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Oh, we're having a day with technology. I've got you perfectly. I have a I have a client who's claiming TPD or total disability or incapacity, whichever you wanna call it. And I was just wanting to call up, a, to see whether there's any notes on file. I'm well aware that I'm calling post the claims team being there, so I'm not gonna be able to talk to them, which is fine. I just wanted to see how things were going with the claim, whether there was any notes, anything outstanding, or anything that we need to do. And then it's been a hot minute. And when I say a hot minute, I mean quite a few years. It's actually done a claim with you guys. So I wanted to make sure that everything had gone through with the requirements for the claim. So whether there was anything else from a superannuation claims perspective that needed to happen because, obviously, the insurance with it's with MetLife. That'll get assessed, and then I wanna make sure that the CareSuper, the super side also is getting assessed at the same time or will get assessed and make sure that there's nothing missing for that. Yeah. 12885O. 04/1175 Mott Gregory Hill. My oh, mine? Amy Farrow. Sorry. It's been a long day. We've been at it since 04:00 this morning. Bloody children. 513068. Let me have a look. Because I don't hold. Initial information form. I don't believe so. No. 995. Alright. That's okay. Cool. I can grab that. That's easy. Yep. Yep. Yeah. Two. Yeah. Yeah. No. A 100%. Cool. So there's nothing outside of the two medical forms that you guys from a super perspective are gonna need. There's no other, like, secret special. I've dealt with AustralianSuper before, and they were the biggest pain. You claim the insurance, and then after the insurance is claimed, then they turn around and go, oh, yeah. By the way, there's all these other documents you need, and half of them are secondary medical documents. It was awful. So yep. Cool. But the withdrawal? Yeah. Yeah. Makes it makes it accessible, like, unrestricted and unpreserved. So the withdrawing your super form, that does not have to be submitted until the client makes a decision on what and when they wanna withdraw. Correct? Fantastic. Yep. Cool. So the early release of super permanent incapacitating medical report, that is the report one and report two for the doctor. And then other than that, there was the initial information form for TPD claim that was required for the I believe the client like, random weird stuff, but provide, like, supporting reports and stuff like that. Yeah. Yeah. Thought he had an oncology referral and stuff. Perfect. No. That's okay. Alright. Amazing. Well, I'm gonna jump back off to him. I think everything has been sent to him anyway, but I'm just kinda jumping in and taking over the claims. So I'm gonna go and I'm harassing all my clients. But before I harass the clients, harass the providers to find out where everything sits. So I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can. We're still going. Thanks so much, Brie. I love it. Have a great one. 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Hi, Brie. My name is Larissa from Oaktree Financial. How are you going? Are you there, Brie?\n\nYeah. I got you, darling. How are you going? Are you going okay? Oh, we're having a day with technology.\n\nI've got you perfectly. I have a I have a client who's claiming TPD or total disability or incapacity, whichever you wanna call it. And I was just wanting to call up, a, to see whether there's any notes on file. I'm well aware that I'm calling post the claims team being there, so I'm not gonna be able to talk to them, which is fine. I just wanted to see how things were going with the claim, whether there was any notes, anything outstanding, or anything that we need to do.\n\nAnd then it's been a hot minute. And when I say a hot minute, I mean quite a few years. It's actually done a claim with you guys. So I wanted to make sure that everything had gone through with the requirements for the claim. So whether there was anything else from a superannuation claims perspective that needed to happen because, obviously, the insurance with it's with MetLife.\n\nThat'll get assessed, and then I wanna make sure that the CareSuper, the super side also is getting assessed at the same time or will get assessed and make sure that there's nothing missing for that. Yeah. 12885O. 04/1175 Mott Gregory Hill. My oh, mine?\n\nAmy Farrow. Sorry. It's been a long day. We've been at it since 04:00 this morning. Bloody children.\n\n513068. Let me have a look. Because I don't hold. Initial information form. I don't believe so.\n\nNo. 995. Alright. That's okay. Cool.\n\nI can grab that. That's easy. Yep. Yep. Yeah.\n\nTwo. Yeah. Yeah. No. A 100%.\n\nCool. So there's nothing outside of the two medical forms that you guys from a super perspective are gonna need. There's no other, like, secret special. I've dealt with AustralianSuper before, and they were the biggest pain. You claim the insurance, and then after the insurance is claimed, then they turn around and go, oh, yeah.\n\nBy the way, there's all these other documents you need, and half of them are secondary medical documents. It was awful. So yep. Cool. But the withdrawal?\n\nYeah. Yeah. Makes it makes it accessible, like, unrestricted and unpreserved. So the withdrawing your super form, that does not have to be submitted until the client makes a decision on what and when they wanna withdraw. Correct?\n\nFantastic. Yep. Cool. So the early release of super permanent incapacitating medical report, that is the report one and report two for the doctor. And then other than that, there was the initial information form for TPD claim that was required for the I believe the client like, random weird stuff, but provide, like, supporting reports and stuff like that.\n\nYeah. Yeah. Thought he had an oncology referral and stuff. Perfect. No.\n\nThat's okay. Alright. Amazing. Well, I'm gonna jump back off to him. I think everything has been sent to him anyway, but I'm just kinda jumping in and taking over the claims.\n\nSo I'm gonna go and I'm harassing all my clients. But before I harass the clients, harass the providers to find out where everything sits. So I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can. We're still going. Thanks so much, Brie.\n\nI love it. Have a great one. Bye.","paragraphs":[{"sentences":[{"text":"I'm hoping we have a pen.","start":43.075,"end":45.472145,"sentiment":"neutral","sentiment_score":-0.00814770037929217},{"text":"Hi, Brie.","start":45.497856,"end":46.52357,"sentiment":"neutral","sentiment_score":0.1720646172761917},{"text":"My name is Larissa from Oaktree Financial.","start":46.549286,"end":48.995003,"sentiment":"neutral","sentiment_score":0.18021936927522933},{"text":"How are you going?","start":48.995003,"end":49.815002,"sentiment":"neutral","sentiment_score":0.27850281074643135},{"text":"Are you there, Brie?","start":54.275,"end":55.38,"sentiment":"neutral","sentiment_score":0.06122525967657566}],"sentiment":"neutral","sentiment_score":0.12676916951718536,"num_words":23,"start":43.075,"end":55.38},{"sentences":[{"text":"Yeah.","start":61.46,"end":61.78,"sentiment":"neutral","sentiment_score":0.01690424233675003},{"text":"I got you, darling.","start":61.78,"end":62.74,"sentiment":"neutral","sentiment_score":0.12393388897180557},{"text":"How are you going?","start":62.74,"end":63.64,"sentiment":"neutral","sentiment_score":0.1276115495711565},{"text":"Are you going okay?","start":68.74,"end":69.880005,"sentiment":"neutral","sentiment_score":0.07941786013543606},{"text":"Oh, we're having a day with technology.","start":74.134995,"end":75.994995,"sentiment":"neutral","sentiment_score":-0.017838133898164545}],"sentiment":"neutral","sentiment_score":0.060794524988159536,"num_words":20,"start":61.46,"end":75.994995},{"sentences":[{"text":"I've got you