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I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf. Do you have just a few minutes now for me? Is that okay? Are you in a place where you can speak? Yeah. Oh, that's okay. Not a problem. Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes. Are you happy for me to proceed with that? Lovely. And I just have to do security because I am discussing your personal information. If I could just get you to confirm your full name, your date of birth, and address I should have on file. Thank you so much, Deborah. Look. I just wanna give you a quick courtesy call. We have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end. As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well. We wanted to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously. I especially did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process. Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough. Essentially, there are three things that do have to happen. So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end. One of those is notifying of any additional medicals that may be required. We do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and then also seeking approval and understanding that you're okay with that and approving that you're comfortable to go through those medicals. When we went through and had a look at the system and how everything had gone through, there was a breakdown in that where our staff member had not followed through. We then identified that as an internal problem, and I cannot apologize enough for that. I have then taken that back to our senior management team, and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there. But it's absolutely not okay. I am so sorry that occurred. I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you. The last thing I wanted was for you to be made to feel that way. I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you. Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through. So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form. No. That's no. That's understandable. I just wanna make sure that we look after you. And as I mentioned, our senior management team are in the process of drafting up a letter with regard to our investigation, and the insurer are still investigating things on their end as well because they, you know, they obviously didn't provide or didn't look after you the way they should have as well. And we've submitted that complaint and asked them to escalate that for you as well. Okay. All good. I just wanted to I do would like to do a bit of a catch up with you. I do need to update your advice to reflect the change of the strategy with regard to insurances as well. I wanted to do this at a time that's comfortable for you. Are you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks? What would be more preferable and comfortable for you? Okay. Yep. Yeah. Yeah. So we can okay. No. That's absolutely fine. That's not a problem. So what I'll do yeah. Yeah. Having a look. It depends on what he's looking at. I'd have to have a bit of a look, but maybe what I'd probably like to do is have a bit of a catch up with you both as well and see. Because yeah. Okay. I'm just having a quick look. I am limited to how much I can tell you just with regard to the privacy side of things. But what yeah. Yep. Yeah. Absolute yeah. Yeah. Absolutely. Yep. No. You're on schedule. Yeah. Absolutely. Do you think it'll be would Cole be open to you? I'd love to just generate a bit of a report and have a look at his super and maybe send him an email just with a bit of a break down and see if I can get him to clarify for me what it was that he was concerned about. Would would that be okay? Do you think he'd have you're right. Yeah. Yeah. Yep. Okay. Yep. No. That's okay. Yeah. Yeah. No. That's okay. I'll I'll pull up a report, and I'll have a look at it in detail. And I'll send him an email with the report, and I'll break down what's been going on with the super since the change there. And that way, I can get some clarification. And then Cole will also have my email so he can refer back or ask me any additional questions that you might have as well. And then I am technically, my team is still gonna be working on this for you, but I will be away just for the next two weeks while I take a a slight break with my son. But when I come back from that at the end of the month, are you okay if I then get you to give you the call again and we book in another time to update your strategy? Yep. Yep. Beautiful. Excellent. In the meantime, I'll get that out to Cole and give him a bit of an update for you. Okay. No. That's okay. Thank you so much for taking my call. You too. Thank you, Deborah. Talk to you soon. Thanks. 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Deborah. It's Dana from Okey Financial. How are you this evening? I'm very well. Thank you.\n\nI just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf. Do you have just a few minutes now for me? Is that okay? Are you in a place where you can speak? Yeah.\n\nOh, that's okay. Not a problem. Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes. Are you happy for me to proceed with that? Lovely.\n\nAnd I just have to do security because I am discussing your personal information. If I could just get you to confirm your full name, your date of birth, and address I should have on file. Thank you so much, Deborah. Look. I just wanna give you a quick courtesy call.\n\nWe have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end. As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well. We wanted to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously. I especially did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process. Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough.\n\nEssentially, there are three things that do have to happen. So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end. One of those is notifying of any additional medicals that may be required. We do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and then also seeking approval and understanding that you're okay with that and approving that you're comfortable to go through those medicals. When we went through and had a look at the system and how everything had gone through, there was a breakdown in that where our staff member had not followed through.\n\nWe then identified that as an internal problem, and I cannot apologize enough for that. I have then taken that back to our senior management team, and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there. But it's absolutely not okay. I am so sorry that occurred. I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you.\n\nThe last thing I wanted was for you to be made to feel that way. I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you. Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through. So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form. No.\n\nThat's no. That's understandable. I just wanna make sure that we look after you. And as I mentioned, our senior management team are in the process of drafting up a letter with regard to our investigation, and the insurer are still investigating things on their end as well because they, you know, they obviously didn't provide or didn't look after you the way they should have as well. And we've submitted that complaint and asked them to escalate that for you as well.\n\nOkay. All good. I just wanted to I do would like to do a bit of a catch up with you. I do need to update your advice to reflect the change of the strategy with regard to insurances as well. I wanted to do this at a time that's comfortable for you.\n\nAre you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks? What would be more preferable and comfortable for you? Okay. Yep. Yeah.\n\nYeah. So we can okay. No. That's absolutely fine. That's not a problem.\n\nSo what I'll do yeah. Yeah. Having a look. It depends on what he's looking at. I'd have to have a bit of a look, but maybe what I'd probably like to do is have a bit of a catch up with you both as well and see.\n\nBecause yeah. Okay. I'm just having a quick look. I am limited to how much I can tell you just with regard to the privacy side of things. But what yeah.\n\nYep. Yeah. Absolute yeah. Yeah. Absolutely.\n\nYep. No. You're on schedule. Yeah. Absolutely.\n\nDo you think it'll be would Cole be open to you? I'd love to just generate a bit of a report and have a look at his super and maybe send him an email just with a bit of a break down and see if I can get him to clarify for me what it was that he was concerned about. Would would that be okay? Do you think he'd have you're right. Yeah.\n\nYeah. Yep. Okay. Yep. No.\n\nThat's okay. Yeah. Yeah. No. That's okay.\n\nI'll I'll pull up a report, and I'll have a look at it in detail. And I'll send him an email with the report, and I'll break down what's been going on with the super since the change there. And that way, I can get some clarification. And then Cole will also have my email so he can refer back or ask me any additional questions that you might have as well. And then I am technically, my team is still gonna be working on this for you, but I will be away just for the next two weeks while I take a a slight break with my son.\n\nBut when I come back from that at the end of the month, are you okay if I then get you to give you the call again and we book in another time to update your strategy? Yep. Yep. Beautiful. Excellent.\n\nIn the meantime, I'll get that out to Cole and give him a bit of an update for you. Okay. No. That's okay. Thank you so much for taking my call.