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Or, like so I have a kidney infection, which is super, super painful. But and then antibiotics only kicks in twenty four to forty eight hours. Sorry. Because that that's why I left early on what was it? Tuesday to go to the doctor. I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful. But then today because I started taking it, like, a Tuesday night. Like, it's starting to help a little bit, which is good. Yeah. It's just, like, sitting in the same position. Usually, like, lying down is better, which is tricky. I have to work, but it's starting to subside slowly. So that's good. Mhmm. Mhmm. Mhmm. Mhmm. Well sorry. He only has one. Sorry. The tricky part with him is that I did his advice, then Jack spoke to Larissa. And then they didn't tell me that the application was put on pause. No no one did anything. And it was only when I felt yeah. Yeah. So it's only when I was kind of like, what is happening with him? And I think that's when you booked him in to talk about because he was, like, a little bit confused. And I was like, oh, okay. So, Jack, like, we finished all these insurances. Everything's all good. And he goes, no. We never even submitted it. And I'm like, what do you mean? No one even spoke to me. So I have left yeah. So I'm trying to piece together the parcel from Jack and Larissa's conversation. But I have left. So if you go in through to see you have the information. So two, three weeks ago, when he was meant to be booked in, but he didn't answer, I kind of did a bit of an investigation, and I left a kind of detailed note on advice discussion to be booked. So if you're in CRM, if you can go into advice discussion to be booked for me. Now you will see that, obviously, he's we've been trying to contact him to book him in. But if you scroll down, you will see that I left a note, like, adviser update on the May 27. Can you see that? Yeah. So, basically, obviously, we did advise to consolidate everything. During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on the 06/16 and expected to have three months off. The application was then put on pause because he was obviously off work, which makes sense. And then Larissa had a follow-up conversation with him in April to discuss a potential backdated IP claim with Hesta pending dates, but then no one did anything. So then I had to look at it, and his insurances lapsed before he actually stopped working. So because of that, he can't claim on the IP. It was if he had already stopped working, then the policy lapsed, we could look at a backdated IP claim. But because that was already canceled before he even stopped working, he won't be eligible for trying to reinstate or trying to backdate Hester. You can triple check the dates because, again, that was never told to me. So I'm just trying to piece together the puzzle. Now let me see here. Not with HESTA. So that expired in February 23. He has a IP policy. So what you can tell him is he has an income protection policy at the moment. Now that is but he's not gonna be able to claim on that yet because what it is, it is a let me just go through this this way quickly. It's an ASTRON no. Yes. It's an Acheron income protection policy. The waiting period is a hundred and seven hundred and thirty days. Yes. So Correct. So so that's what so he won't be able to claim on that, obviously, because if he's only been off work for three months, he has to wait seven hundred and thirty days unless Astrand does partial claim, but I don't have any information in regards to the Astrand policy. So it would be a matter of well, you obviously haven't been off work for seven hundred and thirty days. It could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims. I doubt it. Well, we were we were going to apply for retail cover. So full full retail cover. Yes. But because he's quite old no. Not at all. No. And I think at the time I don't know. But I think at the time of the SOA, that he I don't think he was he was he was working. So the SOA was the February 17. So this is how long this has taken. February 17 was the SOA. He stopped working on the March 16. That was a month later. So at the time, we we we went through everything. He was working. So, yeah, for you, I would say try to call Astrone if if, ideally, hopefully, we have a TPA on file just to just to check-in if Astrone does, like, a partial claim or anything like that. I doubt it, like I said. But then at least you can, when you call Rod, be like, hey. I spoke to Astrand. Obviously, you have a seven hundred and thirty day waiting, which he knows. Sorry. Until it's reached out, obviously, it can't do that. HESTA, you can confirm the date. So say, obviously, as you know, your HESTA insurance has lapsed, and you can go with my note here on the February 23, and we obviously spoke to you about it. You stopped working and had a shoulder ligament surgery on the March 16. Like, is that correct? Because if those dates are correct, he can't claim HESTA. The only reason he could potentially claim HESTA is if he's correct. So if he stopped working before the February 23, you can tell him, okay. Well, I'll go to Hester and see if we can do a backdated IP claim. But like I said from the notes that Larissa told me, he stopped working after that. Now just because he was freaking out about the IP policy, and I don't think I realized how little it is. So his HESTA policy, which I calculated there for because that's like he was putting he was putting more money into super than his IP policy was worth. So I was like, if you have that much money that you have that you put it away from savings, then what is the point? Because his old policy was a thousand dollars per month. Now because he's on the yeah. Now because he's on the highest tax bracket, after tax, that's only about $430 per month. So 5 $130. But even with a HESTA, there's still a ninety day waiting period. So but, again, I from what Larissa and Jack kind of told me, HESTA isn't an option because he stopped working after the insurance is locked. So you can reconfirm the information just to make sure we have the correct dates, and then checking with Astron whether they do partials if we have a TPM file. Like I said, I doubt it. I doubt we can do it, but then at least you can go to fraud and say, hey. Checked with Astron. Have this with Hesta. Can't claim it. Are you still off work? Where are you at? Because that was kind of where we were. Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD. But if he's looking at claiming, then he's probably not back at work. Yeah. Exactly. And see how you see how you go. If he's super confused, you're not sure, just book him in with me sometime next week because I wanted to try to talk to him anyway. Now don't tell him, but also I noticed when I spoke with implementation of Jack, the February 9, we were going to do the fourth rollovers. Nothing has been implemented as of yet. So I was like, guys. Right. I was like especially because, like, no one told me anything at all. I was like, hello. And then because no one else followed up because, yeah, no one communicated, it was he's he's been neglected a little bit, which I don't feel good about, but no one told me so can't do anything about it. So that's a lot, but do you kind of know where things are at ish? Yep. Yes. Exactly. Let me know how you go. Even send me a team's message, and if it's I can't if he's if he's, yeah, confused. But, yeah, otherwise, you can book him in on Tuesday afternoon if he's free then, if he wants to have a bit of a catch up with me and see what we should do and stuff. So, yeah, good luck with that one. No worries. Let me know how you go. Alright. You too. 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Yes. Can you hear me? Could you hear me the whole time? I was like, are you in the are you in the office, or are you working from home today?\n\nYeah. Go yeah. Or, like so I have a kidney infection, which is super, super painful. But and then antibiotics only kicks in twenty four to forty eight hours. Sorry.\n\nBecause that that's why I left early on what was it? Tuesday to go to the doctor. I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful. But then today because I started taking it, like, a Tuesday night. Like, it's starting to help a little bit, which is good.\n\nYeah. It's just, like, sitting in the same position. Usually, like, lying down is better, which is tricky. I have to work, but it's starting to subside slowly. So that's good.\n\nMhmm. Mhmm. Mhmm. Mhmm. Well sorry.\n\nHe only has one. Sorry. The tricky part with him is that I did his advice, then Jack spoke to Larissa. And then they didn't tell me that the application was put on pause. No no one did anything.\n\nAnd it was only when I felt yeah. Yeah. So it's only when I was kind of like, what is happening with him? And I think that's when you booked him in to talk about because he was, like, a little bit confused. And I was like, oh, okay.\n\nSo, Jack, like, we finished all these insurances. Everything's all good. And he goes, no. We never even submitted it. And I'm like, what do you mean?\n\nNo one even spoke to me. So I have left yeah. So I'm trying to piece together the parcel from Jack and Larissa's conversation. But I have left. So if you go in through to see you have the information.\n\nSo two, three weeks ago, when he was meant to be booked in, but he didn't answer, I kind of did a bit of an investigation, and I left a kind of detailed note on advice discussion to be booked. So if you're in CRM, if you can go into advice discussion to be booked for me. Now you will see that, obviously, he's we've been trying to contact him to book him in. But if you scroll down, you will see that I left a note, like, adviser update on the May 27. Can you see that?\n\nYeah. So, basically, obviously, we did advise to consolidate everything. During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on the 06/16 and expected to have three months off. The application was then put on pause because he was obviously off work, which makes sense. And then Larissa had a follow-up conversation with him in April to discuss a potential backdated IP claim with Hesta pending dates, but then no one did anything.\n\nSo then I had to look at it, and his insurances lapsed before he actually stopped working. So because of that, he can't claim on the IP. It was if he had already stopped working, then the policy lapsed, we could look at a backdated IP claim. But because that was already canceled before he even stopped working, he won't be eligible for trying to reinstate or trying to backdate Hester. You can triple check the dates because, again, that was never told to me.\n\nSo I'm just trying to piece together the puzzle. Now let me see here. Not with HESTA. So that expired in February 23. He has a IP policy.\n\nSo what you can tell him is he has an income protection policy at the moment. Now that is but he's not gonna be able to claim on that yet because what it is, it is a let me just go through this this way quickly. It's an ASTRON no. Yes. It's an Acheron income protection policy.\n\nThe waiting period is a hundred and seven hundred and thirty days. Yes. So Correct. So so that's what so he won't be able to claim on that, obviously, because if he's only been off work for three months, he has to wait seven hundred and thirty days unless Astrand does partial claim, but I don't have any information in regards to the Astrand policy. So it would be a matter of well, you obviously haven't been off work for seven hundred and thirty days.\n\nIt could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims. I doubt it. Well, we were we were going to apply for retail cover. So full full retail cover. Yes.