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I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time. Yeah. Cool. Before I jump into it, I do need to let you know that our calls are recorded. And if I could just get you some some security for me. I have full name, date of birth, and address to be able to open your file. Perfect. Thank you for that. So I'm just going back over my notes. And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up. And you had requested that, and it was received by Hub twenty four. Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie. Okay. So can you, I guess, elaborate? You set the how did you set the the SMSF fund up? Did you set it up yourself? Did you set it up with accountant helping you? Did you set it up with another financial firm? What system did you use to set it up? Like, chess or like, yep. Bye. So you should have login details for, like, the back end of your account, which if it's all being set up correctly through the ATO, you should have the capacity to be able to request a rollover through your stake account your stake account to, basically, from from the SMSF side and send that to Hub twenty four, and Hub twenty four are able to, through through SuperStream, verify the SMSF account. Because everything's electronic these days, they don't accept paper forms because, ultimately speaking, it could be fraudulent. They wanna make sure that the ATO basically does a verification through SuperStream. So what happens is the SMSF sends the request. It does go SuperStream hits through the ATO. The ATO does a check to make sure that, obviously, the the SMSF account is a is an active and APRA abiding self managed super fund, and then it hits Hub twenty four. Hub twenty four obviously then goes cool. We've received the we've we've received the notice. The ATO have verified the account as true and correct. We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received. Yes. Yeah. It should be it should just be a bank account that's connected to the yep. You've changed yep. So your stake account is connected to the new bank account, but the ATO still has the old bank account verified? So does the ATO have the new one or the old one? Okay. And steak aren't updating. Okay. Yep. Yep. Yes. Yes. So it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO. Or if you want like, it just it depends on which bank account you wanna use. If you're wanting to use the one that the ATO has listed, you need to update Stake. If you wanna use the bank account that Stake has listed, you need to update the ATO. And both of those both of those providers, Stake and the ATO, need to have the same bank account listed because otherwise, what's gonna happen is when you request through Stake to have the SuperStream rollover initiated, it's gonna hit the ATO and it's gonna reject because it doesn't all match up. Because, essentially, Stake is just a platform for you to operate your SMSF fund under, but you you still need to meet all of the legal requirements and regulatory reporting for that SMSF account. And the ATO are the ones that govern that reporting requirement. So any money that goes is being requested to move in or out of that account, essentially needs to abide by the ATO's requirements, which is where that bank account matching is what is what is essentially gonna hold you up on everything. So if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4. Does that does that make does that make sort of more sense as to how that kind of operates between? Alright. So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake? And then do you wanna let me know when you've requested the rollover again? So that way I can just keep an eye on things on this side. And then are you because I know when we spoke last week, you had said that you were gonna still keep sort of that $30,000 in your hub twenty four fund, and you still wanted Oakview Financial to work with you. And that as part of working with you long term, you were gonna send reports on your SMSF funds so I could consider the whole perspective. Did you still want to go ahead with that methodology or or no? Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview. Right. Right. So legally speaking yeah. Yep. Okay. Cool. That's that's absolutely okay. So I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out? If you update stake, I'll make sure that the assets are waiting ready to go. So that way, once you've updated stake and rerequested the rollover, that we are able to proceed with with transferring that money. Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it. So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side. Cool. Alright. That's okay. If you have any questions or you have run into any issues, mistake, give me a call and and reach out. Okay? Alright. Cool. Pleasure. Well, you go and have a good afternoon or rest of the day. And and, yeah, if there's any any issues or you run into any problems, give me a call. K? That's okay. Have a good one. Bye, Maxine. Bye. 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Max. I'm Larissa from Ophi Financial. How are you going? Yeah. Good.\n\nThank you. I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time. Yeah. Cool. Before I jump into it, I do need to let you know that our calls are recorded.\n\nAnd if I could just get you some some security for me. I have full name, date of birth, and address to be able to open your file. Perfect. Thank you for that. So I'm just going back over my notes.\n\nAnd you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up. And you had requested that, and it was received by Hub twenty four. Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie. Okay. So can you, I guess, elaborate?\n\nYou set the how did you set the the SMSF fund up? Did you set it up yourself? Did you set it up with accountant helping you? Did you set it up with another financial firm? What system did you use to set it up?\n\nLike, chess or like, yep. Bye. So you should have login details for, like, the back end of your account, which if it's all being set up correctly through the ATO, you should have the capacity to be able to request a rollover through your stake account your stake account to, basically, from from the SMSF side and send that to Hub twenty four, and Hub twenty four are able to, through through SuperStream, verify the SMSF account. Because everything's electronic these days, they don't accept paper forms because, ultimately speaking, it could be fraudulent. They wanna make sure that the ATO basically does a verification through SuperStream.\n\nSo what happens is the SMSF sends the request. It does go SuperStream hits through the ATO. The ATO does a check to make sure that, obviously, the the SMSF account is a is an active and APRA abiding self managed super fund, and then it hits Hub twenty four. Hub twenty four obviously then goes cool. We've received the we've we've received the notice.\n\nThe ATO have verified the account as true and correct. We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received. Yes. Yeah. It should be it should just be a bank account that's connected to the yep.\n\nYou've changed yep. So your stake account is connected to the new bank account, but the ATO still has the old bank account verified? So does the ATO have the new one or the old one? Okay. And steak aren't updating.\n\nOkay. Yep. Yep. Yes. Yes.\n\nSo it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO. Or if you want like, it just it depends on which bank account you wanna use. If you're wanting to use the one that the ATO has listed, you need to update Stake. If you wanna use the bank account that Stake has listed, you need to update the ATO. And both of those both of those providers, Stake and the ATO, need to have the same bank account listed because otherwise, what's gonna happen is when you request through Stake to have the SuperStream rollover initiated, it's gonna hit the ATO and it's gonna reject because it doesn't all match up.\n\nBecause, essentially, Stake is just a platform for you to operate your SMSF fund under, but you you still need to meet all of the legal requirements and regulatory reporting for that SMSF account. And the ATO are the ones that govern that reporting requirement. So any money that goes is being requested to move in or out of that account, essentially needs to abide by the ATO's requirements, which is where that bank account matching is what is what is essentially gonna hold you up on everything. So if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4. Does that does that make does that make sort of more sense as to how that kind of operates between?\n\nAlright. So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake? And then do you wanna let me know when you've requested the rollover again? So that way I can just keep an eye on things on this side. And then are you because I know when we spoke last week, you had said that you were gonna still keep sort of that $30,000 in your hub twenty four fund, and you still wanted Oakview Financial to work with you.