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I have a claim number if you're ready for it. It's CUnderscore548851. I think it's Jamie from my notes anyway. It's not names anything. Yes. Correct. No. It should be with MetLife. Yeah. Of course. It's Paul Kerin, k e, double k e r I n. I always keep trying to do that. Date of birth is 05/01/1982. Address is 44 Hackier Avenue, Bell Rose, 2085. I don't think it was. I'm pretty sure it's been submitted for a bit, a couple of months. Yeah. I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling all my providers and getting a full fresh update on every single claim so I can make sure my files are no. You're fine. Thank you. Hi, Jamie. Larissa from Oakview. How are you going? Good. Thank you. I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim. Claim number 548851. Bonnie As. Cool. That's okay. Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left. And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date. So I spent the last two days just literally going through all 50 of my claims. Yeah. There's only 50 of them, so it's not too bad. But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it. I'm just going back to basics, and I'm calling all the providers. And I know that Caden's been dealing with Paul over today as well because Paul's been emailing in. But I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file. I know the claims only been recently submitted, but where do things stand right now? Are there any forms outstanding? Is there anything we need to provide? Is it an assessment? Is there anything happening? Yep. Yep. Yeah. You can 100% give him a call. He literally emailed me in two minutes ago. Yep. You're okay. And you just wanna basically make sure that the what he's claiming for is not directly correlated to the exclusion? Yep. Yeah. Yep. Yeah. Yeah. Makes things easier. Yeah. Yeah. Cool. Yeah. 100%. Amazing. Cool. I know that he's itching to get things rolling, so he'd be very keen to get your call today because medical expenses are kind of eating in, and he's been out of work for nearly two months. So he is very, very raring to go, which is definitely not on you because you've only just gotten all of the details and you still don't have any of the you don't have all of them either. And he was explained that claims do take time, and the sooner you get the documents in, the sooner it will get it done. But, you know, you've dealt with claims so far, so you know what it's like. Yes. No. He's he's self employed as a sole trader. So his his personal income tax returns is all you're gonna get because there is no company to be able to assess. He's a sole trader, so he is his business. He he he works through an ABN, basically. So he just he never went to a company structure. He's just he's a sole trader on like, as what he does. So, basically, he just direct invoices people. I don't even think he's big enough to have a profit and loss, to be completely honest. His profit and loss is his tax return. It it it'd be it'd be invoices, so he'd have like, he'd he'd issue invoices to clients or whatever you wanna call them to whoever he's servicing. Basically, he would just he would provide every single one of the invoices that he's being paid, and he provides the receipts for he provides the receipts for expenses paid. And that would be good. That would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG. It's not much different. His income is the invoices being paid and his expenses are the receipts that he has to pay for. Perfect. Perfect. What's that? Amazing. If if you can just cc in care, which is like care@safetyfinancial.com.au, that goes through k then I, so that's fine. Yes. At oak yeah. Oakie financial dot com dot a u. Perfect. Amazing. Thank you so much. Most certainly. Thank you, darling. You too. 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Steven. My name is Larissa from Oakview Financial. How are you going? Not bad. Thank you very much.\n\nI was just calling. I was wanting to touch base with respect to a client's claim. I have a claim number if you're ready for it. It's CUnderscore548851. I think it's Jamie from my notes anyway.\n\nIt's not names anything. Yes. Correct. No. It should be with MetLife.\n\nYeah. Of course. It's Paul Kerin, k e, double k e r I n. I always keep trying to do that. Date of birth is 05/01/1982.\n\nAddress is 44 Hackier Avenue, Bell Rose, 2085. I don't think it was. I'm pretty sure it's been submitted for a bit, a couple of months. Yeah. I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling all my providers and getting a full fresh update on every single claim so I can make sure my files are no.\n\nYou're fine. Thank you. Hi, Jamie. Larissa from Oakview. How are you going?\n\nGood. Thank you. I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim. Claim number 548851. Bonnie As.\n\nCool. That's okay. Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left. And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date. So I spent the last two days just literally going through all 50 of my claims.\n\nYeah. There's only 50 of them, so it's not too bad. But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it. I'm just going back to basics, and I'm calling all the providers. And I know that Caden's been dealing with Paul over today as well because Paul's been emailing in.\n\nBut I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file. I know the claims only been recently submitted, but where do things stand right now? Are there any forms outstanding? Is there anything we need to provide? Is it an assessment?\n\nIs there anything happening? Yep. Yep. Yeah. You can 100% give him a call.\n\nHe literally emailed me in two minutes ago. Yep. You're okay. And you just wanna basically make sure that the what he's claiming for is not directly correlated to the exclusion? Yep.\n\nYeah. Yep. Yeah. Yeah. Makes things easier.\n\nYeah. Yeah. Cool. Yeah. 100%.\n\nAmazing. Cool. I know that he's itching to get things rolling, so he'd be very keen to get your call today because medical expenses are kind of eating in, and he's been out of work for nearly two months. So he is very, very raring to go, which is definitely not on you because you've only just gotten all of the details and you still don't have any of the you don't have all of them either. And he was explained that claims do take time, and the sooner you get the documents in, the sooner it will get it done.\n\nBut, you know, you've dealt with claims so far, so you know what it's like. Yes. No. He's he's self employed as a sole trader. So his his personal income tax returns is all you're gonna get because there is no company to be able to assess.\n\nHe's a sole trader, so he is his business. He he he works through an ABN, basically. So he just he never went to a company structure. He's just he's a sole trader on like, as what he does. So, basically, he just direct invoices people.\n\nI don't even think he's big enough to have a profit and loss, to be completely honest. His profit and loss is his tax return. It it it'd be it'd be invoices, so he'd have like, he'd he'd issue invoices to clients or whatever you wanna call them to whoever he's servicing. Basically, he would just he would provide every single one of the invoices that he's being paid, and he provides the receipts for he provides the receipts for expenses paid. And that would be good.\n\nThat would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG. It's not much different. His income is the invoices being paid and his expenses are the receipts that he has to pay for. Perfect. Perfect.\n\nWhat's that? Amazing. If if you can just cc in care, which is like care@safetyfinancial.com.au, that goes through k then I, so that's fine. Yes. At oak yeah.\n\nOakie financial dot com dot a u. Perfect. Amazing. Thank you so much. Most certainly.\n\nThank you, darling. You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Steven.","start":67.275,"end":68.075,"sentiment":"neutral","sentiment_score":0.14976535737514496},{"text":"My name is Larissa from Oakview Financial.","start":68.075,"end":69.595,"sentiment":"neutral","sentiment_score":0.14810679533651896},{"text":"How are you going?","start":69.595,"end":70.495,"sentiment":"neutral","sentiment_score":0.22026583552360535},{"text":"Not bad.","start":72.89,"end":73.53,"sentiment":"neutral","sentiment_score":0.2673451453447342},{"text":"Thank you very much.","start":73.53,"end":74.59,"sentiment":"positive","sentiment_score":0.4796537235379219}],"sentiment":"neutral","sentiment_score":0.2458235162653421,"num_words":19,"start":67.275,"end":74.59},{"sentences":[{"text":"I was just calling.","start":75.369995,"end":76.329994,"sentiment":"neutral","sentiment_score":0.08749580197036266},{"text":"I was wanting to touch base with respect to a client's claim.","start":76.329994,"end":79.46999,"sentiment":"neutral","sentiment_score":0.05472620142002901},{"text":"I have a claim number if you're ready for it.","start":79.92999,"end":82.189995,"sentiment":"neutral","sentiment_score":0.0380023879930377},{"text":"It's CUnderscore548851.","start":85.545006,"end":89.165,"sentiment":"neutral","sentiment_score":0.004637717647710815},{"text":"I think it's Jamie from my notes anyway.","start":102.12,"end":105.020004,"sentiment":"neutral","sentiment_score":-0.06747333845123649}],"sentiment":"neutral","sentiment_score":0.023783617570491817,"num_words":36,"start":75.369995,"end":105.020004},{"sentences":[{"text":"It's not names anything.","start":105.8,"end":106.94,"sentiment":"neutral","sentiment_score":-0.10287869162857533},{"text":"Yes.","start":113.255005,"end":113.575005,"sentiment":"neutral","sentiment_score":0.007386753335595131},{"text":"Correct.","start":113.575005,"end":114.075005,"sentiment":"neutral","sentiment_score":-0.003079453483223915},{"text":"No.","start":131.27,"end":131.59,"sentiment":"neutral","sentiment_score":-0.2252279818058014},{"text":"It should be with MetLife.","start":131.59,"end":132.73,"sentiment":"neutral","sentiment_score":-0.13758236318826675}],"sentiment":"neutral","sentiment_score":-0.11002893870075543,"num_words":12,"start":105.8,"end":132.73},{"sentences":[{"text":"Yeah.","start":141.845,"end":142.16501,"sentiment":"neutral","sentiment_score":0.028555721044540405},{"text":"Of course.","start":142.16501,"end":142.88501,"sentiment":"neutral","sentiment_score":0.03647650592029095},{"text":"It's Paul Kerin, k e, double k e r I n.","start":142.88501,"end":150.26,"sentiment":"neutral","sentiment_score":0.02557895171710036},{"text":"I always keep trying to do that.","start":150.26,"end":152.12,"sentiment":"neutral","sentiment_score":-0.042000780414257734},{"text":"Date of birth is 05/01/1982.","start":152.81999,"end":155.14,"sentiment":"neutral","sentiment_score":0.020292215794324876}],"sentiment":"neutral","sentiment_score":0.007320492994040251,"num_words":26,"start":141.845,"end":155.14},{"sentences":[{"text":"Address is 44 Hackier Avenue, Bell Rose, 2085.","start":155.14,"end":163.095,"sentiment":"neutral","sentiment_score":0.023738973250146955},{"text":"I don't think it was.","start":172.05,"end":174.06999,"sentiment":"neutral","sentiment_score":-0.23902466893196106},{"text":"I'm pretty sure it's been submitted for a bit, a couple of months.","start":174.37,"end":178.63,"sentiment":"neutral","sentiment_score":-0.20731463799109826},{"text":"Yeah.","start":189.985,"end":190.485,"sentiment":"neutral","sentiment_score":-0.056730031967163086},{"text":"I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling all my providers and getting a full fresh update on every single claim so I can make sure my files are no.","start":205.92,"end":228.17,"sentiment":"neutral","sentiment_score":-0.07406224479729479}],"sentiment":"neutral","sentiment_score":-0.09549335790684492,"num_words":82,"start":155.14,"end":228.17},{"sentences":[{"text":"You're fine.","start":228.17,"end":228.65001,"sentiment":"neutral","sentiment_score":0.21141966432332993},{"text":"Thank you.","start":228.65001,"end":229.39,"sentiment":"positive","sentiment_score":0.38920988142490387},{"text":"Hi, Jamie.","start":436.26498,"end":436.985,"sentiment":"neutral","sentiment_score":0.2551530450582504},{"text":"Larissa from Oakview.","start":436.985,"end":437.945,"sentiment":"neutral","sentiment_score":0.26978161931037903},{"text":"How are you going?","start":437.945,"end":438.76498,"sentiment":"neutral","sentiment_score":0.3163979724049568}],"sentiment":"neutral","sentiment_score":0.29126937916645634,"num_words":13,"start":228.17,"end":438.76498},{"sentences":[{"text":"Good.","start":440.92,"end":441.32,"sentiment":"positive","sentiment_score":0.38778871297836304},{"text":"Thank you.","start":441.32,"end":442.06,"sentiment":"positive","sentiment_score":0.4874766618013382},{"text":"I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim.","start":442.12,"end":448.44,"sentiment":"neutral","sentiment_score":0.14176127432208313},{"text":"Claim number 548851.","start":448.44,"end":451.42,"sentiment":"neutral","sentiment_score":0.04657872517903646},{"text":"Bonnie As.","start":459.17502,"end":460.39502,"sentiment":"neutral","sentiment_score":0.08573593571782112}],"sentiment":"neutral","sentiment_score":0.16175608502493966,"num_words":27,"start":440.92,"end":460.39502},{"sentences":[{"text":"Cool.","start":463.255,"end":463.755,"sentiment":"positive","sentiment_score":0.5100508332252502},{"text":"That's okay.","start":463.975,"end":464.535,"sentiment":"positive","sentiment_score":0.38286371529102325},{"text":"Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left.","start":464.535,"end":471.99002,"sentiment":"neutral","sentiment_score":0.07831358953433878},{"text":"And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date.","start":472.21002,"end":482.555,"sentiment":"neutral","sentiment_score":0.1312942596152425},{"text":"So I spent the last two days just literally going through all 50 of my claims.","start":482.555,"end":488.555,"sentiment":"neutral","sentiment_score":-0.006508295424282551}],"sentiment":"neutral","sentiment_score":0.10203614399621361,"num_words":76,"start":463.255,"end":488.555},{"sentences":[{"text":"Yeah.","start":488.555,"end":488.795,"sentiment":"neutral","sentiment_score":-0.007960237562656403},{"text":"There's only 50 of them, so it's not too bad.","start":488.795,"end":490.795,"sentiment":"neutral","sentiment_score":-0.048697668500244616},{"text":"But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it.","start":490.795,"end":501.97998,"sentiment":"negative","sentiment_score":-0.3651428726666114},{"text":"I'm just going back to basics, and I'm calling all the providers.","start":501.97998,"end":504.72,"sentiment":"neutral","sentiment_score":-0.10742265948404868},{"text":"And I know that Caden's been dealing with Paul over today as well because Paul's been emailing in.","start":505.905,"end":511.445,"sentiment":"neutral","sentiment_score":-0.03287804074999359}],"sentiment":"neutral","sentiment_score":-0.19720894987384477,"num_words":75,"start":488.555,"end":511.445},{"sentences":[{"text":"But I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file.","start":512.625,"end":521.43005,"sentiment":"neutral","sentiment_score":0.045622429239653775},{"text":"I know the claims only been recently submitted, but where do things stand right now?","start":523.57,"end":530.77,"sentiment":"neutral","sentiment_score":-0.003827771047751109},{"text":"Are there any forms outstanding?","start":530.77,"end":532.125,"sentiment":"neutral","sentiment_score":-0.04560269713401795},{"text":"Is there anything we need to provide?","start":532.125,"end":533.66504,"sentiment":"neutral","sentiment_score":-0.03579011133738926},{"text":"Is it an assessment?","start":533.72504,"end":535.025,"sentiment":"neutral","sentiment_score":-0.03704281244426966}],"sentiment":"neutral","sentiment_score":0.011776826224259792,"num_words":62,"start":512.625,"end":535.025},{"sentences":[{"text":"Is there anything happening?","start":535.16504,"end":537.34503,"sentiment":"neutral","sentiment_score":-0.05316151585429907},{"text":"Yep.","start":545.18,"end":545.68,"sentiment":"neutral","sentiment_score":-0.01597435772418976},{"text":"Yep.","start":555.995,"end":556.495,"sentiment":"neutral","sentiment_score":0.03570517152547836},{"text":"Yeah.","start":565.835,"end":566.075,"sentiment":"neutral","sentiment_score":0.08114729821681976},{"text":"You can 100% give him a call.","start":566.075,"end":567.515,"sentiment":"neutral","sentiment_score":0.17935915291309357}],"sentiment":"neutral","sentiment_score":0.08169615135661193,"num_words":14,"start":535.16504,"end":567.515},{"sentences":[{"text":"He literally emailed me in two minutes