utterance: Good morning Rivertown Insurance, this is Stephen speaking.How can i help you?

utterance: Good afternoon. My name is Albert Noel.

utterance: Alright mister Albert. How May I help you sir.

utterance: Yea....I am having issues trying to login into my account on your website.

utterance: oh!sorry about that mister Albert.

utterance: Not a problem.

utterance: what was the response when you try to login Sir.

utterance: Incorrect username or passsword.

utterance: uh-oh! Okay sir.

utterance: So complicated right?

utterance: huh! not at all sir.

utterance: Okay good to hear that. I would be glad if can be resolved.

utterance: It will definitely be resolved sir.

utterance: It okay.

utterance: Which of the information are you sure is correct sir?

utterance: oh! you mean?

utterance: Username or passsword.

utterance: Okay. I am sure the Username is right.

utterance: Alright....good.

utterance: Thank you.

utterance: I will need you to give me the Username ma.

utterance: Ok. Albertnoel at Rivertown.

utterance: Alright mister Albert I would need to run a check on your account sir.

utterance: Alright. no problem take your time.

utterance: Moment please.

utterance: I am with you.

utterance: Okay sir. please can i have your full name sir?

utterance: You mean first and last name?

utterance: Sure, yes Sir.

utterance: Okay, Albert Noel.

utterance: Please can you spell the last name.

utterance: Alright. N. o. e.l.

utterance: I will need your policy number too.

utterance: uh-oh! few seconds please, I will need to get my file folder.

utterance: No problem sir. take your time.

utterance: Sorry for taking time. I just moved into a new apartment.

utterance: wow!...that's cool.

utterance: Yea. this is it. one nine three one eight five four nine one.

utterance: I will repeat the numbers for confirmation sir.

utterance: Alright, go ahead.

utterance: That is right.

utterance: I am still working on your account please.

utterance: Thank you. sir.

utterance: My pleasure.

utterance: Good.

utterance: Hold on sir. while I finalise my check.

utterance: No problem.

utterance: The Username is actually correct sir.

utterance: Bravo. good to hear that.

utterance: At this juncture mister Albert It's either I help you with the password recovery from the system over here............or.

utterance: Okay,...I am with you.

utterance: Or I will help you generate the password reset link and you finish it yourself.

utterance: uh-oh!

utterance: Are you there sir?

utterance: Yea...since I have you online. I would allow you help me recover the password from your system.

utterance: All good Sir. I will need you to answer the following questions in the process of password recovery.

utterance: Okay.

utterance: Moment please.

utterance: um! oh okay.

utterance: Can i have your home address Sir.

utterance: I will have to give you the old address right?

utterance: It has to be the one you entered during registration sir.

utterance: Okay, One harvey circle, Macomb, Illinois. three four three two eight three.

utterance: Okay. got it Sir.

utterance: good.

utterance: Your phone number sir?

utterance: if i am not mistaken...you said five zero eight two five one seven eight zero nine.

utterance: correct.

utterance: Okay.lastly the last four digits of your social security number.

utterance: five one four two.

utterance: Got it.

utterance: Alright sir.

utterance: A moment please.

utterance: No problem. I am with you.

utterance: Please hold on sir while I actualize the operation.

utterance: -uh, okay.

utterance: uh-oh! done sir. Password recovered successfully.

utterance: Oh! great one.

utterance: Yes ma...the password is a, y, three, one, three, X, y, z.

utterance: I am writing it down...a second please.

utterance: Okay, sir. take your time.

utterance: Okay, i am reading it to you for confirmation. a, y, three, one, three, X, y, z.

utterance: Correct sir.

utterance: Good....yea.

utterance: So....you will be able to login to your account with this password now...

utterance: Alright.....thanks.

utterance: Thereafter....you can now change it to a password of your choice.

utterance: oh! good....Thanks very much for your time.

utterance: You are always welcome..As a loyal customer that you are, we are always at your service. is there any other thing I can help you with Sir?

utterance: uh-oh! as a matter of fact....now that I have you online....um!... none for now.

utterance: Okay Sir... good to hear that and thanks for your patronage sir.

utterance: You are welcome. Enjoy the rest of the day.

utterance: and you too sir.

utterance: Bye.

utterance: Bye Sir.


speaker_role: Agent

utterance: Good afternoon Rivertown Insurance, this is Maria speaking, how can I help you?

speaker_role: Customer

utterance: yes I have an existing policy with Rivertown insurance and I was wondering if you could help me on how I can add to it for better productivity.

utterance: Okay, yes I can help you. could I first get your name and your policy number please?

utterance: Sure, you sound very nice.

utterance: #whew, thanks.

utterance: #lets make it fast right away.

utterance: That's no problem, I understand.

utterance: have a place to visit, can we make it faster?

utterance: Right here with you.

utterance: Okay, you ready?

utterance: Yes.

utterance: my name is Jack Smith.

utterance: mister Smith if am right?

utterance: Smith, that name has been an inspiration to me since childhood.

utterance: #Whao, they might have been a reason for your parent name you that awesome name.

utterance: Sure.let's process it fast.

utterance: Could you provide me with your policy number?

utterance: already prepare all my documents in a particular place.

utterance: #Whao, that's good it will make our work earlier.

utterance: #eee, here we go, three four two eight nine two one four seven.

utterance: Okay, let me repeat that back to you, two nine three eight two three eight two nine.

utterance: That's cool.

utterance: -oh am on it.

utterance: Very good.

utterance: Okay, thank you mister Jack we move from here.

utterance: No problem .

utterance: Okay, one last thing, could you please verify your mother's maiden name for me please?

utterance: Sure, Clark.

utterance: very good and also i will like to request for the last four digits of your social security number?

utterance: Nine two three one.

utterance: -huh very good. Okay, let me go ahead and verify your details name real quick, give me one second.

utterance: sure.

utterance: On it.

utterance: That's correct.

utterance: Not a problem, I have that verified it for you, can we proceed to adding another package to your current one?

utterance: yeah, I had a few questions about a homeowner's policy. You offer that right?

utterance: Yes sir, we do.

utterance: Okay, right so I've got an automobile policy and I want to add up a life insurance.

utterance: That's great news.

utterance: I've had the same policy for years and it never hurts to look around once in awhile, right? .

utterance: Thats right.sir .

utterance: Good.

utterance: Yes sir. .

utterance: Let me pull that up for you.

utterance: No problem, I was looking at your plans online and thought it would be great to have it all in one place.

utterance: We appreciate your business, so do you know which policy you would be interested in quoting?

utterance: sure one second. Should I wrote it down, let me find it. Found it.

utterance: Take your time.

utterance: Am doing that now.

utterance: I completely understand, believe me.

utterance: Okay, okay, I believe it is called home complete if I'm not mistaken.

utterance: That's correct, great choice mister Jack.

utterance: Seemed the best option for me.

utterance: Yes sir, okay the annual premium for a home complete policy would be two thousand dollars per year, but Sir I will like recommend the whole life insurance for you which runs for one thousand eight hundred dollars per year.

utterance: Okay.

utterance: This policy includes our highest coverage and lowest deductibles, it's a great policy.

utterance: Wow, really? #yay that's a good bit lower than what I've been paying annually.

utterance: That's great.

utterance: I should've shopped around years ago but I have a tendancy to let time get away from me.

utterance: I'm right there with you. .

utterance: The older you get the quicker time passes they say. Whoever they are. .

utterance: I got you off track, sorry about that, go ahead. .

utterance: No problem, okay mister Jack, I'm glad to hear we might be able to help you save some money.

utterance: #mhm every little bit helps these days.

utterance: Yes sir, it does. #mhm.

utterance: So do you think you could email me that quote if I give you my email address?

utterance: Sure, I would be happy to do that, go ahead.

utterance: Okay, it is Jacksmith at gmail dot com.

utterance: Got it, easy enough.

utterance: I just wish I had made a shorter email address years ago. .

utterance: We all make that mistake, don't we?

utterance: You live, you learn, I guess.

utterance: Good point. Okay I've got that together for you and I will get it sent right over to you.

utterance: Great.

utterance: Consider it done. If you have any questions or need more information, you just call me or email me back at that address.

utterance: #oh Okay, that sounds great.

utterance: Serving you better is my priority, Anything for our loyal customers. Was there anything else I could help you with today?

utterance: As a matter of fact, while I've got you on the line.

utterance: Yes sir.

utterance: Could you tell me when my auto policy premium is due?

utterance: Sure, that is no problem. one second.

utterance: Sure, thanks for all your help.

utterance: It's my pleasure. okay that would be June first, I could attach a copy to the email as well, if you would like?

utterance: Yeah sure, great.

utterance: No problem, is there anything else I can help you with this afternoon?

utterance: No ma'am, I think that covers it for now. I really appreciate all your help.

utterance: Oh gosh, my pleasure mister Jack. If you have any further enquiries about us please do not hesitate to call, okay?

utterance: Okay, sounds great.

utterance: Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!

utterance: #mhm You do the same, thanks again.

utterance: Thank you for your patience.

utterance: Thank you.

utterance: You are welcome.

utterance: Thank you, bye.

utterance: Bye Bye.


utterance: Good Morning Rivertown Insurance, this is Sonya speaking, how can I help you.

utterance: Hi, good morning. I want to cancel my insurance plan.

utterance: Okay sure I can help with that. Can I have your first and last name please?

utterance: sure.

utterance: That's fine.

utterance: one moment.

utterance: That's no problem, I understand.

utterance: let me have a glass of water.

utterance: take your time sir.

utterance: Okay, you ready?

utterance: Yes sir, go ahead.

utterance: my name is Richard Jehu.

utterance: Thank you mister Jehu, just to confirm, is Jehu is spelled as?

utterance: J.e.h.u.

utterance: Alright. got it sir.

utterance: Good.

utterance: To cancel your plan could you provide me your policy number?

utterance: give me a moment. let me look for it.

utterance: Okay sir, take your time.

utterance: Four two nine two five one one two one.

utterance: Okay, let me repeat that back to you, Four two nine two five one one two?

utterance: You missed a one.

utterance: -oh one more time please.

utterance: Four two nine two five one one two one.

utterance: Okay, Sir I got it now.

utterance: No problem .

utterance: May I have your address?

utterance: Sure.

utterance: And your zip code?

utterance: Fifty five ST. John Bowen, Avenue.

utterance: -oh very good. Okay, let me go ahead and update your address real quick, give me one second.

