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We've been having a lot of issues with this recently with my other one where we've we've finally gotten two out of three rollovers done after about 11 attempts. Now the super the super environment thing makes no sense because when you go through SuperStream, you tag the, no, you tag the type of transaction as general rollover or contribution. K? So if they're tagged Yep. So you got three options, general, rollover, or contribution. They would have ticked rollover. Yep. That's fine. Outside of that, if they would like some further assistance, the best thing to do is send us a screenshot of exactly what they're entering into the SuperStream system. Because if it's matched the ATO details and there's no bounce back on the SuperStream system, then there might be an issue on NetWellsend, but we need to be able to check it. Because it could be something where they've included the client's account number and not their member ID or something like that. There's the fifth 500 different little points of data to cross reference, and it could be anything like that where it's like if they just change this number to this number, it goes through and gets accepted. You know what I mean? So outside of just pestering Netwealth and getting a Netwealth BDM and raising a complaint through Netwealth and doing a lot sort of things further pushing, one of the things be like, hey. Can you just send us exactly what you're entering so that we can call Netwealth, fight the issue, cross reference it. Like, we're happy to help, but we've been noticing yeah. And just say that we've been noticing a lot of issues for a lot of different clients of Aspeneth rollovers, and we're happy to help double check all points of data and go through Netwealth. But could you please provide us that information for your SuperStream request? Yeah. Yeah. Yeah. Yeah. Yeah. Well, that's the same issue I've got with QC at the moment. So so this is the thing. Right? I gave the specific details in about three different ways for QC to input for an Australian super rollover. They never showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone. So I have no fucking clue what they're typing in. Could be anything. Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO. But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back? We don't have visibility to see that. Yeah. It's a pain in the ass. I have to email Chris again this afternoon. So Yeah. Well, even if he is, it's like even just just reassure him and say, hey. We've had word from a lot of different clients who are setting up customer steps that this is happening at a dozen different super funds, and there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly. We have someone experienced here who can help cross reference the information, and he's our senior adviser. You can escalate it. We'll escalate it with Netwealth. It's not just a Netwealth thing, and we're happy to check everything to help you out. We'll help you get it done. Sure. Awesome, dude. Good luck. You too, mate. 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Melbourne. What's going on? Yeah. I'm free. What's up?\n\nYeah. Because she's currently in it at the moment. I shall assist. Yeah. Yep.\n\nYeah. Sure. Okay. We've been having a lot of issues with this recently with my other one where we've we've finally gotten two out of three rollovers done after about 11 attempts. Now the super the super environment thing makes no sense because when you go through SuperStream, you tag the, no, you tag the type of transaction as general rollover or contribution.\n\nK? So if they're tagged Yep. So you got three options, general, rollover, or contribution. They would have ticked rollover. Yep.\n\nThat's fine. Outside of that, if they would like some further assistance, the best thing to do is send us a screenshot of exactly what they're entering into the SuperStream system. Because if it's matched the ATO details and there's no bounce back on the SuperStream system, then there might be an issue on NetWellsend, but we need to be able to check it. Because it could be something where they've included the client's account number and not their member ID or something like that. There's the fifth 500 different little points of data to cross reference, and it could be anything like that where it's like if they just change this number to this number, it goes through and gets accepted.\n\nYou know what I mean? So outside of just pestering Netwealth and getting a Netwealth BDM and raising a complaint through Netwealth and doing a lot sort of things further pushing, one of the things be like, hey. Can you just send us exactly what you're entering so that we can call Netwealth, fight the issue, cross reference it. Like, we're happy to help, but we've been noticing yeah. And just say that we've been noticing a lot of issues for a lot of different clients of Aspeneth rollovers, and we're happy to help double check all points of data and go through Netwealth.\n\nBut could you please provide us that information for your SuperStream request? Yeah. Yeah. Yeah. Yeah.\n\nYeah. Well, that's the same issue I've got with QC at the moment. So so this is the thing. Right? I gave the specific details in about three different ways for QC to input for an Australian super rollover.\n\nThey never showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone. So I have no fucking clue what they're typing in. Could be anything. Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO. But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back?\n\nWe don't have visibility to see that. Yeah. It's a pain in the ass. I have to email Chris again this afternoon. So Yeah.\n\nWell, even if he is, it's like even just just reassure him and say, hey. We've had word from a lot of different clients who are setting up customer steps that this is happening at a dozen different super funds, and there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly. We have someone experienced here who can help cross reference the information, and he's our senior adviser. You can escalate it. We'll escalate it with Netwealth.\n\nIt's not just a Netwealth thing, and we're happy to check everything to help you out. We'll help you get it done. Sure. Awesome, dude. Good luck.\n\nYou too, mate. Bye.","paragraphs":[{"sentences":[{"text":"Hayden, Melbourne.","start":2.3999999,"end":3.3,"sentiment":"neutral","sentiment_score":0.01834594691172242},{"text":"What's going on?","start":7.3599997,"end":8.5,"sentiment":"neutral","sentiment_score":0.007804691170652707},{"text":"Yeah.","start":12.255,"end":12.495,"sentiment":"neutral","sentiment_score":0.031660109758377075},{"text":"I'm free.","start":12.495,"end":13.215,"sentiment":"neutral","sentiment_score":0.05304037407040596},{"text":"What's up?","start":13.215,"end":13.955,"sentiment":"neutral","sentiment_score":0.03270161058753729}],"sentiment":"neutral","sentiment_score":0.026325004640966654,"num_words":10,"start":2.3999999,"end":13.955},{"sentences":[{"text":"Yeah.","start":24.59,"end":24.91,"sentiment":"neutral","sentiment_score":0.025137243792414665},{"text":"Because she's currently in it at the moment.","start":24.91,"end":26.93,"sentiment":"neutral","sentiment_score":-0.03546299389563501},{"text":"I shall 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attempts.","start":130.53,"end":138.805,"sentiment":"neutral","sentiment_score":-0.3035329780701933},{"text":"Now the super the super environment thing makes no sense because when you go through SuperStream, you tag the, no, you tag the type of transaction as general rollover or contribution.","start":140.385,"end":154.66,"sentiment":"neutral","sentiment_score":-0.25874211110414996}],"sentiment":"neutral","sentiment_score":-0.27539510563725517,"num_words":63,"start":87.924995,"end":154.66},{"sentences":[{"text":"K?","start":156.87999,"end":157.28,"sentiment":"neutral","sentiment_score":-0.016967574134469032},{"text":"So if they're tagged Yep.","start":157.28,"end":159.54,"sentiment":"neutral","sentiment_score":0.009082342940382659},{"text":"So