utterance: Good morning and thank you for calling Rivertown Insurance, how may I help you?

utterance: Hi, yes. #Um, good morning. I who am I speaking with?

utterance: My name is Stacey.

utterance: Stacey. Hi, Stacey. I'm hoping to enroll in a life insurance plan today, if that's alright.

utterance: Absolutely! And what kind of policy are we looking at?

utterance: I'm thinking of I wanted to. I wanted to. I'm thinking of a temporary policy? I can't, can't remember what that's called offhand.

utterance: No worries! We do offer term life insurance based on a number of years of your choosing. If the policy expires before death, it can be renewed at a new premium based on the age, health, that sort of thing of the insured individual. Is that what you were thinking of?

utterance: Yes, yes that was it! Thank you. It's been a bit of a hectic day. Do you, what's the price on that, typically?

utterance: Our term life insurance rates typically run around the average of, three hundred a year. Of course, the age and health of the individual does, play a role in whether the monthly premium is higher or lower.

utterance: I see.

utterance: If you don't mind my asking, sir, is the policy for yourself or a family member? I'd be happy to get the process started by entering some information and providing an, excuse me, providing a general quote.

utterance: Not at all, not at all. Yes, the policy would be for myself. My older brother died two months ago, they don't know why and I just. I thought. Might be a good time. They don't really, they don't. There wasn't really a reason. A cause. #Um. I'm sorry. Sorry. Yes. For myself.

utterance: No worries, sir. I'm very sorry for your loss.

utterance: Thank you. So yeah. I Yeah. If you don't mind a quote, please. Would be great.

utterance: Yes, absolutely.

utterance: And you said around three hundred a year, right?

utterance: Thereabouts.

utterance: Great, great. Thank you. A little short on cash, with the pandemic and whatnot.

utterance: I understand completely. Our term policies are considered among the most affordable for what we offer in terms of of payouts.

utterance: Great, great.

utterance: Do you already have an account with us, sir?

utterance: #Um, yeah, yeah I do. I set one up what, last week? Something like that.

utterance: Excellent! The hard work is done . In that case may I have your first and last name?

utterance: Sure, it's Mike Weeks. Thats w as in water, double e, k. s. The date of birth is seven three eighty six.

utterance: #Oh, perfect. You said seven, three, nineteen eighty six?

utterance: That's correct.

utterance: Great. The last thing I'm going to need from you is your customer number.

utterance: Customer number?

utterance: #Um, yes. It's eight digits, if you're able to log into your account on our website it should be displayed in the upper right hand corner, I believe.

utterance: #Oh. My, wife was the one who made the password, I'm sure it's around here I just don't don't know where. Is there anything else, any other information I could give you to What's this for?

utterance: I just have to verify your identity to bring up the correct account in our system here. If you don't have the number, I can take your phone number, social security number, and the answer to the security question you chose when setting up your account.

utterance: #Uh, shoot. #Um. Let me see. There's a good chance I won't know that answer either, I'm pretty sure my wife chose that as well . Let me, let me check the fridge. I think.

utterance: The fridge?

utterance: Just, just in case she left the password there last week. She knew I was planning to call when I got the chance. Just a moment, please.

utterance: Sure, take your time.

utterance: #Ah! Thank you for your patience. She actually left me both the password and the customer number. Guess she knew I'd have no clue. .

utterance: Great! So I can just take that number and verify your account.

utterance: Sure, yeah. It's let me see. Eleven seven eighty eighty three four.

utterance: I'm sorry, you said two eighties?

utterance: #Uh, wait. Yes. No. Ending in eight zero eight three four.

utterance: #Ah, okay. Thank you. So I have Mike Weeks, w. e. e. k. s., seven three nineteen eighty six, customer number is one one seven eight zero eight three four. Is that correct?

utterance: Yes, that's right. Thank you.

utterance: Sure thing! And here you are, perfect. So let me just see here.

utterance: Sure.

utterance: Start application, term life insurance. So how long are we interested in insuring you for with this first policy? Remember that policies are renewable, but they are also likely to to go in cost slightly with age and health changes.

utterance: Right, right. What's what would be considered normal? Or what's a good like, a good policy usually last?

utterance: Many of our customers insure themselves and their loved ones in ten year increments. So ten and twenty year policies are quite popular. If you anticipate a chance in finances soon, I can also recommend perhaps starting with a five or ten year policy and perhaps switching to one of our more expensive but lifelong policies in a few years. And I've completely forgotten to mention, if you outlive your policy, we return the exact amount of money you've put into the policy. There's no interest on it, and it isn't taxable, simply a refund, essentially.

utterance: #Oh, wow. Okay, that's good to know, thank you. And are those policies much better than than this one?

utterance: They do tend to provide more for the beneficiaries you name, but they are quite higher in price, comparatively. Our universal life insurance starts at twelve hundred a year, and whole life insurance begins at one thousand, eight hundred dollars.

utterance: Wow. Okay. #Um. Well I think that a ten year policy might be good. Can I cancel this, if something ? If for whatever reason I?

utterance: Absolutely! There are no fees or issues when you cancel, but if you wanted to reenroll in a term plan, of course we'd have to reevaluate costs based on your age and health, as I've mentioned.

utterance: Okay, sure. How long will this usually take to what is it. To kick in?

utterance: We guarantee enrollment in our term life insurance plans within twenty four hours. However, we do require a health exam just to verify that nothing is obviously the matter before we insure you. After that, you're set practically immediately. If something were to happen the next day, you'd be covered.

utterance: #Oh, okay. So am I able to proceed without that exam for the moment? Like, figure out how much I'd pay and all that?

utterance: Yeah, yeah! We can still proceed with your quote right now. As soon as you schedule the exam, you can contact us to update the name and address of the physician performing the check up. Then we'll contact them after the fact and have the information faxed. We'll update your profile and have a finalized amount that, if all goes well, will be within very close range to your estimate today.

utterance: Okay, thank you. So what else do you need from me right now?

utterance: I'm going to need to know how much you're interested in having beneficiaries receive, and then we'll do a very basic medical history.

utterance: Okay, sure. Yeah. What's typical for a three hundred a year policy? For beneficiaries, I mean.

utterance: Assuming you're in good health, the numbers start at two hundred and seventy thousand dollars.

utterance: #Oh, wow, okay. That's perfect. That would be good, thank you.

utterance: Wow, perfect! Easy. So just a few basic health questions to finish up your estimate here. Let me bring up the form really quick.

utterance: Sure.

utterance: Thank you. Okay, here it is. So your current age is thirty five, is that correct?

utterance: Yes.

utterance: And your sex, height, and weight?

utterance: Male, six foot two, hundred and ninety eight pounds.

utterance: Do you have any history of high blood pressure, heart disease, lung disease, or any moderate to severe medical conditions?

utterance: I have moderately high blood pressure. Have for, the last ten years or so. Nothing else that I'm aware of.

utterance: Has anyone in your immediate family suffered from cancers, diabetes, neurological disorders such as seizures, or anything of the like?

utterance: My father had skin cancer, but they caught it early on and he recovered.

utterance: Good for him! Okay, let me see. Last thing is #Oh. Are you currently taking any medications?

utterance: Only an Aspirin here and there and some generic allergy thing from the from the drugstore.

utterance: Okay, perfect. So I've recorded everything here, and your physician will of course do a basic check up and verify most or all of this, I'm sure. If I click next, here, let's see. Okay. So it looks like at this point we can offer you a ten year plan at three hundred and ten dollars a year! That would have a two hundred and seventy dollar payout to your beneficiary or beneficiaries upon your death within those ten years, or else you receive back ten years worth of payments at the expiry of your plan.

utterance: Okay, okay.

utterance: Yep. How does that sound, for a rough quote?

utterance: It sounds great. Perfect. So now I just make my appointment and call you back with the doctor's info?

utterance: Yes, that's correct. In fact, if you're sure you'd like to proceed with this plan, I could take the information now while you're on the phone.

utterance: Okay, yeah. I I don't have a primary physician at this time, so I'll have to find one. I'll call with the updated information when I do, though. Actually, is there, is there another way to update the information or is this it? I was on hold for like twenty minutes.

utterance: #Oh no! I apologize for your wait, mister Weeks. We always seem to be quite busy and a bit understaffed. Unfortunately, though, for the physician's information the call center is the only way. We have to be extra sure that the information is correct when we receive it, so that your information stays confidential and safe and all that.

utterance: Okay, sure, sure. Thank you. And after that?

utterance: We'll give you a call back when we receive the health information from your doctor, and proceed from there! We'll set up beneficiaries and your payment method. At that time all you're going to need is the names and social security numbers of anyone you'd like to include as a beneficiary, and your payment or bank information.

utterance: Okay, got it. Thank you.

utterance: Absolutely. If for some reason you don't hear from us within a week of your doctor's visit, please give us a call. We'll double check that we contacted their office and that they were able to share the results of your check up with us. After that, you should be good to go!

utterance: Okay, thank you so much Stacey. I appreciate it.

utterance: My pleasure, sir. Is there anything else I can do for you today?

utterance: No, I think that's it. You've been very helpful, thank you again.

utterance: My pleasure, my pleasure. You have a great day!

utterance: Thank you, you too. Good bye, now.

utterance: Bye!


speaker_role: Agent

utterance: Thank you for calling United One Insurance. This is River how can I help you?

speaker_role: Customer

utterance: Hi I just had my baby and need to add him to my insurance policy.

utterance: Oh congratulations that is so exciting!

utterance: Thank you.

utterance: Let me get your file all pulled up for you. What is your name?

utterance: Sally.

utterance: Sally what is your last name?

utterance: Sally Charleston.

utterance: Can you please spell Charleston for me?

utterance: C-h-a-r-l-e-s-t-o-n.

utterance: Thank you. Do you have your ID number available?

utterance: I don't I don't have my card available.

utterance: No problem. I just have to verify your account. What is your date of birth?

utterance: September third two thousand one.

utterance: And your phone number?

utterance: Seven Six three nine nine two six one four three.

utterance: Can I have your social security number?

utterance: Five one five six three nine one three three.

utterance: And last but not least what is the name of your childhood best friend?

utterance: Katelin.

utterance: Thank you for that verification.

utterance: Welcome.

utterance: Alright lets get information on your new arrival. What is your babies first name?

utterance: Weston.

utterance: Can you please spell thatf for me?

utterance: W-e-s-t-o-n

utterance: And his middle initial?

