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I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere. They seem to have gone. So I'm ringing to see if you can help. My staff member ID is DF412906. Yeah. David Burns. Mandurah retirement valid village. It's mburns@kilobar.org.au. Okay. And this is the target for the period April to June? Yeah. I'm only interested in the in the target for April to June. It hasn't it hasn't come through yet. No. What what's the what what's the website it's taking me to? Yeah. And then where do I go after that? Oh, Can I get funding changes April? No. Came to target an individual resident on financial year 2526. Yes. Publication date. It opens up in Excel. Wow. This is not this is not this is hard to get to. I bet. Okay. Bear with me one second just to make sure I've got this. If I then stick a filter on this and filter by state and then filter by the large number of beds. Manda Retirement Village, Filavar Care. Here it is. I can see it. Okay. So so in three months' time, when I need to refind this, do I I just I just search that phrase, do I? Okay. Alright. Yep. Alrighty. That's great. Thanks for your help. No. That's been very helpful. Thank you. Thanks. Bye. The operator today was very helpful, and the issue got resolved quickly once I've called them today. However, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers. Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were. 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Yeah. My name is David Burns. I am general manager of Cullabar Care. I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere.\n\nThey seem to have gone. So I'm ringing to see if you can help. My staff member ID is DF412906. Yeah. David Burns.\n\nMandurah retirement valid village. It's mburns@kilobar.org.au. Okay. And this is the target for the period April to June? Yeah.\n\nI'm only interested in the in the target for April to June. It hasn't it hasn't come through yet. No. What what's the what what's the website it's taking me to? Yeah.\n\nAnd then where do I go after that? Oh, Can I get funding changes April? No. Came to target an individual resident on financial year 2526. Yes.\n\nPublication date. It opens up in Excel. Wow. This is not this is not this is hard to get to. I bet.\n\nOkay. Bear with me one second just to make sure I've got this. If I then stick a filter on this and filter by state and then filter by the large number of beds. Manda Retirement Village, Filavar Care. Here it is.\n\nI can see it. Okay. So so in three months' time, when I need to refind this, do I I just I just search that phrase, do I? Okay. Alright.\n\nYep. Alrighty. That's great. Thanks for your help. No.\n\nThat's been very helpful. Thank you. Thanks. Bye. The operator today was very helpful, and the issue got resolved quickly once I've called them today.\n\nHowever, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers. Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were. Thank you.","paragraphs":[{"sentences":[{"text":"Hello.","start":100.045,"end":100.445,"sentiment":"neutral","sentiment_score":0.03352656215429306},{"text":"Yeah.","start":100.445,"end":100.765,"sentiment":"neutral","sentiment_score":0.01012575626373291},{"text":"My name is David Burns.","start":100.765,"end":102.30499,"sentiment":"neutral","sentiment_score":-0.006215433776378633},{"text":"I am general manager of Cullabar Care.","start":103.16499,"end":106.384995,"sentiment":"neutral","sentiment_score":0.012171924646411623},{"text":"I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere.","start":106.524994,"end":115.76,"sentiment":"neutral","sentiment_score":-0.17160806576571158}],"sentiment":"neutral","sentiment_score":-0.11604603148168988,"num_words":45,"start":100.045,"end":115.76},{"sentences":[{"text":"They seem to have gone.","start":115.76,"end":116.9,"sentiment":"negative","sentiment_score":-0.3680891156196594},{"text":"So I'm ringing to see if you can help.","start":117.28001,"end":119.22,"sentiment":"neutral","sentiment_score":-0.0550768772761027},{"text":"My staff member ID is DF412906.","start":124.72,"end":134.205,"sentiment":"neutral","sentiment_score":-0.0011919353467722733},{"text":"Yeah.","start":151.28,"end":151.6,"sentiment":"neutral","sentiment_score":0.022395608946681023},{"text":"David Burns.","start":151.6,"end":152.66,"sentiment":"neutral","sentiment_score":0.01708504930138588}],"sentiment":"neutral","sentiment_score":-0.09942275557019141,"num_words":23,"start":115.76,"end":152.66},{"sentences":[{"text":"Mandurah retirement valid village.","start":157.795,"end":159.735,"sentiment":"neutral","sentiment_score":0.019691211637109518},{"text":"It's mburns@kilobar.org.au.","start":166.1,"end":170.92,"sentiment":"neutral","sentiment_score":0.019702052231878042},{"text":"Okay.","start":278.315,"end":278.795,"sentiment":"neutral","sentiment_score":0.06639804691076279},{"text":"And this is the target for the period April to June?","start":278.795,"end":282.49503,"sentiment":"neutral","sentiment_score":0.04362427324733951},{"text":"Yeah.","start":286.61,"end":286.93,"sentiment":"neutral","sentiment_score":-0.011562073603272438}],"sentiment":"neutral","sentiment_score":0.03436168052844311,"num_words":19,"start":157.795,"end":286.93},{"sentences":[{"text":"I'm only interested in the in the target for April to June.","start":286.93,"end":291.19,"sentiment":"neutral","sentiment_score":-0.03274743150298794},{"text":"It hasn't it hasn't come through yet.","start":316.15,"end":318.41,"sentiment":"neutral","sentiment_score":-0.216825898204531},{"text":"No.","start":321.11,"end":321.61,"sentiment":"neutral","sentiment_score":-0.20145204663276672},{"text":"What what's the what what's the website it's taking me to?","start":322.31,"end":328.16998,"sentiment":"neutral","sentiment_score":-0.05004250622269782},{"text":"Yeah.","start":333.01498,"end":333.25497,"sentiment":"neutral","sentiment_score":0.02429753355681896}],"sentiment":"neutral","sentiment_score":-0.08244914209353738,"num_words":32,"start":286.93,"end":333.25497},{"sentences":[{"text":"And then where do I go after that?","start":333.25497,"end":335.115,"sentiment":"neutral","sentiment_score":0.007344810292124748},{"text":"Oh, Can I get funding changes April?","start":349.50998,"end":363.965,"sentiment":"neutral","sentiment_score":0.02620471827685833},{"text":"No.","start":364.185,"end":364.685,"sentiment":"neutral","sentiment_score":-0.15530115365982056},{"text":"Came to 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help.","start":513.05,"end":514.125,"sentiment":"positive","sentiment_score":0.7549769282341003},{"text":"No.","start":516.685,"end":517.005,"sentiment":"neutral","sentiment_score":0.023660808801651}],"sentiment":"positive","sentiment_score":0.5449478634529643,"num_words":9,"start":510.09,"end":517.005},{"sentences":[{"text":"That's been very helpful.","start":517.005,"end":518.285,"sentiment":"neutral","sentiment_score":0.31152326613664627},{"text":"Thank you.","start":518.285,"end":519.025,"sentiment":"positive","sentiment_score":0.525208905339241},{"text":"Thanks.","start":524.925,"end":525.405,"sentiment":"positive","sentiment_score":0.4195179045200348},{"text":"Bye.","start":525.405,"end":525.905,"sentiment":"neutral","sentiment_score":0.32372114062309265},{"text":"The operator today was very helpful, and the issue got resolved quickly once I've called them today.","start":602.425,"end":607.96497,"sentiment":"positive","sentiment_score":0.5277868416160345}],"sentiment":"positive","sentiment_score":0.48048504911363127,"num_words":25,"start":517.005,"end":607.96497},{"sentences":[{"text":"However, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers.","start":608.25,"end":619.31,"sentiment":"negative","sentiment_score":-0.46383787403183596},{"text":"Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were.","start":619.92896,"end":626.269,"sentiment":"neutral","sentiment_score":-0.16205099299550058},{"text":"Thank you.","start":626.329,"end":627.069,"sentiment":"neutral","sentiment_score":0.188251331448555}],"sentiment":"neutral","sentiment_score":-0.32534889230188335,"num_words":53,"start":608.25,"end":627.069}]}}]},{"alternatives":[{"transcript":"Thank you for contacting My Aged Care service provider and assessor helpline. If you are a member of the public, please press 0 now. We may need to collect personal information on behalf of the Department of Health Disability and Aging. We are authorized to collect this information under the Aged Care Act 2024. Without it, we can only provide you with general information. To learn more about how My Aged Care handles personal information, you can view our privacy policy and notices on the privacy page at myagedcare.gov.au. All calls to this service are recorded for training and quality purposes. Please advise your contact center agent if you do not wish for your calls to be recorded. If you are with a client in a nonclinical setting and require assistance, please press 1. For help with the My Aged Care portal, press 2. If you're in a hospital setting with a client ready to be discharged, press 3. For all GPMS inquiries, press 4. If you are an aged care assessor and need help with For GPMS access, press 1. For star ratings, press 2. For provider operations, press 3. For quality indicators, press 4. For twenty four seven registered nurse requirement, press 5. For care unit targets, press 6. For something else, press thank you. To assist in the verification process, please have your My Aged Care staff ID number ready for when your call is answered. We'll connect you with the first available agent. Hi. You're for calling. My name