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Our phones are very Internet based, and we've just had the router turned off and on again to sort of see if that works and reset all that system. So sorry about that. Absolutely. How can I help you? Oh, yes. Yes. That's okay. Yep. Yes. Yep. Yep. Right. Yes. Right. Yep. Yes. Okay. Yeah. That's fine. Yeah. Yeah. Yeah. That was probably her biggest thing. Yeah. Yep. Okay. Yep. Yes. Yep. Okay. Yeah. Yes. Yes. Yeah. Yeah. Oh, abs absolutely. And I've been liaising with her as well because we also did do more of an internal investigation into what sorta happened with our admin process with going through the application with her as well. So we have sort of determined a couple of fall down things there that obviously wasn't communicated back and forth with the client correctly on our end of things. So I've been kind of liaising in that kind of investigation, and I've been talking to her as well. So keeping her engaged throughout the the process to make it easier on her as well. Yeah. Yes. Yes. Mhmm. Yep. Yep. Yep. Yeah. Absolutely. Absolutely. So I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis. But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can still confirm with her as to whether she wants to proceed with that or not. Is that okay? Yeah. Yep. Thank you. And will that have the cost the total premium on the of the cover as well with the 150% loading? Sorry. Yep. 2 point. Beautiful. Absolutely. Thank you so much for this, James. I'm so sorry. I sorta had to follow through to the client to make sure she was looked after. But, yeah, she it's all good. We will sort it out. We'll get there. And I really appreciate you calling me today and explaining all of that. It's really good to have that kind of background information on a lot of the checks and many reports and things. We don't obviously see a lot of that. So it's really good to have that background information from you. So thank you so much for that. You too. Beautiful. Thank you so much. Really appreciate it. Have a good day. Thanks, Dane. 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James. It's Dana from Oku Finance. So how are you today? Yeah. Sorry about that.\n\nOur phones are very Internet based, and we've just had the router turned off and on again to sort of see if that works and reset all that system. So sorry about that. Absolutely. How can I help you? Oh, yes.\n\nYes. That's okay. Yep. Yes. Yep.\n\nYep. Right. Yes. Right. Yep.\n\nYes. Okay. Yeah. That's fine. Yeah.\n\nYeah. Yeah. That was probably her biggest thing. Yeah. Yep.\n\nOkay. Yep. Yes. Yep. Okay.\n\nYeah. Yes. Yes. Yeah. Yeah.\n\nOh, abs absolutely. And I've been liaising with her as well because we also did do more of an internal investigation into what sorta happened with our admin process with going through the application with her as well. So we have sort of determined a couple of fall down things there that obviously wasn't communicated back and forth with the client correctly on our end of things. So I've been kind of liaising in that kind of investigation, and I've been talking to her as well. So keeping her engaged throughout the the process to make it easier on her as well.\n\nYeah. Yes. Yes. Mhmm. Yep.\n\nYep. Yep. Yeah. Absolutely. Absolutely.\n\nSo I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis. But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can still confirm with her as to whether she wants to proceed with that or not. Is that okay? Yeah. Yep.\n\nThank you. And will that have the cost the total premium on the of the cover as well with the 150% loading? Sorry. Yep. 2 point.\n\nBeautiful. Absolutely. Thank you so much for this, James. I'm so sorry. I sorta had to follow through to the client to make sure she was looked after.\n\nBut, yeah, she it's all good. We will sort it out. We'll get there. And I really appreciate you calling me today and explaining all of that. It's really good to have that kind of background information on a lot of the checks and many reports and things.\n\nWe don't obviously see a lot of that. So it's really good to have that background information from you. So thank you so much for that. You too. Beautiful.\n\nThank you so much. Really appreciate it. Have a good day. Thanks, Dane. 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I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis.","start":317.555,"end":323.875,"sentiment":"neutral","sentiment_score":0.017257695496082307},{"text":"But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can still confirm with her as to whether she wants to proceed with that or not.","start":323.875,"end":334.0,"sentiment":"neutral","sentiment_score":0.2645604941993952},{"text":"Is that okay?","start":334.0,"end":334.82,"sentiment":"neutral","sentiment_score":0.1306969771782557},{"text":"Yeah.","start":336.56,"end":337.06,"sentiment":"neutral","sentiment_score":0.006607594899833202},{"text":"Yep.","start":340.08,"end":340.58,"sentiment":"neutral","sentiment_score":0.2035912275314331}],"sentiment":"neutral","sentiment_score":0.16594502727634142,"num_words":70,"start":317.555,"end":340.58},{"sentences":[{"text":"Thank you.","start":342.08,"end":342.56,"sentiment":"positive","sentiment_score":0.3873465955257416},{"text":"And will that have the cost the total premium on the of the cover as well with the 150% loading?","start":342.56,"end":348.085,"sentiment":"neutral","sentiment_score":0.10161171853542328},{"text":"Sorry.","start":351.905,"end":352.405,"sentiment":"neutral","sentiment_score":-0.027086392045021057},{"text":"Yep.","start":355.025,"end":355.525,"sentiment":"neutral","sentiment_score":0.029385767877101895},{"text":"2 point.","start":358.305,"end":360.41998,"sentiment":"neutral","sentiment_score":0.02726090792566538}],"sentiment":"neutral","sentiment_score":0.11014418282474463,"num_words":26,"start":342.08,"end":360.41998},{"sentences":[{"text":"Beautiful.","start":360.41998,"end":360.91998,"sentiment":"neutral","sentiment_score":0.32559776306152344},{"text":"Absolutely.","start":363.78,"end":364.28,"sentiment":"neutral","sentiment_score":0.21471548080444336},{"text":"Thank you so much for this, James.","start":364.5,"end":365.94,"sentiment":"positive","sentiment_score":0.401811489037105},{"text":"I'm so sorry.","start":365.94,"end":366.81998,"sentiment":"neutral","sentiment_score":-0.038963801537950836},{"text":"I sorta had to follow through to the client to make sure she was looked after.","start":366.81998,"end":370.25998,"sentiment":"neutral","sentiment_score":-0.0009992243722081187}],"sentiment":"neutral","sentiment_score":0.11500409544844713,"num_words":28,"start":360.41998,"end":370.25998},{"sentences":[{"text":"But, yeah, she it's all good.","start":370.25998,"end":372.585,"sentiment":"neutral","sentiment_score":0.2682648189365864},{"text":"We will sort it