\n\nAnd that as part of working with you long term, you were gonna send reports on your SMSF funds so I could consider the whole perspective. Did you still want to go ahead with that methodology or or no? Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview. Right. Right.\n\nSo legally speaking yeah. Yep. Okay. Cool. That's that's absolutely okay.\n\nSo I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out? If you update stake, I'll make sure that the assets are waiting ready to go. So that way, once you've updated stake and rerequested the rollover, that we are able to proceed with with transferring that money. Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it. So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side.\n\nCool. Alright. That's okay. If you have any questions or you have run into any issues, mistake, give me a call and and reach out. Okay?\n\nAlright. Cool. Pleasure. Well, you go and have a good afternoon or rest of the day. And and, yeah, if there's any any issues or you run into any problems, give me a call.\n\nK? That's okay. Have a good one. Bye, Maxine. Bye.\n\nBye.","paragraphs":[{"sentences":[{"text":"Hi, Max.","start":2.56,"end":3.28,"sentiment":"neutral","sentiment_score":0.20749066770076752},{"text":"I'm Larissa from Ophi Financial.","start":3.28,"end":4.74,"sentiment":"neutral","sentiment_score":0.20685309171676636},{"text":"How are you going?","start":4.7999997,"end":5.62,"sentiment":"neutral","sentiment_score":0.2546365559101105},{"text":"Yeah.","start":7.44,"end":7.9199996,"sentiment":"positive","sentiment_score":0.33545050024986267},{"text":"Good.","start":7.9199996,"end":8.32,"sentiment":"positive","sentiment_score":0.5707541108131409}],"sentiment":"neutral","sentiment_score":0.2595382791299086,"num_words":13,"start":2.56,"end":8.32},{"sentences":[{"text":"Thank you.","start":8.32,"end":9.139999,"sentiment":"positive","sentiment_score":0.6859931349754333},{"text":"I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time.","start":9.599999,"end":14.5,"sentiment":"neutral","sentiment_score":0.3332113689184189},{"text":"Yeah.","start":16.225,"end":16.545,"sentiment":"neutral","sentiment_score":0.28164809942245483},{"text":"Cool.","start":16.545,"end":16.945,"sentiment":"positive","sentiment_score":0.3481080234050751},{"text":"Before I jump into it, I do need to let you know that our calls are recorded.","start":17.105,"end":20.324999,"sentiment":"neutral","sentiment_score":0.04343123251900954}],"sentiment":"neutral","sentiment_score":0.24065994714265285,"num_words":46,"start":8.32,"end":20.324999},{"sentences":[{"text":"And if I could just get you some some security for me.","start":20.705,"end":23.505,"sentiment":"neutral","sentiment_score":0.06544724479317665},{"text":"I have full name, date of birth, and address to be able to open your file.","start":23.985,"end":28.244999,"sentiment":"neutral","sentiment_score":0.0751005345955491},{"text":"Perfect.","start":39.19,"end":39.69,"sentiment":"positive","sentiment_score":0.6126588582992554},{"text":"Thank you for that.","start":39.83,"end":40.89,"sentiment":"positive","sentiment_score":0.6733449399471283},{"text":"So I'm just going back over my notes.","start":41.35,"end":44.745003,"sentiment":"neutral","sentiment_score":0.10437232023105025}],"sentiment":"neutral","sentiment_score":0.149463235877636,"num_words":41,"start":20.705,"end":44.745003},{"sentences":[{"text":"And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up.","start":44.885002,"end":57.785,"sentiment":"neutral","sentiment_score":0.011817611462902278},{"text":"And you had requested that, and it was received by Hub twenty four.","start":58.89,"end":63.87,"sentiment":"neutral","sentiment_score":0.010388157975215178},{"text":"Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie.","start":64.17,"end":83.94,"sentiment":"neutral","sentiment_score":-0.22148443882664046},{"text":"Okay.","start":86.82,"end":87.3,"sentiment":"neutral","sentiment_score":-0.006490709260106087},{"text":"So can you, I guess, elaborate?","start":87.3,"end":89.0,"sentiment":"neutral","sentiment_score":-0.01174291285375754}],"sentiment":"neutral","sentiment_score":-0.10194991629570722,"num_words":100,"start":44.885002,"end":89.0},{"sentences":[{"text":"You set the how did you set the the SMSF fund up?","start":89.46,"end":93.380005,"sentiment":"neutral","sentiment_score":-0.015750228504960734},{"text":"Did you set it up yourself?","start":93.380005,"end":94.58,"sentiment":"neutral","sentiment_score":-0.02367438313861688},{"text":"Did you set it up with accountant helping you?","start":94.58,"end":96.740005,"sentiment":"neutral","sentiment_score":-0.029299960368209414},{"text":"Did you set it up with another financial firm?","start":96.740005,"end":98.92,"sentiment":"neutral","sentiment_score":-0.04418653187652429},{"text":"What system did you use to set it up?","start":104.625,"end":107.125,"sentiment":"neutral","sentiment_score":-0.05768586943546931}],"sentiment":"neutral","sentiment_score":-0.03359111768917905,"num_words":45,"start":89.46,"end":107.125},{"sentences":[{"text":"Like, chess or like, yep.","start":107.265,"end":114.36,"sentiment":"neutral","sentiment_score":-0.04112203679978847},{"text":"Bye.","start":115.56,"end":115.88,"sentiment":"neutral","sentiment_score":0.02016596868634224},{"text":"So you should have login details for, like, the back end of your account, which if it's all being set up correctly through the ATO, you should have the capacity to be able to request a rollover through your stake account your stake account to, basically, from from the SMSF side and send that to Hub twenty four, and Hub twenty four are able to, through through SuperStream, verify the SMSF account.","start":115.88,"end":148.05,"sentiment":"neutral","sentiment_score":0.05528508318174216},{"text":"Because everything's electronic these days, they don't accept paper forms because, ultimately speaking, it could be fraudulent.","start":148.05,"end":156.03499,"sentiment":"negative","sentiment_score":-0.5087900337050942},{"text":"They wanna make sure that the ATO basically does a verification through SuperStream.","start":156.97499,"end":160.915,"sentiment":"neutral","sentiment_score":-0.22724207318746126}],"sentiment":"neutral","sentiment_score":-0.07230088658009966,"num_words":108,"start":107.265,"end":160.915},{"sentences":[{"text":"So what happens is the SMSF sends the request.","start":160.97499,"end":163.47499,"sentiment":"neutral","sentiment_score":-0.037233111552066274},{"text":"It does go SuperStream hits through the ATO.","start":163.69499,"end":166.03499,"sentiment":"neutral","sentiment_score":0.01676400937139988},{"text":"The ATO does a check to make sure that, obviously, the the SMSF account is a is an active and APRA abiding self managed super fund, and then it hits Hub twenty four.","start":166.17499,"end":180.58,"sentiment":"neutral","sentiment_score":0.007950368958214918},{"text":"Hub twenty four obviously then goes cool.","start":180.58,"end":183.015,"sentiment":"neutral","sentiment_score":0.2118802453790392},{"text":"We've received the we've we've received the notice.","start":183.015,"end":185.415,"sentiment":"neutral","sentiment_score":0.26453460194170475}],"sentiment":"neutral","sentiment_score":0.05632022738170165,"num_words":65,"start":160.97499,"end":185.415},{"sentences":[{"text":"The ATO have verified the account as true and correct.","start":185.415,"end":189.035,"sentiment":"positive","sentiment_score":0.4214439630508423},{"text":"We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received.","start":189.095,"end":197.435,"sentiment":"neutral","sentiment_score":0.2343240107099215},{"text":"Yes.","start":222.145,"end":222.38501,"sentiment":"neutral","sentiment_score":0.016604991629719734},{"text":"Yeah.","start":222.38501,"end":222.625,"sentiment":"neutral","sentiment_score":0.02138313092291355},{"text":"It should be it should just be a bank account that's connected to the yep.","start":222.625,"end":227.2,"sentiment":"neutral","sentiment_score":0.0008773747210701307}],"sentiment":"neutral","sentiment_score":0.19390911041010245,"num_words":51,"start":185.415,"end":227.2},{"sentences":[{"text":"You've changed yep.","start":230.62,"end":232.72,"sentiment":"neutral","sentiment_score":-0.05897745365897814},{"text":"So your stake account is connected to the new bank account, but the ATO still has the old bank account verified?","start":249.685,"end":257.61002,"sentiment":"neutral","sentiment_score":-0.10175853648356029},{"text":"So does the ATO have the new one or the old one?","start":268.765,"end":271.505,"sentiment":"neutral","sentiment_score":-0.11871037508050601},{"text":"Okay.","start":273.005,"end":273.505,"sentiment":"neutral","sentiment_score":-0.07911068201065063},{"text":"And steak aren't