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Thanks for calling AustralianSuper. If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.com/noi or via the Australian Super mobile app. To help us serve you faster, please have your member number ready. Our menu options have recently changed. Please listen carefully and select from one of the options. For self-service, including to hear our ABN and USI information, press 1. To join AustralianSuper, press 2. If you're an existing AustralianSuper member, press 3. If you're an employer, press 4. For insurance and claims, press 5. If you're a financial adviser, press 6. We are experiencing a high volume of traffic to our call center. Please call us later. Otherwise, if the matter is urgent, please continue to hold for a representative. To inquire on behalf of a super member, press 1. To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes. You can review our privacy policy at australiansuper.com/privacy for more information. Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or needs. Before making a decision, consider if the information is right for you. We'll be with you soon. Welcome to the Serena Super. My name is Ben. How can I help you? Sure. Yes? 2902. What's the member full name? Yeah. Let me can I check with the member number again? Is it the 1074772902? Yeah. And then the member full name? Yep. I can't I can't find any account information with that. Can I repeat the member number again? 1074772902. Two ah, 2920. Okay. No worries. Yeah. And the member full name again? Thank you. And then the day of birth? Thank you. Are you the TPA of this person? Alright. Alright. Can I grab your first name? Can you spell that out for me? Yep. Yep. And then your last name? Thank you. Yep. Please give me a minute. So hi there. Are you still there? Yeah. So one thing I found out is that your name is not listed as one of the authorized person in this account. Yeah. Yeah. So sure. Because according to the policy, I can only talk to the name that listed in the member as their TPA. So, yeah, unfortunately, I can't find your name here. I'm sorry. Okay. No worries. Yeah. Yep. Thank you for calling Austrian and SIPA. Have a good day then. 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Thanks for calling AustralianSuper. If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.com/noi or via the Australian Super mobile app. To help us serve you faster, please have your member number ready. Our menu options have recently changed.\n\nPlease listen carefully and select from one of the options. For self-service, including to hear our ABN and USI information, press 1. To join AustralianSuper, press 2. If you're an existing AustralianSuper member, press 3. If you're an employer, press 4.\n\nFor insurance and claims, press 5. If you're a financial adviser, press 6. We are experiencing a high volume of traffic to our call center. Please call us later. Otherwise, if the matter is urgent, please continue to hold for a representative.\n\nTo inquire on behalf of a super member, press 1. To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes. You can review our privacy policy at australiansuper.com/privacy for more information. Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or needs. Before making a decision, consider if the information is right for you.\n\nWe'll be with you soon. Welcome to the Serena Super. My name is Ben. How can I help you? Sure.\n\nYes? 2902. What's the member full name? Yeah. Let me can I check with the member number again?\n\nIs it the 1074772902? Yeah. And then the member full name? Yep. I can't I can't find any account information with that.\n\nCan I repeat the member number again? 1074772902. Two ah, 2920. Okay. No worries.\n\nYeah. And the member full name again? Thank you. And then the day of birth? Thank you.\n\nAre you the TPA of this person? Alright. Alright. Can I grab your first name? Can you spell that out for me?\n\nYep. Yep. And then your last name? Thank you. Yep.\n\nPlease give me a minute. So hi there. Are you still there? Yeah. So one thing I found out is that your name is not listed as one of the authorized person in this account.