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Her date of birth is the 08/04/1994. 90 Garong Avenue, Wallarat, Victoria 3750. Okay. That's what that's alright. What I'm actually asking, it doesn't actually apply to the account. It's a general insurance query. What we are wanting to understand is if a client transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection. Maybe we only wanna transfer the life. For example, how does how's that treated? The other way around. So if we were to transfer out of HESTA to another provider and the other the other provider took on the policy. Does HESTA treat a life and TPD income protection policy as one, or can you elect to just transfer one type? Okay. Yeah. Of course. Yeah. Yeah. Yep. Okay. Okay. Okay. That's that was the general query I needed to understand just for the client. A link. Yep. Yeah. Of course. Alright. Thank you very much for your time. I really appreciate it. See you later. 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about insurance. Hi, Danielle. My name is Jenna. Just let me bring that up for you. Sorry.\n\nI got a different screen open at the moment. The his the member number is 16338025. Katlego Saniki. Her date of birth is the 08/04/1994. 90 Garong Avenue, Wallarat, Victoria 3750.\n\nOkay. That's what that's alright. What I'm actually asking, it doesn't actually apply to the account. It's a general insurance query. What we are wanting to understand is if a client transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection.\n\nMaybe we only wanna transfer the life. For example, how does how's that treated? The other way around. So if we were to transfer out of HESTA to another provider and the other the other provider took on the policy. Does HESTA treat a life and TPD income protection policy as one, or can you elect to just transfer one type?\n\nOkay. Yeah. Of course. Yeah. Yeah.\n\nYep. Okay. Okay. Okay. That's that was the general query I needed to understand just for the client.\n\nA link. Yep. Yeah. Of course. Alright.\n\nThank you very much for your time. I really appreciate it. See you later. Bye.","paragraphs":[{"sentences":[{"text":"Query about insurance.","start":46.785,"end":48.085,"sentiment":"neutral","sentiment_score":0.02972293769319852},{"text":"Hi, Danielle.","start":323.145,"end":324.045,"sentiment":"neutral","sentiment_score":0.05396977253258228},{"text":"My name is Jenna.","start":324.26498,"end":325.385,"sentiment":"neutral","sentiment_score":0.08578628674149513},{"text":"Just let me bring that up for you.","start":325.385,"end":326.985,"sentiment":"neutral","sentiment_score":0.08616568986326456},{"text":"Sorry.","start":326.985,"end":327.225,"sentiment":"neutral","sentiment_score":-0.065171018242836}],"sentiment":"neutral","sentiment_score":0.06468933365411228,"num_words":18,"start":46.785,"end":327.225},{"sentences":[{"text":"I got a different screen open at the moment.","start":327.225,"end":329.245,"sentiment":"neutral","sentiment_score":-0.04367488270832433},{"text":"The his the member number is 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around.","start":450.88998,"end":452.09,"sentiment":"neutral","sentiment_score":-0.018087109550833702},{"text":"So if we were to transfer out of HESTA to another provider and the other the other provider took on the policy.","start":452.09,"end":459.685,"sentiment":"neutral","sentiment_score":-0.014508056581359018},{"text":"Does HESTA treat a life and TPD income protection policy as one, or can you elect to just transfer one type?","start":459.685,"end":469.86,"sentiment":"neutral","sentiment_score":-0.015831587303962027}],"sentiment":"neutral","sentiment_score":-0.012653298599676031,"num_words":61,"start":421.76,"end":469.86},{"sentences":[{"text":"Okay.","start":472.9,"end":473.4,"sentiment":"neutral","sentiment_score":-0.014528807252645493},{"text":"Yeah.","start":474.9,"end":475.21997,"sentiment":"neutral","sentiment_score":0.007461978122591972},{"text":"Of 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time.","start":497.73688,"end":499.17688,"sentiment":"positive","sentiment_score":0.43011332409722464},{"text":"I really appreciate it.","start":499.17688,"end":501.11688,"sentiment":"positive","sentiment_score":0.37760716676712036},{"text":"See you later.","start":502.85687,"end":503.57687,"sentiment":"neutral","sentiment_score":0.18083156645298004},{"text":"Bye.","start":503.57687,"end":504.07687,"sentiment":"neutral","sentiment_score":0.1857069730758667}],"sentiment":"positive","sentiment_score":0.34996157387892407,"num_words":15,"start":497.73688,"end":504.07687}]}}]},{"alternatives":[{"transcript":"Welcome to HESTA Industry Super. If you're a HESTA member, press 1. Third party authority, press 2. Employer, press 3. And for all other inquiries, press 4. Sorry. That's not one of the options. If you're a HESTA member, press 1. Third party authority inquiries, press 2. Employer, press 3. And for all other inquiries, press 4. To help me direct your call, please tell me how I can help you today. To assist you using your keypad, please enter the member number you're calling about. Please hold while we transfer your call to a member of our team. This call may be recorded for training and quality assurance purposes. If you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative. Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au. You can also ask us to send you a copy of the HESTA privacy policy. Thank you for holding. Please note, call volumes are currently high, and wait times may be extensive. Key services, including your online account and the Hester app, are now ready to use again. Save time by logging in to your online account to self serve. Morning. History. You're speaking with Danielle. To support with your inquiry, I just need to do a quick security check. Can I please start with the member number? Thank you. That's alright. Thank you. And the member's full name? Thank you. Date of birth? And residential address, including the state and the postcode? Thank you. And let me check the authority on the account. One sec. There is no active authority on this account. Mhmm. Okay. Okay. Mhmm. So so if let me just kinda confirm. So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over. Is is that what is that the question? Or do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something. Is that how are you what you're thinking? Okay. Mhmm. No. So you can it's retro yes. Yes. You can. Yes. But if TPD and just cover kinda come together, remember? Yes. Yep. Yeah. Yeah. Yeah. Yeah. But you could you could just bring those two over, but not the income protection. Correct? Yes. Yeah. Yeah. Yeah. Yeah. They're all through in actual fact, they're three separate kind of policies, but, obviously, TPD and and death kind of kind of a link. That's the other thing. Yeah. Yeah. Okay. That's okay. Alright. That's okay. Alright. Thank you. Take care. Alright. Bye bye. 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to HESTA Industry Super. If you're a HESTA member, press 1. Third party authority, press 2. Employer, press 3. And for all other inquiries, press 4.\n\nSorry. That's not one of the options. If you're a HESTA member, press 1. Third party authority inquiries, press 2. Employer, press 3.\n\nAnd for all other inquiries, press 4. To help me direct your call, please tell me how I can help you today. To assist you using your keypad, please enter the member number you're calling about. Please hold while we transfer your call to a member of our team. This call may be recorded for training and quality assurance purposes.\n\nIf you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative. Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au. You can also ask us to send you a copy of the HESTA privacy policy. Thank you for holding. Please note, call volumes are currently high, and wait times may be extensive.\n\nKey services, including your online account and the Hester app, are now ready to use again. Save time by logging in to your online account to self serve. Morning. History. You're speaking with Danielle.\n\nTo support with your inquiry, I just need to do a quick security check. Can I please start with the member number? Thank you. That's alright. Thank you.\n\nAnd the member's full name? Thank you. Date of birth? And residential address, including the state and the postcode? Thank you.\n\nAnd let me check the authority on the account. One sec. There is no active authority on this account. Mhmm. Okay.\n\nOkay. Mhmm. So so if let me just kinda confirm. So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over. Is is that what is that the question?\n\nOr do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something. Is that how are you what you're thinking? Okay. Mhmm. No.\n\nSo you can it's retro yes. Yes. You can. Yes. But if TPD and just cover kinda come together, remember?\n\nYes. Yep. Yeah. Yeah. Yeah.\n\nYeah. But you could you could just bring those two over, but not the income protection. Correct? Yes. Yeah.\n\nYeah. Yeah. Yeah. They're all through in actual fact, they're three separate kind of policies, but, obviously, TPD and and death kind of kind of a link. That's the other thing.\n\nYeah. Yeah. Okay. That's okay. Alright.\n\nThat's okay. Alright. Thank you. Take care. Alright.\n\nBye bye. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to HESTA Industry Super.","start":0.79999995,"end":2.98,"sentiment":"positive","sentiment_score":0.3573214948177338},{"text":"If you're a HESTA member, press 1.","start":4.08,"end":6.5,"sentiment":"neutral","sentiment_score":0.12468770838209561},{"text":"Third party authority, press 2.","start":7.52,"end":9.86,"sentiment":"neutral","sentiment_score":0.04676560312509537},{"text":"Employer, press 3.","start":11.12,"end":12.82,"sentiment":"neutral","sentiment_score":0.05798767258723577},{"text":"And for all other inquiries, press 4.","start":12.88,"end":15.615,"sentiment":"neutral","sentiment_score":0.04474686272442341}],"sentiment":"neutral","sentiment_score":0.12520150019338838,"num_words":27,"start":0.79999995,"end":15.615},{"sentences":[{"text":"Sorry.","start":21.535,"end":21.775,"sentiment":"neutral","sentiment_score":-0.09512566775083542},{"text":"That's not one of the options.","start":21.775,"end":23.235,"sentiment":"neutral","sentiment_score":-0.23616066326697668},{"text":"If you're a HESTA member, press 1.","start":24.494999,"end":26.835,"sentiment":"neutral","sentiment_score":-0.017859845023070062},{"text":"Third party authority inquiries, press 2.","start":27.935,"end":30.914999,"sentiment":"neutral","sentiment_score":-0.0022790608927607536},{"text":"Employer, press 3.","start":32.16,"end":34.02,"sentiment":"neutral","sentiment_score":0.004889855006088813}],"sentiment":"neutral","sentiment_score":-0.07113536360228191,"num_words":23,"start":21.535,"end":34.02},{"sentences":[{"text":"And for all other inquiries, press 4.","start":34.559998,"end":37.14,"sentiment":"neutral","sentiment_score":0.03040039845343147},{"text":"To help me direct your call, please tell me how I can help you today.","start":38.8,"end":42.42,"sentiment":"neutral","sentiment_score":0.2868704815705617},{"text":"To assist you using your keypad, please enter the member number you're calling about.","start":47.774998,"end":52.355,"sentiment":"neutral","sentiment_score":0.05425968859344721},{"text":"Please hold while we transfer your call to a member of our team.","start":58.140003,"end":61.600002,"sentiment":"neutral","sentiment_score":-0.03171752980695321},{"text":"This call may be recorded for training and quality assurance purposes.","start":62.86,"end":66.24,"sentiment":"neutral","sentiment_score":-0.03741404295644977}],"sentiment":"neutral","sentiment_score":0.0741935548838228,"num_words":60,"start":34.559998,"end":66.24},{"sentences":[{"text":"If you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative.","start":67.740005,"end":73.520004,"sentiment":"neutral","sentiment_score":-0.13854193120546962},{"text":"Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au.","start":75.225006,"end":84.925,"sentiment":"neutral","sentiment_score":-0.018557911093991537},{"text":"You can also ask us to send you a copy of the HESTA privacy policy.","start":86.29,"end":89.909996,"sentiment":"neutral","sentiment_score":0.01106501134733359},{"text":"Thank you for holding.","start":210.89,"end":211.95001,"sentiment":"neutral","sentiment_score":0.1860387772321701},{"text":"Please note, call volumes are currently high, and wait times may be extensive.","start":212.55501,"end":216.815,"sentiment":"negative","sentiment_score":-0.4643858510714311}],"sentiment":"neutral","sentiment_score":-0.10859081346863582,"num_words":81,"start":67.740005,"end":216.815},{"sentences":[{"text":"Key services, including your online account and the Hester app, are now ready to use again.","start":217.595,"end":222.575,"sentiment":"neutral","sentiment_score":0.19787978194653988},{"text":"Save time by logging in to your online account to self serve.","start":223.035,"end":226.175,"sentiment":"neutral","sentiment_score":0.10419030177096526},{"text":"Morning.","start":314.875,"end":315.195,"sentiment":"neutral","sentiment_score":0.024491343647241592},{"text":"History.","start":315.195,"end":315.595,"sentiment":"neutral","sentiment_score":0.006361348554491997},{"text":"You're speaking with Danielle.","start":315.595,"end":316.735,"sentiment":"neutral","sentiment_score":0.040074887219816446}],"sentiment":"neutral","sentiment_score":0.13551506980815353,"num_words":34,"start":217.595,"end":316.735},{"sentences":[{"text":"To support with your inquiry, I just need to do a quick security check.","start":316.79498,"end":319.915,"sentiment":"neutral","sentiment_score":0.07176013211054462},{"text":"Can I please start with the member number?","start":319.915,"end":322.095,"sentiment":"neutral","sentiment_score":0.0384282898157835},{"text":"Thank you.","start":328.07498,"end":328.715,"sentiment":"neutral","sentiment_score":-0.009827905334532261},{"text":"That's alright.","start":328.715,"end":329.455,"sentiment":"neutral","sentiment_score":0.027009776793420315},{"text":"Thank you.","start":350.675,"end":351.315,"sentiment":"neutral","sentiment_score":0.19538289308547974}],"sentiment":"neutral","sentiment_score":0.06204277489866529,"num_words":28,"start":316.79498,"end":351.315},{"sentences":[{"text":"And the member's full name?","start":351.315,"end":353.015,"sentiment":"neutral","sentiment_score":0.09396760165691376},{"text":"Thank you.","start":356.995,"end":357.635,"sentiment":"neutral","sentiment_score":0.06758590415120125},{"text":"Date of birth?","start":357.635,"end":358.38,"sentiment":"neutral","sentiment_score":0.04434579238295555},{"text":"And residential address, including the state and the postcode?","start":366.14,"end":369.04,"sentiment":"neutral","sentiment_score":0.03846763653887643},{"text":"Thank