utterance: Good afternoon! Thank you for calling Rivertown Insurance. How can I help you?

utterance: Hi, yes. I was hoping you could tell me what my balance is.

utterance: I would be happy to assist you with that. Can you please provide me with your first and last name.

utterance: It's Joshua Wainscot.

utterance: Could you spell that for me?

utterance: Yeah, that J. O. S. H. U. A.

utterance: Okay J. O. S. H. U. A. and your last name?

utterance: W. A. I. N. S. C O. T.

utterance: Okay so that's W. A. I. N. S. C. O. P.?

utterance: No, W. A. I. N. S. C. O. T like in Tom.

utterance: Oh, I'm sorry about that. W. A. I. N. S. C. O. T.

utterance: Yup!

utterance: Okay, Great! Can I have your date of birth?

utterance: It's five twenty-four seventy-nine.

utterance: Thanks, so thats May twenty fourth nineteen seventy-nine.

utterance: Uh huh.

utterance: Thank you.

utterance: Sure thing.

utterance: And for verification purposes can you please confirm the address we have on file for you.

utterance: Um. It's fifty three ninety southeast mango way Ocala Florida.

utterance: and the zip?

utterance: three three four seven eight.

utterance: Okay! Got it! Thank you for that info.

utterance: mhm.

utterance: As of today you have a balance of two hundred and sixty-five dollars and twenty-six cents. One hun.

utterance: Wait, is that one month? I thought my payments were less than that.

utterance: No, one hundred and thirty-three dollars and thirteen cents is currently past due.

utterance: Oh uh. Hold on, I could of swore I made the payment last month.

utterance: The last payment we received on this account was April one five.

utterance: hm. Okay I am checking my records hold on a sec.

utterance: Yes, of course no problem.

utterance: Thank you.

utterance: mhm.

utterance: Okay, yeah, I am not seeing a payment made. I don't know how I missed that.

utterance: It's okay, we just need to bring the account up to date if possible.

utterance: Alright. Alright.

utterance: Would you like to make that payment today?

utterance: eh yeah. Yeah we can do that.

utterance: Okay so right now we have the balance at two hundred and sixy-five dollars and twenty-six cents.

utterance: Ok.

utterance: The past due amount is the one hundred thirty-three dollars and thirteen cents.

utterance: Right.

utterance: Did you want to pay your entire balance or just the past due amount today?

utterance: When is the next one due?

utterance: That will be due on July twenty eighth.

utterance: Umm. Let's just go ahead and pay the entire amount.

utterance: Sounds good. You can make a payment by check or credit card through our automative system.

utterance: Alright, I'll pay by check.

utterance: Alright Sir I will transfer you over to the automative system whenever you are ready. You will just need the routing number and bank account number.

utterance: Wait one sec, yup yup I have that right here.

utterance: Okay after you enter the information in you will receive a confirmation number for your records. I`ll transfer you over now.

utterance: Thank you.

utterance: It was my pleasure to assist you. Thank you for choosing Rivertown insurance. I hope you have a wonderful day.

utterance: Yeah, thanks you too.


speaker_role: Customer

utterance: yeah I want the automatic payments to stop coming out of my bank! Can you do that for me?

speaker_role: Agent

utterance: I would be happy to help you with that. I need to verify some information to access your account, okay?

utterance: That's fine!

utterance: May I have your first and last name and last four digits of your social security number?

utterance: It is Melanie North and last four of social is two two one four.

utterance: And what is your birthdate misses North?

utterance: It's not misses North it's just miss North.

utterance: Oh okay I do apologize for that.

utterance: June ten nineteen sixty-five. That's my birthday.

utterance: That's six ten nineteen sixty-nine, correct?

utterance: No that is not right. It is nineteen sixty-five.

utterance: Nineteen sixty-five.

utterance: Yes.

utterance: Okay and is nine one nine two two three four six five six still a good phone number for you?

utterance: Do you really need all of this just to stop something I never asked for?

utterance: I do want to make sure I am accessing the correct account in order to resolve your issue today miss North. I just need to verify your phone number and then we can get to canceling your automatic payments, okay?

utterance: I mean I guess I don't really have a choice do I? That is my home number.

utterance: Thank you very much for that information. I do see here automatic billing was applied when your policy was reinstated in March.

utterance: Yeah and I don't want that so take it off.

utterance: I can do that for you miss North. Do you want me to add another payment method to your account?

utterance: No no no! I will mail you a check when I'm due. I don't want people to steal my credit cards and then I'm broke.

utterance: I understand you feel that way miss North but I can assure you your payment information is safe with us and we will never charge your card without your permission.

utterance: Gee whiz didn't you listen to me? I told you I didn't sign up for it. You just took my money and I'm not giving you any of my credit cards?

utterance: I understand you feel that way and mailing a check for payment is a great way to make payments too!

utterance: Yeah well you still get your money, right?

utterance: Yes ma'am you are correct!

utterance: I know you didn't take money from my bank personally so I am sorry for being short with you

utterance: I understand your frustration and I am glad I have been able to help you today.

utterance: Well we'll see if you take money from me again on the sixteenth. Your not going to just take my money out of the bank anymore, right?

utterance: That is correct. You don't have to worry about that anymore miss North.

utterance: Yay!

utterance: I took the automatic billing off your account and I have it set up to mail you a bill each month fourteen days before it is due so you'll have the time you need to mail us a check, okay?

utterance: That sounds good to me! You been very nice today?

utterance: Thank you so much for that!

utterance: Oh wait a minute! Did you say you was gonna mail something?

utterance: Yes. We will mail you a bill with a pre-paid envelope to mail your check when it is due.

utterance: mhm that might be a little problem. My grandkids don't like to bring me my mail sometimes and well I think they just throw it away or something.

utterance: Do you have a friend or neighbor that can bring you your mail?

utterance: Lady I don't want people in my business like that. I have a box at the post office but when I got coverage you said I could not use it.

utterance: I am sorry that whoever you spoke with at that time did not explain to you that we do need a home address for the policy but, we can have a PO box for your mailing address.

utterance: Oh so now you can have it? Okay they should have told me that then so I could give it to you.

utterance: Yes they should have explained why we need a home address and that a PO box is okay for mailing. I do apologize for that Miss North.

utterance: You want that address don't you ?

utterance: Yes I am ready for it.

utterance: Okay. It is Melanie North one five six nine Polar Avenue box five two three Coshocton. I'll spell that for you ready?

utterance: Yes. Go ahead with the spelling please.

utterance: It's C O S H O C T O N and that is in Ohio.

utterance: And what is the zipcode miss North?

utterance: Oh yeah I always forget that let me look, okay?

utterance: Sure take your time!

utterance: Okay I got it! It is four three three two one. Oh no that's not right. That's my son's . Mine is four three three two two.

utterance: I wanna read that back to you to be sure I have it correct okay?

utterance: That's fine go ahead.

utterance: Okay I have five six nine Polar Avenue box five two three. I hope I pronounce this right!

utterance: It's okay noone does.

utterance: Coshocton spelled C O S H O C T O N Ohio four three three two two. Is that correct?

utterance: Yep you got it! My bills will go there?

utterance: Yes. You will get your bill sometime around the first or second of each month at the post office box you gave me.

utterance: That will be nice. How come I haven't gotten bills from you guys before?

utterance: It looks like you were signed up for email communication at the time of your reinstatement in March.

utterance: No. I have never gotten a bill from you guys. Even before March I didn't. I don't even have email. How could I get mail in there?

utterance: I can look into that for you miss North.

utterance: Just don't worry about it. I will get them now though.

utterance: Yes, you will get them every month going forward.

utterance: Good. Good. Well not good I will get a bill .

utterance: I understand what your saying. Noone wants to get bills!

utterance: Cause then we have to pay them!

utterance: Yeah that's never fun!

utterance: We work, pay bills, grow old, and then forget who we are! What a life huh?

utterance: Oh I am sure you will never forget who you are miss North?

utterance: Aren't you so sweet? Thank you for helping me today. I was mad at first but you helped brighten my day! God bless you!

utterance: Oh thank you so much miss North. I just want to go over what we did today okay?

utterance: Sure.

utterance: Okay, I canceled your automatic payments and did not add a payment method to your account.

utterance: That's right!

utterance: I also changed your mailing address to a PO box so that you can start receiving your bills in the mail.

utterance: Yep, that is how I want them. Did you say I would get a pre-paid envelope to send my check back to you?

utterance: Absolutely! It will come with your bill so that it does not cost you to mail your check into us for payment. Just a little gift from us.

utterance: You wanna give me a gift give me a free month or some money. Can you do that ?

utterance: Oh I wish I could miss North.

utterance: I know you can't.

utterance: So is there anything else that I can help you with today miss North?

utterance: mhm I don't think so. As long as you don't take my money anymore.

utterance: That has been canceled and deleted from your account.

utterance: Good.

utterance: Yes miss North. I want to thank you for calling today and being patient with me while I resolved your issues.

utterance: Oh your welcome. Thank you for fixing my account.

utterance: I am always here to help you miss North. If you ever need anything else don't hesitate to call, okay?

utterance: Okay. Will I be able to talk to you ?

utterance: As much as I enjoyed speaking with you today, I don't have any control over what calls I take.

utterance: Yeah I know! Well you have a blessed day kiddo!

utterance: You too and be safe!

utterance: You too! Bye!


utterance: Thank you for calling Rivertown Insurance Agency. This is Bill how can I help you?

utterance: Hi my name is Carlos and I am looking to reset my password.

utterance: Perfect I can help you with that.

utterance: Carlos what is your last name?

utterance: Hernandez.

utterance: H-e-r-n-a-n-d-e-z?

utterance: Yes.

utterance: Carlos I do need you to verify a few things can you verify your date of birth?

utterance: June second ninteen seventy.

utterance: And your home address?

utterance: Nine one six Bell Lane Clear Water Florida three three seven five five.

utterance: And your social security number please.

utterance: Four three two nine five seven one six three.

utterance: Thank you very much.

utterance: It looks like you were locked out of your account?

utterance: Yes. How can I do this without having to call in?

utterance: Going forward there is a link you can click that will send you the reset password link.

utterance: So I did that and I never got the email.

utterance: Lets verify your email address. Is it muchpeaceonetwothree at gmail dot com?

utterance: No that is an old email. I have actually udated it.

utterance: Oh ok. That might be the problem. What is your new email?

utterance: #Um peace and love nine one nine at gmail dot com.

utterance: Ok I did get that updated on our end. You will get a notification on me changing that.

utterance: Thank you.

utterance: While I have you on the phone though I will get your password reset.

utterance: Great.

utterance: What would you like your new password to be?

utterance: Can we do capital W-e-l-c-o-m-e-one-two-three?

utterance: It does have to have at least twelve letters.

utterance: #Um ok how about capital W-o-w-c-o-o-l-p-a-s-s-w-o-r-d-one-two-three.

utterance: Perfect. I also want to set up some security questions, so it will be easier to change this going forward.

utterance: Ok sounds good.

utterance: What is your mother's maiden name?

utterance: Kemp.

utterance: K-e-m-p?

utterance: Correct.

utterance: Ok what is the high school you attended?

utterance: Clear Water High School.

utterance: Ok. One last one here.

utterance: What is your first born child's middle name?

utterance: May.

utterance: Just like the month.

utterance: Ok so M-a-y?

utterance: Yes, correct.

utterance: Ok, so you should get another email that your password has been reset and your security questions have been updated.

utterance: Thank you.

utterance: No problem. Going forward if you do change your email address or anything like that please give us a call to update your information on our end.

utterance: Ok I will do that.

