utterance: Hello, thanks for calling Rivertown Insurance, this is Emily. How can I help you today?

utterance: Hi Em - Chris put that down! I'm sorry, can you hold on for a moment?

utterance: Of course!

utterance: Hello?

utterance: Yes, I'm here.

utterance: Sorry about that, my son almost dumped all the sphaghetti on the floor. .

utterance: No worries My daughter has almost ruined dinner before also. .

utterance: Okay, I feel a little better. So what I was originally calling about was my bill from last month.

utterance: Okay, sure I would be happy to help. What's going on?

utterance: Well, I attempted to pay it, but I'm not sure if it went through? It just kept spinning after I clicked submit, and I never got one of those confirmation emails. So is there a way you can check that for me?

utterance: Of course, I can definitely look into that.

utterance: Great, thank you so much!

utterance: I'll just need a few pieces of information from you so I can verify your identity. Is that alright?

utterance: #Ah, okay sure thing.

utterance: Great, first what is your full name?

utterance: Joan Clane.

utterance: Okay! And what is your date of birth?

utterance: February thirteenth nineteen eighty nine.

utterance: Gotcha! And can you confirm your phone number for me?

utterance: Two eight five four two one one one three four.

utterance: Okay! And do you know your customer number miss Clane?

utterance: #Um, what would that be? I don't think I have one of those.

utterance: #Um it's a number that you would have had assigned to you once you signed up for the auto insurance. You would normally see it on the mail you get from us, or in your profile on your account.

utterance: #Ah okay. Well I have no clue what that number would be - I - I'm not near a computer or anything to look it up. Do we need that for you to check my bill?

utterance: Well, I would need that to verify your identity. But we do have another way to check your identity using your social security number and your security question. Would you like to try that instead?

utterance: #Uh, yes. I guess that might work better. I don't really remember what my security question was but we can give it a try.

utterance: Okay! So let's start with your social security number. Can you confirm that for me?

utterance: Three three four seven eight two five zero one.

utterance: Thank you! And give me just a moment so I can look up the security question for your account.

utterance: Sure.

utterance: Okay, so the security question for you is what is the name of your first pet?

utterance: Oh Jorge?

utterance: Great, we have your identity verified now.

utterance: I had forgot all about Jorge. I'm glad that I remembered that.

utterance: Yep, sometimes I forget the security questions that I've set up too.

utterance: Give me just a moment to look up your bill. #Uh, this is the bill for last month, December correct?

utterance: Yes it is.

utterance: Okay, it looks like the payment did not go through.

utterance: Ah no. So should I go online and try to do it again?

utterance: #Uh, well if you'd like we can do it right over the phone.

utterance: That would be great! I'm starting to think there might be something wrong with my internet.

utterance: #Ah yeah, I wouldn't want you to have trouble getting it to go through again. Would you like to pay with a card or a bank account?

utterance: #Um, I usually pay with my bank card.

utterance: Okay, we can do that! Do you have it nearby? I just need a few pieces of information.

utterance: #Uh, it's in my purse in the living room. Can you hold on for a moment?

utterance: Of course.

utterance: Hello?

utterance: Hi, yes I'm here.

utterance: I'm so sorry for taking so long. Chris thought it was playtime once I came out of the office. .

utterance: No worries, I understand.

utterance: So what information do you need? The card number?

utterance: Yes, we can start with the sixteen digit card number please.

utterance: Okay, it's five six one zero three three zero eight nine six three one five five six two.

utterance: Thank you! And what's the expiration date?

utterance: June, two thousand and twenty four.

utterance: Okay! And lastly what is your three digit code on the back of the card?

utterance: Five four zero.

utterance: Thank you! And just to confirm we are paying the bill for December for two hundred and three dollars and fifty four cents. Is that okay with you?

utterance: Yes, it is.

utterance: Okay! I have put the payment through miss Clane.

utterance: Awesome, thank you so much Emily! So is there a way I can set it up for this to be paid automatically each month? I seem to always forget to pay it.

utterance: Actually yes, we do have the option to set up recurring billing. Would you like to set that up?

utterance: #Um, how long would it take? I probably should check on dinner.

utterance: Understood! #Uh, it would only take a couple of minutes. You can also call back later if you'd like and we can set it up then.

utterance: #Um, c - can you hold on for just a moment? I'm just going to make sure my pot didn't boil over really quickly.

utterance: Sure thing!

utterance: Okay, I'm back. I - I brought Chris with me this time, he wouldn't take no for answer. Sorry if you hear him in the background.

utterance: No worries. .

utterance: I would like to set up the recurring billing if you still have time. I'm sorry for all the interruptions.

utterance: It's totally fine miss Clane. I am more than happy to help. Would you like to set up the automatic billing with the card you provided me with earlier?

utterance: #Uh honestly, it probably would be better with another card. #Uh no, you know what, j - just use the one I already gave you. I don't want to take up more time.

utterance: Are you sure? We can use another card if you would like!

utterance: No, it's fine.

utterance: Okay!

utterance: So with the automatic billing, it would come out every month?

utterance: Yes ma'am. The payment will come out automatically every month, or you can have it as a yearly recurring payment. You would pay for the full year and then automatically be billed again for the next year when the payment dates comes.

utterance: #Ah Okay. So if I wanted to cancel the automatic billing, I can just call?

utterance: Yes, you can call, or you can also go online under Billing and cancel the recurring payments.

utterance: Okay, sounds good. Would I also be able to change my payment card?

utterance: Yes. You can do that under Billing also.

utterance: Okay.

utterance: So would you like to do the monthly or the yearly automatic billing?

utterance: #Um let's just do the monthly for now.

utterance: Sure thing.

utterance: So the automatic billing will start next month right?

utterance: Yes, that is correct.

utterance: Gotcha.

utterance: Okay, so I do have you set up for monthly automatic billing starting on your next payment date which is January fourth.

utterance: Great! Thank you so much.

utterance: You are very welcome! Is there anything else I can do for you today miss Clane?

utterance: Nope, you have already made my life much easier today .

utterance: Aw, glad to hear it. You take care, and I hope you have a great rest of your day.

utterance: Thank you and you too!

utterance: Thank you, bye!

utterance: Bye!


speaker_role: Agent

utterance: Good afternoon and welcome to Rivertown Insura-.

speaker_role: Customer

utterance: Yeah hi hello, I've been waiting for twenty minutes and all I wanted was my stupid policy number.

utterance: Okay sir, we appreciate your patience.

utterance: Yeah right right, I just want to get on with my day. Can you help me or not?

utterance: I- I sure can sir, you were just after your policy number?

utterance: #Um yes! If I didn't make that clear enough to you the first time.

utterance: #Uh not a problem sir, I understand the frustration and I will make sure to get this as quick as possible.

utterance: Great!

utterance: First I will need to verify your identification before I go any further, could I please get your last name?

utterance: Yep okay my last name is Smith.

utterance: Great okay what is your first name Mister Smith?

utterance: Gregory.

utterance: Thank you Mister Smith, I will just now have to ask you for the answer to your security question.

utterance: #Uh, you've got to be kidding! My wife set this up for me years ago, I don't even know what it would be.

utterance: No problem sir, we can verify your identification another way.

utterance: No no no, just ask me the question and I'll see if I can read my wife's brain .

utterance: No worries sir , what was the number of the first house you lived in with your wife?

utterance: #Um oh god I think it was thirty three?

utterance: I'm sorry sir, thats not the answer we have listed.

utterance: Damn, okay well how long will this other verification take?

utterance: #Oh not too long at all sir, the only things you will need are your account number, mobile phone number and email address.

utterance: Okay could you please give me a minute to find them all? I think I have them written down on a piece of paper somewhere in my office.

utterance: No problem sir, take your time.

utterance: Hi, are you there?

utterance: Yes sir.

utterance: Okay great, I have them all here ready.

utterance: Perfect, well to begin with I need your mobile phone number connected to your account.

utterance: #Hm I'm not sure if that would be my work mobile or personal mobile.

utterance: #Ah I see sir, it would be the mobile number that you receive texts about billing updates to.

utterance: Okay okay let me just check my text messages.

utterance: Okay so it's my personal mobile number, which is six six five.

utterance: Six six five.

utterance: Four four two.

utterance: Four four two.

utterance: Three nine nine one.

utterance: Three nine nine one, let me just check that back with you sir.

utterance: So that was six six five four three two three nine nine one?

utterance: #Ah no, did you mishear me? It was six six five, four four two, three nine nine one.

utterance: Sorry sir, thank for for that. That is a match to our file.

utterance: Great great, sorry for the frustration it's just been a long day.

utterance: No problem sir I understand when things can get the better of us .

utterance: Yeah crazy times we live in hey.

utterance: So sir moving on could I please get your email address, this will be the email where the invoices are sent to.

utterance: #Ah yeah, I know this one off the top of my head .

utterance: It's gregory dot smith sixty three zero six at hotmail dot com.

utterance: Fantastic.

utterance: I will also need your date of birth.

utterance: Yep that is the first of June nineteen sixty three.

utterance: Perfect! Finally I just need the account number linked to your policy, this is usually at the top of your invoice.

utterance: #Uh yep, I think it's zero five four six.

utterance: Zero five four six.

utterance: Seven nine zero eight.

utterance: Zero eight.

utterance: Perfect thats everything we need, I'm sorry that took some time sir, as you can understand we like to ensure our clients safety is paramount.

utterance: No no, I totally understand, sorry for my frustration earlier on. My wife has just been on my case about this and I just put it off way too long.

utterance: Like I said, I do really understand sir. Now lets get that policy number for you.

utterance: Yes that would be great, thank you.

utterance: What policy was this for?

utterance: It would be for my wife's life insurance policy, I think it's the Universal Life Insurance plan.

utterance: #Ah yes, I can see that's for Regina Smith.

utterance: Yep that would be it.

utterance: No problemiss have you got a pen to write it down sir?

utterance: #Ah no, give me one second.

utterance: No problem.

utterance: Okay good to go.

utterance: Okay so that number is one two four three.

utterance: One two four three.

utterance: Seven eight three six.

utterance: Seven eight three six, fantastic.

utterance: Perfect sir and I apologise for taking up so much time in your day.

utterance: No thats so fine.

utterance: Now that you're here would you like me to change that security question as well to make access to your account easier next time?

utterance: No no, that's alright I'll just ask my wife before next time.

utterance: Okay sir, well is there anything else I can help you with?

utterance: No thats all thank you.

utterance: Well have a good day sir and thank you again for choosing Rivertown Insurance.