updating.","start":273.80502,"end":275.665,"sentiment":"neutral","sentiment_score":-0.15364431589841843}],"sentiment":"neutral","sentiment_score":-0.10809936765127065,"num_words":41,"start":230.62,"end":275.665},{"sentences":[{"text":"Okay.","start":276.285,"end":276.785,"sentiment":"neutral","sentiment_score":-0.15042409300804138},{"text":"Yep.","start":296.22,"end":296.535,"sentiment":"neutral","sentiment_score":-0.03918277844786644},{"text":"Yep.","start":307.815,"end":308.315,"sentiment":"negative","sentiment_score":-0.4643581807613373},{"text":"Yes.","start":317.66998,"end":318.16998,"sentiment":"neutral","sentiment_score":-0.001713348552584648},{"text":"Yes.","start":318.22998,"end":318.62997,"sentiment":"neutral","sentiment_score":-0.01111071091145277}],"sentiment":"neutral","sentiment_score":-0.1333578223362565,"num_words":5,"start":276.285,"end":318.62997},{"sentences":[{"text":"So it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO.","start":318.62997,"end":332.79498,"sentiment":"neutral","sentiment_score":0.050647956784814596},{"text":"Or if you want like, it just it depends on which bank account you wanna use.","start":333.175,"end":336.935,"sentiment":"neutral","sentiment_score":0.02342404512455687},{"text":"If you're wanting to use the one that the ATO has listed, you need to update Stake.","start":336.935,"end":341.01,"sentiment":"neutral","sentiment_score":0.012467822498258422},{"text":"If you wanna use the bank account that Stake has listed, you need to update the ATO.","start":341.07,"end":344.93,"sentiment":"neutral","sentiment_score":-0.001673180199063876},{"text":"And both of those both of those providers, Stake and the ATO, need to have the same bank account listed because otherwise, what's gonna happen is when you request through Stake to have the SuperStream rollover initiated, it's gonna hit the ATO and it's gonna reject because it doesn't all match up.","start":345.23,"end":364.055,"sentiment":"neutral","sentiment_score":-0.11484418199576724}],"sentiment":"neutral","sentiment_score":-0.023856940502169688,"num_words":142,"start":318.62997,"end":364.055},{"sentences":[{"text":"Because, essentially, Stake is just a platform for you to operate your SMSF fund under, but you you still need to meet all of the legal requirements and regulatory reporting for that SMSF account.","start":364.34998,"end":378.195,"sentiment":"neutral","sentiment_score":0.07110667119131368},{"text":"And the ATO are the ones that govern that reporting requirement.","start":378.275,"end":382.055,"sentiment":"neutral","sentiment_score":-0.023699890144846657},{"text":"So any money that goes is being requested to move in or out of that account, essentially needs to abide by the ATO's requirements, which is where that bank account matching is what is what is essentially gonna hold you up on everything.","start":382.11502,"end":397.38,"sentiment":"neutral","sentiment_score":-0.020307590621848438},{"text":"So if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4.","start":398.48,"end":406.525,"sentiment":"neutral","sentiment_score":0.08773081948359808},{"text":"Does that does that make does that make sort of more sense as to how that kind of operates between?","start":410.905,"end":415.725,"sentiment":"neutral","sentiment_score":0.23742239475250243}],"sentiment":"neutral","sentiment_score":0.0627831457371729,"num_words":138,"start":364.34998,"end":415.725},{"sentences":[{"text":"Alright.","start":420.91998,"end":421.4,"sentiment":"neutral","sentiment_score":0.17881959676742554},{"text":"So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake?","start":421.4,"end":428.94,"sentiment":"neutral","sentiment_score":0.11059438794851303},{"text":"And then do you wanna let me know when you've requested the rollover again?","start":429.22498,"end":433.805,"sentiment":"neutral","sentiment_score":0.15539753809571266},{"text":"So that way I can just keep an eye on things on this side.","start":433.94498,"end":437.485,"sentiment":"neutral","sentiment_score":0.27120353813682285},{"text":"And then are you because I know when we spoke last week, you had said that you were gonna still keep sort of that $30,000 in your hub twenty four fund, and you still wanted Oakview Financial to work with you.","start":441.38498,"end":455.145,"sentiment":"neutral","sentiment_score":0.09648364527923305}],"sentiment":"neutral","sentiment_score":0.13549393493878215,"num_words":95,"start":420.91998,"end":455.145},{"sentences":[{"text":"And that as part of working with you long term, you were gonna send reports on your SMSF funds so I could consider the whole perspective.","start":455.38498,"end":463.485,"sentiment":"neutral","sentiment_score":0.006970894809525747},{"text":"Did you still want to go ahead with that methodology or or no?","start":464.185,"end":470.15,"sentiment":"neutral","sentiment_score":-0.06163141962427359},{"text":"Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview.","start":470.15,"end":476.09,"sentiment":"neutral","sentiment_score":-0.13353609240480832},{"text":"Right.","start":523.03503,"end":523.53,"sentiment":"neutral","sentiment_score":-0.041579511016607285},{"text":"Right.","start":528.73004,"end":529.23004,"sentiment":"neutral","sentiment_score":-0.035860780626535416}],"sentiment":"neutral","sentiment_score":-0.056478442293742014,"num_words":62,"start":455.38498,"end":529.23004},{"sentences":[{"text":"So legally speaking yeah.","start":530.49005,"end":533.71,"sentiment":"neutral","sentiment_score":-0.011112516280263662},{"text":"Yep.","start":541.575,"end":542.075,"sentiment":"neutral","sentiment_score":0.013516697101294994},{"text":"Okay.","start":546.455,"end":546.955,"sentiment":"neutral","sentiment_score":0.15328656136989594},{"text":"Cool.","start":548.615,"end":549.115,"sentiment":"neutral","sentiment_score":0.29323655366897583},{"text":"That's that's absolutely okay.","start":549.255,"end":551.415,"sentiment":"positive","sentiment_score":0.40649425238370895}],"sentiment":"neutral","sentiment_score":0.1855969778685407,"num_words":11,"start":530.49005,"end":551.415},{"sentences":[{"text":"So I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out?","start":551.415,"end":566.70496,"sentiment":"neutral","sentiment_score":0.17263260434071223},{"text":"If you update stake, I'll make sure that the assets are waiting ready to go.","start":566.70496,"end":571.285,"sentiment":"neutral","sentiment_score":0.08330446283022562},{"text":"So that way, once you've updated stake and rerequested the rollover, that we are able to proceed with with transferring that money.","start":571.345,"end":585.06,"sentiment":"neutral","sentiment_score":0.0811691673641855},{"text":"Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it.","start":585.60004,"end":596.94495,"sentiment":"neutral","sentiment_score":-0.01002505887299776},{"text":"So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side.","start":597.40497,"end":604.94495,"sentiment":"neutral","sentiment_score":0.20424074990053973}],"sentiment":"neutral","sentiment_score":0.12305581460278185,"num_words":126,"start":551.415,"end":604.94495},{"sentences":[{"text":"Cool.","start":610.62,"end":611.12,"sentiment":"positive","sentiment_score":0.3465484380722046},{"text":"Alright.","start":611.18,"end":611.68,"sentiment":"neutral","sentiment_score":0.32066771388053894},{"text":"That's okay.","start":612.14,"end":612.95996,"sentiment":"neutral","sentiment_score":0.30181460082530975},{"text":"If you have any questions or you have run into any issues, mistake, give me a call and and reach out.","start":613.26,"end":618.7,"sentiment":"neutral","sentiment_score":0.1828706037430536},{"text":"Okay?","start":618.7,"end":619.2,"sentiment":"neutral","sentiment_score":0.1406208872795105}],"sentiment":"neutral","sentiment_score":0.2019903430571923,"num_words":26,"start":610.62,"end":619.2},{"sentences":[{"text":"Alright.","start":621.645,"end":621.885,"sentiment":"neutral","sentiment_score":0.2755001485347748},{"text":"Cool.","start":621.885,"end":622.385,"sentiment":"positive","sentiment_score":0.44715481996536255},{"text":"Pleasure.","start":623.165,"end":623.665,"sentiment":"positive","sentiment_score":0.6593179106712341},{"text":"Well, you go and have a good afternoon or rest of the day.","start":623.725,"end":627.345,"sentiment":"positive","sentiment_score":0.6255066486505362},{"text":"And and, yeah, if there's any any issues or you run into any problems, give me a call.","start":627.885,"end":633.2769,"sentiment":"neutral","sentiment_score":0.17494560447004107}],"sentiment":"positive","sentiment_score":0.3724288291790906,"num_words":34,"start":621.645,"end":633.2769},{"sentences":[{"text":"K?","start":633.2769,"end":633.7769,"sentiment":"neutral","sentiment_score":0.07005622237920761},{"text":"That's okay.","start":634.87695,"end":635.61694,"sentiment":"positive","sentiment_score":0.5863302946090698},{"text":"Have a good