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

utterance: Hi what was your name?

utterance: Sorry I didn't mention it this is Sam.

utterance: Hi Sam I am looking to see where my payment status is at.

utterance: Yes I can help.

utterance: I paid it over a week ago and it hasn't come out.

utterance: #Ah ok let me pull up your file here. What is your name?

utterance: Denise Randall.

utterance: And Denise what is your date of birth?

utterance: February third ninteen fourty two.

utterance: Ok and what is your account number?

utterance: Four three six.

utterance: Actually your account number is eight digits long. It is in the back side of your card.

utterance: Oh ok. It is six two nine.

utterance: Six two nine.

utterance: Four nine one.

utterance: Four nine one.

utterance: Six eight.

utterance: Six eight.

utterance: Thank you very much Denise. Give me a minute while I pull up your account.

utterance: I have your account pulled up can you just verify your bill ID?

utterance: Yeah it is zero zero three one six two eight oh.

utterance: Thank you. It looks like it is for the amount of four hundred and twenty seven dollars. Is that correct?

utterance: Yes that is correct.

utterance: It shows on my end that there was an error to processing this.

utterance: Explains a lot.

utterance: I would like to verify the account information we have on file. Can you please give me the card number you used?

utterance: Yeah give me a minute to go get that.

utterance: Ok.

utterance: It is four four nine six three two oh eight nine nine nine two six four four three.

utterance: Ok you said four four nine six three two zero eight nine nine nine two six four four three?

utterance: Yes.

utterance: And what is the expiration date?

utterance: March twenty twenty two.

utterance: And the CVV.

utterance: Seven one nine.

utterance: Ok it looks like everything we have on this account is correct. I am going to grab my supervisor and see why this is not going through.

utterance: Ok.

utterance: Thank you for holding Denise are you still available?

utterance: Yes.

utterance: We are working on this issue and may take a couple minutes. Is that ok?

utterance: Yes that is fine.

utterance: Ok please stay on the line and I will let you know when everything is fixed.

utterance: Thank you.

utterance: Ok. Thank you so much for holding sorry that took so long.

utterance: It is ok.

utterance: We have fixed the issue and had to manually process this payment, but it did go through.

utterance: Am I going to get charged a late fee?

utterance: No of course not. This was not your fault by no means, so you will not be charged.

utterance: Oh ok good. Takes a load off my shoulders.

utterance: Good to hear. Give me a moment while I send you an invoice to the email on file.

utterance: Is that the Dog lover email you have?

utterance: Let me check here.

utterance: Yes that looks to be correct.

utterance: Ok just checking.

utterance: Alright I just sent that payment.

utterance: Let me know when you receive that.

utterance: Well I am not by my computer.

utterance: Perfectly fine. Just please give us a call if you don't receive that invoice.

utterance: #Um ok.

utterance: Well am I going to have to call every time for this to get processed?

utterance: No you should not have to. We are not sure what exactly happened this month but we are going to look into it.

utterance: #Ah ok. Should I call in next month?

utterance: You don't have to call in next month if everything goes through fine.

utterance: How many days should I give it to go through?

utterance: Please give it three to five business days and if you notice it still hasn't come out please give us a call.

utterance: Ok. Will do.

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

utterance: No I should be ok.

utterance: Alright well please let me know if you have any questions.

utterance: Ok.

utterance: Thank you for calling in have a good rest of your morning.

utterance: Thanks. I will try.


speaker_role: Agent

utterance: This is Kayla.

speaker_role: Customer

utterance: Hi is this Rivertown Insurance?

utterance: Yes it is. What can I help you will.

utterance: I am having issues with billing.

utterance: I am sorry to hear that. Let me pull up your account and see what is going on.

utterance: Ok.

utterance: What is your name?

utterance: It is June Olson.

utterance: Thank you June and can I have you verify your date of birth?

utterance: July twenty seventh ninteen ninty one.

utterance: The phone number we have on file is six one two eight four six nine one three seven. Is that correct?

utterance: Yes.

utterance: And can I have you verify your social security number?

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

utterance: Thank you. June it looks like you have not paid your bills can I ask what is going on?

utterance: Wel I havn't received any bills hence why I am calling.

utterance: Oh my goodness! This should be being sent out once a month let me make sure we have everything on file correct.

utterance: Ok.

utterance: What is your address?

utterance: Six four two nine one East Ridge Road Chicago Illinois.

utterance: Ok it looks like that is the correct address we have on file. What is the zip code?

utterance: Nine nine three one five.

utterance: Yup looks correct.

utterance: Let me dig into this a little more. Please give me a moment.

utterance: Ok.

utterance: Thank you for holding are you still avaliable June?

utterance: Yes I am.

utterance: So I was unabble to figure out why this is not being sent so I am going to create a claim and then have to get back to you on this. Is that alright?

utterance: Yes that is fine.

utterance: Ok. I have the claim created do you have a piece of paper to write down the claim number?

utterance: Yes I do.

utterance: It is Six one nine.

utterance: Six one nine.

utterance: Four three zero.

utterance: Four three zero.

utterance: Six six two nine.

utterance: Six six two nine.

utterance: Ok just verifying again six one nine four three zero six six two nine.

utterance: That is correct. I will also send you this over email. Can I have your email address?

utterance: Yes it is June July Olson nine nine two at hotmail dot com.

utterance: Ok that was June July nine nine two at hotmail dot com?

utterance: That is correct.

utterance: Ok I am sending this over now. Please give us fourty eaight hours to figure this out and get back to you with an answer.

utterance: Ok.

utterance: While I have you on the phone would you like to pay your bill?

utterance: Yes please I am ready to get this off my shoulders.

utterance: Ok, so pulling it up here is looks like you have a balance of three hundred and ninty one dollars and eighty cents.

utterance: Did you say three hundred?

utterance: Yes three hundred and ninty one dollars and eighty cents.

utterance: Ok. How can I pay this?

utterance: We can do a checking account or a credit card. Do youo have a preference?

utterance: Lets do a credit card. Let me go grab it.

utterance: Sounds good.

utterance: #Uh I can't find it. I know it is somewhere in my purse. #Er here it is. Are you ready.

utterance: Yes I am what is the card number?

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

utterance: Alright that was four one two two six one seven three nine two eight six five five zero eight.

utterance: Yes.

utterance: And what is the expiration date?

utterance: May twenty tweny four.

utterance: And the CVV code?

utterance: Is that the one on the back?

utterance: Yeah it is the three didgit number on the back of the card.

utterance: It is six zero three.

utterance: Ok and you give me permission to charge this card a total of three hundred ninty one dollars and eighty cents.

utterance: #Um yes I have no choice.

utterance: Alright that has been processed.

utterance: Thank you.

utterance: So to recep you are not recieveing your bills in the mail, so I do have a claim out for that. The claim number is six one nine four three zero six six nine two.

utterance: What. I thought you said it was two nine?

utterance: Oh I apologive you can tell it is a Monday. Yes that is correct six six two nine.

utterance: Thank you for verifying I thought I was losing it.

utterance: Your welcome. Please do give us fourty eight hours to have an answer as to why it is not being sent.

utterance: Ok.

utterance: Do you have any other questions for me?

utterance: No no. I don't.

utterance: Ok thank you so much for calling in and I will get back to you soon with an answer, so you do start getting your bills.

utterance: Thank you I appreciate all your help.

utterance: No problem. You have a good day.

utterance: You too.

utterance: Ok Buh bye.

utterance: Bye.


utterance: This is Amanda.

utterance: Hi Amanda I am returning a phone call. This is Jane from Rent Fans.

utterance: Oh hi Jane! I was just calling to get my policy number.

utterance: Perfect! Is now a good time to get that information.

utterance: Yes it should be fine.

utterance: Ok. What is your last name?

utterance: Samson.

utterance: Actually now might not be the best time. My dog is barking and I can't hear you to well.

utterance: I can hear you fine let me know if you need to go. But I am pulling up your files right now.

utterance: Ok he stopped.

utterance: Great! I just need to verify your account. What is your date of birth?

utterance: June second two thousand.

utterance: Your phone number.

utterance: The same one you called me on.

utterance: Unfortuantly I need you to verify it to verify your account.

utterance: Ok. Six one five three eight seven six two four three.

utterance: Please verify your social security number.

utterance: Nine four three two six seven two nine three.

utterance: Thank you. One last question. Please verify your fathers middle name.

utterance: John.

utterance: Alright thank you very much!

utterance: Welcome.

utterance: Alright it looks like you are currently enrolled in our renters preferred plan is that correct?

utterance: I think so I just pay the bill.

utterance: [Laughter] that is alright. Are you ready for your policy number?

utterance: Yes I am. What is it.

utterance: XXZY nine nine four nine zero three eight six four nine two eight six seven.

utterance: Ok. Thank you.

utterance: Can I just have you repeat that back to me, so I know you got it?

utterance: #Uh yeah I guess. XXZY nine nine four nine zero three eight six four nine two eight six nine.

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

utterance: Well I should probably pay my bill while I have you on the line.

utterance: Alright lets do that. Do you have the bill ID number available?

utterance: No I do not.

utterance: That is fine. Let me go into our billing portal.

utterance: Ok.

utterance: It looks like you have a bill for twenty five dollars, does that sound correct?

utterance: Yes it does.

utterance: Great. And how would you like to pay this bill.

utterance: By credit card please.

utterance: Ok I am ready when you are for the card number.

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

utterance: Ok I just want to verify four four two one zero zero three six six six two one nine six five four?

utterance: Yup.

utterance: What is the expiration date?

utterance: September twenty twenty four.

utterance: Ok September twenty twenty four.

utterance: Yup.

utterance: And the CVV on the back of the card?

utterance: Three four four.

utterance: Three four four. It looks like this is a Visa?

utterance: Yes.

utterance: Do you give me permission to process this card for a payment of twenty five dollars?

utterance: Yes I do.

utterance: Alright your payment has been processed.

utterance: Thank you.

