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I'm like, why are you calling me now then? Yeah. Yeah. No. He didn't mention the mental health. He mentioned one set of medication, blood pressure, cholesterol, And then we were like, oh, previous information shows something about we were like, why is the SOA say mental health exclusion? And then we went back through it and was like, oh, is it tied together or is it a separate thing? Yeah. That was what this call was about. That if we're gonna replace it and he was supposed to have had that, then what the nondisclosure was. Yep. But then what I'm you so what I'm wondering is in the personal statement, what year did he say the shoulder was and the sleep apnea? Because the policy is 2020. Motorsports, spine, cervical, and spine. Yeah. Was this the one where he got something collapsed on him, and it should've been a shoulder thing? Could've been. Yeah. Increase. Was it the increased cover that got the yes, please. And the other thing I wanna check is what he disclosed to us for the dates of shoulder and sleep apnea. 2022 application for increase. Okay. From 03/30 to three eighty. That's funny. Yep. So it's 2015. That's good. What page is that on or what number section? Shoulder income protection claim on claim for six weeks. Claim was made in 2015 from the motorcycle. Motorcycle. Yeah. But no shoulder exclusion. Okay. So we got some dates there. And then we've got the loading already applied in the SOA, so price is looking good. Yeah. And that was to get the back end bike off. Yeah. Hold on just doesn't seem to be updated. Okay. Yeah. Yeah. Okay. Which is weird that it's on the CSC. That's that's where it was all funky. Oh, no. Yeah. No lighting's there. Yeah. And that one's years and years and years and years. Okay. So what I might clarify with him today is the motorcycle accident. Did that affect your back or your shoulder? Because that's the issue. The the mental health thing's fine. That's a nondisclosure, and it should be applied to both the old and the new, but the shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did? I don't know. Yep. Cool. So I'll clarify the shoulder and back thing. Because if it's the same incident, then we'll have to just quickly go back to the insurer. Because if it if the doctor's reports always show back and he just always says shoulder, then that's where it'll be the same discrepancy on both providers. And if it would be back back and one was removed, then we've got something to work with. But if one's gonna be his back and one's gonna be his shoulder, then that just makes it fucking weird. Cool. Alright. I'm nine minutes late, so I'll give him a buzz. And wish me luck, man. Thanks for the help, man. Appreciate it. 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boy. Pretty good. I thought sorry. I thought it was Sammy calling me through because she's like, I've got a client on the phone who wants to talk to you at one. I'm like, why are you calling me now then?\n\nYeah. Yeah. No. He didn't mention the mental health. He mentioned one set of medication, blood pressure, cholesterol, And then we were like, oh, previous information shows something about we were like, why is the SOA say mental health exclusion?\n\nAnd then we went back through it and was like, oh, is it tied together or is it a separate thing? Yeah. That was what this call was about. That if we're gonna replace it and he was supposed to have had that, then what the nondisclosure was. Yep.\n\nBut then what I'm you so what I'm wondering is in the personal statement, what year did he say the shoulder was and the sleep apnea? Because the policy is 2020. Motorsports, spine, cervical, and spine. Yeah. Was this the one where he got something collapsed on him, and it should've been a shoulder thing?\n\nCould've been. Yeah. Increase. Was it the increased cover that got the yes, please. And the other thing I wanna check is what he disclosed to us for the dates of shoulder and sleep apnea.\n\n2022 application for increase. Okay. From 03/30 to three eighty. That's funny. Yep.\n\nSo it's 2015. That's good. What page is that on or what number section? Shoulder income protection claim on claim for six weeks. Claim was made in 2015 from the motorcycle.\n\nMotorcycle. Yeah. But no shoulder exclusion. Okay. So we got some dates there.\n\nAnd then we've got the loading already applied in the SOA, so price is looking good. Yeah. And that was to get the back end bike off. Yeah. Hold on just doesn't seem to be updated.\n\nOkay. Yeah. Yeah. Okay. Which is weird that it's on the CSC.\n\nThat's that's where it was all funky. Oh, no. Yeah. No lighting's there. Yeah.\n\nAnd that one's years and years and years and years. Okay. So what I might clarify with him today is the motorcycle accident. Did that affect your back or your shoulder? Because that's the issue.\n\nThe the mental health thing's fine. That's a nondisclosure, and it should be applied to both the old and the new, but the shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did? I don't know. Yep. Cool.\n\nSo I'll clarify the shoulder and back thing. Because if it's the same incident, then we'll have to just quickly go back to the insurer. Because if it if the doctor's reports always show back and he just always says shoulder, then that's where it'll be the same discrepancy on both providers. And if it would be back back and one was removed, then we've got something to work with. But if one's gonna be his back and one's gonna be his shoulder, then that just makes it fucking weird.\n\nCool. Alright. I'm nine minutes late, so I'll give him a buzz. And wish me luck, man. Thanks for the help, man.\n\nAppreciate it. Bye.","paragraphs":[{"sentences":[{"text":"Jackie boy.","start":0.0,"end":2.42,"sentiment":"neutral","sentiment_score":0.12215844914317131},{"text":"Pretty good.","start":4.72,"end":5.3599997,"sentiment":"positive","sentiment_score":0.6503494083881378},{"text":"I thought sorry.","start":5.3599997,"end":5.92,"sentiment":"neutral","sentiment_score":-0.03508710488677025},{"text":"I thought it was Sammy calling me through because she's like, I've got a client on the phone who wants to talk to you at one.","start":5.92,"end":9.5199995,"sentiment":"neutral","sentiment_score":-0.09360030422417018},{"text":"I'm like, why are you calling me now 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something collapsed on him, and it should've been a shoulder thing?","start":141.03,"end":146.195,"sentiment":"neutral","sentiment_score":-0.2104929784933726}],"sentiment":"neutral","sentiment_score":-0.09298878691413186,"num_words":55,"start":88.560005,"end":146.195},{"sentences":[{"text":"Could've been.","start":151.055,"end":151.875,"sentiment":"neutral","sentiment_score":-0.1376120001077652},{"text":"Yeah.","start":163.39,"end":163.89,"sentiment":"neutral","sentiment_score":0.02572796121239662},{"text":"Increase.","start":180.205,"end":180.705,"sentiment":"neutral","sentiment_score":-0.01227125246077776},{"text":"Was it the increased cover that got the yes, please.","start":181.66,"end":191.9,"sentiment":"neutral","sentiment_score":-0.0037932593375444414},{"text":"And the other thing I wanna check is what he disclosed to us for the dates of shoulder and sleep apnea.","start":191.9,"end":198.81499,"sentiment":"neutral","sentiment_score":0.0061946289081658635}],"sentiment":"neutral","sentiment_score":-0.004846076507653509,"num_words":35,"start":151.055,"end":198.81499},{"sentences":[{"text":"2022 application for increase.","start":212.45999,"end":214.95999,"sentiment":"neutral","sentiment_score":-0.0035222044680267572},{"text":"Okay.","start":215.09999,"end":215.59999,"sentiment":"neutral","sentiment_score":0.005739415064454079},{"text":"From 03/30 to three eighty.","start":221.57999,"end":223.18,"sentiment":"neutral","sentiment_score":-0.007700413791462779},{"text":"That's funny.","start":223.18,"end":231.505,"sentiment":"neutral","sentiment_score":-0.09542669262737036},{"text":"Yep.","start":239.22,"end":239.72,"sentiment":"neutral","sentiment_score":0.08475299924612045}],"sentiment":"neutral","sentiment_score":-0.011765527521045161,"num_words":13,"start":212.45999,"end":239.72},{"sentences":[{"text":"So it's 2015.","start":242.42001,"end":243.46,"sentiment":"neutral","sentiment_score":0.11026665568351746},{"text":"That's good.","start":243.46,"end":244.36,"sentiment":"positive","sentiment_score":0.3563331961631775},{"text":"What page is that on or what number section?","start":244.82,"end":247.08,"sentiment":"neutral","sentiment_score":-0.018219818257623248},{"text":"Shoulder income