utterance: Thank you for your help, bye.

utterance: Bye bye.


utterance: Thank you for calling Capstone. This is Amy how can I help you?

utterance: Hi Amy. This is Mel and I am calling to sign up for pet insurance.

utterance: Perfect! Have you ever spoken with someone at Capstone before?

utterance: Yes.

utterance: Ok and Mel what is your last name?

utterance: Johnston

utterance: Ok J-o-h-n-s-t-o-n?

utterance: Mhm.

utterance: And Mel can you just verify your phone number for me?

utterance: Seven six three two one eight nine one three nine

utterance: Thank you let me just get everything all pulled up.

utterance: Ok.

utterance: And what kind of pet insurance are you looking for?

utterance: Well I just adopted a new puppy and am looking to get her set up for some coverage.

utterance: #Ah congratulations on your new puppy.

utterance: Thank you.

utterance: So we have a plan that will cover all annual visits including all annual shots. This plan also covers major surgeries at a twenty percent copay. This will also cover #emergency care with a fifty dollar copay.

utterance: Ok. Is there anything it does not cover?

utterance: Yes so this will not cover any optional testing. Only medically necessary testing.

utterance: Ok. How much does something like this cost?

utterance: Well that all depends on a few things. Let me get some information on your new puppy.

utterance: #Um alright.

utterance: What is the breed of your puppy?

utterance: American Eskimo.

utterance: Aww American Eskimo's are so cute.

utterance: Male or female?

utterance: Male.

utterance: What is his name?

utterance: And when was he born?

utterance: Chester is his name and he was born eight weeks ago.

utterance: Do you have a specific date?

utterance: #Um give me a minute let me check his papers.

utterance: Ok take your time.

utterance: He was born on July ninth

utterance: Thank you. Let me get that all put in.

utterance: #Um ok. #Uh do you need anything else before I put his file away?

utterance: No that should do it.

utterance: Ok.

utterance: So this plan for Chester would be fifty one dollars and fourty two cents a month and it would also come with three months of free puppy training at your local shelter. Along with this plan you will also get a yearly check up as well as all medically necessary vaccinations.

utterance: Ok and when would this plan go into place.

utterance: This plan would start on the first day of next month. So October first twenty twenty one.

utterance: I can't get it to start any sooner?

utterance: Unfortuantly not. All plans start the first day of the next month.

utterance: Ok I guess that is fine.

utterance: Perfect.

utterance: So what is my next step?

utterance: From here I am going to email you paperwork while we are on the phone and I will have you look them over and esign them.

utterance: #Uh I have never used esign before. Can I do it on my phone?

utterance: Of course. I will have you put your phone on speaker and I can walk you through it.

utterance: Ok.

utterance: What is the email I can send this to?

utterance: Mel dot Johnston one nine five four at gmail dot com.

utterance: Ok I am sending this over now.

utterance: #Um ok I will let you know when I get it.

utterance: Sounds good.

utterance: I received it. Let me put my phone on speaker.

utterance: Ok. When you are ready let me know.

utterance: I am ready.

utterance: Please scroll through the document and on the very last page there will be a button you click to sign and date.

utterance: Ok I see it.

utterance: What do I do after I sign and date it?

utterance: You can.

utterance: Wait do I hit finish in the top corner?

utterance: Yes. This will send it back to me.

utterance: Once I have it back I will look it over.

utterance: Ok I just hit finish.

utterance: Perfect. Everything looks good on my end.

utterance: Good. What else do I need to do?

utterance: So I am going to submit this to the carrier. Once it is submitted you will get a confirmation in the mail. If you have any questions on anything please give us a call. As we are now your agent of record.

utterance: What is your phone number?

utterance: One eight hundred five zero five one six three zero.

utterance: #Um how long does it take to get everything in the mail?

utterance: It usually takes about a week processing time and then about a week to get that information, so you should have everything you need within two weeks.

utterance: Ok.

utterance: Mel do you have any other questions for me on your new pet insurance?

utterance: I don't think so, but I can call if I have any questions?

utterance: Yes of course you can.

utterance: What was your name again?

utterance: My name is Amy and you can speak with any of our agents here. We all work together as a team.

utterance: Good to know. #Um if I have any issues do I call you or the carrier of insurance.

utterance: Great question Mel. Since we are your agent of recored we do all the dirty work. So you can call us for anything and we will take care of it.

utterance: Ok.

utterance: Anything other questions?

utterance: No I don't think so.

utterance: Well thank you so much for calling in Mel and congratulations on adopting Chester I am so happy for you.

utterance: Thank you.

utterance: I will get everything submitted on my end and please let me know if you have any other questions in the mean time.

utterance: Ok.

utterance: Have a great day Mel and you to Chester.

utterance: Thank you. You as well.


utterance: Hello, is this a person?

utterance: Yes it is!

utterance: Oh good.

utterance: I hope I didn't sound like a robot. Did I?

utterance: Oh no, you just never know anymore.

utterance: Well how can I help you?

utterance: I just want to know what my account balance is.

utterance: I can absolutely do that for you.

utterance: Great!

utterance: Can I have your first name please?

utterance: Tina.

utterance: Last name?

utterance: Johnson.

utterance: Thank you very much. You are a current policy holder, correct?

utterance: Yes. Otherwise, I don't know why I would be checking my balance.

utterance: #laughter of course, my apologies.

utterance: No problem.

utterance: May I ask your date of birth?

utterance: September third.

utterance: Of what year?

utterance: Seventy-six.

utterance: Excellent.

utterance: Yes, it was a good year.

utterance: #laughter do you know your customer number?

utterance: Where would I have that?

utterance: If you have a bill or an email from us, it should be towards the top.

utterance: Give me a minute.

utterance: Take your time.

utterance: Okay, I think it's this.

utterance: Go ahead when you're ready.

utterance: One nine two eight seven four eight five.

utterance: Excellent, thank you miss Johnson.

utterance: You're welcome.

utterance: So you wanted to know if you're carrying a balance currently?

utterance: Yes please.

utterance: As of right now, you have a balance of three hundred and twelve dollars.

utterance: When is that due?

utterance: It is due on the thirteenth.

utterance: Can I go ahead and pay it?

utterance: Yes of course!

utterance: Okay great.

utterance: How would you like to pay today?

utterance: Do you have anything on file for me?

utterance: I have a credit card and a bank account. Which would you prefer?

utterance: Let's just use the card.

utterance: Perfect. I have a Visa ending in nine nine nine three.

utterance: That sounds like the right one.

utterance: I just need you to verify the expiration date and security code for me.

utterance: Okay, I'll need to go grab it. Hold on.

utterance: No rush at all.

utterance: Okay, what did you need?

utterance: Expiration date.

utterance: Two of twenty four.

utterance: And the security code?

utterance: One one seven.

utterance: Thank you very much.

utterance: All set?

utterance: You do want me to pay the entire amount in this transaction, correct?

utterance: Yes please, pay it all.

utterance: Okay, I'm processing a transaction for three hundred and twelve dollars.

utterance: Thanks.

utterance: That will reflect on your account within two four hours.

utterance: Cool, thank you very much.

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

utterance: Nope, that's it.

utterance: Thank you for your patronage! Have a great day.


utterance: Rivertown Insurance, how can I help you?

utterance: Hello?

utterance: Yes, can you hear me?

utterance: Hello? Who am I speaking with?

utterance: This is Julie with Rivertown Insurance- is everything alright?

utterance: Julie?

utterance: Yes ma'am, can you hear me okay?

utterance: I'm sorry, it's hectic here.

utterance: That's okay, what's going on?

utterance: I was in an accident. I'm kind of scattered right now.

utterance: Oh my gosh, I'm so sorry to hear! Are you okay?

utterance: Yes, I think so. Just shaken up.

utterance: No one is injured?

utterance: Not that I know of.

utterance: Have you already called the police?

utterance: Yes, they're on their way.

utterance: Okay, good.

utterance: So I need to report the accident to you, correct?

utterance: Yes, I can go through that wiht you.

utterance: Okay, what do you need?

utterance: Let's start with your name.

utterance: Carie Wise.

utterance: Carie with a C?

utterance: Correct.

utterance: And what is your policy number?

utterance: I don't think I have that.

utterance: If you have access to your vehicle insurance card, it is listed there.

utterance: Okay, give me a moment.

utterance: Of course.

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

utterance: Perfect, thank you.

utterance: Do you need any other registration information?

utterance: No, but I do need your birth date.

utterance: March third.

utterance: And the year?

utterance: Seventy four.

utterance: Thank you very much. Do you have a moment to walk me through what happened?

utterance: Sure, no one is here yet.

utterance: Okay, so how did the accident occur?

utterance: I was just driving on the interstate, and this guy just swerved into my lane and side swiped me.

utterance: You remained in your lane the entire time?

utterance: Until he forced me into the emergency lane, yes.

utterance: Did you make contact with anything else besides the other vehicle?

utterance: Yes, with the concrete baricade.

utterance: Okay, so both sides of your car sustained damage?

utterance: Yes.

utterance: Have you swapped insurance information witht he other driver yet?

utterance: No, not yet. I was going to wait for the police.

utterance: That driver is still on scene?

utterance: Yes he is.

utterance: Okay. Then once you have the full report you can give us a call back, and we can start the claim process then.

utterance: So you don't need anything else right now?

utterance: Not at the moment! Just take a breathe and try to relax for a few moments while you await the police.

utterance: Okay, I'll do my best. Thank you for the help.

utterance: No trouble. Don't worry, we'll get all of this taken care of!

utterance: Thanks, have a good day.

utterance: You as well. Goodbye.


utterance: Thank you for calling Rivertown Insurance, this is Joe speaking.

utterance: Hi Joe, I need to pay my bill.

utterance: I can take care of that for you!

utterance: Well that's awfully nice of you. I appreciate you paying my bill!

utterance: #laughter maybe I shold choose my words more carefully.

utterance: So you aren't going to pay my bill?

utterance: No, but I can assist you in paying your bill. How's that sound?

utterance: I suppose I'll take it. #laughter.

utterance: Alright, what kind of policy do you hold with us?

utterance: Auto.

utterance: May I have your full name as listed on the policy?

utterance: Joshua Wellington.

utterance: Thank you Joshua.

utterance: You're welcome Joe.

utterance: May I have your date of birth?

utterance: January third.

utterance: Birth year?

utterance: Seventy-six.

utterance: Just a moment please.

utterance: No rush at all.

utterance: Alright, we're in!

utterance: Excellent.

utterance: Are we just paying the current month?

