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Is that something you can help me with, or do I have to speak to the insurance department? Yes. But I'm just asking just for research purposes. I just need some general clarity. Sorry. It's not really specific to a client. Yep. Yeah. So the client currently have insurance, so like, TPD and IP with you guys, And we're looking to increasing the cover. So we're looking at so it currently has about 500,000, and we're looking at increasing it to about a mil and IP as well. So increasing IP. So I just wanted to know a bit more clarity in regards to the underwriting process to get that increased and then also inquire about preexisting information. Yep. Okay. And who are you going to? Direct. Okay. And do you guys have obviously, I understand the client can't apply for the cover. But just so that I can do the research for the client, do you have what the underwriting requirements will be to increase it? Like, obviously, you can't do it yet, but just for research purposes. The June 30. Okay. So you wouldn't happen then to know, obviously, the rules in regards to preexisting conditions as well? Because that would potentially all change. Mhmm. Yep. Yep. Yep. Yeah. No. That's fine. Yep. Yep. Mhmm. Yep. And that tailored application, obviously, you'll have a different insurer assessing the application. But will your tailored application change, or is that the same? It's just a different provider assessing it? Okay. And where can I find what that tailored application look like? Just so that I can look at, like, questions and stuff. Yep. Perfect. I'm on there now. Let me have a look. So this is on your main page, or do I have to click on to the insurance information? At this bottom. Yes. Yep. Yep. Perfect. Change my insurance cover. Let me have a look. Yep. And is it then the make change to my insurance tailored insurance form? Is that the one? Okay. Perfect. And would that be the same application? It says currently unavailable. Okay. No. That is no problem at all. I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that. No worries. Thank you so much for your help. You too. 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Veronica at Oakview Financial. No. I just have some general questions in regards to a potential client, but they're all insurance related. Is that something you can help me with, or do I have to speak to the insurance department?\n\nYes. But I'm just asking just for research purposes. I just need some general clarity. Sorry. It's not really specific to a client.\n\nYep. Yeah. So the client currently have insurance, so like, TPD and IP with you guys, And we're looking to increasing the cover. So we're looking at so it currently has about 500,000, and we're looking at increasing it to about a mil and IP as well. So increasing IP.\n\nSo I just wanted to know a bit more clarity in regards to the underwriting process to get that increased and then also inquire about preexisting information. Yep. Okay. And who are you going to? Direct.\n\nOkay. And do you guys have obviously, I understand the client can't apply for the cover. But just so that I can do the research for the client, do you have what the underwriting requirements will be to increase it? Like, obviously, you can't do it yet, but just for research purposes. The June 30.\n\nOkay. So you wouldn't happen then to know, obviously, the rules in regards to preexisting conditions as well? Because that would potentially all change. Mhmm. Yep.\n\nYep. Yep. Yeah. No. That's fine.\n\nYep. Yep. Mhmm. Yep. And that tailored application, obviously, you'll have a different insurer assessing the application.\n\nBut will your tailored application change, or is that the same? It's just a different provider assessing it? Okay. And where can I find what that tailored application look like? Just so that I can look at, like, questions and stuff.\n\nYep. Perfect. I'm on there now. Let me have a look. So this is on your main page, or do I have to click on to the insurance information?\n\nAt this bottom. Yes. Yep. Yep. Perfect.\n\nChange my insurance cover. Let me have a look. Yep. And is it then the make change to my insurance tailored insurance form? Is that the one?\n\nOkay. Perfect. And would that be the same application? It says currently unavailable. Okay.\n\nNo. That is no problem at all. I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that. No worries. Thank you so much for your help.\n\nYou too. Bye.","paragraphs":[{"sentences":[{"text":"Yeah.","start":198.0,"end":198.32,"sentiment":"neutral","sentiment_score":0.03337511047720909},{"text":"Veronica at Oakview Financial.","start":198.32,"end":200.26001,"sentiment":"neutral","sentiment_score":0.04761423263698816},{"text":"No.","start":207.13501,"end":207.375,"sentiment":"neutral","sentiment_score":-0.07603820413351059},{"text":"I just have some general questions in regards to a potential client, but they're all insurance related.","start":207.375,"end":212.755,"sentiment":"neutral","sentiment_score":-0.04469526296152788},{"text":"Is that something you can help me with, or do I have to speak to the insurance 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tailored application change, or is that the same?","start":372.725,"end":377.67,"sentiment":"neutral","sentiment_score":-0.06296569786288521},{"text":"It's just a different provider assessing it?","start":377.67,"end":380.33002,"sentiment":"neutral","sentiment_score":-0.08044473720448357},{"text":"Okay.","start":383.91,"end":384.23,"sentiment":"neutral","sentiment_score":0.0516582727432251},{"text":"And where can I find what that tailored application look like?","start":384.23,"end":387.35,"sentiment":"neutral","sentiment_score":0.043182960796085273},{"text":"Just so that I can look at, like, questions and stuff.","start":387.35,"end":389.93,"sentiment":"neutral","sentiment_score":0.05380035564303398}],"sentiment":"neutral","sentiment_score":-0.0033478313012094032,"num_words":41,"start":372.725,"end":389.93},{"sentences":[{"text":"Yep.","start":396.445,"end":396.945,"sentiment":"neutral","sentiment_score":0.13537046313285828},{"text":"Perfect.","start":397.085,"end":397.48502,"sentiment":"positive","sentiment_score":0.4110513627529144},{"text":"I'm