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

utterance: #Uh, hi. I was calling b-because I need to cancel my policy.

utterance: #Um, okay. I'm sorry to hear you are thinking of changing your policy. In order to assist you may I'll need to verify your information. Can I first get your full name and birthdate?

utterance: #Uh, yeah. My name is Brad Martin and birthdate is April three rd, ninteeen ninety-one.

utterance: I'm sorry, but the name and birthdate aren't pulling any accounts could it be under any other name? Or do you have the policy number handy?

utterance: yeah, try my wife's name, it's Cindy Martin. Birthday is, let me think here. March...four th? nineteen ninety-two?

utterance: Okay, great. Thanks for that information. I just need you to confirm your policy number and we're set.

utterance: #Um, I don't have a policy number.

utterance: #Uh, I'm sorry mister Martin, but I'm unable to process a cancellation without-.

utterance: Oh wait, yeah, here's the policy number. I've found it-.

utterance: Great!

utterance: Are you ready for it?

utterance: Yes, let me get to the right screen. Yes, okay. I'm ready for it.

utterance: Okay, the number is eight zero eight nine seven seven six five. I mean, five six.

utterance: So I have eight -zero -eight -nine -seven -seven -five -six?

utterance: Yes, that's right.

utterance: Thank you for that information, mister Martin. I see you have been loyal policy holders since two zero one eight. It looks like you have both a home and auto policy with us. May I ask what policy you were thinking of cancelling, and if there's anything we can do to, help you stay with us here at Rivertown Insurance?

utterance: I'm cancelling the whole thing, sorry. My sister's an insurance agent and can save us a lot more.

utterance: May I ask what rates you are being offered? Perhaps we can find a way to-.

utterance: No. Just cancel it. Sorry to be rude, but we're just cancelling.

utterance: I understand, mister Martin. Well, we hate to see you go. When were you hoping to cancel the insurance?

utterance: As soon as possible.

utterance: Are you hoping to cancel, today?

utterance: Yes.

utterance: #Um, okay. Just for your information, you currently hold our most expensive coverage program for your two zero zero two Subaru Outback. We do offer coverage ranging from only one thousand dollars-.

utterance: I'm sorry but I just want-want to cancel.

utterance: I understand, mister Martin. I will be happy to help you cancel your coverage.

utterance: Okay.

utterance: Just so you understand, mister Martin, you will be stopping both our comprehensive home and auto coverage which includes our platinum member perks. This means you will not longer receive the five percent accident-free incentive offered--.

utterance: Didn't even know that existed.

utterance: #Um, and we would honestly love for your to reconsider your options. We also offer pet insurance which can be bundled with the home and auto which may provide you with additional savings.

utterance: Pet insurance? #Uh, just out of curiosity what do you offer?

utterance: One moment while I look up our pet insurance policy options, mister Martin. Okay. Here we are. #Um, looks like we offer deductibles of two hundred fifty, three-fifty and five hundred. Our coverage-.

utterance: Does it cover pre-existing pet conditions?

utterance: #Um, I'm going to have to check with my supervisor on that? Could you hold for a moment mister Martin?

utterance: No, no, no. Nevermind. I was just curious, I don't think we'd really be interested.

utterance: It would be no problem to check, mister Martin! I'd love to share our options with--.

utterance: No, I'm sorry but I really just need to cancel and go.

utterance: Okay, I understand, mister Martin. Just so you know, there is a seventy-five dollar fee for cancelling before the renewal date of August one two th.

utterance: Seventy-five dollars? Are you kidding me?

utterance: I'm sorry, mister Martin, but those are the terms that were agreed to upon signing.

utterance: So I won't be reimbursed for the unused time between now and August? This is ridiculous.

utterance: I'm sorry, mister Martin. #Uh, for us to process the cancellation the seventy-five dollar fee is--.

utterance: Just do it. I don't care. Charge me seventy-five dollars.

