utterance: Hi, Dave, this is Mark with Rivertown Insurance, how are you today?

utterance: Hey Mark, I'm doing fine, how are you?

utterance: Doing pretty well. I saw that you put in a request on our website, correct?

utterance: Yeah, I did.

utterance: Okay, and can you remind me what that request was again?

utterance: Sure, so my son is graduating from college, and I'm wanting to take him off my policy.

utterance: Understood. I can definitely help you out with that. #Um so one second here.

utterance: Great.

utterance: Okay, so I see here that you have multiple children here, which son are you wanting to take off?

utterance: His name is Ryan.

utterance: Alright, and your last name is spelled s.m.i.t.h.?

utterance: no, s.m.y.t.h.

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

utterance: Correct.

utterance: Got it, s.m.y.t.h. Alright, and now I'll need to get some account information from you.

utterance: How much is it going to cost me to to remove my son from my policy?

utterance: So, there's actually no fee for cancelling, #Um, all we ask is that you fill out a survey for the reason you left.

utterance: Okay, and can I cancel this policy on my own?

utterance: Unfortunately, you can't sir. We have to do it together over the phone.

utterance: Okay.

utterance: So let me just initiate this Alright, so I need verbal confirmation that you are wanting to remove your son, Ryan from your policy.

utterance: I confirm.

utterance: Great. So I'm gonna need your Date of birth and customer number please.

utterance: Alright, so date of birth is January the ninth, nineteen seventy nine.

utterance: Okay, and customer number?

utterance: where would I go to find that?

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

utterance: Okay. let's see.

utterance: Alright.

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

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

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

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

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

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

utterance: Okay try Toyota Corolla.

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

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

utterance: Great, thanks for all of that.

utterance: Yeah, of course.

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

utterance: Do I really need to give all this information, just to remove Ryan as a dedpendent?

utterance: Unfortunately sir, you do. It's company policy.

utterance: Okay.

utterance: What is the date of birth of the dependent?

utterance: The date was October first, nineteen ninety four.

utterance: Got it, and their current occupation?

utterance: He's an accountant.

utterance: Great, and what company does he work for?

utterance: KPMG.

utterance: Thank you for all of that sir.

utterance: Of course.

utterance: Now, the last thing I'm going to need is your policy number.

utterance: where would I go to find that?

utterance: You should be able to find it in your account portal.

utterance: Mhm okay. let me see here.

utterance: Alright.

utterance: So, It's one oh one three four one oh two six nine.

utterance: Got it - your dependent has been successfully removed.

utterance: Great.

utterance: Okay - so that concludes everything you need to do to remove a dependent. But there are just a few more things to do.

utterance: Alright.

utterance: There will not be a change in your payment schedule, however, we will need to re-confirm your payment date.

utterance: Mhm.

utterance: So, your new date will change to today, since that was when you removed your dependent.

utterance: Got it. And is there anything else I need to do?

utterance: No sir, you should receive a confirmation email message with your updated information, and new payment data.

utterance: I see.

utterance: Alright great, now is there anything else I can do for you today sir?

utterance: no, I don't think so.

utterance: Excellent, and one last thing, After this call ends, there will be a request for rating my service. Please press a number from one to five to rate your satisfaction.

utterance: Alright, will do.

utterance: Great, well sir, thanks for your time, and if you have any other questions feel free to give me a call.

utterance: Okay, I will.

utterance: Have a great day.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

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

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

utterance: Yes I do.

utterance: Okay hold on a second.

utterance: Mhm.

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

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

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

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

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

utterance: My name is Mason Rych.

utterance: Thank you sir, Mason Rych... Just to confirm, that's m.a.s.o.n. r.i.c.h.?

utterance: No, it's r.y.c.h.

utterance: Got it, r.y.c.h.

utterance: Correct.

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

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

utterance: Gotcha.

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

utterance: Sure, let me just see here.

utterance: Okay.

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

utterance: Alright, which are those?

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

utterance: I see.

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

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

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

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

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

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

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

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

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

utterance: Okay great. Thanks for your help.

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

utterance: Yes, let's do it.

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

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

utterance: Just some basic stuff sir, about your apartment address and total amount that will be insured.

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

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

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

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

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

utterance: Got it. Now what is the name of your apartment complex?

utterance: Riverside apartments.

utterance: Okay, and what is your fax number?

utterance: Let's see, I need to check that.

utterance: Okay.

utterance: So, it's three four one three oh oh two six.

utterance: Alright got it. And what is the property here?

utterance: It's a two bedroom apartment.

utterance: Okay, and the total value of goods that will be insured?

utterance: it should be about eighty thousand dollars worth.

utterance: Alright, got it in the system. Now you have two options of policy, the Renters Basic policy which is two hundred dollars per year, and the Renters Preferred policy which is three hundred dollars per year.

utterance: What's the difference?

utterance: So, the preferred policy offers a higher level of coverage.

utterance: Okay, how much?

utterance: Let me see here.

utterance: Alright.

utterance: Okay, so the basic policy only covers fifty thousand dollars worth of goods.

utterance: So I guess I'll go with the preferred policy.

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

utterance: Alright.

utterance: Which do you prefer? Phone or email?

utterance: let's go with email.

utterance: Okay, when you're ready.

utterance: It's Mason at gmail dot com.

utterance: Alright, got it in the system.

utterance: Perfect.

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

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

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

utterance: Yes, likewise.

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

utterance: Alright will do.

utterance: Okay, talk to you later, Mason.

utterance: Bye.


utterance: Hi, Mark, this is John with Rivertown Insurance, I received an email from you saying you wanted to cancel your homeowner policy. #Um, is that still the case?

utterance: Oh, yeah, it is. I also wanted to see if I can get some more information about your automotive policies.

utterance: Okay, so I will need some information from you, and we can go ahead and get that process started for you.

utterance: Okay, great.

utterance: Okay, hold on a second...

utterance: Alright.

utterance: So just to confirm, the name I have in your account is Mark Joines, correct?

utterance: Yes, my name is Mark Joines.

utterance: Thank you sir, so that's m.a.r.k. j.o.n.e.s?

utterance: No, it's j.o.i.n.e.s.

utterance: Got it, j.o.i.n.e.s. Next can I get your date of birth and account number?

utterance: Okay.

utterance: Alright, go ahead.

utterance: Yeah my date of birth is September fourteen, nineteen eight two.

utterance: Okay so I have September fourteen, nineteen eight two, is that right?

utterance: Correct, and my account number is either oh oh two two or hold on.

utterance: It should be an eight-digit number, starting with a four or a five.

utterance: Okay, then it's either four oh oh oh one two four one or five oh oh oh one two four one, I'm not sure which one though.

utterance: Let me check here.

utterance: Mhm.

utterance: So, I'm not, seeing any results pop up. Do you happen to remember the answer to your security question?

utterance: #Uh what is the question?

utterance: The question is, what was the make and model of your first car?

utterance: Okay try Dodge Durango.

utterance: I'm sorry sir, that didn't work either.

utterance: What the heck! Why isn't anything working?

utterance: Sorry sir, it says first car, so maybe try a car.

utterance: #Hm, I guess it could be Toyota Corolla.

utterance: Okay great, let me see here yep, that worked.

utterance: Cool.

utterance: Alright, so I see here that, you have a couple of plans here, and you want to cancel your homeowner policy, and discuss a new automotive policy correct?

utterance: Right well I'd at least like to hear about my options for the automotive policies. #Um, that's it though.

utterance: Got it, so.

utterance: How much is it going to cost me to to cancel my policy? Do I have to do anything?

utterance: So, there's actually no fee for cancelling, since you have other policies with us. #Um, all we ask is that you fill out a survey for the reason you left.

utterance: Okay, and can I cancel this policy on my own?

utterance: Unfortunately, you can't sir. We have to do it together over the phone.

utterance: Okay.

utterance: So let me just initiate this Alright, so I need verbal confirmation that you are wanting to cancel your homeowner's policy.

utterance: I confirm.

utterance: Great, and then can you also state your name and the date please?

utterance: Yeah, my name is Mark Joines, and the date is October the tenth, twenty twenty one.

utterance: Alright, you have successfully cancelled your homeowner's policy.

utterance: Great.

utterance: I will go ahead, and send that survey over to you then. Please complete it, within seven business days.

utterance: Okay, I will.

utterance: Great. Now, the other thing you wanted to do was to discuss a new automotive policy? What are you looking for in a policy?

utterance: Yeah, so my wife actually just purchased a new car, and I was wondering I guess what the policies you offer are. Because I know we had a policy for her old car, but it wasn't very good.

utterance: Got it, and if I may ask, what kind of car did she just get?

utterance: It's an Audi Asix.

utterance: Okay, one second here.

utterance: Mhm.

utterance: So there are a couple of options we have for that make and model. Would you like me to go over those with you?

utterance: Sure.

utterance: Alright, so the three policies are our Basic Auto policy which is one thousand dollars per year, the Preferred Auto which is fifteen hundred dollars per year, and the Complete Auto is two thousand dollars per year.

utterance: I see. What are the differences between those policies?

utterance: There are, a few differences, but I can send you a brochure that will probably explain it better than me.