out.","start":372.585,"end":373.38498,"sentiment":"positive","sentiment_score":0.3931476056575775},{"text":"We'll get there.","start":373.38498,"end":373.94498,"sentiment":"neutral","sentiment_score":0.2811915973822276},{"text":"And I really appreciate you calling me today and explaining all of that.","start":373.94498,"end":376.66498,"sentiment":"positive","sentiment_score":0.4687085243371817},{"text":"It's really good to have that kind of background information on a lot of the checks and many reports and things.","start":376.66498,"end":381.065,"sentiment":"neutral","sentiment_score":0.2638305248249145}],"sentiment":"positive","sentiment_score":0.3344281994116803,"num_words":48,"start":370.25998,"end":381.065},{"sentences":[{"text":"We don't obviously see a lot of that.","start":381.065,"end":382.905,"sentiment":"neutral","sentiment_score":0.04046585492324084},{"text":"So it's really good to have that background information from you.","start":382.905,"end":386.19,"sentiment":"neutral","sentiment_score":0.14007495445283977},{"text":"So thank you so much for that.","start":386.19,"end":387.81,"sentiment":"positive","sentiment_score":0.43701537592070444},{"text":"You 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Please note that calls may be recorded for quality and training purposes. If you do not wish for this to occur, please let us know when we answer your call. For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy. Hello. I'm in writing. James speaking. I Very well. Thank you. Very, very well. I'm talking away to Sam earlier, and she couldn't hear me. And I don't know. Just all got Good old reboot. Here we go. Buzz following your email. Yes. Today regarding sorry. I'm on the phone. One moment. Debra Debra Debigan. Now before we start, if you're not aware, I'll let you know this call is recorded, okay, just for for all purposes. Now, obviously, you've raised a formal complaint, which Emma in the new business team acknowledged. And in line with that, we've had a look at it. So what I can see has happened from the notes and speaking to the underwriter involved is that the client's waste measurement is abnormally low for the BMI. That that with I say abnormally low. It's it's lower than you'd expect for her BMI. That I'm throwing up an advanced message on the screen, which I believe has been misinterpreted. BMI at forty six plus the message plus the at slightly abnormal liver functions. He's pulled the pin on the case. Okay? I've looked into the intent behind that message and played around with the waste measurements. And what we can actually do is we can make an offer. Okay? And, obviously, I'll put all this in the email to you and the client, but it will be plus 150% extra. Okay? Now, obviously, your email there, you've got a lot of text in terms of what you want, and I'll I'll respond to that. But I did just wanna give you a buzz to say I get some things moving. With regards one point, though, with regards to the the comment around where are we, the measurement of her bust, She found this little Yeah. So what just this case and for any other, just so as you're aware, when we do a mini check, they measure inspiration and expiration. So breathe in, you breathe out. Alright? Now, arguably, it's a measure of next to nothing. Arguably, it shouldn't be in the questionnaire, but reinsurers do still use it for clients that maybe are smokers or have respiratory conditions and or have larger BMI numbers. Alright? Because it infers that the client possibly is breathing quite shallow. The normal sort of number is anywhere between three to five centimeters. So the reason that she would have had her quote unquote bust measured is is purely for that. So just bear in mind that any other case so if you see that come through, that's that's what they're doing there. Given this, obviously, I know you you cc'd the client in and raise that. I'm just it's part of the questions you've asked probably would be lost on her. I will reply and cc they're in as you as you suggest. But what I didn't want to do is sort of get involved in a you to me, her to me, me to two of you. There needs to be some sort of structure to it, if that's alright. Yep. Right. Yeah. Okay. So you you've noted that the BMI is obviously higher on the application form than it was at the stage of pre assessment? Yeah. Right. Okay. Alright. Let me leave it with me. I'll I'll send a note through. I'll reply to your questions. And then what I'll do is in that email is ask if Deborah comes through you with any specific questions. And and then we'll just take it from there one one mail at a time, I suppose, if that's alright. Yep. Yep. Absolutely. I won't reopen anything. I'll just send an email with that as an offer in there, and Tibbs will follow it if you want. Yeah. I'll try and yeah. It'll be basically 2.5. That's alright. 2.5 plan standard rate. So whatever the standard rate's premium is, just 2.5 that, but I'll play around with that and see if I can get that number into the email for you as well. What? Yep. No. No problems. Alright. Let me get this email off to you, and we'll talk later. Alright. And you. Bye bye. 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being connected to James. Please note that calls may be recorded for quality and training purposes. If you do not wish for this to occur, please let us know when we answer your call. For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy. Hello.\n\nI'm in writing. James speaking. I Very well. Thank you. Very, very well.\n\nI'm talking away to Sam earlier, and she couldn't hear me. And I don't know. Just all got Good old reboot. Here we go. Buzz following your email.\n\nYes. Today regarding sorry. I'm on the phone. One moment. Debra Debra Debigan.\n\nNow before we start, if you're not aware, I'll let you know this call is recorded, okay, just for for all purposes. Now, obviously, you've raised a formal complaint, which Emma in the new business team acknowledged. And in line with that, we've had a look at it. So what I can see has happened from the notes and speaking to the underwriter involved is that the client's waste measurement is abnormally low for the BMI. That that with I say abnormally low.\n\nIt's it's lower than you'd expect for her BMI. That I'm throwing up an advanced message on the screen, which I believe has been misinterpreted. BMI at forty six plus the message plus the at slightly abnormal liver functions. He's pulled the pin on the case. Okay?\n\nI've looked into the intent behind that message and played around with the waste measurements. And what we can actually do is we can make an offer. Okay? And, obviously, I'll put all this in the email to you and the client, but it will be plus 150% extra. Okay?