utterance: Okay, mister Martin. While we're waiting for the cancellation to process, how would you feel if I informed you that as a platinum member, we can offer you a one-time incentive of a fifty dollar credit on your next billing cycle for staying with us here at Rivertown Insurance.

utterance: Just cancel it.

utterance: Thank you for your patience, mister Martin. We have cancelled both your home and auto insurance. Is there anything else I can do for you today?

utterance: No. Thanks.

utterance: Thank you, mister Martin. And if you-you have any further questions please don't hesitate to call. Thank you for calling Rivertown Insurance.

utterance: Uh-huh.


speaker_role: Agent

utterance: Hello, thank you for calling Rivertown. This is Marsha. How may I assist?

speaker_role: Customer

utterance: Hi there, I was just checking out your website-.

utterance: Uh-huh?

utterance: And I saw that you actually, offer low-cost life insurance for kids?

utterance: For dependents? Yes, we offer the same policies for kids as for adults.

utterance: Excellent. I-well, I mean, we-my husband and I, have-both have life insurance accounts with Rivertown?

utterance: I would be happy to give you the details of the offerings available for dependents.

utterance: That would be great! I know-I know that we have the Universal Life Insurance plans?

utterance: Uh-huh.

utterance: I don't know-I don't know if we want that exactly-.

utterance: Well, our two other plans are Term Life Insurance and Whole Life Insurance.

utterance: Okay?

utterance: Term Life Insurance you would pick a period of time, say, fifteen years, twenty-years or thirty-years are the most common increments-.

utterance: Uh-huh.

utterance: And at the end of that period, you would cash out the money that's been invested into the plan and put it into a new plan.

utterance: Oh. So, in the unfortunate event that something would happen-.

utterance: The recipient would only receive what has been paid into the policy. Nothing more. But it isn't taxed.

utterance: Oh. I see. So, there was the other one you mentioned, Whole?

utterance: Yes, Whole Life Insurance.

utterance: How does that work, exactly?

utterance: It will gain an average of one to two percent of it's value-.

utterance: Uh-huh.

utterance: And at the time the dependent reaches legal age, eighteen, they can choose to cash out the policy, say, for college, or maybe a downpayment for a car or house?

utterance: Uh-huh?

utterance: Or they can choose to keep the policy with the guaranteed yearly payments, without that ever increasing.

utterance: Oh! So it's like a smaller version of our Universal policy?

utterance: Exactly.

utterance: Okay. Okay. So, what's the price for that one?

utterance: We offer term life insurance for eighteen hundred a year.

utterance: Eighteen hundred? So, what-that's like, let's see here-about two hundred a month?

utterance: Yes. One-hundred fifty a month.

utterance: Okay. Well, that doesn't seem too bad.

utterance: No, it actually seemiss I don't know, kind of dark to some people to buy life insurance for their kids?

utterance: Yeah, I felt weird calling in.

utterance: But really, it's just like investing in their IRA or any other investment plan.

utterance: That makes me feel better. Honestly, one of the reasons I'm looking into it-.

utterance: Uh-huh?

utterance: My co-worker just lost her little girl-.

utterance: I'm so sorry to hear that.

utterance: Yes, it was heart-breaking. But she is just financially destroyed from all the medical bills? And funeral costs? I mean, that's worst case of a worst case scenario, you know?

utterance: I totally agree! I've been meaning to set something up for my little guy, but just haven't gotten around to it.

utterance: Yeah. Yeah, it's just one of those hard things about being a parent. Not just sunshine and flowers all the time-so much planning.

utterance: Oh, I agree. You have to make some tough choices sometimes.

utterance: My daughter is twelve?

utterance: Okay.

utterance: And we had to decide whether to give her the covid shot or not?

utterance: Yes?

utterance: And, I mean, I know everyone is encouraged to get the vaccine, but my family doesn't really believe in all of that.

utterance: Oh?

utterance: And well, I just worry about her health if she gets it-the Covid.

utterance: Definitely.

utterance: And I worry about her health if I give her the shot.

utterance: I totally understand.