perfectly.","start":76.215,"end":77.274994,"sentiment":"positive","sentiment_score":0.4573065936565399},{"text":"I have a I have a client who's claiming TPD or total disability or incapacity, whichever you wanna call it.","start":83.73499,"end":92.61,"sentiment":"neutral","sentiment_score":-0.042381292954087255},{"text":"And I was just wanting to call up, a, to see whether there's any notes on file.","start":92.67,"end":95.71,"sentiment":"neutral","sentiment_score":-0.04962382640908746},{"text":"I'm well aware that I'm calling post the claims team being there, so I'm not gonna be able to talk to them, which is fine.","start":95.71,"end":102.245,"sentiment":"neutral","sentiment_score":-0.1351246377825737},{"text":"I just wanted to see how things were going with the claim, whether there was any notes, anything outstanding, or anything that we need to do.","start":102.385,"end":108.865005,"sentiment":"neutral","sentiment_score":-0.027084076347259376}],"sentiment":"neutral","sentiment_score":-0.04287289633699085,"num_words":92,"start":76.215,"end":108.865005},{"sentences":[{"text":"And then it's been a hot minute.","start":108.865005,"end":110.725006,"sentiment":"neutral","sentiment_score":-0.061553332422460826},{"text":"And when I say a hot minute, I mean quite a few years.","start":110.785,"end":112.705,"sentiment":"neutral","sentiment_score":-0.059832585259125784},{"text":"It's actually done a claim with you guys.","start":112.705,"end":114.48,"sentiment":"neutral","sentiment_score":-0.051720984280109406},{"text":"So I wanted to make sure that everything had gone through with the requirements for the claim.","start":115.200005,"end":122.0,"sentiment":"neutral","sentiment_score":-0.01057654684957336},{"text":"So whether there was anything else from a superannuation claims perspective that needed to happen because, obviously, the insurance with it's with MetLife.","start":122.0,"end":131.355,"sentiment":"neutral","sentiment_score":-0.07150568157110525}],"sentiment":"neutral","sentiment_score":-0.050689658560954476,"num_words":68,"start":108.865005,"end":131.355},{"sentences":[{"text":"That'll get assessed, and then I wanna make sure that the CareSuper, the super side also is getting assessed at the same time or will get assessed and make sure that there's nothing missing for that.","start":132.135,"end":141.595,"sentiment":"neutral","sentiment_score":0.011498872113103667},{"text":"Yeah.","start":147.43001,"end":147.93001,"sentiment":"neutral","sentiment_score":0.050303053110837936},{"text":"12885O.","start":148.31001,"end":150.17001,"sentiment":"neutral","sentiment_score":0.04156145080924034},{"text":"04/1175 Mott Gregory Hill.","start":159.74501,"end":162.40501,"sentiment":"neutral","sentiment_score":0.02626304980367422},{"text":"My oh, mine?","start":215.245,"end":217.80501,"sentiment":"neutral","sentiment_score":-0.006971701669196288}],"sentiment":"neutral","sentiment_score":0.01311024431553152,"num_words":45,"start":132.135,"end":217.80501},{"sentences":[{"text":"Amy Farrow.","start":217.80501,"end":218.945,"sentiment":"neutral","sentiment_score":-0.029893953818827868},{"text":"Sorry.","start":219.80501,"end":220.30501,"sentiment":"neutral","sentiment_score":-0.06738980859518051},{"text":"It's been a long day.","start":221.725,"end":223.025,"sentiment":"neutral","sentiment_score":-0.26653843820095063},{"text":"We've been at it since 04:00 this morning.","start":223.16501,"end":225.345,"sentiment":"neutral","sentiment_score":-0.19029374234378338},{"text":"Bloody children.","start":225.485,"end":226.30501,"sentiment":"negative","sentiment_score":-0.3719979226589203}],"sentiment":"neutral","sentiment_score":-0.2070119828503165,"num_words":18,"start":217.80501,"end":226.30501},{"sentences":[{"text":"513068.","start":235.78,"end":238.28,"sentiment":"neutral","sentiment_score":0.004523818381130695},{"text":"Let me have a look.","start":264.04,"end":265.5,"sentiment":"neutral","sentiment_score":-0.08571494668722153},{"text":"Because I don't hold.","start":266.52002,"end":270.38,"sentiment":"negative","sentiment_score":-0.3503626063466072},{"text":"Initial information form.","start":276.98502,"end":278.685,"sentiment":"neutral","sentiment_score":-0.2555032471815745},{"text":"I don't believe so.","start":282.585,"end":283.945,"sentiment":"negative","sentiment_score":-0.4359614700078964}],"sentiment":"neutral","sentiment_score":-0.2550504095304538,"num_words":17,"start":235.78,"end":283.945},{"sentences":[{"text":"No.","start":283.945,"end":284.445,"sentiment":"neutral","sentiment_score":-0.2850055694580078},{"text":"995.","start":304.10498,"end":305.565,"sentiment":"neutral","sentiment_score":-0.0011728378012776377},{"text":"Alright.","start":327.875,"end":328.275,"sentiment":"neutral","sentiment_score":0.19081924855709076},{"text":"That's okay.","start":328.275,"end":328.995,"sentiment":"positive","sentiment_score":0.38068336248397827},{"text":"Cool.","start":328.995,"end":329.315,"sentiment":"positive","sentiment_score":0.6011508107185364}],"sentiment":"neutral","sentiment_score":0.21119306283071637,"num_words":6,"start":283.945,"end":329.315},{"sentences":[{"text":"I can grab that.","start":329.315,"end":330.035,"sentiment":"positive","sentiment_score":0.4586687535047531},{"text":"That's easy.","start":330.035,"end":330.775,"sentiment":"positive","sentiment_score":0.3929486572742462},{"text":"Yep.","start":345.81,"end":346.31,"sentiment":"neutral","sentiment_score":0.015616906806826591},{"text":"Yep.","start":354.37,"end":354.645,"sentiment":"neutral","sentiment_score":-0.014155302196741104},{"text":"Yeah.","start":357.125,"end":357.625,"sentiment":"neutral","sentiment_score":-0.00042149797081947327}],"sentiment":"neutral","sentiment_score":0.2912902705785301,"num_words":9,"start":329.315,"end":357.625},{"sentences":[{"text":"Two.","start":357.845,"end":358.345,"sentiment":"neutral","sentiment_score":-0.005172352306544781},{"text":"Yeah.","start":358.805,"end":359.305,"sentiment":"neutral","sentiment_score":-0.002604026347398758},{"text":"Yeah.","start":360.645,"end":360.965,"sentiment":"neutral","sentiment_score":-0.01691599190235138},{"text":"No.","start":360.965,"end":361.125,"sentiment":"neutral","sentiment_score":-0.05733853206038475},{"text":"A 100%.","start":361.125,"end":361.925,"sentiment":"neutral","sentiment_score":0.013209966942667961}],"sentiment":"neutral","sentiment_score":-0.009268494788557291,"num_words":6,"start":357.845,"end":361.925},{"sentences":[{"text":"Cool.","start":361.925,"end":362.245,"sentiment":"neutral","sentiment_score":0.17902562022209167},{"text":"So there's nothing outside of the two medical forms that you guys from a super perspective are gonna need.","start":362.245,"end":367.44498,"sentiment":"neutral","sentiment_score":0.008464682259057698},{"text":"There's no other, like, secret special.","start":367.44498,"end":370.22,"sentiment":"neutral","sentiment_score":-0.15306752920150757},{"text":"I've dealt with AustralianSuper before, and they were the biggest pain.","start":370.44,"end":374.78,"sentiment":"neutral","sentiment_score":-0.2622221193530343},{"text":"You claim the insurance, and then after the insurance is claimed, then they turn around and go, oh, yeah.","start":375.72,"end":379.72,"sentiment":"neutral","sentiment_score":-0.12697993493393847}],"sentiment":"neutral","sentiment_score":-0.10492165479809046,"num_words":56,"start":361.925,"end":379.72},{"sentences":[{"text":"By the way, there's all these other documents you need, and half of them are secondary medical documents.","start":379.72,"end":384.515,"sentiment":"neutral","sentiment_score":-0.09439927691386805},{"text":"It was awful.","start":384.575,"end":385.55502,"sentiment":"negative","sentiment_score":-0.7006462216377258},{"text":"So yep.","start":391.855,"end":392.83502,"sentiment":"neutral","sentiment_score":0.0002816274936776608},{"text":"Cool.","start":399.71,"end":399.95,"sentiment":"neutral","sentiment_score":0.026521923020482063},{"text":"But