is Mark. How can I help you today? Right. What is your user ID first, please? Mhmm. Alright. Sorry. I just have to actually authenticate you in g p m s. Give me a few seconds. Your first and last name, ma'am, please. And the name of the organization you are with? And your email address? Thank you. Alright. Now with regards to your question, they have actually removed the CheMinute target in the GPMS. There is now a link in the health.gov.au website. I'll send you that link. Just bear with me. GPMS PMS Care Minute Target Care Minute. Where is that? Okay. Alright. I just sent you an email. There is a link there where you can access the Care Minute Target. So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target. You will also see there the previous months at the bottom. April to June. I don't let me just check the link. I actually did not check the link. Give me a second. So whatever is in there is basically the only available as of this moment. Give me a second. April to June. Yeah. It's in there. You will see there at the bottom. You can you see there your Excel file? The bottom, you will see there the ones. Oh, you haven't received it yet? Oh, okay. Okay. Health.gov.au website. So this is the government website. So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26. And then it should give you a link there, the first result. Click that, and then it will, yeah, give the link. So you need to search this one, this phrase, care minutes target or targets. Care minutes targets in individual care sorry. Individual residential care homes. You have to search that in the health.gov.au website. Like, in the actual website, do not search it outside. I'm not sure if it's yep. That's the one. That's the one. Mhmm. Yep. Yeah. Unfortunately, I'm not sure why they did not actually inform the service providers. There's so many calls in regards to this. Yeah, I'm not sure exactly what, yeah, they have done there. But, yeah, we just go with the flow. Got it? Yeah. So just I think you just need to bookmark that that website. Yeah. We don't know exactly what's gonna happen in next month and, yeah, in the next three months. But, yeah, for for now, I think bookmarking that page would help so that you can just easily access that. They might update the Excel file every now and then. Mhmm. Alright. Most welcome. Is there anything else I can assist? Most welcome. You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey. Have a great day. Thank you. Bye bye. Thank you for taking the time to complete this survey. There are two questions, and it will take just a minute or two of your time. You will be asked to provide comments on your experience today following the survey. This is entirely optional. All information obtained will be held in the strictest of confidence. Once I identified an issue, my aged care service desk made it easy to handle and resolve my issue. From a scale of nine being totally agree to one being totally disagree, please select your choice. How much of your effort was required to handle or resolve your request? From a scale of nine being minimal effort to one being a lot of effort, please select your choice. In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone. You may hang up once completed. Please record your message after the tone. When you have finished recording, you can hang up, or press the hash key for additional 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you for contacting My Aged Care service provider and assessor helpline. If you are a member of the public, please press 0 now. We may need to collect personal information on behalf of the Department of Health Disability and Aging. We are authorized to collect this information under the Aged Care Act 2024. Without it, we can only provide you with general information.\n\nTo learn more about how My Aged Care handles personal information, you can view our privacy policy and notices on the privacy page at myagedcare.gov.au. All calls to this service are recorded for training and quality purposes. Please advise your contact center agent if you do not wish for your calls to be recorded. If you are with a client in a nonclinical setting and require assistance, please press 1. For help with the My Aged Care portal, press 2.\n\nIf you're in a hospital setting with a client ready to be discharged, press 3. For all GPMS inquiries, press 4. If you are an aged care assessor and need help with For GPMS access, press 1. For star ratings, press 2. For provider operations, press 3.\n\nFor quality indicators, press 4. For twenty four seven registered nurse requirement, press 5. For care unit targets, press 6. For something else, press thank you. To assist in the verification process, please have your My Aged Care staff ID number ready for when your call is answered.\n\nWe'll connect you with the first available agent. Hi. You're for calling. My name is Mark. How can I help you today?\n\nRight. What is your user ID first, please? Mhmm. Alright. Sorry.\n\nI just have to actually authenticate you in g p m s. Give me a few seconds. Your first and last name, ma'am, please. And the name of the organization you are with? And your email address?\n\nThank you. Alright. Now with regards to your question, they have actually removed the CheMinute target in the GPMS. There is now a link in the health.gov.au website. I'll send you that link.\n\nJust bear with me. GPMS PMS Care Minute Target Care Minute. Where is that? Okay. Alright.\n\nI just sent you an email. There is a link there where you can access the Care Minute Target. So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target. You will also see there the previous months at the bottom. April to June.\n\nI don't let me just check the link. I actually did not check the link. Give me a second. So whatever is in there is basically the only available as of this moment. Give me a second.\n\nApril to June. Yeah. It's in there. You will see there at the bottom. You can you see there your Excel file?\n\nThe bottom, you will see there the ones. Oh, you haven't received it yet? Oh, okay. Okay. Health.gov.au website.\n\nSo this is the government website. So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26. And then it should give you a link there, the first result. Click that, and then it will, yeah, give the link. So you need to search this one, this phrase, care minutes target or targets.\n\nCare minutes targets in individual care sorry. Individual residential care homes. You have to search that in the health.gov.au website. Like, in the actual website, do not search it outside. I'm not sure if it's yep.\n\nThat's the one. That's the one. Mhmm. Yep. Yeah.\n\nUnfortunately, I'm not sure why they did not actually inform the service providers. There's so many calls in regards to this. Yeah, I'm not sure exactly what, yeah, they have done there. But, yeah, we just go with the flow. Got it?\n\nYeah. So just I think you just need to bookmark that that website. Yeah. We don't know exactly what's gonna happen in next month and, yeah, in the next three months. But, yeah, for for now, I think bookmarking that page would help so that you can just easily access that.\n\nThey might update the Excel file every now and then. Mhmm. Alright. Most welcome. Is there anything else I can assist?\n\nMost welcome. You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey. Have a great day. Thank you. Bye bye.\n\nThank you for taking the time to complete this survey. There are two questions, and it will take just a minute or two of your time. You will be asked to provide comments on your experience today following the survey. This is entirely optional. All information obtained will be held in the strictest of confidence.\n\nOnce I identified an issue, my aged care service desk made it easy to handle and resolve my issue. From a scale of nine being totally agree to one being totally disagree, please select your choice. How much of your effort was required to handle or resolve your request? From a scale of nine being minimal effort to one being a lot of effort, please select your choice. In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone.\n\nYou may hang up once completed. Please record your message after the tone. When you have finished recording, you can hang up, or press the hash key for additional options.","paragraphs":[{"sentences":[{"text":"Thank you for contacting My Aged Care service provider and assessor helpline.","start":0.08,"end":4.18,"sentiment":"positive","sentiment_score":0.3794458794097106},{"text":"If you are a member of the public, please press 0 now.","start":4.88,"end":8.58,"sentiment":"neutral","sentiment_score":0.016653250592450302},{"text":"We may need to collect personal information on behalf of the Department of Health Disability and Aging.","start":9.28,"end":14.42,"sentiment":"neutral","sentiment_score":-0.07312716456020579},{"text":"We are authorized to collect this information under the Aged Care Act 2024.","start":15.035,"end":19.615,"sentiment":"neutral","sentiment_score":-0.020612868981865737},{"text":"Without it, we can only provide you with general information.","start":20.075,"end":22.895,"sentiment":"neutral","sentiment_score":-0.17179808542132377}],"sentiment":"neutral","sentiment_score":0.02381374393007718,"num_words":64,"start":0.08,"end":22.895},{"sentences":[{"text":"To learn more about how My Aged Care handles personal information, you can view our privacy policy and notices on the privacy page at myagedcare.gov.au.","start":23.675,"end":34.41,"sentiment":"neutral","sentiment_score":-0.04309676826000214},{"text":"All calls to this service are recorded for