utterance: Good morning! This is Rivertown Insurance. How can I help you today?

utterance: Hi. #Um, well, I'm calling because I have no fence as of yesterday and I need to get it fixed right away.

utterance: #Uh-oh. That's awful.

utterance: Yeah, it was pretty scary. Wind storm out of nowhere. Probably a microburst or something.

utterance: #Oh #wow. Crazy. Ok. Let's get this started. Do you have your policy number?

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

utterance: Ok. Five one one three seven nine six two three five?

utterance: Yes. That's right.

utterance: Ok. One second. Ok, Missus Anderson?

utterance: Yes, Becky.

utterance: Ok, Becky. I need to verify your account using one of your security questions.

utterance: Ok. Shoot.

utterance: What was the name of your first pet?

utterance: #Um. Spike.

utterance: Great. Thanks for verifying. Now, I'll need to ask you some questions to open a claim.

utterance: Sure, go ahead.

utterance: On what date did the damage, happen? The storm?

utterance: It was yesterday, so July twenty seventh.

utterance: Ok. July two seven. Got it. And, you said it was a storm?

utterance: Yes, very windy. I checked the weather that morning and it showed rain, but didn't mention how strong the winds were going to be. They literally came out of nowhere!

utterance: #Wow. You're not the first person that's called in about this.

utterance: Yeah, our whole neighborhood was a disaster afterwards.

utterance: #Wow. Ok. We'll get this sorted out. What was damaged?

utterance: Well, the left side, the north side of our property. The brick wall crumbled into our yard. We share it with our neighbor.

utterance: #Oh, it's a shared wall?

utterance: Yes.

utterance: Ok. I'll need to make note of that 'cause your adjuster will need to work with their adjuster to figure it out.

utterance: Sounds good. Do you need their insurance info?

utterance: No, your adjuster will figure it out for you.

utterance: Ok. Good. I'm not super close with my neighbor.

utterance: No problem. Now was there anything else that was damaged from the wall?

utterance: Yes, our a.c. unit was next to the wall. It is dented on one side, but it seems to be running fine.

utterance: #Oh, good. This is not the time of year to have a broken a.c.

utterance: No kidding. I'm glad, too.

utterance: Yes. So anything else, that was damaged by the wall?

utterance: The edge of our pool. There were a couple of the bricks from the wall that crunched the edge of the pool.

utterance: Got it. Ok. And, were there any injuries?

utterance: No, thankfully, but almost! We, my son and I, as soon as the wind started, we ran outside to grab the lawn chairs and umbrella and the umbrella is, you know, metal, so it was like carrying a huge lightning rod around the yard. .

utterance: #Oh, man.

utterance: Yes, not good. Then about five minutes later we heard a loud crack and I think it was lightning, then my son came, I was upstairs getting ready for bed, and he came running upstair and said our neighbors wall had fallen into our yard.

utterance: #Mhm.

utterance: I went down and saw it crumbled all over that side of the yard. It's a miracle we weren't out there when it hit.

utterance: #Wow. No kidding.

utterance: Then, I remembered we had our security camera installed a few months ago, so I looked up the footage and saw the bright light, flash, then the wall crumbling.

utterance: Gosh. So good no one was hurt.

utterance: I know. So glad.

utterance: Ok. So is there any way you would be able to upload that footage to us as soon as we open your claim page?

utterance: Claim page?

utterance: #Oh, sorry. Yeah, as soon as I open a claim, on your, login page, you'll see the claim and you'll be able to securely upload the documentation we'll need to process your benefit.

utterance: #Oh. Ok. Great. Yes, I think it's downloadable. My husband might know more about it.

utterance: Ok. Good. I'll add this to my notes, so the adjuster knows it will be available.

utterance: Ok. Thanks.

utterance: No problem. Now, you have a deductible, so whatever the final estimate, total will be for the damages, we'll reduce that amount by two hundred dollars, which is the amount of your deductible. Ok?

utterance: #Yep. I figure that would happen.

utterance: Ok. Great. #Um. One second. I'm finishing this up. And, I'm assuming your email address is the same?

utterance: Yes.

utterance: Ok. Thanks. I'll be sending you a link to the claim page, so that when the adjuster gets there, well, he'll send you the information you'll need to upload.

utterance: I get it. Yeah. Ok.

utterance: Let's get your appointment made. #Um, let me pull the adjuster schedules up.

utterance: Ok.

utterance: It looks like, #oh, they are busy this week. Probably because of this storm. Gosh, the first opening is Monday.

utterance: Oh. Ok. We have a dog, so I was hoping to start this process as soon as possible.

utterance: Well, you can surely ask a contractor to come by and give an estimate, just don't move anything or at least take photos of the original damage.

utterance: Will do. We can probably put up a temporary fence for the dog.

utterance: Great. That works. So, Monday at eleven thirty. Will that work?

utterance: I'll be at work. Is there anything after five p.m.

utterance: I can, it looks like Tuesday we can schedule you for five fifteen. Would that work?

utterance: Yeah. That's find. Five fifteen. Got it.

utterance: Good. Ok, let me finish making this appointment. One moment.

utterance: Thanks.

utterance: Ok. You're all set. Do you have any questions for me?

utterance: No, I think that's it. The adjuster will come, then they'll let me know my next steps?

utterance: Yes. In the mean time if you can upload that video, it would be super helpful.

utterance: Yes. I'll talk to my husband about it.

utterance: Great. Anything lese I can help you with today?

utterance: #Um, #nope. That'll do it.

utterance: Ok. Thanks so much for trusting Rivertown Insurance. Have a lovely evening.

utterance: Thank you. You do the same.

utterance: Thanks. Bye.

utterance: Bye.


speaker_role: Agent

utterance: Hi! This is Rachel at Rivertown Insurance. How can I help you today?

speaker_role: Customer

utterance: Hi. Well, I signed up for pet insurance last month and I noticed my bill's kinda high. I'm not sure what's going on.

utterance: #Oh. #Hm. Let's look into that.

utterance: Ok.

utterance: Let me start by getting your name.

utterance: Brenda.

utterance: #Uh. Brenda. Last name?

utterance: Petrov.

utterance: P.e.t.r.o.v.?

utterance: Yeah. #Wow! You got it right! .

utterance: Lucky guess.

utterance: Nobody ever gets that right.

utterance: It pretty much sounds like it's spelled, so I'm just lucky.

utterance: Now, let's see. I'll need to verify your account by asking one of your security questions. Ok?

utterance: Sure. Go ahead.

utterance: #Um, what's the name of your favorite teacher?

utterance: #Oh, boy. I, probably would be missus Perkins.

utterance: #Yep! That's it.

utterance: Good.

utterance: Thanks for verifying.

utterance: Yep.

utterance: Now, let's see about this charge on your pet insurance?

utterance: Ok. Yep. Pet.

utterance: Thanks. One moment.

utterance: Sure.

utterance: #Um, well, I see you signed up on May first and the first payment went through. You were set up for automatic payments and electronic billing.

utterance: Yes.

utterance: #Hm. Yeah. I see that they processed a Preferred payment, not the Basic, Petcare Basic.

utterance: Right. That's the problem. It's almost twice as much.

utterance: Yeah, it is. Ok. Let me see.

utterance: #Mhm.

utterance: #Hm, not sure why, but the system converted your plan from the Basic to Preferred. Strange.

utterance: Yeah. Not what I signed up for.

utterance: Right. #Um, I'll just change this back.

utterance: Ok.

utterance: And, I think they'll, yes, they'll just apply a credit to your account next month.

utterance: Ok. I was hoping they could refund me.

utterance: Unfortunately, since it is an automatic payment, they won't be able to do that. We can't process refunds through that system.

utterance: Bummer.

utterance: Yeah. Sorry. But, you'll see the adjustment next month. You probably won't have a bill at all.

utterance: I shouldn't.

utterance: Right. You're right.

utterance: Ok.

utterance: Well, is there anything else I can do for you today?

utterance: What's the Preferred plan, again?

utterance: It's just a higher discount for office visits and prescribed medications.

utterance: #Oh.

utterance: Plus, your annual vet visit is free and your, vaccinations are free, too.

utterance: Ok. How much more of a discount?

utterance: Basic starts at fifty percent and Preferred is eighty.

utterance: Eighty percent of everything?

utterance: Everything.

utterance: Prescriptions, too?

utterance: #Yep. That, too.

utterance: Double the cost, though.

utterance: Yeah. It's something to consider, though. Especially, when they get older.

utterance: #Oh. Hadn't thought of that.

utterance: Yeah. A lot of people don't think about like elder care for their pets. And.

utterance: So true. I didn't think of it.

utterance: Right? And, if they get into any accidents, it can get expensive.

utterance: Right. Like something is broken or they need surgery.

utterance: Exactly.

utterance: #Hm.

utterance: Are you considering goin for the Preferred?

utterance: Well, maybe. Can you hand on a second. I'm going to text my husband to see what he thinks.

utterance: Yes. I'll hang on.

utterance: [sounds of texting].

utterance: Brenda?

utterance: Yes, hang on.

utterance: Take your time I was just going to put you on hold for a moment if that's ok, while you're texting.

utterance: Sure.

utterance: Thanks.

utterance: [sounds of texting].

utterance: Brenda? You there?

utterance: Yes. Here.

utterance: Did you finish up talking to your husband?

utterance: Yeah. He wants to know if those emergency clinics are covered, too.

utterance: #Oh. Right, like emergency vets. #Huh. Let me check.

utterance: Ok.

utterance: Let's see here. Yes, anything is covered as long as it is billed by a licensed veterinarian.

utterance: Got it. One second. [sounds of texting].

utterance: Sure.

utterance: Yes. Yes, he wants to change plans. So.

utterance: Great! #Hm, it's possible I don't need to do anything since you, wait. I think I can no I can back out of what I did before. Hang on a second.

utterance: Ok.

utterance: #Yes. It didn't go through yet. I'll cancel the request. Alright. You are officially on the Preferred Plan.

utterance: Great. So, my monthly payment is what?

utterance: With your five percent discount for automatic payments and electronic billing, it will be seventy nine sixteen.

utterance: Seventy nine sixteen. Got it.

utterance: You are all set!

utterance: I guess I really didn't need to call. .

utterance: No. Glad you did. We still need to figure out, tech wise, what happened with that, the processing of your plan. Is there anything else today, Brenda?

utterance: No, no that'll do it. Thanks. Have a good day.

utterance: Thanks, you, too. Bye.

utterance: Bye.


utterance: Hi, my name's Antonio. Thanks for calling Rivertown Insurance. How can I help you?

utterance: Hey there. I'm calling about changing my plan.

utterance: Ok. And, which plan do you have, which plan do you want to change?

utterance: I've got life insurance with you.

utterance: Ok. I'll need to pull up your account. Can I get your full name?

utterance: Sure, it's Kiki Winthrup.

utterance: Kiki, is that short for something else?

