utterance: Hello, Thanks for calling Rivertown Insurance, my name is Jen, can I help you?

utterance: Hi Jen, I am trying to learn more information on some insurance plans. [Laughter].

utterance: Certainly Id Love to tell you all about our plans. Can I have your first name please?

utterance: yeah! My first name is Rebecca, R.e.b.e.c.c.a.

utterance: ok, Let's see if I got this right. It's R.e.b.e.c.c.a..

utterance: #mhm.

utterance: Ok, Can I have your last name now please?

utterance: #Uh, my last name is Robinson. Spelled R.o.b.i.n.s.o.n.

utterance: R.o.b.i.n.s.o.n. is that correct?

utterance: Yes, mam.

utterance: Rebecca, what is the best phone number to reach you, in case we get disconnected?

utterance: My cell phone number is Five one five, two eight zero, nine three seven five.

utterance: Okay that was, five one five, two eight zero, nine three seven five. Is that correct?

utterance: yes.

utterance: Awesome. alright, what type of insurance policy were interested in knowing more about?

utterance: A couple, if you don't mind.

utterance: Of course, I don't mind at all. Rivertown provides insurance for Pets, Rent, Life, automobile, condo and homeowners. Which insurance would you like to know more about?

utterance: I just moved from out of state and bought my first home, .

utterance: Wow! Congratulations on your new home! Where did you move from?

utterance: Maine.

utterance: Where abouts did you move to?

utterance: here in southern California. .

utterance: [Laughter], how do you like it so far?

utterance: it's a lot warmer .

utterance: Yea, that is true. .

utterance: [Laughter], and expensive.

utterance: [Laughter] so are you looking for homeowners insurance?

utterance: Yea, my last insurance company had a bundle option for home and auto.

utterance: We do have home and auto insurance but our rates stay the same.

utterance: #oh, ok.

utterance: Ok, Rebecca, who was your previous providers?

utterance: I had basic auto insurance from CareLot.

utterance: #mhm, and have you canceled that policy?

utterance: Yes, I have.

utterance: #oh, Great! We offer Basic auto insurance for one thousand dollars a year, is that something you are still interested in?

utterance: No, well, actually, I just bought a new car as well, and want something with a little more coverage. Is there any kind of discount for bundling home and auto insurance?

utterance: -huh, like I said before, we do not have any promotions at this time. Is the bundle still something you want to move forward with?

utterance: #mhm, Yes, it is, I think Ill just stick to to Basic insurance.

utterance: Sure, we can do that for you. Basic provides the minimum protection for you and your vehicle. It is lowest cost option.

utterance: Ok great, wait, so if I get into an accident, then just my vehicle will be covered and myself, not the other driver or his car?

utterance: That is correct. #Uh I think repairs is up to a ten thousand dollar coverage, and fifteen thousand for medical.

utterance: #oh,

utterance: is that going to be enough coverage for you? Our Preferred option, covers both you, your vehicle and the other party involved for five hundred dollars more a year.

utterance: how much is that a month?

utterance: #mhm Sure, give me one second to calculate that for you.

utterance: Ok, thank you.

utterance: Ok, Rebecca, thats one hundred and twenty five dollars a month.

utterance: #oh ok, before I decide, can you tell me a little about your insurance options for homeowners?

utterance: Yes of course, So we offer basic, preferred and complete. Basic provides dwelling protection which covers the structure and foundation of the home and other structures attached to the home against certain risks like, weather. Preferred provides dwelling protection for the home as well as personal property inside the home and other structures attached to the home. Finally, our complete homeowners insurance provides dwelling protection, personal property and liabilities for all injuries or damage to someone elses property.

utterance: What are the monthly costs for each of those?

utterance: Yeah, sure hold on one second for me please.

utterance: yup.

utterance: Ok, #mhm so, Basic insurance is one hundred dollars a month, Preferred insurance is about one hundred thirty three and thirty three cents, and our complete homeowners insurance comes out to be one hundred sixty six dollars and sixty seven cents a month.

utterance: ok, Thank you. I might need some time to think it over.

utterance: Do you have any questions about the policies, that I can help you with? Maybe we can come to a decision together.

utterance: you know what I think Ill just do the basic for both and if I feel like I need to change it later, can I just call you guys, and have it switched?

utterance: Yes, you can also log into the online account we set up earlier to access and change any of your information. Customer service is always available as well.

utterance: Okay great. #Um lets let us do that then.

utterance: Great! I'm going to need some more information from you.

utterance: Ok, #mhm anything you need.

utterance: Thank you, okay let us see. #Um lets work on your auto insurance policy first, can I have the make and model of your vehicle please?

utterance: yea, it is a two thousand and nineteen Tesla Model number three.

utterance: Oh wow! Nice new car! Do you like it?

utterance: Yeah, it's very nice!

utterance: Ok Rebecca, can you give me the Vin number for this car please?

utterance: yea, give me one second I have to go to my car and get it.

utterance: Sure, no rush.

utterance: #oh okay I got it [Laughter] okay, are you ready?

utterance: Yes, sir. Go ahead.

utterance: It is, three B. nine. S. T. six four five four zero T. seven two four eight nine.

utterance: ok, let me read that back to you.

utterance: #mhm.

utterance: three B. nine. S. T. six four five four zero T. seven two four eight nine is that correct?

utterance: Yup, #mhm.

utterance: Awesome, have you ever been in any car accidents in the last five years.

utterance: No, I have not.

utterance: okay, have you had any tickets in the last five years?

utterance: no. I have not.

utterance: and any D.U.I.'s?

utterance: no. no.

utterance: Great lets start your home owners insurance.

utterance: My house has three bedrooms and two bathrooms.

utterance: #oh, perfect. Thank you. And you wanted Basic Insurance for your home as well?

utterance: Yes mam.

utterance: Great! you are all set up. Your first monthly premiums are due one the second on next month, does that work for you?

utterance: Yes, Thank you.

utterance: Ok Rebecca, is there anything else I can help you with today?

utterance: No, Thank you so much Shelly for all of your help.

utterance: You are very welcome. Now if you have any questions, you can call us back any time. You have an amazing rest of your day.

utterance: Thank you. You too. Bye.

utterance: Bye.


speaker_role: Agent

utterance: Thank you for Calling Rivertown Insurance my name id Dale, how may I help you today?

speaker_role: Customer

utterance: Hi there Dale, was it?

utterance: Yes, sir, how may I help you today?

utterance: my name is Rodger, and I already have an account with you guys.

utterance: Okay Rodger, how are you doing today.

utterance: I am good, how are you?'.

utterance: I am doing well. [Laughter].

utterance: Good, I can't get into my account.

utterance: I Can help you with that. is the problem the username or the password?

utterance: It's the password, I think I need to reset it.

utterance: I can help you with that for sure. give me one second Rodger while I try to access your account.

utterance: ok great thank you.

utterance: sure, lets Lets start with your first and last name.

utterance: yea, my first name is Rodger.

utterance: Can you spell that for me Rodger?

utterance: yup. R.o.d.g.e.r.

utterance: R.o.d.g.e.r?

utterance: yes thats right.

utterance: Okay, can I have your last name please?

utterance: Yea, it is Morgan. M.o.r.g.a.n.

utterance: Okay, let me se if I got this right.

utterance: Okay.

utterance: M.o.r.g.a.n. is that correct?

utterance: #mhm, yes it is.

utterance: Great. And what is your phone number?

utterance: was that, Six six one seven five five zero zero nine five?

utterance: no it's Six Six one seven five five zero three nine five.

utterance: #oh ok Six Six one seven five five zero three nine five?

utterance: [Laughter] yes thats right.

utterance: Awesome. Alright I see an email here, which would be your username.

utterance: Okay. Hold on let me get a pen and paper.

utterance: okay, take your time.

utterance: Ok. #mhm I'm ready, go ahead.

utterance: Ok, it's Morganrodgereight three at gmail dot com.

utterance: #oh, yeah I knew that. Can we reset my password.

utterance: #oh #mhm sorry sir, Let me get to your security questions here. One second.

utterance: okay?

utterance: Alright, I just need you to verify the answer for me, so we can change the password for your account. What was the name of the street you live on as a child?

utterance: #oh Pamela Square.

utterance: Ok, Rodger. It's all set I have a temporary password here for you, you can now go back into your account, then you will be prompted to change it to your new password.

utterance: Ok what is the temporary password? I'm ready.

utterance: its Capital A lowercase b. and c. one two three.

utterance: Okay you said, capital A lowercase b. and c. one two three.

utterance: Yes, that is correct sir.

utterance: Ok great, thank you so much.

utterance: -huh your very welcome. Call us back if you have any other questions or problems changing your password.

utterance: Okay. Thanks again. have a good day.

utterance: You as well. Bye-bye now.

utterance: Bye.


utterance: Good afternoon, and thanks for calling Rivertown Insurance. How may I help you today?

utterance: Finally got someone jeez. Yeah. My name is John Brown, policy number one two three four five six seven eight and I need to cancel my plan.

utterance: Hello mister Brown, thank you for that info, I'm sorry to hear you want to cancel but I'm happy to help with that.

utterance: Uh-huh sure you're sorry to hear it. You guys have been price gauging me for too long.

utterance: I'm sorry to hear about your dissatisfaction with our prices. I'm happy to discuss that with you but I need to verify some information first.

utterance: Okay. What do you want?

utterance: Can you verify your date of birth for me and your policy number one more time for me? I didn't catch it the first time.

utterance: It's one two three four five six seven eight and my date of birth is one one fifty six.

utterance: Okay I've got that pulled up here for us. It looks like you're on our Home Complete plan. Is that correct?

utterance: Yeah but not for long.

utterance: I'm sorry you think our prices are too high. We tend to be competitive in the market. Have you thought about swapping over to our Home Preferred plan instead?