\n\nYeah. Yeah. So sure. Because according to the policy, I can only talk to the name that listed in the member as their TPA. So, yeah, unfortunately, I can't find your name here.\n\nI'm sorry. Okay. No worries. Yeah. Yep.\n\nThank you for calling Austrian and SIPA. Have a good day then. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.98,"sentiment":"positive","sentiment_score":0.48758211731910706},{"text":"Thanks for calling AustralianSuper.","start":1.04,"end":2.5,"sentiment":"positive","sentiment_score":0.6174249053001404},{"text":"If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.com/noi or via the Australian Super mobile app.","start":3.4399998,"end":15.995,"sentiment":"positive","sentiment_score":0.438993344383855},{"text":"To help us serve you faster, please have your member number ready.","start":16.695,"end":20.315,"sentiment":"neutral","sentiment_score":0.27386954923470813},{"text":"Our menu options have recently 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4.","start":42.315002,"end":44.655,"sentiment":"neutral","sentiment_score":-0.006729173474013805}],"sentiment":"neutral","sentiment_score":0.007411094268829357,"num_words":41,"start":23.095001,"end":44.655},{"sentences":[{"text":"For insurance and claims, press 5.","start":45.035,"end":47.855,"sentiment":"neutral","sentiment_score":-0.007324752708276113},{"text":"If you're a financial adviser, press 6.","start":48.235,"end":51.135002,"sentiment":"neutral","sentiment_score":-0.02779804728925228},{"text":"We are experiencing a high volume of traffic to our call center.","start":53.035,"end":56.495003,"sentiment":"negative","sentiment_score":-0.5260764087239901},{"text":"Please call us later.","start":56.93,"end":58.15,"sentiment":"negative","sentiment_score":-0.4546297714114189},{"text":"Otherwise, if the matter is urgent, please continue to hold for a representative.","start":58.850002,"end":63.03,"sentiment":"negative","sentiment_score":-0.44724509578484756}],"sentiment":"negative","sentiment_score":-0.33771802578121424,"num_words":42,"start":45.035,"end":63.03},{"sentences":[{"text":"To inquire on behalf of a super member, press 1.","start":64.93,"end":68.39,"sentiment":"neutral","sentiment_score":-0.06620078310370445},{"text":"To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes.","start":68.770004,"end":76.135,"sentiment":"neutral","sentiment_score":-0.07635505007285821},{"text":"You can review our privacy policy at australiansuper.com/privacy for more information.","start":76.835,"end":83.095,"sentiment":"neutral","sentiment_score":-0.08224041692235252},{"text":"Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or needs.","start":84.0,"end":92.899994,"sentiment":"neutral","sentiment_score":-0.24654249587784643},{"text":"Before making a decision, consider if the information is right for you.","start":93.439995,"end":98.205,"sentiment":"neutral","sentiment_score":-0.07371750163535278}],"sentiment":"neutral","sentiment_score":-0.12763314391175906,"num_words":75,"start":64.93,"end":98.205},{"sentences":[{"text":"We'll be with you soon.","start":98.205,"end":99.505005,"sentiment":"neutral","sentiment_score":0.18115565478801726},{"text":"Welcome to the Serena Super.","start":104.685005,"end":106.285,"sentiment":"positive","sentiment_score":0.44248942732810975},{"text":"My name is Ben.","start":106.285,"end":107.005005,"sentiment":"positive","sentiment_score":0.4439086467027664},{"text":"How can I help you?","start":107.005005,"end":108.145004,"sentiment":"positive","sentiment_score":0.3827254056930542},{"text":"Sure.","start":118.78,"end":119.28,"sentiment":"neutral","sentiment_score":0.02064645104110241}],"sentiment":"positive","sentiment_score":0.3414066738449037,"num_words":20,"start":98.205,"end":119.28},{"sentences":[{"text":"Yes?","start":124.46,"end":124.845,"sentiment":"neutral","sentiment_score":0.01445607841014862},{"text":"2902.","start":131.725,"end":133.105,"sentiment":"neutral","sentiment_score":0.007579446770250797},{"text":"What's the member full