you.","start":376.575,"end":377.315,"sentiment":"neutral","sentiment_score":0.1785130724310875}],"sentiment":"neutral","sentiment_score":0.06863247940228098,"num_words":21,"start":351.315,"end":377.315},{"sentences":[{"text":"And let me check the authority on the account.","start":377.855,"end":381.615,"sentiment":"neutral","sentiment_score":-0.037757238580120936},{"text":"One sec.","start":381.615,"end":382.595,"sentiment":"neutral","sentiment_score":-0.07499842718243599},{"text":"There is no active authority on this account.","start":389.13,"end":392.27002,"sentiment":"neutral","sentiment_score":-0.22891933657228947},{"text":"Mhmm.","start":398.33002,"end":398.83002,"sentiment":"neutral","sentiment_score":-0.04484902322292328},{"text":"Okay.","start":399.13,"end":399.63,"sentiment":"neutral","sentiment_score":-0.02342650666832924}],"sentiment":"neutral","sentiment_score":-0.11378296305026327,"num_words":21,"start":377.855,"end":399.63},{"sentences":[{"text":"Okay.","start":401.21002,"end":401.71002,"sentiment":"neutral","sentiment_score":-0.0021564941853284836},{"text":"Mhmm.","start":407.82498,"end":408.32498,"sentiment":"neutral","sentiment_score":-0.0037714727222919464},{"text":"So so if let me just kinda confirm.","start":427.96,"end":430.28,"sentiment":"neutral","sentiment_score":-0.0018572518602013588},{"text":"So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over.","start":430.28,"end":436.73502,"sentiment":"neutral","sentiment_score":-0.0025987482998364917},{"text":"Is is that what is that the question?","start":438.075,"end":440.255,"sentiment":"neutral","sentiment_score":-0.01634914509486407}],"sentiment":"neutral","sentiment_score":-0.00509402623200523,"num_words":42,"start":401.21002,"end":440.255},{"sentences":[{"text":"Or do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something.","start":440.315,"end":447.62,"sentiment":"neutral","sentiment_score":-0.018356526794377714},{"text":"Is that how are you what you're thinking?","start":447.62,"end":449.47998,"sentiment":"neutral","sentiment_score":-0.014866699115373194},{"text":"Okay.","start":455.22,"end":455.72,"sentiment":"neutral","sentiment_score":-0.009337468072772026},{"text":"Mhmm.","start":457.38,"end":457.88,"sentiment":"neutral","sentiment_score":-0.007636477705091238},{"text":"No.","start":467.985,"end":468.485,"sentiment":"neutral","sentiment_score":-0.02791993692517281}],"sentiment":"neutral","sentiment_score":-0.01747061239642113,"num_words":43,"start":440.315,"end":468.485},{"sentences":[{"text":"So you can it's retro yes.","start":468.54498,"end":470.54498,"sentiment":"neutral","sentiment_score":-0.01043824510027965},{"text":"Yes.","start":470.54498,"end":470.865,"sentiment":"neutral","sentiment_score":0.0283452570438385},{"text":"You can.","start":470.865,"end":471.525,"sentiment":"neutral","sentiment_score":0.028152452781796455},{"text":"Yes.","start":471.585,"end":471.99,"sentiment":"neutral","sentiment_score":0.018539901822805405},{"text":"But if TPD and just cover kinda come together, remember?","start":471.99,"end":474.88998,"sentiment":"neutral","sentiment_score":-0.005126422829926014}],"sentiment":"neutral","sentiment_score":-0.0005351817235350609,"num_words":20,"start":468.54498,"end":474.88998},{"sentences":[{"text":"Yes.","start":476.15,"end":476.63,"sentiment":"neutral","sentiment_score":0.028419580310583115},{"text":"Yep.","start":476.63,"end":477.03,"sentiment":"neutral","sentiment_score":0.022076796740293503},{"text":"Yeah.","start":477.03,"end":477.34998,"sentiment":"neutral","sentiment_score":0.01428902242332697},{"text":"Yeah.","start":477.34998,"end":477.50998,"sentiment":"neutral","sentiment_score":0.012948991730809212},{"text":"Yeah.","start":477.50998,"end":477.75,"sentiment":"neutral","sentiment_score":0.012246562168002129}],"sentiment":"neutral","sentiment_score":0.017996190674602987,"num_words":5,"start":476.15,"end":477.75},{"sentences":[{"text":"Yeah.","start":477.75,"end":477.91,"sentiment":"neutral","sentiment_score":0.0059029171243309975},{"text":"But you could you could just bring those two over, but not the income protection.","start":477.91,"end":481.77,"sentiment":"neutral","sentiment_score":-0.011984020719925563},{"text":"Correct?","start":481.91,"end":482.41,"sentiment":"neutral","sentiment_score":-0.003578806295990944},{"text":"Yes.","start":483.50998,"end":484.00998,"sentiment":"neutral","sentiment_score":0.009403206408023834},{"text":"Yeah.","start":484.55,"end":484.905,"sentiment":"neutral","sentiment_score":-0.00018088286742568016}],"sentiment":"neutral","sentiment_score":-0.008853361917365538,"num_words":19,"start":477.75,"end":484.905},{"sentences":[{"text":"Yeah.","start":485.865,"end":486.345,"sentiment":"neutral","sentiment_score":-0.006294349208474159},{"text":"Yeah.","start":486.345,"end":486.845,"sentiment":"neutral","sentiment_score":-0.005641380324959755},{"text":"Yeah.","start":487.145,"end":487.465,"sentiment":"neutral","sentiment_score":-0.009265413507819176},{"text":"They're all through in actual fact, they're three separate kind of policies, but, obviously, TPD and and death kind of kind of