utterance: What's the difference? It's probably still to high.

utterance: Well, the Home Preferred plan is a similar level of coverage but your premium will be sixteen hundred per year instead of the two thousand you're currently paying.

utterance: Sixteen hundred on the Home Select plan?

utterance: Yes, the Home Preferred plan.

utterance: I don't think so. It's really still too expensive for me.

utterance: I understand sir. Again, I'm sorry that you're leaving but we can move forward with your cancellation.

utterance: Okay.

utterance: It looks like you've paid your premium for this month, in that case your cancellation will be in effect at the beginning of your next billing cycle.

utterance: What day is that?

utterance: That would be the fifteenth of August.

utterance: That's fine. I don't get a partial refund or anything for what I've already paid?

utterance: No sir, but you will still be covered if anything happens until August fifteenth.

utterance: Fine. What else do I need to do to get this thing closed?

utterance: That should be all the information I need. I will need to confirm a few details before your cancellation is complete. Is that okay?

utterance: I guess so.

utterance: To confirm, we are cancelling your Home Complete plan and that will go into effect on August fifteenth. Do you understand the terms?

utterance: Yes I do. Is there any other way to do this? I need to get back to work and this is taking too long.

utterance: We are almost finished.

utterance: Great.

utterance: I have cancelled that plan for you. Did you have any additional questions for me today?

utterance: Yeah will I get anything in the mail or in writing so I know this has been cancelled?

utterance: Yes. You should be receiving a cancellation notice within seven to ten business days.

utterance: Is there any way to expedite that? I need proof that this is cancelled. I don't want you guys charging my account anymore.

utterance: Unfortunately, there is no way to expedite the cancellation notice. I can assure you that the plan is cancelled and you should not have any additional premiums taken from your account.

utterance: I guess that's fine, but if anything else comes out of my bank account I will definitely be calling back. You people have taken enough of my money.

utterance: I understand. That should not be the case.

utterance: Okay great.

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

utterance: No. I think that's it.

utterance: We thank you for calling Rivetown Insurance. There should be a brief survey at the end of the call. Please rate your service today between one and five.

utterance: Is one the lowest?

utterance: Yes. One would be the lowest and five would be the highest.

utterance: I understand. I will fill it out for you.

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

utterance: I won't. I'll be at work .

utterance: I know the feeling.

utterance: Thanks for your help.

utterance: No worries. Goodbye.

utterance: Bye.


utterance: Hi there! Thank you for calling Rivertown Insurance, my name is Rachel, how may I assist you today?

utterance: Hi Rachel, I'm calling because I want to cancel my insurance plan with you guys.

utterance: Oh, sure, I can help you with that sir.

utterance: Great.

utterance: can I get your first name please sir?

utterance: #mhm yea, my name is Chris.

utterance: What is the spelling for that?

utterance: C.H.R.I.S.

utterance: ok C.H.R.I.S, Chris, is that your full first name?

utterance: no I'm sorry I haven't had my coffee yet. [Laughter] it's Christopher.

utterance: [Laughter], #oh, I get it Chris. Can you spell that for me?

utterance: Yes, it is C.h.r.i.s.t.o.p.h.e.r.

utterance: Great and your last name please?

utterance: Colon.

utterance: ok, can you spell your last name for me please?

utterance: C.o.l.o.n.

utterance: Awesome thank you.

utterance: Yea.

utterance: What is the phone number we have on file?

utterance: Six six one, two five two, six eight four four.

utterance: ok, that was six six one, two five two, six eight four four, is that correct?

utterance: Yes it is.

utterance: Good. Ok Christ it says here you have Petcare Preffered insurance with us, is that what you are looking to cancel?

utterance: yes it is. It is an extra expense I cannot afford at this time.

utterance: Oh, ok. I understand.

utterance: -huh it's been a difficult year for my family and I, and I just don't think we can afford the thousand dollars a month.

utterance: #oh well, we do offer a plan at a lower cost to you Chris.

utterance: I didn't know that.

utterance: #mhm, yes Chris we have Basic Petcare insurance.

utterance: how much is that a month?

utterance: It is let me look here, ok yes it's five hundred dollars for one month of coverage.

utterance: Yea, I don't know if I can do that either.

utterance: ok.

utterance: I'm just being completely honest, I just want to cancel.

utterance: Ok, Chris. Do you have another plan with us?

utterance: no I do not.

utterance: ok, may I ask what company you have for your home and auto insurance?

utterance: #Oh yea, I have Westdale insurance from the last city we lived in.

utterance: Ok, thank you Chris.

utterance: Yea, they are kind of expensive too .

utterance: yes we have competitive pricing.

utterance: #oh, yeah I haven't really thought about switching, I have been with them for years.

utterance: I can tell you a little about our offers in comparison to theirs if you would like?

utterance: No, I am actually in a hurry and just wanted to cancel my Petcare plan.

utterance: Ok, I can do that for you right now.

utterance: Ok Thank you.

utterance: ok Chris you are all set, your plan is canceled as of today.

utterance: uh ok Rachel thank you.

utterance: Your very welcome. Have a great day.

utterance: Ok you too bye now.

utterance: Bye.

utterance: Oh, sure, I can help you with that sir.

utterance: Great.

utterance: can I get your first name please sir?

utterance: #mhm yea, my name is Chris.

utterance: What is the spelling for that?

utterance: C.H.R.I.S.


utterance: Hello, Rivertown Insurance, thank you for calling. How may I help you.

utterance: Hello. How are you?

utterance: I'm good, are you an existing customer with us?

utterance: yeah, I need to change my address, we recently moved a few blocks over.

utterance: Oh really, okay, yeah I can do that for you!

utterance: Great thank you so much.

utterance: Your welcome! My name is Sherry, Can I have your first name please?

utterance: Yes, -huh, my name is Jeffery.

utterance: Can you spell that for me please Jeffery?

utterance: yea, J.e.f.f.e.r.y.

utterance: J.e.f.f.e.r.y. is that correct?

utterance: Yes, it is.

utterance: Great, Can I have your last name now please?

utterance: Yes, It's Tales. Like dog tales [Laughter].

utterance: , #oh spell that for me please.

utterance: [Laughter], okay. T.a.l.e.s.

utterance: #oh, you werent kidding.

utterance: nope .

utterance: Alright Jeffery, is the phone number we have on file staying the same?

utterance: #oh, you know what, come to think of it, our house number has changed as well.

utterance: What about the cell phone numbers, have they stayed the same?

utterance: Yes.

utterance: Great okay lets start with the new house number.

utterance: Ok, yeah the new number is eight one eight four two four nine five six four.

utterance: You said Eight one eight four two four nine five six four. Is that right?

utterance: Yea thats correct.

utterance: Okay, now you said you want to change addresses, right?

utterance: Yes, we really just moved a few blocks.

utterance: -huh, did you move to a new home, apartment, or a duplex?

utterance: a house.

utterance: How many bedrooms is it?

utterance: It's a four bedroom house.

utterance: It says here that the previous address had only three bedrooms.

utterance: Yea, [Laughter], we are actually expecting a baby at the end of the year.

utterance: #awe thats amazing congrats on the new house and the new baby!

utterance: #oh thank you so much .

utterance: Do you know what you are having yet? A boy or a girl?

utterance: no my wife wants it to be a surprise! [Laughter].

utterance: #oh my! I don't know if I would be able to handle that. [Laughter].

utterance: yeah it's been kinda hard for me too.

utterance: #oh I bet! Alright Jeffery and how many bathrooms?

utterance: two bathrooms.

utterance: Ok, any sheds, garages, or add ons?

utterance: yes there is a two car garage and a small shed.

utterance: -huh and is the shed separate from the house or attached?

utterance: it is attached to the side of the house.

utterance: Okay, any pools, backyard or extra land.?

utterance: No, a small backyard but thats it.

utterance: Okay great thank you for answering those questions.

utterance: Your welcome.

utterance: Ok, Jeffery, what is the address?

utterance: yea, it's One two three seven nine Walnut street.

utterance: #mhm, that was one two three seven nine, Walnut Street. Is that correct?

utterance: Yes mam.

utterance: What is the city and state and zip code?

utterance: Guildford, Maine Zero four four four three.

utterance: Can you spell the city for me please?

utterance: Yes, G.u.i.l.d.f.o.r.d.

utterance: That was G.u.i.l.d.f.o.r.d.. Is that right?

utterance: Yes it is.

utterance: Great, and the zip code that was zero four four four three, right?

utterance: Yes.

utterance: Great. I think that is all I need from you. Can I help you with anything else today?

utterance: No thank you Sherry, that was it.

utterance: You are very welcome. have a great rest of your day.

utterance: Thank you, you too.

utterance: okay, bye.

utterance: Bye.


utterance: Rivertown Insurance, this is Anna, how can I help you.

utterance: Hi, Anna. We just moved and I need to make sure our bills come to the new place.

utterance: Sure, I can help you with that.

utterance: Great!

utterance: Let's pull up your account. What's your first and last name.

utterance: Greg Anders.

utterance: Alright, Greg. One moment please. Huh. I don't see, is that Anders, a.n.d.e.r.s?

utterance: Yes, that's right.

utterance: Okay, hm. I don't see it. Let me try one more thing.

utterance: Oh, I wonder if it's under my wife's name. She's the one who set up the account.

utterance: Okay, what's her name?

utterance: Gwen.

utterance: Okay, Gwen, g.w.e.n., looking that up here. Here we go. Yes, it looks like it's under her name.

utterance: Okay. You found it. Good.

utterance: So I'll need her date of birth please.

utterance: Okay, it's February ninth of ninety two.

utterance: Okay. Do you know the last four of her social?

utterance: Um, hang on a minute. I need to ask her.

utterance: No problem.

