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

utterance: Yes I've heard a lot of good things about you guys from friends and family and I was interested in finding a local agent to talk about signing up for one of your plans.

utterance: I'd be more than happy to assist you with that. May I have your first and last name please?

utterance: It's Karen Graves.

utterance: Thank you, Karen. What type of policy were you interested in?

utterance: What all kinds do you have?

utterance: We have a multitude of products from life insurance to pet insurance to automobile insurance.

utterance: Oh okay. I thought you guys just did auto insurance.

utterance: No ma'am we actually have a whole range of products to meet your needs.

utterance: Well that sounds great.

utterance: Which ones were you interested in?

utterance: Well I don't have a pet and I'm not too happy with my life insurance policy right now.

utterance: So you would like to have an agent call you about life and auto? Is that correct?

utterance: Yeah let's see what they can do.

utterance: Okay. We can definitely do that. How would you prefer to be contacted? Phone or email?

utterance: Well. Let me go ahead and give you both that way if I can't answer the phone they can email me.

utterance: Okay. That sounds good. What's a good phone number for you, Karen?

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

utterance: Perfect. And your email?

utterance: Hang on and let me get it. My granddaughter writes all this stuff down for me. I really don't know what I'd do without her .

utterance: Well I'm glad she's able to help you out.

utterance: Yes she really is a blessing. Do you have any grandkids?

utterance: No ma'am. I don't.

utterance: Well maybe one day!

utterance: Maybe so! Did you get your email?

utterance: Yes. It is karen dot graves dot twenty nine at gmail dot com.

utterance: Okay. And you spell your name k. a. r. i. n.?

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

utterance: Oh sorry about that!

utterance: That's okay. It's a common mistake.

utterance: Perfect. What time of day is usually the best time for an agent to reach out to you?

utterance: Oh well I guess sometime in the afternoon is fine.

utterance: Would about two o' clock tomorrow afternoon work for you?

utterance: Is that Central Time?

utterance: Yes ma'am.

utterance: Then yes that would be fine with me.

utterance: Perfect. I'll schedule it with the agent closest to your address to reach out to you.

utterance: Great. How long does it usually take to get everything all set up?

utterance: Well it just really depends on what all you're interested in getting. I would set aside maybe an hour at most to speak with them.

utterance: Oh okay. That's not so bad.

utterance: No ma'am not at all.

utterance: And they'll call the number I gave you?

utterance: Yes ma'am.

utterance: Okay great.

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

utterance: No I think that's all.

utterance: Perfect. There will be a brief survey after the call. Do you mind staying on the line to tell us how your experience was?

utterance: I can do that.

utterance: Perfect. It'll start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye.


speaker_role: Agent

utterance: Hello this is Danny Green calling from Rivertown Insurance. May I speak with Jared Brown, please?

speaker_role: Customer

utterance: This is Jared.

utterance: Hi Jared, we got a notification of an accident that you were in recently and we wanted to go ahead and start the claims process.

utterance: Okay.

utterance: Is now a good time?

utterance: Yes.

utterance: Great. So it looks like I have some information here about the incident but can you tell me what happened just to make sure nothing has changed?

utterance: Yes I was going through an intersection and a lady ran a redlight and hit me.

utterance: Great. Can you verify your customer ID for me?

utterance: Yeah it's three seven six two four seven eight two.

utterance: Thank you and your date of birth?

utterance: It's June second nineteen ninety.

utterance: Perfect. All of that matches what we have here.

utterance: Good.

utterance: What was the exact date of the accident?

utterance: It was July twenty third.

utterance: Do you remember around what time it was?

utterance: It was like eleven thirty.

utterance: In the morning?

utterance: Yes.

utterance: Okay and what is the year make and model of the vehicle you were driving?

utterance: It's a twenty eighteen Toyota Corolla.

utterance: And can you tell me where the accident occurred?

utterance: It was off of South Street in Pensacola Florida.

utterance: Awesome. That should be all I need to go ahead and file this claim for you and start communicating with the other party's insurance.

utterance: So what happens now? My car is pretty bad.

utterance: Great question. We will send an adjuster out to you to take a look at the damage.

utterance: Okay and when will that be?

utterance: It should be in a few days. We have two five one three seven eight four two two four as a good number for you. Is that still correct?

utterance: Yes.

utterance: Okay just keep an ear out because in the next day or so they're going to give you a call to schedule that adjustment.

utterance: Okay.

utterance: I have a claim number for you whenever you're ready.

utterance: Okay let me get some paper.

utterance: Take your time.

utterance: Okay I'm ready.

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

utterance: That's three two four six seven eight four two three two?

utterance: Yes.

utterance: Okay great.

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

utterance: When do you think I can get it fixed in the shop?

utterance: Once the adjuster takes a look and gets an estimate we should be able to issue a payment once you've paid your deductible.

utterance: How much is my deductible?

utterance: It looks like you were on the Preferred Auto plan which has a five hundred dollar collision deductible.

utterance: And that would have to be paid before you guys issue any money to fix it?

utterance: Yes that's correct.

utterance: Okay.

utterance: What else can I do for you?

utterance: That's all for now.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Hi, thank you for calling Rivertown Insurance. My name is Brad. How may I be of assistance?

utterance: Hi Brad, my name is Melissa. How's your day going?

utterance: I'm having a great day. Thanks for asking. How about you Melissa?

utterance: I'm having a pretty eventful day.

utterance: Sounds good. So how may I help you today Melisa?

utterance: I need to change my address. I recently moved from my previous residence so I'm gonna need my address updated to my current residence.

utterance: Okay Melissa. I'm gonna be requesting some information for you so I can verify your identity.

utterance: Oh okay.

utterance: Can you please provide your customer number?

utterance: Hold on just a sec. let me get it.

utterance: Sure, please take your time.

utterance: Here we go. It's five nine one

utterance: Five nine one

utterance: Three six four

utterance: Three six four

utterance: Three one.

utterance: Three one. So that's five nine one three six four three one?

utterance: perfect.

utterance: Please provide your first name and last name.

utterance: Melissa Krantz

utterance: Please provide your birth date.

utterance: okay. My date is the fourth of June, nineteen seventy four.

utterance: Please provide your previous address you wanna change.

utterance: okay so it's five seven one Philips Boulevard Connecticut.

utterance: and the zip code?

utterance: hold on a second I'm gonna have to check that.

utterance: Take your time.

utterance: Got it. It's seven five three one one.

utterance: Perfect. Now may I have your new address and zip code?

utterance: It's one five three one Queens drive Connecticut.

utterance: One five three one Queens drive Connecticut.

utterance: Perfect.

utterance: And the zip code?

utterance: Zip code seven nine eight one eight.

utterance: Seven nine eight one eight.

utterance: Oh sorry, my zipcode is actually seven nine eight one three. do pardon my bad eyes.

utterance: Seven nine eight one three. Gotcha

utterance: Okay done. Your address has been updated. Is there anything else I can help you with?

utterance: Yes I recently got a pet and I wanna know if my cute baby girl can be insured?

utterance: Of course, we've got policy coverage for pets.

utterance: Great! Can you forward a quote and all the information I'm gonna need to my mail. I'm running late on an appointment.

utterance: Will do that right away. The mail will be forwarded to the email address attached to your account.

utterance: Perfect.

utterance: That's Melissa Krantz five five at Gmail dot com.

utterance: Perfect.

utterance: Anything else I can help you with?

utterance: Mhm that'll be all for now.

utterance: Thank you for choosing Rivertown Insurance

utterance: Thank you Brad, you're such a helpful man.

utterance: It's a pleasure. Do enjoy the rest of your day.

utterance: I sure will Brad! Such a sweet man. Bye!

utterance: Bye Bye.


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

utterance: Yes my name is John and I've been a customer a while with you guys. I was wondering if I get any discounts from changing my bill from monthly to yearly?

utterance: Hi John. I can definitely help with that. May I have your last name and customer number please?

utterance: It's Brown and I have no idea what that number is.

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

utterance: Okay.

utterance: Can you verify your social and your date of birth please?

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

utterance: Okay.

utterance: And my date of birth is one twenty nine seventy two.

utterance: Perfect. Thank you for that information.

utterance: You're welcome.

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

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

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

utterance: Yeah it's Green g. r. e. e. n.

utterance: Perfect. So you were wondering if you get any price discounts for paying annually instead of monthly?

utterance: That's correct.

utterance: Okay let me see what I can find out for you. One moment please.

utterance: No problem.

utterance: It looks like you would save one hundred eight dollars annually because you wouldn't be paying the monthly processing fee.

utterance: Oh! That's a pretty nice savings.

utterance: Yes sir. A lot of our customers like paying that way for the savings and the ease of not having to pay every month.

utterance: Well let's do that.

utterance: Okay sir. To confirm we're going to be changing from monthly to annually is that correct?

utterance: Yes.

utterance: Okay your remaining balance of three hundred twenty two dollars will be due upon the change. Is that okay?

utterance: Yes that's fine.

utterance: Great! I've gone ahead and made that change for you.

utterance: Thank you.

utterance: Is your email still John Brown thirty four and hotmail dot com?

utterance: Yes it is.

utterance: Great. And how would you like to pay today? By check or card?

utterance: Hang on. Let me see if I have my card in my wallet.

utterance: No problem, sir. Take your time.

utterance: I actually don't have it with me. How else did you say I could pay?

utterance: You can also pay with your bank account.

utterance: Okay what do you need for that?

utterance: I'll need your routing number your account number and what type of account it is.

utterance: Let me see if that's in my bank app.

utterance: Okay sir. Let me know when you're ready.

utterance: Okay I've got it.

utterance: Perfect! What is the nine digit routing number for the account?

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

utterance: Thank you for that. And the account number and account type?

utterance: It's a checking account and the account number is one two three four five six seven eight nine.

utterance: Thank you, sir. Just to confirm we are making a one time charge of three hundred twenty two dollars to the account ending in seven eight nine.

utterance: That's correct.

utterance: Okay! I've updated your billing frequency and took the payment for your remaining balance.

utterance: Great! Can you tell me when I'll have to pay again?

utterance: Yes. Your policy is set to renew on January second and the bill will be due upon renewal.

utterance: Okay.

