utterance: Good morning, and thanks for calling Rivertown Insurance. This is Jessica speaking.

utterance: Hello. #Um, I'm trying to make some changes to my account online, and it won't let me do it?

utterance: #Oh! I'm sorry to hear that it's giving you troubles. What are you trying to do?

utterance: #Um, I'm actually trying-trying to cancel the account?

utterance: Oh. Well, unfortunately that's one of the few things you can't do online? That's an action you have to make directly.

utterance: Oh. I mean, it's so much easier to cancel if you don't have to talk to someone.

utterance: Yeah, I understand that. I guess, we hope that if you call we can see if there's something we could do to help the situation so you don't have to cancel?

utterance: Yeah, well it-it's just awkward. I want to cancel my plan. That's the end of it.

utterance: I undersand. I'm really sorry to hear that. Let's pull up your account and we'll take a look.

utterance: No, no looking. Just canceling. Sorry, but I don't want to go through the whole spiel.

utterance: That's fine-that's just fine. I just need your name and policy number so I can pull up the account so we can cancel it.

utterance: Oh, yeah. Sure. That'd be fine. So what do you need?

utterance: Your full name, first.

utterance: Spencer Hardy.

utterance: Thanks for that. And what is your policy number?

utterance: I had it up here on the website but then I closed it out because you said I couldn't cancel online.

utterance: Oh, I'm sorry.

utterance: Yeah, so can we look it up another way?

utterance: Without the policy number we have to user two security verifications-.

utterance: Yeah?

utterance: Your social security number and answer to the security question.

utterance: See? That's what I hate about this place. Nothing's easy.

utterance: I'm-I'm sorry. But it's to protect your account-.

utterance: My account pays for nothing. I was flooded and I found out nothing is covered. Everything is just, ruined.

utterance: I'm-I'm so sorry to hear that. How was nothing covered?

utterance: It was my renter's insurance-said that I had to go up another tier in order to get coverage from flooding. My cat turned the faucet on in the bathroom and must have-must have stepped on the stopper in the sink. It's just-just so annoying.

utterance: Oh! I'm sorry to hear about the damage. So you're saying that Renter's Basic didn't cover the damage?

utterance: Yeah. They said that I'd have to do the Renter's Preferred for water damage. Little too late now, right?

utterance: Yes, that's unfortunate. They didn't mention that, or, send you any documents outlining coverage of your policy?

utterance: Maybe? I dunno. Really, like I just needed insurance to get the apartment and now the insurance doesn't work, so I'm cancelling.

utterance: I understand, and I'm sorry. Just so you know-.

utterance: What?

utterance: #Um, Renter's Preferred is only a hundred dollars more and is competitive with all the other insurance providers out there.

utterance: Yeah? Well, what. Is it going to do anything now?

utterance: Well, no. But, your cat might do something similar in the future?

utterance: Look. You guys weren't there for me so now I'm taking my business elsewhere.

utterance: I understand. But, to cancel your account I'm going to need either your policy number or your-.

utterance: Yeah. You want all my sensitive information. Mother's maiden name.

utterance: I can hold while you look up your policy number.

utterance: #Um. Okay. Yeah. Let's do that. I'll-I'll be right back.

utterance: No problem. I'll be right here.

utterance: Okay. I'm back and I have the policy number.

utterance: Great. What's the information?

utterance: Hey look-I'm, I'm sorry for being so angry. I just was surprised.

utterance: Oh, no. I totally understand.

utterance: I just didn't really understand the policy, I guess. So, I'm just in a bad spot.

utterance: You might want to check with your rental agreement? Sometimes they require some fee from renter's in case of accident? It can cover some things like water damage.

utterance: Oh, really? I haven't even checked with them because I don't want-want them to know.

utterance: Yeah, my apartment flooded once and I didn't have water damage coverage.

utterance: Uh-huh?

utterance: And I found out that part of my renter's payment covered for water damage.

utterance: Really? I mean, there's a possibility?

utterance: Oh, yeah. Especially if did you pay a deposit for having a cat?

utterance: Yeah. And there's this monthly fee, too.

utterance: Oh, wow. Yeah. I'd definitley read your renter's agreement, or talk to the property manager? It's in their best interest to get things cleaned up. And maybe it would cover something?

utterance: Honestly, the damage isn't really that bad? I was just pissed that the insurance didn't cover my wet-vac rental coverage. I know it makes me sounds cheap-.

utterance: Hey, no! Not at all.

utterance: But I'm a student? And the vac was like, a hundred dollars. That's like my grocery money for a week.

utterance: No, I totally understand. I've been on tight budgets.

utterance: Yeah. Okay. Well, really you're the first person I've been able to really vent to, so I appreciate it.

utterance: So do you, have your policy number?

utterance: Oh! Yeah, yeah. It's one-two-three-four-four-three-two-one.

utterance: Thanks for that. Okay, I'm looking at your policy here.

utterance: Okay.

utterance: And it looks like there's a seventy five dollar charge for cancelling early? But you'd be refunded the portion of the time that you didn't use the insurance? So it should come out about even.

utterance: Well, Well now I'm wondering if I should just do that other insurance-.

utterance: The Renter's Preferred?

utterance: Yeah. Like, you said you guys are competitive and offer the same stuff as the other insurance places?

utterance: Yes, we guarantee and price match with all the big-time insurance companies.

utterance: Yeah. So they would have told me the same thing if I called them, right? Like, their basic doesn't cover water damage either?

utterance: That's right. Chances are you'd be in the same boat.

utterance: Glad I don't need a boat .

utterance: Yeah, at least you have that going for you.

utterance: So, maybe, yeah. Maybe we should just do the other one. That way I don't have to worry about Frisky's adventures.

utterance: Is that your cat's name?

utterance: Yeah, Frisky. Pretty generic, but I got him from the shelter and he was already named. And it actually, really suits him? I mean, he is super playful and he's almost eight years old they think.

utterance: Hey, he sounds super cute. I have a cat, but she's just lazy.

utterance: Yeah, that's what I mean! Usually cats just like, sleep all day? But Frisky is all the time into something.

utterance: Maybe he needs a friend .

utterance: Hey, actually. I didn't even think of that. Do you think he's acting out cause he's lonely?

utterance: I mean, I don't know. But I know my cat chases my dog and then literally sleeps nineteen hours.

utterance: Yeah, that sounds like a good idea too. You've been really helpful. Like, seriously.

utterance: Well, I'm not guaranteeing the cat thing, but I think upgrading your insurance is good if you have a water goblin on your hands .

utterance: Water Goblin . Yeah, that's Frisky's new nickname for sure.

utterance: Okay, so it looks like the Renter's Preferred is a hundred dollars more a year-.

utterance: That's it? Wow. Should have just done it in the first place.

utterance: I know, right? I've done the exact same thing, so no worries. It looks like your bill will increase from two-hundred to two-hundred and fifty twice a year, does that sound about right?

utterance: Yeah. And it renews in September?

utterance: Yes. September first, usually. What we'll do is refund you completely the amount you haven't used and put it into your new payment which will happen immediately? So this will be your first payment, but with your credit, you're looking at-let's see here. About the same as your old payment. Two-hundred and ten dollars.

utterance: Okay. So a little early, but that's good for six month, right?

utterance: Yes, the next payment won't be until March.

utterance: Nice. Okay. Let's do it.

utterance: Great! I have it all set up. You'll be receiving confirmation to the changes that we made to your account via your email, which is, let's see. Friskyfriend at one two three dot com?

utterance: Yep, that's me. Alright, well, thanks for everything. I've gotta split.

utterance: No problem at all-thanks for calling in. And if you have any questions, please don't hesitate to call back.

utterance: Yeah, I hope it's not for awhile, no offense .

utterance: None taken. .

utterance: Nice.

utterance: Thanks again for calling Rivertown Insurance, you have a great day.

utterance: Bye for now.


speaker_role: Agent

utterance: Hello, thank you for calling Rivertown Insurance. My name is Susan, may I ask who I have the pleasure of speaking with?

speaker_role: Customer

utterance: #Uh, yeah, hi Susan. This is Tony. I need help with my insurance.

utterance: Okay, Tony. Can you provide your full name and date of birth so I can check your name with our database?

utterance: Anthony Mars June thirteen sixty four.

utterance: Alright, Tony I don't see you in our database but you would like to be added to an insurance plan, yes?

utterance: Yeah. For homeowners cause I just bought my first house with my wife now that the kids have flown the coop .

utterance: [Laughter]. Well congratulations to you both. I would love to help you if you could just provide me with a bit more information so I can set up your account for you.

utterance: Kay, what else do you need?

utterance: #Um first can I have the best contact number for you?

utterance: This onell do.

utterance: #Uh, I'm actually unable to see your phone number so if you could tell me what that is thatd be great, thanks.

utterance: [Sigh]. Hold on let me ask my wifeHONEY! WHATS MY PHONE NUMBER?! OkaySusan?

utterance: Yes sir, I'm here.

utterance: Seven one eight.

utterance: Mhm.

utterance: Three seven four.

utterance: Okay.

utterance: Five nine nine o.

utterance: #Um, okay, so just for confirmation that was seven one eight, three seven four, five nine nine zero?

utterance: Yeah.

utterance: Okay, great and Tony what's your address?

utterance: Why? Ya plan on stoppin by? three sixty one Birdcrest Avenue.

utterance: [Laughter] thanks. What's the zip code, state and city?

utterance: Oh, sorry. My wife usually does this stuff Arkansas, Bentonville Arkansas zip code seven two seven one two.

utterance: Thank you for being so patient, mister Mars. Were almost done with this part. I'm going to need your full social security number.

utterance: Jeez, okay o nine sevenshoot, hold on let me think.o nine sevenf-fournine nine onet-two? three.

utterance: Okay, Id like to confirm zero nine seven, four nine nine, one two three?

utterance: I hope so.

utterance: Great . Last thing before your account is active. I'm going to need you to pick a security question so that in the event you can't log in or your identity needs to be confirmed, we can insure that it is truly you.

utterance: A security question? I can barely remember my anniversary and now you want me to be able to remember the answer to a security question? I think Ill just have my wife call you back to finish this up.

utterance: Oh Sir, that won't be necessary. Youve gotten this far and all I need now is one question you will know the answer to like the back of your hand? What's your favorite sports team?

utterance: Cardinals. Ever since I was a little boy I loved the Cardinals. Thought about playin for the team myself. Yknow my dad took me to my first ever baseball game when I was seven.

utterance: Perfect. Thats wonderful and I'm sure that memory will help you answer your security question.

