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I should know this off the top of my head. Why do I never know this off the top of my head? It's 4Triple 4006650. YE. No. Can't remember it. Can you do the security out of the way? Blinking. Yeah. Janine Rockliffe, 95 Climax Court, Witherin, Queensland 4275. 03/10/1977. Yep. Okey Financial. Postal is sorry. They're having a party in the background. I know. Postal is 10411 Southport, BC, Queensland 4215. What is the adviser code? It is YESomething something, isn't it? I'm not stupid. 85. Duh. Christ. It's been a whole day. Anyway, what I was Victoria. So I this this client has an ongoing claim for IP. And back in July, we sent through the required documents that were sent to the client for the outstanding claim. All the documents that were provided to the client were filled out and were provided back for the claim. While the email said an ongoing treating doctor statement, nothing was attached. When we sent back the forms, we sent back everything that was attached to be filled out by the client. There was no ongoing doctor's claim form to be filled out, and we did ask, is this everything? Is there anything outstanding? Nothing was provided as a further outstanding. The client now hasn't had the payment paid to her, and we've now received an email this morning or today, not too long ago, advising that there is still the ongoing treating doctor statement outstanding. And then nothing came in on the July 18, so nearly a month ago. And then the requirement was for like, in in the original email, everything had to be provided by the end of July. So, theoretically, July's payment still should have gone through because the requirement wasn't until the end of July to be provided. But, again, there was no there was no enclosed, like, treating doctor statement to be completed by the doctor. I know. I no. I I get it. You you jump halfway through. Yep. No. Babe, don't. You're okay. And then if you if you if you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it. But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form? Just so that way the expectation can be set. I've asked it a couple of times. I still haven't had an answer. Yep. The doctor's statement as a whole? Yes. Yep. Yeah. When when their next assessment's gonna be? Yes. Yeah. Oh, absolutely. Yes. Yep. We're we're we're meeting each month. We're meeting each quarter. We're meeting each. Yep. Absolutely. She's got immunotherapy on yeah. Yep. Cool. Thank you. Cool. Yep. Can you send me the form, please? Because the the client's happy to yeah. The client's happy to fill it out, but it wasn't attached to the last one. And both her and I was like, look. Just fill out what's it being attached. I'll go back to Victoria and ask. So Janine filled it out. I sent it through and and was like, hey. There was no doctor's note. Cool. Yeah. Yes. Yeah. Yeah. Oh, they're they're horrific. I was talking to Janine, and Janine said she'll have no issues getting the form completed. Like, he costs a $180 to do it, but it's no problem for him to do it. She's like, I just need to know when to do it. So I'll go and oh, I know. Yeah. Good. When that's when that's a a major review. Yeah. Yeah. Yeah. Because, generally, it's I've you're scheduled in for x x rounds of chemo, x rounds of of radiation, of immunotherapy. We will review that after this, which is roughly this day. Cool. Yeah. Absolutely. Yeah. Yeah. Yeah. And so that that's perfect. I can get it from there. Yeah. Yeah. Because I Janine did say that the doctor has basically said, like, she'll be in treatment for twelve months, but I will get him to write that. Yes. Yeah. No. Just attach things. I'm basic. Yeah. Per discussion. They're my favorite emails. Yeah. I mean, if I keep a blank copy, that's fine. It's just this is my first claim with you guys at this license anyway. Yep. Cool. Yep. Yes. The client's one. Yeah. Yes. Yeah. Yeah. We we love a good email. Mhmm. Cool. Alright. Well, I'll go to Janine. Have a have a good chat. I sure did. It's already here, and I'm already looking at it. Yeah. No. That'd be amazing. Perfect. Thank you so much, my love. And I'm so sorry I didn't actually catch your name. Jess. Thank you, Jess. I appreciate you. Oh, you too, my love. 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it. Hi. My name is Larissa from Oakview Financial. How are you going? Good.\n\nThanks. I'm just calling with regards to current claim. It's C20253 19182. That is for Janine Rockliffe. I should know this off the top of my head.\n\nWhy do I never know this off the top of my head? It's 4Triple 4006650. YE. No. Can't remember it.\n\nCan you do the security out of the way? Blinking. Yeah. Janine Rockliffe, 95 Climax Court, Witherin, Queensland 4275. 03/10/1977.\n\nYep. Okey Financial. Postal is sorry. They're having a party in the background. I know.\n\nPostal is 10411 Southport, BC, Queensland 4215. What is the adviser code? It is YESomething something, isn't it? I'm not stupid. 85.\n\nDuh. Christ. It's been a whole day. Anyway, what I was Victoria. So I this this client has an ongoing claim for IP.\n\nAnd back in July, we sent through the required documents that were sent to the client for the outstanding claim. All the documents that were provided to the client were filled out and were provided back for the claim. While the email said an ongoing treating doctor statement, nothing was attached. When we sent back the forms, we sent back everything that was attached to be filled out by the client. There was no ongoing doctor's claim form to be filled out, and we did ask, is this everything?\n\nIs there anything outstanding? Nothing was provided as a further outstanding. The client now hasn't had the payment paid to her, and we've now received an email this morning or today, not too long ago, advising that there is still the ongoing treating doctor statement outstanding. And then nothing came in on the July 18, so nearly a month ago. And then the requirement was for like, in in the original email, everything had to be provided by the end of July.\n\nSo, theoretically, July's payment still should have gone through because the requirement wasn't until the end of July to be provided. But, again, there was no there was no enclosed, like, treating doctor statement to be completed by the doctor. I know. I no. I I get it.\n\nYou you jump halfway through. Yep. No. Babe, don't. You're okay.\n\nAnd then if you if you if you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it. But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form? Just so that way the expectation can be set. I've asked it a couple of times. I still haven't had an answer.\n\nYep. The doctor's statement as a whole? Yes. Yep. Yeah.\n\nWhen when their next assessment's gonna be? Yes. Yeah. Oh, absolutely. Yes.\n\nYep. We're we're we're meeting each month. We're meeting each quarter. We're meeting each. Yep.\n\nAbsolutely. She's got immunotherapy on yeah. Yep. Cool. Thank you.\n\nCool. Yep. Can you send me the form, please? Because the the client's happy to yeah. The client's happy to fill it out, but it wasn't attached to the last one.\n\nAnd both her and I was like, look. Just fill out what's it being attached. I'll go back to Victoria and ask. So Janine filled it out. I sent it through and and was like, hey.\n\nThere was no doctor's note. Cool. Yeah. Yes. Yeah.\n\nYeah. Oh, they're they're horrific. I was talking to Janine, and Janine said she'll have no issues getting the form completed. Like, he costs a $180 to do it, but it's no problem for him to do it. She's like, I just need to know when to do it.\n\nSo I'll go and oh, I know. Yeah. Good. When that's when that's a a major review. Yeah.\n\nYeah. Yeah. Because, generally, it's I've you're scheduled in for x x rounds of chemo, x rounds of of radiation, of immunotherapy. We will review that after this, which is roughly this day. Cool.\n\nYeah. Absolutely. Yeah. Yeah. Yeah.\n\nAnd so that that's perfect. I can get it from there. Yeah. Yeah. Because I Janine did say that the doctor has basically said, like, she'll be in treatment for twelve months, but I will get him to write that.\n\nYes. Yeah. No. Just attach things. I'm basic.\n\nYeah. Per discussion. They're my favorite emails. Yeah. I mean, if I keep a blank copy, that's fine.\n\nIt's just this is my first claim with you guys at this license anyway. Yep. Cool. Yep. Yes.\n\nThe client's one. Yeah. Yes. Yeah. Yeah.\n\nWe we love a good email. Mhmm. Cool. Alright. Well, I'll go to Janine.\n\nHave a have a good chat. I sure did. It's already here, and I'm already looking at it. Yeah. No.\n\nThat'd be amazing. Perfect. Thank you so much, my love. And I'm so sorry I didn't actually catch your name. Jess.\n\nThank you, Jess. I appreciate you. Oh, you too, my love. Bye.","paragraphs":[{"sentences":[{"text":"Damn it.","start":6.8799996,"end":7.62,"sentiment":"negative","sentiment_score":-0.4981386363506317},{"text":"Hi.","start":37.579998,"end":37.98,"sentiment":"neutral","sentiment_score":0.1847369521856308},{"text":"My name is Larissa from Oakview Financial.","start":37.98,"end":39.5,"sentiment":"neutral","sentiment_score":0.23427418087209975},{"text":"How are you going?","start":39.5,"end":40.32,"sentiment":"neutral","sentiment_score":0.28588054329156876},{"text":"Good.","start":42.595,"end":42.915,"sentiment":"neutral","sentiment_score":0.30099427700042725}],"sentiment":"neutral","sentiment_score":0.1515263597170512,"num_words":15,"start":6.8799996,"end":42.915},{"sentences":[{"text":"Thanks.","start":42.915,"end":43.395,"sentiment":"positive","sentiment_score":0.3785223364830017},{"text":"I'm just calling with regards to current claim.","start":43.395,"end":45.954998,"sentiment":"neutral","sentiment_score":0.09722468443214893},{"text":"It's C20253 19182.","start":45.954998,"end":50.695,"sentiment":"neutral","sentiment_score":0.03609700873494148},{"text":"That is for Janine Rockliffe.","start":59.03,"end":61.129997,"sentiment":"neutral","sentiment_score":0.06739770732820034},{"text":"I should know this off the top of my head.","start":69.59,"end":71.11,"sentiment":"neutral","sentiment_score":-0.1012468732893467}],"sentiment":"neutral","sentiment_score":0.021819653403427865,"num_words":27,"start":42.915,"end":71.11},{"sentences":[{"text":"Why do I never know this off the top of my head?","start":71.11,"end":73.125,"sentiment":"neutral","sentiment_score":-0.14674661184350649},{"text":"It's 4Triple 4006650.","start":74.085,"end":77.385,"sentiment":"neutral","sentiment_score":-0.0047156307846307755},{"text":"YE.","start":84.885,"end":86.025,"sentiment":"neutral","sentiment_score":-0.03262430056929588},{"text":"No.","start":88.9,"end":89.22,"sentiment":"neutral","sentiment_score":-0.17599117755889893},{"text":"Can't remember 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know.","start":124.53999,"end":124.939995,"sentiment":"neutral","sentiment_score":-0.11719699203968048}],"sentiment":"neutral","sentiment_score":-0.24026392195373775,"num_words":15,"start":112.955,"end":124.939995},{"sentences":[{"text":"Postal is 10411 Southport, BC, Queensland 4215.","start":124.939995,"end":132.27501,"sentiment":"neutral","sentiment_score":-0.037125837590013235},{"text":"What is the adviser code?","start":137.05501,"end":138.335,"sentiment":"neutral","sentiment_score":-0.021596800535917282},{"text":"It is YESomething something, isn't it?","start":138.335,"end":140.595,"sentiment":"neutral","sentiment_score":-0.08460754776994388},{"text":"I'm not stupid.","start":141.13501,"end":143.395,"sentiment":"neutral","sentiment_score":-0.22313917676607767},{"text":"85.","start":152.21,"end":153.19,"sentiment":"neutral","sentiment_score":-0.0033731148578226566}],"sentiment":"neutral","sentiment_score":-0.07037730898115445,"num_words":22,"start":124.939995,"end":153.19},{"sentences":[{"text":"Duh.","start":153.41,"end":153.91,"sentiment":"neutral","sentiment_score":-0.01711188070476055},{"text":"Christ.","start":155.57,"end":156.07,"sentiment":"neutral","sentiment_score":0.0017321258783340454},{"text":"It's been a whole day.","start":156.13,"end":157.43001,"sentiment":"neutral","sentiment_score":-0.027622222527861597},{"text":"Anyway, what I was Victoria.","start":158.69,"end":164.595,"sentiment":"neutral","sentiment_score":-0.0062358353286981584},{"text":"So I this this client has an ongoing claim for IP.","start":165.215,"end":171.155,"sentiment":"neutral","sentiment_score":-0.048635273833166466}],"sentiment":"neutral","sentiment_score":-0.03128948070756767,"num_words":23,"start":153.41,"end":171.155},{"sentences":[{"text":"And back in July, we sent through the required documents that were sent to the client for the outstanding claim.","start":172.25499,"end":183.77,"sentiment":"neutral","sentiment_score":-0.0722650472074747},{"text":"All the documents that were provided to the client were filled out and were provided back for the claim.","start":184.47,"end":189.21,"sentiment":"neutral","sentiment_score":-0.05175878323222462},{"text":"While the email said an ongoing treating doctor statement, nothing was attached.","start":189.695,"end":194.115,"sentiment":"neutral","sentiment_score":-0.23855926344792047},{"text":"When we sent back the forms, we sent back everything that was attached to be filled out by the client.","start":194.495,"end":202.035,"sentiment":"neutral","sentiment_score":-0.1117030419409275},{"text":"There was no ongoing doctor's claim form to be filled out, and we did ask, is this everything?","start":202.85,"end":208.61,"sentiment":"neutral","sentiment_score":-0.22864975614680183}],"sentiment":"neutral","sentiment_score":-0.13079983636402012,"num_words":89,"start":172.25499,"end":208.61},{"sentences":[{"text":"Is there anything outstanding?","start":208.61,"end":209.83,"sentiment":"neutral","sentiment_score":-0.1984475553035736},{"text":"Nothing was provided as a further outstanding.","start":210.69,"end":213.25,"sentiment":"negative","sentiment_score":-0.3904558803353991},{"text":"The client now hasn't had the payment paid to her, and we've now received an email this morning or today, not too long ago, advising that there is still the ongoing treating doctor statement outstanding.","start":213.25,"end":226.44499,"sentiment":"negative","sentiment_score":-0.3871708116361073},{"text":"And then nothing came in on the July 18, so nearly a month ago.","start":253.235,"end":258.2,"sentiment":"neutral","sentiment_score":-0.10524181010467666},{"text":"And then the requirement was for like, in in the original email, everything had to be provided by the end of July.","start":258.5,"end":266.68002,"sentiment":"neutral","sentiment_score":-0.09208090908148071}],"sentiment":"neutral","sentiment_score":-0.250940550391267,"num_words":82,"start":208.61,"end":266.68002},{"sentences":[{"text":"So, theoretically, July's payment still should have gone through because the requirement wasn't until the end of July to be provided.","start":266.90002,"end":273.60498,"sentiment":"neutral","sentiment_score":-0.09856446087360382},{"text":"But, again, there was no there was no enclosed, like, treating doctor statement to be completed by the doctor.","start":274.38498,"end":283.83,"sentiment":"neutral","sentiment_score":-0.18377939964595594},{"text":"I know.","start":318.24,"end":318.98,"sentiment":"neutral","sentiment_score":-0.21195239573717117},{"text":"I no.","start":319.04,"end":319.52,"sentiment":"neutral","sentiment_score":-0.2387327179312706},{"text":"I I get it.","start":319.52,"end":320.48,"sentiment":"neutral","sentiment_score":-0.1929175816476345}],"sentiment":"neutral","sentiment_score":-0.15072297553221384,"num_words":48,"start":266.90002,"end":320.48},{"sentences":[{"text":"You you jump halfway through.","start":320.48,"end":321.92,"sentiment":"neutral","sentiment_score":-0.1572851926088333},{"text":"Yep.","start":321.92,"end":322.42,"sentiment":"neutral","sentiment_score":-0.07119803130626678},{"text":"No.","start":326.33502,"end":326.83502,"sentiment":"neutral","sentiment_score":-0.30608272552490234},{"text":"Babe, don't.","start":326.89502,"end":327.61502,"sentiment":"neutral","sentiment_score":-0.2754940092563629},{"text":"You're okay.","start":327.61502,"end":328.43503,"sentiment":"neutral","sentiment_score":-0.03766545746475458}],"sentiment":"neutral","sentiment_score":-0.16272960484705187,"num_words":11,"start":320.48,"end":328.43503},{"sentences":[{"text":"And then if you if you if you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it.","start":342.99,"end":353.845,"sentiment":"neutral","sentiment_score":-0.09039889707096986},{"text":"But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form?","start":354.145,"end":361.83,"sentiment":"neutral","sentiment_score":-0.05666212247390496},{"text":"Just so that way the expectation can be set.","start":362.06998,"end":364.22998,"sentiment":"neutral","sentiment_score":-0.047810989949438304},{"text":"I've asked it a couple of times.","start":364.22998,"end":365.27,"sentiment":"neutral","sentiment_score":-0.12194004761321205},{"text":"I still haven't had an answer.","start":365.27,"end":366.49,"sentiment":"negative","sentiment_score":-0.35526013374328613}],"sentiment":"neutral","sentiment_score":-0.10073660223401691,"num_words":76,"start":342.99,"end":366.49},{"sentences":[{"text":"Yep.","start":375.11,"end":375.61,"sentiment":"negative","sentiment_score":-0.35977357625961304},{"text":"The doctor's statement as a 