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

utterance: Acually one more thing sorry!

utterance: No problem.

utterance: How can I make payments going forward without calling in?

utterance: Great question. We can set you up for a monthly coupon book or you can use our website.

utterance: What is a coupn book?

utterance: So a coupon book is something we can send you in the mail with a coupon for every month and an envelope. You tear off a coupon and write a check with it. Put it in the postage paid envelope and send it to us.

utterance: I think I would love to do that the coupon book.

utterance: Alright I will get that sent out to you. Can I have you please verify your address?

utterance: Yes it is nine hundred twenty two Bleacher Street North West apartment seven Blaine Minnesota five five four three four.

utterance: Thank you. I will get those mailed out today and you should get them within five to seven business days.

utterance: Thank you! I appreciate it.

utterance: No Problem! Is there anything else I can help you with?

utterance: No I actually think that will do it this time.

utterance: Great! Well if you do think of anything else please give us a call.

utterance: Oh trust me I will.

utterance: Good have a fabulous rest of your day!

utterance: You too!

utterance: Thanks Bye!


utterance: Thank you for calling Rivertown Insurance Company this is Joe how can I help you?

utterance: Hi Joe. I recently got divorced and I would like to change my security question and answer.

utterance: Of course. I am sorry to hear you are going through this, but I can for sure help you out.

utterance: #Uh yeah thanks.

utterance: What is your first and last name?

utterance: Evelyn Olson.

utterance: Is that with an e or an o on Olson?

utterance: O.

utterance: Alright and I do need to verify your identity, what is your date of birth?

utterance: November twelth ninteen fourty three.

utterance: Thank you, do you happen to have your customer ID available?

utterance: I do. Give me one second let me grab my purse.

utterance: No problem. Just let me know when you are ready.

utterance: Ok. #Uh I am ready.

utterance: Alright me to what isi that number?

utterance: Six four two one.

utterance: Actually that is not your customer ID. It should start with the letter Z and have eight numbers after.

utterance: Oh ok! Yeah I have that Z one three six five two nine one zero.

utterance: Thank you! Alright. It looks like your current question is your mother's maiden name correct?

utterance: Yes and my ex husband knows that so I would like to change it.

utterance: Ok sounds good. Do you have a question in mind or would you like one of the already made questions?

utterance: Do you have one about childhood that I don't think my ex would know.

utterance: We do we have a few actually. What was your childhood street address? Who was your best friend as a child? Or who was your kindergarten teacher?

utterance: Hmm lets go with childhood street address.

utterance: Perfect and what was your childhood street address?

utterance: It was Buckeye Boulevard.

utterance: Alright I have that updated on my end. One more thought about protection on this account would you like me to remove your ex husband from the account, so he would not be able to have access even if he knew that?

utterance: Yes that would be great. I didn't even think of that.

utterance: I would need you to verify his first and last name along with his date of birth.

utterance: Of course. His name is Mackenzie Olson and date of birth is July thirteenth ninteen fourty six.

utterance: Thank you. I will get him removed from this account.

utterance: Thank you.

utterance: So I just want to verify we have changed your security question. The new security question is What was your childhood street address. Can you please confirm the answer?

utterance: Buckeye Boulevard.

utterance: Thank you. We have also removed your ex husband from your account.

utterance: Correct.

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

utterance: Well I am just curious. What if he tried to change the security question another way. Can he do that?

utterance: So no. If he tries to sign into the portal it does ask for your security question, which we have now changed. He has three tries to get into the account if he gets the answer wrong.

utterance: Ok and if he gets it right?

utterance: Then he would be able to get into the account, but you can't change the security question that way.

utterance: What can you change in there?

utterance: The only thing you can change through the account is the password. If by chance he does do that you can always give us a call and we can take care of that.

utterance: What if he tries to guess three times and gets it wrong does the account close?

utterance: No the account actually locks and you have to call us in order to unlock the account. We would then ask you the security question and verify your identity.

utterance: Thank goodness. Alright I am at a peace of mind knowing there are not many loops he can jump through to get into the account.

utterance: We do try our best to keep things secure.

utterance: I do really appreciate that.

utterance: Good to know I will also pass along that information the the supervisor.

utterance: Thank you. Do also tell them that you did a great job explaining everything to me and you deserve a raise.

utterance: [Laughter] Thank you very much Evelyn I appreciate it. But this is my job and I love what I do.

utterance: Well you do a good job.

utterance: Thank you!

utterance: Your welcome.

utterance: Is there anything I can help you with?

utterance: No that should be all.

utterance: Alright. Well thank you so much Evelyn for calling in. You have a good rest of your afternoon.

utterance: Thank you I will. I hope you do as well.

utterance: Oh I will too thank you.

utterance: Bye now.

utterance: Bye Evelyn.


utterance: Hello, thank you for calling Rivertown Insurance customer service. This is John, how may I help you?

utterance: Oh hello yes I'm calling I'd like to get my car insured, my

utterance: Absolutely, may I have your first and last name please?

utterance: Chloe Gordon.

utterance: Thank you. Can you spell that that first name for me please?

utterance: Oh yeah that's c. h. l. o. e.

utterance: Thank you, Chloe! I'll also need your date of birth and your customer number.

utterance: Yeah date of oh I I don't think I have a customer number, is that.

utterance: Oh so you don't have an account with us yet is that correct?

utterance: Correct yes, my my friend recommended you, she said she uses you and she's you know, been happy with everything so far and I'm I've been needing to find a company, you know.

utterance: Well I'm glad to hear that. Okay so I can help you get an account set up with us first and then we can hash out your your insurance plan and all that, does that sound good?

utterance: Yeah yeah of course, thank you.

utterance: All right, give me a second here to pull that up for you. Okay, what phone number do you want associated with the account?

utterance: Six five one three nine eight

utterance: Six five one three nine eight?

utterance: Yes, three seven six two.

utterance: #Um okay so what I have here is six five one three nine eight three seven six two. Is that.

utterance: Yes.

utterance: Is that correct okay good. Next e-mail address?

utterance: Chloe g. o. two zero zero one at g. mail dot com.

utterance: Okay, do you prefer to be contacted by phone or my e-mail?

utterance: E-mail please.

utterance: Okay, great. #Uh. Okay next we have here mother's maiden name?

utterance: Pearce.

utterance: And how is that spelled?

utterance: P. e. a. r. c. e.

utterance: Okay, is that with a p. or a b.?

utterance: P. as as in Peter.

utterance: Okay, great. Date of birth?

utterance: #Uh sorry can you hang on just a minute? I'm getting another call.

utterance: Of course.

utterance: Okay sorry about that.

utterance: No problem.

utterance: What were you needing?

utterance: That would be your birth date.

utterance: January twenty-second, two-thousand-one.

utterance: Great, and full address?

utterance: One one eight Flatley Field, apartment one thirty nine.

utterance: Okay, and.

utterance: Charleston, West Virginia, two five three zero one.

utterance: Okay, I've got that down as one one eight Flatly Field, spelled f. l. a. t. l. y., apartment.

utterance: Oh that's it's it's got an e.

utterance: Sorry?

utterance: Flatley, it's f. l. a. t. l. e. y., with an e.

utterance: Ah okay thank you, so that's one one eight Flatley with an e. Field, apartment one thirty nine.

utterance: Yes.

utterance: Charleston, West Virginia. Zip code two five three oh one.

utterance: Correct.

utterance: All right, and lastly I'll just be needing your social security number.

utterance: #Oh just a second.

utterance: Okay.

utterance: Okay yeah, I've got it here. You ready for it?

utterance: Yep!

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

utterance: I've got that as five four six two nine oh eight four seven.

utterance: Yeah, you've got it.

utterance: Okay, and you're good to go! You should be getting a confirmation e-mail soon with your log-in info and customer number.

utterance: Awesome, thank you.

utterance: Okay, so now you were interested in getting your car insured, correct?

utterance: Correct yes. What's your lowest plan?

utterance: Well I can get that for you in just a moment, can I first get the make, model, and VIN number of the vehicle?

utterance: Oh yeah of course, it's a Volkswagen GOL. #Uh I can't find the VIN number in my documents just a second.

utterance: Sure.

utterance: #Ah got it, okay. One m. as in Mary two a. a. one three y. seven s. w. zero one five seven two eight.

utterance: One m. two a. a. one three y. seven s. w. oh one five seven two eight.

utterance: Correct.

utterance: Okay. All right. Okay so here we have the basic plan for you, that would be at a thousand a year. That would cover.

utterance: Yeah thanks, I did some reading and talked with my friend so that's the one I'd like to go with for now.

utterance: All right, I'll be happy to help you get you enrolled in that today. Let me see, looks like we've got every thing we'll be needing except your credit card info.

utterance: Right, here Six two one five two two five eight five yeah so five eight five, after that four five six four zero eight six. Expires five twenty-three.

utterance: Okay, lets here I've got six two one five two two five eight five four five six four oh eight six expiration five twenty-three.

utterance: Yep.

utterance: Okay, and code on the back?

utterance: Oh seven seven four.

utterance: Okay. And so just to confirm, you're enrolling in the Basic Auto Plan at one thousand a year.

utterance: Yes, thank you.

utterance: Okay. All right then, you're all set up! You'll be getting an e-mail soon with confirmation, and you can check out the details any time on the website or just give us a call.

utterance: Okay! Thank you.

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

utterance: No no that'll be it, thank you for your help.

utterance: Absolutely. Okay, have a wonderful day.

utterance: You too, bye bye.

utterance: Bye!


utterance: Hi! Thanks for calling Rivertown Insurance today. What can I help you with?

utterance: Yeah, I need to talk to someone about canceling my car insurance.

utterance: I tried doing it on the app, but I couldn't figure out where to do it. I always hate calling in cuz I figure you.

utterance: gonna try to talk me out of it. .

utterance: Well, we like to make sure there aren't any problems that a customer might be having that.

utterance: may be the reason they want to cancel. But I can definitely help you cancel your plan, if you'd like.

utterance: Okay, can I get your first and last name to begin with so I can bring up your account?

utterance: Yeah, my name is Jon Smith.

utterance: Thank you, Mister Smith. Just so I have it correct, is John spelled j.o.h.n.?

utterance: No, actually it's j.o.n.. People get it wrong all the time. .

utterance: Okay, well that's why I like to double check. .

utterance: In order to cancel your plan I need your policy number. You can find it on the Account page of the app or website.

utterance: #Um let me see if I can find it. Let me get to the website real quick. My computer has been so slow today.

utterance: No problem. Take your time. When you get there you are looking for an eight digit number below your profile picture.

utterance: Okay, yeah I found it. Are you ready?

utterance: Yes, sir.

utterance: Five five seven three.

utterance: Five five seven three.

utterance: Eight one one one.

utterance: Eight one one one. Okay, so I have five five seven three eight one one one. Is that correct?

utterance: Yep, that's it.

utterance: Great, so that's an automobile policy for a nineteen ninety five Ford Escort. Is this the policy you want to cancel?

