utterance: Thanks for calling Rivertown Insurance, this is Jesse, how can I help you?

utterance: Hi. I called last week for a quote and now I want to enroll in the plan.

utterance: Great! I can help you with that.

utterance: Thanks.

utterance: Do you have the quote confirmation number on you?

utterance: Yes. It's.

utterance: Hang on one moment, please.

utterance: Sure.

utterance: #Um, ok, go ahead.

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

utterance: Is there a two zero or a one zero in front of that number.

utterance: #Oh, yeah. A two zero.

utterance: Ok. mister Garcia?

utterance: Yeah, that's me.

utterance: Thanks. Ok, and I'll need to verify this by asking your birthdate and zip code.

utterance: Sure. It's, my birthday is June fifth, nineteen ninety four.

utterance: Ninety four. Got it. And, your zip?

utterance: #Um, five two two nine eight.

utterance: Five two two nine eight. Ok.

utterance: #Yep.

utterance: I see your quote is for the Auto insurance, is that correct?

utterance: Yes.

utterance: Ok, and it's for the Complete Auto?

utterance: Yeah. The best one.

utterance: Yes. It is our most extensive coverage for sure.

utterance: Good. I just got a sweet ride and don't want to take any chances.

utterance: #Oh, nice. What kind of, #oh, I see here, you got yourself a Mercedes! Nice.

utterance: #Yep. I worked really hard to get that one.

utterance: Very cool. Is this your first car?

utterance: #Nah, I had a little Honda junker for a long time. I've been working for this car hard for a long time.

utterance: Very good. I bet it feels good to get what you've always wanted.

utterance: #Yep. I'm super stoked.

utterance: That's great! So, that plan is two thousand a year.

utterance: #Mhm.

utterance: Ok and if you sign up for automatic payments and electronic billing we can get you five percent off. Did you want to do that?

utterance: Yeah. She mentioned, the lady I talked to last time said that was the deal.

utterance: Good. Alright, so it looks like she got most of the information we need other than your drivers license number. Do you have that?

utterance: Sure do. It's.

utterance: Hang on, let me pull up that screen.

utterance: Sure. Sure.

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

utterance: It's d.l. five five one two seven three nine eight seven two one.

utterance: Five five one two seven three nine eight seven two one?

utterance: Yeah, but there's a d.l. at the beginning.

utterance: #Oh, that's ok. I don't need that part.

utterance: Ok.

utterance: Got this in your account. Ok. Now, would you like monthly payments or bi-annual payments?

utterance: Monthly, with last year being what it was, I have no idea how secure my job is and I don't want to have to come up with a hug chunk of money if I get stuck that way.

utterance: I totally understand. Twenty twenty was a tough year for a lot of people.

utterance: I'm just lucky I've got a job, man.

utterance: I here you. Me, too.

utterance: #Mhm.

utterance: So, I'll set you up for, monthly payments here. It'll be one fifty eight thirty two each month. Ok?

utterance: #Oh, I thought it was around one sixty something.

utterance: Yes, that's before the five percent discount for signing up for.

utterance: Right, automatic payments.

utterance: Yes. Ok, so you're all set there. What payment method would you like to use?

utterance: #Um, would a debit card work?

utterance: Yeah, shouldn't be a problem. What's the number?

utterance: #Um, it's a Visa four two seven zero, three four four two, nine seven six six, seven eight two three.

utterance: Ok. Let me repeat that back, four two seven zero, three four four two, nine seven six six, seven eight two three.

utterance: That's it.

utterance: And, the expiration?

utterance: Nine twenty four.

utterance: Ok. Nine twenty four. Got it. There's a number on the back. I'll need that.

utterance: Right. Nine one six.

utterance: Thanks. Nine one six.

utterance: #Yep.

utterance: Ok. Your first payment will go through today, then future payments will come out on the first.

utterance: Sounds good. It won't be the full amount today, right?

utterance: Right. It will be prorated because it's the middle of the month.

utterance: Ok.

utterance: You'll get a confirmation via email, it's j. Garcia at gmail dot com?

utterance: Yeah, that's right.

utterance: Thanks. So, you'll get a confirmation at that email with the total and an attached receipt.

utterance: Ok.

utterance: So, mister Garcia, you're all set!

utterance: Cool. Thanks.

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

utterance: #Nah, I'm good.

utterance: Great. Have a good day and thanks for calling Rivertown Insurance.

utterance: Yeah. Thanks. You, too.

utterance: Thank you, bye.

utterance: Bye.


speaker_role: Agent

utterance: It's a good morning at Rivertown Insurance. I'm Katie. What can I do for you today?

speaker_role: Customer

utterance: I need to check my balance.

utterance: Ok. I can help with that. On which account?

utterance: #Oh. My car insurance.

utterance: Ok. I can pull up your account with your name and birthdate.

utterance: Ok. It's Angie Thorndale.

utterance: #Mhm.

utterance: And, my birthdate is October twenty four two thousand two.

utterance: Ok, Angie, would your account be under Angela instead of.

utterance: Yes. Yeah, sorry. Angela.

utterance: No problem. I see your account and now I'll need to verify it by, asking your security question.

utterance: Sure. Fire away.

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

utterance: Larry.

utterance: Ok. Thanks for that.

utterance: #Mhm.

utterance: Ok, Angie, it looks like you have monthly automatic payments. Was there a problem with a payment going through?

utterance: #Oh. No, I was just wondering that if the balance for the rest of the six months wasn't too high, that I would pay it all now.

utterance: Ok. That's possible, but keep in mind that if you change to bi-annual billing and you want the billing to go back to monthly at the beginning of your policy renewal, that you'd need to call back.

utterance: #Oh. So, I can't just pay the balance and have you keep it that way? Wouldn't the system just not bill me if the balance is zero?

utterance: #Hm. Good question. Give me a second to talk with my supervisor about it and let me find the easiest way for this to happen.

utterance: Ok. Thanks.

utterance: Sure. One moment.

utterance: #Mhm.

utterance: Angie?

utterance: #Mhm, I'm here.

utterance: My supervisor said it's fine if you just paid the balance, then the system would just not pull a payment if the monthly balance is zero. Then, the renewal will automatically go to the default payment frequency. Make sense?

utterance: Yeah, that's what I was hoping.

utterance: Great. Give me a moment while I get this going.

utterance: Wait, I need the balance before I decide.

utterance: #Oh, jeez. Yes, sorry. It's been a long day.

utterance: No problem at all. I totally get it.

utterance: Thanks. #Um, it looks like the balance remaining is two thirty seven fourty eight.

utterance: Ok.

utterance: Now, that's three months with the five percent discount for automatic payments and electronic billing.

utterance: #Yep. Great. Let's do it then.

utterance: Ok. One moment.

utterance: #Mhm.

utterance: Ok, would you like me to use the card on file?

utterance: Yes, please.

utterance: Can you please verify the last four digits of the card?

utterance: Yes, it's three one two eight.

utterance: Perfect. Give me one second to complete the payment.

utterance: #Mhm.

utterance: Ok, Angie, that's taken care of and I see your policy will renew September first.

utterance: Great. Thanks.

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

utterance: No, that's it. Thanks.

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

utterance: Thanks, you, too. Take care.

utterance: Thanks. Good bye.

utterance: Bye bye.


utterance: Hi. My name's Hillary. Thanks for calling Rivertown Insurance. How's your day going?

utterance: Hi. #Oh, it's going ok. How about yours?

utterance: I can't complain. What can I do for you today?

utterance: I need to add my daughter to my car insurance.

utterance: Ok, I can do that for you. I'll need to pull upyour account starting with your name. Ok?

utterance: Sure. It's Charles Decker.

utterance: Thanks, Charles. And, your birthdate?

utterance: September sixteenth, nineteen seventy nine. Sorry.

utterance: No worries. Forgot how old you are?

utterance: I guess so. The older you get, the harder it is to remember. .

utterance: I understand. Now, Charles, I need to ask you one of your security questions to verify your account.

utterance: Ok.

utterance: What was the name of your favorite teacher?

utterance: Missus Jensen. Never forget her.

utterance: Thank you. That'll do it. Now, I can pull up your auto policy and take a look at what we need to do.

utterance: #Mhm.

utterance: So, you already have another minor on your account. Do you have more than one child or want more than one child on your account?

utterance: Yeah. My older son, Tyler, already is already driving.

utterance: Ok, so let me get the name and birthdate of your daughter.

utterance: Sure, her name is Bayley and her birthdate is October thirteenth, two thousand five.

utterance: #Whoa, October thirteenth. .

utterance: Yes. Definitely not unlucky for her, though.

utterance: That's good. .

utterance: Yeah. We actually tried to counteract anything kids would, the teasing at school, by calling her our lucky baby.

utterance: #Ah, that's so sweet and a great parenting tactic!

utterance: Kids can just be so mean.

utterance: So true. Ok, so I'm assuming Bayley, #oh, wait, I forgot to ask you how to spell her name. I still have that page unfinished.

utterance: B.a.y.l.e.y.

utterance: Got it. Thanks. Same last name?

utterance: Yes.

utterance: Ok. Thanks. Now, has Bayley gone to driver's ed?

utterance: Yeah, she just finished which is why we're, I'm calling today.

utterance: Great. That will help a lot on the cost.

utterance: #Oh. Good. It's already an arm and a leg with my son on our policy.

utterance: I can imagine and two teenagers driving. Hopefully, you'll stay sane the next few years. .

utterance: Well, my son I'm not so worried about, but my daughter, on the other hand, has a mind of her own and I'm glad for that, but she's so much riskier than I was at her age. #Uh, #Oh, not with driving, gosh I don't want what I just said to affect her insurance, but she loves to do things that are crazy like sky dive, and go out into the woods by herself, and now she's thinking she'll backpack around South America somewhere.

utterance: #Oh goodness. She sounds like she has an adventurous spirit!

utterance: Certainly does, but that's why we love her!

utterance: #Ah. Nice. So, will she be driving the same car your son is on?

utterance: Yes.

utterance: Ok. Thanks. Has she had any traffic violations yet?

utterance: No. We barely let her drive since she's so new at it.

utterance: I understand. Thanks.

utterance: #Mhm.

utterance: Same address and phone number?

utterance: Yes.

utterance: Ok. Give me a minute to finish this up.

utterance: #Mhm.

utterance: Ok. I've got her added. Let me see what this will add to your policy. One moment.

utterance: #Mhm.

utterance: Ok. It will end up being an additional thousand a year.

utterance: #Oh. She's not, well, that's less than what we paid for our son, so that's good, I guess.

utterance: Usually, younger male drivers do have higher costs. Just statistics and everything.

utterance: #Oh, I understand. Makes sense.

utterance: #Yep, so she will be added today and the balance will be added to your next bill.

utterance: Ok. Perfect.

utterance: I'll send a confirmation of this to you via email and a copy of the policy change will be attached.

utterance: Great. Thanks.