\n\nNow, obviously, your email there, you've got a lot of text in terms of what you want, and I'll I'll respond to that. But I did just wanna give you a buzz to say I get some things moving. With regards one point, though, with regards to the the comment around where are we, the measurement of her bust, She found this little Yeah. So what just this case and for any other, just so as you're aware, when we do a mini check, they measure inspiration and expiration. So breathe in, you breathe out.\n\nAlright? Now, arguably, it's a measure of next to nothing. Arguably, it shouldn't be in the questionnaire, but reinsurers do still use it for clients that maybe are smokers or have respiratory conditions and or have larger BMI numbers. Alright? Because it infers that the client possibly is breathing quite shallow.\n\nThe normal sort of number is anywhere between three to five centimeters. So the reason that she would have had her quote unquote bust measured is is purely for that. So just bear in mind that any other case so if you see that come through, that's that's what they're doing there. Given this, obviously, I know you you cc'd the client in and raise that. I'm just it's part of the questions you've asked probably would be lost on her.\n\nI will reply and cc they're in as you as you suggest. But what I didn't want to do is sort of get involved in a you to me, her to me, me to two of you. There needs to be some sort of structure to it, if that's alright. Yep. Right.\n\nYeah. Okay. So you you've noted that the BMI is obviously higher on the application form than it was at the stage of pre assessment? Yeah. Right.\n\nOkay. Alright. Let me leave it with me. I'll I'll send a note through. I'll reply to your questions.\n\nAnd then what I'll do is in that email is ask if Deborah comes through you with any specific questions. And and then we'll just take it from there one one mail at a time, I suppose, if that's alright. Yep. Yep. Absolutely.\n\nI won't reopen anything. I'll just send an email with that as an offer in there, and Tibbs will follow it if you want. Yeah. I'll try and yeah. It'll be basically 2.5.\n\nThat's alright. 2.5 plan standard rate. So whatever the standard rate's premium is, just 2.5 that, but I'll play around with that and see if I can get that number into the email for you as well. What? Yep.\n\nNo. No problems. Alright. Let me get this email off to you, and we'll talk later. Alright.\n\nAnd you. Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"You're being connected to James.","start":1.52,"end":3.1399999,"sentiment":"neutral","sentiment_score":-0.007061547413468361},{"text":"Please note that calls may be recorded for quality and training purposes.","start":5.04,"end":8.66,"sentiment":"neutral","sentiment_score":-0.042870625698318086},{"text":"If you do not wish for this to occur, please let us know when we answer your call.","start":9.28,"end":13.38,"sentiment":"neutral","sentiment_score":-0.1507711410522461},{"text":"For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy.","start":14.575,"end":23.235,"sentiment":"neutral","sentiment_score":-0.04726864323019982},{"text":"Hello.","start":34.82,"end":35.3,"sentiment":"neutral","sentiment_score":0.017628420144319534}],"sentiment":"neutral","sentiment_score":-0.08084116949011451,"num_words":46,"start":1.52,"end":35.3},{"sentences":[{"text":"I'm in 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Debigan.","start":74.774994,"end":76.55499,"sentiment":"neutral","sentiment_score":0.022027666370073955}],"sentiment":"neutral","sentiment_score":0.0018881908976114714,"num_words":13,"start":65.549995,"end":76.55499},{"sentences":[{"text":"Now before we start, if you're not aware, I'll let you know this call is recorded, okay, just for for all purposes.","start":76.615,"end":82.73,"sentiment":"neutral","sentiment_score":-0.024147363083267755},{"text":"Now, obviously, you've raised a formal complaint, which Emma in the new business team acknowledged.","start":83.03001,"end":87.29,"sentiment":"neutral","sentiment_score":-0.15219614654779434},{"text":"And in line with that, we've had a look at it.","start":87.75,"end":90.310005,"sentiment":"neutral","sentiment_score":-0.10560950298200954},{"text":"So what I can see has happened from the notes and speaking to the underwriter involved is that the client's waste measurement is abnormally low for the BMI.","start":90.310005,"end":106.954994,"sentiment":"neutral","sentiment_score":-0.26326504802065237},{"text":"That that with I say abnormally low.","start":109.02,"end":111.42,"sentiment":"negative","sentiment_score":-0.33736480985369}],"sentiment":"neutral","sentiment_score":-0.16516703292054224,"num_words":83,"start":76.615,"end":111.42},{"sentences":[{"text":"It's it's lower than you'd expect for her BMI.","start":111.42,"end":114.64,"sentiment":"negative","sentiment_score":-0.3615526441070769},{"text":"That I'm throwing up an advanced message on the screen, which I believe has been misinterpreted.","start":116.38,"end":122.565,"sentiment":"negative","sentiment_score":-0.4175206087529659},{"text":"BMI at forty six plus the message plus the at slightly abnormal liver functions.","start":123.185,"end":129.125,"sentiment":"neutral","sentiment_score":-0.05851447701986347},{"text":"He's pulled the pin on the case.","start":129.505,"end":131.285,"sentiment":"neutral","sentiment_score":-0.018060686865023205},{"text":"Okay?","start":131.745,"end":132.245,"sentiment":"neutral","sentiment_score":0.046573489904403687}],"sentiment":"neutral","sentiment_score":-0.23049696879659562,"num_words":47,"start":111.42,"end":132.245},{"sentences":[{"text":"I've looked into the intent behind that message and played around with the waste measurements.","start":132.64,"end":137.45999,"sentiment":"neutral","sentiment_score":-0.025856830924749375},{"text":"And what we can actually do is we can make an offer.","start":138.08,"end":140.81999,"sentiment":"neutral","sentiment_score":0.308450764666001},{"text":"Okay?","start":141.44,"end":141.92,"sentiment":"neutral","sentiment_score":0.2455015629529953},{"text":"And, obviously, I'll put all this in the email to you and the client, but it will be plus 150% extra.","start":141.92,"end":148.69499,"sentiment":"neutral","sentiment_score":0.23647597006389073},{"text":"Okay?","start":150.11499,"end":150.61499,"sentiment":"neutral","sentiment_score":0.13251622021198273}],"sentiment":"neutral","sentiment_score":0.17315139733254908,"num_words":50,"start":132.64,"end":150.61499},{"sentences":[{"text":"Now, obviously, your email there, you've got a lot of text in terms of what you want, and I'll I'll respond to that.","start":151.31499,"end":160.56999,"sentiment":"neutral","sentiment_score":0.12629192873187686},{"text":"But I did just wanna give you a buzz to say I get some things moving.","start":160.56999,"end":164.11,"sentiment":"neutral","sentiment_score":0.18609725637361407},{"text":"With regards one point, though, with regards to the the comment around where are we, the measurement of her bust, She found this little Yeah.","start":165.37,"end":175.44499,"sentiment":"neutral","sentiment_score":-0.04294984944164753},{"text":"So