utterance: Yes.

utterance: Okay, in order to verify your identity, I'm gonna need a couple more pieces of information from you.

utterance: Sure, what do you need?

utterance: First, can I get your date of birth, sir?

utterance: Yeah, it's August the fifth, nineteen seventy three. Man, I'm getting old.

utterance: August fifth, nineteen seventy three. Just a moment, please.

utterance: Is that all you need?

utterance: I need one more thing from you. Your customer number can be found on your billing page under your name and address.

utterance: #Um where is my billing page?

utterance: On the website or app it's the section that shows your monthly charges for the current cycle. It should be at the top.

utterance: Oh, now I see it. Customer number, right?

utterance: That's it. Can you read that number for me, please?

utterance: It's four three five seven.

utterance: Four three five seven.

utterance: Eight eight nine three.

utterance: Eight eight nine three.

utterance: Yeah.

utterance: Okay, let me make sure I have it right. Four three five seven eight eight nine three.

utterance: That's it.

utterance: Okay, great. Now that we've confirmed your identity, give me a sec to get over to my cancellation screen.

utterance: Okay.

utterance: It looks like you pay your bill quarterly so your cancellation would not start until August first.

utterance: Okay, could I get any money refunded if it goes into effect sooner?

utterance: No, we don't offer any refunds on premiumiss However, you only have a couple weeks left in this billing period.

utterance: So, your coverage will remain in effect until July thirty first. As I mentioned earlier, can you tell me why you.

utterance: have decided to cancel your policy? If you have a problem or issue, we would love to try to solve it and keep.

utterance: you as a customer.

utterance: I haven't had any problems or anything. I just found a better rate online and it has a lot of the same things.

utterance: as my current policy with a big difference in money.

utterance: Okay, do you mind if I ask what company and what kind of savings we are talking about?

utterance: #Uh I really would just rather cancel my plan.

utterance: Okay, we can sure do that. The only reason I ask is because there is a possibility that I could match their rate or.

utterance: give you half off your current rate for six months as an incentive for staying with us.

utterance: All I need is the company and rate so we can figure out what kind of deal I can offer you.

utterance: You could give me half off my rate for six months? What's the catch?

utterance: There is no catch. I'm authorized to match their rate or give you a fifty percent rate cut for six months.

utterance: If the policies are very similar, like you say, then we can choose whichever option saves you the most.

utterance: Okay. Let's see what you can do. It's Statewide Insurance and the policy was their Super Saver Auto, Package B.

utterance: and it was going to be around three hundred dollars a year. That's way cheaper than you guys.

utterance: Let me get on their website and compare plans and get you a quote for what we can offer.

utterance: It will take me a few moments, but let me run the numbers real quick.

utterance: Okay, I guess if it will be pretty quick.

utterance: The problem is that this is only a temporary rate right?

utterance: Yes, sir. I could give you a six month special rate of one hundred fifty dollars, which is actually a bit of a savings.

utterance: over the other company. You are welcome to call back at the end of six months and we can revisit your rates.

utterance: and it is likely we could still offer you some savings at that time.

utterance: Man, I really don't want to have to remember to call back in and all that. I think I just want to cancel it today.

utterance: Okay, that is fine. I appreciate you giving me the chance to discuss those options with you.

utterance: Yeah, no problem. I think I'm just ready for a change.

utterance: I understand. Okay just give me a minute to finish processing your cancellation.

utterance: So, like I said before, your policy will remain in effect until July thirty first. You will not be billed on August first.

utterance: Also, this cancellation will not effect any of your other policies with us. Do you confirm this cancellation of.

utterance: policy number five five seven three eight one one one?

utterance: Yes, I confirm to cancel it.

utterance: Okay give me a minute to finalize the cancellation in our system.

utterance: Okay.

utterance: Okay, we are finally done. Your policy has been cancelled. Is there anything else I can help you with today?

utterance: No, I think you've helped me with everything I needed.

utterance: Okay, great. When we hang up my supervisor may wish to ask you a couple quick questions about the service.

utterance: I provided you with today. It will take no more than two minutes. Stay on the line if you are willing to provide feedback.

utterance: Okay, sure.

utterance: Thank you so much, sir. You have a great day and give us a call back if you ever have any other needs.

utterance: Thank you too. You have a great day!

utterance: Bye, bye.

utterance: Goodbye.


utterance: Thanks for calling Rivertown, this is Sandy. What can I do for you today?

utterance: Hi. I need to check my bill? And maybe pay my bill?

utterance: No problem. I can give your account a look and we can go from there. Sounds good?

utterance: Yeah, that sounds great.

utterance: Cool. Okay. I'll just need a couple of pieces of information.

utterance: Okay?

utterance: I need your full name, birthdate and policy number. Do you have that info on hand?

utterance: Oh, You talk so fast. Now what do you need?

utterance: Oh, sorry about that. Coffee buzz. Okay. Let's just start with your full name?

utterance: I can definitely manage that . My name is Maddie Preston.

utterance: Is Maddie short for Madeline?

utterance: Oh, yes. Sorry. Madeline Preston.

utterance: Thank you. And birthdate?

utterance: Birthdate is August eighth, two thousand.

utterance: So two zero zero zero?

utterance: Yep, I was born when the world was supposed to end .

utterance: Nice. I'm just a year shy of you.

utterance: Huh. Nice.

utterance: Okay. And now we just need-just need your policy number.

utterance: Policy number?

utterance: Yeah, it should be on your card if you have auto with us-.

utterance: Oh, I just have renter's.

utterance: Okay. Do you happen to do paper billing or-.

utterance: No, I'm on autopay.

utterance: Okay. We, can do it a different way?

utterance: Oh, great. What do you need?

utterance: I'll need your social security number, phone number and answer to the, security question you set up with us.

utterance: Social security number? I'll tell you right now I don't have that on me, and I don't have it memorized.

utterance: Oh! Okay. Well, let's see if phone number and security question is enough to let us in.

utterance: Worth a shot.

utterance: Okay dokey. Let's see here. So what's the phone number we have on file for you?

utterance: It's eight-zero-one-six-six-seven-seven-two, five-four-five-six.

utterance: Great. And the security question. Oh shoot. It won't even let me look at the security question unless I have your social.

utterance: Oh, man. Is there any other way I can check my bill and pay it?

utterance: #Um. You could do it online?

utterance: Oh, you guys have a website?

utterance: Yes. Just go to Rivertowninsurance dot com and you can see where you can sign in?

utterance: Nice. Can I like do that right now?

utterance: Well, you'd have to sign up-unless, have you signed up yet?

utterance: Definitely not. I didn't even know the website existed until now .

utterance: Okay. Well, we'd need to send you a link. And we can only do that if-.

utterance: If I have that other info.

utterance: Yeah, I'm so sorry.

utterance: No. It's my fault for not being more prepared. Would-would the policy number be on my email receipt of autopay?

utterance: Oh! I didn't even think of that. Yeah, maybe. I'm really not sure.

utterance: Well, do you mind if I look real quick on my phone?

utterance: Oh, sure. No problem. Go right ahead.

utterance: Great. Here I go.

utterance: Hey! Before you go, I'm going to hurry and grab my supervisor and see if there is any other way we can verify your account. Just in case, you know, the email doesn't work.

utterance: Oh, that sounds good. We'll meet back here .

utterance: Perfect. And...Go! .

utterance: Hello? Hello? Hello?

utterance: Hello? Hello? Hello?

utterance: Oh, there you are.

utterance: You were quicker than me! Sorry about that. I hope you have good news.

utterance: Yes! I think I have the policy number.

utterance: Oh, good! Because my Supe said that without a policy number or social we can't make any changes to the account. Especially billing.

utterance: Oh, yeah. I totally understand.

utterance: But you have the policy number on the, reciept?

utterance: Yeah, I think so. Let me put you on speakerphone and read what it says.

utterance: Excellent.

utterance: Can you hear me?

utterance: Perfectly.

utterance: Okay, there's like an eight digit number at the top of the receipt?

utterance: Let's try it. What's the number?

utterance: Four-three-three-two-.

utterance: Uh-huh.

utterance: Four-six-two-seven.

utterance: Yay! It worked!

utterance: Hallelujah! .

utterance: Okay, according to this, Madeline, you have our Renter's Basic insurance.

utterance: Yes, that's one of the things I wanted to ask about. I heard that doesn't cover, like water damage?

utterance: That's correct. You'd have to upgrade to our, it's called Renter's Preferred policy?

utterance: Yeah, yeah. That's what I was reading. I received this stuff about it.

utterance: Okay.

utterance: But I was wondering how much more it was?

utterance: Renter's Preferred is only a hundred dollars more a year.

utterance: A year? Seriously? Yeah, let's definitely switch me.

utterance: Great! And it looks like your bill is due, two weeks?

utterance: Yeah. I was wondering if I could like, prepay? I need to make a big payment and I'm afraid of getting overdrawn on my checking.

utterance: Oh, yeah. Since you're upgrading you'll need to pay today. I mean, if you're planning on starting it immediately?

utterance: Yes, that would be great.

utterance: But you're okay to still use the checking account today for autopay?

utterance: Oh, yeah. I just have a weird thing going on with my paychecks and bills? I'll get it all figured out, I just want to make sure the payment goes through like today or tomorrow.

utterance: Great. Yeah. We can definitely do that. And it looks like you opt to have it as an annual bill? So the whole three hundred dollars at once?

utterance: #Uh, could we actually change that to something else?

utterance: We offer both bi-annual and monthly.

utterance: Bi-annual would be great.

utterance: Okay. Let's just change that right here. Perfect.

utterance: So, my bill after this one won't be til-.

utterance: February of two-thousand twenty-two.

utterance: Oh, great! And same account?

utterance: Same account. I'll also be sending you a receipt of today's transaction to the email we have on file. #Um, madmaddie at one two three dot com?

utterance: Yeah, that's it.

utterance: Great. Well, is there anything else I can do for you today?

utterance: No-I think that's it! Thanks for the help.

utterance: No problem. Would you like me to send you a link to set up a online account? For any future emails?

utterance: Yeah, that would be super helpful.

utterance: Sent! Okay, just be sure to hit that link you receive in the next twenty-four hours and we'll have to restart the process, okay?

utterance: Sounds good. Gotta go, but thanks much!

utterance: You have a good one. Thanks for calling Rivertown.


utterance: Good afternoon and thanks for calling Rivertown Insurance. This is Miranda. How may I assist?