\n\nBut because he's quite old no. Not at all. No. And I think at the time I don't know. But I think at the time of the SOA, that he I don't think he was he was he was working.\n\nSo the SOA was the February 17. So this is how long this has taken. February 17 was the SOA. He stopped working on the March 16. That was a month later.\n\nSo at the time, we we we went through everything. He was working. So, yeah, for you, I would say try to call Astrone if if, ideally, hopefully, we have a TPA on file just to just to check-in if Astrone does, like, a partial claim or anything like that. I doubt it, like I said. But then at least you can, when you call Rod, be like, hey.\n\nI spoke to Astrand. Obviously, you have a seven hundred and thirty day waiting, which he knows. Sorry. Until it's reached out, obviously, it can't do that. HESTA, you can confirm the date.\n\nSo say, obviously, as you know, your HESTA insurance has lapsed, and you can go with my note here on the February 23, and we obviously spoke to you about it. You stopped working and had a shoulder ligament surgery on the March 16. Like, is that correct? Because if those dates are correct, he can't claim HESTA. The only reason he could potentially claim HESTA is if he's correct.\n\nSo if he stopped working before the February 23, you can tell him, okay. Well, I'll go to Hester and see if we can do a backdated IP claim. But like I said from the notes that Larissa told me, he stopped working after that. Now just because he was freaking out about the IP policy, and I don't think I realized how little it is. So his HESTA policy, which I calculated there for because that's like he was putting he was putting more money into super than his IP policy was worth.\n\nSo I was like, if you have that much money that you have that you put it away from savings, then what is the point? Because his old policy was a thousand dollars per month. Now because he's on the yeah. Now because he's on the highest tax bracket, after tax, that's only about $430 per month. So 5 $130.\n\nBut even with a HESTA, there's still a ninety day waiting period. So but, again, I from what Larissa and Jack kind of told me, HESTA isn't an option because he stopped working after the insurance is locked. So you can reconfirm the information just to make sure we have the correct dates, and then checking with Astron whether they do partials if we have a TPM file. Like I said, I doubt it. I doubt we can do it, but then at least you can go to fraud and say, hey.\n\nChecked with Astron. Have this with Hesta. Can't claim it. Are you still off work? Where are you at?\n\nBecause that was kind of where we were. Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD. But if he's looking at claiming, then he's probably not back at work. Yeah. Exactly.\n\nAnd see how you see how you go. If he's super confused, you're not sure, just book him in with me sometime next week because I wanted to try to talk to him anyway. Now don't tell him, but also I noticed when I spoke with implementation of Jack, the February 9, we were going to do the fourth rollovers. Nothing has been implemented as of yet. So I was like, guys.\n\nRight. I was like especially because, like, no one told me anything at all. I was like, hello. And then because no one else followed up because, yeah, no one communicated, it was he's he's been neglected a little bit, which I don't feel good about, but no one told me so can't do anything about it. So that's a lot, but do you kind of know where things are at ish?\n\nYep. Yes. Exactly. Let me know how you go. Even send me a team's message, and if it's I can't if he's if he's, yeah, confused.\n\nBut, yeah, otherwise, you can book him in on Tuesday afternoon if he's free then, if he wants to have a bit of a catch up with me and see what we should do and stuff. So, yeah, good luck with that one. No worries. Let me know how you go. Alright.\n\nYou too. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.04,"end":1.54,"sentiment":"neutral","sentiment_score":0.000651070848107338},{"text":"Yes.","start":4.08,"end":4.58,"sentiment":"neutral","sentiment_score":-0.001878789160400629},{"text":"Can you hear me?","start":4.64,"end":5.7,"sentiment":"neutral","sentiment_score":-0.009846995119005442},{"text":"Could you hear me the whole time?","start":8.8,"end":10.42,"sentiment":"neutral","sentiment_score":-0.10531581725393023},{"text":"I was like, are you in the are you in the office, or are you working from home today?","start":12.799999,"end":21.385,"sentiment":"neutral","sentiment_score":-0.0216649613882366}],"sentiment":"neutral","sentiment_score":-0.03717064643569756,"num_words":32,"start":1.04,"end":21.385},{"sentences":[{"text":"Yeah.","start":23.685,"end":24.185,"sentiment":"neutral","sentiment_score":0.12462437152862547},{"text":"Go yeah.","start":25.125,"end":26.325,"sentiment":"neutral","sentiment_score":-0.03888668026775122},{"text":"Or, like so I have a kidney infection, which is super, super painful.","start":26.325,"end":32.86,"sentiment":"neutral","sentiment_score":-0.21898009742681795},{"text":"But and then antibiotics only kicks in twenty four to forty eight hours.","start":33.4,"end":38.38,"sentiment":"neutral","sentiment_score":-0.14936701151040885},{"text":"Sorry.","start":39.0,"end":39.5,"sentiment":"neutral","sentiment_score":-0.09927056729793549}],"sentiment":"neutral","sentiment_score":-0.1613643990829587,"num_words":30,"start":23.685,"end":39.5},{"sentences":[{"text":"Because that that's why I left early on what was it?","start":39.8,"end":42.2,"sentiment":"neutral","sentiment_score":-0.07264959812164307},{"text":"Tuesday to go to the doctor.","start":42.2,"end":43.739998,"sentiment":"neutral","sentiment_score":-0.05297383852303028},{"text":"I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful.","start":44.635,"end":53.375,"sentiment":"neutral","sentiment_score":-0.16653302538654077},{"text":"But then today because I started taking it, like, a Tuesday night.","start":53.754997,"end":58.074997,"sentiment":"neutral","sentiment_score":0.03376011271029711},{"text":"Like, it's starting to help a little bit, which is good.","start":58.074997,"end":62.07,"sentiment":"neutral","sentiment_score":0.14916197075085205}],"sentiment":"neutral","sentiment_score":-0.046053097834662785,"num_words":63,"start":39.8,"end":62.07},{"sentences":[{"text":"Yeah.","start":62.29,"end":62.61,"sentiment":"neutral","sentiment_score":0.06522991508245468},{"text":"It's just, like, sitting in the same position.","start":62.61,"end":64.45,"sentiment":"neutral","sentiment_score":-0.011932764202356339},{"text":"Usually, like, lying down is better, which is tricky.","start":64.45,"end":66.87,"sentiment":"neutral","sentiment_score":-0.08617284148931503},{"text":"I have to work, but it's starting to subside slowly.","start":67.17,"end":71.75,"sentiment":"neutral","sentiment_score":-0.05402810797095299},{"text":"So that's good.","start":71.81,"end":72.87,"sentiment":"neutral","sentiment_score":0.23327160875002542}],"sentiment":"neutral","sentiment_score":-0.020846904045151125,"num_words":31,"start":62.29,"end":72.87},{"sentences":[{"text":"Mhmm.","start":79.454994,"end":79.954994,"sentiment":"neutral","sentiment_score":0.05511082708835602},{"text":"Mhmm.","start":90.59,"end":91.09,"sentiment":"neutral","sentiment_score":-0.03355715423822403},{"text":"Mhmm.","start":98.365,"end":98.865,"sentiment":"neutral","sentiment_score":-0.03773673996329307},{"text":"Mhmm.","start":100.445,"end":100.945,"sentiment":"neutral","sentiment_score":-0.003997051157057285},{"text":"Well sorry.","start":104.924995,"end":105.80499,"sentiment":"neutral","sentiment_score":-0.07915256544947624}],"sentiment":"neutral","sentiment_score":-0.029747541528195143,"num_words":6,"start":79.454994,"end":105.80499},{"sentences":[{"text":"He only has one.","start":105.80499,"end":106.924995,"sentiment":"neutral","sentiment_score":-0.08407553844153881},{"text":"Sorry.","start":106.924995,"end":107.244995,"sentiment":"neutral","sentiment_score":-0.06788099557161331},{"text":"The tricky part with him is that I did his advice, then Jack spoke to Larissa.","start":107.244995,"end":113.29,"sentiment":"neutral","sentiment_score":-0.05347546358825639},{"text":"And then they didn't tell me that the application was put on pause.","start":114.07,"end":119.83,"sentiment":"neutral","sentiment_score":-0.23529662650365096},{"text":"No no one did anything.","start":119.83,"end":121.45,"sentiment":"negative","sentiment_score":-0.3555488705635071}],"sentiment":"neutral","sentiment_score":-0.15631771959268895,"num_words":39,"start":105.80499,"end":121.45},{"sentences":[{"text":"And it was only when I felt yeah.","start":122.07,"end":123.67,"sentiment":"neutral","sentiment_score":0.2183477934449911},{"text":"Yeah.","start":123.67,"end":123.83,"sentiment":"neutral","sentiment_score":-0.017412913963198662},{"text":"So it's only when I was kind of like, what is happening with him?","start":123.83,"end":127.005,"sentiment":"neutral","sentiment_score":-0.15841171305094445},{"text":"And I think that's when you booked him in to talk about because he was, like, a little bit confused.","start":127.165,"end":131.105,"sentiment":"neutral","sentiment_score":-0.24655915871262551},{"text":"And I was like, oh, okay.","start":131.885,"end":133.885,"sentiment":"neutral","sentiment_score":-0.01787887793034315}],"sentiment":"neutral","sentiment_score":-0.11279287736634819,"num_words":49,"start":122.07,"end":133.885},{"sentences":[{"text":"So, Jack, like, we finished all these insurances.","start":133.885,"end":135.745,"sentiment":"neutral","sentiment_score":0.1998078916221857},{"text":"Everything's all good.","start":135.965,"end":136.845,"sentiment":"positive","sentiment_score":0.3993658522764842},{"text":"And he goes, no.","start":136.845,"end":137.72499,"sentiment":"neutral","sentiment_score":-0.19862298853695393},{"text":"We never even submitted it.","start":137.72499,"end":138.925,"sentiment":"negative","sentiment_score":-0.3553220987319946},{"text":"And I'm like, what do you mean?","start":138.925,"end":140.125,"sentiment":"neutral","sentiment_score":-0.24074458863054002}],"sentiment":"neutral","sentiment_score":-0.054064958459801145,"num_words":27,"start":133.885,"end":140.125},{"sentences":[{"text":"No one even spoke to me.","start":140.125,"end":141.505,"sentiment":"negative","sentiment_score":-0.4522569378217061},{"text":"So I have left yeah.","start":141.805,"end":144.61,"sentiment":"neutral","sentiment_score":-0.14543254375457765},{"text":"So I'm trying to piece together the parcel from Jack and Larissa's conversation.","start":144.61,"end":148.63,"sentiment":"neutral","sentiment_score":-0.04824225489909832},{"text":"But I have left.","start":149.17,"end":150.05,"sentiment":"neutral","sentiment_score":-0.04526250809431076},{"text":"So if you go in through to see you have the information.","start":150.05,"end":152.39,"sentiment":"neutral","sentiment_score":-0.02391840113947789}],"sentiment":"neutral","sentiment_score":-0.11339811263605952,"num_words":40,"start":140.125,"end":152.39},{"sentences":[{"text":"So two, three weeks ago, when he was meant to be booked in, but he didn't answer, I kind of did a bit of an investigation, and I left a kind of detailed note on advice discussion to be booked.","start":152.45,"end":165.81499,"sentiment":"neutral","sentiment_score":-0.07079870183952153},{"text":"So if you're in CRM, if you can go into advice discussion to be booked for me.","start":166.11499,"end":171.8,"sentiment":"neutral","sentiment_score":-0.0015952681355616625},{"text":"Now you will see that, obviously, he's we've been trying to contact him to book him