a link.","start":487.465,"end":494.38693,"sentiment":"neutral","sentiment_score":-0.017302020414111514},{"text":"That's the other thing.","start":494.38693,"end":495.60693,"sentiment":"neutral","sentiment_score":-0.0017130872001871467}],"sentiment":"neutral","sentiment_score":-0.01430006392840897,"num_words":31,"start":485.865,"end":495.60693},{"sentences":[{"text":"Yeah.","start":496.94693,"end":497.34695,"sentiment":"neutral","sentiment_score":0.05260006710886955},{"text":"Yeah.","start":497.34695,"end":497.84695,"sentiment":"neutral","sentiment_score":0.07308143377304077},{"text":"Okay.","start":498.70694,"end":499.20694,"sentiment":"positive","sentiment_score":0.388421893119812},{"text":"That's okay.","start":499.26694,"end":500.08694,"sentiment":"positive","sentiment_score":0.4206218123435974},{"text":"Alright.","start":500.22696,"end":500.62695,"sentiment":"neutral","sentiment_score":0.3110668361186981}],"sentiment":"neutral","sentiment_score":0.27773564246793586,"num_words":6,"start":496.94693,"end":500.62695},{"sentences":[{"text":"That's okay.","start":500.62695,"end":501.26694,"sentiment":"neutral","sentiment_score":0.2875474542379379},{"text":"Alright.","start":501.26694,"end":501.74695,"sentiment":"neutral","sentiment_score":0.3141852617263794},{"text":"Thank you.","start":501.74695,"end":502.48694,"sentiment":"positive","sentiment_score":0.4403880387544632},{"text":"Take care.","start":502.78696,"end":503.34695,"sentiment":"neutral","sentiment_score":0.2716456651687622},{"text":"Alright.","start":503.34695,"end":503.66693,"sentiment":"neutral","sentiment_score":0.20911410450935364}],"sentiment":"neutral","sentiment_score":0.31530771031975746,"num_words":8,"start":500.62695,"end":503.66693},{"sentences":[{"text":"Bye bye.","start":503.66693,"end":504.30695,"sentiment":"neutral","sentiment_score":0.11336984485387802},{"text":"Bye.","start":504.30695,"end":504.80695,"sentiment":"neutral","sentiment_score":-0.08984127640724182}],"sentiment":"neutral","sentiment_score":0.04563280443350474,"num_words":3,"start":503.66693,"end":504.80695}]}}]}],"paragraphs":{"transcript":"\nChannel 1: Welcome to HESTA Industry Super. If you're a HESTA member, press 1. Third party authority, press 2. Employer, press 3. And for all other inquiries, press 4.\n\nSorry. That's not one of the options. If you're a HESTA member, press 1. Third party authority inquiries, press 2. Employer, press 3.\n\nAnd for all other inquiries, press 4. To help me direct your call, please tell me how I can help you today.\n\nChannel 0: Query about insurance.\n\nChannel 1: To assist you using your keypad, please enter the member number you're calling about. Please hold while we transfer your call to a member of our team. This call may be recorded for training and quality assurance purposes. If you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative. Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au.\n\nYou can also ask us to send you a copy of the HESTA privacy policy. Thank you for holding. Please note, call volumes are currently high, and wait times may be extensive. Key services, including your online account and the Hester app, are now ready to use again. Save time by logging in to your online account to self serve.\n\nMorning. History. You're speaking with Danielle. To support with your inquiry, I just need to do a quick security check. Can I please start with the member number?\n\nChannel 0: Hi, Danielle. My name is Jenna. Just let me bring that up for you. Sorry. I got a different screen\n\nChannel 1: Thank\n\nChannel 0: open\n\nChannel 1: you.\n\nChannel 0: at the\n\nChannel 1: That's\n\nChannel 0: moment.\n\nChannel 1: alright.\n\nChannel 0: The his the member number is 16338025.\n\nChannel 1: Thank you. And the member's full name?\n\nChannel 0: Katlego Saniki.\n\nChannel 1: Thank you. Date of birth?\n\nChannel 0: Her date of birth is the 08/04/1994.\n\nChannel 1: And residential address, including the state and the postcode?\n\nChannel 0: 90 Garong Avenue, Wallarat, Victoria 3750.\n\nChannel 1: Thank you. And let me check the authority on the account. One sec. There is no active authority on this account.\n\nChannel 0: Okay. That's what that's alright. What I'm actually asking, it doesn't actually apply to\n\nChannel 1: Mhmm.\n\nChannel 0: the account. It's a\n\nChannel 1: Okay.\n\nChannel 0: general insurance query.\n\nChannel 1: Okay.\n\nChannel 0: What we are wanting to understand is if a client\n\nChannel 1: Mhmm.\n\nChannel 0: transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection. Maybe we only wanna transfer the life. For example, how does how's that treated?\n\nChannel 1: So so if let me just kinda confirm. So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over. Is is that what is that the question? Or do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something. Is that how are you what you're thinking?\n\nChannel 0: The other way around. So if we were to transfer out of HESTA to another\n\nChannel 1: Okay.