{"metadata":{"transaction_key":"deprecated","request_id":"019dd825-7b05-7e30-bd9c-eeb6ba44e5ab","sha256":"2928d70a3eb676e3a33aa535d0bc1dd600c19199ef59561e4dd34c7444275164","created":"2026-04-29T07:30:30.050Z","duration":909.79193,"channels":2,"models":["c0dd532d-9b09-484d-a717-be8b6fd1bb8c"],"model_info":{"c0dd532d-9b09-484d-a717-be8b6fd1bb8c":{"name":"2-phonecall-nova","version":"2024-02-07.8919","arch":"nova-2"}},"summary_info":{"model_uuid":"67875a7f-c9c4-48a0-aa55-5bdb8a91c34a","input_tokens":2609,"output_tokens":109},"sentiment_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2806,"output_tokens":2812},"intents_info":{"model_uuid":"80ab3179-d113-4254-bd6b-4a2f96498695","input_tokens":2806,"output_tokens":182}},"results":{"channels":[{"alternatives":[{"transcript":"Absolutely, Riffley. It is 65421622. Should be under Catherine Brantley. No worries at all. Absolutely. I've got the 1965. Absolutely. Number 2 Slash 24. I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105. At Oakview Financial. Absolutely. It's Dana Taylor. I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client. Fantastic. Can you send it to info@okiefinancial.com.au? Just the one on the TPA? A person? That's absolutely fine. Not an issue. I'll send it to me. It's Dana, d a n a, at O for Youth Financial dot com dot a u. Thank you. Yeah. Absolutely. I'll give you mine. It's 04501, 88282. Yep. Okay. Beautiful. Are you also able to just just confirm for me if the client has any income protection still in that account? I believe she was received a TPD claim payout, so I think the income protection might have been canceled. Okay. Perfect. So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers. Is that right? Sorry. No. That's fine. Yeah. If you could, that would be fantastic. Thank you so much. I really appreciate that. Yep. Great. Thank you very much. Yes. Wonderful. Thank you so much for that. Hi, AJ. How are you? I'm very well. Thank you. Hopefully, it's till the end of your day. Well, I'll try to make this a nice easy one for you. Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you? Yes. You're fantastic. Thank you so much. This client did receive. She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic. I'm I'm about to give her some advice on how to structure to make it easier for her. But I wanted to just find out about the income protection component because I believe she used to have income protection there. And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out. And is there any way for her to maybe back claim since she has been off work prior to making a TBD claim? Sorry. Okay. Okay. Yeah. Yes. Okay. Yeah. Sure. Absolutely. Thank you. You're fine. Yeah. Yeah. Not a problem at all. Yes. Okay. Yes. Yes. Yep. Okay. Perfect. Is there sort of an ETA on how long the claim might take to be completed? Or Yes. Okay. Yep. Yes. Yep. Okay. No worries at all. Do you do you guys have a copy of the Cal Authority at all? Because I do know we need to sign a secondary authority to speak to the insurer to assist with the claim. Is that something I can get through where, or will we need to contact TAO Group Claims to be able to get that authority? Okay. Perfect. No. That's okay. We can organize that. No problem at all. Do you happen to have a contact phone number for their claims team at all? If not, that's okay. Yeah. Sure. Yep. Yes. Mhmm. 019. Beautiful. Thank you so much for that. I'll give them a call tomorrow. We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted. Thank you so much for your help. I really appreciate it. No worries. You too. Thanks, AJ. See you later. 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Riffley. It is 65421622. Should be under Catherine Brantley. No worries at all. Absolutely.\n\nI've got the 1965. Absolutely. Number 2 Slash 24. I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105. At Oakview Financial.\n\nAbsolutely. It's Dana Taylor. I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client. Fantastic. Can you send it to info@okiefinancial.com.au?\n\nJust the one on the TPA? A person? That's absolutely fine. Not an issue. I'll send it to me.\n\nIt's Dana, d a n a, at O for Youth Financial dot com dot a u. Thank you. Yeah. Absolutely. I'll give you mine.\n\nIt's 04501, 88282. Yep. Okay. Beautiful. Are you also able to just just confirm for me if the client has any income protection still in that account?\n\nI believe she was received a TPD claim payout, so I think the income protection might have been canceled. Okay. Perfect. So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers. Is that right?\n\nSorry. No. That's fine. Yeah. If you could, that would be fantastic.\n\nThank you so much. I really appreciate that. Yep. Great. Thank you very much.\n\nYes. Wonderful. Thank you so much for that. Hi, AJ. How are you?\n\nI'm very well. Thank you. Hopefully, it's till the end of your day. Well, I'll try to make this a nice easy one for you. Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you?\n\nYes. You're fantastic. Thank you so much. This client did receive. She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic.\n\nI'm I'm about to give her some advice on how to structure to make it easier for her. But I wanted to just find out about the income protection component because I believe she used to have income protection there. And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out. And is there any way for her to maybe back claim since she has been off work prior to making a TBD claim? Sorry.\n\nOkay. Okay. Yeah. Yes. Okay.\n\nYeah. Sure. Absolutely. Thank you. You're fine.\n\nYeah. Yeah. Not a problem at all. Yes. Okay.\n\nYes. Yes. Yep. Okay. Perfect.\n\nIs there sort of an ETA on how long the claim might take to be completed? Or Yes. Okay. Yep. Yes.\n\nYep. Okay. No worries at all. Do you do you guys have a copy of the Cal Authority at all? Because I do know we need to sign a secondary authority to speak to the insurer to assist with the claim.\n\nIs that something I can get through where, or will we need to contact TAO Group Claims to be able to get that authority? Okay. Perfect. No. That's okay.\n\nWe can organize that. No problem at all. Do you happen to have a contact phone number for their claims team at all? If not, that's okay. Yeah.\n\nSure. Yep. Yes. Mhmm. 019.\n\nBeautiful. Thank you so much for that. I'll give them a call tomorrow. We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted. Thank you so much for your help.\n\nI really appreciate it. No worries. You too. Thanks, AJ. See you later.\n\nBye.","paragraphs":[{"sentences":[{"text":"Absolutely, Riffley.","start":114.700005,"end":115.82,"sentiment":"neutral","sentiment_score":0.049020469188690186},{"text":"It is 65421622.","start":115.82,"end":120.64,"sentiment":"neutral","sentiment_score":0.03195230849087238},{"text":"Should be under Catherine Brantley.","start":120.700005,"end":123.28,"sentiment":"neutral","sentiment_score":0.04122632294893265},{"text":"No worries at all.","start":127.415,"end":128.715,"sentiment":"neutral","sentiment_score":0.07383675780147314},{"text":"Absolutely.","start":136.295,"end":136.795,"sentiment":"neutral","sentiment_score":0.0547962598502636}],"sentiment":"neutral","sentiment_score":0.050011517976721126,"num_words":15,"start":114.700005,"end":136.795},{"sentences":[{"text":"I've got the 1965.","start":137.095,"end":139.915,"sentiment":"neutral","sentiment_score":0.04169712867587805},{"text":"Absolutely.","start":144.47,"end":144.87001,"sentiment":"neutral","sentiment_score":0.02295977808535099},{"text":"Number 2 Slash 24.","start":144.87001,"end":146.55,"sentiment":"neutral","sentiment_score":0.004453875124454498},{"text":"I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105.","start":146.55,"end":152.25,"sentiment":"neutral","sentiment_score":-0.026063430631025272},{"text":"At Oakview Financial.","start":156.24501,"end":157.38501,"sentiment":"neutral","sentiment_score":0.035642863251268864}],"sentiment":"neutral","sentiment_score":0.0012084628738786864,"num_words":23,"start":137.095,"end":157.38501},{"sentences":[{"text":"Absolutely.","start":161.285,"end":161.785,"sentiment":"neutral","sentiment_score":0.30049043893814087},{"text":"It's Dana Taylor.","start":161.845,"end":162.905,"sentiment":"neutral","sentiment_score":0.21022128562132517},{"text":"I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client.","start":168.19,"end":178.69,"sentiment":"neutral","sentiment_score":0.10745065081864595},{"text":"Fantastic.","start":184.645,"end":185.145,"sentiment":"positive","sentiment_score":0.5319482088088989},{"text":"Can you send it to info@okiefinancial.com.au?","start":187.445,"end":191.445,"sentiment":"neutral","sentiment_score":0.059411795809865}],"sentiment":"neutral","sentiment_score":0.11995292769051065,"num_words":51,"start":161.285,"end":191.445},{"sentences":[{"text":"Just the one on the TPA?","start":191.445,"end":192.74501,"sentiment":"neutral","sentiment_score":-0.05199619227399429},{"text":"A person?","start":195.3,"end":195.95999,"sentiment":"neutral","sentiment_score":-0.07588833384215832},{"text":"That's absolutely fine.","start":199.3,"end":200.84,"sentiment":"neutral","sentiment_score":0.07187546789646149},{"text":"Not an issue.","start":201.3,"end":202.18,"sentiment":"neutral","sentiment_score":0.025468088686466217},{"text":"I'll send it to me.","start":202.18,"end":203.31999,"sentiment":"neutral","sentiment_score":-0.014240642264485358}],"sentiment":"neutral","sentiment_score":-0.012785598047469792,"num_words":19,"start":191.445,"end":203.31999},{"sentences":[{"text":"It's Dana, d a n a, at O for Youth Financial dot com dot a u.","start":203.62,"end":210.64499,"sentiment":"neutral","sentiment_score":0.009544198022922501},{"text":"Thank you.","start":213.50499,"end":218.72499,"sentiment":"neutral","sentiment_score":0.09858141839504242},{"text":"Yeah.","start":218.78499,"end":219.025,"sentiment":"neutral","sentiment_score":0.09952104836702348},{"text":"Absolutely.","start":219.025,"end":219.525,"sentiment":"neutral","sentiment_score":0.1422574818134308},{"text":"I'll give you mine.","start":219.745,"end":220.545,"sentiment":"neutral","sentiment_score":0.10541117005050182}],"sentiment":"neutral","sentiment_score":0.0422205506474711,"num_words":24,"start":203.62,"end":220.545},{"sentences":[{"text":"It's 04501, 88282.","start":220.545,"end":227.34,"sentiment":"neutral","sentiment_score":0.04575817162791888},{"text":"Yep.","start":245.695,"end":246.095,"sentiment":"neutral","sentiment_score":0.19255338609218595},{"text":"Okay.","start":246.095,"end":246.575,"sentiment":"neutral","sentiment_score":0.31222426891326904},{"text":"Beautiful.","start":246.575,"end":247.075,"sentiment":"positive","sentiment_score":0.5892390608787537},{"text":"Are you also able to just just confirm for me if the client has any income protection still in that account?","start":247.295,"end":254.09,"sentiment":"neutral","sentiment_score":0.06945741025819666}],"sentiment":"neutral","sentiment_score":0.09962580911815166,"num_words":27,"start":220.545,"end":254.09},{"sentences":[{"text":"I believe she was received a TPD claim payout, so I think the income protection might have been canceled.","start":254.15,"end":259.85,"sentiment":"neutral","sentiment_score":-0.196833757193465},{"text":"Okay.","start":273.905,"end":274.385,"sentiment":"neutral","sentiment_score":0.1016329899430275},{"text":"Perfect.","start":274.385,"end":274.785,"sentiment":"neutral","sentiment_score":0.256519079208374},{"text":"So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers.","start":274.785,"end":281.27,"sentiment":"neutral","sentiment_score":-0.01663627151261877},{"text":"Is that right?","start":281.27,"end":282.09,"sentiment":"neutral","sentiment_score":-0.004595081942776839}],"sentiment":"neutral","sentiment_score":-0.07538537047438178,"num_words":51,"start":254.15,"end":282.09},{"sentences":[{"text":"Sorry.","start":285.75,"end":286.25,"sentiment":"neutral","sentiment_score":-0.14537066221237183},{"text":"No.","start":290.71,"end":291.18997,"sentiment":"neutral","sentiment_score":-0.06206507608294487},{"text":"That's fine.","start":291.18997,"end":292.00998,"sentiment":"neutral","sentiment_score":0.0003795200027525425},{"text":"Yeah.","start":295.005,"end":295.32498,"sentiment":"neutral","sentiment_score":0.16616764664649963},{"text":"If