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And, Tina, can I please ask you to confirm your full name and date of birth and address, please? Thank you so much, Tina. I appreciate that. I'm phoning today just to go through some of your insurance questions. I believe that you have some questions that you wanted to run through. How can I help? Okay. Yep. Of course. Of course. Who would you would you like to for you to send it out to you for signing? Would you like us to pre fill that for you to send it out for you to Yeah. And who would you like your beneficiary to be? Okay. And do you wanna fill any details, or would you like them to give them to me and we can prefill them for you? Okay. That's absolutely fine. We can do that. So did you want to your your superannuation fund also to him? Okay. That's great. I can definitely get a form out. I have access to an email I mean, a printer where you can print them, or would you like us to post them? Okay. That can certainly do that. How else can I help you? Yes. Late. Yep. Yeah. Because I can definitely put forward information. What I'll do, and just to provide some peace of mind for you in relation to that, I myself also have a mental health exclusion on my policies. It's standard practice with insurance companies when you're going through even what they call situational events, which is what you would call divorce, not to have a mental health issue. It's just that you're going through a situational experience where you need some help to navigate that, which is absolutely something that everyone should advocate for. So there's no what what do you call it? People always put a a negative connotation on it. It's not a bad I think I'm gonna ask you is a couple of questions. I will pass them on to Jack to find out if we can get it removed. I think he he may have some additional questions which may require him to confirm with you. If that's the case, is an email the best way to do that? Yeah. No. I we absolutely understand that. So when was the last time you saw your therapist? Yeah. And during that time, did you take any medication, or was it just talk therapy? Yeah. Yep. Talk therapy. Okay. Alright. And you've had no ongoing symptoms or need to see them again? Yep. Yeah. I absolutely agree. I absolutely agree. I think, you know, we see a GP to get our checkups. I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well. I don't that there should be any connotation attached to that. So the that I will definitely work with my colleague to see what we can and get those forms sent out to you. Do you have any other questions that we can help with or anything that you need to Of course. So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation. Who's in the area? His name is Jack. MetLife to find out what and he contact communication for you. And able to return any of that information, the quicker he'll be able to get a Jack if Jack needs any additional information, reach out to you via and that in we will be able to get a decision from MetLife. Beautiful. Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP. Thank you. 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Hello? Is that better? Okay. Tina, before I go any further, just need to let you know that our call is for coaching purposes.\n\nOkay? Fantastic. And, Tina, can I please ask you to confirm your full name and date of birth and address, please? Thank you so much, Tina. I appreciate that.\n\nI'm phoning today just to go through some of your insurance questions. I believe that you have some questions that you wanted to run through. How can I help? Okay. Yep.\n\nOf course. Of course. Who would you would you like to for you to send it out to you for signing? Would you like us to pre fill that for you to send it out for you to Yeah. And who would you like your beneficiary to be?\n\nOkay. And do you wanna fill any details, or would you like them to give them to me and we can prefill them for you? Okay. That's absolutely fine. We can do that.\n\nSo did you want to your your superannuation fund also to him? Okay. That's great. I can definitely get a form out. I have access to an email I mean, a printer where you can print them, or would you like us to post them?\n\nOkay. That can certainly do that. How else can I help you? Yes. Late.\n\nYep. Yeah. Because I can definitely put forward information. What I'll do, and just to provide some peace of mind for you in relation to that, I myself also have a mental health exclusion on my policies. It's standard practice with insurance companies when you're going through even what they call situational events, which is what you would call divorce, not to have a mental health issue.\n\nIt's just that you're going through a situational experience where you need some help to navigate that, which is absolutely something that everyone should advocate for. So there's no what what do you call it? People always put a a negative connotation on it. It's not a bad I think I'm gonna ask you is a couple of questions. I will pass them on to Jack to find out if we can get it removed.\n\nI think he he may have some additional questions which may require him to confirm with you. If that's the case, is an email the best way to do that? Yeah. No. I we absolutely understand that.\n\nSo when was the last time you saw your therapist? Yeah. And during that time, did you take any medication, or was it just talk therapy? Yeah. Yep.\n\nTalk therapy. Okay. Alright. And you've had no ongoing symptoms or need to see them again? Yep.\n\nYeah. I absolutely agree. I absolutely agree. I think, you know, we see a GP to get our checkups. I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well.\n\nI don't that there should be any connotation attached to that. So the that I will definitely work with my colleague to see what we can and get those forms sent out to you. Do you have any other questions that we can help with or anything that you need to Of course. So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation. Who's in the area?\n\nHis name is Jack. MetLife to find out what and he contact communication for you. And able to return any of that information, the quicker he'll be able to get a Jack if Jack needs any additional information, reach out to you via and that in we will be able to get a decision from MetLife. Beautiful. Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP.\n\nThank you. Bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.0,"end":0.5,"sentiment":"neutral","sentiment_score":0.022976545616984367},{"text":"Hello?","start":7.52,"end":8.02,"sentiment":"neutral","sentiment_score":0.07598566263914108},{"text":"Is that better?","start":8.08,"end":8.98,"sentiment":"neutral","sentiment_score":0.11472586294015248},{"text":"Okay.","start":15.335,"end":15.835,"sentiment":"neutral","sentiment_score":0.1031915694475174},{"text":"Tina, before I go any further, just need to let you know that our call is for coaching purposes.","start":16.215,"end":20.795,"sentiment":"neutral","sentiment_score":0.045098941479074325}],"sentiment":"neutral","sentiment_score":0.0561284501850605,"num_words":25,"start":0.0,"end":20.795},{"sentences":[{"text":"Okay?","start":21.335,"end":21.835,"sentiment":"neutral","sentiment_score":0.06500418484210968},{"text":"Fantastic.","start":24.055,"end":24.555,"sentiment":"positive","sentiment_score":0.7141638994216919},{"text":"And, Tina, 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that?","start":284.42,"end":287.63,"sentiment":"neutral","sentiment_score":-0.005811180453747511},{"text":"Yeah.","start":287.63,"end":288.13,"sentiment":"neutral","sentiment_score":-0.04418095946311951},{"text":"No.","start":294.965,"end":295.285,"sentiment":"neutral","sentiment_score":-0.2311178147792816},{"text":"I we absolutely understand that.","start":295.285,"end":297.225,"sentiment":"neutral","sentiment_score":-0.2253709465265274}],"sentiment":"neutral","sentiment_score":-0.06114921964251915,"num_words":37,"start":277.285,"end":297.225},{"sentences":[{"text":"So when was the last time you saw your therapist?","start":297.365,"end":312.42,"sentiment":"neutral","sentiment_score":-0.13371105007827283},{"text":"Yeah.","start":312.42,"end":312.92,"sentiment":"neutral","sentiment_score":-0.03587004169821739},{"text":"And during that time, did you take any medication, or was it just talk therapy?","start":313.62,"end":318.845,"sentiment":"neutral","sentiment_score":-0.07372139145930608},{"text":"Yeah.","start":321.465,"end":321.965,"sentiment":"neutral","sentiment_score":0.012289026752114296},{"text":"Yep.","start":322.185,"end":322.685,"sentiment":"neutral","sentiment_score":0.02711387723684311}],"sentiment":"neutral","sentiment_score":-0.08712137537077069,"num_words":28,"start":297.365,"end":322.685},{"sentences":[{"text":"Talk therapy.","start":324.025,"end":324.76498,"sentiment":"neutral","sentiment_score":0.021253407932817936},{"text":"Okay.","start":325.705,"end":326.205,"sentiment":"neutral","sentiment_score":0.05315405875444412},{"text":"Alright.","start":330.92,"end":331.40002,"sentiment":"neutral","sentiment_score":0.07017762213945389},{"text":"And you've had no ongoing symptoms or need to see them again?","start":331.40002,"end":335.58002,"sentiment":"neutral","sentiment_score":-0.004751134663820267},{"text":"Yep.","start":341.80002,"end":342.255,"sentiment":"neutral","sentiment_score":-0.10453269630670547}],"sentiment":"neutral","sentiment_score":0.00025248144041089453,"num_words":17,"start":324.025,"end":342.255},{"sentences":[{"text":"Yeah.","start":357.87003,"end":358.37003,"sentiment":"neutral","sentiment_score":0.07238775491714478},{"text":"I absolutely agree.","start":360.91,"end":362.29,"sentiment":"neutral","sentiment_score":0.1726282685995102},{"text":"I absolutely agree.","start":362.43002,"end":363.87003,"sentiment":"neutral","sentiment_score":0.2611156602700551},{"text":"I think, you know, we see a GP to get our checkups.","start":363.87003,"end":367.01,"sentiment":"neutral","sentiment_score":0.17888942236701647},{"text":"I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well.","start":367.39,"end":373.77502,"sentiment":"neutral","sentiment_score":0.1717038208246231}],"sentiment":"neutral","sentiment_score":0.1775656393305822,"num_words":44,"start":357.87003,"end":373.77502},{"sentences":[{"text":"I don't that there should be any connotation attached to that.","start":373.77502,"end":380.17502,"sentiment":"neutral","sentiment_score":-0.059648902917450126},{"text":"So the that I will definitely work with my colleague to see what we can and get those forms sent out to you.","start":380.17502,"end":391.06998,"sentiment":"neutral","sentiment_score":0.1926711360397546},{"text":"Do you have any other questions that we can help with or anything that you need to Of course.","start":391.44998,"end":414.6,"sentiment":"neutral","sentiment_score":0.14947357577712914},{"text":"So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation.","start":414.9,"end":420.6,"sentiment":"neutral","sentiment_score":0.12038353348479551},{"text":"Who's in the area?","start":421.06,"end":422.44,"sentiment":"neutral","sentiment_score":0.03948262147605419}],"sentiment":"neutral","sentiment_score":0.1191857661045081,"num_words":74,"start":373.77502,"end":422.44},{"sentences":[{"text":"His name is Jack.","start":422.66,"end":423.72,"sentiment":"neutral","sentiment_score":0.05040992144495249},{"text":"MetLife to find out what and he contact communication for you.","start":426.175,"end":439.01,"sentiment":"neutral","sentiment_score":0.07159511033784259},{"text":"And able to return any of that information, the quicker he'll be able to get a Jack if Jack needs any additional information, reach out to you via and that in we will be able to get a decision from MetLife.","start":439.55,"end":470.11002,"sentiment":"neutral","sentiment_score":0.1640067051914407},{"text":"Beautiful.","start":473.37,"end":473.77002,"sentiment":"positive","sentiment_score":0.8287296295166016},{"text":"Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP.","start":473.77002,"end":479.68893,"sentiment":"positive","sentiment_score":0.814599310650545}],"sentiment":"neutral","sentiment_score":0.3025726854448786,"num_words":74,"start":422.66,"end":479.68893},{"sentences":[{"text":"Thank you.","start":482.46893,"end":483.18893,"sentiment":"positive","sentiment_score":0.6775409281253815},{"text":"Bye.","start":483.18893,"end":483.68893,"sentiment":"positive","sentiment_score":0.3441373109817505}],"sentiment":"positive","sentiment_score":0.5664063890775045,"num_words":3,"start":482.46893,"end":483.68893}]}}]},{"alternatives":[{"transcript":"Hi, Jenna. A little bit better. Let's give it a go. Yep. All good. Tina Haley Susana Carpenter. Twenty eighth of April eight nineteen eighty two. And my address is 49 A Monash Parade, C Y, In South Wales 2099. Yeah. Yeah. I've got a couple of questions. So, well, so firstly, I I need to change the beneficiary on my life insurance policy. So I just need the paperwork to get that done. Sorry. Come again? Yes, please. So it's currently got my my ex husband there, so I'm just going to remove him. But I will I've got a new partner now, so I'll I'll put him on there. I'll I'll just fill them in myself. He's got a very long name, and that will be a very long process to get it right. Yes, please. You can just email them to me, and I'll print them and get them filled filled in. And second thing is so I I have a exclusion on my TPD cover, I think, on mental health. And the reason for that was because well, at the time, I was going through my divorce, so I had a I was seeing a therapist to work through that that period of time. And then at the time, I think when I spoke, I think it was your colleague or someone else who I spoke to about the the insurance policy, and they said that could be reviewed in two weeks two years' time. So, obviously, I would like that that exclusion to be removed because well, in my opinion, there was no grounds to put it in there in the first place because I've never had any mental health issues. But that because I had a mental health plan with my p p, which was to go through the divorce, that's why it was put in there. So so I'm wondering if you could help with that. Mhmm. Yep. Yep. Yeah. Email tends to be the best because, yeah, phone phone calls tend to be hard to organize these days. I can find the exact date, but it would have been, like, maybe a year and a half ago. It was just talk therapy. No. I mean, like you said, people tend to think there's a negative aspect to being a therapist, but I always see it as a as more of a positive. So you're pre you know, proactively doing preventive work for for finding the right tools to manage things. But I haven't had the I haven't had the needs since then. So I've been able to just kind of, you know, see a u. Yeah. Yeah. Yeah. Okay. I think everything else was pretty pretty much still, you know, relevant. So I'm happy with the coverage, and I don't think that needs to be reviewed. That's just those two things. So Mhmm. Mhmm. Sorry. Could you repeat that? The lines have cut off. Okay. Great. Okay. Great. Thank you. Likewise. Thank you. Yes. 