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

utterance: No that was it.

utterance: Great there will be a brief survey at the end of the call to rate your experience. Would you be interested in completing that?

utterance: Sure.

utterance: Perfect. Just stay on the line It'll come on right after I disconnect.

utterance: Okay.

utterance: Have a good day sir. Goodbye.

utterance: Bye.


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

utterance: Hey I would like to see if you guys have an agent near me. I've been interested in moving my policies to you guys but I need to know if there's someone close to me.

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

utterance: Great.

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

utterance: It's Kasey Sellers.

utterance: Thank you, Kasey.

utterance: You're welcome.

utterance: While you have me on the line, would you like me to go ahead and quote you for some of the policies so you don't have to go in person?

utterance: No I really prefer to do everything in person or with someone local.

utterance: I can understand. Keep in mind that we have online options as well.

utterance: That's fine. I just really want to find the nearest agent.

utterance: Not a problem at all.

utterance: Great.

utterance: What is your zip code so I can look that up for you?

utterance: It's three two five three five.

utterance: Perfect. Give me just a moment to enter that in and see who all is near.

utterance: Okay.

utterance: Alright it looks like we have a couple of different options for you.

utterance: Great.

utterance: We have Samantha Jones she is in our Myrtle Grove office in Pensacola.

utterance: Okay who else?

utterance: We have John Samson and it looks like he's in our Cantonment office.

utterance: Do you have anyone closer to the Pace area? I will be over there most of the week.

utterance: What is the zip code for that area?

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

utterance: Take your time.

utterance: Okay it's three two five seven one.

utterance: Alright let's see who is over ther

utterance: And preferably someone who is open after five.

utterance: Okay. I have Jason Brown in our Pace office.

utterance: Okay and how late are they open?

utterance: It says until seven. I would recommend allowing me to send them your contact information so they can reach out and set an appointment.

utterance: That's fine.

utterance: May I have a good contact number for you?

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

utterance: Great and is there a good time of day to call you?

utterance: Either in the early morning or the late afternoon.

utterance: Okay I'll make a note of that. Also what is your email?

utterance: It's kasey underscore sellers underscore realty at gmail dot com.

utterance: And that's c. a. s. e. y.?

utterance: No it's actually k. a. s. e. y.

utterance: Sorry about that.

utterance: Don't worry it happens all the time.

utterance: I'm sure.

utterance: It's a pain at coffee shops. .

utterance: I can understand that. So just to confirm I've got your information sent over to the Pace office and they will be reaching out to schedule a time for you to come in.

utterance: Perfect. Thank you.

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

utterance: No that's all.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is Margaret Johnson. My customer ID is one three two four five six seven eight, and I sent a check in last week and I haven't seen it get credited to my account.

utterance: I'd be happy to look into that for you Margaret.

utterance: Thank you.

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

utterance: It's July second nineteen fifty one.

utterance: Thank you for that. When did you mail out the check.

utterance: Oh I'm not sure. I know it was the day I wrote it out so let me get my book and see when that was.

utterance: Take your time.

utterance: I just get so forgetful these days it feels like I can't remember anything anymore.

utterance: I understand. I get that way sometimes too, especially with everything going on right now.

utterance: Oh I know. That definitely doesn't help.

utterance: Not at all.

utterance: Alright I sent it out on July twentieth so it has been over a week now.

utterance: I don't see anything posted to the account

utterance: Me either that's what was kind of concerning.

utterance: I definitely understand do you know what address you sent it to?

utterance: Yeah it was with that little piece of the bill that you tear off and send in.

utterance: Okay so it wasn't anything that you like hand wrote?

utterance: No I just attached it to your little envelope and sent it on its way.

utterance: Okay so what I think we should do is open a case with our billing department to see if they can do some research and see what happened.

utterance: Okay that sounds good.

utterance: Did it clear your bank account at all?

utterance: No not as of right now.

utterance: Okay so yes let's go ahead and start that claim to billing department.

utterance: Okay.

utterance: Is your email still Maggie underscore Johnson at hotmail dot com?

utterance: No we need to change that.

utterance: Okay what is your new email?

utterance: It's Margaret underscore Johnson dot two two at gmail dot com.

utterance: And that's m. a. r. g. a. r. e. t.?

utterance: Yes.

utterance: Perfect. I've got that updated for you.

utterance: Okay good.

utterance: I've gone ahead and opened the case with the billing department and gave them a description of what's going on

utterance: Okay.

utterance: and I have a claim number for you whenever you're ready.

utterance: I'm ready.

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

utterance: Got it.

utterance: I've gone ahead and sent a confirmation email to you as well.

utterance: Okay when will I hear back from them?

utterance: They usually respond within one to two business days.

utterance: That's not too bad.

utterance: Not at all. What else can I do for you today?

utterance: I think that's all today.

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

utterance: Sure.

utterance: Okay. Thank you. The survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too dear.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I need to cancel my plan with you guys. I was able to find a lower price somewhere else.

utterance: Well I'm sorry to hear that you're cancelling but I can definitely help with that.

utterance: Yeah it's nothing bad on your end just a lower price somewhere else.

utterance: I can definitely understand that. May I have your first and last name please?

utterance: It's Jacob Brown.

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

utterance: I sure don't.

utterance: That's okay we can find you in the system using other information.

utterance: Okay great.

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

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

utterance: Mm-hmm.

utterance: And date of birth is four seven ninteen seventy two.

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

utterance: Yes it's eight five zero three two two eight five four one.

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

utterance: Yes it's Ruffles.

utterance: Thank you.

utterance: You're welcome.

utterance: Okay so I've got you pulled up here. Which policy would you like to cancel?

utterance: the auto policy.

utterance: So you'd like to cancel your Preferred Auto plan?

utterance: Yes.

utterance: Alright and when would you like that to be effective?

utterance: The new insurance starts tomorrow so can it be then?

utterance: Yes. I will mark it as effective July twenty ninth.

utterance: Okay great. Will I get any kind of refund?

utterance: It looks like since there are about fourteen days left in your billing period you will get a prorated refund.

utterance: Awesome and will it just go back to my bank account?

utterance: Actually because it is a plan cancellation, a check will be mailed to the address we have on file.

utterance: Okay.

utterance: We have thirty seven forty Eighty Second Street, Pensacola, Florida three two five two three. Is that still correct?

utterance: Yes it is.

utterance: Perfect. Okay to confirm we are cancelling your Preferred Auto plan effective July twenty ninth and issuing a prorated refund to the address mentioned.

utterance: Yes. I confirm.

utterance: Alright we have that set up for you. Would you like an email confirmation?

utterance: Yes please.

utterance: Okay we have yankee fan thirty two at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Perfect. I've gone ahead and sent you the confirmation to your email.

utterance: Awesome. Thank you.

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

utterance: No I think that's it.

utterance: Well I hope you enjoy the rest of your day. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay, great. Just hang tight, the survey will start after I disconnect.

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is Jack Henry and I need to add someone to my health insurance plan.

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

utterance: Great.

utterance: Do you happen to have your customer ID handy?

utterance: Hang on and let me check my wallet.

utterance: Take your time.

utterance: Alright it don't look like I got it.

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

utterance: Okay.

utterance: What is your full social and date of birth?

utterance: My social?

utterance: Yes. Your social security number.

utterance: Oh okay that's four two two three eight one two three four.

utterance: Great and your date of birth?

utterance: It's January nineteenth nineteen eighty nine.

utterance: Thanks for that. Do you have the phone number associated with the account?

utterance: It's either gonna be two five one three two four eight nine nine eight or eight nine nine nine I think.

utterance: We have eight nine nine nine on file. Is that still accurate?

utterance: Yeah.

utterance: Alright and can you tell me your mother's maiden name?

utterance: That's Montrose.

utterance: Great. So we need to add someone to your health insurance plan today?

utterance: Yeah. I just got married.

utterance: Well congratulations.

utterance: Thank you very much.

utterance: You're welcome. So we want to add your wife?

utterance: Yes we do.

utterance: Okay perfect. Do you have your policy number?

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

utterance: Okay great and your wife's first and last name.

utterance: It's Veronica Henry.

utterance: Perfect. And her date of birth?

utterance: I don't have that.

utterance: Unfortunately sir, without that information we cannot add her to the plan. Are you able to text her or call her?

utterance: Yeah hang on and let me text her and see if she can tell me real quick.

utterance: Okay.

utterance: One second.

utterance: Take your time.

utterance: She' at work I can't get her to answer.

utterance: Okay. You have a couple of different options.

utterance: What are they?

utterance: You can get the birth date and call back or you can go online and add her through your online account.

utterance: Oh okay I'll do that. Where is it at online?

utterance: It should be in the top left hand corner under edit profile and add dependents.

utterance: Okay and what else will I need?

utterance: You will just need her name, date of birth, relationship to you, and any kind of health issues she may have.

utterance: Oh okay well she's healthy so no problem there.

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

utterance: No that's all.

utterance: Okay sir. You have a good day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Good morning, thank you for calling Rivertown Insurance. This is Roberto speaking. How may I assist today?

utterance: I need to report a claim.

utterance: Oh, I'm sorry to hear you've had some trouble.

utterance: Yeah.

utterance: May I get your name and birthdate so I can look up the account?

utterance: Hayley Mitchell. April twelth, two thousand.

utterance: Thank you miss Mitchell for that information. Would you please verify your policy number?

