utterance: Thank you for calling Rivertown Insurance. My name is Joann, how may I assist you today?

utterance: Yes I'd like to cancel my policy.

utterance: Okay, we're definitely sorry to hear this. May I have your name and the reason for your cancelation?

utterance: Leslie Grimes and my payment increased and I found something cheaper.

utterance: Let me take a look at that for you. Could you provide your policy number?

utterance: Oh I don't have that, I gotta get my bill folder.

utterance: That 's no problem. What about your addess?

utterance: I think the number is eight nine three.

utterance: It's okay, we can pull it up with your property address.

utterance: seven three two five Rosebush Grove.

utterance: And your zip code?

utterance: oh it's three four six five eight.

utterance: Got it, to confirm that seven three two five Rosebush Grove Sandy Georgia three four six five eight.

utterance: Yeah I know the premium went up I think twenty dollars on my last bill.

utterance: G-give me just one moment to access your account.

utterance: OK.

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

utterance: Charles oh no wait my mother's maiden name it's Ricks, Charles is mine.

utterance: Thank you for verifying that information, missus Grimes. I do see your homeowners insurance policy premium did increase by seventeen dollars monthly.

utterance: Right, I found a diff different company for one thousand dollars and I told my husband it would m-make more sense to switch.

utterance: Ok well we do understand savings and want to make sure you're getting the best rates but also make sure you have proper coverage, is the other company covering up two hundred fifty thousand?

utterance: It was Ray how much coverage was the insurance with that new company ok my husband said it was one fifty.

utterance: Okay well our premiums did increase however we are still offering quite more than the company you may be switching to and.

utterance: Well I didn't know the coverage for this one was two fifity.

utterance: Yes ma'am let's see you currently have two hundred and fifty thousand coverage and a deductible of five hundred.

utterance: oh I guess we know why it's cheaper now.

utterance: Yes ma'am our coverage is a bit more than what they're offering. And I do see you may qualify for a -one moment- a ten dollar discount monthly if you enroll in our auto pay program.

utterance: I'm not on that now?

utterance: On auto pay?

utterance: Yeah I thought I set it up oh no I didn't that was my car insurance okay nevermind don't cancel it but can you set up autopay now.

utterance: Yes ma'am we can take care of that right now. okay so let's get that started for you. I'd just need a credit card or checking account to put on file.

utterance: Y'all have my checking account information.

utterance: Uh no ma'am we don't have any payment information saved on file for this account.

utterance: Oh, well how have I been paying?

utterance: Let's see it looks like y-you have been making payments using our automated system.

utterance: And it doesn't save the information?

utterance: No ma'am for security purposes and things like that it's not stored.

utterance: okay hold on ok it's four.

utterance: one moment ma'am may I have the name on the card.

utterance: It's in my name.

utterance: Okay so Leslie Grimes and what type of card is it?

utterance: It's a credit card.

utterance: I mean is it a Visa, Mastercard, or.

utterance: Oh it's a Visa card.

utterance: Okay go ahead with your card number when you're ready.

utterance: Okay card number four eight eight one.

utterance: four eight eight one.

utterance: nine five six six.

utterance: nine five six six.

utterance: four zero zero zero.

utterance: four zero zero zero.

utterance: nine four three one.

utterance: nine four three one and the CVV code.

utterance: Huh.

utterance: What's the security code? The code on the back of the card.

utterance: Oh. Six one three.

utterance: Six one three and the expiration date.

utterance: one twenty three.

utterance: And expiration date January twenty twenty three okay missus Grimes do I have your permission to place this card on file and begin automated payments for this account?

utterance: What day will the payments be on?

utterance: Uh let's see one moment. Your payments are due on the third of every month. So a payment will be processed to this card starting next month which is September three rd.

utterance: Can I change my date to the the fifteenth?

utterance: Yes ma'am but see the third has passed a second payment will be processed on the fifteenth if you change it today.

utterance: Oh no don't worry about it then.

utterance: Okay. So okay do I have your permission to place this card on file and begin au-automatic payments for this account?

utterance: Yeah.

utterance: Okay give me one moment to get this processed. Okay your changes have been processed and you are enrolled in our auto draft program, your payments will now be one hundred and seven dollars monthly and they will be processed on the fifteenth of every month beginning up next month.

utterance: Okay.

utterance: Was there anything else I could assist you with today?

utterance: Um, no that's it. Thank you.

utterance: You're welcome. Thank you for calling Rivertown Insurance, please remain on the line for a brief survey and have a good day.

utterance: Thank you, you too.


speaker_role: Customer

utterance: Hello? I am needing to speak to an agent.

speaker_role: Agent

utterance: Hi there this is Dan with Rivertown Insurance. How can I help you?

utterance: Oh. good. Finally got through. yeah I need to pay my bill.

utterance: Ok well I would be happy to take your payment over the phone for you today.

utterance: Cool so I am ready.

utterance: Wonderful. Can I please start with a name?

utterance: Name is Karen. Karen Robinson.

utterance: Thank you Miss Robinson. I am happy to help you today. I will now need your account number please.

utterance: Well I don't have it so hopefully you can just look it up?

utterance: Yes we can do that. I will need to ask you a few more questions to access your account. Let's see here can you please tell me your birth date?

utterance: Ok my birthday is March eleventh nineteen sixty.

utterance: Let me just read that back to you. I have your date of birth as March eleven nineteen sixty.

utterance: Yeah that is right.

utterance: Wonderful I will now need your social security number please?

utterance: Uh ok. Five two three nine nine seven six four two.

utterance: Great. Last but not least I will need you to answer the security question you chose a while back when you set up your account?

utterance: Hmm ok I hope I remember!

utterance: What was the name of your first pet?

utterance: Oh that is an easy one. My little Fluffy.

utterance: Fluffy. Excellent. I have a Fluffy myself. She is chow chow.

utterance: Oh neat. Mine was a kitten. Back when I was a little girl. A long time ago .

utterance: Alright Miss Robinson I have your account pulled up now and I would be happy to take your payment.

utterance: Ok good. I was trying to pay online and getting quite very frustrated with the site. It is a mess!

utterance: I am sorry to hear that. Sometimes it can be easier to just pay over the phone for some customers.

utterance: Yes I prefer doing it over the phone anyway.

utterance: Well I am happy to take that payment whenever you are ready.

utterance: Ok fine I will be paying with my credit card. But first please remind me the balance due?

utterance: Certainly your balance is two hundred nineteen dollars and fourty seven cents. This was due on the tenth.

utterance: Ok that's right. I would have paid sooner if I could have used the website!

utterance: No worries. It is only the twelth and there are no late charges as of yet.

utterance: Well good. Okay my card number is four four three seven nine eight one one nine zero six four eight one two two.

utterance: Alright let me just go ahead and read that back to you I have here four four three seven nine eight one one nine zero six four eight one two two.

utterance: That is correct, Sir.

utterance: Okay fantastic. Now can you please tell me the expiration date of the card?

utterance: Yeah eleven twenty twenty six.

utterance: Okay and then the cvv number please?

utterance: Yeah that is four seven two.

utterance: Great so I will be processing a payment of two hundred nineteen dollars and fourty seven cents to you card ending in eight one two two.

utterance: Okay.

utterance: It looks like the payment has posted. Would you be interested in setting recurring payments with this card?

utterance: Oh no. I do not. I do not want recurring payments. I like to look over my bill each month.

utterance: Okay no problem at all. You are welcome to call in whenever you'd like and pay over the phone. You are also able to bay by mail or online of you ever choose to.

utterance: Yeah I guess I will be calling each month then. Seems to be the best way for me.

utterance: I understad well please let me provide you with a confirmation number and I will also be sending you a receipt via email.

utterance: Ok actually I do not I can't write down anything right now I am I will be fine just with the email receipt. If I don't get it I will just call back.

utterance: I will send the email receipt over right now. For the email address I have Sunnysixty at xyz dot com?

utterance: Yes that is right. That is sixty written six zero right?

utterance: Yes ma'am. The email has been sent and the balance is now zero. Is there anything else I can do for you today?

utterance: No not that I can think of. I think we are dine here.

utterance: Okay well you have a super day and thank you so much for calling Rivertown insurance today! Good bye.

utterance: See ya.


utterance: Good afternoon, thank you for calling Rivertown Insurance. My name is Holly, how may I assist you today?

utterance: Hey Holly how are you?

utterance: I'm well, how are you doing today?

utterance: I'm good. I need to change my address with y'all.

utterance: Sure! I'd be happy to help get your address updated. Could I have your name and account number.

utterance: Oh yeah name is Roger Finley. I don't know my account number though, is it on my billing statement?

utterance: Yes sir, if you'll look at the top left hand corner of your bill you should see a eight digit account number.

utterance: Okay hold on let me grab my bill. #Um it was right here hold one second.

utterance: Yes sir.

utterance: Um I did have it this morning oh here it goes okay now alright let's see top right corner.

utterance: No sir it's in the top left hand corner.

utterance: oh left okay let's see top left hand corner okay it's one three six.

utterance: one three six.

utterance: yeah one three six four nine four two two.

utterance: okay that's one three six four nine.

utterance: Uh huh.

utterance: four two two.

utterance: Yup you got it.

utterance: okay great thank you for that information. One moment. #Um for security purposes could you verify your mother's maiden name?

utterance: Davis.

utterance: ok thank you for verifying that information. #Um the address listed for you is fifty six carlson drive.

utterance: yeah I need to change that to seven three two lakeshore lane.

utterance: okay just a moment let me get to that screen.

utterance: yeah I bought a house so I need to have my mail sent to my new address.

utterance: Oh congratulations on your new home!

utterance: Thank you!

utterance: You're welcome! #Um okay we've g-got the old address removed. Could you repeat your new address for me?

utterance: New address yes it's seven three two lakeshore lane.

utterance: thank you, and what's th-the zip code for the new address.

utterance: zip code fairville, florida nine four eight five nine.

utterance: alright that's seven three two lakeshore lane, Fairville, Florida nine four eight five nine.

utterance: Uh huh.

utterance: okay give me just one moment to get this update processed.

utterance: okay can you tell me what monthly payment is too?

utterance: Sure give me one moment to give update your address then we can look at your payment information.

utterance: Okay yeah that's fine.

utterance: Alright your address has been updated. Please allow up to twenty-four hours for this update to take effect.

utterance: ok thank you.

utterance: okay now you also wanted to know your monthly premium, so let's take a look at that.

utterance: Yes please.

utterance: Okay I show here your monthly premium amount is one hundred and four dollars.

utterance: Alright, one oh four, and it's due on the fifteenth?

utterance: No sir it's due on the nineteenth of every month.

utterance: Oh it's the nineteenth?

utterance: Yes sir.