you got three options, general, rollover, or contribution.","start":164.97499,"end":168.89499,"sentiment":"neutral","sentiment_score":0.03596002463665274},{"text":"They would have ticked rollover.","start":168.89499,"end":170.19499,"sentiment":"neutral","sentiment_score":0.04773781895637512},{"text":"Yep.","start":172.83,"end":173.33,"sentiment":"neutral","sentiment_score":0.17286396026611328}],"sentiment":"neutral","sentiment_score":0.03636368654025275,"num_words":21,"start":156.87999,"end":173.33},{"sentences":[{"text":"That's fine.","start":173.47,"end":174.29,"sentiment":"neutral","sentiment_score":0.23399969935417175},{"text":"Outside of that, if they would like some further assistance, the best thing to do is send us a screenshot of exactly what they're entering into the SuperStream system.","start":175.06999,"end":188.38501,"sentiment":"neutral","sentiment_score":0.05075561672706028},{"text":"Because if it's matched the ATO details and there's no bounce back on the SuperStream system, then there might be an issue on NetWellsend, but we need to be able to check it.","start":191.24501,"end":202.51999,"sentiment":"neutral","sentiment_score":-0.02748298238624226},{"text":"Because it could be something where they've included the client's account number and not their member ID or something like that.","start":204.57999,"end":212.18,"sentiment":"neutral","sentiment_score":-0.042610236399230506},{"text":"There's the fifth 500 different little points of data to cross reference, and it could be anything like that where it's like if they just change this number to this number, it goes through and gets accepted.","start":212.18,"end":222.405,"sentiment":"neutral","sentiment_score":-0.023805176788890683}],"sentiment":"neutral","sentiment_score":-0.006087152791194251,"num_words":122,"start":173.47,"end":222.405},{"sentences":[{"text":"You know what I mean?","start":225.025,"end":226.08499,"sentiment":"neutral","sentiment_score":-0.04088344499468803},{"text":"So outside of just pestering Netwealth and getting a Netwealth BDM and raising a complaint through Netwealth and doing a lot sort of things further pushing, one of the things be like, hey.","start":227.43,"end":237.26999,"sentiment":"neutral","sentiment_score":-0.07438764958219095},{"text":"Can you just send us exactly what you're entering so that we can call Netwealth, fight the issue, cross reference it.","start":237.26999,"end":245.045,"sentiment":"neutral","sentiment_score":0.026555957450043587},{"text":"Like, we're happy to help, but we've been noticing yeah.","start":245.045,"end":249.925,"sentiment":"neutral","sentiment_score":0.07210046723484993},{"text":"And just say that we've been noticing a lot of issues for a lot of different clients of Aspeneth rollovers, and we're happy to help double check all points of data and go through Netwealth.","start":249.925,"end":260.43,"sentiment":"neutral","sentiment_score":0.13486459947058133}],"sentiment":"neutral","sentiment_score":0.032112799029654034,"num_words":104,"start":225.025,"end":260.43},{"sentences":[{"text":"But could you please provide us that information for your SuperStream request?","start":260.57,"end":265.31,"sentiment":"neutral","sentiment_score":0.09059961916257937},{"text":"Yeah.","start":275.86502,"end":276.36502,"sentiment":"neutral","sentiment_score":-0.04360419884324074},{"text":"Yeah.","start":276.665,"end":277.165,"sentiment":"neutral","sentiment_score":-0.12044215202331544},{"text":"Yeah.","start":283.88,"end":283.96,"sentiment":"negative","sentiment_score":-0.34814968705177307},{"text":"Yeah.","start":283.96,"end":284.46,"sentiment":"negative","sentiment_score":-0.3556881546974182}],"sentiment":"neutral","sentiment_score":0.013706952333450317,"num_words":16,"start":260.57,"end":284.46},{"sentences":[{"text":"Yeah.","start":291.88,"end":292.36,"sentiment":"neutral","sentiment_score":-0.18647253513336184},{"text":"Well, that's the same issue I've got with QC at the moment.","start":292.36,"end":295.08,"sentiment":"neutral","sentiment_score":-0.18211859340469042},{"text":"So so this is the thing.","start":295.08,"end":302.415,"sentiment":"neutral","sentiment_score":-0.15229944388071695},{"text":"Right?","start":302.415,"end":302.915,"sentiment":"neutral","sentiment_score":-0.0561913400888443},{"text":"I gave the specific details in about three different ways for QC to input for an Australian super rollover.","start":303.215,"end":310.91998,"sentiment":"neutral","sentiment_score":-0.08602055789608705}],"sentiment":"neutral","sentiment_score":-0.12759677588175505,"num_words":39,"start":291.88,"end":310.91998},{"sentences":[{"text":"They never showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone.","start":311.22,"end":323.765,"sentiment":"neutral","sentiment_score":-0.07079732328377387},{"text":"So I have no fucking clue what they're typing in.","start":323.765,"end":325.945,"sentiment":"neutral","sentiment_score":-0.32364751398563385},{"text":"Could be anything.","start":326.005,"end":326.825,"sentiment":"neutral","sentiment_score":-0.14333764215310416},{"text":"Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO.","start":329.125,"end":339.07,"sentiment":"neutral","sentiment_score":-0.13764288855923545},{"text":"But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back?","start":339.07,"end":348.37,"sentiment":"neutral","sentiment_score":-0.10764801765189451}],"sentiment":"neutral","sentiment_score":-0.11755270154698051,"num_words":137,"start":311.22,"end":348.37},{"sentences":[{"text":"We don't have visibility to see 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a dozen different super funds, and there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly.","start":379.315,"end":395.19,"sentiment":"neutral","sentiment_score":-0.03713142155308505},{"text":"We have someone experienced here who can help cross reference the information, and he's our senior adviser.","start":395.57,"end":401.495,"sentiment":"neutral","sentiment_score":0.03594298726495575},{"text":"You can escalate it.","start":401.495,"end":402.695,"sentiment":"neutral","sentiment_score":-0.007132320664823054},{"text":"We'll escalate it with Netwealth.","start":402.695,"end":405.095,"sentiment":"neutral","sentiment_score":0.004384158551692961}],"sentiment":"neutral","sentiment_score":-0.010586427286681202,"num_words":90,"start":374.995,"end":405.095},{"sentences":[{"text":"It's not just a Netwealth thing, and we're happy to check everything to help you 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mate.","start":424.95,"end":425.75,"sentiment":"positive","sentiment_score":0.583772619565328},{"text":"Bye.","start":425.75,"end":426.25,"sentiment":"positive","sentiment_score":0.3827184140682221}],"sentiment":"positive","sentiment_score":0.5335090681910515,"num_words":4,"start":424.95,"end":426.25}]}}]},{"alternatives":[{"transcript":"Tommy, help me, please. Are you free for, like, maybe five minutes? Yeah. Cool. Okay. I'm going to give you a basic rundown. And Larissa said to call you and basically explain the situation. So, yes. Yes. Her poor soul. So I have a client, Lucas Ross. He is transferring from Netwealth into an SMSF. The SMSF has been set up by an accountant. It is all fine. Now the accountant has requested the role of Avaya SuperStream. The SuperStream request has been rejected by Netwealth. Now now that it's being rejected by Netwealth, they're trying to figure out what happened. I've explained that the transfer details need to match exactly what's on the SMSF, and it can't vary. He said that that's fine. He said that the SuperStream request matches exactly and that the verification with the ATO does match as well. Now I've called Netwealth back to be like, hey. Can you give me any further insight? Because their original response was that it was just like it wasn't being it wasn't able to be verified. Now I've called today, and I've got them to give me a callback. It's taken them three hours to call me back. They've now come back and said that it needs to remain in a super environment, which an SMSF is. Via