protection claim on claim for six weeks.","start":253.71501,"end":256.355,"sentiment":"neutral","sentiment_score":-0.09396025621228749},{"text":"Claim was made in 2015 from the motorcycle.","start":256.355,"end":262.77,"sentiment":"neutral","sentiment_score":0.007702108938246965}],"sentiment":"neutral","sentiment_score":0.0030794374404415005,"num_words":31,"start":242.42001,"end":262.77},{"sentences":[{"text":"Motorcycle.","start":262.77,"end":263.27,"sentiment":"neutral","sentiment_score":0.0222861859947443},{"text":"Yeah.","start":268.69,"end":269.19,"sentiment":"neutral","sentiment_score":0.0028043165802955627},{"text":"But no shoulder exclusion.","start":272.61,"end":274.62997,"sentiment":"neutral","sentiment_score":-0.05619414057582617},{"text":"Okay.","start":279.98502,"end":280.48502,"sentiment":"neutral","sentiment_score":0.00716484896838665},{"text":"So we got some dates there.","start":280.945,"end":282.645,"sentiment":"neutral","sentiment_score":0.0153442636753122}],"sentiment":"neutral","sentiment_score":-0.00772735605446192,"num_words":13,"start":262.77,"end":282.645},{"sentences":[{"text":"And then we've got the loading already applied in the SOA, so price is looking good.","start":284.865,"end":294.99,"sentiment":"neutral","sentiment_score":-0.0032161454437300563},{"text":"Yeah.","start":303.29,"end":303.61,"sentiment":"neutral","sentiment_score":-0.06116272881627083},{"text":"And that was to get the back end bike off.","start":303.61,"end":309.23502,"sentiment":"neutral","sentiment_score":-0.06119811199605465},{"text":"Yeah.","start":321.72998,"end":322.22998,"sentiment":"neutral","sentiment_score":-0.0636533796787262},{"text":"Hold on just doesn't seem to be updated.","start":327.25,"end":328.94998,"sentiment":"neutral","sentiment_score":-0.1722770668566227}],"sentiment":"neutral","sentiment_score":-0.06017978028911683,"num_words":36,"start":284.865,"end":328.94998},{"sentences":[{"text":"Okay.","start":343.02502,"end":343.42502,"sentiment":"neutral","sentiment_score":0.00915649626404047},{"text":"Yeah.","start":343.42502,"end":343.92502,"sentiment":"neutral","sentiment_score":0.019223425537347794},{"text":"Yeah.","start":346.625,"end":347.04,"sentiment":"neutral","sentiment_score":-0.033090654760599136},{"text":"Okay.","start":356.96002,"end":357.36002,"sentiment":"neutral","sentiment_score":-0.015665968880057335},{"text":"Which is weird that it's on the CSC.","start":357.36002,"end":359.12,"sentiment":"neutral","sentiment_score":-0.0977863036096096}],"sentiment":"neutral","sentiment_score":-0.06688892755967875,"num_words":12,"start":343.02502,"end":359.12},{"sentences":[{"text":"That's that's where it was all funky.","start":359.12,"end":360.39502,"sentiment":"neutral","sentiment_score":-0.07623257062264852},{"text":"Oh, no.","start":360.39502,"end":360.55502,"sentiment":"neutral","sentiment_score":-0.08439797535538673},{"text":"Yeah.","start":360.55502,"end":360.795,"sentiment":"neutral","sentiment_score":-0.08356043696403503},{"text":"No lighting's there.","start":360.795,"end":361.77502,"sentiment":"neutral","sentiment_score":-0.13669414321581522},{"text":"Yeah.","start":374.91,"end":375.23,"sentiment":"neutral","sentiment_score":-0.05290888994932175}],"sentiment":"neutral","sentiment_score":-0.08921255011643682,"num_words":14,"start":359.12,"end":375.23},{"sentences":[{"text":"And that one's years and years and years and years.","start":375.23,"end":377.73,"sentiment":"neutral","sentiment_score":-0.07991946190595627},{"text":"Okay.","start":385.87,"end":386.37,"sentiment":"neutral","sentiment_score":-0.08935227990150452},{"text":"So what I might clarify with him today is the motorcycle accident.","start":386.805,"end":390.405,"sentiment":"neutral","sentiment_score":-0.17238071809212366},{"text":"Did that affect your back or your shoulder?","start":390.405,"end":392.345,"sentiment":"neutral","sentiment_score":-0.23249662667512894},{"text":"Because that's the issue.","start":396.245,"end":397.125,"sentiment":"neutral","sentiment_score":-0.1497910749167204}],"sentiment":"neutral","sentiment_score":-0.15475008083241326,"num_words":35,"start":375.23,"end":397.125},{"sentences":[{"text":"The the mental health thing's fine.","start":397.125,"end":398.565,"sentiment":"neutral","sentiment_score":0.22217020889123282},{"text":"That's a nondisclosure, and it should be applied to both the old and the new, but the shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did?","start":398.565,"end":416.925,"sentiment":"neutral","sentiment_score":-0.013978771611370823},{"text":"I don't know.","start":428.04498,"end":428.94,"sentiment":"neutral","sentiment_score":-0.2358627418677012},{"text":"Yep.","start":439.9,"end":440.4,"sentiment":"neutral","sentiment_score":-0.037145983427762985},{"text":"Cool.","start":443.395,"end":443.63498,"sentiment":"neutral","sentiment_score":0.111878402531147}],"sentiment":"neutral","sentiment_score":0.0015472635626792902,"num_words":55,"start":397.125,"end":443.63498},{"sentences":[{"text":"So I'll clarify the shoulder and back thing.","start":443.63498,"end":445.235,"sentiment":"neutral","sentiment_score":-0.04433500021696091},{"text":"Because if it's the same incident, then we'll have to just quickly go back to the insurer.","start":445.235,"end":451.09497,"sentiment":"neutral","sentiment_score":-0.1402050256729126},{"text":"Because if it if the doctor's reports always show back and he just always says shoulder, then that's where it'll be the same discrepancy on both providers.","start":451.875,"end":459.59003,"sentiment":"neutral","sentiment_score":-0.1906181706322564},{"text":"And if it would be back back and one was removed, then we've got something to work with.","start":461.89,"end":466.13,"sentiment":"neutral","sentiment_score":-0.2009240976638264},{"text":"But if one's gonna be his back and one's gonna be his shoulder, then that just makes it fucking weird.","start":466.13,"end":470.61502,"sentiment":"negative","sentiment_score":-0.41794216856360433}],"sentiment":"neutral","sentiment_score":-0.22067036860518985,"num_words":90,"start":443.63498,"end":470.61502},{"sentences":[{"text":"Cool.","start":472.035,"end":472.515,"sentiment":"neutral","sentiment_score":0.09892210364341736},{"text":"Alright.","start":472.515,"end":472.875,"sentiment":"neutral","sentiment_score":0.10753746330738068},{"text":"I'm nine minutes late, so I'll give him a buzz.","start":472.875,"end":475.17502,"sentiment":"neutral","sentiment_score":0.07363350391387939},{"text":"And wish me luck, man.","start":475.635,"end":477.655,"sentiment":"neutral","sentiment_score":0.28430463522672655},{"text":"Thanks for the help, man.","start":479.95502,"end":480.995,"sentiment":"positive","sentiment_score":0.5574631929397583}],"sentiment":"neutral","sentiment_score":0.2341651703146371,"num_words":22,"start":472.035,"end":480.995},{"sentences":[{"text":"Appreciate it.","start":480.995,"end":482.035,"sentiment":"neutral","sentiment_score":0.2881423532962799},{"text":"Bye.","start":482.035,"end":482.535,"sentiment":"neutral","sentiment_score":0.20385465025901792}],"sentiment":"neutral","sentiment_score":0.26004645228385925,"num_words":3,"start":480.995,"end":482.535}]}}]},{"alternatives":[{"transcript":"Hey. How are you? I'm just looking at this. I'm just trying to wrap my head around Sean Oster's vault. Obviously, this app was so long ago, man. What it May 1. Jesus. So I'm just looking through here trying to remind myself what's going on. So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole loop. Now and the whole thing was called on on June 2, called Sean to confirm medications. I asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes. Did I forget to write that down in the in the original call log of the personal statement? Because that is the whole thing. Right? Like, he he diagnosed anxiety, or did he not diagnose anxiety? That's that's right. And I'm on the Neos portal now. I'm on his policy. He doesn't there's no mental health exclusion. That's right. That's right. That's right. Right. Policy 2020. On on the portal right now, there's three exclusions. There's motorsports, spine, cervical, and also spine. There's no Two spine exclusions? Yeah. Spine, cervical, and spine. So there's no shoulder on here, and there's obviously yeah. Is this is this the wall collapse guy? So I'm in his insurances now. So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application summary. Now there's a plan there's all in his insurance software, there's folders from each year. The Neos application to increase in 2022. Nothing in 2023. Yeah. I reckon so. I'm just opening it