utterance: J.

utterance: And last name?

utterance: Same as mine.

utterance: Ok let me get that all added. What was his date of birth?

utterance: March second twenty twenty one.

utterance: And have you received his social security number in the mail yet?

utterance: I haven't do I need that?

utterance: No, but when you do have that information please give us a call back with an update. It is something that we will need.

utterance: Ok. I will make a note.

utterance: Does Weston have any health issues?

utterance: No. He was born a healthy baby and has not had any issues since then.

utterance: Glad to hear that. It is always what we want to hear.

utterance: Yeah.

utterance: Alright, so I have him all added to your policy. With this there is an increase in your monthly premium.

utterance: Ok. What is that?

utterance: Your payment is going up two hundred and thrty one dollars a month. Your policy will stay the same except now it is a family plan, so you will reference that section of your plan policy.

utterance: Ok. Can you send me a copy of my plan?

utterance: Yes I can do you want that mailed or emailed to you?

utterance: You can mail it. I like to have a paper copy.

utterance: I like paper copies as well. Are you still on Lexington avenue?

utterance: Yes.

utterance: Ok I will get that sent out as soon as we get off the call.

utterance: Thank you. I appreciate that.

utterance: Alright, so this does retro back to the birth date of your baby.

utterance: Ok.

utterance: So you do have a bill of two hundred and thirty one dollars.

utterance: Can I pay that now?

utterance: Yes you can. How would you like to pay that?

utterance: #Uh can I have that come out of my bank account?

utterance: Yes. What is your routing number?

utterance: One Zero three two six nine one two zero zero.

utterance: Ok I have one zero three two six nine one two zero zero.

utterance: Yes.

utterance: And what is the account number?

utterance: Six four six six three nine nine one seven six three.

utterance: Ok that was six four six six three nine nine one seven six three?

utterance: Correct.

utterance: And you are the primary on the account?

utterance: Yes.

utterance: Do you autorize me to charge this acount for two hundred and thirty one dollars to this account?

utterance: Yes.

utterance: Ok. You will receive a recipt for this to your email on file.

utterance: #Uh ok. Do you have my correct email?

utterance: Is it Chicklover six one nine at miss dot com?

utterance: Yes that is correct.

utterance: Perfect. So just a follow up we have added Weston to your policy from the date of his birth. Going forward this adds two hundred and thirty one dollars to your monthly invoice. We did pay last months invoice over the phone. Do you have any questions on this transaction?

utterance: No I don't think I do.

utterance: Ok do you have any other questions for me?

utterance: No.

utterance: Well enjoy your new bundle of joy and please give us a call if you have any questions.

utterance: Ok.

utterance: Have a great rest of your day Sally.

utterance: Thank you.


utterance: Good afternoon and thank you for calling Rivertown Insurance, my name is Don, how may I help you?

utterance: Hi, yes, I'm calling about cancelling a home insurance plan that my husband and I have.

utterance: Sure, I can do that. Are you aware of all of our cancellation conditions, restrictions, and fees?

utterance: #Um, I'm not sure. I just, we're moving into my mother's place in two months and selling our house and it's all a bit quick I realize but we're selling and we need to like, cancel the policy as soon as possible.

utterance: Absolutely no worries, ma'am. If it's alright with you, I can go over some of that information right now.

utterance: Yes, please, that would be great.

utterance: Sure, sure. So if you don't mind, I'll just pull up your account so that I can take a look at the policy and see what we're working with. May I have your first and last name and your date of birth?

utterance: Yeah, yeah. It's Emily Campbell, c. a. m. p. b. e. double l. The date of birth is June eleventh, nineteen ninety two.

utterance: Perfect, thank you. And can I also have your customer number? It's the eight digit number on the upper right hand of your your screen when you log onto your account.

utterance: #Um, actually I'm afraid our internet is down at the moment, which is why I've had to call. Hopefully it will be up soon, but for the moment is there another way or do I need to call back later?

utterance: No worries, ma'am, I totally understand! My internet at home is spotty, too. I can work with your phone number, social security number, and the answer to the security question that you chose when you made the account. Can we start with the phone number?

utterance: Right, thank you. #Um, yes. Is it possible that there are multiple on file? I'm not exactly sure which one I, which phone number we registered with.

utterance: Yes, there can be more than one! Any of your registered phone numbers will work.

utterance: Okay, okay. Just to be sure, it's probably my own cell phone. The number for that is five one three, four four eight, nine nine two two.

utterance: Okay, I have five one three, forty four eight, ninety nine twenty two. Is that correct?

utterance: Yes, lots of double digits .

utterance: Indeed! And I just need your social security number next.

utterance: Sure. Are you ready for it?

utterance: Yep!

utterance: Okay. Two seven eight, eighty two, seven eight nine nine.

utterance: Two seven eight, eight two seven eight nine nine. Correct?

utterance: Yes sir.

utterance: Wonderful! So I think I have your, your account right here, I just need you to verify the answer to your security question for me please.

utterance: Sure.

utterance: Let's see the question I have here is what is the name of your first pet?

utterance: #Oh! Applebees. Like the restaurant, no apostrophe. He was a hamster .

utterance: What a wonderful name for hamster! Are you a huge fan of the restaurant, then?

utterance: Ironically no! I think my parents were discussing dinner when I picked him out, the word just kind of stuck in my six-year-old brain .

utterance: #Ah, that's adorable! Well it seems I have your account right here, so we can get started cancelling your policy.

utterance: Great, thank you!

utterance: Sure thing! So I see here that you've held a home preferred policy for approximately the past six and a half years, seeing as you started that particular policy in February of twenty fifteen. Can you just verify that policy number with me? It's an eight digit number.

utterance: Yes, I think I had it written down. Just a moment. #Ah! Luckily I got it before the Wi-Fi went out. What I have here is six eight seven six six eight six zero. Is that the one you're looking at? I mean, we should we only have the one home!

utterance: Yep, that's the one! I just had to be sure. Okay, great, let's see. So there is a sixty day policy minimum, but you're far past that. Looking at your your payments page, here, I also see that you've paid the policy off for the entirety of the year up to next February.

utterance: Yes, we did do that. Is that money is it lost when we cancel the policy or is there like, some sort of refund?

utterance: Yeah, yeah, we do do a sort of refund type thing when you cancel a policy that has already been paid off for the year. So in this case, depending on when you decide to oh my gosh. I blanked on the word. I'm sorry. Cancel! Duh. When you decide to set your cancelation date, the policy is refunded for the unused months that you've paid beyond that date.

utterance: Okay, right. Yeah. Is there some sort of a fee for cancelling? I think I read something somewhere. That they can be sort of expensive fees?

utterance: Normally, yes, there would be a fee if you were cancelling the insurance to swap providers or just because but, because you're selling your home and moving, there is no fee. Eventually there will be no home to insure, so the policy essentially just ends.

utterance: #Oh wow, okay. That's a relief! Okay. So what needs to be done now?

utterance: So basically at this point you would.

utterance: Gemmy stop! Stop it! Hey. Sweetheart, sit down. Mommy is on the phone, she's very busy. I'm so sorry, my daughter just woke up from a nap.

utterance: No worries! I totally understand. So as I was saying, your next steps are essentially to just confirm the cancellation and set a date. I've verified through your account that there are going to be no fees, only a reimbursement for your overpayment, and no restrictions because you've had the policy for so long.

utterance: Okay, yeah. #Um, I'm sorry. Just a moment. Gemmy, hey. Sweety you know where the carrots are. Why don't you get a snack. Yes. In there. Thank you. Go ahead and sit at the table and be very quiet okay, just for a moment. Hi. Sorry. So, confirming?

utterance: No, no worries, really. Take your time if you need.

utterance: Thank you. I think she's good for the moment .

utterance: Okay, great. So I just need a verbal confirmation that you'd like to proceed with cancelling your policy. Actually, wait. I'm sorry, have you set a sale date on your home? I mean, has it already been sold?

utterance: absolutely no worries, ma'am. If it's alright with you, I can go over some of that information right now.

utterance: Okay, perfect! So we'll want to end the policy that day, then. That way you can be sure that no issues will come up at the last minute and make your move a living nightmare .

utterance: Sounds good, I'd appreciate avoiding that if possible! .

utterance: Great, great. So can I just have your verbal confirmation that you'd like to cancel the policy?

utterance: Yes. I'd like to cancel my home insurance policy. Was that enough?

utterance: Perfect, it totally was. And I'll set the end date here for the twentieth of November. Can I have your verbal confirmation of that, as well?

utterance: Yes. The twentieth of November, two thousand and twenty one.

utterance: Great. So there are some steps that you need to take, just to confirm this all with extra security measures and whatnot. At this point it's up to you to complete the cancellation of the policy. You'll have to either send a formal letter to our main office in Louisiana or confirm your cancellation on our website. Would you like the office address?

utterance: No, that's that's alright, thank you. Is confirming on the website difficult?

utterance: Not at all! Once your internet is back up, all you'll need to do is log on and there should be a notification in your account inbox that will lead you to the correct page. If I recall, the instructions are very clear and easy to follow. If there's no notification, there should be a header at the top labeled my account, hover over that until you get the drop down bar. Then click on my policies and that should take you to the correct page.

utterance: Okay, notifications, account, policies. Got it.

utterance: Yep! You should also be receiving an email from us requesting confirmation of your cancellation. After you've confirmed everything, you'll receive one or two more emails with the confirmation and your updated information, and then a week or so later another email regarding your refund of excessive payments. Just be sure to double check everything before you submit!

utterance: Okay, that sounds great. Thank you so much I'm sorry. What was your name again? I should really write it down.

utterance: No worries! It's Don, d. o. n.

utterance: Don. Thank you again, Don.

utterance: It was a pleasure to help you! Is there anything else I can help you with today, missus Campbell?

utterance: No, but thank you so much Don. You have a great day!

utterance: You too, ma'am! Have a good one!

utterance: Bye!

utterance: Good bye.


utterance: Thank you for calling Riverton Insurance. This is Kelly. How can I help you?

utterance: I AM BEING SCAMMED BY YOU PEOPLE!

utterance: I can assure you that is not the case. Can I have your name?

utterance: My name is Kim Miller.

utterance: Hello Kim. I will do my best to help figure this out. Do you have your policy number?

utterance: No! My social security number is five one three, nine nine, six six two zero.

utterance: Ok, let me confirm that number. Five one three, nine nine, six six two zero, correct?

