utterance: Hi. You've reached Rivertown Insurance. I'm Andy. How can I help you?

utterance: Hi Andy.

utterance: Hi.

utterance: I'm Katherine Lebeau. I need to file a claim.

utterance: What kind of claim, Katherine?

utterance: For my, my, my windshield got hit by a rock.

utterance: I see. Let me confirm your identity first, okay?

utterance: Okay, I guess that's the first, step.

utterance: Yes. Okay. Can you spell your name and give me your birthdate?

utterance: Yes it's Katherine with a k, K-a-t-h-e-r-i-n-e, Lebeau, L-e-b-e-a-u.

utterance: Thank you for spelling that for me.

utterance: No biggie, I have to spell it for everyone.

utterance: Yes? That must get, old. Your date of birth? .

utterance: Forty. A bit.

utterance: And can I get your policy number?

utterance: Sure. #Um, it's two three six nine, four one one four.

utterance: Great. How's your day going?

utterance: Cept for this, very well, thanks.

utterance: Well let's get this taken care of for you. No one was injured, were they?

utterance: No. Everyone's okay.

utterance: Good. That's the main thing.

utterance: Yes.

utterance: Was there any other damage to your car besides the windshield?

utterance: No.

utterance: That's good. Now is the windshield have a rock ding or a crack?

utterance: Why?

utterance: Well sometimes a ding can be filled without removing the windshield.

utterance: Oh. Why would you wanna do that?

utterance: Because when you have to replace your windshield it can comprise the structural integrity.

utterance: Really?

utterance: Yeah. You don't want to replace it unless it's necessary. The new one may not fit as tightly.

utterance: Oh. That's something no one has ever explained to me before.

utterance: My Dad and my husband both taught me that. Although we use the very best windshield service out there.

utterance: Okay. That's good.

utterance: And they'll let you know if you really need it replaced or not.

utterance: Okay. That's good, too.

utterance: Well your account has full windshield protection, so we can set up an appointment to have it looked at.

utterance: Where do I have to take it?

utterance: They come directly to you!

utterance: Wow! Where will they come?

utterance: Anywhere. Home, your work, even the zoo if that's where you are.

utterance: That's fantastic!

utterance: We try to make it easy on our clients.

utterance: Sweet!

utterance: So when would you like to set up your appointment?

utterance: Do I need to be there?

utterance: No. You can leave your keys on the floor of your car and the technician will lock up and bring you the keys.

utterance: Great. So I can see it before he leaves?

utterance: Yes, of course. He'll need your signature before he leaves.

utterance: Yes. I have time for that!

utterance: So where would you like them to come?

utterance: I'm getting ready to have my hair done soon. Could they do it there?

utterance: Yep. No problem. First, lemme get the make and model of your car.

utterance: It's a Cadillac Escalade.

utterance: What year?

utterance: Two thousand eighteen.

utterance: Thanks.

utterance: Your welcome.

utterance: I also need to know when and where this happened.

utterance: Okay. It happened on the freeway. Today.

utterance: Can you be more specific, please? Do you know what time?

utterance: It was around eleven AM.

utterance: Okay and the state?

utterance: I-one zero near the Bellaire exit. I don't remember the exit number.

utterance: That's fine. Which state are you in, Katherine?

utterance: Georgia.

utterance: Okay and this happened today, July thirtieth, twenty twenty-one?

utterance: Yes.

utterance: That's all the information I needed thank you.

utterance: Your welcome, Andy.

utterance: Now your claim has been submitted.

utterance: Okay.

utterance: Your claim number is C-four one six four, two eight zero three.

utterance: Wait! I missed it!

utterance: That's okay. It's C as in cat, four one six four, two eight zero three.

utterance: Got it.

utterance: Okay keep that claim number handy, you may need to refer to it again.

utterance: Okay.

utterance: Now let's set up your appointment. You wanted the windshield repair company to come to your salon?

utterance: Yes, if that's okay.

utterance: Yep. Same day service.

utterance: Great. The name of the salon is Manes and Manis.

utterance: What city in Georgia?

utterance: Atlanta.

utterance: Let me look up that address for you.

utterance: No need. It's one hundred Main Street, Suite A.

utterance: Thank you. And what time did you want them to arrive?

utterance: Well, it's one o'clock now, and my appointment is at four, so how about three thirty?

utterance: Let's take a look at the schedule.

utterance: Okay. Fingers crossed.

utterance: Yes! I submitted the location and time and it's been confirmed. Your tech's name is William.

utterance: Perfect. And he will meet me in the parking lot?

utterance: Let me make a note of that for you.

utterance: Thank you, you've been great. I appreciate the awesome service. You made this easy.

utterance: My pleasure. If there's nothing else?

utterance: No. That's all.

utterance: Then have a wonderful rest of your day.

utterance: I plan to, thanks. Good-bye.

utterance: Good-bye and thanks for calling Rivertown Insurance.

utterance: Bye.


speaker_role: Agent

utterance: Hi. This is Tim. Welcome to Rivertown Insurance.

speaker_role: Customer

utterance: Thanks, Tim How are you doing today?

utterance: I'm great. Thanks for asking.

utterance: Well, I'm, calling, find out about, life insurance.

utterance: Do you already have a policy with us?

utterance: No. And I r-really don't know much about it.

utterance: Well, I will try to make it all clear to you.

utterance: Thanks, Tim.

utterance: And what is your name?

utterance: Stuart Little.

utterance: Well, we have two, three different life insurance policies for you to choose from.

utterance: Okay.

utterance: First is the Term Insurance. This costs three hundred dollars.

utterance: A month?

utterance: No. I'm sorry. The prices I'm giving you are on a annual basis.

utterance: Oh. Right.What does term insurance mean?

utterance: The policy will pay death benefits within the term of the policy.

utterance: All right.

utterance: The second type of policy is traditional whole life insurance and that is eighteen hundred a year.

utterance: And what's that?

utterance: That's when the policy pays a death benefit plus a maturity benefit.

utterance: Okay. I'm takin' notes.

utterance: That's fine. Now the third type of insurance is Universal Life Insurance and it twelve hundred a year.

utterance: What's that?

utterance: Universal Insurance is like Whole Life, but it builds a cash value.

utterance: Wow, that's a lot to think about. I'm going to need some time.

utterance: If you'd like I can email you quotes for all three.

utterance: No that's okay. I have it all written down here.

utterance: Well would you like an agent to follow-up with you?

utterance: Not at this time, no. But thanks for your info and help.

utterance: Not a problem. Thanks for calling Rivertown Insurance.

utterance: Bye.


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

utterance: Good Afternoon. I hope I called the right number.

utterance: What is it that you need?

utterance: Well, I wanted to get a condo quote, but this is customer services, isn't it?

utterance: Oh a condo quote, I can help you.

utterance: That will be great.

utterance: Okay. Do you know what kind of insurance you're looking for?

utterance: N-not really. I was h-hoping you could explain it all to me.

utterance: Of course.

utterance: Now what are the, different types of plans?

utterance: First, can you tell me if you are a customer of ours already?

utterance: Yes. I have an auto policy.

utterance: Great! Lemme get some information from you. Can I have your name?

utterance: Oh, yes. My name is Joshua Barnes.

utterance: Hello, mister Barnes. I'm Marsha. Can I call you Joshua?

utterance: Call me Josh.

utterance: Okay, Josh. Let's verify your account. What is your birthdate?

utterance: Seven seven nineteen seventy-seven.

utterance: That's a cool birthday. Lots of sevens. Seven is my lucky number.

utterance: Mine, too .

utterance: Do you have your account number with you?

utterance: No, I don't. Can't you look it up another w-way?

utterance: #Um, that's okay. What's your phone number?

utterance: Two one three, three oh three, five four four five.

utterance: Thank you. And your Social Security number?

utterance: four oh six, six nine, two four six eight.

utterance: Thanks. Now the answer to your security question?

utterance: Oh no. I don't remember.

utterance: Lemme tell you the question, first. .

utterance: Okay.

utterance: Oh, you should remember this one. What is the name of your high school?

utterance: Central High.

utterance: Thank you for verifying your account, Josh.

utterance: Phew. .

utterance: Okay. Let's get started.

utterance: Okay. What are the different plans you have and is there a discount for bundling accounts?

utterance: Right. We have the Basic Condo plan for five hundred dollars.

utterance: Got it.

utterance: And we have the Preferred Condo Plan for six hundred.

utterance: Got it.

utterance: We also have a Renter's policy if you are renting.

utterance: So what are the differences?

utterance: Well, the Basic Plan covers liability up to three hundred thousand dollars.

utterance: Okay, good.

utterance: The Preferred Plan covers liability up to five hundred thousand dollars and contents of your condo.

utterance: Wow. Okay.

utterance: The Renter's Plan just covers the contents of your condo.

utterance: Gotcha.I'm writing all of the down.

utterance: Okay, good.

utterance: I want to discuss this with my wife before we do anything.

utterance: I also want you to know that the prices I'm giving you are the discounted prices for already being a customer.

utterance: Oh good, thank you.

utterance: Not at all, thank you.

utterance: Well, the Renter's Insurance is out, because we just inherited a condo.

utterance: Oh?

utterance: Yeah. My wife's uncle, died and left us a condo in San Francisco.

utterance: Oh, I'm sorry for your loss, but that's amazing.

utterance: Yeah. I think we may be moving!

utterance: Big Changes, huh?

utterance: Yes. There are.

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

utterance: No. But I'll be calling back once I speak to my wife.

utterance: We'll be here, Josh. Anyone who answers will be able to help. Everything is in my notes.

utterance: Thanks, you've been, very helpful, Marsha.

utterance: Thanks for being a Rivertown Insurance customer, Josh. Good-bye.

utterance: B-Bye.


utterance: Hello. Thanks for calling Rivertown Insurance. My name is Dawna. What can I do for you?

utterance: Hi. I need to file a health insurance claim.

utterance: Well, I can help you do that.

utterance: Great.

utterance: First I need to confirm your identity.

utterance: Okay.

utterance: What is your names, oops, I meant name?

utterance: My name is Tracy Bradford.

utterance: Is that Tracy with a y, or Traci with an i?

utterance: #Uh, Tracy with a y.

utterance: Okay Tracy. What is your date of birth?

utterance: January twelveth, nineteen eighty-three.

utterance: Thank you. And do you have your account number?

utterance: No. I don't.

utterance: No problem. Let's do it this way. Can I have your, phone number?