utterance: #Oh, jeez, I always forget to say my real name. Sorry. It's Kathleen, but my middle name's Nicole, so they started calling me Nicki, which turned into Kiki.

utterance: No problem. Kathleen Winthrup. Kiki, what's your birthdate?

utterance: February sixth, nineteen ninety seven.

utterance: Thank you. Ninety seven. Good. Can I, I need to verify your account by asking you one of your security questions.

utterance: Ok.

utterance: What's the name of your high school?

utterance: Welsh Mountain High.

utterance: Perfect. Thanks.

utterance: #Mhm.

utterance: So, I see you have a Term Life policy with us and you said you wanted to change it, correct?

utterance: Yes, I want the one where you can borrow money against it.

utterance: Sure. Yes, you can borrow money against the total amount you've contributed on the day of the loan request. Make sense?

utterance: Yes. That's what I need.

utterance: Ok, sure. I can do that. Give me one minute.

utterance: Ok.

utterance: Ok, so for the Universal Life, there's a bit more extensive application process, but it shouldn't be a problem.

utterance: Ok. What do you need?

utterance: I'll just need to send you an application, which will have a few health questions and then that application goes to our underwriters.

utterance: Ok. Do you send it to me in the mail?

utterance: No, I can send it to you, in, well, it will be an email with a link to your dashboard where you'll see your documents and it'll be in there.

utterance: Ok, so I can fill it out online?

utterance: Yes. Once the underwriters have the application if there is anything they need to talk with your doctors about, they get authorization from you first to get your medical records.

utterance: Ok. I don't really see doctors all that much. Just like if I need antibiotics or something.

utterance: No problem. Then they, probably won't need to do that, but just in case, I'm letting you know what the process is, ok?

utterance: Yeah. Ok.

utterance: After the underwriters review your application, they may want to do a quick medical questionairre with you over the phone, but we won't know until after you fill out the application.

utterance: Ok, how long does it all take?

utterance: Right now, the process is running about four to six weeks.

utterance: #Oh. #Wow. That seems like a long time.

utterance: I know, but with COVID and all, the underwriters are busy right now.

utterance: #Oh. I get it. No worries. As long as my other policy is good while I'm applying for this other one, I'm good.

utterance: Yes. Your other policy will be in tact throughout the application process.

utterance: Cool. Thanks.

utterance: Sure. Now, I need to verify your email address.

utterance: Sure. It's k.i.k.i. like my name, loves ham at gmail.

utterance: Kiki loves ham?

utterance: #Yep. All true.

utterance: Funny. Thanks. One minute.

utterance: Sure.

utterance: Ok. I've verified your email address and send the link to you to the application. After you submit the application, there's nothing else to do except wait for the underwriter to contact you and that might take a while right now.

utterance: I understand. Ok.

utterance: If you have any questions during the process, you can call me. My extension is listed in the email I just sent.

utterance: Cool. Thanks.

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

utterance: Can you tell me how much more it's going to be a month?

utterance: #Oh, no problem. One second.

utterance: #Mhm.

utterance: It will be nine hundred more per year.

utterance: Ok, so it went from three hundred a year to, what? Twelve hundred?

utterance: Correct.

utterance: Ok. That's about what I thought it would be.

utterance: Great. Do you have any more questions?

utterance: I read online that the coverage is three hundred thousand, right?

utterance: #Um, yes. Yeah, that's right.

utterance: Ok. Thanks. I'm all good, now.

utterance: Great and, again, if you have any, questions, just give us a ring.

utterance: Alright. Thanks.

utterance: Thanks again for calling Rivertown Insurance. Have a great day!

utterance: Thanks. You, too.

utterance: Bye.

utterance: Bye bye.


utterance: Hi, thanks for calling Rivertown Insurance, this is Dana, how can I help you?

utterance: Hi. Um, I'm calling to get a quote for auto insurance.

utterance: Sure, no problem. Let me open up the right page here.

utterance: Ok.

utterance: Alright. What's your name? First and last?

utterance: Deb Marlin.

utterance: Oh, sorry. Your name as it appears on your drivers license.

utterance: Oh, right. Um, Debra Marlin.

utterance: D.e.b.o.r.a.h?

utterance: Uh, no. D.e.b.r.a.

utterance: Got it. Ok. And, is Marlin m.a.r.l.i.n?

utterance: Yeah. That's right.

utterance: Ok. Your date of birth, please.

utterance: Five ten nineteen ninety nine.

utterance: Ok. May tenth ninety nine. Got it. Your home address?

utterance: Fifty two seventy nine Oakland Avenue Chalton Oklahoma five two seven eight one.

utterance: Five two seven eight one. Got it. Now, a good number for you?

utterance: Six o two eight seven one five eight three three.

utterance: Six zero two eight seven one five eight three three. Got it. And, your email address?

utterance: D.e.b.s.m.a.i.l.b.a.g. at gmail.

utterance: Ok. Deb's mailbag at gmail?

utterance: Yep.

utterance: Ok. Now I have to ask you a few questions to get an accurate quote. Ok?

utterance: Um, sure. Go ahead.

utterance: In the last two years, have you had any vehicle violations?

utterance: No. I got a warning for speeding, but it shouldn't show up on my record.

utterance: Ok. No problem. And do you have a valid drivers license?

utterance: I hope so. I'm driving around.

utterance: Sorry. We have to ask.

utterance: No worries.

utterance: Now I need the year, make and model of your vehicle.

utterance: Uh, two thousand seven Honda Accord.

utterance: Ok. And, what's the primary use of your vehicle? Personal or business?

utterance: Personal.

utterance: Ok. Thanks. How many miles do you drive each year?

utterance: Um, let's see, probably about seven thousand? Um, yeah. That seems right.

utterance: Ok. Seven thousand. Now, do you own the car?

utterance: Yeah, it's mine.

utterance: So, there is no lean holder?

utterance: Oh, you mean if I have a loan. Um, no. It's paid for.

utterance: Is your name the only name on the title?

utterance: Yeah, just me.

utterance: Ok. Thanks. Does your car have an anti-theft device?

utterance: Hm. I'm not sure. Probably.

utterance: Ok. For that year, it probably does. I'll say it does and if you find out different, just let us know.

utterance: Ok. Thanks.

utterance: Yep. Now, what is your occupation?

utterance: Um, I'm a dental tech.

utterance: Ok. And, your highest level of education?

utterance: Um, tech school, it's an associate's degree.

utterance: Ok. Thanks. And, what's your marital status?

utterance: Divorced.

utterance: Thanks. Are you currently insured?

utterance: Yes, but the company changed hands and my policy went up.

utterance: Oh bummer. Ok. Um, let's see what we can do. Do you own a home or rent?

utterance: I rent.

utterance: Ok. Great. Now we'll get into what kind of coverage you need. Since you own your car, you won't have to have full coverage unless you want it.

utterance: What do you mean?

utterance: Like, you could just have liability instead.

utterance: Oh, no. I want full coverage.

utterance: Great. There are a few options for you. The basic is one hundred fifty thousand in uninsured coverage, one hundred fifty thousand in under-insured coverage, and one hundred thousand in medical coverage.

utterance: Hm. Ok. I'm not sure. Is there one with a higher medical?

utterance: Yes. We have, two more tiers of coverage. Each one increases the coverage by fifty thousand dollars, so the Preferred Auto is two hundred thousand for uninsured, two hundred thousand for under-insured, and one hundred fifty for medical.

utterance: Ok. And the next one up is fifty thousand on top of those?

utterance: Yeah. It's called Complete Auto and it would be two hundred fifty thousand for uninsured and under-insured, then two hundred thousand for medical.

utterance: Got it. Ok. Let's go with the Preferred.

utterance: Perfect. Ok.

utterance: How much is that?

utterance: Uh, for you it's fifteen hundred a year.

utterance: Would I pay monthly?

utterance: Well, we can set it up monthly or bi-annually.

utterance: Like every six months?

utterance: Yeah. So it would be seven fifty every six months.

utterance: Ok and what would it be monthly?

utterance: Well, we add a processing fee if we set it up monthly, but it's only a few dollars more a month.

utterance: So, it would be, what?

utterance: Um, one second, let me calculate that. Uh, it would be one twenty eight a month.

utterance: Ok. When do you take it out of my account?

utterance: The monthly payments come out the first of each month.

utterance: Right. Ok. So, what if I went with every six months? When would it come out?

utterance: We would process a six-month payment now, then six months from today's date, we would process another.

utterance: Ok. Would it be automatic payments?

utterance: We can set it up that way if you'd like. Actually, we give a five percent discount if it's all done electronically, so we would set you up with electronic billing, also.

utterance: Oh, great. Thanks.

utterance: Yeah. No problem. So your total for monthly would be one twenty one sixty or bi-annually it would be seven twelve fifty.

utterance: Ok. Let's go with monthly.

utterance: Great. So, would you like to enroll today?

utterance: Yeah. Um, let's do it. My other insurance is like twenty dollars more a month.

utterance: Wow. Glad we could save you money.

utterance: Me, too.

utterance: Ok, so I'll be sending you an email confirmation with the policy attached. If you have any questions, please call us.

utterance: Great. Thanks. Will do.

utterance: Alright, well, have a great day and thanks for choosing Rivertown Insurance!

utterance: Thanks. You, too.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. This is Tom. What can I do for you?

utterance: Hi. I need to start a claim for my car.

utterance: Ok. I can help with that. What's your full name?

utterance: Hayley Bingham.

utterance: How do you spell your first name?

utterance: #Um, h.a.l.e.y.

utterance: Thanks. And your last is b.i.n.g.a.m.?

utterance: With an h. after the g.

utterance: Got it. Thanks. B.i.n.g.h.a.m.

utterance: #Yep.

utterance: Ok. Thanks. Can I get your birthday, please?

utterance: Yeah. One, eighteen, o. one.

utterance: January eighteen, two thousand one?

utterance: Yes.

utterance: Thanks. Ok. #Um, I see your account, but before we move on, I need to verify it using asking one of your security questions. Ok?

utterance: Sure.

utterance: What is the name of your childhood best friend?

utterance: I honestly don't remember what I would've put for that.

utterance: No problem. I can ask another. What is your, the name of your first pet.

utterance: That would be Freckles.

utterance: #Yep. Good. Ok, thanks. Now, I see you have Basic Auto. Were you involved in an accident?

utterance: Well, my car was damaged when I was in the store. I came out and the entire left side was dented in.

utterance: #Uh-oh. A hit and run?

utterance: Yes. I was so mad.

utterance: Ok, so you were in a parking lot?

utterance: No, I was parallel parked on the road.

utterance: Ok, so there was a police report?

utterance: Yeah. I called them because the person who hit me left.

utterance: Good. They need to know, in case there are others in the area with damage.

utterance: So, what happens now? Is my car covered?

utterance: Well, there's a process we'll go through to get your car repaired.

utterance: Ok. What do you need from me?

