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

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

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

utterance: Great.

utterance: Do you know your customer ID?

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

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

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

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

utterance: Oh I'm sure.

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

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

utterance: Mm-hmm.

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

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

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

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

utterance: Yes.

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

utterance: Yes it's Lawson.

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

utterance: Yes.

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

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

utterance: So your Complete Auto plan?

utterance: Yes.

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

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

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

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

utterance: Is that still New Orleans?

utterance: Yes.

utterance: Okay I'm sorry. Continue.

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

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

utterance: Yeah that's me.

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

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

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

utterance: Yes.

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

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

utterance: Take your time.

utterance: Yes I got it.

utterance: Great.

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

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

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

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

utterance: I think that's everything.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

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

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

utterance: Yeah it's Karen Smith.

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

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

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

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

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

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

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

utterance: Okay.

utterance: Can you verify your date of birth please?

utterance: It's January eighth nineteen eighty four.

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

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

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

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

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

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

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

utterance: Yes it's February second nineteen eighty.

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

utterance: Spouse.

utterance: And the reason for removal?

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

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

utterance: Thank you.

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

utterance: Yes go ahead.

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

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

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

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

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

utterance: Okay.

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

utterance: Okay, thank you.

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

utterance: Yes.

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

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

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

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

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

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

utterance: Yes ma'am you can.

utterance: Okay I'll do that then.

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

utterance: No, I think that's it.

utterance: You have a great day. Goodbye.

utterance: Bye.


utterance: Timothy Brum here of Rivertown Insurance how can I help you today?

utterance: Hello Timothy how is the new baby?

utterance: Baby boy number three Joshua called Josh for short has gained three pounds, giggles and is crawling.

utterance: Glad to hear Timothy. I am going to help you out by buying some more insurance.

utterance: Well, thanks but tell me what you're thinking, and I will tell you what we have available.

utterance: Been reading all about this climate upping. I-I think the waters might decide to visit the house. So I need to add water protection to my homeowners policy.

utterance: Spell your last name for me so I can pull up your policy.

utterance: Uh that would be F as in farmer, o as in orange, r as in rabbit, s as in sailing, v as in violin, a as in ant, l as in lake and l as in lake again.

utterance: Your first name Clarence, Clarence?

utterance: Last time checked, and I am in my seventies so I check often, it was.

utterance: So what type of waters are we talking about Clarence? Coming from the outside or inside the house?

utterance: Any type of waters. That article on CNN scared me. It can can came up through the ground into a basement even if you build a twenty foot wall to hold it back.

utterance: Well, Clarence several types of water coverage exists, and we will go through it so you understand. Do you have a vacation home on the ocean?

utterance: No Timothy. I have my regular home on dry land.

utterance: Give me your address.

utterance: four three seven seven zero Patterson Drive, Midland Texas.

utterance: Got it, Clarence. What I am doing is looking on a site called Flood Factor dot com. I am going to email you that link. What it does it shows you over a thirty year period the probability of flooding.

utterance: Timothy are they aware of climate upping?

utterance: Yes Clarence the site includes what I know as as climate change. Your property shows there is minimal risk of flooding over thirty years.

utterance: That's a relief to know.

utterance: So let me explain some things about your homeowner policy. First of all it would not cover that type of flooding. Flooding from the outside is not covered. That takes another policy called Flood Insurance, but your property is not required to have flood insurance.

utterance: Do I have any coverage for water flooding, Timothy? What am I suppose to do if that happens?

utterance: Climate change also means extreme weather events like tornadoes ripping your roof off and rain getting in the house. We do have a policy for that.

utterance: I do have some type of water coverage on my home then but not the one I pondered.

utterance: You have storm damage coverage, Clarence. We have it at seven thousand dollars and due to recent extreme weather events we could up it to ten thousand which is the average pay out.

utterance: #Um what do I get for that coverage totally?

utterance: Let me get the full policy out. Okay it covers windstorms and tornados, ice storms like polar vortex, hail damage, lightening strikes, wildfires, fallen trees, and power surges.

utterance: Seems to me Timothy that is more structural than water.

utterance: It is. Your homeowner policy also covers leaking plumbing that is sudden and accidental, Clarence.

utterance: That include washer leaks, toilet leaks or what about grandkids not turning a faucet off?

utterance: As long as you call right away and do not wait then yes all that is covered after the deductible.

utterance: You're telling me no flood damage from outside is covered with my my policy?

utterance: Correct, Clarence. That takes an additional separate policy. It is not likely you will ever flood that way in your present place.

utterance: #Um I am not going to remember all that. Do you have some papers I can see what waters are covered?

utterance: Clarence you know insurance is all about papers.

utterance: I agree with you there, Timothy. Forked tongue papers.

utterance: That is job security for me, Clarence. I took all the time to remove the forked tongue.

utterance: Okay, I will come get the papers then. Need out of the house anyway.

utterance: What about the additional three thousand we need to add due to extreme weather conditions.

utterance: How about we talk about that when I get there. You got a preferred time, Timothy since you are costing me money.

utterance: You have to have a disaster to get paid, Clarence. I would not be wishing that. Would Wednesday around two ish be good for you?

utterance: I-I will bring my special brew and some homemade bread from the wife. May be the last time after I find out how much more to pay, Timothy.

utterance: We have options, Clarence. I did not intentionally create the extreme weather for biz.

utterance: You gonna make me a customized plan to ease the pain of paying.

utterance: We will look at the whole plan. Most likely there is something that needs to be done away with. Mentioning grandkids instead of kids reminded me.

utterance: That's why I like you Timothy. You try to save a feller a buck.

utterance: See me Wednesday?

utterance: Yeah, Timmy see you Wednesday.

utterance: Okay then. Bye Clarence. Watch out for those waters outside.

utterance: Bye Timothy. No waters out there so going to go play golf.

utterance: Bye.


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

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

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

utterance: Great.

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

utterance: Yes it's Roger Green.

utterance: Thank you, Roger.

utterance: You're welcome.

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

utterance: Where would I find that at?

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

utterance: Hang on and let me get my bill.

utterance: Take your time.

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

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

utterance: Oh jeez. There it is

utterance: Did you find it?

utterance: Yes it's right here.

utterance: Great.

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

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

utterance: It's three seven eighty four.

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

utterance: Yes.

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

utterance: Just the auto for right now.

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

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

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

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

utterance: And can you spell Loblolly for me?

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

utterance: Great thank you.

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

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

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

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

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

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

utterance: Right.

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

utterance: Perfect.

utterance: What else can I do for you today?

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

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

utterance: Okay.

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

utterance: No I'll pay it online later.

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

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

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

utterance: No not today.

utterance: Not a problem. Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes. I heard from a friend that you guys do pet insurance. Is that right?

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

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

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

utterance: Yes it's Francis Moore.

utterance: Thank you, Francis! Do you have your customer ID handy?

utterance: Let me see if I can find it.

utterance: No problem. Take your time.

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

utterance: Thank you for that!

utterance: You're welcome.

utterance: For security purposes may I have your date of birth, please?

utterance: It's February fourth nineteen fifty.

utterance: Great. I've got you pulled up here. To do a pet quote I just have to ask you a couple of questions about your pet. Is that okay?

utterance: Sure!

utterance: Great! What kind of pet is it?

utterance: She's a dog and her name is Sally.

utterance: That's a cute name! What kind of dog is she?

utterance: She is a dachshund. have you ever had one?

utterance: No but they're super cute.

utterance: They really are but oh my gosh they are so stubborn. She's just a puppy and she is definitely in charge.

utterance: . Well I'm sure she runs the house.

utterance: She definitely does .

utterance: How old is she?

utterance: She is six months old.

utterance: So she is just a puppy!

utterance: Absolutely.

utterance: Do you know about how much she weighs?

utterance: She only weighs about eight pounds right now.

utterance: Oh that's tiny.

utterance: Yeah she's not big at all.

utterance: Well with her being so little I would recommend our pet preferred plan.

utterance: What does that cover?

utterance: It'll reimburse you for all of her vet visits and it offers you a discount on the spay procedure.

utterance: That sounds good. How much is that?

utterance: It is one thousand per year.

utterance: Oh boy. That's more than I expected. Do you have any other plans that are cheaper?

utterance: Yes. We do offer the pet basic plan as well for five hundred per year.

utterance: That sounds better. What does that cover?

utterance: It covers emergency vet visits and routine vaccine reimbursement but does not reimburse for check ups and annual visits.

utterance: That's fine. I'm really just looking to cover emergencies.

utterance: Then that sounds like it would be the best option for you.

utterance: Yes it does. I do have a few other places I want to check. Is it okay if I get back to you?

utterance: Absolutely. We have your phone number as eight five two four three six eight seven nine nine. Is that correct?

utterance: Yes it is.

utterance: Is it okay if I give you a call tomorrow to follow up on your search?

utterance: Sure!

