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Both night and neither of those. Let's go with that. That sounds good. I don't remember. Hi, Lucy. My name is Larissa from Financial. How are you going? Yeah. Very good. Thank you. I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please. Yeah. It's 226442. Okay. 2262. Yes. Correct. Maybe. I should know at the top of my head by now. I do not know it. Financial. It's PO Box. I don't have to write it much. PO Box Is 10401 Southport, BC 4215. Definitely honored that. Yes. Like Yep. Perfect. I'm a save it. Yeah. If I could please. Yep. No. That's okay. Thank you. Yes. For all the practicing Catholics in the room. I'll just I'll like to do a case like a. Yeah. Go do that. I'll clean it up, and then we'll go from there. I'm just literally gonna call through everyone. I'm gonna need to call Timothy Dustin at some point. Yeah. I didn't know. Yeah. And then I need to have a look at Julie Rollins properly. I've gotten rid of everyone else that was on that list apart from Charles Roja and Darren Harry, who's only brand new. Yep. Charles Charles. Manny is definitely not a client, by the way. Oh, no deal. Thank you. Yeah. I'm sorry. I'm fine. I was like, that's the yeah. No. I'm not what you're doing. You're one I'm just saying Doing the weird layer things was like, oh, let me go through the new point six five today. LA is the back. It's kinda weird. I'm at the top, and I did a million things. We've proposed your thing with just SMA. I was like, oh, also, I've just done the one where it's right on the hydro point, you know, the ones that I preset. So I've just done that. Okay. I'm just doing CGT because I'm now doing the math. It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers? Yes, please. Yeah. Because I was like, I just think this has been done, so I got back in there. The only problem with that one is Jonathan's. Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance. Yes, ma'am. It's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk. This is our standard reason just being in. I just like to say that he's technically the most, ma'am. Because Allstate's, like, no. I'm just. And I'm okay. So I'll catch it. I can. Can we do it later? Because I'm currently on hold at AIN. I still wait for it. I agree. Yeah. Maybe. Yes. Yeah. I mean, we could talk now. It's just that I'll feel very good for AIN. Sorry? Click. Click. Yeah. You can just submit it. So you gotta download it? Download to keep on file, go back to normal. Now you download it. I'm just gonna transfer to David. Do you think? No. If you sign the PWA, happy day. I mean, realistically, that should be sent in with the PWA, but I'm sure. I consider this. Not important now. Yeah. 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wasn't listening. Amazing. Right. So it looks like it's from fucking your account. Oh, I wasn't listening to you again.\n\nOh. K I lady. I'm hoping to speak to her. Us. Both night and neither of those.\n\nLet's go with that. That sounds good. I don't remember. Hi, Lucy. My name is Larissa from Financial.\n\nHow are you going? Yeah. Very good. Thank you. I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please.\n\nYeah. It's 226442. Okay. 2262. Yes.\n\nCorrect. Maybe. I should know at the top of my head by now. I do not know it. Financial.\n\nIt's PO Box. I don't have to write it much. PO Box Is 10401 Southport, BC 4215. Definitely honored that. Yes.\n\nLike Yep. Perfect. I'm a save it. Yeah. If I could please.\n\nYep. No. That's okay. Thank you. Yes.\n\nFor all the practicing Catholics in the room. I'll just I'll like to do a case like a. Yeah. Go do that. I'll clean it up, and then we'll go from there.\n\nI'm just literally gonna call through everyone. I'm gonna need to call Timothy Dustin at some point. Yeah. I didn't know. Yeah.\n\nAnd then I need to have a look at Julie Rollins properly. I've gotten rid of everyone else that was on that list apart from Charles Roja and Darren Harry, who's only brand new. Yep. Charles Charles. Manny is definitely not a client, by the way.\n\nOh, no deal. Thank you. Yeah. I'm sorry. I'm fine.\n\nI was like, that's the yeah. No. I'm not what you're doing. You're one I'm just saying Doing the weird layer things was like, oh, let me go through the new point six five today. LA is the back.\n\nIt's kinda weird. I'm at the top, and I did a million things. We've proposed your thing with just SMA. I was like, oh, also, I've just done the one where it's right on the hydro point, you know, the ones that I preset. So I've just done that.\n\nOkay. I'm just doing CGT because I'm now doing the math. It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers? Yes, please. Yeah.\n\nBecause I was like, I just think this has been done, so I got back in there. The only problem with that one is Jonathan's. Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance. Yes, ma'am. It's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk.\n\nThis is our standard reason just being in. I just like to say that he's technically the most, ma'am. Because Allstate's, like, no. I'm just. And I'm okay.\n\nSo I'll catch it. I can. Can we do it later? Because I'm currently on hold at AIN. I still wait for it.\n\nI agree. Yeah. Maybe. Yes. Yeah.\n\nI mean, we could talk now. It's just that I'll feel very good for AIN. Sorry? Click. Click.\n\nYeah. You can just submit it. So you gotta download it? Download to keep on file, go back to normal. Now you download it.\n\nI'm just gonna transfer to David. Do you think? No. If you sign the PWA, happy day. I mean, realistically, that should be sent in with the PWA, but I'm sure.\n\nI consider this. Not important now. Yeah. How much you end up taking? First.\n\nMhmm. K. Oh, what? I can okay. Fine.\n\nI'll just have to work.","paragraphs":[{"sentences":[{"text":"I wasn't listening.","start":42.615,"end":44.475002,"sentiment":"neutral","sentiment_score":-0.1098248561223348},{"text":"Amazing.","start":53.735,"end":54.235,"sentiment":"neutral","sentiment_score":-0.001764603890478611},{"text":"Right.","start":93.355,"end":93.435,"sentiment":"neutral","sentiment_score":-0.21112631261348724},{"text":"So it looks like it's from fucking your account.","start":93.435,"end":95.534996,"sentiment":"negative","sentiment_score":-0.6781607071558634},{"text":"Oh, I wasn't listening to you again.","start":97.915,"end":99.695,"sentiment":"negative","sentiment_score":-0.4127307151045118}],"sentiment":"negative","sentiment_score":-0.4540441359526345,"num_words":21,"start":42.615,"end":99.695},{"sentences":[{"text":"Oh.","start":102.315,"end":102.395,"sentiment":"neutral","sentiment_score":-0.09874793887138368},{"text":"K I lady.","start":102.395,"end":103.035,"sentiment":"neutral","sentiment_score":-0.07899998873472214},{"text":"I'm hoping to speak to her.","start":103.035,"end":104.415,"sentiment":"neutral","sentiment_score":-0.05035584233701229},{"text":"Us.","start":114.13,"end":114.45,"sentiment":"neutral","sentiment_score":-0.07075218111276627},{"text":"Both night and neither of those.","start":114.45,"end":115.65,"sentiment":"neutral","sentiment_score":-0.2756209522485733}],"sentiment":"neutral","sentiment_score":-0.13896240315893116,"num_words":17,"start":102.315,"end":115.65},{"sentences":[{"text":"Let's go with that.","start":115.65,"end":116.61,"sentiment":"neutral","sentiment_score":-0.2377190925180912},{"text":"That sounds good.","start":116.61,"end":117.59,"sentiment":"neutral","sentiment_score":0.12251103421052296},{"text":"I don't remember.","start":164.26001,"end":165.24,"sentiment":"neutral","sentiment_score":-0.09295526891946793},{"text":"Hi, Lucy.","start":336.9,"end":337.7,"sentiment":"neutral","sentiment_score":0.251367524266243},{"text":"My name is Larissa from Financial.","start":337.7,"end":339.24,"sentiment":"neutral","sentiment_score":0.23754359781742096}],"sentiment":"neutral","sentiment_score":0.05921042006876734,"num_words":18,"start":115.65,"end":339.24},{"sentences":[{"text":"How are you going?","start":339.3,"end":340.2,"sentiment":"neutral","sentiment_score":0.24458111822605133},{"text":"Yeah.","start":343.47498,"end":343.63498,"sentiment":"neutral","sentiment_score":0.30351340770721436},{"text":"Very good.","start":343.63498,"end":344.115,"sentiment":"positive","sentiment_score":0.5605633556842804},{"text":"Thank you.","start":344.115,"end":344.775,"sentiment":"positive","sentiment_score":0.5722815096378326},{"text":"I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please.","start":345.315,"end":350.935,"sentiment":"neutral","sentiment_score":0.15940987577904825}],"sentiment":"neutral","sentiment_score":0.22543608606792986,"num_words":32,"start":339.3,"end":350.935},{"sentences":[{"text":"Yeah.","start":356.52,"end":356.84,"sentiment":"neutral","sentiment_score":0.033073388040065765},{"text":"It's 226442.","start":356.84,"end":359.18,"sentiment":"neutral","sentiment_score":0.04194624163210392},{"text":"Okay.","start":380.185,"end":380.685,"sentiment":"neutral","sentiment_score":-0.005139589309692383},{"text":"2262.","start":380.745,"end":382.7,"sentiment":"neutral","sentiment_score":-0.008664910681545734},{"text":"Yes.","start":393.08002,"end":393.48,"sentiment":"neutral","sentiment_score":0.0150289386510849}],"sentiment":"neutral","sentiment_score":0.019698384994020064,"num_words":6,"start":356.52,"end":393.48},{"sentences":[{"text":"Correct.","start":393.48,"end":393.98,"sentiment":"neutral","sentiment_score":0.03759736940264702},{"text":"Maybe.","start":408.72,"end":409.22,"sentiment":"neutral","sentiment_score":-0.03433952480554581},{"text":"I should know at the top of my head by now.","start":411.52,"end":413.86,"sentiment":"neutral","sentiment_score":-0.0469717068428343},{"text":"I do not know