utterance: Sure, that would be great.

utterance: Perfect, so what would be a good email address to send that to? Right now I have Mark Joines at gmail dot com, does that still work for you?

utterance: Yes, that works.

utterance: Alright, I will send that over for you.

utterance: Great, and what do I need to do, once my wife and I make a decision?

utterance: So, you can either give me a call, or submit a request on our company's website.

utterance: Got it, and what is your number?

utterance: My number is three oh one oh two two oh oh five nine.

utterance: Got it, and I can just call you to make that purchase when we're ready?

utterance: Great, feel free to give me a call at anytime, I'm happy to walk you through any questions you may have.

utterance: Alright, thanks so much.

utterance: Of course, is there anything else you would like to discuss today?

utterance: Nope, I don't think so. Do you have any plans for the rest of the day?

utterance: #Hm, not really, I think I'll just stay at home. How about you?

utterance: [Laughter] probably not, I'll just watch some football I think.

utterance: [Laughter] sounds like a good time to me!

utterance: [Laughter] yeah it should be a good time.

utterance: Alright, well it was nice talking with you Mark, and remember, feel free to reach out if you have any questions for me.

utterance: [Laughter] Likewise, and yeah I should probably get going.

utterance: Alright, thanks for your time today.

utterance: Yes, thank you for your help.

utterance: Have a good time watching the football game.

utterance: Will do, John, have a good day, bye bye.

utterance: Bye.


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

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

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

utterance: Yes I do.

utterance: Okay hold on a second.

utterance: Mhm.

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

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

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

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

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

utterance: My name is James Wynter.

utterance: Thank you sir, James Wynter... Just to confirm, that's j.a.m.e.s. w.i.n.t.e.r.?

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

utterance: Got it, w.y.n.t.e.r.

utterance: Correct.

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

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

utterance: Gotcha.

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

utterance: Sure, let me just see here.

utterance: Okay.

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

utterance: Alright, which are those?

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

utterance: I see.

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

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

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

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

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

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

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

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

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

utterance: Okay great. Thanks for your help.

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

utterance: Yes, let's do it.

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

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

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

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

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

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

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

utterance: Sure, state is California, zip code is one two one two eight.

utterance: Actually sir, I don't need an address.

utterance: Oh, okay, and then date of birth is October the fifth, nineteen sixty two.

utterance: Great, next I'll need to ask you some questions about your overall health. What is your gender?

utterance: Male.

utterance: Alright, and are you a tobacco user?

utterance: I use it occasionally.

utterance: Okay, I'll just enter you as an occasional user.

utterance: Perfect.

utterance: Alright, next question, what is your height and weight?

utterance: My height is five foot eight inches.

utterance: And weight?

utterance: Weight is well I'm not quite sure.

utterance: An approximate value is fine.

utterance: Okay, about one hundred and eighty pounds.

utterance: Got it, next is health category.

utterance: what are my options?

utterance: let me see here.

utterance: Okay.

utterance: So there's healthy, moderately healthy, and unhealthy.

utterance: let's go with moderately healthy.

utterance: Alright, and do you currently have any preexisting surgeries?

utterance: yes, I have asthma.

utterance: Okay, and anything else?

utterance: Nope, that's it.

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

utterance: Okay.

utterance: our Basic Auto policy is one thousand dollars per year, the Preferred Auto is fifteen hundred dollars per year, and the Complete Auto is two thousand dollars per year.

utterance: I see, and which would you recommend?

utterance: Well, we usually recommend the complete auto policy for individuals at high risk. do you have any children?

utterance: No, I don't.

utterance: Okay, then, in that case, I think the preferred auto is a great choice.

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

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

utterance: Alright.

utterance: Which do you prefer? Phone or email?

utterance: let's go with email.

utterance: Okay, when you're ready.

utterance: It's James at gmail dot com.

utterance: Alright, got it in the system.

utterance: Perfect.

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

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

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

utterance: Yes, likewise.

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

utterance: Alright will do.

utterance: Okay, talk to you later, James.

utterance: Bye.


utterance: Hi this is Ann calling from Bloomington insurance is Ken available?

utterance: Yes this is Ken.

utterance: Hi Ken I was returning your call it looks like you want to pay a bill?

utterance: Yes my policy number is six four three one one two eight

utterance: Thank you. What is the bill ID number?

utterance: Six one seven three three two six

utterance: And Ken can I have you verify your last name?

utterance: Charles.

utterance: Thank you and I will also need you to verify your date of birth.

utterance: July fourth nineteen fifty.

utterance: Thank you. It looks like the bill that goes with this ID number is seventy seven dollars and thirty two cents?

utterance: Yes correct.

utterance: This went through March one three th through April one two th correct?

utterance: Yes.

utterance: Ok and how would you like to pay this bill?

utterance: A credit card please.

utterance: Alright let me pull that up. Alright what is the credit card number?

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

utterance: Okay that was four four nine two three zero zero four six two three three one four zero zero.

utterance: Yes correct.

utterance: And what is the expiration date?

utterance: June of twenty twenty three.

utterance: And what is the CVV code on the back?

utterance: Two seven seven.

utterance: Alright so I am processing that now.

utterance: Thank you. Is there an easier way I can do this in the future without having to call?

utterance: Yes you can do this on our website all you have to do is type in the link on the invoice. Or I can set this up for automatic payment. Would you like to set that up today?

utterance: No that is fine I will get that set up one day.

utterance: Perfect. So you should receive a confirmation of payment to your email on file.

utterance: Ok.

utterance: I just want to verify your email is kencharles zero zero four at hotmail dot com.

utterance: Yes that is correct.

utterance: Just as a reminder it looks like your next bill is going to be due on May twenty sixth.

utterance: Thank you. I am sure I will still give you a call.

utterance: Perfect we love hearing from you Ken.

utterance: I like calling .

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

utterance: So my bill is all paid?

utterance: Yes as of today you are all caught up on everything.

utterance: Ok.

utterance: Anything else you can think of?

utterance: No, but it is almost five do they let you off early before the weekend?

utterance: Yes they do. Once five comes around we are all done for the day.

utterance: Are you doing anything fun this weekend.

utterance: No just relaxing!

utterance: Sounds fun.

utterance: How about you Ken anything on your plan list?

utterance: Well it is my daughters birthday, so we will be spending time with her and her family.

utterance: Well Ken I hope you have a really good time this weekend.

utterance: Thank you. You as well.

utterance: Do you have any last minute questions for me?

utterance: No I don't.

utterance: Ok well like always I look forward to talking to you next month. But if you have any questions before then always feel free to give me a call.

utterance: Will do thank you Ann.

utterance: Bye Ken.

utterance: Bye.


utterance: Hi, Steve, this is Joe with Rivertown Insurance, I saw you filled out an inquiry form on our, let me see here, our, automotive policy, and wanted to follow up and see if you are still interested.

utterance: Oh, yeah, I am what do I need to do to enroll? Can you help me with that?

utterance: I sure can. Let's see, so do you have an existing policy with us currently?

utterance: I'm not sure.

utterance: Okay.

utterance: hold on a second.

utterance: No rush.

utterance: I might have deleted it maybe.

utterance: I can look that up for you if that would be easier?

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

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

utterance: My name is Steve Smyth.

utterance: Thank you sir, Steve Smith, Karter... Just to confirm, that's s.t.e.v.e. s.m.i.t.h.?

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

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

utterance: Correct.

utterance: So, Steve, I'm looking here, and it does not appear that you don't have an existing policy with us.

utterance: Okay.

utterance: Can we, go ahead and get an account for you set up today then?

utterance: maybe, can you tell me more about setting up an account?

utterance: Sure, so I just need to collect some information.

utterance: What kind of information?

utterance: Pretty generic stuff, phone number, email, that kind of thing.

utterance: Okay and what is the cost?

utterance: Actually Steve, setting the account is free, we have a system called S.I.M. that allows you to self-select any policy you want directly from your account.

utterance: I see.

utterance: So once you have an account, you can enroll yourself and other people who like your family from that portal.

utterance: Mhm.

utterance: So, does that sound good, can we go ahead and get that account set up?

utterance: #Um sure, yeah I think that should work.

utterance: Okay great, so let me see here the first thing I'll need is a good phone number for you.

utterance: oh three three four four four six seven seven six.

utterance: So I have oh three three four four four six seven seven six, is that correct?

utterance: Uh huh.

utterance: Next, I need a security question, you have a couple of options here, the name of your first grade teacher? Your mother's maiden name? Your.

utterance: I'll do mother's maiden name.

utterance: Okay.

utterance: It's Jones j.o.n.e.s.

utterance: Got it, next I need your date of birth. One sec.

utterance: Okay.

utterance: Alright, go ahead.

utterance: Yeah my date of birth is October the tenth, nineteen fifty two.

utterance: Okay so I have October the tenth, nineteen fifty two, is that right?

utterance: Yep.

utterance: Great! Next, I'll need a street address and zipcode.

utterance: Sure, it is ten twenty Chicago Avenue, San Fransisco, California, zip code is one two one two eight.

utterance: Got it, and the last thing I need is a social security number.

utterance: Do I really need to give a social security number just to set up an account?

utterance: Your data will be secure in our I.M.S. sir, I promise you. We encrypt customer data extremely thoroughly.

utterance: Okay.

utterance: Please go ahead.

utterance: One sec I need to find.

utterance: Take your time.

utterance: It is six six five oh oh two one nine eight oh.

utterance: Just to confirm, that is six six five oh oh two one nine eight oh?

utterance: Correct.

utterance: Alright, so hold on your account has been successfully created Steve! Welcome to Rivertown Insurance.

utterance: Thanks, what else do I need to do now?

utterance: Now you are free to enroll in any policy of your liking. I can also take your credit card information now, if you don't want to enter it yourself.