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

utterance: Thank you for that. Yes, I have your account pulled up here. Thank you for being a valued customer. It looks like you have both home and auto policies with us here-.

utterance: Yeah, I need to report a property accident.

utterance: Yes, I can help you with filing a claim. What kind of incident has occurred?

utterance: My basement flooded. It's just-it's just everywhere. Just a mess.

utterance: Okay, let me see here. When did the accident occur?

utterance: When? Like I came home an hour ago and my cat was meowing downstairs. Anyway, yeah, I went down, saw the water, turned off the main, and called. I don't even know where it's coming from. Oh my gosh. I am so upset.

utterance: I am so sorry to hear about the accident, miss Mitchell. Let's get this claim filed and your house cleaned up, okay?

utterance: Okay.

utterance: Alright, so you don't know where the leaking is coming from?

utterance: No. I don't-I don't even know how I'm going to shower now.

utterance: We will get someone sent out there as soon as the file's claimed, okay? I just need a few more pieces of information from you.

utterance: Okay.

utterance: Can you describe the damage that you see?

utterance: #Um, okay. So I need to go back down there? Okay. I'm on my way down. Okay. So, there's about a half inch of water, like everywhere. Like when I walk on the carpet it squishes.

utterance: Okay. So you definitely see floor damage?

utterance: Yes. I'm walking around-and-oh dang it. Does my insurance cover furniture damage? Like, oh my gosh, the leak, it had to be from my bathroom upstairs. It just is all over my couch.

utterance: As long as you included it in your property assessment prior to the accident, the furniture is covered.

utterance: Okay. Okay. I think I did have that. Oh, my gosh.

utterance: So you can see that it came from a certain point?

utterance: Yeah, I can see the bubble in the ceiling here. Definitely from the bathroom.

utterance: So your ceiling isn't open? It's destroyed the sheetrock?

utterance: Yeah, like I said. It's like, came from the ceiling. I'm-I'm just shook up.

utterance: I understand, ma'am. Let's get this claim filed so you can get-.

utterance: I need to go sit down. I'm dizzy. I think I'm having-having like a panic attack.

utterance: Oh! Yes, go sit down. Certainly. If you want you can finish the claim online.

utterance: No, I just need to-need to breathe for a second.

utterance: Of course, take your time. I'm so sorry. Is there anything I can do? I mean, is there someone else there that can help you finish the claim?

utterance: My wife will be home in a second. I texted her, but she's not here yet. What a mess.

utterance: I can hold on the line until you feel ready to-.

utterance: No, I'm okay. I just needed to breathe. Okay, now what do I need to do?

utterance: Okay, so we have damage down as floor, ceiling, furniture-in particular, a couch. Is that the extent of the damage?

utterance: Oh my heck. Let me check upstairs.

utterance: Oh, yes. Of course.

utterance: Yeah, okay. I'm here in the bathroom and the cabinet and floor are just-I think ruined.

utterance: Okay, yeah. I guess that's to be expected. I'm glad you at least found the source of the problem.

utterance: I just don't know why it leaked? We haven't had any problems-could it be hair? Could hair in the pipes cause it?

utterance: I really don't know, ma'am. We'll get someone out there as soon as possible to clean up that water and assess the damage.

utterance: Oh, I bet this is going to take forever.

utterance: Actually, you should be hearing from someone very soon. We like getting disaster cleanup out there in order to prevent further damage and to prevent things like mold, you know? You will be contacted at max in twenty four hours, but probably soon, I'd guess.

utterance: Oh, okay. Yeah. That's okay.

utterance: And it looks like you have our Home Complete policy, so everything should be covered under your current policy.

utterance: Oh my heck, I'm so happy we went with the Complete one. Oh, wow. I mean, our house is only five years old! I guess it's been really cold. Could, like a pipe freeze or something?

utterance: I really don't know. I mean, I guess it could, but you'd need a professional to come out and-.

utterance: Yeah, I know you can't know, I was just wondering if it happens. We're not from this area originally.

utterance: Well, certainly we do get claims from frozen pipes. Especially this time of year.

utterance: I hate this state. I hate it.

utterance: I'm so sorry about the water damage, ma'am. I'm generating a claim number now if you want to write it down and have it handy for future reference?

utterance: A what?

utterance: A claim number for the policy. It is the number you'll be referencing on any future interaction about the damage.

utterance: Oh, okay. Let me go grab something to write it down on. I'm just so-so shaky, you know? I guess I could use my phone?

utterance: Anyhow that works best for you, ma'am.

utterance: Uh, well, wait just a sec while I grab something to write with-.

utterance: Oh yeah, that's fine.

utterance: Okay. I'm back. What's the number?

utterance: The claim number is five-six-six-six-five-.

utterance: Okay.

utterance: Six-six-six-five-five.

utterance: Okay, so five-six-six-six-five-.

utterance: Uh-huh.

utterance: six-six-six-six five?

utterance: Those last two numbers are both five. Five-five.

utterance: So, five-six-six-six-five-six-six-six-five-five?

utterance: Yes, that's correct.

utterance: Oh, my heck. So many sixes. Unlucky day all in all, right?

utterance: Yes, but hopefully your luck will change soon. We will take care of you and your home.

utterance: Well, that's a relief.

utterance: Okay, now are you in the position that you could take a few pictures of the damage and upload them to your account?

utterance: #Uh, I guess? I mean, my phone isn't great, but I can take some pics.

utterance: Have you used our website before?

utterance: Yeah, yeah. I use it to pay my bill all the time.

utterance: Okay, well you'll just want to log into your account.

utterance: Uh-huh.

utterance: And you'll see the big blue box that says report a claim on the upper right side of the screen.

utterance: Okay, yeah.

utterance: When you click on that you'll see all of our notes from our conversation today and that claim number I gave you.

utterance: Mhm.

utterance: You'll see upload pictures next to the claim number.

utterance: Okay.

utterance: If you just hit that button you can add any pictures that show damage. This can save you some time in getting everything, settled.

utterance: Oh, okay.

utterance: You can also edit the notes to add any damage you may have not, noticed yet.

utterance: Wow. I could have done all of this online?

utterance: Yes, we have it set up that you can report claims completely online.

utterance: Good to know. I mean, thanks and everything. You've been really nice. So thanks.

utterance: Hey, I'm happy to help! Is there anything else I can help you with today?

utterance: #Um, I don't think so. I'll just go-go and take those pics.

utterance: Sounds good. And you should be hearing from a representative sometime very soon, within the next twenty four hours for sure.

utterance: Okay, yeah. Sounds good.

utterance: Thanks for calling Rivertown Insurance, hope you have a good, rest of your day.

utterance: Okay. Thanks. Bye.

utterance: Bye.


utterance: Good morning, Rivertown Insurance, this is Maggie.

utterance: Yeah, hello? I just need some info.

utterance: Yes, I can help you with any questions. How may I help you today?

utterance: #Uh, I was just calling-calling about insurance?

utterance: Yes, we offer several kinds of-.

utterance: Yeah, I just need it for my apartment.

utterance: I can help you with that! We offer two different renter's insurance policies-.

utterance: #Uh, I just want to know your cheapest one.

utterance: #Um, well, we have two policies. Renter's Basic and Renter's Preferred. Renter's Basic covers theft of personal belongings and is offered at the low cost of three hundred dollars per year.

utterance: Well, I don't know-I don't know if I'll be here a full year? I only got like six months on my contract. I might renew, but I don't know. It just depends, you know.

utterance: I completely understand! We do offer six-month periods for the equivalent cost, so it would be one hundred fifty for six months.

utterance: What if-what if I end up leaving early?

utterance: Unfortunately we would not be able to refund you for amount of time left on-left on the insurance.

utterance: The insurance?

utterance: I mean, apartment. The amount of time left on the apartment. Sorry.

utterance: Oh, yeah. I understand. Okay. #Um, so would this, like, protect against any kind of, water damage to my stuff?

utterance: Well, it would only protect belongings lost due to the unfortunate event of theft. For water and insect damage we offer Renter's Preferred.

utterance: Oh, man. Bugs? I didn't even think about bugs. I'm here for school-do they, do they get a lot of bugs here?

utterance: #Um, I can't tell you whether your aparment will have bugs. But I can tell you that I have had claims for bug damage before.

utterance: From this state?

utterance: #Uh, yes. We only offer insurance here in Utah.

utterance: Oh, man. Okay. I hate bugs. #Um, so what is-what is the price difference between the cheap one and the other bug one?

utterance: Our Renter's Preferred policy costs three hundred a year.

utterance: Wait, I thought that was the basic one?

utterance: Oh! I guess I-I guess I messed up. . Sorry about that. Renter's Basic is two hundred, so one hundred for six months, and Renter's Preferred is three hundred, so that's the one fifty we talked about. Sorry again for the mix-up.

utterance: Oh, great! No problem! I was already sold on the-on the one fifty thing so I guess we should just go with the bug one.

utterance: It also covers if like, your pipes bust and damage your property.

utterance: Oh yeah. That'd be good because I've got people over me, and I don't know, you know?

utterance: Absolutely! Better to be prepared, right?

utterance: Yeah. So, how soon can I set this up?

utterance: We can set up an account for you over the phone right now if you'd like. I'd just need a few pieces of information for you.

utterance: Yeah, I can do it now.

utterance: Great! First of all, can I get your name?

utterance: Yeah, the name is Alex Freeley. That's f-r-e-e-l-e-y.

utterance: Thanks for the information, Alex. Can I get your date of birth, social security number and preferred phone number, please?

utterance: Oh, okay. I guess you'd need-all that, right? Okay. My birthday is January nineteenth, two thousand two. And what else did you need? My phone?

utterance: #Uh, yes. Actually, can we do social security number first?

utterance: Yeah, yeah, that's fine. It's five-five-five-two--two-five-two-five-two.

utterance: Great. Thanks for that.

utterance: No problem. And now phone?

utterance: #Uh, yes.

utterance: Okay, it's four-three-five-.

utterance: Okay.

utterance: Five-two-nine-.

utterance: Uh-huh.

utterance: Four-two-three-three.

utterance: Great! And now, one moment while this screen loads, sorry.

utterance: Yeah, I get it.

utterance: Okay. So, do you have the address of the apartment?

utterance: Oh, yeah. Let me look. Don't have it memorized yet, you know?

utterance: Yeah, totally.

utterance: Okay. Let's see, it's one-two-three Boulder Street. Like a rock. And that's in South Jordan, Utah.

utterance: Zip code?

utterance: Eight-four-zero-zero-nine.

utterance: Nine?

utterance: Yeah, nine. And the apartment number is, five B.

utterance: Okay, let me go back. Alright, so five B as in boy?

utterance: Yeah. Or bacon. Sorry, hungry.

utterance: No problem. Okay, great! Now we just have to set up a security question for when you want to access your account.

utterance: Okay.

utterance: Do you want, the name of your first childhood pet?

utterance: Nah, didn't have any, animals growing up. Allergies.

utterance: Oh, yeah. Okay. How about, Mother's maiden name?

utterance: #Uh, I heard that is kind of common?

utterance: #Er, yeah. Let's see here. Favorite super hero?

utterance: Oh yeah, let's do that. It's The Tick.

utterance: The Tick? Like a bug? I've never heard of that one. .