one.","start":636.0769,"end":636.7169,"sentiment":"positive","sentiment_score":0.6966340988874435},{"text":"Bye, Maxine.","start":636.7169,"end":637.4569,"sentiment":"positive","sentiment_score":0.36917977035045624},{"text":"Bye.","start":637.8369,"end":638.3369,"sentiment":"neutral","sentiment_score":0.2183019518852234}],"sentiment":"positive","sentiment_score":0.4985914699733257,"num_words":10,"start":633.2769,"end":638.3369},{"sentences":[{"text":"Bye.","start":638.4769,"end":638.9769,"sentiment":"neutral","sentiment_score":-0.08799605071544647}],"sentiment":"neutral","sentiment_score":-0.08799605071544647,"num_words":1,"start":638.4769,"end":638.9769}]}}]},{"alternatives":[{"transcript":"Hello? Good. How are you? Yes. Full name is Maxine Sabayo. Date of birth, 04/27/1975. Address is Number 6 Lloyd Crescent, River And Plains. Yes. Yep. No. I set up myself. I use a stick. Yeah. The the issue is with the stream is this one. Okay? When I set the SMS I mean, SMS account with state, there was bank account allocated to this to this to the account. Okay. Yes. A bank account. So the bank account was changed. I call ATO. Yes. I changed it. So getting now to the to to stick account and put the account number that the issue have, I I'm unable to do that. Yeah. The old bank account on this on on Sprint six account is different from what it you have. So if I if getting the new one the new one and then that is different yeah. And that is not being updated with the with the state account, which I am unable to update it. So that is the problem I have. So I send in the request through the the form they themselves sent to me. So I completed the form, sending the verification, like, my what the documentation they requested, I sent everything to them. And literally came up that they will not accept the form. I have to do the request through the stream. Thank you. Okay. Yep. Okay. Yes. The message I said, I I it was clear. I don't know whether she got me or not. I said if the before refuses to rule over the phone and the form, I put to stay with them, then I am requesting that nothing should be done on my phone. No investment, no administration fee to be paid to anyone. So the total fund of or the total balance on the account should remain as it is. That was what I said to them. If only they refuse to go over the form the phone. Yes. So as you said, I am going to update the account number with the stake account account and get it from there. Okay. No problem. Thank you. Okay. Thank you. Thank you. 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you.","start":408.64,"end":409.46,"sentiment":"positive","sentiment_score":0.48095130920410156},{"text":"Okay.","start":417.095,"end":417.595,"sentiment":"neutral","sentiment_score":0.128230020403862}],"sentiment":"neutral","sentiment_score":-0.2725664151962413,"num_words":43,"start":296.28,"end":417.595},{"sentences":[{"text":"Yep.","start":417.655,"end":418.155,"sentiment":"neutral","sentiment_score":0.14462006092071533},{"text":"Okay.","start":438.84,"end":439.34,"sentiment":"neutral","sentiment_score":0.1236162781715393},{"text":"Yes.","start":449.205,"end":449.705,"sentiment":"neutral","sentiment_score":0.14622262120246887},{"text":"The message I said, I I it was clear.","start":478.625,"end":482.38498,"sentiment":"neutral","sentiment_score":-0.1239137343234486},{"text":"I don't know whether she got me or not.","start":482.38498,"end":484.625,"sentiment":"neutral","sentiment_score":-0.150431783662902}],"sentiment":"neutral","sentiment_score":-0.09784050959916342,"num_words":21,"start":417.655,"end":484.625},{"sentences":[{"text":"I said if the before refuses to rule over the phone and the form, I put to stay with them, then I am requesting that nothing should be done on my phone.","start":484.625,"end":502.735,"sentiment":"neutral","sentiment_score":-0.1840460430830717},{"text":"No investment, no administration fee to be paid to anyone.","start":502.735,"end":511.315,"sentiment":"neutral","sentiment_score":-0.14280311912298202},{"text":"So the total fund of or the total balance on the account should remain as it is.","start":512.46,"end":518.56,"sentiment":"neutral","sentiment_score":-0.05097096018931445},{"text":"That was what I said to them.","start":520.06,"end":522.08,"sentiment":"neutral","sentiment_score":-0.09534151639257159},{"text":"If only they refuse to go over the form the phone.","start":522.62,"end":529.405,"sentiment":"neutral","sentiment_score":-0.06560989232225851}],"sentiment":"neutral","sentiment_score":-0.12432610809609487,"num_words":77,"start":484.625,"end":529.405},{"sentences":[{"text":"Yes.","start":530.425,"end":530.925,"sentiment":"neutral","sentiment_score":0.0007485523819923401},{"text":"So as you said, I am going to update the account number with the stake account account and get it from there.","start":531.465,"end":546.05,"sentiment":"neutral","sentiment_score":0.0029548654248091307},{"text":"Okay.","start":578.29004,"end":578.79004,"sentiment":"neutral","sentiment_score":0.05878244712948799},{"text":"No problem.","start":608.15,"end":608.89,"sentiment":"neutral","sentiment_score":0.27081114053726196},{"text":"Thank you.","start":609.345,"end":610.40497,"sentiment":"positive","sentiment_score":0.41159211099147797}],"sentiment":"neutral","sentiment_score":0.05319087649695575,"num_words":28,"start":530.425,"end":610.40497},{"sentences":[{"text":"Okay.","start":620.14496,"end":620.64496,"sentiment":"neutral","sentiment_score":0.16791018843650818},{"text":"Thank you.","start":622.29,"end":628.79,"sentiment":"positive","sentiment_score":0.46396222710609436},{"text":"Thank you.","start":633.73,"end":634.55,"sentiment":"positive","sentiment_score":0.7627191543579102},{"text":"Bye.","start":635.17,"end":635.67,"sentiment":"positive","sentiment_score":0.5054899454116821}],"sentiment":"positive","sentiment_score":0.5211271494626999,"num_words":6,"start":620.14496,"end":635.67}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello?\n\nChannel 0: Hi, Max. I'm Larissa from Ophi Financial. How are you going?\n\nChannel 1: Good. How are you?\n\nChannel 0: Yeah. Good. Thank you. I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time.\n\nChannel 1: Yes.\n\nChannel 0: Yeah. Cool. Before I jump into it, I do need to let you know that our calls are recorded. And if I could just get you some some security for me. I have full name, date of birth, and address to be able to open\n\nChannel 1: Full\n\nChannel 0: your\n\nChannel 1: name\n\nChannel 0: file.\n\nChannel 1: is Maxine Sabayo. Date of birth, 04/27/1975. Address is Number 6 Lloyd Crescent, River And Plains.\n\nChannel 0: Perfect. Thank you for that. So I'm just going back over my notes. And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up.\n\nChannel 1: Yes.\n\nChannel 0: And you had requested that, and it was received by Hub twenty four. Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie.\n\nChannel 1: Yep.\n\nChannel 0: Okay. So can you, I guess, elaborate? You set the how did you set the the SMSF fund up? Did you set it up yourself? Did you set it up with accountant helping you?\n\nDid you set it up with another financial firm?\n\nChannel 1: No. I set up myself.\n\nChannel 0: What system did you use to set it up? Like, chess or\n\nChannel 1: I use a stick.\n\nChannel 0: like, yep. Bye. So you should have login details for, like, the back end of your account, which if it's all being set up correctly through\n\nChannel 1: Yeah.\n\nChannel 0: the ATO, you should have the capacity to be able to request a rollover through your stake account your stake account to, basically, from from the SMSF side and send that to Hub twenty four, and Hub twenty four are able to, through through SuperStream, verify the SMSF account. Because everything's electronic these days, they don't accept paper forms because, ultimately speaking, it could be fraudulent. They wanna make sure that the ATO basically does a verification through SuperStream. So what happens is the SMSF sends the request. It does go SuperStream hits through the ATO.\n\nThe ATO does a check to make sure that, obviously, the the SMSF account is a is an active and APRA abiding self managed super fund, and then it hits Hub twenty four. Hub twenty four obviously then goes cool. We've received the we've we've received the notice. The ATO have verified the account as true and correct. We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received.\n\nChannel 1: The the issue is with the stream is this one. Okay? When I set the SMS I mean, SMS account with state, there was bank account allocated to this to this to the account.\n\nChannel 0: Yes. Yeah. It should be it should just be\n\nChannel 1: Okay.\n\nChannel 0: a bank account that's\n\nChannel 1: Yes.\n\nChannel 0: connected\n\nChannel 1: A bank\n\nChannel 0: to\n\nChannel 1: account.\n\nChannel 0: the\n\nChannel 1: So the\n\nChannel 0: yep.\n\nChannel 1: bank account was changed. I\n\nChannel 0: You've\n\nChannel 1: call\n\nChannel 0: changed\n\nChannel 1: ATO. Yes.\n\nChannel 0: yep.\n\nChannel 1: I changed it. So getting now to the to to stick account and put the account number that the issue have, I I'm unable to do that.