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

utterance: I think that's it.

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

utterance: Yes.

utterance: Okay great. The survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye bye.


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

utterance: Hey yes I mailed my bill about a week ago and I haven't seen it get credited to my account and I just want to check on that.

utterance: I'll be happy to look into that for you today.

utterance: Okay.

utterance: May I have your first and last name?

utterance: It's Rita Black.

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

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

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

utterance: Great.

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

utterance: My social is four two four three two four eight two two.

utterance: Mm-hmm.

utterance: And my date of birth is January third nineteen sixty four.

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

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

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

utterance: Yes. It's Rupert.

utterance: That's a cute name!

utterance: Yeah he looks like a Rupert.

utterance: Alright so give me just a moment to pull up your billing information.

utterance: Okay.

utterance: So you said you mailed the payment about a week ago?

utterance: Yes that's right.

utterance: And did you send it regular mail?

utterance: Yes through the postal service.

utterance: Okay. I am showing a pending payment so it looks like it was received. It's in the queue to be processed.

utterance: Okay great so you did get it?

utterance: Yes ma'am.

utterance: When do you think it will show up on the account?

utterance: It shouldn't be too much longer. I would say probably about another business day or so.

utterance: Okay the due date is tomorrow, I won't receive a late fee will I?

utterance: No you shouldn't be charged a late fee because we received the payment before the due date.

utterance: Okay good.

utterance: Did you have any other questions for me?

utterance: Yes is there any other way to pay this other than mailing a check?

utterance: Absolutely! You can pay a multitude of ways.

utterance: Okay.

utterance: We have online options as well as paying through our automated phone system and calling one of our representatives.

utterance: Are there any additional fees for that?

utterance: No ma'am. All of the bill pay services are complimentary.

utterance: Oh good. I'll do that next time then.

utterance: Perfect. What else can I answer for you today?

utterance: I think that's going to be it for today.

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

utterance: Sure. Why not.

utterance: Great. The survey will start as soon as I disconnect the call and will only take a few minutes.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey I'm trying to organize my hurricane kit and I realized I don't have my policy number for you guys. Can you provide that for me?

utterance: I can most certainly pull that up for you.

utterance: Awesome.

utterance: What's your first and last name?

utterance: It's Joseph Brown.

utterance: Thanks Joseph, may I have you full social and date of birth please?

utterance: The social is four two two three seven six two four nine.

utterance: Mm-hmm.

utterance: The date of birth is March seventh nineteen eighty two.

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

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

utterance: Great and for security purposes can you verify your favorite pet's name.

utterance: It's Killer.

utterance: That's a scary name for a pet .

utterance: . Yeah he's a miniature poodle so we thought it would be funny.

utterance: Oh yeah he definitely would seem like a killer at that size.

utterance: Exactly .

utterance: Which policy were you looking to get your policy number on?

utterance: The auto insurance.

utterance: And that's the Preferred Auto plan?

utterance: Yes.

utterance: Okay I have that policy number for you whenever you're ready.

utterance: Okay go for it.

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

utterance: One two three four five six seven eight nine nine?

utterance: Yes.

utterance: Got it.

utterance: Just a reminder, your bill is due tomorrow. Would you like to go ahead and pay it while you're on the phone with me?

utterance: Sure. We can do that.

utterance: The current about due is two hundred dollars.

utterance: Okay.

utterance: How would you like to pay today?

utterance: How about we use a credit card.

utterance: That works. What is the card number?

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

utterance: Perfect. And the expiration date?

utterance: It's twelve of twenty four.

utterance: Okay and the CVV code on the back?

utterance: It's one two three.

utterance: Alright so just to confirm we're going to be making a one time payment of two hundred dollars for your July bill.

utterance: Yes.

utterance: Is your email still killers dad at aol dot com?

utterance: Yes it is.

utterance: Perfect. I've gone ahead and sent a confirmation of payment to your email.

utterance: Great. Thank you.

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

utterance: No that's it.

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

utterance: Sure.

utterance: It will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is John Brown, policy number one two three four five six seven eight and I need to report an accident.

utterance: I'm sorry to hear there was an accident mister Brown. Are you currently in a safe place?

utterance: Yes I'm waiting on the police to finish their report and thought I'd get this out of the way.

utterance: I understand. For security purposes may I have your date of birth and your driver's license number?

utterance: It is nine twenty two nineteen seventy four. My license number is one two three four five six seven eight.

utterance: Thank you. I've got you pulled up here. Can you give me a run down of what happened?

utterance: Yeah I was travelling down highway eighty nine and I was stopped at a red light.

utterance: Mm-hmm.

utterance: Then out of nowhere this guy just rams into me. I guess he was texting or something.

utterance: Was anyone injured in the accident?

utterance: No everyone was fine thankfully.

utterance: That's good to hear. What kind of damage was done to your vehicle?

utterance: It looks like the entire bumper was smashed in and there are scratches all over the trunk.

utterance: Okay. Did the airbags deploy?

utterance: No.

utterance: Okay that's good to hear. Were you able to get the other driver's information.

utterance: I sure was.

utterance: Perfect. What was their first and last name?

utterance: It was Casey c. a. s. e. y. Brown b. r. o. w. n.

utterance: Thank you. And what insurance company do they use?

utterance: It's Cobbtown Mutual.

utterance: Thank you, mister Brown. did you happen to get their policy number with them?

utterance: Yeah let me get my notebook back out.

utterance: Okay. Take your time.

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

utterance: Great. Thanks for that. Did you happen to get their phone number too?

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

utterance: Thank you sir.

utterance: You're welcome.

utterance: Okay sir. I've got all of the information logged in our system.

utterance: Okay what do I do now?

utterance: Once you get the police report, if you want the damage to be covered you'll need to file a claim.

utterance: How do I do that? Do I call in?

utterance: Yes sir. You can call in or you can file the claim on our website.

utterance: That sounds easier than having to hold. Where is that on the site?

utterance: Once you log in it's in the upper left hand corner. It says file a claim.

utterance: Okay. That sounds pretty simple.

utterance: If you'd like sir, I can go ahead and start it and then you could upload the police report later.

utterance: No, that's okay. I don't really feel like getting into all of that right now.

utterance: I understand sir.

utterance: I think I'll just log in when I get home to do it.

utterance: That's not a problem sir. Was there anything else I could do for you today?

utterance: No I think that's everything for right now.

utterance: Okay, great. Again I'm sorry to hear about the accident.

utterance: Yeah it's kind of crazy. You never expect it to happen.

utterance: Oh I know. All of our customers say that they didn't see it coming.

utterance: I can definitely relate now .

utterance: Well try to enjoy the rest of your day. Goodbye.

utterance: Bye.


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

utterance: Yes I need to update some of my security information on here. I think someone got ahold of my info and is trying to pretend to be me.

utterance: Oh no. I'm sorry to hear that.

utterance: That's okay. Better to be safe than sorry right?

utterance: Absolutely.

utterance: So that's why I'm calling.

utterance: Well I'd be happy to update that information for you.

utterance: Great.

utterance: Let's start with your first and last name please.

utterance: It's Jacob Green.

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

utterance: Yes hang on I need to get it out of my wallet.

utterance: Take your time.