up now. Do you want me to flick it through to you on Teams so you can have a look as well? Yep. Yeah. Broken bones, shoulder motorcycle accident, IP claim on the claim for about six weeks. Claim is made approximately 2015. So the shoulder was, yeah, 2015. Sorry. That's page fourteen of nineteen. Yep. And that's where that motorcycle exclusion comes in. So There's nothing in the 2020 three oh, here we go. 2025 April 2025, there was a exclusion removal in his insurance software. Okay. Yeah. Because now it's saying oh, no exclusions at all. It's saying standard, but what on the portal, he's still got exclusions? Oh, actually, sorry. It says status cancel. Okay. Status canceled, but they're still in his thing. Alright. Well okay. So he's currently got no exclusions and currently got 50% medical loading unless that's canceled too, but I think this is still live. He's got a 50% medical premium loading, which would probably be on live, you would assume. Okay. Cool. Cool. Cool. Cool. Alright. So, yeah, all the exclusions are canceled. So currently, his policy has got nothing, but but he's on anxiety medication. That's that's yeah. And that's what's thrown a spanner in the works. Yep. Yep. Yeah. But at least the shoulder is not a nondisclosure because it's like in the app. It's almost like, why would they give a spine and also a cervical spine as two different exclusions? Because normally, wouldn't they just do the whole wouldn't they just do a whole spine, which is making me think that one of those may have to do with the shoulder. Maybe he said shoulder, and the doctor's report showed that it was more his, like, back. I think that's what's happened. So but, yeah, if you can con Yep. Yep. Yep. For sure. Alright. Sweet. Sweet. Alright. Good luck, Tommy. I'll talk to you after. See you, mate. No worries, dude. 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How are you? I'm just looking at this. I'm just trying to wrap my head around Sean Oster's vault. Obviously, this app was so long ago, man.\n\nWhat it May 1. Jesus. So I'm just looking through here trying to remind myself what's going on. So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole loop. Now and the whole thing was called on on June 2, called Sean to confirm medications.\n\nI asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes. Did I forget to write that down in the in the original call log of the personal statement? Because that is the whole thing. Right? Like, he he diagnosed anxiety, or did he not diagnose anxiety?\n\nThat's that's right. And I'm on the Neos portal now. I'm on his policy. He doesn't there's no mental health exclusion. That's right.\n\nThat's right. That's right. Right. Policy 2020. On on the portal right now, there's three exclusions.\n\nThere's motorsports, spine, cervical, and also spine. There's no Two spine exclusions? Yeah. Spine, cervical, and spine. So there's no shoulder on here, and there's obviously yeah.\n\nIs this is this the wall collapse guy? So I'm in his insurances now. So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application summary. Now there's a plan there's all in his insurance software, there's folders from each year. The Neos application to increase in 2022.\n\nNothing in 2023. Yeah. I reckon so. I'm just opening it up now. Do you want me to flick it through to you on Teams so you can have a look as well?\n\nYep. Yeah. Broken bones, shoulder motorcycle accident, IP claim on the claim for about six weeks. Claim is made approximately 2015. So the shoulder was, yeah, 2015.\n\nSorry. That's page fourteen of nineteen. Yep. And that's where that motorcycle exclusion comes in. So There's nothing in the 2020 three oh, here we go.\n\n2025 April 2025, there was a exclusion removal in his insurance software. Okay. Yeah. Because now it's saying oh, no exclusions at all. It's saying standard, but what on the portal, he's still got exclusions?\n\nOh, actually, sorry. It says status cancel. Okay. Status canceled, but they're still in his thing. Alright.\n\nWell okay. So he's currently got no exclusions and currently got 50% medical loading unless that's canceled too, but I think this is still live. He's got a 50% medical premium loading, which would probably be on live, you would assume. Okay. Cool.\n\nCool. Cool. Cool. Alright. So, yeah, all the exclusions are canceled.\n\nSo currently, his policy has got nothing, but but he's on anxiety medication. That's that's yeah. And that's what's thrown a spanner in the works. Yep. Yep.\n\nYeah. But at least the shoulder is not a nondisclosure because it's like in the app. It's almost like, why would they give a spine and also a cervical spine as two different exclusions? Because normally, wouldn't they just do the whole wouldn't they just do a whole spine, which is making me think that one of those may have to do with the shoulder. Maybe he said shoulder, and the doctor's report showed that it was more his, like, back.\n\nI think that's what's happened. So but, yeah, if you can con Yep. Yep. Yep. For sure.\n\nAlright. Sweet. Sweet. Alright. Good luck, Tommy.\n\nI'll talk to you after. See you, mate. No worries, dude. Bye.","paragraphs":[{"sentences":[{"text":"Hey.","start":0.0,"end":0.08,"sentiment":"neutral","sentiment_score":0.0886090099811554},{"text":"How are you?","start":0.08,"end":4.42,"sentiment":"neutral","sentiment_score":0.17866966625054678},{"text":"I'm just looking at this.","start":14.845,"end":15.805,"sentiment":"neutral","sentiment_score":-0.0932179257273674},{"text":"I'm just trying to wrap my head around Sean Oster's vault.","start":15.805,"end":17.725,"sentiment":"neutral","sentiment_score":-0.0662507949904962},{"text":"Obviously, this app was so long ago, man.","start":17.725,"end":19.885,"sentiment":"neutral","sentiment_score":-0.09413201361894608}],"sentiment":"neutral","sentiment_score":-0.04726023120539529,"num_words":28,"start":0.0,"end":19.885},{"sentences":[{"text":"What it May 1.","start":19.885,"end":21.165,"sentiment":"neutral","sentiment_score":-0.04461433086544275},{"text":"Jesus.","start":21.165,"end":21.665,"sentiment":"neutral","sentiment_score":-0.04946058616042137},{"text":"So I'm just looking through here trying to remind myself what's going on.","start":23.325,"end":26.365,"sentiment":"neutral","sentiment_score":-0.06600488894260846},{"text":"So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole loop.","start":26.365,"end":30.810001,"sentiment":"neutral","sentiment_score":-0.09358395263552666},{"text":"Now and the whole thing was called on on June 2, called Sean to confirm medications.","start":30.87,"end":39.69,"sentiment":"neutral","sentiment_score":-0.03340584132820368}],"sentiment":"neutral","sentiment_score":-0.062356363385915756,"num_words":50,"start":19.885,"end":39.69},{"sentences":[{"text":"I asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes.","start":39.83,"end":46.585,"sentiment":"neutral","sentiment_score":-0.0530392711982131},{"text":"Did I forget to write that down in the in the original call log of the personal statement?","start":46.585,"end":50.585,"sentiment":"neutral","sentiment_score":-0.050275311080945864},{"text":"Because that is the whole thing.","start":50.585,"end":51.785,"sentiment":"neutral","sentiment_score":-0.0786999873816967},{"text":"Right?","start":51.785,"end":52.185,"sentiment":"neutral","sentiment_score":-0.04930942505598068},{"text":"Like, he he diagnosed anxiety, or did he not diagnose anxiety?","start":52.185,"end":55.965,"sentiment":"neutral","sentiment_score":-0.09479689191688191}],"sentiment":"neutral","sentiment_score":-0.06221659901383959,"num_words":61,"start":39.83,"end":55.965},{"sentences":[{"text":"That's that's right.","start":74.405,"end":75.285,"sentiment":"neutral","sentiment_score":0.023177198755244415},{"text":"And I'm on the Neos portal now.","start":75.285,"end":77.205,"sentiment":"neutral","sentiment_score":0.04610938099878175},{"text":"I'm on his policy.","start":77.205,"end":78.265,"sentiment":"neutral","sentiment_score":0.030938133597373962},{"text":"He doesn't there's no mental health exclusion.","start":79.285,"end":81.465,"sentiment":"neutral","sentiment_score":-0.07399448273437363},{"text":"That's right.","start":89.0,"end":89.82,"sentiment":"neutral","sentiment_score":0.09982769936323166}],"sentiment":"neutral","sentiment_score":0.0085975572709804,"num_words":23,"start":74.405,"end":89.82},{"sentences":[{"text":"That's right.","start":90.76,"end":91.4,"sentiment":"neutral","sentiment_score":0.19053176045417786},{"text":"That's