it.","start":415.28,"end":418.41998,"sentiment":"neutral","sentiment_score":-0.09142881333827972},{"text":"Financial.","start":431.295,"end":431.795,"sentiment":"neutral","sentiment_score":0.017165180295705795}],"sentiment":"neutral","sentiment_score":-0.05017946405630363,"num_words":19,"start":393.48,"end":431.795},{"sentences":[{"text":"It's PO Box.","start":443.15,"end":445.97,"sentiment":"neutral","sentiment_score":0.00646723248064518},{"text":"I don't have to write it much.","start":449.965,"end":451.505,"sentiment":"neutral","sentiment_score":0.009135137711252485},{"text":"PO Box Is 10401 Southport, BC 4215.","start":453.565,"end":461.985,"sentiment":"neutral","sentiment_score":0.03255357140941279},{"text":"Definitely honored that.","start":469.80002,"end":471.5,"sentiment":"positive","sentiment_score":0.36634329954783124},{"text":"Yes.","start":477.495,"end":477.995,"sentiment":"neutral","sentiment_score":0.09469743072986604}],"sentiment":"neutral","sentiment_score":0.07166428526952154,"num_words":21,"start":443.15,"end":477.995},{"sentences":[{"text":"Like Yep.","start":484.205,"end":485.755,"sentiment":"neutral","sentiment_score":0.06508506089448929},{"text":"Perfect.","start":491.97998,"end":492.47998,"sentiment":"positive","sentiment_score":0.4365031719207764},{"text":"I'm a save it.","start":495.65997,"end":496.96,"sentiment":"positive","sentiment_score":0.3431912139058113},{"text":"Yeah.","start":504.835,"end":505.155,"sentiment":"neutral","sentiment_score":0.07439734041690826},{"text":"If I could please.","start":505.155,"end":506.215,"sentiment":"neutral","sentiment_score":0.04339045658707619}],"sentiment":"neutral","sentiment_score":0.1822831096748511,"num_words":12,"start":484.205,"end":506.215},{"sentences":[{"text":"Yep.","start":544.505,"end":545.005,"sentiment":"neutral","sentiment_score":0.05955260619521141},{"text":"No.","start":548.6,"end":548.83997,"sentiment":"neutral","sentiment_score":-0.04152360558509827},{"text":"That's okay.","start":548.83997,"end":549.32,"sentiment":"neutral","sentiment_score":0.16323228925466537},{"text":"Thank you.","start":549.32,"end":550.06,"sentiment":"positive","sentiment_score":0.54731485247612},{"text":"Yes.","start":567.915,"end":568.15497,"sentiment":"neutral","sentiment_score":0.1578272432088852}],"sentiment":"neutral","sentiment_score":0.22813578961150988,"num_words":7,"start":544.505,"end":568.15497},{"sentences":[{"text":"For all the practicing Catholics in the room.","start":568.15497,"end":570.255,"sentiment":"neutral","sentiment_score":0.07476352108642459},{"text":"I'll just I'll like to do a case like a.","start":644.645,"end":646.905,"sentiment":"neutral","sentiment_score":0.05272584445774555},{"text":"Yeah.","start":647.525,"end":648.005,"sentiment":"neutral","sentiment_score":0.02493126690387726},{"text":"Go do that.","start":648.005,"end":648.885,"sentiment":"neutral","sentiment_score":-0.0004900308946768445},{"text":"I'll clean it up, and then we'll go from there.","start":648.885,"end":651.545,"sentiment":"neutral","sentiment_score":0.007254944508895278}],"sentiment":"neutral","sentiment_score":0.03816803851805162,"num_words":32,"start":568.15497,"end":651.545},{"sentences":[{"text":"I'm just literally gonna call through everyone.","start":652.325,"end":657.79,"sentiment":"neutral","sentiment_score":-0.023128745146095753},{"text":"I'm gonna need to call Timothy Dustin at some point.","start":657.93,"end":661.07,"sentiment":"neutral","sentiment_score":-0.04093658588826656},{"text":"Yeah.","start":661.85,"end":662.35,"sentiment":"neutral","sentiment_score":-0.07284276187419891},{"text":"I didn't know.","start":662.49,"end":663.31,"sentiment":"neutral","sentiment_score":-0.08998789638280869},{"text":"Yeah.","start":665.05,"end":665.55,"sentiment":"neutral","sentiment_score":-0.060658860951662064}],"sentiment":"neutral","sentiment_score":-0.0443060175854374,"num_words":22,"start":652.325,"end":665.55},{"sentences":[{"text":"And then I need to have a look at Julie Rollins properly.","start":665.69,"end":668.57,"sentiment":"neutral","sentiment_score":-0.08131304383277893},{"text":"I've gotten rid of everyone else that was on that list apart from Charles Roja and Darren Harry, who's only brand new.","start":668.57,"end":677.185,"sentiment":"neutral","sentiment_score":-0.19601882994174957},{"text":"Yep.","start":677.245,"end":677.745,"sentiment":"neutral","sentiment_score":-0.02700418047606945},{"text":"Charles Charles.","start":678.045,"end":679.185,"sentiment":"neutral","sentiment_score":-0.07398141175508499},{"text":"Manny is definitely not a client, by the way.","start":679.40497,"end":681.58496,"sentiment":"neutral","sentiment_score":-0.23301634026898277}],"sentiment":"neutral","sentiment_score":-0.16435401850258527,"num_words":46,"start":665.69,"end":681.58496},{"sentences":[{"text":"Oh, no deal.","start":681.805,"end":682.44495,"sentiment":"neutral","sentiment_score":-0.10260045031706493},{"text":"Thank you.","start":682.44495,"end":683.185,"sentiment":"neutral","sentiment_score":0.08430583029985428},{"text":"Yeah.","start":767.91504,"end":768.075,"sentiment":"neutral","sentiment_score":-0.003080155700445175},{"text":"I'm sorry.","start":768.075,"end":768.555,"sentiment":"neutral","sentiment_score":-0.07436073198914528},{"text":"I'm fine.","start":768.555,"end":769.195,"sentiment":"neutral","sentiment_score":-0.043999647721648216}],"sentiment":"neutral","sentiment_score":-0.037899060547351836,"num_words":10,"start":681.805,"end":769.195},{"sentences":[{"text":"I was like, that's the yeah.","start":769.195,"end":772.635,"sentiment":"neutral","sentiment_score":-0.08207674572865169},{"text":"No.","start":772.635,"end":772.875,"sentiment":"neutral","sentiment_score":-0.3129035234451294},{"text":"I'm not what you're doing.","start":772.875,"end":774.075,"sentiment":"negative","sentiment_score":-0.34305037260055543},{"text":"You're one I'm just saying Doing the weird layer things was like, oh, let me go through the new point six five today.","start":774.075,"end":779.89996,"sentiment":"neutral","sentiment_score":-0.1282008086209712},{"text":"LA is the back.","start":779.89996,"end":780.77997,"sentiment":"neutral","sentiment_score":-0.14038659259676933}],"sentiment":"neutral","sentiment_score":-0.15463540588433927,"num_words":39,"start":769.195,"end":780.77997},{"sentences":[{"text":"It's kinda weird.","start":780.77997,"end":781.42,"sentiment":"neutral","sentiment_score":-0.2366125782330831},{"text":"I'm at the top, and I did a million things.","start":781.42,"end":785.18,"sentiment":"neutral","sentiment_score":-0.12235058397054673},{"text":"We've proposed your thing with just SMA.","start":785.18,"end":787.27997,"sentiment":"neutral","sentiment_score":-0.04996789885418756},{"text":"I was like, oh, also, I've just done the one where it's right on the hydro point, you know, the ones that I preset.","start":787.33997,"end":793.825,"sentiment":"neutral","sentiment_score":-0.02704935536409418},{"text":"So I've just done that.","start":793.885,"end":795.025,"sentiment":"neutral","sentiment_score":-0.025678690522909164}],"sentiment":"neutral","sentiment_score":-0.06246320097422113,"num_words":49,"start":780.77997,"end":795.025},{"sentences":[{"text":"Okay.","start":795.085,"end":795.48505,"sentiment":"neutral","sentiment_score":0.038647908717393875},{"text":"I'm just doing CGT because I'm now doing the math.","start":795.48505,"end":797.72504,"sentiment":"neutral","sentiment_score":0.05027222372591496},{"text":"It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers?","start":797.72504,"end":825.33496,"sentiment":"neutral","sentiment_score":0.020513877843416507},{"text":"Yes, please.","start":825.475,"end":826.035,"sentiment":"neutral","sentiment_score":0.05737617611885071},{"text":"Yeah.","start":826.035,"end":826.195,"sentiment":"neutral","sentiment_score":0.038058195263147354}],"sentiment":"neutral","sentiment_score":0.02955802014718453,"num_words":45,"start":795.085,"end":826.195},{"sentences":[{"text":"Because I was like, I just think this has been done, so I got back in there.","start":826.195,"end":829.315,"sentiment":"neutral","sentiment_score":0.026272638317416695},{"text":"The only problem with that one is Jonathan's.","start":829.315,"end":831.255,"sentiment":"neutral","sentiment_score":-0.2630293294787407},{"text":"Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance.","start":832.19,"end":837.97003,"sentiment":"negative","sentiment_score":-0.3583696782588959},{"text":"Yes, ma'am.","start":838.27,"end":838.75,"sentiment":"neutral","sentiment_score":-0.05013016611337662},{"text":"It's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk.","start":838.75,"end":844.43,"sentiment":"neutral","sentiment_score":-0.08484755405648188}],"sentiment":"neutral","sentiment_score":-0.14722410358037008,"num_words":66,"start":826.195,"end":844.43},{"sentences":[{"text":"This is our standard reason just being in.","start":844.43,"end":846.61,"sentiment":"neutral","sentiment_score":-0.14358067512512207},{"text":"I just like to say that he's technically the most, ma'am.","start":846.89496,"end":849.71497,"sentiment":"neutral","sentiment_score":0.05415143817663193},{"text":"Because Allstate's, like, no.","start":851.055,"end":852.095,"sentiment":"neutral","sentiment_score":-0.040695007890462875},{"text":"I'm just.","start":852.095,"end":852.83496,"sentiment":"neutral","sentiment_score":-0.03194934502243996},{"text":"And I'm okay.","start":857.855,"end":858.575,"sentiment":"neutral","sentiment_score":0.16372465590635935}],"sentiment":"neutral","sentiment_score":-0.010303011962345668,"num_words":28,"start":844.43,"end":858.575},{"sentences":[{"text":"So I'll catch it.","start":858.575,"end":859.38,"sentiment":"neutral","sentiment_score":0.19853119924664497},{"text":"I