utterance: sure.

utterance: Thank you sir, your zip code sir?

utterance: #huh, six four three one one.

utterance: I'll repeat the address for confirmation sir....Fifty five ST. John Bowen Avenue Illinois six four three one one.

utterance: yeah, that's correct.

utterance: Sir. I'll need your birth date also.

utterance: sorry, I am not having birthday today.

utterance: [Laughter], it is your date of your date of birth sir.

utterance: okay I thought you were asking me to celebrate my birthday.

utterance: No worries sir.

utterance: Yep my date of birth is September ninth, nineteen seventy there.

utterance: September ninth, nineteen seventy three, #huh just a moment please.

utterance: Mhm.

utterance: Alright. Before I proceed to cancel your plan, may I know the reason why you are cancelling?

utterance: it is, it just I found another insurance company and it seems that their plan has better coverage and cheaper.

utterance: Thank you for the info, sir. Would you mind telling is which company it is?

utterance: Eh, can we just go ahead and cancel it? I.... don't have time to explain that much.

utterance: just give me a minute. Okay, so after cancellation you won't be charged in the next billing period which starts June first this year.

utterance: okay.

utterance: Please #huh confirm the cancellation?

utterance: Yes, I confirm to cancel it.

utterance: That's no problem mister Sir.

utterance: That's good.

utterance: Alright. please hang on sir, I will proceed to cancel your plan in the system.

utterance: Yeah, sure.

utterance: Okay done. Your plan is now cancelled. is there anything I can help you with?

utterance: Wow, really? #huh, that's a good bit lower than what I've been paying annually.

utterance: That's good.

utterance: That will be good for me right?

utterance: Yes Sir.

utterance: And your policy plan is so affordable compared to others i saw online?

utterance: I think so Sir.

utterance: Still checking through now.

utterance: No problem, okay mister Vehu I'm glad to hear we might be able to help you save some money.

utterance: #huh you think so?

utterance: Yes sir, it will. #huh.

utterance: So do you think you could email me all the plans of your current policies if I give you my email address?

utterance: Sure, I would be delightful to do that, lets go ahead sir.

utterance: Okay, it is richardjehu at gmail dot com.

utterance: Got it, very easy enough.

utterance: Thank God I had made a shorter email address years ago. .

utterance: for easy remembrance right?

utterance: Very correct.

utterance: awesome. Okay I've got that together for you and I will get it sent right over to you.

utterance: Great.

utterance: #oh Okay, thats good.

utterance: My pleasure, sir. Anything for our loyal customers.is there anything else I could help you with today?

utterance: Yes sir?

utterance: Sure, that is no problem. one second.

utterance: Sure, thanks for all your time and understanding.

utterance: It's my pleasure. okay that would be October Second, I could attach a copy to the email as well, if you don't mind?

utterance: Yeah sure, great.

utterance: My pleasure mister Jehu. If you have any further questions please do not draw back to relate it to me, okay?

utterance: Awesome.

utterance: Thank you for being a esteemed customer of Rivertown Insurance. Enjoy the rest of your afternoon!

utterance: #mhm You do the same, thanks again.

utterance: Thank you for your time.

utterance: Today has been successful for me.

utterance: Great.

utterance: #whao, thanks.

utterance: Bye.

utterance: Thank you bye.


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

utterance: I want to cancel my insurance plan.

utterance: Hi, thanks for calling Rivertown Insurance customer service. I can help you?

utterance: I would like to cancel my insurance plan.

utterance: okay, could I have your first name and last name?

utterance: one moment.

utterance: That's no problem, take your time.

utterance: let me have a glass of water.

utterance: I understand sir.

utterance: Okay, you ready?

utterance: Yes sir, go ahead.

utterance: my name is Stone Benedict.

utterance: Thank you Stone Benedict, just to confirm is Bennedict spelled B.e.n.n.e.d.i.c.t.?

utterance: No it is B.e.n.e.d.i.c.t.

utterance: Got that Sir.

utterance: Good.

utterance: To cancel your plan could you provide me yourur policy number? you can find this number on your account page in our website.

utterance: give me a moment.

utterance: Sure, take your time.

utterance: Policy number, it is the string of number below my Profile picture?

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

utterance: Yes, one two three.

utterance: One two three.

utterance: Four nine three.

utterance: Four nine three.

utterance: two two one.

utterance: Two two one.

utterance: Yep, that's it.

utterance: Okay, one two three four nine three two two one.

utterance: Yep that's right.

utterance: perfect, may I have your address and zip code please?

utterance: sure.

utterance: Okay.

utterance: Yep, it is seventy eight Brooklyn Avenue, San Diego, California.

utterance: Okay. Your zip code?

utterance: #huh it is seven three oh oh oh.

utterance: For confirmation sir, seventy eight Brooklyn Avenue, San Diego California, seven three oh oh oh right?

utterance: #oh yep, very correct.

utterance: Next we need is your birth date?

utterance: sorry, what birthday? I am not having birthday today.

utterance: [Laughter] it is the date of your birth sir, we need the information to verify your identity.

utterance: #oh I thought you were asking me to celebrate my birthday.

utterance: That's no problem. I understand.

utterance: Yeah my date of birth is December the ten, ninety seventy four.

utterance: Alright. December the ten ninety seventy four oh gosh, just a minute.

utterance: mhm.

utterance: Okay, before I proceed to cancell your plan, may I know the why you are cancelling?

utterance: Eh, can we just go ahead and cancel it? I.... don't have time to explain that much.

utterance: okay.

utterance: Please #huh confirm the cancellation?

utterance: Yes, I confirm to cancel it.

utterance: That's no problem mister Benedict.

utterance: That's good.

utterance: Yeah, sure.

utterance: That's good.

utterance: That will be good for me right?

utterance: Yes Sir.

utterance: I think so Sir.

utterance: Still checking through now.

utterance: No problem, okay mister Benedict I'm glad to hear we might be able to help you save some money.

utterance: #huh you think so?

utterance: Yes sir, it will. #huh.

utterance: Okay, it is stonebenedict at gmail dot com.

utterance: Got it, very easy enough.

utterance: for easy remembrance right?

utterance: Very correct.

utterance: Great.

utterance: Consider it done. If you have any questions or need more information, you just call me or email me back at that address.

utterance: #oh Okay, thats good.

utterance: My pleasure, mister Benedict. Anything for our loyal customers.is there anything else I could help you with today?

utterance: As a matter of fact, while I've got you on the line.

utterance: Yes sir?

utterance: Could you tell me when my auto policy premium is due?

utterance: Sure, that is no problem. one second.

utterance: It's my pleasure. okay that would be January ten, I could attach a copy to the email as well, if you don't mind?

utterance: Yeah sure, great.

utterance: No problem, is there anything else I can help you with this afternoon?

utterance: No ma'am, I think that covers it for now. I really appreciate all your help.

utterance: Oh gosh, my pleasure mister Benedict. If you have any further questions please do not draw back to relate it to me, okay?

utterance: Good.

utterance: #mhm You do the same, thanks again.

utterance: Thank you for your time.

utterance: Today has been wonderful for me.

utterance: Awesome.

utterance: #whao, thanks.

utterance: Bye.

utterance: Thank you bye.


utterance: Good morning, Rivertown Insurance, how may I help you?

utterance: Hi, I was wanting to change my billing from yearly to monthly, can I do that?

utterance: Let's take a look at your account. It shouldn't be a problem. Can I get your first and last name?

utterance: Yeah, sure. My name is Susan Jones. Did you need my account number?

utterance: Hi Susan, my name is Jane, and yes, I'll need your account number.

utterance: Okay, just a second, I forgot to grab the policy, can you hang on for a second?

utterance: No problem.

utterance: Okay, I got it. It's seven four eight two nine nine nine nine.

utterance: Thanks, just pulling up your account.

utterance: Okay.

utterance: Okay, I have your account up. You said you want to change your billing frequency? Is that correct?

utterance: Yeah, I'm just finding that that one big bill is harder to plan for, it's always a big chunk, I'd rather make the smaller monthly payments.

utterance: I can understand that, for sure. In order to make changes to the account, I do need to ask a couple security questions.

utterance: No problem, ask away.

utterance: Thank you, first, what is your birthdate?

utterance: July fifteenth, ninteen eighty nine.

utterance: Thank you, and can you confirm your current address?

utterance: Sure, seventeen fourty six Wilson street, Summerville PA. The zip is four oh six nine eight.

utterance: Great, and finally, You gave us answers to three security questions, do you remember doing that?

utterance: Yeah, I hate those things, I hope they come up with a better way to do that in the future.

utterance: I agree, no one likes them, but, for now, it's what we have.

utterance: Okay, let's see how well the brain is working this morning, go ahead.

utterance: I'll ask you the three questions, two out of three will do.

utterance: I'm ready.

utterance: Okay, what was your mother's maiden name?

utterance: Simpson.

utterance: What was the name of your first pet?

utterance: Fred, Fred the cat.

utterance: Good. and finally, what is the name of your childhood best friend?

utterance: Echo, that one I always know, I've never met another person named Echo, and she was my best friend. I have no idea where her parents came up with that name, but it sure comes in handy for these security questions! .

utterance: Echo? Wow, yeah, that's a new one on me, and I hear a lot of names.

utterance: I can't imagine it makes too many top ten lists.

utterance: Okay, so all good to go, let's get the billing changed.

utterance: Yay! I passed!

utterance: Yes, top marks. So you would like to change from annual billing to monthly, So I see the billing for the year just went out, so we can change that to take the first payment on the fifteenth, and then monthly after that.

utterance: Yeah, that will be perfect. I figured it would be easier to do this right at the beginning.

utterance: Definitely. Okay, how will you be making the payments? We can take it directly from your account, charge a credit card, or send you a monthly invoice that you can pay through your bank.

utterance: Not credit card, I guess the easiest would be for you to take it directly.

utterance: Okay, I agree, that's the easiest way.

utterance: How do we set that up?

utterance: We need to get the details for your bank account. If you do online banking there is usually an option to download an autowithdrawl form, that will give us all the information we need. Or, you can go directly to your bank and they can print one off for you.

utterance: Yeah, I've seen that autowithdrawl form thing, I can get that to you. Do I just email that in?

utterance: Yes, send it to my attention. jsmith at Rivertown dot com. Just put your account number in the subject line. Can you get that done by the end of the week?

utterance: Oh yeah, no problem, I'll do it today.