right.","start":91.4,"end":92.14,"sentiment":"neutral","sentiment_score":0.1521429345011711},{"text":"Right.","start":104.295006,"end":104.795006,"sentiment":"neutral","sentiment_score":0.01734701730310917},{"text":"Policy 2020.","start":117.19,"end":118.545,"sentiment":"neutral","sentiment_score":-0.032227749936282635},{"text":"On on the portal right now, there's three exclusions.","start":118.945,"end":122.405,"sentiment":"neutral","sentiment_score":-0.09009045693609449}],"sentiment":"neutral","sentiment_score":-0.01078582531772554,"num_words":16,"start":90.76,"end":122.405},{"sentences":[{"text":"There's motorsports, spine, cervical, and also spine.","start":122.465,"end":126.085,"sentiment":"neutral","sentiment_score":-0.07431348732539586},{"text":"There's no Two spine exclusions?","start":127.825,"end":134.47,"sentiment":"neutral","sentiment_score":-0.06464129835367202},{"text":"Yeah.","start":134.69,"end":135.01,"sentiment":"neutral","sentiment_score":-0.04594995826482773},{"text":"Spine, cervical, and spine.","start":135.01,"end":136.37,"sentiment":"neutral","sentiment_score":-0.08343373611569405},{"text":"So there's no shoulder on here, and there's obviously yeah.","start":136.37,"end":147.81,"sentiment":"neutral","sentiment_score":-0.10904177464544773}],"sentiment":"neutral","sentiment_score":-0.08568531674919305,"num_words":27,"start":122.465,"end":147.81},{"sentences":[{"text":"Is this is this the wall collapse guy?","start":147.81,"end":150.265,"sentiment":"neutral","sentiment_score":-0.1297207586467266},{"text":"So I'm in his insurances now.","start":154.245,"end":155.845,"sentiment":"neutral","sentiment_score":-0.05599626029531161},{"text":"So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application summary.","start":155.845,"end":166.39,"sentiment":"neutral","sentiment_score":0.02418825739166803},{"text":"Now there's a plan there's all in his insurance software, there's folders from each year.","start":166.45001,"end":171.59001,"sentiment":"neutral","sentiment_score":0.005087468028068543},{"text":"The Neos application to increase in 2022.","start":172.53,"end":177.69499,"sentiment":"neutral","sentiment_score":-0.00665943610614964}],"sentiment":"neutral","sentiment_score":-0.016827019078105136,"num_words":54,"start":147.81,"end":177.69499},{"sentences":[{"text":"Nothing in 2023.","start":177.69499,"end":179.315,"sentiment":"neutral","sentiment_score":-0.03315225926538309},{"text":"Yeah.","start":182.015,"end":182.515,"sentiment":"neutral","sentiment_score":0.0010443450883030891},{"text":"I reckon so.","start":186.25499,"end":186.97499,"sentiment":"neutral","sentiment_score":-0.02650703365604083},{"text":"I'm just opening it up now.","start":186.97499,"end":188.175,"sentiment":"neutral","sentiment_score":0.02580033118526141},{"text":"Do you want me to flick it through to you on Teams so you can have a look as well?","start":188.175,"end":190.77,"sentiment":"neutral","sentiment_score":0.045836586877703665}],"sentiment":"neutral","sentiment_score":0.027078793666353733,"num_words":33,"start":177.69499,"end":190.77},{"sentences":[{"text":"Yep.","start":192.61,"end":193.11,"sentiment":"neutral","sentiment_score":0.020701974630355835},{"text":"Yeah.","start":224.76,"end":225.08,"sentiment":"neutral","sentiment_score":-0.02471481077373028},{"text":"Broken bones, shoulder motorcycle accident, IP claim on the claim for about six weeks.","start":225.08,"end":232.125,"sentiment":"neutral","sentiment_score":-0.1526815774185317},{"text":"Claim is made approximately 2015.","start":232.205,"end":233.885,"sentiment":"neutral","sentiment_score":-0.0090824656188488},{"text":"So the shoulder was, yeah, 2015.","start":233.885,"end":237.265,"sentiment":"neutral","sentiment_score":0.011334306560456753}],"sentiment":"neutral","sentiment_score":-0.07848005217534525,"num_words":27,"start":192.61,"end":237.265},{"sentences":[{"text":"Sorry.","start":246.91,"end":247.23,"sentiment":"neutral","sentiment_score":-0.08320647478103638},{"text":"That's page fourteen of nineteen.","start":247.23,"end":251.56999,"sentiment":"neutral","sentiment_score":-0.0873636819422245},{"text":"Yep.","start":264.375,"end":264.875,"sentiment":"neutral","sentiment_score":0.10395041108131409},{"text":"And that's where that motorcycle exclusion comes in.","start":264.935,"end":267.33502,"sentiment":"neutral","sentiment_score":0.007448565447703004},{"text":"So There's nothing in the 2020 three oh, here we go.","start":267.33502,"end":296.805,"sentiment":"neutral","sentiment_score":-0.10193645496937362}],"sentiment":"neutral","sentiment_score":-0.05683795978816656,"num_words":26,"start":246.91,"end":296.805},{"sentences":[{"text":"2025 April 2025, there was a exclusion removal in his insurance software.","start":296.805,"end":302.72,"sentiment":"neutral","sentiment_score":-0.1310888466735681},{"text":"Okay.","start":313.54498,"end":314.04498,"sentiment":"neutral","sentiment_score":-0.020219888538122177},{"text":"Yeah.","start":316.905,"end":317.145,"sentiment":"neutral","sentiment_score":-0.02620452642440796},{"text":"Because now it's saying oh, no exclusions at all.","start":317.145,"end":321.245,"sentiment":"neutral","sentiment_score":-0.07072071606914203},{"text":"It's saying standard, but what on the portal, he's still got exclusions?","start":322.745,"end":325.805,"sentiment":"neutral","sentiment_score":-0.09701528648535411}],"sentiment":"neutral","sentiment_score":-0.09771887021405357,"num_words":35,"start":296.805,"end":325.805},{"sentences":[{"text":"Oh, actually, sorry.","start":333.6,"end":334.56,"sentiment":"neutral","sentiment_score":-0.1082503745953242},{"text":"It says status cancel.","start":334.56,"end":336.5,"sentiment":"neutral","sentiment_score":-0.12914093770086765},{"text":"Okay.","start":337.92,"end":338.42,"sentiment":"neutral","sentiment_score":-0.06958602368831635},{"text":"Status canceled, but they're still in his thing.","start":339.36002,"end":342.29498,"sentiment":"neutral","sentiment_score":-0.08581430930644274},{"text":"Alright.","start":342.29498,"end":342.79498,"sentiment":"neutral","sentiment_score":0.007971644401550293}],"sentiment":"neutral","sentiment_score":-0.09349668990163242,"num_words":17,"start":333.6,"end":342.79498},{"sentences":[{"text":"Well okay.","start":342.85498,"end":344.07498,"sentiment":"neutral","sentiment_score":0.008289576508104801},{"text":"So he's currently got no exclusions and currently got 50% medical loading unless that's canceled too, but I think this is still live.","start":344.13498,"end":351.655,"sentiment":"neutral","sentiment_score":-0.04268189025637896},{"text":"He's got a 50% medical premium loading, which would probably be on live, you would assume.","start":351.655,"end":357.18,"sentiment":"neutral","sentiment_score":-0.009655514732003212},{"text":"Okay.","start":362.3,"end":362.62,"sentiment":"neutral","sentiment_score":0.03207535669207573},{"text":"Cool.","start":362.62,"end":363.02,"sentiment":"neutral","sentiment_score":0.1636987328529358}],"sentiment":"neutral","sentiment_score":-0.021484150442966195,"num_words":43,"start":342.85498,"end":363.02},{"sentences":[{"text":"Cool.","start":363.02,"end":363.25998,"sentiment":"neutral","sentiment_score":0.1875849813222885},{"text":"Cool.","start":363.25998,"end":363.34,"sentiment":"neutral","sentiment_score":0.18868550658226013},{"text":"Cool.","start":363.34,"end":363.66,"sentiment":"neutral","sentiment_score":0.14262570440769196},{"text":"Alright.","start":363.66,"end":364.13998,"sentiment":"neutral","sentiment_score":0.041428327560424805},{"text":"So, yeah, all the exclusions are canceled.","start":364.13998,"end":365.74,"sentiment":"neutral","sentiment_score":-0.0887312399489539}],"sentiment":"neutral","sentiment_score":-0.005526741797273809,"num_words":11,"start":363.02,"end":365.74},{"sentences":[{"text":"So currently, his policy has got nothing, but but he's on anxiety medication.","start":365.74,"end":372.32,"sentiment":"neutral","sentiment_score":-0.16377059943400896},{"text":"That's that's yeah.","start":376.655,"end":378.97498,"sentiment":"neutral","sentiment_score":-0.09938829392194748},{"text":"And that's what's thrown a spanner in the works.","start":378.97498,"end":381.395,"sentiment":"neutral","sentiment_score":-0.16032422251171535},{"text":"Yep.","start":395.63,"end":396.13,"sentiment":"neutral","sentiment_score":-0.09119929373264311},{"text":"Yep.","start":402.815,"end":403.315,"sentiment":"neutral","sentiment_score":-0.08277662843465805}],"sentiment":"neutral","sentiment_score":-0.1497806147844703,"num_words":27,"start":365.74,"end":403.315},{"sentences":[{"text":"Yeah.","start":417.47,"end":417.71,"sentiment":"neutral","sentiment_score":-0.03625354915857315},{"text":"But