utterance: #Um, I'll be asking you a few questions, I'll submit a claim, then we'll make an appointment for an adjuster to come out to look over your car, then he'll, they'll prepare an estimate, then you can take it in to a repair facility of your choice, or we can find one for you.

utterance: #Oh. Ok.

utterance: The first questions I have for you is when did the damage occur?

utterance: Yesterday.

utterance: Ok, and the location?

utterance: In front of the guitar store on third.

utterance: Do you have the address of the store?

utterance: #Um, let me think, hang on let me look in my phone.

utterance: No, that's ok, just give me the name of the store and I'll look it up for you.

utterance: Ok. Thanks. It's the Guitar Center.

utterance: Got it. Looks like it's nine o. one Third Street. Correct.

utterance: Yeah. Yes. That's the it.

utterance: Ok. Thanks. Now, can you describe the damage of on the vehicle.

utterance: Yeah, on my driver's side it's dented in.

utterance: The whole length of the car?

utterance: #Nah, mostly the front half, like, from the headlight to the backseat.

utterance: Ok, and is the car drivable.

utterance: Yeah, but I can't get in the driver's door. I have to get in on the passenger's side.

utterance: Right. Ok.

utterance: #Oh, the front tire was flat, too. I had to take it in yesterday to get it looked at.

utterance: Was it permanently damaged?

utterance: No, just that little, the thing you air it up with? The.

utterance: The valve stem?

utterance: Yes, that's it.

utterance: Ok. Did they replace it for you?

utterance: Yes.

utterance: Ok. Was there a charge for it?

utterance: #Uh, no. I bought my tires there, so it's part of their deal, for their customers. You know.

utterance: Got it. Thanks. Ok, and where is your vehicle now? At home?

utterance: Yes. I can drive it.

utterance: Good. Ok. Let me finish up some things here and we'll set you up with an appointment.

utterance: #Uh-huh.

utterance: Ok. That's submitted. Now, I'll go pull up the, here, the adjuster's schedule. #Um, it looks like the first opening is Wednesday, this Wednesday.

utterance: What time?

utterance: Looks like the soonest is three p.m.

utterance: That should work. I work an alternate schedule that week. I'm on nights.

utterance: #Oh, that must be tough.

utterance: #Nah, I like it. It's quiet.

utterance: Where do you work?

utterance: At a wherehouse. Loading trucks.

utterance: #Oh, gotcha. What kind of wherehouse?

utterance: For Amazon. The distribution center.

utterance: #Oh got it. I would think it would be busy.

utterance: Not too bad on nights. Mostly, prepping orders to go out.

utterance: Right. That makes sense.

utterance: Morning shift is the worst. They take all the prepped boxes from night shift and try to get them all out in the first run, so everyone's in a hurry.

utterance: But, you're done by then.

utterance: On my alternate schedules, yeah.

utterance: Nice. Ok, so I've got this appointment made. Now, you'll be receiving an email with the confirmation of the appointment as well as the link to the claim page where you can upload photos of the damage and the police report once you get it. #Er, unless you have it already.

utterance: No, not yet.

utterance: Ok. So, you can upload it whenever you get it. After the adjuster createds the estimate, you can take it to a repair facility of your choice or.

utterance: Or, you can pick one for me?

utterance: Right. You got it.

utterance: Great. Thanks.

utterance: Ok, any more questions for me?

utterance: #Nope.

utterance: Ok, well, thanks for calling Rivertown Insurance. Hope you have a great day.

utterance: You, too. Thanks.

utterance: Thank you, bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. This is Brandon. How can I help you?

utterance: I'm, calling to find out about your pet insurance.

utterance: Not a problem. I can help you with that.

utterance: Thanks.

utterance: Do you already have an account with us?

utterance: No. This is the first time I've called.

utterance: Ok. No problem. We'll get you set up.

utterance: Thanks.

utterance: Can I get your name?

utterance: Diego.

utterance: Thanks, Diego. So, did you get a chance to look at the different plans online?

utterance: I skimmed over it, but not in detail.

utterance: Ok. No problem. I can walk you through it.

utterance: Thanks.

utterance: #Mhm. First, we have our Petcare Basic, which is a plan that provides for a fifty percent discount on vets visits, prescription medications, and a seventy percent discount on vaccinations.

utterance: Ok. Hang on. I'm writing this down.

utterance: No problem. Let me know when you're ready.

utterance: Ok. Ready.

utterance: Ok. The second plan we have is called Petcare Preferred that provides for an eighty percent discount on vets visits, and prescription medications. Also, vaccinations and one annual well-visit is included, free.

utterance: Nice. Ok. How much for each?

utterance: The Basic is five hundred a year and the Preferred is, a thousand a year.

utterance: Ok. Well, I think I could afford the Basic plan.

utterance: Great. It's a good plan. Gives you some help with the visits.

utterance: Right. Ok, I'll sign up for that one.

utterance: Alright. Let me pull up the enrollment page. One moment.

utterance: #Mhm.

utterance: Diego, what's your last name?

utterance: Fernandez. Do you want me to spell it?

utterance: That's ok. I think I got it.

utterance: Ok.

utterance: And, your birthdate?

utterance: March twenty two, ninety seven.

utterance: Ninety seven. Thanks. What's your mailing address?

utterance: #Um, it's five two seven seven Oak Street, Canner, Texas, seven three one one eight.

utterance: Ok. Five two seven seven Oak Street, Canner, Texas, seven three one one eight?

utterance: #Yep.

utterance: Thanks. And, a good number for you?

utterance: Three two zero, four seven three, nine nine eight seven.

utterance: Three two zero, four seven three, nine nine eight seven?

utterance: Yes.

utterance: And, your email address?

utterance: Diego r. nine nine at gmail dot com.

utterance: Thanks. D.i.e.g.o.r. nine nine at gmail dot com. What's your pet's name?

utterance: Pirata.

utterance: What does that mean?

utterance: It means pirate or sea dog.

utterance: How did she get that name?

utterance: Well, we adopted her from the shelter and she had lost an eye, her left eye, so, and she was wearing a patch, you know, like a pirate. I kept saying Pirata and it just stuck.

utterance: It's so cute!

utterance: Yeah. She's a character!

utterance: What is her breed?

utterance: Well, they weren't totally sure, but what's on her adoption certificate is pug and chiuaua.

utterance: #Huh. Is her nose smushed?

utterance: Yeah, a little, but what's wild is her ears! She's got a pudgy little body with radars for ears.

utterance: That's gotta be a site.

utterance: #Oh, it is. Plus, with her one missing eye. Let's just say, she's not very pretty.

utterance: #Ah. I bet she loves you, though, for rescuing her.

utterance: Kind of. She thinks she's queen of the castle.

utterance: Spunky!

utterance: For sure, spunky.

utterance: Ok, so I'm at the point where I can take a card from you to take a payment today.

utterance: Sure. One second. I'll get it.

utterance: Ok. And, I can sign you up for automatic payments or electronic billing if you'd like.

utterance: Sure. Here it is. Ready?

utterance: #Yep. Go ahead.

utterance: It's a Visa.

utterance: #Mhm.

utterance: Four two seven zero, nine nine one eight, five two four six, eight seven two five.

utterance: Ok, I'll repeat, four two seven zero, nine nine one eight, five two four six, eight seven two five?

utterance: That's right.

utterance: The expiration, please?

utterance: #Um, it's twelve of twenty five.

utterance: Ok. Thanks. I'll go ahead and put this payment through. Did you want monthly payments or every six months?

utterance: Once a month is fine.

utterance: Great. Let me set that up.

utterance: #Mhm.

utterance: Ok. You are enrolled for the Petcare Basic plan and the first payment will come out now and future payments will process at the first of each month.

utterance: Ok. Thanks.

utterance: Also, you'll get an email confirmation of your new plan and a different email for the receipt of your payment.

utterance: Thanks.

utterance: Is there anything more I can do today?

utterance: So, what is the monthly payment. I didn't write it down.

utterance: Sure. It's fourty one sixty six.

utterance: Perfect. Thanks so much.

utterance: My please. Anything else, Diego?

utterance: No. Thanks. That's it.

utterance: Ok, well, thanks for calling Rivertown Insurance. Enjoy your new friend and have a good day.

utterance: Thanks. You, too, I mean have a good day.

utterance: Right. Thanks. Bye.

utterance: Bye Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Ken. How are you today?

utterance: Hi. I'm good. #Um, how are you?

utterance: I'm great. Thanks for asking. What can I do for you?

utterance: I need to change my card on file. I just got a new one.

utterance: #Oh. Sure. Not a problem at all.

utterance: Thanks.

utterance: Can I get your name and birthdate, please?

utterance: Yeah. Brad Colter.

utterance: #Mhm.

utterance: Birthdate is August twenty second, nineteen ninety.

utterance: August two two, one nine nine zero. Thanks.

utterance: #Mhm.

utterance: Brad, I'll need to verify your account with one of your security questions, ok?

utterance: Shoot.

utterance: What was the name of your first pet?

utterance: Chewy.

utterance: Great. Thanks. Now, which account are you calling about?

utterance: Account?

utterance: Sorry. #Um, I meant plan. I show that you have condo insurance, auto insurance, and pet insurance with us.

utterance: Well, I guess I would need to change all of them since my card is a completely different number.

utterance: Yes. Of course, I'm sorry, I wasn't thinking.

utterance: No worries. Long day?

utterance: Well, my shift is over in about thirty minutes, so I'm at the tail end of it. I am pretty tired. Sorry.

utterance: No problem, really.

utterance: Thanks for understanding.

utterance: Of course. I work strange hours, so I totally get it.

utterance: #Oh. What do you do?

utterance: I'm a nurse, so, you know, my hours change constantly.

utterance: I bet. What kind of nurse are you? I know some are specialized.

utterance: Right. I work in surgery nurse, neuro surgery.

utterance: #Wow. That must be fascinating.

utterance: Exactly why I do it. Definitely not for the great hours. .

utterance: Right. It sounds like exciting work. One of my sisters is a nurse.

utterance: #Oh, so that's why you knew about the specializing and all.

utterance: Yeah. She works in o.b.g.y.n.

utterance: Got it. There are a lot of us out there. .

utterance: The world needs you for sure.

utterance: Sure does.

utterance: Now, Brad, let's get this payment updated.

utterance: Ok.

utterance: What is the number on your new card?

utterance: #Um, it's a Visa.

utterance: Ok. Thanks.

utterance: And, the number is four one six eight, seven nine three two, five five two seven, zero one two eight.

utterance: Great. Let me repeat, four one six eight, seven nine three two, five five two seven, zero one two eight?

utterance: #Yep.

utterance: And, the expiration?

utterance: Eleven twenty three.

utterance: Got it. Thanks.

utterance: #Mhm.

utterance: What's the number on the back?

utterance: Three four seven.

utterance: Three four seven. Thanks.

utterance: #Mhm.

utterance: Ok. Give me one second to update this. I need to make sure I get all the accounts update.

utterance: Thanks.

utterance: Can I put you on a quick hold while I do this?