what just this case and for any other, just so as you're aware, when we do a mini check, they measure inspiration and expiration.","start":177.185,"end":186.485,"sentiment":"neutral","sentiment_score":0.039755065143108365},{"text":"So breathe in, you breathe out.","start":186.98,"end":188.81999,"sentiment":"neutral","sentiment_score":0.022603103270133335}],"sentiment":"neutral","sentiment_score":0.06250546815756121,"num_words":95,"start":151.31499,"end":188.81999},{"sentences":[{"text":"Alright?","start":188.81999,"end":189.31999,"sentiment":"neutral","sentiment_score":0.04941801726818085},{"text":"Now, arguably, it's a measure of next to nothing.","start":189.7,"end":194.09999,"sentiment":"neutral","sentiment_score":-0.11335359286102983},{"text":"Arguably, it shouldn't be in the questionnaire, but reinsurers do still use it for clients that maybe are smokers or have respiratory conditions and or have larger BMI numbers.","start":194.09999,"end":204.82501,"sentiment":"neutral","sentiment_score":-0.06735887221092808},{"text":"Alright?","start":204.88501,"end":205.38501,"sentiment":"neutral","sentiment_score":0.0157325379550457},{"text":"Because it infers that the client possibly is breathing quite shallow.","start":205.445,"end":209.30501,"sentiment":"neutral","sentiment_score":-0.3231401816010475}],"sentiment":"neutral","sentiment_score":-0.1267251190638133,"num_words":51,"start":188.81999,"end":209.30501},{"sentences":[{"text":"The normal sort of number is anywhere between three to five centimeters.","start":210.24501,"end":213.46501,"sentiment":"neutral","sentiment_score":-0.18715587817132473},{"text":"So the reason that she would have had her quote unquote bust measured is is purely for that.","start":214.77,"end":219.67,"sentiment":"neutral","sentiment_score":-0.1143085439172056},{"text":"So just bear in mind that any other case so if you see that come through, that's that's what they're doing there.","start":219.81,"end":226.185,"sentiment":"neutral","sentiment_score":0.02687986511525444},{"text":"Given this, obviously, I know you you cc'd the client in and raise that.","start":230.825,"end":235.065,"sentiment":"neutral","sentiment_score":-0.07848393464727062},{"text":"I'm just it's part of the questions you've asked probably would be lost on her.","start":235.065,"end":241.95999,"sentiment":"neutral","sentiment_score":-0.2495621254046758}],"sentiment":"neutral","sentiment_score":-0.1056083242242213,"num_words":81,"start":210.24501,"end":241.95999},{"sentences":[{"text":"I will reply and cc they're in as you as you suggest.","start":241.95999,"end":246.29999,"sentiment":"neutral","sentiment_score":0.026860276353545487},{"text":"But what I didn't want to do is sort of get involved in a you to me, her to me, me to two of you.","start":246.44,"end":252.2,"sentiment":"neutral","sentiment_score":-0.2756731177866459},{"text":"There needs to be some sort of structure to it, if that's alright.","start":252.2,"end":255.01999,"sentiment":"neutral","sentiment_score":-0.13157591624901846},{"text":"Yep.","start":275.81,"end":276.31,"sentiment":"neutral","sentiment_score":0.2630373239517212},{"text":"Right.","start":284.80502,"end":285.30502,"sentiment":"neutral","sentiment_score":0.1417764574289322}],"sentiment":"neutral","sentiment_score":-0.15144572612077284,"num_words":52,"start":241.95999,"end":285.30502},{"sentences":[{"text":"Yeah.","start":285.765,"end":286.08502,"sentiment":"neutral","sentiment_score":0.11724777519702911},{"text":"Okay.","start":286.08502,"end":286.405,"sentiment":"neutral","sentiment_score":0.09103988111019136},{"text":"So you you've noted that the BMI is obviously higher on the application form than it was at the stage of pre assessment?","start":286.405,"end":292.42502,"sentiment":"neutral","sentiment_score":0.033459555357694626},{"text":"Yeah.","start":294.08502,"end":294.48502,"sentiment":"neutral","sentiment_score":0.1008647084236145},{"text":"Right.","start":294.48502,"end":294.805,"sentiment":"neutral","sentiment_score":0.12049036473035812}],"sentiment":"neutral","sentiment_score":0.044415277877339614,"num_words":27,"start":285.765,"end":294.805},{"sentences":[{"text":"Okay.","start":294.805,"end":295.285,"sentiment":"neutral","sentiment_score":0.1426960825920105},{"text":"Alright.","start":295.285,"end":295.605,"sentiment":"neutral","sentiment_score":0.17485567927360535},{"text":"Let me leave it with me.","start":295.605,"end":296.565,"sentiment":"neutral","sentiment_score":0.14462878555059433},{"text":"I'll I'll send a note through.","start":296.565,"end":300.29,"sentiment":"neutral","sentiment_score":0.15051615362366041},{"text":"I'll reply to your questions.","start":300.99,"end":302.93,"sentiment":"neutral","sentiment_score":0.18949664533138275}],"sentiment":"neutral","sentiment_score":0.15978445387200305,"num_words":19,"start":294.805,"end":302.93},{"sentences":[{"text":"And then what I'll do is in that email is ask if Deborah comes through you with any specific questions.","start":305.22998,"end":310.53,"sentiment":"neutral","sentiment_score":0.11043249145150184},{"text":"And and then we'll just take it from there one one mail at a time, I suppose, if that's alright.","start":311.925,"end":316.505,"sentiment":"neutral","sentiment_score":0.1181441904976964},{"text":"Yep.","start":330.50998,"end":331.00998,"sentiment":"neutral","sentiment_score":0.18258583545684817},{"text":"Yep.","start":335.22998,"end":335.655,"sentiment":"neutral","sentiment_score":0.06911754608154297},{"text":"Absolutely.","start":335.815,"end":336.135,"sentiment":"neutral","sentiment_score":0.09239239990711212}],"sentiment":"neutral","sentiment_score":0.11431696326580158,"num_words":43,"start":305.22998,"end":336.135},{"sentences":[{"text":"I won't reopen anything.","start":336.135,"end":337.255,"sentiment":"neutral","sentiment_score":0.01170012913644314},{"text":"I'll just send an email with that as an offer in there, and Tibbs will follow it if you want.","start":337.255,"end":341.835,"sentiment":"neutral","sentiment_score":0.18618048056960107},{"text":"Yeah.","start":348.6,"end":349.08,"sentiment":"neutral","sentiment_score":0.026792561635375023},{"text":"I'll try and yeah.","start":349.08,"end":350.76,"sentiment":"neutral","sentiment_score":0.025038672145456076},{"text":"It'll be basically 2.5.","start":350.76,"end":352.04,"sentiment":"neutral","sentiment_score":0.011871733935549855}],"sentiment":"neutral","sentiment_score":0.1195407367847634,"num_words":33,"start":336.135,"end":352.04},{"sentences":[{"text":"That's alright.","start":352.04,"end":352.76,"sentiment":"neutral","sentiment_score":0.003723636968061328},{"text":"2.5 plan standard rate.","start":352.76,"end":354.12,"sentiment":"neutral","sentiment_score":0.016667987685650587},{"text":"So whatever the standard rate's premium is, just 2.5 that, but I'll play around with that and see if I can get that number