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

utterance: Actually yeah. Can you transfer me to billing?

utterance: Sure. Are you looking to pay your current balance?

utterance: #Uh yes please.

utterance: Ok I can do that. Before I send you over can you give me your policy number?

utterance: Sure it is one six nine three eight seven two one.

utterance: Thank you. I will stay on the line until I get you transferred. Please give me a moment.

utterance: Ok.

utterance: Thank you for holding are you still there?

utterance: Yes.

utterance: Perfect I have Ashley on the line for billing and she can help you with that. Is there anything else I can help you with on my end?

utterance: No thank you.

utterance: Great thank you for calling in please let us know if you have any questions.

utterance: Thank you.


utterance: It's a great day at Rivertown Insurance Brokerage. Lydia speaking. How may I help you today?

utterance: Good morning Lydia. How ya doin' today?

utterance: I'm doing good! Thanks for asking. Could I ask, who am I speaking with today, please?

utterance: Absolutely! Go ahead, ask! I'm just kidding, Lydia. My name is John.

utterance: Aw, you got me, John! I guess I'll have to rephrase that question in the future! .

utterance: So Lydia, I have a question for ya.

utterance: Well, I'll try and have the answer for you, John! First though, could I get your first and last name and a good.

utterance: Sure! #Uh, my name is John Alexander and my cell number is six five one three two two nine nine one four.

utterance: Great! Thank you for that. Now, what would you like help with today?

utterance: Well I'm I'm so happy! I just finally paid my car off today! No more note! It's all mine. So since

utterance: Sure! I can help you with that, John. So, you're wanting to drop the full coverage policy for something.

utterance: That that's exactly right, Lydia.

utterance: Okay. I'll need to verify your identity and pull up your account here, John. What is your customer number.

utterance: My my customer number? Is that the long number with dashes or the shorter one?

utterance: The shorter, eight digit number just under your name. The longer number would be your policy number.

utterance: Okay, then. It's seventeen ninety-three twenty-three thirty-seven. My my birthday it's July eleventh.

utterance: Awesome, John. Thank you for that information.

utterance: You're welcome, Lydia.

utterance: Okay. Just to confirm, you said your current policy number is ninety-one thirty-three eighty-seven forty-one.

utterance: Yes.

utterance: Okay, great! That was a lot of numbers in a row there! I wanted to make sure I had them right.

utterance: I completely understand.

utterance: All right, John. Let me tell you about our other two auto insurance plans.

utterance: Okay.

utterance: The first is our Preferred Auto plan, which is fifteen-hundred dollars every six months. This is a savings of.

utterance: Okay. now the f-first plan you said has full car replacement but only if they steal your car, huh?

utterance: Yes sir. It will not cover anything other than the theft of your vehicle and does require a police report to be.

utterance: All righty, Lydia. I'm thinking I like that one there. The Preferred Auto one. That way I won't be totally without.

utterance: They generally give the police about two weeks to a month to find the car. However, until either the claim.

utterance: Okay. Sounds good.

utterance: Wonderful. Now, just to confirm. You want to change your current auto insurance plan with the policy.

utterance: That is correct, Lydia.

utterance: All right, John. That's super! Here are some need-to-know details for you that will be updated on your next.

utterance: Sounds good, Lydia.

utterance: Okay then, John. Is there anything anything else I can do for you today?

utterance: You say the payment due date won't won't change, huh?

utterance: No sir! That just makes it easier for you and for our billing department as well.

utterance: Right. Right.

utterance: Any other questions for me, John?

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

utterance: All right then. I will make sure this gets processed before end of day today, and you should receive a letter.

utterance: Sounds good.

utterance: One last thing, John. Just to confirm, I have your mailing address as six thirty-one North Orchard Street.

utterance: Yes ma'am. That is correct.

utterance: Wonderful, John. Thank you for being a part of the Rivertown Insurance family. You have a great rest of your.

utterance: Well, thank you so much, Lydia. It's been a pleasure.

utterance: You are very welcome, John. Bye-bye, now.

utterance: Good-bye.


utterance: Rivertown Insurance Agency. This is Ophelia. How may I assist you?

utterance: Good morning, Ophelia. How are things?

utterance: Things are great here at Rivertown, mister ?

utterance: Oh yeah my name is Robert Richardson.

utterance: Well, nice to meet you, mister Richardson. How is your day going?

utterance: #Uh, good. Good. Thanks.

utterance: Wonderful! So, what can I do for you today?

utterance: Oh, oh yeah. I need to to to sw- transfer my to change my address. You see, we just moved.

utterance: Okay great, Mr.Richardson. I will assist you with that, but first we need to verify your identity. To do this I'll.

utterance: No problem. My name is Robert Richardson. My address is twelve thirty-two South First Street Omaha.

utterance: Thank you for that information. Now, is that your new address or the old one?

utterance: That's the new address we moved to in Omaha.

utterance: All right. Could you please give me your old address and your customer number, just verify I have the correct.

utterance: yeah. The the old address was thirteen four eight five Sycamore Avenue Lincoln, Nebraska six eight.

utterance: Okay. No, wait are you are you sure your customer number is twenty-six twelve twenty-two.

utterance: #Uh, let me check here. #Uh no, it's not. My apologies. The correct number is twenty-six twelve twenty-two.

utterance: Yes sir. That matches our records. Thank you. Okay, now I just need the date that you moved, please?

utterance: Of course. We moved in on July first twenty twenty-one.

utterance: Wonderful! Just give me a second to input all your information.

utterance: Sure. #Uh, no problem. I do have one other question for you, though.

utterance: Absolutely! What else did you need mister Richardson?

utterance: #Uh, I was just wondering if the move and new address is going to change my monthly rate any?

utterance: Hold on one second and I will look into that for you.

utterance: No. No, it should not change your rate at all, sir. You are still in the same county so your monthly rate will not.

utterance: Oh, no. Nope, it's just me. I live alone.

utterance: Okay. Well, then unless something else changes your rate should remain at seventy-six dollars monthly.

utterance: Okay. That's great. Thank you for that info Ophelia.

utterance: You are more than welcome, mister Richardson. Did you have any other questions for me?

utterance: #Um, no. None that I can think of at the moment.

utterance: Okay then, let me summarize our conversation today. You have updated your address to twelve thirty-two.

utterance: Yes, Ophelia, I accept the changes you have just stated.

utterance: Wonderful! Those changes should be evident on your next bill.

utterance: Great. Thank you!

utterance: You're welcome, mister Richardson. Is there anything at all else I can do for you today?

utterance: No, Ophelia, I think that's it.

utterance: So, that then concludes our business for today, sir?

utterance: Yes ma'am. It does.

utterance: Super! Well mister Richardson, thank you so much for calling today and for being part of the Rivertown family!

utterance: Thank you for your excellent customer care and assistance, Ophelia.

utterance: It was my pleasure to serve you today, sir.

utterance: Likewise.

utterance: You have a great rest of your day, sir.

utterance: You too!

utterance: Will do!

utterance: Have a good day.

utterance: Goodbye, sir.

utterance: Goodbye, Ophelia.


utterance: Hello. Rivertown Insurance. Jenny speaking. How may I help you?

utterance: Hi, Jenny. How are you today?

utterance: I'm doing great! How are you doing today, Miss ?

utterance: Oh, I'm sorry! My name is Abigail Stevenson and I'm good.

utterance: Super, Miss Stevenson! And, is it Miss or Misses Stevenson?

utterance: #Uh yeah, it's it's misses. Has been misses for forty years now!

utterance: Oh my, now that's that's quite a wonderful accomplishment, mhm!

utterance: Yes, yes it is! Thank you!

utterance: Well, missus Stevenson, what can I assist you with today?

utterance: Oh yes, okay. #Uh well you see, my grandson Jeremiah has moved into our house because well yes.

utterance: Oh I see, missus Stevenson. So, you are wanting to go ahead and add to add Jeremiah onto your.

utterance: Mhm, Jenny. Yes, that is correct.

utterance: Okay, great! I can most assuredly get that taken care of for you. First off, could I get a good contact phone.

utterance: Yes ma'am. My home telephone number is five seven three eight nine two three four one three, mhm.

utterance: Awesome! Thank you so much for that, missus Stevenson. Now, the next thing we will do is to verify your.

utterance: Mhm, Jenny. All right.

utterance: Wonderful! So, missus Stevenson, to do that, the first pieces of information I'm going to need is your full.

utterance: Mhm, of course. My name is Abigail Victoria Stevenson and my my date of birth is oh my, is

utterance: All right. Thank you. And just to verify, your home phone number is five seven three eight nine two.

utterance: Mhm, it is.

utterance: Good. Okay. Now, that I have verified your identity let's go ahead and get your account pullked on up.

utterance: Yes.

utterance: Okay then, I'll need your social security number and the answer to your security question. Do you have.

utterance: Oh no, no, no. I'm I'm sorry but we do not ever give out our social security numbers, no!

utterance: Yes ma'am, of course we can still get him added. Please, don't worry, missus Stevenson. It's no problem at.

utterance: Oh, thank goodness, Jenny. Thank you so much. I'm sorry. I don't mean to be any trouble.

utterance: It's no trouble at all, ma'am. We will just go another route. Do you by chance know your customer.

utterance: Oh yes, mhm! I have it right in the other room with my bills, you know. Would you mind waiting one.

utterance: Sure. Sounds good, missus Stevenson. I'll be right here on the line when you get back. Go ahead.

utterance: Okay, Jenny. I'm back.

utterance: Super! You can go ahead with your customer number. I'm ready.

utterance: Mhm. It's six five two nine three one one five.