on there now.","start":397.48502,"end":398.545,"sentiment":"neutral","sentiment_score":0.2181694321334362},{"text":"Let me have a look.","start":414.78,"end":416.15997,"sentiment":"neutral","sentiment_score":0.03656307198107243},{"text":"So this is on your main page, or do I have to click on to the insurance information?","start":416.595,"end":420.535,"sentiment":"neutral","sentiment_score":0.008990087986199392}],"sentiment":"neutral","sentiment_score":0.06081849993367133,"num_words":29,"start":396.445,"end":420.535},{"sentences":[{"text":"At this bottom.","start":426.115,"end":427.015,"sentiment":"neutral","sentiment_score":-0.0031652580946683884},{"text":"Yes.","start":436.12997,"end":436.62997,"sentiment":"neutral","sentiment_score":0.0480823740363121},{"text":"Yep.","start":436.77,"end":437.27,"sentiment":"neutral","sentiment_score":0.04981028661131859},{"text":"Yep.","start":441.505,"end":442.005,"sentiment":"neutral","sentiment_score":0.09238632023334505},{"text":"Perfect.","start":442.065,"end":442.565,"sentiment":"neutral","sentiment_score":0.2365577518939972}],"sentiment":"neutral","sentiment_score":0.05962013692728111,"num_words":7,"start":426.115,"end":442.565},{"sentences":[{"text":"Change my insurance cover.","start":448.225,"end":449.905,"sentiment":"neutral","sentiment_score":0.016731585143133998},{"text":"Let me have a 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currently unavailable.","start":470.255,"end":471.795,"sentiment":"neutral","sentiment_score":-0.21508143842220306},{"text":"Okay.","start":485.87003,"end":486.37003,"sentiment":"neutral","sentiment_score":-0.05980031192302704}],"sentiment":"neutral","sentiment_score":-0.0447013010936124,"num_words":14,"start":464.895,"end":486.37003},{"sentences":[{"text":"No.","start":487.79,"end":488.11002,"sentiment":"neutral","sentiment_score":-0.06483864784240723},{"text":"That is no problem at all.","start":488.11002,"end":490.03,"sentiment":"neutral","sentiment_score":0.013800608615080515},{"text":"I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that.","start":490.03,"end":498.435,"sentiment":"neutral","sentiment_score":-0.04029785649015986},{"text":"No worries.","start":501.42288,"end":501.90286,"sentiment":"neutral","sentiment_score":0.3093508929014206},{"text":"Thank you so much for your help.","start":501.90286,"end":503.36285,"sentiment":"positive","sentiment_score":0.6297628368650164}],"sentiment":"neutral","sentiment_score":0.0861415290998088,"num_words":45,"start":487.79,"end":503.36285},{"sentences":[{"text":"You too.","start":505.98288,"end":506.70288,"sentiment":"neutral","sentiment_score":0.29931876063346863},{"text":"Bye.","start":506.70288,"end":507.20288,"sentiment":"neutral","sentiment_score":0.0929456576704979}],"sentiment":"neutral","sentiment_score":0.2305277263124784,"num_words":3,"start":505.98288,"end":507.20288}]}}]},{"alternatives":[{"transcript":"Thank you for calling Australian Retirement Trust. We are currently experiencing longer than usual wait times and appreciate your patience. If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online. We cannot guarantee contributions made after the June 22 will be received this financial year. To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also find answers to many common member questions. Otherwise, please continue to hold to speak to a team member. Welcome to Australian Retirement Trust. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or if you have an insurance inquiry, press 5. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information, like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or For an account rundown, press 1. To follow-up on a client's form or transaction, press 2. For all other questions, including adviser online support, advice fees, client transfers, and our products, press 3. We're about to transfer you to one of our member solutions consultants. To ensure the security of your account information, we will ask you a series of security questions. As part of our commitment to quality service, your call will be monitored or recorded. Please advise us if you do not wish this to occur. Keep in mind, any information you receive today is general in nature and does not consider your personal circumstances. You should consider whether the information is right for your needs and read the product disclosure statement before acting on any information provided. Please note, any information we collect from you will be handled in accordance with our privacy policy. Our financial services guide, product disclosure statement, and privacy policy are all available on request or from our website. A reminder, the use of abusive, threatening, or inappropriate language may result in us ending the call. Welcome to adviser support. You're speaking with John. Can I start with your name and the practice, please? Okay. Do you have a client number? Well, is it like, are they current members? Or okay. Yeah. I mean, I can help you or I can find out information. What's what's the information? What are you chasing there? Yeah. Yeah. Right. Well, currently, we're in an insurance blackout from June to the thirtieth because we're switching insurance providers. Zurich. From AIA to Zurich. Not at this stage. No. Not at this stage. No. Unfortunately, not till after the June 30. Yeah. Like, I mean, with all that sort of preexisting conditions, tailoring your insurance, like, you do complete a tailoring insurance application. It does go to the underwriter, will be Zurich from the June 30, for assessment. Now I don't we don't have much information to provide because we're in a blackout at the moment until after the thirtieth of June. Like, we wouldn't be able to speak to the insurance provider either because we kind of locked everything down while we switch over. Mhmm. Yeah. Correct. That's that's correct. Yeah. Sure. So if you go to our website, art.com.au, Just having a look. I don't know. Yeah. There is. Alright. So if you go down to the very bottom, you'll see some menus getting started or already a member, help and tools. Yeah. Correct. No. From the main page. Down the bottom, there's four menus. Getting started, already a member, help and tools, about. Yep. Under help and tools, the forms and tasks. And then you'll see change my insurance cover. Find out more. Yeah. Correct. That is the one. Correct. So that's that's, yep, that's where we're at at the moment just due to the the change of insurance providers. So, unfortunately, there won't be that information until the June 30. Okay. Perfect. Alright. Thanks. Have a great day. 