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

utterance: Yes I need to update some of my security information on here. I think someone got ahold of my info and is trying to pretend to be me.

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

utterance: That's okay. Better to be safe than sorry right?

utterance: Absolutely.

utterance: So that's why I'm calling.

utterance: Well I'd be happy to update that information for you.

utterance: Great.

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

utterance: It's Jacob Green.

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

utterance: Yes hang on I need to get it out of my wallet.

utterance: Take your time.

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

utterance: Great and for security purposes can you verify your date of birth?

utterance: It's June third nineteen eighty eight.

utterance: Great. Now we have your current security question as your mother's maiden name. Is that correct?

utterance: Yes it should be.

utterance: And what is the answer?

utterance: It should be Johnson.

utterance: That's correct. What were you wanting to change it to?

utterance: What are my options?

utterance: We can use name of your childhood best friend, name of your high school, name of your first pet et cetera.

utterance: What about like name of my favorite teacher?

utterance: We can do that one.

utterance: Okay I'm just thinking that one because I don't think anyone would be able to guess that.

utterance: I agree. It's hard to guess something like that because it's a memory not really an item.

utterance: Exactly.

utterance: What do you want the answer to be?

utterance: missus Salter.

utterance: Great. So I have your email on here as Jacob underscore Green at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Perfect. So what I'm going to do now is send you an email confirming we've made the change.

utterance: Okay it won't have any like information in it will it?

utterance: No it will just say your security preferences have been updated.

utterance: Oh that's fine. Hey while I'm at it can we change my password online too?

utterance: Of course. Do you want me to send the change password link to that same email.

utterance: Yes please.

utterance: Okay. I've got it sent please confirm that you've received it.

utterance: Okay hang on let me get logged in.

utterance: No worries.

utterance: I have it.

utterance: Great. Go ahead and click the link. It should take you to a secure page to change your password.

utterance: Okay I see it

utterance: Now you'll just select a new password.

utterance: Okay does it need any like numbers or something?

utterance: It will need a capital letter, a number and a symbol.

utterance: Okay.

utterance: Is it working for you?

utterance: it seems like it so far.

utterance: Great. Let me know if you hit any roadblocks.

utterance: Okay it says the password has been successfully changed.

utterance: Great. was there anything else I could do for you today?

utterance: No that was it. Thank you.

utterance: You're very welcome. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Hey yes I have a renewal coming up and I usually pay only once a year but this year I can't make one large payment. I need to see if I can do it monthly.

utterance: Yes I can definitely help with changing your billing frequency.

utterance: Great.

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

utterance: Yes it's Margaret Fletcher.

utterance: Thank you, Margaret. Do you know your customer number?

utterance: Let me see if I can find it real quick.

utterance: Take your time.

utterance: I can't find it.

utterance: That's okay We can look up your information a different way.

utterance: Okay good.

utterance: May I have your social security number and your date of birth?

utterance: Sure my social is four two four three seven one two three four.

utterance: Okay.

utterance: And my date of birth is May third nineteen eighty nine.

utterance: Great. Thank you for that.

utterance: You're welcome.

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

utterance: I think it's one two three four four nine six seven eight nine.

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

utterance: Yes it's Atkins.

utterance: Like the diet?

utterance: Yeah . Everyone always says that.

utterance: Yeah it's the first thing that came to my mind.

utterance: Yeah that's what everyone thinks.

utterance: Okay so you want to change your billing frequency from annual to monthly, correct?

utterance: Yes. What is the payment difference? Is there a convenience fee or anything?

utterance: Yes ma'am. There is a three dollar per month processing fee to pay monthly versus annually.

utterance: Oh that's not too bad.

utterance: No ma'am and you also have the option to set up automatic payments so you don't have to worry about remembering to pay.

utterance: Can I do that online?

utterance: Yes once we complete the change you can sign up for auto pay online.

utterance: Will this change my policy renewal date?

utterance: No ma'am. Your renewal date will stay the same it will just be due monthly.

utterance: Oh okay.

utterance: So to confirm we're going to change your billing frequency from annually to monthly effective on your renewal date of July thirtieth.

utterance: Yes. I confirm.

utterance: Great. I have that changed for you.

utterance: When will I be able to see what my monthly payments are?

utterance: Once the system updates you should receive an email with your new billing breakdown.

utterance: How long does that take?

utterance: Usually it is in the system by the next business day.

utterance: Okay.

utterance: We have your email as joes mom twenty four seven at gmail dot com. Is that correct?

utterance: Yes that's correct.

utterance: Perfect. Just keep an eye out on your email and you should receive that confirmation.

utterance: Okay great!

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

utterance: No. I think that's all.

utterance: Well thank you for calling. Have a good rest of your day!

utterance: You too!

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey I got several policies with you guys but I saw online that you offer pet insurance. Can you tell me how much that costs?

utterance: I'd be happy to help with your pet quote today.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Nancy Johnson.

utterance: Thank you, Nancy. Do you know your customer ID?

utterance: Where would I find that at?

utterance: It should be on your bill, on your profile page on our website, or in our mobile app.

utterance: Oh okay. Hang on and let me get a bill.

utterance: Take your time.

utterance: Okay what number on this bill is it?

utterance: It should be in the top left corner and it should start with the number one.

utterance: Okay it's one two four six eight two two eight.

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: Yes it's July first nineteen sixty two.

utterance: Thank you for that, Nancy. What kind of pet do you have?

utterance: It's a Persian cat.

utterance: I love those. They are so pretty.

utterance: Yes. She is. She's very spoiled.

utterance: I'm sure . My cat runs the house.

utterance: Oh yeah so does she. She is definitely the boss.

utterance: How old is she?

utterance: She just turned one last week.

utterance: Well happy belated birthday!

utterance: Yes we had a little party for her.

utterance: That's so cute.

utterance: Thank you.

utterance: You're welcome. Do you know how much she weighs?

utterance: She is eight pounds.

utterance: Great. I have a couple of different options here for you.

utterance: Okay what are they?

utterance: We have the Petcare Basic which covers your normal vet visits and reimburses for vaccines.

utterance: Okay and what else?

utterance: We also have the Petcare Preferred which covers all of the vet visits including a visit to an emergency vet if needed.

utterance: That one sounds better. How much is it?

utterance: The Petcare Preferred is one thousand per year.

utterance: Jeez. That's more expensive than I thought.

utterance: Yes ma'am. I understand. Keep in mind that it covers all of your visits and a visit to an emergency vet which can get really expensive really fast.

utterance: That's true.

utterance: How about I email you over the options of the two plans so you can see a full breakdown?

utterance: That sounds good.

utterance: Is your email still nancy underscore johnson at gmail dot com?

utterance: Yes it is.

utterance: Alright Nancy I've got that sent out to you.

utterance: Great can I think on it a little bit and give you guys a call back?

utterance: Of course this quote is good for thirty days.

utterance: Okay wonderful.

utterance: No I think that's it.

utterance: Well you have a great day, okay?

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Rivertown Insurance, Brian speaking. How can I help you?

utterance: I wanna add a dependent to my life and auto policy.

utterance: Sure, let's get that taken care of for you.

utterance: Great!

utterance: Your name?

utterance: My name is William Shakespeare.

utterance: Thank you mister Shakepeare. And your date of birth?

utterance: January second, nineteen seventy.

utterance: Thank you. And your account number.

utterance: Seven eight nine oh, five four three two.

utterance: Thank you for that. Now let's get down to it.

utterance: Perfect.

utterance: Who is the person you'd like to add to your policies?

utterance: My son, Hunter.

utterance: Okay, I'll need his first and last name.

utterance: His name is Hunter Shakespeare.

utterance: His date of birth?

utterance: November twenty-fourth, two thousand and five.

utterance: That makes him one six, right?

utterance: Right. He just got his license.

utterance: Okay. Let's take these one at a time. Auto first?

utterance: Fine.

utterance: Okay. I've got your plan up with all of your policies.

utterance: Okay.

utterance: Did you want to add coverage or change coverage?

utterance: Add, please. Keep everything else the same.

utterance: Okay, that's easy enough. Your payment is going to change, though.

utterance: I figgered it would go up.

utterance: Yes. It will be going up by twenty dollars a month.

utterance: Twenty bucks! Yikes. This driving thing is going to be expensive I can tell already.

utterance: Well, I suppose it could be.

utterance: I'm super glad the rest of my kids have a few years to go.

utterance: For Sure.

utterance: First a license, then they wanna borrow the car all the time, then they want a car of their own. What?

utterance: I'm sorry. I didn't mean to interrupt. I was just going to say that your son is all taken care of.

utterance: Oh thanks, that was pretty fast.

utterance: Your welcome. I sent you an email with a temporary insurance card for your son to print out.

utterance: Okay.

utterance: He'll get a permanent card with the policy changes that will come in the mail.

utterance: All right.

utterance: Let's turn to your life insurance. Can you explain what you want again?

utterance: I want to add my son to my life insurance.

utterance: Do you mean you want to take out a policy on him or add him as a beneficiary to your policy?

utterance: I wanna add him as a beneficiary.

utterance: Well, I can't add him to your policy by phone. You need to sign paperwork and have it notarized.

utterance: Okay, then. Can you mail me the paperwork?

utterance: Absolutely. I will send them out in today's mail. Then add your beneficiary, sign and have notarized.

utterance: Yeah. I can do that.

utterance: If you have any problemiss please call us back.Thanks for being a Rivertown Insurance customer!

utterance: I will. Thanks for your help, Brian.


