utterance: Good afternoon, this is Mark with Rivertown Insurance. How can I help you?

utterance: Hi, my dad recently kicked me off his car insurance policy and said I needed to start paying for my own. So th- that's what I need to do now I guess.

utterance: Sure, no problem. Are you already in our system?

utterance: #Uh no. I had insurance through a different company. Under my dad's insurance, I mean.

utterance: Okay, then let's start by creating an account for you. May I have your name?

utterance: Katie Weaver.

utterance: Thank you Miss Weaver. Now can I get your date of birth and your social security number?

utterance: February tenth two thousand and three.

utterance: Thanks. And your social security?

utterance: Oh. It's Can you hold on a sec? I don't have it memorized.

utterance: Sure.

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

utterance: Okay, got that. And may I get your phone number?

utterance: Yeah. #Uh two three two six eight nine four three five six.

utterance: Perfect. And now I need your home address.

utterance: Three two six Starry Way.

utterance: Uh-huh.

utterance: Norman, Oklahoma.

utterance: And your zipcode?

utterance: Seven three zero seven one.

utterance: Okay, now

utterance: Wait, no. It's seven three zeron seven two. Sorry!

utterance: Not a problem. One last thing, we need to create a security question to help confirm your identity in the future.

utterance: Okay.

utterance: It can be something like your first pet's name, or your favorite teacher.

utterance: Oh. I've never had a pet. #Uh I'll go with favorite teacher.

utterance: And who is that?

utterance: Who is who?

utterance: Your favorite teacher?

utterance: Oh! Miss Perkins. My fourth grade teacher.

utterance: Okay then, your account is all set up. Now let's talk about your policy. Do you already know what we offer?

utterance: #Um no. I kind of just skimmed the website.

utterance: That's fine. I'm happy to tell you about them.

utterance: Thanks.

utterance: We have three plans. Basic Auto, Preferred Auto, and Complete Auto.

utterance: What do they do?

utterance: Basic Auto is like liability insurance. If you're in an accident it will cover the medical bills and any property damage to whoever else is involved.

utterance: Mhm.

utterance: It's the minimum insurance most states require by law.

utterance: Is it the cheapest?

utterance: It's our most affordable plan, yes. But we do suggest customers go with Preferred Auto if they can afford it. It's a standard plan with good coverage.

utterance: How's that one different from the Basic Auto?

utterance: Preferred will cover you and repairs to your car as well as covering the other driver in an accident, regardless of fault. It covers you in other situations, as well.

utterance: And what about the last one, Com- Comprehensive?

utterance: Complete Auto covers everything the other plans do, and will insure you in case of stuff like vandalism, fire, severe weather situations, and auto theft.

utterance: And you think I should go with the standard one? Basic Auto?

utterance: It would probably fit your needs if you don't want the Complete coverage. Do you know what kind of plan you were on before?

utterance: #Um no, I have no idea. Sorry.

utterance: It's not a problem. Are you on a tight budget?

utterance: Sort of, but I guess that depends on how much each plan is.

utterance: Each tier has a base price. Basic is one thousand dollars, Preferred is fifteen hundred, and Complete is two thousand.

utterance: Whoa, that's kind of a lot.

utterance: That's per year.

utterance: Oh okay .

utterance: Yeah that would be a lot per month. A monthly breakdown is around eighty four dollars for Basic, one hundred and twenty five dollars for Preferred, and one hundred and sixty seven dollars for Complete.

utterance: Yeah, whew, that's way better.

utterance: The prices do change, though, depending on details like your age, your driving record, and your vehicle's type and age.

utterance: Why's that?

utterance: They're kind of risk based factors. Like if you've been in a lot of accidents or if you haven't been driving long.

utterance: Why does the car make a difference?

utterance: Some cars are easier and cheaper to repair after an accident, so they're cheaper to insure.

utterance: Oh, that makes sense. Does anything else affect it?

utterance: A few things, like your credit score, where you live, or your usage can have an impact.

utterance: I've heard of the usage thing. Do you guys offer usage based insurance?

utterance: Not completely usage based, but we do have a program with an app that tracks your trips and how safe they are, and you can earn discounts with that.

utterance: That's cool.

utterance: Do you want me to add that on to your policy after you pick one?

utterance: Sure, that sounds good.

utterance: Okay, I've noted that. Now if I can get more information from you, I can give you more specific prices. What is your car's make and model?

utterance: It's a Zonda National.

utterance: What year is it?

utterance: Two thousand and four.

utterance: Got it. So based on your personal information we'll need to add about three hundred extra dollars a year to each plan.

utterance: Alright. #Um can you tell me why it costs more for me?

utterance: It's usually more expensive to insure younger drivers, and I did see on your record that you were in an accident in the last three years.

utterance: Mhm, y-yeah. I was.

utterance: I did add a discount because of your car's age and model.

utterance: Oh, good.

utterance: Are you still interested in enrolling in a plan with us?

utterance: Yeah, I think so. #Um I think the Preferred sounds best. It covers me and anyone I hit right?

utterance: Basically, yes. I'll be mailing you more information once you're enrolled. You can also view your policy details on our website or app.

utterance: Okay then, yep. I want to sign up for the standard plan.

utterance: Perfect, I'll enroll you in the Preferred Auto plan.

utterance: Awesome, thank you.

utterance: So I've you enrolled in the Preferred Auto plan and the safe driver usage program we talked about, so make sure you download the app for that.

utterance: Thanks, I will.

utterance: Your policy number is eight three two six four nine two five, and your coverage will begin at the start of next week, on the nineteenth.

utterance: Okay, thanks.

utterance: Now I'm just going to need your payment information. Can I get a credit card number and expiration date?

utterance: Oh one minute.

utterance: Sure.

utterance: Okay, it's three two four eight nine seven eight eight two nine six three one five four seven. And the expiration date is zero six twenty three.

utterance: Thanks. And your CVV number?

utterance: #Uh two two four.

utterance: Thank you. Okay, Miss Weaver. You're all set.

utterance: #Um if I need to change anything or add anything to the policy do I need to call again?

utterance: No, you can do most things you need to on our website and our app.

utterance: O- okay.

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

utterance: No. Thanks for your help.

utterance: No problem! Thank you for enrolling with us. Have a nice day!

utterance: You too. Bye.

utterance: Bye!


speaker_role: Agent

utterance: Hello, thanks for calling Rivertown Insurance customer care service. How may I help you?

speaker_role: Customer

utterance: Good morning. How are you?

utterance: I'm fine sir and you?

utterance: I'm fine as well.

utterance: How may I help you sir?

utterance: I was reading through your insurance types and I stumbled on pet insurance.

utterance: #em, yes sir, We have insurance plans for pets.

utterance: I hope your rates are quite affordable though.

utterance: Sure sir. We offer the best rates in town. I'm certain you'll enjoy our services.

utterance: [Laughter] how sure are you?

utterance: I'm certain about our services and rates sir.

utterance: Well then, let's see. How does it work?

utterance: We have two plan types for pet insurance sir.

utterance: I have three lovely dogs and two cats. #em, do I have to insure each one of them or the cost of the insurance covers all my pets?

utterance: Yes sir, All of your pets gets insured depending on the type of plan you pick.

utterance: uh-huh. How do I go about it?

utterance: I'll need to take your details sir.

utterance: #em, what details to be precise?

utterance: What's your first and last name sir?

utterance: My name is Brian Hogwart.

utterance: #em, Is it spelt as B.R.Y.A.N sir?

utterance: No, it is spelt as B.R.I.A.N. My email address is brianhog at gmail dot com.

utterance: What's your phone number sir?

utterance: My phone number is Five Eight Two.

utterance: Five Eight Two.

utterance: Seven Seven Seven.

utterance: Seven Seven Seven.

utterance: Three One Nine Four.

utterance: Your phone number is Five Eight Two Seven Seven Seven Three One Nine Four. Is that right sir?

utterance: Yes that's right.

utterance: What's your date of birth sir?

utterance: August the Ninth, Nineteen Seventy Six.

utterance: August Ninth, Nineteen Seventy Six. Just a minute sir.

utterance: Alright.

utterance: What's your Social Security Number sir?

utterance: Two Seven Two Six.

utterance: Two Seven Two Six.

utterance: Eight One Nine Four Two.

utterance: Just a moment sir. Please kindly confirm the last three digits sir.

utterance: #em, sorry, the last four digits are Two Nine Three Three. I mistook it for my wife's security number.

utterance: Confirmed sir.

utterance: what other information do you need?

utterance: What's the answer to your security question sir?

utterance: My mother's maiden name is Clarke.

utterance: #em, just a minute sir.

utterance: Alright. take your time.

utterance: Confimed sir. We have two pet plan types.

utterance: which is the best plan for my pets?

utterance: We have the Petcare Basic plan which costs five hundred dollars per year.

utterance: Lovely!

utterance: We also have the Petcare Preferred plan which costs one thousand dollars per year.

utterance: #em, I would love to go for the Petcare preferred plan due to the number of my pets.

utterance: what is the pet type sir?

utterance: Three dogs and two cats.

utterance: What is the pet breed sir?

utterance: Three bull dogs and One caucasian dog with two cats.

utterance: What are their weight size sir?

utterance: #em. My bull dogs weigh ninety pounds each, my caucasian dog weighs forty pounds while my two cats weigh thirty-five pounds each.

utterance: #em, How do you manage to keep them healthy.

utterance: I feed them well and take them to a veteniary doctor once in twice in a month.

utterance: That's quite commendable sir.

utterance: You have my credit card details right?

utterance: Yes sir.

utterance: oh! Okay. Kindly deduct the insurance fee for my pets from my credit card.

utterance: Do you need help with any other thing sir?

utterance: #em, nothing for now.

utterance: Thanks for choosing Rivertown Insurance mister Brian. Do have a lovely day sir.

utterance: Thank you. Bye!

utterance: Bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to cancel the automatic billing of my account. I tried to cancel it on your website but couldn't. I guess I have to make a phone call to cancel it.