utterance: All right! I have your account pulled up right here on my computer screen.

utterance: Mhm? Oh, what a relief!

utterance: Okay, and if you look on that same bill you just read your customer number from, could you please.

utterance: Mhm. It's nine nine three six one six seven one five dash one.

utterance: Wonderful! Okay, could you also verify your address so I add Jeremiah to the correct address?

utterance: Mhm. Our address is one five three five seven East Seventh Street Bridgeport Connecticut zero six six zero.

utterance: Very good then. I do apologize for all the questions.We just like to make sure we add him to the correct.

utterance: Mhm. That's all right dear. I understand.

utterance: And, you said that Jeremiah is your grandson, correct?

utterance: Mhm. Correct.

utterance: Super! Now, I'll need his full name and date of birth.

utterance: Mhm. His name is Jeremiah Louis Stevenson and his birthday is January second nineteen ninety-six.

utterance: Great! I've got all that information added into your account. Now, does Jeremiah have any health issues.

utterance: Oh no! He's healthy as an ox, that one! Handsome too! I don't suppose your single, Jenny, hm?

utterance: Unfortunately, I am not single. I'm spoken for. .

utterance: Aww, too bad!

utterance: Yes, it is! Okay, now down to the fun stuff. The cost of adding Jeremiah to your policy, since you.

utterance: Mhm. Oh yes! That's a lot less than we expected!

utterance: Great! I'm glad. Being such a long-standing customer definitely has it's benefits, huh?

utterance: Mhm. Yes it does!

utterance: Okay. So, would you like to pay for that now with a debit card or would you like to mail it in? Either is fine.

utterance: Mhm. Well, I think I would like to just go on and mail it in as usual. Keep in routine, you know. Mhm.

utterance: Sounds good, missus Stevenson. Is there anything at all else I can help you with today, ma'am?

utterance: No, Jenny. That is all the business for today, mhm. You've been such a wonderful helper. Thank you!

utterance: Not at all, missus Stevenson. Thank you and your beautiful family for being such dedicated customers! We.

utterance: Well, thank you so much, Jenny!

utterance: You are more than welcome, missus Stevenson. You have a wonderful rest of your day and tell the family.

utterance: Mhm. Well, I most certainly will! You do the same now, sweetie!

utterance: Will do! Goodbye, now.

utterance: Goodbye, Jenny.


utterance: Good morning, Rivertown Insurance. This is Denise. How may I serve you today?

utterance: Yeah hi, Denise. How's your morning going?

utterance: My morning has been great so far. Busy but great! Thank you so much for asking. How are you.

utterance: Oh, can't complain. .

utterance: Right! Who might I be speaking with today?

utterance: Oh, I'm sorry! My name is Tom Stinson.

utterance: Great to make your acquaintance, mister Stinson.

utterance: Likewise.

utterance: Could I please get a good contact phone number for you just in case we get disconnected?

utterance: Sure. My mobile number is six one six four five nine seven zero one three.

utterance: Thank you so much for that. Now, what is it I can do for you today?

utterance: Well, I I called your office a couple days ago to inquire as to whether or not you have or I mean if.

utterance: Oh all right. That would have been Misty, our office assistant. Did she give you any more info on what we.

utterance: No ma'am. She did not. Just gave me your name and number.

utterance: Okay. Well, first things first. Could I please get your full name and home address for your file, please?

utterance: Absolutely! My name is Tom Eugene Stinson and my address is sixteen three five one Roanoke Road.

utterance: Wonderful! Thank you for that, mister Stinson. Okay, I've got that all entered into your new account file. That.

utterance: Sure. No problem. My date of birth is November sixteenth nineteen sixty-seven and my social is five eight.

utterance: Okay. Got it. The last piece of information I'll need to register your account is for you to pick a security.

utterance: Sounds good.

utterance: Okay. Security question number one. What is your mother's maiden name?

utterance: I'll go with that one. It's easy to remember.

utterance: Super! You can give me her maiden name now.

utterance: It's Mills.

utterance: Great! Okay. I've input all the data we need. If you'll give me just a moment, I'll get the account registered.

utterance: Sounds good, Denise. I'll be right here.

utterance: Okay. Hold for one moment, please.

utterance: Sure.

utterance: Okay, mister Stinson, your account is all set up. If you have a a pen and paper handy I'll go ahead and.

utterance: Ready.

utterance: Your customer number is seven one seven nine three two six two.

utterance: Got it.

utterance: Okay. Now, to get to what you called for finally! Let's start with what type of auto insurance are.

utterance: Just the basic basic liability insurance required by law.

utterance: Okay. What is the year, make and model of the vehicle?

utterance: It's a two-thousand sixteen Nissan Versa. Red with black interior.

utterance: Okay. The computer is showing me that our basic state required liability insurance policy is one thousand dollars a year.

utterance: Do I have to pay for a whole year at onec or can I do payments every six months?

utterance: Sure. It costs a little more than the yearly rate simply because their breaking it down for you. So, there is a.

utterance: If I go ahead and you know pay online can I still get my proof of insurance, I mean will I have.

utterance: Yes! Absolutely, you would be covered the second you make the payment. And just as soon as that.

utterance: Oh, that's awesome. Okay. I think that's what I'll do then. Please, send me the link to the website.

utterance: I'm sending it as we speak. Sent. You should be receiving the text any moment.

utterance: Yep! Got it.

utterance: Great! So, you'll just need your personal email address and your customer number to login to your.

utterance: Great! I think I got it.

utterance: Wonderful, mister Stinson! We are so glad here at Rivertown Insurance to have you as a part of the family!

utterance: Well, thank you Denise. You've been so awesome! Thanks for getting me taken care of. I appreciate it!

utterance: And we appreciate your business! Is there anything else at all I can do for you today?

utterance: No ma'am. I think that'll be it. You have a great day. Bye=bye, now.

utterance: Goodbye, mister Stinson and good day to you as well! Bye!


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

utterance: Yes Matt, I'd like to remove my son from my policy.

utterance: Okay. May I have your policy number.

utterance: It's four seven oh seven nine six five.

utterance: Okay four seven oh seven nine six five. And who am I speaking with?

utterance: Alec Sands.

utterance: Okay mister Sands for security purposes can you verify your address and phone number?

utterance: Uh yeah, it's seven three seven two one Maple Avenue, Fate Texas, seven two three two four one.

utterance: And your phone number?

utterance: Oh, it's seven seven seven ninety three eleven.

utterance: Okay great. Thank you for verifying that information.

utterance: Yeah, you're welcome.

utterance: Okay so on your policy we have Adrian, John and Max. Which son do you want to remove?

utterance: My son Max. He just got a job that offers insurance so he won't be needing mine.

utterance: Okay give me a moment please.

utterance: Okay.

utterance: Okay I just removed Max from your policy.

utterance: Thank you.

utterance: mister Sands since you now only have two dependents on your policy would you like to hear about our premium plan? It may save you some money.

utterance: Um, sure what's all in it?

utterance: Well it shows here that your other sons Adrian and John are both under the age of ten so they qualify for additional coverage under the premium plan.

utterance: Okay what exactly?

utterance: They will have access to our new counseling program for pre-teens and free quarterly dental checkups instead of yearly checkups.

utterance: Hmm.. How much more is this plan?

utterance: The plan is an additional fifty dollars to the current plan.

utterance: What about for me and my wife? Does it offer any addtional services?

utterance: Unfortunately no. It only offers those amenities that I mentioned.

utterance: Well that really doesn't seem worth it to me.

utterance: Well mister Sands we do have another plan that would benefit your entire family for an additonal seventy five dollars and it would include the son that you just removed.

utterance: But why would I keep him on my policy?

utterance: Well sir, sometimes it's good to have a backup insurance plan to cover anything that your son Max's new plan doesn't.

utterance: Ohh okay I see. That sounds like it might be good.

utterance: Yes sir it would be very helpful for you and your family.

utterance: Does it offer any other services?

utterance: Yes, it includes glasses, free dental checkups and free emergency room visits as well as covering one hundred percent of prescription costs for your entire family.

utterance: Hmm.

utterance: So would you like to sign up for the Premium Gold plan then?

utterance: Yeah, I would.

utterance: Okay sir, give me a few moments to update your account.

utterance: Okay.

utterance: Okay mister Sands your next statement will reflect the new billing amount of one hundred and seventy five dollars to keep your son Max on the new Premium Gold plan.

utterance: Okay.

utterance: Do you have any questions or concerns?

utterance: Not now but I'll probably have some when I hang up hee hee.

utterance: I understand. That happens a lot.

utterance: Oh, when will the new policy take effect? With all the new benefits I mean.

utterance: Your new policy will take effect midnight tonight but you won't be billed the new amount until next month.

utterance: Oh okay.

utterance: Well it was a pleasure assisting you today mister Sands. Thank you for choosing Rivertown Insurance and have a great day.

utterance: You too. Goodbye.

utterance: Bye.


utterance: Thank you for choosing Rivertown Insurance. My name is Aspen agent number five five three four. May I have your name and account number?

utterance: Hello my name is Laurie Pops and my account number is fifty five seventy seven.

utterance: Okay thank you and for security purposes may I have your address?

utterance: Sure, it's thirty seven Grass Lane, Maywood Illinois six five for two one.

utterance: Okay great missus Pops and how may help you today?

utterance: Yes our house flooded in that bad storm yesterday.

utterance: Ok I'm sorry to hear that ma'am. What was the extent of the damage?

utterance: Well, we had a burst pipe and it flooded our entire kitchen and living room.

utterance: Okay so how high did the water get?

utterance: Uh let's see, the bottom half of our kitchen cabinets were damaged and the tile and carpet as well as furniture were damaged.

utterance: Hmm okay can you tell me approximately how many square feet that covers?

utterance: Square feet?

utterance: Yes ma'am.

utterance: Why would you need to know how many square feet?

utterance: Well ma'am we need to know so that we can get an estimate on what would need to be replaced.

utterance: Can't you just send someone out here to assess the damage?

utterance: We can do that ma'am or you can submit photos to us today in order to get the recovery effort started.

utterance: Hmm.

utterance: It's entirely up to you ma'am.

utterance: Well with Covid and everything I don't want nobody in my house.

utterance: I totally understand that ma'am.

utterance: I don't think you do. I don't just let anyone into my home especially now.

utterance: Well missus Pops what we can do is have the adjustor come over with a hazmat suit on. Will that help?

utterance: A what?

utterance: The adjustor can wear a protective suit in order for you to feel more comfortable about your Covid concerns.

utterance: Really?

utterance: Yes ma'am.

utterance: Hmm.. okay that sounds more acceptable.