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

utterance: #Um, so I'll get an email and copy of the policy?

utterance: Yes. In about fifteen minutes your account will be updated.

utterance: Perfect. Thanks a bunch.

utterance: My pleasure. Charles, if there's nothing else, I'll wish you a good day and thanks for calling Rivertown Insurance.

utterance: Thanks. No. Nothing else. Have a good day.

utterance: Thank you. Good bye.

utterance: Bye.


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

utterance: Hi. I'm calling to file a death benefit, life insurance, claim. .

utterance: Ok. I can help you with that. I'll need to pull up your account. May I have your name, please?

utterance: Yes. It's Mary Greene.

utterance: G.r.e.e.n.?

utterance: With an e. at the end.

utterance: #Oh. Thank you. G.r.e.e.n.e.?

utterance: Yes.

utterance: Ok. And, your address, please?

utterance: East sixtieth street North.

utterance: Ok. Did you say sixteenth or sixtieth?

utterance: Six zero.

utterance: Ok. Thank you. I have your account pulled up. And, to verify, I need you to answer one of your security questions.

utterance: Ok.

utterance: What was the name of your first pet?

utterance: Mister Wiggles.

utterance: #Ah. Cute name.

utterance: Yeah. He wagged his tail with his whole body.

utterance: #Ah. So sweet. Thanks for verifying your account.

utterance: Sure.

utterance: I see you have life insurance for a few people in your family. Who is the deceased, please?

utterance: My baby girl, Alex.

utterance: #Oh. Wow. I'm so so sorry for your loss, ma'am.

utterance: Thank you.

utterance: This process takes some time and I'll be asking you some sensitive questions. Are you ok to go ahead?

utterance: Yes. Yes, I'm fine.

utterance: Ok. Here we go. If it gets to be too much, just let me know and we can stop. Ok?

utterance: Ok. Thanks. I'm fine. Go ahead.

utterance: Ok. What date did she pass?

utterance: Three days ago.

utterance: Ok. The twenty fourth?

utterance: Yes. Yes. Twenty fourth.

utterance: Ok. Thanks. Was she confined to a hospital when she passed?

utterance: No. She was at home.

utterance: Ok. Thank you. Was she being seen by a doctor for a chronic illness or disease at the time of her death?

utterance: No.

utterance: Ok. Thank you. And, what, what was the cause of death.

utterance: Ma'am. Are you ok?

utterance: I can't. I can't. But, but my husband is here. He can talk to you. Ok?

utterance: Yes. Yes, I see he's on the account. I can talk with him.

utterance: Thank you. Hang on.

utterance: Mary?

utterance: Yes.

utterance: Please know you'll be in my thoughts.

utterance: Thank you. Thanks. Here. Honey. Here. Talk to her. I just can't right now. [muffled sounds].

utterance: Hello?

utterance: Yes, yes, I'm here.

utterance: Sir, hi.

utterance: Hi.

utterance: Your wife says you can take over for her and we were in the middle of finishing up the death benefit form. Are you ok to finish for her?

utterance: Yes. Yeah. I'm fine.

utterance: Ok. Are you Robert?

utterance: Yeah. #Um, Bob.

utterance: Ok, Bob. Just a few more questions.

utterance: Thanks.

utterance: I had just asked Mary what the cause of death was.

utterance: [clearing throat] They think it was SIDS.

utterance: #Oh gosh. That's awful. I'm so sorry. That's Sudden Infant Death Syndrome, correct?

utterance: [clears throat] Yes. Right.

utterance: Ok. Thank you. I'll need her pediatrician's name and fax number if you have it handy.

utterance: Yes. It's Doctor Theresa Mills.

utterance: Is that a t.h. or just a t.?

utterance: T.h.

utterance: Ok. Thanks. And, do you have her fax number?

utterance: Yes, it's five two o. three seven seven, six five two o.

utterance: Five two zero, three seven seven, six five two zero?

utterance: Yes.

utterance: Ok. Have you logged into your account online before?

utterance: Yes. I have.

utterance: Ok. I will add a packet to your account. You'll just need to log in, click on My Documents on your dashboard, then look for the Death Benefit Packet.

utterance: Ok.

utterance: Inside that packet will be a medical records release form that I'll need you to get to your doctor if it's convenient. If not I can fax that over to them for you.

utterance: Can you? [clears throat] That would be helpful.

utterance: Yes. I'm happy to. Ok. Also, in that packet will be instructions on how to complete the packet and what comes next.

utterance: Ok.

utterance: Do you have the the death certificate yet?

utterance: No. They said [clears throat] it could take up to a week. Business week.

utterance: Yes. Sometimes they don't come fast enough. Well, once you receive the certificate, log into your account and go to find your documents page. There will be an upload documents button on the right hand side. Upload the file and then our underwriters will take it from there.

utterance: I don't have a scanner.

utterance: #Oh. Ok. No problem.

utterance: Wait. I can do it at work. #Er, or, my mother-in-law has one. Maybe she can do it scan it for us.

utterance: Or, I can mail the packet to you and have it available for you in your documents page. Sound ok?

utterance: Yeah. At this point, [clears throat] more than, one option is probably a good idea.

utterance: I understand. So, either way, get us the certificate as soon as you can.

utterance: Ok.

utterance: Would you prefer the death benefit as one lump sum or would you.

utterance: One lump sum is fine. Are we almost done?

utterance: Yes. Yes, let me finish this up here. Thanks for your patience. I know this is difficult.

utterance: Ok.

utterance: There. #Um, it's all in your account, now all you have to do is log in and review the documents. Ok?

utterance: Thanks. Ok.

utterance: We're done for now, Bob. Please know we are all very sorry for your loss and I'll personally hold your family in my thoughts.

utterance: Thank you.

utterance: If you have questions, you'll see my number in the packet. Don't hesitate to call. Ok?

utterance: Sure thing. #Um, thanks.

utterance: Take care and thanks for trusting Rivertown Insurance with this process.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. This is Ellen. What are you calling about today?

utterance: Hi, I'm calling to get some information about your homeowners insurance.

utterance: Great. I can help you with that. What is your name?

utterance: My name is Roman.

utterance: And, your last name?

utterance: Hardwick.

utterance: Ok, Roman, I'm going to get some basic information about you and your home so I can get you a good quote today, ok?

utterance: Ok.

utterance: Can I get your phone number?

utterance: Yeah, it's six zero two, five one three, four three three eight.

utterance: Four three three eight, thanks. Your birthdate?

utterance: Five sixteen seventy nine.

utterance: Seventy nine. Thanks. And, what's your physical address, the address of house you want to insure?

utterance: It's three three five nine East Haven Street, Jacksonville, Florida.

utterance: And, zip?

utterance: Two zero one eight seven.

utterance: Two zero one eight seven?

utterance: That's it.

utterance: Ok. Now, can I get your email address?

utterance: It's Hardy Roman at gmail dot com.

utterance: Is that h.a.r.d.y.r.o.m.a.n. at gmail?

utterance: #Yep.

utterance: Thanks. Ok. Now for your house. What's the square footage?

utterance: Fourty eight hundred.

utterance: Ok. Thanks. How many bedrooms and bathrooms does it have?

utterance: It's a six bedroom, three bath home.

utterance: Nice. Lots of space.

utterance: Yeah, we have four children, so we needed the room.

utterance: I guess so! #Wow! Four kids. You must be busy. .

utterance: That's not the half of it.

utterance: Ok, so six bed, three bath and does it have a garage?

utterance: Yes, three-car garage.

utterance: Attached?

utterance: Yes.

utterance: Thank you. Is it single story?

utterance: It's a two-story.

utterance: Thanks. Are there any security systems on the house or property?

utterance: Yes, there is a coded gate and the home has a security system installed.

utterance: Good. That should save you a bit. One moment.

utterance: #Mhm.

utterance: What is the house exterior made from?

utterance: #Um, it's stucco and brick.

utterance: Thank you. Give me a moment while I finish this up.

utterance: #Oh! I almost forgot.

utterance: What's that?

utterance: There is a little, like mother-in-law quarters in the back.

utterance: #Whew, I'm glad you told me. Yeah. I need that info, please.

utterance: Ok, it's just a little place, one bed, one bath.

utterance: Ok. Is it attached?

utterance: Yes, but with a separate entrance.

utterance: Thanks. Is it part of the total square footage you gave me?

utterance: No. Sorry. It's four hundred twenty square feet.

utterance: No worries. Thanks.

utterance: #Mhm. Anything else?

utterance: No. That's it. Give me a moment while I add this in here.

utterance: Ok.

utterance: Alright, well, it looks like the only plan we have that would give you enough coverage would be our Home Complete plan.

utterance: Ok. Can you tell me about it?

utterance: Absolutely. The plan covers up to five hundred thousand dollars and it has a rider for flood insurance because of your address.

utterance: Ok. How much is it?

utterance: The Complete plan starts at two thousand a year.

utterance: What is that monthly?

utterance: #Oh. Hang on.

utterance: #Mhm.

utterance: It's one sixty six sixty seven.

utterance: Great. That might just work.

utterance: Ok. I can send this information to you via email.

utterance: Yeah. I'll need to talk with my wife about this before I can commit.

utterance: Of course. I'll send this to you now. One moment.

utterance: #Mhm.

utterance: Once you receive the email, look for the link and it will take you to the quote. After you've had some time to review it, just give us a call back and we'll get you enrolled.

utterance: Ok. Do I need to call you back, directly, or anyone.

utterance: Anyone will have this information. They'll pull it up with your name and birthdate.

utterance: Great. Thanks.