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you for calling Australian Retirement Trust. We are currently experiencing longer than usual wait times and appreciate your patience. If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online. We cannot guarantee contributions made after the June 22 will be received this financial year. To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also find answers to many common member questions.\n\nOtherwise, please continue to hold to speak to a team member. Welcome to Australian Retirement Trust. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1.\n\nTo join Australian Retirement Trust as a member or to hear our fund information like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or if you have an insurance inquiry, press 5. Please listen carefully as our menu options have changed.\n\nIf you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information, like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4.\n\nTo notify us of a death or For an account rundown, press 1. To follow-up on a client's form or transaction, press 2. For all other questions, including adviser online support, advice fees, client transfers, and our products, press 3. We're about to transfer you to one of our member solutions consultants. To ensure the security of your account information, we will ask you a series of security questions.\n\nAs part of our commitment to quality service, your call will be monitored or recorded. Please advise us if you do not wish this to occur. Keep in mind, any information you receive today is general in nature and does not consider your personal circumstances. You should consider whether the information is right for your needs and read the product disclosure statement before acting on any information provided. Please note, any information we collect from you will be handled in accordance with our privacy policy.\n\nOur financial services guide, product disclosure statement, and privacy policy are all available on request or from our website. A reminder, the use of abusive, threatening, or inappropriate language may result in us ending the call. Welcome to adviser support. You're speaking with John. Can I start with your name and the practice, please?\n\nOkay. Do you have a client number? Well, is it like, are they current members? Or okay. Yeah.\n\nI mean, I can help you or I can find out information. What's what's the information? What are you chasing there? Yeah. Yeah.\n\nRight. Well, currently, we're in an insurance blackout from June to the thirtieth because we're switching insurance providers. Zurich. From AIA to Zurich. Not at this stage.\n\nNo. Not at this stage. No. Unfortunately, not till after the June 30. Yeah.\n\nLike, I mean, with all that sort of preexisting conditions, tailoring your insurance, like, you do complete a tailoring insurance application. It does go to the underwriter, will be Zurich from the June 30, for assessment. Now I don't we don't have much information to provide because we're in a blackout at the moment until after the thirtieth of June. Like, we wouldn't be able to speak to the insurance provider either because we kind of locked everything down while we switch over. Mhmm.\n\nYeah. Correct. That's that's correct. Yeah. Sure.\n\nSo if you go to our website, art.com.au, Just having a look. I don't know. Yeah. There is. Alright.\n\nSo if you go down to the very bottom, you'll see some menus getting started or already a member, help and tools. Yeah. Correct. No. From the main page.\n\nDown the bottom, there's four menus. Getting started, already a member, help and tools, about. Yep. Under help and tools, the forms and tasks. And then you'll see change my insurance cover.\n\nFind out more. Yeah. Correct. That is the one. Correct.\n\nSo that's that's, yep, that's where we're at at the moment just due to the the change of insurance providers. So, unfortunately, there won't be that information until the June 30. Okay. Perfect. Alright.\n\nThanks. Have a great day. Goodbye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Australian Retirement Trust.","start":0.96,"end":3.3799999,"sentiment":"positive","sentiment_score":0.339639629636492},{"text":"We are currently experiencing longer than usual wait times and appreciate your patience.","start":3.6799998,"end":8.02,"sentiment":"negative","sentiment_score":-0.4051943604762738},{"text":"If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online.","start":8.559999,"end":16.765,"sentiment":"neutral","sentiment_score":-0.060467784937757715},{"text":"We cannot guarantee contributions made after the June 22 will be received this financial year.","start":17.305,"end":23.645,"sentiment":"negative","sentiment_score":-0.34741578499476117},{"text":"To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also find answers to many common member questions.","start":24.185001,"end":35.46,"sentiment":"neutral","sentiment_score":-0.034482165267973236}],"sentiment":"neutral","sentiment_score":-0.11501446719023775,"num_words":94,"start":0.96,"end":35.46},{"sentences":[{"text":"Otherwise, please continue to hold to speak to a team member.","start":35.92,"end":39.06,"sentiment":"neutral","sentiment_score":-0.17248724671927365},{"text":"Welcome to Australian Retirement Trust.","start":39.28,"end":41.46,"sentiment":"neutral","sentiment_score":0.0531852476298809},{"text":"Please listen carefully as our menu options have