you could, that would be fantastic.","start":295.32498,"end":296.865,"sentiment":"positive","sentiment_score":0.42743137053080965}],"sentiment":"neutral","sentiment_score":0.24595921183936298,"num_words":12,"start":285.75,"end":296.865},{"sentences":[{"text":"Thank you so much.","start":296.925,"end":297.88498,"sentiment":"positive","sentiment_score":0.5720866471529007},{"text":"I really appreciate that.","start":297.88498,"end":299.26498,"sentiment":"positive","sentiment_score":0.48466115444898605},{"text":"Yep.","start":305.725,"end":306.225,"sentiment":"neutral","sentiment_score":0.0805605873465538},{"text":"Great.","start":306.75,"end":306.99002,"sentiment":"positive","sentiment_score":0.4486158490180969},{"text":"Thank you very much.","start":306.99002,"end":311.25,"sentiment":"positive","sentiment_score":0.45243997126817703}],"sentiment":"positive","sentiment_score":0.46899482341749327,"num_words":14,"start":296.925,"end":311.25},{"sentences":[{"text":"Yes.","start":418.215,"end":418.715,"sentiment":"neutral","sentiment_score":0.19613415002822876},{"text":"Wonderful.","start":421.83002,"end":422.33002,"sentiment":"positive","sentiment_score":0.5245422124862671},{"text":"Thank you so much for that.","start":422.39,"end":423.75,"sentiment":"positive","sentiment_score":0.5313809216022491},{"text":"Hi, AJ.","start":423.75,"end":424.47,"sentiment":"neutral","sentiment_score":0.1694541797041893},{"text":"How are you?","start":424.47,"end":425.37,"sentiment":"neutral","sentiment_score":0.10314778486887614}],"sentiment":"positive","sentiment_score":0.35056258508792293,"num_words":13,"start":418.215,"end":425.37},{"sentences":[{"text":"I'm very well.","start":428.55,"end":429.43,"sentiment":"positive","sentiment_score":0.5338542461395264},{"text":"Thank you.","start":429.43,"end":429.99,"sentiment":"positive","sentiment_score":0.5787095129489899},{"text":"Hopefully, it's till the end of your day.","start":429.99,"end":431.93,"sentiment":"neutral","sentiment_score":0.06207018718123436},{"text":"Well, I'll try to make this a nice easy one for you.","start":437.10498,"end":440.00497,"sentiment":"neutral","sentiment_score":0.19591400089363256},{"text":"Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you?","start":440.465,"end":447.28497,"sentiment":"neutral","sentiment_score":0.029688474578926198}],"sentiment":"neutral","sentiment_score":0.12506689434396287,"num_words":51,"start":428.55,"end":447.28497},{"sentences":[{"text":"Yes.","start":457.78998,"end":458.28998,"sentiment":"neutral","sentiment_score":0.18447932600975037},{"text":"You're fantastic.","start":459.15,"end":459.88998,"sentiment":"positive","sentiment_score":0.7669858932495117},{"text":"Thank you so much.","start":460.11,"end":460.83,"sentiment":"positive","sentiment_score":0.7518240660429001},{"text":"This client did receive.","start":460.83,"end":462.07498,"sentiment":"positive","sentiment_score":0.41916100680828094},{"text":"She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic.","start":462.13498,"end":467.35498,"sentiment":"positive","sentiment_score":0.38579330369830134}],"sentiment":"positive","sentiment_score":0.4554276605767588,"num_words":31,"start":457.78998,"end":467.35498},{"sentences":[{"text":"I'm I'm about to give her some advice on how to structure to make it easier for her.","start":467.895,"end":472.315,"sentiment":"neutral","sentiment_score":0.19722090247604582},{"text":"But I wanted to just find out about the income protection component because I believe she used to have income protection there.","start":472.615,"end":478.63,"sentiment":"neutral","sentiment_score":-0.019647623666308144},{"text":"And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out.","start":478.63,"end":487.855,"sentiment":"neutral","sentiment_score":-0.055583744112289314},{"text":"And is there any way for her to maybe back claim since she has been off work prior to making a TBD 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you.","start":549.085,"end":549.905,"sentiment":"positive","sentiment_score":0.5968605577945709},{"text":"You're fine.","start":743.925,"end":744.58496,"sentiment":"neutral","sentiment_score":0.21156883239746094}],"sentiment":"neutral","sentiment_score":0.28863955883675124,"num_words":7,"start":539.14,"end":744.58496},{"sentences":[{"text":"Yeah.","start":744.805,"end":744.96497,"sentiment":"neutral","sentiment_score":0.09252232313156128},{"text":"Yeah.","start":744.96497,"end":745.285,"sentiment":"neutral","sentiment_score":0.08565431833267212},{"text":"Not a problem at 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there sort of an ETA on how long the claim might take to be completed?","start":775.36505,"end":779.54504,"sentiment":"neutral","sentiment_score":0.07094054925255477},{"text":"Or Yes.","start":779.68506,"end":787.12,"sentiment":"neutral","sentiment_score":-0.028989639133214954},{"text":"Okay.","start":806.695,"end":807.195,"sentiment":"neutral","sentiment_score":0.04202566295862198},{"text":"Yep.","start":818.91,"end":819.41,"sentiment":"neutral","sentiment_score":0.019608668982982635},{"text":"Yes.","start":820.83,"end":821.33,"sentiment":"neutral","sentiment_score":0.019590221345424652}],"sentiment":"neutral","sentiment_score":0.05515686014578456,"num_words":21,"start":775.36505,"end":821.33},{"sentences":[{"text":"Yep.","start":824.205,"end":824.285,"sentiment":"neutral","sentiment_score":0.037427496165037155},{"text":"Okay.","start":824.285,"end":824.765,"sentiment":"neutral","sentiment_score":0.06112900748848915},{"text":"No worries at all.","start":824.765,"end":825.985,"sentiment":"neutral","sentiment_score":0.08445025980472565},{"text":"Do you do you guys have a copy of the Cal Authority at all?","start":826.205,"end":831.325,"sentiment":"neutral","sentiment_score":0.025449260137975216},{"text":"Because I do know we need to sign a secondary authority to speak to the insurer to assist with the claim.","start":831.325,"end":836.865,"sentiment":"neutral","sentiment_score":0.018832959855596226}],"sentiment":"neutral","sentiment_score":0.028979008335892748,"num_words":41,"start":824.205,"end":836.865},{"sentences":[{"text":"Is that something I can get through where, or will we need to contact TAO Group Claims to be able to get that authority?","start":837.26,"end":844.08,"sentiment":"neutral","sentiment_score":0.008524726028554142},{"text":"Okay.","start":849.18,"end":849.68,"sentiment":"neutral","sentiment_score":0.05175103992223739},{"text":"Perfect.","start":849.74,"end":850.24,"sentiment":"neutral","sentiment_score":0.16247963905334473},{"text":"No.","start":850.3,"end":850.46,"sentiment":"neutral","sentiment_score":0.07433855533599854},{"text":"That's okay.","start":850.46,"end":851.02,"sentiment":"neutral","sentiment_score":0.07622364908456802}],"sentiment":"neutral","sentiment_score":0.02226241231606952,"num_words":29,"start":837.26,"end":851.02},{"sentences":[{"text":"We can organize that.","start":851.02,"end":852.075,"sentiment":"neutral","sentiment_score":0.1059932317584753},{"text":"No problem at all.","start":852.315,"end":853.35504,"sentiment":"neutral","sentiment_score":0.07839377596974373},{"text":"Do you happen to have a contact phone number for their claims team at 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okay.","start":856.315,"end":857.375,"sentiment":"neutral","sentiment_score":-0.018497135257348418},{"text":"Yeah.","start":863.435,"end":863.835,"sentiment":"neutral","sentiment_score":0.0377412848174572}],"sentiment":"neutral","sentiment_score":0.032420352866340964,"num_words":28,"start":851.02,"end":863.835},{"sentences":[{"text":"Sure.","start":863.835,"end":864.335,"sentiment":"neutral","sentiment_score":0.06395260989665985},{"text":"Yep.","start":877.13,"end":877.63,"sentiment":"neutral","sentiment_score":0.01668025366961956},{"text":"Yes.","start":881.325,"end":881.825,"sentiment":"neutral","sentiment_score":0.013886677101254463},{"text":"Mhmm.","start":885.005,"end":885.505,"sentiment":"neutral","sentiment_score":0.008661117404699326},{"text":"019.","start":888.605,"end":889.485,"sentiment":"neutral","sentiment_score":0.011700601316988468}],"sentiment":"neutral","sentiment_score":0.022976251877844335,"num_words":5,"start":863.835,"end":889.485},{"sentences":[{"text":"Beautiful.","start":889.485,"end":889.985,"sentiment":"positive","sentiment_score":0.34876519441604614},{"text":"Thank you so much for that.","start":890.125,"end":891.40497,"sentiment":"positive","sentiment_score":0.5779313643773397},{"text":"I'll give them a call tomorrow.","start":891.40497,"end":892.605,"sentiment":"positive","sentiment_score":0.38845545053482056},{"text":"We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted.","start":892.605,"end":898.1,"sentiment":"positive","sentiment_score":0.41797070056200025},{"text":"Thank you so much for your help.","start":898.1,"end":899.54,"sentiment":"positive","sentiment_score":0.6854873555047172}],"sentiment":"positive","sentiment_score":0.4826227895915508,"num_words":40,"start":889.485,"end":899.54},{"sentences":[{"text":"I really appreciate it.","start":899.54,"end":901.0,"sentiment":"positive","sentiment_score":0.6763254404067993},{"text":"No worries.","start":904.5,"end":905.32,"sentiment":"positive","sentiment_score":0.4495508521795273},{"text":"You too.","start":906.26,"end":906.74,"sentiment":"positive","sentiment_score":0.5159947425127029},{"text":"Thanks, AJ.","start":906.74,"end":907.54,"sentiment":"positive","sentiment_score":0.7427263855934143},{"text":"See you later.","start":907.54,"end":908.1,"sentiment":"positive","sentiment_score":0.6532950003941854}],"sentiment":"positive","sentiment_score":0.6216715941062341,"num_words":13,"start":899.54,"end":908.1},{"sentences":[{"text":"Bye.","start":908.1,"end":908.6,"sentiment":"neutral","sentiment_score":-0.09187883138656616}],"sentiment":"neutral","sentiment_score":-0.09187883138656616,"num_words":1,"start":908.1,"end":908.6}]}}]},{"alternatives":[{"transcript":"Hello. We're Aware Super, your top performing, super helpful super fund. Ready to get started? So you know, our calls are recorded for quality and training purposes. Please let us know if you do not want your call recorded. Any advice you receive during this call is general in nature and does not take into account your personal circumstances. You should consider your own situation as it may not be right for you. All information is handled in accordance with our privacy policy. Our privacy policy, financial services guide, and product disclosure statement can be obtained via our website or provided to you on request. From 5PM, May 7 to 12PM on the May 11, we will be undertaking a system outage. During this time, you will be unable to perform online and phone transactions, including applying for new accounts, investment switches, or make withdrawals. You will be able to view your account via member online during this time. We encourage you to complete any transactions prior to this date to avoid disruption. If you're an Aware Super member or wanting to join Aware Super, press 1. If you're currently working with an Aware Super financial planner, press 2. If you're an adviser or third party authority, press 3. If you're an employer When you finish your call today, you will be invited to complete a short survey. Please stay on the call to complete the survey. To maintain a safe working environment for our employees, we have a zero tolerance policy for inappropriate or aggressive behavior or abusive language towards our employees. We appreciate you treating our employees with respect during this call. The current estimated wait time is less than one minute. Welcome to Aware. You're speaking with Ripley from the Wollongong team. Can I start with a member number, please? Let me just bring that one up and see. Okay. So, yep, got here the account. Could I confirm Catherine's date of birth, please? And then just a full address for Katherine as well. And what is the organization you're calling from? Great. And just your name your full name, please? Dana Taylor. Great. Got you here. How can I help you today? That would be totally fine. I can send out a rundown by email. No problem. What email address should I get that sent to? Unfortunately, it does have to be a a copy a yeah. Yeah. It can't be a general email. It has to be in sorry. A person. Yeah. Mhmm. Right. Not a problem. And I'll just need to link a an Australian mobile number to this one for the security card. Mhmm. 282. Thank you very much. Okay. I will get that sent off to my back of house team for them to send that through. They should get to that very quickly. They like to say three to five business days, but, honestly, you should get it by by the end of the week, if not the beginning of next week. Yeah. Sure. Let's have a look here. The income protection. Yeah. There's no current insurance active on the account anymore. I am not too familiar with that details. I've not get been given the insurance training, just the basic stuff. If you do have insurance specific inquiries, I can put you through to the right team. Not a problem at all. Let me just get this one submitted first, and then I'll put you right through. Just a headline. You. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays, with a Where Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk Alright. Thanks so much for holding there, Dana. I have here AJ on the line from our team who can help you out a bit further. Thank you. I'm very good. Thank you, Dana. And you? That's right. Yeah. Hopefully, you know, this is the last call. Let's see how it goes. I don't know. I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again. So you have a question about the insurance. Right? So I can definitely help you with that. Mhmm. Alright. No problem. Just bear with me. I am sure that PPD claim usually doesn't affect the, you know, income protection. Currently, I can see there is no no income protection on the account. And and let just bear with me. Let me just double check here. Mhmm. Because I can see that there is already a TPD claim is also in process as well. Sorry. Income protection in the process. So just bear with me. I'm just double checking what's what's going on here. Can I just put you on a hold for a few minutes here, Kenneth? Thank you. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays with Aware Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk to one of our consultants today. Get retirement ready with Aware Super's My Retirement Planner. App. See how much you'll need and get a plan of how to get there. Log on to member online and get started today. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Thank you very much for waiting. Just wanted to confirm here because I was just checking when you're mentioning about the, you know, if the t pay income protection is canceled. But I can see that there is already income protection claim is in a process. Member has just recently applied for that. And it is, you know, it is with with TAO right now. TAO is the insurer. So they have started the process. No. There is none. It depends, you know, how quickly we receive the documents and also how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim. So basically, what happens is that once we send the claim, in about twenty days, a TAO case manager contacts member. Member can contact CAL in in advance as well to find out if they you know, the status and if they need any more documents. You you will need to speak with Tav. I don't know. I I have. So I was about to give you that, but, you know, you just have to bear with me. I am just finding that number. So there is a direct number for the income protection. Yep. Contact details here. Okay. So there so this is for income protection change, and the the direct number is 1800 101 019. No problem. I'm glad that I could help you here. Thank you for calling, and you have a good day too. 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We're Aware Super, your top performing, super helpful super fund. Ready to get started? So you know, our calls are recorded for quality and training purposes. Please let us know if you do not want your call recorded.\n\nAny advice you receive during this call is general in nature and does not take into account your personal circumstances. You should consider your own situation as it may not be right for you. All information is handled in accordance with our privacy policy. Our privacy policy, financial services guide, and product disclosure statement can be obtained via our website or provided to you on request. From 5PM, May 7 to 12PM on the May 11, we will be undertaking a system outage.\n\nDuring this time, you will be unable to perform online and phone transactions, including applying for new accounts, investment switches, or make withdrawals. You will be able to view your account via member online during this time. We encourage you to complete any transactions prior to this date to avoid disruption. If you're an Aware Super member or wanting to join Aware Super, press 1. If you're currently working with an Aware Super financial planner, press 2.\n\nIf you're an adviser or third party authority, press 3. If you're an employer When you finish your call today, you will be invited to complete a short survey. Please stay on the call to complete the survey. To maintain a safe working environment for our employees, we have a zero tolerance policy for inappropriate or aggressive behavior or abusive language towards our employees. We appreciate you treating our employees with respect during this call.\n\nThe current estimated wait time is less than one minute. Welcome to Aware. You're speaking with Ripley from the Wollongong team. Can I start with a member number, please? Let me just bring that one up and see.\n\nOkay. So, yep, got here the account. Could I confirm Catherine's date of birth, please? And then just a full address for Katherine as well. And what is the organization you're calling from?\n\nGreat. And just your name your full name, please? Dana Taylor. Great. Got you here.\n\nHow can I help you today? That would be totally fine. I can send out a rundown by email. No problem. What email address should I get that sent to?\n\nUnfortunately, it does have to be a a copy a yeah. Yeah. It can't be a general email. It has to be in sorry. A person.\n\nYeah. Mhmm. Right. Not a problem. And I'll just need to link a an Australian mobile number to this one for the security card.\n\nMhmm. 282. Thank you very much. Okay. I will get that sent off to my back of house team for them to send that through.\n\nThey should get to that very quickly. They like to say three to five business days, but, honestly, you should get it by by the end of the week, if not the beginning of next week. Yeah. Sure. Let's have a look here.\n\nThe income protection. Yeah. There's no current insurance active on the account anymore. I am not too familiar with that details. I've not get been given the insurance training, just the basic stuff.\n\nIf you do have insurance specific inquiries, I can put you through to the right team. Not a problem at all. Let me just get this one submitted first, and then I'll put you right through. Just a headline. You.\n\nBacked by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice?\n\nWhether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays, with a Where Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk Alright.\n\nThanks so much for holding there, Dana. I have here AJ on the line from our team who can help you out a bit further. Thank you. I'm very good. Thank you, Dana.\n\nAnd you? That's right. Yeah. Hopefully, you know, this is the last call. Let's see how it goes.\n\nI don't know. I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again. So you have a question about the insurance. Right? So I can definitely help you with that.\n\nMhmm. Alright. No problem. Just bear with me. I am sure that PPD claim usually doesn't affect the, you know, income protection.\n\nCurrently, I can see there is no no income protection on the account. And and let just bear with me. Let me just double check here. Mhmm. Because I can see that there is already a TPD claim is also in process as well.\n\nSorry. Income protection in the process. So just bear with me. I'm just double checking what's what's going on here. Can I just put you on a hold for a few minutes here, Kenneth?\n\nThank you. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents.\n\nNeed some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays with Aware Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply.\n\nTo learn more about our retirement income account, visit aware.com.au/retire or talk to one of our consultants today. Get retirement ready with Aware Super's My Retirement Planner. App. See how much you'll need and get a plan of how to get there. Log on to member online and get started today.\n\nBacked by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Thank you very much for waiting. Just wanted to confirm here because I was just checking when you're mentioning about the, you know, if the t pay income protection is canceled. But I can see that there is already income protection claim is in a process.\n\nMember has just recently applied for that. And it is, you know, it is with with TAO right now. TAO is the insurer. So they have started the process. No.\n\nThere is none. It depends, you know, how quickly we receive the documents and also how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim. So basically, what happens is that once we send the claim, in about twenty days, a TAO case manager contacts member. Member can contact CAL in in advance as well to find out if they you know, the status and if they need any more documents.\n\nYou you will need to speak with Tav. I don't know. I I have. So I was about to give you that, but, you know, you just have to bear with me. I am just finding that number.\n\nSo there is a direct number for the income protection. Yep. Contact details here. Okay. So there so this is for income protection change, and the the direct number is 1800 101 019.\n\nNo problem. I'm glad that I could help you here. Thank you for calling, and you have a good day too. 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please?","start":111.564995,"end":113.94,"sentiment":"neutral","sentiment_score":0.05703413300216198},{"text":"Let me just bring that one up and see.","start":124.5,"end":126.76,"sentiment":"neutral","sentiment_score":0.05716774695449405}],"sentiment":"neutral","sentiment_score":0.016272926310959616,"num_words":38,"start":98.765,"end":126.76},{"sentences":[{"text":"Okay.","start":129.185,"end":129.685,"sentiment":"neutral","sentiment_score":0.06318734586238861},{"text":"So, yep, got here the account.","start":130.065,"end":133.285,"sentiment":"neutral","sentiment_score":0.06380262039601803},{"text":"Could I confirm Catherine's date of birth, please?","start":133.425,"end":135.605,"sentiment":"neutral","sentiment_score":0.04821337712928653},{"text":"And then just a full address for Katherine as well.","start":140.43001,"end":144.05,"sentiment":"neutral","sentiment_score":0.0509558342397213},{"text":"And what is the organization you're calling from?","start":152.91,"end":155.655,"sentiment":"neutral","sentiment_score":-0.0015557835722574964}],"sentiment":"neutral","sentiment_score":0.04026733815430127,"num_words":33,"start":129.185,"end":155.655},{"sentences":[{"text":"Great.","start":158.615,"end":158.935,"sentiment":"positive","sentiment_score":0.5019389390945435},{"text":"And just your name your full name, please?","start":158.935,"end":161.035,"sentiment":"neutral","sentiment_score":0.20875374972820282},{"text":"Dana Taylor.","start":164.135,"end":165.015,"sentiment":"neutral","sentiment_score":0.16449638456106186},{"text":"Great.","start":165.015,"end":165.255,"sentiment":"positive","sentiment_score":0.6426287889480591},{"text":"Got you here.","start":165.255,"end":165.975,"sentiment":"positive","sentiment_score":0.5197066764036814}],"sentiment":"neutral","sentiment_score":0.31351403494675956,"num_words":15,"start":158.615,"end":165.975},{"sentences":[{"text":"How can I help you today?","start":165.975,"end":167.675,"sentiment":"positive","sentiment_score":0.43044977883497876},{"text":"That would be totally fine.","start":179.84,"end":181.52,"sentiment":"positive","sentiment_score":0.36753971576690675},{"text":"I can send out a rundown