into the email for you as well.","start":354.12,"end":366.125,"sentiment":"neutral","sentiment_score":0.11474610459540159},{"text":"What?","start":367.385,"end":367.885,"sentiment":"neutral","sentiment_score":-0.021242596209049225},{"text":"Yep.","start":371.785,"end":372.285,"sentiment":"neutral","sentiment_score":0.21819178760051727}],"sentiment":"neutral","sentiment_score":0.0981589143212216,"num_words":39,"start":352.04,"end":372.285},{"sentences":[{"text":"No.","start":383.73,"end":384.23,"sentiment":"neutral","sentiment_score":0.0308721624314785},{"text":"No problems.","start":388.00894,"end":388.56894,"sentiment":"neutral","sentiment_score":0.20147240161895752},{"text":"Alright.","start":388.56894,"end":388.88895,"sentiment":"neutral","sentiment_score":0.15319031476974487},{"text":"Let me get this email off to you, and we'll talk later.","start":388.88895,"end":391.30896,"sentiment":"neutral","sentiment_score":0.13852973406513533},{"text":"Alright.","start":394.40894,"end":394.90894,"sentiment":"positive","sentiment_score":0.4124806821346283}],"sentiment":"neutral","sentiment_score":0.15657910419737592,"num_words":17,"start":383.73,"end":394.90894},{"sentences":[{"text":"And you.","start":395.20895,"end":395.84894,"sentiment":"positive","sentiment_score":0.39579886198043823},{"text":"Bye bye.","start":395.84894,"end":396.32895,"sentiment":"neutral","sentiment_score":0.2604433596134186},{"text":"Bye.","start":396.32895,"end":396.82895,"sentiment":"neutral","sentiment_score":0.27572372555732727}],"sentiment":"neutral","sentiment_score":0.31764163374900817,"num_words":5,"start":395.20895,"end":396.82895}]}}]}],"paragraphs":{"transcript":"\nChannel 1: You're being connected to James. Please note that calls may be recorded for quality and training purposes. If you do not wish for this to occur, please let us know when we answer your call. For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy. Hello.\n\nI'm in writing. James speaking.\n\nChannel 0: Hi, James. It's Dana from Oku Finance. So how are you\n\nChannel 1: I\n\nChannel 0: today?\n\nChannel 1: Very well. Thank you. Very, very well. I'm talking away to Sam earlier, and she couldn't hear me. And I don't know.\n\nJust all got\n\nChannel 0: Yeah. Sorry about that. Our phones are very Internet based, and we've just had the router turned off and on again to sort of see if that works and reset all that system. So sorry about that.\n\nChannel 1: Good old reboot. Here we go.\n\nChannel 0: Absolutely. How can I help you?\n\nChannel 1: Buzz following your email.\n\nChannel 0: Oh,\n\nChannel 1: Yes.\n\nChannel 0: yes.\n\nChannel 1: Today regarding sorry. I'm\n\nChannel 0: Yes.\n\nChannel 1: on the phone. One moment.\n\nChannel 0: That's okay.\n\nChannel 1: Debra Debra Debigan. Now before we start, if you're not aware, I'll let you know this call is recorded, okay, just for for all purposes.\n\nChannel 0: Yep.\n\nChannel 1: Now, obviously, you've raised a formal complaint, which Emma\n\nChannel 0: Yes.\n\nChannel 1: in the new business team acknowledged. And\n\nChannel 0: Yep.\n\nChannel 1: in line with that, we've had a look at it. So what I can see has happened from the notes and speaking to the underwriter involved\n\nChannel 0: Yep.\n\nChannel 1: is that the client's waste measurement is abnormally low for the BMI.\n\nChannel 0: Right.\n\nChannel 1: That that with I say abnormally low. It's it's lower than you'd expect for her\n\nChannel 0: Yes.\n\nChannel 1: BMI. That I'm throwing up an advanced message on the screen, which I believe has been misinterpreted. BMI at forty six plus the message plus the at slightly abnormal liver functions. He's pulled the pin on the case. Okay?\n\nChannel 0: Right.\n\nChannel 1: I've looked into the intent behind that\n\nChannel 0: Yep.\n\nChannel 1: message and played around with the waste measurements. And what we can actually do is we can make an offer. Okay? And, obviously, I'll put all this in the email to you and the client, but\n\nChannel 0: Yes.\n\nChannel 1: it will be plus 150% extra.\n\nChannel 0: Okay.\n\nChannel 1: Okay? Now, obviously, your email there, you've got a lot of text in terms of what you want, and I'll I'll respond to that. But I did\n\nChannel 0: Yeah.\n\nChannel 1: just wanna\n\nChannel 0: That's\n\nChannel 1: give\n\nChannel 0: fine.\n\nChannel 1: you a buzz\n\nChannel 0: Yeah.\n\nChannel 1: to say I get some things moving. With regards one point, though, with regards to the the comment around where are we, the measurement of her bust,\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: She\n\nChannel 0: That\n\nChannel 1: found\n\nChannel 0: was\n\nChannel 1: this\n\nChannel 0: probably\n\nChannel 1: little\n\nChannel 0: her biggest\n\nChannel 1: Yeah.\n\nChannel 0: thing. Yeah.\n\nChannel 1: So what just this case and for any other, just so as you're aware, when we do\n\nChannel 0: Yep.\n\nChannel 1: a mini check, they measure inspiration and expiration. So breathe in,\n\nChannel 0: Okay.\n\nChannel 1: you breathe out. Alright? Now,\n\nChannel 0: Yep.\n\nChannel 1: arguably, it's a measure of next to nothing. Arguably, it shouldn't be in the questionnaire, but reinsurers do still use it for clients that maybe are smokers or have\n\nChannel 0: Yes.\n\nChannel 1: respiratory conditions and or have larger BMI numbers. Alright? Because it infers\n\nChannel 0: Yep.\n\nChannel 1: that the client possibly is breathing quite shallow. The normal sort of number is anywhere between three to five centimeters. So the reason that she would have had her quote unquote bust measured is is purely for that. So\n\nChannel 0: Okay.\n\nChannel 1: just bear in mind that any\n\nChannel 0: Yeah.\n\nChannel 1: other case so if you see that\n\nChannel 0: Yes.\n\nChannel 1: come through, that's that's what they're doing there.\n\nChannel 0: Yes.\n\nChannel 1: Given this, obviously, I know you you cc'd the client in and raise that. I'm just it's part of the questions you've asked probably would be lost on her. I will reply and cc they're in as you as you suggest.\n\nChannel 0: Yeah.\n\nChannel 1: But what I\n\nChannel 0: Yeah.\n\nChannel 1: didn't want to do is sort of get involved in a you to me, her to me, me to two of you. There needs to be some sort of structure to it, if that's\n\nChannel 0: Oh,\n\nChannel 1: alright.\n\nChannel 0: abs absolutely. And I've been liaising with her as well because we also did do more of an internal investigation into what sorta happened with our admin process with going through the application with her as well. So we have sort of determined a couple of fall down things there that obviously wasn't communicated back and forth with the client correctly on our end of things. So\n\nChannel 1: Yep.\n\nChannel 0: I've been kind of liaising in that kind of investigation, and I've been talking to her as well. So keeping her engaged throughout the the process to make it easier on her as\n\nChannel 1: Right.