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I was just wanting to just literally ask, like, two or three questions really easy. Member number is 504 81456. Absolutely. 02/01/1972 to Harmakenna. Alright. Fine. 513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215. So that's can I have the the balance as of today? Yeah. No. That's fine. Perfect. Amazing. So 44904250. Client has a claim that has been submitted. Well aware that it's probably a different department, but just figured while I'm here. Claim was approved. Originally, the client wanted to pull out $200,000. Somehow, the form added an extra zero, which created $2,000,000. I'm in my office receipt this morning, basically asking for for confirmation. What I need to know was the client kind of changed her mind in terms of advice strategy. And what she's what what what her and her husband are willing to do is, like, leave $300,000 in the account. So essentially change the withdrawal to be what would essentially be a $149,042.50 today. Is that a or is that something that we can just do via response to the email chain from Karen this morning for the withdrawal request confirmation? No. Yeah. Cool. Alright. Amazing. That's easy then. I will get that confirmed with her. So that way, she's able to just send her an email for that. Closing time frames, how do CareSoupil operate? So do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work? Please stop. Yep. Yep. Yeah. Yeah. No. It does. It's perfect. The last question I have, and I understand I probably have to go to MetLife for this, But do you have any notes from MetLife in respect to their claim process? Yes. Yeah. Yes. Yep. Can I just confirm? Most of the time I have it in front of me, but I wanna include it. When I do, I figure, how much is the life insurance again? I could look it up, but I figured it was totally in front of you. Yeah. I have to log in to doing my system search some days. Yeah. Cool. That rings a bell anyway. Perfect. Amazing. Alright. Perfect. Yeah. Go through to Karen. Put me on hold. If I have to talk to her, just pop me through. Let's do it. Yeah. Thanks, though. No. You're good. Yes. Yeah. No. That's fine. I I figured that was gonna be the case. I just figured while I was on the phone asking the other two questions, I hit two beds in one zone, so it's not really. No. Fantastic. No. That's amazing. And you guys have processed your claim super quick, which is awesome. Yeah. No. Perfect. No. That should hopefully be everything that I could possibly think of right now, and I hopefully shouldn't need you again. I have a question yeah. Question. Like, I I know the answer, but, again, not Tuhan once approved realistically, so the advice strategy that I'm putting together and, like, to be clear, she's a pro bono client. What we're wanting to do is basically like, she's on an active IP claim, MetLife paying IP. Obviously, like, PPD, she's realistically not gonna survive long enough to, like, go through the claim. It's not worth it. She is terminal, so terminal illness claim. That's with MetLife. MetLife pays that out. That comes to you guys. Realistically, once that money's in the account, what we wanna do is transition to a pension account. How easy is that in terms of doing, like, form wise? Because, realistically, in terms of her deterioration, it could be quite rapid, and my access to her may start to become a little bit decreased. Yeah. While, like, she signed off on the advice and I'm able to act on her behalf, there's also between me and you gonna be limitations that I'm gonna have in being able to action things because I only have a TPA not actually authority to act. Claim. No. You're okay. Yep. On commencement. Yep. Okay. No. That yeah. That would actually that would work really good. Okay. Cool. So forms wise, I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't it? Yep. Yeah. Cool. Cool. Cool. And then from there, we wanna set up a reversionary beneficiary for her husband because oh, good. Good. Good. Alright. Perfect. That'll just enable me to just literally action all of that. And she can sign all of that, and we can just submit it with you guys, and that'll just kind of go on hold until who needs to provide authority for it to commence? So if I email it to you and say, hi. Can like, team, could you please, while it's being signed, could you please hold off on commencing because open claim? Is that of is is that going to be respected coming from me? Because, technically, like, my authority form does say authority to receive information, not authority to not authority to, like yes. Correct. Yes. Absolutely. We'd prefer confirmation then. Yeah. Yeah. Because she's, like I like, she's back in hospital today. So tomorrow, I'm driving into the hospital to go and see her, And I have an appointment, so I'll be there with the doctors to ensure that she's called presenters when we sign documents and go from there. You still there? Yes. Got you. Sorry. I'm working from home in a case that's out today. Yes. No. It says, yeah. No. Perfect. Thank you. Yeah. Yes. Larissa. Yep. Yep. Perfect. Yeah. No. That is that is yeah. Form easiest way because then it's all in the one document on the same thing. So that's not perfect. I will I'll do that. I'll make sure that I am I'm in the office tomorrow, so I'll print it all out. I'm seeing her tomorrow morning. So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you. Okay. No. That's perfect. That is absolutely everything. I promise. Listen. Right? No. Fantastic. I appreciate your help. Thank you. We'll see. We'll see. It's been a fun one, but that's we'll happen someday. Thank you, darling. You have a good one, Terry. 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Ashley. My name is Clarissa from Archie Financial. How are you going? Yeah. Really good.\n\nThanks. I have a authority on a client's file. I was just wanting to just literally ask, like, two or three questions really easy. Member number is 504 81456. Absolutely.\n\n02/01/1972 to Harmakenna. Alright. Fine. 513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215. So that's can I have the the balance as of today?\n\nYeah. No. That's fine. Perfect. Amazing.\n\nSo 44904250. Client has a claim that has been submitted. Well aware that it's probably a different department, but just figured while I'm here. Claim was approved. Originally, the client wanted to pull out $200,000.\n\nSomehow, the form added an extra zero, which created $2,000,000. I'm in my office receipt this morning, basically asking for for confirmation. What I need to know was the client kind of changed her mind in terms of advice strategy. And what she's what what what her and her husband are willing to do is, like, leave $300,000 in the account. So essentially change the withdrawal to be what would essentially be a $149,042.50 today.\n\nIs that a or is that something that we can just do via response to the email chain from Karen this morning for the withdrawal request confirmation? No. Yeah. Cool. Alright.\n\nAmazing. That's easy then. I will get that confirmed with her. So that way, she's able to just send her an email for that. Closing time frames, how do CareSoupil operate?\n\nSo do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work? Please stop. Yep. Yep. Yeah.\n\nYeah. No. It does. It's perfect. The last question I have, and I understand I probably have to go to MetLife for this, But do you have any notes from MetLife in respect to their claim process?\n\nYes. Yeah. Yes. Yep. Can I just confirm?\n\nMost of the time I have it in front of me, but I wanna include it. When I do, I figure, how much is the life insurance again? I could look it up, but I figured it was totally in front of you. Yeah. I have to log in to doing my system search some days.\n\nYeah. Cool. That rings a bell anyway. Perfect. Amazing.\n\nAlright. Perfect. Yeah. Go through to Karen. Put me on hold.\n\nIf I have to talk to her, just pop me through. Let's do it. Yeah. Thanks, though. No.\n\nYou're good. Yes. Yeah. No. That's fine.\n\nI I figured that was gonna be the case. I just figured while I was on the phone asking the other two questions, I hit two beds in one zone, so it's not really. No. Fantastic. No.\n\nThat's amazing. And you guys have processed your claim super quick, which is awesome. Yeah. No. Perfect.\n\nNo. That should hopefully be everything that I could possibly think of right now, and I hopefully shouldn't need you again. I have a question yeah. Question. Like, I I know the answer, but, again, not Tuhan once approved realistically, so the advice strategy that I'm putting together and, like, to be clear, she's a pro bono client.\n\nWhat we're wanting to do is basically like, she's on an active IP claim, MetLife paying IP. Obviously, like, PPD, she's realistically not gonna survive long enough to, like, go through the claim. It's not worth it. She is terminal, so terminal illness claim. That's with MetLife.\n\nMetLife pays that out. That comes to you guys. Realistically, once that money's in the account, what we wanna do is transition to a pension account. How easy is that in terms of doing, like, form wise? Because, realistically, in terms of her deterioration, it could be quite rapid, and my access to her may start to become a little bit decreased.\n\nYeah. While, like, she signed off on the advice and I'm able to act on her behalf, there's also between me and you gonna be limitations that I'm gonna have in being able to action things because I only have a TPA not actually authority to act. Claim. No. You're okay.\n\nYep. On commencement. Yep. Okay. No.\n\nThat yeah. That would actually that would work really good. Okay. Cool. So forms wise, I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't it?\n\nYep. Yeah. Cool. Cool. Cool.\n\nAnd then from there, we wanna set up a reversionary beneficiary for her husband because oh, good. Good. Good. Alright. Perfect.\n\nThat'll just enable me to just literally action all of that. And she can sign all of that, and we can just submit it with you guys, and that'll just kind of go on hold until who needs to provide authority for it to commence? So if I email it to you and say, hi. Can like, team, could you please, while it's being signed, could you please hold off on commencing because open claim? Is that of is is that going to be respected coming from me?\n\nBecause, technically, like, my authority form does say authority to receive information, not authority to not authority to, like yes. Correct. Yes. Absolutely. We'd prefer confirmation then.\n\nYeah. Yeah. Because she's, like I like, she's back in hospital today. So tomorrow, I'm driving into the hospital to go and see her, And I have an appointment, so I'll be there with the doctors to ensure that she's called presenters when we sign documents and go from there. You still there?\n\nYes. Got you. Sorry. I'm working from home in a case that's out today. Yes.\n\nNo. It says, yeah. No. Perfect. Thank you.\n\nYeah. Yes. Larissa. Yep. Yep.\n\nPerfect. Yeah. No. That is that is yeah. Form easiest way because then it's all in the one document on the same thing.\n\nSo that's not perfect. I will I'll do that. I'll make sure that I am I'm in the office tomorrow, so I'll print it all out. I'm seeing her tomorrow morning. So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you.\n\nOkay. No. That's perfect. That is absolutely everything. I promise.\n\nListen. Right? No. Fantastic. I appreciate your help.\n\nThank you. We'll see. We'll see. It's been a fun one, but that's we'll happen someday. Thank you, darling.\n\nYou have a good one, Terry. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Ashley.","start":44.935,"end":45.495003,"sentiment":"neutral","sentiment_score":0.13031024485826492},{"text":"My name is Clarissa from Archie Financial.","start":45.495003,"end":47.095,"sentiment":"neutral","sentiment_score":0.16008995047637395},{"text":"How are you going?","start":47.095,"end":47.915,"sentiment":"neutral","sentiment_score":0.20016901567578316},{"text":"Yeah.","start":50.63,"end":51.11,"sentiment":"neutral","sentiment_score":0.23477740585803983},{"text":"Really good.","start":51.11,"end":51.670002,"sentiment":"positive","sentiment_score":0.488006055355072}],"sentiment":"neutral","sentiment_score":0.212044732645154,"num_words":16,"start":44.935,"end":51.670002},{"sentences":[{"text":"Thanks.","start":51.670002,"end":52.170002,"sentiment":"positive","sentiment_score":0.5091614127159119},{"text":"I have a authority on a client's file.","start":52.870003,"end":55.91,"sentiment":"neutral","sentiment_score":0.2971956171095371},{"text":"I was just wanting to just literally ask, like, two or three questions really easy.","start":55.91,"end":61.13,"sentiment":"positive","sentiment_score":0.3469248096148173},{"text":"Member number is 504 81456.","start":61.510002,"end":66.765,"sentiment":"neutral","sentiment_score":0.029965751245617865},{"text":"Absolutely.","start":66.765,"end":67.265,"sentiment":"neutral","sentiment_score":0.2194924354553223}],"sentiment":"neutral","sentiment_score":0.28199732284992934,"num_words":30,"start":51.670002,"end":67.265},{"sentences":[{"text":"02/01/1972 to Harmakenna.","start":77.65,"end":79.75,"sentiment":"neutral","sentiment_score":0.09703641136487325},{"text":"Alright.","start":85.97,"end":86.45,"sentiment":"neutral","sentiment_score":0.08517152070999146},{"text":"Fine.","start":86.45,"end":86.95,"sentiment":"neutral","sentiment_score":0.0970153957605362},{"text":"513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215.","start":117.425,"end":125.525,"sentiment":"neutral","sentiment_score":0.041322237625718114},{"text":"So that's can I have the the balance as of today?","start":134.88,"end":138.02,"sentiment":"neutral","sentiment_score":0.054113308814438904}],"sentiment":"neutral","sentiment_score":0.05699095860696756,"num_words":26,"start":77.65,"end":138.02},{"sentences":[{"text":"Yeah.","start":144.475,"end":144.63501,"sentiment":"neutral","sentiment_score":0.025559160858392715},{"text":"No.","start":144.63501,"end":144.795,"sentiment":"neutral","sentiment_score":0.011398440226912498},{"text":"That's fine.","start":144.795,"end":145.535,"sentiment":"neutral","sentiment_score":0.09399161860346794},{"text":"Perfect.","start":146.155,"end":146.655,"sentiment":"positive","sentiment_score":0.37715989351272583},{"text":"Amazing.","start":160.69,"end":160.93,"sentiment":"positive","sentiment_score":0.3588852882385254}],"sentiment":"neutral","sentiment_score":0.1601643366739154,"num_words":6,"start":144.475,"end":160.93},{"sentences":[{"text":"So 44904250.","start":160.93,"end":163.26999,"sentiment":"neutral","sentiment_score":0.08573302999138832},{"text":"Client has a claim that has been submitted.","start":166.76999,"end":170.70999,"sentiment":"neutral","sentiment_score":0.021205590572208166},{"text":"Well aware that it's probably a different department, but just figured while I'm here.","start":171.335,"end":175.35501,"sentiment":"neutral","sentiment_score":-0.025220239801066264},{"text":"Claim was approved.","start":176.05501,"end":177.27501,"sentiment":"neutral","sentiment_score":0.2889939248561859},{"text":"Originally, the client wanted to pull out $200,000.","start":177.41501,"end":182.475,"sentiment":"neutral","sentiment_score":0.06386399222537875}],"sentiment":"neutral","sentiment_score":0.039026318277631485,"num_words":35,"start":160.93,"end":182.475},{"sentences":[{"text":"Somehow, the form added an extra zero, which created $2,000,000.","start":182.935,"end":188.77,"sentiment":"neutral","sentiment_score":0.06677817441523075},{"text":"I'm in my office receipt this morning, basically asking for for confirmation.","start":189.31,"end":193.81,"sentiment":"neutral","sentiment_score":0.12002895524104436},{"text":"What I need to know was the client kind of changed her mind in terms of advice strategy.","start":195.07,"end":203.575,"sentiment":"neutral","sentiment_score":-0.04361522528860304},{"text":"And what she's what what what her and her husband are willing to do is, like, leave $300,000 in the account.","start":204.915,"end":210.83499,"sentiment":"neutral","sentiment_score":-0.04919494857035932},{"text":"So essentially change the withdrawal to be what would essentially be a $149,042.50 today.","start":210.83499,"end":218.54999,"sentiment":"neutral","sentiment_score":-0.03121179754712752}],"sentiment":"neutral","sentiment_score":-0.0019600524504979453,"num_words":75,"start":182.935,"end":218.54999},{"sentences":[{"text":"Is that a or is that something that we can just do via response to the email chain from Karen this morning for the withdrawal request confirmation?","start":220.37,"end":228.755,"sentiment":"neutral","sentiment_score":0.027721049402047088},{"text":"No.","start":246.8,"end":247.12,"sentiment":"neutral","sentiment_score":-0.0221358984708786},{"text":"Yeah.","start":247.12,"end":247.44,"sentiment":"neutral","sentiment_score":0.06204008311033249},{"text":"Cool.","start":247.44,"end":247.76,"sentiment":"neutral","sentiment_score":0.2152150571346283},{"text":"Alright.","start":247.76,"end":248.16,"sentiment":"positive","sentiment_score":0.4225588738918304}],"sentiment":"neutral","sentiment_score":0.04600472417810271,"num_words":31,"start":220.37,"end":248.16},{"sentences":[{"text":"Amazing.","start":248.16,"end":248.66,"sentiment":"positive","sentiment_score":0.6918971538543701},{"text":"That's easy then.","start":249.6,"end":250.74,"sentiment":"positive","sentiment_score":0.675822118918101},{"text":"I will get that confirmed with her.","start":250.88,"end":255.07501,"sentiment":"positive","sentiment_score":0.5365140736103058},{"text":"So that way, she's able to just send her an email for that.","start":256.255,"end":260.195,"sentiment":"positive","sentiment_score":0.38241212413861203},{"text":"Closing time frames, how do CareSoupil operate?","start":260.975,"end":264.495,"sentiment":"neutral","sentiment_score":0.0031197496822902133}],"sentiment":"positive","sentiment_score":0.36994057701480004,"num_words":31,"start":248.16,"end":264.495},{"sentences":[{"text":"So do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work?","start":264.495,"end":275.41,"sentiment":"neutral","sentiment_score":-0.002885128604248166},{"text":"Please stop.","start":296.79,"end":297.27,"sentiment":"neutral","sentiment_score":-0.12884016335010529},{"text":"Yep.","start":297.27,"end":297.77,"sentiment":"neutral","sentiment_score":-0.024512624368071556},{"text":"Yep.","start":308.07,"end":308.415,"sentiment":"neutral","sentiment_score":0.014833644032478333},{"text":"Yeah.","start":321.135,"end":321.635,"sentiment":"neutral","sentiment_score":0.025912340730428696}],"sentiment":"neutral","sentiment_score":-0.00842223405020266,"num_words":41,"start":264.495,"end":321.635},{"sentences":[{"text":"Yeah.","start":325.72,"end":325.96,"sentiment":"neutral","sentiment_score":0.17282235622406006},{"text":"No.","start":325.96,"end":326.19998,"sentiment":"neutral","sentiment_score":0.2258593738079071},{"text":"It