by email.","start":181.52,"end":183.28,"sentiment":"neutral","sentiment_score":0.1776386760175228},{"text":"No problem.","start":183.28,"end":184.24501,"sentiment":"neutral","sentiment_score":0.29364192485809326},{"text":"What email address should I get that sent to?","start":184.54501,"end":186.88501,"sentiment":"neutral","sentiment_score":0.27018092572689056}],"sentiment":"neutral","sentiment_score":0.295347294708093,"num_words":30,"start":165.975,"end":186.88501},{"sentences":[{"text":"Unfortunately, it does have to be a a copy a 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quickly.","start":237.215,"end":239.13501,"sentiment":"positive","sentiment_score":0.36829893929617746},{"text":"They like to say three to five business days, but, honestly, you should get it by by the end of the week, if not the beginning of next week.","start":239.13501,"end":245.955,"sentiment":"neutral","sentiment_score":0.17467241220433136},{"text":"Yeah.","start":246.655,"end":247.155,"sentiment":"neutral","sentiment_score":0.21485061943531036},{"text":"Sure.","start":261.01,"end":261.33,"sentiment":"neutral","sentiment_score":-0.015309857204556463},{"text":"Let's have a look here.","start":261.33,"end":263.11,"sentiment":"neutral","sentiment_score":-0.012395230680704116}],"sentiment":"neutral","sentiment_score":0.18095714274014152,"num_words":43,"start":237.215,"end":263.11},{"sentences":[{"text":"The income 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Alright.","start":407.215,"end":415.375,"sentiment":"neutral","sentiment_score":0.05762269777747301}],"sentiment":"neutral","sentiment_score":0.16083154482627982,"num_words":67,"start":374.38,"end":415.375},{"sentences":[{"text":"Thanks so much for holding there, Dana.","start":415.375,"end":417.375,"sentiment":"positive","sentiment_score":0.3698277005127498},{"text":"I have here AJ on the line from our team who can help you out a bit further.","start":417.375,"end":421.27,"sentiment":"neutral","sentiment_score":0.271093691388766},{"text":"Thank you.","start":421.33,"end":421.99,"sentiment":"positive","sentiment_score":0.3893278688192367},{"text":"I'm very good.","start":425.88998,"end":426.61,"sentiment":"positive","sentiment_score":0.689046839872996},{"text":"Thank you, Dana.","start":426.61,"end":427.41,"sentiment":"positive","sentiment_score":0.6434320608774821}],"sentiment":"positive","sentiment_score":0.3710476602568771,"num_words":33,"start":415.375,"end":427.41},{"sentences":[{"text":"And you?","start":427.41,"end":428.15,"sentiment":"positive","sentiment_score":0.3529125601053238},{"text":"That's right.","start":433.045,"end":433.20502,"sentiment":"neutral","sentiment_score":0.08413771912455559},{"text":"Yeah.","start":433.20502,"end":433.285,"sentiment":"neutral","sentiment_score":0.03781887888908386},{"text":"Hopefully, you know, this is the last call.","start":433.285,"end":435.20502,"sentiment":"neutral","sentiment_score":-0.007038594339974225},{"text":"Let's see how it goes.","start":435.20502,"end":436.58502,"sentiment":"neutral","sentiment_score":0.037524158135056496}],"sentiment":"neutral","sentiment_score":0.05795730407246285,"num_words":18,"start":427.41,"end":436.58502},{"sentences":[{"text":"I don't know.","start":447.87,"end":448.27,"sentiment":"neutral","sentiment_score":-0.020930010825395584},{"text":"I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again.","start":448.27,"end":454.83,"sentiment":"neutral","sentiment_score":0.0094373245623761},{"text":"So you have a question about the insurance.","start":454.83,"end":456.75,"sentiment":"neutral","sentiment_score":-0.002493788837455213},{"text":"Right?","start":456.75,"end":456.99,"sentiment":"neutral","sentiment_score":0.018106644973158836},{"text":"So I can definitely help you with 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I can see there is no no income protection on the account.","start":505.475,"end":511.11002,"sentiment":"neutral","sentiment_score":-0.1128149668757732},{"text":"And and let just bear with me.","start":512.61,"end":516.29004,"sentiment":"neutral","sentiment_score":-0.012654036549585206},{"text":"Let me just double check here.","start":516.29004,"end":518.15,"sentiment":"neutral","sentiment_score":-0.008036667170623938},{"text":"Mhmm.","start":520.05,"end":520.55,"sentiment":"neutral","sentiment_score":-0.0048412359319627285},{"text":"Because I can see that there is already a TPD claim is also in process as well.","start":525.625,"end":532.505,"sentiment":"neutral","sentiment_score":-0.019088470870081115}],"sentiment":"neutral","sentiment_score":-0.04392586520407349,"num_words":44,"start":505.475,"end":532.505},{"sentences":[{"text":"Sorry.","start":532.505,"end":532.985,"sentiment":"neutral","sentiment_score":-0.05468493700027466},{"text":"Income protection in the 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today.","start":649.58,"end":658.8,"sentiment":"neutral","sentiment_score":0.07714549679723051},{"text":"Get retirement ready with Aware Super's My Retirement Planner.","start":673.545,"end":677.43,"sentiment":"neutral","sentiment_score":0.14165239532788595},{"text":"App.","start":677.43,"end":677.91,"sentiment":"neutral","sentiment_score":0.09139208495616911},{"text":"See how much you'll need and get a plan of how to get there.","start":677.91,"end":681.45,"sentiment":"neutral","sentiment_score":0.14002579503825732},{"text":"Log on to member online and get started today.","start":681.58997,"end":684.81,"sentiment":"neutral","sentiment_score":0.12413791649871403}],"sentiment":"neutral","sentiment_score":0.1143624502800259,"num_words":51,"start":649.58,"end":684.81},{"sentences":[{"text":"Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement.","start":724.36505,"end":731.905,"sentiment":"neutral","sentiment_score":0.24741812981665134},{"text":"Go to aware.com.au/marketupdates, or download our app to see our latest investment performance.","start":732.38,"end":739.12,"sentiment":"neutral","sentiment_score":0.06524009773364434},{"text":"Thank you very much for waiting.","start":741.34,"end":743.12,"sentiment":"neutral","sentiment_score":0.3080039868752162},{"text":"Just wanted to confirm here because I was just checking when you're mentioning about the, you know, if the t pay income protection is canceled.","start":747.59503,"end":754.175,"sentiment":"neutral","sentiment_score":0.0068932299315929415},{"text":"But I can see that there is already income protection claim is in a process.","start":754.635,"end":759.295,"sentiment":"neutral","sentiment_score":0.005733947580059369}],"sentiment":"neutral","sentiment_score":0.10713879842625325,"num_words":83,"start":724.36505,"end":759.295},{"sentences":[{"text":"Member has just recently applied for that.","start":759.83997,"end":762.33997,"sentiment":"neutral","sentiment_score":0.01600213215819427},{"text":"And it is, you know, it is with with TAO right now.","start":764.24,"end":768.8,"sentiment":"neutral","sentiment_score":0.0467194098358353},{"text":"TAO is the insurer.","start":768.8,"end":769.94,"sentiment":"neutral","sentiment_score":0.032615876756608486},{"text":"So they have started the process.","start":770.56,"end":772.89996,"sentiment":"neutral","sentiment_score":0.13464414700865746},{"text":"No.","start":781.555,"end":781.795,"sentiment":"neutral","sentiment_score":-0.1100860983133316}],"sentiment":"neutral","sentiment_score":0.05002967113008102,"num_words":30,"start":759.83997,"end":781.795},{"sentences":[{"text":"There is none.","start":781.795,"end":782.595,"sentiment":"neutral","sentiment_score":-0.11396342019240062},{"text":"It depends, you know, how quickly we receive the documents and also how complex is the claim based on that.","start":782.595,"end":789.96,"sentiment":"neutral","sentiment_score":-0.05734707694500685},{"text":"And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim.","start":789.96,"end":805.675,"sentiment":"neutral","sentiment_score":-0.007237419821321965},{"text":"So basically, what happens is that once we send the claim, in about twenty days, a TAO case manager contacts member.","start":805.675,"end":814.575,"sentiment":"neutral","sentiment_score":0.018935307549933594},{"text":"Member can contact CAL in in advance as well to find out if they you know, the status and if they need any more documents.","start":814.92,"end":822.86,"sentiment":"neutral","sentiment_score":0.02952845711261034}],"sentiment":"neutral","sentiment_score":-0.006007142051929185,"num_words":119,"start":781.795,"end":822.86},{"sentences":[{"text":"You you will need to speak with Tav.","start":846.07,"end":848.49005,"sentiment":"neutral","sentiment_score":-0.018358149798586965},{"text":"I don't know.","start":858.335,"end":858.815,"sentiment":"neutral","sentiment_score":-0.04662433390816053},{"text":"I I have.","start":858.815,"end":859.375,"sentiment":"neutral","sentiment_score":-0.04215222845474879},{"text":"So I was about to give you that, but, you know, you just have to bear with me.","start":859.375,"end":863.155,"sentiment":"neutral","sentiment_score":-0.03348237400253614},{"text":"I am just finding that number.","start":863.935,"end":866.195,"sentiment":"neutral","sentiment_score":0.058399531369407974}],"sentiment":"neutral","sentiment_score":-0.017512642876490167,"num_words":38,"start":846.07,"end":866.195},{"sentences":[{"text":"So there is a direct number for the income protection.","start":866.255,"end":868.835,"sentiment":"neutral","sentiment_score":0.03864430990070104},{"text":"Yep.","start":868.895,"end":869.395,"sentiment":"neutral","sentiment_score":0.031096821650862697},{"text":"Contact details here.","start":869.58997,"end":870.89,"sentiment":"neutral","sentiment_score":0.01931963860988617},{"text":"Okay.","start":873.02997,"end":873.27,"sentiment":"neutral","sentiment_score":0.029237648472189903},{"text":"So there so this is for income protection change, and the the direct number is 1800 101 019.","start":873.27,"end":887.83496,"sentiment":"neutral","sentiment_score":0.01871017565847271}],"sentiment":"neutral","sentiment_score":0.025500595357946375,"num_words":33,"start":866.255,"end":887.83496},{"sentences":[{"text":"No problem.","start":901.91,"end":902.39,"sentiment":"positive","sentiment_score":0.4578233063220978},{"text":"I'm glad that I could help you here.","start":902.39,"end":903.67,"sentiment":"positive","sentiment_score":0.5329350829124451},{"text":"Thank you for calling, and you have a good day too.","start":903.67,"end":905.67,"sentiment":"positive","sentiment_score":0.6341459236361764},{"text":"Bye.","start":905.67,"end":906.17,"sentiment":"positive","sentiment_score":0.463329017162323}],"sentiment":"positive","sentiment_score":0.5735482478683646,"num_words":22,"start":901.91,"end":906.17}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hello. We're Aware Super, your top performing, super helpful super fund. Ready to get started? So you know, our calls are recorded for quality and training purposes. Please let us know if you do not want your call recorded.\n\nAny advice you receive during this call is general in nature and does not take into account your personal circumstances. You should consider your own situation as it may not be right for you. All information is handled in accordance with our privacy policy. Our privacy policy, financial services guide, and product disclosure statement can be obtained via our website or provided to you on request. From 5PM, May 7 to 12PM on the May 11, we will be undertaking a system outage.\n\nDuring this time, you will be unable to perform online and phone transactions, including applying for new accounts, investment switches, or make withdrawals. You will be able to view your account via member online during this time. We encourage you to complete any transactions prior to this date to avoid disruption. If you're an Aware Super member or wanting to join Aware Super, press 1. If you're currently working with an Aware Super financial planner, press 2.\n\nIf you're an adviser or third party authority, press 3. If you're an employer When you finish your call today, you will be invited to complete a short survey. Please stay on the call to complete the survey. To maintain a safe working environment for our employees, we have a zero tolerance policy for inappropriate or aggressive behavior or abusive language towards our employees. We appreciate you treating our employees with respect during this call.