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

utterance: Got it, thanks. And your Social Security number?

utterance: Five oh nine, oh six, three one oh seven.

utterance: Great and I'll need your answer to your security question.

utterance: Uh oh.

utterance: I have the question. What is the name of your childhood best friend?

utterance: Connie.

utterance: Perfect. Now what I'll need to do to help you file is I will send a link to your email of a form you need to fill out.

utterance: Is there another way to do it?

utterance: I could send you the form by mail, but that will take longer.

utterance: Okay, go ahead and send me the email.

utterance: And your email on file is?

utterance: tbradfordfive zero zero at gmail dot com.

utterance: Thank you. Okay the email has been sent.

utterance: I don't see it.

utterance: It's coming. If you don't get it in a minute or two, you could ch- check your spam file.

utterance: Okay.

utterance: Now while your waiting for that email, I'll need to get some more information.

utterance: All right.

utterance: First I need to get the Group number for your policy.

utterance: But I don't have my card.

utterance: Oh, that's right. Let me look it up for you.

utterance: Okay.

utterance: All right. I've got it. #Um your group number is R zero six four two six.

utterance: Thanks, I'm writing it down. My card must be at home, I'm at work now.

utterance: Oh. What do you do?

utterance: I'm a, petsitter.

utterance: Oh, how fun!

utterance: Yeah, most of the time. But that's how I got hurt. The job has ups and downs.

utterance: Just like everyone else's, huh?

utterance: Yep.

utterance: Well, You are the insured on this policy, correct?

utterance: Yep. Just me.

utterance: Do you have any additional health insurance?

utterance: No. I don't.

utterance: Okay, now tell me the reason for the claim.

utterance: Huh?

utterance: I mean why you saw the doctor.

utterance: Oh. Because I was walkin' this dog and he took off and I fell and I hurt my knee.

utterance: Okay. I'm sorry to hear that.

utterance: Well it's part of the job.

utterance: I understand. Now what is the name of your doctor?

utterance: Dr. Bill Peters.

utterance: Okay, let me look that up.

utterance: Yes.

utterance: Okay I found him. He is on your preferred list of providers, so there should be no problem in submitting your claim.

utterance: Great.

utterance: How much is your bill?

utterance: One hundred twenty-eight dollars.

utterance: Okay.

utterance: But I have to have blood work and xrays.

utterance: Those are also covered under your policy.

utterance: Good.

utterance: But you'll hafta, file each of those separately.

utterance: Gotcha.

utterance: Did you pay anything to the Doctor's office at the time of service.

utterance: Yes. Just my twenty bucks for the copay.

utterance: Very good.

utterance: I hope that was what I was supposed to do.

utterance: Yes. The rest will be eligible for reimbursement.

utterance: Great!

utterance: By the way, did you receive the link I sent you?

utterance: Let me check, lemme see, yep it came.

utterance: Good. Now just fill out the form online and submit it.

utterance: That's all?

utterance: Yep, that's it. You'll get an email confirmation saying the claim was submitted.

utterance: Wow! That's easy.

utterance: We try to make it easy. No paper saves the forests, too.

utterance: Yeah, cool.

utterance: It takes five to seven days to assess your claim, but they will notify you by email of the decision.

utterance: Okay.

utterance: Is there anything else you need help with?

utterance: Well, you can come by and do the dishes. .

utterance: No thanks, I have a sink full at home.

utterance: I get it.

utterance: All right, if you have problems filling out the e-form, please don't hesitate to contact us.

utterance: Thank you.

utterance: You can reach us at the customer service number you called today or by our online chat service.

utterance: Oh. Okay. Thanks.

utterance: No problem at all. You have yourself a good day.

utterance: I will. You do the same. Bye-bye.

utterance: Thanks for calling Rivertown Insurance. Good-bye.


utterance: Good morning. Thanks for calling Rivertown Insurance. I'm Sharon. How can I help you?

utterance: Good morning, Sharon. I looking to get a, quote for Renter's insurance.

utterance: Okay. I'd be g-glad to help you with that.

utterance: Great.

utterance: First can I get your name?

utterance: Yes. Natasha Plinski.

utterance: Hi Natasha. Have you had renter's insurance before?

utterance: No. But I wish I had it now.

utterance: Oh?

utterance: I went out of town for the weekend and someone broke into my apartment.

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

utterance: Yeah. It's been, really terrible.

utterance: I can imagine.

utterance: They took my computer, my TV, all my jewelry--everything I have of value.

utterance: That's horrible! Did you report it to the police?

utterance: Oh yeah, for what good, I don't know.

utterance: Well, let's get you a quote and then you'll be covered if it happens again.

utterance: Sounds like a plan, Sharon.

utterance: Yes. A good plan.

utterance: Very. I don't wanna be a victim again. The only thing I have left is my phone.

utterance: Okay then let's go through the two types of renter's insurance that we offer.

utterance: Okay.

utterance: The first is our Basic Renter's plan.

utterance: Okay. How much is that?

utterance: The Basic plan is two hundred dollars a year.

utterance: Wow, that's more that I thought it would be, but I guess it's worth it. What does that cover?

utterance: That covers your belongings up to ten thousand dollars, and pays prorated value for your things.

utterance: Oh, but, what if you have more than that in belongings?

utterance: Well then the Renter's Preferred plan may be for you.

utterance: Okay. Go on.

utterance: The Preferred plan is three hundred dollars annually.

utterance: Ouch. What does that cover?

utterance: It covers twenty-five thousand dollars and pays replacement value for your belongings.

utterance: Oh, wow, that would make a huge difference!

utterance: It can, yeah.

utterance: Okay. That's something to think about.

utterance: What kind of work do you do?

utterance: Well, I do lighting for concerts and events so I have a lot of equipment that I use for that.

utterance: Oh no! Did you lose all of your equipment?

utterance: No. I had it with me because I was on a job. Luckily. But I lost a lot.

utterance: I'm sorry.

utterance: Well, I should have known. I so m-mad at myself! I've been meaning to do this, but it's a little too late now.

utterance: Well, let's get you a quote so you can make a decision. How would you like to receive your quote?

utterance: E-mail is good.

utterance: Okay and what is it?

utterance: natashaplightsitup at gmail dot com.

utterance: Natasha p lights it up at gmail dot com?

utterance: #Uh, yep.

utterance: That's probably easy to remember.

utterance: Yep. That's the name of my business, Natasha Lights it Up.

utterance: I like it.

utterance: Thanks.

utterance: Okay, so I'll send you your quote right now.

utterance: Thanks. But, I, think I'm ready.

utterance: Ready?

utterance: Yes. To set this up. I wanna be protected before I replace anything.

utterance: Good idea.

utterance: Ya know it's creepy. Someone was in my home.

utterance: How awful for you. Well, let's get this set up.

utterance: Okay.

utterance: Do you know which plan you want or can I answer any more questions?

utterance: Yeah. #Um, are their any deductibles with these plans?

utterance: Good question. No. There are no deductibles.

utterance: Good.

utterance: You need to make a list of your items after setting up your online account.

utterance: Okay.

utterance: Pictures and receipts are recommended as well.

utterance: Makes sense.

utterance: You can upload pictures and receipts online. You can add, delete and update your belongings, too.

utterance: That makes it easy. I hate keeping receipts. Half the time they use disappearing ink, ya know?

utterance: I know right?

utterance: Anyway, I think I'll go with the Preferred plan.

utterance: Very good. I'll need to collect your payment today.

utterance: Right.

utterance: Did you want to pay yearly or monthly?

utterance: #Uh, I'm not sure. #Um is there a price break for paying annually.

utterance: Three hundred is for the annual payment, but if you pay monthly there's a service charge of two fifty monthly.

utterance: Oh.

utterance: So you would have twelve payments at three hundred two dollars and fifty cents a month.

utterance: The service charge isn't that much, but I might as well pay on a yearly basis.

utterance: Okay, I can take your payment. How did you want to pay?

utterance: What are my choices?

utterance: Credit card, debit card or bank account.

utterance: #Um, I guess I should, I guess I'll use my business credit card.

utterance: Great. Now you can go ahead with number when you're ready.

utterance: Five six oh nine, four four six one, one four six nine, two six three nine.

utterance: Expiration date?

utterance: Ten twenty-three.

utterance: Got it. And your three-digit code?

utterance: Two three four.

utterance: Thanks, Natasha.

utterance: Your welcome.

utterance: Just a moment while your payment processes.

utterance: That's f-fine.

utterance: Okay, your payment went through. Would you like a receipt sent to your email?

utterance: Yes, please. Thanks, Sharon. You made this easy.

utterance: You're very welcome. Is there anything else today?

utterance: No. This is a relief to get done.

utterance: Glad to help. Enjoy the rest of your day.

utterance: Thanks again. Good-bye.


utterance: Good morning, you've reached Rivertown Insurance My name is Sharee. How can I help you?

utterance: I'd like to remove a dependent from my life insurance policies.

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

utterance: Andrew Jackson Borden.

utterance: Thank you, mister Borden. May I have your account number?

utterance: Yes six six six, oh six six six oh.

utterance: Got it, thanks, and last can I have your date of birth?

utterance: December fourteenth, nineteen forty-six.

utterance: Thank you, mister Borden. Now how may I help you?

utterance: I want to take someone off my life insurance.

utterance: Very good sir, and how is your day going?

utterance: Terrible. I think my daughter is plotting to kill me!

utterance: Oh my! If you think that is true sir, you should contact the police.

utterance: I'll do that later if I believe it is necessary.

utterance: If you're sure then I'll need to know the person you want removed.

utterance: Her name is Lizbeth Borden, but she goes by Lizzy.

utterance: Thank you. And her date of birth?

utterance: July nineteenth, nineteen seventy-seven.

utterance: Thank you, mister Borden. Now just let me check - yes you have your wife and two daughters as dependents.

utterance: Yes. I would like to remove Lizzy, but leave the other two women on my policy.

utterance: I can get the paperwork ready for you today.

utterance: Oh. #Er, I can't do it by phone?

utterance: No you would have to sign a letter of authorization, have it notarized, and send it back to us.

utterance: That sounds like it will take awhile. Is there another way to speed up the process?

utterance: Well, you can change it online.

utterance: Oh. I don't have a computer.

utterance: Okay, then we'll hafta go the other route. Should I draft the new paperwork to send to you?

utterance: Yes. I would appreciate it if you would send it to me immediately.

utterance: Yes sir, it will go out in today's mail.

utterance: Great.

utterance: Once you receive it, have your signature notarized and, and return it to us. Then we can record it.

utterance: All right. Can I hand deliver it?

utterance: Of course. Just bring to our office between nine a.m. and five p.m.

utterance: I want to take care of this A-S-A-P.

utterance: I understand, mister Borden.

utterance: So everything is in motion, right? I won't have to call back, right?

utterance: That's absolutely correct. Your paperwork will go out today by Priority Mail and get there in three days.

utterance: Great.

utterance: Yes. The paperwork will show no policy changes except the removal of Lizzy.

utterance: Good. I can't believe I have to do this.

utterance: I'm so sorry, mister Borden.

utterance: Maybe I'm wrong. If I am, I can always add Lizzy back, right?

utterance: Yes. Absolutely.

utterance: Okay, that sounds good.

utterance: #Um, since there are no policy changes, your monthly bill will remain the same.

utterance: Yes. Thank you.