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absolutely.","start":451.94,"end":452.75998,"sentiment":"neutral","sentiment_score":-0.0277511328458786},{"text":"Yes.","start":458.5,"end":459.0,"sentiment":"neutral","sentiment_score":0.024641340598464012}],"sentiment":"neutral","sentiment_score":-0.13246198076133928,"num_words":12,"start":428.81,"end":459.0},{"sentences":[{"text":"Yep.","start":463.82498,"end":464.32498,"sentiment":"neutral","sentiment_score":-0.09982435405254364},{"text":"We're we're we're meeting each month.","start":468.94498,"end":470.465,"sentiment":"neutral","sentiment_score":-0.015065369506676992},{"text":"We're meeting each quarter.","start":470.465,"end":471.50497,"sentiment":"neutral","sentiment_score":-0.0052812425419688225},{"text":"We're meeting each.","start":471.50497,"end":472.56497,"sentiment":"neutral","sentiment_score":-0.00895773790155848},{"text":"Yep.","start":475.04,"end":475.54,"sentiment":"neutral","sentiment_score":-0.015517562627792358}],"sentiment":"neutral","sentiment_score":-0.01691548783952991,"num_words":15,"start":463.82498,"end":475.54},{"sentences":[{"text":"Absolutely.","start":478.72,"end":479.22,"sentiment":"neutral","sentiment_score":-0.02253197506070137},{"text":"She's got immunotherapy on yeah.","start":479.76,"end":488.235,"sentiment":"neutral","sentiment_score":-0.021673095971345903},{"text":"Yep.","start":496.47498,"end":496.97498,"sentiment":"neutral","sentiment_score":-0.07881243526935577},{"text":"Cool.","start":500.47498,"end":500.94,"sentiment":"neutral","sentiment_score":0.013182900846004486},{"text":"Thank you.","start":503.42,"end":510.8,"sentiment":"neutral","sentiment_score":-0.041381113231182105}],"sentiment":"neutral","sentiment_score":-0.027928921580314636,"num_words":10,"start":478.72,"end":510.8},{"sentences":[{"text":"Cool.","start":513.98,"end":514.06,"sentiment":"neutral","sentiment_score":0.30219751596450806},{"text":"Yep.","start":514.06,"end":514.395,"sentiment":"neutral","sentiment_score":0.11087679862976074},{"text":"Can you send me the form, please?","start":518.075,"end":520.41504,"sentiment":"neutral","sentiment_score":0.037880718175854},{"text":"Because the the client's happy to yeah.","start":520.47504,"end":522.815,"sentiment":"neutral","sentiment_score":0.0975934195199183},{"text":"The client's happy to fill it out, but it wasn't attached to the last one.","start":522.875,"end":525.67505,"sentiment":"neutral","sentiment_score":0.11472542053088546}],"sentiment":"neutral","sentiment_score":0.09942821246541796,"num_words":31,"start":513.98,"end":525.67505},{"sentences":[{"text":"And both her and I was like, look.","start":525.67505,"end":527.115,"sentiment":"neutral","sentiment_score":0.005843007937073708},{"text":"Just fill out what's it being attached.","start":527.115,"end":528.73505,"sentiment":"neutral","sentiment_score":0.0031242241550769123},{"text":"I'll go back to Victoria and ask.","start":528.955,"end":531.35,"sentiment":"neutral","sentiment_score":0.0064714872278273106},{"text":"So Janine filled it out.","start":531.89,"end":534.29,"sentiment":"neutral","sentiment_score":0.00701481169089675},{"text":"I sent it through and and was like, hey.","start":534.29,"end":536.61,"sentiment":"neutral","sentiment_score":0.047088830680069}],"sentiment":"neutral","sentiment_score":0.01591076604866733,"num_words":36,"start":525.67505,"end":536.61},{"sentences":[{"text":"There was no doctor's note.","start":536.61,"end":537.99,"sentiment":"neutral","sentiment_score":-0.11882459074258804},{"text":"Cool.","start":538.93,"end":539.43,"sentiment":"neutral","sentiment_score":0.08805288374423981},{"text":"Yeah.","start":543.295,"end":543.795,"sentiment":"neutral","sentiment_score":-0.03441717475652695},{"text":"Yes.","start":555.055,"end":555.555,"sentiment":"neutral","sentiment_score":-0.01468508131802082},{"text":"Yeah.","start":557.45,"end":557.95,"sentiment":"neutral","sentiment_score":0.02359744720160961}],"sentiment":"neutral","sentiment_score":-0.05906387542684873,"num_words":9,"start":536.61,"end":557.95},{"sentences":[{"text":"Yeah.","start":568.65,"end":569.15,"sentiment":"neutral","sentiment_score":-0.07198545336723328},{"text":"Oh, they're they're horrific.","start":570.345,"end":571.485,"sentiment":"negative","sentiment_score":-0.40856045484542847},{"text":"I was talking to Janine, and Janine said she'll have no issues getting the form completed.","start":572.505,"end":576.525,"sentiment":"neutral","sentiment_score":0.005118902423419058},{"text":"Like, he costs a $180 to do it, but it's no problem for him to do it.","start":576.665,"end":580.685,"sentiment":"neutral","sentiment_score":0.05243048882659744},{"text":"She's like, I just need to know when to do it.","start":580.985,"end":583.385,"sentiment":"neutral","sentiment_score":-0.03669192133979364}],"sentiment":"neutral","sentiment_score":-0.023196278748159507,"num_words":49,"start":568.65,"end":583.385},{"sentences":[{"text":"So I'll go and oh, I know.","start":583.385,"end":587.69,"sentiment":"neutral","sentiment_score":0.05653658362903765},{"text":"Yeah.","start":587.99005,"end":588.49005,"sentiment":"neutral","sentiment_score":0.0012097954750061035},{"text":"Good.","start":596.63,"end":597.13,"sentiment":"neutral","sentiment_score":0.2690879702568054},{"text":"When that's when that's a a major 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day.","start":643.22003,"end":647.0,"sentiment":"neutral","sentiment_score":0.034149316054853524},{"text":"Cool.","start":648.10004,"end":648.60004,"sentiment":"neutral","sentiment_score":0.03848082572221756}],"sentiment":"neutral","sentiment_score":0.014974795750972322,"num_words":34,"start":629.16504,"end":648.60004},{"sentences":[{"text":"Yeah.","start":665.73004,"end":666.23004,"sentiment":"neutral","sentiment_score":-0.05338401347398758},{"text":"Absolutely.","start":666.45,"end":666.95,"sentiment":"neutral","sentiment_score":0.015495333820581436},{"text":"Yeah.","start":674.61005,"end":675.11005,"sentiment":"neutral","sentiment_score":0.16085615754127502},{"text":"Yeah.","start":678.185,"end":678.685,"sentiment":"neutral","sentiment_score":0.08337017893791199},{"text":"Yeah.","start":684.185,"end":684.685,"sentiment":"neutral","sentiment_score":-0.03196030855178833}],"sentiment":"neutral","sentiment_score":0.034875469654798506,"num_words":5,"start":665.73004,"end":684.685},{"sentences":[{"text":"And so that that's perfect.","start":700.15,"end":701.59,"sentiment":"positive","sentiment_score":0.6134858906269074},{"text":"I can get it from there.","start":701.59,"end":702.97003,"sentiment":"neutral","sentiment_score":0.11153874732553959},{"text":"Yeah.","start":703.35,"end":703.665,"sentiment":"neutral","sentiment_score":0.1843716651201248},{"text":"Yeah.","start":705.665,"end":706.14496,"sentiment":"neutral","sentiment_score":0.057904019951820374},{"text":"Because I Janine did say that the doctor has basically said, like, she'll be in treatment for twelve months, but I will get him to write that.","start":706.14496,"end":712.245,"sentiment":"neutral","sentiment_score":0.0029365140944719315}],"sentiment":"neutral","sentiment_score":0.10145558756776155,"num_words":40,"start":700.15,"end":712.245},{"sentences":[{"text":"Yes.","start":728.66,"end":729.16,"sentiment":"neutral","sentiment_score":-0.05852260813117027},{"text":"Yeah.","start":755.7,"end":756.01996,"sentiment":"neutral","sentiment_score":-0.021712619811296463},{"text":"No.","start":756.01996,"end":756.26,"sentiment":"neutral","sentiment_score":-0.05561409890651703},{"text":"Just attach things.","start":756.26,"end":758.925,"sentiment":"neutral","sentiment_score":-0.03402362950146198},{"text":"I'm basic.","start":758.925,"end":759.66504,"sentiment":"neutral","sentiment_score":-0.014648750890046358}],"sentiment":"neutral","sentiment_score":-0.033402214641682804,"num_words":8,"start":728.66,"end":759.66504},{"sentences":[{"text":"Yeah.","start":760.205,"end":760.705,"sentiment":"neutral","sentiment_score":0.02064082771539688},{"text":"Per discussion.","start":761.645,"end":762.465,"sentiment":"neutral","sentiment_score":0.031471855007112026},{"text":"They're my favorite emails.","start":763.005,"end":764.22504,"sentiment":"neutral","sentiment_score":0.14505333453416824},{"text":"Yeah.","start":779.75,"end":780.14996,"sentiment":"neutral","sentiment_score":0.014529895037412643},{"text":"I mean, if I keep a blank copy, that's fine.","start":780.14996,"end":781.99,"sentiment":"neutral","sentiment_score":0.023210991360247134}],"sentiment":"neutral","sentiment_score":0.05057987136145433,"num_words":18,"start":760.205,"end":781.99},{"sentences":[{"text":"It's just this is my first claim with you guys at this license anyway.","start":781.99,"end":785.78503,"sentiment":"neutral","sentiment_score":0.013108827705894197},{"text":"Yep.","start":786.80505,"end":787.30505,"sentiment":"neutral","sentiment_score":0.1021045446395874},{"text":"Cool.","start":793.36505,"end":793.86505,"sentiment":"neutral","sentiment_score":0.04438837990164757},{"text":"Yep.","start":794.72504,"end":795.22504,"sentiment":"neutral","sentiment_score":0.04569628834724426},{"text":"Yes.","start":798.81,"end":799.31,"sentiment":"neutral","sentiment_score":0.053642913699150085}],"sentiment":"neutral","sentiment_score":0.02385309524834156,"num_words":18,"start":781.99,"end":799.31},{"sentences":[{"text":"The client's one.","start":801.219,"end":806.537,"sentiment":"neutral","sentiment_score":0.011336490511894226},{"text":"Yeah.","start":808.446,"end":808.946,"sentiment":"neutral","sentiment_score":0.06356973946094513},{"text":"Yes.","start":818.935,"end":819.415,"sentiment":"neutral","sentiment_score":0.09234794229269028},{"text":"Yeah.","start":819.415,"end":819.915,"sentiment":"neutral","sentiment_score":0.052824508398771286},{"text":"Yeah.","start":830.22,"end":830.72,"sentiment":"neutral","sentiment_score":0.0719546526670456}],"sentiment":"neutral","sentiment_score":0.04495804490787642,"num_words":7,"start":801.219,"end":830.72},{"sentences":[{"text":"We we love a good email.","start":830.86,"end":832.39996,"sentiment":"neutral","sentiment_score":0.295098003000021},{"text":"Mhmm.","start":855.33,"end":855.83,"sentiment":"neutral","sentiment_score":-0.024348337203264236},{"text":"Cool.","start":879.48004,"end":879.96,"sentiment":"positive","sentiment_score":0.3728395104408264},{"text":"Alright.","start":879.96,"end":880.44,"sentiment":"neutral","sentiment_score":0.22738060355186465},{"text":"Well, I'll go to Janine.","start":880.44,"end":881.56006,"sentiment":"neutral","sentiment_score":0.13393446952104568}],"sentiment":"neutral","sentiment_score":0.2154380101710558,"num_words":14,"start":830.86,"end":881.56006},{"sentences":[{"text":"Have a have a good chat.","start":881.56006,"end":882.84,"sentiment":"neutral","sentiment_score":0.16577688107887903},{"text":"I sure did.","start":882.84,"end":883.48004,"sentiment":"positive","sentiment_score":0.35398800174395245},{"text":"It's already here, and I'm already looking at it.","start":883.48004,"end":885.5,"sentiment":"positive","sentiment_score":0.4381420546107822},{"text":"Yeah.","start":889.16003,"end":889.48004,"sentiment":"neutral","sentiment_score":0.09364458173513412},{"text":"No.","start":889.48004,"end":889.64,"sentiment":"neutral","sentiment_score":-0.06011905521154404}],"sentiment":"neutral","sentiment_score":0.3016714654862881,"num_words":20,"start":881.56006,"end":889.64},{"sentences":[{"text":"That'd be amazing.","start":889.64,"end":890.36005,"sentiment":"positive","sentiment_score":0.4647589822610219},{"text":"Perfect.","start":890.36005,"end":890.68005,"sentiment":"positive","sentiment_score":0.7605964541435242},{"text":"Thank you so much, my love.","start":890.68005,"end":891.56006,"sentiment":"positive","sentiment_score":0.7975228726863861},{"text":"And I'm so sorry I didn't actually catch your name.","start":891.56006,"end":893.5,"sentiment":"neutral","sentiment_score":-0.02069103866815567},{"text":"Jess.","start":894.835,"end":895.075,"sentiment":"neutral","sentiment_score":0.27325165271759033}],"sentiment":"positive","sentiment_score":0.3336358049086162,"num_words":21,"start":889.64,"end":895.075},{"sentences":[{"text":"Thank you, Jess.","start":895.075,"end":895.79504,"sentiment":"positive","sentiment_score":0.6825597087542216},{"text":"I appreciate you.","start":895.79504,"end":896.85504,"sentiment":"positive","sentiment_score":0.685726006825765},{"text":"Oh, you too, my love.","start":898.755,"end":900.135,"sentiment":"positive","sentiment_score":0.4929947555065155},{"text":"Bye.","start":900.515,"end":901.015,"sentiment":"neutral","sentiment_score":-0.09763078391551971}],"sentiment":"positive","sentiment_score":0.5393500116964182,"num_words":12,"start":895.075,"end":901.015}]}}]},{"alternatives":[{"transcript":"Thank you for calling. Please be advised that Victoria Blower is currently unavailable. Please hold the line, and your call will be transferred to the next available team member. Please note, your call may be recorded for quality and training purposes. All of our consultants are currently busy attending to calls. Please hold the line, and someone will be with you shortly. Good afternoon. Welcome to claims. How can I help? I'm good. Thank you. How are you? Mhmm. Great. And who's that for? Thank you. And just the adviser code? Should be a four digit code. Then there's a numbers. Yep. Okay. I just need the life insured's full date of birth and address, please. Yeah. And just the date of birth. Great. And then just where you're calling from and the postal address for your business. How rude. Brilliant. Thank you. And how can I help? Yeah. So there's there's two. There's a one pass one and a a Zurich one. But, realistically, you only need a Zurich one now for both one pass and Zurich claims, and it's Y85. Yep. Mhmm. Right. Okay. Let's have a look. What's this? We paid it to the June 18. Okay. June 18. Yep. Okay. Diagnosed on that date. So transfer of place. Three times when they've been spring policy up to date. Where's the medical? I just I when it's not my planks, I don't know. Like, you know what I mean? Like, I've got you gotta look through it all. And you're like, oh, no. What am I doing? Sorry. So sorry. It's taking me a while. I was gonna, like, look through the the document. Okay. Here we go. OTDS. April. April. Just a moment. Not my example. To be I should have credit recovery. Yeah. Because it actually depends on the doctor. So I'm looking at the the doctor's statement from April 30, and to be honest, it's pretty poor in my opinion. Yeah. The doctor's statement yeah. What they filled out. So he's, you know oh, sorry. The doctor has put in, you know, their last for exam on the April 23. The diagnosis is stage, you know, breast cancer. There's no change. Subjective subjective symptoms of fatigue. That's all great. But then in the return to work and everything and there's no, like, date. So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that. So what happens is is that we're guided by medical advice. So on the April 30, the doctors fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery time frame to look like, or even yeah. Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews. That's essentially what should happen. But we need the doctor to tell us when those reviews are happening. Otherwise, we're kind of in the dark. Like, the, like, the doctor's not really so much out, and, honestly, it happens a lot. So we just need we need something from the doctor. They just said TBC TBC on when do you think they'll be able to return to work, which is fine. Like, they don't have to know, but, like, they should know, you know, like, at the moment they can't work. We'll be reviewing, like, this I mean, surely, she's surely, she's getting, you know, like, reviewed about, you know, amounts and stuff for their chemo and radiation and all that kind of stuff. And, generally, there's yeah. Generally, they also have, like, a time frame of how long they're gonna get it for before it's, like, you know, called in like, before they might change or they might stop and see how it goes and retest. We've got the back for scans and stuff. So to be honest, we've received nothing. Like, the like, the the medical information from the doctor, that one from the thirtieth that you guys sent through, it's just got no dates, no nothing about reviews, treatment time frames, and stuff, or or possible return to work dates. And we need one of the three at least. So I would say that we do need an ongoing doctor's treating statement. I can yeah. Yeah. Yeah. I can send you a copy of the form. Yeah. Yeah. No. That's fine. I can get I can get another one sent out. I'll let Victoria know as well because it looks like there was an error because I can see that the letter did say that it was needed, but it wasn't enclosed. I can see that. So I can see that the only attachment was the OPL ongoing customer claim form and not as well as the OTDS, the ongoing treatment of the statement. But, yeah, like, have that conversation with your your the life insured. The main thing is is that sometimes sometimes doctors are great, and they give us so much information. It's brilliant. You know what I mean? Sometimes they do their minimum. Yeah. That's actually also that's actually cheap. I've I have requested a report. I've requested a report for two questions. One of them was a yes or no question, and I literally got a bill for $4. And I was like, whatever. I needed it. But, like, honestly, these doctors sometimes just take the Mickey. But yeah. Look. See if she can get so the the main thing, have a conversation just about treatment time frame. So it like, whilst she's getting chemo I know she's probably going back every week, so we don't need, obviously, weekly updates. But the doctor should know when there's going to be a change in treatment. Yeah. Like, when there's gonna be a change or some like, something in treatment because that's gonna be the next like, obviously, like, the chemo was giving her symptoms, right, like the fatigue and all that kind of stuff. So that's the treatment that's doing that. So when's the next review of what the if if the treatment's gonna change or stop or or or are they gonna get can exactly. Yeah. Because and normally with cancer, you know, it's getting more scans done. So they do the radiation and chemo, and then they do the scans to see if, like, there have been any actual changes, and then they review what that that treatment's gonna look like going forward if there hasn't been any change. You know, they might change to a different drug or a different whatever, which might also result in different symptoms. You know what I mean? So that is just literally, that's the kind of stuff that's missing. And that's the kind of stuff that we wanna know about because then we can make a plan as well. So what our goal is is are we looking at a long term claim? Are we looking because then and we space it out based on the requirement from a medical practitioner. You know, I'm not a doctor. So we do take a lot of the guidance from the doctor. So just a little bit more information around that treatment time frames and review time frames. But I'll get one sent out to you, this arvo. Are you is your email the email that's on file? Info? Okay. Cool. Let me just do it while I wait on the phone otherwise. I might forget it. Yeah. Just something about treatment time frames and stuff like that. And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point? Because sometimes they can, like, be tapered off or change or something, and sometimes symptoms also change. You you they might get they they might get used to it. They might even just start feeling worse. You know what I mean? Like, it is we just need to have an understanding of what that looks like. Please. See. Attach. And I'm sending it to info. Yeah. Please see attached as discussed. I'm not gonna go war and peace on the email. And where is the form? Please see that. Please see that. Yes. I know. Sometimes I have to really fill them out. Is it this one? Outbound attachment ongoing customer yes. That one. Let me see a look for a second just to make sure it's right. And it'll be the same forms as well. So even if she just keeps a blank copy Yeah. Yeah. Alright. Yeah. Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for all claims, for all income protections. With the ongoing treating state ongoing claim form, we generally like to do them at the same time as the doctor statement. However, if the life insurer has been saying that they've been getting better and that the goal is for them to get better, then we would suggest them a little bit more frequency, especially if their symptoms and stuff are changing. But it can also just be a quick phone call as opposed to a form. But some people prefer forms, some people prefer calling. You know? I I find that, like, older people like to call. Younger people like to fill out a form slash in an email. You know what I mean? Like, I love a good email too. So yeah. So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames. But the the the ongoing the the claim form, that's generally if, like, if there's any changes for the client, whether they deteriorate or get better. You know, if there's any changes in circumstances, that's generally when we like to get it. So we kinda like touch base as often as possible just in case there are any changes. And then sometimes, like, especially if they're deteriorating, then we're like, oh, we might bring the doctor statement forward because, obviously, something's happening, and we probably would need to know about it so that we can make sure that we've got a correct plan on in place on the claim. That's all. And did you get the email? Cool. I'll let Victoria know if she's gone for the day, but I'll have a chat with her tomorrow. Yes. No worries. You have a blessed day. 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you for calling. Please be advised that Victoria Blower is currently unavailable. Please hold the line, and your call will be transferred to the next available team member. Please note, your call may be recorded for quality and training purposes. All of our consultants are currently busy attending to calls.\n\nPlease hold the line, and someone will be with you shortly. Good afternoon. Welcome to claims. How can I help? I'm good.\n\nThank you. How are you? Mhmm. Great. And who's that for?\n\nThank you. And just the adviser code? Should be a four digit code. Then there's a numbers. Yep.\n\nOkay. I just need the life insured's full date of birth and address, please. Yeah. And just the date of birth. Great.\n\nAnd then just where you're calling from and the postal address for your business. How rude. Brilliant. Thank you. And how can I help?\n\nYeah. So there's there's two. There's a one pass one and a a Zurich one. But, realistically, you only need a Zurich one now for both one pass and Zurich claims, and it's Y85. Yep.\n\nMhmm. Right. Okay. Let's have a look. What's this?\n\nWe paid it to the June 18. Okay. June 18. Yep. Okay.\n\nDiagnosed on that date. So transfer of place. Three times when they've been spring policy up to date. Where's the medical? I just I when it's not my planks, I don't know.\n\nLike, you know what I mean? Like, I've got you gotta look through it all. And you're like, oh, no. What am I doing? Sorry.\n\nSo sorry. It's taking me a while. I was gonna, like, look through the the document. Okay. Here we go.\n\nOTDS. April. April. Just a moment. Not my example.\n\nTo be I should have credit recovery. Yeah. Because it actually depends on the doctor. So I'm looking at the the doctor's statement from April 30, and to be honest, it's pretty poor in my opinion. Yeah.\n\nThe doctor's statement yeah. What they filled out. So he's, you know oh, sorry. The doctor has put in, you know, their last for exam on the April 23. The diagnosis is stage, you know, breast cancer.\n\nThere's no change. Subjective subjective symptoms of fatigue. That's all great. But then in the return to work and everything and there's no, like, date. So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that.\n\nSo what happens is is that we're guided by medical advice. So on the April 30, the doctors fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery time frame to look like, or even yeah. Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews. That's essentially what should happen. But we need the doctor to tell us when those reviews are happening.\n\nOtherwise, we're kind of in the dark. Like, the, like, the doctor's not really so much out, and, honestly, it happens a lot. So we just need we need something from the doctor. They just said TBC TBC on when do you think they'll be able to return to work, which is fine. Like, they don't have to know, but, like, they should know, you know, like, at the moment they can't work.\n\nWe'll be reviewing, like, this I mean, surely, she's surely, she's getting, you know, like, reviewed about, you know, amounts and stuff for their chemo and radiation and all that kind of stuff. And, generally, there's yeah. Generally, they also have, like, a time frame of how long they're gonna get it for before it's, like, you know, called in like, before they might change or they might stop and see how it goes and retest. We've got the back for scans and stuff. So to be honest, we've received nothing.\n\nLike, the like, the the medical information from the doctor, that one from the thirtieth that you guys sent through, it's just got no dates, no nothing about reviews, treatment time frames, and stuff, or or possible return to work dates. And we need one of the three at least. So I would say that we do need an ongoing doctor's treating statement. I can yeah. Yeah.\n\nYeah. I can send you a copy of the form. Yeah. Yeah. No.\n\nThat's fine. I can get I can get another one sent out. I'll let Victoria know as well because it looks like there was an error because I can see that the letter did say that it was needed, but it wasn't enclosed. I can see that. So I can see that the only attachment was the OPL ongoing customer claim form and not as well as the OTDS, the ongoing treatment of the statement.\n\nBut, yeah, like, have that conversation with your your the life insured. The main thing is is that sometimes sometimes doctors are great, and they give us so much information. It's brilliant. You know what I mean? Sometimes they do their minimum.\n\nYeah. That's actually also that's actually cheap. I've I have requested a report. I've requested a report for two questions. One of them was a yes or no question, and I literally got a bill for $4.\n\nAnd I was like, whatever. I needed it. But, like, honestly, these doctors sometimes just take the Mickey. But yeah. Look.\n\nSee if she can get so the the main thing, have a conversation just about treatment time frame. So it like, whilst she's getting chemo I know she's probably going back every week, so we don't need, obviously, weekly updates. But the doctor should know when there's going to be a change in treatment. Yeah. Like, when there's gonna be a change or some like, something in treatment because that's gonna be the next like, obviously, like, the chemo was giving her symptoms, right, like the fatigue and all that kind of stuff.\n\nSo that's the treatment that's doing that. So when's the next review of what the if if the treatment's gonna change or stop or or or are they gonna get can exactly. Yeah. Because and normally with cancer, you know, it's getting more scans done. So they do the radiation and chemo, and then they do the scans to see if, like, there have been any actual changes, and then they review what that that treatment's gonna look like going forward if there hasn't been any change.\n\nYou know, they might change to a different drug or a different whatever, which might also result in different symptoms. You know what I mean? So that is just literally, that's the kind of stuff that's missing. And that's the kind of stuff that we wanna know about because then we can make a plan as well. So what our goal is is are we looking at a long term claim?\n\nAre we looking because then and we space it out based on the requirement from a medical practitioner. You know, I'm not a doctor. So we do take a lot of the guidance from the doctor. So just a little bit more information around that treatment time frames and review time frames. But I'll get one sent out to you, this arvo.\n\nAre you is your email the email that's on file? Info? Okay. Cool. Let me just do it while I wait on the phone otherwise.\n\nI might forget it. Yeah. Just something about treatment time frames and stuff like that. And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point? Because sometimes they can, like, be tapered off or change or something, and sometimes symptoms also change.\n\nYou you they might get they they might get used to it. They might even just start feeling worse. You know what I mean? Like, it is we just need to have an understanding of what that looks like. Please.\n\nSee. Attach. And I'm sending it to info. Yeah. Please see attached as discussed.\n\nI'm not gonna go war and peace on the email. And where is the form? Please see that. Please see that. Yes.\n\nI know. Sometimes I have to really fill them out. Is it this one? Outbound attachment ongoing customer yes. That one.\n\nLet me see a look for a second just to make sure it's right. And it'll be the same forms as well. So even if she just keeps a blank copy Yeah. Yeah. Alright.\n\nYeah. Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for all claims, for all income protections. With the ongoing treating state ongoing claim form, we generally like to do them at the same time as the doctor statement. However, if the life insurer has been saying that they've been getting better and that the goal is for them to get better, then we would suggest them a little bit more frequency, especially if their symptoms and stuff are changing. But it can also just be a quick phone call as opposed to a form.\n\nBut some people prefer forms, some people prefer calling. You know? I I find that, like, older people like to call. Younger people like to fill out a form slash in an email. You know what I mean?\n\nLike, I love a good email too. So yeah. So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames. But the the the ongoing the the claim form, that's generally if, like, if there's any changes for the client, whether they deteriorate or get better. You know, if there's any changes in circumstances, that's generally when we like to get it.\n\nSo we kinda like touch base as often as possible just in case there are any changes. And then sometimes, like, especially if they're deteriorating, then we're like, oh, we might bring the doctor statement forward because, obviously, something's happening, and we probably would need to know about it so that we can make sure that we've got a correct plan on in place on the claim. That's all. And did you get the email? Cool.\n\nI'll let Victoria know if she's gone for the day, but I'll have a chat with her tomorrow. Yes. No worries. You have a blessed day. Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling.","start":1.12,"end":2.34,"sentiment":"neutral","sentiment_score":0.1920105442404747},{"text":"Please be advised that Victoria Blower is currently unavailable.","start":2.8,"end":6.74,"sentiment":"negative","sentiment_score":-0.39493192235628766},{"text":"Please hold the line, and your call will be transferred to the next available team member.","start":7.52,"end":11.62,"sentiment":"neutral","sentiment_score":-0.2603470580652356},{"text":"Please note, your call may be recorded for quality and training purposes.","start":13.775,"end":17.475,"sentiment":"neutral","sentiment_score":-0.15075051970779896},{"text":"All of our consultants are currently busy attending to calls.","start":26.175,"end":29.28,"sentiment":"neutral","sentiment_score":-0.2701448619365692}],"sentiment":"neutral","sentiment_score":-0.22475201782642626,"num_words":51,"start":1.12,"end":29.28},{"sentences":[{"text":"Please hold the line, and someone will be with you shortly.","start":29.76,"end":32.42,"sentiment":"neutral","sentiment_score":-0.11519590968435461},{"text":"Good afternoon.","start":34.72,"end":35.36,"sentiment":"neutral","sentiment_score":0.18941468000411987},{"text":"Welcome to claims.","start":35.36,"end":36.24,"sentiment":"neutral","sentiment_score":0.2045014500617981},{"text":"How can I help?","start":36.24,"end":37.22,"sentiment":"neutral","sentiment_score":0.24886876717209816},{"text":"I'm good.","start":40.4,"end":41.04,"sentiment":"positive","sentiment_score":0.45248860120773315}],"sentiment":"neutral","sentiment_score":0.07389231703498146,"num_words":22,"start":29.76,"end":41.04},{"sentences":[{"text":"Thank you.","start":41.04,"end":41.440002,"sentiment":"positive","sentiment_score":0.5275278985500336},{"text":"How are you?","start":41.440002,"end":42.260002,"sentiment":"neutral","sentiment_score":0.316341092189153},{"text":"Mhmm.","start":48.894997,"end":49.394997,"sentiment":"neutral","sentiment_score":0.03287603706121445},{"text":"Great.","start":56.48,"end":56.879997,"sentiment":"neutral","sentiment_score":0.2643406391143799},{"text":"And who's that for?","start":56.879997,"end":58.26,"sentiment":"neutral","sentiment_score":0.09630790539085865}],"sentiment":"neutral","sentiment_score":0.24422976103695956,"num_words":11,"start":41.04,"end":58.26},{"sentences":[{"text":"Thank you.","start":62.879997,"end":63.78,"sentiment":"neutral","sentiment_score":0.2818538174033165},{"text":"And just the adviser code?","start":63.92,"end":65.939995,"sentiment":"neutral","sentiment_score":0.04519866593182087},{"text":"Should be a four digit code.","start":78.335,"end":80.035,"sentiment":"neutral","sentiment_score":-0.000993702405442794},{"text":"Then there's a numbers.","start":80.175,"end":81.155,"sentiment":"neutral","sentiment_score":-0.019334143493324518},{"text":"Yep.","start":93.22,"end":93.54,"sentiment":"neutral","sentiment_score":-0.01320219784975052}],"sentiment":"neutral","sentiment_score":0.03851110990055733,"num_words":18,"start":62.879997,"end":93.54},{"sentences":[{"text":"Okay.","start":93.54,"end":93.86,"sentiment":"neutral","sentiment_score":-0.02325560338795185},{"text":"I just need the life insured's full date of birth and address, please.","start":93.86,"end":97.32,"sentiment":"neutral","sentiment_score":-0.023737014486239508},{"text":"Yeah.","start":104.625,"end":104.865,"sentiment":"neutral","sentiment_score":0.01827446185052395},{"text":"And just the date of birth.","start":104.865,"end":106.165,"sentiment":"neutral","sentiment_score":0.010181953043987354},{"text":"Great.","start":108.545,"end":108.865,"sentiment":"neutral","sentiment_score":0.24876409769058228}],"sentiment":"neutral","sentiment_score":-0.0001684779047288678,"num_words":22,"start":93.54,"end":108.865},{"sentences":[{"text":"And then just where you're calling from and the postal address for your business.","start":108.865,"end":112.165,"sentiment":"neutral","sentiment_score":0.07341769337654114},{"text":"How rude.","start":123.28,"end":124.02,"sentiment":"neutral","sentiment_score":-0.3209867924451828},{"text":"Brilliant.","start":133.065,"end":133.565,"sentiment":"positive","sentiment_score":0.3739167451858521},{"text":"Thank