{"vertical":"mortgage","store":"knowledge","purpose":"customer_communication_rag","chat_model":"gpt-4o-mini","embed_model":"local-hash-v1","dim":384,"count":108,"items":[{"id":"3d0c9173522b7797b1db065f4562705e2d8b7a5068c6e2b25986db880cee56a7","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Mortgage Protection — Communication Script","text":"Mortgage Protection — Communication Script\n\nUse this script to collect **mortgage-related customer details** for mortgage protection. This is not a refinance, a new loan, or a medical insurance conversation.\n\nDo not ask height, weight, BMI, tobacco, or disease / health history on this call. Capture only identity, loan, property, and household facts needed to size coverage around the mortgage.\n\n**Sale complete means:** issued policy (or submitted application pending issue) covering the mortgage balance for the named insured(s), with premium acknowledged and delivery/requirements cleared.\n\n**Compliance notes**\n- Agent must be licensed for the product and state.\n- Do not promise issue, rate, or premium until the carrier confirms.\n- Do not imply the lender requires this coverage.\n- Capture loan numbers accurately. Do not guess the remaining balance.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-0","file":"communication.md"},"vector":[-0.057354,0,0,0,0,0,-0.057354,0,0,0,0,0,0,0.057354,0,0.114708,0,0,-0.057354,0,-0.229416,0,0,0,0,0,0,0,-0.401478,0,0,0,0,0,0,0,-0.114708,0,-0.229416,0,0,0.057354,-0.114708,0,-0.057354,0,0,0,0,0,0,0,0,0,0,0,-0.057354,0,0,0,-0.057354,0,-0.172062,0,0,0,-0.057354,0,0,0.057354,0,0,0,0,0,0,0,0,0,0,-0.057354,0,-0.057354,0,0,0.114708,0,0,0,0,0,0.172062,-0.057354,0,0,0.057354,0,0,0,0.057354,0,0,0,0,0,0,0,0,0,0,0,0.28677,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.057354,0,0.229416,-0.057354,0.057354,-0.229416,0,0,0,-0.057354,0,0,0,-0.057354,0,0,0,-0.172062,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.057354,-0.057354,0.057354,0,0,0,0.057354,-0.057354,0,-0.172062,0,0,0,-0.057354,0.057354,0,0,-0.057354,0,0,0,0,0,0,0,0,0,0,0,-0.114708,0.114708,-0.057354,0,0,0,0,0,0,0,-0.114708,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.057354,0,-0.057354,0,0,0,0,0,0,0,0,0,0,0,0,0.057354,0,0,0,0,0,0,0,0,0,0,0,0.057354,-0.057354,0,-0.057354,0.057354,0,0,-0.114708,0,0,0,0,0,0,0,-0.057354,0,0,0,-0.057354,0,0,0,-0.28677,0,0,0,0,0,0,0.057354,0,0,0,0.057354,0,0,0,0.057354,0,0.172062,0,0,0,0,0,0,0,0,0,0,-0.057354,0.057354,-0.057354,0,0,0,-0.057354,0,0,0,0,0,0,0,0,0.057354,0,0,0,0.057354,0,0,0,0,0,0,0,0.057354,-0.057354,0,0,0,0,0,-0.057354,0,0,0,0,0,0,0.057354,0,0,0,0,0,0,0,0,0,0,0,0,-0.057354,0,0,0,-0.057354,0,0,0,0,0.114708,0,0,0,0.057354,0,0.114708,0,0,0,0,0,0,0,0,-0.057354,0,0,0.057354,0,0,0,0,0,0,0,0]},{"id":"af58cc15059c8f23408ffc4c887840b2e6d607d9b4f575f010a661084b8119cf","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Call objective","text":"Call objective\n\nMove from a loan lead to a complete **mortgage fact-find**, then quote or close:\n\n1. Confirm mortgage protection intent\n2. Capture demographics\n3. Capture loan and property facts\n4. Capture co-borrower / household and income when needed\n5. Confirm coverage amount vs remaining balance\n6. Get consent to apply\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-1","file":"communication.md"},"vector":[0,0,0,0.119523,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,-0.239046,0,-0.239046,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0.119523,0,0,0,0,0,0.239046,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.239046,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,-0.119523,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0.119523,0,0,-0.239046,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0.358569,-0.119523,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0.119523,0,0,-0.119523,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,-0.119523,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0.119523,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,-0.119523,0,0,0.119523,0,0,0,0.119523,0,0,0,0,0,0,0,0,-0.119523,0.119523,0,0.119523,0,0,0,0.239046,0,0,0,0,0,0,0,0.119523,0,0,-0.119523,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,-0.119523,0.119523,0,0,0,0,0,0,0,0]},{"id":"5d011b9539cb85aeb9e1c9063425fa8d1329742ddd3032e7593f1cd1cb7bcdb2","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Opening","text":"Opening\n\n**Goal:** Open a case with identity and loan context only.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-2","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.301511,0,0,0,0,0,-0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0,0,0,0,0,0,0.301511,0,0,0,0,0,0,0,0]},{"id":"a9c2f0265e577fba34bb13ffbc06de1014ff28bfa4577a52e7d67a1850dfa0b9","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> Hello, this is **[Name]** calling from **[Agency]**. May I speak with **[Customer Name]**?\n>\n> Thank you for taking my call. I’m reaching out about **mortgage protection** — coverage that can help protect the home loan if something happens to you. This is **not** a medical insurance plan and it is **not** a new mortgage or refinance.\n>\n> I’ll ask a few questions about you and the loan so we can see which mortgage protection options may fit **before** we apply anywhere. The conversation usually takes about **[8–12 minutes]**. Is now a good time?\n\nIf not now:\n\n> No problem. What day and time works better? I’ll call you then and keep this short.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-3","file":"communication.md"},"vector":[0,0,-0.060193,0,0,0,-0.180579,0,0,0.060193,0,0,0,0,-0.060193,0,0,0,-0.120386,0,0,0,0,0.060193,0,0,0,0,-0.42135,0,0,0,0,0,0,0,-0.060193,0.120386,-0.240772,0,0,0,-0.060193,0,0,0,0,0,0,0,0,0,0,0,-0.060193,0,0,0,0,0,0,0,-0.180579,0,0,0,-0.060193,0,-0.240772,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,-0.120386,0,0,0,0,0,-0.060193,0.060193,0,0,0,0,0,0,-0.060193,0,0,0,0,0.180579,0,0,0,0,0,0,0,0.060193,-0.060193,0,0,0,0,0.060193,0,0,0,0.180579,0,0,-0.060193,0,0,0,0,0,0,0,-0.060193,0,0,0,-0.060193,0,-0.060193,0.060193,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.060193,0,0,0,0.120386,0,0.060193,-0.300965,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.060193,0.060193,-0.120386,0.060193,0,0,0,0,0,0.060193,-0.060193,0,0,0,0,0,0,0,0,0,0,0,0,0.060193,0,0,0,0,0,0,0,0,0,0.060193,0,0,0,0,0,0.120386,-0.120386,0,0,0.060193,0,0,0,0,-0.060193,0,0,0,0,0,0,0.060193,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,-0.180579,0,0,0,-0.180579,0,0,0,0,0.060193,-0.120386,0.060193,0,0,0,0.240772,0,0,0,0.060193,0,0.060193,0,0,0,0,0,0,0,0,0,0,0,0.060193,0,0.120386,0,0,-0.060193,0,0,0.060193,0,0,0,0,0,0,0,0,0,0,0,0.060193,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.060193,0,0,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0.060193,0,0.060193,0,0,0,0,0,0,0,0,0,0,-0.060193,0.120386,0,0.060193,-0.120386,0,0,0,0,0]},{"id":"1fb7823080fe9723a4838e1fbae7130ffc9b5e54ddd94486d86422377c50cba9","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture now","text":"Capture now\n\n| Field | Ask |\n| --- | --- |\n| Full name | Confirm spelling |\n| Phone | Best number and time to reach |\n| Email | For quotes / e-app link |\n| State of residence | Where they currently live |\n| Lead source | Dialer / CRM / mortgage desk (internal) |\n| Approximate loan balance | If they already know it |\n| Closing date | If known / upcoming |\n\n**Exit gate:** Contactable person + state of residence known.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-4","file":"communication.md"},"vector":[-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0,-0.116248,0,-0.116248,0,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,-0.116248,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,-0.232495,0,0,0.116248,0,0.116248,0,0,0,0,0,0,-0.232495,0,0,0,-0.116248,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,-0.116248,0,0,0.116248,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.232495,0,0,0,0,0,0,0,0,0.232495,0,0,0,0,0,0,-0.232495,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0.116248,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,-0.232495,0,0,0,0,0,0,0.116248,0,0,0,0,-0.116248,0,0,0.116248,-0.232495,0.116248,0,0.116248,0,0,0,0,0,0,0,0.232495,0,0,0,0.232495,-0.116248,0,0,0,0,0,0,0]},{"id":"e591395627d1eb481abf2f6b073a9729cc2268a688259acbf441f4a3c19ea284","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Step 1 — Lock mortgage protection intent","text":"Step 1 — Lock mortgage protection intent\n\n**Goal:** Confirm this case is mortgage protection (not a loan change and not medical insurance).","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-5","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.3849,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.3849,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.3849,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"aa520f7afe7716c4d7fec3e41e0a2c02c4e31d958ad8a642ea61e0c82434c8ef","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> Just to confirm we’re on the same page: we’re looking at coverage that can help **pay off or cover the remaining mortgage** if you pass away, so your family is not left with the house payment.\n>\n> Who should this coverage protect — you, your spouse or co-borrower, or both of you?\n>\n> And is the goal to cover about the **remaining loan balance**, or did you have a different amount in mind?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-6","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0.071796,-0.071796,0,0,0,0,0,0,0.071796,0,0,0,0,0,0,0,0.071796,-0.071796,0,-0.071796,0,-0.646162,0,0,0,0,0,-0.143592,0,-0.143592,0,-0.071796,0,0,0,-0.071796,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,-0.143592,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.071796,0,0,0,0,0,0,0,0,0,0,0.143592,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,0,0,0,0,-0.071796,0,0,0,0,0.071796,0,0,0,0,0,0.071796,0,0.143592,-0.287183,0,0,0,0,0.071796,0,0,-0.071796,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.071796,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.143592,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,0,0.071796,0,0,0,0,0,0.071796,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.143592,0,0,0,0,0,-0.071796,0,0,0,-0.143592,0,0,0,0,0,0,0,0,0,0,0.143592,0,0,0,0,0,0.143592,0,0,0,0,0,0,0,0,0,0,0,0,0,0.215387,-0.215387,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.071796,0,0,0,0,0,0.071796,-0.143592,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.071796,0.071796,0,0.071796,0,0,0,0,-0.071796,0,0,0,0,0,-0.071796,0.071796,0,0,-0.143592,0,0,0,0,0]},{"id":"ba4a6ead0ce6beaa0169c7a384f0feacb7cd07499759f92d75c2f1fa37a15ec2","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture","text":"Capture\n\n| Field | Values |\n| --- | --- |\n| `intent` | `mortgage_protection` |\n| `coverage_on_whom` | primary / spouse / both |\n| Desired face | Approximate loan balance unless they specify otherwise |\n\n**If they want something else**\n- Refinance / lower rate / cash-out → explain this is protection on the existing loan, not a lender product.\n- Medical health insurance → stop this path.\n- Final expense / burial with no mortgage need → different product path.\n\n**Exit gate:** Intent saved; `coverage_on_whom` set.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-7","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.096674,0,0,0,0,0,0,0,0,0.193347,0,0,0,0,0,0,0,0,0,0,-0.096674,0,-0.096674,0,0,0,0,0,-0.193347,0,0,0,0,0,0,0,0,0,-0.193347,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,-0.096674,0,0,0,0,0,0,0,0,0,0,0,-0.193347,0,0,0,0,0,0,0,0,0,-0.290021,0,-0.096674,0,0,0,0,0,0,0,0,0.193347,-0.096674,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,0,0,0,0.096674,0,0.193347,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.193347,0,0,0,0.096674,0,0,0,0,0,0,0,0,0,0,0,0,-0.096674,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.096674,0,0,0.096674,0,0.096674,0,0,0,0,-0.193347,0.096674,0,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.096674,0,0,-0.290021,0,0,0.096674,0,0,0,0,0,0,0,0.193347,0,0,0,0,0,0,0,0,-0.096674,0,0,0,0,0,0,0,0,0,-0.193347,0,0,0,0,0.193347,0,0,0,0.096674,0,0,-0.096674,0,-0.096674,0,-0.096674,0,0,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,0,0.193347,0,0.096674,0,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,0,0,0,0,-0.096674,0,0,0,0,0,0,0,0,0,0,0.096674,0,0,0,0,0,0,0,0.096674,-0.096674,0,0,0,0,0,0,0.193347,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.096674,0,0.096674,0,0.193347,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.096674,0,0,0,0,0]},{"id":"b861dee14ad56f4b41ab1ddb9970e6793c9c73e68bafd0e934fb4e689dc32939","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Step 2 — Core demographics","text":"Step 2 — Core demographics\n\n**Goal:** Identify the person who would be covered.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-8","file":"communication.md"},"vector":[-0.288675,0.288675,0,0.288675,0,0,0,0,0,0,0,0,0,0,0,0.288675,0,0,0,0,0,0,0,0,0,0,0,0,-0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.288675,0,0,0,0,0,0,0,-0.288675,0,-0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.288675,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"b9cb468bd2da4557af3ed27a8d8f59cd0f32cef60f7adcfcaefd5afb186faf28","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> I need a few details about you so we can size this to your loan.\n>\n> What is your date of birth?\n>\n> And you are male or female, as it appears on identification?\n>\n> Are you a U.S. citizen or legal resident?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-9","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,-0.129099,0,0,0,0,0,0,0.129099,0,0,0,0,-0.387298,0,0,0,0,0,0,0,-0.129099,0,-0.129099,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.129099,0,0,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,-0.258199,0,0,0,0,0,0,0,0,0.129099,0,0.258199,0,0,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,-0.129099,0,-0.258199,0,0,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,0,0,0,0.129099,-0.258199,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.258199,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.129099,0,0,0,0,0.129099,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,-0.258199,0,0,0,0,0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,-0.129099,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.129099,0,0,0,0,0,0]},{"id":"473800a3cc4c3ceaccc0ce5eca80713edd690ca3b748851638d1d4bb44acd4ab","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture","text":"Capture\n\n| Field | Priority | Notes |\n| --- | --- | --- |\n| Date of birth / age | Required | Pricing and eligibility |\n| Sex | Required | Rate tables |\n| State of residence | Required | Product availability and compliance |\n| Citizenship / residency | Strongly recommended | Eligibility rules |\n\n**Exit gate:** Age and state present.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-10","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0.131306,0,0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.393919,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.131306,0,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.131306,0,0,0,0,0,0,0,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.131306,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.262613,0,0,0,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.131306,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,-0.262613,0,0,0,0,0,0,0,0,0,0,0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.131306,0,0,0,0,0,-0.262613,0,0,0,-0.393919,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.131306,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.131306,-0.262613,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.131306,-0.262613,0,0,0,0,0,0,0,0,0,0,0.131306,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"915c9e0d32934565db3e9fcfddfb440b1b2dbf4fa45c4f7b067765742d6793e5","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Step 3 — Loan and property facts","text":"Step 3 — Loan and property facts\n\n**Goal:** Enough mortgage data to size coverage.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-11","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.27735,0.27735,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.27735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"46d1b9237dd7ab7268dfcb71c8108080429aad0d77d07b8c99adf02a17c88bb5","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> Now I need the loan details.\n>\n> What is the **current remaining mortgage balance**, approximately?\n>\n> How many years are left on the loan, or what is the original term — for example 15 or 30 years?\n>\n> What is the approximate monthly mortgage payment, including taxes and insurance if you know it?\n>\n> Is this a purchase, refinance, or a loan you already have in place?\n>\n> When did you close, or when is closing scheduled?\n>\n> What type of property is it — primary home, second home, or investment?\n>\n> Is the property in the same state you live in, or a different state?\n>\n> Whose names are on the loan? Is there a co-borrower?\n>\n> Do you currently pay PMI, or lender-required mortgage insurance?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-12","file":"communication.md"},"vector":[0,0,0,0.047298,0,0,-0.047298,0.047298,0,0,0,0,0,0,-0.094597,0.047298,0,0,0,0,-0.047298,0,0,0,0,0,0,0,-0.614879,0,0,0,0,0.047298,-0.047298,0,0,0,-0.047298,0,0,0,-0.047298,0,0,0,0,0,0,0,0,0,0,0,-0.047298,0,0,0,-0.047298,0.047298,0,0.094597,-0.047298,0,0,0,0,0,-0.047298,0,0,0,0,0,0,0,0,0,0,0,-0.094597,0,0,0,0,0,0,0,0,0,-0.047298,0.189194,0,0.047298,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.047298,0,0.141895,0,0,-0.047298,0,0,0,-0.047298,0,-0.047298,0,0,0.047298,0,0,0,0,0,0.047298,0,0.047298,-0.331089,0,0,0,0,0.047298,0,0,-0.047298,0,0,0,-0.047298,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.141895,0,0,0,-0.047298,0,0,0.047298,0,0,0,0,-0.047298,0,-0.189194,0,0,0.047298,0,0.047298,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094597,0,0,-0.047298,0,0,0,0,0,0,0,0,0.047298,0,0,0,0.094597,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.047298,0,0,0,0,-0.094597,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.047298,0,0,0,0,0.047298,0,0.047298,0,0.047298,-0.094597,0,0,0,0,0.378387,0,0,0,0.094597,0,0,0,0,0,0,-0.047298,0.047298,0,0.047298,0,0,0,0.094597,0,0,0,0,0,0,0,0.189194,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.047298,0,0,0,-0.094597,0,0,0,0,0.047298,0,0,0,0,0,0,0,0,0,0.047298,0,0,-0.047298,0,0,0,0,0,0,0,-0.047298,0,0,0,0,0,-0.047298,0,0,0.047298,0,0,0,0,-0.047298,0,0,0,0,0,0,0.141895,0,0,0,0,-0.047298,0,0,0]},{"id":"88fd4fbd7c3ad37efde5e1f130e977991ea89859ec9837a9bc1c1cef7dcdbf86","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture","text":"Capture\n\n| Field | Priority | Notes |\n| --- | --- | --- |\n| `loan_balance` | Required | Face sizing |\n| `loan_term_years` | Required | Term match |\n| Monthly payment | Strongly recommended | Affordability context |\n| Loan purpose | Strongly recommended | Purchase / refinance / existing |\n| Closing date | Strongly recommended | New vs seasoned loan |\n| Property type | Strongly recommended | Primary / second / investment |\n| `property_state` | Strongly recommended | If different from residence |\n| Names on the note | Strongly recommended | Who owes the loan |\n| `co_borrower_flag` | Strongly recommended | Triggers spouse branch |\n| PMI / lender MI | Optional | Clarify this product is not PMI |\n\n**Agent note:** Suggested face amount should track the remaining loan balance. Flag if the requested amount is far above the loan or far above income.