ago.","start":567.515,"end":569.775,"sentiment":"neutral","sentiment_score":0.12511816387996078},{"text":"Yep.","start":594.805,"end":595.305,"sentiment":"neutral","sentiment_score":0.10020729899406432},{"text":"You're okay.","start":616.755,"end":617.495,"sentiment":"neutral","sentiment_score":0.14377880096435547},{"text":"And you just wanna basically make sure that the what he's claiming for is not directly correlated to the exclusion?","start":621.09,"end":626.23004,"sentiment":"neutral","sentiment_score":-0.053239327296614646},{"text":"Yep.","start":627.89,"end":628.39,"sentiment":"neutral","sentiment_score":0.18831276893615723}],"sentiment":"neutral","sentiment_score":0.01600738859269768,"num_words":32,"start":567.515,"end":628.39},{"sentences":[{"text":"Yeah.","start":641.90497,"end":642.40497,"sentiment":"neutral","sentiment_score":0.04905303567647934},{"text":"Yep.","start":643.92,"end":644.42,"sentiment":"neutral","sentiment_score":0.03571365773677826},{"text":"Yeah.","start":652.24,"end":652.74,"sentiment":"neutral","sentiment_score":-0.04853193834424019},{"text":"Yeah.","start":660.495,"end":660.995,"sentiment":"neutral","sentiment_score":-0.0647420659661293},{"text":"Makes things easier.","start":675.79004,"end":676.85004,"sentiment":"neutral","sentiment_score":0.1976086994012197}],"sentiment":"neutral","sentiment_score":0.08061696961522102,"num_words":7,"start":641.90497,"end":676.85004},{"sentences":[{"text":"Yeah.","start":677.15,"end":677.65,"sentiment":"neutral","sentiment_score":0.010190324857831},{"text":"Yeah.","start":681.40497,"end":681.90497,"sentiment":"neutral","sentiment_score":-0.0886564552783966},{"text":"Cool.","start":690.685,"end":691.185,"sentiment":"neutral","sentiment_score":0.2628672420978546},{"text":"Yeah.","start":716.57,"end":716.89,"sentiment":"neutral","sentiment_score":0.19037674367427823},{"text":"100%.","start":716.89,"end":717.69,"sentiment":"neutral","sentiment_score":0.31285911798477173}],"sentiment":"neutral","sentiment_score":0.1375273946672678,"num_words":5,"start":677.15,"end":717.69},{"sentences":[{"text":"Amazing.","start":717.69,"end":718.19,"sentiment":"positive","sentiment_score":0.5350514054298401},{"text":"Cool.","start":718.41003,"end":718.91003,"sentiment":"positive","sentiment_score":0.5196354389190674},{"text":"I know that he's itching to get things rolling, so he'd be very keen to get your call today because medical expenses are kind of eating in, and he's been out of work for nearly two months.","start":719.29004,"end":731.405,"sentiment":"neutral","sentiment_score":0.09243263988881498},{"text":"So he is very, very raring to go, which is definitely not on you because you've only just gotten all of the details and you still don't have any of the you don't have all of them either.","start":731.405,"end":740.705,"sentiment":"neutral","sentiment_score":-0.11074543920786757},{"text":"And he was explained that claims do take time, and the sooner you get the documents in, the sooner it will get it done.","start":741.72504,"end":747.21,"sentiment":"neutral","sentiment_score":-0.08651213798051079}],"sentiment":"neutral","sentiment_score":-0.017920034467288765,"num_words":101,"start":717.69,"end":747.21},{"sentences":[{"text":"But, you know, you've dealt with claims so far, so you know what it's like.","start":747.21,"end":752.43,"sentiment":"neutral","sentiment_score":-0.0924153005083402},{"text":"Yes.","start":765.53503,"end":766.03503,"sentiment":"neutral","sentiment_score":-0.09390060603618622},{"text":"No.","start":782.605,"end":783.00494,"sentiment":"neutral","sentiment_score":-0.140944704413414},{"text":"He's he's self employed as a sole trader.","start":783.00494,"end":786.065,"sentiment":"neutral","sentiment_score":0.03402107139118016},{"text":"So his his personal income tax returns is all you're gonna get because there is no company to be able to assess.","start":786.685,"end":793.02496,"sentiment":"neutral","sentiment_score":0.07408297197385268}],"sentiment":"neutral","sentiment_score":0.005977002903819085,"num_words":47,"start":747.21,"end":793.02496},{"sentences":[{"text":"He's a sole trader, so he is his business.","start":793.08496,"end":796.55,"sentiment":"neutral","sentiment_score":0.031378874762190714},{"text":"He he he works through an ABN, basically.","start":806.93,"end":809.25,"sentiment":"neutral","sentiment_score":0.05863438406959176},{"text":"So he just he never went to a company structure.","start":809.25,"end":812.135,"sentiment":"neutral","sentiment_score":-0.06526383981108666},{"text":"He's just he's a sole trader on like, as what he does.","start":812.275,"end":815.655,"sentiment":"neutral","sentiment_score":-0.03111004487921794},{"text":"So, basically, he just direct invoices people.","start":815.79504,"end":818.29504,"sentiment":"neutral","sentiment_score":-0.06487528128283364}],"sentiment":"neutral","sentiment_score":-0.015839151309236237,"num_words":46,"start":793.08496,"end":818.29504},{"sentences":[{"text":"I don't even think he's big enough to have a profit and loss, to be completely honest.","start":818.835,"end":822.375,"sentiment":"negative","sentiment_score":-0.40210488087990703},{"text":"His profit and loss is his tax return.","start":823.44,"end":825.45996,"sentiment":"neutral","sentiment_score":-0.19147175177931786},{"text":"It it it'd be it'd be invoices, so he'd have like, he'd he'd issue invoices to clients or whatever you wanna call them to whoever he's servicing.","start":830.39996,"end":840.355,"sentiment":"neutral","sentiment_score":-0.04754394554981479},{"text":"Basically, he would just he would provide every single one of the invoices that he's being paid, and he provides the receipts for he provides the receipts for expenses paid.","start":852.83,"end":863.33,"sentiment":"neutral","sentiment_score":0.05392276830971241},{"text":"And that would be good.","start":864.45496,"end":865.33496,"sentiment":"neutral","sentiment_score":0.3210295230150223}],"sentiment":"neutral","sentiment_score":-0.07388980292725837,"num_words":87,"start":818.835,"end":865.33496},{"sentences":[{"text":"That would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG.","start":865.33496,"end":871.035,"sentiment":"neutral","sentiment_score":0.046801601010172264},{"text":"It's not much different.","start":871.57495,"end":873.83496,"sentiment":"neutral","sentiment_score":-0.020647177356295288},{"text":"His income is the invoices being paid and his expenses are the receipts that he has to pay for.","start":874.055,"end":882.9,"sentiment":"neutral","sentiment_score":0.01958267057412549},{"text":"Perfect.","start":912.48,"end":912.98,"sentiment":"neutral","sentiment_score":0.10888054221868516},{"text":"Perfect.","start":928.27,"end":928.77,"sentiment":"positive","sentiment_score":0.38618239760398865}],"sentiment":"neutral","sentiment_score":0.038770454052913315,"num_words":48,"start":865.33496,"end":928.77},{"sentences":[{"text":"What's that?","start":928.99,"end":929.73004,"sentiment":"neutral","sentiment_score":0.13410590589046478},{"text":"Amazing.","start":980.17,"end":980.67,"sentiment":"positive","sentiment_score":0.6397091150283813},{"text":"If if you can just cc in care, which is like care@safetyfinancial.com.au, that goes through k then I, so that's fine.","start":988.825,"end":998.205,"sentiment":"neutral","sentiment_score":0.04467883839138916},{"text":"Yes.","start":1001.0,"end":1001.5,"sentiment":"neutral","sentiment_score":0.0647079199552536},{"text":"At oak yeah.","start":1002.04,"end":1004.04,"sentiment":"neutral","sentiment_score":-0.00014532916247844696}],"sentiment":"neutral","sentiment_score":0.06823030233915363,"num_words":28,"start":928.99,"end":1004.04},{"sentences":[{"text":"Oakie financial dot com dot a u.","start":1004.04,"end":1006.06,"sentiment":"neutral","sentiment_score":0.013366812307919775},{"text":"Perfect.","start":1015.175,"end":1015.575,"sentiment":"positive","sentiment_score":0.8825328946113586},{"text":"Amazing.","start":1015.575,"end":1015.975,"sentiment":"positive","sentiment_score":0.8900214433670044},{"text":"Thank you so much.","start":1015.975,"end":1017.035,"sentiment":"positive","sentiment_score":0.891814574599266},{"text":"Most certainly.","start":1021.16895,"end":1021.90894,"sentiment":"positive","sentiment_score":0.4477660357952118}],"sentiment":"positive","sentiment_score":0.4219274929414193,"num_words":15,"start":1004.04,"end":1021.90894},{"sentences":[{"text":"Thank you, darling.","start":1022.529,"end":1023.589,"sentiment":"positive","sentiment_score":0.8222858905792236},{"text":"You too.","start":1025.969,"end":1026.689,"sentiment":"neutral","sentiment_score":0.28574472665786743},{"text":"Bye.","start":1026.689,"end":1027.189,"sentiment":"neutral","sentiment_score":-0.08867330104112625}],"sentiment":"positive","sentiment_score":0.4916123040020466,"num_words":6,"start":1022.529,"end":1027.189}]}}]},{"alternatives":[{"transcript":"Thank you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au. Thank you. We are transferring you now. All our representatives are currently on other calls. Please hold the line, and we will be with you as soon as possible. You are the next caller in the queue. Welcome to MetLife. You're speaking with Steven. How can I help you today? Hi. Good day, Larissa. How about yourself? Yep. Go ahead. K. Bear with me one second. I'll see if I can hunt this one down. So I'm actually from the retail admin team. So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one. K. So it's c Underscore I'm sure I'll find it, Jamie. Is it CUnderscore548851, was it? Okay. It's not on that screen. Let me just hunt down and look for another location for this one. And is this claim specifically with MetLife, or is it through a Superfund? Okay. Alrighty. And can I please grab the client's name, the date of birth, and address, please? Yep. And just postcode as well, please? K. Thank you. Was this only just recently submitted by any chance? Okay. No problem at all. I I have found a case number. I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you. Let's see who's there. I can't find a Jamie, actually. Have you received correspondence in regards to this one previously? Okay. Not a problem at all. Okay. Okay. I have found a Jamie. Just bear with me one second. I'll see if I can transfer you through. Okay? Won't be too long. Welcome to MetLife. You're speaking with Jamie. I'm very good. Thank you. How are you? Ethan, thank you. I just I I I actually spoke to Acadian earlier today for this claim. So he's under. Everything. Yeah. Sure. Okay. At the moment where we are at the moment, I've got the financials from it was Kaden. Sorry. Yeah. I've got the financials, and he's given me the medical Medicare records, which I need to review. They only came on Friday. So I'll get to those soon. So from the financial side of things and Medicare records, I have got that. I was to touch base support. It's been a hectic afternoon. Actually, where is he based? He's New South Wales? Yeah. Okay. Perfect. So I I'm still on at the moment, so I will touch base with him. The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery. So I just wanted to see where he was in terms of if he's still remaining with that. Is there been any, you know, progress from that, or is he going down the surgery route? That was my reason for my call to him. So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself. Sorry. I just my system just froze on me for a second, and I'm it's just great timing. Yeah. Yes. That's correct. Exactly what I'm doing. So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another just so we can roll that out just because it is the event had occurred from a chiropractor appointment. So, obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming for. So we're just making sure we're just crossing our t's, dotting our i's by just sending there. It's just a small one. Just a couple of questions for the doctors to comment on, and I believe that that he's had the same GP as well over the course of time, which makes things way more easier. Yeah. Instead of chopping and changing between two different doctors, that gets difficult. So those are the requirements. So since your financials and Medicare records, which I'll review, I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery. And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it. Yeah. No. Definitely. I wish it was just a straightforward process, but, unfortunately, with income protection and being self employed, self employed always has its longer issues. And I'm just wondering if I did manage to put that on the welcome letter. I'm just having a quick look through everything that I've got. Welcome to the I can't see the receipt sent through. So I've got the individual tax returns. Did he send through his company? Because he is self employed. So kinda subcontracts his services to bigger companies. So he's paid direct in hand. So he will have a profit and loss statement for his sole trading business. Okay. I wonder how he gets paid then, how we can see his generated okay. So invoices, and then he would have to subtract the expenses. I wonder what he does for his tech summary for the end of the year. I suppose he'll just input it in to to okay. Okay. Okay. I I'm just having a look look at it taxation estimate that he's put on here. I'm just having a look at one of them that have come through. Business item. Okay. It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation. Oh, so he's he actually does have, like, a worksheet that he's working off to provide them. So from the income generated to what he pays out for motor vehicle expenses and subcontractor commission help us, I suppose, anything. And then okay. Awesome. I've got those. I just quickly opened one just to have a look what I've got to work with. Leave it with me. I will review his financials. I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down. I just need to jog my memory on what it was specifically okay. There we go. Yes. So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials. I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions. And, hopefully, yeah, we can get those ticking along. And I'll keep you and Caitlin updated as we go along. I've got Caden's email address. Did you want me to cc you in into the comms for Paul's claim moving forward too? Have both of you on? Okay. Excellent. Care at financial oh, Oakview. Sorry. Oakview. Yeah. Okay. Excellent. I've got both of them on there. No worries. And we'll talk soon, and I'll keep you updated as I go along. Thanks, Harrison. You have a good evening. 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you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au. Thank you. We are transferring you now. All our representatives are currently on other calls.\n\nPlease hold the line, and we will be with you as soon as possible. You are the next caller in the queue. Welcome to MetLife. You're speaking with Steven. How can I help you today?\n\nHi. Good day, Larissa. How about yourself? Yep. Go ahead.\n\nK. Bear with me one second. I'll see if I can hunt this one down. So I'm actually from the retail admin team. So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one.\n\nK. So it's c Underscore I'm sure I'll find it, Jamie. Is it CUnderscore548851, was it? Okay. It's not on that screen.\n\nLet me just hunt down and look for another location for this one. And is this claim specifically with MetLife, or is it through a Superfund? Okay. Alrighty. And can I please grab the client's name, the date of birth, and address, please?\n\nYep. And just postcode as well, please? K. Thank you. Was this only just recently submitted by any chance?\n\nOkay. No problem at all. I I have found a case number. I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you. Let's see who's there.\n\nI can't find a Jamie, actually. Have you received correspondence in regards to this one previously? Okay. Not a problem at all. Okay.\n\nOkay. I have found a Jamie. Just bear with me one second. I'll see if I can transfer you through. Okay?\n\nWon't be too long. Welcome to MetLife. You're speaking with Jamie. I'm very good. Thank you.\n\nHow are you? Ethan, thank you. I just I I I actually spoke to Acadian earlier today for this claim. So he's under. Everything.\n\nYeah. Sure. Okay. At the moment where we are at the moment, I've got the financials from it was Kaden. Sorry.\n\nYeah. I've got the financials, and he's given me the medical Medicare records, which I need to review. They only came on Friday. So I'll get to those soon. So from the financial side of things and Medicare records, I have got that.\n\nI was to touch base support. It's been a hectic afternoon. Actually, where is he based? He's New South Wales? Yeah.\n\nOkay. Perfect. So I I'm still on at the moment, so I will touch base with him. The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery. So I just wanted to see where he was in terms of if he's still remaining with that.