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

utterance: My name is Dennis Dillion.

utterance: Okay, Dennis as your first name and Dillion as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's six six six one.

utterance: Six six six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, six six six one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said six six six one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is twenty eight of October, nineteen sixty five.

utterance: twenty eight of October, nineteen sixty five right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: okay.

utterance: Alright. May I know if this cancellation will be temporary or permanent?

utterance: I want a temporary cancellation. I cannot handle the current billing of my account at the moment but will surely get back to you when I'm ready.

utterance: Okay. Before I proceed with a temporary cancellation, may I know if you have suggestions on how we can serve you better?

utterance: Well, I have no problem with the automatic billings, I just can't handle it at the moment. But I think your company should really consider looking into the ridiculous charges that's being deducted along with the automatic billings. It's just too much and too frequent.

utterance: We're very sorry for the inconveniences. We will surely look into that.

utterance: Please do.

utterance: Alright. Please feel free to contact us whenever you have any sort of complaints or suggestions.

utterance: I'll do that.

utterance: Okay. Please hang on while I proceed with the temporary cancellation sir.

utterance: Okay.

utterance: I'll proceed to cancel your billings temporarily on the system. Do you confirm cancellation?

utterance: Yes please, you can proceed.

utterance: Alright.

utterance: Yep.

utterance: Okay done. Your plan is now cancelled.

utterance: thanks.

utterance: Thanks for contacting us.

utterance: Thaks for the help.

utterance: Yeah. Bye.

utterance: Bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: I checked my credit card transaction history, and it was billed twice last week.

utterance: Okay. Sorry for inconvenience that might cause. May I have your first and last name please?

utterance: My name is Luis Baird.

utterance: Okay, Luis as your first name and Baird as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Yeah. It's seven seven seven one.

utterance: Seven seven seven one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Yes, that's right.

utterance: Sure. My date of birth is October sixth, nineteen eighty one.

utterance: June eleven, nineteen sixty one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Alright. Please provide me the claim number of the incident?

utterance: Alright two two four five.

utterance: Two two four five.

utterance: Five five zero six.

utterance: Five five zero six.

utterance: Seven seven.

utterance: Seven seven.

utterance: Yeah.

utterance: You said two two four five five five zero six seven seven.

utterance: Exactly.

utterance: We're sorry about the inconvenience this might have caused you.

utterance: It's Okay, Have you detected the cause?

utterance: Yes I've done that and I promise to rectify the issue within twenty four hours.

utterance: Okay thanks.

utterance: So sorry about the incident sir. Do you have any other thing you need some help with?

utterance: No. That will be all for now.

utterance: Do have a great day sir.

utterance: Thanks.

utterance: Bye sir.

utterance: Bye.


utterance: Hello. How are you doing? I would love to change my insurance plan.

utterance: You will need to provide few of your details for identification sir.

utterance: Okay.

utterance: I would love you to provide your first name, last name, phone number, date of birth, Social Security Number and answer to security question.

utterance: Whew! You call these few details? This is a lot.

utterance: In no time, We'll be done sir. Firstly, let's start with your first name.

utterance: Derek.

utterance: Is it spelt as D.E.R.I.C.K?

utterance: No, It is spelt as D.E.R.E.K.

utterance: Noted sir.

utterance: What next?

utterance: Your last name sir?

utterance: Rodriguez.

utterance: Derek Rodriguez right sir?

utterance: Yes please.

utterance: What's your phone number sir?

utterance: Two Zero Nine.

utterance: Two Zero Nine.

utterance: Seven Zero Eight.

utterance: Seven Zero Eight.

utterance: Seven Nine Zero Six.

utterance: Seven Nine Zero Six.

utterance: Two Zero Nine Seven Zero Eight Seven Nine Zero Six.

utterance: Well captured sir.

utterance: What's next?

utterance: Just a minute sir.

utterance: Alright.

utterance: Can you provide your date of birth details sir?

utterance: July Four, Nineteen Eighty Two.

utterance: July Four, Nineteen Eighty Two. Is that right sir?

utterance: Yes please.

utterance: Can I have your Social Security Number sir?

utterance: Is it the nine digit number?

utterance: Yes sir. It's a nine digit number.

utterance: Five Six Seven Eight Two.

utterance: Five Six Seven Eight Two.

utterance: One Six Eight Four.

utterance: Five Six Seven Eight Two One Six Eight Four Is that right mister Derek?

utterance: Yes you are.

utterance: What's your security answer sir?

utterance: I can't remember my security answer. What am I going to do?

utterance: What's your mother's maiden name sir?

utterance: Her maiden name is Webster.

utterance: That's correct sir.

utterance: Any more details for identification?

utterance: Your details have been verified sir.

utterance: I would love to upgrade my home owner insurance plan.

utterance: Okay sir. Just a minute sir.

utterance: I just secured a property in California and I recently moved in with my family.

utterance: Whoa! That's great. Congratulations sir.

utterance: Thank you.

utterance: From your record sir, you were on Home preferred plan before. You would love an upgrade to Home complete plan right?

utterance: Exactly.

utterance: The Home Complete plan costs Two thousand dollars per year sir.

utterance: That's quite affordable. I would also love to know if I can change my address on the mobile app instead of calling the helpline.

utterance: Yes you can sir. Do you need help with it sir?

utterance: No thank you. I'll update my information on the app.

utterance: How do you want to go about the payment sir?

utterance: You have my credit card details right?

utterance: Just a minute sir to check for your credit card details.

utterance: It's fine.

utterance: We have your credit card details sir.

utterance: You can deduct the bills directly from my account on a monthly basis.

utterance: Alright sir. Your plan has been successfully changed. Is there any other thing you would love me to do for you?

utterance: That would be all for now. Thanks for the help.

utterance: Thanks for choosing Rivertown Insurance sir an we hope you enjoy your new home. Do have a lovely day sir.

utterance: Thank you. Have a lovely day as well.

utterance: Bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to Pay Bill into my account. I tried to do it on your website but couldn't. I guess I have to make a phone call to do it.

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

utterance: My name is Christina Davis.

utterance: Okay, Christina as your first name and Davis as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth ma.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's six six six one.

utterance: Six six six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, six six six one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said six six six one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is July seven, nineteen eighty six.

utterance: July seven, nineteen eighty six.

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Alright. May I know the bill period?

utterance: That's one month ago.

utterance: Okay. You'll need to provide your credit card details for the payment.

utterance: Well, I have no problem with that.

utterance: Please proceed with the card number.

utterance: Four five three two.

utterance: Four five three two.

utterance: Two eight seven zero.

utterance: Two eight seven zero.

utterance: Three three zero two.

utterance: Three three zero two.

utterance: Eight eight three zero.

utterance: Eight eight three zero.

utterance: Yep.

utterance: Expiration date and the cvv.

utterance: Expiration date is twelve, twenty twenty five.

utterance: Twelve, twenty twenty five.

utterance: CVV is seven seven one.

utterance: Seven seven one.

utterance: Yes.

utterance: Can I go on with the payment of the bill?

utterance: Yes please do.

utterance: Okay a moment ma.

utterance: Alright.

utterance: Your bill has been paid successfully.

utterance: Okay, thanks.

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

utterance: No, that will be all for now.

utterance: Thanks. Do have a great day!

utterance: Thanks. Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, how are you doing today?

utterance: I'm fine. Thank you. And you?

utterance: I'm good too.

utterance: So how may I help you sir?

utterance: I wanted to ask if I could change my password on the website or if I have to make a call before changing it.

utterance: Well, I can help you with your password reset here but you can also do it yourself on the website.

utterance: Oh! Alright. I think definitely need to know how to do that.

utterance: Yes sir. I'll need your first name and last name to help with your password reset.

utterance: My name is Richie Collins and my email address is richie collins at gmail dot com.

utterance: Thank you sir, Richie, Collins....Just to confirm, is Richie spelled with r. i. c. h. y?

utterance: No, it is r. i. c. h. i. e.

utterance: r. i. c. h. i. e. Okay. I'll also be needing your date of birth, phone number and your social security number.

utterance: Just because I want to reset my password, you are asking me for this much information. Why must everything be so complicated with customer care services? Please just make it quick because I don't have all day.

utterance: Please bear with us sir. We need this information to help you with your password reset. It'll be over before you know it.

utterance: It's okay. Let's just get on with it.

utterance: Thank you for your understanding sir. You can go on.

utterance: my date is birth is September third, nineteen seventy nine.

utterance: Okay. You said September third, nineteen seventy nine right?

utterance: Yep, that's right.

utterance: Kindly go on sir.

utterance: what were the other information you requested for?

utterance: Your phone number and your social security number sir.

utterance: Okay. My phone number is one two two four five.

utterance: One two two four five.

utterance: Five five two one six.

utterance: Five five two one six.

utterance: Yep, that's right.

utterance: Okay. one two two four five five five two one six, is that correct?

utterance: Yep, that's right. Please what else do you need? I don't have all day.

utterance: Just a moment sir.

utterance: mhm.

utterance: Okay. Can I have your social security number sir?

utterance: just a second please. I think I wrote it somewhere h-here.

utterance: Sure, please take your time.

utterance: Okay. My social security number is three three one.

utterance: Three three one.

utterance: Four five two.

utterance: Four five two.

utterance: Six one two.

utterance: Six one two.

utterance: Yep, that's it.

utterance: Okay, three three one four five two six one two, is that correct?

utterance: sorry, my social security number actually ends with six one three not six one two.

utterance: okay, you said three three one four five two six one three, is that correct?

utterance: Yes, that's correct.

utterance: Okay, Just a moment please.

utterance: mhm.

utterance: Okay. Lastly I'll need you to give an answer to the security question in order to confirm the ownership of this account.

utterance: Jeez, just go on.

utterance: Okay. What's your mother's maiden name?