can.","start":859.86,"end":860.42,"sentiment":"neutral","sentiment_score":0.12598135322332382},{"text":"Can we do it later?","start":860.42,"end":861.3,"sentiment":"neutral","sentiment_score":0.05621498599648476},{"text":"Because I'm currently on hold at AIN.","start":861.3,"end":863.08,"sentiment":"neutral","sentiment_score":-0.03643189849598067},{"text":"I still wait for it.","start":863.54,"end":864.82,"sentiment":"neutral","sentiment_score":-0.026178700849413872}],"sentiment":"neutral","sentiment_score":0.04092372346507466,"num_words":23,"start":858.575,"end":864.82},{"sentences":[{"text":"I agree.","start":864.82,"end":865.48,"sentiment":"neutral","sentiment_score":0.09093810990452766},{"text":"Yeah.","start":866.34,"end":866.84,"sentiment":"neutral","sentiment_score":0.07433338463306427},{"text":"Maybe.","start":867.06,"end":867.38,"sentiment":"neutral","sentiment_score":0.10246121883392334},{"text":"Yes.","start":867.38,"end":867.88,"sentiment":"neutral","sentiment_score":0.14355430006980896},{"text":"Yeah.","start":867.94,"end":868.44,"sentiment":"neutral","sentiment_score":0.20204728841781616}],"sentiment":"neutral","sentiment_score":0.11737873529394467,"num_words":6,"start":864.82,"end":868.44},{"sentences":[{"text":"I mean, we could talk now.","start":868.74,"end":869.78,"sentiment":"neutral","sentiment_score":0.283173310259978},{"text":"It's just that I'll feel very good for AIN.","start":869.78,"end":871.8,"sentiment":"positive","sentiment_score":0.3625832365618812},{"text":"Sorry?","start":900.415,"end":900.915,"sentiment":"neutral","sentiment_score":0.12490621954202652},{"text":"Click.","start":903.135,"end":903.53503,"sentiment":"neutral","sentiment_score":0.05021482706069946},{"text":"Click.","start":903.53503,"end":904.03503,"sentiment":"neutral","sentiment_score":0.04776454344391823}],"sentiment":"neutral","sentiment_score":0.2880652544813024,"num_words":18,"start":868.74,"end":904.03503},{"sentences":[{"text":"Yeah.","start":909.695,"end":909.855,"sentiment":"neutral","sentiment_score":0.07113023102283478},{"text":"You can just submit it.","start":909.855,"end":910.655,"sentiment":"neutral","sentiment_score":0.10016559064388275},{"text":"So you gotta download it?","start":910.655,"end":912.03503,"sentiment":"neutral","sentiment_score":0.08006437569856643},{"text":"Download to keep on file, go back to normal.","start":913.75,"end":915.51,"sentiment":"neutral","sentiment_score":0.08224674314260483},{"text":"Now you download it.","start":915.51,"end":916.15,"sentiment":"neutral","sentiment_score":0.09076333977282047}],"sentiment":"neutral","sentiment_score":0.08648142125457525,"num_words":24,"start":909.695,"end":916.15},{"sentences":[{"text":"I'm just gonna transfer to David.","start":916.15,"end":917.99,"sentiment":"neutral","sentiment_score":0.09945809096097946},{"text":"Do you think?","start":917.99,"end":918.81,"sentiment":"neutral","sentiment_score":0.05329853296279907},{"text":"No.","start":948.77,"end":949.09,"sentiment":"neutral","sentiment_score":-0.023583266884088516},{"text":"If you sign the PWA, happy day.","start":949.09,"end":950.95,"sentiment":"neutral","sentiment_score":0.11690099218061992},{"text":"I mean, realistically, that should be sent in with the PWA, but I'm sure.","start":951.89,"end":955.27,"sentiment":"neutral","sentiment_score":0.09385170814182077}],"sentiment":"neutral","sentiment_score":0.09242876571032309,"num_words":31,"start":916.15,"end":955.27},{"sentences":[{"text":"I consider this.","start":957.215,"end":958.835,"sentiment":"neutral","sentiment_score":-0.0035317651927471157},{"text":"Not important now.","start":959.215,"end":960.435,"sentiment":"neutral","sentiment_score":-0.17700795829296112},{"text":"Yeah.","start":965.695,"end":965.855,"sentiment":"neutral","sentiment_score":-0.05467851832509041},{"text":"How much you end up taking?","start":965.855,"end":967.235,"sentiment":"neutral","sentiment_score":-0.038687096598247685},{"text":"First.","start":969.055,"end":969.555,"sentiment":"neutral","sentiment_score":-0.006185932084918022}],"sentiment":"neutral","sentiment_score":-0.05961472860404423,"num_words":14,"start":957.215,"end":969.555},{"sentences":[{"text":"Mhmm.","start":1244.715,"end":1245.035,"sentiment":"neutral","sentiment_score":0.004250232130289078},{"text":"K.","start":1245.035,"end":1245.535,"sentiment":"neutral","sentiment_score":0.008006326854228973},{"text":"Oh, what?","start":1248.795,"end":1249.455,"sentiment":"neutral","sentiment_score":0.012429030612111092},{"text":"I can okay.","start":1250.155,"end":1250.955,"sentiment":"neutral","sentiment_score":0.07756597548723221},{"text":"Fine.","start":1250.955,"end":1251.195,"sentiment":"neutral","sentiment_score":0.10335497558116911}],"sentiment":"neutral","sentiment_score":0.04664594028145075,"num_words":8,"start":1244.715,"end":1251.195},{"sentences":[{"text":"I'll just have to work.","start":1251.195,"end":1252.3408,"sentiment":"neutral","sentiment_score":-0.19778335243463516}],"sentiment":"neutral","sentiment_score":-0.19778335243463516,"num_words":5,"start":1251.195,"end":1252.3408}]}}]},{"alternatives":[{"transcript":"Thanks for calling AIA Australia. We're here to support you towards a healthier, longer, better life. We may record this call for quality and coaching purposes. Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now. If you are calling about a life insurance policy, please press 1. If you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. If you are calling about a life insurance policy, please press 1. If you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. To make a claim or check on the progress of an existing claim, please press 1. If you are a financial adviser, please press 2. If you are a policyholder, please press 3. To cancel your insurance policy, please press 4. To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2. For any inquiries regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2. To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes. Thanks for calling AIA. Please hold, and a member of our team will be with you shortly. Thank you for holding. Your call is important to us. If you wish to speak to one of our consultants, please continue to hold. Sorry. Your wait is taking a little longer than expected. Please continue to hold, and we'll be with you as soon as we can. Thanks for calling a Welcome to AIA Australia. This is Lucy. Yes. Thanks for. How are you? Okay. Sure. Do you have the claim number, please? Thank you. Just bringing that one up now. Just to confirm, that was 26442? I'm sorry. The phone line keeps cutting out. Is it 226442? Thank you. Can you please also confirm the adviser code? That's alright. I'll see what else we can confirm for you. What is the name of the office that you're calling from, please? Thank you. And can you please confirm the PO box address? Thank you. And can you please also confirm the name of the adviser? Thank you for that. I can give you the code that I've got on file here if you need it. Yep. That is 4H 0000738. And do you just need an update on the claim for this one? K. I'll see what I can find here. Alright. So I can see that it is under assessment at the moment. And we are due to provide an update on that. So I'll see if I can get in touch with the case manager. I'll just need to place you on hold for a few minutes, please. 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for calling AIA Australia. We're here to support you towards a healthier, longer, better life. We may record this call for quality and coaching purposes. Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now. If you are calling about a life insurance policy, please press 1.\n\nIf you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. If you are calling about a life insurance policy, please press 1. If you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3.\n\nTo make a claim or check on the progress of an existing claim, please press 1. If you are a financial adviser, please press 2. If you are a policyholder, please press 3. To cancel your insurance policy, please press 4. To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1.\n\nFor underwriting inquiries, please press 2. For any inquiries regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2. To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes. Thanks for calling AIA.\n\nPlease hold, and a member of our team will be with you shortly. Thank you for holding. Your call is important to us. If you wish to speak to one of our consultants, please continue to hold. Sorry.\n\nYour wait is taking a little longer than expected. Please continue to hold, and we'll be with you as soon as we can. Thanks for calling a Welcome to AIA Australia. This is Lucy. Yes.\n\nThanks for. How are you? Okay. Sure. Do you have the claim number, please?\n\nThank you. Just bringing that one up now. Just to confirm, that was 26442? I'm sorry. The phone line keeps cutting out.\n\nIs it 226442? Thank you. Can you please also confirm the adviser code? That's alright. I'll see what else we can confirm for you.\n\nWhat is the name of the office that you're calling from, please? Thank you. And can you please confirm the PO box address? Thank you. And can you please also confirm the name of the adviser?\n\nThank you for that. I can give you the code that I've got on file here if you need it. Yep. That is 4H 0000738. And do you just need an update on the claim for this one?\n\nK. I'll see what I can find here. Alright. So I can see that it is under assessment at the moment. And we are due to provide an update on that.\n\nSo I'll see if I can get in touch with the case manager. I'll just need to place you on hold for a few minutes, please. Thank you.","paragraphs":[{"sentences":[{"text":"Thanks for calling AIA Australia.