\n\nIs there been any, you know, progress from that, or is he going down the surgery route? That was my reason for my call to him. So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself. Sorry. I just my system just froze on me for a second, and I'm it's just great timing.\n\nYeah. Yes. That's correct. Exactly what I'm doing. So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another just so we can roll that out just because it is the event had occurred from a chiropractor appointment.\n\nSo, obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming for. So we're just making sure we're just crossing our t's, dotting our i's by just sending there. It's just a small one. Just a couple of questions for the doctors to comment on, and I believe that that he's had the same GP as well over the course of time, which makes things way more easier. Yeah.\n\nInstead of chopping and changing between two different doctors, that gets difficult. So those are the requirements. So since your financials and Medicare records, which I'll review, I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery. And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it. Yeah.\n\nNo. Definitely. I wish it was just a straightforward process, but, unfortunately, with income protection and being self employed, self employed always has its longer issues. And I'm just wondering if I did manage to put that on the welcome letter. I'm just having a quick look through everything that I've got.\n\nWelcome to the I can't see the receipt sent through. So I've got the individual tax returns. Did he send through his company? Because he is self employed. So kinda subcontracts his services to bigger companies.\n\nSo he's paid direct in hand. So he will have a profit and loss statement for his sole trading business. Okay. I wonder how he gets paid then, how we can see his generated okay. So invoices, and then he would have to subtract the expenses.\n\nI wonder what he does for his tech summary for the end of the year. I suppose he'll just input it in to to okay. Okay. Okay. I I'm just having a look look at it taxation estimate that he's put on here.\n\nI'm just having a look at one of them that have come through. Business item. Okay. It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation. Oh, so he's he actually does have, like, a worksheet that he's working off to provide them.\n\nSo from the income generated to what he pays out for motor vehicle expenses and subcontractor commission help us, I suppose, anything. And then okay. Awesome. I've got those. I just quickly opened one just to have a look what I've got to work with.\n\nLeave it with me. I will review his financials. I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down. I just need to jog my memory on what it was specifically okay. There we go.\n\nYes. So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials. I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions. And, hopefully, yeah, we can get those ticking along. And I'll keep you and Caitlin updated as we go along.\n\nI've got Caden's email address. Did you want me to cc you in into the comms for Paul's claim moving forward too? Have both of you on? Okay. Excellent.\n\nCare at financial oh, Oakview. Sorry. Oakview. Yeah. Okay.\n\nExcellent. I've got both of them on there. No worries. And we'll talk soon, and I'll keep you updated as I go along. Thanks, Harrison.\n\nYou have a good evening. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.4292398641506831},{"text":"To help direct your call, please choose from the following options.","start":3.12,"end":6.42,"sentiment":"neutral","sentiment_score":0.19196056777780707},{"text":"If you're calling about an insurance application, please press 1.","start":7.52,"end":11.12,"sentiment":"neutral","sentiment_score":0.027702743746340276},{"text":"If you're calling about a claim, please press 2.","start":11.12,"end":13.94,"sentiment":"neutral","sentiment_score":0.005352716272075971},{"text":"For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes.","start":14.135,"end":25.195,"sentiment":"neutral","sentiment_score":-0.03940938315961672}],"sentiment":"neutral","sentiment_score":0.0695896864695064,"num_words":59,"start":0.48,"end":25.195},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":25.975,"end":32.79,"sentiment":"neutral","sentiment_score":0.013830208778381347},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au.","start":33.329998,"end":44.664997,"sentiment":"neutral","sentiment_score":-0.004187868886881254},{"text":"Thank you.","start":45.364998,"end":46.085,"sentiment":"neutral","sentiment_score":0.20232124626636505},{"text":"We are transferring you now.","start":46.085,"end":47.704998,"sentiment":"neutral","sentiment_score":-0.01639203205704689},{"text":"All our representatives are currently on other calls.","start":52.245,"end":54.905,"sentiment":"neutral","sentiment_score":-0.1502374168485403}],"sentiment":"neutral","sentiment_score":-0.012188525306747147,"num_words":57,"start":25.975,"end":54.905},{"sentences":[{"text":"Please hold the line, and we will be with you as soon as possible.","start":55.31,"end":58.13,"sentiment":"neutral","sentiment_score":-0.07762942942125457},{"text":"You are the next caller in the queue.","start":58.75,"end":61.09,"sentiment":"neutral","sentiment_score":-0.042318446561694145},{"text":"Welcome to MetLife.","start":64.270004,"end":65.07,"sentiment":"neutral","sentiment_score":0.22030118107795715},{"text":"You're speaking with Steven.","start":65.07,"end":65.87,"sentiment":"neutral","sentiment_score":0.21831335872411728},{"text":"How can I help you today?","start":65.87,"end":67.065,"sentiment":"neutral","sentiment_score":0.27954036990801495}],"sentiment":"neutral","sentiment_score":0.05102970323392323,"num_words":35,"start":55.31,"end":67.065},{"sentences":[{"text":"Hi.","start":70.585,"end":70.745,"sentiment":"neutral","sentiment_score":0.196996808052063},{"text":"Good day, Larissa.","start":70.745,"end":71.295006,"sentiment":"positive","sentiment_score":0.4009249210357666},{"text":"How about yourself?","start":71.295006,"end":72.285,"sentiment":"neutral","sentiment_score":0.29343900084495544},{"text":"Yep.","start":82.0,"end":82.32,"sentiment":"neutral","sentiment_score":0.03660062700510025},{"text":"Go ahead.","start":82.32,"end":82.979996,"sentiment":"neutral","sentiment_score":0.027939890511333942}],"sentiment":"neutral","sentiment_score":0.23725689817219972,"num_words":10,"start":70.585,"end":82.979996},{"sentences":[{"text":"K.","start":90.24,"end":90.74,"sentiment":"neutral","sentiment_score":-0.010713860392570496},{"text":"Bear with me one second.","start":90.88,"end":91.92,"sentiment":"neutral","sentiment_score":-0.056228474527597425},{"text":"I'll see if I can hunt this one down.","start":91.92,"end":93.615,"sentiment":"neutral","sentiment_score":-0.0669042236275143},{"text":"So I'm actually from the retail admin team.","start":93.854996,"end":96.655,"sentiment":"neutral","sentiment_score":-0.10885835252702236},{"text":"So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one.","start":96.655,"end":102.034996,"sentiment":"neutral","sentiment_score":-0.22045718288669983}],"sentiment":"neutral","sentiment_score":-0.15012411606755663,"num_words":47,"start":90.24,"end":102.034996},{"sentences":[{"text":"K.","start":105.534996,"end":105.774994,"sentiment":"neutral","sentiment_score":-0.03727366402745247},{"text":"So it's c Underscore I'm sure I'll find it, Jamie.","start":105.774994,"end":109.78,"sentiment":"neutral","sentiment_score":-0.056192377023398875},{"text":"Is it CUnderscore548851, was it?","start":110.24,"end":113.22,"sentiment":"neutral","sentiment_score":-0.022540248930454254},{"text":"Okay.","start":114.32,"end":114.72,"sentiment":"neutral","sentiment_score":-0.05533185601234436},{"text":"It's not on that screen.","start":114.72,"end":115.84,"sentiment":"neutral","sentiment_score":-0.19480665028095245}],"sentiment":"neutral","sentiment_score":-0.07914835392412814,"num_words":22,"start":105.534996,"end":115.84},{"sentences":[{"text":"Let me just hunt down and look for another location for this one.","start":115.84,"end":118.74,"sentiment":"neutral","sentiment_score":-0.13209698234613126},{"text":"And is this claim specifically with MetLife, or is it through a Superfund?","start":125.345,"end":130.325,"sentiment":"neutral","sentiment_score":-0.027712906567523114},{"text":"Okay.","start":134.73999,"end":135.23999,"sentiment":"neutral","sentiment_score":0.02706482633948326},{"text":"Alrighty.","start":136.34,"end":136.84,"sentiment":"neutral","sentiment_score":0.06217086315155029},{"text":"And can I please grab the client's name, the date of birth, and address, please?","start":136.9,"end":141.64,"sentiment":"neutral","sentiment_score":0.04489009554187457}],"sentiment":"neutral","sentiment_score":-0.030580033331589644,"num_words":43,"start":115.84,"end":141.64},{"sentences":[{"text":"Yep.","start":159.395,"end":159.875,"sentiment":"neutral","sentiment_score":0.04024380445480347},{"text":"And just postcode as well, please?","start":159.875,"end":161.49501,"sentiment":"neutral","sentiment_score":0.03457340349753698},{"text":"K.","start":163.27,"end":163.59,"sentiment":"neutral","sentiment_score":0.01633952185511589},{"text":"Thank you.","start":163.59,"end":164.33,"sentiment":"neutral","sentiment_score":0.18273653090000153},{"text":"Was this only just recently submitted by any chance?","start":165.59,"end":167.85,"sentiment":"neutral","sentiment_score":-0.004192625275916523}],"sentiment":"neutral","sentiment_score":0.031145430611152398,"num_words":19,"start":159.395,"end":167.85},{"sentences":[{"text":"Okay.","start":178.965,"end":179.44499,"sentiment":"neutral","sentiment_score":0.021159578114748},{"text":"No problem at all.","start":179.44499,"end":180.165,"sentiment":"neutral","sentiment_score":0.10081043280661106},{"text":"I I have found a case number.","start":180.165,"end":183.44499,"sentiment":"neutral","sentiment_score":0.14715771909270967},{"text":"I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you.","start":183.44499,"end":189.285,"sentiment":"neutral","sentiment_score":0.1219814345240593},{"text":"Let's see who's there.","start":189.285,"end":190.345,"sentiment":"neutral","sentiment_score":0.05046708416193724}],"sentiment":"neutral","sentiment_score":0.1137778436144193,"num_words":36,"start":178.965,"end":190.345},{"sentences":[{"text":"I can't find a Jamie, actually.","start":201.11,"end":202.62999,"sentiment":"neutral","sentiment_score":-0.15468848993380865},{"text":"Have you received correspondence in regards to this one previously?","start":202.62999,"end":205.29,"sentiment":"neutral","sentiment_score":-0.13135749101638794},{"text":"Okay.","start":216.875,"end":217.375,"sentiment":"neutral","sentiment_score":-0.015460088849067688},{"text":"Not a problem at all.","start":222.98,"end":223.7,"sentiment":"neutral","sentiment_score":-0.026389526575803755},{"text":"Okay.","start":223.7,"end":223.86,"sentiment":"neutral","sentiment_score":0.05810672417283058}],"sentiment":"neutral","sentiment_score":-0.10134812379660814,"num_words":23,"start":201.11,"end":223.86},{"sentences":[{"text":"Okay.","start":223.86,"end":224.1,"sentiment":"neutral","sentiment_score":0.0748654305934906},{"text":"I have found a Jamie.","start":224.1,"end":225.14,"sentiment":"neutral","sentiment_score":0.099858458340168},{"text":"Just bear with me one second.","start":225.14,"end":226.1,"sentiment":"neutral","sentiment_score":0.057842835783958435},{"text":"I'll see if I can transfer you through.","start":226.1,"end":227.22,"sentiment":"neutral","sentiment_score":0.07022378640249372},{"text":"Okay?","start":227.22,"end":227.46,"sentiment":"neutral","sentiment_score":0.0454925037920475}],"sentiment":"neutral","sentiment_score":0.07278559676238469,"num_words":21,"start":223.86,"end":227.46},{"sentences":[{"text":"Won't be too long.","start":227.46,"end":228.44,"sentiment":"neutral","sentiment_score":0.004985730163753033},{"text":"Welcome to MetLife.","start":433.495,"end":434.455,"sentiment":"positive","sentiment_score":0.35215644041697186},{"text":"You're speaking with Jamie.","start":434.455,"end":435.595,"sentiment":"neutral","sentiment_score":0.2135833501815796},{"text":"I'm very good.","start":438.775,"end":439.335,"sentiment":"positive","sentiment_score":0.564109186331431},{"text":"Thank you.","start":439.335,"end":439.655,"sentiment":"positive","sentiment_score":0.5217767953872681}],"sentiment":"neutral","sentiment_score":0.2916641745250672,"num_words":16,"start":227.46,"end":439.655},{"sentences":[{"text":"How are you?","start":439.655,"end":440.555,"sentiment":"neutral","sentiment_score":0.29896793762842816},{"text":"Ethan, thank you.","start":452.05,"end":453.01,"sentiment":"neutral","sentiment_score":0.2762825936079025},{"text":"I just I I I actually spoke to Acadian earlier today for this claim.","start":453.01,"end":458.71,"sentiment":"neutral","sentiment_score":0.039616878676627366},{"text":"So he's under.","start":458.77,"end":459.99,"sentiment":"neutral","sentiment_score":0.03453325852751732},{"text":"Everything.","start":486.37997,"end":486.87997,"sentiment":"neutral","sentiment_score":-0.01885009929537773}],"sentiment":"neutral","sentiment_score":0.09854739881120622,"num_words":24,"start":439.655,"end":486.87997},{"sentences":[{"text":"Yeah.","start":521.935,"end":522.175,"sentiment":"neutral","sentiment_score":0.0433153361082077},{"text":"Sure.","start":522.175,"end":522.675,"sentiment":"neutral","sentiment_score":0.04187798500061035},{"text":"Okay.","start":538.21,"end":538.69,"sentiment":"neutral","sentiment_score":-0.004076138138771057},{"text":"At the moment where we are at the moment, I've got the financials from it was Kaden.","start":538.69,"end":544.31,"sentiment":"neutral","sentiment_score":-0.04762811739655102},{"text":"Sorry.","start":544.625,"end":544.945,"sentiment":"neutral","sentiment_score":-0.06244438886642456}],"sentiment":"neutral","sentiment_score":-0.03766691436370214,"num_words":21,"start":521.935,"end":544.945},{"sentences":[{"text":"Yeah.","start":544.945,"end":545.02496,"sentiment":"neutral","sentiment_score":-0.025072606280446053},{"text":"I've got the financials, and he's given me the medical Medicare records, which I need to review.","start":545.02496,"end":549.665,"sentiment":"neutral","sentiment_score":-0.05139618881923311},{"text":"They only came on Friday.","start":549.665,"end":550.785,"sentiment":"neutral","sentiment_score":-0.07707493901252746},{"text":"So I'll get to those soon.","start":550.785,"end":552.46497,"sentiment":"neutral","sentiment_score":-0.051860516890883446},{"text":"So from the financial side of things and Medicare records, I have got that.","start":552.46497,"end":558.52997,"sentiment":"neutral","sentiment_score":0.00039179902523756027}],"sentiment":"neutral","sentiment_score":-0.03697349828516328,"num_words":43,"start":544.945,"end":558.52997},{"sentences":[{"text":"I was to touch base support.","start":559.55,"end":561.14996,"sentiment":"neutral","sentiment_score":-0.04268099553883076},{"text":"It's been a hectic afternoon.","start":561.14996,"end":562.76996,"sentiment":"neutral","sentiment_score":-0.12020579278469086},{"text":"Actually, where is he based?","start":563.14996,"end":564.51,"sentiment":"neutral","sentiment_score":-0.01385019365698099},{"text":"He's New South Wales?","start":564.51,"end":565.73,"sentiment":"neutral","sentiment_score":0.007354875502642244},{"text":"Yeah.","start":568.02997,"end":568.52997,"sentiment":"neutral","sentiment_score":0.10201767086982728}],"sentiment":"neutral","sentiment_score":-0.03785374916956893,"num_words":21,"start":559.55,"end":568.52997},{"sentences":[{"text":"Okay.","start":570.02997,"end":570.525,"sentiment":"positive","sentiment_score":0.4841432273387909},{"text":"Perfect.","start":570.765,"end":571.16504,"sentiment":"positive","sentiment_score":0.7109367251396179},{"text":"So I I'm still on at the moment, so I will touch base with him.","start":571.16504,"end":574.86505,"sentiment":"positive","sentiment_score":0.35056557357311247},{"text":"The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery.","start":575.16504,"end":586.47003,"sentiment":"neutral","sentiment_score":0.017120799479576256},{"text":"So I just wanted to see where he was in terms of if he's still remaining with that.","start":586.47003,"end":590.23004,"sentiment":"neutral","sentiment_score":0.08249867624706692}],"sentiment":"neutral","sentiment_score":0.11630068794899695,"num_words":74,"start":570.02997,"end":590.23004},{"sentences":[{"text":"Is there been any, you know, progress from that, or is he going down the surgery