at least the shoulder is not a nondisclosure because it's like in the app.","start":417.71,"end":420.59,"sentiment":"neutral","sentiment_score":-0.09713088795542717},{"text":"It's almost like, why would they give a spine and also a cervical spine as two different exclusions?","start":420.59,"end":427.09,"sentiment":"neutral","sentiment_score":-0.18712799582216474},{"text":"Because normally, wouldn't they just do the whole wouldn't they just do a whole spine, which is making me think that one of those may have to do with the shoulder.","start":427.755,"end":434.335,"sentiment":"neutral","sentiment_score":-0.24219090852045244},{"text":"Maybe he said shoulder, and the doctor's report showed that it was more his, like, back.","start":434.475,"end":439.29,"sentiment":"neutral","sentiment_score":-0.16523538902401924}],"sentiment":"neutral","sentiment_score":-0.18534821212107752,"num_words":81,"start":417.47,"end":439.29},{"sentences":[{"text":"I think that's what's happened.","start":441.21002,"end":442.57,"sentiment":"neutral","sentiment_score":-0.05777804106473923},{"text":"So but, yeah, if you can con Yep.","start":442.57,"end":466.875,"sentiment":"neutral","sentiment_score":-0.017199795227497816},{"text":"Yep.","start":466.875,"end":467.28,"sentiment":"neutral","sentiment_score":-0.26547515392303467},{"text":"Yep.","start":470.96,"end":471.46,"sentiment":"neutral","sentiment_score":-0.06023389846086502},{"text":"For sure.","start":471.52,"end":472.26,"sentiment":"neutral","sentiment_score":-0.005572125315666199}],"sentiment":"neutral","sentiment_score":-0.044902462950524163,"num_words":17,"start":441.21002,"end":472.26},{"sentences":[{"text":"Alright.","start":475.28,"end":475.78,"sentiment":"neutral","sentiment_score":0.112760528922081},{"text":"Sweet.","start":475.84,"end":476.16,"sentiment":"neutral","sentiment_score":0.1794697642326355},{"text":"Sweet.","start":476.16,"end":476.66,"sentiment":"neutral","sentiment_score":0.23468095064163208},{"text":"Alright.","start":477.91998,"end":478.32,"sentiment":"neutral","sentiment_score":0.22091220319271088},{"text":"Good luck, Tommy.","start":478.32,"end":478.88,"sentiment":"positive","sentiment_score":0.34180107712745667}],"sentiment":"neutral","sentiment_score":0.2533180969102042,"num_words":7,"start":475.28,"end":478.88},{"sentences":[{"text":"I'll talk to you after.","start":478.88,"end":479.86,"sentiment":"neutral","sentiment_score":0.22769317626953126},{"text":"See you, mate.","start":480.8,"end":481.49094,"sentiment":"neutral","sentiment_score":0.3075208862622579},{"text":"No worries, dude.","start":481.73093,"end":482.45093,"sentiment":"neutral","sentiment_score":0.17483250300089517},{"text":"Bye.","start":482.45093,"end":482.95093,"sentiment":"neutral","sentiment_score":-0.09452005475759506}],"sentiment":"neutral","sentiment_score":0.20758383286496004,"num_words":12,"start":478.88,"end":482.95093}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Hey.\n\nChannel 0: Jackie\n\nChannel 1: How\n\nChannel 0: boy.\n\nChannel 1: are you?\n\nChannel 0: Pretty good. I thought sorry. I thought it was Sammy calling me through because she's like, I've got a client on the phone who wants to talk to you at one. I'm like, why are you calling me now then?\n\nChannel 1: I'm just looking at this. I'm just trying to wrap my head around Sean Oster's vault. Obviously, this app was so long ago, man. What it May 1. Jesus.\n\nChannel 0: Yeah. Yeah.\n\nChannel 1: So I'm just looking through here trying to remind myself what's going on. So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole loop. Now and the whole thing was called on on June 2, called Sean to confirm medications. I asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes. Did I forget to write that down in the in the original call log of the personal statement?\n\nBecause that is the whole thing. Right? Like, he he diagnosed anxiety, or did he not diagnose anxiety?\n\nChannel 0: No. He didn't mention the mental health. He mentioned one set of medication, blood pressure, cholesterol, And then we were like, oh, previous information shows something about we were like, why is the SOA say mental health exclusion? And then we went back through it and was like, oh, is it tied together or is it a separate thing?\n\nChannel 1: That's that's right. And I'm on the Neos portal now. I'm on his policy. He doesn't there's no mental health exclusion.\n\nChannel 0: Yeah. That was what this call was about. That if we're gonna replace it and he was supposed to have had that, then what the nondisclosure was. Yep. But then what I'm\n\nChannel 1: That's right. That's right. That's right.\n\nChannel 0: you\n\nChannel 1: Right.\n\nChannel 0: so what I'm wondering is in the personal statement, what year did he say the shoulder was and the sleep apnea? Because the policy is 2020.\n\nChannel 1: Policy 2020. On on the portal right now, there's three exclusions. There's motorsports, spine, cervical, and also spine.\n\nChannel 0: Motorsports,\n\nChannel 1: There's no\n\nChannel 0: spine, cervical, and\n\nChannel 1: Two\n\nChannel 0: spine.\n\nChannel 1: spine exclusions? Yeah. Spine, cervical, and spine. So there's no shoulder on here,\n\nChannel 0: Yeah.\n\nChannel 1: and there's obviously\n\nChannel 0: Was this the one where he got something collapsed on him, and it should've been a shoulder thing?\n\nChannel 1: yeah. Is this is this the wall collapse guy?\n\nChannel 0: Could've been.\n\nChannel 1: So I'm in his insurances now. So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application\n\nChannel 0: Yeah.\n\nChannel 1: summary. Now there's a plan there's all in his insurance software, there's folders from each year. The Neos application to increase in 2022. Nothing in 2023.\n\nChannel 0: Increase. Was it the\n\nChannel 1: Yeah.\n\nChannel 0: increased cover that got the\n\nChannel 1: I reckon so. I'm just opening it up now. Do you want me to flick it through to you on Teams so you can have a look as well?\n\nChannel 0: yes, please. And the other thing\n\nChannel 1: Yep.\n\nChannel 0: I wanna check is what he disclosed to us for the dates of shoulder and sleep apnea. 2022 application for increase. Okay. From 03/30 to three eighty. That's\n\nChannel 1: Yeah. Broken bones, shoulder motorcycle accident, IP claim on the claim for\n\nChannel 0: funny.\n\nChannel 1: about six weeks. Claim is made approximately 2015. So the shoulder was, yeah, 2015.\n\nChannel 0: Yep. So it's 2015. That's good. What page is that on or what number section?\n\nChannel 1: Sorry. That's page fourteen of nineteen.\n\nChannel 0: Shoulder income protection claim on claim for six weeks. Claim was made in 2015 from the motorcycle. Motorcycle.\n\nChannel 1: Yep. And that's where that motorcycle exclusion comes in. So\n\nChannel 0: Yeah. But no shoulder exclusion. Okay. So we got some dates there. And then we've got the loading already applied in the SOA, so price is looking\n\nChannel 1: There's nothing in the 2020\n\nChannel 0: good.\n\nChannel 1: three oh, here we go. 2025 April 2025, there was a exclusion removal in his insurance software.\n\nChannel 0: Yeah. And that was to get the back end bike off.\n\nChannel 1: Okay. Yeah. Because now it's saying oh, no exclusions at all.\n\nChannel 0: Yeah.\n\nChannel 1: It's saying standard, but what on the portal, he's still got exclusions?\n\nChannel 0: Hold on just doesn't seem to be updated.\n\nChannel 1: Oh, actually, sorry. It says status cancel. Okay. Status canceled, but they're still in his thing. Alright.\n\nWell\n\nChannel 0: Okay. Yeah.\n\nChannel 1: okay. So he's currently got no exclusions\n\nChannel 0: Yeah.\n\nChannel 1: and currently got 50% medical loading unless that's canceled too, but I think this is still live. He's got a 50% medical premium loading, which would probably be on live, you would assume.\n\nChannel 0: Okay. Which is weird that it's on the CSC. That's that's where it was all funky. Oh, no. Yeah.\n\nNo lighting's there.\n\nChannel 1: Okay. Cool. Cool. Cool. Cool.\n\nAlright. So, yeah, all the exclusions are canceled. So currently, his policy has got nothing, but but he's on anxiety medication.\n\nChannel 0: Yeah. And that one's years and\n\nChannel 1: That's\n\nChannel 0: years and\n\nChannel 1: that's\n\nChannel 0: years and years.\n\nChannel 1: yeah. And that's what's thrown a spanner in the works.\n\nChannel 0: Okay. So what I might clarify with him today is the motorcycle accident. Did that affect your back or your shoulder?\n\nChannel 1: Yep.