\n\nChannel 0: provider and the other\n\nChannel 1: Mhmm.\n\nChannel 0: the other provider took on the policy. Does HESTA treat a life and TPD income protection policy as one, or can you elect to\n\nChannel 1: No.\n\nChannel 0: just transfer\n\nChannel 1: So you can\n\nChannel 0: one\n\nChannel 1: it's retro\n\nChannel 0: type?\n\nChannel 1: yes. Yes. You can. Yes. But if TPD and\n\nChannel 0: Okay.\n\nChannel 1: just cover kinda come together, remember?\n\nChannel 0: Yeah. Of course. Yeah. Yeah.\n\nChannel 1: Yes.\n\nChannel 0: Yep.\n\nChannel 1: Yep.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. Yeah. Yeah.\n\nChannel 0: Okay.\n\nChannel 1: Yeah. But you could you could just bring those two over, but not the income protection. Correct?\n\nChannel 0: Okay.\n\nChannel 1: Yes.\n\nChannel 0: That's that was\n\nChannel 1: Yeah.\n\nChannel 0: the general query I needed\n\nChannel 1: Yeah.\n\nChannel 0: to understand\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: just\n\nChannel 1: They're\n\nChannel 0: for\n\nChannel 1: all\n\nChannel 0: the\n\nChannel 1: through\n\nChannel 0: client.\n\nChannel 1: in actual fact, they're three separate kind of policies, but, obviously, TPD and and death kind of kind of a\n\nChannel 0: A\n\nChannel 1: link.\n\nChannel 0: link.\n\nChannel 1: That's the other thing.\n\nChannel 0: Yep. Yeah. Of course.\n\nChannel 1: Yeah. Yeah.\n\nChannel 0: Alright. Thank you very much for\n\nChannel 1: Okay.\n\nChannel 0: your time. I\n\nChannel 1: That's\n\nChannel 0: really appreciate\n\nChannel 1: okay. Alright.\n\nChannel 0: it.\n\nChannel 1: That's okay. Alright. Thank you. Take\n\nChannel 0: See\n\nChannel 1: care.\n\nChannel 0: you later.\n\nChannel 1: Alright.\n\nChannel 0: Bye.\n\nChannel 1: Bye bye. Bye.","paragraphs":[{"sentences":[{"text":"Welcome to HESTA Industry Super.","start":0.79999995,"end":2.98,"sentiment":"positive","sentiment_score":0.3573214948177338},{"text":"If you're a HESTA member, press 1.","start":4.08,"end":6.5,"sentiment":"neutral","sentiment_score":0.12468770838209561},{"text":"Third party authority, press 2.","start":7.52,"end":9.86,"sentiment":"neutral","sentiment_score":0.04676560312509537},{"text":"Employer, press 3.","start":11.12,"end":12.82,"sentiment":"neutral","sentiment_score":0.05798767258723577},{"text":"And for all other inquiries, press 4.","start":12.88,"end":15.615,"sentiment":"neutral","sentiment_score":0.04474686272442341}],"sentiment":"neutral","sentiment_score":0.12520150019338838,"channel":1,"num_words":27,"start":0.79999995,"end":15.615},{"sentences":[{"text":"Sorry.","start":21.535,"end":21.775,"sentiment":"neutral","sentiment_score":-0.09512566775083542},{"text":"That's not one of the options.","start":21.775,"end":23.235,"sentiment":"neutral","sentiment_score":-0.23616066326697668},{"text":"If you're a HESTA member, press 1.","start":24.494999,"end":26.835,"sentiment":"neutral","sentiment_score":-0.017859845023070062},{"text":"Third party authority inquiries, press 2.","start":27.935,"end":30.914999,"sentiment":"neutral","sentiment_score":-0.0022790608927607536},{"text":"Employer, press 3.","start":32.16,"end":34.02,"sentiment":"neutral","sentiment_score":0.004889855006088813}],"sentiment":"neutral","sentiment_score":-0.07113536360228191,"channel":1,"num_words":23,"start":21.535,"end":34.02},{"sentences":[{"text":"And for all other inquiries, press 4.","start":34.559998,"end":37.14,"sentiment":"neutral","sentiment_score":0.03040039845343147},{"text":"To help me direct your call, please tell me how I can help you today.","start":38.8,"end":42.42,"sentiment":"neutral","sentiment_score":0.2868704815705617}],"sentiment":"neutral","sentiment_score":0.20526636421511119,"channel":1,"num_words":22,"start":34.559998,"end":42.42},{"sentences":[{"text":"Query about insurance.","start":46.785,"end":48.085,"sentiment":"neutral","sentiment_score":0.02972293769319852}],"sentiment":"neutral","sentiment_score":0.02972293769319852,"channel":0,"num_words":3,"start":46.785,"end":48.085},{"sentences":[{"text":"To assist you using your keypad, please enter the member number you're calling about.","start":47.774998,"end":52.355,"sentiment":"neutral","sentiment_score":0.05425968859344721},{"text":"Please hold while we transfer your call to a member of our team.","start":58.140003,"end":61.600002,"sentiment":"neutral","sentiment_score":-0.03171752980695321},{"text":"This call may be recorded for training and quality assurance purposes.","start":62.86,"end":66.24,"sentiment":"neutral","sentiment_score":-0.03741404295644977},{"text":"If you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative.","start":67.740005,"end":73.520004,"sentiment":"neutral","sentiment_score":-0.13854193120546962},{"text":"Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au.","start":75.225006,"end":84.925,"sentiment":"neutral","sentiment_score":-0.018557911093991537}],"sentiment":"neutral","sentiment_score":-0.04291053822842138,"channel":1,"num_words":87,"start":47.774998,"end":84.925},{"sentences":[{"text":"You