in.","start":172.09999,"end":177.16,"sentiment":"neutral","sentiment_score":-0.014976419398889822},{"text":"But if you scroll down, you will see that I left a note, like, adviser update on the May 27.","start":180.09999,"end":185.06,"sentiment":"neutral","sentiment_score":-0.0031900768168270587},{"text":"Can you see that?","start":185.06,"end":185.865,"sentiment":"neutral","sentiment_score":-0.00481833191588521}],"sentiment":"neutral","sentiment_score":-0.03261981250680223,"num_words":98,"start":152.45,"end":185.865},{"sentences":[{"text":"Yeah.","start":186.02501,"end":186.52501,"sentiment":"neutral","sentiment_score":0.0032349079847335815},{"text":"So, basically, obviously, we did advise to consolidate everything.","start":188.905,"end":192.52501,"sentiment":"neutral","sentiment_score":-0.04831064264807436},{"text":"During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on the 06/16 and expected to have three months off.","start":193.065,"end":205.6,"sentiment":"neutral","sentiment_score":-0.1499759442097432},{"text":"The application was then put on pause because he was obviously off work, which makes sense.","start":205.6,"end":209.78,"sentiment":"neutral","sentiment_score":-0.24167848052456975},{"text":"And then Larissa had a follow-up conversation with him in April to discuss a potential backdated IP claim with Hesta pending dates, but then no one did anything.","start":210.72,"end":220.635,"sentiment":"neutral","sentiment_score":-0.10838571423664689}],"sentiment":"neutral","sentiment_score":-0.14156402745744684,"num_words":91,"start":186.02501,"end":220.635},{"sentences":[{"text":"So then I had to look at it, and his insurances lapsed before he actually stopped working.","start":220.935,"end":227.75499,"sentiment":"negative","sentiment_score":-0.338147297501564},{"text":"So because of that, he can't claim on the IP.","start":228.51,"end":231.06999,"sentiment":"negative","sentiment_score":-0.35129262655973437},{"text":"It was if he had already stopped working, then the policy lapsed, we could look at a backdated IP claim.","start":231.06999,"end":238.27,"sentiment":"negative","sentiment_score":-0.3685452938079834},{"text":"But because that was already canceled before he even stopped working, he won't be eligible for trying to reinstate or trying to backdate Hester.","start":238.27,"end":247.805,"sentiment":"negative","sentiment_score":-0.5668389101823171},{"text":"You can triple check the dates because, again, that was never told to me.","start":248.105,"end":253.705,"sentiment":"neutral","sentiment_score":-0.3142405301332474}],"sentiment":"negative","sentiment_score":-0.4074804407708785,"num_words":85,"start":220.935,"end":253.705},{"sentences":[{"text":"So I'm just trying to piece together the puzzle.","start":253.705,"end":256.125,"sentiment":"neutral","sentiment_score":-0.19098463488949668},{"text":"Now let me see here.","start":256.985,"end":264.71,"sentiment":"neutral","sentiment_score":-0.030270542204380035},{"text":"Not with HESTA.","start":264.71,"end":265.66998,"sentiment":"neutral","sentiment_score":-0.1864462544520696},{"text":"So that expired in February 23.","start":265.66998,"end":269.28998,"sentiment":"neutral","sentiment_score":-0.2255991374452909},{"text":"He has a IP policy.","start":269.59,"end":271.50998,"sentiment":"neutral","sentiment_score":-0.12173746824264527}],"sentiment":"neutral","sentiment_score":-0.15685126265244825,"num_words":28,"start":253.705,"end":271.50998},{"sentences":[{"text":"So what you can tell him is he has an income protection policy at the moment.","start":271.50998,"end":276.815,"sentiment":"neutral","sentiment_score":-0.13039495097473264},{"text":"Now that is but he's not gonna be able to claim on that yet because what it is, it is a let me just go through this this way quickly.","start":277.195,"end":285.775,"sentiment":"neutral","sentiment_score":-0.31561213980118435},{"text":"It's an ASTRON no.","start":285.915,"end":287.695,"sentiment":"neutral","sentiment_score":-0.2772584855556488},{"text":"Yes.","start":288.26,"end":288.58002,"sentiment":"neutral","sentiment_score":-0.016319412738084793},{"text":"It's an Acheron income protection policy.","start":288.58002,"end":291.08002,"sentiment":"neutral","sentiment_score":-0.03899272593359152}],"sentiment":"neutral","sentiment_score":-0.22656128281041196,"num_words":57,"start":271.50998,"end":291.08002},{"sentences":[{"text":"The waiting period is a hundred and seven hundred and thirty days.","start":291.94,"end":296.04,"sentiment":"neutral","sentiment_score":-0.06893289430687825},{"text":"Yes.","start":298.5,"end":299.0,"sentiment":"neutral","sentiment_score":0.04353988915681839},{"text":"So Correct.","start":299.38,"end":305.065,"sentiment":"neutral","sentiment_score":0.058480532839894295},{"text":"So so that's what so he won't be able to claim on that, obviously, because if he's only been off work for three months, he has to wait seven hundred and thirty days unless Astrand does partial claim, but I don't have any information in regards to the Astrand policy.","start":305.125,"end":321.02,"sentiment":"neutral","sentiment_score":-0.29246812999248506},{"text":"So it would be a matter of well, you obviously haven't been off work for seven hundred and thirty days.","start":324.68,"end":329.625,"sentiment":"neutral","sentiment_score":-0.2901457466185093}],"sentiment":"neutral","sentiment_score":-0.24815312010400437,"num_words":85,"start":291.94,"end":329.625},{"sentences":[{"text":"It could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims.","start":330.025,"end":341.485,"sentiment":"neutral","sentiment_score":0.1611580356127686},{"text":"I doubt it.","start":343.705,"end":344.685,"sentiment":"neutral","sentiment_score":-0.2432594895362854},{"text":"Well, we were we were going to apply for retail cover.","start":351.91,"end":355.13,"sentiment":"neutral","sentiment_score":-0.10235071148384702},{"text":"So full full retail cover.","start":355.67,"end":357.85,"sentiment":"neutral","sentiment_score":0.03183756172657013},{"text":"Yes.","start":358.07,"end":358.57,"sentiment":"neutral","sentiment_score":0.0322912260890007}],"sentiment":"neutral","sentiment_score":0.05717254683692405,"num_words":47,"start":330.025,"end":358.57},{"sentences":[{"text":"But because he's quite old no.","start":361.10498,"end":368.065,"sentiment":"neutral","sentiment_score":-0.24339755065739155},{"text":"Not at all.","start":368.065,"end":368.625,"sentiment":"neutral","sentiment_score":-0.3141540586948395},{"text":"No.","start":368.625,"end":368.865,"sentiment":"neutral","sentiment_score":-0.1932840198278427},{"text":"And I think at the time I don't know.","start":368.865,"end":371.685,"sentiment":"neutral","sentiment_score":-0.14282754560311636},{"text":"But I think at the time of the SOA, that he I don't think he was he was he was working.","start":372.18,"end":378.2,"sentiment":"neutral","sentiment_score":-0.2529420135986237}],"sentiment":"neutral","sentiment_score":-0.2298340423963964,"num_words":40,"start":361.10498,"end":378.2},{"sentences":[{"text":"So the SOA was the February 17.","start":378.34,"end":381.32,"sentiment":"neutral","sentiment_score":-0.16056073989186967},{"text":"So this is how long this has taken.","start":381.78,"end":383.48,"sentiment":"neutral","sentiment_score":-0.27996826171875},{"text":"February 17 was the SOA.","start":383.78,"end":385.8,"sentiment":"neutral","sentiment_score":-0.16001289784908296},{"text":"He stopped working on the March 16.","start":386.18,"end":393.145,"sentiment":"neutral","sentiment_score":-0.21435480458395823},{"text":"That was a month later.","start":393.205,"end":394.665,"sentiment":"neutral","sentiment_score":-0.15957030951976775}],"sentiment":"neutral","sentiment_score":-0.20193971693515778,"num_words":32,"start":378.34,"end":394.665},{"sentences":[{"text":"So at the time, we we we went through everything.","start":396.245,"end":399.04498,"sentiment":"neutral","sentiment_score":-0.09995954334735871},{"text":"He was working.","start":399.04498,"end":400.185,"sentiment":"neutral","sentiment_score":-0.06645095348358154},{"text":"So, yeah, for you, I would say try to call Astrone if if, ideally, hopefully, we have a TPA on file just to just to check-in if Astrone does, like, a partial claim or anything like that.","start":404.0,"end":417.135,"sentiment":"neutral","sentiment_score":0.03751419283248283},{"text":"I doubt it, like I said.","start":417.215,"end":418.17502,"sentiment":"neutral","sentiment_score":-0.1913963332772255},{"text":"But then at least you can, when you call Rod, be like, hey.","start":418.17502,"end":420.575,"sentiment":"neutral","sentiment_score":-0.04445309593127324}],"sentiment":"neutral","sentiment_score":-0.022278136317280754,"num_words":69,"start":396.245,"end":420.575},{"sentences":[{"text":"I spoke to Astrand.","start":420.575,"end":421.535,"sentiment":"neutral","sentiment_score":-0.06414015591144562},{"text":"Obviously, you have a seven hundred and thirty day waiting, which he knows.","start":421.535,"end":425.23502,"sentiment":"neutral","sentiment_score":-0.17886303823727828},{"text":"Sorry.","start":427.45502,"end":427.935,"sentiment":"neutral","sentiment_score":-0.2076260596513748},{"text":"Until it's reached out, obviously, it can't do that.","start":427.935,"end":431.39502,"sentiment":"neutral","sentiment_score":-0.31497448517216575},{"text":"HESTA, you can confirm the date.","start":433.66998,"end":436.55,"sentiment":"neutral","sentiment_score":-0.033489261443416275}],"sentiment":"neutral","sentiment_score":-0.1765185489573262,"num_words":33,"start":420.575,"end":436.55},{"sentences":[{"text":"So say, obviously, as you know, your HESTA insurance has lapsed, and you can go with my note here on the February 23, and we obviously spoke to you about it.","start":436.55,"end":445.68997,"sentiment":"neutral","sentiment_score":-0.07126792135738558},{"text":"You stopped working and had a shoulder ligament surgery on the March 16.","start":448.705,"end":454.625,"sentiment":"neutral","sentiment_score":-0.2087962650335752},{"text":"Like, is that correct?","start":454.625,"end":455.585,"sentiment":"neutral","sentiment_score":-0.07244404405355453},{"text":"Because if those dates are correct, he can't claim HESTA.","start":455.585,"end":459.125,"sentiment":"negative","sentiment_score":-0.3540445238351822},{"text":"The only reason he could potentially claim HESTA is if he's correct.","start":459.505,"end":465.27002,"sentiment":"neutral","sentiment_score":-0.2524261640695234}],"sentiment":"neutral","sentiment_score":-0.16832846272736787,"num_words":70,"start":436.55,"end":465.27002},{"sentences":[{"text":"So if he stopped working before the February 23, you can tell him, okay.","start":465.33002,"end":471.01,"sentiment":"neutral","sentiment_score":-0.09940234465258461},{"text":"Well, I'll go to Hester and see if we can do a backdated IP claim.","start":471.01,"end":474.53003,"sentiment":"neutral","sentiment_score":-0.05894578099250793},{"text":"But like I said from the notes that Larissa told me, he stopped working after that.","start":474.53003,"end":481.58502,"sentiment":"neutral","sentiment_score":-0.12227136548608541},{"text":"Now just because he was freaking out about the IP policy, and I don't think I realized how little it is.","start":483.885,"end":488.525,"sentiment":"negative","sentiment_score":-0.3544141643104099},{"text":"So his HESTA policy, which I calculated there for because that's like he was putting he was putting more money into super than his IP policy was worth.","start":488.525,"end":497.67,"sentiment":"negative","sentiment_score":-0.4078310839831829}],"sentiment":"neutral","sentiment_score":-0.24568222542392446,"num_words":94,"start":465.33002,"end":497.67},{"sentences":[{"text":"So I was like, if you have that much money