utterance: My mother's maiden name is Pendragon.

utterance: that's correct.

utterance: Of course it's correct. Don't you need to verify my email? Isn't that what I really need for password reset? You're are just asking me random questions here and wasting my time.

utterance: I was just about to ask that sir. I'm so sorry for the inconvenience. Kindly provided your email address sir.

utterance: Jeez, I thought I told you my email address earlier and you still ask me to provide it? What's all these?

utterance: I just need to confirm it sir. You said your email address is richie collins at gmail dot com. Is that correct?

utterance: mhm. Yes, it is.

utterance: Just a moment please. I need to verify your email on the system because your reset link will be sent there.

utterance: sorry what reset link has been sent to my email? I haven't received any reset link.

utterance: (laughter), the reset link hasn't been sent. I said the reset link will be sent to your email.

utterance: Oh! Okay.

utterance: Email verification is successful.

utterance: Okay. So what's next?

utterance: a reset link will be sent to richie collins at gmail dot com shortly.

utterance: Alright.

utterance: Kindly click on the link and reset your password.

utterance: Okay. Is that all?

utterance: Yes sir, is there anything else I can help you with?

utterance: Well, I thought this conversation will be very short. I need to know how to reset my password on the website so that I wouldn't have to call the customer care service again. My wife also needs a password reset. I'll be able to help her with it. Just explain it to me.

utterance: Alright sir. It's very easy.

utterance: Okay. Please go on.

utterance: In order to reset your password, you need to click on your profile icon.

utterance: Please hold on. I need to get something I can write on.

utterance: Okay. Take your time sir.

utterance: please go on. You said I need to click on my profile icon right?

utterance: Yes, that's correct.

utterance: okay. And then what??

utterance: After clicking on that, you'll see a password reset icon below your profile picture.

utterance: a password reset icon below my profile picture? Okay. Please go on.

utterance: Okay. You just need to click that account then it'll lead you to where you'll change your password.

utterance: o-okay. Is that all?

utterance: a password reset link will be sent to your email address just like I said earlier.

utterance: A link will be sent to my email. Okay, got that.

utterance: Okay sir. So you can change your password from there.

utterance: Alright. Thank you.

utterance: Thanks for your patience sir. Is there anything else I can help you with?

utterance: definitely not, I think that will be all for now.

utterance: Thank you for contacting us sir.

utterance: Thanks for your help.

utterance: Please feel free to let us know about any complaints or suggestions you might have for us to help serve you better.

utterance: huh, after wasting so much of my time? I think you really need to work on time management.

utterance: We'll definitely work on that sir. Do have a nice day sir.

utterance: You too.

utterance: Thanks once again sir, bye!

utterance: Bye bye!


utterance: Hello, this is Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to add dependent of my account.

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

utterance: #en, My name is John Billing.

utterance: Okay, John as your first name and Billing as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is two two right?

utterance: It should be eight digits long.

utterance: Oh! yes, it is.

utterance: Good. Could you please read that number to me?

utterance: Yeah. It's six six six one.

utterance: Six six six one.

utterance: Three four four four.

utterance: Three four four four.

utterance: Yep, that's right.

utterance: Okay, six six six one three four four four, is that correct?

utterance: Oh! Sorry, it actually ends with three four four five not three four four four. I thought I saw four.

utterance: Okay. No worries sir. You said six six six one three four four five right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is June sixth, nineteen seventy one.

utterance: June sixth, nineteen seventy one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Alright. May I know if the relationship of the dependent is with you?

utterance: She's my spouse.

utterance: Okay. May I know her first and last name?

utterance: Her name Diane Magret.

utterance: Okay Diane as the fine name and Magret as the last name?

utterance: Yes.

utterance: Kindly provide me her birth date.

utterance: Okay, a moment please let me ask her.

utterance: Take your time sir.

utterance: It's December thirty first, nineteen eighty nine.

utterance: Yes.

utterance: Kindly provide me a short description of the health condition of the dependent.

utterance: She is healthy and doesn't have any history of illness.

utterance: Okay. Can I proceed with the adding of the dependent?

utterance: Please do.

utterance: The dependant is successfully added.

utterance: thanks.

utterance: Yea, do I have any other thing to do for you?

utterance: No, that will be all for now.

utterance: Alright thanks for your call sir. Do have a great day sir!

utterance: Thanks and you too.

utterance: Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hey I would like to my home address.

utterance: Okay ma'am. I can help you with that.

utterance: That's good.

utterance: Before I proceed, we have to verify your identity.

utterance: Sure, no problem.

utterance: May I have your first name and last name ma'am?

utterance: My is Jessica Barber.

utterance: Thanks you ma'am. May I have your birthdate.

utterance: #Um, my birthdate is July fifth, nineteen fifty five.

utterance: July fifth, nineteen fifty five. Good, just a moment.

utterance: Next I need your customer identity number.

utterance: Customer identity number?

utterance: Yes, you can find this number on your account page in our website.

utterance: #Uh okay, give me a moment.Let me look for it.

utterance: Sure, take your time.

utterance: Customer number, eight digit long?

utterance: Yes exactly, could you read that number to me?

utterance: Yeah, it's three three six.

utterance: Three three six.

utterance: Five zero seven.

utterance: Five zero seven.

utterance: Forty-five.

utterance: Forty-five.

utterance: Yep, that's it.

utterance: Okay, three three six five zero seven forty five, is that correct?

utterance: Yes, that's right.

utterance: Good. Ma'am when did the address changes occurred or will occur?

utterance: Well, it occurred last month.

utterance: Oh, okay ma'am.

utterance: Yeah.

utterance: Can you provide the old and new address ma'am.

utterance: #Uh okay.

utterance: What's your old address?

utterance: Four eight five Penn street, St Louis.

utterance: Okay ma'am, and now your new address?

utterance: It's now nine seven eight Ingram road, Burlington.

utterance: Nine seven eight Ingram road, Burlington, right?

utterance: Yes, that's correct.

utterance: Alright, before I proceed to change your address, may I know the reason for the change.

utterance: #Um, nothing much really. It been a decade has been living in Penn street, so I think I need a change of environment.

utterance: Hmmm. that's cool.

utterance: Yeah.

utterance: Thanks you for your the info, ma'am. Since the new address is provided, do you confirm the change?

utterance: Yes, I confirm to change it.

utterance: Alright, please hang on ma'am, I will proceed to change your address in the system.

utterance: Yeah, sure.

utterance: Okay done.Your address has been changed.Is there anything else I can help you with?

utterance: Thanks! that's it. Thanks for your help!

utterance: Thank you so much ma'am. Have a nice day.

utterance: Yeah, Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown Insurance customer care service. How may I help you?

utterance: Good morning. How are you?

utterance: I'm fine ma'am and you?

utterance: I'm fine as well.

utterance: How may I help you ma'am?

utterance: mister Brian Hogwart who just recently insured his pets referred me to your insurance company.

utterance: #em, That's so nice of mister Brian.

utterance: I hope your rates are quite affordable though.

utterance: Sure ma'am. We offer the best rates in town.

utterance: [Laughter] how sure are you?

utterance: mister Brian wouldn't have referred you to us if he wasn't impressed with our rates and services ma'am.

utterance: That's a valid point there. So how does it work?

utterance: We have two plan types for pet insurance ma'am.

utterance: I lost two of my Eskimo dogs three weeks ago. It was such a tragic loss. I can't afford to lose my Terrier dog again.

utterance: Oh! I'm so sorry for the loss of your dogs ma'am.

utterance: So can you tell me more about the pet insurance plan?

utterance: Sure ma'am. We have the petcare basic plan and the petcare preferred plan.

utterance: Okay. What are their differences and rates?

utterance: Petcare Basic plan costs five hundred dollars per year while Petcare preferred plan costs one thousand dollars per year.

utterance: Quite affordable. So how do each of them operate?

utterance: The Petcare Basic plan covers twenty five per cent veteniary services while the petcare preferred plan offers fifty percent of veteniary costs and also cover accident and illnesses.

utterance: Whoa! That's amazing. So which one should I go for?

utterance: I would advise you go for the Petcare preferred type ma'am. It covers a lot of expenses for your pet.

utterance: Alright. So how do I go about it?

utterance: I'll need to take down some of your details ma'am. What's your first and last name ma'am?

utterance: Deborah David. My phone number is Two One Three Seven Nine Eight Seven Eight Two Two.

utterance: Can you call your phone number again ma'am?

utterance: Two One Three Seven.

utterance: Two One Three Seven.

utterance: Nine Eight Seven.

utterance: Nine Eight Seven.

utterance: Eight Two Two.

utterance: What's your date of birth ma'am?

utterance: September Two, Nineteen Ninty.

utterance: What's your Social Security Number ma'am?

utterance: Six Three One.

utterance: Six Three One.

utterance: Three Two.

utterance: Three Two.

utterance: Nine Seven Six Zero.

utterance: Kindly provide the answer to your security question ma'am.

utterance: Moreno.

utterance: You want to insure just one dog. Is that right ma'am?

utterance: Yes for now.

utterance: What is the breed of your dog ma'am?

utterance: It's a male terrier dog.

utterance: What is the weight of your dog ma'am?

utterance: He weighs Ninety pounds.

utterance: That's an healthy dog you have. What's his name?

utterance: Ray.

utterance: Does he have any health challenge ma'am?

utterance: Not at all. He's the healthiest dog I've ever seen. I love him so much.

utterance: That's so sweet. I also have a bull dog that means everyting to me.

utterance: Whoa! Dogs are so adorable.

utterance: What's his age?

utterance: He's twenty four months old.

utterance: Just a minute please.

utterance: Alright. So how do I go about it?

utterance: I've successfully registered your pet. Is there any other thing you would love me to help you with?

utterance: That will be all for now. Thanks for helping out.

utterance: Thanks for choosing Rivertown Insurance ma'am. Do have a lovely day ma'am.

utterance: Bye.

utterance: Bye.

utterance: Bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to cancel the automatic billing of my account. I tried to cancel it on your website but couldn't. I guess I have to make a phone call to cancel it.

