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Is that right? Wow. And how long ago was the TPD claim process for you? That that's okay. Expected. Yeah. That's okay. I'm just having a quick look at your file. So it looks like we didn't process that claim at all for you. Is this something that you've done with aware or yep. That's okay. That's okay. It's honestly not a problem at all. So the benefit you would have received is a process from the claim there. Now are you needing to kind of withdraw any of the funds at the moment, or what's your circumstances look like at the moment? Yes. Right. Yes. Yes. No. Absolutely. If you're able just to hold off on sort of withdrawing at the moment just because when you're under the age of 60, I don't know if this was just kind of made mention of this at all. Sorry. 61. Beautiful. Beautiful. So that kinda changes things for you. And you're on work cover at the moment. So you're not physically working at the moment? No. That's okay. Beautiful. Because when you I'm just trying to have pulling up your phone. Sorry. My computer's a little bit slow. But when you're under 60, they do unfortunately charge tax on the withdrawal amount. But if you do need to withdraw some money out of the super, you absolutely can. For us to be able to help you and kind of work out, and we can provide advice and sort of help you along to make sure this is all looked after correctly. I just need to, organize and get a new third party authority on the Aware account because ours has, expired now. If I can get that signed and sent back, we can have that applied to the account, and we can do a bit of research around what they've got, how much they've got. And then I can do some advice to help you along if you like, work out how we withdraw the funds, what we do with the money, how we kind of help you moving forward to make sure you've got income, and possibly even look at consolidating. And we might even be able to claim, like, it's for the reasons PPD. We might even be able to look at other claims that we might be able to help you with. So are you okay if we do that little bit of research first and then come back and have a bit more of a conversation around what your needs and goals are with regards to that? Yes? Yes. Perfect. In the meantime, if you do have to take a little bit of money out of the aware, because you're over 60, the amount is isn't there's no tax on the the TPD claim pulling some money out. Our team can absolutely assist you with doing so. We just need to get our third party authority reapplied to the account. But did you need to kind of withdraw any money now to help you along or to to pay the solicitor upfront? Or Yep. Okay. Okay. Okay. Yeah. That's absolutely fine. Yep. That's okay. That's not a problem at all. Did you want me to help you organize a bit of money to come at now, If you like, what I was probably thinking about doing so I can really have a good conversation with you and we can do the research in advance is I was looking at maybe having a chat maybe next Wednesday or Thursday if you're available to, once we've kinda got the research from the fund, then we can have a really good look at what everything looks like. And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along. Does that work for you? Or if it doesn't, that's okay. I can that's okay. You're alright. I've got next Wednesday afternoon between two between one and four available, or I've got next Thursday between ten and twelve. That's okay. That's okay. I've got between 10AM and well, I can even do 10AM to 1PM depending on your availability. Yeah. Or I do have the afternoon available Thursday between three and five. Yes. Yeah. Yes. Absolutely. I can pop it in there for you, Kate. We'll just go and make sure we get that rescheduled, and I'll get Michelle to send out a third party authority to you today. That way we can get that sent. It can all be electronically signed, which is great. I'll get her to make sure the ID and everything is updated on file. Anything she needs to get that third party authority signed, I'll get her to give you a call once she sent it to you so we can get it signed and applied to the account, and then we'll pull up with the where and make sure it gets applied straight away. I'll do some research with them prior to the call, and then you and I can have a really good chat around, you know, what your circumstances are, what your goals are, what you need money wise, and what we're looking at. And we can work out, you know, how we help you to get some funds out to cover the bills, but also what we need to do advice wise to help you along. Okay? Yeah. That's okay. I'm it's it's great that you've got that, Margaret. I'm so sorry. You've gone through everything. Yeah. It's kind of a catch 22 insurances to get the claim. It's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through. So yeah. Yeah. All good. Is there anything else that you might need while you've got me here? Anything else you can think of you might need from us in the meantime? Or Yeah. I will help you. Yeah. Yeah. Yeah. Yeah. That's absolutely fine. That's absolutely fine. I'll do what I can now in between now and Thursday. In the meantime, if anything comes up that you just wanna have a chat or you think of something else you wanna ask me or, you know, if something else comes up and you need assistance straight away, call us, and Michelle will organize for me to take the call if I'm available, or I'll call you back straight away. And in the meantime, I'll get that research completed for you, and we'll have a really good chat on Thursday and work out what we can do to help you. Okay? Oh, thank you for calling, Kate. I hope you have a good day. Thanks. I'll talk to you soon. Thanks. 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Good afternoon, Kate. This is Dana. How are you this afternoon? I'm very well.\n\nThank you. Michelle, just give me a bit of a rundown. You've received a lump sum benefit from a TPD claim. Is that right? Wow.\n\nAnd how long ago was the TPD claim process for you? That that's okay. Expected. Yeah. That's okay.\n\nI'm just having a quick look at your file. So it looks like we didn't process that claim at all for you. Is this something that you've done with aware or yep. That's okay. That's okay.\n\nIt's honestly not a problem at all. So the benefit you would have received is a process from the claim there. Now are you needing to kind of withdraw any of the funds at the moment, or what's your circumstances look like at the moment? Yes. Right.\n\nYes. Yes. No. Absolutely. If you're able just to hold off on sort of withdrawing at the moment just because when you're under the age of 60, I don't know if this was just kind of made mention of this at all.\n\nSorry. 61. Beautiful. Beautiful. So that kinda changes things for you.\n\nAnd you're on work cover at the moment. So you're not physically working at the moment? No. That's okay. Beautiful.\n\nBecause when you I'm just trying to have pulling up your phone. Sorry. My computer's a little bit slow. But when you're under 60, they do unfortunately charge tax on the withdrawal amount. But if you do need to withdraw some money out of the super, you absolutely can.\n\nFor us to be able to help you and kind of work out, and we can provide advice and sort of help you along to make sure this is all looked after correctly. I just need to, organize and get a new third party authority on the Aware account because ours has, expired now. If I can get that signed and sent back, we can have that applied to the account, and we can do a bit of research around what they've got, how much they've got. And then I can do some advice to help you along if you like, work out how we withdraw the funds, what we do with the money, how we kind of help you moving forward to make sure you've got income, and possibly even look at consolidating. And we might even be able to claim, like, it's for the reasons PPD.\n\nWe might even be able to look at other claims that we might be able to help you with. So are you okay if we do that little bit of research first and then come back and have a bit more of a conversation around what your needs and goals are with regards to that? Yes? Yes. Perfect.\n\nIn the meantime, if you do have to take a little bit of money out of the aware, because you're over 60, the amount is isn't there's no tax on the the TPD claim pulling some money out. Our team can absolutely assist you with doing so. We just need to get our third party authority reapplied to the account. But did you need to kind of withdraw any money now to help you along or to to pay the solicitor upfront? Or Yep.\n\nOkay. Okay. Okay. Yeah. That's absolutely fine.