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

utterance: And your expiration date?

utterance: September, twenty thirty.

utterance: Got it, and your CVV please?

utterance: Oh five two.

utterance: Alright Steve, your credit card info should be saved. One last thing would you like me to review our automotive policies with you?

utterance: I'm not sure, I need to leave pretty soon. My daughter has a soccer game.

utterance: Okay, there are only three options, so I can go over them quickly.

utterance: Fine.

utterance: The three policies are our Basic Auto policy which is one thousand dollars per year, the Preferred Auto which is fifteen hundred dollars per year, and the Complete Auto is two thousand dollars per year.

utterance: Okay, mmm.

utterance: If you don't have time now, I understand.

utterance: [Laughter] alright, yeah I should probably get going.

utterance: Alright Steve thanks for your time today.

utterance: Yes, thank you for your help.

utterance: I hope everything we went over today makes sense?

utterance: #Um yeah, I think I should be good.

utterance: Great, and if you have any questions, please give me a call back on my cell. My number is three oh one two one two oh oh five nine.

utterance: Okay, got it, three oh one two one two oh oh five nine?

utterance: Yes, that's correct.

utterance: Great.

utterance: How old is your daughter? I have a three-year old.

utterance: #Um Mine is four.

utterance: What a great age, they get old so fast don't they?

utterance: Yes they do, time sure flies.

utterance: It sure does.

utterance: Alright, thanks again Joe.

utterance: Of course, and one last thing, After this call ends, there will be a request for rating my service. Please press a number from one to five to rate your satisfaction.

utterance: Okay, I will.

utterance: Alright Steve, have fun at your daughter's game.

utterance: Talk to you soon, bye.


utterance: Hi, Rich, this is Dave with Rivertown Insurance, how are you today?

utterance: Hey Dave, I'm doing fine, how are you?

utterance: Doing pretty well. I saw that you put in a request on our website, correct?

utterance: Yeah, I did.

utterance: Okay, and can you remind me what that request was again?

utterance: Sure, so I'm planning on purchasing a new car, but in order to do that, I need to present proof of insurance to the dealership.

utterance: Understood. I can definitely help you out with that. #Um so one second here.

utterance: Great.

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

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

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

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

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

utterance: My name is Rich Smyth.

utterance: Thank you sir, Rich Smith? S.m.i.t.h.?

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

utterance: Got it. S.m.y.t.h.

utterance: Correct.

utterance: So, Rich, I'm looking here, and it appears like you have a few policies with us. does that seem correct to you?

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

utterance: Gotcha.

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

utterance: Sure, let me just see here.

utterance: Okay.

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

utterance: Alright, which are those?

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

utterance: Great.

utterance: Alright Rich, so in order to get you proof of insurance, I'm going to need your policy number next.

utterance: Correct, and my account number is either oh oh two two or hold on.

utterance: It should be an eight-digit number, starting with a four or a five.

utterance: Okay, then it's either four oh oh oh one two four one or five oh oh oh one two four one, I'm not sure which one though.

utterance: Let me check here.

utterance: Mhm.

utterance: So, I'm not, seeing any results pop up. Do you happen to remember the answer to your security question?

utterance: #Uh what is the question?

utterance: The question is, what was the make and model of your first car?

utterance: Okay try Dodge Durango.

utterance: I'm sorry sir, that didn't work either.

utterance: What the heck! Why isn't anything working?

utterance: Sorry sir, it says first car, so maybe try a car.

utterance: #Hm, I guess it could be Toyota Corolla.

utterance: Okay great, let me see here yep, that worked.

utterance: Cool.

utterance: Alright, so I assume you want proof of your automotive policy, right?

utterance: Correct.

utterance: So let me just initiate this Alright, so I need verbal confirmation that you are wanting to cancel your homeowner's policy.

utterance: I confirm.

utterance: Great, and then can you also state your name, the date, and your social security number, please?

utterance: Yeah, my name is Rich Smyth, and the date is October the tenth, twenty twenty one, and my social security number is one oh nine three four two one oh three.

utterance: Thank you for all of that sir.

utterance: Of course.

utterance: Now, there are a couple of things we need to discuss.

utterance: Okay.

utterance: so you have a couple of options of proof delivery.

utterance: Mhm okay.

utterance: Delivery can be either physical or digital.

utterance: what are the differences?

utterance: So, you'll get the proof either way, the main difference is just how long it takes.

utterance: Okay.

utterance: Digital delivery is instantaneous.

utterance: And what about physical delivery?

utterance: Yeah, so physical delivery will take three to five business days.

utterance: I see.

utterance: Do you think you have a preference for one over the other?

utterance: #Um, no, not really. what will be the cost for both options?

utterance: So, there's no difference in price. our firm will handle shipping for you.

utterance: Okay, in that case, I think I'd prefer the physical option then.

utterance: Alright great, and I'll just need an email from you, to provide a tracking number.

utterance: Sure, it's R dot S at gmail dot com.

utterance: Alright, got it. Now we just need to wait for that to process.

utterance: Okay.

utterance: In the meantime sir, after this call ends, there will be a request for rating my service. Please press a number from one to five to rate your satisfaction.

utterance: Alright, will do.

utterance: Great, I appreciate it.

utterance: Of course.

utterance: Now, let me see here Your tracking number is oh oh oh oh oh oh two one nine eight six.

utterance: Alright got it.

utterance: Great, well sir, thanks for your time, you should receive that package in three to five business days. If you have any other questions feel free to give me a call.

utterance: Okay, I will.

utterance: Have a great day.

utterance: Bye.


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

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

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

utterance: Yes I do.

utterance: Okay hold on a second.

utterance: Mhm.

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

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

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

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

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

utterance: My name is Stan Kubryck.

utterance: Thank you sir, Stan Kubryck... Just to confirm, that's S.T.A.N. K.U.B.R.I.C.K..?

utterance: No, it's K.u.b.r.y.c.k.

utterance: Got it, k.u.b.r.y.c.k.

utterance: Correct.

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

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

utterance: Gotcha.

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

utterance: Sure, let me just see here.

utterance: Okay.

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

utterance: Alright, which are those?

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

utterance: I see.

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

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

utterance: Let's see So currently you have our universal life insurance policy which is twelve hundred dollars per year.

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

utterance: Yeah, absolutely, our term life insurance policy is five hundred dollars per year.

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

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

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

utterance: Alright, let me just Okay, you are successfully enrolled in the term life insurance policy now.

utterance: Okay great. Thanks for your help.

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

utterance: Yes, let's do it.

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

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

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

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

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

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

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

utterance: Sure, state is Massachusetts, zip code is one two one two eight.

utterance: Actually sir, I don't need an address.

utterance: Oh, okay, and then date of birth is October the fifth, nineteen sixty two.

utterance: Got it. Next, I'll need some information about your pet.

utterance: Alright.

utterance: What pet do you have?

utterance: Well I have a dog right now.

utterance: And, are you aware of what breed your dog is?

utterance: It's a yellow labrador retriever.

utterance: Okay, and what age is your dog?

utterance: It's three years old.

utterance: And weight?

utterance: Weight is well I'm not quite sure.

utterance: An approximate value is fine.

utterance: Okay, about eighty pounds.

utterance: Got it. Alright, now there are a few options of policy. The Petcare Basic Policy is five hundred dollars per year, and the Petcare Preferred plan is one thousand dollars per year.

utterance: #Hm, what is the difference between them?

utterance: Well, the preferred plan will let me see here.

utterance: Okay.

utterance: So, with the preferred plan, you will get a higher coverage level, and also faster customer service.

utterance: Got it. I think I'll go with the Petcare Basic Policy then.

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

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

utterance: Alright, great to hear. You know, I've thinking about getting a new dog. Does yours shed a lot?

utterance: No, not too bad.

utterance: Gotcha. That's a big deal for my wife.

utterance: I understand that, yeah, our dog really doesn't shed too much.

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

utterance: Yes, likewise.