\n\nYou too. Thank you, Deborah. Talk to you soon. Thanks. See you later.","paragraphs":[{"sentences":[{"text":"Hi, Deborah.","start":3.84,"end":4.48,"sentiment":"neutral","sentiment_score":0.17187677323818207},{"text":"It's Dana from Okey Financial.","start":4.48,"end":6.24,"sentiment":"neutral","sentiment_score":0.206808602809906},{"text":"How are you this evening?","start":6.24,"end":7.46,"sentiment":"neutral","sentiment_score":0.291556715965271},{"text":"I'm very well.","start":9.36,"end":10.16,"sentiment":"positive","sentiment_score":0.6028695305188497},{"text":"Thank you.","start":10.16,"end":10.639999,"sentiment":"positive","sentiment_score":0.6946949362754822}],"sentiment":"positive","sentiment_score":0.3549163884976331,"num_words":17,"start":3.84,"end":10.639999},{"sentences":[{"text":"I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf.","start":10.639999,"end":18.135,"sentiment":"neutral","sentiment_score":0.1481030641330613},{"text":"Do you have just a few minutes now for me?","start":18.135,"end":20.215,"sentiment":"neutral","sentiment_score":0.05741549227386713},{"text":"Is that okay?","start":20.215,"end":20.935001,"sentiment":"neutral","sentiment_score":0.052510599295298256},{"text":"Are you in a place where you can speak?","start":20.935001,"end":22.795,"sentiment":"neutral","sentiment_score":0.023296962595648237},{"text":"Yeah.","start":23.095001,"end":23.595001,"sentiment":"neutral","sentiment_score":0.0371091291308403}],"sentiment":"neutral","sentiment_score":0.09954502489417791,"num_words":50,"start":10.639999,"end":23.595001},{"sentences":[{"text":"Oh, that's okay.","start":25.815,"end":26.775002,"sentiment":"neutral","sentiment_score":0.109676626821359},{"text":"Not a problem.","start":26.775002,"end":27.575,"sentiment":"neutral","sentiment_score":0.1896167149146398},{"text":"Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes.","start":27.575,"end":32.510002,"sentiment":"neutral","sentiment_score":0.04353812142896155},{"text":"Are you happy for me to proceed with that?","start":32.510002,"end":36.350002,"sentiment":"neutral","sentiment_score":0.24557481209437051},{"text":"Lovely.","start":36.350002,"end":36.75,"sentiment":"positive","sentiment_score":0.5359430909156799}],"sentiment":"neutral","sentiment_score":0.1172227834817022,"num_words":40,"start":25.815,"end":36.75},{"sentences":[{"text":"And I just have to do security because I am discussing your personal information.","start":36.75,"end":40.29,"sentiment":"neutral","sentiment_score":0.1426124737731048},{"text":"If I could just get you to confirm your full name, your date of birth, and address I should have on file.","start":40.670002,"end":45.09,"sentiment":"neutral","sentiment_score":0.10765750536864455},{"text":"Thank you so much, Deborah.","start":51.245003,"end":52.705,"sentiment":"positive","sentiment_score":0.648408305644989},{"text":"Look.","start":53.165,"end":53.565002,"sentiment":"positive","sentiment_score":0.3714112043380738},{"text":"I just wanna give you a quick courtesy call.","start":53.565002,"end":55.745003,"sentiment":"neutral","sentiment_score":0.21752569907241398}],"sentiment":"neutral","sentiment_score":0.19482791715977238,"num_words":51,"start":36.75,"end":55.745003},{"sentences":[{"text":"We have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end.","start":55.885002,"end":65.05,"sentiment":"neutral","sentiment_score":0.07081656091648972},{"text":"As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well.","start":65.59,"end":71.93,"sentiment":"neutral","sentiment_score":0.029081244360316883},{"text":"We wanted to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously.","start":72.145004,"end":81.285,"sentiment":"neutral","sentiment_score":0.05428289355976241},{"text":"I especially did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process.","start":82.145004,"end":90.46,"sentiment":"negative","sentiment_score":-0.37995877708582315},{"text":"Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough.","start":92.12,"end":104.384995,"sentiment":"neutral","sentiment_score":-0.26101910769939424}],"sentiment":"neutral","sentiment_score":-0.1144361237027986,"num_words":181,"start":55.885002,"end":104.384995},{"sentences":[{"text":"Essentially, there are three things that do have to happen.","start":104.924995,"end":107.325,"sentiment":"neutral","sentiment_score":-0.07227174527943134},{"text":"So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end.","start":107.325,"end":116.49,"sentiment":"neutral","sentiment_score":0.007176032236132484},{"text":"One of those is notifying of any additional medicals that may be required.","start":116.49,"end":120.83,"sentiment":"neutral","sentiment_score":-0.00018224922510293813},{"text":"We do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and then also seeking approval and understanding that you're okay with that and approving that you're comfortable to go through those medicals.","start":121.53,"end":139.345,"sentiment":"neutral","sentiment_score":0.08702021068470045},{"text":"When we went through and had a look at the system and how everything had gone through, there was a breakdown in that where our staff member had not followed through.","start":139.98999,"end":148.33,"sentiment":"neutral","sentiment_score":-0.20369363335832472}],"sentiment":"neutral","sentiment_score":-0.015310377044672216,"num_words":135,"start":104.924995,"end":148.33},{"sentences":[{"text":"We then identified that as an internal problem, and I cannot apologize enough for that.","start":148.95,"end":155.355,"sentiment":"negative","sentiment_score":-0.3597748378912608},{"text":"I have then taken that back to our senior management team, and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there.","start":155.995,"end":166.875,"sentiment":"neutral","sentiment_score":-0.011242469648520152},{"text":"But it's absolutely not okay.","start":166.875,"end":168.875,"sentiment":"negative","sentiment_score":-0.6244765162467957},{"text":"I am so sorry that occurred.","start":168.875,"end":170.43,"sentiment":"neutral","sentiment_score":-0.3199985474348068},{"text":"I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you.","start":170.43,"end":176.37,"sentiment":"neutral","sentiment_score":0.09207977906421379}],"sentiment":"neutral","sentiment_score":-0.09988092155341642,"num_words":83,"start":148.95,"end":176.37},{"sentences":[{"text":"The last thing I wanted was for you to be made to feel that way.","start":176.67,"end":180.11,"sentiment":"neutral","sentiment_score":-0.29730865160624187},{"text":"I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you.","start":180.43,"end":188.415,"sentiment":"negative","sentiment_score":-0.39961458454208987},{"text":"Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through.","start":188.875,"end":206.74,"sentiment":"neutral","sentiment_score":-0.15842766880437179},{"text":"So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form.","start":207.36,"end":218.245,"sentiment":"negative","sentiment_score":-0.49409501214285156},{"text":"No.","start":221.905,"end":222.405,"sentiment":"neutral","sentiment_score":-0.09039053320884705}],"sentiment":"neutral","sentiment_score":-0.31720784052774526,"num_words":138,"start":176.67,"end":222.405},{"sentences":[{"text":"That's no.","start":222.425,"end":223.425,"sentiment":"neutral","sentiment_score":-0.2297869473695755},{"text":"That's understandable.","start":223.425,"end":224.165,"sentiment":"neutral","sentiment_score":-0.07333915680646896},{"text":"I just wanna make sure that we look after you.","start":224.945,"end":227.31999,"sentiment":"neutral","sentiment_score":0.012107476592063904},{"text":"And as I mentioned, our senior management team are in the process of drafting up a letter with regard to our investigation, and the insurer are still investigating things on their end as well because they, you know, they obviously didn't provide or didn't look after you the way they should have as well.","start":227.38,"end":243.385,"sentiment":"neutral","sentiment_score":-0.16580129483783687},{"text":"And we've submitted that complaint and asked them to escalate that for you as well.","start":243.605,"end":247.625,"sentiment":"neutral","sentiment_score":-0.17916596929232279}],"sentiment":"neutral","sentiment_score":-0.14609562533806605,"num_words":83,"start":222.425,"end":247.625},{"sentences":[{"text":"Okay.","start":247.685,"end":248.185,"sentiment":"neutral","sentiment_score":0.044156257063150406},{"text":"All good.","start":250.00499,"end":250.90001,"sentiment":"positive","sentiment_score":0.3453022837638855},{"text":"I just wanted to I do would like to do a bit of a catch up with you.","start":251.12001,"end":255.04001,"sentiment":"neutral","sentiment_score":0.1978265345096588},{"text":"I do need to update your advice to reflect the change of the strategy with regard to insurances as well.","start":255.04001,"end":260.58002,"sentiment":"neutral","sentiment_score":0.14320663139224052},{"text":"I wanted to do this at a time that's comfortable for you.","start":261.2,"end":264.26,"sentiment":"neutral","sentiment_score":0.18978607778747877}],"sentiment":"neutral","sentiment_score":0.1780604529633837,"num_words":53,"start":247.685,"end":264.26},{"sentences":[{"text":"Are you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks?","start":264.885,"end":274.565,"sentiment":"neutral","sentiment_score":0.08570739791982553},{"text":"What would be more preferable and comfortable for you?","start":274.565,"end":277.29,"sentiment":"neutral","sentiment_score":0.047483993901146784},{"text":"Okay.","start":281.21002,"end":281.71002,"sentiment":"neutral","sentiment_score":-0.0040456391870975494},{"text":"Yep.","start":281.85,"end":282.35,"sentiment":"neutral","sentiment_score":0.013623412698507307},{"text":"Yeah.","start":292.625,"end":293.025,"sentiment":"neutral","sentiment_score":-0.0013566911220550535}],"sentiment":"neutral","sentiment_score":0.07511968814235713,"num_words":56,"start":264.885,"end":293.025},{"sentences":[{"text":"Yeah.","start":293.025,"end":293.425,"sentiment":"neutral","sentiment_score":-0.0002478361129760742},{"text":"So we can okay.","start":293.425,"end":300.085,"sentiment":"neutral","sentiment_score":0.004276544786989689},{"text":"No.","start":300.145,"end":300.305,"sentiment":"neutral","sentiment_score":0.07990114390850067},{"text":"That's absolutely fine.","start":300.305,"end":301.505,"sentiment":"neutral","sentiment_score":0.20526250203450522},{"text":"That's not a problem.","start":301.505,"end":302.465,"sentiment":"neutral","sentiment_score":0.2418547198176384}],"sentiment":"neutral","sentiment_score":0.12922814402442712,"num_words":13,"start":293.025,"end":302.465},{"sentences":[{"text":"So what I'll do yeah.","start":302.465,"end":304.725,"sentiment":"neutral","sentiment_score":0.1564797043800354},{"text":"Yeah.","start":312.33002,"end":312.83002,"sentiment":"neutral","sentiment_score":0.017151428386569023},{"text":"Having a look.","start":323.05502,"end":324.11502,"sentiment":"neutral","sentiment_score":-0.1492940882841746},{"text":"It depends on what he's looking at.","start":329.855,"end":331.45502,"sentiment":"neutral","sentiment_score":-0.17649483467851365},{"text":"I'd have to have a bit