utterance: I guess-I just want to have some control on the financial headaches of life, you know?

utterance: I completely understand.

utterance: So when she's an adult she'll get to say if she wants to continue? And she can change who gets the payout if something happens?

utterance: Yes, absolutely.

utterance: Would it matter if she has, pre-existing conditions?

utterance: We would make note of that. Depending on the situation it can increase your premiumiss.

utterance: So I'd have to bring her in for a physical?

utterance: Yes, we do require a doctor's note of general health.

utterance: Yeah, I know that my husband's and mine, our premiums are kinda high? We both have type two diabetes.

utterance: I'm sorry to hear that! That's tough to navigate those kind of things.

utterance: Yeah. And my doctor said since we both have it-.

utterance: Uh-huh?

utterance: She's at a greater risk?

utterance: That's too bad. But she's healthy so far?

utterance: Oh, yeah. She does track and she eats apples. Really healthy.

utterance: That's great news!

utterance: I guess there's a- genetic link to type two diabetes?

utterance: Oh, really?

utterance: Yeah. My husband ordered this-what is it-like twenty-four and me test?

utterance: Uh-huh?

utterance: And it will tell him if he has the, genes or not.

utterance: That's very interesting.

utterance: Yeah, I don't know if I believe in all of that? I don't think genes do everything.

utterance: Oh, yes. I agree that lifestyle plays a big factor-.

utterance: And prayer.

utterance: Oh? #Um, yes, many factors contribute to good mental and physical health.

utterance: I know some people might think I'm crazy-.

utterance: Oh, no! I wasn't trying to say that-.

utterance: I just think there's a reason for everything, you know? There's a big plan.

utterance: Well, That's comforting. So, with the dependent life insurance policy-.

utterance: Yes?

utterance: Is that, something you'd like us to set up for you today?

utterance: Well, like I said, I'd have to bring Janelle to the doctor. We don't usually go? I prefer more natural remedies.

utterance: We could start setting up the account-.

utterance: My friend is always on antibiotics for ear infections? And I'm like, if they worked, then you wouldn't get them anymore.

utterance: Oh, I see.

utterance: I use ear candles? It really unblocks those ear canals. Never had an infection in my life.

utterance: Good to hear it! We could make a note in your account, so that when you call in the agent is all caught up with what we've chatted about?

utterance: Sinus infections are harder.

utterance: Are they?

utterance: We have a neti pot. You have to use sterilized water because bacteria can actually get up into your brain and cause a fuss.

utterance: That sounds, not good. So would you like me to open your account and maybe make a note of our discussion? Perhaps have an agent give you a call back in a week or so?

utterance: Oh, no thank you. This was just information gathering. I'll take to the husband and give you a ring if we decide to proceed.

utterance: Oh. Well, is there anything else I can help you with today?

utterance: Nope. Thanks so much!

utterance: Thank you for calling Rivertown. Have a good day.

utterance: Yep, you too.


utterance: Hello, thanks for calling Rivertown. This is Jeff, how can I help you today?

utterance: Hi there. #Uh, I just have an account and needed to check my balance?

utterance: Sure. I can help with that. I just need some info real quick.

utterance: Okay, yeah, that's fine.

utterance: May I have-have your name and number?

utterance: My name is Joy and my number is eight-zero-one-five-six-six-seven-seven-six-six.

utterance: #Uh, could I get your last name too?

utterance: Oh, yes. I'm sorry. My name is Joy Arnold.

utterance: Okay, thanks for that information missus Arnold.

utterance: miss Arnold.

utterance: Oh, okay. Sorry, miss Arnold. #Uh, and, what's the phone number again?

utterance: It's eight-zero-one-fix-six-six-seven-six six.

utterance: Great. Thanks for that. And can I have you verify your policy number, please?

utterance: Yes, I've got it right here. It's three-three-three-three-.

utterance: Uh-huh.

utterance: Four-four-four-four-four.

utterance: #Um, the number should be- only eight digits long? