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Are you kind of, like, on lunch at the moment? Is is now a bad time? Amazing. I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information. So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it. Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies. That's kind of point number one. And just trying to remember kind of, like, what we're doing and why and that sort of thing. So I'm looking at your statement of advice from when you came on board. You've got, like, life insurance with your super in hub twenty four. You've got life insurance with Super SA. You've got real insurance, and we were trying to apply for Zurich insurance. Does all of that ring a bell? You got the income protection there. Yeah. Yeah. It's not actually hurting the back pocket too much. Perfect. Yeah. But, also, even the the disability insurance is a pretty big one for you too because it's a similar situation. Right? Is if you've got all these debts to cover, if you're still here but you can never work again, you're in a similar situation, but you're also still here. You still need to eat. You still need to live. That kind of thing. So exactly right. I just wanted to make sure we're on the same page that you were trying to get. Cover the gap, essentially. Right? Perfect. So what I can pretty much say straight away is that, obviously, Super SA was already recommended to keep, and that wouldn't have any kind of loadings and exclusions that may apply to a new policy. So 100%, we can keep that. If the real insurance isn't costing an arm and a leg, totally fine to keep that too. I would probably just say I wouldn't really cancel a little bit of life and TPD with Hub if it doesn't have those loadings and exclusions that you're likely going to get through the Zurich policy. So what I'm sort of thinking is the whole purpose of this is to do a bit of a top up. Now I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy. Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense. When they go through, I guess, health information, it kind of gets to a point where it's like a three strikes and you're out for an underwriting standpoint, which you're kind of on the cusp for. A lot of the conditions you noted down seem to be okay. So I'll just run through a couple of them with you. There was a benign tumor in the neck, which benign is good. I'm assuming there's no kind of ongoing issues with that one or treatments or anything like that. Is that right? Perfect. When it comes to anything like mental health related or a specific body part, like lower back or spine or hips or knees, that's where you essentially get, like, an exclusion for that type of preexisting condition. There was, I think, a recent colonoscopy or endoscopy at the time as well. Did you already get the results back from those tests, or are they still kind of pending? Yep. Yeah. Just to check up, just to maintain, make sure nothing pops up. Perfect. And most of it, like you said, exactly right, is direct family. If it's mother, father, brother, or sister, that's more of an issue than extended family. Doctors are really good at pinpointing extended family may have something hereditary, so keep an eye on things. So you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD. Well, there is a threshold for it. So a 100 percent. And one of the cool things at least, and not so cool, I guess, about it is insurers are slowly coming around when it comes to mental health. So back in the day, what they would do is anytime that there was a diagnosis and a treatment with a specialist or medication, instantly, there's an exclusion done. Then they got to the point where they said, okay. If you're five years treatment and medication free, two years, five years when you've sort of succeeded in in support and so on, then they actually remove exclusions and go, you know what? We we might even offer it at standard cover if there's no suicidal attempts, that kind of thing. They're getting very close to the point where they're gonna flip it and say, people who are seeking treatment get the standard rights and the people who have the undiagnosed issues that aren't seeking treatment, they're the ones that get the exclusions. So can I just quickly ask you when it comes to the mental health side of things, are you currently on medication at the moment? No. And okay. Perfect. And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP? Just GP. So everything seems very, very reasonable. Routine checkups are fine. Previous history is fine. One thing that they will do is once you do disclose three, four, five things, is they will just shoot off a doctor's report. They do a it's called a PMAR. They shoot off to get a doctor's report. They go through it. If it's all looking pretty kosher, they start ticking off each condition that was noted unless there was something that it's either, like, degrading, degradation in of the body. You know, if you get arthritis, they know it's gonna get worse. That kind of thing. So if they're a bit weird with it, and that's the thing I I dislike about insurance companies is if they get enough things, they'll find an excuse to get you a loading, which may increase premiums by 50%, but then they also just increase premiums yearly due to age because of increased risk. They try and find any excuse to double dip. So if you're comfortable with all of the covers that you've got, like the Super SA, the Hub, the Real, why don't we just keep those as is? We try the Zurich application and see what comes back through the underwriting process and just use it as the top up. Would that work out be okay for you? Oh, a 100%. So if it comes through perfectly fine, it'll just be replaced. We cancel the hub cover. 100%. If it comes through with an exclusion that you don't currently have, I don't want you like, if they go, oh, lower back exclusion, but hub doesn't, I'd rather you still be able to claim on that for that portion. Cool. So if you're happy with that, we can shoot it through. I've got Jack that will kind of keep alongside the underwriting process and check how it's going when they do the doctor's report. The only thing that you may need to do is a quick declaration of good health where they say, look. From that application, has anything changed from then till now? Tick off being, yep, happy days, and they can continue with the process. Would that be okay? Awesome. Outside of that, I do have some good news for you. We switched over the menu in your Hub 24, switched the investments around a month ago. And since then, everything's kind of just shot up about $5,000. So you've had some really good growth out of it. Obviously, we're not out of the woods just yet with everything going on in the world, but so far so good. Like, it got the growth I was expecting it to do compared to the stock market's jump that happened in the last month. Cool. One thing that we do do and we're pretty careful on is we just wanna make sure that every strategy is is properly implemented first before we do anything at the end. So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee. So there's nothing currently on your account for ongoing service fees or implementation. I wanna see if the Zurich gets through okay first. And then if that's all good, then I'll get Jack to send out that that fee agreement for you. So is that okay? I I feel like we're just trying to be a bit more reasonable with it. Let's do the work first before we get paid for it. Amazing. Awesome. Yes. Yep. So what tends to happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate. And then the service fee basically clicks on for twelve months on a monthly basis. And then we do an annual review, see if you're still comfortable with everything, make some changes to the strategies, and we go through a pack then as well. It's not a, like, lock in contract, so to speak. It's a twelve month consent because we need yearly consent from you. But if at any point you're not happy with the service, you can cancel. You can let us know, and we can try and move it around for you. Awesome. Jennifer, thank you so much for calling back today and going through this extra information with me. I really appreciate it. Do you have any questions for me before I let you go? Amazing. I will talk to Jack as soon as he's off the phone. We will try and get that application progressing. If there's that declaration of good health, I'll send you a text before he emails it out to you. Fantastic. Have a fantastic day at work, and fingers crossed. We'll get some good news for you soon. Thanks, Jen. 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Jennifer. Tommy here, senior adviser. Thank you so much for calling back in. No. That's totally okay.\n\nI know we had you booked in for a bit of a tentative time, so I do appreciate that. Are you kind of, like, on lunch at the moment? Is is now a bad time? Amazing. I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information.\n\nSo what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it. Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies. That's kind of point number one. And just trying to remember kind of, like, what we're doing and why and that sort of thing. So I'm looking at your statement of advice from when you came on board.\n\nYou've got, like, life insurance with your super in hub twenty four. You've got life insurance with Super SA. You've got real insurance, and we were trying to apply for Zurich insurance. Does all of that ring a bell? You got the income protection there.\n\nYeah. Yeah. It's not actually hurting the back pocket too much. Perfect. Yeah.\n\nBut, also, even the the disability insurance is a pretty big one for you too because it's a similar situation. Right? Is if you've got all these debts to cover, if you're still here but you can never work again, you're in a similar situation, but you're also still here. You still need to eat. You still need to live.\n\nThat kind of thing. So exactly right. I just wanted to make sure we're on the same page that you were trying to get. Cover the gap, essentially. Right?\n\nPerfect. So what I can pretty much say straight away is that, obviously, Super SA was already recommended to keep, and that wouldn't have any kind of loadings and exclusions that may apply to a new policy. So 100%, we can keep that. If the real insurance isn't costing an arm and a leg, totally fine to keep that too. I would probably just say I wouldn't really cancel a little bit of life and TPD with Hub if it doesn't have those loadings and exclusions that you're likely going to get through the Zurich policy.\n\nSo what I'm sort of thinking is the whole purpose of this is to do a bit of a top up. Now I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy. Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense. When they go through, I guess, health information, it kind of gets to a point where it's like a three strikes and you're out for an underwriting standpoint, which you're kind of on the cusp for. A lot of the conditions you noted down seem to be okay.\n\nSo I'll just run through a couple of them with you. There was a benign tumor in the neck, which benign is good. I'm assuming there's no kind of ongoing issues with that one or treatments or anything like that. Is that right? Perfect.\n\nWhen it comes to anything like mental health related or a specific body part, like lower back or spine or hips or knees, that's where you essentially get, like, an exclusion for that type of preexisting condition. There was, I think, a recent colonoscopy or endoscopy at the time as well. Did you already get the results back from those tests, or are they still kind of pending? Yep. Yeah.\n\nJust to check up, just to maintain, make sure nothing pops up. Perfect. And most of it, like you said, exactly right, is direct family. If it's mother, father, brother, or sister, that's more of an issue than extended family. Doctors are really good at pinpointing extended family may have something hereditary, so keep an eye on things.\n\nSo you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD. Well, there is a threshold for it. So a 100 percent. And one of the cool things at least, and not so cool, I guess, about it is insurers are slowly coming around when it comes to mental health. So back in the day, what they would do is anytime that there was a diagnosis and a treatment with a specialist or medication, instantly, there's an exclusion done.\n\nThen they got to the point where they said, okay. If you're five years treatment and medication free, two years, five years when you've sort of succeeded in in support and so on, then they actually remove exclusions and go, you know what? We we might even offer it at standard cover if there's no suicidal attempts, that kind of thing. They're getting very close to the point where they're gonna flip it and say, people who are seeking treatment get the standard rights and the people who have the undiagnosed issues that aren't seeking treatment, they're the ones that get the exclusions. So can I just quickly ask you when it comes to the mental health side of things, are you currently on medication at the moment?\n\nNo. And okay. Perfect. And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP? Just GP.\n\nSo everything seems very, very reasonable. Routine checkups are fine. Previous history is fine. One thing that they will do is once you do disclose three, four, five things, is they will just shoot off a doctor's report. They do a it's called a PMAR.\n\nThey shoot off to get a doctor's report. They go through it. If it's all looking pretty kosher, they start ticking off each condition that was noted unless there was something that it's either, like, degrading, degradation in of the body. You know, if you get arthritis, they know it's gonna get worse. That kind of thing.\n\nSo if they're a bit weird with it, and that's the thing I I dislike about insurance companies is if they get enough things, they'll find an excuse to get you a loading, which may increase premiums by 50%, but then they also just increase premiums yearly due to age because of increased risk. They try and find any excuse to double dip. So if you're comfortable with all of the covers that you've got, like the Super SA, the Hub, the Real, why don't we just keep those as is? We try the Zurich application and see what comes back through the underwriting process and just use it as the top up. Would that work out be okay for you?\n\nOh, a 100%. So if it comes through perfectly fine, it'll just be replaced. We cancel the hub cover. 100%. If it comes through with an exclusion that you don't currently have, I don't want you like, if they go, oh, lower back exclusion, but hub doesn't, I'd rather you still be able to claim on that for that portion.\n\nCool. So if you're happy with that, we can shoot it through. I've got Jack that will kind of keep alongside the underwriting process and check how it's going when they do the doctor's report. The only thing that you may need to do is a quick declaration of good health where they say, look. From that application, has anything changed from then till now?\n\nTick off being, yep, happy days, and they can continue with the process. Would that be okay? Awesome. Outside of that, I do have some good news for you. We switched over the menu in your Hub 24, switched the investments around a month ago.\n\nAnd since then, everything's kind of just shot up about $5,000. So you've had some really good growth out of it. Obviously, we're not out of the woods just yet with everything going on in the world, but so far so good. Like, it got the growth I was expecting it to do compared to the stock market's jump that happened in the last month. Cool.\n\nOne thing that we do do and we're pretty careful on is we just wanna make sure that every strategy is is properly implemented first before we do anything at the end. So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee. So there's nothing currently on your account for ongoing service fees or implementation. I wanna see if the Zurich gets through okay first. And then if that's all good, then I'll get Jack to send out that that fee agreement for you.\n\nSo is that okay? I I feel like we're just trying to be a bit more reasonable with it. Let's do the work first before we get paid for it. Amazing. Awesome.\n\nYes. Yep. So what tends to happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate. And then the service fee basically clicks on for twelve months on a monthly basis. And then we do an annual review, see if you're still comfortable with everything, make some changes to the strategies, and we go through a pack then as well.\n\nIt's not a, like, lock in contract, so to speak. It's a twelve month consent because we need yearly consent from you. But if at any point you're not happy with the service, you can cancel. You can let us know, and we can try and move it around for you. Awesome.\n\nJennifer, thank you so much for calling back today and going through this extra information with me. I really appreciate it. Do you have any questions for me before I let you go? Amazing. I will talk to Jack as soon as he's off the phone.\n\nWe will try and get that application progressing. If there's that declaration of good health, I'll send you a text before he emails it out to you. Fantastic. Have a fantastic day at work, and fingers crossed. We'll get some good news for you soon.\n\nThanks, Jen. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Jennifer.","start":1.5999999,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.12400007247924805},{"text":"Tommy here, senior adviser.","start":2.3999999,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.14653590321540833},{"text":"Thank you so much for calling back in.","start":3.6799998,"end":5.46,"sentiment":"positive","sentiment_score":0.6097808852791786},{"text":"No.","start":10.48,"end":10.719999,"sentiment":"neutral","sentiment_score":-0.13540175557136536},{"text":"That's totally okay.","start":10.719999,"end":11.679999,"sentiment":"neutral","sentiment_score":0.08212594439586003}],"sentiment":"neutral","sentiment_score":0.3235203843149874,"num_words":18,"start":1.5999999,"end":11.679999},{"sentences":[{"text":"I know we had you booked in for a bit of a tentative time, so I do appreciate that.","start":11.679999,"end":15.005,"sentiment":"neutral","sentiment_score":0.3238909566088727},{"text":"Are you kind of, like, on lunch at the moment?","start":15.005,"end":16.925,"sentiment":"neutral","sentiment_score":0.04319573268294334},{"text":"Is is now a bad time?","start":16.925,"end":18.705,"sentiment":"neutral","sentiment_score":-0.006487065460532904},{"text":"Amazing.","start":20.925,"end":21.425,"sentiment":"positive","sentiment_score":0.5680122375488281},{"text":"I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information.","start":22.205,"end":37.54,"sentiment":"neutral","sentiment_score":0.10971834075947602}],"sentiment":"neutral","sentiment_score":0.15029673921899536,"num_words":78,"start":11.679999,"end":37.54},{"sentences":[{"text":"So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it.","start":38.0,"end":48.035,"sentiment":"neutral","sentiment_score":0.19669940463594487},{"text":"Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies.","start":49.695,"end":57.6,"sentiment":"neutral","sentiment_score":-0.021188881248235703},{"text":"That's kind of point number one.","start":57.739998,"end":59.519997,"sentiment":"neutral","sentiment_score":-0.032933435402810574},{"text":"And just trying to remember kind of, like, what we're doing and why and that sort of thing.","start":59.739998,"end":64.46,"sentiment":"neutral","sentiment_score":-0.05246687763267093},{"text":"So I'm looking at your statement of advice from when you came on board.","start":64.46,"end":68.854996,"sentiment":"neutral","sentiment_score":0.009829163551330566}],"sentiment":"neutral","sentiment_score":0.055147506567893675,"num_words":103,"start":38.0,"end":68.854996},{"sentences":[{"text":"You've got, like, life insurance with your super in hub twenty four.","start":69.075,"end":72.195,"sentiment":"neutral","sentiment_score":-0.03199612442404032},{"text":"You've got life insurance with Super SA.","start":72.195,"end":74.375,"sentiment":"neutral","sentiment_score":-0.05441637550081525},{"text":"You've got real insurance, and we were trying to apply for Zurich insurance.","start":74.674995,"end":79.715,"sentiment":"neutral","sentiment_score":-0.05466814740346028},{"text":"Does all of that ring a bell?","start":79.715,"end":81.33,"sentiment":"neutral","sentiment_score":-0.06376540501202856},{"text":"You got the income protection there.","start":103.585,"end":105.265,"sentiment":"neutral","sentiment_score":0.0031743630145986876}],"sentiment":"neutral","sentiment_score":-0.04228590432968404,"num_words":45,"start":69.075,"end":105.265},{"sentences":[{"text":"Yeah.","start":105.265,"end":105.765,"sentiment":"neutral","sentiment_score":0.014680865220725536},{"text":"Yeah.","start":116.85,"end":117.17,"sentiment":"neutral","sentiment_score":-0.15420019626617432},{"text":"It's not actually hurting the back pocket too much.","start":117.17,"end":119.67,"sentiment":"negative","sentiment_score":-0.4868653648429447},{"text":"Perfect.","start":119.795,"end":120.295,"sentiment":"positive","sentiment_score":0.42385637760162354},{"text":"Yeah.","start":129.39499,"end":129.89499,"sentiment":"neutral","sentiment_score":-0.03066140040755272}],"sentiment":"neutral","sentiment_score":-0.31754712595676,"num_words":13,"start":105.265,"end":129.89499},{"sentences":[{"text":"But, also, even the the disability insurance is a pretty big one for you too because it's a similar situation.","start":135.40999,"end":141.90999,"sentiment":"neutral","sentiment_score":-0.12514441087841988},{"text":"Right?","start":141.97,"end":142.47,"sentiment":"neutral","sentiment_score":-0.009015807881951332},{"text":"Is if you've got all these debts to cover, if you're still here but you can never work again, you're in a similar situation, but you're also still here.","start":142.61,"end":149.93501,"sentiment":"neutral","sentiment_score":-0.012878106361062363},{"text":"You still need to eat.","start":149.93501,"end":150.895,"sentiment":"neutral","sentiment_score":0.05685257390141487},{"text":"You still need to live.","start":150.895,"end":151.85501,"sentiment":"neutral","sentiment_score":0.056547262519598004}],"sentiment":"neutral","sentiment_score":-0.03863949879693488,"num_words":60,"start":135.40999,"end":151.85501},{"sentences":[{"text":"That kind of thing.","start":151.85501,"end":152.735,"sentiment":"neutral","sentiment_score":0.07044876180589199},{"text":"So exactly right.","start":152.735,"end":153.93501,"sentiment":"neutral","sentiment_score":0.27672289808591205},{"text":"I just wanted to make sure we're on the same page that you were trying to get.","start":153.93501,"end":157.155,"sentiment":"neutral","sentiment_score":0.22452830128809986},{"text":"Cover the gap, essentially.","start":157.375,"end":158.755,"sentiment":"neutral","sentiment_score":0.03305370081216097},{"text":"Right?","start":158.815,"end":159.315,"sentiment":"neutral","sentiment_score":0.10347144305706024}],"sentiment":"neutral","sentiment_score":0.17809072792016226,"num_words":29,"start":151.85501,"end":159.315},{"sentences":[{"text":"Perfect.","start":160.56,"end":161.06,"sentiment":"positive","sentiment_score":0.4403759241104126},{"text":"So what I can pretty much say straight away is that, obviously, Super SA was already recommended to keep, and that wouldn't have any kind of loadings and exclusions that may apply to a new policy.","start":161.28,"end":172.42,"sentiment":"neutral","sentiment_score":0.09178819703973001},{"text":"So 100%, we can keep that.","start":172.845,"end":174.94499,"sentiment":"neutral","sentiment_score":0.2738677114248276},{"text":"If the real insurance isn't costing an arm and a leg, totally fine to keep that too.","start":175.08499,"end":180.14499,"sentiment":"neutral","sentiment_score":0.12369708979831022},{"text":"I would probably just say I wouldn't really cancel a little bit of life and TPD with Hub if it doesn't