\n\n**Exit gate:** Age + `loan_balance` present.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-13","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.055556,0.055556,0,0.055556,0,0,0,0,0,0.111111,0,0,0,0,0,0,-0.055556,0,0,0,-0.055556,0,-0.277778,0,0,0.055556,0,0,-0.055556,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,0,0,0,0.055556,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,-0.055556,0,0,0,0,0,0,0,0,0.055556,0,0.444444,0,0.055556,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,0,0.055556,0,0.055556,-0.055556,0.055556,0,0,0,0,-0.111111,0,-0.055556,0,0,0,0,0,-0.055556,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.388889,0,0,0,0,0.055556,0,0,0,0,0,0,0,0,0,0,0,0.111111,0,0,0,0.444444,0,0,0,0.055556,0,0,0,0,-0.055556,0,0,0,-0.055556,0.055556,-0.055556,0,0,0,0,0,0,0.111111,0,0.111111,0,0,-0.166667,0.111111,-0.055556,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,0,0.055556,0,0,0,0.055556,-0.055556,0,0,0.055556,0,0,0,0,0,0,0,0.055556,0,0,0,0,-0.111111,0,0,0,-0.055556,0,0,0,0,0.055556,0,0.055556,0,0,0,0.111111,0,0,0,0,0,0,-0.055556,0,0,0,-0.111111,0,0,0,0,0,-0.055556,0,0,0,-0.055556,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.055556,0,0,0,0,0,0,0.111111,-0.055556,0,0,0,-0.111111,0.111111,0,0,0,0.055556,0,0,0,0,0,0,0,0,0,0.111111,0,0,0,0.055556,0,0,0,0,0,0,-0.055556,0,0,0,0,0.055556,0,0,0,0.166667,0,0,-0.111111,0,0,0,0,0.055556,0,0,0,0.055556,0,0,0,0,0,0,0,0]},{"id":"731630f8cf29f8bcf00788a3064d03b432547abc34339de27589a8130430ccd4","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Step 4 — Co-borrower, household, and income","text":"Step 4 — Co-borrower, household, and income\n\n**Goal:** Complete household and affordability knowledge for the mortgage.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-14","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.223607,0,0,0.223607,0,0,0,0,0,0,-0.447214,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,-0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.223607,-0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.447214,0,0,0,-0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,0,0]},{"id":"77cf380ee0698d043a1fc82a9840d2dc9bd16b677cb2b9470bbef640a6ab5ac3","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script (if co-borrower or covering spouse)","text":"Script (if co-borrower or covering spouse)\n\n> Because this loan has a co-borrower / you want both of you covered, I need a few details for your spouse or co-borrower.\n>\n> What is their full name, age or date of birth, and sex?\n>\n> Are they on the mortgage note, the deed, or both?\n>\n> Should coverage be on you only, them only, or both of you?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-15","file":"communication.md"},"vector":[-0.078326,0.078326,0,0,0,0,0,0.234978,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.156652,0,-0.469956,0,0,0,0,0,-0.234978,0,0,0,-0.078326,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,-0.156652,0,0,0,0,0,0,0,0,0.078326,0,0.078326,0,0,0,0,0,0,0,0.078326,0,0,0,0.156652,0,0,0,0,0,0.078326,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,-0.39163,0,0,0,-0.078326,0,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,-0.156652,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,0,0.078326,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.156652,0,0,0,0,0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078326,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078326,0,0,0,0,-0.234978,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.39163,0,0.078326,0,0,0,0,0,0]},{"id":"0da4893a912ad9812f7c6c020b66c456ce6010611c70c400f39f4690d7668b7b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script (income, beneficiary, existing coverage)","text":"Script (income, beneficiary, existing coverage)\n\n> For affordability and to keep the coverage amount reasonable next to the loan, what is your approximate annual household income?\n>\n> Who would you want as the beneficiary — the person who would receive the benefit to help with the mortgage?\n>\n> What is their relationship to you?\n>\n> Are you married? Do you have dependent children living in the home?\n>\n> Do you already have life insurance that could cover this mortgage? If yes, about what amount, and when does it expire?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-16","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0.062137,-0.062137,0.124274,0,0,0,0,-0.124274,0,0,0,0,0,0,0,-0.745644,0,0,0.062137,0,0,0,0,-0.248548,0,-0.124274,0,0,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.062137,0,0,0,0.062137,0,0,0,0.062137,0,0,0,0,0,0,0,0.062137,-0.062137,0,0,0,0,0,0,0.124274,0,0,0,0,0,0,0,0,0,0,0,0.124274,0,0,0,0,-0.062137,0.062137,0,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0.062137,0,0.062137,0,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0.062137,0,0,0,0,0,0,0,0,-0.124274,0,0,0,-0.062137,0,-0.062137,0,-0.124274,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062137,0,0,0,0,0,-0.062137,0,0,0.062137,0,0,0,0,0,0,-0.124274,0,0,0,0,0.124274,0,0,0,0.062137,0,0.124274,0,0,0,0,0,0,-0.124274,0,0,0,0,0.062137,0,0,-0.062137,0,0,0,0,0.186411,-0.062137,0,0,0,0,0,0,0,0,0,0,0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,0.124274,0,0,0,0,0,0,-0.062137,0,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.124274,0,0,0,0,0,0,0.062137,-0.062137,0,0,0,0,0,0,0,0,0,0,0,0,0.062137,0,0,-0.062137,0,0,0,0,0]},{"id":"f378a057c843640971f4c4e137e5789dfe046decb0e0253ae89722e1261d59a9","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture","text":"Capture\n\n| Field | When |\n| --- | --- |\n| Spouse / co-borrower name, age, sex | Joint loan or spouse coverage |\n| On note / on deed | Joint cases |\n| `coverage_on_whom` | Confirm again |\n| Annual income | Strongly recommended |\n| Beneficiary relationship | Strongly recommended |\n| Marital status | Strongly recommended |\n| Dependent children count | Strongly recommended |\n| Existing coverage amount and term | Strongly recommended |\n\n**Exit gate:** Spouse fields done if co-borrower; beneficiary known.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-17","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0.170872,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.256307,0,0,0,0,0,0,0,0,0,0,0,-0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.085436,0,0,0,0,0,0,0,0,0.085436,-0.256307,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.085436,0,0,0,0,0,0,0,-0.085436,0.085436,0,0,0,0,0,0,-0.085436,0,0,0,0,0,-0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.427179,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0.512615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.170872,0,0,0,0,0,-0.085436,0,-0.085436,0,0,0,0,0,0,0,-0.170872,0,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0.170872,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0.256307,-0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,0,0,0,0.085436,-0.085436,0,-0.085436,0,0,0,0,0.085436,0,0,0,0.085436,0,0,0,0,0,0,0,0,0,0,0,0.085436,0,0,-0.085436,0,0,0,0,0.085436,0,0.085436,0,0,-0.085436,0,0,0.170872,0,0,0,0,0,0,0,0]},{"id":"de99c578d795d18b0d49351864669fc606bd94e568013b825679a672008c23cd","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Step 5 — Confirm coverage vs the loan","text":"Step 5 — Confirm coverage vs the loan\n\n**Goal:** Agree the amount and term before any application.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-18","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.471405,0,0,0,0,0,0,0,0,0,-0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.235702,0,0.235702,0,0,0,0,0,0,0,0,0,0,-0.235702,0,0,0,0,0,0,0,0,0,0,0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.235702,0,0,0,0.235702,0,0.235702,0,0,0,0,0,0,0,0.235702,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"510b6c8776008e412ff65bab176adc1bd5494953fb6457498db787de0fa581ee","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> Based on what you shared:\n>\n> - Remaining loan balance: **[amount]**\n> - Remaining term: **[years]**\n> - Who to cover: **[primary / spouse / both]**\n> - Suggested coverage: about **[amount]** for about **[years]**\n>\n> Does that match what you want to protect on this mortgage?\n>\n> If the budget is tight, we can cover a smaller amount than the full balance, or cover one borrower instead of both. I will not set coverage far above the loan without a reason.\n\nDo not quote a bindable premium from this worksheet alone. Use the carrier quote / e-app tool.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-19","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,-0.074536,0,0,0,0,0,0,0.074536,0,0,0,0,-0.074536,0,-0.074536,0,0,0,-0.149071,0,-0.447214,0,0,0,0,0,-0.149071,0,-0.149071,0,0,0,0,0,-0.074536,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.074536,0.149071,-0.223607,0,0,0,0,0,-0.074536,0,0,0,0,0,0,0,-0.074536,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0.074536,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,-0.074536,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0.149071,-0.074536,0,0,0,0,0,-0.074536,0,-0.074536,0.074536,0,0,-0.074536,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.298142,0,0,0.074536,0,0,0,0,0,0,0,0,0,0,0,0.074536,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.074536,0,0,0,0,0.074536,0,0,0,0,0,0,-0.074536,0,0,0,0,0.074536,0,0,0,0,0,0,0,0,0,0,0,0.074536,0,0,0,0.074536,0,0.074536,0,0,0,0,0,0,0,0,-0.223607,0,-0.074536,0.074536,0,0,-0.074536,0.074536,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0.074536,0,0,0,0.074536,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0.074536,0,0,-0.074536,0,0,0.149071,-0.074536,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.074536,0,0,0,0.074536,0,0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0.223607,0,0,0,0,0,0,0,0,0,0,0,0,-0.074536,0,0,0,-0.074536,0,0,0.149071,0,0,-0.074536,0,0,0,0,0,-0.074536,0,0,0.074536,0,0,0,0,0,0,0,0]},{"id":"a4c47dfa0d0279fe54275194c43c044476b8c99e0f4f5eaacf186e6daa8da075","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Script","text":"Script\n\n> Before we apply, I want to be clear:\n>\n> 1. This is **life insurance for mortgage protection**, not a new mortgage, not a refinance, not PMI, and not medical insurance.\n> 2. The benefit is designed to help cover the remaining loan if the insured dies, subject to the policy terms. The lender is not automatically paid unless you set it up that way.\n> 3. Paying off or selling the home later does not automatically cancel the policy unless you choose to stop it.\n> 4. You can keep existing coverage or replace it; replacement has extra questions and may not be in your interest.\n>\n> How would you like to pay — monthly draft, or another mode the carrier offers?\n> Do you consent to proceed with an electronic application?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-20","file":"communication.md"},"vector":[-0.093865,0,-0.046932,0,0,0,-0.140797,0,0,0,0,0,0,0.046932,-0.093865,0.046932,0,0,-0.046932,0,-0.093865,0,0,0,0,0,0,0,-0.657053,0,0,0,0,0,0,0,-0.281594,0,-0.093865,0,0,0.046932,-0.046932,0,-0.046932,0,0,0,0,0,-0.093865,0,0,0,-0.046932,0,0,0,0,0,0,0.046932,0,0,0,0,0,0.046932,-0.046932,0.046932,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.046932,0,0,0,0,0,0.046932,-0.046932,0,0,0.046932,0,0,0,0,0,0.046932,-0.046932,0,0,0,0,0,0,0,0,0.093865,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.093865,0,0.046932,0,0.046932,-0.187729,0,0,0.046932,0,0.046932,0,0,-0.046932,0,0,0,-0.046932,0,0,0,0,0,0,0,0,0,0,0.046932,0,0,-0.046932,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.140797,0,0,0.046932,0,0,0,0,0,0,-0.046932,0.046932,0,0,0,0,0,0.046932,-0.046932,0,0,0,-0.046932,0,0,0,0,0.046932,-0.046932,0,0,0,0,0,0,0.046932,0,0,0,0,0,0,0,0.046932,0,0,0,0,-0.046932,0.046932,0,0,0,0,0,0,0,0.046932,0,0,0,0,-0.046932,0,0,0,0,0,0,0,0,0,0,0,0,0.046932,0,0,-0.046932,0,0,0,0,0,-0.046932,0,0,0.046932,0,0,-0.046932,0,0,0,-0.375459,0,0,0.046932,0,0,-0.140797,0.046932,0,0,0,0.140797,0,0,0,0,0,0.046932,0,0,0,0,-0.046932,0,-0.046932,0,0,0,0,0.093865,0,0.046932,-0.046932,0,0,0,0,0,-0.046932,0,0,0,0,0,0,0,0,0,0,0.093865,0,0,0,0,-0.046932,0,0,0.093865,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.046932,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.046932,0.093865,-0.046932,0,0,0,0,0.093865,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.046932,0,0,0,0,0]},{"id":"537f887f90cc3549ccb4b1a0365cff029e95b1cddc479ec8efb1e7d58b15caac","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Capture","text":"Capture\n\n- Agreed face amount vs `loan_balance`\n- Agreed term vs `loan_term_years`\n- Premium mode\n- Replacement questions if any existing coverage\n- E-sign consent\n\n**Exit gate:** Client agrees to apply to a named carrier/product.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-21","file":"communication.md"},"vector":[0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.285714,0,-0.142857,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.285714,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.285714,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,-0.142857,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0.142857,0,0,0,0,0,0,-0.285714,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.285714,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0.285714,0,0,0,0,0,0,0,0,0,0,0,0,0,0.285714,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"a33209317c10625745ae579f2b6f60fd18e8d1bfff5993c6ec9c1b7075cf4e19","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Application","text":"Application\n\n> I’ll use the loan and household details you already gave me so we don’t re-ask everything. The carrier may still need your Social Security number, ID, and bank draft information if you choose automatic payment.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-22","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0.137361,0,0,0,0,-0.549442,0,0,0,0,0,0,0,-0.137361,0.137361,-0.274721,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0.137361,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,-0.137361,0,0,0.137361,0,0,0,0,0,0.137361,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0.137361,0,0,0,0,0,0,0,0]},{"id":"2fb28bed30b5bbf7f53314eab22fb09c9a50a3696e7fd431189426e878a79e4e","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"After submit","text":"After submit\n\n> The application is submitted. You’ll get a confirmation. Next the carrier may issue, request more information, or decline. I’ll stay with you until we know.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-23","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,-0.609994,0,0,0,0,0,0,0,0,0.304997,0,0,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152499,0,-0.152499,0.152499,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,-0.152499,0,-0.152499,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,-0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152499,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"43329b6cad179ac276c63d53e18d52044459f803de07e472be3fc5e6287f1bcf","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"After issue","text":"After issue\n\n> Your policy is issued / still pending. Here’s what happens next, how the mortgage protection works, and who to call if anything on the policy looks wrong.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-24","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,-0.328798,0,0,0,0,0,0,0,-0.164399,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,0,0,0,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0.164399,0,0.164399,0,0,0,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0.493197,0,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,0,0,-0.164399,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.164399,0,-0.164399,0,0,0.164399,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"fb0d6b5197d8c479a3780c939ede9561bae214aa23145b04beea0e3961c3d268","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Question order (fast reference)","text":"Question order (fast reference)\n\n1. Permission to talk + identity + state\n2. Confirm mortgage protection intent\n3. Who to cover (primary / spouse / both)\n4. DOB, sex, residency\n5. Loan balance, remaining term, payment, closing date, property type, property state, names on the loan, co-borrower, PMI\n6. Co-borrower details if joint\n7. Income, beneficiary, existing coverage\n8. Confirm face and term vs the loan\n9. Disclosures + consent to apply\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-25","file":"communication.md"},"vector":[0,0,0,0,0,0,0,0.27735,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0.09245,0,0,-0.09245,0,-0.27735,0,0,0,0,0,-0.09245,0,-0.27735,0,-0.09245,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,-0.1849,0,0,0,0,0.09245,0,0,0,0.09245,0,0.27735,0,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09245,0.09245,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09245,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09245,0,0,0,0,0.09245,0,0,0,0,0,0,-0.09245,0,0,0,0,0,0,0,-0.09245,0,0,0.09245,0,0,-0.1849,0.09245,-0.09245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,-0.27735,0.09245,0,0,-0.09245,0,0,0,0,0,-0.09245,0,0,0,0,0,-0.09245,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0.1849,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,-0.09245,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,-0.09245,0,-0.09245,0,0,0,-0.1849,0,0,0.09245,0,0.09245,0,0.27735,0,0,0,0,0,0,0,0.1849,0,0,0,0,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0.09245,0,0,0,0,0,0,0,0,0,0,0,0.1849,0,0,0,0,0,0,0,0]},{"id":"ba86b1649234eb40352e592a47c39916957110c1d152ebdf4c16438fe82ba4bb","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"Words to use / avoid","text":"Words to use / avoid\n\n| Use | Avoid |\n| --- | --- |\n| Mortgage protection life insurance | “This pays off your house automatically” |\n| May help cover the remaining loan | “You’re approved” |\n| Remaining loan balance | “We’ll match whatever number you want” without a reasonability check |\n| This is not PMI and not a refinance | “Your lender requires this” |\n| Carrier makes the final decision | “Guaranteed to issue today” |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-26","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.196116,0,0,0,-0.098058,0,0,0,0,0.098058,0,0,0,0,0,0,-0.098058,0,0,0,0,0,-0.392232,0,0,0,0,0,0,0,-0.196116,0.098058,-0.098058,0,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0.196116,0,0,0,0.098058,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0.196116,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0.294174,0,0.196116,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.196116,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.196116,0,0,0.098058,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,-0.098058,0,-0.098058,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0.098058,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.196116,0,0,-0.098058,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0,0,0,-0.294174,0,0,0,-0.098058,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0.098058,0,0.098058,-0.196116,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,-0.196116,0,0,0,0,0,-0.098058,0,0,0,0,0]},{"id":"5156fe8aaba2292f3a76b21056b5db560e14a2dc9da8fd32129368604273b702","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/communication.md","doc_type":"communication","module":"mortgage_communication","title":"If the customer is not the right fit","text":"If the customer is not the right fit\n\nPolitely stop the mortgage protection path and disposition the call. See `disposition.md`.