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

utterance: Yeah my name is Ricky Johnson and I'm customer there. I haven't had access to a computer in a while and I need to see when my bill is due and make a payment.

utterance: Okay Ricky. I'd be happy to help with that. Do you have your customer ID?

utterance: Let me see if it's in my wallet.

utterance: Okay take your time.

utterance: I don't see it. I haven't been around a computer in a while. I kind of fell on hard times you know.

utterance: I'm sorry to hear that.

utterance: Yeah I lost my job and my wife in the same week and I've had to move back in with my parents.

utterance: Oh no. Sounds like you've had a rough time.

utterance: Yeah.

utterance: Well that's okay I can look you up a different way.

utterance: Great.

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

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

utterance: Mm-hmm.

utterance: The date of birth is October thirteenth nineteen eighty seven.

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

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

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

utterance: Yeah it's Rufus.

utterance: Thank you for that.

utterance: You're welcome.

utterance: I'm showing that there's currently a total bill of seven hundred thirty dollars with a minimum of three hundred twelve due today.

utterance: Yeah. I'm a little bit behind that's why I'm calling to pay it.

utterance: How much would you like to pay today?

utterance: just the three hundred twelve today.

utterance: Okay. How would you like to pay?

utterance: Can I use my debit card?

utterance: Yes sir we accept debit or credit cards.

utterance: Okay let's do that then.

utterance: What is the card number, security code, and expiration date?

utterance: The card number is one two three four four three two one one two three four four three two one.

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four and what else?

utterance: The security code on the back of the card.

utterance: Oh it's one two three.

utterance: Great. So just to confirm we are going to make a one time charge to the card ending in four three two one in the amount of three hundred twelve dollars today.

utterance: Yes.

utterance: Okay. I've gone ahead and made that payment for you.

utterance: Thank you.

utterance: You're welcome. We have Ricky underscore johnson at gmail dot com as your email. Is that correct?

utterance: Yes.

utterance: I have emailed you a copy of your receipt for today's transaction.

utterance: Great! Thank you so much.

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

utterance: No I think that was all.

utterance: Okay. There will be a brief survey at the end of the call to gauge your service today. Would you like to participate?

utterance: I don't think so, not today.

utterance: That's not a problem sir. I hope you enjoy the rest of your day. Goodbye.

utterance: Bye.


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

utterance: Hey I was wondering if I could get a quote for car insurance. My friend uses you guys and had some good things to say. I'm trying to lower my premiums.

utterance: I'd be more than happy to help with that. Thanks for considering us. May I have your first and last name?

utterance: Yes it's Gary Peters.

utterance: Nice to meet you Gary. What kind of car are you wanting to get a quote on?

utterance: It's a Toyota Corolla.

utterance: Those are great vehicles. Several of my family members have one and they love them.

utterance: Yeah it's been a good car so far. I haven't had any issues at all.

utterance: What is the year model of your Toyota?

utterance: It's a twenty sixteen.

utterance: Great, thank you for that.

utterance: No problem.

utterance: What state will the vehicle need to be insured in?

utterance: Florida.

utterance: Awesome. That's where I'm from. Can I have your date of birth please?

utterance: It's ten twenty nine ninety three.

utterance: Perfect, and what is your current address?

utterance: It is one one three two East Nine Mile Road Pensacola Florida three two five one four.

utterance: That's one one three two East Nine Mile Street Pensacola Florida three two five one four?

utterance: No it's east Nine Mile Road not street.

utterance: Sorry about that. Give me just a couple of seconds to finalize everything here so we can see what we can do.

utterance: Sounds great.

utterance: Okay, mister Peters. We have three different plan options for you to choose from.

utterance: Okay what are they?

utterance: We offer Basic at one thousand per year, Preferred at fifteen hundred per year, and Complete at two thousand per year.

utterance: What's the difference between the Preferred and the other one.

utterance: The Preferred and the Complete?

utterance: Yes those two.

utterance: The Preferred plan has a seven hundred fifty dollar comprehensive and collision deductible and rental care coverage but does not cover emergency roadside assistance.

utterance: Okay.

utterance: The Complete plan has a two hundred fifty dollar comprehensive and collision deductible with rental coverage and emergency roadside.

utterance: What kind of rental coverage do they have?

utterance: Both are forty dollars per day with a fourteen day maximum.

utterance: And what does emergency roadside do?

utterance: That's for if you breakdown, we will pay for a tow or to change a tire et cetera.

utterance: That makes sense.

utterance: I can email you breakdowns of the differences in plans if you'd like.

utterance: Sure that'd be great.

utterance: What is your email address?

utterance: It's gary underscore peters at gmail dot com.

utterance: That's gary underscore peters at gmail dot com?

utterance: Yes, Gary as in g. a. r. y.

utterance: Got it. I'm sending that over to you now. Can you tell me once you've received it?

utterance: Yeah hang on let me open my computer.

utterance: Take your time.

utterance: Yes I have them here and I'm looking over them.

utterance: Perfect does any of those meet your needs and beat your current rates?

utterance: Yeah I'll need to talk with my wife though to see what she wants to do first.

utterance: That's okay. Do you mind if I reach back out to you probably tomorrow to see if you want to move forward?

utterance: Yeah that would be okay.

utterance: Great. Were there any other questions I could answer for you?

utterance: No I think that's it.

utterance: Perfect. Enjoy your day, mister Peters. Goodbye.

utterance: Bye.


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

utterance: Yes. I just recently got married and I've been with you guys for years so I'd thought I'd add my new husband as a dependent.

utterance: Congratulations! I'd be happy to help you out.

utterance: Thank you.

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

utterance: It's Katie Bower.

utterance: Thank you, Katie. Do you know your customer ID?

utterance: No. I normally keep it in my purse but I don't have that with me today.

utterance: No worries. I can look you up a different way.

utterance: Perfect.

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

utterance: It's four five four three two five seven six two and my date of birth is May third nineteen ninety three.

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

utterance: It is two five one three two three four five six seven.

utterance: Great. And for security purposes can you verify your favorite pet's name?

utterance: It's Bubbles.

utterance: Thank you.

utterance: You're welcome.

utterance: So when did you guys get married?

utterance: Just a week ago we just got back from our honeymoon.

utterance: How exciting!

utterance: It was really great.

utterance: Well congrats again. What policy were you wanting to add him as a dependent to?

utterance: The health coverage.

utterance: Do you have that policy number? It should be on your insurance card.

utterance: Oh yes hang on and let me get it.

utterance: Take your time.

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

utterance: Great. Now may I have your new husband's first and last name?

utterance: It's Greg Aldridge.

utterance: And his date of birth?

utterance: January third nineteen ninety one.

utterance: Thank you for that. Does he have any health issues that you are aware of?

utterance: No. He's healthy as a horse as far as I know.

utterance: Perfect. Give me just a moment to enter all of this in for you.

utterance: Okay.

utterance: Alright. It looks like your premium is only going to go up by thirty four dollars a month.

utterance: Great. Can I go ahead and pay that now?

utterance: You want to go ahead and pay the full bill for the month with the changes?

utterance: Yes.

utterance: The total will be four hundred thirty two dollars.

utterance: That's fine.

utterance: How would you like to pay today?

utterance: Can I use my bank account?

utterance: Yes you can. I'll need your routing and account number for that.

utterance: The routing number is two six three two eight one six seven nine.

utterance: Okay.

utterance: The account number is one two three four five six seven eight nine.

utterance: Great. And is this a checking account?

utterance: Yes it is.

utterance: Okay. So just to confirm we're going to make a one time payment in the amount of four hundred thirty two dollars.

utterance: Yes.

utterance: Alright. I've got that processed for you and I've got your husband added as a dependent.

utterance: Great.

utterance: We have your email as Katie Bower underscore thirty two at hotmail dot com. Is that correct?

utterance: Yes.

utterance: I will send a confirmation of payment and the changes in your policy to the email.

utterance: Okay thank you so much.

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

utterance: No, you've been great. Thank you.

utterance: Not a problem at all. There will be a brief survey after the call that will ask you about your experience. Do you mind holding to complete that?

utterance: No I don't mind at all.

utterance: Great. It will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day and congratulations again. Goodbye.

utterance: Thank you. Goodbye.


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

utterance: Yeah I'm at the DMV and I'm trying to register my car but they need proof of insurance so I guess I need you to send me a copy.

utterance: Okay I can definitely help with that.

utterance: Great.

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

utterance: It's Roger Grant.

utterance: Thank you, Roger. Do you know your customer ID?

utterance: I don't. I'm sorry.

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

utterance: Okay.

utterance: May I have your full social security number and your date of birth?

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

utterance: Mm-hmm.

utterance: And date of birth is June third nineteen eighty nine.

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

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

utterance: Perfect. And for security purposes what is your mother's maiden name?

utterance: It's Johnson.

utterance: Perfect. How would you like me to send the proof of insurance?

utterance: What ways can you send it?

utterance: We can fax it to a phone number, email, or mail the proof.

utterance: Let's do fax and then can you email it to me as well?

utterance: Okay. Let's start with the fax. Do you have the number we will be sending it to?

utterance: Let me get it from the clerk. Hang on.

utterance: Take your time.