utterance: Yeah , I guess I do like some bugs, right? .

utterance: Okay, got it. The Tick.

utterance: Yeah.

utterance: Okay! Great, it's generating your policy number right now. We'll be sending you more complete information about your policy by mail-.

utterance: Uh, can I get it by email? I'm better keeping track of stuff that way.

utterance: Oh sure! We can do that. Do you want your bill sent by email as well? We offer auto-pay.

utterance: #Um, on second thought. Maybe I should-I should just do mail? I don't know.

utterance: It would be good to have your email on the account and then you could always call in and change to email notifications and online billing, if you want?

utterance: Yeah, let's do that.

utterance: Great. What's a good email for you?

utterance: Uh, it's a-l-e-x-s-k-a-t-e-c-a-t at one two three dot com.

utterance: So, alexskatecat at one two three dot com?

utterance: Yeah, that's the one.

utterance: Great! Okay. I think-I think we have it all set up, Alex. You will be receiving some forms within three to five business days which will ask you to make a record of all the items you would like insured under the policy. It will ask you include pictures and will include information on how to upload that information online. Does that work for you?

utterance: Oh yeah, that works. I don't have a lot of stuff, I just, you know. Worry about my drums mostly. And like, my computer?

utterance: Yeah, I totally understand. And as far as billing, do you want to make your first payment now?

utterance: So, uh, how would that work?

utterance: You can either pay a lump sum of one hundred fifty-.

utterance: Uh-huh.

utterance: Or break it up into monthly payments of twenty five dollars.

utterance: Oh, definitely the second one. That monthly one. That would be great.

utterance: Okay, I am noting here you requested the monthly mailed statements.

utterance: Yeah.

utterance: I have your policy number if you'd like to write it down? You'll need it anytime you login or call in. It makes verification much faster.

utterance: Oh, okay. I'm ready. Go ahead.

utterance: It's nine-nine-nine-four-.

utterance: Nine-nine-nine-four-.

utterance: Two-four-nine-nine-.

utterance: Two-four-nine-nine-.

utterance: And that's it! You will also receive an email confirmation of your account with the policy number. Is there anything else I can do for you?

utterance: Nah, I think that's it. #Um, thanks.

utterance: Thanks for calling Rivertown Insurance, Alex. Have a wonderful day!

utterance: Oh, yeah. Okay. You too.


utterance: Hi, I needed to change my address. I'm-I'm moving.

utterance: No problem at all! I can assist you with that.

utterance: Hey, thanks. What do you need, like, -.

utterance: I'll just need to get a few pieces of information from you.

utterance: Okay.

utterance: Could you tell me your full name and birthdate, please?

utterance: Yeah, my name is Mike Newsome and my birthday is August nine, ninety-ninety nine.

utterance: Hey! We're born the same year!

utterance: Awesome- last of the decade is best of the decade, right?

utterance: Definately.

utterance: Cool.

utterance: Thanks for the information. Now, if you could just verify your policy number?

utterance: Yeah, no problem. My policy number is one-two-four-four-eight-six-nine-two.

utterance: Let me see if I got that right-.

utterance: Yeah, no problem. I know I talk fast.

utterance: It's one-two-four-four-eight-six-nine two?

utterance: Bingo!

utterance: Okay! Thanks for having your information on hand, sometimes we kind of catch people off guard.

utterance: Yeah, I actually called earlier and didn't have my number. They wanted, like, my social and all this other stuff. I feel weird just giving that out, you know?

utterance: Definitely. It's much easier for everyone just to have the policy number.

utterance: Yeah, be prepared like a boyscout.

utterance: Even though I've never been the boyscout type .

utterance: No badges for you! .

utterance: Okay, so no that we're in your account I can help you make any changes.

utterance: Cool. I'm just moving and need to update my address.

utterance: Oh, yeah, let's get that changed for you. I see you had the five-four-five Maplewood Drive apartment C address on file with us?

utterance: #Uh, yeah. I actually moved to the same complex, just different apartment. No more studio for me!

utterance: Upgrade! That's great.

utterance: Yeah, I need more space for my books and my cats. That'd be funnier if it wasn't true.

utterance: I think that's awesome. I need space for my books and future cats. .

utterance: Well, you might want to check out Maplewood Apartments. I've looked around and they're really the best for allowing pets without crazy extra fees? Like I was at this other apartment complex a few years back, my first place, in Springville? They wanted two-hundred down for one cat. Two-hundred! I mean, I can see that for a dog, but my cat is cleaner than most humans.

utterance: That is actually really good information to know. I might be moving soon and am looking myself. Pet friendly is awesome.

utterance: Yeah, if you go, my friend is the complex manager? His name is Greg Newby? Just tell him I sent you and he might be able to hook you up with some sort of deal.

utterance: Oh, wow.

utterance: Yeah, like I'm not making any promises, but I'll mention you might be by. What was your name again?

utterance: #Uh, it's Jess.

utterance: Cool. Yeah. I'll just send him a text.

utterance: Well, thanks for the tip! I mean, I'm not moving like this second-.

utterance: Oh, yeah. Totally.

utterance: But I think I might take a look. So, back to work, right? .

utterance: Yeah, I hope you don't get in trouble for just, like, talking.

utterance: Oh, no. They're really cool here. It's good for customer relations to get to know eachother, right?

utterance: I think so . #Um, just out of curiosity, are you guys hiring right now?

utterance: Are you kidding? We are like, always hiring. Just go to Rivertowninsurance dot com and click on job openings. If it asks for a referral put Jess Hardstreet.

utterance: Jess Hardstreet. Nice. Got it. I have some call center experience, and I really don't mind the work. I mean, I love people.

utterance: Yeah, you're really personable.

utterance: Well, now I'm blushing .

utterance: No, but really, you should apply.

utterance: Cool.

utterance: But, like I said, back to work-.

utterance: Yes, back to the task at hand.

utterance: So your address is the same, just different address numbers?

utterance: Yeah, so it's going to be five-four-five Maplewood Drive, but now it's apartment A.

utterance: Okay, great. And the city, West Valley, and zip code, eight-four-one-one-eight all stay the same, right?

utterance: Yeah, that's correct. It's been a pretty easy move to tell you honestly.

utterance: That's the best kind. So, while I have you on the line, have you ever considered renter's insurance?

utterance: Oh, the upsell .

utterance: No, seriously. We offer really good rates. I mean, I have a policy just because I worry about my neighbors flooding my place.

utterance: No, that's a real worry. One of the reasons I moved to a top unit. I hate the thought of someone leaving like, their bathtub running or something.

utterance: Yeah, I just think it's worth the three-hundred dollars a year alone to insure my music equipmen.

utterance: It's only three hundred dollars a year?

utterance: Yeah, and that's for our Renter's Preferred plan. That protects against water damage, theft, and insect damage.

utterance: Seriously?

utterance: Yeah! And our Renter's Basic plan is only two-hundred. It only protects against theft, but still.

utterance: No, seriously that's a really good deal. I'll have to see what I pay now. My, mom set it up?

utterance: Oh yeah, yeah. Love when parents help with the insurance .

utterance: No kidding. Everything is so expensive. I sound like my dad .

utterance: Well, would you be interested if I sent some information about our plans to your, email to look at? When you have time, of course.

utterance: Yeah, that would actually be great.

utterance: Awesome. It looks like the email we have on file for you is mittenpaws at one two three dot com?

utterance: That's me! Cat dude all the way .

utterance: Love it. Okay, great. You'll see that info pop up sometime in the next ten minutes or so.

utterance: Hey, thanks. #Um, are there any other stellar insurance deals that I'm missing .

utterance: Now you're making me blush ! Actually, I mean, we do offer pet insurance, if you're at all interested.

utterance: Pet insurance? Are you kidding me? I didn't know it really existed.

utterance: Yes! There are two different plans-.

utterance: Oh, hey. I honestly would love to hear about the pet insurance, but my buddies will be here in just a sec to help me move my couch.

utterance: I'm so sorry for rambling on!

utterance: No, no! I asked you for insurance deals! I honestly would love to hear more. Do you have like, a, direct number where I could call?

utterance: Sadly, no. It's all random when you call in. But everyone here is super nice. They'd all be able to answer your questions.

utterance: Oh. Okay. Cool.

utterance: And I could also send you the pet insurance details with the info about renter's insurance?

utterance: Yeah, yeah. Let's do that. That would work great.

utterance: Okay! Just to recap, we changed your address-.

utterance: And I will be sending information about renter's and pet insurance to your email, mittenpaws at one two three dot com. Sounds good?

utterance: Sounds kosher! Thanks so much for your help, Jess.

utterance: No, thank you! Good luck on your move. Hope your kitties like the new space.

utterance: Oh, yeah. They'll be in paradise. Two windows to look out of! .

utterance: Cat heaven!

utterance: No doubt. And don't be shy about contacting my buddy at Maplewood. Greg.

utterance: Yeah, I've got it actually written down. So who knows! Maybe I'll see you around.

utterance: Yeah. That'd be great.


utterance: Good morning, and thanks for calling Rivertown. This is Cheryl.

utterance: Morning, I just needed to request proof uf, what is it called? Proof of policy?

utterance: Proof of Insurance?

utterance: Yes! That's it! .

utterance: Sure, no problem.

utterance: Thank you.

utterance: Let's just get your account pulled up here. Can you give me your full name and birthdate, please?

utterance: The name's Bob Mitchell. Birthdate March seventeenth, nineteen sixty-five.

utterance: Great. Thanks for verifying that.

utterance: Oh, sure.

utterance: And, mister Mitchell, do you happen to have your policy number handy?

utterance: Well, I can't say that I do. My wife has the car, and I think the insurance cards are in the glove box.

utterance: Okay. That's okay. We can verify other ways. But you don't have a card in your wallet?

utterance: No, I know I should, but I don't. Keep them in the glove box.

utterance: No, no problem at all. I'll just need to verify your information by, let's see here-I'll need your social security number, phone number and answer to the security question you have-you have on file with us.

utterance: Oh, wow. You'll need all that? Is there any other way to verify?

utterance: #Um, if you waited til you wife came home, you could-you could call back or-.

utterance: Or?

utterance: Or you could make the change on our website? It's super easy.

utterance: Yes. That sounds like a good idea. How about we do that.

utterance: Great! Do you have an account set up with us already?

utterance: No, I don't think so.

utterance: Oh. Unfortunately, we would have to send you a link to verify your account, and we can't do that unless-.

utterance: You can verify my account now?

utterance: Exactly.

utterance: Okay, let me just give you that other stuff. Let's get this over with.

utterance: I'm sorry, sir, it's just company policy for security verification-.

utterance: Oh, no. I don't blame you. I should have had my-my policy information here in front of me. No, I don't blame you.

utterance: Well, thank you, sir.

utterance: Okay, so what did you need? I remember social?

utterance: Yes, please. You're social security number. When you're ready.

utterance: Five-five-five, six-seven, three-four-eight-four.

utterance: Thank you for verifying. And phone?