\n\nChannel 0: Because that's the issue. The the mental health thing's fine. That's a nondisclosure, and it should be applied to both the old and the new, but the\n\nChannel 1: Yep.\n\nChannel 0: shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did?\n\nChannel 1: Yeah. But at least the shoulder is not a nondisclosure because it's like in the app. It's almost like, why would they give a spine and also a cervical spine as two different exclusions? Because normally,\n\nChannel 0: I don't\n\nChannel 1: wouldn't\n\nChannel 0: know.\n\nChannel 1: they just do the whole wouldn't they just do a whole spine, which is making me think that one of those may have to do with the shoulder. Maybe he said shoulder, and the doctor's report showed that it was more his, like, back.\n\nChannel 0: Yep.\n\nChannel 1: I think that's what's happened. So but, yeah,\n\nChannel 0: Cool.\n\nChannel 1: if you can\n\nChannel 0: So I'll clarify\n\nChannel 1: con\n\nChannel 0: the shoulder and back thing. Because if it's the same incident, then we'll have to just quickly go back to the insurer. Because if it if the doctor's reports always show back and he just always says shoulder, then that's where it'll be the same discrepancy on both providers. And if it would be back back and one was removed, then we've got something to work with. But if\n\nChannel 1: Yep.\n\nChannel 0: one's gonna\n\nChannel 1: Yep.\n\nChannel 0: be his back and one's gonna be his shoulder, then that just makes it fucking weird.\n\nChannel 1: Yep. For sure.\n\nChannel 0: Cool. Alright. I'm nine minutes late, so I'll give him a buzz.\n\nChannel 1: Alright.\n\nChannel 0: And\n\nChannel 1: Sweet. Sweet.\n\nChannel 0: wish me luck, man.\n\nChannel 1: Alright. Good luck, Tommy. I'll talk to you after.\n\nChannel 0: Thanks for the help, man.\n\nChannel 1: See you,\n\nChannel 0: Appreciate\n\nChannel 1: mate.\n\nChannel 0: it.\n\nChannel 1: No worries,\n\nChannel 0: Bye.\n\nChannel 1: dude. Bye.","paragraphs":[{"sentences":[{"text":"Hey.","start":0.0,"end":0.08,"sentiment":"neutral","sentiment_score":0.0886090099811554}],"sentiment":"neutral","sentiment_score":0.0886090099811554,"channel":1,"num_words":1,"start":0.0,"end":0.08},{"sentences":[{"text":"Jackie","start":0.0,"end":0.5,"sentiment":"neutral","sentiment_score":0.06741604954004288}],"sentiment":"neutral","sentiment_score":0.06741604954004288,"channel":0,"num_words":1,"start":0.0,"end":0.5},{"sentences":[{"text":"How","start":0.08,"end":0.58,"sentiment":"neutral","sentiment_score":0.15011553466320038}],"sentiment":"neutral","sentiment_score":0.15011553466320038,"channel":1,"num_words":1,"start":0.08,"end":0.58},{"sentences":[{"text":"boy.","start":1.92,"end":2.42,"sentiment":"neutral","sentiment_score":0.17690084874629974}],"sentiment":"neutral","sentiment_score":0.17690084874629974,"channel":0,"num_words":1,"start":1.92,"end":2.42},{"sentences":[{"text":"are you?","start":3.76,"end":4.42,"sentiment":"neutral","sentiment_score":0.19294673204421997}],"sentiment":"neutral","sentiment_score":0.19294673204421997,"channel":1,"num_words":2,"start":3.76,"end":4.42},{"sentences":[{"text":"Pretty good.","start":4.72,"end":5.3599997,"sentiment":"positive","sentiment_score":0.6503494083881378},{"text":"I thought sorry.","start":5.3599997,"end":5.92,"sentiment":"neutral","sentiment_score":-0.03508710488677025},{"text":"I thought it was Sammy calling me through because she's like, I've got a client on the phone who wants to talk to you at one.","start":5.92,"end":9.5199995,"sentiment":"neutral","sentiment_score":-0.09360030422417018},{"text":"I'm like, why are you calling me now then?","start":9.5199995,"end":11.219999,"sentiment":"neutral","sentiment_score":-0.2017085717784034}],"sentiment":"neutral","sentiment_score":-0.07633868884295225,"channel":0,"num_words":40,"start":4.72,"end":11.219999},{"sentences":[{"text":"I'm just looking at 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1.","start":19.885,"end":21.165,"sentiment":"neutral","sentiment_score":-0.04461433086544275},{"text":"Jesus.","start":21.165,"end":21.665,"sentiment":"neutral","sentiment_score":-0.04946058616042137}],"sentiment":"neutral","sentiment_score":-0.0750283583484847,"channel":1,"num_words":29,"start":14.845,"end":21.665},{"sentences":[{"text":"Yeah.","start":22.105,"end":22.425,"sentiment":"neutral","sentiment_score":-0.035344045609235764},{"text":"Yeah.","start":22.425,"end":22.925,"sentiment":"neutral","sentiment_score":-0.03671848028898239}],"sentiment":"neutral","sentiment_score":-0.03603126294910908,"channel":0,"num_words":2,"start":22.105,"end":22.925},{"sentences":[{"text":"So I'm just looking through here trying to remind myself what's going on.","start":23.325,"end":26.365,"sentiment":"neutral","sentiment_score":-0.06600488894260846},{"text":"So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole 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thing.","start":50.585,"end":51.785,"sentiment":"neutral","sentiment_score":-0.0786999873816967},{"text":"Right?","start":51.785,"end":52.185,"sentiment":"neutral","sentiment_score":-0.04930942505598068},{"text":"Like, he he diagnosed anxiety, or did he not diagnose anxiety?","start":52.185,"end":55.965,"sentiment":"neutral","sentiment_score":-0.09479689191688191}],"sentiment":"neutral","sentiment_score":-0.08690417557954788,"channel":1,"num_words":18,"start":50.585,"end":55.965},{"sentences":[{"text":"No.","start":56.370003,"end":56.690002,"sentiment":"neutral","sentiment_score":-0.14227792620658877},{"text":"He didn't mention the mental health.","start":56.690002,"end":58.93,"sentiment":"neutral","sentiment_score":-0.16337699939807257},{"text":"He mentioned one set of medication, blood pressure, cholesterol, And then we were like, oh, previous information shows something about we were like, why is the SOA say mental health 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I'm","start":88.560005,"end":89.36,"sentiment":"neutral","sentiment_score":0.008233424741774797}],"sentiment":"neutral","sentiment_score":-0.03714714106172323,"channel":0,"num_words":32,"start":82.54,"end":89.36},{"sentences":[{"text":"That's right.","start":89.0,"end":89.82,"sentiment":"neutral","sentiment_score":0.09982769936323166},{"text":"That's right.","start":90.76,"end":91.4,"sentiment":"neutral","sentiment_score":0.19053176045417786},{"text":"That's right.","start":91.4,"end":92.14,"sentiment":"neutral","sentiment_score":0.1521429345011711}],"sentiment":"neutral","sentiment_score":0.14750079810619354,"channel":1,"num_words":6,"start":89.0,"end":92.14},{"sentences":[{"text":"you","start":103.755005,"end":104.255005,"sentiment":"neutral","sentiment_score":0.004698708653450012}],"sentiment":"neutral","sentiment_score":0.004698708653450012,"channel":0,"num_words":1,"start":103.755005,"end":104.255005},{"sentences":[{"text":"Right.","start":104.295006,"end":104.795006,"sentiment":"neutral","sentiment_score":0.01734701730310917}],"sentiment":"neutral","sentiment_score":0.01734701730310917,"channel":1,"num_words":1,"start":104.295006,"end":104.795006},{"sentences":[{"text":"so what I'm wondering is in the personal statement, what year did he say the shoulder was and the sleep apnea?","start":104.810005,"end":113.79,"sentiment":"neutral","sentiment_score":-0.03507746844774201},{"text":"Because the policy is 2020.","start":114.170006,"end":116.11,"sentiment":"neutral","sentiment_score":-0.04667690359055996}],"sentiment":"neutral","sentiment_score":-0.03730812905213007,"channel":0,"num_words":26,"start":104.810005,"end":116.11},{"sentences":[{"text":"Policy 2020.","start":117.19,"end":118.545,"sentiment":"neutral","sentiment_score":-0.032227749936282635},{"text":"On on the portal right now, there's three exclusions.","start":118.945,"end":122.405,"sentiment":"neutral","sentiment_score":-0.09009045693609449},{"text":"There's motorsports, spine, cervical, and also spine.","start":122.465,"end":126.085,"sentiment":"neutral","sentiment_score":-0.07431348732539586}],"sentiment":"neutral","sentiment_score":-0.07752577908751038,"channel":1,"num_words":18,"start":117.19,"end":126.085},{"sentences":[{"text":"Motorsports,","start":127.465,"end":127.965,"sentiment":"neutral","sentiment_score":-0.028657808899879456}],"sentiment":"neutral","sentiment_score":-0.028657808899879456,"channel":0,"num_words":1,"start":127.465,"end":127.965},{"sentences":[{"text":"There's