\n\nThe current estimated wait time is less than one minute. Welcome to Aware. You're speaking with Ripley from the Wollongong team. Can I start with a member number, please?\n\nChannel 0: Absolutely, Riffley. It is 65421622. Should be under Catherine Brantley.\n\nChannel 1: Let me just bring that one up and see.\n\nChannel 0: No worries at all.\n\nChannel 1: Okay. So, yep, got here the account. Could I confirm Catherine's date of birth, please?\n\nChannel 0: Absolutely. I've got the 1965.\n\nChannel 1: And then just a full address for Katherine as well.\n\nChannel 0: Absolutely. Number 2 Slash 24. I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105.\n\nChannel 1: And what is the organization you're calling from?\n\nChannel 0: At Oakview Financial.\n\nChannel 1: Great. And just your name your full name, please?\n\nChannel 0: Absolutely. It's Dana Taylor.\n\nChannel 1: Dana Taylor. Great. Got you here. How can I help you today?\n\nChannel 0: I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client.\n\nChannel 1: That would be totally fine. I can send out a rundown by email. No problem. What\n\nChannel 0: Fantastic.\n\nChannel 1: email address should I get that sent to?\n\nChannel 0: Can you send it to info@okiefinancial.com.au? Just the one on the\n\nChannel 1: Unfortunately,\n\nChannel 0: TPA?\n\nChannel 1: it does have to be a a copy\n\nChannel 0: A person?\n\nChannel 1: a yeah. Yeah. It can't be a general email. It has to be in\n\nChannel 0: That's absolutely fine. Not an issue. I'll send it\n\nChannel 1: sorry.\n\nChannel 0: to me. It's Dana,\n\nChannel 1: A\n\nChannel 0: d a n a,\n\nChannel 1: person.\n\nChannel 0: at O\n\nChannel 1: Yeah.\n\nChannel 0: for Youth Financial dot com\n\nChannel 1: Mhmm.\n\nChannel 0: dot a u.\n\nChannel 1: Right. Not a problem. And I'll just need to\n\nChannel 0: Thank\n\nChannel 1: link a an Australian mobile number to this one for the security card.\n\nChannel 0: you. Yeah. Absolutely. I'll give you mine. It's 04501,\n\nChannel 1: Mhmm.\n\nChannel 0: 88282.\n\nChannel 1: 282. Thank you very much. Okay. I will get that sent off to my back of house team for them to send that through. They should get to that very quickly.\n\nThey like to say three to five business days, but, honestly, you should get it by by the end of the week, if not the beginning of next week.\n\nChannel 0: Yep. Okay. Beautiful.\n\nChannel 1: Yeah.\n\nChannel 0: Are you also able to just just confirm for me if the client has any income protection still in that account? I believe she was received a TPD claim payout, so I think the income protection might have been canceled.\n\nChannel 1: Sure. Let's have a look here. The income protection. Yeah. There's no current insurance active on the account anymore.\n\nChannel 0: Okay. Perfect. So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers. Is that right?\n\nChannel 1: I am\n\nChannel 0: Sorry.\n\nChannel 1: not too familiar with that details. I've not get been given the insurance training, just the basic stuff.\n\nChannel 0: No.\n\nChannel 1: If you do\n\nChannel 0: That's\n\nChannel 1: have\n\nChannel 0: fine.\n\nChannel 1: insurance specific inquiries, I can put you through to the right team.\n\nChannel 0: Yeah. If you could, that would be fantastic. Thank you so much. I really appreciate that.\n\nChannel 1: Not a problem at all. Let me just get this one submitted first, and then I'll put you right\n\nChannel 0: Yep.\n\nChannel 1: through. Just a headline.\n\nChannel 0: Great. Thank you very\n\nChannel 1: You.\n\nChannel 0: much.\n\nChannel 1: Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice?\n\nWhether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays, with a Where Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk Alright.\n\nThanks so much for holding there, Dana. I have here AJ\n\nChannel 0: Yes.\n\nChannel 1: on the line from our team who can help you out a bit further. Thank you.\n\nChannel 0: Wonderful. Thank you so much for that. Hi, AJ. How are you?\n\nChannel 1: I'm very good. Thank you, Dana. And you?\n\nChannel 0: I'm very well. Thank you. Hopefully, it's till the end of your day.\n\nChannel 1: That's right. Yeah. Hopefully, you know, this is the last call. Let's see how it goes.\n\nChannel 0: Well, I'll try to make this a nice easy one for you. Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you?\n\nChannel 1: I don't know. I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again. So you have a question about the insurance. Right? So I can definitely\n\nChannel 0: Yes.\n\nChannel 1: help you with that.\n\nChannel 0: You're fantastic. Thank you so much. This client did receive. She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic. I'm I'm about to give her some advice on how to structure to make it easier for her.\n\nBut I wanted\n\nChannel 1: Mhmm.\n\nChannel 0: to just find out about the income protection component because I believe she used to have income protection there. And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out. And is there any way for her to maybe back claim since she has been off work prior to making a TBD claim? Sorry.\n\nChannel 1: Alright. No problem. Just bear with me. I am sure that PPD claim usually doesn't affect the, you know, income protection. Currently, I can see there is no no income protection on the account.\n\nChannel 0: Okay. Okay.\n\nChannel 1: And and let just bear with me. Let me just double check here.\n\nChannel 0: Yeah.\n\nChannel 1: Mhmm. Because I can see that there is already a TPD claim is also in process\n\nChannel 0: Yes.\n\nChannel 1: as well. Sorry. Income protection in the process. So\n\nChannel 0: Okay.\n\nChannel 1: just bear with me. I'm just double checking what's what's going on here.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: Can I just put you on a hold for a few minutes here, Kenneth?\n\nChannel 0: Absolutely. Thank you.\n\nChannel 1: Thank you. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement. To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents.\n\nNeed some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays with Aware Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply.\n\nTo learn more about our retirement income account, visit aware.com.au/retire or talk to one of our consultants today. Get retirement ready with Aware Super's My Retirement Planner. App. See how much you'll need and get a plan of how to get there. Log on to member online and get started today.\n\nBacked by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Thank you very much for waiting.\n\nChannel 0: You're fine. Yeah. Yeah. Not a problem at all.\n\nChannel 1: Just wanted to confirm here because I was just checking when you're mentioning about the, you know, if the t pay income protection is canceled. But I can see\n\nChannel 0: Yes.\n\nChannel 1: that there is already income protection claim is in a process. Member has just\n\nChannel 0: Okay.\n\nChannel 1: recently applied for that.\n\nChannel 0: Yes.\n\nChannel 1: And it is, you know, it is with with TAO right now. TAO is the insurer.\n\nChannel 0: Yes.\n\nChannel 1: So\n\nChannel 0: Yep.\n\nChannel 1: they have started the process.\n\nChannel 0: Okay. Perfect. Is there sort of an ETA on how long the claim might take to be completed? Or\n\nChannel 1: No. There is none. It depends, you know, how quickly we receive the documents and also\n\nChannel 0: Yes.\n\nChannel 1: how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim. So basically, what happens\n\nChannel 0: Okay.\n\nChannel 1: is that once we send the claim, in about twenty days, a TAO case manager contacts member. Member can contact CAL in in advance as well to find out if\n\nChannel 0: Yep.\n\nChannel 1: they you know, the\n\nChannel 0: Yes.\n\nChannel 1: status and if they need any more documents.\n\nChannel 0: Yep. Okay. No worries at all. Do you do you guys have a copy of the Cal Authority at all? Because I do know we need to sign a secondary authority to speak to the insurer to assist with the claim.\n\nIs that something I can get through where, or will we need to contact TAO Group Claims to be able to get that authority?\n\nChannel 1: You you will need to speak with Tav.\n\nChannel 0: Okay. Perfect. No. That's okay. We can organize that.\n\nNo problem at all. Do you happen to have a contact phone number for their claims team at all? If not, that's okay.\n\nChannel 1: I don't know. I I have. So I was about to give you that, but, you know, you just have to bear with me.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: I am just finding that number. So there is a direct number for the income protection. Yep. Contact details here. Okay.\n\nSo there so this is for income protection change, and the the direct\n\nChannel 0: Yep.\n\nChannel 1: number is 1800\n\nChannel 0: Yes.\n\nChannel 1: 101\n\nChannel 0: Mhmm.\n\nChannel 1: 019.\n\nChannel 0: 019. Beautiful. Thank you so much for that. I'll give them a call tomorrow. We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted.\n\nThank you so much for your help. I really appreciate it.\n\nChannel 1: No problem. I'm glad that I could help you here. Thank you for calling, and\n\nChannel 0: No\n\nChannel 1: you have\n\nChannel 0: worries.\n\nChannel 1: a good day too. Bye.\n\nChannel 0: You too. Thanks, AJ. See you later. Bye.","paragraphs":[{"sentences":[{"text":"Hello.","start":0.39999998,"end":0.9,"sentiment":"neutral","sentiment_score":0.17380836606025696},{"text":"We're Aware Super, your top performing, super helpful super fund.","start":0.96,"end":5.14,"sentiment":"positive","sentiment_score":0.6493804544210434},{"text":"Ready to get started?","start":5.3599997,"end":6.58,"sentiment":"positive","sentiment_score":0.47904712706804276},{"text":"So you know, our calls are recorded for quality and training purposes.","start":7.2799997,"end":10.82,"sentiment":"neutral","sentiment_score":-0.04140931135043502},{"text":"Please let us know if you do not want your call recorded.","start":11.12,"end":13.78,"sentiment":"neutral","sentiment_score":-0.2221574584643046}],"sentiment":"neutral","sentiment_score":0.1390000046350253,"channel":1,"num_words":39,"start":0.39999998,"end":13.78},{"sentences":[{"text":"Any advice you receive during this call is general in nature and does not take into account your personal 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policy for inappropriate or aggressive behavior or abusive language towards our employees.","start":84.73,"end":94.03,"sentiment":"neutral","sentiment_score":-0.09003198676957534},{"text":"We appreciate you treating our employees with respect during this call.","start":94.41,"end":97.965,"sentiment":"neutral","sentiment_score":0.31238989531993866}],"sentiment":"neutral","sentiment_score":0.018476862013339996,"channel":1,"num_words":75,"start":70.935,"end":97.965},{"sentences":[{"text":"The current estimated wait time is less than one minute.","start":98.765,"end":102.465,"sentiment":"neutral","sentiment_score":-0.14691735729575156},{"text":"Welcome to Aware.","start":107.884995,"end":109.005,"sentiment":"neutral","sentiment_score":0.0819695604344209},{"text":"You're speaking with Ripley from the Wollongong team.","start":109.005,"end":111.564995,"sentiment":"neutral","sentiment_score":0.10885666310787201},{"text":"Can I start with a member number, please?","start":111.564995,"end":113.94,"sentiment":"neutral","sentiment_score":0.05703413300216198}],"sentiment":"neutral","sentiment_score":0.003581430249173066,"channel":1,"num_words":29,"start":98.765,"end":113.94},{"sentences":[{"text":"Absolutely, Riffley.","start":114.700005,"end":115.82,"sentiment":"neutral","sentiment_score":0.049020469188690186},{"text":"It is 65421622.","start":115.82,"end":120.64,"sentiment":"neutral","sentiment_score":0.03195230849087238},{"text":"Should be under Catherine Brantley.","start":120.700005,"end":123.28,"sentiment":"neutral","sentiment_score":0.04122632294893265}],"sentiment":"neutral","sentiment_score":0.04000294785946608,"channel":0,"num_words":10,"start":114.700005,"end":123.28},{"sentences":[{"text":"Let me just bring that one up and