does.","start":326.19998,"end":326.68,"sentiment":"positive","sentiment_score":0.3837059438228607},{"text":"It's perfect.","start":326.68,"end":327.25998,"sentiment":"positive","sentiment_score":0.645271360874176},{"text":"The last question I have, and I understand I probably have to go to MetLife for this, But do you have any notes from MetLife in respect to their claim process?","start":329.4,"end":342.32498,"sentiment":"neutral","sentiment_score":0.013043044014803825}],"sentiment":"neutral","sentiment_score":0.07732353253743134,"num_words":37,"start":325.72,"end":342.32498},{"sentences":[{"text":"Yes.","start":346.625,"end":347.025,"sentiment":"neutral","sentiment_score":0.02662903442978859},{"text":"Yeah.","start":347.025,"end":347.525,"sentiment":"neutral","sentiment_score":0.044128455221652985},{"text":"Yes.","start":370.80502,"end":371.30502,"sentiment":"neutral","sentiment_score":0.028912506997585297},{"text":"Yep.","start":389.59,"end":390.09,"sentiment":"neutral","sentiment_score":0.06601764261722565},{"text":"Can I just confirm?","start":402.91,"end":403.97,"sentiment":"neutral","sentiment_score":0.0161744044162333}],"sentiment":"neutral","sentiment_score":0.028798157116398215,"num_words":8,"start":346.625,"end":403.97},{"sentences":[{"text":"Most of the time I have it in front of me, but I wanna include it.","start":404.11,"end":408.19,"sentiment":"neutral","sentiment_score":-0.000055777200032025576},{"text":"When I do, I figure, how much is the life insurance again?","start":408.19,"end":410.85,"sentiment":"neutral","sentiment_score":-0.00266014551743865},{"text":"I could look it up, but I figured it was totally in front of you.","start":410.91,"end":413.89,"sentiment":"neutral","sentiment_score":0.006176156674822172},{"text":"Yeah.","start":417.935,"end":418.25497,"sentiment":"neutral","sentiment_score":0.01366988569498062},{"text":"I have to log in to doing my system search some days.","start":418.25497,"end":429.315,"sentiment":"neutral","sentiment_score":0.0036001640061537423}],"sentiment":"neutral","sentiment_score":0.0020839289728818195,"num_words":56,"start":404.11,"end":429.315},{"sentences":[{"text":"Yeah.","start":429.615,"end":429.85498,"sentiment":"neutral","sentiment_score":0.10813912749290466},{"text":"Cool.","start":429.85498,"end":430.175,"sentiment":"neutral","sentiment_score":0.2171049565076828},{"text":"That rings a bell anyway.","start":430.175,"end":431.29498,"sentiment":"neutral","sentiment_score":0.16227269768714905},{"text":"Perfect.","start":431.29498,"end":431.79498,"sentiment":"positive","sentiment_score":0.45993056893348694},{"text":"Amazing.","start":433.28,"end":433.76,"sentiment":"positive","sentiment_score":0.468934178352356}],"sentiment":"neutral","sentiment_score":0.22949692441357505,"num_words":9,"start":429.615,"end":433.76},{"sentences":[{"text":"Alright.","start":433.76,"end":434.0,"sentiment":"neutral","sentiment_score":0.271467924118042},{"text":"Perfect.","start":434.0,"end":434.48,"sentiment":"positive","sentiment_score":0.3510710597038269},{"text":"Yeah.","start":434.48,"end":434.72,"sentiment":"neutral","sentiment_score":0.10719017684459686},{"text":"Go through to Karen.","start":434.72,"end":435.44,"sentiment":"neutral","sentiment_score":0.07627176307141781},{"text":"Put me on hold.","start":435.44,"end":436.0,"sentiment":"neutral","sentiment_score":0.027673762291669846}],"sentiment":"neutral","sentiment_score":0.10413738746534694,"num_words":11,"start":433.76,"end":436.0},{"sentences":[{"text":"If I have to talk to her, just pop me through.","start":436.0,"end":437.68,"sentiment":"neutral","sentiment_score":0.03394443880427967},{"text":"Let's do it.","start":437.68,"end":440.34,"sentiment":"neutral","sentiment_score":0.0268926746211946},{"text":"Yeah.","start":441.84,"end":442.08,"sentiment":"neutral","sentiment_score":0.18606247007846832},{"text":"Thanks, though.","start":442.08,"end":442.9,"sentiment":"positive","sentiment_score":0.4180365651845932},{"text":"No.","start":670.46,"end":670.78,"sentiment":"neutral","sentiment_score":0.08773008733987808}],"sentiment":"neutral","sentiment_score":0.08688514102767739,"num_words":18,"start":436.0,"end":670.78},{"sentences":[{"text":"You're good.","start":670.78,"end":671.52,"sentiment":"neutral","sentiment_score":0.14135392382740974},{"text":"Yes.","start":684.235,"end":684.735,"sentiment":"neutral","sentiment_score":0.06119588017463684},{"text":"Yeah.","start":715.635,"end":716.135,"sentiment":"neutral","sentiment_score":0.011926577426493168},{"text":"No.","start":718.62,"end":718.94,"sentiment":"neutral","sentiment_score":-0.046531111001968384},{"text":"That's fine.","start":718.94,"end":719.66003,"sentiment":"neutral","sentiment_score":-0.03169964253902435}],"sentiment":"neutral","sentiment_score":0.03512855845370463,"num_words":7,"start":670.78,"end":719.66003},{"sentences":[{"text":"I I figured that was gonna be the case.","start":719.66003,"end":721.5,"sentiment":"neutral","sentiment_score":-0.04728197058041891},{"text":"I just figured while I was on the phone asking the other two questions, I hit two beds in one zone, so it's not really.","start":721.5,"end":726.88,"sentiment":"neutral","sentiment_score":-0.04705160096287728},{"text":"No.","start":743.805,"end":744.20496,"sentiment":"neutral","sentiment_score":0.07834859192371368},{"text":"Fantastic.","start":744.20496,"end":744.70496,"sentiment":"neutral","sentiment_score":0.22853508591651917},{"text":"No.","start":745.98,"end":746.14,"sentiment":"neutral","sentiment_score":0.15062370896339417}],"sentiment":"neutral","sentiment_score":-0.030927577634920943,"num_words":37,"start":719.66003,"end":746.14},{"sentences":[{"text":"That's amazing.","start":746.14,"end":746.88,"sentiment":"neutral","sentiment_score":0.32135120034217834},{"text":"And you guys have processed your claim super quick, which is awesome.","start":747.02,"end":750.24,"sentiment":"positive","sentiment_score":0.5965631554524103},{"text":"Yeah.","start":767.435,"end":767.755,"sentiment":"neutral","sentiment_score":0.04989603906869888},{"text":"No.","start":767.755,"end":768.075,"sentiment":"neutral","sentiment_score":0.1388484388589859},{"text":"Perfect.","start":768.075,"end":768.575,"sentiment":"positive","sentiment_score":0.35042470693588257}],"sentiment":"positive","sentiment_score":0.4906252618221676,"num_words":17,"start":746.14,"end":768.575},{"sentences":[{"text":"No.","start":778.41003,"end":778.65,"sentiment":"neutral","sentiment_score":0.002580791711807251},{"text":"That should hopefully be everything that I could possibly think of right now, and I hopefully shouldn't need you again.","start":778.65,"end":783.79004,"sentiment":"neutral","sentiment_score":0.051604122295975684},{"text":"I have a question yeah.","start":790.015,"end":792.09503,"sentiment":"neutral","sentiment_score":-0.001317039132118225},{"text":"Question.","start":792.09503,"end":792.495,"sentiment":"neutral","sentiment_score":-0.007216394413262606},{"text":"Like, I I know the answer, but, again, not Tuhan once approved realistically, so the advice strategy that I'm putting together and, like, to be clear, she's a pro bono client.","start":792.495,"end":807.35004,"sentiment":"neutral","sentiment_score":0.035903025088050676}],"sentiment":"neutral","sentiment_score":0.036790610780811,"num_words":58,"start":778.41003,"end":807.35004},{"sentences":[{"text":"What we're wanting to do is basically like, she's on an active IP claim, MetLife paying IP.","start":811.29504,"end":816.91504,"sentiment":"neutral","sentiment_score":-0.009420778492794317},{"text":"Obviously, like, PPD, she's realistically not gonna survive long enough to, like, go through the claim.","start":817.215,"end":822.49506,"sentiment":"neutral","sentiment_score":-0.19935090350918472},{"text":"It's not worth it.","start":822.49506,"end":823.135,"sentiment":"negative","sentiment_score":-0.40612829476594925},{"text":"She is terminal, so terminal illness claim.","start":823.135,"end":825.09,"sentiment":"neutral","sentiment_score":-0.1803210281899997},{"text":"That's with MetLife.","start":825.33,"end":826.21,"sentiment":"neutral","sentiment_score":-0.03111145831644535}],"sentiment":"neutral","sentiment_score":-0.1346779242950551,"num_words":47,"start":811.29504,"end":826.21},{"sentences":[{"text":"MetLife pays that out.","start":826.21,"end":827.09,"sentiment":"neutral","sentiment_score":-0.04073811415582895},{"text":"That comes to you guys.","start":827.09,"end":828.23004,"sentiment":"neutral","sentiment_score":-0.001053600013256073},{"text":"Realistically, once that money's in the account, what we wanna do is transition to a pension 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act.","start":865.245,"end":879.02496,"sentiment":"neutral","sentiment_score":-0.07621464108967263},{"text":"Claim.","start":897.065,"end":897.565,"sentiment":"neutral","sentiment_score":-0.028916142880916595},{"text":"No.","start":901.22504,"end":901.625,"sentiment":"neutral","sentiment_score":-0.11606749892234802},{"text":"You're okay.","start":901.625,"end":902.28503,"sentiment":"neutral","sentiment_score":0.0018646009266376513}],"sentiment":"neutral","sentiment_score":-0.07195235416293144,"num_words":51,"start":864.445,"end":902.28503},{"sentences":[{"text":"Yep.","start":911.22003,"end":911.72003,"sentiment":"neutral","sentiment_score":0.07570132613182068},{"text":"On 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good.","start":922.955,"end":924.715,"sentiment":"positive","sentiment_score":0.5298648290336132},{"text":"Okay.","start":924.715,"end":925.035,"sentiment":"positive","sentiment_score":0.3613576889038086},{"text":"Cool.","start":925.035,"end":925.535,"sentiment":"positive","sentiment_score":0.4145888686180115},{"text":"So forms wise, I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't 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good.","start":949.925,"end":958.565,"sentiment":"neutral","sentiment_score":0.23399051454137354},{"text":"Good.","start":958.565,"end":958.805,"sentiment":"positive","sentiment_score":0.6747599840164185},{"text":"Good.","start":958.805,"end":959.045,"sentiment":"positive","sentiment_score":0.6268495321273804},{"text":"Alright.","start":959.045,"end":959.445,"sentiment":"positive","sentiment_score":0.580109715461731},{"text":"Perfect.","start":959.445,"end":959.925,"sentiment":"positive","sentiment_score":0.670006275177002}],"sentiment":"neutral","sentiment_score":0.31093163114218486,"num_words":21,"start":949.925,"end":959.925},{"sentences":[{"text":"That'll just enable me to just literally action all of that.","start":959.925,"end":962.725,"sentiment":"positive","sentiment_score":0.40567473389885644},{"text":"And she can sign all of that, and we can just submit it with you guys, and that'll just kind of go on hold until who needs to provide authority for it to commence?","start":962.725,"end":972.87994,"sentiment":"neutral","sentiment_score":0.10730733985410017},{"text":"So if I email it to you and say, hi.","start":974.37994,"end":976.06,"sentiment":"neutral","sentiment_score":0.0454635500907898},{"text":"Can like, team, could you please, while it's being signed, could you please hold off on commencing because open claim?","start":976.06,"end":982.905,"sentiment":"neutral","sentiment_score":0.029631164204329253},{"text":"Is that of is is that going to be respected coming from me?","start":983.28503,"end":986.805,"sentiment":"neutral","sentiment_score":0.01755696549438513}],"sentiment":"neutral","sentiment_score":0.10666330641304905,"num_words":88,"start":959.925,"end":986.805},{"sentences":[{"text":"Because, technically, like, my authority form does say authority to receive information, not authority to not authority to, like yes.","start":986.805,"end":998.58997,"sentiment":"neutral","sentiment_score":-0.0041150710545480255},{"text":"Correct.","start":999.69,"end":1000.19,"sentiment":"neutral","sentiment_score":0.06599560379981995},{"text":"Yes.","start":1000.25,"end":1000.75,"sentiment":"neutral","sentiment_score":0.07304698973894119},{"text":"Absolutely.","start":1025.91,"end":1026.39,"sentiment":"neutral","sentiment_score":0.31398847699165344},{"text":"We'd prefer confirmation then.","start":1026.39,"end":1028.17,"sentiment":"neutral","sentiment_score":0.17088207975029945}],"sentiment":"neutral","sentiment_score":0.03904659142372785,"num_words":27,"start":986.805,"end":1028.17},{"sentences":[{"text":"Yeah.","start":1040.9551,"end":1041.275,"sentiment":"neutral","sentiment_score":-0.06470078974962234},{"text":"Yeah.","start":1041.275,"end":1041.5951,"sentiment":"neutral","sentiment_score":-0.02708763442933559},{"text":"Because she's, like I like, she's back in hospital today.","start":1041.5951,"end":1044.0751,"sentiment":"neutral","sentiment_score":-0.06793382223695517},{"text":"So tomorrow, I'm driving into the hospital to go and see her, And I have an appointment, so I'll be there with the doctors to ensure that she's called presenters when we sign documents and go from there.","start":1044.0751,"end":1057.45,"sentiment":"neutral","sentiment_score":0.04769170475437453},{"text":"You still there?","start":1064.165,"end":1064.985,"sentiment":"neutral","sentiment_score":0.026583184488117695}],"sentiment":"neutral","sentiment_score":0.021149201652491994,"num_words":53,"start":1040.9551,"end":1064.985},{"sentences":[{"text":"Yes.","start":1075.37,"end":1075.6901,"sentiment":"neutral","sentiment_score":0.021271158009767532},{"text":"Got you.","start":1075.6901,"end":1076.25,"sentiment":"neutral","sentiment_score":0.023652457632124424},{"text":"Sorry.","start":1076.25,"end":1076.73,"sentiment":"neutral","sentiment_score":-0.010384954512119291},{"text":"I'm working from home in a case that's out today.","start":1076.73,"end":1079.39,"sentiment":"neutral","sentiment_score":-0.020388530939817427},{"text":"Yes.","start":1088.4551,"end":1088.9551,"sentiment":"neutral","sentiment_score":0.06449571251869202}],"sentiment":"neutral","sentiment_score":-0.005413231874505679,"num_words":15,"start":1075.37,"end":1088.9551},{"sentences":[{"text":"No.","start":1101.8151,"end":1101.9751,"sentiment":"neutral","sentiment_score":-0.10541293025016785},{"text":"It says, yeah.","start":1101.9751,"end":1102.9551,"sentiment":"neutral","sentiment_score":-0.055087956289450325},{"text":"No.","start":1108.8,"end":1109.12,"sentiment":"neutral","sentiment_score":-0.030358262360095974},{"text":"Perfect.","start":1109.12,"end":1109.44,"sentiment":"positive","sentiment_score":0.3558880388736725},{"text":"Thank you.","start":1109.44,"end":1110.1799,"sentiment":"positive","sentiment_score":0.37359099090099335}],"sentiment":"neutral","sentiment_score":0.10025436989963055,"num_words":8,"start":1101.8151,"end":1110.1799},{"sentences":[{"text":"Yeah.","start":1176.525,"end":1177.025,"sentiment":"neutral","sentiment_score":0.15171125531196594},{"text":"Yes.","start":1286.82,"end":1287.32,"sentiment":"neutral","sentiment_score":0.1233542263507843},{"text":"Larissa.","start":1294.82,"end":1295.32,"sentiment":"neutral","sentiment_score":-0.03679179400205612},{"text":"Yep.","start":1305.315,"end":1305.815,"sentiment":"neutral","sentiment_score":-0.034079186618328094},{"text":"Yep.","start":1327.5701,"end":1328.0701,"sentiment":"neutral","sentiment_score":-0.015490944497287272}],"sentiment":"neutral","sentiment_score":0.037740711309015754,"num_words":5,"start":1176.525,"end":1328.0701},{"sentences":[{"text":"Perfect.","start":1328.515,"end":1329.015,"sentiment":"neutral","sentiment_score":-0.04033853113651275},{"text":"Yeah.","start":1352.73,"end":1353.2101,"sentiment":"neutral","sentiment_score":0.053273171186447144},{"text":"No.","start":1353.2101,"end":1353.53,"sentiment":"neutral","sentiment_score":0.05341867357492447},{"text":"That is that is yeah.","start":1353.53,"end":1355.05,"sentiment":"neutral","sentiment_score":0.08314047455787658},{"text":"Form easiest way because then it's all in the one document on the same thing.","start":1355.05,"end":1359.6649,"sentiment":"neutral","sentiment_score":0.11326202799876531}],"sentiment":"neutral","sentiment_score":0.09482548288677049,"num_words":23,"start":1328.515,"end":1359.6649},{"sentences":[{"text":"So that's not perfect.","start":1360.5249,"end":1361.9049,"sentiment":"neutral","sentiment_score":-0.20552605390548706},{"text":"I will I'll do that.","start":1361.965,"end":1363.005,"sentiment":"neutral","sentiment_score":0.0476761095225811},{"text":"I'll make sure that I am I'm in the office tomorrow, so I'll print it all out.","start":1363.005,"end":1368.2849,"sentiment":"neutral","sentiment_score":0.08896494218531777},{"text":"I'm seeing her tomorrow morning.","start":1368.2849,"end":1370.845,"sentiment":"neutral","sentiment_score":0.13030949234962463},{"text":"So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you.","start":1370.845,"end":1383.42,"sentiment":"neutral","sentiment_score":0.10528978072106839}],"sentiment":"neutral","sentiment_score":0.08157491605256645,"num_words":71,"start":1360.5249,"end":1383.42},{"sentences":[{"text":"Okay.","start":1412.44,"end":1412.9199,"sentiment":"neutral","sentiment_score":0.07093007862567902},{"text":"No.","start":1412.9199,"end":1413.1599,"sentiment":"neutral","sentiment_score":0.12588991224765778},{"text":"That's perfect.","start":1413.1599,"end":1413.9,"sentiment":"positive","sentiment_score":0.39076758921146393},{"text":"That is absolutely everything.","start":1421.1749,"end":1423.195,"sentiment":"neutral","sentiment_score":0.24617615342140198},{"text":"I promise.","start":1423.335,"end":1423.995,"sentiment":"neutral","sentiment_score":0.153858944773674}],"sentiment":"neutral","sentiment_score":0.22707776725292206,"num_words":10,"start":1412.44,"end":1423.995},{"sentences":[{"text":"Listen.","start":1424.375,"end":1424.875,"sentiment":"neutral","sentiment_score":0.10465414822101592},{"text":"Right?","start":1429.975,"end":1430.475,"sentiment":"neutral","sentiment_score":0.10398860275745392},{"text":"No.","start":1444.605,"end":1445.085,"sentiment":"neutral","sentiment_score":0.0974506139755249},{"text":"Fantastic.","start":1445.085,"end":1445.585,"sentiment":"positive","sentiment_score":0.4838966727256775},{"text":"I appreciate your help.","start":1446.045,"end":1447.485,"sentiment":"positive","sentiment_score":0.4853372201323509}],"sentiment":"positive","sentiment_score":0.3414173647761345,"num_words":8,"start":1424.375,"end":1447.485},{"sentences":[{"text":"Thank you.","start":1447.485,"end":1448.225,"sentiment":"positive","sentiment_score":0.4664720296859741},{"text":"We'll see.","start":1455.485,"end":1456.285,"sentiment":"neutral","sentiment_score":0.09840482100844383},{"text":"We'll see.","start":1456.285,"end":1456.685,"sentiment":"neutral","sentiment_score":0.2155894935131073},{"text":"It's been a fun one, but that's we'll happen someday.","start":1456.685,"end":1459.585,"sentiment":"positive","sentiment_score":0.5370192766189575},{"text":"Thank you, darling.","start":1469.3201,"end":1470.2001,"sentiment":"positive","sentiment_score":0.8799970348676046}],"sentiment":"positive","sentiment_score":0.5037429768003916,"num_words":19,"start":1447.485,"end":1470.2001},{"sentences":[{"text":"You have a good one, Terry.","start":1470.2001,"end":1471.42,"sentiment":"positive","sentiment_score":0.8001253406206766},{"text":"Bye.","start":1474.1888,"end":1474.6888,"sentiment":"neutral","sentiment_score":0.2658690810203552}],"sentiment":"positive","sentiment_score":0.7238030178206307,"num_words":7,"start":1470.2001,"end":1474.6888}]}}]},{"alternatives":[{"transcript":"Thanks for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresuper.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and CareSoup. You're speaking with Ashley. Very well. Thank you. And yourself? Sure. Sure. Mhmm. Mhmm. Thank you. Can I confirm the member's name and date of birth, please? Thank you. I'll just bring up the third party authority. Won't be a second. K. Beautiful. May I just confirm the ASL number and business address, please? Perfect. Thank you. You've already given me the name of the organization as well. So that's everything I need there. What questions can I help with on this account? Yes. Of course. Oh, it'll be as at the unit price for the eighth. Beautiful. So account balance as of the unit price on the 09/08/2026 is $449,042.50. Yes. Yes. Sure. Yes. Yes. Okay. Mhmm. Okay. Because the withdrawal it would be reducing the amount withdrawn. That would be fine to confirm through the email chain. It's only if it was to be increased that we then need a new form. Sure. Yep. Okay. So once we receive all the information for any payment requests, we so the processing time's three sorry. Not three business days. Five business days from once we've received everything. So if we need to go back and confirm anything, that's processing time starts again. Yeah. The we have two payment runs that we do each day. So there's one first thing in the morning, and then there's one last thing of an afternoon. The and then the only other time frames to consider are the bank's processing time. So we generally say to allow for three business days on their end as well. But, yeah, does that answer your question somewhat? Awesome. Mhmm. Okay. Okay. For the terminal illness claim? Sure. Look. All I can do is have a look. So alright. What I'll do is have a check-in with Karen in claims who is looking after this one or somebody else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them. Just give you a rough idea as to where things are at and if we've received anything, of course. Karen or whoever I speak to may potentially want me to pop you through to them. So was there anything else you needed from me before I just check-in with them? Mhmm. No. That's alright. It's fine. I can bring it straight up. It's not a problem. Yeah. No. That's alright. It's in front of me pretty much. So the death cover currently sits at 42,600. Yeah. Wait. Yep. Will do. Otherwise, I'll come back to you, and we'll go from there. Perfect. Thanks. Thanks for holding. Okay. So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount. Just letting you know that she received the certified ID. She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that. Otherwise, we have to wait until they get back to us to then be able to provide you with the updates. So if you follow-up with them at any point, you can. Yeah. Yeah. Yeah. No. Absolutely. No. That's fine. Not a problem. But, yeah, she did mention that she received the the what she was waiting for on the seventh. She had been away for a couple of days, so she sorted that all out and submitted it through to the insurer first thing this morning. Perfect. Yep. Beautiful. I also touched base because she didn't mention about the withdrawal amounts. I've just said, look. I've left a note saying that they're wanting to reduce the amount and leave 300 k in the account, but you will send an email confirming that as well. That's lovely. So I think all over all over all of that, was there anything else other than those few questions that I can help with today? K. Yep. Hopefully. Or maybe you will, but I won't complain. So Yeah. Yeah. Yeah. Yep. Yep. Mhmm. Sure. Yeah. Yeah. Yes. Mhmm. Yep. Mhmm. Yep. Okay. Limited. Yep. Okay. Yes. Yep. Sure. Yes. Yep. That's right. Okay. So what you can do, even though the claim's in process at the moment, and, ideally, you would wait be wanting to wait until the claims pay sorry. Sorry. Mental blank. You can. If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them through, and then just ask us to hold off until the claim has been processed, yeah, on opening that account, we can do that. Yeah. Yep. Yep. Mhmm. Yeah. It's just called the open a retirement income account. So all the retirement income attached to the retirement product disclosure statement. Yes. The forms are included in that PDF as well. Yep. Yes. Mhmm. Yes. Mhmm. Alright. Information. Yes. Act. Yeah. Or to transact is the the definition. I look. I'd I'd wanna confirm it, but I do believe given the circumstances, you know, we do we do need to have flexibility. So I believe we can take the instruction from you, but I would just wanna confirm that if that's alright. Yeah. Yeah. Yeah. No. I don't want you to send it through, and then we're trying to ring Touha, you know, just however long down the road, and Touha's not actually available for us to then make that confirmation. So Oh god. Sure. Okay. Yes. Yes. Of course. Okay. Alright. Well, I'll just go and double check and confirm that we can take that instruction from yourself with those forms. Yes. Can you hear me? Hello? Have you still got me? Cool. Okay. No. No. That's okay. Oh, no. That's fair enough. Yeah. So I'll just go quickly confirm that we can take that instruction from yourself with submitting those retirement income forms. And then, yeah, that way, we'll be all over it prior to, yeah, getting to that point where the access and ability to yeah. Alright. I'll just pop you on hold briefly again while I confirm that. I won't be too long. Thanks. Thanks for holding again. Okay. Sorry. I have blanked. What was your name again? I'm sorry. Larissa. Thanks. Okay. So what would be acceptable? There's a couple of options. So if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that would be fine. Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay. So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form. Yep. Thank you. Yeah. Yes. Yep. Yep. Yep. I'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work. But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there. Fabulous. Was there any other questions Yeah. That was brilliant. Okey doke. So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through. And, yeah, we'll just wait to receive those forms. Pleasure. Anytime. And I'll let you get back to your day. Hopefully, you have a lovely rest of the week. Yes. This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope. Okay. You too, Marissa. Take care. Bye. 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for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresuper.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and CareSoup. You're speaking with Ashley.\n\nVery well. Thank you. And yourself? Sure. Sure.\n\nMhmm. Mhmm. Thank you. Can I confirm the member's name and date of birth, please? Thank you.\n\nI'll just bring up the third party authority. Won't be a second. K. Beautiful. May I just confirm the ASL number and business address, please?\n\nPerfect. Thank you. You've already given me the name of the organization as well. So that's everything I need there. What questions can I help with on this account?\n\nYes. Of course. Oh, it'll be as at the unit price for the eighth. Beautiful. So account balance as of the unit price on the 09/08/2026 is $449,042.50.\n\nYes. Yes. Sure. Yes. Yes.\n\nOkay. Mhmm. Okay. Because the withdrawal it would be reducing the amount withdrawn. That would be fine to confirm through the email chain.\n\nIt's only if it was to be increased that we then need a new form. Sure. Yep. Okay. So once we receive all the information for any payment requests, we so the processing time's three sorry.\n\nNot three business days. Five business days from once we've received everything. So if we need to go back and confirm anything, that's processing time starts again. Yeah. The we have two payment runs that we do each day.\n\nSo there's one first thing in the morning, and then there's one last thing of an afternoon. The and then the only other time frames to consider are the bank's processing time. So we generally say to allow for three business days on their end as well. But, yeah, does that answer your question somewhat? Awesome.\n\nMhmm. Okay. Okay. For the terminal illness claim? Sure.\n\nLook. All I can do is have a look. So alright. What I'll do is have a check-in with Karen in claims who is looking after this one or somebody else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them. Just give you a rough idea as to where things are at and if we've received anything, of course.\n\nKaren or whoever I speak to may potentially want me to pop you through to them. So was there anything else you needed from me before I just check-in with them? Mhmm. No. That's alright.\n\nIt's fine. I can bring it straight up. It's not a problem. Yeah. No.\n\nThat's alright. It's in front of me pretty much. So the death cover currently sits at 42,600. Yeah. Wait.\n\nYep. Will do. Otherwise, I'll come back to you, and we'll go from there. Perfect. Thanks.\n\nThanks for holding. Okay. So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount. Just letting you know that she received the certified ID. She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that.\n\nOtherwise, we have to wait until they get back to us to then be able to provide you with the updates. So if you follow-up with them at any point, you can. Yeah. Yeah. Yeah.\n\nNo. Absolutely. No. That's fine. Not a problem.\n\nBut, yeah, she did mention that she received the the what she was waiting for on the seventh. She had been away for a couple of days, so she sorted that all out and submitted it through to the insurer first thing this morning. Perfect. Yep. Beautiful.\n\nI also touched base because she didn't mention about the withdrawal amounts. I've just said, look. I've left a note saying that they're wanting to reduce the amount and leave 300 k in the account, but you will send an email confirming that as well. That's lovely. So I think all over all over all of that, was there anything else other than those few questions that I can help with today?\n\nK. Yep. Hopefully. Or maybe you will, but I won't complain. So Yeah.\n\nYeah. Yeah. Yep. Yep. Mhmm.\n\nSure. Yeah. Yeah. Yes. Mhmm.\n\nYep. Mhmm. Yep. Okay. Limited.\n\nYep. Okay. Yes. Yep. Sure.\n\nYes. Yep. That's right. Okay. So what you can do, even though the claim's in process at the moment, and, ideally, you would wait be wanting to wait until the claims pay sorry.\n\nSorry. Mental blank. You can. If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them through, and then just ask us to hold off until the claim has been processed, yeah, on opening that account, we can do that. Yeah.\n\nYep. Yep. Mhmm. Yeah. It's just called the open a retirement income account.\n\nSo all the retirement income attached to the retirement product disclosure statement. Yes. The forms are included in that PDF as well. Yep. Yes.\n\nMhmm. Yes. Mhmm. Alright. Information.\n\nYes. Act. Yeah. Or to transact is the the definition. I look.\n\nI'd I'd wanna confirm it, but I do believe given the circumstances, you know, we do we do need to have flexibility. So I believe we can take the instruction from you, but I would just wanna confirm that if that's alright. Yeah. Yeah. Yeah.\n\nNo. I don't want you to send it through, and then we're trying to ring Touha, you know, just however long down the road, and Touha's not actually available for us to then make that confirmation. So Oh god. Sure. Okay.\n\nYes. Yes. Of course. Okay. Alright.\n\nWell, I'll just go and double check and confirm that we can take that instruction from yourself with those forms. Yes. Can you hear me? Hello? Have you still got me?\n\nCool. Okay. No. No. That's okay.\n\nOh, no. That's fair enough. Yeah. So I'll just go quickly confirm that we can take that instruction from yourself with submitting those retirement income forms. And then, yeah, that way, we'll be all over it prior to, yeah, getting to that point where the access and ability to yeah.\n\nAlright. I'll just pop you on hold briefly again while I confirm that. I won't be too long. Thanks. Thanks for holding again.\n\nOkay. Sorry. I have blanked. What was your name again? I'm sorry.\n\nLarissa. Thanks. Okay. So what would be acceptable? There's a couple of options.\n\nSo if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that would be fine. Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay. So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form. Yep. Thank you.\n\nYeah. Yes. Yep. Yep. Yep.\n\nI'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work. But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there. Fabulous. Was there any other questions Yeah. That was brilliant.\n\nOkey doke. So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through. And, yeah, we'll just wait to receive those forms. Pleasure. Anytime.\n\nAnd I'll let you get back to your day. Hopefully, you have a lovely rest of the week. Yes. This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope. Okay.\n\nYou too, Marissa. Take care. Bye. Bye.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSuper.","start":3.52,"end":4.9,"sentiment":"positive","sentiment_score":0.520393580198288},{"text":"We record all our calls for training and compliance.","start":5.3599997,"end":8.1,"sentiment":"positive","sentiment_score":0.3489784565236833},{"text":"We appreciate your feedback.","start":8.639999,"end":10.179999,"sentiment":"positive","sentiment_score":0.4364706799387932},{"text":"If we have your email address, we may send you a quick survey.","start":10.24,"end":13.46,"sentiment":"neutral","sentiment_score":0.14767603748119795},{"text":"Please let us know if you don't wish to participate.","start":13.679999,"end":16.154999,"sentiment":"neutral","sentiment_score":-0.05020306035876274}],"sentiment":"neutral","sentiment_score":0.2096505258232355,"num_words":40,"start":3.52,"end":16.154999},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your information.","start":16.695,"end":20.154999,"sentiment":"neutral","sentiment_score":0.0443510835369428},{"text":"You can find it at caresuper.com.au.","start":20.535,"end":23.435,"sentiment":"neutral","sentiment_score":0.03892952545235554},{"text":"We've recently changed our menu prompt.","start":23.494999,"end":25.515,"sentiment":"neutral","sentiment_score":-0.0033346975687891245},{"text":"Please listen carefully to the following options.","start":25.654999,"end":27.835,"sentiment":"neutral","sentiment_score":-0.007113101293465921},{"text":"For employer inquiries, press 1.","start":28.539999,"end":30.8,"sentiment":"neutral","sentiment_score":0.0008108105510473251}],"sentiment":"neutral","sentiment_score":0.019445675373491313,"num_words":36,"start":16.695,"end":30.8},{"sentences":[{"text":"For member inquiries, press 2.","start":30.939999,"end":33.12,"sentiment":"neutral","sentiment_score":0.005046428646892309},{"text":"If you're a financial adviser, press 3.","start":33.34,"end":36.0,"sentiment":"neutral","sentiment_score":0.0023804190568625927},{"text":"Thanks for waiting.","start":39.42,"end":40.3,"sentiment":"neutral","sentiment_score":0.1248590350151062},{"text":"We're currently busy helping and CareSoup.","start":40.3,"end":42.8,"sentiment":"neutral","sentiment_score":0.022403370899458725},{"text":"You're speaking with Ashley.","start":42.86,"end":44.0,"sentiment":"neutral","sentiment_score":0.01293835777323693}],"sentiment":"neutral","sentiment_score":0.024105833526700735,"num_words":25,"start":30.939999,"end":44.0},{"sentences":[{"text":"Very well.","start":48.445,"end":48.925003,"sentiment":"positive","sentiment_score":0.4188658148050308},{"text":"Thank you.","start":48.925003,"end":49.325,"sentiment":"positive","sentiment_score":0.35594043135643005},{"text":"And yourself?","start":49.325,"end":49.985,"sentiment":"neutral","sentiment_score":0.1727656126022339},{"text":"Sure.","start":61.0,"end":61.5,"sentiment":"neutral","sentiment_score":0.07472952455282211},{"text":"Sure.","start":61.72,"end":62.22,"sentiment":"neutral","sentiment_score":0.04148333519697189}],"sentiment":"neutral","sentiment_score":0.25141957215964794,"num_words":8,"start":48.445,"end":62.22},{"sentences":[{"text":"Mhmm.","start":63.0,"end":63.5,"sentiment":"neutral","sentiment_score":0.03818123787641525},{"text":"Mhmm.","start":64.92,"end":65.42,"sentiment":"neutral","sentiment_score":0.023183465003967285},{"text":"Thank you.","start":68.68,"end":69.5,"sentiment":"neutral","sentiment_score":0.31215569376945496},{"text":"Can I confirm the member's name and date of birth, please?","start":70.28,"end":81.595,"sentiment":"neutral","sentiment_score":0.10324758358977058},{"text":"Thank you.","start":81.595,"end":82.415,"sentiment":"neutral","sentiment_score":0.10176845267415047}],"sentiment":"neutral","sentiment_score":0.11911390677970998,"num_words":17,"start":63.0,"end":82.415},{"sentences":[{"text":"I'll just bring up the third party authority.","start":82.635,"end":84.395,"sentiment":"neutral","sentiment_score":0.03708681068383157},{"text":"Won't be a second.","start":84.395,"end":85.455,"sentiment":"neutral","sentiment_score":-0.009216197533532977},{"text":"K.","start":108.505005,"end":109.005005,"sentiment":"neutral","sentiment_score":0.10001708567142488},{"text":"Beautiful.","start":110.425,"end":110.925,"sentiment":"neutral","sentiment_score":0.21345987915992737},{"text":"May I just confirm the ASL number and business address, please?","start":111.065,"end":115.565,"sentiment":"neutral","sentiment_score":0.08254095370119269}],"sentiment":"neutral","sentiment_score":0.0592502860352397,"num_words":25,"start":82.635,"end":115.565},{"sentences":[{"text":"Perfect.","start":126.1,"end":126.6,"sentiment":"positive","sentiment_score":0.4306543469429016},{"text":"Thank you.","start":126.659996,"end":127.22,"sentiment":"positive","sentiment_score":0.4768148511648178},{"text":"You've already given me the name of the organization as well.","start":127.22,"end":129.86,"sentiment":"neutral","sentiment_score":0.3216358341953971},{"text":"So that's everything I need there.","start":129.86,"end":131.45999,"sentiment":"neutral","sentiment_score":0.3251401682694753},{"text":"What questions can I help with on this account?","start":131.45999,"end":134.105,"sentiment":"neutral","sentiment_score":0.1392017760210567}],"sentiment":"neutral","sentiment_score":0.2802046627320092,"num_words":29,"start":126.1,"end":134.105},{"sentences":[{"text":"Yes.","start":138.565,"end":138.885,"sentiment":"neutral","sentiment_score":0.05338036268949509},{"text":"Of