you.","start":133.625,"end":134.105,"sentiment":"neutral","sentiment_score":0.31655557453632355},{"text":"And how can I help?","start":134.105,"end":135.325,"sentiment":"neutral","sentiment_score":0.11109385937452317}],"sentiment":"neutral","sentiment_score":0.08118213806301355,"num_words":24,"start":108.865,"end":135.325},{"sentences":[{"text":"Yeah.","start":142.86,"end":143.1,"sentiment":"neutral","sentiment_score":-0.15588228404521942},{"text":"So there's there's two.","start":143.1,"end":144.46,"sentiment":"neutral","sentiment_score":-0.1449545044451952},{"text":"There's a one pass one and a a Zurich one.","start":144.46,"end":146.62,"sentiment":"neutral","sentiment_score":-0.0572122760117054},{"text":"But, realistically, you only need a Zurich one now for both one pass and Zurich claims, and it's Y85.","start":146.62,"end":151.68001,"sentiment":"neutral","sentiment_score":-0.003142300699102251},{"text":"Yep.","start":153.82,"end":154.32,"sentiment":"neutral","sentiment_score":0.02521016262471676}],"sentiment":"neutral","sentiment_score":-0.038351903217179434,"num_words":35,"start":142.86,"end":154.32},{"sentences":[{"text":"Mhmm.","start":172.01,"end":172.51,"sentiment":"neutral","sentiment_score":-0.04656193032860756},{"text":"Right.","start":227.78,"end":228.18001,"sentiment":"neutral","sentiment_score":-0.07064653933048248},{"text":"Okay.","start":228.18001,"end":228.58,"sentiment":"neutral","sentiment_score":-0.03688725456595421},{"text":"Let's have a look.","start":228.58,"end":229.64,"sentiment":"neutral","sentiment_score":-0.01727647823281586},{"text":"What's this?","start":230.905,"end":235.325,"sentiment":"neutral","sentiment_score":-0.02784614823758602}],"sentiment":"neutral","sentiment_score":-0.030988214847942192,"num_words":9,"start":172.01,"end":235.325},{"sentences":[{"text":"We paid it to the June 18.","start":238.745,"end":242.765,"sentiment":"neutral","sentiment_score":-0.038583219583545415},{"text":"Okay.","start":245.68,"end":246.18,"sentiment":"neutral","sentiment_score":-0.024864807724952694},{"text":"June 18.","start":248.0,"end":249.53998,"sentiment":"neutral","sentiment_score":-0.031813718378543854},{"text":"Yep.","start":274.31,"end":274.81,"sentiment":"neutral","sentiment_score":-0.023085942491889},{"text":"Okay.","start":295.795,"end":296.295,"sentiment":"neutral","sentiment_score":-0.07401911914348602}],"sentiment":"neutral","sentiment_score":-0.037973320266852774,"num_words":12,"start":238.745,"end":296.295},{"sentences":[{"text":"Diagnosed on that date.","start":296.595,"end":298.295,"sentiment":"neutral","sentiment_score":-0.07361813448369503},{"text":"So transfer of place.","start":300.27502,"end":301.89502,"sentiment":"neutral","sentiment_score":-0.06555682979524136},{"text":"Three times when they've been spring policy up to date.","start":303.84003,"end":306.90002,"sentiment":"neutral","sentiment_score":-0.07590402625501155},{"text":"Where's the medical?","start":309.44,"end":312.58002,"sentiment":"neutral","sentiment_score":-0.1283729374408722},{"text":"I just I when it's not my planks, I don't know.","start":315.61502,"end":318.355,"sentiment":"neutral","sentiment_score":-0.21786590597846292}],"sentiment":"neutral","sentiment_score":-0.12804324680473655,"num_words":32,"start":296.595,"end":318.355},{"sentences":[{"text":"Like, you know what I mean?","start":318.415,"end":319.295,"sentiment":"neutral","sentiment_score":-0.19989600280920664},{"text":"Like, I've got you gotta look through it all.","start":319.295,"end":321.95502,"sentiment":"neutral","sentiment_score":-0.18190314372380575},{"text":"And you're like, oh, no.","start":322.33502,"end":323.215,"sentiment":"neutral","sentiment_score":-0.15957999527454375},{"text":"What am I doing?","start":323.215,"end":324.095,"sentiment":"neutral","sentiment_score":-0.06223218608647585},{"text":"Sorry.","start":324.095,"end":324.495,"sentiment":"neutral","sentiment_score":-0.24069494009017944}],"sentiment":"neutral","sentiment_score":-0.16496111884713172,"num_words":25,"start":318.415,"end":324.495},{"sentences":[{"text":"So sorry.","start":324.495,"end":325.055,"sentiment":"neutral","sentiment_score":-0.2665648013353348},{"text":"It's taking me a while.","start":325.055,"end":325.695,"sentiment":"negative","sentiment_score":-0.3342171847820282},{"text":"I was gonna, like, look through the the document.","start":325.695,"end":330.53,"sentiment":"neutral","sentiment_score":-0.1919891225794951},{"text":"Okay.","start":330.66998,"end":330.83,"sentiment":"neutral","sentiment_score":0.005498435348272324},{"text":"Here we go.","start":330.83,"end":331.46997,"sentiment":"neutral","sentiment_score":0.010749505211909613}],"sentiment":"neutral","sentiment_score":-0.19471853394061328,"num_words":20,"start":324.495,"end":331.46997},{"sentences":[{"text":"OTDS.","start":331.46997,"end":331.96997,"sentiment":"neutral","sentiment_score":0.007154404651373625},{"text":"April.","start":333.22998,"end":333.72998,"sentiment":"neutral","sentiment_score":-0.00061435392126441},{"text":"April.","start":335.62997,"end":336.12997,"sentiment":"neutral","sentiment_score":-0.004072901327162981},{"text":"Just a moment.","start":336.43,"end":337.25,"sentiment":"neutral","sentiment_score":-0.015727140630284946},{"text":"Not my example.","start":340.34998,"end":341.40997,"sentiment":"neutral","sentiment_score":-0.19280910988648733}],"sentiment":"neutral","sentiment_score":-0.06923795579415229,"num_words":9,"start":331.46997,"end":341.40997},{"sentences":[{"text":"To be I should have credit recovery.","start":343.10498,"end":354.56497,"sentiment":"neutral","sentiment_score":-0.03118129393884114},{"text":"Yeah.","start":362.15,"end":362.65,"sentiment":"neutral","sentiment_score":-0.03188439831137657},{"text":"Because it actually depends on the doctor.","start":366.55002,"end":368.49,"sentiment":"neutral","sentiment_score":-0.25682479568890165},{"text":"So I'm looking at the the doctor's statement from April 30, and to be honest, it's pretty poor in my opinion.","start":368.675,"end":380.535,"sentiment":"negative","sentiment_score":-0.45943018049001694},{"text":"Yeah.","start":384.09998,"end":384.59998,"sentiment":"neutral","sentiment_score":-0.10721144080162048}],"sentiment":"neutral","sentiment_score":-0.31900465558912305,"num_words":37,"start":343.10498,"end":384.59998},{"sentences":[{"text":"The doctor's statement yeah.","start":384.66,"end":386.34,"sentiment":"neutral","sentiment_score":-0.1065637432038784},{"text":"What they filled out.","start":386.34,"end":387.3,"sentiment":"neutral","sentiment_score":-0.14645506255328655},{"text":"So he's, you know oh, sorry.","start":387.3,"end":389.62,"sentiment":"neutral","sentiment_score":-0.20453139394521713},{"text":"The doctor has put in, you know, their last for exam on the April 23.","start":389.62,"end":393.24,"sentiment":"neutral","sentiment_score":-0.2223856508731842},{"text":"The diagnosis is stage, you know, breast cancer.","start":393.3,"end":396.50497,"sentiment":"neutral","sentiment_score":-0.2334770504385233}],"sentiment":"neutral","sentiment_score":-0.20115850684610573,"num_words":37,"start":384.66,"end":396.50497},{"sentences":[{"text":"There's no change.","start":396.72498,"end":397.865,"sentiment":"neutral","sentiment_score":-0.28807735443115234},{"text":"Subjective subjective symptoms of fatigue.","start":399.525,"end":401.845,"sentiment":"neutral","sentiment_score":-0.27175168693065643},{"text":"That's all great.","start":401.845,"end":402.82498,"sentiment":"neutral","sentiment_score":0.026297093679507572},{"text":"But then in the return to work and everything and there's no, like, date.","start":402.965,"end":408.985,"sentiment":"neutral","sentiment_score":-0.29124010673591066},{"text":"So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that.","start":409.22998,"end":416.13,"sentiment":"negative","sentiment_score":-0.38887399694193964}],"sentiment":"neutral","sentiment_score":-0.31594922168490785,"num_words":48,"start":396.72498,"end":416.13},{"sentences":[{"text":"So what happens is is that we're guided by medical advice.","start":416.50998,"end":420.69,"sentiment":"neutral","sentiment_score":-0.031604627570645374},{"text":"So on the April 30, the doctors fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery time frame to look like, or even yeah.","start":420.75,"end":431.855,"sentiment":"neutral","sentiment_score":-0.2016530469423387},{"text":"Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews.","start":431.855,"end":439.88998,"sentiment":"neutral","sentiment_score":-0.004119872115552425},{"text":"That's essentially what should happen.","start":439.88998,"end":441.41,"sentiment":"neutral","sentiment_score":0.07573540583252907},{"text":"But we need the doctor to tell us when those reviews are happening.","start":441.41,"end":443.97,"sentiment":"neutral","sentiment_score":-0.05944687070754858}],"sentiment":"neutral","sentiment_score":-0.09689824519916734,"num_words":94,"start":416.50998,"end":443.97},{"sentences":[{"text":"Otherwise, we're kind of in the dark.","start":443.97,"end":446.13,"sentiment":"negative","sentiment_score":-0.3412797919341496},{"text":"Like, the, like, the doctor's not really so much out, and, honestly, it happens a lot.","start":446.13,"end":451.495,"sentiment":"neutral","sentiment_score":-0.27555660158395767},{"text":"So we just need we need something from the doctor.","start":452.03497,"end":455.555,"sentiment":"neutral","sentiment_score":-0.021945414319634437},{"text":"They just said TBC TBC on when do you think they'll be able to return to work, which is fine.","start":455.555,"end":461.31497,"sentiment":"neutral","sentiment_score":-0.0033939030021429063},{"text":"Like, they don't have to know, but, like, they should know, you know, like, at the moment they can't work.","start":461.31497,"end":466.91,"sentiment":"neutral","sentiment_score":-0.1415891483426094}],"sentiment":"neutral","sentiment_score":-0.13584903204073645,"num_words":73,"start":443.97,"end":466.91},{"sentences":[{"text":"We'll be reviewing, like, this I mean, surely, she's surely, she's getting, you know, like, reviewed about, you know, amounts and stuff for their chemo and radiation and all that kind of stuff.","start":466.91,"end":479.325,"sentiment":"neutral","sentiment_score":-0.020606912672519684},{"text":"And, generally, there's yeah.","start":479.325,"end":483.42502,"sentiment":"neutral","sentiment_score":-0.012880078749731183},{"text":"Generally, they also have, like, a time frame of how long they're gonna get it for before it's, like, you know, called in like, before they might change or they might stop and see how it goes and retest.","start":483.565,"end":495.74,"sentiment":"neutral","sentiment_score":-0.049584370775100514},{"text":"We've got the back for scans and stuff.","start":495.96,"end":497.56,"sentiment":"neutral","sentiment_score":-0.08985097287222743},{"text":"So to be honest, we've received nothing.","start":497.56,"end":499.9,"sentiment":"neutral","sentiment_score":-0.28174619163785664}],"sentiment":"neutral","sentiment_score":-0.058861208987514395,"num_words":91,"start":466.91,"end":499.9},{"sentences":[{"text":"Like, the like, the the medical information from the doctor, that one from the thirtieth that you guys sent through, it's just got no dates, no nothing about reviews, treatment time frames, and stuff, or or possible return to work dates.","start":500.52,"end":511.415,"sentiment":"neutral","sentiment_score":-0.0774143838846102},{"text":"And we need one of the three at least.","start":511.555,"end":513.65497,"sentiment":"neutral","sentiment_score":-0.03601741997732057},{"text":"So I would say that we do need an ongoing doctor's treating statement.","start":513.795,"end":517.415,"sentiment":"neutral","sentiment_score":0.06602255412592338},{"text":"I can yeah.","start":518.59,"end":520.35004,"sentiment":"neutral","sentiment_score":0.039227548986673355},{"text":"Yeah.","start":520.35004,"end":520.59,"sentiment":"neutral","sentiment_score":0.022705543786287308}],"sentiment":"neutral","sentiment_score":-0.03730544962211332,"num_words":67,"start":500.52,"end":520.59},{"sentences":[{"text":"Yeah.","start":520.59,"end":520.83,"sentiment":"neutral","sentiment_score":0.010069512762129309},{"text":"I can send you a copy of the form.","start":520.83,"end":522.77,"sentiment":"neutral","sentiment_score":0.12857180337111154},{"text":"Yeah.","start":526.67004,"end":527.17004,"sentiment":"neutral","sentiment_score":-0.000980938784778118},{"text":"Yeah.","start":532.27,"end":532.77,"sentiment":"neutral","sentiment_score":0.006465068552643061},{"text":"No.","start":533.595,"end":533.83496,"sentiment":"neutral","sentiment_score":-0.025111999362707135}],"sentiment":"neutral","sentiment_score":0.08827599026979162,"num_words":13,"start":520.59,"end":533.83496},{"sentences":[{"text":"That's fine.","start":533.83496,"end":534.39496,"sentiment":"neutral","sentiment_score":0.05390803841874004},{"text":"I can get I can get another one sent out.","start":534.39496,"end":538.095,"sentiment":"neutral","sentiment_score":0.005669056065380573},{"text":"I'll let Victoria know as well because it looks like there was an error because I can see that the letter did say that it was needed, but it wasn't enclosed.","start":539.435,"end":547.45496,"sentiment":"neutral","sentiment_score":-0.034325229544793404},{"text":"I can see that.","start":547.61005,"end":548.97003,"sentiment":"neutral","sentiment_score":-0.028419550973922014},{"text":"So I can see that the only attachment was the OPL ongoing customer claim form and not as well as the OTDS, the ongoing treatment of the statement.","start":548.97003,"end":557.71,"sentiment":"neutral","sentiment_score":-0.03979687452582376}],"sentiment":"neutral","sentiment_score":-0.028367548920214175,"num_words":75,"start":533.83496,"end":557.71},{"sentences":[{"text":"But, yeah, like, have that conversation with your your the life insured.","start":557.85004,"end":562.39496,"sentiment":"neutral","sentiment_score":0.09663265384733677},{"text":"The main thing is is that sometimes sometimes doctors are great, and they give us so much information.","start":562.39496,"end":567.19495,"sentiment":"neutral","sentiment_score":0.24086307817035252},{"text":"It's brilliant.","start":567.19495,"end":567.755,"sentiment":"positive","sentiment_score":0.5647715926170349},{"text":"You know what I mean?","start":567.755,"end":568.735,"sentiment":"neutral","sentiment_score":0.23189456462860109},{"text":"Sometimes they do their minimum.","start":568.95496,"end":571.77496,"sentiment":"neutral","sentiment_score":-0.3215426653623581}],"sentiment":"neutral","sentiment_score":0.14705785559046836,"num_words":42,"start":557.85004,"end":571.77496},{"sentences":[{"text":"Yeah.","start":571.995,"end":572.495,"sentiment":"neutral","sentiment_score":-0.07584259659051895},{"text":"That's actually also that's actually cheap.","start":583.11,"end":585.58997,"sentiment":"neutral","sentiment_score":0.08135219259808461},{"text":"I've I have requested a report.","start":585.58997,"end":587.76996,"sentiment":"neutral","sentiment_score":-0.006624376711746057},{"text":"I've requested a report for two questions.","start":587.895,"end":590.055,"sentiment":"neutral","sentiment_score":-0.01104318190898214},{"text":"One of them was a yes or no question, and I literally got a bill for $4.","start":590.055,"end":595.03503,"sentiment":"neutral","sentiment_score":-0.04624356241787181}],"sentiment":"neutral","sentiment_score":-0.013268068533491445,"num_words":37,"start":571.995,"end":595.03503},{"sentences":[{"text":"And I was like, whatever.","start":596.615,"end":598.055,"sentiment":"neutral","sentiment_score":0.12403149604797363},{"text":"I needed it.","start":598.055,"end":598.615,"sentiment":"neutral","sentiment_score":0.03198560203115145},{"text":"But, like, honestly, these doctors sometimes just take the Mickey.","start":598.615,"end":601.815,"sentiment":"neutral","sentiment_score":-0.1398189015686512},{"text":"But yeah.","start":601.815,"end":602.135,"sentiment":"neutral","sentiment_score":-0.03726242296397686},{"text":"Look.","start":602.135,"end":602.61,"sentiment":"neutral","sentiment_score":-0.004826651886105537}],"sentiment":"neutral","sentiment_score":-0.03625839176986899,"num_words":21,"start":596.615,"end":602.61},{"sentences":[{"text":"See if she can get so the the main thing, have a conversation just about treatment time frame.","start":602.69,"end":608.20996,"sentiment":"neutral","sentiment_score":0.014973847092025809},{"text":"So it like, whilst she's getting chemo I know she's probably going back every week, so we don't need, obviously, weekly updates.","start":608.20996,"end":613.81,"sentiment":"neutral","sentiment_score":-0.06843259998343208},{"text":"But the doctor should know when there's going to be a change in treatment.","start":613.81,"end":619.265,"sentiment":"neutral","sentiment_score":-0.05392749607563019},{"text":"Yeah.","start":620.445,"end":620.765,"sentiment":"neutral","sentiment_score":0.0010207798331975937},{"text":"Like, when there's gonna be a change or some like, something in treatment because that's gonna be the next like, obviously, like, the chemo was giving her symptoms, right, like the fatigue and all that kind of stuff.","start":620.765,"end":630.45,"sentiment":"neutral","sentiment_score":-0.09641999937593937}],"sentiment":"neutral","sentiment_score":-0.06079475369344475,"num_words":93,"start":602.69,"end":630.45},{"sentences":[{"text":"So that's the treatment that's doing