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Jenna. A little bit better. Let's give it a go. Yep. All good.\n\nTina Haley Susana Carpenter. Twenty eighth of April eight nineteen eighty two. And my address is 49 A Monash Parade, C Y, In South Wales 2099. Yeah. Yeah.\n\nI've got a couple of questions. So, well, so firstly, I I need to change the beneficiary on my life insurance policy. So I just need the paperwork to get that done. Sorry. Come again?\n\nYes, please. So it's currently got my my ex husband there, so I'm just going to remove him. But I will I've got a new partner now, so I'll I'll put him on there. I'll I'll just fill them in myself. He's got a very long name, and that will be a very long process to get it right.\n\nYes, please. You can just email them to me, and I'll print them and get them filled filled in. And second thing is so I I have a exclusion on my TPD cover, I think, on mental health. And the reason for that was because well, at the time, I was going through my divorce, so I had a I was seeing a therapist to work through that that period of time. And then at the time, I think when I spoke, I think it was your colleague or someone else who I spoke to about the the insurance policy, and they said that could be reviewed in two weeks two years' time.\n\nSo, obviously, I would like that that exclusion to be removed because well, in my opinion, there was no grounds to put it in there in the first place because I've never had any mental health issues. But that because I had a mental health plan with my p p, which was to go through the divorce, that's why it was put in there. So so I'm wondering if you could help with that. Mhmm. Yep.\n\nYep. Yeah. Email tends to be the best because, yeah, phone phone calls tend to be hard to organize these days. I can find the exact date, but it would have been, like, maybe a year and a half ago. It was just talk therapy.\n\nNo. I mean, like you said, people tend to think there's a negative aspect to being a therapist, but I always see it as a as more of a positive. So you're pre you know, proactively doing preventive work for for finding the right tools to manage things. But I haven't had the I haven't had the needs since then. So I've been able to just kind of, you know, see a u.\n\nYeah. Yeah. Yeah. Okay. I think everything else was pretty pretty much still, you know, relevant.\n\nSo I'm happy with the coverage, and I don't think that needs to be reviewed. That's just those two things. So Mhmm. Mhmm. Sorry.\n\nCould you repeat that? The lines have cut off. Okay. Great. Okay.\n\nGreat. Thank you. Likewise. Thank you. Yes.\n\nBye bye.","paragraphs":[{"sentences":[{"text":"Hi, Jenna.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.0797739028930664},{"text":"A little bit better.","start":10.24,"end":11.78,"sentiment":"neutral","sentiment_score":0.14970872178673744},{"text":"Let's give it a go.","start":12.08,"end":13.299999,"sentiment":"neutral","sentiment_score":0.20500158965587617},{"text":"Yep.","start":22.565,"end":23.065,"sentiment":"neutral","sentiment_score":0.20668703317642212},{"text":"All good.","start":24.005001,"end":24.744999,"sentiment":"positive","sentiment_score":0.6132485568523407}],"sentiment":"neutral","sentiment_score":0.22975534200668335,"num_words":14,"start":4.7999997,"end":24.744999},{"sentences":[{"text":"Tina Haley Susana Carpenter.","start":31.939999,"end":34.28,"sentiment":"neutral","sentiment_score":0.021429423708468676},{"text":"Twenty eighth of April eight nineteen eighty 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myself.","start":117.09,"end":118.85,"sentiment":"neutral","sentiment_score":0.023347337064998492},{"text":"He's got a very long name, and that will be a very long process to get it right.","start":118.85,"end":123.509995,"sentiment":"neutral","sentiment_score":-0.33228399356206256}],"sentiment":"neutral","sentiment_score":-0.11310296936623626,"num_words":59,"start":89.58,"end":123.509995},{"sentences":[{"text":"Yes, please.","start":135.935,"end":136.835,"sentiment":"neutral","sentiment_score":0.18845025449991226},{"text":"You can just email them to me, and I'll print them and get them filled filled in.","start":149.72,"end":154.3,"sentiment":"neutral","sentiment_score":0.1989460289478302},{"text":"And second thing is so I I have a exclusion on my TPD cover, I think, on mental health.","start":160.69499,"end":169.90001,"sentiment":"neutral","sentiment_score":-0.19649161908187365},{"text":"And the reason for that was because well, at the time, I was going through my divorce, so I had a I was seeing a therapist to work through that that period of time.","start":169.90001,"end":181.68001,"sentiment":"neutral","sentiment_score":-0.19291043851305456},{"text":"And then at the time, I think when I spoke, I think it was your colleague or someone else who I spoke to about the the insurance policy, and they said that could be reviewed in two weeks two years' time.","start":182.47499,"end":193.375,"sentiment":"neutral","sentiment_score":-0.07757092966902547}],"sentiment":"neutral","sentiment_score":-0.0859621308612085,"num_words":113,"start":135.935,"end":193.375},{"sentences":[{"text":"So, obviously, I would like that that exclusion to be removed because well, in my opinion, there was no grounds to put it in there in the first place because I've never had any mental health issues.","start":195.48,"end":207.65999,"sentiment":"neutral","sentiment_score":-0.16790111473685987},{"text":"But that because I had a mental health plan with my p p, which was to go through the divorce, that's why it was put in there.","start":207.71999,"end":215.905,"sentiment":"neutral","sentiment_score":-0.07632150983920803},{"text":"So so I'm wondering if you could help with that.","start":215.905,"end":219.205,"sentiment":"neutral","sentiment_score":0.005152112618088722},{"text":"Mhmm.","start":272.325,"end":272.825,"sentiment":"neutral","sentiment_score":-0.10748408734798431},{"text":"Yep.","start":277.605,"end":278.105,"sentiment":"neutral","sentiment_score":-0.034995827823877335}],"sentiment":"neutral","sentiment_score":-0.11005237894622903,"num_words":76,"start":195.48,"end":278.105},{"sentences":[{"text":"Yep.","start":284.73,"end":285.23,"sentiment":"neutral","sentiment_score":-0.00565759465098381},{"text":"Yeah.","start":288.09,"end":288.49,"sentiment":"neutral","sentiment_score":-0.07374419271945953},{"text":"Email tends to be the best because, yeah, phone phone calls tend to be hard to organize these days.","start":288.49,"end":293.95,"sentiment":"neutral","sentiment_score":-0.24076071303141744},{"text":"I can find the exact date, but it would have been, like, maybe a year and a half ago.","start":305.63498,"end":310.67,"sentiment":"neutral","sentiment_score":-0.15832472945514478},{"text":"It was just talk