course.","start":138.885,"end":139.44499,"sentiment":"neutral","sentiment_score":0.05468027666211128},{"text":"Oh, it'll be as at the unit price for the eighth.","start":139.44499,"end":143.545,"sentiment":"neutral","sentiment_score":0.04498335939239372},{"text":"Beautiful.","start":146.63,"end":147.11,"sentiment":"positive","sentiment_score":0.4013614058494568},{"text":"So account balance as of the unit price on the 09/08/2026 is $449,042.50.","start":147.11,"end":157.05,"sentiment":"neutral","sentiment_score":0.1395428364093487}],"sentiment":"neutral","sentiment_score":0.10260629101789423,"num_words":28,"start":138.565,"end":157.05},{"sentences":[{"text":"Yes.","start":170.13501,"end":170.63501,"sentiment":"neutral","sentiment_score":0.03125729784369469},{"text":"Yes.","start":171.735,"end":172.05,"sentiment":"neutral","sentiment_score":-0.0063320049084723},{"text":"Sure.","start":175.89,"end":176.39,"sentiment":"neutral","sentiment_score":0.14609099924564362},{"text":"Yes.","start":182.93001,"end":183.43001,"sentiment":"neutral","sentiment_score":0.10370546579360962},{"text":"Yes.","start":194.705,"end":195.205,"sentiment":"neutral","sentiment_score":0.038619253784418106}],"sentiment":"neutral","sentiment_score":0.06266820235177875,"num_words":5,"start":170.13501,"end":195.205},{"sentences":[{"text":"Okay.","start":200.625,"end":201.12,"sentiment":"neutral","sentiment_score":-0.015835721045732498},{"text":"Mhmm.","start":204.95999,"end":205.45999,"sentiment":"neutral","sentiment_score":-0.019337080419063568},{"text":"Okay.","start":219.20499,"end":219.70499,"sentiment":"neutral","sentiment_score":0.019614269956946373},{"text":"Because the withdrawal it would be reducing the amount withdrawn.","start":230.16,"end":236.90001,"sentiment":"neutral","sentiment_score":-0.041023474931716916},{"text":"That would be fine to confirm through the email chain.","start":238.0,"end":241.22,"sentiment":"neutral","sentiment_score":0.11548922099173069}],"sentiment":"neutral","sentiment_score":0.03169995343879513,"num_words":23,"start":200.625,"end":241.22},{"sentences":[{"text":"It's only if it was to be increased that we then need a new form.","start":241.83499,"end":246.015,"sentiment":"neutral","sentiment_score":-0.06133952774107456},{"text":"Sure.","start":260.57,"end":260.72998,"sentiment":"neutral","sentiment_score":0.1527928113937378},{"text":"Yep.","start":260.72998,"end":261.22998,"sentiment":"neutral","sentiment_score":0.08571665734052658},{"text":"Okay.","start":275.745,"end":276.225,"sentiment":"neutral","sentiment_score":-0.026943061500787735},{"text":"So once we receive all the information for any payment requests, we so the processing time's three sorry.","start":276.225,"end":285.98502,"sentiment":"neutral","sentiment_score":-0.07581983817120393}],"sentiment":"neutral","sentiment_score":-0.057591210999008685,"num_words":36,"start":241.83499,"end":285.98502},{"sentences":[{"text":"Not three business days.","start":285.98502,"end":287.06,"sentiment":"neutral","sentiment_score":-0.1328241303563118},{"text":"Five business days from once we've received everything.","start":287.06,"end":290.19998,"sentiment":"neutral","sentiment_score":-0.09553073532879353},{"text":"So if we need to go back and confirm anything, that's processing time starts again.","start":290.34,"end":296.44,"sentiment":"neutral","sentiment_score":-0.12901897629102071},{"text":"Yeah.","start":298.18,"end":298.68,"sentiment":"neutral","sentiment_score":-0.020400984212756157},{"text":"The we have two payment runs that we do each day.","start":298.9,"end":302.88498,"sentiment":"neutral","sentiment_score":-0.026716039262034676}],"sentiment":"neutral","sentiment_score":-0.09090011447477035,"num_words":39,"start":285.98502,"end":302.88498},{"sentences":[{"text":"So there's one first thing in the morning, and then there's one last thing of an afternoon.","start":302.88498,"end":307.305,"sentiment":"neutral","sentiment_score":-0.005281812949653934},{"text":"The and then the only other time frames to consider are the bank's processing time.","start":309.60498,"end":316.77,"sentiment":"neutral","sentiment_score":-0.04287433239320914},{"text":"So we generally say to allow for three business days on their end as well.","start":316.77,"end":320.55002,"sentiment":"neutral","sentiment_score":0.013263436158498128},{"text":"But, yeah, does that answer your question somewhat?","start":322.29,"end":324.61002,"sentiment":"neutral","sentiment_score":0.012693393975496292},{"text":"Awesome.","start":324.61002,"end":325.11002,"sentiment":"positive","sentiment_score":0.4427551031112671}],"sentiment":"neutral","sentiment_score":0.00018478555804384605,"num_words":56,"start":302.88498,"end":325.11002},{"sentences":[{"text":"Mhmm.","start":335.66498,"end":336.145,"sentiment":"neutral","sentiment_score":0.005392083898186684},{"text":"Okay.","start":336.145,"end":336.645,"sentiment":"neutral","sentiment_score":0.011346418410539629},{"text":"Okay.","start":343.425,"end":343.8,"sentiment":"neutral","sentiment_score":-0.0002515106461942196},{"text":"For the terminal illness claim?","start":343.96,"end":345.97998,"sentiment":"neutral","sentiment_score":-0.009401070419698954},{"text":"Sure.","start":348.19998,"end":348.69998,"sentiment":"neutral","sentiment_score":0.07387246936559677}],"sentiment":"neutral","sentiment_score":0.0048171232144037885,"num_words":9,"start":335.66498,"end":348.69998},{"sentences":[{"text":"Look.","start":348.84,"end":349.34,"sentiment":"neutral","sentiment_score":0.06681235879659653},{"text":"All I can do is have a look.","start":349.56,"end":354.37997,"sentiment":"neutral","sentiment_score":0.051906379871070385},{"text":"So alright.","start":357.4,"end":363.275,"sentiment":"neutral","sentiment_score":0.06295419670641422},{"text":"What I'll do is have a check-in with Karen in claims who is looking after this one or somebody else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them.","start":363.335,"end":383.12,"sentiment":"neutral","sentiment_score":0.02541344295497294},{"text":"Just give you a rough idea as to where things are at and if we've received anything, of course.","start":383.18,"end":388.785,"sentiment":"neutral","sentiment_score":0.002953892604349867}],"sentiment":"neutral","sentiment_score":0.024243115121775884,"num_words":84,"start":348.84,"end":388.785},{"sentences":[{"text":"Karen or whoever I speak to may potentially want me to pop you through to them.","start":389.885,"end":395.665,"sentiment":"neutral","sentiment_score":0.059933658223599195},{"text":"So was there anything else you needed from me before I just check-in with them?","start":396.125,"end":401.66,"sentiment":"neutral","sentiment_score":0.03437920026481152},{"text":"Mhmm.","start":406.28,"end":406.78,"sentiment":"neutral","sentiment_score":0.015417693182826042},{"text":"No.","start":412.375,"end":412.615,"sentiment":"neutral","sentiment_score":-0.04618946090340614},{"text":"That's alright.","start":412.615,"end":413.435,"sentiment":"neutral","sentiment_score":0.05646518152207136}],"sentiment":"neutral","sentiment_score":0.04447957516780921,"num_words":35,"start":389.885,"end":413.435},{"sentences":[{"text":"It's fine.","start":414.455,"end":414.935,"sentiment":"neutral","sentiment_score":0.19594566524028778},{"text":"I can bring it straight up.","start":414.935,"end":416.055,"sentiment":"neutral","sentiment_score":0.17650230477253595},{"text":"It's not a problem.","start":416.055,"end":416.955,"sentiment":"neutral","sentiment_score":0.12158235162496567},{"text":"Yeah.","start":421.415,"end":421.735,"sentiment":"neutral","sentiment_score":-0.008422779850661755},{"text":"No.","start":421.735,"end":421.975,"sentiment":"neutral","sentiment_score":-0.04788749665021896}],"sentiment":"neutral","sentiment_score":0.13435173493676952,"num_words":14,"start":414.455,"end":421.975},{"sentences":[{"text":"That's alright.","start":421.975,"end":422.455,"sentiment":"neutral","sentiment_score":-0.027413051575422287},{"text":"It's in front of me pretty much.","start":422.455,"end":423.815,"sentiment":"neutral","sentiment_score":-0.03268209791609219},{"text":"So the death cover currently sits at 42,600.","start":423.815,"end":428.40002,"sentiment":"neutral","sentiment_score":-0.0658068535849452},{"text":"Yeah.","start":432.54,"end":433.04,"sentiment":"positive","sentiment_score":0.3427206575870514},{"text":"Wait.","start":436.7,"end":436.965,"sentiment":"neutral","sentiment_score":0.033271197229623795}],"sentiment":"neutral","sentiment_score":-0.022845461180335598,"num_words":19,"start":421.975,"end":436.965},{"sentences":[{"text":"Yep.","start":438.165,"end":438.565,"sentiment":"neutral","sentiment_score":0.06683488935232162},{"text":"Will do.","start":438.565,"end":439.205,"sentiment":"neutral","sentiment_score":0.09892556443810462},{"text":"Otherwise, I'll come back to you, and we'll go from there.","start":439.205,"end":441.385,"sentiment":"neutral","sentiment_score":0.06331551955504851},{"text":"Perfect.","start":443.365,"end":443.845,"sentiment":"positive","sentiment_score":0.6619154810905457},{"text":"Thanks.","start":443.845,"end":444.345,"sentiment":"positive","sentiment_score":0.6127727031707764}],"sentiment":"neutral","sentiment_score":0.13974030734971166,"num_words":16,"start":438.165,"end":444.345},{"sentences":[{"text":"Thanks for holding.","start":667.935,"end":668.915,"sentiment":"positive","sentiment_score":0.5264444549878439},{"text":"Okay.","start":671.775,"end":672.175,"sentiment":"neutral","sentiment_score":0.0721149742603302},{"text":"So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount.","start":672.175,"end":683.22003,"sentiment":"neutral","sentiment_score":0.03974732756614685},{"text":"Just letting you know that she received the certified ID.","start":683.44,"end":686.96,"sentiment":"neutral","sentiment_score":0.054408447444438936},{"text":"She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that.","start":686.96,"end":709.7,"sentiment":"neutral","sentiment_score":0.06570324690805542}],"sentiment":"neutral","sentiment_score":0.0716460389085114,"num_words":88,"start":667.935,"end":709.7},{"sentences":[{"text":"Otherwise, we have to wait until they get back to us to then be able to provide you with the updates.","start":710.39996,"end":714.74,"sentiment":"neutral","sentiment_score":0.0204476137157707},{"text":"So if you follow-up with them at any point, you can.","start":715.04,"end":718.03503,"sentiment":"neutral","sentiment_score":0.0126456811346791},{"text":"Yeah.","start":725.775,"end":726.275,"sentiment":"neutral","sentiment_score":-0.055360518395900726},{"text":"Yeah.","start":726.575,"end":727.055,"sentiment":"neutral","sentiment_score":-0.011300142854452131},{"text":"Yeah.","start":727.055,"end":727.375,"sentiment":"neutral","sentiment_score":-0.006901361979544163}],"sentiment":"neutral","sentiment_score":0.014141153065221651,"num_words":35,"start":710.39996,"end":727.375},{"sentences":[{"text":"No.","start":727.375,"end":727.615,"sentiment":"neutral","sentiment_score":-0.016883131116628647},{"text":"Absolutely.","start":727.615,"end":728.115,"sentiment":"neutral","sentiment_score":0.014593688771128654},{"text":"No.","start":728.575,"end":728.735,"sentiment":"neutral","sentiment_score":-0.00044232234358787537},{"text":"That's fine.","start":728.735,"end":729.375,"sentiment":"neutral","sentiment_score":0.026670056395232677},{"text":"Not a problem.","start":729.375,"end":730.02,"sentiment":"neutral","sentiment_score":0.052563743044932686}],"sentiment":"neutral","sentiment_score":0.026037447154521942,"num_words":8,"start":727.375,"end":730.02},{"sentences":[{"text":"But, yeah, she did mention that she received the the what she was waiting for on the seventh.","start":730.58,"end":735.80005,"sentiment":"neutral","sentiment_score":-0.01569869586577018},{"text":"She had been away for a couple of days, so she sorted that all out and submitted it through to the insurer first thing this morning.","start":736.26,"end":742.935,"sentiment":"neutral","sentiment_score":-0.044773674211823024},{"text":"Perfect.","start":747.555,"end":748.055,"sentiment":"positive","sentiment_score":0.6176161766052246},{"text":"Yep.","start":750.75494,"end":751.25494,"sentiment":"neutral","sentiment_score":0.26549041271209717},{"text":"Beautiful.","start":751.555,"end":752.055,"sentiment":"positive","sentiment_score":0.4368975162506103}],"sentiment":"neutral","sentiment_score":-0.002695488287730421,"num_words":47,"start":730.58,"end":752.055},{"sentences":[{"text":"I also touched base because she didn't mention about the withdrawal amounts.","start":752.435,"end":756.435,"sentiment":"neutral","sentiment_score":0.0694082179106772},{"text":"I've just said, look.","start":756.435,"end":757.23,"sentiment":"neutral","sentiment_score":0.03150375187397003},{"text":"I've left a note saying that they're wanting to reduce the amount and leave 300 k in the account, but you will send an email confirming that as well.","start":757.31,"end":766.44995,"sentiment":"neutral","sentiment_score":0.03308560618938043},{"text":"That's lovely.","start":769.79,"end":770.43,"sentiment":"positive","sentiment_score":0.46821433305740356},{"text":"So I think all over all over all of that, was there anything else other than those few questions that I can help with today?","start":770.43,"end":777.585,"sentiment":"neutral","sentiment_score":0.19230393767356874}],"sentiment":"neutral","sentiment_score":0.10642254597041756,"num_words":72,"start":752.435,"end":777.585},{"sentences":[{"text":"K.","start":782.525,"end":782.605,"sentiment":"neutral","sentiment_score":0.062245000153779984},{"text":"Yep.","start":782.605,"end":783.105,"sentiment":"neutral","sentiment_score":0.07147762924432755},{"text":"Hopefully.","start":784.525,"end":785.025,"sentiment":"neutral","sentiment_score":0.06788263469934464},{"text":"Or maybe you will, but I won't complain.","start":785.325,"end":787.88,"sentiment":"neutral","sentiment_score":0.00648348033428192},{"text":"So Yeah.","start":788.1,"end":791.0,"sentiment":"neutral","sentiment_score":0.01200776919722557}],"sentiment":"neutral","sentiment_score":0.02134528039739682,"num_words":13,"start":782.525,"end":791.0},{"sentences":[{"text":"Yeah.","start":796.82,"end":796.98,"sentiment":"neutral","sentiment_score":-0.04082749038934707},{"text":"Yeah.","start":796.98,"end":797.48,"sentiment":"neutral","sentiment_score":0.004882884211838245},{"text":"Yep.","start":808.095,"end":808.595,"sentiment":"neutral","sentiment_score":0.035770051181316376},{"text":"Yep.","start":817.6,"end":818.1,"sentiment":"neutral","sentiment_score":-0.033874787390232086},{"text":"Mhmm.","start":819.92,"end":820.42,"sentiment":"neutral","sentiment_score":-0.09642686694860458}],"sentiment":"neutral","sentiment_score":-0.026095241867005826,"num_words":5,"start":796.82,"end":820.42},{"sentences":[{"text":"Sure.","start":821.83997,"end":822.33997,"sentiment":"neutral","sentiment_score":-0.1316738724708557},{"text":"Yeah.","start":824.8,"end":825.3,"sentiment":"neutral","sentiment_score":-0.07165929675102234},{"text":"Yeah.","start":825.6,"end":826.1,"sentiment":"neutral","sentiment_score":-0.027523774653673172},{"text":"Yes.","start":828.64,"end":829.005,"sentiment":"neutral","sentiment_score":0.07052026689052582},{"text":"Mhmm.","start":835.565,"end":836.065,"sentiment":"neutral","sentiment_score":0.07804057002067566}],"sentiment":"neutral","sentiment_score":-0.016459221392869948,"num_words":5,"start":821.83997,"end":836.065},{"sentences":[{"text":"Yep.","start":839.405,"end":839.905,"sentiment":"neutral","sentiment_score":0.08796783536672592},{"text":"Mhmm.","start":847.32,"end":847.82,"sentiment":"neutral","sentiment_score":0.03980986028909683},{"text":"Yep.","start":855.24,"end":855.74,"sentiment":"neutral","sentiment_score":-0.04641806706786156},{"text":"Okay.","start":856.92,"end":857.42,"sentiment":"neutral","sentiment_score":-0.06222943961620331},{"text":"Limited.","start":862.72504,"end":863.22504,"sentiment":"neutral","sentiment_score":-0.14953665435314178}],"sentiment":"neutral","sentiment_score":-0.02608129307627678,"num_words":5,"start":839.405,"end":863.22504},{"sentences":[{"text":"Yep.","start":864.245,"end":864.745,"sentiment":"neutral","sentiment_score":-0.020918330177664757},{"text":"Okay.","start":865.685,"end":866.185,"sentiment":"neutral","sentiment_score":-0.02377464808523655},{"text":"Yes.","start":869.365,"end":869.865,"sentiment":"neutral","sentiment_score":-0.05297589302062988},{"text":"Yep.","start":874.23004,"end":874.73004,"sentiment":"neutral","sentiment_score":-0.0778551921248436},{"text":"Sure.","start":875.67004,"end":876.17004,"sentiment":"neutral","sentiment_score":-0.07105065882205963}],"sentiment":"neutral","sentiment_score":-0.04931494444608688,"num_words":5,"start":864.245,"end":876.17004},{"sentences":[{"text":"Yes.","start":879.51,"end":879.91003,"sentiment":"neutral","sentiment_score":0.01622309535741806},{"text":"Yep.","start":879.91003,"end":880.23004,"sentiment":"neutral","sentiment_score":0.03422930836677551},{"text":"That's right.","start":880.23004,"end":881.05,"sentiment":"neutral","sentiment_score":0.10319827124476433},{"text":"Okay.","start":882.07,"end":882.57,"sentiment":"neutral","sentiment_score":0.07894318550825119},{"text":"So what you can do, even though the claim's in process at the moment, and, ideally, you would wait be wanting to wait until the claims pay sorry.","start":882.71,"end":899.09503,"sentiment":"neutral","sentiment_score":0.006700306199491024}],"sentiment":"neutral","sentiment_score":0.015860627433567337,"num_words":33,"start":879.51,"end":899.09503},{"sentences":[{"text":"Sorry.","start":899.55,"end":899.95,"sentiment":"neutral","sentiment_score":-0.14671865105628967},{"text":"Mental blank.","start":899.95,"end":900.93,"sentiment":"neutral","sentiment_score":-0.16497470438480377},{"text":"You can.","start":901.39,"end":902.29,"sentiment":"neutral","sentiment_score":0.003020055592060089},{"text":"If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them through, and then just ask us to hold off until the claim has been processed, yeah, on opening that account, we can do that.","start":902.83,"end":920.695,"sentiment":"neutral","sentiment_score":0.10860009677708149},{"text":"Yeah.","start":922.675,"end":923.175,"sentiment":"neutral","sentiment_score":0.09377210587263109}],"sentiment":"neutral","sentiment_score":0.08882208863416544,"num_words":52,"start":899.55,"end":923.175},{"sentences":[{"text":"Yep.","start":925.315,"end":925.815,"sentiment":"neutral","sentiment_score":0.11351561546325684},{"text":"Yep.","start":930.275,"end":930.435,"sentiment":"neutral","sentiment_score":0.03421305865049362},{"text":"Mhmm.","start":930.435,"end":930.87,"sentiment":"neutral","sentiment_score":0.025906439870595932},{"text":"Yeah.","start":937.51,"end":937.83,"sentiment":"neutral","sentiment_score":0.031046591699123383},{"text":"It's just called the open a retirement income