no","start":127.825,"end":128.22499,"sentiment":"neutral","sentiment_score":-0.061702318489551544}],"sentiment":"neutral","sentiment_score":-0.061702318489551544,"channel":1,"num_words":2,"start":127.825,"end":128.22499},{"sentences":[{"text":"spine, cervical, and","start":129.22499,"end":133.51001,"sentiment":"neutral","sentiment_score":-0.0713237722714742}],"sentiment":"neutral","sentiment_score":-0.0713237722714742,"channel":0,"num_words":3,"start":129.22499,"end":133.51001},{"sentences":[{"text":"Two","start":133.33,"end":133.56999,"sentiment":"neutral","sentiment_score":-0.0857287347316742}],"sentiment":"neutral","sentiment_score":-0.0857287347316742,"channel":1,"num_words":1,"start":133.33,"end":133.56999},{"sentences":[{"text":"spine.","start":133.51001,"end":134.01001,"sentiment":"neutral","sentiment_score":-0.05799410492181778}],"sentiment":"neutral","sentiment_score":-0.05799410492181778,"channel":0,"num_words":1,"start":133.51001,"end":134.01001},{"sentences":[{"text":"spine exclusions?","start":133.56999,"end":134.47,"sentiment":"neutral","sentiment_score":-0.05703656002879143},{"text":"Yeah.","start":134.69,"end":135.01,"sentiment":"neutral","sentiment_score":-0.04594995826482773},{"text":"Spine, cervical, and 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now.","start":154.245,"end":155.845,"sentiment":"neutral","sentiment_score":-0.05599626029531161},{"text":"So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application","start":155.845,"end":162.105,"sentiment":"neutral","sentiment_score":0.024477410020635408}],"sentiment":"neutral","sentiment_score":0.003484278633866621,"channel":1,"num_words":23,"start":154.245,"end":162.105},{"sentences":[{"text":"Yeah.","start":163.39,"end":163.89,"sentiment":"neutral","sentiment_score":0.02572796121239662}],"sentiment":"neutral","sentiment_score":0.02572796121239662,"channel":0,"num_words":1,"start":163.39,"end":163.89},{"sentences":[{"text":"summary.","start":165.89,"end":166.39,"sentiment":"neutral","sentiment_score":0.019272662699222565},{"text":"Now there's a plan there's all in his insurance software, there's folders from each year.","start":166.45001,"end":171.59001,"sentiment":"neutral","sentiment_score":0.005087468028068543},{"text":"The Neos 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want me to flick it through to you on Teams so you can have a look as well?","start":188.175,"end":190.77,"sentiment":"neutral","sentiment_score":0.045836586877703665}],"sentiment":"neutral","sentiment_score":0.034207331851638594,"channel":1,"num_words":29,"start":186.25499,"end":190.77},{"sentences":[{"text":"yes, please.","start":191.1,"end":191.9,"sentiment":"neutral","sentiment_score":0.03545049950480461},{"text":"And the other thing","start":191.9,"end":192.62,"sentiment":"neutral","sentiment_score":0.01765082497149706}],"sentiment":"neutral","sentiment_score":0.02358404981593291,"channel":0,"num_words":6,"start":191.1,"end":192.62},{"sentences":[{"text":"Yep.","start":192.61,"end":193.11,"sentiment":"neutral","sentiment_score":0.020701974630355835}],"sentiment":"neutral","sentiment_score":0.020701974630355835,"channel":1,"num_words":1,"start":192.61,"end":193.11},{"sentences":[{"text":"I wanna check is what he disclosed to us for the dates of shoulder and sleep 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nineteen.","start":247.23,"end":251.56999,"sentiment":"neutral","sentiment_score":-0.0873636819422245}],"sentiment":"neutral","sentiment_score":-0.08667081408202648,"channel":1,"num_words":6,"start":246.91,"end":251.56999},{"sentences":[{"text":"Shoulder income protection claim on claim for six weeks.","start":253.71501,"end":256.355,"sentiment":"neutral","sentiment_score":-0.09396025621228749},{"text":"Claim was made in 2015 from the motorcycle.","start":256.355,"end":262.77,"sentiment":"neutral","sentiment_score":0.007702108938246965},{"text":"Motorcycle.","start":262.77,"end":263.27,"sentiment":"neutral","sentiment_score":0.0222861859947443}],"sentiment":"neutral","sentiment_score":-0.04231884713388152,"channel":0,"num_words":18,"start":253.71501,"end":263.27},{"sentences":[{"text":"Yep.","start":264.375,"end":264.875,"sentiment":"neutral","sentiment_score":0.10395041108131409},{"text":"And that's where that motorcycle exclusion comes 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buzz.","start":472.875,"end":475.17502,"sentiment":"neutral","sentiment_score":0.07363350391387939}],"sentiment":"neutral","sentiment_score":0.07856621717413266,"channel":0,"num_words":12,"start":472.035,"end":475.17502},{"sentences":[{"text":"Alright.","start":475.28,"end":475.78,"sentiment":"neutral","sentiment_score":0.112760528922081}],"sentiment":"neutral","sentiment_score":0.112760528922081,"channel":1,"num_words":1,"start":475.28,"end":475.78},{"sentences":[{"text":"And","start":475.635,"end":476.135,"sentiment":"neutral","sentiment_score":0.12084319442510603}],"sentiment":"neutral","sentiment_score":0.12084319442510603,"channel":0,"num_words":1,"start":475.635,"end":476.135},{"sentences":[{"text":"Sweet.","start":475.84,"end":476.16,"sentiment":"neutral","sentiment_score":0.1794697642326355},{"text":"Sweet.","start":476.16,"end":476.66,"sentiment":"neutral","sentiment_score":0.23468095064163208}],"sentiment":"neutral","sentiment_score":0.2070753574371338,"channel":1,"num_words":2,"start":475.84,"end":476.66},{"sentences":[{"text":"wish me luck, man.","start":476.435,"end":477.655,"sentiment":"neutral","sentiment_score":0.32516999542713165}],"sentiment":"neutral","sentiment_score":0.32516999542713165,"channel":0,"num_words":4,"start":476.435,"end":477.655},{"sentences":[{"text":"Alright.","start":477.91998,"end":478.32,"sentiment":"neutral","sentiment_score":0.22091220319271088},{"text":"Good luck, Tommy.","start":478.32,"end":478.88,"sentiment":"positive","sentiment_score":0.34180107712745667},{"text":"I'll talk to you after.","start":478.88,"end":479.86,"sentiment":"neutral","sentiment_score":0.22769317626953126}],"sentiment":"neutral","sentiment_score":0.264975701769193,"channel":1,"num_words":9,"start":477.91998,"end":479.86},{"sentences":[{"text":"Thanks for the help, man.","start":479.95502,"end":480.995,"sentiment":"positive","sentiment_score":0.5574631929397583}],"sentiment":"positive","sentiment_score":0.5574631929397583,"channel":0,"num_words":5,"start":479.95502,"end":480.995},{"sentences":[{"text":"See you,","start":480.8,"end":481.2,"sentiment":"neutral","sentiment_score":0.31019240617752075}],"sentiment":"neutral","sentiment_score":0.31019240617752075,"channel":1,"num_words":2,"start":480.8,"end":481.2},{"sentences":[{"text":"Appreciate","start":480.995,"end":481.495,"sentiment":"positive","sentiment_score":0.495304822921753}],"sentiment":"positive","sentiment_score":0.495304822921753,"channel":0,"num_words":1,"start":480.995,"end":481.495},{"sentences":[{"text":"mate.","start":481.2,"end":481.49094,"sentiment":"neutral","sentiment_score":0.3021778464317322}],"sentiment":"neutral","sentiment_score":0.3021778464317322,"channel":1,"num_words":1,"start":481.2,"end":481.49094},{"sentences":[{"text":"it.","start":481.55502,"end":482.035,"sentiment":"neutral","sentiment_score":0.08097988367080688}],"sentiment":"neutral","sentiment_score":0.08097988367080688,"channel":0,"num_words":1,"start":481.55502,"end":482.035},{"sentences":[{"text":"No worries,","start":481.73093,"end":482.21094,"sentiment":"neutral","sentiment_score":0.15491006523370743}],"sentiment":"neutral","sentiment_score":0.15491006523370743,"channel":1,"num_words":2,"start":481.73093,"end":482.21094},{"sentences":[{"text":"Bye.","start":482.035,"end":482.535,"sentiment":"neutral","sentiment_score":0.20385465025901792}],"sentiment":"neutral","sentiment_score":0.20385465025901792,"channel":0,"num_words":1,"start":482.035,"end":482.535},{"sentences":[{"text":"dude.","start":482.21094,"end":482.45093,"sentiment":"neutral","sentiment_score":0.2146773785352707},{"text":"Bye.","start":482.45093,"end":482.95093,"sentiment":"neutral","sentiment_score":-0.09452005475759506}],"sentiment":"neutral","sentiment_score":0.060078661888837814,"channel":1,"num_words":2,"start":482.21094,"end":482.95093}]},"summary":{"result":"success","short":"The customer is discussing a shoulder injury and sleep apnea policy with an agent. They review the policy application summary and discuss exclusions for the shoulder and sleep apnea. They also discuss the possibility of a motorcycle accident affecting the customer's insurance coverage. The agent clarifies that the policy is still in effect and the customer will call back later."