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

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

utterance: It's June third nineteen eighty eight.

utterance: Great. Now we have your current security question as your mother's maiden name. Is that correct?

utterance: Yes it should be.

utterance: And what is the answer?

utterance: It should be Johnson.

utterance: That's correct. What were you wanting to change it to?

utterance: What are my options?

utterance: We can use name of your childhood best friend, name of your high school, name of your first pet et cetera.

utterance: What about like name of my favorite teacher?

utterance: We can do that one.

utterance: Okay I'm just thinking that one because I don't think anyone would be able to guess that.

utterance: I agree. It's hard to guess something like that because it's a memory not really an item.

utterance: Exactly.

utterance: What do you want the answer to be?

utterance: missus Salter.

utterance: Great. So I have your email on here as Jacob underscore Green at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Perfect. So what I'm going to do now is send you an email confirming we've made the change.

utterance: Okay it won't have any like information in it will it?

utterance: No it will just say your security preferences have been updated.

utterance: Oh that's fine. Hey while I'm at it can we change my password online too?

utterance: Of course. Do you want me to send the change password link to that same email.

utterance: Yes please.

utterance: Okay. I've got it sent please confirm that you've received it.

utterance: Okay hang on let me get logged in.

utterance: No worries.

utterance: I have it.

utterance: Great. Go ahead and click the link. It should take you to a secure page to change your password.

utterance: Okay I see it

utterance: Now you'll just select a new password.

utterance: Okay does it need any like numbers or something?

utterance: It will need a capital letter, a number and a symbol.

utterance: Okay.

utterance: Is it working for you?

utterance: it seems like it so far.

utterance: Great. Let me know if you hit any roadblocks.

utterance: Okay it says the password has been successfully changed.

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

utterance: No that was it. Thank you.

utterance: You're very welcome. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey yes I have a renewal coming up and I usually pay only once a year but this year I can't make one large payment. I need to see if I can do it monthly.

utterance: Yes I can definitely help with changing your billing frequency.

utterance: Great.

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

utterance: Yes it's Margaret Fletcher.

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

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

utterance: Take your time.

utterance: I can't find it.

utterance: That's okay We can look up your information a different way.

utterance: Okay good.

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

utterance: Sure my social is four two four three seven one two three four.

utterance: Okay.

utterance: And my date of birth is May third nineteen eighty nine.

utterance: Great. Thank you for that.

utterance: You're welcome.

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

utterance: I think it's one two three four four nine six seven eight nine.

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

utterance: Yes it's Atkins.

utterance: Like the diet?

utterance: Yeah . Everyone always says that.

utterance: Yeah it's the first thing that came to my mind.

utterance: Yeah that's what everyone thinks.

utterance: Okay so you want to change your billing frequency from annual to monthly, correct?

utterance: Yes. What is the payment difference? Is there a convenience fee or anything?

utterance: Yes ma'am. There is a three dollar per month processing fee to pay monthly versus annually.

utterance: Oh that's not too bad.

utterance: No ma'am and you also have the option to set up automatic payments so you don't have to worry about remembering to pay.

utterance: Can I do that online?

utterance: Yes once we complete the change you can sign up for auto pay online.

utterance: Will this change my policy renewal date?

utterance: No ma'am. Your renewal date will stay the same it will just be due monthly.

utterance: Oh okay.

utterance: So to confirm we're going to change your billing frequency from annually to monthly effective on your renewal date of July thirtieth.

utterance: Yes. I confirm.

utterance: Great. I have that changed for you.

utterance: When will I be able to see what my monthly payments are?

utterance: Once the system updates you should receive an email with your new billing breakdown.

utterance: How long does that take?

utterance: Usually it is in the system by the next business day.

utterance: Okay.

utterance: We have your email as joes mom twenty four seven at gmail dot com. Is that correct?

utterance: Yes that's correct.

utterance: Perfect. Just keep an eye out on your email and you should receive that confirmation.

utterance: Okay great!

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

utterance: No. I think that's all.

utterance: Well thank you for calling. Have a good rest of your day!

utterance: You too!

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey I got several policies with you guys but I saw online that you offer pet insurance. Can you tell me how much that costs?

utterance: I'd be happy to help with your pet quote today.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Nancy Johnson.

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

utterance: Where would I find that at?

utterance: It should be on your bill, on your profile page on our website, or in our mobile app.

utterance: Oh okay. Hang on and let me get a bill.

utterance: Take your time.

utterance: Okay what number on this bill is it?

utterance: It should be in the top left corner and it should start with the number one.

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

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: Yes it's July first nineteen sixty two.

utterance: Thank you for that, Nancy. What kind of pet do you have?

utterance: It's a Persian cat.

utterance: I love those. They are so pretty.

utterance: Yes. She is. She's very spoiled.

utterance: I'm sure . My cat runs the house.

utterance: Oh yeah so does she. She is definitely the boss.

utterance: How old is she?

utterance: She just turned one last week.

utterance: Well happy belated birthday!

utterance: Yes we had a little party for her.

utterance: That's so cute.

utterance: Thank you.

utterance: You're welcome. Do you know how much she weighs?

utterance: She is eight pounds.

utterance: Great. I have a couple of different options here for you.

utterance: Okay what are they?

utterance: We have the Petcare Basic which covers your normal vet visits and reimburses for vaccines.

utterance: Okay and what else?

utterance: We also have the Petcare Preferred which covers all of the vet visits including a visit to an emergency vet if needed.

utterance: That one sounds better. How much is it?

utterance: The Petcare Preferred is one thousand per year.

utterance: Jeez. That's more expensive than I thought.

utterance: Yes ma'am. I understand. Keep in mind that it covers all of your visits and a visit to an emergency vet which can get really expensive really fast.

utterance: That's true.

utterance: How about I email you over the options of the two plans so you can see a full breakdown?

utterance: That sounds good.

utterance: Is your email still nancy underscore johnson at gmail dot com?

utterance: Yes it is.

utterance: Alright Nancy I've got that sent out to you.

utterance: Great can I think on it a little bit and give you guys a call back?

utterance: Of course this quote is good for thirty days.

utterance: Okay wonderful.

utterance: No I think that's it.

utterance: Well you have a great day, okay?

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah my name is Ricky Johnson and I'm customer there. I haven't had access to a computer in a while and I need to see when my bill is due and make a payment.

utterance: Okay Ricky. I'd be happy to help with that. Do you have your customer ID?

utterance: Let me see if it's in my wallet.

utterance: Okay take your time.

utterance: I don't see it. I haven't been around a computer in a while. I kind of fell on hard times you know.

utterance: I'm sorry to hear that.

utterance: Yeah I lost my job and my wife in the same week and I've had to move back in with my parents.

utterance: Oh no. Sounds like you've had a rough time.

utterance: Yeah.

utterance: Well that's okay I can look you up a different way.

utterance: Great.

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

utterance: The social is four four seven eight two three four five six.

utterance: Mm-hmm.

utterance: The date of birth is October thirteenth nineteen eighty seven.

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

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

utterance: Great. And for security purposes can you tell me your favorite pet's name?

utterance: Yeah it's Rufus.

utterance: Thank you for that.

utterance: You're welcome.

utterance: I'm showing that there's currently a total bill of seven hundred thirty dollars with a minimum of three hundred twelve due today.

utterance: Yeah. I'm a little bit behind that's why I'm calling to pay it.

utterance: How much would you like to pay today?

utterance: just the three hundred twelve today.

utterance: Okay. How would you like to pay?

utterance: Can I use my debit card?

utterance: Yes sir we accept debit or credit cards.

utterance: Okay let's do that then.

utterance: What is the card number, security code, and expiration date?

utterance: The card number is one two three four four three two one one two three four four three two one.

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four and what else?

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

utterance: Oh it's one two three.

utterance: Great. So just to confirm we are going to make a one time charge to the card ending in four three two one in the amount of three hundred twelve dollars today.

utterance: Yes.

utterance: Okay. I've gone ahead and made that payment for you.

utterance: Thank you.

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

utterance: Yes.

utterance: I have emailed you a copy of your receipt for today's transaction.

utterance: Great! Thank you so much.

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

utterance: No I think that was all.

utterance: Okay. There will be a brief survey at the end of the call to gauge your service today. Would you like to participate?

utterance: I don't think so, not today.

utterance: That's not a problem sir. I hope you enjoy the rest of your day. Goodbye.

utterance: Bye.


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

utterance: Hey I was wondering if I could get a quote for car insurance. My friend uses you guys and had some good things to say. I'm trying to lower my premiums.