SuperStream, it remains in a super environment anyway. So I'm very confused because I'm like, well, why the fuck am I getting wrong answers from Netwealth? Because this guy is like, well, they need to set up a super account. They need to get it to transfer from our Netwealth account to the new super account to then be transferred into the SMSF. And I'm like, surely that's not right. Yeah. Yeah. And I'm just, like, failing after everyone. It stays there. Right. Right. Let me write that down, actually. Okay. So you tag it as general Yep. Okay. Right. Right. Yeah. Okay. Yeah. You just need to give us the information. Yeah. Okay. Cool. Awesome. Alright. I'll get that, and then we'll be able to cross reference that with whatever we've got and try and go from there and find the error. Because the worst thing is I'm dealing with, like, this guy's mad. Like, the client that's rolling out is mad because he's obviously rolling out, and he wants to fucking buy a house. And then his account is also fucking hopeless, And I'm corresponding with them both. Yeah. And I'm currently corresponding with them both, and it's like, oh my god. Yeah. Yeah. Right. Okay. Yeah. Right. Okay. Which is really annoying. Brilliant. Okay. Cool. Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client. And, hopefully, he's not fucking pissed off. Yeah. Yep. Yeah. Okay. Cool. Yep. Alright. Sweet. Awesome. Thanks, Tommy. I'll email the client and then, yeah, call him. Thanks, mate. Appreciate your help. Take care. 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help me, please. Are you free for, like, maybe five minutes? Yeah. Cool. Okay.\n\nI'm going to give you a basic rundown. And Larissa said to call you and basically explain the situation. So, yes. Yes. Her poor soul.\n\nSo I have a client, Lucas Ross. He is transferring from Netwealth into an SMSF. The SMSF has been set up by an accountant. It is all fine. Now the accountant has requested the role of Avaya SuperStream.\n\nThe SuperStream request has been rejected by Netwealth. Now now that it's being rejected by Netwealth, they're trying to figure out what happened. I've explained that the transfer details need to match exactly what's on the SMSF, and it can't vary. He said that that's fine. He said that the SuperStream request matches exactly and that the verification with the ATO does match as well.\n\nNow I've called Netwealth back to be like, hey. Can you give me any further insight? Because their original response was that it was just like it wasn't being it wasn't able to be verified. Now I've called today, and I've got them to give me a callback. It's taken them three hours to call me back.\n\nThey've now come back and said that it needs to remain in a super environment, which an SMSF is. Via SuperStream, it remains in a super environment anyway. So I'm very confused because I'm like, well, why the fuck am I getting wrong answers from Netwealth? Because this guy is like, well, they need to set up a super account. They need to get it to transfer from our Netwealth account to the new super account to then be transferred into the SMSF.\n\nAnd I'm like, surely that's not right. Yeah. Yeah. And I'm just, like, failing after everyone. It stays there.\n\nRight. Right. Let me write that down, actually. Okay. So you tag it as general Yep.\n\nOkay. Right. Right. Yeah. Okay.\n\nYeah. You just need to give us the information. Yeah. Okay. Cool.\n\nAwesome. Alright. I'll get that, and then we'll be able to cross reference that with whatever we've got and try and go from there and find the error. Because the worst thing is I'm dealing with, like, this guy's mad. Like, the client that's rolling out is mad because he's obviously rolling out, and he wants to fucking buy a house.\n\nAnd then his account is also fucking hopeless, And I'm corresponding with them both. Yeah. And I'm currently corresponding with them both, and it's like, oh my god. Yeah. Yeah.\n\nRight. Okay. Yeah. Right. Okay.\n\nWhich is really annoying. Brilliant. Okay. Cool. Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client.\n\nAnd, hopefully, he's not fucking pissed off. Yeah. Yep. Yeah. Okay.\n\nCool. Yep. Alright. Sweet. Awesome.\n\nThanks, Tommy. I'll email the client and then, yeah, call him. Thanks, mate. Appreciate your help. Take care.\n\nBye.","paragraphs":[{"sentences":[{"text":"Tommy, help me, please.","start":4.08,"end":6.42,"sentiment":"neutral","sentiment_score":0.04251715447753668},{"text":"Are you free for, like, maybe five minutes?","start":9.04,"end":11.38,"sentiment":"neutral","sentiment_score":0.01455280790105462},{"text":"Yeah.","start":13.924999,"end":14.405,"sentiment":"neutral","sentiment_score":0.11674214899539948},{"text":"Cool.","start":14.405,"end":14.905,"sentiment":"neutral","sentiment_score":0.223641037940979},{"text":"Okay.","start":15.285,"end":15.785,"sentiment":"neutral","sentiment_score":0.12763239443302157}],"sentiment":"neutral","sentiment_score":0.05030044416586558,"num_words":15,"start":4.08,"end":15.785},{"sentences":[{"text":"I'm going to give you a basic rundown.","start":16.085,"end":18.585,"sentiment":"neutral","sentiment_score":0.09320186823606491},{"text":"And Larissa said to call you and basically explain the 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accountant.","start":38.53,"end":40.79,"sentiment":"neutral","sentiment_score":0.0017823254068692525},{"text":"It is all fine.","start":41.085,"end":42.065,"sentiment":"neutral","sentiment_score":0.09333918429911137},{"text":"Now the accountant has requested the role of Avaya SuperStream.","start":42.605,"end":45.824997,"sentiment":"neutral","sentiment_score":-0.12590653225779533}],"sentiment":"neutral","sentiment_score":-0.04124649035695352,"num_words":38,"start":31.169998,"end":45.824997},{"sentences":[{"text":"The SuperStream request has been rejected by Netwealth.","start":46.445,"end":49.184998,"sentiment":"negative","sentiment_score":-0.5140686891973019},{"text":"Now now that it's being rejected by Netwealth, they're trying to figure out what happened.","start":49.725,"end":56.225,"sentiment":"negative","sentiment_score":-0.39401959578196205},{"text":"I've explained that the transfer details need to match exactly what's on the SMSF, and it can't vary.","start":56.730003,"end":64.67,"sentiment":"neutral","sentiment_score":-0.11599717992875311},{"text":"He said that that's fine.","start":66.17,"end":67.450005,"sentiment":"neutral","sentiment_score":0.013708260655403138},{"text":"He said that the SuperStream request matches exactly and that the verification with the ATO does match as well.","start":67.450005,"end":74.505,"sentiment":"neutral","sentiment_score":-0.008862468953195372}],"sentiment":"neutral","sentiment_score":-0.18785597378244767,"num_words":65,"start":46.445,"end":74.505},{"sentences":[{"text":"Now I've called Netwealth back to be like, hey.","start":74.965,"end":78.424995,"sentiment":"neutral","sentiment_score":-0.22833812567922804},{"text":"Can you give me any further insight?","start":78.965,"end":81.205,"sentiment":"neutral","sentiment_score":-0.14520255689110076},{"text":"Because their original response was that it was just like it wasn't being it wasn't able to be verified.","start":81.205,"end":87.21,"sentiment":"negative","sentiment_score":-0.392362295012725},{"text":"Now I've called today, and I've got them to give me a callback.","start":88.63,"end":91.35,"sentiment":"neutral","sentiment_score":-0.24257557094097137},{"text":"It's taken them three hours to call me back.","start":91.35,"end":93.689995,"sentiment":"neutral","sentiment_score":-0.24557967649565804}],"sentiment":"neutral","sentiment_score":-0.2787727043032646,"num_words":57,"start":74.965,"end":93.689995},{"sentences":[{"text":"They've now come back and said that it needs to remain in a super environment, which an SMSF is.","start":95.83,"end":102.005005,"sentiment":"negative","sentiment_score":-0.3384078152869877},{"text":"Via SuperStream, it remains in a super environment anyway.","start":102.705,"end":107.125,"sentiment":"negative","sentiment_score":-0.3378741062349743},{"text":"So