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.5324506521224975},{"text":"We're here to support you towards a healthier, longer, better life.","start":3.12,"end":7.06,"sentiment":"positive","sentiment_score":0.6920004432851617},{"text":"We may record this call for quality and coaching purposes.","start":7.44,"end":10.34,"sentiment":"neutral","sentiment_score":0.1882921040058136},{"text":"Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now.","start":10.96,"end":19.655,"sentiment":"neutral","sentiment_score":0.07396601811051369},{"text":"If you are calling about a life insurance policy, please press 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3.","start":57.625,"end":63.460003,"sentiment":"neutral","sentiment_score":-0.007815657183527946}],"sentiment":"neutral","sentiment_score":-0.013068145494006814,"num_words":62,"start":30.41,"end":63.460003},{"sentences":[{"text":"To make a claim or check on the progress of an existing claim, please press 1.","start":64.8,"end":69.06,"sentiment":"neutral","sentiment_score":-0.0038248957716859877},{"text":"If you are a financial adviser, please press 2.","start":69.36,"end":72.340004,"sentiment":"neutral","sentiment_score":-0.02389542158279154},{"text":"If you are a policyholder, please press 3.","start":72.64,"end":75.895,"sentiment":"neutral","sentiment_score":-0.03143617231398821},{"text":"To cancel your insurance policy, please press 4.","start":75.895,"end":79.034996,"sentiment":"neutral","sentiment_score":-0.040551101323217154},{"text":"To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1.","start":79.335,"end":89.915,"sentiment":"neutral","sentiment_score":-0.01887703509557815}],"sentiment":"neutral","sentiment_score":-0.020138275043498122,"num_words":62,"start":64.8,"end":89.915},{"sentences":[{"text":"For underwriting inquiries, please press 2.","start":90.27,"end":93.09,"sentiment":"neutral","sentiment_score":-0.03169908902297417},{"text":"For any inquiries regarding a new business application or for existing policy information, please press 1.","start":103.325005,"end":109.505005,"sentiment":"neutral","sentiment_score":-0.04983572755008936},{"text":"For underwriting inquiries, please press 2.","start":109.725006,"end":112.705,"sentiment":"neutral","sentiment_score":-0.04584852730234464},{"text":"To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes.","start":119.01,"end":125.67,"sentiment":"neutral","sentiment_score":0.08564562611281872},{"text":"Thanks for calling AIA.","start":126.93,"end":128.47,"sentiment":"neutral","sentiment_score":0.22433160990476608}],"sentiment":"neutral","sentiment_score":0.025915031213886462,"num_words":52,"start":90.27,"end":128.47},{"sentences":[{"text":"Please hold, and a member of our team will be with you shortly.","start":128.77,"end":131.475,"sentiment":"neutral","sentiment_score":0.13532618949046502},{"text":"Thank you for holding.","start":191.835,"end":192.975,"sentiment":"neutral","sentiment_score":0.1394696794450283},{"text":"Your call is important to us.","start":193.35501,"end":195.13501,"sentiment":"neutral","sentiment_score":0.04518711691101392},{"text":"If you wish to speak to one of our consultants, please continue to hold.","start":195.515,"end":209.49875,"sentiment":"neutral","sentiment_score":-0.12245505994984082},{"text":"Sorry.","start":259.93,"end":260.43,"sentiment":"neutral","sentiment_score":-0.24558889865875244}],"sentiment":"neutral","sentiment_score":0.016533740649097843,"num_words":38,"start":128.77,"end":260.43},{"sentences":[{"text":"Your wait is taking a little longer than expected.","start":260.88998,"end":263.22998,"sentiment":"negative","sentiment_score":-0.41609463426801896},{"text":"Please continue to hold, and we'll be with you as soon as we can.","start":263.85,"end":267.07,"sentiment":"neutral","sentiment_score":-0.16637774024690902},{"text":"Thanks for calling a Welcome to AIA Australia.","start":327.60498,"end":334.505,"sentiment":"positive","sentiment_score":0.4354219250380993},{"text":"This is Lucy.","start":334.565,"end":335.465,"sentiment":"neutral","sentiment_score":0.2557937701543172},{"text":"Yes.","start":340.69,"end":341.01,"sentiment":"neutral","sentiment_score":0.2284582555294037}],"sentiment":"neutral","sentiment_score":-0.04556928873062134,"num_words":35,"start":260.88998,"end":341.01},{"sentences":[{"text":"Thanks for.","start":341.01,"end":341.49002,"sentiment":"positive","sentiment_score":0.4695727378129959},{"text":"How are you?","start":341.49002,"end":342.31,"sentiment":"neutral","sentiment_score":0.26617515583833057},{"text":"Okay.","start":352.13,"end":352.61002,"sentiment":"neutral","sentiment_score":0.06821826845407486},{"text":"Sure.","start":352.61002,"end":352.85,"sentiment":"neutral","sentiment_score":0.06705570966005325},{"text":"Do you have the claim number, please?","start":352.85,"end":354.63,"sentiment":"neutral","sentiment_score":0.053657609437193186}],"sentiment":"neutral","sentiment_score":0.16061058480824744,"num_words":14,"start":341.01,"end":354.63},{"sentences":[{"text":"Thank you.","start":361.30502,"end":362.045,"sentiment":"neutral","sentiment_score":0.2863755375146866},{"text":"Just bringing that one up now.","start":367.945,"end":369.725,"sentiment":"neutral","sentiment_score":0.2050273542602857},{"text":"Just to confirm, that was 26442?","start":375.09,"end":378.78998,"sentiment":"neutral","sentiment_score":0.09582419941822688},{"text":"I'm sorry.","start":386.04498,"end":386.685,"sentiment":"neutral","sentiment_score":-0.1283453330397606},{"text":"The phone line keeps cutting out.","start":386.685,"end":388.705,"sentiment":"negative","sentiment_score":-0.35623567303021747}],"sentiment":"neutral","sentiment_score":-0.0007383775981989774,"num_words":22,"start":361.30502,"end":388.705},{"sentences":[{"text":"Is it 226442?","start":388.925,"end":391.905,"sentiment":"neutral","sentiment_score":-0.05386406679948171},{"text":"Thank you.","start":394.685,"end":399.085,"sentiment":"neutral","sentiment_score":0.1204153448343277},{"text":"Can you please also confirm the adviser code?","start":399.085,"end":401.745,"sentiment":"neutral","sentiment_score":0.023779582465067506},{"text":"That's alright.","start":420.935,"end":421.57498,"sentiment":"neutral","sentiment_score":0.022190868854522705},{"text":"I'll see what else we can confirm for you.","start":421.57498,"end":424.31497,"sentiment":"neutral","sentiment_score":0.05677591140071551}],"sentiment":"neutral","sentiment_score":0.03436833705442647,"num_words":24,"start":388.925,"end":424.31497},{"sentences":[{"text":"What is the name of the office that you're calling from, please?","start":427.175,"end":430.155,"sentiment":"neutral","sentiment_score":0.015867069363594055},{"text":"Thank you.","start":432.85,"end":433.41,"sentiment":"neutral","sentiment_score":0.07663796469569206},{"text":"And can you please confirm the PO box address?","start":433.41,"end":436.71002,"sentiment":"neutral","sentiment_score":0.03277710514763991},{"text":"Thank you.","start":463.09,"end":463.81,"sentiment":"neutral","sentiment_score":0.14874673634767532},{"text":"And can you please also confirm the name of the adviser?","start":463.81,"end":468.22998,"sentiment":"neutral","sentiment_score":0.07103728062727234}],"sentiment":"neutral","sentiment_score":0.04771050743551718,"num_words":36,"start":427.175,"end":468.22998},{"sentences":[{"text":"Thank you for that.","start":472.385,"end":473.52502,"sentiment":"positive","sentiment_score":0.46089426428079605},{"text":"I can give you the code that I've got on file here if you need it.","start":473.745,"end":477.445,"sentiment":"neutral","sentiment_score":0.235100488178432},{"text":"Yep.","start":479.98502,"end":480.48502,"sentiment":"neutral","sentiment_score":0.08001565933227539},{"text":"That is 4H 0000738.","start":480.785,"end":492.09,"sentiment":"neutral","sentiment_score":0.07676218263804913},{"text":"And do you just need an update on the claim for this one?","start":500.415,"end":504.035,"sentiment":"neutral","sentiment_score":0.131849131331994}],"sentiment":"neutral","sentiment_score":0.20279705171522341,"num_words":38,"start":472.385,"end":504.035},{"sentences":[{"text":"K.","start":508.495,"end":508.89502,"sentiment":"neutral","sentiment_score":0.018369175493717194},{"text":"I'll see what I can find here.","start":508.89502,"end":510.915,"sentiment":"neutral","sentiment_score":0.046701395085879734},{"text":"Alright.","start":526.745,"end":527.145,"sentiment":"neutral","sentiment_score":0.10619234293699265},{"text":"So I can see that it is under assessment at the moment.","start":527.145,"end":530.60504,"sentiment":"neutral","sentiment_score":0.1101344811419646},{"text":"And we are due to provide an update on that.","start":537.465,"end":540.52,"sentiment":"neutral","sentiment_score":0.09389040768146514}],"sentiment":"neutral","sentiment_score":0.0874835204693579,"num_words":31,"start":508.495,"end":540.52},{"sentences":[{"text":"So I'll see if I can get in touch with the case manager.","start":540.52,"end":543.18,"sentiment":"neutral","sentiment_score":0.08024116032398664},{"text":"I'll just need to place you on hold for a few minutes, please.","start":544.44,"end":547.74,"sentiment":"neutral","sentiment_score":0.025335982871743348},{"text":"Thank you.","start":549.88,"end":550.62,"sentiment":"positive","sentiment_score":0.5570943057537079}],"sentiment":"neutral","sentiment_score":0.08881040975185377,"num_words":28,"start":540.52,"end":550.62}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thanks for calling AIA Australia. We're here to support you towards a healthier, longer, better life. We may record this call for quality and coaching purposes. Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now. If you are calling about a life insurance policy, please press 1.