utterance: Oh okay let me write that down. It's one oh four and due on the nineteenth.

utterance: Yes sir you got it.

utterance: Ok good ok thank you for your help Holly.

utterance: That's no problem. #Um was there anything else you needed help with today?

utterance: #Um got my address changed, payment info and due date. that'll that'll be all I need today. Thank you.

utterance: You're welcome! Thank you for calling Rivertown Insurance, have a great day!


utterance: Hi, thank you for calling Rivertown Insurance. My name is Brenda, how may I help today?

utterance: Hey Brenda I need to set up some insurance.

utterance: sure, what type of insurance are you looking to.

utterance: I just moved into an apartment and I need to cover my furniture and stuff.

utterance: Ok, we can definitely assist with that. Do own this apartment or are you renting?

utterance: Oh no I I don't own it.

utterance: Okay, let's take a look at some renters insurance quotes in your area. Can you provide your first and last name for me.

utterance: Kyle Harper.

utterance: Thank you Kyle, and what's your address.

utterance: #Um can you tell me how much the insurance is first.

utterance: In order to provide you with accurate quotes, I'll need to know the address for the property you'd like to cover.

utterance: So wait, you're going to charge me based on my address.

utterance: Well the way it works is.

utterance: Cuz that doesn't sound fair.

utterance: Our plans are priced by the prices are determined by the average prices of insurance in your area, in order to maintain competitive prices and coverage.

utterance: #Umhm. My address if thirty four union square apartment four C Loskin, California four nine three one six.

utterance: Thank you sir. Please give me just a sec to pull up our coverage plans in your area.

utterance: I just enough coverage to cover my furniture and my game system.

utterance: Sure, okay let's see our basic plan in your area is two hundred dollars for yearly coverage.

utterance: Okay let's do that.

utterance: Now I know you said you you wanted to cover your game console.

utterance: Right yeah I want that covered.

utterance: Do you have any other electronics or anything in the home? Like a computer, music system, etc.

utterance: #Um, I do have a laptop. And I have a kitchen mixer and it was almost four hundred dollars so I want that covered too.

utterance: Well we do offer a preferred plan for three hundred dollars which offers more coverage.

utterance: #Um I didn't even think about that yeah okay let's do the preferred coverage.

utterance: No problem! I'll just need to get a bit more information from you.

utterance: Is it gonna take long? Cause I have a doctor's appointment in just a bit. I may have to call back.

utterance: #Um it shouldn't, no it shouldn't take too long. I just need to create your policy and get your payment information.

utterance: Okay but if it takes too long I'll have to call back.

utterance: Sure, may I have an email address to place on file for you?

utterance: Yeah email address let's go with my business address it's kyle harper at ukonllc dot com.

utterance: Alright that's your first and last name at u-c-o-n-l-l-c dot com.

utterance: no with a k u-k-o-n-l-l-c.

utterance: Oh I'm sorry that's your first and last name at u-k-o-n-l-l-c dot com.

utterance: yeah hm.

utterance: Okay thank you for that information. And for security purposes we'll need to set up a security question to access your account. Could you provide your mother's maiden name?

utterance: yeah her maiden name was Sherry Bush.

utterance: Okay so Bush will be the answer for the security question. So when you call you'll need to provide that information in order to access your account.

utterance: okay.

utterance: Okay so I've gotten your account set up, would like to make weekly excuse monthly would you like to make monthly payments for this coverage or would you like to pay in full today.

utterance: #Uh if I pay in full when will the money be pulled from my account?

utterance: All payments are processed in three to five business days.

utterance: Okay yeah okay I'll pay it all today.

utterance: Great, okay and will you be using a credit card or checking account to make that payment today?

utterance: Credit card I'll be using a credit card.

utterance: Alright and what type of card is it.

utterance: Mastercard.

utterance: Okay one moment alright you can go ahead with your card number.

utterance: five four three six.

utterance: five four three six.

utterance: nine zero zero zero.

utterance: nine zero zero zero.

utterance: eight six nine one.

utterance: eight six nine one.

utterance: nine nine seven three.

utterance: nine nine seven three okay and the expiration date.

utterance: eleven twenty-three.

utterance: okay expiration date is November two thousand twenty-three and the security code on the back please.

utterance: yup it's four six six.

utterance: alright four six six got it okay mister Harper do you authorize me to make a payment of three hundred dollars to this credit card in order to purchase one year of renters insurance from Rivertown Insurance.

utterance: yeah hm that's fine.

utterance: Alright thank you for your purchase. Your payment has been authorized and will show on your card statement within three to five business days.

utterance: K did you need anything else from me I gotta go.

utterance: I understand, no sir that is all I needed, you will receive an email with your policy information and instructions to set up your online account. Thank you again for selecting Rivertown Insurance.

utterance: ok thank you bye.


utterance: Good evening thank you for calling Rivertown Insurance! My name is Sandra and who do I have the pleasure of speaking with?

utterance: Hey my name is Rachel Clover.

utterance: Hi miss Clover how may I assist you today.

utterance: I received a notice that my policy that policy was going to lapse but I don't think that's right.

utterance: Oh okay I'd be happy to look into that for you. Could you provide me with your account number?

utterance: I don't have it I think I threw the notice away can you pull it up with email address?

utterance: #Uh I can't use your email but let's try your birthday?

utterance: Yeah ok my birthday is oh eight twelve eighty three.

utterance: That's August eighth, nineteen eighty three.

utterance: Yes ma'am that's right.

utterance: Okay thank you for that information. To verify your account could you provide your social security number.

utterance: #Um can you use something else I don't feel comfortable giving that information.

utterance: I understand I do apologize but without your account number I would need your social security number to verify your account. I assure though all of your information is kept securely.

utterance: I know one of my friends had her identity stolen by just just putting her social security number in on the internet.

utterance: Oh I'm definitely sorry to hear that. Your information provided here is only used to verify your account information and is not written down or stored anywhere besides your account.

utterance: #Um okay it's four nine six one nine six seven four three.

utterance: Thank you for that information. And may I have your phone number.

utterance: eight nine four zero.

utterance: Thank you could you provide the full number starting with your area code.

utterance: Oh my god do you really need all this.

utterance: Yes ma'am in order to ensure your information is kept secure and only provided to you we do need to verify your information.

utterance: Fine six four one nine three three eight nine four zero.

utterance: Thank you! one more thing can you verify your high school?

utterance: Eastdale High is that all my goodness I didn't know I'd have to go through all this I don't even know why my account is being canceled.

utterance: Ok thank you for verifying, now let's take a look at your account. Ok it looks like your monthly premium payment is seven days past due.

utterance: Oh really.

utterance: Yes ma'am but we do have a ten day grace period so your account has not lapsed at this time. #Uh would you like to go ahead and take care of this payment.

utterance: Yeah let's go ahead and pay it.

utterance: Okay I'd just need.

utterance: Hold on let me get my card.

utterance: Sure no prob- that's no problem.

utterance: Okay I'm ready what info you need first?

utterance: Yes what type of card are you using today?

utterance: It's a mastercard oh wait no this is my Visa yeah it's a Visa.

utterance: Okay go go ahead with your card number.

utterance: yeah it's four nine six four.

utterance: alright that's four nine six four.

utterance: three two one one.

utterance: three two one one.

utterance: six nine wait no six eight yeah six eight six seven.

utterance: ok six eight six seven.

utterance: eight zero zero zero.

utterance: eight zero zero zero okay your expiration date.

utterance: it's eleven twenty three.

utterance: Thank you, that's November twenty twenty-three.

utterance: Yeah that's it.

utterance: Alright and your security code on the back?

utterance: Oh three four one.

utterance: Thank you three four one and do I have your permission to process this payment of one hundred and seven dollars?

utterance: Well what choice do I have?

utterance: #Um I do still need you to confirm you authorize the payment in order to process it.

utterance: Yeah yeah yeah yes you have my permission.

utterance: Okay thank you. I have processed your payment of one hundred and seven dollars to the card provided. Your account is now current and your next payment is due.

utterance: Can you just take the payment from this card every month?

utterance: Okay so you'd like to use this card to set up auto pay, is that correct?

utterance: So the payment will just automatically come out my account every month right?

utterance: Yes that means the payment will every month this card will be used to make your payment.

utterance: Okay yeah let's do that and what day will it be taken out.

utterance: let's see your payment is due on the fourth of every month so it will taken on that date.

utterance: Ok.

utterance: Alright give me just a moment to get you enrolled.

utterance: Hey can you tell me when my policy expires too when it's up for renewal.

utterance: Sure ok we've gotten this card set up on automatic payments. Alright let me take a look at your contract status.

utterance: Ok.

utterance: Alright this current contract expires on June fourth two thousand twenty-two.

utterance: Oh yeah okay #Um that's fine okay that's all.

utterance: Alright we've gotten that taken care of was there anything else I could assist you with today?

utterance: No that was all.

utterance: Alright thank you for calling Rivertown Insurance please hold on the line.

utterance: No I don't have time I'm walking into work.

utterance: Okay thank you for calling Rivertown Insurance and have a great day.


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

utterance: [clears throat] Good morning.

utterance: Good morning. What can I do for you?

utterance: [clears throat] My husband passed and I'm calling about his life insurance.

utterance: #Oh goodness. I'm so sorry to hear of your loss.

utterance: Thank you. [clears throat].

utterance: Alright. Mrs?

utterance: Culver.

utterance: Ok. missus Culver, I'll need to start my asking you a few questions to pull up mister Culver's account.

utterance: Ok.

utterance: His first name, please?

utterance: Roger.

utterance: Ok. Thank you. Roger Culver. And, his date of birth, please?

utterance: Yes, ten seventeen nineteen twenty six.

utterance: Thank you, missus Culver. #Um, October seventeenth twenty six.

utterance: Yes.

utterance: Ok. I have his account pulled up. Now, ma'am, to request the death benefit, I'll need to walk you through the request form. Do you have time to do this today?

utterance: Well, [clears throat] I'm not sure. How long does it take?

utterance: It'll take about ten to fifteen minutes.

utterance: Can you mail it to me or does it have to be done on the phone?

utterance: I can mail you the form if you don't have time today.

utterance: Well, I don't have the death certificate yet.

utterance: That's no problem, ma'am. We can get the form submitted without it. You can send us the death certificate as soon as you get it. I can also tell you how to upload it onto our secured site, if that's better for you.

utterance: #Oh heavens, no. I don't know how to work a computer.

utterance: No problem, ma'am. I can give you the mailing address before we hang up.

utterance: Thank you. [clears throat] Excuse me, I have the sniffles today.

utterance: Not a problem. Did you want to work through the death benefit form.

utterance: I guess so.