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

utterance: My name is John Hopkins.

utterance: Okay, John as your first name and Hopkins as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's six six six one.

utterance: Six six six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, six six six one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said six six six one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is October sixth, nineteen eighty one.

utterance: October sixth, nineteen eighty one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: mhm.

utterance: Alright. May I know if this cancellation will be temporary or permanent?

utterance: I want a temporary cancellation. I cannot handle the current billing of my account at the moment but will surely get back to you when I'm ready.

utterance: Okay. Before I proceed with a temporary cancellation, may I know if you have suggestions on how we can serve you better?

utterance: Well, I have no problem with the automatic billings, I just can't handle it at the moment. But I think your company should really consider looking into the ridiculous charges that's being deducted along with the automatic billings. It's just too much and too frequent.

utterance: We're very sorry for the inconveniences. We will surely look into that.

utterance: Please do.

utterance: Alright. Please feel free to contact us whenever you have any sort of complaints or suggestions.

utterance: I'll do that.

utterance: Okay. Please hang on while I proceed with the temporary cancellation sir.

utterance: mhm.

utterance: I'll proceed to cancel your billings temporarily on the system. Do you confirm cancellation?

utterance: Yes please, you can proceed.

utterance: Alright.

utterance: Yep.

utterance: Okay done. Your plan is now cancelled.

utterance: thanks.

utterance: well, I would also like to know if you offer any kind of Pet insurance. I love pets so much and I think it's only fitting that I insure them.

utterance: Yes, we do. Would you like to know the types of pet insurance plans we offer?

utterance: Sure. Go on please. I can't wait to get Cassie insured.

utterance: Cassie?

utterance: Oh! That's my dog's name. Please go on.

utterance: Okay. So we offer two types of pet insurance.

utterance: uh-uhn.

utterance: We have the Petcare Basic which costs five hundred dollar per year.

utterance: Okay.

utterance: The other one is Petcare Preferred which cost one thousand dollars per year.

utterance: Alright. Thanks! #Um, I'll be in touch as soon as I'm ready to do that. And I've been introduced to quite a few insurance companies that offer pet insurance and It seems yours is a little bit expensive compared to others.

utterance: please you would have to bear with us for now. We always try to offer the best possible service to our customers but your observation is noted sir.

utterance: Well, please do that. I'll be considering other options too and I'll be going for the one I think is best for me.

utterance: Duly noted sir. Thank you so much sir. Is there anything else I can help you with?

utterance: one last thing please.

utterance: okay.

utterance: I got an email around last week that automatic billings will now include charges as from next month. I don't quite understand that. Please can you explain to me?

utterance: Oh! That's true. The company needs to deduct this charges for general maintenance and regular update of the website. Sorry for any inconvenience.

utterance: Alright. But I hope these extra charges of your won't be a burden.

utterance: It definitely won't be a burden sir. We will make sure it's as low as possible.

utterance: Alright.

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

utterance: No, that will be all for now.

utterance: Thank you for contacting us sir.

utterance: Thank you too.

utterance: Do have a great day!

utterance: You too. Bye!

utterance: Bye!


utterance: Hello, this is Myra with Rivertown Insurance.

utterance: Hi there, Myra. How are you today?

utterance: I'm doing well, thank you for asking. How are you?

utterance: I'm great.

utterance: That's good to hear. And how can I help you today?

utterance: Well I'm calling today to change my address on my account.

utterance: Sure, I can definitely help you with that. Can you tell me your name?

utterance: Uh-huh, I'm Susan Louis.

utterance: Thank you. And what's your birth date?

utterance: It's November third, nineteen seventy nine.

utterance: Okay, and what is your customer number?

utterance: Oh I don't know.

utterance: If you can access the website it will be the number under your name when you've logged in.

utterance: #Uh I don't have an online account, and I can't access the internet at the moment.

utterance: That's fine, I can get some other information from you instead.

utterance: Oh, good.

utterance: Can I get your social security number and your phone number?

utterance: Yep. My social is five six five eight two three two nine seven, and

utterance: Great, thank you. And your phone number?

utterance: Right, it's fi-five six three eight two two nine seven two six.

utterance: And what is your mother's maiden name?

utterance: Martin.

utterance: Thanks. So, you need to change your address, correct?

utterance: Yeah. I'm moving across the country next month for a new job.

utterance: Oh, congratulations.

utterance: Thank you, I'm excited.

utterance: To confirm, your current address is three oh two Yew Street, unit six, Chicago, Illinois, six oh six oh four?

utterance: Yes, that's right.

utterance: Okay, and what will your new address be?

utterance: #Uh it's three zero two Coyote Way, Apartment five zero four, Phoenix, Arizona.

utterance: Getting away from the cold, I see.

utterance: Exactly. It'll be a big change.

utterance: #Um what's the zipcode for your new address?

utterance: Oh! Sorry. It's eight five zero zero nine.

utterance: Great, thanks. And what's the official date for your address change?

utterance: August twenty first is the date I'm moving. Does that matter?

utterance: Yes, your policy information will switch over then, since location affects your rates.

utterance: Really? How?

utterance: Smaller cities and towns have less risk. Weather and climate can also affect rates. Even the state you live in can raise or lower your premium.

utterance: Huh, well that's great to know. I grew up in Chicago, and I've never lived anywhere else.

utterance: Yeah, it can make a bit of a difference. Due to the weather in Chicago and the hazards of a big city, your rates will likely go down in Phoenix.

utterance: Will that just be for my auto policy or my renter's policy, too?

utterance: Both, actually. Location affects both types of policy. You'll be paying less.

utterance: Yay! #Uh do you know how much less?

utterance: #Um I can get a quote put together for you.

utterance: I'd love to get a quote.

intents: GetQuote GetQuote

utterance: Would you prefer to have an agent call you or email the information?

utterance: Email, please.

utterance: Great, I'll put in that quote request now and it should be processed within a few days.

utterance: Okay, thank you. No rush, I have time, but that would definitely be helpful to know.

utterance: Of course. Is your email still louis.susan at cookcountyhealth.org?

utterance: Yes, for now. Guess I'll have to change that with you guys later, too, when I get a new work email.

utterance: Well you can always call, or you can make account changes online or on our app.

utterance: Guess I could've done this address change online too, huh? I'm not as tech savvy as I should be.

utterance: It's no problem. You can make those changes online, but we're happy to help you in whatever way is most convenient for you.

utterance: Thanks, I appreciate it.

utterance: You're welcome.

utterance: Oh before I forget, will my life insurance policy also be affected by my move?

utterance: #Um you know that's a good question, I'm not sure. Give me a moment to find out.

utterance: Don't worry about it if it's too much trouble.

utterance: No, it's not a problem! I'm here to help.

utterance: Well, thank you.

utterance: Okay so it looks like your life insurance will be unaffected. Geography apparently doesn't affect premium rates for that kind of policy.

utterance: We both learned something today.

utterance: We did! #Um also, some states have different rules regarding life insurance, so you may have some other changes to your policy.

utterance: Like what?

utterance: There are different rules about refunds, late payment grace periods, and who qualifies as a beneficiary.

utterance: How do I get more information about that?

utterance: One of our agents in Phoenix would be the best option to give you specifics on any local changes.

utterance: How can I find an agent in Phoenix?

utterance: You can check search by location on the website, or I can find someone for you now and have them contact you.

utterance: Oh yeah, if you can find me an agent that would be great.

utterance: Sure. Using your Phoenix address it looks like your nearest agent would be a Nick Martinez, and we have a few other agents in the city.

utterance: #Uh th-the nearby guy is fine.

utterance: Okay. I'll send him an email with your information so he can contact you once you've moved.

utterance: Wonderful, thank you, you've been so helpful.

utterance: My pleasure. So, is there anything else you need help with today, Miss Louis?

utterance: Oh, is there nothing else I need to do for the address change? Do you need proof or anything?

utterance: No, that's all, you're good to go on that. But I can answer any other questions you might have.

utterance: This will sound stupid and I know I've taken up so much of your time.

utterance: It's fine, I'm here to help.

utterance: Then can you tell me what I need to create an online account? I'd like to be able to handle stuff online going forward.

utterance: Sure. You'll just need to access the new user page on our website and put in an email address and your customer number.

utterance: Where can I find that? You said earlier it's online right?

utterance: Yes, but if you have any billing statements you can also find it there.

utterance: I do have some, I'll just need to dig them out.

utterance: It'll be an eight digit number.

utterance: Okay, thanks. Will the login for the website also work with the app?

utterance: It sure will. You can make changes to your personal information and policies online going forward.

utterance: Alright, I'll sign up as soon as I can.

utterance: Perfect. So just to go over what we've covered today, your address change is pending on the site and on August twenty first your old address will be removed.

utterance: Okay, great.

utterance: I've also got a life insurance and auto quote processing for you to find out your new premiumiss and I've emailed Nick Martinez about helping you out in Phoenix.

utterance: Yep, that all sounds good.

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

utterance: No, you've done more than enough. Thank you so much for all your help.

utterance: You're very welcome. When our call ends if you stay on the line there'll be a short survey you can do about the service you received today.

utterance: I'll definitely do that. Your name is Myra, right?

utterance: Yes.

utterance: Thank you again, Myra.

utterance: Thank you, ma'am. I hope your move goes well. Have a good day!

utterance: Thanks! You, too. Bye now.

utterance: Bye bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to remove one of dependant in my account. I tried to do so on your website but couldn't. I guess I have to make a phone call for you to help.