\n\nIf you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3.\n\nChannel 0: I wasn't listening.\n\nChannel 1: If you are calling about a life insurance policy, please press 1. If you are calling\n\nChannel 0: Amazing.\n\nChannel 1: about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. To make a claim or check on the progress of an existing claim, please press 1. If you are a financial adviser, please press 2. If you are a policyholder, please press 3.\n\nTo cancel your insurance policy, please press 4. To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2.\n\nChannel 0: Right. So it looks like it's from fucking your account. Oh, I wasn't listening to you again. Oh. K I lady.\n\nI'm hoping\n\nChannel 1: For\n\nChannel 0: to speak\n\nChannel 1: any\n\nChannel 0: to\n\nChannel 1: inquiries\n\nChannel 0: her.\n\nChannel 1: regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2.\n\nChannel 0: Us. Both night and neither of those. Let's go with that. That sounds good.\n\nChannel 1: To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes. Thanks for calling AIA. Please hold, and a member of our team will be with you shortly.\n\nChannel 0: I don't remember.\n\nChannel 1: Thank you for holding. Your call is important to us. If you wish to speak to one of our consultants, please continue to hold. Sorry. Your wait is taking a little longer than expected.\n\nPlease continue to hold, and we'll be with you as soon as we can. Thanks for calling a Welcome to AIA Australia. This is Lucy.\n\nChannel 0: Hi, Lucy. My name is Larissa from Financial. How are you going?\n\nChannel 1: Yes. Thanks for. How are you?\n\nChannel 0: Yeah. Very good. Thank you. I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please.\n\nChannel 1: Okay. Sure. Do you have the claim number, please?\n\nChannel 0: Yeah. It's 226442.\n\nChannel 1: Thank you. Just bringing that one up now. Just to confirm, that was 26442?\n\nChannel 0: Okay. 2262.\n\nChannel 1: I'm sorry. The phone line keeps cutting out. Is it 226442?\n\nChannel 0: Yes. Correct.\n\nChannel 1: Thank you. Can you please also confirm the adviser code?\n\nChannel 0: Maybe. I should know at the top of my head by now. I do not know it.\n\nChannel 1: That's alright. I'll see what else we can confirm for you. What is the name of the office that you're calling from, please?\n\nChannel 0: Financial.\n\nChannel 1: Thank you. And can you please confirm the PO box address?\n\nChannel 0: It's PO Box. I don't have to write it much. PO Box Is 10401 Southport, BC 4215.\n\nChannel 1: Thank you. And can you please also confirm the name of the adviser?\n\nChannel 0: Definitely honored that.\n\nChannel 1: Thank you for that. I can give you the code that I've got on file here if you need it.\n\nChannel 0: Yes.\n\nChannel 1: Yep. That is 4H\n\nChannel 0: Like Yep.\n\nChannel 1: 0000738.\n\nChannel 0: Perfect. I'm a save it.\n\nChannel 1: And do you just need an update on the claim for this one?\n\nChannel 0: Yeah. If I could please.\n\nChannel 1: K. I'll see what I can find here. Alright. So I can see that it is under assessment at the moment. And we are due to provide an update on that.\n\nSo I'll see if I can get in touch with the case manager. I'll\n\nChannel 0: Yep.\n\nChannel 1: just need to place you on hold for a few minutes, please.\n\nChannel 0: No. That's okay. Thank you.\n\nChannel 1: Thank you.\n\nChannel 0: Yes. For all the practicing Catholics in the room. I'll just I'll like to do a case like a. Yeah. Go do that.\n\nI'll clean it up, and then we'll go from there. I'm just literally gonna call through everyone. I'm gonna need to call Timothy Dustin at some point. Yeah. I didn't know.\n\nYeah. And then I need to have a look at Julie Rollins properly. I've gotten rid of everyone else that was on that list apart from Charles Roja and Darren Harry, who's only brand new. Yep. Charles Charles.\n\nManny is definitely not a client, by the way. Oh, no deal. Thank you. Yeah. I'm sorry.\n\nI'm fine. I was like, that's the yeah. No. I'm not what you're doing. You're one I'm just saying Doing the weird layer things was like, oh, let me go through the new point six five today.\n\nLA is the back. It's kinda weird. I'm at the top, and I did a million things. We've proposed your thing with just SMA. I was like, oh, also, I've just done the one where it's right on the hydro point, you know, the ones that I preset.\n\nSo I've just done that. Okay. I'm just doing CGT because I'm now doing the math. It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers? Yes, please.\n\nYeah. Because I was like, I just think this has been done, so I got back in there. The only problem with that one is Jonathan's. Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance. Yes, ma'am.\n\nIt's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk. This is our standard reason just being in. I just like to say that he's technically the most, ma'am. Because Allstate's, like, no. I'm just.\n\nAnd I'm okay. So I'll catch it. I can. Can we do it later? Because I'm currently on hold at AIN.\n\nI still wait for it. I agree. Yeah. Maybe. Yes.\n\nYeah. I mean, we could talk now. It's just that I'll feel very good for AIN. Sorry? Click.\n\nClick. Yeah. You can just submit it. So you gotta download it? Download to keep on file, go back to normal.\n\nNow you download it. I'm just gonna transfer to David. Do you think? No. If you sign the PWA, happy day.\n\nI mean, realistically, that should be sent in with the PWA, but I'm sure. I consider this. Not important now. Yeah. How much you end up taking?\n\nFirst. Mhmm. K. Oh, what? I can okay.\n\nFine. I'll just have to work.","paragraphs":[{"sentences":[{"text":"Thanks for calling AIA Australia.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.5324506521224975},{"text":"We're here to support you towards a healthier, longer, better life.","start":3.12,"end":7.06,"sentiment":"positive","sentiment_score":0.6920004432851617},{"text":"We may record this call for quality and coaching purposes.","start":7.44,"end":10.34,"sentiment":"neutral","sentiment_score":0.1882921040058136},{"text":"Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now.","start":10.96,"end":19.655,"sentiment":"neutral","sentiment_score":0.07396601811051369},{"text":"If you are calling about a life insurance policy, please press 1.","start":26.355,"end":30.109999,"sentiment":"neutral","sentiment_score":0.002504554344341159}],"sentiment":"neutral","sentiment_score":0.211856093709631,"channel":1,"num_words":68,"start":0.48,"end":30.109999},{"sentences":[{"text":"If you are calling about an existing Vitality membership, please press 2.","start":30.41,"end":34.51,"sentiment":"neutral","sentiment_score":-0.0012498349339390795},{"text":"If you are calling about a private health insurance policy, please press 3.","start":34.89,"end":39.07,"sentiment":"neutral","sentiment_score":-0.011208284574632462}],"sentiment":"neutral","sentiment_score":-0.006428228747099638,"channel":1,"num_words":25,"start":30.41,"end":39.07},{"sentences":[{"text":"I wasn't listening.","start":42.615,"end":44.475002,"sentiment":"neutral","sentiment_score":-0.1098248561223348}],"sentiment":"neutral","sentiment_score":-0.1098248561223348,"channel":0,"num_words":3,"start":42.615,"end":44.475002},{"sentences":[{"text":"If you are calling about a life insurance policy, please press 1.","start":49.065,"end":52.925,"sentiment":"neutral","sentiment_score":-0.040736194079120956},{"text":"If you are calling","start":53.225,"end":54.024998,"sentiment":"neutral","sentiment_score":-0.01209144527092576}],"sentiment":"neutral","sentiment_score":-0.033575006877072155,"channel":1,"num_words":16,"start":49.065,"end":54.024998},{"sentences":[{"text":"Amazing.","start":53.735,"end":54.235,"sentiment":"neutral","sentiment_score":-0.001764603890478611}],"sentiment":"neutral","sentiment_score":-0.001764603890478611,"channel":0,"num_words":1,"start":53.735,"end":54.235},{"sentences":[{"text":"about an existing Vitality membership, please press 2.","start":54.024998,"end":57.324997,"sentiment":"neutral","sentiment_score":-0.0013394560664892194},{"text":"If you are calling about a private health insurance policy, please press 3.","start":57.625,"end":63.460003,"sentiment":"neutral","sentiment_score":-0.007815657183527946},{"text":"To make a claim or check on the progress of an existing claim, please press 1.","start":64.8,"end":69.06,"sentiment":"neutral","sentiment_score":-0.0038248957716859877},{"text":"If you are a financial adviser, please press 2.","start":69.36,"end":72.340004,"sentiment":"neutral","sentiment_score":-0.02389542158279154},{"text":"If you are a policyholder, please press 3.","start":72.64,"end":75.895,"sentiment":"neutral","sentiment_score":-0.03143617231398821}],"sentiment":"neutral","sentiment_score":-0.011853068463366341,"channel":1,"num_words":54,"start":54.024998,"end":75.895},{"sentences":[{"text":"To cancel your insurance policy, please press 4.","start":75.895,"end":79.034996,"sentiment":"neutral","sentiment_score":-0.040551101323217154},{"text":"To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1.","start":79.335,"end":89.915,"sentiment":"neutral","sentiment_score":-0.01887703509557815},{"text":"For underwriting inquiries, please press 2.","start":90.27,"end":93.09,"sentiment":"neutral","sentiment_score":-0.03169908902297417}],"sentiment":"neutral","sentiment_score":-0.026029173763734953,"channel":1,"num_words":35,"start":75.895,"end":93.09},{"sentences":[{"text":"Right.","start":93.355,"end":93.435,"sentiment":"neutral","sentiment_score":-0.21112631261348724},{"text":"So it looks like it's from fucking your account.","start":93.435,"end":95.534996,"sentiment":"negative","sentiment_score":-0.6781607071558634},{"text":"Oh, I wasn't listening to you