training and quality purposes.","start":35.03,"end":38.65,"sentiment":"neutral","sentiment_score":-0.09332753717899323},{"text":"Please advise your contact center agent if you do not wish for your calls to be recorded.","start":39.43,"end":44.195,"sentiment":"neutral","sentiment_score":-0.31515073776245117},{"text":"If you are with a client in a nonclinical setting and require assistance, please press 1.","start":45.055,"end":50.195,"sentiment":"neutral","sentiment_score":-0.09668864961713552},{"text":"For help with the My Aged Care portal, press 2.","start":50.495003,"end":53.715,"sentiment":"neutral","sentiment_score":-0.025848283246159554}],"sentiment":"neutral","sentiment_score":-0.11700516776181757,"num_words":80,"start":23.675,"end":53.715},{"sentences":[{"text":"If you're in a hospital setting with a client ready to be discharged, press 3.","start":54.030003,"end":58.45,"sentiment":"neutral","sentiment_score":-0.056210307280222575},{"text":"For all GPMS inquiries, press 4.","start":58.91,"end":61.81,"sentiment":"neutral","sentiment_score":-0.029808695428073406},{"text":"If you are an aged care assessor and need help with For GPMS access, press 1.","start":62.11,"end":67.33,"sentiment":"neutral","sentiment_score":-0.019711911445483565},{"text":"For star ratings, press 2.","start":67.675,"end":69.775,"sentiment":"neutral","sentiment_score":-0.016437273100018503},{"text":"For provider operations, press 3.","start":70.075,"end":72.575,"sentiment":"neutral","sentiment_score":-0.011865784227848054}],"sentiment":"neutral","sentiment_score":-0.031466226628486145,"num_words":47,"start":54.030003,"end":72.575},{"sentences":[{"text":"For quality indicators, press 4.","start":72.875,"end":75.135,"sentiment":"neutral","sentiment_score":-0.00976887196302414},{"text":"For twenty four seven registered nurse requirement, press 5.","start":75.435,"end":78.895,"sentiment":"neutral","sentiment_score":-0.01133207180019882},{"text":"For care unit targets, press 6.","start":79.195,"end":81.455,"sentiment":"neutral","sentiment_score":-0.008952404682834944},{"text":"For something else, press thank you.","start":81.72,"end":83.82,"sentiment":"neutral","sentiment_score":0.07065119842688243},{"text":"To assist in the verification process, please have your My Aged Care staff ID number ready for when your call is answered.","start":83.96001,"end":90.54,"sentiment":"neutral","sentiment_score":0.02352353066883304}],"sentiment":"neutral","sentiment_score":0.015351613149202118,"num_words":48,"start":72.875,"end":90.54},{"sentences":[{"text":"We'll connect you with the first available agent.","start":90.840004,"end":93.26,"sentiment":"neutral","sentiment_score":0.054126028437167406},{"text":"Hi.","start":97.085,"end":97.245,"sentiment":"neutral","sentiment_score":0.1737062782049179},{"text":"You're for calling.","start":97.245,"end":97.725,"sentiment":"neutral","sentiment_score":0.23524694641431174},{"text":"My name is Mark.","start":97.725,"end":98.445,"sentiment":"neutral","sentiment_score":0.3210904896259308},{"text":"How can I help you today?","start":98.445,"end":99.585,"sentiment":"neutral","sentiment_score":0.28712886075178784}],"sentiment":"neutral","sentiment_score":0.19634502127089284,"num_words":22,"start":90.840004,"end":99.585},{"sentences":[{"text":"Right.","start":120.19,"end":120.69,"sentiment":"neutral","sentiment_score":-0.024574296548962593},{"text":"What is your user ID first, please?","start":121.485,"end":123.425,"sentiment":"neutral","sentiment_score":0.005247212680322784},{"text":"Mhmm.","start":127.325,"end":127.825,"sentiment":"neutral","sentiment_score":0.0011880560778081417},{"text":"Alright.","start":140.1,"end":140.5,"sentiment":"neutral","sentiment_score":0.004710840992629528},{"text":"Sorry.","start":140.5,"end":140.90001,"sentiment":"neutral","sentiment_score":-0.20967018604278564}],"sentiment":"neutral","sentiment_score":-0.017419554250822825,"num_words":11,"start":120.19,"end":140.90001},{"sentences":[{"text":"I just have to actually authenticate you in g p m s.","start":140.90001,"end":145.16,"sentiment":"neutral","sentiment_score":-0.14228944728771845},{"text":"Give me a few seconds.","start":145.94,"end":147.16,"sentiment":"neutral","sentiment_score":-0.026819930970668794},{"text":"Your first and last name, ma'am, please.","start":149.3,"end":150.92,"sentiment":"neutral","sentiment_score":-0.005466175930840629},{"text":"And the name of the organization you are with?","start":153.365,"end":155.785,"sentiment":"neutral","sentiment_score":0.017185818403959274},{"text":"And your email address?","start":164.005,"end":165.30501,"sentiment":"neutral","sentiment_score":0.010800663847476244}],"sentiment":"neutral","sentiment_score":-0.0454584116971976,"num_words":37,"start":140.90001,"end":165.30501},{"sentences":[{"text":"Thank you.","start":171.47,"end":172.29,"sentiment":"positive","sentiment_score":0.514614075422287},{"text":"Alright.","start":172.43,"end":172.83,"sentiment":"neutral","sentiment_score":0.21631073951721191},{"text":"Now with regards to your question, they have actually removed the CheMinute target in the GPMS.","start":172.83,"end":179.25,"sentiment":"neutral","sentiment_score":-0.0844456524355337},{"text":"There is now a link in the health.gov.au website.","start":180.645,"end":184.485,"sentiment":"neutral","sentiment_score":0.012126750416225858},{"text":"I'll send you that link.","start":184.485,"end":185.785,"sentiment":"neutral","sentiment_score":0.05390167608857155}],"sentiment":"neutral","sentiment_score":0.00827447229036779,"num_words":33,"start":171.47,"end":185.785},{"sentences":[{"text":"Just bear with me.","start":185.845,"end":187.305,"sentiment":"neutral","sentiment_score":0.0006147883832454681},{"text":"GPMS PMS Care Minute Target Care Minute.","start":188.805,"end":196.23,"sentiment":"neutral","sentiment_score":0.017612200962113484},{"text":"Where is that?","start":202.61,"end":203.59,"sentiment":"neutral","sentiment_score":-0.010670494909087816},{"text":"Okay.","start":226.06999,"end":226.56999,"sentiment":"neutral","sentiment_score":0.05371128395199776},{"text":"Alright.","start":256.78,"end":257.1,"sentiment":"neutral","sentiment_score":0.12818893790245056}],"sentiment":"neutral","sentiment_score":0.01722708108718507,"num_words":16,"start":185.845,"end":257.1},{"sentences":[{"text":"I just sent you an email.","start":257.1,"end":258.48,"sentiment":"neutral","sentiment_score":0.1679838920632998},{"text":"There is a link there where you can access the Care Minute Target.","start":259.1,"end":262.95502,"sentiment":"neutral","sentiment_score":0.2061859254653637},{"text":"So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target.","start":263.255,"end":272.875,"sentiment":"neutral","sentiment_score":0.13306704060784702},{"text":"You will also see there the previous months at the bottom.","start":283.59,"end":287.995,"sentiment":"neutral","sentiment_score":0.0016277535733851519},{"text":"April to June.","start":292.455,"end":293.57498,"sentiment":"neutral","sentiment_score":-0.047049250453710556}],"sentiment":"neutral","sentiment_score":0.11974229191940639,"num_words":62,"start":257.1,"end":293.57498},{"sentences":[{"text":"I don't let me just check the link.","start":293.57498,"end":295.735,"sentiment":"neutral","sentiment_score":-0.295489065349102},{"text":"I actually did not check the link.","start":295.735,"end":297.435,"sentiment":"neutral","sentiment_score":-0.2503650678055627},{"text":"Give me a second.","start":297.815,"end":298.715,"sentiment":"neutral","sentiment_score":-0.21216866001486778},{"text":"So whatever is in there is basically the only available as of this moment.","start":301.84,"end":306.74,"sentiment":"neutral","sentiment_score":-0.20930248818227223},{"text":"Give me a second.","start":308.56,"end":309.46,"sentiment":"neutral","sentiment_score":-0.08740860596299171}],"sentiment":"neutral","sentiment_score":-0.22283815934851364,"num_words":37,"start":293.57498,"end":309.46},{"sentences":[{"text":"April to June.","start":310.47998,"end":311.28,"sentiment":"neutral","sentiment_score":-0.0519608644147714},{"text":"Yeah.","start":311.28,"end":311.44,"sentiment":"neutral","sentiment_score":-0.02021045982837677},{"text":"It's in there.","start":311.44,"end":312.34,"sentiment":"neutral","sentiment_score":-0.010489293684562048},{"text":"You will see there at the bottom.","start":312.47998,"end":313.68,"sentiment":"neutral","sentiment_score":-0.0019156094640493393},{"text":"You can you see there your Excel file?","start":313.68,"end":315.62,"sentiment":"neutral","sentiment_score":-0.023492420790717006}],"sentiment":"neutral","sentiment_score":-0.01858679848638448,"num_words":22,"start":310.47998,"end":315.62},{"sentences":[{"text":"The bottom, you will see there the ones.","start":315.84,"end":317.62,"sentiment":"neutral","sentiment_score":-0.18292235024273396},{"text":"Oh, you haven't received it yet?","start":318.775,"end":320.635,"sentiment":"neutral","sentiment_score":-0.2113560289144516},{"text":"Oh, okay.","start":322.215,"end":322.795,"sentiment":"neutral","sentiment_score":-0.10859329998493195},{"text":"Okay.","start":325.535,"end":326.035,"sentiment":"neutral","sentiment_score":-0.054141998291015625},{"text":"Health.gov.au website.","start":328.775,"end":330.615,"sentiment":"neutral","sentiment_score":-0.0008286794181913137}],"sentiment":"neutral","sentiment_score":-0.15813162802767597,"num_words":19,"start":315.84,"end":330.615},{"sentences":[{"text":"So this is the government website.","start":330.615,"end":332.315,"sentiment":"neutral","sentiment_score":0.012033686352272829},{"text":"So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26.","start":337.09,"end":346.63,"sentiment":"neutral","sentiment_score":0.03142631550629934},{"text":"And