Pacific Life - Learning Management System

General Transcription Specs Knowledge Base

Last update: 9/24/2026

Meeting

Note Type:

Normal – Existing

[Default] – For meetings already in the system.

Normal – New

For meetings that are not existing in the calendar.

Normal – Scheduled

For future-dated activities.

Call Log

Use when instructed to Log a Call. Also use for left message/voicemail dictations. (See separate sheet)

Follow-Up

For follow-ups/reminders/tasks for the FW or IW. Only applicable if note has recap.

Normal – Existing (M)

Used for M Group wholesalers. (See separate sheet)

Normal – New (M)

Call Log (M)

Normal – Existing (SS)

Used for SS Group wholesalers. (See separate sheet)

Normal – New (SS)

Call Log (SS)

Normal – New (Handwritten)

Use for processing notes with handwritten meeting note attachments or pictures of attendee list.

Normal – Existing (Handwritten)

Task Description:

Populate for notes/files submitted via the App.

Format:
Contact Name – Firm (for files/recordings with a single meeting/activity)
Ex: John Smith – LPL

Contact’s Name/Primary Contact – Firm (for files/recordings with a single, multi-attendee group meeting/activity)
Ex:
Group meeting with Ryan Jones, William Smith, John Smith all from LPL
Ryan Jones – LPL

Name of first contact/primary contact on first note and others (for files or recordings that has multiple activities/meetings)
Ex: John Smith and others

Special Instructions:

Any specific instructions given by the user.

Internal Comments:

Necessary information for Hey DAN CRM entry purposes:
Normal – Existing: Put the subject and URL of the meeting placeholder in this format, Subject: [xxx] URL: [xxx]
Normal – New, Normal – Scheduled and/or Contacts without CRD: Put the URL of the profile account in Salesforce in this format, URL: [xxx]

Date & Time:

As dictated. | Date: If not provided, use the recording date. | Time: [Skip if not specified.]

For Hey DAN CRM entry purposes:
For most Normal – New notes, we can readily populate the time fields based on availability in the wholesaler’s calendar even when no time was provided in the dictation.

Interval:

[Skip if not specified.]

Contacts/Leads:

REQUIRED: Name of contact

Use First Name field for contact’s first name and Last Name field for contact’s last name.
Capture as dictated or as seen in Finra. (Use the name as shown in Salesforce if with access).
If nickname or alternative name was provided, can put in IC for reference/documentation.

If not provided, use [None Specified] – Merits clarification if not provided.

If WS spelled out the contact’s name but misspelled it. Mirror what is showing in Salesforce/FINRA and put a note in the IC that WS misspelled the name.

CRD#

As found in FINRA or SF for verification purposes. [Skip if search result comes off to multiples]

Organization:

REQUIRED: Contact’s firm. Populate as dictated by wholesaler and/or as verified in FINRA/Salesforce.
Can leave blank if contact cannot be verified.

For uniformed style, use the identifiable base name of the firm.

ex.
Just input LPL when FINRA/SF shows LPL Financial LLC
Just input Merrill Lynch when FINRA/SF shows MERRILL LYNCH, PIERCE, FENNER & SMITH INCORPORATED

Location:

[Not a strict requirement. Can populate if provided]

Group:

Tick when there is more than 1 contact.

Group Follow-up:

Tick when the follow-up is for the group of contacts. (See specs for Follow-up)

Activity Type:

As dictated. If not specified or has no existing placeholders to identify the type, use default In-Person Meeting. Otherwise, identify from context.

In-Person Meeting – Default for face to face meetings with 1 to 3 attendees.

Phone/Conference Call – for phone meetings

Virtual Meeting

Call (Use only for Call Log Note Type)

Drop-In

Hot Lead Follow-up (UD Only)

Branch/Office Mtg (UD Only)

Group Mtg – Default for face to face meetings with more than 3 attendees.

CE/Webinar Training

Conference

Client Mtg – Seminar

Subject:

Default is Recap or as instructed

Note/Recap:

Clean verbatim – clean up sentences.