\n\nChannel 0: well.\n\nChannel 1: Yeah.\n\nChannel 0: Yeah.\n\nChannel 1: Okay. So you you've noted that the BMI is obviously higher on the application\n\nChannel 0: Yes.\n\nChannel 1: form than it was at the stage of pre assessment?\n\nChannel 0: Yes.\n\nChannel 1: Yeah. Right. Okay. Alright. Let me leave it with me.\n\nI'll I'll send a note through. I'll reply to your questions.\n\nChannel 0: Mhmm. Yep.\n\nChannel 1: And then what I'll do is in that email is ask if Deborah comes through you with any specific\n\nChannel 0: Yep.\n\nChannel 1: questions.\n\nChannel 0: Yep.\n\nChannel 1: And and then we'll just take it from there one one\n\nChannel 0: Yeah.\n\nChannel 1: mail at\n\nChannel 0: Absolutely.\n\nChannel 1: a time, I suppose, if that's alright.\n\nChannel 0: Absolutely. So I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis. But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can\n\nChannel 1: Yep.\n\nChannel 0: still confirm with her as to whether she wants to proceed with that or not. Is that okay?\n\nChannel 1: Yep. Absolutely. I won't reopen\n\nChannel 0: Yeah.\n\nChannel 1: anything. I'll just send an email with that as an offer in there, and Tibbs\n\nChannel 0: Yep.\n\nChannel 1: will follow it if you want.\n\nChannel 0: Thank you. And will that have the cost the total premium on the of the cover as well with the 150% loading?\n\nChannel 1: Yeah. I'll try and yeah. It'll be basically 2.5.\n\nChannel 0: Sorry.\n\nChannel 1: That's alright. 2.5 plan standard rate. So whatever the standard\n\nChannel 0: Yep.\n\nChannel 1: rate's premium is, just 2.5 that, but I'll play around\n\nChannel 0: 2\n\nChannel 1: with that\n\nChannel 0: point. Beautiful.\n\nChannel 1: and see if I can get that number into the email for you\n\nChannel 0: Absolutely. Thank you so much for this,\n\nChannel 1: as\n\nChannel 0: James.\n\nChannel 1: well.\n\nChannel 0: I'm so sorry. I sorta had\n\nChannel 1: What?\n\nChannel 0: to follow through to the client to make sure she was looked after. But, yeah, she\n\nChannel 1: Yep.\n\nChannel 0: it's all good. We will sort it out. We'll get there. And I really appreciate you calling me today and explaining all of that. It's really good to have that kind of background information on a lot of the checks and many reports and things.\n\nWe don't obviously see a lot of that. So\n\nChannel 1: No.\n\nChannel 0: it's really good to have that background information from you. So thank you so much for that.\n\nChannel 1: No problems. Alright. Let me get this email\n\nChannel 0: You\n\nChannel 1: off to\n\nChannel 0: too.\n\nChannel 1: you, and we'll talk later.\n\nChannel 0: Beautiful. Thank you so much. Really appreciate it. Have a good\n\nChannel 1: Alright.\n\nChannel 0: day.\n\nChannel 1: And you. Bye bye. Bye.\n\nChannel 0: Thanks, Dane. See you later.","paragraphs":[{"sentences":[{"text":"You're being connected to James.","start":1.52,"end":3.1399999,"sentiment":"neutral","sentiment_score":-0.007061547413468361},{"text":"Please note that calls may be recorded for quality and training purposes.","start":5.04,"end":8.66,"sentiment":"neutral","sentiment_score":-0.042870625698318086},{"text":"If you do not wish for this to occur, please let us know when we answer your call.","start":9.28,"end":13.38,"sentiment":"neutral","sentiment_score":-0.1507711410522461},{"text":"For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy.","start":14.575,"end":23.235,"sentiment":"neutral","sentiment_score":-0.04726864323019982},{"text":"Hello.","start":34.82,"end":35.3,"sentiment":"neutral","sentiment_score":0.017628420144319534}],"sentiment":"neutral","sentiment_score":-0.08084116949011451,"channel":1,"num_words":46,"start":1.52,"end":35.3},{"sentences":[{"text":"I'm in writing.","start":35.3,"end":35.86,"sentiment":"neutral","sentiment_score":0.02129088280101617},{"text":"James speaking.","start":35.86,"end":36.68,"sentiment":"neutral","sentiment_score":0.016401683911681175}],"sentiment":"neutral","sentiment_score":0.019335203245282172,"channel":1,"num_words":5,"start":35.3,"end":36.68},{"sentences":[{"text":"Hi, James.","start":37.04,"end":37.6,"sentiment":"neutral","sentiment_score":0.15098443627357483},{"text":"It's Dana from Oku Finance.","start":37.6,"end":39.14,"sentiment":"neutral","sentiment_score":0.2379991739988327},{"text":"So how are you","start":39.2,"end":39.92,"sentiment":"neutral","sentiment_score":0.31189312040805817}],"sentiment":"neutral","sentiment_score":0.24904883856123144,"channel":0,"num_words":11,"start":37.04,"end":39.92},{"sentences":[{"text":"I","start":39.86,"end":40.275,"sentiment":"neutral","sentiment_score":0.28451934456825256}],"sentiment":"neutral","sentiment_score":0.28451934456825256,"channel":1,"num_words":1,"start":39.86,"end":40.275},{"sentences":[{"text":"today?","start":39.92,"end":40.42,"sentiment":"neutral","sentiment_score":0.21147537231445312}],"sentiment":"neutral","sentiment_score":0.21147537231445312,"channel":0,"num_words":1,"start":39.92,"end":40.42},{"sentences":[{"text":"Very well.","start":41.075,"end":41.795002,"sentiment":"positive","sentiment_score":0.4418453127145767},{"text":"Thank you.","start":41.795002,"end":42.275,"sentiment":"positive","sentiment_score":0.5369444340467453},{"text":"Very, very well.","start":42.275,"end":43.155003,"sentiment":"positive","sentiment_score":0.37817417581876117},{"text":"I'm talking away to Sam earlier, and she couldn't hear me.","start":43.155003,"end":46.355003,"sentiment":"neutral","sentiment_score":-0.2278176417404955},{"text":"And I don't know.","start":46.355003,"end":47.075,"sentiment":"neutral","sentiment_score":-0.1695185787975788}],"sentiment":"neutral","sentiment_score":-0.004180288788947192,"channel":1,"num_words":22,"start":41.075,"end":47.075},{"sentences":[{"text":"Just all got","start":47.075,"end":47.875,"sentiment":"neutral","sentiment_score":-0.09082142760356267}],"sentiment":"neutral","sentiment_score":-0.09082142760356267,"channel":1,"num_words":3,"start":47.075,"end":47.875},{"sentences":[{"text":"Yeah.","start":47.815,"end":48.315,"sentiment":"neutral","sentiment_score":-0.0982000008225441},{"text":"Sorry about that.","start":48.375,"end":49.094997,"sentiment":"neutral","sentiment_score":-0.30613160133361816},{"text":"Our phones are very Internet based, and we've just had the router turned off and on again to sort of see if that works and reset all that system.","start":49.094997,"end":55.894997,"sentiment":"neutral","sentiment_score":-0.246781250012332},{"text":"So sorry about that.","start":55.894997,"end":57.195,"sentiment":"neutral","sentiment_score":-0.28359561413526535}],"sentiment":"neutral","sentiment_score":-0.2515576624789754,"channel":0,"num_words":37,"start":47.815,"end":57.195},{"sentences":[{"text":"Good old reboot.","start":57.71,"end":58.769997,"sentiment":"neutral","sentiment_score":-0.10471634318431218},{"text":"Here we