utterance: Thanks for calling Rivertown Insurance. How may I help you today?

utterance: Yeah I have been shopping for car insurance and had saw an ad for you guys and thought I'd see if you could beat the other rates I've got.

utterance: Sure. I'd be glad to help you with an auto quote. Do you have any policies with us already?

utterance: No I don't.

utterance: That's not a problem. May I have your first and last name?

utterance: My first and last name? Is that what you said? I have poor reception here.

utterance: Yes. Your first and last name.

utterance: It's Sandra Saunders.

utterance: Thank you, Sandra.

utterance: You're welcome.

utterance: To get started with the quote I'll just need to collect some basic information about you and the vehicle you want to insure.

utterance: That's fine.

utterance: What is your date of birth?

utterance: It's November second nineteen seventy eight.

utterance: Great and can you tell me what state the vehicle will be used in?

utterance: Florida.

utterance: And what is the year, make, and model of the vehicle you're wanting to quote.

utterance: It's a two thousand eighteen

utterance: Mm-hmm.

utterance: Toyota Corolla.

utterance: How many miles are on the Corolla?

utterance: Hang on and let me go check.

utterance: Okay. Take your time.

utterance: It has forty six thousand three hundred and twenty two miles on.

utterance: Okay. That's pretty low mileage for a two thousand eighteen.

utterance: Yeah. I don't really drive around that much.

utterance: I understand. I hate traffic.

utterance: Yeah if I don't have to go anywhere I just stay at home.

utterance: I'm the same way. give me a second here to enter all this information and I will have you some numbers.

utterance: Okay.

utterance: So we have three options for you today

utterance: Okay.

utterance: We have the Basic Auto, the Preferred Auto, and the Complete Auto packages available to you.

utterance: What's the difference?

utterance: The Basic Auto has a one thousand dollar deductible for comprehensive and collision and does not cover emergency roadside or rental car reimbursement

utterance: Okay and the preferred?

utterance: It has a deductible of five hundred dollars for comp and collision and it has emergency roadside

utterance: Mm-hmm.

utterance: And the Complete has a two hundred fifty dollar deductible for comp and collision, emergency roadside and rental reimbursement.

utterance: What's the price difference between the middle and the higher one?

utterance: The Preferred plan is fifteen hundred per year and the complete plan is two thousand per year.

utterance: That's not too bad.

utterance: Not at all. How did we compare to the other rates you were looking at?

utterance: You guys are a little lower than most.

utterance: Great to hear! Would you like to take advantage of one of our plans today?

utterance: I would actually, but I don't have time at the moment can you have someone call me in a couple of hours?

utterance: I sure can. What's a good number to reach you at?

utterance: Eight five zero two three two four seven six two.

utterance: Okay so to confirm, I am going to have a licensed agent call you in two hours at the phone number ending in four seven six two.

utterance: Yes.

utterance: Perfect. Was there anything else I could for you today?

utterance: No that's it.

utterance: Great. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay the survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


speaker_role: Agent

utterance: Thank you for calling Rivertown Insurance. How may I help you today?

speaker_role: Customer

utterance: Yeah I need to update my address with you guys and pay my bill.

intents: ChangeAddress PayBill

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

utterance: Yeah it's Mary Flannigan.

utterance: Thank you, Mary. Can you spell that last name for me?

utterance: Yeah it's a mouthful. It's f. l. a. n. n. i. g. a. n.

utterance: Yeah I just wanted to make sure I had it right.

utterance: No worries.

utterance: Do you happen to have your customer ID handy?

utterance: yes actually. Let me get it. One second.

utterance: Take your time.

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

utterance: Thank you for that.

utterance: You're welcome.

utterance: For security purposes, can you tell me your date of birth?

utterance: It's October fourteenth nineteen ninety one.

utterance: Thank you for that. So we wanted to update the address and pay a bill, correct?

utterance: Yes.

utterance: What is the old address?

utterance: It's one one three two Forest drive Los Angeles California nine oh two one oh.

utterance: Great. That matches what we have here. What would you like to update it to?

utterance: My new one is three three four Pineview Road Flomaton Alabama three six six four one.

utterance: Wow. That's quite a move!

utterance: Yeah all the way across the country. It was a long trip.

utterance: I can't imagine.

utterance: And a culture shock.

utterance: So just to confirm I've got that address updated to three three four Pine view, two words, road Flomaton Alabama.

utterance: No it's actually one word, p. i.n. e. v. i. e. w.

utterance: Sorry about that.

utterance: No worries.

utterance: Okay. I've got that corrected for us. Now you said you wanted to pay a bill as well?

utterance: Yes, please.

utterance: What policy would you like to make a payment on today?

utterance: My auto insurance.

utterance: Okay. I'm showing a balance of three hundred sixty four dollars due tomorrow. Is that how much you'd like to pay?

utterance: Yes.

utterance: And how will you be paying today?

utterance: Credit card.

utterance: Okay. I'll just need that sixteen digit card number, security code, and expiration date.

utterance: Hang on let me get it out of my wallet.

utterance: No problem.

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

utterance: Mm-hmm.

utterance: Security code is three four five and expiration is twelve of twenty four.

utterance: Perfect. Thank you.

utterance: You're welcome.

utterance: So to confirm we are making a one time payment of three hundred sixty four dollars on the card ending in one two three four.

utterance: Yes.

utterance: Alright I've made that payment for you. Is your email still Mary underscore Flannigan at gmail dot com?

utterance: Yes.

utterance: I've gone ahead and sent the receipt to your email as well.

utterance: Great. Thank you.

utterance: No problem at all. Was there anything else I could do for you?

utterance: No, I think that's it.

utterance: Great. Enjoy the rest of your day.

utterance: You too.

utterance: Bye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes. I need to do something about lowering my premiumiss I recently lost my job and just can't afford the payments anymore. I don't want to change companies. I've been with you guys for years.

utterance: I'm sorry to hear you lost your job. Let's see what we can do.

utterance: Okay. Thank you.

utterance: May I have your first and last name?

utterance: It's Maria Sanchez.

utterance: Thank you, Maria. Do you happen to have your customer number?

utterance: I think so. Let me check my purse.

utterance: Okay. Take your time.

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

utterance: Perfect, and can you verify your date of birth please?

utterance: It's seven twenty six nineteen eighty nine.

utterance: Thank you, Maria. I have you pulled up here. Which policy were you looking at reducing the payment on? Life or Auto?

utterance: the auto policy. I don't want to change my life insurance.

utterance: Okay. It looks like you're on the Complete plan. Does that sound correct?

utterance: Yes it was the highest one.

utterance: Okay. We do have two options with lower payments how much lower did you need to go?

utterance: Well I don't want to lose too much coverage.

utterance: If you're looking to lower the price I would recommend just going one lower to the Preferred plan.

utterance: How much different is that one?

utterance: It lowers your premium by around sixty dollars per month or five hundred per year.

utterance: And what do I lose in coverage?

utterance: Well going from the Complete to the Preferred your comp and collision deductibles go up to seven hundred fifty from two hundred fifty.

utterance: Okay.

utterance: And you lose the emergency roadside assistance.

utterance: That's okay I haven't used that anyway.

utterance: Yeah unless you travel a lot, we find a lot of people remove that option.

utterance: I don't travel anywhere . Just to and from work.

utterance: I definitely understand that .

utterance: Is there any other plan that's lower?

utterance: Yes. We also have the Basic plan that's one hundred twenty less per month, but it's a significan't loss of coverage.

utterance: that's a lot less. What does it cover?

utterance: Your deductible goes up to one thousand and you no longer have rental car or emergency roadside.

utterance: Oh Okay. That's a big difference.

utterance: Yes. If you're not looking to lose that much coverage I would still recommend the Preferred.

utterance: As much as I hate to do it. I have to go with the first one I just can't afford the other.

utterance: The Basic? I completely understand.

utterance: Yes that one.

utterance: Okay to confirm you want to change your plan from the Complete to the Basic. Is that correct?

utterance: Yes.

utterance: Okay I will go ahead and change that for you.

utterance: Okay. When will I see that in my bill?

utterance: You should see a prorated payment change once it processes.

utterance: Okay. When will that be?

utterance: It usually only takes one to two business days.

utterance: Oh. Okay. Great.

utterance: We have grace kelly lover at hotmail dot com on file for you. Is that still correct?

utterance: Yes that's right.

utterance: Okay. I have made the requested changes and I have sent you an email confirmation.

utterance: Thank you.

utterance: No problem! Was there anything else I could do for you today?

utterance: No that's all!

utterance: Great. There will be a brief survey after the call if you don't mind filling that out about your service.

utterance: I will.

utterance: Perfect. Enjoy your day. Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Hey I currently have life and health insurance with you guys and I recently got a quote for auto insurance that I would like to go ahead and enroll in.

utterance: Perfect! I'm glad you're taking advantage of our auto policies as well.

utterance: Absolutely, you guys have been great.

utterance: I'm glad to hear that. Let's start with your first and last name.

utterance: It's Mary Smith.

utterance: Thanks for that, Mary. Do you know your customer ID?

utterance: Let's see if I can find that.

utterance: Take your time.

utterance: Would it be on like any of my other bills?

utterance: Yes it should be on any policy bill that you have from us.

utterance: Okay. Where at on the bill?

utterance: It should be in the upper left corner on the life bill and the health bill should have it in the bottom right corner.

utterance: Is it the eight digit number?

utterance: Yes.

utterance: There it is. Sorry that took so long.

utterance: It's okay.

utterance: Alright it's one two three four five six seven eight.

utterance: Great, and for security purposes can you verify your date of birth for me?

utterance: It's June first nineteen eighty four.

utterance: Perfect. So give me one second to pull up your quote history and I'll be able to finalize that enrollment.

utterance: No problem.

utterance: Alright so it looks like you were quoted for the Preferred Auto plan is that correct?