utterance: Okay great. What would be a good day and time for someone to come over?

utterance: Uh hmm.

utterance: It doesn't have to be right away but the sooner the better.

utterance: Yeah, okay well how about Thursday at three o'clock?

utterance: Thursday at three o'clock.

utterance: Yes.

utterance: Okay and just so you know all of our agents will wear a green badge with our company logo so that you can identify them as our agents.

utterance: Oh okay that's good.

utterance: Okay mister Pops in the meantime we ask that you do not throw any of the wet items out as of yet.

utterance: Why in the world would I keep them? Won't the mildew start to grow?

utterance: Well you can have somebody move the items for you to your backyard or outside of the house.

utterance: Okay even if I do that what about the cabinets? They are starting to mildew as well.

utterance: Okay missus Pops what we can offer to compensate for that is we can book you in a nearby hotel until it is safe for you to come home.

utterance: Hmm that might work. Okay I guess.

utterance: Okay perfect ma'am.

utterance: So what do I do just pick a hotel and send you the bill?

utterance: We can book the hotel for you and then you just go check in and we'll cover the bill.

utterance: Okay how long will this take?

utterance: We can have you in the hotel by this evening if you'd like.

utterance: That will work.

utterance: Okay missus Pops if you'll let me put you on a brief hold I'll get that set up for you.

utterance: Okay.

utterance: Okay missus Pops the only hotel that is available is about seventy miles away from your home address. Will this be work for you?

utterance: Ooh..I'm afraid that will be too far of a commute for me to go back and forth to work.

utterance: So that's a no then?

utterance: If there is someplace closer that would be better.

utterance: Ok one moment please.

utterance: Hhhh. Okay.

utterance: Ok ma'am, there is a nice Days Inn that I can put you and your family in but you won't be able to check in until tomorrow night.

utterance: That will be okay I guess.

utterance: Okay great let me make the reservation for you. One moment please.

utterance: No problem.

utterance: Okay missus Pops your reservation will be for six o'clock tomorrow evening.

utterance: Where is this hotel? What's the address?

utterance: It's the Days Inn at forty two eleven Pentagon drive.

utterance: Okay.

utterance: Oh missus Pops I forgot to ask, do you have any pets that need accommodation as well?

utterance: Um, well we have a cat. Will they allow pets at the Days Inn?

utterance: Um hold on let me confirm that.

utterance: I really hope they do because I can't afford to send Marmalade to a kennel.

utterance: Okay ma'am they do allow pets but your cat will have to remain in a carrier.

utterance: That's fine. I have one so no worries.

utterance: Okay great. So to recap, we have an adjustor coming to your address Thursday at three o'clock.

utterance: Right.

utterance: We also have you checking in to the Days Inn hotel tomorrow evening at six o'clock in the evening.

utterance: Yes.

utterance: Also missus Pops someone needs to be at your house to let the adjustor in at that time. Can you verify that someone will be there?

utterance: Yes. I'll be there.

utterance: Okay great. Remember missus Pops to ask the Agent for his or her badge to verify their identity.

utterance: Ok yeah sure.

utterance: Ok missus Pop do you have any more questions or concerns?

utterance: Yes I do.

utterance: Okay ma'am?

utterance: How long will it take to actually get everything replaced?

utterance: Well missus Pops it depends on how quickly the adjustor can make an assessment and then give the estimate to the finance department.

utterance: And how long will that take?

utterance: Once the finance department approves the estimated amount they'll send you a check to cover the cost of all the items that the adjustor sent.

utterance: But how long?

utterance: It usually takes up to to three weeks ma'am.

utterance: Heck, three weeks?

utterance: Yes ma'am.

utterance: Okay.

utterance: Will there be any more questions or concerns ma'am?

utterance: No that's it.

utterance: Well again missus Pops thank you for choosing Aspen Insurance. Will you stay on the line for a brief survey?

utterance: No I don't want to do a survey.

utterance: Well again missus Pops thank you for choosing Rivertown Insurance my name is Aspen. It has been a pleasure speaking with you. Have a nice day.

utterance: Thank you. Good bye.


utterance: Thank you for calling Rivertown Insurance. My name is Billy how can I help you?

utterance: Uh hello yeah. I would like to add my new dependents to my policy.

utterance: Okay may I have your name and policy number please?

utterance: Sure it's John Ground and my policy number is seven eight eight five seven one.

utterance: Okay seven eight five seven one?

utterance: No. Seven eight eight five seven one.

utterance: Okay seven eight eight five seven one.

utterance: That's correct.

utterance: May I have your address please?

utterance: It's five hundred Forest Lane Houston, Texas seven seven eight one one.

utterance: Okay now that I have verified your account how many dependents would you like to add?

utterance: Well, my wife just gave birth to quintuplets so I'd like to add all of them.

utterance: Oh well congratulations!

utterance: Thank you so much we're overjoyed.

utterance: Okay I will need their birthdate.

utterance: Okay they were all born on July second.

utterance: Okay and their names?

utterance: The first child's name is Shawn.

utterance: Is Shawn a boy or girl?

utterance: Shawn is a boy.

utterance: Ok great. The next child?

utterance: The next child's name is Max.

utterance: And Max is a boy correct?

utterance: No Max is short for Maxine. Sorry about that.

utterance: Ok so Maxine is a girl.

utterance: Correct.

utterance: The next child?

utterance: The next child's name is Betty.

utterance: Okay Betty. I have her. And the next child?

utterance: The next child's name is Adam.

utterance: Okay Adam. Got him. And the next?

utterance: And the last one is Roberta. We call her Bobbi.

utterance: Okay and I have Roberta.

utterance: Great.

utterance: So we have Shawn, Maxine, Betty, Adam and Roberta correct?

utterance: Yes.

utterance: Okay so would you like to add on our premium package for infants onto your policy?

utterance: Wouldn't I have to get a new policy?

utterance: No. We can simply make an adjustment.

utterance: Okay so what all does it include?

utterance: Well the premium package includes all doctors visits, emergency room visits and and medications.

utterance: Isn't that included in the policy I have now?

utterance: Yes but you have to pay a portion of your emergency room visits with your current policy.

utterance: Right.

utterance: Well with the premium package you won't have to pay anything for your emergency room visits or for any specialized care.

utterance: Okay that's great.

utterance: Yes so would you like for me to add the premium package then?

utterance: Yes please.

utterance: Okay great everything will go into effect midnight tonight.

utterance: Wow that's quick.

utterance: And just so you know your new premium amount will be one hundred and seventy five dollars per month.

utterance: Okay.

utterance: Okay mister Ground I have you for our premium package in the new amount of one hundred and seventy five dollars per month covering you, your wife and Betty, Maxine, Shawn, Roberta and Adam.

utterance: Yes.

utterance: Was there anything else that I can help you with today mister Ground?

utterance: No that's it.

utterance: Okay mister Ground thank you again for choosing Rivertown Insurance and have a pleasant evening.

utterance: Thanks you too. Bye.

utterance: Goodbye.


utterance: Thank you for calling Circus Healthcare, my name is Barnabus agent number three five six three and who am I speaking with?

utterance: Hi, my name is Jane Janeson and I'm having a problem with my billing statement.

utterance: Hello missus Janeson. In order to help you more quickly may I please have your account number?

utterance: Um let's see. I don't see it on my statement.

utterance: It's the number at the top left corner of your statement.

utterance: Oh okay. It's two eight eight one nine six.

utterance: Okay great. For security purposes may I have your address?

utterance: Uh my address is thirty two thirty two Batman Lane Wixson Vermont, three four five two zero.

utterance: Okay thank you. I have verified your account. Now, what exactly is the problem?

utterance: My last statement that I received in the mail states that my balance due is six hundred and thirty five dollars. That cannot be correct.

utterance: Okay ma'am what exactly isn't correct about it?

utterance: Well, I made all of my payments on time so the amount due should only be seventy eight dollars.

utterance: Okay ma'am can I place you on a brief hold for a moment while I investigate this issue?

utterance: Mhm okay.

utterance: Okay I checked your account and it seems that some of your payments haven't been made.

utterance: I made those payments. I'm looking at my bank statement and it's showing on my account that I paid.

utterance: Can you tell me the dates the payments were made on?

utterance: Hmm let's see. I paid seventy eight dollars on January second, on February fifteenth, on March fifth, on April sixteenth and on May twelfth.

utterance: Okay what about June and July?

utterance: Oh, I'm sorry. I paid those each on the third of those months.

utterance: On June third and July third?

utterance: Yes.

utterance: Okay missus Janeson, can I place you on a brief hold again?

utterance: I guess I don't have a choice do I?

utterance: I appreciate your patience.

utterance: Yeah whatever.

utterance: Okay missus Janeson, it seems that we need to see proof that you made those payments.

utterance: Why in the world should I have to send proof? The payments are on my bank statement as Circus Healthcare. This is not my fault.

utterance: I understand your concern ma'am, but if you send us proof we can handle this situation more efficiently.

utterance: This makes absolutely no sense. I want to speak to a manager please.

utterance: Okay ma'am one moment.

utterance: I don't believe this.

utterance: Hello mister Janeson my name is mister Bracks. I understand that you are having a problem with your payments on your account?

utterance: Yes. The young man whatever his name is told me that I would have to send proof of my payments? That is not my fault.

utterance: That's what the other guy just told me. What is it a script you're reading or something? I need you to fix this problem now.

utterance: Well ma'am that's the only way that we can fix the problem.

utterance: I have never heard of this kind of nonsense in my life! What kind of business would make it's customers send proof of payments?

utterance: Well ma'am that is how our system is set up. We automatically record payments but for some reason yours aren't showing up.

utterance: So then it's my fault?

utterance: Well ma'am we need to see the proof ourselves in order to reflect it on your account since we have no records of the payments.

utterance: So this is how you treat all your customers? Steal their money and then make them show proof that they paid?

utterance: Ma'am no one is stealing your money. All we need is proof of the payments and then we can adjust your account to reflect the payments.

utterance: And how long will this take?

utterance: It will take seven to fourteen business days to reflect on your account.

utterance: What the hell? Seven to fourteen business days? I want this fixed now!

utterance: Well what we can do is send this to our management team to escalate the account.

utterance: And then how long will that take?

utterance: It will only take two to three business days.

utterance: That's still too long.

utterance: Well ma'am that's the best that we can do for you. You can send the proofs of payment to Circushealthcare at Gmail dot com.

utterance: Mhm. Circushealthcare at Gmail dot com?

utterance: Yes.

utterance: Okay.

utterance: Once we receive your information you will get a confirmation email confirming receipt of the information.

utterance: Okay well I hope this works. This is so frustrating.

utterance: I totally understand and on behalf of Circus Healthcare I apologize for the inconvenience.

utterance: Mhm.

utterance: Okay missus Janeson if there isn't anything else that I can help you with I'll hand you back over to Barnabus so that he can finish up.

utterance: No there isn't anything else.

utterance: Okay missus Janeson it was a pleasure speaking with you have a great evening.

utterance: Yeah you too. Thanks.

utterance: Okay missus Janeson I have made all the notes to reflect that you will be sending us your payment proofs at Circus Healthcare at Gmail dot com.

utterance: Yes that's right. Still seems like a hassle.

utterance: I understand that and I apologize for the inconvenience.

utterance: Mhm.