name?","start":136.925,"end":138.3,"sentiment":"neutral","sentiment_score":0.019051762670278548},{"text":"Yeah.","start":146.78,"end":147.28,"sentiment":"neutral","sentiment_score":0.021202988922595974},{"text":"Let me can I check with the member number again?","start":147.90001,"end":150.88,"sentiment":"neutral","sentiment_score":0.0042597858235239984}],"sentiment":"neutral","sentiment_score":0.010060843649423785,"num_words":18,"start":124.46,"end":150.88},{"sentences":[{"text":"Is it the 1074772902?","start":151.1,"end":156.665,"sentiment":"neutral","sentiment_score":0.008655418176203966},{"text":"Yeah.","start":166.20999,"end":166.45,"sentiment":"neutral","sentiment_score":0.0274590365588665},{"text":"And then the member full name?","start":166.45,"end":168.06999,"sentiment":"neutral","sentiment_score":0.015567410426835218},{"text":"Yep.","start":181.905,"end":182.225,"sentiment":"neutral","sentiment_score":-0.025305379182100296},{"text":"I can't I can't find any account information with that.","start":182.225,"end":186.24501,"sentiment":"negative","sentiment_score":-0.4772070497274399}],"sentiment":"neutral","sentiment_score":-0.21099503202871842,"num_words":22,"start":151.1,"end":186.24501},{"sentences":[{"text":"Can I repeat the member number again?","start":186.785,"end":189.52501,"sentiment":"neutral","sentiment_score":-0.09213085951549667},{"text":"1074772902.","start":192.21,"end":198.15,"sentiment":"neutral","sentiment_score":-0.0068397196009755135},{"text":"Two ah, 2920.","start":202.29001,"end":205.67,"sentiment":"neutral","sentiment_score":-0.010793361502389113},{"text":"Okay.","start":206.735,"end":207.235,"sentiment":"neutral","sentiment_score":0.003270484507083893},{"text":"No worries.","start":213.05501,"end":213.795,"sentiment":"neutral","sentiment_score":0.005227376706898213}],"sentiment":"neutral","sentiment_score":-0.047886470199695656,"num_words":14,"start":186.785,"end":213.795},{"sentences":[{"text":"Yeah.","start":215.455,"end":215.77501,"sentiment":"neutral","sentiment_score":0.01846819743514061},{"text":"And the member full name again?","start":215.77501,"end":218.195,"sentiment":"neutral","sentiment_score":0.020783081805954378},{"text":"Thank you.","start":220.51001,"end":221.07,"sentiment":"neutral","sentiment_score":0.17782253772020337},{"text":"And then the day of birth?","start":221.07,"end":222.45,"sentiment":"neutral","sentiment_score":0.05764632113277912},{"text":"Thank you.","start":225.79001,"end":226.53,"sentiment":"neutral","sentiment_score":0.1535753458738327}],"sentiment":"neutral","sentiment_score":0.0677553166032714,"num_words":17,"start":215.455,"end":226.53},{"sentences":[{"text":"Are you the TPA of this person?","start":227.87001,"end":229.97,"sentiment":"neutral","sentiment_score":0.03345985617488623},{"text":"Alright.","start":231.87001,"end":232.37001,"sentiment":"neutral","sentiment_score":0.05308707058429718},{"text":"Alright.","start":243.215,"end":243.535,"sentiment":"neutral","sentiment_score":0.052750229835510254},{"text":"Can I grab your first name?","start":243.535,"end":245.14499,"sentiment":"neutral","sentiment_score":0.030819489310185116},{"text":"Can you spell that out for me?","start":245.14499,"end":250.09,"sentiment":"neutral","sentiment_score":0.015304542545761381}],"sentiment":"neutral","sentiment_score":0.028732046696611425,"num_words":22,"start":227.87001,"end":250.09},{"sentences":[{"text":"Yep.","start":256.47,"end":256.97,"sentiment":"neutral","sentiment_score":0.0050420453771948814},{"text":"Yep.","start":257.11002,"end":257.61002,"sentiment":"neutral","sentiment_score":0.0086431372910738},{"text":"And then your last name?","start":260.565,"end":266.565,"sentiment":"neutral","sentiment_score":0.003321574628353119},{"text":"Thank you.","start":266.565,"end":267.465,"sentiment":"neutral","sentiment_score":0.14567185938358307},{"text":"Yep.","start":267.525,"end":267.845,"sentiment":"neutral","sentiment_score":0.06131492182612419}],"sentiment":"neutral","sentiment_score":0.03829516964033246,"num_words":10,"start":256.47,"end":267.845},{"sentences":[{"text":"Please give me a minute.","start":267.845,"end":268.98502,"sentiment":"neutral","sentiment_score":0.02203422039747238},{"text":"So