therapy.","start":319.21,"end":320.66998,"sentiment":"neutral","sentiment_score":-0.08104410171508789}],"sentiment":"neutral","sentiment_score":-0.17927212673756812,"num_words":45,"start":284.73,"end":320.66998},{"sentences":[{"text":"No.","start":337.16,"end":337.56,"sentiment":"neutral","sentiment_score":-0.25279298424720764},{"text":"I mean, like you said, people tend to think there's a negative aspect to being a therapist, but I always see it as a as more of a positive.","start":337.56,"end":345.88,"sentiment":"neutral","sentiment_score":0.1486410560279057},{"text":"So you're pre you know, proactively doing preventive work for for finding the right tools to manage things.","start":345.88,"end":352.76498,"sentiment":"positive","sentiment_score":0.39221397207842934},{"text":"But I haven't had the I haven't had the needs since then.","start":352.76498,"end":357.10498,"sentiment":"neutral","sentiment_score":-0.2085243115822474},{"text":"So I've been able to just kind of, you know, see a u.","start":357.485,"end":362.625,"sentiment":"neutral","sentiment_score":0.12325774133205414}],"sentiment":"neutral","sentiment_score":0.13996860323703453,"num_words":73,"start":337.16,"end":362.625},{"sentences":[{"text":"Yeah.","start":362.84497,"end":363.34497,"sentiment":"neutral","sentiment_score":0.25804534554481506},{"text":"Yeah.","start":376.405,"end":376.905,"sentiment":"neutral","sentiment_score":-0.017386293038725853},{"text":"Yeah.","start":387.365,"end":387.865,"sentiment":"neutral","sentiment_score":0.12027929723262788},{"text":"Okay.","start":391.73,"end":392.23,"sentiment":"neutral","sentiment_score":0.18633663654327393},{"text":"I think everything else was pretty pretty much still, you know, relevant.","start":400.93,"end":405.07498,"sentiment":"neutral","sentiment_score":0.16846818228562674}],"sentiment":"neutral","sentiment_score":0.16055582335684448,"num_words":16,"start":362.84497,"end":405.07498},{"sentences":[{"text":"So I'm happy with the coverage, and I don't think that needs to be reviewed.","start":405.615,"end":409.85498,"sentiment":"neutral","sentiment_score":0.2562655285000801},{"text":"That's just those two things.","start":409.85498,"end":410.97498,"sentiment":"neutral","sentiment_score":0.1523028865456581},{"text":"So Mhmm.","start":410.97498,"end":429.515,"sentiment":"neutral","sentiment_score":0.07762005180120468},{"text":"Mhmm.","start":435.3825,"end":435.8825,"sentiment":"neutral","sentiment_score":0.05755024403333664},{"text":"Sorry.","start":449.27,"end":449.59,"sentiment":"neutral","sentiment_score":-0.08852794766426086}],"sentiment":"neutral","sentiment_score":0.19707332334170738,"num_words":24,"start":405.615,"end":449.59},{"sentences":[{"text":"Could you repeat that?","start":449.59,"end":450.47,"sentiment":"neutral","sentiment_score":-0.11692091822624207},{"text":"The lines have cut off.","start":450.47,"end":451.69,"sentiment":"negative","sentiment_score":-0.3459150791168213},{"text":"Okay.","start":459.175,"end":459.57498,"sentiment":"neutral","sentiment_score":0.007125601172447205},{"text":"Great.","start":459.57498,"end":460.07498,"sentiment":"neutral","sentiment_score":0.07729770243167877},{"text":"Okay.","start":471.01498,"end":471.41498,"sentiment":"positive","sentiment_score":0.5042170286178589}],"sentiment":"neutral","sentiment_score":-0.13405156135559082,"num_words":12,"start":449.59,"end":471.41498},{"sentences":[{"text":"Great.","start":471.41498,"end":471.91498,"sentiment":"positive","sentiment_score":0.8541371822357178},{"text":"Thank you.","start":472.15,"end":472.88998,"sentiment":"positive","sentiment_score":0.8514667749404907},{"text":"Likewise.","start":480.55,"end":481.05,"sentiment":"positive","sentiment_score":0.4868283271789551},{"text":"Thank you.","start":481.11,"end":481.84998,"sentiment":"positive","sentiment_score":0.7385562360286713},{"text":"Yes.","start":483.99,"end":484.31,"sentiment":"neutral","sentiment_score":0.2167174071073532}],"sentiment":"positive","sentiment_score":0.67681841978005,"num_words":7,"start":471.41498,"end":484.31},{"sentences":[{"text":"Bye bye.","start":484.31,"end":484.97,"sentiment":"neutral","sentiment_score":0.0026588961482048035}],"sentiment":"neutral","sentiment_score":0.0026588961482048035,"num_words":2,"start":484.31,"end":484.97}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hello?\n\nChannel 1: Hi, Jenna.\n\nChannel 0: Hello? Is that better?\n\nChannel 1: A little bit better. Let's give it a go.\n\nChannel 0: Okay. Tina, before I go any further, just need to let you know that our call is for coaching purposes. Okay?\n\nChannel 1: Yep. All\n\nChannel 0: Fantastic.\n\nChannel 1: good.\n\nChannel 0: And, Tina, can I please ask you to confirm your full name and date of birth and address, please?\n\nChannel 1: Tina Haley Susana Carpenter. Twenty eighth of April eight nineteen eighty two. And my address is 49 A Monash Parade, C Y, In South Wales 2099.\n\nChannel 0: Thank you so much, Tina. I appreciate that. I'm phoning today just to go through some of your insurance questions. I believe that you have some questions that you\n\nChannel 1: Yeah.\n\nChannel 0: wanted to run through.\n\nChannel 1: Yeah. I've\n\nChannel 0: How\n\nChannel 1: got a couple\n\nChannel 0: can I\n\nChannel 1: of\n\nChannel 0: help?\n\nChannel 1: questions. So, well, so firstly, I I need to change the beneficiary on my life insurance policy.\n\nChannel 0: Okay.\n\nChannel 1: So I just\n\nChannel 0: Yep.\n\nChannel 1: need the paperwork to get that done.\n\nChannel 0: Of course. Of course. Who would you would you like to for you\n\nChannel 1: Sorry. Come\n\nChannel 0: to\n\nChannel 1: again?\n\nChannel 0: send it out to you for signing? Would you like us to pre fill that for you to send it out for you to\n\nChannel 1: Yes, please.\n\nChannel 0: Yeah. And who would you like your beneficiary to be?\n\nChannel 1: So it's currently got my my ex husband there, so I'm just going to remove him. But I will I've got a new partner now, so I'll I'll put him on there.\n\nChannel 0: Okay. And do you wanna fill any details, or would you like them to give them to me and we can prefill them for you?\n\nChannel 1: I'll I'll just fill them in myself. He's got a very long name, and that will be a very long process to get it right.\n\nChannel 0: Okay. That's absolutely fine. We can do that. So did you want to your your superannuation fund also to him?\n\nChannel 1: Yes, please.\n\nChannel 0: Okay. That's great. I can definitely get a form out. I have access to an email I mean, a printer where you can print them, or would you like us to post them?\n\nChannel 1: You can just email them to me, and I'll print them and get them filled filled\n\nChannel 0: Okay.\n\nChannel 1: in.\n\nChannel 0: That can certainly do that. How else can I help you?\n\nChannel 1: And second thing is so I I have a exclusion on my TPD cover, I think, on mental health. And the reason for that was because well, at the time, I was going through my divorce, so I had a I was seeing a therapist to work through that that period of time.\n\nChannel 0: Yes.\n\nChannel 1: And then at the time, I think when I spoke, I think it was your colleague or someone else who I spoke to about the the insurance policy, and they said that could be reviewed in two weeks two years' time. So, obviously,\n\nChannel 0: Late.\n\nChannel 1: I would like that that exclusion to be removed\n\nChannel 0: Yep.