changed.","start":41.615,"end":44.435,"sentiment":"neutral","sentiment_score":-0.03888005887468656},{"text":"If you need assistance logging in or using member online or our mobile app, please press star.","start":44.895,"end":50.035,"sentiment":"neutral","sentiment_score":-0.013631925425108741},{"text":"If you've already got an account with us, press 1.","start":50.335,"end":53.235,"sentiment":"neutral","sentiment_score":-0.0172472539357841}],"sentiment":"neutral","sentiment_score":-0.04587633225422066,"num_words":52,"start":35.92,"end":53.235},{"sentences":[{"text":"To join Australian Retirement Trust as a member or to hear our fund information like ABN and USI, press 2.","start":53.55,"end":60.37,"sentiment":"neutral","sentiment_score":-0.000644859642488882},{"text":"If you are a financial adviser, press 3.","start":60.67,"end":63.41,"sentiment":"neutral","sentiment_score":-0.03381743445061147},{"text":"If you're an employer, press 4.","start":63.71,"end":65.89,"sentiment":"neutral","sentiment_score":-0.0489776444931825},{"text":"To notify us of a death or if you have an insurance inquiry, press 5.","start":66.19,"end":70.665,"sentiment":"neutral","sentiment_score":-0.1010519211490949},{"text":"Please listen carefully as our menu options have 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will ask you a series of security questions.","start":133.795,"end":139.495,"sentiment":"neutral","sentiment_score":-0.0823611937025014}],"sentiment":"neutral","sentiment_score":-0.03606745716103393,"num_words":69,"start":105.435,"end":139.495},{"sentences":[{"text":"As part of our commitment to quality service, your call will be monitored or recorded.","start":140.18001,"end":145.08,"sentiment":"neutral","sentiment_score":-0.0667814219991366},{"text":"Please advise us if you do not wish this to occur.","start":145.54001,"end":148.52,"sentiment":"negative","sentiment_score":-0.38290460678664123},{"text":"Keep in mind, any information you receive today is general in nature and does not consider your personal circumstances.","start":148.82,"end":156.485,"sentiment":"neutral","sentiment_score":-0.28506363379327876},{"text":"You should consider whether the information is right for your needs and read the product disclosure statement before acting on any information provided.","start":157.265,"end":166.08499,"sentiment":"neutral","sentiment_score":-0.16721961355727652},{"text":"Please note, any information we collect from you will be handled in accordance with our privacy policy.","start":166.71,"end":172.25,"sentiment":"neutral","sentiment_score":-0.12597696526962168}],"sentiment":"neutral","sentiment_score":-0.1955004772719215,"num_words":85,"start":140.18001,"end":172.25},{"sentences":[{"text":"Our financial services guide, product disclosure statement, and privacy policy are all available on request or from our website.","start":172.79001,"end":181.45,"sentiment":"neutral","sentiment_score":-0.045272856558624064},{"text":"A reminder, the use of abusive, threatening, or inappropriate language may result in us ending the call.","start":182.155,"end":189.05501,"sentiment":"negative","sentiment_score":-0.5802627801895142},{"text":"Welcome to adviser support.","start":191.675,"end":193.035,"sentiment":"neutral","sentiment_score":0.03130311891436577},{"text":"You're speaking with John.","start":193.035,"end":193.91501,"sentiment":"neutral","sentiment_score":0.07715019397437572},{"text":"Can I start with your name and the practice, please?","start":193.91501,"end":196.255,"sentiment":"neutral","sentiment_score":0.06693520694971085}],"sentiment":"neutral","sentiment_score":-0.17817567068117637,"num_words":54,"start":172.79001,"end":196.255},{"sentences":[{"text":"Okay.","start":203.7,"end":204.1,"sentiment":"neutral","sentiment_score":0.034795716404914856},{"text":"Do you have a client number?","start":204.1,"end":205.32,"sentiment":"neutral","sentiment_score":0.019398593654235203},{"text":"Well, is it like, are they current members?","start":218.025,"end":220.175,"sentiment":"neutral","sentiment_score":-0.01181216596160084},{"text":"Or okay.","start":220.175,"end":225.565,"sentiment":"neutral","sentiment_score":0.008736694231629372},{"text":"Yeah.","start":233.45,"end":233.93,"sentiment":"neutral","sentiment_score":-0.04818364977836609}],"sentiment":"neutral","sentiment_score":0.001443316073467334,"num_words":18,"start":203.7,"end":233.93},{"sentences":[{"text":"I mean, I can help you or I can find out information.","start":233.93,"end":236.82999,"sentiment":"neutral","sentiment_score":-0.022535077296197414},{"text":"What's what's the information?","start":237.04999,"end":238.43,"sentiment":"neutral","sentiment_score":-0.052270456217229366},{"text":"What are you chasing there?","start":238.48999,"end":240.555,"sentiment":"neutral","sentiment_score":-0.09682446718215942},{"text":"Yeah.","start":248.155,"end":248.655,"sentiment":"neutral","sentiment_score":-0.022507501766085625},{"text":"Yeah.","start":257.38,"end":257.88,"sentiment":"neutral","sentiment_score":0.018490159884095192}],"sentiment":"neutral","sentiment_score":-0.04207141000939452,"num_words":23,"start":233.93,"end":257.88},{"sentences":[{"text":"Right.","start":269.545,"end":269.945,"sentiment":"neutral","sentiment_score":-0.00011502703273436056},{"text":"Well, currently, we're in an insurance blackout from June to the thirtieth because we're switching insurance providers.","start":269.945,"end":279.08502,"sentiment":"neutral","sentiment_score":-0.08111486879780012},{"text":"Zurich.","start":283.385,"end":283.885,"sentiment":"neutral","sentiment_score":0.0035138754174113274},{"text":"From AIA to Zurich.","start":284.28,"end":296.49124,"sentiment":"neutral","sentiment_score":-0.03441144083626568},{"text":"Not at this stage.","start":305.97498,"end":307.175,"sentiment":"neutral","sentiment_score":-0.26255226880311966}],"sentiment":"neutral","sentiment_score":-0.09494106517538764,"num_words":27,"start":269.545,"end":307.175},{"sentences":[{"text":"No.","start":307.175,"end":307.675,"sentiment":"neutral","sentiment_score":-0.22198832035064697},{"text":"Not at this