utterance: Is there another option?

utterance: You could also pay off the rest of the premium.

utterance: Come on Joe, I'm not swimming in money over here.

utterance: #laughter.

utterance: Yes, just the current month please.

utterance: Alright, we can do that. Do you happen to have the bill reference number on hand?

utterance: I don't. Do I need that?

utterance: I would prefer it, so records match.

utterance: okay, I can find it if you have a minute.

utterance: Sure thing. If it's too much trouble, we can move forward without it.

utterance: Okay, let's just move forward. I don't know where it is exactly.

utterance: Do you know the due date off hand?

utterance: That I do, it's August thirteenth.

utterance: Perfect. Two hundred and twelve dollars, correct.

utterance: That sounds right.

utterance: Okay, did you want to pay with a credit card or bank account?

utterance: Can you use the card I've used before?

utterance: I unfornately don't have that stored, so we'll have to enter it again.

utterance: Alright, I have it when you're ready.

utterance: Okay, is it a Visa or Mastercard?

utterance: Visa.

utterance: I'm ready for the card number.

utterance: Two nine three eight four seven five six three nine four eight five seven four six.

utterance: What were the last four again?

utterance: Five seven four six.

utterance: Got it. Expiration date?

utterance: November of twenty twenty-eight.

utterance: Security code?

utterance: One three five.

utterance: Perfect! Last thing I need isthe billing zip code.

utterance: Three three seven one four.

utterance: That'll do it.

utterance: When should that process?

utterance: Your card will be charged immediately, but your account may not reflect the paid status for two to three business days.

utterance: Today is the due date, I won't be charged a late fee will I?

utterance: Certainly not. Internall, yor payment will be reflected as made today.

utterance: Sounds good.

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

utterance: I don't think so, that's all I needed!

utterance: Well, happy I could help you! Thank you for choosing Rivertown, and I hope you enjoy the rest of your day.

utterance: Thanks, take care.


utterance: Hello Joan, I'm calling today for life insurance.

utterance: I can help you out with that!

utterance: Splendid.

utterance: Now we won't be able to get you enrolled today, but I will gather some information from you so an agent can contact you with rate information.

utterance: That sounds fine.

utterance: Are you looking for term life insurance?

utterance: I'm not sure what that means.

utterance: Well we have three different policy types, with different pricing and termiss.

utterance: Could you explain them to me?

utterance: I'll do you one better. We'll provide you with all of the rates and conditions for our different policy options once we have your information.

utterance: Okay, that sounds good.

utterance: I'll just need to gather some pertinent information from you.

utterance: Yes of course.

utterance: What is your full name?

utterance: Thomas Austin.

utterance: Thank you mister Austin.

utterance: Cetainly, Joan.

utterance: What state do you live in?

utterance: Florida.

utterance: Enjoying the sunshine down there?

utterance: Some days. Most days it's a bit hot #laughter.

utterance: At least your avoiding all the snow mess.

utterance: That is true.

utterance: What is your date of birth?

utterance: March eleventh.

utterance: Birth year?

utterance: Nineteen twenty seven.

utterance: Male?

utterance: Last I checked.

utterance: #laughter.

utterance: #laughter.

utterance: Do you smoke?

utterance: No I do not.

utterance: Use any tobacco products?

utterance: Not since my baseball days.

utterance: How far back was that.

utterance: I played some college ball in the forties.

utterance: But nothing since then?

utterance: Not at all.

utterance: We'll consider that a no then!

utterance: Sounds good to me.

utterance: What's your height?

utterance: Six foot nothing.

utterance: And your weight?

utterance: Two hundred pounds or so.

utterance: Are you generally healthy? Diagnosed with any illness?

utterance: Healthy as a horse!

utterance: I'm glad to hear it.

utterance: As am I.

utterance: How much coverage are you looking for?

utterance: I'm not really sure. Could you give me a few different options?

utterance: Absolutely.

utterance: Thank you.

utterance: Last thing! Would you like us to call you or email?

utterance: Oh, call please. I don't do email.

utterance: Not a problem!

utterance: I appreciate it.

utterance: We will have an agent reach out to you tomorrow, will that work?

utterance: That sounds good to me!

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

utterance: I think that's all I needed today. Thank you Joan.

utterance: You're very welcome. Thank you mister Austin. Enjoy the rest of your day!


utterance: Thank you for calling Rivertown Insurance, how can I help you?

utterance: Hi there, I need to make a change to my policy.

utterance: I'd be happy to help you. May I have you first and last name?

utterance: Sure, it's Pam Redding.

utterance: Thank you miss Redding. What kind of changes are you needing to make today?

utterance: I just moved, so I need to change my address.

utterance: Exciting! Did you move far?

utterance: Oh no, just a few minutes away.

utterance: How's the new home so far?

utterance: It's a work in progress, but it's pretty great. We have a great view now.

utterance: Glad to hear it! Are you still in the same zip code?

utterance: Yes I am.

utterance: Perfect, then you won't have any policy changes affect you based on zoning.

utterance: Sounds like good news.

utterance: Indeed! Could you verify your date of birth for me?

utterance: March first.

utterance: And your birth year?

utterance: Eighty one.

utterance: Excellent, thank you for that.

utterance: No problem! Can I give you the new address?

utterance: Just a moment please while I access the rest of your account.

utterance: Okay, no rush.

utterance: Your old address is fourteen twelve crow street, right?

utterance: Yes it was.

utterance: Okay, I'm ready for your new address now.

utterance: One seven three five Seacrest lane.

utterance: That was one seven three five?

utterance: Yes.

utterance: Can you spell the street for me?

utterance: S E A C R E S T.

utterance: Like Ryan?

utterance: #laughter yes.

utterance: And that's the same zip code?

utterance: Yes it is.

utterance: Three three one seven one?

utterance: Correct.

utterance: And when did you move?

utterance: Just last week.

utterance: What was the date?

utterance: The second.

utterance: Okay, gotcha.

utterance: This won't cause a premium change, will it?

utterance: Your auto policy premium will not change, since you are in the same area.

utterance: Excellent.

utterance: I've updated your account, so we're all set. Is there anything else I can assist with?

utterance: There's nothing else I need to do now, right?

utterance: Not regarding your address change. I'm going to send you a confirmation email now, so if you see anything listed incorrectly please give us a call back.

utterance: Okay, I will.

utterance: You will also receive new policy documents in the mail in seven to ten business days.

utterance: I will be on the lookout, thank you!

utterance: You're welcome. Are you sure there's nothing else I can assist with today?

utterance: I'm sure, thank you very much for the help.

utterance: You're welcome! Thank you for choosing Rivertown Insurance.


utterance: Good morning! Thank you for calling Rivertown Insurance. How may I help?

utterance: Hi there. I need my policy number.

utterance: I can help you with that! Are you the primary polocy holder?

utterance: Yes I am.

utterance: And what is your full name?

utterance: Steven Lowe.

utterance: Could you spell your last name for me?

utterance: Sure. L-O-W-E.

utterance: Excellent. Any relation to Rob?

utterance: #laughter no, unfortunately. My genes aren't quite that good.

utterance: #laughter well same boat here, so don't be too hard on yourself! Could you also please provide your date of birth?

utterance: It's June second.

utterance: And what is your birthyear?

utterance: Eighty-two.

utterance: Perfect, thank you for that. Just one moment while I access your account.

utterance: No problem.

utterance: Okay, now all you were looking for today is the policy number?

utterance: I need help with something else too, but yes I need the number.

utterance: Your policy number is eight two nine three seven four six five.

utterance: Those last three- that was four six five?

utterance: Correct.

utterance: Cool, thank you.

utterance: Just so you know, you can also access this number by logging into your policy online.

utterance: I actually tried, that's my second request for you.

utterance: What happened?

utterance: Some issue with my security question. I couldn't login.

utterance: Oh no! I'm sure we can get that fixed up for you.

utterance: Yeah, I don't even remember setting one of those. The question didn't even ring a bell.

utterance: That was likely chosen at your first login, so it's easy to forget!

utterance: It was something crazy like my favorite pet. I don't have any pets!

utterance: That's a little strange. The wrong question must've accidentally been chosen.

utterance: I guess so.

utterance: No worries, we'll take care of it.

utterance: Can I pick my own question?

utterance: We have to stay within certain categories. Did you have something in mind?

utterance: Not really. Just something easy.

utterance: Would your mother's maiden name work?

utterance: I suppose I shouldn't forget that #laughter.

utterance: Before I can make any changes, I need to verify one more piece of information.

utterance: Oh okay.

utterance: Do you have access to your customer number?

utterance: maybe. Would it be on my policy statement?

utterance: It would be.

utterance: Then yes, hold on.

utterance: Take your time.

utterance: Oh my god. My policy number is right here too. Now I feel dumb.

utterance: #laughter I wasn't going to point that out to you.

utterance: Well, I'm sorry for wasting your time.

utterance: Nonsense! We still need to change the securoity question, right?

utterance: Oh, yes! Okay, not a total loss.

utterance: There we go.

utterance: So what did you need? Policy number?

utterance: Yes.

utterance: Nine two seven three five eight three.

utterance: Excellent. So we're going with mother's maiden name?

utterance: Yeah, that'll work.

utterance: And what is it?

utterance: Sorenson.

utterance: Could you spell that for me?

utterance: S-O-R-E-N-S-O-N.

utterance: Got it. That's all set now.

utterance: Easy enough!

utterance: What else can I help you with today Steven?

utterance: I think that'll do it.

utterance: Well I appreciate your time, and thank you for choosing Rivertown!

utterance: Thanks, have a good day.

utterance: You as well!


utterance: Hello, thank you for calling Rivertown Insurance. May I ask who I am speaking with?

utterance: Hello, this is Tom Wilkins.

utterance: Thank you mister Wilkins. How are you today?

utterance: I'm doing well, how are you?

utterance: Very good, thank you for asking! Are you calling regarding an existing policy?

utterance: Yes I am.

utterance: Do you have your customer number available?

utterance: yes, Just a second.

utterance: Of course, take your time.

utterance: Okay, are you ready?

utterance: Yes, what is it?

utterance: Seven two six four eight five nine six.

utterance: Perfect. And would you mind verifying your date of birth for me?

utterance: Sure, it's June eleventh, nineteen eighty-three.

utterance: Thank you very much, Tom. How can I help you today?

utterance: Well, I actually need to cancel my policy.

utterance: I'm sorry to hear that! Has something changed?

utterance: I was just quoted a much better rate, so I can't say no to saving money.