have those loadings and exclusions that you're likely going to get through the Zurich policy.","start":180.92499,"end":192.11,"sentiment":"neutral","sentiment_score":-0.0633448407235038}],"sentiment":"neutral","sentiment_score":0.05427493277723746,"num_words":96,"start":160.56,"end":192.11},{"sentences":[{"text":"So what I'm sort of thinking is the whole purpose of this is to do a bit of a top up.","start":194.33,"end":199.47,"sentiment":"neutral","sentiment_score":0.09231117545139222},{"text":"Now I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy.","start":199.61,"end":213.035,"sentiment":"positive","sentiment_score":0.4877265496977738},{"text":"Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense.","start":213.035,"end":221.17,"sentiment":"neutral","sentiment_score":-0.024101611375808716},{"text":"When they go through, I guess, health information, it kind of gets to a point where it's like a three strikes and you're out for an underwriting standpoint, which you're kind of on the cusp for.","start":224.03,"end":235.355,"sentiment":"neutral","sentiment_score":-0.08523567248549727},{"text":"A lot of the conditions you noted down seem to be okay.","start":235.655,"end":238.715,"sentiment":"neutral","sentiment_score":0.24661612510681152}],"sentiment":"neutral","sentiment_score":0.14183979016519332,"num_words":129,"start":194.33,"end":238.715},{"sentences":[{"text":"So I'll just run through a couple of them with you.","start":239.09499,"end":241.75499,"sentiment":"neutral","sentiment_score":0.09420529482039539},{"text":"There was a benign tumor in the neck, which benign is good.","start":241.95,"end":245.73,"sentiment":"neutral","sentiment_score":0.12750172801315784},{"text":"I'm assuming there's no kind of ongoing issues with that one or treatments or anything like that.","start":246.03,"end":251.47,"sentiment":"neutral","sentiment_score":-0.009111272609409164},{"text":"Is that right?","start":251.47,"end":252.29,"sentiment":"neutral","sentiment_score":0.04175354974965254},{"text":"Perfect.","start":255.485,"end":255.985,"sentiment":"neutral","sentiment_score":0.19964247941970825}],"sentiment":"neutral","sentiment_score":0.06218841985206713,"num_words":44,"start":239.09499,"end":255.985},{"sentences":[{"text":"When it comes to anything like mental health related or a specific body part, like lower back or spine or hips or knees, that's where you essentially get, like, an exclusion for that type of preexisting condition.","start":256.605,"end":268.945,"sentiment":"neutral","sentiment_score":-0.16169711816552523},{"text":"There was, I think, a recent colonoscopy or endoscopy at the time as well.","start":270.15,"end":276.01,"sentiment":"neutral","sentiment_score":-0.05799495854548046},{"text":"Did you already get the results back from those tests, or are they still kind of pending?","start":276.31,"end":281.21,"sentiment":"neutral","sentiment_score":-0.06671345847494461},{"text":"Yep.","start":286.355,"end":286.855,"sentiment":"neutral","sentiment_score":0.026171734556555748},{"text":"Yeah.","start":297.25,"end":297.75,"sentiment":"neutral","sentiment_score":-0.055891379714012146}],"sentiment":"neutral","sentiment_score":-0.11369387472846679,"num_words":70,"start":256.605,"end":297.75},{"sentences":[{"text":"Just to check up, just to maintain, make sure nothing pops up.","start":308.065,"end":311.445,"sentiment":"neutral","sentiment_score":0.04225334245711565},{"text":"Perfect.","start":314.225,"end":314.725,"sentiment":"positive","sentiment_score":0.4225381016731262},{"text":"And most of it, like you said, exactly right, is direct family.","start":314.865,"end":317.745,"sentiment":"neutral","sentiment_score":0.2695793143163125},{"text":"If it's mother, father, brother, or sister, that's more of an issue than extended family.","start":317.745,"end":322.53,"sentiment":"neutral","sentiment_score":-0.24149657984574635},{"text":"Doctors are really good at pinpointing extended family may have something hereditary, so keep an eye on things.","start":323.15,"end":329.49,"sentiment":"neutral","sentiment_score":-0.07695766414205234}],"sentiment":"neutral","sentiment_score":-0.014537183953256443,"num_words":58,"start":308.065,"end":329.49},{"sentences":[{"text":"So you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD.","start":330.27,"end":337.36502,"sentiment":"neutral","sentiment_score":-0.1489813561950411},{"text":"Well, there is a threshold for it.","start":347.19998,"end":349.28,"sentiment":"neutral","sentiment_score":-0.10718286569629397},{"text":"So a 100 percent.","start":349.28,"end":355.86,"sentiment":"neutral","sentiment_score":-0.23479048535227776},{"text":"And one of the cool things at least, and not so cool, I guess, about it is insurers are slowly coming around when it comes to mental health.","start":357.28,"end":371.675,"sentiment":"neutral","sentiment_score":-0.1331176127174071},{"text":"So back in the day, what they would do is anytime that there was a diagnosis and a treatment with a specialist or medication, instantly, there's an exclusion done.","start":371.675,"end":381.41998,"sentiment":"neutral","sentiment_score":-0.10790782897122975}],"sentiment":"neutral","sentiment_score":-0.1311760750295741,"num_words":89,"start":330.27,"end":381.41998},{"sentences":[{"text":"Then they got to the point where they said, okay.","start":381.72,"end":383.74,"sentiment":"neutral","sentiment_score":-0.09326366819441319},{"text":"If you're five years treatment and medication free, two years, five years when you've sort of succeeded in in support and so on, then they actually remove exclusions and go, you know what?","start":383.87997,"end":396.815,"sentiment":"neutral","sentiment_score":-0.050253953163822494},{"text":"We we might even offer it at standard cover if there's no suicidal attempts, that kind of thing.","start":396.815,"end":402.99,"sentiment":"neutral","sentiment_score":-0.08227616693410608},{"text":"They're getting very close to the point where they're gonna flip it and say, people who are seeking treatment get the standard rights and the people who have the undiagnosed issues that aren't seeking treatment, they're the ones that get the exclusions.","start":403.37,"end":415.885,"sentiment":"neutral","sentiment_score":-0.21546405269986108},{"text":"So can I just quickly ask you when it comes to the mental health side of things, are you currently on medication at the moment?","start":416.58502,"end":423.405,"sentiment":"neutral","sentiment_score":-0.03488860912621021}],"sentiment":"neutral","sentiment_score":-0.10932573111495003,"num_words":128,"start":381.72,"end":423.405},{"sentences":[{"text":"No.","start":424.745,"end":424.905,"sentiment":"neutral","sentiment_score":-0.13021719455718994},{"text":"And okay.","start":424.905,"end":429.32,"sentiment":"neutral","sentiment_score":0.08466086909174919},{"text":"Perfect.","start":429.32,"end":429.82,"sentiment":"positive","sentiment_score":0.4191909432411194},{"text":"And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP?","start":429.88,"end":438.22,"sentiment":"neutral","sentiment_score":0.0288938672747463},{"text":"Just GP.","start":440.265,"end":440.845,"sentiment":"neutral","sentiment_score":0.13090244680643082}],"sentiment":"neutral","sentiment_score":0.047118439835806686,"num_words":30,"start":424.745,"end":440.845},{"sentences":[{"text":"So everything seems very, very reasonable.","start":441.385,"end":443.405,"sentiment":"positive","sentiment_score":0.4190167933702469},{"text":"Routine checkups are fine.","start":444.185,"end":445.645,"sentiment":"neutral","sentiment_score":0.31055230274796486},{"text":"Previous history is fine.","start":445.945,"end":447.485,"sentiment":"neutral","sentiment_score":0.1358586736023426},{"text":"One thing that they will do is once you do disclose three, four, five things, is they will just shoot off a doctor's report.","start":448.185,"end":453.63,"sentiment":"neutral","sentiment_score":0.010584116627190573},{"text":"They do a it's called a PMAR.","start":453.71,"end":455.41,"sentiment":"neutral","sentiment_score":0.006175248551049403}],"sentiment":"neutral","sentiment_score":0.10215533787850291,"num_words":45,"start":441.385,"end":455.41},{"sentences":[{"text":"They shoot off to get a doctor's report.","start":455.95,"end":457.87,"sentiment":"neutral","sentiment_score":-0.017329703317955136},{"text":"They go through it.","start":457.87,"end":458.75,"sentiment":"neutral","sentiment_score":-0.013924943283200264},{"text":"If it's all looking pretty kosher, they start ticking off each condition that was noted unless there was something that it's either, like, degrading, degradation in of the body.","start":458.75,"end":470.52502,"sentiment":"neutral","sentiment_score":-0.09375450034336798},{"text":"You know, if you get arthritis, they know it's gonna get worse.","start":470.52502,"end":473.185,"sentiment":"neutral","sentiment_score":-0.1780503404637178},{"text":"That kind of thing.","start":474.605,"end":475.74503,"sentiment":"neutral","sentiment_score":-0.12280216254293919}],"sentiment":"neutral","sentiment_score":-0.09721106395386812,"num_words":57,"start":455.95,"end":475.74503},{"sentences":[{"text":"So if they're a bit weird with it, and that's the thing I I dislike about insurance companies is if they get enough things, they'll find an excuse to get you a loading, which may increase premiums by 50%, but then they also just increase premiums yearly due to age because of increased risk.","start":475.885,"end":495.725,"sentiment":"neutral","sentiment_score":-0.3216241888563942},{"text":"They try and find any excuse to double dip.","start":495.945,"end":498.36502,"sentiment":"neutral","sentiment_score":-0.25251827306217617},{"text":"So if you're comfortable with all of the covers that you've got, like the Super SA, the Hub, the Real, why don't we just keep those as is?","start":500.265,"end":507.85,"sentiment":"neutral","sentiment_score":-0.007411104061507753},{"text":"We try the Zurich application and see what comes back through the underwriting process and just use it as the top up.","start":508.07,"end":516.57,"sentiment":"neutral","sentiment_score":0.025122315199537712},{"text":"Would that work out be okay for you?","start":518.07,"end":520.005,"sentiment":"neutral","sentiment_score":0.11870359629392624}],"sentiment":"neutral","sentiment_score":-0.15161621375856074,"num_words":121,"start":475.885,"end":520.005},{"sentences":[{"text":"Oh, a 100%.","start":537.46,"end":538.34,"sentiment":"neutral","sentiment_score":-0.03395765026410421},{"text":"So if it comes through perfectly fine, it'll just be replaced.","start":538.34,"end":541.62,"sentiment":"neutral","sentiment_score":-0.018449670042503964},{"text":"We cancel the hub cover.","start":541.62,"end":542.9,"sentiment":"neutral","sentiment_score":-0.08676141202449798},{"text":"100%.","start":542.9,"end":543.72003,"sentiment":"neutral","sentiment_score":-0.0116067286580801},{"text":"If it comes through with an exclusion that you don't currently have, I don't want you like, if they go, oh, lower back exclusion, but hub doesn't, I'd rather you still be able to claim on that for that portion.","start":544.035,"end":554.055,"sentiment":"neutral","sentiment_score":-0.06034872522577643}],"sentiment":"neutral","sentiment_score":-0.05273636865119139,"num_words":60,"start":537.46,"end":554.055},{"sentences":[{"text":"Cool.","start":556.76996,"end":557.25,"sentiment":"neutral","sentiment_score":0.2573747932910919},{"text":"So if you're happy with that, we can shoot it through.","start":557.25,"end":560.45,"sentiment":"neutral","sentiment_score":0.29489942572333594},{"text":"I've got Jack that will kind of keep alongside the underwriting process and check how it's going when they do the doctor's report.","start":560.45,"end":567.83,"sentiment":"neutral","sentiment_score":0.23055949224078137},{"text":"The only thing that you may need to do is a quick declaration of good health where they say, look.","start":568.175,"end":572.975,"sentiment":"neutral","sentiment_score":0.1144982997328043},{"text":"From that application, has anything changed from then till