utterance: Yes, that is right.

utterance: The correct spelling of your name is K-I-M M-I-L-L-E-R, correct?

utterance: Yes!

utterance: Can you give my your date of birth?

utterance: Sure. It is November eleventh nineteen seventy two.

utterance: One last security question, what is your mothers maiden name?

utterance: Umm, I don't know. Is it Hanks?

utterance: Hanks H-A-N-K-S?

utterance: yes.

utterance: Perfect, that is what we show. Thanks so much for confirming all that information.

utterance: Ok so now that the twenty questions is over. I need to speak to a supervisor!

utterance: Well Kim, this is not something that needs to be addressed by a supervisor. I can help you.

utterance: Ok. I was scammed and I need to cancel this policy now!!

utterance: I have your policy pulled up. Would you like the policy number for future reference?

utterance: NO. I will not be needing it!

utterance: Ok. Now Kim, you said you were scammed. Why is that?

utterance: I was quoted a basic plan for two hundred dollars a year and my bank account was charged more, a lot more!

utterance: I am sorry to hear that. Give me a minute to look at your policy.

utterance: Do what you need to do to cancel this!

utterance: Kim, thanks for your patience.

utterance: Yeah, yeah! What did you find?

utterance: Well, I did find that we are not scamming you.

utterance: Ok! if that is true, why was my bank account debited for more than I was told?

utterance: Your policy is the basic plan two hundred dollars per year. It is broke down in twelve monthly payments.

utterance: How much is the payment supposed to be per month? I was charged more than two hundred dollars!

utterance: Correct, but only for the first month.

utterance: Explain!!!!

utterance: Kim, I understand you are frustrated but please let me help you.

utterance: Ok!

utterance: The payment per month should be sixteen dollars and sixty six cents.

utterance: yes, that is what is was quoted!

utterance: The first month payment includes some additional fees to get the policy started.

utterance: What fees??? I was not told about any fees!

utterance: Kim, I am sorry this was not conveyed to you accurately. Let me better explain this to you.

utterance: Ok. This is ridiculous!

utterance: The additional start up fees are for document processing and that charge is thirty dollars.

utterance: THIRTY DOLLARS! I was not told about no document fee! Just cancel the policy. I knew it was a scam!

utterance: Rest assured, it is not a scam. It is an admin fee needed to get the policy set up in our system.

utterance: I did not agree to this charge and I want it removed!

utterance: Kim, do you remember electronically signing the documents that were sent to you by email?

utterance: Yeah, why?

utterance: By signing those documents, you agreed to this fee.

utterance: Oh. I see. You added it to the fine print. A classic scammer move!

utterance: Again, we are not scamming you.

utterance: Sounds like you are!

utterance: Kim, I want to keep your business with Riverton. I am going to reverse that fee and credit your account.

utterance: Really??

utterance: Yes, I will issue you a thirty dollar credit and you just pay your monthly payment of sixteen sixty six. Ok?

utterance: Wow! That is unexpected. I really appreciate that!

utterance: No problem at all. I want to recitfy this situation and reassure you that we are a reputable company.

utterance: Well, that makes me feel better. I am happy I called you. You are awesome. Give me your name again.

utterance: My name is Kelly. Is there anything else I can help you with today?

utterance: No Kelly. I appreciate you helping me and sorry for being so obnoxius! .

utterance: No apologies needed, I understand. If nothing else, have a great day!

utterance: Thanks Kelly, you have a good day also.

utterance: I plan to! Thanks for calling Riverton Insurance. Good bye!


utterance: Thank you for calling Riverton Insurance. This is Kelly. How can I help you?

utterance: Hello Kelly. My name is Sally Green and I need to add someone to my policy.

utterance: Ok, I can certainly help with that. First, do you have your policy number?

utterance: No. Can you use my social security number?'.

utterance: Yes, we can. What is that number?'.

utterance: My social is five one three, nine nine, six six two zero.

utterance: Ok, let me confirm that number. Five one three, nine nine, six six two zero, correct?

utterance: Yes, that is right.

utterance: The correct spelling of your name is S-A-L-L-Y G-R-E-E-N, correct?

utterance: You are right again !

utterance: Can you give my your date of birth?

utterance: Sure. It is November eleventh nineteen sventy two.

utterance: One last security question, what is your mothers maiden name?

utterance: Um, let me see. She has had a few last names. [Laughter] Is it Hanks?

utterance: Hankss H-A-N-K-S?

utterance: yes.

utterance: Perfect, that is what we show. Thanks so much for confirming all that information.

utterance: No problem. I appreciate it. There is so much fraudalent activity these days!

utterance: Exactly! It is a sad reality. Sally, give me just a few moments to access your policy.

utterance: Take your time.

utterance: I have your policy pulled up. Would you like the policy number for future reference?

utterance: yes, thanks!

utterance: Not a problem. Are you ready for the number?

utterance: Hold on, let me get a pen and paper?

utterance: Ok.

utterance: I am ready. No wait! The pen isn't working! Ok, I have a good one. What is the number?

utterance: [Laughter], The policy number is L-I one seven seven three one two six.

utterance: Let me repeat it, L-I one seven seven three one two six?

utterance: That is correct.

utterance: The name of your dependant?

utterance: His name is Greg Allen Green.

utterance: Ok, that G-R-E-G A-L-L-E-N G-R-E-E-N?

utterance: The relationship to you?'.

utterance: He is my husband.

utterance: Awesome. And what is his date of birth?

utterance: His birthday is August secon nineteen seventy.

utterance: Ok, let me confirm the information. You are adding your husband, Greg Allen Green.

utterance: Yes.

utterance: His date of birth is August second nineteen seventy?

utterance: Perfect!

utterance: Does your husband have any existing health issues?

utterance: No, He's pretty healthy for an old guy. .

utterance: I have updated your policy and he is added effectively immediately. I will get new insurance cards sent out.

utterance: Great. We moved so let me give you the new address.

utterance: Ah, just a second let me get to the right place to update that address. Ok, Sally go ahead.

utterance: New address is Fifty One Ranger Rd Beverly Hills, CA nine zero two one zero.

utterance: That was Fifty One Ranger Rd Beverly Hills, CA nine zero two one zero correct?

utterance: You got it!

utterance: Well, Let me see..Everything is updated and new cards have been requested.

utterance: How long until I get the new cards?

utterance: You should allow seven to ten working days to receive the cards.

utterance: Sounds good.

utterance: Is there anything else you were needing today?

utterance: No, that is all.

utterance: If nothing else, you have a good day and thanks for calling Riverton Insurance.


utterance: Thank you for calling Riverton Insurance. This is Kelly. How can I help you?

utterance: Hello, I need to file a claim for property damage.

utterance: I will be happy to help you. Can I get your name?

utterance: My name is Kim Miller.

utterance: Hello Kim. Do you have the policy number?

utterance: Yes. I have it. Give me a minute to pull it up.

utterance: Ok, take your time.

utterance: OOO-ok. I have it. The policy number is PC nine one four three three seven three one.

utterance: Let me confirm Pc nine one four three three seven five three one, correct?

utterance: Yes!

utterance: Can you confirm the name on the policy?

utterance: It is under Stan and Kim Miller.

utterance: Great. The property address?

utterance: Our address is fifty one Clear Water Dr Galveston, Texas seven seven five five zero.

utterance: And the security question, where did you go on your honeymoon?

utterance: We went to Bali.

utterance: I love Bali. It is such a beautiful place. Thanks so much for confirming all that information.

utterance: No problem.

utterance: Well Kim, let me get a little more information to get the claim started for you.

utterance: Ok. Sounds good.

utterance: What was the date of the accident?

utterance: July fourth twenty twenty one.

utterance: Ok, and what was the accident?

utterance: My fence was vandalized by some neighborhood kids.

utterance: Oh no! Sorry to hear that.

utterance: Yeah, it was a disaster. Luckily, we got it on our security camera.

utterance: Good thing for the cameras.

utterance: Yes, we took several photos from different angles also.

utterance: Great, that will be helpful to the adjuster. Have you contacted a contractor?

utterance: Yes, we got three estimates. They are all pretty close.

utterance: Sounds good. I will make note of that for the adjuster.

utterance: Thanks. This has been so stressful.

utterance: I understand your frustration. Did you file a police report?

utterance: Yes, we did. Will the adjuster need a copy?

utterance: They will need it for the investigation.

utterance: What does that mean?

utterance: The adjuster will be in contact with the police to get everything taken care of.

utterance: Oh ok. We know the boys who did it. They have been terrorizing the neighborhood for years.

utterance: Hopefully, this will be the last time they do anything like this.

utterance: [Laughter] I seriously doubt it. At least one of them will be doing time in jail within the next five years.

utterance: Wow! That is sad to hear but sometimes that is what has to happen before they understand.

utterance: Exactly!

utterance: Was there any other damage?

utterance: No just the fence. It was sprayed painted in some spots and splintered in others. Just a big mess.

utterance: Kim, can I get a good contact phone number for you?

utterance: Yes, my cell number is seven five seven three three six two two nine zero.

utterance: Let me make sure I got it. That was seven five seven three three six two two nine zero, right?

utterance: Yes, that is right. When will I hear from someone?

utterance: You can expect a phone call back within twenty four to forty eight business hours.

utterance: O-ok, I will be waiting to hear back from someone. Can we start to clean it up?

utterance: Yes, save all the damaged materials and take more picture so the adjuster can see the extent of the damage.

utterance: I understand. Anything else?

utterance: No, not until the adjuster comes out. Are you aware your policy carries a five hundred dollar deductible?

utterance: Yes! So sad and scary that they think destroying other people property is ok! We worked hard for this house!

utterance: I am so sorry you are having to go through this.

utterance: Well, thanks. We will get through it.

utterance: Can I help you with anything else?

utterance: No, not right now. Thanks so much for your kindness.

utterance: You are very welcome. Thanks so much for calling Riverton Insurance, Kim. Have a good day.

utterance: You as well. Goodbye.


utterance: Thank you for calling Riverton Insurance. This is Kelly. How can I help you?

utterance: Hello, I need to file a life insurance claim. My grandmother passed away.

utterance: Oh no. Sorry to hear that. Can I get your name?

utterance: My name is Kim Miller. I am the beneficiary.

utterance: Hello Kim. I will be happy to help get the claim started. Do you have the policy number?

utterance: Yes. I have it. Give me a minute to pull it up.

utterance: Ok, take your time.