of a look, but maybe what I'd probably like to do is have a bit of a catch up with you both as well and see.","start":331.45502,"end":337.99,"sentiment":"neutral","sentiment_score":-0.05976607045158744}],"sentiment":"neutral","sentiment_score":-0.058256466911795236,"num_words":48,"start":302.465,"end":337.99},{"sentences":[{"text":"Because yeah.","start":339.01,"end":342.47,"sentiment":"neutral","sentiment_score":0.057276805862784386},{"text":"Okay.","start":347.145,"end":347.545,"sentiment":"neutral","sentiment_score":-0.12598130106925964},{"text":"I'm just having a quick look.","start":347.545,"end":348.665,"sentiment":"neutral","sentiment_score":-0.05466040348013242},{"text":"I am limited to how much I can tell you just with regard to the privacy side of things.","start":348.665,"end":353.725,"sentiment":"neutral","sentiment_score":-0.1438749495305513},{"text":"But what yeah.","start":354.665,"end":357.565,"sentiment":"neutral","sentiment_score":-0.014484067757924398}],"sentiment":"neutral","sentiment_score":-0.10053117272834625,"num_words":31,"start":339.01,"end":357.565},{"sentences":[{"text":"Yep.","start":359.225,"end":359.725,"sentiment":"neutral","sentiment_score":0.026184050366282463},{"text":"Yeah.","start":362.025,"end":362.525,"sentiment":"neutral","sentiment_score":0.03995112329721451},{"text":"Absolute yeah.","start":363.71002,"end":365.09003,"sentiment":"neutral","sentiment_score":-0.056558456271886826},{"text":"Yeah.","start":368.27002,"end":368.77002,"sentiment":"neutral","sentiment_score":0.03704145550727844},{"text":"Absolutely.","start":368.91,"end":369.41,"sentiment":"neutral","sentiment_score":0.08435402810573578}],"sentiment":"neutral","sentiment_score":0.01240229078878959,"num_words":6,"start":359.225,"end":369.41},{"sentences":[{"text":"Yep.","start":373.95,"end":374.19,"sentiment":"neutral","sentiment_score":-0.008086370304226875},{"text":"No.","start":374.19,"end":374.43002,"sentiment":"neutral","sentiment_score":-0.25367313623428345},{"text":"You're on schedule.","start":374.43002,"end":375.275,"sentiment":"neutral","sentiment_score":-0.23005788524945578},{"text":"Yeah.","start":377.895,"end":378.215,"sentiment":"neutral","sentiment_score":0.07506504654884338},{"text":"Absolutely.","start":378.215,"end":378.715,"sentiment":"neutral","sentiment_score":0.11151237785816193}],"sentiment":"neutral","sentiment_score":-0.10933653398283891,"num_words":7,"start":373.95,"end":378.715},{"sentences":[{"text":"Do you think it'll be would Cole be open to you?","start":379.495,"end":383.01498,"sentiment":"neutral","sentiment_score":0.09087945927273143},{"text":"I'd love to just generate a bit of a report and have a look at his super and maybe send him an email just with a bit of a break down and see if I can get him to clarify for me what it was that he was concerned about.","start":383.01498,"end":393.5,"sentiment":"neutral","sentiment_score":0.17328563198447228},{"text":"Would would that be okay?","start":393.5,"end":394.78,"sentiment":"neutral","sentiment_score":0.05154800340533257},{"text":"Do you think he'd have you're right.","start":394.78,"end":396.80002,"sentiment":"neutral","sentiment_score":0.002273461249257837},{"text":"Yeah.","start":398.22,"end":398.72,"sentiment":"neutral","sentiment_score":0.03024878166615963}],"sentiment":"neutral","sentiment_score":0.13470079295488224,"num_words":74,"start":379.495,"end":398.72},{"sentences":[{"text":"Yeah.","start":399.66,"end":400.16,"sentiment":"neutral","sentiment_score":0.0475563108921051},{"text":"Yep.","start":404.30002,"end":404.685,"sentiment":"neutral","sentiment_score":0.08104616403579712},{"text":"Okay.","start":406.205,"end":406.705,"sentiment":"neutral","sentiment_score":0.039605218917131424},{"text":"Yep.","start":411.885,"end":412.385,"sentiment":"neutral","sentiment_score":0.0022210367023944855},{"text":"No.","start":419.725,"end":419.885,"sentiment":"neutral","sentiment_score":-0.1483398973941803}],"sentiment":"neutral","sentiment_score":0.0044177666306495665,"num_words":5,"start":399.66,"end":419.885},{"sentences":[{"text":"That's okay.","start":419.885,"end":420.97,"sentiment":"neutral","sentiment_score":-0.05865367501974106},{"text":"Yeah.","start":421.03003,"end":421.53003,"sentiment":"neutral","sentiment_score":-0.009749110788106918},{"text":"Yeah.","start":429.51,"end":430.01,"sentiment":"neutral","sentiment_score":-0.07991472631692886},{"text":"No.","start":430.07,"end":430.31003,"sentiment":"neutral","sentiment_score":-0.1024797260761261},{"text":"That's okay.","start":430.31003,"end":430.95,"sentiment":"neutral","sentiment_score":0.0071109626442194}],"sentiment":"neutral","sentiment_score":-0.04217556970460074,"num_words":7,"start":419.885,"end":430.95},{"sentences":[{"text":"I'll I'll pull up a report, and I'll have a look at it in detail.","start":430.95,"end":433.59003,"sentiment":"neutral","sentiment_score":0.06269761075576147},{"text":"And I'll send him an email with the report, and I'll break down what's been going on with the super since the change there.","start":433.59003,"end":439.155,"sentiment":"neutral","sentiment_score":0.07258853254218896},{"text":"And that way, I can get some clarification.","start":439.69498,"end":441.63498,"sentiment":"neutral","sentiment_score":0.13014838844537735},{"text":"And then Cole will also have my email so he can refer back or ask me any additional questions that you might have as well.","start":441.775,"end":448.675,"sentiment":"neutral","sentiment_score":0.08819906398653984},{"text":"And then I am technically, my team is still gonna be working on this for you, but I will be away just for the next two weeks while I take a a slight break with my son.","start":449.28,"end":457.46,"sentiment":"neutral","sentiment_score":-0.07269647445630383}],"sentiment":"neutral","sentiment_score":0.029715441235708535,"num_words":109,"start":430.95,"end":457.46},{"sentences":[{"text":"But when I come back from that at the end of the month, are you okay if I then get you to give you the call again and we book in another time to update your strategy?","start":457.68,"end":465.495,"sentiment":"neutral","sentiment_score":0.014943707432295825},{"text":"Yep.","start":465.875,"end":466.375,"sentiment":"neutral","sentiment_score":0.037450507283210754},{"text":"Yep.","start":467.955,"end":468.455,"sentiment":"neutral","sentiment_score":0.031762853264808655},{"text":"Beautiful.","start":469.555,"end":470.055,"sentiment":"positive","sentiment_score":0.6423285603523254},{"text":"Excellent.","start":470.275,"end":470.675,"sentiment":"positive","sentiment_score":0.5986770391464233}],"sentiment":"neutral","sentiment_score":0.04544234475711497,"num_words":41,"start":457.68,"end":470.675},{"sentences":[{"text":"In the meantime, I'll get that out to Cole and give him a bit of an update for you.","start":470.675,"end":474.615,"sentiment":"neutral","sentiment_score":0.1918543294856423},{"text":"Okay.","start":474.675,"end":475.175,"sentiment":"neutral","sentiment_score":0.10995426028966904},{"text":"No.","start":476.79495,"end":477.11493,"sentiment":"neutral","sentiment_score":0.058936528861522675},{"text":"That's okay.","start":477.11493,"end":477.67496,"sentiment":"positive","sentiment_score":0.5254107713699341},{"text":"Thank you so much for taking my call.","start":477.67496,"end":479.51495,"sentiment":"positive","sentiment_score":0.7936150133609772}],"sentiment":"positive","sentiment_score":0.36173757093568004,"num_words":31,"start":470.675,"end":479.51495},{"sentences":[{"text":"You too.","start":479.51495,"end":479.99493,"sentiment":"positive","sentiment_score":0.5693389177322388},{"text":"Thank you, Deborah.","start":479.99493,"end":480.87494,"sentiment":"positive","sentiment_score":0.6907121340433756},{"text":"Talk to you soon.","start":480.87494,"end":481.85495,"sentiment":"positive","sentiment_score":0.4249609671533108},{"text":"Thanks.","start":481.99493,"end":482.49493,"sentiment":"positive","sentiment_score":0.6062685251235962},{"text":"See you later.","start":482.55493,"end":483.37494,"sentiment":"positive","sentiment_score":0.3679415086905162}],"sentiment":"positive","sentiment_score":0.509288550569461,"num_words":13,"start":479.51495,"end":483.37494}]}}]},{"alternatives":[{"transcript":"Hello. Debbie speaking. Good. Thanks. How are you? Yep. Yeah. That's fine. Yeah. Yeah. I'm just driving home. Yep. The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234. Yep. Yeah. Yep. Yep. Yep. Okay. That's okay. Yep. That's okay. I appreciate you reaching out to me and looking into it. Yep. Okay. No worries. Look. I've I've got mixed days in the office next week. So I did speak to hubby because you mentioned something about, I don't know, doing something with the shipper. But he he he said we we we don't wanna we don't wanna have to pay any additional super. But he was also because he also because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good. But he actually went in there, and he said that he could see the amount of money that he's lost. It's dropped. No. I don't know if that makes his supers dropped or Yep. Alright. Well, do you wanna give me a call in a couple of weeks? That will give me a time to have a look at it. I've got a feeling you might be talking about your stupid that's dropped. Yep. But if if and if you but if you wanna give us a call in a couple of weeks, I'll know what my schedule is and what call is because I'm in the city next week as well for a couple of days. So I don't get home till, you know, late when I'm driving home. So but if you wanna give me a call in a couple of weeks, that way, then I'll call and I can at least try and sort out a a a date and time. What I can do is when I yeah. Yeah. That's fine. Because I'll let him know that you phoned me. But yeah. That's fine. Send him an email, and I'll let him know tonight because I've just pulled up. So I'll let him know know tonight that you've rung me regarding the other stuff and that he was he was just because I mentioned to him about adding super. I said, well, no. He said we don't wanna pay anymore super. So he said he said he he's in the admin. He says, well, I don't know what they're talking about, the things that are going well. He said because I can see a big drop. Yep. Yes. Yes. Yes. Yep. Yep. Yeah. That's fine. Yeah. Let's wait till you yeah. Let's wait till you come back, and then we'll set up a time. Yeah. That's fine. Alright. Yep. No worries. Thanks, Donna. Have a good one. See you. Bye. 