now?","start":572.975,"end":576.19495,"sentiment":"neutral","sentiment_score":0.06427925489842892}],"sentiment":"neutral","sentiment_score":0.18056762063732515,"num_words":65,"start":556.76996,"end":576.19495},{"sentences":[{"text":"Tick off being, yep, happy days, and they can continue with the process.","start":576.25494,"end":580.01495,"sentiment":"neutral","sentiment_score":0.1962648882315709},{"text":"Would that be okay?","start":580.01495,"end":581.04,"sentiment":"neutral","sentiment_score":0.0894292313605547},{"text":"Awesome.","start":582.95996,"end":583.45996,"sentiment":"positive","sentiment_score":0.6075496673583984},{"text":"Outside of that, I do have some good news for you.","start":583.92,"end":586.5,"sentiment":"positive","sentiment_score":0.518291091377085},{"text":"We switched over the menu in your Hub 24, switched the investments around a month ago.","start":588.07996,"end":594.015,"sentiment":"neutral","sentiment_score":0.2667380515486002}],"sentiment":"neutral","sentiment_score":0.29968268821636834,"num_words":45,"start":576.25494,"end":594.015},{"sentences":[{"text":"And since then, everything's kind of just shot up about $5,000.","start":594.015,"end":597.455,"sentiment":"positive","sentiment_score":0.4604094055565921},{"text":"So you've had some really good growth out of it.","start":597.455,"end":599.475,"sentiment":"positive","sentiment_score":0.6120374619960784},{"text":"Obviously, we're not out of the woods just yet with everything going on in the world, but so far so good.","start":600.095,"end":606.81,"sentiment":"neutral","sentiment_score":0.18662304324763163},{"text":"Like, it got the growth I was expecting it to do compared to the stock market's jump that happened in the last month.","start":606.81,"end":612.91,"sentiment":"positive","sentiment_score":0.37023880235526874},{"text":"Cool.","start":614.73,"end":615.23,"sentiment":"positive","sentiment_score":0.3775548040866852}],"sentiment":"positive","sentiment_score":0.36359104920517316,"num_words":66,"start":594.015,"end":615.23},{"sentences":[{"text":"One thing that we do do and we're pretty careful on is we just wanna make sure that every strategy is is properly implemented first before we do anything at the end.","start":615.52997,"end":625.935,"sentiment":"neutral","sentiment_score":0.18099306512158364},{"text":"So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee.","start":626.075,"end":636.42004,"sentiment":"neutral","sentiment_score":-0.05037355609238148},{"text":"So there's nothing currently on your account for ongoing service fees or implementation.","start":636.42004,"end":641.64,"sentiment":"neutral","sentiment_score":-0.06174306370891058},{"text":"I wanna see if the Zurich gets through okay first.","start":642.26,"end":644.84,"sentiment":"neutral","sentiment_score":0.06334954686462879},{"text":"And then if that's all good, then I'll get Jack to send out that that fee agreement for you.","start":644.98004,"end":650.445,"sentiment":"neutral","sentiment_score":0.16388082896408282}],"sentiment":"neutral","sentiment_score":0.07812121324241161,"num_words":97,"start":615.52997,"end":650.445},{"sentences":[{"text":"So is that okay?","start":651.785,"end":652.665,"sentiment":"neutral","sentiment_score":0.16100871190428734},{"text":"I I feel like we're just trying to be a bit more reasonable with it.","start":652.665,"end":655.625,"sentiment":"neutral","sentiment_score":0.03353024274110794},{"text":"Let's do the work first before we get paid for it.","start":655.625,"end":658.045,"sentiment":"neutral","sentiment_score":0.049832226877862755},{"text":"Amazing.","start":661.0,"end":661.5,"sentiment":"positive","sentiment_score":0.5470094680786133},{"text":"Awesome.","start":667.96,"end":668.46,"sentiment":"positive","sentiment_score":0.6004036068916321}],"sentiment":"neutral","sentiment_score":0.08882987685501575,"num_words":32,"start":651.785,"end":668.46},{"sentences":[{"text":"Yes.","start":671.41504,"end":671.73505,"sentiment":"neutral","sentiment_score":0.16075721383094788},{"text":"Yep.","start":671.73505,"end":672.055,"sentiment":"neutral","sentiment_score":0.1641784310340881},{"text":"So what tends to happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate.","start":672.055,"end":679.275,"sentiment":"neutral","sentiment_score":0.17417005573709807},{"text":"And then the service fee basically clicks on for twelve months on a monthly basis.","start":679.575,"end":684.315,"sentiment":"neutral","sentiment_score":0.10007242262363433},{"text":"And then we do an annual review, see if you're still comfortable with everything, make some changes to the strategies, and we go through a pack then as well.","start":684.455,"end":692.46,"sentiment":"neutral","sentiment_score":0.13391633717150525}],"sentiment":"neutral","sentiment_score":0.14128110142690795,"num_words":70,"start":671.41504,"end":692.46},{"sentences":[{"text":"It's not a, like, lock in contract, so to speak.","start":692.52,"end":695.88,"sentiment":"neutral","sentiment_score":0.0031869770959019653},{"text":"It's a twelve month consent because we need yearly consent from you.","start":695.88,"end":700.935,"sentiment":"neutral","sentiment_score":0.037187051959335804},{"text":"But if at any point you're not happy with the service, you can cancel.","start":700.935,"end":703.97504,"sentiment":"neutral","sentiment_score":-0.18855805668447698},{"text":"You can let us know, and we can try and move it around for you.","start":703.97504,"end":707.91504,"sentiment":"neutral","sentiment_score":0.0029954818387826275},{"text":"Awesome.","start":709.655,"end":710.155,"sentiment":"positive","sentiment_score":0.4546571969985962}],"sentiment":"neutral","sentiment_score":-0.031963634125601784,"num_words":52,"start":692.52,"end":710.155},{"sentences":[{"text":"Jennifer, thank you so much for calling back today and going through this extra information with me.","start":710.215,"end":715.27,"sentiment":"positive","sentiment_score":0.6213224354912253},{"text":"I really appreciate it.","start":715.27,"end":716.65,"sentiment":"positive","sentiment_score":0.6543910503387451},{"text":"Do you have any questions for me before I let you go?","start":716.71,"end":719.29004,"sentiment":"neutral","sentiment_score":0.13113996324439844},{"text":"Amazing.","start":721.59,"end":722.09,"sentiment":"neutral","sentiment_score":0.042059533298015594},{"text":"I will talk to Jack as soon as he's off the phone.","start":722.15,"end":724.575,"sentiment":"neutral","sentiment_score":0.10226823948323727}],"sentiment":"positive","sentiment_score":0.3483261645812055,"num_words":46,"start":710.215,"end":724.575},{"sentences":[{"text":"We will try and get that application progressing.","start":724.655,"end":727.075,"sentiment":"neutral","sentiment_score":0.17532296222634614},{"text":"If there's that declaration of good health, I'll send you a text before he emails it out to you.","start":728.015,"end":732.62085,"sentiment":"neutral","sentiment_score":0.3132142604965913},{"text":"Fantastic.","start":735.18085,"end":735.68085,"sentiment":"positive","sentiment_score":0.8711419701576233},{"text":"Have a fantastic day at work, and fingers crossed.","start":735.74084,"end":738.48083,"sentiment":"positive","sentiment_score":0.8642186125119528},{"text":"We'll get some good news for you soon.","start":738.54083,"end":740.0809,"sentiment":"positive","sentiment_score":0.7950717210769653}],"sentiment":"positive","sentiment_score":0.4969630644139316,"num_words":45,"start":724.655,"end":740.0809},{"sentences":[{"text":"Thanks, Jen.","start":742.62085,"end":743.26086,"sentiment":"positive","sentiment_score":0.6383551955223083},{"text":"Bye.","start":743.26086,"end":743.76086,"sentiment":"neutral","sentiment_score":-0.1017063334584236}],"sentiment":"positive","sentiment_score":0.3916680191953977,"num_words":3,"start":742.62085,"end":743.76086}]}}]},{"alternatives":[{"transcript":"That's alright. Sorry. I got stuck in a meeting with my boss, so I couldn't just blow him off. No. That's alright. I'm free now. Yep. Good. Mhmm. Yeah. I was gonna get rid of the hub twenty four one and do the Zurich instead. I can't or shouldn't really get rid of my Super SA one because I can't get rid of my Super SA one without losing lots of money trying to convert it over because it's untaxed SA government account. And it also covers me for 75% of income protection. So that's why I'm keeping that one. And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it. So they just said no. So they said just keep it. The reason I wanted to go to Zurich is because I need more cover if something was to happen to me so my loved ones aren't left with debt. I don't have any dependents, but I've got a sister and a mom and a dad and lots of friends and lots of nieces and nephews. Yeah. Yes. Absolutely. Yeah. Yeah. Mhmm. Mhmm. Okay. Yeah. Why would it be declined? Sorry. No. Nothing since 12/17. Mhmm. No. It's just a routine one. Yeah. I got the all clear. So it's because it's there's, like, people in my family that have extended family, not even my direct family, have had polyps and diverticulitis. So, yeah, I get my doctor just said to do it, like, routinely every two years. Yeah. So nothing was ever wrong with me. It's yeah. Yeah. Yeah. Yeah. But my mental health is it's never played. It's fine now. But yeah. No. I get it. Okay. That's fine. I've never been suicidal. I've just had mental I've just had bouts of depression, environmental depression. But I'm sure a lot of people have it and just don't disclose it, so look at me being silly. But yeah. Okay. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. No. No. I haven't been for six, seven years, six years. Yeah. Just GP. Yeah. Yeah. Yep. Yeah. Yeah. But isn't that why your premiums go off every year? I don't understand. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Yeah. Okay. Well, I guess if Zurich comes through, then I could get rid of Hub Super, but until then, like, I yeah. I I don't understand why Zurich could be the the top arrow if it comes through, and I still keep everything else. Sorry. You lost me. Okay. Yeah. Okay. I'm on the same page. Okay. Yeah. Got it. Yep. Mhmm. Yeah. That's fine. Uh-huh. Nice. Yep. Mhmm. Yeah. Cool. Mhmm. Okay. Yeah. Cool. Yeah. No. That's that's good. I work in government, so that's the practice here. Receive the goods before you pay. But that all comes out of my super. Right? Yeah. Yeah. Cool. Cool. Mhmm. Mhmm. Mhmm. Sure. Yep. No. Not all good. Okay. Great. Thank you. Yeah. Sounds good. Alright. Thanks. 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alright. Sorry. I got stuck in a meeting with my boss, so I couldn't just blow him off. No. That's alright.\n\nI'm free now. Yep. Good. Mhmm. Yeah.\n\nI was gonna get rid of the hub twenty four one and do the Zurich instead. I can't or shouldn't really get rid of my Super SA one because I can't get rid of my Super SA one without losing lots of money trying to convert it over because it's untaxed SA government account. And it also covers me for 75% of income protection. So that's why I'm keeping that one. And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it.\n\nSo they just said no. So they said just keep it. The reason I wanted to go to Zurich is because I need more cover if something was to happen to me so my loved ones aren't left with debt. I don't have any dependents, but I've got a sister and a mom and a dad and lots of friends and lots of nieces and nephews. Yeah.\n\nYes. Absolutely. Yeah. Yeah. Mhmm.\n\nMhmm. Okay. Yeah. Why would it be declined? Sorry.\n\nNo. Nothing since 12/17. Mhmm. No. It's just a routine one.\n\nYeah. I got the all clear. So it's because it's there's, like, people in my family that have extended family, not even my direct family, have had polyps and diverticulitis. So, yeah, I get my doctor just said to do it, like, routinely every two years. Yeah.\n\nSo nothing was ever wrong with me. It's yeah. Yeah. Yeah. Yeah.\n\nBut my mental health is it's never played. It's fine now. But yeah. No. I get it.