utterance: Yes.

utterance: And we still want to go with that package?

utterance: Yes.

utterance: Great, so it looks like the annual total due would be fifteen hundred.

utterance: Can I pay it monthly?

utterance: Yes we can set up a monthly plan.

utterance: Are there any fees for that?

utterance: Yes there is a three dollar per month processing fee for the monthly payment.

utterance: That's fine.

utterance: Okay so your first payment today would be one hundred twenty eight dollars.

utterance: And that includes the fee?

utterance: Yes.

utterance: Okay. That's fine.

utterance: How would you like to pay?

utterance: By credit card.

utterance: Okay. I'll just need that sixteen digit card number, expiration date, and CVV code.

utterance: Okay. the card number is one two three four five six seven eight three two two one four seven six two.

utterance: Okay.

utterance: The expiration date is June of twenty four and the what kind of code?

utterance: The security code on the back of the card.

utterance: Oh. It's three three two.

utterance: Perfect. So to confirm we are going to make a one time charge to the card ending in four seven six two in the amount of one hundred twenty eight dollars.

utterance: Yes.

utterance: Great. I've gone ahead and posted that for you.

utterance: Thank you.

utterance: You're welcome. We have Mary underscore Smith at gmail dot com as your email. Is that still correct?

utterance: Yes, that's correct.

utterance: Okay, Mary. I've gone ahead and sent an email confirmation as well.

utterance: Okay.

utterance: Was there anything else I could do for you?

utterance: No I think that was all.

utterance: Well thanks for choosing us. There will be a brief survey at the end of the call to rate your experience today.

utterance: Okay.

utterance: It will begin as soon as I disconnect. You have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yes I need to check my account balance with you guys. I don't think I've paid my bill this month so I need to make sure.

utterance: Okay. I can definitely help with that.

utterance: Great I've been worried about it. I don't want to be late with you guys.

utterance: Well let's check it out. May I have your first and last name please?

utterance: It's Mary Rochester.

utterance: Thank you, Mary. Do you know your customer ID?

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

utterance: Great. for security purposes can you tell me your date of birth?

utterance: It's May third nineteen seventy.

utterance: Thank you for that.

utterance: You're welcome.

utterance: So I'm looking at your policies here. Which one did you want to check the balance on?

utterance: The auto policy please. The rest are on auto pay.

utterance: Okay. One second while I get that pulled up.

utterance: Okay.

utterance: How's your day going so far?

utterance: It's good. I can't complain, ready for the weekend.

utterance: Me too. Definitely ready for the weekend.

utterance: It'll be here before you know it.

utterance: I hope so. Alright so it's finally loaded here for me.

utterance: Okay.

utterance: I do show that a payment is due July twenty ninth in the amount of two hundred eighty five dollars.

utterance: Oh no. I did forget. Did I get a late fee?

utterance: No it looks like you're still in your grace period.

utterance: Great.

utterance: Would you like to go ahead and make that payment while we're on the phone?

utterance: Sure!

utterance: How would you like to pay today?

utterance: Can I use my bank account.

utterance: Sure that's not a problem.

utterance: Okay.

utterance: What is your routing and account number?

utterance: Let me get my checkbook, hang on.

utterance: Take your time.

utterance: Okay what did you say you needed first?

utterance: The routing and account number.

utterance: Okay the routing number is one two three four five six seven eight nine.

utterance: Great. And the account number?

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

utterance: Perfect, and this is a checking account, correct?

utterance: Yes it is.

utterance: Great. So just to confirm we will be making a one time payment of two hundred eighty five dollars that will be charged today.

utterance: Yes.

utterance: Alright I have that processed. Is your email still doxie lover ninety nine at aol dot com.

utterance: Yes it is.

utterance: Great. I've got that done for you and I've sent a confirmation email.

utterance: Perfect! Thank you so much.

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

utterance: No I think that's it.

utterance: Great. There will be a short survey after the call that will have you rate your experience today.

utterance: Okay.

utterance: It will start as soon as I disconnect.

utterance: That's fine.

utterance: Have a good day. Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I help you today?

utterance: Hello there. I heard you guys do pet insurance and I just thought that was the neatest thing. Do you think I could get a quote on a policy?

utterance: Of course you can! We love to insure pets.

utterance: Well good. I've always thought that it was a great product.

utterance: I agree. Pets are amazing but can get expensive.

utterance: I completely agree. Just last year alone I spent like fourteen hundred dollars on vet bills!

utterance: That's crazy. We definitely need to get you a quote .

utterance: Perfect. What do you need from me?

utterance: May I have your first and last name please?

utterance: It's Mary Lou Salter.

utterance: Thank you, Mary Lou. Do you already have a policy with us?

utterance: I sure do. I got life and auto with you all.

utterance: Perfect. Do you know your customer ID?

utterance: Yes I do. It's one two three four five six seven eight.

utterance: Great, and for security purposes can I get your date of birth?

utterance: It's May second nineteen seventy four.

utterance: Perfect. I've got you pulled up here. Now I'll just need to ask you some questions about the pet you want to insure.

utterance: Okay go ahead.

utterance: What kind of pet do you have?

utterance: It's a dog.

utterance: Great! I love dogs.

utterance: Me too. She's my whole world.

utterance: What kind of dog is she?

utterance: She's a mutt. We got her down at the shelter.

utterance: Okay so she's mixed breed?

utterance: Yeah.

utterance: How old is she?

utterance: She's two whole years old.

utterance: Just a baby then.

utterance: She acts like it all the time .

utterance: Oh I'm sure . What is her weight?

utterance: She's about twenty two pounds.

utterance: Perfect. And does she have any health issues?

utterance: No she got a little stomach bug last year and that cost us a little bit but other than that she's been healthy.

utterance: Good deal. Give me just a moment to enter all this in and I'll have you some numbers, okay?

utterance: Sure.

utterance: Alright we have two options for you. We have Petcare Basic which just covers your major expenses and medical bills and Petcare Preferred which covers medication and vet visits.

utterance: What's the price difference for both?

utterance: The Petcare Basic is five hundred per year and the Petcare Preferred is one thousand.

utterance: That's not too bad.

utterance: We have your email as mary lou loves you at gmail dot com. Is that still good?

utterance: Yes that's still good.

utterance: Okay I've sent you an email with those two options so you can take a look at the differences.

utterance: Well great! Thank you.

utterance: You're welcome. Would you like to go ahead and enroll in one today?

utterance: No not at the moment I want to talk to my husband about it and see what he thinks.

utterance: That's not a problem at all. What other questions could I answer for you today?

utterance: That's going to be it.

utterance: Well I hope you have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes my name is Rita Wilson, customer ID one two three four five six seven eight, and I need to add someone to my life insurance plan.

utterance: Okay Rita. I'd be more than happy to help you with that.

utterance: Great.

utterance: May I have your date of birth for security purposes?

utterance: Yes it's May thirtieth nineteen eighty two.

utterance: Great. Thank you.

utterance: You're welcome.

utterance: So you want to add a dependent to your life insurance plan, is that correct?

utterance: Right. We just adopted a baby and I need to make sure she's on there.

utterance: Well congratulations on the new addition!

utterance: Thanks.

utterance: Do you have your life insurance policy number?

utterance: Hang on and let me see if I can find it real quick.

utterance: No problem. Take your time.

utterance: Where would I be able to find that?

utterance: It should be on your monthly bill.

utterance: Oh okay. Where at on the bill. I'm looking now.

utterance: It's in the upper left corner.

utterance: Oh there it is. It's one two three four five six seven eight.

utterance: Great. Thank you for that. May I have you child's first and last name?

utterance: Yeah her name is Maggie Wilson.

utterance: And is that m. a. g. g. y.?

utterance: No it's m. a. g. g. i. e.

utterance: Great and what is her date of birth?

utterance: It is March third twenty twenty.

utterance: Perfect. Does she have any health issues?

utterance: No not so far, she's been healthy.

utterance: Well that's always a good thing!

utterance: Definitely.

utterance: Alright, so I've gone ahead and added Maggie as a dependent to your health insurance plan. Would you like a confirmation email?

utterance: Yes please.

utterance: Is your email still Rita underscore wilson eighty two at hotmail dot com?

utterance: Yes it is.

utterance: Great. I've gone ahead and sent that out to you.

utterance: Thank you. How much will this make my bill go up?

utterance: It looks like there will be a change of thirty five dollars per month.

utterance: Oh that's not too bad.

utterance: Not at all! Was there anything else we could do for you today?

utterance: Does that change the due date at all?

utterance: No ma'am. Your renewal and bill due dates will remain the same for the policy.

utterance: Great.

utterance: What else can I answer for you?

utterance: I think that's all today.

utterance: Well great. Again congratulations on the new baby.

utterance: Thank you.

utterance: There will be a brief survey at the end of the call that rates your experience today. Would you like to take that?

utterance: Sure.

utterance: Great. It will start as soon as I disconnect, just hold on the line for me.

utterance: Okay.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I help you today?

utterance: Hey there. I'm shopping around for some condo insurance and was hoping to get a quote from you guys.

utterance: I'd be happy to help with that.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Michael Brown.

utterance: Thanks, Michael. Do you mind if I ask you a few questions so we can get your quote started?

utterance: Not at all.

utterance: What's the address for you condo?

utterance: It's forty two thirty three First Street unit three eighty.

utterance: Mm-hmm.

utterance: Pensacola, Florida.

utterance: Okay and the zip code?

utterance: Three two five three five.

utterance: Great. Thank you for that.

utterance: You're welcome.

utterance: What is your date of birth?

utterance: It's July fifteenth nineteen eighty.

utterance: Great and do you know the estimated value of the condominium?

utterance: It's around four hundred twenty two thousand.

utterance: Awesome. When were you looking for the policy to start?