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

utterance: No thanks.

utterance: Our conversation is now recorded in your file.

utterance: Thank you, that is a relief.

utterance: Not a problem. I will wish you good-bye and thank you for calling Rivertown Insurance.

utterance: Bye.


utterance: Good evening. This is Rivertown Insurance and my name is Jacob. Can I help you?

utterance: Hi. I need to report a claim on my property insurance.

utterance: Okay, Let's open a claim by phone.

utterance: Perfect.

utterance: Can I get your name?

utterance: My name is Jackson Conley.

utterance: And your birthdate, mister Conley?

utterance: Call me Jack.

utterance: Okay, Jack. What's your birthday?

utterance: March fifteenth, nineteen sixty-five.

utterance: Thank you. And do you have your account number.

utterance: Yes. I called prepared.

utterance: Thank you. And the number when you're ready.

utterance: #Um, it's three one six one, five one four eight.

utterance: Thanks for verifying your identity.

utterance: No problem.

utterance: Okay, I see your homeowner's policy. What seems to be the problem?

utterance: A driver missed the turn and plowed into my block wall.

utterance: Oh my! Was anyone hurt?

utterance: No. No one was home at the time.

utterance: I'm very glad to hear that.

utterance: Thank you. It was a bit of a shock.

utterance: Did you file a police report?

utterance: #Er, yes. They were actually still on the scene when we got home.

utterance: Do you have the police report number?

utterance: It's two one two six, two three nine five, through the San Diego Police Department.

utterance: Got it, thanks.

utterance: Can you hold a moment? My dog is barking.

utterance: Of course.

utterance: Thanks, I can't let her out. The block wall around the back yard is where they hit the house.

utterance: How did they do that?

utterance: W-well, we live on the corner so we have a block wall with an RV gate on the street side.

utterance: Oh.

utterance: That's where they hit.

utterance: Oh. #Uh, that's really something. You don't have that happen every day.

utterance: It's something all right! It's a total inconvenience and a pain in the butt!

utterance: I, I can sympathize.

utterance: Yeah.

utterance: Well let's get your claim started. Can you confirm the address where the accident took place?

utterance: #Um, my address is two nineteen Maple Avenue, San Diego, California.

utterance: Thank you.

utterance: Your welcome.

utterance: Now I'll need some information about the incident.

utterance: Okay. I'll tell you what I know. I didn't see it.

utterance: That's fine. Now you said there was a accident that caused damage to your block wall. Correct?

utterance: That's right.

utterance: And when did this happen?

utterance: Today, about two hours ago. The neighbors called nine one one.

utterance: Okay. So July twenty-seventh, two thousand twenty-one.

utterance: Right.

utterance: And it was about two hours ago so around one PM?

utterance: Yes. I think so. You can see the exact time on the police report.

utterance: Thank you. And was there any other damage to your home, besides the block wall?

utterance: Yes. The patio was damaged - hit hit one of the posts and the roof has fallen.

utterance: Okay. Anything else that you know of?

utterance: Well, there's damage to the pavers and the furniture. And he also hit our outside kitchen.

utterance: Oh my! It's a good thing you weren't home.

utterance: You better believe it!

utterance: And I already confirmed the address is your main residence?

utterance: Yes.

utterance: Anything else?

utterance: Not that I know of, but we just got home.

utterance: I understand. If you find anything else that was damaged, just let us know.

utterance: Okay.

utterance: We'll schedule an adjuster to come out and look at the damage.

utterance: Yeah. Maybe he'll see things I didn't.

utterance: Yes. He'll do a complete check of the structure and also make sure it didn't damage the house itself.

utterance: Great.

utterance: Okay you're claim has been lodged and it you can hold just a moment longer, I'll have a claim number for you.

utterance: Thank you.

utterance: Okay. Just a minute now.

utterance: Take your time. I'm not in a hurry.

utterance: Thanks, How's the rest of your day going?

utterance: It was going great until we got home .

utterance: I bet!

utterance: Yeah. I'm still kinda in shock. I guess we were lucky.

utterance: Yes. I think maybe so.

utterance: Is there another way to file a claim besides calling into the, helpline?

utterance: Yes. You can always file a claim online.

utterance: Oh.

utterance: Do you have your online account set up?

utterance: No. Not yet.

utterance: Would you like me to walk you through it?

utterance: No, thank you. I'm not inside right now.

utterance: I understand. Okay. I have your claim number.

utterance: Great.

utterance: Are you ready to write it down? You'll need this claim number when you are corresponding or speaking with us.

utterance: I'm ready.

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

utterance: Got it, thanks.

utterance: All right then, Jackson. Is there anything else I can help you with right now?

utterance: Well, will I get a call about the, adjuster?

utterance: Yes they will call you directly to set up an appointment.

utterance: Oh, perfect!

utterance: Again, I'm sorry about the accident and I'm glad no one was hurt.

utterance: Thanks. We'll wait for your call. Good-bye.

utterance: Good-bye and thank you for being a Rivertown Insurance customer.


utterance: Rivertown Insurance. This is Ted. Can I help you?

utterance: #Um, yes. I'm looking for new car insurance.

utterance: Well, it just so happens that I can help you with that.

utterance: Yeah? I'm looking for quotes for my new car.

utterance: Ooh. That's exciting!

utterance: Yeah. It's not brand new, but it's new to me.

utterance: Who am I speaking with?

utterance: My name is Sam Noah.

utterance: Hello, Sam. Are you a customer with us already or a you a new customer?

utterance: I have a homeowner's policy with you.

utterance: Very good. Can I verify your account?

utterance: S-sure.

utterance: Okay Sam, I'll need your birthdate and your account number.

utterance: Okay. It's January fifth, nineteen ninety-one.

utterance: Got it.

utterance: My account number is four one six, three one six, two two.

utterance: Thank you very much.

utterance: No prob.

utterance: Now we have three types of coverage, Basic, Preferred and Complete Auto plans.

utterance: All right.

utterance: Basic is liability coverage only and costs one thousand dollars per year. This is the minimum insurance allowed.

utterance: Okay and the next one?

utterance: The premium for the Preferred Auto Plan is fifteen hundred.

utterance: What does that cover?

utterance: It covers liability and collision.

utterance: So it pays me to fix the car or replace it?

utterance: That's right.

utterance: Okay. So then what is the Complete Auto Plan?

utterance: It covers liability and collision. It also covers windshield replacement, a rental car, and an accidental death policy.

utterance: Well that would be worth the extra five hundred bucks to me.

utterance: I know, right? The rental car and windshield replacement could cost five hundred each.

utterance: Yes. So let's sign me up for the Complete Auto Plan.

utterance: Great! I need a little info to get the process started.

utterance: Yep.

utterance: All right. I need to know the year, make and model of your new car, Sam.

utterance: It's a two thousand eighteen Chevy Silverado three-quarter ton pickup truck.

utterance: Okay, and what's the current mileage?

utterance: Twenty thousand thirteen miles.

utterance: Okay, and what is your preferred contact method? By phone or e-mail?

utterance: By phone.

utterance: And your phone number is?

utterance: Three oh three, six one nine, two two three four.

utterance: Great! Now let's get you insured.

utterance: Thanks.

utterance: Did you want to pay monthly or yearly?

utterance: Monthly.

utterance: Okay Sam, that will be one two equal payments of one hundred sixty-six dollars and sixty-six cents.

utterance: Okay. That's doable.

utterance: If that's all right, then I'll need to collect your first month's premium.

utterance: Okay.

utterance: How did you want to pay? We accept credit cards and debit cards.

utterance: I'll pay by debit card.

utterance: Okay, when you're ready, Sam.

utterance: four three four two, five one nine oh, zero, zero one three, nine six eight three.

utterance: And the expiration date?

utterance: Ten twenty-two.

utterance: And the three digit code on the back?

utterance: Seven eight nine. I never forget it. .

utterance: I wouldn't either.

utterance: #Um, what was the amount again?

utterance: One hundred sixty-six dollars and sixty-six cents.

utterance: Thank you.

utterance: Your very welcome. I have a confirmation number if you need it.

utterance: Could you email me a receipt or the confirm number?

utterance: Sure. What email address do you want me to send it to?

utterance: #Uh, it's noahsthree zero at yahoo dot com.

utterance: That's noahsthree zero at yahoo dot com?

utterance: Yep, that's right.

utterance: Okay, I'll send it right away.

utterance: Great.

utterance: Your payment is due on the three rd of the month.

utterance: Okay. That will work.

utterance: You can also set up an online account and manage your policy online.

utterance: Huh?

utterance: Yes. #Um you can pay your bill, file a claim and get proof of insurance.

utterance: Okay. That sounds good.

utterance: You can also set up automatic payments there, as well.

utterance: Wow. You've been great. Thanks for making all of this so easy.

utterance: That's what I'm here for.

utterance: Well, I think this went very smoothly.

utterance: We aim to please.

utterance: Thanks again, Ted.

utterance: If you'd like to fill out a survey about your service, stay on the line.

utterance: Will you get credit for it, if I do it.

utterance: Yes. It will be about my service for you today.

utterance: Okay. Why not?

utterance: Okay, just stay on the -.

utterance: Wait! I forgot! I wanna change the mailing address on my account!

utterance: Oh, I should have asked you to confirm that.

utterance: That's okay. Please change the address to P.O. Box four three four. The city and state stay the same.

utterance: Gotcha. Now is there anything else I can help you with?

utterance: Nope. That's really it now.

utterance: Okay Sam, stay on the line for the survey.

utterance: Will do.

utterance: Thanks for calling Rivertown, Sam. Have a super day!

utterance: B- bye, Ted.


utterance: Hello.

utterance: Hello. I

utterance: Yes? What can I help you with today?

utterance: I have a bit of an unusual question. I I'm w-wondering whether I can insure my rabbit?

utterance: Your rabbit?

utterance: Yes. Pickles.

utterance: You have a rabbit named Pickles?

utterance: #Uh huh. You see. I-I'm a professional magician. Actually, it started out as just a hobby, but then I developed a real talent for it and I started working at birthday parties, anniversaries, graduations

utterance: I understand. So-

utterance: So, anyways my rabbit, Bunny.

utterance: I'm sorry, I must have misunderstood. I thought I thought you said your rabbit was named Pickles?

utterance: Oh, right. Yes. Pickles is my new rabbit. Bunny was my previous rabbit.

utterance: Okay, and you would like to insure Pickles?

utterance: Yes. Pickles.

utterance: Okay, well I can certainly help you with that today.

utterance: I never had any insurance for Bunny. So, I just want to do things right by Pickles.