Always start meeting note with “Hey DAN for [FW Name]:”

POC instructions: Include all dictation, clean verbatim and clean sentences, including the part for follow-up instructions in the recap note.

Can use a separate paragraph for the follow-up notation for visibility. If follow-up notation is embedded within the meeting dictation and cannot be parsed, leave as is. No need to create a separate paragraph.

Follow-up:

Tick for follow-ups/to-dos/reminders/tasks.
If there are two follow-ups (1 for user and 1 for IW), create the first follow-up within the note and create a separate follow-up note for the 2nd.

ONLY create follow-up if the WS mentioned the trigger words like: To-do for myself or To-do for my IW; assign a to-do.
Copy and input the follow-up instruction in the follow-up box.

Specific wholesaler preferences supersede this rule. Check WS preferences section for follow-up creation.

Assigned To (select option):

Select the name of IW if the follow-up is for IW.

Subject:

[Default]: F/U from meeting on [date of meeting]

i.e: F/U from meeting on January 2, 2025

Due Date:

Next business day

Text:

Copy the follow-up instructions from the main note. Can rephrase/edit to make the instructions straightforward for the internal.

To Do (Me):

Tick if the follow-up is for the user/FW.

Tick if the user does not specify who the follow-up is for.

Tick if the user does not have an internal. [Check Assigned To (select option) to identify if there is no IW]

To Do (IW):

Tick if the follow-up is for the IW

Assigned To (text box):

Input the name of the user if the follow-up is for the FW or a certain Pacific Life person.

Status:

Open [Default]

Closed

Sales Category:

For Normal-New and Normal-Scheduled only.
Default to Multi-product for RSD.
Default to Advisor – VA for RIA.
By context or default to IUL for LID.
By context for WFG/M/SS. (Update if specified.)

Advisory – VA

Advisory – FA

AII

IUL

Life

LTC

Multi-Product

Not-Applicable

Other/Non Product

Term

VUL

Whole

Regarding:

For Normal-New and Normal-Scheduled only.
Default to Product.
By context for WFG/M/SS. (Update if specified.)

Case Design Support

Client Retention

Concepts ADU Training

Cross Sell

Home Office

Illustration

Inforce Request

Informal

Marketing Materials

Onboarding

Other

Practice Mgmt

Product

Prospecting

Relationship Building

Service

Social Event Social Media Training

Tools Training

Underwriting

Walk Through

RSD Focus Level:

[Skip if not specified.]

Quarterly

Semi-Annually

Hot Prospect

FW Support

Center of Influence

Group Meetings

IW Support

Do Not Schedule

Non-Producing

RSD Potential Rating:

[Skip if not specified.]

LID Focus Level:

[Skip if not specified.]

Always Schedule

Schedule Monthly

Schedule Quarterly

Schedule Semi-Annually

Schedule Annually

Schedule Virtually

Schedule Virtually Monthly

Schedule Virtually Qrtly

Schedule Virtually Annually

IW Support

Prospect/Never Met

Do Not Schedule

LID Potential Rating:

[Skip if not specified.]

RIA Focus Level:

[Skip if not specified.]

Quarterly

Semi-Annually

Hot Prospect

FW Support

Center of Influence

Group Meetings

IW Support

Do Not Schedule

Non-Producing

RIA Potential Rating:

[Skip if not specified.]

Variable Annuity:

[Skip if not specified.]

Fixed Annuity:

[Skip if not specified.]

Mutual Funds:

[Skip if not specified.]

Notif IW:

Tick as instructed.

Meals:

For Normal-New only. Tick if specified.

Create Recap:

For Normal-New and Normal-Scheduled only. Tick if a recap is provided.

Assigned To:

For Normal-New, Normal-Scheduled, and Call Logs only. Full name of FW.

Count Cross-Check:

Note count

Transcribing Complete:

Tick when done.