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

utterance: Alright will do.

utterance: Okay, talk to you later, James.

utterance: Bye.


utterance: Good morning and thanks for calling Rivertown Insurance. This is Jack.

utterance: #Ah, hello?

utterance: Hi. How may I help you?

utterance: I was-I was just wondering. If it was possible. #Um, I'd like to get a homeowner's quote?

utterance: I can help you with that, sir.

utterance: Now, before we get going.

utterance: Yes?

utterance: I'm not going to give you any of my information?

utterance: Your information?

utterance: Yes. No last name, no social security, no nothing. I just want a quote. I don't want to give you my phone number-.

utterance: #Oh, I understand sir.

utterance: I don't want to be put on any list. I don't want people calling me afterwards and bullying me to buy their insurance-.

utterance: I-I understand, sir. I can give you a basic quote on insurance, sure. No calls or anything. I won't even ask your name if you're not comfortable.

utterance: Because I'm having a problem with the spam.

utterance: I understand, sir.

utterance: I received three calls-three calls about a car I thought about buying the other day. I wasn't even looking in earnest! I was just, you know, checking things out.

utterance: Yeah, just keeping an eye out.

utterance: Exactly! And now my phone just rings and rings. Well, it doesn't ring, but it plays some song that came with it. Over and over again. Driving me crazy.

utterance: I bet. That's, frustrating.

utterance: I tried blocking them, but somehow they have two lines and just tried with a different number! Tried to shave a hundred dollars off the price if I came back in. Why not just give me the price it's worth? Why?

utterance: No, no. I hear you. Just offer the price and no haggling, right?

utterance: Right! And so before we start, talking insurance. I've gotta know. Are you going to harrass me?

utterance: No, sir. I can give you a basic quote, and you can choose to get more details at a later time. If you-if you want.

utterance: Okay, then. Give it to me.

utterance: The information?

utterance: Yes, whatever spiel you've got. Go for it.

utterance: Well, we offer three different tiers of homeowner's insurance. You buy, not rent?

utterance: That's right. We aren't renters. Thank goodness.

utterance: Okay. #Um, so there's three types that we offer-.

utterance: Uh-huh.

utterance: Basic Home, Home Preferred, and Home Complete.

utterance: Okay. Well, that tells me nothing. What's the difference.

utterance: Yes, I can go into some detail there, sir.

utterance: Okay. That'd be nice.

utterance: So, as you probably already know, since you have a home-.

utterance: Uh-huh.

utterance: #Um, so all of our policies cover, damage to the exterior and interior of the house-.

utterance: Yeah.

utterance: And just listing the things here so I don't miss anything-.

utterance: Yep, go right ahead.

utterance: Liability for if anyone is harmed on your property-.

utterance: Now what?

utterance: So, like, if kid is walking on your fence-.

utterance: Uh-huh.

utterance: And falls off into your rose bush. He could -his parents could try suing you-.

utterance: For my rose bush?

utterance: Maybe a better example would be if someone slipped on your driveway?

utterance: Oh. Never thought about that. They could sue?

utterance: Yes, sir. Sadly, I've seen it happen.

utterance: Okay. Well, glad that all the rates cover that.

utterance: Yes. So the main difference between our rates are how you are paid if there's any problems.

utterance: So, what's the difference?

utterance: Our Basic Home covers what they call actual cash value? That means we pay what item are after their, depreciation.

utterance: Cause it's old stuff?

utterance: Exactly. Like a fifteen year old couch won't be replaced at the same amount as a new couch.

utterance: Well, that's common sense.

utterance: And our Home Preferred plan would pay the actual cost of damage to your home or items without the depreciation.

utterance: Oh!

utterance: So you'd be able to rebuild your home and belongings at the actual price you had insured them for.

utterance: Oh. Yeah. That one sounds good.

utterance: Yes, it's great coverage, sir.

utterance: And there's still a last one?

utterance: Yes. So our last offering, Home Complete-.

utterance: Yeah, that sounds good.

utterance: Our Home Complete covers the cost of your home even if it exceeds what you initially quoted it for.

utterance: I don't understand-.

utterance: So, let's say it cost two-hundred thousand to build your home.

utterance: Seems fair.

utterance: And it burnt down.

utterance: Okay.

utterance: But now, say, the price of lumber went up? So if we used the same amount of money it took to build it initially-.

utterance: It wouldn't be enough.

utterance: Exactly. Home complete covers the property with up to a twenty five percent of the limit.

utterance: Oh. Wow. I bet that one's expensive.

utterance: Well, I think you'd find our policies very competitive. Especially if you ultimately decide to bundle your auto with us.

utterance: Huh. Already have auto with you.

utterance: Well, you're looking at a ten percent savings annually if you choose your auto and home insurance with us.

utterance: Huh. Well, let's talk numbers.

utterance: Sure, sure. Are you sure you don't want to pull up your account and take a look-.

utterance: No. I told you-no calling. Don't you call me.

utterance: Oh no! I won't be calling you, sir. I just thought-.

utterance: I just ant to hear some numbers. Need to run everything past the wife.

utterance: Understood. Okay, so our Basic Home policy costs twelve-hundred a year-.

utterance: Uh-huh.

utterance: Our Home Preferred-.

utterance: That's the one where it doesn't discount it being old, right?

utterance: That's right. Depreciation isn't figured in when it comes to replacement.

utterance: So what's that one?

utterance: Our Home Preferred is sixteen-hundred a year.

utterance: Hm. So, only a four hundred dollar difference?

utterance: That's right, sir.

utterance: And that last one?

utterance: Home Complete is two-thousand annually.

utterance: Huh. Well. I mean, that's not too bad.

utterance: #Um, so, I guess you'll be talking to your wife? Remember that we can bill monthly, bi-annually or annually-.

utterance: Yeah, yeah. I get all that. Okay. Gotta go. Thanks for the info.

utterance: Thank you for calling Rivertown Insurance. Please don't hesitate to call back if, -.

utterance: Yeah, yeah. If we decide to do it I'll give you a ring. Good day for now.

utterance: Thanks for calling, sir.

utterance: Yep.


utterance: Good morning, Thank you for calling Rivertown Insurance. Jessica speaking, how may I help you?

utterance: Hello, Jessica, this is Dan McLam. I was wondering if you could fill me in on some things.

utterance: I would be happy to help, mister McLam! What information are you-are you looking for?

utterance: Just Dan. Just call me Dan. .

utterance: Okay, how can I assist, Dan?

utterance: I was just sitting here with my cat, Lucy. And I just saw this commercial for pet insurance?

utterance: Yes.

utterance: And I was wondering, how does that all work? Aren't we, Lucy? We're just sitting here wondering.

utterance: I'm happy to answer your questions, Dan! We are often known for offering Home, Auto and Life insurance, but not many people know that we also offer pet insurance.

utterance: Uh-huh.

utterance: So, the way our pet insurance policies work is that we offer two different plans.

utterance: Uh-huh.

utterance: We offer Pet Basic, which covers a yearly general check-up, and has a two-hundred fifty dollar deductible for non-emergency procedures.

utterance: Like, shots?

utterance: Yes, vaccinations, teeth cleaning-.

utterance: Oh! Teeth cleaning!

utterance: Nail trimming, blood work, those kind of things.

utterance: Okay. So I have to pay two hundred and fifty dollars then all of that is-is paid for?

utterance: #Um, well, you pay the low cost of five hundred a year-.

utterance: #Uh-huh.

utterance: And then after you meet your deductible the insurance kicks in and you only pay a co-pay of thirty five dollars for all non-emergency procedures.

utterance: Well, what about the emergency ones? That's what Lucy and I want to know .

utterance: #Um, well, for that Dan we have our Pet Preferred plan which provides that same coverage as Pet Basic with the exception that, you have a five hundred dollar yearly deductible.

utterance: Uh-huh.

utterance: But it also covers emergency services up to seventy-five percent after meeting the deductible.

utterance: And also that one's five hundred a year too?

utterance: #Um, no. Pet preferred is actually one thousand dollars a calendar year.

utterance: So, Jessica, you're saying that after fifteen hundred dollars the insurance will start paying?

utterance: Our plans are competitive with other-.

utterance: Oh, no! I don't think that's a bad deal! I mean, my Lucy here is an outdoor cat sometimes? I mean, she's in here-she's in here with me almost constantly, but she likes to go outside in the mornings and evenings, don't ya sis?

utterance: Uh-huh.

utterance: And, well, she's a domestic long-haired they say, but I think she's got some Norweigan Forest in her. Real pretty fur. #Uh, really long, and well, just two weeks ago-.

utterance: Uh-huh.

utterance: I hear this meowing, and I look outside and I could have just fainted!

utterance: Oh no!

utterance: Yeah, my Lucy had wandered into, I don't know, a field or something and was just covered-just COVERED with those burrs. You know what I mean? Those burrs that stick on your socks when your walking in, like, a field?

utterance: Oh, yeah. I know what you mean. I'm really sorry to hear-.

utterance: And you'd think you could just brush them out, but you'd be wrong. Oh, my girl had them-just-just-everywhere. And she was meowing up a storm. So I called Doctor Jacob, our vet, and he says, Dan, you're gonna have to bring her in. Those burrs can cause real problems if they got in her ears. So I tried looking in her ears, but I couldn't really see nothing.

utterance: Oh, wow. I'm sorry to hear that.

utterance: Yeah. And so she just keeps meowing, and I can tell she's hurting. And well, long story short, brought her in to Dr. Jacob and they ended up needing to seduce her- I mean, sedate her. And well, guess what they found in her ears? That doctor Jacob knows his stuff, that's for sure.