see.","start":124.5,"end":126.76,"sentiment":"neutral","sentiment_score":0.05716774695449405}],"sentiment":"neutral","sentiment_score":0.05716774695449405,"channel":1,"num_words":9,"start":124.5,"end":126.76},{"sentences":[{"text":"No worries at all.","start":127.415,"end":128.715,"sentiment":"neutral","sentiment_score":0.07383675780147314}],"sentiment":"neutral","sentiment_score":0.07383675780147314,"channel":0,"num_words":4,"start":127.415,"end":128.715},{"sentences":[{"text":"Okay.","start":129.185,"end":129.685,"sentiment":"neutral","sentiment_score":0.06318734586238861},{"text":"So, yep, got here the account.","start":130.065,"end":133.285,"sentiment":"neutral","sentiment_score":0.06380262039601803},{"text":"Could I confirm Catherine's date of birth, please?","start":133.425,"end":135.605,"sentiment":"neutral","sentiment_score":0.04821337712928653}],"sentiment":"neutral","sentiment_score":0.05544733901818593,"channel":1,"num_words":15,"start":129.185,"end":135.605},{"sentences":[{"text":"Absolutely.","start":136.295,"end":136.795,"sentiment":"neutral","sentiment_score":0.0547962598502636},{"text":"I've got the 1965.","start":137.095,"end":139.915,"sentiment":"neutral","sentiment_score":0.04169712867587805}],"sentiment":"neutral","sentiment_score":0.04431695491075516,"channel":0,"num_words":5,"start":136.295,"end":139.915},{"sentences":[{"text":"And then just a full address for Katherine as well.","start":140.43001,"end":144.05,"sentiment":"neutral","sentiment_score":0.0509558342397213}],"sentiment":"neutral","sentiment_score":0.0509558342397213,"channel":1,"num_words":10,"start":140.43001,"end":144.05},{"sentences":[{"text":"Absolutely.","start":144.47,"end":144.87001,"sentiment":"neutral","sentiment_score":0.02295977808535099},{"text":"Number 2 Slash 24.","start":144.87001,"end":146.55,"sentiment":"neutral","sentiment_score":0.004453875124454498},{"text":"I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105.","start":146.55,"end":152.25,"sentiment":"neutral","sentiment_score":-0.026063430631025272}],"sentiment":"neutral","sentiment_score":-0.015370153647381812,"channel":0,"num_words":16,"start":144.47,"end":152.25},{"sentences":[{"text":"And what is the organization you're calling from?","start":152.91,"end":155.655,"sentiment":"neutral","sentiment_score":-0.0015557835722574964}],"sentiment":"neutral","sentiment_score":-0.0015557835722574964,"channel":1,"num_words":8,"start":152.91,"end":155.655},{"sentences":[{"text":"At Oakview Financial.","start":156.24501,"end":157.38501,"sentiment":"neutral","sentiment_score":0.035642863251268864}],"sentiment":"neutral","sentiment_score":0.035642863251268864,"channel":0,"num_words":3,"start":156.24501,"end":157.38501},{"sentences":[{"text":"Great.","start":158.615,"end":158.935,"sentiment":"positive","sentiment_score":0.5019389390945435},{"text":"And just your name your full name, please?","start":158.935,"end":161.035,"sentiment":"neutral","sentiment_score":0.20875374972820282}],"sentiment":"neutral","sentiment_score":0.24132988188001844,"channel":1,"num_words":9,"start":158.615,"end":161.035},{"sentences":[{"text":"Absolutely.","start":161.285,"end":161.785,"sentiment":"neutral","sentiment_score":0.30049043893814087},{"text":"It's Dana Taylor.","start":161.845,"end":162.905,"sentiment":"neutral","sentiment_score":0.21022128562132517}],"sentiment":"neutral","sentiment_score":0.2327885739505291,"channel":0,"num_words":4,"start":161.285,"end":162.905},{"sentences":[{"text":"Dana Taylor.","start":164.135,"end":165.015,"sentiment":"neutral","sentiment_score":0.16449638456106186},{"text":"Great.","start":165.015,"end":165.255,"sentiment":"positive","sentiment_score":0.6426287889480591},{"text":"Got you here.","start":165.255,"end":165.975,"sentiment":"positive","sentiment_score":0.5197066764036814},{"text":"How can I help you today?","start":165.975,"end":167.675,"sentiment":"positive","sentiment_score":0.43044977883497876}],"sentiment":"positive","sentiment_score":0.42612002169092494,"channel":1,"num_words":12,"start":164.135,"end":167.675},{"sentences":[{"text":"I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client.","start":168.19,"end":178.69,"sentiment":"neutral","sentiment_score":0.10745065081864595}],"sentiment":"neutral","sentiment_score":0.10745065081864595,"channel":0,"num_words":40,"start":168.19,"end":178.69},{"sentences":[{"text":"That would be totally fine.","start":179.84,"end":181.52,"sentiment":"positive","sentiment_score":0.36753971576690675},{"text":"I can send out a rundown by email.","start":181.52,"end":183.28,"sentiment":"neutral","sentiment_score":0.1776386760175228},{"text":"No problem.","start":183.28,"end":184.24501,"sentiment":"neutral","sentiment_score":0.29364192485809326},{"text":"What","start":184.54501,"end":184.865,"sentiment":"positive","sentiment_score":0.5049299001693726}],"sentiment":"neutral","sentiment_score":0.2719388585537672,"channel":1,"num_words":16,"start":179.84,"end":184.865},{"sentences":[{"text":"Fantastic.","start":184.645,"end":185.145,"sentiment":"positive","sentiment_score":0.5319482088088989}],"sentiment":"positive","sentiment_score":0.5319482088088989,"channel":0,"num_words":1,"start":184.645,"end":185.145},{"sentences":[{"text":"email address should I get that sent to?","start":184.865,"end":186.88501,"sentiment":"neutral","sentiment_score":0.24083730392158031}],"sentiment":"neutral","sentiment_score":0.24083730392158031,"channel":1,"num_words":8,"start":184.865,"end":186.88501},{"sentences":[{"text":"Can you send it to info@okiefinancial.com.au?","start":187.445,"end":191.445,"sentiment":"neutral","sentiment_score":0.059411795809865},{"text":"Just the one on the","start":191.445,"end":192.24501,"sentiment":"neutral","sentiment_score":-0.027812625095248223}],"sentiment":"neutral","sentiment_score":0.01976433176208626,"channel":0,"num_words":11,"start":187.445,"end":192.24501},{"sentences":[{"text":"Unfortunately,","start":192.225,"end":192.725,"sentiment":"neutral","sentiment_score":-0.17023690044879913}],"sentiment":"neutral","sentiment_score":-0.17023690044879913,"channel":1,"num_words":1,"start":192.225,"end":192.725},{"sentences":[{"text":"TPA?","start":192.24501,"end":192.74501,"sentiment":"neutral","sentiment_score":-0.1729140281677246}],"sentiment":"neutral","sentiment_score":-0.1729140281677246,"channel":0,"num_words":1,"start":192.24501,"end":192.74501},{"sentences":[{"text":"it does have to be a a 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receive.","start":460.83,"end":462.07498,"sentiment":"positive","sentiment_score":0.41916100680828094},{"text":"She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic.","start":462.13498,"end":467.35498,"sentiment":"positive","sentiment_score":0.38579330369830134},{"text":"I'm I'm about to give her some advice on how to structure to make it easier for her.","start":467.895,"end":472.315,"sentiment":"neutral","sentiment_score":0.19722090247604582}],"sentiment":"positive","sentiment_score":0.36424488325913745,"channel":0,"num_words":48,"start":459.15,"end":472.315},{"sentences":[{"text":"But I wanted","start":472.615,"end":473.19,"sentiment":"neutral","sentiment_score":0.0033305697143077846}],"sentiment":"neutral","sentiment_score":0.0033305697143077846,"channel":0,"num_words":3,"start":472.615,"end":473.19},{"sentences":[{"text":"Mhmm.","start":473.025,"end":473.525,"sentiment":"neutral","sentiment_score":-0.000035575125366449356}],"sentiment":"neutral","sentiment_score":-0.000035575125366449356,"channel":1,"num_words":1,"start":473.025,"end":473.525},{"sentences":[{"text":"to just find out about the income protection component because I believe she used to have income protection there.","start":473.19,"end":478.63,"sentiment":"neutral","sentiment_score":-0.0232757594632475},{"text":"And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out.","start":478.63,"end":487.855,"sentiment":"neutral","sentiment_score":-0.055583744112289314},{"text":"And is there any 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no income protection on the account.","start":505.475,"end":511.11002,"sentiment":"neutral","sentiment_score":-0.1128149668757732}],"sentiment":"neutral","sentiment_score":-0.06507148851147469,"channel":1,"num_words":34,"start":495.155,"end":511.11002},{"sentences":[{"text":"Okay.","start":511.22998,"end":511.72998,"sentiment":"neutral","sentiment_score":-0.009107518009841442},{"text":"Okay.","start":511.94998,"end":512.44995,"sentiment":"neutral","sentiment_score":-0.009374713525176048}],"sentiment":"neutral","sentiment_score":-0.009241115767508745,"channel":0,"num_words":2,"start":511.22998,"end":512.44995},{"sentences":[{"text":"And and let just bear with me.","start":512.61,"end":516.29004,"sentiment":"neutral","sentiment_score":-0.012654036549585206},{"text":"Let me just double check 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download our app to see our latest investment performance.","start":571.35004,"end":578.09,"sentiment":"neutral","sentiment_score":0.14723989825982314},{"text":"Understanding how investments work can help you feel more in control of the money that will support you in retirement.","start":590.125,"end":595.47,"sentiment":"positive","sentiment_score":0.45456052720546725},{"text":"To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents.","start":596.08997,"end":603.07,"sentiment":"neutral","sentiment_score":0.16578763524691265}],"sentiment":"positive","sentiment_score":0.35026378667837865,"channel":1,"num_words":74,"start":550.965,"end":603.07},{"sentences":[{"text":"Need some super advice?","start":614.995,"end":616.375,"sentiment":"neutral","sentiment_score":0.16327070444822311},{"text":"Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your 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performance.","start":732.38,"end":739.12,"sentiment":"neutral","sentiment_score":0.06524009773364434},{"text":"Thank you very much for waiting.","start":741.34,"end":743.12,"sentiment":"neutral","sentiment_score":0.3080039868752162}],"sentiment":"neutral","sentiment_score":0.20079489086949548,"channel":1,"num_words":43,"start":724.36505,"end":743.12},{"sentences":[{"text":"You're fine.","start":743.925,"end":744.58496,"sentiment":"neutral","sentiment_score":0.21156883239746094},{"text":"Yeah.","start":744.805,"end":744.96497,"sentiment":"neutral","sentiment_score":0.09252232313156128},{"text":"Yeah.","start":744.96497,"end":745.285,"sentiment":"neutral","sentiment_score":0.08565431833267212},{"text":"Not a problem at all.","start":745.285,"end":746.505,"sentiment":"neutral","sentiment_score":0.10653818547725677}],"sentiment":"neutral","sentiment_score":0.1260005815161599,"channel":0,"num_words":9,"start":743.925,"end":746.505},{"sentences":[{"text":"Just wanted to confirm here because 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March 30, we have sent that income protection claim.","start":789.96,"end":805.675,"sentiment":"neutral","sentiment_score":-0.007237419821321965},{"text":"So basically, what happens","start":805.675,"end":806.875,"sentiment":"neutral","sentiment_score":0.013943469151854515}],"sentiment":"neutral","sentiment_score":-0.012637860021523891,"channel":1,"num_words":62,"start":787.96,"end":806.875},{"sentences":[{"text":"Okay.","start":806.695,"end":807.195,"sentiment":"neutral","sentiment_score":0.04202566295862198}],"sentiment":"neutral","sentiment_score":0.04202566295862198,"channel":0,"num_words":1,"start":806.695,"end":807.195},{"sentences":[{"text":"is that once we send the claim, in about twenty days, a TAO case manager contacts member.","start":806.875,"end":814.575,"sentiment":"neutral","sentiment_score":0.020109857761246318},{"text":"Member can contact CAL in in advance as well to find out 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all.","start":852.315,"end":853.35504,"sentiment":"neutral","sentiment_score":0.07839377596974373},{"text":"Do you happen to have a contact phone number for their claims team at all?","start":853.35504,"end":856.315,"sentiment":"neutral","sentiment_score":0.01376460703710715},{"text":"If not, that's okay.","start":856.315,"end":857.375,"sentiment":"neutral","sentiment_score":-0.018497135257348418}],"sentiment":"neutral","sentiment_score":0.019393724713312542,"channel":0,"num_words":23,"start":852.315,"end":857.375},{"sentences":[{"text":"I