\n\nChannel 1: because well, in my opinion, there was no grounds to put it in there in the first place because I've never had any mental health issues. But that because I had a mental health plan with my p p, which was to go through the divorce, that's why it\n\nChannel 0: Yeah.\n\nChannel 1: was put in there. So so I'm wondering\n\nChannel 0: Because\n\nChannel 1: if you could help with that.\n\nChannel 0: I can definitely put forward information. What I'll do, and just to provide some peace of mind for you in relation to that, I myself also have a mental health exclusion on my policies. It's standard practice with insurance companies when you're going through even what they call situational events, which is what you would call divorce, not to have a mental health issue. It's just that you're going through a situational experience where you need some help to navigate that, which is absolutely something that everyone should advocate for. So there's no what what do you call it?\n\nPeople always put a a negative connotation on it. It's not a bad I think I'm gonna ask you is a couple of questions.\n\nChannel 1: Mhmm.\n\nChannel 0: I will pass them on to Jack to find out if we can get it removed. I think\n\nChannel 1: Yep.\n\nChannel 0: he he may have some additional questions which may require him to confirm with you. If that's\n\nChannel 1: Yep.\n\nChannel 0: the case, is an email the best way to do that? Yeah.\n\nChannel 1: Yeah. Email tends to be the best because, yeah, phone phone calls tend to be hard to organize these days.\n\nChannel 0: No. I we absolutely understand that. So when was the last time you saw your\n\nChannel 1: I can find the exact date, but it would have been, like, maybe a year and a half ago.\n\nChannel 0: therapist? Yeah. And during that time, did you take any medication, or was it just talk therapy?\n\nChannel 1: It was just talk therapy.\n\nChannel 0: Yeah. Yep. Talk therapy. Okay. Alright.\n\nAnd you've had no ongoing symptoms or need to see them again?\n\nChannel 1: No. I mean, like you said, people tend to think there's a negative aspect\n\nChannel 0: Yep.\n\nChannel 1: to being a therapist, but I always see it as a as more of a positive. So you're pre you know, proactively doing preventive work for for finding the right tools to manage things. But I haven't had the I haven't had the needs since then. So I've\n\nChannel 0: Yeah.\n\nChannel 1: been able to just kind of,\n\nChannel 0: I\n\nChannel 1: you\n\nChannel 0: absolutely\n\nChannel 1: know, see\n\nChannel 0: agree.\n\nChannel 1: a u.\n\nChannel 0: I absolutely\n\nChannel 1: Yeah.\n\nChannel 0: agree. I think, you know, we see a GP to get our checkups. I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well. I don't that there should be any\n\nChannel 1: Yeah.\n\nChannel 0: connotation attached to that. So the that I will definitely work with my colleague to see what we can and\n\nChannel 1: Yeah.\n\nChannel 0: get those forms sent out to you. Do\n\nChannel 1: Okay.\n\nChannel 0: you have any other questions that we can help with or anything that you need to\n\nChannel 1: I think everything else was pretty pretty much still, you know, relevant. So I'm happy with the coverage, and I don't think that needs to be reviewed. That's just those two things. So\n\nChannel 0: Of course. So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation. Who's in the area? His name is Jack. MetLife to find out what\n\nChannel 1: Mhmm.\n\nChannel 0: and he contact\n\nChannel 1: Mhmm.\n\nChannel 0: communication for you. And able to return any of that information, the quicker he'll be able to get a\n\nChannel 1: Sorry. Could you repeat that? The lines have cut off.\n\nChannel 0: Jack if Jack needs any additional information, reach out to you via\n\nChannel 1: Okay. Great.\n\nChannel 0: and that in we will be able to get a decision from MetLife.\n\nChannel 1: Okay. Great. Thank you.\n\nChannel 0: Beautiful. Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP.\n\nChannel 1: Likewise. Thank you.\n\nChannel 0: Thank you. Bye.\n\nChannel 1: Yes. Bye bye.","paragraphs":[{"sentences":[{"text":"Hello?","start":0.0,"end":0.5,"sentiment":"neutral","sentiment_score":0.022976545616984367}],"sentiment":"neutral","sentiment_score":0.022976545616984367,"channel":0,"num_words":1,"start":0.0,"end":0.5},{"sentences":[{"text":"Hi, Jenna.","start":4.7999997,"end":5.54,"sentiment":"neutral","sentiment_score":0.0797739028930664}],"sentiment":"neutral","sentiment_score":0.0797739028930664,"channel":1,"num_words":2,"start":4.7999997,"end":5.54},{"sentences":[{"text":"Hello?","start":7.52,"end":8.02,"sentiment":"neutral","sentiment_score":0.07598566263914108},{"text":"Is that better?","start":8.08,"end":8.98,"sentiment":"neutral","sentiment_score":0.11472586294015248}],"sentiment":"neutral","sentiment_score":0.10504081286489964,"channel":0,"num_words":4,"start":7.52,"end":8.98},{"sentences":[{"text":"A little bit better.","start":10.24,"end":11.78,"sentiment":"neutral","sentiment_score":0.14970872178673744},{"text":"Let's give it a go.","start":12.08,"end":13.299999,"sentiment":"neutral","sentiment_score":0.20500158965587617}],"sentiment":"neutral","sentiment_score":0.18042698171403673,"channel":1,"num_words":9,"start":10.24,"end":13.299999},{"sentences":[{"text":"Okay.","start":15.335,"end":15.835,"sentiment":"neutral","sentiment_score":0.1031915694475174},{"text":"Tina, before I go any further, just need to let you know that our call is for coaching purposes.","start":16.215,"end":20.795,"sentiment":"neutral","sentiment_score":0.045098941479074325},{"text":"Okay?","start":21.335,"end":21.835,"sentiment":"neutral","sentiment_score":0.06500418484210968}],"sentiment":"neutral","sentiment_score":0.04881312582819235,"channel":0,"num_words":21,"start":15.335,"end":21.835},{"sentences":[{"text":"Yep.","start":22.565,"end":23.065,"sentiment":"neutral","sentiment_score":0.20668703317642212},{"text":"All","start":24.005001,"end":24.244999,"sentiment":"positive","sentiment_score":0.6519650816917419}],"sentiment":"positive","sentiment_score":0.42932605743408203,"channel":1,"num_words":2,"start":22.565,"end":24.244999},{"sentences":[{"text":"Fantastic.","start":24.055,"end":24.555,"sentiment":"positive","sentiment_score":0.7141638994216919}],"sentiment":"positive","sentiment_score":0.7141638994216919,"channel":0,"num_words":1,"start":24.055,"end":24.555},{"sentences":[{"text":"good.","start":24.244999,"end":24.744999,"sentiment":"positive","sentiment_score":0.5745320320129395}],"sentiment":"positive","sentiment_score":0.5745320320129395,"channel":1,"num_words":1,"start":24.244999,"end":24.744999},{"sentences":[{"text":"And, Tina, can I please ask you to confirm your full name and date of birth and address, please?","start":24.855,"end":29.97,"sentiment":"neutral","sentiment_score":0.09874168783426285}],"sentiment":"neutral","sentiment_score":0.09874168783426285,"channel":0,"num_words":19,"start":24.855,"end":29.97},{"sentences":[{"text":"Tina Haley Susana Carpenter.","start":31.939999,"end":34.28,"sentiment":"neutral","sentiment_score":0.021429423708468676},{"text":"Twenty eighth of April eight nineteen eighty two.","start":35.059998,"end":37.879997,"sentiment":"neutral","sentiment_score":0.02422505267895758},{"text":"And my address is 49 A Monash Parade, C Y, In South Wales 