utterance: #Oh! Well, I'm glad to hear that Lucy is feeling better now-.

utterance: And that whole thing cost me five hundred dollars alone! What am I gonna do if she gets it in her head to go back to those burrs?

utterance: Well, I guess that's why getting pet insurance may be helpful in your situation.

utterance: She's only three years old. Who knows what else could happen?

utterance: #Um, if you'd like, Dan. We could get some information from you and start the insurance as soon as today.

utterance: Well, I-I don't know about that. I mean, will Doctor Jacob accept the insurance? I'll just have to ask him and maybe call back later.

utterance: I actually have a, tool here that searches veterinarians that accept our insurance.

utterance: Well, let's have a look, huh? #Um, look for Doctor Jacob in West Valley City, Utah.

utterance: Okay, one moment while the computer searches.

utterance: Okay, Jessica.

utterance: Alright, Dan. #Um, I don't see the doctors by name? But I have a list of Veterinarian clinics that accept Rivertown Pet Insurance. We have West Valley Veterinarian-.

utterance: Nope.

utterance: And Kennecott Veterinarian-.

utterance: Yeah! That's the one! Off of fifty six hundred West?

utterance: Yes, it says here fifty six twenty one West and three hundred South.

utterance: Well, Lucy, we've got a bingo.

utterance: So happy that it is working out, Dan! #Um, should we get you signed up?

utterance: Well, I think maybe we should just go ahead and do it. What do you think, Lucy? Oh she's up and gone adventuring.

utterance: Great! Okay, so I just need to navigate to the new client screen, and, what's your full name again, Dan?

utterance: It's Dan McLam. Big M, little c, big L, a-m.

utterance: Okay, great. Got it. And what's your address?

utterance: Sixty ninety eight Trowbridge Way. That's in Kearns, Utah. Eight four one, one eight.

utterance: Great! Okay, and what is the best number to reach you at, Dan?

utterance: That would be, my cell number.

utterance: Uh-huh.

utterance: And that would be eight-zero-one-nine-nine-nine-eight-seven-four-two.

utterance: Okay, great. So, I'm going to, read it back to you. Eight-zero-one-.

utterance: Uh-huh.

utterance: Nine-nine-nine-eight-.

utterance: Yep.

utterance: seven-four-two.

utterance: You've got it, Jessica! .

utterance: Great! Thanks, Dan. Okay, then. We now just need your social security number for the account. Are you ready?

utterance: #Uh, yep. Well, we're doing this, aren't we? .

utterance: Whenever you're ready.

utterance: Okay, well, it's five-five-five-two-two-five-five-seven-three. You wanna read it back to me?

utterance: #Um, sure. Five-five-five-.

utterance: Uh-huh.

utterance: Two-two-.

utterance: Yep.

utterance: Five-five-seven-three.

utterance: Yep, that's it.

utterance: Great! One moment while the computer generates a policy number for you, Dan.

utterance: Will you need Lucy's name and, uh, birth too?

utterance: #Um, no. You will be receiving some paperwork for Lucy as well as insurance information and cards within five business days.

utterance: Well, what if she wanders into the burrs before then? You never know about Lucy!

utterance: If you have any need before the papers arrive just call back at this number and someone will be happy to help.

utterance: Do you have a direct number Jessica, I really enjoyed your help today.

utterance: Well, I appreciate that Dan! You have been great to chat with as well. I don't have a private number, I'm just here with the other incoming call employees.

utterance: Well, I guess I'll just keep my fingers crossed that Lucy don't have no problems.

utterance: I will as well, Dan.

utterance: Well, thank you for all your help. #Um, so you said five business days, about?

utterance: Yes, It's typically there five to seven business days.

utterance: Alright then. Well, thanks again, Jessica.

utterance: Thank you for calling Rivertown Insurance. Have a great day!

utterance: Mhm. Bye now.


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

utterance: #Uh hello? This is Debra Marsh. I'm calling to call about this paper I received.

utterance: Okay? Did you get something in the mail, missus Marsh?

utterance: Yes, yes. It's about life insurance? I have auto and home polcies with Rivertown, and this paper says you also offer life insurance?

utterance: Yes, ma'am! I would be happy to look over your account and help you decide on a life insurance policy that fits your needs best.

utterance: Well, according to this paper you offer three different types?

utterance: That's correct, missus Marsh. Could I get a birthdate from you real quick and we can look up your account?

utterance: Well, first I have a few questions about the life insurance.

utterance: Oh, sure. No problem.

utterance: It says here, there are three different policies.

utterance: That's correct, ma'am.

utterance: That that there's the term insurance and there's the whole life insurance.

utterance: That's correct, missus Marsh-.

utterance: And I want to know what the time difference is between the two.

utterance: Well, term insurance will only be for whatever number set of years your choose for it.

utterance: Oh?

utterance: We offer five years, ten years, fifteen year, twenty years-.

utterance: And I guess what I need?

utterance: #Um, yeah, you pick which interval best works for you.

utterance: What if I pick the fifteen years but I outlive it! .

utterance: With term insurance you receive the non-taxable amount you paid back. You then could use that money in a new policy, if you wish at that time.

utterance: So it only pays if I pass within that time frame, correct?

utterance: That's correct, missus Marsh. May I get your birthdate and we can see if there's a plan that works for you?

utterance: The term insurance is just so affordable!

utterance: Yes, it runs about three hundred dollars a year, which is very competitive for the coverage it offers.

utterance: Do, medical conditions influence it?

utterance: Some pre-existing conditions will come with extra fees, naturally.

utterance: Oh, yes. Of course. Naturally.

utterance: But I'd be happy to go over in more detail some aspects of our three life insurance policies.

utterance: No, no. That won't be necessary. You've already been so helpful. I'd need to talk to my husband about all of this first.

utterance: Oh, I understand.

utterance: I think he's the name on the policies anyhow.

utterance: We can check real quick?

utterance: Oh! What did you need? A birthday?

utterance: Yes, missus Marsh. Your birthday.

utterance: My birthday is April third, nineteen fifty-one.

utterance: And policy number?

utterance: Well, I think it's written right here.

utterance: Great.

utterance: Oh, no. This is just about the life insurance. This isn't the bill. Well, dear. I'm sorry, but I don't have that with me.

utterance: I can hold while you go get it. Or we could look up your policy using different information?

utterance: Well, what kind of other information would you need? I don't know where the bill is just right now.

utterance: We would just need a social security number, phone number and-.

utterance: Oh, no. No. I really don't have time for all that. I just wanted to know what happens if the term ends and I'm still kickin' .

utterance: I understand. If you decide you'd like to go more depth into pursuing a life insurance policy, or have any other questions, please don't hesitate to give us a call back.

utterance: Yes. I have my little paper here, so I'm going to keep reading and I'll talk to my husband when he gets home later.

utterance: Sounds good. Thank you so much for calling Rivertown Insurance. Have a wonderful rest of your day!

utterance: Oh, one more thing, dear.

utterance: Yes?

utterance: What hours are, are you open for calls?

utterance: Our customer service hours are Monday through Friday, eight in the morning to eight at night.

utterance: Oh, so no weekends?

utterance: No, ma'am. But our claims line is always open for any emergencies.

utterance: Oh, yes, yes. Good to know. Okay. Goodbye for now!

utterance: Thank you, and goodbye!


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

utterance: Hi there I need to change the payment info on my auto pay.

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

utterance: Great.

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

utterance: It's Rachel Hill.

utterance: Thank you, Rachel.

utterance: You're welcome.

utterance: Do you know your customer ID?

utterance: I think I have it on my last bill, hang on and let me check.

utterance: Take your time.

utterance: Okay I'm looking at the bill. Where would it be on here?

utterance: On your bill it should be an eight digit number in the top left corner.

utterance: Oh! I see it now. 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: Yes it's October thirteenth nineteen ninety two.

utterance: Great. Which policy were we wanting to update the automatic payment method for?

utterance: The auto policy.

utterance: Great. So I see here we have it currently set up to come out of your bank account ending in two three two two, is that correct?

utterance: Right so we need to change it I got a new bank account.

utterance: What is the new routing and account number that you want to change it to?

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

utterance: Mm-hmm.

utterance: The account number is two two two three seven six seven eight two.

utterance: Perfect. Give me just a moment to update that.

utterance: Okay.

utterance: So we have your email as Rachel Hill ninety two at hotmail dot com. Is that still a good email?

utterance: Yes that's good.

utterance: Okay, Rachel I've got a confirmation email sent to you showing the changes.

utterance: Thanks. Hey I've always wondered. Do I get any kind of discount for using automatic payments?

utterance: Actually you do get an auto pay discount! You should see that reflected in your bill.

utterance: Let me look just to make sure I'm getting it.

utterance: Of course, it should be in the billing details section.

utterance: Oh there it is. Thank you.

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

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

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

utterance: How long does it take I have to get back to work soon.

utterance: It shouldn't take more than like five minutes. It's only a few questions.

utterance: Okay that's fine.

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

utterance: Okay.