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

utterance: Nine four three two, okay. One moment here while I pull that up.

utterance: Okay.

utterance: Alright, she has you here as an authorized user on the account, which is great.

utterance: Okay, good.

utterance: Alright sir, so let's get that new address starting with the house number.

utterance: Okay. Oh man, what did I do with it? You'd think I'd be prepared for this call! .

utterance: Oh, I've moved before. I know what it's like.

utterance: Oh, it's crazy. Stuff everywhere. I feel so disorganized.

utterance: Yep, exactly.

utterance: I know I've got it here somewhere. I just had it.

utterance: Take your time.

utterance: Here we go. I have it. Are you ready?

utterance: I'm ready.

utterance: Okay, six three one one seven.

utterance: Six three one one seven.

utterance: Dove Court.

utterance: Dove, D as in dog, O, V as in Victor, E. Is that right?

utterance: Exactly.

utterance: Great. City and state?

utterance: Summerville Wisconsin.

utterance: Summerville Wisconsin. Got it. What's the zip there?

utterance: eight one three five two.

utterance: eight one three five two. Alright. So let me repeat all that back to you to make sure I have it right.

utterance: Okay.

utterance: I've got six three one one seven Dove Court in Summerville Wisconsin with a zip of eight one three five two.

utterance: That's right.

utterance: Okay, got it. It looks like your next bill will be sent out, let's see here, next week.

utterance: Okay.

utterance: So now that you're updated in our system, you should receive that bill at your new address.

utterance: Great! Thanks!

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

utterance: No, that's it. Thanks!

utterance: No problem, sir. Enjoy your new home and have a fabulous day!

utterance: You too! Bye!

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. This is Rhonda. How can I help you today?

utterance: Um, hi, Rhonda. Just a second here, sorry. Okay. I couldn't find my debit card for a minute there.

utterance: uh oh.

utterance: Yeah, it's okay. I just found it.

utterance: Oh good!

utterance: Anyway, I need to give you my new card information.

utterance: I'm sorry, I'm not sure what you mean.

utterance: I just changed banks and I.

utterance: Oh! Now I understand. You want to update your payment information.

utterance: Yeah, sorry. I guess I should have said that.

utterance: No, no. That's okay. Alright, now that we're on the same page, let's get your account pulled up. Could I get your first and last name?

utterance: Sure, it's Emily Stiles.

utterance: Alright, Emily, e.m.i.l.y, Styles, s.t.y.

utterance: No, s.t.i.

utterance: Oh, okay, s.t.i.l.e.s. Is that correct?

utterance: Yes.

utterance: Thank you, Emily. And your birthdate?

utterance: four five of ninety four.

utterance: Alright, I've got April fifth of nineteen ninety four. Let me pull that up here.

utterance: Okay.

utterance: Okay, I've got it here. Let me get to your payment information here, just a moment.

utterance: Okay.

utterance: Alright, so you're no longer with U.S. Bank, is that correct?

utterance: That's right. Now I'm with Great Mountain Credit Union.

utterance: Okay, just putting that in here. Got it. Now do you want to use your card or your bank account information?

utterance: I'll use my debit card here.

utterance: No problem. Go ahead and give me that card number whenever you're ready.

utterance: Okay. It's five two four.

utterance: five two four.

utterance: eight one nine two.

utterance: eight one nine two.

utterance: four four seven four two.

utterance: four four seven four two.

utterance: six five seven one.

utterance: six five seven one. Okay, let me repeat that back to you. Make sure I have this right.

utterance: Sure.

utterance: Okay, I've got five two four, eight one nine two, four four seven four two, six five seven one.

utterance: Yep, that's right.

utterance: Perfect. Okay, now what's your expiration date.

utterance: twelve of twenty seven.

utterance: Alright, that's December of two thousand and twenty seven.

utterance: Yes.

utterance: Alright, and now I just need those three numbers on the back of your card.

utterance: Okay, it's two one seven.

utterance: Alright, two one seven. Got it. Great. I've got your payment information updated for you. Is there anything else I can help you with?

utterance: Yeah, how will this work since I have automatic payments?

utterance: That's a good question. Let me look at your account here.

utterance: Okay.

utterance: It looks like your payments come out on the fifteenth of every month.

utterance: uh huh.

utterance: So it looks like your payment for this month just came out a few days ago.

utterance: Right.

utterance: So we have plenty of time for your automatic payments to transfer over into that new bank account.

utterance: Great! Okay.

utterance: Glad that worked out for you! Is there anything else I can help you with?

utterance: No, I think that's it. Thank you!

utterance: You're sure welcome! I hope you have a great rest of your day.

utterance: You too!

utterance: Alright now, goodbye.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. My name is Mike. How can I help you?

utterance: Hi, Mike. Um, I need insurance for my dog.

intents: EnrollInPlan GetQuote

utterance: Sure, I can help you with that. Do you already have an account with us?

utterance: No. I was at the vet and, uh, I saw a flyer on the board. I talked to the vet a bit about it too.

utterance: Great! Let me just get some information from you here.hang on a secondmy computer is being slow today.

utterance: Yeah, I know the feeling. I hate technology.

utterance: It's great when it works! .

utterance: Right? I know!

utterance: Okay, here we go. What's your first and last name?

utterance: Brian Clemmer.

utterance: Is that Clemmer, c.l.e.m.m.e.r?

utterance: Yep.

utterance: Alright. Now let's get your address. What's your address?

utterance: Five three eight nine six.

utterance: Five three eight nine six.

utterance: Kent Street.

utterance: Kent Street, okay. Is there an apartment number of anything?

utterance: Nope. It's a house.

utterance: Okay, and the city and state?

utterance: It's Canby in Kentucky.

utterance: Is that Canby, c.a.n.b.y?

utterance: Yep, that's it!

utterance: Great! And the zip?

utterance: Five eight two four seven.

utterance: That's five eight four two seven?

utterance: No, five eight two four seven.

utterance: Sorry! Okay, let me fix that. Five eight two four seven. Sorry about that! What's your phone number?

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

utterance: So that's area code eight five nine, six four three two two three seven?

utterance: Yep, that's right.

utterance: Okay. Now let's talk about your dog. Is he the only pet you want to put on the policy?

utterance: Yeah, I just have the one dog.

utterance: What's your dog's name?

utterance: His name is Bailey.

utterance: That's a good name! Do you know what breed he is?

utterance: Um, I don't know. He looks kind of like a beagle. He's just a mutt. It's hard to say.

utterance: Okay. I'll put him down as a mixed breed. Do you know how old he is?

utterance: The vet says he's probably about four. We just got him from the pound.

utterance: I think it's wonderful that you saved him from the pound. He's a lucky dog!

utterance: Yes, he is. My wife is already spoiling him rotten!

utterance: Well, I'm sure he's loving all that extra attention!

utterance: Yes, he really is. He's a sweet dog. Our dog Max died a few months ago. It's just been lonely, you know?

utterance: Yeah, I know how hard it is to lose a pet. I'm so sorry!

utterance: Yeah. Thanks.

utterance: So have you had a chance to look over our policies or should I go over them with you?

utterance: Well, I talked to the vet and he recommends your bigger planwhat's it called? Is it premiere?

utterance: I think you're talking about our Preferred Plan.

utterance: Yeah, that's it! I guess Bailey has some dental issues that could get expensive.

utterance: Okay. The Preferred Plan is a great choice if he's got dental issues! It covers five zero percent of dental procedures.

utterance: Good. I wish it covered more, but anything helps.

utterance: Yeah, vet bills can get expensive! Speaking of money, let's get your payment information in here.

utterance: Okay.

utterance: Would you like to use a card or your bank account information for payments?

utterance: Oh, I'll just give you my card. It's easier. Hang on a minute. Let me get it.

utterance: No problem. Take your time.

utterance: Alright. Here we go. Are you ready?

utterance: Yep, I'm ready. Go ahead and give me your card number that's located on the, uh, front of the card there.

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

utterance: Okay. Let me repeat those numbers back to you. Five Four Six Eigh-.

utterance: No, it's five four eight six.

utterance: Sorry! Five four eight six seven one two three two two nine five seven nine eight three. Is that right?

utterance: Yep, that's right.

utterance: Great, and what's the expiration?

utterance: two of twenty-five.

utterance: Okay, that's February of two thousand twenty-five?

utterance: Yep.

utterance: And those three digits on the back?

utterance: One seven three.

utterance: Okay. One seven three. Got it. The Preferred Plan is one thousand dollars per year.

utterance: Okay.

utterance: Would you like to pay the full amount upfront or would you like monthly payments?

utterance: I think I'd better do payments. I can't give you that much money right now.

utterance: No problem. We can do that. Hang on while I calculate your monthly payment.

utterance: Okay.

utterance: So it looks like you'll be paying, let's see here. Eighty-four dollars per month.

utterance: Okay. So how much am I paying today?

utterance: You'll just be paying that first payment of eighty-four dollars today. Then it will come out automat-.

utterance: So I'm paying eighty-four dollars today?

utterance: Yes, that's right. Then eighty-four dollars will come out automatically each month after that.

utterance: Okay. Do I get a card or something?

utterance: Yes, we will be mailing out a welcome packet with all of your coverage information and insurance card.

utterance: Okay, great.

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

utterance: No, that's it. Thanks for all your help!

utterance: No problem! Have a nice day.

utterance: You too! Bye!

utterance: Bye.