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

utterance: Okay to confirm we are going to send a one time fax of proof of insurance to the phone number ending in three seven six three?

utterance: Yes.

utterance: Okay. I have that request in. It should take approximately twenty minutes.

utterance: Okay.

utterance: We have rogers world twenty twenty at hotmail dot com. Is that the email you want the proof sent to as well?

utterance: No actually. That's changed.

utterance: What is the new email?

utterance: It's roger underscore grant underscore designs at gmail dot com.

utterance: Okay I have that updated in our system.

utterance: Great.

utterance: And I have sent that proof of coverage to your email. Can you confirm that you've received it?

utterance: Let me get logged in. One second.

utterance: No worries.

utterance: Yes. I've got it.

utterance: And just to confirm, you didn't want a mail copy today correct?

utterance: No just fax and email.

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

utterance: No I think that's all for today.

utterance: Great. There will be a brief survey at the end of the call to rate your experience today. Would you have some time to fill it out?

utterance: No not at this time. I'm trying to get all of this stuff done and the DMV is not the best place.

utterance: I understand sir.

utterance: Thank you.

utterance: You're welcome sir. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hello I just recently moved and I need to update some information with you guys.

utterance: Not a problem. I'd be happy to help. I'm assuming you need to change your address?

utterance: Yes and update my phone number too.

utterance: I can definitely do that for you. May I have your first and last name?

utterance: It's Joe Gonzalez.

utterance: Thanks, Joe. Do you happen to know your customer ID?

utterance: Let me see if I can find that.

utterance: No worries. Take your time.

utterance: Would it be on my bill somewhere?

utterance: Yes it should be in the top left corner under customer information.

utterance: Is it the eight digit number?

utterance: That should be it, yes.

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

utterance: Perfect. Thank you for that. May I also have your date of birth for security purposes?

utterance: It's January fifteenth nineteen ninety three.

utterance: Great! so we need to change your address and update your phone number. Is that correct?

utterance: Yes.

utterance: What is the old address on the account?

utterance: It's three two two Second Street, Los Angeles, California nine oh two one oh.

utterance: Thank you. And what do we need to change it to?

utterance: The new address is four two seven Grady Boulevard, Los Angeles, California nine zero two one two.

utterance: That's g. r. a. d. y.?

utterance: Yes.

utterance: Perfect. I've got that updated for you. Do you need it to be effective immediately or later in the month?

utterance: You can put it effective immediately. I'm already moved in.

utterance: Okay. I have that updated.

utterance: Great.

utterance: What is the old phone number on the account?

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

utterance: Okay and what are we changing it to?

utterance: It needs to be eight five zero three two two eight four seven nine.

utterance: Awesome. I've got that changed for you as well.

utterance: Thank you.

utterance: We have your email as joe g. at hotmail dot com. Is that still a good email?

utterance: No actually. It's now Joe Gonzalez nintety four at gmail dot com.

utterance: Okay! I've got that updated as well.

utterance: Great. Sorry about that I changed a lot of information so I could start over with some stuff.

utterance: Not a problem! I completely understand .

utterance: Great.

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

utterance: Can you tell me when my bill is due?

utterance: Sure thing. Give me just one second to pull that up.

utterance: No worries.

utterance: Your bill of three hundred twenty two dollars is due on July thirty first.

utterance: Great thanks.

utterance: No problem. Would you like to go ahead and make that payment?

utterance: No not at this time.

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

utterance: No that's all.

utterance: Great! There will be a brief survey after the call to rate your experience today. Would you like to participate?

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day sir. Goodbye.

utterance: You too. Goodbye.


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

utterance: Yeah I think I'm locked out of my online account I keep trying to log in and it says too many invalid attempts.

utterance: I can definitely assist with that. I lock myself out of my account frequently .

utterance: Well practice makes perfect right?

utterance: Exactly.

utterance: I kept trying but I guess I just can't remember the password.

utterance: That's okay we can reset it together.

utterance: Great.

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

utterance: It's Kasey Jones.

utterance: Thank you, Kasey. Do you happen to know your customer number?

utterance: I don't I'm sorry. I usually get it from the online site but I'm locked out.

utterance: That's okay. We can look you up a different way.

utterance: Awesome.

utterance: May I have your social and date of birth?

utterance: My social is four two four three two four seven six two.

utterance: Great. Thank you and your date of birth?

utterance: It's October second nineteen ninety one.

utterance: Perfect. What is the phone number associated with your account?

utterance: It's gonna be two five one three six three four nine eight two or four nine eight three. I'm not sure which one you have.

utterance: We have four nine eight two listed. Is that still valid?

utterance: Yes it is.

utterance: Great and for security purposes can you verify your mother's maiden name?

utterance: Yes it's Jeffries.

utterance: Perfect. We have your email as Kasey underscore Jones at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Great so Kasey I've gone ahead and unlocked your account and sent you an email that will allow you to change that password.

utterance: Okay awesome.

utterance: Can you confirm that you got the email?

utterance: Yes hang on and let me check.

utterance: Take your time.

utterance: Alright I've opened the page.

utterance: Great. Is it prompting you to create a new password now?

utterance: Yes.

utterance: Perfect remember the new password has to have at least one capital letter, a number, and a symbol.

utterance: Okay.

utterance: Any issues so far?

utterance: No everything is going smoothly.

utterance: Great.

utterance: Okay it looks like I was able to fully change it.

utterance: Perfect. Now let's navigate back to the home page so we can try to log in again.

utterance: Okay.

utterance: Let me know when you're there.

utterance: Okay I'm back at the homepage.

utterance: Great, now let's try to log in using that new password.

utterance: Okay

utterance: Let me know if it gives you any issues.

utterance: It looks like it's let me in!

utterance: Great!

utterance: Thank you so much.

utterance: You are very welcome keep in mind that you can always unlock your account and change your password using the forgot your password link on the site.

utterance: Okay cool.

utterance: No I think that was everything.

utterance: Great. Enjoy the rest of your day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah, my name is Jamie Gresham and I need to see if you got my last payment and ask a question about my coverage.

utterance: I'd be happy to help you with that, Jamie. I do have to ask you a couple of security questions to pull up your account. Is that okay?

utterance: That's fine.

utterance: Perfect. Can you verify your date of birth for me?

utterance: I couldn't hear you. What did you say?

utterance: yes could you verify your date of birth for me?

utterance: Oh. Sorry I'm at work and around a lot of loud machines so I couldn't hear you. I'm sure you're probably ready to get off just like I am.

utterance: It's not so bad today for me so I'm okay so far.

utterance: Good to hear. My date of birth is five twenty five seventy two.

utterance: Thank you sir. And is Jamie spelled j. a. m. e. e.?

utterance: No it's j. a. m. i. e.

utterance: Sorry about that. What is your customer number?

utterance: Oh I don't have that on me. Can you hang on so I can see if I have it in my wallet?

utterance: Not a problem. Take your time.

utterance: Okay it's not in my wallet. Can you use something else like my social?

utterance: Yes sir. What's your social?

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

utterance: Perfect. Thank you. now can I have your phone number and your mother's maiden name?

utterance: My what?

utterance: I need the phone number on the account and the answer to your security question which is your mother's maiden name.

utterance: Oh yeah. my phone number is two five one three six three four two two two.

utterance: And your mother's maiden name?

utterance: Roye. r. o. y. e.

utterance: Perfect. I've got you pulled up here, Jamie. You wanted to know if we received your last payment?

utterance: yeah and I need to ask a question.

utterance: Okay no problem. It looks like we haven't received a payment this month. When did you pay it?

utterance: Oh I mailed the check a couple of days ago.

utterance: It can take up to seven business days to reflect on your account if you pay by mail so it probably just isn't showing yet.

utterance: Oh okay. That makes sense. My question is how do I add someone as a what do you call it where they're on my policy.

utterance: You mean add a dependent?

utterance: Yeah that.

utterance: All we would need is their name, date of birth, their relationship to you and if they have any health issues.

utterance: Oh I don't have all of that right now. Can I just give you their name?

utterance: No sir, we would need all of that information to add them as a dependent.

utterance: Okay. Do I have to call back in?

utterance: You don't have to necessarily. You can add a dependent online or on the phone.

utterance: How do I do it online?

utterance: you would just need to log in to your account and on the left side of the page there's an option to edit your policy and under that is an option to add a dependent.

utterance: I got you. can I pay online that way too?

utterance: Yes sir you can pay your bill, edit your account, and change your information on there.

utterance: Okay.

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

utterance: No I think that was all.

utterance: Okay well thank you for calling in today, Jamie.

utterance: Thanks for the help.

utterance: No problem. Enjoy the rest of your day. There will be a survey after the call that rates how satisfied you are with the service today if you would like to fill it out. you just need to stay on the line after I disconnect.

utterance: Okay I can do that.

utterance: Perfect. Goodbye.

utterance: Bye.


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

utterance: Yes I want to see if I can change my payment from monthly to annually. I keep forgetting to pay it every month.

utterance: I'd be happy to help you with that and you'll actually be happy to know it's cheaper to pay annually than monthly.

utterance: Oh well that's awesome.

utterance: Yes. May I have your first and last name?

utterance: It's Jacob Green.

utterance: Thank you, Jacob do you know your customer ID by chance?

utterance: I do actually.

utterance: Great.