utterance: My policy with my current insurance ends on August first so I would need this one to start August second.

utterance: Okay great. Give me just a moment to enter this information and I should have some numbers for you, okay?

utterance: Sure.

utterance: Alright so we have two very good options for you today.

utterance: Okay.

utterance: We have the Condo Basic and the Condo Preferred plans.

utterance: What do they cover?

utterance: The Condo Basic covers all of your expenses in the event of a disaster and it covers seventy five percent of the value of your belongings.

utterance: Okay and the Condo Preferred?

utterance: It covers the same as the basic but you also get replacement housing assistance in the form of us paying for a hotel room if you cannot occupy your condo.

utterance: What's the price difference?

utterance: The Condo Basic costs five hundred per year.

utterance: Okay.

utterance: And the Condo Preferred costs six hundred per year.

utterance: That's not bad at all.

utterance: No sir. For just a little bit more you could have hotel costs reimbursed.

utterance: Yeah I like that.

utterance: Would you like me to put you in touch with an agent to get you started?

utterance: I can't right now but they can call me tomorrow.

utterance: Okay perfect. What's a good number to reach you at?

utterance: It's going to be eight five zero three two two four seven six two.

utterance: Perfect, and what's a good time to reach out to you?

utterance: Probably around three.

utterance: Great. We will have someone call you then.

utterance: Awesome. Thank you.

utterance: You're welcome. Was there anything else we could do for you today?

utterance: No I think that's it.

utterance: Perfect. Enjoy your day sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Good morning! This is Natalie with Rivertown Insurance. How can I help you this morning?

utterance: Hi, Natalie. I want to cancel my automatic billing.

utterance: Sure, I can help you with that. Do you just want to cancel for this month or a temporary period of time?

utterance: No, I want to completely opt out of it.

utterance: I'm sorry to - let me get some information from you so I can pull up your account on my screen.

utterance: Okay. What do you need? My account number?

utterance: If you have your customer number, that would be great!

utterance: Uh, that would be seven four three two nine eight one.

utterance: I have seven four three two nine eight one. Now your customer number has eight digits that's only seven. Is there a zero in there somewhere?

utterance: Well it starts with zero, but I didn't think you needed that.

utterance: Yes, I need all eight digits, so that's zero seven four three two nine eight one?

utterance: Yes.

utterance: All right. And with whom am I speaking?

utterance: This is Kelli Roberts.

utterance: Okay, Kelli, I'm seeing a different name on this account.

utterance: Oh, it's probably listed under my husband, John. John Roberts.

utterance: That's correct. Oh, and here you are. I see you're listed as a secondary on the account, with your husband as the primary.

utterance: It figures they give the man top billing.

utterance: Not always, but on your account, that's correct. And you said you want to permanently cancel your auto billing for the account?

utterance: Um yes.

utterance: Do you mind if I ask why you want to cancel it?

utterance: Yeah. This is the third month I've been over-billed for it.

utterance: Oh, I'm sorry to hear that, let me take a look at your past statements. Could you hold one minute?

utterance: You can look all you want, and then you'll see how many times I've had to call and complain.

utterance: Hmm. I do see on last month's bill you were overcharged by ten dollars and we added a credit immediately when you contacted us about the overage.

utterance: Exactly. And if you look at the month before that, and the month before that, you did the same thing.

utterance: I'm so sorry you're dealing with this. It looks like there is some sort of over-ride on your account that keeps defaulting it to the extra ten dollars. Hmm.

utterance: Like I said, too many problems for me to deal with, so I'll just go back to getting my paper bill and verifying it before I pay it.

utterance: You shouldn't have to do that. Would you mind holding while I check with someone on our technical team?

utterance: I can hold for a minute, but I don't have all day to wait for you to check on your technical glitches.

utterance: I understand completely. Just give me one minute, please.

utterance: Whatever.

utterance: Hi, Kelli, I just talked with our technician and it seems the additional ten dollar charge is for an extra level of security that your husband added on to the account back in May.

utterance: Well he didn't tell me that. That sounds stupid. Why should we have to pay to keep our account secure?

utterance: I guess I didn't explain that very well. The extra security it provides is not for the account itself, but an addendum to your homeowner's policy to protect against identity theft. We were offering an introductory rate in May that your husband agreed to.

utterance: Oh. Well I'll talk to him about that. So am I going to be back-charged for those other months?

utterance: No, that was a miscommunication on our part. Just know that moving forward, your montly premium increases by ten dollars.

utterance: All right. But I think I still want to cancel my auto bill for now. I'll talk with my husband, but just take if off of auto bill for now.

utterance: I could temporarily suspend it for this month and then get back in touch with you at the month's end to see if you want to turn it back on.

utterance: You'll call me? I don't have to remember to call you?

utterance: That's right. We'll also still send you an email reminder when your payment for this month is due. If I turn it off completely, you won't get that reminder.

utterance: Oh, then let's definitely do that.

utterance: Very good! So effective today, I'm taking off auto bill for this month, so you'll owe us two hundred ten dollars and fifty cents on August twenty-seventh. You'll get an email reminder of that on or about the twentieth. Then we'll check back with you on September first to see whether you want to turn the auto bill back on or cancel it all together.

utterance: Thank you. Like I said, I really need to talk to my husband about this.

utterance: Of course! I'll send you a summary of this call as well. So I should send that to John dot Roberts at Bingham Brothers dot com?

utterance: That's his work email, so, could you send it to our personal account T. h. e. Roberts at verizon dot net?

utterance: Oh, sure. I see we also have that email on file. Do you want to update to have that as your primary email?

utterance: Yes.

utterance: All right. One second. I've done that. You should have that confirmation email in about five or ten minutes. Is there anything else I can do for you today?

utterance: No, I think that will do it. I appreciate your help with this, and for clarifying that ten dollar increase.

utterance: I'm glad I could help. Well, if you or mister Roberts need anything else, feel free to contact us again.

utterance: Should I ask for you specifically?

utterance: No, I have all of the notes in your file here so whomever answers when you call will be able to help you.

utterance: Great. Well, thank you again.

utterance: You're very welcome. And thank you for choosing Rivertown Insurance.

utterance: Good-bye.

utterance: Bye now.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes I need to file a claim for a doctor visit.

utterance: Okay. I'd be more than happy to assist you with that today. May I have your first and last name?

utterance: It's Rita Armstrong.

utterance: Thank you, Rita. Do you happen to know your customer ID?

utterance: Yes let me get it out of my purse. Hang on.

utterance: Okay. Take your time.

utterance: Okay it's one two three four five six seven eight.

utterance: Perfect. Thank you for that.

utterance: You're welcome.

utterance: For security purposes can you tell me your date of birth?

utterance: It's January eighth nineteen sixty two.

utterance: Perfect. I've got your information pulled up here.

utterance: Great.

utterance: To start the claim I'll just need your group number from your insurance card.

utterance: Okay. it's three seven nine three B.

utterance: Thank you. Can you tell me the name of the person insured?

utterance: It's my husband Duke Armstrong.

utterance: Thank you. do you have any additional insurance, Rita?

utterance: What do you mean?

utterance: Like do you have any insurance just in your name, maybe from like another employer?

utterance: Oh! No just this kind.

utterance: Okay no problem. We just always check because if we can't cover all of it another insurance company can sometimes pick it up.

utterance: Oh okay.

utterance: What doctor did you go to?

utterance: It was Doctor King.

utterance: Perfect. And what was the reason for the visit?

utterance: It was an annual check up.

utterance: How much was the total bill?

utterance: Hang on and let me go get it.

utterance: Okay.

utterance: It was four hundred seventy two dollars.

utterance: And how much did you pay out of pocket?

utterance: I paid them fifty dollars.

utterance: Thank you for that information.

utterance: You're welcome.

utterance: We have your email as Rita underscore Armstrong sixty six at gmail dot com as your email. Is that correct?

utterance: Yes that's me.

utterance: Okay great. I'm going to send you a link to upload the bill from the doctor and the receipt where you paid so we can get this processed for you.

utterance: Okay.

utterance: Can you verify that you received that email?

utterance: Yes. It looks like I have it right here.

utterance: Great. All you'll have to do now is follow that link. It'll ask you to upload those documents.

utterance: Can I just take a picture of them on my phone?

utterance: Yes. You should be able to follow that link using your phone and then just snap a photo of them.

utterance: Oh okay. That seems easy enough.

utterance: Yes. Just make sure they're legible because if they're not it may cause a delay in payment.

utterance: I can do that.

utterance: Great. Was there anything else I could do for you today?

utterance: No. I think that's all.

utterance: Awesome. There will be a brief survey after I disconnect that will ask you about your experience today. Do you mind filling that out?

utterance: No I don't mind.

utterance: Great. It'll start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day, goodbye.

utterance: Goodbye.


utterance: Hello may I speak with David Green, please?

utterance: May I ask who is calling?

utterance: This is John Brown, I'm an agent with Rivertown Insurance following up with you on a request to enroll in an auto insurance plan.

utterance: Oh okay. This is David.

utterance: Great! How are you doing today?

utterance: I'm good so far. How are you?

utterance: I'm doing well. So our rep told me that you were interested in signing up for our Complete Auto plan, is that correct?

utterance: Yes that'd be great.

utterance: Perfect. I just need to collect some basic information from you before we can get started. Is that okay?

utterance: That's fine.

utterance: Perfect. I have two five one three six three four seven two four listed as your preferred number. Is that still accurate?

utterance: Yes it is.

utterance: And David underscore Green at gmail dot com as your preferred email?

utterance: Yes.

utterance: Great. What is your social security number and date of birth?