that.","start":630.45,"end":632.21,"sentiment":"neutral","sentiment_score":0.0026479799832616535},{"text":"So when's the next review of what the if if the treatment's gonna change or stop or or or are they gonna get can exactly.","start":632.21,"end":641.75,"sentiment":"neutral","sentiment_score":0.014831270091235638},{"text":"Yeah.","start":647.065,"end":647.385,"sentiment":"neutral","sentiment_score":0.0398477241396904},{"text":"Because and normally with cancer, you know, it's getting more scans done.","start":647.385,"end":650.34503,"sentiment":"neutral","sentiment_score":-0.032860090490430593},{"text":"So they do the radiation and chemo, and then they do the scans to see if, like, there have been any actual changes, and then they review what that that treatment's gonna look like going forward if there hasn't been any change.","start":650.34503,"end":659.41003,"sentiment":"neutral","sentiment_score":-0.011782571473824126}],"sentiment":"neutral","sentiment_score":-0.005287629327383535,"num_words":87,"start":630.45,"end":659.41003},{"sentences":[{"text":"You know, they might change to a different drug or a different whatever, which might also result in different symptoms.","start":659.41003,"end":665.19,"sentiment":"neutral","sentiment_score":-0.1731410648673773},{"text":"You know what I mean?","start":665.33,"end":666.47003,"sentiment":"neutral","sentiment_score":-0.046490227431058885},{"text":"So that is just literally, that's the kind of stuff that's missing.","start":667.57,"end":670.37,"sentiment":"neutral","sentiment_score":-0.20593131457765898},{"text":"And that's the kind of stuff that we wanna know about because then we can make a plan as well.","start":670.37,"end":673.565,"sentiment":"neutral","sentiment_score":0.03125537633895874},{"text":"So what our goal is is are we looking at a long term claim?","start":673.565,"end":677.805,"sentiment":"neutral","sentiment_score":0.18981748606477464}],"sentiment":"neutral","sentiment_score":-0.04061825179927785,"num_words":71,"start":659.41003,"end":677.805},{"sentences":[{"text":"Are we looking because then and we space it out based on the requirement from a medical practitioner.","start":677.805,"end":683.125,"sentiment":"neutral","sentiment_score":0.07421801777349578},{"text":"You know, I'm not a doctor.","start":683.125,"end":684.945,"sentiment":"neutral","sentiment_score":-0.03822498085598151},{"text":"So we do take a lot of the guidance from the doctor.","start":685.23,"end":687.63,"sentiment":"neutral","sentiment_score":0.15257480600848794},{"text":"So just a little bit more information around that treatment time frames and review time frames.","start":687.63,"end":693.17,"sentiment":"neutral","sentiment_score":0.05901198065839708},{"text":"But I'll get one sent out to you, this arvo.","start":694.51,"end":696.85,"sentiment":"neutral","sentiment_score":0.12151580825448036}],"sentiment":"neutral","sentiment_score":0.08220680451561366,"num_words":62,"start":677.805,"end":696.85},{"sentences":[{"text":"Are you is your email the email that's on file?","start":696.91,"end":699.64996,"sentiment":"neutral","sentiment_score":0.1102262519299984},{"text":"Info?","start":702.135,"end":702.45496,"sentiment":"neutral","sentiment_score":0.16913065314292908},{"text":"Okay.","start":702.45496,"end":702.77496,"sentiment":"neutral","sentiment_score":0.111275777220726},{"text":"Cool.","start":702.77496,"end":703.095,"sentiment":"neutral","sentiment_score":0.31592121720314026},{"text":"Let me just do it while I wait on the phone otherwise.","start":703.095,"end":705.435,"sentiment":"neutral","sentiment_score":0.15210898841420809}],"sentiment":"neutral","sentiment_score":0.14095592111349106,"num_words":25,"start":696.91,"end":705.435},{"sentences":[{"text":"I might forget it.","start":706.055,"end":707.435,"sentiment":"neutral","sentiment_score":0.00854005990549922},{"text":"Yeah.","start":713.22,"end":713.54,"sentiment":"neutral","sentiment_score":-0.0007337713614106178},{"text":"Just something about treatment time frames and stuff like that.","start":713.54,"end":716.58,"sentiment":"neutral","sentiment_score":0.00475199930369854},{"text":"And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point?","start":716.58,"end":723.7,"sentiment":"neutral","sentiment_score":0.01995610323949502},{"text":"Because sometimes they can, like, be tapered off or change or something, and sometimes symptoms also change.","start":723.7,"end":730.895,"sentiment":"neutral","sentiment_score":-0.10068442803971908}],"sentiment":"neutral","sentiment_score":-0.01916948501984107,"num_words":58,"start":706.055,"end":730.895},{"sentences":[{"text":"You you they might get they they might get used to it.","start":731.35504,"end":733.59503,"sentiment":"neutral","sentiment_score":-0.31312866508960724},{"text":"They might even just start feeling worse.","start":733.59503,"end":735.03503,"sentiment":"negative","sentiment_score":-0.3794119102614267},{"text":"You know what I mean?","start":735.03503,"end":735.755,"sentiment":"neutral","sentiment_score":-0.1612964004278183},{"text":"Like, it is we just need to have an understanding of what that looks like.","start":735.755,"end":739.775,"sentiment":"neutral","sentiment_score":-0.14392849951982498},{"text":"Please.","start":742.92,"end":743.08,"sentiment":"neutral","sentiment_score":-0.009651773609220982}],"sentiment":"neutral","sentiment_score":-0.23471221553627403,"num_words":40,"start":731.35504,"end":743.08},{"sentences":[{"text":"See.","start":743.08,"end":743.58,"sentiment":"neutral","sentiment_score":-0.0013278387486934662},{"text":"Attach.","start":743.64,"end":744.12,"sentiment":"neutral","sentiment_score":0.005986208096146584},{"text":"And I'm sending it to info.","start":744.12,"end":745.32,"sentiment":"neutral","sentiment_score":0.016203162105133135},{"text":"Yeah.","start":745.32,"end":745.56,"sentiment":"neutral","sentiment_score":0.009419972077012062},{"text":"Please see attached as discussed.","start":745.56,"end":747.66,"sentiment":"neutral","sentiment_score":0.009157366678118705}],"sentiment":"neutral","sentiment_score":0.01122029624613268,"num_words":14,"start":743.08,"end":747.66},{"sentences":[{"text":"I'm not gonna go war and peace on the email.","start":748.44,"end":751.02,"sentiment":"neutral","sentiment_score":-0.09638183340430259},{"text":"And where is the form?","start":752.44,"end":753.98,"sentiment":"neutral","sentiment_score":-0.01881114989519119},{"text":"Please see that.","start":758.955,"end":759.755,"sentiment":"neutral","sentiment_score":-0.008343911108871302},{"text":"Please see that.","start":759.755,"end":760.655,"sentiment":"neutral","sentiment_score":0.006576139479875565},{"text":"Yes.","start":763.515,"end":764.015,"sentiment":"neutral","sentiment_score":0.1314272582530975}],"sentiment":"neutral","sentiment_score":-0.0423522790978578,"num_words":22,"start":748.44,"end":764.015},{"sentences":[{"text":"I know.","start":765.43506,"end":765.835,"sentiment":"neutral","sentiment_score":0.04243691451847553},{"text":"Sometimes I have to really fill them out.","start":765.835,"end":767.67505,"sentiment":"neutral","sentiment_score":0.006828598910942674},{"text":"Is it this one?","start":767.67505,"end":768.51,"sentiment":"neutral","sentiment_score":0.013351120054721832},{"text":"Outbound attachment ongoing customer yes.","start":768.75,"end":771.07,"sentiment":"neutral","sentiment_score":0.011460725404322147},{"text":"That one.","start":771.07,"end":771.65,"sentiment":"neutral","sentiment_score":0.01786089688539505}],"sentiment":"neutral","sentiment_score":0.013615834349322887,"num_words":21,"start":765.43506,"end":771.65},{"sentences":[{"text":"Let me see a look for a second just to make sure it's right.","start":772.19,"end":775.01,"sentiment":"neutral","sentiment_score":0.022013507384274687},{"text":"And it'll be the same forms as well.","start":775.31,"end":777.07,"sentiment":"neutral","sentiment_score":0.03769620112143457},{"text":"So even if she just keeps a blank copy Yeah.","start":777.07,"end":781.25,"sentiment":"neutral","sentiment_score":-0.005699190869927406},{"text":"Yeah.","start":782.965,"end":783.465,"sentiment":"neutral","sentiment_score":0.0049997009336948395},{"text":"Alright.","start":785.84503,"end":786.34503,"sentiment":"neutral","sentiment_score":0.08982479572296143}],"sentiment":"neutral","sentiment_score":0.01904680295025601,"num_words":34,"start":772.19,"end":786.34503},{"sentences":[{"text":"Yeah.","start":786.405,"end":786.905,"sentiment":"neutral","sentiment_score":0.10230054706335068},{"text":"Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for all claims, for all income protections.","start":787.045,"end":795.145,"sentiment":"neutral","sentiment_score":0.08105367335180441},{"text":"With the ongoing treating state ongoing claim form, we generally like to do them at the same time as the doctor statement.","start":795.285,"end":803.88,"sentiment":"neutral","sentiment_score":0.042644513728605074},{"text":"However, if the life insurer has been saying that they've been getting better and that the goal is for them to get better, then we would suggest them a little bit more frequency, especially if their symptoms and stuff are changing.","start":803.94,"end":816.46497,"sentiment":"neutral","sentiment_score":0.09417473120478595},{"text":"But it can also just be a quick phone call as opposed to a form.","start":816.46497,"end":820.545,"sentiment":"neutral","sentiment_score":0.06335787201921145}],"sentiment":"neutral","sentiment_score":0.07599653311313019,"num_words":109,"start":786.405,"end":820.545},{"sentences":[{"text":"But some people prefer forms, some people prefer calling.","start":820.545,"end":823.58496,"sentiment":"neutral","sentiment_score":0.06485394678182071},{"text":"You know?","start":823.58496,"end":823.90497,"sentiment":"neutral","sentiment_score":0.053268468007445335},{"text":"I I find that, like, older people like to call.","start":823.90497,"end":827.125,"sentiment":"neutral","sentiment_score":0.15378640592098236},{"text":"Younger people like to fill out a form slash in an email.","start":828.06,"end":831.18005,"sentiment":"neutral","sentiment_score":0.10325631095717351},{"text":"You know what I mean?","start":831.18005,"end":831.9,"sentiment":"neutral","sentiment_score":0.31895368099212645}],"sentiment":"neutral","sentiment_score":0.13320870138704777,"num_words":38,"start":820.545,"end":831.9},{"sentences":[{"text":"Like, I love a good email too.","start":831.9,"end":834.14,"sentiment":"positive","sentiment_score":0.5583322644233704},{"text":"So yeah.","start":834.14,"end":836.46,"sentiment":"neutral","sentiment_score":0.19197958707809448},{"text":"So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames.","start":836.46,"end":844.275,"sentiment":"neutral","sentiment_score":0.10640373766422272},{"text":"But the the the ongoing the the claim form, that's generally if, like, if there's any changes for the client, whether they deteriorate or get better.","start":844.275,"end":854.455,"sentiment":"neutral","sentiment_score":-0.059348872683655754},{"text":"You know, if there's any changes in circumstances, that's generally when we like to get it.","start":854.67505,"end":858.54,"sentiment":"neutral","sentiment_score":0.014773873772355728}],"sentiment":"neutral","sentiment_score":0.0742853915435262,"num_words":76,"start":831.9,"end":858.54},{"sentences":[{"text":"So we kinda like touch base as often as possible just in case there are any changes.","start":858.54,"end":862.8,"sentiment":"neutral","sentiment_score":0.10509342590675634},{"text":"And then sometimes, like, especially if they're deteriorating, then we're like, oh, we might bring the doctor statement forward because, obviously, something's happening, and we probably would need to know about it so that we can make sure that we've got a correct plan on in place on the claim.","start":865.42,"end":878.58496,"sentiment":"neutral","sentiment_score":0.00016685232520103455},{"text":"That's all.","start":878.58496,"end":879.32495,"sentiment":"neutral","sentiment_score":0.08397053182125092},{"text":"And did you get the email?","start":881.065,"end":882.605,"sentiment":"neutral","sentiment_score":0.07295290908465783},{"text":"Cool.","start":885.065,"end":885.565,"sentiment":"neutral","sentiment_score":0.026675861328840256}],"sentiment":"neutral","sentiment_score":0.03193770047571314,"num_words":76,"start":858.54,"end":885.565},{"sentences":[{"text":"I'll let Victoria know if she's gone for the day, but I'll have a chat with her tomorrow.","start":885.57,"end":888.79,"sentiment":"neutral","sentiment_score":0.03770927546752824},{"text":"Yes.","start":893.73,"end":894.23,"sentiment":"neutral","sentiment_score":0.14675672352313995},{"text":"No worries.","start":897.0049,"end":897.56494,"sentiment":"positive","sentiment_score":0.39042970538139343},{"text":"You have a blessed day.","start":897.56494,"end":898.62494,"sentiment":"positive","sentiment_score":0.6879642128944397},{"text":"Bye.","start":900.4449,"end":900.9449,"sentiment":"neutral","sentiment_score":0.2757781147956848}],"sentiment":"neutral","sentiment_score":0.19711045451738216,"num_words":27,"start":885.57,"end":900.9449}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling. Please be advised that Victoria Blower is currently unavailable.\n\nChannel 0: Damn it.\n\nChannel 1: Please hold the line, and your call will be transferred to the next available team member. Please note, your call may be recorded for quality and training purposes. All of our consultants are currently busy attending to calls. Please hold the line, and someone will be with you shortly. Good afternoon.\n\nWelcome to claims. How can I help?\n\nChannel 0: Hi. My name is Larissa from Oakview Financial. How are you going?\n\nChannel 1: I'm good. Thank you. How are you?\n\nChannel 0: Good. Thanks. I'm just calling with regards to current claim. It's C20253\n\nChannel 1: Mhmm.\n\nChannel 0: 19182.\n\nChannel 1: Great. And who's that for?\n\nChannel 0: That is for Janine Rockliffe.\n\nChannel 1: Thank you. And just the adviser code?\n\nChannel 0: I should know this off the top of my head. Why do I never know this off the top of my head? It's 4Triple 4006650.\n\nChannel 1: Should be a four digit code. Then there's a numbers.\n\nChannel 0: YE. No. Can't remember it. Can you do the security out of the way?\n\nChannel 1: Yep. Okay. I just\n\nChannel 0: Blinking.\n\nChannel 1: need the life insured's full date of birth and address, please.\n\nChannel 0: Yeah. Janine Rockliffe, 95 Climax Court, Witherin, Queensland 4275.\n\nChannel 1: Yeah. And just the date of birth.\n\nChannel 0: 03/10/1977.\n\nChannel 1: Great. And then just where you're calling from and the postal address for your business.\n\nChannel 0: Yep. Okey Financial. Postal is sorry. They're having a party in the background.\n\nChannel 1: How rude.\n\nChannel 0: I know. Postal is 10411 Southport, BC, Queensland 4215.\n\nChannel 1: Brilliant. Thank you. And how can I help?\n\nChannel 0: What is the adviser code? It is YESomething something, isn't it? I'm not\n\nChannel 1: Yeah.\n\nChannel 0: stupid.\n\nChannel 1: So there's there's two. There's a one pass one and a a Zurich one. But, realistically, you only need a Zurich one now for both one pass and Zurich claims, and it's Y85.\n\nChannel 0: 85. Duh.\n\nChannel 1: Yep.\n\nChannel 0: Christ. It's been a whole day. Anyway, what I was Victoria. So I this this client has an ongoing claim for IP.\n\nChannel 1: Mhmm.\n\nChannel 0: And back in July, we sent through the required documents that were sent to the client for the outstanding claim. All the documents that were provided to the client were filled out and were provided back for the claim. While the email said an ongoing treating doctor statement, nothing was attached. When we sent back the forms, we sent back everything that was attached to be filled out by the client. There was no ongoing doctor's claim form to be filled out, and we did ask, is this everything?\n\nIs there anything outstanding? Nothing was provided as a further outstanding. The client now hasn't had the payment paid to her, and we've now received an email this morning or today, not too long ago, advising that there is still the ongoing treating doctor statement outstanding.\n\nChannel 1: Right. Okay. Let's have a look. What's this? We paid it to the June 18.\n\nOkay. June 18.\n\nChannel 0: And then nothing came in on the July 18, so nearly a month ago. And then the requirement was for like, in in the original email, everything had to be provided by the end of July. So, theoretically, July's payment still should have gone through because the requirement wasn't until the end of July to be provided.\n\nChannel 1: Yep.\n\nChannel 0: But, again, there was no there was no enclosed, like, treating doctor statement to be completed by the doctor.\n\nChannel 1: Okay. Diagnosed on that date. So transfer of place. Three times when they've been spring policy up to date. Where's the medical?\n\nI just I when it's not my planks, I don't know.\n\nChannel 0: I\n\nChannel 1: Like,\n\nChannel 0: know.\n\nChannel 1: you know what I mean?\n\nChannel 0: I\n\nChannel 1: Like,\n\nChannel 0: no.\n\nChannel 1: I've\n\nChannel 0: I\n\nChannel 1: got\n\nChannel 0: I get it.\n\nChannel 1: you\n\nChannel 0: You\n\nChannel 1: gotta\n\nChannel 0: you jump\n\nChannel 1: look\n\nChannel 0: halfway\n\nChannel 1: through it\n\nChannel 0: through.\n\nChannel 1: all.\n\nChannel 0: Yep.\n\nChannel 1: And you're like, oh, no. What am I doing? Sorry. So sorry. It's taking me a while.\n\nI was gonna, like,\n\nChannel 0: No.\n\nChannel 1: look through\n\nChannel 0: Babe,\n\nChannel 1: the\n\nChannel 0: don't. You're okay.