utterance: Ok. Let's get started. The quicker we start, the quicker we'll be finished, right?

utterance: True. Yes.

utterance: Ok. I need to ask you some sensitive questions. Are you ready.

utterance: Yes.

utterance: #Um, ok, I have mister Culver's policy number, date of birth, address, and social. I need date, location, and cause of death, please.

utterance: Ok. He died [clears throat] last Thursday in Saint Louis Missouri. What else?

utterance: Cause of death.

utterance: Right. #Um stroke.

utterance: Ok. And, you said you don't have the death certificate yet, correct?

utterance: That's correct.

utterance: Thank you. Was he confined to a hospiatl at the time of his death?

utterance: No. He died at home.

utterance: I'm so sorry.

utterance: Thank you.

utterance: Ok, do you have the list of physicians or practitioners who attended or prescribed for mister Culver within two years of his death.

utterance: Yes. He only had one doctor. Same one for over fifty years. Doctor Smith. Ben, Benjamin.

utterance: Got it. Doctor Benjamin Smith.

utterance: Yes.

utterance: Thanks. And, what were the names of any medications prescribed for your husband within the five years before he passed.

utterance: He wasn't on any medications. Healthy as an ox.

utterance: Wow. Amazing. He was ninety five?

utterance: Yes, sir.

utterance: That's a long full life, #huh?

utterance: Yes. He was blessed. We both were. .

utterance: Yes. Ok. missus Culver just a few more questions. Did your husband smoke in the past three years?

utterance: No.

utterance: Good. Thank you.

utterance: Mhm.

utterance: Now, you have the option to receive the benefit in one lump sum or processed over.

utterance: One lump sum is fine. I have a financial person who'll help me with it.

utterance: Sounds good. Thank you for confirming. Now a few more things and we'll be finished.

utterance: Ok.

utterance: Since you are requesting the forms through the mail, it may take a bit longer to get the benefit to you.

utterance: That's ok. I'm in no hurry.

utterance: Ok. Good. I've entered the information you've confirmed today and I will get this off to one of our underwriters.

utterance: Today?

utterance: Yes, ma'am. Just as soon as we get off the phone.

utterance: Ok.

utterance: They will review the information and send out a packet to you to the mailing address on mister Culver's policy.

utterance: Ok.

utterance: Is that a good mailing address for you?

utterance: Yes. I'll be going to my daughter's house in Oklahoma next month. Will it get to me by then.

utterance: #Oh, yes. We will FedEx it to your home within the next week.

utterance: Good. Ok.

utterance: Now, once you get the packet, you'll find an enclosed prepaid envelope to return the forms and death certificate.

utterance: Ok.

utterance: One of the forms has to be signed by his physician. #Um Doctor Smith.

utterance: #Oh, gosh. That's a ways from my house. #Hm, I think I can have my neighbor take me.

utterance: Ok. Another option is that if you have Doctor Smith's fax number, we can fax the form directly to him.

utterance: Ok. Hold on. I need to get my address book. I have it in there.

utterance: Ok. Take your time.

utterance: Smith. Here it is. Dr. Smith. #Um, fax. Here. Four o. two, seven seven four, six nine zero one.

utterance: Four o. two, seven seven four, six nine zero one?

utterance: Yes.

utterance: Good. I'll have the underwriter get that over to him as soon as possible.

utterance: That'll be easier for me. Thank you.

utterance: My pleasure. Ok. #Uh, once you get all your documentation together, use that prepaid envelope and send it back to us. Once we receive the information, the underwriter will process a check to you. If you'd prefer an electronic transfer of the benefit, there is a form in the packet that you can fill out to process it that way.

utterance: Oh. Ok. My daughter can help me with that part.

utterance: Great. I'm glad you have help. This is a difficult time.

utterance: It sure is. Thank you.

utterance: So, missus Culver, we're all done for now. Do you have any questions?

utterance: No. But, I'll get the packet soon?

utterance: Yes, within the week.

utterance: Ok. Thank you.

utterance: And, again, ma'am, I'm so very sorry for your loss.

utterance: You're kind. Thank you, dear.

utterance: My pleasure. You take care of yourself now. Bye.

utterance: Will do. Thank you. Bye.


utterance: Good afternoon! This is Rivertown Insurance. I'm Khamil, how can I help you?

utterance: Hi. I'm calling to get a quote for life insurace.

utterance: Great. I can help you with that. Do you already have an account with us for another kind of insurance?

utterance: Yes, I have auto insurance with you.

utterance: Ok. Great. I need to pull up your account. Can I start with your name?

utterance: Sure, it's Felicity Jordan.Btwo eight Beight Bfour seven.

utterance: Thanks. Can you spell that for me?

utterance: Yeah, f.e.l.

utterance: F. as in frank?

utterance: Yes. E.l.i.c.i.t.y.

utterance: F.e.l.i.c.i.t.y. and J.o.r.d.a.n.?

utterance: Yes. That's it.

utterance: Thanks. Now, can I please get your birthdate?

utterance: It's December eleven nineteen ninety five.

utterance: Twelve eleven ninety five. Thanks.

utterance: #Mhm.

utterance: Ok. I see your account here. I need to verify it by asking you one of your security questions. Ok?

utterance: Go ahead.

utterance: What is the name of your childhood best friend?

utterance: It was Brenda.

utterance: Yes. Very good, that verifies your account. Thanks for that.

utterance: #Mhm.

utterance: Ok. There are a few questions I'd like to ask to find out what the best policy would be for you. Sound good?

utterance: Of course. Go ahead.

utterance: Ok. So, you're under thirty years old I see, so you may want to consider our Term Life plan.

utterance: Why is that?

utterance: Term plans allow you to pay a little less when you are younger with the option of transferring over to a Whole or Universal life plan before the term is up.

utterance: Ok. So, there's an expiration date for the Term?

utterance: Yes, it is set at ten years and it gaurantees the low price for that ten years, but after that the premium may likely increase.

utterance: #Mhm.

utterance: Whole Life is a higher premium initially, but you never pay anything different for the remainder of your lifetime and Universal Life is pretty much the same, except there is the optioin to borrow against the plan, the total you've contributed to the plan as you go along.

utterance: #Oh. I see. Yeah, I've heard of that last one. Why wouldn't I do that now?

utterance: It's not that you wouldn't, it's just a higher monthly cost compared to the Term.

utterance: Ok. Well, the only reason I'm even considering life insurance at this point is because I am doing well for myself right now and though that would be the responsible thing to do, so I could probably afford the cost of the Universal.

utterance: Fantastic! What do you do for a living?

utterance: I wrote a book and it was actually published! Can you believe that?

utterance: That's really cool! What's the book about?

utterance: It's about my experience running around the globe for two years after high school.

utterance: #Wow! What's the title? Maybe I should get a copy!

utterance: That would be great, thanks! It's called The Really Big Gap Years.

utterance: Funny! I'll definitely check it out.

utterance: I'm flattered. Thanks.

utterance: Sure! Ok, so you're considering the Universal plan?

utterance: I think so. What are the, is the coverage?

utterance: The benefit is three hundred thousand dollars with that option to borrow against what has been contributed up to the time of the request.

utterance: That sounds pretty good to me.

utterance: Ok. Let's start the process then.

utterance: #Um, before we start, can, I change to Term is for some reason if I don't want Universal? Or, even Whole for that matter?

utterance: Yes. That won't be a problem, although we would have to start with a new quote. They prices change according to your birthdate and other market factors.

utterance: I understand. Thanks.

utterance: Ok, so would you like to get started?

utterance: Yes, let's get to it.

utterance: Ok. So, I'll add your job title as author?

utterance: Perfect!

utterance: Ok. And can I please get your mailing address?

utterance: Yeah, it's one one three seven Wicker Street, Bainsville, Missouri four one three three five.

utterance: Ok, eleven thirty seven Wicker Street, Bainsville, Missouri, four one three three five?

utterance: Yes.

utterance: Ok, thanks. Your phone number?

utterance: Three seven two, eight eight three, nine five two four.

utterance: Ok, let me repeat that, three seven two, eight eight three, nine five two four?

utterance: #Yep.

utterance: Thanks. Ok, now can I get your social security number.

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

utterance: Seven two five, three one, eight four three nine?

utterance: Yeah, that's it.

utterance: Great. Now a couple of health questions to begin and then someone will call you to do a medical review.

utterance: Medical review?

utterance: Yeah, for our Universal and Whole plans, we do medical reviews. They'll call you and ask a series of questions and, if necessary, contact your primary care physician for more information. They will send you any documentation that you need to sign for that to happen. Make sense?

utterance: Yes, but could I be turned down for life insurance?

utterance: In all the time I've been doing this, I have only seen that happen once and it was for someone who was extremely ill due to alcoholism.

utterance: #Oh, that's good. #Whew. Thanks.

utterance: I know it can feel intimidating, but, really, it's just standard. Ok?

utterance: Ok. Thanks for explaining.

utterance: My pleasure. So, now just a few questions about your health.

utterance: Ok, go ahead.

utterance: Are you or have you been a smoker in the past two years?

utterance: No.

utterance: Thank you. Do you have any chronic illnesses?

utterance: Not that I know of.

utterance: Thank you. Have you had any surgeries?

utterance: I had my appendix out when I was fourteen.

utterance: Ok. Noted. Thanks. Any other surgeries?

utterance: Does getting your wisdom teeth pulled count? I was under, or, they put me under for that.

utterance: Got it. No, that doesn't count.

utterance: Ok.

utterance: Who would you like to add as your beneficiary or beneficiaries?

utterance: My sister, Hannah, and my mom.

utterance: Ok. I need both their names and numbers.

utterance: Hannah Jordan, seven two three, five two, four eight nine two.

utterance: Thanks. Seven two three, five two, four eight nine two?

utterance: Yes, and my mom is Karen Jordan, four six nine, eight seven, three one three six.

utterance: Four six nine, eight seven, three one three six. Got it. Fifty percent each?

utterance: Yes.

utterance: Ok. One moment while I finish up here. Ok! You're all set. You'll receive an email confirmation with the addition of this plan and a medical reviewer will call you to make an appointment for your review and in the meantime, if you have any questions, you can just give me a call. My number will be in the email I'll send to you in the next couple of hours. Is there anything else I can do for you today?

utterance: I think I got it all and I'll call you if, I have any questions. Thanks.

utterance: My pleasure. Have a great evening and thanks for calling Rivertown.

utterance: Thanks. Take care.

utterance: Thanks, you too, bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Vanessa, how can I help you?

utterance: I'm calling to find out if my payment went through.

utterance: Ok. I can help you with that.

utterance: Yeah, I got this email that said I need to pay my bill and then when I logged in I saw that my automatic payments were, had stopped or been changed and I don't know why, then I thought I made a payment, but didn't get an email saying I made it.