route?","start":590.23004,"end":594.57,"sentiment":"neutral","sentiment_score":-0.009364937925163437},{"text":"That was my reason for my call to him.","start":595.51,"end":597.765,"sentiment":"neutral","sentiment_score":0.06784965967138608},{"text":"So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself.","start":598.645,"end":612.68,"sentiment":"neutral","sentiment_score":-0.06601480317435095},{"text":"Sorry.","start":612.74,"end":613.06,"sentiment":"neutral","sentiment_score":-0.21610194444656372},{"text":"I just my system just froze on me for a second, and I'm it's just great timing.","start":613.06,"end":620.04004,"sentiment":"neutral","sentiment_score":-0.14725619642173543}],"sentiment":"neutral","sentiment_score":-0.057956106359539905,"num_words":79,"start":590.23004,"end":620.04004},{"sentences":[{"text":"Yeah.","start":621.62,"end":622.12,"sentiment":"neutral","sentiment_score":0.035991840064525604},{"text":"Yes.","start":626.745,"end":627.065,"sentiment":"neutral","sentiment_score":0.09730447828769684},{"text":"That's correct.","start":627.065,"end":627.78503,"sentiment":"neutral","sentiment_score":0.1561712622642517},{"text":"Exactly what I'm doing.","start":627.78503,"end":628.825,"sentiment":"neutral","sentiment_score":0.14477704837918282},{"text":"So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another just so we can roll that out just because it is the event had occurred from a chiropractor appointment.","start":628.825,"end":651.79,"sentiment":"neutral","sentiment_score":0.034884802083361824}],"sentiment":"neutral","sentiment_score":0.047108877816649734,"num_words":61,"start":621.62,"end":651.79},{"sentences":[{"text":"So, obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming for.","start":652.01,"end":661.195,"sentiment":"neutral","sentiment_score":-0.2905743735283613},{"text":"So we're just making sure we're just crossing our t's, dotting our i's by just sending there.","start":661.195,"end":666.255,"sentiment":"neutral","sentiment_score":-0.014828534796833992},{"text":"It's just a small one.","start":667.16,"end":668.04,"sentiment":"neutral","sentiment_score":-0.0497551616281271},{"text":"Just a couple of questions for the doctors to comment on, and I believe that that he's had the same GP as well over the course of time, which makes things way more easier.","start":668.04,"end":676.94,"sentiment":"neutral","sentiment_score":0.06452701427042484},{"text":"Yeah.","start":677.0,"end":677.5,"sentiment":"neutral","sentiment_score":0.008688650093972683}],"sentiment":"neutral","sentiment_score":-0.06783674515374913,"num_words":82,"start":652.01,"end":677.5},{"sentences":[{"text":"Instead of chopping and changing between two different doctors, that gets difficult.","start":677.63995,"end":683.825,"sentiment":"neutral","sentiment_score":-0.10140694134558241},{"text":"So those are the requirements.","start":683.825,"end":685.205,"sentiment":"neutral","sentiment_score":-0.0802678793668747},{"text":"So since your financials and Medicare records, which I'll review, I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery.","start":686.065,"end":704.8,"sentiment":"neutral","sentiment_score":0.11529894750565291},{"text":"And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it.","start":705.33997,"end":715.815,"sentiment":"neutral","sentiment_score":0.05047300337430309},{"text":"Yeah.","start":753.46,"end":753.86005,"sentiment":"neutral","sentiment_score":-0.04302568733692169}],"sentiment":"neutral","sentiment_score":0.050725996028631926,"num_words":92,"start":677.63995,"end":753.86005},{"sentences":[{"text":"No.","start":753.86005,"end":754.18,"sentiment":"neutral","sentiment_score":-0.11320942640304564},{"text":"Definitely.","start":754.18,"end":754.68,"sentiment":"neutral","sentiment_score":-0.0689656063914299},{"text":"I wish it was just a straightforward process, but, unfortunately, with income protection and being self employed, self employed always has its longer issues.","start":754.78,"end":766.14496,"sentiment":"neutral","sentiment_score":-0.17716248954335848},{"text":"And I'm just wondering if I did manage to put that on the welcome letter.","start":766.20496,"end":769.805,"sentiment":"neutral","sentiment_score":-0.02944813445210457},{"text":"I'm just having a quick look through everything that I've got.","start":769.805,"end":772.865,"sentiment":"neutral","sentiment_score":0.01800773326646198}],"sentiment":"neutral","sentiment_score":-0.0899559948593378,"num_words":52,"start":753.86005,"end":772.865},{"sentences":[{"text":"Welcome to the I can't see the receipt sent through.","start":775.08997,"end":778.61,"sentiment":"neutral","sentiment_score":-0.05431306958198547},{"text":"So I've got the individual tax returns.","start":778.61,"end":780.37,"sentiment":"neutral","sentiment_score":-0.03700330667197704},{"text":"Did he send through his company?","start":780.37,"end":781.64996,"sentiment":"neutral","sentiment_score":-0.0944385069111983},{"text":"Because he is self employed.","start":781.64996,"end":783.43,"sentiment":"neutral","sentiment_score":-0.12767347246408461},{"text":"So kinda subcontracts his services to bigger companies.","start":797.265,"end":800.885,"sentiment":"neutral","sentiment_score":0.021711016073822975}],"sentiment":"neutral","sentiment_score":-0.05092955882557564,"num_words":36,"start":775.08997,"end":800.885},{"sentences":[{"text":"So he's paid direct in hand.","start":801.105,"end":802.74,"sentiment":"neutral","sentiment_score":0.09084135914842288},{"text":"So he will have a profit and loss statement for his sole trading business.","start":802.74,"end":806.60004,"sentiment":"neutral","sentiment_score":0.13788579776883125},{"text":"Okay.","start":826.755,"end":827.255,"sentiment":"neutral","sentiment_score":-0.03899426758289337},{"text":"I wonder how he gets paid then, how we can see his generated okay.","start":827.315,"end":842.42,"sentiment":"neutral","sentiment_score":-0.03454164721603904},{"text":"So invoices, and then he would have to subtract the expenses.","start":842.995,"end":846.995,"sentiment":"neutral","sentiment_score":-0.008706870234825394}],"sentiment":"neutral","sentiment_score":0.040371661357905556,"num_words":46,"start":801.105,"end":846.995},{"sentences":[{"text":"I wonder what he does for his tech summary for the end of the year.","start":846.995,"end":850.595,"sentiment":"neutral","sentiment_score":0.018200019747018813},{"text":"I suppose he'll just input it in to to okay.","start":850.595,"end":864.47,"sentiment":"neutral","sentiment_score":0.04868689738214016},{"text":"Okay.","start":864.76996,"end":865.26996,"sentiment":"neutral","sentiment_score":0.3071805238723755},{"text":"Okay.","start":881.39996,"end":881.8,"sentiment":"neutral","sentiment_score":-0.002839582972228527},{"text":"I I'm just having a look look at it taxation estimate that he's put on here.","start":881.8,"end":887.48,"sentiment":"neutral","sentiment_score":-0.051956681068986654}],"sentiment":"neutral","sentiment_score":0.0054163561354196345,"num_words":43,"start":846.995,"end":887.48},{"sentences":[{"text":"I'm just having a look at one of them that have come through.","start":887.48,"end":890.37994,"sentiment":"neutral","sentiment_score":0.007975892271273412},{"text":"Business item.","start":895.065,"end":896.125,"sentiment":"neutral","sentiment_score":0.0017039444064721465},{"text":"Okay.","start":896.185,"end":896.425,"sentiment":"neutral","sentiment_score":0.01995820924639702},{"text":"It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation.","start":896.425,"end":907.54,"sentiment":"neutral","sentiment_score":0.010693742260627914},{"text":"Oh, so he's he actually does have, like, a worksheet that he's working off to provide them.","start":908.08,"end":913.36,"sentiment":"neutral","sentiment_score":0.06533954226795365}],"sentiment":"neutral","sentiment_score":0.026218854919231187,"num_words":57,"start":887.48,"end":913.36},{"sentences":[{"text":"So from the income generated to what he pays out for motor vehicle expenses and subcontractor commission help us, I suppose, anything.","start":913.36,"end":922.315,"sentiment":"neutral","sentiment_score":0.05176176283169876},{"text":"And then okay.","start":922.615,"end":923.735,"sentiment":"neutral","sentiment_score":0.12530708809693655},{"text":"Awesome.","start":923.735,"end":924.215,"sentiment":"positive","sentiment_score":0.6525483131408691},{"text":"I've got those.","start":924.215,"end":925.115,"sentiment":"positive","sentiment_score":0.5030155181884766},{"text":"I just quickly opened one just to have a look what I've got to work with.","start":925.255,"end":928.715,"sentiment":"neutral","sentiment_score":0.29019383806735277}],"sentiment":"neutral","sentiment_score":0.18487502940826947,"num_words":45,"start":913.36,"end":928.715},{"sentences":[{"text":"Leave it with me.","start":932.71,"end":933.77,"sentiment":"neutral","sentiment_score":0.04997660964727402},{"text":"I will review his financials.","start":933.99005,"end":936.25,"sentiment":"neutral","sentiment_score":0.03481164202094078},{"text":"I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down.","start":936.31,"end":949.215,"sentiment":"neutral","sentiment_score":0.0755095093286243},{"text":"I just need to jog my memory on what it was specifically okay.","start":949.275,"end":957.915,"sentiment":"neutral","sentiment_score":0.009723117431769004},{"text":"There we go.","start":957.915,"end":958.62,"sentiment":"neutral","sentiment_score":0.05017550786336263}],"sentiment":"neutral","sentiment_score":0.052604953137536846,"num_words":54,"start":932.71,"end":958.62},{"sentences":[{"text":"Yes.","start":962.06,"end":962.3,"sentiment":"neutral","sentiment_score":0.13943257927894592},{"text":"So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials.","start":962.3,"end":970.8,"sentiment":"neutral","sentiment_score":0.13953735650731966},{"text":"I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions.","start":970.86,"end":976.045,"sentiment":"neutral","sentiment_score":0.15278082030514875},{"text":"And, hopefully, yeah, we can get those ticking along.","start":976.34503,"end":979.325,"sentiment":"neutral","sentiment_score":0.2560300760798984},{"text":"And I'll keep you and Caitlin updated as we go along.","start":981.78503,"end":984.36,"sentiment":"positive","sentiment_score":0.4442745392972773}],"sentiment":"neutral","sentiment_score":0.2059920303208727,"num_words":71,"start":962.06,"end":984.36},{"sentences":[{"text":"I've got Caden's email address.","start":984.51996,"end":986.12,"sentiment":"neutral","sentiment_score":0.11664904952049256},{"text":"Did you want me to cc you in into the comms for Paul's claim moving forward too?","start":986.12,"end":990.06,"sentiment":"neutral","sentiment_score":0.06598458745900322},{"text":"Have both of you on?","start":990.12,"end":991.33997,"sentiment":"neutral","sentiment_score":0.016760390438139438},{"text":"Okay.","start":998.51996,"end":998.92,"sentiment":"neutral","sentiment_score":0.17341303825378418},{"text":"Excellent.","start":998.92,"end":999.42,"sentiment":"neutral","sentiment_score":0.3029649555683136}],"sentiment":"neutral","sentiment_score":0.07810907518683836,"num_words":29,"start":984.51996,"end":999.42},{"sentences":[{"text":"Care at financial oh, Oakview.","start":999.935,"end":1002.495,"sentiment":"neutral","sentiment_score":0.058477890118956564},{"text":"Sorry.","start":1002.495,"end":1002.815,"sentiment":"neutral","sentiment_score":-0.01741904392838478},{"text":"Oakview.","start":1002.815,"end":1003.315,"sentiment":"neutral","sentiment_score":-0.014311641454696655},{"text":"Yeah.","start":1003.615,"end":1004.115,"sentiment":"neutral","sentiment_score":0.009534637443721294},{"text":"Okay.","start":1011.295,"end":1011.77496,"sentiment":"positive","sentiment_score":0.47711360454559326}],"sentiment":"neutral","sentiment_score":0.08303411191122399,"num_words":9,"start":999.935,"end":1011.77496},{"sentences":[{"text":"Excellent.","start":1011.77496,"end":1012.27496,"sentiment":"positive","sentiment_score":0.8515284061431885},{"text":"I've got both of them on there.","start":1012.495,"end":1014.035,"sentiment":"positive","sentiment_score":0.7244711092540196},{"text":"No worries.","start":1017.17,"end":1017.73004,"sentiment":"positive","sentiment_score":0.4295597970485687},{"text":"And we'll talk soon, and I'll keep you updated as I go along.","start":1017.73004,"end":1020.79004,"sentiment":"positive","sentiment_score":0.413844781426283},{"text":"Thanks, Harrison.","start":1023.81,"end":1024.63,"sentiment":"positive","sentiment_score":0.7701302468776703}],"sentiment":"positive","sentiment_score":0.5480875366926193,"num_words":25,"start":1011.77496,"end":1024.63},{"sentences":[{"text":"You have a good evening.","start":1024.77,"end":1025.75,"sentiment":"positive","sentiment_score":0.7034793257713318},{"text":"Bye.","start":1025.81,"end":1026.31,"sentiment":"positive","sentiment_score":0.3546292781829834}],"sentiment":"positive","sentiment_score":0.6453376511732737,"num_words":6,"start":1024.77,"end":1026.31}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling MetLife Australia. To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes.\n\nMetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au. Thank you. We are transferring you now. All our representatives are currently on other calls.\n\nPlease hold the line, and we will be with you as soon as possible. You are the next caller in the queue. Welcome to MetLife. You're speaking with Steven. How can I help you today?\n\nChannel 0: Hi, Steven. My name is Larissa from Oakview Financial. How are you going?\n\nChannel 1: Hi. Good day, Larissa. How about yourself?\n\nChannel 0: Not bad. Thank you very much. I was just calling. I was wanting to touch base with respect to a client's claim. I have a claim number if you're ready for it.\n\nChannel 1: Yep. Go ahead.\n\nChannel 0: It's CUnderscore548851.\n\nChannel 1: K. Bear with me one second. I'll see if I can hunt this one down. So I'm actually from the retail admin team. So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one.\n\nChannel 0: I think it's Jamie from my notes anyway.\n\nChannel 1: K. So\n\nChannel 0: It's not\n\nChannel 1: it's\n\nChannel 0: names\n\nChannel 1: c\n\nChannel 0: anything.\n\nChannel 1: Underscore I'm sure I'll find it, Jamie. Is it CUnderscore548851, was it?\n\nChannel 0: Yes. Correct.\n\nChannel 1: Okay. It's not on that screen. Let me just hunt down and look for another location for this one. And is this claim specifically with MetLife, or is it through a Superfund?\n\nChannel 0: No. It should be with MetLife.\n\nChannel 1: Okay. Alrighty. And can I please grab the client's name, the date of birth, and address, please?\n\nChannel 0: Yeah. Of course. It's Paul Kerin, k e, double k e r I n. I always keep trying to do that. Date of birth is 05/01/1982.\n\nAddress is 44 Hackier Avenue, Bell Rose,\n\nChannel 1: Yep. And just postcode as well, please?\n\nChannel 0: 2085.\n\nChannel 1: K. Thank you. Was this only just recently submitted by any chance?\n\nChannel 0: I don't think it was. I'm pretty sure it's been submitted for a bit, a couple of months.\n\nChannel 1: Okay. No problem at all. I I have found a case number. I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you. Let's see who's there.\n\nChannel 0: Yeah.\n\nChannel 1: I can't find a Jamie, actually. Have you received correspondence in regards to this one previously?\n\nChannel 0: I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling\n\nChannel 1: Okay.\n\nChannel 0: all my providers and getting a full fresh update on every single claim so I can make sure my files are\n\nChannel 1: Not a problem at all. Okay. Okay. I have found a Jamie. Just bear with me one second.\n\nI'll see if I can transfer you through. Okay? Won't be too\n\nChannel 0: no.\n\nChannel 1: long.\n\nChannel 0: You're fine. Thank you.\n\nChannel 1: Welcome to MetLife. You're speaking with Jamie.\n\nChannel 0: Hi, Jamie. Larissa from Oakview. How are you going?\n\nChannel 1: I'm very good. Thank you. How are you?\n\nChannel 0: Good. Thank you. I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim. Claim number 548851.\n\nChannel 1: Ethan, thank you. I just I I I actually spoke to Acadian earlier today for this claim. So he's\n\nChannel 0: Bonnie\n\nChannel 1: under.\n\nChannel 0: As. Cool. That's okay. Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left. And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date.\n\nSo I spent the last two days just literally going through\n\nChannel 1: Everything.\n\nChannel 0: all 50 of my claims. Yeah. There's only 50 of them, so it's not too bad. But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it. I'm just going back to basics, and I'm calling all the providers.\n\nAnd I know that Caden's been dealing with Paul over today as well because Paul's been emailing in. But I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file.