\n\nOkay. That's fine. I've never been suicidal. I've just had mental I've just had bouts of depression, environmental depression. But I'm sure a lot of people have it and just don't disclose it, so look at me being silly.\n\nBut yeah. Okay. Yeah. Yeah. Yeah.\n\nYeah. Yeah. Yeah. Yeah. Yeah.\n\nNo. No. I haven't been for six, seven years, six years. Yeah. Just GP.\n\nYeah. Yeah. Yep. Yeah. Yeah.\n\nBut isn't that why your premiums go off every year? I don't understand. Yeah. Yeah. Yeah.\n\nYeah. Yeah. Yeah. Okay. Yeah.\n\nOkay. Well, I guess if Zurich comes through, then I could get rid of Hub Super, but until then, like, I yeah. I I don't understand why Zurich could be the the top arrow if it comes through, and I still keep everything else. Sorry. You lost me.\n\nOkay. Yeah. Okay. I'm on the same page. Okay.\n\nYeah. Got it. Yep. Mhmm. Yeah.\n\nThat's fine. Uh-huh. Nice. Yep. Mhmm.\n\nYeah. Cool. Mhmm. Okay. Yeah.\n\nCool. Yeah. No. That's that's good. I work in government, so that's the practice here.\n\nReceive the goods before you pay. But that all comes out of my super. Right? Yeah. Yeah.\n\nCool. Cool. Mhmm. Mhmm. Mhmm.\n\nSure. Yep. No. Not all good. Okay.\n\nGreat. Thank you. Yeah. Sounds good. Alright.\n\nThanks. 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government account.","start":87.134995,"end":98.674995,"sentiment":"neutral","sentiment_score":-0.10962774276145194},{"text":"And it also covers me for 75% of income protection.","start":98.814995,"end":106.36,"sentiment":"neutral","sentiment_score":0.023938225395977498},{"text":"So that's why I'm keeping that one.","start":106.42,"end":109.24,"sentiment":"neutral","sentiment_score":0.07043669106704849},{"text":"And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it.","start":109.38,"end":116.705,"sentiment":"negative","sentiment_score":-0.3753678249195218}],"sentiment":"neutral","sentiment_score":-0.14627062133268307,"num_words":95,"start":82.65,"end":116.705},{"sentences":[{"text":"So they just said no.","start":116.705,"end":119.745,"sentiment":"neutral","sentiment_score":-0.22256262004375457},{"text":"So they said just keep 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I guess if Zurich comes through, then I could get rid of Hub Super, but until then, like, I yeah.","start":520.375,"end":527.655,"sentiment":"neutral","sentiment_score":-0.08577742693679673},{"text":"I I don't understand why Zurich could be the the top arrow if it comes through, and I still keep everything else.","start":527.655,"end":535.29,"sentiment":"neutral","sentiment_score":-0.25309219414537604},{"text":"Sorry.","start":535.29,"end":535.79,"sentiment":"neutral","sentiment_score":-0.3226970434188843},{"text":"You lost 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that's good.","start":659.01495,"end":660.315,"sentiment":"neutral","sentiment_score":0.2923790365457535},{"text":"I work in government, so that's the practice here.","start":661.89496,"end":664.39496,"sentiment":"neutral","sentiment_score":0.3206663793987698}],"sentiment":"neutral","sentiment_score":0.2756748860081037,"num_words":15,"start":651.0,"end":664.39496},{"sentences":[{"text":"Receive the goods before you pay.","start":664.855,"end":666.71497,"sentiment":"neutral","sentiment_score":0.2577274764577548},{"text":"But that all comes out of my 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Tommy here, senior adviser. Thank you so much for calling back in.\n\nChannel 1: That's alright. Sorry. I got stuck in a meeting with my boss, so I couldn't just blow him off.\n\nChannel 0: No. That's totally okay. I know we had you booked in for a bit of a tentative time, so I do appreciate that. Are you kind of, like, on lunch at the moment? Is is now a\n\nChannel 1: No.\n\nChannel 0: bad\n\nChannel 1: That's\n\nChannel 0: time?\n\nChannel 1: alright. I'm free now. Yep. Good.\n\nChannel 0: Amazing. I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information. So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it.\n\nChannel 1: Mhmm.\n\nChannel 0: Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies. That's kind of point number one. And just trying to remember kind of, like, what we're doing and why and that sort of thing. So I'm looking at your statement of advice from when you came on board. You've got, like, life insurance with your super in hub twenty four.\n\nYou've got life insurance with Super SA. You've got real insurance, and we were trying to apply for Zurich insurance. Does all of that ring a bell?\n\nChannel 1: Yeah. I was gonna get rid of the hub twenty four one and do the Zurich instead. I can't or shouldn't really get rid of my Super SA one because I can't get rid of my Super SA one without losing lots of money trying to convert it over because it's untaxed SA government account. And it also covers me for 75% of\n\nChannel 0: You got the income protection there. Yeah.\n\nChannel 1: income protection. So that's why I'm keeping that one. And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it. So\n\nChannel 0: Yeah.\n\nChannel 1: they\n\nChannel 0: It's\n\nChannel 1: just\n\nChannel 0: not\n\nChannel 1: said\n\nChannel 0: actually hurting the back pocket too much.\n\nChannel 1: no. So\n\nChannel 0: Perfect.\n\nChannel 1: they said just keep it. The reason I wanted to go to Zurich is because I need more cover if something was to happen to me so my loved ones aren't left with debt. I don't have\n\nChannel 0: Yeah.\n\nChannel 1: any dependents, but I've got a sister and a mom and a dad and lots of friends and lots\n\nChannel 0: But, also,\n\nChannel 1: of nieces\n\nChannel 0: even\n\nChannel 1: and nephews.\n\nChannel 0: the the disability insurance is a pretty big one for you too because it's a similar situation. Right? Is\n\nChannel 1: Yeah.\n\nChannel 0: if you've got all these debts to cover,\n\nChannel 1: Yes.\n\nChannel 0: if you're still here but you can never work again, you're in a similar situation, but you're also still here. You still\n\nChannel 1: Absolutely.\n\nChannel 0: need to eat. You still need\n\nChannel 1: Yeah.\n\nChannel 0: to live. That kind of thing. So exactly right. I just wanted to make sure we're on the same page that you were trying to get. Cover the gap, essentially.\n\nRight?\n\nChannel 1: Yeah.\n\nChannel 0: Perfect. So what I can pretty much say straight away is that, obviously, Super SA was already recommended to keep, and that wouldn't have any kind of loadings\n\nChannel 1: Mhmm.\n\nChannel 0: and exclusions that may apply to a new policy. So 100%, we can keep that. If the real insurance isn't costing an arm and a leg, totally fine to keep that too.\n\nChannel 1: Mhmm.\n\nChannel 0: I would probably just say I wouldn't really cancel a little bit of life and TPD with Hub if it doesn't have those loadings and exclusions that you're likely going to get through the Zurich policy.\n\nChannel 1: Okay.\n\nChannel 0: So what I'm sort of thinking is the whole purpose of this is to do a bit of a top up. Now\n\nChannel 1: Yeah.\n\nChannel 0: I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy. Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense.\n\nChannel 1: Why would it be declined? Sorry.\n\nChannel 0: When they go through, I guess, health information, it kind of gets to a point where it's like a three strikes and you're out for an underwriting standpoint, which you're kind of on the cusp for. A lot of the conditions you noted down seem to be okay. So I'll just run through a couple of them with you. There was a benign tumor in the neck, which benign is good. I'm assuming there's no kind of ongoing issues with that one or treatments or anything like that.\n\nIs that right?\n\nChannel 1: No. Nothing since 12/17.\n\nChannel 0: Perfect. When it comes to anything like mental health related or a specific body part, like lower back or spine or hips or knees, that's where you essentially get, like, an exclusion for that type of preexisting condition. There\n\nChannel 1: Mhmm.\n\nChannel 0: was, I think, a recent colonoscopy or endoscopy at the time as well. Did you already get the results back from those tests, or are they still kind of pending?\n\nChannel 1: No. It's just a routine one. Yeah. I got the all clear. So\n\nChannel 0: Yep.\n\nChannel 1: it's because it's there's, like, people in my family that have extended family, not even my direct family,\n\nChannel 0: Yeah.\n\nChannel 1: have had polyps and diverticulitis. So, yeah, I get my doctor just said to do it, like, routinely every two years.\n\nChannel 0: Just to check up, just to maintain, make\n\nChannel 1: Yeah.\n\nChannel 0: sure\n\nChannel 1: So\n\nChannel 0: nothing\n\nChannel 1: nothing\n\nChannel 0: pops\n\nChannel 1: was\n\nChannel 0: up.\n\nChannel 1: ever wrong with me. It's yeah.\n\nChannel 0: Perfect. And most of it, like you said, exactly right, is direct family. If it's mother, father, brother, or sister, that's more of an issue than extended family.\n\nChannel 1: Yeah.\n\nChannel 0: Doctors are really good at pinpointing extended family may have something hereditary, so keep an eye on things. So you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD.\n\nChannel 1: Yeah. Yeah. But my mental health is it's never played. It's fine now. But yeah.\n\nNo. I get it. Okay. That's fine.\n\nChannel 0: Well, there is a threshold\n\nChannel 1: I've\n\nChannel 0: for it.\n\nChannel 1: never been\n\nChannel 0: So\n\nChannel 1: suicidal. I've just had mental I've just had bouts of depression,\n\nChannel 0: a 100\n\nChannel 1: environmental\n\nChannel 0: percent.\n\nChannel 1: depression. But\n\nChannel 0: And\n\nChannel 1: I'm sure a lot of people have it and just don't disclose it, so look at me being silly. But yeah. Okay.\n\nChannel 0: one of the cool things at least, and not so cool, I guess, about it is insurers are slowly coming around when it comes to mental health. So back in the\n\nChannel 1: Yeah.\n\nChannel 0: day, what they would do is anytime that there was a diagnosis and a treatment with a specialist or medication, instantly, there's an exclusion done. Then they got to the point where they said, okay. If you're five years treatment and medication free, two years, five years\n\nChannel 1: Yeah.\n\nChannel 0: when\n\nChannel 1: Yeah.\n\nChannel 0: you've\n\nChannel 1: Yeah.\n\nChannel 0: sort of succeeded in in support and so on, then they actually remove exclusions and go, you know what? We we might even offer it at standard cover if\n\nChannel 1: Yeah.\n\nChannel 0: there's no suicidal attempts, that kind of thing.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: They're getting very close to the point where they're gonna flip it and say, people who are seeking treatment get the standard rights and the people who have the undiagnosed issues that aren't seeking treatment, they're the ones that get the exclusions. So\n\nChannel 1: Yeah.\n\nChannel 0: can I just quickly ask you when it comes to the mental health side of things, are you currently on medication at the moment?\n\nChannel 1: No. No. I haven't\n\nChannel 0: No. And\n\nChannel 1: been for six, seven years, six years. Yeah.\n\nChannel 0: okay. Perfect. And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP?\n\nChannel 1: Just GP. Yeah.\n\nChannel 0: Just GP. So everything seems very, very reasonable. Routine checkups are fine. Previous history is fine. One thing that they will do is once you do disclose three, four, five things, is they will just shoot off a doctor's report.\n\nThey do a it's called a PMAR. They shoot\n\nChannel 1: Yeah.\n\nChannel 0: off to get a doctor's report. They go through it. If it's all looking pretty kosher, they start ticking off each condition that was noted unless\n\nChannel 1: Yep.\n\nChannel 0: there was something that it's either, like, degrading, degradation in of the body. You know, if you\n\nChannel 1: Yeah.\n\nChannel 0: get arthritis, they know it's gonna get worse.\n\nChannel 1: Yeah.\n\nChannel 0: That kind of thing. So\n\nChannel 1: But isn't\n\nChannel 0: if\n\nChannel 1: that why your premiums go off every year? I don't understand.\n\nChannel 0: they're a bit weird with it, and that's the thing I I dislike about insurance companies is\n\nChannel 1: Yeah.