utterance: Great, I'll get that entered and set up, and you'll receive a notification that your billing details have changed. I'll just confirm your email address. I have sjones at gmail dot com.

utterance: That's the one.

utterance: Good, that's it then, you send me the form, I'll make the changes and the first payment will come out on the fifteenth. There will be an additional twenty dollar charge on that first payment, for setting up monthly billing.

utterance: Yeah, I expected that, is that charge every year?

utterance: Yes, it's the administration charge for monthly billing.

utterance: Right, okay, well that's reasonable I guess.

utterance: So that's it, was there anything else I can help you with today Susan?

utterance: Nope, that's it, thanks for your help Jane, I'll get that form to you in a few minutes.

utterance: Okay, I'll watch for it. You have a great day Susan. Thank you for using Rivertown Insurance. Bye.

utterance: You too Jane, thanks again. Bye.


utterance: This is Sarah at Rivertown Insurance. I hope you're having a great day! How can I help make it better?

utterance: This is Steve Blaney. I'm calling to cancel my auto insurance plan.

utterance: I'm so sorry we might lose you as a customer, mister Blaney. Let me pull up your account. Do you have your eight digit account number?

utterance: Yes. It's seven two four one eight three six two. I also have my car policy number if that helps. Seventeen hundred, thirty-six, forty-eight.

utterance: Oh, thank you for both of those. Ah, yes. I have your plan in front of me. We do value your business, mister Blaney. May I ask why you want to cancel your policy with us?

utterance: I found a cheaper premium with another company.

utterance: I see. So, you're currently signed up for our complete auto plan at a price of two thousand dollars per year. And you've found a less expensive plan with someone else?

utterance: Yes. A much cheaper plan. Thirteen fifty a year.

utterance: That does seem to be a good deal. Now will your plan with another company be a complete plan as well or are you dropping down to a basic plan?

utterance: Well, I guess it's the same plan. The benefits looked to be the same according to this new agent.

utterance: I just wanted to confirm that because it can get confusing and I, in fact, just got off the phone with a customer that found a cheaper plan with another provider. But after looking at the new policy with him, we found he was not going to get the same level of benefits. I just want to make sure that doesn't happen to you. As I said, your plan is our complete plan, which includes the six most common car insurance options of auto liability coverage, uninsured and underinsured motorist coverage, comprehensive coverage, collision coverage, medical payments coverage and personal injury protection. But in addition you get coverage for rental reimbursement, gap coverage, new car replacement coverage, towing and labor cost coverage, ride-sharing coverage, sound system coverage and classic insurance coverage for your nineteen seventy-five Chevrolet Monte Carlo.

utterance: Oh, I sold that car last year. And I have triple A coverage so I don't need towing coverage. Probably not half of that other stuff.

utterance: That's probably why this new offer is so much less expensive. We have a price-match policy if you have an offer of the same coverage for less. Also, if you drop your car insurance with us, you'll lose your multi-policy discount for having your homeowner's insurance with us as well. In the long run, it would definitely be worth us doing an apples to apples examination of our plan versus theirs to make sure you're not going to miss out on other benefits.

utterance: Look, I'm just going to be honest with you. My son-in-law has started selling insurance and we're just trying to help him out. He didn't mention anything about them offering homeowner's insurance.

utterance: It might be that they only offer car insurance.

utterance: Hmm, I didn't think about the multi-discount thing.

utterance: I think it's great that you're trying to help your son-in-law out, mister Blaney. As I said, we'd hate to lose you as a customer, but I really want to make sure you're not losing any needed coverage or benefits by changing plans.

utterance: Well, that's - I appreciate that. You've always been good to work with.

utterance: What I'd like to recommend, if you're open to it, is that I set up an appointment with Joe Black, your agent, so he can take a look at the new policy you're considering and help you accurately compare the options. You may find that it is best to go with your son-in-law, but it sounds like we might be able to take you down to a Preferred Plan or possibly even a Basic Plan and keep you with a multi-policy discount.

utterance: Jeez. You're making a lot of good points that I didn't think of. I do want to help my son-in-law as much as I can, but -

utterance: If your son-in-law is new to this, meeting with Joe about what you're considering might help you to even go back to your son-in-law with questions so he can learn some new aspects. Ultimately both he and we at All Rivers want what is best for you. It's your choice in the end.

utterance: What you're saying makes sense. My son-in-law can learn and so can I, which it sounds like I need.

utterance: It can't hurt. Learning is always a good thing! So can I set up a time for you to meet with Joe? How soon were you wanting to get this done by?

utterance: Uh, sooner versus later.

utterance: Joe has an opening tomorrow at four p.m. or Friday at nine a.m. Would either of those work for you?

utterance: Let's do Friday. Gives me an excuse to take the whole day off then.

utterance: That's the best part! A day off. A day off and getting you the best and most appropriate deal for you.

utterance: I like that. I think I'm worth it.

utterance: I have no doubts, mister Blaney.

utterance: Now do I need to go to Joe's office? He's not coming to my house is he?

utterance: He might be able to come to your house, if you prefer, but those times I gave you are his office times.

utterance: That's fine. I'll go to his office. Is he still at the corner of James and Harrison Streets?

utterance: Let me look that up for you. One moment, please.

utterance: Sure.

utterance: Actually Joe moved his office last year. He's now at six two six Cranberry Drive.

utterance: Oh, wow! Cranberry Drive is just down the road from me. That's great!

utterance: Well, good I'm glad that worked out.

utterance: Me, too.

utterance: So just to summarize and confirm. I have you meeting with Joe Black at his office at six two six Cranberry Drive at nine a.m. on Friday, July sixteenth. Please bring the new policy you're considering with you, or a list of what is covered, included.

utterance: Will do.

utterance: I made a note in your file for Joe to talk with you about the Basic and Preferred Plans to see if they might be sufficient for you now.

utterance: Thank you. I forgot all about notifying him that I sold the Monte Carlo.

utterance: That's understandable there's a lot going on in the world and our lives these days.

utterance: You've got that right.

utterance: Is there anything else I can help out with today, mister Blaney?

utterance: No, I think, that's everything. I really do appreciate your time to think this through.

utterance: Like I said, we want what's best for you, and of course, we certainly hope we retain your - we keep you as a customer. A happy customer.

utterance: Well, you've made a good first step at that.

utterance: Well, thank you. If there's nothing else, I'll disconnect our call now. And you have a wonderful rest of your day, sir.

utterance: You as well. Thanks again.

utterance: Good-bye, mister Blaney. It was a pleasure to speak with you.

utterance: You, too. Bye-bye.


utterance: Good morning, Rivertown Insurance, how may I direct your call?

utterance: Hi, I'm not sure who I should speak to, I just called the number on your website. I need to put in a claim, that windstorm last night brought down a big tree, right on top of our house. It hit the car too, and the garage. I'm not sure where to start.

utterance: Oh, wow, that's terrible! Yes, that was some storm. I'm so sorry. Let's see, we can start with the property claim, I'll put you through to Jane Smith. She can answer all your questions and get things started for you. Please hold and I'll put you right through.

utterance: Thanks, I'll hold.

utterance: Hello, this is Jane Smith, I understand you've had some damage to your property? I'm so sorry. Let's get things started. May I have your first and last name?

utterance: Hi Jane, yeah, some huge damage, there is a massive tree that came down onto our roof, and garage, and car. Oh, sorry, my name, yes. My name is Susan Jones.

utterance: Hi Susan, don't worry, I'll get some preliminary details and we can get the claim started right away. Do you know your policy number?

utterance: Oh man, I'm managing all this from a cell phone, I do have it in an email somewhere.

utterance: Go ahead and look, I'll wait. Take your time.

utterance: Okay, here it is, I think. It's seven seven four two nine nine nine seven. Is that the right amount of numbers?

utterance: Yes, just hold a moment while I bring up your file.

utterance: Okay, thank you.

utterance: Alright Susan, I have your policy up on the screen, I'm just taking a look at your coverage.

utterance: Okay, thank you. Our filing cabinet is in one of the rooms I can't get to, I don't remember a lot of the details.

utterance: No problem, I can see it all.

utterance: Good. Okay, How do we start?

utterance: First, I just want to confirm the address of the property, where the damage occurred. I show this policy for a property at seven seven nine three Olson street, Summerville. Is that correct?

utterance: Yes, that's right.

utterance: Okay. Now, just in the simplest details, what happened, and was was the damage?

utterance: Well, the wind storm came up last night, around eight PM. It wasn't too bad at first, but then there was a couple of gusts that were really bad. It was just roaring. I was looking out my window at first, but one gust sent me running downstairs to the basement, I didn't want to be out side in it, I figured that was the safest place to go.

utterance: That must have been so scary for you! Were you home alone?

utterance: Yes, well, execpt for the cat, but she was hiding somewhere already.

utterance: Do you remember what time you went downstairs? Was it when the tree came down?

utterance: I went down just after nine I think. That wasn't the gust of wind that brought the tree down. It might have been the one that damaged the tree though. I couldn't hear the wind as bad down there but about ten minutes later, there was a huge crack and boom, the house just shook, I knew it had been hit.

utterance: How terrifying that must have been!

utterance: I was too scared to go up, for a little while, probably fifteen or twenty minutes, but, when I did open the door to go up, I could hear the wind again. It had calmed down.

utterance: I see, did you stay inside the house?

utterance: No, there was a door to outside at the top of the stairs, I went right outside, and that's when I saw the tree, just cracked in half, and one half was sitting on my car and garage, and the other half on my roof. In my roof actually, it had smashed right through it, great big hole on the back corner, where the bedroom is.

utterance: Okay, so the tree did hit the house directly, and broke through the roof then?

utterance: Yes, one half, and the other half was laying across my car, and smashed one corner of the garage.

utterance: And what time was this, that you went outside?

utterance: About ten thirty PM or so, I didn't check my phone right then. I called my sister, she said it was around then, that I called.

utterance: I'm so sorry, what a horrible thing to have to deal with at that time of night.

utterance: I was wide awake, I'm not sure I even slept last night.

utterance: I bet. Okay, well, the first thing we have to do today, is get your home and garage secured. We can take care of that pretty quickly, but I wil send out a security company to be on site until we do. Are you at the property now?

utterance: Yes, I'm here, there. At the house. I stayed all night, but I called nine one one last night. They send the gas company who shut off the gas, and the power company shut down the power. So I don't want to be here much longer. I took out a few things that weren't damaged.