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

utterance: No. I think that's all I needed.

utterance: Great! Thanks so much for considering Rivertown Insurance and I hope you have a good day.

utterance: Thanks. You, too.

utterance: Thank you. Good bye.

utterance: Bye now.


utterance: Hello this is John. Thanks for calling Rivertown Insurance. How can I help you today?

utterance: Hey I need to change my payment method. I am getting paper bills in the mail and I want to set up a payment throught like my card? My credit card?

utterance: Ok I can help you get that set up today!

utterance: Cool thanks!

utterance: Let us get started with your first and last name.

utterance: Ok my name is Joy Skinner.

utterance: Ok miss Skinner. Would you mind spelling your name for me?

utterance: Uh sure. Joy is J O Y. And Skinner is S K I N N E R.

utterance: Thank you for that. Now miss Skinner are you able to tell me your account number?

utterance: Uh no. I don't have that with me I was hoping you could like maybe look me up? Hopefully?

utterance: Of course! That won't be a problem.

utterance: Oh good thanks.

utterance: Ok so we will just need some basic information to access your account and to protect your privacy.

utterance: Alright no problem.

utterance: Can you please provide me with your social security number?

utterance: um ok it is four six three one one zero seven eight three.

utterance: Ok let me read that back to you. I have four six three one one zero seven eight three?

utterance: Yeah thats it.

utterance: Wonderful. I now need your date of birth please.

utterance: Sure it is August nineteenth nineteen seventy eight.

utterance: Ok so that's eight nineteen nineteen seventy eight?

utterance: Yep thats it! My birthday is next week. .

utterance: Well happy early birthday! Hope you have some fun plans.

utterance: Eh not really. Just keeping it low key. Maybe a yummy meal. Who knows!

utterance: Hey I am all about a yummy meal! Ok next I will need you to answer a security question that you chose when you created your account. can you please tell me the name if the street you grew up on?

utterance: Sure that is easy. Seymore street.

utterance: Can you spell seymore for me?

utterance: Yeah it is S E Y M O R E.

utterance: Ok great. Thanks.

utterance: One last thing here can you please just verify your address.

utterance: Ok my address is eight sixteen El Camino Street. Reno Nevada seven two six six four.

utterance: Ok. Now lets see I have your account open and right now it is set to mail your bill to your address on the fist of each month. What would be your preference for billing?

utterance: Yeah so I think I want to just set it up to one of my cards. To you know just pay automatically. Is that ok?

utterance: Of course. I can set that up for you right now. Let's see can you please hold for a quik moment?

utterance: Oh ok. I can hold.

utterance: Thank you for holding I am back. I just had a slow systemt here I was trying to get things moving. So I will need to know what card you would like to set up a recurring payment with.

utterance: Ok yes it will be my mastercard.

utterance: OK I can take the number for that whenever you are ready.

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

utterance: Ok I will read that back to you.

utterance: okay.

utterance: Nine nine four five six two one zero seven one one three four six six eight.

utterance: OK and can you tell me the name the way it is shown on your card?

utterance: Joy M. Skinner.

utterance: Ok and now I will need the cvv code please.

utterance: three two seven.

utterance: and the expiration date?

utterance: eleven twenty five.

utterance: Ok so we will need to pick a date for payment. We can choose any date within ten days of the fifth of each month. Do you have a preference?

utterance: Yes actually can you just have it taken out on the fifth?

utterance: I sure can. Let's see here we go. Your next payment will be taken out on September fifth. And this will be recurring on the fifth of each month.

utterance: Perfect. Thanks so much.

utterance: You are very welcome. Is there anything else I can help you with today miss Skinner?

utterance: Uh no I don't thinks so I think I am good to go for now.

utterance: Okay well then you have a wonderful day and oh and a wonderful birthday next week! Thanks for calling today.

utterance: Thank you! I appreciate your help. Bye Bye.

utterance: Goodbye!


utterance: Hi, thanks for calling Rivertown Insurance. This is Paul. What can I do for you today?

utterance: Hi. I'm calling to, well, I already have insurance, but I'm looking for something cheaper.

utterance: Ok. I can definitely help you with that.

utterance: Thanks. I just turned twenty five and I know that's like the golden age to get cheaper insurance.

utterance: Well, happy birthday!

utterance: Thanks!

utterance: Twenty five! Nice. I think I'll be able to work you into one of our better policies for sure.

utterance: Great.

utterance: So, I'll need to ask you some questions to get an accurate quote.

utterance: Sure. Go ahead.

utterance: Let's start with your name.

utterance: Katie Pinkerton.

utterance: Is that what's on your drivers license?

utterance: #Oh. #Um, actually, I'm not sure. Hang on.

utterance: Sure.

utterance: Here. #Um, yeah, it's Katherine, not Katie.

utterance: Great. Thanks. Now, what's your mailing address?

utterance: Does it have to match my drivers license?

utterance: It is preferred, but why?

utterance: Well, I just moved and I'm in the process of getting the new one.

utterance: #Oh. Ok. Just give me your new address.

utterance: Ok. It's five five two two North Hemsworth Drive.

utterance: Five five two two?

utterance: Yes.

utterance: Well, that's easy to remember!

utterance: Right? Yeah, and it's same city, but different zip code.

utterance: Ok. What's the zip?

utterance: Eight five two one four.

utterance: Eight five two one four. Got it. And, your phone number, the number you use most.

utterance: Ok. That's my cell. Two one three, four seven two, nine eight three four.

utterance: Thank you. We usually suggest signing up for electronic billing so we like to get email addresses. Do you have one you'd like to add to your account?

utterance: Sure. It's f.o.o.d.i.n.m.e. eight at yahoo dot com.

utterance: That's cute! Did you come up with that?

utterance: Yes. I'm a total foodie. I'm a chef.

utterance: Very nice. I love food, too! Where do you cook?

utterance: #Um, I work at the Shelton Resort.

utterance: #Whoa. Nice place! Good for you!

utterance: Thanks. I love it. I just started a few months ago. You have to work up to something like that.

utterance: I bet. Is there a lot of competition?

utterance: #Oh, yeah. Plus, not a lot of women in the field.

utterance: I heard that before. Glad you're hanging tough!

utterance: Thanks! .

utterance: Ok. I need to ask you a few more questions. Ok?

utterance: Sure. Fire away.

utterance: Ok. I'll need your social security number.

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

utterance: Three nine two one. Thanks. Have you had any traffic violations in the last two years?

utterance: No.

utterance: Ok. What is the make and model of your vehicle?

utterance: Toyota Prius.

utterance: And, the year?

utterance: #Um, two thousand twelve.

utterance: Two thousand twelve. Great. About how many miles do you travel in a year?

utterance: #Um, probably fifty, yeah fifty a week, so maybe three thousand a year?

utterance: Ok, does that take into account travel other than getting to and from work?

utterance: #Oh. Right. Probably not. I usually go see my sister every three months, so that's another two hundred or so miles.

utterance: Ok.

utterance: So, let's go with five thousand a year.

utterance: Sounds good. Five thousand. And, are you the only one driving this vehicle.

utterance: #Yep. I'm single. So, so single. .

utterance: Me, too. It's getting harder and harder to date, isn't it?

utterance: Yeah, and I'm just too busy for all that mess.

utterance: I hear you. .

utterance: Ok. So, I've got all the info I need. Let me see what plans are available for you.

utterance: Ok.

utterance: Are you more concerned with monthly cost or coverage?

utterance: #Um, well I'm on a budget, but I don't want to skimp on coverage either.

utterance: I understand. Well, The best pricing we have is our Basic Auto plan which is a thousand dollars per year.

utterance: Ok. That's not too bad.

utterance: Right. And, the other one that would probably work for you is our Preferred Auto plan and that is fifteen hundred a year.

utterance: What are the coverages for those?

utterance: The Basic is one hundred thousand for uninsured and underinsured and seventy five thousand for liability. That plan's deductible is five hundred.

utterance: Ok. And, the Preferred?

utterance: The Preferred plan has one hundred fifty for uninsured and underinsured and one hundred fifty thousand for liability. That plan's deductible is three hundred.

utterance: That sounds pretty good.

utterance: Ok. Would you like me to sign you up today for the Preferred.

utterance: #Um, well, I was just calling for a quote, but you guys are much cheaper than the other few companies I've called.

utterance: That's good to know. #Uh, if you're not ready today, I can always send this info to you in email if you'd like.

utterance: Yeah. That sounds good. I can look it over and call you back when I decide.

utterance: Yes. No problem. Now, the quote I gave you is only good for about three zero days, and then the rates may change, so no pressure, but wanted you to know.

utterance: #Oh. Good to know. Thanks.

utterance: No problem.

utterance: I should be able to figure this out in the next couple of days, so that shouldn't be a problem.

utterance: Great! I'll get this quote sent to you. It should take but a few minutes to get to you.

utterance: Great! Thanks so much.

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

utterance: I don't think so. I think I'm set.

utterance: Great! Thanks for calling Rivertown Insurance and I hope you have a great week!

utterance: Thanks. You, too.

utterance: Thanks, bye.

utterance: Bye.


utterance: Good evening! This is Rivertown Insurance. I'm Andy. How can I help you?

utterance: Hi. Andy?

utterance: Yes.

utterance: Hi, Andy? #Um, I need to pay my bill.

utterance: Ok. I can help with that. What's your name, full name?

utterance: Ben Hill.

utterance: Is your account under Ben or Benjamin.

utterance: Ben.

utterance: Thanks, Ben. What's your birthdate?

utterance: It's February second two thousand.

utterance: Ok. Thanks. Two two two thousand. Nice ring to it.

utterance: Yeah. Easy to remember. .

utterance: Right. I see your account. I need to verify by asking you one of your security questions.

utterance: Alright.

utterance: What's your, the name of your high school?

utterance: Mount Helens High School.

utterance: Ok. Thank you. Thanks for that.

utterance: Sure.

utterance: Let me, one second.

utterance: Sure.

utterance: I see you're on automatic payments. It looks like you've already, this month's bill's already paid. You said you need to pay your bill?

utterance: I thought so. I got a bill in the mail.

utterance: #Oh. No, that's just the billing statement. Do you have it with you?

utterance: Yeah.

utterance: Ok, take a look at the top right, right under the amount.

utterance: #Uh-huh. I see it.

utterance: Ok. Under the amount do you see where it says automatic.

utterance: Yes, #oh. I feel stupid.

utterance: No, no worries. It's an honest mistake.

utterance: Ok, so it's not a real bill.

utterance: Right. It's just a statement. But, we can set you up so you get your statements electronically.

utterance: #Oh. Ok. Let's do it.

utterance: Ok. Hang on a second. Let me get to that screen.

utterance: Sure.

utterance: Here we go. One minute while I change this.

utterance: Ok.

utterance: Ok. Now, you're all set to get your statement delivered electronically in your email.

utterance: My email. Right.

utterance: It's g.o.o.g.l.y.g.o.o. two two at gmail?

utterance: Yes. I know. Silly.

utterance: No, I like it. It's funny.

utterance: I bet you hear crazy emails all day long.

utterance: There's some doozies out there.

utterance: I bet. So, I'll get my statement in my email? Is that it then?

utterance: Yes. You are all set! Is there anything else I can do for you today?

utterance: No. That's good. I'm good.

utterance: Great. Thanks for calling Rivertown. Have a good night.

utterance: Will do. Thanks for the catch.

utterance: #Oh, my pleasure. Glad I could help.

utterance: Me, too. Thanks.

utterance: Sure. Bye.

utterance: Bye.


utterance: Hi, this is Rivertown Insurance. My name is Ross. How are you today?

utterance: I'm great, thanks. #Um, and you?

