Mrs Duncan
Josh receives a call from Mrs Duncan who tells us that her husband has passed away and doesn't know what to do about his pension. He was the policyholder and thinks she may also be on the policy as a dependent.
See how the TEXAS questions are used within this conversation.
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Josh "Thank you for agreeing to send us the death certificate Mrs Duncan. I hope I've managed to explain what happens next and again, I'm so sorry for your loss. If there's anything we can do to help, we're only a phone call away" |
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Mrs Duncan "Thank you. It's alot of reassurance knowing I'll have this money coming in still, you know, since he..." *** becomes upset *** "Sorry I didn't think I was going to do this." |
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Josh "Ah Mrs Duncan, I'm so sorry. Please take your time. " |
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Mrs Duncan "I didn't think I was going to be like this, I'm sorry. I've been so worried about everything, my husband used to deal with all our money. I don't know what I'm doing, I find it all really stressful. On top of losing Frank too. It's all a bit much but at least I know I'll still get some money each month"
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Josh "It must be so hard. I can only imagine what you're going through right now Mrs Duncan. Have you got any family or friends around you at the moment?"
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Mrs Duncan "My son's been helping around his work and what have you. My neighbours have as well. They've been really good to me, bringing me cakes and popping by every day." |
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Josh "I'm glad to hear Mrs Duncan, sounds like you've got a wonderful son and lovely neighbours. Do you mind if I ask whether your son is helping with the financial side of things too?" |
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Mrs Duncan "He's helping me read through all these letters and trying to explain what things mean. I struggle to read you see, because of my dyslexia. But I don't think he really understands what it all means so it's the blind leading the blind if you know what I mean."
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Josh "I understand and thank you for sharing you have dyslexia with me Mrs Duncan. Would you mind if I ask a few more questions to better understand how this impacts you managing your finances and how we may be able to support you?"
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Mrs Duncan "Yes of course"
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Josh uses the IDEA conversation model and during the course of the conversation, feels we should make a record so we can support Mrs Duncan now and in the future with our written communications. Though Mrs Duncan is clearly experiencing a loss, she doesn't seem to need any additional or different support from this directly. The support she needs is with her dyslexia. In line with GDPR, Josh decides to record the dyslexia only as this is relevant information we need to know in order to adapt our service. |
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Josh "Thank you for explaining what it's like living with dyslexia Mrs Duncan. I feel we can help you by adapting our written letters and emails to make it a bit easier the next time we write to you. Is this something you feel would help?" |
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Mrs Duncan "Yes actually that would be now you mention it. My bank does something like this and it makes it a lot easier to read." |
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Josh "Amazing. So that you don't need to tell us again and I can make sure we do this going forward, I'd like to make a note of what we talked about if that's ok?"
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Mrs Duncan "Yes yes of course." |
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Josh "Thank you Mrs Duncan. So you're aware, we won't share this information with anyone else OK! And going forward, we'll adapt our written letters and emails for you." |
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Mrs Duncan "That's really helpful Josh, you've been so kind to me. Thank you" |
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Josh "It's my pleasure Mrs Duncan. Is there anythng else I can help with?" Josh closes the call. Mrs Duncan was grateful and as glad she's got more from the conversation than she expected. |
After the call, Josh updates our notes with the minimum and relevant information only to allow us to adapt our written confirmation going forward.