utterance: Right, good, Okay. Well, we should have it secured within the hour. Then we need to send an adjuster by to take some preliminary pictures and measurements of the damage then we can board things up and get them protected from the weather.

utterance: Oh good! I was worried about rain. Good, Okay, should I wait here then?

utterance: Yes, if that's okay?

utterance: No problem, I can wait. Do you know when the adjuster will be by?

utterance: They should be there within the hour as well, I've sent your file to dispatch. Once he's taken his pictures and measurements the restoral company will board up the house and garage, so they are secure an no more weather damage can occur.

utterance: Okay, that sounds good, I'm still pretty numb, but I can deal with getting things buttoned up, that was a big worry.

utterance: Oh, don't worry, we will get things rolling here. It won't be repaired today, but we can determine what steps need to take place next.

utterance: Okay, thank you.

utterance: Do you have a place to stay? You do have coverage for accomodations. I can authorize hotel accomodations for the first few days. Depending on the structural damage there may be a longer period of time needed for repairs. If that's the case we will find you something more home like for that duration.

utterance: I can stay with my sister for a couple days.

utterance: Okay, that's good, just talk with the adjuster about making any other accomodation arrangements when they get there.

utterance: Okay, thank you. You've been so helpful.

utterance: Anything you need, we are here to help. I know this has been a traumatic experience. Your assigned adjuster will be your contact for everything. They are very experienced at walking you through this entire procedure, and you will be back in your home as soon as possible.

utterance: Okay. I'll just wait here for them.

utterance: If you need anything before they get there, just call me back okay? My direct line is five oh three eight six four seven two four six.

utterance: Thank you Jane. Very much. I'll go wait for the adjuster.

utterance: Okay Susan, try not to worry. Take care and call if you need anything.

utterance: I will, you take care too. Bye for now.

utterance: Bye Susan.


utterance: Good morning Rivertown Insurance, how may I help you?

utterance: Hi, good morning. I need to change my address with you guys. I just moved.

utterance: Okay, I can take care of that, my name is Jane. May I have your first and last name?

utterance: Hi Jane, my name is Susan, Susan Jones.

utterance: Hi Susan. Do you have your policy number handy? Or your customer ID number?

utterance: Yep. My policy number is six three nine six zero zero zero four.

utterance: Great, please hold a moment while I pull that up.

utterance: No problem.

utterance: Okay Susan, I have your file up. You said you wanted to change your address?

utterance: Yes, please. Just the address, nothing else has changed.

utterance: Alright. In order to make a change on your file, I will need to ask you some security questions. Is it okay to proceed with that now?

utterance: Oh, yeah sure.

utterance: First, your birthdate.

utterance: I know that one April sixteenth nineteen seventy four.

utterance: Great, thank you. Could you give me the address that we currently have on file for you?

utterance: Sure, that would be fourteen twenty eighth Avenue, Summerville PA.

utterance: And the zipcode, for that address?

utterance: seven four nine oh three.

utterance: Good, Now, finally I need to ask you one of the security questions you set up when you opened your file.

utterance: Oh man, I always hate these questions. I always think how could I forget that? Then you ask, and my brain freezes.

utterance: Just relax, I'm sure you'll remember.

utterance: Okay, lets do it.

utterance: What was the name of your first pet?

utterance: Wilson. Wilson the cat.

utterance: Correct. See that wasn't so bad.

utterance: One time, I had a question about my favorite place to holiday. Well, between setting up that answer, and needing to use it, I'd traveled to a lot more places! I amazed I got it correct.

utterance: I hadn't thought of that, I'll remember not to use that one for myself.

utterance: Okay, so was that it? Did I pass?

utterance: Yes, we can go ahead and make the change to your address.

utterance: Okay, what did you need to know? Just give you the address?

utterance: Sure, let's start with that, I have a couple other questions, but let's get the new address put in.

utterance: Sure, the new address is unit three oh seven, sixteen hundred Anderson Avenue.

utterance: Is that still in Summerville?

utterance: Yes.

utterance: And your new zipcode?

utterance: It's seven four eight seven two.

utterance: Good, now a couple more questions, just to make sure we have all your current information.

utterance: Great, no problem, go ahead.

utterance: The phone number we have on file for you is three oh four seven nine nine six six two four.

utterance: Oh no, no that's changed. I changed cell phone plans and got a new number.

utterance: I'm glad I asked. Ok, lets get that changed too.

utterance: Yeah, okay the new number is three oh four eight eight eight one four nine seven.

utterance: Okay, good, that's changed. The email address we have is sjones at gmail dot com. Is that still the best email to contact you at?

utterance: Yep, that's still the same.

utterance: Okay, good, that's all I need to confirm. Did you have any other questions for me?

utterance: Nope. That was it, I just needed to change my address, and phone number I guess. .

utterance: Okay, that's all done then. Thank you for choosing Rivertown Insurance. It's been a pleasure speaking with you. Have a great rest of your day Susan.

utterance: Thanks Jane, you too. Bye.

utterance: Bye.


utterance: Good morning, Rivertown Insurance.

utterance: Hi, good morning. I need to speak to someone about changing my security questions. Those things make me crazy. I'm locked out of the online portal because I can't remember one of them.

utterance: yes. That happens a lot. I can help you with that, my name is Jane. May I have your first and last name?

utterance: Hi Jane, Susan Jones.

utterance: Hi Susan. Do you happen to know your policy number?

utterance: Yeah, I have that thing memorized, I've typed it so many times this morning. I screwed up the security questions too many times though. The policy number is six five nine eight four three three seven.

utterance: Thank you Susan. May I have your birthdate?

utterance: Sure, May five, two thousand.

utterance: Okay, great, I have your policy up on my screen, and I can see that you've been locked out from those security questions. Let's get that sorted out.

utterance: Great, thank you, man I hate those things. I always say I'll write them down, this time I mean it, I have pen and paper ready.

utterance: Good idea. Just don't forget where you put the paper!

utterance: Right.

utterance: So, I will ask you three security questions, are you ready?

utterance: Yep, ready.

utterance: First. Your mother's maiden name.

utterance: Wilson.

utterance: Just to confirm spelling for Wilson. w. i. l. s. o. n. is that correct?

utterance: Yes. do capital letters matter?

utterance: No, thankfully we changed that a couple years ago. Capitals don't matter now.

utterance: Whew, good. Okay, ready for number two.

utterance: Your childhood best friend's name.

utterance: Echo. e. c. h. o.

utterance: Echo? her name was Echo? that's unusual.

utterance: Yeah, that's the one question I never get wrong Only Echo I've ever met. And she really was my best friend. I should send her a thank you for that name.

utterance: I would too. Okay, the third question. Name of your favorite teacher?

utterance: This is where I mess up, his name was Mister Neale, but I always forget the Mister part, or abreviate it, and I get locked out. Can I just use the last name? with out the prefix?

utterance: Yes, so the answer is Neil n. e. i. l.?

utterance: No, no, it's spelled n. e. a. l. e.

utterance: Okay, I've changed my spelling. To confirm your answer is Neale n. e. a. l. e.

utterance: Yes, that's it.

utterance: So, I've updated those three questions. It will take about half an hour to update in our system, and I've unlocked the account. Don't try to log in for about half an hour though. Just to be safe.

utterance: Okay, thank you.

utterance: Did you have any other questions?

utterance: I just wondered about the security. How do those questions work? When I go to log in, it asks me a question. If I get it wrong, it asks me a different one. If I get that wrong, I'm locked out. Is that how it works?

utterance: Yes, we anticipate that perhaps you'll get one of them wrong, after the second incorrect answer you'll be locked out.

utterance: Okay. And it's just random, which of the three pops up?

utterance: Yes, one of those three will pop up.

utterance: Okay, well I've written them down this time.

utterance: Good idea. Just keep that paper safe, and you should be fine.

utterance: I will. You guys should switch to that text me thing, with a code, or an authentication generator. Something more modern.

utterance: We are working on that, we get that often, people who would prefer either a text code or an authentication generator code.

utterance: Hopefully soon! Then I can lose that paper and not worry. Those things work really well.

utterance: I agree. We have been told within the next year we should be offering that option.

utterance: Great! Can't wait. Thanks for your help.

utterance: My pleasure Susan. Glad to help. Have a great rest of your day. Thank you for choosing Rivertown Insurance.

utterance: You too Jane. Top marks for customer service. This was a lot less painful than I was expecting.

utterance: I'm glad, thank you for the compliment. There is a survey about how well your inquiry was handled that will email out. I'd appreciate it if you took time to fill that in.

utterance: Absolutely. No problem. I'll fill it out.

utterance: Great, thank you, bye bye.

utterance: Bye.


utterance: Good morning, Rivertown Insurance.

utterance: Hi. Do you guys offer renters insurance? I just rented a new apartment and it's one of the requirements, to have renters insurance. I haven't had that before.

utterance: Yes, we do. That's becoming a more common thing the last few years. Landlords are requesting it more often now.

utterance: Great, how much is it?

utterance: Well, let's get a few details, and I can get a quote for you. First may I get your first name?

utterance: Oh, sure, Susan.

utterance: Hi Susan, my name is Jane. So let's start with the basic details. This will be for yourself?

utterance: Yep. Just me.

utterance: May I have your last name?

utterance: Sure, Jones.

utterance: Alright, will this insurance be for an apartment, or suite in a private residence, or will you be renting an entire home?

utterance: It's for an apartment, do you need the address?

utterance: Yes, please.

utterance: Unit three oh seven, sixteen fourty eight Anderson Drive, Summerville PA.

utterance: And the zipcode?

utterance: six five nine oh seven.

utterance: Is the unit privately owned?

utterance: No, it's owned by Mainstreet Properties.

utterance: Okay, We have a couple of renter's insurance packages. The Basic and the Preferred.

utterance: What's the difference?

utterance: The Basic package covers you for your contents up to a maximum of one hundred thousand dollars. So that would be clothing, electronics, jewelery, recreational equipment. Anything that you own that you bring with you or aquire while living at the address. It also has liability coverage for two hundred thousand dollars.

utterance: What is liability insurance?

utterance: If someone is hurt at within your residence. If they slip on your floor, or if their property is damaged within your residence. One claim I had recently was a dog who ran through a living room, and knocked a friends expensive laptop onto the floor. So their liability insurance covered that.

utterance: I see, okay. What does the Preferred package cover?