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

utterance: My name is Timothy Gomez.

utterance: Okay, Timothy as your first name and Gomez as your last name?

utterance: Yes.

utterance: Okay, I'll also need your date of birth sir.

utterance: My date of birth is May twenty two, nineteen fourty one.

utterance: May twenty two, nineteen fourty one.

utterance: yes.

utterance: Kindly provide your phone number and social security number sir?

utterance: Phone number two one six.

utterance: Two one six.

utterance: Six one seven.

utterance: Six one seven.

utterance: Zero seven three five.

utterance: Zero seven three five.

utterance: Yes.

utterance: The SSN sir.

utterance: What's SSN?

utterance: Social Security Number.

utterance: Oh! That's three zero one two four nine three three two.

utterance: Three zero one two four nine three three two.

utterance: Yes, that's right.

utterance: Perfect. May I know the answer to your security question please?

utterance: Sure. My mother's maiden name is Adkins.

utterance: Adkins.

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Alright. Please provide me with your policy number?

utterance: What will you need that for?

utterance: Okay. To know the plan you enrolled in.

utterance: Well, is it those ten digit number?

utterance: Yes exactly.

utterance: Two two one one.

utterance: Two two one one.

utterance: Three zero one two.

utterance: Three zero one two.

utterance: Five nine.

utterance: Five nine.

utterance: Yes.

utterance: Now kindly tell me the dependant name.

utterance: Her name is Sarah Gomez.

utterance: Okay Sarah as the first and the last as Gomez.

utterance: Yes.

utterance: May I know if I can proceed with the dependant removal?

utterance: Yes please do.

utterance: Okay wait a moment.

utterance: okay.

utterance: The dependant as been removed successfully.

utterance: Thanks.

utterance: May I know if I can do anything else for you?

utterance: No that's all for now.

utterance: Alright do have a great day!

utterance: Thanks and you too.

utterance: Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown customer service my name is Florence how many I help you?

utterance: My name is Kelvin.

utterance: Okay mister Kelvin how may I help you Sir?

utterance: I will like to create an account with your company.

utterance: Okay sir mister kelvin if I hear you well Sir you said you will like to create an account with us.

utterance: Yes. So what are the things I will need?

utterance: Okay Sir. A phone number and an Email and also your your card details if you want to link it with your account from start.

utterance: Okay. I have everything available but I don't want to link my card details with it for now.

utterance: Okay sir. Please spare a minute to open a tab for you sir.

utterance: Okay no problem. # mister Florence how is your day going?

utterance: Fine sir. Can we start now sir?

utterance: #Hm yes.

utterance: Okay sir please can you tell me the name you want to use for your account?

utterance: Jose Kelvin.

utterance: Okay sir. Please can you give a number you want to link with your account?

utterance: #Hm Six zero one two hundred three seven six four.

utterance: Six zero one two hundred three seven six four is that it sir.

utterance: Yes it is.

utterance: Okay sir. I am still with you sir.

utterance: Okay mister Florence.

utterance: Okay sir. Can you please provide a valid Email for your account sir?

utterance: Josekelvin at gmail dot com.

utterance: Okay Josekelvin at gmail dot com.

utterance: Yes.

utterance: Please sir is there accent on the e ending Jose?

utterance: Sorry what is accent?

utterance: Like a mark at the head of the Letter E sir.

utterance: Not at all.

utterance: Can you please produce Your address sir.

utterance: #Em Seven one eight Reppert Coal Road Jackson.

utterance: Okay Sir. A three digit code will be sent to the number you drop now please provide the number Sir.

utterance: #Um no message for now.

utterance: Okay sir it will be sent anytime.

utterance: A message has been sent just now.

utterance: Okay sir. Can you please produce the three digit code Sir?

utterance: #Um Nine four eight.

utterance: Nine four eight.

utterance: Yes.

utterance: Okay sir. Should I still omit the card details for now?

utterance: #Hm yes.

utterance: Okay sir. Can you please give a username for your account?

utterance: Kelv two six six.

utterance: Kelv two six six sir?

utterance: Yes.

utterance: Okay. Can you please suggest a password sir?

utterance: Jose at sixty six.

utterance: Okay sir.

utterance: Will that be all.

utterance: #Er the last thing is your birthday sir I forget to feel it then so I will have to do it now sorry about that. Can you please tell me your birthday sir?

utterance: Okay. January ten nineteen seventy three.

utterance: Okay sir. Is it January ten nineteen seventy three sir?

utterance: Yes it is.

utterance: Okay sir. Your account details will be sent to the Email you provide earlier sir.

utterance: No problem.

utterance: Will you like to know more about our service Sir?

utterance: #Hm don't worry I am familiar with them. It is okay here for now.

utterance: Okay sir. if you have any other issue please contact us sir.

utterance: Okay no problem.

utterance: Thanks sir. Have a nice day mister Kelvin.

utterance: And you to mister Florence.

utterance: Please sir a message will be sent after this call for rating please kindly drop your ratings sir.

utterance: Okay no problem. Bye.

utterance: Bye Sir.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I would like to enroll in an insurance plan. A friend of mine who is also your customer told me I could do it on your website but I had issues with that. I guess I have to make a call to enroll.

utterance: Sure thing. I can help you with that. May I have your first name and last name please?

utterance: Well, actually I'm new and I don't have an existing account.

utterance: Oh! Okay. You'll have to create an account first then.

utterance: okay. How do I do that?

utterance: I'll help you with creating an account. You don't have to worry about that.

utterance: Ok. That's good.

utterance: So I'm going to be asking a few things from you which I will input directly into the system.

utterance: Alright. I just hope I'll be able to answer them.

utterance: Of course you would. They are just basic information. You don't have to worry.

utterance: Oh! Okay. Now that's reassuring.

utterance: Perfect. What's your first name please?

utterance: It's Maria Carrie.

utterance: Okay. Maria as your first name and Carrie as your last name. Is that right?

utterance: Yes, that's correct.

utterance: Hold on while I input it into the system. just to confirm, is Carrie spelled c. a. r. r. i. e.?

utterance: Yes that right.

utterance: Okay. May I have your phone number please?

utterance: My phone number is one one two two.

utterance: One one two two.

utterance: Three three four.

utterance: Three three four.

utterance: Five two four.

utterance: Five two four.

utterance: Yep, that's it.

utterance: Okay, one one two two three three four five two four. Is that correct?

utterance: Yes, that's right.

utterance: Perfect. Now you are going to choose a security question of your choice.

utterance: Alright. How do I choose that?

utterance: It's very simple. We have five security questions you could choose from. You just have to pick one of the five.

utterance: okay. What are they? actually while going through the website, I came across those security questions.

utterance: Okay, that's good. So which one are you going to choose as your security questions?

utterance: I think I'll go with the name of my first pet. My first pet was Brownie. She was such a wonderful dog. It's sad she died the way she did.

utterance: Oh! So sorry about that.

utterance: Thank you.

utterance: You're welcome ma. Now can you provide your date of birth and your street address?

utterance: My date of birth is December third, nineteen eighty nine.

utterance: Okay. December third, nineteen eighty nine. Is that correct?

utterance: Yep, that's right.

utterance: Just a moment. Okay. Kindly provide your street address too.

utterance: my street address is two fifty Boston avenue.

utterance: Alright. just a moment. You said two fifty Boston avenue. Is that right?

utterance: Yes, that right. I think this is taking too much time. I thought I would be done as fast as possible but it's taking too long.

utterance: So sorry for the inconvenience. I'll try my best to make it quick as possible.

utterance: Alright. just get on with it. What's the next question please?

utterance: Okay. May I have the name of your city please?

utterance: The name of my city is San Carlos, California.

utterance: Okay. your city is San Carlos while your state is California. Is that right?

utterance: Yes, that's right.

utterance: Just a moment please.

utterance: mhm.

utterance: o-okay. Can I have your Zip code and Social security number please?

utterance: My zip code is nine two two one two.

utterance: Nine two two one two. Is that correct?

utterance: Oh! my zip actually ends with three. Nine two two one three not nine two two one two.

utterance: Nine two two one three. Is that right?

utterance: Yes, that correct. Thank you.

utterance: Perfect. Now that your account has been successfully created, let's continue with enrolling you in the plan of your choice.

utterance: Alright.

utterance: So we have different types of insurance plans. Do you need me to brief you on them?

utterance: Not really, I have a plan in mind.

utterance: O-okay, So what plan do you have in mind?

utterance: I will like to enroll in the condo plan but I don't know how much it'll cost me. I actually tried to check on the website but I couldn't.

utterance: Well, I can help with that.

utterance: Okay. Please go on.

utterance: We have two types of condo plans.

utterance: okay.

utterance: The first is the basic plan which costs five hundred dollars per year and the condo preferred plan which costs six hundred dollars per year.

utterance: Okay. Well, I think I would prefer the condo preferred plan.

utterance: Perfect. That plan costs six hundred dollars per year??

utterance: Yes, I know.

utterance: Please hold on while I enroll you in the condo preferred plan.

utterance: Alright.

utterance: I'll enroll you right away. Do you confirm enrollment?

utterance: Yes, I do.

utterance: Okay, done. Now I will like you to take note of the day of your enrollment in the condo preferred plan.

utterance: okay.

utterance: So, today is July twenty ninth, two thousand and twenty one. Please make sure you take note of this. Do you confirm?

utterance: Yep. July twenty ninth, two thousand and twenty one. Got it.

utterance: Okay. Now you'll have to pay a sum of six hundred dollars. The procedure of payment is on the website.

utterance: Please can't you just do it here. It has taken forever to enroll and you want me to still visit your website to pay for enrollment?

utterance: Kindly bear with us. We have your best interest at heart. We want to protect your personal information as much as we can.

utterance: Oh! that's actually true. Just tell me how do go about it.

utterance: Of course. It's actually very easy.

utterance: Mhm, please go on.

utterance: All you need do is visit our website, login using your first name as your username and last name as your password.

utterance: please hold on. I think I need to write it down.

utterance: Take your time.

utterance: O-ok. You said I should login using my first name as username and last name as my password right?

utterance: Yes, that correct. Then from there you can create a new password if you like.