utterance: I completely understand. Before you jump ship, have you spoken with anyone here about lowering your premium?

utterance: I did, I already asked but I was told I have the lowest rate possible. So I suppose it is what it is.

utterance: Well, I apologize we weren't able to offer a lower rate, but I am happy to help you close out your account with us.

utterance: Thanks, I appreciate that.

utterance: Your policy is paid through the fifteenth of next month, so you will be covered until then.

utterance: Will I have to do anything at that point?

utterance: No, your policy will not renew automatically. Just keep that date in mind to ensure you do not have a gap in coverage.

utterance: Okay, sounds good!

utterance: We will also be sending some documentation your way, confirming the end of your coverage. Can you please verify your mailing address?

utterance: It's one four three six five South Seaside Avenue.

utterance: Thank you, you should receive that within a week.

utterance: Sounds good.

utterance: If you don't mind my asking, was cost the only factor in your decision to switch providers?

utterance: It really was. Just trying to shave off costs these days.

utterance: There was nothing in the level of service you received that contributed to your decision?

utterance: The opposite, actually.

utterance: What do you mean?

utterance: I was hesitant to switch, because you all have been so friendly.

utterance: I appreciate that.

utterance: I hope the next guys are similiar!

utterance: #laughter Well I hope they treat you well, but I also selfishly hope to see you back with us.

utterance: We'll see how it goes! I might just be back after this policy term.

utterance: Is there anything else I do while I have you today?

utterance: Actually, yes. I have a friend who is looking into pet insurance- do you all offer that?

utterance: We do!

utterance: Awesome. I'll make sure to give him the referall.

utterance: If you have his contact information, we can send him some information to review.

utterance: That would be great, actually.

utterance: Do you know the email address?

utterance: yeah, just give me a second and I'll find it.

utterance: No rush.

utterance: It's here somewhere, sorry.

utterance: No apology necessary.

utterance: Okay! It's steveisthemainevent at gmail dot com.

utterance: Steve sounds pretty humble #laughter.

utterance: #laughter he is actually a cool guy, I'm not sure what the inspiration was for that.

utterance: We'd be happy to insure his pets regardless.

utterance: Cool. Did you need anything else?

utterance: Nope, that'll do it! Just let him know I'm sending that over so he doesn't overlook it. He should have it shortly after we disconnect.

utterance: Thanks for that!

utterance: You're very welcome. Was there anything else I can do for you today?

utterance: No, you've been a huge help. Thank you very much.

utterance: That's what we're here for! Have a great day, and thank you for your time with Rivertown.

utterance: Thanks, bye now.


utterance: Hi!

utterance: How are you doing today?

utterance: Not too bad, how about you?

utterance: Pretty good myself! How can I help you today?

utterance: I just need to pay a bill.

utterance: Great! Is this for your own account or someone else's?

utterance: It's my account.

utterance: Perfect. I'll just need your full name to start.

utterance: Joe Swanson.

utterance: Spelled like the character from Family Guy?

utterance: Indeed.

utterance: #laughter that's great. Sorry, I'm sure you're heard that a few times.

utterance: Oh, no sweat. I'm pretty used to it.

utterance: Okay, and your date of birth?

utterance: June eighth.

utterance: Of what year?

utterance: Eighty-nine.

utterance: Eighty-nine?

utterance: Yes.

utterance: Excellent. Do you happen to have your customer number on hand?

utterance: where would I find that?

utterance: Do you have your bill handy?

utterance: I can pull it up.

utterance: It will be located near the top in the account information section.

utterance: Just a second.

utterance: Take your time.

utterance: Okay, I think it's this.

utterance: Whenever you're ready.

utterance: One nine eight three seven five six four. Does that seem right?

utterance: Certainly, I have you pulled up mister Swanson.

utterance: Cool, so can I pay you with a credit card?

utterance: Of course! Do you have the number?

utterance: Yes, let me know when you're ready.

utterance: All set.

utterance: Actually, I always pay with the same card. Is that on file?

utterance: Is it the card ending in four zero three one?

utterance: That's the one.

utterance: I just need you to verify the expiration date and security code for me.

utterance: It expires January of next year.

utterance: Good deal. And the code?

utterance: One one three.

utterance: Thank you.

utterance: You're welcome! Anything else you need from me?

utterance: Just a moment and I'll confirm all the details with you.

utterance: Okay.

utterance: So we are scheduling payment for the most recent bill, correct?

utterance: Yes, I believe the due date is Monday.

utterance: That's the one.

utterance: Cool.

utterance: The total amount is one hundred and eight dollars and thirty three cents.

utterance: Sounds right.

utterance: Great. This will process within the next twenty four hours. You will receive a confirmation email.

utterance: Perfect, thank you very much!

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

utterance: No, I think that will do it!

utterance: Well thank you very much for choosing Rivertown- have a great day!

utterance: Bye now.


utterance: Thank you for calling Rivertown Insurance, Pam here.

utterance: Hi Pam, how are you today?

utterance: I'm great! Thank you for asking! How are you doing?

utterance: Very good!

utterance: I'm glad to hear it. How can I help you today?

utterance: I wanted to look into getting pet insurance. You guys offer that, right?

utterance: We do! Do you have any other policies with us?

utterance: Yes, I have a homeowner's policy.

utterance: Great, I can pull up you account and we can go from there.

utterance: Alright, what do you need?

utterance: Let's start with your full name.

utterance: Mary Wilson.

utterance: Thank you Mary.

utterance: I have my customer number too, if that helps.

utterance: Sure, I'll take that!

utterance: It's two nine eight seven three eight four seven.

utterance: That last number was seven?

utterance: Yes, seven.

utterance: Got it!

utterance: So how does pet insurance work?

utterance: Let me just get you birth date real quick, then we can get into it.

utterance: Okay, it's December nineteenth.

utterance: And the year?

utterance: Eighty-nine.

utterance: Excellent, thanks Mary. So you're looking to add a pet policy, correct?

utterance: Well I mainly just wanted some more information today.

utterance: Okay, I can help you with that!

utterance: First, how does it even work? Is it like health insurance?

utterance: Essentially, yes. In the even your pet sustains an injury or requires veterinary care, the pet policy will reduce your payment to a co-pay in covered events.

utterance: Okay, makes sense. Are all health-related appointments covered?

utterance: All medically necessary visits are.

utterance: What about check up visits?

utterance: There is a comprehensive list of covered appointments I can send over to you, but as a rule of thumb, regularly scheduled appointments will be covered.

utterance: Okay, I'd love to have that. Can you send it to my email?

utterance: No problem at all.

utterance: Is there any sort of discount for adding a pet policy since I already have another policy?

utterance: Yes, actually. You will be eligible for a bundling discount which would effect both policies.

utterance: I like that!

utterance: I'm actually not seeing an email on your account. Could you share your email address with me?

utterance: That's strange, sure. It's my first and last name at gmail dot com.

utterance: So that's just Mary Wilson at gmail?

utterance: Correct.

utterance: Perfect, all set.

utterance: Is there any way to get a quote also?

utterance: Absolutely! Tell me about the pet you want to insure.

utterance: He is a two year old Great Dane.

utterance: Oh my, that's a lot of puppy.

utterance: He definitely is.

utterance: How much does he weight?

utterance: Ninety-five pounds.

utterance: Does he have any existing health concerns?

utterance: None at all.

utterance: Alright! I'll send along a qoute with that policy information to your email.

utterance: Sounds great! Is there anything else you need from me?

utterance: That'll do it! Is there anything else I can help you with today?

utterance: Nope, that's all I needed. Thanks a lot for the help!

utterance: You're very welcome! Thank you for choosing Rivertown.


utterance: Hi, this is Rivertown Insurance. My name is Brian, who do I have the pleasure of speaking with?

utterance: Hi, this is, my name is Sara.

utterance: Before we get started, can I confirm your full name and date of birth please?

utterance: Sure, it's Sara Smith and my date of birth is July thirteenth, nineteen ninety-five.

utterance: Great thanks.

utterance: No problem.

utterance: Alrighty then Sara. What can I help you with today.

utterance: Okay, well I. Hang on, I. Sorry hold on. Someone is at the door, could you hang on a second?

utterance: Of course.

utterance: Okay sorry about that. I wanted to speak with someone who could help me cancel my current plan.

utterance: I can absolutely assist you with that.

utterance: Great.

utterance: Before you go, would you mind telling me why you're wanting to cancel?

utterance: Yeah, I guess there's a few reasons.

utterance: I'm all ears, I'd love to hear how we can improve.

utterance: Well to be completely honest, the customer service isn't great. I think you're the first real person I've talked to who hasn't just passed me off to another department.

utterance: I'm so sorry to hear that. So youve had some trouble with communication on our end?

utterance: Yeah bot not only that. I just feel like, well, I guess it's just kind of overpriced for what you get.

utterance: I'm sorry to hear that. How do you mean?

utterance: Well to be totally honest here, I've been a customer for the past one five years and never had a single accident. But a few months ago, I got into a hit and run.

utterance: Oh no!

utterance: Yeah, it was awful.

utterance: I bet.

utterance: The guy hits me at a red light, I get out of the car thinking he'll or I guess I don't even know if it was a man. Anyway, I thought they were going to get out to talk to me, but they just drove off.

utterance: Wow unbelievable!

utterance: I know!

utterance: What happened on our end then? Was this the bad experience or?

utterance: Well I I filed my claim. Everything was ok other than getting #the runaround a few times. But it was taken care of.

utterance: I see.

utterance: But the real problem was, my rate went up. Like so much. Like a ton. I was so upset. one five almost one six years of good driving and my and my rate just skyrockets!

utterance: Yes, I'm looking at your file here. It does look like it, I can see why you're unhappy.

utterance: But when I tried to call to speak to someone, like talk to someone who is not an automated machine, I get put on hold for a good hour every time.

utterance: Yes.

utterance: So that's why. I'm just tired of it and I've already, I already have another insurance company all lined up.

utterance: Well I definitley get your frustration, but can I help you now? I can see about lowering your rate back down.

utterance: I would have really loved to have this conversation earlier.

utterance: I agree.

utterance: I've already gone through the trouble of all of this though.

utterance: So there's no changing your mind?

utterance: I just know next time something, next time I get into any sort of accident I just know I just know I'll be in the same boat with you guys.

utterance: I can offer you your old rate? I mean the rate before it went up.

utterance: No thanks, I just would like to cancel.

utterance: Are you sure? Can you give me a minute to talk to my supervisor?

utterance: I'd really like to, well, okay.