\n\nChannel 0: So your stake account is connected to the new bank account, but the ATO still has the old bank account verified?\n\nChannel 1: Yeah. The old bank account on this on on Sprint six account is different from what it you have.\n\nChannel 0: So does\n\nChannel 1: So\n\nChannel 0: the ATO\n\nChannel 1: if\n\nChannel 0: have\n\nChannel 1: I\n\nChannel 0: the new\n\nChannel 1: if\n\nChannel 0: one or the old one?\n\nChannel 1: getting the new one the new\n\nChannel 0: Okay.\n\nChannel 1: one and\n\nChannel 0: And\n\nChannel 1: then that\n\nChannel 0: steak\n\nChannel 1: is\n\nChannel 0: aren't\n\nChannel 1: different\n\nChannel 0: updating. Okay.\n\nChannel 1: yeah. And that is not being updated with the with the state account, which I am unable to update it. So that is the problem I have. So I send in the request through the the form they themselves sent to me.\n\nChannel 0: Yep.\n\nChannel 1: So I completed the form, sending the verification, like, my what the documentation they requested, I sent everything to them. And literally\n\nChannel 0: Yep.\n\nChannel 1: came up that they will not accept the form. I have to do the request through the stream.\n\nChannel 0: Yes. Yes. So it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO. Or if you want like, it just it depends on which bank account you wanna use. If you're wanting to use the one that the ATO has listed, you need to update Stake.\n\nIf you wanna use the bank account that Stake has listed, you need to update the ATO. And both of those both of those providers, Stake and the ATO, need to have the same bank account listed because otherwise, what's gonna happen is when you request through Stake to have the SuperStream rollover initiated, it's gonna hit the ATO and it's gonna reject because it doesn't all match up. Because, essentially, Stake is just a platform for you to operate your SMSF fund under, but you you still need to meet all of the legal requirements and regulatory reporting for that SMSF account. And the ATO are the ones that govern that reporting requirement. So any money that goes is being requested to move in or out of that account, essentially needs to abide by the ATO's requirements, which is where that bank account matching is what is what is essentially gonna hold you up on everything.\n\nSo if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4.\n\nChannel 1: Thank you.\n\nChannel 0: Does that does that make does that make sort of more sense as to how that kind of operates between?\n\nChannel 1: Okay. Yep.\n\nChannel 0: Alright. So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake? And then do you wanna let me know when you've requested the rollover again? So that way I can just keep an eye on things on this side.\n\nChannel 1: Okay.\n\nChannel 0: And then are you because I know when we spoke last week, you had said that you were gonna still keep sort of that $30,000\n\nChannel 1: Yes.\n\nChannel 0: in your hub twenty four fund, and you still wanted Oakview Financial to work with you. And that as part of working with you long term, you were gonna send reports on your SMSF funds so I could consider the whole perspective. Did you still want to go ahead with that methodology or or no? Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview.\n\nChannel 1: The message I said, I I it was clear. I don't know whether she got me or not. I said if the before refuses to rule over the phone and the form, I put to stay with them, then I am requesting that nothing should be done on my phone. No investment, no administration fee to be paid to anyone. So the total fund of or the total balance on the account should remain as it is.\n\nThat was what I said to them. If\n\nChannel 0: Right.\n\nChannel 1: only they refuse to go over the form\n\nChannel 0: Right.\n\nChannel 1: the phone. Yes.\n\nChannel 0: So legally\n\nChannel 1: So\n\nChannel 0: speaking\n\nChannel 1: as you said,\n\nChannel 0: yeah.\n\nChannel 1: I am going to update the account number with the stake\n\nChannel 0: Yep.\n\nChannel 1: account account and get it from there.\n\nChannel 0: Okay. Cool. That's that's absolutely okay. So I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out? If you update stake, I'll make sure that the assets are waiting ready to go.\n\nSo that way, once you've updated stake and rerequested the rollover,\n\nChannel 1: Okay.\n\nChannel 0: that we are able to proceed with with transferring that money. Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it. So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side.\n\nChannel 1: No problem. Thank you.\n\nChannel 0: Cool. Alright. That's okay. If you have any questions or you have run into any issues, mistake, give me a call and and reach out. Okay?\n\nChannel 1: Okay.\n\nChannel 0: Alright. Cool.\n\nChannel 1: Thank\n\nChannel 0: Pleasure. Well, you go and have a good afternoon or rest of the day. And\n\nChannel 1: you.\n\nChannel 0: and, yeah, if there's any any issues or you run into any problems, give me a call. K?\n\nChannel 1: Thank you.\n\nChannel 0: That's okay.\n\nChannel 1: Bye.\n\nChannel 0: Have a good one. Bye, Maxine. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.28,"end":1.78,"sentiment":"neutral","sentiment_score":0.03438401594758034}],"sentiment":"neutral","sentiment_score":0.03438401594758034,"channel":1,"num_words":1,"start":1.28,"end":1.78},{"sentences":[{"text":"Hi, Max.","start":2.56,"end":3.28,"sentiment":"neutral","sentiment_score":0.20749066770076752},{"text":"I'm Larissa from Ophi Financial.","start":3.28,"end":4.74,"sentiment":"neutral","sentiment_score":0.20685309171676636},{"text":"How are you going?","start":4.7999997,"end":5.62,"sentiment":"neutral","sentiment_score":0.2546365559101105}],"sentiment":"neutral","sentiment_score":0.22434481978416443,"channel":0,"num_words":11,"start":2.56,"end":5.62},{"sentences":[{"text":"Good.","start":6.08,"end":6.3999996,"sentiment":"positive","sentiment_score":0.515358567237854},{"text":"How are you?","start":6.3999996,"end":7.22,"sentiment":"neutral","sentiment_score":0.31098078687985736}],"sentiment":"positive","sentiment_score":0.36207523196935654,"channel":1,"num_words":4,"start":6.08,"end":7.22},{"sentences":[{"text":"Yeah.","start":7.44,"end":7.9199996,"sentiment":"positive","sentiment_score":0.33545050024986267},{"text":"Good.","start":7.9199996,"end":8.32,"sentiment":"positive","sentiment_score":0.5707541108131409},{"text":"Thank you.","start":8.32,"end":9.139999,"sentiment":"positive","sentiment_score":0.6859931349754333},{"text":"I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time.","start":9.599999,"end":14.5,"sentiment":"neutral","sentiment_score":0.3332113689184189}],"sentiment":"positive","sentiment_score":0.36580948634394284,"channel":0,"num_words":29,"start":7.44,"end":14.5},{"sentences":[{"text":"Yes.","start":15.495,"end":15.995,"sentiment":"neutral","sentiment_score":0.18446768820285797}],"sentiment":"neutral","sentiment_score":0.18446768820285797,"channel":1,"num_words":1,"start":15.495,"end":15.995},{"sentences":[{"text":"Yeah.","start":16.225,"end":16.545,"sentiment":"neutral","sentiment_score":0.28164809942245483},{"text":"Cool.","start":16.545,"end":16.945,"sentiment":"positive","sentiment_score":0.3481080234050751},{"text":"Before I jump into it, I do need to let you know that our calls are recorded.","start":17.105,"end":20.324999,"sentiment":"neutral","sentiment_score":0.04343123251900954},{"text":"And if I could just get you some some security for 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Maxine Sabayo.","start":27.895,"end":29.355,"sentiment":"neutral","sentiment_score":0.032197230185071625},{"text":"Date of birth, 04/27/1975.","start":30.55,"end":33.77,"sentiment":"neutral","sentiment_score":0.025659908074885607},{"text":"Address is Number 6 Lloyd Crescent, River And Plains.","start":34.79,"end":38.01,"sentiment":"neutral","sentiment_score":0.04137452898754014}],"sentiment":"neutral","sentiment_score":0.03572513023391366,"channel":1,"num_words":16,"start":27.895,"end":38.01},{"sentences":[{"text":"Perfect.","start":39.19,"end":39.69,"sentiment":"positive","sentiment_score":0.6126588582992554},{"text":"Thank you for that.","start":39.83,"end":40.89,"sentiment":"positive","sentiment_score":0.6733449399471283},{"text":"So I'm just going back over my notes.","start":41.35,"end":44.745003,"sentiment":"neutral","sentiment_score":0.10437232023105025},{"text":"And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up.","start":44.885002,"end":57.785,"sentiment":"neutral","sentiment_score":0.011817611462902278}],"sentiment":"neutral","sentiment_score":0.1004262388166454,"channel":0,"num_words":45,"start":39.19,"end":57.785},{"sentences":[{"text":"Yes.","start":58.495,"end":58.995,"sentiment":"neutral","sentiment_score":0.023188702762126923}],"sentiment":"neutral","sentiment_score":0.023188702762126923,"channel":1,"num_words":1,"start":58.495,"end":58.995},{"sentences":[{"text":"And