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

utterance: Hey before you go can you tell me if the next bill coming up will come out of the new bank account?

utterance: Yes actually it's effective today so your next bill will be updated.

utterance: And will it show me that in the email you sent me?

utterance: Yes all of the details are in the confirmation email.

utterance: Great.

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

utterance: No. That's it.

utterance: Okay. Don't forget to hold for the survey and enjoy your day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I recently filed for divorce and I need to remove my husband from my health insurance.

utterance: Okay I'm sorry to hear about that.

utterance: It's okay it was a long time coming.

utterance: I'm sure it's still hard though.

utterance: Sometimes it is but it's time to move on with life.

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

utterance: It's Katie Johnson.

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

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

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: It's January second nineteen seventy five.

utterance: Great and do you know the policy number for the policy we are wanting to remove him from?

utterance: Hang on and let me get my wallet. I don't know it off the top of my head.

utterance: That's okay. Take your time.

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

utterance: Great. And may I have his name?

utterance: It's John.

utterance: And his last name is the same as yours?

utterance: Yes.

utterance: Alright so just to confirm we are going to remove John from the plan effective immediately?

utterance: Yes.

utterance: Okay we have Katie underscore Johnson at gmail dot com as your email. Is that still correct?

utterance: Yes it is.

utterance: Okay, Katie I have gone ahead and sent you a confirmation of his removal. Can you verify that you've received it?

utterance: One second and let me get logged in.

utterance: No worries.

utterance: Yes it does look like I've received it.

utterance: Great.

utterance: Can I ask you what this will do to my premium?

utterance: Well since you're going from the individual plus spouse to the just individual your premiums will decrease by thirty six dollars per month.

utterance: And when will that happen?

utterance: It should be reflected in your next bill.

utterance: Okay.

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

utterance: Yes if I need to make any changes like this in the future can I do it online?

utterance: Yes you can manage dependents in your online portal.

utterance: Where is that at?

utterance: Once you log in it's in the upper left hand corner under profile settings.

utterance: Oh I see it now.

utterance: Yes ma'am. What else can I do for you?

utterance: That's all for today.

utterance: Great. There will be a brief survey at the end of this call to rate your experience today. Are you interested in participating?

utterance: Yes.

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

utterance: Okay.

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

utterance: You as well.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I'm trying to get a new apartment and they require proof of renter's insurance. Is there anyway I can get that sent to them.

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

utterance: Great.

utterance: What's your first and last name?

utterance: It's Rebecca Sanchez.

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

utterance: I think I might have it. Would it be on my bill?

utterance: Yes it would.

utterance: Great okay I have the bill here. Where is it on there?

utterance: It should be on the upper left hand corner and it should start with the number one.

utterance: Oh here it is. It's one two four seven six eight two one.

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: It's June third nineteen ninety four.

utterance: Great. Did you have any contact information for who you wanted it sent to?

utterance: Yes it's the rental office at a new apartment complex hang on and let me get the number. Do you need like the actual phone number or

utterance: Fax number if you want it faxed or email if you want it emailed.

utterance: Okay hang on.

utterance: Take your time.

utterance: The fax number to the leasing office is four five six

utterance: Mm-hmm.

utterance: Seven two three.

utterance: Okay.

utterance: Four five six nine.

utterance: Great. And does it need to go to the attention of anyone?

utterance: Yes it needs to go to Robert Sims.

utterance: Is that r. o. b. e. r. t.?

utterance: That's correct.

utterance: Okay I'll get that sent right over.

utterance: Great how long does it normally take for them to get it.

utterance: It shouldn't take more than an hour.

utterance: That seems like a while for a fax. .

utterance: Yeah it goes into a queue and then gets sent out based on what number request it is.

utterance: Oh that makes sense.

utterance: Exactly. Would you like a copy emailed to you as well just in case you need it again?

utterance: That would be great.

utterance: We have your email as lady love thirty two at gmail dot com. Is that still a good email?

utterance: It is, yes.

utterance: Great I've gone ahead and sent a copy to your email as well just in case.

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 everything

utterance: Okay

utterance: Wait no. Can you tell me when my next bill is due?

utterance: For just your rental policy?

utterance: Yes.

utterance: The next bill is due August fourth in the amount of thirty four dollars.

utterance: Awesome. Thank you.

utterance: You're welcome. Was there anything else?

utterance: No that's it for real this time.

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

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah. You guys are overbilling my account and I'm sick of it. You need to fix it.

utterance: I'm sorry to hear you're frustrated. I'd be more than happy to look into this for you.

utterance: Fine.

utterance: May I have your first and last name?

utterance: Yes. It's Jason Brown.

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

utterance: No. Do you think I'd take the time to memorize that?

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

utterance: Okay.

utterance: May I have your date of birth and phone number associated with the account?

utterance: It's five twenty nine nineteen eighty eight.

utterance: Mm-hmm.

utterance: And the phone number is eight five zero four four nine eight two three four.

utterance: Thank you for that information. May I have your social security number?

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

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

utterance: Yeah it's Jones.

utterance: Thank you. I do have your account pulled up here. You stated that we were overbilling?

utterance: Yeah. You guys have taken double payments two months in a row.

utterance: Okay. What type of policy is being over billed? I see you have life and auto with us.

utterance: It's the auto policy.

utterance: Thank you for that information.

utterance: You're welcome.

utterance: And just to confirm you were double charged in July and June?

utterance: Actually it was June and May. July hasn't come out yet.

utterance: Okay. What I will need to do is open a claim with our billing department so they can research the issue.

utterance: What? This is ridiculous. Why can't you just fix it?

utterance: I'm sorry sir. I can definitely understand your frustration. The billing department is going to be the best resource to solve the issue. We do not have as much access to systems as they do.

utterance: Fine.

utterance: So I have opened a case with them and let them know that you have been overbilled for the months of May and June and we would like to have it solved before your billing period in July. Is that correct?

utterance: Yes.

utterance: Great. I have the claim number whenever you are ready sir.

utterance: Fine. What is it?

utterance: One two three four five six seven eight.

utterance: Okay and how long until I hear from someone?

utterance: They usually respond the next business day sir.

utterance: Fine. Will they call me or email me?

utterance: Generally they contact you by phone unless you request otherwise.

utterance: Well I'd prefer them email me.

utterance: Okay sir. We have your email as Jason dot Brown at gmail dot com. Is that correct?

utterance: Yes.

utterance: I have updated the claim to show you prefer email as a contact method. You should be receiving a confirmation email shortly. Can you confirm that you got it?

utterance: Let me check.

utterance: Be sure to check your spam folder as well.

utterance: It's there. I got it.

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

utterance: No.

utterance: Okay. There will be a brief survey after the call to rate your experience today if you'd like to participate.

utterance: Sure.

utterance: The survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day sir. Goodbye.

utterance: Bye.


utterance: Rivertown Insurance this is Bryce, how can I help you?

utterance: Hi, I was calling cuz I needed to pay my bill. I bounced my auto pay, or whatever you call that to autopay.

utterance: Ok I can help you with that. I'll just need to verify your identity.

utterance: Of course, no problem.

utterance: Can I get your first and last name please?

utterance: Yeah, it's Mark Swanson. That's o. n. not e. n.

utterance: Uh-huh, and your date of birth please?

utterance: April Fool's Day in one nine eight zero .

utterance: No joke?

utterance: I can't believe it, but I haven't actually heard that one before!

utterance: Seriously?

utterance: Nah! Got you! everyone always replies with that.

utterance: That's a good way to deal with it instead of getting annoyed with people. Now if you wouldn't mind answering the security question for me?

utterance: Mother's maiden name, right?

utterance: Correct.

utterance: Thompson with an o. n. also.

utterance: Great. If you could just hold on a moment while I look at your account.

utterance: No prob.

utterance: Okay, yeah. I see here that you had an autopayment scheduled yesterday but there was insufficiant funds in the account.

utterance: Yeah, my paycheck was late due to the holiday and I forgot to call beforehand.

utterance: I see. Did you want to change the schedule date to a couple days later so that you're safe?

utterance: Nah! It only happens like once a year and if you guys don't take the money right away. well let's just say each day after payday is one day more likely that you won't get paid. Know what I mean?

utterance: I hear you. Alright then did you have a different card you were planning to pay with today, or?

utterance: Yeah, I'm going to pay it with my Mastercard please.

utterance: Alright and the sixteen digit card number?

utterance: Four, nine, two, one, three, seven, eight, two, nine, nine, oh, six.

utterance: And the expiration date?

utterance: March twenty twenty six. And the CVC is two, four, six.

utterance: Perfect. It looks like your total today including the five dollar late fee is going to be one seventy six, twenty three. Is that alright?

utterance: Yeah that's fine. Man, I gotta start remembering to call ahead of time!

utterance: You would definitley save some money if you did.

utterance: Well what would happen if I just canceled my autopay altogether and just called it in every month?

utterance: Well the potential amount in late fees you would pay drastically increases compared to how many months have holidays, but nothing other than that.

utterance: Crap, and I can't remember to call on time as it is already.

utterance: We could change the payment plan option that you're on if you'd like.

utterance: There are other options? I didn't know that.

utterance: Absolutely! We could switch you from monthly to four times a year.

utterance: uh huh, right go on.

utterance: While the total payment would go up you would only have to remember to call us four times a year. It's the plan that would have the least late fees with it if the customer were to be late every time.

utterance: Yay! That plan sounds taylor made for my scattered brains!

utterance: So mister Swanson, you would like me to cancel your automatic bill payment and then switch your payment options to quarterly is that correct?

utterance: If that means four times a year than, yeah.

utterance: It does indeed mean that. So your next payment due date is going to be, hold on here a sec.

utterance: Looks like it will be due on, you won't believe this, but on April Fools!

utterance: Serioulsy?

utterance: Nah! Got you back!

utterance: Good one!

utterance: Sorry I couldn't resist. Your first payment is going to be on January twenty-fifth with a total of two hundred and eight for that bill and then three more payments of the same amount. Assuming there's no late fees of course.

utterance: Of course.

utterance: I can schedule you for a reminder call about your upcoming bill or a text message if you'd prefer?

utterance: Oh, a text message would be dope dude!

utterance: Great. I've got your autobill pay canceled, your payments switched to quarterly with a reminder text being sent out two days before. Is there anything else I can do for you?

utterance: No you've been super great! Thanks so much for your help.

utterance: No problem, thank you for choosing Rivertown. Have a great day.

utterance: Bye.

utterance: Bye.