\n\nYep. That's okay. That's not a problem at all. Did you want me to help you organize a bit of money to come at now, If you like, what I was probably thinking about doing so I can really have a good conversation with you and we can do the research in advance is I was looking at maybe having a chat maybe next Wednesday or Thursday if you're available to, once we've kinda got the research from the fund, then we can have a really good look at what everything looks like. And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along.\n\nDoes that work for you? Or if it doesn't, that's okay. I can that's okay. You're alright. I've got next Wednesday afternoon between two between one and four available, or I've got next Thursday between ten and twelve.\n\nThat's okay. That's okay. I've got between 10AM and well, I can even do 10AM to 1PM depending on your availability. Yeah. Or I do have the afternoon available Thursday between three and five.\n\nYes. Yeah. Yes. Absolutely. I can pop it in there for you, Kate.\n\nWe'll just go and make sure we get that rescheduled, and I'll get Michelle to send out a third party authority to you today. That way we can get that sent. It can all be electronically signed, which is great. I'll get her to make sure the ID and everything is updated on file. Anything she needs to get that third party authority signed, I'll get her to give you a call once she sent it to you so we can get it signed and applied to the account, and then we'll pull up with the where and make sure it gets applied straight away.\n\nI'll do some research with them prior to the call, and then you and I can have a really good chat around, you know, what your circumstances are, what your goals are, what you need money wise, and what we're looking at. And we can work out, you know, how we help you to get some funds out to cover the bills, but also what we need to do advice wise to help you along. Okay? Yeah. That's okay.\n\nI'm it's it's great that you've got that, Margaret. I'm so sorry. You've gone through everything. Yeah. It's kind of a catch 22 insurances to get the claim.\n\nIt's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through. So yeah. Yeah. All good. Is there anything else that you might need while you've got me here?\n\nAnything else you can think of you might need from us in the meantime? Or Yeah. I will help you. Yeah. Yeah.\n\nYeah. Yeah. That's absolutely fine. That's absolutely fine. I'll do what I can now in between now and Thursday.\n\nIn the meantime, if anything comes up that you just wanna have a chat or you think of something else you wanna ask me or, you know, if something else comes up and you need assistance straight away, call us, and Michelle will organize for me to take the call if I'm available, or I'll call you back straight away. And in the meantime, I'll get that research completed for you, and we'll have a really good chat on Thursday and work out what we can do to help you. Okay? Oh, thank you for calling, Kate. I hope you have a good day.\n\nThanks. I'll talk to you soon. Thanks. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.68,"end":1.92,"sentiment":"neutral","sentiment_score":0.20910584926605225},{"text":"Good afternoon, Kate.","start":1.92,"end":2.8,"sentiment":"positive","sentiment_score":0.3894565800825755},{"text":"This is Dana.","start":2.8,"end":3.4399998,"sentiment":"positive","sentiment_score":0.35525741179784137},{"text":"How are you this afternoon?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.36812939643859866},{"text":"I'm very well.","start":7.04,"end":8.16,"sentiment":"positive","sentiment_score":0.6358556350072225}],"sentiment":"positive","sentiment_score":0.41276411414146424,"num_words":15,"start":1.68,"end":8.16},{"sentences":[{"text":"Thank you.","start":8.16,"end":8.9,"sentiment":"positive","sentiment_score":0.6436327695846558},{"text":"Michelle, just give me a bit of a rundown.","start":8.96,"end":10.559999,"sentiment":"neutral","sentiment_score":0.06826151203778055},{"text":"You've received a lump 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moment?","start":51.425,"end":58.46,"sentiment":"neutral","sentiment_score":-0.04523885444117089},{"text":"Yes.","start":62.84,"end":63.34,"sentiment":"neutral","sentiment_score":-0.013025090098381042},{"text":"Right.","start":73.015,"end":73.515,"sentiment":"neutral","sentiment_score":-0.035241324454545975}],"sentiment":"neutral","sentiment_score":0.046789908860909175,"num_words":47,"start":45.024998,"end":73.515},{"sentences":[{"text":"Yes.","start":82.07,"end":82.57,"sentiment":"neutral","sentiment_score":-0.11051997542381288},{"text":"Yes.","start":91.125,"end":91.445,"sentiment":"neutral","sentiment_score":-0.10917358100414276},{"text":"No.","start":91.445,"end":91.765,"sentiment":"neutral","sentiment_score":-0.24600745737552643},{"text":"Absolutely.","start":91.765,"end":92.265,"sentiment":"neutral","sentiment_score":-0.08442317694425583},{"text":"If you're able just to hold off on sort of withdrawing at the moment just because when you're under the age of 60, I don't know if this was just kind of made mention of this at all.","start":93.685,"end":102.505005,"sentiment":"neutral","sentiment_score":-0.047048454074875304}],"sentiment":"neutral","sentiment_score":-0.05566584394269046,"num_words":42,"start":82.07,"end":102.505005},{"sentences":[{"text":"Sorry.","start":102.565,"end":103.065,"sentiment":"neutral","sentiment_score":-0.03222452849149704},{"text":"61.","start":103.54,"end":104.18,"sentiment":"neutral","sentiment_score":0.04340554028749466},{"text":"Beautiful.","start":104.18,"end":104.68,"sentiment":"positive","sentiment_score":0.5051792860031128},{"text":"Beautiful.","start":104.82,"end":105.22,"sentiment":"positive","sentiment_score":0.530354917049408},{"text":"So that kinda changes things for you.","start":105.22,"end":107.22,"sentiment":"positive","sentiment_score":0.37626505749566214}],"sentiment":"positive","sentiment_score":0.33459732884710486,"num_words":11,"start":102.565,"end":107.22},{"sentences":[{"text":"And you're on work cover at the moment.","start":107.22,"end":108.74,"sentiment":"neutral","sentiment_score":0.05594405415467918},{"text":"So you're not physically working at the moment?","start":108.74,"end":110.84,"sentiment":"neutral","sentiment_score":-0.013830122305080295},{"text":"No.","start":112.18,"end":112.42,"sentiment":"neutral","sentiment_score":-0.04529745131731033},{"text":"That's okay.","start":112.42,"end":113.06,"sentiment":"neutral","sentiment_score":0.0577831193804741},{"text":"Beautiful.","start":113.06,"end":113.54,"sentiment":"positive","sentiment_score":0.4303598403930664}],"sentiment":"neutral","sentiment_score":0.041877004131674764,"num_words":20,"start":107.22,"end":113.54},{"sentences":[{"text":"Because when you I'm just trying to have pulling up your phone.","start":113.54,"end":115.54,"sentiment":"neutral","sentiment_score":0.08972629842658837},{"text":"Sorry.","start":115.54,"end":115.78,"sentiment":"neutral","sentiment_score":-0.02954611554741859},{"text":"My computer's a little bit slow.","start":115.78,"end":117.375,"sentiment":"neutral","sentiment_score":-0.1418424335618814},{"text":"But when you're under 60, they do unfortunately charge tax on the withdrawal amount.","start":117.535,"end":122.495,"sentiment":"neutral","sentiment_score":-0.07024111784994602},{"text":"But if you do need to withdraw some money out of the super, you absolutely can.","start":122.495,"end":126.115,"sentiment":"neutral","sentiment_score":0.13002511765807867}],"sentiment":"neutral","sentiment_score":0.026390634629191185,"num_words":49,"start":113.54,"end":126.115},{"sentences":[{"text":"For us to be able to help you and kind of work out, and we can provide advice and sort of help you along to make sure this is all looked after correctly.","start":126.815,"end":133.86,"sentiment":"neutral","sentiment_score":0.23539451171051373},{"text":"I just need to, organize and get a new third party authority on the Aware account because ours has, expired now.","start":134.64,"end":143.22,"sentiment":"neutral","sentiment_score":0.04763244056985492},{"text":"If I can get that signed and sent back, we can have that applied to the account, and we can do a bit of research around what they've got, how much they've got.","start":143.775,"end":151.555,"sentiment":"neutral","sentiment_score":0.09842593403476657},{"text":"And then I can do some advice to help you along if you like, work out how we withdraw the funds, what we do with the money, how we kind of help you moving forward to make sure you've got income, and possibly even look at consolidating.","start":151.61499,"end":163.53,"sentiment":"neutral","sentiment_score":0.24121704602495153},{"text":"And we might even be able to claim, like, it's for the reasons