you had requested that, and it was received by Hub twenty four.","start":58.89,"end":63.87,"sentiment":"neutral","sentiment_score":0.010388157975215178},{"text":"Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie.","start":64.17,"end":83.94,"sentiment":"neutral","sentiment_score":-0.22148443882664046}],"sentiment":"neutral","sentiment_score":-0.17206896737706465,"channel":0,"num_words":61,"start":58.89,"end":83.94},{"sentences":[{"text":"Yep.","start":84.945,"end":85.445,"sentiment":"neutral","sentiment_score":-0.018768897280097008}],"sentiment":"neutral","sentiment_score":-0.018768897280097008,"channel":1,"num_words":1,"start":84.945,"end":85.445},{"sentences":[{"text":"Okay.","start":86.82,"end":87.3,"sentiment":"neutral","sentiment_score":-0.006490709260106087},{"text":"So can you, I guess, elaborate?","start":87.3,"end":89.0,"sentiment":"neutral","sentiment_score":-0.01174291285375754},{"text":"You set the how did you set the the SMSF fund up?","start":89.46,"end":93.380005,"sentiment":"neutral","sentiment_score":-0.015750228504960734},{"text":"Did you set it up yourself?","start":93.380005,"end":94.58,"sentiment":"neutral","sentiment_score":-0.02367438313861688},{"text":"Did you set it up with accountant helping you?","start":94.58,"end":96.740005,"sentiment":"neutral","sentiment_score":-0.029299960368209414}],"sentiment":"neutral","sentiment_score":-0.019755790311404887,"channel":0,"num_words":34,"start":86.82,"end":96.740005},{"sentences":[{"text":"Did you set it up with another financial firm?","start":96.740005,"end":98.92,"sentiment":"neutral","sentiment_score":-0.04418653187652429}],"sentiment":"neutral","sentiment_score":-0.04418653187652429,"channel":0,"num_words":9,"start":96.740005,"end":98.92},{"sentences":[{"text":"No.","start":100.534996,"end":101.015,"sentiment":"neutral","sentiment_score":-0.1644924134016037},{"text":"I set up myself.","start":101.015,"end":102.155,"sentiment":"neutral","sentiment_score":-0.11564692109823227}],"sentiment":"neutral","sentiment_score":-0.12541601955890655,"channel":1,"num_words":5,"start":100.534996,"end":102.155},{"sentences":[{"text":"What system did you use to set it up?","start":104.625,"end":107.125,"sentiment":"neutral","sentiment_score":-0.05768586943546931},{"text":"Like, chess or","start":107.265,"end":108.805,"sentiment":"neutral","sentiment_score":-0.04714112853010496}],"sentiment":"neutral","sentiment_score":-0.05504968420912822,"channel":0,"num_words":12,"start":104.625,"end":108.805},{"sentences":[{"text":"I use a stick.","start":110.134995,"end":112.555,"sentiment":"neutral","sentiment_score":-0.043003557715564966}],"sentiment":"neutral","sentiment_score":-0.043003557715564966,"channel":1,"num_words":4,"start":110.134995,"end":112.555},{"sentences":[{"text":"like, yep.","start":113.505005,"end":114.36,"sentiment":"neutral","sentiment_score":-0.032093399204313755},{"text":"Bye.","start":115.56,"end":115.88,"sentiment":"neutral","sentiment_score":0.02016596868634224},{"text":"So you should have login details for, like, the back end of your account, which if it's all being set up correctly 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administration fee to be paid to anyone.","start":502.735,"end":511.315,"sentiment":"neutral","sentiment_score":-0.14280311912298202},{"text":"So the total fund of or the total balance on the account should remain as it is.","start":512.46,"end":518.56,"sentiment":"neutral","sentiment_score":-0.05097096018931445}],"sentiment":"neutral","sentiment_score":-0.13835221499978723,"channel":1,"num_words":77,"start":478.625,"end":518.56},{"sentences":[{"text":"That was what I said to 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form","start":523.42,"end":527.22504,"sentiment":"neutral","sentiment_score":-0.07852927036583424}],"sentiment":"neutral","sentiment_score":-0.07852927036583424,"channel":1,"num_words":8,"start":523.42,"end":527.22504},{"sentences":[{"text":"Right.","start":528.73004,"end":529.23004,"sentiment":"neutral","sentiment_score":-0.035860780626535416}],"sentiment":"neutral","sentiment_score":-0.035860780626535416,"channel":0,"num_words":1,"start":528.73004,"end":529.23004},{"sentences":[{"text":"the phone.","start":528.745,"end":529.405,"sentiment":"neutral","sentiment_score":-0.02727288380265236},{"text":"Yes.","start":530.425,"end":530.925,"sentiment":"neutral","sentiment_score":0.0007485523819923401}],"sentiment":"neutral","sentiment_score":-0.017932405074437458,"channel":1,"num_words":3,"start":528.745,"end":530.925},{"sentences":[{"text":"So legally","start":530.49005,"end":531.77,"sentiment":"neutral","sentiment_score":-0.012061163783073425}],"sentiment":"neutral","sentiment_score":-0.012061163783073425,"channel":0,"num_words":2,"start":530.49005,"end":531.77},{"sentences":[{"text":"So","start":531.465,"end":531.78503,"sentiment":"neutral","sentiment_score":-0.014406044967472552}],"sentiment":"neutral","sentiment_score":-0.014406044967472552,"channel":1,"num_words":1,"start":531.465,"end":531.78503},{"sentences":[{"text":"speaking","start":531.77,"end":532.27,"sentiment":"neutral","sentiment_score":-0.013396935537457466}],"sentiment":"neutral","sentiment_score":-0.013396935537457466,"channel":0,"num_words":1,"start":531.77,"end":532.27},{"sentences":[{"text":"as you said,","start":531.78503,"end":532.84503,"sentiment":"neutral","sentiment_score":-0.010395961503187815}],"sentiment":"neutral","sentiment_score":-0.010395961503187815,"channel":1,"num_words":3,"start":531.78503,"end":532.84503},{"sentences":[{"text":"yeah.","start":533.21,"end":533.71,"sentiment":"neutral","sentiment_score":-0.006930802017450333}],"sentiment":"neutral","sentiment_score":-0.006930802017450333,"channel":0,"num_words":1,"start":533.21,"end":533.71},{"sentences":[{"text":"I am going to update the account number with the stake","start":536.025,"end":540.99,"sentiment":"neutral","sentiment_score":0.0005169473588466644}],"sentiment":"neutral","sentiment_score":0.0005169473588466644,"channel":1,"num_words":11,"start":536.025,"end":540.99},{"sentences":[{"text":"Yep.","start":541.575,"end":542.075,"sentiment":"neutral","sentiment_score":0.013516697101294994}],"sentiment":"neutral","sentiment_score":0.013516697101294994,"channel":0,"num_words":1,"start":541.575,"end":542.075},{"sentences":[{"text":"account account and get it from there.","start":542.02997,"end":546.05,"sentiment":"neutral","sentiment_score":0.014987792553646224}],"sentiment":"neutral","sentiment_score":0.014987792553646224,"channel":1,"num_words":7,"start":542.02997,"end":546.05},{"sentences":[{"text":"Okay.","start":546.455,"end":546.955,"sentiment":"neutral","sentiment_score":0.15328656136989594},{"text":"Cool.","start":548.615,"end":549.115,"sentiment":"neutral","sentiment_score":0.29323655366897583},{"text":"That's that's absolutely okay.","start":549.255,"end":551.415,"sentiment":"positive","sentiment_score":0.40649425238370895},{"text":"So I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out?","start":551.415,"end":566.70496,"sentiment":"neutral","sentiment_score":0.17263260434071223},{"text":"If you update stake, I'll make sure that the assets are waiting ready to go.","start":566.70496,"end":571.285,"sentiment":"neutral","sentiment_score":0.08330446283022562}],"sentiment":"neutral","sentiment_score":0.16803839791453246,"channel":0,"num_words":66,"start":546.455,"end":571.285},{"sentences":[{"text":"So that way, once you've updated stake and rerequested the rollover,","start":571.345,"end":575.845,"sentiment":"neutral","sentiment_score":0.08538221635601738}],"sentiment":"neutral","sentiment_score":0.08538221635601738,"channel":0,"num_words":11,"start":571.345,"end":575.845},{"sentences":[{"text":"Okay.","start":578.29004,"end":578.79004,"sentiment":"neutral","sentiment_score":0.05878244712948799}],"sentiment":"neutral","sentiment_score":0.05878244712948799,"channel":1,"num_words":1,"start":578.29004,"end":578.79004},{"sentences":[{"text":"that we are able to proceed with with transferring that money.","start":578.38495,"end":585.06,"sentiment":"neutral","sentiment_score":0.07695611837235364},{"text":"Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it.","start":585.60004,"end":596.94495,"sentiment":"neutral","sentiment_score":-0.01002505887299776},{"text":"So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side.","start":597.40497,"end":604.94495,"sentiment":"neutral","sentiment_score":0.20424074990053973}],"sentiment":"neutral","sentiment_score":0.10086898404088887,"channel":0,"num_words":55,"start":578.38495,"end":604.94495},{"sentences":[{"text":"No problem.","start":608.15,"end":608.89,"sentiment":"neutral","sentiment_score":0.27081114053726196},{"text":"Thank you.","start":609.345,"end":610.40497,"sentiment":"positive","sentiment_score":0.41159211099147797}],"sentiment":"positive","sentiment_score":0.34120162576436996,"channel":1,"num_words":4,"start":608.15,"end":610.40497},{"sentences":[{"text":"Cool.","start":610.62,"end":611.12,"sentiment":"positive","sentiment_score":0.3465484380722046},{"text":"Alright.","start":611.18,"end":611.68,"sentiment":"neutral","sentiment_score":0.32066771388053894},{"text":"That's