stage.","start":308.29498,"end":309.175,"sentiment":"neutral","sentiment_score":-0.21440821513533592},{"text":"No.","start":309.175,"end":309.335,"sentiment":"neutral","sentiment_score":-0.18103677034378052},{"text":"Unfortunately, not till after the June 30.","start":309.335,"end":311.755,"sentiment":"neutral","sentiment_score":-0.21395950657980783},{"text":"Yeah.","start":325.255,"end":325.73502,"sentiment":"neutral","sentiment_score":-0.028206409886479374}],"sentiment":"neutral","sentiment_score":-0.19904149337006466,"num_words":14,"start":307.175,"end":325.73502},{"sentences":[{"text":"Like, I mean, with all that sort of preexisting conditions, tailoring your insurance, like, you do complete a tailoring insurance application.","start":325.73502,"end":336.635,"sentiment":"neutral","sentiment_score":0.01645322423428297},{"text":"It does go to the underwriter, will be Zurich from the June 30, for assessment.","start":337.815,"end":344.02,"sentiment":"neutral","sentiment_score":0.021540520588556926},{"text":"Now I don't we don't have much information to provide because we're in a blackout at the moment until after the thirtieth of June.","start":346.0,"end":356.17502,"sentiment":"neutral","sentiment_score":-0.21177009399980307},{"text":"Like, we wouldn't be able to speak to the insurance provider either because we kind of locked everything down while we switch over.","start":356.23502,"end":363.05502,"sentiment":"neutral","sentiment_score":-0.31123528208421625},{"text":"Mhmm.","start":368.875,"end":369.12,"sentiment":"neutral","sentiment_score":-0.042277611792087555}],"sentiment":"neutral","sentiment_score":-0.1382684028330481,"num_words":84,"start":325.73502,"end":369.12},{"sentences":[{"text":"Yeah.","start":380.47998,"end":380.96,"sentiment":"neutral","sentiment_score":0.03620456904172897},{"text":"Correct.","start":380.96,"end":381.36,"sentiment":"neutral","sentiment_score":0.12355732917785645},{"text":"That's that's correct.","start":381.36,"end":382.5,"sentiment":"neutral","sentiment_score":0.1822421302398046},{"text":"Yeah.","start":390.575,"end":390.815,"sentiment":"neutral","sentiment_score":0.09110861271619795},{"text":"Sure.","start":390.815,"end":391.135,"sentiment":"neutral","sentiment_score":0.11583983898162842}],"sentiment":"neutral","sentiment_score":0.13049096294811793,"num_words":7,"start":380.47998,"end":391.135},{"sentences":[{"text":"So if you go to our website, art.com.au, Just having a look.","start":391.135,"end":401.39,"sentiment":"neutral","sentiment_score":0.08504807824889819},{"text":"I don't know.","start":401.39,"end":402.21,"sentiment":"neutral","sentiment_score":-0.006163549764702718},{"text":"Yeah.","start":402.99,"end":403.23,"sentiment":"neutral","sentiment_score":0.024380240589380264},{"text":"There is.","start":403.23,"end":403.63,"sentiment":"neutral","sentiment_score":0.029182668775320053},{"text":"Alright.","start":403.63,"end":403.95,"sentiment":"neutral","sentiment_score":0.0600852333009243}],"sentiment":"neutral","sentiment_score":0.06025879479650604,"num_words":19,"start":391.135,"end":403.95},{"sentences":[{"text":"So if you go down to the very bottom, you'll see some menus getting started or already a member, help and tools.","start":403.95,"end":411.49,"sentiment":"neutral","sentiment_score":0.03954351388595321},{"text":"Yeah.","start":418.615,"end":419.01498,"sentiment":"neutral","sentiment_score":0.01186673529446125},{"text":"Correct.","start":419.01498,"end":419.51498,"sentiment":"neutral","sentiment_score":0.0066274618729949},{"text":"No.","start":421.25497,"end":421.57498,"sentiment":"neutral","sentiment_score":-0.02975635975599289},{"text":"From the main page.","start":421.57498,"end":422.715,"sentiment":"neutral","sentiment_score":-0.022357284324243665}],"sentiment":"neutral","sentiment_score":0.026526413986395145,"num_words":29,"start":403.95,"end":422.715},{"sentences":[{"text":"Down the bottom, there's four menus.","start":428.58,"end":430.52,"sentiment":"neutral","sentiment_score":0.007114480870465438},{"text":"Getting started, already a member, help and tools, about.","start":431.78,"end":434.68,"sentiment":"neutral","sentiment_score":0.012908788190947639},{"text":"Yep.","start":437.13998,"end":437.62,"sentiment":"neutral","sentiment_score":0.03951551765203476},{"text":"Under help and tools, the forms and tasks.","start":437.62,"end":439.96,"sentiment":"neutral","sentiment_score":0.03074276982806623},{"text":"And then you'll see change my insurance cover.","start":443.155,"end":445.315,"sentiment":"neutral","sentiment_score":0.06816190993413329}],"sentiment":"neutral","sentiment_score":0.03092559170909226,"num_words":32,"start":428.58,"end":445.315},{"sentences":[{"text":"Find out more.","start":445.315,"end":446.29498,"sentiment":"neutral","sentiment_score":0.029920868575572968},{"text":"Yeah.","start":452.91498,"end":453.41498,"sentiment":"neutral","sentiment_score":0.022648103535175323},{"text":"Correct.","start":462.75,"end":463.25,"sentiment":"neutral","sentiment_score":0.011121716350317},{"text":"That is the one.","start":464.51,"end":465.47,"sentiment":"neutral","sentiment_score":0.021489238366484642},{"text":"Correct.","start":465.47,"end":465.97,"sentiment":"neutral","sentiment_score":0.06294560432434082}],"sentiment":"neutral","sentiment_score":0.027243498340249063,"num_words":10,"start":445.315,"end":465.97},{"sentences":[{"text":"So that's that's, yep, that's where we're at at the moment just due to the the change of insurance providers.","start":473.305,"end":479.165,"sentiment":"neutral","sentiment_score":-0.17611443251371384},{"text":"So, unfortunately, there won't be that information until the June 30.","start":479.305,"end":484.125,"sentiment":"neutral","sentiment_score":-0.28104663437063043},{"text":"Okay.","start":498.61,"end":499.11,"sentiment":"neutral","sentiment_score":0.14275556802749634},{"text":"Perfect.","start":499.49,"end":499.99,"sentiment":"neutral","sentiment_score":0.31161004304885864},{"text":"Alright.","start":503.075,"end":503.475,"sentiment":"positive","sentiment_score":0.4318520426750183}],"sentiment":"neutral","sentiment_score":-0.1684583521941129,"num_words":34,"start":473.305,"end":503.475},{"sentences":[{"text":"Thanks.","start":503.475,"end":503.795,"sentiment":"positive","sentiment_score":0.5173032283782959},{"text":"Have