can also ask us to send you a copy of the HESTA privacy policy.","start":86.29,"end":89.909996,"sentiment":"neutral","sentiment_score":0.01106501134733359},{"text":"Thank you for 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birth?","start":357.635,"end":358.38,"sentiment":"neutral","sentiment_score":0.04434579238295555}],"sentiment":"neutral","sentiment_score":0.05364183709025383,"channel":1,"num_words":5,"start":356.995,"end":358.38},{"sentences":[{"text":"Her date of birth is the 08/04/1994.","start":359.675,"end":365.72,"sentiment":"neutral","sentiment_score":0.025596559845975468}],"sentiment":"neutral","sentiment_score":0.025596559845975468,"channel":0,"num_words":7,"start":359.675,"end":365.72},{"sentences":[{"text":"And residential address, including the state and the postcode?","start":366.14,"end":369.04,"sentiment":"neutral","sentiment_score":0.03846763653887643}],"sentiment":"neutral","sentiment_score":0.03846763653887643,"channel":1,"num_words":9,"start":366.14,"end":369.04},{"sentences":[{"text":"90 Garong Avenue, Wallarat, Victoria 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to understand is if a client","start":402.845,"end":408.305,"sentiment":"neutral","sentiment_score":-0.004546060506254434}],"sentiment":"neutral","sentiment_score":-0.004546060506254434,"channel":0,"num_words":10,"start":402.845,"end":408.305},{"sentences":[{"text":"Mhmm.","start":407.82498,"end":408.32498,"sentiment":"neutral","sentiment_score":-0.0037714727222919464}],"sentiment":"neutral","sentiment_score":-0.0037714727222919464,"channel":1,"num_words":1,"start":407.82498,"end":408.32498},{"sentences":[{"text":"transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection.","start":408.525,"end":421.46,"sentiment":"neutral","sentiment_score":-0.004248046631654424},{"text":"Maybe we only wanna transfer the life.","start":421.76,"end":424.42,"sentiment":"neutral","sentiment_score":-0.0029037115829331534},{"text":"For example, how does how's that treated?","start":424.64,"end":427.22,"sentiment":"neutral","sentiment_score":-0.003933745303324291}],"sentiment":"neutral","sentiment_score":-0.003990036528557539,"channel":0,"num_words":45,"start":408.525,"end":427.22},{"sentences":[{"text":"So so if let me just kinda confirm.","start":427.96,"end":430.28,"sentiment":"neutral","sentiment_score":-0.0018572518602013588},{"text":"So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over.","start":430.28,"end":436.73502,"sentiment":"neutral","sentiment_score":-0.0025987482998364917},{"text":"Is is that what is that the question?","start":438.075,"end":440.255,"sentiment":"neutral","sentiment_score":-0.01634914509486407},{"text":"Or do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something.","start":440.315,"end":447.62,"sentiment":"neutral","sentiment_score":-0.018356526794377714},{"text":"Is that how are you what you're thinking?","start":447.62,"end":449.47998,"sentiment":"neutral","sentiment_score":-0.014866699115373194}],"sentiment":"neutral","sentiment_score":-0.011429544814745896,"channel":1,"num_words":80,"start":427.96,"end":449.47998},{"sentences":[{"text":"The other way around.","start":450.88998,"end":452.09,"sentiment":"neutral","sentiment_score":-0.018087109550833702},{"text":"So if we were to transfer out of HESTA to 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took on the policy.","start":457.845,"end":459.685,"sentiment":"neutral","sentiment_score":-0.014090361738843577},{"text":"Does HESTA treat a life and TPD income protection policy as one, or can you elect to","start":459.685,"end":467.625,"sentiment":"neutral","sentiment_score":-0.014105890329708071}],"sentiment":"neutral","sentiment_score":-0.014101361157372594,"channel":0,"num_words":24,"start":457.845,"end":467.625},{"sentences":[{"text":"No.","start":467.985,"end":468.485,"sentiment":"neutral","sentiment_score":-0.02791993692517281}],"sentiment":"neutral","sentiment_score":-0.02791993692517281,"channel":1,"num_words":1,"start":467.985,"end":468.485},{"sentences":[{"text":"just transfer","start":468.165,"end":468.985,"sentiment":"neutral","sentiment_score":-0.03345399163663387}],"sentiment":"neutral","sentiment_score":-0.03345399163663387,"channel":0,"num_words":2,"start":468.165,"end":468.985},{"sentences":[{"text":"So you 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and","start":471.99,"end":473.03,"sentiment":"neutral","sentiment_score":-0.0017674646805971857}],"sentiment":"neutral","sentiment_score":0.011996298304034604,"channel":1,"num_words":9,"start":470.225,"end":473.03},{"sentences":[{"text":"Okay.","start":472.9,"end":473.4,"sentiment":"neutral","sentiment_score":-0.014528807252645493}],"sentiment":"neutral","sentiment_score":-0.014528807252645493,"channel":0,"num_words":1,"start":472.9,"end":473.4},{"sentences":[{"text":"just cover kinda come together, remember?","start":473.03,"end":474.88998,"sentiment":"neutral","sentiment_score":-0.007365728262811899}],"sentiment":"neutral","sentiment_score":-0.007365728262811899,"channel":1,"num_words":6,"start":473.03,"end":474.88998},{"sentences":[{"text":"Yeah.","start":474.9,"end":475.21997,"sentiment":"neutral","sentiment_score":0.007461978122591972},{"text":"Of 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The agent asks for the member's information and confirms that the call is being recorded. The customer asks about transferring their existing insurance policy to another provider and the agent explains that it is up to the customer to decide whether to transfer the policy or have the other provider take on the policy. The customer confirms that they want to transfer the policy and the call ends."