utterance: Okay. Got that. What do I do next?

utterance: Then you can make payment by clicking on the make payment icon.

utterance: Okay. I'll click on the make payment icon. Got it.

utterance: Then you have two options. You either make payment directly from your bank or through your credit card.

utterance: Okay. alright. Is that all?

utterance: Yes, that's all. Is there anything I can help you with?

utterance: Definitely not. I think that's all.


utterance: Hello, thanks for calling Rivertown Insurance Customer Care Service. How may I be of help to you?

utterance: Good morning, I would love to change my address.

utterance: Can you provide details of your first name and last name?

utterance: My first name is Isabella.

utterance: What's your Last name?

utterance: Williams.

utterance: What is your phone number?

utterance: Two Zero One.

utterance: Two Zero One.

utterance: Five Four Three.

utterance: Five Four Three.

utterance: Seven Nine Seven Zero.

utterance: Seven Nine Seven Zero.

utterance: Two Zero One Five Four Three Seven Nine Seven Zero.

utterance: Confirmed.

utterance: what other information do you need?

utterance: Your date of birth.

utterance: January Sixteen Nineteen Eighty Nine.

utterance: January Sixteen Nineteen Eighty Nine right?

utterance: Yes. I don't have all day can you please be fast about this?

utterance: We're sorry ma. Just a few more details and we're done.

utterance: whew! A few more details? I don't have all day.

utterance: Please call out your Social Security Number.

utterance: five four Five.

utterance: five Four Five.

utterance: Four Four Five.

utterance: Four Four Five.

utterance: Nine Five One.

utterance: Noted. What's the answer to your security question?

utterance: Elena.

utterance: When do you intend changing address?

utterance: I just moved to a new environment.

utterance: That's nice. Hope you're enjoying your new environment?

utterance: yep! It's a lovely place.

utterance: Can you provide details of your old address?

utterance: Two Two Six Two Kerry Way, Whittier, California.

utterance: Just a minute please.

utterance: Alright. Should I repeat myself?

utterance: No, thanks.

utterance: Is there a way I can update my information on the website?

utterance: What information is that?

utterance: I don't want to waste so much time calling the customer care centre, #em, I want to do some other things on my account profile.

utterance: Oh! You mean the self service option on the mobile app? I can help you with that.

utterance: Oh! Okay.

utterance: What's your new address?

utterance: Three Five Nine Nine Diane Street.

utterance: Please go on.

utterance: Oxnard, California.

utterance: I have sucessfully updated your address information.

utterance: Please help out with what I asked about earlier.

utterance: To use the self service care, You will need to log in on your browser with your log in details.

utterance: Just a minute please. I need to write the procedures down.

utterance: Oh! It's fine.

utterance: Okay, I've logged in. What next?

utterance: On the top right hand corner, You'll see different options to choose from.

utterance: I've seen a lot of options to explore. This will help me save time.

utterance: Is there any other thing you would love me to help you out with?

utterance: No, that would be all for now.

utterance: Thanks for calling. Do have a lovely day.

utterance: Thanks for wasting my time. You need to work on your time management.

utterance: We're so sorry about that ma'am. We'll work on serving you better.

utterance: Okay. Bye!

utterance: Bye.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, how're you doing?

utterance: I'm fine. How may I help you?

utterance: I will like to get the policy number of the planed I enrolled in. I tried doing that on your website but I couldn't.

utterance: Okay, may I know your first name and your last name?

utterance: Yes, my first name is Paul and the last Cobb.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's seven seven seven one.

utterance: Seven seven seven one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, seven seven seven one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said seven seven seven one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is Feburary tenth, nineteen fourty one.

utterance: Feburary tenth, nineteen fourty one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Okay.

utterance: Alright. May I know the plan you enrolled in?

utterance: I enroll in life insurance plan.

utterance: Okay.

utterance: Yes.

utterance: Kindly wait while I generate the policy number for you sir.

utterance: Please do.

utterance: Alright I'll start calling the policy number now.

utterance: Alright.

utterance: One five two four.

utterance: Okay.

utterance: Zero zero four four.

utterance: Nine five.

utterance: Yep.

utterance: Can you call it for confimation?

utterance: One five two four.

utterance: Yes.

utterance: Zero zero four four.

utterance: Yes sir. Go on.

utterance: Nine five.

utterance: Okay good that's the policy number.

utterance: Thanks so much I really do appreciate.

utterance: May I know if there is anything I will do for you again?

utterance: No, that will be all for now.

utterance: Thanks for your call. Do have a great day!

utterance: Thanks and you too. Bye!


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

utterance: Hi, I would like to create an account.

utterance: That's great.To create an account, I need some information about you.

utterance: Okay, sure.

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

utterance: My name is Timothy Jackson.

utterance: Thank you sir.

utterance: Yeah.

utterance: Can I have your phone number?

utterance: Okay, four zero one.

utterance: four zero one.

utterance: four six zero.

utterance: four six zero.

utterance: eighty nine two nine.

utterance: eighty nine two nine.

utterance: Yep that's it.

utterance: Okay, four zero one four six zero eighty nine two nine, is that correct?

utterance: Yes, that's right.

utterance: Next we need your mother's maiden name.

utterance: her maiden name is Brewton.

utterance: Alright.

utterance: Yep.

utterance: What's your best friend's name?

utterance: His name is Donald Collins.

utterance: Donald Collins?

utterance: Yes, that's correct.

utterance: What's your birthdate?

utterance: My date of birth is October ninth, nineteen fifty six.

utterance: October ninth, nineteen fifty six. Gotcha, just a moment please.

utterance: Okay.

utterance: What's your street address?

utterance: four eight nine Simpson street.

utterance: Alright.

utterance: That's right.

utterance: What state are you from?

utterance: That's Martinsville.

utterance: Oh okay, just a second.

utterance: Alright.

utterance: What's your city.

utterance: Illinois.

utterance: Thank you sir.

utterance: Sure.

utterance: Now may I have your zip code.

utterance: zip code?

utterance: Yes.

utterance: one nine five two six.

utterance: Did you say that's one nine five two two six or one nine five two six?

utterance: It's one nine five two six.

utterance: Okay sir, next we need your social security number.

utterance: I think I can't fully remember but just a second please.

utterance: Sure, take your time.

utterance: Oh I got it now.

utterance: Okay, can you read the numbers to me?

utterance: four zero nine.

utterance: four zero nine.

utterance: fifty two.

utterance: fifty two.

utterance: two zero two zero.

utterance: two zero two zero.

utterance: Yeah, that's right.

utterance: Thank you for the info, sir.

utterance: Yeah.

utterance: Please hang on sir. I will proceed to create your account.

utterance: Yeah, sure.

utterance: Okay done. Congratulations, your account is successfully created.

utterance: Thank you.

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

utterance: Thanks! I think that's it?

utterance: Alright sir.

utterance: Thanks for your help.

utterance: You are welcome.

utterance: Thank you sir, have you good day.

utterance: Thanks, and you too.

utterance: Bye!

utterance: Bye!


utterance: Good morning, Thanks for calling Rivertown Insurance. How may I help you?

utterance: I would love to cancel one of my insurance plans with your company.

utterance: I'll need some of your details for identification ma'am.

utterance: Which of my details do you need?

utterance: What's your first and last name ma'am?

utterance: Veronica Lowther.

utterance: What's your mobile phone number ma'am?

utterance: Two Five Six.

utterance: Two Five Six.

utterance: Six One Zero.

utterance: Six One Zero.

utterance: Four Nine Zero Five.

utterance: Two Five Six Six One Zero Four Nine Zero Five. Is that right ma'am?

utterance: huh. That's right.

utterance: Can I have the details of your birth date ma'am?

utterance: I was born on April Two, Nineteen Seventy.

utterance: Can I have your social security number details ma'am?

utterance: Four Two Three.

utterance: Four Two Three.

utterance: Zero Three Zero.

utterance: Zero Three Zero.

utterance: Two Zero Two.

utterance: Two Zero Two.

utterance: Kindly reconfirm the social security number again.

utterance: Four Two Three Zero Three Zero Two Zero Two. Is that right ma'am?

utterance: Yes. That's correct.

utterance: Your Security Answer ma'am?

utterance: I can't remember my security answer.

utterance: What's the name of your first pet?

utterance: Billie.

utterance: That's incorrect ma'am.

utterance: it's Jason.

utterance: That's also incorrect ma'am.

utterance: I can't seem to remember. What do I do?

utterance: I'll help you reset your security question ma'am.

utterance: Oh! That's so kind of you.

utterance: I'd ask you a few questions. Kindly pick the question you can easily remember or write out the question in a notebook.

utterance: kindly hold on, let me go get a pen and book.

utterance: Alright ma'am.

utterance: What are the questions?

utterance: What's your mother's maiden name, the name of your high school, the name of your childhood best friend?

utterance: My Mother's maiden name is Hobdy.

utterance: That's your new security question and answer ma'am.

utterance: Is there a way I can solve this without calling the helpline?

utterance: Yes ma'am. We have a one stop app for all your needs ma'am.

utterance: How does it work?

utterance: I'll help you with that as soon as we are done solving this issue. Can I have your policy number ma'am?

utterance: Three One Seven.

utterance: Three One Seven.

utterance: Four Six Six Two Zero.

utterance: Three One Seven Four Six Six Two Zero right ma'am?

utterance: Yes, That's right.

utterance: Which of your insurance plans do you want to cancel ma'am?

utterance: I want to cancel my automobile insurance plan.

utterance: What plan type were you on ma'am?

utterance: The complete automobile plan.

utterance: if I may ask, why do you want to cancel your automobile insurance plan?

utterance: I recently ran out of job and I have a lot of bills to offset.

utterance: Oh! I'm so sorry ma'am.

utterance: That's not all. My husband lost his job as well and he's earning a meagre salary.

utterance: That must have been a lot for you to handle. I'm so sorry ma'am. How are you holding up ma'am?

utterance: I've been doing some menial jobs and I work three shifts, I had to sell my car to offset some of the bills.

utterance: Once again I'm sorry ma'am.

utterance: So how do I go about cancelling my insurance plan?

utterance: We'll remove that plan on your list of insurance and also remove it from your bills ma'am.

utterance: Thanks so much. You said I can do anything on the mobile app right?

utterance: Yes you can ma.

utterance: How will I go about it?

utterance: You need to dowload the app on IOS store and sign up for it ma'am.

utterance: What's the name of the app?

utterance: It's called Rivertown app.

utterance: yep! I just saw on my IOS store. I'll download it later.

utterance: Is there any other thing you would love me to help you with?

utterance: That would be all for now. Thanks for your time.

utterance: Thank you for choosing Rivertown Insurance ma'am.

utterance: Thanks for your understanding and help.

utterance: Do have a lovely day ma'am. Bye!

utterance: Bye!