account.","start":937.83,"end":941.21,"sentiment":"neutral","sentiment_score":0.04490298446681765}],"sentiment":"neutral","sentiment_score":0.046831428144986816,"num_words":13,"start":925.315,"end":941.21},{"sentences":[{"text":"So all the retirement income attached to the retirement product disclosure statement.","start":941.67,"end":950.21497,"sentiment":"neutral","sentiment_score":0.07011087456097205},{"text":"Yes.","start":953.875,"end":954.27496,"sentiment":"neutral","sentiment_score":0.16281437873840332},{"text":"The forms are included in that PDF as well.","start":954.27496,"end":957.495,"sentiment":"neutral","sentiment_score":0.18811574412716758},{"text":"Yep.","start":959.635,"end":959.85,"sentiment":"positive","sentiment_score":0.367167592048645},{"text":"Yes.","start":965.61,"end":966.11,"sentiment":"neutral","sentiment_score":0.1313111037015915}],"sentiment":"neutral","sentiment_score":0.1331527194318672,"num_words":24,"start":941.67,"end":966.11},{"sentences":[{"text":"Mhmm.","start":967.20996,"end":967.70996,"sentiment":"neutral","sentiment_score":0.03553805872797966},{"text":"Yes.","start":970.49,"end":970.99,"sentiment":"neutral","sentiment_score":0.014410780742764471},{"text":"Mhmm.","start":983.975,"end":984.475,"sentiment":"neutral","sentiment_score":0.006805406417697668},{"text":"Alright.","start":987.735,"end":988.235,"sentiment":"neutral","sentiment_score":0.01677190139889717},{"text":"Information.","start":994.16003,"end":994.66003,"sentiment":"neutral","sentiment_score":-0.014194771647453308}],"sentiment":"neutral","sentiment_score":0.011866275127977133,"num_words":5,"start":967.20996,"end":994.66003},{"sentences":[{"text":"Yes.","start":995.04,"end":995.54,"sentiment":"neutral","sentiment_score":-0.01501025166362524},{"text":"Act.","start":996.72003,"end":997.2,"sentiment":"neutral","sentiment_score":-0.020175112411379818},{"text":"Yeah.","start":997.2,"end":997.7,"sentiment":"neutral","sentiment_score":-0.0009114714339375496},{"text":"Or to transact is the the definition.","start":997.76,"end":1000.02,"sentiment":"neutral","sentiment_score":0.007167037044252668},{"text":"I look.","start":1000.24,"end":1003.575,"sentiment":"neutral","sentiment_score":0.05825701355934143}],"sentiment":"neutral","sentiment_score":0.010882204243292412,"num_words":12,"start":995.04,"end":1003.575},{"sentences":[{"text":"I'd I'd wanna confirm it, but I do believe given the circumstances, you know, we do we do need to have flexibility.","start":1004.53503,"end":1014.715,"sentiment":"neutral","sentiment_score":0.10169167257845402},{"text":"So I believe we can take the instruction from you, but I would just wanna confirm that if that's alright.","start":1015.015,"end":1024.73,"sentiment":"neutral","sentiment_score":0.1639284711331129},{"text":"Yeah.","start":1027.27,"end":1027.77,"sentiment":"neutral","sentiment_score":0.1125318631529808},{"text":"Yeah.","start":1028.0701,"end":1028.5701,"sentiment":"neutral","sentiment_score":0.05919483304023743},{"text":"Yeah.","start":1028.63,"end":1029.03,"sentiment":"neutral","sentiment_score":0.014901657588779926}],"sentiment":"neutral","sentiment_score":0.12672032384822765,"num_words":45,"start":1004.53503,"end":1029.03},{"sentences":[{"text":"No.","start":1029.03,"end":1029.1901,"sentiment":"neutral","sentiment_score":-0.04427718371152878},{"text":"I don't want you to send it through, and then we're trying to ring Touha, you know, just however long down the road, and Touha's not actually available for us to then make that confirmation.","start":1029.1901,"end":1040.5951,"sentiment":"negative","sentiment_score":-0.5221465281077794},{"text":"So Oh god.","start":1041.8551,"end":1047.19,"sentiment":"neutral","sentiment_score":-0.06199835613369942},{"text":"Sure.","start":1048.37,"end":1048.87,"sentiment":"neutral","sentiment_score":0.11005039513111116},{"text":"Okay.","start":1048.9299,"end":1049.4299,"sentiment":"neutral","sentiment_score":0.0829913467168808}],"sentiment":"negative","sentiment_score":-0.4466429022935832,"num_words":41,"start":1029.03,"end":1049.4299},{"sentences":[{"text":"Yes.","start":1055.57,"end":1055.97,"sentiment":"neutral","sentiment_score":0.06672555208206177},{"text":"Yes.","start":1055.97,"end":1056.45,"sentiment":"neutral","sentiment_score":0.06018126755952835},{"text":"Of course.","start":1056.45,"end":1057.11,"sentiment":"neutral","sentiment_score":0.05207075737416744},{"text":"Okay.","start":1057.73,"end":1058.13,"sentiment":"neutral","sentiment_score":0.10612612962722778},{"text":"Alright.","start":1058.13,"end":1058.45,"sentiment":"neutral","sentiment_score":0.14743342995643616}],"sentiment":"neutral","sentiment_score":0.0807679823289315,"num_words":6,"start":1055.57,"end":1058.45},{"sentences":[{"text":"Well, I'll just go and double check and confirm that we can take that instruction from yourself with those forms.","start":1058.45,"end":1064.905,"sentiment":"neutral","sentiment_score":0.1309962123632431},{"text":"Yes.","start":1065.765,"end":1066.265,"sentiment":"neutral","sentiment_score":0.01322812493890524},{"text":"Can you hear me?","start":1067.285,"end":1068.345,"sentiment":"neutral","sentiment_score":-0.013578023528680205},{"text":"Hello?","start":1069.605,"end":1070.105,"sentiment":"neutral","sentiment_score":-0.013171335682272913},{"text":"Have you still got me?","start":1073.365,"end":1074.985,"sentiment":"neutral","sentiment_score":-0.02476237677037716}],"sentiment":"neutral","sentiment_score":0.07876958253402863,"num_words":31,"start":1058.45,"end":1074.985},{"sentences":[{"text":"Cool.","start":1076.62,"end":1076.9401,"sentiment":"neutral","sentiment_score":0.12497840076684952},{"text":"Okay.","start":1076.9401,"end":1077.34,"sentiment":"neutral","sentiment_score":0.05863363295793533},{"text":"No.","start":1077.34,"end":1077.5801,"sentiment":"neutral","sentiment_score":-0.1170167550444603},{"text":"No.","start":1077.5801,"end":1077.66,"sentiment":"neutral","sentiment_score":-0.13196003437042236},{"text":"That's okay.","start":1077.66,"end":1078.48,"sentiment":"neutral","sentiment_score":-0.04415755718946457}],"sentiment":"neutral","sentiment_score":-0.025613311678171158,"num_words":6,"start":1076.62,"end":1078.48},{"sentences":[{"text":"Oh, no.","start":1080.38,"end":1080.7001,"sentiment":"neutral","sentiment_score":-0.062474172562360764},{"text":"That's fair enough.","start":1080.7001,"end":1081.68,"sentiment":"neutral","sentiment_score":0.011197897916038832},{"text":"Yeah.","start":1081.9,"end":1082.22,"sentiment":"neutral","sentiment_score":0.11357122659683228},{"text":"So I'll just go quickly confirm that we can take that instruction from yourself with submitting those retirement income forms.","start":1082.22,"end":1090.605,"sentiment":"neutral","sentiment_score":0.12425090558826923},{"text":"And then, yeah, that way, we'll be all over it prior to, yeah, getting to that point where the access and ability to yeah.","start":1092.265,"end":1103.965,"sentiment":"neutral","sentiment_score":0.0023882288175324598}],"sentiment":"neutral","sentiment_score":0.05129104357212782,"num_words":50,"start":1080.38,"end":1103.965},{"sentences":[{"text":"Alright.","start":1104.14,"end":1104.38,"sentiment":"neutral","sentiment_score":0.05959325656294823},{"text":"I'll just pop you on hold briefly again while I confirm that.","start":1104.38,"end":1107.42,"sentiment":"neutral","sentiment_score":0.01911714719608426},{"text":"I won't be too long.","start":1107.42,"end":1108.56,"sentiment":"neutral","sentiment_score":-0.07930754721164704},{"text":"Thanks.","start":1110.54,"end":1111.04,"sentiment":"positive","sentiment_score":0.348760724067688},{"text":"Thanks for holding again.","start":1286.125,"end":1287.4249,"sentiment":"neutral","sentiment_score":0.22360112518072128}],"sentiment":"neutral","sentiment_score":0.04937506572383901,"num_words":23,"start":1104.14,"end":1287.4249},{"sentences":[{"text":"Okay.","start":1289.485,"end":1289.985,"sentiment":"neutral","sentiment_score":-0.017354561015963554},{"text":"Sorry.","start":1290.365,"end":1290.865,"sentiment":"neutral","sentiment_score":-0.12545889616012573},{"text":"I have blanked.","start":1291.005,"end":1292.365,"sentiment":"neutral","sentiment_score":-0.18182136118412018},{"text":"What was your name again?","start":1292.365,"end":1293.405,"sentiment":"neutral","sentiment_score":-0.10611361861228943},{"text":"I'm sorry.","start":1293.405,"end":1294.065,"sentiment":"neutral","sentiment_score":-0.09782484546303749}],"sentiment":"neutral","sentiment_score":-0.11787461039299767,"num_words":12,"start":1289.485,"end":1294.065},{"sentences":[{"text":"Larissa.","start":1296.0449,"end":1296.5449,"sentiment":"neutral","sentiment_score":-0.01968593522906303},{"text":"Thanks.","start":1296.6849,"end":1297.1849,"sentiment":"neutral","sentiment_score":0.11944738030433656},{"text":"Okay.","start":1298.65,"end":1299.13,"sentiment":"neutral","sentiment_score":0.019801277667284012},{"text":"So what would be acceptable?","start":1299.13,"end":1304.1901,"sentiment":"neutral","sentiment_score":-0.03637177273631096},{"text":"There's a couple of options.","start":1304.81,"end":1306.11,"sentiment":"neutral","sentiment_score":-0.05480024665594101}],"sentiment":"neutral","sentiment_score":-0.025869028786054023,"num_words":13,"start":1296.0449,"end":1306.11},{"sentences":[{"text":"So if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that would be fine.","start":1307.21,"end":1328.51,"sentiment":"neutral","sentiment_score":-0.13617366482503712},{"text":"Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay.","start":1328.97,"end":1342.945,"sentiment":"neutral","sentiment_score":0.0608342509302828},{"text":"So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form.","start":1342.945,"end":1352.245,"sentiment":"neutral","sentiment_score":0.10028575098624935},{"text":"Yep.","start":1357.4701,"end":1357.9701,"sentiment":"neutral","sentiment_score":0.0676860436797142},{"text":"Thank you.","start":1358.8301,"end":1359.5701,"sentiment":"neutral","sentiment_score":0.3300822228193283}],"sentiment":"neutral","sentiment_score":0.01293919923506221,"num_words":98,"start":1307.21,"end":1359.5701},{"sentences":[{"text":"Yeah.","start":1359.7101,"end":1360.2101,"sentiment":"neutral","sentiment_score":0.07970502227544785},{"text":"Yes.","start":1360.43,"end":1360.93,"sentiment":"neutral","sentiment_score":0.038350023329257965},{"text":"Yep.","start":1367.495,"end":1367.995,"sentiment":"neutral","sentiment_score":0.10174523293972015},{"text":"Yep.","start":1383.49,"end":1383.57,"sentiment":"neutral","sentiment_score":0.09843730181455612},{"text":"Yep.","start":1383.57,"end":1384.07,"sentiment":"neutral","sentiment_score":0.1022692322731018}],"sentiment":"neutral","sentiment_score":0.08410136252641678,"num_words":5,"start":1359.7101,"end":1384.07},{"sentences":[{"text":"I'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work.","start":1384.1299,"end":1401.6749,"sentiment":"neutral","sentiment_score":0.12356246319019569},{"text":"But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there.","start":1402.615,"end":1411.72,"sentiment":"neutral","sentiment_score":0.05044243238600237},{"text":"Fabulous.","start":1415.7001,"end":1416.2001,"sentiment":"positive","sentiment_score":0.5605805516242981},{"text":"Was there any other questions Yeah.","start":1416.8201,"end":1431.61,"sentiment":"neutral","sentiment_score":0.1788908230761687},{"text":"That was brilliant.","start":1431.61,"end":1432.59,"sentiment":"positive","sentiment_score":0.5214212040106455}],"sentiment":"neutral","sentiment_score":0.12263063470331523,"num_words":91,"start":1384.1299,"end":1432.59},{"sentences":[{"text":"Okey doke.","start":1432.8099,"end":1433.37,"sentiment":"neutral","sentiment_score":0.19326835870742798},{"text":"So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through.","start":1433.37,"end":1440.4299,"sentiment":"neutral","sentiment_score":0.12516270391643047},{"text":"And, yeah, we'll just wait to receive those forms.","start":1441.21,"end":1448.735,"sentiment":"neutral","sentiment_score":0.08517161549793349},{"text":"Pleasure.","start":1448.735,"end":1449.235,"sentiment":"positive","sentiment_score":0.33903297781944275},{"text":"Anytime.","start":1449.295,"end":1449.795,"sentiment":"neutral","sentiment_score":0.3039807081222534}],"sentiment":"neutral","sentiment_score":0.1297297253197915,"num_words":37,"start":1432.8099,"end":1449.795},{"sentences":[{"text":"And I'll let you get back to your day.","start":1450.095,"end":1452.015,"sentiment":"positive","sentiment_score":0.37192028098636204},{"text":"Hopefully, you have a lovely rest of the week.","start":1452.015,"end":1454.195,"sentiment":"positive","sentiment_score":0.5070621404382918},{"text":"Yes.","start":1460.4199,"end":1460.82,"sentiment":"positive","sentiment_score":0.539673388004303},{"text":"This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope.","start":1460.82,"end":1468.52,"sentiment":"positive","sentiment_score":0.753158292044764},{"text":"Okay.","start":1471.0289,"end":1471.5289,"sentiment":"positive","sentiment_score":0.4620199799537658}],"sentiment":"positive","sentiment_score":0.6101203692513842,"num_words":43,"start":1450.095,"end":1471.5289},{"sentences":[{"text":"You too, Marissa.","start":1471.749,"end":1472.709,"sentiment":"positive","sentiment_score":0.4782316784063975},{"text":"Take care.","start":1472.709,"end":1473.449,"sentiment":"positive","sentiment_score":0.5194645822048187},{"text":"Bye.","start":1474.949,"end":1475.449,"sentiment":"neutral","sentiment_score":0.1914648711681366},{"text":"Bye.","start":1475.509,"end":1476.009,"sentiment":"neutral","sentiment_score":-0.09736567735671996}],"sentiment":"positive","sentiment_score":0.36681762763432096,"num_words":7,"start":1471.749,"end":1476.009}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Thanks for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback. If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate.\n\nOur privacy policy tells you how we collect and use your information. You can find it at caresuper.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1.\n\nFor member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and CareSoup. You're speaking with Ashley.\n\nChannel 0: Hi, Ashley. My name is Clarissa from Archie Financial. How are you going?\n\nChannel 1: Very well. Thank you. And yourself?\n\nChannel 0: Yeah. Really good. Thanks. I have a authority on a client's file. I was just wanting to just literally ask, like, two or three questions really easy.\n\nChannel 1: Sure.\n\nChannel 0: Member\n\nChannel 1: Sure.\n\nChannel 0: number\n\nChannel 1: Mhmm.\n\nChannel 0: is 504\n\nChannel 1: Mhmm.\n\nChannel 0: 81456. Absolutely.\n\nChannel 1: Thank you. Can I confirm the member's name and date of birth,\n\nChannel 0: 02/01/1972 to Harmakenna.\n\nChannel 1: please? Thank you. I'll just bring up the third party authority. Won't be a second.\n\nChannel 0: Alright. Fine.\n\nChannel 1: K. Beautiful. May I just confirm the ASL number and business address, please?\n\nChannel 0: 513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215.\n\nChannel 1: Perfect. Thank you. You've already given me the name of the organization as well. So that's everything I need there. What questions can I help with on this account?\n\nChannel 0: So that's can I have the the balance as of today?\n\nChannel 1: Yes. Of course. Oh, it'll be as at the unit price for the eighth.\n\nChannel 0: Yeah. No. That's fine. Perfect.\n\nChannel 1: Beautiful. So account balance as of the unit price on the 09/08/2026 is $449,042.50.\n\nChannel 0: Amazing. So 44904250. Client has a claim that has been\n\nChannel 1: Yes.\n\nChannel 0: submitted. Well aware\n\nChannel 1: Yes.\n\nChannel 0: that it's probably a different department, but just figured while I'm here.\n\nChannel 1: Sure.\n\nChannel 0: Claim was approved. Originally, the client wanted to pull out $200,000.\n\nChannel 1: Yes.\n\nChannel 0: Somehow, the form added an extra zero, which created $2,000,000. I'm in my office receipt this morning, basically asking for for confirmation.\n\nChannel 1: Yes.\n\nChannel 0: What I need to know was the client kind of changed her mind\n\nChannel 1: Okay.\n\nChannel 0: in terms of advice strategy. And\n\nChannel 1: Mhmm.\n\nChannel 0: what she's what what what her and her husband are willing to do is, like, leave $300,000 in the account. So essentially change the withdrawal to be what would essentially be a $149,042.50 today.\n\nChannel 1: Okay.\n\nChannel 0: Is that a or is that something that we can just do via response to the email chain from Karen this morning for the withdrawal request confirmation?\n\nChannel 1: Because the withdrawal it would be reducing the amount withdrawn. That would be fine to confirm through the email chain. It's only if it was to be increased that we then need a new form.\n\nChannel 0: No. Yeah. Cool. Alright. Amazing.\n\nThat's easy then. I will get that confirmed with her. So that way, she's able to just send her an email for that.\n\nChannel 1: Sure. Yep.\n\nChannel 0: Closing time frames, how do CareSoupil operate? So do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work?\n\nChannel 1: Okay. So once we receive all the information for any payment requests, we so the processing time's three sorry. Not three business days. Five business days from once we've received everything. So if we need to go back and confirm anything, that's processing time starts again.\n\nChannel 0: Please stop. Yep.\n\nChannel 1: Yeah. The we have two payment runs that we do each day. So there's one first thing in the morning, and then there's one last thing of an afternoon.\n\nChannel 0: Yep.\n\nChannel 1: The and then the only other time frames to consider are the bank's processing time. So we generally say to allow for three business days on their end as well.\n\nChannel 0: Yeah.\n\nChannel 1: But, yeah, does that answer your question somewhat? Awesome.\n\nChannel 0: Yeah. No. It does. It's perfect. The last question I have, and I understand I probably have to go to MetLife for this,\n\nChannel 1: Mhmm. Okay.\n\nChannel 0: But do you have any notes from MetLife in respect to their claim process?\n\nChannel 1: Okay. For the terminal illness claim?\n\nChannel 0: Yes. Yeah.\n\nChannel 1: Sure. Look. All I can do is have a look. So alright. What I'll do is have a check-in with Karen in claims who is looking after this one or somebody\n\nChannel 0: Yes.\n\nChannel 1: else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them. Just give you a rough idea as to where things are at and if we've received anything, of course.\n\nChannel 0: Yep.\n\nChannel 1: Karen or whoever I speak to may potentially want me to pop you through to them. So was there anything else you needed from me before I just check-in with them?\n\nChannel 0: Can I just confirm? Most of the time I have it in front of me, but I wanna\n\nChannel 1: Mhmm.\n\nChannel 0: include it. When I do, I figure, how much is the life insurance again? I could look it up, but I figured\n\nChannel 1: No.