utterance: Yes. Well, I will need some information from you.

utterance: Sure, what do you need from me?

utterance: Let's start with let me see do you have any other insurance plan with us?

utterance: #Uh yes. My home insurance is with you.

utterance: Okay then. That's a good start. Could you please provide me with your customer number?

utterance: Oh, sorry. I don't Can I just get that plan from my-my drawer? I didn't realize that I might

utterance: That's alright. I'll wait while you go get it.

utterance: Okay. Have it right here.

utterance: I'll need the eight digit number

utterance: Where am I looking? Oh, sorry. Didn't mean to interrupt.

utterance: Not a problem. It's on the top right corner of the first sheet.

utterance: #Uh I don't I just don't see - Oh wait. Does it start with the number nine?

utterance: Yes, that's right.

utterance: Okay. I've got it. Nine-three-one-four-one-eight-nine-five

utterance: Alright. Let me just read that back to you.

utterance: Sure.

utterance: Nine-three-one-four-one-eight-nine-five.

utterance: That's right.

utterance: Okay and your first name?

utterance: Bob Melding. Oh, Bob.

utterance: And your last name? I didn't catch it.

utterance: Melding.

utterance: Alright, then mister Melding. I just need date of birth and then we can proceed to insure Pickles.

utterance: #Um. Date of birth? Let me see. I got Pickles about six months ago and she would have been about four months maybe five months. You know I'm really not sure when her birthday is

utterance: Oh, no. mister Melding. I should have been clearer. I just want to confirm your birthday for the account.

utterance: Oh, my birthday. Yes, well my birthday is July seven, nineteen eighty.

utterance: Very good. Okay. Now, as far as pet insurance we have the Basic Plan and the Preferred Plan.

utterance: How much are those? How much do they cost?

utterance: The Basic Plan is five hundred dollars and the Preferred Plan is one thousand dollars per year.

utterance: Per year? I-

utterance: We can bill it monthly if you prefer, but the quotes are provided on an annual basis.

utterance: Oh, okay.

utterance: Now, you mentioned that your rabbit Pickles -

utterance: Right, Pickles.

utterance: Right, Pickles. You use him, sorry her in your work. Do you ever travel to perform?

utterance: I have gone out of state a couple of times for anniversary-

utterance: In that case, if you're working out of state, I would recommend that you use the get the Preferred Plan.

utterance: What's the difference between the two plans?

utterance: The main differences are that the Preferred Plan would cover Pickles when she goes out of state. You would also get unlimited accident coverage, whereas under the Basic Plan you would

utterance: #Um you mean under the Preferred Plan?

utterance: Right, under the Basic Plan you would have an annual deductible of five hundred dollars for accident coverage

utterance: And under the Preferred Plan?

utterance: Under the Preferred Plan Pickles would have unlimited accident coverage.

utterance: I see.

utterance: You mentioned something about going out of state?

utterance: Right. yes. The Preferred Plan would extend your coverage I mean Pickles coverage when you travel out of state for

utterance: For business or pleasure?

utterance: That's right. For business or pleasure. You would have out of state coverage under the Preferred Plan.

utterance: Okay. Yes. I think that's the right one for us.

utterance: Good. So mister Melding. I just need to confirm a few additional details.

utterance: Go ahead.

utterance: You're still at twenty-five Bloordale Crescent Unit two-oh-six?

utterance: Oh, no. Wait. You know, I just realized-

utterance: Yes.

utterance: I I'm still in that building but I've moved to a different floor. I'm in Apartment seven-oh-one

utterance: Oh, alright. That's easy to change. Okay. So twenty-five Bloordale Crescent, Apartment seven-oh-one.

utterance: Right.

utterance: And what is - what is the best number to reach you at? Or, if-if you'd like we can use email instead?

utterance: Phone is fine. Area code five-one-eight. Two-two-three-seven-oh-nine-seven.

utterance: Great. We're almost finished. I'll just go over the details. I confirm that you have selected Preferred Plan Pet Care for Pickles effective today for a term of one calendar year.

utterance: That's right.

utterance: We have a credit card on file. Would you like us to charge the payments to that card?

utterance: #Um. yes. #Uh, what date of the month would the payments go through?

utterance: #Uh, let me see. Let me just check

utterance: Maybe-

utterance: Yes?

utterance: I'm just wondering if the payments could go through on the same date as the I mean the monthly home insurance

utterance: You'd like to have the home and pet insurance processed on the same date of the month?

utterance: Yes, if that's okay.

utterance: Of course we can do that for you.

utterance: Let me see. The home insurance goes through on the first of the month.

utterance: Okay, right. So let's do both on the first of the month.

utterance: Done.

utterance: Good. And, I forgot what you said. What the monthly amount is?

utterance: Right the monthly amount is eighty-three dollars and thirty-three cents.

utterance: Right. per month?

utterance: That's right. Per month. Is there anything else I can help you with today?

utterance: No, I think that's all. You've been very helpful. If you are ever in Albany please let me know and I'll send you some complimentary tickets for my magic show.

utterance: Thank you.

utterance: Thank you. Goodbye.

utterance: Goodbye.


utterance: Rivertown insurance. Good afternoon, this is Carey. What can I do for you today?

utterance: Yeah I gotta get some information to show proof of my policy to my work, so I guess I need to find out my account number.

utterance: Sure, sir, I can help with that. #Um.

utterance: Wait no. Not my account number, the policy number.

utterance: Okay. I'll need.

utterance: I got life insurance recently with you guys. Couldn't get my login to work on the website to find out the policy number thing.

utterance: That's fine, sir. I can help you once I get some information from you to pull up your account.

utterance: Okay then.

utterance: What is your name, sir?

utterance: Victor Romano.

utterance: What's your date of birth?

utterance: It's December fifth nineteen sixty nine.

utterance: And may I have your customer number?

utterance: #Uh is that the same as the policy number?

utterance: No, it's associated with your account, not your specific policies.

utterance: Well I don't know that, either. I guess I can try to find my last bill.

utterance: Don't worry, sir, I can still get your account pulled up with other information.

utterance: Okay, good.

utterance: Can I have your phone number?

utterance: Don't you guys have caller ID?

utterance: #Um yes sir, but the number you're calling from may not be the number associated with your account.

utterance: Oh, yeah. You're right. This is my work line. I think you have my account with my cell number.

utterance: So, may I have that number please, mister Romano?

utterance: Yeah, sure. #Uh hang on.

utterance: Okay, sir.

utterance: It's five two three six eight two. Nine three eight four. Had to think about it, you know? I don't usually need to call myself.

utterance: That's okay, sir, I do that sometimes, too.

utterance: Glad I'm not alone.

utterance: #Um next I'll need your social security number.

utterance: Okay, that I know.

utterance: Good!

utterance: Three two six five nine eight two one six.

utterance: Great, thank you. Last, I have a security question for you. What's the name of your high school?

utterance: Stuyvesant High.

utterance: Alright, sir, I have your account up now.

utterance: Okay, thanks.

utterance: Of course. Now I see you have a few policies, is there a particular one you need the number for?

utterance: Yeah, the life insurance.

utterance: Okay. I see you're signed up for our Term Life Insurance plan.

utterance: Yeah, that's right.

utterance: Your policy number is six two three four eight two nine five.

utterance: One second. Need to grab a pen.

utterance: Sure, sir.

utterance: I'm back. Sorry,. Wasn't prepared.

utterance: It's not a problem, mister Romano.

utterance: Can you repeat that number for me?

utterance: Of course. It's six two three, four eight two, nine five.

utterance: Six two three?

utterance: Mhm.

utterance: Four eight two.

utterance: Nine five.

utterance: Ninety five. Got it.

utterance: Do you need your customer account number as well?

utterance: #Uh no I don't think so.

utterance: Okay, sir.

utterance: You know, what, actually yeah. Just in case, you know?

utterance: Sure, of course, sir. Are you ready?

utterance: Yep.

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

utterance: That was four two four three

utterance: #Ah eight six nine three.

utterance: Eight six nine three. Thanks.

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

utterance: Yeah, can you remind me what my policy does?

utterance: Certainly. Term life insurance will pay a benefit to whoever you choose upon your death under certain circumstances.

utterance: Doesn't all life insurance do that?

utterance: Yes, but our other policies also allow you to cash in on your policy when you need to.

utterance: Oh that's good.

utterance: And our other policies also last your entire lifetime.

utterance: And term doesn't?

utterance: No sir, it's only for a certain amount of time.

utterance: Oh okay. My wife told me what to pick, so I didn't know.

utterance: Well if you're interested, you can always upgrade to one of our permanent policies.

utterance: What are they?

utterance: Whole Life Insurance and Universal Life Insurance.

utterance: What's the difference?

utterance: Whole life has fixed premiums and it guarantees a build up of cash value. It's consistent.

utterance: Okay. And the Uni- Universal?

utterance: Universal has more flexible premiumiss and you can adjust the value of your death benefits.

utterance: What's the downside to that?

utterance: #Ah it has a shifting interest rate that depends on how the market's doing.

utterance: Okay so this is more like investment stuff.

utterance: Right, sir.

utterance: What's the price differences? To what I'm paying now?

utterance: I can get an exact quote sent to you based on your circumstances, but right now you're paying five hundred a year for Term.

utterance: Yeah.

utterance: The Whole Life starts at eighteen hundred dollars a year, and Universal Life starts at twelve hundred a year.

utterance: Oh okay. That's quite a bit.

utterance: Are you interested in a quote?

utterance: Does it take much time?

utterance: I would need to ask you a few more questions to pass on to one of our policy specialists so they can generate a quote.

utterance: I don't think I have the time today.

utterance: That's fine, sir.

utterance: Maybe you can have someone call me? About a quote?

utterance: Of course, sir. Would tomorrow work for you?

utterance: #Uh how about Friday afternoon?

utterance: Great. Someone will call you on Friday between one and three p.m. Is that okay?

utterance: Yep, that'll work for me.

utterance: Excellent. Is there anything else I can help you with today, mister Romano?

utterance: No ma'am. That about does it.

utterance: Great. Thank you so much for calling us today. You have a great day!

utterance: Yeah thanks. You too. Bye.

utterance: Goodbye, sir.


utterance: Good morning, this is Hailey with Rivertown Insurance.

utterance: Good morning, Hailey! How is your day going?

utterance: Very, well, thank you for asking. How are you today, sir?

utterance: Can't complain.

utterance: That's nice to hear. How can I help you out today?

utterance: I'm calling to get a life insurance quote.

utterance: Okay, wonderful. I would love to help you with that. Are you already a customer with Rivertown?

utterance: No ma'am. I'm just looking around for the best rate.

utterance: Of course. I just need to get some information from you today to pass on so that we can get you a quote.

utterance: Okay, that sounds good.