utterance: Got it. Ok. Well, I need to pull up your account first so I can see what's going on. Ok?

utterance: #Yep.

utterance: Ok, can I get your first and last name?

utterance: It's April. April Knix.

utterance: k.n.i.x.?

utterance: #Yep.

utterance: Ok. Thanks. And, your birthdate.

utterance: #Yep. It's January second nineteen ninety eight.

utterance: Ok. One two ninety eight.

utterance: #Mhm.

utterance: Ok, now to verify your account I need to ask you one of you security questions. Ok?

utterance: #Yep.

utterance: What's your mother's maiden name?

utterance: Torres.

utterance: Ok. Thanks. I see your account here and it looks like your, the automatic payments were stopped, which would mean you may have done it accidentally or we have a tech problem.

utterance: #Mhm. Well, when I logged in, because I wanted to check to see what my monthly payment was because I'm making a budget. A budget for the first time ever because I'm trying to save money to take a trip to Europe next summer with my besties.

utterance: #Oh fun! That sounds exciting!

utterance: #Yep. We've been saving for over a year and I wanted to see if I could save more by doing a budget. You know, but we already have tickets.

utterance: Great! That will be fun!

utterance: Yeah, we're doing ten countries in thirty days and we have our time off already and everything.

utterance: Exciting! What an adventure!

utterance: Right? We're super excited.

utterance: Nice. Well, let me see, I've got your account here, and it looks like you logged in on July twentieth and that's the day the automatic payments were stopped. Does that ring a bell?

utterance: I don't remember doing anything like that. I was just checking to see how much my monthly payment was, is.

utterance: Got it. No problem. I can get these turned back, started again for you.

utterance: Thanks. What about the payment? Did my payment go through?

utterance: Sure. I'll check on that. Give me one second.

utterance: #Yep.

utterance: Ok, I see, that the payment went through, but I'm not sure why you didn't receive a confirmation. The system generates an email when there is a change to any account.

utterance: #Hm.

utterance: Did you check your spam folder.

utterance: #Nope, but hang on. I'll check right now.

utterance: #Oh, ok.

utterance: Spam folder. Here. #Whoa there are a lot of emails in here. Looks like I need to clean this thing out. .

utterance: I forget about mine sometimes, too.

utterance: Here! Here, I found it. #Oh jeez. I can't believe I didn't check in here.

utterance: No problem. I'm glad you found it. So, we got your automatic payments figured out and your payment went through. Is there anything else I can help you with?

utterance: #Nope. So, my next payment?

utterance: Yeah. Your next payment will be automatic and will go through on the first of the month. Shouldn't be a problem.

utterance: Thanks. Ok. #Oh, I just got another email from you about automatic payments.

utterance: Yeah, like I said the system generates an email each time there is a change to your account, so when I turned on the automatic payments again, it will send you and email, it should've sent you that email.

utterance: #Oh. Right. Got it.

utterance: Great. Is there anything more I can help you with today?

utterance: #Nope! That's it. Thanks.

utterance: No problem. Well, thanks for calling Rivertown Insurance and have a great trip!

utterance: #Oh, thanks! Have a good day!

utterance: Thanks, you, too. Bye.

utterance: Thanks. Bye.


utterance: Thanks for calling Rivertown Insurance! This is Tanya. What can I do for you?

utterance: #Um, I can't remember my, didn't remember my password and tried too many times, now I'm locked out.

utterance: #Oh, sorry for the inconvenience. I can't help you with that, though.

utterance: Thanks. Yeah, I can never remember those dang passwords.

utterance: No problem. We'll get you taken care of.

utterance: Thanks.

utterance: Can you give me your name?

utterance: Barbara Leeman.

utterance: L.e.a. or l.e.e.?

utterance: L.e.e.

utterance: Great. Thanks. And, what's your birthdate?

utterance: It's eleven twenty seven nineteen fourty six.

utterance: Ok. November twenty seventh, fourty six. Got it.

utterance: Yes.

utterance: I see your account, but need to verify using one of your security questions.

utterance: #Oh, heavens. I'm not sure I'll remember any of those, but you can try.

utterance: Ok, you should be able to remember this one. What's your mother's maiden name?

utterance: #Oh, that's easy. Mable.

utterance: Is that her last name? Maiden name?

utterance: #Oh, no, sorry. Hanson. It's Hanson.

utterance: Got it. With an o.n.?

utterance: Yes.

utterance: Thank you, ma'am. Ok. Yes, I see you've locked yourself out. Give me one moment and I'll get this reset for you.

utterance: Thank you.

utterance: Ma'am?

utterance: Yes.

utterance: Do you have access to a computer? An email address?

utterance: Well, I can. Is there another way to do it?

utterance: I'm afraid if you're trying to get on your account online, this is the way.

utterance: Ok, can you help me with it.

utterance: Sure can. I'm going to send you an email now.

utterance: Ok, hang on. I need to walk into my office and get on my computer. My daughter got me a laptop last Christmas and it's good for some things, but gosh it can be confusing sometimes.

utterance: I understand. Are you ready?

utterance: Yes. I've got my email open.

utterance: Ok. You'll see an email from me, Tanya.

utterance: I see it.

utterance: Ok, in the email you'll see a link.

utterance: Yes, I see it.

utterance: Click on it once and it should automatically.

utterance: I've got it. It's on the internet now.

utterance: Ok. Good. #Um, now follow the prompts to reset your password.

utterance: Ok. #Um, let's see, new password. I better write this down. Ok. .

utterance: You doin' ok?

utterance: Yes. One minute.

utterance: Take your time.

utterance: Now click update?

utterance: Yes, update.

utterance: Ok, now it's asking me to log in.

utterance: #Yep. Give it a try.

utterance: Ok. One minute. I'm in!

utterance: Great! You did it!

utterance: Thanks, dear.

utterance: My pleasure. Is there anything more I can do for you today, Missus Leeman?

utterance: No, thank you. That was all.

utterance: Very good. You take care and thanks for calling Rivertown Insurance.

utterance: Thank you. You have a nice day, dear.

utterance: Thank you. Good bye.

utterance: Bye now.

utterance: #Mhm, bye.


utterance: Thanks for calling Rivertown Insurance. This is Juan. Can I help you today?

utterance: Hi. How are you?

utterance: Good. Thanks for asking. How are you doing?

utterance: I'm good, thanks. I'm calling back to enroll in a renters plan.

utterance: Ok. I can help with that.

utterance: Yeah. I called the other day to get a quote and I want to go ahead with it.

utterance: Ok. Do you have the number of the quote confirmation so I can look up the information from the quote?

utterance: Yes. It is zero zero one nine two eight one five six four.

utterance: Zero zero, one nine, two eight, one five, six four?

utterance: Yes.

utterance: Becky?

utterance: #Yep. That's me.

utterance: Ok. Can I verify your account by getting your birthdate?

utterance: Sure it's May fourteenth two thousand two.

utterance: #Um, got it. Thanks. Ok. I've got the quote here and you said you're ready to enroll?

utterance: Yes, please.

utterance: Ok, Becky you have an account started, but I just want to go over the information to make sure it's correct, ok?

utterance: Sure, no problem.

utterance: Ok, so your full name is Becky Crighton?

utterance: Yes.

utterance: Ok, and your address is three seven five one, Camp Jones Road, apartment two one two, Tolson, Arkansas, five two six four eight?

utterance: Yeah.

utterance: And, I have your email address as b.e.c.k.y.s.b.u.b.b.l.e. at gmail dot com?

utterance: #Yep. Becky's bubble dot com.

utterance: Thanks. And it looks like you're interested in the Basic plan.

utterance: Yeah. It'll be good enough and it's cheaper.

utterance: #Oh great. It is really reasonable.

utterance: Yeah, I called around, about three other places and you've got the best prices.

utterance: Perfect. Good to know.

utterance: Yeah, the other thing is you guys were a lot nicer on the phone.

utterance: #Oh. Really glad to hear this.

utterance: Yeah. I didn't know much about this stuff and one of the other companies make me feel stupid, so I, for sure, didn't want to go with them.

utterance: I understand. Sorry that happened to you.

utterance: No worries. Some people are just mean.

utterance: So true. Sometimes you've got to just rise above.

utterance: Yeah. Hard to do sometimes.

utterance: I hear that. Not easy sometimes.

utterance: Yeah.

utterance: Ok, Becky. I've enrolled you in the Renters Basic. I'll just need a payment method to put on file.

utterance: Ok. Hang on. Let me get my card out.

utterance: Sure. I see they also told you about automatic payments and electronic billing.

utterance: Yeah. The five percent discount?

utterance: Yes, do you have.

utterance: Here. I've got my card.

utterance: Ok. Go ahead.

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

utterance: Ok. Four two seven one, five nine eight two, four six two eight, five one three two.

utterance: No, nine one three two.

utterance: #Oh, sorry. Got it. Nine one three two. Expiration?

utterance: Nine twenty four.

utterance: Nine twenty four. Thanks. I'll also need the three digit number on the back of the card.

utterance: Yeah. Four three nine.

utterance: Four three nine. Great. I've got your payment method entered.

utterance: Ok. When are my payments coming out?

utterance: We take all payments at the first of every month.

utterance: Ok. Cool. That'll work.

utterance: And, with electronic billing, everything will be sent to you via email.

utterance: Ok. Nice.

utterance: Alright, Becky, is there anything else I can do for you today?

utterance: #Nope.

utterance: Ok, well have a great evening and thanks for calling Rivertown Insurance.

utterance: Ok. Thanks. Have a good night.

utterance: Thank you. Good bye.

utterance: Bye.


utterance: Good morning, thanks for calling Rivertown Insurance, my name is Richelle.

utterance: Hi.

utterance: How can I help you today?

utterance: Well, I called to cancel my insurance plan.

utterance: Alright. No problem. Let me get some information from you so I can open your account.

utterance: Sure.

utterance: Ok. I need your first and last name, please.

utterance: Yeah. It's Blaine Schofield.

utterance: Thanks. #Um, Blaine, with an e.?

utterance: Yep. A.i.n.e.

utterance: Great, thanks. And, your last name. Spelling?

utterance: Yeah, it's s. as in Sam, c. as in Charlie, h.o.f. as in foxtrot, i.e.l.d. as in dog.

utterance: S.c.h.o.f.i.e.l.d?

utterance: #Uh, yeah.

utterance: Thanks. I see your account and need to verify using one of your security questions.

utterance: Ok. Yeah.

utterance: Let's see. What wass the name of your first pet?

utterance: It was Charlie.

utterance: Charlie. Ok. Perfect. Thanks for verifying.

utterance: Sure.