utterance: Sure. Go ahead.

utterance: Thanks. One moment. Ok, Brad?

utterance: #Yep, I'm here.

utterance: Alright. You're all set. The card number has been updated on all three of your accounts.

utterance: Ok.

utterance: You'll receive an email confirmation and your next payment will go through this card.

utterance: Great. Thanks for your help.

utterance: My pleasure. And, next time, did you know that you can update your payment method online, on your account online?

utterance: #Oh. Nice. That would probably be quicker if I need to.

utterance: Yes. I'm happy to help any time, but for you, it might be quicker and more convenient since you can do it any time.

utterance: Right.

utterance: You wouldn't have to wait for business hours to take care of it.

utterance: I get it and it makes way more sense. Thanks.

utterance: My pleasure. Is there anything else I can do for you today?

utterance: No, that'll do it.

utterance: Fantastic. Thanks for calling Rivertown Insurance and I wish you a good week.

utterance: Thanks, you, too.

utterance: Thanks. Good bye.

utterance: Bye bye.


utterance: Hello thanks for holding. This is Frank with Rivertown Insurance. How can I help you today?

utterance: Hi yes I need to purchase some pet insurance.

utterance: Ok great! I would be more than happy to help you with that. Can I get your name?

utterance: Sure. my name is Penny.

utterance: Thanks Penny. What is your last name?

utterance: Oh ya last name is Brown.

utterance: Great. So are you familiar with our pet plans? Or would you like me to go over them with you?

utterance: So ya I did look at your website and tried to buy a plan through there but ya it wasn't really working for me. That's why I called so.

utterance: OK well I am happy to help you over th phone. There are two plans available for your pet. We have petcare basic and petcare preferred.

utterance: Oh ya I want the basic one. The cheapest one right? .

utterance: Yes the petcare basic plan is five hundred dollars a year. We of course can split that up into monthly payments for you if you'd like?

utterance: Ok. Ya actually I want to like just pay the whole thing up front. Just get it out of the way.

utterance: Ok sounds good. Well let's get started with getting some information from you. Let's see first can I can your date of birth Penny?

utterance: Oh yep ok it is five four nineteen ninety eight.

utterance: OK so I have May fourth nineteen ninety eight. Next I will need your social security number please.

utterance: uh ya it's five four six two two one zero nine eight.

utterance: Ok so that's five four six two two one zero nine eight?

utterance: yep!

utterance: OK now lets set up a security question for you. I can give you a few options. First option is what high school did you attend..

utterance: ya let's just do that one.

utterance: Ok. What high school should I put down for you.

utterance: Hillside High.

utterance: Ok got it. Next I will need your email address so I can send you your account info and you can access all your information.

utterance: sure it's penpen at xyz dot com.

utterance: ok so I have P E N P E N at xyz dot com?

utterance: yep thats right.

utterance: Ok great. Now I would love to get some information about your pet. Can you please tell me about your pet?

utterance: uh sure! He is a golden retreiver and the sweetest guy you'll ever meet .

utterance: Aw I love goldies. How old is he?

utterance: He just turned three!

utterance: Can I have his date of birth?

utterance: Sure I mean I am not really sure since we rescued him but we always put it doen as one one twenty nineteen.

utterance: Ok that works! So I will be emailing you some further information for you to sign and fill out. This will include information from his vet and vaccine resords.

utterance: ok sure. How soon do you need that back?

utterance: Really as soon as possible. I can get things started today and take payment but if w don't get the information back and signed in three zero days your account is at risk of cancelation.

utterance: Ok I can probably take him to the vet next week and get everything back to you pretty quick.

utterance: Wonderful. One more thing I almost forgot! Can you tell me your pet's name?

utterance: His name is Hank.

utterance: Great name! Hank will be in good hands with Rivertown insurance. Last but not least we an get that payment taken care of if you are ready?

utterance: ok. Ya do you mind holding on for a second? I have to find my wallet it was it ya it was just here. Can you hold for a sec?

utterance: Sure I can hold.

utterance: Thanks I will be right back.

utterance: No problem.

utterance: Hello? I am back.

utterance: Hi Penny. I am here.

utterance: Ok have my card ready.

utterance: Great go ahead and read me the card number on the front.

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

utterance: Okay and expiration date?

utterance: uh four twenty seven.

utterance: and now the cvv code for the card?

utterance: um it's seven four three.

utterance: OK I will be charging five hundred dollars for Hank's basic pet care plan. His coverage will begin tomorrow and you will be receiving additional information in few minutes about your account.

utterance: ok cool. Thanks.

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

utterance: Nope. Thats all. Thanks.

utterance: Okay well then you have a great rest of your day!

utterance: Ya you too. Bye.


utterance: Thanks for calling Rivertown! This is Charity. What's your name?

utterance: Hi. #Um, it's Sam, Samantha.

utterance: Samantha, what's your last name?

utterance: Miller.

utterance: Ok. Easy enough. Thanks. Your birthdate?

utterance: July thirty first, two thousand.

utterance: Thanks. Two thousand.

utterance: #Mhm.

utterance: And, to verify your account, what's the name of your childhood best friend?

utterance: Giles.

utterance: Thanks for verifying. Now, I've got your account pulled up. How can I help?

utterance: Well, I got this email that says, well I get my payments, are made, they're automatic and I noticed the payment was higher than usualy, so I went online, and saw a weird charge.

utterance: Ok. How much was the charge?

utterance: Sixteen something.

utterance: Ok. I see that and it looks like that is for your renters policy.

utterance: I don't have renters insurance!

utterance: #Uh-oh. That's not good. I show that you do, and you have auto.

utterance: Yes. Yes, that one's right, but I don't have renters.

utterance: Let me look into this. One moment.

utterance: #Mhm.

utterance: Are you still there, Sam?

utterance: Yeah. I'm here.

utterance: Ok, it looks like you called in last week and enrolled in renters insurance. Actually, it looks like you did it online. Does that sound familiar?

utterance: No, no, I only got a quote.

utterance: #Hm. It looks like you actually signed up. Is it possible that you accidentally signed up?

utterance: #Oh, who knows. Your site isn't that easy to figure out, even for me.

utterance: I'm so sorry for the inconvenience. I can stop the policy now, if you'd like.

utterance: Well, yes! I didn't sign up for it.

utterance: Ok. Well, give me, just a moment and I will get this canceled.

utterance: I better not, will you refund the payment for that?

utterance: #Oh, I'm not sure I can do that. I'll need to put you on hold for a couple of minutes while I consult with my colleague.

utterance: Ok.

utterance: One moment, please.

utterance: #Mhm.

utterance: Ok, Sam?

utterance: I'm here.

utterance: Sorry for the wait. My supervisor says that we credit that to you on next month's bill.

utterance: You can't refund me?

utterance: Unfortunately, because it was an automatic payment, we can't. I'm sorry.

utterance: I'm on a budget, you know.

utterance: I understand, but I'm sorry, there's nothing I can do to process refunds. #Uh, we just can't process refunds for automatic payments.

utterance: Whatever. Fine. So, a credit next month?

utterance: Yes. I'm working on that right now.

utterance: Fine.

utterance: Ok. You're all set and I'm so sorry for the inconvenience, Sam.

utterance: Ok. Thanks.

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

utterance: No. That's it.

utterance: Have a good day and thanks for calling Rivertown Insurance.

utterance: #Yep. Thanks. You, too.

utterance: Thanks. Bye bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance.

utterance: Hi.

utterance: I'm Tyler. How can I help you today?

utterance: #Um. I'm calling to see if my payment went through.

utterance: Ok. I can help with that.

utterance: Thanks.

utterance: #Uh, I'll need to pull up your account. What's your name?

utterance: Henry Boggs.

utterance: Two g.'s?

utterance: Yes.

utterance: Ok, Henry. What's your address?

utterance: It's seven two three North Woodland Road.

utterance: Ok. Here you are. I need to verify your account.

utterance: Ok.

utterance: What's your zip code?

utterance: #Um, five two six six three.

utterance: Five two six six three. Got it. And, a security question. What's your mother's maiden name?

utterance: Mercer.

utterance: Great. Thanks for verifying.

utterance: Sure.

utterance: Now, let's see about your payment. Do you have automatic payments set up?

utterance: No. I just pay it online every month.

utterance: Ok. #Um, well, I see that there was a partial payment of eight dollars and thirty three cents.

utterance: What? That's not right! It's supposed to be eighty three thirty three.

utterance: Yes. I see that. Let's see, is it, possible that you accidentally left out the nine when you typed in the payment?

utterance: #Oh. I see what you mean. I suppose so.

utterance: Well, it's not a problem. We can process the remaining payment now if you'd like.

utterance: Sure. Yeah. #Wow. How could that have happened. #Oh well.

utterance: No worries. You're still in the grace period to make an on time payment. Really, no worries.

utterance: Ok. Good. Thanks.

utterance: Sure. Give me a second to pull up the payment page.

utterance: Ok.

utterance: Ok, so I see you have a card on file.

utterance: Yes.

utterance: Do you want to use that card?

utterance: #Uh, yeah, it's the only one I have. .

utterance: Ok. No problem.

utterance: The card I see is four seven two zero, zero zero eight nine, six seven one zero, three three four nine?

utterance: #Uh, three three four nine. #Yep. That's it.

utterance: Ok. And, expiration of eleven twenty three?

utterance: #Yep. That's right.

utterance: Thanks. And, the number on the back I have is six o. four.

utterance: Six o. four. Yep. Right.

utterance: Thanks. So, give me a minute to calculate the total.

utterance: #Mhm.

utterance: It will be a remainder of seventy five dollars. Ok?

utterance: Good. Ok.

utterance: Now, it looks like you're not on automatic payments and you're still getting a paper bill. Is that correct?

utterance: Yeah. That's right.

utterance: Did you know that we give a five percent discount if you sign up for both automatic payments and electronic billing?

utterance: #Oh. Nice. I didn't know.

utterance: Did you want to do that today?

utterance: #Um, will it save me five percent today?

utterance: #Yep. I can take it off today.

utterance: Let's do it.

utterance: Great!

utterance: So, what will my total be from now on, and, total today?

utterance: Your payment will be seventy nine sixteen and, today's total will be. Hang on. Let me calculate.

utterance: Sure.

utterance: Seventy eighty three. A total of seventy dollars and eighty three cents.

utterance: Great. Thanks.

utterance: Ok. I'll process this. Seventy eighty three. Done.

utterance: Thanks.

utterance: No problem.

utterance: So, does my payment come out the same time I used to pay online?

utterance: Well, I'm not sure when you were used to paying your bill, but we process automatic payments on the first of every month.

utterance: Ok. Got it.

utterance: You'll receive an email confirmation when the payment is processed. #Oh, and, you'll see a notification in your email when they are getting ready to process your payment.

utterance: #Oh. Ok. Like a reminder?

utterance: Yes, a reminder.