2099.","start":38.5,"end":45.64,"sentiment":"neutral","sentiment_score":0.035973954546664445}],"sentiment":"neutral","sentiment_score":0.03012128768918606,"channel":1,"num_words":26,"start":31.939999,"end":45.64},{"sentences":[{"text":"Thank you so much, Tina.","start":47.035,"end":48.315,"sentiment":"positive","sentiment_score":0.6400217890739441},{"text":"I appreciate that.","start":48.315,"end":49.454998,"sentiment":"positive","sentiment_score":0.69915372133255},{"text":"I'm phoning today just to go through some of your insurance questions.","start":50.315,"end":54.954998,"sentiment":"neutral","sentiment_score":0.2080011951426665},{"text":"I believe that you have some questions that you","start":54.954998,"end":57.195,"sentiment":"neutral","sentiment_score":0.08177923783659935}],"sentiment":"neutral","sentiment_score":0.29412405488306076,"channel":0,"num_words":29,"start":47.035,"end":57.195},{"sentences":[{"text":"Yeah.","start":57.065002,"end":57.565002,"sentiment":"neutral","sentiment_score":0.05554591864347458}],"sentiment":"neutral","sentiment_score":0.05554591864347458,"channel":1,"num_words":1,"start":57.065002,"end":57.565002},{"sentences":[{"text":"wanted to run through.","start":57.195,"end":58.72,"sentiment":"neutral","sentiment_score":0.03216787613928318}],"sentiment":"neutral","sentiment_score":0.03216787613928318,"channel":0,"num_words":4,"start":57.195,"end":58.72},{"sentences":[{"text":"Yeah.","start":59.385002,"end":59.785,"sentiment":"neutral","sentiment_score":0.059921495616436005},{"text":"I've","start":59.785,"end":59.945,"sentiment":"neutral","sentiment_score":0.056438006460666656}],"sentiment":"neutral","sentiment_score":0.05817975103855133,"channel":1,"num_words":2,"start":59.385002,"end":59.945},{"sentences":[{"text":"How","start":59.899998,"end":60.22,"sentiment":"neutral","sentiment_score":0.053500447422266006}],"sentiment":"neutral","sentiment_score":0.053500447422266006,"channel":0,"num_words":1,"start":59.899998,"end":60.22},{"sentences":[{"text":"got a couple","start":59.945,"end":60.505,"sentiment":"neutral","sentiment_score":0.08210027714570363}],"sentiment":"neutral","sentiment_score":0.08210027714570363,"channel":1,"num_words":3,"start":59.945,"end":60.505},{"sentences":[{"text":"can I","start":60.22,"end":60.62,"sentiment":"neutral","sentiment_score":0.11417819559574127}],"sentiment":"neutral","sentiment_score":0.11417819559574127,"channel":0,"num_words":2,"start":60.22,"end":60.62},{"sentences":[{"text":"of","start":60.505,"end":60.9,"sentiment":"neutral","sentiment_score":0.12829671800136566}],"sentiment":"neutral","sentiment_score":0.12829671800136566,"channel":1,"num_words":1,"start":60.505,"end":60.9},{"sentences":[{"text":"help?","start":60.62,"end":61.12,"sentiment":"neutral","sentiment_score":0.09993813186883926}],"sentiment":"neutral","sentiment_score":0.09993813186883926,"channel":0,"num_words":1,"start":60.62,"end":61.12},{"sentences":[{"text":"questions.","start":61.22,"end":61.72,"sentiment":"neutral","sentiment_score":0.011947968043386936},{"text":"So, well, so firstly, I I need to change the beneficiary on my life insurance policy.","start":61.86,"end":69.56,"sentiment":"neutral","sentiment_score":0.012270848674234003}],"sentiment":"neutral","sentiment_score":0.01225185569594888,"channel":1,"num_words":17,"start":61.22,"end":69.56},{"sentences":[{"text":"Okay.","start":69.58,"end":70.08,"sentiment":"neutral","sentiment_score":0.029687948524951935}],"sentiment":"neutral","sentiment_score":0.029687948524951935,"channel":0,"num_words":1,"start":69.58,"end":70.08},{"sentences":[{"text":"So I just","start":69.86,"end":70.66,"sentiment":"neutral","sentiment_score":0.020397570605079334}],"sentiment":"neutral","sentiment_score":0.020397570605079334,"channel":1,"num_words":3,"start":69.86,"end":70.66},{"sentences":[{"text":"Yep.","start":70.54,"end":70.785,"sentiment":"neutral","sentiment_score":0.02195473574101925}],"sentiment":"neutral","sentiment_score":0.02195473574101925,"channel":0,"num_words":1,"start":70.54,"end":70.785},{"sentences":[{"text":"need the paperwork to get that done.","start":70.66,"end":73.0,"sentiment":"neutral","sentiment_score":0.02673033864370414}],"sentiment":"neutral","sentiment_score":0.02673033864370414,"channel":1,"num_words":7,"start":70.66,"end":73.0},{"sentences":[{"text":"Of course.","start":73.825005,"end":74.545006,"sentiment":"neutral","sentiment_score":0.037091655656695366},{"text":"Of course.","start":74.545006,"end":75.205,"sentiment":"neutral","sentiment_score":0.03061804734170437},{"text":"Who would you would you like to for you","start":76.305,"end":81.44501,"sentiment":"neutral","sentiment_score":0.014524838990635343}],"sentiment":"neutral","sentiment_score":0.020472535147116735,"channel":0,"num_words":13,"start":73.825005,"end":81.44501},{"sentences":[{"text":"Sorry.","start":82.085,"end":82.485,"sentiment":"neutral","sentiment_score":-0.01300317794084549},{"text":"Come","start":82.485,"end":82.645,"sentiment":"neutral","sentiment_score":-0.023124953731894493}],"sentiment":"neutral","sentiment_score":-0.01806406583636999,"channel":1,"num_words":2,"start":82.085,"end":82.645},{"sentences":[{"text":"to","start":82.625,"end":82.865005,"sentiment":"neutral","sentiment_score":-0.014869505539536476}],"sentiment":"neutral","sentiment_score":-0.014869505539536476,"channel":0,"num_words":1,"start":82.625,"end":82.865005},{"sentences":[{"text":"again?","start":82.645,"end":83.145,"sentiment":"neutral","sentiment_score":-0.015046636573970318}],"sentiment":"neutral","sentiment_score":-0.015046636573970318,"channel":1,"num_words":1,"start":82.645,"end":83.145},{"sentences":[{"text":"send 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you.","start":388.88998,"end":391.06998,"sentiment":"neutral","sentiment_score":0.12479412023510252},{"text":"Do","start":391.44998,"end":391.77,"sentiment":"neutral","sentiment_score":0.14318343997001648}],"sentiment":"neutral","sentiment_score":0.12709278520196676,"channel":0,"num_words":8,"start":388.88998,"end":391.77},{"sentences":[{"text":"Okay.","start":391.73,"end":392.23,"sentiment":"neutral","sentiment_score":0.18633663654327393}],"sentiment":"neutral","sentiment_score":0.18633663654327393,"channel":1,"num_words":1,"start":391.73,"end":392.23},{"sentences":[{"text":"you have any other questions that we can help with or anything that you need to","start":391.77,"end":398.19,"sentiment":"neutral","sentiment_score":0.15437119407579303}],"sentiment":"neutral","sentiment_score":0.15437119407579303,"channel":0,"num_words":16,"start":391.77,"end":398.19},{"sentences":[{"text":"I think everything else was pretty pretty much still, you know, relevant.","start":400.93,"end":405.07498,"sentiment":"neutral","sentiment_score":0.16846818228562674},{"text":"So I'm happy with the coverage, and I don't think that needs to be reviewed.","start":405.615,"end":409.85498,"sentiment":"neutral","sentiment_score":0.2562655285000801},{"text":"That's just those two things.","start":409.85498,"end":410.97498,"sentiment":"neutral","sentiment_score":0.1523028865456581},{"text":"So","start":410.97498,"end":411.47498,"sentiment":"neutral","sentiment_score":0.12052084505558014}],"sentiment":"neutral","sentiment_score":0.2044738300821998,"channel":1,"num_words":33,"start":400.93,"end":411.47498},{"sentences":[{"text":"Of