then it should give you a link there, the first result.","start":352.70502,"end":356.165,"sentiment":"neutral","sentiment_score":0.083497972227633},{"text":"Click that, and then it will, yeah, give the link.","start":356.225,"end":360.645,"sentiment":"neutral","sentiment_score":0.05393832549452782},{"text":"So you need to search this one, this phrase, care minutes target or targets.","start":368.44,"end":376.54,"sentiment":"neutral","sentiment_score":-0.058872515335679054}],"sentiment":"neutral","sentiment_score":0.02258365840340654,"num_words":60,"start":330.615,"end":376.54},{"sentences":[{"text":"Care minutes targets in individual care sorry.","start":377.685,"end":383.845,"sentiment":"neutral","sentiment_score":-0.030245907737740448},{"text":"Individual residential care homes.","start":383.845,"end":386.185,"sentiment":"neutral","sentiment_score":-0.04308282025158405},{"text":"You have to search that in the health.gov.au website.","start":388.565,"end":391.625,"sentiment":"neutral","sentiment_score":-0.05439433538251453},{"text":"Like, in the actual website, do not search it outside.","start":392.03998,"end":395.97998,"sentiment":"neutral","sentiment_score":-0.13489897102117537},{"text":"I'm not sure if it's yep.","start":396.44,"end":402.59998,"sentiment":"neutral","sentiment_score":-0.09364211388553183}],"sentiment":"neutral","sentiment_score":-0.07734566797605819,"num_words":36,"start":377.685,"end":402.59998},{"sentences":[{"text":"That's the one.","start":402.59998,"end":403.31998,"sentiment":"neutral","sentiment_score":0.06691212952136993},{"text":"That's the one.","start":403.31998,"end":404.22,"sentiment":"neutral","sentiment_score":0.06275646264354388},{"text":"Mhmm.","start":407.465,"end":407.965,"sentiment":"neutral","sentiment_score":0.013112777844071388},{"text":"Yep.","start":413.305,"end":413.805,"sentiment":"neutral","sentiment_score":0.045278340578079224},{"text":"Yeah.","start":427.44,"end":427.91998,"sentiment":"neutral","sentiment_score":-0.26986604928970337}],"sentiment":"neutral","sentiment_score":0.019725649514132075,"num_words":9,"start":402.59998,"end":427.91998},{"sentences":[{"text":"Unfortunately, I'm not sure why they did not actually inform the service providers.","start":427.91998,"end":432.34,"sentiment":"negative","sentiment_score":-0.5461355929191296},{"text":"There's so many calls in regards to this.","start":432.4,"end":434.775,"sentiment":"negative","sentiment_score":-0.37191685661673546},{"text":"Yeah, I'm not sure exactly what, yeah, they have done there.","start":434.935,"end":438.615,"sentiment":"negative","sentiment_score":-0.33627009933645075},{"text":"But, yeah, we just go with the flow.","start":438.615,"end":440.875,"sentiment":"neutral","sentiment_score":-0.19814403355121613},{"text":"Got it?","start":477.39,"end":478.21002,"sentiment":"neutral","sentiment_score":0.047038497403264046}],"sentiment":"negative","sentiment_score":-0.3634558077901602,"num_words":42,"start":427.91998,"end":478.21002},{"sentences":[{"text":"Yeah.","start":488.27002,"end":488.77002,"sentiment":"neutral","sentiment_score":0.03449317440390587},{"text":"So just I think you just need to bookmark that that website.","start":489.23,"end":493.715,"sentiment":"neutral","sentiment_score":0.021091918150583904},{"text":"Yeah.","start":494.495,"end":494.815,"sentiment":"neutral","sentiment_score":-0.026601361110806465},{"text":"We don't know exactly what's gonna happen in next month and, yeah, in the next three months.","start":494.815,"end":499.45502,"sentiment":"neutral","sentiment_score":-0.13164329616462483},{"text":"But, yeah, for for now, I think bookmarking that page would help so that you can just easily access that.","start":499.45502,"end":506.53,"sentiment":"neutral","sentiment_score":0.045630206493660806}],"sentiment":"neutral","sentiment_score":-0.020869354388731366,"num_words":51,"start":488.27002,"end":506.53},{"sentences":[{"text":"They might update the Excel file every now and then.","start":506.59,"end":510.77,"sentiment":"neutral","sentiment_score":0.04136825799942016},{"text":"Mhmm.","start":511.15,"end":511.65,"sentiment":"neutral","sentiment_score":0.04338409751653671},{"text":"Alright.","start":511.94998,"end":512.44995,"sentiment":"neutral","sentiment_score":0.14046576619148254},{"text":"Most welcome.","start":514.02997,"end":514.67,"sentiment":"positive","sentiment_score":0.4695787578821182},{"text":"Is there anything else I can assist?","start":514.67,"end":516.13,"sentiment":"neutral","sentiment_score":0.2133831147636686}],"sentiment":"neutral","sentiment_score":0.14430341727676846,"num_words":21,"start":506.59,"end":516.13},{"sentences":[{"text":"Most welcome.","start":519.07495,"end":519.635,"sentiment":"positive","sentiment_score":0.3813902288675308},{"text":"You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey.","start":519.635,"end":523.795,"sentiment":"neutral","sentiment_score":0.2864803769267522},{"text":"Have a great day.","start":523.795,"end":524.855,"sentiment":"positive","sentiment_score":0.603541761636734},{"text":"Thank you.","start":525.15497,"end":525.95496,"sentiment":"neutral","sentiment_score":0.30360403656959534},{"text":"Bye bye.","start":525.95496,"end":526.615,"sentiment":"neutral","sentiment_score":0.18338635563850403}],"sentiment":"neutral","sentiment_score":0.3222060580220487,"num_words":36,"start":519.07495,"end":526.615},{"sentences":[{"text":"Thank you for taking the time to complete this survey.","start":528.27496,"end":531.415,"sentiment":"positive","sentiment_score":0.5108482301235199},{"text":"There are two questions, and it will take just a minute or two of your time.","start":532.13,"end":536.71,"sentiment":"neutral","sentiment_score":0.31116899009793997},{"text":"You will be asked to provide comments on your experience today following the survey.","start":537.49,"end":542.31,"sentiment":"neutral","sentiment_score":0.20325016336781637},{"text":"This is entirely optional.","start":543.01,"end":544.87,"sentiment":"neutral","sentiment_score":0.14680304378271103},{"text":"All information obtained will be held in the strictest of confidence.","start":545.765,"end":549.305,"sentiment":"neutral","sentiment_score":0.1700134582140229}],"sentiment":"neutral","sentiment_score":0.27981906628066844,"num_words":55,"start":528.27496,"end":549.305},{"sentences":[{"text":"Once I identified an issue, my aged care service desk made it easy to handle and resolve my issue.","start":549.605,"end":556.265,"sentiment":"neutral","sentiment_score":0.16663328930735588},{"text":"From a scale of nine being totally agree to one being totally disagree, please select your choice.","start":556.72504,"end":563.49,"sentiment":"neutral","sentiment_score":-0.034173533977831114},{"text":"How much of your effort was required to handle or resolve your request?","start":565.87,"end":569.97,"sentiment":"neutral","sentiment_score":-0.05033898181640185},{"text":"From a scale of nine being minimal effort to one being a lot of effort, please select your choice.","start":570.50995,"end":577.04504,"sentiment":"neutral","sentiment_score":-0.027314452160345882},{"text":"In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone.","start":580.54504,"end":589.445,"sentiment":"neutral","sentiment_score":0.07151081874966621}],"sentiment":"neutral","sentiment_score":0.03440291971288702,"num_words":93,"start":549.605,"end":589.445},{"sentences":[{"text":"You may hang up once completed.","start":589.88,"end":591.82,"sentiment":"neutral","sentiment_score":-0.004486589382092158},{"text":"Please record your message after the tone.","start":592.51996,"end":595.1,"sentiment":"neutral","sentiment_score":0.01745974245880331},{"text":"When you have finished recording, you can hang up, or press the hash key for additional options.","start":595.56,"end":600.77997,"sentiment":"neutral","sentiment_score":0.0405738474253346}],"sentiment":"neutral","sentiment_score":0.026168468904991946,"num_words":30,"start":589.88,"end":600.77997}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for contacting My Aged Care service provider and assessor helpline. If you are a member of the public, please press 0 now. We may need to collect personal information on behalf of the Department of Health Disability and Aging. We are authorized to collect this information under the Aged Care Act 2024. Without it, we can only provide you with general information.\n\nTo learn more about how My Aged Care handles personal information, you can view our privacy policy and notices on the privacy page at myagedcare.gov.au. All calls to this service are recorded for training and quality purposes. Please advise your contact center agent if you do not wish for your calls to be recorded. If you are with a client in a nonclinical setting and require assistance, please press 1. For help with the My Aged Care portal, press 2.\n\nIf you're in a hospital setting with a client ready to be discharged, press 3. For all GPMS inquiries, press 4. If you are an aged care assessor and need help with For GPMS access, press 1. For star ratings, press 2. For provider operations, press 3.\n\nFor quality indicators, press 4. For twenty four seven registered nurse requirement, press 5. For care unit targets, press 6. For something else, press thank you. To assist in the verification process, please have your My Aged Care staff ID number ready for when your call is answered.\n\nWe'll connect you with the first available agent. Hi. You're for calling. My name is Mark. How can I help you today?