hi there.","start":367.115,"end":368.07498,"sentiment":"neutral","sentiment_score":-0.006194790514806907},{"text":"Are you still there?","start":368.07498,"end":369.29498,"sentiment":"neutral","sentiment_score":-0.021395665127784014},{"text":"Yeah.","start":370.79,"end":371.19,"sentiment":"neutral","sentiment_score":-0.0706535205245018},{"text":"So one thing I found out is that your name is not listed as one of the authorized person in this account.","start":371.19,"end":379.77002,"sentiment":"neutral","sentiment_score":-0.17018951001492413}],"sentiment":"neutral","sentiment_score":-0.10882339059774365,"num_words":35,"start":267.845,"end":379.77002},{"sentences":[{"text":"Yeah.","start":381.91,"end":382.41,"sentiment":"neutral","sentiment_score":-0.03179004415869713},{"text":"Yeah.","start":389.255,"end":389.655,"sentiment":"neutral","sentiment_score":-0.016679879277944565},{"text":"So sure.","start":389.655,"end":392.135,"sentiment":"neutral","sentiment_score":-0.03503786213696003},{"text":"Because according to the policy, I can only talk to the name that listed in the member as their TPA.","start":392.135,"end":399.16,"sentiment":"neutral","sentiment_score":-0.14111419953405857},{"text":"So, yeah, unfortunately, I can't find your name here.","start":399.38,"end":402.18,"sentiment":"neutral","sentiment_score":-0.29221223957008785}],"sentiment":"neutral","sentiment_score":-0.16881029680371284,"num_words":33,"start":381.91,"end":402.18},{"sentences":[{"text":"I'm sorry.","start":402.18,"end":402.84,"sentiment":"neutral","sentiment_score":-0.21674808114767075},{"text":"Okay.","start":413.155,"end":413.655,"sentiment":"neutral","sentiment_score":0.04449164867401123},{"text":"No worries.","start":413.795,"end":414.515,"sentiment":"neutral","sentiment_score":0.08453299850225449},{"text":"Yeah.","start":414.515,"end":415.015,"sentiment":"neutral","sentiment_score":0.1635439693927765},{"text":"Yep.","start":416.035,"end":416.275,"sentiment":"neutral","sentiment_score":0.2199457883834839}],"sentiment":"neutral","sentiment_score":0.02336446302277701,"num_words":7,"start":402.18,"end":416.275},{"sentences":[{"text":"Thank you for calling Austrian and SIPA.","start":416.275,"end":417.875,"sentiment":"positive","sentiment_score":0.4545799791812897},{"text":"Have a good day then.","start":417.875,"end":418.755,"sentiment":"positive","sentiment_score":0.72587651014328},{"text":"Bye bye.","start":418.755,"end":419.415,"sentiment":"neutral","sentiment_score":0.3329313099384308}],"sentiment":"positive","sentiment_score":0.5340932160615921,"num_words":14,"start":416.275,"end":419.415}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hi. Thanks for calling AustralianSuper. If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.com/noi or via the Australian Super mobile app. To help us serve you faster, please have your member number ready. Our menu options have recently changed.\n\nPlease listen carefully and select from one of the options. For self-service, including to hear our ABN and USI information, press 1. To join AustralianSuper, press 2. If you're an existing AustralianSuper member, press 3. If you're an employer, press 4.\n\nFor insurance and claims, press 5. If you're a financial adviser, press 6. We are experiencing a high volume of traffic to our call center. Please call us later. Otherwise, if the matter is urgent, please continue to hold for a representative.\n\nTo inquire on behalf of a super member, press 1. To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes. You can review our privacy policy at australiansuper.com/privacy for more information. Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or needs. Before making a decision, consider if the information is right for you.\n\nWe'll be with you soon. Welcome to the Serena Super. My name is Ben. How can I help you?\n\nChannel 0: Hi. My name is Veronica, and I'm calling from ICU Financial. I just have a few questions in regards to one of our client's account. Can I give you their member number?\n\nChannel 1: Sure.\n\nChannel 0: 1074\n\nChannel 1: Yes?