GENERAL WRITING GUIDELINES

1. Clean verbatim – clean up sentences.

2. OMIT: repeated words, fillers, false start, change of thought, retractions.

3. CAPITALIZE: products and proper nouns (Researched; when in doubt, Do Not Capitalize.)

4. NUMBERS – refer to APA Style Guide

http://grammar.ccc.commnet.edu/grammar/numbers.htm

http://www.grammarbook.com/numbers/numbers.asp

Ex:

1-9 – spell out; 10 above, use figures

$15 million, NOT $15,000,000 or $15 million dollars 🙂

5. Use of hyphens (punctuation mark); bullets or numbers (multiple contacts/firms)

(Client specs supersede writing guidelines)

Call Log

Note Type:
Call Log	Use when instructed to log a call or for left message/voicemail dictations.
Task Description:	Contact Name – Firm (for individual activities) Contact’s Name/Primary Contact – Firm (for group activities) If the recording has multiple activities: Name of first contact/primary contact on first note and others ex: John Smith and others
Special Instructions:	Any specific instructions given by the user.
Internal Comments:	Necessary information for Hey DAN.
Date & Time:	As dictated. \| Date: If not provided, use the recording date. \| Time: [Do not use.]
Interval:	[Skip if not specified.]
Contacts/Leads:	REQUIRED: Name of contact (input complete name found in FINRA.)
Contacts/Leads:	If not provided, use [None Specified] – Merits clarification if not provided.
CRD#	REQUIRED: CRD# found in FINRA. [Skip if search result comes off to multiples]
Organization:	REQUIRED: Contact’s firm. Search in FINRA -> if not specified <-Identify via Salesforce if CRM Access is given.
Location:	[Not a strict requirement. Can populate if provided]
Group:	Tick when there is more than 1 contact.
Activity Type:	Call
Note/Recap:	Clean verbatim – clean up sentences.
	Always start meeting note with “Hey DAN for [FW Name]:”
	If there is a time provided, include it in the notes and do not use the Time field in DANA.
	Do not include follow-ups directed to FW or IW. Input follow-ups directly in the Follow-up box
	If there are two follow-ups (1 for user and 1 for IW), create the first follow-up within the note and create a separate follow-up note for the 2nd.
Follow-up:	Tick for follow-ups/reminders/tasks
	If not specified assigned to default to FW or base on context.
Assigned To (select option):	Select the name of IW if the follow-up is for IW.
Subject:	[Default]: F/U from call on [date of call]
Due Date:	Next business day
Text:	Follow-up instructions
To Do (Me):	Tick if the follow-up is for the user/FW.
	Tick if the user does not specify who the follow-up is for.
	Tick if the user does not have an internal. [Check Assigned To (select option) to identify if there is no IW]
To Do (IW):	Tick if the follow-up is for the IW
Assigned To (text box):	Input the name of the user if the follow-up is for the user/FW
Status:	Open [Default]
	Closed
Assigned To:	Full name of FW.
Count Cross-Check:	Note count
Transcribing Complete:	Tick when done.

M Group

Note Type:
Normal – Existing (M)	For meetings already in the system.
Normal – New (M)	For meetings that are not existing in the calendar.
Call Log (M)	For activities that the WS explicitly mentioned as a Call Log.
Task Description:	Contact Name – Firm (for individual activities) Contact’s Name/Primary Contact – Firm (for group activities) If the recording has multiple activities: Name of first contact/primary contact on first note and others ex: John Smith and others
Special Instructions:	Any specific instructions given by the user.
Internal Comments:	Necessary information for Hey DAN CRM entry purposes: Normal – Existing: Put the subject and URL of the meeting placeholder in this format, Subject: [xxx] URL: [xxx] Normal – New, Normal – Scheduled and/or Contacts without CRD: Put the URL of the profile account in Salesforce in this format, URL: [xxx]
Date & Time:	As dictated. \| Date: If not provided, use the recording date. \| Time: [Skip if not specified.]
Date & Time:	For Hey DAN CRM entry purposes: For most Normal – New notes, we can readily populate the time fields based on availability in the wholesaler’s calendar even when no time was provided in the dictation.
Interval:	[Skip if not specified.]
Contacts/Leads:	REQUIRED: Name of contact (use the name as shown in Salesforce). Use only the First Name field for the contact’s full name.
	If not provided, use [None Specified] – Merits clarification if not provided.
	If WS spelled out the contact’s name but misspelled it. Mirror what is showing in Salesforce/FINRA and put a note in the IC that WS misspelled the name.
CRD#	REQUIRED: CRD# found in FINRA. [Skip if search result comes off to multiples]
Organization:	REQUIRED: Contact’s firm. Populate as dictated by wholesaler and/or as verified in FINRA/Salesforce.
	i.e. LPL Financial LLC in FINRA/SF LPL in Dana
Location:	[Not a strict requirement. Can populate if provided]
Group:	Tick when there is more than 1 contact.
Meeting Type:	As dictated. If not specified or has no existing placeholders to identify the type, identify from context.
	In-Person Meeting – Default for face to face meetings with 1 to 3 attendees.
	Phone/Conference Call
	Virtual Meeting
	Call (Use only for Call Log)
	Drop-In
	Hot Lead Follow-up
	Branch/Office Mtg
	Group Mtg – Default for face to face meetings with more than 3 attendees.
	CE/Webinar Training
	Conference
	Client Mtg – Seminar
Call Type (M):	For Call Log. As dictated.
	Inbound
	Outbound
Type:	For Call Log. As dictated.
	Call
	Design
	Case Status
	Follow-up
	Relationship
	Service
Results:	For Call Log. As dictated. Tick all that applies.
	Case Status
	Illustration
	Mktg Materials
	Underwriting
	ADU
	Message
	Training
Subject:	Default is Recap or as instructed
Note/Recap:	Clean verbatim – clean up sentences.
	Always start meeting note with “Hey DAN for [FW Name]:”
	POC instructions: Include all dictation, clean verbatim and clean sentences, including the part for follow-up instructions in the recap note.
	ONLY create follow-up if the WS mentioned the trigger word (To-Do). Copy and input the follow-up instruction in the follow-up box.
	If there are two follow-ups (1 for user and 1 for IW), create the first follow-up within the note and create a separate follow-up note for the 2nd.
	Check WS preferences section for follow-up creation.
Follow-up:	Tick for follow-ups/reminders/tasks
	If not specified assigned to default to FW or base on context.
Assigned To (select option):	Select the name of IW if the follow-up is for IW.
Subject:	[Default]: F/U from meeting on [date of meeting]
	i.e: F/U from meeting on January 2, 2025
Due Date:	Next business day
Text:	Follow-up instructions
To Do (Me):	Tick if the follow-up is for the user/FW.
	Tick if the user does not specify who the follow-up is for.
	Tick if the user does not have an internal. [Check Assigned To (select option) to identify if there is no IW]
To Do (IW):	Tick if the follow-up is for the IW
Assigned To (text box):	Input the name of the user if the follow-up is for the user/FW
Status:	Open [Default]
	Closed
Sales Category (LID M):	For Normal-New, Normal-Existing and Call Log. As specified or via context.
	IUL
	UL
	VUL
	CIR
	Term
	LTC
	Other/Non Product
Regarding:	For Normal-New, Normal-Existing. As specified or via context.
	Case Design Support
	CE
	Client Retention
	Concepts ADU Training
	Cross Sell
	Home Office
	Illustration
	Inforce Request
	Informal
	Marketing Materials
	Onboarding
	Other
	Practice Mgmt
	Product
	Prospecting
	Relationship Building
	Service
	Social Event
	Social Media Training
	Tools Training
	Underwriting
	Walk Through
Meals:	Tick if specified.
Create Recap:	For Normal-New. Tick if a recap is provided.
Assigned To:	For Normal-New and Call Logs only. Full name of FW.
Count Cross-Check:	Note count
Transcribing Complete:	Tick when done.