PPD.","start":163.67,"end":166.81,"sentiment":"neutral","sentiment_score":0.18223083125693457}],"sentiment":"neutral","sentiment_score":0.17503235650223656,"num_words":148,"start":126.815,"end":166.81},{"sentences":[{"text":"We might even be able to look at other claims that we might be able to help you with.","start":166.87,"end":170.325,"sentiment":"neutral","sentiment_score":0.2529120507993196},{"text":"So are you okay if we do that little bit of research first and then come back and have a bit more of a conversation around what your needs and goals are with regards to that?","start":170.565,"end":180.425,"sentiment":"neutral","sentiment_score":0.17648342344909906},{"text":"Yes?","start":181.36499,"end":181.86499,"sentiment":"positive","sentiment_score":0.4680889844894409},{"text":"Yes.","start":182.66,"end":182.9,"sentiment":"positive","sentiment_score":0.5739527940750122},{"text":"Perfect.","start":182.9,"end":183.3,"sentiment":"positive","sentiment_score":0.6449297666549683}],"sentiment":"neutral","sentiment_score":0.22147765094093208,"num_words":58,"start":166.87,"end":183.3},{"sentences":[{"text":"In the meantime, if you do have to take a little bit of money out of the aware, because you're over 60, the amount is isn't there's no tax on the the TPD claim pulling some money out.","start":183.3,"end":193.8,"sentiment":"neutral","sentiment_score":0.09787148198014811},{"text":"Our team can absolutely assist you with doing so.","start":194.18,"end":196.58,"sentiment":"positive","sentiment_score":0.45813989639282227},{"text":"We just need to get our third party authority reapplied to the account.","start":196.58,"end":199.88501,"sentiment":"neutral","sentiment_score":0.10877317304794605},{"text":"But did you need to kind of withdraw any money now to help you along or to to pay the solicitor upfront?","start":199.88501,"end":206.545,"sentiment":"neutral","sentiment_score":0.024854783646085045},{"text":"Or Yep.","start":206.765,"end":214.8,"sentiment":"neutral","sentiment_score":0.02398646343499422}],"sentiment":"neutral","sentiment_score":0.1172762476129546,"num_words":84,"start":183.3,"end":214.8},{"sentences":[{"text":"Okay.","start":220.54001,"end":221.04001,"sentiment":"neutral","sentiment_score":-0.026845933869481087},{"text":"Okay.","start":223.355,"end":223.855,"sentiment":"neutral","sentiment_score":-0.04835793375968933},{"text":"Okay.","start":226.475,"end":226.975,"sentiment":"neutral","sentiment_score":0.021930046379566193},{"text":"Yeah.","start":234.65,"end":235.13,"sentiment":"neutral","sentiment_score":0.10945484042167664},{"text":"That's absolutely fine.","start":235.13,"end":236.51,"sentiment":"neutral","sentiment_score":0.25618969400723773}],"sentiment":"neutral","sentiment_score":0.11782144302768367,"num_words":7,"start":220.54001,"end":236.51},{"sentences":[{"text":"Yep.","start":238.89,"end":239.39,"sentiment":"neutral","sentiment_score":0.1567569375038147},{"text":"That's okay.","start":239.45,"end":240.17,"sentiment":"neutral","sentiment_score":0.24402879178524017},{"text":"That's not a problem at all.","start":240.17,"end":241.85,"sentiment":"positive","sentiment_score":0.36375156541665393},{"text":"Did you want me to help you organize a bit of money to come at now, If you like, what I was probably thinking about doing so I can really have a good conversation with you and we can do the research in advance is I was looking at maybe having a chat maybe next Wednesday or Thursday if you're available to, once we've kinda got the research from the fund, then we can have a really good look at what everything looks like.","start":241.85,"end":263.93,"sentiment":"neutral","sentiment_score":0.13736907964838402},{"text":"And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along.","start":263.93,"end":275.075,"sentiment":"neutral","sentiment_score":0.16492191404104234}],"sentiment":"neutral","sentiment_score":0.1576180689148885,"num_words":133,"start":238.89,"end":275.075},{"sentences":[{"text":"Does that work for you?","start":275.075,"end":276.435,"sentiment":"neutral","sentiment_score":0.11949753761291504},{"text":"Or if it doesn't, that's okay.","start":276.435,"end":277.955,"sentiment":"neutral","sentiment_score":-0.01126377253482739},{"text":"I can that's okay.","start":277.955,"end":282.535,"sentiment":"neutral","sentiment_score":0.017158894799649715},{"text":"You're alright.","start":283.315,"end":284.055,"sentiment":"neutral","sentiment_score":0.08735210448503494},{"text":"I've got next Wednesday afternoon between two between one and four available, or I've got next Thursday between ten and twelve.","start":289.33,"end":300.875,"sentiment":"neutral","sentiment_score":0.017333381676248143}],"sentiment":"neutral","sentiment_score":0.029927522532249753,"num_words":38,"start":275.075,"end":300.875},{"sentences":[{"text":"That's okay.","start":307.575,"end":308.395,"sentiment":"neutral","sentiment_score":-0.11809596791863441},{"text":"That's okay.","start":322.07,"end":322.81003,"sentiment":"neutral","sentiment_score":-0.0008005117997527122},{"text":"I've got between 10AM and well, I can even do 10AM to 1PM depending on your availability.","start":325.99503,"end":332.33502,"sentiment":"neutral","sentiment_score":0.028202077812131715},{"text":"Yeah.","start":336.23502,"end":336.73502,"sentiment":"neutral","sentiment_score":0.03035738691687584},{"text":"Or I do have the afternoon available Thursday between three and five.","start":337.11502,"end":345.59,"sentiment":"neutral","sentiment_score":0.012271705083549023}],"sentiment":"neutral","sentiment_score":0.0123311826849685,"num_words":34,"start":307.575,"end":345.59},{"sentences":[{"text":"Yes.","start":346.37,"end":346.87,"sentiment":"neutral","sentiment_score":0.03567575290799141},{"text":"Yeah.","start":349.81,"end":350.31,"sentiment":"neutral","sentiment_score":0.04589652270078659},{"text":"Yes.","start":351.88998,"end":352.37,"sentiment":"neutral","sentiment_score":0.2549031674861908},{"text":"Absolutely.","start":352.37,"end":352.87,"sentiment":"positive","sentiment_score":0.4704418182373047},{"text":"I can pop it in there for you, Kate.","start":353.33,"end":355.34998,"sentiment":"positive","sentiment_score":0.442689898941252}],"sentiment":"positive","sentiment_score":0.3685481809079647,"num_words":13,"start":346.37,"end":355.34998},{"sentences":[{"text":"We'll just go and make sure we get that rescheduled, and I'll get Michelle to send out a third party authority to you today.","start":355.925,"end":361.525,"sentiment":"positive","sentiment_score":0.37377061136066914},{"text":"That way we can get that sent.","start":361.525,"end":362.88498,"sentiment":"positive","sentiment_score":0.4262829635824476},{"text":"It can all be electronically signed, which is great.","start":362.88498,"end":365.38498,"sentiment":"positive","sentiment_score":0.5935103827052646},{"text":"I'll get her to make sure the ID and everything is updated on file.","start":366.005,"end":369.125,"sentiment":"neutral","sentiment_score":0.3120342173746654},{"text":"Anything she needs to get that third party authority signed, I'll get her to give you a call once she sent it to you so we can get it signed and applied to the account, and then we'll pull up with the where and make sure it gets applied straight away.","start":369.125,"end":380.71,"sentiment":"neutral","sentiment_score":0.25849613810286803}],"sentiment":"neutral","sentiment_score":0.3318842947483063,"num_words":105,"start":355.925,"end":380.71},{"sentences":[{"text":"I'll do some research with them prior to the call, and then you and I can have a really good chat around, you know, what your circumstances are, what your goals are, what you need money wise, and what we're looking at.","start":381.25,"end":390.765,"sentiment":"neutral","sentiment_score":0.20704005977937154},{"text":"And we can work out, you know, how we help you to get some funds out to cover the bills, but also what we need to do advice wise to help you along.","start":391.145,"end":398.925,"sentiment":"neutral","sentiment_score":0.2550418394984621},{"text":"Okay?","start":399.065,"end":399.565,"sentiment":"neutral","sentiment_score":0.17213456332683563},{"text":"Yeah.","start":401.21,"end":401.71,"sentiment":"positive","sentiment_score":0.4195502996444702},{"text":"That's okay.","start":402.57,"end":403.55,"sentiment":"neutral","sentiment_score":0.23127058893442154}],"sentiment":"neutral","sentiment_score":0.22995302854459496,"num_words":79,"start":381.25,"end":403.55},{"sentences":[{"text":"I'm it's it's great that you've got that, Margaret.","start":403.61,"end":405.85,"sentiment":"positive","sentiment_score":0.6427866187360551},{"text":"I'm so sorry.","start":405.85,"end":406.49,"sentiment":"neutral","sentiment_score":-0.30279600123564404},{"text":"You've gone through