utterance: OOO-ok. I have it. The policy number is LP nine one four three three seven five nine.

utterance: Let me confirm LP nine one four three three seven five nine, correct?

utterance: Yes!

utterance: The name on the policy?

utterance: My grandma's name is Valentina Sofia Catalano.

utterance: Wow. Such a beautiful name. What is her date of birth?

utterance: She was born August first nineteen thirty eight.

utterance: And the security question, where was she born?

utterance: She was born in Florence, Italy.

utterance: Perfect, that is what we show. Thanks so much for confirming all that information.

utterance: Great!

utterance: Well Kim, let me get a little more information to get the claim started for you.

utterance: Ok. Sounds good.

utterance: What was the date your grandmother passed away?

utterance: On, July third twenty twenty one. I think. Let me make sure.

utterance: No problem. We want to make sure to have the accurate information.

utterance: Yes, it was about five thirty pm on July third.

utterance: And the cause of death?

utterance: Heart failure.

utterance: Again, I am so sorry for your loss.

utterance: Thanks. I appreciate the condolences. It has been hard. She was my best friend.

utterance: Grandmothers are special people. Such a blessing to have in your life.

utterance: You got that right.

utterance: Based on her policy, she had a hundred thousand dollar term life insurance policy.

utterance: Ok, what is the coverage for that?

utterance: Basically, it is a one hundred thousand dollar death benefit as long as the payments are made during the designated term.

utterance: Ok. So how do I get the money? I am listed as the beneficiary, right?

utterance: Correct. You are listed as the beneficiary but I show the policy was termed on her date of death.

utterance: What does that mean?

utterance: Well Kim, it means the policy was cancelled due to non payment on her date of death.

utterance: I am looking at her check book, her last payment was sent to you in May. She paid it every three months.

utterance: You are correct. A payment was sent in May but returned as insufficient. No replacement payment was received.

utterance: WHAT!!!! Insufficient? So you just cancel it without notice?

utterance: No, we sent three letters requesting payment. A policy can be reinstated if payment is received within thirty days.

utterance: That is crazy! So her policy was cancelled?

utterance: I am so sorry. Yes, it was. I can request a supervisor to review it and get back in contact with you.

utterance: Yes, I definitely need to speak to a supervisor. This is is craziness thing I have ever heard!

utterance: O-ok, I will be waiting to hear back from someone.

utterance: Again, I am so sorry for your loss. I wish there was more I could do or say but my hands are tied at this point.

utterance: I understand. Please don't take my shock as a personal attack. I know it is out of your control.

utterance: Correct. I appreciate your understanding.

utterance: It is all about making money. All the years she paid is worth nothing. Really sad and kind of predatory!

utterance: I understand your frustration. Is there any additional information you want me to sent to my supervisor?

utterance: No, just let them know that our family is struggling financially with medical bills and we really need this payout.

utterance: I will relay the information. Anything else?

utterance: No, not right now.

utterance: ok Kim. Thanks for calling Riverton Insurance. I hope you can get this issue resolved.

utterance: Thanks so much. I hope so too. Have a good day!

utterance: You too Kim. Goodbye.


utterance: Hello, Rivertown Insurance, Autumn speaking, how can I help.

utterance: #Um, I made a payment for my plan, but I just received a mail that I owe.

utterance: Oh, I am sorry to hear that.

utterance: Yeah.

utterance: Let me pull up your account details and see where the issue is.

utterance: Of course.

utterance: Can I have your name and policy number.

utterance: #Er I can give you my name, but my policy number, I would have to search for that.

utterance: OK.

utterance: My name is Emily Smith. E-m-i-l-y S-m-i-t-h.

utterance: Got that.

utterance: Where can I get my policy number from?

utterance: Well you can get it from a number of places, but I think the easiest right now would be from the mail you received.

utterance: Right.

utterance: Do you have the mail handy?

utterance: Yes I just need to turn on my computer then.

utterance: Sure.

utterance: This will only take a few munites please.

utterance: No worries, I will wait.

utterance: Thank you.

utterance: Sure.

utterance: #Er so I have the mail opened, but I see a bunch of numbers here.

utterance: Okay.

utterance: So which would be the policy number.

utterance: The policy number is the Eight digit number that should be just after you name on the mail heading.

utterance: Okay got it.

utterance: #Hm.

utterance: It's two four one eight eight seven one hundred.

utterance: Okay, two four one eight eight seven one zero zero.

utterance: Thats right.

utterance: Perfect. Let me pull up your account information.

utterance: Okay.

utterance: Would you mind answering a few questions for me please.

utterance: Go ahead.

utterance: First your security question, what is your mother's maiden name.

utterance: It's Peterson.

utterance: That is correct.

utterance: When did you make the payment because I don't see any payment for the last invoice on your account.

utterance: #Um, I sent the cheque on June nineteenth.

utterance: Okay and did you receive the debit on your bank account yet?

utterance: Well, now that you mentioned that, I will need to check my bank statement.

utterance: Yes please.

utterance: I can check that online now, can you hold on a moment while I check please.

utterance: Of course. Take your time.

utterance: Thank you.

utterance: You are welcome.

utterance: Logging on to my bank account online is always a hassle for me.

utterance: Is that so.

utterance: Yeah, you know I am a senior and we seniors are not used to online banking and all that.

utterance: I totally understand.

utterance: Yeah, my daughter had to teach me the process severally. I am usually old school. That is why I still send cheque payments.

utterance: I can imagine.

utterance: Yeah.

utterance: Well I got in now. But I don't see a debit on my bank account for that amount.

utterance: Okay so that is good to know since we haven't received the payment.

utterance: So what do you advice now.

utterance: Well it's possible the cheque got missing in transit.

utterance: Yeah, I think so too.

utterance: So you should call your bank to cancel that cheque number.

utterance: Oh yes, that is a good idea.

utterance: Yeah, and then if you like you can send another cheque for payment.

utterance: Well and how long do you think it will take for you to receive the cheque.

utterance: #Er, that depends on where you are sending it from.

utterance: I am sending it from New york. That is where I live.

utterance: Ok, so that normally takes about three business days.

utterance: Okay.

utterance: Or if you have your credit card with you, you can make the payment over the phone now.

utterance: Oh, I am not sure I want to do that, like I said I am old school.

utterance: Yeah, I understand.

utterance: So I will send the cheque tomorrow then and you should have it in four business days give or take.

utterance: Okay.

utterance: But in the mean time, can you make a note on my account saying I previously sent a cheque, but it got lost in transit.

utterance: Sure I can do that.

utterance: Because I don't want to have a bad credit rating with your company.

utterance: Yes I get that.

utterance: And will I be charged for a late payment fee?

utterance: #Um, you only get charged if it is thirty days past your payment date.

utterance: Oh ok.

utterance: #Er and how many days past my payment days is it now?

utterance: Let me check that.

utterance: Okay.

utterance: It's only sixteen days past as at today, so if we receive the cheque in four business days then you shouldn't be charged a late payment fee.

utterance: Okay good.

utterance: Is there any other thing I can help you with today.

utterance: Yeah, can you help me check the exact amount I owe?

utterance: Sure, it's sixty nine dollars seventeen cents.

utterance: Okay thank you.

utterance: My pleasure.

utterance: Will that be all for today mister Emily.

utterance: Yes, thank you for your help.

utterance: You are welcome. We will be expecting the cheque.

utterance: Of course.

utterance: Do have a great day.

utterance: You too.

utterance: Bye now.

utterance: Bye.


utterance: Hi there. Thank you for calling Rivertown Insurance customer care, I'm Sandy.

utterance: Hello Sandy, good day. My name is Karen.

utterance: Sorry I can't hear you.

utterance: Karen.

utterance: Alright Karen, how may I be of service?

utterance: #Um I have a policy with you. Is it possible to update my payment method?

utterance: Sure I can help you with that.

utterance: I usually make transfers monthly, but I will like to add my credit card details so I can be debited monthly.

utterance: For Sure. May I have your full name.

utterance: #Er Karen White.

utterance: Will that be a Caren with a C or a Karen with a K.

utterance: A Karen with a K.

utterance: Thank you very much. Please may I have your policy number?

utterance: #Um my policy number. Hold on let me get that real quick.

utterance: Sure take your time.

utterance: I am still searching for it please. I am almost sure I wrote it down somewhere.

utterance: It's the Eight digit number in front of your policy document.

utterance: Oh thank you.

utterance: You are welcome.

utterance: It's two four one, #Um three two, one nine six.

utterance: Just to confirm did you say two four one three two one six nine?

utterance: No it's nine six, as in two four one three two one nine six.

utterance: Oh I got that. Thanks.

utterance: You are welcome.

utterance: Okay please stay on the line.

utterance: Okay.

utterance: So what kind of card would you like to add?

utterance: It's a mastercard.

utterance: So a credit mastercard.

utterance: Right right.

utterance: Please can I have the full pan of the card, that is the digits on the front of the card?

utterance: #Um my card is not really close to me right now, I don't know why I didn't have it handy. Can I give you a call back or would you stay on the line while I get it?

utterance: I would not mind staying on the line.

utterance: Oh Thank you.

utterance: Very welcome.

utterance: #Um five one two one, #Hm it's a bit blur, hold on let me put it to the light.

utterance: Sure.

utterance: five one two one three four one six one nine zero one five zero zero one.

utterance: Please can you repeat that, but a bit slower?

utterance: Perfect. May I have the expiry date on the card?

utterance: It's January, twenty twenty five.

utterance: January twenty twenty five.

utterance: Yeah.

utterance: And the CVV number please.

utterance: #Er what's that?

utterance: It's the three digit number at the back of the card.

utterance: Oh, okay. It's two four nine.

utterance: #Um and the name on the card, would that be your name?

utterance: Yes please.

utterance: Thank you for the information.

utterance: Your payment preference has now been successfully updated.

utterance: Thank you for that. The first agent I spoke with took so much of my time but still could not assist.

utterance: Oh sorry about that Karen I am glad I could assist.

utterance: No worries. When will I start getting debited?

utterance: #Um that will be from your next payment date next month.

utterance: Okay that will be fine.

utterance: Will that be all for now?

utterance: #Um I guess so, can you confirm the outstanding balance on my plan please.

utterance: For sure. Give me one sec.

utterance: Sure.

utterance: #Um it's sixty five dollars.

utterance: Okay thank you.

utterance: And now you can actually check your balance yourself on the Rivertown application online.