course.","start":413.94,"end":414.6,"sentiment":"neutral","sentiment_score":0.1134376972913742},{"text":"So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation.","start":414.9,"end":420.6,"sentiment":"neutral","sentiment_score":0.12038353348479551},{"text":"Who's in the area?","start":421.06,"end":422.44,"sentiment":"neutral","sentiment_score":0.03948262147605419},{"text":"His name is Jack.","start":422.66,"end":423.72,"sentiment":"neutral","sentiment_score":0.05040992144495249},{"text":"MetLife to find out what","start":426.175,"end":427.875,"sentiment":"neutral","sentiment_score":0.05352372899651527}],"sentiment":"neutral","sentiment_score":0.09064325876533985,"channel":0,"num_words":32,"start":413.94,"end":427.875},{"sentences":[{"text":"Mhmm.","start":429.015,"end":429.515,"sentiment":"neutral","sentiment_score":0.034719258546829224}],"sentiment":"neutral","sentiment_score":0.034719258546829224,"channel":1,"num_words":1,"start":429.015,"end":429.515},{"sentences":[{"text":"and he contact","start":430.175,"end":433.315,"sentiment":"neutral","sentiment_score":0.0662384182214737}],"sentiment":"neutral","sentiment_score":0.0662384182214737,"channel":0,"num_words":3,"start":430.175,"end":433.315},{"sentences":[{"text":"Mhmm.","start":435.3825,"end":435.8825,"sentiment":"neutral","sentiment_score":0.05755024403333664}],"sentiment":"neutral","sentiment_score":0.05755024403333664,"channel":1,"num_words":1,"start":435.3825,"end":435.8825},{"sentences":[{"text":"communication for you.","start":437.47,"end":439.01,"sentiment":"neutral","sentiment_score":0.10707077135642369},{"text":"And able to return any of that information, the quicker he'll be able to get a","start":439.55,"end":445.63,"sentiment":"neutral","sentiment_score":0.1518820922356099}],"sentiment":"neutral","sentiment_score":0.14480662051784365,"channel":0,"num_words":19,"start":437.47,"end":445.63},{"sentences":[{"text":"Sorry.","start":449.27,"end":449.59,"sentiment":"neutral","sentiment_score":-0.08852794766426086},{"text":"Could you repeat that?","start":449.59,"end":450.47,"sentiment":"neutral","sentiment_score":-0.11692091822624207},{"text":"The lines have cut off.","start":450.47,"end":451.69,"sentiment":"negative","sentiment_score":-0.3459150791168213}],"sentiment":"neutral","sentiment_score":-0.22857870161533356,"channel":1,"num_words":10,"start":449.27,"end":451.69},{"sentences":[{"text":"Jack if Jack needs any additional information, reach out to you via","start":453.675,"end":458.015,"sentiment":"neutral","sentiment_score":-0.029918667084227007}],"sentiment":"neutral","sentiment_score":-0.029918667084227007,"channel":0,"num_words":12,"start":453.675,"end":458.015},{"sentences":[{"text":"Okay.","start":459.175,"end":459.57498,"sentiment":"neutral","sentiment_score":0.007125601172447205},{"text":"Great.","start":459.57498,"end":460.07498,"sentiment":"neutral","sentiment_score":0.07729770243167877}],"sentiment":"neutral","sentiment_score":0.04221165180206299,"channel":1,"num_words":2,"start":459.175,"end":460.07498},{"sentences":[{"text":"and that in we will be able to get a decision from MetLife.","start":461.675,"end":470.11002,"sentiment":"positive","sentiment_score":0.3579373416992334}],"sentiment":"positive","sentiment_score":0.3579373416992334,"channel":0,"num_words":13,"start":461.675,"end":470.11002},{"sentences":[{"text":"Okay.","start":471.01498,"end":471.41498,"sentiment":"positive","sentiment_score":0.5042170286178589},{"text":"Great.","start":471.41498,"end":471.91498,"sentiment":"positive","sentiment_score":0.8541371822357178},{"text":"Thank you.","start":472.15,"end":472.88998,"sentiment":"positive","sentiment_score":0.8514667749404907}],"sentiment":"positive","sentiment_score":0.7653219401836395,"channel":1,"num_words":4,"start":471.01498,"end":472.88998},{"sentences":[{"text":"Beautiful.","start":473.37,"end":473.77002,"sentiment":"positive","sentiment_score":0.8287296295166016},{"text":"Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP.","start":473.77002,"end":479.68893,"sentiment":"positive","sentiment_score":0.814599310650545}],"sentiment":"positive","sentiment_score":0.8153843283653259,"channel":0,"num_words":18,"start":473.37,"end":479.68893},{"sentences":[{"text":"Likewise.","start":480.55,"end":481.05,"sentiment":"positive","sentiment_score":0.4868283271789551},{"text":"Thank you.","start":481.11,"end":481.84998,"sentiment":"positive","sentiment_score":0.7385562360286713}],"sentiment":"positive","sentiment_score":0.6546469330787659,"channel":1,"num_words":3,"start":480.55,"end":481.84998},{"sentences":[{"text":"Thank you.","start":482.46893,"end":483.18893,"sentiment":"positive","sentiment_score":0.6775409281253815},{"text":"Bye.","start":483.18893,"end":483.68893,"sentiment":"positive","sentiment_score":0.3441373109817505}],"sentiment":"positive","sentiment_score":0.5664063890775045,"channel":0,"num_words":3,"start":482.46893,"end":483.68893},{"sentences":[{"text":"Yes.","start":483.99,"end":484.31,"sentiment":"neutral","sentiment_score":0.2167174071073532},{"text":"Bye bye.","start":484.31,"end":484.97,"sentiment":"neutral","sentiment_score":0.0026588961482048035}],"sentiment":"neutral","sentiment_score":0.0740117331345876,"channel":1,"num_words":3,"start":483.99,"end":484.97}]},"summary":{"result":"success","short":"The agent is calling the customer, Tina, to go over her insurance questions and to confirm her personal information. The agent also asks about a mental health exclusion on Tina's life insurance policy and offers to help with it. The agent will pass the information along to their insurance implementation team and get a decision from MetLife."},"intents":{"segments":[{"text":"So, well, so firstly, I I need to change the beneficiary on my life insurance policy. Okay.","start_word":131,"end_word":147,"intents":[{"intent":"Change beneficiary","confidence_score":0.13722381}]},{"text":"And do you wanna fill any details, or would you like them to give them to me and we can prefill them for you?","start_word":245,"end_word":268,"intents":[{"intent":"Fill out details","confidence_score":0.061226778}]},{"text":"I can definitely put forward information.","start_word":551,"end_word":556,"intents":[{"intent":"Request information","confidence_score":0.11875916}]},{"text":"What I'll do, and just to provide some peace of mind for you in relation to that, I myself also have a mental health exclusion on my policies.","start_word":558,"end_word":585,"intents":[{"intent":"Request mental health guidance","confidence_score":0.000016306534}]},{"text":"I think, you know, we see a GP to get our checkups. I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well.","start_word":900,"end_word":936,"intents":[{"intent":"Schedule checkups with therapist","confidence_score":0.00039752957}]}]},"sentiments":{"segments":[{"text":"Hello? Hi, Jenna. Hello? Is that better? A little bit better. Let's give it a go. Okay. Tina, before I go any further, just need to let you know that our call is for coaching purposes. Okay? Yep.","start_word":0,"end_word":37,"sentiment":"neutral","sentiment_score":0.0997866913676262},{"text":"All Fantastic. good.","start_word":38,"end_word":40,"sentiment":"positive","sentiment_score":0.6458713412284851},{"text":"And, Tina, can I please ask you to confirm your full name and date of birth and address, please? Tina Haley Susana Carpenter. Twenty eighth of April eight