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Debbie speaking. Good. Thanks. How are you?\n\nYep. Yeah. That's fine. Yeah. Yeah.\n\nI'm just driving home. Yep. The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234. Yep. Yeah.\n\nYep. Yep. Yep. Okay. That's okay.\n\nYep. That's okay. I appreciate you reaching out to me and looking into it. Yep. Okay.\n\nNo worries. Look. I've I've got mixed days in the office next week. So I did speak to hubby because you mentioned something about, I don't know, doing something with the shipper. But he he he said we we we don't wanna we don't wanna have to pay any additional super.\n\nBut he was also because he also because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good. But he actually went in there, and he said that he could see the amount of money that he's lost. It's dropped. No. I don't know if that makes his supers dropped or Yep.\n\nAlright. Well, do you wanna give me a call in a couple of weeks? That will give me a time to have a look at it. I've got a feeling you might be talking about your stupid that's dropped. Yep.\n\nBut if if and if you but if you wanna give us a call in a couple of weeks, I'll know what my schedule is and what call is because I'm in the city next week as well for a couple of days. So I don't get home till, you know, late when I'm driving home. So but if you wanna give me a call in a couple of weeks, that way, then I'll call and I can at least try and sort out a a a date and time. What I can do is when I yeah. Yeah.\n\nThat's fine. Because I'll let him know that you phoned me. But yeah. That's fine. Send him an email, and I'll let him know tonight because I've just pulled up.\n\nSo I'll let him know know tonight that you've rung me regarding the other stuff and that he was he was just because I mentioned to him about adding super. I said, well, no. He said we don't wanna pay anymore super. So he said he said he he's in the admin. He says, well, I don't know what they're talking about, the things that are going well.\n\nHe said because I can see a big drop. Yep. Yes. Yes. Yes.\n\nYep. Yep. Yeah. That's fine. Yeah.\n\nLet's wait till you yeah. Let's wait till you come back, and then we'll set up a time. Yeah. That's fine. Alright.\n\nYep. No worries. Thanks, Donna. Have a good one. See you.\n\nBye. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.08,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.0362626314163208},{"text":"Debbie speaking.","start":2.3999999,"end":3.22,"sentiment":"neutral","sentiment_score":0.035444196313619614},{"text":"Good.","start":7.7599998,"end":8.08,"sentiment":"positive","sentiment_score":0.6313076019287109},{"text":"Thanks.","start":8.08,"end":8.32,"sentiment":"positive","sentiment_score":0.6423795819282532},{"text":"How are you?","start":8.32,"end":9.139999,"sentiment":"positive","sentiment_score":0.37255091468493146}],"sentiment":"neutral","sentiment_score":0.3123113689944148,"num_words":8,"start":2.08,"end":9.139999},{"sentences":[{"text":"Yep.","start":18.625,"end":19.125,"sentiment":"neutral","sentiment_score":0.05577055737376213},{"text":"Yeah.","start":21.425,"end":21.665,"sentiment":"neutral","sentiment_score":0.012338735163211824},{"text":"That's fine.","start":21.665,"end":22.485,"sentiment":"neutral","sentiment_score":0.07242656126618385},{"text":"Yeah.","start":23.585,"end":23.744999,"sentiment":"neutral","sentiment_score":0.036906346678733826},{"text":"Yeah.","start":23.744999,"end":23.985,"sentiment":"neutral","sentiment_score":0.03800223767757416}],"sentiment":"neutral","sentiment_score":0.04797849990427494,"num_words":6,"start":18.625,"end":23.985},{"sentences":[{"text":"I'm just driving home.","start":23.985,"end":25.445,"sentiment":"neutral","sentiment_score":0.04809820186346769},{"text":"Yep.","start":35.32,"end":35.82,"sentiment":"positive","sentiment_score":0.3594844341278076},{"text":"The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234.","start":45.524998,"end":50.985,"sentiment":"neutral","sentiment_score":0.03879697090731217},{"text":"Yep.","start":65.5,"end":66.0,"sentiment":"neutral","sentiment_score":0.05742206797003746},{"text":"Yeah.","start":72.54,"end":73.04,"sentiment":"neutral","sentiment_score":0.0795222744345665}],"sentiment":"neutral","sentiment_score":0.05965911028906703,"num_words":20,"start":23.985,"end":73.04},{"sentences":[{"text":"Yep.","start":82.475,"end":82.975,"sentiment":"neutral","sentiment_score":-0.17319080233573914},{"text":"Yep.","start":132.25499,"end":132.75499,"sentiment":"neutral","sentiment_score":0.08846783638000488},{"text":"Yep.","start":137.055,"end":137.555,"sentiment":"neutral","sentiment_score":0.10237493366003036},{"text":"Okay.","start":149.44,"end":149.94,"sentiment":"neutral","sentiment_score":-0.237117737531662},{"text":"That's okay.","start":155.935,"end":160.835,"sentiment":"neutral","sentiment_score":-0.04223990440368652}],"sentiment":"neutral","sentiment_score":-0.050657596439123154,"num_words":6,"start":82.475,"end":160.835},{"sentences":[{"text":"Yep.","start":177.2,"end":177.7,"sentiment":"neutral","sentiment_score":-0.20169083774089813},{"text":"That's okay.","start":218.935,"end":219.41501,"sentiment":"neutral","sentiment_score":0.014141485095024109},{"text":"I appreciate you reaching out to me and looking into it.","start":219.41501,"end":222.795,"sentiment":"neutral","sentiment_score":0.19743120263923297},{"text":"Yep.","start":247.325,"end":247.825,"sentiment":"neutral","sentiment_score":0.028636254370212555},{"text":"Okay.","start":248.045,"end":248.545,"sentiment":"neutral","sentiment_score":0.07452119141817093}],"sentiment":"neutral","sentiment_score":0.13134330045431852,"num_words":16,"start":177.2,"end":248.545},{"sentences":[{"text":"No worries.","start":248.685,"end":249.42499,"sentiment":"neutral","sentiment_score":0.15758997946977615},{"text":"Look.","start":277.53,"end":277.77002,"sentiment":"neutral","sentiment_score":-0.04622076824307442},{"text":"I've I've got mixed days in the office next week.","start":277.77002,"end":281.23,"sentiment":"neutral","sentiment_score":-0.11671114340424538},{"text":"So I did speak to hubby because you mentioned something about, I don't know, doing something with the shipper.","start":282.09,"end":291.39,"sentiment":"neutral","sentiment_score":-0.044154529900927296},{"text":"But he he he said we we we don't wanna we don't wanna have to pay any additional super.","start":293.895,"end":298.955,"sentiment":"neutral","sentiment_score":-0.08247544969383039}],"sentiment":"neutral","sentiment_score":-0.06478670305188965,"num_words":51,"start":248.685,"end":298.955},{"sentences":[{"text":"But he was also because he also because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good.","start":302.375,"end":311.74,"sentiment":"neutral","sentiment_score":0.18283475190401077},{"text":"But he actually went in there, and he said that he could see the amount of money that he's lost.","start":311.74,"end":317.03998,"sentiment":"neutral","sentiment_score":-0.1971597674302757},{"text":"It's dropped.","start":322.46,"end":323.325,"sentiment":"negative","sentiment_score":-0.42227014899253845},{"text":"No.","start":325.325,"end":325.48502,"sentiment":"negative","sentiment_score":-0.3458823263645172},{"text":"I don't know if that makes his supers dropped or Yep.","start":325.48502,"end":338.33,"sentiment":"neutral","sentiment_score":-0.2925968325950883}],"sentiment":"neutral","sentiment_score":-0.028303866882039154,"num_words":69,"start":302.375,"end":338.33},{"sentences":[{"text":"Alright.","start":338.55,"end":338.87,"sentiment":"neutral","sentiment_score":0.09526165574789049},{"text":"Well, do you wanna give me a call in a couple of weeks?","start":338.87,"end":341.27,"sentiment":"neutral","sentiment_score":0.05363493384076999},{"text":"That will give me a time to have a look at it.","start":341.27,"end":343.35,"sentiment":"neutral","sentiment_score":0.0647754454985261},{"text":"I've got a feeling you might be talking about your stupid that's dropped.","start":343.35,"end":346.25,"sentiment":"negative","sentiment_score":-0.4361240519927098},{"text":"Yep.","start":353.745,"end":354.245,"sentiment":"neutral","sentiment_score":0.002008948475122452}],"sentiment":"neutral","sentiment_score":-0.1024445646442473,"num_words":40,"start":338.55,"end":354.245},{"sentences":[{"text":"But if if and if you but if you wanna give us a call in a couple of weeks, I'll know what my schedule is and what call is because I'm in the city next week as well for a couple of days.","start":354.38498,"end":363.985,"sentiment":"neutral","sentiment_score":0.0222886111587286},{"text":"So I don't get home till, you know, late when I'm driving home.","start":363.985,"end":367.78,"sentiment":"neutral","sentiment_score":-0.10241696037925206},{"text":"So but if you wanna give me a call in a couple of weeks, that way, then I'll call and I can at least try and sort out a a a date and time.","start":367.78,"end":377.24,"sentiment":"neutral","sentiment_score":-0.011846999911700977},{"text":"What I can do is when I yeah.","start":393.8,"end":396.44,"sentiment":"neutral","sentiment_score":0.022284614387899637},{"text":"Yeah.","start":396.44,"end":396.59998,"sentiment":"neutral","sentiment_score":0.14229938387870789}],"sentiment":"neutral","sentiment_score":-0.0045983020517260135,"num_words":99,"start":354.38498,"end":396.59998},{"sentences":[{"text":"That's fine.","start":396.59998,"end":397.24,"sentiment":"neutral","sentiment_score":0.1657639667391777},{"text":"Because I'll let him know that you phoned me.","start":397.24,"end":399.25998,"sentiment":"neutral","sentiment_score":0.04400993987090058},{"text":"But yeah.","start":400.27997,"end":402.12,"sentiment":"neutral","sentiment_score":0.08311302587389946},{"text":"That's fine.","start":402.12,"end":402.68,"sentiment":"neutral","sentiment_score":0.237332284450531},{"text":"Send him an email, and I'll let him know tonight because I've just pulled up.","start":402.68,"end":406.935,"sentiment":"neutral","sentiment_score":0.0658575251698494}],"sentiment":"neutral","sentiment_score":0.07854569635043541,"num_words":30,"start":396.59998,"end":406.935},{"sentences":[{"text":"So I'll let him know know tonight that you've rung me regarding the other stuff and that he was he was just because I mentioned to him about adding super.","start":406.935,"end":416.535,"sentiment":"neutral","sentiment_score":-0.00015469373514254888},{"text":"I