utterance: Thank you, I'll be right back.

utterance: Ok.

utterance: Thanks so much for holding Sara.

utterance: Of course.

utterance: Well I wanted to, start off my saying that we at Rivertown Insurance are terribly sorry for your experience.

utterance: Thank you. I know it's not your fault and you're just I don't mean to be frustrated with you at all.

utterance: Thanks, I appreciate that.

utterance: Okay, what else did he say?

utterance: I was able to we can offer you a little more than the rate you started with us. We can give you an a five percent discount monthly.

utterance: I do appreciate you going out of your way to check for me. But I think I'll still cancel.

utterance: I understand completely. Thanks for giving us a chance. Can I confirm the confirmation with your email address?

utterance: Yes it's SaraSmith at hotmail, oh actually that's my personal email. Let's do Ssmithcustomerservice at gmail dot com.

utterance: Okay and it's now cancelled.

utterance: Great.

utterance: Of course.

utterance: Will I get a confirmation email?

utterance: You will, It should be actually let me, okay it's now sent.

utterance: Can you also send one to my house please?

utterance: Absolutely, has the address on file changed at all?

utterance: No.

utterance: Okay well it looks like we're all done here.

utterance: Yes, I think that's all.

utterance: I'd like to extend our most sincere apologies once again. You have a nice day, Miss Smith.

utterance: Thank you. You have a good one.

utterance: Bye.

utterance: Thanks, bye.


utterance: Thank you for calling Iron Mills insurance. How can I help you?

utterance: #Um I am looking to cancel my policy with you.

utterance: Ok may I ask who is calling?

utterance: William Schmidt.

utterance: William W-i-l-l-i-a-m Schmidt S-c-h-m-i-d-t?

utterance: Yup

utterance: William can I have you verify your date of birth?

utterance: June twenty third ninteen fourty four.

utterance: And your home address?

utterance: One four three Millberry Road Anoka Minnesota five five three six nine.

utterance: Thank you so much.

utterance: Yup

utterance: And William which plan are you looking to cancel?

utterance: I am looking to cancel my auto insurance policy.

utterance: Do you happen to have that policy number?

utterance: six four two nine one seven three three.

utterance: Thank you.

utterance: Why are you looking to cancel your policy?

utterance: I have found a cheaper plan.

utterance: Ok and is there anything I can do to keep you on this insurance policy?

utterance: Can you find me a cheaper plan?

utterance: I am just paying way to much right now.

utterance: Let me take a look.

utterance: So currently you have a hundred thousand dollar liability policy and the deductible on that is five hundred dollars. This plan is costing you four hundred and thirty five dollars and twenty nine cents for six months.

utterance: We have a few different options that we could offer to lower your rates. Would you like to talk about them?

utterance: Sure.

utterance: The first option would be to up your deductible to one thousand dollars. That would bring your policy down twenty dollars a month. Or we could install a device to track your driving habits for six months and that would lower your monthly rate as well.

utterance: Absolutly not! I am not having you track my driving. That is how the government is tracking people. I can't believe you support them.

utterance: Sir this is not submitted information only us as your insurance carrier look at this.

utterance: I want to cancel my plan. I don't want to work with you. Can I just do this online?

utterance: You can go to our website and cancel online.

utterance: Is that hard?

utterance: Not necessarily. When you go onto our website you sign into your account.

utterance: I don't have an account.

utterance: No problem. Then you would have to create an account on our website.

utterance: I don't want to waste all that time.

utterance: Then we can do this all over the phone it wont take to long.

utterance: #Um alright.

utterance: Ok I will get this processed for you.

utterance: Fine.

utterance: If you cancel your policy with us today you will be reimbursed for your six month pre payment of an amount of three hundred and twenty nine dollars. This will be reimbursed to your account through Wells Fargo.

utterance: Ok.

utterance: Just want to verify that account number is five five three six two nine one five six six one five two eight eight six.

utterance: Correct.

utterance: This policy will be cancelled as of today July thirteenth at eleven fifty nine pm.

utterance: Ok.

utterance: I am going to email you paperwork that explains everything we talked about today. Can you verify your email address for me?

utterance: #Um yeah it is Will dot cat lover at yahoo dot com.

utterance: Ok. I am about to email that off. Let me know when you get that.

utterance: Ok.

utterance: Got it.

utterance: Is there anything I need to do with it?

utterance: Currently no, but we would like that you read it over and if you have any questions please give us a call.

utterance: Ok, so my policy is cancelled?

utterance: Correct your policy is cancelled starting at eleven fifty nine tonight, so you do have it for the rest of today.

utterance: Ok. When will I have my money back?

utterance: This does take five to seven business days to show up in your account. If you don't receive it within that time frame please give us a call.

utterance: What was your name, so I can ask for you?

utterance: My name is John.

utterance: Thank you for all your help John.

utterance: You are Welcome William. Is there anything else I can help you with today?

utterance: No there is not.

utterance: Well thank you for calling Iron Mills insurance have a great rest of your day.

utterance: You too.


utterance: Hi, this is Rivertown Insurance. My name is Suzanne, who do I have the pleasure of speaking with?

utterance: Hi Suzanne. My name is Bill. How are you doing today?

utterance: I'm wonderful thanks for asking. How are you?

utterance: Doing alrightt over here. Just trying to take care of some stuff over here.

utterance: Oh I hear you. After my shift I have a whole list of errands and things to do.

utterance: Yes absolutely.

utterance: Yes. Okay, so what can I do for you Bill?

utterance: Yes alright, okay well, I need to update my payment preference.

utterance: Okay that's something we can take care of.

utterance: Great.

utterance: I'll need to confirm some things from you first Bill, can I get your full name?

utterance: William Jones.

utterance: Okay, and what is your date of birth?

utterance: August first, nineteen seventy-two.

utterance: Thanks so much, Bill. One more thing. Can you tell me, can you please confirm a couple of security questions?

utterance: Of course. These things always trip me up. .

utterance: Okay, what is your mother's maiden name.

utterance: Jones. Oh sorry, I missheard you. It's Smith.

utterance: Okay great and one more. What was the name of your high school?

utterance: Oh why did I choose this one? Okay, so I attended two different high schools so it'll either be Bell Flower High School or Riverside High School.

utterance: Awesome, okay now that we're done with that I can take your new payment information.

utterance: Okay it's a new card.

utterance: Are we deleting the old payment method?

utterance: Yes. Actually my card info was stolen so that's what resulted in me needing to get my payment information updated.

utterance: Oh I'm so sorry to hear about that. Actually the same thing happened to me not too long ago.

utterance: Yeahl it's a crazy world we're living in. I'm not even sure how it happened.

utterance: For mine a few months ago, I randomly saw someone my bank called me and basically they flagged a five hundred dollar charge out of state. Someone got a fancy dinner on me that night.

utterance: Oh no!

utterance: Yeah it was awful. Such a headache. Looks like we're in the same boat. .

utterance: I really don't understand how stuff like this happens. Such an such a nightmare to have to take care of.

utterance: I hear you on that.

utterance: Definitely.

utterance: Okay, so can I get your new form of payment?

utterance: Okay it's a Visa.

utterance: Ready when you are.

utterance: It's one three two one, four seven six two, three three three one, nine zero one two.

utterance: Great, and what's the expiration on the card?

utterance: January first.

utterance: And the security code on the back of that card?

utterance: One, one, one.

utterance: Alrighty, so it looks like we have that all changed and taken care of now.

utterance: Great thanks.

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

utterance: No, nope I think that's all thanks.

utterance: Okay Bill well it was my pleasure working with you today. I hope you have a better day.

utterance: Thanks Suzanne, you were so helpful.

utterance: My pleasure. Would you mind taking a short survey emailed to you when our phone conversation is complete?

utterance: Absolutely. I mean no, I don't mind.

utterance: Wonderful, that'll be emailed to you shortly. Have a good day!

utterance: Thanks you too, bye.

utterance: Buh-bye.


utterance: Hi, this is Bob with Rivertown Insurance. Before we get started, can I have your full name please?

utterance: Ok, yeah sure. #Um It's Jane Taylor.

utterance: Great thanks! What's your policy number?

utterance: It's hang on, my phone screen just turned off. It's one two three two one four.

utterance: Sorry was it one two three two one four? Or one three two two one four?

utterance: One two, oh no hang on. Sorry. It's one two three two one four.

utterance: Great, and what can I do for you today Jane?

utterance: I'd like to try to Sorry, hang on. #Um I was trying to change my package, if that's possible?

utterance: Absolutely, are you looking to upgrade today?

utterance: Yes. Well I guess. I'm not quite sure.

utterance: Upgrade the plan for higher coverage or upgrade to add another pet?

utterance: I bring home my new puppy in a few weeks and just want to make sure he's on the plan to cover any future emergencies.

utterance: Of course, give me just a minute while I find our multi pet policies. How adorable! What kind of dog?

utterance: He's a German Shepherd! We are so excited. He's just the sweetest thing but I know we will have our hands full for sure.

utterance: Oh really? My family used to have those. I mean breed them. My parents used to breed them. They were the sweetest dogs. You'll love him!

utterance: My brother actually got one a few years ago and I love his dog so much I decided it was time to add one to my own little family here.

utterance: Right, yeah I understand completely. Ok I'm seeing that your policy is actually outdated and we don't currently offer an upgrade on it so you'll have to switch policies completly. Is that ok?

utterance: Oh no, seriously? I didn't want to have to change everything. Can you tell me what, how... When did this change?

utterance: Well it looks like at the beginning of this year we changed the basic plan to include more things but for a different price anually?

utterance: Yeah, I really just had the bare bones package in case there was ever an emergency. I'm not quite sure I even want it any more if it's that much of an that big of a price difference. Especially since now I or in a few weeks I'll have two dogs.

utterance: Well it's really not that big of a price difference, only one hundred and fifty dollars a year more for one pet and two hundred dollars a year more for two.

utterance: I guess that's not too bad.

utterance: It's really not considering what we've upgraded. This new policy is so much more, so much more beneficial I think.

utterance: Would you mind telling me what my old policy covered?

utterance: Absolutely. Your old package let's see. Your old policy covered Looks like it only covered emergency surguries above three thousand dollars, and any medications related to non genetic diseases.

utterance: Oh wow, I didn't know it was quite that unhelpful with everyday situations.

utterance: Yeah we've made some big improvements.

utterance: Right. Okay. Well

utterance: Would you like to know what our new--.

utterance: Does either new plan cover puppy vaccinations or a neuter?