\n\nChannel 0: Hello. Yeah. My name is David Burns. I am general manager of Cullabar Care. I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere.\n\nThey seem to have gone. So I'm ringing to see if you can help.\n\nChannel 1: Right. What is your user ID first, please?\n\nChannel 0: My staff member ID\n\nChannel 1: Mhmm.\n\nChannel 0: is DF412906.\n\nChannel 1: Alright. Sorry. I just have to actually authenticate you in g p m s. Give me a few seconds. Your first and last name, ma'am, please.\n\nChannel 0: Yeah. David Burns.\n\nChannel 1: And the name of the organization you are with?\n\nChannel 0: Mandurah retirement valid village.\n\nChannel 1: And your email address?\n\nChannel 0: It's mburns@kilobar.org.au.\n\nChannel 1: Thank you. Alright. Now with regards to your question, they have actually removed the CheMinute target in the GPMS. There is now a link in the health.gov.au website. I'll send you that link.\n\nJust bear with me. GPMS PMS Care Minute Target Care Minute. Where is that? Okay. Alright.\n\nI just sent you an email. There is a link there where you can access the Care Minute Target. So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target.\n\nChannel 0: Okay. And this is the target for the period April to June?\n\nChannel 1: You will also see there the previous months\n\nChannel 0: Yeah. I'm only\n\nChannel 1: at\n\nChannel 0: interested\n\nChannel 1: the bottom.\n\nChannel 0: in the in the target for April to June.\n\nChannel 1: April to June. I don't let me just check the link. I actually did not check the link. Give me a second. So whatever is in there is basically the only available as of this moment.\n\nGive me a second. April to June. Yeah. It's in there. You will see there at the bottom.\n\nYou can you see there your Excel file? The bottom,\n\nChannel 0: It hasn't\n\nChannel 1: you will see there\n\nChannel 0: it\n\nChannel 1: the\n\nChannel 0: hasn't\n\nChannel 1: ones.\n\nChannel 0: come through yet.\n\nChannel 1: Oh, you haven't received it yet?\n\nChannel 0: No.\n\nChannel 1: Oh, okay.\n\nChannel 0: What what's the\n\nChannel 1: Okay.\n\nChannel 0: what what's the website it's taking me to?\n\nChannel 1: Health.gov.au website. So this is the government website.\n\nChannel 0: Yeah. And then where do I go after that?\n\nChannel 1: So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26.\n\nChannel 0: Oh,\n\nChannel 1: And then it should give you a link there, the first result. Click that, and then it will, yeah, give the link.\n\nChannel 0: Can I get funding changes April? No.\n\nChannel 1: So you need to search this one, this phrase, care minutes target or targets. Care minutes targets in individual care sorry. Individual residential care homes. You have to search that in the health.gov.au website. Like, in the actual website, do not search it outside.\n\nI'm not sure\n\nChannel 0: Came\n\nChannel 1: if\n\nChannel 0: to\n\nChannel 1: it's\n\nChannel 0: target an individual resident on financial year 2526.\n\nChannel 1: yep. That's\n\nChannel 0: Yes.\n\nChannel 1: the one. That's the one.\n\nChannel 0: Publication date.\n\nChannel 1: Mhmm.\n\nChannel 0: It opens up in Excel.\n\nChannel 1: Yep.\n\nChannel 0: Wow. This is not this is not this is hard to get to.\n\nChannel 1: Yeah. Unfortunately, I'm not sure why they did not actually inform the service providers. There's so many calls in regards\n\nChannel 0: I bet.\n\nChannel 1: to this. Yeah, I'm not sure exactly what, yeah, they have done there. But, yeah, we just go with the flow.\n\nChannel 0: Okay. Bear with me one second just to make sure I've got this. If I then stick a filter on this and filter by state and then filter by the large number of beds. Manda Retirement Village, Filavar Care. Here it is.\n\nI can see it. Okay.\n\nChannel 1: Got it?\n\nChannel 0: So so in three months' time, when I need to refind this, do I I just I just search that phrase, do I?\n\nChannel 1: Yeah. So just I think you just need to bookmark that that website. Yeah. We don't know exactly what's gonna happen in next month and, yeah, in the next three months. But, yeah, for for now, I think bookmarking that page would help so that you can\n\nChannel 0: Okay.\n\nChannel 1: just easily access that. They might\n\nChannel 0: Alright.\n\nChannel 1: update the Excel file every now\n\nChannel 0: Yep.\n\nChannel 1: and then. Mhmm. Alright.\n\nChannel 0: Alrighty. That's great. Thanks for your help.\n\nChannel 1: Most welcome. Is there anything else I can assist?\n\nChannel 0: No. That's been very helpful. Thank you.\n\nChannel 1: Most welcome. You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey. Have a great day.\n\nChannel 0: Thanks.\n\nChannel 1: Thank\n\nChannel 0: Bye.\n\nChannel 1: you. Bye bye. Thank you for taking the time to complete this survey. There are two questions, and it will take just a minute or two of your time. You will be asked to provide comments on your experience today following the survey.\n\nThis is entirely optional. All information obtained will be held in the strictest of confidence. Once I identified an issue, my aged care service desk made it easy to handle and resolve my issue. From a scale of nine being totally agree to one being totally disagree, please select your choice. How much of your effort was required to handle or resolve your request?\n\nFrom a scale of nine being minimal effort to one being a lot of effort, please select your choice. In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone. You may hang up once completed. Please record your message after the tone. When you have finished recording, you can hang up, or press the hash key for additional options.\n\nChannel 0: The operator today was very helpful, and the issue got resolved quickly once I've called them today. However, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers. Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were. Thank you.","paragraphs":[{"sentences":[{"text":"Thank you for contacting My Aged Care service provider and assessor helpline.","start":0.08,"end":4.18,"sentiment":"positive","sentiment_score":0.3794458794097106},{"text":"If you are a member of the public, please press 0 now.","start":4.88,"end":8.58,"sentiment":"neutral","sentiment_score":0.016653250592450302},{"text":"We may need to collect personal information on behalf of the Department of Health Disability and Aging.","start":9.28,"end":14.42,"sentiment":"neutral","sentiment_score":-0.07312716456020579},{"text":"We are authorized to collect this information under the Aged Care Act 2024.","start":15.035,"end":19.615,"sentiment":"neutral","sentiment_score":-0.020612868981865737},{"text":"Without it, we can only provide you with general 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Care staff ID number ready for when your call is answered.","start":83.96001,"end":90.54,"sentiment":"neutral","sentiment_score":0.02352353066883304}],"sentiment":"neutral","sentiment_score":0.015351613149202118,"channel":1,"num_words":48,"start":72.875,"end":90.54},{"sentences":[{"text":"We'll connect you with the first available agent.","start":90.840004,"end":93.26,"sentiment":"neutral","sentiment_score":0.054126028437167406},{"text":"Hi.","start":97.085,"end":97.245,"sentiment":"neutral","sentiment_score":0.1737062782049179},{"text":"You're for calling.","start":97.245,"end":97.725,"sentiment":"neutral","sentiment_score":0.23524694641431174},{"text":"My name is Mark.","start":97.725,"end":98.445,"sentiment":"neutral","sentiment_score":0.3210904896259308},{"text":"How can I help you today?","start":98.445,"end":99.585,"sentiment":"neutral","sentiment_score":0.28712886075178784}],"sentiment":"neutral","sentiment_score":0.19634502127089284,"channel":1,"num_words":22,"start":90.840004,"end":99.585},{"sentences":[{"text":"Hello.","start":100.045,"end":100.445,"sentiment":"neutral","sentiment_score":0.03352656215429306},{"text":"Yeah.","start":100.445,"end":100.765,"sentiment":"neutral","sentiment_score":0.01012575626373291},{"text":"My name is David Burns.","start":100.765,"end":102.30499,"sentiment":"neutral","sentiment_score":-0.006215433776378633},{"text":"I am general manager of Cullabar Care.","start":103.16499,"end":106.384995,"sentiment":"neutral","sentiment_score":0.012171924646411623},{"text":"I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere.","start":106.524994,"end":115.76,"sentiment":"neutral","sentiment_score":-0.17160806576571158}],"sentiment":"neutral","sentiment_score":-0.11604603148168988,"channel":0,"num_words":45,"start":100.045,"end":115.76},{"sentences":[{"text":"They seem to have gone.","start":115.76,"end":116.9,"sentiment":"negative","sentiment_score":-0.3680891156196594},{"text":"So I'm ringing to see if you can help.","start":117.28001,"end":119.22,"sentiment":"neutral","sentiment_score":-0.0550768772761027}],"sentiment":"neutral","sentiment_score":-0.16686696239880153,"channel":0,"num_words":14,"start":115.76,"end":119.22},{"sentences":[{"text":"Right.","start":120.19,"end":120.69,"sentiment":"neutral","sentiment_score":-0.024574296548962593},{"text":"What is your user ID first, please?","start":121.485,"end":123.425,"sentiment":"neutral","sentiment_score":0.005247212680322784}],"sentiment":"neutral","sentiment_score":0.0015195240266621113,"channel":1,"num_words":8,"start":120.19,"end":123.425},{"sentences":[{"text":"My staff member ID","start":124.72,"end":126.740005,"sentiment":"neutral","sentiment_score":-0.003110891208052635}],"sentiment":"neutral","sentiment_score":-0.003110891208052635,"channel":0,"num_words":4,"start":124.72,"end":126.740005},{"sentences":[{"text":"Mhmm.","start":127.325,"end":127.825,"sentiment":"neutral","sentiment_score":0.0011880560778081417}],"sentiment":"neutral","sentiment_score":0.0011880560778081417,"channel":1,"num_words":1,"start":127.325,"end":127.825},{"sentences":[{"text":"is