utterance: Oh really? How do I get the app?

utterance: You can just download on your app store. Search for Rivertown Insurance. It's the first application that comes up.

utterance: Oh Thats nice. Does it cost anything though?

utterance: It's totally free.

utterance: So I just download the app and register I guess?

utterance: Yes. You will need your email address and policy number to register. Then when you login on the menu page you can search for check balance to see the outstanding balance on your account.

utterance: Thank you very much.

utterance: You are welcome.

utterance: Is there anything else I can help you with today.

utterance: No no. I am very satisfied.

utterance: Good. Thank you for calling us. Have a pleasant day.

utterance: You too Sandy.

utterance: Bye!

utterance: Bye Sandy!


utterance: Hello, Thanks for calling Rivertown Insurance, Ace speaking, how can I help?

utterance: Hello Ace, my name is Martin. How are you today?

utterance: I am very well thank you and you?

utterance: #Oh I am doing well.

utterance: How can I be of service?

utterance: Well I heard about your insurance company from a friend and I want to know more about your services and what I can insure.

utterance: Sure I can help you with that information.

utterance: Okay.

utterance: So we offer life insurance, pet, automobile, homeowner, condo and renter insurance.

utterance: #Oh I see.

utterance: Yeah, so which of these would you be interested in?

utterance: Well I already have an automobile insurance plan so that is out of the question.

utterance: Okay.

utterance: And I don't own any pet, so that is also not an option.

utterance: #Hm.

utterance: Maybe I could sign up for the homeowner insurance plan.

utterance: Okay that is a wise decision. Would you also consider signing up for the life insurance plan?

utterance: #Er, I actually thought about that too, but I want to check in with my wife first.

utterance: Of course I get that.

utterance: You know women are the bosses (laughter).

utterance: (Laughter) they sure are.

utterance: #Um can you tell me the different plan options for the homeowner insurance?

utterance: Sure I can.

utterance: So we have Home Basic, Home preferred and Home complete plans.

utterance: Okay and How much is the yearly payment for each of them?

utterance: So the Home basic is one thousand two hundred dollars per year, Home preferred is one thousand six hundred dollars per year and Home complete is two thousand dollars yearly.

utterance: Okay.

utterance: Yeah.

utterance: And what is the difference in these plan options other than the prices of course (Laughter).

utterance: (Laughter) #Um the home basic covers only the house itself, the home preferred covers both the house and the properties in it, while the home complete covers the house, the properties in it and the lives in it.

utterance: #Hm Can you elaborate on the Home complete option? Does that mean it includes life insurance for the house occupants?

utterance: #Oh no it doesn't include life insurance.

utterance: Okay.

utterance: It only includes medical bills and treatment for the registered home occupants incase of an accident that may occurs in the house.

utterance: #Oh I see.

utterance: Yeah.

utterance: And also the properties in case of any damage or theft in the house right?

utterance: Yes that is correct.

utterance: #Hm that plan option sounds better for me.

utterance: The Home complete plan right?

utterance: Yeah.

utterance: Ok. So I can just create an account for you right away.

utterance: Sure. I am ready.

utterance: Okay then. I will just need to ask you a couple of questions then and book for one of our field agents to come to your home to finalize the account setup.

utterance: Sure.

utterance: So can you spell out your full name please?

utterance: Yeah it's Martin Rivers. M-a-r-t-i-n R-i-v-e-r-s.

utterance: Okay gotcha.

utterance: Your date of birth?

utterance: It's #Um July sixteenth, nineteen seventy nine.

utterance: Okay July sixteenth, nineteen seventy nine.

utterance: Yeah.

utterance: Can I have your phone number please?

utterance: seven zero nine eight two four four eight one one?

utterance: No, seven zero nine eight three four four eight one one.

utterance: Okay seven zero nine eight three four four eight one one?

utterance: Yes.

utterance: Perfect. Can I have your email address please.

utterance: Yes it's m-a-r-t-i-n-r-i-v-e-r-s at gmail dot com.

utterance: okay so your first name and last name at gmail dot com.

utterance: Yeah.

utterance: Can I have your home address please?

utterance: #Er, two two nine, Avenue Road, San Diego.

utterance: Okay #Um two two nine, avenue road, San Diego?

utterance: Yes that is correct.

utterance: And what is the postal code?

utterance: Nine two zero zero nine eight.

utterance: Ok got that.

utterance: How many occupants are in you house?

utterance: #Er I have my son and his girlfriend in the basement and just I and my wife in the main house, so #Um four occupants.

utterance: Four occupants. Perfect.

utterance: Can I have the full names of your wife, your son and his girlfriend?

utterance: Yeah. My wife's full name is Amira Rivers, my son's name is Jason Rivers and his girlfriend's name is Anna. #Hm I am not really sure what her last name is.

utterance: Okay.

utterance: But I can quickly go to the basement now to find out from her, I hope she is home.

utterance: Of course please do.

utterance: Okay, just give me a moment, I will be right back.

utterance: Sure.

utterance: Okay, I am back. Her last name is Chevron.

utterance: Okay. Is Anna spelt with one n or double n?

utterance: It's double n.

utterance: Okay. Thank you.

utterance: You are welcome.

utterance: Okay I have all the information I need now. I just need to set up an appointment for our field agent to come to your house to finalize the account.

utterance: Okay then.

utterance: What day and time is most convenient for you for the agent to come.

utterance: Well I am home all through this week, so any day this week is perfect. And I will prefer a morning appointment.

utterance: Of course, so Thursday ten a.m? Does that work?

utterance: Yeah. What is the name of the agent that will be coming?

utterance: His name is Allen. And he will give you a call before coming.

utterance: Okay. That will be great.

utterance: So you account has been created for the Home complete Homeowner insurance plan and the appointment is all set up for Thursday ten a.m.

utterance: Okay. Thank you very much for your help.

utterance: My pleasure. Anything else I can help you for now?

utterance: No I am good.

utterance: Alright then, have a great day mister Martin.

utterance: You too Ace.


utterance: Hello, Thank you for calling Rivertown Insurance, My name is Nancy. Can have have your policy number please.

utterance: Sure Nancy, give me a moment let me find it.

utterance: Okay.

utterance: Hm it's the number on the front page of my policy document right?

utterance: It sure is.

utterance: Okay, let me just get my glasses.

utterance: For sure, take your time.

utterance: Um, Okay, it's Four zero four one eight eight two two.

utterance: Ok got it. Thanks.

utterance: OK.

utterance: And whom do I have the pleasure of speaking with?

utterance: Oh My name is Jina Phil, Jina with a J.

utterance: Hi Jina, How can I help you today?

utterance: Well, I noticed that I do not get the invoice for my monthly payment, and I was wondering why that is so.

utterance: Okay, lets try to see the cause and get a satisfactory resolution for you then.

utterance: OK lets do that.

utterance: Can I ask you some questions just to get more information on what the issue is?

utterance: Please go ahead.

utterance: Okay. So when last did you receive any invoice?

utterance: Um, I can't really remember, hold on let me check my file.

utterance: Sure.

utterance: Hm, The last invoice I see here is from June twenty twenty.

utterance: Okay. So let me take a look at your account and see what the issue is.

utterance: Okay then.

utterance: Just a moment please.

utterance: Sure. How is work going today anyway?

utterance: Er it's going very well. It's a sunny and beautiful day. How is your day going?

utterance: Very well too. I really love the sun, makes me want to just sit outside and get tanned.

utterance: (Laughter) I can imagine. Sounds wonderful.

utterance: Yeah if only I didn't have to be at work too.

utterance: I totally understand that.

utterance: Hm.

utterance: So I see on your account that you changed your billing frequency from quaterly to monthly back in July twenty twenty.

utterance: Yes I did.

utterance: Oh, I see.

utterance: Is that why I haven't been getting the invoices?

utterance: Yes Jina, because you are on a pre-authorised payment plan, we don't send invoices for monthly billing frequency clients.

utterance: Oh I see, I think the agent told me about that then, but I forgot about that.

utterance: Oh, okay.

utterance: But I do want to be getting those invoices. I need them for documentation purpose.

utterance: I understand.

utterance: So what can we do then?

utterance: Well I can send you the invoices you missed, but you still won't be getting the subsequent invoices.

utterance: Oh that would really help for now. Thank you.

utterance: You are welcome.

utterance: Can I update my billing frequency then?

utterance: Of course, I can do that for you.

utterance: Ok. I would like to update from monthly to quarterly then.

utterance: Sure. To make updates on your account, I would need you to answer one of your security questions please.

utterance: Okay.

utterance: What is the name of your first pet?

utterance: Bambi.

utterance: That is correct.

utterance: I still have him you know, Bambi.

utterance: It's a really cute name.

utterance: Yeah.

utterance: What kind of pet is he?

utterance: Oh he is a pitbull. One of those dogs you can't help but love.

utterance: Yeah, I love dogs. Especially the fluffy ones.

utterance: (laughter) So needy and loving.

utterance: I couldn't agree more.

utterance: Hm.

utterance: So I have just updated your billing frequency to quarterly.

utterance: Thank you.

utterance: You are welcome. Is jinaphil at gmail dot com a good email to send the outstanding invoices to?

utterance: Oh no, can you please send it to my work email, so I can print them while I am at work.

utterance: Sure thing. Can I have the email please?

utterance: Er it's jina.phil at mooreconsult dot com.

utterance: Okay. So thats your firstname dot your last name at m-o-r-e-c-o-n-s-u-l-t dot com?

utterance: Not quite. The moore is double o.

utterance: Okay. Gotcha, so that is j-i-n-a dot p-h-i-l at m-o-o-r-e-c-o-n-s-u-l-t dot c-o-m?

utterance: Yes that is correct.

utterance: Perfect. I will send those invoices right away.

utterance: Thanks.

utterance: You are very welcome.

utterance: I just sent them. Can you confirm if you have received them?

utterance: Um, hold on a moment please.

utterance: Sure.

utterance: Yeah yeah, I have received them.

utterance: Okay good.

utterance: Thank you so much for your help Nancy.

utterance: You are most welcome Jina. Is there anything else I can help you with today?

utterance: Oh no. That is all for today.

utterance: Okay then.

utterance: Thank you for choosing Rivertown insurance, do enjoy the rest of your day.

utterance: You too Nancy. Good bye.

utterance: Bye Jina.


utterance: Hello, This is Rivertown Insurance, my name is Cherry, who am I speaking with please?