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

utterance: Jack Gallant.

utterance: Thank you, mister Gallant. What state do you live in?

utterance: New York.

utterance: Alright. And your date of birth?

utterance: Sure, it's five, eight, ninety-five.

utterance: Oh! Getting ahead, huh?

utterance: What do you mean?

utterance: I don't usually get a lot people shopping for life insurance before their thirties.

utterance: Oh, yep, just figured it's better to be safe than sorry.

utterance: Definitely. And what is your sex, sir?

utterance: #Uh what?

utterance: It's on the list of questions I have to ask.

utterance: Well male.

utterance: Okay. What is your height and weight?

utterance: #Uh I'm six one and one hundred and seventy six pounds, last I checked.

utterance: And are you a tobacco user?

utterance: No ma'am.

utterance: And how would you classify your health?

utterance: What do you mean?

utterance: Would you say it's poor, average, good, excellent?

utterance: Oh good, I'd say. Closer to very good, if that's an option. .

utterance: I'll mark it as good.

utterance: Has anyone ever told you when it's poor?

utterance: Not really. Nobody wants to admit that.

utterance: How do you actually find out?

utterance: If you sign up for a policy, we would send you to a doctor for a physical exam.

utterance: To my own doctor?

utterance: No, we have specific doctors and clinics we send our policy holders to, all over the country.

utterance: Oh okay.

utterance: Last health related question, mister Gallant. Do you have any preexisting conditions?

utterance: No, not that I know of.

utterance: Great! So, do you know what level of coverage you'd like?

utterance: #Uh not really. I'm not sure what levels there are.

utterance: Okay, I can go over the policies we offer with you.

utterance: Cool, sounds good.

utterance: So we offer Term Life insurance, at a base price of three hundred dollars per year, our most affordable plan.

utterance: What's Term mean?

utterance: It's insurance that lasts for a set amount of time, usually between ten and thirty years. #Um if the policy holder passes away during the policy's term period, it'll pay out benefits to the beneficiaries.

utterance: And that's the most basic type?

utterance: Yes, sir. Term's only value is that it pays out upon the policy holder's death, if the policy holder lives past the termiss nothing is paid out.

utterance: But don't all life insurance policies do that?

utterance: They do, but funds in more comprehensive plans can actually be accessed while the policy holder is still alive.

utterance: And Term is the cheapest?

utterance: Yep. Premiums tend to remain the same with Term, and it's definitely the least expensive option.

utterance: What are my other choices?

utterance: Well, there's Whole Life insurance which lasts for your entire life, and it starts at eighteen hundred dollars a year. Although it's more expensive over time, it also grows in value over time.

utterance: That's pretty cool.

utterance: Right. And like I said you can access money from it and usually the growth is tax deferred.

utterance: That means the IRS doesn't tax it?

utterance: Yes. While it's growing, but they can tax it if you cash in.

utterance: It's kind of pricey. And you said the cost goes up over time?

utterance: Yes, though you would likely be able to lock in a lower overall premium since you're young.

utterance: Good to know. What's the other plan?

utterance: Universal Life Insurance, which has a base price of twelve hundred per year. It allows for more flexible premium payments and you can make adjustments to your death benefits. It's not as fixed as Whole.

utterance: And what kinds of deaths do these policies cover?

utterance: Oh accidental, natural causes, and homicide. #Um unless your beneficiary is responsible.

utterance: Yeah, I guess that would change things. #Uh what does it not cover?

utterance: If there's fraud when you sign up or if you pass away while committing a crime, then the policies usually don't pay out.

utterance: Okay. And when you said these were base prices, does that mean the cost will go up for all of them?

utterance: Yes sir. Your premiums will change depending on some of the health factors I asked you about, the results of your physical, and any other life risks.

utterance: Oh in that case I should probably tell you about my job. Since it'll probably change the quote a lot.

utterance: #Um okay, sir. We don't usually ask

utterance: It's the main reason I'm shopping for life insurance, actually.

utterance: Oh, okay. What is your job, then sir?

utterance: I'm a daredevil.

utterance: #Uh sorry?

utterance: I do, you know, stunts and well it's mostly physical stuff and I do trick motorcycle riding, too. For a living.

utterance: #Ah I see.

utterance: Yeah I started as a stuntman in a couple movies and was covered by a union, but now I'm working with an independent traveling entertainment company. So I've got to get myself covered.

utterance: Wow. That's an interesting career.

utterance: It's kind of a dangerous job so I'm looking into life insurance. Do you think that'll affect the price?

utterance: #Um yes, it will likely affect your premium and possibly your eligbility.

utterance: Oh, really?

utterance: We do insure people in dangerous careers, so depending on other factors it may be fine.

utterance: Good. My other quotes have been pretty high.

utterance: Right. Well I've made a note of your job for your quote. #Um do you know which of the plans we talked about that you're most interested in?

utterance: The middle one, I think? Uh, Complete? It'd be nice to borrow from it if I needed it.

utterance: Okay, Whole Life. I've noted that.

utterance: Cool, thanks.

utterance: Once we've created your quote how would you like to be contacted? By email or phone?

utterance: Phone's good.

utterance: Perfect, can I have your number?

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

utterance: Thank you, mister Gallant. We should have a quote for you by the end of the week.

utterance: That's great, thanks for your help.

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

utterance: No ma'am, that'll do it. Thanks again.

utterance: Of course. Have a nice day.

utterance: You too. Bye.

utterance: Bye now.


utterance: Hi, this is Beth with Rivertown Insurance. How may I help you today?

utterance: Hello. I got something in the mail from you. A bill I guess. I need to take care of it.

utterance: Sure, I can help you with that.

utterance: It's my first bill with your company. It says I could call to pay.

utterance: Okay. Well I need to get some information from you, and then I can help you out with that.

utterance: Why?

utterance: I'm sorry?

utterance: Why can't you just help me?

utterance: O-oh we need to confirm your identity to make sure nobody else is trying to access your account.

utterance: Who would do that?

utterance: #Ah I'm not sure, it's a security measure. And we'll need your personal information anyway to get your bill paid.

utterance: Well, fine. Go ahead.

utterance: May I have your name and date of birth, sir?

utterance: Horace Webber. November fifth, nineteen forty three.

utterance: Thank you, mister Webber. And may I have your phone number?

utterance: You want my home number or my cell phone?

utterance: Whichever is attached to your account, please.

utterance: Okay, I think it's my cellular number.

utterance: Then what is that, sir?

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

utterance: Great, thank you. Now I'll need your social security number.

utterance: Why's that?

utterance: It's part of what we need to confirm your identity, mister Webber.

utterance: Well I'm not comfortable with that.

utterance: That's fine, sir. We can find another way.

utterance: You already said other people could access my account. I don't want anybody to have my social.

utterance: Okay sir. We can confirm with other information. Do you have your customer number? It's.

utterance: What's that?

utterance: It's the eight digit number underneath your name on your bill.

utterance: Alright hold on, let me get it.

utterance: Yes sir.

utterance: I have it. It's the eight numbers you said?

utterance: Yes.

utterance: Okay. Three eight two six seven two two nine.

utterance: Thank you, sir. Now did you want to pay your bill?

utterance: Yes.

utterance: I can certainly help with that.

utterance: Thank you.

utterance: Can you tell me what the billing period is?

utterance: #Uh looks like last month.

utterance: What are the exact dates?

utterance: Oh June fifth to July fifth.

utterance: Thanks, sir. And can you tell me your Bill ID number?

utterance: W- where's that?

utterance: It'll be the six digit number to the left of the amount you owe on your bill.

utterance: Okay. Here it is. It's three four two. Eight four eight.

utterance: Thank you, give me one moment to pull up your bill.

utterance: Alright.

utterance: Okay, sir, I have that pulled up. Do you want to pay with a credit card or your bank account?

utterance: I usually pay bills with a check.

utterance: Technically, sir, that's the same as using your bank account. It's the same information. You just tell it to me and I'll handle the payment.

utterance: Hm. Is that safe to do?

utterance: Yes sir.

utterance: Guess it's easier than sending a check in the mail. I would've done that, but I'm close to the due date.

utterance: It's fine, sir. We can do it all over the phone.

utterance: Alright.

utterance: Would you like to use your checking account, then?

utterance: Yes please.

utterance: What's your account number?

utterance: Well hold on again, let me get a check to look at.

utterance: Okay, sir.

utterance: It's the longer number right?

utterance: Yes.

utterance: It's six two six four five.

utterance: Six two six four five.

utterance: Eight two three two nine.

utterance: Eight two three two nine.

utterance: Actually, no, it's two three. Sorry.

utterance: So it's six two six four five eight two three two three?

utterance: Yes, that sounds right.

utterance: Great, thanks. And what is your routing number? That'll be the nine digit one.

utterance: Oh okay. It's two two, six eight three, four five six two.

utterance: Okay, sir, I got it.

utterance: #Uh, okay, what now?

utterance: I'm submitting your payment information now.

utterance: O-okay.

utterance: Okay, mister Webber, that payment is submitted.

utterance: Alright. Thank you.

utterance: Your confirmation number is six two six three eight nine two.

utterance: #Uh can you repeat that?

utterance: Of course. It's six two. Six three. Eight nine. #Uh two.

utterance: Alright. #Uh is this how I should pay in the future? Or can I mail a check somewhere?

utterance: #Ah well, you can call or mail your check using the pre-paid addressed envelope we include with your bill.

utterance: Oh, didn't notice it.

utterance: We try to make it convenient for you, sir. I do suggest you try to send payments at least a week before the date, in case of postal delays.

utterance: I know how to mail a check.

utterance: Of course, sir. #Ah if you'd like another convenient way to pay, you can also do so on the website or with the app.

utterance: I don't use apps and I don't like to pay for things on the internet.

utterance: Well we can certainly help you if you'd like to continue paying over the phone.

utterance: Paying for things on the internet isn't safe.

utterance: Our website is very secure, sir. If you're interested, I can help you set up an account.

utterance: Maybe some other time. I can't stay on the phone all day.

utterance: I understand, sir. Is there anything else I can do for you today?

utterance: No, no that's it.

utterance: Okay, well thank you for calling. I hope you have a nice day, sir.

utterance: Thank you, you too. Goodbye.

utterance: Goodbye, sir.


utterance: Rivertown Insurance, this is Michael.

utterance: Hi Michael, how are you today?

utterance: I'm fine. How are you doing?

utterance: Great, thank you for asking.

utterance: What can I do for you today?

utterance: I'm hoping to get proof of my car insurance.

utterance: Sure, I can do that for you.

utterance: Great. I lost my wallet, which is where I usually keep it.

utterance: Oh I'm sorry to hear that.

utterance: Guess I should keep a copy in my car.

utterance: Well, I can certainly help you get one.

utterance: Thanks.

utterance: But let's start with some information from you, sir.

utterance: Okay.