utterance: Miranda? Yes, this is Brian. I needed to make a change to my account.

utterance: Nice to meet you Brian! Yes, I can assist you with any changes.

utterance: Oh, great.

utterance: May I get a few pieces of informatino from you?

utterance: Yes, of course.

utterance: I'll need your full name and birthdate, please.

utterance: My name is Brian Flowers. My birthday is January third, nineteen sixty-five.

utterance: Thank you so much for verifying that information-.

utterance: You're very welcome.

utterance: May I also get your policy number, please?

utterance: Oh, yes. I have it just right here in the kitchen. Let me just walk on over-.

utterance: Of course, no problem.

utterance: Had it in my hand and I guess I just put it down? Got distracted, I guess.

utterance: No worries, mister Flowers.

utterance: No what?

utterance: Worries. I just meant, no problem.

utterance: Oh yeah. I know what no worries means. I just thought you said something else. Okay. All set now if you are.

utterance: Yes, go right ahead.

utterance: The policy number is five-five-five-four-.

utterance: Uh-huh.

utterance: Three-two-three-four.

utterance: Thank you so much for verifying your policy number.

utterance: No worries! .

utterance: Now, I just needed to make a change to my payment information?

utterance: Let me just take a quick look here-.

utterance: Okay.

utterance: First of all, let me thank you for being a valued customer for the last five years. We truly appreciate your business.

utterance: Yeah, no problem. It's been pretty easy on my end .

utterance: Good to hear! And I see that you have a Complete Auto, Home Complete, and Term Life Insurance policy bundled to save an additional fifty dollars each billing cycle.

utterance: That sounds right on the mark!

utterance: What can I help you with as far as changes to your payment information?

utterance: Well, I have my Visa in there... card ending in six seven five two?

utterance: Yes, I can verify that those last four digits match what we have on file.

utterance: Great. Yeah. And I was wondering if I could actually change that to my checking account? So there'd be an automatic withdrawal from my bank instead?

utterance: Yes, we can change that to reflect a checking account autopay if that's to your preference?

utterance: Yes, yes, that's exactly what I need to happen.

utterance: Great. Let me just make a note that we're making a change-.

utterance: Yes, I'm trying to cut down on my credit card debt to improve my credit? I read this thing about how everytime you make a large purchase and put it on your card-.

utterance: Uh-huh.

utterance: It nicks your credit? Even if you pay it off like I usually do! So since my payment is rather large-.

utterance: Mhm.

utterance: I was thinking maybe of cutting the card, you know? Try to improve the credit score while there's still time .

utterance: Well, I hope that all works out for you! I don't know what I'd do without my cards. I put everything on them.

utterance: Yeah, that's how my wife is too. I said honey, we need to make a change. She want to move into one of these single floor houses in ten years?

utterance: Oh?

utterance: Yes, and I just want a really good rate. That makes all the difference. What rate you'll get.

utterance: #Uh, well, I wish you luck on all of that. I hope you'll keep us in mind when insuring your future home.

utterance: Oh, yeah, I'm sure we'll stick with Rivertown. No cause to complain.

utterance: I'm happy to hear that! So do you happy to have your checking account information handy?

utterance: Yes, I have a check right here. So I'm looking at it. What is, the-the account number and the router number?

utterance: So, first I'll need the routing number-.

utterance: Oh, routing not router. .

utterance: No worries. And that is the nine digit number at the very beginning of the string of-of numbers you see on the bottom of the-.

utterance: Yes, yes. I see it here. Ready?

utterance: Go right ahead!

utterance: nine-nine-nine-five-three-.

utterance: Uh-huh.

utterance: two-two-two-one.

utterance: Thank you. And next we'll need the account number which is-.

utterance: Is is the middle one?

utterance: Yes, it should between ten to twelve digits?

utterance: One-five-five-one-Are you ready?

utterance: Yes, mister Flowers. I've got you as one-five-five-one-.

utterance: Oh, okay. and then it's, let me see here. One-five-five-one, six-six-six-two, three, four, three, four.

utterance: Great! Just to clarify, it's one-five-five-one-.

utterance: Yep.

utterance: Six-six-six-two-.

utterance: Correct.

utterance: Three-four-three four?

utterance: You did great! That's a long one!

utterance: Glad we have that set.

utterance: So when is my next billing date?

utterance: It looks like your next due date with be in a month from now-.

utterance: Mid-August, isn't it?

utterance: That's right, sir! It's due the fifteenth of August.

utterance: Yeah, that's what I thought. I thought I better call now so I don't forget.

utterance: Well, I'm glad we were able to get that all settled for you.

utterance: Now, how does this all work? Will you still send me a message that you took the money from my account, or what?

utterance: Yes, you will receive an email or text informing you that the transaction will be pushed through on the day before the due date.

utterance: And I don't need to respond, or anything? Like give the yes or no?

utterance: Nope. It will automatically go through.

utterance: Wow. That's impressive. So, no more card?

utterance: That's right sir, straight to the source.

utterance: Straight to the source. I like that. Well, great. I appreciate your help.

utterance: No problem, mister Flowers. Is there anything else I can assist you with today?

utterance: Uh, yes. I was wondering if in the future. If-if-.

utterance: Yes?

utterance: If I wanted to, say, add a new collector? Is that what it's called? Collector on my life insurance?

utterance: #Um, recipient?

utterance: Yes! If I wanted to change my recipienct on the life-insurance. Do I, just call up? Or do I need to come in?

utterance: You would just call us up like today, sir. That's one of the few things we can't do online.

utterance: Of course, of course. Good to know. Okay then. I think that's it on my side.

utterance: Well, if you have any further questions, please don't hesitate to give us a call back.

utterance: Will do!

utterance: Thanks again for calling Rivertown Insurance. Have a marvelous weekend!

utterance: Marvelous! I like that! You have a marvelous one as well.


utterance: Good Morning, Rivertown Insurance. How can I help?

utterance: This is really I'm really annoyed. I don't know what it is with I mean this is the third time that I've had to call about this issue. I keep forgetting my password. I'd like to just be able to log in and change it.

utterance: I apologize for the incovenience, but due to the confidentiality of the information that we hold for our customers we require a two-step verification. The first step is this phone call.

utterance: I know all that. I just want to be able to change my password.

utterance: Alright, why don't we start that process. I'll try to

utterance: Okay.

utterance: Can you please give my your first and last name and date of birth.

utterance: My name is Morgan Jones. M-O-R-G-A-N. J-O-N-E-S.

utterance: And your date of birth Mister Jones?

utterance: February second.

utterance: Year, please?

utterance: Nineteen sixty seven.

utterance: Okay. I'll just need your customer number.

utterance: I don't know what that is!

utterance: That would be an eight digit number on You'll find it on the top of your policy.

utterance: I can't find that now. I don't' have time for this. I just want to change my password.

utterance: I understand. #Uhm, let's try Can I have your phone number?

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

utterance: Okay. And if I could have your social security number?

utterance: Oh, cmon. Can we just get this over with?

utterance: I'm trying to do this as quickly as possible, Mister Jones, but for the security of your information-.

utterance: Yeah. Okay, what was it you wanted now?

utterance: #Uh. That would be your social security number.

utterance: Right. Nine-five-eight-eight-two-three-four-five-three.

utterance: Great. And the final question. What is your mother's maiden name?

utterance: Brock.

utterance: I'm sorry you said?

utterance: Brook.

utterance: #Uh no. That's not correct.

utterance: Wait, what name do you have?

utterance: I'm sorry. I can't disclose the answer to a security question.

utterance: Wait a minute. What did you ask me for?

utterance: Your mother's maiden name.

utterance: Oh, wait. I'm sorry. I meant Fitzgerald. Brook is her new name. She remarried last year.

utterance: Alright then, Fitzgerald is correct. I will need to ask you an additional security question because-.

utterance: Shoot.

utterance: What was the first airline you ever flew on?

utterance: Delta.

utterance: Correct. Thank you for your patience Mister Jones.

utterance: Okay.

utterance: Alright, let me see. You've changed your password three times in the past six months.

utterance: Right. I keep forgetting all these passwords.

utterance: Okay, well. I will have to send you a link to reset your online account password.

utterance: morgan jones at gmail dot com.

utterance: I'm sorry? I couldn't hear you.

utterance: it's still morgan jones at gmail dot com.

utterance: Oh, okay. Thank you. Alright if you'll just wait with.

utterance: #Uh.

utterance: Right. It's been sent.

utterance: Let me see. I've got my email open.

utterance: Is it there yet?

utterance: Nothing.

utterance: Alright, just wait

utterance: Yep. I've got it.

utterance: Great. And is there anything else I can help you with today?

utterance: No. #Um wait. Actually, while I have you on the phone-.

utterance: Yes?

utterance: Can you tell me what the balance in my account is?

utterance: Certainly. That's seventy-four dollars and thirty-five cents.

utterance: Okay.

utterance: #Uh, Mister Jones. I notice that your next premium is due later this week. Would you like to pay it now?

utterance: Alright, might as well. How much is it?

utterance: #Um one hundred and fifty-five dollars and twenty cents.

utterance: Oh wait. I'll need to-.

utterance: Yes?

utterance: No, I was just thinking whether I should

utterance: Would you like to pay by credit card or a debit from the chequing account on file?

utterance: #Um, let's use the chequing account. No wait.

utterance: Yes?

utterance: Let's put this one on the card.

utterance: Okay, very good. I'll just verify-.

utterance: More verification?

utterance: Just the card number. I have Visa credit card four-one-three-two-nine-nine-one-seven-four-eight-four-two.

utterance: Right.

utterance: Expiration date?

utterance: July oh-seven twenty-four.

utterance: And, security number?

utterance: Um#?

utterance: On the back of the card.

utterance: Oh, right. four-two-five.

utterance: Great. So bill number four-three-five-five in the amount of one hundred and fifty-five dollars has been charged to your account.

utterance: Fine. #Um, one other thing.

utterance: Yes?

utterance: You asked me for a customer number?

utterance: Right. That's an eight digit number that appears on all our policy documents.

utterance: Yeah, where would I find that on your website. I want to jot that down for future reference. Save myself a bit of time. .

utterance: Of course. You have it open in front of you?

utterance: Yeah.

utterance: Okay, If you look towards the upper left hand corner on the home page.

utterance: Right.

utterance: An eight digit number starting with an eight-.

utterance: No, oh wait. I've got it. Thanks.

utterance: No worries. Will there be anyting else.