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

utterance: Yes it's Gary Peters.

utterance: Nice to meet you Gary. What kind of car are you wanting to get a quote on?

utterance: It's a Toyota Corolla.

utterance: Those are great vehicles. Several of my family members have one and they love them.

utterance: Yeah it's been a good car so far. I haven't had any issues at all.

utterance: What is the year model of your Toyota?

utterance: It's a twenty sixteen.

utterance: Great, thank you for that.

utterance: No problem.

utterance: What state will the vehicle need to be insured in?

utterance: Florida.

utterance: Awesome. That's where I'm from. Can I have your date of birth please?

utterance: It's ten twenty nine ninety three.

utterance: Perfect, and what is your current address?

utterance: It is one one three two East Nine Mile Road Pensacola Florida three two five one four.

utterance: That's one one three two East Nine Mile Street Pensacola Florida three two five one four?

utterance: No it's east Nine Mile Road not street.

utterance: Sorry about that. Give me just a couple of seconds to finalize everything here so we can see what we can do.

utterance: Sounds great.

utterance: Okay, mister Peters. We have three different plan options for you to choose from.

utterance: Okay what are they?

utterance: We offer Basic at one thousand per year, Preferred at fifteen hundred per year, and Complete at two thousand per year.

utterance: What's the difference between the Preferred and the other one.

utterance: The Preferred and the Complete?

utterance: Yes those two.

utterance: The Preferred plan has a seven hundred fifty dollar comprehensive and collision deductible and rental care coverage but does not cover emergency roadside assistance.

utterance: Okay.

utterance: The Complete plan has a two hundred fifty dollar comprehensive and collision deductible with rental coverage and emergency roadside.

utterance: What kind of rental coverage do they have?

utterance: Both are forty dollars per day with a fourteen day maximum.

utterance: And what does emergency roadside do?

utterance: That's for if you breakdown, we will pay for a tow or to change a tire et cetera.

utterance: That makes sense.

utterance: I can email you breakdowns of the differences in plans if you'd like.

utterance: Sure that'd be great.

utterance: What is your email address?

utterance: It's gary underscore peters at gmail dot com.

utterance: That's gary underscore peters at gmail dot com?

utterance: Yes, Gary as in g. a. r. y.

utterance: Got it. I'm sending that over to you now. Can you tell me once you've received it?

utterance: Yeah hang on let me open my computer.

utterance: Take your time.

utterance: Yes I have them here and I'm looking over them.

utterance: Perfect does any of those meet your needs and beat your current rates?

utterance: Yeah I'll need to talk with my wife though to see what she wants to do first.

utterance: That's okay. Do you mind if I reach back out to you probably tomorrow to see if you want to move forward?

utterance: Yeah that would be okay.

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

utterance: No I think that's it.

utterance: Perfect. Enjoy your day, mister Peters. Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. My name is Lisa. To whom do I have the pleasure of speaking with?

utterance: Kim Brown.

utterance: Thank you miss Brown. What can I help you with today?

utterance: I'm an idiot and thought I could remember my password but apparently I can't. I believe it locked me out because I tried too many passwords.

utterance: I see. I can definitely help you with your password but first can I get your full legal name, date of birth and policy number?

utterance: Yeah, it's Kimberly J Brown. Date of birth is April first nineteen ninety.

utterance: Wonderful. Do you have the policy number handy? If not, I can look it up by your social.

utterance: #Um, maybe. Can you hang on a second?

utterance: Of course. Take your time.

utterance: Okay, here it is. seven two two one forty-two sixty-sx.

utterance: Ah, I found you. Yes, it does appear that you have been locked out of your account.

utterance: It's so hard to remember since you are supposed to use different passwords for different things. You know what I mean?

utterance: Oh yes. I have to write everything down these days.

utterance: I seriously need to start.

utterance: I am going to reset your password now. It will take just a few moments. Other than your password issue, how is your day going?

utterance: Just fine. Busy. Ugh, it's just so hot outside, too. Are you in Florida also?

utterance: No, we are here in the great state of Texas. But yes, the heat here is nearly unbearable. At least we don't have the humidity you do, I feel for you.

utterance: I know, right?

utterance: I can't even imagine. I would melt before noon. Good news, miss Brown! It seems that the reset of the account was successful. Now you will need to enter your user name and the temporary password -

utterance: Hang on. Let me get back to that page. I'm sorry, my computer is really slow today.

utterance: I completely understand. It's okay.

utterance: #Um okay! So I put in my user name and then what?

utterance: I will give you a temporary password so you can get into your account. The system will then prompt you to create another secure password.

utterance: Perfect. I'm ready.

utterance: The password is rivertownkb.

utterance: Okay, all lowercase?

utterance: Correct. I will wait on the line to make sure you don't have any trouble.

utterance: Thanks.

utterance: Of course! Let me know when you are in.

utterance: #Huh for some reason it isn't working.

utterance: What type of error message are you receiving?

utterance: Oh, it says incorrect username. Hang on a minute, let me see.

utterance: Okay. Let me know if you need help.

utterance: Oh, you know what? It autocorrected my username. Let me fix it.

utterance: Sounds good.

utterance: Yes! I'm in!

utterance: Wonderful. Did the prompt to create a new password come up?

utterance: Yeah, I'm doing it right now.

utterance: Awesome. Is there anything else I can assist you with today?

utterance: I don't think so. But I better right down this password right now before I forget.

utterance: Sounds like a wonderful idea. Just be sure to keep it in a secure place.

utterance: I'll create a secret hiding place.

utterance: Perfect. Have I answered all of your questions?

utterance: Oh yes. You are wonderful. Thank you.

utterance: I appreciate that. We here at Rivertown Insurance thank you for being such a loyal customer.

utterance: Thanks.

utterance: You stay cool now, you hear?

utterance: Easier said than done but I'll try.

utterance: That's the truth. Have a wonderful day miss Brown and thank you for calling Rivertown Insurance. Bye now.

utterance: Bye!


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

utterance: Yes. I just recently got married and I've been with you guys for years so I'd thought I'd add my new husband as a dependent.

utterance: Congratulations! I'd be happy to help you out.

utterance: Thank you.

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

utterance: It's Katie Bower.

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

utterance: No. I normally keep it in my purse but I don't have that with me today.

utterance: No worries. I can look you up a different way.

utterance: Perfect.

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

utterance: It's four five four three two five seven six two and my date of birth is May third nineteen ninety three.

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

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

utterance: Great. And for security purposes can you verify your favorite pet's name?

utterance: It's Bubbles.

utterance: Thank you.

utterance: You're welcome.

utterance: So when did you guys get married?

utterance: Just a week ago we just got back from our honeymoon.

utterance: How exciting!

utterance: It was really great.

utterance: Well congrats again. What policy were you wanting to add him as a dependent to?

utterance: The health coverage.

utterance: Do you have that policy number? It should be on your insurance card.

utterance: Oh yes hang on and let me get it.

utterance: Take your time.

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

utterance: Great. Now may I have your new husband's first and last name?

utterance: It's Greg Aldridge.

utterance: And his date of birth?

utterance: January third nineteen ninety one.

utterance: Thank you for that. Does he have any health issues that you are aware of?

utterance: No. He's healthy as a horse as far as I know.

utterance: Perfect. Give me just a moment to enter all of this in for you.

utterance: Okay.

utterance: Alright. It looks like your premium is only going to go up by thirty four dollars a month.

utterance: Great. Can I go ahead and pay that now?

utterance: You want to go ahead and pay the full bill for the month with the changes?

utterance: Yes.

utterance: The total will be four hundred thirty two dollars.

utterance: That's fine.

utterance: How would you like to pay today?

utterance: Can I use my bank account?

utterance: Yes you can. I'll need your routing and account number for that.

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

utterance: Okay.

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

utterance: Great. And is this a checking account?

utterance: Yes it is.

utterance: Okay. So just to confirm we're going to make a one time payment in the amount of four hundred thirty two dollars.

utterance: Yes.

utterance: Alright. I've got that processed for you and I've got your husband added as a dependent.

utterance: Great.

utterance: We have your email as Katie Bower underscore thirty two at hotmail dot com. Is that correct?

utterance: Yes.

utterance: I will send a confirmation of payment and the changes in your policy to the email.

utterance: Okay thank you so much.

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

utterance: No, you've been great. Thank you.

utterance: Not a problem at all. There will be a brief survey after the call that will ask you about your experience. Do you mind holding to complete that?

utterance: No I don't mind at all.

utterance: Great. It will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day and congratulations again. Goodbye.

utterance: Thank you. Goodbye.


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

utterance: Yeah I'm at the DMV and I'm trying to register my car but they need proof of insurance so I guess I need you to send me a copy.

utterance: Okay I can definitely help with that.

utterance: Great.

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

utterance: It's Roger Grant.