\n\nChannel 0: it was\n\nChannel 1: That's\n\nChannel 0: totally\n\nChannel 1: alright.\n\nChannel 0: in front of you.\n\nChannel 1: It's fine. I can bring it straight up. It's not a problem.\n\nChannel 0: Yeah. I have to log in to doing my system search\n\nChannel 1: Yeah.\n\nChannel 0: some\n\nChannel 1: No. That's alright. It's in front of me pretty much. So the death cover currently sits at 42,600.\n\nChannel 0: days. Yeah. Cool. That rings a bell anyway. Perfect.\n\nChannel 1: Yeah.\n\nChannel 0: Amazing. Alright. Perfect. Yeah. Go through to Karen.\n\nPut me on hold. If I have to talk to\n\nChannel 1: Wait.\n\nChannel 0: her, just pop me through. Let's do\n\nChannel 1: Yep. Will do. Otherwise, I'll come\n\nChannel 0: it.\n\nChannel 1: back to you, and we'll go from there.\n\nChannel 0: Yeah. Thanks, though.\n\nChannel 1: Perfect. Thanks. Thanks for holding.\n\nChannel 0: No. You're good.\n\nChannel 1: Okay. So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount. Just letting you know\n\nChannel 0: Yes.\n\nChannel 1: that she received the certified ID. She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that. Otherwise, we have to wait until they get back to us to then be able to provide you with the updates. So if you\n\nChannel 0: Yeah.\n\nChannel 1: follow-up with them at any point, you can.\n\nChannel 0: No. That's fine. I I figured that was gonna be the case. I just figured while I was on the phone asking the other two questions, I hit two beds in one zone,\n\nChannel 1: Yeah.\n\nChannel 0: so it's not really.\n\nChannel 1: Yeah. Yeah. No. Absolutely. No.\n\nThat's fine. Not a problem. But, yeah, she did mention that she received the the what she was waiting for on the seventh. She had been away for a couple of days, so she sorted that all out and submitted it through to the insurer first thing this morning.\n\nChannel 0: No. Fantastic. No. That's amazing. And you guys\n\nChannel 1: Perfect.\n\nChannel 0: have processed your claim super quick, which is awesome.\n\nChannel 1: Yep. Beautiful. I also touched base because she didn't mention about the withdrawal amounts. I've just said, look. I've left a note saying that they're wanting to reduce the amount and leave 300 k in the account, but you will send an email confirming that as well.\n\nChannel 0: Yeah. No. Perfect.\n\nChannel 1: That's lovely. So I think all over all over all of that, was there anything else other than those few questions that I can help with today?\n\nChannel 0: No. That should hopefully be everything that I could possibly think of right now, and I hopefully\n\nChannel 1: K. Yep.\n\nChannel 0: shouldn't need you again.\n\nChannel 1: Hopefully. Or maybe you will, but I won't complain. So\n\nChannel 0: I have a\n\nChannel 1: Yeah.\n\nChannel 0: question yeah. Question. Like, I I know the answer, but, again, not\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Tuhan once approved realistically, so the advice strategy that I'm putting together and, like, to be clear, she's a pro bono client.\n\nChannel 1: Yep.\n\nChannel 0: What we're wanting to do is basically like, she's on an active IP claim, MetLife paying IP. Obviously,\n\nChannel 1: Yep.\n\nChannel 0: like, PPD, she's realistically\n\nChannel 1: Mhmm.\n\nChannel 0: not gonna survive long enough to, like, go\n\nChannel 1: Sure.\n\nChannel 0: through the claim. It's not worth it. She is terminal, so terminal illness\n\nChannel 1: Yeah.\n\nChannel 0: claim. That's with\n\nChannel 1: Yeah.\n\nChannel 0: MetLife. MetLife pays that out. That comes to you guys.\n\nChannel 1: Yes.\n\nChannel 0: Realistically, once that money's in the account, what we wanna\n\nChannel 1: Mhmm.\n\nChannel 0: do is transition to a pension account.\n\nChannel 1: Yep.\n\nChannel 0: How easy is that in terms of doing,\n\nChannel 1: Mhmm.\n\nChannel 0: like, form wise? Because, realistically, in terms of her deterioration, it could be\n\nChannel 1: Yep.\n\nChannel 0: quite rapid,\n\nChannel 1: Okay.\n\nChannel 0: and my access to her may start to become a little bit\n\nChannel 1: Limited.\n\nChannel 0: decreased.\n\nChannel 1: Yep.\n\nChannel 0: Yeah. While, like,\n\nChannel 1: Okay.\n\nChannel 0: she signed off on the advice and I'm able to act on her behalf, there's also\n\nChannel 1: Yes.\n\nChannel 0: between me and you gonna be limitations that I'm gonna have in being able to\n\nChannel 1: Yep.\n\nChannel 0: action things because I\n\nChannel 1: Sure.\n\nChannel 0: only have a TPA not actually authority to act.\n\nChannel 1: Yes. Yep. That's right. Okay. So what you can do, even though the claim's in process at the moment, and, ideally, you would wait be wanting to wait until the\n\nChannel 0: Claim.\n\nChannel 1: claims pay sorry. Sorry. Mental blank.\n\nChannel 0: No.\n\nChannel 1: You\n\nChannel 0: You're okay.\n\nChannel 1: can. If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them\n\nChannel 0: Yep.\n\nChannel 1: through, and then just ask us to hold off until the claim\n\nChannel 0: On\n\nChannel 1: has\n\nChannel 0: commencement.\n\nChannel 1: been processed, yeah, on\n\nChannel 0: Yep.\n\nChannel 1: opening that account, we can do that.\n\nChannel 0: Okay. No. That\n\nChannel 1: Yeah.\n\nChannel 0: yeah. That would actually that would work really good. Okay. Cool.\n\nChannel 1: Yep.\n\nChannel 0: So forms wise,\n\nChannel 1: Yep. Mhmm.\n\nChannel 0: I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't it?\n\nChannel 1: Yeah. It's just\n\nChannel 0: Yep.\n\nChannel 1: called the open a retirement income account. So all the retirement income attached to the retirement product disclosure\n\nChannel 0: Yeah. Cool. Cool. Cool.\n\nChannel 1: statement.\n\nChannel 0: And then from there, we wanna set up a reversionary beneficiary for\n\nChannel 1: Yes.\n\nChannel 0: her husband\n\nChannel 1: The forms\n\nChannel 0: because\n\nChannel 1: are included in that PDF as well.\n\nChannel 0: oh, good. Good. Good. Alright. Perfect.\n\nChannel 1: Yep.\n\nChannel 0: That'll just enable me to just literally action all of that. And she can sign all of that, and we can just\n\nChannel 1: Yes.\n\nChannel 0: submit it with you guys, and that'll\n\nChannel 1: Mhmm.\n\nChannel 0: just kind of go on hold until who\n\nChannel 1: Yes.\n\nChannel 0: needs to provide authority for it to commence? So if I email it to you and say, hi. Can like, team, could you please, while it's being signed, could you please hold off on commencing because open claim? Is that of\n\nChannel 1: Mhmm.\n\nChannel 0: is is that going to be respected coming from me? Because, technically,\n\nChannel 1: Alright.\n\nChannel 0: like, my authority form does say authority to receive information,\n\nChannel 1: Information.\n\nChannel 0: not authority to\n\nChannel 1: Yes.\n\nChannel 0: not authority\n\nChannel 1: Act.\n\nChannel 0: to,\n\nChannel 1: Yeah.\n\nChannel 0: like\n\nChannel 1: Or to\n\nChannel 0: yes.\n\nChannel 1: transact is the the definition.\n\nChannel 0: Correct.\n\nChannel 1: I\n\nChannel 0: Yes.\n\nChannel 1: look. I'd I'd wanna confirm it, but I do believe given the circumstances, you know, we do we do need to have flexibility. So I believe we can take the instruction from you, but I would just wanna confirm that if that's alright.\n\nChannel 0: Absolutely. We'd prefer confirmation\n\nChannel 1: Yeah.\n\nChannel 0: then.\n\nChannel 1: Yeah. Yeah. No. I don't want you to send it through, and then we're trying to ring Touha, you know, just however long down the road, and Touha's not actually available for us to then make that confirmation.\n\nChannel 0: Yeah. Yeah. Because\n\nChannel 1: So\n\nChannel 0: she's, like I like, she's back in hospital today. So tomorrow,\n\nChannel 1: Oh\n\nChannel 0: I'm driving into the hospital\n\nChannel 1: god.\n\nChannel 0: to go and see her,\n\nChannel 1: Sure. Okay.\n\nChannel 0: And I have an appointment, so I'll be there with the doctors to ensure that she's called presenters when we sign documents\n\nChannel 1: Yes. Yes.\n\nChannel 0: and\n\nChannel 1: Of course.\n\nChannel 0: go from there.\n\nChannel 1: Okay. Alright. Well, I'll just go and double check and confirm that we can take that instruction from yourself with those\n\nChannel 0: You still\n\nChannel 1: forms.\n\nChannel 0: there?\n\nChannel 1: Yes. Can you hear me? Hello? Have you still got me?\n\nChannel 0: Yes. Got you. Sorry.\n\nChannel 1: Cool.\n\nChannel 0: I'm\n\nChannel 1: Okay.\n\nChannel 0: working\n\nChannel 1: No. No.\n\nChannel 0: from\n\nChannel 1: That's\n\nChannel 0: home\n\nChannel 1: okay.\n\nChannel 0: in a case that's out today.\n\nChannel 1: Oh, no. That's fair enough. Yeah. So I'll just go quickly confirm that we can take that instruction from yourself with submitting those\n\nChannel 0: Yes.\n\nChannel 1: retirement income forms. And then, yeah, that way, we'll be all over it prior to, yeah, getting to that point where the access and\n\nChannel 0: No.\n\nChannel 1: ability\n\nChannel 0: It says, yeah.\n\nChannel 1: to yeah. Alright. I'll just pop you on hold briefly again while I confirm that. I won't be too long.\n\nChannel 0: No. Perfect. Thank you.\n\nChannel 1: Thanks.\n\nChannel 0: Yeah.\n\nChannel 1: Thanks for holding\n\nChannel 0: Yes.\n\nChannel 1: again. Okay. Sorry. I have blanked. What was your name again?\n\nI'm sorry.\n\nChannel 0: Larissa.\n\nChannel 1: Larissa. Thanks. Okay. So what would be acceptable? There's a couple\n\nChannel 0: Yep.\n\nChannel 1: of options. So if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that\n\nChannel 0: Yep.\n\nChannel 1: would be fine.\n\nChannel 0: Perfect.\n\nChannel 1: Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay. So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form.\n\nChannel 0: Yeah. No. That is that is yeah. Form easiest way because then it's all in the one\n\nChannel 1: Yep.\n\nChannel 0: document on the same\n\nChannel 1: Thank you.\n\nChannel 0: thing.\n\nChannel 1: Yeah. Yes.\n\nChannel 0: So that's not perfect. I will I'll do that. I'll make sure that I am I'm in the office tomorrow, so I'll\n\nChannel 1: Yep.\n\nChannel 0: print it all out. I'm seeing her tomorrow morning. So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you.\n\nChannel 1: Yep. Yep. I'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work. But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there.\n\nChannel 0: Okay. No. That's perfect.\n\nChannel 1: Fabulous. Was there any other questions\n\nChannel 0: That is absolutely everything. I promise. Listen. Right?\n\nChannel 1: Yeah. That was brilliant. Okey doke. So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through. And, yeah, we'll just wait to receive those\n\nChannel 0: No. Fantastic. I appreciate your help. Thank you.\n\nChannel 1: forms. Pleasure. Anytime. And I'll let you get back to your day. Hopefully, you have a lovely rest of the week.\n\nChannel 0: We'll see. We'll see. It's been a fun one, but that's we'll happen someday.\n\nChannel 1: Yes. This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope.\n\nChannel 0: Thank you, darling. You have a good one, Terry.\n\nChannel 1: Okay. You too, Marissa. Take care.\n\nChannel 0: Bye.\n\nChannel 1: Bye. Bye.","paragraphs":[{"sentences":[{"text":"Thanks for calling CareSuper.","start":3.52,"end":4.9,"sentiment":"positive","sentiment_score":0.520393580198288},{"text":"We record all our calls for training and compliance.","start":5.3599997,"end":8.1,"sentiment":"positive","sentiment_score":0.3489784565236833},{"text":"We appreciate your feedback.","start":8.639999,"end":10.179999,"sentiment":"positive","sentiment_score":0.4364706799387932},{"text":"If we have your email address, we may send you a quick survey.","start":10.24,"end":13.46,"sentiment":"neutral","sentiment_score":0.14767603748119795},{"text":"Please let us know if you don't wish to participate.","start":13.679999,"end":16.154999,"sentiment":"neutral","sentiment_score":-0.05020306035876274}],"sentiment":"neutral","sentiment_score":0.2096505258232355,"channel":1,"num_words":40,"start":3.52,"end":16.154999},{"sentences":[{"text":"Our privacy policy tells you how we collect and use your information.","start":16.695,"end":20.154999,"sentiment":"neutral","sentiment_score":0.0443510835369428},{"text":"You can find it at caresuper.com.au.","start":20.535,"end":23.435,"sentiment":"neutral","sentiment_score":0.03892952545235554},{"text":"We've recently changed our menu prompt.","start":23.494999,"end":25.515,"sentiment":"neutral","sentiment_score":-0.0033346975687891245},{"text":"Please listen carefully to the following options.","start":25.654999,"end":27.835,"sentiment":"neutral","sentiment_score":-0.007113101293465921},{"text":"For employer inquiries, press 1.","start":28.539999,"end":30.8,"sentiment":"neutral","sentiment_score":0.0008108105510473251}],"sentiment":"neutral","sentiment_score":0.019445675373491313,"channel":1,"num_words":36,"start":16.695,"end":30.8},{"sentences":[{"text":"For member inquiries, press 2.","start":30.939999,"end":33.12,"sentiment":"neutral","sentiment_score":0.005046428646892309},{"text":"If you're a financial adviser, press 3.","start":33.34,"end":36.0,"sentiment":"neutral","sentiment_score":0.0023804190568625927},{"text":"Thanks for waiting.","start":39.42,"end":40.3,"sentiment":"neutral","sentiment_score":0.1248590350151062},{"text":"We're currently busy helping and CareSoup.","start":40.3,"end":42.8,"sentiment":"neutral","sentiment_score":0.022403370899458725},{"text":"You're speaking with Ashley.","start":42.86,"end":44.0,"sentiment":"neutral","sentiment_score":0.01293835777323693}],"sentiment":"neutral","sentiment_score":0.024105833526700735,"channel":1,"num_words":25,"start":30.939999,"end":44.0},{"sentences":[{"text":"Hi, Ashley.","start":44.935,"end":45.495003,"sentiment":"neutral","sentiment_score":0.13031024485826492},{"text":"My name is Clarissa from Archie Financial.","start":45.495003,"end":47.095,"sentiment":"neutral","sentiment_score":0.16008995047637395},{"text":"How are you going?","start":47.095,"end":47.915,"sentiment":"neutral","sentiment_score":0.20016901567578316}],"sentiment":"neutral","sentiment_score":0.16784047736571386,"channel":0,"num_words":13,"start":44.935,"end":47.915},{"sentences":[{"text":"Very well.","start":48.445,"end":48.925003,"sentiment":"positive","sentiment_score":0.4188658148050308},{"text":"Thank you.","start":48.925003,"end":49.325,"sentiment":"positive","sentiment_score":0.35594043135643005},{"text":"And yourself?","start":49.325,"end":49.985,"sentiment":"neutral","sentiment_score":0.1727656126022339}],"sentiment":"neutral","sentiment_score":0.31585728625456494,"channel":1,"num_words":6,"start":48.445,"end":49.985},{"sentences":[{"text":"Yeah.","start":50.63,"end":51.11,"sentiment":"neutral","sentiment_score":0.23477740585803983},{"text":"Really good.","start":51.11,"end":51.670002,"sentiment":"positive","sentiment_score":0.488006055355072},{"text":"Thanks.","start":51.670002,"end":52.170002,"sentiment":"positive","sentiment_score":0.5091614127159119},{"text":"I have a authority on a client's file.","start":52.870003,"end":55.91,"sentiment":"neutral","sentiment_score":0.2971956171095371},{"text":"I was just wanting to just literally ask, like, two or three questions really easy.","start":55.91,"end":61.13,"sentiment":"positive","sentiment_score":0.3469248096148173}],"sentiment":"positive","sentiment_score":0.3444958522363945,"channel":0,"num_words":27,"start":50.63,"end":61.13},{"sentences":[{"text":"Sure.","start":61.0,"end":61.5,"sentiment":"neutral","sentiment_score":0.07472952455282211}],"sentiment":"neutral","sentiment_score":0.07472952455282211,"channel":1,"num_words":1,"start":61.0,"end":61.5},{"sentences":[{"text":"Member","start":61.510002,"end":61.91,"sentiment":"neutral","sentiment_score":0.0404713973402977}],"sentiment":"neutral","sentiment_score":0.0404713973402977,"channel":0,"num_words":1,"start":61.510002,"end":61.91},{"sentences":[{"text":"Sure.","start":61.72,"end":62.22,"sentiment":"neutral","sentiment_score":0.04148333519697189}],"sentiment":"neutral","sentiment_score":0.04148333519697189,"channel":1,"num_words":1,"start":61.72,"end":62.22},{"sentences":[{"text":"number","start":61.91,"end":62.41,"sentiment":"neutral","sentiment_score":0.0303548164665699}],"sentiment":"neutral","sentiment_score":0.0303548164665699,"channel":0,"num_words":1,"start":61.91,"end":62.41},{"sentences":[{"text":"Mhmm.","start":63.0,"end":63.5,"sentiment":"neutral","sentiment_score":0.03818123787641525}],"sentiment":"neutral","sentiment_score":0.03818123787641525,"channel":1,"num_words":1,"start":63.0,"end":63.5},{"sentences":[{"text":"is 504","start":63.03,"end":64.925,"sentiment":"neutral","sentiment_score":0.02616269141435623}],"sentiment":"neutral","sentiment_score":0.02616269141435623,"channel":0,"num_words":2,"start":63.03,"end":64.925},{"sentences":[{"text":"Mhmm.","start":64.92,"end":65.42,"sentiment":"neutral","sentiment_score":0.023183465003967285}],"sentiment":"neutral","sentiment_score":0.023183465003967285,"channel":1,"num_words":1,"start":64.92,"end":65.42},{"sentences":[{"text":"81456.","start":64.925,"end":66.765,"sentiment":"neutral","sentiment_score":0.02667715959250927},{"text":"Absolutely.","start":66.765,"end":67.265,"sentiment":"neutral","sentiment_score":0.2194924354553223}],"sentiment":"neutral","sentiment_score":0.12308479752391578,"channel":0,"num_words":2,"start":64.925,"end":67.265},{"sentences":[{"text":"Thank you.","start":68.68,"end":69.5,"sentiment":"neutral","sentiment_score":0.31215569376945496},{"text":"Can I confirm the member's name and date of birth,","start":70.28,"end":73.515,"sentiment":"neutral","sentiment_score":0.10721508339047432}],"sentiment":"neutral","sentiment_score":0.1413718517869711,"channel":1,"num_words":12,"start":68.68,"end":73.515},{"sentences":[{"text":"02/01/1972 to Harmakenna.","start":77.65,"end":79.75,"sentiment":"neutral","sentiment_score":0.09703641136487325}],"sentiment":"neutral","sentiment_score":0.09703641136487325,"channel":0,"num_words":3,"start":77.65,"end":79.75},{"sentences":[{"text":"please?","start":81.195,"end":81.595,"sentiment":"neutral","sentiment_score":0.06357258558273315},{"text":"Thank you.","start":81.595,"end":82.415,"sentiment":"neutral","sentiment_score":0.10176845267415047},{"text":"I'll just bring up the third party authority.","start":82.635,"end":84.395,"sentiment":"neutral","sentiment_score":0.03708681068383157},{"text":"Won't be a second.","start":84.395,"end":85.455,"sentiment":"neutral","sentiment_score":-0.009216197533532977}],"sentiment":"neutral","sentiment_score":0.03512927908450365,"channel":1,"num_words":15,"start":81.195,"end":85.455},{"sentences":[{"text":"Alright.","start":85.97,"end":86.45,"sentiment":"neutral","sentiment_score":0.08517152070999146},{"text":"Fine.","start":86.45,"end":86.95,"sentiment":"neutral","sentiment_score":0.0970153957605362}],"sentiment":"neutral","sentiment_score":0.09109345823526382,"channel":0,"num_words":2,"start":85.97,"end":86.95},{"sentences":[{"text":"K.","start":108.505005,"end":109.005005,"sentiment":"neutral","sentiment_score":0.10001708567142488},{"text":"Beautiful.","start":110.425,"end":110.925,"sentiment":"neutral","sentiment_score":0.21345987915992737},{"text":"May