\n\nChannel 0: 772902.\n\nChannel 1: 2902.\n\nChannel 0: Yes, please.\n\nChannel 1: What's the member full name?\n\nChannel 0: Kyle Patrick Sacy.\n\nChannel 1: Yeah. Let me can I check with the member number again? Is it the 1074772902?\n\nChannel 0: Yes.\n\nChannel 1: Yeah. And then the member full name?\n\nChannel 0: Kyle Patrick Facey.\n\nChannel 1: Yep. I can't I can't find any account information with that. Can I repeat the member number again?\n\nChannel 0: Yeah. Sure.\n\nChannel 1: 1074772902.\n\nChannel 0: Sorry. 2920. Sorry. The 2\n\nChannel 1: Two\n\nChannel 0: and the 0 were just back to front.\n\nChannel 1: ah, 2920.\n\nChannel 0: Yes. Correct.\n\nChannel 1: Okay.\n\nChannel 0: I was like, I have a a run down in front of me in front of me.\n\nChannel 1: No worries.\n\nChannel 0: No. It was just the 2 and the 0.\n\nChannel 1: Yeah. And the member full name again?\n\nChannel 0: Kyle Patrick Fazy.\n\nChannel 1: Thank you. And then the day of birth?\n\nChannel 0: 08/09/1988.\n\nChannel 1: Thank you. Are you the TPA of this person?\n\nChannel 0: Yes. Yep. The firm\n\nChannel 1: Alright.\n\nChannel 0: is. Yeah.\n\nChannel 1: Alright. Can I grab your first name? Can\n\nChannel 0: Yeah. So it's Veronica,\n\nChannel 1: you spell that out for me?\n\nChannel 0: v e r o n I\n\nChannel 1: Yep. Yep.\n\nChannel 0: k a,\n\nChannel 1: And then your last\n\nChannel 0: Glover, g l o v e r.\n\nChannel 1: name? Thank you. Yep. Please give me a minute.\n\nChannel 0: Yeah. Sure.\n\nChannel 1: So hi there. Are you still there?\n\nChannel 0: Yes.\n\nChannel 1: Yeah. So one thing I found out is that your name is not listed as one of the authorized person in this account.\n\nChannel 0: Okay.\n\nChannel 1: Yeah.\n\nChannel 0: That's okay. I will just get one of my colleagues to call up instead\n\nChannel 1: Yeah.\n\nChannel 0: and see\n\nChannel 1: So\n\nChannel 0: if they are there on the list.\n\nChannel 1: sure. Because according to the policy, I can only talk to the name that listed in the member as their TPA. So, yeah, unfortunately,\n\nChannel 0: Yep.\n\nChannel 1: I can't find your name here. I'm sorry.\n\nChannel 0: No. That's okay. I will just give get my colleague who's been working a little bit longer to to give you a call because she's probably on the list instead. No problem,\n\nChannel 1: Okay.\n\nChannel 0: though.\n\nChannel 1: No worries. Yeah.\n\nChannel 0: Thanks. Bye.\n\nChannel 1: Yep. Thank you for calling Austrian and SIPA. Have a good day then. Bye bye.\n\nChannel 0: You too. Bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.48,"end":0.98,"sentiment":"positive","sentiment_score":0.48758211731910706},{"text":"Thanks for calling AustralianSuper.","start":1.04,"end":2.5,"sentiment":"positive","sentiment_score":0.6174249053001404},{"text":"If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.com/noi or via the Australian Super mobile app.","start":3.4399998,"end":15.995,"sentiment":"positive","sentiment_score":0.438993344383855},{"text":"To help us serve you faster, please have your member number ready.","start":16.695,"end":20.315,"sentiment":"neutral","sentiment_score":0.27386954923470813},{"text":"Our menu options have recently 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4.","start":42.315002,"end":44.655,"sentiment":"neutral","sentiment_score":-0.006729173474013805}],"sentiment":"neutral","sentiment_score":0.007411094268829357,"channel":1,"num_words":41,"start":23.095001,"end":44.655},{"sentences":[{"text":"For insurance and claims, press 5.","start":45.035,"end":47.855,"sentiment":"neutral","sentiment_score":-0.007324752708276113},{"text":"If you're a financial adviser, press 6.","start":48.235,"end":51.135002,"sentiment":"neutral","sentiment_score":-0.02779804728925228},{"text":"We are experiencing a high volume of traffic to our call center.","start":53.035,"end":56.495003,"sentiment":"negative","sentiment_score":-0.5260764087239901},{"text":"Please call us later.","start":56.93,"end":58.15,"sentiment":"negative","sentiment_score":-0.4546297714114189},{"text":"Otherwise, if the matter is urgent, please continue to hold for a