\n\nChannel 1: Yeah. Sure.\n\nChannel 0: I know the claims only been recently submitted, but where do things stand right now? Are there any forms outstanding? Is there anything we need to provide? Is it an assessment? Is there anything happening?\n\nChannel 1: Okay. At the moment where we are at the moment, I've got the financials from it was Kaden. Sorry. Yeah. I've\n\nChannel 0: Yep.\n\nChannel 1: got the financials, and he's given me the medical Medicare records, which I need to review. They only came on Friday. So I'll get to those soon. So from the financial side of things and Medicare records,\n\nChannel 0: Yep.\n\nChannel 1: I have got that. I was to touch base support. It's been a hectic afternoon. Actually, where is he based? He's New South Wales?\n\nChannel 0: Yeah. You can 100% give him a call. He literally\n\nChannel 1: Yeah.\n\nChannel 0: emailed me in two minutes ago.\n\nChannel 1: Okay. Perfect. So I I'm still on at the moment, so I will touch base with him. The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery. So I just wanted to see where he was in terms of if he's still remaining with that.\n\nIs there been any, you know, progress from that, or is he going down the surgery route?\n\nChannel 0: Yep.\n\nChannel 1: That was my reason for my call to him. So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself. Sorry. I just my system just froze on me for a second, and I'm\n\nChannel 0: You're okay.\n\nChannel 1: it's just great timing.\n\nChannel 0: And you just wanna\n\nChannel 1: Yeah.\n\nChannel 0: basically make sure that the what he's claiming for is not directly correlated to the exclusion?\n\nChannel 1: Yes. That's correct. Exactly\n\nChannel 0: Yep.\n\nChannel 1: what I'm doing. So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another\n\nChannel 0: Yeah.\n\nChannel 1: just so we can roll that out\n\nChannel 0: Yep.\n\nChannel 1: just because it is the event had occurred from a chiropractor appointment. So,\n\nChannel 0: Yeah.\n\nChannel 1: obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming\n\nChannel 0: Yeah.\n\nChannel 1: for. So we're just making sure we're just crossing our t's, dotting our i's by just sending there. It's just a small one. Just a couple of questions for the doctors to comment on, and I believe that that he's had the same GP as well over the course of time, which makes things\n\nChannel 0: Makes\n\nChannel 1: way\n\nChannel 0: things\n\nChannel 1: more\n\nChannel 0: easier.\n\nChannel 1: easier. Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Instead of chopping and changing between two different doctors,\n\nChannel 0: Yeah.\n\nChannel 1: that gets difficult. So those are the requirements. So since your financials and Medicare records, which I'll review,\n\nChannel 0: Cool.\n\nChannel 1: I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery. And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it.\n\nChannel 0: Yeah. 100%. Amazing. Cool. I know that he's itching to get things rolling, so he'd be very keen to get your call today because medical expenses are kind of eating in, and he's been out of work for nearly two months.\n\nSo he is very, very raring to go, which is definitely not on you because you've only just gotten all of the details and you still don't have any of the you don't have all of them either. And he was explained that claims do take time, and the sooner you get the documents in, the sooner it will get it done. But, you know, you've dealt with claims so far, so you know what it's like.\n\nChannel 1: Yeah. No. Definitely. I wish it was just a straightforward process, but, unfortunately, with income protection and being self employed, self employed always has its longer\n\nChannel 0: Yes.\n\nChannel 1: issues. And I'm just wondering if I did manage to put that on the welcome letter. I'm just having a quick look through everything that I've got. Welcome to the I can't see the receipt sent through. So I've got the individual tax returns.\n\nDid he send through his company? Because he is\n\nChannel 0: No.\n\nChannel 1: self employed.\n\nChannel 0: He's he's self employed as a sole trader. So his his personal income tax returns is all you're gonna get because there is no company to be able to assess. He's a sole trader, so he is his business.\n\nChannel 1: So kinda subcontracts his services to bigger companies. So he's paid direct in hand. So he will have a profit and loss statement for his sole trading business.\n\nChannel 0: He he he works through an ABN, basically. So he just he never went to a company structure. He's just he's a sole trader on like, as what he does. So, basically, he just direct invoices people. I don't even think he's big enough to have a profit and loss, to be completely honest.\n\nHis profit and loss is his tax return.\n\nChannel 1: Okay. I wonder how he gets paid then, how we can see his\n\nChannel 0: It\n\nChannel 1: generated\n\nChannel 0: it it'd be it'd be invoices, so he'd have like, he'd he'd issue invoices to clients or whatever you wanna call them to whoever he's servicing.\n\nChannel 1: okay. So invoices, and then he would have to subtract the expenses. I wonder what he does for his tech summary for the end of the year. I suppose he'll just input it in\n\nChannel 0: Basically, he would just he\n\nChannel 1: to\n\nChannel 0: would\n\nChannel 1: to\n\nChannel 0: provide every single one of the invoices that he's being paid, and he provides the receipts for he provides the receipts for expenses paid.\n\nChannel 1: okay.\n\nChannel 0: And that\n\nChannel 1: Okay.\n\nChannel 0: would be good. That would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG. It's not much different. His income is the invoices being paid and his expenses are the receipts that he has\n\nChannel 1: Okay.\n\nChannel 0: to\n\nChannel 1: I I'm\n\nChannel 0: pay\n\nChannel 1: just\n\nChannel 0: for.\n\nChannel 1: having a look look at it taxation estimate that he's put on here. I'm just having a look at one of them that have come through. Business item. Okay. It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation.\n\nOh, so he's he actually does have, like, a worksheet that he's working off to provide\n\nChannel 0: Perfect.\n\nChannel 1: them. So from the income generated to what he pays out for motor vehicle expenses and subcontractor commission help us, I suppose, anything. And then okay. Awesome. I've got those.\n\nI just quickly opened one just to have a look what I've got to work with.\n\nChannel 0: Perfect. What's that?\n\nChannel 1: Leave it with me. I will review his financials. I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down. I just need to jog my memory on what it was specifically okay. There we go.\n\nYes. So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials. I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions. And, hopefully, yeah, we can get those ticking along.\n\nChannel 0: Amazing.\n\nChannel 1: And I'll keep you and Caitlin updated as we go along. I've got Caden's email address. Did you want me to cc you in into the comms for Paul's claim\n\nChannel 0: If\n\nChannel 1: moving forward too? Have both of you on?\n\nChannel 0: if you can just cc in care, which is like care@safetyfinancial.com.au, that goes through k then I, so that's fine.\n\nChannel 1: Okay. Excellent. Care at\n\nChannel 0: Yes.\n\nChannel 1: financial oh, Oakview.\n\nChannel 0: At\n\nChannel 1: Sorry.\n\nChannel 0: oak\n\nChannel 1: Oakview. Yeah.\n\nChannel 0: yeah. Oakie financial dot com dot a u.\n\nChannel 1: Okay. Excellent. I've got both of them on there.\n\nChannel 0: Perfect. Amazing. Thank you so much.\n\nChannel 1: No worries. And we'll talk soon, and I'll keep you updated as I go along.\n\nChannel 0: Most certainly. Thank you, darling.\n\nChannel 1: Thanks, Harrison. You have a good evening. Bye.\n\nChannel 0: You too. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling MetLife Australia.","start":0.48,"end":2.5,"sentiment":"positive","sentiment_score":0.4292398641506831},{"text":"To help direct your call, please choose from the following options.","start":3.12,"end":6.42,"sentiment":"neutral","sentiment_score":0.19196056777780707},{"text":"If you're calling about an insurance application, please press 1.","start":7.52,"end":11.12,"sentiment":"neutral","sentiment_score":0.027702743746340276},{"text":"If you're calling about a claim, please press 2.","start":11.12,"end":13.94,"sentiment":"neutral","sentiment_score":0.005352716272075971},{"text":"For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes.","start":14.135,"end":25.195,"sentiment":"neutral","sentiment_score":-0.03940938315961672}],"sentiment":"neutral","sentiment_score":0.0695896864695064,"channel":1,"num_words":59,"start":0.48,"end":25.195},{"sentences":[{"text":"MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight.","start":25.975,"end":32.79,"sentiment":"neutral","sentiment_score":0.013830208778381347},{"text":"For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au.","start":33.329998,"end":44.664997,"sentiment":"neutral","sentiment_score":-0.004187868886881254},{"text":"Thank you.","start":45.364998,"end":46.085,"sentiment":"neutral","sentiment_score":0.20232124626636505},{"text":"We are transferring you now.","start":46.085,"end":47.704998,"sentiment":"neutral","sentiment_score":-0.01639203205704689},{"text":"All our representatives are currently on other calls.","start":52.245,"end":54.905,"sentiment":"neutral","sentiment_score":-0.1502374168485403}],"sentiment":"neutral","sentiment_score":-0.012188525306747147,"channel":1,"num_words":57,"start":25.975,"end":54.905},{"sentences":[{"text":"Please hold the line, and we will be with you as soon as possible.","start":55.31,"end":58.13,"sentiment":"neutral","sentiment_score":-0.07762942942125457},{"text":"You are the next caller in the queue.","start":58.75,"end":61.09,"sentiment":"neutral","sentiment_score":-0.042318446561694145},{"text":"Welcome to MetLife.","start":64.270004,"end":65.07,"sentiment":"neutral","sentiment_score":0.22030118107795715},{"text":"You're speaking with Steven.","start":65.07,"end":65.87,"sentiment":"neutral","sentiment_score":0.21831335872411728},{"text":"How can I help you today?","start":65.87,"end":67.065,"sentiment":"neutral","sentiment_score":0.27954036990801495}],"sentiment":"neutral","sentiment_score":0.05102970323392323,"channel":1,"num_words":35,"start":55.31,"end":67.065},{"sentences":[{"text":"Hi, Steven.","start":67.275,"end":68.075,"sentiment":"neutral","sentiment_score":0.14976535737514496},{"text":"My name is Larissa from Oakview Financial.","start":68.075,"end":69.595,"sentiment":"neutral","sentiment_score":0.14810679533651896},{"text":"How are you going?","start":69.595,"end":70.495,"sentiment":"neutral","sentiment_score":0.22026583552360535}],"sentiment":"neutral","sentiment_score":0.1705647403231034,"channel":0,"num_words":13,"start":67.275,"end":70.495},{"sentences":[{"text":"Hi.","start":70.585,"end":70.745,"sentiment":"neutral","sentiment_score":0.196996808052063},{"text":"Good day, Larissa.","start":70.745,"end":71.295006,"sentiment":"positive","sentiment_score":0.4009249210357666},{"text":"How about yourself?","start":71.295006,"end":72.285,"sentiment":"neutral","sentiment_score":0.29343900084495544}],"sentiment":"neutral","sentiment_score":0.3257269390991756,"channel":1,"num_words":7,"start":70.585,"end":72.285},{"sentences":[{"text":"Not bad.","start":72.89,"end":73.53,"sentiment":"neutral","sentiment_score":0.2673451453447342},{"text":"Thank you very much.","start":73.53,"end":74.59,"sentiment":"positive","sentiment_score":0.4796537235379219},{"text":"I was just calling.","start":75.369995,"end":76.329994,"sentiment":"neutral","sentiment_score":0.08749580197036266},{"text":"I was wanting to touch base with respect to a client's claim.","start":76.329994,"end":79.46999,"sentiment":"neutral","sentiment_score":0.05472620142002901},{"text":"I have a claim number if you're ready for it.","start":79.92999,"end":82.189995,"sentiment":"neutral","sentiment_score":0.0380023879930377}],"sentiment":"neutral","sentiment_score":0.12000083405291662,"channel":0,"num_words":32,"start":72.89,"end":82.189995},{"sentences":[{"text":"Yep.","start":82.0,"end":82.32,"sentiment":"neutral","sentiment_score":0.03660062700510025},{"text":"Go ahead.","start":82.32,"end":82.979996,"sentiment":"neutral","sentiment_score":0.027939890511333942}],"sentiment":"neutral","sentiment_score":0.03082680267592271,"channel":1,"num_words":3,"start":82.0,"end":82.979996},{"sentences":[{"text":"It's CUnderscore548851.","start":85.545006,"end":89.165,"sentiment":"neutral","sentiment_score":0.004637717647710815}],"sentiment":"neutral","sentiment_score":0.004637717647710815,"channel":0,"num_words":2,"start":85.545006,"end":89.165},{"sentences":[{"text":"K.","start":90.24,"end":90.74,"sentiment":"neutral","sentiment_score":-0.010713860392570496},{"text":"Bear with me one second.","start":90.88,"end":91.92,"sentiment":"neutral","sentiment_score":-0.056228474527597425},{"text":"I'll see if I can hunt this one down.","start":91.92,"end":93.615,"sentiment":"neutral","sentiment_score":-0.0669042236275143},{"text":"So I'm actually from the retail admin team.","start":93.854996,"end":96.655,"sentiment":"neutral","sentiment_score":-0.10885835252702236},{"text":"So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one.","start":96.655,"end":102.034996,"sentiment":"neutral","sentiment_score":-0.22045718288669983}],"sentiment":"neutral","sentiment_score":-0.15012411606755663,"channel":1,"num_words":47,"start":90.24,"end":102.034996},{"sentences":[{"text":"I think it's Jamie from my notes anyway.","start":102.12,"end":105.020004,"sentiment":"neutral","sentiment_score":-0.06747333845123649}],"sentiment":"neutral","sentiment_score":-0.06747333845123649,"channel":0,"num_words":8,"start":102.12,"end":105.020004},{"sentences":[{"text":"K.","start":105.534996,"end":105.774994,"sentiment":"neutral","sentiment_score":-0.03727366402745247},{"text":"So","start":105.774994,"end":106.015,"sentiment":"neutral","sentiment_score":-0.051471952348947525}],"sentiment":"neutral","sentiment_score":-0.0443728081882,"channel":1,"num_words":2,"start":105.534996,"end":106.015},{"sentences":[{"text":"It's 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I'm sure I'll find it, Jamie.","start":106.494995,"end":109.78,"sentiment":"neutral","sentiment_score":-0.04398356723998274},{"text":"Is it CUnderscore548851, was it?","start":110.24,"end":113.22,"sentiment":"neutral","sentiment_score":-0.022540248930454254}],"sentiment":"neutral","sentiment_score":-0.035048851277679205,"channel":1,"num_words":12,"start":106.494995,"end":113.22},{"sentences":[{"text":"Yes.","start":113.255005,"end":113.575005,"sentiment":"neutral","sentiment_score":0.007386753335595131},{"text":"Correct.","start":113.575005,"end":114.075005,"sentiment":"neutral","sentiment_score":-0.003079453483223915}],"sentiment":"neutral","sentiment_score":0.002153649926185608,"channel":0,"num_words":2,"start":113.255005,"end":114.075005},{"sentences":[{"text":"Okay.","start":114.32,"end":114.72,"sentiment":"neutral","sentiment_score":-0.05533185601234436},{"text":"It's not on that screen.","start":114.72,"end":115.84,"sentiment":"neutral","sentiment_score":-0.19480665028095245},{"text":"Let me just hunt down and look for another location for this one.","start":115.84,"end":118.74,"sentiment":"neutral","sentiment_score":-0.13209698234613126},{"text":"And is this claim specifically with MetLife, or is it through a Superfund?","start":125.345,"end":130.325,"sentiment":"neutral","sentiment_score":-0.027712906567523114}],"sentiment":"neutral","sentiment_score":-0.09709042697795667,"channel":1,"num_words":32,"start":114.32,"end":130.325},{"sentences":[{"text":"No.","start":131.27,"end":131.59,"sentiment":"neutral","sentiment_score":-0.2252279818058014},{"text":"It should be with MetLife.","start":131.59,"end":132.73,"sentiment":"neutral","sentiment_score":-0.13758236318826675}],"sentiment":"neutral","sentiment_score":-0.1521899662911892,"channel":0,"num_words":6,"start":131.27,"end":132.73},{"sentences":[{"text":"Okay.","start":134.73999,"end":135.23999,"sentiment":"neutral","sentiment_score":0.02706482633948326},{"text":"Alrighty.","start":136.34,"end":136.84,"sentiment":"neutral","sentiment_score":0.06217086315155029},{"text":"And can I please grab the client's name, the date of birth, and address, please?","start":136.9,"end":141.64,"sentiment":"neutral","sentiment_score":0.04489009554187457}],"sentiment":"neutral","sentiment_score":0.04485806603642071,"channel":1,"num_words":17,"start":134.73999,"end":141.64},{"sentences":[{"text":"Yeah.","start":141.845,"end":142.16501,"sentiment":"neutral","sentiment_score":0.028555721044540405},{"text":"Of