utterance: Actually yes. Our premium plan does cover all puppy vaccinations, a spay or neuter, and a yearly vet visit.

utterance: Wow I guess that's quite the jump up from my current or plan I used to have.

utterance: It really is.

utterance: Ok, yeah. Let's go ahead and upgrade it then.

utterance: Alrighty, let me go ahead and get that started for you.

utterance: Great thanks. #Uh So we are doing the more expensive policy right? That's the one that will cover both dogs and cover puppy shots and a neuter?

utterance: Uh-huh, exactly. That's what you wanted right?

utterance: Right, right yeah.

utterance: Okay, I'll update that info right away. Give me one sec.

utterance: Yep.

utterance: Okay before I go ahead and upadate your account, can you please tell me, can you confirm a couple of security questions?

utterance: [Laughter] Here is where it gets tricky!

utterance: [Laughter] It sure is. What is the name of your first pet?

utterance: Oh, Mittens!

utterance: Okay Miss Taylor. It looks like we are all updated now.

utterance: Great, when will I recieve the statement?

utterance: It should take around like seven to ten business days.

utterance: Do I need to do anything else?

utterance: Oh yes, I almost forgot. You'll recieve your new insurance card in the mail at the same time as your statment.

utterance: Will I be able to use it right away for a new puppy checkup?

utterance: Absolutely. The initial checkup will count towards his once a year visit.

utterance: Awesome, I guess that's everything then. Thanks for your help, Bob was it?

utterance: Yes. If you feel that I did infact that I helped you in a satisfactory way, would you be able to rate my service in the email confirmation you'll recieve soon?

utterance: Of course. Thanks so much Bob, you have a good one. It was nice talking to you.

utterance: You too, have a nice day!


utterance: This is Melissa. How can I help you?

utterance: Hi, I need to get insurance.

utterance: Okay I can help you with that. What type of insurance are you looking for?

utterance: Oh yeah sorry. I need car insurance.

utterance: Okay sure. Let me get my system up here what state and city do you live in?

utterance: I live in Atlantic, Arizona.

utterance: Okay good. Let's see Atlantic Arizona that's over by Siesta isn't it?

utterance: Yeah it's about an hour away. You know Siesta?

utterance: I have family out that way. I've never been to Atlantic, though.

utterance: Cool. Small world.

utterance: It sure is. Okay I have two agents that can help you in Atlantic. I have Jon Ham or Kevin Benning.

utterance: Either one is fine, I don't really care who helps me you know, anybody I just want insurance. .

utterance: Okay, yeah that's fine, here Ill give your information to both and whoever calls you first, okay?

utterance: Yeah, sure.

utterance: Allright, now let me get some information from you. Can I have your first and last name?

utterance: Lonnie Shoemaker, spelled like shoe, but said like show.

utterance: Oh, so it's s.h.o.e.m.a.k.e.r.

utterance: Correct.

utterance: Thanks, mister Shoemaker. May I have your email address and phone number?

utterance: it's my email is londog at email dot com. Spelled l.o.n.g.d.o.g.

utterance: #Uh-huh, and you said at email dot com?

utterance: Yes. My phone number is one three five four two one six seven three three.

utterance: Got it. Just a minute my computer is being slow.

utterance: Okay. Oh, how long should it take to hear back from somebody?

utterance: #Um, typically they will get to you by lunch, but definitely by the end of the day.

utterance: Great.

utterance: Let me ask, how do you prefer to be contacted? Email or phone?

utterance: #Um, email in case I can't answer wait, maybe phone.

utterance: So phone?

utterance: Well, yeah phone. I have to take my wife to see her sister this afternoon so I didn't know if I would be able to answer. Talk talk talk.

utterance: I understand.

utterance: But I'll just have to be certain to hear the phone ring.

utterance: Yes sir. Now just a few more questions so they can better help you. What type of car insurance are you looking for?

utterance: Jeez, I think basic you know well

utterance: Well we do offer basic auto and then we also offer preferred and complete packages.

utterance: I haven't bought insurance in a long time. I don't know the difference.

utterance: #mhm No problem. The agent will help you to understand the differences when he calls, so I'll leave that part blank.

utterance: Well, okay I guess.

utterance: Okay, now let me verify the information you've given me, this computer today is being so slow!

utterance: Take your time.

utterance: Thanks, sorry now you said your number is one three five four two six seven three three.

utterance: Wait, you missed a number. It's one three five four two one six seven three three.

utterance: Oh, sorry. Yes, I had it right but said it wrong. Your email is londog at email dot com.

utterance: Right.

utterance: Great. And you prefer to be contacted through phonecall, right?

utterance: Got it. As long as I hear it ring over all the chatter. .

utterance: I'll make a note that if you don't answer to email you, allright?

utterance: Sure. Cover all the bases, right?

utterance: #mhm That's right! Okay, I have you all set. You will get called today. Can I help you with anything else?

utterance: No, I think you've done everything I need for now. Thanks.

utterance: Definitely. Call back if you need anything else, and thanks for calling Rivertown Insurance. Have a great day!

utterance: Thank you. Have a great day. Bye bye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance, my name is Tina, how may I help you today?

utterance: I can't get into my account I know I kept putting in the right password but now it says I'm locked out.

utterance: I'm sorry this happened sir. I can help you reset your password.

utterance: This is ridiculous. I know I had the right one.

utterance: I'm sorry. May I have your name and date of birth?

utterance: #Uh Sam Green, three thirteen seventy eight.

utterance: Thank you, mister Green. Do you know your customer number?

utterance: #Uh, no I I don't know what it is.

utterance: That's no problem, we can do this another way. just a minute.

utterance: #Uh okay.

utterance: Let me just okay mister Green. Can you tell me your Social Security Number?

utterance: Yeah, five six one three three seven two nine five.

utterance: Okay, thanks, and now may I have your contact number?

utterance: #Uh-huh, nine five four three six three nine three one two.

utterance: Thank you mister Green. Last question, what is your mother's maiden name?

utterance: It's Hammond.

utterance: Great. Thank you very much, now let's get started here.

utterance: #Uh-huh.

utterance: Okay, I I unlocked your account, now I'll help you reset your password.

utterance: Okay.

utterance: There are two emails associated with this account. Which one do you want me to send the reset link to?

utterance: Oh, send it to my email it's one three green at email dot com.

utterance: Yes sir. one three green at email dot com. I am sending the reset link to your email right now.

utterance: So that's it?

utterance: Yes. You can click the link provided to reset your password.

utterance: #Uh #whew I am so glad I don't have to do this over the phone.

utterance: Yes sir, some believe it is more secure that way. Is there anything else I can help you with?

utterance: Tell you what can you stay on the phone while I do this?

utterance: Oh sure, mister Green.

utterance: In case it gives me a hard time.

utterance: #Mhm I understand. Did you receive the email?

utterance: Yeah. I clicked the link it's loading.

utterance: Good. Let me know how I can help.

utterance: #Uh-huh. You doing okay?

utterance: #Huh? Sorry, yes, I'm having a good day.

utterance: That's good. I was.

utterance: I was going to ask otherwise

utterance: Yeah, it's still a good day.

utterance: #Mhm. yeah.

utterance: So, this is pretty easy, just follow the directions?

utterance: Yes sir. It should be straightforward.

utterance: Oh, just type the old password. I yeah, I knew I had the right one.

utterance: Oh no.

utterance: #Uh, okay so I I think I've got it.

utterance: You got it?

utterance: #Um, yeah.

utterance: Good.

utterance: #Um so I yeah, I have a new password.

utterance: Good, mister Green. It should direct you to log in again.

utterance: Let's see yes.

utterance: It worked?

utterance: Yeah. So yeah, I got into my account.

utterance: Well great. Do you need help with anything else, mister Green?

utterance: #Uh, I think I can handle it from here.

utterance: Allright. Thanks so much for calling today.

utterance: Yeah, thank you. Have a good day.

utterance: You too, mister Green. Bye bye.

utterance: Bye.


utterance: Good afternoon, this is Greg. May I help you?

utterance: Hi, I we just had a baby and I want to add her to our policy, can I do that or do I have to wait until she's older?

utterance: Oh, congratulations! #Um I believe we should be able to add her to your policy.

utterance: Great.

utterance: Let me get everything pulled up you want life insurance

utterance: Yeah.

utterance: Yes, I was opening to the right program. Do you know your account number?

utterance: I do, I just have to get my invoice.

utterance: No problem, sir, take your time.

utterance: Okay my account number is three five two seven nine six three four.

utterance: Thank you. Okay, yes mister Chives.

utterance: That's me.

utterance: Okay, thanks. Is this your first child?

utterance: Yeah. First one.

utterance: Tons of fun, get ready. Can you verify your full name and date of birth?

utterance: Sure. Donald Edward Chives, birthday January seven, nineteen eighty seven.

utterance: Thank you sir. Okay let's see what we can do here. We'll be adding a dependent.

utterance: Yes.

utterance: #Um, okay mister Chives when was your baby born?

utterance: Last month. April tenth.

utterance: Wow, she's still brand new, #huh?

utterance: Yeah, she came late, though. Four days past her due date. .

utterance: Why wouldn't she? It's warm inside. .

utterance: Right?

utterance: Alright, mister Chives. I need your daughter's first and last name, please.

utterance: Okay, Jacklyn Chives.

utterance: Is that spelled j.a.c.k.l.y.n?

utterance: Correct.

utterance: Great. Do you know her weight?

utterance: Yeah, hang on.

utterance: Sure.

utterance: Babe, she weighs nine pounds, right? Yeah. She's nine pounds.

utterance: Nine even?

utterance: Yeah.

utterance: Wow, she's a big girl. What was her birth weight?

utterance: Oh, she was eight pounds ten ounces.

utterance: Wow. Your wife must be glad that's over.

utterance: You're not kidding. She was big as a I called her the Giant Pumpkin.

utterance: Oh my, just don't say it now, you'll be in trouble.

utterance: Don't I know it. .

utterance: Alright, mister Chives. Now does Jacklyn have any health issues that you know of?

utterance: No, she came out healthy as a horse.

utterance: Good. I've got her added let me see here.

utterance: Alright.

utterance: So Miss Jacklyn is on your policy, do you have a specific type of insurance you want for her?

utterance: I don't know exactly

utterance: No problem, let me tell you about the different coverages and then you can decide which would be best.

utterance: Okay, sure.

utterance: Let's see, so just like for adults, we have Term Life which is for ten years, and runs about three hundred yearly.

utterance: What do I do then?

utterance: You could get another term policy, or you could upgrade to another, your choice. But the premuim will be slightly higher at that next policy term because your daughter is a bit older.

utterance: I see.

utterance: #Um next is Whole Life, here you have permanent insurance with level, consistent premium and death benefits. It runs, eighteen hundred annually.

utterance: Eighteen, wow, that's definitely more.

utterance: Yes, but for permanent coverage. She gets to keep the coverage as an adult as long as premiums are paid.

utterance: Oh, okay.

utterance: Okay, the last plan we offer is Universal Life, it blends the permanent coverage with the ability for flexible payments and benefits. It costs twelve hundred a year.

utterance: Wow, Would we pay just like we are now?

utterance: You will be getting your bill in a few weeks. I will add this to your payment plan, and it will just cost a little more monthly.

utterance: Okay, so okay so give her the permanent life.

utterance: Whole Life?

utterance: Yeah.

utterance: Do you want the same coverage as you, or you can do twenty thousand. That would be about half of what yours is.

utterance: #Um, yeah, I think that's good. Do that.

utterance: Okay, got it. Like I said, you will begin to see the increase on next month's bill.

utterance: Okay.

utterance: Now, do you know that we have a website where you can access your policies twenty four seven?

utterance: #Um no, what is it?

utterance: Okay, our website is Rivertown insurance dot com and from there you will see the login information. Just follow the prompts and you can access your account.

utterance: Okay, thanks.