DF412906.","start":128.66501,"end":134.205,"sentiment":"neutral","sentiment_score":0.0026459763757884502}],"sentiment":"neutral","sentiment_score":0.0026459763757884502,"channel":0,"num_words":2,"start":128.66501,"end":134.205},{"sentences":[{"text":"Alright.","start":140.1,"end":140.5,"sentiment":"neutral","sentiment_score":0.004710840992629528},{"text":"Sorry.","start":140.5,"end":140.90001,"sentiment":"neutral","sentiment_score":-0.20967018604278564},{"text":"I just have to actually authenticate you in g p m s.","start":140.90001,"end":145.16,"sentiment":"neutral","sentiment_score":-0.14228944728771845},{"text":"Give me a few seconds.","start":145.94,"end":147.16,"sentiment":"neutral","sentiment_score":-0.026819930970668794},{"text":"Your first and last name, ma'am, please.","start":149.3,"end":150.92,"sentiment":"neutral","sentiment_score":-0.005466175930840629}],"sentiment":"neutral","sentiment_score":-0.08018444611046177,"channel":1,"num_words":26,"start":140.1,"end":150.92},{"sentences":[{"text":"Yeah.","start":151.28,"end":151.6,"sentiment":"neutral","sentiment_score":0.022395608946681023},{"text":"David Burns.","start":151.6,"end":152.66,"sentiment":"neutral","sentiment_score":0.01708504930138588}],"sentiment":"neutral","sentiment_score":0.018855235849817593,"channel":0,"num_words":3,"start":151.28,"end":152.66},{"sentences":[{"text":"And the name of the organization you are with?","start":153.365,"end":155.785,"sentiment":"neutral","sentiment_score":0.017185818403959274}],"sentiment":"neutral","sentiment_score":0.017185818403959274,"channel":1,"num_words":9,"start":153.365,"end":155.785},{"sentences":[{"text":"Mandurah retirement valid village.","start":157.795,"end":159.735,"sentiment":"neutral","sentiment_score":0.019691211637109518}],"sentiment":"neutral","sentiment_score":0.019691211637109518,"channel":0,"num_words":4,"start":157.795,"end":159.735},{"sentences":[{"text":"And your email address?","start":164.005,"end":165.30501,"sentiment":"neutral","sentiment_score":0.010800663847476244}],"sentiment":"neutral","sentiment_score":0.010800663847476244,"channel":1,"num_words":4,"start":164.005,"end":165.30501},{"sentences":[{"text":"It's mburns@kilobar.org.au.","start":166.1,"end":170.92,"sentiment":"neutral","sentiment_score":0.019702052231878042}],"sentiment":"neutral","sentiment_score":0.019702052231878042,"channel":0,"num_words":2,"start":166.1,"end":170.92},{"sentences":[{"text":"Thank you.","start":171.47,"end":172.29,"sentiment":"positive","sentiment_score":0.514614075422287},{"text":"Alright.","start":172.43,"end":172.83,"sentiment":"neutral","sentiment_score":0.21631073951721191},{"text":"Now with regards to your question, they have actually removed the CheMinute target in the GPMS.","start":172.83,"end":179.25,"sentiment":"neutral","sentiment_score":-0.0844456524355337},{"text":"There is now a link in the health.gov.au website.","start":180.645,"end":184.485,"sentiment":"neutral","sentiment_score":0.012126750416225858},{"text":"I'll send you that link.","start":184.485,"end":185.785,"sentiment":"neutral","sentiment_score":0.05390167608857155}],"sentiment":"neutral","sentiment_score":0.00827447229036779,"channel":1,"num_words":33,"start":171.47,"end":185.785},{"sentences":[{"text":"Just bear with me.","start":185.845,"end":187.305,"sentiment":"neutral","sentiment_score":0.0006147883832454681},{"text":"GPMS PMS Care Minute Target Care Minute.","start":188.805,"end":196.23,"sentiment":"neutral","sentiment_score":0.017612200962113484},{"text":"Where is that?","start":202.61,"end":203.59,"sentiment":"neutral","sentiment_score":-0.010670494909087816},{"text":"Okay.","start":226.06999,"end":226.56999,"sentiment":"neutral","sentiment_score":0.05371128395199776},{"text":"Alright.","start":256.78,"end":257.1,"sentiment":"neutral","sentiment_score":0.12818893790245056}],"sentiment":"neutral","sentiment_score":0.01722708108718507,"channel":1,"num_words":16,"start":185.845,"end":257.1},{"sentences":[{"text":"I just sent you an email.","start":257.1,"end":258.48,"sentiment":"neutral","sentiment_score":0.1679838920632998},{"text":"There is a link there where you can access the Care Minute Target.","start":259.1,"end":262.95502,"sentiment":"neutral","sentiment_score":0.2061859254653637},{"text":"So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target.","start":263.255,"end":272.875,"sentiment":"neutral","sentiment_score":0.13306704060784702}],"sentiment":"neutral","sentiment_score":0.15723467835535607,"channel":1,"num_words":48,"start":257.1,"end":272.875},{"sentences":[{"text":"Okay.","start":278.315,"end":278.795,"sentiment":"neutral","sentiment_score":0.06639804691076279},{"text":"And this is the target for the period April to June?","start":278.795,"end":282.49503,"sentiment":"neutral","sentiment_score":0.04362427324733951}],"sentiment":"neutral","sentiment_score":0.04552208771929145,"channel":0,"num_words":12,"start":278.315,"end":282.49503},{"sentences":[{"text":"You will also see there the previous months","start":283.59,"end":285.77,"sentiment":"neutral","sentiment_score":0.014042162336409092}],"sentiment":"neutral","sentiment_score":0.014042162336409092,"channel":1,"num_words":8,"start":283.59,"end":285.77},{"sentences":[{"text":"Yeah.","start":286.61,"end":286.93,"sentiment":"neutral","sentiment_score":-0.011562073603272438},{"text":"I'm only","start":286.93,"end":287.33,"sentiment":"neutral","sentiment_score":-0.06876910850405693}],"sentiment":"neutral","sentiment_score":-0.0497000968704621,"channel":0,"num_words":3,"start":286.61,"end":287.33},{"sentences":[{"text":"at","start":287.175,"end":287.335,"sentiment":"neutral","sentiment_score":-0.06690658628940582}],"sentiment":"neutral","sentiment_score":-0.06690658628940582,"channel":1,"num_words":1,"start":287.175,"end":287.335},{"sentences":[{"text":"interested","start":287.33,"end":287.83,"sentiment":"neutral","sentiment_score":-0.05822258070111275}],"sentiment":"neutral","sentiment_score":-0.05822258070111275,"channel":0,"num_words":1,"start":287.33,"end":287.83},{"sentences":[{"text":"the bottom.","start":287.335,"end":287.995,"sentiment":"neutral","sentiment_score":-0.01376271154731512}],"sentiment":"neutral","sentiment_score":-0.01376271154731512,"channel":1,"num_words":2,"start":287.335,"end":287.995},{"sentences":[{"text":"in the in the target for April to June.","start":288.21,"end":291.19,"sentiment":"neutral","sentiment_score":-0.0219120422585143}],"sentiment":"neutral","sentiment_score":-0.0219120422585143,"channel":0,"num_words":9,"start":288.21,"end":291.19},{"sentences":[{"text":"April to June.","start":292.455,"end":293.57498,"sentiment":"neutral","sentiment_score":-0.047049250453710556},{"text":"I don't let me just check the link.","start":293.57498,"end":295.735,"sentiment":"neutral","sentiment_score":-0.295489065349102},{"text":"I actually did not check the link.","start":295.735,"end":297.435,"sentiment":"neutral","sentiment_score":-0.2503650678055627},{"text":"Give me a second.","start":297.815,"end":298.715,"sentiment":"neutral","sentiment_score":-0.21216866001486778},{"text":"So whatever is in there is basically the only available as of this moment.","start":301.84,"end":306.74,"sentiment":"neutral","sentiment_score":-0.20930248818227223}],"sentiment":"neutral","sentiment_score":-0.22323681176122692,"channel":1,"num_words":36,"start":292.455,"end":306.74},{"sentences":[{"text":"Give me a second.","start":308.56,"end":309.46,"sentiment":"neutral","sentiment_score":-0.08740860596299171},{"text":"April to June.","start":310.47998,"end":311.28,"sentiment":"neutral","sentiment_score":-0.0519608644147714},{"text":"Yeah.","start":311.28,"end":311.44,"sentiment":"neutral","sentiment_score":-0.02021045982837677},{"text":"It's in there.","start":311.44,"end":312.34,"sentiment":"neutral","sentiment_score":-0.010489293684562048},{"text":"You will see there at the bottom.","start":312.47998,"end":313.68,"sentiment":"neutral","sentiment_score":-0.0019156094640493393}],"sentiment":"neutral","sentiment_score":-0.03170025690148274,"channel":1,"num_words":18,"start":308.56,"end":313.68},{"sentences":[{"text":"You can you see there your Excel file?","start":313.68,"end":315.62,"sentiment":"neutral","sentiment_score":-0.023492420790717006},{"text":"The bottom,","start":315.84,"end":316.32,"sentiment":"neutral","sentiment_score":-0.09039939939975739}],"sentiment":"neutral","sentiment_score":-0.03687381651252508,"channel":1,"num_words":10,"start":313.68,"end":316.32},{"sentences":[{"text":"It hasn't","start":316.15,"end":316.81,"sentiment":"neutral","sentiment_score":-0.20357084274291992}],"sentiment":"neutral","sentiment_score":-0.20357084274291992,"channel":0,"num_words":2,"start":316.15,"end":316.81},{"sentences":[{"text":"you will see there","start":316.32,"end":316.96,"sentiment":"neutral","sentiment_score":-0.19922903180122375}],"sentiment":"neutral","sentiment_score":-0.19922903180122375,"channel":1,"num_words":4,"start":316.32,"end":316.96},{"sentences":[{"text":"it","start":316.87,"end":317.11,"sentiment":"neutral","sentiment_score":-0.22372029721736908}],"sentiment":"neutral","sentiment_score":-0.22372029721736908,"channel":0,"num_words":1,"start":316.87,"end":317.11},{"sentences":[{"text":"the","start":316.96,"end":317.12,"sentiment":"neutral","sentiment_score":-0.24932201206684113}],"sentiment":"neutral","sentiment_score":-0.24932201206684113,"channel":1,"num_words":1,"start":316.96,"end":317.12},{"sentences":[{"text":"hasn't","start":317.11,"end":317.35,"sentiment":"neutral","sentiment_score":-0.20569473505020144}],"sentiment":"neutral","sentiment_score":-0.20569473505020144,"channel":0,"num_words":1,"start":317.11,"end":317.35},{"sentences":[{"text":"ones.","start":317.12,"end":317.62,"sentiment":"neutral","sentiment_score":-0.23634186387062073}],"sentiment":"neutral","sentiment_score":-0.23634186387062073,"channel":1,"num_words":1,"start":317.12,"end":317.62},{"sentences":[{"text":"come 