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

utterance: Mm-hmm.

utterance: Date of birth is three seven ninety.

utterance: Awesome. Thanks for that.

utterance: You're welcome.

utterance: What is the best street address for you?

utterance: Okay it's going to be four five nine Spring Street.

utterance: Okay.

utterance: Century, Florida.

utterance: Mm-hmm.

utterance: Three two five three five.

utterance: Perfect. To finalize your profile I'll just need to create a security question for you.

utterance: Oh let's use my mother's maiden name. That's what I use on everything and it'll be easier to remember.

utterance: I definitely understand. I always use my pet's name that way I don't forget.

utterance: Yeah it's sad we have to do that with all the criminals in the world.

utterance: Yes but it's good we have an added layer of protection.

utterance: That's true.

utterance: What would you like the answer to be?

utterance: it's Jones.

utterance: Great. I have that recorded. Did you have any questions about the Complete Auto plan before I finalized your enrollment?

utterance: Yeah do I get any discounts for paying annually compared to if I broke it up into installments?

utterance: Yes actually you save about thirty six dollars a year because of processing fees.

utterance: Okay. Then that's the way I want to go then.

utterance: We can definitely do that.

utterance: Great.

utterance: Perfect. Your total comes out to be two thousand dollars even.

utterance: Great can I pay over the phone?

utterance: Absolutely. I'll just need your debit or credit card number, your expiration date, and your CVV code.

utterance: Okay hang on and let me get it.

utterance: Take your time.

utterance: Okay I have it ready.

utterance: Perfect. What's that card number?

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

utterance: Okay and the expiration date?

utterance: It's twelve twenty four and the security code is one two three.

utterance: Perfect. So to confirm we are enrolling you in the Complete Auto plan and making a one time payment of two thousand dollars. Do you accept?

utterance: Yes.

utterance: Great. I've gone ahead and got that processed for you. Was there anything else I can do?

utterance: Yeah when will I get proof of insurance?

utterance: In your confirmation email there will be information on how to log in to our website to print proof immediately otherwise it will come in the mail.

utterance: Oh okay. That's good.

utterance: Anything else, sir?

utterance: That's all.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes my name is Jack and I got a flyer for you guys saying that you offere homeowner's insurance in my area and I just wanted to see what you could offer me.

utterance: I'd be happy to help you out with that Jack.

utterance: Great.

utterance: Do you mind giving me your last name?

utterance: It's Hall.

utterance: Thanks for that. To get you an accurate homeowner's quote I'll just need to ask you a few questions.

utterance: That's fine.

utterance: What is the address of the home?

utterance: It's three two two First Street, Pensacola, Florida three two five zero one.

utterance: And your date of birth?

utterance: It's July second nineteen eighty two.

utterance: Perfect. What is the estimated value of the home?

utterance: It was recently appraised at four hundred thirty two thousand.

utterance: Great. Now we do have a couple of different options here for you based on what you're looking for as far as coverage goes.

utterance: Okay.

utterance: We have a Basic Home plan that costs twelve hundred per year. It covers your property and some of your personal belongings and the wind deductible is ten percent of the repairs estimated.

utterance: What else?

utterance: The next one is the Preferred Home plan. It costs sixteen hundred per year. It covers your property, eighty percent of your personal belongings value, and the wind deductible is four thousand dollars.

utterance: Okay and the is there more?

utterance: Yes. The last one we have is the Complete Home plan. It's two thousand per year and it covers all of your personal belongings and the wind deductible is only one thousand.

utterance: That one sounds the best for what I need.

utterance: Great. Would you like to go ahead and enroll?

utterance: I have a couple more questions first.

utterance: Okay great. What can I answer for you?

utterance: Do you guys offer monthly plans or do you have to pay at one time?

utterance: You can choose to pay monthly or annually.

utterance: And are there any extra charges for paying monthly?

utterance: Yes there is a ten dollar processing fee for every monthly payment.

utterance: That's not too bad.

utterance: No sir it's competitive for the market.

utterance: Yes. Also do you guys have a way to like just take it out of my you know bank account?

utterance: Yes we do offer automatic billing where you don't have to think about it.

utterance: And if I buy a policy will it be effective like immediately or is there a waiting period?

utterance: It would be effective on the day you pay for the policy.

utterance: Okay.

utterance: Was there anything else I could answer for you?

utterance: No. I think I want to go ahead with it.

utterance: Okay great. Do you prefer for the agent to call you or contact you by email?

utterance: Let me give you both just in case I can't get to my phone when they call.

utterance: Okay. What is your phone number?

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

utterance: Okay and your email?

utterance: It's steelers fan sixty two at gmail dot com.

utterance: Thank you is there a certain time you'd like them to call?

utterance: Can they call me today at four p.m.?

utterance: Yes it looks like I have an agent available to call you then.

utterance: Great.

utterance: Okay so to confirm I will have an agent call you at four p.m. at the number ending in four seven six eight to enroll you in one of our homeowner plans.

utterance: Yes.

utterance: Great. Was there anything else I could do for you?

utterance: No that's all.

utterance: Okay. Enjoy the rest of your day sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi yes. My name is Jasmine Glover and I need to get proof of insurance sent to me.

utterance: Hi Jasmine. I'd be happy to help with that. Do you have your customer number?

utterance: No I don't. I'm sorry.

utterance: That's okay. We can verify you a different way.

utterance: Perfect.

utterance: May I have your date of birth please?

utterance: It's one twenty two nineteen eighty four.

utterance: Thank you for that. I will also need your full social and the phone number on the account.

utterance: My social is one two three four five six seven eight nine and what else did you need?

utterance: The phone number on the account.

utterance: Oh. It's two five one three seven nine one two three four.

utterance: Perfect. Thank you for that, Jasmine. For security purposes can you tell me your mother's maiden name?

utterance: Yes it's Green.

utterance: Thank you. I've got your account pulled up here. Which policy were you needing proof for?

utterance: The auto policy I have.

utterance: Okay. I can definitely do that for you. Would you like it mailed, texted, or sent by email?

utterance: Can I do mail and email?

utterance: Yes we can do that for you. We have your email as Jasmine Glover eighty four at gmail dot com. Is that still correct?

utterance: No actually it should be Jasmine Glover designs at gmail dot com now.

utterance: Okay. I will get that updated. Can you also verify your address for me?

utterance: Yes. It's one two three Pineapple Lane Brewton Alabama three six four four one.

utterance: That's Pineapple as one word or two?

utterance: It's one word. p. i. n. e. a. p. p. l. e.

utterance: Great thank you.

utterance: How long does it take to get the proof?

utterance: The email should go out automatically and the physical copy you should receive in two business days.

utterance: Okay. is it sent by like regular mail or FedEx?

utterance: We will FedEx it to you. I will have a tracking number for you shortly.

utterance: Great. Is there a cost for that?

utterance: Yes. It's seven ninety nine for two day delivery. Is that okay?

utterance: That's fine.

utterance: How would you like to pay today? Card or bank account?

utterance: I can use my card. What do you need from it?

utterance: I'll just need the sixteen digit card number, the security code and the expiration date.

utterance: Hang on and let me get it out of my purse.

utterance: Take your time.

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

utterance: Great. And the expiration date and security code on the back?

utterance: It's twelve twenty four and the security code is one two three.

utterance: Okay thank you. To confirm we're going to do a one time charge of seven dollars and ninety nine cents for the expedited delivery of your proof of insurance.

utterance: Yes. I confirm.

utterance: Thank you. I have that processed for you. Can you verify that you received the email.

utterance: Yes. Let me get logged in really quick.

utterance: No worries.

utterance: Yes I got it.

utterance: Great! Are you ready for the tracking number?

utterance: Yes. Go ahead.

utterance: It's three three four four five five six six seven seven.

utterance: I got it. Thank you!

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

utterance: No I think that's all.

utterance: Perfect. There will be a brief survey after the call to rate your experience. Do you mind holding to take it?

utterance: That's fine.

utterance: Great. It'll start right after I disconnect.

utterance: Okay.

utterance: Have a great day. Goodbye.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi I got a notice in the mail saying I was past due. I must have forgot to send you guys a check this month. I need to go ahead and fix that if you can help me please.

utterance: I'd be happy to help with that.

utterance: Great.

utterance: May I have your first and last name please?

utterance: It's Karen Jenkins.

utterance: Thank you, Karen. Do you know your customer ID?

utterance: I don't off the top of my head.

utterance: It should be on the letter your received in the mail. Do you still have that?

utterance: I sure do. Hang on and let me grab it.

utterance: Perfect. Take your time.

utterance: Is it the one that starts with the number one?

utterance: Yes it is.

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

utterance: Perfect and can you verify your date of birth for me?

utterance: Sure it's June ninth nineteen eighty two.

utterance: Thank you for that.

utterance: No problem.

utterance: So it looks like you are past due by just a few days so there were no late fees on the account.

utterance: Oh thank goodness.

utterance: Would you like to go ahead and pay by phone?

utterance: Is there an extra charge?

utterance: No ma'am there is no charge to pay by phone with me.

utterance: Then yeah let's go ahead and do that.

utterance: Okay how would you like to pay today?

utterance: You guys take checks?

utterance: Yes ma'am we can use your bank account information.

utterance: Okay let's do that.

utterance: Okay great. I'll just need your account number and routing number, please.

utterance: Alright then my routing number is two six three two eight one six nine five.

utterance: Mm-hmm.

utterance: The account number is one two zero zero zero zero two six three two two four.

utterance: Perfect and you said this was a checking account?

utterance: Yes it is.

utterance: And Karen, we have your email on file as boy mom three two four and gmail dot com. Is that still accurate?

utterance: Yes.

utterance: Great so to confirm we're going to make a one time payment in the amount of two hundred forty two dollars from the account ending in one six nine five.

utterance: Yes.

utterance: Alright I've gone ahead and made that payment for you and sent you a confirmation to your email.

utterance: Great when is the next one due?

utterance: It will be due on August twenty fourth.

utterance: Okay awesome. Thank you so much.