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

utterance: No that's it.

utterance: Okay missus Janeson thank you for choosing Circus Healthcare and enjoy the rest of your evening.

utterance: Mhm. Bye.

utterance: Goodbye.


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

utterance: Hi I'd like to make a payment on my account.

utterance: May I have your account number please?

utterance: Um, I don't have it. I can't seem to find it hold on.

utterance: That's okay ma'am. Can I please have your name and address?

utterance: Yes it's Ann Wister. My address is thirty two thirty two Wipply Way, Hutchins Texas five five four three four.

utterance: And just for security purposes may I have your phone number as well?

utterance: Yeah it's seven seven seven ninety three eleven.

utterance: Okay Ann. I have your account.

utterance: Um, can you please call me missus Wister?

utterance: Oh, I'm sorry missus Wister I do apologize for that.

utterance: That's fine. Thank you.

utterance: Okay missus Wister you amount due is twenty-six dollars. How much would you like to pay today?

utterance: Um, I guess the total amount.

utterance: Okay great.

utterance: Oh you know what, can I pay two payments this time?

utterance: Sure you can.

utterance: Okay good because I'll be on vacation and I don't want to have to worry about it.

utterance: Great. No problem. Your total will be fifty two dollars.

utterance: Okay.

utterance: Would you like to pay by check, debit card or credit card?

utterance: Debit card please.

utterance: Okay one moment.

utterance: Okay.

utterance: You can give me your card number when you're ready.

utterance: Okay my card number is five five five five one one one one three three two one six five nine six.

utterance: Let me just repeat this back to you.

utterance: Okay.

utterance: Your card number is five five five five one one one one three two three one six five nine six.

utterance: No it's three three two one six fine nine six.

utterance: Okay let me read it again.

utterance: Mhm.

utterance: Five five five five one one one one three three two one six five nine six.

utterance: That's correct.

utterance: Expiration date?

utterance: November of twenty twenty four.

utterance: And may I have the security code on the back?

utterance: Sure it's seven seven seven.

utterance: Got it.

utterance: Mhm.

utterance: Okay missus Wister I'm about to process your payment in the amount of fifty-two dollars to your debit card ending in six five nine six. Is this okay?

utterance: Yes.

utterance: One moment please.

utterance: Okay.

utterance: Okay missus Wister your payment was successful. Your confirmation number is BTfive five six.

utterance: Hold on let me get a pen.

utterance: No problem.

utterance: Uh, I can't find a pen. Oh there it is okay I'm ready.

utterance: B T five five six. Okay thank you.

utterance: Will there be anything else that I can help you with today?

utterance: No that will be all. Thank you.

utterance: Okay well thank you for choosing Rivertown Insurance. My name is Ken, agent number four four five. Have a great day.

utterance: You have a great day as well. Bye.

utterance: Good bye.


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

utterance: Hi yes I I'm new to my area and I need to find me a new local insurance agent.

utterance: Sure, I can help you with that.

utterance: Great, thanks.

utterance: Sure, no problem, what is your zip code?

utterance: It's it's seven oh oh two nine.

utterance: Seven zero zero two nine, is that correct?

utterance: Yes, that's it.

utterance: Great, thank you. One moment while I find the agents local to your area.

utterance: Sure, thanks. I really appreciate you guys. I've been with Rivertown Insurance awhile, but since moving I wanted to get an agent that was local to my area.

utterance: Thank you, I appreciate those kind words and I completely agree that it's super helpful to have someone local to work with.

utterance: Oh for sure. We had a hailstorm right before we left our old house and it was such a mess but it was better having a local agent to work with than someone out of town.

utterance: Oh goodness, I hope you don't have to deal with a another hailstorm anytime soon.

utterance: Me either.

utterance: So, I have a list of three agents local to your area.

utterance: Oh that's great, thanks.

utterance: Sure, no problem. We typically reach out to those agents and have them directly contact you. Is that okay with you?

utterance: Yeah, that's fine. I'm not in any rush.

utterance: I'll get your information to them and they should be in contact with you within the week.

utterance: Oh, that would be great.

utterance: Sure, no problem. Would you prefer them contacting you by phone or email?

utterance: Oh I guess either is fine with me.

utterance: Okay, then let me verify your contact information.

utterance: Sure thing.

utterance: Okay, first off, what is your first and last name?

utterance: I guess that would be helpful. It's John Harkins.

utterance: John Harkens spelled h. a. r. k. e. n. s?

utterance: Oh no sorry, it's h. a. r. k. i. n. s..

utterance: Oh, thank you mister Harkins. What is your email address?

utterance: Yeah, it's John Harkins, j. o. h. n. h. a. r. k. i. n. s. dash eight two at hotmail dot com.

utterance: Okay, so johnharkins dash eight two at hotmail dot com?

utterance: Yep, that's correct.

utterance: Great, and what is your phone number?

utterance: three five four eight eight nine nine.

utterance: Three five four eight eight nine nine?

utterance: Yes, that's it.

utterance: And what is your area code?

utterance: Oh sorry, I forgot to add that, it's two oh two.

utterance: Two zero two?

utterance: Yes.

utterance: Great, thank you. So within a week, you should be contacted by these local agents either by email or phone and.

utterance: Wait, the more I think about it, can you have them only use email? I've got kids and afternoon naps and all that jazz.

utterance: Sure thing, let me make a note here for them to contact you only by email.

utterance: Great thanks.

utterance: No problem. Is there anything else I can help you with today?

utterance: I don't think so. I'll just be watching for those emails.

utterance: Okay, that sounds great, sir. If you don't mind, after I end this call there will be a short survey about the service you received today.

utterance: Okay, I'll hang around for it.

utterance: Thank you. Have a great day.

utterance: Thanks you too.

utterance: Bye-bye.

utterance: Bye.


utterance: Hi this is Robin from Outlook insurance is Ron available?

utterance: This is Ron.

utterance: Hi Ron I am returning a voicemail I have received from you.

utterance: Yeah I am looking to wait was that the other place. Where are you calling from again?

utterance: Outlook insurance.

utterance: What kind of insurance is this?

utterance: Property insurance.

utterance: Oh yeah . I need to update my address.

utterance: I can for sure help you with that.

utterance: Ok. I moved out of state.

utterance: Ok let me just pull up your file here. Ron what is your last name?

utterance: Wester.

utterance: W-e-s-t-e-r?

utterance: Yeah.

utterance: And Ron what is your mothers maiden name?

utterance: Mason.

utterance: Ok and just want to verify your date of birth.

utterance: Nine six ninteen ninty four.

utterance: Thank you for that.

utterance: It looks like the address we have on file is One three six four Humming Place North Denver Colorado.

utterance: Is that the correct address?

utterance: No I moved to Arizona.

utterance: When did you move there?

utterance: About a week ago. Just unpacking all our stuff.

utterance: #Ah that's great give me one moment while I take this out of your file.

utterance: Ok.

utterance: Arizona must be much warmer then Colorado.

utterance: Oh yes it is great. My girlfriend and I decided we needed to live in a warm state.

utterance: Good for you. That is great.

utterance: Thank you.

utterance: So I have that taken care of what is your new address?

utterance: Seven six nine west Columbus Road Mesa Arizona nine nine one four two.

utterance: Ok. #Uh let me just verify Seven six nine West Columbus Road Mesa Arizona Nine Nine One four two.

utterance: Correct.

utterance: Ok I have that all updated.

utterance: Thank you. Going forward we only plan on being at this address for a short period of time. Is there a way I can do this online?

utterance: Of course. Do you have an online account with us?

utterance: I don't.

utterance: So if you go on our website and click login. Then it will ask if you are a new user and select yes. Then you will fill out all your information make sure it is the same that we have on file here.

utterance: Ok.

utterance: Then we will have to verify that we have the correct information and you will get a confirmation email.

utterance: Uh huh.

utterance: From that confirmation email you just verify your account and you are good to go. Then going forward you can just log into your account and change things.

utterance: Thank you. I appreciate that.

utterance: Of course. Is there anything else I can help you with?

utterance: #Um not at this time. I don't think. Wait yes.

utterance: What is that.

utterance: Can you update my girlfriends file to?

utterance: I can try let me look at her file and see if you have access to do that.

utterance: Ok.

utterance: What is her name?

utterance: Mary Rosas.

utterance: And can I have you verify her date of birth?

utterance: January thirteenth ninteen ninty four.

utterance: And what is her father's middle name?

utterance: I actually don't know off the top of my head.

utterance: Oh ok. With that being said I would not bee able to make any updates. She would have to call in and do that.

utterance: Ok. What time are you open until?

utterance: We are open until five pm central standard time.

utterance: Ok I will have her call when she gets home.

utterance: Sounds good. Is there anything else I can help you with?

utterance: No.

utterance: Ok that you for calling have a great day.

utterance: Thanks you too.


utterance: Hi, this is Rivertown Insurance. My name is Martha. How can I help you today?

utterance: Hi Mark yes we just had a baby, so I need to get her added to our health insurance.

utterance: Congratulations! Sure, I can add her as a dependent.

utterance: Thanks so much.

utterance: You're welcome. So can I have your first and last name, please?

utterance: Yeah okay it's Brian Smith.

utterance: Thank you. Is Brian spelled b. r. i. a. n.?

utterance: yep that's it.

utterance: Okay, and can I get your date of birth?

utterance: September eight of eighty seven.

utterance: Thank you, and what is your account number?

utterance: Yeah I've got that right here I think.

utterance: Whenever you're ready.

utterance: Yeah, this is it it's five five three one.

utterance: five five three one.

utterance: two nine nine four.

utterance: two nine nine four.

utterance: Yeah, that's it.

utterance: Thank you. One moment while I verify and pull up your account.

utterance: Sure thing.

utterance: Okay, thank you, mister Smith. I see your account here, and you are wanting to add your child to the account?

utterance: Yeah, my daughter, she was just born a few days ago.

utterance: Great, I'll just need a some information about your daughter and then I can get her added as your dependent.

utterance: Great.

utterance: What is her first and last name?

utterance: Yes, it's Ashley that's a. s. h. l. e. y. and then Smith.

utterance: Great, thank you, and what is her date of birth.

utterance: Oh two days ago the I haven't slept much, that was August fourth.

utterance: I remember those days.

utterance: Oh my gosh the days are just running together.

utterance: Cherish these days, because they'll be gone before you know it.

utterance: Oh definitely. I plan on it.

utterance: And how is your daughter? Did she need any additional hospital stay after birth?

utterance: No, thankfully, she and my wife are just fine.

utterance: That's great to hear, so I'll note that she is healthy and no signs of illness.

utterance: Okay great.

utterance: So, when you add a dependent the cost of your insurance does increase. It will be thirty dollars more per month.

utterance: Yeah I figured that.

utterance: Sure. My records indicate your payment will process on the August fifteenth, is that correct?

utterance: That should be right.

utterance: Okay, so when that payment processes you'll see the cost increase by thirty dollars.

utterance: Okay that's fine.

utterance: Great. Your daughter has officially been added as a dependent to your insurance. You should receive both a confirmation email and letter in the mail for your records.

utterance: Excellent, thanks.

utterance: Can I confirm your email is b. r. i. a. n. dot s. m. i. t. h. at gmail dot com?

utterance: yes, that's still good.

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

utterance: I don't think so well wait, actually, yeah does this become effective immediately?

utterance: Yes, sir, it will be back dated to your daughter's birth date.

utterance: Oh great, awesome. Thanks.

utterance: Sure thing. Was there anything else?

utterance: No, no, I think that's it. I appreciate it.

utterance: You're welcome, sir. Have a great day and try to get some rest with your newborn.

utterance: I'm gonna try, but you know how that goes.

utterance: I do. Congratulations again, and I hope you have a great rest of your day.

utterance: Thanks so much, you too.

utterance: Bye.

utterance: Bye.


utterance: Hi, this is Rivertown Insurance. How can I help you today?

utterance: #Ah yeah I'm having issues with my billing and need to get the automatic payments turned off.

utterance: Sure, I can help you with that. What is your first and last name?

utterance: Sure, it's Michael Brown.

utterance: Thank you, mister Brown. What is your date of birth?

utterance: yeah it's March fourteenth.

utterance: March fourteenth, and what year?

utterance: Oh yeah, it's nineteen eighty nine.

utterance: Great, and now in order to verify your identity I also need your account number please.

utterance: and I can find that where?

utterance: If you are on your account online, it will be in the upper right under your name.

utterance: If I was online I wouldn't be calling you.

utterance: I apologize, mister Brown. I can also verify your identity with your social security number and security question.

utterance: Jeez, okay that's fine.

utterance: Sure. What is your social security number?

utterance: five four two.

utterance: five four two.

utterance: three one one.

utterance: three one one.

utterance: nine five four one.

utterance: nine five four one, thank you. And to verify your security question, what is name of your first pet?

utterance: That would be Bruce.

utterance: Thank you. One moment while I pull up your account.

utterance: Okay.

utterance: Thank you for holding. I have your account pulled up.

utterance: Yeah, I just want to get rid of the automatic payments.

utterance: Sure, I can temporarily turn off the automatic payments.

utterance: No no no, I want it off off. I keep getting overcharged because I can't get see my bill until the automatic payment already goes. I just want it turned off and get regular statements in the mail.

utterance: Okay, mister Brown. I can take automatic payments off and have regular statements with billing dates mailed to you.

utterance: Yep, that's exactly what I want because I'm tired of being charged too much.

utterance: Sure, those automatic payments are turned off. You were scheduled for another payment on August twenty nineth, but you should receive a statement in the mail prior to that date that will allow you to pay by check or credit card.

utterance: Great, so this won't make me late on anything?

utterance: No, unless you don't pay by the date on the statement.

utterance: Okay cool.

utterance: So, if I can just get your confirmation on cancelling your automatic payments.

utterance: You mean like, yes I want to do this?

utterance: Yes, sir.

utterance: Okay, then, yes I want to cancel my automatice payments.

utterance: Thank you. Your automatic payments have been cancelled. Is there anything else I can help you with today?

utterance: Yeah actually, I mentioned being overcharged on my bills. I need to get that fixed.

utterance: Sure, let me look at your last statement.

utterance: Yeah, it's super annoying because I'm getting charged two fees when I shouldn't be.

utterance: I have your statement pulled up, and yes, I see the fee charge on their twice. Let me see what I can do.

utterance: Thanks.

utterance: Okay, so I have removed the extra fee. Since I just cancelled your automatic payment, your next statement should reflect the correct amount.

utterance: Without the double fee thing?

utterance: Yes, that should not be on there.

utterance: Great. And I haven't already been charged that by accident, right?

utterance: No, sir. It's not showing that as being charged.

utterance: Okay great.

utterance: Nah, I'm good now that that's fixed. Thanks.

utterance: Sure thing, sir. If you need any additional help don't hesitate to give us a call.

utterance: Okay, thanks.

utterance: Have a great day, mister Brown.

utterance: yeah, you too.

utterance: Bye.

utterance: Bye bye.


utterance: t Hello, thanks for calling Rivertown Insurance customer service. How can I help?

utterance: Hi, it's mister Mike.

utterance: Oh! mister Mike you're on the line once again, how may i help you this time?

utterance: Yh, i tried to follow the step by step process you sent to my Email address but I'm having issues with the password.

utterance: ok sir, you tried login into your profile or our site or app?

utterance: uh, please come again.

utterance: i said which means did you use to access you profile, the company's site or app?

utterance: The company's site, I'm having issues using the app.

utterance: The app is ok now sir, you just have to update it on your apple store or playstore.

utterance: You said playstore right?

utterance: if your using an android device then you can update the app on playstore but if you use an iOS device then you update our app on apple store.

utterance: ok, I'll do that after this call.

utterance: ok, so I'll you through the password reset process now.

utterance: ok.

utterance: Yh, I'll need to verify something's from you inorder to start the process.

utterance: ok, so what do you need?

utterance: I'll need your first and last name.

utterance: My name is Mike Johnson.

utterance: Uh, Date of birth?

utterance: nineth of may nineteen ninety one.

utterance: ok.

utterance: is that all?

utterance: No sir, thats not all.

utterance: ok.

utterance: Just hold on a bit.

utterance: ok.

utterance: what's your customer number?

utterance: er, nine two three something..

utterance: Go on sir.

utterance: Give me sometime to call out the number.

utterance: ok sir.

utterance: nine three four.

utterance: you said nine three four?

utterance: Yh.

utterance: ok sir, go on.

utterance: four two nine.

utterance: go on.

utterance: five eight.

utterance: Taken.

utterance: ok, i guess were done.

utterance: Pardon me sir, one more thing.

utterance: what's that?

utterance: is mikejohnson zero nine at gmail dot com still a good email for you?

utterance: nah, it isn't. i no longer use that email.

utterance: Ok, I'll like to knw your active email so i can send you a link to reset your password so you'll be able to log in your profile.

utterance: ok, that will be mikejohn zero three four at gmail dot com.

utterance: ok taken sir.

utterance: ok.

utterance: Is there any other thing i can do for you sir?

utterance: Nah, that will be all.

utterance: Ok sir, you'll receive an email with a link right about now which will aid you reset your password.

utterance: ok, thanks for your assistance.

utterance: Your most welcomed sir, do have a lovely day.

utterance: I'll try.

utterance: bye sir.

utterance: bye.


utterance: hello there, thank you for calling Rivertown insurance how may i help you?

utterance: Good day, how are you doing?

utterance: Um I'm very well sir, Hope your having a good day?

utterance: Yes of course though there's a bit of an problem.

utterance: how can i be of help sir.

utterance: Er there's been a new development.

utterance: ok, go on sir.

utterance: I've been promoted at my work place.

utterance: oh! congrats sir, that's great news.

utterance: thank you.

utterance: um so how can i help regarding the new development?

utterance: As a result of the promotion I'm to move to a new city.

utterance: ok, go on.

utterance: So i was wondering if the company has a branch over there.

utterance: um which city is that?

utterance: Newyork.

utterance: Yh, we've got a branch there. Is that all you wanted to find out?

utterance: nah, considering how busy I'll be i called to know if an agent of the company would assist me change plan and do some other things.

utterance: Yh, sure.

utterance: ok, so what next?

utterance: um just a minute sir.

utterance: ok.

utterance: Yh, I'm still on it.

utterance: Take your time, I'm less busy at the moment.

utterance: Sir, would you like to contacted via phone or email?

utterance: I'll prefer the email.

utterance: ok sir, can you please call out your email address.

utterance: Um I'll like to call out my phone number also.

utterance: ok, go on sir.

utterance: five three one.

utterance: go on.

utterance: two two four.

utterance: Yh.

utterance: nine two four four.

utterance: ok, taken. please call out your email address now.

utterance: Er, that will be brixton at gmail dot com.

utterance: Pardon me sir, please recall.

utterance: Thats fine.

utterance: i said, brixton at gmail dot com.

utterance: ok sir.

utterance: So?

utterance: You'll get a mail from our agent in Newyork, he'll help you out.

utterance: when? cause I'll like to accomplish that as quick as possible before i travel.

utterance: Very soon sir.

utterance: ok, thank you once again.

utterance: Your most welcomed sir.

utterance: Thank you, have a nice day.

utterance: You too sir.


utterance: Hello..

utterance: hello there, I'm James.

utterance: hello mister James, I'm Josh from Rivertown insurance. how may i help you.

utterance: um, i currently using the preferred Auto package on the automobile plan.

utterance: You said the preferred auto package right?

utterance: Yh.

utterance: ok sir, go on.

utterance: I want a change of plan, is it possible?

utterance: Sometime ago it wasn't but it is now.

utterance: Why's that?

utterance: it was the company's policy. Customer's had to wait till their current plan runs out before a change of plan.

utterance: i guess i came at the right time.

utterance: Yes sir, so which plan would like to switch to?

utterance: I'll like to know about the available plans.

utterance: we offer life, pet, automobile, condo, home owner and renter insurance. which one are you going for sir?

utterance: I meant the plans under the Automobile package.

utterance: Give me a minute sir.

utterance: ok.

utterance: I'm trying to get hold of it. Are you still on the line sir?

utterance: Yh.

utterance: ok sir, we have the basic auto is a thousand dollar per year, the preferred auto is One five hundred dollar per year and the complete Auto is two thousand dollars.