a great day.","start":503.795,"end":504.77502,"sentiment":"positive","sentiment_score":0.6137572973966599},{"text":"Goodbye.","start":507.55502,"end":508.05502,"sentiment":"neutral","sentiment_score":-0.07061262428760529}],"sentiment":"positive","sentiment_score":0.48361996561288834,"num_words":6,"start":503.475,"end":508.05502}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thank you for calling Australian Retirement Trust. We are currently experiencing longer than usual wait times and appreciate your patience. If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online. We cannot guarantee contributions made after the June 22 will be received this financial year. To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also find answers to many common member questions.\n\nOtherwise, please continue to hold to speak to a team member. Welcome to Australian Retirement Trust. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1.\n\nTo join Australian Retirement Trust as a member or to hear our fund information like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or if you have an insurance inquiry, press 5. Please listen carefully as our menu options have changed.\n\nIf you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information, like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4.\n\nTo notify us of a death or For an account rundown, press 1. To follow-up on a client's form or transaction, press 2. For all other questions, including adviser online support, advice fees, client transfers, and our products, press 3. We're about to transfer you to one of our member solutions consultants. To ensure the security of your account information, we will ask you a series of security questions.\n\nAs part of our commitment to quality service, your call will be monitored or recorded. Please advise us if you do not wish this to occur. Keep in mind, any information you receive today is general in nature and does not consider your personal circumstances. You should consider whether the information is right for your needs and read the product disclosure statement before acting on any information provided. Please note, any information we collect from you will be handled in accordance with our privacy policy.\n\nOur financial services guide, product disclosure statement, and privacy policy are all available on request or from our website. A reminder, the use of abusive, threatening, or inappropriate language may result in us ending the call. Welcome to adviser support. You're speaking with John. Can I start with your name and the practice, please?\n\nChannel 0: Yeah. Veronica at Oakview Financial.\n\nChannel 1: Okay. Do you have a client number?\n\nChannel 0: No. I just have some general questions in regards to a potential client, but they're all insurance related. Is that something you can help me with, or do I have to speak to the insurance department?\n\nChannel 1: Well, is it like, are they current members? Or\n\nChannel 0: Yes.\n\nChannel 1: okay.\n\nChannel 0: But I'm just asking just for research purposes. I just need some general clarity. Sorry. It's not really specific to a client.\n\nChannel 1: Yeah. I mean, I can help you or I can find out information.\n\nChannel 0: Yep.\n\nChannel 1: What's what's the information? What are you chasing there?\n\nChannel 0: Yeah. So the client currently have insurance, so like, TPD and IP with you guys,\n\nChannel 1: Yeah.\n\nChannel 0: And we're looking to increasing the cover. So we're looking at so it currently has about 500,000, and we're looking at increasing it to about a mil\n\nChannel 1: Yeah.\n\nChannel 0: and IP as well. So increasing IP. So I just wanted to know a bit more clarity in regards to the underwriting process to get that increased\n\nChannel 1: Right.\n\nChannel 0: and then\n\nChannel 1: Well,\n\nChannel 0: also inquire\n\nChannel 1: currently,\n\nChannel 0: about preexisting\n\nChannel 1: we're\n\nChannel 0: information.\n\nChannel 1: in an insurance blackout from June to the thirtieth because we're switching insurance\n\nChannel 0: Yep.\n\nChannel 1: providers.\n\nChannel 0: Okay. And who are you going to?\n\nChannel 1: Zurich. From\n\nChannel 0: Direct. Okay.\n\nChannel 1: AIA\n\nChannel 0: And do you guys have obviously, I understand\n\nChannel 1: to\n\nChannel 0: the client can't apply for the cover. But\n\nChannel 1: Zurich.\n\nChannel 0: just so that I can do the research for the client, do you have what the underwriting requirements will be to increase it? Like, obviously, you can't do it yet, but just\n\nChannel 1: Not\n\nChannel 0: for\n\nChannel 1: at this\n\nChannel 0: research\n\nChannel 1: stage.\n\nChannel 0: purposes.\n\nChannel 1: No. Not at this stage. No. Unfortunately, not till after the June 30.\n\nChannel 0: The June 30. Okay. So you wouldn't happen then to know, obviously, the rules in regards to preexisting conditions as well? Because that would potentially all change.\n\nChannel 1: Yeah. Like, I mean, with all that sort of preexisting conditions, tailoring your insurance, like, you do complete\n\nChannel 0: Mhmm.\n\nChannel 1: a tailoring insurance application. It does go to the\n\nChannel 0: Yep.\n\nChannel 1: underwriter, will be Zurich from\n\nChannel 0: Yep.\n\nChannel 1: the June 30, for assessment.\n\nChannel 0: Yep.\n\nChannel 1: Now I don't we don't have much information to provide because we're in a blackout at the moment until\n\nChannel 0: Yeah.\n\nChannel 1: after the\n\nChannel 0: No.\n\nChannel 1: thirtieth\n\nChannel 0: That's\n\nChannel 1: of\n\nChannel 0: fine.\n\nChannel 1: June. Like, we wouldn't be able to speak to the\n\nChannel 0: Yep.\n\nChannel 1: insurance provider either because we kind of locked everything\n\nChannel 0: Yep.\n\nChannel 1: down while we switch over.\n\nChannel 0: Mhmm. Yep. And that tailored application,\n\nChannel 1: Mhmm.