utterance: My name is Brandon.

utterance: Hello Brandon, how can I help?

utterance: #Um, I just want to pay a bill.

utterance: Okay I can totally help you with that.

utterance: Okay then.

utterance: I received a mail that I have an outstanding balance, can you confirm my balance first.

utterance: Of course.

utterance: Can I have your policy number please.

utterance: Policy number?

utterance: Yeah.

utterance: I do not have my policy number, but I can give you my email address and full name.

utterance: Okay, that will help.

utterance: Alright.

utterance: Can you spell out your full name then.

utterance: Yeah it's B-r-a-n-d-o-n C-l-a-y-t-o-n.

utterance: Gotcha. And your email please.

utterance: #Um it's my first name and last name zero zero at gmail dot com.

utterance: Ok so that is b-r-a-n-d-o-n-c-l-a-y-t-o-n zero zero at gmail dot c-o-m.

utterance: Yeah, that is right.

utterance: Okay.

utterance: Did you find my account.

utterance: Still searching. It will only take a moment please.

utterance: Sure.

utterance: Okay It's up now.

utterance: Alright.

utterance: So you would like to pay the outstanding balance on the account right?

utterance: Yes please.

utterance: Sure. I will help you do that.

utterance: For security purposes, can you please confirm the name of your first pet?

utterance: Yeah #Er Snow.

utterance: Perfect.

utterance: Can you help me with the exact balance on the account.

utterance: Of course, it's seventy dollars.

utterance: Okay.

utterance: And how would you like to pay please.

utterance: With my Visa Card.

utterance: Okay is it a Credit or a Debit card?

utterance: It's a Credit card.

utterance: Perfect, can you call out the card number?

utterance: Sure, it's four five seven one.

utterance: Four five seven one.

utterance: Yeah, three three two one.

utterance: Three three two one.

utterance: five zero one one.

utterance: five zero one one.

utterance: twenty sixteen.

utterance: Okay two zero one six.

utterance: Yeah.

utterance: Alright, And the card expiration date?

utterance: It's June twenty twenty two.

utterance: Ok. And the CVC number?

utterance: Thats the number at the back of the card right?

utterance: Yeah, the three digit number.

utterance: #Um it's two hundred.

utterance: Ok two zero zero.

utterance: that is correct.

utterance: Can you please confirm the name on the card please?

utterance: Yeah it's my first name and my last name.

utterance: OK. Brandon Clayton.

utterance: Yeah.

utterance: #Er amount due is seventy dollars.

utterance: Yeah you said so already.

utterance: #Um okay.

utterance: Have you done the payment now?

utterance: Oh yes I have. The payment has been successfully made.

utterance: Okay so I have no outstanding balance right?

utterance: Yes, the balance on your account is now zero.

utterance: Perfect.

utterance: Can I get a receipt for the payment then?

utterance: Sure I can send that to your email right away.

utterance: Okay thank you.

utterance: Is brandonclayton zero zero at gmail dot com the best email to send the receipt to?

utterance: Oh yes it is.

utterance: Perfect, let me just send it now.

utterance: Okay.

utterance: I have sent it, you should receive it within the next five minutes.

utterance: Oh ok.

utterance: I think I have received it now, let me confirm.

utterance: Sure.

utterance: Yeah, I have gotten the receipt.

utterance: Good.

utterance: Thanks.

utterance: You are welcome.

utterance: You might be getting a survey after this call to rate my performance, please fill the survey when you get it.

utterance: Of course I will, and you can be sure of getting a good rating from me.

utterance: Oh thank you Brandon.

utterance: No problem.

utterance: Is there anything else I can help you with today?

utterance: #Um, no. that will be all for now.

utterance: Okay then, thank you for calling. I am glad I could help.

utterance: Of course.

utterance: Enjoy the rest of your day.

utterance: You too Cherry.

utterance: Bye for now.

utterance: Bye Cherry.


utterance: Thank you for calling Milton Auto Insurance. How can I help you?

utterance: Hi I need to remove my husband off my car insurance.

utterance: Ok this is not typical to do. Can I ask why?

utterance: Yeah we are no longer together and have gotten a divorce.

utterance: I am so sorry to hear that. What is your name?

utterance: Anna Clove. Well my new last name is Hutton.

utterance: Ok we will update your file there to.

utterance: Ok.

utterance: As I am pulling everything up I just need to verify a few things.

utterance: Ok.

utterance: What is your date of birth?

utterance: May sixth ninteen seventy four.

utterance: And what is your policy number?

utterance: Three one six four one eight nine two.

utterance: Thank you. Give me a minute while my system loads.

utterance: Yeah.

utterance: Ok so looking at your file it looks like your husband is Clayton?

utterance: Yes. Ex husband.

utterance: Yes of course. And do you have a copy of your divorce papers?

utterance: Yes I do.

utterance: Would you be able to email those to me for proof?

utterance: Yeah do you have an email I can send those to?

utterance: Yes it is J barnes b-a-r-n-e-s at miltonauto dot com.

utterance: Ok that was jbarnes at miltonauto dot com?

utterance: Yes.

utterance: Once I have those I can finalize removing him from the policy.

utterance: I just emailed them over. Did you get them.

utterance: I did. Let me just look them over.

utterance: Everything looks good. So I will remove him from this policy.

utterance: Thank you.

utterance: So this will reduce your monthly auto premium by seventy three dollars, by taking him off. Do you still have both cars under your name?

utterance: No actually one of them is Clayton's car.

utterance: Ok which can can I take off the policy?

utterance: You can take off the Toyota Tacoma.

utterance: Ok that will bring your premium down another thirty five dollars.

utterance: Perfect.

utterance: So your new premium is one hundred and six dollars. How does that sound?

utterance: That sounds great! Getting rid of all the extra baggage at once.

utterance: Yes it is a nice little payment.

utterance: Yes it is.

utterance: This will go into effect as of twelve oh one this morning. You will get a reimbursement of three hundred and forty one dollars.

utterance: Ok.

utterance: Is this going into the Blinders national bank account?

utterance: Yes please.

utterance: Alright, so that will be refunded and should show in your account within ten business days.

utterance: Sweet.

utterance: Now lets make sure everything on your file is up to date. #Er sound good?

utterance: Yes it does.

utterance: Do you still live at six two two Park Avenue in Madison Wisconisin?

utterance: No I have since then moved.

utterance: Ok what is your new address?

utterance: Three six six nine Marvin Road in Madison Wisconsin.

utterance: Okay that was three six six nine Marvin Road Madison Wisconsin. Is it the same zip code?

utterance: Yes it is.

utterance: Okay and we also needed to change your last name?

utterance: Correct.

utterance: And the last name was Hutton?

utterance: Yes correct.

utterance: And that is spelt H-u-t-t-o-n?

utterance: Yes correct.

utterance: Ok. I have updated that information. Has anything else changed since your divorce on your file?

utterance: No I don't think so.

utterance: Ok so I have taken Clayton off the policy effective as of today at twelve oh one this morning. I have also taken off the toyota. Does this sound correct?

utterance: Yes it does.

utterance: Ok is there anything else I can help you with?

utterance: No not at this moment. Thank you for all your help I greatly appreciate it.

utterance: No problem that is what I am here for.

utterance: Great!

utterance: Well thank you for calling Milton Auto have a good rest of your afternoon.

utterance: Thank you.


utterance: Good morning and thank you for calling Rivertown Insurance, my name is Holly, how can I help you?

utterance: Hi Holly, I would just like to cancel my insurance plan.

utterance: Oh I am sorry to hear that, can I have your name please.

utterance: #Er it's Mike Marshall.

utterance: Ok Mike, so that is M-I-K-E M-A-R-S-H-A-L is that right?

utterance: Not quite.

utterance: Can you please spell out the name please?

utterance: Sure. It's M-I-K-E M-A-R-S-H-A-L-L. Marshall is double L.

utterance: Ok got it. Thanks.

utterance: No worries. Well I actually tried cancelling from my mobile application, but it referred me to give you guys a call.

utterance: Yes, account cancellation can only be done by one of our agents.

utterance: Oh, and why is that if I may ask?

utterance: Well, it's majorly because we would need to confirm if there will be any cancellation fees and also attempt to retain you as a valued customer.

utterance: Hm.

utterance: Can I please have your policy number?

utterance: Can't you just look that up from your system.

utterance: Of course I can, it's just to confirm your actual account.

utterance: What do you mean?

utterance: Um, there are more than one Mike Marshall on our system, so to pull up the right account for you, I will need your policy number as that is unique to your account.

utterance: Oh Okay. I understand now.

utterance: OK.

utterance: So where can I find my policy number though.

utterance: You can find it from your mobile application.

utterance: Ok where on the app?

utterance: When you login to your account, just on the right hand side, below the menu icon.

utterance: Okay, I think I see it, is it eight digits.

utterance: Yes it is.

utterance: Okay, it's five eight seven four one one zero one.

utterance: Perfect, so five eight seven four one one zero one?

utterance: Yes that is correct.

utterance: OK Gotcha. Thank you.

utterance: No problem.

utterance: For verification purpose, can you please say your mother's maiden name?

utterance: Oh no, not another question.

utterance: I am sorry, this is a security question to verify you are the actual policy holder.

utterance: whew. Well I hope this is the last question.

utterance: Yes, this is the only security question mister Mike.

utterance: Okay then, my mother's maiden name is Lucas.

utterance: Thank you for that.

utterance: You are welcome. So can you cancel the account now.

utterance: Sure, I can help you with that.

utterance: okay.

utterance: I will just need to verify if there will be any cancellation fees. Just a moment please.

utterance: Sure.

utterance: Okay, Mike, I see you are still on a contract, hence there will be a cancellation fee if you were to cancel now.

utterance: Really? I didn't realise I was on a contract.

utterance: Oh.

utterance: Well, when did my contract begin?

utterance: November second twenty twenty.

utterance: Okay, and when is it supposed to end?

utterance: That will be November first twenty twenty one.

utterance: Oh, so I just have a few months to go?

utterance: Yes that is correct.

utterance: And if I were to cancel now, what will be the cancellation fee?

utterance: If you were to cancel now, the cancellation fee would be one hundred and sixteen dollars.

utterance: Hm I am not sure if I want to pay that, can't you just waive that fee.

utterance: Um, unfortunately, the cancellation fee is not to be waived.

utterance: Well that sucks.

utterance: I apologize for that.

utterance: So what can I do now?