utterance: So is that it? When do I set up my insurance?

utterance: So thats it for your account set up. Now onto setting you up with the perfect plan are you aware of all of the types of homeowner plans Rivertown Insurance has to offer?

utterance: I am unaware, please enlighten me.

utterance: So we offer three plans which include the Basic Home, Home Preferred and Home Complete.

utterance: Let me hear about the Home Preferred plan. I think I might want that one.

utterance: Wonderful. So for first time Homeowners we recommend the Preferred plan because it offers a little more than Basic. It covers damages caused by some natural disasters like hurricanes or even accidents like fires. That plan also covers any losses due to theft.

utterance: That sounds good. What doesn't it cover?

utterance: What the plan won't cover is damages caused by floods or earthquakes, however that is covered in the Home Complete plan, if you were interested in covering all of the bases.

utterance: Yeah. Honestly I think my wife would feel better if we were secure completely.

utterance: So you want to purchase the Home Complete plan?

utterance: Yes I think. How much is it?

utterance: The plan will cost two thousand dollars per year, but we are currently having a deal for first time buyers if youd like to hear about that.

utterance: Anything that will save me money.

utterance: So the first time buyer deal is forty percent off for the first three months and then continues for the full price after that.

utterance: How much is that?

utterance: For the first three months itll come to twelve hundred dollars.

utterance: And then two thousand dollars after that?

utterance: Correct.

utterance: Alright, thats not too bad.

utterance: So would you like the Home Complete plan with the deal?

utterance: Yeah.

utterance: Awesome, so I'm just going to need an email that I can send the invoice to.

utterance: Marseight four tony at gmail dot com.

utterance: Great and just a heads up that is the email I linked to your account so if you ever go to our website to check your account you will use that email. Since it's your first time, you will be prompted to create a password.

utterance: Cool, more things for this old man to remember .

utterance: [Laughter] sorry about that.

utterance: So is that all? Are we done here?

utterance: Yes sir. As long as you don't have any other questions we are done.

utterance: I'm fine. Thank you so much for all of your help and patience, Susan.

utterance: No problem, sir. Have a wonderful day!

utterance: You too. Buh-bye.

utterance: Bye.


utterance: Good morning, and thank you for calling Rivertown Insurance. This is Charlie. How may I assist?

utterance: Hello there! I'm just calling-I actually called yesterday.

utterance: Oh?

utterance: Yes, and I'm calling again today because after chatting with Richard-.

utterance: Mhm.

utterance: I've decided to open an account with you.

utterance: That's great news! I'd be happy to assist you.

utterance: Thank you. We went over all the different accounts and everything-.

utterance: Richard gave you all the quote information you needed?

utterance: Yes, yes. And I think we are going to go with the Home Complete package. No auto right now, but the Home Complete.

utterance: That sounds great. But Richard did mention that we offer discounts for multiple coverage policies?

utterance: Yes, yes. Richard told me. But my husband wants to wait just yet.

utterance: I completely understand. I am happy that you've decided to switch to Rivertown for your home insurance needs.

utterance: Oh, yes! My neighbor Rhonda told us they had a wonderful experience with some flooding that happened. We had the same kind of damage and our insurance company just gave us the run-around like you couldn't believe!

utterance: I'm sorry to hear about your experience. Yeah, I think being a smaller, local company gives us an edge when you need to get a quick response as far as claims.

utterance: I should say so! She was having someone out to repair while we were still waiting for a call back from our agent.

utterance: Shoot, that must have been tough.

utterance: Well, it just pays to have friends who can steer you in the right direction, right? .

utterance: That's for sure. Okay, well, let's get you all set up!

utterance: Marvelous.

utterance: May I have your full first name please?

utterance: My name is Marsha Stirling. That's S-t-i-r-l-i-n-g.

utterance: And just to clarify, you want to be the main name on the account?

utterance: Oh, yes. I handle everything with the house .

utterance: Sounds good! Okay, missus Stirling, what is your birthdate, please?

utterance: November third, nineteen fifty-eight.

utterance: Thank you. Next we will need, the best phone number to reach you at?

utterance: That'd be my cell phone. We don't even need a landline anymore! John wants to keep it for emergencies, but it's just getting dusty! .

utterance: I understand. Crazy how outdated landlines are now, right?

utterance: That's right. Getting ready for these electric vehicles to just take over. .

utterance: Things change quickly, right?

utterance: That's for sure. .

utterance: Okay, missus Stirling. Now I need to gather some information to protect your account.

utterance: Okay?

utterance: I'll need to gather your social security information and we'll also need to select a security question for your account.

utterance: Oh, okay. So the social security number first?

utterance: Yes, please.

utterance: That'd be five-two-two-six-eight-seventeen-eighty-one.

utterance: Was that, Five-two-two, six-eight, seven-one-eight-one?

utterance: Yes, dear. That's it.

utterance: Great, thanks for verifying that info. Cool that you've got it memorized.

utterance: Well I've had it for long enough!

utterance: You're ahead of me. I always have to take the card out and take a peek.

utterance: I'm like that with most things. I guess it's stored in my long-term memory.

utterance: Okay, then. Now we need to select a security question. Would you like, let's see here, the name of the street where you were born?

utterance: Where I was born? Where I lived after I was born?

utterance: Yes, I guess they should word it more like, the street you grew up on.

utterance: Yes, yes. Let's do that. I don't think anyone else knows but me, and it's a simple thing for me to recall. Long term memory.

utterance: Sounds good. What's the name of the street?

utterance: That's be Hushpuppy Drive.

utterance: Hushpuppy? That's cute! My street is just numbers.

utterance: I hated it in elementary. Everyone would tease me, call me the puppy on Hushpuppy drive.

utterance: School bullies are the worst.

utterance: Well, it sounds like it's even tougher for kids now. Can't believe what some folks have to put up with.

utterance: Yes, it's really sad. #Um, well thank you for verifying the question. Now we can get to the information for the home in which you currently reside.

utterance: Okay, sounds good. You need the address?

utterance: Yes, the full address, please.

utterance: That's be nineteen nineteen Lodestone Avenue. That's in Kearns, Utah. Eight-four-one-one-eight.

utterance: Great. Thanks for that.

utterance: Are we getting close? I'm not trying to rush, I just need to go walking with my neighbor here in a bit.

utterance: Yes, yes. We are getting super close to completion. If for any reason you have to go-.

utterance: Oh no! Marjorie can wait. I have a cup of coffee here for her anyhow. And she hasn't even showed up yet.

utterance: Great. But for any reason you need to go, you can always update or change information on our webstie.

utterance: Well, I'm not exaclty great on a computer, but that's good to know.

utterance: Okay, so let's get going here.

utterance: Wonderful.

utterance: So you've decided you wanted to take advantage of our Home Complete coverage? That's our top of the line coverage-.

utterance: Yes, that's the one my neighbor recommended.

utterance: And you understand the coverage? That was thoroughly talked about when you called yesterday?

utterance: I think I chatted poor Richard's ear off! .

utterance: Oh, now. That's why we're here. There's never too many questions.

utterance: You're too sweet, dear.

utterance: Well, thank you, ma'am. So, it looks like that will be a fee of two-thousand annually.

utterance: That sounds right.

utterance: How would you like to be billed?

utterance: I'd like the bill to be sent to my home, please. Still a sucker for paper billing.

utterance: Sounds good. Let me make a note here. And if anytime you want to utilize our autopay feature, just give us a ring. Or you can use the website to change your billing preferences.

utterance: I'd probably just call in, faster and easier for me . Though I know others would probably like the website.

utterance: Great. Just wanted to let you know there's always an option to change.

utterance: Thank you.

utterance: Also, how would you like to pay? We offer monthly, bi-annually or annually.

utterance: I think I'd just like to get it over in one blow, you know?

utterance: So you'd want the annual payment?

utterance: Yes, please.

utterance: Sounds good. You're an easy customer, for sure. Sometimes people want us to set up a bi-monthly payment.

utterance: Oh! People are just living paycheck to paycheck. My heart goes out to them.

utterance: Yes, homes are so expensive now. That's for sure.

utterance: So, can the coverage being on the first of next month? That's when my old coverage is due to expire.

utterance: Yes! That was my next question. So you'd like to begin coverage September first?

utterance: Yes, that would be ideal.

utterance: Okay. We are set, I think. You should be receiving your annual bill for two-thousand dollars in the next week.

utterance: Mhm. That sounds great.

utterance: Are there any other questions I can help you with today, missus Stirling?

utterance: Not now, but I'm sure I'll be calling back with something .

utterance: Well, you enjoy your walk and have a wonderful day!

utterance: You too, dear. Oh! There's the bell! We have great timing .

utterance: Well, thanks again for calling Rivertown Insurance. You have a great day.

utterance: Marjorie will be happy that I took her advice.

utterance: I'm glad to hear that. Good-bye for now.

utterance: Bye, now.


utterance: Hi! Thanks for calling Rivertown Insurance, this is Maddie. How can I help you today?

utterance: #Uh, yes, I'm having some problems that need to be fixed today.

utterance: Oh! I'm sorry to hear that, I would love to help you resolve any issues.

utterance: That would be helpful.

utterance: Of course, may I get your full name and birthdate in order to access your account?

utterance: My what?

utterance: Well, let's start with your name, please.

utterance: My what?

utterance: #Uh, your name, please.

utterance: Tad Reynolds.

utterance: Thank you for that, mister Reynolds.

utterance: What's that? Speak up!

utterance: #Um, I'm sorry. Do we, have a poor connection?

utterance: No, I just need you to speak up.

utterance: Is this better?

utterance: Yes.

utterance: Okay, in order to verify the account-.

utterance: Yes?

utterance: I will need to have your birthdate and policy number?

utterance: My what?

utterance: Your birthdate and-.

utterance: May nineteenth, nineteen fourty-two.

utterance: Oh, okay. Thanks.

utterance: Hm.

utterance: And, may I get your policy number?

utterance: Yes, I have it here. Are you ready?

utterance: Yes, mister Reynolds, I'm ready.

utterance: It's eight.

utterance: Uh-huh.

utterance: Six-two- let me get my glasses.

utterance: Sure, sir. No problem.

utterance: Eight-six-two-eight-six-two-five.

utterance: Okay, so, eight-six-two-eight-six-two-five?

utterance: Yes.

utterance: Thank you for having that policy number ready, sir.

utterance: Hm.

utterance: And, how may I help you today? I see you currently are enrolled in our Home Complete and Preferred Auto bundled coverage.

utterance: Yes, I don't know what all that means, I just need to change this-this, internet billing.