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

utterance: No I think that's all for now.

utterance: Good deal. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Great the survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yeah I think I've locked myself out of my account online. I can't remember the password.

utterance: Oh no. I'm sorry to hear that. I'll be more than happy to assist you with that.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Jack Crenshaw.

utterance: Thank you, Jack. Do you know your customer ID?

utterance: Yes it's one two three four five six seven eight.

utterance: Thank you for that and now I just need your date of birth.

utterance: It's the eighth of October nineteen sixty nine.

utterance: Great. Now since we are reseting your password I'll need the answer to your security question.

utterance: Okay.

utterance: What is your mother's maiden name?

utterance: It's Singleton.

utterance: Thank you. Alright so I do see here that the account has been locked due to too many attempts with an incorrect password.

utterance: Yeah I've tried everything I can think of.

utterance: No problem. It's a pretty simple fix.

utterance: That's good to hear.

utterance: I will need to send you a reset password link.

utterance: Okay.

utterance: Is Jack underscore Crenshaw sixty nine at hotmail dot com still a good email?

utterance: Yes it is.

utterance: Okay. I've gone ahead and sent that out to you. Can you verify that you've received it?

utterance: Hang on and let me get logged in.

utterance: Take your time.

utterance: Yes I've got it.

utterance: Great. Now you'll click the link in the email and it should open a new tab and ask you for some basic information.

utterance: Okay. Let's see. It looks like it's going there.

utterance: Great. Now fill in the requested information.

utterance: Okay.

utterance: Is everything filled in?

utterance: Yes.

utterance: Great now you'll just select next on the bottom right of the screen.

utterance: Okay it says select new password.

utterance: Great. So you'll just create a new password. It has to have at least one capital letter, a number, and a symbol.

utterance: Okay.

utterance: Just let me know when you've got that.

utterance: Okay.

utterance: Still doing okay?

utterance: Yes I changed it.

utterance: Great. Now let's go back to the homepage to see if you can get logged in with the new password.

utterance: Okay.

utterance: Were you able to log in?

utterance: I sure was! Thank you so much.

utterance: No, I think that was everything I needed for right now.

utterance: Great. Also, remember that you can change your password anytime by selecting forgot my password on the homepage.

utterance: Oh that's good to know.

utterance: Yes sir. There will be a brief survey at the end of this call to rate your experience today.

utterance: Okay.

utterance: Please hold for the survey after I disconnect.

utterance: Okay.

utterance: Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yeah I need to cancel automatic payments. You guys have been overcharging me.

utterance: I'm sorry for the inconvenience. I'd be more than happy to help you out.

utterance: It's more than an inconvenience, you're taking my money.

utterance: I can definitely understand why you'd be frustrated, may I have your first and last name so I can pull up your information?

utterance: It's Sandra Smith.

utterance: Thank you Sandra, do you know your customer ID?

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

utterance: Perfect, and for security purposes can you verify your date of birth?

utterance: It's January second nineteen seventy nine.

utterance: Great. which policy were you wanting to cancel the automatic payments on?

utterance: The car.

utterance: So your Auto Preferred plan?

utterance: Yes.

utterance: Okay, will the cancellation be permanent or did you just want to stop it temporarily?

utterance: Permanent. You guys can't handle auto pay so I'm going to just have to do it myself.

utterance: Alright. I have your email as sandra says twenty two at gmail dot com. Is that still good?

utterance: Yes.

utterance: Okay, Sandra, I've cancelled your automatic payment permanently effective immediately.

utterance: Great. So this month's payment isn't going to come out automatically?

utterance: No. It has been stopped.

utterance: Great. So who is going to give me my money back for over billing?

utterance: For that I will need to open a case with our billing department so they can look into that for you.

utterance: That's fine.

utterance: Alright can you tell me what month it was that you were over billed?

utterance: You charged me twice in June.

utterance: Did the payments come out on the same day?

utterance: Yes they did.

utterance: What day was that?

utterance: It was June fifteenth. There were two same amount withdrawals.

utterance: Okay, Sandra, I've submitted your case to our billing team and I have a claim number for you whenever you're ready.

utterance: Okay what is it.

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

utterance: Fine. When will I hear back about it?

utterance: It usually takes one business day to hear back. Do you prefer phone or email?

utterance: I prefer phone.

utterance: Okay I will make a note of that as well.

utterance: Will I get a copy of what you sent to them?

utterance: Yes. I will go ahead and send you a confirmation email for the case as well.

utterance: Fine.

utterance: Was there anything else I could do for you today?

utterance: When is my next bill due so I know to pay it?

utterance: Your next bill will be due on July thirty first.

utterance: Okay.

utterance: Was there anything else I could answer for you?

utterance: No.

utterance: Okay well I hope you enjoy the rest of your day.

utterance: Whatever.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes. I was just in an accident.

utterance: I'm sorry to hear that. Is everyone okay?

utterance: Yes. I just need to report it so I can file a claim once I get it cleared.

utterance: I can definitely assist you with that. Are you in a safe place to answer the questions?

utterance: Yes.

utterance: Great. May I have your first and last name please?

utterance: It's Jared Brown.

utterance: Thank you, Jarod. Do you know your customer ID?

utterance: Hang on it's in my app. Let me get it.

utterance: Take your time.

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

utterance: And for security purposes can you give me your date of birth?

utterance: It's June second nineteen ninety.

utterance: Great. Now I need a description of what happened.

utterance: Okay I was driving down the road southbound

utterance: Mm-hmm.

utterance: And I was going through a light and it was green and

utterance: Okay and this was how long ago?

utterance: about thirty minutes ago.

utterance: Okay. Sorry continue.

utterance: Yeah so I went through the intersection and this car ran the red light and t-boned me.

utterance: Were you able to get their information?

utterance: Yes.

utterance: Great what is their first and last name?

utterance: It's Lisa Sellers.

utterance: And what insurance company do they use?

utterance: Progressive.

utterance: Did you get their policy number?

utterance: Yes it's one two three seven six two four seven two two.

utterance: Great. Did they give you a contact number for them?

utterance: Yes it's three two one four seven five eight six seven seven.

utterance: Thank you for that. Do you have your driver's license number handy?

utterance: Yes it's in my wallet. One second.

utterance: No problem.

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

utterance: Okay. I have everything recorded here for us.

utterance: Okay. What happens next?

utterance: I'll submit this over to our claims representatives and one of them will reach out to you to start the claim.

utterance: Okay.

utterance: What's a good contact number to reach you at?

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

utterance: Is there a particular time of day that is best to contact you?

utterance: It's gonna be probably better in the afternoon.

utterance: Okay. I've made a note for that.

utterance: Thank you.

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

utterance: No that's all.

utterance: Great. I'm glad you're okay.

utterance: Me too.

utterance: Try to enjoy the rest of your day.

utterance: Thank you.

utterance: You're welcome. Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes I'd like to get a quote on renter's insurance. My friends have all said you guys give great prices and service and I just moved into this place that requires it.

utterance: I'd be happy to help you out with your renter's quote today. Congratulations on your new place!

utterance: Thanks I'm really excited.

utterance: I can imagine. Is this your first time renting?

utterance: Yes it is! I'm glad to finally be out on my own.

utterance: Awesome. To get started I'll need just a few pieces of information from you. May I have your first and last name?

utterance: It's Jarod Green.

utterance: Thanks Jarod. Can you spell that for me?

utterance: Yes it's j. a. r. o. d.

utterance: Thank you.

utterance: You're welcome.

utterance: What is the address of the new place?

utterance: It's one three three Gandyville Lane, Brewton Alabama three six four two six.

utterance: And that's g. a. n. d. i. v. i. l. l. e?

utterance: No it's g. a. n. d. y. v. i. l. l. e.

utterance: Okay thank you.

utterance: You're welcome.

utterance: Is this an apartment, a duplex, or a single family home?

utterance: It's an apartment inside of a complex.

utterance: Great. Can you tell me the name of the apartment complex?

utterance: It's Briargate Gardens.

utterance: Thank you for that! Do you have their fax number?

utterance: Not on me but give me one second. It should be on my lease.

utterance: Take your time.

utterance: Okay I have it whenever you're ready.

utterance: Okay. Go ahead.

utterance: It's two five one.

utterance: Mm-hmm.

utterance: Three seven two.

utterance: Okay.

utterance: Four nine two one.

utterance: Perfect. Thank you.

utterance: You're welcome.

utterance: And finally, what is your date of birth?

utterance: It's March seventh nineteen ninety three.

utterance: Great. Do you know approximately what your belongings are valued at?

utterance: I think I would have to say at about like maybe five thousand dollars?

utterance: So five thousand is how much you want to insure for your belongings?

utterance: Yes. Will this also cover if something happens in the apartment?

utterance: Yes. It does have a liability clause where if something happens it could potentially pay out medical depending on what plan you select.

utterance: Okay.

utterance: I do have your quote ready here. We have two options for you. The first one, and the one I recommend, is the Preferred plan.

utterance: Okay. How much is that and what does it cover?

utterance: It will be approximately three hundred dollars per year and it covers one hundred percent of your belongings valued at five thousand as well as medical bills if something happens on the property up to one thousand.

utterance: Okay. What is the other one?

utterance: That would be the Basic plan. It costs two hundred dollars per year and does not cover medical and only covers eighty percent of the value of your belongings.

utterance: Oh. I don't know which one would be better.

utterance: The reason I recommended the preferred plan is because you asked would it cover it if something happened on the property.

utterance: That's true. Let me think about it and can I reach back out or do this online?

utterance: Yes you are more than welcome to call back in to finish the process or if you'd like to do it online I can email you a copy of the quote.

utterance: Yeah send me an email and if I decide I want to go forward I'll sign up online.

utterance: Okay. Perfect. What is your email address?

utterance: It's j dot green at gmail dot com.