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

utterance: Perfect and can you verify your date of birth for security purposes please?

utterance: It's June twentieth nineteen seventy nine.

utterance: Great. I've got your information pulled up here. Which policy would you like to change the payment frequency on?

utterance: Just the auto policy right now.

utterance: Okay. Is your email still roll tide nineteen ninety at hotmail dot com.

utterance: Yes it is.

utterance: Okay great. To confirm we are changing your payment frequency from monthly to annually effective today.

utterance: Yes.

utterance: Alright I have that changed for you and a confirmation email sent to you to highlight the changes.

utterance: Great.

utterance: Now that we've changed the frequency to annually the balance is due for the rest of the year.

utterance: Okay. How much is that?

utterance: It's four hundred seventy one dollars.

utterance: And I have to pay that now?

utterance: Yes in order to finalize the change a payment must be processed.

utterance: That's fine what payment methods do you guys accept?

utterance: We can accept credit or bank accounts over the phone.

utterance: Okay let me grab my card really quick.

utterance: Take your time.

utterance: Okay I've got it. What do you need off here? Just the card number?

utterance: I'll need the card number, the expiration date, and the CVV code on the back of the card.

utterance: Okay the card number is one two three four five six seven eight one two three four five six seven eight.

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four.

utterance: Okay.

utterance: And the CVV code is one two three.

utterance: Great. So just to confirm we are making a one time payment in the amount of four hundred seventy one dollars.

utterance: Yes.

utterance: Alright I've gone ahead and got that processed for you and sent another confirmation email.

utterance: Perfect.

utterance: What else can I answer for you?

utterance: When will the next payment be due?

utterance: Your next payment will be due on January eighteenth when the policy is up for renewal.

utterance: Okay. That's fine.

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

utterance: No I think that's all for today.

utterance: Great there will be a brief survey after this call to rate your experience today. Do you mind holding to take that?

utterance: No I don't mind.

utterance: Great. It'll start as soon as I disconnect the call and shouldn't take more than a couple of minutes.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hi I got a notice in the mail that if I don't pay my bill you guys are going to cancel my policy so I guess I need to pay it.

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

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Robert Miller.

utterance: Thank you, Robert. Do you know your customer ID?

utterance: Is it on the cancellation notice?

utterance: It should be. It should be an eight digit number starting with the number one.

utterance: Okay let me go get it really quick.

utterance: Okay. Take your time.

utterance: Okay I have it.

utterance: Great. What is that customer ID?

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

utterance: Thank you. For security purposes can you verify your date of birth?

utterance: It's July third nineteen ninety nine.

utterance: Happy belated birthday!

utterance: Thank you! It was a really good one this year.

utterance: That's great to hear.

utterance: Yeah I had a lot of fun.

utterance: Great. So I'm showing a past due balance like you said of three hundred and seventy two dollars.

utterance: That's a lot.

utterance: It would cover the past due premium and the premium for July as well. You wouldn't have to pay again until August.

utterance: Oh okay. Well that's not too terrible.

utterance: No it's not too bad for how long you're paying.

utterance: Okay let's do it.

utterance: How would you like to pay today?

utterance: What are my options?

utterance: You can pay via bank account or by credit or debit card.

utterance: Let me see if I have my card and if I don't I'll have to use my bank account information.

utterance: Okay. Take your time.

utterance: Okay I found it what do you need off of it?

utterance: I'll need the card number, the expiration date, and the CVV code.

utterance: Okay the card number is one two three four one two three four one two three four one two three four.

utterance: Perfect. And the expiration date?

utterance: It's twelve of twenty four.

utterance: Okay and the security code?

utterance: It's one two three.

utterance: Okay so to confirm we are making a one time payment of three hundred seventy two dollars effective today.

utterance: Yes.

utterance: Is your email still Rob underscore millertime at gmail dot com?

utterance: Yes it is.

utterance: Okay I've sent a confirmation email to that address showing the payment.

utterance: Great when is my next payment due?

utterance: It will be due on August twenty ninth.

utterance: Awesome.

utterance: No I think that's all.

utterance: Great. I hope you enjoy the rest of your day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I recently got married and need to add my husband to my health insurance policy.

utterance: Congratulations on the marriage! I'll be more than happy to help with that.

utterance: Thank you.

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

utterance: It's Heather Nelson.

utterance: Thank you, Heather. Do you know your customer ID?

utterance: I don't. I'm sorry.

utterance: That's okay. We can look you up a different way.

utterance: Great.

utterance: May I have your full social and your date of birth?

utterance: My social is three six six four seven three seven six two.

utterance: Mm-hmm.

utterance: My date of birth is four twenty nineteen eighty two.

utterance: Great. Thanks for that.

utterance: You're welcome.

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

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

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

utterance: Yes. It's Hutcheson.

utterance: Great. So because you just got married you are eligible to add your husband at this time.

utterance: Great.

utterance: I'm sure you're excited to be a newlywed.

utterance: Oh yes. We had a great wedding and honeymoon and now it's back to real life.

utterance: Well hopefully it'll be an easy transition .

utterance: Yes. I hope so .

utterance: Do you have your insurance card handy?

utterance: I do.

utterance: Can you tell me what the policy number is on that card?

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

utterance: Great. Thank you for that. May I have your husbands first and last name?

utterance: It's Garrett Nelson.

utterance: Thanks and Garrett is spelled g. a. r. r. e. t.?

utterance: No it's actually g. a. r. r. e. t. t.

utterance: Okay thank you and what is his date of birth?

utterance: It's October first nineteen ninety one.

utterance: Does he currently have any health issues?

utterance: No he's pretty healthy. No issues so far.

utterance: Great. Give me just a moment to enter this information in.

utterance: Okay.

utterance: Alright so I've got your updated information. Your premium will increase by thirty two dollars per month and that will be reflected in your next bill.

utterance: Okay when does his coverage start?

utterance: It's effective starting tomorrow. New cards will be mailed to the address we have on file.

utterance: Great.

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

utterance: No I think that's it.

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

utterance: Sure.

utterance: Okay the survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day and congratulations again!

utterance: You too!

utterance: Goodbye.

utterance: Bye.


utterance: Hello. This is Rivertown Insurance. My name is Chris. How Can I help you?

utterance: Hi. I wanna stop my automatic payments.

utterance: Oh. I can be of assistance, let me get some information from you first.

utterance: Okay.

utterance: What is your name?

utterance: My name is Buffy Summers.

utterance: Hi miss Summers, may I call you Buffy.

utterance: Yes, Everyone does.

utterance: Thank you. I need to verify your identity.

utterance: #Uh, all right.

utterance: Okay, Buffy, what is your date of birth?

utterance: August third, nineteen eighty-seven.

utterance: Thank you. Do you have your account number?

utterance: Nope.

utterance: That’s okay. Let's do it this way. What is your phone number?

utterance: three oh three, three five six, five four four five.

utterance: Great, thanks. Now what's your social security number

utterance: two six four, five four, eight four three eight

utterance: Thanks. One last thing is the answer to your security question. What's the name of your high school?

utterance: Sunnydale High.

utterance: Thanks for that. Now how can I help you.

utterance: I wanna stop my auto payments.

utterance: Okay, did you, wanna stop temporarily, or permanently?

utterance: Permanently. You guys are screwing up my bank account.

utterance: I'm very sorry to hear that. #Um, do you have an online account?

utterance: No, I don't and I don't want one.

utterance: Okay. Let's try to fix this on my end. #Uh, lemme see something - can I place you on a brief hold?

utterance: I guess so.

utterance: Thank you.

utterance: Your welcome.

utterance: Thanks for waiting. I was able to find your account and stop the automatic payments.

utterance: Great. I think they've been charging me twice in one month.

utterance: Oh no. Lemme check on that for you.

utterance: Thank you.

utterance: I see that your premium got taken out on June first and June thirtieth.

utterance: Yeah. I thought so. It shouldn't come out until at least the first.

utterance: That does seem strange. I can change the due date if that would help.

utterance: No. I think I'll just pay manually instead.

utterance: I understand. I'll make a note in your file about this problem and send it to billing so they can look at the problem.

utterance: That would be good.

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

utterance: No. All I needed was to stop the automatic payments. Everything else is fine.

utterance: Okay. I hope you have a good rest of your day, Buffy.

utterance: Thanks, I'll try.

utterance: Good bye.

utterance: Bye-bye.


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

utterance: Yes my name is Carol Jenkins, my date of birth is June third nineteen twenty two.

utterance: Thank you Carol. Do you have your customer ID?

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

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

utterance: Oh! I need to pay my bill and ask a question about auto-pay.

utterance: I can definitely assist you with that today.

utterance: Great.

utterance: What policy were you wanting to pay on today?

utterance: The auto policy.

utterance: Your Preferred Auto plan?

utterance: Yeah that one.

utterance: Okay and how would you like to pay today?

utterance: Well first, how much is it?

utterance: I'm showing a balance due of three hundred twenty four dollars for July.

utterance: Okay. How can I pay?

utterance: You can either use a credit card or your bank account information.

utterance: Okay. Well I don't know where my card is so I guess I'll use my bank account.

utterance: That will work. Do you know your routing and account number?

utterance: The routing number is two six three two eight one six nine five or is it two six three two eight one six nine seven?

utterance: I'm not sure ma'am.

utterance: Hang on and let me look it up.

utterance: Take your time.

utterance: Here it is. It's two six three two eight one six nine five.

utterance: Great and the account number?

utterance: That's one two zero zero zero four seven six two two.

utterance: And is this a checking account or savings account?

utterance: It's a checking account.

utterance: And we have carol underscore crafts a lot at gmail dot com. Is that still a good email address?

utterance: Yes it is.

utterance: Great. So to confirm we're going to make a one time payment in the amount of three hundred twenty four dollars from the account ending in seven six two two.

utterance: Yes.

utterance: Perfect. I've got that processed and a confirmation sent to your email address.

utterance: Thank you.

utterance: You're welcome. What was your question about auto-pay?

utterance: Oh yeah how can I enroll?

utterance: I can do it for you over the phone or you can do it online through your account portal.

utterance: Oh where is that online?

utterance: Are you logged in now?

utterance: Yes.

utterance: Under the Pay Your Bill section you should see enroll in auto-pay.

utterance: Oh well jeez. There it is. I could've done that. .

utterance: That's okay I'm glad I could help.

utterance: I'm a little off today.

utterance: That's okay. We all have those days.

utterance: That's for sure.