utterance: #Um, do you mean you want to change autopay?

utterance: I don't know what it's called! But it doesn't always make the payment.

utterance: Yes, mister Reynolds, autopay is designed to make billing easier by automatically making the payment-.

utterance: Well, I don't want it!

utterance: Okay, well, I see here that you signed up for autopay three years ago upon creating your account?

utterance: My son signed up for it, not-not me. It was going fine, but then I received a-a statement saying I was late!

utterance: Oh, I'm sorry to hear that, sir. Let me take a look to see-.

utterance: If it automatically bills, how can I be late? How can I be late? You tell me, how can I be late?

utterance: mister Reynolds, I'm very sorry you've experienced problemiss but I see here that your bill is not yet technically late-.

utterance: Miss, I am holding my bill RIGHT NOW! It's says Notice-overdue. Overdue. That means late, if you know English.

utterance: Sir, what I mean is we offer a seven day grace period to customers to pay their bills-.

utterance: Well, it shouldn't of been late in the first place! Your computers do not work!

utterance: I'm very sorry that, you've experienced this problem, mister Reynolds. And I will assist you in-.

utterance: Shut it off. Just shut if off. I'll send a check.

utterance: Sir?

utterance: What is it? Just shut it off.

utterance: I see here that the card you have on file has expired.

utterance: What?

utterance: The credit card information that we had for autopay expired this last month. It looks like we just need to update the card.

utterance: You say it expired? Which card is that?

utterance: Well, sir, I can't give you the number-.

utterance: It's my card!

utterance: We are unable to provide that information for security reasons-.

utterance: This is ridiculous-.

utterance: I can tell you that it's a MasterCard.

utterance: Yes. They sent me-they sent me a new MasterCard. It was last month?

utterance: Yes, sir.

utterance: Oh, I see. Well, I needed to know. How am I supposed to know?

utterance: We would have sent a verification to your email that the card was about to expire?

utterance: I don't check the email. I don't want email either. Take off my email.

utterance: So, sir, am I to understand that you want to both cancel the autopay and email notifications?

utterance: I don't want your computers. Send everything to my home.

utterance: Okay, mister Reynolds. First, did you want to pay that bill online in order to avoid any late fees?

utterance: Listen to me, Missy. I will pay this bill by check, in the good-ol' fashioned mail. I will not-NOT pay any late fees for your computers malfunction. Understand? I am a veteran, and I will not pay a fee for something that was not my fault. Understand?

utterance: #Um, would you mind holding one moment while I check with my supervisor?

utterance: Check with your-your supervisor and then just hand him the phone so I can talk with him personally.

utterance: #Uh, one moment mister Reynolds.

utterance: Hm.

utterance: Are you there, sir?

utterance: Yes. Is this the supervisor?

utterance: No, sir this is still Maddie. I spoke with my supervisor-.

utterance: Yes?

utterance: And she said we could make a note here in your account that the late fee will be waived. #Um. And thank you for your service, sir. As a veteran.

utterance: Well, good. Thank you for taking care of that.

utterance: No problem, mister Reynolds. And I'm sorry that autopay wasn't a-a good experience for you.

utterance: I'm just used to how things were before all these comptuers. I apologize if I was, gruff.

utterance: I understand, sir. Could-could you please verify the address on the account in order to receive all further bills and notifications by mail?

utterance: Yes. It's three four five Eagle Avenue. That's West Jordan, Utah. Eight-four-seven-nine-two.

utterance: Thank you for verifying the address, sir. It looks-.

utterance: Your welcome.

utterance: It looks like we have everything set up to be sent to your home address at three four five Eagle Avenue.

utterance: Good. And no late fee?

utterance: Yes, sir. The late fee will be waived if the current balance is paid within the next three weeks.

utterance: Good. Good.

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

utterance: Did we get everything fixed? No more autobilling?

utterance: Yes, we have everything set to be sent by traditional mail.

utterance: Alright, then. I thank you for your time.

utterance: Thank you for calling Rivertown Insurance. I hope you have a wonderful rest of your weekend.

utterance: Hm. Yes, you too.

utterance: Goodbye.

utterance: Yes, goodbye.


utterance: Rivertown Insurance. This is Mark.

utterance: Oh, hi there. Mark?

utterance: Yes?

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

utterance: Yeah, I can help you with that. Would you mind holding for just a second?

utterance: Sure, no problem.

utterance: Thanks.

utterance: Mhm.

utterance: Hello?

utterance: I'm still here.

utterance: Thanks for holding. Mondays are always so busy. So, you needed to change your auto policy?

utterance: #Uh, no? I just needed to change my payment preference.

utterance: Oh, right. Okay. Yeah, no problem. Did you happen to try to use our website to make those changes? It can save a lot of time.

utterance: #Uh, no. I didn't try the website. I don't-don't like, well I like communicating with, real people first.

utterance: Sure. I get that. Just so you know-.

utterance: Uh-huh?

utterance: Our website is available twenty four hours a day, seven days a week for things like billing changes, autopay changes, claims-.

utterance: Yeah. I understand.

utterance: Okay. But if it's easier for you to just call, I mean, I can help.

utterance: That would be nice, thank you.

utterance: So, you needed to change what now?

utterance: My billing preference?

utterance: Oh, yeah. That's right. Okay. First I'll need to access your account.

utterance: Of course.

utterance: So, I will need, let's see here-your full name, birthdate and policy number.

utterance: Oh! Sure.

utterance: I told you it would be easier to do it online.

utterance: No, it's no trouble.

utterance: Okay. Well, let's start with the full name on the account.

utterance: It's going to be under my husbands name?

utterance: Okay.

utterance: His name is Jeff Rogers?

utterance: Okay. And do you have access to the account?

utterance: Pardon?

utterance: Did your husband put you on the account as someone who can access the information?

utterance: Well, I'm the one who does all the bills, and - I haven't had any problems in the past?

utterance: #Um, I'm going to have to go check to see if we can do it this way?

utterance: Oh?

utterance: Yeah, would you mind holding just a moment?

utterance: Well, no. I guess not.

utterance: Okay, please hold.

utterance: Okay.

utterance: Hello?

utterance: Yes, I'm still here.

utterance: So, my supervisor said as long as you can verify all the security information we can make changes to the account.

utterance: Okay, well, that's what I thought.

utterance: I needed to make sure ma'am, for security purposes.

utterance: Oh, no. I understand.

utterance: We have people who, well, you wouldn't believe what they try to do.

utterance: Uh huh?

utterance: So we have these security measures in place.

utterance: I understand. I really do. So what else did you need? Phone number?

utterance: Ah, no. No, not phone number. Looks like we have the name-.

utterance: Jeff Rogers.

utterance: Yes. And now we need the birthdate?

utterance: Great. It's September seventeenth, Uh, nineteen seventy-eight.

utterance: Good job. I don't know my girlfriend's birthdate. I should probably work on that.

utterance: Yeah.

utterance: And now I just need the policy number on the account? You can find that-.

utterance: Yes, I have it right here.

utterance: Oh! Yeah, okay. So what's the number?

utterance: It's five-five-four-two-.

utterance: Uh-huh?

utterance: One-one-three-four.

utterance: Okay, great. And now you just need to answer a security question for me? Since you're acting in place of your husband?

utterance: Sure. Go ahead.

utterance: What is your mother's maiden name?

utterance: My mother's?

utterance: No, it would be your husband's mother's name, since he's the one who set up the account.

utterance: Of course, of course. Okay, that would be, let me think here.

utterance: Do you now know the question?

utterance: Let me just run out to the yard and ask him. He's in his workshop.

utterance: Sure.

utterance: Okay, it's Denis. Like D-e-n-i-s.

utterance: Great. Yeah, that all checks out. So what did you need help with? Cancelling autopay?

utterance: No, no. I just wanted to switch it from withdrawing from my bank account-.

utterance: Uh-huh.

utterance: And wanted to put a credit card in there instead.

utterance: Oh, yeah. Sure. And just so you know, your next payment isn't due until October first.

utterance: That sounds right.

utterance: It will be for a total of two-thousand dollars, that's for the two policies, Home Complete and Auto Complete.

utterance: That sounds about right.

utterance: And it's a bi-annual payment.

utterance: Yep.

utterance: Okay. So you're ditching the checking account number ending with four-four two six?

utterance: Yes. And I wanted it to just charge my Visa card. Get some Costco cash. .

utterance: Okay.

utterance: #Um, let me know when you're ready.

utterance: Go right ahead, I'm ready.

utterance: Oh, sorry. It's six-six-two-five-three-four-, seven-seven-seven-four-six-three.

utterance: Great. And expiration?

utterance: November of twenty twenty-three.

utterance: And CVV?

utterance: Looks like it's three three four.

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

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

utterance: Okay, well you have a good day then.

utterance: Oh, okay. So we're all set then?

utterance: Yep, it's all ready to go. Bye for now.

utterance: Thank you. Bye.


utterance: Hello! Thanks for calling Rivertown Insurance. This is Adam, how may I help you today?

utterance: Hello? Yeah, I need to-to report an accident.

utterance: I'm sorry to hear there's been an accident, but can help you with that! May I get your full name and phone number, please?

utterance: Rae McDaniel. That's r-a-e.

utterance: Thank you. And your number?

utterance: Oh, sorry. It's eight-zero-one-two-seven-three-three-three-seven-seven.

utterance: Thank you for the information. And do you have your policy number handy?

utterance: Oh, let me look in the glove box here. I think I have my cards-.

utterance: Oh sure, yeah. Go ahead and look.

utterance: I'm in the car, so I don't need to leave or anthing-yeah. Here they are. I see the number.

utterance: Great!

utterance: It's eight-eight-eight-eight.

utterance: Uh-huh?

utterance: Six-two-six-three.

utterance: Okay, thanks so much for verifying the account, missus McDaniel.

utterance: Miss.

utterance: Oh, Miss McDaniel. So, I'm sorry to hear you need to report a claim?

utterance: Yes, I'm here at the Target and it looks like someone hit my car and just drove off.

utterance: Oh no! I'm sorry to hear that!

utterance: Yeah, I wouldn't have even noticed but my trunk won't open. Looks like, I don't know, they were trying to pull in and just went too far?

utterance: I'm sorry to hear that.

utterance: Like, who wouldn't wait and tell the person if it was-oh, hold on. There's someone here-hold on.

utterance: Oh, okay. Yeah, I can hold.

utterance: Okay. Okay. Looks like an employee saw the whole thing. Said it was a gold Buick and an old guy. They're going to try to look to see if there's any video footage on the, video cameras.

utterance: At least you have a witness!

utterance: Yeah, but now I feel bad that it's an old guy. I mean, my grandpa has like beginning Alzheimer's? And I can see him doing something like this, I dunno.