course.","start":142.16501,"end":142.88501,"sentiment":"neutral","sentiment_score":0.03647650592029095},{"text":"It's Paul Kerin, k e, double k e r I n.","start":142.88501,"end":150.26,"sentiment":"neutral","sentiment_score":0.02557895171710036},{"text":"I always keep trying to do that.","start":150.26,"end":152.12,"sentiment":"neutral","sentiment_score":-0.042000780414257734},{"text":"Date of birth is 05/01/1982.","start":152.81999,"end":155.14,"sentiment":"neutral","sentiment_score":0.020292215794324876}],"sentiment":"neutral","sentiment_score":0.007320492994040251,"channel":0,"num_words":26,"start":141.845,"end":155.14},{"sentences":[{"text":"Address is 44 Hackier Avenue, Bell Rose,","start":155.14,"end":159.16,"sentiment":"neutral","sentiment_score":0.026377012687070028}],"sentiment":"neutral","sentiment_score":0.026377012687070028,"channel":0,"num_words":7,"start":155.14,"end":159.16},{"sentences":[{"text":"Yep.","start":159.395,"end":159.875,"sentiment":"neutral","sentiment_score":0.04024380445480347},{"text":"And just postcode as well, please?","start":159.875,"end":161.49501,"sentiment":"neutral","sentiment_score":0.03457340349753698}],"sentiment":"neutral","sentiment_score":0.03538346077714648,"channel":1,"num_words":7,"start":159.395,"end":161.49501},{"sentences":[{"text":"2085.","start":162.035,"end":163.095,"sentiment":"neutral","sentiment_score":0.005272697191685438}],"sentiment":"neutral","sentiment_score":0.005272697191685438,"channel":0,"num_words":1,"start":162.035,"end":163.095},{"sentences":[{"text":"K.","start":163.27,"end":163.59,"sentiment":"neutral","sentiment_score":0.01633952185511589},{"text":"Thank you.","start":163.59,"end":164.33,"sentiment":"neutral","sentiment_score":0.18273653090000153},{"text":"Was this only just recently submitted by any chance?","start":165.59,"end":167.85,"sentiment":"neutral","sentiment_score":-0.004192625275916523}],"sentiment":"neutral","sentiment_score":0.02867324634765585,"channel":1,"num_words":12,"start":163.27,"end":167.85},{"sentences":[{"text":"I don't think it was.","start":172.05,"end":174.06999,"sentiment":"neutral","sentiment_score":-0.23902466893196106},{"text":"I'm pretty sure it's been submitted for a bit, a couple of months.","start":174.37,"end":178.63,"sentiment":"neutral","sentiment_score":-0.20731463799109826}],"sentiment":"neutral","sentiment_score":-0.2161229799191157,"channel":0,"num_words":18,"start":172.05,"end":178.63},{"sentences":[{"text":"Okay.","start":178.965,"end":179.44499,"sentiment":"neutral","sentiment_score":0.021159578114748},{"text":"No problem at all.","start":179.44499,"end":180.165,"sentiment":"neutral","sentiment_score":0.10081043280661106},{"text":"I I have found a case number.","start":180.165,"end":183.44499,"sentiment":"neutral","sentiment_score":0.14715771909270967},{"text":"I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you.","start":183.44499,"end":189.285,"sentiment":"neutral","sentiment_score":0.1219814345240593},{"text":"Let's see who's there.","start":189.285,"end":190.345,"sentiment":"neutral","sentiment_score":0.05046708416193724}],"sentiment":"neutral","sentiment_score":0.1137778436144193,"channel":1,"num_words":36,"start":178.965,"end":190.345},{"sentences":[{"text":"Yeah.","start":189.985,"end":190.485,"sentiment":"neutral","sentiment_score":-0.056730031967163086}],"sentiment":"neutral","sentiment_score":-0.056730031967163086,"channel":0,"num_words":1,"start":189.985,"end":190.485},{"sentences":[{"text":"I can't find a Jamie, actually.","start":201.11,"end":202.62999,"sentiment":"neutral","sentiment_score":-0.15468848993380865},{"text":"Have you received correspondence in regards to this one previously?","start":202.62999,"end":205.29,"sentiment":"neutral","sentiment_score":-0.13135749101638794}],"sentiment":"neutral","sentiment_score":-0.1401066156104207,"channel":1,"num_words":16,"start":201.11,"end":205.29},{"sentences":[{"text":"I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling","start":205.92,"end":216.875,"sentiment":"neutral","sentiment_score":-0.12671026768106403}],"sentiment":"neutral","sentiment_score":-0.12671026768106403,"channel":0,"num_words":33,"start":205.92,"end":216.875},{"sentences":[{"text":"Okay.","start":216.875,"end":217.375,"sentiment":"neutral","sentiment_score":-0.015460088849067688}],"sentiment":"neutral","sentiment_score":-0.015460088849067688,"channel":1,"num_words":1,"start":216.875,"end":217.375},{"sentences":[{"text":"all my providers and getting a full fresh update on every single claim so I can make sure my files are","start":216.875,"end":221.535,"sentiment":"neutral","sentiment_score":0.0069157399591945464}],"sentiment":"neutral","sentiment_score":0.0069157399591945464,"channel":0,"num_words":21,"start":216.875,"end":221.535},{"sentences":[{"text":"Not a problem at all.","start":222.98,"end":223.7,"sentiment":"neutral","sentiment_score":-0.026389526575803755},{"text":"Okay.","start":223.7,"end":223.86,"sentiment":"neutral","sentiment_score":0.05810672417283058},{"text":"Okay.","start":223.86,"end":224.1,"sentiment":"neutral","sentiment_score":0.0748654305934906},{"text":"I have found a Jamie.","start":224.1,"end":225.14,"sentiment":"neutral","sentiment_score":0.099858458340168},{"text":"Just bear with me one second.","start":225.14,"end":226.1,"sentiment":"neutral","sentiment_score":0.057842835783958435}],"sentiment":"neutral","sentiment_score":0.047076323793994054,"channel":1,"num_words":18,"start":222.98,"end":226.1},{"sentences":[{"text":"I'll see if I can transfer you through.","start":226.1,"end":227.22,"sentiment":"neutral","sentiment_score":0.07022378640249372},{"text":"Okay?","start":227.22,"end":227.46,"sentiment":"neutral","sentiment_score":0.0454925037920475},{"text":"Won't be too","start":227.46,"end":227.94,"sentiment":"neutral","sentiment_score":0.00009401390949885051}],"sentiment":"neutral","sentiment_score":0.05063040306170782,"channel":1,"num_words":12,"start":226.1,"end":227.94},{"sentences":[{"text":"no.","start":227.93001,"end":228.17,"sentiment":"neutral","sentiment_score":-0.03721516951918602}],"sentiment":"neutral","sentiment_score":-0.03721516951918602,"channel":0,"num_words":1,"start":227.93001,"end":228.17},{"sentences":[{"text":"long.","start":227.94,"end":228.44,"sentiment":"neutral","sentiment_score":0.01966087892651558}],"sentiment":"neutral","sentiment_score":0.01966087892651558,"channel":1,"num_words":1,"start":227.94,"end":228.44},{"sentences":[{"text":"You're fine.","start":228.17,"end":228.65001,"sentiment":"neutral","sentiment_score":0.21141966432332993},{"text":"Thank you.","start":228.65001,"end":229.39,"sentiment":"positive","sentiment_score":0.38920988142490387}],"sentiment":"neutral","sentiment_score":0.3003147728741169,"channel":0,"num_words":4,"start":228.17,"end":229.39},{"sentences":[{"text":"Welcome to MetLife.","start":433.495,"end":434.455,"sentiment":"positive","sentiment_score":0.35215644041697186},{"text":"You're speaking with Jamie.","start":434.455,"end":435.595,"sentiment":"neutral","sentiment_score":0.2135833501815796}],"sentiment":"neutral","sentiment_score":0.2729718174253191,"channel":1,"num_words":7,"start":433.495,"end":435.595},{"sentences":[{"text":"Hi, Jamie.","start":436.26498,"end":436.985,"sentiment":"neutral","sentiment_score":0.2551530450582504},{"text":"Larissa from Oakview.","start":436.985,"end":437.945,"sentiment":"neutral","sentiment_score":0.26978161931037903},{"text":"How are you going?","start":437.945,"end":438.76498,"sentiment":"neutral","sentiment_score":0.3163979724049568}],"sentiment":"neutral","sentiment_score":0.2872492041852739,"channel":0,"num_words":9,"start":436.26498,"end":438.76498},{"sentences":[{"text":"I'm very good.","start":438.775,"end":439.335,"sentiment":"positive","sentiment_score":0.564109186331431},{"text":"Thank you.","start":439.335,"end":439.655,"sentiment":"positive","sentiment_score":0.5217767953872681},{"text":"How are you?","start":439.655,"end":440.555,"sentiment":"neutral","sentiment_score":0.29896793762842816}],"sentiment":"positive","sentiment_score":0.4540981203317642,"channel":1,"num_words":8,"start":438.775,"end":440.555},{"sentences":[{"text":"Good.","start":440.92,"end":441.32,"sentiment":"positive","sentiment_score":0.38778871297836304},{"text":"Thank you.","start":441.32,"end":442.06,"sentiment":"positive","sentiment_score":0.4874766618013382},{"text":"I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim.","start":442.12,"end":448.44,"sentiment":"neutral","sentiment_score":0.14176127432208313},{"text":"Claim number 548851.","start":448.44,"end":451.42,"sentiment":"neutral","sentiment_score":0.04657872517903646}],"sentiment":"neutral","sentiment_score":0.16783769696950912,"channel":0,"num_words":25,"start":440.92,"end":451.42},{"sentences":[{"text":"Ethan, thank you.","start":452.05,"end":453.01,"sentiment":"neutral","sentiment_score":0.2762825936079025},{"text":"I just I I I actually spoke to Acadian earlier today for this claim.","start":453.01,"end":458.71,"sentiment":"neutral","sentiment_score":0.039616878676627366},{"text":"So he's","start":458.77,"end":459.49,"sentiment":"neutral","sentiment_score":0.03706010989844799}],"sentiment":"neutral","sentiment_score":0.07671601589965193,"channel":1,"num_words":19,"start":452.05,"end":459.49},{"sentences":[{"text":"Bonnie","start":459.17502,"end":459.67502,"sentiment":"neutral","sentiment_score":0.051093690097332}],"sentiment":"neutral","sentiment_score":0.051093690097332,"channel":0,"num_words":1,"start":459.17502,"end":459.67502},{"sentences":[{"text":"under.","start":459.49,"end":459.99,"sentiment":"neutral","sentiment_score":0.029479555785655975}],"sentiment":"neutral","sentiment_score":0.029479555785655975,"channel":1,"num_words":1,"start":459.49,"end":459.99},{"sentences":[{"text":"As.","start":459.89502,"end":460.39502,"sentiment":"neutral","sentiment_score":0.12037818133831024},{"text":"Cool.","start":463.255,"end":463.755,"sentiment":"positive","sentiment_score":0.5100508332252502},{"text":"That's okay.","start":463.975,"end":464.535,"sentiment":"positive","sentiment_score":0.38286371529102325},{"text":"Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left.","start":464.535,"end":471.99002,"sentiment":"neutral","sentiment_score":0.07831358953433878},{"text":"And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date.","start":472.21002,"end":482.555,"sentiment":"neutral","sentiment_score":0.1312942596152425}],"sentiment":"neutral","sentiment_score":0.13080750576785352,"channel":0,"num_words":61,"start":459.89502,"end":482.555},{"sentences":[{"text":"So I spent the last two days just literally going through","start":482.555,"end":485.215,"sentiment":"neutral","sentiment_score":0.001948905939405615}],"sentiment":"neutral","sentiment_score":0.001948905939405615,"channel":0,"num_words":11,"start":482.555,"end":485.215},{"sentences":[{"text":"Everything.","start":486.37997,"end":486.87997,"sentiment":"neutral","sentiment_score":-0.01885009929537773}],"sentiment":"neutral","sentiment_score":-0.01885009929537773,"channel":1,"num_words":1,"start":486.37997,"end":486.87997},{"sentences":[{"text":"all 50 of my claims.","start":487.355,"end":488.555,"sentiment":"neutral","sentiment_score":-0.025114138424396516},{"text":"Yeah.","start":488.555,"end":488.795,"sentiment":"neutral","sentiment_score":-0.007960237562656403},{"text":"There's only 50 of them, so it's not too bad.","start":488.795,"end":490.795,"sentiment":"neutral","sentiment_score":-0.048697668500244616},{"text":"But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it.","start":490.795,"end":501.97998,"sentiment":"negative","sentiment_score":-0.3651428726666114},{"text":"I'm just going back to basics, and I'm calling all the providers.","start":501.97998,"end":504.72,"sentiment":"neutral","sentiment_score":-0.10742265948404868}],"sentiment":"neutral","sentiment_score":-0.23103930966387834,"channel":0,"num_words":62,"start":487.355,"end":504.72},{"sentences":[{"text":"And I know that Caden's been dealing with Paul over today as well because Paul's been emailing in.","start":505.905,"end":511.445,"sentiment":"neutral","sentiment_score":-0.03287804074999359},{"text":"But I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file.","start":512.625,"end":521.43005,"sentiment":"neutral","sentiment_score":0.045622429239653775}],"sentiment":"neutral","sentiment_score":0.016785521896518007,"channel":0,"num_words":49,"start":505.905,"end":521.43005},{"sentences":[{"text":"Yeah.","start":521.935,"end":522.175,"sentiment":"neutral","sentiment_score":0.0433153361082077},{"text":"Sure.","start":522.175,"end":522.675,"sentiment":"neutral","sentiment_score":0.04187798500061035}],"sentiment":"neutral","sentiment_score":0.04259666055440903,"channel":1,"num_words":2,"start":521.935,"end":522.675},{"sentences":[{"text":"I know the claims only been recently submitted, but where do things stand right now?","start":523.57,"end":530.77,"sentiment":"neutral","sentiment_score":-0.003827771047751109},{"text":"Are there any forms outstanding?","start":530.77,"end":532.125,"sentiment":"neutral","sentiment_score":-0.04560269713401795},{"text":"Is there anything we need to provide?","start":532.125,"end":533.66504,"sentiment":"neutral","sentiment_score":-0.03579011133738926},{"text":"Is it an assessment?","start":533.72504,"end":535.025,"sentiment":"neutral","sentiment_score":-0.03704281244426966},{"text":"Is there anything happening?","start":535.16504,"end":537.34503,"sentiment":"neutral","sentiment_score":-0.05316151585429907}],"sentiment":"neutral","sentiment_score":-0.02562223268406732,"channel":0,"num_words":35,"start":523.57,"end":537.34503},{"sentences":[{"text":"Okay.","start":538.21,"end":538.69,"sentiment":"neutral","sentiment_score":-0.004076138138771057},{"text":"At the moment where we are at the moment, I've got the financials from it was Kaden.","start":538.69,"end":544.31,"sentiment":"neutral","sentiment_score":-0.04762811739655102},{"text":"Sorry.","start":544.625,"end":544.945,"sentiment":"neutral","sentiment_score":-0.06244438886642456},{"text":"Yeah.","start":544.945,"end":545.02496,"sentiment":"neutral","sentiment_score":-0.025072606280446053},{"text":"I've","start":545.02496,"end":545.26495,"sentiment":"neutral","sentiment_score":-0.035988736897706985}],"sentiment":"neutral","sentiment_score":-0.044631422186891236,"channel":1,"num_words":21,"start":538.21,"end":545.26495},{"sentences":[{"text":"Yep.","start":545.18,"end":545.68,"sentiment":"neutral","sentiment_score":-0.01597435772418976}],"sentiment":"neutral","sentiment_score":-0.01597435772418976,"channel":0,"num_words":1,"start":545.18,"end":545.68},{"sentences":[{"text":"got the financials, and he's given me the medical Medicare records, which I need to review.","start":545.26495,"end":549.665,"sentiment":"neutral","sentiment_score":-0.05235915456432849},{"text":"They only came on Friday.","start":549.665,"end":550.785,"sentiment":"neutral","sentiment_score":-0.07707493901252746},{"text":"So I'll get to those soon.","start":550.785,"end":552.46497,"sentiment":"neutral","sentiment_score":-0.051860516890883446},{"text":"So from the financial side of things and Medicare records,","start":552.46497,"end":555.925,"sentiment":"neutral","sentiment_score":0.0014886494725942611}],"sentiment":"neutral","sentiment_score":-0.04106480472192571,"channel":1,"num_words":37,"start":545.26495,"end":555.925},{"sentences":[{"text":"Yep.","start":555.995,"end":556.495,"sentiment":"neutral","sentiment_score":0.03570517152547836}],"sentiment":"neutral","sentiment_score":0.03570517152547836,"channel":0,"num_words":1,"start":555.995,"end":556.495},{"sentences":[{"text":"I have got that.","start":556.46497,"end":558.52997,"sentiment":"neutral","sentiment_score":-0.002350327093154192},{"text":"I was to touch base support.","start":559.55,"end":561.14996,"sentiment":"neutral","sentiment_score":-0.04268099553883076},{"text":"It's been a hectic afternoon.","start":561.14996,"end":562.76996,"sentiment":"neutral","sentiment_score":-0.12020579278469086},{"text":"Actually, where is he based?","start":563.14996,"end":564.51,"sentiment":"neutral","sentiment_score":-0.01385019365698099},{"text":"He's New South Wales?","start":564.51,"end":565.73,"sentiment":"neutral","sentiment_score":0.007354875502642244}],"sentiment":"neutral","sentiment_score":-0.03776448799180798,"channel":1,"num_words":24,"start":556.46497,"end":565.73},{"sentences":[{"text":"Yeah.","start":565.835,"end":566.075,"sentiment":"neutral","sentiment_score":0.08114729821681976},{"text":"You can 100% give him a call.","start":566.075,"end":567.515,"sentiment":"neutral","sentiment_score":0.17935915291309357},{"text":"He