utterance: The Preferred package ups the coverage to two hundred and fifty thousand dollars for your contents, and one million for liability coverage.

utterance: What are the costs for the two different packages?

utterance: The Basic package is two hundred dollars per year, and the Preferred package is three hundred dollars per year.

utterance: So, lets say, I lost everything, would I get the full amount?

utterance: No, well you can get up to the full amount. If there was a complete loss, say a fire, our adjuster would go through that with you, but you could claim up to the full amount depending on what the contents were.

utterance: I see.

utterance: One of the things covered by our Preferred package is sixty day living expenses, if your home is deemed unlivable, or if you are evacuated for an emergency.

utterance: Oh, that's good, yeah I hadn't thought of that.

utterance: It's a definite benefit if there is a complete loss. It gives you time to find new accomodations, and settle things without the worry of having a place to stay.

utterance: So three hundred a year for that. Do you allow monthly payments or do I have to pay that up front?

utterance: We can do either, pay annually for the year, or monthly billing. There is an administrative charge for monthly billing of twenty dollars per year. That is on the first payment. So for the Preferred package the first payment would be fifty five dollars and then eleven payments of twenty five dollars.

utterance: Okay, and the Basic would be cheaper.

utterance: Yes, the first payment would be thirty-six sixty-seven, and then sixteen sixty-seven monthly.

utterance: Yeah, that makes sense. Okay, I think I'd be okay with the Basic package. I don't have much stuff, the hundred thousand will cover it easily.

utterance: Okay, that's great, just a reminder, that package does not come with the extra living expenses for a total loss.

utterance: Oh, jeez, right. what to do, what to do. My luck, the place will burn down in a month and I'll be scrambling for somewhere to live. Yeah, lets do the Preferred package, thanks for reminding me.

utterance: It's better to have it and not need it.

utterance: Very true. Okay, lets to Preferred, it's still a lot more reasonable than I was expecting. I move in two weeks, can we get that set up before then?

utterance: Absolutely, I'll just get your email address and send you some documents to sign and return. I do have your file started so just send them back with the policy number in the subject line. Once we've received the signed documents back we will send you an email confirming your coverage and options for payment.

utterance: Perfect, that sounds great. My email is sjones at gmail dot com.

utterance: Okay, thanks Susan, I'll get those sent off right away.

utterance: Thanks so much for all your help Jane, I was kinda lost with this stuff.

utterance: My pleasure Susan, did you have any other questions?

utterance: Nope, that's all I need right now. Thanks again, I'll get those forms sent back right away. Have a great rest of your day.

utterance: You too Susan. Thanks for choosing Rivertown Insurance. Bye for now.

utterance: Bye.


utterance: Good morning, Rivertown Insurance.

utterance: Good morning, I need to speak to someone about cancelling my policy.

utterance: Of course, I can transfer you to someone to take care of that for you. May I have your first and last name?

utterance: Sure. My name is Susan Jones.

utterance: Thank you Susan, I'll transfer you to Jane Smith, she's a customer service agent. She can help you out. Please hold.

utterance: Thanks.

utterance: Good Morning, this is Jane Smith. How may I help you today?

utterance: Hi Jane, I'd like to cancel my policy.

utterance: I can help you with that. Do you have your policy number handy?

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

utterance: To confirm, nine three seven two six four five two?

utterance: No, no, it's eight four five two.

utterance: Nine three seven two eight four five two.

utterance: Yes, that's it.

utterance: Thank you, am I speaking with Susan Jones?

utterance: Yes.

utterance: Great, hi Susan. So looking at your policy, you pay for it annually, and your term ends October seventeenth of this year.

utterance: Yeah, I'm cancelling before it's done, but I'm moving, getting married actually, and I won't need the insurance on my new place.

utterance: Congratulations. How exciting, So where you'll be moving, already has an existing policy?

utterance: Yes, I'm moving to my husbands place, he has a policy in place there already.

utterance: Okay, that makes sense. So let's get this one cancelled then.

utterance: Great.

utterance: We do require a couple of things, to cancel the policy. Both documents requiring signatures. One to cancel the automatic payment in place, and the other to cancel the actual policy.

utterance: Okay.

utterance: I can email those to you, you can print them off, sign, and either send back, or drop off at one of our branch locations.

utterance: Okay, sounds good.

utterance: We do have another option, to DocuSign electronically. Are you familiar with DocuSign?

utterance: yeah, I've done that one time I think, for a real estate transaction. Click click, really simple.

utterance: Exactly, would that be something you'd prefer? Or would you prefer me to email the documents.

utterance: Let's do the DocuSign, quick and easy.

utterance: Perfect. I'll just confirm your email address.

utterance: Okay, it's sjones at gmail dot com.

utterance: Alright, that's what I have here, I'll just prepare the documents and get them sent off to you. You'll receive two documents for signature, in two separate emails.

utterance: Right, okay.

utterance: It's pretty self explanitory, the process, you just create your signature in the box using your mouse or a stylus, then bring up the document. It will be highlighted in the areas that need signature.

utterance: Okay, yeah I remember that, the ugliest signature ever with a mouse. .

utterance: yeah, I've yet to see anything that makes a signature pretty, those FedEx machines are the worst, like drawing your name with a fat crayon.

utterance: Totally.

utterance: So, just to finish this off, what day would you like to have the policy cancelled?

utterance: The end of this month, July thirty first.

utterance: Ok, thank you. There will be a refund for the balance of this year, to October thirty first, as you've paid for the full year.

utterance: Right, good. Yes. Will you send a check? Or?

utterance: I can have it deposited back to the bank we draw it from, or send it out as a check, which ever you prefer.

utterance: Great, just drop it back into my bank, that's good.

utterance: To let you know, there will be a twenty five dollar cancellation fee.

utterance: Of course there will I expected something like that.

utterance: Yes, it's pretty standard. Okay, the documents are ready to send, you should see them in the next few minutes. Get those signed and back to us, then you'll receive confirmation, and all is done.

utterance: Easy peasy.

utterance: Just the way it should be. Was there anything else I could help you with today Susan?

utterance: Nope, that's all I needed. Thanks for your help.

utterance: My pleasure. Thank you for your business, we hope to be able to help you out again in the future with insurance needs.

utterance: I'll take a look at our policies after the wedding, you know, as they come up. I'll give a call and see how you compare.

utterance: Wonderful. Have a great rest of your day Susan, bye bye.

utterance: You too Jane, bye.


utterance: Good afternoon Rivertown Insurance, this is Leslie speaking, how can I help you?

utterance: yes I have an existing policy with Rivertown and I was wondering if you could help me.

utterance: Okay, yes I can help you. could I first get your name and your policy number please?

utterance: Sure, yes, I've got it right here.

utterance: That's fine, take your time.

utterance: just let me get my glasses one moment.

utterance: That's no problem, I understand.

utterance: Getting older everyday.

utterance: Yes sir, aren't we all?

utterance: Okay, you ready?

utterance: Yes sir, go ahead.

utterance: my name is James Clarkson.

utterance: Okay mister Clarkson, can you spell your last name for me please?

utterance: C.l.a.r.k.s.o.n. I think it is misspelled on my account though.

utterance: That's no problem mister Clarkson, I will be glad to correct that for you just give me one second to find your account.

utterance: Sure.

utterance: Could you provide me with your policy number?

utterance: #mhm I've got that right here, you ready?

utterance: Yes sir.

utterance: Four nine three nine two three eight two two.

utterance: Okay, let me repeat that back to you, four nine three nine two three eight two?

utterance: You missed a two.

utterance: -oh one more time please.

utterance: Okay, thank you mister Clarkson. I got it that time, sorry about that.

utterance: No problem .

utterance: Okay, one last thing, could you please verify your mother's maiden name for me please?

utterance: Sure, M.a.r.t.i.n.

utterance: And the last four digits of your social security number?

utterance: Three four seven two.

utterance: -huh very good. Okay, let me go ahead and update your last name real quick, give me one second.

utterance: sure.

utterance: Just to verify, you said it should be C.l.a.r.k.s.o.n.?

utterance: That's correct, no e.

utterance: Not a problem, I have that updated for you. What else could I help you with today?

utterance: yeah, I had a few questions about a homeowner's policy. You offer that right?

utterance: Yes sir, we do.

utterance: Okay, right so I've got an automobile policy with you now and I have decided to shop my home insurance.

utterance: That's great news.

utterance: I've had the same policy for years and it never hurts to look around once in awhile, right? .

utterance: Thats right. .

utterance: Shake things up a bit.

utterance: Yes sir. .

utterance: Let me pull that up for you.

utterance: No problem, I was looking at your plans online and thought it would be great to have it all in one place.

utterance: We appreciate your business, so do you know which policy you would be interested in quoting?

utterance: sure one second. Shoot I wrote it down, let me find it. Found it.

utterance: Take your time.

utterance: Slow as molasses these days. .

utterance: I completely understand, believe me.

utterance: Okay, okay, I believe it is called home complete if I'm not mistaken.

utterance: That's correct, great choice mister Clarkson.

utterance: Seemed the best option for me.

utterance: Yes sir, okay the annual premium for a home complete policy would be two thousand dollars per year.

utterance: Okay.

utterance: This policy includes our highest coverage and lowest deductibles, it's a great policy.

utterance: Wow, really? #jeez that's a good bit lower than what I've been paying annually.

utterance: That's great.

utterance: I should've shopped around years ago but I have a tendancy to let time get away from me.

utterance: I'm right there with you. .

utterance: The older you get the quicker time passes they say. Whoever they are. .

utterance: I got you off track, sorry about that, go ahead. .

utterance: No problem, okay mister Clarkson I'm glad to hear we might be able to help you save some money.

utterance: #mhm every little bit helps these days.

utterance: Yes sir, it does. #mhm.

utterance: So do you think you could email me that quote if I give you my email address?

utterance: Sure, I would be happy to do that, go ahead.

utterance: Okay, it is jamesclarkson at gmail dot com.

utterance: Got it, easy enough.

utterance: I just wish I had made a shorter email address years ago. .

utterance: We all make that mistake, don't we?

utterance: You live, you learn, I guess.

utterance: Good point. Okay I've got that together for you and I will get it sent right over to you.

utterance: Great.

utterance: Consider it done. If you have any questions or need more information, you just call me or email me back at that address.

utterance: #oh Okay, that sounds great.

utterance: My pleasure, mister Clarkson. Anything for our loyal customers. Was there anything else I could help you with today?