utterance: Good. Ok. So, this month, even though the payment didn't go through, I won't get a late fee?

utterance: No, you're still within the grace period, so no. No late fee.

utterance: Great. I was worried about that.

utterance: I understand. Late fees are no fun.

utterance: For sure.

utterance: So, is there anything else I can do for you today?

utterance: #Uh, you guys do life insurance, right?

utterance: Yes, we do.

utterance: #Uh, because my friend told me I should look into it since I'm getting older. .

utterance: Aren't we all?

utterance: Yeah. Really. #Uh, do you think I should get some?

utterance: #Oh, well, that's a really personal decision, but I can help by pointing you in the right direction.

utterance: Ok. Thanks.

utterance: Since you already have an account, just go onto our site, log in, then on the menu to the left, find Life Insurance, click on that, then it will pull up the life page. There you'll be able to, look over what we have to offer. Like the different plans and coverage for each one.

utterance: Got it. #Uh, thanks, yeah, I'll look it over. Do I need to call back if I want some?

utterance: You certainly could, but you can enroll online if you'd prefer.

utterance: Do they have a form?

utterance: #Yep. Just click on the words more info on any of the plans and it will guide you through the steps.

utterance: #Oh perfect. Life insurance one o. one. .

utterance: Yes, it's really user friendly. You shouldn't have a problem. Is there anything more, Henry?

utterance: #Nope. That'll do it.

utterance: Great! Take care and thanks for trusting Rivertown Insurance. Have a good rest of your day.

utterance: Thanks. You, too.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Good morning. This is Rivertown Insurance. I'm Daniel. How can I help today?

utterance: Hi. My name is Mason. I'm calling to find out how much your condo insurance is.

utterance: Ok. I can help with this. Do you have an account with us already?

utterance: No, but my friend does and she said you guys are pretty good.

utterance: Good to hear. I think we have some pretty great things to offer.

utterance: Good. She has your condo insurance, too. The one for about six hundred a year. That's the one I want more info about.

utterance: Alright. Can I get your last name Mason?

utterance: It's Hamilton.

utterance: Thank you. And, Mason, in case we get disconnected, can a get a good phone number for you.

utterance: Yes, it's four nine zero, six four one, one two six four.

utterance: Four nine zero, six four one, one two six four.

utterance: Yes.

utterance: Thank you. #Um, we have two different condo plans. One is our Condo Basic and one is our Condo Preferred and, the one your friend mentioned to you.

utterance: Ok. She said the one she has covers up to seventy five thousand dollars.

utterance: That is our Condo Basic plan. Our Condo Preferred covers up to one hundred twenty five thousand.

utterance: #Oh. Well, how much is the Basic?

utterance: It is five hundred a year.

utterance: So, it sounds like the Preferred is a better, deal. More coverage.

utterance: It is more coverage, but it does cost a bit more than the Basic. I'm not sure I'd say on I'd say one is better than the other. It just really depends on how much coverage you need.

utterance: Well, maybe she doesn't know, forgot what her plan was. I'm not sure what I'm gonna need anyway.

utterance: Have you moved already?

utterance: Will be. Next week.

utterance: Ok. How large is your condo? Square footage.

utterance: #Um, it's about nine hundred square feet.

utterance: Ok. And, how many beds and baths?

utterance: Two bedroomiss One bath.

utterance: Ok. And, do you have a living room.

utterance: Yes.

utterance: Dining room?

utterance: No, just a little breakfast area, but it's like part of the living room. The kitchen and living room are like one big room.

utterance: Ok. And it's a full kitchen?

utterance: Yeah. Full kitchen.

utterance: Ok. And, do you have any expensive equipment or furniture that you will need extra coverage for?

utterance: I have an expensive theater system, like, like for entertainment. TV, DVD, gaming stuff, huge speaker system, you know for watching movies and stuff. I spent a lot of money on it.

utterance: Ok, what would you say the cost of all the equipment would be?

utterance: Probably around, six or seven thousand dollars. I've still got all the receipts.

utterance: #Oh, good. Keep those. They'll come in handy if we ever need to replace any of your items.

utterance: Ok. I can do that.

utterance: So, anything else that is out of the ordinary, more expensive than usual?

utterance: No, that's really it. I have a guitar, but it's just, probably less than five hundred dollars.

utterance: Ok. So, I think the Basic plan will still cover everything for you.

utterance: Ok, and you said that's around five hundred?

utterance: Yes. Per year.

utterance: Ok. That will probably work.

utterance: Alright. Would you like to enroll today or I can send the quote to an email address for you.

utterance: I think I'll go with that. I can always change it, right?

utterance: Yes. We can always bump you up to the Preferred plan if you think that would be better for you down the road.

utterance: Ok. Good. Let's do it, then.

utterance: Ok. One second while I pull up the enrollment page.

utterance: #Mhm.

utterance: So, Mason Hamilton. What's your address, mailing, the condo address?

utterance: One eight one Steller River Road, unit eighteen, Northland, Michigan, five six two four nine.

utterance: One eight one Steller River Road, unit eighteen, Northland, Michigan, five six two four five?

utterance: Nine. Five six two four nine.

utterance: Got it. Thanks.

utterance: #Mhm.

utterance: Now, I'll need a good phone number for you.

utterance: It's the one I called you on.

utterance: #Oh, sorry. We don't have a way to track caller i.d. here.

utterance: #Oh. Ok. It's five nine one, four two zero, fourteen fourty two.

utterance: Five nine one, four two zero, one four four two?

utterance: Right.

utterance: Ok, and an email address?

utterance: Mason Hams at gmail.

utterance: Ok, m.a.s.o.n.h.a.m.s. at gmail dot com?

utterance: Yeah. That's it.

utterance: Ok. Your birthdate?

utterance: Six eighteen ninety three.

utterance: June eighteenth, nineteen ninety three. Great. Thanks. Now, your social security number.

utterance: Yeah. #Um, it's five zero zero, four eight, two one two eight.

utterance: Five zero zero, four eight, two one two eight. Ok. #Um, and, now I'll need your card number.

utterance: #Oh. For payment. Right. Is it monthly?

utterance: Yes. We can add automatic payments to your account.

utterance: Great. That'll help. I have enough to remember these days.

utterance: I understand. We can also sign you up for electronic billing if that would, be helpful.

utterance: Yes. The less paper, the better.

utterance: Right. Agreed.

utterance: My card number is, it's a Visa, and it's three one six one, three seven three eight, two two two eight, six five four one.

utterance: Ok, let me repeat. Three one six one, three seven three eight, two two two eight, six five four one.

utterance: Yes, and the expiration is ten of twenty three.

utterance: Got it. And can you, also get me the three digit number on the back?

utterance: It's six nine seven.

utterance: Thank you.

utterance: #Mhm.

utterance: Ok, I'll be sending you an email and attached will be your enrollment confirmation.

utterance: Ok.

utterance: In that email, there is a link for you to register on our website, that way you can, check on your account and see the other products we offer. Your payments will process the first of every month. Today's payment will cover the remainder of this month, then another payment will process on the first. Make sense?

utterance: #Yep. Sounds great! Will the proof of insurance be in that mail because I need to get the information to the condo complex.

utterance: You can, download the attachment from the email I'll send you, or, you can register online and send the full policy to them by downloading it from our website.

utterance: Got it. Easy enough.

utterance: Great. Is there anything more I can do for you?

utterance: No. That was it. I didn't expect to be signing up today, but I'm glad it's done.

utterance: Good! I'm glad we could help. You take care now and thanks for calling Rivertown Insurance.

utterance: Thanks. Have a good day.

utterance: You, too. Bye bye.

utterance: Bye.


utterance: Hello! Thanks for calling Rivertown Insurance. This is Mark. What can I do for you?

utterance: Hi. #Uh, I have renters insurance with you guys and need to put in a claim.

utterance: Ok. I can definitely help you with that. #Um, can I get your first and last name?

utterance: Yeah. It's Jasper Knolls, k.n.o.l.l.s.

utterance: Thanks. Thanks for the spelling.

utterance: No problem.

utterance: Jasper, what's your address?

utterance: #Um, seven two three North First Street, Phoenix Arizona.

utterance: Seven two three. Ok.

utterance: Apartment six o. seven.

utterance: Six zero seven. Thanks. I have your account here.

utterance: #Mhm.

utterance: I need to verify your, account by asking one, you one of your security questions.

utterance: #Yep, go ahead.

utterance: What is your mother's maiden name?

utterance: Marley.

utterance: Got it. Thanks for verifying. Now, it looks like, Renters, yes, you have the Renters Preferred.

utterance: #Yep.

utterance: Ok. So you have a fifty dollard deductible and it looks like you're paid up until the end of this month.

utterance: Yeah. I'm on automatic payments.

utterance: I see that. Yes. Ok. Can you tell me what happened? What's been damaged?

utterance: Well there was some sort of plumbing leak in the story above me. I guess it was one of the main pipes, so my apartment was flooded on the east side.

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

utterance: Thanks. Yeah, it soaked everything in my living room pretty much.

utterance: Ok, so your landlord will be taking care of the damage to the structure and your renters will cover the contents of your apartment.

utterance: Yeah. They've already come by and started ripping out carpet and stuff.

utterance: Oh good. I know that can get moldy pretty quick.

utterance: #Yep. It was kind of stinky to begin with.

utterance: Yuck. That's no good. #Um, so can you give me a list of items off the top of your head that have damage, have been damaged?

utterance: Yeah. All my living room furniture, my stereo, tv, and the art on my wall, on that wall. The one that got wet.

utterance: Ok, can you be more specific about the furniture?

utterance: Yes, there's a couch, a loveseat, the lamp table, the coffee table, all my magazines, the bookshelf.

utterance: Hang on one second. I'm typing while you're giving me the itemiss Magazines, bookshelf. Ok. Go ahead.

utterance: The books on the bottom shelf of the bookcase, the tv stand and, what else, oh there's a big lamp behind the loveseat.

utterance: Ok. And, is the artwork on your wall had an appraisal?

utterance: #Oh, no it's just something I picked up at Target.

utterance: #Oh, ok. No problem. Was there any damage to anything else?

utterance: No, that's it really. I I think I have some of the old receipts, but not for some of my electronics. Like my Play Station.

utterance: #Oh. Ok. You didn't mention a Play Station.

utterance: Sorry. Yeah, the Play Station, p.s. five was next to the tv stand when the hole opened up in the ceiling.

utterance: Ok. I've got that, too. And were there any other electronics in the tv stand.

utterance: Just the t.v. and the p.s. five. #Oh! And, the controllers and the v.r. visor.

utterance: V.r. visor. Ok. Got it. Anything else?

utterance: #Nah. I think that's it.

utterance: Well, if you think of anything else, the adjuster will be out and can add it to the claim. In the meantime, did you take any photos of the damage?

utterance: #Oh, yeah. I took a ton of photos.

utterance: Ok, well, there will be the, claim page, we'll send you an email with a link to the claim page where you can upload the photos for the adjuster to take a look at.