said, well, no.","start":416.535,"end":417.17502,"sentiment":"neutral","sentiment_score":-0.13801700435578823},{"text":"He said we don't wanna pay anymore super.","start":417.17502,"end":419.195,"sentiment":"neutral","sentiment_score":-0.16262327693402767},{"text":"So he said he said he he's in the admin.","start":420.615,"end":424.11002,"sentiment":"neutral","sentiment_score":-0.03246886720880866},{"text":"He says, well, I don't know what they're talking about, the things that are going well.","start":424.11002,"end":426.99002,"sentiment":"neutral","sentiment_score":-0.08220085478387773}],"sentiment":"neutral","sentiment_score":-0.05143525578793796,"num_words":68,"start":406.935,"end":426.99002},{"sentences":[{"text":"He said because I can see a big drop.","start":426.99002,"end":428.93002,"sentiment":"neutral","sentiment_score":-0.19545388635661867},{"text":"Yep.","start":433.47,"end":433.97,"sentiment":"neutral","sentiment_score":0.06942491233348846},{"text":"Yes.","start":434.475,"end":434.975,"sentiment":"neutral","sentiment_score":0.10330739617347716},{"text":"Yes.","start":438.475,"end":438.975,"sentiment":"neutral","sentiment_score":0.05265065282583237},{"text":"Yes.","start":439.435,"end":439.935,"sentiment":"neutral","sentiment_score":0.10918986797332764}],"sentiment":"neutral","sentiment_score":-0.10957785753103402,"num_words":13,"start":426.99002,"end":439.935},{"sentences":[{"text":"Yep.","start":449.035,"end":449.535,"sentiment":"neutral","sentiment_score":0.017959363758563995},{"text":"Yep.","start":457.78,"end":458.28,"sentiment":"neutral","sentiment_score":0.009214438498020172},{"text":"Yeah.","start":463.085,"end":463.325,"sentiment":"neutral","sentiment_score":0.00886997114866972},{"text":"That's fine.","start":463.325,"end":464.145,"sentiment":"neutral","sentiment_score":0.0440412275493145},{"text":"Yeah.","start":464.525,"end":464.845,"sentiment":"neutral","sentiment_score":0.025600429624319077}],"sentiment":"neutral","sentiment_score":0.024954443021366995,"num_words":6,"start":449.035,"end":464.845},{"sentences":[{"text":"Let's wait till you yeah.","start":464.845,"end":465.965,"sentiment":"neutral","sentiment_score":0.01513884924352169},{"text":"Let's wait till you come back, and then we'll set up a time.","start":465.965,"end":468.92502,"sentiment":"neutral","sentiment_score":0.03770765160711912},{"text":"Yeah.","start":468.92502,"end":469.165,"sentiment":"neutral","sentiment_score":0.10955653339624404},{"text":"That's fine.","start":469.165,"end":469.905,"sentiment":"neutral","sentiment_score":0.2552066966891289},{"text":"Alright.","start":471.325,"end":471.825,"sentiment":"neutral","sentiment_score":0.14574825763702393}],"sentiment":"neutral","sentiment_score":0.060527813705531036,"num_words":22,"start":464.845,"end":471.825},{"sentences":[{"text":"Yep.","start":474.73492,"end":474.97495,"sentiment":"neutral","sentiment_score":0.10582973062992096},{"text":"No worries.","start":474.97495,"end":475.61493,"sentiment":"neutral","sentiment_score":0.1984032243490219},{"text":"Thanks, Donna.","start":475.61493,"end":476.51492,"sentiment":"positive","sentiment_score":0.3407827317714691},{"text":"Have a good one.","start":477.69495,"end":478.67493,"sentiment":"positive","sentiment_score":0.7457645088434219},{"text":"See you.","start":481.05493,"end":481.71494,"sentiment":"positive","sentiment_score":0.4330444633960724}],"sentiment":"positive","sentiment_score":0.4575771459124305,"num_words":11,"start":474.73492,"end":481.71494},{"sentences":[{"text":"Bye.","start":482.01492,"end":482.51492,"sentiment":"positive","sentiment_score":0.3522436022758484},{"text":"Bye.","start":483.13495,"end":483.63495,"sentiment":"neutral","sentiment_score":-0.11817459762096404}],"sentiment":"neutral","sentiment_score":0.11703450232744217,"num_words":2,"start":482.01492,"end":483.63495}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. Debbie speaking.\n\nChannel 0: Hi, Deborah. It's Dana from Okey Financial. How are you this evening?\n\nChannel 1: Good. Thanks. How are you?\n\nChannel 0: I'm very well. Thank you. I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf. Do you have just\n\nChannel 1: Yep.\n\nChannel 0: a few minutes now for me? Is that okay? Are you in a\n\nChannel 1: Yeah.\n\nChannel 0: place\n\nChannel 1: That's\n\nChannel 0: where you\n\nChannel 1: fine.\n\nChannel 0: can speak? Yeah.\n\nChannel 1: Yeah. Yeah. I'm just driving home.\n\nChannel 0: Oh, that's okay. Not a problem. Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes. Are you happy for me to proceed with\n\nChannel 1: Yep.\n\nChannel 0: that? Lovely. And I just have to do security because I am discussing your personal information. If I could just get you to confirm your full name, your date of birth, and address I should have on file.\n\nChannel 1: The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234.\n\nChannel 0: Thank you so much, Deborah. Look. I just wanna give you a quick courtesy call. We have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end.\n\nChannel 1: Yep.\n\nChannel 0: As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well. We wanted\n\nChannel 1: Yeah.\n\nChannel 0: to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously. I especially\n\nChannel 1: Yep.\n\nChannel 0: did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process. Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough. Essentially, there are three things that do have to happen. So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end. One of those is notifying of any additional medicals that may be required.\n\nWe do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and\n\nChannel 1: Yep.\n\nChannel 0: then also seeking approval and understanding that you're okay with that and approving\n\nChannel 1: Yep.\n\nChannel 0: that you're comfortable to go through those medicals. When we went through and had a look at the system and how everything had gone through, there was a breakdown in that where our staff member had not followed through. We then\n\nChannel 1: Okay.\n\nChannel 0: identified that as an internal problem, and I cannot apologize enough for that.\n\nChannel 1: That's\n\nChannel 0: I have then taken that back to our senior management team,\n\nChannel 1: okay.\n\nChannel 0: and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there. But it's absolutely not okay. I am so sorry that occurred. I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you. The last thing\n\nChannel 1: Yep.\n\nChannel 0: I wanted was for you to be made to feel that way. I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you. Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through. So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form.\n\nChannel 1: That's okay. I appreciate you reaching out to me and looking\n\nChannel 0: No.\n\nChannel 1: into it.\n\nChannel 0: That's no. That's understandable. I just wanna make sure that we look after you. And as I mentioned, our senior management team are in the process of drafting up a letter with regard to our investigation, and the insurer are still investigating things on their end as well because they, you know, they obviously didn't provide or didn't look after you the way they should have as well. And we've submitted that complaint and asked them to escalate that for you as well.\n\nChannel 1: Yep.\n\nChannel 0: Okay.\n\nChannel 1: Okay. No worries.\n\nChannel 0: All good. I just wanted to I do would like to do a bit of a catch up with you. I do need to update your advice to reflect the change of the strategy with regard to insurances as well. I wanted to do this at a time that's comfortable for you. Are you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks?\n\nWhat would be more preferable and comfortable for you?\n\nChannel 1: Look. I've I've got mixed days in the office next week.\n\nChannel 0: Okay. Yep.\n\nChannel 1: So I did speak to hubby because you mentioned something about, I don't know, doing something with the shipper.\n\nChannel 0: Yeah. Yeah. So we\n\nChannel 1: But\n\nChannel 0: can\n\nChannel 1: he he he said we we we don't wanna we don't wanna have to pay any additional super.\n\nChannel 0: okay. No. That's absolutely fine. That's not a problem.\n\nChannel 1: But\n\nChannel 0: So what\n\nChannel 1: he\n\nChannel 0: I'll\n\nChannel 1: was\n\nChannel 0: do\n\nChannel 1: also because he also\n\nChannel 0: yeah.\n\nChannel 1: because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good. But he\n\nChannel 0: Yeah.\n\nChannel 1: actually went in there, and he said that he could see the amount of money that he's lost. It's dropped.\n\nChannel 0: Having a look.\n\nChannel 1: No. I don't know if that makes his supers dropped or\n\nChannel 0: It depends on what he's looking at. I'd have to have a bit of a look, but maybe what I'd probably like to do is have a bit of a catch up with you both as well and see.\n\nChannel 1: Yep. Alright. Well,\n\nChannel 0: Because\n\nChannel 1: do you wanna give me a call in a couple of weeks? That will give me a\n\nChannel 0: yeah.\n\nChannel 1: time to have a look at it. I've got a feeling you might be talking about your stupid that's dropped.\n\nChannel 0: Okay. I'm just having a quick look. I am limited to how much I can tell you just with regard to the privacy side of things.\n\nChannel 1: Yep. But if\n\nChannel 0: But\n\nChannel 1: if\n\nChannel 0: what\n\nChannel 1: and if you but if you wanna give\n\nChannel 0: yeah.\n\nChannel 1: us a call in a couple of weeks, I'll know what my\n\nChannel 0: Yep.\n\nChannel 1: schedule is and what call is because I'm in the city\n\nChannel 0: Yeah.\n\nChannel 1: next week as well for a couple of days.\n\nChannel 0: Absolute\n\nChannel 1: So I\n\nChannel 0: yeah.\n\nChannel 1: don't get home till, you know, late when I'm driving home. So\n\nChannel 0: Yeah. Absolutely.\n\nChannel 1: but if you wanna give me a call in a couple of weeks, that way, then I'll call and I\n\nChannel 0: Yep.\n\nChannel 1: can\n\nChannel 0: No.\n\nChannel 1: at least\n\nChannel 0: You're on\n\nChannel 1: try\n\nChannel 0: schedule.\n\nChannel 1: and sort out a a a date and time.\n\nChannel 0: Yeah. Absolutely. Do you think it'll be would Cole be open to you? I'd love to just generate a bit of a report and have a look at his super and maybe send him an email just with a bit of a break down and see if I can get him to clarify for me what it was that he was concerned about. Would\n\nChannel 1: What\n\nChannel 0: would\n\nChannel 1: I can\n\nChannel 0: that be\n\nChannel 1: do\n\nChannel 0: okay?