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

utterance: Good morning. How are you?

utterance: I'm fine sir. How may I help you sir?

utterance: I want to do few stuffs on the mobile app but I can't seem to navigate my way through it.

utterance: I can help you with it sir. However, what particular help do you need sir?

utterance: That's so lovely of you.

utterance: You can count on us to solve all of your insurance related problems sir.

utterance: [Laughter]. You sound so confident. Well, I need to update my payment preference.

utterance: I'll need some of your details for identification sir.

utterance: What details to be precise?

utterance: What's your first and last name sir?

utterance: Matt James. My email address is Jamesmatt at gmail dot com.

utterance: What's your phone number sir?

utterance: Seven Two Zero Four.

utterance: Seven Two Zero Four.

utterance: Zero Zero Two Nine.

utterance: Zero Zero Two Nine.

utterance: Four Eight.

utterance: Seven Two Zero Four Zero Zero Two Nine Four Eight right?

utterance: Yes that's my mobile phone number.

utterance: Captured. Next is your date of birth sir.

utterance: I was born on the Seventh day in the month of January Nineteen Sixty Five.

utterance: January Seventh Nineteen Sixty Five right sir?

utterance: Exactly.

utterance: What's your social security number sir?

utterance: Is that the number written at the top right hand corner of the mobile app?

utterance: No sir. Can you see the nine digits number at the top bottom of the app.

utterance: Just a minute please. My eyes are blurry. I need to get my glasses.

utterance: Alright sir.

utterance: You said it's written at the top bottom of the app?

utterance: Yes sir. It's a nine digit number. Can you see it sir?

utterance: uh-huh. I can see it.

utterance: Can you read it out sir?

utterance: Five Two Two Five.

utterance: Five Two Two Five.

utterance: Nine Four Six.

utterance: Nine Four Six.

utterance: Six Three.

utterance: What's your policy number sir?

utterance: I can't seem to remember my policy number. Is it also on the app?

utterance: Yes it is sir. You can find it on your personal information icon on the app.

utterance: Gotcha! The eight digit long number there right?

utterance: Yes sir. Could you please call the numbers out for me?

utterance: Sure. Two One One Four.

utterance: Two One One Four.

utterance: Three Five Five Three.

utterance: Two One One Four Three Five Five Three. Is that right sir?

utterance: Of course it is.

utterance: Could you please tell me the answer to your security question?

utterance: Morse. That's my mama's maiden name.

utterance: She has such a nice name.

utterance: Thank you.

utterance: From our records, I can see that you were paying directly to us from your bank account sir.

utterance: Yes that's right. I don't want to default in payment hence the need to update my payment preference.

utterance: The payment option left now is by deducting it directly from your credit card sir.

utterance: I'm fine with it.

utterance: Could you please provide your credit card number sir?

utterance: I need to go get my credit card. Give me a minute please.

utterance: #em. It's fine sir.

utterance: Yup! Four Five Three Two.

utterance: Four Five Three Two.

utterance: One Eight Two Seven.

utterance: One Eight Two Seven.

utterance: Four Six Five Three.

utterance: Four Six Five Three.

utterance: Seven Eight Four Nine.

utterance: Seven Eight Four Nine..

utterance: Have you confirmed it?

utterance: Yes sir. Could you please provide details of the expiration date sir?

utterance: Zero One Twenty Twenty Four.

utterance: Gotcha! Next is your credit card CVV sir.

utterance: Six Zero Zero.

utterance: Your credit card has been succesfully added sir. Do you need help with any other thing sir?

utterance: None for now.

utterance: Alright sir. Thanks for choosing Rivertown Insurance sir. Do have a lovely day sir.

utterance: Thanks for the help, Have a lovely day. Bye.

utterance: Bye sir.


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I need to reset the password to my account. I tried changing it on your website but I couldn't.

utterance: Okay. I can do that for you. May I have your name please?

utterance: My name is Samuel Smart.

utterance: Okay, Samuel is your first name and Smart is your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's four four six one.

utterance: four four six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, six six six one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said six six six one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is October sixth, nineteen eighty one.

utterance: October sixth, nineteen eighty one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: May I have your phone number?

utterance: One two three four.

utterance: One two three four.

utterance: Nine eight eight six seven.

utterance: Nine eight eight six seven.

utterance: Yes.

utterance: You said one two three four nine eight eight six seven.

utterance: Yes exactly.

utterance: Okay. Please can you kindly provide me the security number sir?

utterance: That should be zero zero five zero.

utterance: Zero zero five zero.

utterance: Yes.

utterance: Alright.

utterance: Yep.

utterance: Kindly tell me your security question.

utterance: That is my childhood nickkname, which is Smart.

utterance: S. m. a. r. t. right?

utterance: Exactly.

utterance: I just sent a link to your email with which you can change your password.

utterance: Thanks.

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

utterance: No, that will be all for now.

utterance: Thank you for contacting Rivertown Insurance.

utterance: Thanks for your help.

utterance: Do have a great day!

utterance: You too. Bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to file health claim in my account. I tried to file health claim it on your website but couldn't. I guess I have to make a phone call to file health claim.

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

utterance: My name is Nelson Paul.

utterance: Okay, Nelson as your first name and Paul as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth sir.

utterance: just a second.

utterance: Sure, please take your time.

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Yeah. It's nine nine six one.

utterance: Nine nine six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, nine nine six one four four four three, is that correct?

utterance: Okay. No worries sir. You said nine nine six one four four four two right?

utterance: Yes, that's right.

utterance: Sure. My date of birth is July sixth, nineteen eighty one.

utterance: July sixth, nineteen eighty one right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: Alright. May I know the group number?

utterance: four four four three.

utterance: Okay.

utterance: Yea.

utterance: Insured person and his or her relationship to you.

utterance: One person and she's my spouse.

utterance: Additional insurance whether the person is co-insured or has dual coverage?

utterance: Co-insured.

utterance: Okay. Why the customer visited the doctor, e.g., an injury from work, accident, yearly checkup?

utterance: An injury from work.

utterance: Kindly provide the email address to receive the form link.

utterance: Okay, that is nelsonpaul at yahoo dot com.

utterance: Alright.

utterance: Yep.

utterance: Provide me the name of the doctor.

utterance: His name is Isreal Mount.

utterance: The total amount of bill from the hospital or service provider?

utterance: well, It is one thousand eight hundred and eighty dollars.

utterance: Okay. The amount that the customer has already paid. The insurance company needs this to calculate the remaining amount.

utterance: Okay she has paid eight hundred dollars.

utterance: The email you said is valid and the link will be sent to it.

utterance: okay.

utterance: Can I proceed with confirmation of the health file claim?

utterance: yeah.

utterance: Your file health claim has been successfully logded and it will be available to access.

utterance: Okay. Thanks.

utterance: May I know if there is anything I can do again for you?

utterance: No that will be all for now.

utterance: Thanks for your call. Do have a great day!

utterance: Thanks and you too. Bye!

utterance: Bye!


utterance: Good afternoon, thank you for calling Rivertown Insurance, my name is...

utterance: I don't need to know your name, just get me to a manager immediately.

utterance: I'll be happy to transfer you, ma'am, as soon as my manager is out of her meeting. Can I attempt to assist?

utterance: No, I've been through this with that awful girl - was her name Ashley? Yea, Ashley. She hung up on me. She said she was "transferring me" and I have worked phone banks before and ...

utterance: Yes, ma'am, that can be very frustrating, when you feel like someone is purposefully putting your concerns aside.

utterance: When I feel like? How do you explain how rude she was? She hung the phone up on me!

utterance: Well, I can't speak for her, but I have some notes from - Ashley? Oh, Sarah.

utterance: Yes, Sarah, that rude little piece of work.

utterance: I don't know her that well. Maybe she is. I'll keep my eye on her.

utterance: You better, working in an office of women. Apologize to Ashley for me.

utterance: It's like it never happened, I can assure you.

utterance: Oh, good. Now about my complaint...

utterance: Yes, it says that you paid too much out of pocket with this last accident? You believed that...

utterance: Right, my deductible is only $five zero zero, and I paid almost $two five zero zero over three months!

utterance: There were other fees. Yes, your deductible on the damage done to your car - is it fixed yet?

utterance: Yes, yes, like it's brand new except for a huge accideent that idiot caused when he ran the red light.

utterance: Well, good, glad you've got it back. But there were additional damages that you were held liable for.

utterance: Like what?

utterance: You are being held liable for medical expenses, for property damage to his car, to the neighbor's mailbox - it was a pretty good accident you had.

utterance: It was his fault! Why am I paying - medical expenses? I didn't go to the hospital.

utterance: It appears he did, and there was quite a work up done.

utterance: He was lying on the ground faking pain in his shoulder. You should have seen him - rolling around the ground screaming in Spanish. I mean is he even here legally?

utterance: That does not affect our responsbility to cover him in the case of accident caused by our members.

utterance: I told you already - he ran the red light! It was his fault.