\n\nChannel 0: obviously, you'll have a different insurer assessing the application. But will your tailored application change, or is that the same? It's just a different provider assessing it?\n\nChannel 1: Yeah. Correct. That's that's correct.\n\nChannel 0: Okay. And where can I find what that tailored application look like? Just so that I can look at, like, questions and stuff.\n\nChannel 1: Yeah. Sure. So if you go to our website, art.com.au,\n\nChannel 0: Yep. Perfect. I'm on there now.\n\nChannel 1: Just having a look. I don't know. Yeah. There is. Alright.\n\nSo if you go down to the very bottom, you'll see some menus getting started or already a member, help and tools.\n\nChannel 0: Let me have a look. So this is on your main page, or do\n\nChannel 1: Yeah.\n\nChannel 0: I have to click\n\nChannel 1: Correct.\n\nChannel 0: on to the insurance information?\n\nChannel 1: No. From the main page.\n\nChannel 0: At this bottom.\n\nChannel 1: Down the bottom, there's four menus. Getting started, already a member, help and tools, about.\n\nChannel 0: Yes. Yep.\n\nChannel 1: Yep. Under help and tools, the forms and tasks.\n\nChannel 0: Yep. Perfect.\n\nChannel 1: And then you'll see change my insurance cover. Find out more.\n\nChannel 0: Change my insurance cover. Let me have a look. Yep.\n\nChannel 1: Yeah.\n\nChannel 0: And is it then the make change to my insurance tailored insurance\n\nChannel 1: Correct.\n\nChannel 0: form? Is that the one?\n\nChannel 1: That is\n\nChannel 0: Okay.\n\nChannel 1: the one. Correct.\n\nChannel 0: Perfect. And would that be the same application? It says currently unavailable.\n\nChannel 1: So that's that's, yep, that's where we're at at the moment just due to the the change of insurance providers. So, unfortunately, there won't be that information until the June 30.\n\nChannel 0: Okay. No. That is no problem at all. I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that.\n\nChannel 1: Okay. Perfect.\n\nChannel 0: No worries. Thank you so much for your help.\n\nChannel 1: Alright. Thanks. Have a great day.\n\nChannel 0: You too. Bye.\n\nChannel 1: Goodbye.","paragraphs":[{"sentences":[{"text":"Thank you for calling Australian Retirement Trust.","start":0.96,"end":3.3799999,"sentiment":"positive","sentiment_score":0.339639629636492},{"text":"We are currently experiencing longer than usual wait times and appreciate your patience.","start":3.6799998,"end":8.02,"sentiment":"negative","sentiment_score":-0.4051943604762738},{"text":"If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online.","start":8.559999,"end":16.765,"sentiment":"neutral","sentiment_score":-0.060467784937757715},{"text":"We cannot guarantee contributions made after the June 22 will be received this financial year.","start":17.305,"end":23.645,"sentiment":"negative","sentiment_score":-0.34741578499476117},{"text":"To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also 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Yeah.","start_word":918,"end_word":940,"intents":[{"intent":"Provide information","confidence_score":0.0017521847}]},{"text":"And where can I find what that tailored application look like? Just so that I can look at, like, questions and stuff. Yeah. Sure.","start_word":918,"end_word":941,"intents":[{"intent":"Find tailoring application","confidence_score":0.05437603}]},{"text":"So if you go to our website, art.com.au, Yep.","start_word":941,"end_word":949,"intents":[{"intent":"Access website","confidence_score":0.4278232}]},{"text":"So if you go to our website, art.com.au, Yep. Perfect.","start_word":941,"end_word":950,"intents":[{"intent":"Search website","confidence_score":0.00017678876}]},{"text":"And then you'll see change my insurance cover. Find out more. Change my insurance cover.","start_word":1049,"end_word":1063,"intents":[{"intent":"Change insurance cover","confidence_score":0.3972182}]},{"text":"No. That is no problem at all. I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that. Okay.","start_word":1139,"end_word":1175,"intents":[{"intent":"Speak to client","confidence_score":0.41679946}]}]},"sentiments":{"segments":[{"text":"Thank you for calling Australian Retirement Trust.","start_word":0,"end_word":6,"sentiment":"positive","sentiment_score":0.3441779911518097},{"text":"We are currently experiencing longer than usual wait times and appreciate your patience.","start_word":7,"end_word":19,"sentiment":"negative","sentiment_score":-0.3994143605232239},{"text":"If you are contacting us to add money to your account, please note your contribution details can be found on your annual statement or member online.","start_word":20,"end_word":45,"sentiment":"neutral","sentiment_score":-0.06367412209510803},{"text":"We cannot guarantee contributions made after the June 22 will be received this financial year.","start_word":46,"end_word":60,"sentiment":"negative","sentiment_score":-0.34741443395614624},{"text":"To confirm our USI number for your employer, please refer to the information available on the contact us page of our website where you can also find answers to many common member questions. Otherwise, please continue to hold to speak to a team member. Welcome to Australian Retirement Trust. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or if you have an insurance inquiry, press 5. Please listen carefully as our menu options have changed. If you need assistance logging in or using member online or our mobile app, please press star. If you've already got an account with us, press 1. To join Australian Retirement Trust as a member or to hear our fund information, like ABN and USI, press 2. If you are a financial adviser, press 3. If you're an employer, press 4. To notify us of a death or For an account rundown, press 1. To follow-up on a client's form or transaction, press 2. For all other questions, including adviser online support, advice fees, client transfers, and our products, press 3. We're about to transfer you to one of our member solutions consultants. To ensure the security of your account information, we will ask you a series of security questions. As part of our commitment to quality service, your call will be monitored or recorded.","start_word":61,"end_word":348,"sentiment":"neutral","sentiment_score":-0.033935689833015203},{"text":"Please advise us if you do not wish this to occur.","start_word":349,"end_word":359,"sentiment":"negative","sentiment_score":-0.3781019449234009},{"text":"Keep in mind, any information you receive today is general in nature and does not consider your personal circumstances. You should consider whether the information is right for your needs and read the product disclosure statement before acting on any information provided. Please note, any information we collect from you will be handled in accordance with our privacy policy. Our financial services guide, product disclosure statement, and privacy policy are all available on request or from our website.","start_word":360,"end_word":437,"sentiment":"neutral","sentiment_score":-0.15342435240745544},{"text":"A reminder, the use of abusive, threatening, or inappropriate language may result in us ending the call.","start_word":438,"end_word":454,"sentiment":"negative","sentiment_score":-0.5773663520812988},{"text":"Welcome to adviser support. You're speaking with John. Can I start with your name and the practice, please? Yeah. Veronica at Oakview Financial. Okay. Do you have a client number? No. I just have some general questions in regards to a potential client, but they're all insurance related. Is that something you can help me with, or do I have to speak to the insurance department? Well, is it like, are they current members? Or Yes. okay. But I'm just asking just for research purposes. I just need some general clarity. Sorry. It's not really specific to a client. Yeah. I mean, I can help you or I can find out information. Yep. What's what's the information? What are you chasing there? Yeah. So the client currently have insurance, so like, TPD and IP with you guys, Yeah. And we're looking to increasing the cover. So we're looking at so it currently has about 500,000, and we're looking at increasing it to about a mil Yeah. and IP as well. So increasing IP. So I just wanted to know a bit more clarity in regards to the underwriting process to get that increased Right. and then Well, also inquire currently, about preexisting we're information. in an insurance blackout from June to the thirtieth because we're switching insurance Yep. providers. Okay. And who are you going to? Zurich. From Direct. Okay. AIA And do you guys have obviously, I understand to the client can't apply for the cover. But Zurich. just so that I can do the research for the client, do you have what the underwriting requirements will be to increase it? Like, obviously, you can't do it yet, but just Not for at this research stage. purposes. No. Not at this stage. No. Unfortunately, not till after the June 30. The June 30. Okay. So you wouldn't happen then to know, obviously, the rules in regards to preexisting conditions as well? Because that would potentially all change. Yeah. Like, I mean, with all that sort of preexisting conditions, tailoring your insurance, like, you do complete Mhmm. a tailoring insurance application. It does go to the Yep. underwriter, will be Zurich from Yep. the June 30, for assessment. Yep. Now I don't we don't have much information to provide because we're in a blackout at the moment until Yeah. after the No. thirtieth That's of fine. June. Like, we wouldn't be able to speak to the Yep.","start_word":455,"end_word":861,"sentiment":"neutral","sentiment_score":-0.06531266014135148},{"text":"insurance provider either because we kind of locked everything Yep.","start_word":862,"end_word":871,"sentiment":"negative","sentiment_score":-0.35552138090133667},{"text":"down while we switch over. Mhmm. Yep. And that tailored application, Mhmm. obviously, you'll have a different insurer assessing the application. But will your tailored application change, or is that the same? It's just a different provider assessing it? Yeah. Correct. That's that's correct. Okay. And where can I find what that tailored application look like? Just so that I can look at, like, questions and stuff. Yeah. Sure. So if you go to our website, art.com.au, Yep.","start_word":872,"end_word":949,"sentiment":"neutral","sentiment_score":0.0029609335156587455},{"text":"Perfect.","start_word":950,"end_word":950,"sentiment":"positive","sentiment_score":0.4110513627529144},{"text":"I'm on there now. Just having a look. I don't know. Yeah. There is. Alright. So if you go down to the very bottom, you'll see some menus getting started or already a member, help and tools. Let me have a look. So this is on your main page, or do Yeah. I have to click Correct. on to the insurance information? No. From the main page. At this bottom. Down the bottom, there's four menus. Getting started, already a member, help and tools, about. Yes. Yep. Yep. Under help and tools, the forms and tasks. Yep. Perfect. And then you'll see change my insurance cover. Find out more. Change my insurance cover. Let me have a look. Yep. Yeah. And is it then the make change to my insurance tailored insurance Correct. form? Is that the one? That is Okay. the one. Correct. Perfect. And would that be the same application? It says currently unavailable. So that's that's, yep, that's where we're at at the moment just due to the the change of insurance providers. So, unfortunately, there won't be that information until the June 30. Okay. No. That is no problem at all. I will just speak to the client and see if we can hold off till after the June 30 to get a bit more clarity in regards to that. Okay. Perfect. No worries.","start_word":951,"end_word":1178,"sentiment":"neutral","sentiment_score":-0.009764958173036575},{"text":"Thank you so much for your help. Alright. Thanks. Have a great day.","start_word":1179,"end_word":1191,"sentiment":"positive","sentiment_score":0.5828782916069031},{"text":"You too. Bye. Goodbye.","start_word":1192,"end_word":1195,"sentiment":"neutral","sentiment_score":0.2187226042151451}],"average":{"sentiment":"neutral","sentiment_score":-0.05283820172322842}}}}