},"intents":{"segments":[{"text":"I asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes. Did I forget to write that down in the in the original call log of the personal statement? Because that is the whole thing. Right? Like, he he diagnosed anxiety, or did he not diagnose anxiety? No.","start_word":122,"end_word":183,"intents":[{"intent":"Requesting clarification","confidence_score":0.00026314313}]},{"text":"Because the policy is 2020.","start_word":324,"end_word":328,"intents":[{"intent":"Check policy details","confidence_score":0.2348926}]},{"text":"So what I might clarify with him today is the motorcycle accident. Did that affect your back or your shoulder? Yep.","start_word":827,"end_word":847,"intents":[{"intent":"Clarify motorcycle accident","confidence_score":0.6715848}]},{"text":"shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did? Yeah. But at least the shoulder is not a nondisclosure because it's like in the app. It's almost like, why would they give a spine and also a cervical spine as two different exclusions?","start_word":876,"end_word":936,"intents":[{"intent":"Clarify shoulder and cervical spine exclusions","confidence_score":0.002172262}]},{"text":"I'm nine minutes late, so I'll give him a buzz. Alright. And Sweet.","start_word":1098,"end_word":1110,"intents":[{"intent":"Confirm appointment time","confidence_score":0.00038989063}]}]},"sentiments":{"segments":[{"text":"Jackie Hey. How boy. are you?","start_word":0,"end_word":5,"sentiment":"neutral","sentiment_score":0.15445303916931152},{"text":"Pretty good.","start_word":6,"end_word":7,"sentiment":"positive","sentiment_score":0.6288459300994873},{"text":"I thought sorry. I thought it was Sammy calling me through because she's like, I've got a client on the phone who wants to talk to you at one. I'm like, why are you calling me now then? I'm just looking at this. I'm just trying to wrap my head around Sean Oster's vault. Obviously, this app was so long ago, man. What it May 1. Jesus. Yeah. Yeah. So I'm just looking through here trying to remind myself what's going on. So there was a shoulder injury, sleep apnea, high blood pressure, high blood pressure whole loop. Now and the whole thing was called on on June 2, called Sean to confirm medications. I asked if he was on separate medication for his anxiety as opposed to his high blood pressure, But there's no anxiety in my notes. Did I forget to write that down in the in the original call log of the personal statement? Because that is the whole thing. Right? Like, he he diagnosed anxiety, or did he not diagnose anxiety? No. He didn't mention the mental health. He mentioned one set of medication, blood pressure, cholesterol, And then we were like, oh, previous information shows something about we were like, why is the SOA say mental health exclusion? And then we went back through it and was like, oh, is it tied together or is it a separate thing? That's that's right. And I'm on the Neos portal now. I'm on his policy. He doesn't there's no mental health exclusion. Yeah. That was what this call was about. That if we're gonna replace it and he was supposed to have had that, then what the nondisclosure was. Yep. But then what I'm That's right. That's right. That's right. you Right. so what I'm wondering is in the personal statement, what year did he say the shoulder was and the sleep apnea? Because the policy is 2020. Policy 2020. On on the portal right now, there's three exclusions. There's motorsports, spine, cervical, and also spine. Motorsports, There's no spine, cervical, and Two spine. spine exclusions? Yeah. Spine, cervical, and spine. So there's no shoulder on here, Yeah. and there's obviously Was this the one where he got something collapsed on him, and it should've been a shoulder thing? yeah. Is this is this the wall collapse guy? Could've been. So I'm in his insurances now. So, yeah, the for this Neos policy application summary, yeah, 10/01/2020 is when he signed this application Yeah. summary. Now there's a plan there's all in his insurance software, there's folders from each year. The Neos application to increase in 2022. Nothing in 2023. Increase. Was it the Yeah. increased cover that got the I reckon so. I'm just opening it up now. Do you want me to flick it through to you on Teams so you can have a look as well? yes, please. And the other thing Yep. I wanna check is what he disclosed to us for the dates of shoulder and sleep apnea. 2022 application for increase. Okay. From 03/30 to three eighty. That's Yeah. Broken bones, shoulder motorcycle accident, IP claim on the claim for funny. about six weeks. Claim is made approximately 2015. So the shoulder was, yeah, 2015. Yep. So it's 2015. That's good. What page is that on or what number section? Sorry. That's page fourteen of nineteen. Shoulder income protection claim on claim for six weeks. Claim was made in 2015 from the motorcycle. Motorcycle. Yep. And that's where that motorcycle exclusion comes in. So Yeah. But no shoulder exclusion. Okay. So we got some dates there. And then we've got the loading already applied in the SOA, so price is looking There's nothing in the 2020 good. three oh, here we go. 2025 April 2025, there was a exclusion removal in his insurance software. Yeah. And that was to get the back end bike off. Okay. Yeah. Because now it's saying oh, no exclusions at all. Yeah. It's saying standard, but what on the portal, he's still got exclusions? Hold on just doesn't seem to be updated. Oh, actually, sorry. It says status cancel. Okay. Status canceled, but they're still in his thing. Alright. Well Okay. Yeah. okay. So he's currently got no exclusions Yeah. and currently got 50% medical loading unless that's canceled too, but I think this is still live. He's got a 50% medical premium loading, which would probably be on live, you would assume. Okay. Which is weird that it's on the CSC. That's that's where it was all funky. Oh, no. Yeah. No lighting's there. Okay. Cool. Cool. Cool. Cool. Alright. So, yeah, all the exclusions are canceled. So currently, his policy has got nothing, but but he's on anxiety medication. Yeah. And that one's years and That's years and that's years and years. yeah. And that's what's thrown a spanner in the works. Okay. So what I might clarify with him today is the motorcycle accident. Did that affect your back or your shoulder? Yep. Because that's the issue. The the mental health thing's fine. That's a nondisclosure, and it should be applied to both the old and the new, but the Yep. shoulder exclusion is the issue, which if it's the same incident, then can the new provider keep it exclusion free based on the removal that Neos did? Yeah. But at least the shoulder is not a nondisclosure because it's like in the app. It's almost like, why would they give a spine and also a cervical spine as two different exclusions? Because normally, I don't wouldn't know. they just do the whole wouldn't they just do a whole spine, which is making me think that one of those may have to do with the shoulder. Maybe he said shoulder, and the doctor's report showed that it was more his, like, back. Yep. I think that's what's happened. So but, yeah, Cool. if you can So I'll clarify con the shoulder and back thing. Because if it's the same incident, then we'll have to just quickly go back to the insurer. Because if it if the doctor's reports always show back and he just always says shoulder, then that's where it'll be the same discrepancy on both providers. And if it would be back back and one was removed, then we've got something to work with.","start_word":8,"end_word":1070,"sentiment":"neutral","sentiment_score":-0.07060190796263355},{"text":"But if Yep.","start_word":1071,"end_word":1073,"sentiment":"negative","sentiment_score":-0.343411922454834},{"text":"one's gonna Yep.","start_word":1074,"end_word":1076,"sentiment":"neutral","sentiment_score":-0.3189128637313843},{"text":"be his back and one's gonna be his shoulder, then that just makes it fucking weird.","start_word":1077,"end_word":1092,"sentiment":"negative","sentiment_score":-0.4430789351463318},{"text":"Yep. For sure. Cool. Alright. I'm nine minutes late, so I'll give him a buzz. Alright. And Sweet. Sweet. wish me luck, man. Alright.","start_word":1093,"end_word":1116,"sentiment":"neutral","sentiment_score":0.12435390055179596},{"text":"Good luck, Tommy.","start_word":1117,"end_word":1119,"sentiment":"positive","sentiment_score":0.34308701753616333},{"text":"I'll talk to you after.","start_word":1120,"end_word":1124,"sentiment":"neutral","sentiment_score":0.2350635528564453},{"text":"Thanks for the help, man. See you, Appreciate mate.","start_word":1125,"end_word":1133,"sentiment":"positive","sentiment_score":0.4628620743751526},{"text":"it. No worries, Bye. dude. Bye.","start_word":1134,"end_word":1139,"sentiment":"neutral","sentiment_score":0.16682244837284088}],"average":{"sentiment":"neutral","sentiment_score":-0.06046636223931807}}}}