okay.","start":612.14,"end":612.95996,"sentiment":"neutral","sentiment_score":0.30181460082530975},{"text":"If you have any questions or you have run into any issues, mistake, give me a call and and reach out.","start":613.26,"end":618.7,"sentiment":"neutral","sentiment_score":0.1828706037430536},{"text":"Okay?","start":618.7,"end":619.2,"sentiment":"neutral","sentiment_score":0.1406208872795105}],"sentiment":"neutral","sentiment_score":0.2019903430571923,"channel":0,"num_words":26,"start":610.62,"end":619.2},{"sentences":[{"text":"Okay.","start":620.14496,"end":620.64496,"sentiment":"neutral","sentiment_score":0.16791018843650818}],"sentiment":"neutral","sentiment_score":0.16791018843650818,"channel":1,"num_words":1,"start":620.14496,"end":620.64496},{"sentences":[{"text":"Alright.","start":621.645,"end":621.885,"sentiment":"neutral","sentiment_score":0.2755001485347748},{"text":"Cool.","start":621.885,"end":622.385,"sentiment":"positive","sentiment_score":0.44715481996536255}],"sentiment":"positive","sentiment_score":0.36132748425006866,"channel":0,"num_words":2,"start":621.645,"end":622.385},{"sentences":[{"text":"Thank","start":622.29,"end":622.79,"sentiment":"positive","sentiment_score":0.6603924036026001}],"sentiment":"positive","sentiment_score":0.6603924036026001,"channel":1,"num_words":1,"start":622.29,"end":622.79},{"sentences":[{"text":"Pleasure.","start":623.165,"end":623.665,"sentiment":"positive","sentiment_score":0.6593179106712341},{"text":"Well, you go and have a good afternoon or rest of the day.","start":623.725,"end":627.345,"sentiment":"positive","sentiment_score":0.6255066486505362},{"text":"And","start":627.885,"end":628.385,"sentiment":"neutral","sentiment_score":0.32990559935569763}],"sentiment":"positive","sentiment_score":0.6080539961655934,"channel":0,"num_words":15,"start":623.165,"end":628.385},{"sentences":[{"text":"you.","start":628.29,"end":628.79,"sentiment":"neutral","sentiment_score":0.2675320506095886}],"sentiment":"neutral","sentiment_score":0.2675320506095886,"channel":1,"num_words":1,"start":628.29,"end":628.79},{"sentences":[{"text":"and, yeah, if there's any any issues or you run into any problems, give me a call.","start":628.925,"end":633.2769,"sentiment":"neutral","sentiment_score":0.16583031065323772},{"text":"K?","start":633.2769,"end":633.7769,"sentiment":"neutral","sentiment_score":0.07005622237920761}],"sentiment":"neutral","sentiment_score":0.16050952797134718,"channel":0,"num_words":18,"start":628.925,"end":633.7769},{"sentences":[{"text":"Thank you.","start":633.73,"end":634.55,"sentiment":"positive","sentiment_score":0.7627191543579102}],"sentiment":"positive","sentiment_score":0.7627191543579102,"channel":1,"num_words":2,"start":633.73,"end":634.55},{"sentences":[{"text":"That's okay.","start":634.87695,"end":635.61694,"sentiment":"positive","sentiment_score":0.5863302946090698}],"sentiment":"positive","sentiment_score":0.5863302946090698,"channel":0,"num_words":2,"start":634.87695,"end":635.61694},{"sentences":[{"text":"Bye.","start":635.17,"end":635.67,"sentiment":"positive","sentiment_score":0.5054899454116821}],"sentiment":"positive","sentiment_score":0.5054899454116821,"channel":1,"num_words":1,"start":635.17,"end":635.67},{"sentences":[{"text":"Have a good one.","start":636.0769,"end":636.7169,"sentiment":"positive","sentiment_score":0.6966340988874435},{"text":"Bye, Maxine.","start":636.7169,"end":637.4569,"sentiment":"positive","sentiment_score":0.36917977035045624},{"text":"Bye.","start":637.8369,"end":638.3369,"sentiment":"neutral","sentiment_score":0.2183019518852234},{"text":"Bye.","start":638.4769,"end":638.9769,"sentiment":"neutral","sentiment_score":-0.08799605071544647}],"sentiment":"positive","sentiment_score":0.45690022967755795,"channel":0,"num_words":8,"start":636.0769,"end":638.9769}]},"summary":{"result":"success","short":"Larissa from Ozik Financial contacts Max to follow up on a conversation they had with Caden regarding a rollover from Hub twenty four Superfund to an SMSF account. Max had previously requested the rollover to be submitted again via SuperStream, but it was rejected. Larissa explains that the rollover is being processed through SuperStream and the SMS account is connected to the new bank account, but the ATO still has the old bank account. The customer is confused about the bank account and the representative explains that the bank account needs to be updated with Stake, and the ATO needs to match the requirements. The agent explains that any money that goes through the hub twenty four fund should be converted to cash before it can roll out and that any money that goes through the hub twenty four fund should be converted to cash before it can roll out."},"intents":{"segments":[{"text":"So I'm just going back over my notes. And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up.","start_word":116,"end_word":155,"intents":[{"intent":"Request rollover","confidence_score":0.44433102}]},{"text":"They wanna make sure that the ATO basically does a verification through SuperStream.","start_word":376,"end_word":388,"intents":[{"intent":"Verify superstream","confidence_score":0.075443454}]},{"text":"We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received.","start_word":464,"end_word":487,"intents":[{"intent":"Process withdrawal","confidence_score":0.8948872}]},{"text":"So your stake account is connected to the new bank account, but the ATO still has the old bank account verified? Yeah.","start_word":584,"end_word":605,"intents":[{"intent":"Update bank account","confidence_score":0.13035148}]},{"text":"So it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO.","start_word":745,"end_word":784,"intents":[{"intent":"Update bank account","confidence_score":0.87244624},{"intent":"Update bank account","confidence_score":0.27383527}]},{"text":"So if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4. Thank you.","start_word":974,"end_word":1005,"intents":[{"intent":"Rerequest and update bank account","confidence_score":0.018572107}]},{"text":"So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake? And then do you wanna let me know when you've requested the rollover again? So that way I can just keep an eye on things on this side.","start_word":1029,"end_word":1081,"intents":[{"intent":"Check request status","confidence_score":0.0038680327}]},{"text":"So that way I can just keep an eye on things on this side. Okay.","start_word":1068,"end_word":1082,"intents":[{"intent":"Keep eye on side","confidence_score":0.09890361}]},{"text":"in your hub twenty four fund, and you still wanted Oakview Financial to work with you.","start_word":1109,"end_word":1124,"intents":[{"intent":"Work with oakview financial","confidence_score":0.11805757}]},{"text":"Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview. The message I said, I I it was clear. I don't know whether she got me or not. I said if the before refuses to rule over the phone and the form, I put to stay with them, then I am requesting that nothing should be done on my phone.","start_word":1164,"end_word":1234,"intents":[{"intent":"Request phone service","confidence_score":0.0018269753}]}]},"sentiments":{"segments":[{"text":"Hello? Hi, Max. I'm Larissa from Ophi Financial. How are you going?","start_word":0,"end_word":11,"sentiment":"neutral","sentiment_score":0.2003319710493088},{"text":"Good.","start_word":12,"end_word":12,"sentiment":"positive","sentiment_score":0.515358567237854},{"text":"How are you?","start_word":13,"end_word":15,"sentiment":"neutral","sentiment_score":0.310249388217926},{"text":"Yeah. Good. Thank you.","start_word":16,"end_word":19,"sentiment":"positive","sentiment_score":0.5466780662536621},{"text":"I was just giving you a call following on from a conversation that you had with Caden if I got you at a good time. Yes. Yeah.","start_word":20,"end_word":46,"sentiment":"neutral","sentiment_score":0.3203214406967163},{"text":"Cool.","start_word":47,"end_word":47,"sentiment":"positive","sentiment_score":0.3481080234050751},{"text":"Before I jump into it, I do need to let you know that our calls are recorded. And if I could just get you some some security for me. I have full name, date of birth, and address to be able to open Full your name file. is Maxine Sabayo. Date of birth, 04/27/1975. Address is Number 6 Lloyd Crescent, River And Plains.","start_word":48,"end_word":110,"sentiment":"neutral","sentiment_score":0.05303703248500824},{"text":"Perfect. Thank you for that.","start_word":111,"end_word":115,"sentiment":"positive","sentiment_score":0.6463860869407654},{"text":"So I'm just going back over my notes. And you and I had a conversation last week on Thursday just with regards to the rollover from your Hub twenty four Superfund over to an SMSF account that you'd set up. Yes. And you had requested