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

utterance: Yeah.

utterance: Well, hopefully he has insurance and, you know, just pays the deductible and your car is taken care of.

utterance: Yeah. Yeah, that's not so bad, right?

utterance: So, I will need to get a couple of peices of information from you?

utterance: Oh, sure, yeah.

utterance: What time do you think the accident occurred? Like, ballpark?

utterance: Well, it's six thirty right now? So I'm guessing like a half hour ago? Sixish?

utterance: Okay, we'll put down six o'clock pm. And today is Tuesday, July twentieth, two thousand twenty-one. Sorry, just talking out loud.

utterance: Oh, yeah, no problem. I am just a wreck, so, it's soothing to hear you talk, you know?

utterance: Well, I'm glad to be of some help!

utterance: Yeah, of course.

utterance: And, what do you, right now, determine the damage to entail?

utterance: Well, it looks like the trunk won't open.

utterance: Uh-huh.

utterance: And, let me go look again. Hold on.

utterance: Sure.

utterance: Yeah, the trunk won't open and the tail light is busted out.

utterance: On what side?

utterance: #Um, left.

utterance: Paint damage?

utterance: Oh, yeah. It's all like, bent in and you it's going to need to be, painted or something.

utterance: Okay, so the body was hurt, not just the bumper?

utterance: Yes, it smashed the bumper but scratched up the paint too.

utterance: How are the tires?

utterance: I mean, they look good. I haven't tried to drive yet or anything.

utterance: Okay. And we can always update the details as you find more things wrong.

utterance: Oh, that's good.

utterance: Since this is a fender-bender, we can actually make the claim if you are able to take some pictures and submit online?

utterance: #Uh, yeah. I can definitely do that. Do I need to do this while I'm talking right now? I think that girl is going to come back and I might have to go look at the video. See if we can see a license plate number or something.

utterance: I understand. Yeah, you can definitely upload the pictures online after we hang up.

utterance: Oh, okay. Great.

utterance: Have you used our website before?

utterance: #Um, lemme think. No, I don't think I have.

utterance: Let me send you a link to setting up an online account. Can you verify the address that we have on file for you?

utterance: Yeah, it's McDanielRae at one two three dot com.

utterance: Great, thanks for verifying that information. Okay, I sent a link to you through the email.

utterance: Uh-huh.

utterance: You'll just need to click on that in the next twenty-four hours to activate the account. We will actually need the pictures to be submitted before then-.

utterance: Oh, yeah. That's going to be like, my first priority.

utterance: Great. I'm going to go ahead and generate a claim number for you.

utterance: A what?

utterance: A claim number for this, accident. You'll also see it when you log into your account. If you hit the little edit button next to the number you'll actually be able to see our notes from this conversation and update any further damage you might notice.

utterance: Oh, great. What's the number?

utterance: Okay, it's-hold on one sec while the computer's working on it-okay. It's three-four-five-six-seven-eight-nine-nine.

utterance: Got it, thanks.

utterance: Oh, hey. I'm sorry, but, I also needed to verify your date of birth?

utterance: My birthday?

utterance: Yes, sorry. I only asked for your phone number and protocol-.

utterance: Oh, it's no problem. My birthday is June twenty-first, two-thousand two.

utterance: Oh! So your birthday is tomorrow?

utterance: Yeah, how's that for a birthday present?

utterance: Well, hopefully we get everything, fixed quickly for you. I'm sure we will.

utterance: Hey, thanks.

utterance: You are very welcome. So, the next thing that will happen is that you'll be contacted within the next twenty-four hours by an agent in order to process the claim further.

utterance: And what if I'm able to get the license of the guy who hit me?

utterance: I guess you'll just, report that to the police?

utterance: You guys don't have a system to search plate numbers or anything?

utterance: Unfortunately, no. And it would be ideal if you could track down the guy so, he can be the one who has to do most of the insurance hassle.

utterance: I didn't think you'd admit insurance is a hassle!

utterance: I mean, you know I meant, just the time spent. Be able to enjoy your birthday.

utterance: Yeah, that would be nice.

utterance: Definitely. Well, thank you for calling-.

utterance: Oh, here come the employees right now. They're waving me in. Yeah, they want me to come in.

utterance: That's great-I wish you luck on getting some good footage.

utterance: Yeah, I hope. #Um, thanks again for everything. So look for the email?

utterance: Yes, there should be an email containing a link to set up the account and to get everything, situated.

utterance: Okay, great.

utterance: But, again, thanks for calling, and if there's anything else I can do, please just give a call back, okay?

utterance: For sure. Have a good night.

utterance: You too!

utterance: Bye.


utterance: Good morning, and thank you for calling Rivertown Insurance. Angela speaking. How may I help you today?

utterance: #Uh, yes? I called someone earlier about looking into pet insurance? His name was Mike?

utterance: Hi there! My name is Angela, and I would love to help you get signed up for pet insurance.

utterance: Well, is Mike there? He's the one who really helped me get things figured out on what I want.

utterance: I'm sorry, but we have no private numbers here, so there's no way for me to connect you with Mike.

utterance: Oh, that's too bad. I really liked Mike.

utterance: I'm sorry for the inconvenience. But, we're all trained knowing that we might have to help eachother out? And I know that Mike wouldn't mind if I helped you set up your account.

utterance: You don't get a bonus or anything for setting up my account?

utterance: No. We are all paid a flat rate there is no incentive, on our end, in setting up accounts.

utterance: Oh! Okay. Could you at least put a note in there or something that says I really liked talking to Mike?

utterance: Sure! I can make a note on your account that you appreciated Mike's help.

utterance: Oh, thanks. I'd really appreciate that.

utterance: No problem. So, to start off, did Mike go over the two different pet insurance plans that we offer?

utterance: Yes, we covered all of that. He even sent some information to my email about the differences between let me look here-.

utterance: Petcare Basic and Petcare Preferred?

utterance: Yes! I'm still learning I guess .

utterance: Great! Well, do you have any remaining questions, or-.

utterance: Oh, no. Mike was very thorough. I'm definitely going to need Petcare Preferred. My little Molly is eight years old already, and I know being a purebreed means she'll probably need some extra care.

utterance: Well, that's great news! You'll be providing, Molly was it?

utterance: Yes, Molly-Wolly.

utterance: You'll be providing Molly with our best Petcare policy plan available. Did Mike go over the costs of the plan?

utterance: Yes. I've got the paper printed out here it looks like it's going to be one thousand dollars a year?

utterance: Yes, Ma'am. And after we get your account set up we can decide how you want to be billed. We offer monthly, bi-annually, or annual payments.

utterance: Oh, wonderful. That all sounds superb. Okay! Let's get Molly signed up . She's excited!

utterance: Glad to hear! First off, Ma'am. We will be creating an account for under your name for Molly.

utterance: Naturally.

utterance: Could I please get your full name, please?

utterance: Yes. My name is Marjorie Davies. That's M-a-r-j-o-r-i-e.

utterance: Thank you-.

utterance: Kind of an old fashioned name, but we're kind of old-fashioned ourselves, right Molly? .

utterance: I think it's a beautiful name!

utterance: Well, thank you, dear.

utterance: And may I get a phone number?

utterance: Yes, it's eight-zero-one, six-seven-seven, two-five-six-two.

utterance: And is that a landline or cell phone?

utterance: Landline. I don't own a cell.

utterance: Thank you. And an address please?

utterance: Twenty-two Twenty-three Sycamore Lane. Murray, Utah. Eight-four-one-two-one.

utterance: Wonderful. And now a security question.

utterance: A what?

utterance: It will be a question that may be asked if you call in to make plans to your policy. Just an extra step to prevent any security issues.

utterance: Someone's going to call in and cancel my pet insurance .

utterance: Well, you can never be too careful.

utterance: That's for sure. Why, the other day I caught a kid trying to steal my garbage can! Now why would anyone do a thing like that?

utterance: Goodness! I'm sorry to hear that!

utterance: My son came over and painted my house number on it.

utterance: Well, that was very nice of him.

utterance: Yes, you can't be too careful.

utterance: Absolutely. Now, so with the security question. There are several from which to select. The first option is what was your high school mascot?

utterance: Oh my! I haven't thought about that in years!

utterance: Would you like to have this as your question?

utterance: Oh, yes. No one would know. I moved after college and don't live in Idaho anymore.

utterance: Oh, great. So it would be a secure question.

utterance: No one knows because no one cares . It's the Beavers. We were the screamin' Beavers.

utterance: Oh! Great. I'll just put a note here of your answer-.

utterance: I was a cheerleader back then. Knew all the fight songs.

utterance: That must have been fun! So, I'll need a birthdate from you now.

utterance: Mine or Molly's?

utterance: Yours, missus Davies.

utterance: Oh, okay. My birthday is September eleventh, nineteen fifty-eight.

utterance: Okay. Great. Thanks for that information. And do you want information about your policy mailed to your home or sent through email?

utterance: Oh! By mail, certainly. My son had to come over to print all this out from Mike, and well, it would be nice to have it just sent to the house. Cut down on the middle man .

utterance: Certainly. I'll note that you prefer mailed correspondence.

utterance: And my bill. I don't want any of that automatic payment.

utterance: Yes, of course. We can send you a standard bill. Speaking of billing, how would you like to pay-.

utterance: Let's do it all at once. Send me the bill for the one-thousand.

utterance: Great. You should be receiving that statement in the next three to five business days. After we receive your payment, you'll receive a confirmation that your-Molly's insurance will be activated.

utterance: Oh, good. I'm anxious to get it going.

utterance: I understand, missus Davies. Now I'm going to need to collect some information on Molly?

utterance: Oh, yes, please!

utterance: So Molly is a dog?

utterance: Oh, no. Molly-Wolly is a cat. Eight year old Siamese.

utterance: Oh! How nice! And you said eight years old?

utterance: Had her since a kitten. Eight years young is what we say, don't we Molly?

utterance: Wonderful! And does Molly have any pre-existing conditions?

utterance: Nope. Healthy and happy. She has a pretty plush life. Indoor cat, so you know, no ally-cat fights or diseases.

utterance: That's great news.

utterance: Some of my neighbors just let their cats roam. I find their you-know-what in my garden and it just, well, it's just so inconsiderate!

utterance: Yes, that can be frustrating.

utterance: And the diseases! I would never let my Molly out. It's like a death-sentence what with the parvo and the cars-.

utterance: It sounds like you are a very responsible parent, missus Davies.

utterance: Well, she takes good care of her mama too.

utterance: Wonderful. So, lastly in order to set up the account-.

utterance: Uh-huh.

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

utterance: Oh! You need that for pet insurance?

utterance: Actually, may I ask my supervisor? I've never had anyone just need pet insurance before.

utterance: Yes, dear. Go ask someone. That's not something I'm comfortable with just giving out.

utterance: Thank you, ma'am.

utterance: Mhm.

utterance: Okay, missus Davies. It looks like we're all set. No social security number is needed at this time. If in the future you decide to bundle your pet insurance with home, auto or life insurance-.

utterance: No-I have that all taken care of with those Progressive people. Just needed Molly's insurance.

utterance: Well, don't ever hesitate to call if something changes. Just to recap, you'll be receiving your first statement within three to five business days, and Molly's insurance will begin upon receival of payment. You can call at anytime to find the status of her insurance. Would you like the policy number?

utterance: Yes, dear. Please. I'm ready.

utterance: The number is five-two-five-three-six-two.

utterance: Five-two-five-three-six-two. Is that right.

utterance: Yes ma'am. Thanks again for calling Rivertown Insurance. I hope both you and Molly have a wonderful rest of your day!

utterance: You have a good day as well. Thank you for your help.


utterance: Good afternoon, Rivertown Insurance. This is Angela, how may I help you?

utterance: Angela?

utterance: Yes?

utterance: Yes, this is, Brian Bonker. I have several policies with you, Angela.

utterance: With Rivertown?

utterance: Yes, with Rivertown.

utterance: #Um, thank you for being a valued customer, mister Bonker.

utterance: Please, call me Brian.

utterance: How may I assist you today, Brian?

utterance: Well, Angela-it's alright that I call you Angela?

utterance: #Oh, of course.

utterance: I like using people's names, it tells shows them that I recognize them as people, not just a means to an ends.

utterance: #Uh, yes. I have a hard time remembering names. It's something I'm working on myself .

utterance: I understand that, Angela. As soon as you said your name I took a note here. Now, if I was meeting you in person, I would go about it a different way.

utterance: Oh?

utterance: I would find something that stands out immediately. Say, you had really nice eyes. And I would think angel eyes and then I would connect it to Angela.

utterance: Oh! That's really interesting.

utterance: And now I have a visual to assist me in remembering the name.

utterance: I see.

utterance: I have a very uncommon last name? So usually people have a very easy time remembering my last name, but not so much my first name. Very common, Brian.

utterance: I understand. That is quite a predictament.

utterance: It's something I've learned to deal with, that's for sure . Anyhow, Angela. I have a request about my policies.

utterance: For sure, Brian. What can I do to help you today?

utterance: I have my bills set up to be automatically deducted from my checking account on the first of every month and-.

utterance: Sir, do you mind if we take a minute to validate your account so I can take a peak? It helps if I have the information pulled up in front of me.

utterance: Oh, surely.

utterance: I'll just need your birthdate and policy number, please.

utterance: Okay. My birthdate is February twentieth, nineteen sixty-eight.

utterance: Thank you.

utterance: And my policy number is, let's see here. Let me get my reading glasses. Why do you make those numbers so tiny, Angela?

utterance: Need a larger font, right?

utterance: Yes, work on that, will you Angela . Okay, you ready for the number?

utterance: Yes, sir. I'm ready.

utterance: It's seven-seven-two-four-five-no, no. seven-seven-four-two-five, six-six.

utterance: Thank you so much for verifying your information! I'm taking a look at your account now-.

utterance: Oh, that's great.

utterance: And I see that you have three policies with us. It looks like Preferred Auto, Home Preferred, and Pet Preferred. Does that sound about right?

utterance: Right on target, Angela.

utterance: And it looks like you have a recurring payment of three-hundred fourty five dollars which is recurring on the first of each month?

utterance: Bingo.

utterance: And it sounds like you wanted to make a change?

utterance: Yes. I think the recurring payments to my card are damaging my credit? I just received a credit score, you know, one of those free ones they offer.

utterance: Uh-huh.

utterance: And it said that my credit score is penalized for having large amounts of money on my cards, even though I pay them off each month! Can you believe it!

utterance: That must be-frustrating.

utterance: I mean, you need to have credit cards to get credit, and then they want to penalize you, even if you pay them off!

utterance: I'm sorry to hear that, sir.

utterance: So Angela, I was wondering if there was a different way to pay?

utterance: Well, Brian, you have several options.

utterance: That's what I like to hear, Angela.

utterance: We can set you up with an autopay that comes directly out of your checking account-.

utterance: Oh, I don't think I like that much, Angela. I have several accounts, but sometimes they get a little low if I forget to move the funds around.

utterance: Okay, so that doesn't sound like a good option. But-.

utterance: Sorry to be so fussy.

utterance: Oh no! Not at all. There are other options. We could have a paper bill sent, which you could write a check for?

utterance: Hm. I hate checks. I can't believe they still exist! I can imagine writing a check every month. I mean, I'll end up paying more in checks and stamps then would be-would be desired.

utterance: I understand, sir. Let's think here a minute.

utterance: I just don't understand people who don't get with the times, you know? We have these things called credit cards? I stood behind this lady at the store yesterday while she took literally ten minutes writing a check for groceries. Ten minutes!

utterance: Yes, it is becoming an, a, an increasingly digital currency world.

utterance: That's for sure.

utterance: So, if I'm understanding correctly, you're not opposed to writing checks, but are concerned with the monthly, act of writing checks?

utterance: That about sums it up .

utterance: So what if we, what if you change your billing cycle to bi-annually or annually? This way you'll be only needing to send out a check twice or even once a year?

utterance: Well.

utterance: Yes?

utterance: Well, I think you found a solution, Angela!

utterance: That's wonderful news!

utterance: I knew you could do it . I believe in you, Angela.

utterance: Well, thank you sir. How often would you like to receive your bill? Bi-annual or annual?

utterance: Let's see here. Maybe we'll do the bi-annual?

utterance: It looks like your total for the year is four thousand one-hundred dollars-.

utterance: Sounds about right.

utterance: So you'd like a bi-annual payment for two-thousand and fifty dollars?

utterance: Yes, ma'am. That would be splendid.

utterance: Great! It looks like your next billing cycle is in two weeks, on the first of August. I'll go ahead and change your billing-billing preference to paper billing.

utterance: Not so great for the environment, but gotta help the credit.

utterance: And your new due dates will be August first and February first. Does that sound okay, Brian?

utterance: Yes, Angela. That sounds superb.

utterance: Great. Can I just get you to verify the address on the account to ensure that the bill is reaching you okay?

utterance: Yes, of course. It's one-two-five Aspen Boulevard. That's in West Jordan, Utah. Eight-six-six-four-six.

utterance: Okay, it looks like the information is all set and accurate in our system. Is there anything else I can assist you with today?

utterance: #Uh, yes, actually. I think I need to update my phone number. I can't remember if I called in the last time I switched phone plans.

utterance: Okay, yes. We should certainly check that.

utterance: You know, sometimes it's just better to get a new number. Carrying it over isn't always the best deal, and I'm always on the lookout for the best price.

utterance: Oh, definately. Phone numbers seem to change constantly now. I don't even have mine memorized.

utterance: You, don't, Angela? Oh, you really need to work on your memory. I like to do sudoku puzzles. Have you heard of those, Angela?

utterance: #Um, yes. Those are the box number things, right? May I get your number, sir.

utterance: Yes, I have it memorized. It's four-three-five, seven-two-five, six-two-two-five.

utterance: Looks like you did update it, sir. It matches what we have here in the system.

utterance: Oh, well! I guess I dodged that bullet, right? .

utterance: Seems to be the case!

utterance: Well thank you for all your help, Angela.

utterance: Thank you for calling Rivertown Insurance. Please don't hesitate to call if you have any future questions.

utterance: And thank you, Angela. Remember what I said about remembering names, and get yourself a suduko.

utterance: Oh, yeah. Thank you sir.

utterance: And I'll be getting my next bill by mail?

utterance: That's right, sir.

utterance: Okay, then. Guess we're all set. You have a good one.

utterance: You too! Goodbye.

utterance: Goodbye.


utterance: Good afternoon, thank you for calling Rivertown Insurance. This is Priya. How may I help you?

utterance: Yes, hello. My name is Christen McDaniel. I have an auto insurance policy and I I needed to check up on a claim?

utterance: Yes, of course. I would be happy to help! For verification, may I get your full name, birthdate and policy number please?

utterance: Thank you. #Um, my name is, like I said, Christen McDaniel, birthdate's October one nine th nineteen eighty four. And I've got my-I've got my policy number right here. If you could just hold on a sec. I just need to-to grab it from the. Yeah, I've got it here.

utterance: Great! What's the number?

utterance: Is it the ten digit number? I have a ten digit number written down here from when I talked to the guy before.

utterance: I believe that would be your claim number. The policy number should be an eight digit number.

utterance: Well, I don't see eight digits anywhere.

utterance: Uh-huh.

utterance: I'm looking, yeah. I don't see it. Can we just use the claim number?

utterance: We can verify your account a different way. Could you provide me with your social security number and phone number?

utterance: Yeah, that works. #Um, the social is five five five nine--.

utterance: Uh-huh.

utterance: five five five-.

utterance: Yes.

utterance: five five five five.

utterance: Thank you for the information! And the phone number?

utterance: Yeah, I think I gave you my cell? It's four three five, five five five, five five five nine.

utterance: I'm sorry, but that is not the number we have on file for you.

utterance: Oh, yeah, I think, I think you still have my old number . Yeah, sorry about that. Okay. Let me think. What was my, what was my old number?

utterance: We could also update your phone number in the account.

utterance: Yeah, let's do that. Can't believe I didn't do it before. I'm so dumb, sorry.

utterance: No, not at all! It's easy to forget to update your info, especially when you get a new phone.

utterance: Yeah? I just-it's just been a rough day, I'm sorry.

utterance: No, no, you're good! I'm really sorry you've had a bad day. Is there anything I can do?

utterance: Oh, my heck, I can't believe I'm crying. I'm so sorry. Okay. Okay. Let's forget that. I can't remember my old number, it's like, it's like something like four three five, eight eight eight, nine two two two? No, no. nine two two three?

utterance: No, you had it right the first time. Good job!

utterance: Thanks.

utterance: Okay, and I just need you to verify your security question. What was the name of your first pet?

utterance: Garbanzo. He was a little hamster. I'm allergic to cats and dogs, so I really remember my hamster. He was such a good friend .