utterance: Alright. I see you have three policies with us. Homeowners, auto, and life. Which one did you need to cancel?

utterance: Life. I just started a new job and now I have pretty good benefits which include life and I pay less for that policy than the one I have with you.

utterance: #Oh nice. Same coverage?

utterance: Well, I think so. I think I pay like sixteen dollars for about three times my paycheck, so right now that's about a hundred thirty five thousand and I think the one I have with you is about a hundred and I'm paying about twenty five a month. A little more than the policy at work.

utterance: Wow. Nice. That is a good plan. Do you have a budget for your life insurance?

utterance: #Uh, just the best policy I can get right now for the money. Why?

utterance: Well, There's nothing saying you can't have both policies. Do you have a loan on your home?

utterance: #Uh, yeah. Why?

utterance: Are you married? Kids?

utterance: Yes. #Um all that.

utterance: Right, so if your home loan is more than a hundred thirty five thousand, then it would help your spouse and kids bridge the gap if something were to happen to you. It would give them time and space to grieve and not worry about bills. Does that make sense?

utterance: #Oh. Right. I get it.

utterance: Are you required to take your employer's life insurance policy?

utterance: #Oh, no. It was just cheaper for more, so I thought it was the better bet.

utterance: I understand. What I'm looking at is that we could bump you to the Universal Life plan which would cover you at three hundred thousand and it has an investment savings component, so at any time, after two years, you can borrow against the policy. It's a permanent plan and, compared to term life, your monthly cost wouldn't increase over time.

utterance: Ok. #Um what is the monthly payment?

utterance: It will be a hundred dollars a month, but that will never change.

utterance: #Oh. Wow. That's a lot more than what I'm paying now.

utterance: Right, but you'll have triple the coverage and be able to borrow against it and the payment won't change over the entirety of your lifetime.

utterance: #Hm. Ok, let me think.

utterance: Sure. Take your time.

utterance: I'm thinking I should talk to my husband before I make that decision.

utterance: #Oh, of course. I completely understand. I see he's listed as your beneficiary.

utterance: #Uh, are the details on your website?

utterance: Yes.

utterance: How do I find them? I've got my laptop.

utterance: #Oh, right. Give me a second.

utterance: Sure.

utterance: Ok. Go to Rivertown Insurance dot com.

utterance: I'm there.

utterance: Ok. Are you logged in?

utterance: Yeah.

utterance: Ok. Now, go to the menu on the left side of the screen and find Insurance.

utterance: I see it.

utterance: Ok, click on that, then on the next page, on the top bar, you'll see Life.

utterance: Yep. Got it.

utterance: Ok, click on that, then you'll see each plan on the left menu.

utterance: Yeah. I see it. #Oh there are three plans?

utterance: #Oh, yeah. Were you interested in the Whole Life?

utterance: Well, what is it? You know, compared to the other two plans.

utterance: It is similar to the Universal Life, but you can't borrow against it. It provides up to five hundred thousand dollars of coverage, which is why it's a bit more than the Universal Life.

utterance: #Oh. Right. I see it's eighteen hundred a year, which is, what? Like a hundred and twenty a month?

utterance: Close. It's one hundred fifty.

utterance: #Oh, right. Ok. Does that cost increase as I get older?

utterance: No, that's the beauty of Whole Life. You stay the same over your lifetime.

utterance: But, you can't borrow against Whole Life?

utterance: Correct. No. It's not that kind of plan.

utterance: Is there a Whole Life plan that we can also borrow against?

utterance: #Uh, not right now, but things change all the time here, so I could make a note in your account to notify you if we develop that kind of plan. Sound good?

utterance: Great. Ok. #Um, about the Universal Life.

utterance: Yeah?

utterance: I am considering it, but I need to talk with my Dave. My husband.

utterance: I totally understand.

utterance: #Uh, can you hang on a second. I'm going to call him.

utterance: #Oh, right now?

utterance: Yeah, I'm on a conference room land line and I can use my cell to call him.

utterance: Ok. Sure. Take your time.

utterance: [conversation heard between customer and her husband] Hang on, honey. Ma'am?

utterance: #Oh, yes?

utterance: What was the monthly again on the Universal?

utterance: One hundred.

utterance: Got it. Honey, it's a hundred. Yeah, sure. Tonight's fine. Bye. You, too. Ok, sorry about that.

utterance: No worries.

utterance: We need some more time to talk about it, but we'll do that tonight. Are you working tomorrow?

utterance: Yes.

utterance: Can I call you directly or do I need to go through the whole automated system?

utterance: Sure. I can give you my extension.

utterance: Ok, so do I need to call the same eight hundred number?

utterance: Yes. Then wait for the prompt to enter an extension, then put in my extension.

utterance: Ok. Will do.

utterance: Alright! Is there anything more I can do for you today?

utterance: No. No, that's it.

utterance: Ok. I look forward to talking with you tomorrow! Enjoy your evening and no rush. We'll keep your policy open until you decide.

utterance: Perfect. Thanks.

utterance: Thanks for calling Rivertown Insurance. Have a nice evening.

utterance: Thanks, bye. You, too.

utterance: Thank you. Bye.


utterance: Good afternoon, this is Candice. Thanks for calling Rivertown Insurance. What can I do for you today?

utterance: I'm calling to change my security question.

utterance: #Oh, ok. Was there a problem with your account?

utterance: #Um, I'm not sure. I received an email with that said there was unauthorized attempt to access my account.

utterance: #Uh-oh, that's not good.

utterance: Right. It worried me. I thought it would best if I changed my password, too.

utterance: Ok. I can help you with both of these.

utterance: #Oh, I only to your help with the security question.

utterance: #Oh?

utterance: I already changed my password online.

utterance: Ok. Got it. And, you weren't able to change your security question online?

utterance: #Oh, I didn't try. I didn't know you could do that, too, online I mean.

utterance: You can, but I'm happy to help you with it now.

utterance: Thanks. I appreciate it.

utterance: My pleasure. Can I start by getting your full name?

utterance: Yes, it's Imogen Anderson.

utterance: Ok. Can you spell Imogen for me?

utterance: Sure. It's i.m.o.g.e.n.

utterance: Thanks. You don't hear that name very often.

utterance: Right. It's a family name. My great grandmother's name.

utterance: #Oh, how nice. You've got tradition in your family.

utterance: Do we ever. My sisters, the five of us, are all named after a relative.

utterance: Do you like that or are you nontraditional?

utterance: I'm fine with it, but a couple of my sisters don't like their names, so they go by their middle names instead.

utterance: Really? Why?

utterance: Their names are Eugena and Gertrude. They're just not very modern. One says it makes her sound like she's an old lady.

utterance: I think it's cool to have a different name.

utterance: Me, too, but they both have hated their names their whole lives. They call me lucky because I got Imogen. .

utterance: Well, I think they're all very nice names.

utterance: Well, thanks. .

utterance: Ok, Imogen, I'll need your birthdate.

utterance: Sure. It's May thirtieth, nineteen ninety two.

utterance: Ninety two. Got it. And, even though you're changing your security question, I'll need to ask your current one to verify your account.

utterance: No problem. Go ahead.

utterance: What is the name of your favorite teacher?

utterance: Missus Hanney.

utterance: That's not what I show. Is there more to that answer?

utterance: #Oh. Right. It's Jane Hanney.

utterance: That's it. Thanks for verifying.

utterance: #Mhm.

utterance: I've pulled up your account and we can go ahead and change that question. The options are, mother's maiden name, childhood best friend, high school, or first pet.

utterance: Ok. I'll go with first pet.

utterance: Sure. One second.

utterance: #Mhm.

utterance: Go ahead.

utterance: Mister Jingles.

utterance: Cute!

utterance: Yeah. He was my first hamster and my mom got him for me at Christmas because my dad was in Army and in Iraq for Christmas that year.

utterance: #Oh, gosh. That must've been hard.

utterance: Well, I barely remember it, since I was so young, but I remember being sad he was gone.

utterance: How long did you have Mister Jingles?

utterance: Strange enough, that as soon as my dad came back, mister Jingles died.

utterance: #Ah.

utterance: Yeah, I think it was probably his time to go anyway, I mean as far as hamster lives go, they probably don't live that long anyway.

utterance: #Oh. Got it.

utterance: My dad was gone for like a little over a year, then came home for about three months, then went back again for another year.

utterance: Crazy.

utterance: Yeah, about three years, I think.

utterance: Well, I'm glad your dad made it back.

utterance: Me, too.

utterance: Is he still in?

utterance: The military? No. He finally retired. I think my mom was glad about that.

utterance: I can imagine. So, Imogen, I have updated your security question and you said you changed your password online, correct?

utterance: #Yep. All taken care of.

utterance: Good. So, that should take of anyone trying to hack your account, but I'll make sure our tech team knows about this. You're not the first person today to call with this issue.

utterance: Really? #Oh, good thing I called then. Thanks.

utterance: My pleasure. Is there anything else today?

utterance: #Nope. That'll do it.

utterance: Great. Well, thanks for calling Rivertown. I hope you get to do something fun this weekend!

utterance: Thanks! You, too.

utterance: Thank you. Bye.

utterance: Bye bye.


utterance: Hi there thanks for holding how can we help you today?

utterance: #Um hi there my name's Susan, I was just trying to login to the website to check on my last payment, and I've had so many issues with the website lately, trying to log on and everything, so I thought I'd ring up and see if I could reset my password to fix it.

utterance: Yep, we can definitely help you with that one Susan. Really sorry you've had troubles with the website, could I just grab your last name Susan to get started on that one for you? And is that Susan spelled s. u. s. a. n.?

utterance: Yes, that's right. My last name is Devon, d. e. v. o. n.

utterance: Great. I'll just need your date of birth as well Susan

utterance: #Uh yes that's the fourth of September, nineteen sixty nine.

utterance: Nineteen sixty nine, great, and finally Susan could I have your eight digit customer number?

utterance: #Um yes, I think I'll need to check that could you just give me a moment?

utterance: Sure thing.

utterance: #Ah here, it's five three two

utterance: Five three two

utterance: Zero one nine

utterance: Zero one nine

utterance: Seven six

utterance: Seven six. Fantastic Susan thanks for your co-operation there, so I'm gonna go ahead and send through a link to your email address that you can use to reset your password, is s. devon at gmail dot com still a good email address for you?

utterance: Yes, that one's right. So I'll just open the link and I can change the password? I really hope it's simple because I've had some confusion lately you know

utterance: Yes ma'am it's super straightforward I'm sure you won't have any trouble with that new link, but if you do, you can click the send new link button in the email and it will give you a fresh new link to click on. Does that sound okay?

utterance: #Uh yes, that sounds like it should be okay I'll get my husband to help out if I have any trouble.