utterance: No, thank you.

utterance: Alright. Have a good day Mister Jones. And thank you for calling Rivertown Insurance.

utterance: Right. You too.

utterance: Thank you.


utterance: Good Morning, Rivertown Insurance. How can I help?

utterance: I -- How can you help? That's a very good question. How can you help?

utterance: Sir, I'm sorry-. Perhaps if you told me what the trouble is perhaps I could help?

utterance: No, you can't help. I need to cancel my plan.

utterance: Oh, I'm sorry to hear that. Is there nothing we can do to maintain your business mister

utterance: Moore. It's not that. My My kids think I'm too old to be driving and they. I sold my car. Safety concerns. I know they mean well. It's just You know I had the car for a long time and all.

utterance: I'm sorry to hear that. What kind of car was it?

utterance: A Lincoln Mark VIII. Ever hear of it?

utterance: Sure. My dad used to drive one of those.

utterance: Great car. I tell you. Felt like royalty when I drove it.

utterance: [Laughter] That's what my dad used to say too.

utterance: What happened to your dad's car?

utterance: Ran out of steam a few years ago. I think he sold it to a car dealer.

utterance: Yeah. So what does your dad drive now?

utterance: Nothing. He decided not to replace it.

utterance: Yeah. I hear- Alright where were we?

utterance: Why don't I just try to pull up your file and

utterance: Okay.

utterance: Can I get your first name and date of birth mister Moore?

utterance: Sure. Ralph. oh-five oh-five forty.

utterance: Alright. And your customer number?

utterance: What's that?

utterance: #Um. Let's see, do you Is the policy in front of you?

utterance: Wait, it's just. Let me go get that alright?

utterance: Sure. Yes, I'll wait.

utterance: I'll be right back. Okay, I've got it.

utterance: Good. So, I'll need the eight digit customer number on the first page.

utterance: Eight digits? Wait a minute is this Lifebook Insurers?

utterance: No, this is Rivertown Insurance.

utterance: Oh wait. I picked up the wrong policy. I'll be right back.

utterance: Sure.

utterance: Okay, Rivertown Insurance. Eight digit number. Right?

utterance: That's right.

utterance: Okay, I've got it. #Uh two-five-three-three-two-one-one.

utterance: Perfect. So let's see what. Alright, so when did you when was the car removed from your possession?

utterance: Last Friday. #Oh wait. No, that's two Friday's ago.

utterance: Okay, so we're looking at July sixteenth, twenty-twenty-one.

utterance: Guess so. I don't' have a dictionary

utterance: calendar?

utterance: Right, calendar. I don't have one in front of me.

utterance: That's alright. I can cancel it effective July sixteenth.

utterance: Okay.

utterance: So I'm cancelling Policy two-three-five-four basic auto effective July sixteen twenty twenty one.

utterance: I guess so.

utterance: Now there will be a cancellation fee of two hundred dollars, but I see you've already paid for the month of July, so we'll credit back half of that and

utterance: Yes, that's that is right I did pay for July already.

utterance: I'm just wondering do you have any other plans with us?

utterance: My life insurance.

utterance: Okay, good, so with your permission we'll apply the extra one hundred towards next month's life insurance.

utterance: So that would be- #Uh how would that?

utterance: Right, that would lower the premium for next month by one hundred dollars and save some of the paperwork.

utterance: Oh, okay. Sounds alright to me.

utterance: Alright, so I'll be sending out the notice of cancellation. Let me just confirm the address and phone number on file.

utterance: Okay.

utterance: Twenty-four Snow Way, Maryville, Missouri. Zip six-four-four-six-eight.

utterance: That's right.

utterance: Phone is six-six-zero-two-one-four-three-five-five-seven.

utterance: Yup.

utterance: Alright then.

utterance: Very good. Is there anything else I can help you with today mister Moore?

utterance: #Uh, no that's alright. You've been very helpful. Thank you.


utterance: Good morning. Rivertown Insurance. This is Jane. How may I direct your call?

utterance: Hi Jane. I need to get a quote for a new homeowners policy. Can you do that over the phone?

utterance: I can put you through to one of our homeowner specialists and you can get things started. May I have your name?

utterance: Oh, sure. My name is Ann Wilson. Thanks.

utterance: Hi Ann. Do you have any current policies with Rivertown Insurance?

utterance: yeah. I have my current homeowner policy and my auto policy with you guys. I've bought a new house so I need to get a policy on that property. Oh, and I guess I'll need to cancel the one on my house that I sold.

intents: EnrollInPlan CancelPlan

utterance: Okay, great. Congratulations. I'll transfer you to Sandra Miller. She can help you do all of that. Just hold a moment please and I'll put you through to Sandra.

utterance: Thanks, no problem. Have a good day.

utterance: Hi Ann. My name is Sandra. I understand you're looking for a new homeowners policy?

utterance: Yes, I just bought a new house and I need to get it insured.

utterance: Okay. Wonderful. Congratulations. I see your current policy here. Are you still living at that address?

utterance: Yes, I don't take possession of the new property until June fifteenth. I need to keep that policy in place though until that property sells.

utterance: Right, definitely. I hope it sells fast. It's a hot market right now, so it should go quick.

utterance: Here's hoping! Although I don't mind having the extra time to move.

utterance: So let's get some basic details about the new property. You said you take possession on June fifteenth?

utterance: Yes

utterance: And what is the address of the new property?

utterance: eight eight two nine Warner Street.

utterance: Is that here in Summerville?

utterance: Yes

utterance: And what is the new zipcode?

utterance: six one seven three nine four

utterance: Great. Okay. I'll ask you a few questions about the property.

utterance: Fire away.

utterance: We'll start with the age of the property. Do you know when it was built?

utterance: nineteen seventy four.

utterance: And the size. Do you have the square footage?

utterance: yes, thirteen hundred square feet, with a full basement as well.

utterance: Okay. Good. I assume it's on city water and sewer?

utterance: Yes! I've had septic before. Never again!

utterance: [Laughs] Okay, that's good. I see you're right near a fire hydrant? Do you recall seeing one?

utterance: Yes! It couldn't be closer, right at the front corner of the property. Too bad I can't paint it a prettier color, but at least they won't have to go far should the need arise.

utterance: Exactly. And yeah, not always the most asthetically pleasing things, but its good for insurance purposes.

utterance: That's good. At least it has a benefit of some kind.

utterance: Are there any other buildings on the property?

utterance: Yes, a double garage.

utterance: Does it have power and heat?

utterance: It has power, but no heat. Which is fine. The last thing I want to pay for is heating a garage. Just keep the snow off in the winter is fine with me.

utterance: Okay. Yeah. Definitely. Okay, some details about the house. Did you have a property inspection done?

utterance: Yep. Acme Inspections.

utterance: Great. So did they determine the type of heating?

utterance: Yes, forced air. Natural gas.

utterance: Good, and the electrical? Do you know the size of the electrical service?

utterance: Yes, it's one hundred amps. But we will be upgrading that right away to two hundred amps. We want to put in a hottub.

utterance: Nice! So you will have a licensed electrician take care of that I assume?

utterance: Absolutely!

utterance: Does the report say what kind of wiring is in the home?

utterance: Yes, it says there is copper and aluminum. About twenty percent aluminum. The rest is copper.

utterance: Oh, aluminum. Aluminum. That could be an issue. How much aluminum did you say?

utterance: The report says about twenty percent. Why is it an issue? Every older home in the city has aluminum wiring?

utterance: Yeah, I know, but just last month we've been advised that a couple of our insurance underwriters are no longer insuring aluminum wiring.

utterance: Are you serious? So what? People can't get insurance if their house has aluminum wiring? How the hell does that work? You need insurance to get a mortgage?

utterance: I know, I know. It surprised us too.

utterance: So what do we do now?

utterance: Well, there are a couple of options. Both of the underwriters we use require an inspection on the wiring. One requires it before possession. The other will give you thirty days after possession to have it done.

utterance: Okay, whew. So at least there are options. You had me scared there!

utterance: Yes. Let's get a few more details, and I can give you a quote from both of them and we'll how this all works out.

utterance: Okay, sure.

utterance: The plumbing, are the pipes copper? Pex?

utterance: Let me look through this report.

utterance: Sure, take your time.

utterance: Okay. It says that the pipes are copper, except for the basement bathroom which has Poly B. Whatever that is.

utterance: right. Poly B? More bad news, I'm so sorry.

utterance: For real? What's wrong wtih Poly B? Jeez. I'm a month away from buying a home and you're telling me that I might not be able to insure it? Who makes up these rules?

utterance: Most definitely not me! I'm so sorry. Poly B has had incidents of failure. So the same two underwriters have flagged it.

utterance: More inspections?

utterance: Unfortunately no. Well, for one of them, they won't insure Poly B at all and the other requires it to be removed within thirty days.

utterance: This just gets better and better! Not!

utterance: Okay, lets see what I can do here. Let me check on something, If you don't mind holding I'll get in touch with the underwriter who seems to allow inspections and see what I can find out about the aluminum and Poly B issues.

utterance: Yeah, okay. Thanks.

utterance: Okay, thank you for waiting. I've talked an agent from S G A, they underwrite the policies we broker.

utterance: Okay.

utterance: He's advised me that if you can get an inspection on the wiring by a licensed electrician within thirty days of possession and they certify it as having no issues. That will take care of the aluminum issue. And I told him that you were planning on putting in a new two hundred amp service so that might even be a good time to replace that wiring. But as long as we get the inspection in thirty days that will be all they will require for the electrical.

utterance: Whew, Okay and the plumbing? That Poly B stuff?

utterance: That's a bit more involved. It all needs to be replaced, but he has agreed to a thirty day window to do that too.

utterance: Good grief. All replaced. Well thank God it was just that one new bathroom that has all these issues! My husband can do that easily, Or do they need that to be a licensed plumber? Is this a make work project for all the trades in town?

utterance: It sure seems like it. A lot of wiring and plumbing is going to need to be replaced in the next few years it seemiss This is just new to us too. I'm so sorry you're caught up in it.

utterance: Me too! sure takes the glow off buying a new home. Having to rip it apart right away.

utterance: Yeah. It must be really frustrating.

utterance: Okay. So, If I get an inspection on the wiring, and replace the Poly B all within the first thirty days. Can I get insurance?

utterance: Yes! That's the good news!

utterance: I'll take any good news I can get.

utterance: I'll just finish up with the last few questions and get you a quote.