utterance: Oh! Cute name. Okay so you have the claim number handy there?

utterance: Yeah, I have the number. Are you ready?

utterance: Yes, go right ahead.

utterance: Okay. three-four-three-six-seven-eight-three-three-seven.

utterance: Is there any other numbers? That was only nine digits.

utterance: Oh! #Um, what did you hear?

utterance: Three-four-three-six-seven-.

utterance: Oh! it's six-six-seven. Two sixes. Sorry, I must have-have read over that.

utterance: Okay, so I have it as three-four-three-six-six-seven-eight-three-three-seven. Is that right?

utterance: Yeah, that's right. We did it! .

utterance: Okay, miss McDaniel. We show you logged the claim last Friday, June three rd.

utterance: Yeah, that's right. Friday afternoon. They said it would be twenty-four hours and someone would contact me, but I haven't heard a thing.

utterance: I'm sorry, but that's twenty-four business hours. And since the claim was logged on a Friday, it wouldn't be until this afternoon that you would be contacted.

utterance: You're kidding? It hasn't even been looked over it?

utterance: I'm sorry, but someone should be contacting you this afternoon.

utterance: Well, this is kind of an emergency. Could you give me a number to contact an agent directly?

utterance: I'm sorry to hear it's urgent! I see here that you have roof damage?

utterance: #Uh, yes. We had a storm blow through here on Friday afternoon-.

utterance: Uh-huh.

utterance: And we were all just watching, you know, Netflix, and we heard this big BOOM. And I thought a tree went down or something.

utterance: Mhm.

utterance: But when I looked outside, there was nothing. Anyhow, a little bit later there's this knock on the door and my neighbor across the street-.

utterance: Uh-huh.

utterance: She's just standing there with this black stuff in her hands and she says to me, I think you're losing your roof. She was literally holding our roof! Well, like peices of it!

utterance: Yes, it says here on the claim that high winds caused the damage.

utterance: Can you believe it! Our house was only built two years ago, I mean, aren't roofs supposed to last like four zero years or something?

utterance: I'm so sorry to hear about the damage! Someone from our agency will be contacting you this afternoon to begin processing the claim.

utterance: So usually how long does it take to get it fixed?

utterance: #Um, well after our agent contacts you this afternoon, it will take four eight for a representative to come out to your home to assess the damage.

utterance: Oh, I already know the damage. My husband went up there and looked! It tore off like a five by five foot chunk off the roof.

utterance: I'm very sorry to hear that. Anyhow, after the representative assessing the damage we will then finish processing the claim and will contact you when we know who will be fixing the damage.

utterance: Do we get to, like, pick who fixes it?

utterance: I believe you can have whoever fix it as long as they charge what the damage is assessed for. But our agency has a highly reputable line of roofers that work with us-.

utterance: What if my husband fixes it? Can he claim the money for labor?

utterance: I'm sorry, but no. It has to be licensed roofing company or it will not compensated.

utterance: Well, when I called to do the claim thing they said we couldn't touch it at all.

utterance: That's right.

utterance: #Um, well the emergency is that there's rain in the forecast this evening and I'm afraid that it's going to leak and cause more damage to my house.

utterance: Oh! Well, let me hurry and check with my supervisor on that one. Would you mind holding for a moment?

utterance: Hey, thanks for checking.

utterance: No problem. Be back in one moment. Thanks for holding.

utterance: Yep.

utterance: Okay, you are okay to put a tarp with tacks or something that will hold the tarp in place without penetrating the roof further.

utterance: With tacks?

utterance: I don't know, that's just what my supervisor said. You can do a temporary tarp that doesn't damage the roof in order to prevent further damage.

utterance: #Uh okay.

utterance: I'm making a note here so your agent sees that you'll be covering the site due to an upcoming storm.

utterance: Well, I mean it says it's probably going to-to rain, but I don't know, like, one hundred percent or anything.

utterance: I understand. Good to be cautious.

utterance: Yeah, that's what we were thinking. This is already so stressful knowing it's there and having to wait the whole weekendah.

utterance: Yes, I'm sorry about the wait. An agent should be reaching out to you-.

utterance: Oh, hey, could you hold on just a sec?

utterance: #Uh, sure.

utterance: Yeah, thanks.

utterance: No problem.

utterance: Are you there? Hello?

utterance: Hi, missus McDaniel, I'm still here.

utterance: Oh, hey! It was the agent! I wanted to let you know they just called and they said they'd try to get someone out here really soon to look at the roof and to get things going.

utterance: That's great news! I'm happy to hear you were contacted.

utterance: Me too! Okay.

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

utterance: no. I think, I think that's everything. Thanks again for putting up with me. Sorry for all the drama.

utterance: Oh, no! Not at all! It was a pleasure, and I'm happy to hear the claim will be expedited.

utterance: Yeah, cross your fingers, right?

utterance: Yes, I'm hoping the rain stays away for your sake.

utterance: Well, thanks again.

utterance: Thank you for calling Rivertown Insurance. Have a great day!


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

utterance: Hello? Hello?

utterance: Hello, this is Christen speaking. How may I help you?

utterance: Hello? I-I can't hear you. Let me walk. Let me walk outta this room and...can you hear me now?

utterance: I can hear you just fine. Can you hear me?

utterance: Yeah, I can hear you now. Sorry about that. Is this the insurance place?

utterance: Yes, this is Rivertown Insurance customer care. My name is Christen. How can I help you today?

utterance: Oh. Okay. So I saw your commercial and it said you could beat the competition and I want some of that .

utterance: I would be happy to help you obtain a quote for any of your insurance needs. Are you looking for insurance for.

utterance: My truck. I need to save on my truck. Those jerks at Progressive are charging me an arm and a leg.

utterance: We offer several competitive automobile packages. May I get your name, sir?

utterance: Why you need that? Can't you just tell me the numbers?

utterance: In order to complete a comprehensive quote I'll need some basic information, especially if our call disconnects.

utterance: Hey, I just want some numbers, okay? I don't want to be giving anyone my information, okay? Just want a ballpark.

utterance: The information I can offer you will be limited, but I'll do my best. What automobile are you currently driving?

utterance: I've got a two zero zero zero Chevy Silverado. Only been in one accident.

utterance: Okay, sir, I can tell you that our packages begin at Basic Coverage at one thousand to Complete Coverage at two thousand.

utterance: A month?! You wanna make me pay one thousand a month! That is ridiculous-.

utterance: A year, sir. This coverage is for the year.

utterance: Oh! A year, huh? Well. Wait a minute.

utterance: Sir?

utterance: Get out now! You get out!

utterance: Sir?

utterance: Hey Caroline, I'm back. Had to put out the dogs. Okay. Let's do that basic one.

utterance: I'll be happy to assist you in setting up your new account. Uh, my name is Christen. What's your name, sir?

utterance: Oh Christen, sorry about that Caroline .

utterance: No problem. Uh, so what is your name sir, and we'll get your new account set up.

utterance: William Teller. Like, uh, I'm gonna tell you something.

utterance: So just to clarify, is that W I L L I A M--.

utterance: Yep.

utterance: and the last name T E L L E R.

utterance: That's right. Gotta let the dogs in again.

utterance: That's fine, mister Teller. Let me know when you're ready to proceed.

utterance: Roger!! Get in here! Get in here! Thatta boy. Go get your ball. Go get it! Okay, Caroline?

utterance: #Um, are you back, mister Teller?

utterance: You got dogs, Caroline?

utterance: No, I but I have a cat, mister Teller.

utterance: Oh. The thing about cats is they don't love you like a dog, am I right?

utterance: #Um, are you ready to continue setting up the account, mister William?

utterance: Are we done?

utterance: Just a few more questions, mister Teller. What is the best phone number for contact about your account?

utterance: #Uh that would be the eight zero one -four four four -four five four four number that I'm using. That's a cell phone. Get down, Rog. Down, Boy.

utterance: And, uh, for future verification purposes, could you provide your mother's maiden name.

utterance: You want my Mama's maiden name? I don't understand, she's not gonna be on this truck's driving plan. She's too old to drive.

utterance: I understand mister Teller, this is just to provide us with an answer to a security question in case you call in to access your account.

utterance: Oh, well then. Okay. Williamiss Her maiden name was Williamiss That's how I got my first name.

utterance: How nice! Okay, we are almost finished setting up the account. Now I would like to go over different coverage plans and their prices.

utterance: I just want that basic one you said. Thousand bucks.

utterance: I understand, mister Teller, but I just want you to understand that the minumum coverage for Utah only guarantees twenty five thousand bodily liability per person-.

utterance: Hey, hey, I don't care about all that. I just want to have a card that says my truck can go on the road. If I could get away with no insurance I would but the government MAKES me get insurance. I don't get the freedom to choose NOT to and let me tell you, if I had my way-.

utterance: I understand, mister Teller. Legally I need to inform you of the coverage before starting your insurance plan.

utterance: I don't got the time. You know, let's just forget it.

utterance: Please, mister Teller, we have your account almost finished. I only need a credit card number and the minumum payment of three hundred and fifty dollars and we can proceed to change your insurance. Think of all the money you'll be saving!

utterance: You want my credit card number now? What is this? My old insurance just sent me a bill. I ain't tell you no number. You know, just forget it.

utterance: I'm sorry, mister Teller. We could arrange to have a bill sent to your home. I only advise auto-pay as it will save you an additional twenty five dollars.

utterance: Hello? mister Teller?


utterance: Hello, thanks for calling Rivertown Insurance. This is Sage, how may I assist you today?

utterance: #Um, yeah. Hi. I was looking to start up auto-pay?

utterance: Yes, I can help you with that. May I have your full name and birthdate please?

utterance: Charlie Reynolds. April first, nineteen seventy five.

utterance: One moment please while I bring up your information.

utterance: Thanks.

utterance: Okay, mister Reynolds. For verification, can I have you verify your policy number please?

utterance: My policy number? Where do I-where do I find that?

utterance: #Um, do you have your paper statement there with you?

utterance: Yeah, I have it here.

utterance: So your policy number should be one the upper right side-.

utterance: Oh, I see it. Nevermind, I see it. It's one-two-three-four-eight-eight-six-eight.

utterance: One -two-three-three-eight-eight-six-eight?

utterance: No, no, you've got it wrong.

utterance: Oh, I'm sorry, let's try that again.

utterance: one-two-three-FOUR-eight-eight-six eight.

utterance: Okay, gotcha. One-two-three-four-eight-eight-six-eight. Sorry about that, I have your account all pulled up here mister Reynolds.