go.","start":58.829998,"end":59.649998,"sentiment":"neutral","sentiment_score":0.08748474468787511}],"sentiment":"neutral","sentiment_score":-0.008615799248218536,"channel":1,"num_words":6,"start":57.71,"end":59.649998},{"sentences":[{"text":"Absolutely.","start":59.41,"end":59.91,"sentiment":"neutral","sentiment_score":0.25516581535339355},{"text":"How can I help 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it.","start":392.99,"end":394.03,"sentiment":"positive","sentiment_score":0.5113399823506674},{"text":"Have a good","start":394.03,"end":394.59,"sentiment":"positive","sentiment_score":0.6761096119880676}],"sentiment":"positive","sentiment_score":0.6065923246470365,"channel":0,"num_words":11,"start":391.71,"end":394.59},{"sentences":[{"text":"Alright.","start":394.40894,"end":394.90894,"sentiment":"positive","sentiment_score":0.4124806821346283}],"sentiment":"positive","sentiment_score":0.4124806821346283,"channel":1,"num_words":1,"start":394.40894,"end":394.90894},{"sentences":[{"text":"day.","start":394.59,"end":395.09,"sentiment":"positive","sentiment_score":0.39287376403808594}],"sentiment":"positive","sentiment_score":0.39287376403808594,"channel":0,"num_words":1,"start":394.59,"end":395.09},{"sentences":[{"text":"And you.","start":395.20895,"end":395.84894,"sentiment":"positive","sentiment_score":0.39579886198043823},{"text":"Bye bye.","start":395.84894,"end":396.32895,"sentiment":"neutral","sentiment_score":0.2604433596134186},{"text":"Bye.","start":396.32895,"end":396.82895,"sentiment":"neutral","sentiment_score":0.27572372555732727}],"sentiment":"neutral","sentiment_score":0.31764163374900817,"channel":1,"num_words":5,"start":395.20895,"end":396.82895},{"sentences":[{"text":"Thanks, Dane.","start":396.59,"end":397.31,"sentiment":"positive","sentiment_score":0.7786026000976562},{"text":"See you later.","start":397.31,"end":398.05,"sentiment":"positive","sentiment_score":0.39494119336207706}],"sentiment":"positive","sentiment_score":0.5484057560563087,"channel":0,"num_words":5,"start":396.59,"end":398.05}]},"summary":{"result":"success","short":"A representative from Oku Finance calls a customer named James to discuss a waste measurement issue on his application. The representative explains that the customer's waste measurement is abnormally low and suggests a solution to improve it. The representative also discusses a potential offer for the customer and promises to send an email with more information."},"intents":{"segments":[{"text":"Now, obviously, you've raised a formal complaint, which Emma Yes. in the new business team acknowledged. And Yep.","start_word":183,"end_word":200,"intents":[{"intent":"Address complaint","confidence_score":0.022868551}]},{"text":"And what we can actually do is we can make an offer. Okay?","start_word":313,"end_word":325,"intents":[{"intent":"Make an offer","confidence_score":0.4467706}]},{"text":"I will reply and cc they're in as you as you suggest. Yeah.","start_word":599,"end_word":611,"intents":[{"intent":"Provide feedback","confidence_score":0.0032982978}]},{"text":"So I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis. But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can Yep. still confirm with her as to whether she wants to proceed with that or not. Is that okay?","start_word":852,"end_word":920,"intents":[{"intent":"Process settlement","confidence_score":0.000025546811}]},{"text":"But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can Yep. still confirm with her as to whether she wants to proceed with that or not. Is that okay?","start_word":876,"end_word":919,"intents":[{"intent":"Offer cover","confidence_score":0.2424749}]},{"text":"But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can Yep. still confirm with her as to whether she wants to proceed with that or not. Is that okay? Yep.","start_word":876,"end_word":920,"intents":[{"intent":"Confirm offer","confidence_score":0.07538237},{"intent":"Confirm offer","confidence_score":0.057576675}]},{"text":"And will that have the cost the total premium on the of the cover as well with the 150% loading? Yeah.","start_word":950,"end_word":970,"intents":[{"intent":"Set cost","confidence_score":0.0035742817}]},{"text":"It's really good to have that kind of background information on a lot of the checks and many reports and things. We don't obviously see a lot of that. So No. it's really good to have that background information from you. So thank you so much for that. No problems.","start_word":1077,"end_word":1126,"intents":[{"intent":"Provide background information","confidence_score":0.5909119}]}]},"sentiments":{"segments":[{"text":"You're being connected to James. Please note that calls may be recorded for quality and training purposes. If you do not wish for this to occur, please let us know when we answer your call. For a copy of our privacy policy, please visit www.neosgroup.com/privacypolicy. Hello. I'm in writing. James speaking. Hi, James. It's Dana from Oku Finance. So how are you I today?","start_word":0,"end_word":63,"sentiment":"neutral","sentiment_score":0.0033623049966990948},{"text":"Very well. Thank you. Very, very well.","start_word":64,"end_word":70,"sentiment":"positive","sentiment_score":0.4302006661891937},{"text":"I'm talking away to Sam earlier, and she couldn't hear me. And I don't know. Just all got Yeah. Sorry about that. Our phones are very Internet based, and we've just had the router turned off and on again to sort of see if that works and reset all that system. So sorry about that. Good old reboot. Here we go. Absolutely. How can I help you? Buzz following your email. Oh, Yes. yes. Today regarding sorry. I'm Yes. on the phone. One moment. That's okay. Debra Debra Debigan. Now before we start, if you're not aware, I'll let you know this call is recorded, okay, just for for all purposes. Yep. Now, obviously, you've raised a formal complaint, which Emma Yes. in the new business team acknowledged. And Yep. in line with that, we've had a look at it. So what I can see has happened from the notes and speaking to the underwriter involved Yep.","start_word":71,"end_word":227,"sentiment":"neutral","sentiment_score":-0.10644767433404922},{"text":"is that the client's waste measurement is abnormally low for the BMI.","start_word":228,"end_word":239,"sentiment":"negative","sentiment_score":-0.4342169165611267},{"text":"Right.","start_word":240,"end_word":240,"sentiment":"neutral","sentiment_score":-0.216305747628212},{"text":"That that with I say abnormally low. It's it's lower than you'd expect for her Yes.","start_word":241,"end_word":256,"sentiment":"negative","sentiment_score":-0.35368967056274414},{"text":"BMI.","start_word":257,"end_word":257,"sentiment":"neutral","sentiment_score":-0.23011444509029388},{"text":"That I'm throwing up an advanced message on the screen, which I believe has been misinterpreted.","start_word":258,"end_word":273,"sentiment":"negative","sentiment_score":-0.4321075677871704},{"text":"BMI