\n\nChannel 1: the document. Okay. Here we go. OTDS. April.\n\nApril. Just a moment. Not my example.\n\nChannel 0: And\n\nChannel 1: To\n\nChannel 0: then\n\nChannel 1: be\n\nChannel 0: if you\n\nChannel 1: I\n\nChannel 0: if you\n\nChannel 1: should\n\nChannel 0: if\n\nChannel 1: have\n\nChannel 0: you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it.\n\nChannel 1: credit recovery.\n\nChannel 0: But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form? Just\n\nChannel 1: Yeah.\n\nChannel 0: so that way the expectation can be set. I've asked it a couple of times. I still haven't had an answer.\n\nChannel 1: Because it actually depends on the doctor. So I'm looking at the the doctor's statement from April 30,\n\nChannel 0: Yep.\n\nChannel 1: and to be honest, it's pretty poor in my opinion.\n\nChannel 0: The doctor's statement as a whole?\n\nChannel 1: Yeah. The\n\nChannel 0: Yes.\n\nChannel 1: doctor's statement yeah. What they filled out. So he's, you know oh, sorry. The doctor has put in, you know, their last for exam on the April 23. The diagnosis is stage, you know, breast cancer.\n\nThere's no change. Subjective subjective symptoms of fatigue. That's all great. But then in the return to work and everything and there's no, like, date. So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that.\n\nSo\n\nChannel 0: Yep.\n\nChannel 1: what happens is is that we're guided by medical advice. So on the April 30, the doctors\n\nChannel 0: Yeah.\n\nChannel 1: fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery\n\nChannel 0: When\n\nChannel 1: time frame to\n\nChannel 0: when\n\nChannel 1: look like,\n\nChannel 0: their next\n\nChannel 1: or\n\nChannel 0: assessment's\n\nChannel 1: even\n\nChannel 0: gonna be?\n\nChannel 1: yeah. Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews. That's essentially\n\nChannel 0: Yes.\n\nChannel 1: what should happen. But we need the doctor to tell us when those reviews are happening. Otherwise, we're kind of in the dark. Like, the,\n\nChannel 0: Yeah.\n\nChannel 1: like, the doctor's not really so much out, and, honestly, it happens a lot.\n\nChannel 0: Oh,\n\nChannel 1: So\n\nChannel 0: absolutely.\n\nChannel 1: we just need we need something from the doctor. They just said TBC TBC\n\nChannel 0: Yes.\n\nChannel 1: on when do you think they'll be able to return to work, which is fine. Like, they don't have to know, but, like,\n\nChannel 0: Yep.\n\nChannel 1: they should know, you know, like, at the moment they can't work. We'll be reviewing, like, this I mean,\n\nChannel 0: We're\n\nChannel 1: surely,\n\nChannel 0: we're we're\n\nChannel 1: she's\n\nChannel 0: meeting each month. We're meeting each\n\nChannel 1: surely,\n\nChannel 0: quarter. We're\n\nChannel 1: she's\n\nChannel 0: meeting\n\nChannel 1: getting,\n\nChannel 0: each.\n\nChannel 1: you know, like, reviewed about,\n\nChannel 0: Yep.\n\nChannel 1: you know, amounts and stuff for their chemo and radiation and all that\n\nChannel 0: Absolutely.\n\nChannel 1: kind of stuff. And, generally,\n\nChannel 0: She's got\n\nChannel 1: there's\n\nChannel 0: immunotherapy on\n\nChannel 1: yeah. Generally, they also have, like, a time frame of how long they're gonna get it for\n\nChannel 0: yeah.\n\nChannel 1: before it's, like, you know, called in like, before they might change or they might stop and see how it goes and retest. We've got the back\n\nChannel 0: Yep.\n\nChannel 1: for scans and stuff. So to be honest, we've received nothing.\n\nChannel 0: Cool.\n\nChannel 1: Like, the like, the the medical information from the doctor, that one from\n\nChannel 0: Thank\n\nChannel 1: the thirtieth that you guys sent through, it's just got no dates, no nothing about reviews, treatment time frames, and stuff, or or possible return\n\nChannel 0: you.\n\nChannel 1: to work dates. And we need one of the three at least. So\n\nChannel 0: Cool.\n\nChannel 1: I\n\nChannel 0: Yep.\n\nChannel 1: would say that we do need an ongoing doctor's treating statement.\n\nChannel 0: Can you send\n\nChannel 1: I can\n\nChannel 0: me the form, please?\n\nChannel 1: yeah. Yeah.\n\nChannel 0: Because\n\nChannel 1: Yeah. I\n\nChannel 0: the\n\nChannel 1: can\n\nChannel 0: the\n\nChannel 1: send\n\nChannel 0: client's\n\nChannel 1: you a copy\n\nChannel 0: happy to\n\nChannel 1: of the form.\n\nChannel 0: yeah. The client's happy to fill it out, but it wasn't attached to the last one. And both her and I was\n\nChannel 1: Yeah.\n\nChannel 0: like, look. Just fill out what's it being attached. I'll go back to Victoria and ask. So\n\nChannel 1: Yeah.\n\nChannel 0: Janine\n\nChannel 1: No.\n\nChannel 0: filled\n\nChannel 1: That's\n\nChannel 0: it out.\n\nChannel 1: fine.\n\nChannel 0: I\n\nChannel 1: I\n\nChannel 0: sent\n\nChannel 1: can\n\nChannel 0: it\n\nChannel 1: get\n\nChannel 0: through and and\n\nChannel 1: I\n\nChannel 0: was\n\nChannel 1: can\n\nChannel 0: like,\n\nChannel 1: get\n\nChannel 0: hey.\n\nChannel 1: another\n\nChannel 0: There was\n\nChannel 1: one\n\nChannel 0: no doctor's\n\nChannel 1: sent\n\nChannel 0: note.\n\nChannel 1: out.\n\nChannel 0: Cool.\n\nChannel 1: I'll let Victoria know as well because it looks like there was an error because I\n\nChannel 0: Yeah.\n\nChannel 1: can see that the letter did say that it was needed, but it wasn't enclosed. I can see that. So I can see that the only attachment was the OPL ongoing customer claim form and not as well as\n\nChannel 0: Yes.\n\nChannel 1: the OTDS, the ongoing treatment of the statement.\n\nChannel 0: Yeah.\n\nChannel 1: But, yeah, like, have that conversation with your your the life insured. The main thing is is that sometimes sometimes doctors are great, and they give us so much information. It's brilliant. You know what I mean?\n\nChannel 0: Yeah.\n\nChannel 1: Sometimes they\n\nChannel 0: Oh, they're they're\n\nChannel 1: do\n\nChannel 0: horrific.\n\nChannel 1: their minimum. Yeah.\n\nChannel 0: I was talking to Janine, and Janine said she'll have no issues getting the form completed. Like, he costs a $180 to do it, but it's no problem for him to do it. She's like, I just need to know when to do\n\nChannel 1: That's\n\nChannel 0: it.\n\nChannel 1: actually\n\nChannel 0: So I'll go and\n\nChannel 1: also that's actually cheap. I've I have requested\n\nChannel 0: oh, I\n\nChannel 1: a\n\nChannel 0: know.\n\nChannel 1: report. I've\n\nChannel 0: Yeah.\n\nChannel 1: requested a report for two questions. One of them was a yes or no question, and I literally got a bill for $4. And\n\nChannel 0: Good.\n\nChannel 1: I was like, whatever. I needed it. But, like, honestly, these doctors sometimes just take the Mickey. But yeah. Look.\n\nSee if she can get so the the main thing, have a conversation just about treatment time frame. So it like, whilst she's getting chemo I know she's probably going back every week, so we don't need, obviously, weekly updates. But the doctor should know when there's going to be a change\n\nChannel 0: When that's when that's a a\n\nChannel 1: in\n\nChannel 0: major\n\nChannel 1: treatment.\n\nChannel 0: review. Yeah.\n\nChannel 1: Yeah. Like, when there's gonna be a change or some like, something in treatment because that's gonna be the next like, obviously, like, the chemo was giving her symptoms, right, like the fatigue and\n\nChannel 0: Yeah.\n\nChannel 1: all that kind of stuff. So that's the treatment that's doing that. So when's the next review of what the if if the treatment's gonna\n\nChannel 0: Yeah.\n\nChannel 1: change or\n\nChannel 0: Because,\n\nChannel 1: stop or\n\nChannel 0: generally, it's\n\nChannel 1: or\n\nChannel 0: I've\n\nChannel 1: or\n\nChannel 0: you're\n\nChannel 1: are they\n\nChannel 0: scheduled\n\nChannel 1: gonna\n\nChannel 0: in\n\nChannel 1: get\n\nChannel 0: for x x rounds of chemo,\n\nChannel 1: can\n\nChannel 0: x rounds of of\n\nChannel 1: exactly.\n\nChannel 0: radiation, of immunotherapy. We will review that after this, which is roughly this day.\n\nChannel 1: Yeah. Because and normally\n\nChannel 0: Cool.\n\nChannel 1: with cancer, you know, it's getting more scans done. So they do the radiation and chemo, and then they do the scans to see if, like, there have been any actual changes, and then they review what that that treatment's gonna look like going forward if there hasn't been any change. You know, they might change to a different drug or a different whatever, which might also result in different symptoms. You know what\n\nChannel 0: Yeah.\n\nChannel 1: I mean?\n\nChannel 0: Absolutely.\n\nChannel 1: So that is just literally, that's the kind of stuff that's missing. And that's the kind of stuff that we wanna know about because then we can make a plan as well. So what our goal is\n\nChannel 0: Yeah.\n\nChannel 1: is are we looking at a long term claim? Are we\n\nChannel 0: Yeah.\n\nChannel 1: looking because then and we space it out based on the requirement from a medical practitioner. You know, I'm not\n\nChannel 0: Yeah.\n\nChannel 1: a doctor. So we do take a lot of the guidance from the doctor. So just a little bit more information around that treatment time frames and review time frames. But I'll get one sent out to you, this arvo. Are you is your email the email that's on file?\n\nChannel 0: And so that that's perfect. I can get\n\nChannel 1: Info?\n\nChannel 0: it from\n\nChannel 1: Okay.\n\nChannel 0: there.\n\nChannel 1: Cool. Let me\n\nChannel 0: Yeah.\n\nChannel 1: just do it while I wait on the phone otherwise.\n\nChannel 0: Yeah.\n\nChannel 1: I\n\nChannel 0: Because\n\nChannel 1: might\n\nChannel 0: I\n\nChannel 1: forget\n\nChannel 0: Janine\n\nChannel 1: it.\n\nChannel 0: did say that the doctor has basically said, like, she'll be in treatment for twelve months, but I will get him to write that.\n\nChannel 1: Yeah. Just something about treatment time frames and stuff like that. And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point? Because sometimes they can, like, be tapered off or change or something, and\n\nChannel 0: Yes.\n\nChannel 1: sometimes symptoms also change. You you they might get they they might get used to it. They might even just start feeling worse. You know what I mean? Like, it is we just need to have an understanding of what that looks like.\n\nPlease. See. Attach. And I'm sending it to info. Yeah.\n\nPlease see attached as discussed. I'm not gonna go war and peace on the email. And where is the form?\n\nChannel 0: Yeah. No. Just attach things. I'm\n\nChannel 1: Please\n\nChannel 0: basic.\n\nChannel 1: see that. Please see that.\n\nChannel 0: Yeah. Per discussion. They're my favorite\n\nChannel 1: Yes.\n\nChannel 0: emails.\n\nChannel 1: I know. Sometimes I have to really fill them out. Is it this one? Outbound attachment ongoing customer yes. That one.\n\nLet me see a look for a second just to make sure it's right. And it'll be the same forms as well. So even if she just keeps a blank copy\n\nChannel 0: Yeah. I mean, if I\n\nChannel 1: Yeah.\n\nChannel 0: keep a blank copy, that's fine. It's just this is my first\n\nChannel 1: Yeah.\n\nChannel 0: claim with you guys at this license anyway.\n\nChannel 1: Alright. Yeah.\n\nChannel 0: Yep.\n\nChannel 1: Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for\n\nChannel 0: Cool.\n\nChannel 1: all claims, for all income protections.\n\nChannel 0: Yep.\n\nChannel 1: With the ongoing treating state ongoing\n\nChannel 0: Yes.\n\nChannel 1: claim form, we generally like to do them at\n\nChannel 0: The\n\nChannel 1: the same time as the doctor statement.\n\nChannel 0: client's\n\nChannel 1: However, if the\n\nChannel 0: one.\n\nChannel 1: life insurer has been saying that they've been getting\n\nChannel 0: Yeah.\n\nChannel 1: better and that the goal is for them to get better, then we would suggest them a little bit more frequency, especially if their symptoms and stuff are changing. But it can also just be a quick phone call\n\nChannel 0: Yes. Yeah.\n\nChannel 1: as opposed to a form. But some people prefer forms, some people prefer calling. You know? I I find that, like, older people like to call. Younger people like to fill out a form\n\nChannel 0: Yeah.\n\nChannel 1: slash in an\n\nChannel 0: We\n\nChannel 1: email. You\n\nChannel 0: we\n\nChannel 1: know\n\nChannel 0: love\n\nChannel 1: what\n\nChannel 0: a\n\nChannel 1: I\n\nChannel 0: good\n\nChannel 1: mean?\n\nChannel 0: email.\n\nChannel 1: Like, I love a good email too. So yeah. So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames. But the the the ongoing the the claim form, that's generally if, like, if there's any changes for the client, whether they deteriorate or get better. You know, if there's any\n\nChannel 0: Mhmm.\n\nChannel 1: changes in circumstances, that's generally when we like to get it. So we kinda like touch base as often as possible just in case there are any changes. And then sometimes, like, especially if they're deteriorating, then we're like, oh, we might bring the doctor statement forward because, obviously, something's happening, and we probably would need to know about it so that we can make sure that we've got a correct plan on in place on the claim. That's all.\n\nChannel 0: Cool. Alright. Well, I'll go to\n\nChannel 1: And\n\nChannel 0: Janine.\n\nChannel 1: did you\n\nChannel 0: Have\n\nChannel 1: get\n\nChannel 0: a have\n\nChannel 1: the\n\nChannel 0: a\n\nChannel 1: email?\n\nChannel 0: good chat. I sure did. It's already here, and I'm already looking at it.\n\nChannel 1: Cool. I'll let Victoria know if she's gone for the day, but I'll have a chat with her tomorrow.\n\nChannel 0: Yeah. No. That'd be amazing. Perfect. Thank you so much, my love.\n\nAnd I'm so sorry I didn't actually catch your name.\n\nChannel 1: Yes.\n\nChannel 0: Jess. Thank you, Jess. I appreciate you.\n\nChannel 1: No worries. You have a blessed day.\n\nChannel 0: Oh, you too, my love.\n\nChannel 1: Bye.\n\nChannel 0: Bye.","paragraphs":[{"sentences":[{"text":"Thank you for calling.","start":1.12,"end":2.34,"sentiment":"neutral","sentiment_score":0.1920105442404747},{"text":"Please be advised that Victoria Blower is currently unavailable.","start":2.8,"end":6.74,"sentiment":"negative","sentiment_score":-0.39493192235628766}],"sentiment":"neutral","sentiment_score":-0.2143342403265146,"channel":1,"num_words":13,"start":1.12,"end":6.74},{"sentences":[{"text":"Damn it.","start":6.8799996,"end":7.62,"sentiment":"negative","sentiment_score":-0.4981386363506317}],"sentiment":"negative","sentiment_score":-0.4981386363506317,"channel":0,"num_words":2,"start":6.8799996,"end":7.62},{"sentences":[{"text":"Please hold the line, and your call will be transferred to the next available team member.","start":7.52,"end":11.62,"sentiment":"neutral","sentiment_score":-0.2603470580652356},{"text":"Please note, your call may be recorded for quality and training purposes.","start":13.775,"end":17.475,"sentiment":"neutral","sentiment_score":-0.15075051970779896},{"text":"All of our consultants are currently busy attending to calls.","start":26.175,"end":29.28,"sentiment":"neutral","sentiment_score":-0.2701448619365692},{"text":"Please hold the line, and someone will be with you shortly.","start":29.76,"end":32.42,"sentiment":"neutral","sentiment_score":-0.11519590968435461},{"text":"Good afternoon.","start":34.72,"end":35.36,"sentiment":"neutral","sentiment_score":0.18941468000411987}],"sentiment":"neutral","sentiment_score":-0.1875359496357394,"channel":1,"num_words":51,"start":7.52,"end":35.36},{"sentences":[{"text":"Welcome to claims.","start":35.36,"end":36.24,"sentiment":"neutral","sentiment_score":0.2045014500617981},{"text":"How can I help?","start":36.24,"end":37.22,"sentiment":"neutral","sentiment_score":0.24886876717209816}],"sentiment":"neutral","sentiment_score":0.22985420269625528,"channel":1,"num_words":7,"start":35.36,"end":37.22},{"sentences":[{"text":"Hi.","start":37.579998,"end":37.98,"sentiment":"neutral","sentiment_score":0.1847369521856308},{"text":"My name is Larissa from Oakview Financial.","start":37.98,"end":39.5,"sentiment":"neutral","sentiment_score":0.23427418087209975},{"text":"How are you going?","start":39.5,"end":40.32,"sentiment":"neutral","sentiment_score":0.28588054329156876}],"sentiment":"neutral","sentiment_score":0.24734819928805032,"channel":0,"num_words":12,"start":37.579998,"end":40.32},{"sentences":[{"text":"I'm good.","start":40.4,"end":41.04,"sentiment":"positive","sentiment_score":0.45248860120773315},{"text":"Thank you.","start":41.04,"end":41.440002,"sentiment":"positive","sentiment_score":0.5275278985500336},{"text":"How are you?","start":41.440002,"end":42.260002,"sentiment":"neutral","sentiment_score":0.316341092189153}],"sentiment":"positive","sentiment_score":0.4155794680118561,"channel":1,"num_words":7,"start":40.4,"end":42.260002},{"sentences":[{"text":"Good.","start":42.595,"end":42.915,"sentiment":"neutral","sentiment_score":0.30099427700042725},{"text":"Thanks.","start":42.915,"end":43.395,"sentiment":"positive","sentiment_score":0.3785223364830017},{"text":"I'm just calling with regards to current claim.","start":43.395,"end":45.954998,"sentiment":"neutral","sentiment_score":0.09722468443214893},{"text":"It's