everything.","start":406.49,"end":407.63,"sentiment":"neutral","sentiment_score":-0.2865580804646015},{"text":"Yeah.","start":409.93,"end":410.16998,"sentiment":"neutral","sentiment_score":-0.004092603921890259},{"text":"It's kind of a catch 22 insurances to get the claim.","start":410.16998,"end":413.21,"sentiment":"neutral","sentiment_score":-0.14069875204851004}],"sentiment":"neutral","sentiment_score":0.07781001309298777,"num_words":28,"start":403.61,"end":413.21},{"sentences":[{"text":"It's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through.","start":413.21,"end":418.315,"sentiment":"neutral","sentiment_score":-0.27483524903655054},{"text":"So yeah.","start":418.315,"end":419.775,"sentiment":"neutral","sentiment_score":0.03357834555208683},{"text":"Yeah.","start":420.155,"end":420.655,"sentiment":"neutral","sentiment_score":0.2153017669916153},{"text":"All good.","start":421.51498,"end":422.175,"sentiment":"positive","sentiment_score":0.42834848165512085},{"text":"Is there anything else that you might need while you've got me here?","start":422.955,"end":426.07498,"sentiment":"neutral","sentiment_score":0.08206452085421635}],"sentiment":"neutral","sentiment_score":-0.08659765232158334,"num_words":38,"start":413.21,"end":426.07498},{"sentences":[{"text":"Anything else you can think of you might need from us in the meantime?","start":426.07498,"end":429.59,"sentiment":"neutral","sentiment_score":0.045068220634545596},{"text":"Or Yeah.","start":429.59,"end":443.785,"sentiment":"neutral","sentiment_score":-0.09504557773470879},{"text":"I will help you.","start":444.32498,"end":445.705,"sentiment":"neutral","sentiment_score":-0.027321958914399147},{"text":"Yeah.","start":446.245,"end":446.745,"sentiment":"neutral","sentiment_score":-0.015558373183012009},{"text":"Yeah.","start":454.58002,"end":455.08002,"sentiment":"neutral","sentiment_score":-0.10471243411302568}],"sentiment":"neutral","sentiment_score":0.009604785930026661,"num_words":22,"start":426.07498,"end":455.08002},{"sentences":[{"text":"Yeah.","start":460.42,"end":460.92,"sentiment":"neutral","sentiment_score":0.006884898990392685},{"text":"Yeah.","start":463.06,"end":463.56,"sentiment":"neutral","sentiment_score":0.05278432369232178},{"text":"That's absolutely fine.","start":469.47498,"end":471.495,"sentiment":"neutral","sentiment_score":0.13546360035737356},{"text":"That's absolutely fine.","start":471.955,"end":473.255,"sentiment":"neutral","sentiment_score":0.19325696925322214},{"text":"I'll do what I can now in between now and Thursday.","start":473.555,"end":476.215,"sentiment":"neutral","sentiment_score":0.14103123952041974}],"sentiment":"neutral","sentiment_score":0.1366933982231115,"num_words":19,"start":460.42,"end":476.215},{"sentences":[{"text":"In the meantime, if anything comes up that you just wanna have a chat or you think of something else you wanna ask me or, you know, if something else comes up and you need assistance straight away, call us, and Michelle will organize for me to take the call if I'm available, or I'll call you back straight away.","start":476.51498,"end":490.8,"sentiment":"neutral","sentiment_score":0.10234799993534884},{"text":"And in the meantime, I'll get that research completed for you, and we'll have a really good chat on Thursday and work out what we can do to help you.","start":491.18,"end":498.755,"sentiment":"neutral","sentiment_score":0.21364962582786878},{"text":"Okay?","start":498.755,"end":499.255,"sentiment":"neutral","sentiment_score":0.17473816871643066},{"text":"Oh, thank you for calling, Kate.","start":501.95502,"end":503.635,"sentiment":"positive","sentiment_score":0.8134412368138632},{"text":"I hope you have a good day.","start":503.635,"end":505.255,"sentiment":"positive","sentiment_score":0.7640028042452676}],"sentiment":"neutral","sentiment_score":0.22070936529109111,"num_words":104,"start":476.51498,"end":505.255},{"sentences":[{"text":"Thanks.","start":507.78293,"end":508.18292,"sentiment":"positive","sentiment_score":0.7176946401596069},{"text":"I'll talk to you soon.","start":508.18292,"end":509.4829,"sentiment":"positive","sentiment_score":0.5438546121120453},{"text":"Thanks.","start":511.22293,"end":511.72293,"sentiment":"positive","sentiment_score":0.6437581181526184},{"text":"Bye.","start":511.94293,"end":512.44293,"sentiment":"neutral","sentiment_score":-0.11494391411542892}],"sentiment":"positive","sentiment_score":0.49572273809462786,"num_words":8,"start":507.78293,"end":512.44293}]}}]},{"alternatives":[{"transcript":"I'm good. Thank you. How are you? That's right. Yeah. I don't know. Maybe. I don't know. It took away less time than I expected. So No. Because I didn't know that you could do that. And I went through a solicitor which was really dumb. But Well, firstly, I need to pay the solicitor. But, also, I'm looking because I'm on work cover. I haven't been able to restructure my home loan, and I'm hoping to pay some of that down and then be able to go to the banks and say, well, you know, that work cover claim is ongoing. Can I renegotiate? Because I'm paying a high interest on it. So I'm just trying to sort my life out. It's a mess. No. I'm six I'm 60 one. Yep. No. Mhmm. Yep. Mhmm. Yeah. That would, yeah, that would be great. Thank you. Sure. Well, I will need some of that to pay the solicitor. It's just I've just gotta look at my finances and see what I need to get to top it up because I don't have enough in the bank to pay the whole thing. So well, I do, but I don't I need I need a buffer. Otherwise, I won't sleep at night. So yes. Yeah. Yes. No. That will be fine. Just give me one second. When were you thinking? Sorry. I'm just I've tried to put you on speaker, and I can't really hear you. Sorry. What time did you say on Thursday? On Thursday. I can't do the three and five, but I could maybe do eleven or something like that on Thursday. That's the thirtieth. Yeah. Yes. Mhmm. Okay. That sounds great. Thank you. This hasn't been fun. Yeah. Yeah. Yep. I no. I don't think so. I've been trying to get all my life sorted out. I'm not very good at it. But I need to just start chipping away and not overwhelm myself thinking I can fix everything in five minutes because that stops me doing anything at all. So I need to try and find a way to just do little bits and get some wins and then go from there. So if I can get that happening, yes, I will be leaning on you until yeah. Yeah. Okay. Mhmm. Beautiful. Alright. No worries. Okay. Thank you. You too. Okay. Thank you. 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good. Thank you. How are you? That's right. Yeah.\n\nI don't know. Maybe. I don't know. It took away less time than I expected. So No.\n\nBecause I didn't know that you could do that. And I went through a solicitor which was really dumb. But Well, firstly, I need to pay the solicitor. But, also, I'm looking because I'm on work cover. I haven't been able to restructure my home loan, and I'm hoping to pay some of that down and then be able to go to the banks and say, well, you know, that work cover claim is ongoing.\n\nCan I renegotiate? Because I'm paying a high interest on it. So I'm just trying to sort my life out. It's a mess. No.\n\nI'm six I'm 60 one. Yep. No. Mhmm. Yep.\n\nMhmm. Yeah. That would, yeah, that would be great. Thank you. Sure.\n\nWell, I will need some of that to pay the solicitor. It's just I've just gotta look at my finances and see what I need to get to top it up because I don't have enough in the bank to pay the whole thing. So well, I do, but I don't I need I need a buffer. Otherwise, I won't sleep at night. So yes.\n\nYeah. Yes. No. That will be fine. Just give me one second.\n\nWhen were you thinking? Sorry. I'm just I've tried to put you on speaker, and I can't really hear you. Sorry. What time did you say on Thursday?\n\nOn Thursday. I can't do the three and five, but I could maybe do eleven or something like that on Thursday. That's the thirtieth. Yeah. Yes.\n\nMhmm. Okay. That sounds great. Thank you. This hasn't been fun.\n\nYeah. Yeah. Yep. I no. I don't think so.\n\nI've been trying to get all my life sorted out. I'm not very good at it. But I need to just start chipping away and not overwhelm myself thinking I can fix everything in five minutes because that stops me doing anything at all. So I need to try and find a way to just do little bits and get some wins and then go from there. So if I can get that happening, yes, I will be leaning on you until yeah.\n\nYeah. Okay. Mhmm. Beautiful. Alright.\n\nNo worries. Okay. Thank you. You too. Okay.