literally","start":567.515,"end":568.075,"sentiment":"neutral","sentiment_score":0.05952007882297039}],"sentiment":"neutral","sentiment_score":0.14557015262544154,"channel":0,"num_words":10,"start":565.835,"end":568.075},{"sentences":[{"text":"Yeah.","start":568.02997,"end":568.52997,"sentiment":"neutral","sentiment_score":0.10201767086982728}],"sentiment":"neutral","sentiment_score":0.10201767086982728,"channel":1,"num_words":1,"start":568.02997,"end":568.52997},{"sentences":[{"text":"emailed me in two minutes ago.","start":568.075,"end":569.775,"sentiment":"neutral","sentiment_score":0.1469841922322909}],"sentiment":"neutral","sentiment_score":0.1469841922322909,"channel":0,"num_words":6,"start":568.075,"end":569.775},{"sentences":[{"text":"Okay.","start":570.02997,"end":570.525,"sentiment":"positive","sentiment_score":0.4841432273387909},{"text":"Perfect.","start":570.765,"end":571.16504,"sentiment":"positive","sentiment_score":0.7109367251396179},{"text":"So I I'm still on at the moment, so I will touch base with him.","start":571.16504,"end":574.86505,"sentiment":"positive","sentiment_score":0.35056557357311247},{"text":"The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery.","start":575.16504,"end":586.47003,"sentiment":"neutral","sentiment_score":0.017120799479576256},{"text":"So I just wanted to see where he was in terms of if he's still remaining with that.","start":586.47003,"end":590.23004,"sentiment":"neutral","sentiment_score":0.08249867624706692}],"sentiment":"neutral","sentiment_score":0.11630068794899695,"channel":1,"num_words":74,"start":570.02997,"end":590.23004},{"sentences":[{"text":"Is there been any, you know, progress from that, or is he going down the surgery route?","start":590.23004,"end":594.57,"sentiment":"neutral","sentiment_score":-0.009364937925163437}],"sentiment":"neutral","sentiment_score":-0.009364937925163437,"channel":1,"num_words":17,"start":590.23004,"end":594.57},{"sentences":[{"text":"Yep.","start":594.805,"end":595.305,"sentiment":"neutral","sentiment_score":0.10020729899406432}],"sentiment":"neutral","sentiment_score":0.10020729899406432,"channel":0,"num_words":1,"start":594.805,"end":595.305},{"sentences":[{"text":"That was my reason for my call to him.","start":595.51,"end":597.765,"sentiment":"neutral","sentiment_score":0.06784965967138608},{"text":"So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself.","start":598.645,"end":612.68,"sentiment":"neutral","sentiment_score":-0.06601480317435095},{"text":"Sorry.","start":612.74,"end":613.06,"sentiment":"neutral","sentiment_score":-0.21610194444656372},{"text":"I just my system just froze on me for a second, and I'm","start":613.06,"end":616.82,"sentiment":"negative","sentiment_score":-0.33672135036725265}],"sentiment":"neutral","sentiment_score":-0.1085060460910458,"channel":1,"num_words":58,"start":595.51,"end":616.82},{"sentences":[{"text":"You're okay.","start":616.755,"end":617.495,"sentiment":"neutral","sentiment_score":0.14377880096435547}],"sentiment":"neutral","sentiment_score":0.14377880096435547,"channel":0,"num_words":2,"start":616.755,"end":617.495},{"sentences":[{"text":"it's just great 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doing.","start":628.185,"end":628.825,"sentiment":"neutral","sentiment_score":0.1341799944639206},{"text":"So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another","start":628.825,"end":642.17,"sentiment":"neutral","sentiment_score":0.05976958594778005}],"sentiment":"neutral","sentiment_score":0.0658028623139536,"channel":1,"num_words":37,"start":628.185,"end":642.17},{"sentences":[{"text":"Yeah.","start":641.90497,"end":642.40497,"sentiment":"neutral","sentiment_score":0.04905303567647934}],"sentiment":"neutral","sentiment_score":0.04905303567647934,"channel":0,"num_words":1,"start":641.90497,"end":642.40497},{"sentences":[{"text":"just so we can roll that 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review,","start":686.065,"end":690.245,"sentiment":"neutral","sentiment_score":0.057989836856722835}],"sentiment":"neutral","sentiment_score":-0.027183959260582924,"channel":1,"num_words":18,"start":681.95996,"end":690.245},{"sentences":[{"text":"Cool.","start":690.685,"end":691.185,"sentiment":"neutral","sentiment_score":0.2628672420978546}],"sentiment":"neutral","sentiment_score":0.2628672420978546,"channel":0,"num_words":1,"start":690.685,"end":691.185},{"sentences":[{"text":"I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery.","start":690.865,"end":704.8,"sentiment":"neutral","sentiment_score":0.1344019843886296},{"text":"And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on 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assess.","start":786.685,"end":793.02496,"sentiment":"neutral","sentiment_score":0.07408297197385268},{"text":"He's a sole trader, so he is his business.","start":793.08496,"end":796.55,"sentiment":"neutral","sentiment_score":0.031378874762190714}],"sentiment":"neutral","sentiment_score":0.056010354549074784,"channel":0,"num_words":39,"start":783.00494,"end":796.55},{"sentences":[{"text":"So kinda subcontracts his services to bigger companies.","start":797.265,"end":800.885,"sentiment":"neutral","sentiment_score":0.021711016073822975},{"text":"So he's paid direct in hand.","start":801.105,"end":802.74,"sentiment":"neutral","sentiment_score":0.09084135914842288},{"text":"So he will have a profit and loss statement for his sole trading business.","start":802.74,"end":806.60004,"sentiment":"neutral","sentiment_score":0.13788579776883125}],"sentiment":"neutral","sentiment_score":0.09461205186588424,"channel":1,"num_words":28,"start":797.265,"end":806.60004},{"sentences":[{"text":"He he he works through an ABN, basically.","start":806.93,"end":809.25,"sentiment":"neutral","sentiment_score":0.05863438406959176},{"text":"So he just he never went to a company structure.","start":809.25,"end":812.135,"sentiment":"neutral","sentiment_score":-0.06526383981108666},{"text":"He's just he's a sole trader on like, as what he does.","start":812.275,"end":815.655,"sentiment":"neutral","sentiment_score":-0.03111004487921794},{"text":"So, basically, he just direct invoices people.","start":815.79504,"end":818.29504,"sentiment":"neutral","sentiment_score":-0.06487528128283364},{"text":"I don't even think he's big enough to have a profit and loss, to be completely honest.","start":818.835,"end":822.375,"sentiment":"negative","sentiment_score":-0.40210488087990703}],"sentiment":"neutral","sentiment_score":-0.1453109964452408,"channel":0,"num_words":54,"start":806.93,"end":822.375},{"sentences":[{"text":"His profit and loss is his tax return.","start":823.44,"end":825.45996,"sentiment":"neutral","sentiment_score":-0.19147175177931786}],"sentiment":"neutral","sentiment_score":-0.19147175177931786,"channel":0,"num_words":8,"start":823.44,"end":825.45996},{"sentences":[{"text":"Okay.","start":826.755,"end":827.255,"sentiment":"neutral","sentiment_score":-0.03899426758289337},{"text":"I wonder how he gets paid then, how we can see 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servicing.","start":830.63995,"end":840.355,"sentiment":"neutral","sentiment_score":-0.04886310440129959}],"sentiment":"neutral","sentiment_score":-0.04886310440129959,"channel":0,"num_words":26,"start":830.63995,"end":840.355},{"sentences":[{"text":"okay.","start":841.92,"end":842.42,"sentiment":"neutral","sentiment_score":0.015633245930075645},{"text":"So invoices, and then he would have to subtract the expenses.","start":842.995,"end":846.995,"sentiment":"neutral","sentiment_score":-0.008706870234825394},{"text":"I wonder what he does for his tech summary for the end of the year.","start":846.995,"end":850.595,"sentiment":"neutral","sentiment_score":0.018200019747018813},{"text":"I suppose he'll just input it in","start":850.595,"end":852.45496,"sentiment":"neutral","sentiment_score":0.028091209807566235}],"sentiment":"neutral","sentiment_score":0.011455777594271828,"channel":1,"num_words":34,"start":841.92,"end":852.45496},{"sentences":[{"text":"Basically, he would just 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being paid, and he provides the receipts for he provides the receipts for expenses paid.","start":854.35,"end":863.33,"sentiment":"neutral","sentiment_score":0.05204745288938284}],"sentiment":"neutral","sentiment_score":0.05204745288938284,"channel":0,"num_words":24,"start":854.35,"end":863.33},{"sentences":[{"text":"okay.","start":863.97,"end":864.47,"sentiment":"neutral","sentiment_score":0.1611601710319519}],"sentiment":"neutral","sentiment_score":0.1611601710319519,"channel":1,"num_words":1,"start":863.97,"end":864.47},{"sentences":[{"text":"And that","start":864.45496,"end":864.855,"sentiment":"neutral","sentiment_score":0.2169078066945076}],"sentiment":"neutral","sentiment_score":0.2169078066945076,"channel":0,"num_words":2,"start":864.45496,"end":864.855},{"sentences":[{"text":"Okay.","start":864.76996,"end":865.26996,"sentiment":"neutral","sentiment_score":0.3071805238723755}],"sentiment":"neutral","sentiment_score":0.3071805238723755,"channel":1,"num_words":1,"start":864.76996,"end":865.26996},{"sentences":[{"text":"would be good.","start":864.855,"end":865.33496,"sentiment":"positive","sentiment_score":0.39044400056203205},{"text":"That would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG.","start":865.33496,"end":871.035,"sentiment":"neutral","sentiment_score":0.046801601010172264},{"text":"It's not much different.","start":871.57495,"end":873.83496,"sentiment":"neutral","sentiment_score":-0.020647177356295288},{"text":"His income is the invoices being paid and his expenses are the receipts that he has","start":874.055,"end":881.6,"sentiment":"neutral","sentiment_score":0.032098275260068476}],"sentiment":"neutral","sentiment_score":0.058233750427303756,"channel":0,"num_words":46,"start":864.855,"end":881.6},{"sentences":[{"text":"Okay.","start":881.39996,"end":881.8,"sentiment":"neutral","sentiment_score":-0.002839582972228527}],"sentiment":"neutral","sentiment_score":-0.002839582972228527,"channel":1,"num_words":1,"start":881.39996,"end":881.8},{"sentences":[{"text":"to","start":881.6,"end":882.1,"sentiment":"neutral","sentiment_score":-0.024526840075850487}],"sentiment":"neutral","sentiment_score":-0.024526840075850487,"channel":0,"num_words":1,"start":881.6,"end":882.1},{"sentences":[{"text":"I I'm","start":881.8,"end":882.36,"sentiment":"neutral","sentiment_score":-0.05757078155875206}],"sentiment":"neutral","sentiment_score":-0.05757078155875206,"channel":1,"num_words":2,"start":881.8,"end":882.36},{"sentences":[{"text":"pay","start":882.24,"end":882.4,"sentiment":"neutral","sentiment_score":-0.07154613733291626}],"sentiment":"neutral","sentiment_score":-0.07154613733291626,"channel":0,"num_words":1,"start":882.24,"end":882.4},{"sentences":[{"text":"just","start":882.36,"end":882.6,"sentiment":"neutral","sentiment_score":-0.06484813988208771}],"sentiment":"neutral","sentiment_score":-0.06484813988208771,"channel":1,"num_words":1,"start":882.36,"end":882.6},{"sentences":[{"text":"for.","start":882.4,"end":882.9,"sentiment":"neutral","sentiment_score":-0.04542868584394455}],"sentiment":"neutral","sentiment_score":-0.04542868584394455,"channel":0,"num_words":1,"start":882.4,"end":882.9},{"sentences":[{"text":"having a look look at it taxation estimate that he's put on here.","start":882.6,"end":887.48,"sentiment":"neutral","sentiment_score":-0.050101322623399586},{"text":"I'm just having a look at one of them that have come through.","start":887.48,"end":890.37994,"sentiment":"neutral","sentiment_score":0.007975892271273412},{"text":"Business item.","start":895.065,"end":896.125,"sentiment":"neutral","sentiment_score":0.0017039444064721465},{"text":"Okay.","start":896.185,"end":896.425,"sentiment":"neutral","sentiment_score":0.01995820924639702},{"text":"It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation.","start":896.425,"end":907.54,"sentiment":"neutral","sentiment_score":0.010693742260627914}],"sentiment":"neutral","sentiment_score":-0.005049333627608095,"channel":1,"num_words":53,"start":882.6,"end":907.54},{"sentences":[{"text":"Oh, so he's he actually does have, like, a worksheet that he's working off to 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go.","start":957.915,"end":958.62,"sentiment":"neutral","sentiment_score":0.05017550786336263}],"sentiment":"neutral","sentiment_score":0.052604953137536846,"channel":1,"num_words":54,"start":932.71,"end":958.62},{"sentences":[{"text":"Yes.","start":962.06,"end":962.3,"sentiment":"neutral","sentiment_score":0.13943257927894592},{"text":"So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials.","start":962.3,"end":970.8,"sentiment":"neutral","sentiment_score":0.13953735650731966},{"text":"I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions.","start":970.86,"end":976.045,"sentiment":"neutral","sentiment_score":0.15278082030514875},{"text":"And, hopefully, yeah, we can get those ticking 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fine.","start":991.705,"end":998.205,"sentiment":"neutral","sentiment_score":0.04460724843665957}],"sentiment":"neutral","sentiment_score":0.04460724843665957,"channel":0,"num_words":20,"start":991.705,"end":998.205},{"sentences":[{"text":"Okay.","start":998.51996,"end":998.92,"sentiment":"neutral","sentiment_score":0.17341303825378418},{"text":"Excellent.","start":998.92,"end":999.42,"sentiment":"neutral","sentiment_score":0.3029649555683136},{"text":"Care at","start":999.935,"end":1001.055,"sentiment":"neutral","sentiment_score":0.0891735702753067}],"sentiment":"neutral","sentiment_score":0.1636812835931778,"channel":1,"num_words":4,"start":998.51996,"end":1001.055},{"sentences":[{"text":"Yes.","start":1001.0,"end":1001.5,"sentiment":"neutral","sentiment_score":0.0647079199552536}],"sentiment":"neutral","sentiment_score":0.0647079199552536,"channel":0,"num_words":1,"start":1001.0,"end":1001.5},{"sentences":[{"text":"financial oh, 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darling.","start":1022.529,"end":1023.589,"sentiment":"positive","sentiment_score":0.8222858905792236}],"sentiment":"positive","sentiment_score":0.6724779486656189,"channel":0,"num_words":5,"start":1021.16895,"end":1023.589},{"sentences":[{"text":"Thanks, Harrison.","start":1023.81,"end":1024.63,"sentiment":"positive","sentiment_score":0.7701302468776703},{"text":"You have a good evening.","start":1024.77,"end":1025.75,"sentiment":"positive","sentiment_score":0.7034793257713318},{"text":"Bye.","start":1025.81,"end":1026.31,"sentiment":"positive","sentiment_score":0.3546292781829834}],"sentiment":"positive","sentiment_score":0.6765358000993729,"channel":1,"num_words":8,"start":1023.81,"end":1026.31},{"sentences":[{"text":"You 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Paul Karen's previous claim was recently submitted and the TDR is needed to confirm treatment options. The speakers discuss the process of sending a short TDR to the GP and the possibility of a treatment option. Financial records are provided and updates are promised."