utterance: Can I get your full name?

utterance: Yeah sure. Nick Jones.

utterance: And your date of birth?

utterance: #Uh May fourteenth, nineteen eighty seven.

utterance: Thank you, sir. And your customer number?

utterance: Oh I don't know. Where can I find that?

utterance: Well if you have a paper copy of a billing statement.

utterance: I don't.

utterance: Okay

utterance: I think I have the paper option turned off.

utterance: That's okay. Do you use the website or the app?

utterance: Yeah, both.

utterance: On the website it'll be the eight digit number under your name.

utterance: Oh okay.

utterance: Then on the app it's available under info on the side menu.

utterance: Thanks, one second.

utterance: Sure, sir.

utterance: I'm back. So, my customer number is four two four six eight nine two three.

utterance: And will you answer a security question for me?

utterance: Sure.

utterance: What is your mother's maiden name?

utterance: It's Smith.

utterance: Okay sir. Thank you. Can I also get your policy number?

utterance: #Uh I'm on the website. Where is that?

utterance: It'll be another eight digit number, but it will be on the summary page for your policy specifically.

utterance: Oh, okay. #Uh that one is six two two nine, four four seven one.

utterance: Thanks, mister Jones. And I see you're signed up for our Complete Auto plan, correct?

utterance: Yep, that's right.

utterance: Okay. So you have two options for receiving your proof of insurance.

utterance: Oh yeah?

utterance: Yes, I can either mail you a physical copy or email it to you.

utterance: Is there a difference between them?

utterance: Not at all.

utterance: And would I just print the digital one myself?

utterance: Yes, it might be a more convenient option for you.

utterance: Do you know if I can just show a picture of it on my phone when necessary?

utterance: #Ah I'm not sure on that. It might be better to have a physical copy, regardless.

utterance: Yeah, true. I guess it'd depend on the circumstances.

utterance: Right, probably.

utterance: If it were mailed, what's the turn around time on that?

utterance: #Ah it would arrive in three to seven business days.

utterance: And does it cost me anything? A fee or shipping?

utterance: No sir, it's a free service we provide.

utterance: Huh. You know what, let's go with a digital copy. Then I can just print several right away.

utterance: Okay, sir, we can do that.

utterance: Thanks. I just don't want to wait for one in case something happens before I get it.

utterance: I totally understand. Let me get this request set up.

utterance: Sure.

utterance: Can you confirm your email address for me, sir?

utterance: It's mike.c.jones at youmail dot com.

utterance: Got it, sir. The request is in and that email should be sent very soon.

utterance: Okay, thanks.

utterance: You're welcome.

utterance: I did check on the website, but I didn't see an official copy there.

utterance: Right. Sorry about that, we always generate an up to date copy when requested.

utterance: Oh, okay.

utterance: If you look under tools next time, though, there's a request button.

utterance: Oops, must have missed that.

utterance: It'll just confirm your email and send you a copy.

utterance: I should've looked harder. Sorry for wasting your time calling.

utterance: It's no problem at all mister Jones, I'm here to help.

utterance: I appreciate that.

utterance: If that email doesn't arrive within a few hours, just give us a call back.

utterance: Actually, I think I got it.

utterance: Oh, good.

utterance: Hang on a second.

utterance: Okay, sir.

utterance: Yep, I have it now.

utterance: That's great!

utterance: Thank you again for your help.

utterance: Of course, mister Jones. Is there anything else I can do for you today?

utterance: No, I think that covers it.

utterance: Well thank you for calling sir.

utterance: Sure.

utterance: And if you're willing to remain on the line there'll be a short survey regarding your service today.

utterance: Oh okay, yeah I can do that.

utterance: It'll ask who helped you, so just a reminder my name is Michael.

utterance: Okay Michael. I'll be sure to give you a good review. .

utterance: Thank you, mister Jones.

utterance: No problem. Thanks again. Have a good one.

utterance: You too, sir. Bye now.

utterance: Bye.


utterance: Hi this is Marco with Rivertown Insurance. What can I do for you today?

utterance: Yeah, I'm calling about a billing error.

utterance: Okay, I can help you with that.What is your name sir?

utterance: Mike Pratchit.

utterance: Is that p. r. a. t. c. h. e. t. t?

utterance: No, it's p. r. a. t. c. h. i. t.

utterance: Got it, thank you. And what's your customer number?

utterance: It- it's three six four nine two three five one six three.

utterance: Oh, it'll be an eight digit number, sir. You can fi-find it online under your username, or on the top right of your billing statement.

utterance: Oh, okay, sorry. #Uh I have this written down, but I don't know what this number is then. Hang on a minute.

utterance: Not a problem sir.

utterance: Okay, I'm back. Had to find my bill.

utterance: That's fine.

utterance: They never asked me for my customer number when I called before. But it's four six eight two two nine three seven.

utterance: Thank you. And last.

utterance: Wait, sorry misread. That's nine three six.

utterance: Got it. And last question, can I get your birthday?

utterance: Yeah, sure, it's May ninth, nineteen seventy five.

utterance: Alright mister Pratchit, what kind of billing problem are you having?

utterance: I'm being charged extra for my auto insurance premium every month.

utterance: What's the amount you're overpaying?

utterance: Forty dollars.

utterance: And this has happened before?

utterance: Yeah. Ive had to call about this for the last three or four months. I'm pretty fed up to be honest.

utterance: I'm sorry for the trouble, sir. Give me a moment please to look up your call history with us.

utterance: Okay.

utterance: Alright, I see you've called three times about this issue. I'm so sorry it hasn't been resolved.

utterance: Yeah, me too.

utterance: I see our agents have been crediting your account for the extra amount.

utterance: Right, but that doesn't help when it keeps happening. I want to just be charged the correct amount!

utterance: I understand, sir. Let me open a new claim for you. One moment please.

utterance: Uh-huh.

utterance: Okay, sir, I've made a whole new claim for this issue since it hasn't be solved yet.

utterance: Will that help?

utterance: It should give it some urgency since it'll be classified as a new problem, though I'll look into this myself before I send it to another department.

utterance: Like who?

utterance: Well, this could be a technical problem with our system, so I would escalate it to our tech department.

utterance: I've been told that before.

utterance: Really? Oh, yes it looks like this has gone to tech support a couple times. They told you it was definitely a tech issue?

utterance: Yeah. But I never heard anything else and it's happened two more times since they told me that.

utterance: What I'm seeing is that our tech support investigated and it's not actually a tech issue. You weren't told that?

utterance: No one said anything about it.

utterance: Huh. Okay, that's strange. Someone definitely should've mentioned that when you called again.

utterance: Well, they didn't. And I just keep getting charged. It pulls the money automatically.

utterance: I see. You seem to be signed up for automatic billing.

utterance: Yeah, that sounds right.

utterance: Would you like to cancel automatic payments? That way if the issue continues you won't have to worry about it charging you automatically.

utterance: #Uh yeah, sure. Let's do that.

utterance: I'll make that change now.

utterance: Okay. Will it be permanent? Or can I switch back to autopay later?

utterance: You'll be able to switch back whenever you want.

utterance: Good. It's convenient. When I'm not being overcharged.

utterance: Right. Okay sir, that change is made.

utterance: Okay, thanks. How do I turn it back on later?

utterance: Do you use the website or the app?

utterance: Website.

utterance: It's on the website under payment options. There's a button you can click to turn it on or off.

utterance: Alright then.

utterance: Let me give you your new claim number so you can refer to it directly if you have to call again. Hopefully it won't. But it's six eight two three nine five two one seven three.

utterance: Let me write this down. It was six eight two three?

utterance: Yes. Nine five two one seven three.

utterance: Nine five two one se- seven three?

utterance: You've got it, sir. I'm going to go over your other records now and see if I can get to the bottom of your billing issue.

utterance: Yeah, okay. I dunno what you're gonna be able to do that the other people I talked to couldn't.

utterance: Your policy has a single driver and only one vehicle on it. Is th- that correct?

utterance: Yeah.

utterance: According to your driving record and other factors there's no reason for you to be charged that extra forty dollars.

utterance: Right, exactly.

utterance: So going back further in your payment history, before three months ago you were paying more in total than the amount that you're being overbilled now.

utterance: #Ah yeah, that's right.

utterance: Did you remove another vehicle from your policy at that point?

utterance: Yeah, I removed my wi- ex wife and her car from the policy then.

utterance: Oh, okay.

utterance: We got divorced. So I took her off my policies.

utterance: I see. Did any other agents you talked to bring this up before?

utterance: #Er no, nobody's mentioned it. Why?

utterance: I think the problem might be related to that, but in your profile I'm not seeing your wife or her vehicle.

utterance: What's that mean?

utterance: I'm not sure. Your profile should have the most up to date information. #Uh.

utterance: What can you do about it?

utterance: I'm going to see what actual claims and changes are attached to your account in our system.

utterance: Wouldn't tech support have figured that out?

utterance: #Uh not if it's not a technical problem. It could be human error.

utterance: Like whoever made the changes to my account messed up?

utterance: Yes sir. That's what I'm checking for. Oh, okay yes. It looks like your profile was changed but the system wasn't.

utterance: What do you mean?

utterance: It's only showing the car's removal from the policy, but not your wife. You're still being charged as if she was on the policy. When the information was added, someone forgot to submit that change to the system.

utterance: And what are you going to do about it?

utterance: Well, I'll correct the error and.

utterance: No, I mean about the mistake. Will somebody be reprimanded for this?

utterance: Well, sir, I'll make a note for a manager to look into the issue.

utterance: I want someone punished! I've had to deal with this for three months. It's ridiculous! And why didn't anyone else catch this?

utterance: I don't know, sir. I'm very sorry for the trouble. I'm going to credit your account to completely cover your next month's bill.

utterance: Mhm.

utterance: And I've added that note for a manager, so this will definitely be looked into.

utterance: Good, it better be!

utterance: Well, that's fixed sir. You may want to leave autopay off for another month just to be sure the change goes through. If it doesn't, please call back and give your claim number.

utterance: I hope I don't have to!

utterance: Me too, sir. But it should be straightened out, I fixed the issue. Is there anything else I can do for you today?

utterance: No.

utterance: Thank you sir, have a great day.

utterance: Uh-huh, goodbye.

utterance: Goodbye.


utterance: Hello, this is James with Rivertown Insurance. How can I help you today?

utterance: Hi, James. I need to change my payment preference and change my security questions.

utterance: Okay, I can help with that.

utterance: Thanks. my credit card was stolen, so I just wanted to be safe.

utterance: Geez, I'm sorry to hear that's happened to you.

utterance: Yeah, it's sure been a hassle.

utterance: Sounds like it. #Um if you wanted to make this process easier, you can also make these changes online.

utterance: Oh, I know. I just would feel better confirming the changes with a person.

utterance: I get that.

utterance: Especially the payment details. .

utterance: Understandably. #Uh let's start with getting the info I need to pull up your account.

utterance: Okay then.

utterance: May I get your first and last name?

utterance: #Uh sure, it's Caroline Smithers.

utterance: And your date of birth?

utterance: August first, nineteen eighty two.

utterance: Oh, hey, happy birthday!

utterance: Thank you!

utterance: Sure. And what's your phone number, ma'am?