the withdrawal?","start":399.95,"end":402.29,"sentiment":"neutral","sentiment_score":0.004507760827740033}],"sentiment":"neutral","sentiment_score":-0.13927841440265723,"num_words":27,"start":379.72,"end":402.29},{"sentences":[{"text":"Yeah.","start":403.55,"end":403.87,"sentiment":"neutral","sentiment_score":0.0814075767993927},{"text":"Yeah.","start":403.87,"end":404.27,"sentiment":"neutral","sentiment_score":0.10530329495668413},{"text":"Makes it makes it accessible, like, unrestricted and unpreserved.","start":404.27,"end":408.21,"sentiment":"neutral","sentiment_score":0.13483999255630705},{"text":"So the withdrawing your super form, that does not have to be submitted until the client makes a decision on what and when they wanna withdraw.","start":408.75,"end":416.405,"sentiment":"neutral","sentiment_score":0.062383456012377374},{"text":"Correct?","start":416.405,"end":416.905,"sentiment":"neutral","sentiment_score":0.07242459058761597}],"sentiment":"neutral","sentiment_score":0.08143855925453336,"num_words":38,"start":403.55,"end":416.905},{"sentences":[{"text":"Fantastic.","start":418.64502,"end":419.14502,"sentiment":"neutral","sentiment_score":0.1068694144487381},{"text":"Yep.","start":425.445,"end":425.91,"sentiment":"neutral","sentiment_score":0.006754536181688309},{"text":"Cool.","start":434.63,"end":435.11002,"sentiment":"positive","sentiment_score":0.35975438356399536},{"text":"So the early release of super permanent incapacitating medical report, that is the report one and report two for the doctor.","start":435.11002,"end":441.37,"sentiment":"neutral","sentiment_score":0.019943916726680028},{"text":"And then other than that, there was the initial information form for TPD claim that was required for the I believe the client like, random weird stuff, but provide, like, supporting reports and stuff like that.","start":441.91498,"end":466.43997,"sentiment":"neutral","sentiment_score":-0.008710912377056148}],"sentiment":"neutral","sentiment_score":0.009643462331344685,"num_words":60,"start":418.64502,"end":466.43997},{"sentences":[{"text":"Yeah.","start":466.43997,"end":466.93997,"sentiment":"neutral","sentiment_score":0.008275488391518593},{"text":"Yeah.","start":472.325,"end":472.825,"sentiment":"neutral","sentiment_score":0.009751418605446815},{"text":"Thought he had an oncology referral and stuff.","start":472.885,"end":477.305,"sentiment":"neutral","sentiment_score":-0.006748412153683603},{"text":"Perfect.","start":485.94,"end":486.41998,"sentiment":"neutral","sentiment_score":0.24742291867733},{"text":"No.","start":486.41998,"end":486.65997,"sentiment":"neutral","sentiment_score":0.0026751942932605743}],"sentiment":"neutral","sentiment_score":0.01784481022817393,"num_words":12,"start":466.43997,"end":486.65997},{"sentences":[{"text":"That's okay.","start":486.65997,"end":487.13998,"sentiment":"neutral","sentiment_score":0.032643433660268784},{"text":"Alright.","start":487.13998,"end":487.62,"sentiment":"neutral","sentiment_score":0.21361570060253143},{"text":"Amazing.","start":487.62,"end":488.12,"sentiment":"positive","sentiment_score":0.3365025222301483},{"text":"Well, I'm gonna jump back off to him.","start":488.18,"end":490.25998,"sentiment":"neutral","sentiment_score":-0.03258939320221543},{"text":"I think everything has been sent to him anyway, but I'm just kinda jumping in and taking over the claims.","start":490.25998,"end":494.75998,"sentiment":"neutral","sentiment_score":-0.158534474670887}],"sentiment":"neutral","sentiment_score":-0.08799998590257019,"num_words":32,"start":486.65997,"end":494.75998},{"sentences":[{"text":"So I'm gonna go and I'm harassing all my clients.","start":495.69998,"end":498.46503,"sentiment":"neutral","sentiment_score":-0.32197078615427016},{"text":"But before I harass the clients, harass the providers to find out where everything sits.","start":498.46503,"end":502.40503,"sentiment":"neutral","sentiment_score":-0.21995713810125986},{"text":"So I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can.","start":502.945,"end":512.565,"sentiment":"neutral","sentiment_score":0.002994494560437325},{"text":"We're still going.","start":517.04004,"end":518.02,"sentiment":"neutral","sentiment_score":0.0761995476981004},{"text":"Thanks so much, Brie.","start":519.36,"end":520.4,"sentiment":"positive","sentiment_score":0.9081191569566727}],"sentiment":"neutral","sentiment_score":-0.035791610905402144,"num_words":71,"start":495.69998,"end":520.4},{"sentences":[{"text":"I love it.","start":520.4,"end":520.96,"sentiment":"positive","sentiment_score":0.9163400530815125},{"text":"Have a great one.","start":520.96,"end":522.02,"sentiment":"positive","sentiment_score":0.7361578941345215},{"text":"Bye.","start":524.24,"end":524.74,"sentiment":"neutral","sentiment_score":-0.08178570866584778}],"sentiment":"positive","sentiment_score":0.7014832533895969,"num_words":8,"start":520.4,"end":524.74}]}}]},{"alternatives":[{"transcript":"Thanks for calling CareSoupa. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and Hey. It's Super. You're speaking with Bree. Hi. Sorry. Oh, yeah. Are you there? Yeah. Sorry. The line just cut out there for a second. Can you hear me alright? Oh, it's going again. Oh, there you are again. Can you hear me? Perfect. Alright. How can I help you? Mhmm. Mhmm. Yep. Mhmm. Yep. Yep. Okay. Perfect. Not a problem. Well, we'll start with an account number or a member number if you got that. Thank you. And just the member's date of birth and full name? Thank you. And I'll just check that third party authority. So where were you calling from again? Sorry. Financial. Thank you. And if I could also confirm with you, let's have a look. Your full name? Yes. Thank you. You're alright. Oh, no. And if I could also just confirm the ASL number. Okay. Perfect. Thank you. Alright. So I'll just have a quick look over. This was I need to have a complete return. So I can see that they did send an email out to you guys to request for the TPD initial information form. Has that one been completed and returned? I'll just see where they sent that to. Sorry. It's just taking a second to load up the email. Alright. They sent it to a Madison at Oakview Financial. So but, basically, what they need to move forward is there's two two separate sides for this. They need the initial TPD form to start the insurance claim. And then for the super side of things, we need a second medical opinion for the early release side of it. So the the insurance requires one opinion. We require the a second one to actually unlock the funds. No. Right. No. So for for the early release, it's just the two medical reports to actually unlock the funds, and then it's a withdrawing your super form to actually process a withdrawal for however much it's being requested if we're looking to do a withdrawal. So the the two reports just will unlock. Yeah. Mhmm. Yep. Mhmm. Yes. Correct. So processing the early release claim, they will just go through the process of actually unlocking his funds for withdrawals. Whether he chooses to do one or not, that's that's another story. It's just getting it unlocked so he has that ability there. Mhmm. Yes. Yes. Yes. Yes. They once they get that, then it will all go off to MetLife. I can see we've got a yeah. There's a medical statement and I think a Centrelink one. Looks like there is actually a withdrawing your super form that has been submitted as well alongside it, which they will just hold that until the once the, the early release permitting capacity side of it with us is completed, then they can process that withdrawal. Mhmm. That's fair. Perfect. Well, hopefully, your day is not too much longer, and you can get get home. That's all good. You too. 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We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and Hey. It's Super.\n\nYou're speaking with Bree. Hi. Sorry. Oh, yeah. Are you there?