that you have that you put it away from savings, then what is the point?","start":497.67,"end":504.33002,"sentiment":"negative","sentiment_score":-0.38681518733501435},{"text":"Because his old policy was a thousand dollars per month.","start":506.42502,"end":509.725,"sentiment":"neutral","sentiment_score":-0.21517930328845977},{"text":"Now because he's on the yeah.","start":510.58502,"end":513.945,"sentiment":"neutral","sentiment_score":-0.27383601913849515},{"text":"Now because he's on the highest tax bracket, after tax, that's only about $430 per month.","start":513.945,"end":520.925,"sentiment":"neutral","sentiment_score":-0.19556798972189426},{"text":"So 5 $130.","start":521.51,"end":523.21,"sentiment":"neutral","sentiment_score":-0.05421781291564306}],"sentiment":"neutral","sentiment_score":-0.2792821684231361,"num_words":60,"start":497.67,"end":523.21},{"sentences":[{"text":"But even with a HESTA, there's still a ninety day waiting period.","start":523.43,"end":526.81,"sentiment":"neutral","sentiment_score":-0.20165524755915007},{"text":"So but, again, I from what Larissa and Jack kind of told me, HESTA isn't an option because he stopped working after the insurance is locked.","start":529.19,"end":541.715,"sentiment":"neutral","sentiment_score":-0.18582459324254438},{"text":"So you can reconfirm the information just to make sure we have the correct dates, and then checking with Astron whether they do partials if we have a TPM file.","start":541.715,"end":555.0,"sentiment":"neutral","sentiment_score":-0.08153482352693876},{"text":"Like I said, I doubt it.","start":555.0,"end":556.52,"sentiment":"neutral","sentiment_score":-0.31876152753829956},{"text":"I doubt we can do it, but then at least you can go to fraud and say, hey.","start":556.52,"end":561.10004,"sentiment":"negative","sentiment_score":-0.4441474378108978}],"sentiment":"neutral","sentiment_score":-0.2130931537679356,"num_words":92,"start":523.43,"end":561.10004},{"sentences":[{"text":"Checked with Astron.","start":561.24005,"end":562.22003,"sentiment":"neutral","sentiment_score":-0.1657329499721527},{"text":"Have this with Hesta.","start":562.44,"end":563.58,"sentiment":"neutral","sentiment_score":-0.17446888610720634},{"text":"Can't claim it.","start":564.565,"end":565.36505,"sentiment":"neutral","sentiment_score":-0.24559220671653748},{"text":"Are you still off work?","start":565.36505,"end":566.48505,"sentiment":"neutral","sentiment_score":-0.23458554446697236},{"text":"Where are you at?","start":566.48505,"end":567.465,"sentiment":"neutral","sentiment_score":-0.17836479097604752}],"sentiment":"neutral","sentiment_score":-0.20095988951231303,"num_words":19,"start":561.24005,"end":567.465},{"sentences":[{"text":"Because that was kind of where we were.","start":570.405,"end":572.34503,"sentiment":"neutral","sentiment_score":-0.1743477713316679},{"text":"Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD.","start":572.48505,"end":578.69,"sentiment":"neutral","sentiment_score":-0.04635490147540203},{"text":"But if he's looking at claiming, then he's probably not back at work.","start":578.75,"end":583.49005,"sentiment":"neutral","sentiment_score":-0.17273065103934362},{"text":"Yeah.","start":583.79004,"end":584.29004,"sentiment":"neutral","sentiment_score":-0.00837891548871994},{"text":"Exactly.","start":591.64496,"end":592.14496,"sentiment":"neutral","sentiment_score":0.033195070922374725}],"sentiment":"neutral","sentiment_score":-0.0983814676957471,"num_words":49,"start":570.405,"end":592.14496},{"sentences":[{"text":"And see how you see how you go.","start":593.725,"end":595.565,"sentiment":"neutral","sentiment_score":0.112338837236166},{"text":"If he's super confused, you're not sure, just book him in with me sometime next week because I wanted to try to talk to him anyway.","start":595.565,"end":602.865,"sentiment":"neutral","sentiment_score":-0.17085587749114403},{"text":"Now don't tell him, but also I noticed when I spoke with implementation of Jack, the February 9, we were going to do the fourth rollovers.","start":603.805,"end":614.44995,"sentiment":"neutral","sentiment_score":-0.13525738624426034},{"text":"Nothing has been implemented as of yet.","start":614.75,"end":616.93,"sentiment":"neutral","sentiment_score":-0.21304665505886078},{"text":"So I was like, guys.","start":621.035,"end":622.65497,"sentiment":"neutral","sentiment_score":0.19157928228378296}],"sentiment":"neutral","sentiment_score":-0.10546756018367079,"num_words":72,"start":593.725,"end":622.65497},{"sentences":[{"text":"Right.","start":623.195,"end":623.695,"sentiment":"neutral","sentiment_score":-0.046532321721315384},{"text":"I was like especially because, like, no one told me anything at all.","start":623.995,"end":627.935,"sentiment":"neutral","sentiment_score":-0.3123178814466183},{"text":"I was like, hello.","start":628.075,"end":629.535,"sentiment":"neutral","sentiment_score":-0.19856974110007286},{"text":"And then because no one else followed up because, yeah, no one communicated, it was he's he's been neglected a little bit, which I don't feel good about, but no one told me so can't do anything about it.","start":629.835,"end":641.11005,"sentiment":"negative","sentiment_score":-0.3704074380489496},{"text":"So that's a lot, but do you kind of know where things are at ish?","start":643.09,"end":647.27,"sentiment":"neutral","sentiment_score":-0.04850466263790925}],"sentiment":"neutral","sentiment_score":-0.27881116345007384,"num_words":72,"start":623.195,"end":647.27},{"sentences":[{"text":"Yep.","start":649.25,"end":649.75,"sentiment":"neutral","sentiment_score":-0.020086752250790596},{"text":"Yes.","start":652.555,"end":653.055,"sentiment":"neutral","sentiment_score":-0.08839969336986542},{"text":"Exactly.","start":654.475,"end":654.975,"sentiment":"neutral","sentiment_score":0.09148174524307252},{"text":"Let me know how you go.","start":655.275,"end":656.815,"sentiment":"neutral","sentiment_score":0.10354433208703995},{"text":"Even send me a team's message, and if it's I can't if he's if he's, yeah, confused.","start":656.875,"end":665.04004,"sentiment":"neutral","sentiment_score":-0.08596159210976433}],"sentiment":"neutral","sentiment_score":-0.03296483745082067,"num_words":26,"start":649.25,"end":665.04004},{"sentences":[{"text":"But, yeah, otherwise, you can book him in on Tuesday afternoon if he's free then, if he wants to have a bit of a catch up with me and see what we should do and stuff.","start":667.58,"end":677.36005,"sentiment":"neutral","sentiment_score":0.1644728049221966},{"text":"So, yeah, good luck with that one.","start":680.08496,"end":681.865,"sentiment":"positive","sentiment_score":0.6448281322206769},{"text":"No worries.","start":683.685,"end":684.245,"sentiment":"neutral","sentiment_score":0.14580368995666504},{"text":"Let me know how you go.","start":684.245,"end":685.285,"sentiment":"positive","sentiment_score":0.3793826202551524},{"text":"Alright.","start":685.285,"end":685.685,"sentiment":"neutral","sentiment_score":0.21637968719005585}],"sentiment":"neutral","sentiment_score":0.25421347483419454,"num_words":52,"start":667.58,"end":685.685},{"sentences":[{"text":"You too.","start":685.685,"end":686.345,"sentiment":"neutral","sentiment_score":0.18385284394025803},{"text":"Bye.","start":686.88495,"end":687.38495,"sentiment":"neutral","sentiment_score":-0.12212300300598145}],"sentiment":"neutral","sentiment_score":0.0818608949581782,"num_words":3,"start":685.685,"end":687.38495}]}}]},{"alternatives":[{"transcript":"Hello? Can you hear me now? Yes. I can. I don't know what happened there. I could hear you. Yeah. It's probably probably an issue on my end. Let's see real. No. Working from home today. How are you going? You feeling better? Oh, no. Yeah. Yeah. Yeah. Oh, that's good. Yep. Damn. That is good. I had Rod Flynn call well, Maddie. He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had. But I just wanted to touch base with you first to understand kind of because I know that he was arming and arring about the other policy that he had or didn't have or something like that. What policy is the best to claim on for him? Yes. Oh, brilliant. Yes. God. Yep. Yeah. I can yeah. I'm just having a look at that now. Yep. Yeah. Yeah. Yeah. So he does currently have insurance cover or he doesn't? Yep. Right. Seven thirty days. Yep. Seven hundred and thirty days. Yep. Okay. Yep. Okay. But because he's injured, we obviously can't apply for that has to cover again because retail cover. Yep. That's right. Did he he didn't disclose that he was hurt when we went through the SOA, did he? Yeah. And that's the whole issue. Yeah. Yep. Okay. TPA. Yeah. Yep. Is if it happened before. Yep. Okay. Yeah. Okay. Yeah. It was something ridiculous. Yeah. Yeah. Okay. Yeah. Okay. We can't. Yeah. Okay. So if he's back at work, we can start the application process. If he's not, then we can't. Okay. Cool. Alright. I think I've got it. Brilliant. It's amazing. Yeah. No. Okay. Cool. I will. Yeah. Yeah. I know where it's at now. I just wanted to confirm what was going on before I got on the phone with him, and he confused himself again. That's all. Alright. Alright. Sounds like a plan. Thank you. Appreciate it. Have fun. I will. 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Can you hear me now? Yes. I can. I don't know what happened there.\n\nI could hear you. Yeah. It's probably probably an issue on my end. Let's see real. No.\n\nWorking from home today. How are you going? You feeling better? Oh, no. Yeah.\n\nYeah. Yeah. Oh, that's good. Yep. Damn.\n\nThat is good. I had Rod Flynn call well, Maddie. He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had. But I just wanted to touch base with you first to understand kind of because I know that he was arming and arring about the other policy that he had or didn't have or something like that. What policy is the best to claim on for him?\n\nYes. Oh, brilliant. Yes. God. Yep.\n\nYeah. I can yeah. I'm just having a look at that now. Yep. Yeah.\n\nYeah. Yeah. So he does currently have insurance cover or he doesn't? Yep. Right.\n\nSeven thirty days. Yep. Seven hundred and thirty days. Yep. Okay.\n\nYep. Okay. But because he's injured, we obviously can't apply for that has to cover again because retail cover. Yep. That's right.\n\nDid he he didn't disclose that he was hurt when we went through the SOA, did he? Yeah. And that's the whole issue. Yeah. Yep.\n\nOkay. TPA. Yeah. Yep. Is if it happened before.\n\nYep. Okay. Yeah. Okay. Yeah.\n\nIt was something ridiculous. Yeah. Yeah. Okay. Yeah.\n\nOkay. We can't. Yeah. Okay. So if he's back at work, we can start the application process.\n\nIf he's not, then we can't. Okay. Cool. Alright. I think I've got it.\n\nBrilliant. It's amazing. Yeah. No. Okay.\n\nCool. I will. Yeah. Yeah. I know where it's at now.\n\nI just wanted to confirm what was going on before I got on the phone with him, and he confused himself again. That's all. Alright. Alright. Sounds like a plan.\n\nThank you. Appreciate it. Have fun. I will. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":2.3999999,"end":2.8,"sentiment":"neutral","sentiment_score":-0.000872789416462183},{"text":"Can you hear me now?","start":2.8,"end":3.86,"sentiment":"neutral","sentiment_score":-0.009317857306450605},{"text":"Yes.","start":6.0,"end":6.3199997,"sentiment":"neutral","sentiment_score":-0.0012658881023526192},{"text":"I can.","start":6.3199997,"end":6.72,"sentiment":"neutral","sentiment_score":-0.023982884362339973},{"text":"I don't know what happened there.","start":6.72,"end":8.1,"sentiment":"neutral","sentiment_score":-0.20783830434083939}],"sentiment":"neutral","sentiment_score":-0.08958157058805227,"num_words":15,"start":2.3999999,"end":8.1},{"sentences":[{"text":"I could hear you.","start":10.8,"end":11.679999,"sentiment":"neutral","sentiment_score":-0.04424617998301983},{"text":"Yeah.","start":11.679999,"end":12.179999,"sentiment":"neutral","sentiment_score":-0.050251878798007965},{"text":"It's probably probably an issue on 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good.","start":73.275,"end":74.575005,"sentiment":"positive","sentiment_score":0.3868301411469777},{"text":"I had Rod Flynn call well, Maddie.","start":75.995,"end":80.015,"sentiment":"neutral","sentiment_score":0.0819124345268522},{"text":"He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had.","start":80.555,"end":89.130005,"sentiment":"neutral","sentiment_score":0.0444143153037186},{"text":"But I just wanted to touch base with you first to understand kind of because I know that he was arming and arring about the other policy that he had or didn't have or something like that.","start":90.07,"end":100.005,"sentiment":"neutral","sentiment_score":-0.05016440072575131},{"text":"What policy is the best to claim on for 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before.","start":462.75,"end":464.21,"sentiment":"neutral","sentiment_score":-0.24180310368537902}],"sentiment":"neutral","sentiment_score":-0.13405018279121983,"num_words":9,"start":403.87,"end":464.21},{"sentences":[{"text":"Yep.","start":482.375,"end":482.775,"sentiment":"neutral","sentiment_score":-0.032269831746816635},{"text":"Okay.","start":482.775,"end":483.275,"sentiment":"neutral","sentiment_score":-0.050196558237075806},{"text":"Yeah.","start":505.13498,"end":505.535,"sentiment":"neutral","sentiment_score":-0.13496476411819458},{"text":"Okay.","start":505.535,"end":506.035,"sentiment":"neutral","sentiment_score":-0.13517744839191437},{"text":"Yeah.","start":511.04,"end":511.36,"sentiment":"neutral","sentiment_score":-0.17749735713005066}],"sentiment":"neutral","sentiment_score":-0.10602119192481041,"num_words":5,"start":482.375,"end":511.36},{"sentences":[{"text":"It was something ridiculous.","start":511.36,"end":512.5,"sentiment":"negative","sentiment_score":-0.35468965023756027},{"text":"Yeah.","start":521.77496,"end":522.27496,"sentiment":"neutral","sentiment_score":-0.0402851440012455},{"text":"Yeah.","start":529.615,"end":529.77496,"sentiment":"neutral","sentiment_score":-0.07623471319675446},{"text":"Okay.","start":529.77496,"end":530.27496,"sentiment":"neutral","sentiment_score":-0.0973621904850006},{"text":"Yeah.","start":568.49,"end":568.81,"sentiment":"neutral","sentiment_score":-0.05839601531624794}],"sentiment":"neutral","sentiment_score":-0.2113795829936862,"num_words":8,"start":511.36,"end":568.81},{"sentences":[{"text":"Okay.","start":568.81,"end":569.31,"sentiment":"neutral","sentiment_score":-0.03173936903476715},{"text":"We can't.","start":582.195,"end":582.775,"sentiment":"neutral","sentiment_score":-0.20279163122177124},{"text":"Yeah.","start":584.995,"end":585.235,"sentiment":"neutral","sentiment_score":0.0034849047660827637},{"text":"Okay.","start":585.235,"end":585.735,"sentiment":"neutral","sentiment_score":0.008541673421859741},{"text":"So if he's back at work, we can start the application process.","start":585.795,"end":588.995,"sentiment":"neutral","sentiment_score":0.023483268373335402}],"sentiment":"neutral","sentiment_score":-0.008440990165314254,"num_words":17,"start":568.81,"end":588.995},{"sentences":[{"text":"If he's not, then we can't.","start":588.995,"end":590.615,"sentiment":"neutral","sentiment_score":-0.13760113343596458},{"text":"Okay.","start":591.93,"end":592.25,"sentiment":"neutral","sentiment_score":0.10490301996469498},{"text":"Cool.","start":592.25,"end":592.75,"sentiment":"neutral","sentiment_score":0.2107204347848892},{"text":"Alright.","start":592.97,"end":593.29,"sentiment":"neutral","sentiment_score":0.15011852979660034},{"text":"I think I've got it.","start":593.29,"end":594.51,"sentiment":"neutral","sentiment_score":0.08346968591213226}],"sentiment":"neutral","sentiment_score":0.004105972392218454,"num_words":14,"start":588.995,"end":594.51},{"sentences":[{"text":"Brilliant.","start":617.57,"end":618.07,"sentiment":"positive","sentiment_score":0.3799940049648285},{"text":"It's amazing.","start":621.57,"end":622.31,"sentiment":"positive","sentiment_score":0.34759029746055603},{"text":"Yeah.","start":628.76996,"end":629.26996,"sentiment":"neutral","sentiment_score":-0.15663108229637146},{"text":"No.","start":639.11505,"end":639.61505,"sentiment":"negative","sentiment_score":-0.5324257612228394},{"text":"Okay.","start":641.35504,"end":641.835,"sentiment":"neutral","sentiment_score":-0.019529350101947784}],"sentiment":"neutral","sentiment_score":0.06109806771079699,"num_words":6,"start":617.57,"end":641.835},{"sentences":[{"text":"Cool.","start":641.835,"end":642.335,"sentiment":"neutral","sentiment_score":0.04763169586658478},{"text":"I will.","start":642.635,"end":643.29504,"sentiment":"neutral","sentiment_score":0.02164051402360201},{"text":"Yeah.","start":646.61,"end":647.01,"sentiment":"neutral","sentiment_score":-0.034466806799173355},{"text":"Yeah.","start":647.01,"end":647.49,"sentiment":"neutral","sentiment_score":-0.03558779135346413},{"text":"I know where it's at now.","start":647.49,"end":648.61,"sentiment":"neutral","sentiment_score":-0.07331813996036847}],"sentiment":"neutral","sentiment_score":-0.03809551945464178,"num_words":11,"start":641.835,"end":648.61},{"sentences":[{"text":"I just wanted to confirm what was going on before I got on the phone with him, and he confused himself again.","start":648.61,"end":653.75,"sentiment":"neutral","sentiment_score":-0.10904446989297867},{"text":"That's all.","start":653.89,"end":654.63,"sentiment":"neutral","sentiment_score":-0.06032996624708176},{"text":"Alright.","start":666.72504,"end":667.22504,"sentiment":"neutral","sentiment_score":-0.052489425987005234},{"text":"Alright.","start":678.33,"end":678.83,"sentiment":"positive","sentiment_score":0.3697682321071625},{"text":"Sounds like a 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Can you hear me now?\n\nChannel 0: Yes. Can you hear me?\n\nChannel 1: Yes. I can. I don't know what happened there.\n\nChannel 0: Could you hear me the whole time?\n\nChannel 1: I could hear you. Yeah.\n\nChannel 0: I was like,\n\nChannel 1: It's probably probably an issue on my end. Let's see real.\n\nChannel 0: are you in the are you in the office, or are you working from home today?\n\nChannel 1: No. Working from home today. How are you going?\n\nChannel 0: Yeah.\n\nChannel 1: You feeling better?\n\nChannel 0: Go yeah. Or, like so I have a kidney infection,\n\nChannel 1: Oh, no.\n\nChannel 0: which is super, super painful. But\n\nChannel 1: Yeah.\n\nChannel 0: and then antibiotics only kicks in twenty four to forty eight hours. Sorry.\n\nChannel 1: Yeah.\n\nChannel 0: Because that that's why I left early on what was it? Tuesday to go to the doctor. I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful. But then today\n\nChannel 1: Yeah.\n\nChannel 0: because I started taking it, like, a Tuesday night. Like, it's starting to help a little bit, which\n\nChannel 1: Oh, that's\n\nChannel 0: is good.\n\nChannel 1: good.\n\nChannel 0: Yeah. It's just, like, sitting in the same position. Usually, like, lying down is better, which is tricky.\n\nChannel 1: Yep.\n\nChannel 0: I have to\n\nChannel 1: Damn.\n\nChannel 0: work, but it's starting to subside slowly. So that's good.\n\nChannel 1: That is good. I had Rod Flynn call well,\n\nChannel 0: Mhmm.\n\nChannel 1: Maddie. He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had. But I just\n\nChannel 0: Mhmm.\n\nChannel 1: wanted to touch base with you first to understand kind of because I know that he was arming and arring about the other policy that he had or didn't\n\nChannel 0: Mhmm.\n\nChannel 1: have or something like that.\n\nChannel 0: Mhmm.\n\nChannel 1: What policy is the best to claim on for him?\n\nChannel 0: Well sorry. He only has one. Sorry. The tricky part with him is that I did his advice, then\n\nChannel 1: Yes.\n\nChannel 0: Jack spoke to Larissa. And then they didn't tell me that the application was put on pause. No no one did anything. And it\n\nChannel 1: Oh,\n\nChannel 0: was\n\nChannel 1: brilliant.\n\nChannel 0: only when I felt yeah. Yeah. So it's only when I was kind of like, what is happening with him? And I think that's when you booked him in to talk about because he was, like, a little bit confused. And\n\nChannel 1: Yes.\n\nChannel 0: I was like, oh, okay. So, Jack, like, we finished all these insurances. Everything's all good. And he goes, no. We never even submitted it.\n\nAnd I'm like, what do you mean? No one even spoke to me. So\n\nChannel 1: God.\n\nChannel 0: I have left yeah. So I'm trying to piece together the parcel from Jack and Larissa's conversation. But I have left. So if you go in through to see you have the information. So two, three weeks ago, when he was meant to be booked in, but he didn't answer, I kind of did a bit of an investigation, and I left a kind of detailed note on advice discussion to be booked.\n\nSo if you're in CRM, if you can go into advice discussion to be booked\n\nChannel 1: Yep.\n\nChannel 0: for me. Now you will see that, obviously, he's we've been trying to contact him to book him in. But if you scroll down, you will see that I left a note, like, adviser update on the May 27.\n\nChannel 1: Yeah.\n\nChannel 0: Can you see\n\nChannel 1: I\n\nChannel 0: that?\n\nChannel 1: can\n\nChannel 0: Yeah.\n\nChannel 1: yeah. I'm just having a look at that now.\n\nChannel 0: So, basically, obviously, we did advise to consolidate everything. During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on\n\nChannel 1: Yep.\n\nChannel 0: the 06/16 and expected to have three months off. The application was then put on pause because he was obviously off work, which makes sense. And then Larissa had a follow-up conversation with him in April to discuss a potential backdated IP claim with Hesta pending\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: dates, but then no one did anything. So then I had to look at it, and his insurances lapsed before he actually stopped working. So because\n\nChannel 1: Yeah.\n\nChannel 0: of that, he can't claim on the IP. It was if he had already stopped working, then the policy lapsed, we could look at a backdated IP claim. But because that was already canceled before he even stopped working, he won't be eligible for trying to reinstate or trying to backdate Hester. You can triple check the dates because, again, that was never told to me. So I'm just trying to piece together the puzzle.\n\nNow let me see\n\nChannel 1: So he does currently have insurance cover or he doesn't?\n\nChannel 0: here. Not with HESTA. So that expired in February 23. He\n\nChannel 1: Yep.\n\nChannel 0: has a IP policy. So what you can tell him is he has an income protection policy at the moment. Now that is but he's not gonna be able to claim on that yet because what it is, it is a let me just go through this this way quickly. It's an ASTRON no. Yes.\n\nIt's an Acheron income protection policy. The\n\nChannel 1: Right.\n\nChannel 0: waiting period is a hundred and seven hundred and thirty days.\n\nChannel 1: Seven thirty days. Yep.\n\nChannel 0: Yes. So\n\nChannel 1: Seven hundred and thirty days.\n\nChannel 0: Correct.\n\nChannel 1: Yep.\n\nChannel 0: So\n\nChannel 1: Okay.\n\nChannel 0: so that's what so he won't be able to claim on that, obviously, because if he's only been off work for three months, he has to wait seven hundred and thirty days unless Astrand does partial claim, but I don't have any information in regards to the Astrand policy. So it would be a matter of well, you obviously haven't been off work for seven hundred and thirty days. It could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims. I doubt it.