that, and it was received by Hub twenty four. Now as I understand the conversation you had with Kaden this morning, you the the rollover has been rejected, and Hub twenty four are requesting the rollover to be submitted again via SuperStream, which is which is sort of, I guess, where your where where your concerns lie. Yep. Okay. So can you, I guess, elaborate? You set the how did you set the the SMSF fund up? Did you set it up yourself? Did you set it up with accountant helping you? Did you set it up with another financial firm? No. I set up myself. What system did you use to set it up? Like, chess or I use a stick. like, yep. Bye. So you should have login details for, like, the back end of your account, which if it's all being set up correctly through Yeah. the ATO, you should have the capacity to be able to request a rollover through your stake account your stake account to, basically, from from the SMSF side and send that to Hub twenty four, and Hub twenty four are able to, through through SuperStream, verify the SMSF account.","start_word":116,"end_word":358,"sentiment":"neutral","sentiment_score":-0.02818502113223076},{"text":"Because everything's electronic these days, they don't accept paper forms because, ultimately speaking, it could be fraudulent.","start_word":359,"end_word":375,"sentiment":"negative","sentiment_score":-0.49780702590942383},{"text":"They wanna make sure that the ATO basically does a verification through SuperStream. So what happens is the SMSF sends the request. It does go SuperStream hits through the ATO. The ATO does a check to make sure that, obviously, the the SMSF account is a is an active and APRA abiding self managed super fund, and then it hits Hub twenty four. Hub twenty four obviously then goes cool. We've received the we've we've received the notice.","start_word":376,"end_word":453,"sentiment":"neutral","sentiment_score":0.017750730738043785},{"text":"The ATO have verified the account as true and correct.","start_word":454,"end_word":463,"sentiment":"positive","sentiment_score":0.4128322005271912},{"text":"We will abide by the legislation set, and we will go ahead and we will process the withdrawal per the instructions that we received. The the issue is with the stream is this one. Okay? When I set the SMS I mean, SMS account with state, there was bank account allocated to this to this to the account. Yes. Yeah. It should be it should just be Okay. a bank account that's Yes. connected A bank to account. the So the yep. bank account was changed. I You've call changed ATO. Yes. yep. I changed it. So getting now to the to to stick account and put the account number that the issue have, I I'm unable to do that. So your stake account is connected to the new bank account, but the ATO still has the old bank account verified? Yeah. The old bank account on this on on Sprint six account is different from what it you have. So does So the ATO if have I the new if one or the old one? getting the new one the new Okay. one and And then that steak is aren't different updating. Okay. yeah.","start_word":464,"end_word":658,"sentiment":"neutral","sentiment_score":-0.07349355518817902},{"text":"And that is not being updated with the with the state account, which I am unable to update it. So that is the problem I have.","start_word":659,"end_word":684,"sentiment":"negative","sentiment_score":-0.40944361686706543},{"text":"So I send in the request through the the form they themselves sent to me. Yep. So I completed the form, sending the verification, like, my what the documentation they requested, I sent everything to them.","start_word":685,"end_word":720,"sentiment":"neutral","sentiment_score":-0.18042953312397003},{"text":"And literally Yep. came up that they will not accept the form.","start_word":721,"end_word":732,"sentiment":"negative","sentiment_score":-0.5463578701019287},{"text":"I have to do the request through the stream. Yes. Yes. So it's so you what you need to do is you need to go to StakeSuper, and you need to update the bank account with Stake themselves to have the correct bank account that you have listed with the ATO. Or if you want like, it just it depends on which bank account you wanna use. If you're wanting to use the one that the ATO has listed, you need to update Stake. If you wanna use the bank account that Stake has listed, you need to update the ATO. And both of those both of those providers, Stake and the ATO, need to have the same bank account listed because otherwise, what's gonna happen is when you request through Stake to have the SuperStream rollover initiated, it's gonna hit the ATO and it's gonna reject because it doesn't all match up. Because, essentially, Stake is just a platform for you to operate your SMSF fund under, but you you still need to meet all of the legal requirements and regulatory reporting for that SMSF account. And the ATO are the ones that govern that reporting requirement. So any money that goes is being requested to move in or out of that account, essentially needs to abide by the ATO's requirements, which is where that bank account matching is what is what is essentially gonna hold you up on everything. So if you go to Stake and get the bank account updated with Stake, you can then rerequest with Stake to have that rollover come out of Hub 20 '4. Thank you. Does that does that make does that make sort of more sense as to how that kind of operates between? Okay. Yep. Alright. So so I guess I guess, like, my question here is your are you gonna go to Stake and update the bank account with Stake? And then do you wanna let me know when you've requested the rollover again? So that way I can just keep an eye on things on this side. Okay. And then are you because I know when we spoke last week, you had said that you were gonna still keep sort of that $30,000 Yes. in your hub twenty four fund, and you still wanted Oakview Financial to work with you. And that as part of working with you long term, you were gonna send reports on your SMSF funds so I could consider the whole perspective. Did you still want to go ahead with that methodology or or no? Because, sort of the information I got from Caden was that you didn't want to pay a service fee to Oakview. The message I said, I I it was clear. I don't know whether she got me or not. I said if the before refuses to rule over the phone and the form, I put to stay with them, then I am requesting that nothing should be done on my phone. No investment, no administration fee to be paid to anyone. So the total fund of or the total balance on the account should remain as it is. That was what I said to them. If Right. only they refuse to go over the form Right. the phone. Yes. So legally So speaking as you said, yeah. I am going to update the account number with the stake Yep. account account and get it from there. Okay. Cool.","start_word":733,"end_word":1311,"sentiment":"neutral","sentiment_score":0.0012606155699913572},{"text":"That's that's absolutely okay.","start_word":1312,"end_word":1315,"sentiment":"positive","sentiment_score":0.3987416326999664},{"text":"So I can I can monitor your account on this side, and I can make sure that everything sells down the way it's supposed to because it as I said to you last week, it needs to convert to cash before it can roll out? If you update stake, I'll make sure that the assets are waiting ready to go. So that way, once you've updated stake and rerequested the rollover, Okay. that we are able to proceed with with transferring that money. Because because hub twenty four, providing they have a a a correct request, they're not legally allowed to reject it. So providing everything goes through smoothly and it hits the ATO and is processed and accepted, everything should be fine on the other side. No problem.","start_word":1316,"end_word":1444,"sentiment":"neutral","sentiment_score":0.1170625314116478},{"text":"Thank you. Cool.","start_word":1445,"end_word":1447,"sentiment":"positive","sentiment_score":0.3817616403102875},{"text":"Alright. That's okay. If you have any questions or you have run into any issues, mistake, give me a call and and reach out. Okay? Okay. Alright.","start_word":1448,"end_word":1474,"sentiment":"neutral","sentiment_score":0.21025405824184415},{"text":"Cool. Thank Pleasure. Well, you go and have a good afternoon or rest of the day.","start_word":1475,"end_word":1490,"sentiment":"positive","sentiment_score":0.6135584115982056},{"text":"And you. and, yeah, if there's any any issues or you run into any problems, give me a call. K?","start_word":1491,"end_word":1510,"sentiment":"neutral","sentiment_score":0.17707553394138814},{"text":"Thank you. That's okay. Bye. Have a good one. Bye, Maxine.","start_word":1511,"end_word":1521,"sentiment":"positive","sentiment_score":0.5666959285736084},{"text":"Bye. Bye.","start_word":1522,"end_word":1523,"sentiment":"neutral","sentiment_score":0.18468046188354492}],"average":{"sentiment":"neutral","sentiment_score":0.01948859457405148}}}}