utterance: So what's the difference between the plans.

utterance: The benefits attatched to the different plans and prices.

utterance: ok.

utterance: Yh, All the plan span for a year.

utterance: ok so which plan do you suggest i go for?

utterance: You can go for any plan based on what suits you and your budget.

utterance: ok, i would like to switch to the basic auto plan.

utterance: come again sir, i dint get you.

utterance: i said I'll like to switch from the preferred auto plan to the basic auto plan.

utterance: ok sir.

utterance: Yh, I'm working on something and i need all the little money i can get thats why I'm switching the basic auto plan.

utterance: ok sir, that's fine. hold, I'll need some time to put you through on the process.

utterance: ok.

utterance: So would you prefer i send you a mail containing a form you could fill offline and send back or you would rather provide the necessary information during this call?

utterance: i prefer to provide every information you need to the switch in plan.

utterance: Ok sir,, please do stay on the line.

utterance: ok.

utterance: ok sir, are you there?

utterance: Yes i am.

utterance: ok, I'll need information required for identity verification.

utterance: um ok, so what do you need?

utterance: What's your first name?

utterance: James.

utterance: ok, mister James what's your last name?

utterance: Patrick.

utterance: Taken. I'll need your date of birth too.

utterance: Uh, that will be the fifth of August nineteen ninty.

utterance: what's your phone number?

utterance: plus two two five.

utterance: Yh, go on.

utterance: seven nine four.

utterance: go on.

utterance: five zero one three.

utterance: You said five zero one two?

utterance: I said five Zero one three.

utterance: ok sir, taken.

utterance: So are we done?

utterance: Not yet sir, just for confirmation you said your switching to the basic auto plan right?

utterance: Yh.

utterance: what's the duration sir?

utterance: For a year.

utterance: ok, taken.

utterance: Any other thing?

utterance: No sir, that will be all for now.

utterance: ok.

utterance: You'll get an email confirming your switch in plan.

utterance: ok.

utterance: Yh, that will be all.

utterance: Thanks for aiding me make the switch.

utterance: Your most welcomed sir, do have a nice day.

utterance: You too sir.


utterance: Good day. Thank you for calling Rivertown insurance, my name is Patrick Egan, how can I help you?

utterance: This is Doctor Mike on the line.

utterance: Doctor, how may i be of help to you?

utterance: I'm calling regarding an accident that happened.

utterance: oh! i hope no lives were lost?

utterance: No. Just minor body injuries.

utterance: I'm glad your okay sir.

utterance: um i wasn't involved in the accident, it was just my son.

utterance: okay sir, I'll like to some get details regarding the accident.

utterance: Okay, that's fine.

utterance: er, but first of all I'll need you to state your first name, last name, date of birth and customer number.

utterance: that's ok.

utterance: okay Doctor, you can go on.

utterance: My first name is Mike.

utterance: Go on sir.

utterance: my last name is Sannibal.

utterance: uh okay, your date of birth sir.

utterance: eighteenth of June nineteen eighty three.

utterance: um lastly, your customer number.

utterance: good thing i knw it off heart.

utterance: go on sir.

utterance: double three two.

utterance: Taken.

utterance: triple five eight four one.

utterance: uh doctor please recall.

utterance: triple five.

utterance: yeah.

utterance: eight four one.

utterance: Taken. So lets get details of the accident.

utterance: Okay, detail like?

utterance: Just a few details like name of the car, model, time date and so on.

utterance: okay, The car was a Mercedes Benz.

utterance: hold on a second.

utterance: yeah.

utterance: Doctor what's the model?

utterance: um it's a Mercedes benz C four fifty. A two nineteen model.

utterance: I'll need the date of the accident.

utterance: Today.

utterance: er you mean today, the twenty ninth of Thursday twenty twenty-one?

utterance: sure!

utterance: Accident time?

utterance: My son said it happen about twenty five minutes from now before i called you.

utterance: er okay.

utterance: So that should be half pass eleven am.

utterance: okay, location of accident?

utterance: it happened here in Texas.

utterance: Taken. Did he mention how the accident happened?

utterance: Yeah, he said he lost control of the vehicle and drove into a nearby shop.

utterance: okay your claim number is zero four five.

utterance: okay.

utterance: Your claim will be lodged and be assessed by our agents.

utterance: That's fine.. er.

utterance: Go on sir. You want me to help you do something.

utterance: um not really.

utterance: okay.

utterance: I wanted to know if there's any other way of reporting such cases like this other than calling the help line.

utterance: uh, you can always send a mail or visit a near by branch office of ours.

utterance: okay, thanks.

utterance: Is there any other thing you'll like me to do for you?

utterance: um Yeah! could you please send me a mail on how to change plan regarding an insurance package with the company?

utterance: okay sir, I'll do just that as soon as possible.

utterance: Thanks alot.

utterance: Your welcome sir.

utterance: okay, bye.

utterance: Bye Doctor and do have a nice day.

utterance: You too mister Patrick.

utterance: i certainly will doctor, bye.


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

utterance: yes I need to make sure my payment has gone through.

utterance: Sure, I can check your payment status.

utterance: Oh great thanks.

utterance: Of course, what is your first and last name?

utterance: Yeah, sure it's Jane Snow.

utterance: Thank you, miss Snow. What is your date of birth?

utterance: my birthday is August first of nineteen sixty five.

utterance: Thank you, and what is your account number?

utterance: Is that the the really long number?

utterance: Your account number, or customer number, should be eight digits long.

utterance: Oh, okay, I need to find that real quick hold on.

utterance: Sure, take your time.

utterance: I normally have these things all ready.

utterance: It's okay, no problem.

utterance: Okay, I think I got it here eight numbers right?

utterance: Yes, the account number is eight digits long.

utterance: Awesome, then I found it.

utterance: Great whenever you're ready.

utterance: Okay, it's nine nine two three

utterance: Nine nine two three.

utterance: yes and then four five one one.

utterance: Four five one one.

utterance: Yeah, that's it.

utterance: Great, thank you. One moment please while I pull up your account.

utterance: Sure yeah.

utterance: Okay, I have your account pulled up here. You wanted to confirm your most recent payment, correct?

utterance: Yes well I think it would be the most recent. I normally get a notice from my credit card when a transaction is made, but I haven't seen one this month.

utterance: Okay, let me look real quick.

utterance: Sure, I think it normally goes through on like the tenth or twelfth of the month? Something like that.

utterance: Okay, I see last month's payment was on the twelfth, and then

utterance: Yeah, it's the twelfth then okay, then I didn't get a notice of payment.

utterance: Okay, so this month's payment did go through on the twelfth as well.

utterance: Oh it did?

utterance: Yes, I am seeing it right here that it posted on June twelfth.

utterance: Oh good, okay, I was worried that I would be late.

utterance: No, you are good. Your account is currently paid in full.

utterance: Excellent. I wonder why I didn't get my notification?

utterance: That's a good question. You might need to check with your credit card company.

utterance: Yeah, I'll probably do that. I might have just missed it, but I normally see them.

utterance: I've had a few glitches with notifications from my credit card company, so it may have been that.

utterance: Yeah, that's true.

utterance: Would like an email confirmation of your payment?

utterance: Oh that would be great in case I need it for for the credit card company or anything.

utterance: Sure think. Let me confirm your email.

utterance: Sure okay.

utterance: I have jane snow at gmail dot com, is that still correct?

utterance: Yep that's the right email.

utterance: Great, I'll send you a confirmation that this payment was received.

utterance: Awesome. I appreciate it.

utterance: Sure, no problem. Is there anything else I can help you with today?

utterance: No, thank you, that was all I needed.

utterance: Okay, well thank you for calling and I hope you have a great rest of your day.

utterance: thanks, you too.

utterance: Bye.

utterance: Bye.


utterance: Hi, this is Rivertown Insurance. My name is James. How can I help you today?

utterance: yeah our son just turned twenty six, so I guess I need to remove him from our insurance policy.

utterance: Yes, I can definitely help you with that.

utterance: Great, do you need my policy number?

utterance: I will, but first can I have your first and last name, please?

utterance: Oh yeah sure, it's John Stuart.

utterance: Great, can I confirm the spelling of John, j. o. h. n and.

utterance: oh yeah, that's right and Stuart is s. t. u. a. r. t.

utterance: Thank you, mister Stuart. What is your date of birth?

utterance: yes October ninth, nineteen sixty seventy four.

utterance: Thank you, and what is your account number?

utterance: Is that my policy number?

utterance: You have an overall account number that's eight numbers long, and then you have individual policy number that's ten numbers long.

utterance: okay, hold on.

utterance: Sure.

utterance: Okay thanks, I think I have both numbers now which one do you want first?

utterance: Great, if I can have your account number first?

utterance: Sure okay, that's five six one two.

utterance: Five six one two.

utterance: yeah, and one nine nine one.

utterance: One nine nine one.

utterance: Yeah.

utterance: Great, and now the policy number?

utterance: Yeah, that's two three nine nine five.

utterance: Two three nine nine five.

utterance: six six four four one.

utterance: Six six four four one.

utterance: Yep.

utterance: Okay, one moment please while I pull up your account.

utterance: Sure thing.

utterance: Great, thank you. I have your account pulled up and I see your health insurance policy. I am showing you have three dependents?

utterance: Yes, that's right. I have two sons and one daughter.

utterance: Okay, what is the first and last name of the dependent you are wanting to remove from your policy?

utterance: Yes, that's my son. His name is Mark Stuart.

utterance: Thank you, I see him on the policy. What date do you want removal effective on?

utterance: Oh I guess his birthday, since that's when he turned twenty six which is when he's no longer covered, right?

utterance: Yes, sir, that's correct.

utterance: Okay, so his birthday was Monday, which was April second.

utterance: Sure, I will make the effective date April second. Now, with removing a dependent you will see a decrease in your policy price.

utterance: Oh, great, I had thought about that awhile ago but honestly I forgot.

utterance: Yes, you will see a thirty dollar decrease on your next payment, which looks to be on April thirtieth.

utterance: Yes, I pay at the end of each month I think.

utterance: This next payment will reflect the decrease in price.

utterance: Excellent, thanks.

utterance: Also, you will receive an email confirmation of the dependent change on your policy, as well as a copy in the mail.

utterance: Okay that's good.

utterance: Now can I confirm your email address? I have john dot stuart at yahoo dot com, is that correct?

utterance: Yeah, that would be right.

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

utterance: No I think that was all I needed today, thanks.

utterance: Sure, thank you so much for calling today. I hope you have a great day.

utterance: Thanks, you too. I appreciate the help.

utterance: You're welcome. Good bye.

utterance: Bye.