\n\nChannel 1: Yep. Okay. But because he's injured, we obviously can't apply for that has to cover again\n\nChannel 0: Well,\n\nChannel 1: because\n\nChannel 0: we were we were going to apply for retail cover.\n\nChannel 1: retail\n\nChannel 0: So\n\nChannel 1: cover.\n\nChannel 0: full\n\nChannel 1: Yep.\n\nChannel 0: full\n\nChannel 1: That's\n\nChannel 0: retail\n\nChannel 1: right.\n\nChannel 0: cover. Yes. But\n\nChannel 1: Did\n\nChannel 0: because\n\nChannel 1: he\n\nChannel 0: he's quite\n\nChannel 1: he didn't\n\nChannel 0: old\n\nChannel 1: disclose that he was hurt when we went through the SOA, did he?\n\nChannel 0: no. Not at all. No. And I think at\n\nChannel 1: Yeah.\n\nChannel 0: the time\n\nChannel 1: And that's\n\nChannel 0: I\n\nChannel 1: the\n\nChannel 0: don't\n\nChannel 1: whole issue.\n\nChannel 0: know. But I think at the time of the SOA, that he I don't think he was he was he was working. So the SOA was the February 17. So this is how long this has taken. February 17 was the SOA.\n\nHe stopped working on the March 16. That was a month later.\n\nChannel 1: Yeah.\n\nChannel 0: So at the time, we we we went through everything. He was working.\n\nChannel 1: Yep. Okay.\n\nChannel 0: So, yeah, for you, I would say try to call Astrone if if, ideally, hopefully, we have a TPA on\n\nChannel 1: TPA.\n\nChannel 0: file just to just to check-in if Astrone does, like, a partial claim or anything like that. I doubt it, like I said. But then at least you can, when you call Rod, be like, hey. I spoke to Astrand. Obviously, you have a seven hundred and thirty day waiting, which he knows.\n\nChannel 1: Yeah.\n\nChannel 0: Sorry. Until it's reached out, obviously, it can't do that. HESTA, you can confirm the date. So say, obviously, as you know, your HESTA insurance has lapsed, and you can go with my note here on the February 23,\n\nChannel 1: Yep.\n\nChannel 0: and we obviously spoke to you about it. You stopped working and had a shoulder ligament surgery on the March 16. Like, is that correct? Because if those dates are correct, he can't claim HESTA. The only reason he could potentially claim HESTA\n\nChannel 1: Is\n\nChannel 0: is\n\nChannel 1: if it\n\nChannel 0: if\n\nChannel 1: happened\n\nChannel 0: he's\n\nChannel 1: before.\n\nChannel 0: correct. So if he stopped working before the February 23, you can tell him, okay. Well, I'll go to Hester and see if we can do a backdated IP claim. But like I said from the notes that Larissa told me, he stopped working after that.\n\nChannel 1: Yep. Okay.\n\nChannel 0: Now just because he was freaking out about the IP policy, and I don't think I realized how little it is. So his HESTA policy, which I calculated there for because that's like he was putting he was putting more money into super than his IP policy was worth. So I was like, if you have that much money that you have that you put it away from savings, then what is the point?\n\nChannel 1: Yeah. Okay.\n\nChannel 0: Because his old policy was a thousand dollars per month. Now\n\nChannel 1: Yeah.\n\nChannel 0: because\n\nChannel 1: It was\n\nChannel 0: he's\n\nChannel 1: something\n\nChannel 0: on\n\nChannel 1: ridiculous.\n\nChannel 0: the yeah. Now because he's on the highest tax bracket, after tax, that's only about $430 per month. So 5\n\nChannel 1: Yeah.\n\nChannel 0: $130. But even with a HESTA, there's still a ninety day waiting period. So but,\n\nChannel 1: Yeah. Okay.\n\nChannel 0: again, I from what Larissa and Jack kind of told me, HESTA isn't an option because he stopped working after the insurance is locked. So you can reconfirm the information just to make sure we have the correct dates, and then checking with Astron whether they do partials if we have a TPM file. Like I said, I doubt it. I doubt we can do it, but then at least you can go to fraud and say, hey. Checked with Astron.\n\nHave this with Hesta. Can't claim it. Are you still off work? Where are you at?\n\nChannel 1: Yeah. Okay.\n\nChannel 0: Because that was kind of where we were. Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD. But if he's looking at claiming, then he's probably\n\nChannel 1: We\n\nChannel 0: not\n\nChannel 1: can't.\n\nChannel 0: back at work. Yeah.\n\nChannel 1: Yeah. Okay. So if he's back at work, we can start the application process. If he's not, then we can't.\n\nChannel 0: Exactly.\n\nChannel 1: Okay. Cool. Alright. I think I've\n\nChannel 0: And\n\nChannel 1: got\n\nChannel 0: see\n\nChannel 1: it.\n\nChannel 0: how you see how you go. If he's super confused, you're not sure, just book him in with me sometime next week because I wanted to try to talk to him anyway. Now don't tell him, but also I noticed when I spoke with implementation of Jack, the February 9, we were going to do the fourth rollovers. Nothing has been implemented as of yet.\n\nChannel 1: Brilliant.\n\nChannel 0: So I was\n\nChannel 1: It's\n\nChannel 0: like,\n\nChannel 1: amazing.\n\nChannel 0: guys. Right. I was like especially because, like, no one told me anything at all. I was like,\n\nChannel 1: Yeah.\n\nChannel 0: hello. And then because no one else followed up because, yeah, no one communicated, it was he's he's been neglected a little bit, which I don't feel good about, but no one told me so\n\nChannel 1: No.\n\nChannel 0: can't do anything about it.\n\nChannel 1: Okay. Cool. I will.\n\nChannel 0: So that's a lot, but do you kind of know where things are at\n\nChannel 1: Yeah.\n\nChannel 0: ish?\n\nChannel 1: Yeah. I know where it's at now. I just wanted to\n\nChannel 0: Yep.\n\nChannel 1: confirm what was going on before I got on the phone with him, and he confused\n\nChannel 0: Yes.\n\nChannel 1: himself again. That's all.\n\nChannel 0: Exactly. Let me know how you go. Even send me a team's message, and if it's I can't if he's if he's, yeah, confused.\n\nChannel 1: Alright.\n\nChannel 0: But, yeah, otherwise, you can book him in on Tuesday afternoon if he's free then, if he wants to have a bit of a catch up with me and see what we should do and stuff.\n\nChannel 1: Alright. Sounds like a plan.\n\nChannel 0: So, yeah, good luck with that\n\nChannel 1: Thank\n\nChannel 0: one.\n\nChannel 1: you. Appreciate it. Have\n\nChannel 0: No\n\nChannel 1: fun.\n\nChannel 0: worries. Let me know how you go. Alright.\n\nChannel 1: I\n\nChannel 0: You too.\n\nChannel 1: will. Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":1.04,"end":1.54,"sentiment":"neutral","sentiment_score":0.000651070848107338}],"sentiment":"neutral","sentiment_score":0.000651070848107338,"channel":0,"num_words":1,"start":1.04,"end":1.54},{"sentences":[{"text":"Hello?","start":2.3999999,"end":2.8,"sentiment":"neutral","sentiment_score":-0.000872789416462183},{"text":"Can you hear me now?","start":2.8,"end":3.86,"sentiment":"neutral","sentiment_score":-0.009317857306450605}],"sentiment":"neutral","sentiment_score":-0.007910345991452536,"channel":1,"num_words":6,"start":2.3999999,"end":3.86},{"sentences":[{"text":"Yes.","start":4.08,"end":4.58,"sentiment":"neutral","sentiment_score":-0.001878789160400629},{"text":"Can you hear me?","start":4.64,"end":5.7,"sentiment":"neutral","sentiment_score":-0.009846995119005442}],"sentiment":"neutral","sentiment_score":-0.00825335392728448,"channel":0,"num_words":5,"start":4.08,"end":5.7},{"sentences":[{"text":"Yes.","start":6.0,"end":6.3199997,"sentiment":"neutral","sentiment_score":-0.0012658881023526192},{"text":"I can.","start":6.3199997,"end":6.72,"sentiment":"neutral","sentiment_score":-0.023982884362339973},{"text":"I don't know what happened there.","start":6.72,"end":8.1,"sentiment":"neutral","sentiment_score":-0.20783830434083939}],"sentiment":"neutral","sentiment_score":-0.1440290536524521,"channel":1,"num_words":9,"start":6.0,"end":8.1},{"sentences":[{"text":"Could you hear me the whole time?","start":8.8,"end":10.42,"sentiment":"neutral","sentiment_score":-0.10531581725393023}],"sentiment":"neutral","sentiment_score":-0.10531581725393023,"channel":0,"num_words":7,"start":8.8,"end":10.42},{"sentences":[{"text":"I could hear you.","start":10.8,"end":11.679999,"sentiment":"neutral","sentiment_score":-0.04424617998301983},{"text":"Yeah.","start":11.679999,"end":12.179999,"sentiment":"neutral","sentiment_score":-0.050251878798007965}],"sentiment":"neutral","sentiment_score":-0.045447319746017456,"channel":1,"num_words":5,"start":10.8,"end":12.179999},{"sentences":[{"text":"I was like,","start":12.799999,"end":13.62,"sentiment":"neutral","sentiment_score":-0.07414288446307182}],"sentiment":"neutral","sentiment_score":-0.07414288446307182,"channel":0,"num_words":3,"start":12.799999,"end":13.62},{"sentences":[{"text":"It's probably probably an issue on my end.","start":14.215,"end":16.215,"sentiment":"neutral","sentiment_score":-0.19310198351740837},{"text":"Let's see real.","start":16.215,"end":17.115,"sentiment":"neutral","sentiment_score":-0.03064703692992529}],"sentiment":"neutral","sentiment_score":-0.14879608899354935,"channel":1,"num_words":11,"start":14.215,"end":17.115},{"sentences":[{"text":"are you in the are you in the office, or are you working from home today?","start":18.244999,"end":21.385,"sentiment":"neutral","sentiment_score":-0.011825350811704993}],"sentiment":"neutral","sentiment_score":-0.011825350811704993,"channel":0,"num_words":16,"start":18.244999,"end":21.385},{"sentences":[{"text":"No.","start":21.654999,"end":21.974998,"sentiment":"neutral","sentiment_score":-0.07397615909576416},{"text":"Working from home today.","start":21.974998,"end":23.175,"sentiment":"neutral","sentiment_score":0.003872969653457403},{"text":"How are you going?","start":23.175,"end":24.154999,"sentiment":"neutral","sentiment_score":0.1427350491285324}],"sentiment":"neutral","sentiment_score":0.056939546225799456,"channel":1,"num_words":9,"start":21.654999,"end":24.154999},{"sentences":[{"text":"Yeah.","start":23.685,"end":24.185,"sentiment":"neutral","sentiment_score":0.12462437152862547}],"sentiment":"neutral","sentiment_score":0.12462437152862547,"channel":0,"num_words":1,"start":23.685,"end":24.185},{"sentences":[{"text":"You feeling better?","start":24.455,"end":25.435,"sentiment":"neutral","sentiment_score":0.15768859287103018}],"sentiment":"neutral","sentiment_score":0.15768859287103018,"channel":1,"num_words":3,"start":24.455,"end":25.435},{"sentences":[{"text":"Go yeah.","start":25.125,"end":26.325,"sentiment":"neutral","sentiment_score":-0.03888668026775122},{"text":"Or, like so I have a kidney infection,","start":26.325,"end":28.985,"sentiment":"neutral","sentiment_score":-0.11733791325241327}],"sentiment":"neutral","sentiment_score":-0.10164766665548086,"channel":0,"num_words":10,"start":25.125,"end":28.985},{"sentences":[{"text":"Oh, no.","start":29.94,"end":30.6,"sentiment":"neutral","sentiment_score":-0.24488045275211334}],"sentiment":"neutral","sentiment_score":-0.24488045275211334,"channel":1,"num_words":2,"start":29.94,"end":30.6},{"sentences":[{"text":"which is super, super painful.","start":31.32,"end":32.86,"sentiment":"negative","sentiment_score":-0.3816075921058655},{"text":"But","start":33.4,"end":33.9,"sentiment":"neutral","sentiment_score":-0.14912408590316772}],"sentiment":"negative","sentiment_score":-0.3428603410720825,"channel":0,"num_words":6,"start":31.32,"end":33.9},{"sentences":[{"text":"Yeah.","start":33.62,"end":34.12,"sentiment":"neutral","sentiment_score":-0.12359727919101716}],"sentiment":"neutral","sentiment_score":-0.12359727919101716,"channel":1,"num_words":1,"start":33.62,"end":34.12},{"sentences":[{"text":"and then antibiotics only kicks in twenty four to forty eight