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

utterance: I need to reset my password and I wasn't able to do it online. My account my be locked?

utterance: Well, that shouldn't be a problem. Let's start with your name.

utterance: Ok. It's Tim Hutton.

utterance: Tim or Timothy?

utterance: #Oh, sorry for my account? Yeah, Timothy.

utterance: Great. Thanks. What's your birthday, birthdate?

utterance: April third, two thousand one.

utterance: Ok. Thanks. Alright, I've got your account here. I'll need to verify it with one of your security questions, ok?

utterance: Sure. Go ahead.

utterance: What was the name of your high school?

utterance: East Valley High.

utterance: Thanks for verifying.

utterance: #Mhm.

utterance: #Uh-oh. It looks like there was an unauthorized attempt to access your account.

utterance: #Hm. That might've been me. I was on a computer at my friend's house.

utterance: Yeah. That might be it. Did you try to reset your password online?

utterance: Yeah, but it kept, there was a pop-up window that said to call you guys because there was an error or something.

utterance: Interesting. I'm not sure why, but we'll figure it out and at the very least, get your password reset and maybe for extra measure change your security question.

utterance: Sounds good.

utterance: Give me one moment while I try to figure this out.

utterance: Sure.

utterance: Ok, Tim, I see that because there were several attempts to access your account unsuccessfully, that your account was locked, which is probably why you couldn't change your password.

utterance: Yeah. I tried a few times, but that first time was when I started seeing that pop-up window.

utterance: Ok, well, for sure, I'm going to alert our tech team to this because I've never heard of that before. It might be a safety protocol if there are too many unauthorized attempts.

utterance: That makes sense, but I don't understand why I would get it on the first try.

utterance: Good question, my best guess is that it had something to do with your friend's computer. They may have a firewall or something preventing access.

utterance: Ok. Yeah, not sure about their computer. No biggie, though. Do whatever you need.

utterance: Thanks. One moment, please.

utterance: #Mhm.

utterance: Ok, Tim, can I verify your email address, please?

utterance: Yeah, it's Tim o. Hutt, h.u.t.t.

utterance: At?

utterance: Right. Sorry, at gmail dot com.

utterance: Thanks. So I have t.i.m.o.h.u.t.t. at gmail.

utterance: #Yep. That's it.

utterance: Thanks for verifying. I'll be sending you a password reset link in an email. Follow the prompts for that and we should be set.

utterance: Ok. Should I do it while we're on the phone?

utterance: It couldn't hurt, since you had that strange pop-up.

utterance: Ok. I'm on my computer, laptop at home now, so I probably won't get it.

utterance: Great. Give it a shot.

utterance: One second. Ok, I see the email. #Mhm, the link took me to the reset page. One minute. Confirm new password. Submit. Ok. Nice. It went through.

utterance: Perfect! I'm glad that worked for you.

utterance: Me, too. That was a pain.

utterance: Yeah, that stuff can get frustrating, for sure.

utterance: Yeah. #Um, while I have you on the phone, I might as well ask you to do what I needed when I was trying to log in before.

utterance: #Oh. Sure. What's that?

utterance: I needed to check on the monthly payment for my renters policy.

utterance: I can do that.

utterance: Thanks.

utterance: One second while I pull this up.

utterance: Sure.

utterance: Since you've already verified your account, I can jump right in here.

utterance: #Mhm.

utterance: It looks like you have the Renters Preferred plan?

utterance: #Um, I think that's what it's called. It's like three hundred a year or close to that.

utterance: Yes. That's it. Ok, so with your five percent discount for signing up for automatic payments and electronic billing, your monthly payment is, twenty three seventy five.

utterance: Ok. I couldn't remember and I'm trying to figure out if I can swing it with my new job.

utterance: #Oh, nice. What's your new job?

utterance: Well, I'm an artist and I've been working as a server for a long time, you know, gotta pay the bills, but I finally found a place I can teach and I'd like to try to do it full time. It's just not the best pay. You know?

utterance: I understand. But, if it's your passion, sacrafices must be made. .

utterance: Exactly. I'm sick of doing something I don't like.

utterance: I understand that. There are some jobs you just have to have for the bills.

utterance: Yes. .

utterance: Ok, well, is there anyting else I can do for you?

utterance: #Nah, that was it.

utterance: Great. Congratulations on your new job and thanks, again, for calling Rivertown Insurance.

utterance: Thanks. Have a good weekend.

utterance: You, too. Bye.

utterance: Bye.


utterance: Good morning and thanks for calling Rivertown Insurance. My name is Amanda. How can I help you today?

utterance: Hi. I can't find my policy number and need it for my bank.

utterance: Ok, I can help you with this. What kind of policy?

utterance: My homeowners.

utterance: Ok.

utterance: I just got it a few days ago and I can't find the paper I printed out and I'm on my way over there. Can you email it to me?

utterance: #Um, probably. I'll need to pull up your account first. Can I please get your first and last name?

utterance: Yeah. It's Peter Jenner.

utterance: Thanks, Peter. Can I get your birthdate?

utterance: It's April twenty fourth, ninety one.

utterance: Four twenty four ninety one. Thanks. I need to ask you one of your security questions to verify your account.

utterance: Ok. Go ahead.

utterance: What is the name of your favorite teacher?

utterance: His name was Mister Albertson.

utterance: Great. Thanks for verifying. One moment while I pull up your account.

utterance: #Mhm.

utterance: #Hm. It doesn't look like I have a good email address for you.

utterance: Weird. I thought I had one in there.

utterance: No problem. I can add it. Go ahead with your email.

utterance: It's Jenner's got moves at gmail dot com.

utterance: Ok. Let me repeat. J.e.n.n.e.r.s. got moves at gmail?

utterance: Yeah.

utterance: Ok. All lower case?

utterance: Yeah.

utterance: Thanks. Ok, I can send this to you, but if you are on your way over and the email doesn't get to you in time, do you want to write the policy number down?

utterance: Good idea. Ok. Go ahead.

utterance: It's.

utterance: Wait, actually. I should pull over. I'm driving. Hang on.

utterance: Yes. Please be safe.

utterance: Ok. I'm set. Go ahead.

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

utterance: Four two seven six five five three one eight seven?

utterance: You got it.

utterance: Ok. Thanks. What about the proof that I have the policy?

utterance: Well, you could forward them the email I sent to you or you could wait until you get to a printer, then hand deliver it to them another day.

utterance: Right. Ok. I'll see what they say, it's just a long way over here for me. They're, well, they're office is like thirty minutes away from work, so it's out of the way.

utterance: I understand. You could also give them my number and extension and have them call me if they have any questions about your policy you would just need to give me permission to speak with them about your account.

utterance: Yeah. Sure. The lady that's helping me is, her name is Gloria.

utterance: Ok. Got it. Do you happen to know her last name?

utterance: #Oh. No, but it's something easy like Smith or Jones or something. Sorry. That's all I remember.

utterance: Not a problem. My number and extension will be in the email I just sent.

utterance: Thanks.

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

utterance: I think that'll do it. Are you here the rest of the day?

utterance: Yes.

utterance: Ok, I might have them call you while I'm there with them.

utterance: That's no problem. I'm happy to help if I can.

utterance: Thanks a lot.

utterance: #Mhm. If there's nothing else, thanks for calling Rivertown Insurance. Have a nice day.

utterance: Thanks. You, too.

utterance: Thanks. Bye bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Cara. How can I help you today?

utterance: Hey. I'm calling to change my security info. I keep forgetting the answers and I keep getting locked out.

utterance: #Oh. I can help you with that.

utterance: I remember enrolling and choosing the question about my teacher, but I, now I honestly don't remember if I put Missus Sloan or just Sloan.

utterance: I understand. Yeah. It goes by what you type in the field. I know what you mean.

utterance: Yeah. I need something easier.

utterance: Ok. Let's get your account pulled up so I can help you. What's your name?

utterance: It's Frank Stiller.

utterance: Ok. Frank, your birthdate?

utterance: Five two seventy three.

utterance: Five two nineteen seventy three. Thanks. Now, I would usually ask you one of your security questions, but today, instead, I'll ask for your social. Last four.

utterance: Yeah. It's three one five nine.

utterance: Ok. Five nine. Got it. And, can you also verify your zip code?

utterance: Nine seven two one four.

utterance: Thank you. Ok. Yeah. Looks like you are locked out.

utterance: #Yep. So frustrating.

utterance: So sorry for the inconvenience. I'll figure this out for you, though, ok?

utterance: Sure. Ok.

utterance: So the list of security questions, do you know what they are?

utterance: I just want to go with something easy.

utterance: Well, I think, probably, the easiest one is, yeah, your mother's maiden name? What's your mother's maiden name?

utterance: Yeah. Fine. Although I heard that's pretty hackable.

utterance: I can add an additional question to your account, but it would be one more thing to have to remember.

utterance: #Uh, fine. I'll have to write it down or I'll forget.

utterance: You know what I do?

utterance: What's that?

utterance: Do you have an iPhone?

utterance: Yeah.

utterance: I use my notepad.

utterance: That's not secure is it?

utterance: You can lock the notes you want secure.

utterance: Lock them?

utterance: Yes. It's a setting in the Notepad, Notes app.

utterance: #Huh. I've never heard of that, but that might work. Most of the time I get locked out of my account at work, because I wrote the stuff down at home.

utterance: Right. I get it. Maybe this will work for you.

utterance: Ok. I'll give it a try. How do I do it?

utterance: Ok. Open up your Notes app.

utterance: I'm there.

utterance: Create a new note.

utterance: Got it.

utterance: Ok, now type in your security questions.

utterance: #Oh. I didn't choose the second one.

utterance: Ok. No problem. Which one do you want?

utterance: The high school.

utterance: Ok. What's the name of your high school? Got it.

utterance: Lakeside High.

utterance: Ok, I'm going to type in Lakeside High, so make sure that's all you type in also. Ok?

utterance: Yeah. Got it.

utterance: Now, once you've typed the questions and answers, look up to the right upper screen and you'll see a circle with three dots.

utterance: I see it.

utterance: Ok. Select that and then a menu will pop up at the bottom.

utterance: Yep.

utterance: See the purple lock button?

utterance: Yeah.

utterance: Select that and your Face ID thing will flash and then the note will have the lock option. See the unlocked, like, little padlock in the corner?

utterance: #Oh. There it is. Yes.

utterance: That's it. Now, when you're done with the note, just tap on the padlock and it will lock. The next time you open the note, you'll see the Face ID thing and it will open.

utterance: Nice. I never knew that, I mean, the lock think, not the note thing.

utterance: I got it. Yeah. It's convenient.

utterance: Ok. Now what?

utterance: Well, I got the name of your high school, but I still need your mother's maiden name.

utterance: #Oh right. Marjorie, wait, no, that's her first name. Mayfield.

utterance: Ok. Mayfield. Got it. Make sure to add that to your note.

utterance: Already did.

utterance: Great! I unlocked your account, so now, you should be able to update your password and log in.

utterance: Thanks.

utterance: Did you want me to stay on the line with you while you try?

utterance: #Nah. It's alright. I'm sure it's fine.

utterance: Ok, then. Is there anything else today?

utterance: #Nope. Thanks, again, for the, iPhone tip.

utterance: Sure. No problem. Glad I could help. So, if there's nothing else?