utterance: Well I would suggest you wait till your contract ends.

utterance: Maybe I would just do that.

utterance: But may I ask why you wanted to cancel your plan?

utterance: Um, I really don't want to talk about that since I can't cancel anyway.

utterance: Of course. No worries.

utterance: Thanks for asking though.

utterance: You are welcome. Is there anything else I can do for you today.

utterance: um, I don't think so.

utterance: Alright then, Thank you for calling, Enjoy the rest of your day.

utterance: You too.

utterance: Good Bye Mike.

utterance: Bye.


utterance: Thank you for calling Riverton Insurance, my name is Tim, to whom am I speaking with please?

utterance: Hello good day, my name is Angel.

utterance: Good morning Angel, how can I be of service today?

utterance: mmm, well I just moved to another town, and I would just like to update my address.

utterance: Oh sure I can help you with that. Can I please have your policy number please.

utterance: I will have to look that up from my computer, what do you need the policy number for?

utterance: I need the number so I can pull up your account details from the system.

utterance: OK. Just give me a moment to get it then.

utterance: Sure, please take your time.

utterance: #Hmmmm, still trying to get it please.

utterance: No problem.

utterance: Ok I got it now. It's Four zero four, two eight eight, six one.

utterance: Okay perfect, so that is Four zero four, two eight eight, six one.

utterance: Yes that is correct.

utterance: Thank you for that information.

utterance: No problem.

utterance: For verification, can you please confirm your full name and date of birth please.

utterance: Sure, Full name is Angel Mincer, date of birth is July nineteenth, ninteen ninteen one.

utterance: Thank you Angel.

utterance: No problem.

utterance: Can you please hold a while.

utterance: Okay, but not for long please, I have something else to do.

utterance: No problem, it will only be a minute.

utterance: Okay then.

utterance: I am with you please.

utterance: Okay.

utterance: Can I please have the address of your new location.

utterance: Sure, it's five seven one eight, Hamilton Drive, Carlsbad.

utterance: ok, so five seven one eight H-A-M-I-T-A-N D-R-I-V-E, C-A-R-L-S-B-A-D.

utterance: No, Hamilton is spelt H-A-M-I-L-T-O-N.

utterance: OK I got that now. Thank you.

utterance: No problem.

utterance: Can you please give me the postal code.

utterance: Yeah, it's Nine zero zero nine eight seven.

utterance: okay is that Nine zero zero nine eight seven.

utterance: Yes.

utterance: Perfect.

utterance: And when will the update be refelected on my account?

utterance: The update will reflect within the next two four hours.

utterance: Okay.

utterance: Alright, I have just updated the new address on my end.

utterance: Thank you.

utterance: Sure no problem.

utterance: #Err will I be charged for this update?

utterance: Oh no, contact updates does not cost anything, so there will be no charge.

utterance: Well that is a relief. I am glad. Thank you.

utterance: No problem. Is there any other thing I can do for you today?

utterance: Well just a quick question.

utterance: Sure.

utterance: What is my contract term and when does my contract end?

utterance: Just give me a moment let me look that up.

utterance: Of course.

utterance: Your contract term is two years and the contract will end on October fifteenth twenty twenty two.

utterance: Hmmm, okay then. Thank you.

utterance: My Pleasure. Will that be all for now.

utterance: yeah.

utterance: Okay. Thank you so for choosing Riverton Insurance, Do have a great day.

utterance: You too.

utterance: Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown Insurance helpline my name is Curt.

utterance: Hello good day, my name is Sarah.

utterance: Sorry I can't hear you.

utterance: Sarah.

utterance: Alright Sarah, how can I help you today?

utterance: I'm calling to find out if it is possible to include my husband in my insurance?

utterance: Yes ma'am it's very possible for you to do so.

utterance: I want my husband to be added please.

utterance: Sure, but before then may I know why you have chosen to do so now?

utterance: Oh well it's cause I just got married, wasn't married as at when I did the insurance.

utterance: Oh, congrats.

utterance: Thank you.

utterance: Okay I need certain details from you before I can proceed.

utterance: Go ahead, whatever detail you need I'm sure I can provide it.

utterance: Okay ma'am first thing I will be needing is your full name.

utterance: Mark Fisher.

utterance: Mark Fisher? I'm sorry ma'am no name like that is popping up.

utterance: (laughter) oh am really sorry I gave you my husband's name.

utterance: #oh.

utterance: Sorry the name is Sarah Fisher.

utterance: Okay Sarah Fisher right?

utterance: Yes please.

utterance: okay next I would need your date of birth.

utterance: it's the second of May, nineteen ninety three.

utterance: Okay please confirm fourth of May, nineteen ninety three?

utterance: Correct.

utterance: Okay please hold on a while.

utterance: Sure.

utterance: I'm with you please.

utterance: Okay.

utterance: Ma'am I will also need your policy number.

utterance: that should be this numbers I'm looking at right on my account profile page

utterance: are the numbers eight?

utterance: Yes.

utterance: Okay thats the number please call it out for me.

utterance: okay one one four six.

utterance: one one four six please continue.

utterance: seven two one five.

utterance: Confirm please one one four six seven two one five.

utterance: Yes thats correct.

utterance: I'm with you please.

utterance: Okay.

utterance: Okay so now we can proceed to add your husband to your insurance plan.

utterance: I wanted to ask will it cost me to add him?

utterance: Yes ma it is going to cost eight dollars.

utterance: eight dollars.

utterance: Yes please.

utterance: okay then let's proceed.

utterance: Sure but first I need you to proceed to make the payment.

utterance: I have to pay first before my husband can be added to the plan?

utterance: Yes please.

utterance: But thats not fair at all.

utterance: I'm sorry ma'am but there is nothing I can do about it. It is companys policy.

utterance: Hmmm, okay then.

utterance: Alright I am pushing a mail to you now. Please follow the instructions and once you have made payment we can proceed.

utterance: okay.

utterance: please can you check your mail now.

utterance: hold on please.

utterance: Take your time.

utterance: Okay so I'm trying to pay and it's redirecting, is there no other way we can do this.

utterance: there is but it means I will have to put it as a deficit on your plan and you will be charged for it once you resubscribe.

utterance: I think that's better so we can move on.

utterance: Okay I have just done that so we can proceed now.

utterance: So what's next.

utterance: I would be needing your husband's details.

utterance: Like.

utterance: His full name, date of birth, phone number.

utterance: okay thats not a problem.

utterance: Good, lets start with his full name.

utterance: Mark fisher please.

utterance: Okay Mark Fisher?

utterance: yes correct.

utterance: Next, please provide his date of birth please.

utterance: First of June, nineteen ninety.

utterance: First of June, nineteen ninety.

utterance: Yes.

utterance: His active email address please.

utterance: please hold on while I confirm.

utterance: Waiting.

utterance: Okay it's mark dot fisher at gmail dot com.

utterance: mark dot fisher at gmail dot com correct?

utterance: Yes please.

utterance: Next I need his phone number.

utterance: plus one six one six two two.

utterance: Okay plus one six one six two two.

utterance: four one three one two six.

utterance: confirm please plus one six one six two two four one three one two six.

utterance: Yes please that correct.

utterance: last question or relationship, your husband.

utterance: yeah my husband.

utterance: Yeah just procedures.

utterance: Yes.

utterance: Okay hold on.

utterance: Sure.

utterance: Okay Sarah, Mark Fisher has been added as your dependent.

utterance: Nice thank you so much.

utterance: I'm glad I could help, is there something else you want me to do for you.

utterance: no thank you.

utterance: Okay ma'am do enjoy the rest of your day.

utterance: And you too Bye!

utterance: Bye!


utterance: Hi, Adam, this is Jim with Rivertown Insurance, I saw you filled out a form on our website about, let me see here, filing a new, condo policy, and wanted to follow up on your request.

utterance: Oh, hey Jim, I am looking for a new policy yeah, what do I need to do to file it?

utterance: So, I'll need to get some information from you first. Do you have an existing policy with us currently?

utterance: Yes I do.

utterance: Okay hold on a second.

utterance: Mhm.

utterance: Alright, so the first thing I'll need from you is your account number please.

utterance: do you know where I could find that? I'm not sure where to look?

utterance: I can look it up by your name instead, if that would be easier?

utterance: sure yeah that would probably be easiest I can't seem to find.

utterance: No worries, let me just look here... okay, just a second here, so can I have your first and last name?

utterance: My name is Adam Smyth.

utterance: Thank you sir, Adam Smyth... Just to confirm, that's A.d.a.m. S.m.i.t.h.?

utterance: No, it's s.m.y.t.h.

utterance: Got it, s.m.y.t.h.

utterance: Correct.

utterance: So, Adam, I'm looking here, and it appears like you have a few other policies with us, is that correct?

utterance: yeah, I do. I think I have at least two or three.

utterance: Gotcha.

utterance: Can you actually show me which other policies I have? I haven't checked in a while.

utterance: Sure, let me just see here.

utterance: Okay.

utterance: Alright Adam, so it looks like you currently have three policies with us.

utterance: Alright, which are those?

utterance: So, you have, our Automobile, life, and pet policies right now.

utterance: I see.

utterance: Do you want to discuss any of them? I'm happy to, you know, address any questions you have about these policies.

utterance: not really, how much am I paying for the pet policy right now?

utterance: Let's see So currently you have our petcare preferred policy which is one thousand dollars per year.

utterance: Mhm, is there anything a little cheaper than that? I think my wife was wanting me to reduce our coverage.

utterance: Yeah, absolutely, our petcare basic policy is five hundred dollars per year.

utterance: Okay, yeah, I think I'd like to change to that please.

utterance: Great, so I'll just need the answer to your security question. what is your mother's maiden name?

utterance: that would be Jones j.o.n.e.s.

utterance: Alright, let me just Okay, you are successfully enrolled in the petcare basic policy now.

utterance: Okay great. Thanks for your help.

utterance: Of course, and now, shall we go ahead and get you enrolled in an condo policy?

utterance: Yes, let's do it.

utterance: Okay, so I'm going to need some information from you first.

utterance: More information? What else do you need??

utterance: Just some basic stuff sir, about your address, rent, and that kind of thing.

utterance: Okay, and how will I know that my information will be safe?

utterance: Your data will be secure in our sir, I promise you. Our web portal encrypts customer data extremely thoroughly.

utterance: Okay. Let me find it here Alright my card number is oh oh one two two oh oh three four three oh oh one five eight two.