utterance: Okay terrific Susan, now is there anything else I can help you with today?

utterance: #Um actually, am I able to just quickly check with you whether the payment on our last bill went through? It was the Renters Preferred package and I just wanted to confirm it had gone through.

utterance: Yes I can definitely check on that for you Susan, if you could just hold for a moment please.

utterance: So I'm just scrolling through your account payment history here and I am seeing an alert here that your August payment for the twenty twenty one cycle was unfortunately unsuccessful. Looks like we sent you out a reminder email last Wednesday, did you recieve that one?

utterance: #Um I- I did have a feeling, because I did get an email with something about a payment failure and that's when my password didn't work properly and got me all in a fluster.

utterance: Not to worry Susan, now that you've got that reset link you should be fine to click through and change your password and then all the details regarding completing that payment will be available to you on your website account.

utterance: Look I'm just a little skeptical of handling these things through the website, is there any way you can help me find the problem with my recent payment on the phone now? Could you remind me which account its been charged out of?

utterance: I- I can definitely look into that for you, just give me one moment please.

utterance: Thanks.

utterance: Okay, looks like your annual Renters Preferred package payment usually comes out of your credit card account ending in seven three nine four. Would you like to change the usual payment method moving forward?

utterance: #Um I think for today it would be great if I could actually pay the August bill over the phone with you now, out of my checking account if possible because I know that will work. Do you take over the phone payment for bills?

utterance: Yes ma'am we can do that. So just confirming you are wanting to make an over the phone payment for bill ID number seven six nine four four three two for the billing period of August twenty twenty one to July twenty twenty two, with an amount of three hundred dollars?

utterance: Yes that's correct.

utterance: Great, so with that checking account, was that cheque savings or credit Susan?

utterance: Savings thanks. My account number is five seven seven two,

utterance: #Um right yep, five seven seven two,

utterance: Three nine six.

utterance: Three nine six. Fantastic, and what was the bank routing number for that one?

utterance: #Um that's six seven two nine four.

utterance: Two nine four excellent so that's all entered in, please hold the line while I process payment.

utterance: Okay Susan I can confirm that your Renters Preferred package payment has now been successfully paid. I will just advise you that the next payment date is just having a look August thirteenth next year. Would you prefer to set up a recurring payment from this checking account, instead of the usual credit card?

utterance: #Um honestly I think it should be fine to keep the credit card account listed as the usual payment method, assuming that the password link works and I can keep track of the alerts easily on the website, because the credit card is usually fine this was just a rare issue honestly.

utterance: Alright, not a problem at all Susan. So your bill has been paid, and your password reset link is waiting for you in your inbox. Is there anything else I can do for you today?

utterance: #Um I think that is all for today, I'm really glad that bill's been paid that's a huge reilef . Am I able to call back if the password link doesn't work?

utterance: Yes ma'am, please don't hesitate to give us a ring if you have any troubles at all logging in to your account. Although just remember, you can always get a new link sent to you if you look at the reset email.

utterance: Yes, okay, fantastic. Thank you very much for all your help today. #Um sorry just checking that you didn't make any changes to the usual payment method for our bills, it's still the credit card?

utterance: Yep, confirming no changes were made to your usual payment method except for today's payment. All bills moving forward will be on your recurring payment through the credit account.

utterance: #Ah that's just great. Well thanks again, have a great day.

utterance: Thank you very much ma'am, you have a nice day as well.

utterance: Bye bye!


utterance: Hello this is Gina. You have reached Rivertown Insurance. How can I help ya today?

utterance: Uh hey there. I need to notify of my move my change of address.

utterance: Okay I can help you with that ma'am. Let me start by getting your name.

utterance: Okay yeah my name is Sharona.

utterance: Sharona, what is your last name?

utterance: Oh it's Taylor. T A Y L O R. Taylor.

utterance: Can you please spell your first name for me too?

utterance: Sure S H A R O N A.

utterance: Thanks for that. Now let's see here do you have your account number handy?

utterance: Oh shoot. No I don't I am sorry I thought it was on this paper but actually let me see no I don't have it after all. Shoot.

utterance: That is not a problem. No worries! We can look up your acount by having you answer just a few questions for me. Is that okay?

utterance: Oh cool. Yeah of course. Thanks.

utterance: So first I will need you birthdate please.

utterance: Okay it is May twenty second nineteen sixty two.

utterance: Great. Next can you please provide me with your social security number?

utterance: Yep four three three one zero six nine six four.

utterance: Let me just read that back to you to make sure I have it correct. You said four three three one zero six nine six four?

utterance: Yes sounds good to me!

utterance: Wonderful now lets see next I will need you to answer your security question. It looks like I have here what high school did you graduate from?

utterance: Oh that would be Saddleback High.

utterance: Ok looks like we have your account open here miss Taylor. Now let's see about doing let me see doing an address change. Is that right?

utterance: Yep yeah I need to change my address. I moved last week and yeah I need to update my information with you guys.

utterance: Okay well let's take a look I have your address listed here as nine one nine Lemon Avenue Harristown Florida four four three one seven.

utterance: Yeas so that is right but yeah that is my old address.

utterance: Okay let me get your new address entered in here for you. ok. Whenever you are ready.

utterance: Sure my new address is fourty five eleven North Shore Boulevard San Juanita California three two six six one.

utterance: Okay great let me read that back to you. Four Five One One North Shore Boulevard San Juanita Californai three two six six one?

utterance: Yes that's correct.

utterance: Great. If you will just bare with me the computer is being just a tad bit slow this afternoon. let's see here. How is your day going so far?

utterance: Uh pretty good! Just lots of phone calls to make and stuff trying to set up inform everyine of our address change you know?

utterance: Yes I bet that takes a lot of time! OK here we go the address has now been updated. I will send you a confirmation via email if you'd like?

utterance: Ok yeah that would be nice.

utterance: The email address I have on file for you is SharBar at xyz dot com. That is S H A R B A R at xyz dot com.

utterance: Yep thats me!

utterance: Great. Okay that email has been sent you should receive it any moment now.

utterance: Oh I just got it actually. That was fast!

utterance: Good glad it came through quickly like I said ealier our system has been a little slow today!

utterance: Yep nice and fast.

utterance: Well sinc we have updated the address on file for you is there anything else I can help you with today Sharona?

utterance: Actually can you please tell me my customer number so I can just write it donw here now so I don't forget?

utterance: Sure your customer number which is also your account number is nine nine eight zero seven six four four.

utterance: Okay I oh geez can you repeat that one more time. Sorry.

utterance: No problem at all. Are you ready?

utterance: Yes ready now.

utterance: Ok nine nine eight zero. Seven six four four.

utterance: ok. Got it now. Thanks for that.

utterance: You are very welcome. Is there anything else I can do for you today?

utterance: Nope. I am all set. Thanks for all your help!

utterance: You are very welcome. I hope you have a wonderful rest of your day! If you are able to please stay on the line and complete a brief survey.

utterance: Oh sorry can't do that today.

utterance: No problem it is completely optional. You have a wonderful afternoon. Goodbye!

utterance: You too. Bye!


utterance: Hello and good morning! This is Rivertown Insurance. I'm Stacey. Can I help you today?

utterance: Yes. Hi. Yeah, I'm calling to pay my bill.

utterance: Great. I can help you with that. First and last name, please?

utterance: Mandy Jenkins.

utterance: Mandy. Is that short for Amanda?

utterance: #Yep. Amanda.

utterance: Thanks. Ok and your birthdate?

utterance: March third, ninety five.

utterance: Ok. Three three nineteen ninety five.

utterance: #Mhm.

utterance: I'll need to verify your account.

utterance: Ok.

utterance: You have a few security questions here, What is your mother's maiden name?

utterance: Paulson.

utterance: Perfect. Thanks for verifying your account. Now, let's get to the payment page. Here.

utterance: #Mhm.

utterance: It looks like you're set up to pay every six months. Bi-annually. Did you want to keep that payment frequency?

utterance: #Um, I don't know. Can I pay monthly?

utterance: Yes. Did they not offer that to you when you enrolled in your plan?

utterance: Not that I remember.

utterance: Ok. No problem. We can change it today if you'd like.

utterance: I think it would be easier for me to manage, financially. You know, budgeting wise.

utterance: I understand. Ok. So, let me get this started for you.

utterance: So, what will I have to pay today?

utterance: I'll get that for you in just one second.

utterance: #Oh. Sure. Thanks.

utterance: Alright. You're on the Preferred Auto.

utterance: #Yep.

utterance: Ok. So your monthly will be, you're not on, do you want to save five percent and enroll in the automatic payments and electronic billing?

utterance: Of course! I didn't know about that either.

utterance: I'm so sorry it wasn't mentioned to you before.

utterance: If I would have known, I would have signed up for it then.

utterance: I understand. Let me see what I can do for you. Can you hold a moment. I'd like to talk with my supervisor.

utterance: Yeah. Sure.

utterance: Mandy? You there?

utterance: Yeah, I'm here.

utterance: Ok, I spoke with my supervisor and they've authorized me to take an additional five percent off your next six payments since you should've been able to set that up initially.

utterance: #Wow. Great. Thanks. So, a total of ten percent the next six months?

utterance: Yes. It will just take me a minute to get that all set up. I may have to put you on hold. I've never done a manual discount before.

utterance: Sure.

utterance: I may need to get my supervisor's help with this.

utterance: No problem.

utterance: One moment.

utterance: [clears throat].

utterance: Mandy?

utterance: Yes.

utterance: Ok, I've got it all set up for you. Can I verify your email address?

utterance: Yes.

utterance: Ok. You'll be getting your electronic statements via email.

utterance: Yeah. Ok.

utterance: I show m.a.n.d.y.s.c.o.o.l.v.i.b.e.s., #oh, Mandy's cool vibes. Cute! At gmail.

utterance: #Um, that's actually an old email. My new one's m.a.n.d.y.s.v.i.b.i.n.g. at gmail.

utterance: Cute. Got it. Alright, so you'll get confirmation of the change we made today, and I can take your payment method from you now.

utterance: I should have a card on file from the first time I paid.

utterance: #Hm. I don't see it. They may not have saved it to your account.

utterance: #Jeez, whoever helped me last needs some training.

utterance: Yes, I've notified my supervisor of this. I'm truly sorry for the inconvenience.

utterance: It's not your fault. It's just frustrating.

utterance: I understand. Can I get a card number for you, one I can save in your account?

utterance: Yeah, hang on. #Um, it's a Mastercard.

utterance: #Mhm.

utterance: Number is four four two one, six one three nine, eight two one zero, zero five six seven.

utterance: Ok. Let me repeat, I've got four four two one, six one three nine, eight two one zero, zero five six seven.

utterance: #Mhm. That's it.