again.","start":97.915,"end":99.695,"sentiment":"negative","sentiment_score":-0.4127307151045118},{"text":"Oh.","start":102.315,"end":102.395,"sentiment":"neutral","sentiment_score":-0.09874793887138368},{"text":"K I 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speak","start":103.435,"end":103.755,"sentiment":"neutral","sentiment_score":-0.05859092064201832}],"sentiment":"neutral","sentiment_score":-0.05859092064201832,"channel":0,"num_words":2,"start":103.435,"end":103.755},{"sentences":[{"text":"any","start":103.565,"end":103.885,"sentiment":"neutral","sentiment_score":-0.0458277128636837}],"sentiment":"neutral","sentiment_score":-0.0458277128636837,"channel":1,"num_words":1,"start":103.565,"end":103.885},{"sentences":[{"text":"to","start":103.755,"end":103.915,"sentiment":"neutral","sentiment_score":-0.04810578376054764}],"sentiment":"neutral","sentiment_score":-0.04810578376054764,"channel":0,"num_words":1,"start":103.755,"end":103.915},{"sentences":[{"text":"inquiries","start":103.885,"end":104.385,"sentiment":"neutral","sentiment_score":-0.055180516093969345}],"sentiment":"neutral","sentiment_score":-0.055180516093969345,"channel":1,"num_words":1,"start":103.885,"end":104.385},{"sentences":[{"text":"her.","start":103.915,"end":104.415,"sentiment":"neutral","sentiment_score":-0.06255007535219193}],"sentiment":"neutral","sentiment_score":-0.06255007535219193,"channel":0,"num_words":1,"start":103.915,"end":104.415},{"sentences":[{"text":"regarding a new business application or for existing policy information, please press 1.","start":104.525,"end":109.505005,"sentiment":"neutral","sentiment_score":-0.05056875485640306},{"text":"For underwriting inquiries, please press 2.","start":109.725006,"end":112.705,"sentiment":"neutral","sentiment_score":-0.04584852730234464}],"sentiment":"neutral","sentiment_score":-0.049078156681437245,"channel":1,"num_words":19,"start":104.525,"end":112.705},{"sentences":[{"text":"Us.","start":114.13,"end":114.45,"sentiment":"neutral","sentiment_score":-0.07075218111276627},{"text":"Both night and neither of those.","start":114.45,"end":115.65,"sentiment":"neutral","sentiment_score":-0.2756209522485733},{"text":"Let's go with that.","start":115.65,"end":116.61,"sentiment":"neutral","sentiment_score":-0.2377190925180912},{"text":"That sounds good.","start":116.61,"end":117.59,"sentiment":"neutral","sentiment_score":0.12251103421052296}],"sentiment":"neutral","sentiment_score":-0.16484436871750013,"channel":0,"num_words":14,"start":114.13,"end":117.59},{"sentences":[{"text":"To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes.","start":119.01,"end":125.67,"sentiment":"neutral","sentiment_score":0.08564562611281872},{"text":"Thanks for calling AIA.","start":126.93,"end":128.47,"sentiment":"neutral","sentiment_score":0.22433160990476608},{"text":"Please hold, and a member of our team will be with you shortly.","start":128.77,"end":131.475,"sentiment":"neutral","sentiment_score":0.13532618949046502}],"sentiment":"neutral","sentiment_score":0.11809403852031038,"channel":1,"num_words":37,"start":119.01,"end":131.475},{"sentences":[{"text":"I don't remember.","start":164.26001,"end":165.24,"sentiment":"neutral","sentiment_score":-0.09295526891946793}],"sentiment":"neutral","sentiment_score":-0.09295526891946793,"channel":0,"num_words":3,"start":164.26001,"end":165.24},{"sentences":[{"text":"Thank you for holding.","start":191.835,"end":192.975,"sentiment":"neutral","sentiment_score":0.1394696794450283},{"text":"Your call is important to us.","start":193.35501,"end":195.13501,"sentiment":"neutral","sentiment_score":0.04518711691101392},{"text":"If you wish to speak to one of our consultants, please continue to hold.","start":195.515,"end":209.49875,"sentiment":"neutral","sentiment_score":-0.12245505994984082},{"text":"Sorry.","start":259.93,"end":260.43,"sentiment":"neutral","sentiment_score":-0.24558889865875244},{"text":"Your wait is taking a little longer than expected.","start":260.88998,"end":263.22998,"sentiment":"negative","sentiment_score":-0.41609463426801896}],"sentiment":"neutral","sentiment_score":-0.14340617726830876,"channel":1,"num_words":34,"start":191.835,"end":263.22998},{"sentences":[{"text":"Please continue to hold, and we'll be with you as soon as we can.","start":263.85,"end":267.07,"sentiment":"neutral","sentiment_score":-0.16637774024690902},{"text":"Thanks for calling a Welcome to AIA Australia.","start":327.60498,"end":334.505,"sentiment":"positive","sentiment_score":0.4354219250380993},{"text":"This is Lucy.","start":334.565,"end":335.465,"sentiment":"neutral","sentiment_score":0.2557937701543172}],"sentiment":"neutral","sentiment_score":0.0768587338924408,"channel":1,"num_words":25,"start":263.85,"end":335.465},{"sentences":[{"text":"Hi, Lucy.","start":336.9,"end":337.7,"sentiment":"neutral","sentiment_score":0.251367524266243},{"text":"My name is Larissa from Financial.","start":337.7,"end":339.24,"sentiment":"neutral","sentiment_score":0.23754359781742096},{"text":"How are you going?","start":339.3,"end":340.2,"sentiment":"neutral","sentiment_score":0.24458111822605133}],"sentiment":"neutral","sentiment_score":0.2421934256951014,"channel":0,"num_words":12,"start":336.9,"end":340.2},{"sentences":[{"text":"Yes.","start":340.69,"end":341.01,"sentiment":"neutral","sentiment_score":0.2284582555294037},{"text":"Thanks for.","start":341.01,"end":341.49002,"sentiment":"positive","sentiment_score":0.4695727378129959},{"text":"How are you?","start":341.49002,"end":342.31,"sentiment":"neutral","sentiment_score":0.26617515583833057}],"sentiment":"neutral","sentiment_score":0.32768819977839786,"channel":1,"num_words":6,"start":340.69,"end":342.31},{"sentences":[{"text":"Yeah.","start":343.47498,"end":343.63498,"sentiment":"neutral","sentiment_score":0.30351340770721436},{"text":"Very 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please?","start":352.85,"end":354.63,"sentiment":"neutral","sentiment_score":0.053657609437193186}],"sentiment":"neutral","sentiment_score":0.05676413824160894,"channel":1,"num_words":9,"start":352.13,"end":354.63},{"sentences":[{"text":"Yeah.","start":356.52,"end":356.84,"sentiment":"neutral","sentiment_score":0.033073388040065765},{"text":"It's 226442.","start":356.84,"end":359.18,"sentiment":"neutral","sentiment_score":0.04194624163210392}],"sentiment":"neutral","sentiment_score":0.0389886237680912,"channel":0,"num_words":3,"start":356.52,"end":359.18},{"sentences":[{"text":"Thank you.","start":361.30502,"end":362.045,"sentiment":"neutral","sentiment_score":0.2863755375146866},{"text":"Just bringing that one up now.","start":367.945,"end":369.725,"sentiment":"neutral","sentiment_score":0.2050273542602857},{"text":"Just to confirm, that was 26442?","start":375.09,"end":378.78998,"sentiment":"neutral","sentiment_score":0.09582419941822688}],"sentiment":"neutral","sentiment_score":0.16984717122146062,"channel":1,"num_words":14,"start":361.30502,"end":378.78998},{"sentences":[{"text":"Okay.","start":380.185,"end":380.685,"sentiment":"neutral","sentiment_score":-0.005139589309692383},{"text":"2262.","start":380.745,"end":382.7,"sentiment":"neutral","sentiment_score":-0.008664910681545734}],"sentiment":"neutral","sentiment_score":-0.006902249995619059,"channel":0,"num_words":2,"start":380.185,"end":382.7},{"sentences":[{"text":"I'm sorry.","start":386.04498,"end":386.685,"sentiment":"neutral","sentiment_score":-0.1283453330397606},{"text":"The phone line keeps cutting out.","start":386.685,"end":388.705,"sentiment":"negative","sentiment_score":-0.35623567303021747},{"text":"Is it 226442?","start":388.925,"end":391.905,"sentiment":"neutral","sentiment_score":-0.05386406679948171}],"sentiment":"neutral","sentiment_score":-0.23233608224175192,"channel":1,"num_words":11,"start":386.04498,"end":391.905},{"sentences":[{"text":"Yes.","start":393.08002,"end":393.48,"sentiment":"neutral","sentiment_score":0.0150289386510849},{"text":"Correct.","start":393.48,"end":393.98,"sentiment":"neutral","sentiment_score":0.03759736940264702}],"sentiment":"neutral","sentiment_score":0.02631315402686596,"channel":0,"num_words":2,"start":393.08002,"end":393.98},{"sentences":[{"text":"Thank you.","start":394.685,"end":399.085,"sentiment":"neutral","sentiment_score":0.1204153448343277},{"text":"Can you please also confirm the adviser code?","start":399.085,"end":401.745,"sentiment":"neutral","sentiment_score":0.023779582465067506}],"sentiment":"neutral","sentiment_score":0.04310673493891955,"channel":1,"num_words":10,"start":394.685,"end":401.745},{"sentences":[{"text":"Maybe.","start":408.72,"end":409.22,"sentiment":"neutral","sentiment_score":-0.03433952480554581},{"text":"I should know at the top of my head by now.","start":411.52,"end":413.86,"sentiment":"neutral","sentiment_score":-0.0469717068428343},{"text":"I do not know it.","start":415.28,"end":418.41998,"sentiment":"neutral","sentiment_score":-0.09142881333827972}],"sentiment":"neutral","sentiment_score":-0.059304256868713046,"channel":0,"num_words":17,"start":408.72,"end":418.41998},{"sentences":[{"text":"That's alright.","start":420.935,"end":421.57498,"sentiment":"neutral","sentiment_score":0.022190868854522705},{"text":"I'll see what else we can confirm for you.","start":421.57498,"end":424.31497,"sentiment":"neutral","sentiment_score":0.05677591140071551},{"text":"What is the name of the office that you're calling from, please?","start":427.175,"end":430.155,"sentiment":"neutral","sentiment_score":0.015867069363594055}],"sentiment":"neutral","sentiment_score":0.03242477272515711,"channel":1,"num_words":23,"start":420.935,"end":430.155},{"sentences":[{"text":"Financial.","start":431.295,"end":431.795,"sentiment":"neutral","sentiment_score":0.017165180295705795}],"sentiment":"neutral","sentiment_score":0.017165180295705795,"channel":0,"num_words":1,"start":431.295,"end":431.795},{"sentences":[{"text":"Thank