hours.","start":34.68,"end":38.38,"sentiment":"neutral","sentiment_score":-0.14938725531101227},{"text":"Sorry.","start":39.0,"end":39.5,"sentiment":"neutral","sentiment_score":-0.09927056729793549}],"sentiment":"neutral","sentiment_score":-0.14553212546385252,"channel":0,"num_words":13,"start":34.68,"end":39.5},{"sentences":[{"text":"Yeah.","start":39.379997,"end":39.879997,"sentiment":"neutral","sentiment_score":-0.05598194897174835}],"sentiment":"neutral","sentiment_score":-0.05598194897174835,"channel":1,"num_words":1,"start":39.379997,"end":39.879997},{"sentences":[{"text":"Because that that's why I left early on what was it?","start":39.8,"end":42.2,"sentiment":"neutral","sentiment_score":-0.07264959812164307},{"text":"Tuesday to go to the doctor.","start":42.2,"end":43.739998,"sentiment":"neutral","sentiment_score":-0.05297383852303028},{"text":"I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful.","start":44.635,"end":53.375,"sentiment":"neutral","sentiment_score":-0.16653302538654077},{"text":"But then today","start":53.754997,"end":54.475,"sentiment":"neutral","sentiment_score":-0.023152594765027363}],"sentiment":"neutral","sentiment_score":-0.11666758089911106,"channel":0,"num_words":43,"start":39.8,"end":54.475},{"sentences":[{"text":"Yeah.","start":54.175,"end":54.675,"sentiment":"neutral","sentiment_score":0.007336601614952087}],"sentiment":"neutral","sentiment_score":0.007336601614952087,"channel":1,"num_words":1,"start":54.175,"end":54.675},{"sentences":[{"text":"because I started taking it, like, a Tuesday night.","start":54.635,"end":58.074997,"sentiment":"neutral","sentiment_score":0.052731015202071935},{"text":"Like, it's starting to help a little bit, which","start":58.074997,"end":61.33,"sentiment":"neutral","sentiment_score":0.10428586684995228}],"sentiment":"neutral","sentiment_score":0.07850844102601211,"channel":0,"num_words":18,"start":54.635,"end":61.33},{"sentences":[{"text":"Oh, that's","start":61.15,"end":61.629997,"sentiment":"neutral","sentiment_score":0.29025594890117645}],"sentiment":"neutral","sentiment_score":0.29025594890117645,"channel":1,"num_words":2,"start":61.15,"end":61.629997},{"sentences":[{"text":"is good.","start":61.33,"end":62.07,"sentiment":"positive","sentiment_score":0.3511044383049011}],"sentiment":"positive","sentiment_score":0.3511044383049011,"channel":0,"num_words":2,"start":61.33,"end":62.07},{"sentences":[{"text":"good.","start":61.629997,"end":62.129997,"sentiment":"neutral","sentiment_score":0.2646559178829193}],"sentiment":"neutral","sentiment_score":0.2646559178829193,"channel":1,"num_words":1,"start":61.629997,"end":62.129997},{"sentences":[{"text":"Yeah.","start":62.29,"end":62.61,"sentiment":"neutral","sentiment_score":0.06522991508245468},{"text":"It's just, like, sitting in the same position.","start":62.61,"end":64.45,"sentiment":"neutral","sentiment_score":-0.011932764202356339},{"text":"Usually, like, lying down is better, which is tricky.","start":64.45,"end":66.87,"sentiment":"neutral","sentiment_score":-0.08617284148931503}],"sentiment":"neutral","sentiment_score":-0.04476598733001285,"channel":0,"num_words":18,"start":62.29,"end":66.87},{"sentences":[{"text":"Yep.","start":66.67,"end":67.17,"sentiment":"neutral","sentiment_score":0.009751337580382824}],"sentiment":"neutral","sentiment_score":0.009751337580382824,"channel":1,"num_words":1,"start":66.67,"end":67.17},{"sentences":[{"text":"I have to","start":67.17,"end":68.05,"sentiment":"neutral","sentiment_score":-0.04746163636445999}],"sentiment":"neutral","sentiment_score":-0.04746163636445999,"channel":0,"num_words":3,"start":67.17,"end":68.05},{"sentences":[{"text":"Damn.","start":68.03,"end":68.53,"sentiment":"neutral","sentiment_score":-0.07393275946378708}],"sentiment":"neutral","sentiment_score":-0.07393275946378708,"channel":1,"num_words":1,"start":68.03,"end":68.53},{"sentences":[{"text":"work, but it's starting to subside slowly.","start":68.05,"end":71.75,"sentiment":"neutral","sentiment_score":-0.05684231008802142},{"text":"So that's good.","start":71.81,"end":72.87,"sentiment":"neutral","sentiment_score":0.23327160875002542}],"sentiment":"neutral","sentiment_score":0.03019186556339264,"channel":0,"num_words":10,"start":68.05,"end":72.87},{"sentences":[{"text":"That is good.","start":73.275,"end":74.575005,"sentiment":"positive","sentiment_score":0.3868301411469777},{"text":"I had Rod Flynn call well,","start":75.995,"end":79.515,"sentiment":"neutral","sentiment_score":0.08825049052635829}],"sentiment":"neutral","sentiment_score":0.18777704073323143,"channel":1,"num_words":9,"start":73.275,"end":79.515},{"sentences":[{"text":"Mhmm.","start":79.454994,"end":79.954994,"sentiment":"neutral","sentiment_score":0.05511082708835602}],"sentiment":"neutral","sentiment_score":0.05511082708835602,"channel":0,"num_words":1,"start":79.454994,"end":79.954994},{"sentences":[{"text":"Maddie.","start":79.515,"end":80.015,"sentiment":"neutral","sentiment_score":0.043884098529815674},{"text":"He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had.","start":80.555,"end":89.130005,"sentiment":"neutral","sentiment_score":0.0444143153037186},{"text":"But I 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didn't","start":90.630005,"end":98.55,"sentiment":"neutral","sentiment_score":-0.0511779998397005}],"sentiment":"neutral","sentiment_score":-0.0511779998397005,"channel":1,"num_words":29,"start":90.630005,"end":98.55},{"sentences":[{"text":"Mhmm.","start":98.365,"end":98.865,"sentiment":"neutral","sentiment_score":-0.03773673996329307}],"sentiment":"neutral","sentiment_score":-0.03773673996329307,"channel":0,"num_words":1,"start":98.365,"end":98.865},{"sentences":[{"text":"have or something like that.","start":98.55,"end":100.005,"sentiment":"neutral","sentiment_score":-0.06184767037630081}],"sentiment":"neutral","sentiment_score":-0.06184767037630081,"channel":1,"num_words":5,"start":98.55,"end":100.005},{"sentences":[{"text":"Mhmm.","start":100.445,"end":100.945,"sentiment":"neutral","sentiment_score":-0.003997051157057285}],"sentiment":"neutral","sentiment_score":-0.003997051157057285,"channel":0,"num_words":1,"start":100.445,"end":100.945},{"sentences":[{"text":"What policy is the best to claim on for him?","start":100.564995,"end":104.265,"sentiment":"neutral","sentiment_score":-0.024226239137351512}],"sentiment":"neutral","sentiment_score":-0.024226239137351512,"channel":1,"num_words":10,"start":100.564995,"end":104.265},{"sentences":[{"text":"Well sorry.","start":104.924995,"end":105.80499,"sentiment":"neutral","sentiment_score":-0.07915256544947624},{"text":"He only has one.","start":105.80499,"end":106.924995,"sentiment":"neutral","sentiment_score":-0.08407553844153881},{"text":"Sorry.","start":106.924995,"end":107.244995,"sentiment":"neutral","sentiment_score":-0.06788099557161331},{"text":"The tricky part with him is that I did his advice, 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They have a medical appointment with a doctor and are trying to determine the best policy to claim on their behalf. The caller is also trying to understand the policy and is waiting for a partial claim. The speaker advises the caller to check their insurance coverage and call the insurer if a partial claim is still pending. The customer is also trying to confirm details of a claim and is advised to book the claim in case the customer is confused."},"intents":{"segments":[{"text":"I had Rod Flynn call well, Mhmm. Maddie. He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had. But I just Mhmm.","start_word":212,"end_word":250,"intents":[{"intent":"Discuss surgery policy","confidence_score":0.15520231}]},{"text":"I'm just having a look at that now. So, basically, obviously, we did advise to consolidate everything. During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on Yep. the 06/16 and expected to have three months off. The application was then put on pause because he was obviously off work, which makes sense.","start_word":563,"end_word":633,"intents":[{"intent":"Consolidate and discuss","confidence_score":0.021681648}]},{"text":"Now let me see So he does currently have insurance cover or he doesn't? here.","start_word":759,"end_word":773,"intents":[{"intent":"Evaluate insurance coverage","confidence_score":0.0064039794}]},{"text":"It could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims. I doubt it.","start_word":944,"end_word":973,"intents":[{"intent":"Validate tpa","confidence_score":0.30854303},{"intent":"Investigate issue","confidence_score":0.00037700738}]},{"text":"But because he's injured, we obviously can't apply for that has to cover again Well, because we were we were going to apply for retail cover. retail So cover.","start_word":975,"end_word":1003,"intents":[{"intent":"Apply for coverage","confidence_score":0.09449635}]},{"text":"But Did because he he's quite he didn't old disclose that he was hurt when we went through the SOA, did he? no.","start_word":1012,"end_word":1034,"intents":[{"intent":"Clarify injury","confidence_score":0.0105583435}]},{"text":"But then at least you can, when you call Rod, be like, hey. I spoke to Astrand. Obviously, you have a seven hundred and thirty day waiting, which he knows. Yeah.","start_word":1167,"end_word":1197,"intents":[{"intent":"Talk to steven","confidence_score":0.000004741022}]},{"text":"HESTA, you can confirm the date.","start_word":1208,"end_word":1213,"intents":[{"intent":"Confirm date","confidence_score":0.5442177}]},{"text":"Because if those dates are correct, he can't claim HESTA.","start_word":1263,"end_word":1272,"intents":[{"intent":"Claim stesta","confidence_score":0.006355169}]},{"text":"Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD. But if he's looking at claiming, then he's probably We not can't. back at work. Yeah.","start_word":1577,"end_word":1618,"intents":[{"intent":"Confirm job status","confidence_score":0.013289608}]}]},"sentiments":{"segments":[{"text":"Hello? Hello? Can you hear me now? Yes. Can you hear me? Yes. I can. I don't know what happened there. Could you hear me the whole time? I could hear you. Yeah. I was like, It's probably probably an issue on my end. Let's see real. are you in the are you in the office, or are you working from home today? No. Working from home today. How are you going? Yeah. You feeling better? Go yeah. Or, like so I have a kidney infection, Oh, no.","start_word":0,"end_word":87,"sentiment":"neutral","sentiment_score":-0.05601271241903305},{"text":"which is super, super painful.","start_word":88,"end_word":92,"sentiment":"negative","sentiment_score":-0.3778740465641022},{"text":"But Yeah. and then antibiotics only kicks in twenty four to forty eight hours. Sorry. Yeah. Because that that's why I left early on what was it? Tuesday to go to the doctor. I got some antibiotics, but then because it takes so long for it to check-in, it was, like, yesterday, it's just really painful. But then today Yeah. because I started taking it, like, a Tuesday night. Like, it's starting to help a little bit, which Oh, that's is good. good. Yeah. It's just, like, sitting in the same position. Usually, like, lying down is better, which is tricky. Yep. I have to Damn. work, but it's starting to subside slowly. So that's good.","start_word":93,"end_word":208,"sentiment":"neutral","sentiment_score":-0.03123719058930874},{"text":"That is good.","start_word":209,"end_word":211,"sentiment":"positive","sentiment_score":0.37210631370544434},{"text":"I had Rod Flynn call well, Mhmm. Maddie. He called in this morning, and he was just chatting to Maddie about how he wants to claim an income protection for his surgery that he had. But I just Mhmm. wanted to touch base with you first to understand kind of because I know that he was arming