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

utterance: Gabe, hi, my name is Sam. I need to, uh, find out how much it costs to get insurance for my dog.

utterance: Sure, I can help you with that.

utterance: Great!

utterance: I'm just going to ask you a few questions here to make sure we get you the right kind of policy.

utterance: Okay, sounds good.

utterance: Did you just get him?

utterance: No, we've had him since he was a puppy. But lately it seems like he keeps needing to go to the vet and it's getting expensive.

utterance: Sure, I understand. Well, let's see if we can get some insurance going for him. Let me start by getting your last name, Sam.

utterance: Okay, it's Horton.

utterance: Alright, Horton, h.o.r.t.o.n.

utterance: Yes.

utterance: Okay, and what's your address?

utterance: two one four eight Kringle Street in Dundee Oregon.

utterance: Alright, that was two one four eight?

utterance: yep.

utterance: Alright, and did you say Kringle Street, like Kris Kringle.

utterance: Yep, just like Santa Claus.

utterance: Alright, Kringle, k.r.i.n.g.l.e. Got it. And that was in which city?

utterance: Dundee.

utterance: How do you spell that?

utterance: D.u.n.d.e.e.

utterance: Alright, d.u.n.d.e.e. and did you say Oregon?

utterance: Yes.

utterance: I hear Oregon is beautiful! Lots of mountains and trees!

utterance: Yes, it is. We love it here.

utterance: I have always wanted to go out that way and see the Oregon coast.

utterance: You should! Just don't get in the water!

utterance: Oh really? Why?

utterance: It's cold! You'll get hypothermia!

utterance: Really? I live in Iowa. We don't get to see the ocean very often.

utterance: Wow. I've always lived here so it's hard for me to imagine a life where I couldn't go to the coast for the weekend.

utterance: That sounds amazing. Alright, let's get back on track here. What's your birthdate?

utterance: May twenty-six of eighty two.

utterance: Alright, that's May twenty six of nineteen eighty two. What about an emai address for you?

utterance: Sure, it's dad of four and gmail dot com.

utterance: that's d.a.d.o.f.f.o.u.r at gmail dot com. Four kids?

utterance: Yep!

utterance: I've got two myself. Kids are fun aren't they?

utterance: Sometimes they are, sure. Sometimes they drive me nuts!

utterance: absolutely! Alright and is the number you called in on a good contact number for you? Ending in nine five seven six?

utterance: Yep, that's my cell. We don't have a home phone.

utterance: Very few people do nowadays. Alright, let's talk about your dog. Do you know his breed?

utterance: He's a yellow lab.

utterance: Ah, labs are good dogs!

utterance: He's been a great dog.

utterance: Do you know how old he is?

utterance: Yeah, it's about seven I think. We're not too sure. We got him as a puppy back in two zero one five but I couldn't tell you the day he was born.

utterance: That's okay. We can kind of guess here. Do you remember the month you got him?

utterance: I know it was in the fall. Maybe October?

utterance: Alright. Do you know about how old he was when you got him.

utterance: I think a couple months old. So maybe he was born around August.

utterance: Alright, let's just call it August first, does that work for you?

utterance: Sure! Hey, now my dog has a birthday!

utterance: That's right! You can get him one of those birthday cakes for dogs now!

utterance: My wife would be all over that! She loves that kind of stuff. She already spoils him rotten!

utterance: Well, they become a part of your family, don't they?

utterance: Yes, absolutely!

utterance: Alright, now let's talk about his health. Does he have anything going on medically right now that you're worried about?

utterance: He's actually in great shape. We feed him the best food we can find. Like I said, my wife spoils him. He just seems to get into trouble with the wildlife a lot.

utterance: Oh! Do you live out in the country?

utterance: Yeah, we have a lot of raccoons, possumiss skunks, porcupines. Lately it's been the porcupines.

utterance: Oh yeah, those quills are the worst.

utterance: Yeah, you'd think he would learn, but he can't help himself.

utterance: That can get expensive too. Do you have any other concerns?

utterance: Well, I know that labs are prone to hip problemiss I don't see any signs right now, but I want to be prepared for that. I'm hoping he doesn't get it.

utterance: That's true. Labs are prone to hip dysplasia. What about his teeth?

utterance: The vet says his teeth need a little work. He wants us to brush his teeth but I'm telling you right now that isn't happening. I've tried. He takes off and won't come near me.

utterance: Well, we have a plan that includes dental cleanings, so that's why I'm asking.

utterance: Yeah, that would be great.

utterance: Alright. Do you have any other pets that you would want to add to the plan?

utterance: Nope, just him. Unless you cover goats.

utterance: Sorry, we don't do goats. Just dogs and cats.

utterance: Well then that's my only pet.

utterance: Alright. Well, based on what you've told me, it sounds like our Petcare Preferred Plan would be your best bet. It will cover all your office visits, you'll get twenty five percent off of any labs and testing. It also includes dental cleanings and check ups.

utterance: That sounds perfect. What's that run?

utterance: It's a thousand dollars per year, which we can break down into monthly payments if you prefer.

utterance: Alright. That's expensive but I think it will work out to be less expensive in the long run.

utterance: It does tend to save people money. Some of those preventative services like check-ups and dental cleanings really help to preserve the dog's health.

utterance: Yeah, and he's worth it. We love him.

utterance: Of course! So does this sound like something you'd like to do today?

utterance: I need to talk it over with my wife.

utterance: No problem. I can send a quote to your email. You can think it over and give us a call back if you decide to do it.

utterance: That would be great. Thanks for all of your help today!

utterance: No problem. It was great talking with you. Is there anything else I can help you with?

utterance: Nope. That's it. Good talking to you too.

utterance: Alright, Sam. Have a great day and we hope to hear from you soon.

utterance: Sounds good. Thanks!

utterance: You're welcome. Goodbye.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. This is Vance. How can I help you today?

utterance: Uh, yeah, my account got hacked. It's a mess. My payment comes out on the second and there's nothing in there right now. I've got to stop the payment from coming out.

utterance: So, do you mean your account with us or?

utterance: No, sorry, my bank account. Someone got into it and wiped me out. Now I have to find a way to stop it from overdrafting while the bank sorts it out.

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

utterance: Yeah, man, it sucks. They probably won't find the guy either. But the bank says they have insurance for this kind of thing.

utterance: Yeah, they do, which is a good thing for you.

utterance: Exactly. It just takes time, you know?

utterance: Well, I can't get you your money back, but let me see if I can at least stop that payment from coming out.

utterance: Thanks.

utterance: Okay, let's start with your name.

utterance: It's Grant Foster.

utterance: Okay, Grant. What's your birthdate?

utterance: November eighth of eighty seven.

utterance: Alright, and the last four of your social?

utterance: Nine five four one.

utterance: Nine five four one. Thank you. Just a minute while I pull that up.

utterance: Okay.

utterance: Alright, I have your account here. Let's see, today is the nineteenth, so that gives us, let's see, about fourteen days before your payment comes out. I think we can work with that.

utterance: Good. Thank you.

utterance: I'm just switching that over for you now.

utterance: Okay.

utterance: Alright, I've got your automatic payments stopped. Now, you do have a ten day grace period in order to pay your bill without a late fee.

utterance: Okay. I'm hoping this will all be resolved by then.

utterance: Hopefully it will be, but if it isn't, just give us a call back and we can see about extending that date a little bit for you.

utterance: Really? Oh man, that's awesome. I really appreciate how great you guys are. Everytime I need something, you guys do such a great job. I appreciate it.

utterance: I'm so glad to hear that. You've been a loyal customer for a long time and we appreciate your business. Is there anything else I can help you with?

utterance: Yeah, I just realized I've never paid you any other way. How does this work?

utterance: Oh, right, I'm sorry! I should have explained that part!

utterance: That's okay. I just want to make sure I know what I'm doing.

utterance: Of course! So right now you are set up for paperless billing. Do you think you'll want to pay online or with a check?

utterance: Oh, I'll probably just pay online I guess.

utterance: Okay. Have you been to our website before?

utterance: No, I've never had to.

utterance: Okay, let's do this together. Do you happen to have your computer nearby?

utterance: Yeah, let me get it. Just a minute.

utterance: Okay, great.

utterance: Okay, I've got the internet pulled up. Where do I go?

utterance: So, you're going to go to Rivertown insurance company dot com.

utterance: Okay, hold on, I'm a slower typer.

utterance: No problem.

utterance: Okay I'm there.

utterance: Great. Do you see on the righthand side of your screen near the top, you should see a button that says sign in to your account. Do you see that?

utterance: Um, yeah, okay, here it is.

utterance: Okay. Click on that.

utterance: Okay, got it.

utterance: Alright, since you've never logged in before, we will need to create a new account. I can help you with that. Click on create account.

utterance: Okay. I'm there.

utterance: Go ahead and fill in your first and last name there. It's going to ask for your account number. Do you have that information?

utterance: No, I don't.

utterance: Thats okay. I can help you with that.

utterance: Oh, good. Yeah, I've never really done anything other than make sure the payment comes out every month.

utterance: Well, hopefully you will be able to go back to that soon once your account problems are resolved.

utterance: Okay, I'm ready for the account number.

utterance: Alright, it's eight eight zero four seven one one nine two seven four six.

utterance: Okay. Eight eight zero, what?

utterance: Four seven.

utterance: Four seven.

utterance: one one nine.

utterance: one one nine.

utterance: Two seven.

utterance: Two seven.

utterance: Four six.

utterance: Four six. Okay. I'm hitting submit.

utterance: Alright. Now it's going to ask you to create a log in and password.

utterance: Okay, let me think. I'll just use my email address for my login.

utterance: That works.

utterance: Okay, I'm trying to think of a password.

utterance: Now, you'll notice that there is a red asterisk there. If you hover over that it will tell you the password rules. You have to create a strong password that has all those characters.

utterance: Okay, I've got it. Give me a minute to write that down so I don't forget.

utterance: Alright.

utterance: Okay, I've got it. I'll hit submit here.

utterance: Great. Then it will prompt you to log in using that new log in and password.

utterance: Okay. Yep, here we go.

utterance: Just let me know when you're in.

utterance: Okay, alright, I'm in.