I'm very confused because I'm like, well, why the fuck am I getting wrong answers from Netwealth?","start":107.745,"end":114.645004,"sentiment":"negative","sentiment_score":-0.7129870570368237},{"text":"Because this guy is like, well, they need to set up a super account.","start":115.16,"end":118.520004,"sentiment":"neutral","sentiment_score":-0.23418088842715537},{"text":"They need to get it to transfer from our Netwealth account to the new super account to then be transferred into the SMSF.","start":118.520004,"end":126.22,"sentiment":"neutral","sentiment_score":-0.21355314423208652}],"sentiment":"negative","sentiment_score":-0.3674052678138377,"num_words":83,"start":95.83,"end":126.22},{"sentences":[{"text":"And I'm like, surely that's not right.","start":126.36,"end":128.3,"sentiment":"negative","sentiment_score":-0.45732653992516653},{"text":"Yeah.","start":134.915,"end":135.415,"sentiment":"neutral","sentiment_score":-0.10775252431631088},{"text":"Yeah.","start":139.47499,"end":139.875,"sentiment":"neutral","sentiment_score":-0.1569778025150299},{"text":"And I'm just, like, failing after everyone.","start":139.875,"end":142.375,"sentiment":"neutral","sentiment_score":-0.24294858745166234},{"text":"It stays there.","start":146.5,"end":147.48001,"sentiment":"neutral","sentiment_score":-0.21078145503997803}],"sentiment":"neutral","sentiment_score":-0.305210557031004,"num_words":19,"start":126.36,"end":147.48001},{"sentences":[{"text":"Right.","start":152.34001,"end":152.84001,"sentiment":"neutral","sentiment_score":-0.07022231817245483},{"text":"Right.","start":156.605,"end":157.005,"sentiment":"neutral","sentiment_score":-0.021679023280739784},{"text":"Let me write that down, actually.","start":157.005,"end":158.625,"sentiment":"neutral","sentiment_score":-0.005219574396808942},{"text":"Okay.","start":161.16501,"end":161.485,"sentiment":"neutral","sentiment_score":0.05813420191407204},{"text":"So you tag it as general Yep.","start":161.485,"end":171.76,"sentiment":"neutral","sentiment_score":0.0547669061592647}],"sentiment":"neutral","sentiment_score":0.019892734824679792,"num_words":16,"start":152.34001,"end":171.76},{"sentences":[{"text":"Okay.","start":189.635,"end":190.135,"sentiment":"neutral","sentiment_score":0.06499429047107697},{"text":"Right.","start":204.81,"end":205.31,"sentiment":"neutral","sentiment_score":0.015509452670812609},{"text":"Right.","start":224.34,"end":224.84,"sentiment":"neutral","sentiment_score":0.029731616377830505},{"text":"Yeah.","start":226.58,"end":226.9,"sentiment":"neutral","sentiment_score":0.009629635140299795},{"text":"Okay.","start":226.9,"end":227.4,"sentiment":"neutral","sentiment_score":-0.04601401835680008}],"sentiment":"neutral","sentiment_score":0.01477019526064396,"num_words":5,"start":189.635,"end":227.4},{"sentences":[{"text":"Yeah.","start":236.065,"end":236.565,"sentiment":"neutral","sentiment_score":-0.024474868550896645},{"text":"You just need to give us the information.","start":247.67,"end":249.37,"sentiment":"neutral","sentiment_score":-0.0660058450885117},{"text":"Yeah.","start":266.025,"end":266.265,"sentiment":"neutral","sentiment_score":0.10284703969955444},{"text":"Okay.","start":266.265,"end":266.505,"sentiment":"neutral","sentiment_score":0.2288888692855835},{"text":"Cool.","start":266.505,"end":267.005,"sentiment":"positive","sentiment_score":0.4832746088504791}],"sentiment":"neutral","sentiment_score":0.021874074048052233,"num_words":12,"start":236.065,"end":267.005},{"sentences":[{"text":"Awesome.","start":267.625,"end":268.125,"sentiment":"positive","sentiment_score":0.5800660848617554},{"text":"Alright.","start":268.185,"end":268.505,"sentiment":"positive","sentiment_score":0.4290268421173096},{"text":"I'll get that, and then we'll be able to cross reference that with whatever we've got and try and go from there and find the error.","start":268.505,"end":275.325,"sentiment":"neutral","sentiment_score":0.2804614586325792},{"text":"Because the worst thing is I'm dealing with, like, this guy's mad.","start":277.83002,"end":281.35,"sentiment":"negative","sentiment_score":-0.5941998139023781},{"text":"Like, the client that's rolling out is mad because he's obviously rolling out, and he wants to fucking buy a house.","start":281.35,"end":288.25,"sentiment":"negative","sentiment_score":-0.5342816625322614}],"sentiment":"neutral","sentiment_score":-0.16474134145212954,"num_words":61,"start":267.625,"end":288.25},{"sentences":[{"text":"And then his account is also fucking hopeless, And I'm corresponding with them both.","start":288.39,"end":294.785,"sentiment":"negative","sentiment_score":-0.39338390103408266},{"text":"Yeah.","start":296.445,"end":296.945,"sentiment":"neutral","sentiment_score":-0.06221507489681244},{"text":"And I'm currently corresponding with them both, and it's like, oh my god.","start":298.125,"end":301.825,"sentiment":"neutral","sentiment_score":-0.2097532072892556},{"text":"Yeah.","start":311.74,"end":312.24,"sentiment":"neutral","sentiment_score":-0.11610236763954164},{"text":"Yeah.","start":327.54498,"end":327.865,"sentiment":"neutral","sentiment_score":-0.02403666079044342}],"sentiment":"neutral","sentiment_score":-0.2812173470854759,"num_words":30,"start":288.39,"end":327.865},{"sentences":[{"text":"Right.","start":327.865,"end":328.185,"sentiment":"neutral","sentiment_score":-0.02058444544672966},{"text":"Okay.","start":328.185,"end":328.685,"sentiment":"neutral","sentiment_score":-0.028287172317504883},{"text":"Yeah.","start":349.54498,"end":349.865,"sentiment":"neutral","sentiment_score":-0.08859177678823471},{"text":"Right.","start":349.865,"end":350.10498,"sentiment":"neutral","sentiment_score":-0.11140342056751253},{"text":"Okay.","start":350.10498,"end":350.60498,"sentiment":"neutral","sentiment_score":-0.2284107506275177}],"sentiment":"neutral","sentiment_score":-0.09545551314949989,"num_words":5,"start":327.865,"end":350.60498},{"sentences":[{"text":"Which is really annoying.","start":353.865,"end":355.16498,"sentiment":"negative","sentiment_score":-0.6521948277950287},{"text":"Brilliant.","start":360.73,"end":361.23,"sentiment":"positive","sentiment_score":0.3780511021614074},{"text":"Okay.","start":361.85,"end":362.33002,"sentiment":"neutral","sentiment_score":0.1819535940885544},{"text":"Cool.","start":362.33002,"end":362.81003,"sentiment":"neutral","sentiment_score":0.22456082701683044},{"text":"Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client.","start":362.81003,"end":369.07,"sentiment":"neutral","sentiment_score":0.031460472255606546}],"sentiment":"neutral","sentiment_score":-0.0390373585617234,"num_words":29,"start":353.865,"end":369.07},{"sentences":[{"text":"And, hopefully, he's not fucking pissed off.","start":370.25,"end":373.71002,"sentiment":"neutral","sentiment_score":-0.1833895444869995},{"text":"Yeah.","start":386.695,"end":387.195,"sentiment":"neutral","sentiment_score":-0.04895278438925743},{"text":"Yep.","start":396.41,"end":396.91,"sentiment":"neutral","sentiment_score":0.044188033789396286},{"text":"Yeah.","start":411.07498,"end":411.395,"sentiment":"neutral","sentiment_score":0.2968682050704956},{"text":"Okay.","start":411.395,"end":411.79498,"sentiment":"neutral","sentiment_score":0.2603660821914673}],"sentiment":"neutral","sentiment_score":-0.06647793406789954,"num_words":11,"start":370.25,"end":411.79498},{"sentences":[{"text":"Cool.","start":411.79498,"end":412.29498,"sentiment":"positive","sentiment_score":0.33885806798934937},{"text":"Yep.","start":413.875,"end":414.375,"sentiment":"neutral","sentiment_score":0.21540486812591553},{"text":"Alright.","start":414.835,"end":415.31497,"sentiment":"neutral","sentiment_score":0.26804912090301514},{"text":"Sweet.","start":415.31497,"end":415.81497,"sentiment":"positive","sentiment_score":0.7166069746017456},{"text":"Awesome.","start":416.41,"end":416.81,"sentiment":"positive","sentiment_score":0.795191764831543}],"sentiment":"positive","sentiment_score":0.46682215929031373,"num_words":5,"start":411.79498,"end":416.81},{"sentences":[{"text":"Thanks, Tommy.","start":416.81,"end":417.69,"sentiment":"positive","sentiment_score":0.7719875276088715},{"text":"I'll email the client and then, yeah, call him.","start":417.69,"end":420.51,"sentiment":"positive","sentiment_score":0.3899365034368303},{"text":"Thanks, mate.","start":422.81,"end":423.53,"sentiment":"positive","sentiment_score":0.7991500496864319},{"text":"Appreciate your help.","start":423.53,"end":424.59,"sentiment":"positive","sentiment_score":0.7853108247121176},{"text":"Take care.","start":426.41,"end":426.89,"sentiment":"positive","sentiment_score":0.4262243062257767}],"sentiment":"positive","sentiment_score":0.5477824873394437,"num_words":18,"start":416.81,"end":426.89},{"sentences":[{"text":"Bye.","start":426.89,"end":427.39,"sentiment":"neutral","sentiment_score":-0.12020765990018845}],"sentiment":"neutral","sentiment_score":-0.12020765990018845,"num_words":1,"start":426.89,"end":427.39}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hayden, Melbourne.