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

utterance: yes, hi, I'm in the process of moving and I need to change my address on my account.

utterance: Sure, I can help you with that.

utterance: Thanks.

utterance: Okay, so first, can I have your first and last name, please?

utterance: yeah sure, it's Sarah White.

utterance: Sarah, spelled s. a. r. a. h and White spelled w. h. i. t. e. is that correct?

utterance: yes, that's right.

utterance: Thank you. What is your date of birth?

utterance: January tenth of nineteen ninety eight.

utterance: And what is your account number?

utterance: yeah, I have that right here actually. I came prepared.

utterance: that's great.

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

utterance: Five four three two nine.

utterance: Oh wait, that's that's not an eight, it's a three, so it's three seven six.

utterance: Okay, so five four three two nine three seven six.

utterance: Yeah, that's right sorry about the mess up.

utterance: No problem. okay, I have verified your account. Now, have you moved to the new address?

utterance: Yeah, we we just finished moving in today.

utterance: Well congratulations!

utterance: I'm exhausted, but thanks.

utterance: I can imagine. So can you verify your current address?

utterance: Wait, the new address?

utterance: Sorry the address that's currently listed on the account.

utterance: Oh right yeah it's two oh five Sycamore Lane, and that's in Beaver Texas.

utterance: And the zip code?

utterance: Five four three two nine.

utterance: Great, thank you. What is the new address?

utterance: Yeah it's one oh oh five Berrybrook Place oh and that's all one word and it's in Green Kansas.

utterance: Okay, one zero zero five Barry spelled b. a. r. r. y. brook.

utterance: No no, it's Berry as in the fruit so no a. but with an e.

utterance: Oh oh oh, okay so b. e. r. r. y. and then brook b. r. o. o. k.

utterance: yeah, and that's all one word and not separate.

utterance: Gotcha, okay, and what is the zip code?

utterance: Ah wait, I don't have that memorized yet, hold on just a sec.

utterance: Sure no problem.

utterance: Trying to learn all this new stuff is hard.

utterance: I understand, take your time.

utterance: Thanks, okay so I think I have it here yes that's it, okay so it's seven three five oh four.

utterance: Seven three five zero four.

utterance: Yep, that's it.

utterance: Okay, thank you and you wanted this new address effective immediately on your account, correct?

utterance: Yes please, that would be great.

utterance: Sure, I can do that.

utterance: Great, thanks. Oh I need to update my phone number too cause that changed too.

utterance: Of course, can you verify the current phone number on the account?

utterance: Yeah it's four five two nine nine oh seven five three three.

utterance: Thank you. Now what is the new phone number?

utterance: five oh four three three three five nine oh one.

utterance: Five zero four three three three five nine zero one, is that correct?

utterance: Yeah.

utterance: Okay, I have that updated on the account as well.

utterance: Awesome, thanks.

utterance: Sure, no problem. Is there anything else I can help you with today?

utterance: No well, wait, I do have a question.

utterance: Sure.

utterance: Will I get a confirmation email or something that my address has been changed?

utterance: Yes, we will mail a letter to your new address confirming the change of address.

utterance: Okay, great, that'll be good.

utterance: Great. Was there anything I can help you with?

utterance: No, I appreciate the help. thanks.

utterance: Sure thing. I hope you have a great day.

utterance: Thank you. You too. Bye.

utterance: Bye.


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

utterance: Oh hi yes I need to get that paper for my car that shows I have insurance.

utterance: You need your proof of insurance?

utterance: Yeah that's it, thanks.

utterance: Sure, I can help you with that. What is your first and last name?

utterance: Sure it's Bryan Holliday.

utterance: Okay, Brian spelled b. r. i. a. n. and

utterance: Oh no, it's Bryan with a y. so b. r. y. a. n.

utterance: Okay thank you, and could you spell your last name for me?

utterance: Yeah sure it's h. o. l. l. i. d. a. y.

utterance: Great, thank you.

utterance: Yeah sorry my name is kinda complicated.

utterance: No problem, sir. What is your date of birth?

utterance: it's February eight nineteen eighty nine.

utterance: Thank you, sir, and what's your account number?

utterance: Oh it's wait let me find my last statement.

utterance: Sure, no problem.

utterance: Okay, I got it here I think it says one oh oh two four five nine one.

utterance: One zero zero two four five nine one, is that correct?

utterance: Yeah, that's what I have one my statement.

utterance: Okay, one moment while I pull up your account.

utterance: Yeah sure.

utterance: Thank you for waiting. I have your account pulled up. Can you verify your policy number for me? This one is ten digits long.

utterance: Another one? Gosh okay let me get that statement back.

utterance: Thank you, sir.

utterance: Okay nine five one one two

utterance: Nine five one one two.

utterance: Yeah then three oh oh oh four.

utterance: Three zero zero zero four.

utterance: Yep.

utterance: Thank you. Now you wanted to get your proof of insurance for your car, correct?

utterance: Yeah, I realized I don't have a copy.

utterance: Sure, I can get you a copy. We offer a printed and a digital version. Do you have a preference?

utterance: Oh don't you have to have a physical copy in your car?

utterance: Typically you do, but our digital version would allow you to print it at home.

utterance: Oh gotcha, well, I don't have a printer, or I guess can you print it and mail it?

utterance: Of course, sir, no problem.

utterance: There's no difference between the versions though, right?

utterance: No, there's no difference.

utterance: Oh cool, okay, then yeah printed is fine.

utterance: Sure, can I verify your mailing address?

utterance: Oh yeah it's five oh five North Pine Street apartment three oh two and that's in Paris Kansas.

utterance: Okay, five zero five North Pine Street apartment number three zero two Paris Kansas?

utterance: Yeah, you got it.

utterance: And your zip code?

utterance: Oh yeah eight oh oh one two.

utterance: Eight zero zero one two?

utterance: Yeah.

utterance: Great, thank you, now for shipping

utterance: Do you have shipping options? I mean, I don't have to pay, do I?

utterance: we have two shipping options. One is free first class shipping, or you can pay seven dollars for expediated shipping.

utterance: Oh okay

utterance: We do provide tracking on the first class shipping, and normally it is received in less than five days.

utterance: Oh that's cool I'm fine with the free one.

utterance: Sure, I can send it first class.

utterance: Great, thanks you said I would get tracking?

utterance: Yes, sir, I can provide that to you in just one moment.

utterance: Awesome I appreciate it.

utterance: Sure thing. Okay, I have your tracking number here, do you have something to write it down with?

utterance: Oh hold on I got a pen around here somewhere.

utterance: Sure, sir and I will also email you a confirmation with the tracking information as well.

utterance: Oh great okay I have a pen.

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

utterance: Oh oh oh, nine oh oh one four three two five.

utterance: Yes, then four three two one nine nine one one.

utterance: four three two one nine nine

utterance: One one.

utterance: One one, got it. Thanks.

utterance: Sure, sir, now can I verify our email? We have b. r. y. a. n. h. at yahoo dot com, is that correct?

utterance: Yes, that's it thanks.

utterance: Great, I will also send you a confirmation email with the tracking number as well.

utterance: Oh awesome thanks.

utterance: Of course, sir, is there anything else I can help you with today?

utterance: no, I think I'm good. Thanks.

utterance: Great, thank you for calling us today, and if you don't mind staying on the line, there will be a short survey regarding the service you received today.

utterance: Sure okay.

utterance: Thank you. I hope you have a great day.

utterance: Thanks you too.

utterance: Thank you. Bye.

utterance: Bye.


utterance: Thank you for calling Blue Point Insurance. This is Jason how can I help you?

utterance: Hi Jason. My name is Miranda and I am having an issue with automatic billing.

utterance: Tell me a little bit more about this issue Miranda.

utterance: Well I was charged twice this month for my premiums and I am not happy about this.

utterance: I am sorry to hear that. I do apologize for that.

utterance: So I would like to change my automatic billing.

utterance: Ok I can help you with that. Miranda what is your last name?

utterance: My last name is Hover.

utterance: H-o-v-e-r?

utterance: Yes but can we figure out when you are going to give me my oney back?

utterance: Yes we will get that figured out but I need to pull up your account to see what is going on.

utterance: Fine.

utterance: Miranda I do need to verify your date of birth.

utterance: May first ninteen ninty one.

utterance: Thank you and I also need to verify your security question. Which high school did you attend?

utterance: Mills Lake.

utterance: Thank you. Give me one minute while I pull everything up.

utterance: Alright I do see on my end that you were charged twice. Like I said I am so sorry about that. I am going to go and get a supervisor to get that money back to you. Give me one moment.

utterance: Ok.

utterance: Thank you for holding Miranda are you still there?

utterance: Yes did we get this resolved, because I have bills to pay.

utterance: Yes we did. My supervisor is going to reverse the charge for you.

utterance: Ok because this is not ok. I needed this money in my account.

utterance: I do apologize again this should not have happened.

utterance: Yeah I am not happy.

utterance: Like I said I do apologize. I know you stated you would like to change the billing method which way would you like to be billed?

utterance: Do I have an option?

utterance: You do. So we offer a few other options besides automatic billing. The first we can send you a monthly bill in the mail and you can pay by check. Or we can create an online account which you can pay then by credit or debit card. Or the last option would be to call once a month and pay over the phone.

utterance: Which option are you thinking?

utterance: I am going to do the online one.

utterance: Ok do you have an online account with us?

utterance: Yes.

utterance: Ok so every month you will get an email to pay that bill through your online account.

utterance: Ok.

utterance: I just want to verify the email address we have on file. Is it m-i-r-a-n-d-a-f-s-one -nine -five -five at yahoo dot com?

utterance: Yes that is correct.

utterance: Thank you. That will be where your invoices go.

utterance: Ok. So when will I have my money back?

utterance: So it does take seven to ten business days to go back into your account.

utterance: That is not right. You can take it out right away, but can't put it back in right away. This is unacceptable.

utterance: Mam I do apologize and there is nothing on my end that I can do as far as that part. I did let the supervisor know this is an issue and they are looking into it. I do apologize.

utterance: Mhm ok.

utterance: So I do want to verify your automatic billing has been cancelled and you will not be charged again. And we have set up online payments and you will receive an email once a month to pay your bill. Sound good?

utterance: I guess so.

utterance: If your money is not back in your account within ten business days please give us a call back and we will figure out what is going on.

utterance: #Er ok.

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

utterance: Not at this time.

utterance: Okay well like I said I do apologize for everything that has happened.

utterance: Thanks.

utterance: Please let me know if you have any other questions other wise thank you for calling in and have a good day.

utterance: You too.