\n\nChannel 1: is when\n\nChannel 0: Do you think\n\nChannel 1: I\n\nChannel 0: he'd have you're\n\nChannel 1: yeah.\n\nChannel 0: right.\n\nChannel 1: Yeah. That's fine. Because I'll let him know that you\n\nChannel 0: Yeah.\n\nChannel 1: phoned me.\n\nChannel 0: Yeah.\n\nChannel 1: But yeah. That's fine. Send him an email, and I'll let\n\nChannel 0: Yep.\n\nChannel 1: him know tonight because I've just\n\nChannel 0: Okay.\n\nChannel 1: pulled up. So I'll let him know know tonight that you've rung me regarding the other stuff and\n\nChannel 0: Yep.\n\nChannel 1: that he was he was just because I mentioned to him about adding super. I said, well, no. He said we don't wanna pay anymore super.\n\nChannel 0: No. That's okay.\n\nChannel 1: So he\n\nChannel 0: Yeah.\n\nChannel 1: said he said he he's in the admin. He says, well, I don't know what they're talking about, the things that are going well. He said because I can see a big drop.\n\nChannel 0: Yeah. No. That's okay. I'll I'll pull up a report, and I'll have a look at it in detail.\n\nChannel 1: Yep.\n\nChannel 0: And I'll send him an email\n\nChannel 1: Yes.\n\nChannel 0: with the report, and I'll break down what's been going on with the super since the change\n\nChannel 1: Yes.\n\nChannel 0: there.\n\nChannel 1: Yes.\n\nChannel 0: And that way, I can get some clarification. And then Cole will also have my email so he can refer back or ask me any additional questions that you might have as well.\n\nChannel 1: Yep.\n\nChannel 0: And then I am technically, my team is still gonna be working on this for you, but I will be away just for the next two weeks while I take a a slight break with my son. But\n\nChannel 1: Yep.\n\nChannel 0: when I come back from that at the end of the month, are you okay if I then get you to give you the call again and we\n\nChannel 1: Yeah.\n\nChannel 0: book\n\nChannel 1: That's\n\nChannel 0: in another\n\nChannel 1: fine.\n\nChannel 0: time to update\n\nChannel 1: Yeah.\n\nChannel 0: your\n\nChannel 1: Let's\n\nChannel 0: strategy?\n\nChannel 1: wait till you yeah.\n\nChannel 0: Yep.\n\nChannel 1: Let's wait till you come back, and then we'll\n\nChannel 0: Yep.\n\nChannel 1: set up a time. Yeah. That's fine.\n\nChannel 0: Beautiful. Excellent. In the meantime,\n\nChannel 1: Alright.\n\nChannel 0: I'll get that out to Cole and give him a bit of an update for you. Okay.\n\nChannel 1: Yep. No worries. Thanks, Donna.\n\nChannel 0: No. That's okay. Thank\n\nChannel 1: Have a\n\nChannel 0: you\n\nChannel 1: good\n\nChannel 0: so\n\nChannel 1: one.\n\nChannel 0: much for taking my call. You too. Thank you, Deborah. Talk to\n\nChannel 1: See\n\nChannel 0: you\n\nChannel 1: you.\n\nChannel 0: soon. Thanks.\n\nChannel 1: Bye.\n\nChannel 0: See you later.\n\nChannel 1: Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":2.08,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.0362626314163208},{"text":"Debbie speaking.","start":2.3999999,"end":3.22,"sentiment":"neutral","sentiment_score":0.035444196313619614}],"sentiment":"neutral","sentiment_score":0.03571700801452001,"channel":1,"num_words":3,"start":2.08,"end":3.22},{"sentences":[{"text":"Hi, Deborah.","start":3.84,"end":4.48,"sentiment":"neutral","sentiment_score":0.17187677323818207},{"text":"It's Dana from Okey Financial.","start":4.48,"end":6.24,"sentiment":"neutral","sentiment_score":0.206808602809906},{"text":"How are you this evening?","start":6.24,"end":7.46,"sentiment":"neutral","sentiment_score":0.291556715965271}],"sentiment":"neutral","sentiment_score":0.2362983450293541,"channel":0,"num_words":12,"start":3.84,"end":7.46},{"sentences":[{"text":"Good.","start":7.7599998,"end":8.08,"sentiment":"positive","sentiment_score":0.6313076019287109},{"text":"Thanks.","start":8.08,"end":8.32,"sentiment":"positive","sentiment_score":0.6423795819282532},{"text":"How are you?","start":8.32,"end":9.139999,"sentiment":"positive","sentiment_score":0.37255091468493146}],"sentiment":"positive","sentiment_score":0.4782679855823517,"channel":1,"num_words":5,"start":7.7599998,"end":9.139999},{"sentences":[{"text":"I'm very well.","start":9.36,"end":10.16,"sentiment":"positive","sentiment_score":0.6028695305188497},{"text":"Thank you.","start":10.16,"end":10.639999,"sentiment":"positive","sentiment_score":0.6946949362754822},{"text":"I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf.","start":10.639999,"end":18.135,"sentiment":"neutral","sentiment_score":0.1481030641330613},{"text":"Do you have just","start":18.135,"end":18.855,"sentiment":"neutral","sentiment_score":0.042667821515351534}],"sentiment":"neutral","sentiment_score":0.2046514578267104,"channel":0,"num_words":36,"start":9.36,"end":18.855},{"sentences":[{"text":"Yep.","start":18.625,"end":19.125,"sentiment":"neutral","sentiment_score":0.05577055737376213}],"sentiment":"neutral","sentiment_score":0.05577055737376213,"channel":1,"num_words":1,"start":18.625,"end":19.125},{"sentences":[{"text":"a few minutes now for me?","start":18.855,"end":20.215,"sentiment":"neutral","sentiment_score":0.06724727277954419},{"text":"Is that okay?","start":20.215,"end":20.935001,"sentiment":"neutral","sentiment_score":0.052510599295298256},{"text":"Are you in 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you","start":21.735,"end":22.055,"sentiment":"neutral","sentiment_score":0.05585266649723053}],"sentiment":"neutral","sentiment_score":0.05585266649723053,"channel":0,"num_words":2,"start":21.735,"end":22.055},{"sentences":[{"text":"fine.","start":21.985,"end":22.485,"sentiment":"neutral","sentiment_score":0.08034268021583557}],"sentiment":"neutral","sentiment_score":0.08034268021583557,"channel":1,"num_words":1,"start":21.985,"end":22.485},{"sentences":[{"text":"can speak?","start":22.055,"end":22.795,"sentiment":"neutral","sentiment_score":0.04559589736163616},{"text":"Yeah.","start":23.095001,"end":23.595001,"sentiment":"neutral","sentiment_score":0.0371091291308403}],"sentiment":"neutral","sentiment_score":0.042766974618037544,"channel":0,"num_words":3,"start":22.055,"end":23.595001},{"sentences":[{"text":"Yeah.","start":23.585,"end":23.744999,"sentiment":"neutral","sentiment_score":0.036906346678733826},{"text":"Yeah.","start":23.744999,"end":23.985,"sentiment":"neutral","sentiment_score":0.03800223767757416},{"text":"I'm just driving home.","start":23.985,"end":25.445,"sentiment":"neutral","sentiment_score":0.04809820186346769}],"sentiment":"neutral","sentiment_score":0.04455023196836313,"channel":1,"num_words":6,"start":23.585,"end":25.445},{"sentences":[{"text":"Oh, that's okay.","start":25.815,"end":26.775002,"sentiment":"neutral","sentiment_score":0.109676626821359},{"text":"Not a problem.","start":26.775002,"end":27.575,"sentiment":"neutral","sentiment_score":0.1896167149146398},{"text":"Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes.","start":27.575,"end":32.510002,"sentiment":"neutral","sentiment_score":0.04353812142896155},{"text":"Are you happy for me to proceed with","start":32.510002,"end":34.690002,"sentiment":"neutral","sentiment_score":0.24721850641071796}],"sentiment":"neutral","sentiment_score":0.10317218396812677,"channel":0,"num_words":38,"start":25.815,"end":34.690002},{"sentences":[{"text":"Yep.","start":35.32,"end":35.82,"sentiment":"positive","sentiment_score":0.3594844341278076}],"sentiment":"positive","sentiment_score":0.3594844341278076,"channel":1,"num_words":1,"start":35.32,"end":35.82},{"sentences":[{"text":"that?","start":36.190002,"end":36.350002,"sentiment":"neutral","sentiment_score":0.232425257563591},{"text":"Lovely.","start":36.350002,"end":36.75,"sentiment":"positive","sentiment_score":0.5359430909156799},{"text":"And I just have to do security because I am discussing your personal information.","start":36.75,"end":40.29,"sentiment":"neutral","sentiment_score":0.1426124737731048},{"text":"If I could just get you to confirm your full name, your date of birth, and address I should have on file.","start":40.670002,"end":45.09,"sentiment":"neutral","sentiment_score":0.10765750536864455}],"sentiment":"neutral","sentiment_score":0.13508968682665573,"channel":0,"num_words":38,"start":36.190002,"end":45.09},{"sentences":[{"text":"The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234.","start":45.524998,"end":50.985,"sentiment":"neutral","sentiment_score":0.03879697090731217}],"sentiment":"neutral","sentiment_score":0.03879697090731217,"channel":1,"num_words":13,"start":45.524998,"end":50.985},{"sentences":[{"text":"Thank you so much, Deborah.","start":51.245003,"end":52.705,"sentiment":"positive","sentiment_score":0.648408305644989},{"text":"Look.","start":53.165,"end":53.565002,"sentiment":"positive","sentiment_score":0.3714112043380738},{"text":"I just wanna give you a quick courtesy call.","start":53.565002,"end":55.745003,"sentiment":"neutral","sentiment_score":0.21752569907241398},{"text":"We have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end.","start":55.885002,"end":65.05,"sentiment":"neutral","sentiment_score":0.07081656091648972}],"sentiment":"neutral","sentiment_score":0.16475271946789385,"channel":0,"num_words":48,"start":51.245003,"end":65.05},{"sentences":[{"text":"Yep.","start":65.5,"end":66.0,"sentiment":"neutral","sentiment_score":0.05742206797003746}],"sentiment":"neutral","sentiment_score":0.05742206797003746,"channel":1,"num_words":1,"start":65.5,"end":66.0},{"sentences":[{"text":"As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well.","start":65.59,"end":71.93,"sentiment":"neutral","sentiment_score":0.029081244360316883},{"text":"We wanted","start":72.145004,"end":72.705,"sentiment":"neutral","sentiment_score":0.046077873557806015}],"sentiment":"neutral","sentiment_score":0.03049763012677431,"channel":0,"num_words":24,"start":65.59,"end":72.705},{"sentences":[{"text":"Yeah.","start":72.54,"end":73.04,"sentiment":"neutral","sentiment_score":0.0795222744345665}],"sentiment":"neutral","sentiment_score":0.0795222744345665,"channel":1,"num_words":1,"start":72.54,"end":73.04},{"sentences":[{"text":"to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously.","start":72.705,"end":81.285,"sentiment":"neutral","sentiment_score":0.05469314455986023},{"text":"I