representative.","start":58.850002,"end":63.03,"sentiment":"negative","sentiment_score":-0.44724509578484756}],"sentiment":"negative","sentiment_score":-0.33771802578121424,"channel":1,"num_words":42,"start":45.035,"end":63.03},{"sentences":[{"text":"To inquire on behalf of a super member, press 1.","start":64.93,"end":68.39,"sentiment":"neutral","sentiment_score":-0.06620078310370445},{"text":"To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes.","start":68.770004,"end":76.135,"sentiment":"neutral","sentiment_score":-0.07635505007285821},{"text":"You can review our privacy policy at australiansuper.com/privacy for more information.","start":76.835,"end":83.095,"sentiment":"neutral","sentiment_score":-0.08224041692235252},{"text":"Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or 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you?","start":107.005005,"end":108.145004,"sentiment":"positive","sentiment_score":0.3827254056930542}],"sentiment":"positive","sentiment_score":0.3582887908345775,"channel":1,"num_words":19,"start":98.205,"end":108.145004},{"sentences":[{"text":"Hi.","start":108.695,"end":109.015,"sentiment":"neutral","sentiment_score":0.08638598024845123},{"text":"My name is Veronica, and I'm calling from ICU Financial.","start":109.015,"end":111.835,"sentiment":"neutral","sentiment_score":0.11050757691264153},{"text":"I just have a few questions in regards to one of our client's account.","start":112.375,"end":116.235,"sentiment":"neutral","sentiment_score":0.07290638318019253},{"text":"Can I give you their member number?","start":116.855,"end":118.555,"sentiment":"neutral","sentiment_score":0.043684400618076324}],"sentiment":"neutral","sentiment_score":0.07868568494450301,"channel":0,"num_words":32,"start":108.695,"end":118.555},{"sentences":[{"text":"Sure.","start":118.78,"end":119.28,"sentiment":"neutral","sentiment_score":0.02064645104110241}],"sentiment":"neutral","sentiment_score":0.02064645104110241,"channel":1,"num_words":1,"start":118.78,"end":119.28},{"sentences":[{"text":"1074","start":120.695,"end":123.435,"sentiment":"neutral","sentiment_score":0.014700833708047869}],"sentiment":"neutral","sentiment_score":0.014700833708047869,"channel":0,"num_words":1,"start":120.695,"end":123.435},{"sentences":[{"text":"Yes?","start":124.46,"end":124.845,"sentiment":"neutral","sentiment_score":0.01445607841014862}],"sentiment":"neutral","sentiment_score":0.01445607841014862,"channel":1,"num_words":1,"start":124.46,"end":124.845},{"sentences":[{"text":"772902.","start":124.47,"end":129.61,"sentiment":"neutral","sentiment_score":0.00815701112151146}],"sentiment":"neutral","sentiment_score":0.00815701112151146,"channel":0,"num_words":1,"start":124.47,"end":129.61},{"sentences":[{"text":"2902.","start":131.725,"end":133.105,"sentiment":"neutral","sentiment_score":0.007579446770250797}],"sentiment":"neutral","sentiment_score":0.007579446770250797,"channel":1,"num_words":1,"start":131.725,"end":133.105},{"sentences":[{"text":"Yes, please.","start":133.51,"end":134.33,"sentiment":"neutral","sentiment_score":0.021217196248471737}],"sentiment":"neutral","sentiment_score":0.021217196248471737,"channel":0,"num_words":2,"start":133.51,"end":134.33},{"sentences":[{"text":"What's the member full name?","start":136.925,"end":138.3,"sentiment":"neutral","sentiment_score":0.019051762670278548}],"sentiment":"neutral","sentiment_score":0.019051762670278548,"channel":1,"num_words":5,"start":136.925,"end":138.3},{"sentences":[{"text":"Kyle Patrick Sacy.","start":139.205,"end":140.505,"sentiment":"neutral","sentiment_score":0.013662797088424364}],"sentiment":"neutral","sentiment_score":0.013662797088424364,"channel":0,"num_words":3,"start":139.205,"end":140.505},{"sentences":[{"text":"Yeah.","start":146.78,"end":147.28,"sentiment":"neutral","sentiment_score":0.021202988922595974},{"text":"Let me can I check with the member number again?","start":147.90001,"end":150.88,"sentiment":"neutral","sentiment_score":0.0042597858235239984},{"text":"Is it the 