nineteen eighty two. And my address is 49 A Monash Parade, C Y, In South Wales 2099.","start_word":41,"end_word":85,"sentiment":"neutral","sentiment_score":0.05998685210943222},{"text":"Thank you so much, Tina. I appreciate that.","start_word":86,"end_word":93,"sentiment":"positive","sentiment_score":0.6613926291465759},{"text":"I'm phoning today just to go through some of your insurance questions. I believe that you have some questions that you Yeah. wanted to run through. Yeah. I've How got a couple can I of help? questions. So, well, so firstly, I I need to change the beneficiary on my life insurance policy. Okay. So I just Yep. need the paperwork to get that done. Of course. Of course. Who would you would you like to for you Sorry. Come to again? send it out to you for signing? Would you like us to pre fill that for you to send it out for you to Yes, please. Yeah. And who would you like your beneficiary to be? So it's currently got my my ex husband there, so I'm just going to remove him. But I will I've got a new partner now, so I'll I'll put him on there. Okay. And do you wanna fill any details, or would you like them to give them to me and we can prefill them for you? I'll I'll just fill them in myself. He's got a very long name, and that will be a very long process to get it right. Okay.","start_word":94,"end_word":294,"sentiment":"neutral","sentiment_score":0.005867859283786508},{"text":"That's absolutely fine. We can do that.","start_word":295,"end_word":301,"sentiment":"positive","sentiment_score":0.46432313323020935},{"text":"So did you want to your your superannuation fund also to him? Yes, please.","start_word":302,"end_word":315,"sentiment":"neutral","sentiment_score":0.124316044151783},{"text":"Okay. That's great. I can definitely get a form out.","start_word":316,"end_word":325,"sentiment":"positive","sentiment_score":0.6426290273666382},{"text":"I have access to an email I mean, a printer where you can print them, or would you like us to post them? You can just email them to me, and I'll print them and get them filled filled Okay. in.","start_word":326,"end_word":366,"sentiment":"neutral","sentiment_score":0.21005845069885257},{"text":"That can certainly do that.","start_word":367,"end_word":371,"sentiment":"positive","sentiment_score":0.557569146156311},{"text":"How else can I help you? And second thing is so I I have a exclusion on my TPD cover, I think, on mental health. And the reason for that was because well, at the time, I was going through my divorce, so I had a I was seeing a therapist to work through that that period of time. Yes. And then at the time, I think when I spoke, I think it was your colleague or someone else who I spoke to about the the insurance policy, and they said that could be reviewed in two weeks two years' time. So, obviously, Late. I would like that that exclusion to be removed Yep. because well, in my opinion, there was no grounds to put it in there in the first place because I've never had any mental health issues. But that because I had a mental health plan with my p p, which was to go through the divorce, that's why it Yeah. was put in there. So so I'm wondering Because if you could help with that. I can definitely put forward information. What I'll do, and just to provide some peace of mind for you in relation to that, I myself also have a mental health exclusion on my policies. It's standard practice with insurance companies when you're going through even what they call situational events, which is what you would call divorce, not to have a mental health issue. It's just that you're going through a situational experience where you need some help to navigate that, which is absolutely something that everyone should advocate for. So there's no what what do you call it?","start_word":372,"end_word":649,"sentiment":"neutral","sentiment_score":-0.05120332216133745},{"text":"People always put a a negative connotation on it.","start_word":650,"end_word":658,"sentiment":"negative","sentiment_score":-0.5882039070129395},{"text":"It's not a bad I think I'm gonna ask you is a couple of questions. Mhmm. I will pass them on to Jack to find out if we can get it removed. I think Yep. he he may have some additional questions which may require him to confirm with you. If that's Yep. the case, is an email the best way to do that? Yeah. Yeah. Email tends to be the best because, yeah, phone phone calls tend to be hard to organize these days. No. I we absolutely understand that. So when was the last time you saw your I can find the exact date, but it would have been, like, maybe a year and a half ago. therapist? Yeah. And during that time, did you take any medication, or was it just talk therapy? It was just talk therapy. Yeah. Yep. Talk therapy. Okay. Alright. And you've had no ongoing symptoms or need to see them again? No. I mean, like you said, people tend to think there's a negative aspect Yep.","start_word":659,"end_word":832,"sentiment":"neutral","sentiment_score":-0.12497912347316742},{"text":"to being a therapist, but I always see it as a as more of a positive. So you're pre you know, proactively doing preventive work for for finding the right tools to manage things.","start_word":833,"end_word":866,"sentiment":"positive","sentiment_score":0.45473548769950867},{"text":"But I haven't had the I haven't had the needs since then. So I've Yeah. been able to just kind of, I you absolutely know, see agree. a u. I absolutely Yeah. agree. I think, you know, we see a GP to get our checkups. I think that we should all with us should see a psychologist or a counselor every couple of years to get a checkup as well. I don't that there should be any Yeah. connotation attached to that. So the that I will definitely work with my colleague to see what we can and Yeah. get those forms sent out to you. Do Okay. you have any other questions that we can help with or anything that you need to I think everything else was pretty pretty much still, you know, relevant. So I'm happy with the coverage, and I don't think that needs to be reviewed. That's just those two things. So Of course. So what I'm gonna do is I'm gonna pass you the information along to our insurance implementation. Who's in the area? His name is Jack. MetLife to find out what Mhmm. and he contact Mhmm. communication for you. And able to return any of that information, the quicker he'll be able to get a Sorry. Could you repeat that?","start_word":867,"end_word":1084,"sentiment":"neutral","sentiment_score":0.1100676655769348},{"text":"The lines have cut off.","start_word":1085,"end_word":1089,"sentiment":"negative","sentiment_score":-0.3366069793701172},{"text":"Jack if Jack needs any additional information, reach out to you via Okay.","start_word":1090,"end_word":1102,"sentiment":"neutral","sentiment_score":-0.025765515863895416},{"text":"Great. and that in we will be able to get a decision from MetLife. Okay. Great. Thank you. Beautiful. Thanks so much for your time this morning, Tina, and onto this and get a solution ASAP. Likewise. Thank you. Thank you. Bye.","start_word":1103,"end_word":1144,"sentiment":"positive","sentiment_score":0.6193975607554117},{"text":"Yes. Bye bye.","start_word":1145,"end_word":1147,"sentiment":"neutral","sentiment_score":0.18481896817684176}],"average":{"sentiment":"neutral","sentiment_score":0.05787008542872922}}}}