\n\nChannel 0: if they get enough things, they'll find an excuse to get you a loading, which may increase premiums by 50%, but then\n\nChannel 1: Yeah.\n\nChannel 0: they also just increase premiums yearly due to age because of increased risk.\n\nChannel 1: Yeah.\n\nChannel 0: They try and find any excuse to double dip.\n\nChannel 1: Yeah. Yeah. Yeah. Okay.\n\nChannel 0: So if you're comfortable with all of the covers that you've got, like the Super SA, the Hub, the Real, why don't we just keep those as is? We try the Zurich application and see what comes back through the underwriting process\n\nChannel 1: Yeah.\n\nChannel 0: and just use it as the top up.\n\nChannel 1: Okay.\n\nChannel 0: Would that work out be okay for you?\n\nChannel 1: Well, I guess if Zurich comes through, then I could get rid of Hub Super, but until then, like, I yeah. I I don't understand why Zurich could be the the top arrow if it comes through, and I still keep everything else. Sorry. You lost me.\n\nChannel 0: Oh, a 100%. So if it comes through perfectly fine, it'll just be replaced. We cancel the hub cover. 100%.\n\nChannel 1: Okay. Yeah.\n\nChannel 0: If\n\nChannel 1: Okay.\n\nChannel 0: it\n\nChannel 1: I'm\n\nChannel 0: comes through\n\nChannel 1: on the\n\nChannel 0: with\n\nChannel 1: same\n\nChannel 0: an\n\nChannel 1: page.\n\nChannel 0: exclusion that you don't currently have, I don't want you like, if they go, oh, lower back exclusion, but hub doesn't, I'd rather you still be able to claim on that for that portion.\n\nChannel 1: Okay. Yeah.\n\nChannel 0: Cool. So\n\nChannel 1: Got\n\nChannel 0: if you're\n\nChannel 1: it.\n\nChannel 0: happy with that, we can\n\nChannel 1: Yep.\n\nChannel 0: shoot it through. I've got Jack that will kind of keep alongside the underwriting process and check how it's going when they do the doctor's report. The\n\nChannel 1: Mhmm.\n\nChannel 0: only thing that you may need to do is a quick declaration of good health where they say, look. From that application, has anything changed from then till now? Tick off being, yep, happy days, and they can continue with the process. Would that be okay?\n\nChannel 1: Yeah. That's fine.\n\nChannel 0: Awesome. Outside of that, I do have some good news for you. We switched over the menu in your Hub 24, switched\n\nChannel 1: Uh-huh.\n\nChannel 0: the investments around a month ago. And since then, everything's kind of just shot up about $5,000. So you've had some really good growth out of it.\n\nChannel 1: Nice.\n\nChannel 0: Obviously, we're not out of the woods just yet with everything going on in the\n\nChannel 1: Yep.\n\nChannel 0: world, but so far so good. Like, it got the growth I was expecting it to do compared to the stock market's jump that happened in the last month.\n\nChannel 1: Mhmm. Yeah. Cool.\n\nChannel 0: Cool. One thing that we do do and we're pretty careful on is we just wanna make sure that every strategy is is properly implemented first before we do anything at the end. So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee. So there's nothing currently on your account for ongoing service\n\nChannel 1: Mhmm.\n\nChannel 0: fees or implementation. I\n\nChannel 1: Okay.\n\nChannel 0: wanna see if the Zurich gets through okay first. And then if that's all good, then I'll get Jack to send out that that fee agreement for you.\n\nChannel 1: Yeah. Cool.\n\nChannel 0: So is that okay? I I feel like we're just trying to be a bit more reasonable with it. Let's do the work first before we get paid for it.\n\nChannel 1: Yeah. No. That's that's good.\n\nChannel 0: Amazing.\n\nChannel 1: I work in government, so that's the practice here. Receive the goods before you pay. But\n\nChannel 0: Awesome.\n\nChannel 1: that all comes out of my super. Right?\n\nChannel 0: Yes. Yep.\n\nChannel 1: Yeah.\n\nChannel 0: So\n\nChannel 1: Yeah.\n\nChannel 0: what tends\n\nChannel 1: Cool.\n\nChannel 0: to\n\nChannel 1: Cool.\n\nChannel 0: happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate. And then\n\nChannel 1: Mhmm.\n\nChannel 0: the service fee basically clicks on for twelve months on a monthly basis. And then we do an annual review, see if you're still comfortable with everything, make some changes to the strategies, and we go through a pack then as well. It's not a, like, lock in contract, so to speak. It's a twelve month consent because we need yearly consent from you. But if at any\n\nChannel 1: Mhmm.\n\nChannel 0: point you're not happy with the service, you can cancel. You can let us know, and we can try and move it around for you.\n\nChannel 1: Mhmm. Sure. Yep.\n\nChannel 0: Awesome. Jennifer, thank you so much for calling back today and going through this extra information with me. I really appreciate it. Do you have any questions for me before I let you go?\n\nChannel 1: No. Not all good.\n\nChannel 0: Amazing. I will talk to Jack as soon as he's off the phone. We will try and get that application progressing. If there's that declaration of good health, I'll send you a text before he emails it out to you.\n\nChannel 1: Okay. Great. Thank you.\n\nChannel 0: Fantastic. Have a fantastic day at work, and fingers crossed. We'll get some good news for you soon.\n\nChannel 1: Yeah. Sounds good. Alright. Thanks. Bye.\n\nChannel 0: Thanks, Jen. Bye.","paragraphs":[{"sentences":[{"text":"Hi, Jennifer.","start":1.5999999,"end":2.3999999,"sentiment":"neutral","sentiment_score":0.12400007247924805},{"text":"Tommy here, senior adviser.","start":2.3999999,"end":3.6799998,"sentiment":"neutral","sentiment_score":0.14653590321540833},{"text":"Thank you so much for calling back in.","start":3.6799998,"end":5.46,"sentiment":"positive","sentiment_score":0.6097808852791786}],"sentiment":"positive","sentiment_score":0.40802791714668274,"channel":0,"num_words":14,"start":1.5999999,"end":5.46},{"sentences":[{"text":"That's alright.","start":5.7599998,"end":6.24,"sentiment":"neutral","sentiment_score":0.20499510318040848},{"text":"Sorry.","start":6.24,"end":6.48,"sentiment":"neutral","sentiment_score":-0.2049451470375061},{"text":"I got stuck in a meeting with my boss, so I couldn't just blow him off.","start":6.48,"end":10.179999,"sentiment":"negative","sentiment_score":-0.4366159811615944}],"sentiment":"negative","sentiment_score":-0.3568847704874842,"channel":1,"num_words":19,"start":5.7599998,"end":10.179999},{"sentences":[{"text":"No.","start":10.48,"end":10.719999,"sentiment":"neutral","sentiment_score":-0.13540175557136536},{"text":"That's totally okay.","start":10.719999,"end":11.679999,"sentiment":"neutral","sentiment_score":0.08212594439586003},{"text":"I know we had you booked in for a bit of a tentative time, so I do appreciate that.","start":11.679999,"end":15.005,"sentiment":"neutral","sentiment_score":0.3238909566088727},{"text":"Are you kind of, like, on lunch at the moment?","start":15.005,"end":16.925,"sentiment":"neutral","sentiment_score":0.04319573268294334},{"text":"Is is now a","start":16.925,"end":17.885,"sentiment":"neutral","sentiment_score":-0.0028218517545610666}],"sentiment":"neutral","sentiment_score":0.18069119386475635,"channel":0,"num_words":37,"start":10.48,"end":17.885},{"sentences":[{"text":"No.","start":17.884998,"end":18.045,"sentiment":"neutral","sentiment_score":-0.03034094348549843}],"sentiment":"neutral","sentiment_score":-0.03034094348549843,"channel":1,"num_words":1,"start":17.884998,"end":18.045},{"sentences":[{"text":"bad","start":17.885,"end":18.205,"sentiment":"neutral","sentiment_score":-0.03361513465642929}],"sentiment":"neutral","sentiment_score":-0.03361513465642929,"channel":0,"num_words":1,"start":17.885,"end":18.205},{"sentences":[{"text":"That's","start":18.045,"end":18.365,"sentiment":"neutral","sentiment_score":-0.010170046240091324}],"sentiment":"neutral","sentiment_score":-0.010170046240091324,"channel":1,"num_words":1,"start":18.045,"end":18.365},{"sentences":[{"text":"time?","start":18.205,"end":18.705,"sentiment":"neutral","sentiment_score":0.005980148911476135}],"sentiment":"neutral","sentiment_score":0.005980148911476135,"channel":0,"num_words":1,"start":18.205,"end":18.705},{"sentences":[{"text":"alright.","start":18.365,"end":18.685,"sentiment":"neutral","sentiment_score":0.07611878216266632},{"text":"I'm free now.","start":18.685,"end":19.564999,"sentiment":"neutral","sentiment_score":0.1345083067814509},{"text":"Yep.","start":19.564999,"end":20.064999,"sentiment":"neutral","sentiment_score":0.21204213798046112},{"text":"Good.","start":20.205,"end":20.705,"sentiment":"positive","sentiment_score":0.5020425915718079}],"sentiment":"neutral","sentiment_score":0.198954738676548,"channel":1,"num_words":6,"start":18.365,"end":20.705},{"sentences":[{"text":"Amazing.","start":20.925,"end":21.425,"sentiment":"positive","sentiment_score":0.5680122375488281},{"text":"I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information.","start":22.205,"end":37.54,"sentiment":"neutral","sentiment_score":0.10971834075947602},{"text":"So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it.","start":38.0,"end":48.035,"sentiment":"neutral","sentiment_score":0.19669940463594487}],"sentiment":"neutral","sentiment_score":0.15567575651220977,"channel":0,"num_words":80,"start":20.925,"end":48.035},{"sentences":[{"text":"Mhmm.","start":48.795,"end":49.295,"sentiment":"neutral","sentiment_score":0.01060318760573864}],"sentiment":"neutral","sentiment_score":0.01060318760573864,"channel":1,"num_words":1,"start":48.795,"end":49.295},{"sentences":[{"text":"Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies.","start":49.695,"end":57.6,"sentiment":"neutral","sentiment_score":-0.021188881248235703},{"text":"That's kind of point number one.","start":57.739998,"end":59.519997,"sentiment":"neutral","sentiment_score":-0.032933435402810574},{"text":"And just trying to remember kind of, like, what we're doing and why and that sort of thing.","start":59.739998,"end":64.46,"sentiment":"neutral","sentiment_score":-0.05246687763267093},{"text":"So I'm looking at your statement of advice from when you came on board.","start":64.46,"end":68.854996,"sentiment":"neutral","sentiment_score":0.009829163551330566},{"text":"You've got, like, life insurance with your super in hub twenty four.","start":69.075,"end":72.195,"sentiment":"neutral","sentiment_score":-0.03199612442404032}],"sentiment":"neutral","sentiment_score":-0.025405619078530714,"channel":0,"num_words":78,"start":49.695,"end":72.195},{"sentences":[{"text":"You've got life insurance with Super SA.","start":72.195,"end":74.375,"sentiment":"neutral","sentiment_score":-0.05441637550081525},{"text":"You've got real insurance, and we were trying to apply for Zurich insurance.","start":74.674995,"end":79.715,"sentiment":"neutral","sentiment_score":-0.05466814740346028},{"text":"Does all of that ring a bell?","start":79.715,"end":81.33,"sentiment":"neutral","sentiment_score":-0.06376540501202856}],"sentiment":"neutral","sentiment_score":-0.05696142147536631,"channel":0,"num_words":27,"start":72.195,"end":81.33},{"sentences":[{"text":"Yeah.","start":81.93,"end":82.43,"sentiment":"neutral","sentiment_score":-0.04047378525137901},{"text":"I was gonna get rid of the hub twenty four one and do the Zurich instead.","start":82.65,"end":86.43,"sentiment":"neutral","sentiment_score":-0.09084163093939424},{"text":"I can't or shouldn't really get rid of my Super SA one because I can't get rid of my Super SA one without losing lots of money trying to convert it over because it's untaxed SA government account.","start":87.134995,"end":98.674995,"sentiment":"neutral","sentiment_score":-0.10962774276145194},{"text":"And it also covers me for 75% of","start":98.814995,"end":102.115,"sentiment":"neutral","sentiment_score":0.0339351468719542}],"sentiment":"neutral","sentiment_score":-0.08552877667049567,"channel":1,"num_words":63,"start":81.93,"end":102.115},{"sentences":[{"text":"You got the income protection there.","start":103.585,"end":105.265,"sentiment":"neutral","sentiment_score":0.0031743630145986876},{"text":"Yeah.","start":105.265,"end":105.765,"sentiment":"neutral","sentiment_score":0.014680865220725536}],"sentiment":"neutral","sentiment_score":0.00481814904404538,"channel":0,"num_words":7,"start":103.585,"end":105.765},{"sentences":[{"text":"income