utterance: Okay, so now you should see your account overview. Do you see that?

utterance: Yeah, I see that. This is cool. There's all kinds of information here.

utterance: Yep, it's pretty handy. So you should see a button that says pay your bill toward to top left side. It should be a blue box.

utterance: Um, on the left? Oh, here it is. Okay. Should I click on that?

utterance: Sure, go ahead.

utterance: Oh, I see now. Okay. That makes sense. I just need to put in my account information and then I can pay.

utterance: Exactly. If you have any problems paying your bill, you can just give us a call back and we can walk you through it.

utterance: Perfect. Okay. That sounds great. Thank you.

utterance: No problem. Is there anything else I can help you with?

utterance: No, that's awesome. Thank you.

utterance: You're welcome. I hope things get straigtened out quickly for you.

utterance: Me too!

utterance: Alright, have a good day sir.

utterance: You too! Goodbye!

utterance: Goodbye!


utterance: Thank you for calling, uh, Rivertown Insurance, this is Mike, how.

utterance: Who?

utterance: Hi, my name is Mike with Rivertown.

utterance: I'm trying to call my insurance company.

utterance: Yes, sir, this is Rivertown Insurance.

utterance: Oh, okay. This is Grant Baker. I thought I paid you guys but now I've got this bill for twice the amount I should owe.

utterance: Alright, sir, let's pull up your account and.

utterance: I know I paid you. I don't know what happened.

utterance: Sure, we can figure this out for you. Uh, what's your account number?

utterance: Hang on, let me get my glasses on.

utterance: Sure, take your time.

utterance: I don't understand what happened. Where did I put those glasses?

utterance: Uh, it's okay sir.

utterance: I know they're around here somewhere.

utterance: Maybe we can pull up your account another way. What's your address?

utterance: nine nine four seven three Roseberry Lane in Middletown Heights Nebraska.

utterance: Alright, that's, uh, nine nine four seven three, was that Rosebury like r.o.s.e.b.u.

utterance: r.o.s.e.b.e.r.r.y.

utterance: Got it, okay, Roseberry Lane. What city was that again?

utterance: Middletown Heights.

utterance: Middletown Heights. Got it. Alright, n.e. for Nebraska, pulling that up now.

utterance: okay.

utterance: Here we are. For, uh, security purposes, can you tell me your birthdate?

utterance: My birthday is on July fourteenth.

utterance: July fourteenth of which year sir?

utterance: nineteen forty one.

utterance: Alright, nineteen forty one.

utterance: that's right.

utterance: Thank you, sir, uh, just looking up your account here.

utterance: Oh, I just found my glasses!

utterance: Oh good, glad to hear it, sir.

utterance: They were under the paper.

utterance: Alright, I see here that, uh, you paid last month's bill on the twenty-eighth, which was fifteen days after the due date.

utterance: What? I didn't pay late!

utterance: I'm sorry sir, I can only tell you what it says on my screen.

utterance: Well, that's ridiculous!

utterance: Yeah, I don't know what to tell you. All I can do is tell you what I see here.

utterance: Yeah, alright. So it says I paid late. What does that have to do with this bill?

utterance: Well, sir, uh, the billing period ended on the fifteenth. So, since your payment wasn't in yet, the bill shows it as unpaid.

utterance: Yeah, but I paid it.

utterance: I know sir, you did. I'm just trying to explain why your bill shows that amount. You actually only owe one hundred and ninety-four dollars.

utterance: Then why does it say I owe four hundred and thirty eight dollars?

utterance: So, let me try to explain this. That bill was printed and mailed before your payment posted on your account.

utterance: Alright.

utterance: So, it doesn't show your last payment. It also shows a late fee of fifty dollars.

utterance: I'm not paying no fifty dollars!

utterance: Well, I think I can help you with that.

utterance: Well, good, because I'm not paying that. I've been a customer for over twenty years!

utterance: Um, yes, sir, I know. We really appreciate your.

utterance: and in all that time I have never paid late!

utterance: Yes, you have always been a great customer. I am just going to go ahead and, uh, just waive that late charge for you.

utterance: Good. Because I'm not paying it!

utterance: I know sir. We do appreciate your business and want you to continue doing business with us.

utterance: Well, I'm not going to if you're going to be charging me late fees for no reason.

utterance: I can waive the fee this time for you, sir. I hope that helps.

utterance: Yes, I suppose it does help. Thank you.

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

utterance: No, I guess thats it.

utterance: Alright, sir, I do hope I've been able to resolve your concerns today. Have a wonderful day.

utterance: Yeah, you too.

utterance: Goodbye sir.

utterance: Goodbye.


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

utterance: uh, yeah, I'm on your website and I can't log in for some reason. I don't know what's going on.

utterance: Okay, I can help you with that.

utterance: I mean I've tried a few times now. It should be rufus dog fifty seven with a period at the end but I.

utterance: Here, let me get.

utterance: Now it says I've tried too many times. I don't have time for this.

utterance: Okay, I can help you with that.

utterance: I hate these stupid password rules, you know? You have to have a capital letter, you have to have a.

utterance: Sir, if I can just get your first.

utterance: it's ridiculous. You need my what?

utterance: Could I get your first and last name? Then I can help you get into your account.

utterance: Yeah, okay, I'm sorry, I'm just frustrated.

utterance: I completely understand, sir.

utterance: Alright, okay. Anyway, my name is John Cartier.

utterance: John, how do you spell your last name?

utterance: c.a.r.t.i.e.r.

utterance: Thank you, one moment please. Could I get your date of birth?

utterance: May twelfth of sixty two.

utterance: Alright, that was May twelfth of nineteen sixty two. Got it. Hang on a minute here while I pull that up.

utterance: Okay.

utterance: Alright, I've got it here. I just need the last four digits of your social.

utterance: My what?

utterance: The last four digits of your social security number.

utterance: Oh, yeah, eight eight four two.

utterance: Thank you. That was eight eight four two.

utterance: Yeah. Why do you need my social?

utterance: Oh, I just need to make sure it's really you that's calling. You know, for verification purposes.

utterance: Oh, okay, that makes sense.

utterance: So, I've pulled up your account. Yeah, I can see that you're locked out for trying too many times.

utterance: Oh, great. Now what do we do?

utterance: Don't worry. I can reset that password for you so that you can get back into your account.

utterance: Okay, good. Thanks!

utterance: No problem. Hang on here while I get that set up for you.

utterance: Okay. This time I'm going to write it down! I can't keep track of all these passwords.

utterance: It can definitely get confusing. It's a good idea to write it down in a safe place.

utterance: Yeah.

utterance: Okay, are you, near your computer right now?

utterance: Yeah, it's right here in front of me.

utterance: Great! You're going to receive an email with instructions on how to reset your password.

utterance: Okay.

utterance: Let me know when you see that come in.

utterance: Okay. Let me bring my email up here.

utterance: Alright.

utterance: This might take a while. My computer is a little old.

utterance: That's okay. No rush.

utterance: Alright, uh, I'm looking here. Nothing yet.

utterance: Okay, no problem.

utterance: Oh, here we go. I see it. Now what?

utterance: So when you open that email, you'll see a link to reset your password. Do you see the link?

utterance: Okay, oh, here it is.

utterance: Yeah, just click on that link.

utterance: Okay, I just clicked on it. Okay, now I see where it wants me to put in my username.

utterance: Right. Do you know your user name?

utterance: Yeah, it's my email address. I'm putting that in now.

utterance: Okay, great. Then just hit that submit button.

utterance: Okay, I just did that. Uh, okay. Oh, I see, it just wants me to create a new password.

utterance: Exactly. Go ahead and come up with a new password. You'll need to enter it twice there.

utterance: Okay, uh, let me think for a minute. I already used my dog's name, so I can't do that. Uh, oh I know.

utterance: Yeah, just anything that you think you'll remember.

utterance: Uh, I got to think of something here.

utterance: One way to do it is look around you and name two objects that you see.

utterance: Huh, that's a good idea. I see a toaster and a box of cereal.

utterance: Okay, then just think of a number to put with that. Add a symbol.

utterance: Symbol? What's a symbol?

utterance: You know, like an exclamation point, or the dollar sign, the percent sign.

utterance: Oh, yeah, okay. I've got it.

utterance: Great, once you enter that twice, hit that submit button.

utterance: Okay, I just did that. Now it wants me to log in.

utterance: Right, so now you can log in using that new password and you should be good to go.

utterance: Awesome. Okay, let me make sure I get in before I let you go.

utterance: No problem. Yeah, we want to make sure this works for you.

utterance: Okay, I'm in! Thank you so much!

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

utterance: No, that's it. Thank you for your help!

utterance: No problem sir, have a great rest of your day.

utterance: You too!

utterance: Thanks. Goodbye.

utterance: Bye.


utterance: This is Gladys with Rivertown Insurance, how can I help you?

utterance: Hi Gladys, uh, I need to get a quote from you on some insurance.