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"I'm good.","start":5.04,"end":5.52,"sentiment":"positive","sentiment_score":0.6244873702526093},{"text":"Thank you.","start":5.52,"end":5.92,"sentiment":"positive","sentiment_score":0.6809844076633453},{"text":"How are you?","start":5.92,"end":6.74,"sentiment":"positive","sentiment_score":0.4006982247034709},{"text":"That's right.","start":14.985001,"end":15.705,"sentiment":"neutral","sentiment_score":0.08792698010802269},{"text":"Yeah.","start":15.705,"end":16.205,"sentiment":"neutral","sentiment_score":0.06514575332403183}],"sentiment":"positive","sentiment_score":0.4054037943482399,"num_words":10,"start":5.04,"end":16.205},{"sentences":[{"text":"I don't know.","start":22.585,"end":23.725,"sentiment":"neutral","sentiment_score":-0.10263581325610478},{"text":"Maybe.","start":24.985,"end":25.485,"sentiment":"neutral","sentiment_score":-0.07321799546480179},{"text":"I don't know.","start":26.22,"end":26.779999,"sentiment":"neutral","sentiment_score":-0.15854382514953613},{"text":"It took away less time than I expected.","start":26.779999,"end":29.68,"sentiment":"neutral","sentiment_score":-0.32980962470173836},{"text":"So No.","start":30.7,"end":36.46,"sentiment":"neutral","sentiment_score":-0.08465821668505669}],"sentiment":"neutral","sentiment_score":-0.21556178480386734,"num_words":17,"start":22.585,"end":36.46},{"sentences":[{"text":"Because I didn't know that you could do that.","start":36.46,"end":40.295,"sentiment":"neutral","sentiment_score":-0.20266837212774488},{"text":"And I went through a solicitor which was really dumb.","start":40.295,"end":43.754997,"sentiment":"neutral","sentiment_score":-0.21285127736628057},{"text":"But Well, firstly, I need to pay the solicitor.","start":43.815,"end":61.61,"sentiment":"neutral","sentiment_score":-0.0688811590274175},{"text":"But, also, I'm looking because I'm on work cover.","start":63.59,"end":69.345,"sentiment":"neutral","sentiment_score":-0.06360292103555468},{"text":"I haven't been able to restructure my home loan, and I'm hoping to pay some of that down and then be able to go to the banks and say, well, you know, that work cover claim is ongoing.","start":69.405,"end":80.945,"sentiment":"neutral","sentiment_score":-0.1012897152257593}],"sentiment":"neutral","sentiment_score":-0.1199185869594415,"num_words":75,"start":36.46,"end":80.945},{"sentences":[{"text":"Can I renegotiate?","start":81.509995,"end":82.329994,"sentiment":"neutral","sentiment_score":-0.13171796997388205},{"text":"Because I'm paying a high interest on it.","start":82.78999,"end":85.99,"sentiment":"neutral","sentiment_score":-0.3008028920739889},{"text":"So I'm just trying to sort my life out.","start":85.99,"end":89.59,"sentiment":"negative","sentiment_score":-0.43524608347151017},{"text":"It's a mess.","start":89.59,"end":90.409996,"sentiment":"negative","sentiment_score":-0.5796759327252706},{"text":"No.","start":100.685005,"end":101.005005,"sentiment":"neutral","sentiment_score":-0.1319458782672882}],"sentiment":"negative","sentiment_score":-0.3579068947583437,"num_words":24,"start":81.509995,"end":101.005005},{"sentences":[{"text":"I'm six I'm 60 one.","start":101.005005,"end":103.185005,"sentiment":"neutral","sentiment_score":-0.07670095954090357},{"text":"Yep.","start":107.725006,"end":108.09,"sentiment":"neutral","sentiment_score":0.058159418404102325},{"text":"No.","start":111.369995,"end":111.869995,"sentiment":"neutral","sentiment_score":-0.05735500156879425},{"text":"Mhmm.","start":126.805,"end":127.305,"sentiment":"neutral","sentiment_score":0.06529288738965988},{"text":"Yep.","start":140.81,"end":141.31,"sentiment":"neutral","sentiment_score":-0.024194415658712387}],"sentiment":"neutral","sentiment_score":-0.03795576768202914,"num_words":9,"start":101.005005,"end":141.31},{"sentences":[{"text":"Mhmm.","start":143.93001,"end":144.43001,"sentiment":"neutral","sentiment_score":0.06521786749362946},{"text":"Yeah.","start":179.705,"end":179.945,"sentiment":"neutral","sentiment_score":0.0688234269618988},{"text":"That would, yeah, that would be great.","start":179.945,"end":182.02501,"sentiment":"positive","sentiment_score":0.4889481748853411},{"text":"Thank you.","start":182.02501,"end":182.765,"sentiment":"positive","sentiment_score":0.8143996596336365},{"text":"Sure.","start":200.91,"end":201.41,"sentiment":"neutral","sentiment_score":0.02660440281033516}],"sentiment":"positive","sentiment_score":0.43434018672754365,"num_words":12,"start":143.93001,"end":201.41},{"sentences":[{"text":"Well, I will need some of that to pay the solicitor.","start":208.095,"end":213.395,"sentiment":"neutral","sentiment_score":-0.0015921929681842978},{"text":"It's just I've just gotta look at my finances and see what I need to get to top it up because I don't have enough in the bank to pay the whole thing.","start":216.27,"end":225.79,"sentiment":"neutral","sentiment_score":-0.03224336619799336},{"text":"So well, I do, but I don't I need I need a buffer.","start":225.79,"end":232.485,"sentiment":"neutral","sentiment_score":-0.023519224415604886},{"text":"Otherwise, I won't sleep at night.","start":232.485,"end":234.24501,"sentiment":"neutral","sentiment_score":-0.07055162110676368},{"text":"So yes.","start":234.24501,"end":238.425,"sentiment":"neutral","sentiment_score":0.11175282672047615}],"sentiment":"neutral","sentiment_score":-0.024416910735173866,"num_words":65,"start":208.095,"end":238.425},{"sentences":[{"text":"Yeah.","start":258.97,"end":259.47,"sentiment":"neutral","sentiment_score":0.12355472892522812},{"text":"Yes.","start":276.515,"end":276.84,"sentiment":"neutral","sentiment_score":0.03231732174754143},{"text":"No.","start":280.44,"end":280.68,"sentiment":"neutral","sentiment_score":-0.0582653135061264},{"text":"That will be fine.","start":280.68,"end":281.4,"sentiment":"neutral","sentiment_score":0.05235053598880768},{"text":"Just give me one second.","start":281.4,"end":282.69998,"sentiment":"neutral","sentiment_score":0.05699092522263527}],"sentiment":"neutral","sentiment_score":0.04933029226958752,"num_words":12,"start":258.97,"end":282.69998},{"sentences":[{"text":"When were you thinking?","start":286.28,"end":287.66,"sentiment":"neutral","sentiment_score":0.03516125725582242},{"text":"Sorry.","start":305.96,"end":306.36,"sentiment":"neutral","sentiment_score":-0.113539420068264},{"text":"I'm just I've tried to put you on speaker, and I can't really hear you.","start":306.36,"end":310.86,"sentiment":"neutral","sentiment_score":-0.19646448642015457},{"text":"Sorry.","start":319.245,"end":319.48502,"sentiment":"neutral","sentiment_score":-0.10352560877799988},{"text":"What time did you say on Thursday?","start":319.48502,"end":324.865,"sentiment":"neutral","sentiment_score":-0.027949091845325062}],"sentiment":"neutral","sentiment_score":-0.11496539068009172,"num_words":28,"start":286.28,"end":324.865},{"sentences":[{"text":"On Thursday.","start":334.24,"end":335.06,"sentiment":"neutral","sentiment_score":0.012098566628992558},{"text":"I can't do the three and five, but I could maybe do eleven or something like that on Thursday.","start":339.08,"end":349.915,"sentiment":"neutral","sentiment_score":0.006677950634375999},{"text":"That's the thirtieth.","start":350.215,"end":351.275,"sentiment":"neutral","sentiment_score":0.046520198384920754},{"text":"Yeah.","start":351.33502,"end":351.83502,"sentiment":"neutral","sentiment_score":0.13752833008766174},{"text":"Yes.","start":365.98,"end":366.48,"sentiment":"positive","sentiment_score":0.39373719692230225}],"sentiment":"neutral","sentiment_score":0.03161170451830213,"num_words":26,"start":334.24,"end":366.48},{"sentences":[{"text":"Mhmm.","start":389.64,"end":390.14,"sentiment":"neutral","sentiment_score":0.06310949474573135},{"text":"Okay.","start":400.44,"end":400.84003,"sentiment":"neutral","sentiment_score":0.1950789988040924},{"text":"That sounds great.","start":400.84003,"end":402.14,"sentiment":"positive","sentiment_score":0.46520938475926715},{"text":"Thank you.","start":408.705,"end":409.365,"sentiment":"neutral","sentiment_score":0.33049047738313675},{"text":"This hasn't been fun.","start":410.38498,"end":412.245,"sentiment":"neutral","sentiment_score":-0.1623031310737133}],"sentiment":"neutral","sentiment_score":0.15141682529991324,"num_words":11,"start":389.64,"end":412.245},{"sentences":[{"text":"Yeah.","start":418.94498,"end":419.44498,"sentiment":"neutral","sentiment_score":0.029925256967544556},{"text":"Yeah.","start":420.06,"end":420.56,"sentiment":"neutral","sentiment_score":0.12500816583633423},{"text":"Yep.","start":423.74002,"end":424.24002,"sentiment":"neutral","sentiment_score":0.06928353011608124},{"text":"I no.","start":437.515,"end":438.95502,"sentiment":"neutral","sentiment_score":-0.10464094206690788},{"text":"I don't think so.","start":438.95502,"end":439.915,"sentiment":"neutral","sentiment_score":-0.18334336206316948}],"sentiment":"neutral","sentiment_score":-0.07982648660739262,"num_words":9,"start":418.94498,"end":439.915},{"sentences":[{"text":"I've been trying to get all my life sorted out.","start":439.915,"end":442.23502,"sentiment":"neutral","sentiment_score":-0.32041156888008115},{"text":"I'm