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

utterance: Hey there my name is Cindy Peebles and I have been a customer for years and I need to change my address and I've never had to do that before so I don't know how.

utterance: That's okay, Cindy. I'd be happy to help you with that.

utterance: Great.

utterance: Do you know your customer ID?

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

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

utterance: Okay great because I have no idea about that number. .

utterance: That's okay. Most people don't.

utterance: Oh I'm sure.

utterance: What's your social and date of birth?

utterance: Social is four two four three two four seven six eight

utterance: Mm-hmm.

utterance: Date of birth is June third nineteen eighty one.

utterance: Great. And what is the phone number associated with the account?

utterance: It's two five one three two four six eight two nine, or it may be two five one three two four six eight two two. I'm not sure.

utterance: I have the one that ends in six eight two two. Is that still the best number?

utterance: Yes.

utterance: Okay perfect. Now for security purposes can you verify your mother's maiden name?

utterance: Yes it's Lawson.

utterance: Thank you for that. So you were saying you wanted to change your address?

utterance: Yes.

utterance: Which policy would you like this to be effective on?

utterance: Just the auto policy. I already updated the others.

utterance: So your Complete Auto plan?

utterance: Yes.

utterance: Alright. That's not a problem. What was the old address on the account?

utterance: It was three two two Second Street New Orleans, Louisiana, three six seven eight eight.

utterance: Okay and what do we need to update it to?

utterance: Now it needs to be eight four four Garden Street

utterance: Is that still New Orleans?

utterance: Yes.

utterance: Okay I'm sorry. Continue.

utterance: The zip code now is three six seven nine two.

utterance: Perfect. Is your email still cindy underscore peebles at yahoo dot com?

utterance: Yeah that's me.

utterance: Great so do you need the address change to be effective immediately or are you still in the process of moving.

utterance: I'm all moved in so you can do it immediately.

utterance: Great. So to confirm we are changing your address to eight four four Garden Street, New Orleans, Louisiana three six seven nine two.

utterance: Yes.

utterance: Alright, Cindy. I've got that updated and I've sent a confirmation email out to you. Can you tell me if you received it?

utterance: Yes. Hang on and let me get logged into it real quick.

utterance: Take your time.

utterance: Yes I got it.

utterance: Great.

utterance: Hey while I have you is there any way I can update this all online?

utterance: Yes. You can edit your address through your user portal by selecting profile settings.

utterance: Oh okay. I'll do that in the future.

utterance: Sounds good. What else can I do for you today?

utterance: I think that's everything.

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

utterance: Sure.

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

utterance: Okay.

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: Hello. I need to remove someone from my plan.

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

utterance: Yeah it's Karen Smith.

utterance: Thank you Karen. Is that k. a. r. i. n.?

utterance: No. it's k. a. r. e. n.

utterance: Perfect. Thank you for that. Karen may I have your policy number?

utterance: I don't have that on me right now.

utterance: That's okay I can look you up using your social, if that's okay?

utterance: Yeah that's fine. It's four seven two three six one two three four.

utterance: Thank you. Let's see if that pulls you up here.

utterance: Okay.

utterance: Can you verify your date of birth please?

utterance: It's January eighth nineteen eighty four.

utterance: Great and finally for verification can you tell me your phone number and your mother's maiden name?

utterance: my phone number is eight five zero seven one two three four five six and my mother's maiden name is Johnson.

utterance: Thank you for that information. I've got all I need here to get started. You said you wanted to remove a dependent from your plan?

utterance: Yes, that's correct. What information do I need to do that?

utterance: Let's see. Let's start with their first and last name.

utterance: His first and last name? It's John Smith.

utterance: Okay I see that here. Can you verify his date of birth for me?

utterance: Yes it's February second nineteen eighty.

utterance: Okay thank you, and his relationship to you?

utterance: Spouse.

utterance: And the reason for removal?

utterance: Well. I don't really know the best way to put it other than we're getting divorced.

utterance: Oh. Well I'm sorry to hear that.

utterance: Thank you.

utterance: You're welcome. So just to confirm we are removing John Smith, date of birth February second nineteen eighty from your plan today. Would you like me to finalize the changes?

utterance: Yes go ahead.

utterance: Okay. I've got him removed. We have karen smith at yahoo dot com as your email. Is that still correct?

utterance: No it's actually karen smith eighty four at gmail dot com now.

utterance: Thank you. Let me get that updated so I can get you a copy of the changes made today.

utterance: Can you also tell me what that does to my premium?

utterance: Yes I can definitely do that. Give me one second to pull that information up for you.

utterance: Okay.

utterance: Thank you for holding, Karen. it looks like your premium is going to decrease by three hundred dollars per year.

utterance: Okay, thank you.

utterance: You're welcome. Just to confirm everything today I've updated your email and removed John Smith from your plan as a dependent.

utterance: Yes.

utterance: Is there anything else I can do for you today?

utterance: Well if you can find me another husband that'd be great .

utterance: You know, that's actually not a service we offer right now.

utterance: Well that's too bad. Can you tell me when my bill is due while I have you here?

utterance: Sure no problem. It looks like it'll be due on the twenty fourth of July. Would you like to make a payment now?

utterance: No that's okay I can pay it online right?

utterance: Yes ma'am you can.

utterance: Okay I'll do that then.

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

utterance: No, I think that's it.

utterance: You have a great day. Goodbye.

utterance: Bye.


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

utterance: Hey yes I just recently moved to a different place and need to change my address and phone number that I have with you guys.

utterance: No problem. I'd be happy to help with that.

utterance: Great.

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

utterance: Yes it's Roger Green.

utterance: Thank you, Roger.

utterance: You're welcome.

utterance: Do you know your customer ID, by chance?

utterance: Where would I find that at?

utterance: It should be on your bill or in your online profile.

utterance: Hang on and let me get my bill.

utterance: Take your time.

utterance: Okay I have my bill. Where is it at on here?

utterance: It should be in the upper left hand corner and should start with the number one.

utterance: Oh jeez. There it is

utterance: Did you find it?

utterance: Yes it's right here.

utterance: Great.

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

utterance: Perfect. And for security purposes can you verify your date of birth?

utterance: It's three seven eighty four.

utterance: Great. So we need to update your address and phone number. Is that correct?

utterance: Yes.

utterance: Which policies would you like to change these for?

utterance: Just the auto for right now.

utterance: Okay. What is the old address we should have on file for you.

utterance: It's three six three Eighty Second street, Pensacola, Florida, three two five three five.

utterance: Okay, great and what do we need to change it to?

utterance: We need to change it to Four seven two Loblolly ridge

utterance: And can you spell Loblolly for me?

utterance: Sure, it's l. o. b. l. o. l. l. y.

utterance: Great thank you.

utterance: You're welcome Pensacola, Florida three two five three five.

utterance: Alright, and what is the old phone number we should have on file for you?

utterance: You should have either two five one three two three four seven six eight or two five one three two three four seven six nine.

utterance: Yes we have the one ending in four seven six eight.

utterance: Okay we need to change it to two five one three seven two four seven two two.

utterance: Alright sir to confirm we've updated your address to reflect four seven two Loblolly Ridge in Pensacola and

utterance: Right.

utterance: And changed your phone number to two five one three seven two four seven two two.

utterance: Perfect.

utterance: What else can I do for you today?

utterance: Can you tell me when my next bill is due?

utterance: Yes it will be due on August eighteenth in the amount of three hundred twenty dollars.

utterance: Okay.

utterance: Would you like to go ahead and take care of that?

utterance: No I'll pay it online later.

utterance: I understand. Was there anything else we could help you with?

utterance: No I think that's it for today.