protection.","start":105.46,"end":106.36,"sentiment":"neutral","sentiment_score":-0.016049460507929325},{"text":"So that's why I'm keeping that one.","start":106.42,"end":109.24,"sentiment":"neutral","sentiment_score":0.07043669106704849},{"text":"And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it.","start":109.38,"end":116.705,"sentiment":"negative","sentiment_score":-0.3753678249195218},{"text":"So","start":116.705,"end":117.105,"sentiment":"neutral","sentiment_score":-0.15014611184597015}],"sentiment":"neutral","sentiment_score":-0.25582399980767684,"channel":1,"num_words":34,"start":105.46,"end":117.105},{"sentences":[{"text":"Yeah.","start":116.85,"end":117.17,"sentiment":"neutral","sentiment_score":-0.15420019626617432}],"sentiment":"neutral","sentiment_score":-0.15420019626617432,"channel":0,"num_words":1,"start":116.85,"end":117.17},{"sentences":[{"text":"they","start":117.105,"end":117.265,"sentiment":"neutral","sentiment_score":-0.24012728035449984}],"sentiment":"neutral","sentiment_score":-0.24012728035449984,"channel":1,"num_words":1,"start":117.105,"end":117.265},{"sentences":[{"text":"It's","start":117.17,"end":117.49,"sentiment":"neutral","sentiment_score":-0.2765238583087921}],"sentiment":"neutral","sentiment_score":-0.2765238583087921,"channel":0,"num_words":1,"start":117.17,"end":117.49},{"sentences":[{"text":"just","start":117.265,"end":117.505005,"sentiment":"neutral","sentiment_score":-0.2774122953414917}],"sentiment":"neutral","sentiment_score":-0.2774122953414917,"channel":1,"num_words":1,"start":117.265,"end":117.505005},{"sentences":[{"text":"not","start":117.49,"end":117.649994,"sentiment":"neutral","sentiment_score":-0.29169565439224243}],"sentiment":"neutral","sentiment_score":-0.29169565439224243,"channel":0,"num_words":1,"start":117.49,"end":117.649994},{"sentences":[{"text":"said","start":117.505005,"end":118.005005,"sentiment":"negative","sentiment_score":-0.3666210472583771}],"sentiment":"negative","sentiment_score":-0.3666210472583771,"channel":1,"num_words":1,"start":117.505005,"end":118.005005},{"sentences":[{"text":"actually hurting the back pocket too much.","start":117.649994,"end":119.67,"sentiment":"negative","sentiment_score":-0.544795538697924}],"sentiment":"negative","sentiment_score":-0.544795538697924,"channel":0,"num_words":7,"start":117.649994,"end":119.67},{"sentences":[{"text":"no.","start":119.265,"end":119.745,"sentiment":"neutral","sentiment_score":-0.07850636541843414},{"text":"So","start":119.745,"end":119.905,"sentiment":"neutral","sentiment_score":0.12461725622415544}],"sentiment":"neutral","sentiment_score":0.02305544540286065,"channel":1,"num_words":2,"start":119.265,"end":119.905},{"sentences":[{"text":"Perfect.","start":119.795,"end":120.295,"sentiment":"positive","sentiment_score":0.42385637760162354}],"sentiment":"positive","sentiment_score":0.42385637760162354,"channel":0,"num_words":1,"start":119.795,"end":120.295},{"sentences":[{"text":"they said just keep it.","start":119.905,"end":121.345,"sentiment":"neutral","sentiment_score":0.2639115422964096},{"text":"The reason I wanted to go to Zurich is because I need more cover if something was to happen to me so my loved ones aren't left with debt.","start":121.345,"end":128.725,"sentiment":"neutral","sentiment_score":-0.0057630508110441},{"text":"I don't have","start":128.90001,"end":129.72,"sentiment":"neutral","sentiment_score":-0.05314943939447403}],"sentiment":"neutral","sentiment_score":0.02683732215617154,"channel":1,"num_words":37,"start":119.905,"end":129.72},{"sentences":[{"text":"Yeah.","start":129.39499,"end":129.89499,"sentiment":"neutral","sentiment_score":-0.03066140040755272}],"sentiment":"neutral","sentiment_score":-0.03066140040755272,"channel":0,"num_words":1,"start":129.39499,"end":129.89499},{"sentences":[{"text":"any dependents, but I've got a sister and a mom and a dad and lots of friends and 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nephews.","start":136.42001,"end":137.16,"sentiment":"neutral","sentiment_score":-0.07746371626853943}],"sentiment":"neutral","sentiment_score":-0.07746371626853943,"channel":1,"num_words":2,"start":136.42001,"end":137.16},{"sentences":[{"text":"the the disability insurance is a pretty big one for you too because it's a similar 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They discuss exclusions and conditions affecting coverage, including mental health. The agent explains that insurers may remove exclusions and offers standard coverage for mental health coverage. They also discuss the process for finding a doctor's report and the possibility of a loading increase premiums. The agent explains that they remove exclusions for those with suicidal thoughts and will send out doctor's reports. They also discuss a new fee agreement and service fees, and the agent assures the customer they will try to move coverage around. The agent offers to send a new application if needed."},"intents":{"segments":[{"text":"I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information. So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it. Mhmm.","start_word":81,"end_word":160,"intents":[{"intent":"Discuss insurance options and application process","confidence_score":0.00019474857},{"intent":"Obtain advice on insurance policies","confidence_score":0.00030599837}]},{"text":"Cover the gap, essentially. Right? Yeah.","start_word":535,"end_word":540,"intents":[{"intent":"Cover the gap and keep insurance","confidence_score":0.000013223353}]},{"text":"I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy. Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense. Why would it be declined?","start_word":664,"end_word":727,"intents":[{"intent":"Update application","confidence_score":0.000029143635}]},{"text":"So you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD. Yeah.","start_word":1016,"end_word":1037,"intents":[{"intent":"Address mental health concerns","confidence_score":0.017139325}]},{"text":"And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP? Just GP.","start_word":1318,"end_word":1343,"intents":[{"intent":"Explain treatment options","confidence_score":0.01569758}]},{"text":"So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee.","start_word":1935,"end_word":1957,"intents":[{"intent":"Confirm fee submission and approval","confidence_score":0.000067201974}]},{"text":"wanna see if the Zurich gets through okay first. And then if that's all good, then I'll get Jack to send out that that fee agreement for you. Yeah. Cool.","start_word":1973,"end_word":2002,"intents":[{"intent":"Send fee agreement","confidence_score":0.20706044},{"intent":"Review service agreement","confidence_score":0.001515671}]},{"text":"happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate. And then Mhmm.","start_word":2074,"end_word":2096,"intents":[{"intent":"Receive rebate","confidence_score":0.30609328}]},{"text":"But if at any Mhmm. point you're not happy with the service, you can cancel. You can let us know, and we can try and move it around for you. Mhmm.","start_word":2161,"end_word":2191,"intents":[{"intent":"Cancel service","confidence_score":0.020278366}]}]},"sentiments":{"segments":[{"text":"Hi, Jennifer. Tommy here, senior adviser.","start_word":0,"end_word":5,"sentiment":"neutral","sentiment_score":0.1336589902639389},{"text":"Thank you so much for calling back in.","start_word":6,"end_word":13,"sentiment":"positive","sentiment_score":0.6079494953155518},{"text":"That's alright. Sorry.","start_word":14,"end_word":16,"sentiment":"neutral","sentiment_score":0.1025100275874138},{"text":"I got stuck in a meeting with my boss, so I couldn't just blow him off.","start_word":17,"end_word":32,"sentiment":"negative","sentiment_score":-0.4367043673992157},{"text":"No. That's totally okay. I know we had you booked in for a bit of a tentative time, so I do appreciate that. Are you kind of, like, on lunch at the moment? Is is now a No. bad That's time? alright. I'm free now. Yep.","start_word":33,"end_word":78,"sentiment":"neutral","sentiment_score":0.13750527799129486},{"text":"Good. Amazing.","start_word":79,"end_word":80,"sentiment":"positive","sentiment_score":0.5350273847579956},{"text":"I did wanna go over some pretty sort of sensitive information with you, if that's okay, just relating to the insurance side of things because I had to put the application on hold after you did the personal statement, medical occupational information. So what I really wanted to do was walk you through kind of what the outcome looks like, a few options there, and just kind of gauge from you which way you'd like to go about it. Mhmm. Now one of the notes I do have on file was I think you had a bit of a question about you've got so many different insurance policies. That's kind of point number one. And just trying to remember kind of, like, what we're doing and why and that sort of thing. So I'm looking at your statement of advice from when you came on board. You've got, like, life insurance with your super in hub twenty four. You've got life insurance with Super SA. You've got real insurance, and we were trying to apply for Zurich insurance. Does all of that ring a bell? Yeah. I was gonna get rid of the hub twenty four one and do the Zurich instead. I can't or shouldn't really get rid of my Super SA one because I can't get rid of my Super SA one without losing lots of money trying to convert it over because it's untaxed SA government account. And it also covers me for 75% of You got the income protection there. Yeah. income protection. So that's why I'm keeping that one.","start_word":81,"end_word":344,"sentiment":"neutral","sentiment_score":0.010711459823968737},{"text":"And then the real insurance, I was gonna get rid of, but it literally cost me, like, two cups of coffee to keep it.","start_word":345,"end_word":368,"sentiment":"negative","sentiment_score":-0.3797552287578583},{"text":"So Yeah.","start_word":369,"end_word":370,"sentiment":"neutral","sentiment_score":-0.15284883975982666},{"text":"they It's just not said actually hurting the back pocket too much.","start_word":371,"end_word":382,"sentiment":"negative","sentiment_score":-0.426685094833374},{"text":"no. So Perfect. they said just keep it. The reason I wanted to go to Zurich is because I need more cover if something was to happen to me so my loved ones aren't left with debt. I don't have Yeah. any dependents, but I've got a sister and a mom and a dad and lots of friends and lots But, also, of nieces even and nephews. the the disability insurance is a pretty big one for you too because it's a similar situation. Right? Is Yeah. if you've got all these debts to cover, Yes. if you're still here but you can never work again, you're in a similar situation, but you're also still here. You still Absolutely. need to eat. You still need Yeah. to live. That kind of thing. So exactly right. I just wanted to make sure we're on the same page that you were trying to get. Cover the gap, essentially. Right? Yeah.","start_word":383,"end_word":540,"sentiment":"neutral","sentiment_score":0.02206800691783428},{"text":"Perfect.","start_word":541,"end_word":541,"sentiment":"positive","sentiment_score":0.4403759241104126},{"text":"So what I can pretty much say straight away is that, obviously, Super SA was already recommended to keep, and that wouldn't have any kind of loadings Mhmm. and exclusions that may apply to a new policy. So 100%, we can keep that. If the real insurance isn't costing an arm and a leg, totally fine to keep that too. Mhmm. I would probably just say I wouldn't really cancel a little bit of life and TPD with Hub if it doesn't have those loadings and exclusions that you're likely going to get through the Zurich policy. Okay. So what I'm sort of thinking is the whole purpose of this is to do a bit of a top up. Now Yeah.","start_word":542,"end_word":662,"sentiment":"neutral","sentiment_score":0.0515703447163105},{"text":"I'm kind of happy to, I guess, shoot through