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

utterance: seven-four, six-seven-two eight.

utterance: That-.

utterance: I mean, six-seven-eight-two. Sorry. Got the last two numbers mixed.

utterance: Oh! No problem at all! Thank you, mister Mitchell. And now for the security question.

utterance: Okay. I don't even remember setting this one up, so wish me luck .

utterance: What was the name of your first pet?

utterance: Oh! That's easy! Floyd! It was a ferret named Floyd. After the band of course .

utterance: Great name! I love ferrets!

utterance: Yeah, a little stinky, but just love muffins.

utterance: I agree.

utterance: Had my little guy clear to college. Had to keep him at my mom's because, you know-no pets. But some weekends I'd sneak him in to party .

utterance: Sounds like a wild time! .

utterance: Yeah, just me, my ferret, and Political Science. .

utterance: So, I'm here in your account. Thanks for verifying by the way, mister Mitchell.

utterance: Oh, sure. Yes. No problem. How easy is it to request proof of policy?

utterance: Proof of insurance can be sent by email, regular mail, or carrier pigeon-.

utterance: Fancy!

utterance: Yeah, no carrier pigeon.

utterance: Let's do-let's do mail. I think my printer's down, and I need to have a physical copy.

utterance: Great! Would you mind verifying the address we have on file for you?

utterance: No problem It's four-three-two Coppertown Way. That's Murray, Utah. Eight-four-one-two-one.

utterance: Thanks so much for verifying. You should be receiving that proof of insurance in three to five days reflecting your Preferred Auto coverage.

utterance: Great.

utterance: Is there anything else with which I may assist?

utterance: Oh, yes. That email for the-.

utterance: Oh, right! To do things online!

utterance: Next time I'll be prepared .

utterance: Yeah, no problem. Let's see here. So I'm going to send a link to the email we have on file-the, Bobkins at one two three dot com?

utterance: Yep, that's the one.

utterance: So you're going to see the link here in about, I don't know, fifteen minutes?

utterance: Okay?

utterance: And all you'll need to do is click on the link and it will, walk you through account creation.

utterance: Sounds good.

utterance: The only thing is-.

utterance: Uh-oh. Dragons?

utterance: No, no dragons this time.

utterance: That's a relief.

utterance: Now what was I saying?

utterance: Sorry about that-got you off the rails.

utterance: No, not at all. What were we talking about-.

utterance: The email?

utterance: Oh, that's right! The only thing is, is that you'll need to click on that link within the next-the next twenty-four hours. Or it will expire and you'll have to call back and get it send all over again.

utterance: Oh, alright. That should be no problem. I'm not really up to much, so I can just wait for the link here and get it all finished up.

utterance: Sounds good!

utterance: Great. Thanks for your help.

utterance: No problem at all! Is there anything else I can do for you?

utterance: Nothing I can think of.

utterance: Great. So just to recap, we sent out your proof of insurance for your Preferred Auto coverage. You'll be receiving that within the next three to five days-.

utterance: Oh, wait. I'm going to need that sooner, actually.

utterance: Oh!

utterance: Yeah, I didn't realize. Okay. Is there any way I can get it by Friday? That's two business days?

utterance: Like I said we can email-.

utterance: Yeah, yeah. Let's email. Worst thing is that I'll have to get a new printer, but I've been putting that off anyway.

utterance: Okay. Sounds good. You'll still receive the mailed proof of insurance since we already requested a copy.

utterance: Sounds good.

utterance: We also-we also have proof of insurance online? I don't know how handy you are about your phone, but-.

utterance: Oh! I could just show my proof of insurance if I log into my account?

utterance: Yes. Digital insurance cards, proof of insurance, all that stuff is offered on the website.

utterance: Oh, yeah. Let's just do that.

utterance: Sorry! Should have mentioned that first.

utterance: Oh, no. This works out perfectly.

utterance: Glad to hear. Okay. So keep your eye out for that link-.

utterance: Like a hawk! .

utterance: And thanks so much for calling Rivertown. Have a great day!

utterance: Thanks! You too.


utterance: Good morning, thank you for calling Rivertown Insurance. This is Abdul, how may I help you?

utterance: #Uh, hello? I just wanted to find out how to find an agent close to me.

utterance: Yes, I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: What?

utterance: May I have your name, please.

utterance: #Uh, this is Jackie. Jackie Strong. That's s as in salmon, t as in telephone, r as in-.

utterance: Yes, s-t-r-o-n-g, is that correct?

utterance: Yes, that's right. Sometimes it's hard to understand each other.

utterance: May I have your birthday, miss Strong?

utterance: #Um, it's missus Strong.

utterance: I'm sorry, missus Strong. May I have your birthdate?

utterance: #Uh, is that how you look up the account?

utterance: Yes, ma'am. We will need your birthdate and customer policy number.

utterance: My what now?

utterance: Your number associated with your policy. We need this information for verification purposes.

utterance: Oh. I don't have my policy number. I do everything autopay so, you know, I don't get a paper bill with that stuff on it.

utterance: We can also look up the information with birthdate, telephone number, social security number and security question.

utterance: Oh, I can give you my phone number.

utterance: Yes, missus Strong. That will help, but I will need all those peices of information to verify the account you don't have the policy number.

utterance: What? That's a lot of info . I mean, no offense, but I'm not giving out that kind of information.

utterance: Well, I can try to just give you the names of agents close to your location if you give me your address. However, without looking at your account I won't be able to customize your experience-.

utterance: Just do that. Just give me names.

utterance: Okay, missus Strong. One moment please while I pull up agent resources.

utterance: Thank you.

utterance: Okay. Are you there, ma'am?

utterance: Yes. I'm still here.

utterance: May I have your address, please?

utterance: How about my zip code and city? Isn't that enough? I mean I don't wanna be giving out my personal information just over the phone, you know.

utterance: I understand, missus Strong. Yes, zip code would be helpful.

utterance: Okay. eight four one one eight.

utterance: Thank you for that information. One moment while I search for agents in your area.

utterance: Yep.

utterance: Are you a home, auto, life insurance or pet insurance holder with us, missus Strong?

utterance: Well, we do the home and auto. Don't know about the life insurance. Can you check to see about that?

utterance: Of course, missus Strong. In order for me to view your account I will need-.

utterance: Oh yeah, you'd need all that other information, huh? Well, I. I don't know. I just don't want to be, giving that information over the phone, you know?

utterance: I understand, missus Strong. We have these verification processes in place to protect your account.

utterance: Oh, yeah, I know. But, you can just trust everyone with your social security number, you know? What if someone's listening?

utterance: I understand, missus Strong. If you are more comfortable to logging into your account online and writing down your policy number, you could always-.

utterance: Oh yeah, I could do that now! Are you okay to wait? It will just be a sec.

utterance: Sure, I can hold.

utterance: Okay. Just a sec.

utterance: Okay. I'm logging in now.

utterance: That's great. Just let me know when you're ready, missus Strong.

utterance: Okay. Putting in the password now.

utterance: Uh huh.

utterance: Guess I got it wrong . Let's try that again.

utterance: Okay. It's loading.

utterance: That's great news, missus Strong.

utterance: Are you there?

utterance: Yes, I'm here. Do you have the number?

utterance: Where do I find the number? I see my name and my policies...looks like home and auto bundle. I have home and auto bundle. I don't have life insurance. Huh. I thought maybe, but maybe it's through Doug's work? I don't know.

utterance: We could always give you options of seeing if life insurance could be bundled on your-.

utterance: No, Doug's got it. My husband's already got it. #Uh, we don't need any of that.

utterance: That's fine, missus Strong. Do you have your policy number.

utterance: Yes, I see it right-right here. It's...let me get on my glasses. Are you there?

utterance: Yes, I'm ready.

utterance: It's one one one three--.

utterance: Uh huh.

utterance: four five, no make that five four four eight.

utterance: Great! Thank you for verifying your account. We can personalize your agent preference now. Do you have any preference in location? We have an agent in West Valley--.

utterance: No, that's too far. I want someone really close. Sometimes I have to bus it 'cause we only got the one car.

utterance: You want to be able to go see your agent? Just so you know, missus Strong, our agents are most likely to communicate with you by phone or come to you. We are still using a mask policy for your protection as well.

utterance: Masks? Oh, no. I don't do masks. Can't breath, you know? Tell them I'm not wearing a mask.

utterance: #Um, it's unlikely you'll be meeting with-.

utterance: It's my choice to wear a mask.

utterance: I understand, missus Strong. I was just saying that it's-it's unlikely you'll be meeting with your agent in person.

utterance: Well, who is it?

utterance: The agent? Let's see here. Looks like Elizabeth Wallen in West Valley is the closest-.

utterance: And she'll call me?

utterance: Yes, she will communicate with you by phone, email or can set up a Zoom chat-.

utterance: Oh, no. I'm not doing the Zoom.

utterance: There are multiple ways in which Elizabeth can contact you and answer any questions you might have.

utterance: Yeah, I just want to know who my agent is so I can put the number in the phone.

utterance: Would you like Elizabeth to be your agent? We also have Jose Martinez-.

utterance: No, I want that Elizabeth. Get me Elizabeth.

utterance: Great. I've made note that Elizabeth is your preferred agent. You should receive a confirmation shortly providing the complete contact information for Elizabeth. I can also give you that information now, if that works for you, missus Strong.

utterance: No, I don't need it now. I just want to put it in my phone in case of emergency. You've got to be ready for emergency.

utterance: Yes, ma'am. It's always good to-.

utterance: What about my pet insurance?

utterance: Well, you have not yet selected to have pet insurance, but we could easily sign you up for it if you're interested. In fact, I believe, let me look here. Yes, it looks like by bundling the pet insurance with your home and auto you can save an additional fifteen dollars per six month period.

utterance: Hm. Well, what does it cover? The pet insurance?

utterance: We have several plans available. Let me take a look here, we don't usually I'm not very familiar, but I can look up-.

utterance: Yeah, look up to see if it covers horses.

utterance: #Um, missus Strong, it looks like the insurance does not cover any farm type animals.

utterance: Oh, I see. Well then, nevermind. My dog's nine and she's just one cloud away from heaven.

utterance: I am sorry to hear that, missus Strong. But maybe it would still be useful to pursue insurance, especially as the pet is in her senior years-.

utterance: Nah, she's had a good life. Farm dog, you know. Anyway, okay. I'll go get that email and put the number in my phone.

utterance: Okay, sounds like a plan. Please feel free to call back if you have any questions.

utterance: Oh, I'm going to call that Elizabeth.

utterance: Yes, she will be your agent. I just meant if you had any future questions about pet insurance or life insurance or--.

utterance: I don't need no pet or life insurance. Doug's got the life insurance.

utterance: That's right. Okay, then. Thanks for calling, missus Strong. You have a good day.

utterance: You too.