utterance: #Mhm.

utterance: Have a good day and thanks for calling Rivertown Insurance. Take care.

utterance: Thanks, you, too.

utterance: Thanks. Good bye.

utterance: Bye bye.


utterance: Good morning! Thanks for calling Rivertown Insurance.

utterance: Hi.

utterance: How can I help I help you today?

utterance: Uh, I can't find my policy and I need proof of insurance.

utterance: Ok. Can I start by.

utterance: I had it in my email, but I can't find the email.

utterance: Ok. No problem. I'll need to look up your account first. Can I get your first and last name?

utterance: Yeah, it's Bobby Gillford.

utterance: Ok. Is that, Bobby with a Y or is the name Robert on your policy?

utterance: Oh, yeah. Probably Robert.

utterance: Ok. One second. Robert Gillford. Ok. Um, can I get your date of birth?

utterance: It's ten twelve nineteen eighty three.

utterance: Ten twelve nineteen eighty three. Hm. Ok. And, your zip code?

utterance: Seven five two three two.

utterance: Seven five . Great. Here you are. I need to verify your account using one of your security questions.

utterance: Ok.

utterance: What is your mother's maiden name?

utterance: Johnson.

utterance: Got it. Thanks. It looks like you have two policies with us. Auto and homeowners.

utterance: Yeah, I need auto.

utterance: Great. Um, it's, do you have something to write with?

utterance: I'll just put it into my phone.

utterance: Great. Ok, it's five seven two four three six nine zero three.

utterance: Nine zero three. Got it.

utterance: Great.

utterance: Can you email me the policy info?

utterance: Uh, sure. Hang on. Let me verify your email address.

utterance: It's g.i.l.l.s.c.o.m. at yahoo dot com.

utterance: Ok. Let me see here. Um, g.i.l.l.s.c.o.m. at yahoo. Yep. That's what we have. Good. I'll send this to you now.

utterance: Thanks.

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

utterance: Well, I need to see if my wife's, soon to be ex-wife's name is still on my auto.

utterance: Oh. Sure. One moment. Her name, please?

utterance: Marla.

utterance: Same last name.

utterance: Yeah. For now.

utterance: Ok. Marla Gillford. Yes. Her name is still on the policy.

utterance: I need to remove her name.

utterance: Hm. Ok, it looks like the title is still with the lender. Is this accurate?

utterance: Yeah.

utterance: Ok, so, unfortunately if the title still has your wife's name on it, you would have to change the title before we could take her name off the policy.

utterance: What do you mean?

utterance: The lender requires your vehicle to be insured and they hold the title. If the title still has her name on it, they'll need her name on the policy also. Does that make sense?

utterance: Kind of. So what do I need to do to take her name off the insurance?

utterance: Call your lender and find out what they would require and then give us a call back.

utterance: Well, our divorce could take a while and I'm not sure how long it will take to do all that.

utterance: I understand, but, unfortunately, I can't remove her name from the policy while your lender still shows her on the title.

utterance: So, what if I can't get her off the title?

utterance: Um, I'm not sure what your lender would require. From our end, we have to go with whatever is on the title since there is a lean holder.

utterance: Lean holder?

utterance: Sorry. Yeah, the lender.

utterance: Got it. Ok, so if I get her off the title, then I can get her off the policy?

utterance: Right, but we would need to get a copy of the new title from your lender.

utterance: Ok. It sounds like this is going to be a while.

utterance: Yeah. I'm honestly not sure. Sorry for the inconvenience.

utterance: It's alright. I'm just having a hard time going through this.

utterance: I understand. It can be rough.

utterance: Yeah. So, it doesn't cost more to have her on the policy?

utterance: No, mainly because you are listed as the primary driver.

utterance: Yeah. She doesn't really drive my car.

utterance: Right. That's what we have.

utterance: Ok.

utterance: mister Gillford, is there anything else I can help you with today?

utterance: Uh, I'll be moving out soon, so when I change my address, I need to call you back, right?

utterance: Yes, or you can update your address on our website.

utterance: Um, how do I do that?

utterance: Go to our website, Rivertowninsurance dot com, log in, then go to My Dashboard, then click on Auto.

utterance: Uh-huh.

utterance: Then you'll see the settings icon on the upper right side of the screen.

utterance: Ok.

utterance: Click on that, then look for edit to the right of your address.

utterance: Ok. Hang on, I'm looking now.

utterance: Oh, great. Take your time.

utterance: Yeah. I'm a visual person. It's better if I do it. I'll remember it better that way.

utterance: No problem.

utterance: Ok. I see it. So, I just type in my new address.

utterance: Yep, then click update.

utterance: Update. I guess I'll see that if I actually change my address?

utterance: Yes. It's on the next screen.

utterance: Yeah. I haven't moved yet.

utterance: Ok. Also, if you go back one screen, if you need to change any other profile information, you'll see it there.

utterance: Yeah. I see it.

utterance: Good.

utterance: I'll probably need to change my email address when I move, too.

utterance: Oh. Really? It looks like you have a yahoo address, which would be good wherever you are.

utterance: Yeah, but she uses it, too.

utterance: Oh, gotcha. Ok, well, if you need help doing this, please call us for assistance.

utterance: Will do.

utterance: Is that all today, mister Gillford?

utterance: Yeah. Did you send the policy info to my email?

utterance: Yep, it should be there. Make sure to check your spam folder if you don't see it.

utterance: Oh. There it is. It shows it's from support, not Rivertown.

utterance: Yep. You got it then?

utterance: Yes.

utterance: Ok, then. Have a good day mister Gillford and thanks for calling Rivertown Insurance.

utterance: Thanks. Bye.

utterance: Good bye.


utterance: Thanks for calling Rivertown Insurance, this is Jennifer. mister Singh, I see that you've already verified your account. Thank you.

utterance: Sure.

utterance: Are you calling about the vehicle accident reported last week?

utterance: Yeah. They told me to call back once I had the report. Police report.

utterance: Right. Good. So, did you upload that report to your secure portal?

utterance: Well, I tried, but it kept bumping me back to the submit page. Like, I didn't get a confirmation message.

utterance: #Oh. That's not good. Let me see what's going on here.

utterance: Ok.

utterance: I see you successfully uploaded photos of your vehicle damage, but I don't see the report. #Hm. Give me a second and I'll put in a ticket to our tech team.

utterance: Ok. Thanks.

utterance: #Yep. Ok. That's done. Now, let's see what we can do about this report.

utterance: Ok.

utterance: You know what?

utterance: #Huh?

utterance: I can just have you send it to me via email and I can forward it on to the underwriters.

utterance: Ok.

utterance: Or, even better, I can upload it to your claim portal on the back end.

utterance: Sounds good.

utterance: Do you have something to write down my email?

utterance: #Um, hang on a sec.

utterance: Sure.

utterance: Ok. Ready.

utterance: Ok. My email address is j. Ellis at Rivertown i.n.s. dot com.

utterance: J.e.l.l.i.s.?

utterance: Correct.

utterance: Ok. At Rivertown i.n.s. dot com.

utterance: Yep.

utterance: Ok. I'll scan it and send it to you.

utterance: Yes. That'll work.

utterance: Hang on a sec.

utterance: #Oh, you're doing it now?

utterance: Yeah. Hang on.

utterance: No problem.

utterance: Ok. It should be on its way to you.

utterance: Great. Now, I have a couple questions to ask.

utterance: Yeah. Ok.

utterance: Did you happen to get the other driver's insuranc info?

utterance: Yeah. It should be in the portal, yeah portal.

utterance: #Hm. I don't see it. Gosh, I wonder what's going on with this thing.

utterance: Not sure.

utterance: Ok. Well, if you have that, would you mind emailing it to me, too?

utterance: Sure. Hang on.

utterance: No problem. Take your time.

utterance: #Uh, what was your email again?

utterance: #Um, j.e.l.l.

utterance: Oh, right, here it is. It auto populated. J.e.l.l.i.s. .

utterance: Yes. Did it work?

utterance: Yeah. You should get it soon. I just sent it.

utterance: Great. Ok, let's see. What about injuries?

utterance: Injuries? Mine?

utterance: #Oh, sorry, yes. After the accident, did you see a doctor?

utterance: #Uh, yeah. I made an appointment two days after the accident because I couldn't shake a headache.

utterance: Ok. We'll need that info, too. Do you have the documentation from your doctor visit?

utterance: #Uh, well, they gave me a receipt for my copay, but nothing medical was on that.

utterance: Right. Ok. So, we'll need the doctor's notes. I'm going to email you a release form. This will give us permission to contact your doctor and get a copy of those notes. Ok?

utterance: Sure. Yeah.

utterance: Ok. #Um, sending it now.

utterance: Ok. #Uh, #yep, I see it. So just sign it and return?

utterance: Well, since the portal uploads aren't working for you, just email it back to me.

utterance: Ok. Do you need it right now?

utterance: #Oh, no. Take your time. In the next day or two is fine.

utterance: Ok. Thanks.

utterance: Also, if there was any prescription medication indicated, we'll need that info, too.

utterance: #Um, ok. They gave me something for my neck muscles. To, loosen them up. They think I had a concussion was concussed and some whiplash.

utterance: #Jeez. Ouch. That must have hurt.

utterance: For sure. I was out of work for a couple of days.

utterance: #Oh, really? Did you have loss of income because of it?

utterance: Well, I had to use personal days because I'm an hourly employee and all my days off are counted the same way. Personal days. So, technically, yeah, because those could have been vacations days down the road.

utterance: Right. We'll need that information from your employer. Do you have that info on your pay stub?

utterance: I think so.

utterance: Ok.

utterance: We get paid on Friday, so I'll look.

utterance: Good. And, if you see the vacation days on there, just email me a copy.

utterance: Got it. Ok.

utterance: So, I noticed you have a photo of some damage, but I can't make it out. Was that your car? Photo number two?

utterance: #Hm. Let me check.

utterance: Ok. It's the one of what looks like under where the wheel is. There's bent metal or something.

utterance: #Oh, yeah. That's not my car. That's the other guy's truck. The metal above his wheel got caught on my bumper. See? On the next photo. Number three?

utterance: #Whoa. Yes, I see it. Ok.

utterance: Yeah it was pretty bad.

utterance: Looks like it. Well, thanks for the clarification.

utterance: Sure. Anything else?

utterance: I'm making some notes, but we're almost done.

utterance: Ok. Good.

utterance: Have you received any calls from the other party's insurance provider?

utterance: #Oh, yeah, but I told them to call you and gave them that eight hundred number from the email you sent.

utterance: Perfect. That's exactly what you should have done.

utterance: Good.

utterance: Ok. That's about it for now.

utterance: Great.

utterance: Do you have any questions for me?

utterance: You'll call me if you need anything else, right?

utterance: Yes. If we need more info for your claim the underwriters will get in contact with you.

utterance: Ok. Thanks.