\n\nYeah. Sorry. The line just cut out there for a second. Can you hear me alright? Oh, it's going again.\n\nOh, there you are again. Can you hear me? Perfect. Alright. How can I help you?\n\nMhmm. Mhmm. Yep. Mhmm. Yep.\n\nYep. Okay. Perfect. Not a problem. Well, we'll start with an account number or a member number if you got that.\n\nThank you. And just the member's date of birth and full name? Thank you. And I'll just check that third party authority. So where were you calling from again?\n\nSorry. Financial. Thank you. And if I could also confirm with you, let's have a look. Your full name?\n\nYes. Thank you. You're alright. Oh, no. And if I could also just confirm the ASL number.\n\nOkay. Perfect. Thank you. Alright. So I'll just have a quick look over.\n\nThis was I need to have a complete return. So I can see that they did send an email out to you guys to request for the TPD initial information form. Has that one been completed and returned? I'll just see where they sent that to. Sorry.\n\nIt's just taking a second to load up the email. Alright. They sent it to a Madison at Oakview Financial. So but, basically, what they need to move forward is there's two two separate sides for this. They need the initial TPD form to start the insurance claim.\n\nAnd then for the super side of things, we need a second medical opinion for the early release side of it. So the the insurance requires one opinion. We require the a second one to actually unlock the funds. No. Right.\n\nNo. So for for the early release, it's just the two medical reports to actually unlock the funds, and then it's a withdrawing your super form to actually process a withdrawal for however much it's being requested if we're looking to do a withdrawal. So the the two reports just will unlock. Yeah. Mhmm.\n\nYep. Mhmm. Yes. Correct. So processing the early release claim, they will just go through the process of actually unlocking his funds for withdrawals.\n\nWhether he chooses to do one or not, that's that's another story. It's just getting it unlocked so he has that ability there. Mhmm. Yes. Yes.\n\nYes. Yes. They once they get that, then it will all go off to MetLife. I can see we've got a yeah. There's a medical statement and I think a Centrelink one.\n\nLooks like there is actually a withdrawing your super form that has been submitted as well alongside it, which they will just hold that until the once the, the early release permitting capacity side of it with us is completed, then they can process that withdrawal. Mhmm. That's fair. Perfect. Well, hopefully, your day is not too much longer, and you can get get home.\n\nThat's all good. You too. Thank you.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSoupa.","start":2.56,"end":4.02,"sentiment":"positive","sentiment_score":0.5694980323314667},{"text":"We record all our calls for training and compliance.","start":4.4,"end":7.14,"sentiment":"neutral","sentiment_score":0.31745608647664386},{"text":"We appreciate your feedback.","start":7.68,"end":9.22,"sentiment":"positive","sentiment_score":0.511914387345314},{"text":"If we have your email address, we may send you a quick survey.","start":9.36,"end":12.58,"sentiment":"neutral","sentiment_score":0.1068120372410004},{"text":"Please let us know if you don't wish to participate.","start":12.799999,"end":14.82,"sentiment":"neutral","sentiment_score":-0.15177364498376847}],"sentiment":"neutral","sentiment_score":0.17633936228230596,"num_words":40,"start":2.56,"end":14.82},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your information.","start":15.764999,"end":19.225,"sentiment":"neutral","sentiment_score":0.013277764121691385},{"text":"You can find it at caresoupa.com.au.","start":19.685,"end":22.564999,"sentiment":"neutral","sentiment_score":0.036521504943569504},{"text":"We've recently changed our menu prompt.","start":22.564999,"end":24.585,"sentiment":"neutral","sentiment_score":-0.02734398189932108},{"text":"Please listen carefully to the following options.","start":24.724998,"end":26.904999,"sentiment":"neutral","sentiment_score":-0.0241098552942276},{"text":"For employer inquiries, press 1.","start":27.539999,"end":29.88,"sentiment":"neutral","sentiment_score":-0.005920655466616154}],"sentiment":"neutral","sentiment_score":0.0004451678703642554,"num_words":36,"start":15.764999,"end":29.88},{"sentences":[{"text":"For member inquiries, press 2.","start":30.099998,"end":32.199997,"sentiment":"neutral","sentiment_score":-0.006178018543869257},{"text":"If you're a financial adviser, press 3.","start":32.42,"end":35.16,"sentiment":"neutral","sentiment_score":-0.011265754433614867},{"text":"Thanks for waiting.","start":39.14,"end":40.019997,"sentiment":"neutral","sentiment_score":0.16271444161732992},{"text":"We're currently busy helping and Hey.","start":40.019997,"end":43.375,"sentiment":"neutral","sentiment_score":-0.07956135769685109},{"text":"It's Super.","start":43.375,"end":43.855003,"sentiment":"neutral","sentiment_score":0.1680707111954689}],"sentiment":"neutral","sentiment_score":0.010311575100311766,"num_words":23,"start":30.099998,"end":43.855003},{"sentences":[{"text":"You're speaking with Bree.","start":43.855003,"end":45.155003,"sentiment":"neutral","sentiment_score":-0.0156396827660501},{"text":"Hi.","start":55.94,"end":56.1,"sentiment":"neutral","sentiment_score":-0.018909595906734467},{"text":"Sorry.","start":56.1,"end":56.6,"sentiment":"neutral","sentiment_score":-0.06294086575508118},{"text":"Oh, yeah.","start":56.739998,"end":57.46,"sentiment":"neutral","sentiment_score":-0.03537102788686752},{"text":"Are you there?","start":57.46,"end":57.94,"sentiment":"neutral","sentiment_score":-0.04607690249880155}],"sentiment":"neutral","sentiment_score":-0.03212563236328689,"num_words":11,"start":43.855003,"end":57.94},{"sentences":[{"text":"Yeah.","start":57.94,"end":58.18,"sentiment":"neutral","sentiment_score":-0.03728869557380676},{"text":"Sorry.","start":58.18,"end":58.42,"sentiment":"neutral","sentiment_score":-0.12790663540363312},{"text":"The line just cut out there for a second.","start":58.42,"end":60.02,"sentiment":"neutral","sentiment_score":-0.19717399610413444},{"text":"Can you hear me alright?","start":60.02,"end":61.079998,"sentiment":"neutral","sentiment_score":-0.11382499486207961},{"text":"Oh, it's going again.","start":62.98,"end":68.119995,"sentiment":"neutral","sentiment_score":0.09306594077497721}],"sentiment":"neutral","sentiment_score":-0.10683112535625697,"num_words":20,"start":57.94,"end":68.119995},{"sentences":[{"text":"Oh, there you are again.","start":71.745,"end":73.365,"sentiment":"neutral","sentiment_score":-0.018070897459983824},{"text":"Can you hear me?","start":74.225,"end":75.285,"sentiment":"neutral","sentiment_score":-0.035801039543002844},{"text":"Perfect.","start":75.505005,"end":76.005005,"sentiment":"positive","sentiment_score":0.5215945839881897},{"text":"Alright.","start":80.225,"end":80.725,"sentiment":"neutral","sentiment_score":0.2288513034582138},{"text":"How can I help you?","start":80.785,"end":81.925,"sentiment":"neutral","sentiment_score":0.16491904556751252}],"sentiment":"neutral","sentiment_score":0.08384265436325222,"num_words":16,"start":71.745,"end":81.925},{"sentences":[{"text":"Mhmm.","start":114.93,"end":115.43,"sentiment":"neutral","sentiment_score":-0.05061893165111542},{"text":"Mhmm.","start":128.215,"end":128.375,"sentiment":"neutral","sentiment_score":-0.04075242578983307},{"text":"Yep.","start":128.375,"end":128.875,"sentiment":"neutral","sentiment_score":-0.009531691670417786},{"text":"Mhmm.","start":131.975,"end":132.475,"sentiment":"neutral","sentiment_score":0.0017601745203137398},{"text":"Yep.","start":138.73999,"end":139.23999,"sentiment":"neutral","sentiment_score":0.013711204752326012}],"sentiment":"neutral","sentiment_score":-0.017086333967745303,"num_words":5,"start":114.93,"end":139.23999},{"sentences":[{"text":"Yep.","start":139.54,"end":140.04,"sentiment":"neutral","sentiment_score":0.015099091455340384},{"text":"Okay.","start":141.54,"end":142.01999,"sentiment":"neutral","sentiment_score":0.14433786273002625},{"text":"Perfect.","start":142.01999,"end":142.51999,"sentiment":"positive","sentiment_score":0.36241382360458374},{"text":"Not