},"intents":{"segments":[{"text":"We are transferring you now. All our representatives are currently on other calls. Please hold the line, and we will be with you as soon as possible. You are the next caller in the queue. Welcome to MetLife.","start_word":103,"end_word":140,"intents":[{"intent":"Transfer call","confidence_score":0.5243113}]},{"text":"I was wanting to touch base with respect to a client's claim. I have a claim number if you're ready for it. Yep. Go ahead.","start_word":181,"end_word":205,"intents":[{"intent":"Touch base","confidence_score":0.018314792}]},{"text":"I have a claim number if you're ready for it.","start_word":193,"end_word":202,"intents":[{"intent":"Find claim number","confidence_score":0.5085897}]},{"text":"And is this claim specifically with MetLife, or is it through a Superfund? No.","start_word":305,"end_word":318,"intents":[{"intent":"Resolve claim issue","confidence_score":0.015754795}]},{"text":"Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left. And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date.","start_word":629,"end_word":685,"intents":[{"intent":"Check and update claim files","confidence_score":0.000002949025}]},{"text":"I've Yep. got the financials, and he's given me the medical Medicare records, which I need to review. They only came on Friday.","start_word":866,"end_word":888,"intents":[{"intent":"Provide and review medical records","confidence_score":0.008626135}]},{"text":"Is there been any, you know, progress from that, or is he going down the surgery route? Yep.","start_word":1021,"end_word":1038,"intents":[{"intent":"Check status","confidence_score":0.004545152}]},{"text":"basically make sure that the what he's claiming for is not directly correlated to the exclusion? Yes.","start_word":1108,"end_word":1124,"intents":[{"intent":"Confirm coverage coverage","confidence_score":0.001534719}]},{"text":"So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another Yeah.","start_word":1132,"end_word":1166,"intents":[{"intent":"Send tdr","confidence_score":0.34377804}]},{"text":"obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming Yeah.","start_word":1189,"end_word":1212,"intents":[{"intent":"Confirm injury","confidence_score":0.040823266}]},{"text":"I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery. And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it. Yeah.","start_word":1304,"end_word":1368,"intents":[{"intent":"Provide information","confidence_score":0.00222301}]},{"text":"He's he's self employed as a sole trader. So his his personal income tax returns is all you're gonna get because there is no company to be able to assess.","start_word":1570,"end_word":1599,"intents":[{"intent":"Evaluate sole trader's income tax return","confidence_score":0.0007837971}]},{"text":"I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down.","start_word":1990,"end_word":2018,"intents":[{"intent":"Discuss treatment options","confidence_score":0.022699218}]}]},"sentiments":{"segments":[{"text":"Thank you for calling MetLife Australia.","start_word":0,"end_word":5,"sentiment":"positive","sentiment_score":0.4314982891082764},{"text":"To help direct your call, please choose from the following options. If you're calling about an insurance application, please press 1. If you're calling about a claim, please press 2. For all other inquiries or if you're unsure which op Please note this call will be recorded for quality, training, and assurance purposes. MetLife is committed to protecting your privacy and handling personal information in accordance with the privacy act nineteen eighty eight. For information on MetLife's privacy policy, such as how we collect, use, handle, and disclose personal information, visit our website at www.netlife.com.au. Thank you. We are transferring you now. All our representatives are currently on other calls. Please hold the line, and we will be with you as soon as possible. You are the next caller in the queue. Welcome to MetLife. You're speaking with Steven. How can I help you today? Hi, Steven. My name is Larissa from Oakview Financial. How are you going? Hi.","start_word":6,"end_word":164,"sentiment":"neutral","sentiment_score":0.035056304186582565},{"text":"Good day, Larissa.","start_word":165,"end_word":167,"sentiment":"positive","sentiment_score":0.3804661631584167},{"text":"How about yourself? Not bad.","start_word":168,"end_word":172,"sentiment":"neutral","sentiment_score":0.27183666825294495},{"text":"Thank you very much.","start_word":173,"end_word":176,"sentiment":"positive","sentiment_score":0.48282334208488464},{"text":"I was just calling. I was wanting to touch base with respect to a client's claim. I have a claim number if you're ready for it. Yep. Go ahead. It's CUnderscore548851. K. Bear with me one second. I'll see if I can hunt this one down. So I'm actually from the retail admin team. So I have very limited visibility on the claim side of things, but I'll see if I can figure out who's got this one. I think it's Jamie from my notes anyway. K. So It's not it's names c anything. Underscore I'm sure I'll find it, Jamie. Is it CUnderscore548851, was it? Yes. Correct. Okay. It's not on that screen. Let me just hunt down and look for another location for this one. And is this claim specifically with MetLife, or is it through a Superfund? No. It should be with MetLife. Okay. Alrighty. And can I please grab the client's name, the date of birth, and address, please? Yeah. Of course. It's Paul Kerin, k e, double k e r I n. I always keep trying to do that. Date of birth is 05/01/1982. Address is 44 Hackier Avenue, Bell Rose, Yep. And just postcode as well, please? 2085. K. Thank you. Was this only just recently submitted by any chance? I don't think it was. I'm pretty sure it's been submitted for a bit, a couple of months. Okay. No problem at all. I I have found a case number. I'm just trying to see who's got this allocation at the moment, but I'll quickly find this Jamie for you. Let's see who's there. Yeah. I can't find a Jamie, actually. Have you received correspondence in regards to this one previously? I've only just taken over the claim, to be completely honest with you, who the person that was dealing with the claim previously left, and I am going through and just basically calling all Okay. my providers and getting a full fresh update on every single claim so I can make sure my files are Not a problem at all. Okay. Okay. I have found a Jamie. Just bear with me one second. I'll see if I can transfer you through. Okay? Won't be too no. long. You're fine.","start_word":177,"end_word":552,"sentiment":"neutral","sentiment_score":-0.029601362031052247},{"text":"Thank you. Welcome to MetLife.","start_word":553,"end_word":557,"sentiment":"positive","sentiment_score":0.3606075048446655},{"text":"You're speaking with Jamie. Hi, Jamie. Larissa from Oakview. How are you going?","start_word":558,"end_word":570,"sentiment":"neutral","sentiment_score":0.26160046458244324},{"text":"I'm very good. Thank you.","start_word":571,"end_word":575,"sentiment":"positive","sentiment_score":0.544245719909668},{"text":"How are you?","start_word":576,"end_word":578,"sentiment":"neutral","sentiment_score":0.2956041097640991},{"text":"Good. Thank you.","start_word":579,"end_word":581,"sentiment":"positive","sentiment_score":0.4413544237613678},{"text":"I was just calling to touch base and talk about my client, Paul Karen, with regards to his claim. Claim number 548851. Ethan, thank you. I just I I I actually spoke to Acadian earlier today for this claim. So he's Bonnie under. As.","start_word":582,"end_word":625,"sentiment":"neutral","sentiment_score":0.10749890028753065},{"text":"Cool. That's okay.","start_word":626,"end_word":628,"sentiment":"positive","sentiment_score":0.4175871312618256},{"text":"Kate and I are both trying to, like, Madison, who was previously working claim claims, like, left. And so both of us are just trying to, like, get on top of all the claims and just wrap our heads around everything and just make sure that we have all of our files, obviously, totally up to date. So I spent the last two days just literally going through Everything. all 50 of my claims. Yeah. There's only 50 of them, so it's not too bad.","start_word":629,"end_word":713,"sentiment":"neutral","sentiment_score":0.06444036960601807},{"text":"But we're in the middle of a CRM change at the same time, so it's been a freaking nightmare across two different systems, amalgamating everything, and I just turned around and went, screw it.","start_word":714,"end_word":747,"sentiment":"negative","sentiment_score":-0.36979326605796814},{"text":"I'm just going back to basics, and I'm calling all the providers. And I know that Caden's been dealing with Paul over today as well because Paul's been emailing in. But I guess from a even though you've spoken to Caden, if you can, just so I can make sure that I'm all good with everything that's going across the file. Yeah. Sure. I know the claims only been recently submitted, but where do things stand right now? Are there any forms outstanding? Is there anything we need to provide? Is it an assessment? Is there anything happening? Okay. At the moment where we are at the moment, I've got the financials from it was Kaden. Sorry. Yeah. I've Yep. got the financials, and he's given me the medical Medicare records, which I need to review. They only came on Friday. So I'll get to those soon. So from the financial side of things and Medicare records, Yep. I have got that. I was to touch base support. It's been a hectic afternoon. Actually, where is he based? He's New South Wales? Yeah. You can 100% give him a call. He literally Yeah. emailed me in two minutes ago.","start_word":748,"end_word":946,"sentiment":"neutral","sentiment_score":-0.011335471897718295},{"text":"Okay. Perfect. So I I'm still on at the moment, so I will touch base with him.","start_word":947,"end_word":963,"sentiment":"positive","sentiment_score":0.4005981981754303},{"text":"The the reason for my call was just to purely see what treatment option he was going down because at the at the moment, he was gonna do the conserve conservative with the least option of going to surgery. So I just wanted to see where he was in terms of if he's still remaining with that. Is there been any, you know, progress from that, or is he going down the surgery route? Yep. That was my reason for my call to him. So we did we have requested just a minor TDR straight to the GP, and it's just for our due diligence just because we are aware that there is an exclusion on his cover itself. Sorry. I just my system just froze on me for a second, and I'm You're okay.","start_word":964,"end_word":1098,"sentiment":"neutral","sentiment_score":-0.02925994992256165},{"text":"it's just great timing.","start_word":1099,"end_word":1102,"sentiment":"positive","sentiment_score":0.4463825523853302},{"text":"And you just wanna Yeah. basically make sure that the what he's claiming for is not directly correlated to the exclusion? Yes. That's correct. Exactly Yep. what I'm doing. So just for our due diligence, we're just gonna we're sending a short TDR to the GP, which we're organizing just to, you know, confirm that it's nowhere directly directly related to one another Yeah. just so we can roll that out Yep. just because it is the event had occurred from a chiropractor appointment. So, Yeah. obviously, the neck placement, whatever adjustments had happened to his neck at the chiropractor had aggravated his his now injury that he's claiming Yeah. for. So we're just making sure we're just crossing our t's, dotting our i's by just sending there. It's just a small one. Just a couple of questions for the doctors to comment on, and I believe that that he's had the same GP as well over the course of time, which makes things Makes way things more easier. easier. Yeah. Yeah. Instead of chopping and changing between two different doctors, Yeah. that gets difficult. So those are the requirements. So since your financials and Medicare records, which I'll review, Cool. I'll give Paul a quick call just to get that information about which option he's going with, how he's responding with the conservative treatment, or if he's opting for surgery. And then just a a TDR that I've sent to the GP just to answer those questions regarding his lower back to his now injury just to give those their medical opinion on it. Yeah. 100%.","start_word":1103,"end_word":1369,"sentiment":"neutral","sentiment_score":0.016773246047313742},{"text":"Amazing. Cool.","start_word":1370,"end_word":1371,"sentiment":"positive","sentiment_score":0.5273433923721313},{"text":"I know that he's itching to get things rolling, so he'd be very keen to get your call today because medical expenses are kind of eating in, and he's been out of work for nearly two months. So he is very, very raring to go, which is definitely not on you because you've only just gotten all of the details and you still don't have any of the you don't have all of them either. And he was explained that claims do take time, and the sooner you get the documents in, the sooner it will get it done. But, you know, you've dealt with claims so far, so you know what it's like. Yeah. No. Definitely. I wish it was just a straightforward process, but, unfortunately, with income protection and being self employed, self employed always has its longer Yes. issues. And I'm just wondering if I did manage to put that on the welcome letter. I'm just having a quick look through everything that I've got. Welcome to the I can't see the receipt sent through. So I've got the individual tax returns. Did he send through his company? Because he is No. self employed. He's he's self employed as a sole trader. So his his personal income tax returns is all you're gonna get because there is no company to be able to assess. He's a sole trader, so he is his business. So kinda subcontracts his services to bigger companies. So he's paid direct in hand. So he will have a profit and loss statement for his sole trading business. He he he works through an ABN, basically. So he just he never went to a company structure. He's just he's a sole trader on like, as what he does. So, basically, he just direct invoices people.","start_word":1372,"end_word":1672,"sentiment":"neutral","sentiment_score":-0.023058822978770613},{"text":"I don't even think he's big enough to have a profit and loss, to be completely honest.","start_word":1673,"end_word":1689,"sentiment":"negative","sentiment_score":-0.4141826033592224},{"text":"His profit and loss is his tax return. Okay. I wonder how he gets paid then, how we can see his It generated it it'd be it'd be invoices, so he'd have like, he'd he'd issue invoices to clients or whatever you wanna call them to whoever he's servicing. okay. So invoices, and then he would have to subtract the expenses. I wonder what he does for his tech summary for the end of the year. I suppose he'll just input it in Basically, he would just he to would to provide every single one of the invoices that he's being paid, and he provides the receipts for he provides the receipts for expenses paid. okay. And that Okay.","start_word":1690,"end_word":1808,"sentiment":"neutral","sentiment_score":-0.0013095673639327288},{"text":"would be good.","start_word":1809,"end_word":1811,"sentiment":"positive","sentiment_score":0.3707616329193115},{"text":"That would it it it it basically, a sole trader works pretty much the same as what you and I do with PAYG. It's not much different. His income is the invoices being paid and his expenses are the receipts that he has Okay. to I I'm pay just for. having a look look at it taxation estimate that he's put on here. I'm just having a look at one of them that have come through. Business item. Okay. It looks like actually, there's some details that we've got in here regarding his income that was generated to the business income, subcontractor superannuation. Oh, so he's he actually does have, like, a worksheet that he's working off to Perfect. provide them. So from the income generated to what he pays out for motor vehicle expenses and subcontractor commission help us, I suppose, anything. And then okay.","start_word":1812,"end_word":1957,"sentiment":"neutral","sentiment_score":0.023456358363571232},{"text":"Awesome. I've got those.","start_word":1958,"end_word":1961,"sentiment":"positive","sentiment_score":0.5332686305046082},{"text":"I just quickly opened one just to have a look what I've got to work with.","start_word":1962,"end_word":1977,"sentiment":"neutral","sentiment_score":0.2912474274635315},{"text":"Perfect.","start_word":1978,"end_word":1978,"sentiment":"positive","sentiment_score":0.38618239760398865},{"text":"What's that? Leave it with me. I will review his financials. I'll give Paul a quick call after our phone call just to have a just to have that quick conversation about how regarding treatment option that he's going down. I just need to jog my memory on what it was specifically okay. There we go. Yes. So I I will give Paul a call just to hopefully, he's a bit back from you guys and just say that I've received your financials. I've got the Medicare records, and I'll give them an update in terms of the information coming through and then ask them those questions. And, hopefully, yeah, we can get those ticking along.","start_word":1979,"end_word":2094,"sentiment":"neutral","sentiment_score":0.11352591961622238},{"text":"Amazing. And I'll keep you and Caitlin updated as we go along.","start_word":2095,"end_word":2106,"sentiment":"positive","sentiment_score":0.4590187668800354},{"text":"I've got Caden's email address. Did you want me to cc you in into the comms for Paul's claim If moving forward too? Have both of you on? if you can just cc in care, which is like care@safetyfinancial.com.au, that goes through k then I, so that's fine. Okay. Excellent. Care at Yes. financial oh, Oakview. At Sorry. oak Oakview. Yeah. yeah. Oakie financial dot com dot a u.","start_word":2107,"end_word":2175,"sentiment":"neutral","sentiment_score":0.05507059395313263},{"text":"Okay. Excellent. I've got both of them on there. Perfect. Amazing. Thank you so much. No worries. And we'll talk soon, and I'll keep you updated as I go along. Most certainly. Thank you, darling. Thanks, Harrison. You have a good evening. Bye.","start_word":2176,"end_word":2218,"sentiment":"positive","sentiment_score":0.6245311498641968},{"text":"You too. Bye.","start_word":2219,"end_word":2221,"sentiment":"neutral","sentiment_score":0.23843441903591156}],"average":{"sentiment":"neutral","sentiment_score":0.032340192287843475}}}}