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

utterance: Well, I just bought a condo.

utterance: Ah, condo insurance, sure. Congratulations by the way.

utterance: Thanks! Yeah, it will be great once the moving is done.

utterance: Yeah, the moving is the hard part! So let's get started here. What's your name?

utterance: Frank Gaines.

utterance: Alright Frank, is that Gaines, g.a.i.n.e.s.

utterance: g.a.i.n.e.s. yes ma'am.

utterance: Great, and what's your new address there?

utterance: Oh, well, let me see here. I don't know yet. You know what? I don't have it with me.

utterance: That's alright. I think we can get by without it for now, but we will need it to start your insurance policy.

utterance: Sure, I understand. I can call back with it later.

utterance: No problem. Can I get your phone number starting with the area code?

utterance: Sure, it's nine seven four.

utterance: nine seven four.

utterance: three two three.

utterance: three two three.

utterance: five six one eight.

utterance: five six one eight. Thanks. Now how about your email address?

utterance: It's Franklin G nine oh nine at yahoo dot com.

utterance: Okay, that was Franklin, f.r.a.n.k.l.i.n. G nine oh nine at yahoo dot com.

utterance: Yep.

utterance: Great. Alright, can you give me the city and state where your condo is located?

utterance: It's in Cedarsville California.

utterance: Cedarsville, alright. Got it. Now what's your birthdate?

utterance: December twentieth of seventy -five.

utterance: December twentieth nineteen seventy-five. Alright, now I know we don't have the address for the new place, but let's talk about it's value.

utterance: Alright, sure.

utterance: Now normally I look up the values of properties around the same area to estimate it's worth, but in this case I can't do that yet.

utterance: Right.

utterance: So what we will have to do is base it on what you paid. Just know that right now I can only give you a ballpark estimate of what you would pay.

utterance: Okay, that makes sense.

utterance: Once you get me that address, I can give you a true figure, okay?

utterance: Okay, no problem. I can't believe I didn't think to have it with me when I called you.

utterance: That's okay. We can try to work around it.

utterance: Great.

utterance: So, what was your purchase price for that property?

utterance: I bought it for one point two mill.

utterance: Alright, one point two million. Wow, California prices are high, aren't they?

utterance: Yeah, they are!

utterance: I'm out here in Tennesee and you could buy a whole town for that!

utterance: Maybe I need to move out there! .

utterance: Well, you'd have to give up that beach though.

utterance: True. I do love the beach!

utterance: Alright, so let's talk about coverage. Have you owned a condo before?

utterance: No, this is my first one. It was apartments before this.

utterance: Alright, so let me explain some things. With condos you have common areas, places that you share with other residents. Sometimes that's hallways, stairwells, places like that.

utterance: Right.

utterance: Those are covered under the master policy.

utterance: The what?

utterance: It's like HOA but for condos. You know how you have association dues?

utterance: Yes.

utterance: Well some of those dues go to paying for the insurance that covers the common areas you share.

utterance: Oh, that makes sense.

utterance: Right, okay, so all you have to worry about is what's inside your own place, your personal property.

utterance: Okay.

utterance: You should have received a copy of the master policy with your paperwork. I know you don't have your paperwork with you, so you'll want to take a look at that later.

utterance: Okay, I can do that.

utterance: So usually the master policy covers the permanent structures in your condo, like your counters, cupboards, those things that are built in to the unit.

utterance: Okay. That would be great! I didn't realize that.

utterance: Yes, so your policy will be covering your personal items.

utterance: Kind of like renter's insurance.

utterance: Yes, like renter's insurance. Just make sure you check that master policy to make sure everything is covered if anything does happen.

utterance: Of course.

utterance: Alright, so your policy covers fire, theft, vandalism and flood. It will also cover personal liability.

utterance: What's that?

utterance: That protects you if someone gets hurt on your property but also if you cause damage to someone else's property.

utterance: Okay.

utterance: Let's talk about loss of use coverage.

utterance: Alright.

utterance: Let's say there's a small fire and you can't stay in your condo for a month while they make repairs. Loss of use coverage takes care of things like the cost of your hotel.

utterance: Oh, that's great!

utterance: Yeah, it even pays for relocation of itemiss Let's say you have to move all of your stuff out. It pays for that too.

utterance: I definitely want that!

utterance: I would too! I've got it on there for you. One last thing to talk about is loss assessment coverage.

utterance: Okay.

utterance: Now this should be stated in the master policy, but if something happens to the whole building, condo owners are responsible for a loss assessment charge.

utterance: Oh.

utterance: Yeah, so the loss assessment coverage pays your share of that cost so that you don't have to worry about it.

utterance: Yep, I want that too.

utterance: It's in there for you! Alright, so let me do some calculations here, based on the purchase price. Now remember that we still need to assess the value later.

utterance: Right, no problem.

utterance: Alright, so based on what we discussed here today, you'll want our preferred plan.

utterance: Okay, sounds good.

utterance: That will be six hundred dollars per year.

utterance: Oh, that's better than I thought!

utterance: Oh good.

utterance: So do I pay that all up front?

utterance: Yes, sir. With condo insurance, you would pay that annually starting on your first month of coverage.

utterance: Okay, I can do that.

utterance: Great. So I'm going to go ahead and send you this quote. You'll notice that in the notes section on the bottom it says pending valuation.

utterance: Okay.

utterance: That just means I need to get that address from you.

utterance: No problem. I can get that for you later today.

utterance: Perfect! Alright, I've just sent that to you. Is there anything else I can help you with?

utterance: Nope, that's it! Thanks, you've been a great help!

utterance: Oh, you're certainly welcome! I hope you have a great day, sir. Goodbye.

utterance: You too! Goodbye.


utterance: Hello. This is Agent Timothy Braum at Rivertown Insurance. How can I help you today?

utterance: #Um need help with several things. Have some questions and need some information on pet insurance cause oh no need this first. I need to know if the room my foreign exchange student has is covered by Fair Rental Expense. Or is it Fair Rental Value?

utterance: Just a minute I have to switch to another desk. Walking, walking. Okay, now there. #Um let's see what it will take. You-you wouldn't happen to have your policy number handy would you?

utterance: #Uh, no.

utterance: Not a problem. Will take a few more moments to pull up your policy by your name. Coming, coming there. It's Fair Rental Value so what happened to the room? Nature or the student?

utterance: . Well, not a wild student.

utterance: Just thought I would ask about it. Need some details to help you more.

utterance: Tim I hired a contractor, and he found a loose broken window frame or something, and by the time it was all done a possible small roof leak.

utterance: Mhm. Okay. Think it would better if-if I send out someone to assess to ensure that is what it is. Agents have seen all sorts of window frames and damages. Second opinion necessary in this case.

utterance: Sure. I did not give the okay yet I think but may need to double check.

utterance: Because it is water it is complicated how it is classified. That determines how it is covered which is several areas.

utterance: #Um why would water make the decision on whether it gets paid for?

utterance: The type of insurance does it. You have homeowner's insurance but not flood insurance. Has the water ever pooled where you could see it?

utterance: No, no, no Tim. Never seen it. Did not know it. Contractor found it when he went in the attic. Came down and rattled the window. It's loose.

utterance: Let my people take a look. Then I can tell you how you are covered. So what did this begin with?

utterance: I rent that room in the fall to a foreign exchange student, and if it ends up being major construction cannot do that. Have a due date to say yeah or nope to the student.

utterance: . I meant the leak. How did the leak start?

utterance: Do not know do-do not visit the attic. It makes sounds, it's dark, and that pink stuff makes my nose itch.

utterance: Okay so due to construction cannot use the room. It's possible since the Fair Rental Value you added on several years ago when you took in foreign exchange students.

utterance: When do I get definite on payment?

utterance: After one of my people comes and visits. Takes an evaluation then sent into the home office. I'm a branch.

utterance: So is that window rotten?

utterance: Could be. Might just be loose. Why you need another opinion. You can just pay for it without our services.

utterance: Okay Timothy, let's move back to how to get it paid for with insurance.

utterance: Let's see Thursday morning and Friday afternoon I have people available for doing evaluations. How does that fit your schedule?

utterance: Thursday around ten thirty be good for me. Do I have to crawl with them in the attic?

utterance: No attic crawling for you. Just indicate left, right or straight ahead once he reaches the access.

utterance: Okay, Tim.

utterance: You had another question maybe I can be more help there.

utterance: Oh yeah. Decided to get one of those cutie pie Yorkshire Terriers pedigreed.

utterance: Pet Insurance we do sell by Nationwide.

utterance: Getting the best of the best. One of those two thousand dollar puppies. All chatty, perky, and cute.

utterance: Annually around four hundred twenty dollars or thirty five dollars a month for pet insurance.

utterance: What does that cover? Just accidents like puddles that puppies make?

utterance: . All sorts of things. Since the puppy has a good pedigree you may want to breed more Yorkies and that takes veterinary visits and some good owner habits. The policy covers accidents and injuries, any chronic illness, and with pedigree hereditary conditions.

utterance: Wait Tim. I do not plan on picking a sick puppy.

utterance: I know you don't but life happens and veterinary bills can add up quickly. The policy also covers Wellness as in vaccinations.

utterance: #Uh do I need should I get the policy first?

utterance: No after you get the puppy. I will send a brochure with Craig the man coming to look at your leak so you can view the information on a pet policy. You can view his badge with our logo as well so you know I sent him.

utterance: Good. So I can read it while Craig climbs in my attic. He can assess those noises.

utterance: When I call you back with Craig's assessment then we can chat about the pet policy and the noises.

utterance: If it does not go well may not get the pet. May have to wait.

utterance: Will not know till Craig looks in the attic, but I propose you will be bringing Yorkie by for a visit.

utterance: I like that idea Tim just do not like the leak in the attic.

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

utterance: For the moment no think I got enough information.

utterance: Craig will see you at ten thirty Thursday morning this week, and we will go from there.

utterance: Okay Tim see your man then. Think that was all I needed.

utterance: Have a good day. Bye.

utterance: You too, Tim. Bye.


