MySerene
Sergei Nagy
Phone
PhoneCompleted
Personal Loan account
Pre Arrears
struggling
Vulnerability markers
Loneliness Indicator
High impact
Compulsive shopping
Medium impact
Erratic Income
Low impact
Risk
Vulnerability
High
Arrears
High
Scam
Medium
Care Companion
February 5, 2026
Task completed — DPA
11:10 AM
Task initiated — Disclosure
11:10 AM
Task completed — Disclosure
11:10 AM
Task initiated — Consent
11:10 AM
Sergei id emotional righ tnow
Task completed — Consent
11:10 AM
Task initiated — Capture
11:10 AM
Task completed — Capture
11:10 AM
Task initiated — Emotional
11:10 AM
Task completed — Emotional
11:11 AM
Task initiated — Financial
11:11 AMAgent Responses
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Tone & Contextual Guidance
Recommended tone
Gentle & reassuring
Sergei is currently navigating a pre-arrears situation and shows signs of struggling with emotional factors and erratic income. It’s crucial to communicate with empathy and reassurance, validating his feelings and providing support where needed. Focus on building trust to facilitate an open dialogue.
Emphasise
- acknowledgment of his feelings and concerns
- reassurance that help is available and that he is not alone
- clear communication about next steps
- active listening to ensure he feels heard
Avoid
- using dismissive language regarding his situation
- pressuring him for swift decisions
- downplaying his emotional struggles
- financial jargon that may confuse him
Risk Signals
- Struggling with financial management
- Indications of loneliness
- Erratic income concerns
- Medium risk of falling for scams
Note Compiler
Record conversation outcomes and step details
Progress
1 of 9 tasks completed
11%
0 of 27 fields captured
DPA
Current
Conversation Summary
No conversation recorded for this task yet.
Disclosure (Advisor Explains Recording/Privacy)
Consent
Capture
Emotional
Financial
Support
Signpost
Wrap-up