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

utterance: #Um, well so now my baby is on my policy with full coverage.

utterance: Yes sir.

utterance: She's covered I think that's all I need. Oh, how long until I get proof of her coverage?

utterance: Oh, sorry, you will be getting a copy of this policy in the mail for you to keep with your records. #Um you can also see a copy and print it out on our website.

utterance: Oh, okay.

utterance: Can I help with anything else?

utterance: No, I think I'm done. Thanks for your help.

utterance: No problem, mister Chives. Thanks for using Rivertown Insurance. Have a great day, and enjoy that bundle of joy.

utterance: Yes, you too, and I will. Bye now.

utterance: Bye, mister Chives.


utterance: This is Jackie, how can I help you?

utterance: Hello, my name is Kerry Silver. I need some help. You see I can't remember if I made a payment or what my balance is we have been so busy this month and.

intents: CheckAccountBalance CheckPaymentStatus

utterance: #mhm.

utterance: I just can't seem to find my any receipts or anything these days.

utterance: I see, it's no problem miss Silver.

utterance: My dog got hurt and then my sister brought my nephew over sick, which got everyone in the house sick and.

utterance: Oh my.

utterance: That was bad enough but then we had a wedding to prepare for while all the kids were sick and anyway #whew.

utterance: Oh dear, well let's see what we can do here let me see Silver how do you spell your first name?

utterance: With a k. It's k.e.r.r.y.

utterance: Allright. Yes I see. Can you verify your date of birth and social security number?

utterance: I was born June tenth ninety one and my social is nine seven six two three zero three seven four.

utterance: Okay, got it. Now to answer your security question, who is your favorite person?

utterance: Oh my favorite person is Johnny Ching. He was so good in that movie with the dog.

utterance: He is pretty great! Now I'm waiting on your account to load

utterance: Okay.

utterance: Yes, here we go. Your current balance okay, so yeah there is an unpaid balance on your automobile.

utterance: I knew it. How about the rental?

utterance: The renters insurance is up to date for the moment. It looks like it was prepaid through the first of next month.

utterance: Good. Maybe I'll remember I do have auto coverage still though?

utterance: Oh yes. There is a grace period of thirty days and you are coming in just shy of that.

utterance: #Whew! Good.

utterance: So we can get that paid today and keep you going, okay?

utterance: Okay.

utterance: Now, you have a card on file from a previous payment let's see here card ending in three five seven two.

utterance: Oh hang on I forgot I have to get my wallet.

utterance: Oh, sure take your time.

utterance: I don't have my cards memorized and I don't think my brain can you know.

utterance: Yes I do.

utterance: Okay, what card did you say?

utterance: #Uh, it was card ending in three five seven two.

utterance: Yep, that's the one.

utterance: Okay. Please verify the expiration date and the security code.

utterance: #Uh, expiration is ten twenty four and security code is five eight five.

utterance: Allright, do you want to pay just the past due amount, or would you like to pay the total amount which includes this month's payment?

utterance: I guess, well how much you know what, let's just pay the total amount so I don't have to worry anymore for a while.

utterance: Okay, sure. So the total amount that you will pay today will be one hundred fifty seven dollars and forty five cents.

utterance: Oh, I better write this down. #Um will you email me a receipt?

utterance: Oh, sure. I can give you your confirmation number right now as well.

utterance: Yeah, that will be good, go ahead, I have a pen now.

utterance: Okay, your confirmation number is eight seven nine.

utterance: - huh.

utterance: two six three.

utterance: -huh.

utterance: seven two four one.

utterance: Four one. Got it.

utterance: Okay now the email I have here on file is mssilvershine at email dot com.

utterance: Yes, that is the one.

utterance: Allright. So your payment confirmation is being sent right now. You should receive it soon.

utterance: Okay.

utterance: Oh if you want I can I can go ahead and set up recurring payments for you.

utterance: Recurring

utterance: I mean, only if you want to.

utterance: #Um you know let's not right now. I prefer making the payments myself.

utterance: No problem, I understand. Let me double check your account now, make sure you're all set.

utterance: Thanks.

utterance: #Um yeah, looks like everything is good. Is there anything else I can do for you today miss Silver?

utterance: Well, no I think I'm good.

utterance: Allright. Thanks for using Rivertown Insurance. I hope your family feels better soon.

utterance: Oh yes thank you. Goodbye now.

utterance: Have a good day miss Silver bye.


utterance: Thank you for calling Rivertown Insurance, my name is Anna. How may I help you?

utterance: Hi, I'd like to report an accident.

utterance: Oh my, I'm sorry. First, is everybody okay?

utterance: #Uh yeah, we werent in the car when it got hit.

utterance: That's fortunate. Allright let's get your report started. May I have your name, sir?

utterance: My name is Hank Dichoffer. I'll go ahead and spell it d.i.c.h.o.f.f.e.r.

utterance: Thanks mister Dichoffer. Do you know your policy or customer number?

utterance: #Um, let me look on this bill. Which number is it?

utterance: You should see it in the upper right corner, inside the blue box.

utterance: #Uh-huh, there it is. Okay, you ready?

utterance: Go ahead.

utterance: Okay, one six eight five seven two four three nine nine.

utterance: Thank you mister Dichoffer. Can you verify your date of birth?

utterance: Yeah, January third sixty four.

utterance: Thanks. I'm so sorry you were in an accident, I'm pulling up our accident report page right now.

utterance: Okay.

utterance: mister Dichoffer, which vehicle on the policy was involved in the accident?

utterance: Man, it was my sixty three cherry red Viking Chariot.

utterance: Oh no, I know you're upset. Allright where did this happen?

utterance: #Uh, we were at seventy two Bookingham Lane in Pottsberg, Florida.

utterance: #Um okay now what time did the accident happen?

utterance: #Um at ten forty.

utterance: A.m. correct?

utterance: Oh, yes, sorry, a.m.

utterance: No worries. Can you explain to me what happened?

utterance: #Uh, well, we were at a yard sale. Some guy tried to squeeze in where his truck doesn't belong and took off my whole front fender, he busted my light, my window too.

utterance: Oh no. Where were you parked, in a parking space or driveway, or.

utterance: We were parked on the side of the street. They didn't have room for much parking.

utterance: Okay. Were the police called to the incident?

utterance: You'd better believe it. All that damage yeah I called them for sure.

utterance: Okay, good. I want to make a point of that for your report. Now, let me ask, were you able to get the name and insurance information of the other driver?

utterance: Yeah, His name, hang on.

utterance: Take your time.

utterance: His name is Bradley Diem.

utterance: Excuse me, would you spell his last name?

utterance: Yeah, d.i.e.m.

utterance: Thanks, and did you get his license number?

utterance: Yeah, driver's license, it's d. three five six four nine seven.

utterance: Thanks mister Dichoffer. What insurance company does he have, and can you give me the policy number?

utterance: He uses Capetown Insurance. His number is three seven two one eight oh nine two.

utterance: Allright. Now just a moment I am waiting on my computer. I'm going to have you give me a description on the damages to your vehicle.

utterance: Okay.

utterance: Here we are. You said now, well go ahead and describe the damages to your car.

utterance: Yeah, he took of my front fender.

utterance: Which side?

utterance: Oh, the driver's side.

utterance: Okay, sorry. Continue, please.

utterance: Yeah, so he tore off the driver's side front fender, he busted the headlight, and on the driver's side now.

utterance: Right.

utterance: And the driver's side window also got busted, I don't even know how that happened.

utterance: Wow, it's a good thing you weren't in there.

utterance: I know because I'd be covered in glass right now, man. Even the cop was surprised.

utterance: Oh boy, I can imagine. Okay, mister Dichoffer, I've got your report done here. If you have a pen handy I can gove you your confirmation number.

utterance: #Um sure, yeah.

utterance: Allright, your conformation number is three seven two four four one eight.

utterance: #Um three seven two four four one eight.

utterance: Right. If you have any questions regarding this report you'll use that number. You can call or use our website.

utterance: Okay, sonow what?

utterance: Well, if you want, mister Dichoffer, I can help you file a claim using all the information you just provided here on the report. #Um or you can file yourself online if you want.

utterance: Yeah, I do want to file a claim no reason why we can't do it now. But his company has to pay, right? Like, my premium shouldn't go up or.

utterance: The police report will help determine who is at fault, and since you were able to get his insurance information we should be able to file a claim. I can say that our company doesn't raise rates for not at fault accidents.

utterance: Good. You have everything already, right?

utterance: #Um yes, I think I do, let me just start entering all your information

utterance: Well, I'm just glad it wasn't worse. At least I can drive it again soon.

utterance: Yes sir. I'm still entering the details you provided to me, I am almost done.

utterance: What happens next?

utterance: Well, the claims adjuster will come look at your car. #Um after they do their report you should hear from the department about getting your car fixed. You can check the status of your claim on our website, you just follow the prompts and enter your claim number.

utterance: Okay, how long will all this take?

utterance: The whole process can take ten business days. #Um now you said the damage was to your fender, window and light on the driver's side?

utterance: The whole fender is off, not damaged. But, yeah.

utterance: Allright, mister Dichoffer. I have filed your claim, the the claim number if you're ready.

utterance: I'm ready.