utterance: Fingers crossed there's nothing else to trip us up.

utterance: Really, Okay. Do you have a security system? That will give you a discount.

utterance: Yes, full security, with camera's, motion sensors, temperature drop, flood. The whole deal.

utterance: Good, just get me a certificate and I'll get the discount.

utterance: Good, Okay, yeah, no problem there.

utterance: And do you have sewer back up protection?

utterance: Yes, that was installed with that new bathroom, at least it did one good thing!

utterance: Great, Okay. and finally, the value of the home, what value would you put on replacement?

utterance: I think five hundred thousand should do it, for just the home replacement.

utterance: Okay, good, then, we have three options, our Basic which is twelve hundred per year. Our Preferred which is sixteen hundred per year and our Complete which is two thousand per year. Did you know which option you'll be taking?

utterance: Yes, The Complete Package, with a five hundred deductible. That's what we had on our previous property. It's good coverage.

utterance: Yes, definitely worth the extra money. Okay. I'll draw up a quote, get those electrical and plumbing clauses and send that over to you for approval.

utterance: You have my email address?

utterance: Yes, well I have awilson at gmail dot com. Is that the address I should send the documents to?

utterance: Yes, thank you. I'll get them right back to you.

utterance: Thanks Ann, I'll send them today. Thanks for being so patient through this, I'm glad we could find solutions.

utterance: Me too! I'll look for those and get them right back. Have a great rest of your day. Bye


utterance: Good morning. May I please speak with Howard Banes?

utterance: Speaking.

utterance: Oh. #Um Hello mister Banes. I'm calling from Rivertown Insurance. I have a- a- note in the file indicating that you would like to add a dependent to your plan.

utterance: Oh. Yes, that's right? #Uh whom am I speaking with?

utterance: My name is Stephanie.

utterance: Oh. #Okay. Thank you for getting back to me.

utterance: My pleasure. How can be of assistance?

utterance: Right. Well, my wife and I just had our first child and

utterance: Congratulations!

utterance: Oh, yes thank you. Hard to believe she's finally here and Anyways.

utterance: Right, so Let me just get some information and then I'll be able to pull up the file. #Um so.

utterance: The agent that I spoke with the other day wait a second.

utterance: Yes.

utterance: Oh, sorry about that. I just dropped my pen. Anyways, she was saying that I need to have my oh wait, here it is. Uh#sorry about that. So many papers.

utterance: I understand.

utterance: My customer number is five-seven-eight-three-three-two-three-one.

utterance: Alright. Let me just read that back to you. Five-seven-eight-three-three-two-three-one.

utterance: That's right.

utterance: Okay and I just need one more piece of information. #Um right, your birthday is when mister Banes?

utterance: February twenty five nineteen ninety.

utterance: Perfect. Now.

utterance: Can you tell me which type of insurance I have right now?

utterance: Right. #Uh you have wait I have a note to the file that there was a recent medical diagnosis for

utterance: Oh, right. That was for my wife, Shirley.

utterance: Shirley? #Um. #Uh Yes, okay. I'm sorry we were.

utterance: Adding my daughter.

utterance: Yes, but wait you'd asked me which type of plan.

utterance: Oh, that's right.

utterance: Okay so you and Shirley are both covered under- I mean you have a Whole Life Insurance Plan.

utterance: How much is that costing me? Us?

utterance: That plan is eighteen hundred per year and if you add your daughter it would go up to two thousand.

utterance: A year?

utterance: Yes, that's yes. Per year.

utterance: That seems a bit steep to me. Is there any cheaper plan?

utterance: There's the term life and the Universal life.

utterance: And those are?

utterance: The term life is three hundred and the universal is twelve hundred.

utterance: Per year?

utterance: That's right. Per year.

utterance: Why such a big difference between that first one, I mean the

utterance: The term life insurance?

utterance: Yeah.

utterance: With the whole life insurance, Rivertown gives you lifetime coverage. You also get a guarnteed return on your investment on part of your payments.

utterance: Oh wait, that's right. I remember the agent we set up the Plan with discussed this. Right. No, so that's okay we'll stick with that

utterance: You'd like to keep the Whole Insurance Plan?

utterance: Right, so let's just add my daughter.

utterance: Okay and can I get the name of the dependent that you'd like to be adding?

utterance: H-h- her name is Vanessa.

utterance: That's a beautiful name. #Um can you please spell it for me.

utterance: Thank you. She's named after her grandmother.

utterance: #Um and the spelling?

utterance: Oh, right. Vanessa. V-a-n-e-s-s-a.

utterance: Perfect. Okay. So now I will need her date of birth.

utterance: Oh, right. #Um. June fifteenth.

utterance: That's June fifteenth twenty-twenty one?

utterance: #Uh, no. #Um I guess we waited awhile to add her and

utterance: That's alright. So twenty-twenty?

utterance: Yes, that's right.

utterance: Okay so #Uh Vanessa. Oh, wait, same last name as you?

utterance: #Uh yes. Vanessa Banes.

utterance: Birthdate June fifteenth twenty-twenty.

utterance: Yes.

utterance: Okay, there's just one other thing I wanted to go back to right, here it is.

utterance: Yes?

utterance: There's a note on the file that Shirley Banes was diagnosed with high blood pressure?

utterance: That's right. Will that change anything?

utterance: No. #Um that's okay because you locked in your rate before that condition was diagnosed? right?

utterance: That's right. She only the doctor only. It was earlier this year.

utterance: Okay then. Oh, I'm sorry. That reminds me, your daughter

utterance: Yes.

utterance: There are no health complications or conditions?

utterance: At birth?

utterance: Or since then?

utterance: No. None, thankfully.

utterance: Great. We're almost finished. Would you like to receive the updated Policy via mail or email?

utterance: #Um is it safe by email?

utterance: It is. We correspond with most of our clients via email. It's security encrypted and password protected.

utterance: Alright. Email is more convenient.

utterance: Okay, then. I don't seem to have an email on file for.

utterance: It's hbanes at gmail dot com.

utterance: Perfect.

utterance: And, I'm just wondering when I can expect to receive-.

utterance: We'll send that out tomorrow morning and if everything looks okay it will take effect today's date.

utterance: And what about the extra two hundred dollars? When does that start? #Um how do I pay it?

utterance: Right. so that will be deducted automatically on the next processing date. #Um the first of next month and prorated for the portion of this month.

utterance: What do you mean pro-rated?

utterance: Oh, since there's still one week left of this month, we'll charge you just for those dates and then start the monthly portion of the two hundred on the first of next month. It's about three dollars for this week.

utterance: Oh, okay. i get it. Thank you.

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

utterance: Nope. I think that's it. You've been very helpful.

utterance: Have a good day.

utterance: Thanks, you too.


utterance: Good Morning. Rivertown Insurance. How can I help you?

utterance: Good Morning. And how are you today?

utterance: I'm alright thank you. Yourself?

utterance: I'm great! I woke up early, went for a run, ate breakfast and now I'm talking to you. .

utterance: It's great to speak to someone so happy. What can I do for you today?

utterance: Well, one of the reasons I'm happy is that last week I won a new car!

utterance: You did? Congratulations!

utterance: Thank you. Yeah, it's pretty incredible. You know those online contests. #Um, you know the ones that everyone enters and no one ever wins?

utterance: Sure, I enter those all the time. .

utterance: Well, I won! I thought it was scam when I got the call, ya know, but it it wasn't. The car was delivered to my house last night. I'm looking out the window at it while I talk to you. I still can't believe it.

utterance: That's great. Enjoy!

utterance: Well, that's actually why I'm calling. I can't use the car until I arrange the license and insurance.

utterance: Of course. I can help you with the insurance. Are you an existing customer with Rivertown Insurance?

utterance: No, I'm not. My brother-in-law uses you and he suggested I call. He said the your rates are pretty good. I spoke with Debby last week and I liked the quote I was given. I'd like to proceed with creating an account and setting up the insurance.

utterance: We do pride ourselves on our rates. Uh, wait. #Um you said that you got a quote from Debby last week? Do you She Debby would have given you a reference number for the quote?

utterance: Yup. #Uh right. Is that starting with the eight?

utterance: Right. If I could just have that code.

utterance: Sure, it's eight three G-B two five Y-L.

utterance: Okay, that's right. I have a note here that let me see. You wanted to go with the Complete Auto for two thousand per year? #Um is that right?

utterance: That's right. I don't want to spare any expense for my new vehicle! .

utterance: Alright, then. Let's just set up your account.

utterance: Fantastic! What do you need to know?

utterance: Alright. Let's start with Your name and birthdate.

utterance: First name Bill. Last name Michael. Birthdate is January fifth, nineteen eighty-five.

utterance: Okay, Michael Bill.

utterance: Wait, sorry to interrupt. This happens alot. First name Bill. Last name Michael.

utterance: Oh, I'm so sorry. I got that backwards.

utterance: No worries. it happens a lot. Never trust someone with two first names. .

utterance: [Laughter] Alright, then. Bill Michael. Born January fifth nineteen eighty-five.

utterance: That's right. You got it.

utterance: Good. #Um let's see. I'll need your primary phone number.

utterance: Area eight oh five three two three six seven five five.

utterance: Okay, that's eight oh five three two three six seven five five.

utterance: Right. I'm just wondering if

utterance: Yes?

utterance: Maybe I should give you my cell phone also. I'm on the road alot.

utterance: Alright sure. Let me just

utterance: Are you there?

utterance: Yes, oh sorry we just got some new software and I was trying to open the alternate phone number window. #Uh just wait

utterance: If it's too much tr-trouble.

utterance: #Uh nope. Got it. Okay, cell phone number please?

utterance: eight oh five four three four six seven five five. Linked to my home phone.

utterance: What's that?

utterance: Oh, I was just, I mean, just that my cell is linked to my home phone.

utterance: Oh, alright. Okay. Now, I'll need you, mister Michael to set up a.

utterance: You can call me Bill.

utterance: Oh, alright, Bill. I'll need you to set up a security question to protect the privacy and integrity of your account information with Rivertown Insurance. Please do not share the question or the corresponding answer that you provide with anyone else.

utterance: Alright. I understand. Top secret. .

utterance: That's right. . My screen is showing two security question options at present. One involves the name of your childhood best friend. The other is your mother's maiden name.

utterance: Alright, let's go with that one. Mother's maiden name is Graham.

utterance: And could you please spell that for me.

utterance: Sure. G-R-A-H-A-M.

utterance: Great. Thank you. Okay. We're almost done. If I could just have your address?