utterance: Thanks for calling Rivertown. Have a good day. Bye!

utterance: Thanks, bye.


utterance: Good morning! Thanks for calling Rivertown Insurance. This is Avery. How can I help you today?

utterance: Well, I heard you guys have pet insurance. Is that true?

utterance: Yes. We sure do. How did you hear about us?

utterance: I have a friend, who, told me about it and I have a dog, a Doodle, and wanted to get some coverage for her.

utterance: #Ah. I love Doodles. They are so sweet.

utterance: They are for sure.

utterance: Is your, what's her name?

utterance: Bella.

utterance: Cute! Is Bella a puppy?

utterance: #Oh. No, she isn't, she's about three.

utterance: Ok. No problem. As long as she's under five years, we can provide coverage for her.

utterance: Great. Thanks!

utterance: Ok. We have a couple of options. We have Petcare Basic and Petcare Preferred at five hundred and a thousand a year, respectively.

utterance: #Oh, that's less than I expected.

utterance: Good. I'm glad it'll work for you. Now the coverages are like discounts. All the discounts are for vet visits, vaccines, and annual visits. They also cover prescription drugs, but not over-the-counter meds. Make sense?

utterance: I think so. So, how much, what is the discount for each plan?

utterance: #Oh. Right. The Basic is a fifty percent discount on visits, and twenty five percent on prescriptions.

utterance: #Mhm.

utterance: Then, the Preferred plan is an eighty percent discount on visits, and fifty percent discount on prescriptions.

utterance: Ok. That one sounds good.

utterance: Fantastic. Let's get started.

utterance: Great.

utterance: Can I get your name?

utterance: Sure, it's Ellis Robbins.

utterance: Ok. Ellis Robbins. And, your address?

utterance: Five six two three Ridgehouse Lane.

utterance: Ok. And the zip?

utterance: The zip is o. o. three two six.

utterance: Zero Zero three two six. Thanks. And, a good phone number for you?

utterance: Three three seven, six one eight, seven two four four.

utterance: Three three seven, six one eight, seven two four four?

utterance: Yes.

utterance: #Um, ok, and your email.

utterance: E.l.l.s.d.o.o.d.l.e. at yahoo.

utterance: Ell's doodle at yahoo?

utterance: #Yep!

utterance: So sweet. And, what's her name?

utterance: It's Bunny.

utterance: #Ah, so cute. Bunny.

utterance: She kind of hops when she starts to run, so that's how she got her name.

utterance: Adorable.

utterance: She's a sweetie.

utterance: I bet. Ok. You said Bunny is a Doodle that's about three years old? Do you know her exact birthdate? #Er, is it on her, well, did you get her from a pound or humane society?

utterance: #Oh. No, our friends had a litter and we got Bunny from them.

utterance: Nice, so what is her birthdate?

utterance: It's seven twenty two thousand eighteen.

utterance: July twentieth, two thousand eighteen?

utterance: Yes.

utterance: Great. And, now for your monthly payments, I'll need your card number.

utterance: #Oh. #Mhm. Hang on a second.

utterance: Sure.

utterance: Here, it's fifty two seventy.

utterance: Five two seven zero. Visa?

utterance: Yeah. Visa.

utterance: Ok. Thanks. Continue.

utterance: Six six three one.

utterance: Six six three one.

utterance: Five seven nine eight.

utterance: Five seven nine eight?

utterance: #Mhm. Three seven one four.

utterance: Three seven one four. Great. And, the expiration?

utterance: Eight of twenty five.

utterance: Eight of twenty five. Got it. And, the three digit number on the back of the card.

utterance: Three one three.

utterance: Three one three. Thanks. Now, let me repeat all that back to you before I run the payment through.

utterance: Ok.

utterance: It's a Visa. Five two seven zero, six six three one, five seven nine eight, three seven one four with an expiration of eight of twenty five, and three digits of three one three.

utterance: Yes, that's correct.

utterance: Great! Let put this first payment through and you'll be all done and Bunny will be covered.

utterance: Great. Thanks.

utterance: Ok. The payment went through and you'll get a receipt via email. You get a separate email with the policy information and you'll receive a card in the mail for you to use at your vets office.

utterance: #Oh, perfect.

utterance: Was there anything else today, Ellis?

utterance: #Nope! That works. Thanks.

utterance: Fantastic. I hope you have an awesome day and thanks for calling Rivertown.

utterance: #Mhm. Bye.

utterance: Good bye.


utterance: Excuse me. Hi, this is Tricia. Thanks for calling Rivertown Insurance. How are you today?

utterance: Good. How are you?

utterance: [clears throat] Good. Thanks for asking. Sorry. I swallowed wrong right before I answered. What can I do for you today? [clears throat].

utterance: Well, I just got a puppy and was hoping I could sign up for pet insurance and a friend told me you guys do this.

utterance: Ah, so nice! You have a new fur baby!

utterance: Yeah. She's super cute.

utterance: I bet! So we have a couple of options for pet insurance. I can share the details of each with you.

utterance: Ok. Well, I don't want to worry about her at all, so whatever the best plan is, that's what I want.

utterance: She stole your heart, huh?

utterance: Oh, for sure. She's a little princess!

utterance: She sounds precious! In that case, we have a Petcare Preferred plan that goes for one thousand dollars per year.

utterance: And, that's about, what? Eighty some dollars a month?

utterance: Yeah, it would be a little over eighty three dollars a month.

utterance: Ok, so, uh, what does that cover?

utterance: It works mostly like a discount plan. Each time you take her into the vet, you would only pay fourty percent of the total office charge and then if there are any medications, you would receive a twenty five percent discount off the total cost of the medications. This becomes a significan't savings if something serious happens or if she comes down with an illness.

utterance: Right. Ok. And, what about shots. Does it cover those.

utterance: Yep. In fact, all of the standard scheduled canine vaccinations would be free.

utterance: Free! Wow, that's great!

utterance: Right? So, you start saving money right off the bat.

utterance: What about emergency care? Does it cover that?

utterance: Yep. It covers emergency care the same way it covers an office visit.

utterance: Nice. Ok. Um, what else? Um, what about end of life stuff, like if we decide to put her down for whatever reason, does it cover that?

utterance: If the termination is done by a licensed veterinarian, then, yes. But, you know those companies that do in home terminations?

utterance: Yeah.

utterance: Unless, those are done by a licensed veterinarian, then we can't cover it. It really depends on how they bill it.

utterance: Oh, gotcha. Hopefully, we won't have to worry about that for a long time.

utterance: Gosh, I hope not.

utterance: Um, so does it cover any over the counter medications, like heart worm medication or anything like that?

utterance: Unless it is prescribed by the vet at the time of the office visit, unfortunately, no.

utterance: Ok. Well, I had to ask. .

utterance: Right, no problem. So, does this sound like the right.

utterance: What about if something happens to her, physically, and she needs like those little wheels on her back legs to get around. Would it cover that?

utterance: Oh, right. Well, if it is prescribed by the veterinarian and it is on her vet bill, like if the device comes from the vet, then yes, but if it's something you buy for her somewhere else, then I don't think so.

utterance: Ok. I think I got it.

utterance: So, what do you think? Are you ready to sign up for the Petcare Preferred plan?

utterance: Yeah, I think that'll work. Is it something I can cancel if I no longer want it?

utterance: Yes. There's no contract, but we bill monthly, so if your payment's already processed, you'll be covered until the end of that month.

utterance: Got it.

utterance: Ok. Do you have any more questions before I create your policy?

utterance: Nope, that'll do it.

utterance: Great. Ok. Um, I don't think I got your name. What is your first and last name?

utterance: Jasper Falcon.

utterance: Ok. Can you spell that for me?

utterance: Yeah. J.a.s.p.e.r. F.a.l.c.o.n.

utterance: c.o.n. Got it. And, your princess's name?

utterance: Darla Falcon.

utterance: D.a.r.l.a?

utterance: Yep.

utterance: Ok. Um, now your address. Mailing address.

utterance: Fifty four seventy one West Maple Road.

utterance: Five four seven one?

utterance: Yes.

utterance: Ok. And, now, your email address so we can send your bills electronically?

utterance: It's j.f.a.l.c.o.n. at gmail.

utterance: Ok. At gmail dot com?

utterance: Yep.

utterance: Ok. City and zip code?

utterance: Uh, Phoenix eight five two two one.

utterance: Phoenix, eight five two . Thanks. And, a good phone number?

utterance: Uh, four eight zero, three two seven, ninety two sixty one.

utterance: Four eight zero, three two seven, nine two six one?

utterance: Yeah.

utterance: Ok. Great. Now I need Darla's birth date.

utterance: Well, we got her from the Humane Society, so they're not a hundred percent sure, but their best guess is May of this year.

utterance: Oh, she's a baby! Ok, let's put May first. Sound good?

utterance: Perfect!

utterance: Great. What kind of dog is she?

utterance: They think she's a labradoodle, but they're not sure, but that's what's on her adoption papers.

utterance: Good. Let's go with that. Labradoodle. What is her current weight and her expected adult weight?

utterance: Right now, she's around ten pounds, but she'll probably be around seventy five to eighty pounds when she's fully grown.

utterance: I'll just put eighty pounds, ok?

utterance: Yep. Good.

utterance: Now, I need to ask you a few questions about Darla's health, ok?

utterance: Ok.

utterance: Are you aware of any life threatening illnesses or birth defects that she might have?

utterance: Um, no. The vet at the Human Society gave her a clean bill of health when we adopted her, but she hasn't been to our vet yet.

utterance: Ok, no worries. Health excellent. Has she been spayed?

utterance: Yeah, they did that at the Humane Society.

utterance: Perfect. Alright. I'm just finishing typing in the policy submission form. One second.

utterance: Mhm.

utterance: Ok. Now we'll need to get a form of payment on file. All of your payments will automatically processed using your preferred payment method.

utterance: Ok. Do you take Visa?

utterance: Yes. Ok. Your card number?

utterance: Four two eight zero. Seven two six nine. Eight five two three. Two eight two two.

utterance: Ok. Let me repeat that. Four two eight zero seven two six nine eight five two three two eight two two.

utterance: That's it.

utterance: Ok. And, expiration?

utterance: Uh, eleven of twenty two.

utterance: Got it. And, the number on the back?

utterance: Five one four.

utterance: Ok. Got it. Now we'll take the first payment today and the subsequent payments will come out on the first of each month.

utterance: Alright.

utterance: You're all set! Is there anything else I can do for you?

utterance: Nope. Thanks!

utterance: Thanks for trusting Rivertown Insurance! Have a great day and enjoy your new baby girl!

utterance: Thanks so much! You, too! Bye!

utterance: Bye.


utterance: Thanks for calling Rivertown, this is Candy, how can I help!

utterance: Hi there. I'm calling because I need to remove my son from our, my life insurance.

utterance: Ok. I can help you with that.