the application and see what comes out of it in the end rather than trying to kind of weave anything and and repivot the strategy.","start_word":663,"end_word":696,"sentiment":"positive","sentiment_score":0.4893227517604828},{"text":"Like, I'm okay to submit it, but it may actually come back with, like, a decline as well, not just exclusions, if that makes sense. Why would it be declined? Sorry. When they go through, I guess, health information, it kind of gets to a point where it's like a three strikes and you're out for an underwriting standpoint, which you're kind of on the cusp for. A lot of the conditions you noted down seem to be okay. So I'll just run through a couple of them with you. There was a benign tumor in the neck, which benign is good. I'm assuming there's no kind of ongoing issues with that one or treatments or anything like that. Is that right? No. Nothing since 12/17. Perfect. When it comes to anything like mental health related or a specific body part, like lower back or spine or hips or knees, that's where you essentially get, like, an exclusion for that type of preexisting condition. There Mhmm. was, I think, a recent colonoscopy or endoscopy at the time as well. Did you already get the results back from those tests, or are they still kind of pending? No. It's just a routine one. Yeah. I got the all clear. So Yep. it's because it's there's, like, people in my family that have extended family, not even my direct family, Yeah. have had polyps and diverticulitis. So, yeah, I get my doctor just said to do it, like, routinely every two years. Just to check up, just to maintain, make Yeah. sure So nothing nothing pops was up. ever wrong with me. It's yeah.","start_word":697,"end_word":968,"sentiment":"neutral","sentiment_score":-0.02920074202120304},{"text":"Perfect.","start_word":969,"end_word":969,"sentiment":"positive","sentiment_score":0.4225381016731262},{"text":"And most of it, like you said, exactly right, is direct family. If it's mother, father, brother, or sister, that's more of an issue than extended family. Yeah. Doctors are really good at pinpointing extended family may have something hereditary, so keep an eye on things. So you you're pretty much looking at, at this point, a mental health and a lower back exclusion on the TPD. Yeah. Yeah. But my mental health is it's never played. It's fine now. But yeah. No. I get it. Okay. That's fine. Well, there is a threshold I've for it.","start_word":970,"end_word":1066,"sentiment":"neutral","sentiment_score":-0.06586758024299268},{"text":"never been So suicidal.","start_word":1067,"end_word":1070,"sentiment":"negative","sentiment_score":-0.373755007982254},{"text":"I've just had mental I've just had bouts of depression, a 100 environmental percent. depression. But And I'm sure a lot of people have it and just don't disclose it, so look at me being silly. But yeah. Okay. one of the cool things at least, and not so cool, I guess, about it is insurers are slowly coming around when it comes to mental health. So back in the Yeah. day, what they would do is anytime that there was a diagnosis and a treatment with a specialist or medication, instantly, there's an exclusion done. Then they got to the point where they said, okay. If you're five years treatment and medication free, two years, five years Yeah. when Yeah. you've Yeah. sort of succeeded in in support and so on, then they actually remove exclusions and go, you know what? We we might even offer it at standard cover if Yeah. there's no suicidal attempts, that kind of thing. Yeah. Yeah. They're getting very close to the point where they're gonna flip it and say, people who are seeking treatment get the standard rights and the people who have the undiagnosed issues that aren't seeking treatment, they're the ones that get the exclusions. So Yeah. can I just quickly ask you when it comes to the mental health side of things, are you currently on medication at the moment? No. No. I haven't No. And been for six, seven years, six years. Yeah. okay.","start_word":1071,"end_word":1316,"sentiment":"neutral","sentiment_score":-0.13380995276194765},{"text":"Perfect.","start_word":1317,"end_word":1317,"sentiment":"positive","sentiment_score":0.4191909432411194},{"text":"And, say, five, six years ago, you probably would have finished off some treatment with, I'm assuming, a psychiatrist or psychologist or just GP? Just GP. Yeah. Just GP.","start_word":1318,"end_word":1346,"sentiment":"neutral","sentiment_score":0.04626821354031563},{"text":"So everything seems very, very reasonable.","start_word":1347,"end_word":1352,"sentiment":"positive","sentiment_score":0.4242287874221802},{"text":"Routine checkups are fine. Previous history is fine. One thing that they will do is once you do disclose three, four, five things, is they will just shoot off a doctor's report. They do a it's called a PMAR. They shoot Yeah. off to get a doctor's report. They go through it. If it's all looking pretty kosher, they start ticking off each condition that was noted unless Yep. there was something that it's either, like, degrading, degradation in of the body. You know, if you Yeah. get arthritis, they know it's gonna get worse. Yeah. That kind of thing. So But isn't if that why your premiums go off every year? I don't understand.","start_word":1353,"end_word":1467,"sentiment":"neutral","sentiment_score":-0.0547383651137352},{"text":"they're a bit weird with it, and that's the thing I I dislike about insurance companies is Yeah.","start_word":1468,"end_word":1485,"sentiment":"negative","sentiment_score":-0.34800246357917786},{"text":"if they get enough things, they'll find an excuse to get you a loading, which may increase premiums by 50%, but then Yeah.","start_word":1486,"end_word":1508,"sentiment":"neutral","sentiment_score":-0.29062092304229736},{"text":"they also just increase premiums yearly due to age because of increased risk.","start_word":1509,"end_word":1521,"sentiment":"negative","sentiment_score":-0.35234391689300537},{"text":"Yeah. They try and find any excuse to double dip. Yeah. Yeah. Yeah. Okay. So if you're comfortable with all of the covers that you've got, like the Super SA, the Hub, the Real, why don't we just keep those as is? We try the Zurich application and see what comes back through the underwriting process Yeah. and just use it as the top up. Okay. Would that work out be okay for you? Well, I guess if Zurich comes through, then I could get rid of Hub Super, but until then, like, I yeah. I I don't understand why Zurich could be the the top arrow if it comes through, and I still keep everything else. Sorry. You lost me. Oh, a 100%. So if it comes through perfectly fine, it'll just be replaced. We cancel the hub cover. 100%. Okay. Yeah. If Okay. it I'm comes through on the with same an page. exclusion that you don't currently have, I don't want you like, if they go, oh, lower back exclusion, but hub doesn't, I'd rather you still be able to claim on that for that portion. Okay. Yeah. Cool. So Got if you're it.","start_word":1522,"end_word":1718,"sentiment":"neutral","sentiment_score":-0.052556834576017966},{"text":"happy with that, we can Yep.","start_word":1719,"end_word":1724,"sentiment":"positive","sentiment_score":0.33525386452674866},{"text":"shoot it through. I've got Jack that will kind of keep alongside the underwriting process and check how it's going when they do the doctor's report. The Mhmm. only thing that you may need to do is a quick declaration of good health where they say, look. From that application, has anything changed from then till now? Tick off being, yep, happy days, and they can continue with the process. Would that be okay? Yeah. That's fine.","start_word":1725,"end_word":1801,"sentiment":"neutral","sentiment_score":0.17285311222076416},{"text":"Awesome. Outside of that, I do have some good news for you.","start_word":1802,"end_word":1813,"sentiment":"positive","sentiment_score":0.5273823142051697},{"text":"We switched over the menu in your Hub 24, switched Uh-huh. the investments around a month ago.","start_word":1814,"end_word":1830,"sentiment":"neutral","sentiment_score":0.24838986992836},{"text":"And since then, everything's kind of just shot up about $5,000. So you've had some really good growth out of it. Nice.","start_word":1831,"end_word":1852,"sentiment":"positive","sentiment_score":0.5257430672645569},{"text":"Obviously, we're not out of the woods just yet with everything going on in the world, Yep.","start_word":1853,"end_word":1869,"sentiment":"neutral","sentiment_score":0.14088813960552216},{"text":"but so far so good. Like, it got the growth I was expecting it to do compared to the stock market's jump that happened in the last month.","start_word":1870,"end_word":1897,"sentiment":"positive","sentiment_score":0.3708690702915192},{"text":"Mhmm. Yeah.","start_word":1898,"end_word":1899,"sentiment":"neutral","sentiment_score":0.1510535478591919},{"text":"Cool. Cool.","start_word":1900,"end_word":1901,"sentiment":"positive","sentiment_score":0.39373522996902466},{"text":"One thing that we do do and we're pretty careful on is we just wanna make sure that every strategy is is properly implemented first before we do anything at the end. So we haven't submitted any kind of fee forms for the implementation costs until that's finalized, including any sort of adviser service fee. So there's nothing currently on your account for ongoing service Mhmm. fees or implementation. I Okay. wanna see if the Zurich gets through okay first. And then if that's all good, then I'll get Jack to send out that that fee agreement for you. Yeah. Cool. So is that okay? I I feel like we're just trying to be a bit more reasonable with it. Let's do the work first before we get paid for it. Yeah. No. That's that's good.","start_word":1902,"end_word":2037,"sentiment":"neutral","sentiment_score":0.08647932901101954},{"text":"Amazing. I work in government, so that's the practice here.","start_word":2038,"end_word":2047,"sentiment":"positive","sentiment_score":0.3647384345531464},{"text":"Receive the goods before you pay.","start_word":2048,"end_word":2053,"sentiment":"neutral","sentiment_score":0.25255221128463745},{"text":"But Awesome. that all comes out of my super.","start_word":2054,"end_word":2062,"sentiment":"positive","sentiment_score":0.527112603187561},{"text":"Right? Yes. Yep. Yeah. So Yeah. what tends Cool. to Cool. happen is that one off implementation fee from your advice document, that comes out and you get a 15% rebate. And then Mhmm. the service fee basically clicks on for twelve months on a monthly basis. And then we do an annual review, see if you're still comfortable with everything, make some changes to the strategies, and we go through a pack then as well. It's not a, like, lock in contract, so to speak. It's a twelve month consent because we need yearly consent from you. But if at any Mhmm. point you're not happy with the service, you can cancel. You can let us know, and we can try and move it around for you. Mhmm. Sure. Yep.","start_word":2063,"end_word":2193,"sentiment":"neutral","sentiment_score":0.06797820329666138},{"text":"Awesome. Jennifer, thank you so much for calling back today and going through this extra information with me. I really appreciate it.","start_word":2194,"end_word":2215,"sentiment":"positive","sentiment_score":0.6094549298286438},{"text":"Do you have any questions for me before I let you go? No. Not all good. Amazing. I will talk to Jack as soon as he's off the phone. We will try and get that application progressing. If there's that declaration of good health, I'll send you a text before he emails it out to you.","start_word":2216,"end_word":2271,"sentiment":"neutral","sentiment_score":0.15381492927138293},{"text":"Okay. Great. Thank you. Fantastic. Have a fantastic day at work, and fingers crossed. We'll get some good news for you soon. Yeah. Sounds good. Alright. Thanks. Bye. Thanks, Jen. Bye.","start_word":2272,"end_word":2302,"sentiment":"positive","sentiment_score":0.7065491676330566}],"average":{"sentiment":"neutral","sentiment_score":0.028911169342975516}}}}