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: No not today.

utterance: Not a problem. 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 heard from a friend that you guys do pet insurance. Is that right?

utterance: Yes ma'am we do offer pet insurance plans.

utterance: Perfect. Can I get a quote for that? I'm already a customer with you guys and have nothing but good experiences.

utterance: Great! I'm glad to hear you're a happy customer. May I have your first and last name?

utterance: Yes it's Francis Moore.

utterance: Thank you, Francis! Do you have your customer ID handy?

utterance: Let me see if I can find it.

utterance: No problem. Take your time.

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

utterance: Thank you for that!

utterance: You're welcome.

utterance: For security purposes may I have your date of birth, please?

utterance: It's February fourth nineteen fifty.

utterance: Great. I've got you pulled up here. To do a pet quote I just have to ask you a couple of questions about your pet. Is that okay?

utterance: Sure!

utterance: Great! What kind of pet is it?

utterance: She's a dog and her name is Sally.

utterance: That's a cute name! What kind of dog is she?

utterance: She is a dachshund. have you ever had one?

utterance: No but they're super cute.

utterance: They really are but oh my gosh they are so stubborn. She's just a puppy and she is definitely in charge.

utterance: . Well I'm sure she runs the house.

utterance: She definitely does .

utterance: How old is she?

utterance: She is six months old.

utterance: So she is just a puppy!

utterance: Absolutely.

utterance: Do you know about how much she weighs?

utterance: She only weighs about eight pounds right now.

utterance: Oh that's tiny.

utterance: Yeah she's not big at all.

utterance: Well with her being so little I would recommend our pet preferred plan.

utterance: What does that cover?

utterance: It'll reimburse you for all of her vet visits and it offers you a discount on the spay procedure.

utterance: That sounds good. How much is that?

utterance: It is one thousand per year.

utterance: Oh boy. That's more than I expected. Do you have any other plans that are cheaper?

utterance: Yes. We do offer the pet basic plan as well for five hundred per year.

utterance: That sounds better. What does that cover?

utterance: It covers emergency vet visits and routine vaccine reimbursement but does not reimburse for check ups and annual visits.

utterance: That's fine. I'm really just looking to cover emergencies.

utterance: Then that sounds like it would be the best option for you.

utterance: Yes it does. I do have a few other places I want to check. Is it okay if I get back to you?

utterance: Absolutely. We have your phone number as eight five two four three six eight seven nine nine. Is that correct?

utterance: Yes it is.

utterance: Is it okay if I give you a call tomorrow to follow up on your search?

utterance: Sure!

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

utterance: I think that's it.

utterance: Perfect. There will be a brief survey after the call to evaluate your experience. Would you like to participate?

utterance: Yes.

utterance: Okay great. The survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye bye.


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

utterance: Hey yes I mailed my bill about a week ago and I haven't seen it get credited to my account and I just want to check on that.

utterance: I'll be happy to look into that for you today.

utterance: Okay.

utterance: May I have your first and last name?

utterance: It's Rita Black.

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

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

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

utterance: Great.

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

utterance: My social is four two four three two four eight two two.

utterance: Mm-hmm.

utterance: And my date of birth is January third nineteen sixty four.

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

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

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

utterance: Yes. It's Rupert.

utterance: That's a cute name!

utterance: Yeah he looks like a Rupert.

utterance: Alright so give me just a moment to pull up your billing information.

utterance: Okay.

utterance: So you said you mailed the payment about a week ago?

utterance: Yes that's right.

utterance: And did you send it regular mail?

utterance: Yes through the postal service.

utterance: Okay. I am showing a pending payment so it looks like it was received. It's in the queue to be processed.

utterance: Okay great so you did get it?

utterance: Yes ma'am.

utterance: When do you think it will show up on the account?

utterance: It shouldn't be too much longer. I would say probably about another business day or so.

utterance: Okay the due date is tomorrow, I won't receive a late fee will I?

utterance: No you shouldn't be charged a late fee because we received the payment before the due date.

utterance: Okay good.

utterance: Did you have any other questions for me?

utterance: Yes is there any other way to pay this other than mailing a check?

utterance: Absolutely! You can pay a multitude of ways.

utterance: Okay.

utterance: We have online options as well as paying through our automated phone system and calling one of our representatives.

utterance: Are there any additional fees for that?

utterance: No ma'am. All of the bill pay services are complimentary.

utterance: Oh good. I'll do that next time then.

utterance: Perfect. What else can I answer for you today?

utterance: I think that's going to be it for today.

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. Why not.

utterance: Great. The survey will start as soon as I disconnect the call and will only take a few minutes.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey I'm trying to organize my hurricane kit and I realized I don't have my policy number for you guys. Can you provide that for me?

utterance: I can most certainly pull that up for you.

utterance: Awesome.

utterance: What's your first and last name?

utterance: It's Joseph Brown.

utterance: Thanks Joseph, may I have you full social and date of birth please?

utterance: The social is four two two three seven six two four nine.

utterance: Mm-hmm.

utterance: The date of birth is March seventh nineteen eighty two.

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

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

utterance: Great and for security purposes can you verify your favorite pet's name.

utterance: It's Killer.

utterance: That's a scary name for a pet .

utterance: . Yeah he's a miniature poodle so we thought it would be funny.

utterance: Oh yeah he definitely would seem like a killer at that size.

utterance: Exactly .

utterance: Which policy were you looking to get your policy number on?

utterance: The auto insurance.

utterance: And that's the Preferred Auto plan?

utterance: Yes.

utterance: Okay I have that policy number for you whenever you're ready.

utterance: Okay go for it.

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

utterance: One two three four five six seven eight nine nine?

utterance: Yes.

utterance: Got it.

utterance: Just a reminder, your bill is due tomorrow. Would you like to go ahead and pay it while you're on the phone with me?

utterance: Sure. We can do that.

utterance: The current about due is two hundred dollars.

utterance: Okay.

utterance: How would you like to pay today?

utterance: How about we use a credit card.

utterance: That works. What is the card number?

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

utterance: Perfect. And the expiration date?

utterance: It's twelve of twenty four.

utterance: Okay and the CVV code on the back?

utterance: It's one two three.

utterance: Alright so just to confirm we're going to be making a one time payment of two hundred dollars for your July bill.

utterance: Yes.

utterance: Is your email still killers dad at aol dot com?

utterance: Yes it is.

utterance: Perfect. I've gone ahead and sent a confirmation of payment to your email.

utterance: Great. Thank you.

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

utterance: No that's it.

utterance: Good deal. There will be a brief survey after the call to rate your experience today if you'd like to participate.

utterance: Sure.

utterance: It will start as soon as I disconnect.

utterance: Okay.

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 my name is John Brown, policy number one two three four five six seven eight and I need to report an accident.

utterance: I'm sorry to hear there was an accident mister Brown. Are you currently in a safe place?

utterance: Yes I'm waiting on the police to finish their report and thought I'd get this out of the way.

utterance: I understand. For security purposes may I have your date of birth and your driver's license number?

utterance: It is nine twenty two nineteen seventy four. My license number is one two three four five six seven eight.

utterance: Thank you. I've got you pulled up here. Can you give me a run down of what happened?

utterance: Yeah I was travelling down highway eighty nine and I was stopped at a red light.

utterance: Mm-hmm.

utterance: Then out of nowhere this guy just rams into me. I guess he was texting or something.

utterance: Was anyone injured in the accident?

utterance: No everyone was fine thankfully.

utterance: That's good to hear. What kind of damage was done to your vehicle?

utterance: It looks like the entire bumper was smashed in and there are scratches all over the trunk.

utterance: Okay. Did the airbags deploy?

utterance: No.

utterance: Okay that's good to hear. Were you able to get the other driver's information.

utterance: I sure was.

utterance: Perfect. What was their first and last name?

utterance: It was Casey c. a. s. e. y. Brown b. r. o. w. n.

utterance: Thank you. And what insurance company do they use?

utterance: It's Cobbtown Mutual.

utterance: Thank you, mister Brown. did you happen to get their policy number with them?

utterance: Yeah let me get my notebook back out.

utterance: Okay. Take your time.

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

utterance: Great. Thanks for that. Did you happen to get their phone number too?

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

utterance: Thank you sir.

utterance: You're welcome.

utterance: Okay sir. I've got all of the information logged in our system.

utterance: Okay what do I do now?

utterance: Once you get the police report, if you want the damage to be covered you'll need to file a claim.

utterance: How do I do that? Do I call in?

utterance: Yes sir. You can call in or you can file the claim on our website.

utterance: That sounds easier than having to hold. Where is that on the site?

utterance: Once you log in it's in the upper left hand corner. It says file a claim.

utterance: Okay. That sounds pretty simple.

utterance: If you'd like sir, I can go ahead and start it and then you could upload the police report later.

utterance: No, that's okay. I don't really feel like getting into all of that right now.

utterance: I understand sir.

utterance: I think I'll just log in when I get home to do it.

utterance: That's not a problem sir. Was there anything else I could do for you today?

utterance: No I think that's everything for right now.

utterance: Okay, great. Again I'm sorry to hear about the accident.

utterance: Yeah it's kind of crazy. You never expect it to happen.

utterance: Oh I know. All of our customers say that they didn't see it coming.

utterance: I can definitely relate now .

utterance: Well try to enjoy the rest of your day. Goodbye.

utterance: Bye.