utterance: Thank you. I have that sent out to you. Just follow the link in the email if you'd like to finalize it.

utterance: Perfect. Thank you.

utterance: Was there anything else I could do for you today?

utterance: No. I think that's it.

utterance: Great. There will be a brief survey after I disconnect if you don't mind filling that out for us about your experience.

utterance: Okay. I can do that.

utterance: Perfect. It'll start as soon as I hang up. Have a great day. Goodbye.

utterance: Goodbye.


utterance: Thanks for calling Rivertown Insurance. How may I help you today?

utterance: Yes I need to check the balance on my policy and possibly pay a bill if the payment is due.

intents: CheckAccountBalance PayBill

utterance: I'd be happy to assist you with that today.

utterance: Great.

utterance: May I have your first and last name please?

utterance: It's Sheila Green.

utterance: Thank you, Sheila. Do you know your customer ID?

utterance: I sure don't. I'm so sorry.

utterance: That's okay. I can look you up a different way using other information.

utterance: Okay. Perfect.

utterance: What's your social security number?

utterance: It's three three three four two seven six two two.

utterance: Thank you, and your date of birth?

utterance: It's four twenty nineteen eighty two.

utterance: Thank you. Do you know the telephone number associated with the account?

utterance: Yes it's two five one three two three four seven six two.

utterance: And for security purposes can you verify your mother's maiden name?

utterance: Sure. It's Caldwell.

utterance: Great. So which policy would you like the balance for?

utterance: The life insurance policy.

utterance: Your Universal Life plan?

utterance: Yes.

utterance: The current balance is one thousand two hundred dollars and a payment of two hundred dollars is due tomorrow.

utterance: Okay great. Can I go ahead and pay that?

utterance: The monthly payment or the remainder of the premium?

utterance: Just the monthly payment.

utterance: Sure thing. How would you like to pay today? Bank account or card?

utterance: Bank account.

utterance: Perfect. I'll just need the routing and account number to start.

utterance: The routing number is two six three two eight one six nine five.

utterance: Okay.

utterance: The account number is one two zero zero zero three six two four five two.

utterance: Thank you. is this a checking or savings account?

utterance: It's a checking account.

utterance: And is your email still sheila underscore green at gmail dot com?

utterance: Yes it is.

utterance: Great. So just to confirm we're going to make a one time payment in the amount of two hundred dollars from the account ending in four five two?

utterance: Yes.

utterance: Alright. I've gone ahead and made that payment and sent a confirmation email to you as well.

utterance: Okay I've been having trouble with my email. Do you mind holding for a second while I see if I got it?

utterance: No problem.

utterance: Okay yeah it looks like I got it.

utterance: Great. Was there anything else I could do for you today?

utterance: No I think that was it for today.

utterance: Awesome. There will be a brief survey to rate your experience today after the call. Would you mind participating?

utterance: Sure why not.

utterance: Okay. It will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Rivertown Insurance Agency. This is Rosemary. How may I assist you today?

utterance: Hello, Rosemary. How's things going in the insurance business today?

utterance: Things are great here. Thank you so much for asking! What can I help you with today?

utterance: #Uh yeah, I am trying to find an insurance agent.

utterance: Sure! I'd be happy to help you find the right agent for you. First, may I ask your full name and a good

utterance: contact phone number in case we get disconnected?

utterance: Yes. My name is Eric Allen Rutherford and my cell number is nine one six eight six one thirty-two

utterance: twenty-three.

utterance: Perfect. Thank you, mister Rutherford for that information. Now what kind of agent are you needing?

utterance: Automobile coverage, home owners, life insurance or something else?

utterance: Well Rosemary, here's the deal. I just bought me my first my first-ever brand new car. The

utterance: gentleman that sold me the car, he didn't really want me to drive off of the lot without I had some kind of

utterance: auto insurance. So, I swore to the man if he'd just let me go on and drive it home from the lot, I wouldn't

utterance: go no place else until I got you know full coverage car insurance on my new vehicle. By golly, he

utterance: went for it. So, as a man of my word, here I am talking to you, Miss Rosemary.

utterance: All right then, mister Rutherford, it sounds to me like you are in the market for full coverage automobile

utterance: insurance. Is that correct?

utterance: Yes ma'am. That is correct.

utterance: Wonderful! I have just the agent for you! May I inquire as to the make, model and VIN number of your

utterance: new automobile so that I can pass on the information to the agent?

utterance: Absolutely! There's only one problem though. I know the make and model but I didn't think to write

utterance: the you know, the VIN number down and I don't have the title just yet because I'll still be making the

utterance: payments on it for awhile. Is that going to be a problem?

utterance: No, no sir. Not at all. You said you drove the vehicle home, correct?

utterance: Yes ma'am. I most certainly did.

utterance: Great! In that case, I'd be happy to wait here on hold for you to go to go out and get the VIN

utterance: number off of the vehicle. Do you know where the VIN is located on the car?

utterance: Yep! That is a good idea, Miss Rosemary. I've got paper and pen right here with me, so just give me a sec

utterance: to run outside and write her down, okay?

utterance: Sounds good, mister Rutherford. Take your time. I'll be right here on the line when you get back, okay?

utterance: Great! Be right back.

utterance: Okay.

utterance: All right, I'm back.

utterance: Okay, mister Rutherford. I am ready to take down the automobile's information. Let's start with the

utterance: make and model, okay?

utterance: Sure. It's a Dodge Charger.

utterance: Okay, and what year is the vehicle?

utterance: Twenty twenty-one.

utterance: Of course, you said it was brand new. My apologies.

utterance: No worries, Miss Rosemary.

utterance: Okay. Now, I just need the the color and the VIN number, please.

utterance: It's a it's blue and the VIN number is forty-one D three eighty-five nine zero seven MC seventy-three

utterance: zero one four six.

utterance: Super! I think that's all of the the vehicle information the agent will need.

utterance: So, do I need to call him or what do I need to do?

utterance: No, no. I will contact the agent for you. I will convey all the you know, the pertinent details on

utterance: the vehicle, as well as your name and contact details. He will then contact you with a few quotes from

utterance: some agencies that provide the type of auto insurance you require and you two can go from there.

utterance: Does that sound like a a good plan for you, mister Rutherford?

utterance: #Uh yeah. Yes. Yes ma'am. That sounds perfect!

utterance: Wonderful! Well then, I have one last question for you, sir. Would you prefer the agent to contact you by

utterance: telephone or via email?

utterance: Oh well yeah. I think by phone is probably best. I don't have no email number or address

utterance: or whatever they call it. I'm not big on computers. A cell phone is complicated as I get.

utterance: Of course. I understand. That's no problem at all! So, let me go ahead and confirm that I have

utterance: your correct, current telephone number written down for you here. I have your cell phone number

utterance: as nine one six eight six one thirty-two twenty-three. Is that correct?

utterance: That is exactly correct, Miss Rosemary.

utterance: Good. Good. Now, let me just take a look-see here and make sure we have everything else we need. #Um

utterance: well, oh yes. I apologize, but I did forget one important piece of information. Could I please have your

utterance: home address for your file, as it will definitely make a difference in the accuracy of the quote without it?

utterance: Yes ma'am. That probably would be a good idea, huh? Okay, are you ready?

utterance: Yes sir.

utterance: Okay. My address is eighty-nine sixty-three Bellavista Court San Jose, California nine four zero eight eight.

utterance: Perfect mister Rutherford. That will conclude my questions for you. Now, I have some information

utterance: for you. Do you still have your pen and paper handy?

utterance: Yes ma'am.

utterance: Great! I will go ahead and give you the the contact details for the agent whom will be reaching

utterance: out to you this afternoon, okay?

utterance: Sure. Go ahead.

utterance: Okay. It will be mister Watkins who will be your insurance agent, and his office number is area code five three

utterance: two and telephone number nine five nine sixty-three hundred.

utterance: Great. Got it.

utterance: Super! Well, I believe that is yes, that is all I need from you today, mister Rutherford. Do you have any

utterance: questions for me or is there anything else I can do to assist you today?

utterance: No ma'am, Miss Rosemary. I can't think of anything else. Thank you so much. You have been so helpful

utterance: and I do appreciate your time.

utterance: You are more than welcome, mister Rutherford. Here at Rivertown Insurance we put our customer's first and

utterance: foremost in all we do! It has definitely been a pleasure assisting you today, and you can look forward to

utterance: that telephone call from mister Watkins within the hour. And of course, should you need anything at all,

utterance: don't hesitate to give us a call. We are here to assist you with all your insurance needs!

utterance: Great! Will do. Thank you again for your help. You have a great day, Miss Rosemary.

utterance: Of course. And to you the same, mister Rutherford. Goodbye now.

utterance: Bye-bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi there I need to see if a payment has been credited to my account.

utterance: I'd be more than happy to help with that. May I have your first and last name?

utterance: It's Kim Burrows.

utterance: Thank you, Kim. Do you have your customer ID handy?

utterance: Let me see if I can find it real quick.

utterance: Take your time.

utterance: I actually don't have it on me.

utterance: That's okay. We can look you up using other information.

utterance: Great.

utterance: May I have your full social and date of birth?

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

utterance: Mm-hmm.

utterance: And date of birth is October twenty nine nineteen ninety four.

utterance: Great, and the phone number associated with the account?

utterance: It's two five one three seven two four nine two two.

utterance: Perfect, and for security purposes can you verify your mother's maiden name?

utterance: It's Rogers.

utterance: Alright, I've got you pulled up here. You wanted to know if a payment has posted to your account, correct?

utterance: Yes.

utterance: Which policy would you like me to check?

utterance: It's the life policy that I'm looking for.

utterance: Let's see. I don't see any recent payments for that policy.

utterance: Then there's a problem because it already came out of my bank account.

utterance: Alright, then we definitely need to let the billing department know.

utterance: Yes.

utterance: What day did the payment clear your bank?

utterance: It was July twenty second.

utterance: Okay. What I will do is go ahead and submit the issue to our billing department. They will research it and find a solution for you.

utterance: Okay.

utterance: We have kim underscore burrows at hotmail dot com. Is that still a good email?

utterance: Yes it is.

utterance: Okay. Please hold for one second while I get this submitted.

utterance: Okay.

utterance: Alright, Kim. I have a claim number for you whenever you're ready.

utterance: Go ahea.