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

utterance: Good afternoon Kate, my name is Chris.

utterance: Good afternoon Chris. How may I help you?

utterance: I recently got a new vehicle and I wanna make enquiries on how to get insured.

utterance: Okay so you would like to get an auto quote?

utterance: Yeah I would love that but also I- I would appreciate if you could walk me through my options before I make my decision. Then go ahead and add my wife to my policy.

utterance: Gotcha. Rivertown Insurance has got three auto policies you can choose from.

utterance: Okay.

utterance: We got the basic auto, preferred auto and complete auto policies.

utterance: Right.

utterance: The basic auto policy is one of the most affordable type of auto insurance you can buy. unlike the complete auto policy, this provides little coverage such as collision insurance and medical payment coverage regardless of who is at fault.

utterance: hmm what about whoever is in the car with me in the case of an accident?

utterance: the medical payment coverage does cover passengers in the car however this policy does not cover the other driver in an accident.

utterance: Oh I see. How much for the basic auto policy?

utterance: The basic auto insurance goes for a thousand dollars annually.

utterance: Mhm

utterance: Next we got the preferred auto policy. This provides more coverage than th- the basic auto policy. With the preferred auto you got an added uninsured motorist coverage. The uninsured motorist coverage will pay for the other driver involved in an accident if they happen to be uninsured.

utterance: Sounds great.

utterance: Yeah however you still get to choose the limit when it comes to the uninsured motorist coverage.

utterance: Hmm got it.

utterance: The preferred auto policy also got a lifetime repair guarantee and we'll help you find an approved direct repair facility in the case of an accident.

utterance: Great. How much does this policy cost?

utterance: The preferred auto policy goes for fifteen hundred annually.

utterance: Sounds a lot better than the basic auto.

utterance: Yeah it sure does.

utterance: And the complete auto?

utterance: Right. The complete auto covers the most where you get an additional comprehensive insurance coverage to the preferred auto policy.

utterance: you mind breaking down what the comprehensive covers?

utterance: The comprehensive insurance coverage pays for damages to your vehicle from incidents other than a collision.

utterance: how so?

utterance: say for instance, there was a fire

utterance: cool!

utterance: or a hailstorm, theft, an impact with an animal or vandalism.

utterance: sounds amazing! Sign me up right away for the complete auto.

utterance: just a minute.

utterance: take your time. I really like the sound of the complete auto.

utterance: the complete auto goes for two thousand dollars annually.

utterance: worth it!

utterance: Could you please provide your full name and date of birth?

utterance: Full name's Chris Chandler.

utterance: Chandler as in c. h. a. n. d. l. e. r.?

utterance: Yeah.

utterance: and the date of birth?

utterance: That's tenth of August, nineteen eighty one.

utterance: August ten, nineteen eight one correct?

utterance: Correct.

utterance: Next I'm gonna need you to provide us with your state.

utterance: Michigan

utterance: Michigan. Got it. I'm gonna need you to provide your auto make, model, year and mileage.

utterance: Hold on a second, let me get that information.

utterance: Okay.

utterance: So it's a Bentley GT Continental twenty nineteen.

utterance: Bentley GT Continental got it.

utterance: Twenty nineteen right?

utterance: Yeah twenty nineteen.

utterance: And the mileage?

utterance: I'm gonna have to walk out to my car to get an accurate reading. Hold on just a sec.

utterance: Take your time.

utterance: Alright got it. It's eight hundred and twenty one miles per gallon.

utterance: Eight hundred and twenty one MPG. Gotcha.

utterance: Hold on a second please provide us with your e-mail address. I'm gonna be forwarding a quote so you can go ahead and make payment. As soon as that is done we can discuss adding your spouse to your policy.

utterance: Right. My email is Chris Chandler at icloud dot com.

utterance: Chris Chandler at icloud dot com. Done. Your quote as been forwarded.

utterance: Thank you so much, I'll look into it as soon as possible. My wife and I will call around noon tomorrow so we can go ahead and add her to my policy.

utterance: Perfect. I'll be looking forward to hearing from you Chris. Is there anything else I can help you with?

utterance: No, that'll be all for now.

utterance: Thank you so much for choosing Rivertown Insurance.

utterance: You're welcome.

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

utterance: Okay I'll do that.

utterance: Have a nice day.

utterance: Thanks, you too. Bye.

utterance: Bye Bye.


utterance: Thanks for calling Rivertown Insurance, this is Mike. How can I help?

utterance: #Uh, hello?

utterance: Rivertown Insurance. Mike speaking. How may I help you today?

utterance: Yes. We have a problem.

utterance: Oh? What can I-.

utterance: We just received a text saying, we're late? We're late paying our bill?

utterance: I can help you look up the account sir, and resolve the problem.

utterance: It's your problem, not our problem. We paid our bill.

utterance: I understand, sir. And I wanna help? So, if I can just get a look at your account-.

utterance: Roger Patterson.

utterance: Okay, mister Patterson. Let me just get your account pulled up here.

utterance: I need to get back to work, so please let's resolve this quickly.

utterance: Of course, sir. May I get your date of birth and policy number, please?

utterance: You can't pull it up by name?

utterance: No, sir. We have security precautions to protect your account?

utterance: So no one pays my bill? Ridiculous.

utterance: No sir, so that, your sensitive information about the policies your hold-.

utterance: Birthdate is October fifth. Nineteen seventy.

utterance: Thank you, sir.

utterance: Policy number is five-four-five-five, two-six-three-two.

utterance: I'm sorry, mister Patterson, but-.

utterance: But what?

utterance: That number doesn't match what we have on file? Could you repeat it again?

utterance: Five-four-five-five-two-three-six-two.

utterance: There we go, I think we had a few numbers mixed up-.

utterance: You didn't hear right? Are you in now?

utterance: Yes, mister Patterson. Your account is loading right now. First of all, thank you for being a valued customer with Riverton for that past ten years-.

utterance: Well, let's see if we continue, right?

utterance: We will get this resolved, I assure you sir.

utterance: The text says your payment of two-thousand dollars is overdue. Please contact Rivertown Insurance at eight-zero-one-five-six-three-three-three-three-four at your earliest convenience.

utterance: Okay, I'm looking for your billing preferences here, sir.

utterance: We made a payment two days ago! It should not be late.

utterance: It says here, sir, that your due date was, yesterday.

utterance: Yes! And I sent the bill TWO days ago! Your office is literally five miles from my home. The bill should have reached you by now.

utterance: Well, the mail, it sometimes takes, like three to five days even if you're close?

utterance: We haven't had a problem before.

utterance: #Um, I could check with our processing team to see if the statement has been received?

utterance: You do that.

utterance: #Uh, okay. Please hold momentarily while I contact Christen at processing.

utterance: Mhm.

utterance: mister Patterson?

utterance: Yes.

utterance: I spoke to Christen, and she said it takes a minumum of three days for any mail within the vicinity to reach our, hands?

utterance: Ridiculous.

utterance: But we do have a three day grace period for our customers so the payment doesn't reflect as late?

utterance: Mhm. So my payment won't be late?

utterance: No, sir. If you sent it two days ago-.

utterance: I DID send it two days ago.

utterance: #Um, since you sent the bill two days ago, it will probably arrive, like, today and, should fall under that three day grace period.

utterance: How do I check?

utterance: You can either call in or-.

utterance: Is there a way I can check online?

utterance: Yes, you can also utilize our website to check the status of your payment. Have you used our website before?

utterance: #Uh, no. Do I just put in my information?

utterance: I can send a link to your email in order to set up the account.

utterance: Email is PattersonRoger at one two three dot com.

utterance: Thank you for the email, sir. You should see an invite to create the account. It will, be in your inbox.

utterance: My what?

utterance: Your email inbox. Within the next fifteen minutes. You'll have to create the account with the provided link within the next twenty-four hours or the link will expire.

utterance: Okay. And for future reference, can I always check the website to see the status of my payment?

utterance: Yes. You can actually do almost anything you do when you call. Like make a payment, set up auto-pay, make some changes to your account-.

utterance: I can set up auto-pay?

utterance: Yes. We can even set up auto-pay today, if that works for you.

utterance: No, it doesn't. I have to work here in a moment. I just want to know how it works.

utterance: Oh, yes. Of course. You just provide a credit card or banking account number that you'd want the payment to be withdrawn from. It's pretty easy to set it all up online.

utterance: Uh-huh.

utterance: You can choose from monthly, bi-annual or annual payments.

utterance: Do you get a discount for online payment?

utterance: No, but-.

utterance: Is it safe?

utterance: Our website is carefully monitored and protected by Apex, a leading internet security company?

utterance: My neighbor works for Apex. Will he have access to my information?

utterance: No, sir. It doesn't, work like that.

utterance: Okay. And if I do select autopay-.

utterance: Uh-huh?

utterance: Will my payments always send me a receipt of the transaction? So I know it went through?

utterance: Yes, sir. We send out an email with a confirmation number and transaction details.

utterance: Oh! That might be-that might be just the thing.