I just confirm the ASL number and business address, please?","start":111.065,"end":115.565,"sentiment":"neutral","sentiment_score":0.08254095370119269}],"sentiment":"neutral","sentiment_score":0.09395595811880551,"channel":1,"num_words":13,"start":108.505005,"end":115.565},{"sentences":[{"text":"513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215.","start":117.425,"end":125.525,"sentiment":"neutral","sentiment_score":0.041322237625718114}],"sentiment":"neutral","sentiment_score":0.041322237625718114,"channel":0,"num_words":10,"start":117.425,"end":125.525},{"sentences":[{"text":"Perfect.","start":126.1,"end":126.6,"sentiment":"positive","sentiment_score":0.4306543469429016},{"text":"Thank you.","start":126.659996,"end":127.22,"sentiment":"positive","sentiment_score":0.4768148511648178},{"text":"You've already given me the name of the organization as well.","start":127.22,"end":129.86,"sentiment":"neutral","sentiment_score":0.3216358341953971},{"text":"So that's everything I need 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couple","start":1304.81,"end":1305.53,"sentiment":"neutral","sentiment_score":-0.06805227572719257}],"sentiment":"neutral","sentiment_score":-0.02422299710187045,"channel":1,"num_words":11,"start":1296.0449,"end":1305.53},{"sentences":[{"text":"Yep.","start":1305.315,"end":1305.815,"sentiment":"neutral","sentiment_score":-0.034079186618328094}],"sentiment":"neutral","sentiment_score":-0.034079186618328094,"channel":0,"num_words":1,"start":1305.315,"end":1305.815},{"sentences":[{"text":"of options.","start":1305.53,"end":1306.11,"sentiment":"neutral","sentiment_score":-0.03492220304906368},{"text":"So if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that","start":1307.21,"end":1327.6901,"sentiment":"neutral","sentiment_score":-0.15173516833576664}],"sentiment":"neutral","sentiment_score":-0.14419884799468902,"channel":1,"num_words":31,"start":1305.53,"end":1327.6901},{"sentences":[{"text":"Yep.","start":1327.5701,"end":1328.0701,"sentiment":"neutral","sentiment_score":-0.015490944497287272}],"sentiment":"neutral","sentiment_score":-0.015490944497287272,"channel":0,"num_words":1,"start":1327.5701,"end":1328.0701},{"sentences":[{"text":"would be fine.","start":1327.6901,"end":1328.51,"sentiment":"neutral","sentiment_score":0.014254202445348104}],"sentiment":"neutral","sentiment_score":0.014254202445348104,"channel":1,"num_words":3,"start":1327.6901,"end":1328.51},{"sentences":[{"text":"Perfect.","start":1328.515,"end":1329.015,"sentiment":"neutral","sentiment_score":-0.04033853113651275}],"sentiment":"neutral","sentiment_score":-0.04033853113651275,"channel":0,"num_words":1,"start":1328.515,"end":1329.015},{"sentences":[{"text":"Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay.","start":1328.97,"end":1342.945,"sentiment":"neutral","sentiment_score":0.0608342509302828},{"text":"So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form.","start":1342.945,"end":1352.245,"sentiment":"neutral","sentiment_score":0.10028575098624935}],"sentiment":"neutral","sentiment_score":0.07774203666855418,"channel":1,"num_words":63,"start":1328.97,"end":1352.245},{"sentences":[{"text":"Yeah.","start":1352.73,"end":1353.2101,"sentiment":"neutral","sentiment_score":0.053273171186447144},{"text":"No.","start":1353.2101,"end":1353.53,"sentiment":"neutral","sentiment_score":0.05341867357492447},{"text":"That is that is yeah.","start":1353.53,"end":1355.05,"sentiment":"neutral","sentiment_score":0.08314047455787658},{"text":"Form easiest way because then it's all in the one","start":1355.05,"end":1357.6901,"sentiment":"neutral","sentiment_score":0.11430921033024788}],"sentiment":"neutral","sentiment_score":0.09796978357960195,"channel":0,"num_words":17,"start":1352.73,"end":1357.6901},{"sentences":[{"text":"Yep.","start":1357.4701,"end":1357.9701,"sentiment":"neutral","sentiment_score":0.0676860436797142}],"sentiment":"neutral","sentiment_score":0.0676860436797142,"channel":1,"num_words":1,"start":1357.4701,"end":1357.9701},{"sentences":[{"text":"document on the same","start":1357.6901,"end":1358.945,"sentiment":"neutral","sentiment_score":0.09463541954755783}],"sentiment":"neutral","sentiment_score":0.09463541954755783,"channel":0,"num_words":4,"start":1357.6901,"end":1358.945},{"sentences":[{"text":"Thank you.","start":1358.8301,"end":1359.5701,"sentiment":"neutral","sentiment_score":0.3300822228193283}],"sentiment":"neutral","sentiment_score":0.3300822228193283,"channel":1,"num_words":2,"start":1358.8301,"end":1359.5701},{"sentences":[{"text":"thing.","start":1359.1649,"end":1359.6649,"sentiment":"neutral","sentiment_score":0.17729663848876953}],"sentiment":"neutral","sentiment_score":0.17729663848876953,"channel":0,"num_words":1,"start":1359.1649,"end":1359.6649},{"sentences":[{"text":"Yeah.","start":1359.7101,"end":1360.2101,"sentiment":"neutral","sentiment_score":0.07970502227544785},{"text":"Yes.","start":1360.43,"end":1360.93,"sentiment":"neutral","sentiment_score":0.038350023329257965}],"sentiment":"neutral","sentiment_score":0.059027522802352905,"channel":1,"num_words":2,"start":1359.7101,"end":1360.93},{"sentences":[{"text":"So that's not perfect.","start":1360.5249,"end":1361.9049,"sentiment":"neutral","sentiment_score":-0.20552605390548706},{"text":"I will I'll do that.","start":1361.965,"end":1363.005,"sentiment":"neutral","sentiment_score":0.0476761095225811},{"text":"I'll make sure that I am I'm in the office tomorrow, so I'll","start":1363.005,"end":1367.565,"sentiment":"neutral","sentiment_score":0.09255084968530215}],"sentiment":"neutral","sentiment_score":0.02815624444999478,"channel":0,"num_words":22,"start":1360.5249,"end":1367.565},{"sentences":[{"text":"Yep.","start":1367.495,"end":1367.995,"sentiment":"neutral","sentiment_score":0.10174523293972015}],"sentiment":"neutral","sentiment_score":0.10174523293972015,"channel":1,"num_words":1,"start":1367.495,"end":1367.995},{"sentences":[{"text":"print it all out.","start":1367.565,"end":1368.2849,"sentiment":"neutral","sentiment_score":0.07731074281036854},{"text":"I'm seeing her tomorrow morning.","start":1368.2849,"end":1370.845,"sentiment":"neutral","sentiment_score":0.13030949234962463},{"text":"So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you.","start":1370.845,"end":1383.42,"sentiment":"neutral","sentiment_score":0.10528978072106839}],"sentiment":"neutral","sentiment_score":0.10555880942514964,"channel":0,"num_words":49,"start":1367.565,"end":1383.42},{"sentences":[{"text":"Yep.","start":1383.49,"end":1383.57,"sentiment":"neutral","sentiment_score":0.09843730181455612},{"text":"Yep.","start":1383.57,"end":1384.07,"sentiment":"neutral","sentiment_score":0.1022692322731018},{"text":"I'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work.","start":1384.1299,"end":1401.6749,"sentiment":"neutral","sentiment_score":0.12356246319019569},{"text":"But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there.","start":1402.615,"end":1411.72,"sentiment":"neutral","sentiment_score":0.05044243238600237}],"sentiment":"neutral","sentiment_score":0.09833620710814574,"channel":1,"num_words":83,"start":1383.49,"end":1411.72},{"sentences":[{"text":"Okay.","start":1412.44,"end":1412.9199,"sentiment":"neutral","sentiment_score":0.07093007862567902},{"text":"No.","start":1412.9199,"end":1413.1599,"sentiment":"neutral","sentiment_score":0.12588991224765778},{"text":"That's perfect.","start":1413.1599,"end":1413.9,"sentiment":"positive","sentiment_score":0.39076758921146393}],"sentiment":"neutral","sentiment_score":0.24458879232406616,"channel":0,"num_words":4,"start":1412.44,"end":1413.9},{"sentences":[{"text":"Fabulous.","start":1415.7001,"end":1416.2001,"sentiment":"positive","sentiment_score":0.5605805516242981},{"text":"Was there any other questions","start":1416.8201,"end":1418.535,"sentiment":"neutral","sentiment_score":0.1665688082575798}],"sentiment":"neutral","sentiment_score":0.23223743215203285,"channel":1,"num_words":6,"start":1415.7001,"end":1418.535},{"sentences":[{"text":"That is absolutely everything.","start":1421.1749,"end":1423.195,"sentiment":"neutral","sentiment_score":0.24617615342140198},{"text":"I promise.","start":1423.335,"end":1423.995,"sentiment":"neutral","sentiment_score":0.153858944773674},{"text":"Listen.","start":1424.375,"end":1424.875,"sentiment":"neutral","sentiment_score":0.10465414822101592},{"text":"Right?","start":1429.975,"end":1430.475,"sentiment":"neutral","sentiment_score":0.10398860275745392}],"sentiment":"neutral","sentiment_score":0.18763315677642822,"channel":0,"num_words":8,"start":1421.1749,"end":1430.475},{"sentences":[{"text":"Yeah.","start":1431.37,"end":1431.61,"sentiment":"neutral","sentiment_score":0.24050089716911316},{"text":"That was brilliant.","start":1431.61,"end":1432.59,"sentiment":"positive","sentiment_score":0.5214212040106455},{"text":"Okey doke.","start":1432.8099,"end":1433.37,"sentiment":"neutral","sentiment_score":0.19326835870742798},{"text":"So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through.","start":1433.37,"end":1440.4299,"sentiment":"neutral","sentiment_score":0.12516270391643047},{"text":"And, yeah, we'll just wait to receive those","start":1441.21,"end":1443.375,"sentiment":"neutral","sentiment_score":0.06890953006222844}],"sentiment":"neutral","sentiment_score":0.15122322002915958,"channel":1,"num_words":38,"start":1431.37,"end":1443.375},{"sentences":[{"text":"No.","start":1444.605,"end":1445.085,"sentiment":"neutral","sentiment_score":0.0974506139755249},{"text":"Fantastic.","start":1445.085,"end":1445.585,"sentiment":"positive","sentiment_score":0.4838966727256775},{"text":"I appreciate your help.","start":1446.045,"end":1447.485,"sentiment":"positive","sentiment_score":0.4853372201323509},{"text":"Thank you.","start":1447.485,"end":1448.225,"sentiment":"positive","sentiment_score":0.4664720296859741}],"sentiment":"positive","sentiment_score":0.4319550283253193,"channel":0,"num_words":8,"start":1444.605,"end":1448.225},{"sentences":[{"text":"forms.","start":1448.415,"end":1448.735,"sentiment":"neutral","sentiment_score":0.2152682989835739},{"text":"Pleasure.","start":1448.735,"end":1449.235,"sentiment":"positive","sentiment_score":0.33903297781944275},{"text":"Anytime.","start":1449.295,"end":1449.795,"sentiment":"neutral","sentiment_score":0.3039807081222534},{"text":"And I'll let you get back to your day.","start":1450.095,"end":1452.015,"sentiment":"positive","sentiment_score":0.37192028098636204},{"text":"Hopefully, you have a lovely rest of the week.","start":1452.015,"end":1454.195,"sentiment":"positive","sentiment_score":0.5070621404382918}],"sentiment":"positive","sentiment_score":0.4175773227498645,"channel":1,"num_words":21,"start":1448.415,"end":1454.195},{"sentences":[{"text":"We'll see.","start":1455.485,"end":1456.285,"sentiment":"neutral","sentiment_score":0.09840482100844383},{"text":"We'll see.","start":1456.285,"end":1456.685,"sentiment":"neutral","sentiment_score":0.2155894935131073},{"text":"It's been a fun one, but that's we'll happen someday.","start":1456.685,"end":1459.585,"sentiment":"positive","sentiment_score":0.5370192766189575}],"sentiment":"positive","sentiment_score":0.42844152823090553,"channel":0,"num_words":14,"start":1455.485,"end":1459.585},{"sentences":[{"text":"Yes.","start":1460.4199,"end":1460.82,"sentiment":"positive","sentiment_score":0.539673388004303},{"text":"This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope.","start":1460.82,"end":1468.52,"sentiment":"positive","sentiment_score":0.753158292044764}],"sentiment":"positive","sentiment_score":0.7442630877097448,"channel":1,"num_words":24,"start":1460.4199,"end":1468.52},{"sentences":[{"text":"Thank you, darling.","start":1469.3201,"end":1470.2001,"sentiment":"positive","sentiment_score":0.8799970348676046},{"text":"You have a good one, Terry.","start":1470.2001,"end":1471.42,"sentiment":"positive","sentiment_score":0.8001253406206766}],"sentiment":"positive","sentiment_score":0.826749238702986,"channel":0,"num_words":9,"start":1469.3201,"end":1471.42},{"sentences":[{"text":"Okay.","start":1471.0289,"end":1471.5289,"sentiment":"positive","sentiment_score":0.4620199799537658},{"text":"You too, Marissa.","start":1471.749,"end":1472.709,"sentiment":"positive","sentiment_score":0.4782316784063975},{"text":"Take care.","start":1472.709,"end":1473.449,"sentiment":"positive","sentiment_score":0.5194645822048187}],"sentiment":"positive","sentiment_score":0.4892740299304326,"channel":1,"num_words":6,"start":1471.0289,"end":1473.449},{"sentences":[{"text":"Bye.","start":1474.1888,"end":1474.6888,"sentiment":"neutral","sentiment_score":0.2658690810203552}],"sentiment":"neutral","sentiment_score":0.2658690810203552,"channel":0,"num_words":1,"start":1474.1888,"end":1474.6888},{"sentences":[{"text":"Bye.","start":1474.949,"end":1475.449,"sentiment":"neutral","sentiment_score":0.1914648711681366},{"text":"Bye.","start":1475.509,"end":1476.009,"sentiment":"neutral","sentiment_score":-0.09736567735671996}],"sentiment":"neutral","sentiment_score":0.04704959690570832,"channel":1,"num_words":2,"start":1474.949,"end":1476.009}]},"summary":{"result":"success","short":" CareGeneration representatives confirm customer information and provide privacy policy and website information. The customer inquires about a withdrawal request and terminal illness claim process. The agents explain the process and provide information about MetLife and insurer. The customer is advised to complete necessary forms and follow up with Karen. The representatives also discuss the process for transferring a client to a pension account and confirm the need for flexibility in submitting claims. The agents emphasize the need for customer information and offer assistance."},"intents":{"segments":[{"text":"Somehow, the form added an extra zero, which created $2,000,000. I'm in my office receipt this morning, basically asking for for confirmation. Yes.","start_word":325,"end_word":347,"intents":[{"intent":"Confirm withdrawal form","confidence_score":0.090508595},{"intent":"Confirm withdrawal form","confidence_score":0.110029645}]},{"text":"Okay.","start_word":403,"end_word":403,"intents":[{"intent":"Confirm withdrawal amount","confidence_score":0.44727364}]},{"text":"So do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work? Okay.","start_word":503,"end_word":539,"intents":[{"intent":"Discuss time frame system","confidence_score":0.0000019295737}]},{"text":"So once we receive all the information for any payment requests, we so the processing time's three sorry. Not three business days. Five business days from once we've received everything. So if we need to go back and confirm anything, that's processing time starts again. Please stop.","start_word":540,"end_word":586,"intents":[{"intent":"Explain processing time","confidence_score":0.011096471}]},{"text":"else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them. Just give you a rough idea as to where things are at and if we've received anything, of course. Yep.","start_word":737,"end_word":791,"intents":[{"intent":"Provide update","confidence_score":0.013751457}]},{"text":"So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount. Just letting you know Yes.","start_word":980,"end_word":1013,"intents":[{"intent":"Confirm withdrawal amount","confidence_score":0.08539698},{"intent":"Inquire about withdrawal amounts","confidence_score":0.0018183525}]},{"text":"that she received the certified ID. She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that. Otherwise, we have to wait until they get back to us to then be able to provide you with the updates. So if you Yeah.","start_word":1014,"end_word":1089,"intents":[{"intent":"Request updates","confidence_score":0.012640194},{"intent":"Provide updates","confidence_score":0.063141346},{"intent":"Confirm receipt of certified id","confidence_score":0.03669675}]},{"text":"Perfect. That's lovely. So I think all over all over all of that, was there anything else other than those few questions that I can help with today?","start_word":1257,"end_word":1284,"intents":[{"intent":"Provide assistance regarding claim","confidence_score":0.00019008723}]},{"text":"If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them Yep. through, and then just ask us to hold off until the claim On has commencement.","start_word":1574,"end_word":1611,"intents":[{"intent":"Educate about filing forms","confidence_score":0.0008912028}]},{"text":"So forms wise, Yep. Mhmm. I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't it? Yeah.","start_word":1640,"end_word":1671,"intents":[{"intent":"Confirm form submission","confidence_score":0.0379875}]},{"text":"And then from there, we wanna set up a reversionary beneficiary for Yes.","start_word":1698,"end_word":1710,"intents":[{"intent":"Set up beneficiary","confidence_score":0.46173388}]},{"text":"needs to provide authority for it to commence?","start_word":1770,"end_word":1777,"intents":[{"intent":"Provide authority","confidence_score":0.37264344}]},{"text":"transact is the the definition. Correct.","start_word":1849,"end_word":1854,"intents":[{"intent":"Confirm interpretation","confidence_score":0.003345266}]},{"text":"Well, I'll just go and double check and confirm that we can take that instruction from yourself with those You still forms. there? Yes.","start_word":2005,"end_word":2028,"intents":[{"intent":"Confirm receipt of instructions","confidence_score":0.15620728}]},{"text":"No.","start_word":2268,"end_word":2268,"intents":[{"intent":"Verify forms","confidence_score":0.00038364544}]}]},"sentiments":{"segments":[{"text":"Thanks for calling CareSuper. We record all our calls for training and compliance. We appreciate your feedback.","start_word":0,"end_word":16,"sentiment":"positive","sentiment_score":0.41834014654159546},{"text":"If we have your email address, we may send you a quick survey. Please let us know if you don't wish to participate. Our privacy policy tells you how we collect and use your information. You can find it at caresuper.com.au. We've recently changed our menu prompt. Please listen carefully to the following options. For employer inquiries, press 1. For member inquiries, press 2. If you're a financial adviser, press 3. Thanks for waiting. We're currently busy helping and CareSoup. You're speaking with Ashley. Hi, Ashley. My name is Clarissa from Archie Financial. How are you going?","start_word":17,"end_word":113,"sentiment":"neutral","sentiment_score":0.04658539593219757},{"text":"Very well. Thank you.","start_word":114,"end_word":117,"sentiment":"positive","sentiment_score":0.3726603984832764},{"text":"And yourself? Yeah.","start_word":118,"end_word":120,"sentiment":"neutral","sentiment_score":0.2030145227909088},{"text":"Really good. Thanks.","start_word":121,"end_word":123,"sentiment":"positive","sentiment_score":0.4978693127632141},{"text":"I have a authority on a client's file.","start_word":124,"end_word":131,"sentiment":"neutral","sentiment_score":0.28959766030311584},{"text":"I was just wanting to just literally ask, like, two or three questions really easy.","start_word":132,"end_word":146,"sentiment":"positive","sentiment_score":0.3437318801879883},{"text":"Sure. Member Sure. number Mhmm. is 504 Mhmm. 81456. Absolutely. Thank you. Can I confirm the member's name and date of birth, 02/01/1972 to Harmakenna. please? Thank you. I'll just bring up the third party authority. Won't be a second. Alright. Fine. K. Beautiful. May I just confirm the ASL number and business address, please? 