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

utterance: No I think that's it!

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

utterance: Sure.

utterance: Okay. The survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah I'm trying to register my car and they need my insurance number and I don't have it.

utterance: That's not a problem. I can look it up for you!

utterance: Great, thanks. Trying to register this car has been a nightmare. Hopefully this will be easier.

utterance: I understand. When I registered mine it took almost a week. It was crazy.

utterance: Yeah it's definitely been a process.

utterance: So to get us started may I have your first and last name please?

utterance: It's under Shelly Rider.

utterance: Thanks, Shelly. May I have your social and date of birth?

utterance: Yes it's five nine one two nine three four five six and my date of birth is June seven nineteen ninety one.

utterance: Great and we have your phone number as two five one three six three four eight seven two. Is that still correct?

utterance: It was, but now it's two five one three four eight one two three four.

utterance: Okay great and for security purposes can you tell me your mother's maiden name?

utterance: Yes it's Smith.

utterance: Thank you! I've got you all pulled up here. What plan were you needing the policy number for?

utterance: it's my car insurance, I don't know what it's called.

utterance: It looks like you're enrolled in the Basic Auto plan.

utterance: Yes that's the one I need.

utterance: it looks like your policy number is one two three four five six seven eight.

utterance: Okay so that's one two three four five six seven eight.

utterance: That's correct.

utterance: How do I get proof of that?

utterance: You can download it online or I can fax it to you.

utterance: How do I get it off the site?

utterance: You'll need to log in to your profile. On the upper-left corner you will see print ID cards.

utterance: I don't know my password.

utterance: That's okay. I can reset that for you if you'd like?

utterance: Can you? That'd be awesome.

utterance: Not a problem. We have your email as shelly rider eight eight at aol dot com. Is that still correct?

utterance: Yes that's my email.

utterance: Okay, Shelly. What I've done is sent a password reset email to that address. Can you tell me if you received it?

utterance: Let me check. Hang on.

utterance: Okay. Take your time.

utterance: Yes it looks like I got it.

utterance: Great. Now go ahead and click the link. It should ask you a security question. Do you see that?

utterance: Yes it looks like it is.

utterance: Okay. Now you will just answer the question and select a new password.

utterance: Okay.

utterance: Were you able to get in?

utterance: Yeah! It looks like I was.

utterance: Great.

utterance: Now I'm terrible at remembering these things. Do I need to call if I need to reset it again?

utterance: You can actually reset it online using the forgot password option.

utterance: Okay.

utterance: Do you see the option to print your ID cards, Shelly?

utterance: Yes I have them all printed and ready to go!

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

utterance: No that's it.

utterance: Well great. I hope you have a good day. Goodbye.

utterance: Bye.


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

utterance: Yeah. I'm shopping around for life insurance rates and I wanted to see how you guys compare. I heard a lot of good things about your company from friends.

utterance: Perfect! I'd be more than happy to provide you with a life insurance quote.

utterance: Great.

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

utterance: It's Maria Sanchez.

utterance: Nice to meet you, Maria. What's got you in the market for life insurance?

utterance: Well I'm not getting any younger and I don't want to leave my family with a burden.

utterance: I can definitely understand that. Smart choice.

utterance: I think so.

utterance: What state do you live in?

utterance: I'm in Colorado.

utterance: Perfect. And you are female correct?

utterance: Yes.

utterance: Do you currently use any type of tobacco products?

utterance: No, never had any desire to.

utterance: Great. That will save you some money.

utterance: Hopefully so! .

utterance: What is your height and weight?

utterance: I am five foot seven inches tall and I weigh one hundred and forty pounds.

utterance: And do you have any pre-existing conditions?

utterance: Nope I'm healthy as a horse so far.

utterance: Great to hear! So you would describe your health category as in good health?

utterance: Absolutely.

utterance: What kind of coverage amount were you looking for?

utterance: I was thinking around the five hundred thousand mark.

utterance: We can definitely manage that.

utterance: Great.

utterance: Now we do offer different types of policies. Are you familiar with life insurance?

utterance: Not really.

utterance: Okay we have term life, whole life, and universal life that we offer here.

utterance: What's the difference?

utterance: Term life is a set amount for a set period of time such as like ten years, twenty years, et cetera.

utterance: Okay.

utterance: Whole life and universal life are essentially for the remainder of your life and they build cash value.

utterance: Mm-hmm.

utterance: The difference between those is that in whole life we decide how the cash value is invested and universal life you have more control.

utterance: I like the idea of the ones that build cash value.

utterance: Great. Those are both good choices. Would you prefer whole life or universal life?

utterance: probably whole life because I'm more familiar with it.

utterance: Great.

utterance: What is the price difference?

utterance: The whole life policy we offer will be eighteen hundred per year.

utterance: And the universal life?

utterance: It's quoted at twelve hundred per year.

utterance: okay. Yeah I still think I would prefer a whole life policy.

utterance: Great. May I have a phone number or email address to send the quote to?

utterance: Yes my phone number is eight five zero seven one two eight five three three.

utterance: Great. Would you like it emailed also?

utterance: Yes. Email is Maria dot Sanchez at gmail dot com.

utterance: Perfect! What do you say we go ahead and get you enrolled?

utterance: I do have a few other places I want to get quotes from first. Can I call back in if I decide to move forward?

utterance: Absolutely. You can call back in or select the personalized link in the email I sent to finalize the quote.

utterance: Great.

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

utterance: No. I think that was it.

utterance: Great. I hope you enjoy the rest of your day. Goodbye.

utterance: Bye.


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

utterance: Yes we just adopted a new baby and I need to add her to my health plan.

utterance: Congratulations! I'm sure you're ecstatic.

utterance: Oh thank you. Yes we are very very happy.

utterance: That's great. I'd be more than happy to help you add her.

utterance: Perfect.

utterance: May I have your first and last name?

utterance: It's Sally Rider.

utterance: Thank you, Sally. Do you know your customer ID?

utterance: I sure do. One second and let me grab it.

utterance: Take your time.

utterance: Alright I have it. Are you ready?

utterance: Go for it.

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

utterance: Perfect and for security purposes can you verify your date of birth?

utterance: My date of birth?

utterance: Yes.

utterance: It's November seventh nineteen eighty four.

utterance: Great. Thank you for that. What is your new baby's first name?

utterance: It's Elizabeth.

utterance: And that's e. l. i. z. a. b. e. t. h.?

utterance: That's right.

utterance: Great. And have they made her last name the same as yours?

utterance: Yes.

utterance: So that's r. i. d. e. r.?

utterance: That's correct.

utterance: Great. What is Elizabeth's date of birth?

utterance: It is July third two thousand twenty.

utterance: Well happy late birthday to Elizabeth!

utterance: I will be sure to tell her .

utterance: Does she have any kind of health issues?

utterance: No she is healthy as a horse.

utterance: That's great to hear.

utterance: I agree.

utterance: Alright so I have her added here. It looks like your premium is going to go up by thirty three dollars per month.

utterance: That's not bad.

utterance: Not at all. Because you've already paid your bill this month there is a prorated charge of twelve dollars for the remainder of the month.

utterance: Okay.

utterance: How would you like to pay today?

utterance: Credit card.

utterance: Great I'll just need that card number, expiration date, and CVV code.

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

utterance: Mm-hmm.

utterance: The expiration date is twelve twenty four and

utterance: The security code on the back?

utterance: That's three two two.

utterance: Perfect. So just to confirm we've added miss Elizabeth to your health coverage effective today and we're making a one time charge of twelve dollars to the card ending in three seven two two.

utterance: That's correct.

utterance: Awesome. Well I have all of that processed for you. You should receive new cards in the mail in about four to seven business days.

utterance: Great.

utterance: What else can I do for you today?

utterance: I think that's all.

utterance: Well congratulations again. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah I need to check my account balance.

utterance: Okay I'd be happy to assist you today. May I have your first and last name?

utterance: Yeah it's Kasey Brown. My date of birth is June second nineteen ninety four and my mother's maiden name is Green.

utterance: Thank you, Kasey. Do you have your customer number by chance?

utterance: Oh hang on and let me see if I have that with me.

utterance: No worries. Take your time.

utterance: I don't have it.

utterance: Not a problem. I can look you up a different way.

utterance: Okay good.

utterance: What's the phone number associated with the account?

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

utterance: Okay, great. Can you also tell me your social?