},"intents":{"segments":[{"text":"If you're a HESTA member, press 1. Third party authority, press 2. Employer, press 3. And for all other inquiries, press 4. Sorry.","start_word":5,"end_word":27,"intents":[{"intent":"Guide callers","confidence_score":0.17191315}]},{"text":"What we are wanting to understand is if a client Mhmm. transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection. Maybe we only wanna transfer the life. For example, how does how's that treated?","start_word":366,"end_word":421,"intents":[{"intent":"Confirm policy coverage","confidence_score":0.008266508}]}]},"sentiments":{"segments":[{"text":"Welcome to HESTA Industry Super.","start_word":0,"end_word":4,"sentiment":"positive","sentiment_score":0.3555584251880646},{"text":"If you're a HESTA member, press 1. Third party authority, press 2. Employer, press 3. And for all other inquiries, press 4. Sorry. That's not one of the options. If you're a HESTA member, press 1. Third party authority inquiries, press 2. Employer, press 3. And for all other inquiries, press 4. To help me direct your call, please tell me how I can help you today. Query about insurance. To assist you using your keypad, please enter the member number you're calling about. Please hold while we transfer your call to a member of our team. This call may be recorded for training and quality assurance purposes. If you do not wish for this call to be recorded, you may choose to hang up or advise your contact center representative. Your personal information may be collected during this call and will be managed in accordance with Hester's privacy policy, which is available on our website, hester.com.au. You can also ask us to send you a copy of the HESTA privacy policy. Thank you for holding.","start_word":5,"end_word":180,"sentiment":"neutral","sentiment_score":0.013226198963820934},{"text":"Please note, call volumes are currently high, and wait times may be extensive.","start_word":181,"end_word":193,"sentiment":"negative","sentiment_score":-0.4439516067504883},{"text":"Key services, including your online account and the Hester app, are now ready to use again. Save time by logging in to your online account to self serve. Morning. History. You're speaking with Danielle. To support with your inquiry, I just need to do a quick security check. Can I please start with the member number? Hi, Danielle. My name is Jenna. Just let me bring that up for you. Sorry. I got a different screen Thank open you. at the That's moment. alright. The his the member number is 16338025. Thank you. And the member's full name? Katlego Saniki. Thank you. Date of birth? Her date of birth is the 08/04/1994. And residential address, including the state and the postcode? 90 Garong Avenue, Wallarat, Victoria 3750. Thank you. And let me check the authority on the account. One sec. There is no active authority on this account. Okay. That's what that's alright. What I'm actually asking, it doesn't actually apply to Mhmm. the account. It's a Okay. general insurance query. Okay. What we are wanting to understand is if a client Mhmm. transfers their existing group cover out, is that counted as one policy, or can you elect to have certain so say, for example, the client has life, TPD, and income protection. Maybe we only wanna transfer the life. For example, how does how's that treated? So so if let me just kinda confirm. So let's just say they were to wear super and they've got TPD and they've got income protection and they wanna bring those over. Is is that what is that the question? Or do you or they wanna they wanna have income protection with Chester, but they wanna bring over the TPD and the death cover from the other the other fund or something. Is that how are you what you're thinking? The other way around. So if we were to transfer out of HESTA to another Okay. provider and the other Mhmm. the other provider took on the policy. Does HESTA treat a life and TPD income protection policy as one, or can you elect to No. just transfer So you can one it's retro type? yes. Yes. You can. Yes. But if TPD and Okay. just cover kinda come together, remember? Yeah. Of course. Yeah. Yeah. Yes. Yep. Yep. Okay. Yeah. Yeah. Yeah. Okay. Yeah. But you could you could just bring those two over, but not the income protection. Correct? Okay. Yes. 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