a problem.","start":142.57999,"end":143.22,"sentiment":"neutral","sentiment_score":0.28314780195554096},{"text":"Well, we'll start with an account number or a member number if you got that.","start":143.22,"end":147.0,"sentiment":"neutral","sentiment_score":0.11836056709289551}],"sentiment":"neutral","sentiment_score":0.14984298524047648,"num_words":21,"start":139.54,"end":147.0},{"sentences":[{"text":"Thank you.","start":154.89499,"end":155.635,"sentiment":"neutral","sentiment_score":0.21519038826227188},{"text":"And just the member's date of birth and full name?","start":155.775,"end":158.915,"sentiment":"neutral","sentiment_score":0.08377574756741524},{"text":"Thank you.","start":167.01,"end":167.90999,"sentiment":"neutral","sentiment_score":0.19206849485635757},{"text":"And I'll just check that third party authority.","start":182.74501,"end":185.46501,"sentiment":"neutral","sentiment_score":0.04515636432915926},{"text":"So where were you calling from again?","start":185.46501,"end":186.74501,"sentiment":"neutral","sentiment_score":-0.0048052653936403135}],"sentiment":"neutral","sentiment_score":0.0682720447858346,"num_words":29,"start":154.89499,"end":186.74501},{"sentences":[{"text":"Sorry.","start":186.74501,"end":187.24501,"sentiment":"neutral","sentiment_score":-0.05961284786462784},{"text":"Financial.","start":190.10501,"end":190.60501,"sentiment":"neutral","sentiment_score":-0.024343272671103477},{"text":"Thank you.","start":191.54501,"end":192.365,"sentiment":"neutral","sentiment_score":0.09357519820332527},{"text":"And if I could also confirm with you, let's have a look.","start":207.405,"end":212.22499,"sentiment":"neutral","sentiment_score":0.04196456245457133},{"text":"Your full name?","start":212.92499,"end":213.825,"sentiment":"neutral","sentiment_score":0.00584539429595073}],"sentiment":"neutral","sentiment_score":0.03285816885334881,"num_words":19,"start":186.74501,"end":213.825},{"sentences":[{"text":"Yes.","start":218.44499,"end":218.94499,"sentiment":"neutral","sentiment_score":-0.0014033922925591469},{"text":"Thank you.","start":220.045,"end":221.025,"sentiment":"neutral","sentiment_score":0.06740177422761917},{"text":"You're alright.","start":221.405,"end":222.22499,"sentiment":"neutral","sentiment_score":-0.005382241215556861},{"text":"Oh, no.","start":225.84001,"end":226.58,"sentiment":"neutral","sentiment_score":-0.12508732825517654},{"text":"And if I could also just confirm the ASL number.","start":230.48001,"end":234.1,"sentiment":"neutral","sentiment_score":-0.023858554661273956}],"sentiment":"neutral","sentiment_score":-0.02153673702303101,"num_words":17,"start":218.44499,"end":234.1},{"sentences":[{"text":"Okay.","start":238.765,"end":239.265,"sentiment":"neutral","sentiment_score":0.11702045053243636},{"text":"Perfect.","start":239.325,"end":239.72499,"sentiment":"positive","sentiment_score":0.35658207535743713},{"text":"Thank you.","start":239.72499,"end":240.545,"sentiment":"positive","sentiment_score":0.3976259380578995},{"text":"Alright.","start":241.965,"end":242.44499,"sentiment":"neutral","sentiment_score":0.17184653878211975},{"text":"So I'll just have a quick look over.","start":242.44499,"end":244.605,"sentiment":"neutral","sentiment_score":0.07839429937303066}],"sentiment":"neutral","sentiment_score":0.1590657950593875,"num_words":13,"start":238.765,"end":244.605},{"sentences":[{"text":"This was I need to have a complete return.","start":244.605,"end":247.825,"sentiment":"neutral","sentiment_score":-0.009252074278063245},{"text":"So I can see that they did send an email out to you guys to request for the TPD initial information form.","start":251.87,"end":260.21,"sentiment":"neutral","sentiment_score":0.004775499332357536},{"text":"Has that one been completed and returned?","start":260.43,"end":262.53,"sentiment":"neutral","sentiment_score":0.0005976012242691857},{"text":"I'll just see where they sent that to.","start":284.54,"end":287.44,"sentiment":"neutral","sentiment_score":-0.15916064381599426},{"text":"Sorry.","start":300.67502,"end":300.915,"sentiment":"neutral","sentiment_score":-0.20607055723667145}],"sentiment":"neutral","sentiment_score":-0.03092298260394563,"num_words":47,"start":244.605,"end":300.915},{"sentences":[{"text":"It's just taking a second to load up the email.","start":300.915,"end":303.415,"sentiment":"neutral","sentiment_score":-0.11433048248291015},{"text":"Alright.","start":322.895,"end":323.295,"sentiment":"neutral","sentiment_score":0.05458123981952667},{"text":"They sent it to a Madison at Oakview Financial.","start":323.295,"end":326.675,"sentiment":"neutral","sentiment_score":0.06585494014951918},{"text":"So but, basically, what they need to move forward is there's two two separate sides for this.","start":331.695,"end":337.95502,"sentiment":"neutral","sentiment_score":0.016817295869045398},{"text":"They need the initial TPD form to start the insurance claim.","start":338.255,"end":344.89,"sentiment":"neutral","sentiment_score":0.007193651219660585}],"sentiment":"neutral","sentiment_score":-0.0027292693848721683,"num_words":48,"start":300.915,"end":344.89},{"sentences":[{"text":"And then for the super side of things, we need a second medical opinion for the early release side of it.","start":345.67,"end":353.14502,"sentiment":"neutral","sentiment_score":0.001244385682401203},{"text":"So the the insurance requires one opinion.","start":353.14502,"end":356.36502,"sentiment":"neutral","sentiment_score":-0.009214953120265688},{"text":"We require the a second one to actually unlock the funds.","start":356.585,"end":360.285,"sentiment":"neutral","sentiment_score":-0.009549978358501738},{"text":"No.","start":378.995,"end":379.495,"sentiment":"neutral","sentiment_score":-0.2338082194328308},{"text":"Right.","start":385.475,"end":385.975,"sentiment":"neutral","sentiment_score":-0.1397748440504074}],"sentiment":"neutral","sentiment_score":-0.012609887754590047,"num_words":41,"start":345.67,"end":385.975},{"sentences":[{"text":"No.","start":386.275,"end":386.595,"sentiment":"neutral","sentiment_score":-0.12564201653003693},{"text":"So for for the early release, it's just the two medical reports to actually unlock the funds, and then it's a withdrawing your super form to actually process a withdrawal for however much it's being requested if we're looking to do a withdrawal.","start":386.595,"end":400.69998,"sentiment":"neutral","sentiment_score":-0.015449001702891534},{"text":"So the the two reports just will unlock.","start":400.69998,"end":402.88,"sentiment":"neutral","sentiment_score":0.007842654827982187},{"text":"Yeah.","start":403.25998,"end":403.75998,"sentiment":"neutral","sentiment_score":0.06109662353992462},{"text":"Mhmm.","start":406.22,"end":406.72,"sentiment":"neutral","sentiment_score":0.08778179436922073}],"sentiment":"neutral","sentiment_score":-0.01070980431891426,"num_words":54,"start":386.275,"end":406.72},{"sentences":[{"text":"Yep.","start":408.745,"end":409.245,"sentiment":"neutral","sentiment_score":0.10898935049772264},{"text":"Mhmm.","start":411.38498,"end":411.88498,"sentiment":"neutral","sentiment_score":0.0736561268568039},{"text":"Yes.","start":416.985,"end":417.485,"sentiment":"neutral","sentiment_score":0.12546776235103607},{"text":"Correct.","start":417.54498,"end":418.04498,"sentiment":"neutral","sentiment_score":0.21291333436965945},{"text":"So processing the early release claim, they will just go through the process of actually unlocking his funds for withdrawals.","start":418.50497,"end":426.29,"sentiment":"neutral","sentiment_score":0.030026257317513228}],"sentiment":"neutral","sentiment_score":0.046731321684395276,"num_words":24,"start":408.745,"end":426.29},{"sentences":[{"text":"Whether