don't know.","start":858.335,"end":858.815,"sentiment":"neutral","sentiment_score":-0.04662433390816053},{"text":"I I have.","start":858.815,"end":859.375,"sentiment":"neutral","sentiment_score":-0.04215222845474879},{"text":"So I was about to give you that, but, you know, you just have to bear with me.","start":859.375,"end":863.155,"sentiment":"neutral","sentiment_score":-0.03348237400253614}],"sentiment":"neutral","sentiment_score":-0.03620885079726577,"channel":1,"num_words":24,"start":858.335,"end":863.155},{"sentences":[{"text":"Yeah.","start":863.435,"end":863.835,"sentiment":"neutral","sentiment_score":0.0377412848174572},{"text":"Sure.","start":863.835,"end":864.335,"sentiment":"neutral","sentiment_score":0.06395260989665985}],"sentiment":"neutral","sentiment_score":0.050846947357058525,"channel":0,"num_words":2,"start":863.435,"end":864.335},{"sentences":[{"text":"I am just finding that number.","start":863.935,"end":866.195,"sentiment":"neutral","sentiment_score":0.058399531369407974},{"text":"So there is a direct number for the income protection.","start":866.255,"end":868.835,"sentiment":"neutral","sentiment_score":0.03864430990070104},{"text":"Yep.","start":868.895,"end":869.395,"sentiment":"neutral","sentiment_score":0.031096821650862697},{"text":"Contact details here.","start":869.58997,"end":870.89,"sentiment":"neutral","sentiment_score":0.01931963860988617},{"text":"Okay.","start":873.02997,"end":873.27,"sentiment":"neutral","sentiment_score":0.029237648472189903}],"sentiment":"neutral","sentiment_score":0.04072065110362712,"channel":1,"num_words":21,"start":863.935,"end":873.27},{"sentences":[{"text":"So there so this is for income protection change, and the the direct","start":873.27,"end":877.45,"sentiment":"neutral","sentiment_score":0.02112216244523342}],"sentiment":"neutral","sentiment_score":0.02112216244523342,"channel":1,"num_words":13,"start":873.27,"end":877.45},{"sentences":[{"text":"Yep.","start":877.13,"end":877.63,"sentiment":"neutral","sentiment_score":0.01668025366961956}],"sentiment":"neutral","sentiment_score":0.01668025366961956,"channel":0,"num_words":1,"start":877.13,"end":877.63},{"sentences":[{"text":"number is 1800","start":878.39,"end":880.49,"sentiment":"neutral","sentiment_score":0.01495151687413454}],"sentiment":"neutral","sentiment_score":0.01495151687413454,"channel":1,"num_words":3,"start":878.39,"end":880.49},{"sentences":[{"text":"Yes.","start":881.325,"end":881.825,"sentiment":"neutral","sentiment_score":0.013886677101254463}],"sentiment":"neutral","sentiment_score":0.013886677101254463,"channel":0,"num_words":1,"start":881.325,"end":881.825},{"sentences":[{"text":"101","start":883.02997,"end":884.25,"sentiment":"neutral","sentiment_score":0.010540680028498173}],"sentiment":"neutral","sentiment_score":0.010540680028498173,"channel":1,"num_words":1,"start":883.02997,"end":884.25},{"sentences":[{"text":"Mhmm.","start":885.005,"end":885.505,"sentiment":"neutral","sentiment_score":0.008661117404699326}],"sentiment":"neutral","sentiment_score":0.008661117404699326,"channel":0,"num_words":1,"start":885.005,"end":885.505},{"sentences":[{"text":"019.","start":886.695,"end":887.83496,"sentiment":"neutral","sentiment_score":0.00679981941357255}],"sentiment":"neutral","sentiment_score":0.00679981941357255,"channel":1,"num_words":1,"start":886.695,"end":887.83496},{"sentences":[{"text":"019.","start":888.605,"end":889.485,"sentiment":"neutral","sentiment_score":0.011700601316988468},{"text":"Beautiful.","start":889.485,"end":889.985,"sentiment":"positive","sentiment_score":0.34876519441604614},{"text":"Thank you so much for that.","start":890.125,"end":891.40497,"sentiment":"positive","sentiment_score":0.5779313643773397},{"text":"I'll give them a call tomorrow.","start":891.40497,"end":892.605,"sentiment":"positive","sentiment_score":0.38845545053482056},{"text":"We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted.","start":892.605,"end":898.1,"sentiment":"positive","sentiment_score":0.41797070056200025}],"sentiment":"positive","sentiment_score":0.4270059028366471,"channel":0,"num_words":34,"start":888.605,"end":898.1},{"sentences":[{"text":"Thank you so much for your help.","start":898.1,"end":899.54,"sentiment":"positive","sentiment_score":0.6854873555047172},{"text":"I really appreciate it.","start":899.54,"end":901.0,"sentiment":"positive","sentiment_score":0.6763254404067993}],"sentiment":"positive","sentiment_score":0.6821557500145652,"channel":0,"num_words":11,"start":898.1,"end":901.0},{"sentences":[{"text":"No problem.","start":901.91,"end":902.39,"sentiment":"positive","sentiment_score":0.4578233063220978},{"text":"I'm glad that I could help you here.","start":902.39,"end":903.67,"sentiment":"positive","sentiment_score":0.5329350829124451},{"text":"Thank you for calling, and","start":903.67,"end":904.63,"sentiment":"positive","sentiment_score":0.6948736131191253}],"sentiment":"positive","sentiment_score":0.5768996894359588,"channel":1,"num_words":15,"start":901.91,"end":904.63},{"sentences":[{"text":"No","start":904.5,"end":904.82,"sentiment":"positive","sentiment_score":0.42061305046081543}],"sentiment":"positive","sentiment_score":0.42061305046081543,"channel":0,"num_words":1,"start":904.5,"end":904.82},{"sentences":[{"text":"you have","start":904.63,"end":904.87,"sentiment":"positive","sentiment_score":0.3961983919143677}],"sentiment":"positive","sentiment_score":0.3961983919143677,"channel":1,"num_words":2,"start":904.63,"end":904.87},{"sentences":[{"text":"worries.","start":904.82,"end":905.32,"sentiment":"positive","sentiment_score":0.47848865389823914}],"sentiment":"positive","sentiment_score":0.47848865389823914,"channel":0,"num_words":1,"start":904.82,"end":905.32},{"sentences":[{"text":"a good day too.","start":904.87,"end":905.67,"sentiment":"positive","sentiment_score":0.6772100776433945},{"text":"Bye.","start":905.67,"end":906.17,"sentiment":"positive","sentiment_score":0.463329017162323}],"sentiment":"positive","sentiment_score":0.6344338655471802,"channel":1,"num_words":5,"start":904.87,"end":906.17},{"sentences":[{"text":"You too.","start":906.26,"end":906.74,"sentiment":"positive","sentiment_score":0.5159947425127029},{"text":"Thanks, AJ.","start":906.74,"end":907.54,"sentiment":"positive","sentiment_score":0.7427263855934143},{"text":"See you later.","start":907.54,"end":908.1,"sentiment":"positive","sentiment_score":0.6532950003941854},{"text":"Bye.","start":908.1,"end":908.6,"sentiment":"neutral","sentiment_score":-0.09187883138656616}],"sentiment":"positive","sentiment_score":0.5481810532510281,"channel":0,"num_words":8,"start":906.26,"end":908.6}]},"summary":{"result":"success","short":"Aware Super informs the customer that calls are recorded and there will be a system outage during the current time. The agent provides privacy policy and a zero-talk policy for inappropriate behavior towards employees. The agent confirms the customer's information and sends a rundown email with a retirement income account link. The agent advises the customer to book in for a follow-up call and provides information on income protection. The agent confirms the client's income protection is fully canceled and provides the customer with a direct number for the income protection claims team."},"intents":{"segments":[{"text":"So you know, our calls are recorded for quality and training purposes. Please let us know if you do not want your call recorded. Any advice you receive during this call is general in nature and does not take into account your personal circumstances. You should consider your own situation as it may not be right for you.","start_word":15,"end_word":72,"intents":[{"intent":"Inform callers","confidence_score":0.009101923}]},{"text":"I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client. That would be totally fine.","start_word":408,"end_word":452,"intents":[{"intent":"Update client information","confidence_score":0.021202177}]},{"text":"I believe she was received a TPD claim payout, so I think the income protection might have been canceled. Sure.","start_word":662,"end_word":681,"intents":[{"intent":"Confirm cancellation of income protection","confidence_score":0.017816762}]},{"text":"There's no current insurance active on the account anymore. Okay. Perfect. So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers. Is that right?","start_word":690,"end_word":730,"intents":[{"intent":"Provide information on insurance coverage","confidence_score":0.0061752736}]},{"text":"Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Understanding how investments work can help you feel more in control of the money that will support you in retirement.","start_word":817,"end_word":873,"intents":[{"intent":"Provide information about investment results","confidence_score":0.0017065766}]},{"text":"Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost.","start_word":893,"end_word":923,"intents":[{"intent":"Offer advisor on retirement planning","confidence_score":0.00008016249}]},{"text":"Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you? I don't know. I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again. So you have a question about the insurance. Right?","start_word":1049,"end_word":1114,"intents":[{"intent":"Clarify insurance information","confidence_score":0.07441082}]},{"text":"It depends, you know, how quickly we receive the documents and also Yes. how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim. So basically, what happens Okay.","start_word":1692,"end_word":1767,"intents":[{"intent":"Provide information","confidence_score":0.0049532293}]},{"text":"how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim.","start_word":1705,"end_word":1762,"intents":[{"intent":"Assist with claim","confidence_score":0.26780206},{"intent":"Assist with claim","confidence_score":0.07769208}]}]},"sentiments":{"segments":[{"text":"Hello.","start_word":0,"end_word":0,"sentiment":"neutral","sentiment_score":0.17380836606025696},{"text":"We're Aware Super, your top performing, super helpful super fund. Ready to get started?","start_word":1,"end_word":14,"sentiment":"positive","sentiment_score":0.5661660432815552},{"text":"So you know, our calls are recorded for quality and training purposes. Please let us know if you do not want your call recorded.","start_word":15,"end_word":38,"sentiment":"neutral","sentiment_score":-0.13335488736629486},{"text":"Any advice you receive during this call is general in nature and does not take into account your personal circumstances. You should consider your own situation as it may not be right for you.","start_word":39,"end_word":72,"sentiment":"negative","sentiment_score":-0.3945543766021729},{"text":"All information is handled in accordance with our privacy policy. Our privacy policy, financial services guide, and product disclosure statement can be obtained via our website or provided to you on request. From 5PM, May 7 to 12PM on the May 11, we will be undertaking a system outage. During this time, you will be unable to perform online and phone transactions, including applying for new accounts, investment switches, or make withdrawals. You will be able to view your account via member online during this time. We encourage you to complete any transactions prior to this date to avoid disruption. If you're an Aware Super member or wanting to join Aware Super, press 1. If you're currently working with an Aware Super financial planner, press 2. If you're an adviser or third party authority, press 3. If you're an employer When you finish your call today, you will be invited to complete a short survey. Please stay on the call to complete the survey. To maintain a safe working environment for our employees, we have a zero tolerance policy for inappropriate or aggressive behavior or abusive language towards our employees. We appreciate you treating our employees with respect during this call. The current estimated wait time is less than one minute. Welcome to Aware. You're speaking with Ripley from the Wollongong team. Can I start with a member number, please? Absolutely, Riffley. It is 65421622. Should be under Catherine Brantley. Let me just bring that one up and see. No worries at all. Okay. So, yep, got here the account. Could