at forty six plus the message plus the at slightly abnormal liver functions. He's pulled the pin on the case. Okay? Right. I've looked into the intent behind that Yep. message and played around with the waste measurements. And what we can actually do is we can make an offer. Okay? And, obviously, I'll put all this in the email to you and the client, but Yes.","start_word":274,"end_word":341,"sentiment":"neutral","sentiment_score":0.0917496308684349},{"text":"it will be plus 150% extra.","start_word":342,"end_word":347,"sentiment":"positive","sentiment_score":0.33503276109695435},{"text":"Okay. Okay? Now, obviously, your email there, you've got a lot of text in terms of what you want, and I'll I'll respond to that. But I did Yeah. just wanna That's give fine. you a buzz Yeah. to say I get some things moving. With regards one point, though, with regards to the the comment around where are we, the measurement of her bust, Yeah. Yeah. She That found was this probably little her biggest Yeah. thing. Yeah. So what just this case and for any other, just so as you're aware, when we do Yep. a mini check, they measure inspiration and expiration. So breathe in, Okay. you breathe out. Alright? Now, Yep. arguably, it's a measure of next to nothing. Arguably, it shouldn't be in the questionnaire, but reinsurers do still use it for clients that maybe are smokers or have Yes. respiratory conditions and or have larger BMI numbers. Alright? Because it infers Yep.","start_word":348,"end_word":505,"sentiment":"neutral","sentiment_score":0.022742178291082386},{"text":"that the client possibly is breathing quite shallow.","start_word":506,"end_word":513,"sentiment":"negative","sentiment_score":-0.3948580324649811},{"text":"The normal sort of number is anywhere between three to five centimeters. So the reason that she would have had her quote unquote bust measured is is purely for that. So Okay. just bear in mind that any Yeah. other case so if you see that Yes. come through, that's that's what they're doing there. Yes. Given this, obviously, I know you you cc'd the client in and raise that. I'm just it's part of the questions you've asked probably would be lost on her. I will reply and cc they're in as you as you suggest. Yeah. But what I Yeah. didn't want to do is sort of get involved in a you to me, her to me, me to two of you. There needs to be some sort of structure to it, if Oh, that's alright.","start_word":514,"end_word":651,"sentiment":"neutral","sentiment_score":-0.1018238525459732},{"text":"abs absolutely.","start_word":652,"end_word":653,"sentiment":"positive","sentiment_score":0.40535786747932434},{"text":"And I've been liaising with her as well because we also did do more of an internal investigation into what sorta happened with our admin process with going through the application with her as well. So we have sort of determined a couple of fall down things there that obviously wasn't communicated back and forth with the client correctly on our end of things. So Yep. I've been kind of liaising in that kind of investigation, and I've been talking to her as well. So keeping her engaged throughout the the process to make it easier on her as Right. well. Yeah. Yeah. Okay. So you you've noted that the BMI is obviously higher on the application Yes. form than it was at the stage of pre assessment? Yes. Yeah. Right. Okay. Alright. Let me leave it with me. I'll I'll send a note through. I'll reply to your questions. Mhmm. Yep. And then what I'll do is in that email is ask if Deborah comes through you with any specific Yep. questions. Yep. And and then we'll just take it from there one one Yeah. mail at Absolutely. a time, I suppose, if that's alright. Absolutely. So I did let her know that the application for the life cover had been declined, and we were gonna move forward on that basis. But if you're coming forward and you're happy to offer her cover based on that, if you're able to still send that through, I can Yep. still confirm with her as to whether she wants to proceed with that or not. Is that okay? Yep. Absolutely. I won't reopen Yeah. anything. I'll just send an email with that as an offer in there, and Tibbs Yep. will follow it if you want.","start_word":654,"end_word":947,"sentiment":"neutral","sentiment_score":0.14218473784169372},{"text":"Thank you.","start_word":948,"end_word":949,"sentiment":"positive","sentiment_score":0.3610430955886841},{"text":"And will that have the cost the total premium on the of the cover as well with the 150% loading? Yeah. I'll try and yeah. It'll be basically 2.5. Sorry. That's alright. 2.5 plan standard rate. So whatever the standard Yep. rate's premium is, just 2.5 that, but I'll play around 2 with that point. Beautiful. and see if I can get that number into the email for you Absolutely.","start_word":950,"end_word":1019,"sentiment":"neutral","sentiment_score":0.07225584238767624},{"text":"Thank you so much for this, as James.","start_word":1020,"end_word":1027,"sentiment":"positive","sentiment_score":0.4146188795566559},{"text":"well. I'm so sorry. I sorta had What? to follow through to the client to make sure she was looked after. But, yeah, she Yep.","start_word":1028,"end_word":1052,"sentiment":"neutral","sentiment_score":0.03381729871034622},{"text":"it's all good. We will sort it out.","start_word":1053,"end_word":1060,"sentiment":"positive","sentiment_score":0.3983156681060791},{"text":"We'll get there.","start_word":1061,"end_word":1063,"sentiment":"neutral","sentiment_score":0.2801762819290161},{"text":"And I really appreciate you calling me today and explaining all of that.","start_word":1064,"end_word":1076,"sentiment":"positive","sentiment_score":0.46157318353652954},{"text":"It's really good to have that kind of background information on a lot of the checks and many reports and things. We don't obviously see a lot of that. So No. it's really good to have that background information from you.","start_word":1077,"end_word":1117,"sentiment":"neutral","sentiment_score":0.16704730689525604},{"text":"So thank you so much for that.","start_word":1118,"end_word":1124,"sentiment":"positive","sentiment_score":0.4382846355438232},{"text":"No problems. Alright. Let me get this email You off to too. you, and we'll talk later.","start_word":1125,"end_word":1141,"sentiment":"neutral","sentiment_score":0.14782242476940155},{"text":"Beautiful. Thank you so much. Really appreciate it. Have a good Alright. day. And you.","start_word":1142,"end_word":1156,"sentiment":"positive","sentiment_score":0.5574931104977926},{"text":"Bye bye. Bye.","start_word":1157,"end_word":1159,"sentiment":"neutral","sentiment_score":0.2679697275161743},{"text":"Thanks, Dane. See you later.","start_word":1160,"end_word":1164,"sentiment":"positive","sentiment_score":0.7099509835243225}],"average":{"sentiment":"neutral","sentiment_score":0.042691036357810616}}}}