utterance: Yes, it's five thirty four Cherry Tree Boulevard. Santa Barbara, California.

utterance: And the zip code?

utterance: nine three one four zero.

utterance: Great. Now one last piece of infomation. I'll need your social security number.

utterance: Sure. that's two five five one three five six four eight.

utterance: Let me just repeat that back to you. #Uh two five five one three five six four eight.

utterance: Right.

utterance: One other item. Some of our clients prefer to communicate by email. Would you like to have that option?

utterance: #Uh no. I think I'm a bit concerned about my information and all

utterance: I understand. We'll just leave it at mailing copies.

utterance: Yeah, I think that'd be I'd prefer that.

utterance: Certainly. Now, let's just get you enrolled. So, you already know the plan you want. That's the Complete Auto for two thousand per year?

utterance: That's right. Spare no expense .

utterance: And Debby explained the coverage to you.

utterance: Yep.

utterance: And do you have questions about it, Bill?

utterance: I'm just wondering when it when it comes into effect?

utterance: It will take effect as of today. I'll need to get your credit card information, but once that goes through it's effective immediately. You will need to decide if you want to make monthly payments or just one lump sum for the year?

utterance: Oh, alright. How much would it be per month?

utterance: Monthly rate would be one hundred and sixty six dollars and sixty seven cents charged on the twentieth of the month.

utterance: #Um, why I'm just wondering, why the twentieth?

utterance: Oh, that's alright. I should have explained. Our billing cycle starts on the date you enrol in the plan.

utterance: Oh, I see. So since today's the twentieth then?

utterance: That's right. it's billed on this date each month.

utterance: Okay, then. I think I'll go with the monthly billing.

utterance: Very good.

utterance: Okay what's next?

utterance: Right, I'll just need your credit card information and then you're good to go.

utterance: Alright. Credit card. Do you take Discover?

utterance: We do.

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

utterance: Let me read that back to you. Six three five four four two two eight nine one three five.

utterance: Sorry, could you read that again? A bit slower?

utterance: Of course. I'm sorry. That was six three five four four two two eight nine one three five.

utterance: Perfect.

utterance: And the expiry date?

utterance: February twenty twenty four.

utterance: And the three digit security code on the back of the card, please?

utterance: nine three two.

utterance: Great. We will be sending you the hard copy of the Plan for your records at the five thirty four Cherry Tree Boulevard address.

utterance: And I'm good to go?

utterance: Yes, you are. Good to go. Enjoy your new car.

utterance: Thank you. I will.


utterance: Hello, thank you for calling Rivertown Insurance, my name is Sarah. With whom do I have the pleasure of speaking?

utterance: #Uh, yes, hi Sarah. My name is John Dale.

utterance: Hi John, how can I help you today?

utterance: So my bank card was stolen and I think that's the card you guys have.

utterance: Oh no, I'm sorry to hear that. I can help you change your payment method if you need to.

utterance: Right, yes, that'd be great.

utterance: Okay, so, you said your name was John Dale, right? Is that Dale with a D?

utterance: Right, d.a.l.e.

utterance: Thank you. May I have your birth date and customer number please, John?

utterance: Date of birth is May five nineteen seventy-one.

utterance: Okay, thank you.

utterance: Just a minute, I need to lookup my customer number, sorry.

utterance: If you're having trouble finding it, your phone number plus social security number will work too.

utterance: Okay, yes, that's easier. Phone number is area code two five six seven one three three two two one.

utterance: Two five six seven one three three two two one, got it.

utterance: Right.

utterance: And your social security number please?

utterance: Four five two.

utterance: Four five two.

utterance: Five four.

utterance: Five four.

utterance: Four three two one.

utterance: So that's four five two five four four three two one, is that right?

utterance: That is correct.

utterance: Thank you, John. So I've got your account up and I just need you to answer a security.

utterance: Security question, yes. Foster is my mother's maiden name.

utterance: You know the drill, huh?

utterance: Yeah that's the one I always use.

utterance: Alright, and may I have your policy number please?

utterance: Yes, I do have this one ready.

utterance: Yay!

utterance: Okay, it's one four one three three capital A four five X.

utterance: Thank you very much, John.

utterance: You're welcome.

utterance: So I see here you're currently set up to pay with a card ending in four four three two.

utterance: Right, that's the one I had stolen, so can I just give you the new number?

utterance: Absolutely, or if you want you can also set it up to take the payment straight from your bank like how how you would get your paycheck, you know?

utterance: Oh okay. I didn't know that.

utterance: That information would be a lot harder for someone to steal so if you want to do that it might work better for you.

utterance: Yeah, sure. I just just need to look up I guess my routing number and all?

utterance: Yes sir, I'll need your bank account type, account number, and routing number if you want to do that.

utterance: Yeah okay, just a minute then.

utterance: Sure, take your time.

utterance: Let's see, bank of america dot com, and then.

utterance: Just let me know whenever you're ready, John.

utterance: Alright, I've got it. It's a personal checking account.

utterance: Okay.

utterance: And the account number is one one one two two two nine five seven two.

utterance: Got it, thank you.

utterance: And routing number is one three two one two four five seven three.

utterance: Thank you, John. So to confirm, I've got a checking account, account number one one one two two two nine five seven two.

utterance: Uh-huh.

utterance: And routing number is one three two one two four five seven three, right?

utterance: You got it.

utterance: Great! So you're good to go with your payment information. Is there anything else I can help you with today?

utterance: No, thank you so much, what was your name again?

utterance: It's Sarah, and you're very welcome!

utterance: Thanks Sarah, glad that's taken care of.

utterance: It was a pleasure helping you, John. Have a great day!

utterance: Thanks, you too.


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

utterance: Yes, hello no honey I'll fix lunch after I'm off the phone. I'm sorry my daughter is asking for lunch.

utterance: No problem. How can I help you?

utterance: I need to change my address no not change my address I did that last week I mean change not change #jeez I'm a mess I'm sorry.

utterance: It's okay I understand.

utterance: Okay let me try again . I need to pay my bill I just got a new renter's insurance policy with you last month and I need to make my first payment.

utterance: No problem I can take care of that for you. What is your account number?

utterance: It's Stella don't touch that please. Mommy will be off the phone soon. Go find your book you were reading. I'm sorry could you hold on just a moment?

utterance: Sure no problem.

utterance: Okay I'm back I'm so sorry.

utterance: It's alright really I have kids as well.

utterance: Okay so where were we?

utterance: I asked for your account number to pay a bill.

utterance: Okay where would that be?

utterance: Do you have your paper bill with you?

utterance: Yes I have it right here.

utterance: Okay, do you see the two numbers in the upper right hand corner?

utterance: Yes.

utterance: Okay the top one is your account number and the bottom one is your policy number.

utterance: Okay so you want the policy number?

utterance: No the account number, the top one.

utterance: Oh right. Okay it's six two one.

utterance: six two one.

utterance: eight four three.

utterance: eight four three. Just to confirm six two one eight four three.

utterance: Yes that's correct.

utterance: Okay and you are miss Jackson?

utterance: Cindy Jackson yes.

utterance: Alright. So miss Jackson so your bill is twenty dollars for the year. Would you like to pay for that upfront or monthly?

utterance: Can I pay it monthly?

utterance: Absolutely. So the monthly fee is sixteen dollars and sixty cents. How would you like to pay for that?

utterance: I would like to pay by credit card.

utterance: Alright. What is the card number?

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

utterance: And the expiration date?

utterance: ten twenty four.

utterance: nine twenty four?

utterance: No ten.

utterance: ten twenty four?

utterance: Yes that's correct.

utterance: And what the CVV code?

utterance: The what?

utterance: The CVV code it's the three or four digit security code on your card.

utterance: Oh that number. I don't think I've ever hear it called that before. Okay so it's three two two.

utterance: And you want to pay the whole monthly amount? Sixteen dollars and sixty cents?

utterance: Yes please.

utterance: Alright. And would you be interested in setting up automatic payments from here on out?

utterance: I would actually yes. How do I do that?

utterance: Have you set up an online account yet?

utterance: Yes I just did that yesterday.

utterance: Okay then you can set it up that way. If you go to my settings in the upper left hand corner then you'll choose my payments and then.

utterance: Oh wait can you hold on I want to write this down. Okay so my settings then my payments.

utterance: Then click on my payments and it should give you the option of going paperless or automatic payments then click that.

utterance: going paperless or automatic payments.

utterance: and it will ask you for your bank routing information.

utterance: Alright great thanks I will set that up this week. Thank you very much.

utterance: You're very welcome. Is there anything else I can help you with?

utterance: No that's all. Thank you.

utterance: You're welcome have a good day.

utterance: Thank you.


utterance: Good afternoon, Max speaking how can I help you?

utterance: Yes, is this Rivertown Insurance?

utterance: Yes, sir.

utterance: Okay good just checking.

utterance: How can I help you sir?

utterance: Currently I have my bills paid automatically but I don't want that anymore. I just can't keep up with what's what very well and this automatic payment stuff just confuses me and I don't really like it. My son used to take care of all of that but he moved away and can't help me as easily so yeah.

utterance: Okay so if I'm understanding you correctly you have automatic billing and you want to cancel it?

utterance: yes. Is that what it's called? Automatic payment?

utterance: Automatic billing.

utterance: okay automatic billing?

utterance: Yes sir.

utterance: Okay I want to write that term down real quick so I remember it. Gimme just a sec.

utterance: Sure no problem.

utterance: Hang on I gotta find a pen and paper. Why is it when you really need them you can't find them?

utterance: Oh I know, happens every time doesn't it .

utterance: You betcha Well why I try to find this how is your day going?

utterance: Oh it's going well so far thank you for asking. How is your day?

utterance: Can't complain. Although it would go better if I could find a darn pen. I found the paper.

utterance: Take your.

utterance: Got it.

utterance: time.

utterance: Okay I'm ready now. So you said it's automatic billing right?

utterance: Yes sir automatic billing.

utterance: Okay au-to-ma-tic billing. Okay done. So yes I'd like to cancel that then please.

utterance: Sure no problem. What is your account number?

utterance: six eight two four six three.

utterance: six eight two four six three?

utterance: Yes that's correct.

utterance: Marlon Thames?

utterance: That's me.

utterance: Okay mister Thames I do see that you are registered for automatic billing so I will go ahead and cancel that for you.

utterance: Great thanks.

utterance: Would you prefer to have your bills mailed to you in paper form or by email electronically?