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

utterance: Perfect. I've got you pulled up here. What plan balance were you looking for?

utterance: what do you mean?

utterance: I see you have life, pet and auto insurance with us. Which balance were you looking for?

utterance: Oh! I need to know how much is left on my car insurance.

utterance: I understand. It looks like your remaining balance is eight hundred seventy two for the plan and you have a bill of one hundred thirty five due tomorrow.

utterance: Okay. Can you tell me the life insurance now?

utterance: Yes. The life insurance balance is three hundred twenty three dollars and a payment of eighty seven is due on the twenty eighth of this month.

utterance: Okay.

utterance: Would you like to go ahead and make a payment?

utterance: Yeah could I? That'd be great.

utterance: Sure! Which policy would you like to pay today?

utterance: Just the car insurance for right now.

utterance: Not a problem. So you just want to pay the payment of one hundred thirty five that's due tomorrow?

utterance: Yes.

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

utterance: let me see if I have my credit card with me.

utterance: Okay take your time.

utterance: I do have that. What do you need off of it?

utterance: I'll need the credit card number, security code, and expiration date.

utterance: okay. The number is one two three four five six seven eight nine one two three four five six seven.

utterance: Thank you, and the security code on the back?

utterance: It's one two three and the expiration is twelve twenty four.

utterance: Perfect. Just to confirm we are making a one time payment of one hundred thirty five dollars today on the card ending in four five six seven?

utterance: Yes that's correct.

utterance: Okay! I've gone ahead and processed that payment for you.

utterance: When will that show up on my account.

utterance: It should post today and you should see the credit within twenty four business hours.

utterance: And when will it come out of my bank?

utterance: It's usually same day but that's up to your bank mostly.

utterance: Oh okay.

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

utterance: No I think that's all.

utterance: Perfect, once I disconnect there will be a brief survey about your experience today. Do you mind filling that out?

utterance: Sure. I can do that.

utterance: Perfect. Enjoy your day. Goodbye.

utterance: Goodbye.


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

utterance: Yes, I need to file a claim. We lost my wife this week.

utterance: I'm so sorry for your loss. I'll definitely be able to assist you with that claim.

utterance: Thank you.

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

utterance: Yes it's Jason Gresham, date of birth is nine twenty two fourty nine.

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

utterance: Let me see if I have it in my wallet.

utterance: No problem. Take your time.

utterance: I have papers everywhere. You never realize how much paperwork is involved when someone passes away.

utterance: I can't imagine. I'm sure it's complicated on top of dealing with losing someone. Hopefully we can make this easy for you.

utterance: Hopefully so. My customer ID is one two three four five six seven eight.

utterance: Thank you for that. May I have your wife's first and last name?

utterance: Yes it was Gloria Gresham.

utterance: And her date of birth?

utterance: It was January third nineteen fifty.

utterance: Thank you, Jason. What state did you reside in when she passed?

utterance: We have lived in Florida all of our lives.

utterance: Now I do see two policies here. One for you and one for her. Do you have her policy number?

utterance: Hang on and let me see if that's around here in these papers.

utterance: No problem.

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

utterance: Thank you for that.

utterance: You're welcome.

utterance: And we have eight five zero four five nine one two three four as your phone number. Is that correct?

utterance: Yes.

utterance: Okay. We're almost done here, mister Gresham.

utterance: Okay.

utterance: Can you tell me what day missus Gresham passed away?

utterance: Yes. It was July twenty third of twenty twenty one.

utterance: And what was her cause of death?

utterance: Heart attack.

utterance: Thank you for that.

utterance: You're welcome.

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

utterance: I'm ready.

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

utterance: Okay so what happens now?

utterance: I have filed the claim and put it in the queue for your claims representative. He or she will call you to collect some documents so the claim can be finalized.

utterance: What kind of documents will they need?

utterance: Generally they will ask for a copy of her death certificate and a routing and account number for payout or an address to mail a check to.

utterance: Oh. Okay.

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

utterance: No that's all.

utterance: Okay. Again, I am so sorry for your loss. There will be a brief survey after I disconnect that examines your experience today if you'd like to participate.

utterance: Yes, I can do that.

utterance: Okay. Thank you, Jason. The survey will start after I disconnect. Please let us know if there's anything else we can do for you.

utterance: Okay, thank you.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is Carol Brown and I've been a customer with you guys for about six years but I'm afraid someone has my information so I need to change my security question.

utterance: Hi Carol. I can definitely understand wanting to keep your account secure. I can definitely help.

utterance: Great.

utterance: Do you know your customer ID?

utterance: Let me see if I can find it.

utterance: No problem. Take your time.

utterance: Is it on my bill somewhere?

utterance: Yes it should be in the upper left hand corner.

utterance: Oh I see it. It's one two three four five six seven eight.

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

utterance: Yes it's January ninth nineteen seventy four.

utterance: Thank you for that. To begin with can you verify your current security question?

utterance: It should be my mother's maiden name.

utterance: That's correct. And what is the answer?

utterance: Green.

utterance: Perfect. What would you like the new security question to be?

utterance: How about my favorite pet's name?

utterance: That would work.

utterance: Okay.

utterance: What would you like the answer to be?

utterance: Let's put Fluffy as the answer.

utterance: Okay so to confirm we have changed your security question to favorite pet's name with a new answer of Fluffy.

utterance: Yes that's right.

utterance: Okay great. Was there anything else I could answer for you today?

utterance: Yes is there another way to change these other than calling in?

utterance: Yes there is. You can always change them in your profile settings online.

utterance: Where is that at?

utterance: Are you currently logged in to your online account?

utterance: No but hang on and I can get logged in.

utterance: Okay.

utterance: Okay I'm there.

utterance: Great. In the upper right hand corner you should see a dropdown menu.

utterance: Yes.

utterance: Once you hover over that profile settings should be in about the middle of the menu.

utterance: Oh. I see it! That makes sense.

utterance: Yes ma'am. What else can I answer for you today?

utterance: Well while I have you can you tell me when my bill is due?

utterance: Of course! What policy would you like the bill information on?

utterance: I think my auto policy is next.

utterance: Yes ma'am. It looks like your auto policy bill is due on July thirtieth in the amount of two hundred thirty dollars.

utterance: Okay great.

utterance: Would you like to go ahead and make the payment?

utterance: No, not at this moment.

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

utterance: No. I think that's all for today.

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

utterance: Sure!

utterance: Perfect. It will begin as soon as I disconnect the call.

utterance: Okay. So just hold on the line?

utterance: Yes ma'am.

utterance: I understand.

utterance: Have a good day. Goodbye.

utterance: Bye.


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

utterance: Hey I mailed my check a few days ago to pay you guys and I don't see where it has hit my account. Can you tell me if you see it on your end?

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

utterance: Great.

utterance: What's your first and last name?

utterance: It's Mary Jones.

utterance: Thank you, Mary. Do you know your customer ID?

utterance: I don't. I'm sorry.

utterance: That's okay. We can look you up a different way.

utterance: Good.

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

utterance: The social is four two four three two seven six nine two.

utterance: Mm-hmm.

utterance: The date of birth is April third nineteen fifty three.

utterance: Great. Thanks for that information. Can you tell me the phone number associated with the account?

utterance: Yes it's either two five one three six three four nine eight four or three six three four nine eight two.

utterance: Okay we have the one ending in four nine eight four. Is that still the best number?

utterance: Yes.

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

utterance: It's Johnson.

utterance: Thank you for that. I've got you pulled up here.

utterance: Okay.

utterance: What day did you say you mailed the check?

utterance: It was like three days ago.

utterance: So Monday?

utterance: Yes.

utterance: Okay I don't see where anything has been posted to the account or anything that's pending.

utterance: Well where could it be?

utterance: It's possible that it just hasn't made it here yet. Normally we ask that you give us five to seven business days to process the payment if you mail it in.

utterance: Oh okay. So I shouldn't worry just yet.

utterance: No ma'am I wouldn't. It's very possible it's just not made it here.

utterance: Okay can I pay this online? I've never tried.

utterance: You sure can we usually recommend it that way because it's more secure than mailing a check.

utterance: Well how do I do it?

utterance: Are you logged in right now?

utterance: No hang on and let me get logged in.

utterance: Take your time.

utterance: Okay I'm here.

utterance: Great in the center of the navigation bar you should see the option to pay bill.

utterance: Oh there it is.

utterance: Yes then you'll select that and

utterance: Just enter in all of my info?

utterance: Yes exactly.

utterance: That seems so easy.

utterance: Yes it is!

utterance: I'll do that from now on.

utterance: Great. Was there anything else we could do for you today?

utterance: No I think that was everything today.

utterance: Okay. There will be a brief survey after the call that will rate your experience today. Would you like to participate?

utterance: Sure!

utterance: Okay once the call disconnects just hold on the line. The survey will start then.

utterance: Okay.

utterance: Thank you for calling. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes. I think I've been a victim of identity theft so I need to change my security question for you guys so I can keep my stuff safe.

utterance: Oh no! I'm sorry to hear that. Identity theft can be hard to recover from.

utterance: It's been a nightmare so far.

utterance: I'm so sorry. Let's see if we can make it a little easier.

utterance: That sounds great.

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

utterance: Yes it's Shelby Saunders.

utterance: Thank you, Shelby. Do you know your customer ID?

utterance: Let me get it I have it written down on a piece of paper in my purse.

utterance: Take your time.

utterance: Okay I have it. Are you ready.

utterance: Go for it.