not very good at it.","start":442.23502,"end":443.855,"sentiment":"neutral","sentiment_score":-0.30496425181627274},{"text":"But I need to just start chipping away and not overwhelm myself thinking I can fix everything in five minutes because that stops me doing anything at all.","start":444.795,"end":456.4,"sentiment":"neutral","sentiment_score":-0.12998892832547426},{"text":"So I need to try and find a way to just do little bits and get some wins and then go from there.","start":456.4,"end":462.725,"sentiment":"neutral","sentiment_score":-0.03472241273392802},{"text":"So if I can get that happening, yes, I will be leaning on you until yeah.","start":462.725,"end":471.30502,"sentiment":"neutral","sentiment_score":0.07209247210994363}],"sentiment":"neutral","sentiment_score":-0.100225628095578,"num_words":83,"start":439.915,"end":471.30502},{"sentences":[{"text":"Yeah.","start":472.34,"end":472.84,"sentiment":"neutral","sentiment_score":0.2039579153060913},{"text":"Okay.","start":476.98,"end":477.48,"sentiment":"neutral","sentiment_score":0.0944315791130066},{"text":"Mhmm.","start":491.55502,"end":492.05502,"sentiment":"neutral","sentiment_score":0.05759043246507645},{"text":"Beautiful.","start":499.37,"end":499.87,"sentiment":"positive","sentiment_score":0.4560993313789368},{"text":"Alright.","start":500.16998,"end":500.56998,"sentiment":"neutral","sentiment_score":0.19010183215141296}],"sentiment":"neutral","sentiment_score":0.20043621808290482,"num_words":5,"start":472.34,"end":500.56998},{"sentences":[{"text":"No worries.","start":500.56998,"end":501.31,"sentiment":"neutral","sentiment_score":0.1559273973107338},{"text":"Okay.","start":501.68997,"end":502.18997,"sentiment":"neutral","sentiment_score":0.040849220007658005},{"text":"Thank you.","start":505.53,"end":506.33,"sentiment":"positive","sentiment_score":0.7777450382709503},{"text":"You too.","start":506.33,"end":507.06998,"sentiment":"positive","sentiment_score":0.5610679388046265},{"text":"Okay.","start":510.00998,"end":510.40997,"sentiment":"positive","sentiment_score":0.3566930592060089}],"sentiment":"positive","sentiment_score":0.423377878498286,"num_words":8,"start":500.56998,"end":510.40997},{"sentences":[{"text":"Thank you.","start":510.40997,"end":511.22998,"sentiment":"positive","sentiment_score":0.6983644664287567},{"text":"Bye.","start":511.28998,"end":511.78998,"sentiment":"positive","sentiment_score":0.42292580008506775}],"sentiment":"positive","sentiment_score":0.6065515776475271,"num_words":3,"start":510.40997,"end":511.78998}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. Good afternoon, Kate. This is Dana. How are you this afternoon?\n\nChannel 1: I'm good. Thank you. How are you?\n\nChannel 0: I'm very well. Thank you. Michelle, just give me a bit of a rundown. You've received a lump sum benefit from a TPD claim. Is that right?\n\nChannel 1: That's right. Yeah.\n\nChannel 0: Wow. And how long ago was the TPD claim process for you?\n\nChannel 1: I don't know.\n\nChannel 0: That that's\n\nChannel 1: Maybe.\n\nChannel 0: okay.\n\nChannel 1: I don't know. It took away less time than I expected.\n\nChannel 0: Expected. Yeah.\n\nChannel 1: So\n\nChannel 0: That's okay. I'm just having a quick look at your file. So it looks like we didn't process that claim at all for you.\n\nChannel 1: No.\n\nChannel 0: Is this something\n\nChannel 1: Because\n\nChannel 0: that you've\n\nChannel 1: I didn't\n\nChannel 0: done with aware\n\nChannel 1: know\n\nChannel 0: or yep.\n\nChannel 1: that you could do that. And I went through\n\nChannel 0: That's\n\nChannel 1: a\n\nChannel 0: okay.\n\nChannel 1: solicitor which was really dumb. But\n\nChannel 0: That's okay. It's honestly not a problem at all. So the benefit you would have received is a process from the claim there. Now are you needing to kind of withdraw any of the funds at the moment, or what's your circumstances look like at the moment?\n\nChannel 1: Well, firstly, I need to pay the solicitor.\n\nChannel 0: Yes.\n\nChannel 1: But, also, I'm looking because I'm on work cover. I haven't been able to restructure my home loan, and I'm\n\nChannel 0: Right.\n\nChannel 1: hoping to pay some of that down and then be able to go to the banks and say, well, you know, that work cover claim is ongoing. Can I renegotiate?\n\nChannel 0: Yes.\n\nChannel 1: Because I'm paying a high interest on it. So I'm just trying to sort my life out. It's a mess.\n\nChannel 0: Yes. No. Absolutely. If you're able just to hold off on sort of withdrawing at the moment just because when you're under the age of 60, I don't know if this was just kind\n\nChannel 1: No.\n\nChannel 0: of made\n\nChannel 1: I'm\n\nChannel 0: mention\n\nChannel 1: six\n\nChannel 0: of this at\n\nChannel 1: I'm\n\nChannel 0: all.\n\nChannel 1: 60\n\nChannel 0: Sorry.\n\nChannel 1: one.\n\nChannel 0: 61. Beautiful. Beautiful. So that kinda changes things for you. And you're on\n\nChannel 1: Yep.\n\nChannel 0: work cover at the moment. So you're not physically working at the moment?\n\nChannel 1: No.\n\nChannel 0: No. That's okay. Beautiful. Because when you I'm just trying to have pulling up your phone. Sorry.\n\nMy computer's a little bit slow. But when you're under 60, they do unfortunately charge tax on the withdrawal amount. But if you do need to withdraw some money out of the super, you absolutely can.\n\nChannel 1: Mhmm.\n\nChannel 0: For us to be able to help you and kind of work out, and we can provide advice and sort of help you along to make sure this is all looked after correctly. I just need to, organize and get a new third party authority on the Aware account because\n\nChannel 1: Yep.\n\nChannel 0: ours has, expired now. If I\n\nChannel 1: Mhmm.\n\nChannel 0: can get that signed and sent back, we can have that applied to the account, and we can do a bit of research around what they've got, how much they've got. And then I can do some advice to help you along if you like, work out how we withdraw the funds, what we do with the money, how we kind of help you moving forward to make sure you've got income, and possibly even look at consolidating. And we might even be able to claim, like, it's for the reasons PPD. We might even be able to look at other claims that we might be able to help you with. So are you okay if we do that little bit of research first and then come back and have a bit more of a conversation around what your needs and goals are with regards\n\nChannel 1: Yeah.\n\nChannel 0: to that?\n\nChannel 1: That would, yeah, that would\n\nChannel 0: Yes?\n\nChannel 1: be great. Thank you.\n\nChannel 0: Yes. Perfect. In the meantime, if you do have to take a little bit of money out of the aware, because you're over 60, the amount is isn't there's no tax on the the TPD claim pulling some money out. Our team can absolutely assist you with doing so. We just need to get our third party authority reapplied to the account.\n\nBut did you need to kind of\n\nChannel 1: Sure.\n\nChannel 0: withdraw any money now to help you along or to to pay the solicitor upfront? Or\n\nChannel 1: Well, I will need some of that to pay the solicitor.\n\nChannel 0: Yep.\n\nChannel 1: It's just I've just gotta look at my finances and see what\n\nChannel 0: Okay.\n\nChannel 1: I need to get to top it up because I don't\n\nChannel 0: Okay.\n\nChannel 1: have enough in the bank to pay the whole thing. So\n\nChannel 0: Okay.\n\nChannel 1: well, I do, but I don't I need I need a buffer. Otherwise, I won't sleep at night. So\n\nChannel 0: Yeah. That's absolutely fine.\n\nChannel 1: yes.\n\nChannel 0: Yep. That's okay. That's not a problem at all. Did you want me to help you organize a bit of money to come at now, If you like, what I was probably thinking about doing so I can really have a good conversation with you and we can do the research in advance is I was looking at maybe having a chat maybe next Wednesday or Thursday if you're available to,\n\nChannel 1: Yeah.\n\nChannel 0: once we've kinda got the research from the fund, then we can have a really good look at what everything looks like. And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along. Does that work for you? Or\n\nChannel 1: Yes.\n\nChannel 0: if it doesn't, that's okay. I can\n\nChannel 1: No. That will be fine. Just give\n\nChannel 0: that's\n\nChannel 1: me one\n\nChannel 0: okay.\n\nChannel 1: second.\n\nChannel 0: You're alright.\n\nChannel 1: When were you thinking?\n\nChannel 0: I've got next Wednesday afternoon between two between one and four available, or I've got next Thursday between ten and twelve.\n\nChannel 1: Sorry. I'm just I've tried\n\nChannel 0: That's\n\nChannel 1: to put\n\nChannel 0: okay.\n\nChannel 1: you on speaker, and I can't really hear you. Sorry. What time did you say on\n\nChannel 0: That's okay.