utterance: Great.

utterance: First of all, thank you for being a Diamond League member with Rivertown Insurance, by taking advantage of both our home and auto coverage you are saving over one hundred and fifty dollars a year!

utterance: Great.

utterance: Okay, so you wanted to set up auto-pay?

utterance: Yes. #Uh, what are my options as far as paying?

utterance: Well, right now it looks like you are on a twice a year payment of five hundred and ten dollars.

utterance: Yeah, that sounds about right. Can we just stick to that or will I have to-have to do monthly payments?

utterance: Yes, we can certainly keep you on your current billing cycle and just include auto-pay.

utterance: Okay, let's do that.

utterance: Six zero one Daffodil Court. West Valley, Utah. Eight four one one eight.

utterance: Yes, that looks like the address we have on file for you. Will that be the best billing address as well?

utterance: Yes.

utterance: Okay, so now we just need either a preferred credit card or banking account number in order to finish up bill pay.

utterance: So you need the actual number?

utterance: #Uh, yes. We'll need the number to set up the payments.

utterance: I don't mean to be rude, but I don't know how comfortable I am just giving out credit card and bank number.

utterance: #Um, I understand your concern. But I assure you that this is a secured line and that your informatino will not be messed with in any way except to set up the payment.

utterance: I'm a little paranoid, I know. But I had some problems with identiy theft a few years ago.

utterance: Oh! I'm sorry to hear that, mister Reynolds. We can have you put in your own number by using the online tool.

utterance: I don't know how I feel about just putting in my information online. Is there any way I can meet with someone in person?

utterance: In person to set up an online payment? I never had someone ask that before.

utterance: Huh.

utterance: Would you mind, holding for a moment while I ask my supervisor?

utterance: I can hold.

utterance: Okay, are you there, mister Reynolds?

utterance: I'm still here.

utterance: It looks like we can connect you to an agent who can complete the information for you.

utterance: Okay.

utterance: #Um, we just need to choose from nearby agents who can-.

utterance: I want one close to my work. I'm more likely to have time during a break, you know?

utterance: Yes, I understand that. We can look for agents near your work's location. Let me just-just navigate to the agent search engine. Okay, sorry about the delay. Information's your friend until it doesn't work, right? .

utterance: Yeah, I get that.

utterance: Okay, I'm ready. What's your work's address?

utterance: Twenty-one Mango Street. It's in Salt Lake City, Utah.

utterance: Zip Code?

utterance: #Um, let me see. Sorry, I don't write my work's address often. I let me look it up real quick here.

utterance: No problem, I can wait.

utterance: It won't take long. I'm just-I'm just looking on the phone and here it is. Eight-four-seven-two-zero.

utterance: Thank you! It looks like it pulls up the city Sandy, and not Salt Lake. Does that sound right?

utterance: Oh yeah. They changed the boundaries awhile back. I just, am used to the old way, I guess. Been there for twenty-five years.

utterance: Oh wow!

utterance: Yeah.

utterance: Okay, well, great. And it looks like we have an office just five miles away over on Winchester Avenue.

utterance: That sounds perfect. Who will I be contacting?

utterance: It looks like either Jennifer Barnaby or Derick Rodriguez will be contacting you within twenty-four hours.

utterance: Is there anyway I can request a call time?

utterance: I I-.

utterance: You don't know? Do you need to ask someone?

utterance: Yeah , I apologize. I'm kind of new and am still learning the ropes. Let me hurry and-.

utterance: No problem.

utterance: Okay, so it looks like Jennifer or Derick will contact you within twenty-four hourse, and we can't really send a message for a preferred time?

utterance: Well, I'm very busy tomorrow.

utterance: I think-I think if you miss the call you can just, call back at your convenience and let them know when communicating would work best for you.

utterance: Uh-huh. And these aren't bots, right? They're real people? I'm not going to be pushing buttons to confirm anything?

utterance: Oh, no sir! We have real licensed agents who will be contacting you and meeting with you as you requested.

utterance: And these people have had background checks?

utterance: Well, yeah, they're licensed and trusted and-.

utterance: I guess I'll just have to ask them myself.

utterance: Oh.

utterance: Can you tell me when my next payment is due at least?

utterance: Yes, just one moment while I look here. It looks like-like you're next billing cycle renews on the twenty fifth.

utterance: Of this month?

utterance: Yes, on July twenty fifth.

utterance: Oh, wow. That's soon. It feels like I just barely paid the last statement-.

utterance: It says here sir-.

utterance: Yes?

utterance: That you last paid January second. You're current on your payments.

utterance: Yes, I know that. Wow. January? That just, doesn't seem right.

utterance: #Um, according to our records, that was when the last payment was sent. It looks like it was a check number two zero five?

utterance: Yes, that sounds right. Maybe I'm thinking of a different payment or something. Anyhow, okay. I think that's all I need. Thanks.

utterance: No problem, mister Reynolds. Thank you for calling. Just to confirm, you will be receiving a call from one of our agents within the next twenty-four hours.

utterance: On my home or cell phone?

utterance: #Uh, it has here, #Um, could you actually confirm your number?

utterance: Sure. It's four-three-five, eight eight eight-six eight-nine-two. That's my cell and the phone I'd like to receive the call from.

utterance: Yes, that is the number we have on file.

utterance: Good.

utterance: #Um, thank you again for calling.

utterance: Okay, good-bye then.

utterance: Thank you, good bye.


utterance: Hello, Rivertown Insurance, Michael speaking.

utterance: #Uh, hello? Is this Rivertown Insurance?

utterance: Yes, ma'am. This is Michael. How may I help you today.

utterance: Oh, sorry. I guess I didn't hear you. I think we have a bad connection.

utterance: I can hear you just fine.

utterance: Oh, good. Okay. Maybe it's just me then. Sorry about that.

utterance: No worries. How can I help you today?

utterance: Well, I have a policy with y'all, but I'm going through a divorce-.

utterance: Uh-huh.

utterance: And I'm going to have to change a couple of things so, uh, my ex doesn't get to be on my stuff anymore.

utterance: #Um, well, I'm sorry to hear about, the divorce, but I-I would be happy to help you update your information.

utterance: Oh, thanks! I think it's going to be a problem because most of the stuff's in his name.

utterance: #Uh, yes. That's going to-to be an issue if he is the primary name on the account.

utterance: Oh, yeah. He is. But only because he has to be the center of everything.

utterance: Yeah, we will-we will need him to call and verify the changes if-.

utterance: Well, can I check if I'm on anything?

utterance: Oh yeah, we can do that. Of course. #Uh, can I get your full name, birthdate and policy number?

utterance: Well, I can give you some of that. My name is Christen Julia Goodwin.

utterance: Okay, great. And the birthdate?

utterance: December ninth, nineteen eighty-four.

utterance: Thanks for that. And, policy number?

utterance: I don't have that. Like, I know we had some policies with Rivertown, but it was so long ago, and I'm not, very organized. So I really don't remember if I'm on like the house or the car or what.

utterance: Okay. We can look it up by social security number if that works?

utterance: I guess. I guess that's the only way to find it?

utterance: Yes, without verification of the policy number we can only search-.

utterance: Yeah, I get it. Okay, the number is five-two-five-.

utterance: Yeah-.

utterance: five-five-.

utterance: Uh-huh.

utterance: four four two three.

utterance: Great. Okay, great. Hey! Looks like it is pulling you up as the policy holder of a two zero one five Mitsubishi?

utterance: Oh, thank god! Yes! Okay. Yeah, that's me totally. Can we kick him off? .

utterance: Uh, yeah. We actually can take his name off since you're the main policy holder.

utterance: Oh, I am so relieved! Yes, take him off!

utterance: Um, first I need you to verify the phone number on the account?

utterance: Oh, yeah. It's eight-zero-one-five-five-five-four-four-two-four.

utterance: Okay, thanks for verifying. And just to be sure, you are deleting Melvin Goodwin from the auto insurance coverage?

utterance: Oh, yeah.

utterance: Okay! He is gone.

utterance: Yes! .

utterance: #Uh, and you said-you said earlier you wanted to change the security question?

utterance: Yeah, yeah. Just to be careful.

utterance: Okay, for verification purposes-.

utterance: Yeah, I can verify the answer. What is the question?

utterance: What is the name of your first pet?

utterance: Oh, crap. What? What the heck? Why would I even pick that. Can you give me a hint?

utterance: #Uh, no, I'm afraid I can't give you any-.

utterance: Oh! It's gotta be Bat! Yeah, it's gotta be my batty-boy.

utterance: Actually it's not-.

utterance: Oh, no. I wonder, yeah. Was I literal? I mean my first pet was a goldfish named Fishy, but would I do that? Maybe?

utterance: Yes, the answer is Fishy.

utterance: Oh wow. Can't believe I remembered. Extra points for me.

utterance: Okay. Yeah. So, what would you like your new security question to be?

utterance: What are my options?

utterance: #Um, Mother's maiden name-.

utterance: That's way too common and my ex would know it anyways. I need something he wouldn't know.

utterance: Yeah, I can see-I can see that being a problem. Okay. Let me look here.

utterance: Is there a way I can choose a question online? I'm kind of in a hurry.

utterance: Oh, I'm sorry. #Uh, you can pick a new question online but we are literally just seconds from setting up-.

utterance: Hey-hey, it's just that he just walked in and I'm afraid he'll hear me.

utterance: Oh, yeah. Okay. #Um, do you have an online account set up already?

utterance: No, Gloria, I don't know what time I'll be over for dinner.

utterance: Excuse me?

utterance: Hey, hey. I was just faking cause he walked in. Okay. He's in the bathroom. No, I don't have an online account. How do I do that?

utterance: I will send a link to your preferred email and it will walk you through how-how it all works.

utterance: Okay, yeah. That would be great.

utterance: #Uh, it should be nevermind. Let's just do the question now. Quick.

utterance: Oh! Okay. Um, let me go back to the question screen-.

utterance: Sorry to be such a hassle-.

utterance: Oh no! No problem at all. Okay, here we are.

utterance: Great. Do you see one that's not like obvious?

utterance: Favorite movie?

utterance: Oh, yeah, he doesn't even care about anything I like. That will be perfect.

utterance: #Oh, I'm sorry to hear that, but okay. I'm glad we found one that would work.

utterance: Sorry! Bet you don't get a lot of these type calls, right?

utterance: Oh, you know, we get lots of different situations.

utterance: Oh, yeah. I bet. Okay. The answer is Say Anything. You know, that Cusack movie from the eighties? Oh my gosh, I just love it.

utterance: Okay, yeah. I think my mom likes that one too.

utterance: Mom? Oh my gosh, you're a baby!

utterance: Well, no. I just-just haven't seen it. I mean I-.

utterance: Well go watch it, it's just-it's just...well, they don't make movies like that anymore.

utterance: Yeah. Well, I'll have to see if it's on Netflix or something.

utterance: Oh yeah. You won't be disappointed.

utterance: Okay, glad to get that all set for you. Is there anything else I can help you with?

utterance: Yeah, I still want to do that online thing.

utterance: Oh, yeah. I can help you with that. Will you please confirm your email?

utterance: It's Christengoodwin at xyz dot com.

utterance: Great, that's what we have on file for you. You will receive a confirmation email within the next twenty-four hours. The email will walk you through the online enrollment. Please keep in mind the link will expire in seventy two hours if not accessed.

utterance: Oh, okay. I better keep an eye out.