utterance: Great! I hope you, I wish you good luck in getting it set up.

utterance: You said it was easy.

utterance: #Um, it is easy, sir. And if for any chance you have any problemiss please feel free to call back in and we can have someone walk you through it.

utterance: I don't think that will be necessary.

utterance: No, I don't think so eigther. Just in-just in case.

utterance: Okay.

utterance: But, thank you for calling Rivertown. Is there anything else I can assist you with today?

utterance: So I won't be getting a late fee? Last time I received a late fee of eighty dollars.

utterance: If the payment is received within three days of the due date, our late fee of forty dollars will not be issued, sir.

utterance: Oh, forty. Okay.

utterance: If you're worried about it being late, we can make a payment now and I can make a note to destroy the, payment that's coming in the mail?

utterance: No, no need. It will be there. I sent it two days ago.

utterance: Yes, sir.

utterance: Okay, well that's everything on this end.

utterance: Thank you again for calling Rivertown. I hope you have a wonderful day, sir.

utterance: Hm? Okay.

utterance: Good bye.

utterance: You said payment won't be considered late until three days after the due date, correct?

utterance: Yes sir.

utterance: Good bye.


utterance: Good morning! This is Rivertown Insurance, what can I do for you today?

utterance: Hi, I just needed to make some changes to my account?

utterance: Hello, my name is Carlos, and I would love to help you with your policies.

utterance: Oh, thanks.

utterance: First, let's take a look at your account, okay?

utterance: Yeah, okay.

utterance: Can I get your full name, please?

utterance: My name is Savannah Downrimple.

utterance: Is that D-o-w-n-r-i-m-p-l-e?

utterance: Yes, just as it sounds.

utterance: Thanks for verifying that. Okay then, we just need your date of birth and policy number.

utterance: The birthdate is October twenty first, nineteen eighty-one-.

utterance: Uh-huh.

utterance: And the policy number? Where would I-where would I find that?

utterance: If you have a statement handy you would find it-.

utterance: No, I do online billing.

utterance: Okay, then. #Um, if you go into your online account-.

utterance: I don't know how-I mean, my password's at home so I don't have my password.

utterance: Oh, yes. I understand. Okay, well, there are other ways we can access your account?

utterance: Okay.

utterance: I would just need to verify some additional information. A social security number, phone number, and question to security question.

utterance: Oh, okay. We can do that.

utterance: Great! What's the social?

utterance: You need the whole thing or just the last four digits?

utterance: The entire number, miss Downrimple.

utterance: Please, call me Savannah.

utterance: Okay, Savannah. #Uh, we need the entire number in order to access the account.

utterance: For security?

utterance: Yes. You could always call back later or access our online account if you're not comfortable giving out-.

utterance: No, no. It's fine. I just wanted to know if you needed-needed the whole thing or not.

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

utterance: It's, let's see here. It's five-five-five, two-six-, five-five-five-two.

utterance: Great. Okay, I just need the phone number we have on file now.

utterance: A lot of protection, huh?

utterance: Yes. As we have very sensitive information-.

utterance: I'm just giving you a hard time.

utterance: Oh, okay.

utterance: Yeah, I'm just kidding you. The phone number is eight-zero-one-.

utterance: Uh-huh.

utterance: Four-six-two, five-five-five-two.

utterance: Thank you for verifying that number. And finally-.

utterance: Finally! .

utterance: Yes, lastly we just need the answer to the security question-.

utterance: Okay, shoot. I'm ready.

utterance: What is the name of your first pet.

utterance: Oh, that would be my dog, Leo. He was a poodle-maltese mix.

utterance: Thank you answering the question we are now able to make changes to your account. I appreciate your patience while I got everything, verified.

utterance: You don't need anything else? DNA? Last date of menstrual cycle? .

utterance: #Uh, no.

utterance: I'm kidding, I'm kidding. What was your name?

utterance: Carlos.

utterance: I'm just a loud type, Carlos. No worries-no worries.

utterance: Okay. Great. #Um, so what changes did you need to make to your account?

utterance: Well, I need to drop someone who's been on my insurance.

utterance: I can certainly assist you with that process. It looks like both Dean and Koshi are on your account?

utterance: Yes. Dean's my husband and Koshi's my daughter. She's getting married so her husband's going to add her to his insurance.

utterance: Oh, yeah. I guess you won't' be needing her on yours anymore then.

utterance: No, and I know she's only nineteen-.

utterance: Uh-huh.

utterance: But I think her fiance is a real nice guy. And getting her off my insurance doesn't hurt either .

utterance: Yes, I think it will bring down your policy cost quite a bit.

utterance: That's what I want to hear! Gotta pay for the wedding, you know?

utterance: It's always nice to save a little-.

utterance: Yeah, she wants this BIG wedding, and I'm like, seriously? I was hoping this whole covid thing would make it so they'd do one of those Zoom weddings? That's my budget, a Zoom wedding .

utterance: Yeah, I can see how-.

utterance: So how much will I save?

utterance: Currently, having a teen on your account increases your Basic Auto policy by fourteen hundred annually.

utterance: Yes! So what will my new bill be?

utterance: After dropping Koshi from your account, you are looking at a new payment of, one moment while the computer updates.

utterance: This is exciting! Should I do a drull roll .

utterance: It looks like your new payment will be-.

utterance: Drull roll .

utterance: #Um, it will be one thousand dollars annually. That will decrease your current autopayment to eighty-four dollars a month.

utterance: Are you kidding me? That's like, half of what I'm paying now.

utterance: Yes, your new payment will be reflected on your autopay billing date of the first of August.

utterance: Do I get, like, a refund for the week left that my daughter won't be on the policy?

utterance: Unfortunately, no. If you were to ask for a refund, we would prorate it, but would have to ask for a seventy-five fee for ending the policy before the due date, so the prorate refund would actually be less than the seventy five dollar fee, so it would -.

utterance: It would actually cost me money.

utterance: That's correct, ma'am.

utterance: Please, call me Savannah.

utterance: That's correct, Savannah.

utterance: Thank you, Juan.

utterance: My name is Carlos-.

utterance: Oh! I'm so embarassed. Thank you, Carlos.

utterance: No worries!

utterance: I guess-I guess it would give Koshi time to get on her husband's account and everything. A week isn't bad.

utterance: Great. I'm glad it's going to work out okay for you. While I have you on the line, have you ever considered bundling your auto insurance with one of our three home policy plans?

utterance: Oh, no, Carlos. I don't have time for that today. Maybe I call back on another day and hear all of your spiel, okay?

utterance: I'm sorry. Didn't mean to take up your time-.

utterance: You have been very helpful and I thank you. I just gotta go now, you know?

utterance: Totally understand. You will be receiving confirmation of your changes to the email we have on file.

utterance: The talkybird at one two three dot com email?

utterance: Yes, that's what we have on file for you, Savannah.

utterance: Oh good! You finally called me by my name. I hate all that missus and ma'am stuff. Makes me feel old. I'm only fourty, you know?

utterance: I'm glad I could be of help to you today. Thank you for calling Rivertown. Have a great rest of your day. And good luck with the wedding!

utterance: Well, I'll need it. Thanks again to you.

utterance: Good bye.

utterance: Bye for now.


utterance: Good evening, and thanks for calling Rivertown Insurance. This is Juan. How may I help you?

utterance: Yes, yes-I'm just needing my policy number? Just wondering if this is where I call to get that?

utterance: Yes, ma'am. I can help you look up your policy number. Who do I have the pleasure to be speaking with today?

utterance: Oh! I'm Gina. Gina Cowler.

utterance: Okay, I'm just going to collect a few pieces of information from you miss Cowler in order to look up your account.

utterance: It's missus Cowler.

utterance: Thank you, missus Cowler. #Uh, could you please provide me with the birthdate and phone number on your account?

utterance: Yes. My birthday is May eleventh, nineteen sixty-five. And the the phone number is- Could-could you hold for just a minute?

utterance: No problem, missus Cowler.

utterance: Thank you. I'm so sorry about that. I-I don't have my phone number memorized. Had to go find it on the-I have it written down on a piece of paper and just stick it to the fridge .

utterance: Absolutely no problem!

utterance: Okay, hon. Here we go-are you ready?

utterance: I'm ready.

utterance: It's four-three-five.

utterance: Uh-huh.

utterance: Eight-six-eight-.

utterance: Mhm.

utterance: Four-four-six-two.

utterance: Thank you for the information. Now, in order to give you the policy number we have to do a few security checks?

utterance: Security checks? Do I need to come down to the office?

utterance: Oh, no, no. That won't be necessary. I'll just need both your social security number and the-the answer to the security question you set up for your account.

utterance: Oh! Well I certainly have my social security number memorized . Had that number for a real long time now. .

utterance: So, you have one up on me-I don't have mine memorized.

utterance: Well, victory for me, right? .

utterance: I'm ready whenever you are.