C20253","start":45.954998,"end":49.075,"sentiment":"neutral","sentiment_score":0.043096745386719704}],"sentiment":"neutral","sentiment_score":0.12862563164283833,"channel":0,"num_words":12,"start":42.595,"end":49.075},{"sentences":[{"text":"Mhmm.","start":48.894997,"end":49.394997,"sentiment":"neutral","sentiment_score":0.03287603706121445}],"sentiment":"neutral","sentiment_score":0.03287603706121445,"channel":1,"num_words":1,"start":48.894997,"end":49.394997},{"sentences":[{"text":"19182.","start":49.075,"end":50.695,"sentiment":"neutral","sentiment_score":0.02209753543138504}],"sentiment":"neutral","sentiment_score":0.02209753543138504,"channel":0,"num_words":1,"start":49.075,"end":50.695},{"sentences":[{"text":"Great.","start":56.48,"end":56.879997,"sentiment":"neutral","sentiment_score":0.2643406391143799},{"text":"And who's that for?","start":56.879997,"end":58.26,"sentiment":"neutral","sentiment_score":0.09630790539085865}],"sentiment":"neutral","sentiment_score":0.1299144521355629,"channel":1,"num_words":5,"start":56.48,"end":58.26},{"sentences":[{"text":"That is for Janine Rockliffe.","start":59.03,"end":61.129997,"sentiment":"neutral","sentiment_score":0.06739770732820034}],"sentiment":"neutral","sentiment_score":0.06739770732820034,"channel":0,"num_words":5,"start":59.03,"end":61.129997},{"sentences":[{"text":"Thank you.","start":62.879997,"end":63.78,"sentiment":"neutral","sentiment_score":0.2818538174033165},{"text":"And just the adviser code?","start":63.92,"end":65.939995,"sentiment":"neutral","sentiment_score":0.04519866593182087}],"sentiment":"neutral","sentiment_score":0.11281442349510533,"channel":1,"num_words":7,"start":62.879997,"end":65.939995},{"sentences":[{"text":"I should know this off the top of my head.","start":69.59,"end":71.11,"sentiment":"neutral","sentiment_score":-0.1012468732893467},{"text":"Why do I never know this off the top of my head?","start":71.11,"end":73.125,"sentiment":"neutral","sentiment_score":-0.14674661184350649},{"text":"It's 4Triple 4006650.","start":74.085,"end":77.385,"sentiment":"neutral","sentiment_score":-0.0047156307846307755}],"sentiment":"neutral","sentiment_score":-0.11150299869477749,"channel":0,"num_words":25,"start":69.59,"end":77.385},{"sentences":[{"text":"Should be a four digit code.","start":78.335,"end":80.035,"sentiment":"neutral","sentiment_score":-0.000993702405442794},{"text":"Then there's a numbers.","start":80.175,"end":81.155,"sentiment":"neutral","sentiment_score":-0.019334143493324518}],"sentiment":"neutral","sentiment_score":-0.008329878840595484,"channel":1,"num_words":10,"start":78.335,"end":81.155},{"sentences":[{"text":"YE.","start":84.885,"end":86.025,"sentiment":"neutral","sentiment_score":-0.03262430056929588},{"text":"No.","start":88.9,"end":89.22,"sentiment":"neutral","sentiment_score":-0.17599117755889893},{"text":"Can't remember it.","start":89.22,"end":89.94,"sentiment":"neutral","sentiment_score":-0.19030897816022238},{"text":"Can you do the security out of the way?","start":89.94,"end":92.12,"sentiment":"neutral","sentiment_score":-0.08253524700800578}],"sentiment":"neutral","sentiment_score":-0.10873997397720814,"channel":0,"num_words":14,"start":84.885,"end":92.12},{"sentences":[{"text":"Yep.","start":93.22,"end":93.54,"sentiment":"neutral","sentiment_score":-0.01320219784975052},{"text":"Okay.","start":93.54,"end":93.86,"sentiment":"neutral","sentiment_score":-0.02325560338795185},{"text":"I just","start":93.86,"end":94.18,"sentiment":"neutral","sentiment_score":-0.0487050898373127}],"sentiment":"neutral","sentiment_score":-0.03346699522808194,"channel":1,"num_words":4,"start":93.22,"end":94.18},{"sentences":[{"text":"Blinking.","start":93.94,"end":94.44,"sentiment":"neutral","sentiment_score":-0.0547616071999073}],"sentiment":"neutral","sentiment_score":-0.0547616071999073,"channel":0,"num_words":1,"start":93.94,"end":94.44},{"sentences":[{"text":"need the life insured's full date of birth and address, please.","start":94.18,"end":97.32,"sentiment":"neutral","sentiment_score":-0.019197364422408016}],"sentiment":"neutral","sentiment_score":-0.019197364422408016,"channel":1,"num_words":11,"start":94.18,"end":97.32},{"sentences":[{"text":"Yeah.","start":97.700005,"end":98.100006,"sentiment":"neutral","sentiment_score":0.010762132704257963},{"text":"Janine Rockliffe, 95 Climax Court, Witherin, Queensland 4275.","start":98.100006,"end":104.415,"sentiment":"neutral","sentiment_score":0.018533046008087695}],"sentiment":"neutral","sentiment_score":0.01766961119655106,"channel":0,"num_words":9,"start":97.700005,"end":104.415},{"sentences":[{"text":"Yeah.","start":104.625,"end":104.865,"sentiment":"neutral","sentiment_score":0.01827446185052395},{"text":"And just the date of birth.","start":104.865,"end":106.165,"sentiment":"neutral","sentiment_score":0.010181953043987354}],"sentiment":"neutral","sentiment_score":0.01133802573063544,"channel":1,"num_words":7,"start":104.625,"end":106.165},{"sentences":[{"text":"03/10/1977.","start":106.635,"end":108.015,"sentiment":"neutral","sentiment_score":0.011958698742091656}],"sentiment":"neutral","sentiment_score":0.011958698742091656,"channel":0,"num_words":1,"start":106.635,"end":108.015},{"sentences":[{"text":"Great.","start":108.545,"end":108.865,"sentiment":"neutral","sentiment_score":0.24876409769058228},{"text":"And then just where you're calling from and the postal address for your business.","start":108.865,"end":112.165,"sentiment":"neutral","sentiment_score":0.07341769337654114}],"sentiment":"neutral","sentiment_score":0.08510745366414388,"channel":1,"num_words":15,"start":108.545,"end":112.165},{"sentences":[{"text":"Yep.","start":112.955,"end":113.275,"sentiment":"neutral","sentiment_score":-0.007009162567555904},{"text":"Okey Financial.","start":113.275,"end":114.33501,"sentiment":"neutral","sentiment_score":-0.06546729803085327},{"text":"Postal is sorry.","start":116.38,"end":119.759995,"sentiment":"neutral","sentiment_score":-0.28068936864535016},{"text":"They're having a party in the background.","start":119.82,"end":121.439995,"sentiment":"negative","sentiment_score":-0.34136471152305603}],"sentiment":"neutral","sentiment_score":-0.2591972957866696,"channel":0,"num_words":13,"start":112.955,"end":121.439995},{"sentences":[{"text":"How 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tomorrow.","start":885.57,"end":888.79,"sentiment":"neutral","sentiment_score":0.03770927546752824}],"sentiment":"neutral","sentiment_score":0.03712856946022887,"channel":1,"num_words":19,"start":885.065,"end":888.79},{"sentences":[{"text":"Yeah.","start":889.16003,"end":889.48004,"sentiment":"neutral","sentiment_score":0.09364458173513412},{"text":"No.","start":889.48004,"end":889.64,"sentiment":"neutral","sentiment_score":-0.06011905521154404},{"text":"That'd be amazing.","start":889.64,"end":890.36005,"sentiment":"positive","sentiment_score":0.4647589822610219},{"text":"Perfect.","start":890.36005,"end":890.68005,"sentiment":"positive","sentiment_score":0.7605964541435242},{"text":"Thank you so much, my love.","start":890.68005,"end":891.56006,"sentiment":"positive","sentiment_score":0.7975228726863861}],"sentiment":"positive","sentiment_score":0.5811280136307081,"channel":0,"num_words":12,"start":889.16003,"end":891.56006},{"sentences":[{"text":"And I'm so sorry I didn't actually catch your name.","start":891.56006,"end":893.5,"sentiment":"neutral","sentiment_score":-0.02069103866815567}],"sentiment":"neutral","sentiment_score":-0.02069103866815567,"channel":0,"num_words":10,"start":891.56006,"end":893.5},{"sentences":[{"text":"Yes.","start":893.73,"end":894.23,"sentiment":"neutral","sentiment_score":0.14675672352313995}],"sentiment":"neutral","sentiment_score":0.14675672352313995,"channel":1,"num_words":1,"start":893.73,"end":894.23},{"sentences":[{"text":"Jess.","start":894.835,"end":895.075,"sentiment":"neutral","sentiment_score":0.27325165271759033},{"text":"Thank you, Jess.","start":895.075,"end":895.79504,"sentiment":"positive","sentiment_score":0.6825597087542216},{"text":"I appreciate you.","start":895.79504,"end":896.85504,"sentiment":"positive","sentiment_score":0.685726006825765}],"sentiment":"positive","sentiment_score":0.6254441142082214,"channel":0,"num_words":7,"start":894.835,"end":896.85504},{"sentences":[{"text":"No worries.","start":897.0049,"end":897.56494,"sentiment":"positive","sentiment_score":0.39042970538139343},{"text":"You have a blessed day.","start":897.56494,"end":898.62494,"sentiment":"positive","sentiment_score":0.6879642128944397}],"sentiment":"positive","sentiment_score":0.6029543536049979,"channel":1,"num_words":7,"start":897.0049,"end":898.62494},{"sentences":[{"text":"Oh, you too, my love.","start":898.755,"end":900.135,"sentiment":"positive","sentiment_score":0.4929947555065155}],"sentiment":"positive","sentiment_score":0.4929947555065155,"channel":0,"num_words":5,"start":898.755,"end":900.135},{"sentences":[{"text":"Bye.","start":900.4449,"end":900.9449,"sentiment":"neutral","sentiment_score":0.2757781147956848}],"sentiment":"neutral","sentiment_score":0.2757781147956848,"channel":1,"num_words":1,"start":900.4449,"end":900.9449},{"sentences":[{"text":"Bye.","start":900.515,"end":901.015,"sentiment":"neutral","sentiment_score":-0.09763078391551971}],"sentiment":"neutral","sentiment_score":-0.09763078391551971,"channel":0,"num_words":1,"start":900.515,"end":901.015}]},"summary":{"result":"success","short":"A customer calls a claims representative to inquire about a claim for a specific person. The representative asks for personal information and explains the process for the claim, including a completed doctor's statement and an ongoing treatment form. The customer expresses disappointment with the statement and the representative apologizes for poor quality. The agent explains that the doctor needs to fill out the form and provide medical advice, and provides a copy of the form. The speaker emphasizes the importance of understanding doctor recommendations for treatment changes and recovery time frames, and mentions a follow-up call with a doctor. The customer is advised to attach the doctor's appointment information to their email."},"intents":{"segments":[{"text":"And To then be if you I if you should if have you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it. credit recovery.","start_word":662,"end_word":703,"intents":[{"intent":"Request response","confidence_score":0.11966822}]},{"text":"But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form? Just Yeah.","start_word":704,"end_word":724,"intents":[{"intent":"Inquire about treatment form requirements","confidence_score":0.12160268}]},{"text":"So I'm looking at the the doctor's statement from April 30, Yep.","start_word":753,"end_word":764,"intents":[{"intent":"Ask about doctor's statement","confidence_score":0.15424314},{"intent":"Understand physician's statement and treatment schedule","confidence_score":1.17656306e-7},{"intent":"Arrange doctor's statement","confidence_score":0.000063390165},{"intent":"Confirm doctor's statement","confidence_score":0.026231913},{"intent":"Determine doctor's statement","confidence_score":0.0007538164},{"intent":"Inquire about doctor's statement","confidence_score":0.006516574}]},{"text":"So I'm looking at the the doctor's statement from April 30, Yep. and to be honest, it's pretty poor in my opinion. The doctor's statement as a whole? Yeah.","start_word":753,"end_word":781,"intents":[{"intent":"Express confusion about doctor's statement","confidence_score":0.0008979384}]},{"text":"That's all great.","start_word":828,"end_word":830,"intents":[{"intent":"Express gratitude","confidence_score":0.06272033}]},{"text":"So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that. So Yep.","start_word":845,"end_word":869,"intents":[{"intent":"Inquire about next review date","confidence_score":0.083422005},{"intent":"Determine next review date","confidence_score":0.005507646}]},{"text":"fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery When time frame to when look like, their next or assessment's even gonna be? yeah.","start_word":888,"end_word":928,"intents":[{"intent":"Ask about treatment timeline","confidence_score":0.00009463972},{"intent":"Suggest removal of support","confidence_score":1.562026e-8}]},{"text":"Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews. That's essentially Yes.","start_word":930,"end_word":956,"intents":[{"intent":"Schedule medical exam","confidence_score":0.00029981817},{"intent":"Obtain medical information from the doctor","confidence_score":0.006776161}]},{"text":"Can you send I can me the form, please? yeah.","start_word":1230,"end_word":1239,"intents":[{"intent":"Send a form for treating statement","confidence_score":0.0006113358}]},{"text":"I the can the send client's you a copy happy to of the form. yeah.","start_word":1244,"end_word":1258,"intents":[{"intent":"Get update on form","confidence_score":0.00003122451},{"intent":"Do not receive form","confidence_score":0.0000031407676}]},{"text":"I'll let Victoria know as well because it looks like there was an error because I Yeah. can see that the letter did say that it was needed, but it wasn't enclosed. I can see that.","start_word":1330,"end_word":1365,"intents":[{"intent":"Confirm error","confidence_score":0.0097417645}]},{"text":"The main thing is is that sometimes sometimes doctors are great, and they give us so much information. It's brilliant.","start_word":1408,"end_word":1427,"intents":[{"intent":"Express gratitude","confidence_score":0.03356286}]},{"text":"The main thing is is that sometimes sometimes doctors are great, and they give us so much information. It's brilliant. You know what I mean? Yeah.","start_word":1408,"end_word":1433,"intents":[{"intent":"Seek clarification","confidence_score":0.01029546}]},{"text":"I was talking to Janine, and Janine said she'll have no issues getting the form completed. Like, he costs a $180 to do it, but it's no problem for him to do it.","start_word":1444,"end_word":1476,"intents":[{"intent":"Complete form","confidence_score":0.016179243}]},{"text":"I've I have requested oh, I a know. report. I've Yeah. requested a report for two questions. One of them was a yes or no question, and I literally got a bill for $4. And Good.","start_word":1498,"end_word":1533,"intents":[{"intent":"Request report","confidence_score":0.37372634}]},{"text":"See if she can get so the the main thing, have a conversation just about treatment time frame.","start_word":1554,"end_word":1571,"intents":[{"intent":"Request treatment time frame","confidence_score":0.0055151316}]},{"text":"review.","start_word":1615,"end_word":1615,"intents":[{"intent":"Review treatment changes","confidence_score":0.04032988}]},{"text":"Are you is your email the email that's on file?","start_word":1915,"end_word":1924,"intents":[{"intent":"Get email","confidence_score":0.00053555245}]},{"text":"Just something about treatment time frames and stuff like that. And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point?","start_word":1985,"end_word":2020,"intents":[{"intent":"Update treatment time frames and change","confidence_score":0.00059352355}]},{"text":"Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for Cool.","start_word":2211,"end_word":2235,"intents":[{"intent":"Align with dr.","confidence_score":0.0047560805}]},{"text":"all claims, for all income protections. Yep.","start_word":2237,"end_word":2243,"intents":[{"intent":"Discuss claim status","confidence_score":0.0067613176},{"intent":"Inform about claim status","confidence_score":0.0054294984}]},{"text":"claim form, we generally like to do them at The the same time as the doctor statement.","start_word":2250,"end_word":2266,"intents":[{"intent":"Inform about claim form","confidence_score":0.028458163}]},{"text":"But it can also just be a quick phone call Yes. Yeah.","start_word":2311,"end_word":2322,"intents":[{"intent":"Suggest frequency of phone call","confidence_score":0.002596646}]},{"text":"But some people prefer forms, some people prefer calling. You know?","start_word":2328,"end_word":2338,"intents":[{"intent":"Highlight phone number preference","confidence_score":0.0000024569508},{"intent":"Express preference for form","confidence_score":0.005317204}]},{"text":"You we know love what a I good mean? email. Like, I love a good email too. So yeah.","start_word":2363,"end_word":2381,"intents":[{"intent":"Explain email preference","confidence_score":0.017224886},{"intent":"Acknowledge email request","confidence_score":0.00028643306},{"intent":"Request email","confidence_score":0.02890679}]},{"text":"So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames.","start_word":2382,"end_word":2406,"intents":[{"intent":"State doctor's recommendation","confidence_score":0.00018213295},{"intent":"Discuss plan for recovery time frames","confidence_score":0.0000088710985}]},{"text":"Alright. Well, I'll go to And Janine. did you Have get a have the a email? good chat. I sure did. It's already here, and I'm already looking at it. Cool.","start_word":2520,"end_word":2550,"intents":[{"intent":"Confirm understanding","confidence_score":0.0133351395}]}]},"sentiments":{"segments":[{"text":"Thank you for calling.","start_word":0,"end_word":3,"sentiment":"neutral","sentiment_score":0.193482905626297},{"text":"Please be advised that Victoria Blower is currently unavailable. Damn it.","start_word":4,"end_word":14,"sentiment":"negative","sentiment_score":-0.4291992485523224},{"text":"Please hold the line, and your call will be transferred to the next available team member. Please note, your call may be recorded for quality and training purposes. All of our consultants are currently busy attending to calls. Please hold the line, and someone will be with you shortly. Good afternoon. Welcome to claims. How can I help? Hi. My name is Larissa from Oakview Financial. How are you going?","start_word":15,"end_word":84,"sentiment":"neutral","sentiment_score":-0.05353312939405441},{"text":"I'm good. Thank you.","start_word":85,"end_word":88,"sentiment":"positive","sentiment_score":0.4798352718353271},{"text":"How are you? Good.","start_word":89,"end_word":92,"sentiment":"neutral","sentiment_score":0.31314706802368164},{"text":"Thanks.","start_word":93,"end_word":93,"sentiment":"positive","sentiment_score":0.3785223364830017},{"text":"I'm just calling with regards to current claim. It's C20253 Mhmm. 19182. Great. And who's that for? That is for Janine Rockliffe. Thank you. And just the adviser code? I should know this off the top of my head. Why do I never know this off the top of my head? It's 4Triple 4006650. Should be a four digit code. Then there's a numbers. YE. No. Can't remember it. Can you do the security out of the way? Yep. Okay. I Blinking. just need the life insured's full date of birth and address, please. Yeah. Janine Rockliffe, 95 Climax Court, Witherin, Queensland 4275. Yeah. And just the date of birth. 