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

utterance: Oh, no, babe. You've been a peach. Sorry to call you Gloria earlier .

utterance: Oh, yeah. I understand. #Um, Thanks for calling Rivertown Insurance.

utterance: What's that?

utterance: Oh, I was just saying thanks for calling.

utterance: Oh. Okay. Yeah, thanks for your help today.

utterance: Have a great rest of your day.

utterance: Okay, yeah. You too.


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

utterance: Yeah, hi I need to report a car accident.

utterance: You want to report an accident?

utterance: Yeah, some crazy guy came speeding down a hill, and smashed into me!

utterance: I am sorry to hear that.

utterance: Yeah I am very upset about it.

utterance: I am going to need some information. What is your name please?

utterance: Uh yeah I can hardly think. This never happened to me before.

utterance: I understand. And your name is?

utterance: Oh yeah, I am Sandy Hillson.

utterance: Sandy, what is your policy number?

utterance: I don't know what is wrong with people. If they are going to talk on the phone, they should not be driving!

utterance: Yes, I agree with you completely. Sandy do you have you policy number?

utterance: You know I was just going to do my laundry that's all. The sun was shining. It's not like it was raininng or anything.

utterance: It is very upsetting to have an accident.

utterance: It is especially when you are a very careful driver!

utterance: Do you have your policy number?

utterance: yeah it's five five seven one two six three two.

utterance: Did you say five five seven one two six three two?

utterance: Uh yeah that's right.

utterance: And your date of birth?

utterance: I am two eight. My birthday is May tenth, nineteen ninety three.

utterance: And the date and time of the accident?

utterance: May first, twenty twenty one. I am in terrible pain all over my body! Yeah the time. It was around noon.

utterance: I am sorry that you are in pain. Can you tell me what happened in the accident?

utterance: Yeah I was going to do my laundry like I said, and I had stopped to make a left turn. My car was not even moving!

utterance: And you were hit?

utterance: Yeah, I was stopped at the entrance to the strip mall at Falcon and twenty fifth, and another car came down a hill, cr.

utterance: Oh I am so sorry. What town did this happen in?

utterance: Rosewood.

utterance: And what state did this happen in?

utterance: Ohio. USA.

utterance: What kind of car were you driving?

utterance: A two zero one six Ford Focus.

utterance: And the other driver?

utterance: Uh he was driving a big SUV, I am not sure what make it was.

utterance: Okay, and I will need your drivers license number.

utterance: My license number is two five eight seven one three two two. That was two five eight seven one three two right?

utterance: Yes.

utterance: Would you like to file a claim?

utterance: Yes, I do, but can I do it later online? I am in so much pain. I need to go and lie down.

utterance: Yes you can do it on our website. Rivertown dot com.

utterance: Okay, I would rather do that, when I am feeling better.

utterance: I have entered all the information into the computer, and it will be reviewed by our accident team.

utterance: Okay good.

utterance: Before we hang up, is there anything else I can do for you?

utterance: No, that is it for now.

utterance: Thank you for calling Rivertown. Goodbye.

utterance: Bye.


utterance: Hi there. #Uh, is this Rivertown Insurance?

utterance: Yes, thanks for calling Rivertown Insurance. This is Curtis.

utterance: Hello, Curtis. I'm calling about maybe getting some-some information for a Condo?

utterance: Are you thinking of a Condo insurance policy?

utterance: #Uh, yes. I know-I know that my Condo's Master Insurance that is included in the HOA covers some thing?

utterance: Uh-huh.

utterance: But, I was talking to a gal, and she says there's quite a few things it doesn't cover? Especially if I make improvements on the condo in the future?

utterance: Yeah, that's right. Just to be clear, you're purchasing this condo, right? Not a renter?

utterance: Yes, that's right.

utterance: Okay, so yeah, condo insurance is more like home insurance. You'll see that most Master Insurance plans that come with the HOA cover just typical outside stuff, like if there's roof damage, or if there's damage to the building itself-.

utterance: Yes. I've got the information here, and it doesn't look like it protects against water damage from, flooding or earthquakes?

utterance: Oh, yeah. Most policies don't cover that-you usually have to go extra. Like we offer Condo Basic and Condo Preferred policies? The Preferred policy would help protect against all that water stuff.

utterance: Good to know! I'm on the top floor, so I'm not too worried about flooding. And we haven't had an earthquake here in like, what? Like twenty years?

utterance: Yes, no major earthquakes for sure. I mean, you never can tell. But I hear where you're coming from.

utterance: So, I think, maybe if you could tell me more about the small one?

utterance: Condo basic?

utterance: Yes, please. Condo basic.

utterance: With your condo basic, you'll get coverage for like, damage or theft of your inside stuff, and like, if anyone gets hurt on your property? Weird, but true. I've had so many calls about balconies you wouldn't believe it.

utterance: Oh! Interesting!

utterance: Yeah. So, I mean you need insurance in order to even have the condo, right?

utterance: Yes, it's mandatory.

utterance: So, I think Condo Basic would be a good fit for you. And if you ever want to upgrade to Condo Preferred it's only like, a hundred dollars difference.

utterance: Seriously?

utterance: #Um, so, what is the cost of the Condo Basic and Condo Preferred?

utterance: Oh, sorry. Getting a little ahead of myself. So our Condo Basic is the low price of five hundred for an entire year, while Condo Preferred is six hundred a year.

utterance: Wow! I thought it would be a lot more.

utterance: Yeah, it's pretty affordable. I think people would be consider condos more if they knew the HOA is kind of balanced by how affordable insurance is.

utterance: It really is a pleasant surprise!

utterance: Well, how about we set up an account for you and get you enrolled?

utterance: #Uh, I'm not quite set yet? I don't know my closing date exactly.

utterance: Well, what I can do for you, I'm sorry-I didn't catch your name?

utterance: Karen. Karen Oldsworld.

utterance: What we can do for you Karen, is get you in our system and then when you're ready to add a-a date of beginning the policy, we're just a quick call away.

utterance: Well, maybe. Maybe it would be one less thing to worry about.

utterance: Yeah, one less thing to worry about. Definitely.

utterance: #Um...okay. Let's do it.

utterance: Great! So I'm just going to go ahead and create an account for you. So, your name is Karen Oldswold?

utterance: That's Oldsworld. O-l-d-s-w-o-l-d.

utterance: Thank you for that. And your birthdate?

utterance: March twenty-fifth, nineteen eighty one.

utterance: And best phone number?

utterance: That would be, eight-zero-one, nine-six-six, one-eight-six-two.

utterance: Great! And now, what will your mailing address be? Do you know?

utterance: I actually don't have that info with me right now?

utterance: No, I totally understand. I'm just going to put N.A. in here for now, just so we don't get a prompt that the field is empty, and be sure to update that when you call back in.

utterance: Oh, great. Thanks.

utterance: You can also make changes on our website?

utterance: Oh, that's convenient.

utterance: Yeah. Can I get the best email for you?

utterance: #Um, sure. My email is k-o-l-d-s-w-o-l-d at one two three dot com.

utterance: Great. Got it. Okay. And would you prefer text or email alerts for your account?

utterance: I would prefer text, if that's okay.

utterance: Surely. Yeah, I'll note that.

utterance: Great. Thanks.

utterance: So, just for security purposes, we're going to need your social security number and we'll set up a security question for you as well. Are you in a good place where you can provide me with that info?

utterance: Yeah, I'm just here at home.

utterance: Great. Always want to make sure the customers aren't like, in public, or something, you know? .

utterance: Well, I appreciate that. So you want the social first?

utterance: Yes, please.

utterance: It's five-six-six-.

utterance: Uh-huh.

utterance: two-two, five-five-five-two.

utterance: Great! I've updated and created an account for you, Karen. The computer's gonna make you a policy number now. You'll need this number when you call in to start your policy. It saves a lot of time.

utterance: Okay. Would you mind holding just a sec while I grab a pencil?

utterance: Oh, yeah. Sure. Go right ahead.

utterance: Thanks.

utterance: No problem.

utterance: Okay, I'm back and ready! What's the number.

utterance: Whoa! You were too quick the computer's being slow today. Still processing.

utterance: Technology is the best unless it doesn't work, right?

utterance: That's for sure. I don't know what it is, but everything is so slow today!

utterance: End of the week-I'm feeling it too.

utterance: Yeah that's gotta be it. Computer needs a weekend .

utterance: Okay, here we go. Ready?

utterance: You bet!

utterance: It's seven-seven-seven-two-.

utterance: Mhm.

utterance: six-four-six-seven.

utterance: Okay. So, just to be sure, it's seven-seven-seven-two, six-four-six seven?

utterance: Yep, that's it.

utterance: Wonderful!

utterance: You'll also be receiving a confirmation email of that policy number along with a link to start up your online account access.

utterance: Okay, I'll keep an eye out for that.

utterance: Now, as soon as you know the address of the condo and the closing date-.

utterance: Yeah, I should actually be getting a call from my agent here later in the day.

utterance: Great. Yeah, I'd call as soon as you know and get that taken care of.

utterance: Will do. Do you have a direct line that I should call?

utterance: #Uh, we're all trained to provide excellent service? So just calling our main, customer service number should be fine. I'm making a note here that we chatted and what your plans are as far as the Condo Policy.

utterance: Okay, sounds good.

utterance: Well, congratulations on the Condo, and I hope that I addressed all your needs today?

utterance: Absolutely! Thanks for talking me through all the particulars.

utterance: Oh, yeah-no problem at all. It was a pleasure.

utterance: Same here. Take care.

utterance: You too-And thanks for calling Rivertown. Have a great rest of your week.

utterance: You too. Bye for now.

utterance: Bye.

utterance: Mhm.