\n\nExamples:\n- No mortgage / renting\n- Wants a loan, refinance, or lower interest rate\n- Wants medical health insurance\n- Not the borrower and cannot answer\n- Hostile, do-not-call, or wrong party","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"communication-27","file":"communication.md"},"vector":[0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,-0.1066,0,-0.1066,0.1066,0,0,0,0,-0.533002,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0.1066,-0.1066,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,-0.1066,0,-0.1066,0,0,0,0,0,0,0,-0.213201,0,-0.1066,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,-0.319801,0,0,0.1066,0,0,0,0,0,0,-0.1066,0.1066,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0.1066,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,-0.1066,0,0,0,0,0]},{"id":"95c36dbe44995413eb3bbbc33029357ce8e59497e2b4814b7f4957d4ba204912","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Mortgage Protection — Dispositions","text":"Mortgage Protection — Dispositions\n\nUse these dispositions after every mortgage protection contact. They describe **what happened on the mortgage fact-find** only. Do not use loan-origination, refinance, or health-plan dispositions.\n\nDo not log BMI, tobacco, or disease notes. Notes should be loan, property, household, and next-step only.\n\nDisposition the call when you leave the conversation — including callbacks, applications, and do-not-call.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-0","file":"disposition.md"},"vector":[-0.091287,0,-0.091287,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0.091287,0,0,-0.091287,0,-0.273861,0,0,0,0,0,0,0,-0.365148,0,0,0,0,0,0,0.091287,0,0,-0.182574,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0.273861,0,0,0,0.091287,0,0,0,0,0,0,-0.091287,0.091287,0,0,0,0,0,0,0,0,0,0.182574,0,0,0,0,0,0,0,0.091287,0,0,0,0,-0.091287,0,0,0,0,0,0,0.273861,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.182574,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.182574,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.182574,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,-0.182574,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.182574,0,0,0,0,0.091287,0,0,0,0,-0.091287,0,-0.091287,0,-0.091287,0,-0.273861,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0.182574,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.182574,0,0,0.182574,0,0,0,0,0,0,0,0]},{"id":"c56b8c8d78b3d3c3451fcc5c1a448d1509b6c22890e6ee14c6566b3e1061f5c8","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"How to log a disposition","text":"How to log a disposition\n\n1. Pick **one primary disposition** (the outcome of this attempt).\n2. Add a **reason code** when the table includes one.\n3. Write a **one-line note**: remaining loan balance, remaining term, who to cover, and next step.\n4. Set **callback date/time** if the disposition is a callback.\n5. Do not mark **Sale complete** unless the policy is issued or the application is submitted pending issue, premium is acknowledged, and delivery/requirements are in process.\n\n**Sale complete means:** issued policy (or submitted application pending issue) covering the mortgage balance for the named insured(s), with premium acknowledged and delivery/requirements cleared.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-1","file":"disposition.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0.061085,0,0.061085,0,0,0,0,-0.061085,0,0,0,0,0,0,0,-0.488678,0,0,0,0,0,0,0,-0.122169,0,-0.244339,0.061085,0,0,0,0,0,0,0,0,0,0,0,0.061085,0,0,0,0,0,0,0,0,-0.122169,0,-0.244339,0,0,0,-0.122169,0,0,0.122169,0,0,0,0,0,0,0,0,0,0,-0.061085,0.061085,0,0,0,0.183254,0,0,0,0.061085,0,0.061085,-0.061085,0,0,0.061085,0,0,0,0,0,0,0,0,-0.061085,0,0,0,0,0,0,0.244339,0,0,0,0,-0.061085,0,0,0,0,0,0,0,-0.061085,0,0,0.122169,0,0.061085,-0.061085,0.122169,-0.122169,0,0,0,-0.061085,0,0,0,0,0,0,0.061085,-0.061085,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.061085,0,-0.061085,0,0,0,0,0,0,0,0,0,0,0,-0.244339,0,0,0,0,0,0,0,-0.183254,0,0,0,0,0,0,0,0,0.061085,0,0,-0.122169,0,-0.061085,0,0,0,0,0,0,0,0,0,0,0.061085,0,0,0,0,0,0,0,0,0,0,0,0.061085,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.061085,-0.061085,0,0,0,-0.061085,0,0,0,0,0,0,0,-0.061085,0,-0.122169,0.061085,0,0,-0.183254,0,0,0,-0.061085,0,0,0.061085,0,0,0,0,0,0,0,0.244339,0,0,0,0.122169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.122169,0,-0.061085,0,0,0,0,0,0,0.122169,0,0,0,0,0,0,0,0,0,0,0,0.122169,0,0.061085,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.061085,0,0,0,0,0,0,0,0,0,0,0,0.061085,-0.061085,0.061085,0,0,-0.061085,0.061085,0,0.122169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.061085,0,0,0,0,0]},{"id":"c66cc3d3c3f48b19bc8aaced30477f7324a2dba1b6f77ecc2be1b4152d2b696b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Disposition groups","text":"Disposition groups\n\n| Group | Meaning |\n| --- | --- |\n| Contact | We reached a person |\n| No contact | We did not reach a usable party |\n| Progress | Loan facts captured; sale not finished |\n| Outcome | Terminal result for this attempt or case |\n| Compliance | Do not continue marketing this number/person |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-2","file":"disposition.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,-0.125988,0,0,0,0,0,0,0,-0.125988,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,0,0.251976,-0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,-0.251976,0,0,0,0,0,-0.251976,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.251976,0.251976,0,0,-0.125988,0,0,0,0,0,0,0,0,0,0,0,-0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,-0.125988,0,0,0,0,0,-0.125988,0,-0.251976,0,0,0,0,0,0,0,-0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.377964,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.125988,0,0,0,0,0,0,0,0,0.251976,0,0,0,0,-0.125988,0,0,0.251976,0,0,0,0,0,0,0,0,0,0,0,0,0,0.125988,0,0,0,0,0,0,-0.125988,0,0,0.125988,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.125988,0.125988,-0.125988,0,0,0,0,0]},{"id":"e776909952470fcca779e915949fe1dd5d69be7fef15b3d13e85c7dfcf544ac2","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"No contact","text":"No contact\n\n| Code | Disposition | When to use | Next action |\n| --- | --- | --- | --- |\n| NC-NOANS | No answer | Ring out, no voicemail left or VM not allowed | Retry per dialer rules |\n| NC-VM | Voicemail left | Identified agency + mortgage protection purpose | Retry |\n| NC-BUSY | Busy | Line busy | Retry |\n| NC-BAD | Bad number | Disconnect, wrong number confirmed, fax | Recycle lead source; stop this number |\n| NC-WN | Wrong number — not the named person | Person says they are not the lead | Do not take a loan interview |\n| NC-LANG | Language barrier | Cannot complete fact-find in a licensed language | Escalate / bilingual callback if available |\n\n**Voicemail script:**\n> Hello, this is **[Name]** from **[Agency]**, calling about mortgage protection on a home loan — life insurance, not a refinance. Please call **[number]**.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-3","file":"disposition.md"},"vector":[-0.184988,0,0,0,0,0,-0.061663,0,0,0,0,0,0,0,-0.061663,0,0,0,0,0,-0.061663,0,0,0,0,0.061663,0,0,-0.123325,0,0,0,-0.061663,0,0,0.061663,-0.061663,0,-0.061663,0.061663,0,0,-0.061663,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.061663,0,0,0,-0.123325,0,0,0,0,0,0,0,-0.061663,0,0,0,0,0,-0.061663,0,-0.184988,0,0,0.061663,0,0,0,0,0,0.123325,0,0,0,0.061663,-0.061663,0,0,0,0,0.061663,0,0,-0.061663,0,0,0.123325,0,0,-0.061663,0.123325,0,0,0,0,-0.061663,0,0,0.061663,-0.123325,0,0,0.123325,0,0,0,0,-0.184988,0.123325,-0.061663,0,-0.061663,0,0,0,-0.061663,0,0,0,0,0,0,0,0,0,0,0,-0.061663,0,-0.369976,0,-0.061663,0,0,0,0,0,-0.061663,0,0,0,0,0,0,0,0,0,0,0.061663,-0.061663,0.061663,-0.246651,0,0,0,0,0,0,0,-0.061663,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.061663,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.123325,0,0,0,0.061663,0,0,-0.061663,0,0,0.061663,0,0,0,0,0,0,0,0,0,0,0,0.061663,-0.123325,0,0,0,-0.123325,0,0,0,0,0.123325,0,0.061663,-0.061663,0,0,0,-0.123325,0,0,0,-0.308313,0,0,0,-0.061663,0,0,0,0,0,-0.061663,0.061663,0,0,0,0.061663,0,0,0,0,0,0,-0.308313,0,0,0,-0.061663,0,0,0.061663,0,0,0,0,-0.123325,0,0,0.123325,-0.061663,0,0,0,0,0,0,0,0,0.184988,0,0,0,0,0,0.061663,0,0,0,0.061663,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.061663,0,-0.061663,0,-0.061663,0,0,0,0,0,-0.061663,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.123325,0,0,0,-0.061663,0,0,0,0,0,-0.184988,0,0,0,0,0]},{"id":"6ded11c2709adf13348061a493a78f496d1ae88d0321fe94a55587d50fe5fc49","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Contact — not the right party or product","text":"Contact — not the right party or product\n\n| Code | Disposition | When to use | Next action |\n| --- | --- | --- | --- |\n| WR-PARTY | Wrong party / not the insured | Speaker is not the borrower and cannot answer | Get decision-maker number if offered; else close |\n| WR-LOAN | Wrong product — wants loan/refinance | Wants rate, cash-out, new mortgage, or lender service | Stop mortgage protection path |\n| WR-HEALTH | Wrong product — wants health insurance | Wants medical / ACA / Medicare Advantage | Stop |\n| WR-FE | Wrong product — wants final expense only | Burial / small whole life, no mortgage need | Do not force mortgage face amount |\n| NO-MTG | No mortgage / renter / paid off and no need | No loan to protect, or customer declines any remaining-balance need | Close |\n| UNLIC | Not licensed in state | Customer state not on agent appointment | Do not sell; transfer only if process allows |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-4","file":"disposition.md"},"vector":[0,0,0,0,0,0,-0.050508,0,0,0,0,0,-0.202031,0.050508,0,0.151523,0,0,0,0,-0.101015,0,0,0.151523,0,0,0,0,-0.151523,0,0,0,0,0,0,0.050508,-0.151523,0,-0.101015,0,0,0,0,0,-0.202031,0,0,0,0,0,0,0,-0.050508,0,0,0,0,0.050508,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.050508,0,-0.050508,0.050508,-0.252538,0,-0.050508,0,0,0,0,0.151523,-0.050508,0,0,0.050508,0,0,0,0,-0.050508,0.101015,0,0.050508,-0.050508,0,0,0,0,0.151523,0,0.252538,0,0,0,0,-0.151523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.050508,-0.202031,0.050508,-0.050508,0.050508,0,0,0,0,-0.050508,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.050508,0,0,0.050508,0,0,0,0,0,0,0,0,-0.050508,0,0,0,0,0,0,0,0,0,-0.050508,0,-0.050508,0.050508,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.050508,0,0,0,0,-0.050508,0,-0.050508,0.101015,0,0,0,0,0,0,0,0.101015,0,0,-0.050508,0,0,0,0,0,-0.050508,0,0,0,0,0,-0.303046,0,0,0,-0.050508,0,0,0.050508,0,0.050508,0,0,0,0,0,0,-0.101015,0,-0.050508,0,-0.404061,0,-0.050508,0,0,0,0,0.050508,0,0,0,0.050508,0,0,0,0.151523,0,0,0,0,0,0,-0.050508,0,0,0.101015,0,0,-0.050508,0.050508,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.050508,0,0,0,0,0,0,0,-0.050508,0,0,0,0,0,0,0.050508,0,0,0,0.050508,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.050508,0,0,0.050508,0,0.050508,0,0,0,0,0,0.050508,0,0,0,0,0,0,0,0,-0.050508,0,0,0.151523,0,0,-0.303046,0,0,0,0,0]},{"id":"3fa218ab08c3956d27cc535da43f363f046f2a0504b020bd3030c26e9c09befc","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Contact — callback / delay","text":"Contact — callback / delay\n\n| Code | Disposition | When to use | Required note |\n| --- | --- | --- | --- |\n| CB-TIME | Callback — timing | Bad time; agreed to continue later | Date, time, timezone |\n| CB-SPOUSE | Callback — spouse/decision maker | Joint loan or they will not decide alone | Who must join the next call |\n| CB-CLOSE | Callback — after closing | New purchase; wants to wait until after close | Closing date if known |\n| CB-THINK | Callback — thinking | Soft maybe; not a refusal | What they will think about (price / term / who to cover) |\n| CB-DOCS | Callback — needs loan numbers | Does not know balance, term, or payment | What they will look up |\n| CB-QUOTE | Callback — waiting on quote review | Loan facts done; they will look at numbers | Quote sent yes/no; email |\n\nCallbacks are **not** sales. Keep `intent = mortgage_protection` on the case.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-5","file":"disposition.md"},"vector":[0,0,0,0,0,0,0,0,-0.052705,0,0,0,0,0,0,0.105409,0,0,0,0,0,0,0,0,0,0,-0.105409,0,-0.105409,0,0,0,-0.052705,0,0,0.052705,-0.210819,0,0,0,0,0.158114,0,0.052705,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.052705,0,0,0,-0.052705,0,0,0,0,0,-0.052705,0,0,0,0,0.105409,0,0,0,0,0,0,-0.105409,0,0,0,-0.052705,0,0,0,0,0.105409,0,0.263523,0,0,0,0,0,0.052705,0,0,0,0,0,0.052705,-0.052705,0,0,0,0,0,0,0.052705,0,0,0,0,-0.052705,0,0,0,-0.052705,0.052705,0,0,0,0,0,0,0,0,0,0,-0.105409,0,0,0,0,0,0,0,-0.052705,0.210819,0,0,0,0,0,0,0,0,-0.105409,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.052705,0,0,0,-0.052705,0.052705,-0.052705,0,-0.052705,0,0,0,0,0,0,0,-0.052705,0.052705,0,0.052705,0,0,0,0,0,0.052705,0,0.052705,0,0,0,0,0,0,0,0,-0.052705,0,0,0,0,0.052705,0,0,0,0,-0.052705,0,0,0,0,0,-0.052705,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.052705,0,0,0,0,0,0.052705,0,0,-0.052705,0,0,0,0,0.210819,-0.052705,0,0,0,0,0,-0.421637,0,0,0,-0.210819,0,0,0,0,0,-0.368932,0.052705,0,0,0,0,0,0,0,0.052705,0,0,0,0,0,0,-0.105409,0.052705,-0.052705,0.105409,0,0,0,0,-0.052705,0,-0.052705,0,0,0,0,0.158114,-0.052705,0.052705,0,0,0,0,0,0.052705,0,0,0,0,0,0.052705,0,0,0,0,0,0,-0.105409,0,0,0.052705,0,0,0,0.052705,0,0,0,0.052705,0,0,0,0,0,0,0,0.263523,0,0,0,0,0,0,0,0,0,0,-0.052705,0.052705,-0.210819,0.052705,0,0,0,0,0,0.052705,0,0,0,0,0,0.052705,0,0,-0.052705,0,0,0,0,0,-0.052705,0,0,0,0,0.052705]},{"id":"6f1316fc9f5e4129d7b7437267ee5a8d662eb3a7993c7892f3961a3ed4499f9b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Progress — mortgage facts captured (not sold)","text":"Progress — mortgage facts captured (not sold)\n\nUse these when the case moved along the fact-find but the sale is not complete.\n\n| Code | Disposition | Step | Exit meaning |\n| --- | --- | --- | --- |\n| P-INTAKE | Intake complete | Opening | Name, phone, state on file |\n| P-INTENT | Intent locked | Step 1 | `mortgage_protection` + who to cover |\n| P-DEMO | Demographics complete | Step 2 | Age / DOB + sex |\n| P-LOAN | Loan facts complete | Step 3 | Loan balance + remaining term (+ property if known) |\n| P-HH | Household complete | Step 4 | Spouse if co-borrower; beneficiary |\n| P-SIZE | Coverage sized to loan | Step 5 | Face and term agreed vs remaining mortgage |\n| P-CONSENT | Consent to apply | Step 6 | Client agreed to apply; not yet submitted |\n\n**Note example:**\n> P-LOAN. Balance ~$240k, 28 years left, payment ~$1,850, both on note, primary home, closing 2019. Wants both covered. CB Fri 4pm for quote.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-6","file":"disposition.md"},"vector":[0,0.052129,0,0.052129,0,0,0,0.052129,0,0,0,0,0,0,-0.052129,0.052129,0,0,0,0.052129,0,0,-0.052129,0.052129,0,0,-0.052129,0,-0.260643,0,0,0.052129,0,0,-0.104257,0,-0.208514,0,-0.052129,0,0,0,0,0,0,0.052129,0,0.052129,0,0,0,0,0,0,-0.052129,0,0,0,0,0,0,0.156386,-0.052129,0,0,0,-0.052129,0,-0.052129,0,0,0,0,0,0,0,0,0,0,0,-0.156386,0,0,0,-0.052129,0.052129,0,0,0,0,0,0.260643,0,0,0,0,0,0,0,0,0,0,0,0.052129,0,0,0,0,0,0,0,0.156386,0,0,0,0,-0.052129,0.104257,0,0,0,0,0,0,0,0,0,0,0,0,0,0.104257,0,0.052129,0,0,0,0.104257,-0.052129,0,-0.104257,0,0,0.3649,-0.052129,0,0,0,0,0,0,0.052129,0,0,0,0,0,0,0,0,0,0,0,0,-0.104257,0,0,0,-0.052129,0,0,0,0,0,0,0,0,0,0,0,-0.052129,0,0,0,0,0,0,0,0,0.104257,0,0,0,0,-0.052129,0.052129,0,0,0,0,0,0,0,0,-0.052129,0,-0.052129,0,0,0,0,0,0,0,-0.052129,0,0,0.052129,-0.052129,0,-0.052129,0,0,0,0,0,0,0,0,0,-0.052129,0,0,0,0,0,0,0,0,0.417029,0,0.052129,0,0,0,0,-0.052129,0,0,0,-0.052129,0,0,0,0,0,-0.052129,0,-0.260643,0,0,0,-0.104257,0,-0.052129,0,-0.156386,0,0,0,0,0,-0.052129,0,0,0,0,0.104257,0,0,0,0.052129,0,0.052129,-0.052129,0,-0.052129,0,0,0.052129,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.052129,-0.052129,0,0,0,0,0,0,0,0,0.104257,0,0,0,0.104257,0,0,-0.052129,0,-0.052129,0,-0.052129,0,-0.104257,0,0,0.104257,0,0,0,0,-0.052129,0,0,0,0,0,0,0.156386,0,0,-0.052129,0,-0.052129,0,0,0,0,0,0,0.052129,0,0.104257,0,0,0,0,0,0.104257,0,0,0,0,-0.052129,0,0,0,-0.052129,0,0,0.052129,0,0,0,0,0,0,0,0]},{"id":"10dd22f8739739bac334c10f0f547f2b1ada08c8721382ffbbe708fffeff7afc","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Outcome — application and issue","text":"Outcome — application and issue\n\n| Code | Disposition | When to use | Sale complete? |\n| --- | --- | --- | --- |\n| APP-SUB | Application submitted | E-app or wet app sent; confirmation number stored | Yes, if pending issue is the agency definition |\n| APP-NIGO | Application not in good order | Missing SSN, ID, draft, signature, or mismatched loan amount | No — fix and resubmit |\n| APP-WD | Application withdrawn | Customer pulled the app before issue | No |\n| POL-PEND | Policy pending requirements | Payment or delivery item outstanding | Default **no** until cleared |\n| POL-ISS | Policy issued | In force; first premium acknowledged | **Yes** |\n| POL-DEL | Delivered / recapture complete | Delivery requirements done | **Yes** |\n| POL-DEC | Carrier declined | Carrier decline after app | No |\n| POL-POST | Carrier postponed | Carrier asked to wait | No — set follow-up date |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-7","file":"disposition.md"},"vector":[0,0,0,0,-0.288675,0,0,0,0,0,0,0,0,0,0,0.057735,0,0,0,0,0,0,-0.057735,0.057735,0,0.057735,0,0,-0.11547,0,0,0,-0.11547,0,0,0,-0.11547,0,-0.11547,0,0,0,0,0,0,0,0,0,0,0,0,0.057735,0,0,0,0.057735,0,0,0,0,-0.11547,0,-0.11547,0,0,0.057735,-0.11547,0,0,0.23094,0,0.057735,0,0.057735,-0.057735,0,0,0,0,0,0,0,0,0,-0.057735,0.11547,0,0,0,0.057735,0,0.057735,0,0,0,0,-0.057735,0,0,0,0,0,0,0.057735,0,0,0,0,0,0,0,0,0,0,0,0,-0.057735,0,0,0,0,0,0,0.057735,-0.057735,0,0,0.11547,0,0,0,0,-0.23094,0,0,0.057735,0,0,0,0,-0.057735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.11547,0,0,0,0,0.057735,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.057735,0,0,0,0,0,0,0,0,0,-0.057735,0,-0.173205,0,0,0,0,0,0,0.057735,0,0,0,0,0,0,0,0,0,0,-0.057735,0,0,0,0,0,0,0,0,0,0,0,-0.057735,0,-0.057735,0,0,0,0,0,0,0,-0.057735,0,0,0,0,0.057735,0,0,-0.057735,0.057735,0,0.057735,0,0,0,0.288675,-0.057735,0,0,0,0,0,-0.057735,0.057735,0,0,-0.11547,0.057735,0,0,-0.057735,0,0,0,-0.057735,0,0,0,0,0,-0.173205,0,-0.057735,0,0,0.11547,-0.057735,0,0,0.11547,0,0,0,0,0,0,-0.11547,0.057735,0,0,0,0,0,0,-0.057735,0,0,0,-0.46188,0,0,0,0,0,0,0,0,0.057735,0,0,0,0,0,0,0,0,0,0,0,0.11547,0,0,0,0,0,0,0,0.057735,0,0,0,0,0,0.057735,0,0,0,0.057735,0,0,0,0,-0.057735,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.057735,0,0,0,0,0,0,0,0,0,0,0.057735,0,0,-0.057735,0,0,0,0,0,-0.288675,0,0,0,0,0.057735]},{"id":"bf9bdd7daf650508781760da7abc14d09638000c0a8bd7e9c832b0f6d9f10dfc","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Outcome — customer refused (mortgage protection)","text":"Outcome — customer refused (mortgage protection)\n\n| Code | Disposition | When to use | Rebuttal? |\n| --- | --- | --- | --- |\n| NO-NEED | Not interested — no need | Spouse/savings/existing coverage covers the loan | Once, then stop |\n| NO-COST | Not interested — cost | Price is the blocker after a real quote or range | Offer smaller face once |\n| NO-TRUST | Not interested — trust/privacy | Will not share loan facts; not DNC | Stop this attempt |\n| NO-EXIST | Has enough existing life | Work or individual coverage already matches the balance | Close unless term expires before the loan |\n| NO-HANG | Hang up after contact | Mid-script disconnect | Do not redial immediately unless rules allow |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-8","file":"disposition.md"},"vector":[0,0,0,0.067267,0,0,0,0,0,0.067267,0,0,0,0,0,0,0,0,-0.067267,0,-0.067267,0,0,0,0,0,-0.067267,0,-0.269069,0,0,0,0,0,0,0.067267,-0.067267,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,-0.067267,0.067267,0,0,0,0,-0.134535,0,0,0,0,0,0,0,0,0.067267,0,0,-0.134535,0,0,0.067267,0,0.134535,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.134535,0,0.201802,0,0,0,0.067267,-0.134535,0,0,0,0,0.201802,0,0,0,0,0,0.067267,0,0.134535,0,0.067267,0,0,0,0,-0.067267,0,0,0,0,0,0,0,0,0,0,0,0,0.067267,0,0,-0.134535,0,0,0,0,0,0,0,0,0.067267,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0.067267,0,0,-0.067267,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.067267,0,0,0,0,0,0,-0.201802,0,0,0,0,0,0,0.067267,0,0,0,0,0,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0.134535,0,0,0,0,-0.067267,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.067267,-0.403604,0,-0.067267,0,-0.067267,0,0,0,-0.201802,0,0,0.067267,0,0,0,0.134535,0,0.134535,0,0,0,0,-0.067267,0,0,0.067267,0,0,0,0,0,0,-0.067267,0,0,0,-0.067267,0,0,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0,0,0,0,0,0,0.134535,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.067267,0,0,0,0,0.134535,0,0,0,0,0,0.134535,0,0,0,0,0,0.067267,0,0,0,0,0,0,0,0.067267,-0.067267,0,0,0,0,0,0,0,-0.067267,0,-0.067267,0.067267,0,0,-0.403604,0,0,0,0,0]},{"id":"612ac77f0853ac295d0edfe26551de81a85c398999f5d1904e3dfe37837e3470","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Compliance and do-not-contact","text":"Compliance and do-not-contact\n\n| Code | Disposition | When to use | Required action |\n| --- | --- | --- | --- |\n| DNC | Do not call | Customer asked not to be called | Honor immediately; suppress list |\n| DNC-WRITTEN | Written-only | Will take mail/email but not calls | Stop outbound voice |\n| COMP-ELD | Vulnerable / capacity concern | Confusion, possible elder abuse, cannot consent | Stop sale; follow agency escalation |\n| COMP-HOST | Hostile / threat | Abuse or threat | End call; report per policy |\n\nNever collect SSN on a first fact-find unless the customer is in the application step and the channel is approved.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-9","file":"disposition.md"},"vector":[-0.083624,0,0,0,0,0,0,0,0,0.083624,0,0,0,0,0,0.083624,0,0,0,0,-0.167248,0,0,0,0,0,0,0,-0.250873,0,0,0,0,0.167248,0,0.083624,-0.167248,0,-0.167248,0,-0.083624,0,0,0.083624,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083624,-0.083624,0,-0.167248,0.167248,-0.083624,0,0,0.083624,0,0,0,0,0,0,0,0,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.167248,0,0,0,0,0,0,0,0,0,0.083624,0,0,0,0.083624,-0.083624,0,0,0.083624,0,0,-0.083624,0,0,0,0,0.083624,0,0.083624,0,0,-0.083624,0,0,0,0,0.083624,0,0,-0.083624,0.083624,0,0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083624,0,0,0,0,0.083624,-0.083624,0,0,0,0,0.167248,-0.167248,0,-0.083624,0,0,0,0,0.083624,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0.167248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083624,0,0.083624,0,0,-0.083624,0,0,0,0,0.083624,0,0.083624,0,0.083624,0,0,0,0,0,0.083624,-0.083624,0,0,0,0,0,0,0,0,0,-0.334497,0,-0.167248,0.083624,0,0,0,0,0,0,0,0.167248,0,0,0,0.250873,0,0,0,0,0,0,-0.083624,0,0,0,-0.083624,0,0,0,0,0,-0.167248,0,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083624,0,0,0,0.083624,0,0,0,0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.167248,0,0,0,-0.083624,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.167248,0,0,0,0,0,0,0,0,0,-0.083624,0,0,0.083624,0,0,0,0,0,0,0,0]},{"id":"309132f4c3b9851ca6e4d5a98e05229badf4063fc3693cf687d4896f2376e60b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Mapping to the script steps","text":"Mapping to the script steps\n\n| Script step | Minimum disposition if you stop there |\n| --- | --- |\n| Opening / intake | `P-INTAKE` or a no-contact code |\n| Intent | `P-INTENT` or `WR-LOAN` / `WR-HEALTH` / `NO-MTG` |\n| Demographics | `P-DEMO` |\n| Loan and property facts | `P-LOAN` or `CB-DOCS` |\n| Household / co-borrower | `P-HH` or `CB-SPOUSE` |\n| Coverage sized to loan | `P-SIZE` |\n| Close / disclosures | `P-CONSENT` or `NO-*` |\n| Application | `APP-SUB` / `APP-NIGO` / `APP-WD` |\n| Issue | `POL-ISS` / `POL-PEND` / `POL-DEC` / `POL-POST` |\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-10","file":"disposition.md"},"vector":[0,0,0,0.072169,-0.288675,0,0,0.072169,0,0,0,0,-0.144338,0,0,0.072169,0,0,0,0,0,0,-0.072169,0.072169,0,0,-0.072169,0,-0.144338,0,0,0,0,0,0,0.072169,-0.144338,0,-0.072169,0,0,0,-0.144338,0,0,0.072169,0,0,0,0.072169,0,0,0,0,-0.072169,0,0,0.072169,0,0,0,0.072169,0,0,0,0,0,0,0,0.072169,0,0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.288675,0,0,0,0,0,0,0,0,0,0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0.144338,0,0.072169,0,0,0,0,-0.072169,0,0,0,0,0,0,0,-0.360844,0.072169,0,0,0,0,0,0,0,0,0,0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0,0,0,-0.072169,0,0,0,-0.072169,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,-0.072169,0,0,0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.505181,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,0,0,-0.144338,0,-0.072169,0,0,0.072169,-0.072169,0,0,0,0,0.072169,0,0,0,0,0,0,0,0.072169,0,0,0,0,0,0,0,0,-0.216506,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.072169,0,0,0.144338,0,0,0,0,0,0,0,0.072169,0,0,0,0,0,0,0,0,-0.072169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.072169,0,0,-0.216506,0,0,0,0,0]},{"id":"7a18b0ee329495a841a6bbf31f1370a5bb309ddef21ae96d956d6f6da45d52a8","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"Note quality checklist","text":"Note quality checklist\n\nA good note answers:\n\n1. Remaining **loan balance** and **term** (or “unknown”)\n2. **Monthly payment** if known\n3. **Who is on the loan** and **who to cover**\n4. Property type / closing date if relevant\n5. **Next step** — callback time, e-app link, or closed reason\n\n**Good**\n> $312k / 30yr left, payment $2,100, both on loan, wants primary only. Existing term $100k. CB Fri 4pm with spouse.\n\n**Bad**\n> Not interested. Call back.\n\nDo not write height, weight, BMI, tobacco, or diagnoses in the note.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-11","file":"disposition.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.158114,0,0,0,0,-0.079057,0,0,0,0,0,-0.079057,0,-0.237171,0,0,0,0,0,-0.158114,0,-0.079057,0,-0.237171,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,-0.079057,0,0,0,0,0,0,0,-0.237171,0,0,0,-0.079057,0.237171,0,0,0,0.079057,0,0.237171,-0.079057,0,0,0,0,0,0,0.079057,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0.079057,-0.237171,0,0,0,0,0,0,0,-0.079057,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0.079057,-0.079057,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.316228,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0.079057,0,0,-0.079057,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.158114,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,-0.237171,0,0,0,-0.158114,0,0,0,0,0,-0.079057,0,-0.079057,0,0,0.079057,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0.158114,0,0,0,0,-0.079057,0,0,0,-0.079057,0,-0.158114,0,0,0,-0.158114,0,0,0,0,0.079057,0,0.079057,0,0,0,0,0,0,0,0.158114,-0.158114,0,0,0,0,0,0,0,0,0,0,0.079057,-0.079057,0,0,0,0,0.158114,0,0.079057,0,0,0,0,-0.079057,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0]},{"id":"51c2c8ec4d13df0b6eca965722647524080c8c65c976a442ec271df38054c8ad","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/disposition.md","doc_type":"disposition","module":"mortgage_disposition","title":"What not to log as a win","text":"What not to log as a win\n\n- Quote given\n- Customer said “sounds good” with no application\n- PMI discussion\n- Refinance curiosity\n\nThose are progress or wrong-product codes, not `POL-ISS`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"disposition-12","file":"disposition.md"},"vector":[0,0,0,0,-0.166667,0.166667,-0.166667,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.166667,0,0,0,0,0,0,0,-0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,-0.166667,0,-0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.333333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.333333,0,0,0,0,0,0,0,-0.166667,0,0,0,0,0,0,0.166667,0,0,-0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.333333,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0.166667,-0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.166667,0,0,0,0,0]},{"id":"ad694fd8f1694b02c9bbcc9d20c9e875b3526efca3419dc0bf800c42d3bb0132","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Mortgage Protection — FAQ","text":"Mortgage Protection — FAQ\n\nAnswers for agents and customers. Scope is **mortgage-related information** for mortgage protection — not mortgage origination, refinance processing, or medical underwriting.\n\nThis fact-find does **not** collect BMI, height, weight, tobacco, or disease history.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-0","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.132453,-0.132453,0,0,0.132453,0,0,0,0.132453,0,0,0,0,0,0,0,0.132453,0,0,0,0.529813,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.132453,0,0,-0.264906,0,0,0,0,0,0,0,0,0,0,0,-0.264906,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.132453,0,0,0,0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.264906,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.264906,0,0,0,0,0,0,0,0,0,0,0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.132453,0,0,0,0,0,0,0,0,0.132453,0,0,0,0,0,0.132453,0,0,-0.132453,0,-0.132453,0,-0.132453,0,0,0,0,0,0,0,0,0.132453,0,0,0,0,-0.132453,0,0,0,0,0,-0.132453,0,0,0,-0.132453,0,0,0,0,0,0,0.132453,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.132453,0,0,0,0,0,0,0,0]},{"id":"db49033fb6ad34ab27eb6df14a14703f9755857056dc536bfd28454dbc5848f4","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What is mortgage protection?","text":"What is mortgage protection?\n\nMortgage protection is **life insurance** sized around the home loan. If the insured person dies, the policy can pay a death benefit that the family (or named beneficiary) can use to help pay off or keep up with the remaining mortgage.\n\nIt does **not** replace the mortgage contract with the lender. The loan still belongs to the borrower until it is paid.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-1","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.074125,0,0,0,0,0,0,0.074125,-0.074125,0.074125,0,0,0,0,0,0,0,0,0,0,0,0,-0.667124,0,0,0,0,0,0,0,-0.14825,0,-0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.14825,0,0,0,0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.2965,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.074125,-0.074125,0,0,0.14825,-0.222375,0,0,0.074125,0,0.14825,0,0,-0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.074125,0,0,0,-0.14825,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.074125,0,0,0,0,0,0,0,0,0.074125,0,0,0,0,-0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.14825,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.14825,0,0,0,0,0,0,0,0,0,0,0,-0.074125,0,0,0,-0.14825,0,0,0,0,0,-0.14825,0,0,0,0,0.222375,0,0.074125,0,0,0,0,0,0,0,0,-0.074125,0,0,0,0,0,0,0.074125,0,0.074125,0,0,0,0,0,0.074125,-0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.074125,0,0.074125,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.14825,0,0,0,0,0,0,0,0,0,0,-0.074125,0,0,0.074125,0,0,-0.074125,0,0,0,0,0]},{"id":"7fc217c74c7f268ce69022521dbd2cded59e7962dc3fb5dbefba7c9d0dc4638c","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Is this a mortgage, a refinance, or insurance from my lender?","text":"Is this a mortgage, a refinance, or insurance from my lender?\n\nNo. This is life insurance. We are not offering a new loan, a lower rate, cash-out, or a lender-required insurance product. The customer can keep their current mortgage as it is.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-2","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0.109109,0,0.218218,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0,-0.109109,0.109109,0,0,0,0.109109,0,0,0,0,0,0,0,0.109109,0,0,0,0,0,0,0,0.218218,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.218218,0,0,-0.218218,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.545545,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109109,0,0,0,0,0,0.109109,0,0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109109,0,0,0,0,0,0,-0.109109,0,0,0,0,0,-0.109109,0.109109,0,0,0,0.327327,0,0,0,0.109109,0,0,0,0,0,0,-0.109109,0,0,0,0,0,0,0.327327,0,0.109109,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109109,0,0,0,0,0]},{"id":"12a0f7ba887604437a6dc3fabb6f75085ecc235663a987be68f0da6be27ddb20","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Is this health insurance or mortgage insurance (PMI)?","text":"Is this health insurance or mortgage insurance (PMI)?\n\nNo.\n\n| Product | What it does |\n| --- | --- |\n| Mortgage protection life | Pays a death benefit if the insured dies |\n| Health / medical insurance | Pays doctor and hospital bills |\n| PMI / lender mortgage insurance | Protects the **lender** if the borrower defaults (usually when equity is low) |","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-3","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0.103142,0,0.412568,0,0,-0.103142,0,0,0,0,0,0,0,0,0,-0.309426,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,-0.103142,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.309426,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,-0.206284,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.206284,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0.103142,0,0,0,0,-0.206284,0,0,0,0,0,0,0,-0.206284,0,-0.103142,0,0,0,0,0.206284,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0.412568,0,0,0,0,0,0,0,0.103142,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0.103142,0,0,-0.103142,0,0,0,0,0]},{"id":"d68eb3e205f444b8dea91ea471b2d7bdd92e7eddbd708f711a6869b9aa79f5ff","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Who receives the money?","text":"Who receives the money?\n\nThe **beneficiary** named on the policy — often a spouse or co-borrower. They can use the benefit toward the mortgage or other needs. The lender is not automatically paid unless the customer structures it that way and the policy allows it.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-4","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0.18334,0,0,0,0,0,0,0,0,0,0,-0.09167,0,-0.733359,0,0,0,0,0,0,0,0,0,-0.18334,0,0,0,0,0,0,0,0,0,0,0,-0.09167,0,0,0,0,0,0,0,-0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09167,0,0,0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.18334,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0,0,0.18334,0,0,0,0.09167,-0.27501,0,0,0.09167,0,0,0,0,0,0,-0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.18334,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,-0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0,0,0,-0.09167,0,0,0,0,0,-0.18334,0,0,0,0,0.09167,0,0,0,0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09167,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.09167,0,0,0.09167,0,0,0,0,0,0,0,0]},{"id":"6971d14f9b02e187f229d57bb6b4e6a1e56d856c1577b13ad6f4cbe38d5db95e","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Does the benefit go down as the loan is paid down?","text":"Does the benefit go down as the loan is paid down?\n\nIt depends on the product:\n\n- **Level death benefit:** the face amount stays the same for the term, even if the loan balance drops.\n- **Decreasing term (if offered):** the benefit may reduce over time, closer to a declining loan balance.\n\nConfirm the actual product before describing a decreasing benefit.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-5","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.07785,0,0,0,0,0,0,0.07785,0,0,0,0,-0.1557,0,0,0,0,0,0,0,0,0,-0.700649,0,0,0,0,0,0,0,-0.1557,0,0,0,0,0,0,0,-0.1557,0,0,0,0,0.07785,0,0,0,0,0,0,0,0,0,0.07785,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.07785,0,0,0,0,0,0,0,0,0,0,0.23355,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.07785,-0.3114,0,0,0.07785,0,0,0,0,0,0,0,0.07785,-0.07785,0,0,0,0,0.1557,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1557,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.07785,0,0,0,0,0.07785,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.07785,0,0,0,-0.07785,0,0,0,0,0,0,0.07785,0,0,0,0,0,0.07785,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1557,0,0,0,-0.07785,0,0,0,0,0,-0.07785,0,0,0,0,0.07785,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.07785,0,0,0,0,0,0,-0.07785,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.07785,0,0.07785,0,0.07785,0,0.07785,0,0,0,0,0,0,0,0.1557,0,0,0,0,0,0.07785,0,0,0,0,0,0,-0.07785,0,0,0,0,0,0,0.1557,0,0,0,0,0,0,0,0,0,0,0,0.07785,0,0,0,0,0,0,0,0]},{"id":"3237d12130fe262a1234406375d75ec011c3925992dc494c01ea4f554b43e14c","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"How much coverage should I get?","text":"How much coverage should I get?\n\nA common starting point is the **current remaining loan balance**. Also consider:\n\n- Whether a spouse / co-borrower should be covered\n- Existing life insurance already in force\n- Income so the face amount stays reasonable next to the loan\n- Remaining loan term (15 vs 30 years)\n- Monthly payment the survivor would have to carry\n\nWe do not size coverage far above the loan and income without a reason.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-6","file":"faq.md"},"vector":[-0.088388,0.088388,0,0,0,0,-0.088388,0.088388,0,0,0,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0.088388,0,0,-0.088388,0,-0.441942,0,0,0,0,0,0,0,-0.176777,0,-0.088388,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0.088388,0,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.088388,0.353553,0,0,0,0.088388,0,0,0,0.088388,0,0,0,0,-0.088388,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0.088388,0,0,0,0,0,0,0,0.176777,-0.088388,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0.088388,0,0,0,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.265165,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0,0,0.088388,0,0,0,0,-0.176777,0,-0.176777,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088388,0,0,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0,0,0,0,0,0,0,0,0.088388,-0.088388,0.088388,0,0.088388,0,0,0,0,0,0,0,0.088388,0,0,0,0.088388,0,0.176777,0,0,0,0,0,0,0,0,0,0,0,0.088388,0,0.176777,-0.176777,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088388,0,0,0,0,0,0,0,0,0,0.088388,0,0,0,0,0,0,0,0,-0.088388,0,0,0,0,0.088388,0,0.088388,0,0,-0.088388,0,0,0,0,0,-0.176777,0,0,0,0,0,0,0,0,0.088388,0,0,-0.088388,0,0,0,0,0,-0.088388,0,0,0.176777,0,0,0,0,0,0,0,0]},{"id":"708fa0867b22c12c511c2224fa82834d0818f1936e86241ff7bbed92de130770","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Can both borrowers be covered?","text":"Can both borrowers be covered?\n\nYes, when the product allows it. Typical options:\n\n- Cover the primary borrower only\n- Cover the spouse / co-borrower only\n- Cover both (two policies or a joint / rider design, depending on carrier)\n\nWe capture `coverage_on_whom` as primary, spouse, or both.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-7","file":"faq.md"},"vector":[-0.1066,0.1066,0,0,0,0,0,0.1066,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,-0.319801,0,0,0,0,0,-0.319801,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0.1066,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,-0.319801,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0.1066,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.426401,0,0,0,0,0,0,0,0]},{"id":"c65e83798f4858fb1f93e80ad1750952bfe34e27abe5d5bb1f7a787fd0110c81","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you need my remaining loan balance?","text":"Why do you need my remaining loan balance?\n\nThe remaining balance is how we size the coverage. The usual goal is to protect about what is still owed, not an unrelated number.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-8","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0,-0.544331,0.136083,0,0,0,0,0,0,-0.136083,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.136083,0,0,0,0,-0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0.272166,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.136083,0,0,0.136083,0,0,0,0,0,0,0,0.408248,0,0,0,0,0,0.136083,0,0,0,0,-0.136083,0,0,0,0,0,0,0,0,0.136083,0,0,0,0,0,0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.136083,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.272166,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"75e33cc14c62bf0c9975f286d385fe3ee856700e5ca0a4bfeb8181cdccaa902e","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you need the remaining term?","text":"Why do you need the remaining term?\n\nCoverage length should usually track the years left on the loan. A 30-year loan with 8 years left does not automatically need a new 30-year term.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-9","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0.112509,0,0,0,0,0,0,-0.675053,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0.112509,0,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.225018,0,0,0,0,0,0,0,0,-0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,-0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"8db87943e118c1037701cef20ba75968ab5f4ff80e4a2b38e6a6d6ad41a481d6","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask the monthly payment?","text":"Why do you ask the monthly payment?\n\nIt shows what a surviving co-borrower or family member would still have to pay each month if the insured died and the loan stayed in place.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-10","file":"faq.md"},"vector":[0,0,0,0,0,0.147442,0,0.147442,0,0,0,0,0,0.147442,0,0,0,0,-0.147442,0,-0.147442,0,0,0,0,0,0,0,-0.589768,0,0,0,0,0,0,0,-0.147442,0,-0.147442,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0.147442,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,-0.147442,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,-0.147442,0,0,0]},{"id":"c29eb5c3a9333bb73bb3f12cf9fbd62d82ef99494addb67e7741beaafc4f180a","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask purchase vs refinance vs existing loan?","text":"Why do you ask purchase vs refinance vs existing loan?\n\nA loan at closing is usually at its highest balance. An existing loan may already be paid down. That changes how much protection is needed.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-11","file":"faq.md"},"vector":[-0.137361,0,0,0,0,0,-0.274721,0,-0.274721,0,0,0,0,0,0,0,0,0,-0.137361,0,-0.137361,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.412082,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0.137361,0,0,-0.137361,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.274721,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.274721,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.274721,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0.274721,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,-0.137361,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0,0,0,0,0.137361,0,0,0,0,0,0,0,0]},{"id":"388ad7ee140b9196292246f09bb9dece3df590fba7a0b737d5a906eeaa2535c1","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask the closing date?","text":"Why do you ask the closing date?\n\nFor a purchase or refinance in process, the final balance may change at closing. We note the date so we can confirm the amount before issue.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-12","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.256074,0,-0.128037,0,0,0,0,0,0,0,0,0,-0.128037,0,-0.128037,0,0,0.128037,0,0,0,0,-0.640184,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.256074,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0.128037,-0.128037,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.256074,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,-0.256074,0,0,0,0,0.128037,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0]},{"id":"8e846df77ec37707730d789eed7fc1092793a808ca43381c2b3b2575487f439e","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask property type and property state?","text":"Why do you ask property type and property state?\n\nProduct rules and licensing follow where the customer lives and, when different, where the property sits. Primary home, second home, and investment property can also change the need story.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-13","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.223607,0,0,0,-0.111803,0,-0.111803,0,0,0,0,0,0,0,-0.447214,0,0,0,0,0,-0.111803,0,0,0,-0.447214,0,0,0,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,0,0,0,0,0,0,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,0,0,0,0,0,0,0,0,-0.111803,0,0,0,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.111803,0,0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.111803,0,0,0,0,0,0,0,0,0,0,0.111803,0,0,0,0,0,0,0,0,0,0,-0.447214,0,0,0,0,0.111803,0,0,0,0,-0.111803,0,-0.111803,0,0,0,-0.223607,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"b8aaad805bcb6db2457a535ac864302d678a6364605b83b0f8ea6bd0a88b5a65","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask who is on the loan vs the deed?","text":"Why do you ask who is on the loan vs the deed?\n\nThe person on the **note** owes the payment. The person on the **deed** owns the home. We capture both so we cover the people whose death would put the mortgage at risk.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-14","file":"faq.md"},"vector":[0,0,0,0.077615,0,0,0,0,-0.077615,0,0,0,0,0,-0.077615,0.077615,0,0,-0.077615,0,-0.077615,0,0,0.077615,0,0,0,0,-0.853766,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.232845,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.15523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0.077615,0,0.15523,0,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.15523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0.077615,0,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,-0.077615,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"06b0933f9336483fbe3fe98089f9685e35f710496e82a4936f6454c91f07451e","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask if I pay PMI?","text":"Why do you ask if I pay PMI?\n\nSo we can explain the difference. PMI protects the lender. Mortgage protection is meant to help the family. Paying PMI does not mean this coverage is included.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-15","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.130189,0,0,-0.130189,0,-0.130189,0,0,0.130189,0,0,0,0,-0.520756,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.260378,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.130189,0,0,0,0,-0.130189,0.390567,0,0,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0.260378,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0.260378,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0,0,0,0,0,0,0,0,0.130189,0,0,0,0,0,0,0,0,0,0,0,0,-0.130189,0,0,0,0,0]},{"id":"3cfbbb31ddb5b608d558766aad23ac4f9e333b27178b45ab95474b802f0f9c0a","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask about income?","text":"Why do you ask about income?\n\nIncome is for **affordability and face-amount reasonability** next to the loan. A very large face compared with income and the mortgage can be a red flag.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-16","file":"faq.md"},"vector":[-0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.140028,0,-0.140028,0,0,0,0,0,0,0,-0.420084,0,0,0.140028,0,0.140028,0,0,-0.140028,0,-0.280056,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.140028,0,0,0,0,0.140028,0,0,0,0,-0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,-0.140028,0,0,0,0,0,0,0,0,0,0,0,-0.140028,0,0,0,0,0,0,0.140028,-0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.280056,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0,-0.280056,0,-0.420084,0,0,0,0,0,0,0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"4f3e762ede5f2cf35abb482e796c2f6c0807bd048b23e6fbebaaf4bd5ed4a6ef","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why do you ask about my spouse or co-borrower?","text":"Why do you ask about my spouse or co-borrower?\n\nIf there is a **co-borrower**, or if coverage is for both people, we need their name, age, sex, and whether they are on the note or deed. The surviving borrower is often the person who would have to carry the house payment alone.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-17","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0.2,0,0,0,0,0,0,0,0.1,0,0,-0.1,0,-0.1,0,0,0,0,0,-0.1,0,-0.5,0,0,0,0,0,-0.1,0,-0.1,0,-0.1,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0.1,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.2,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,-0.1,0,0,0,-0.3,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0.1,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0.1,0,0.1,0,0,0,0.1,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,-0.2,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.3,0,0,0,0,0,0.1,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,-0.2,0,-0.1,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0.3,0,0,0,0,0,0,0,0]},{"id":"52371da1b2fb28d438d1ab9f8152cad5d1fe944504218022987850a568f596db","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What if I already have life insurance?","text":"What if I already have life insurance?\n\nTell us the amount and when it expires. We may keep it and add mortgage protection, or discuss replacement. Replacement is not automatically better. Compare the existing amount and term to the remaining mortgage.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-18","file":"faq.md"},"vector":[0,0,0,0.128037,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.384111,0,0,0,0,0,0,0,-0.128037,0,-0.384111,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.256074,0,0.128037,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0.128037,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.256074,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,-0.128037,0,0,0,-0.128037,0,0,0,0,0.128037,-0.256074,0,0,0,0,0.128037,0,0,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0.128037,0,0,0,0,0,0.128037,0,0,0,0,-0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.256074,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0.128037,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.128037,0,0,0,0,0,0,0,0]},{"id":"950dd8f7896338d6ef83733f94187a5ab772840a7c7324aedc68b04da5da7120","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"How is the premium set?","text":"How is the premium set?\n\nBy age, sex, state, face amount (usually the loan balance), term, and payment mode. Quote only from the **carrier tool**, not from the interview worksheet.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-19","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,-0.147442,0,0,0,0,0,0,0,-0.589768,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0.294884,-0.147442,0.147442,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,-0.147442,0,0,0.147442,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,-0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0.147442,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0,0,0.294884,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0,0,0,0,0.147442,0,0,0,0,0,0,0,0]},{"id":"1fc0604bd9a5be38a6300a88473ca75d149b1a345f549d1febde28243f8e23f4","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Can premiums increase?","text":"Can premiums increase?\n\nMany mortgage protection term products have a **level premium for the term**. Read the illustration / outline of coverage before stating “the price never changes.”","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-20","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.507093,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,-0.169031,0,0,0,0,0.169031,0,0.169031,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0.169031,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.338062,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"33e82984fcb7d3b2345538e92967bd437e7c572a7e54489cee87ab489ece5dbf","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What term should match the loan?","text":"What term should match the loan?\n\nOften the remaining loan term — for example 15 or 30 years — if the product offers that duration. If the customer is close to payoff, a shorter term or a smaller face may fit better.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-21","file":"faq.md"},"vector":[0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,-0.478091,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.239046,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,-0.239046,0,0,0,0,0,0,0,0,0,-0.119523,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.358569,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.239046,0,0,0,0,0.119523,0,0.119523,0,0.119523,0,0,0,0,0,0.119523,0,0,0,0.119523,0,0,0,0,0,0,0,0.119523,0,0.119523,0,0,0,0,0,0,-0.119523,0,-0.119523,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.358569,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"9a753620065b08c068e0447871c06b1b4e4d7193a520b9d356d8354ace3beb98","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What happens if I sell the house or pay off the loan early?","text":"What happens if I sell the house or pay off the loan early?\n\nThe life policy does **not** automatically cancel with the mortgage. The customer can usually:\n\n- Keep the policy for other family protection\n- Reduce the face amount if the carrier allows\n- Surrender or stop paying (coverage then ends per policy terms)\n\nPaying off the loan does not require them to drop the insurance.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-22","file":"faq.md"},"vector":[0,0,0,0,-0.070014,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.770154,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,-0.070014,0,0,0,-0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.070014,0,0,0,0,0,0,0,0.140028,0,0,0,0.070014,0,0,0,0.070014,0,0.070014,0,0,0,0,0,0,0,0,0,0.070014,0,0,0,0,0,0.070014,0,0,0,0,0,0,0,0,0,0.210042,0,0,0,0,-0.140028,0.070014,0,0,0,0.070014,0,0,0,0,0,0,-0.070014,0,-0.070014,0,0,0,0,0,0,0,0,0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.140028,0,0,0,0.070014,-0.070014,0,0,0,0,0,0,0,0,0.070014,0,0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.070014,0,0,-0.070014,0,0,0,0,0,0,0,0,0,0,0,-0.140028,0,0,0,-0.280056,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.070014,0,0.140028,0,0,0,0,0,0,0,0,-0.070014,0,0,0.070014,0,0.070014,0,0,0,0.070014,0,0.070014,-0.140028,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.070014,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.070014,0,0,0,0,0,0,0,0,0,0,0,0,-0.070014,0,0,0,0,0,0,0,0,0]},{"id":"6ec62d9885f046d68b8e6a3a60afc10875eef0c0e1f7da995d69da3d2e97b05b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What happens if I miss a payment on the insurance?","text":"What happens if I miss a payment on the insurance?\n\nThe policy can lapse after the grace period. A lapsed policy does not pay a death benefit. This is separate from the mortgage payment to the lender.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-23","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0,-0.601929,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0.120386,0,0,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.240772,0,0.120386,0,0,-0.240772,0,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.361158,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0.120386,0,0,0,0,0,0.240772,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.120386,0,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0,0,0.120386,-0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0.120386,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"d57a5693165d84c9f3747cc8e81caaca00eeaf3201fd8f1b497f772193b0bc9a","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Is this required to keep my mortgage?","text":"Is this required to keep my mortgage?\n\nNo. Mortgage protection life is voluntary. Do not imply the lender requires this policy.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-24","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,-0.19245,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.3849,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0.3849,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0.3849,0,0,0,0,0,0,0,0,0,0,-0.19245,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19245,0.19245,0,0,0,0]},{"id":"9ff64ddf4e6b621c6d6b6d8e0527d0bf7cfe41bc892cfe84938a3960d2897016","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Who can apply?","text":"Who can apply?\n\nGenerally a resident in a licensed state, within the product’s age band, with a legitimate mortgage-related need. Citizenship and residency rules vary by carrier.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-25","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0.169031,0,0,0,0,-0.169031,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,-0.169031,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0.169031,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.507093,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0.169031,0,0,0,0,0,0,0,0,0,0.169031,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0.169031,-0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.169031,0,0,0,0,0,0,0,0,0.169031,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"fddc65e91dec0926a7f0dbc5a156056dc09984d7a16ec454f3b5b72b90dbdfcc","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"I am only on the mortgage, not the deed (or the reverse). Can I still apply?","text":"I am only on the mortgage, not the deed (or the reverse). Can I still apply?\n\nInsurable interest is usually based on the person whose death would create a financial loss on the loan. Capture who is on the note, who is on the deed, who lives in the home, and who should be insured. Do not invent eligibility.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-26","file":"faq.md"},"vector":[-0.078811,0,0,0.078811,0,0,0,0,0,0,0,0,0,0.157622,-0.078811,0.315244,0,0,0,0,-0.078811,0,0,0,0,0,0,0,-0.630488,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,-0.157622,0,0,0,0,0,0,0,0,0,0,0,-0.394055,0,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,-0.078811,0.078811,0,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,0,0.078811,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0,0,0,0,0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0.157622,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.157622,0,0,0,0,0,0,0,0,0,0,0.236433,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,-0.078811,0,0,0,0,0.078811,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.078811,0,-0.078811,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.078811,0,0,0,0,0,0,0,0]},{"id":"75483313214189723daf643b8ce71d8882a27af82f310c023a477ca25f67bfe0","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Do you need my Social Security number now?","text":"Do you need my Social Security number now?\n\nNot in the first interview. SSN/ITIN, ID, and bank draft details are typically collected at **application** if the customer agrees to apply.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-27","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0,-0.596285,0,0,0,0,0,0,0,-0.149071,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,-0.149071,0,0,0.149071,-0.149071,0,0,0.149071,-0.149071,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.149071,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0.149071,0,0,0,0,0,0,-0.149071,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.298142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.149071,0,0,0,0,0,0,0,0]},{"id":"73fe27696eb455e70b7f4c1f56eba1eafd1bb6701092ad8de173153fe717b84d","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"What information do you need on this call?","text":"What information do you need on this call?\n\nOnly mortgage-related facts:\n\n- Name, phone, email, date of birth, sex, state\n- Remaining loan balance and remaining term\n- Monthly payment, closing date, loan purpose\n- Property type and property state\n- Co-borrower / who is on the note\n- Who to cover\n- Income, beneficiary, existing coverage that could cover the loan\n\nWe do **not** collect BMI, height, weight, tobacco, or disease details in this script.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-28","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0.196116,0,0,0,0,-0.196116,0,0,0,0,0,0,0,-0.294174,0,0,0,0,0,0,0,-0.098058,0,-0.196116,0,0,0,-0.098058,0,0,0,0,0.098058,0,0,0,0,0,0,-0.098058,0,-0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.196116,0,0,0,0,0,0,0,0,0.196116,0,0.294174,0,0,0,0,0,0,0,0.098058,0,0,0,0.098058,0,0,0,0,0,0.098058,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.196116,0,0.196116,-0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,-0.098058,0.098058,0,0,0,0.098058,0,0,-0.098058,0,0,0,0,0.098058,0,0,0,0.098058,0,0,0,0,0,0,0,0.098058,-0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.098058,0,-0.098058,0,0,0,-0.098058,0,-0.098058,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,-0.196116,0,0,0,0,0,0,0,0,0,-0.196116,0.098058,0,0,0,0,0,0,0,0,-0.098058,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,-0.098058,0,0,0,-0.098058,0,-0.098058,0,0,0.098058,-0.196116,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0,0,0.098058,0,0,-0.098058,0,0,0.098058,0,0,0,0,0,0,0,0,0,0,0,0.196116,0,0,0,0,0,0,0,0]},{"id":"25d1d2365a4e2e62c710349757384b2745b0bb70d7fd3da4be23ed2947b8adb0","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"How long does this take?","text":"How long does this take?\n\n- Fact-find call: about 8–12 minutes if loan numbers are ready\n- Application: often same day once they consent\n- Issue: depends on the carrier","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-29","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.179605,0,0.179605,-0.179605,0,0,0,0,0,-0.179605,0.179605,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.179605,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0.179605,0,0,0,0,0,0.179605,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0.359211,0,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.179605,0,0,0,0,0,0,0,0,0,0,0]},{"id":"feaf32c020626d62669f5339fe89cb9b7655c2c9ac771b2e199fc7a822fe5529","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"When is the sale complete?","text":"When is the sale complete?\n\nWhen the policy is **issued** (or the application is submitted and pending issue), covering the mortgage balance for the named insured(s), with premium acknowledged and delivery/requirements cleared.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-30","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.597614,0,0,0,0,0,0,0,0,0,-0.358569,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,-0.239046,0,0,0,-0.119523,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,-0.119523,0,-0.119523,0,0,0,-0.119523,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.358569,0,0,0,0.239046,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.119523,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.119523,0,0.119523,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"c29de64ff8fca27a6a63faf85a46bd9ed9da8ce362b0f7d997c935657b46fe87","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Can you guarantee I’ll be approved?","text":"Can you guarantee I’ll be approved?\n\nNo. Only the issuing company can approve, rate, postpone, or decline.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-31","file":"faq.md"},"vector":[-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,-0.426401,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.426401,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.213201,0,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,-0.213201,0,0,0,0,0]},{"id":"aff8747f9f7a68be984554dd34664b4d034280c5805235ecf1047e6933d98b15","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Why are you calling me?","text":"Why are you calling me?\n\nThe customer came through a loan lead, mortgage desk, CRM, or dialer list. Identify the agency, the purpose (mortgage protection), and offer a callback if now is not convenient.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-32","file":"faq.md"},"vector":[-0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.534522,0,0,0,0,0,0,0,0,0,-0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.133631,0.133631,0,0,0,0,0,0,0,0,-0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.267261,0,0,0,0,0,0,0,0.267261,0,0,0,0,0,0,0,0,-0.133631,0.133631,0,0,-0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,-0.267261,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.267261,0,0,0,0,0,0,0.133631,0,0,0,0,-0.267261,0,0,0,-0.133631,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0.133631,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.133631,0,0,0,0,0,0,0,0]},{"id":"c49a2758569038df4f206ff52cb68cf46ee8ad05ab8707958b184be8fc124798","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Will you share my loan details?","text":"Will you share my loan details?\n\nLoan and household answers are used for quoting and the application with appointed carriers and for the case file. Do not collect more than this vertical needs.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-33","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,-0.142857,0.142857,-0.428571,0,0,0,0,0,0,0,0,0,-0.428571,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.285714,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,-0.285714,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,-0.142857,0.142857,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,-0.142857,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,-0.142857,0,0,0,0,0,0,0,-0.142857,0,0,0,-0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.142857,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"88b92ee7bcd3a595e61f090925e7bd641c2ce03e3d17e50400319369a6f20a79","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/faq.md","doc_type":"faq","module":"mortgage_faq","title":"Quick customer-facing lines","text":"Quick customer-facing lines\n\n**What we help with**\n> Coverage that can help protect the home loan if something happens to you.\n\n**What we do not do**\n> We are not refinancing your loan or selling medical insurance. We are not collecting medical history on this call.\n\n**No bind**\n> I’ll size coverage to your remaining mortgage. The insurance company makes the final decision.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"faq-34","file":"faq.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,-0.182574,0,0,0,0,0,0,0,-0.365148,0,0,0,0,0,0,0,-0.182574,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0.182574,-0.182574,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0.091287,-0.091287,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,-0.091287,0,-0.091287,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.182574,0,0.091287,0,0,0,0,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,-0.273861,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.091287,0,0.182574,0,0,0,0,0,0,0,0,0,0,0,0.182574,0,0.365148,-0.182574,0,0,0,0,0.273861,0,0.091287,0,0,0,0,0,0,0,0,0,0.091287,-0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.091287,0,0,0,0,0,0,0.091287,0,0,0,0,0,0.091287,0,0.091287,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.273861,0,0,0,0,0]},{"id":"72d34b96adaface38959c8cdbd4a2ad88bc98f99fac2a7a004419534f59f7d7f","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"Mortgage Protection — Objections","text":"Mortgage Protection — Objections\n\nUse these responses on mortgage protection calls only. Stay on **mortgage-related facts**. Do not pivot into loan origination, refinance rates, or medical plans. Do not collect BMI, height, weight, tobacco, or disease history to overcome an objection.\n\n**Rules**\n- Acknowledge the concern, then restate the purpose: protect the **home loan** if the insured dies.\n- Do not argue. Do not over-promise issue or price.\n- If they refuse the product category, disposition and stop.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-0","file":"objection.md"},"vector":[0,0,0,0,0,0,-0.167836,0,0,0.083918,0,0,0,0.083918,-0.083918,0,0,0,0,0,-0.335673,0,0,0.083918,0,0,0,0,-0.419591,0,0,0,0,0,0,0,-0.083918,0,-0.083918,0,0,0,0,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.167836,0,0,0,0,0,0,0,0,0,0,0.167836,-0.083918,0,0,0.083918,-0.083918,0,0,0.083918,0,0.083918,-0.083918,0,0,0,0,0,0,0,0,0.251754,0,0,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.251754,0,0,0,0,0,0,0,-0.083918,0,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,0,0.083918,-0.083918,0.083918,0,0,0,0,0,0,0,0,0,0,0,0.083918,0,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,0,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0.083918,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0.083918,0,0,0,0,0,0,0,0,-0.167836,0,0,0,0,0.083918,0,0.083918,0,0,0,0,-0.167836,0,-0.083918,0,-0.335673,0,0,0,0,0,0,0,0,0,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,0,0,-0.083918,0,0,0,0,0.083918,0,0,0,0,0,0.083918,0,0,0,0,0,0,0,0,-0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083918,0,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083918,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083918,-0.083918,0,-0.083918,0.083918,0,0,0,0,-0.083918,0,0,0]},{"id":"6e27941c0e01ce8d5860accf214670357cc43fe17cb673f67acf0d4b7de69d82","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"How to handle any objection","text":"How to handle any objection\n\n1. **Pause and acknowledge** — “That makes sense.”\n2. **Clarify** — Is it timing, trust, cost, or they wanted a loan?\n3. **Reframe to the mortgage** — Who would have to make the house payment?\n4. **Ask a small next question** — remaining balance, who is on the loan, who to cover.\n5. **If still no** — Offer a callback or close; log the disposition.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-1","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.264135,0,0,-0.088045,0,0,0,0,0,0,0.088045,0,0,-0.440225,0,0,0,0,0,0,0,-0.35218,0,-0.088045,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,-0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,-0.17609,0.088045,0,0.088045,0,0.088045,0,0,0,0,0,0.17609,0,0,0,0,0,0,0,0,0,0,0,0,-0.088045,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0.088045,-0.17609,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.35218,0,0,0,0,0.088045,0,0,-0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,-0.17609,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0.088045,0,0,0,0,0,0,0,0.088045,0,0.088045,-0.088045,0,0,0,0,0,-0.17609,0,0,0,0,0,-0.088045,0.17609,0,0,-0.088045,0,0,0,0,0.17609,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.088045,0,0,0,0,-0.088045,0.088045,0,0,0,0,0,0,0,0.088045,0,0,-0.088045,0,0,0,0,0.088045,0,0,0,0,0,0,-0.088045,0,0,0,0,0]},{"id":"94aae024e647f5fae7846d9313ed1caf578a2e0b5ce29ef6faba87ee12b9dab4","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I thought this was about my mortgage / a lower rate / refinance.”","text":"“I thought this was about my mortgage / a lower rate / refinance.”\n\n> I understand — a lot of people expect a loan call. This is **not** a refinance and we are not changing your rate. This is **life insurance** meant to help protect the remaining mortgage if something happens to you, so your family is not left with the house payment. Are you still interested in that kind of protection, or were you only looking to change the loan?\n\n**If they only want a loan:** thank them, disposition `Wrong product — wants loan/refinance`, end the mortgage protection path.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-2","file":"objection.md"},"vector":[0,0,0,0,0,0,-0.188237,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.062746,0,0,0,0,-0.439219,0,0,0,0,0,0,0,-0.188237,0,-0.062746,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0,0,0,-0.062746,0,0,0,-0.062746,0,0,0,-0.062746,0,0,0,0,0.062746,-0.125491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0.250982,0,0,0,0.062746,0,0,0,0.125491,0,0,0,0,0,0,0,0,0,0,0,0.188237,0,0,-0.062746,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.188237,0,0.062746,-0.062746,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0.062746,0,0,0,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0,0,0,0,0.062746,0,0.062746,-0.439219,0,0,0.062746,0,0,0,0,-0.062746,0,-0.062746,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0.125491,0,0,0,0.062746,0,0,0,0,0,0,0,0,0,0.062746,0,0,0,0,0,0,0,0,0,0,0,0.125491,0,0,0,0,0,0,0,0,0,0.062746,-0.062746,0,0,0,-0.062746,0,0,0,-0.125491,0,0,0,0,0.062746,0,0,0,0,0,0,-0.125491,0,0,0,-0.188237,0,0,0,0,0,0,0,-0.062746,0,0,0.188237,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.062746,0,0.125491,-0.188237,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.062746,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0,-0.062746,0,0,0,0,0,0,0,-0.125491,0.062746,0,0.062746,0,0,-0.062746,0,-0.062746,0,0,0,0,0,-0.062746,0.125491,0,0,-0.125491,0,0,0,0,0]},{"id":"a624515c92ad3cdcf285d69bf493b9458f15264c93c929a057eb82b4da9b4f69","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“Is this PMI? I already pay mortgage insurance.”","text":"“Is this PMI? I already pay mortgage insurance.”\n\n> PMI protects the **lender** if you default. What we are talking about protects **your family** if you pass away. PMI does not pay off the loan when someone dies. They solve different problems.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-3","file":"objection.md"},"vector":[0,0,0,0,0,0,-0.118678,0,0,0,0,0,0,0,0,0.118678,0,0,0,0,0,0,0,0,-0.118678,0,0,0.118678,-0.474713,0,0,0,0,0,-0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.118678,0,0,0,0,0,-0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.237356,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0,0,0,0,0.237356,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.356034,-0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0.118678,0,0,0,0,0,0,-0.237356,0,0,0,-0.237356,0,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0.237356,-0.118678,0,0,0,0,0.118678,-0.118678,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0.237356,0,0,0,0,0,0,0,0,0,0.118678,0,0,0,0,0,0,0,0]},{"id":"11372ffe79504fc34e067ad8e2e9fd5473120423d2e8339e13a67100a4d5c97f","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I already have homeowners insurance.”","text":"“I already have homeowners insurance.”\n\n> Homeowners covers the building for fire and similar losses. It does not replace your income or pay the mortgage if you die. Mortgage protection is life insurance on you (and your co-borrower if needed).","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-4","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.464991,0,0,0,0,0,0,0,0,0,-0.464991,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,-0.116248,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.232495,0,0,0,0,0,0.116248,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0.116248,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,-0.232495,0,0,0.116248,-0.116248,0,0,0,0,0,-0.116248,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.116248,0.232495,0,0,-0.232495,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,-0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0.116248,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.232495,0,0,0,0,0,0,0,0]},{"id":"a110845541b4ab2664d1b9ae9e19ea833d54c83b92d1439f2bf8db6e847e9e9f","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I want health insurance, not this.”","text":"“I want health insurance, not this.”\n\n> This is not medical coverage and it will not pay doctor bills. If you need health insurance, this call is the wrong product. I won’t keep you on a mortgage protection application.