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

utterance: Great. And can you verify your date of birth for me?

utterance: It's February eighth of nineteen sixty.

utterance: Thank you for that.

utterance: You're welcome.

utterance: We have the security question listed as your mother's maiden name. Does that sound correct?

utterance: Yes and the answer should be Green. I need to change that.

utterance: Yes that is what we have. What would you like to change it to?

utterance: I honestly don't know.

utterance: A lot of customers use their favorite pet's name or their high school mascot. Things like that you know?

utterance: Yeah. I'm just trying to think of something unique because of the information that was stolen.

utterance: I understand. Some of the more secure security questions are ones like favorite place to visit or first restaurant I ever went to.

utterance: Oh really?

utterance: Yes. those that have to do more with like memories tend to be harder to guess the answers to.

utterance: Okay let's go with where I went on my first date.

utterance: Okay and what answer would you like to put on there?

utterance: Burger King.

utterance: Sounds like a very fancy first date. .

utterance: Well it was to a teenager!

utterance: Yeah I guess so. I'm sure no one would guess that.

utterance: No not at all that's why I chose it.

utterance: We have your email on file as shelby says nineteen sixty at hotmail dot com. Is that still a good email?

utterance: No I had to change it due to the theft.

utterance: What is your new email?

utterance: It's shelby underscore saunders at gmail dot com.

utterance: Got it. I've gone ahead and updated that and sent a confirmation message of the changes we made today.

utterance: Okay good.

utterance: What else can I do for you today?

utterance: Can you tell me when my next bill is due?

utterance: Yes ma'am. It's due on the tenth of August.

utterance: Okay so I still have a while.

utterance: Yes ma'am. What else can I answer for you today?

utterance: I think that's all for today.

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

utterance: Yes.

utterance: Perfect. Just hold on the line after I disconnect and the survey will start.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah. I think I've accidentally locked myself out of my online account. It's been giving me an error message.

utterance: Okay I'll be happy to help with that. May I have your first and last name?

utterance: Yes it's Olivia Washington.

utterance: Thank you Olivia. We will probably just need to reset your password in order to clear that error message.

utterance: Okay.

utterance: Do you know your customer number?

utterance: I don't actually. I'm sorry.

utterance: That's okay. We can look you up a different way.

utterance: Okay. What do you need from me?

utterance: What is your social and date of birth?

utterance: My social security number is one two three four five six seven eight nine and my date of birth is January third nineteen ninety one.

utterance: Thank you for that, and do you have the phone number associated with the account?

utterance: Oh. Yes it should be two five one three six three four five six seven.

utterance: Perfect. And finally, for security purposes, can you verify your mother's maiden name?

utterance: It's Rogers.

utterance: Great. So in order to reset your password I'll just need to email you a reset link.

utterance: Okay.

utterance: Is your email still Olivia underscore rocks at hotmail dot com.

utterance: Oh no. It needs to be changed to Olivia dot Washington twenty nine at gmail dot com.

utterance: Okay. I've got that updated for you. Do you have access to that email right now?

utterance: Yes.

utterance: Okay go ahead and get logged in. I've sent you a reset link to the email address you gave me.

utterance: Okay. One second.

utterance: Take your time.

utterance: Okay I see it here. Do I just click the link?

utterance: Yes just select that link. It should open a window that has an option to select a new password.

utterance: Okay I see it.

utterance: Remember that your new password has to contain a capital letter, a number and at least one symbol.

utterance: Okay.

utterance: Were you able to get it changed?

utterance: Yes.

utterance: Great now go back to the home page and try to log in.

utterance: Okay.

utterance: Let me know if that works for you.

utterance: It looks like it worked. I'm able to get into my account now.

utterance: Great! Is there anything else I can do for you?

utterance: Yeah where do I go on here to pay my bill?

utterance: To pay your bill you will go to the top left hand corner and select policy options.

utterance: Okay so top left.

utterance: Yes.

utterance: Oh I see here. Policy options.

utterance: Yes and under than you should see pay bill.

utterance: Oh there it is. Thank you so much.

utterance: You're very welcome. What else can I answer for you today?

utterance: That's it for today I think.

utterance: Alright then. There will be a brief survey after the call to rate your experience today. Would you be interested in participating?

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day, Olivia. Goodbye.

utterance: Bye.


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

utterance: Well hi Jazzabelle. That is a beautiful name!

utterance: Thank you! What can I do for you today?

utterance: well I got my bill yesterday and why is it higher this time?

utterance: I will be glad to help you with that. Who am I speaking with today?

utterance: Misses Gray. Oh, you probably need my first name huh. It's Isabelle, Isabelle Gray.

utterance: Thank you misses Gray. And, for verification purposes may I have your birthdate and social security number?

utterance: My birthdate is three twenty nineteen seventy. Do you really need my social cause I don't know it. I will have to get it for you.

utterance: I do need it misses Gray. It helps me to verify who I am speaking with and that I have the correct account pulled up in order to help you today.

utterance: Okay. Hang on.

utterance: Take your time misses Gray.

utterance: Okay I got it are you ready for it?

utterance: I am ready when you are.

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

utterance: Great! The address I have on file is twenty-two Sandy Lane, Saint Potter, Illinois, four four six five four. Is that still correct?

utterance: Yeah that's where I live!

utterance: Do you have an email you would like for me to add to your account misses Gray?

utterance: My email is Gracie with an I E at twenty-one mail dot com.

utterance: And, what is the phone number we should have on file for you misses Gray?

utterance: Four two six two one two four four eight nine.

utterance: I have your email as Gracie with an I E at twenty-one mail dot com and your phone number as four two six two one two four four eight nine.

utterance: You got it!

utterance: Okay I am looking at your account and I see that you changed your

utterance: I didn't change anything!

utterance: On my end I see that back in November you set your payment plan up to the four payments instead of the standard six payments.

utterance: No I didn't change anything. I wanna take my credit card off my account.

utterance: Sure I can do that misses Gray. Now once I take your credit card off of your account that will stop the automatic payments.

utterance: Great! That is exactly what I want. I I just couldn't remember what is was called. Take it off for me please.

utterance: Absolutely misses Gray!

utterance: So my card is off?

utterance: Yes. Your card is off and the automatic payments have been stopped, okay?

utterance: Can we talk about why my bill is higher please? I well I can't pay this much. It's too high. I don't have that much money.

utterance: I understand your concern misses Gray. Let me look at your account and see what we can do.

utterance: My insurance has been the same all these years and now it's higher.

utterance: Your actual policy is the same misses Gray. At some point you opted to pay in four instead of six which made your individual payments higher but your total cost of your policy is still the same price that it has always been.

utterance: Oh oh oh okay I see. I understand now. I think you are right! Maybe I did change that a few months ago. But, why did it just now change my payment?

utterance: Well since you were close to the end of your policy it changed your payment plan for the upcoming policy which just started this month.

utterance: okay I guess.

utterance: But, give me a minute here misses Gray. I am going to see what I can do to put your payments back to where they were, okay?

utterance: Oh honey that would be great! Cause I don't have any more money than that.

utterance: I understand.

utterance: I am retired you know. So I have a fixed income and I can't pay more than I been paying.

utterance: I completely understand and you should not have to. I think I got it!

utterance: I sure hope so!

utterance: Good news misses Gray! I was able to set your payments back to where they were and what you have been paying and I was able to set it so you don't need to make your first payment until next month. How does that sound to you?

utterance: Next month? Will I still have insurance this month? That sounds fishy to me.

utterance: I understand your hesitation misses Gray. I will explain to you what I did so you feel comfortable with the situation, okay?

utterance: mhm yeah I would appreciate that.

utterance: Okay, first, I just went in and changed your four payment plan back to what it originally was at the six payment plan. This means you would be paying only the amount you have in the past. I also went in and checked for discounts to see if there was one I could apply to your account just to show our appreciation for being a good customer.

utterance: Well that is very nice of you. Thank you!

utterance: Your welcome! I was able to find a discount for individuals that have had consistent insurance with us for at least ten years. This reduced your policy amount by a whole month's payment. That's wonderful don't you think?

utterance: Let me make sure I understand okay?

utterance: Sure, I want you to be completely satisfied with everything I am doing today misses Gray.

utterance: So you put my payments back to where they was before I changed them the last time I was online..

utterance: Yes, that is exactly what I did. By doing this it did not change anything in your policy just your number of payments to be made in order for your policy to be paid in full.

utterance: Oh I see. I get it now. Sorry for being skeptical. It's it's just so many people try to take us old people as dummies and well they take our money when they can. You know?

utterance: Unfortunately miss Gray you are correct. There are a lot of scams out there. And, you are being diligent by wanting more answers. However, I can assure you we at Rivertown are always looking out for our customers.

utterance: That is nice to hear.

utterance: And the discount I gave you is one an agent can give a customer after they have had a policy consistently for at least ten years with us. that discount well when I applied the discount to your account it lowered your policy by a month's payment. So after this policy your monthly payments will be lower by about ten dollars a month.

utterance: Oh that is wonderful. Thank you so much for that.

utterance: Oh you are welcome misses Gray.

utterance: Hey can I just just send a check to pay my bill?

utterance: You sure can! Would you like for me to change your bill delivery method to come in the mail?

utterance: Well yeah that would be easier for me I think.

utterance: Okay, that is not a problem.

utterance: Thank you.

utterance: Your welcome.