utterance: [clears throat] I tried to do it myself, but I couldn't figure it out on the damned website.

utterance: #Oh, I'm sorry to hear that.

utterance: Yes. It's very confusing. Someone should figure it out. It needs to be more user friendly.

utterance: Well, I can certainly put in a ticket to our tech team. Was there anything specific that you got hung up on?

utterance: Yeah I got hung up. After I logged in there was nothing there that was easy to figure out.

utterance: So, if I understand, you couldn't find your life insurance account?

utterance: Well, there was the dashboard thing and there was a summary, but nowhere on that damn page was there a place to get to the insurance page.

utterance: #Oh, I'm so sorry it was confusing for you. I will definitely let the tech team know you weren't, that the dashboard wasn't user friendly for you.

utterance: Fine. So, can you remove my son from my life insurance?

utterance: No, problem, sir. I can help you. To help you, I need to first bring up your account. Can I have your first and last name, please?

utterance: [clears throat] Yes. It's William Evans the third.

utterance: Thank you. And, your birthdate?

utterance: January tenth, nineteen fourty six.

utterance: Thank you. One ten fourty six.

utterance: #Mhm. Now what?

utterance: Ok. I need to verify your account by asking you your chosen security question.

utterance: Fine. Let's get to it.

utterance: Sure. What is the name of your first pet?

utterance: I don't remember.

utterance: Ok, what about the name of your childhood best friend?

utterance: How am I supposed to remember that?

utterance: I'm sorry, sir, these are the questions you set up on your account.

utterance: Well, I don't remember!

utterance: No problem. I can verify your account with, having you tell me your, the last four digits of your social security number.

utterance: Fine. It's nine six two four.

utterance: Nine six two four. Thank you for verifying.

utterance: Yeah. Yeah, now can we get to the reason I called?

utterance: Yes, sir. I see that you have three beneficiaries on your life insurance policy. Meridith, David, and Jerrid. I show David and Jerrid are at twenty five percent. Which one would.

utterance: Jerrid. It's Jerrid. Take him off.

utterance: Ok. Ok, sir. I'm happy to do this. Give me one moment.

utterance: #Mhm.

utterance: Ok, sir. We'll need to reconcile, the discrepancy with the well, your beneficiary designations have to equal one hundred percent. Did you want me to.

utterance: Just add it to David's share!

utterance: Ok. I can do that. No problem. One second, please.

utterance: #Mhm.

utterance: Ok, sir, I've changed the beneficiary designations so that Meridith and David are your primary beneficiaries at fifty percent each. Is that correct?

utterance: Yes. Yes. Anything else?

utterance: #Uh, I'll be sending a confirmation to you via email and the changes will, are effective immediately.

utterance: Not soon enough.

utterance: Sir, I don't see that you have anyone listed as a secondary beneficiary. Would you like to add Jerrid as a secondary beneficiary instead.

utterance: No, why would I do that! He's an ungrateful, arrogant, unworthy .

utterance: Ok. I understand.

utterance: No, no you don't! You sound way too young to have children! Do you even have children?

utterance: No, sir. I can imagine it can be frustrating at times. I know I wasn't, well I was no angel and I'm sure I put my parents through some tough times.

utterance: Yes, well, Jerrid was supposed to start Standford next semester and he just informed me that he wants to travel across India. I mean, what the hell is that! Who would give up Standford for a whim! No Evans in the history of our family has ever not gone to college!

utterance: #Oh. That's got to be frustrating. I'm sorry you're going through such a difficult time.

utterance: Well, it is difficult. Throwing away a prosperous future for some cockamamie trip, with his buddies, no less. The same ones I knew would be bad for him.

utterance: #Hm.

utterance: Anyway, I just didn't know what to do other than force his hand. And, do you know what that kid did?!

utterance: No, sir.

utterance: He said he didn't need the money! Doesn't need the money? Who doesn't need money? Everyone needs money! He is ridiculous!

utterance: I understand.

utterance: Right. Well, he'll see how much he doesn't need money when he can't afford a plane ticket home from India. India for God's sake!

utterance: I'm sorry, sir. It sounds like you've had a rough day. Is there anything more I can do for you today?

utterance: No. No. That's all. And, no! I don't want him as a secondary beneficiary.

utterance: Ok. I understand, sir. He has been removed and you will receive confirmation of these changes.

utterance: Fine. When?

utterance: #Oh, you should see an email within thirty minutes just as soon as the system processes the changes.

utterance: Fine.

utterance: If there's nothing else, sir?

utterance: No. that's it.

utterance: Ok. Thank you for calling Rivertown Insurance and I hope your day gets better.

utterance: Right. Thanks.

utterance: My pleasure. Bye.

utterance: Good bye.


utterance: Hi there thank you for calling Rivertown Insurance. My name is James. How can I help you today?

utterance: Oh hi James. Yes I need to get a copy of my insurance information from you.

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

utterance: My name is Ken Collie.

utterance: OK mister Collie would you please spell your last name for me?

utterance: Okay it is C O L L I E.

utterance: Got it. Thank you for that. Let me see here do you happen to have your policy number?

utterance: Yes I believe I do I oh I did have it here a second ago shoot I shut my computer down and oh I don't have it I am sorry.

utterance: That is not a problem at all we can look it up here I will just need to verify your identity. Can you please tell me your date of birth?

utterance: Yeah my birthday is October fourth ninteen eighty.

utterance: Ok and next I will need your social security number please.

utterance: Sure thats seven three two one zero nine five six four.

utterance: Alright I will just read that back to you. I have here seven three two one zero nine five six four. Is that correct?

utterance: It sure is!

utterance: Okay fantastic now let me see oh I need you to please answer the security question you chose for this account.

utterance: Okay I can do that.

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

utterance: Nicky. Nicky Lopez. What a guy.

utterance: Okay we have now verified your identity and have accessed your account. Were you wanting m to mail you a paper copy of your proof of insurance or were you wanting a digital copy?

utterance: Oh I guess a mailed copy would be best but actually can I just get both? I didn't know digital was an option.

utterance: Yes of course we can certainly do both. Digital is a nice option. Nice and quick and easy to access on your phone!

utterance: Yeah exactly what I was thinking!

utterance: Well let's get this going here. First I will need you to tell me the address you would like this sent to.

utterance: Five six one east mission way. Toister City. Arizona six two two three one.

utterance: Okay let me just read that back to you to make sure I got it right. Five Six One east mission way. Toister City Arizona six two two three one?

utterance: Yes that is correct sir!

utterance: Perfect I will have this sent out to you today at that address. It will probably take three to five days to arrive. Next up digital! .

utterance: Okay cool.

utterance: So for this of course I will need your email address please.

utterance: yeah ok my email address is KCBaller at xyz dot com.

utterance: So that is the Letters K and C and the word baller at xyz dot com?

utterance: Yeah that is right.

utterance: Ok I will send this email right now. Sent it so you should be receiving that here in just a few minutes.

utterance: Yeah I just heard the notification. Got it here.

utterance: And just so you know you can access this information any time by logging into your account through our website.

utterance: Oh ok thats cool.

utterance: Yes it is really quite convenient. You can view and print your proof of insurance right from the website.

utterance: Okay good to know.

utterance: Well it looks like we have two copies coming your way one digital and one by mail. Is there anything else I can help you with?

utterance: Uh actually yes now that I think of it I am wondering how to get on my account online? Is it just using my email address?

utterance: Yes sir. Your username is your email address and if you forget the password we can either reset it over the phone or you can actually just go through the process online.

utterance: Oh I see it here ok. Forgot your password button right here.

utterance: Yep. That should do it for you.

utterance: Cool thanks so much. You have been really helpful.

utterance: Very happy to assist you. I am glad I was able to help today.

utterance: Yeah me too. Well I guess that is all.

utterance: Okay well if you don't mind staying on the line to complete a survey about your experience that would be great.

utterance: OH sure I guess I can do that. Like right now?

utterance: Yes I will place you on a brief hold and you will be transferred to an optional survey. Thanks for your business mister Collie. Have a great day.

utterance: Ok yeah you too. thanks. Bye.


utterance: Hi. I'm Carla. Thanks for calling Rivertown Insurance. What can I do for you?

utterance: Hi. How are you?

utterance: Thanks for asking. I'm doing great.

utterance: Good. I'm a little frustrated because I've been trying to get a hold of my agent, but I can't seem to get them to call me back.

utterance: #Oh. I'm sorry to hear this. Sorry for the inconvenience.

utterance: #Mhm.

utterance: Let me see what I can do. What is your full name?

utterance: Can't I just give you their name and have you tranfer me?

utterance: Unfortunately, I need to verify your account first so that I can see who your agent is.

utterance: I can tell you their name.

utterance: I still need to go through the process of verifying your account first.

utterance: #Oh, alright. Go ahead.

utterance: Your name?

utterance: Jen Baker.

utterance: Is that Jennifer on the account?

utterance: Yes. Baker.

utterance: Jennifer Baker. Thanks.

utterance: #Mhm.

utterance: Your birthdate?

utterance: Nine three ninety eight.

utterance: Thanks. Here's your account. To verify your account, I'll ask a security question.

utterance: Sure.

utterance: What is your mother's maiden name?

utterance: Drekker.

utterance: Thanks for verifying. Is this for your auto claim?

utterance: Yes.

utterance: Ok, I show that your agent is Keith.

utterance: Yes. I could've told you that.

utterance: Sorry. Just trying to go through my process here.

utterance: #Mhm.

utterance: I can try giving Keith a call to see if he's in. One moment while I put you on hold.

utterance: #Mhm.

utterance: Jennifer?

utterance: Yes. It's Jen.

utterance: Sorry. Jen, I just tried to call his extension and I'm getting his voicemail. I can transfer you to leave a message, or I can message him and let you know you'd like to speak with him right away.

utterance: Well, I've already left him like three messages in the past three days and he hasn't returned my call.

utterance: I see. It's possible you called on his days off. We don't have typical hours here.

utterance: Ok. Well, just message him, then.

utterance: I can do that. Give me a second to do this.

utterance: #Mhm.

utterance: Ok, Jen. I've messaged Keith to let him know you need to speak with him urgently.

utterance: Not urgently, just return my call. .

utterance: I understand. If he hasn't returned your call by the end of today. Please call me back.

utterance: Ok. How do I get a hold of you. It's an automatic calling center, right?

utterance: I can give you my extension, so that you can get directly to me.

utterance: When do I enter the extension, when I call back?

utterance: After you press one for English, when they ask you why you're calling, just as soon as you hear that, you can enter an extension at any time.

utterance: Ok. Thanks.

utterance: I'm so sorry for the inconvenience and I'm hoping Keith calls you right away when he sees my message.

utterance: Me, too.

utterance: Is there anything else I can do for you today, Jen.

utterance: No, just get my agent to call me.

utterance: Ok. Hopefully, the message to him will work.