513068, Suite 201 Short 1 Short Street, Southport, Queensland 4215.","start_word":147,"end_word":211,"sentiment":"neutral","sentiment_score":0.0693005919456482},{"text":"Perfect. Thank you.","start_word":212,"end_word":214,"sentiment":"positive","sentiment_score":0.45276889204978943},{"text":"You've already given me the name of the organization as well. So that's everything I need there. What questions can I help with on this account? So that's can I have the the balance as of today? Yes. Of course. Oh, it'll be as at the unit price for the eighth. Yeah. No. That's fine.","start_word":215,"end_word":269,"sentiment":"neutral","sentiment_score":0.14710576832294464},{"text":"Perfect. Beautiful.","start_word":270,"end_word":271,"sentiment":"positive","sentiment_score":0.3892606496810913},{"text":"So account balance as of the unit price on the 09/08/2026 is $449,042.50.","start_word":272,"end_word":284,"sentiment":"neutral","sentiment_score":0.13780581951141355},{"text":"Amazing.","start_word":285,"end_word":285,"sentiment":"positive","sentiment_score":0.3588852882385254},{"text":"So 44904250. Client has a claim that has been Yes. submitted. Well aware that Yes. it's probably a different department, but just figured while I'm here. Sure. Claim was approved. Originally, the client wanted to pull out $200,000. Yes. Somehow, the form added an extra zero, which created $2,000,000. I'm in my office receipt this morning, basically asking for for confirmation. Yes. What I need to know was the client kind of changed her mind Okay. in terms of advice strategy. And Mhmm. what she's what what what her and her husband are willing to do is, like, leave $300,000 in the account. So essentially change the withdrawal to be what would essentially be a $149,042.50 today. Okay. Is that a or is that something that we can just do via response to the email chain from Karen this morning for the withdrawal request confirmation? Because the withdrawal it would be reducing the amount withdrawn. That would be fine to confirm through the email chain. It's only if it was to be increased that we then need a new form. No. Yeah. Cool.","start_word":286,"end_word":468,"sentiment":"neutral","sentiment_score":0.015942451712049423},{"text":"Alright. Amazing. That's easy then. I will get that confirmed with her. So that way, she's able to just send her an email for that.","start_word":469,"end_word":493,"sentiment":"positive","sentiment_score":0.4854777753353119},{"text":"Sure. Yep. Closing time frames, how do CareSoupil operate? So do you guys have, like, a specific time frame that you guys close off any new orders and then process pays, like, by, like, three o'clock each day, or how does it sort of work? Okay. So once we receive all the information for any payment requests, we so the processing time's three sorry. Not three business days. Five business days from once we've received everything. So if we need to go back and confirm anything, that's processing time starts again. Please stop. Yep. Yeah. The we have two payment runs that we do each day. So there's one first thing in the morning, and then there's one last thing of an afternoon. Yep. The and then the only other time frames to consider are the bank's processing time. So we generally say to allow for three business days on their end as well. Yeah. But, yeah, does that answer your question somewhat?","start_word":494,"end_word":656,"sentiment":"neutral","sentiment_score":-0.029444870133341457},{"text":"Awesome.","start_word":657,"end_word":657,"sentiment":"positive","sentiment_score":0.4427551031112671},{"text":"Yeah. No.","start_word":658,"end_word":659,"sentiment":"neutral","sentiment_score":0.1993408650159836},{"text":"It does. It's perfect.","start_word":660,"end_word":663,"sentiment":"positive","sentiment_score":0.5455635786056519},{"text":"The last question I have, and I understand I probably have to go to MetLife for this, Mhmm. Okay. But do you have any notes from MetLife in respect to their claim process? Okay. For the terminal illness claim? Yes. Yeah. Sure. Look. All I can do is have a look. So alright. What I'll do is have a check-in with Karen in claims who is looking after this one or somebody Yes. else within the team just to see if we've had any updates or if I can just, like, let you know that we've, you know, forwarded things on to MetLife and we're waiting on them. Just give you a rough idea as to where things are at and if we've received anything, of course. Yep. Karen or whoever I speak to may potentially want me to pop you through to them. So was there anything else you needed from me before I just check-in with them? Can I just confirm? Most of the time I have it in front of me, but I wanna Mhmm. include it. When I do, I figure, how much is the life insurance again? I could look it up, but I figured No. it was That's totally alright. in front of you. It's fine. I can bring it straight up. It's not a problem. Yeah. I have to log in to doing my system search Yeah. some No. That's alright. It's in front of me pretty much. So the death cover currently sits at 42,600. days. Yeah. Cool. That rings a bell anyway.","start_word":664,"end_word":924,"sentiment":"neutral","sentiment_score":0.028160201385617256},{"text":"Perfect. Yeah. Amazing.","start_word":925,"end_word":927,"sentiment":"positive","sentiment_score":0.4238618314266205},{"text":"Alright.","start_word":928,"end_word":928,"sentiment":"neutral","sentiment_score":0.271467924118042},{"text":"Perfect.","start_word":929,"end_word":929,"sentiment":"positive","sentiment_score":0.3510710597038269},{"text":"Yeah. Go through to Karen. Put me on hold. If I have to talk to Wait. her, just pop me through. Let's do Yep. Will do. Otherwise, I'll come it. back to you, and we'll go from there. Yeah.","start_word":930,"end_word":968,"sentiment":"neutral","sentiment_score":0.05831480255493751},{"text":"Thanks, though. Perfect. Thanks. Thanks for holding.","start_word":969,"end_word":975,"sentiment":"positive","sentiment_score":0.5264039039611816},{"text":"No. You're good. Okay. So I had a chat with Karen, and she did mention that she did send an email first thing this morning before the other one about the withdrawal amount. Just letting you know Yes. that she received the certified ID. She submitted the claim, and there's also a she included a MetLife authority form in the email as well, but so that that, once completed, would allow yourselves to communicate directly with MetLife as well, yeah, just to to help with any updates in that. Otherwise, we have to wait until they get back to us to then be able to provide you with the updates. So if you Yeah. follow-up with them at any point, you can. No. That's fine. I I figured that was gonna be the case. I just figured while I was on the phone asking the other two questions, I hit two beds in one zone, Yeah. so it's not really. Yeah. Yeah. No. Absolutely. No. That's fine. Not a problem. But, yeah, she did mention that she received the the what she was waiting for on the seventh. She had been away for a couple of days, so she sorted that all out and submitted it through to the insurer first thing this morning. No. Fantastic. No. That's amazing.","start_word":976,"end_word":1194,"sentiment":"neutral","sentiment_score":0.022073499858379364},{"text":"And you guys Perfect. have processed your claim super quick, which is awesome.","start_word":1195,"end_word":1207,"sentiment":"positive","sentiment_score":0.60007244348526},{"text":"Yep.","start_word":1208,"end_word":1208,"sentiment":"neutral","sentiment_score":0.26549041271209717},{"text":"Beautiful.","start_word":1209,"end_word":1209,"sentiment":"positive","sentiment_score":0.4368975162506103},{"text":"I also touched base because she didn't mention about the withdrawal amounts. I've just said, look. I've left a note saying that they're wanting to reduce the amount and leave 300 k in the account, but you will send an email confirming that as well. Yeah. No.","start_word":1210,"end_word":1256,"sentiment":"neutral","sentiment_score":0.04253215342760086},{"text":"Perfect. That's lovely.","start_word":1257,"end_word":1259,"sentiment":"positive","sentiment_score":0.43128857016563416},{"text":"So I think all over all over all of that, was there anything else other than those few questions that I can help with today? No. That should hopefully be everything that I could possibly think of right now, and I hopefully K. Yep. shouldn't need you again. Hopefully. Or maybe you will, but I won't complain. So I have a Yeah. question yeah. Question. Like, I I know the answer, but, again, not Yeah. Yeah. Tuhan once approved realistically, so the advice strategy that I'm putting together and, like, to be clear, she's a pro bono client. Yep. What we're wanting to do is basically like, she's on an active IP claim, MetLife paying IP. Obviously, Yep. like, PPD, she's realistically Mhmm. not gonna survive long enough to, like, go Sure. through the claim.","start_word":1260,"end_word":1394,"sentiment":"neutral","sentiment_score":0.023613599149717224},{"text":"It's not worth it.","start_word":1395,"end_word":1398,"sentiment":"negative","sentiment_score":-0.3949913382530213},{"text":"She is terminal, so terminal illness Yeah. claim. That's with Yeah. MetLife. MetLife pays that out. That comes to you guys. Yes. Realistically, once that money's in the account, what we wanna Mhmm. do is transition to a pension account. Yep. How easy is that in terms of doing, Mhmm. like, form wise? Because, realistically, in terms of her deterioration, it could be Yep. quite rapid, Okay. and my access to her may start to become a little bit Limited. decreased. Yep. Yeah. While, like, Okay. she signed off on the advice and I'm able to act on her behalf, there's also Yes. between me and you gonna be limitations that I'm gonna have in being able to Yep. action things because I Sure. only have a TPA not actually authority to act. Yes. Yep. That's right. Okay. So what you can do, even though the claim's in process at the moment, and, ideally, you would wait be wanting to wait until the Claim. claims pay sorry. Sorry. Mental blank. No. You You're okay. can. If if it is probably gonna be more beneficial given what you just mentioned to complete the forms now and submit them Yep. through, and then just ask us to hold off until the claim On has commencement. been processed, yeah, on Yep. opening that account, we can do that. Okay. No. That Yeah. yeah.","start_word":1399,"end_word":1628,"sentiment":"neutral","sentiment_score":-0.00359019857790807},{"text":"That would actually that would work really good. Okay. Cool.","start_word":1629,"end_word":1638,"sentiment":"positive","sentiment_score":0.48388510942459106},{"text":"Yep. So forms wise, Yep. Mhmm. I'm pretty sure when I first started doing everything, I I did download the form, but it's just it's literally just a pension form, isn't it? Yeah. It's just Yep. called the open a retirement income account. So all the retirement income attached to the retirement product disclosure Yeah.","start_word":1639,"end_word":1693,"sentiment":"neutral","sentiment_score":0.0479385107755661},{"text":"Cool. Cool. Cool.","start_word":1694,"end_word":1696,"sentiment":"positive","sentiment_score":0.4797643423080444},{"text":"statement. And then from there, we wanna set up a reversionary beneficiary for Yes. her husband The forms because are included in that PDF as well.","start_word":1697,"end_word":1722,"sentiment":"neutral","sentiment_score":0.1978083699941635},{"text":"oh, good. Good. Good. Alright. Perfect. Yep. That'll just enable me to just literally action all of that.","start_word":1723,"end_word":1740,"sentiment":"positive","sentiment_score":0.4990019202232361},{"text":"And she can sign all of that, and we can just Yes. submit it with you guys, and that'll Mhmm. just kind of go on hold until who Yes. needs to provide authority for it to commence? So if I email it to you and say, hi. Can like, team, could you please, while it's being signed, could you please hold off on commencing because open claim? Is that of Mhmm. is is that going to be respected coming from me? Because, technically, Alright. like, my authority form does say authority to receive information, Information. not authority to Yes. not authority Act. to, Yeah. like Or to yes. transact is the the definition. Correct. I Yes. look. I'd I'd wanna confirm it, but I do believe given the circumstances, you know, we do we do need to have flexibility. So I believe we can take the instruction from you, but I would just wanna confirm that if that's alright. Absolutely. We'd prefer confirmation Yeah. then. Yeah. Yeah. No.","start_word":1741,"end_word":1908,"sentiment":"neutral","sentiment_score":0.06944802403450012},{"text":"I don't want you to send it through, and then we're trying to ring Touha, you know, just however long down the road, and Touha's not actually available for us to then make that confirmation.","start_word":1909,"end_word":1943,"sentiment":"negative","sentiment_score":-0.5222578644752502},{"text":"Yeah. Yeah. Because So she's, like I like, she's back in hospital today. So tomorrow, Oh I'm driving into the hospital god. to go and see her, Sure. Okay. And I have an appointment, so I'll be there with the doctors to ensure that she's called presenters when we sign documents Yes. Yes. and Of course. go from there. Okay. Alright. Well, I'll just go and double check and confirm that we can take that instruction from yourself with those You still forms. there? Yes. Can you hear me? Hello? Have you still got me? Yes. Got you. Sorry. Cool. I'm Okay. working No. No. from That's home okay. in a case that's out today. Oh, no. That's fair enough. Yeah. So I'll just go quickly confirm that we can take that instruction from yourself with submitting those Yes. retirement income forms. And then, yeah, that way, we'll be all over it prior to, yeah, getting to that point where the access and No. ability It says, yeah. to yeah. Alright. I'll just pop you on hold briefly again while I confirm that. I won't be too long. No.","start_word":1944,"end_word":2132,"sentiment":"neutral","sentiment_score":0.02667604200541973},{"text":"Perfect. Thank you. Thanks.","start_word":2133,"end_word":2136,"sentiment":"positive","sentiment_score":0.3613340258598328},{"text":"Yeah. Thanks for holding Yes. again. Okay. Sorry. I have blanked. What was your name again? I'm sorry. Larissa. Larissa. Thanks. Okay. So what would be acceptable? There's a couple Yep. of options. So if it was written on the form that two half signs that, please, please don't or please hold off opening retirement account until TI claim is complete, that Yep. would be fine.","start_word":2137,"end_word":2202,"sentiment":"neutral","sentiment_score":-0.07014938443899155},{"text":"Perfect.","start_word":2203,"end_word":2203,"sentiment":"positive","sentiment_score":0.4742332398891449},{"text":"Or if if there was ability for Touha to send an email in saying that as well with providing, you know, full name, date of birth, ID details in that email as well, that's also okay. So we can accept that instruction because, technically, it's coming from her even if you would've write it on the form because she's gotta sign that form. Yeah. No. That is that is yeah. Form easiest way because then it's all in the one Yep. document on the same Thank you. thing. Yeah. Yes. So that's not perfect. I will I'll do that. I'll make sure that I am I'm in the office tomorrow, so I'll Yep. print it all out. I'm seeing her tomorrow morning. So I will print, fill out that little blurb, have a chat to her and her husband, make sure that they're all kosher, chat to the doctor, get signed, and then scan it in and send it all to you. Yep. Yep. I'll leave a note on account as well just outlining that so that when we receive those forms, the team are aware as well that it's already been sort of discussed and that we're just aware of what's going on when they receive it and they see the note and the like work. But, yeah, there's usually a bit of space underneath where the signature box is on the forms, so probably a good spot to just write that down there. Okay. No.","start_word":2204,"end_word":2450,"sentiment":"neutral","sentiment_score":0.08764736354351044},{"text":"That's perfect. Fabulous.","start_word":2451,"end_word":2453,"sentiment":"positive","sentiment_score":0.43251386284828186},{"text":"Was there any other questions That is absolutely everything. I promise. Listen. Right? Yeah.","start_word":2454,"end_word":2467,"sentiment":"neutral","sentiment_score":0.1797197461128235},{"text":"That was brilliant.","start_word":2468,"end_word":2470,"sentiment":"positive","sentiment_score":0.5159468650817871},{"text":"Okey doke. So I'll get on to popping this note down onto her account just so that payments team are aware when that form comes through. And, yeah, we'll just wait to receive those No.","start_word":2471,"end_word":2505,"sentiment":"neutral","sentiment_score":0.11463689804077148},{"text":"Fantastic. I appreciate your help. Thank you.","start_word":2506,"end_word":2512,"sentiment":"positive","sentiment_score":0.4823951721191406},{"text":"forms.","start_word":2513,"end_word":2513,"sentiment":"neutral","sentiment_score":0.2152682989835739},{"text":"Pleasure.","start_word":2514,"end_word":2514,"sentiment":"positive","sentiment_score":0.33903297781944275},{"text":"Anytime.","start_word":2515,"end_word":2515,"sentiment":"neutral","sentiment_score":0.3039807081222534},{"text":"And I'll let you get back to your day. Hopefully, you have a lovely rest of the week.","start_word":2516,"end_word":2533,"sentiment":"positive","sentiment_score":0.4369245171546936},{"text":"We'll see. We'll see.","start_word":2534,"end_word":2537,"sentiment":"neutral","sentiment_score":0.16742298007011414},{"text":"It's been a fun one, but that's we'll happen someday. Yes. This is true, but I'm sending my positive vibes that it's gonna be a good rest of the week for you, I hope. Thank you, darling. You have a good one, Terry. Okay. You too, Marissa. Take care.","start_word":2538,"end_word":2586,"sentiment":"positive","sentiment_score":0.6682511568069458},{"text":"Bye. Bye. Bye.","start_word":2587,"end_word":2589,"sentiment":"neutral","sentiment_score":0.2030133754014969}],"average":{"sentiment":"neutral","sentiment_score":0.0735076830799898}}}}