\n\nChannel 1: Tommy, help me, please.\n\nChannel 0: What's going on?\n\nChannel 1: Are you free for, like, maybe five minutes?\n\nChannel 0: Yeah. I'm free. What's up?\n\nChannel 1: Yeah. Cool. Okay. I'm going to give you a basic rundown. And Larissa said to call you and basically explain the situation.\n\nChannel 0: Yeah.\n\nChannel 1: So,\n\nChannel 0: Because she's currently in it at the moment. I shall assist.\n\nChannel 1: yes. Yes. Her poor soul.\n\nChannel 0: Yeah.\n\nChannel 1: So I have a client, Lucas Ross. He is transferring from Netwealth into an SMSF. The SMSF has been set up by an accountant. It is all fine. Now the accountant has requested the role of Avaya SuperStream.\n\nThe SuperStream request has been rejected by Netwealth. Now now that it's being rejected by Netwealth, they're trying to figure out what happened. I've\n\nChannel 0: Yep.\n\nChannel 1: explained that the transfer details need to match exactly what's on the SMSF, and it can't vary. He said that that's fine. He said that the SuperStream request matches exactly and that the verification with the ATO does match as well. Now I've called Netwealth back to be like, hey. Can you give me any further insight?\n\nBecause their original response was that it was just like it wasn't being it wasn't able to be verified.\n\nChannel 0: Yeah.\n\nChannel 1: Now I've called today, and I've got them to give me a callback. It's taken them three hours to call me back.\n\nChannel 0: Sure.\n\nChannel 1: They've now come back and said that it needs to remain in a super environment, which an SMSF is. Via SuperStream, it remains in a super environment anyway. So I'm very confused because I'm like, well, why the fuck am I getting wrong answers from Netwealth? Because this guy is like, well, they need to set up a super account. They need to get it to transfer from our Netwealth account to the new super account to then be transferred into the SMSF.\n\nAnd I'm like, surely that's not right.\n\nChannel 0: Okay. We've been having a lot of issues with this recently with my other one where we've we've\n\nChannel 1: Yeah.\n\nChannel 0: finally gotten two out of three rollovers done after about 11 attempts.\n\nChannel 1: Yeah. And I'm just,\n\nChannel 0: Now\n\nChannel 1: like, failing\n\nChannel 0: the super\n\nChannel 1: after\n\nChannel 0: the super\n\nChannel 1: everyone.\n\nChannel 0: environment thing makes no sense because when you go through SuperStream, you\n\nChannel 1: It\n\nChannel 0: tag\n\nChannel 1: stays there.\n\nChannel 0: the, no, you tag the type of transaction as general\n\nChannel 1: Right.\n\nChannel 0: rollover or contribution.\n\nChannel 1: Right.\n\nChannel 0: K?\n\nChannel 1: Let me\n\nChannel 0: So\n\nChannel 1: write\n\nChannel 0: if\n\nChannel 1: that\n\nChannel 0: they're\n\nChannel 1: down,\n\nChannel 0: tagged\n\nChannel 1: actually.\n\nChannel 0: Yep.\n\nChannel 1: Okay. So you tag it\n\nChannel 0: So\n\nChannel 1: as\n\nChannel 0: you got three\n\nChannel 1: general\n\nChannel 0: options, general, rollover, or contribution. They would have ticked rollover.\n\nChannel 1: Yep.\n\nChannel 0: Yep. That's fine. Outside of that, if they would like some further assistance, the best thing to do is send us a screenshot of exactly what they're entering into the SuperStream system.\n\nChannel 1: Okay.\n\nChannel 0: Because if it's matched the ATO details and there's no bounce back on the SuperStream system, then there might be an issue on NetWellsend, but we need to be able to check it. Because\n\nChannel 1: Right.\n\nChannel 0: it could be something where they've included the client's account number and not their member ID or something like that. There's the fifth 500 different little points of data to cross reference, and it could be anything like that where it's like if they just change this number to this number, it goes through and gets accepted.\n\nChannel 1: Right.\n\nChannel 0: You know what I mean?\n\nChannel 1: Yeah. Okay.\n\nChannel 0: So outside of just pestering Netwealth and getting a Netwealth BDM and raising a complaint through Netwealth and doing a lot sort of things further pushing, one of the\n\nChannel 1: Yeah.\n\nChannel 0: things be like, hey. Can you just send us exactly what you're entering so that we can call Netwealth, fight the issue, cross reference it. Like, we're happy to help, but we've\n\nChannel 1: You\n\nChannel 0: been\n\nChannel 1: just\n\nChannel 0: noticing\n\nChannel 1: need to give us the information.\n\nChannel 0: yeah. And just say that we've been noticing a lot of issues for a lot of different clients of Aspeneth rollovers, and we're happy to help double check all points of data and go through Netwealth. But could you please provide us that information for your SuperStream request?\n\nChannel 1: Yeah. Okay. Cool. Awesome. Alright.\n\nI'll get that, and then we'll be able to cross reference that with whatever we've got and try and go from there and find the error.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: Because the worst thing is I'm dealing with, like, this guy's mad. Like, the client that's rolling out is mad\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: because he's obviously rolling out, and he wants to fucking buy a house. And then his account is also fucking hopeless,\n\nChannel 0: Yeah. Well, that's the same\n\nChannel 1: And\n\nChannel 0: issue\n\nChannel 1: I'm\n\nChannel 0: I've\n\nChannel 1: corresponding\n\nChannel 0: got with\n\nChannel 1: with\n\nChannel 0: QC\n\nChannel 1: them both.\n\nChannel 0: at the moment. So\n\nChannel 1: Yeah. And I'm currently corresponding with them both, and it's like, oh my god.\n\nChannel 0: so this is the thing. Right? I gave the specific details in about three different ways for QC to input for an Australian super rollover. They never\n\nChannel 1: Yeah.\n\nChannel 0: showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone. So I have no fucking clue what they're typing in. Could be anything.\n\nChannel 1: Yeah. Right. Okay.\n\nChannel 0: Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO. But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back?\n\nChannel 1: Yeah. Right. Okay.\n\nChannel 0: We don't have visibility to see that.\n\nChannel 1: Which is really annoying.\n\nChannel 0: Yeah. It's a pain in the ass. I have to email Chris again this afternoon. So\n\nChannel 1: Brilliant. Okay. Cool. Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client. And, hopefully, he's not fucking pissed off.\n\nChannel 0: Yeah. Well, even if he is, it's like even just just reassure him and say, hey. We've had word from a lot of different clients who are setting up customer steps that this is happening at a dozen different super funds, and\n\nChannel 1: Yeah.\n\nChannel 0: there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly. We have someone\n\nChannel 1: Yep.\n\nChannel 0: experienced here who can help cross reference the information, and he's our senior adviser. You can escalate it. We'll escalate it with Netwealth. It's not just a Netwealth thing, and we're happy to check everything to help you out.\n\nChannel 1: Yeah. Okay.