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

utterance: Perfect. Now can I get your social security number?

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

utterance: Great, thank you. And last, well I'll need you to answer a security question.

utterance: One last go before I change them. .

utterance: Exactly. So, can you tell me the name of your first pet?

utterance: Baxter. He was our cat.

utterance: Alright, miss Smithers. We can start by changing those security questions if you'd like.

utterance: S- sure.

utterance: So right now your questions are the name of your first pet, and your mother's maiden name.

utterance: Yep.

utterance: What other questions would you like to use? You'll need two options.

utterance: #Uh I'm bad at thinking of stuff on the spot. Do you have suggestions I can just pick from?

utterance: Yes, you could go with favorite teacher, or name of your high school, or your childhood best friend.

utterance: Huh. Let's go with favorite teacher and childhood friend.

utterance: That sounds good. What's the answer to your favorite teacher?

utterance: Professor Khatri.

utterance: Can you spell that for me?

utterance: Yep. It's k. h. a. t. r. i.

utterance: Thank you. And your childhood best friend?

utterance: Amanda.

utterance: Alright.

utterance: #Uh do you need a last name? For that one?

utterance: No, no the first name's fine. I've made those changes for you, so your security questions are now updated.

utterance: Wonderful, thank you.

utterance: Not a problem, ma'am. Now let's update your payment preference.

utterance: Great, o- okay.

utterance: Right now you are using your credit card.

utterance: Yep.

utterance: The card ending in five six two four?

utterance: That's the one.

utterance: Okay. I've now removed that card from your account.

utterance: Thank you.

utterance: Sure. So you can either add a new credit card or use your bank account.

utterance: How does that work?

utterance: #Uh using your bank account?

utterance: Yeah.

utterance: You'd just give us your account number and bank routing number and we'd pull your payments directly from your bank.

utterance: Oh, okay. Let's go with that.

utterance: Alright then. Can I get your account number?

utterance: #Uh you know what? I don't actually know it. No idea. .

utterance: Hm. We'll definitely need that. Do you have any checks handy, or can you look it up online?

utterance: Sure, I can find a check I think. Give me a couple minutes. Sorry!

utterance: Not a problem.

utterance: Okay I found it!

utterance: Perfect. I'm ready, go ahead.

utterance: Okay the number is. Wait, my checking account right?

utterance: Yes ma'am.

utterance: Okay, so it's five three one oh. #Uh oh eight one one seven. Two nine six two.

utterance: #Uh that was five three one zero, zero eight.

utterance: Wait no, just one zero. Five three one oh eight.

utterance: Oh okay, got it. Five three one zero, eight one one seven, two nine six two.

utterance: That's right.

utterance: And what is your bank's routing number?

utterance: That's the nine number thing?

utterance: Yes.

utterance: Two three six, eight four nine, nine seven seven.

utterance: Thank you for that information, ma'am.

utterance: Sure.

utterance: Alright, I've updated your payment preference. A confirmation email about these changes will be sent shortly.

utterance: O- okay.

utterance: Just to confirm, ma'am, is your email still rockingsweetcaroline at threemail dot com?

utterance: Wow, no, I didn't know it had that one. I haven't used it in a long time. Can I change it?

utterance: Yes, of course.

utterance: #Ah okay, my email is actually csmithers at youmail dot com now.

utterance: Alright, Miss Smithers, I made that change for you.

utterance: Great, thanks so much. Now I know why I never get emailed payment confirmations!

utterance: That would likely be the reason, yeah. You should get statements and confirmations through email.

utterance: That'll be more convenient than getting them in the mail.

utterance: #Ah I can change that for you, too. Switch you to email notifications only.

utterance: Yes, do that please. Now that you have the right email address.

utterance: Alright, I've done that for you, and the email about your other account changes should be arriving soon.

utterance: Okay, thank you. #Uh.

utterance: Yes ma'am?

utterance: With the bank account change, will my payment date remain the same?

utterance: Yes ma'am, it's still the tenth of each month.

utterance: Oh okay. And do the payments process quicker or slower with a checking account than the credit card?

utterance: It should be a little faster, actually, since we're pulling the payment directly from your account.

utterance: That's good, that'll be more convenient than waiting for it to show up on my statement.

utterance: Exactly.

utterance: Okay, well I think that's it today.

utterance: Alright, Miss Smithers, you don't need help with anything else, then?

utterance: No, sir. I appreciate your help.

utterance: No problem, ma'am. Thanks for your call. You have a nice day!

utterance: Thank you, bye!

utterance: Bye.


utterance: Good morning, this is Darien with Rivertown insurance. How may I help you?

utterance: Hi there, I'm looking to save some money, so I need to change my auto insurance plan.

utterance: Alright, I'm happy to help with that.

utterance: Great, thanks.

utterance: First, I just need to ask you a few questions so I can pull up your account.

utterance: Okay.

utterance: What is your name and date of birth?

utterance: Matt Gonzales and eleven ten nineteen ninety.

utterance: Thank you, sir. And what is your phone number?

utterance: Oh, it's five six three eight two nine nine three seven one.

utterance: And can you tell me your social security number?

utterance: Three two three.

utterance: Three two three.

utterance: Forty six twenty nine.

utterance: Four six two nine.

utterance: Fifteen.

utterance: One five. Thank you, sir.

utterance: Got all that?

utterance: Yes sir. Now I just need you to answer a security question.

utterance: Okay.

utterance: Who was your favorite teacher?

utterance: #Uh jeez, why did I pick that one? #Um mister Hawkins?

utterance: Yes, that's right.

utterance: Whew, glad I remembered.

utterance: So I've pulled up your account, and I see right now you're on the Complete Auto plan.

utterance: Right. The expensive one.

utterance: And you're sure you want to change to a lower tier?

utterance: I need to, unless you can give me a discount.

utterance: #Ah which plan were you interested in moving to?

utterance: #Uh the middle tier one. I think it's called the Premium plan?

utterance: Preferred Auto, okay, I can do that for you.

utterance: Sounds great, thanks.

utterance: No problem, sir.

utterance: How much money will this switch save me?

utterance: #Ah it'll be a difference of five hundred dollar as a year.

utterance: Wow, that'll help me out a lot. What does that break down to monthly?

utterance: #Um. One moment.

utterance: Okay.

utterance: So that'll be a premium of one hundred and sixteen dollars per month.

utterance: Awesome, that's much better.

utterance: Glad to help.

utterance: So what exactly are the differences in the tiers? Between Complete and the one I'm switching to?

utterance: Well sir, in an accident Preferred covers medical for you and other drivers.

utterance: Mhm.

utterance: It'll also cover the repair of vehicles involved, no matter who's at fault.

utterance: That's pretty good. It doesn't sound like much of a downgrade.

utterance: Right, it's still a comprehensive plan.

utterance: Isn't there a third option?

utterance: Yes, Basic Auto.

utterance: Is it cheap?

utterance: It is our least expensive plan, yes. But it's essentially just liability insurance.

utterance: What's liability insurance?

utterance: It's the required minimum in most states. In an accident it'll only cover damage to the other person or their vehicle.

utterance: Oh, so it doesn't really cover me or my car?

utterance: Right.

utterance: And what all does the one I'm on now cover? Complete Auto?

utterance: So Complete Auto covers what Preferred does, but also includes situations like vandalism, theft, and damage from severe weather.

utterance: Okay. Well that stuff is nice, too, but I really need to save the money.

utterance: I understand, sir.

utterance: Between Preferred and Basic which do you recommend?

utterance: Even though you're trying to save, I would still recommend Preferred over the minimum coverage plan. It's our standard plan and you'll contiue to be provided with excellent coverage.

utterance: Better to be safe than sorry, huh?

utterance: Exactly. You want to be completely covered in case of an accident. Preferred will do that, but cost you a little less than Complete.

utterance: Okay, I'm happy switching to that one then.

utterance: Great, I'll make that change in the system for you.

utterance: Thank you.

utterance: You're very welcome.

utterance: #Uh since the month's already started what happens with my next payment?

utterance: Your next payment will be prorated.

utterance: What's that mean?

utterance: You'll pay your original premium up until this change goes through, and the rest of the month will be calculated based on the new premium.

utterance: And how long will that take? To process this change.

utterance: It should take two business days.

utterance: It's not instant?

utterance: No sir, it'll have to go through an approval process.

utterance: Oh okay. Can you give me an estimate for my next payment then?

utterance: Sure, sir, give me one moment to calculate.

utterance: Okay, thanks.

utterance: So, mister Gonzales, your current payment is one hundred and fifty five dollars a month.

utterance: Right, okay.

utterance: Assuming your new plan is processed by the thirteenth, that'll be about sixty five dollars until then.

utterance: Uh-huh.

utterance: And then for the remainder of the month, it'll add fifty nine dollars. Bringing next month's total to one twenty four.

utterance: So not too much more than my new premium.

utterance: That's correct.

utterance: And the month after I'll start paying the new amount going forward?

utterance: Yes sir.

utterance: Okay, good to know. #Uh does my payment date change or anything?

utterance: No, sir.

utterance: And it's still an annual contract?

utterance: Yes, sir, the term is still twelve months from when the change goes through.

utterance: Oh so it starts over?

utterance: Right, it's treated like a new policy. You'll get a renewal notice in twelve months.

utterance: Otherwise I'm not affected?

utterance: No, sir.

utterance: Well good, thanks for your help.

utterance: Of course, mister Gonzales. Is there anything else you need help with today?

utterance: No. That'll be it. Appreciate your help.

utterance: You're welcome, sir. Thank you for your call.

utterance: #Uh, have a good rest of your day.

utterance: You too. Goodbye.

utterance: Bye.


utterance: Good morning. Rivertown Insurance. This is Jessica. How can I help you today?

utterance: Hi, Jessica.

utterance: Hi!

utterance: I called yesterday and spoke to Dylan and he gave me an auto quote.

utterance: Dylan's out of the office. Would you like to leave a message for him?

utterance: Yeah well no if I could, I'd like to go ahead and sign up and transfer my insurance over to you, and then I'll need to send a cancellation to my old current company.

utterance: I can definitely help you with that! Can I get your name and date of birth?

utterance: Yeah Jason Delgado, date of birth ten seventeen nineteen seventy three.

utterance: Great, thanks for that! Yeah, I've got Dylan's quote for you right here. So it looks like you've got two vehicles. Is that correct?