1074772902?","start":151.1,"end":156.665,"sentiment":"neutral","sentiment_score":0.008655418176203966}],"sentiment":"neutral","sentiment_score":0.006561501324176789,"channel":1,"num_words":15,"start":146.78,"end":156.665},{"sentences":[{"text":"Yes.","start":157.06,"end":157.56,"sentiment":"neutral","sentiment_score":0.029576385393738747}],"sentiment":"neutral","sentiment_score":0.029576385393738747,"channel":0,"num_words":1,"start":157.06,"end":157.56},{"sentences":[{"text":"Yeah.","start":166.20999,"end":166.45,"sentiment":"neutral","sentiment_score":0.0274590365588665},{"text":"And then the member full name?","start":166.45,"end":168.06999,"sentiment":"neutral","sentiment_score":0.015567410426835218}],"sentiment":"neutral","sentiment_score":0.017266214159982547,"channel":1,"num_words":7,"start":166.20999,"end":168.06999},{"sentences":[{"text":"Kyle Patrick Facey.","start":169.075,"end":171.015,"sentiment":"neutral","sentiment_score":0.013921876748402914}],"sentiment":"neutral","sentiment_score":0.013921876748402914,"channel":0,"num_words":3,"start":169.075,"end":171.015},{"sentences":[{"text":"Yep.","start":181.905,"end":182.225,"sentiment":"neutral","sentiment_score":-0.025305379182100296},{"text":"I can't I can't find any account information with that.","start":182.225,"end":186.24501,"sentiment":"negative","sentiment_score":-0.4772070497274399},{"text":"Can I repeat the member number 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then.","start":417.875,"end":418.755,"sentiment":"positive","sentiment_score":0.72587651014328},{"text":"Bye bye.","start":418.755,"end":419.415,"sentiment":"neutral","sentiment_score":0.3329313099384308}],"sentiment":"positive","sentiment_score":0.5131500542163849,"channel":1,"num_words":15,"start":416.035,"end":419.415},{"sentences":[{"text":"You too.","start":419.575,"end":420.055,"sentiment":"positive","sentiment_score":0.34133052825927734},{"text":"Bye.","start":420.055,"end":420.555,"sentiment":"neutral","sentiment_score":-0.09110240638256072}],"sentiment":"neutral","sentiment_score":0.19718621671199799,"channel":0,"num_words":3,"start":419.575,"end":420.555}]},"summary":{"result":"success","short":"The customer calls Australian 235's call center and is prompted to select options for different services. The representative informs the customer that there is a high volume of calls and asks them to call back later. The representative then tries to find the customer's member number and asks for their full name and date of birth, but cannot find their name. The representative promises to call a colleague to see if they are on the list and apologizes for the inconvenience."},"intents":{"segments":[{"text":"My name is Veronica, and I'm calling from ICU Financial. I just have a few questions in regards to one of our client's account. Can I give you their member number? Sure.","start_word":232,"end_word":263,"intents":[{"intent":"Inquire about member","confidence_score":0.0016680984}]},{"text":"I can't I can't find any account information with that.","start_word":306,"end_word":315,"intents":[{"intent":"Find account information","confidence_score":0.063413605}]},{"text":"And the member full name again? Kyle Patrick Fazy.","start_word":373,"end_word":381,"intents":[{"intent":"Retrieve member name","confidence_score":0.11392962},{"intent":"Obtain member's name","confidence_score":0.015713342}]},{"text":"Are you the TPA of this person? Yes. Yep.","start_word":393,"end_word":401,"intents":[{"intent":"Obtain tpa number","confidence_score":0.007108677}]},{"text":"I will just get one of my colleagues to call up instead Yeah.","start_word":492,"end_word":504,"intents":[{"intent":"Request call from colleague","confidence_score":0.063569024}]}]},"sentiments":{"segments":[{"text":"Hi. Thanks for calling AustralianSuper. If you're calling to claim a tax deduction on a personal contribution, the fastest and easiest way is via your account online at australiansuper.","start_word":0,"end_word":28,"sentiment":"positive","sentiment_score":0.4768446087837219},{"text":"com/noi or via the Australian Super mobile app. To help us serve you faster, please have your member number ready. Our menu options have recently changed. Please listen carefully and select from