utterance: Ok.

utterance: I need to get you an appointment with them.

utterance: Ok.

utterance: Let me finish this part of the claim. One moment, please.

utterance: Yeah.

utterance: Are you able to live in the apartment while the repairs are taking place?

utterance: Yeah. They just come in while I'm at work.

utterance: Ok. If you need a place to stay, we can add that to the claim.

utterance: No. No, I'm good.

utterance: Ok. So, let me pull up the schedule for the adjuster.

utterance: Ok.

utterance: It looks like they can come out tomorrow. Is nine a.m. ok?

utterance: #Oh, that's fast. Sure.

utterance: Great. July twenty nine at nine a.m. You'll get an email confirming this time.

utterance: Thanks.

utterance: Ok. You're all set. I'll remind you that we'll deduct your deductible from the adjuster's estimate, but you'll see that on the paperwork they'll leave with you. Ok?

utterance: #Oh, right. No problem. Do I need to pay for that now?

utterance: No, no, not at all. It'll just come off the total from the estimate.

utterance: Gotcha. Ok. Thanks.

utterance: No problem. Is there anything more I can do for you?

utterance: No, so tomorrow at nine.

utterance: Yes, nine.

utterance: Ok. I put it in my phone.

utterance: Good thinking. Let us know if you have any questions about the process.

utterance: Ok. Thanks. Will do.

utterance: Have a great day and thanks for calling Rivertown.

utterance: Thanks. Bye.

utterance: Bye!


utterance: Thanks for calling Rivertown Insurance. My name is Bethany and I'm happy to help today.

utterance: Hi. Thanks.

utterance: Can I get your name?

utterance: Yeah. It's Leon Weber.

utterance: Leon Weber. Is that one or two b.'s?

utterance: Two.

utterance: Thank you. Can I please get your birthdate?

utterance: Yes. It's five seventeen eighty two.

utterance: Ok. May seventeen nineteen eighty two?

utterance: Yes.

utterance: Ok. Thank you. I need to verify your account.

utterance: Ok.

utterance: What's your, the name of your childhood best friend?

utterance: #Um, that would be Laney.

utterance: Ok. Thanks for verifying your account.

utterance: Sure.

utterance: So you need proof of insurance?

utterance: Yes.

utterance: I'm happy to help, but did you know you can print it any time you want by downloading it from your account online?

utterance: Sure, but I don't have my computer right now and I'm at work.

utterance: No problem at all. I'm happy to help.

utterance: Thanks.

utterance: Do you have a printer?

utterance: Yes. At home. I'm not supposed to use the one at work.

utterance: I understand. I can either email a copy of the policy or.

utterance: Yeah. Email is fine.

utterance: Do you need proof of insurance right away?

utterance: No, not today. Email is fine.

utterance: Ok. Email it is. I'm going to need a minute to get this going for you.

utterance: Thanks. No problem.

utterance: Bethany?

utterance: Yes.

utterance: It looks like your policy has lapsed.

utterance: #Oh no. What?

utterance: Yes, it looks like this is the second month your payment didn't go through. You shouldn't have received an email last month.

utterance: #Oh my God. I've been so busy moving and trying to work two jobs that I haven't really checked my email.

utterance: I understand. The notification was sent out June fifth and again on July third. After the second non-payment, the policy lapses.

utterance: #Um, is my card on file or my checking?

utterance: It looks like your card.

utterance: Dang, that's probably why.

utterance: #Hm?

utterance: Well, they sent me a new card with a chip and the number was different, so and I forgot to call you guys, change it online.

utterance: Well, I can certainly reinstate the policy, but I'll need a supervisor's approval to do this.

utterance: Great! That would be amazing. Thank you.

utterance: One moment, please, while I, I'll put you on hold while I work with my supervisor to get this done.

utterance: Ok. Sure.

utterance: Bethany?

utterance: Yes.

utterance: Thanks for holding.

utterance: No problem.

utterance: I got your policy reinstated, but you'll need to pay for the past two months and the late fees to bring your policy to a fully paid status.

utterance: Ok.

utterance: So, can we do that today?

utterance: Yes.

utterance: Ok. I'll need your new card number.

utterance: Hang on. I need to get my purse. It's in my cubicle and I'm in the conference room.

utterance: Sure.

utterance: Ok. I'm back. Ready?

utterance: Yes, go ahead.

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

utterance: Ok. Let me repeat? Four seven two zero, one one eight nine, three one two four, five three two eight?

utterance: That's it.

utterance: Thanks. And, the expiration?

utterance: May two thousand twenty three.

utterance: Twenty three. Ok. And, the security number on the back?

utterance: #Uh, it's three two seven.

utterance: Three two seven. Thanks.

utterance: #Mhm.

utterance: It's a Visa?

utterance: #Yep. Visa.

utterance: Thanks. Ok. So, the total today will be two thirty six sixty seven. Can I put that on this card?

utterance: #Yep. That works.

utterance: Ok. One minute.

utterance: #Mhm.

utterance: Ok. That went through and you're all set.

utterance: Thanks so much.

utterance: Sure. You'll be getting an email with the confirmation of your account change and the policy reinstatement.

utterance: Great. Thanks for helping me with that.

utterance: My pleasure. Is there anything more I can do for you today?

utterance: No, no that's it. Thanks.

utterance: I'm happy to do it. Thanks for calling Rivertown Insurance and have a good day.

utterance: Thank you. You, too.

utterance: Thanks. Good bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Kevin. How can I help you?

utterance: #Um, hi. I need to cancel my life insurance.

utterance: Ok. I can help you with that.

utterance: Thanks.

utterance: #Um, I'll need to get some information from you to pull up your account.

utterance: Sounds good.

utterance: Can you please give me your name?

utterance: Joe Hastings.

utterance: Would it be Joe, or, Joseph on your account?

utterance: #Oh, Joseph.

utterance: Thank you. Now, your birthdate, please.

utterance: #Um, nine fifteen ninety three.

utterance: September fifteenth, nineteen ninety three. Good. Thanks.

utterance: #Mhm.

utterance: Ok. And, your zip code?

utterance: Zip. #Um six seven three two five.

utterance: Three two five. Got it and I see your account here. I'll need to verify by asking you, one of your security questions, ok?

utterance: Yeah. Go ahead.

utterance: What was the name of your favorite teacher?

utterance: Misses Robinson.

utterance: Great. Thanks for confirming.

utterance: #Mhm.

utterance: So, it looks like you have the Whole Life plan.

utterance: #Yep.

utterance: And, you want to cancel?

utterance: Yeah.

utterance: May I ask why?

utterance: #Uh, well, I was laid off due to COVID and my unemployment is barely enough to pay my bills.

utterance: #Oh, gosh. I'm so sorry to hear this.

utterance: Yeah, it sucks.

utterance: You're not the first person I've heard this from. It seems like everyone is going through something right now.

utterance: Yeah. I just hope I can find, something, a job, or anything, soon.

utterance: My best wishes to you, Kevin.

utterance: #Mhm. Thanks.

utterance: [clears throat] I'm happy to cancel this for you, but before I do, I want to make sure you know about our Term Life plan.

utterance: Term Life?

utterance: Yeah. It's something that would provide you with coverage while you're looking for employment, but it's a lot cheaper than the Whole Life.

utterance: So, how much is it?

utterance: Well, let's see, for you, the annual cost is three hundred.

utterance: #Hm. What's that monthly?

utterance: It's twenty five a month.

utterance: #Hm. I might be able to swing that.

utterance: #Oh, and, you get the five percent discount because you're alread signed up for automatic payments and electronic billing.

utterance: #Oh, right. I forgot about that.

utterance: It would be fairly easy for me to just move you over into that plan if you'd like and it would probably, yeah, probably take about, only five minutes if you have the time.

utterance: Hang on a second. I made a little budget for myself. Let me see if I can swing this. One sec.

utterance: Sure. Take your time.

utterance: [sounds of typing] And, while I'm doing this, how much coverage, what's the coverage?

utterance: Sure. It'd be a benefit of one hundred thousand dollars and the monthly payment doesn't change for ten years.

utterance: And, after ten years?

utterance: It may or may not, increase. It's unlikely that the cost would go down.

utterance: So, what if I get a job again. Can I change back?

utterance: We can do that, but I can't gaurantee the price for the Whole plan will be what you have now.

utterance: So, it might be more?

utterance: Yeah. Unfortunately.

utterance: Well, either way, I really can't afford it.

utterance: So, were you able to finish looking at your budget?

utterance: Well, I think so. I'm just not.

utterance: #Oh, Kevin. I just noticed that your, yeah, you're all paid up until August, so, right, you already paid your annual through August. That still gives you almost three months of coverage.

utterance: #Oh, but I got the renewal letter in the mail, so I assumed I had to re-up now.

utterance: #Oh, right. We send out those letter a couple months before your need to renew.

utterance: So, I'm good 'til August?

utterance: #Yep.

utterance: So, should I call back and do the Term Life if I still don't have a job?

utterance: Or, I can set it up for it to renew as Term, instead of Whole, I can just, put a start date on the new Term policy of your renewal date for the Whole. #Uh, we can just let the Whole expire.

utterance: That's cool. What about, do I have to go through the whole medical review process and all that again?

utterance: #Oh, no. You're already a client, so they would just go off of the review you did last year.

utterance: #Oh, great. Then, what if I get a job before then. Do I need to call back?

utterance: Well, if you want to renew your Whole Life plan, then yes, otherwise you can just go with the Term that we'll set up for you, today.

utterance: Yeah, well, I wish I could, could afford the Whole right now, but I can't, so I guess I'll just have to see.

utterance: Sure. No rush.

utterance: Ok.

utterance: You've got two months to work on something.

utterance: Yeah. Glad I know that.

utterance: I just happened to look at the expiration date, when I was about to process you for Term.

utterance: Glad you caught it.

utterance: Me, too. Ok, is there anything more I can help you with today?

utterance: #Um, I don't think so. So, if I want to go ahead with the Term, I'm all set, but if I get a job, then I need to call back to redo the Whole?

utterance: Yes, in fact, give me just a second.

utterance: Sure.

utterance: #Uh, I'll be sending you an email with the confirmation, email for the, the change. With the Term.

utterance: Ok. Thanks.

utterance: One second.

utterance: Sure.

utterance: Ok. You should be getting that email in the next few minutes and if you have any other questions, just let us know.

utterance: Ok. Thanks for all your help.

utterance: No worries. It's my pleasure. I'm just glad you didn't have to give up your life insurance.

utterance: Me, too. That would really suck.

utterance: Yes, and a bit risky, right?

utterance: Right. Thanks.

utterance: Thanks for calling Rivertown Insurance. Have a good day.

utterance: You, too. Thanks.

utterance: Thanks. Good bye.

utterance: Bye.


utterance: My name's Willow. Thanks for calling Rivertown Insurance. How are you this morning?

utterance: I'm good. How are you?