03/10/1977. Great. And then just where you're calling from and the postal address for your business. Yep. Okey Financial. Postal is sorry.","start_word":94,"end_word":225,"sentiment":"neutral","sentiment_score":-0.004559127148240805},{"text":"They're having a party in the background.","start_word":226,"end_word":232,"sentiment":"negative","sentiment_score":-0.35104140639305115},{"text":"How rude. I know. Postal is 10411 Southport, BC, Queensland 4215.","start_word":233,"end_word":243,"sentiment":"neutral","sentiment_score":-0.0833076685667038},{"text":"Brilliant.","start_word":244,"end_word":244,"sentiment":"positive","sentiment_score":0.3739167451858521},{"text":"Thank you. And how can I help? What is the adviser code? It is YESomething something, isn't it? I'm not Yeah. stupid. So there's there's two. There's a one pass one and a a Zurich one. But, realistically, you only need a Zurich one now for both one pass and Zurich claims, and it's Y85. 85. Duh. Yep. Christ. It's been a whole day. Anyway, what I was Victoria. So I this this client has an ongoing claim for IP. Mhmm. And back in July, we sent through the required documents that were sent to the client for the outstanding claim. All the documents that were provided to the client were filled out and were provided back for the claim. While the email said an ongoing treating doctor statement, nothing was attached. When we sent back the forms, we sent back everything that was attached to be filled out by the client. There was no ongoing doctor's claim form to be filled out, and we did ask, is this everything? Is there anything outstanding?","start_word":245,"end_word":418,"sentiment":"neutral","sentiment_score":-0.0829043575915797},{"text":"Nothing was provided as a further outstanding. The client now hasn't had the payment paid to her, and we've now received an email this morning or today, not too long ago, advising that there is still the ongoing treating doctor statement outstanding.","start_word":419,"end_word":460,"sentiment":"negative","sentiment_score":-0.3898802101612091},{"text":"Right. Okay. Let's have a look. What's this? We paid it to the June 18. Okay. June 18. And then nothing came in on the July 18, so nearly a month ago. And then the requirement was for like, in in the original email, everything had to be provided by the end of July. So, theoretically, July's payment still should have gone through because the requirement wasn't until the end of July to be provided. Yep. But, again, there was no there was no enclosed, like, treating doctor statement to be completed by the doctor. Okay. Diagnosed on that date. So transfer of place. Three times when they've been spring policy up to date. Where's the medical? I just I when it's not my planks, I don't know. I Like, know. you know what I mean? I Like, no. I've I got I get it. you You gotta you jump look halfway through it through. all. Yep. And you're like, oh, no. What am I doing? Sorry. So sorry.","start_word":461,"end_word":629,"sentiment":"neutral","sentiment_score":-0.1267672478270954},{"text":"It's taking me a while.","start_word":630,"end_word":634,"sentiment":"negative","sentiment_score":-0.33901897072792053},{"text":"I was gonna, like, No. look through Babe, the don't. You're okay. the document. Okay. Here we go. OTDS. April. April. Just a moment. Not my example. And To then be if you I if you should if have you can if you can answer for me because I have I have emailed Victoria to ask before, and I haven't had a response in regards to it. credit recovery. But how often the requirements are gonna be that the client needs to do the ongoing doctor's treatment form? Just Yeah. so that way the expectation can be set. I've asked it a couple of times.","start_word":635,"end_word":739,"sentiment":"neutral","sentiment_score":-0.09171339124441148},{"text":"I still haven't had an answer.","start_word":740,"end_word":745,"sentiment":"negative","sentiment_score":-0.35747408866882324},{"text":"Because it actually depends on the doctor. So I'm looking at the the doctor's statement from April 30, Yep.","start_word":746,"end_word":764,"sentiment":"neutral","sentiment_score":-0.24736705422401428},{"text":"and to be honest, it's pretty poor in my opinion. The doctor's statement as a whole?","start_word":765,"end_word":780,"sentiment":"negative","sentiment_score":-0.6141414642333984},{"text":"Yeah. The Yes. doctor's statement yeah. What they filled out. So he's, you know oh, sorry. The doctor has put in, you know, their last for exam on the April 23. The diagnosis is stage, you know, breast cancer. There's no change. Subjective subjective symptoms of fatigue. That's all great. But then in the return to work and everything and there's no, like, date.","start_word":781,"end_word":844,"sentiment":"neutral","sentiment_score":-0.2137628048658371},{"text":"So they've not put any, like, you know, next review date to be on this date or next, you know, nothing like that.","start_word":845,"end_word":867,"sentiment":"negative","sentiment_score":-0.3911307454109192},{"text":"So Yep. what happens is is that we're guided by medical advice. So on the April 30, the doctors Yeah. fill this out so they can't work, but they're not said how long they can't work for, when they can return to work, or what recovery When time frame to when look like, their next or assessment's even gonna be? yeah. Or when the next review is gonna be because, essentially, the our our request for medical information should be in line with their reviews. That's essentially Yes. what should happen. But we need the doctor to tell us when those reviews are happening. Otherwise, we're kind of in the dark. Like, the, Yeah. like, the doctor's not really so much out, and, honestly, it happens a lot. Oh, So absolutely. we just need we need something from the doctor. They just said TBC TBC Yes. on when do you think they'll be able to return to work, which is fine. Like, they don't have to know, but, like, Yep. they should know, you know, like, at the moment they can't work. We'll be reviewing, like, this I mean, We're surely, we're we're she's meeting each month. We're meeting each surely, quarter. We're she's meeting getting, each. you know, like, reviewed about, Yep. you know, amounts and stuff for their chemo and radiation and all that Absolutely. kind of stuff. And, generally, She's got there's immunotherapy on yeah. Generally, they also have, like, a time frame of how long they're gonna get it for yeah. before it's, like, you know, called in like, before they might change or they might stop and see how it goes and retest. We've got the back Yep. for scans and stuff. So to be honest, we've received nothing. Cool. Like, the like, the the medical information from the doctor, that one from Thank the thirtieth that you guys sent through, it's just got no dates, no nothing about reviews, treatment time frames, and stuff, or or possible return you. to work dates. And we need one of the three at least. So Cool. I Yep. would say that we do need an ongoing doctor's treating statement. Can you send I can me the form, please? yeah. Yeah. Because Yeah. I the can the send client's you a copy happy to of the form. yeah. The client's happy to fill it out, but it wasn't attached to the last one. And both her and I was Yeah. like, look. Just fill out what's it being attached. I'll go back to Victoria and ask. So Yeah. Janine No. filled That's it out. fine. I I sent can it get through and and I was can like, get hey. another There was one no doctor's sent note. out. Cool. I'll let Victoria know as well because it looks like there was an error because I Yeah. can see that the letter did say that it was needed, but it wasn't enclosed. I can see that. So I can see that the only attachment was the OPL ongoing customer claim form and not as well as Yes. the OTDS, the ongoing treatment of the statement. Yeah. But, yeah, like, have that conversation with your your the life insured. The main thing is is that sometimes sometimes doctors are great, and they give us so much information.","start_word":868,"end_word":1425,"sentiment":"neutral","sentiment_score":-0.04092362156558421},{"text":"It's brilliant.","start_word":1426,"end_word":1427,"sentiment":"positive","sentiment_score":0.5688077211380005},{"text":"You know what I mean? Yeah.","start_word":1428,"end_word":1433,"sentiment":"neutral","sentiment_score":0.16023531556129456},{"text":"Sometimes they Oh, they're they're do horrific. their minimum.","start_word":1434,"end_word":1442,"sentiment":"negative","sentiment_score":-0.37926042079925537},{"text":"Yeah. I was talking to Janine, and Janine said she'll have no issues getting the form completed. Like, he costs a $180 to do it, but it's no problem for him to do it. She's like, I just need to know when to do That's it. actually So I'll go and also that's actually cheap. I've I have requested oh, I a know. report. I've Yeah. requested a report for two questions. One of them was a yes or no question, and I literally got a bill for $4. And Good. I was like, whatever. I needed it. But, like, honestly, these doctors sometimes just take the Mickey. But yeah. Look. See if she can get so the the main thing, have a conversation just about treatment time frame. So it like, whilst she's getting chemo I know she's probably going back every week, so we don't need, obviously, weekly updates. But the doctor should know when there's going to be a change When that's when that's a a in major treatment. review. Yeah. Yeah. Like, when there's gonna be a change or some like, something in treatment because that's gonna be the next like, obviously, like, the chemo was giving her symptoms, right, like the fatigue Yeah. and all that kind of stuff. So that's the treatment that's doing that. So when's the next review of what the if if the treatment's gonna Yeah. change or Because, stop or generally, it's or I've or you're are they scheduled gonna in get for x x rounds of chemo, can x rounds of of exactly. radiation, of immunotherapy. We will review that after this, which is roughly this day. Yeah. Because and normally Cool. with cancer, you know, it's getting more scans done. So they do the radiation and chemo, and then they do the scans to see if, like, there have been any actual changes, and then they review what that that treatment's gonna look like going forward if there hasn't been any change. You know, they might change to a different drug or a different whatever, which might also result in different symptoms. You know what Yeah. I mean? Absolutely. So that is just literally, that's the kind of stuff that's missing. And that's the kind of stuff that we wanna know about because then we can make a plan as well. So what our goal is Yeah. is are we looking at a long term claim? Are we Yeah. looking because then and we space it out based on the requirement from a medical practitioner. You know, I'm not Yeah. a doctor. So we do take a lot of the guidance from the doctor. So just a little bit more information around that treatment time frames and review time frames. But I'll get one sent out to you, this arvo. Are you is your email the email that's on file?","start_word":1443,"end_word":1924,"sentiment":"neutral","sentiment_score":-0.006366011873080832},{"text":"And so that that's perfect.","start_word":1925,"end_word":1929,"sentiment":"positive","sentiment_score":0.6508049368858337},{"text":"I can get Info? it from Okay. there. Cool. Let me Yeah. just do it while I wait on the phone otherwise. Yeah. I Because might I forget Janine it. did say that the doctor has basically said, like, she'll be in treatment for twelve months, but I will get him to write that. Yeah. Just something about treatment time frames and stuff like that. And when is the next review of treatment and or, like, changes to treatment going to occur, and should we get an update at that point? Because sometimes they can, like, be tapered off or change or something, and Yes. sometimes symptoms also change. You you they might get they they might get used to it.","start_word":1930,"end_word":2050,"sentiment":"neutral","sentiment_score":-0.0072418441995978355},{"text":"They might even just start feeling worse.","start_word":2051,"end_word":2057,"sentiment":"negative","sentiment_score":-0.3908504843711853},{"text":"You know what I mean? Like, it is we just need to have an understanding of what that looks like. Please. See. Attach. And I'm sending it to info. Yeah. Please see attached as discussed. I'm not gonna go war and peace on the email. And where is the form? Yeah. No. Just attach things. I'm Please basic. see that. Please see that. Yeah. Per discussion. They're my favorite Yes. emails. I know. Sometimes I have to really fill them out. Is it this one? Outbound attachment ongoing customer yes. That one. Let me see a look for a second just to make sure it's right. And it'll be the same forms as well. So even if she just keeps a blank copy Yeah. I mean, if I Yeah. keep a blank copy, that's fine. It's just this is my first Yeah. claim with you guys at this license anyway. Alright. Yeah. Yep. Like, for all for so for ongoing so for the doctor's one, it's we try and align it with the doctor for so for Cool. all claims, for all income protections. Yep. With the ongoing treating state ongoing Yes. claim form, we generally like to do them at The the same time as the doctor statement. client's However, if the one. life insurer has been saying that they've been getting Yeah. better and that the goal is for them to get better, then we would suggest them a little bit more frequency, especially if their symptoms and stuff are changing. But it can also just be a quick phone call Yes. Yeah. as opposed to a form. But some people prefer forms, some people prefer calling. You know? I I find that, like, older people like to call. Younger people like to fill out a form Yeah. slash in an We email.","start_word":2058,"end_word":2362,"sentiment":"neutral","sentiment_score":0.03609569312119093},{"text":"You we know love what a I good mean?","start_word":2363,"end_word":2371,"sentiment":"positive","sentiment_score":0.33338427543640137},{"text":"email.","start_word":2372,"end_word":2372,"sentiment":"neutral","sentiment_score":0.2748044729232788},{"text":"Like, I love a good email too.","start_word":2373,"end_word":2379,"sentiment":"positive","sentiment_score":0.5371751189231873},{"text":"So yeah. So ongoing is always the doctor's the one always based on the doctor's recommendations for treatment changes and stuff like that and recovery time frames. But the the the ongoing the the claim form, that's generally if, like, if there's any changes for the client, whether they deteriorate or get better. You know, if there's any Mhmm. changes in circumstances, that's generally when we like to get it. So we kinda like touch base as often as possible just in case there are any changes. And then sometimes, like, especially if they're deteriorating, then we're like, oh, we might bring the doctor statement forward because, obviously, something's happening, and we probably would need to know about it so that we can make sure that we've got a correct plan on in place on the claim. That's all.","start_word":2380,"end_word":2518,"sentiment":"neutral","sentiment_score":0.016769221052527428},{"text":"Cool.","start_word":2519,"end_word":2519,"sentiment":"positive","sentiment_score":0.3728395104408264},{"text":"Alright. Well, I'll go to And Janine. did you Have get a have the a email?","start_word":2520,"end_word":2535,"sentiment":"neutral","sentiment_score":0.1181095764040947},{"text":"good chat. I sure did. It's already here, and I'm already looking at it. Cool.","start_word":2536,"end_word":2550,"sentiment":"positive","sentiment_score":0.41480106115341187},{"text":"I'll let Victoria know if she's gone for the day, but I'll have a chat with her tomorrow. Yeah. No.","start_word":2551,"end_word":2570,"sentiment":"neutral","sentiment_score":0.03183339163661003},{"text":"That'd be amazing. Perfect. Thank you so much, my love.","start_word":2571,"end_word":2580,"sentiment":"positive","sentiment_score":0.665457010269165},{"text":"And I'm so sorry I didn't actually catch your name. Yes. Jess.","start_word":2581,"end_word":2592,"sentiment":"neutral","sentiment_score":0.05211646854877472},{"text":"Thank you, Jess. I appreciate you. No worries. You have a blessed day. Oh, you too, my love.","start_word":2593,"end_word":2610,"sentiment":"positive","sentiment_score":0.6004628539085388},{"text":"Bye. Bye.","start_word":2611,"end_word":2612,"sentiment":"neutral","sentiment_score":0.21993085741996765}],"average":{"sentiment":"neutral","sentiment_score":-0.032697418008074665}}}}