\n\nChannel 0: We'll\n\nChannel 1: Cool.\n\nChannel 0: help you get it done.\n\nChannel 1: Yep. Alright.\n\nChannel 0: Sure.\n\nChannel 1: Sweet. Awesome. Thanks, Tommy. I'll email the client and then, yeah, call him.\n\nChannel 0: Awesome, dude. Good luck.\n\nChannel 1: Thanks, mate. Appreciate your help.\n\nChannel 0: You too, mate. Bye.\n\nChannel 1: Take care. Bye.","paragraphs":[{"sentences":[{"text":"Hayden, Melbourne.","start":2.3999999,"end":3.3,"sentiment":"neutral","sentiment_score":0.01834594691172242}],"sentiment":"neutral","sentiment_score":0.01834594691172242,"channel":0,"num_words":2,"start":2.3999999,"end":3.3},{"sentences":[{"text":"Tommy, help me, please.","start":4.08,"end":6.42,"sentiment":"neutral","sentiment_score":0.04251715447753668}],"sentiment":"neutral","sentiment_score":0.04251715447753668,"channel":1,"num_words":4,"start":4.08,"end":6.42},{"sentences":[{"text":"What's going on?","start":7.3599997,"end":8.5,"sentiment":"neutral","sentiment_score":0.007804691170652707}],"sentiment":"neutral","sentiment_score":0.007804691170652707,"channel":0,"num_words":3,"start":7.3599997,"end":8.5},{"sentences":[{"text":"Are you free for, like, maybe five minutes?","start":9.04,"end":11.38,"sentiment":"neutral","sentiment_score":0.01455280790105462}],"sentiment":"neutral","sentiment_score":0.01455280790105462,"channel":1,"num_words":8,"start":9.04,"end":11.38},{"sentences":[{"text":"Yeah.","start":12.255,"end":12.495,"sentiment":"neutral","sentiment_score":0.031660109758377075},{"text":"I'm free.","start":12.495,"end":13.215,"sentiment":"neutral","sentiment_score":0.05304037407040596},{"text":"What's up?","start":13.215,"end":13.955,"sentiment":"neutral","sentiment_score":0.03270161058753729}],"sentiment":"neutral","sentiment_score":0.04062881581485271,"channel":0,"num_words":5,"start":12.255,"end":13.955},{"sentences":[{"text":"Yeah.","start":13.924999,"end":14.405,"sentiment":"neutral","sentiment_score":0.11674214899539948},{"text":"Cool.","start":14.405,"end":14.905,"sentiment":"neutral","sentiment_score":0.223641037940979},{"text":"Okay.","start":15.285,"end":15.785,"sentiment":"neutral","sentiment_score":0.12763239443302157},{"text":"I'm going to give you a basic rundown.","start":16.085,"end":18.585,"sentiment":"neutral","sentiment_score":0.09320186823606491},{"text":"And Larissa said to call you and basically explain the situation.","start":19.285,"end":23.945,"sentiment":"neutral","sentiment_score":0.05346007543531331}],"sentiment":"neutral","sentiment_score":0.08189506168392571,"channel":1,"num_words":22,"start":13.924999,"end":23.945},{"sentences":[{"text":"Yeah.","start":24.59,"end":24.91,"sentiment":"neutral","sentiment_score":0.025137243792414665}],"sentiment":"neutral","sentiment_score":0.025137243792414665,"channel":0,"num_words":1,"start":24.59,"end":24.91},{"sentences":[{"text":"So,","start":24.724998,"end":25.224998,"sentiment":"neutral","sentiment_score":0.007995489984750748}],"sentiment":"neutral","sentiment_score":0.007995489984750748,"channel":1,"num_words":1,"start":24.724998,"end":25.224998},{"sentences":[{"text":"Because she's currently in it at the moment.","start":24.91,"end":26.93,"sentiment":"neutral","sentiment_score":-0.03546299389563501},{"text":"I shall assist.","start":27.150002,"end":28.050001,"sentiment":"neutral","sentiment_score":0.030129340787728626}],"sentiment":"neutral","sentiment_score":-0.017574175345626743,"channel":0,"num_words":11,"start":24.91,"end":28.050001},{"sentences":[{"text":"yes.","start":27.65,"end":28.15,"sentiment":"neutral","sentiment_score":0.0030214497819542885},{"text":"Yes.","start":28.449999,"end":28.949999,"sentiment":"neutral","sentiment_score":-0.09731318801641464},{"text":"Her poor soul.","start":29.009998,"end":30.15,"sentiment":"negative","sentiment_score":-0.6133995453516642}],"sentiment":"negative","sentiment_score":-0.38689807485789063,"channel":1,"num_words":5,"start":27.65,"end":30.15},{"sentences":[{"text":"Yeah.","start":30.59,"end":31.09,"sentiment":"neutral","sentiment_score":-0.1242118403315544}],"sentiment":"neutral","sentiment_score":-0.1242118403315544,"channel":0,"num_words":1,"start":30.59,"end":31.09},{"sentences":[{"text":"So I have a client, Lucas Ross.","start":31.169998,"end":33.829998,"sentiment":"neutral","sentiment_score":-0.05193006779466357},{"text":"He is transferring from Netwealth into an SMSF.","start":34.21,"end":38.309998,"sentiment":"neutral","sentiment_score":-0.04177356278523803},{"text":"The SMSF has been set up by an accountant.","start":38.53,"end":40.79,"sentiment":"neutral","sentiment_score":0.0017823254068692525},{"text":"It is all fine.","start":41.085,"end":42.065,"sentiment":"neutral","sentiment_score":0.09333918429911137},{"text":"Now the accountant has requested the role of Avaya SuperStream.","start":42.605,"end":45.824997,"sentiment":"neutral","sentiment_score":-0.12590653225779533}],"sentiment":"neutral","sentiment_score":-0.04124649035695352,"channel":1,"num_words":38,"start":31.169998,"end":45.824997},{"sentences":[{"text":"The SuperStream request has been rejected by Netwealth.","start":46.445,"end":49.184998,"sentiment":"negative","sentiment_score":-0.5140686891973019},{"text":"Now now that it's 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the specific details in about three different ways for QC to input for an Australian super rollover.","start":303.215,"end":310.91998,"sentiment":"neutral","sentiment_score":-0.08602055789608705},{"text":"They never","start":311.22,"end":311.78,"sentiment":"neutral","sentiment_score":-0.20193419605493546}],"sentiment":"neutral","sentiment_score":-0.10825084122242751,"channel":0,"num_words":27,"start":301.45502,"end":311.78},{"sentences":[{"text":"Yeah.","start":311.74,"end":312.24,"sentiment":"neutral","sentiment_score":-0.11610236763954164}],"sentiment":"neutral","sentiment_score":-0.11610236763954164,"channel":1,"num_words":1,"start":311.74,"end":312.24},{"sentences":[{"text":"showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone.","start":311.78,"end":323.765,"sentiment":"neutral","sentiment_score":-0.06575359740795997},{"text":"So I have no fucking clue what they're typing in.","start":323.765,"end":325.945,"sentiment":"neutral","sentiment_score":-0.32364751398563385},{"text":"Could be anything.","start":326.005,"end":326.825,"sentiment":"neutral","sentiment_score":-0.14333764215310416}],"sentiment":"neutral","sentiment_score":-0.10901038663891646,"channel":0,"num_words":65,"start":311.78,"end":326.825},{"sentences":[{"text":"Yeah.","start":327.54498,"end":327.865,"sentiment":"neutral","sentiment_score":-0.02403666079044342},{"text":"Right.","start":327.865,"end":328.185,"sentiment":"neutral","sentiment_score":-0.02058444544672966},{"text":"Okay.","start":328.185,"end":328.685,"sentiment":"neutral","sentiment_score":-0.028287172317504883}],"sentiment":"neutral","sentiment_score":-0.024302759518225987,"channel":1,"num_words":3,"start":327.54498,"end":328.685},{"sentences":[{"text":"Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO.","start":329.125,"end":339.07,"sentiment":"neutral","sentiment_score":-0.13764288855923545},{"text":"But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce 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and","start":379.315,"end":386.87,"sentiment":"neutral","sentiment_score":-0.02362804627045989}],"sentiment":"neutral","sentiment_score":-0.007892232233037552,"channel":0,"num_words":42,"start":374.675,"end":386.87},{"sentences":[{"text":"Yeah.","start":386.695,"end":387.195,"sentiment":"neutral","sentiment_score":-0.04895278438925743}],"sentiment":"neutral","sentiment_score":-0.04895278438925743,"channel":1,"num_words":1,"start":386.695,"end":387.195},{"sentences":[{"text":"there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly.","start":386.93,"end":395.19,"sentiment":"neutral","sentiment_score":-0.052396106655183045},{"text":"We have