utterance: Very good. Thanks. What can I do for you?

utterance: Well, I'm calling to pay my bill.

utterance: Ok. What bill is that?

utterance: #Oh. Sorry. My condo insurance.

utterance: Ok. I can help with that. Can I get your name?

utterance: Marty.

utterance: Thanks. And, last?

utterance: Townsend.

utterance: Thanks. Can I get your birthdate?

utterance: Birthdate's five twelve eighty seven.

utterance: Ok. May twelfth, nineteen eighty seven.

utterance: Right.

utterance: #Mhm. Now, I'll verify your account. What's your, the name of your childhood best friend?

utterance: That's easy. Don.

utterance: That's not what I see here.

utterance: #Oh. Sorry. Donald.

utterance: That's it. Great. Thanks for verifying.

utterance: No problem.

utterance: Ok, so I see here that your condo insurance payment is supposed to come out automatically in a few days. Was there a problem? Did you get an email from us?

utterance: No, I just have a different card I want to use this month.

utterance: #Oh. Ok, well we are in the window where I'm not sure the automatic payment can be canceled in time.

utterance: #Oh no. I need to, well I'm spread a bit thin this month and I'm worried about the payment going through.

utterance: I understand. Well, let me think. Give me a moment.

utterance: Sure. #Mhm.

utterance: Ok. If for some reason what we do today doesn't catch the current payment cycle and the payment doesn't go through, just call us back as soon as possible, and we can run the payment on your other card, just make sure to call us back within the grace period.

utterance: Grace period?

utterance: Yes, within a couple days of the due date.

utterance: Got it. So, I won't get a late fee?

utterance: No as long as your within the grace period.

utterance: Fine. Let's go ahead then?

utterance: Sure. Let me get the card number you want to use for this payment.

utterance: It's a Visa.

utterance: Ok.

utterance: Six four two one, one three five seven, nine seven one three, two two two zero.

utterance: Six four two one, one three five seven, nine seven one three, two two two zero?

utterance: Yes. That's correct.

utterance: Thanks. Expiration, please?

utterance: Yeah, it's nine of twenty three.

utterance: And, the number on the back?

utterance: Six two three.

utterance: Six two three. Got it. Can I put you on hold for a moment while I put in some notes about this conversation just in case your automatic payment doesn't go through?

utterance: Sure.

utterance: One moment, please.

utterance: Take your time.

utterance: Thanks. One moment. Marty?

utterance: Here.

utterance: Ok. I've entered some notes about our conversation in case you need to call back and process the other card.

utterance: Thanks.

utterance: You'll get an email confirmation with this change. Are you still using m.a.r.t.b.o.a.t. at yahoo?

utterance: No, I changed it recently. It's, are you ready?

utterance: Yes, go ahead.

utterance: It's Marty boats at gmail.

utterance: M.a.r.t.y.b.o.a.t.s.?

utterance: Yes.

utterance: Do you have a boat?

utterance: Kind of. I make specialty models for hobbiests.

utterance: Fun! Do you make them from scratch?

utterance: Yes, but if they are supposed to be painted, I use store bought paint.

utterance: Does that keep you busy?

utterance: More than you'd think. I do international orders, too, so I keep up with all my orders, but I'm not stressed. It's a good balance.

utterance: That must be great doing what you love!

utterance: Yes. I feel pretty blessed.

utterance: Nice. So, Marty, I'll send this confirmation now and if you have to call back, there are detailed notes in your file, so they know what's going on.

utterance: Thanks.

utterance: Is there anything else?

utterance: No. Thanks.

utterance: Great. Thanks for calling Rivertown and have fun with your boats!

utterance: Thanks. Have a good day.

utterance: Thank you. Good bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. What can I do for you today?

utterance: Well, I'm mad, because I keep getting the same error on my bill every month.

utterance: #Uh-oh. That's no good.

utterance: Yeah. I called last month, too, and they said they fixed it.

utterance: #Oh, I'm so sorry for the inconvenience.

utterance: Yeah, well, I was on the phone for almost thirty minutes last month trying to take care of it.

utterance: #Oh, wow. Not good.

utterance: #Nope. And, now I'm really frustrated.

utterance: I can understand that. I would be, too.

utterance: #Mhm.

utterance: Let me see what I can do for you. I need to pull up your account and need your first and last name.

utterance: Bill Hammond.

utterance: Bill, would your account be under the name William?

utterance: #Oh, yeah. William. William Hammond.

utterance: Ok. One second. Can you tell me your address?

utterance: Yeah, it's three fourty two West Lakefront Boulevard.

utterance: Ok, I see you here. I'll need to verify your account using one of your security questions. Ok?

utterance: Sure. Go ahead.

utterance: What is your mother's maiden name?

utterance: #Um, it's Jackson.

utterance: Great. Thanks for verifying. Now, let me look into this bill. This is for auto, right?

utterance: #Yep. Auto.

utterance: Ok. One second.

utterance: Sure.

utterance: It looks like there's an adjustment that was made last month. #Um thirty five dollars.

utterance: Yep, because they added some fee. I don't remember what they called it.

utterance: Ok. No problem. Well, it looks like they removed it.

utterance: I know, but it came back this month.

utterance: #Hm. I don't see it here. Do you remember where you saw it?

utterance: Yeah, it was in my email.

utterance: Ok. Let me take a look.

utterance: Yeah.

utterance: The last email we sent was a confirmation that we adjusted your bill. It looks like the credit hit your bill this month.

utterance: #Huh?

utterance: Instead of changing the total of last month's bill, they credited your account this month.

utterance: What? Like it should be thirty five dollars less?

utterance: Yes. It is. Your normal bill is seventy nine sixteen, but this month it's fourty four sixteen with the credit.

utterance: So they didn't take it out of last month's?

utterance: No.

utterance: They said they were going to.

utterance: #Hm. Since your payments come out automatically, there's no way for them to reverse the charges, so they typically credit the next month's bill. Make sense?

utterance: I think so. So I paid for the fee last month, but they credited me this month?

utterance: Yes. That's correct.

utterance: Not cool. They should have credited me last month. You got my money for a whole month.

utterance: Well, Bill, we don't have a way to reverse any automatic payments. The only way we can make it right is by crediting the next month's bill.

utterance: It's not right! That means, you know, like a bank holds your money and they make interest off that money, like you held my money until this month!

utterance: I totally understand what your saying. It's the only way we can do it. I'm sorry.

utterance: Well, I don't like this. I want to submit a complaint.

utterance: I understand. I can help you with that.

utterance: Good.

utterance: Give me one second, Bill. I need to.

utterance: Yeah. I don't think it's right that you hold onto my money for an entire month when it was your fault in the first place!

utterance: I understand. Maybe they can look into this when they receive your complaint.

utterance: They probably won't do anything, but I want someone to know that I don't like this!

utterance: I assure you someone will be looking at your complaint. I'm not sure if they'll contact you directly, but there is a system in place for all complaints.

utterance: Alright.

utterance: Ok. I've pulled up the complaint form. Give me a few minutes while I type this up. Would you like me to put you on hold while I type?

utterance: No. It's fine. I'll just wait.

utterance: Ok. Just a few minutes here.

utterance: #Mhm.

utterance: Bill, are you still there?

utterance: Yes.

utterance: Ok, I've completed the complaint. Let me review this with you, ok?

utterance: Yeah.

utterance: I want to make sure that I've got all the information you want me to have in here, ok?

utterance: Yeah. Go ahead.

utterance: Customer had billing error in June and c.s.r. credited July account for error. Customer is upset because he paid for the error and Rivertown held his money for a month. C.s.r. told customer that automatic payments don't allow for refunds and customer was upset and believes there should be a way to credit him immediately. Is this correct?

utterance: Yeah. Close enough. Nobody's going to pay attention to it anyway.

utterance: I understand your frustration, but I assure you that we will look into this.

utterance: Well, if the system is set up like this, there's probably not a way to change it unless they spend a ton of money changing it.

utterance: #Hm. I'm not sure how it all works, but I promise someone will be reading this.

utterance: Ok. Fine, but if I have to call again, I'm going to find another place for my insurance.

utterance: I completely understand.

utterance: #Mhm.

utterance: I will make a note of this on your account.

utterance: Fine.

utterance: They'll see all my notes from today and if it happens again, they'll see that you've called twice already.

utterance: #Yep. Fine.

utterance: Again, I'm so sorry for all the inconvenience.

utterance: Yeah. Well, I know it's not you, personally, but your company. It's just not right.

utterance: Thanks for saying that and I completely understand your frustration.

utterance: Yeah.

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

utterance: #Um, no, but are they going to call me about the complaint?

utterance: I can put a note here that you are requesting a call back, if you'd like.

utterance: Will they?

utterance: Honestly, I'm not a hundred percent sure, but they'll see the note.

utterance: Fine. Ok. Do it.

utterance: Ok. I've made the note for the call back.

utterance: Thanks.

utterance: Sure. No problem. Is there anything else?

utterance: No. No that's it.

utterance: #Um, ok. Thanks again for choosing Rivertown Insurance. I hope your day gets better.

utterance: Thanks. Have a good day.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. This is Casey. What can I do for you today?

utterance: Hello. I want to change to automatic billing.

utterance: Great. I can help you with that.

utterance: Thanks.

utterance: What your name?

utterance: Edwin Begay.

utterance: B.e.g.a.y.?

utterance: Yeah.

utterance: Thanks. Ok, and what's your birthdate?

utterance: November ten.

utterance: The year?

utterance: Nineteen seventy two.

utterance: Great. Thanks. Seventy two. I have your account pulled up. I need to verify with one of your security questions.

utterance: Yeah. Ok.

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

utterance: Tsosie.

utterance: Got it. Thanks for verifying. Does that name have a meaning?

utterance: Yeah. It's Navajo for skinny.

utterance: #Oh. Wow. Nice.

utterance: It's like an abbreviation for longer names.

utterance: Got it. Thanks for telling me.

utterance: Yeah. No problem.

utterance: Ok. You said you wanted to change to automatic payments, correct?

utterance: #Yep.

utterance: Ok. I see you are still on paper billing. We give a five percent discount on any policy that's set up for automatic payments and electronic billing.

utterance: #Oh.

utterance: Did you want to do that today?

utterance: Yeah. Let's do it.

utterance: Great! Let me just update this.

utterance: Ok.

utterance: One moment.

utterance: #Mhm.

utterance: Alright. I've got that submitted.

utterance: Thanks.

utterance: You're on a six month billing cycle. Did you want to keep that the same?

utterance: It's fine.

utterance: Ok.

utterance: Does it matter if I do monthly, is there a discount for monthly?

utterance: Unfortunately, no.

utterance: Ok. Nevermind then. Just keep it like it is.

utterance: Sure thing.

utterance: Thanks.

utterance: Ok. You'll be receiving a confirmation of the change at the email on file. It's e.d.b.e.g.a.y. at gmail?

utterance: Yeah. That's it. Thanks.

utterance: Is there anything else I can do for you today, Mister Begay?

utterance: #Nah, that's it.

utterance: Very good. Well, thanks for calling Rivertown Insurance. Have a good day.

utterance: Yeah. You, too.

utterance: Thanks. Bye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. My name is Allison and I work in the claims department. Did you need to open a claim today?

utterance: Hi, yeah. I have renters insurance with you guys.

utterance: Ok. Let me get your policy number, do you have that?

utterance: Yes. I have it right here.

utterance: Go ahead.