utterance: And, the expiration?

utterance: Ten of twenty three.

utterance: Got it. What's the three digit number on.

utterance: Six two three.

utterance: Six two three. Got it.

utterance: #Mhm.

utterance: Ok. You're all set for both automatic payments and electronic billing. Is there anything else I can do for you today?

utterance: That'll do it. So, you'll give feedback about the other customer service person?

utterance: Yes. I made sure to enter theinformation we discussed and my supervisor knows about it. They'll have to look at the call record for the dates you enrolled.

utterance: Ok. Good. I don't want anyone else to get, not get the discount and stuff.

utterance: Right. I don't either. Thanks so much for bringing it all to our attention.

utterance: Sure.

utterance: Anything else today?

utterance: #Nope. Nothing else.

utterance: Ok. Thanks for calling Rivertown Insurance and have a great day!

utterance: Thanks. You, too.

utterance: Thanks. Good bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. This is Kay. How can I help you?

utterance: Hi. I'm getting charged every six months for my auto insurance and I want to change it to monthly.

utterance: Ok. No problem. What is your first and last name?

utterance: It's, oh, I also need to update my address.

utterance: Erik Stansford.

utterance: Erik Stansford.

utterance: Yeah.

utterance: Is that with a C or K?

utterance: K.

utterance: Thanks. Ok and your birthdate?

utterance: Seven three nineteen sixty two.

utterance: Oh, wow. The day before Fourth of July.

utterance: Oh yeah. I used to get cheated our of real birthday parties.

utterance: Oh no. That stinks. .

utterance: Yeah. Pretty much burgers and dogs every year.

utterance: Oh bummer. Did you at least get a cake?

utterance: Yep. Red, white, and blue cake, though. .

utterance: Oh, that's brutal. .

utterance: Yeah. It got pretty old.

utterance: Hopefully, now you can throw yourself some great parties!

utterance: Well, believe it or not, my granddaughter's birthday is July sixth, so we usually have a combined birthday party.

utterance: Ah, that's so sweet.

utterance: Yeah. She loves it now, but when she's a teenager, she'll probably want her own.

utterance: Oh, I bet. How old is she?

utterance: She'll be eight this year.

utterance: So sweet.

utterance: Yep. She's my princess.

utterance: Ok, mister Stansford, let's get your billing changed.

utterance: Sounds good.

utterance: I have your account here, but I need to verify. What is the name of your high school?

utterance: Jackson P. Ellsworth.

utterance: Got it. Thanks. Now, if I change the billing to monthly, you'll be paying a few dollars more each month than if you paid every six months. Is that ok?

utterance: For now. Yeah. I just retired and I'm trying to figure out our budget. I'll probably change back to every six months, but we need to get the hang of our new monthly budget first.

utterance: Oh, gotcha. Big life change, huh?

utterance: Yeah, but it's great!

utterance: Nice. Ok, it looks like when I change the billing to monthly, uh, your payment will be seventy two thirty three.

utterance: Ok, so I used to pay around four fifteen every six months, so, uh, that's about, what, four dollars more each month?

utterance: Um, let's see. I can do the calculation here. Um, It went from four fourteen ninety eight which would have been sixty nine sixteen per month to seventy two thirty three per month which is a difference of three sixteen a month.

utterance: Ok. Not too bad.

utterance: Right. And, if you need me to split that to bi-monthly, I can.

utterance: Oh, no. That's alright. Monthly's fine.

utterance: Great. Let me set this up. One moment.

utterance: Sure.

utterance: Ok. I've got that submitted. Now your next bill will fall on the first of each month and I show that you have automatic payments already set up. Did you want to keep that?

utterance: Yeah, that sounds good.

utterance: Ok. It looks like you're paid up until, March, so you're next payment will be on April first.

utterance: Alright.

utterance: Now, hm, you said you also needed to update your address, correct?

utterance: Yep.

utterance: Ok. I show you at seventy two East Viola Street.

utterance: Yep.

utterance: In Hectorsville.

utterance: Yeah.

utterance: Ok. Give me your new address.

utterance: It's, same city and zip, just a different address.

utterance: No problem. Go ahead.

utterance: It's four twenty three North Victor Avenue.

utterance: Four twenty three North Victor Avenue.

utterance: Yes. Correct.

utterance: Great. And, do you still have the same email address?

utterance: Uh, what do you have?

utterance: I show s.t.a.n.s. six two at a.o.l. dot com.

utterance: Um Stans, oh right, no, we changed it about a year ago. Hang on.

utterance: No problem.

utterance: I need to see what it is. My wife put it in my phone. I'm not so good with technology.

utterance: No worries. Take your time.

utterance: Uh, let's see. Here. It's e.a.n.d.m.g.i.l.l. at gmail dot com.

utterance: Let me repeat that. Um, e.a.n.g.m.g.i.l.l.

utterance: No. E.a.n.d. as in dog m.g.i.l.l.

utterance: Oh got it. Thanks. At gmail?

utterance: Yeah.

utterance: Ok. Good. Now I don't show that you are signed up for electronic delivery. Would you like me to change that for you?

utterance: You mean, we get the bill in the mail?

utterance: Yes. That's right.

utterance: Hang on. Let me check. Marcy! Do you wanna change our insurance bill to, uh, electronic instead of mail? [inaudible response] Auto!

utterance: Sure. She said go ahead.

utterance: Ok. No problem.

utterance: Sorry. She usually takes care of this stuff, but she's on the phone with our daughter.

utterance: Ah. The mother of your grandaughter?

utterance: Yeah. She's in the U.K. right now and trying to find a flight back to her husband's base in Germany.

utterance: Oh, is he in the military?

utterance: Yeah. Air Force.

utterance: Oh, cool. It must be tough to find time for the combined party with your grandaughter if they live in Germany? Huh?

utterance: Oh, yeah, but they try to come home every year for that. Also for Christmas.

utterance: Nice. Your family is close, then?

utterance: Yeah. My daughter and wife talk almost every day. Sometimes I can't get them off the phone. .

utterance: What? Girls on the phone? No. Not us.

utterance: Oh yeah. .

utterance: Ok, mister Stansford, your address has been updated and I've submitted the change in billing.

utterance: Great.

utterance: You should see the new bill in April. Is there anything else I can help you with?

utterance: Nope. That does it.

utterance: Thanks for trusting Rivertown Insurance. Happy New Year!

utterance: Happy New Year to you, too, dear.

utterance: Thanks. Bye.

utterance: Mhm. Bye.


utterance: Thanks for calling Rivertown Insurance. This is Leslie. What can I do for you today?

utterance: Hi. #Um, I'm calling for, to get a quote for homeowners insurance.

utterance: Great. I can help you with that. Can I get your name, please?

utterance: Yes, Sandy Wall.

utterance: Thanks, Sandy. Did you just purchase a new home?

utterance: Well, soon. We have a house already, but moving soon.

utterance: #Oh, so do you already have a homeowners policy with us?

utterance: No, with another company. We're shopping around a bit.

utterance: Nice. Well, thanks for considering Rivertown.

utterance: Yeah. Some friends of ours suggested you to us.

utterance: That's nice to know. Word of mouth is the best way.

utterance: I agree. Because you know you can trust it that way.

utterance: Right. Ok, Sandy. What is the address of your new house?

utterance: #Oh, right. Hang on a second. #Hm. I thought I had, yes, here. I have a paper with the address, it's two ten fifth street.

utterance: Ok. Fifth street. And, the zip code?

utterance: The zip code is four three seven seven five.

utterance: Four three seven seven five. Got it. What county is that?

utterance: Springs County.

utterance: Got it. Thanks.

utterance: Sure.

utterance: Now, I'll need your birthdate and social security number?

utterance: #Um six seventeen eighty one.

utterance: June seventeenth nineteen eighty one.

utterance: #Yep. And, social is seven two three six two one one five three.

utterance: Seven two three six two one one five three?

utterance: Yes.

utterance: Thanks and your email address?

utterance: W.a.l.l.y.s.a.n.d. at gmail.

utterance: Thanks. W.a.l.l.y.s.a.n.d?

utterance: #Yep.

utterance: And, you said you already own a home and will be moving? Like, do you already have an offer accepted? You're closing soon?

utterance: Yeah. Probably by the end of the month.

utterance: Did you already get an inspection done?

utterance: Yes.

utterance: Ok. I'll need a copy of that report before we can finalize the quote, but I can get you a close estimate today. Sound good?

utterance: Perfect. Thanks.

utterance: What is the estimated value of the home?

utterance: #Um, well we are going to pay three hundred fifty two thousand for it. Is that what you mean?

utterance: #Uh, did your bank say they could lend that much?

utterance: #Oh, yeah. We paid under what the inspector told us it's worth.

utterance: Ok, and what was that?

utterance: He said, let me look. #Uh, three hundred eighty five.

utterance: Three hundred eighty five thousand. Ok. That will work.

utterance: Will I need flood insurance?

utterance: #Um, probably not in this area, but the underwriters will have to look your documentation over before I can say that for sure.

utterance: Ok. Thanks.

utterance: Give me a minute here while I enter some of this information into the system.

utterance: Sure.

utterance: Ok, now a few more questions.

utterance: Ok. Go ahead.

utterance: Who will be living at this house?

utterance: Me and my husband.

utterance: Ok. Thanks. And what is the year of the home?

utterance: Built in two thousand two.

utterance: Great. And, the square footage?

utterance: Twenty eight hundred.

utterance: Two thousand eight hundred. Thanks. Do you know how old the roof is?

utterance: They said they replaced it five years ago.

utterance: Great. Ok. Two thousand sixteen. How many bedrooms and bathrooms?

utterance: #Uh, four bedroom, two bath.

utterance: Great. Thanks. What about fireplaces? Are there any, fireplaces?

utterance: There's a wood stove in the main living room.

utterance: Ok. Thanks. What is the exterior finish?

utterance: Like siding?

utterance: Yes, like is it wood siding, metal, or stucco?

utterance: #Oh, right. It's that vinyl stuff.

utterance: Vinyl siding. Ok. Any rock or wood?

utterance: Well, there is a second story deck, but I think it's made out of that Trex stuff. Like the recycled stuff.

utterance: Got it. Good info. Thanks. Does it have a garage?

utterance: Yep. Two car.

utterance: Great. Thanks. Is it attached.

utterance: Yes. Opens to the kitchen.

utterance: Perfect. Thanks.

utterance: #Mhm.

utterance: Are there any safety devices on the home.

utterance: #Uh, like alarms?

utterance: Right. Like alarms.

utterance: I'm not sure, actually. I don't remember seeing that and I don't know where to find that info.

utterance: Don't worry. We can add it later. Just keep in mind it could lower your premium if there's security.

utterance: #Oh. Ok. #Oh! It has a gate. A locked gate well, a gate you have to enter a code.

utterance: For the whole neighborhood or just your house?

utterance: The neighborhood.

utterance: Ok. Thanks. I'm not sure that counts, but I'll add it in my notes here.

utterance: Thanks.

utterance: Ok. One moment. Ok. Right now, we would need to add you to the Home Preferred plan, which is sixteen hundred a year. The Basic Home plan won't cover the total cost of your home and I'm not sure you'll need the Home Complete plan, but I can send all this information to your email address.

utterance: Sounds good. Thanks.