utterance: Ma'am, as my customer, I believe what you are saying is the truth as best you know.

utterance: Yes, thank you.

utterance: You've got to take blame with the police. It's their judgment and their reports that we base our final decisions on.

utterance: I can just go back to the police station and tell them I didn't do it, and then you will refund me? Is that what you're saying.

utterance: No, ma'am, when you got in the accident, did they give you a ticket?

utterance: I don't know. They handed me a bunch of stuff. It's probably still in my purse.

utterance: Why don't you look real quick and see if you have it.

utterance: One moment.

utterance: Take your time

utterance: I don't know which is which. There's all sorts of little slips of paper. Here's the dry cleaners. Oh, damn. I was supposed..

utterance: Ma'am, the point is, when you find it, there should be information on how to contest the judgment. If that the court overrules the judgment of the police at the scene, then...

utterance: The courts? I have to go in front of judge?

utterance: ...if the court overrules the police on the scene, you can resubmit the ruling for reconsideration. At that time...

utterance: This could take months!

utterance: Yes, ma'am, once you are vindicated in court, we will be able to then consider refunding some of the deductibles and liabilities. Except there is one small problem, I'm afraid...

utterance: All $two zero zero zero !

utterance: He was uninsured.

utterance: So he won't be able to pay.

utterance: We would then go after him for the total amount for both cars, the medical care, and the property damage.

utterance: So?

utterance: I'm just explaining the process. But, yes, it would take several months. Maybe upwards of a year depending on the complexity of forensic evidence.

utterance: A year? Mister, I am eight seven years old, I could be dead in a year!

utterance: It looks like we have an additional fee for your legal coverage that comes as part of your premium insurance policy - our Diamond Members are covered very well.

utterance: Experience, insurance, and respect - my father said those were the only good things about getting old.

utterance: I wouldn't know, ma'am, I'm two four. I have none of them.

utterance: You'll get there. Tell me about the legal fee - and how much would the claim be if I didn't have insurance.

utterance: It's actually a "good neighbor" benefit we add on to our Diamond Memberships. You - and, in this case because he is uninsured, the victim here - get legal insurance up to one zero hours of legal protection at two five percent above the average rate for the area you live in.

utterance: Both of us?

utterance: Both of you. Uninsured drivers are usually behind financially. That's the good neighbor part.

utterance: What if I waive that? I have a lawyer on retainer.

utterance: Of course. If you waive the legal coverage, since it has already been expenses, his coverage increases to one five hours at +five zero percent of the regional average cost.

utterance: So I've already paid for it, and he benefits...

utterance: If you choose to pursue legal action against him, yes.

utterance: Isn't that hurting you guys?

utterance: Ma'am, we're here to make sure everyone is safe and protect people's financial investments as best as we can. If everyone's bankrupt, there are no more customers.

utterance: How are my rates affected at fault?

utterance: Your monthly responsibility will go up by $two .three two .

utterance: $two four a year? And $two five zero zero?

utterance: Yes, ma'am, plus the legal fee.

utterance: Waive the legal fee. Give the man the coverage. If I come for him he'll need it.

utterance: Yes, ma'am.

utterance: Are there any more surprise fees coming? Any other surprises coming down?

utterance: No, ma'am.

utterance: So, for $two four a year and $two five zero zero, and he pays nothing for an accident where you claim I was at fault but has no real effect on me except the inconvenience..

utterance: Exactly.

utterance: Thank you for your time, I'll consider all this. I didn't catch your name.

utterance: If I told you my name was Sarah, would you write a thank you note?

utterance: I wouldn't be able to address it to anyone else.

utterance: Sarah, and John.

utterance: Have a good day, "Sarah and John." Strange name. Very well, have a good week.

utterance: Yes, ma'am. Have a good one.


utterance: Hello, thanks for calling Rivertown Insurance customer care service. How may I help you?

utterance: Good morning. How are you?

utterance: I'm fine sir and you?

utterance: I'm cool.

utterance: How may I help you sir?

utterance: My friend told me you have an insurance package for pets.

utterance: Yes we do sir.

utterance: I checked your website and discovered your rates are overly pricey.

utterance: Sure sir. Your findings are absolutely correct. We have the best rates in town.

utterance: True that.

utterance: Many thanks to your friend who told you about Rivertown insurance company.

utterance: How does it work?

utterance: We have two plan types for pet insurance sir.

utterance: I have three dogs but one is currently down with rabies and I don't want to lose her.

utterance: Oh! I hope she's recuperating fast enough?

utterance: Not really. Can you tell me more about the pet insurance plan?

utterance: Sure sir. We have the petcare basic plan and the petcare preferred plan.

utterance: Okay. What are their differences and rates?

utterance: Petcare Basic plan costs five hundred dollars per year while Petcare preferred plan costs one thousand dollars per year.

utterance: Good rates I must say. So how do each of them operate?

utterance: The Petcare Basic plan covers twenty five per cent veteniary services while the petcare preferred plan offers fifty percent of veteniary costs and also cover accident and illnesses.

utterance: Whoa! That's amazing. So which one should I go for?

utterance: I would advise you go for the Petcare preferred type sir. It covers a lot of expenses for your pets.

utterance: Alright. So how do I go about it?

utterance: I'll need to take down some of your details sir. What's your first and last name sir?

utterance: Samuel Tyler. My phone number is Two Three One Seven Eight Nine Seven Two Two Eight.

utterance: Can you call your phone number again sir?

utterance: Two Three One Seven.

utterance: Two Three One Seven.

utterance: Eight Nine Seven.

utterance: Eight Nine Seven.

utterance: Two Two Eight.

utterance: What's your date of birth sir?

utterance: January Two, Nineteen Eighty Nine.

utterance: What's your Social Security Number sir?

utterance: Three One Six.

utterance: Three One Six.

utterance: Two Five.

utterance: Two Five.

utterance: Nine Zero Seven Six.

utterance: Kindly provide the answer to your security question sir.

utterance: Myles.

utterance: How many dogs do you want to insure sir?

utterance: One for now.

utterance: What is the breed of your dog sir?

utterance: It's a bull dog.

utterance: What is the weight of your dog sir?

utterance: He weighs Seventy pounds.

utterance: I hope your dog recovers soon sir. What's his name?

utterance: Lyon.

utterance: Will you love to insure your remaining dogs soon?

utterance: I'm not so sure it's going to be soon but I'll definitely insure them.

utterance: Alright sir.

utterance: My dogs mean everything to me.

utterance: What's his age?

utterance: He's twenty two months old.

utterance: Just a minute please.

utterance: Alright.

utterance: I've successfully registered your pet. Is there any other thing you would love me to help you with sir?

utterance: That will be all for now. Thanks for helping out.

utterance: Thanks for choosing Rivertown Insurance sir. Do have a lovely day sir.

utterance: Bye.

utterance: Bye.


utterance: Hello, this is Rivertown insurance customer service. How may I help you?

utterance: Hi, I'd like to enroll a plan on my account. I tried to enroll after creating an account it on your website but couldn't. I guess I have to make a phone call to enroll.

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

utterance: My name is Kristine Streater.

utterance: Okay, Kristine as your first name and Streater as your last name?

utterance: Yes.

utterance: Okay, I'll also need your customer number and your date of birth ma.

utterance: just a second.

utterance: Sure, please take your time.

utterance: Customer number, which exactly is the customer number? I'm not really sure.

utterance: Your customer number is the string of numbers above your profile picture.

utterance: Oh! right, I got it. The customer number is four four right?

utterance: It should be eight digits long.

utterance: yes, it is.

utterance: Good. Could you read that number to me please?

utterance: Yeah. It's six six six one.

utterance: Six six six one.

utterance: four four four three.

utterance: four four four three.

utterance: Yep, that's right.

utterance: Okay, six six six one four four four three, is that correct?

utterance: Oh! Sorry, it actually ends with four four four two not four four four three. I thought I saw three.

utterance: Okay. No worries sir. You said six six six one four four four two right?

utterance: Yes, that's right.

utterance: Perfect. May I have your date of birth please?

utterance: Sure. My date of birth is Decenber sixth, nineteen eighty two.

utterance: December sixth, nineteen eighty two right?

utterance: Yep, that's right.

utterance: Okay, just a moment please.

utterance: mhm.

utterance: Alright. May I know your social security number?

utterance: That is five zero five zero.

utterance: Okay, you said five zero five zero.

utterance: Yes.

utterance: Kindly provide me the answer to your security question.

utterance: That is my Mother's maiden name.

utterance: Exactly sir.

utterance: Her name is Ekstrom.

utterance: Okay, Ekstrom.

utterance: Yes.

utterance: Kindly tell me about the plan you want to enroll.

utterance: I would like to know if you offer any kind of Pet insurance. I love pets so much and I think it's only fitting that I insure them.

utterance: Yes ma. We do.

utterance: Tell me more about it.

utterance: We have the Petcare Basic which costs five hundred dollar per year.

utterance: Okay.

utterance: The other one is Petcare Preferred which cost one thousand dollars per year.

utterance: Is that all?

utterance: Yes ma.

utterance: Sure. Go on please with Petcare Basic.

utterance: Alright ma.

utterance: How can I make payment?

utterance: You will provide me your credit card details ma.

utterance: Okay, I'm using visa card.

utterance: That's not a problem.

utterance: Four five three two.

utterance: Four five three two.

utterance: Six seven five nine.

utterance: Six seven five nine.

utterance: Zero five zero zero.

utterance: Zero five zero zero.

utterance: Seven five five three.

utterance: Seven five five three.

utterance: Yes.

utterance: What is the Expiration date?

utterance: Four twenty twenty six.

utterance: Four twenty twenty six.

utterance: What us your Credit card cvv ma?

utterance: That's zero four six.

utterance: Yes.

utterance: You've successfully enroll in plan with us ma.

utterance: Thank you.

utterance: Do have a great day!

utterance: You too.

utterance: Bye!

utterance: Bye!