\n\nChannel 1: Thursday?\n\nChannel 0: I've got between 10AM and well, I can even do 10AM to 1PM depending on your availability.\n\nChannel 1: On Thursday.\n\nChannel 0: Yeah. Or I do have the afternoon available\n\nChannel 1: I\n\nChannel 0: Thursday between three and\n\nChannel 1: can't do the three and five,\n\nChannel 0: five.\n\nChannel 1: but I could maybe\n\nChannel 0: Yes.\n\nChannel 1: do eleven or something like that on Thursday.\n\nChannel 0: Yeah.\n\nChannel 1: That's the thirtieth. Yeah.\n\nChannel 0: Yes. Absolutely. I can pop it in there for you, Kate. We'll just go and make sure we get that rescheduled, and I'll get Michelle to send out a third party authority to you today. That way we can get that sent.\n\nIt can all be electronically signed, which is great.\n\nChannel 1: Yes.\n\nChannel 0: I'll get her to make sure the ID and everything is updated on file. Anything she needs to get that third party authority signed, I'll get her to give you a call once she sent it to you so we can get it signed and applied to the account, and then we'll pull up with the where and make sure it gets applied straight away. I'll do some research with them prior to the call, and then you and I can have a really good chat around, you know, what your circumstances are, what your goals are, what you need money wise, and what\n\nChannel 1: Mhmm.\n\nChannel 0: we're looking at. And we can work out, you know, how we help you to get some funds out to cover the bills, but also what we need to do advice wise to help you along. Okay?\n\nChannel 1: Okay. That sounds\n\nChannel 0: Yeah.\n\nChannel 1: great.\n\nChannel 0: That's okay. I'm it's it's great that you've got that, Margaret. I'm so sorry. You've gone through everything.\n\nChannel 1: Thank you.\n\nChannel 0: Yeah. It's\n\nChannel 1: This\n\nChannel 0: kind of\n\nChannel 1: hasn't\n\nChannel 0: a catch\n\nChannel 1: been\n\nChannel 0: 22 insurances\n\nChannel 1: fun.\n\nChannel 0: to get the claim. It's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through. So\n\nChannel 1: Yeah.\n\nChannel 0: yeah.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah. All good. Is there anything\n\nChannel 1: Yep.\n\nChannel 0: else that you might need while you've got me here? Anything else you can think of you might need from us in the meantime? Or\n\nChannel 1: I no. I don't think so. I've been trying to get all my life sorted out. I'm not very good at\n\nChannel 0: Yeah.\n\nChannel 1: it.\n\nChannel 0: I will\n\nChannel 1: But\n\nChannel 0: help you.\n\nChannel 1: I need\n\nChannel 0: Yeah.\n\nChannel 1: to just start chipping away and not overwhelm myself thinking I can fix everything in five minutes because that\n\nChannel 0: Yeah.\n\nChannel 1: stops me doing anything at all. So I need to try and find a way to just do little bits and get\n\nChannel 0: Yeah.\n\nChannel 1: some wins and then go from there. So\n\nChannel 0: Yeah.\n\nChannel 1: if I can get that happening, yes, I will be leaning on you until\n\nChannel 0: That's absolutely\n\nChannel 1: yeah.\n\nChannel 0: fine. That's absolutely\n\nChannel 1: Yeah.\n\nChannel 0: fine. I'll do what I can now in between now and Thursday. In the meantime,\n\nChannel 1: Okay.\n\nChannel 0: if anything comes up that you just wanna have a chat or you think of something else you wanna ask me or, you know, if something else comes up and you need assistance straight away, call us, and Michelle will organize for me to take the call if I'm available, or I'll call you back straight away. And in the\n\nChannel 1: Mhmm.\n\nChannel 0: meantime, I'll get that research completed for you, and we'll have a really good chat on Thursday and work out what we can do to help you. Okay?\n\nChannel 1: Beautiful. Alright. No worries. Okay.\n\nChannel 0: Oh, thank you for calling, Kate. I hope you have a good day.\n\nChannel 1: Thank you. You too.\n\nChannel 0: Thanks. I'll talk to you soon.\n\nChannel 1: Okay. Thank you.\n\nChannel 0: Thanks.\n\nChannel 1: Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":1.68,"end":1.92,"sentiment":"neutral","sentiment_score":0.20910584926605225},{"text":"Good afternoon, Kate.","start":1.92,"end":2.8,"sentiment":"positive","sentiment_score":0.3894565800825755},{"text":"This is Dana.","start":2.8,"end":3.4399998,"sentiment":"positive","sentiment_score":0.35525741179784137},{"text":"How are you this afternoon?","start":3.4399998,"end":4.66,"sentiment":"positive","sentiment_score":0.36812939643859866}],"sentiment":"positive","sentiment_score":0.3569912339250247,"channel":0,"num_words":12,"start":1.68,"end":4.66},{"sentences":[{"text":"I'm good.","start":5.04,"end":5.52,"sentiment":"positive","sentiment_score":0.6244873702526093},{"text":"Thank you.","start":5.52,"end":5.92,"sentiment":"positive","sentiment_score":0.6809844076633453},{"text":"How are you?","start":5.92,"end":6.74,"sentiment":"positive","sentiment_score":0.4006982247034709}],"sentiment":"positive","sentiment_score":0.5447197471346173,"channel":1,"num_words":7,"start":5.04,"end":6.74},{"sentences":[{"text":"I'm very well.","start":7.04,"end":8.16,"sentiment":"positive","sentiment_score":0.6358556350072225},{"text":"Thank you.","start":8.16,"end":8.9,"sentiment":"positive","sentiment_score":0.6436327695846558},{"text":"Michelle, just give me a bit of a rundown.","start":8.96,"end":10.559999,"sentiment":"neutral","sentiment_score":0.06826151203778055},{"text":"You've received a lump sum benefit from a TPD claim.","start":10.559999,"end":13.759999,"sentiment":"neutral","sentiment_score":0.11596777476370335},{"text":"Is that right?","start":13.759999,"end":14.66,"sentiment":"neutral","sentiment_score":0.05266352246205012}],"sentiment":"neutral","sentiment_score":0.18988349509459954,"channel":0,"num_words":27,"start":7.04,"end":14.66},{"sentences":[{"text":"That's 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customer named Dana contacts a representative named Kate to inquire about a lump sum benefit she received from a TPD claim. Dana explains that she is currently on work cover and needs to sort out her finances. The agent offers to help research the process and provide advice. The agent suggests withdrawing some money to help with the process and offers assistance in updating the customer's personal circumstances and goals. The agent also mentions that they will send a third-party authority to the customer and make sure everything is electronically signed."},"intents":{"segments":[{"text":"Our team can absolutely assist you with doing so. We just need to get our third party authority reapplied to the account. But did you need to kind of Sure. withdraw any money now to help you along or to to pay the solicitor upfront?","start_word":653,"end_word":697,"intents":[{"intent":"Help with payments","confidence_score":0.00015215912}]},{"text":"We just need to get our third party authority reapplied to the account.","start_word":662,"end_word":674,"intents":[{"intent":"Get reapplied","confidence_score":0.0008183219}]},{"text":"It's just I've just gotta look at my finances and see what Okay.","start_word":711,"end_word":723,"intents":[{"intent":"Monitor finances","confidence_score":0.0037832307}]},{"text":"once we've kinda got the research from the fund, then we can have a really good look at what everything looks like. And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along. 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Or Yes.","start_word":866,"end_word":912,"intents":[{"intent":"Discuss goals","confidence_score":0.09328297}]},{"text":"It's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through. So Yeah.","start_word":1279,"end_word":1300,"intents":[{"intent":"Resolve claim issues","confidence_score":0.021639086}]}]},"sentiments":{"segments":[{"text":"Hi.