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

utterance: Okay.

utterance: I'll go ahead and send an email copy of the information I sent to our billing team so you can see.

utterance: Okay. What's the turnaround time for this usually?

utterance: It usually takes one business day to see a reply on the case.

utterance: Okay. Will I get any late fees because of this?

utterance: You should not be charged any late fees. If you see one on your statement please let our billing team know so they can correct it.

utterance: Okay.

utterance: Was there anything else I could do for you today?

utterance: No I think that's all.

utterance: Okay great. There will be a brief survey after the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay, please hold on the line. Once I disconnect the survey will start.

utterance: That's fine.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes my house was damaged in the last hurricane and I need to file a claim. I've been a customer for years so I hope it doesn't mess up my rates.

utterance: Oh no. I'm sorry to hear that. Let me get a little bit more information from so we can file that claim.

utterance: Okay.

utterance: May I have your first and last name?

utterance: It's Jerry Sanchez.

utterance: Thank you Jerry. Do you know your customer number?

utterance: I don't actually I'm sorry.

utterance: That's okay! We can look you up a different way.

utterance: Okay awesome.

utterance: May I have your full social and your date of birth?

utterance: Yes my social is four two four three eight nine nine nine nine.

utterance: Mm-hmm.

utterance: And my date of birth is June second ninety eighty five.

utterance: Great. Thank you for that information.

utterance: You're welcome.

utterance: What is the phone number associated with the account?

utterance: It's eight five zero seven one two three seven seven seven.

utterance: Perfect. And for security purposes can you tell me your mother's maiden name?

utterance: It's Green.

utterance: Okay I've got your information pulled up here so we can start on that claim.

utterance: Okay.

utterance: You said it was damaged in the hurricane correct?

utterance: Yes. We got hit pretty hard here. Did you guys have any damage?

utterance: No we got lucky. Just a little bit of rain.

utterance: That's good.

utterance: Yes it is. What day did you notice the damage?

utterance: It was right after the storm so that was July third.

utterance: Thank you, and what time do you think the damage occurred?

utterance: We heard some of it around one a.m.

utterance: Okay. this is a single family home right?

utterance: It's actually a townhome.

utterance: Thank you. Can you verify the address on your account?

utterance: It's sixteen sixty Barnacle Drive Flomaton Alabama three six four four one.

utterance: Okay. Good. What type of damage did you have?

utterance: There is some damage to the gutters and we lost some siding on the front of the house.

utterance: Was there any flood damage?

utterance: No the water wasn't too bad. It was just from the wind.

utterance: Okay. Thank you. It looks like your hurricane deductible is two percent of the estimated cost to fix the damage.

utterance: That's not too bad I guess.

utterance: No sir. Some of them actually go up to ten percent.

utterance: Wow.

utterance: The next step in the process is for me to send out an adjuster to survey the damage.

utterance: Okay.

utterance: Is there a day and time that would be good for you?

utterance: How about July eigth at two p.m.

utterance: Okay. I have that set up for you.

utterance: Great. Thank you. Will I need to be there or can anyone be there?

utterance: Anyone over the age of eightteen can be there.

utterance: Perfect.

utterance: Were there any other questions I could answer for you?

utterance: No I think that's it.

utterance: Great. Again I'm sorry to hear of your damage if you need anything else feel free to give us a call.

utterance: Thank you. I appreciate that.

utterance: Goodbye, sir.

utterance: Goodbye.


utterance: Thanks for calling Rivertown Insurance. How may I help you today?

utterance: Yeah I got a notice in the mail offering a discount for new policies and I was in the market for new life insurance so I was wondering if maybe I could get some information about that.

utterance: Great I can definitely help with that. Do you currently have any policies with us?

utterance: Yes I have several. I have condo, pet, and auto insurance through you guys.

utterance: Okay so you were looking to get a quote to add a life policy due to our multi-policy discount flyer?

utterance: Yes.

utterance: Perfect. May I have your first and last name to get started?

utterance: Yeah my first name is John and my last name is Sellers and my customer ID is one two three four five six seven eight.

utterance: Thank you for that, John. For security purposes can you verify your date of birth?

utterance: My date of birth is June third nineteen eighty nine.

utterance: Thanks for that. To get a life quote I need to ask a few

utterance: Go ahead and ask whatever you want. I'm an open book.

utterance: Okay. Sounds good. Let's start with what state you reside in.

utterance: I live in Florida.

utterance: Perfect. I hear it's a beautiful state.

utterance: It is in some spots but some spots are really run down and don't look that great. A lot of tourists too.

utterance: Yeah I can #imagine that would get annoying.

utterance: Oh definitely it makes traffic crazy.

utterance: I bet. You identify as male, correct?

utterance: Yes.

utterance: Okay and what is your height and weight?

utterance: I'm five nine and I weigh one hundred sixty pounds.

utterance: And how would you describe your health?

utterance: I would say I'm pretty healthy I haven't had any

utterance: So you don't have any pre-existing conditions?

utterance: No.

utterance: Good to hear. How much coverage were you looking for?

utterance: I think I'd be okay with about two hundred fifty thousand.

utterance: Were you thinking basic term life, whole life, or universal life.

utterance: I definitely want to do whole life because it can earn cash value.

utterance: Perfect.

utterance: I think it does right?

utterance: Yes. A whole life policy can build cash value.

utterance: Great.

utterance: Alright, John. Give me just a moment to enter all of this information and I should have some numbers for you.

utterance: Awesome.

utterance: Okay, for a whole life policy you're looking at eighteen hundred per year with our multi-policy discount.

utterance: Jeez. That's with the discount?

utterance: Yes. Keep in mind though that it's an investment. It earns cash value and covers your family if you were to pass away.

utterance: That's true.

utterance: It really is a great option, especially if you have kids.

utterance: Well I'll tell you what give me some time to think about it.

utterance: Okay. Is it okay if I have an agent contact you tomorrow to follow up?

utterance: Sure.

utterance: Do you prefer phone or email?

utterance: I prefer phone.

utterance: Is there a good tim tomorrow for them to call?

utterance: I'd say around three p.m.

utterance: Okay and a good number to reach you?

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

utterance: Perfect, so to confirm I'll have an agent reach out to you tomorrow at three p.m. at the phone number ending in four two two to follow up with you about the policy.

utterance: Great.

utterance: Was there anything else I could do for you today?

utterance: I think that's it.

utterance: Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes, I'm in the market for new homeowners insurance and I wanted to see what you guys could offer me. I've read some good reviews about you guys.

utterance: I can definitely help with that. Thanks for considering us.

utterance: Of course, I'm always shopping around to get the best price.

utterance: I'm the same way.

utterance: It's always the best way to make sure you're not wasting money.

utterance: Absolutely, may I have your first and last name to get started?

utterance: Yes it's Jacob Green.

utterance: Thank you, Jacob. What's your current address?

utterance: It's three two one one Forest Lane, Brewton, Alabama three six four two six.

utterance: Great. And that's f. o. r. e. s. t. correct?

utterance: Yes.

utterance: Alright, great. What is your date of birth?

utterance: It's January third nineteen seventy six.

utterance: Perfect and what is your property value currently?

utterance: I would estimate it at roughly three hundred forty two thousand.

utterance: Awesome. Give me just a second to finish entering this information and I should have you some numbers.

utterance: Okay, cool.

utterance: Okay so based on what you've told me I would recommend our Home Preferred plan.

utterance: Okay.

utterance: It's got all of your essential coverage and a very low wind deductible at two thousand dollars.

utterance: How much is it?

utterance: It would cost sixteen hundred a year.

utterance: That's not too bad.

utterance: Not at all. Would you be interested in purchasing today?

utterance: I still have a couple of other places to check.

utterance: That's okay. The quote is good for thirty days. Do you prefer phone or email?

utterance: Email definitely.

utterance: Great, what is your email so I can go ahead and send over that quote information.

utterance: It's jake green at gmail dot com.

utterance: That's j. a. k. e.?

utterance: Yes.

utterance: Perfect. I've gone ahead and sent that quote over to you. Can you confirm that you received it?

utterance: Yeah. Hang on and let me get my email open.

utterance: Take your time.

utterance: Yeah it looks like I have it.

utterance: Great. Do you have any questions about the quote?

utterance: Yeah do you have something with a little more personal property coverage?

utterance: If you're looking for a higher coverage for personal property I would recommend our Home Complete plan.

utterance: Okay.

utterance: It covers one hundred and twenty five percent of the stated value of your personal property.

utterance: That sounds better. What's the cost?

utterance: That one would be two thousand per year.

utterance: Okay.

utterance: Would you like that emailed as well?

utterance: Sure.

utterance: Okay. I'll send that right over.

utterance: Thank you.

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

utterance: No I think that was all the questions I had.

utterance: Great. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Perfect. The survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yeah I can't seem to get logged in online. I've been with you guys for years and this is the first time it's ever given me problemiss It's starting to get on my nerves.

utterance: I'm sorry you're having issues with the site and I'd be happy to help you with that.

utterance: Great.

utterance: May I have your first and last name please?

utterance: It's Jason Brown.

utterance: Thank you, Jason. Do you happen to know your customer ID?

utterance: I have no clue. Look I just need help with the website why do you need all of this information?

utterance: I understand you're frustrated sir. In order to help you with a specific online account I do need to verify it's you for your security.

utterance: Okay fine. What else do you need?

utterance: If you don't have your customer ID, can you tell me your full social and date of birth?