SS Group

Note Type:
Normal – Existing (SS)	For meetings already in the system.
Normal – New (SS)	For meetings that are not on either of the reports list provided by the POC.
Call Log (SS)	For activities that the WS explicitly mentioned as a Call Log.
Task Description:	Contact Name – Firm (for individual activities) Contact’s Name/Primary Contact – Firm (for group activities) If the recording has multiple activities: Name of first contact/primary contact on first note and others ex: John Smith and others
Special Instructions:	Any specific instructions given by the user.
Internal Comments:	Necessary information for Hey DAN CRM entry purposes: Normal – Existing: Put the subject and URL of the meeting placeholder in this format, Subject: [xxx] URL: [xxx] Normal – New, Normal – Scheduled and/or Contacts without CRD: Put the URL of the profile account in Salesforce in this format, URL: [xxx]
Date & Time:	As dictated. \| Date: If not provided, use the recording date. \| Time: [Skip if not specified.]
Date & Time:	For Hey DAN CRM entry purposes: For most Normal – New notes, we can readily populate the time fields based on availability in the wholesaler’s calendar even when no time was provided in the dictation.
Interval:	[Skip if not specified.]
Contacts/Leads:	REQUIRED: Name of contact (use the name as shown in Salesforce). Use only the First Name field for the contact’s full name.
	If not provided, use [None Specified] – Merits clarification if not provided.
	If WS spelled out the contact’s name but misspelled it. Mirror what is showing in Salesforce/FINRA and put a note in the IC that WS misspelled the name.
CRD#	REQUIRED: CRD# found in FINRA. [Skip if search result comes off to multiples]
Organization:	REQUIRED: Contact’s firm. Populate as dictated by wholesaler and/or as verified in FINRA/Salesforce.
	i.e. LPL Financial LLC in FINRA/SF LPL in Dana
Location:	[Not a strict requirement. Can populate if provided]
Group:	Tick when there is more than 1 contact.
Meeting Type:	As dictated. If not specified or has no existing placeholders to identify the type, identify from context.
	In-Person Meeting – Default for face to face meetings with 1 to 3 attendees.
	Phone/Conference Call
	Virtual Meeting
	Call (Use only for Call Log)
	Drop-In
	Hot Lead Follow-up
	Branch/Office Mtg
	Group Mtg – Default for face to face meetings with more than 3 attendees.
	CE/Webinar Training
	Conference
	Client Mtg – Seminar
Call Type (SS):	For Call Log. As dictated.
	Inbound
	Outbound
Type (SS):	For Call Log. As dictated.
	Business Opportunity
	Case Acceptability
	Concierge
	Late Funding
	Left Message
	Marketing Materials
	New Business
	Non-Qualified
	Post-Issue Issue
	Quote
	Revision
	W-9
Subject:	Default is Recap or as instructed
Note/Recap:	Clean verbatim – clean up sentences.
	Always start meeting note with “Hey DAN for [FW Name]:”
	POC instructions: Include all dictation, clean verbatim and clean sentences, including the part for follow-up instructions in the recap note.
	ONLY create follow-up if the WS mentioned the trigger word (To-Do). Copy and input the follow-up instruction in the follow-up box.
	If there are two follow-ups (1 for user and 1 for IW), create the first follow-up within the note and create a separate follow-up note for the 2nd.
	Check WS preferences section for follow-up creation.
Follow-up:	Tick for follow-ups/reminders/tasks
	If not specified assigned to default to FW or base on context.
Assigned To (select option):	Select the name of IW if the follow-up is for IW.
Subject:	[Default]: F/U from meeting on [date of meeting]
	i.e: F/U from meeting on January 2, 2025
Due Date:	Next business day
Text:	Follow-up instructions
To Do (Me):	Tick if the follow-up is for the user/FW.
	Tick if the user does not specify who the follow-up is for.
	Tick if the user does not have an internal. [Check Assigned To (select option) to identify if there is no IW]
To Do (IW):	Tick if the follow-up is for the IW
Assigned To (text box):	Input the name of the user if the follow-up is for the user/FW
Status:	Open [Default]
	Closed
Meals:	Tick if specified.
Create Recap:	For Normal-New. Tick if a recap is provided.
Assigned To:	For Normal-New and Call Logs only. Full name of FW.
Count Cross-Check:	Note count
Transcribing Complete:	Tick when done.

Exercise Files

Pacific-Life-TranSpecs-ver-2026-09-24.ods

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