utterance: Paper please. I prefer the snail mail method.

utterance: Okay so let me confirm your address then. I have one one two two Park Lane Phillips Montana four three six two one.

utterance: Yep that's correct.

utterance: Okay so I will switch you to paper billing to this address then.

utterance: Thank you Max.

utterance: You're very welcome mister Thames. Is there anything else I can help you with?

utterance: Nope. I think actually yeah. I wanted to check on getting some extra life insurance. What are your plans?

utterance: We have three plans. They are term, whole and universal.

utterance: Okay what are the prices on those?

utterance: Term life insurance is three hundred dollars per year, whole life insurance is eighteen hundred dollars a year, and universal is twelve hundred dollars per year.

utterance: #Hmm okay let's do the term life insurance then. You said three hundred for the year?

utterance: Yes sir that's correct.

utterance: Okay yeah let's do that then.

utterance: Okay. Do you want to add that to your current account?

utterance: Yes please.

utterance: Alright. Would you like the billing to be added to your current homeowner's insurance or do you want to keep a separate account?

utterance: No no same account is fine.

utterance: Alright and who do you want the beneficiary to be?

utterance: My wife Paulette Thames.

utterance: Is that p.a.u.l.e.t.t.e.?

utterance: Yes that's correct.

utterance: Is her address the same as yours?

utterance: Yes sir.

utterance: Okay, and we actually have all of her information already in your account since she is on the homeowner's account as well so I'll just add her as the beneficiary.

utterance: Okie dokie.

utterance: The bill will be added with your homeowner's insurance and you will receive one paper bill for your homeowner's and life insurance.

utterance: Great.

utterance: Alright. Can I help you with anything else today?

utterance: No I took care of everything I needed.

utterance: Okay, well have a great day mister Thames.

utterance: You as well Max.

utterance: Thank you sir.


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

utterance: Hi yes I'm calling to create an account.

utterance: Sure absolutely. I can help you with that. What's your first name?

utterance: Nathan, n.a.t.h.a.n.

utterance: Thank you Nathan. And your last name?

utterance: King, k.i.n.g.

utterance: Your phone number Nathan?

utterance: Do you really need my phone number?

utterance: Yes, sir we do need you phone number.

utterance: Can I ask why?

utterance: Of course. We need the customer's phone number for easier contact and for our records.

utterance: Okay sure I understand. It's nine nine nine two three four six five four.

utterance: Thank you. And what is your street address with city and state?

utterance: Six six six Olden Drive Happy Ohio five five two six two.

utterance: And your social security number?

utterance: I really don't feel comfortable giving that over the phone.

utterance: Unfortunately we need this for your account and enrollment information.

utterance: Is there any way to not give it?

utterance: I'm sorry no.

utterance: Okay I'm just not sure man.

utterance: I can transfer you to our security team to answer your questions if you'd like.

utterance: No no I don't have time for that. Okay I guess I'll give it to you. It will be safe right?

utterance: Of course, we take our customer's security very seriously. If it makes you feel better you can call the security department yourself to speak to them.

utterance: Okay yeah that would be great. And they will be able to update my account if needed?

utterance: Yes of course. And now let's choose your security questions. Do you know what questions you want?

utterance: What are my choices?

utterance: Customers usually choose questions about the first city they lived, or their mother's maiden name..

utterance: Oh yeah, those questions.

utterance: or the street they grew up on. Questions like that.

utterance: Okay yeah I understand. So m. How many questions should I choose?

utterance: Three.

utterance: Okay so let's do the city I was born in, mother's maiden name, and first pet, is that a choice?

utterance: The name of your pet is, yes sir.

utterance: Okay let's do those choices.

utterance: Perfect. What is the answer to the city question?

utterance: Detroit.

utterance: Your mother's maiden name?

utterance: Jung.

utterance: y.o.u.n.g.

utterance: No j.u.n.g.

utterance: j.u.n.g?

utterance: Yes.

utterance: Okay, and the name of your first pet?

utterance: Bubbles.

utterance: b.u.b.b.l.e.s?

utterance: Yes.

utterance: Okay great. And last question. What is your email address?

utterance: nathan.king at gmail dot com.

utterance: So you should get an email confirmation shortly then, so just make sure to check that please to make sure all of your information is correct.

utterance: Okay no problem.

utterance: Alright then you should be all set.

utterance: Okay thank you very much.

utterance: Can I help you with anything else.

utterance: No I think I'm good.

utterance: Alright mister King then I hope you have a great day.

utterance: Thank you you too.

utterance: Thank you for calling Rivertown Insurance. Goodbye.

utterance: Bye.


utterance: Good morning, Rivertown Insurance this is Jeff how can I help you?

utterance: Yes hi Jeff this is Maria Lopez. I have an auto insurance account with Rivertown and I need to update my payment method.

utterance: Alright sure no problem we can do that.

utterance: Awesome thank you.

utterance: What is your account number Maria?

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

utterance: Eight seven two four six eight. Okay. m I'm not finding that account number.

utterance: #oh really? That's strange because that's the number listed on my bill.

utterance: Okay well let's try another way. What is your date of birth?

utterance: It's two seven nineteen eighty five.

utterance: I was born in eight five as well.

utterance: Oh really? That's cool. Eight five babies yeah!

utterance: We are pretty cool .

utterance: You betcha .

utterance: Okay so I'm still not finding your account so do you mind holding on for a minute?

utterance: Sure no problem take your time.

utterance: Thanks I'll be back soon. Okay I've got it. There was a problem with the system it was freezing. So let's try this again.

utterance: okay.

utterance: So the account number is eight seven two four six eight?

utterance: Yes that's correct.

utterance: Okay I have your account here. So you would like to change your payment method?

utterance: Yes sir.

utterance: Right now you have a Visa card numbers ending in five zero six six. Do you want to change to a different card?

utterance: Yes exactly. I want to change it to my Amex card. Lemme know when you're ready for the information.

utterance: Okay give me just a second.

utterance: Sure no problem.

utterance: Okay so it's an American Express card correct?

utterance: Yes that's correct.

utterance: Okay and what's the card number?

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

utterance: Four zero five eight six.

utterance: No no two fives. Four zero five five eight.

utterance: #oh sorry about that.

utterance: No no it's okay.

utterance: So four zero five five eight six seven three nine one seven two four?

utterance: Yes that's correct.

utterance: And the expiration date?

utterance: April twenty twenty three.

utterance: And the security code?

utterance: two three two three.

utterance: Alright. So with your next bill it will be charged to your American Express card.

utterance: Perfect thank you.

utterance: Absolutely. If you have any problems then call us back and we'll take care of it.

utterance: Great thank you. Also do you all sell pet insurance?

utterance: Yes we sure do. We have a basic plan and a preferred plan.

utterance: And how much are those plans?

utterance: The basic plan is five hundred a year and the preferred plan is a thousand.

utterance: m okay I'll think about it and call back.

utterance: Okay no problem. Can I help you with anything else?

utterance: No that's all. Thank you very much.

utterance: You're very welcome miss Lopez. Have a great day.

utterance: Thank you you too!

utterance: Thank you goodbye.

utterance: Goodbye.


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

utterance: Yes, hello. My name is Karl Atkinson and I called last week about a quote for homeowner's insurance. I would like to follow up on that.

utterance: Alright mister Atkinson I can help you with that. Did you set up an account or speak with an agent?

utterance: no I haven't done any of that yet. I'm not even sure I know what to do.

utterance: Okay so first let me ask you what kind of insurance you want.

utterance: Homeowner's, I said homeowner's earlier.

utterance: Okay and do you know what plan you want?

utterance: Just the regular plan I guess.

utterance: We have three plans.

utterance: Three plans?

utterance: Yes sir.

utterance: Whoever I talked to last week didn't tell me about three plans. This is getting very complicated.

utterance: I understand sir so I will try my best to answer all of your questions.

utterance: Alright thank you appreciate it.

utterance: Absolutely mister Atkinson. So first let me explain our three plans and the pricing structure.

utterance: Alright.

utterance: We have a basic plan which is twelve hundred dollar a year.

utterance: Yeah yeah I think that's the one I want.

utterance: Okay, do you still want to hear the others just so you know all of the options?

utterance: Sure why not.

utterance: Okay so we have the basic plan then the home preferred plan which is sixteen hundred per year and then the home complete plan which is two thousand for the year.

utterance: I think I still want to go with the basic plan.

utterance: Okay no problem. So now we need to get an account set up for you and get you linked up with an agent.

utterance: Oh yeah someone gave me the name of an agent m m who was it? Hold on just a minute I wrote it down here somewhere. Yeah here it is James Konn.

utterance: m we don't have a James Konn in our system as an agent. What is your area?

utterance: Like where I live?

utterance: Yes sir.

utterance: Akron Ohio.

utterance: We have a James Vonn. I think that may be the name you were given.

utterance: Yeah possibly they sound pretty similar don't they?

utterance: Yes sir.

utterance: Yeah I bet that's it James Vonn.

utterance: Okay so you want James Vonn as your homeowner's insurance agent?

utterance: Yes that's correct.

utterance: And you want to go with the basic plan?

utterance: Yes that's correct as well.

utterance: Okay.

utterance: And that's sixteen hundred a year?

utterance: No the basic plan is twelve hundred a year the.

utterance: Oh yeah the next one is sixteen hundred.

utterance: next plan yes that's correct the home preferred plan is sixteen hundred.

utterance: So lemme ask you a question actually.

utterance: Okay.

utterance: Does the home preferred plan have more coverage?

utterance: Yes sir it does.

utterance: m how much more coverage.

utterance: It covers more damage to the house and includes more comprehensive coverage.

utterance: I'm wondering now if I should go with that plan instead.

utterance: I can email you a brochure comparing all of the different plans to help you make a decision.

utterance: Yeah that would be great thanks.

utterance: No problem. What is your email address?

utterance: It's basketballdad at yahoo dot com.

utterance: basketballdad at yahoo dot com.

utterance: #yep that's correct.

utterance: Okay I'll send you the brochure and also James Vonn's contact information so you can directly call him to discuss your insurance options as well.

utterance: Oh great yeah that would be great thank you.

utterance: Absolutely.

utterance: So you'll send all of that to me today?

utterance: Yes sir you should receive it in about fifteen minutes or so.

utterance: Great.

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

utterance: No no that's all.

utterance: Alright then mister Atkinson have a nice day and thank you for calling Rivertown.

utterance: You as well.