\n\nDisposition: `Wrong product — wants health insurance`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-5","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.325396,0,0,-0.108465,0,0,0,0,0,0,0,0,0,-0.325396,0,0,0,0,0,0,0,0,0,-0.108465,0,0,0,0,0,-0.21693,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.21693,0.108465,0,0,0,0,0,0,0,0,0,0,-0.108465,0,0,0,-0.108465,0,0,0,0,0,0,0,-0.108465,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.108465,0,0.108465,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.325396,0,0,0,0,0,0,0,0.108465,0,0,0,0.108465,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.108465,0,0,-0.108465,0,0,0.21693,0,0,0,0,-0.108465,0,0,0,0,0,0,0,0,0.108465,0,0,0,0,0,0,0,0,0,0,-0.108465,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.21693,0,0,0,-0.108465,0,0,0,0,0,0,0,0,0,0,0,-0.108465,0,0,0,-0.325396,0,0,0,0,0,-0.108465,0,0,0,0,0.21693,0,0,0,0,0,0.108465,0,0,0,0,0,0,0,0.108465,0,0,0,0.325396,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"865c10e3ac6014eddae688acc2abe7f9a2b6c0ba6023529519e33cf8c5f23cc3","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“My lender said I don’t need this.”","text":"“My lender said I don’t need this.”\n\n> The lender does not require it, and you should not buy it just because someone called. The question is whether anyone else could comfortably keep the house payment if you were gone. If the answer is yes, you may not need it. If the answer is no, that is the gap this covers.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-6","file":"objection.md"},"vector":[0,0,0,0,-0.073521,0,-0.073521,0,0,0,0,0,0,0,0,0.147043,0,0,0,0,0,0,0,0,0,0,0,0.073521,-0.661693,0,0,0,0,0,0,0,0,0,-0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.073521,0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147043,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147043,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.147043,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.073521,0,-0.073521,0,0,0,0,0,0,0,-0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.147043,0,0,0,0.220564,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.073521,0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.220564,0,0,0.073521,-0.220564,0.073521,0,0,-0.073521,0,-0.294086,0,0,0,0,0.294086,0,0,0,0,0,0,-0.073521,0,0,0,0,0,0,0.073521,0,0,0,0,0,0,-0.073521,0,0,0,-0.073521,0,-0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.073521,0,0,0,0,0.073521,0,0,0,0.073521,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.073521,0,0,0,0,0]},{"id":"aaacc21c7d6590b25e1b171343b39bed1f72441161e352a9d7b0fbab97d1691c","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I don’t need it. My spouse works / we have savings.”","text":"“I don’t need it. My spouse works / we have savings.”\n\n> That’s helpful. Many families can cover a few months. The remaining mortgage is **[loan balance]**. If one income stopped, could the other person keep the payment — about **[monthly payment]** — for the full remaining term of **[loan term]** years without selling the house? If yes, we can stop. If it would be tight, even a smaller face amount than the full balance can help.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-7","file":"objection.md"},"vector":[-0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.164957,0,-0.494872,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,0,0,0,0,-0.082479,0,0,0,0,0,-0.164957,0.082479,-0.082479,0,0,0,-0.082479,0,-0.082479,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0.164957,0,0,0,0,0,0,0,0.082479,0,0.082479,0,0,0,0,0,0,0,0.082479,0,0.164957,0,0,0,0,0,0.082479,0,0,0,0,0,0.082479,0,0,0,0,-0.082479,0,-0.082479,0.164957,0,0,0,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0.082479,0,0,0,0,0,0,-0.247436,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,0,0,-0.082479,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,-0.082479,0,-0.082479,0,0,0,0,0,0,0.247436,0,0,0,0.082479,0,0,0,0,0,0,-0.082479,0.164957,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0,0,0,-0.247436,0.082479,0,0,0,0,0,0.082479,-0.082479,0,-0.247436,0,0,0,0,0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,0,0,0,0,0,0.164957,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,0,0,0,0,0,0,0,0,0,0,0,0,0,0.164957,0,0,0,0,0,0,0,0,0,0,-0.082479,0,0,0,0,0,-0.082479,0,0,0.164957,0,0,0,0,0,0,0,0,0,0,0,0,0,0.082479,-0.082479,0,0,0,0,0]},{"id":"f2416510f304781d849bd0e9f1dc6013dcaae4aecaee469909be9bc158b75a33","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“We’ll just sell the house if something happens.”","text":"“We’ll just sell the house if something happens.”\n\n> Selling is an option, but it is not always fast or at a good price, and the family still has to live somewhere. This coverage is there so selling is a **choice**, not a forced move during a hard time.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-8","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0.109764,0,0,0,0,-0.219529,0,0,0,0,0,0,0,-0.109764,0.109764,-0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,-0.109764,0.109764,0,0,-0.109764,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,-0.439057,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0.109764,0,0.109764,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,-0.219529,0,0,0,0,0,-0.109764,0,0,0,-0.109764,0.439057,0,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0.219529,-0.109764,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0.219529,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0.109764,-0.219529,0,0,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"534cf7213ed2b615941212c18a69daab872b4e74bcae4c7211a6cf1949f996be","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I’ll buy later.”","text":"“I’ll buy later.”\n\n> Waiting is fine if the budget is the issue. The loan balance is usually highest now, especially near closing. If you want to wait, tell me a date after closing or after you check the remaining balance.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-9","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,-0.106,0,0,0,0,0,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,-0.635999,0,0,0,-0.106,0,0,0,-0.106,0.106,0,0,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.106,0,0,0,0,0.212,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.106,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.106,-0.106,0,0,0,0,0,0,0,0,0,0,0.106,0,0,-0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.106,0,0,0,0,0.106,-0.106,0,0,0,-0.106,0,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.106,0,0,0,0,0,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.212,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.317999,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.106,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.212,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.317999,0,0,0,0,0,0,0,0,0,0,0,0.106,0,0,0,0,0,0,0,0]},{"id":"1914e6f64f8fe306265b782ce153665bf4e9c2a6c69291c94ad769da0ee5b634","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“The loan is almost paid off.”","text":"“The loan is almost paid off.”\n\n> Then we should not oversell. If the balance is small, you may need little or no extra coverage. Tell me the remaining balance and years left; if it is not a real risk, I’ll say so.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-10","file":"objection.md"},"vector":[0,0,0,0,0,0,-0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,0,0,0,0,-0.468165,0,0,0,0,0,0,0,0,0.117041,-0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,0,0,0,0.117041,0,0,-0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.117041,0,0,0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.234082,-0.117041,0,0,0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.117041,0,0,0,0,0.117041,0,0,0,0,-0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.234082,0,0,0,-0.351123,0,-0.117041,0,0,0,-0.117041,0,0,0,0,0.351123,0,0,0,0,0,0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,-0.117041,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.117041,0,0,-0.117041,0,0,0,0,0,0,0,0,0.117041,0,0.234082,0,0,0,0,-0.117041,0,0,0,0,0,-0.117041,0,0,0,-0.117041,0,0,0,0,0]},{"id":"5d7ee0de5c0272951b1a54b6d5aef0cdb5df6474597322851035fb62460e2b6b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I rent” / “I don’t have a mortgage.”","text":"“I rent” / “I don’t have a mortgage.”\n\n> Then mortgage protection is not the right product for this call. I won’t take a full loan interview for a mortgage you don’t have.\n\nDisposition: `No mortgage / not a homeowner`.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-11","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.215666,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107833,0,0,0,0,0,0,0,-0.323498,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.431331,0,0.107833,0,0,0,0,0,0,0,0,0,0.215666,0,0,0,0,0,0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.215666,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107833,0,0,-0.431331,0,0,0.107833,0,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.215666,0,0,0,-0.215666,0,0,0,0,0,0,0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0.323498,0,0,0,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107833,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107833,0,0,0,-0.107833,0,0,0,0,0]},{"id":"07cdc94aa4ca181a83b10a738ed06fd90c7a13246394e2ff982a8dc0a87172a3","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“It’s too expensive.”","text":"“It’s too expensive.”\n\n> Fair. Premium follows age, state, term, and the face amount. We can:\n> - Cover only the remaining balance, not extra\n> - Cover one borrower instead of both\n> - Look at a shorter remaining term if the product allows\n>\n> What monthly amount would be comfortable? I’ll see if a carrier quote can land near that — I won’t guess a price from this call alone.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-12","file":"objection.md"},"vector":[-0.094491,0,0,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0.094491,0,0,0,0,0,0,0,0,0,0,0,0,-0.377964,0,0,0,0,0,-0.094491,0,0,0.094491,-0.094491,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0.094491,0,0,-0.094491,0,0,0.094491,0,0,0,0,-0.094491,0,0,0,0,0,-0.188982,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.094491,0.094491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.188982,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094491,-0.094491,0.188982,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094491,0,0,0,0,-0.094491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094491,0,0,-0.377964,0,0,0.094491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.094491,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0,0,0.188982,0,0,0,0,0,0,0,0,0,0,0,0.094491,0,0,0,0.094491,-0.094491,0.094491,0,0,0,0,0,0,-0.094491,0,-0.188982,0,0,0,0,0,-0.188982,0,0,0,-0.094491,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0,0,0,0,0,-0.094491,0,0,0,0,0,0,0.094491,0,0,0,0,0,0.094491,-0.094491,0,0,0,0,0.094491,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.188982,0,0,0,0,0,0,0,0,0,0,0,0,0,0.283473,0,0,0,0,0,0,0,0,0,0,-0.094491,0,-0.094491,0,0,0,-0.094491,0.094491,0,0.094491,0,0,0,0,0,0,0,0,0,0,0,0.188982,0,0,0,0,0,0,0,0]},{"id":"0900e4c17a05df6995f60f5c3ede0ee30223bd3b7a9b886a55ecc61474dbe9ea","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I need to talk to my spouse.”","text":"“I need to talk to my spouse.”\n\n> That’s reasonable, especially if they are on the loan. Would it help if we do a short three-way call, or should I send a one-page summary of the loan amount, who would be covered, and a quote range? When is a good time for both of you?\n\nDo not treat this as a hard no. Set a callback. Disposition: `Callback — spouse/decision maker`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-13","file":"objection.md"},"vector":[-0.080845,0.080845,0,0,0,0,0,0,0,0,0,0,0,0.080845,0,0.080845,0,0,0,0,-0.16169,0,0,0,0,0,-0.16169,0,-0.242536,0,0,0,0,0,-0.080845,0,-0.16169,0,-0.080845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.16169,0,0,0.080845,0,0,0,0,0,0,0,0,-0.080845,0,0,0,0,0,0,0,0,0,0,0.16169,-0.080845,0,0,0,0,0,0,0,0,0,0,0.080845,0,0,0,0,0,0.080845,0,0.080845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080845,-0.080845,0,-0.080845,0,0,0,0,0,0,0,0,0,0,0,-0.080845,0,0,0.16169,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080845,0,0,-0.565916,0,0,0.080845,0,0,0,0,-0.080845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080845,0,0,0,0,0,0,0,0,0,0.080845,0,0,0,0,0,0,0,0.080845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080845,0,0,0,0.080845,0,0,-0.323381,0,0,0.080845,-0.080845,0,0,0,0,0,-0.080845,0,0,0,0,0.080845,0,0,0,0.080845,0,0,0,0,0,0,0,0,0,0,-0.080845,0,0,0,0,0.080845,-0.080845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080845,0,0,0,0,0,0.080845,0,0,-0.080845,0,0,0,0,0.080845,-0.080845,0,0,0,0,0,0,0,0,0,-0.16169,0.080845,-0.16169,0,0,0,-0.16169,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.080845,0,0,0,-0.16169,0,0,0,0,0]},{"id":"10ae21eafee228f7c18224cdae5caca75a4924d40736087a9de5aff8871ee427","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“Send me something first.”","text":"“Send me something first.”\n\n> I can send a short outline of what mortgage protection is and is not. To send a useful quote I still need age, state, remaining loan balance, and remaining term. Which email is best, and can I take those items now?","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-14","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,-0.337526,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,-0.337526,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0.112509,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,-0.112509,0,-0.225018,0,0,0.337526,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0,0,0.112509,0,0,0,0,0,0.337526,0,0,0,0,0,0,-0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0.225018,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.112509,0,0,0.225018,0,0,0,0,0,0,0,0,0,0,0,0.112509,0,0,0,0,0,0,0,0]},{"id":"638fdd96aca77a98d3f82d34d5609c3d736f92e22cb27ed16ff77f416031fb9a","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I can invest that money instead.”","text":"“I can invest that money instead.”\n\n> Investing can build savings if contributions stay consistent. This policy is for a specific risk: a death while a large loan is still due. It is not an investment pitch. If the family could pay the mortgage from investments today, you may not need it.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-15","file":"objection.md"},"vector":[0,0,0,0,0,0,-0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107211,0,0,0,-0.321634,0,0,0,0,0,0,0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107211,0,0,-0.107211,0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107211,0,0,0,0,0.107211,0,0.107211,0,0,0,0,0,0,0,0,0,0,-0.107211,0,0,0,-0.107211,0,0,0.107211,0,0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107211,0,0.214423,0,0,0,0,0,0,0,0.107211,0,0,-0.107211,0,0,0,-0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.107211,0,0,0,0,0,0,0,0,0,0,0,-0.428845,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.214423,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107211,0,0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.214423,0,0,0,0,0,0,0,0.107211,0,0,-0.107211,0.107211,0,0,0,0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.214423,0,0,0,-0.214423,0,0,0,0,0,-0.214423,0,0,0,0,0.321634,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107211,0,0,0,0,0,0,-0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.107211,-0.107211,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"a26e198fffc95bf63bdadd7d6e26dd133fc3067ceeb2d8fa0cc6f1babe93e458","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“How did you get my number?”","text":"“How did you get my number?”\n\n> You came through **[lead source: mortgage desk / CRM / prior loan inquiry]**. If you want off the list, say so and I will log do-not-call. If you do have a mortgage and want the protection question answered, I can keep this to a few minutes.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-16","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.19803,0,0,0.099015,0,0,0,0,-0.594089,0,-0.099015,0,0,0,0,0,-0.099015,0,-0.19803,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.099015,0,0,0,0,0,-0.099015,0,0,0,0,0,-0.19803,0.099015,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.19803,0,0,0,0,0,0,0,0.099015,0,0,0,0.099015,0,0,0,0,0,0.19803,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,-0.19803,0,0,0.19803,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0.099015,0,0,-0.099015,0,0,0,0,0,0,0,0,0,0,0,-0.19803,0,0,0,0,0,0,0,0,0,0,0,-0.19803,0,0,0,-0.19803,0,0,0.099015,-0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.099015,0,0,0,0,0,0,0,-0.099015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099015,0,0,0,0,0,0]},{"id":"102044dcb6af3ea21b6ab6525addfe9c72dc94e138df89bf31c3a8f4bafb5fe9","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I don’t give personal information on the phone.”","text":"“I don’t give personal information on the phone.”\n\n> Understood. For a quote we need age, state, remaining loan balance, remaining term, and who is on the loan. We do **not** need your Social Security number until you agree to apply. We are not collecting medical history on this call.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-17","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,-0.110432,0,0,0,0,0,0,0,-0.331295,0,0,0,0,0,0,0,-0.110432,0,-0.110432,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,-0.110432,0,0,0,0,0,0,0,0,0,0,0,-0.331295,0,-0.110432,0,0,0,0,0,0,0,0,0.220863,-0.110432,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0.220863,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0.220863,0,0,0,0,0,0,0,0,0,0,0,0,-0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0,-0.110432,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.220863,0,0,0.110432,-0.110432,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,-0.220863,0,0,0,-0.110432,0,0,0.110432,0,0,0,0,0,0.331295,-0.110432,0,0,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0.220863,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,0,0.220863,0,0,0,0,-0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.110432,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"3ef1963c3816cb6e846530869953df9d22d3bb8670a96d960629f43b0550542b","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I don’t trust insurance companies.”","text":"“I don’t trust insurance companies.”\n\n> You should read the outline of coverage. I will not tell you the lender is paid automatically, or that you are required to buy this to keep the mortgage. If you want to proceed, we size the policy to the remaining loan and you decide.