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

utterance: Dude, you gotta help me!

utterance: Alright, what's going on?

utterance: Oh man, I can't even believe this is happening. I just bought this car!

utterance: Uh oh, what happened?

utterance: I guess I wasn't paying attention. I had some friends in the car with me. I didn't even see the stop sign, dude.

utterance: Sounds like you've been in an accident. How can I help?

utterance: I'm freaking out, man. I can't think.

utterance: Okay, just take a couple deep breaths. We'll get you through this.

utterance: I can't find that card anywhere! It should be in the glove box. But now I'm not even sure I put it in there. What if I forgot?

utterance: Are we talking about your insurance card?

utterance: Yeah, man. The guy I hit. He's so mad!

utterance: Okay, I can help you with this. What's your name?

utterance: What? Oh, it's Shane.

utterance: Alright Shane, what is your last name?

utterance: Andrews.

utterance: Okay, let's get your policy pulled up. Can you tell me your birthdate?

utterance: Oh man, the cops are here now. This isn't good.

utterance: Sir, can I have your birth date?

utterance: What? Yeah, okay. Um, September seventeenth.

utterance: Alright, September seventeenth. What year?

utterance: Ninety nine.

utterance: Okay, so that's nineteen ninety nine. I'm pulling up your policy now.

utterance: Oh geez. This is bad.

utterance: Can you verify your address for me?

utterance: I live on Kingston Street. Uh, fourteen forty.

utterance: Okay, fourteen forty Kingston Street. City and state?

utterance: Avondale Arizona.

utterance: The zip?

utterance: Uh. Eight five two three five.

utterance: Thanks. Alright, hang on a second while I pull this up.

utterance: Okay. Oh man, I can't believe this.

utterance: Okay, I've got your policy pulled up here. Do you need me to email it to you?

utterance: I don't know. How does this work?

utterance: Well, you're going to need your policy information to give to the police and the other driver.

utterance: Okay.

utterance: Do you have access to your email on your phone?

utterance: Yeah.

utterance: Great! So I can just email you a copy of your policy for you to show the police.

utterance: They don't need it on paper?

utterance: It should be okay for you to give them your policy information.

utterance: Okay. Thanks, man.

utterance: No problem.

utterance: I don't know how any of this works. I'm so stressed out!

utterance: I can imagine! Listen, I need to get your email address. I don't have it on file.

utterance: Okay, it's Shane A four two five at gmail dot com.

utterance: Alright, I have Shane, s.h.a.n.e A at gmail dot com.

utterance: Yeah.

utterance: Okay, I'm sending that over now. Do you want to check and make sure you got it?

utterance: Okay, yeah, just a minute. Let me put you on speaker.

utterance: Okay. Take your time.

utterance: Okay, I got it.

utterance: Great! So that should be all the information you need to give to the police and the other driver.

utterance: Thanks, man.

utterance: No problem. Now you'll need to call in your claim for the accident. Do you know the number for that?

utterance: Claim? What do you mean?

utterance: So, whenever you get into an accident, you have to call the insurance claim line.

utterance: Oh, I didn't know that. I've never been in an accident before.

utterance: No problem. Tell you what, hang on here. I'm going to email you some information about claims.

utterance: Really? That would be awesome.

utterance: It will tell you everything you need to do.

utterance: Wow. Thats great.

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

utterance: No, man, but thanks.

utterance: No problem. I hope your day gets better!

utterance: Me too!

utterance: Alright, goodbye.

utterance: Goodbye.


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

utterance: Hi, I need to cancel my plan with you guys.

utterance: I'm so sorry to hear that. Let's get your account pulled up. Could I get your name please?

utterance: It's Robert Weaver.

utterance: Thank you, Robert. Is that Weaver, w.e.a.v.e.r?

utterance: Yeah.

utterance: Okay, and your birthdate?

utterance: December eighteenth nineteen ninety three.

utterance: Alright, that was December eighteenth nineteen ninety three, correct?

utterance: Yep. That's it.

utterance: Just a minute here. Okay, I have it. It looks like you have our, uh, Renter's Preferred Plan.

utterance: Yeah, I want to get rid of that.

utterance: Okay. Can I ask why you want to cancel?

utterance: It's, like, a huge mess. I got into this fight with my ex and, like, I just got to get out of there.

utterance: I'm sorry to hear that. If you know where you're moving to, the insurance can be transferred to your new address.

utterance: No, I don't know what I'm doing. I need to figure all that out.

utterance: Alright. I understand. Do you know when your last day will be?

utterance: I told her I'd be out by Friday.

utterance: Alright, let's see here, Friday is the seventh. Looks like you're paid up through July. So we can just.

utterance: Okay, yeah, I just paid for July.

utterance: Right. So we will just send you a final bill for those seven days in August.

utterance: Okay. So how much will that be?

utterance: Well, Let me see here, you pay twenty five dollars a month. Divide that by thirty one days in August, let me see.

utterance: Okay.

utterance: That would be eighty one cents per day so, it would be five dollars and sixty seven cents.

utterance: Ah, that's nothing. Okay, no problem.

utterance: Not bad at all! What address would you like us to send that bill to?

utterance: Oh, yeah, I didn't think of that. Uh, I guess maybe my brother's place.

utterance: Sure, what's that address?

utterance: Oh man, I don't write him, you know? I just go there. .

utterance: I understand completely.

utterance: Hang on. Let me see if I can find it.

utterance: No problem.

utterance: Here we go. I just happened to be packing up and found an old Christmas card. I've got it right here.

utterance: Perfect! I'm ready when you are.

utterance: Okay, uh, let's see. It's five seven two seven.

utterance: Five seven two seven.

utterance: Calloway Avenue.

utterance: Calloway, c.a.l.l.o.w.a.y?

utterance: Yep. That's it.

utterance: Okay, Calloway Avenue.

utterance: That's in Greenway California.

utterance: Greenway California. Got it. And the zip?

utterance: two four oh one nine.

utterance: Two four oh one nine.

utterance: Right.

utterance: Okay, I'm just going to repeat that back to you.

utterance: Okay.

utterance: I have that address as five seven two seven, Calloway Avenue in Greenway California, two four oh one nine.

utterance: That's right.

utterance: Great. You should receive that final bill in about five business days. Is there anything else I can help you with?

utterance: Nope. That's it.

utterance: Well, sir, I hope that you consider us once you get settled in your new place. Were happy to help.

utterance: Okay, I'll keep that in mind.

utterance: Great! Thank you for your business. Have a great day and good luck with your move.

utterance: Thanks. You too. Bye.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. My name is Jolene. How may I help you?

utterance: Yes, I need some proof of insurance for my, car.

utterance: I can help you with that. I'll just need to collect some information first. May I have your first and last name?

utterance: Brian Peacock.

utterance: That's a rather unusual name.

utterance: Don't I know it. Caught you know what as a kid.

utterance: Kids can be so mean. Seems like they don't have a filter on their mouths.

utterance: Know what you mean.

utterance: Okay, and your date of birth, please?

utterance: two fourteen fifty eight.

utterance: Thank you.

utterance: And what is your policy number, please?

utterance: #Uh, I don't know.

utterance: That's okay. Let's try something else.

utterance: What's your phone number?

utterance: Nine eight seven seven six five five four three two.

utterance: Thank you. And I'll need you to answer your security question. Just a moment while I pull it up. Oh, here it is. What is the name of your high school?

utterance: J. Williams Brown High School.

utterance: That's correct. Okay, now let's see about getting you that proof of insurance. You did say you needed it for your car, correct?

utterance: Yes, ma'am.

utterance: Let me pull up that page. I see you have several types of insurance with us. I'd like to thank you for being a loyal customer.

utterance: Yeah, you guys have always treated me right, so never saw a reason to change. Plus, you have good prices. .

utterance: Thanks. Always like to hear that our customers are happy!

utterance: No problem.

utterance: Moving on, I see you have three cars with us. Which one are you looking to get the proof of insurance on?

utterance: Well, I should probably get it on all three, but the one I need right now is the Chevy pickup.

utterance: Alright, and that's the x. seven six five, right?

utterance: Yes it is.

utterance: We have two ways to provide you with proof of insurance - physical via the mail or digital via your email. Which would you like today?

utterance: #Um, what's the difference? I'd like something easy to share with my kids and they're into anything digital, but I want to make the best choice for the family.

utterance: Well, our physical card is probably the same as those you've had in the past. You'll receive two cards and your can give them to anyone you'd like. Or, you could leave one in the vehicle.

utterance: And digital?

utterance: We would send it via email. It would have the same information as the card. In fact, it'll look similar to the card. You install the app on your phone and then use the phone to open the email. That will save your card in the app. Any time you need to provide proof of insurance, just open the app and click on proof of insurance.

utterance: So, let me see. That means I would have it with me wherever I go, right? Even if I was driving a rental car and had left my card in the truck?

utterance: Yes, sir. That's correct.

utterance: What about my kids? I'd like them to have it in case, or should I say when, they get stopped.

utterance: You can share the email with anyone you want to. They just have to have the app installed on their phone before they open the email on their phone.

utterance: Sounds like digital is my best option. Sometimes I think my son would forget his head if it wasn't attached, but he never forgets that phone.

utterance: I've got a daughter the same way. I went with the digital option, as well.

utterance: And how has it worked for you?

utterance: Well, knock on wood, so far she hasn't needed it. But I feel better knowing she has it.

utterance: That's kinda what I was thinking. Thanks. I'll definitely go with the digital. That way when my wife forgets her purse and gets stopped, at least she can show them an insurance card. .

utterance: #Um, that's true.

utterance: Listen ma'am, I want to thank you for your help. You've been great.

utterance: Just a minute, sir. Before you go, I need to make sure we have the right email address.

utterance: Yeah, guess that makes sense. What do your records show for me?

utterance: We have brian dot six one two at webmail dot com.

utterance: That's it.

utterance: Okay, if you'll hold on a second, I'll send that email right now.

utterance: Really? Um, you can do it while I'm still talking to you?

utterance: Yes, sir. Just need a couple more seconds. Okay, you're all set. Is there anything else I can do for you today?

utterance: No, not today. But, you've made this pretty pleasant and I'll definitely be calling back to get proof for the other vehicles digital. Hey, can I get the house digital as well?

utterance: Certainly. Would you like to do that now?

utterance: Can't. Gotta run. But I'll be calling back. What was your name, again?