utterance: Yeah my girlfriend's Mazda and then my Silverado. Chevy Silverado.

utterance: And the Mazda is a.

utterance: Oh, yeah, sorry, it's a Mazda two, two thousand fourteen. And the Silverado's a two thousand nineteen.

utterance: And it looks like you've both got good driver discounts.

utterance: Yeah usually, I mean yeah, all the time!

utterance: No worries!

utterance: Yeah, we're safe!

utterance: Yeah, I see two clean driving records! No tickets or anything! And it looks like the Mazda is for daily commuting and the.

utterance: Yeah, I take the Mazda to work, and the Silverado is for like weekends and outings and stuff.

utterance: Yeah, they're good for that! .

utterance: Yeah, the little Mazda, it's cute and all, but it doesn't like some of those back roads. No clearance or anything. So yeah, sorry! Totally irrelevant!

utterance: You're fine! I know, my son has a little Toyota and we've warned him about some of the gravel roads around here. So yeah, one commuting vehicle and one sort of weekend recreational vehicle.

utterance: Yeah.

utterance: And did Dylan talk to you about FastApp? It's sort of like our new,

utterance: Oh, yeah, the tracking device?

utterance: Yeah, sort of! You just download it and it tracks your.

utterance: Yeah, I think we- we'll pass on that. Heather, my girlfriend, Heather thought it sounded too, I dunno, too like Big Brother-y or something.

utterance: No worries! Yeah, it's not for everyone, and it looks like you're already safe drivers, so yeah, I'll leave that one out.

utterance: And so, like, when we do this, we'll need to like cancel our old policy, but like will we be covered the whole time? Or, like, will there be a gap?

utterance: So when I get this policy prepared.

utterance: Oh, yeah, sorry! Interrupting you.

utterance: You're fine! When I get this finished and once payment is confirmed, I can send a notice of cancellation to your current, former company. If you've prepaid, they'll send you a refund. And there won't be a gap in coverage. I can set the cancellation date to match your first date of coverage with us.

utterance: Awesome!

utterance: Yeah, it's pretty easy! So let me just.

utterance: Yeah.

utterance: Just check and add a few- few more details. So it looks like you were deciding on whether to get both comprehensive and.

utterance: Yeah, both. We decided to get both.

utterance: Yeah, comprehensive and collision.

utterance: And could I remove the, uh#, the emergency assistance?

utterance: The roadside assistance?

utterance: Yeah. We've, we've already got that.

utterance: Sure. I- I can remove that. It'll save you just a bit. Let me see what the new total will be.

utterance: OK, thanks!

utterance: So it looks like two policies, with good driver discounts and only one car being used for a daily commute, minus the roadside assistance coverage. Did you want to pay for that monthly or.

utterance: No, we wanna do like six months.

utterance: Yeah, you save a bit more that way. So your premium will be.

utterance: #Uh, sorry, does it matter how we pay? Like is it more expensive to like pay online versus sending a check or something?

utterance: Nope! No extra fees or surcharges or, like, anything like that.

utterance: Cool, thanks! 'Cause we don't have like an online profile or anything yet, so, like, I was hoping we could ju- just, like, send a check this time.

utterance: Yeah, that's, that's totally fine.

utterance: OK, cool. Thanks!

utterance: So for a six-month policy, paid upfront instead of monthly installments, you- you're looking at five hundred and forty seven dollars for both cars.

utterance: Yeah, cool, that's, that's less than what Dylan said.

utterance: Yeah. He- he still had the, roadside assistance added. But that's.

utterance: Yeah, we've got that.

utterance: That's gone now, so it, it brought your premium down a bit. Just a.

utterance: Yeah, it was like five seventy or something.

utterance: Yeah, just a bit.

utterance: Cool, so, do I.

utterance: So if you want to pay by check, you can send it to us at our office. It's.

utterance: What's, the address?

utterance: It's eight seventy two Rhododendron Street, like the flower.

utterance: #Uh.

utterance: R. h. o. d. o. d. e. n. d. r. o. n.

utterance: Thanks! I knew there was a- a weird H in there somewhere.

utterance: It's definitely a tough one! Barely fits on the sign. So, yeah, if you send that.

utterance: Then will the, our new coverage start?

utterance: Correct! And until then you've got your old policy. It looks like I've got the name here.

utterance: Yeah, it's Rivertown Insurance, on, Market Street.

utterance: Right! Four two seven Market. And I'll have a cancellation notice ready to send to them once your payment has posted.

utterance: Thanks!

utterance: So I'll get a temporary policy mailed, actually, emailed to you when your check clears. Is there anything else I can help you with today?

utterance: Nah, I'm good. Thanks for your help!

utterance: You're welcome! You have a great day.

utterance: Thanks! You, too.


utterance: Hello! Rivertown Insurance. This is Michelle.

utterance: Hi! I've got an auto policy with you and I'd, I'd like to add my daughter.

utterance: I can certainly help you with that! Can I get your name and policy number?

utterance: Marisa. That's M. a. r. i. s. a. Last name Baker with a B. Policy number. Hang on, lemme look it up.

utterance: No problem!

utterance: OK, it's two three eight.

utterance: Two three eight.

utterance: four seven nine.

utterance: four seven nine.

utterance: V as in, velvet.

utterance: V.

utterance: P as in, potato Sorry, I never did learn those alpha beta words.

utterance: No worries!

utterance: And then six two two.

utterance: Six two two. Got it! So right now you have our comprehensive and collision for your, Mazda.

utterance: Yeah, the Mazda two.

utterance: And you wanted to add.

utterance: My teenage daughter. Just- just turned seventeen and got her license.

utterance: Congratulations to her! That's exciting.

utterance: Yeah, nervous mom, though! .

utterance: Yeah, I get it! My son's just starting his, his driving lessons.

utterance: Yeah, it's a, uh#, an interesting time!

utterance: That it is! So are you just adding her as a driver, or.

utterance: Oh, no, we'll, we'll be adding a new, well, I mean, a used, but new to her. Another- another vehicle.

utterance: OK, so an additional driver and an additional car.

utterance: Yeah. Yeah.

utterance: OK. So we do offer good student discounts based on grades.

utterance: She's- she's a good kid. I mean a good student. Better than me, anyway. Mostly As and Bs.

utterance: Excellent! So the discount is available if she has a three point zero grade point average.

utterance: Hang on. Let me just- let me write this down. Three point zero. OK, I'll have to grab her latest report card.

utterance: Yeah, we will need a copy of it! .

utterance: And I heard about, or I think I saw an ad about a speed monitor.

utterance: Yeah, our Fast App. It's.

utterance: How does that work?

utterance: So it's an app that she would have to download.

utterance: Yeah, well, I I'm sure she knows how to do that! .

utterance: The tech generation! Yeah, they- they know all the cool apps. So she downloads it, and then she only, she just needs to have her phone in the car. Not touching it, of course, it just- it just needs to be in the car.

utterance: Yeah, we've already had a talk about phones in cars.

utterance: Yeah, so no touching the phone. It's just there, and the app automatically tracks her speed.

utterance: Yeah, I think we're gonna want that. Or I'm gonna want it.

utterance: And actually.

utterance: Yeah?

utterance: There's a new feature that's rolling out within the next few days that would send an alert if she does touch it. The phone.

utterance: Nice!

utterance: Yeah, it's pretty cool. I got to help pilot it. Just sat in my car touching my phone and my husband was on our online dashboard and it just kept, like, flashing at him and sending warning messages.

utterance: Niiiice! .

utterance: Yeah, it's- it'll be a cool little tool.

utterance: Yeah, Vanessa will love it!

utterance: Vanessa. Is that your.

utterance: Yeah, my daugher. But yeah, uh, I think I'd like to- When will that be, available?

utterance: Let's see. Today is Wednesday.

utterance: Tuesday.

utterance: Only Tuesday? OK yeah, it's- it's that kind of week. So today is Tuesday the twenty-first. The app should be up and running, if apps can get up and run, by the twenty-seventh.

utterance: OK, so I think we'll.

utterance: So I can get started getting you some numbers.

utterance: Yeah, that's great, thanks.

utterance: In fact, I've got some here already. Just a few more questions for you.

utterance: Sure.

utterance: What kind of car will Vanessa be driving, and about how often? Like regularly to school, or just on weekends, or.

utterance: So we're looking at a an older model, a two thousand ten Honda Accord.

utterance: Oh, a nice car!

utterance: Yeah, yeah. Totally reliable. And we're within walking distance to school, so.

utterance: No daily driving?

utterance: No, but, you know, she's gonna want to, you know, show her friends and pull into the the parking lot, so yeah, some- Some school driving.

utterance: OK, so for now I'll put limited daily driving, like under five miles a day. And then weekends?

utterance: Yeah, probably more on weekends. Some of her friends have cars, but not all, so yeah, she'll wanna, you know, be the driver.

utterance: Of course! So with, let's say infrequent driving- even with some weekend driving, it's still infrequent. Plus the good grades discount, or I mean minus the good grades discount. Or, with the discount.

utterance: Yeah, yeah!

utterance: I'm glad you understand me! And then the Fast App. So there's no fee for it, and as long as she's within the speed limit there's a discount.

utterance: And a penalty if she exceeds, if she speeds?

utterance: No penalty, but she loses the discount for that month.

utterance: OK, got it.

utterance: So your six-month premium right now is three hundred and two dollars.

utterance: Yeah. Yeah.

utterance: The premium with you and Vanessa, for the same coverage on both cars, would be nine hundred and twelve dollars.

utterance: Whoa! That kid's expensive!

utterance: Yeah, that's the teenage factor.

utterance: Yeah, yeah, sure. I mean, I get it and I was expecting it. But ouch!

utterance: So I can go ahead and email you a copy of the policy. I will still need to verify her grades.

utterance: Yeah, yeah. Thanks. Do you have my email in your system?

utterance: Let's see. Yeah, it's in here somewhere, but could you.

utterance: Yeah, it's marisa baker at gmail dot com.

utterance: Marisa baker at gmail dot com. Got it! And are you already set up on our online portal?

utterance: Yeah, yeah.

utterance: OK, so I can send this provisional copy to you. And I can set it to start coverage as early as you.

utterance: Could it be from next Monday?

utterance: Yeah, that works. You can pay upfront or in monthly installments, online or by.

utterance: Oh, online. Much easier.

utterance: Yeah, I haven't written a check in, I don't know, several months!

utterance: Yeah, yeah, I know!

utterance: OK, so I will get this sent to you. Just keep in mind that it could fluctuate based on grades and speed. So right now you've got the discounts.

utterance: Yeah, and I'll make sure she keeps them! .

utterance: And congratulations to Vanessa! Is there anything else I can help you with today?

utterance: No, no. I'm good. Thank you so much!

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

utterance: Thanks, you too!