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

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

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

utterance: Okay.

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

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

utterance: Mm-hmm.

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

utterance: Great. Thank you. Do you have the phone number associated with the account?

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

utterance: Perfect. And for security purposes what is your mother's maiden name?

utterance: It's Johnson.

utterance: Perfect. How would you like me to send the proof of insurance?

utterance: What ways can you send it?

utterance: We can fax it to a phone number, email, or mail the proof.

utterance: Let's do fax and then can you email it to me as well?

utterance: Okay. Let's start with the fax. Do you have the number we will be sending it to?

utterance: Let me get it from the clerk. Hang on.

utterance: Take your time.

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

utterance: Okay to confirm we are going to send a one time fax of proof of insurance to the phone number ending in three seven six three?

utterance: Yes.

utterance: Okay. I have that request in. It should take approximately twenty minutes.

utterance: Okay.

utterance: We have rogers world twenty twenty at hotmail dot com. Is that the email you want the proof sent to as well?

utterance: No actually. That's changed.

utterance: What is the new email?

utterance: It's roger underscore grant underscore designs at gmail dot com.

utterance: Okay I have that updated in our system.

utterance: Great.

utterance: And I have sent that proof of coverage to your email. Can you confirm that you've received it?

utterance: Let me get logged in. One second.

utterance: No worries.

utterance: Yes. I've got it.

utterance: And just to confirm, you didn't want a mail copy today correct?

utterance: No just fax and email.

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

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

utterance: Great. There will be a brief survey at the end of the call to rate your experience today. Would you have some time to fill it out?

utterance: No not at this time. I'm trying to get all of this stuff done and the DMV is not the best place.

utterance: I understand sir.

utterance: Thank you.

utterance: You're welcome sir. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hello I just recently moved and I need to update some information with you guys.

utterance: Not a problem. I'd be happy to help. I'm assuming you need to change your address?

utterance: Yes and update my phone number too.

utterance: I can definitely do that for you. May I have your first and last name?

utterance: It's Joe Gonzalez.

utterance: Thanks, Joe. Do you happen to know your customer ID?

utterance: Let me see if I can find that.

utterance: No worries. Take your time.

utterance: Would it be on my bill somewhere?

utterance: Yes it should be in the top left corner under customer information.

utterance: Is it the eight digit number?

utterance: That should be it, yes.

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

utterance: Perfect. Thank you for that. May I also have your date of birth for security purposes?

utterance: It's January fifteenth nineteen ninety three.

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

utterance: Yes.

utterance: What is the old address on the account?

utterance: It's three two two Second Street, Los Angeles, California nine oh two one oh.

utterance: Thank you. And what do we need to change it to?

utterance: The new address is four two seven Grady Boulevard, Los Angeles, California nine zero two one two.

utterance: That's g. r. a. d. y.?

utterance: Yes.

utterance: Perfect. I've got that updated for you. Do you need it to be effective immediately or later in the month?

utterance: You can put it effective immediately. I'm already moved in.

utterance: Okay. I have that updated.

utterance: Great.

utterance: What is the old phone number on the account?

utterance: Oh it's eight five zero four two two three seven six nine.

utterance: Okay and what are we changing it to?

utterance: It needs to be eight five zero three two two eight four seven nine.

utterance: Awesome. I've got that changed for you as well.

utterance: Thank you.

utterance: We have your email as joe g. at hotmail dot com. Is that still a good email?

utterance: No actually. It's now Joe Gonzalez nintety four at gmail dot com.

utterance: Okay! I've got that updated as well.

utterance: Great. Sorry about that I changed a lot of information so I could start over with some stuff.

utterance: Not a problem! I completely understand .

utterance: Great.

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

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

utterance: Sure thing. Give me just one second to pull that up.

utterance: No worries.

utterance: Your bill of three hundred twenty two dollars is due on July thirty first.

utterance: Great thanks.

utterance: No problem. Would you like to go ahead and make that payment?

utterance: No not at this time.

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

utterance: No that's all.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day sir. Goodbye.

utterance: You too. Goodbye.


utterance: Hello and thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yeah I think I'm locked out of my online account I keep trying to log in and it says too many invalid attempts.

utterance: I can definitely assist with that. I lock myself out of my account frequently .

utterance: Well practice makes perfect right?

utterance: Exactly.

utterance: I kept trying but I guess I just can't remember the password.

utterance: That's okay we can reset it together.

utterance: Great.

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

utterance: It's Kasey Jones.

utterance: Thank you, Kasey. Do you happen to know your customer number?

utterance: I don't I'm sorry. I usually get it from the online site but I'm locked out.

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

utterance: Awesome.

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

utterance: My social is four two four three two four seven six two.

utterance: Great. Thank you and your date of birth?

utterance: It's October second nineteen ninety one.

utterance: Perfect. What is the phone number associated with your account?

utterance: It's gonna be two five one three six three four nine eight two or four nine eight three. I'm not sure which one you have.

utterance: We have four nine eight two listed. Is that still valid?

utterance: Yes it is.

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

utterance: Yes it's Jeffries.

utterance: Perfect. We have your email as Kasey underscore Jones at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Great so Kasey I've gone ahead and unlocked your account and sent you an email that will allow you to change that password.

utterance: Okay awesome.

utterance: Can you confirm that you got the email?

utterance: Yes hang on and let me check.

utterance: Take your time.

utterance: Alright I've opened the page.

utterance: Great. Is it prompting you to create a new password now?

utterance: Yes.

utterance: Perfect remember the new password has to have at least one capital letter, a number, and a symbol.

utterance: Okay.

utterance: Any issues so far?

utterance: No everything is going smoothly.

utterance: Great.

utterance: Okay it looks like I was able to fully change it.

utterance: Perfect. Now let's navigate back to the home page so we can try to log in again.

utterance: Okay.

utterance: Let me know when you're there.

utterance: Okay I'm back at the homepage.

utterance: Great, now let's try to log in using that new password.

utterance: Okay

utterance: Let me know if it gives you any issues.

utterance: It looks like it's let me in!

utterance: Great!

utterance: Thank you so much.

utterance: You are very welcome keep in mind that you can always unlock your account and change your password using the forgot your password link on the site.

utterance: Okay cool.

utterance: No I think that was everything.

utterance: Great. Enjoy the rest of your day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah, my name is Jamie Gresham and I need to see if you got my last payment and ask a question about my coverage.

utterance: I'd be happy to help you with that, Jamie. I do have to ask you a couple of security questions to pull up your account. Is that okay?

utterance: That's fine.

utterance: Perfect. Can you verify your date of birth for me?

utterance: I couldn't hear you. What did you say?

utterance: yes could you verify your date of birth for me?

utterance: Oh. Sorry I'm at work and around a lot of loud machines so I couldn't hear you. I'm sure you're probably ready to get off just like I am.

utterance: It's not so bad today for me so I'm okay so far.

utterance: Good to hear. My date of birth is five twenty five seventy two.

utterance: Thank you sir. And is Jamie spelled j. a. m. e. e.?

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

utterance: Sorry about that. What is your customer number?

utterance: Oh I don't have that on me. Can you hang on so I can see if I have it in my wallet?

utterance: Not a problem. Take your time.

utterance: Okay it's not in my wallet. Can you use something else like my social?

utterance: Yes sir. What's your social?

utterance: Two two four two four three four five six.

utterance: Perfect. Thank you. now can I have your phone number and your mother's maiden name?

utterance: My what?

utterance: I need the phone number on the account and the answer to your security question which is your mother's maiden name.

utterance: Oh yeah. my phone number is two five one three six three four two two two.

utterance: And your mother's maiden name?

utterance: Roye. r. o. y. e.

utterance: Perfect. I've got you pulled up here, Jamie. You wanted to know if we received your last payment?

utterance: yeah and I need to ask a question.

utterance: Okay no problem. It looks like we haven't received a payment this month. When did you pay it?

utterance: Oh I mailed the check a couple of days ago.

utterance: It can take up to seven business days to reflect on your account if you pay by mail so it probably just isn't showing yet.

utterance: Oh okay. That makes sense. My question is how do I add someone as a what do you call it where they're on my policy.

utterance: You mean add a dependent?

utterance: Yeah that.

utterance: All we would need is their name, date of birth, their relationship to you and if they have any health issues.

utterance: Oh I don't have all of that right now. Can I just give you their name?

utterance: No sir, we would need all of that information to add them as a dependent.

utterance: Okay. Do I have to call back in?

utterance: You don't have to necessarily. You can add a dependent online or on the phone.

utterance: How do I do it online?

utterance: you would just need to log in to your account and on the left side of the page there's an option to edit your policy and under that is an option to add a dependent.

utterance: I got you. can I pay online that way too?

utterance: Yes sir you can pay your bill, edit your account, and change your information on there.

utterance: Okay.