he chooses to do one or not, that's that's another story.","start":426.91,"end":430.45,"sentiment":"neutral","sentiment_score":-0.035976830714692674},{"text":"It's just getting it unlocked so he has that ability there.","start":430.51,"end":433.89,"sentiment":"neutral","sentiment_score":0.07499544322490692},{"text":"Mhmm.","start":439.61502,"end":440.11502,"sentiment":"neutral","sentiment_score":0.026410214602947235},{"text":"Yes.","start":440.89502,"end":441.39502,"sentiment":"neutral","sentiment_score":0.04437597468495369},{"text":"Yes.","start":442.095,"end":442.595,"sentiment":"neutral","sentiment_score":0.02390917018055916}],"sentiment":"neutral","sentiment_score":0.018766279475620158,"num_words":26,"start":426.91,"end":442.595},{"sentences":[{"text":"Yes.","start":446.655,"end":447.155,"sentiment":"neutral","sentiment_score":0.013362275436520576},{"text":"Yes.","start":449.40002,"end":449.88,"sentiment":"neutral","sentiment_score":0.020953260362148285},{"text":"They once they get that, then it will all go off to MetLife.","start":449.88,"end":452.86002,"sentiment":"neutral","sentiment_score":-0.007423018409798925},{"text":"I can see we've got a yeah.","start":462.915,"end":464.995,"sentiment":"neutral","sentiment_score":-0.0065333422805581775},{"text":"There's a medical statement and I think a Centrelink one.","start":464.995,"end":468.435,"sentiment":"neutral","sentiment_score":-0.009796437481418252}],"sentiment":"neutral","sentiment_score":-0.006433796072087716,"num_words":32,"start":446.655,"end":468.435},{"sentences":[{"text":"Looks like there is actually a withdrawing your super form that has been submitted as well alongside it, which they will just hold that until the once the, the early release permitting capacity side of it with us is completed, then they can process that withdrawal.","start":468.435,"end":484.85,"sentiment":"neutral","sentiment_score":0.012217754680339409},{"text":"Mhmm.","start":493.755,"end":494.255,"sentiment":"neutral","sentiment_score":-0.1799943745136261},{"text":"That's fair.","start":502.795,"end":503.615,"sentiment":"neutral","sentiment_score":-0.044458791613578796},{"text":"Perfect.","start":512.27,"end":512.77,"sentiment":"positive","sentiment_score":0.3874305188655853},{"text":"Well, hopefully, your day is not too much longer, and you can get get home.","start":512.91003,"end":517.65,"sentiment":"neutral","sentiment_score":0.18728257119655609}],"sentiment":"neutral","sentiment_score":0.053688828374903935,"num_words":65,"start":468.435,"end":517.65},{"sentences":[{"text":"That's all good.","start":521.47003,"end":522.27,"sentiment":"positive","sentiment_score":0.6472774942715963},{"text":"You too.","start":522.27,"end":522.67,"sentiment":"positive","sentiment_score":0.572898656129837},{"text":"Thank you.","start":522.67,"end":523.49,"sentiment":"positive","sentiment_score":0.7643289268016815}],"sentiment":"positive","sentiment_score":0.6594696640968323,"num_words":7,"start":521.47003,"end":523.49}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thanks for calling CareSoupa. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and\n\nChannel 0: I'm hoping\n\nChannel 1: Hey. It's\n\nChannel 0: we\n\nChannel 1: Super. You're\n\nChannel 0: have\n\nChannel 1: speaking with\n\nChannel 0: a\n\nChannel 1: Bree.\n\nChannel 0: pen. Hi, Brie. My name is Larissa from Oaktree Financial. How are you going? Are you there, Brie?\n\nChannel 1: Hi. Sorry. Oh, yeah. Are you there? Yeah.\n\nSorry. The line just cut out there for a second. Can you hear me alright?\n\nChannel 0: Yeah. I got you, darling. How\n\nChannel 1: Oh,\n\nChannel 0: are you going?\n\nChannel 1: it's going again.\n\nChannel 0: Are you going okay?\n\nChannel 1: Oh, there you are again.\n\nChannel 0: Oh,\n\nChannel 1: Can\n\nChannel 0: we're\n\nChannel 1: you\n\nChannel 0: having\n\nChannel 1: hear me?\n\nChannel 0: a day with technology.\n\nChannel 1: Perfect.\n\nChannel 0: I've got you perfectly.\n\nChannel 1: Alright. How can I help you?\n\nChannel 0: I have a I have a client who's claiming TPD or total disability or incapacity, whichever you wanna call it. And I was just wanting to call up, a, to see whether there's any notes on file. I'm well aware that I'm calling post the claims team being there, so I'm not gonna be able to talk to them, which is fine. I just wanted to see how things were going with the claim, whether there was any notes, anything outstanding, or anything that we need to do. And then it's been a hot minute.\n\nAnd when I say a hot minute, I mean quite a few years. It's actually done a claim with you guys.\n\nChannel 1: Mhmm.\n\nChannel 0: So I wanted to make sure that everything had gone through with the requirements for the claim. So whether there was anything else from a superannuation claims perspective that needed to happen because,\n\nChannel 1: Mhmm. Yep.\n\nChannel 0: obviously, the insurance with it's with MetLife.\n\nChannel 1: Mhmm.\n\nChannel 0: That'll get assessed, and then I wanna make sure that the CareSuper, the super side also is getting assessed at the same time or will get assessed\n\nChannel 1: Yep.\n\nChannel 0: and\n\nChannel 1: Yep.\n\nChannel 0: make sure that there's nothing missing for that.\n\nChannel 1: Okay. Perfect. Not a problem. Well, we'll start with an account number or a member number if you got that.\n\nChannel 0: Yeah. 12885O.\n\nChannel 1: Thank you. And just the member's date of birth and full name?\n\nChannel 0: 04/1175 Mott Gregory Hill.\n\nChannel 1: Thank you. And I'll just check that third party authority. So where were you calling from again? Sorry. Financial.\n\nThank you. And if I could also confirm with you, let's have a look. Your full name?\n\nChannel 0: My oh, mine? Amy\n\nChannel 1: Yes.\n\nChannel 0: Farrow. Sorry.\n\nChannel 1: Thank you. You're alright.\n\nChannel 0: It's been a long day. We've been at it since 04:00 this morning. Bloody children.\n\nChannel 1: Oh, no. And if I could also just confirm the ASL number.\n\nChannel 0: 513068.\n\nChannel 1: Okay. Perfect. Thank you. Alright. So I'll just have a quick look over.\n\nThis was I need to have a complete return. So I can see that they did send an email out to you guys to request for the TPD initial information form. Has that one been completed and returned?\n\nChannel 0: Let me have a look. Because I don't hold. Initial information form. I don't believe so. No.\n\nChannel 1: I'll just see where they sent that to. Sorry. It's just taking a second to load up the email.\n\nChannel 0: 995.\n\nChannel 1: Alright. They sent it to a Madison at Oakview Financial.\n\nChannel 0: Alright. That's okay. Cool. I can grab that. That's easy.\n\nChannel 1: So but, basically, what they need to move forward is there's two two separate sides for this. They need the initial TPD form to start the insurance claim. And\n\nChannel 0: Yep.\n\nChannel 1: then for the super side of things, we need a second medical opinion for the early release side of it. So the the insurance\n\nChannel 0: Yep.\n\nChannel 1: requires one opinion. We require\n\nChannel 0: Yeah.\n\nChannel 1: the a\n\nChannel 0: Two.\n\nChannel 1: second one to actually\n\nChannel 0: Yeah.\n\nChannel 1: unlock the funds.\n\nChannel 0: Yeah. No. A 100%. Cool. So there's nothing outside of the two medical forms that you guys from a super perspective are gonna need.\n\nThere's no other, like, secret special. I've dealt with AustralianSuper before, and they were the biggest pain. You claim the insurance, and then after the insurance is claimed, then they turn\n\nChannel 1: No.\n\nChannel 0: around and go, oh, yeah. By the way, there's all these other documents you need, and half of them are secondary medical documents. It was awful.\n\nChannel 1: Right. No. So for for the early release, it's just the two medical reports to actually unlock the funds,\n\nChannel 0: So yep.