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website.","start":330.615,"end":332.315,"sentiment":"neutral","sentiment_score":0.012033686352272829}],"sentiment":"neutral","sentiment_score":0.008818094909656793,"channel":1,"num_words":8,"start":328.775,"end":332.315},{"sentences":[{"text":"Yeah.","start":333.01498,"end":333.25497,"sentiment":"neutral","sentiment_score":0.02429753355681896},{"text":"And then where do I go after that?","start":333.25497,"end":335.115,"sentiment":"neutral","sentiment_score":0.007344810292124748}],"sentiment":"neutral","sentiment_score":0.009228446210424105,"channel":0,"num_words":9,"start":333.01498,"end":335.115},{"sentences":[{"text":"So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26.","start":337.09,"end":346.63,"sentiment":"neutral","sentiment_score":0.03142631550629934}],"sentiment":"neutral","sentiment_score":0.03142631550629934,"channel":1,"num_words":18,"start":337.09,"end":346.63},{"sentences":[{"text":"Oh,","start":349.50998,"end":350.00998,"sentiment":"neutral","sentiment_score":0.0669904351234436}],"sentiment":"neutral","sentiment_score":0.0669904351234436,"channel":0,"num_words":1,"start":349.50998,"end":350.00998},{"sentences":[{"text":"And then it should give you a link there, the first result.","start":352.70502,"end":356.165,"sentiment":"neutral","sentiment_score":0.083497972227633},{"text":"Click that, and then it will, yeah, give the link.","start":356.225,"end":360.645,"sentiment":"neutral","sentiment_score":0.05393832549452782}],"sentiment":"neutral","sentiment_score":0.07006176916713064,"channel":1,"num_words":22,"start":352.70502,"end":360.645},{"sentences":[{"text":"Can I get funding changes 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website, do not search it outside.","start":392.03998,"end":395.97998,"sentiment":"neutral","sentiment_score":-0.13489897102117537}],"sentiment":"neutral","sentiment_score":-0.06924560405737297,"channel":1,"num_words":44,"start":368.44,"end":395.97998},{"sentences":[{"text":"I'm not 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confidence.","start":545.765,"end":549.305,"sentiment":"neutral","sentiment_score":0.1700134582140229},{"text":"Once I identified an issue, my aged care service desk made it easy to handle and resolve my issue.","start":549.605,"end":556.265,"sentiment":"neutral","sentiment_score":0.16663328930735588},{"text":"From a scale of nine being totally agree to one being totally disagree, please select your choice.","start":556.72504,"end":563.49,"sentiment":"neutral","sentiment_score":-0.034173533977831114},{"text":"How much of your effort was required to handle or resolve your request?","start":565.87,"end":569.97,"sentiment":"neutral","sentiment_score":-0.05033898181640185}],"sentiment":"neutral","sentiment_score":0.06856306048575789,"channel":1,"num_words":64,"start":543.01,"end":569.97},{"sentences":[{"text":"From a scale of nine being minimal effort to one being a lot of effort, please select your choice.","start":570.50995,"end":577.04504,"sentiment":"neutral","sentiment_score":-0.027314452160345882},{"text":"In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone.","start":580.54504,"end":589.445,"sentiment":"neutral","sentiment_score":0.07151081874966621},{"text":"You may hang up once completed.","start":589.88,"end":591.82,"sentiment":"neutral","sentiment_score":-0.004486589382092158},{"text":"Please record your message after the tone.","start":592.51996,"end":595.1,"sentiment":"neutral","sentiment_score":0.01745974245880331},{"text":"When you have finished recording, you can hang up, or press the hash key for additional options.","start":595.56,"end":600.77997,"sentiment":"neutral","sentiment_score":0.0405738474253346}],"sentiment":"neutral","sentiment_score":0.027754728984389757,"channel":1,"num_words":74,"start":570.50995,"end":600.77997},{"sentences":[{"text":"The operator today was very helpful, and the issue got resolved quickly once I've called them today.","start":602.425,"end":607.96497,"sentiment":"positive","sentiment_score":0.5277868416160345},{"text":"However, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers.","start":608.25,"end":619.31,"sentiment":"negative","sentiment_score":-0.46383787403183596},{"text":"Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were.","start":619.92896,"end":626.269,"sentiment":"neutral","sentiment_score":-0.16205099299550058},{"text":"Thank you.","start":626.329,"end":627.069,"sentiment":"neutral","sentiment_score":0.188251331448555}],"sentiment":"neutral","sentiment_score":-0.11815878549324614,"channel":0,"num_words":70,"start":602.425,"end":627.069}]},"summary":{"result":"success","short":"The customer is calling My Aged Care service provider and job center to find out the names of their healthcare providers for the upcoming quarter. The representative provides the customer with the necessary information and guides them through finding the relevant website to find the care minute targets. The representative also confirms that many providers have been calling to find out where their care minute targets are."},"intents":{"segments":[{"text":"We may need to collect personal information on behalf of the Department of Health Disability and Aging. We are authorized to collect this information under the Aged Care Act 2024.","start_word":24,"end_word":53,"intents":[{"intent":"Collect information and information","confidence_score":0.000089477755}]},{"text":"We'll connect you with the first available agent. Hi.","start_word":239,"end_word":247,"intents":[{"intent":"Connect with agent","confidence_score":0.64686704}]},{"text":"Hello. Yeah. My name is David Burns. I am general manager of Cullabar Care. I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere. They seem to have gone. So I'm ringing to see if you can help. Right.","start_word":261,"end_word":320,"intents":[{"intent":"Access gpms","confidence_score":0.003476344}]},{"text":"My name is David Burns. I am general manager of Cullabar Care. I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere. They seem to have gone. So I'm ringing to see if you can help. Right.","start_word":263,"end_word":320,"intents":[{"intent":"Find care minute targets","confidence_score":0.73901284}]},{"text":"What is your user ID first, please?","start_word":322,"end_word":328,"intents":[{"intent":"Assist user","confidence_score":0.008277045},{"intent":"Provide user id","confidence_score":0.013001817},{"intent":"Identify and verify account","confidence_score":1.6418274e-7}]},{"text":"Your first and last name, ma'am, please. Yeah. David Burns.","start_word":354,"end_word":363,"intents":[{"intent":"Provide name","confidence_score":0.44503853}]},{"text":"It's mburns@kilobar.org.au. Thank you.","start_word":381,"end_word":384,"intents":[{"intent":"Provide email address","confidence_score":0.52178466},{"intent":"Confirm email","confidence_score":0.013958577},{"intent":"Send email","confidence_score":0.0006894757}]},{"text":"Now with regards to your question, they have actually removed the CheMinute target in the GPMS. There is now a link in the health.gov.au website. I'll send you that link. Just bear with me.","start_word":386,"end_word":419,"intents":[{"intent":"Send link","confidence_score":0.09573637},{"intent":"Send link","confidence_score":0.0011167084}]},{"text":"There is now a link in the health.gov.au website. I'll send you that link. Just bear with me.","start_word":402,"end_word":419,"intents":[{"intent":"Update link","confidence_score":0.0018226743}]},{"text":"I just sent you an email. There is a link there where you can access the Care Minute Target. So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target. Okay.","start_word":432,"end_word":480,"intents":[{"intent":"Access care minute target","confidence_score":0.78045386},{"intent":"Access excel file","confidence_score":0.10053755}]},{"text":"I don't let me just check the link. I actually did not check the link.","start_word":519,"end_word":533,"intents":[{"intent":"Check link","confidence_score":0.52732515},{"intent":"Check link","confidence_score":0.38350558}]},{"text":"what what's the website it's taking me to? Health.gov.au website.","start_word":607,"end_word":616,"intents":[{"intent":"Update website","confidence_score":0.017300071},{"intent":"Find website","confidence_score":0.11625492}]},{"text":"So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26.","start_word":631,"end_word":648,"intents":[{"intent":"Search care minutes targets","confidence_score":0.46217328},{"intent":"Search care minutes targets","confidence_score":0.050697267},{"intent":"Search individual care homes","confidence_score":0.018599387}]},{"text":"Can I get funding changes April? No.","start_word":672,"end_word":678,"intents":[{"intent":"Get funding changes","confidence_score":0.48517993},{"intent":"Get funding changes","confidence_score":0.09547558}]},{"text":"So just I think you just need to bookmark that that website. Yeah.","start_word":884,"end_word":896,"intents":[{"intent":"Bookmark website","confidence_score":0.1104641}]},{"text":"They might Alright. update the Excel file every now Yep.","start_word":935,"end_word":944,"intents":[{"intent":"Access excel