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

utterance: Thank you.

utterance: Date of birth is January third nineteent fifty two.

utterance: Thank you for that information. Finally, I'll just need the phone number on the account and your mother's maiden name for final verification.

utterance: Good grief. It's two five one three six three four seven nine two and my mother's maiden name is Johnson.

utterance: Thank you, Jason. I'm looking at the online account and it looks like you're trying an incorrect password.

utterance: That's impossible.

utterance: The system shows that you have tried it three times and all three times the password was entered wrong.

utterance: Well I'm telling you I'm putting in the right password. It must be something with your stupid site.

utterance: I understand that not being able to log in must be frustrating. How about we attempt to change the password and see if that gets you in?

utterance: Fine.

utterance: I have your email as jason dot brown dot nine nine at gmail dot com.

utterance: Yes that's correct.

utterance: Okay, Jason. What I'll do is send a reset password link to your email which will allow you to set a new password.

utterance: I could have just done that on my own, but whatever.

utterance: Well since you have me now I'm more than happy to walk you through it just in case there are any issues.

utterance: Okay.

utterance: Did you receive the email?

utterance: let's see. Yes I did.

utterance: Okay. Click the link to open the reset password window.

utterance: Okay. It's open.

utterance: Great. It will ask you for your security question answer.

utterance: Yeah I just put that in. Now I'm where I can set a new password.

utterance: Perfect. Just go ahead and create a new password. Remember it has to have a capital letter, a number, and a symbol.

utterance: Okay.

utterance: Is it working for you?

utterance: Yeah it let me reset it.

utterance: Great.

utterance: Now do I just need to try to log in?

utterance: Yes if you don't mind just going back to the homepage to try to log in again.

utterance: Okay. This better work.

utterance: Let's see if that fixed it.

utterance: Okay I'm trying to log in now.

utterance: Great. Let me know what it says.

utterance: It looks like it's letting me log in now.

utterance: Wonderful. Was there anything else I could do?

utterance: No.

utterance: Okay. Well I hope you enjoy the rest of your day sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Hello this is Danny Johnson calling from Rivertown Insurance. May I speak with Sandra Saunders please?

utterance: This is Sandra.

utterance: Good afternoon, Sandra! I got your information from one of our phone reps that stated you were interested in enrolling in one of our auto insurance plans.

utterance: Yes. I spoke to them earlier.

utterance: Great. Is now still a good time?

utterance: It sure is.

utterance: Wonderful. I just need to ask you a couple of questions to get started.

utterance: Okay. Go ahead.

utterance: So we have your first name and last name as Sandra Saunders, is that your full legal name?

utterance: Yes.

utterance: And we have your date of birth as November second ninteen seventy. Is that accurate?

utterance: It is.

utterance: What is a good street address for you including the city state and zip code?

utterance: It's thirteen thirty Willow Lane Pensacola, Florida three two five two three.

utterance: Great. And Pensacola is p. e. n. s. a. c. o. l. a.?

utterance: Yes.

utterance: Perfect. May I have your full social security number?

utterance: It's three three two four seven six two three four.

utterance: Great. Now we need to set up a security question for you to use if you ever call in.

utterance: Okay how about my mother's maiden name?

utterance: Sure. What is the answer you would like to record?

utterance: Johnson.

utterance: Great. I have that recorded for you. So Sandra, you were looking at the Preferred Auto or Complete Auto. Which one did you decide to go with?

utterance: I think I'm going to go with the higher one because of rental reimbursement.

utterance: So the Complete plan?

utterance: Yes.

utterance: That's a great choice. I actually have that one myself.

utterance: Yeah I figured it's better to have it just in case than to be stuck without it.

utterance: Exactly. It's always a good idea.

utterance: I agree.

utterance: Your total policy is two thousand dollars per year. Would you like to pay that annually or monthly?

utterance: Annually please. I don't think I'd remember to pay you guys monthly.

utterance: No worries. We can do that for sure.

utterance: What do you accept for payment?

utterance: We can use either your bank account or a credit card.

utterance: Let me go get my credit card really quick.

utterance: Okay. Take your time.

utterance: Alright I got it. What do you need off of it?

utterance: I'll need the full number, the expiration date, and the CVV code on the back.

utterance: Okay the number is one two three four four seven two two three seven eight nine four two two three.

utterance: Mm-hmm.

utterance: The expiration date is twelve of twenty four and what kind of code did you need?

utterance: The security code on the back of the card. It should be three digits.

utterance: Oh. Yes. It's three two two.

utterance: Perfect. So to confirm we will be enrolling you in the Complete Auto plan and making a one time charge in the amount of two thousand dollars effective today.

utterance: Yes.

utterance: Alright Sandra I've got that processed for you. What's a good email to send a confirmation to?

utterance: It's Sandra underscore Saunders at gmail dot com.

utterance: Great. I've gone ahead and sent out your plan information and that payment confirmation.

utterance: Wonderful. That was easy.

utterance: We try to make it that way. Was there anything else I could do for you?

utterance: No I think that's it for today.

utterance: Perfect. I hope you enjoy the rest of your day and thanks for choosing Rivertown.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Hey I'm working with a local agent and they said I need to call and set up an account so I can finish purchasing my new auto plan.

utterance: Okay. I'd be more than happy to help with that.

utterance: Great.

utterance: Let's start with your first and last name please.

utterance: It's Jay Brown.

utterance: And that's j. a. y.?

utterance: Yes.

utterance: Great. Thanks, Jay.

utterance: You're welcome.

utterance: What's a good phone number to reach you at?

utterance: Let's put two five one three seven two four seven six nine.

utterance: Okay. Got it. Now I'll just need your date of birth.

utterance: It's April third nineteen ninety two.

utterance: Now I'll need your full address including the city, state, and zip code.

utterance: It's twenty thirty First Street, Los Angeles.

utterance: Mm-hmm.

utterance: California nine zero two one zero.

utterance: Perfect and now I just need your full social security number.

utterance: Why do you need that?

utterance: Your social is used to link your policy once you've purchased it.

utterance: Okay.

utterance: The system will automatically recognize that policy is yours and will show up when you call or log in online.

utterance: And that's needed?

utterance: Yes even when you go to set up your online account you'll have to enter your social security number.

utterance: Okay.

utterance: It's very secure. All of our products are encrypted and only certain people have access to the information.

utterance: Okay. Let me get my card I don't know the number off the top of my head.

utterance: Take your time.

utterance: Okay It's four two two three two four seven six eight.

utterance: Great. Now we'll need to set up a security question to identify you and further secure your account when you call in.

utterance: Okay.

utterance: What would you like your question to be?

utterance: I have no idea.

utterance: A lot of people use things like mother's maiden name or favorite pet's name or like high school mascot.

utterance: Let's do high school mascot.

utterance: Okay and what would you like the security answer to be?

utterance: Tigers.

utterance: Okay sir. It looks like I have everything set up for your account.

utterance: Okay so I should be able to let the agent know.

utterance: Yes the agent should be able to go into the system and see your information now.

utterance: Great. That wasn't so bad.

utterance: No we try to make it as easy as possible for new customers.

utterance: Well thank you.

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

utterance: What do I do to set it up online?

utterance: Great question. Once your plan is active go to our website w. w. w. dot River Town Insurance dot com and hit sign up.

utterance: Okay.

utterance: It'll prompt you to enter you date of birth, name and social, and then it will walk you through regsitering online.

utterance: Great.

utterance: Was there anything else I could answer for you today?

utterance: No. I think that's all.

utterance: Great. Well you have a good day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yes I just recently moved and I need to update my address on my policies with you guys.

utterance: I'd be more than happy to help with that. May I have your first and last name please?

utterance: It's Karen Sims.

utterance: Thank you, Karen. Do you happen to know your customer ID?

utterance: I'm sorry I sure don't and I don't have a bill handy.

utterance: That's okay! We can look you up using some other information.

utterance: Great.

utterance: What is your full social security number?

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

utterance: Great, and your date of birth?

utterance: It's January eighth of nineteen seventy one.

utterance: Perfect, now I'll just need the phone number associated with the account.

utterance: Oh I think it's two five one three six three seven two four nine.

utterance: That's it. For security purposes can you tell me your high school mascot?

utterance: Yes it was the panthers.

utterance: Thank you. So what is the current address on the account that you need to change?

utterance: I think you guys have fifteen twenty one Sanders Court, Pace, Florida three two five seven one.

utterance: Yes.

utterance: Now it needs to be sixteen sixteen First street, Pensacola, Florida, three two five two three.

utterance: Okay. is this effective immediately or do you want to make it effective on a certain day?

utterance: It needs to be today, yes.

utterance: Great. We have Karen Sims three seven two at gmail dot com. Is that correct?

utterance: Yes.

utterance: I will go ahead and get this updated for you and send a confirmation email as well.

utterance: Okay. and this is effective today, right?

utterance: Yes it is.

utterance: Great.

utterance: Alright I've gone ahead and completed that change. Can you verify that you received the confirmation email?

utterance: Yes one second, let me get logged in to my email.

utterance: Take your time.

utterance: Yes I've received it.

utterance: Great.

utterance: Hey can you tell me if there's any way to do this like online or something that way if it happens again I don't have to call in?

utterance: Yes actually you can change your address in your profile settings online.

utterance: So just log into my account and do it?

utterance: Yes, once you're logged in you'll select profile settings in the right hand corner and then select change address.

utterance: That seems pretty simple.

utterance: Yes ma'am. What else can I do for you today?

utterance: I think that's everything for today.

utterance: Great. There will be a brief survey after the call to rate your experience today. Would you like to participate?

utterance: Will it take long?

utterance: It shouldn't it's usually only one or two questions.

utterance: Then that's fine.

utterance: Great. It will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.