one of the options. For self-service, including to hear our ABN and USI information, press 1. To join AustralianSuper, press 2. If you're an existing AustralianSuper member, press 3. If you're an employer, press 4. For insurance and claims, press 5. If you're a financial adviser, press 6. We are experiencing a high volume of traffic to our call center.","start_word":28,"end_word":119,"sentiment":"neutral","sentiment_score":-0.0008056833175942302},{"text":"Please call us later. Otherwise, if the matter is urgent, please continue to hold for a representative.","start_word":120,"end_word":136,"sentiment":"negative","sentiment_score":-0.4410643577575683},{"text":"To inquire on behalf of a super member, press 1. To inquire on behalf of a retire this call will be recorded for training, quality assurance, and verification purposes. You can review our privacy policy at australiansuper.com/privacy for more information. Information provided during this call is factual only and does not take into consideration any of your personal objectives, financial situation, or needs. Before making a decision, consider if the information is right for you. We'll be with you soon.","start_word":137,"end_word":216,"sentiment":"neutral","sentiment_score":-0.09909635037183762},{"text":"Welcome to the Serena Super. My name is Ben. How can I help you?","start_word":217,"end_word":230,"sentiment":"positive","sentiment_score":0.4218784272670746},{"text":"Hi. My name is Veronica, and I'm calling from ICU Financial. I just have a few questions in regards to one of our client's account. Can I give you their member number? Sure. 1074 Yes? 772902. 2902. Yes, please. What's the member full name? Kyle Patrick Sacy. Yeah. Let me can I check with the member number again? Is it the 1074772902? Yes. Yeah. And then the member full name? Kyle Patrick Facey. Yep.","start_word":231,"end_word":304,"sentiment":"neutral","sentiment_score":0.038858890533447266},{"text":"I can't I can't find any account information with that.","start_word":305,"end_word":314,"sentiment":"negative","sentiment_score":-0.46730008721351624},{"text":"Can I repeat the member number again? Yeah. Sure. 1074772902. Sorry. 2920. Sorry. The 2 Two and the 0 were just back to front. ah, 2920. Yes. Correct. Okay. I was like, I have a a run down in front of me in front of me. No worries. No. It was just the 2 and the 0. Yeah. And the member full name again? Kyle Patrick Fazy. Thank you. And then the day of birth? 08/09/1988. Thank you. Are you the TPA of this person? Yes. Yep. The firm Alright. is. Yeah. Alright. Can I grab your first name? Can Yeah. So it's Veronica, you spell that out for me? v e r o n I Yep. Yep. k a, And then your last Glover, g l o v e r. name? Thank you. Yep. Please give me a minute. Yeah. Sure. So hi there. Are you still there? Yes. Yeah. So one thing I found out is that your name is not listed as one of the authorized person in this account. Okay. Yeah. That's okay. I will just get one of my colleagues to call up instead Yeah. and see So if they are there on the list. sure. Because according to the policy, I can only talk to the name that listed in the member as their TPA. So, yeah, unfortunately, Yep.","start_word":315,"end_word":539,"sentiment":"neutral","sentiment_score":-0.023285197094082832},{"text":"I can't find your name here.","start_word":540,"end_word":545,"sentiment":"negative","sentiment_score":-0.35442692041397095},{"text":"I'm sorry. No. That's okay. I will just give get my colleague who's been working a little bit longer to to give you a call because she's probably on the list instead. No problem, Okay. though. No worries. Yeah. Thanks. Bye. Yep.","start_word":546,"end_word":587,"sentiment":"neutral","sentiment_score":-0.038535311818122864},{"text":"Thank you for calling Austrian and SIPA. Have a good day then. Bye bye. You too.","start_word":588,"end_word":603,"sentiment":"positive","sentiment_score":0.4942014385014773},{"text":"Bye.","start_word":604,"end_word":604,"sentiment":"neutral","sentiment_score":0.1755860447883606}],"average":{"sentiment":"neutral","sentiment_score":0.003731943428788555}}}}