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

utterance: Nine zero one eight two three seven four five zero?

utterance: Yes.

utterance: Thank you. Can you please verify your account by answering one of your security questions?

utterance: Sure.

utterance: What is the name of your high school?

utterance: Yeah, it's Meadow Valley High.

utterance: Great. Thanks. Ok, am I speaking with Neil Summers?

utterance: #Yep, that's me.

utterance: Thanks. #Um, mister Summers, I'm going to ask you some questions and then we'll get an adjuster out to your apartment to look over the damaged property. Sound good?

utterance: Yeah. That'll work.

utterance: On what date did the damage occur?

utterance: #Um, it was three days ago, so June thirtieth, I think.

utterance: Ok. June thirty. And, in your own words, please describe the damage in as much detail as possible.

utterance: Ok. #Um, so there's a bunch of people in my apartment, like near my unit, that starting getting sick. They saw weird looking bubbles on their walls and like water damage, but no water was like coming in anywhere.

utterance: #Mhm.

utterance: Then, long story short, the landlords sent in maintenance and they found mold in almost all of the apartments on my floor. The did some tests and found out that my apartment walls were covered with really bad mold, like inside the walls.

utterance: #Uh-oh. That's not good.

utterance: Right. So, they told me I would have to move out for a certain amount of time and they are suggesting that any of my furniture that is fabric, I should get rid of because of mold spores.

utterance: Ok. Got it. Anything else?

utterance: Well, they also said that I would have to get all my clothes, towels, curtains, you know, anything that's made out of fabric, to go to the dry cleaners. They also told me I should have my health checked out because of the mold spores.

utterance: #Oh, no! That's terrible.

utterance: Yeah. I'm a little freaked out.

utterance: I bet you are. I would be. Ok, so anything else?

utterance: Well, I had to find a place to stay, so I tried to find a b. and b. I found one, but it's not cheap and wanted to figure this insurance thing out because I'm hoping I can get reimbursed soon.

utterance: I understand. Well, from today, it will be a few days to get the adjuster out to you and for them to process the report and then approximately another five to seven days for the check to get to you.

utterance: #Mhm.

utterance: So, that's about two to three weeks at least.

utterance: #Hm. Ok. Anything I can do to hurry it along?

utterance: Well, I can open a claim, you can give me an estimate, then after the adjuster submits their report, if there is a difference, you would have to reimburse us, or, if it's in your favor, we would send you an additional check. Make sense?

utterance: Yes, well, for now, I just want my lodging to be paid for.

utterance: Great. We can do that, no problem.

utterance: Ok, well, so far, I've spent about four hundred dollars on my lodging.

utterance: Ok, and how long did they say you needed to be out of the apartment.

utterance: Well, it depends on how soon I can get my furniture out of the apartment. They already put those machines to capture all the mold spores and those are running right now, but they said the furniture needs to out before they can do things like replace the carpet and some of the drywall.

utterance: I understand. Is the apartment complex willing to move you to a different apartment?

utterance: They said they would, but they're at full capacity right now.

utterance: #Oh, ok.

utterance: It's like they need things done in a certain order to make sure all the spores are out, are captured by the machines.

utterance: I understand. It sounds like a lengthy problem. I'll send out a check to you for at least the cost of your b. and b. for the next two weeks and if you are allowed to get back into your apartment before then, you can apply that amount to whatever the adjuster adds to his report.

utterance: Great. Thanks. That will help so much.

utterance: Good. I'm glad. Give me one second while I process this and then we'll get your appointment with adjuster made.

utterance: Ok.

utterance: One moment.

utterance: #Mhm.

utterance: Ok, so I'll send a confirmation of all this to the email address in your file.

utterance: Ok.

utterance: Let me pull up the schedule for the adjuster. One moment.

utterance: #Mhm.

utterance: Ok, would this Friday work?

utterance: It depends on what time.

utterance: Any time between ten a.m. and noon.

utterance: Ten a.m. is good.

utterance: Great. Let me schedule this. One moment.

utterance: Ok. Thanks.

utterance: So, I have this scheduled for you. You'll get another email with the appointment information.

utterance: Thanks.

utterance: Before I process this check, let me verify your mailing address.

utterance: Sure. It's seven two two one West Elm Drive, unit two twenty seven.

utterance: Great. That's what I have on your account. One moment while I process this check.

utterance: #Mhm.

utterance: Ok, so I'm sending a check for you for fourteen hundred dollars based on the information you gave me about your lodging costs.

utterance: Thanks.

utterance: Ok, mister Summers, your claim is open, your adjuster appointment is scheduled, and there is a check on its way to you.

utterance: Thanks.

utterance: My pleasure. Is there anything else I can do to help you?

utterance: So, after the adjuster comes by, I just wait?

utterance: Yes.

utterance: So, what do I tell my landlord? Should I hire someone to come get the furniture or take it to the dump?

utterance: Well, since your adjuster appointment is in a couple of days, I would just wait to see what they find and go from there.

utterance: Ok.

utterance: If your landlord needs any information as far as you filing this claim, I'm happy to send a copy of the open claim to them electronically.

utterance: Ok. I doubt they'll need it, but I'll call if I need it.

utterance: Great. Anything else?

utterance: Do I need to give the adjuster anything when they get here?

utterance: No, they'll have all your information. They'll just be taking photos and filling out forms.

utterance: #Oh. Right. Sounds good. Do I need to be here the whole time?

utterance: Yes. They won't take long, but in case they have questions, they'll need you there.

utterance: Ok. I can do that.

utterance: Great. Do you have any more questions for me?

utterance: No, I think that, well actually, how long after the adjuster does his thing before I get a check?

utterance: After the adjuster submits their report, it will take another five to sevent business days to process the information and check.

utterance: Ok, do they submit their report the same day as my appointment?

utterance: Usually, unless something comes up. Your appointment is in the morning, so they'll probably have plenty of time to upload, submit it before the end of the day.

utterance: Oh. Got it. Thanks.

utterance: Any more questions?

utterance: No, that's it. Thanks a lot.

utterance: My pleasure. Thanks for calling Rivertown. Have a great week.

utterance: Thanks, you, too.

utterance: Thank you, bye.

utterance: Bye.


utterance: Thank you for holding. This is Derek from HealthyChoice health plans.

utterance: Hi Derek.

utterance: Hi. How can I help you today?

utterance: I was needing to take my kid off of our healthcare plan.

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

utterance: Ya ok. My name is Curtis Dunlap.

utterance: Ok Curtis. Is that spelled with a K or a C?

utterance: It is with a c. C-U-R-T-I-S.

utterance: Great. Thank you. can I please have your policy number?

utterance: Sure. I think I have that right here let me see. I had it here a second oh here it is. Nine-four-six-three-three-zero-seven-one-eight-nine.

utterance: Ok so to confirm I heard nine-four-six-three-three-zero-seven-one-eight-nine. Is that correct?

utterance: Yes sir! Thats right.

utterance: Fantastic. I will now need to verify your date of birth please.

utterance: Alrighty. My birthday is June, seventh nineteen seventy. Everytime I say that I feel old!

utterance: I understand. I am seventies baby myself. To confirm your date of birth is six-seven-nineteen seventy. Correct?

utterance: Yep. sound right to me.

utterance: Ok then, last bit of information I need form you to get started will be your address, social security number, and I will need you to answer a security question.

utterance: wow. That is a lot of information .

utterance: Yes sir. We just want to keep you account information safe. Curtis, can you please verify your address for me?

utterance: It is five- four -seven East Allegheny Way, San Juanita California seven- six -four- five -nine.

utterance: Ok sounds good can you please verify your social security number?

utterance: Sure. It is five-three-two-nine-six-seven-four-three-nine.

utterance: Thank you. Last but not least Can you tell me what high school you attended?

utterance: I am a pround Bronco I went to St. Matthews Highschool. Class of eighty-eight!

utterance: Alright. Looks like we can get started on removing a dependent for you. Which dependent will you be removing from your plan today?

utterance: It will be my son Peter. He has started a job now with excellent benefits of his own.

utterance: Congratulations! It is nice when they start growing up Can you tell me Peter's birthdate?

utterance: Yep. He was born February eleventh nineteen ninety nine.

utterance: Ok I see you have been utilizing the family plan. Removing Peter from your plan will change your monthly cost to two hundred seventy two dollars. This will be a reduction of sixty dollars for you.

utterance: That is great! Always happy to save a buck or two you know!

utterance: Yes I do know . Just so you know there is a processing fee for your request today.

utterance: Ok. How much will that be?

utterance: There is a one time processing fee of sixty-five dollars. Were you wanting to remove Peter from the plan effective at the end of the month? Or do you have a future date in mind?

utterance: Well If I remove him now like today will our monthly payment for the this remaing for the rest of this month be like prorated or something?

utterance: It will not be prorated. He would be covered under the plan the rest of the month. If you cancel his plan effective of the end of the month your new lower monthly payment will begin next month for the month of April.

utterance: Ok well I guess it makes sense to just cancel starting in April since he is already covered and ya I think that is what I want to do.

utterance: OK then to confirm we will be removing Peter Dunlap from your healthcare plan effective April first. Your new monthly cost will be two hundred seventy two dollars.

utterance: Yes I guess that sounds right. Will you mail us new health insurance cards without his name on them?

utterance: Absolutely I can do that for you. Would you like to make the payment of sixty five dollars over the phone today?

utterance: No I don't have my wallet with me and I'm driving right now so I will need to pay later sorry.

utterance: No problem at all Curtis. We will bill the sixty five dollars to your account and you can pay it at your convenience.

utterance: OK that works for me.

utterance: OK well I have your son Peter scheduled to be removed from your plan and new insurance cards in the mail for you. Is there anything else I can help you with today?

utterance: no I guess not. actually wondering something. If we need to put Peter back on the plan if his job happens to not work out. How would that work?

utterance: Yes, so great question. He is eligible still to be on your plan due to his age for a few more years so if he needs to be added while he is still age eligible you will just need to reach back out and we can look into the costs and process at that time.

utterance: Ok fingers crossed that won't be happening . Just thought I'd ask!

utterance: I totally understand. It was great assisting you today Curtis. If you have any further questions please do not hesitate to reach back out. Would you mind staying on the line to complete a very brief survey about your service today?

utterance: sorry. I really don't have time for that today.

utterance: No problem. I totally understand. You have a wonderful day and thank you for choosing Healthy Choice Healthplans.

utterance: You too. Thanks. Bye-bye.