utterance: You are a nice person to talk to.

utterance: that is so nice of you misses Gray. It is nice to hear that from customers!

utterance: I call places and sometimes well the girls are just mean and should not be on the phone you know.

utterance: Well I strive to make the call as pleasant as possible and to resolve all of your issues. I want you to be happy when you hang up even if you were not when you called.

utterance: Well you did a good job today okay?

utterance: That means a lot to me misses Gray, it really does.

utterance: They should give you a raise.

utterance: I agree.

utterance: fat chance huh!

utterance: well we do get bonuses for good performace. That's like a raise isn't it?

utterance: can you eat or wear your bonus?

utterance: no!

utterance: Then it's not a real bonus or raise .

utterance: Well you got me there. I would like to go over what changes we made today okay misses Gray?

utterance: That's fine. Go ahead.

utterance: We canceled your automatic payments by taking your credit card off of your account.

utterance: Yes.

utterance: I changed your payment plan back to the six payment plan as you previously had on your account.

utterance: Yeah.

utterance: I applied a discount to your policy which gave you a free month being this month.

utterance: That was the best thing!

utterance: Yes, that is always nice isn't it? I also added an email address to your account and changed your bill delivery method to come in the mail.

utterance: That will be so much better for me.

utterance: That's great! Was there anything else that you would like me to help you with today misses Gray?

utterance: No mhm I think that is all.

utterance: Okay, well I appreciate your calling Rivertown today and I am glad I was able to help you resolve your issues.

utterance: Thank you and you have a very happy rest of your day, okay?

utterance: I will and you as well misses Gray. Bye-bye.

utterance: Bye.


utterance: Hi. This is Holly from Rivertown Insurance. What can I help you with today?

utterance: Hi, Holly. I'm Melissa Stimson and I want to change the way I pay automatically.

utterance: Nice to talk to you Melissa. Can I get your account number and date of birth?

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

utterance: Great.

utterance: My date of birth is September eighteenth, nineteen sixty-one.

utterance: Thanks for confirming that for me.

utterance: No problem.

utterance: So did I hear you right? You want to change your preferred method of payment?

utterance: Yes, that's right.

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

utterance: Yes, I do.

utterance: We can do this together online if you'd like and I can walk you through it.

utterance: Okay. That sounds great. I wanna make sure that I'm, doing it right.

utterance: Of course. Go ahead and sign on and I'll wait till you get it up on your screen.

utterance: Okay, this might take a sec.

utterance: Take your time and let me know when you're up.

utterance: Okay, I'm at the what do you call it? Oh yeah, the home screen.

utterance: Okay, great. Now at the top you'll see a bar with different sections. Click on "Billing" for me, please.

utterance: Got it.

utterance: Okay now you should see your current method of payment. Do you see it?

utterance: Yeah.

utterance: Okay beneath that there should be a box with a plus sign in it. Click on that to add a new payment type.

utterance: Okay. Got it.

utterance: Great. Go ahead and enter your information and I'll wait.

utterance: Okay, #Um, two four - and the expiration date - three digit code. Okay I'm done.

utterance: Good. Now next to that on the right there's a box that says, "preferred method of payment". Click on that.

utterance: Got it.

utterance: Okay is the box checked now?

utterance: Yes.

utterance: Good. Now hit add payment method.

utterance: Done.

utterance: Now you should see that your old method of payment has dropped and your new method is on top.

utterance: Yep. There it is.

utterance: Great. Now you can make your payment or set up automatic payments using the new payment method.

utterance: Perfect!

utterance: Great!

utterance: Thanks for walking me through that. It's so much easier when you don't have a bunch of computer skills.

utterance: Not a problem at all.

utterance: Thanks again.

utterance: Is there anything else you need help with?

utterance: No. I don't think so. I'm gonna make my payment online today.

utterance: Well, thank you for being a loyal Rivertown client. We appreciate your business.

utterance: No problem. I've been with you guys for a long time. I'm very happy with your company.

utterance: Glad to hear that. If you'd like to participate In our phone survey, please stay on the line.

utterance: I will. Bye-Bye

utterance: Bye now.


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

utterance: Yeah I need to go ahead and set up my plan to be cancelled. I've found a better company to cover me.

utterance: I'm sorry to hear that you're leaving us but I can process that cancellation for you.

utterance: Great.

utterance: What is your first and last name?

utterance: It's Rhonda Brown.

utterance: Thank you Rhonda, do you know your customer ID?

utterance: No.

utterance: That's okay I can look you up a different way.

utterance: Fine.

utterance: What is your social and date of birth?

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

utterance: Mm-hmm.

utterance: Date of birth is oh one one two one nine seven two.

utterance: Thank you for that. Can you tell me the phone number associated with the account?

utterance: You are asking too many questions why is it so hard to just get help from you guys.

utterance: I apologize ma'am. It's just so we can get your information pulled up in the system since you didn't have your customer ID.

utterance: Fine. What did you need again?

utterance: The phone number on the account.

utterance: Two five one three six three four two three two.

utterance: And the last question is for you to verify your mother's maiden name for security purposes.

utterance: Jones.

utterance: Great. Do you mind if I ask why you're wanting to cancel today?

utterance: You guys are too expensive and you ask too many questions.

utterance: I'm sorry to hear you think we're too expensive. Have you thought about changing your plan so it would be a lower premium?

utterance: Why would I do that. I found a company that gives me better coverage for a cheaper price.

utterance: I understand ma'am.

utterance: Great so just do your job and cancel the plan.

utterance: I apologize for the inconvenience.

utterance: Fine.

utterance: When would you like the cancellation to be effective?

utterance: My new policy starts on the first so that's when this one needs to be gone.

utterance: Okay so to confirm we are marking the account for cancellation on the first of August.

utterance: Right.

utterance: Is your email still rhonda underscore brown at gmail dot com?

utterance: Yes.

utterance: Okay I will send a confirmation to that email that the account has been marked for closure.

utterance: Great. Will I get any kind of refund? I've already paid my premium this month.

utterance: No ma'am. Because you are covered until the end of the month there wouldn't be any prorated refund.

utterance: You guys are just criminals all you care about is money. I'm so glad to be getting away from you.

utterance: I'm sorry your feel that way ma'am. That's not how we want to be perceived. If you wanted to mark it for cancellation earlier you would receive a prorated refund.

utterance: And then what? Just go without coverage. No thank you.

utterance: Okay.

utterance: Is it done?

utterance: Yes I have sent a confirmation email to the address you have on file with us.

utterance: Well you hang on and let me make sure I got it just so I know you didn't screw anything up.

utterance: Okay ma'am.

utterance: I got it.

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

utterance: No.

utterance: Have a great day.

utterance: Whatever.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey! My name is Kara Turner and I have a few policies with you guys. I just recently moved and so I want to update you guys with my new address.

utterance: I can definitely help with that Kara. May I have your customer number?

utterance: I don't have that with me. Can I give you something else?

utterance: Yes. I can verify you a different way. Can you provide me with your social and date of birth?

utterance: Yes. My social is one two three four five six seven eight nine and my date of birth is July second nineteen ninety two.

utterance: Great. Now I'll need your phone number associated with the account.

utterance: That should be eight five zero two nine six zero one eight six.

utterance: Thank you and for security purposes can you verify your favorite pet's name?

utterance: Yes it's Rupert.

utterance: Great. can you tell me what the old address is just to make sure it's accurate?

utterance: It should be three two two pine terrace court Century Florida three two five three five.

utterance: Thank you. That looks like what we have here. What is the new address?

utterance: Okay so the new address is going to be three four four.

utterance: Mm-hmm.

utterance: Pine Grove Road. That's p. i. n. e. g. r. o. v. e.

utterance: Thank you. What city and state?

utterance: The same so it's Century Florida three two five three five.

utterance: Is that s. e. n. t. r. y?

utterance: No it's c. e. n. t. u. r. y.

utterance: Okay thank you for that.

utterance: You're welcome.

utterance: When would you like that to be effective?

utterance: Starting today is fine.

utterance: Okay great. just to confirm we have updated your address to three three four Pine Grove Century Florida three two five three five.

utterance: No. It should be three four four. Not three three four.

utterance: My apologies. I've made that change.

utterance: Can I get a copy of that sent to me since you messed it up the first time.

utterance: Yes. We have your email as k turner forty five at hotmail dot com. Is that still accurate?

utterance: No. I need you to send it to k turner forty five at gmail dot com.

utterance: Okay. I have your email updated as well as your address.

utterance: Great is there any way to do this other than calling in? This lease is only short term so I will need to change it again.

utterance: Yes. You can change your address and email preferences online by logging in to your account.

utterance: Okay so I'm on the site. Where do I go to change it?

utterance: On your homepage you should see the option on the left that says profile settings.

utterance: I see that.

utterance: Okay so you will click on that and select edit.

utterance: Where is edit?

utterance: It should be on the right hand side above save changes.

utterance: Oh! I see it now.

utterance: Great.

utterance: And I just click this and select what I want to change?

utterance: That's correct. It's a pretty easy process once you're in there.

utterance: Okay awesome.

utterance: Was there anything else I could help with today?

utterance: No that's all.

utterance: Great! There will be a brief survey after I disconnect if you'd like to fill out a questionairre about your experience today.

utterance: Okay. I will do that.

utterance: Thank you for calling. Have a nice day. Goodbye.

utterance: Goodbye.