I confirm Catherine's date of birth, please? Absolutely. I've got the 1965. And then just a full address for Katherine as well. Absolutely. Number 2 Slash 24. I'm gonna say this wrong, but Carousel Street, Bowling, Victoria 3105. And what is the organization you're calling from? At Oakview Financial.","start_word":73,"end_word":382,"sentiment":"neutral","sentiment_score":-0.019379616207292963},{"text":"Great.","start_word":383,"end_word":383,"sentiment":"positive","sentiment_score":0.5019389390945435},{"text":"And just your name your full name, please? Absolutely. It's Dana Taylor. Dana Taylor.","start_word":384,"end_word":397,"sentiment":"neutral","sentiment_score":0.202197328209877},{"text":"Great. Got you here. How can I help you today?","start_word":398,"end_word":407,"sentiment":"positive","sentiment_score":0.4865421950817108},{"text":"I just wanted to see if I can please confirm if you can give me an update on a bit of a quick rundown on the client or if I'm able to receive a rundown via email for this client.","start_word":408,"end_word":447,"sentiment":"neutral","sentiment_score":0.10917259007692336},{"text":"That would be totally fine.","start_word":448,"end_word":452,"sentiment":"positive","sentiment_score":0.35925349593162537},{"text":"I can send out a rundown by email. No problem.","start_word":453,"end_word":462,"sentiment":"neutral","sentiment_score":0.19619148969650269},{"text":"What Fantastic.","start_word":463,"end_word":464,"sentiment":"positive","sentiment_score":0.5229421257972717},{"text":"email address should I get that sent to? Can you send it to info@okiefinancial.com.au? Just the one on the Unfortunately, TPA? it does have to be a a copy A person? a yeah. Yeah. It can't be a general email. It has to be in That's absolutely fine. Not an issue. I'll send it sorry. to me. It's Dana, A d a n a, person. at O for Yeah. Youth Financial dot com Mhmm. dot a u. Right. Not a problem. And I'll just need to Thank link a an Australian mobile number to this one for the security card. you. Yeah. Absolutely. I'll give you mine. It's 04501, Mhmm. 88282. 282. Thank you very much. Okay. I will get that sent off to my back of house team for them to send that through.","start_word":465,"end_word":599,"sentiment":"neutral","sentiment_score":0.06954742223024368},{"text":"They should get to that very quickly.","start_word":600,"end_word":606,"sentiment":"positive","sentiment_score":0.3693322241306305},{"text":"They like to say three to five business days, but, honestly, you should get it by by the end of the week, if not the beginning of next week. Yep. Okay.","start_word":607,"end_word":637,"sentiment":"neutral","sentiment_score":0.1796160340309143},{"text":"Beautiful.","start_word":638,"end_word":638,"sentiment":"positive","sentiment_score":0.5892390608787537},{"text":"Yeah. Are you also able to just just confirm for me if the client has any income protection still in that account? I believe she was received a TPD claim payout, so I think the income protection might have been canceled. Sure. Let's have a look here. The income protection. Yeah. There's no current insurance active on the account anymore. Okay. Perfect. So with the with the way the CBD and the IP and the life is structured, if you claim on one, it cancels out all those covers. Is that right? I am Sorry. not too familiar with that details. I've not get been given the insurance training, just the basic stuff. No. If you do That's have fine. insurance specific inquiries, I can put you through to the right team. Yeah.","start_word":639,"end_word":771,"sentiment":"neutral","sentiment_score":-0.03796964995843127},{"text":"If you could, that would be fantastic. Thank you so much. I really appreciate that.","start_word":772,"end_word":786,"sentiment":"positive","sentiment_score":0.475475400686264},{"text":"Not a problem at all. Let me just get this one submitted first, and then I'll put you right Yep. through. Just a headline.","start_word":787,"end_word":810,"sentiment":"neutral","sentiment_score":0.11968880891799928},{"text":"Great. Thank you very You. much. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement.","start_word":811,"end_word":840,"sentiment":"positive","sentiment_score":0.3908480405807495},{"text":"Go to aware.com.au/marketupdates, or download our app to see our latest investment performance.","start_word":841,"end_word":853,"sentiment":"neutral","sentiment_score":0.1524103283882141},{"text":"Understanding how investments work can help you feel more in control of the money that will support you in retirement.","start_word":854,"end_word":873,"sentiment":"positive","sentiment_score":0.39695271849632263},{"text":"To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays, with a Where Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk Alright.","start_word":874,"end_word":959,"sentiment":"neutral","sentiment_score":0.14146386086940765},{"text":"Thanks so much for holding there, Dana.","start_word":960,"end_word":966,"sentiment":"positive","sentiment_score":0.3796117305755615},{"text":"I have here AJ Yes. on the line from our team who can help you out a bit further.","start_word":967,"end_word":985,"sentiment":"neutral","sentiment_score":0.2635307013988495},{"text":"Thank you. Wonderful. Thank you so much for that.","start_word":986,"end_word":994,"sentiment":"positive","sentiment_score":0.4915326535701752},{"text":"Hi, AJ. How are you?","start_word":995,"end_word":999,"sentiment":"neutral","sentiment_score":0.1491808444261551},{"text":"I'm very good. Thank you, Dana. And you? I'm very well. Thank you.","start_word":1000,"end_word":1012,"sentiment":"positive","sentiment_score":0.5675734281539917},{"text":"Hopefully, it's till the end of your day. That's right. Yeah. Hopefully, you know, this is the last call. Let's see how it goes. Well, I'll try to make this a nice easy one for you. Have you been provided the information of the client's account and our third party authority, or did you need me to re provide that to you? I don't know. I have got Catherine's account in front of me, and you you have my colleague already done the security check, so we don't need to do it again. So you have a question about the insurance. Right? So I can definitely Yes. help you with that.","start_word":1013,"end_word":1123,"sentiment":"neutral","sentiment_score":0.0509490966796875},{"text":"You're fantastic. Thank you so much. This client did receive. She claimed on her total term disability cover, and it has been paid out to her account, which is fantastic.","start_word":1124,"end_word":1153,"sentiment":"positive","sentiment_score":0.4858033061027527},{"text":"I'm I'm about to give her some advice on how to structure to make it easier for her. But I wanted Mhmm. to just find out about the income protection component because I believe she used to have income protection there. And I've gone through the PDFs for where I just can't find the information, but I wanted to clarify that the income protection is fully canceled once the TPD claim is paid out. And is there any way for her to maybe back claim since she has been off work prior to making a TBD claim? Sorry. Alright. No problem. Just bear with me. I am sure that PPD claim usually doesn't affect the, you know, income protection. Currently, I can see there is no no income protection on the account. Okay. Okay. And and let just bear with me. Let me just double check here. Yeah. Mhmm. Because I can see that there is already a TPD claim is also in process Yes. as well. Sorry. Income protection in the process. So Okay. just bear with me. I'm just double checking what's what's going on here. Yeah. Sure. Can I just put you on a hold for a few minutes here, Kenneth?","start_word":1154,"end_word":1357,"sentiment":"neutral","sentiment_score":-0.01462878661193684},{"text":"Absolutely. Thank you. Thank you. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement.","start_word":1358,"end_word":1386,"sentiment":"positive","sentiment_score":0.47578707337379456},{"text":"Go to aware.com.au/marketupdates or download our app to see our latest investment performance.","start_word":1387,"end_word":1399,"sentiment":"neutral","sentiment_score":0.14255274832248688},{"text":"Understanding how investments work can help you feel more in control of the money that will support you in retirement.","start_word":1400,"end_word":1419,"sentiment":"positive","sentiment_score":0.44852298498153687},{"text":"To find out more, book in for a complimentary webinar event this week at aware.com.au/investmentevents. Need some super advice? Whether it's a life moment that changes everything or prepping for retirement, our super experts can provide you with some simple help to help grow your super for no extra cost. Retire from work, not paydays with Aware Super's retirement income account. When you stop working, you keep earning tax free. Conditions apply. To learn more about our retirement income account, visit aware.com.au/retire or talk to one of our consultants today. Get retirement ready with Aware Super's My Retirement Planner. App. See how much you'll need and get a plan of how to get there. Log on to member online and get started today. Backed by our team of investment specialists, we aim to deliver strong long term returns to help grow your savings into your best retirement. Go to aware.com.au/marketupdates, or download our app to see our latest investment performance. Thank you very much for waiting. You're fine. Yeah. Yeah. Not a problem at all. Just wanted to confirm here because I was just checking when you're mentioning about the, you know, if the t pay income protection is canceled. But I can see Yes. that there is already income protection claim is in a process. Member has just Okay. recently applied for that. Yes. And it is, you know, it is with with TAO right now. TAO is the insurer. Yes. So Yep. they have started the process. Okay. Perfect. Is there sort of an ETA on how long the claim might take to be completed? Or No. There is none. It depends, you know, how quickly we receive the documents and also Yes. how complex is the claim based on that. And if you want, you know, you can I'm not sure, like, you know, whether the file will give you that information, but if member wants this and I can see that this is already it has fairly recently, you know, March 30, we have sent that income protection claim. So basically, what happens Okay. is that once we send the claim, in about twenty days, a TAO case manager contacts member. Member can contact CAL in in advance as well to find out if Yep. they you know, the Yes. status and if they need any more documents. Yep. Okay. No worries at all. Do you do you guys have a copy of the Cal Authority at all? Because I do know we need to sign a secondary authority to speak to the insurer to assist with the claim. Is that something I can get through where, or will we need to contact TAO Group Claims to be able to get that authority? You you will need to speak with Tav. Okay. Perfect. No. That's okay. We can organize that. No problem at all. Do you happen to have a contact phone number for their claims team at all? If not, that's okay. I don't know. I I have. So I was about to give you that, but, you know, you just have to bear with me. Yeah. Sure. I am just finding that number. So there is a direct number for the income protection. Yep. Contact details here. Okay. So there so this is for income protection change, and the the direct Yep. number is 1800 Yes. 101 Mhmm. 019. 019. Beautiful.","start_word":1420,"end_word":1986,"sentiment":"neutral","sentiment_score":0.06161884884670298},{"text":"Thank you so much for that. I'll give them a call tomorrow. We'll organize that authority, and I'll be able to assist the client in completing that claim and getting it sorted. Thank you so much for your help. I really appreciate it. No problem. I'm glad that I could help you here. Thank you for calling, and No you have worries. a good day too. Bye. You too. Thanks, AJ. See you later.","start_word":1987,"end_word":2060,"sentiment":"positive","sentiment_score":0.5305480755664207},{"text":"Bye.","start_word":2061,"end_word":2061,"sentiment":"neutral","sentiment_score":0.3230190873146057}],"average":{"sentiment":"neutral","sentiment_score":0.0975697979988109}}}}