and arring about the other policy that he had or didn't Mhmm. have or something like that. Mhmm. What policy is the best to claim on for him? Well sorry. He only has one. Sorry. The tricky part with him is that I did his advice, then Yes. Jack spoke to Larissa. And then they didn't tell me that the application was put on pause.","start_word":212,"end_word":333,"sentiment":"neutral","sentiment_score":-0.03807633382375123},{"text":"No no one did anything.","start_word":334,"end_word":338,"sentiment":"negative","sentiment_score":-0.337929368019104},{"text":"And it Oh, was brilliant.","start_word":339,"end_word":343,"sentiment":"positive","sentiment_score":0.4568225145339966},{"text":"only when I felt yeah. Yeah. So it's only when I was kind of like, what is happening with him? And I think that's when you booked him in to talk about because he was, like, a little bit confused. And Yes. I was like, oh, okay. So, Jack, like, we finished all these insurances.","start_word":344,"end_word":398,"sentiment":"neutral","sentiment_score":-0.07982785999774933},{"text":"Everything's all good.","start_word":399,"end_word":401,"sentiment":"positive","sentiment_score":0.397422730922699},{"text":"And he goes, no.","start_word":402,"end_word":405,"sentiment":"neutral","sentiment_score":-0.2116474211215973},{"text":"We never even submitted it.","start_word":406,"end_word":410,"sentiment":"negative","sentiment_score":-0.3479335308074951},{"text":"And I'm like, what do you mean?","start_word":411,"end_word":417,"sentiment":"neutral","sentiment_score":-0.23534239828586576},{"text":"No one even spoke to me.","start_word":418,"end_word":423,"sentiment":"negative","sentiment_score":-0.44534364342689514},{"text":"So God. I have left yeah. So I'm trying to piece together the parcel from Jack and Larissa's conversation. But I have left. So if you go in through to see you have the information. So two, three weeks ago, when he was meant to be booked in, but he didn't answer, I kind of did a bit of an investigation, and I left a kind of detailed note on advice discussion to be booked. So if you're in CRM, if you can go into advice discussion to be booked Yep. for me. Now you will see that, obviously, he's we've been trying to contact him to book him in. But if you scroll down, you will see that I left a note, like, adviser update on the May 27. Yeah. Can you see I that? can Yeah. yeah. I'm just having a look at that now. So, basically, obviously, we did advise to consolidate everything. During the application, he disclosed that he was off work and had a shoulder ligament surgery, which is probably the one that he's gonna ask you about, on Yep. the 06/16 and expected to have three months off. The application was then put on pause because he was obviously off work, which makes sense. And then Larissa had a follow-up conversation with him in April to discuss a potential backdated IP claim with Hesta pending Yeah. Yeah. dates, but then no one did anything.","start_word":424,"end_word":663,"sentiment":"neutral","sentiment_score":-0.07508933451026678},{"text":"So then I had to look at it, and his insurances lapsed before he actually stopped working.","start_word":664,"end_word":680,"sentiment":"negative","sentiment_score":-0.3443014621734619},{"text":"So because Yeah.","start_word":681,"end_word":683,"sentiment":"neutral","sentiment_score":-0.19904591143131256},{"text":"of that, he can't claim on the IP. It was if he had already stopped working, then the policy lapsed, we could look at a backdated IP claim. But because that was already canceled before he even stopped working, he won't be eligible for trying to reinstate or trying to backdate Hester.","start_word":684,"end_word":735,"sentiment":"negative","sentiment_score":-0.46445176005363464},{"text":"You can triple check the dates because, again, that was never told to me. So I'm just trying to piece together the puzzle. Now let me see So he does currently have insurance cover or he doesn't? here. Not with HESTA. So that expired in February 23. He Yep. has a IP policy. So what you can tell him is he has an income protection policy at the moment. Now that is but he's not gonna be able to claim on that yet because what it is, it is a let me just go through this this way quickly. It's an ASTRON no. Yes. It's an Acheron income protection policy. The Right. waiting period is a hundred and seven hundred and thirty days. Seven thirty days. Yep. Yes. So Seven hundred and thirty days. Correct. Yep. So Okay. so that's what so he won't be able to claim on that, obviously, because if he's only been off work for three months, he has to wait seven hundred and thirty days unless Astrand does partial claim, but I don't have any information in regards to the Astrand policy. So it would be a matter of well, you obviously haven't been off work for seven hundred and thirty days. It could be worth if the TPA is still valid for Astrone to call Astrone policy first and to just check-in whether they do any partial claims. I doubt it. Yep. Okay. But because he's injured, we obviously can't apply for that has to cover again Well, because we were we were going to apply for retail cover. retail So cover. full Yep. full That's retail right. cover. Yes. But Did because he he's quite he didn't old disclose that he was hurt when we went through the SOA, did he? no. Not at all. No. And I think at Yeah. the time And that's I the don't whole issue. know. But I think at the time of the SOA, that he I don't think he was he was he was working. So the SOA was the February 17. So this is how long this has taken. February 17 was the SOA. He stopped working on the March 16. That was a month later. Yeah. So at the time, we we we went through everything. He was working. Yep. Okay. So, yeah, for you, I would say try to call Astrone if if, ideally, hopefully, we have a TPA on TPA. file just to just to check-in if Astrone does, like, a partial claim or anything like that. I doubt it, like I said. But then at least you can, when you call Rod, be like, hey. I spoke to Astrand. Obviously, you have a seven hundred and thirty day waiting, which he knows. Yeah. Sorry. Until it's reached out, obviously, it can't do that. HESTA, you can confirm the date. So say, obviously, as you know, your HESTA insurance has lapsed, and you can go with my note here on the February 23, Yep. and we obviously spoke to you about it. You stopped working and had a shoulder ligament surgery on the March 16. Like, is that correct?","start_word":736,"end_word":1262,"sentiment":"neutral","sentiment_score":-0.15121958164438123},{"text":"Because if those dates are correct, he can't claim HESTA.","start_word":1263,"end_word":1272,"sentiment":"negative","sentiment_score":-0.38413727283477783},{"text":"The only reason he could potentially claim HESTA Is is if it if happened he's before. correct. So if he stopped working before the February 23, you can tell him, okay. Well, I'll go to Hester and see if we can do a backdated IP claim. But like I said from the notes that Larissa told me, he stopped working after that. Yep. Okay.","start_word":1273,"end_word":1336,"sentiment":"neutral","sentiment_score":-0.13427723944187164},{"text":"Now just because he was freaking out about the IP policy, and I don't think I realized how little it is. So his HESTA policy, which I calculated there for because that's like he was putting he was putting more money into super than his IP policy was worth. So I was like, if you have that much money that you have that you put it away from savings, then what is the point?","start_word":1337,"end_word":1410,"sentiment":"negative","sentiment_score":-0.3859057128429413},{"text":"Yeah. Okay. Because his old policy was a thousand dollars per month. Now Yeah.","start_word":1411,"end_word":1424,"sentiment":"neutral","sentiment_score":-0.19041012227535248},{"text":"because It was he's something on ridiculous.","start_word":1425,"end_word":1431,"sentiment":"negative","sentiment_score":-0.37019509077072144},{"text":"the yeah. Now because he's on the highest tax bracket, after tax, that's only about $430 per month. So 5 Yeah. $130. But even with a HESTA, there's still a ninety day waiting period. So but, Yeah. Okay. again, I from what Larissa and Jack kind of told me, HESTA isn't an option because he stopped working after the insurance is locked. So you can reconfirm the information just to make sure we have the correct dates, and then checking with Astron whether they do partials if we have a TPM file. Like I said, I doubt it.","start_word":1432,"end_word":1529,"sentiment":"neutral","sentiment_score":-0.16320358216762543},{"text":"I doubt we can do it, but then at least you can go to fraud and say, hey.","start_word":1530,"end_word":1547,"sentiment":"negative","sentiment_score":-0.41436928510665894},{"text":"Checked with Astron. Have this with Hesta. Can't claim it. Are you still off work? Where are you at? Yeah. Okay. Because that was kind of where we were. Because the information I had from Larissa was that he was now going to be back at work so he could proceed with life and TPD. But if he's looking at claiming, then he's probably We not can't. back at work. Yeah. Yeah. Okay. So if he's back at work, we can start the application process. If he's not, then we can't. Exactly. Okay. Cool. Alright. I think I've And got see it. how you see how you go. If he's super confused, you're not sure, just book him in with me sometime next week because I wanted to try to talk to him anyway. Now don't tell him, but also I noticed when I spoke with implementation of Jack, the February 9, we were going to do the fourth rollovers. Nothing has been implemented as of yet.","start_word":1548,"end_word":1714,"sentiment":"neutral","sentiment_score":-0.10166535950349476},{"text":"Brilliant.","start_word":1715,"end_word":1715,"sentiment":"positive","sentiment_score":0.3799940049648285},{"text":"So I was It's like, amazing. guys. Right. I was like especially because, like, no one told me anything at all. I was like, Yeah. hello.","start_word":1716,"end_word":1741,"sentiment":"neutral","sentiment_score":-0.08720076084136963},{"text":"And then because no one else followed up because, yeah, no one communicated, it was he's he's been neglected a little bit, which I don't feel good about, but no one told me so No. can't do anything about it.","start_word":1742,"end_word":1781,"sentiment":"negative","sentiment_score":-0.38175687193870544},{"text":"Okay. Cool. I will. So that's a lot, but do you kind of know where things are at Yeah. ish? Yeah. I know where it's at now. I just wanted to Yep. confirm what was going on before I got on the phone with him, and he confused Yes. himself again. That's all. Exactly. Let me know how you go. Even send me a team's message, and if it's I can't if he's if he's, yeah, confused. Alright. But, yeah, otherwise, you can book him in on Tuesday afternoon if he's free then, if he wants to have a bit of a catch up with me and see what we should do and stuff.","start_word":1782,"end_word":1895,"sentiment":"neutral","sentiment_score":0.01066621000829496},{"text":"Alright. Sounds like a plan. So, yeah, good luck with that Thank one. you. Appreciate it.","start_word":1896,"end_word":1911,"sentiment":"positive","sentiment_score":0.6115309596061707},{"text":"Have No fun. worries.","start_word":1912,"end_word":1915,"sentiment":"neutral","sentiment_score":0.23189948499202728},{"text":"Let me know how you go.","start_word":1916,"end_word":1921,"sentiment":"positive","sentiment_score":0.3789615333080292},{"text":"Alright. I You too. will. Bye. Bye.","start_word":1922,"end_word":1928,"sentiment":"neutral","sentiment_score":0.16022053360939026}],"average":{"sentiment":"neutral","sentiment_score":-0.12133971703065492}}}}