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

utterance: No I think that was all.

utterance: Okay well thank you for calling in today, Jamie.

utterance: Thanks for the help.

utterance: No problem. Enjoy the rest of your day. There will be a survey after the call that rates how satisfied you are with the service today if you would like to fill it out. you just need to stay on the line after I disconnect.

utterance: Okay I can do that.

utterance: Perfect. Goodbye.

utterance: Bye.


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

utterance: Yes I want to see if I can change my payment from monthly to annually. I keep forgetting to pay it every month.

utterance: I'd be happy to help you with that and you'll actually be happy to know it's cheaper to pay annually than monthly.

utterance: Oh well that's awesome.

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

utterance: It's Jacob Green.

utterance: Thank you, Jacob do you know your customer ID by chance?

utterance: I do actually.

utterance: Great.

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

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

utterance: It's June twentieth nineteen seventy nine.

utterance: Great. I've got your information pulled up here. Which policy would you like to change the payment frequency on?

utterance: Just the auto policy right now.

utterance: Okay. Is your email still roll tide nineteen ninety at hotmail dot com.

utterance: Yes it is.

utterance: Okay great. To confirm we are changing your payment frequency from monthly to annually effective today.

utterance: Yes.

utterance: Alright I have that changed for you and a confirmation email sent to you to highlight the changes.

utterance: Great.

utterance: Now that we've changed the frequency to annually the balance is due for the rest of the year.

utterance: Okay. How much is that?

utterance: It's four hundred seventy one dollars.

utterance: And I have to pay that now?

utterance: Yes in order to finalize the change a payment must be processed.

utterance: That's fine what payment methods do you guys accept?

utterance: We can accept credit or bank accounts over the phone.

utterance: Okay let me grab my card really quick.

utterance: Take your time.

utterance: Okay I've got it. What do you need off here? Just the card number?

utterance: I'll need the card number, the expiration date, and the CVV code on the back of the card.

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

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four.

utterance: Okay.

utterance: And the CVV code is one two three.

utterance: Great. So just to confirm we are making a one time payment in the amount of four hundred seventy one dollars.

utterance: Yes.

utterance: Alright I've gone ahead and got that processed for you and sent another confirmation email.

utterance: Perfect.

utterance: What else can I answer for you?

utterance: When will the next payment be due?

utterance: Your next payment will be due on January eighteenth when the policy is up for renewal.

utterance: Okay. That's fine.

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

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

utterance: Great there will be a brief survey after this call to rate your experience today. Do you mind holding to take that?

utterance: No I don't mind.

utterance: Great. It'll start as soon as I disconnect the call and shouldn't take more than a couple of minutes.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hi I got a notice in the mail that if I don't pay my bill you guys are going to cancel my policy so I guess I need to pay it.

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

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Robert Miller.

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

utterance: Is it on the cancellation notice?

utterance: It should be. It should be an eight digit number starting with the number one.

utterance: Okay let me go get it really quick.

utterance: Okay. Take your time.

utterance: Okay I have it.

utterance: Great. What is that customer ID?

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

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

utterance: It's July third nineteen ninety nine.

utterance: Happy belated birthday!

utterance: Thank you! It was a really good one this year.

utterance: That's great to hear.

utterance: Yeah I had a lot of fun.

utterance: Great. So I'm showing a past due balance like you said of three hundred and seventy two dollars.

utterance: That's a lot.

utterance: It would cover the past due premium and the premium for July as well. You wouldn't have to pay again until August.

utterance: Oh okay. Well that's not too terrible.

utterance: No it's not too bad for how long you're paying.

utterance: Okay let's do it.

utterance: How would you like to pay today?

utterance: What are my options?

utterance: You can pay via bank account or by credit or debit card.

utterance: Let me see if I have my card and if I don't I'll have to use my bank account information.

utterance: Okay. Take your time.

utterance: Okay I found it what do you need off of it?

utterance: I'll need the card number, the expiration date, and the CVV code.

utterance: Okay the card number is one two three four one two three four one two three four one two three four.

utterance: Perfect. And the expiration date?

utterance: It's twelve of twenty four.

utterance: Okay and the security code?

utterance: It's one two three.

utterance: Okay so to confirm we are making a one time payment of three hundred seventy two dollars effective today.

utterance: Yes.

utterance: Is your email still Rob underscore millertime at gmail dot com?

utterance: Yes it is.

utterance: Okay I've sent a confirmation email to that address showing the payment.

utterance: Great when is my next payment due?

utterance: It will be due on August twenty ninth.

utterance: Awesome.

utterance: No I think that's all.

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

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I recently got married and need to add my husband to my health insurance policy.

utterance: Congratulations on the marriage! I'll be more than happy to help with that.

utterance: Thank you.

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

utterance: It's Heather Nelson.

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

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

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

utterance: Great.

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

utterance: My social is three six six four seven three seven six two.

utterance: Mm-hmm.

utterance: My date of birth is four twenty nineteen eighty two.

utterance: Great. Thanks for that.

utterance: You're welcome.

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

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

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

utterance: Yes. It's Hutcheson.

utterance: Great. So because you just got married you are eligible to add your husband at this time.

utterance: Great.

utterance: I'm sure you're excited to be a newlywed.

utterance: Oh yes. We had a great wedding and honeymoon and now it's back to real life.

utterance: Well hopefully it'll be an easy transition .

utterance: Yes. I hope so .

utterance: Do you have your insurance card handy?

utterance: I do.

utterance: Can you tell me what the policy number is on that card?

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

utterance: Great. Thank you for that. May I have your husbands first and last name?

utterance: It's Garrett Nelson.

utterance: Thanks and Garrett is spelled g. a. r. r. e. t.?

utterance: No it's actually g. a. r. r. e. t. t.

utterance: Okay thank you and what is his date of birth?

utterance: It's October first nineteen ninety one.

utterance: Does he currently have any health issues?

utterance: No he's pretty healthy. No issues so far.

utterance: Great. Give me just a moment to enter this information in.

utterance: Okay.

utterance: Alright so I've got your updated information. Your premium will increase by thirty two dollars per month and that will be reflected in your next bill.

utterance: Okay when does his coverage start?

utterance: It's effective starting tomorrow. New cards will be mailed to the address we have on file.

utterance: Great.

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

utterance: No I think that's it.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day and congratulations again!

utterance: You too!

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is Carol Jenkins, my date of birth is June third nineteen twenty two.

utterance: Thank you Carol. Do you have your customer ID?

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

utterance: Great. What can I do for you today?

utterance: Oh! I need to pay my bill and ask a question about auto-pay.

utterance: I can definitely assist you with that today.

utterance: Great.

utterance: What policy were you wanting to pay on today?

utterance: The auto policy.

utterance: Your Preferred Auto plan?

utterance: Yeah that one.

utterance: Okay and how would you like to pay today?

utterance: Well first, how much is it?

utterance: I'm showing a balance due of three hundred twenty four dollars for July.

utterance: Okay. How can I pay?

utterance: You can either use a credit card or your bank account information.

utterance: Okay. Well I don't know where my card is so I guess I'll use my bank account.

utterance: That will work. Do you know your routing and account number?

utterance: The routing number is two six three two eight one six nine five or is it two six three two eight one six nine seven?

utterance: I'm not sure ma'am.

utterance: Hang on and let me look it up.

utterance: Take your time.

utterance: Here it is. It's two six three two eight one six nine five.

utterance: Great and the account number?

utterance: That's one two zero zero zero four seven six two two.

utterance: And is this a checking account or savings account?

utterance: It's a checking account.

utterance: And we have carol underscore crafts a lot at gmail dot com. Is that still a good email address?

utterance: Yes it is.

utterance: Great. So to confirm we're going to make a one time payment in the amount of three hundred twenty four dollars from the account ending in seven six two two.

utterance: Yes.

utterance: Perfect. I've got that processed and a confirmation sent to your email address.

utterance: Thank you.

utterance: You're welcome. What was your question about auto-pay?

utterance: Oh yeah how can I enroll?

utterance: I can do it for you over the phone or you can do it online through your account portal.

utterance: Oh where is that online?

utterance: Are you logged in now?

utterance: Yes.

utterance: Under the Pay Your Bill section you should see enroll in auto-pay.

utterance: Oh well jeez. There it is. I could've done that. .

utterance: That's okay I'm glad I could help.

utterance: I'm a little off today.

utterance: That's okay. We all have those days.

utterance: That's for sure.

utterance: No I think that's it!