file","confidence_score":0.17175041}]},{"text":"You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey. Have a great day.","start_word":974,"end_word":1003,"intents":[{"intent":"Answer survey","confidence_score":0.007108459}]},{"text":"Thank you for taking the time to complete this survey. There are two questions, and it will take just a minute or two of your time. You will be asked to provide comments on your experience today following the survey. This is entirely optional.","start_word":1010,"end_word":1053,"intents":[{"intent":"Provide feedback","confidence_score":0.3624868}]}]},"sentiments":{"segments":[{"text":"Thank you for contacting My Aged Care service provider and assessor helpline.","start_word":0,"end_word":11,"sentiment":"positive","sentiment_score":0.3847628235816955},{"text":"If you are a member of the public, please press 0 now. We may need to collect personal information on behalf of the Department of Health Disability and Aging. We are authorized to collect this information under the Aged Care Act 2024. Without it, we can only provide you with general information. To learn more about how My Aged Care handles personal information, you can view our privacy policy and notices on the privacy page at myagedcare.gov.au. All calls to this service are recorded for training and quality purposes. Please advise your contact center agent if you do not wish for your calls to be recorded. If you are with a client in a nonclinical setting and require assistance, please press 1. For help with the My Aged Care portal, press 2. If you're in a hospital setting with a client ready to be discharged, press 3. For all GPMS inquiries, press 4. If you are an aged care assessor and need help with For GPMS access, press 1. For star ratings, press 2. For provider operations, press 3. For quality indicators, press 4. For twenty four seven registered nurse requirement, press 5. For care unit targets, press 6. For something else, press thank you. To assist in the verification process, please have your My Aged Care staff ID number ready for when your call is answered. We'll connect you with the first available agent. Hi. You're for calling. My name is Mark. How can I help you today? Hello. Yeah. My name is David Burns. I am general manager of Cullabar Care. I'm just trying to find our Care Minute targets for the forthcoming quarter, which I would have historically gone to the GPMS and got them, but I can't see them anywhere.","start_word":12,"end_word":305,"sentiment":"neutral","sentiment_score":-0.04402793198823929},{"text":"They seem to have gone.","start_word":306,"end_word":310,"sentiment":"negative","sentiment_score":-0.3654574155807495},{"text":"So I'm ringing to see if you can help. Right. What is your user ID first, please? My staff member ID Mhmm. is DF412906. Alright. Sorry. I just have to actually authenticate you in g p m s. Give me a few seconds. Your first and last name, ma'am, please. Yeah. David Burns. And the name of the organization you are with? Mandurah retirement valid village. And your email address? It's mburns@kilobar.org.au.","start_word":311,"end_word":382,"sentiment":"neutral","sentiment_score":-0.023088987916707993},{"text":"Thank you.","start_word":383,"end_word":384,"sentiment":"positive","sentiment_score":0.510536789894104},{"text":"Alright. Now with regards to your question, they have actually removed the CheMinute target in the GPMS. There is now a link in the health.gov.au website. I'll send you that link. Just bear with me. GPMS PMS Care Minute Target Care Minute. Where is that? Okay. Alright. I just sent you an email. There is a link there where you can access the Care Minute Target. So it's basically a link to a p d to an Excel file where you can look for your organization, and you will see there the Care Minute Target. Okay. And this is the target for the period April to June? You will also see there the previous months Yeah. I'm only at interested the bottom. in the in the target for April to June. April to June. I don't let me just check the link. I actually did not check the link. Give me a second. So whatever is in there is basically the only available as of this moment. Give me a second. April to June. Yeah. It's in there. You will see there at the bottom. You can you see there your Excel file? The bottom, It hasn't you will see there it the hasn't ones. come through yet. Oh, you haven't received it yet? No. Oh, okay. What what's the Okay. what what's the website it's taking me to? Health.gov.au website. So this is the government website. Yeah. And then where do I go after that? So you have to search Care Minute targets in individual residential care homes, financial year 2025 to '26. Oh, And then it should give you a link there, the first result. Click that, and then it will, yeah, give the link. Can I get funding changes April? No. So you need to search this one, this phrase, care minutes target or targets. Care minutes targets in individual care sorry. Individual residential care homes. You have to search that in the health.gov.au website. Like, in the actual website, do not search it outside. I'm not sure Came if to it's target an individual resident on financial year 2526. yep. That's Yes. the one. That's the one. Publication date. Mhmm. It opens up in Excel. Yep. Wow. This is not this is not this is hard to get to. Yeah.","start_word":385,"end_word":768,"sentiment":"neutral","sentiment_score":-0.028393710817908868},{"text":"Unfortunately, I'm not sure why they did not actually inform the service providers. There's so many calls in regards I bet. to this.","start_word":769,"end_word":791,"sentiment":"negative","sentiment_score":-0.4653981029987335},{"text":"Yeah, I'm not sure exactly what, yeah, they have done there. But, yeah, we just go with the flow. Okay. Bear with me one second just to make sure I've got this. If I then stick a filter on this and filter by state and then filter by the large number of beds. Manda Retirement Village, Filavar Care. Here it is. I can see it. Okay. Got it? So so in three months' time, when I need to refind this, do I I just I just search that phrase, do I? Yeah. So just I think you just need to bookmark that that website. Yeah. We don't know exactly what's gonna happen in next month and, yeah, in the next three months. But, yeah, for for now, I think bookmarking that page would help so that you can Okay. just easily access that. They might Alright. update the Excel file every now Yep. and then. Mhmm. Alright. Alrighty.","start_word":792,"end_word":949,"sentiment":"neutral","sentiment_score":-0.026022482826963917},{"text":"That's great. Thanks for your help. Most welcome.","start_word":950,"end_word":957,"sentiment":"positive","sentiment_score":0.6780362129211426},{"text":"Is there anything else I can assist? No. That's been very helpful.","start_word":958,"end_word":969,"sentiment":"neutral","sentiment_score":0.22761832177639008},{"text":"Thank you. Most welcome.","start_word":970,"end_word":973,"sentiment":"positive","sentiment_score":0.4477860629558563},{"text":"You will receive an email with the case number of the call, and at the end of this call, you'll be transferred to a short survey.","start_word":974,"end_word":999,"sentiment":"neutral","sentiment_score":0.28449776768684387},{"text":"Have a great day. Thanks.","start_word":1000,"end_word":1004,"sentiment":"positive","sentiment_score":0.5537575483322144},{"text":"Thank Bye. you. Bye bye.","start_word":1005,"end_word":1009,"sentiment":"neutral","sentiment_score":0.25047728419303894},{"text":"Thank you for taking the time to complete this survey.","start_word":1010,"end_word":1019,"sentiment":"positive","sentiment_score":0.5081734657287598},{"text":"There are two questions, and it will take just a minute or two of your time. You will be asked to provide comments on your experience today following the survey. This is entirely optional. All information obtained will be held in the strictest of confidence. Once I identified an issue, my aged care service desk made it easy to handle and resolve my issue. From a scale of nine being totally agree to one being totally disagree, please select your choice. How much of your effort was required to handle or resolve your request? From a scale of nine being minimal effort to one being a lot of effort, please select your choice. In your own words, please comment on your overall experience based on the level of ease to handle or resolve your issue after the tone. You may hang up once completed. Please record your message after the tone. When you have finished recording, you can hang up, or press the hash key for additional options.","start_word":1020,"end_word":1187,"sentiment":"neutral","sentiment_score":0.08415468782186508},{"text":"The operator today was very helpful, and the issue got resolved quickly once I've called them today.","start_word":1188,"end_word":1204,"sentiment":"positive","sentiment_score":0.54135662317276},{"text":"However, looking at available information on the web, it was not there as to how to find CareMinute targets, and I cannot see any communication that has come out to providers.","start_word":1205,"end_word":1235,"sentiment":"negative","sentiment_score":-0.4333652853965759},{"text":"Additionally, the operator also confirmed that many providers have been calling wanting to know where their care minute targets were.","start_word":1236,"end_word":1255,"sentiment":"neutral","sentiment_score":-0.16670623421669006},{"text":"Thank you.","start_word":1256,"end_word":1257,"sentiment":"positive","sentiment_score":0.4729163646697998}],"average":{"sentiment":"neutral","sentiment_score":-0.0012004010718177215}}}}