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.20910584926605225},{"text":"Good afternoon, Kate. This is Dana. How are you this afternoon? I'm good. Thank you. How are you? I'm very well. Thank you.","start_word":1,"end_word":23,"sentiment":"positive","sentiment_score":0.4898349642753601},{"text":"Michelle, just give me a bit of a rundown. You've received a lump sum benefit from a TPD claim. Is that right? That's right. Yeah. Wow. And how long ago was the TPD claim process for you? I don't know. That that's Maybe. okay. I don't know. It took away less time than I expected. Expected. Yeah. So That's okay. I'm just having a quick look at your file. So it looks like we didn't process that claim at all for you. No. Is this something Because that you've I done didn't with aware know or yep. that you could do that. And I went through That's a okay. solicitor which was really dumb. But That's okay. It's honestly not a problem at all. So the benefit you would have received is a process from the claim there. Now are you needing to kind of withdraw any of the funds at the moment, or what's your circumstances look like at the moment? Well, firstly, I need to pay the solicitor. Yes. But, also, I'm looking because I'm on work cover. I haven't been able to restructure my home loan, and I'm Right. hoping to pay some of that down and then be able to go to the banks and say, well, you know, that work cover claim is ongoing. Can I renegotiate? Yes. Because I'm paying a high interest on it.","start_word":24,"end_word":254,"sentiment":"neutral","sentiment_score":-0.052821580320596695},{"text":"So I'm just trying to sort my life out. It's a mess.","start_word":255,"end_word":266,"sentiment":"negative","sentiment_score":-0.48281383514404297},{"text":"Yes. No. Absolutely. If you're able just to hold off on sort of withdrawing at the moment just because when you're under the age of 60, I don't know if this was just kind No. of made I'm mention six of this at I'm all. 60 Sorry. one. 61.","start_word":267,"end_word":315,"sentiment":"neutral","sentiment_score":-0.05596893691286749},{"text":"Beautiful. Beautiful. So that kinda changes things for you.","start_word":316,"end_word":324,"sentiment":"positive","sentiment_score":0.4179283678531647},{"text":"And you're on Yep. work cover at the moment. So you're not physically working at the moment? 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And then I can do some advice to help you along if you like, work out how we withdraw the funds, what we do with the money, how we kind of help you moving forward to make sure you've got income, and possibly even look at consolidating. And we might even be able to claim, like, it's for the reasons PPD. We might even be able to look at other claims that we might be able to help you with. So are you okay if we do that little bit of research first and then come back and have a bit more of a conversation around what your needs and goals are with regards Yeah. to that?","start_word":347,"end_word":602,"sentiment":"neutral","sentiment_score":0.14044597645988688},{"text":"That would, yeah, that would Yes? be great. Thank you. Yes. Perfect.","start_word":603,"end_word":614,"sentiment":"positive","sentiment_score":0.5631995797157288},{"text":"In the meantime, if you do have to take a little bit of money out of the aware, because you're over 60, the amount is isn't there's no tax on the the TPD claim pulling some money out.","start_word":615,"end_word":652,"sentiment":"neutral","sentiment_score":0.09698821604251862},{"text":"Our team can absolutely assist you with doing so.","start_word":653,"end_word":661,"sentiment":"positive","sentiment_score":0.4560179710388184},{"text":"We just need to get our third party authority reapplied to the account. But did you need to kind of Sure. withdraw any money now to help you along or to to pay the solicitor upfront? Or Well, I will need some of that to pay the solicitor. Yep. It's just I've just gotta look at my finances and see what Okay. I need to get to top it up because I don't Okay. have enough in the bank to pay the whole thing. So Okay. well, I do, but I don't I need I need a buffer. Otherwise, I won't sleep at night. So Yeah. That's absolutely fine. yes. Yep. That's okay.","start_word":662,"end_word":774,"sentiment":"neutral","sentiment_score":0.026508765295147896},{"text":"That's not a problem at all.","start_word":775,"end_word":780,"sentiment":"positive","sentiment_score":0.35962072014808655},{"text":"Did you want me to help you organize a bit of money to come at now, If you like, what I was probably thinking about doing so I can really have a good conversation with you and we can do the research in advance is I was looking at maybe having a chat maybe next Wednesday or Thursday if you're available to, Yeah. once we've kinda got the research from the fund, then we can have a really good look at what everything looks like. And you and I can talk about your goals, look at all your personal circumstances as well, and look at sort of what we need to do now as well as, you know, updating some advice to help you along. Does that work for you? Or Yes. if it doesn't, that's okay. I can No. That will be fine. Just give that's me one okay. second. You're alright. When were you thinking? I've got next Wednesday afternoon between two between one and four available, or I've got next Thursday between ten and twelve. Sorry. I'm just I've tried That's to put okay. you on speaker, and I can't really hear you. Sorry. What time did you say on That's okay. Thursday? I've got between 10AM and well, I can even do 10AM to 1PM depending on your availability. On Thursday. Yeah. Or I do have the afternoon available I Thursday between three and can't do the three and five, five. but I could maybe Yes. do eleven or something like that on Thursday. Yeah. That's the thirtieth. Yeah. Yes.","start_word":781,"end_word":1044,"sentiment":"neutral","sentiment_score":0.06327615424313328},{"text":"Absolutely. I can pop it in there for you, Kate. We'll just go and make sure we get that rescheduled, and I'll get Michelle to send out a third party authority to you today. That way we can get that sent. It can all be electronically signed, which is great. Yes.","start_word":1045,"end_word":1095,"sentiment":"positive","sentiment_score":0.43313196301460266},{"text":"I'll get her to make sure the ID and everything is updated on file. Anything she needs to get that third party authority signed, I'll get her to give you a call once she sent it to you so we can get it signed and applied to the account, and then we'll pull up with the where and make sure it gets applied straight away. I'll do some research with them prior to the call, and then you and I can have a really good chat around, you know, what your circumstances are, what your goals are, what you need money wise, and what Mhmm. we're looking at. And we can work out, you know, how we help you to get some funds out to cover the bills, but also what we need to do advice wise to help you along. Okay? Okay.","start_word":1096,"end_word":1238,"sentiment":"neutral","sentiment_score":0.23989030718803409},{"text":"That sounds Yeah. great. That's okay. I'm it's it's great that you've got that, Margaret.","start_word":1239,"end_word":1253,"sentiment":"positive","sentiment_score":0.5323219299316406},{"text":"I'm so sorry. You've gone through everything. Thank you. Yeah. It's This kind of hasn't a catch been 22 insurances fun. to get the claim. It's it's right because we get the money, but, unfortunately, we've generally lost something to have that claim go through. So Yeah. yeah. Yeah. Yeah.","start_word":1254,"end_word":1303,"sentiment":"neutral","sentiment_score":-0.1689116656780243},{"text":"All good.","start_word":1304,"end_word":1305,"sentiment":"positive","sentiment_score":0.4091697633266449},{"text":"Is there anything Yep. else that you might need while you've got me here? Anything else you can think of you might need from us in the meantime? Or I no. I don't think so. I've been trying to get all my life sorted out. I'm not very good at Yeah. it. I will But help you. I need Yeah. to just start chipping away and not overwhelm myself thinking I can fix everything in five minutes because that Yeah. stops me doing anything at all. So I need to try and find a way to just do little bits and get Yeah. some wins and then go from there. So Yeah. if I can get that happening, yes, I will be leaning on you until That's absolutely yeah. fine. That's absolutely Yeah. fine. I'll do what I can now in between now and Thursday. In the meantime, Okay. if anything comes up that you just wanna have a chat or you think of something else you wanna ask me or, you know, if something else comes up and you need assistance straight away, call us, and Michelle will organize for me to take the call if I'm available, or I'll call you back straight away. And in the Mhmm. meantime, I'll get that research completed for you, and we'll have a really good chat on Thursday and work out what we can do to help you. Okay?","start_word":1306,"end_word":1543,"sentiment":"neutral","sentiment_score":0.03573321923613548},{"text":"Beautiful.","start_word":1544,"end_word":1544,"sentiment":"positive","sentiment_score":0.4560993313789368},{"text":"Alright. No worries. Okay.","start_word":1545,"end_word":1548,"sentiment":"neutral","sentiment_score":0.15246698260307312},{"text":"Oh, thank you for calling, Kate. I hope you have a good day. Thank you. You too. Thanks. I'll talk to you soon. Okay. Thank you. Thanks. Bye.","start_word":1549,"end_word":1576,"sentiment":"positive","sentiment_score":0.6489644050598145},{"text":"Bye.","start_word":1577,"end_word":1577,"sentiment":"neutral","sentiment_score":0.29496392607688904}],"average":{"sentiment":"neutral","sentiment_score":0.094560210816665}}}}