utterance: As a matter of fact, while I've got you on the line.

utterance: Yes sir?

utterance: Could you tell me when my auto policy premium is due?

utterance: Sure, that is no problem. one second.

utterance: Sure, thanks for all your help.

utterance: It's my pleasure. okay that would be August first, I could attach a copy to the email as well, if you would like?

utterance: Yeah sure, great.

utterance: No problem, is there anything else I can help you with this afternoon?

utterance: No ma'am, I think that covers it for now. I really appreciate all your help.

utterance: Oh gosh, my pleasure mister Clarkson. If you have any further questions please do not hesitate to call, okay?

utterance: Okay, sounds great.

utterance: Thank you for being a valued customer of Rivertown Insurance. Enjoy the rest of your afternoon!

utterance: #mhm You do the same, thanks again.

utterance: Thank you, bye-bye.

utterance: Bye.


utterance: Thanks for choosing Rivertown Insurance. This is Amanda. How.

utterance: Hi Amanda. How are you doing?

utterance: Hello. I'm do doing go great. And you?

utterance: I can't even right now. The kids are driving me insane I.

utterance: I know how that can be. I have two of my own.

utterance: Teenagers?

utterance: No. daughter three and the boy just turned si- seven. I can't even keep it straight. [Laughter].

utterance: [Laughter] Three teenagers here and they all hate everything. [Laughter].

utterance: you mean it doesn't really ge- get easier from here? [Laughter].

utterance: I'm I'm sure it does at some po- time. [Laughter].

utterance: [Laughter] How can I help you and I'm sorry wh- what was your name?

utterance: Tim. Tim Cranet, c. r. a. n. e. t. Policy number one oh one seven one six three three sev- seven nine zero. Not sure ho- I I lost #eh I can't access my account.

utterance: Thanks, Tim. Alri- okay. That was one zero one.

utterance: Uh-huh.

utterance: Seven one six.

utterance: Yep.

utterance: Three three seven nine z- zero. Correct?

utterance: Yes.

utterance: Great and Tim, it sounds like yo- you need help resetting your password. Is that right?

utterance: I- I guess so. I know my password but it's not letting me in.

utterance: I understand. So-.

utterance: Excuse me. Billy!

utterance: Sure.

utterance: What did I tell you about putting your hand in the fish tank! Go get a towel now. #Eh okay I I'm back. Jesus I swear.

utterance: Is everything okay?

utterance: Yeah I the it's Mile a minute that one.

utterance: [Laughter] Sounds like it.

utterance: Okay so- so let's get you into you account so you can get back to your family.

utterance: Th- thanks.

utterance: For security can you confirm you're the last four of your social security number and your mother's maiden name?

utterance: Yeah. Eleven oh one.

utterance: Clark.

utterance: I'll I I'm sorry that doesn't ma- match the info for the policy provided.

utterance: What? Why not?

utterance: I'm not sure. Are were you the one who setted up thi your account?

utterance: Oh, my husband. Mother's maiden name, Lewis. Social sec- Just a sec.

utterance: Sure.

utterance: I'm texting him now.

utterance: Okay. T- take your time.

utterance: still waiting sorry. He

utterance: No worries.

utterance: Finally. Two eight two three.

utterance: Perfect. Thanks for confirming that.

utterance: Sure.

utterance: Lo- looking at your account I see it was like locked due to too much many failed log login attempts.

utterance: Okay.

utterance: I can send a reset email to the email on file.

utterance: Uh-huh.

utterance: Please allow a few minutes to receive the email. Once you

utterance: Right.

utterance: Once you receive your t- the email click the link to reset your password.

utterance: Okay. I just received the email. Trying the link now.

utterance: Okay. Great.

utterance: I'm in.

utterance: You're in your account?

utterance: Yes.

utterance: Great. Is there anything I can help with, Ti- Tim?

utterance: No. I thin tha- that's all. Than-.

utterance: Al- alright. Thank you fo- for choosing Rivertown Insurance. Have a great day Tim.

utterance: You too. Thanks Bye.

utterance: Good-bye.


utterance: This is Carrie at Rivertown Insurance, how can I help you this afternoon?

utterance: Yeah, hey Carrie, I need to add my son to my life insurance policy. Do you do that?

utterance: I sure do, can I have your first and last name?

utterance: #Uh, yeah I'm Thomas Kimmel.

utterance: Thanks mister Kimmel. #Um let me verify the spelling of your last name. Is it K. I. M. M. E. L.?

utterance: You bet, good job.

utterance: Thanks, sir. #Um let's see here, and go ahead and verify your date of birth and policy number?

utterance: #Uh, yeah my birthdate is May the seventh nineteen ninety and where can I find that policy number?

utterance: Oh, sure. It's an eight-digit number at the top of your billing statement, or on the right hand side of your account online.

utterance: Oh, yeah yeah. #Um let's see oh here we go. #Uh it's eight oh three four two four seven two.

utterance: Thank you very much for verifying your identity mister Kimmel. Let's see here...

utterance: Oh sure, sure. I've been meaning to do this for awhile now.

utterance: Doesn't time just fly by these days? It's unreal how fast my kids are growing!

utterance: You're telling me! Oh I can remember my first born and how excited I was.

utterance: That seems too long ago for me! Good for you for remembering!

utterance: [Laughter] Yeah, ask me in a couple years and we'll see how far back I can go .

utterance: Okay, so you'd like to add your son. #Uh I'm just going to ask you a few pieces of information, okay?

utterance: #Oh sure sure, go ahead. I'll try to remember.

utterance: [Laughter] #Um, let's see here. Okay, what is your son's first and last name?

utterance: #Uh, it's Jonathan, that's spelled J. O. N. A. T. H. A. N., it's not as normal as you'd think.

utterance: #Yes, okay J. O. N. A. T. H. A. N. correct?

utterance: You betcha. And same last name, Kimmel.

utterance: #Um, okay K. I. M. M. E. L, Kimmel. Jonathan Kimmel.

utterance: That's right that's right.

utterance: Okay can you give me his, date of birth, please?

utterance: Yeah, it's September fourth, twenty twenty.

utterance: And your relationship to Jonathan is? I'm assuming father but I could be wrong.

utterance: you bet, father it is!

utterance: [Laughter] Good deal. Okay does Jonathan have any health issues we should list on your policy?

utterance: Nah. Jonny boy is pretty healthy, thank the Lord!

utterance: Oh, that's fantastic! My youngest has chronic ear infections - doctors cannot figure it out!

utterance: Oh no. Don't you hate it when they can't tell you what's wrong? Breaks my heart.

utterance: Aww, I know it. #Uh give me, give me a few seconds here so I can make sure everything looks correct.

utterance: Take your time...he's actually laying down right now .

utterance: Nap time! Isn't that the best? I used to cuddle them until we were all sound asleep.

utterance: Well, how many you have there Missy?

utterance: I have five and they are, well, were ahhh a handful !

utterance: My word and I thought my two were enough to make a man go mad!

utterance: [Laughter] Well, let's see here. Okay, what I'm going to do is send you out a letter of verification which explains what we did today.

utterance: Which is just adding Jonathan, right?

utterance: Absolutely. This letter will also give you easy instructions on how you can log-in and have all of your account information at your fingertips.

utterance: Oh that'd be real nice, your wait times aren't they aren't great you know.

utterance: I am so sorry about the wait, it does seem like we're taking more and more calls lately, which surprises me.

utterance: Well, you know what they say, the early bird and whatnot [Laughter].

utterance: Yes! [Laughter] Well mister Kimmel, do you have anything else I could help you with today?

utterance: Nah, I think that's that's it my dear. And what's your name again?

utterance: My name is Carrie and if you should have any other questions, do not hesitate to get in touch. We'll be here!

utterance: #Um yes okay Carrie. Do you have a direct line to you or...?

utterance: Unfortunately, we don't have direct lines but if I can't be reached, I'll note your account with what we've done so any representative can help you out.

utterance: Oh, okay, gotcha. Well, thank you Carrie, you've been a delight.

utterance: Well thank you mister Kimmel for calling and you take care.

utterance: You too. Bye!

utterance: Bye-bye!


utterance: #Uh there we are hi there thanks for calling Rivertown Insurance you're speaking with Rob. How can I help you today?

utterance: #Um yeah good thanks, how are you?

utterance: I'm great, thank you for asking. What can I do for you today?

utterance: #Um I'm just getting in touch because I actually want to cancel my automobile insurance plan. I googled how to cancel the plan and it said to call this number, is that correct?

utterance: Yes sure is, and I can definitely help you with that. Can I start with your first name and last name?

utterance: My first name is Regina, Earle. e. a. r. l. e.

utterance: Fantastic Regina. I'll also need your date of birth and your eight digit customer number if that's alright.

utterance: Yep my birthday is the fourteenth of August nineteen seventy two, and I'll just have to look that up, where's tha- is that in the booklets you sent in the mail?

utterance: Yes you'll be able to find that right at the top of any letters we've sent you.

utterance: Great, let me just- wow, you guys do send a lot of letters! Alright, here it is, you ready?

utterance: Yes!

utterance: Okay so it's three nine nine.

utterance: Yep, three nine nine.

utterance: Two seven six five three.

utterance: Gotcha, thanks Regina. While you've got that paperwork out, do you happen to have your policy number? Just need that to locate your current plan.

utterance: Yes I do let me just rummage right yes so that's.

utterance: Hold on a moment there please ma'am.

utterance: Oops sorry!

utterance: Sorry about that, ready for the number when you're ready.

utterance: So my policy number is thirty six forty four.

utterance: Thirty six forty four.

utterance: ninety four twelve.

utterance: ninety four twelve. Alright Regina thanks for all that information. So I can see you currently hold our Complete Auto plan type, just confirming you would like me to cancel this plan for you today?

utterance: Yes exactly.

utterance: So just so you are aware, as you are not within our cooling off period, you will have to pay an early cancellation fee of fifty dollars.

utterance: Fifty dollars? Sorry, what cooling off period?

utterance: You will find all this information in the information pack given to you when you initiated your insurance policy, but essentially you have thirty days after your policy is issued or renewed to make a cancellation without any fees.

utterance: Uh-huh.

utterance: You are also able to decline our annual offer to renew your policy without any fees being charged. It's just unfortunately our policy that cancellations outside of the cooling period will have to incur a small fee of fifty dollars.