especially","start":82.145004,"end":82.785,"sentiment":"neutral","sentiment_score":-0.1835159957408905}],"sentiment":"neutral","sentiment_score":0.04334985216458639,"channel":0,"num_words":42,"start":72.705,"end":82.785},{"sentences":[{"text":"Yep.","start":82.475,"end":82.975,"sentiment":"neutral","sentiment_score":-0.17319080233573914}],"sentiment":"neutral","sentiment_score":-0.17319080233573914,"channel":1,"num_words":1,"start":82.475,"end":82.975},{"sentences":[{"text":"did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process.","start":82.785,"end":90.46,"sentiment":"negative","sentiment_score":-0.39223645091988146},{"text":"Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough.","start":92.12,"end":104.384995,"sentiment":"neutral","sentiment_score":-0.26101910769939424},{"text":"Essentially, there are three things that do have to happen.","start":104.924995,"end":107.325,"sentiment":"neutral","sentiment_score":-0.07227174527943134},{"text":"So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end.","start":107.325,"end":116.49,"sentiment":"neutral","sentiment_score":0.007176032236132484},{"text":"One of those is notifying of any additional medicals that may be required.","start":116.49,"end":120.83,"sentiment":"neutral","sentiment_score":-0.00018224922510293813}],"sentiment":"neutral","sentiment_score":-0.199549860068604,"channel":0,"num_words":131,"start":82.785,"end":120.83},{"sentences":[{"text":"We do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and","start":121.53,"end":132.285,"sentiment":"neutral","sentiment_score":0.08915615717277807}],"sentiment":"neutral","sentiment_score":0.08915615717277807,"channel":0,"num_words":34,"start":121.53,"end":132.285},{"sentences":[{"text":"Yep.","start":132.25499,"end":132.75499,"sentiment":"neutral","sentiment_score":0.08846783638000488}],"sentiment":"neutral","sentiment_score":0.08846783638000488,"channel":1,"num_words":1,"start":132.25499,"end":132.75499},{"sentences":[{"text":"then also seeking approval and understanding that you're okay with that and 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that.","start":149.51,"end":155.355,"sentiment":"negative","sentiment_score":-0.3821425265990771}],"sentiment":"negative","sentiment_score":-0.3821425265990771,"channel":0,"num_words":13,"start":149.51,"end":155.355},{"sentences":[{"text":"That's","start":155.935,"end":156.435,"sentiment":"neutral","sentiment_score":-0.16081756353378296}],"sentiment":"neutral","sentiment_score":-0.16081756353378296,"channel":1,"num_words":1,"start":155.935,"end":156.435},{"sentences":[{"text":"I have then taken that back to our senior management team,","start":155.995,"end":160.415,"sentiment":"neutral","sentiment_score":-0.05964263156056404}],"sentiment":"neutral","sentiment_score":-0.05964263156056404,"channel":0,"num_words":11,"start":155.995,"end":160.415},{"sentences":[{"text":"okay.","start":160.335,"end":160.835,"sentiment":"neutral","sentiment_score":0.07633775472640991}],"sentiment":"neutral","sentiment_score":0.07633775472640991,"channel":1,"num_words":1,"start":160.335,"end":160.835},{"sentences":[{"text":"and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there.","start":160.635,"end":166.875,"sentiment":"neutral","sentiment_score":0.01677867672161052},{"text":"But it's absolutely not okay.","start":166.875,"end":168.875,"sentiment":"negative","sentiment_score":-0.6244765162467957},{"text":"I am so sorry that occurred.","start":168.875,"end":170.43,"sentiment":"neutral","sentiment_score":-0.3199985474348068},{"text":"I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you.","start":170.43,"end":176.37,"sentiment":"neutral","sentiment_score":0.09207977906421379},{"text":"The last thing","start":176.67,"end":177.23,"sentiment":"neutral","sentiment_score":-0.21074098348617554}],"sentiment":"neutral","sentiment_score":-0.047827465397616224,"channel":0,"num_words":60,"start":160.635,"end":177.23},{"sentences":[{"text":"Yep.","start":177.2,"end":177.7,"sentiment":"neutral","sentiment_score":-0.20169083774089813}],"sentiment":"neutral","sentiment_score":-0.20169083774089813,"channel":1,"num_words":1,"start":177.2,"end":177.7},{"sentences":[{"text":"I wanted was for you to be made to feel that way.","start":177.23,"end":180.11,"sentiment":"neutral","sentiment_score":-0.3189505686362584},{"text":"I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you.","start":180.43,"end":188.415,"sentiment":"negative","sentiment_score":-0.39961458454208987},{"text":"Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through.","start":188.875,"end":206.74,"sentiment":"neutral","sentiment_score":-0.15842766880437179},{"text":"So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form.","start":207.36,"end":218.245,"sentiment":"negative","sentiment_score":-0.49409501214285156}],"sentiment":"neutral","sentiment_score":-0.3212840933519513,"channel":0,"num_words":134,"start":177.23,"end":218.245},{"sentences":[{"text":"That's okay.","start":218.935,"end":219.41501,"sentiment":"neutral","sentiment_score":0.014141485095024109},{"text":"I appreciate you reaching out to me and looking","start":219.41501,"end":221.975,"sentiment":"neutral","sentiment_score":0.2657807767391205}],"sentiment":"neutral","sentiment_score":0.2200281782583757,"channel":1,"num_words":11,"start":218.935,"end":221.975},{"sentences":[{"text":"No.","start":221.905,"end":222.405,"sentiment":"neutral","sentiment_score":-0.09039053320884705}],"sentiment":"neutral","sentiment_score":-0.09039053320884705,"channel":0,"num_words":1,"start":221.905,"end":222.405},{"sentences":[{"text":"into it.","start":221.975,"end":222.795,"sentiment":"neutral","sentiment_score":-0.11014188081026077}],"sentiment":"neutral","sentiment_score":-0.11014188081026077,"channel":1,"num_words":2,"start":221.975,"end":222.795},{"sentences":[{"text":"That's no.","start":222.425,"end":223.425,"sentiment":"neutral","sentiment_score":-0.2297869473695755},{"text":"That's 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The customer is warned of any additional medical requirements and approvals, but apologizes for the mistake. The representative apologizes for the mistake and assures the customer they will take care of the complaint. They have sent a letter to the insurer and updated the customer on their strategy. The customer agrees to catch up in a couple of weeks and schedule a call with Cole for clarification."},"intents":{"segments":[{"text":"I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf. Do you have just Yep.","start_word":25,"end_word":56,"intents":[{"intent":"Provide courtesy call","confidence_score":0.08994406}]},{"text":"Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes. Are you happy for me to proceed with Yep. that? 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I especially Yep.","start_word":249,"end_word":291,"intents":[{"intent":"Inquire about concerns","confidence_score":0.00018576853}]},{"text":"identified that as an internal problem, and I cannot apologize enough for that.","start_word":514,"end_word":526,"intents":[{"intent":"Address internal problem","confidence_score":0.07847902}]},{"text":"So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form. That's okay.","start_word":699,"end_word":737,"intents":[{"intent":"Apologize for inconvenience","confidence_score":0.0052687847}]},{"text":"I appreciate you reaching out to me and looking No. into it.","start_word":737,"end_word":748,"intents":[{"intent":"Express appreciation","confidence_score":0.082038574}]},{"text":"And we've submitted that complaint and asked them to escalate that for you as well.","start_word":817,"end_word":831,"intents":[{"intent":"Inquire about complaint","confidence_score":0.0018677707}]},{"text":"Are you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks?","start_word":889,"end_word":932,"intents":[{"intent":"Request callback","confidence_score":0.015861096}]},{"text":"That's absolutely fine. That's not a problem. But So what he I'll was do also because he also yeah. because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good. But he Yeah.","start_word":1000,"end_word":1049,"intents":[{"intent":"Confirm agreement","confidence_score":0.0023132595}]},{"text":"Well, Because do you wanna give me a call in a couple of weeks?","start_word":1125,"end_word":1138,"intents":[{"intent":"Schedule call with cole for clarification","confidence_score":0.00005243966}]},{"text":"your Let's strategy? wait till you yeah.","start_word":1654,"end_word":1660,"intents":[{"intent":"Update strategy","confidence_score":0.0269737}]}]},"sentiments":{"segments":[{"text":"Hello. Debbie speaking. Hi, Deborah. It's Dana from Okey Financial. How are you this evening?","start_word":0,"end_word":14,"sentiment":"neutral","sentiment_score":0.18667326867580417},{"text":"Good. Thanks. How are you? I'm very well. Thank you.","start_word":15,"end_word":24,"sentiment":"positive","sentiment_score":0.570204496383667},{"text":"I just wanted to give you a quick courtesy call just in relation to the escalation of the complaint that I've put through for on your behalf. Do you have just Yep. a few minutes now for me? Is that okay? Are you in a Yeah. place That's where you fine. can speak? Yeah. Yeah. Yeah. I'm just driving home. Oh, that's okay. Not a problem. Before I jump in and go through things, I do have to let you know we record our calls for quality and training purposes. Are you happy for me to proceed with Yep. that?","start_word":25,"end_word":124,"sentiment":"neutral","sentiment_score":0.0984143316745758},{"text":"Lovely.","start_word":125,"end_word":125,"sentiment":"positive","sentiment_score":0.5359430909156799},{"text":"And I just have to do security because I am discussing your personal information. If I could just get you to confirm your full name, your date of birth, and address I should have on file. The 20 And The 127221 The Wood Circuit, Menard, New South Wales 2234.","start_word":126,"end_word":174,"sentiment":"neutral","sentiment_score":0.09418291598558426},{"text":"Thank you so much, Deborah. Look.","start_word":175,"end_word":180,"sentiment":"positive","sentiment_score":0.5738859176635742},{"text":"I just wanna give you a quick courtesy call. We have, as in you're well aware, Escoda is a complaint with Fortura, the insurer as well, and they have let me know they are looking into things for you on their end. Yep. As part of that, we have also gone back and just reviewed what happened with regard to the insurance application as well. We wanted Yeah. to do our due diligence and then make sure that, you know, if there was any