utterance: Jolene.

utterance: Well, thanks a lot Jolene. This has been way easier than I thought it would be.

utterance: Thank you, mister Peacock. Before you go, you'll be receiving an email with a survey regarding this call. If you would please fill it out, and shoot it back, that would be great.

utterance: You betcha. And you're gonna get all tens from me.

utterance: Thank you mister Peacock. You have a great rest of the day. It was a pleasure helping you.

utterance: I certainly will. Been dreading making this call and it was easy. Wish I'd done it sooner. Thanks again.

utterance: You're welcome. Good-bye.

utterance: Bye.


utterance: Good morning. Thank you for calling Rivertown Insurance. My name is Sandra. How may I help you this morning?

utterance: I, I'm thinking of getting pet insurance and wanted to get a quote. Kinda feeble, huh?

utterance: No, sir. Not at all. We have a lot of people who insure their pets. What's your name?

utterance: #Um, Keith Trevino.

utterance: And what kiind pets do you have?

utterance: Does it matter? I have two dogs and a cat.

utterance: No, the kind of pets don't matter. But for some reason we're required to ask.

utterance: #Um, I see.

utterance: So, do you want to insure all three animals?

utterance: That kinda depends on, the cost.

utterance: That's fine. We just need to choose one for now.

utterance: Ok, let's do the dog.

utterance: Sounds good. What kind of dog is it?

utterance: She's an English Springer Spaniel.

utterance: And how old is she?

utterance: She was born New Year's Eve twenty fifteen. So that, makes her five years and, seven months.

utterance: And her weight?

utterance: I'd guess about sixty five pounds.

utterance: Okay, well let's discuss the types of policies available. We have two policies, the Petcare Basic policy and the Petcare Preferred policy.

utterance: Uh, yeah, okay, I wasn't expecting more than one. Let me think a minute.

utterance: Of course, just let me know when you're ready.

utterance: Well, I guess it's kinda going to depend on what the cost is and what's in each policy.

utterance: I can go over that with you mister Trevino. Let's start with the Petcare Basic policy. Some companies call this their Maximum Benefit Policy.

utterance: I've heard of that.

utterance: Well, then, you may already be aware of what's covered. Would you still like me to explain it?

utterance: #Uh, yeah, that would be great.

utterance: Alright, our Petcare Basic policy is renewable every one two months. It includes vet fees for sudden and unexpected injury or illness. Each injury or condition is covered up to a maximum amount following the initial claim.

utterance: Wait, what was that? Something about maximum something?

utterance: Yes, sir. Each injury or condition is covered up to the maximum benefit following the initial claim.

utterance: What, what does that mean?

utterance: It means that, after the initial claim, we'll continue to pay the vet bills until your maximum benefit is reached. For example, if your maximum benefit is two thousand dollars, after the initial claim we would pay the vet bills until they reached two thousand dollars. After that, they would be your responsibility.

utterance: What, what about, what did you call it, the initial claim?

utterance: That would be covered, but wouldn't count toward your maximum benefit. For example, still using the two thousand dollar maximum benefit, if your first visit to the vet cost one thousand seventy five dollars, we would cover it. And you would still have the maximum benefit of two thousand dollars on visits after that.

utterance: So, let me, guess. Your, maximum benefit is two thousand dollars. .

utterance: No, mister Trevino. That was just an easy figure to use.

utterance: Then, what is your, maximum, benefit?

utterance: It's three thousand five hundred dollars with the Petcare Basic policy.

utterance: How much did you say that basic policy cost?

utterance: It's five hundred dollars a year?

utterance: All at once?

utterance: Either that, or you can choose direct payment and pay it monthly.

utterance: What do you mean, by, direct payment?

utterance: You would give us the information for your bank, or, for a credit card and we would automatically take the money each month.

utterance: #Uh, I see. Didn't you say, that there was, another policy?

utterance: Yes, sir, there is. It's called the Petcare Preferred policy. Would you like information for that plan, as well?

utterance: Is that because your customers, prefer it? Sure, let's hear it.

utterance: I'm not sure I know the answer to that question. But anyways, the preferred plan covers everything the basic plan does. The biggest difference is that the maximum amount resets each year.

utterance: #Um, what?

utterance: Back to the two thousand dollar maximum limit, the initial visit is not included in it, but instead of a straight two thousand dollars and then we don't pay anymore, the two thousand dollars resets at the beginning of the next year. So that means, if your follow-up visits cost three thousand dollars in the first year, you would be responsible for one thousand dollars. But the next year, instead of having to continue paying everything yourself, we would once again, cover the first two thousand dollars.

utterance: I, I think I've got it. So, after that first visit, if the total cost, spread out over, three years, and it was, say, four thousand dollars, you guys would cover the first two thousand each year.

utterance: That's right, mister Trevino.

utterance: Okay, well, how much would that one cost me?

utterance: The cost of the Petcare Preferred policy is one thousand dollars a year.

utterance: Is the, what, did you call it, the, maximum benefit still whatever it was before?

utterance: No, sir. The maximum benefit for the basic policy is three thousand five hund dollars. And for the preferred policy it's three thousand dollars each year.

utterance: Wait a minute. #Uh, it's higher for the, basic plan than the, preferred?

utterance: Yes it is. But you have to remember that with the preferred plan it resets each year.

utterance: Oh, yeah. I see.

utterance: Is there any other information I can provide?

utterance: Can I, pay this one, monthly?

utterance: Certainly, as long as it's direct payment. So, would you like to set your pets up with their own policies?

utterance: Not, not right now. This is, going to take some thought. I tried to, write evrything down, but, I may have missed something.

utterance: If you'd like, sir, I'd be happy to send you an email with the information. I'll just need your email address.

utterance: #Uh, yeah, that would probably be, best.

utterance: Okay, that's easy to take care of. What's your email address?

utterance: It's, k. t. six three seven five at tmail dot com.

utterance: Okay, let me make sure I have it right. That's k. t. six three seven five at tmail dot com.

utterance: Yeah.

utterance: Okay, if you'll wait a moment, I'll get that email on its way.

utterance: That's, great. Thanks a lot.

utterance: It's no problem. And the email is on its way. Is there anything else I can do for you this morning?

utterance: No, no thank you. Not right now. But, if I have more questions, I, can I call back?

utterance: Certainly, mister Trevino. Call us anytime between the hours of eight a.m. and seven p.m., Monday thru Friday. We'll be here.

utterance: Okay, then. Sounds good.

utterance: If that's all, mister Trevino, I'll say good-bye for now. When you're ready to get those policies, be sure to call back. Someone here will be happy to help you.

utterance: Oh, I will. And, thanks for the help. #Um, 'bye now.

utterance: Good-bye, mister Trevino.

utterance: #Um, 'bye.


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

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

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

utterance: Great.

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

utterance: It's Rachel Hill.

utterance: Thank you, Rachel.

utterance: You're welcome.

utterance: Do you know your customer ID?

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

utterance: Take your time.

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

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

utterance: Oh! I see it now. It's one two three four five six seven eight.

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

utterance: Yes it's October thirteenth nineteen ninety two.

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

utterance: The auto policy.

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

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

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

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

utterance: Mm-hmm.

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

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

utterance: Okay.

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

utterance: Yes that's good.

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

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

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

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

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

utterance: Oh there it is. Thank you.

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

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

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

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

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

utterance: Okay that's fine.

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

utterance: Okay.

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

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

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

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

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

utterance: Great.

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

utterance: No. That's it.

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

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

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

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

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

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

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

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

utterance: It's Katie Johnson.

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

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

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: It's January second nineteen seventy five.

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

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

utterance: That's okay. Take your time.

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

utterance: Great. And may I have his name?

utterance: It's John.

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

utterance: Yes.

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

utterance: Yes.

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

utterance: Yes it is.

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

utterance: One second and let me get logged in.

utterance: No worries.

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

utterance: Great.

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

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

utterance: And when will that happen?

utterance: It should be reflected in your next bill.

utterance: Okay.

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

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

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

utterance: Where is that at?

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

utterance: Oh I see it now.

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

utterance: That's all for today.

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

utterance: Yes.

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

utterance: Okay.

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

utterance: You as well.

utterance: Goodbye.

utterance: Bye.


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

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

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

utterance: Great.

utterance: What's your first and last name?

utterance: It's Rebecca Sanchez.

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

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

utterance: Yes it would.

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

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

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

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: It's June third nineteen ninety four.

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

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

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

utterance: Okay hang on.

utterance: Take your time.

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

utterance: Mm-hmm.

utterance: Seven two three.

utterance: Okay.

utterance: Four five six nine.

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

utterance: Yes it needs to go to Robert Sims.

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

utterance: That's correct.

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

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

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

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

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

utterance: Oh that makes sense.

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

utterance: That would be great.

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

utterance: It is, yes.

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

utterance: Perfect. Thank you so much.

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

utterance: No I think that's everything

utterance: Okay

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

utterance: For just your rental policy?

utterance: Yes.

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

utterance: Awesome. Thank you.

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

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

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

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

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

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

utterance: Fine.

utterance: May I have your first and last name?

utterance: Yes. It's Jason Brown.

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

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

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

utterance: Okay.

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

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

utterance: Mm-hmm.

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

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

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

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

utterance: Yeah it's Jones.

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

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

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

utterance: It's the auto policy.

utterance: Thank you for that information.

utterance: You're welcome.

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

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

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

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

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

utterance: Fine.

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

utterance: Yes.

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

utterance: Fine. What is it?

utterance: One two three four five six seven eight.

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

utterance: They usually respond the next business day sir.

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

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

utterance: Well I'd prefer them email me.

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

utterance: Yes.

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

utterance: Let me check.

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

utterance: It's there. I got it.

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

utterance: No.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day sir. Goodbye.

utterance: Bye.