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-18","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,-0.803219,0,0,0,0,0,0,0,-0.321288,0,-0.080322,0,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.160644,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0.080322,0,0.080322,-0.080322,0,0,0.080322,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0,0,0,-0.080322,0,0,0,-0.080322,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0,-0.080322,0,0,0,-0.080322,0,0,0,0,0,0,0.080322,0,0,0,0,0,0.080322,0,0,0,0,-0.080322,0.080322,0,0.080322,0,0,0,0.080322,0,0.080322,-0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0,0,0,0,0,0,0,0,0,-0.080322,0,0,0.080322,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"35f26e139fcf30d958e920271108e449b1956cce2e58f388514c993916b70957","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“This is a scam.”","text":"“This is a scam.”\n\n> I’m with **[licensed agency name]**. I can give you my name, the agency, and the state license details. We are discussing life insurance tied to your mortgage, not requesting a wire, gift cards, or remote access to your computer. If anything feels off, hang up and call the agency number on our website.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-19","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,-0.4,0,0,0,0,0.1,0,0,-0.2,0,-0.2,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,-0.3,0,-0.2,0,0,0,0,0,-0.1,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.3,0,0,0,0,0,0,0,0.1,-0.1,0,0,0,0,0,0,0,0,0.1,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0.1,0,0,-0.2,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,0,0,0,0,0,0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1,-0.2,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,-0.2,0,0,0,0,0,0,0,0,0,0,0.1,0,0,-0.1,0,0,0,-0.1,0,0,0,-0.2,0,0,0,0,0,0,0.1,0,0.1,-0.2,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.2,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1,0,0,0,0,0,0,0,0,0.1,0,0.1,0,0,-0.1,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1]},{"id":"cb53f5034d21ecaedd034b7bb3a7b9a43db9d5dc0e1ccdddcffa871e4c48867f","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I never asked for this call.”","text":"“I never asked for this call.”\n\n> I’ll keep it brief. If you are not a homeowner with a mortgage, I’ll end the call. If you are, the only question is whether anyone should be protected on that loan. Yes or no is enough.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-20","file":"objection.md"},"vector":[-0.109764,0,0,0,0,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.439057,0,0,0,0,0,0,0,0,0.219529,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.329293,0.109764,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,0,0.109764,0,0,-0.109764,0,0,0,0,0.109764,0,0,0,0,0,0,-0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,0,0.109764,0,0,0,0,0,0.219529,0,0,-0.329293,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0.219529,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.219529,0,0,0,-0.109764,0,0,0,0,0,-0.219529,0,0,0,0,0.219529,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.219529,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.109764,0,0,0,0,0.109764,0,0.109764,0,0,0,0,0,0,0,0,0,0,0,0,0,0.109764,0,0,-0.109764,0,0,0,0,0]},{"id":"e9befbe5b37624af1f42c6e6cff53c84924d3ce0b324f8b589185a74aab76361","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I’m closing next week. Call me after.”","text":"“I’m closing next week. Call me after.”\n\n> Closing is exactly when families look at this, because the new loan balance is highest. If you prefer after closing, I’ll set a date. If we start now, we only collect loan facts — you do not have to apply today.\n\nDisposition if delayed: `Callback — after closing`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-21","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,-0.099504,0,0,0,0,0,0,0,0,0,0,0,-0.099504,0,0,0,0,0,0,0,-0.298511,0,0,0,0,0,0,0,-0.099504,0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.199007,0,0,0,0,0.298511,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0.199007,0,0.099504,0,0.099504,0,0,0,0,0,0,0,0,-0.099504,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,-0.099504,0,0,0.099504,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,-0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.099504,0.099504,0,0.099504,0,0.099504,0,0,-0.099504,0,0,0,0,0.099504,0,0,-0.099504,0,0,0,0,0,0,0,0,0,-0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,-0.398015,0,0,0,-0.099504,0,0,0,0,0,0,0.099504,0,0,0,0.199007,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.199007,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,-0.398015,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.099504,0,0,0,0,0,0,0,0,0,0,0,0.199007,0,0,0,0,0,0,0,0]},{"id":"8c0943e8c38d56a93d41ff8202745da8fa4622bbabe55d7b1824e851d8503cb6","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I already have life insurance through work.”","text":"“I already have life insurance through work.”\n\n> Group coverage is useful, and it often ends or shrinks if you leave the job. Your mortgage does not end when the job does. What amount do you have at work, and what is the remaining loan? We can see whether there is a gap.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-22","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,-0.103142,0,0,0,-0.103142,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,-0.515711,0,0,0,0,0,0,0,0,0,-0.206284,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0.103142,-0.206284,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0.206284,0,0,0,0,0,0,0,0.103142,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.206284,0.103142,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,-0.103142,0,0,0,0,0,-0.103142,0,0,0,0,0.309426,0,0,0,0.103142,0,0.206284,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0.103142,-0.206284,0,0,0,0,0.206284,-0.206284,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.103142,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.103142,0,0,0,0,0,0,0,0]},{"id":"86d71ed2eb5187024c50b3cc0c5e881cdbed6606d3dbd0af5b9d755bb4c3c661","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I already have a term policy.”","text":"“I already have a term policy.”\n\n> Then we compare. If your existing term already covers the loan with a beneficiary who would pay the house off, you may not need more. If the term expires before the mortgage, or the amount is smaller than the balance, that is the gap.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-23","file":"objection.md"},"vector":[0,0,0,0.089087,0,0,-0.089087,0,0,0,0,0,0,0,0,0.089087,0,0,0,0,0,0,0,0,0,0,-0.089087,0,-0.712697,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.089087,0,0,0,0,-0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0.089087,0,0.089087,0,0,0,0,0,0,0,0,0,0,0,0.089087,0,0,0,0.089087,0,0,0,0,-0.089087,0,0,0,0,0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.267261,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.089087,0,0,-0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.089087,0,0,0,0,0.089087,-0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.178174,0,0,0.089087,-0.178174,0,0,0,0,0,0,0,0,0,0,0.178174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.089087,-0.089087,0,0,0,0,0,0,0,0,0,-0.089087,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.089087,0,0,0,0,0,0.089087,0,0,0,0,0,0,0,0.267261,0,0,0,0,0,0,0,0,0,0,-0.089087,0,0,0,0,0,0,0.089087,0,0.089087,0,0,0,0,0,0,0,0,0,0,-0.089087,0.178174,0,0,0,0,0,0,0,0]},{"id":"f55be3ecf8b1fdac72288284a0ecb33bd121a3256c8bcedd9f9bbff446c410a8","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I need to think about it.”","text":"“I need to think about it.”\n\n> Of course. The pieces to think about are only three: remaining balance **[amount]**, remaining term **[years]**, and who is on the loan. I can quote after you think, or we can finish the loan facts now so the quote is real. Which do you prefer?\n\nIf they stall with no date: offer a specific callback. Disposition: `Callback — thinking`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-24","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,-0.083333,0,0,0.083333,0,0,0,0,-0.5,0,0,0,0,0,0,0,-0.166667,0,-0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,-0.166667,0,0,0,-0.083333,0,-0.166667,0,0,0,0,0.083333,0,0,0,0,0,0,-0.083333,0,0,0,0,0,0,0,0,0.166667,0,0.416667,0,0,0,0,0,0,-0.083333,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0.166667,-0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.083333,0,0,0,0,0,0,0,-0.083333,0,0,0,0,0,0,0,-0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,-0.25,0,0,0,0,0,0,0,0,0,-0.083333,0,-0.083333,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0,0,0.25,-0.083333,0,0,0,0,0.166667,0,0,0,0,0,0,0,0,0,0,-0.083333,0.083333,0,0.083333,0,0,0,0,0,0,0,0,0,0,0,0.166667,0,0,-0.083333,0,0,0,0,0]},{"id":"81180101a2235bb2f899c7d21b98052f4811db9dc0062c2a4909edcda86d148d","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“Call me next month.”","text":"“Call me next month.”\n\n> I’ll put you down for **[date/time]**. I’ll only need to refresh anything that changed — loan balance, remaining term, or who is on the note — not start from zero.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-25","file":"objection.md"},"vector":[0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0.156174,-0.312348,0,0,0,0,0,0,0,-0.156174,0.312348,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.312348,0,0,0,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0,0,0,0,0.156174,0,0.156174,0,0,0,0.156174,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0.156174,-0.156174,0,0,0,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.156174,0,0.156174,0,0,-0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.156174,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0.156174,-0.156174,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0,0,0,0,0.156174,0,0,0,0,0,0,0,0]},{"id":"63640b8541e911e589caa15f9c22a8574de411039acac7728780eb01a013f913","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I’m not the person on the loan.”","text":"“I’m not the person on the loan.”\n\n> I should speak with the borrower or co-borrower who would be insured. Who is that, and is there a better number or time?\n\nDisposition: `Wrong party / not the insured`.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-26","file":"objection.md"},"vector":[-0.123091,0,0,0,0,0,0,0.123091,0,0.123091,0,0,0,0.246183,0,0.246183,0,0,0,0,0,0,0,0.123091,0,0,0,0,-0.492366,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.246183,0,0,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,0,0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,-0.123091,0,0,0,-0.246183,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.246183,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.246183,0,0,0,0,0.123091,0,0,0,0,0,0.246183,0,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,-0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.123091,0,-0.123091,0,0,0,0,0.123091,0,0,0,0,0,0,0,0,0,0,0,0,0,0.246183,0,0,0,0,0,0,0,0]},{"id":"dc800055651f92802f4cce74f2d2056c4c215825b2eabfa233d3c144760b6569","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“I don’t know my loan balance.”","text":"“I don’t know my loan balance.”\n\n> That’s common. You can check a statement, lender app, or last closing disclosure. I can take a close estimate now, or I’ll call you back once you have the remaining balance and years left.\n\nDisposition: `Callback — needs loan numbers`.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-27","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,-0.1066,0,0,0.1066,0,0,-0.426401,0,0,0,0,0,-0.1066,0,0,0.1066,-0.1066,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0.1066,0,0,0,0,0,0,-0.426401,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,-0.1066,0.1066,-0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,-0.1066,0,-0.319801,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0.1066,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.1066,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.213201,0,0,0,0,-0.1066,0,0,0,-0.1066,0,0,0.1066,0,0,0,0,0,0,0,0]},{"id":"6a41109675072f665cc7245d7cc2394d7b93dbefd0f76b93ba02566503ee1fb3","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“Cover me only. My spouse doesn’t want to talk.”","text":"“Cover me only. My spouse doesn’t want to talk.”\n\n> We can cover the primary borrower only. If both names are on the loan, the uncovered person still owes the payment if the insured dies **or** if the uncovered person dies. I’ll note coverage is on you only; your spouse can be added later if the product allows and they apply.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-28","file":"objection.md"},"vector":[-0.079057,0,0,0,0,0,-0.158114,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,-0.158114,0,-0.632456,0,0,0,0,0,-0.079057,0,-0.079057,0.079057,-0.079057,0,0,0.079057,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,-0.158114,0,0,0.079057,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.158114,0,0,0,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,-0.158114,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0.079057,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0.237171,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,-0.079057,0,0,0,0,0.079057,-0.158114,0,0,0,0,0,-0.316228,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0.079057,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0.079057,-0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0.079057,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.316228,0,0,0,0,0,0,0,0]},{"id":"3a713ac2057714e585fca0907ec8aea18266bc53d6ad4fd1bd2a24a8f622544a","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"“We want both of us covered for the same price as one.”","text":"“We want both of us covered for the same price as one.”\n\n> Two people are two ages and two policies or a joint design, depending on the carrier. I can quote both and you can choose one policy or two. I cannot honestly promise one premium for two people without the carrier quote.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-29","file":"objection.md"},"vector":[0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.376288,0,0,0,0,0,-0.188144,0,0,0,-0.188144,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,-0.094072,0,0,0,0,0,-0.188144,0,0,0,0,0,0,0,0,0,0,0,-0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0.282216,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0.094072,0,0,0,0,-0.188144,0,0,0,0,0,0,0,0,0,0,0,-0.188144,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.47036,-0.094072,0,-0.094072,0,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.094072,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.188144,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.282216,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094072,-0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,-0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.094072,0,0,0,0,0,0,0,0.188144,0,0.094072,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.094072,0,0,0,0,0,-0.188144,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0]},{"id":"dc5d553025433a799fe3d2071689472207e1022a97149a6101093ee321bd06fd","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"Close-the-loop lines (after handling the objection)","text":"Close-the-loop lines (after handling the objection)\n\n**If they re-engage**\n> Let’s lock the remaining loan balance, remaining term, and who should be covered.\n\n**If they stay unsure**\n> I’ll send a short summary of the loan amount and call you on **[day]** at **[time]**. No application until you say so.\n\n**If they refuse**\n> Thank you for your time. I won’t keep selling this. If you later want mortgage protection, you can reach us at **[number]**. I’m logging this as a no.\n\n---","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-30","file":"objection.md"},"vector":[-0.069007,0.069007,0,0,0,0,0,0,-0.138013,0,0,0,0,0.069007,0,0.069007,0,0,0,0,0,0,0,0.069007,0,0,0,0,-0.621059,0,-0.069007,0,0,0,0,0,0,0.069007,-0.138013,0.069007,0,0.069007,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,-0.20702,0.069007,0,0,0,0.069007,0,0,0,0,0,0,-0.069007,0,0,0,0,0,0,0,0,0,0,0.138013,0,0,0,0,0,0,0,0.069007,0,0,0,0,0,0,0,0,0,0,0,0.069007,0,0,0,0,0,0,0,0,-0.069007,0,-0.069007,0,0,0.069007,0,0,0,0.138013,-0.069007,0.138013,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0.069007,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0,0,0,0,0,0,0.069007,0,0,-0.138013,0,-0.069007,0.20702,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0.069007,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.069007,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0,0,0.20702,0,0,0,0,0,0,-0.276026,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.069007,0,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0.138013,0,0,0,0,0,0,-0.138013,0,0,0,0,0,0,0,0,0,-0.069007,0,0,0,0,0,0,0.069007,0,0,0,0,0,0,0,0,0,0,0,0,0,0.069007,0,0,0,0,0,0.069007,-0.069007,0,0,0,0,0,0,0.069007,0,0.069007,0,0,0,0,0,0,-0.069007,0,0,0,-0.138013,0,0,0,-0.069007,0,0,0.138013,0,0,0,0,0,0,0,0,0,0,0,0,-0.069007,0,-0.138013,0,0,0,0,0]},{"id":"e6da77daca7ceab0a4741ff6869aa93d3af1557fd31e5960eb2bba260782d265","vertical":"mortgage","source_path":"knowledge_base/mortgage_details/objection.md","doc_type":"objection","module":"mortgage_objection","title":"Objections that mean stop (do not rebut)","text":"Objections that mean stop (do not rebut)\n\n| Customer says / does | Action |\n| --- | --- |\n| Wants a loan, rate, or cash-out only | Stop; wrong product |\n| Wants medical health insurance only | Stop; wrong product |\n| No mortgage / renter | Stop |\n| Requests do-not-call | Honor immediately |\n| Hostile, threatening, or confused elderly with no capacity | Stop; escalate per agency rules |\n| Not licensed in their state | Do not continue the sale |\n\nLog these in `disposition.md`. Do not recycle them into another mortgage protection pitch on the same call.","knowledge_layer":"agent_playbook","purpose":"customer_communication","metadata":{"section_key":"objection-31","file":"objection.md"},"vector":[0,0,0,0,0,0,0,0,0,0.076472,0,0,0,0,0,0.152944,0,0,0,0,-0.38236,0,0,0,0,0.076472,0,0,-0.152944,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152944,0,0,0,0,0.076472,0,0,0,0,0,0,0,0,0,0.076472,0,0,-0.076472,0,0,0.076472,-0.076472,0,-0.076472,0,0,0,0,0,0,0,0,0,0,0,-0.076472,0.076472,-0.076472,0,-0.152944,0,0,0,0,0,0,0.076472,-0.076472,0,0,0,-0.076472,0,0,0.076472,0,0.38236,0,0.076472,0,0,0,0,0,0,-0.152944,0.152944,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152944,0,0,0,0,0,-0.076472,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,-0.152944,0,0,0,0,0.076472,0,0,0,0,0,0.152944,0,0,-0.152944,0,0,0,0,0,0,0,-0.076472,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.076472,0,0,0,0,0,0.076472,0,0.076472,0,0.076472,0,0,0,0,0,0,0,0,0,0,0,0,-0.229416,0.076472,0,0,-0.076472,0,0,0.076472,0,0.076472,0,0,0,0,0,0,0,0,-0.076472,0,-0.38236,0,0,0.076472,0,0,0,0,0,0,-0.076472,0,0,0,0,0.076472,0,0,0,0,0,0,0,0,0,0,-0.076472,0,0,0.076472,0,0,0,0,0,0,0,0,-0.076472,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0.076472,-0.076472,0,0,0,0,0,0,0,0,0,0,0,-0.076472,0,0,0,0,0,0,0,-0.076472,0.076472,0,0,0,0,0,0,0,0,0,0,0,0,0,0.152944,0,0,-0.152944,0,0,0,0,0]}]}