issues that we could identify them on this end for you as well because it was a complaint, and we take that very seriously. I especially Yep.","start_word":181,"end_word":291,"sentiment":"neutral","sentiment_score":0.05759980529546738},{"text":"did not, you know, did not want you to feel the awful that you, you know, were made to feel the way you did with regards to going through the application process.","start_word":292,"end_word":323,"sentiment":"negative","sentiment_score":-0.3851274847984314},{"text":"Essentially, we've gone back and reviewed things with our senior management team, and there's three we have sort of identified there has been a problem with our internal process, and there has been a let down on that end of things for you, and I I can only apologize enough. Essentially, there are three things that do have to happen. So when you're in the application process with our staff member, after going through the application process, there's a couple of questions at the very end. One of those is notifying of any additional medicals that may be required. We do also are required to seek permission that you're happy for the to contact you to complete any additional medicals as well as notifying you of those medicals that would be required, and Yep. then also seeking approval and understanding that you're okay with that and approving Yep. that you're comfortable to go through those medicals. When we went through and had a look at the system and how everything had gone through, there was a breakdown in that where our staff member had not followed through. We then Okay.","start_word":324,"end_word":513,"sentiment":"neutral","sentiment_score":-0.07373431324958801},{"text":"identified that as an internal problem, and I cannot apologize enough for that.","start_word":514,"end_word":526,"sentiment":"negative","sentiment_score":-0.3813829720020294},{"text":"That's I have then taken that back to our senior management team, okay. and they will respond to you with a formal letter, a notifying of the investigation that we've undertaken there.","start_word":527,"end_word":558,"sentiment":"neutral","sentiment_score":-0.016768574714660645},{"text":"But it's absolutely not okay.","start_word":559,"end_word":563,"sentiment":"negative","sentiment_score":-0.6325696706771851},{"text":"I am so sorry that occurred. I just wanted to make sure that I was able to touch base with you and let you know that I've taken this extremely seriously for you. The last thing Yep. I wanted was for you to be made to feel that way.","start_word":564,"end_word":612,"sentiment":"neutral","sentiment_score":-0.08178873360157013},{"text":"I'm certainly hoping to be able to get you the insurances, and, unfortunately, it's come down to the way it had, but it should never have gone that way for you.","start_word":613,"end_word":643,"sentiment":"negative","sentiment_score":-0.3944402933120727},{"text":"Essentially, when we go through the application, I have seen some changes to to the disclosures that were made and, essentially, had it have been brought to my attention prior to being submitted to the insurer and had those other things being flagged with you, then we could have stopped that by going through.","start_word":644,"end_word":697,"sentiment":"neutral","sentiment_score":-0.15673768520355225},{"text":"So I'm so sorry that that wasn't flagged and that that application was submitted without those disclosures, without your understanding, and that you are put through that because that's not okay in any way, shape, or form.","start_word":698,"end_word":734,"sentiment":"negative","sentiment_score":-0.4883330464363098},{"text":"That's okay. I appreciate you reaching out to me and looking No. into it. That's no. That's understandable. I just wanna make sure that we look after you. And as I mentioned, our senior management team are in the process of drafting up a letter with regard to our investigation, and the insurer are still investigating things on their end as well because they, you know, they obviously didn't provide or didn't look after you the way they should have as well. And we've submitted that complaint and asked them to escalate that for you as well. Yep. Okay. Okay. No worries.","start_word":735,"end_word":836,"sentiment":"neutral","sentiment_score":-0.09511153399944304},{"text":"All good.","start_word":837,"end_word":838,"sentiment":"positive","sentiment_score":0.34551605582237244},{"text":"I just wanted to I do would like to do a bit of a catch up with you. I do need to update your advice to reflect the change of the strategy with regard to insurances as well. I wanted to do this at a time that's comfortable for you. Are you comfortable with me now booking in a time for us to catch up in a couple of weeks to update the strategy with regards to the advice, or did you want me to give you a call in a couple of weeks? What would be more preferable and comfortable for you? Look. I've I've got mixed days in the office next week. Okay. Yep. So I did speak to hubby because you mentioned something about, I don't know, doing something with the shipper. Yeah. Yeah. So we But can he he he said we we we don't wanna we don't wanna have to pay any additional super. okay. No. That's absolutely fine. That's not a problem. But So what he I'll was do also because he also yeah. because I said to him that you had mentioned that, you know, given the Tri County changes that we've just done to their meetings, things are looking good. But he Yeah. actually went in there, and he said that he could see the amount of money that he's lost.","start_word":839,"end_word":1067,"sentiment":"neutral","sentiment_score":0.055785576068678275},{"text":"It's dropped.","start_word":1068,"end_word":1069,"sentiment":"negative","sentiment_score":-0.4276924729347229},{"text":"Having a look.","start_word":1070,"end_word":1072,"sentiment":"neutral","sentiment_score":-0.14929409325122833},{"text":"No.","start_word":1073,"end_word":1073,"sentiment":"negative","sentiment_score":-0.3458823263645172},{"text":"I don't know if that makes his supers dropped or It depends on what he's looking at. I'd have to have a bit of a look, but maybe what I'd probably like to do is have a bit of a catch up with you both as well and see. Yep. Alright. Well, Because do you wanna give me a call in a couple of weeks? That will give me a yeah. time to have a look at it.","start_word":1074,"end_word":1151,"sentiment":"neutral","sentiment_score":-0.06292141228914261},{"text":"I've got a feeling you might be talking about your stupid that's dropped.","start_word":1152,"end_word":1164,"sentiment":"negative","sentiment_score":-0.41926464438438416},{"text":"Okay. I'm just having a quick look. I am limited to how much I can tell you just with regard to the privacy side of things. Yep. But if But if what and if you but if you wanna give yeah. us a call in a couple of weeks, I'll know what my Yep. schedule is and what call is because I'm in the city Yeah. next week as well for a couple of days. Absolute So I yeah. don't get home till, you know, late when I'm driving home. So Yeah. Absolutely. but if you wanna give me a call in a couple of weeks, that way, then I'll call and I Yep. can No. at least You're on try schedule. and sort out a a a date and time. Yeah. Absolutely. Do you think it'll be would Cole be open to you? I'd love to just generate a bit of a report and have a look at his super and maybe send him an email just with a bit of a break down and see if I can get him to clarify for me what it was that he was concerned about. Would What would I can that be do okay? is when Do you think I he'd have you're yeah. right. Yeah. That's fine. Because I'll let him know that you Yeah. phoned me. Yeah. But yeah. That's fine. Send him an email, and I'll let Yep. him know tonight because I've just Okay. pulled up. So I'll let him know know tonight that you've rung me regarding the other stuff and Yep. that he was he was just because I mentioned to him about adding super. I said, well, no. He said we don't wanna pay anymore super. No. That's okay. So he Yeah. said he said he he's in the admin. He says, well, I don't know what they're talking about, the things that are going well. He said because I can see a big drop. Yeah. No. That's okay. I'll I'll pull up a report, and I'll have a look at it in detail. Yep. And I'll send him an email Yes. with the report, and I'll break down what's been going on with the super since the change Yes. there. Yes. And that way, I can get some clarification. And then Cole will also have my email so he can refer back or ask me any additional questions that you might have as well. Yep. And then I am technically, my team is still gonna be working on this for you, but I will be away just for the next two weeks while I take a a slight break with my son. But Yep. when I come back from that at the end of the month, are you okay if I then get you to give you the call again and we Yeah. book That's in another fine. time to update Yeah. your Let's strategy? wait till you yeah. Yep. Let's wait till you come back, and then we'll Yep. set up a time. Yeah. That's fine.","start_word":1165,"end_word":1678,"sentiment":"neutral","sentiment_score":0.016242381225155252},{"text":"Beautiful. Excellent.","start_word":1679,"end_word":1680,"sentiment":"positive","sentiment_score":0.6205028295516968},{"text":"In the meantime, Alright. I'll get that out to Cole and give him a bit of an update for you. Okay. Yep. No worries.","start_word":1681,"end_word":1704,"sentiment":"neutral","sentiment_score":0.17421215772628784},{"text":"Thanks, Donna.","start_word":1705,"end_word":1706,"sentiment":"positive","sentiment_score":0.3407827317714691},{"text":"No.","start_word":1707,"end_word":1707,"sentiment":"neutral","sentiment_score":0.08957073092460632},{"text":"That's okay. Thank Have a you good so one. much for taking my call. You too. Thank you, Deborah. Talk to See you you.","start_word":1708,"end_word":1731,"sentiment":"positive","sentiment_score":0.6436119675636292},{"text":"soon.","start_word":1732,"end_word":1732,"sentiment":"neutral","sentiment_score":0.2364657074213028},{"text":"Thanks. Bye. See you later.","start_word":1733,"end_word":1737,"sentiment":"positive","sentiment_score":0.4173928499221802},{"text":"Bye.","start_word":1738,"end_word":1738,"sentiment":"neutral","sentiment_score":0.17176608741283417}],"average":{"sentiment":"neutral","sentiment_score":-0.007116089387299612}}}}