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah I'm trying to register my car and they need my insurance number and I don't have it.

utterance: That's not a problem. I can look it up for you!

utterance: Great, thanks. Trying to register this car has been a nightmare. Hopefully this will be easier.

utterance: I understand. When I registered mine it took almost a week. It was crazy.

utterance: Yeah it's definitely been a process.

utterance: So to get us started may I have your first and last name please?

utterance: It's under Shelly Rider.

utterance: Thanks, Shelly. May I have your social and date of birth?

utterance: Yes it's five nine one two nine three four five six and my date of birth is June seven nineteen ninety one.

utterance: Great and we have your phone number as two five one three six three four eight seven two. Is that still correct?

utterance: It was, but now it's two five one three four eight one two three four.

utterance: Okay great and for security purposes can you tell me your mother's maiden name?

utterance: Yes it's Smith.

utterance: Thank you! I've got you all pulled up here. What plan were you needing the policy number for?

utterance: it's my car insurance, I don't know what it's called.

utterance: It looks like you're enrolled in the Basic Auto plan.

utterance: Yes that's the one I need.

utterance: it looks like your policy number is one two three four five six seven eight.

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

utterance: That's correct.

utterance: How do I get proof of that?

utterance: You can download it online or I can fax it to you.

utterance: How do I get it off the site?

utterance: You'll need to log in to your profile. On the upper-left corner you will see print ID cards.

utterance: I don't know my password.

utterance: That's okay. I can reset that for you if you'd like?

utterance: Can you? That'd be awesome.

utterance: Not a problem. We have your email as shelly rider eight eight at aol dot com. Is that still correct?

utterance: Yes that's my email.

utterance: Okay, Shelly. What I've done is sent a password reset email to that address. Can you tell me if you received it?

utterance: Let me check. Hang on.

utterance: Okay. Take your time.

utterance: Yes it looks like I got it.

utterance: Great. Now go ahead and click the link. It should ask you a security question. Do you see that?

utterance: Yes it looks like it is.

utterance: Okay. Now you will just answer the question and select a new password.

utterance: Okay.

utterance: Were you able to get in?

utterance: Yeah! It looks like I was.

utterance: Great.

utterance: Now I'm terrible at remembering these things. Do I need to call if I need to reset it again?

utterance: You can actually reset it online using the forgot password option.

utterance: Okay.

utterance: Do you see the option to print your ID cards, Shelly?

utterance: Yes I have them all printed and ready to go!

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

utterance: No that's it.

utterance: Well great. I hope you have a good day. Goodbye.

utterance: Bye.


utterance: Good evening. Thank you for holding and I apologize for the wait. How may I assist you?

utterance: I'm actually looking to change my insurance plan for my family and I.

utterance: I can definitely assist you with this. May I start with your name please?

utterance: George Turner.

utterance: Thank you, mister Turner. For security purposes, can you provide your eight digit customer number and birthdate?

utterance: Sure. August first nineteen eighty. My account number is, hang on a minute. #Uh, hang on, it's here somewhere. It's eight four two nine nineteen eighty five.

utterance: Wonderful, please hold while I access your account.

utterance: Okay.

utterance: Yes, I have you pulled up here. Just so I am clear, you want to switch your current auto plan.

utterance: Correct. I need a lower deductible.

utterance: I can take a look and let you know your options. I see that this plan covers you, your wife Lucy and your son David, correct?

utterance: Yes.

utterance: I see. Do you mind if I put you on a brief hold while I research the plans that may work for you?

utterance: #Uh sure.

utterance: Thank you so much for holding and I apologize for the wait.

utterance: Yeah, you see this is the third time I've called in and the hold times are ridiculous so I always end up hanging up.

utterance: I'm so sorry to hear that and I understand your frustration. May I quickly go over the two plans I found that will fit your needs?

utterance: Yeah, but quickly because I have to get back to work. I don't have endless time to spend on hold.

utterance: I understand, sir. I will make this quick. The Preferred and the Complete auto plans that we have available both carry a lower deductible than your current basic plan.

utterance: Nah, I already looked at the Complete auto plan. Way too high of a premium.

utterance: I see. In this case, you are trading a higher premium for a lower deductible. The Preferred plan would be ideal because of the low deductible and the premium is just a little over $four zero a month on what you are currently paying.

utterance: Huh. I'm wondering if a lower deductible is the way to go now. My son has had two accidents this year in the high school parking lot, but they were minor so I just paid out of pocket because my deductible is so high.

utterance: I understand. The Preferred plan is a lower deductible so depending on the cost of those fender benders, you may have met that deductible and been covered.

utterance: how much more is it a year than what I have?

utterance: Annually the increase would be five hundred dollars total.

utterance: Okay, so I guess I need to think about this a little more.

utterance: Of course, sir. Honestly, I think the Preferred plan is a great option at this point. Lower deductible, and only forty or so extra dollars a month.

utterance: But the premium is higher and I don't know if it would be worth it.

utterance: I understand.

utterance: If only I had that crystal ball I saw on Amazon.

utterance: Wouldn't that be helpful? I think we all could use one of those.

utterance: Isn't that the truth? Well, thank you for the information. I think I will take a little time to discuss with my wife.

utterance: Absolutely. You know we are here to answer any additional questions you may have. While I have you on the line, has your son by chance taken a defensive driving course?

utterance: #Uh well, I mean we put him in the driving school to get his Iicense. Is that what you mean?

utterance: There is an additional course that is offered for teens that includes defensive driving techniques and instruction on driving in the elements, what to do if the car hits a patch of ice, etc.

utterance: That's cool.

utterance: It really has a lot of value and we here at Rivertown Insurance recognizes this. Not only will you have more piece of mind as a parent, Rivertown offers a one time credit of $three five zero upon completion of the course.

utterance: Woah! That sounds great.

utterance: I know the cost of the course runs a few hundred dollars, so basically Rivertown covers the cost and then some with the discount.

utterance: Yeah, and maybe the knucklehead will stop banging into cars in the parking lot. Maybe I should send my wife with him.

utterance: That would be a definite plus. I know I was very happy when my daughter was finally able to get her own insurance plan. I sure hope your wife isn't around to hear that comment by the way.

utterance: No, I'm at work and also don't have a death wish. And yeah, can't wait until he can pay for his own insurance for sure.

utterance: It's wonderful, I can promise you that.

utterance: All right, let me look into that course and talk to my wife. I don't want to make the decision without talking to the boss.

utterance: There you go. mister Turner, do you have any additional questions that I may answer for you?

utterance: Nope, I think I got it. I need to go but thanks for your help.

utterance: It has been my pleasure, mister Turner. I hope you have a great rest of your day.

utterance: You as well.

utterance: I appreciate that. Thank you so much for calling Rivertown Insurance.

utterance: Yup. Bye bye.

utterance: Bye!


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

utterance: Yeah. I'm shopping around for life insurance rates and I wanted to see how you guys compare. I heard a lot of good things about your company from friends.

utterance: Perfect! I'd be more than happy to provide you with a life insurance quote.

utterance: Great.