utterance: Great! So the first thing I'll need from you is your condo's address, and date of birth.

utterance: Sure, zip code is Riverside, California, one two one two eight, and then date of birth is October the fifth, nineteen sixty two.

utterance: Great, and do you have an estimate of the value of your property?

utterance: well, I'm not actually quite sure.

utterance: An approximate value is fine.

utterance: It's probably about two hundred and fifty thousand dollars.

utterance: Okay, great. Now the last thing we'll need to do today is select a policy.

utterance: Alright.

utterance: So, there two options. Our Condo Basic Policy is five hundred dollars per year, and our Condo Preferred Policy is six hundred dollars per year.

utterance: what are the differences between them?

utterance: So, let me see here, the basic policy covers a slightly lower amount.

utterance: Alright.

utterance: However, you fall within the coverage limit, so I would recommend the basic policy.

utterance: Okay, I think I'll go with that then.

utterance: Wonderful! Now, let me see here The one last thing I'll need from you is a good way to contact you.

utterance: What do you mean?

utterance: Which do you prefer? Phone or email?

utterance: let's go with email.

utterance: Okay, when you're ready.

utterance: It's Adam at gmail dot com.

utterance: Alright, got it in the system.

utterance: Perfect.

utterance: Alright Adam, so you are now currently enrolled in our condo basic policy. Do you have anything else you'd like to go over today?

utterance: nope, I think I'm all set.

utterance: Great, well Adam, thanks for your time today.

utterance: Yes, likewise.

utterance: And, if you have any questions, feel free to give me a call. My number is eight eight nine oh one two oh three four one.

utterance: Alright will do.

utterance: Okay, talk to you later, Adam.

utterance: Bye.


utterance: Hi, Tyler, this is Pete with Rivertown Insurance, I saw you filled out a form on our website about, let me see here, filing a new, homeowner policy, and wanted to follow up on your request.

utterance: Oh, hey Tyler, I am looking for a new policy yeah, what do I need to do to file it?

utterance: So, I'll need to get some information from you first. Do you have an existing policy with us currently?

utterance: Yes I do.

utterance: Okay hold on a second.

utterance: Mhm.

utterance: Alright, so the first thing I'll need from you is your account number please.

utterance: do you know where I could find that? I'm not sure where to look?

utterance: I can look it up by your name instead, if that would be easier?

utterance: sure yeah that would probably be easiest I can't seem to find.

utterance: No worries, let me just look here... okay, just a second here, so can I have your first and last name?

utterance: My name is Tyler Smith.

utterance: Thank you sir, Tiler Smith... Just to confirm, that's t.i.l.e.r. s.m.i.t.h.?

utterance: No, it's t.y.l.e.r.

utterance: Got it, t.y.l.e.r.

utterance: Correct.

utterance: So, Tyler, I'm looking here, and it appears like you have a few other policies with us, is that correct?

utterance: yeah, I do. I think I have at least two or three.

utterance: Gotcha.

utterance: Can you actually show me which other policies I have? I haven't checked in a while.

utterance: Sure, let me just see here.

utterance: Okay.

utterance: Alright tyler, so it looks like you currently have three policies with us.

utterance: Alright, which are those?

utterance: So, you have, our Automobile, Condo, and pet policies right now.

utterance: I see.

utterance: Do you want to discuss any of them? I'm happy to, you know, address any questions you have about these policies.

utterance: not really, how much am I paying for the pet policy right now?

utterance: Let's see So currently you have our petcare preferred policy which is one thousand dollars per year.

utterance: Mhm, is there anything a little cheaper than that? I think my wife was wanting me to reduce our coverage.

utterance: Yeah, absolutely, our petcare basic policy is five hundred dollars per year.

utterance: Okay, yeah, I think I'd like to change to that please.

utterance: Great, so I'll just need the answer to your security question. what is your mother's maiden name?

utterance: that would be Jones j.o.n.e.s.

utterance: Alright, let me just Okay, you are successfully enrolled in the petcare basic policy now.

utterance: Okay great. Thanks for your help.

utterance: Of course, and now, shall we go ahead and get you enrolled in a homeowner's policy?

utterance: Yes, let's do it.

utterance: Okay, so I'm going to need some information from you first.

utterance: More information? What else do you need??

utterance: Just some basic stuff sir, about your home, and address.

utterance: Great! So the first thing I'll need from you is your address, and date of birth.

utterance: Sure, address is Jones street, Sacramento California one two one two eight. Date of birth is October the fifth, nineteen sixty two.

utterance: Great, next I'll need to ask you about your property, what is the value of your home?

utterance: I need to look that up.

utterance: Okay.

utterance: So it's six hundred and thirty thousand dollars.

utterance: Alright got it.

utterance: Perfect.

utterance: Alright great, now there are a couple different options for homeowner policies.

utterance: Okay.

utterance: our Basic Home policy is twelve hundred dollars per year, our Home Preferred Policy is sixteen hundred dollars per year, and our Home Complete Policy is two thousand dollars per year.

utterance: I see, and which would you recommend?

utterance: So, let me see here Your house valuation falls within the preferred policy.

utterance: Great, I'll go with that then.

utterance: Alright.

utterance: Which do you prefer? Phone or email?

utterance: let's go with email.

utterance: Okay, when you're ready.

utterance: It's tyler at gmail dot com.

utterance: Alright, got it in the system.

utterance: Perfect.

utterance: Alright tyler, so you are now currently enrolled in our preferred auto policy. Do you have anything else you'd like to go over today?

utterance: nope, I think I'm all set.

utterance: Great, well tyler, thanks for your time today.

utterance: Yes, likewise.

utterance: Alright will do.

utterance: Okay, talk to you later, tyler.

utterance: Bye.


utterance: Hi, Bob, this is Matt with Rivertown Insurance, how are you today?

utterance: Hey Matt, I'm alright, how are you?

utterance: Doing pretty well. I saw that you filled out an accident form on our website, correct?

utterance: Yeah, unfortunately. I wanted to file an auto claim and figure out I guess what I need to do next.

utterance: I'm sorry to hear that Bob. Are you and your family alright?

utterance: Yeah, for the most part we're okay. Just a few knicks and scratches.

utterance: Glad to hear it. So Bob, the first step is to discuss the incident itself, and then we can go ahead and file that claim for you, okay?

utterance: Sure, do I have to do this over the phone? Is there an easier way?

utterance: Unfortunately, you can't sir. We have to do it together over the phone in order to comply with customer privacy laws.

utterance: Okay.

utterance: So, the first things I'll need from you is your first name, and last name.

utterance: My name is Bob Martyn.

utterance: Thank you sir, Bob Martyn... Just to confirm, that's b.o.b. m.a.r.t.i.n.?

utterance: No, it's m.a.r.t.y.n.

utterance: Got it, m.a.r.t.y.n.

utterance: Correct.

utterance: Great. Next I will need your let me see Date of birth.

utterance: Oh, okay, and then date of birth is January the ninth, nineteen seventy four.

utterance: Got it. Next will be your customer number.

utterance: where would I go to find that?

utterance: Try your email address it probably would have been sent there.

utterance: Okay. let's see.

utterance: Alright.

utterance: So, where in my email do you think it would be? I'm not seeing it here.

utterance: if it would be faster, I can do it by using your social security number instead.

utterance: Sure, let's do that, yeah.

utterance: Okay, can I get your social security number and answer to your security question please?

utterance: Yeah, my social security number is one five oh three oh three nine one one one. I'm not sure about the security question though?

utterance: I have here that the question is, what was the make and model of your first car?

utterance: Okay try Dodge Durango.

utterance: That worked! Now I just need your phone number.

utterance: Sure, my number is three oh one oh two two oh oh five nine.

utterance: Great, thanks for all of that.

utterance: Yeah, of course.

utterance: Alright, let me just Okay, so the next step is for me to ask you a couple questions about the incidents, okay?

utterance: Sure.

utterance: Alright, so first I'll need the accident date and accident time, please.

utterance: The date was October first, twenty twenty one.

utterance: And the time?

utterance: Time was ten ten pm.

utterance: Got it. And next, the make and model of your vehicle?

utterance: It was, an Audi A six.

utterance: Great, I got all of that in the system.

utterance: Okay.

utterance: The last thing I'll need from you is the location of the accident.

utterance: Sure, state was California, city was Sacramento.

utterance: Actually sir, I don't need a city.

utterance: Oh, okay.

utterance: Thank you sir, now the last thing I will need you to do is describe the incident to me.

utterance: Alright.

utterance: So, what was going through your mind when the accident happened.

utterance: well let's see. I was driving to my daughter's softball game.

utterance: Okay.

utterance: And on my way, I came up to a stoplight.

utterance: Stoplight, got it.

utterance: Yeah, and the light on my side had just turned green, so I just drove through like normal.

utterance: Mhm.

utterance: Then, out of the corner of my eye I saw a red object coming towards me, and then yeah, they hit me, and that was that.

utterance: Alright, thank you for that.

utterance: No problem.

utterance: So let me just, enter this here.

utterance: Okay.

utterance: Great, so your claim has been successfully filed. Your file date will be June eighth, twenty twenty, if you need to reference that.

utterance: Mhm.

utterance: Now, typically our claims team will review cases in three to five business days.

utterance: And how will I know that it has been reviewed?

utterance: You should receive a confirmation message to your preferred method of communication.

utterance: Got it. And is there anything I will need to do after that?

utterance: No sir, once you receive the message, you will know that your claim has been successfully processed.

utterance: I see.

utterance: Alright great, now the last thing we need to do is get you your claim number.

utterance: Okay.

utterance: So let me just, get that for you here.

utterance: Mhm.

utterance: Alright sir, so your claim number is oh oh two three eight oh one one.

utterance: oh oh two three eight oh one one?

utterance: Correct.

utterance: Alright, got it, thanks.

utterance: Of course sir. Now is there anything else I can do to help?

utterance: no, I don't think so.

utterance: Alright sir, thank you for your time today, and once again, I'm sorry you had to go through this experience.

utterance: Yeah, thank you.

utterance: Now if you have any other questions, please don't hesitate to give me a call.

utterance: Okay, what is your number again?

utterance: Perfect.

utterance: Of course, and one last thing, After this call ends, there will be a request for rating my service. Please press a number from one to five to rate your satisfaction.

utterance: Alright, will do.

utterance: Great, well sir, thanks for your time today, and I hope to speak with you soon.

utterance: Bye.