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

utterance: I don't think so. #Um, so Home Preferred at sixteen hundred a year. So, what, that's about a hundred thirty a month?

utterance: Yep. And keep in mind we give a five percent discount if you set up automatic payments and electronic billing.

utterance: #Oh. Nice. Ok. So, I'll get an email with all this?

utterance: Yes. I'll send it to you in the next thirty minutes. It will only be a quote and until the underwriters finalize the total could go up or down depending on them.

utterance: I understand.

utterance: Is there anything more?

utterance: #Nope. Thanks.

utterance: Great! Thanks for calling Rivertown Insurance and we look forward to having you as our customer. Bye for now.

utterance: Thanks. Bye.


utterance: Rivertown Insurance, this is Laurel. What can I do for you today?

utterance: Hi, I need to get my renters information.

utterance: You have a renters insurance policy with us?

utterance: Yes.

utterance: Great. What's your first and last name?

utterance: Greg Matthews.

utterance: Greg Matthews. Thanks. And, your birthdate?

utterance: June twenty fifth.

utterance: Six twenty five and the year?

utterance: Two thousand.

utterance: Two thousand. Thanks. Now, to verify your account, what's your mother's maiden name?

utterance: Marshell.

utterance: That's great. Thanks for that. Now, let, I'll pull up your account. One moment.

utterance: #Mhm.

utterance: Here we go. I see you have Renters Basic.

utterance: Yeah.

utterance: Ok, and what, information do you need, exactly?

utterance: Well, I, my landlord needs a copy of it or else they're gonna start charging me with their policy.

utterance: #Oh, I understand. You need proof of insurance for your landlord?

utterance: Yeah. That's it. Proof of insurance.

utterance: Sure. It's money bags Matthews dot com.

utterance: All lower case?

utterance: Yes.

utterance: Ok. Thanks. I'll be emailing a copy of your renters policy for you to send to your landlord.

utterance: Yeah. They want it electronically.

utterance: No problem. It's on its way to you in just a minute.

utterance: Thanks.

utterance: Did you know that you can get a copy online?

utterance: Yeah, but I'm at work and it's weird for me to do stuff like that on my computer.

utterance: #Oh right. I understand.

utterance: Yeah. We're all in a little cubicle farm.

utterance: Cubicle farm? .

utterance: Yeah. That's what we call it.

utterance: That's funny. I've never heard that before. Cubicle farm. .

utterance: It's hard to stay entertained at work.

utterance: I understand. What do you do for work?

utterance: Kind of what you're doing. Customer service.

utterance: #Oh, right. Ok.

utterance: Except it's a shipping company, so I get to quote shipping prices all day.

utterance: #Oh, #wow. I'm not sure I could do that.

utterance: It's a snooze fest, but somebody's gotta do it.

utterance: Right. Ok, so I've sent the email to you. Is there anything else I can do for you today?

utterance: Yeah, did my bill go through this month. I didn't see an email like I usually do.

utterance: One moment.

utterance: Ok.

utterance: It looks like it, although, it looks like there was a late fee.

utterance: #Oh, man. I was hoping that didn't happen, but I kind of thought it would.

utterance: Is there something I can help with.

utterance: No. Just a fact of living paycheck to paycheck.

utterance: I totally understand that.

utterance: So, how much is the late fee?

utterance: It's thirty five dollars.

utterance: #Whoa. That stinks. That's a lot.

utterance: One minute. Let me look into something for you.

utterance: Ok. Thanks.

utterance: It looks like this is your first late fee.

utterance: Yeah.

utterance: Ok. Well, as a one-time courtesy, I can waive it.

utterance: Nice! You can?

utterance: Yes.

utterance: Thanks so much.

utterance: My pleasure. I know how it feels.

utterance: Thanks. Thanks a lot.

utterance: Sure. One second.

utterance: #Mhm.

utterance: If you ever incur another late fee, though, the next customer service person may not be able to help you.

utterance: I understand. It's my own fault. I'm working on getting better with my money.

utterance: It takes a while, right?

utterance: Yeah. I'm learning how to do a budget from my friend who majored in accounting. Talk about a boring job. .

utterance: Yeah. Another job I couldn't do.

utterance: Right?

utterance: Well, I'm glad you're getting the hang of it.

utterance: #Yep. It's cool he's doing that for me.

utterance: Good friend.

utterance: Yeah. He's cool.

utterance: Alright, is there anything else, I can do for you?

utterance: #Nah. That's it.

utterance: Great, then, thanks for calling Rivertown Insurance. I hope your day is good.

utterance: Thanks yours, too.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Good morning! Rivetown Insurance Claims Department. I'm Terry. Did you want to start a new claim today?

utterance: Yes. Hi.

utterance: Great! What kind of claim can I get started for you today? Auto?

utterance: Uh, no. Homeowners.

utterance: Ok. No problem. Let's start with your name and policy number.

utterance: Uh, name is Liza Hilton.

utterance: Ok. Liza Hilton. Is your policy under Liza or is that a nickname?

utterance: Oh, look for Elizabeth Hilton.

utterance: Great. Thanks. And, your policy number?

utterance: Uh, I don't have it on me.

utterance: No problem. Let me see if I can find it with your name. Can I get your address?

utterance: Yeah. Fifty two seventy eight North Hampton Street.

utterance: Hampton Street. Ok. Five two seven eight?

utterance: Yes.

utterance: Ok. Are you the primary policy holder?

utterance: Oh, maybe not. My husband might be the primary.

utterance: His name?

utterance: Joseph Ritter.

utterance: R.i.d.d.e.

utterance: No. R.i.t. as in Tom.

utterance: Ok. Got it. Yep. Here it is. I need to verify your account with a security question.

utterance: Ok.

utterance: What is the name of your first pet?

utterance: mister Hams.

utterance: Hamiss H.a.m.s?

utterance: Yep.

utterance: Was he a ham lover?

utterance: No, he liked to be the center of attention. Like a ham. .

utterance: Got it! How funny!

utterance: Yeah, he was a character. .

utterance: Ok. Thanks for verifying your account. Um, alright. So you want to file a property claim?

utterance: Yes. There was a freak windstorm and a bunch of our large pine trees were uprooted and one of them crashed onto our back deck and crushed it.

utterance: Oh no! That's awful! Were you home when it happened?

utterance: No, we were at my mother's house in another state.

utterance: Wow. I was gonna say that must have been loud.

utterance: Yeah. I'm glad we weren't home.

utterance: No kidding. Well, let's see what we can do.

utterance: Ok. Thanks.

utterance: It looks like you have Home Complete coverage, so this shouldn't be an issue to process.

utterance: Great.

utterance: Oh, wait, uh, it looks like you have two homes. One in Idaho and one in New Mexico. Which is the claim for.

utterance: Oh, right. Um, the house in Idaho.

utterance: Ok. Same coverage there, too. Right, well, let me open the claim.

utterance: Mhm.

utterance: On uh, what date did the damage happen?

utterance: Well, our neighbors up there said it was Saturday, like two days ago.

utterance: Ok, let's see, calendar says that's November fourteenth?

utterance: Yeah. Sounds right.

utterance: Ok. Now you said it was your deck, correct?

utterance: Yeah. More like the entire right side of the deck.

utterance: Ok. Just describe it to me in simple termiss I'll be taking notes as you speak. Ok?

utterance: Alright. The tree fell onto the deck.

utterance: Is it a second story deck?

utterance: Yeah. Second story. So, the tree fell on the right side of the deck at the outer corner. I saw the metal railing bent and the big support pole under it snapped in half and the deck boards fell down onto the ground. Some were snapped in half and some are still, uh, hanging down from the deck that's still intact, but I worry if there's, structural problems with the other side.

utterance: One moment.

utterance: Ok.

utterance: Alright. I think I've got it. Do you know what kind of material the deck is made from?

utterance: Oh. Yeah. I think it's called Trex.

utterance: T.r.e.x.?

utterance: Yeah. I think so.

utterance: Ok, no worries. This is just info for the adjuster.

utterance: Ok.

utterance: Are you in Idaho now?

utterance: Um, no, but we'll be there in about two weeks. For Thanksgiving.

utterance: Oh nice. I'm not sure we can get this all processed before then, so you may want to avoid that area until it can be inspected.

utterance: Yeah. We figured.

utterance: Did any of the house siding or structure get damaged?

utterance: Um, I don't think so, but I didn't really look at it. My husband got pictures from our neighbors.

utterance: Ok, well. Is there a way the adjuster can come out and take a look before you arrive? Can your neighbors be there to let the adjuster, onto the property?

utterance: Oh, yeah. No problem. They're great.

utterance: Nice. Ok. So.

utterance: Just tell me when the adjuster will be there and I'll give them a call. They have a key.

utterance: Great. I can do that.

utterance: Thanks.

utterance: Let's see. The next available appointment we have is for Friday between ten a.m. and noon. Will that work?

utterance: It should. I'll just need to know when they arrive, so my neighbors can, go unlock the gate.

utterance: Ok. That shouldn't be a problem. Um, so, it looks like.

utterance: Will they have to stay there while the adjuster is there?

utterance: Yes, just in case they have any questions. Uh, is that ok?

utterance: Yeah. Just need to tell them what to do when I call to ask them for help.

utterance: Oh, right. Got it. Um, so it looks like the appointment went through.

utterance: Good. Thanks.

utterance: I'll send you a confirmation to your email. Ok?

utterance: Great.

utterance: Is your email still beach bum twenty one at gmail dot com?

utterance: Yep. Still haven't changed it since college.

utterance: Got it. Funny. Ok, it's on its way to you now.

utterance: Thanks.

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

utterance: No, uh, that's it. Oh, how long will it take for the whole process?

utterance: It depends on how much work needs to be done. We keep the claim open until it's finished.

utterance: Oh. Great. And, once the adjuster finishes, we can start repairs?

utterance: Yes. A contractor estimate is all we need to get a check to you.

utterance: Great! That's it then.

utterance: Perfect. You're all set! Have a great day and a good Thanksgiving with your family and thanks for trusting Rivertown Insurance.

utterance: Thanks! You, too. Bye.

utterance: Bye.