utterance: Yeah. We'll see.

utterance: If there's nothing else, Jen, thanks for calling Rivertown Insurance and have a good day.

utterance: Thanks. You, too. Bye.

utterance: Bye bye.


utterance: Good morning! Thanks for calling Rivertown Insurance! I'm Jerry. How can I be of assistance today?

utterance: Hi, Jerry. A friend told me you have condo insurance. Is that right?

utterance: Yes, we do! We have two different plans.

utterance: Great.

utterance: Do you already have an account with us? #Um, another type of insurance?

utterance: #Nope. This is the first time I've called.

utterance: Ok. Not a problem. I can get you started.

utterance: Great.

utterance: What's your first and last name, please?

utterance: Miles Hardy.

utterance: Great. Miles Hardy. Ok, Miles, now give me your mailing address.

utterance: The condo address?

utterance: Um, if it's the same as your mailing address. Some people that have condos have p.o. boxes.

utterance: #Oh, right. No, it's all the same address.

utterance: Ok. Go ahead.

utterance: Ok. It's fifty one seventy seven Fairy Lane.

utterance: Ok. Five one seven seven Fairy Lane.

utterance: Yes, right.

utterance: Ok, and your zip?

utterance: Five six one seven three.

utterance: Five six one seven three. Got it. Thanks. Is there a unit number?

utterance: #Oh, right! That would help! It's unit thirty two.

utterance: No problem.

utterance: We're in the middle of moving and I'm exhausted.

utterance: #Uh-huh. Moving can be tiring.

utterance: #Yep. And, I totally procrastinated getting this done, so now my partner is like, Miles, we need the insurance before we move in and I'm like I know, I know. I'm on it. .

utterance: #Oh goody. You got the fun task of getting insurance.

utterance: Right?! Not so fun.

utterance: Well, I'll try to make it as painless as possible.

utterance: Thanks. Sounds good. What else do you need from me?

utterance: Well, where was I, right. Here. What is your birth date?

utterance: Eight three eighty two.

utterance: Ok. August third nineteen eighty two?

utterance: #Yep.

utterance: Good. Ok. And, now I'll need your social.

utterance: Ok. It's six two one, three two two, seven seven nine two.

utterance: Six two one, three two two, seven seven nine two?

utterance: Yes. Right.

utterance: Ok. Alright. Who will be living in your condo? Just you and your partner?

utterance: Yep. Just me and Ben.

utterance: Great. Ok. Now what is the square footage of the condo?

utterance: It's about thirteen hundred.

utterance: Ok. Thirteen hundred. With a garage?

utterance: Yes. It's underneath.

utterance: #Oh, so the condo is on top of the garage?

utterance: #Yep. Two stories of condo on top.

utterance: #Wow, so it's three stories.

utterance: #Um, technically, #yeah.

utterance: Ok. Got it. Now what is the outside made from like stucco, or does it have vinyl siding?

utterance: #Uh, it's stucco.

utterance: Ok. And the style of the condo.

utterance: Style?

utterance: Yeah, like mid-century, modern, craftsman.

utterance: #Oh. Right. It's listed as mid-century.

utterance: Great. Thanks. Is your washer dryer on either of the upper stories?

utterance: No, thank God. Can you imagine? There is a small laundry room in the garage.

utterance: #Oh. Nice.

utterance: Yeah, it's a big selling point.

utterance: For sure. Now, what is the estimated value of the condo? Did you get it inspection report alread?

utterance: Yes. They said it's about two hundred thirty thousand.

utterance: And, do you have a loan?

utterance: Yes. For, one ninety.

utterance: Great. Perfect. #Oh, before, what's the county?

utterance: Callen. Callen County.

utterance: Thanks. I had to enter that before I could move to the next page. Thanks.

utterance: Sure.

utterance: Alright, so I can tell you now we have two different policies for you to choose from.

utterance: Great.

utterance: We have the Condo Basic and the Condo Preferred.

utterance: How much are, is the Basic?

utterance: #Um, the basic is five hundred a year.

utterance: And how much coverage for that?

utterance: #Um, It's up to three hundred thousand and liability is at one hundred thousand.

utterance: That sounds good. What about the other one. The Preferred?

utterance: #Uh, it will cover up to five hundred thousand and the liability is at two hundred thousand.

utterance: Ok. #Um, thanks, and how much is that one?

utterance: Six hundred a year.

utterance: #Oh. That sound way better than the other one and it's not that much more.

utterance: Yes. It's a very good policy.

utterance: Good. Then let's go with that one.

utterance: Ok. Great! I'll tentatively sign you up for that, but before it is active, you'll need to log in and upload the inspection report. There will be a document with further instructions.

utterance: Where on the site?

utterance: #Oh, sorry. Log in then go to your dashboard, then click on My Messages, then you'll see a message from me with an attachment. This will be the instructions and will let you know how to proceed with the upload.

utterance: Great. Sounds good. #Um, how soon will the message be there.

utterance: Well, as soon as I submit this quote. The system will automatically drop the packet into your messages.

utterance: Perfect. Thanks.

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

utterance: Nope that's it. I'm so glad that's done! #Whew!

utterance: No kidding. Congrats on your new place and thanks for calling Rivertown Insurance.

utterance: Thanks. Have a good day!

utterance: You, too! Thanks!

utterance: Bye for now.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Evan. How can I help you today?

utterance: I need to work on getting car insurance and I'm calling around to get quotes.

utterance: Ok, well, thanks for considering us for your auto insurance. I can help you.

utterance: Thanks.

utterance: Can I get your full name?

utterance: It's Penny Brown.

utterance: Ok, Penny, can I get your birthdate, please?

utterance: Yeah, it's August twenty first, ninety seven.

utterance: Ok. Thank you. And, a good phone number for you?

utterance: Yeah. It's my cell. Nine one eight, six seven two, four four one three.

utterance: Nine one eight, six seven two, four four one three?

utterance: #Yep.

utterance: Thanks. Now can I get your physical address?

utterance: Yeah, it's two two five seven, East Ranger Road, Billings, Montana, five one six three two.

utterance: Thanks. #Um, five one six three two. Got it. And, your email address?

utterance: It's pretty easy, just, Penny Brown nine seven at gmail dot com.

utterance: Ok. That is easy. Thanks. Now I'm going to ask you a few questions and this will help me give you an accurate quote because once we are finished, our system will run a d.m.v. check using your drivers license number. Ok?

utterance: I figured. No problem.

utterance: Ok, Penny, what is your drivers license number?

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

utterance: Ok, let me repeat that back, it's three two one four six eight nine zero zero seven?

utterance: #Yep.

utterance: Thanks. Ok, in the last two years have you receive any traffic violations?

utterance: No.

utterance: Ok. And, do you have any warrants out for your arrest?

utterance: No.

utterance: Ok. Thanks. How many miles, per year do you travel?

utterance: You mean like total or just to work and back?

utterance: Total.

utterance: Ok, let's see. #Um, probably around fifteen thousand.

utterance: Ok, thank you. How far, one way, do you travel to work?

utterance: #Oh, gosh. #Um, probably about ten miles?

utterance: Ten miles. Ok. Now, I'll need the year, make and model of your car.

utterance: Ok. It's a Nissan Leaf, two thousand fourteen.

utterance: Thank you. Is that an electric car?

utterance: Yeah. They're great!

utterance: I've always wanted an electric car. Do they run out of, does the battery run down quickly?

utterance: It really depends. If I have the a.c. on, it goes quicker, but just commuting every day, one charge goes for about sixty miles.

utterance: #Oh, that's great!

utterance: Yeah. I think the Tesla's go farther.

utterance: Nice. I'll definitely have to look into it.

utterance: I think it's worth it.

utterance: Yeah. For sure. Ok, we're almost done here. #Um, where was I? Here. #Uh, Penny, are you the only one driving the car?

utterance: Yes.

utterance: Ok. And, are there any security devices in the car?

utterance: I'm not really sure. I didn't add anything myself.

utterance: Ok. That should pull up when they run the make and model of the vehicle.

utterance: Ok. Good.

utterance: So, now that I have all your information, there are three plans we can offer you.

utterance: Ok.

utterance: We have Basic, Preferred and Complete Auto. The Basic plan covers one hundred thousand in under insured and uninsured with fifty thousand in liability and medical.

utterance: #Mhm.

utterance: The Preferred plan covers one hundred fifty thousand in under insured and uninsured with seventy thousand for liability and medical.

utterance: #Hm. Ok.

utterance: The Complete plan covers two hundred thousand in under insured and uninsured with one hundred thousand for liability and medical.

utterance: Ok. So, how much are they, each.

utterance: The Basic is a thousand per year, the Preferred is.

utterance: Hang on a second. I'm writing this down.

utterance: #Oh. Ok. I'll take a minute while you catch up.

utterance: Ok. Go ahead.

utterance: Ok, so the Preferred is fifteen hundred a year.

utterance: #Mhm.

utterance: And, the Complete is two thousand a year.

utterance: Ok, what is that all monthly.

utterance: #Um, one minute and I'll get you the numbers.

utterance: Sure.

utterance: Basic is eighty three eighty four, Preferred is one twenty five, and the Complete is one sixty six sixty seven, monthly.

utterance: Got it. Thanks.

utterance: I can send all this to you via email if that would help.

utterance: Yeah, that'd be great.

utterance: Ok, let me get this ready to send to you.

utterance: #Mhm.

utterance: Alright. I've got an email on its way to you. You'll see a link that will take you to the quote.

utterance: Ok.

utterance: Once you have a chance to look it over, you can call us back and enroll in whichever plan is good for you.

utterance: Ok, so will I have to go through all the questions again?

utterance: #Oh, no. I'm going to save all this information in your profile. Once you decide, we'll create an account for you and then you can enroll.

utterance: Ok. I understand. Is it important to have a lot of liability?

utterance: It's really up to you. There is some good information on our website about how to pick the best plan for you.

utterance: Ok. Where on your site.

utterance: #Um, here, just go to Rivertown Insurance dot com, then go to insurance, then go to f.a.q. You'll see a bunch of information about the options.

utterance: Ok. Got it. Thanks.

utterance: Any more questions?

utterance: Yeah. What about the medical? Is that like health insurance?

utterance: No. If you are injured in an accident that amount is alotted for treating those injuries, the ones from the accident.

utterance: Ok, so I wouldn't use my health insurance for an accident?

utterance: Initially, yes, but we would reimburse for any costs you incur for medical, like copays, prescriptions, and that kind of thing.

utterance: #Oh, ok. I got it.

utterance: Great. Anything else?

utterance: #Nope. I'll look it over and call back.

utterance: Great. Well, have a good evening and let us know if there's anything more we can do to help.

utterance: Will do.

utterance: Thanks for calling Rivertown Insurance. Have a good night.

utterance: Thanks. You, too. Bye.

utterance: Thank you. Bye bye.