you.","start":432.85,"end":433.41,"sentiment":"neutral","sentiment_score":0.07663796469569206},{"text":"And can you please confirm the PO box address?","start":433.41,"end":436.71002,"sentiment":"neutral","sentiment_score":0.03277710514763991}],"sentiment":"neutral","sentiment_score":0.04075180688364939,"channel":1,"num_words":11,"start":432.85,"end":436.71002},{"sentences":[{"text":"It's PO Box.","start":443.15,"end":445.97,"sentiment":"neutral","sentiment_score":0.00646723248064518},{"text":"I don't have to write it much.","start":449.965,"end":451.505,"sentiment":"neutral","sentiment_score":0.009135137711252485},{"text":"PO Box Is 10401 Southport, BC 4215.","start":453.565,"end":461.985,"sentiment":"neutral","sentiment_score":0.03255357140941279}],"sentiment":"neutral","sentiment_score":0.018307215369799557,"channel":0,"num_words":17,"start":443.15,"end":461.985},{"sentences":[{"text":"Thank you.","start":463.09,"end":463.81,"sentiment":"neutral","sentiment_score":0.14874673634767532},{"text":"And can you please also confirm the name of the 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please.","start":825.475,"end":826.035,"sentiment":"neutral","sentiment_score":0.05737617611885071}],"sentiment":"neutral","sentiment_score":0.023748148137665525,"channel":0,"num_words":49,"start":793.885,"end":826.035},{"sentences":[{"text":"Yeah.","start":826.035,"end":826.195,"sentiment":"neutral","sentiment_score":0.038058195263147354},{"text":"Because I was like, I just think this has been done, so I got back in there.","start":826.195,"end":829.315,"sentiment":"neutral","sentiment_score":0.026272638317416695},{"text":"The only problem with that one is Jonathan's.","start":829.315,"end":831.255,"sentiment":"neutral","sentiment_score":-0.2630293294787407},{"text":"Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance.","start":832.19,"end":837.97003,"sentiment":"negative","sentiment_score":-0.3583696782588959},{"text":"Yes, ma'am.","start":838.27,"end":838.75,"sentiment":"neutral","sentiment_score":-0.05013016611337662}],"sentiment":"neutral","sentiment_score":-0.17360192115108172,"channel":0,"num_words":45,"start":826.035,"end":838.75},{"sentences":[{"text":"It's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk.","start":838.75,"end":844.43,"sentiment":"neutral","sentiment_score":-0.08484755405648188},{"text":"This is our standard reason just being in.","start":844.43,"end":846.61,"sentiment":"neutral","sentiment_score":-0.14358067512512207},{"text":"I just like to say that he's technically the most, ma'am.","start":846.89496,"end":849.71497,"sentiment":"neutral","sentiment_score":0.05415143817663193},{"text":"Because Allstate's, like, no.","start":851.055,"end":852.095,"sentiment":"neutral","sentiment_score":-0.040695007890462875},{"text":"I'm just.","start":852.095,"end":852.83496,"sentiment":"neutral","sentiment_score":-0.03194934502243996}],"sentiment":"neutral","sentiment_score":-0.05630435089164592,"channel":0,"num_words":47,"start":838.75,"end":852.83496},{"sentences":[{"text":"And I'm okay.","start":857.855,"end":858.575,"sentiment":"neutral","sentiment_score":0.16372465590635935},{"text":"So I'll catch it.","start":858.575,"end":859.38,"sentiment":"neutral","sentiment_score":0.19853119924664497},{"text":"I can.","start":859.86,"end":860.42,"sentiment":"neutral","sentiment_score":0.12598135322332382},{"text":"Can we do it later?","start":860.42,"end":861.3,"sentiment":"neutral","sentiment_score":0.05621498599648476},{"text":"Because I'm currently on hold at AIN.","start":861.3,"end":863.08,"sentiment":"neutral","sentiment_score":-0.03643189849598067}],"sentiment":"neutral","sentiment_score":0.07444348150775545,"channel":0,"num_words":21,"start":857.855,"end":863.08},{"sentences":[{"text":"I still wait for it.","start":863.54,"end":864.82,"sentiment":"neutral","sentiment_score":-0.026178700849413872},{"text":"I agree.","start":864.82,"end":865.48,"sentiment":"neutral","sentiment_score":0.09093810990452766},{"text":"Yeah.","start":866.34,"end":866.84,"sentiment":"neutral","sentiment_score":0.07433338463306427},{"text":"Maybe.","start":867.06,"end":867.38,"sentiment":"neutral","sentiment_score":0.10246121883392334},{"text":"Yes.","start":867.38,"end":867.88,"sentiment":"neutral","sentiment_score":0.14355430006980896}],"sentiment":"neutral","sentiment_score":0.037133161909878254,"channel":0,"num_words":10,"start":863.54,"end":867.88},{"sentences":[{"text":"Yeah.","start":867.94,"end":868.44,"sentiment":"neutral","sentiment_score":0.20204728841781616},{"text":"I mean, we could talk now.","start":868.74,"end":869.78,"sentiment":"neutral","sentiment_score":0.283173310259978},{"text":"It's just that I'll feel very good for AIN.","start":869.78,"end":871.8,"sentiment":"positive","sentiment_score":0.3625832365618812},{"text":"Sorry?","start":900.415,"end":900.915,"sentiment":"neutral","sentiment_score":0.12490621954202652},{"text":"Click.","start":903.135,"end":903.53503,"sentiment":"neutral","sentiment_score":0.05021482706069946}],"sentiment":"neutral","sentiment_score":0.29663651809096336,"channel":0,"num_words":18,"start":867.94,"end":903.53503},{"sentences":[{"text":"Click.","start":903.53503,"end":904.03503,"sentiment":"neutral","sentiment_score":0.04776454344391823},{"text":"Yeah.","start":909.695,"end":909.855,"sentiment":"neutral","sentiment_score":0.07113023102283478},{"text":"You can just submit it.","start":909.855,"end":910.655,"sentiment":"neutral","sentiment_score":0.10016559064388275},{"text":"So you gotta download it?","start":910.655,"end":912.03503,"sentiment":"neutral","sentiment_score":0.08006437569856643},{"text":"Download to keep on file, go back to normal.","start":913.75,"end":915.51,"sentiment":"neutral","sentiment_score":0.08224674314260483}],"sentiment":"neutral","sentiment_score":0.08382215687916392,"channel":0,"num_words":21,"start":903.53503,"end":915.51},{"sentences":[{"text":"Now you download it.","start":915.51,"end":916.15,"sentiment":"neutral","sentiment_score":0.09076333977282047},{"text":"I'm just gonna transfer to David.","start":916.15,"end":917.99,"sentiment":"neutral","sentiment_score":0.09945809096097946},{"text":"Do you think?","start":917.99,"end":918.81,"sentiment":"neutral","sentiment_score":0.05329853296279907},{"text":"No.","start":948.77,"end":949.09,"sentiment":"neutral","sentiment_score":-0.023583266884088516},{"text":"If you sign the PWA, happy day.","start":949.09,"end":950.95,"sentiment":"neutral","sentiment_score":0.11690099218061992}],"sentiment":"neutral","sentiment_score":0.09116291343456223,"channel":0,"num_words":21,"start":915.51,"end":950.95},{"sentences":[{"text":"I mean, realistically, that should be sent in with the PWA, but I'm sure.","start":951.89,"end":955.27,"sentiment":"neutral","sentiment_score":0.09385170814182077},{"text":"I consider this.","start":957.215,"end":958.835,"sentiment":"neutral","sentiment_score":-0.0035317651927471157},{"text":"Not important now.","start":959.215,"end":960.435,"sentiment":"neutral","sentiment_score":-0.17700795829296112},{"text":"Yeah.","start":965.695,"end":965.855,"sentiment":"neutral","sentiment_score":-0.05467851832509041},{"text":"How much you end up taking?","start":965.855,"end":967.235,"sentiment":"neutral","sentiment_score":-0.038687096598247685}],"sentiment":"neutral","sentiment_score":0.01798161650421443,"channel":0,"num_words":27,"start":951.89,"end":967.235},{"sentences":[{"text":"First.","start":969.055,"end":969.555,"sentiment":"neutral","sentiment_score":-0.006185932084918022},{"text":"Mhmm.","start":1244.715,"end":1245.035,"sentiment":"neutral","sentiment_score":0.004250232130289078},{"text":"K.","start":1245.035,"end":1245.535,"sentiment":"neutral","sentiment_score":0.008006326854228973},{"text":"Oh, what?","start":1248.795,"end":1249.455,"sentiment":"neutral","sentiment_score":0.012429030612111092},{"text":"I can okay.","start":1250.155,"end":1250.955,"sentiment":"neutral","sentiment_score":0.07756597548723221}],"sentiment":"neutral","sentiment_score":0.032953326823189855,"channel":0,"num_words":8,"start":969.055,"end":1250.955},{"sentences":[{"text":"Fine.","start":1250.955,"end":1251.195,"sentiment":"neutral","sentiment_score":0.10335497558116911},{"text":"I'll just have to work.","start":1251.195,"end":1252.3408,"sentiment":"neutral","sentiment_score":-0.19778335243463516}],"sentiment":"neutral","sentiment_score":-0.14759363109866777,"channel":0,"num_words":6,"start":1250.955,"end":1252.3408}]},"summary":{"result":"success","short":"The customer calls AIA Australia to inquire about a claim for a client. The representative asks for the claim number and adviser code, and the customer provides the information. The representative informs the customer that they are due to provide an update on the claim and will need to call a case manager. The customer expresses concern about the claim and the representative suggests they wait for the information to be sent."},"intents":{"segments":[{"text":"I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please. Okay. Sure.","start_word":387,"end_word":411,"intents":[{"intent":"Get update on client's claim","confidence_score":0.0024079639}]},{"text":"So I can see that it is under assessment at the moment. And we are due to provide an update on that. So I'll see if I can get in touch with the case manager.","start_word":606,"end_word":640,"intents":[{"intent":"Update assessment","confidence_score":0.16876718}]},{"text":"So I'll see if I can get in touch with the case manager.","start_word":628,"end_word":640,"intents":[{"intent":"Request case manager call","confidence_score":0.0011723179}]},{"text":"I'm just doing CGT because I'm now doing the math. It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers?","start_word":862,"end_word":902,"intents":[{"intent":"Remain qsebra","confidence_score":0.0042505157}]},{"text":"The only problem with that one is Jonathan's. Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance. Yes, ma'am.","start_word":923,"end_word":949,"intents":[{"intent":"Discuss bed cost","confidence_score":0.0025745232}]},{"text":"You can just submit it. So you gotta download it? Download to keep on file, go back to normal. Now you download it.","start_word":1048,"end_word":1070,"intents":[{"intent":"Review submitted file","confidence_score":0.000043576845}]},{"text":"I'm just gonna transfer to David. Do you think? No.","start_word":1071,"end_word":1080,"intents":[{"intent":"Transfer to david","confidence_score":0.17836002}]},{"text":"If you sign the PWA, happy day. I mean, realistically, that should be sent in with the PWA, but I'm sure. I consider this. Not important now. Yeah.","start_word":1081,"end_word":1108,"intents":[{"intent":"Sign pwa","confidence_score":0.097799934}]},{"text":"How much you end up taking? First.","start_word":1109,"end_word":1115,"intents":[{"intent":"Confirm avp's commitment","confidence_score":4.8377024e-7}]}]},"sentiments":{"segments":[{"text":"Thanks for calling AIA Australia. We're here to support you towards a healthier, longer, better life.","start_word":0,"end_word":15,"sentiment":"positive","sentiment_score":0.6472713947296143},{"text":"We may record this call for quality and coaching purposes. Any personal information collected during your call is subject to our privacy policy, which you can read at our website, or please press 9 to listen to a summary now. If you are calling about a life insurance policy, please press 1. If you are calling about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. I wasn't listening. If you are calling about a life insurance policy, please press 1. If you are calling Amazing. about an existing Vitality membership, please press 2. If you are calling about a private health insurance policy, please press 3. To make a claim or check on the progress of an existing claim, please press 1. If you are a financial adviser, please press 2. If you are a policyholder, please press 3. To cancel your insurance policy, please press 4. To listen to these option For any inquiries regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2. Right.","start_word":16,"end_word":202,"sentiment":"neutral","sentiment_score":0.0040580956265330315},{"text":"So it looks like it's from fucking your account. Oh, I wasn't listening to you again.","start_word":203,"end_word":218,"sentiment":"negative","sentiment_score":-0.5682699680328369},{"text":"Oh. K I lady. I'm hoping For to speak any to inquiries her. regarding a new business application or for existing policy information, please press 1. For underwriting inquiries, please press 2. Us. Both night and neither of those. Let's go with that. That sounds good. To ensure our high standards of customer service are maintained, this call may be monitored or recorded for training purposes. Thanks for calling AIA. Please hold, and a member of our team will be with you shortly. I don't remember. Thank you for holding. Your call is important to us. If you wish to speak to one of our consultants, please continue to hold. Sorry.","start_word":219,"end_word":329,"sentiment":"neutral","sentiment_score":-0.01436170089889217},{"text":"Your wait is taking a little longer than expected.","start_word":330,"end_word":338,"sentiment":"negative","sentiment_score":-0.4169752597808838},{"text":"Please continue to hold, and we'll be with you as soon as we can.","start_word":339,"end_word":352,"sentiment":"neutral","sentiment_score":-0.16176944971084595},{"text":"Thanks for calling a Welcome to AIA Australia.","start_word":353,"end_word":360,"sentiment":"positive","sentiment_score":0.4288124740123749},{"text":"This is Lucy. Hi, Lucy. My name is Larissa from Financial. How are you going? Yes.","start_word":361,"end_word":376,"sentiment":"neutral","sentiment_score":0.24093443155288696},{"text":"Thanks for.","start_word":377,"end_word":378,"sentiment":"positive","sentiment_score":0.4470008313655853},{"text":"How are you? Yeah.","start_word":379,"end_word":382,"sentiment":"neutral","sentiment_score":0.2864384353160858},{"text":"Very good. Thank you.","start_word":383,"end_word":386,"sentiment":"positive","sentiment_score":0.5635856986045837},{"text":"I was just wanting to call to get a bit of an update on one of my client's claims, if I could, please. Okay. Sure. Do you have the claim number, please? Yeah. It's 226442. Thank you. Just bringing that one up now. Just to confirm, that was 26442? Okay. 2262. I'm sorry.","start_word":387,"end_word":439,"sentiment":"neutral","sentiment_score":0.10226530581712724},{"text":"The phone line keeps cutting out.","start_word":440,"end_word":445,"sentiment":"negative","sentiment_score":-0.3465519845485687},{"text":"Is it 226442? Yes. Correct. Thank you. Can you please also confirm the adviser code? Maybe. I should know at the top of my head by now. I do not know it. That's alright. I'll see what else we can confirm for you. What is the name of the office that you're calling from, please? Financial. Thank you. And can you please confirm the PO box address? It's PO Box. I don't have to write it much. PO Box Is 10401 Southport, BC 4215. Thank you. And can you please also confirm the name of the adviser?","start_word":446,"end_word":542,"sentiment":"neutral","sentiment_score":0.0189527478069067},{"text":"Definitely honored that. Thank you for that.","start_word":543,"end_word":549,"sentiment":"positive","sentiment_score":0.406627744436264},{"text":"I can give you the code that I've got on file here if you need it. Yes. Yep. That is 4H Like Yep. 0000738.","start_word":550,"end_word":573,"sentiment":"neutral","sentiment_score":0.1624513417482376},{"text":"Perfect.","start_word":574,"end_word":574,"sentiment":"positive","sentiment_score":0.4365031719207764},{"text":"I'm a save it. And do you just need an update on the claim for this one? Yeah. If I could please. K. I'll see what I can find here. Alright. So I can see that it is under assessment at the moment. And we are due to provide an update on that. So I'll see if I can get in touch with the case manager. I'll Yep. just need to place you on hold for a few minutes, please. No. That's okay.","start_word":575,"end_word":657,"sentiment":"neutral","sentiment_score":0.09766323792647166},{"text":"Thank you. Thank you.","start_word":658,"end_word":661,"sentiment":"positive","sentiment_score":0.549282431602478},{"text":"Yes. For all the practicing Catholics in the room. I'll just I'll like to do a case like a. Yeah. Go do that. I'll clean it up, and then we'll go from there. I'm just literally gonna call through everyone. I'm gonna need to call Timothy Dustin at some point. Yeah. I didn't know. Yeah. And then I need to have a look at Julie Rollins properly. I've gotten rid of everyone else that was on that list apart from Charles Roja and Darren Harry, who's only brand new. Yep. Charles Charles. Manny is definitely not a client, by the way. Oh, no deal. Thank you. Yeah. I'm sorry. I'm fine. I was like, that's the yeah. No.","start_word":662,"end_word":779,"sentiment":"neutral","sentiment_score":-0.06623794883489609},{"text":"I'm not what you're doing.","start_word":780,"end_word":784,"sentiment":"negative","sentiment_score":-0.33610543608665466},{"text":"You're one I'm just saying Doing the weird layer things was like, oh, let me go through the new point six five today. LA is the back. It's kinda weird. I'm at the top, and I did a million things. We've proposed your thing with just SMA. I was like, oh, also, I've just done the one where it's right on the hydro point, you know, the ones that I preset. So I've just done that. Okay. I'm just doing CGT because I'm now doing the math. It's on the 1.1 to all halfway for AVP, I was gonna ask you because do you you will wanna start again if they retain QSebra and do the yearly rollovers? Yes, please. Yeah. Because I was like, I just think this has been done, so I got back in there. The only problem with that one is Jonathan's.","start_word":785,"end_word":930,"sentiment":"neutral","sentiment_score":-0.049394857202184526},{"text":"Because we've been international shares, if these aren't cheaper, these are more expensive, it's worth less performance.","start_word":931,"end_word":947,"sentiment":"negative","sentiment_score":-0.3546215891838074},{"text":"Yes, ma'am. It's just that one you're going to maybe I know the bed is gonna be the bed that we It's the risk. This is our standard reason just being in. I just like to say that he's technically the most, ma'am. Because Allstate's, like, no. I'm just. And I'm okay. So I'll catch it. I can. Can we do it later? Because I'm currently on hold at AIN. I still wait for it. I agree. Yeah. Maybe. Yes. Yeah. I mean, we could talk now.","start_word":948,"end_word":1034,"sentiment":"neutral","sentiment_score":0.018422944471240044},{"text":"It's just that I'll feel very good for AIN.","start_word":1035,"end_word":1043,"sentiment":"positive","sentiment_score":0.36507678031921387},{"text":"Sorry? Click. Click. Yeah. You can just submit it. So you gotta download it? Download to keep on file, go back to normal. Now you download it. I'm just gonna transfer to David. Do you think? No. If you sign the PWA, happy day. I mean, realistically, that should be sent in with the PWA, but I'm sure. I consider this. Not important now. Yeah. How much you end up taking? First. Mhmm. K. Oh, what? I can okay. Fine. I'll just have to work.","start_word":1044,"end_word":1128,"sentiment":"neutral","sentiment_score":0.04456148252767675}],"average":{"sentiment":"neutral","sentiment_score":0.012130476349028784}}}}