\n\nChannel 1: and then it's a withdrawing your super form to actually process a withdrawal for however much it's being requested if we're looking\n\nChannel 0: Cool.\n\nChannel 1: to do\n\nChannel 0: But\n\nChannel 1: a withdrawal. So the the two\n\nChannel 0: the\n\nChannel 1: reports\n\nChannel 0: withdrawal?\n\nChannel 1: just will unlock. Yeah.\n\nChannel 0: Yeah. Yeah. Makes it makes it accessible, like,\n\nChannel 1: Mhmm.\n\nChannel 0: unrestricted and unpreserved.\n\nChannel 1: Yep.\n\nChannel 0: So the withdrawing your super form, that\n\nChannel 1: Mhmm.\n\nChannel 0: does not have to be submitted until the client makes a decision on what and when they wanna withdraw. Correct?\n\nChannel 1: Yes. Correct. So\n\nChannel 0: Fantastic.\n\nChannel 1: processing the early release claim, they will just go through the process of actually unlocking his funds for\n\nChannel 0: Yep.\n\nChannel 1: withdrawals. Whether he chooses to do one or not, that's that's another story. It's just getting it unlocked so he has that ability there.\n\nChannel 0: Cool. So the early release of super permanent incapacitating medical report, that is the report one and report\n\nChannel 1: Mhmm.\n\nChannel 0: two for the doctor.\n\nChannel 1: Yes.\n\nChannel 0: And then\n\nChannel 1: Yes.\n\nChannel 0: other than that, there was the initial information form for TPD claim that was\n\nChannel 1: Yes.\n\nChannel 0: required for the\n\nChannel 1: Yes. They once they get that, then it will all go off to MetLife.\n\nChannel 0: I believe the client like, random weird stuff, but provide,\n\nChannel 1: I can\n\nChannel 0: like,\n\nChannel 1: see\n\nChannel 0: supporting\n\nChannel 1: we've got a yeah. There's\n\nChannel 0: reports\n\nChannel 1: a\n\nChannel 0: and stuff\n\nChannel 1: medical\n\nChannel 0: like that. Yeah.\n\nChannel 1: statement and I think a Centrelink one. Looks like there is actually a withdrawing your super form that has been submitted as well\n\nChannel 0: Yeah.\n\nChannel 1: alongside\n\nChannel 0: Thought\n\nChannel 1: it,\n\nChannel 0: he had\n\nChannel 1: which they will\n\nChannel 0: an\n\nChannel 1: just\n\nChannel 0: oncology\n\nChannel 1: hold that\n\nChannel 0: referral\n\nChannel 1: until\n\nChannel 0: and stuff.\n\nChannel 1: the once the, the early release permitting capacity side of it with us is completed, then they can process that withdrawal.\n\nChannel 0: Perfect. No. That's okay. Alright. Amazing.\n\nWell, I'm gonna jump back off to him. I think everything has been sent to him anyway, but I'm just kinda jumping in and taking\n\nChannel 1: Mhmm.\n\nChannel 0: over the claims. So I'm gonna go and I'm harassing all my clients. But before I harass the clients, harass the providers to find out where everything sits.\n\nChannel 1: That's\n\nChannel 0: So\n\nChannel 1: fair.\n\nChannel 0: I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can.\n\nChannel 1: Perfect. Well, hopefully, your day is not too much longer, and you can get get\n\nChannel 0: We're\n\nChannel 1: home.\n\nChannel 0: still going. Thanks so much, Brie. I love it. Have a great\n\nChannel 1: That's\n\nChannel 0: one.\n\nChannel 1: all good. You too. Thank you.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSoupa.","start":2.56,"end":4.02,"sentiment":"positive","sentiment_score":0.5694980323314667},{"text":"We record all our calls for training and compliance.","start":4.4,"end":7.14,"sentiment":"neutral","sentiment_score":0.31745608647664386},{"text":"We appreciate your feedback.","start":7.68,"end":9.22,"sentiment":"positive","sentiment_score":0.511914387345314},{"text":"If we have your email address, we may send you a quick survey.","start":9.36,"end":12.58,"sentiment":"neutral","sentiment_score":0.1068120372410004},{"text":"Please let us know if you don't wish to participate.","start":12.799999,"end":14.82,"sentiment":"neutral","sentiment_score":-0.15177364498376847}],"sentiment":"neutral","sentiment_score":0.17633936228230596,"channel":1,"num_words":40,"start":2.56,"end":14.82},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your 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guys.","start":112.705,"end":114.48,"sentiment":"neutral","sentiment_score":-0.051720984280109406}],"sentiment":"neutral","sentiment_score":-0.05674245155283383,"channel":0,"num_words":21,"start":110.785,"end":114.48},{"sentences":[{"text":"Mhmm.","start":114.93,"end":115.43,"sentiment":"neutral","sentiment_score":-0.05061893165111542}],"sentiment":"neutral","sentiment_score":-0.05061893165111542,"channel":1,"num_words":1,"start":114.93,"end":115.43},{"sentences":[{"text":"So I wanted to make sure that everything had gone through with the requirements for the claim.","start":115.200005,"end":122.0,"sentiment":"neutral","sentiment_score":-0.01057654684957336},{"text":"So whether there was anything else from a superannuation claims perspective that needed to happen 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The representative asks for the necessary information and confirms that the claim is being processed. The representative also explains that the customer needs to complete a return of the initial TPD form and a second medical opinion for the early release side of the claim. The representative also explains that the customer needs to complete a withdrawal of funds from the claim and that the customer will follow up with the provider to ensure the necessary forms are completed."},"intents":{"segments":[{"text":"And when I say a hot minute, I mean quite a few years. It's actually done a claim with you guys.","start_word":289,"end_word":309,"intents":[{"intent":"Confirm claim details","confidence_score":0.07239212}]},{"text":"processing the early release claim, they will just go through the process of actually unlocking his funds for Yep. withdrawals.","start_word":872,"end_word":891,"intents":[{"intent":"Process early release claim","confidence_score":0.6202087}]},{"text":"processing the early release claim, they will just go through the process of actually unlocking his funds for Yep. withdrawals. Whether he chooses to do one or not, that's that's another story. It's just getting it unlocked so he has that ability there. Cool.","start_word":872,"end_word":915,"intents":[{"intent":"Unlock funds","confidence_score":0.93829066},{"intent":"Process withdrawals","confidence_score":0.68346375}]},{"text":"I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can. Perfect.","start_word":1126,"end_word":1164,"intents":[{"intent":"Send paperwork to providers","confidence_score":0.00016786875}]}]},"sentiments":{"segments":[{"text":"Thanks for calling CareSoupa.","start_word":0,"end_word":3,"sentiment":"positive","sentiment_score":0.5781759023666382},{"text":"We record all our calls for training and compliance.","start_word":4,"end_word":12,"sentiment":"neutral","sentiment_score":0.3259672224521637},{"text":"We appreciate your feedback.","start_word":13,"end_word":16,"sentiment":"positive","sentiment_score":0.4986940026283264},{"text":"If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresoupa.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and I'm hoping Hey. It's we Super. You're have speaking with a Bree. pen. Hi, Brie. My name is Larissa from Oaktree Financial. How are you going? Are you there, Brie? Hi. Sorry. Oh, yeah. Are you there? Yeah. Sorry. The line just cut out there for a second. Can you hear me alright? Yeah. I got you, darling. How are Oh, you going? it's going again. Are you going okay? Oh, there you are again. Oh, Can we're you having hear me? a day with technology.","start_word":17,"end_word":181,"sentiment":"neutral","sentiment_score":0.01345512457191944},{"text":"Perfect. I've got you perfectly.","start_word":182,"end_word":186,"sentiment":"positive","sentiment_score":0.46821752190589905},{"text":"Alright. How can I help you? I have a I have a client who's claiming TPD or total disability or incapacity, whichever you wanna call it. And I was just wanting to call up, a, to see whether there's any notes on file. I'm well aware that I'm calling post the claims team being there, so I'm not gonna be able to talk to them, which is fine. I just wanted to see how things were going with the claim, whether there was any notes, anything outstanding, or anything that we need to do. And then it's been a hot minute. And when I say a hot minute, I mean quite a few years. It's actually done a claim with you guys. Mhmm. So I wanted to make sure that everything had gone through with the requirements for the claim. So whether there was anything else from a superannuation claims perspective that needed to happen because, Mhmm. Yep. obviously, the insurance with it's with MetLife. Mhmm. That'll get assessed, and then I wanna make sure that the CareSuper, the super side also is getting assessed at the same time or will get assessed Yep. and Yep. make sure that there's nothing missing for that. Okay.","start_word":187,"end_word":391,"sentiment":"neutral","sentiment_score":-0.03869076154944373},{"text":"Perfect.","start_word":392,"end_word":392,"sentiment":"positive","sentiment_score":0.36241382360458374},{"text":"Not a problem. Well, we'll start with an account number or a member number if you got that. Yeah. 12885O. Thank you. And just the member's date of birth and full name? 04/1175 Mott Gregory Hill. Thank you. And I'll just check that third party authority. So where were you calling from again? Sorry. Financial. Thank you. And if I could also confirm with you, let's have a look. Your full name? My oh, mine? Amy Yes. Farrow. Sorry. Thank you. You're alright. It's been a long day. We've been at it since 04:00 this morning.","start_word":393,"end_word":488,"sentiment":"neutral","sentiment_score":0.02095550298690796},{"text":"Bloody children.","start_word":489,"end_word":490,"sentiment":"negative","sentiment_score":-0.3719979226589203},{"text":"Oh, no. And if I could also just confirm the ASL number. 513068. Okay.","start_word":491,"end_word":504,"sentiment":"neutral","sentiment_score":-0.02505628950893879},{"text":"Perfect. Thank you.","start_word":505,"end_word":507,"sentiment":"positive","sentiment_score":0.37778183817863464},{"text":"Alright. So I'll just have a quick look over. This was I need to have a complete return. So I can see that they did send an email out to you guys to request for the TPD initial information form. Has that one been completed and returned? Let me have a look.","start_word":508,"end_word":559,"sentiment":"neutral","sentiment_score":0.01351164374500513},{"text":"Because I don't hold.","start_word":560,"end_word":563,"sentiment":"negative","sentiment_score":-0.3447226285934448},{"text":"Initial information form.","start_word":564,"end_word":566,"sentiment":"neutral","sentiment_score":-0.24781601130962372},{"text":"I don't believe so.","start_word":567,"end_word":570,"sentiment":"negative","sentiment_score":-0.43470922112464905},{"text":"No. I'll just see where they sent that to. Sorry. It's just taking a second to load up the email. 995. Alright. They sent it to a Madison at Oakview Financial. Alright.","start_word":571,"end_word":602,"sentiment":"neutral","sentiment_score":-0.06319850904401392},{"text":"That's okay. Cool. I can grab that. That's easy.","start_word":603,"end_word":611,"sentiment":"positive","sentiment_score":0.4341285824775696},{"text":"So but, basically, what they need to move forward is there's two two separate sides for this. They need the initial TPD form to start the insurance claim. And Yep. then for the super side of things, we need a second medical opinion for the early release side of it. So the the insurance Yep. requires one opinion. We require Yeah. the a Two. second one to actually Yeah. unlock the funds. Yeah. No. A 100%. Cool. So there's nothing outside of the two medical forms that you guys from a super perspective are gonna need. There's no other, like, secret special. I've dealt with AustralianSuper before, and they were the biggest pain. You claim the insurance, and then after the insurance is claimed, then they turn No. around and go, oh, yeah. By the way, there's all these other documents you need, and half of them are secondary medical documents.","start_word":612,"end_word":762,"sentiment":"neutral","sentiment_score":-0.050906579941511154},{"text":"It was awful.","start_word":763,"end_word":765,"sentiment":"negative","sentiment_score":-0.6700276136398315},{"text":"Right. No. So for for the early release, it's just the two medical reports to actually unlock the funds, So yep. and then it's a withdrawing your super form to actually process a withdrawal for however much it's being requested if we're looking Cool. to do But a withdrawal. So the the two the reports withdrawal? just will unlock. Yeah. Yeah. Yeah. Makes it makes it accessible, like, Mhmm. unrestricted and unpreserved. Yep. So the withdrawing your super form, that Mhmm. does not have to be submitted until the client makes a decision on what and when they wanna withdraw. Correct? Yes. Correct.","start_word":766,"end_word":868,"sentiment":"neutral","sentiment_score":0.034881994128227234},{"text":"So Fantastic.","start_word":869,"end_word":870,"sentiment":"positive","sentiment_score":0.6005779504776001},{"text":"processing the early release claim, they will just go through the process of actually unlocking his funds for Yep. withdrawals. Whether he chooses to do one or not, that's that's another story. It's just getting it unlocked so he has that ability there.","start_word":871,"end_word":913,"sentiment":"neutral","sentiment_score":0.007032256573438644},{"text":"Cool.","start_word":914,"end_word":914,"sentiment":"positive","sentiment_score":0.35975438356399536},{"text":"So the early release of super permanent incapacitating medical report, that is the report one and report Mhmm. two for the doctor. Yes. And then Yes. other than that, there was the initial information form for TPD claim that was Yes. required for the Yes. They once they get that, then it will all go off to MetLife. I believe the client like, random weird stuff, but provide, I can like, see supporting we've got a yeah. There's reports a and stuff medical like that. Yeah. statement and I think a Centrelink one. Looks like there is actually a withdrawing your super form that has been submitted as well Yeah. alongside Thought it, he had which they will an just oncology hold that referral until and stuff. the once the, the early release permitting capacity side of it with us is completed, then they can process that withdrawal. Perfect. No. That's okay. Alright.","start_word":915,"end_word":1067,"sentiment":"neutral","sentiment_score":0.00858340784907341},{"text":"Amazing.","start_word":1068,"end_word":1068,"sentiment":"positive","sentiment_score":0.3365025222301483},{"text":"Well, I'm gonna jump back off to him. I think everything has been sent to him anyway, but I'm just kinda jumping in and taking Mhmm. over the claims. So I'm gonna go and I'm harassing all my clients. But before I harass the clients, harass the providers to find out where everything sits. That's So fair. I'm just gonna go to him, and and and I will chase him up on those forms and make sure that he's all over it and try and get them through to you as quick as I can.","start_word":1069,"end_word":1163,"sentiment":"neutral","sentiment_score":-0.11513081192970276},{"text":"Perfect.","start_word":1164,"end_word":1164,"sentiment":"positive","sentiment_score":0.3874305188655853},{"text":"Well, hopefully, your day is not too much longer, and you can get get We're home. still going.","start_word":1165,"end_word":1182,"sentiment":"neutral","sentiment_score":0.16596408188343048},{"text":"Thanks so much, Brie. I love it. Have a great That's one. all good. You too. Thank you. Bye.","start_word":1183,"end_word":1201,"sentiment":"positive","sentiment_score":0.7282872200012207}],"average":{"sentiment":"neutral","sentiment_score":0.011841424014590202}}}}