utterance: Uh-huh. Well I certainly didn't expect that, I'm actually cancelling my insurance policy because I'm selling my car. Do you have any arrangements that offer an understanding for my situation?

utterance: #Um unfortunately not, the procedure is quite rigid when it comes to waiving cancellation fees.

utterance: Okay. Well that is disappointing.

utterance: Are you selling your car to buy another one?

utterance: Not immediately, but sometime in the future I do plan to buy another one.

utterance: Well of course you do have the option to keep your current policy and we can quickly and easily transfer the policy over to your new car free of charge, would you be interested in that?

utterance: #Uh yeah except I can't be sure exactly when I'll be buying the car and I don't think I can afford to extend the insurance without a car. #Um look I still think it's best to cancel it, and I'll ring back up when I need to, is that alright?

utterance: Yes of course. So you are happy to cover the cancellation fee today ma'am?

utterance: Yes , I guess that'll be fine.

utterance: Alright great. That'll be charged to the credit account we have on file today, ending in four three two six, is that correct?

utterance: Alright, fine.

utterance: Okay so just so you know ma'am, your plan service will remain in place until the end of this month so you do have a small buffer period. You will not be charged for the next billing period. Do you confirm the cancellation of your automobile insurance plan today?

utterance: Yes, thanks, I confirm to cancel the plan.

utterance: Alright great, please hold the line for one moment ma'am while I process that into the system.

utterance: Sure.

utterance: Okay so that's done, your plan with us is now canceled. Please don't hesitate to get in touch before the end of the month if you change your mind about transferring your policy to a new vehicle.

utterance: Sure thing, thanks.

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

utterance: Nope, that's all from me. Thanks for your help.

utterance: Not a problem. I hope you have a fantastic day, thank you for calling Rivertown Insurance.

utterance: Cheers, you too.

utterance: Bye now.

utterance: See ya!


utterance: Hi there you're speaking with Ronald how can I help you today?

utterance: #Uh yeah hi, I'm building a new house with my partner and we were just starting to wonder about insuring it, when the time's right, what our options are.

utterance: Yeah great, so would you like some advice on the various homeowner insurance plans we offer?

utterance: Yeah that'd be great thanks.

utterance: So for homeowners, we offer three tiered options. First off you're looking at our Basic Home plan which covers just your house and other structures on your property, which will include you know everything up to your garden shed, your fences, your swimming pool, things like that.

utterance: Uh-huh.

utterance: And as our most affordable homeowner premium, that's priced at twelve hundred per year.

utterance: What kind of protection does that one offer for like disasters or other circumstances?

utterance: Yeah so in the event of damage due to natural disasters such as fire, hurricanes, lightning, all our homeowner plans including Basic Home will compensate you so your house can be repaired or even completely rebuilt.

utterance: What about vandalism or robbery?

utterance: Yes, vandalism is included as a covered disaster in the Basic Home plan because it involves damage to your house itself. However, you'd need to consider the other two plans if you are looking for protection on your belongings inside the house in the event of a robbery or other disaster.

utterance: #Um alright. So can you run me through the other two options?

utterance: So essentially after Basic Home you're looking at Home Preferred, which insures not only the value of your house and other structures on your property, but the value of all the belongings inside your home, including whitegoods, furniture, electrical appliances, clothing and numerous other options. So the value of your house and it's contents are protected in the event of a disaster.

utterance: Right, and what's the pricing of that one?

utterance: So the Home Preferred plan is sixteen hundred per year. It's our most popular option because of it's comprehensive cover.

utterance: Uh-huh. And so what's the most expensive one?

utterance: The highest insurance premium we have for homeowners is the Home Complete plan at two thousand per year. Like Home Preferred, you'll be covered for your house and belongings in the event of a disaster. On top of that though, Home Complete includes liability insurance, which provides protection against claims resulting from injuries and damage to people and or property. It even covers damage caused by your pets. So if your dog bites your neighbour, we will pay your neighbour's medical expenses regardless of where the bite occured. If your child breaks your neighbour's fence, you can file a claim to reimburse her. If your neighbour slips on, say, a toy your child left in their garden and they successfully sue for pain suffering or lost wages, you'll be covered for that too.

utterance: #Oh, okay, I see. That sounds useful, but maybe not a likely enough scenario that we're willing to pay the extra. We only really wanted to ensure we'd be protected in a disaster.

utterance: Absolutely understandable. The only other extra I'll mention is that in the event that you are forced out of your home for some time, say while it's being rebuilt or repaired, the Home Complete plan includes insurance coverage for additional living expenses, that would reimburse you for the rent, hotel room, meals, and other costs you incur while waiting for your home to become habitable again. Keep in mind there are conditions and limits we can discuss if you're interested.

utterance: Mhm. Right. #Um so I've just got my husband on the line, would you mind holding for a moment so I can have a quick chat with him about the options?

utterance: Not a problem at all ma'am.

utterance: Hi, thanks for waiting. I think we're actually interested in the middle plan, the one with the both house and belongings included, but I think we'd like to review the fine print before we move forward.

utterance: That's totally fine. So if for now you're interested in the Home Preferred plan, what we can do today is create an account for you so that when you do feel ready to enroll in a plan, you can do so on our website or give us a ring again if you prefer and we'll already have you on file. I can also send some information pamphlets that include all the clauses of each policy to your email address or out in the mail if you prefer. How does that sound?

utterance: Yeah that sounds great, we'd be happy with that.

utterance: #Um okay so to create an account today, let's start with your first name and last name.

utterance: First name is Giulia, spelled g. i. u. l. i. a. Last name is Bianchi, b. i. a. n. c. h. i.

utterance: Great. I hope you don't mind me asking, but are you Italian?

utterance: Yes I am .

utterance: I am as well , which part of Italy are you from?

utterance: My parents are from Sicily what about you?

utterance: My mother was born in Tuscany actually, I'd love to go back and visit. Anyway , can I get your phone number Giulia?

utterance: Yes sure, six one seven.

utterance: six one seven.

utterance: eight five one.

utterance: eight five one.

utterance: one seven seven two.

utterance: One seven seven two. Great, now Ill just need you to create a security question that will be used to verify your identity when you next log in or call up.

utterance: Uh-huh.

utterance: So we have a range of five security questions relating to your mother's maiden name, the name of your childhood best friend, your high school, first pet and favourite teacher. Do you have a preference?

utterance: #Um we can do the name of my high school, which was North Riverview High.

utterance: Fantastic. Almost there! What is your date of birth?

utterance: April ninth nineteen eighty six.

utterance: Great. Can I have the street address of current residence, with state, city and zip code? You can update your address once you do move into your new home.

utterance: Okay, currently we are living at thirteen Black Street Newport, Massachusetts zero two one one five.

utterance: And the last thing I need is your social security number.

utterance: #Um okay, can you just hold on a moment while I grab my wallet?

utterance: Sure thing.

utterance: Right, yep, got it here. You ready?

utterance: Yes, ready for you.

utterance: Three six four.

utterance: Three six four.

utterance: Two five.

utterance: Two five.

utterance: Nine nine three two.

utterance: Nine nine three two. Okay fantastic Giuila, we have now set up an account for you with Rivertown Insurance. Now, would you prefer we send you some information pamphlets on our Homeowner plans to your email, or in the mail?

utterance: #Uh, in the mail would be good actually. You can send it to the address I gave you in Newport, we won't be moving for at least a month.

utterance: Wonderful, I'll just make a note of that in the system. Now in terms of logging in on our website, you will need your customer number that we've just issued for you to set up a password. It will be printed at the top of all documents you receive in the mail from us moving forward, but if you have a pen now I can read that to you so you can access the website within about one hour from now.

utterance: #Um yeah, I have a pen here, I can write it down. That's my customer number, did you say?

utterance: Yes, that's right. So the number is three three six four.

utterance: Okay, three three six four.

utterance: Two five five one.

utterance: Two five five one, okay.

utterance: So when you arrive at our website, just click on the sign in window and there will be an option to create password. You will only need your name and customer number. Does that make sense?

utterance: Yep no problemiss So I'll try log in in an hour or so and it should work?

utterance: Yes, around sixty minutes is usually the max.

utterance: Great.

utterance: And when that information comes in the mail, if you do have any questions regarding clause specificities in the various plans, please don't hesitate to pick up the phone and give us a call, one of our customer service agents will certainly help you with any queries.

utterance: Okay great, this has been really helpful, I was a little stressed with all the options but the Home Preferred plan sounds quite affordable for us. I just want to check all the conditions before we commit.

utterance: Yeah, I completely understand your approach, it's good not to rush these decisions. Now, is that all I can do for you today?

utterance: Yes, we're good to move forward now. I'll definitely be in touch again if we have more questions.

utterance: Fantastic Giulia. Well thank you so much for considering Rivertown Insurance for your next home.

utterance: Not a problem, thanks, have a great day!

utterance: Thanks, you too!

utterance: Bye!

utterance: Bye now.


utterance: Hello, This is Tina. It's a great day at Rivertown Insurance. How can I help you?

utterance: Hi Tina. How's your day going?

utterance: My day is going great! Thank you for asking. Could I inquire who it is I am speaking with, please?

utterance: Oh yeah, I'm sorry! My name is Gregory Baumgardner and my policy number is AU-two six five four seven one F

utterance: Thank you, mister Baumgardner. Now, to verify your identity could you please give me your home address?

utterance: Sure. It's one two nine three one Crestview Drive Chicago, Illinois six four one eight eight .

utterance: Great! Can you provide me with your four digit account security PIN also, please?

utterance: #Uh yeah, it's right here written down. Here it is! It's eight five zero three .

utterance: Okay, wonderful! I have verified you as the account holder and have your account pulled up. #Um what can

utterance: I do for you today?

utterance: Well you see, I got pulled over a couple days ago and the officer ask me for proof of insurance.

utterance: I thought for sure it was in the you know, in the glove box. I looked and looked and can't seem to

utterance: find it. So, I told him

utterance: Oh no, mister Baumgardner! I'm so sorry you had to go thru that! So, you are needing proof of insurance then,

utterance: correct?

utterance: Yeas ma'am. The officer said I would need to bring proof of insurance with me to court.

utterance: Absolutely, sir. I can assist you with that. First, I will need some more information from you before I can send

utterance: that out. I need your first and last name, date of birth and your customer number, please.

utterance: Well, I already gave you my name and things! #Uh you should have the rest of it on file!

utterance: My apologies, sir. I know it's a bit redundant but it's Rivertown company policy to confirm such details

utterance: before sending out replacement cards.

utterance: Alright then, my name is Gregory Baumgardner and my date of birth is November twenty-third nineteen

utterance: forty-nine. I'm not sure what my customer number is. Your gonna have to wait a minute while I have

utterance: my wife get it.

utterance: No problem, sir. I will be right here on the line until you come back.

utterance: Okay, are you still there?

utterance: Yes sir, mister Baumgardner. I am here and ready to input your customer number.