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

utterance: It's Maria Sanchez.

utterance: Nice to meet you, Maria. What's got you in the market for life insurance?

utterance: Well I'm not getting any younger and I don't want to leave my family with a burden.

utterance: I can definitely understand that. Smart choice.

utterance: I think so.

utterance: What state do you live in?

utterance: I'm in Colorado.

utterance: Perfect. And you are female correct?

utterance: Yes.

utterance: Do you currently use any type of tobacco products?

utterance: No, never had any desire to.

utterance: Great. That will save you some money.

utterance: Hopefully so! .

utterance: What is your height and weight?

utterance: I am five foot seven inches tall and I weigh one hundred and forty pounds.

utterance: And do you have any pre-existing conditions?

utterance: Nope I'm healthy as a horse so far.

utterance: Great to hear! So you would describe your health category as in good health?

utterance: Absolutely.

utterance: What kind of coverage amount were you looking for?

utterance: I was thinking around the five hundred thousand mark.

utterance: We can definitely manage that.

utterance: Great.

utterance: Now we do offer different types of policies. Are you familiar with life insurance?

utterance: Not really.

utterance: Okay we have term life, whole life, and universal life that we offer here.

utterance: What's the difference?

utterance: Term life is a set amount for a set period of time such as like ten years, twenty years, et cetera.

utterance: Okay.

utterance: Whole life and universal life are essentially for the remainder of your life and they build cash value.

utterance: Mm-hmm.

utterance: The difference between those is that in whole life we decide how the cash value is invested and universal life you have more control.

utterance: I like the idea of the ones that build cash value.

utterance: Great. Those are both good choices. Would you prefer whole life or universal life?

utterance: probably whole life because I'm more familiar with it.

utterance: Great.

utterance: What is the price difference?

utterance: The whole life policy we offer will be eighteen hundred per year.

utterance: And the universal life?

utterance: It's quoted at twelve hundred per year.

utterance: okay. Yeah I still think I would prefer a whole life policy.

utterance: Great. May I have a phone number or email address to send the quote to?

utterance: Yes my phone number is eight five zero seven one two eight five three three.

utterance: Great. Would you like it emailed also?

utterance: Yes. Email is Maria dot Sanchez at gmail dot com.

utterance: Perfect! What do you say we go ahead and get you enrolled?

utterance: I do have a few other places I want to get quotes from first. Can I call back in if I decide to move forward?

utterance: Absolutely. You can call back in or select the personalized link in the email I sent to finalize the quote.

utterance: Great.

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

utterance: No. I think that was it.

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

utterance: Bye.


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

utterance: Yes we just adopted a new baby and I need to add her to my health plan.

utterance: Congratulations! I'm sure you're ecstatic.

utterance: Oh thank you. Yes we are very very happy.

utterance: That's great. I'd be more than happy to help you add her.

utterance: Perfect.

utterance: May I have your first and last name?

utterance: It's Sally Rider.

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

utterance: I sure do. One second and let me grab it.

utterance: Take your time.

utterance: Alright I have it. Are you ready?

utterance: Go for it.

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

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

utterance: My date of birth?

utterance: Yes.

utterance: It's November seventh nineteen eighty four.

utterance: Great. Thank you for that. What is your new baby's first name?

utterance: It's Elizabeth.

utterance: And that's e. l. i. z. a. b. e. t. h.?

utterance: That's right.

utterance: Great. And have they made her last name the same as yours?

utterance: Yes.

utterance: So that's r. i. d. e. r.?

utterance: That's correct.

utterance: Great. What is Elizabeth's date of birth?

utterance: It is July third two thousand twenty.

utterance: Well happy late birthday to Elizabeth!

utterance: I will be sure to tell her .

utterance: Does she have any kind of health issues?

utterance: No she is healthy as a horse.

utterance: That's great to hear.

utterance: I agree.

utterance: Alright so I have her added here. It looks like your premium is going to go up by thirty three dollars per month.

utterance: That's not bad.

utterance: Not at all. Because you've already paid your bill this month there is a prorated charge of twelve dollars for the remainder of the month.

utterance: Okay.

utterance: How would you like to pay today?

utterance: Credit card.

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

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

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four and

utterance: The security code on the back?

utterance: That's three two two.

utterance: Perfect. So just to confirm we've added miss Elizabeth to your health coverage effective today and we're making a one time charge of twelve dollars to the card ending in three seven two two.

utterance: That's correct.

utterance: Awesome. Well I have all of that processed for you. You should receive new cards in the mail in about four to seven business days.

utterance: Great.

utterance: What else can I do for you today?

utterance: I think that's all.

utterance: Well congratulations again. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah I need to check my account balance.

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

utterance: Yeah it's Kasey Brown. My date of birth is June second nineteen ninety four and my mother's maiden name is Green.

utterance: Thank you, Kasey. Do you have your customer number by chance?

utterance: Oh hang on and let me see if I have that with me.

utterance: No worries. Take your time.

utterance: I don't have it.

utterance: Not a problem. I can look you up a different way.

utterance: Okay good.

utterance: What's the phone number associated with the account?

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

utterance: Okay, great. Can you also tell me your social?

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

utterance: Perfect. I've got you pulled up here. What plan balance were you looking for?

utterance: what do you mean?

utterance: I see you have life, pet and auto insurance with us. Which balance were you looking for?

utterance: Oh! I need to know how much is left on my car insurance.

utterance: I understand. It looks like your remaining balance is eight hundred seventy two for the plan and you have a bill of one hundred thirty five due tomorrow.

utterance: Okay. Can you tell me the life insurance now?

utterance: Yes. The life insurance balance is three hundred twenty three dollars and a payment of eighty seven is due on the twenty eighth of this month.

utterance: Okay.

utterance: Would you like to go ahead and make a payment?

utterance: Yeah could I? That'd be great.

utterance: Sure! Which policy would you like to pay today?

utterance: Just the car insurance for right now.

utterance: Not a problem. So you just want to pay the payment of one hundred thirty five that's due tomorrow?

utterance: Yes.

utterance: Would you like to pay by check or credit card?

utterance: let me see if I have my credit card with me.

utterance: Okay take your time.

utterance: I do have that. What do you need off of it?

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

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

utterance: Thank you, and the security code on the back?

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

utterance: Perfect. Just to confirm we are making a one time payment of one hundred thirty five dollars today on the card ending in four five six seven?

utterance: Yes that's correct.

utterance: Okay! I've gone ahead and processed that payment for you.

utterance: When will that show up on my account.

utterance: It should post today and you should see the credit within twenty four business hours.

utterance: And when will it come out of my bank?

utterance: It's usually same day but that's up to your bank mostly.

utterance: Oh okay.

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

utterance: No I think that's all.

utterance: Perfect, once I disconnect there will be a brief survey about your experience today. Do you mind filling that out?

utterance: Sure. I can do that.

utterance: Perfect. Enjoy your day. Goodbye.

utterance: Goodbye.


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

utterance: Yes, I need to file a claim. We lost my wife this week.

utterance: I'm so sorry for your loss. I'll definitely be able to assist you with that claim.

utterance: Thank you.

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

utterance: Yes it's Jason Gresham, date of birth is nine twenty two fourty nine.

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

utterance: Let me see if I have it in my wallet.

utterance: No problem. Take your time.

utterance: I have papers everywhere. You never realize how much paperwork is involved when someone passes away.

utterance: I can't imagine. I'm sure it's complicated on top of dealing with losing someone. Hopefully we can make this easy for you.

utterance: Hopefully so. My customer ID is one two three four five six seven eight.

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

utterance: Yes it was Gloria Gresham.

utterance: And her date of birth?

utterance: It was January third nineteen fifty.

utterance: Thank you, Jason. What state did you reside in when she passed?

utterance: We have lived in Florida all of our lives.

utterance: Now I do see two policies here. One for you and one for her. Do you have her policy number?

utterance: Hang on and let me see if that's around here in these papers.

utterance: No problem.

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

utterance: Thank you for that.

utterance: You're welcome.

utterance: And we have eight five zero four five nine one two three four as your phone number. Is that correct?

utterance: Yes.

utterance: Okay. We're almost done here, mister Gresham.

utterance: Okay.

utterance: Can you tell me what day missus Gresham passed away?

utterance: Yes. It was July twenty third of twenty twenty one.

utterance: And what was her cause of death?

utterance: Heart attack.

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: I'm ready.

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

utterance: Okay so what happens now?

utterance: I have filed the claim and put it in the queue for your claims representative. He or she will call you to collect some documents so the claim can be finalized.

utterance: What kind of documents will they need?

utterance: Generally they will ask for a copy of her death certificate and a routing and account number for payout or an address to mail a check to.

utterance: Oh. Okay.

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

utterance: No that's all.

utterance: Okay. Again, I am so sorry for your loss. There will be a brief survey after I disconnect that examines your experience today if you'd like to participate.

utterance: Yes, I can do that.

utterance: Okay. Thank you, Jason. The survey will start after I disconnect. Please let us know if there's anything else we can do for you.

utterance: Okay, thank you.

utterance: Goodbye.

utterance: Bye.