someone","start":395.57,"end":396.47,"sentiment":"neutral","sentiment_score":0.019411003837982815}],"sentiment":"neutral","sentiment_score":-0.04411067082904852,"channel":0,"num_words":26,"start":386.93,"end":396.47},{"sentences":[{"text":"Yep.","start":396.41,"end":396.91,"sentiment":"neutral","sentiment_score":0.044188033789396286}],"sentiment":"neutral","sentiment_score":0.044188033789396286,"channel":1,"num_words":1,"start":396.41,"end":396.91},{"sentences":[{"text":"experienced here who can help cross reference the information, and he's our senior adviser.","start":396.53,"end":401.495,"sentiment":"neutral","sentiment_score":0.03948555514216423},{"text":"You can escalate it.","start":401.495,"end":402.695,"sentiment":"neutral","sentiment_score":-0.007132320664823054},{"text":"We'll escalate it with Netwealth.","start":402.695,"end":405.095,"sentiment":"neutral","sentiment_score":0.004384158551692961},{"text":"It's not just a Netwealth thing, and we're happy to check everything to help you out.","start":405.095,"end":410.315,"sentiment":"positive","sentiment_score":0.47382526099681854}],"sentiment":"neutral","sentiment_score":0.20839470405227098,"channel":0,"num_words":39,"start":396.53,"end":410.315},{"sentences":[{"text":"Yeah.","start":411.07498,"end":411.395,"sentiment":"neutral","sentiment_score":0.2968682050704956},{"text":"Okay.","start":411.395,"end":411.79498,"sentiment":"neutral","sentiment_score":0.2603660821914673}],"sentiment":"neutral","sentiment_score":0.27861714363098145,"channel":1,"num_words":2,"start":411.07498,"end":411.79498},{"sentences":[{"text":"We'll","start":411.73502,"end":411.975,"sentiment":"positive","sentiment_score":0.3579801917076111}],"sentiment":"positive","sentiment_score":0.3579801917076111,"channel":0,"num_words":1,"start":411.73502,"end":411.975},{"sentences":[{"text":"Cool.","start":411.79498,"end":412.29498,"sentiment":"positive","sentiment_score":0.33885806798934937}],"sentiment":"positive","sentiment_score":0.33885806798934937,"channel":1,"num_words":1,"start":411.79498,"end":412.29498},{"sentences":[{"text":"help you get it done.","start":411.975,"end":412.95,"sentiment":"positive","sentiment_score":0.42709619998931886}],"sentiment":"positive","sentiment_score":0.42709619998931886,"channel":0,"num_words":5,"start":411.975,"end":412.95},{"sentences":[{"text":"Yep.","start":413.875,"end":414.375,"sentiment":"neutral","sentiment_score":0.21540486812591553},{"text":"Alright.","start":414.835,"end":415.31497,"sentiment":"neutral","sentiment_score":0.26804912090301514}],"sentiment":"neutral","sentiment_score":0.24172699451446533,"channel":1,"num_words":2,"start":413.875,"end":415.31497},{"sentences":[{"text":"Sure.","start":415.19,"end":415.69,"sentiment":"positive","sentiment_score":0.4194645285606384}],"sentiment":"positive","sentiment_score":0.4194645285606384,"channel":0,"num_words":1,"start":415.19,"end":415.69},{"sentences":[{"text":"Sweet.","start":415.31497,"end":415.81497,"sentiment":"positive","sentiment_score":0.7166069746017456},{"text":"Awesome.","start":416.41,"end":416.81,"sentiment":"positive","sentiment_score":0.795191764831543},{"text":"Thanks, Tommy.","start":416.81,"end":417.69,"sentiment":"positive","sentiment_score":0.7719875276088715},{"text":"I'll email the client and then, yeah, call him.","start":417.69,"end":420.51,"sentiment":"positive","sentiment_score":0.3899365034368303}],"sentiment":"positive","sentiment_score":0.5050155635063465,"channel":1,"num_words":13,"start":415.31497,"end":420.51},{"sentences":[{"text":"Awesome, dude.","start":421.19,"end":421.83002,"sentiment":"positive","sentiment_score":0.82796910405159},{"text":"Good luck.","start":421.83002,"end":422.49002,"sentiment":"positive","sentiment_score":0.7661505043506622}],"sentiment":"positive","sentiment_score":0.7970598042011261,"channel":0,"num_words":4,"start":421.19,"end":422.49002},{"sentences":[{"text":"Thanks, mate.","start":422.81,"end":423.53,"sentiment":"positive","sentiment_score":0.7991500496864319},{"text":"Appreciate your help.","start":423.53,"end":424.59,"sentiment":"positive","sentiment_score":0.7853108247121176}],"sentiment":"positive","sentiment_score":0.7908465147018433,"channel":1,"num_words":5,"start":422.81,"end":424.59},{"sentences":[{"text":"You too, mate.","start":424.95,"end":425.75,"sentiment":"positive","sentiment_score":0.583772619565328},{"text":"Bye.","start":425.75,"end":426.25,"sentiment":"positive","sentiment_score":0.3827184140682221}],"sentiment":"positive","sentiment_score":0.5335090681910515,"channel":0,"num_words":4,"start":424.95,"end":426.25},{"sentences":[{"text":"Take care.","start":426.41,"end":426.89,"sentiment":"positive","sentiment_score":0.4262243062257767},{"text":"Bye.","start":426.89,"end":427.39,"sentiment":"neutral","sentiment_score":-0.12020765990018845}],"sentiment":"neutral","sentiment_score":0.24408031751712164,"channel":1,"num_words":3,"start":426.41,"end":427.39}]},"summary":{"result":"success","short":"The customer is trying to resolve an issue with a transfer transfer from their account to a SMSF. They have had issues with the transfer and have had problems with other clients. The agent is trying to gather information and escalate the issue to Net sword."},"intents":{"segments":[{"text":"I'm going to give you a basic rundown. And Larissa said to call you and basically explain the situation. Yeah.","start_word":25,"end_word":44,"intents":[{"intent":"Provide and explain situation","confidence_score":0.00011676977}]},{"text":"So I have a client, Lucas Ross. He is transferring from Netwealth into an SMSF. The SMSF has been set up by an accountant. It is all fine. Now the accountant has requested the role of Avaya SuperStream. The SuperStream request has been rejected by Netwealth. Now now that it's being rejected by Netwealth, they're trying to figure out what happened.","start_word":63,"end_word":123,"intents":[{"intent":"Transfer and verify superstream role","confidence_score":0.0020287614}]},{"text":"explained that the transfer details need to match exactly what's on the SMSF, and it can't vary. He said that that's fine. He said that the SuperStream request matches exactly and that the verification with the ATO does match as well.","start_word":126,"end_word":166,"intents":[{"intent":"Request details","confidence_score":0.00016579086}]},{"text":"Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO. But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back?","start_word":884,"end_word":953,"intents":[{"intent":"Ensure correct ssf call","confidence_score":3.8207355e-7}]},{"text":"We don't have visibility to see that. Which is really annoying. Yeah.","start_word":957,"end_word":968,"intents":[{"intent":"Express difficulty in capturing smfsf information","confidence_score":2.368059e-10}]},{"text":"Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client. And, hopefully, he's not fucking pissed off. Yeah.","start_word":987,"end_word":1016,"intents":[{"intent":"Obtain feedback on chris's response","confidence_score":0.000044766915}]},{"text":"there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly.","start_word":1059,"end_word":1081,"intents":[{"intent":"Request cross-referencing at ato","confidence_score":0.0012645649}]}]},"sentiments":{"segments":[{"text":"Hayden, Melbourne. Tommy, help me, please. What's going on? Are you free for, like, maybe five minutes? Yeah. I'm free. What's up? Yeah. Cool. Okay. I'm going to give you a basic rundown. And Larissa said to call you and basically explain the situation. Yeah. So, Because she's currently in it at the moment. I shall assist. yes. Yes.","start_word":0,"end_word":58,"sentiment":"neutral","sentiment_score":0.03799574077129364},{"text":"Her poor soul.","start_word":59,"end_word":61,"sentiment":"negative","sentiment_score":-0.595264196395874},{"text":"Yeah. So I have a client, Lucas Ross. He is transferring from Netwealth into an SMSF. The SMSF has been set up by an accountant. It is all fine. Now the accountant has requested the role of Avaya SuperStream.","start_word":62,"end_word":100,"sentiment":"neutral","sentiment_score":-0.0506805032491684},{"text":"The SuperStream request has been rejected by Netwealth. Now now that it's being rejected by Netwealth, they're trying to figure out what