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

utterance: Perfect! Just to confirm I have the correct number, you said your customer ID is seven six nine three four five six one, correct?

utterance: Correct.

utterance: Okay, I have all the information I need. Now, would you like me to send your replacement card through the

utterance: regular mail, in which case it will take five to seven working days to arrive, or I can send it via email which you

utterance: will receive immediately following our call?

utterance: I'm an old man Miss Tina. I don't know nothing bout that email crap! Regular mail will do.

utterance: Okay, sir, I understand completely. So, just to confirm your mailing address to assure reliable delivery

utterance: you said your home address is one two nine three one Crestview Drive Chicago, Illinois six four one eight eight, correct?

utterance: Yes ma'am, that is correct.

utterance: Great, mister Baumgardner. I have input into the computer, your request to have a replacement insurance card

utterance: mailed to your home address. It will be sent out today, and as I said, it will arrive in approximately five to

utterance: seven working days. This service is free of charge as is stated in your policy. I do want to let you know

utterance: though, you only get one replacement, you know, one replacement card free of charge per year.

utterance: After the first replacement card each additional replacement card is let me see. Yes, each additional

utterance: card will be ten dollars per card. So, be sure to put it safely in your glovebox where it's handy to show proof.

utterance: Well yes yeah. #Uh, like I told ya, I'm sure I put that dang card in the you know, the whatchacallit

utterance: the glovebox. I just don't know. Maybe the wife, she could've moved it. She's always just moving stuff

utterance: around all over everywhere. I tell that woman just leave things put but she just don't listen. I tell her and tell

utterance: her. For almost fifty years we been together but you know, she don't leave nothing be!

utterance: Well, I am glad, mister Baumgardner, I was able to assist you with replacing the card.

utterance: Yes ma'am, Miss Tina. You sure were helpful. You do a good job. You tell your boss mister Baumgardner says

utterance: you deserve a big raise! [Laughter]

utterance: [Laughter] Well, thank you, mister Baumgardner! It's very nice to be appreciated. I will definitely let him know.

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

utterance: No Miss Tina. I believe that's all I needed to tend to for today. I thank ya again for your help.

utterance: Your more than welcome, sir. It was my pleasure serving you today. If there's nothing else then, Mr.

utterance: Baumgardner, you have yourself a great day. Give us a call anytime. We're here twenty-four hours a day to

utterance: assist you with all your insurance needs. Rivertown Insurance Company thanks you for your patronage. Until

utterance: next time, sir, goodbye.

utterance: Okay then, goodbye Miss Tina. You have a good day as well. Goodbye now!


utterance: Thank you for calling Rivertown Insurance. How can I be of assistance? My name is Krista.

utterance: Hi. I'm calling about my father's life insurance policy.

utterance: Yes? How can I help you?

utterance: My father recently passed, and I wanna look into his policy and what it covers.

utterance: Okay. I'm very sorry to hear that.

utterance: Thank you.

utterance: I'll need to get your father's information. Do you have that available?

utterance: Yes. #Um, I think I do.

utterance: Okay. First I'll need his full name.

utterance: Errol John Wilson.

utterance: Thank you.

utterance: Your welcome.

utterance: Now I'll need his date of birth.

utterance: lt's January sixteenth, nineteen fifty-three.

utterance: Great. And his account number?

utterance: Four six three two, nine five four two.

utterance: Thank you for confirming his information. Now may I have your name?

utterance: My name is Errol John Wilson, Jr.

utterance: Hi Errol. Is it okay to call you Errol?

utterance: Yes, that's fine.

utterance: Oh, there's a few more things I need from you, Errol.

utterance: Okay.

utterance: I need your father's address.

utterance: It's twenty-nine hundred West Oakdale Drive.

utterance: Thank you. And the city and state?

utterance: Southfield, Michigan.

utterance: Thank you. Now I need to know your father's cause of death.

utterance: He was, was in a car accident. It was a multi-car pileup because of rain.

utterance: Oh, I'm so sorry.

utterance: Yeah, it was a shock.

utterance: And when did the accident happen?

utterance: It happened on July thirteenth of this year.

utterance: So July fifteenth, twenty twenty-one?

utterance: No. July thirteenth.

utterance: Oh, my apologies. July thirteenth twenty twenty-one?

utterance: Yes. That's right.

utterance: Okay. The last thing I need is a contact number for you.

utterance: My cell is four eight oh, six nine three, eight nine six zero.

utterance: Thank you Errol.

utterance: No problem. Can I do this online?

utterance: No. Unfortunately. The online system doesn't allow you to file a life insurance claim.

utterance: Oh.

utterance: The account is under your father's name and he can't file his own life insurance claim.

utterance: Oh, I see.

utterance: Sorry for the inconvenience, but you're doing it the only way possible without coming into the office.

utterance: Gotcha.

utterance: Okay the claim has been logged and since you're the beneficiary, there's nothing else to do at this time.

utterance: Do you have a claim number for me?

utterance: Yes. It's seven two one one, six seven one eight.

utterance: Seven two one one, six seven one eight?

utterance: That's correct.

utterance: There's so much to do to take care of everything. I'm feeling overwhelmed.

utterance: I can sympathize.

utterance: So I don't have to do anything now?

utterance: No, nothing right now. The claims department will be in touch and you'll be receiving documents in the mail.

utterance: Will it come to my father's address?

utterance: Yes. Unless you want them forwarded to your address instead.

utterance: That would be really helpful.

utterance: Okay. What address do you want me to forward to?

utterance: My address is four twenty-three Taft Boulevard, Southfield, Michigan four eight oh seven five.

utterance: Thank you for that.

utterance: Your welcome.

utterance: You will also need a certified copy of your father's death certificate.

utterance: Okay. Copies of that are on the way to me.

utterance: Good. That will make the process go faster on your claim.

utterance: #Um thanks so much for your help.

utterance: It is my pleasure, sir. Again I am sorry for your loss.

utterance: Thank you.

utterance: Your claim is logged and is now in process. Can I do anything else for you?

utterance: Well, I need to make sure that his automatic payments for his policy are cancelled.

utterance: Okay, I can help you do that.

utterance: Thanks, this has been trying.

utterance: Your welcome.

utterance: I need all the h- help I c- can get right now.

utterance: Okay. I've cancelled the automatic payments. Nothing else will be charged to this policy.

utterance: Perfect.

utterance: Is there anything else I can do?

utterance: No. #Um, I can't think of anything else right now.

utterance: Well, please give us a call back if you forgot something, we'll be glad to help.

utterance: What are your hours for customer service?

utterance: We are here twenty-four seven, three hundred sixty five days a year.

utterance: Oh, well that covers it, doesn't it?

utterance: Yes. We wanna make sure that our clients can reach us at anytime, day or night.

utterance: Thank you. That is awesome.

utterance: We are always here for you.

utterance: Do you know what kind of documents will be sent to me?

utterance: Well, not exactly, that's not my department.

utterance: Will they require notarization?

utterance: Oh yes, I can definitely tell you that. All documents will need to be notarized.

utterance: Is there anything else I need to have for the claim?

utterance: Well, I know you'll need a copy of your father's and your birth certificate and a copy of your driver's license.

utterance: Thank you. I appreciate that.

utterance: Not at all.

utterance: Well, I guess that's all of my questions for now.

utterance: You will receive detailed instructions on all of the paperwork from the claims department.

utterance: Okay.

utterance: Okay, Errol. It's been my pleasure helping you. If there's nothing else?

utterance: No. That's it. Thank you.

utterance: Your very welcome. Thank you for calling Rivertown Insurance. You have a nice day.

utterance: You, too. Bye.


utterance: Hello. Rivertown Insurance. May I help you?

utterance: Hello. I want to report an accident.

utterance: Can I get your name?

utterance: My name is Sally Cunningham.

utterance: Sally, my name is Bruce.

utterance: Hi Bruce.

utterance: First of all, are you injured?

utterance: #Um, I'm sore, and I have a headache, but nothing's broken.

utterance: Okay. Please be sure and see a doctor as soon as you can.

utterance: I will.

utterance: Okay. What's your birthdate, Sally.

utterance: It's April twentieth, nineteen eighty-five.

utterance: And your policy number?

utterance: My pol- policy number is nine zero five two, five six three one.

utterance: Thank you for verifying your identity.

utterance: Uh-huh.

utterance: I'm glad nothing is broken, but some problems can develop later, so please see a doctor.

utterance: Okay. I will.

utterance: Okay Sally, can you tell me what happened?

utterance: I was driving down McCulloch Boulevard when the car next to me came into my lane.

utterance: Oh no.

utterance: Oh yes! The car side swiped me and I swerved off of the road and hit a decorative fountain.

utterance: That's too bad. What kind of car do you have?

utterance: A Ford Escape.

utterance: And the year?

utterance: Two thousand twenty.

utterance: I'll need your city and state as well.

utterance: Flagstaff, Arizona.

utterance: Thanks.

utterance: Of course.

utterance: Have the police been called?

utterance: Yes. They are just arriving.

utterance: Did the other car stop?

utterance: Yes.

utterance: Were you able to exchange information yet?

utterance: His name is Bradley Tucker and he's from Flagstaff as well.

utterance: What is his insurance company?

utterance: He's also with Rivertown Insurance.

utterance: Very Good. That makes it a bit easier only dealing with one insurance company.

utterance: Yes, I guess so.

utterance: And did you get his driver's license number.

utterance: Yes. Six four six two, one nine nine nine.

utterance: And his phone number?

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

utterance: Perfect. That's all the information we need. Your accident report has been logged.

utterance: Is there anything else I need to do?

utterance: Just give the police officer your insurance information and we will get a copy of the report.

utterance: Oh.

utterance: Then someone will be in contact with you in three to five business days.

utterance: Okay.

utterance: Thank you for calling Rivertown Insurance. Please call us back if you have any questions about your report.

utterance: I will. Good-bye.