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

utterance: Thank for verifying that. And now it looks like the question connected to your account is, What was the name of the street you were born on?

utterance: Oh! That's a good one! I only lived on the-on the street for a few years after I was born. Then we moved to Salt Lake. The whole pack of us. Cousins, Aunts, Uncles. .

utterance: Oh, wow! That must have been nice to have so much family close by.

utterance: Good for baseball teamiss not so good for privacy .

utterance: I understand that, we have a lot of extended family living with us right now.

utterance: Is that so, hon? Family is where the heart is, but sometimes you just need a little space of your own, isn't that right?

utterance: See, you understand! .

utterance: Alright, so what was the name of the street you were born on?

utterance: It was Belle View. That's b-e-l-l-e-v-i-e-w.

utterance: Thank you for verifying! We can now look at your account and get you that policy number.

utterance: Oh, thank you. I'm getting a new car. Well, old car. I'm getting a used car .

utterance: Any car is a good car. Man, autos are so expensive right now!

utterance: Yes! I bought a used, Subaru Forester for the same price that I would have purchased new a-a year ago! I know because I put off buying it, but now I'm sure paying the price. Let me tell you.

utterance: Well, congratulations on the new car! So, does that mean you are not driving the two thousand ten Buick Regal we have on file for you?

utterance: I still have that one too. Gonna sell it.

utterance: But you're going to stop driving it when you purchase your Subaru?

utterance: Oh, yes. Never going to get in that death trap again.

utterance: Well, ma'am we can, get you set up in your Subaru as far as insurance. The policy number reflects your Buick's insurance, it isn't transferrable to the Subaru, without updating.

utterance: Is that a fact? I didn't even think about that .

utterance: Do you ave the Subaru's information?

utterance: Yes, yes. I have everything right here. I guess-I guess I should get it all insured right now then, shouldn't I?

utterance: Yes, ma'am.

utterance: Do you have time enough to help me get this insurance going, what was your name, hon?

utterance: My name is Juan, and I would love to help you set up the insurance for your new car.

utterance: Oh good! Thank you, Juan! I would have just stuck my old cards in the new glove box. .

utterance: No problem! This will actually just take a few minutes since we're already in the account.

utterance: Wonderful.

utterance: Before we get that all set up, do you want your policy number?

utterance: Oh yes! I thought I should have that number written down. Maybe on another paper on my fridge .

utterance: Doesn't hurt!

utterance: Okay, what's the number, hon?

utterance: The policy number for your account is eight-nine-seven-six-six-four-three-two.

utterance: Four-three-two there at the end?

utterance: Yes, that's correct, ma'am.

utterance: Thank you very much! All set!

utterance: Now let's just grab a few pieces of information from you for the new auto.

utterance: What do you need?

utterance: First of all, let me navigate to the correct screen .

utterance: Oh, I know how stubborn computers can be .

utterance: Okay, I'm where I need to be. Now, what is the year and make of your car?

utterance: My car is a two-thousand twenty Subaru Forester.

utterance: Thank you. And how many miles has it got on it?

utterance: Let me look here-I've got the paperwork right in front of me. Let's see here. Sorry, there's so much information.

utterance: It should be on a paper that looks like a title? It will also have the VIN number?

utterance: Looking-looking. Ah! Here it is! Oh, no. That's not it. Hold on.

utterance: No, problem, ma'am.

utterance: Okay, I've got it. It has five-thousand and thirty-two miles on it.

utterance: Hey, that's really good for used!

utterance: Yes, they assured me that a little old woman had it-just like myself-and had to give up driving.

utterance: It should be in excellent condition, then!

utterance: Except she was a soda drinker. I found a few sticky spots-you know, like Dr. Pepper that the dealership missed cleaning up.

utterance: Oh!

utterance: Can't blame here. I'm a Diet Coke drinker myself .

utterance: We all have our vice, right?

utterance: That's for sure, hon.

utterance: Okay. And is the VIN number where you can see it?

utterance: This one with the numbers and letters?

utterance: That's the one.

utterance: Okay, here goes it. A-one-three-five-seven-Q-eight-nine-seven-W-P-are you okay so far?

utterance: Yes, Ma'am I think I've got it.

utterance: Three-two-four-one-kP-W. Wow! That's a big fella!

utterance: You did great! Looks like it's pulled up the correct vehicle. So, now we just need to see if you want to stay with your Preferred Auto coverage or if you'd rather upgrade to Complete Auto-.

utterance: No, hon. Just leave it as it is. The insurance has been jsut perfect for me. If anything, I'll probably downgrade in the next few years. Stay home more and drink my diet coke .

utterance: Sounds good! And you want your billing preferences to remain the same?

utterance: Yes, sir. Just as long as the Subaru is insured.

utterance: Great! You should be receiving your new cards withing three to five business days.

utterance: Wonderful. So glad to get that all taken care of.

utterance: Is there anything else with which I can assist with, today?

utterance: No, hon. You were an absolute peach. Thanks so much for your help.

utterance: Thank you for calling in! It's been a pleasure.

utterance: You take care now, okay? Try to find some me time.

utterance: Will do. Thanks for calling Rivertown Insurance, you have a good day.

utterance: Bye for now.


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

utterance: Hi! Bonnie?

utterance: Yes?

utterance: This is Charlotte. Charlotte Webster.

utterance: Oh, hello missus Webster! How are you doing today?

utterance: Oh, I'm doing okay, Bonnie. Thanks so much for asking.

utterance: So, if I remember correctly, you are currently in the process of moving?

utterance: Good memory! .

utterance: Well, when was it that we chatted? The day before yesterday?

utterance: Yes, yes. That seems right. Monday.

utterance: Yes, that's right.

utterance: Well, I had so much fun, I've called back for more! .

utterance: No, but seriously. How lucky is it that I'd get you again?

utterance: I'm the lucky one.

utterance: Oh, you're too sweet, dear. Anyhow, I'm just calling because we finally have a closing date for the new house, and I thought we could get that address changed and the new insurance set up?

utterance: Oh, yes absolutely! Let's get you all set.

utterance: Wonderful. Now, do you need to do the verification thing again?

utterance: Yes, even thought I'm about ninety-nine percent you're the same Charlotte I spoke with on Monday-.

utterance: Oh, call me Lottie.

utterance: See? Now I have to security check you. You're changing names on me .

utterance: It's my own fault I guess. But I understand having to check again. Protocols, right?

utterance: Exactly. Even if you were my own mother I'd have to ask for your security information.

utterance: At least I know my information is safe!

utterance: Exactly! Now, may I get your full name and birthdate, please?

utterance: Charlotte Anne Webster. Almost like that book, Charlotte's Web? Lucked out marrying my husband, I guess.

utterance: I love that book!

utterance: Me too. Maybe why I decided to settle .

utterance: Oh, that's funny. So, Lottie, would you mind verifying your birthdate for me?

utterance: You bet. It's September seventeenth nineteen sixty-eight.

utterance: Great! And if you recall, we also ask for a policy number?

utterance: Oh, yes! Remember how much fuss we went through last time? I left it on the refrigerator here since I knew I'd be calling back soon.

utterance: That was smart!

utterance: Oh, everything's just a mess with the packing. Refrigerator is the only safe place.

utterance: Well, it was good planning on your part to keep it handy. What is the number?

utterance: Okay, let's see here. It looks like it's nine-eight-nine-two-.

utterance: Uh-huh?

utterance: Two-two-three-four.

utterance: Wonderful. I'm looking at your account now. So you want to upgrad Home Preferred-.

utterance: Yes, that's right. It was a new upgrade from that other one.

utterance: Basic Home?

utterance: Yes, yes. That's right. Thought we'd put a little more care in our retirement home. Our forever home we're calling it.

utterance: Oh! That's sweet!

utterance: It will be so nice having everything on the same floor. My husband is closer to retiring than I am, and his knees are toast. He can help more with the laundry when I go to work .

utterance: That sounds so great. I'm happy it's a positive move.

utterance: Oh, yes! We are both so excited!

utterance: Do you have any questions on the new policy?

utterance: #Uh, no. I think you did a great job explaining it the other day, and those papers you put through the email really helped. My daughter printed them out and my husband went over them with a fine-toothed comb . I think we're good.

utterance: Great! And did you make any decisions about the pet insurance we talked about?

utterance: Honestly, I just don't know yet. We're on the fence about that one. But maybe. A definite maybe.

utterance: Well, if you have any questions or anything, you just give us a call back.

utterance: You can bet on it! It's so much easier for me to call in then to use the website.

utterance: I understand. Sometimes it saves time just to work with another human being.

utterance: Oh, yes. I think so.

utterance: Okay, so just to clarify, we are planning on activating the Home Preferred insurance on the new house, on- what was the date?

utterance: Yes, that's why I was calling. We will be closing in two weeks, on the seventeenth. Of this month, August.

utterance: Great! Let me put in the necessary information here. It looks like we don't have your new information for the house in the system yet?

utterance: The other reason I called . Need a house address for the new house! .

utterance: Yes, that's always helpful. .

utterance: Okay, I have the address right here. Ready?

utterance: Ready when you are!

utterance: Okay. It is twenty-five thirty-nine Krystal Lane. And that's krystal with a K.

utterance: Thank you for that. And zip?

utterance: Oh, yes! So, it's Utah, of course. And the city is Sandy with a zip code of eight-four-one-two-one.

utterance: Got it. Thanks. So it looks like you're set to begin your new insurance on August. Since you are upgrading with the move there will be no seventy-five dollar penalty for ending the pre-existing insurance early-.

utterance: Well, I should hope so! .

utterance: You'd be surprised. Some of those other insurance companies will charge you for simply breathing, it feels.

utterance: Oh, we're Rivertown customers for life. We're had claims in the past and, well, no problems on our end. Always positive.

utterance: Glad to hear it!

utterance: Yourself included in that, of course.

utterance: Well thank you, Lottie. It's a pleasure to help! Now, it looks like the Home Preferred account will be a little more than your previous plan-.

utterance: Which is to be expected.

utterance: Definitely. So it looks like it's an increase of four-hundred dollars? So your new total is two-thousand yearly?

utterance: Well, that's not bad at all! Can we keep our previous paying plan?

utterance: Yes, let me take a quick look here.

utterance: Of course.

utterance: So it looks like you are signed up for monthly auto-pay with your checking account ending in four-seven-two-nine?

utterance: Yes, that sounds right.

utterance: So your new total monthly will be-.

utterance: And will that still be on the first of the month?

utterance: Yes, that's right.

utterance: Wonderful.

utterance: And the new amount will be one hundred sixty-seven dollars monthly.

utterance: Oh, well, that's not bad at all.

utterance: I'm glad it works for you!

utterance: Okay, then! I think we're all set.

utterance: The only other thing is that we will prorate your remaining time from your previous insurance-.

utterance: Uh-huh.

utterance: So you will see a small bill for seventy-two dollars which covers the two weeks of this month-.

utterance: Oh, right! I didn't even think of that.

utterance: But other than that, I think we're all set. As always, you'll receive a receipt for your autopayment to your email which is-.

utterance: Do I have the Charlotte''swebster at one two three dot com on file?

utterance: Yes. Clever name!

utterance: Thank you. It was my daughter's idea-she's the clever one.

utterance: Well, it's been wonderful talking to you again, Lottie.

utterance: So glad we connected again!

utterance: Good luck with your move, and give us a call if anything comes up or if you have any questions.

utterance: You bet! I'll keep this policy number handy. And maybe we'll do the pet insurance. I'll talk to Hank when things settle down.

utterance: Sounds good. Thanks for calling Rivertown. Have a wonderful rest of your day!

utterance: You too. Bye for now!