utterance: Okay, it's seven four one three nine nine two eight three three.

utterance: Three three, so from now I just wait to hear from the adjuster?

utterance: Yes sir, they will call you to set up a time to look at your car.

utterance: #Uh, well I guess I just have to wait then.

utterance: Yes sir. Can I help you with anything else?

utterance: #Uh, no I guess not, I do thank you for helping me out.

utterance: Oh, certainly. I am sorry about your car. Try to have a good day, mister Dichoffer.

utterance: Thanks, and you too. Bye.

utterance: Bye Bye.


utterance: Rivertown Insurance, this is Jenny, how may I help you?

utterance: Hello Jenny, I'd like to get some insurance for a condo we just bought or we're buying now I was told we had to get insurance but I really don't know what type.

utterance: Okay, sure, I can help you figure out what you need. Have you ever had insurance with us before?

utterance: No, we just moved here from Indiana. The people we are buying the condo from actually got their insurance through you so we figured we'd keep you. .

utterance: Oh, great! Thanks. Okay since you haven't had insurance before I'll have to set up an account for you.

utterance: Okay sure.

utterance: Let me get everything set up I'll need your name and address to begin with.

utterance: Sure. My name is Millie Sift. Address.

utterance: Hang on, sorry, did you say sift spelled as s.i.f.t?

utterance: Yes s.i.f.t.

utterance: Okay, so sorry, please continue.

utterance: Okay my address is hang on I have to get the envelope okay three two six Holland White Court, Pine Cove, Alabama, seven five four two six.

utterance: Thanks. Now to verify, it's three two six Holland White Court, Pine Cove, Alabama, seven five four two six?

utterance: Yes.

utterance: I remember that place, actually. Congratulations. You are getting a very nice place. Right by the beach.

utterance: Thanks. We are so excited to live the salt life finally! No more snowbirding.

utterance: Yes! Okay, now I need your phone number.

utterance: It's seven five three two three four fifty forty.

utterance: Fifty forty. Great. Now what is your date of birth and social security number?

utterance: Wait, my social? Why do you need that?

utterance: It's for the application, we need to verify your identity. Your information will be completely safe.

utterance: Allright. Okay my birthday is June forth, nineteen forty nine. My social is four three two four six nine eight three five.

utterance: Thanks. You said your birthdate is June forth, nineteen forty nine and your social security number is four three oh two four six nine eight three five? I think I got that wrong.

utterance: Yes you did it is four three two four six nine eight three five.

utterance: Okay, so sorry. I've got it now. I'm hearing things today, I guess! .

utterance: No problem.

utterance: I'm going to set up a security question to keep your account safe.

utterance: Okay.

utterance: Do you want to use what is your first pet's name?

utterance: yeah that will do. His name was Punky.

utterance: Punky. So cute. Okay. Now what is your email address?

utterance: first on race day all one word at email dot com.

utterance: Got it. firstonraceday at email dot com Your account is all set up. You will receive an email shortly, and then you can access your account online through the link provided.

utterance: uh-huh Allright.

utterance: Now we will talk insurance. Do you know what level of insurance you want?

utterance: No, I want good coverage, you know storm, fire, all that but I don't want to pay a ton of money.

utterance: mhm, I got you. We have two main plans, the basic which is everything you need to get a loan from a bank, fire, storm damage, electrical and flood for around five hundred yearly.

utterance: Oh, that's not a bad price. What if we wanted to be able to rent while we went on vacation ourselves, is that included?

utterance: No, not in the basic package, but that is included in our preferred package.

utterance: Oh.

utterance: It also includes extra insurance for your condo's appliances, the AC, or if the septic gets messed up, and extra coverage on your roof and windows.

utterance: Oh, that sounds like it costs so much more.

utterance: Actually it's our greatest deal at about six hundred every year. We even offer to install a video doorbell if you pay the whole year upfront.

utterance: Yes, okay. What is the total upfront cost if I payed today?

utterance: Lets see. Give me a sec. Now if you if you go with the basic today's price is five hundred eighty nine dollars. The preferred let's see, the preferred total price will be six seventy nine.

utterance: Total price, no other fees, nothing?

utterance: No other costs. And we will install a video doorbell as a thank you.

utterance: yay Renter's insurance is included with the premium package?

utterance: Preferred package, yes. So you don't have to worry about the place ever again, because it is covered! What do you think?

utterance: I think I understand why the Kerns recommended your agency! Allright, let's get preferred today. Preferred, right?

utterance: Preferred covers the basics plus extras. Is that what you want?

utterance: Yes, I think it is. How can I purchase today, do I need to come to your office?

utterance: No, well you can if you wanted to, but we can use your card over the phone, or you can use the link in your email I sent you.

utterance: Well, let's just do this, then we can finish closing on the condo and move in.

utterance: Okay, oh, I know you're excited. Hang on let me get to the last page. Now I will be sending a copy of the policy in your email, you will have to sign it electronically and send it back.

utterance: Oh, okay, I'll do that. I assume instructions will be in the email?

utterance: Yes, it's very simple. Now, I'll need your credit card number.

utterance: Oh, hang on let me go get it.

utterance: Take your time.

utterance: Okay ready?

utterance: Yes go ahead.

utterance: Okay. Four five six two three four nine six seven seven one five three four nine eight.

utterance: Okay let me read that back. You said four five six two three four nine six seven seven one five three four nine eight?

utterance: Yes.

utterance: Now the expiration date please.

utterance: oh four twenty nine.

utterance: And the security code on the back?

utterance: It's seven one five.

utterance: Got it. one second. Okay now to verify we will be charging the full year's premium amount for the preferred package of six hundred and seventy nine dollars.

utterance: Whew, that's a lot. Yes.

utterance: Do you consent to this charge?

utterance: Yes.

utterance: I'm charging six hundred seventy nine dollars to your card with the last four digits of five three four nine eight, expiration oh four twenty nine, security code seven one five.

utterance: yes, right.

utterance: Okay, your payment has been processed and you will receive an email confirmation shortly. Your coverage will begin today, and you will see proof of this in your email.

utterance: Okay. I can also check this on the website, right?

utterance: Yes, in the email I am sending will be the link to your policy.

utterance: Wow, so now I'm insured? I can finish buying my condo?

utterance: Yes. You're now fully insured through Rivertown Insurance! Can I help you with anything else today?

utterance: No, but if I have any problems or questions I can call you?

utterance: Yes, definitely. You have my number and email from the one I sent you, and there is a toll free number on our website.

utterance: Well. Okay. I guess I'm good? Wait what about the doorbell?

utterance: Yes, sorry. You will receive an email about that as well. The contractor will contact you. It should be installed within seven business days.

utterance: Okay. Well, thanks for your help.

utterance: Oh, thank you for your business! If you have any other needs, please call us back! I hope you have a great day, and welcome to the neighborhood!

utterance: Thank you, bye bye.

utterance: Bye bye.


utterance: Rivertown Insurance, Charlie speaking. How can I help you?

utterance: Hi, Charlie, I'm calling because I I'm trying to renew my registration and they say I need paperwork from my insurance company before I can renew.

utterance: Oh, you need proof if insurance?

utterance: yeah.

utterance: Sure, I can help with that. What is your name sir?

utterance: Jim Pines.

utterance: Thanks mister Pines. Do you know your customer number with us?

utterance: I don't have it here with me.

utterance: Not a problem we can still get your proof of insurance. What is your phone number?

utterance: Nine four one three seven five ninety ninety.

utterance: You said that last four is nine oh nine oh?

utterance: yeah.

utterance: Good now can you tell me the last four of your social security number?

utterance: my social it's four three five six.

utterance: Okay. Last question what high school did you attend?

utterance: Oh yeah Barnes Township High.

utterance: Got it, thanks. Let me get you pulled up here just a second.

utterance: Yep.

utterance: Allright I have your policy pulled up. Now I can either mail proof to you, or send it in an email.

utterance: Well, which what is the difference?

utterance: Well if you choose to have me mail your proof of insurance to you it could take up to two business days to get to you.

utterance: #mhm.

utterance: If I email it to you, you can see your proof immediately.

utterance: That way how would I give it to the lady at the DMV? And you said the other way it takes two days. I got to get this today. Man, I can't wait two days and I got no printer.

utterance: Oh, don't worry about that sir, if you need to get to the DMV today, I suggest email.

utterance: Email? How will that help me? I can't just show my phone to the lady can I?

utterance: I hear you mister Pines. You can forward the email I will send you directly to the office. They can print it out for their records. I have actually done that myself.

utterance: Oh really well yeah then do it that way.

utterance: Okay mister Pines. I see is your email still pinelog at email dot com?

utterance: No, I have a new one. It's.

utterance: Oh Let me update this then. Tell me what email you want to use.

utterance: Okay it's tallpinesone two at email dot com.

utterance: Allright then let me spell that back to you to make sure I have it right, tallpinesone two spelled t.a.l.l.p.i.n.e.s. twelve at email dot com?

utterance: Yep.

utterance: Great. I will send that email right now.

utterance: Oh, thank you.

utterance: Sure thing. Do you want to go ahead and make sure you received it while I'm on the phone with you?

utterance: Sure hang on let me get to the computer

utterance: Yeah, I'll wait take your time.

utterance: I'm just waiting for my email to load up. Funny how when you need it to hurry it won't.

utterance: Oh trust me, I know what you mean.

utterance: It makes me nervous like I'm being put on the spot come on now.

utterance: It happens to us all. Are you having a good day otherwise?

utterance: Yeah, today's a good day. Any day up above is a good day.

utterance: Yes it sure is.

utterance: It is loaded I think. There's a picture, is that what I click?

utterance: Yes sir. Open that up and verify that it is your proof of insurance.

utterance: Yeah. Yes, it's all here.

utterance: Good now what you'll do is get the email for the office at your local DMV.

utterance: Where do I get that?

utterance: You'll call your local office and ask for the email. Then you just tap forward on the email you just opened.

utterance: #mhm.

utterance: And type the email for your local office. They will print it out and then you should be good to go.

utterance: Whew. This is all so much. My wife usually does all this.

utterance: No worries.

utterance: Okay so I'll call them and send this to them.

utterance: Right. Do you need help with anything else today mister Pines?

utterance: No, unless you want to renew my registration for me. .

utterance: Sorry, wish I could.

utterance: Well no, I think I have what I need.

utterance: Okay mister Pines. Well if you need anything else feel free to call back, okay?

utterance: Thank you, have a good day.

utterance: You too, bye bye mister Pines.

utterance: Bye bye.