happened.","start_word":101,"end_word":123,"sentiment":"negative","sentiment_score":-0.4375365972518921},{"text":"I've Yep. explained that the transfer details need to match exactly what's on the SMSF, and it can't vary. He said that that's fine. He said that the SuperStream request matches exactly and that the verification with the ATO does match as well. Now I've called Netwealth back to be like, hey. Can you give me any further insight?","start_word":124,"end_word":182,"sentiment":"neutral","sentiment_score":-0.10171373188495636},{"text":"Because their original response was that it was just like it wasn't being it wasn't able to be verified.","start_word":183,"end_word":201,"sentiment":"negative","sentiment_score":-0.3919799327850342},{"text":"Yeah. Now I've called today, and I've got them to give me a callback. It's taken them three hours to call me back. Sure. They've now come back and said that it needs to remain in a super environment, which an SMSF is. Via SuperStream, it remains in a super environment anyway.","start_word":202,"end_word":253,"sentiment":"neutral","sentiment_score":-0.28375616669654846},{"text":"So I'm very confused because I'm like, well, why the fuck am I getting wrong answers from Netwealth?","start_word":254,"end_word":271,"sentiment":"negative","sentiment_score":-0.7143874168395996},{"text":"Because this guy is like, well, they need to set up a super account. They need to get it to transfer from our Netwealth account to the new super account to then be transferred into the SMSF.","start_word":272,"end_word":308,"sentiment":"neutral","sentiment_score":-0.20964373648166656},{"text":"And I'm like, surely that's not right.","start_word":309,"end_word":315,"sentiment":"negative","sentiment_score":-0.4601409137248993},{"text":"Okay. We've been having a lot of issues with this recently with my other one where we've we've Yeah. finally gotten two out of three rollovers done after about 11 attempts. Yeah. And I'm just, Now like, failing the super after the super everyone. environment thing makes no sense because when you go through SuperStream, you It tag stays there. the, no, you tag the type of transaction as general Right. rollover or contribution. Right. K? Let me So write if that they're down, tagged actually. Yep. Okay. So you tag it So as you got three general options, general, rollover, or contribution. They would have ticked rollover. Yep. Yep. That's fine. Outside of that, if they would like some further assistance, the best thing to do is send us a screenshot of exactly what they're entering into the SuperStream system. Okay. Because if it's matched the ATO details and there's no bounce back on the SuperStream system, then there might be an issue on NetWellsend, but we need to be able to check it. Because Right. it could be something where they've included the client's account number and not their member ID or something like that. There's the fifth 500 different little points of data to cross reference, and it could be anything like that where it's like if they just change this number to this number, it goes through and gets accepted. Right. You know what I mean? Yeah. Okay. So outside of just pestering Netwealth and getting a Netwealth BDM and raising a complaint through Netwealth and doing a lot sort of things further pushing, one of the Yeah. things be like, hey. Can you just send us exactly what you're entering so that we can call Netwealth, fight the issue, cross reference it. Like, we're happy to help, but we've You been just noticing need to give us the information. yeah. And just say that we've been noticing a lot of issues for a lot of different clients of Aspeneth rollovers, and we're happy to help double check all points of data and go through Netwealth. But could you please provide us that information for your SuperStream request? Yeah. Okay.","start_word":316,"end_word":679,"sentiment":"neutral","sentiment_score":-0.03368413204757067},{"text":"Cool. Awesome. Alright.","start_word":680,"end_word":682,"sentiment":"positive","sentiment_score":0.4876803159713745},{"text":"I'll get that, and then we'll be able to cross reference that with whatever we've got and try and go from there and find the error. Yeah. Yeah.","start_word":683,"end_word":710,"sentiment":"neutral","sentiment_score":0.24816109240055084},{"text":"Because the worst thing is I'm dealing with, like, this guy's mad. Like, the client that's rolling out is mad Yeah. Yeah. because he's obviously rolling out, and he wants to fucking buy a house. And then his account is also fucking hopeless, Yeah.","start_word":711,"end_word":754,"sentiment":"negative","sentiment_score":-0.5442841649055481},{"text":"Well, that's the same And issue I'm I've corresponding got with with QC them both. at the moment. So Yeah. And I'm currently corresponding with them both, and it's like, oh my god. so this is the thing. Right? I gave the specific details in about three different ways for QC to input for an Australian super rollover. They never Yeah. showed me what they entered, whether they entered one, two, or three different attempts, what it was, and then all of a sudden, the client calls up the super fund and attempts it from that direction and it rolls, giving the exact details that I told him to say over the phone.","start_word":755,"end_word":867,"sentiment":"neutral","sentiment_score":-0.1172780325982423},{"text":"So I have no fucking clue what they're typing in.","start_word":868,"end_word":877,"sentiment":"negative","sentiment_score":-0.3431847095489502},{"text":"Could be anything. Yeah. Right. Okay. Like, one of the most common issues that even the Australian Superguy said to us, he's like, if you don't put the trustee for the start of the fucking SMSF name, it doesn't match the ATO. But then if they're telling us that it matches the ATO, are they saying it matches when they call the ATO, or are they saying it matches in the system and doesn't bounce back? Yeah. Right. Okay.","start_word":878,"end_word":956,"sentiment":"neutral","sentiment_score":-0.1275203675031662},{"text":"We don't have visibility to see that. Which is really annoying. Yeah. It's a pain in the ass.","start_word":957,"end_word":974,"sentiment":"negative","sentiment_score":-0.5585569143295288},{"text":"I have to email Chris again this afternoon. So Brilliant. Okay. Cool. Well, I'm gonna go back and try and get some responses from this, and then I'm gonna try and call this client. And, hopefully, he's not fucking pissed off. Yeah. Well, even if he is, it's like even just just reassure him and say, hey. We've had word from a lot of different clients who are setting up customer steps that this is happening at a dozen different super funds, and Yeah. there are so many little details to cross reference at each fund and the ATO to make sure it all lines up correctly. We have someone Yep. experienced here who can help cross reference the information, and he's our senior adviser. You can escalate it. We'll escalate it with Netwealth.","start_word":975,"end_word":1108,"sentiment":"neutral","sentiment_score":-0.017930716276168823},{"text":"It's not just a Netwealth thing, and we're happy to check everything to help you out.","start_word":1109,"end_word":1124,"sentiment":"positive","sentiment_score":0.424909234046936},{"text":"Yeah. Okay.","start_word":1125,"end_word":1126,"sentiment":"neutral","sentiment_score":0.27861714363098145},{"text":"We'll Cool. help you get it done.","start_word":1127,"end_word":1133,"sentiment":"positive","sentiment_score":0.38177990913391113},{"text":"Yep. Alright.","start_word":1134,"end_word":1135,"sentiment":"neutral","sentiment_score":0.24172699451446533},{"text":"Sure. Sweet. Awesome. Thanks, Tommy. I'll email the client and then, yeah, call him. Awesome, dude. Good luck. Thanks, mate. Appreciate your help. You too, mate. Bye. Take care.","start_word":1136,"end_word":1164,"sentiment":"positive","sentiment_score":0.6076104640960693},{"text":"Bye.","start_word":1165,"end_word":1165,"sentiment":"neutral","sentiment_score":0.22488674521446228}],"average":{"sentiment":"neutral","sentiment_score":-0.08379855428582172}}}}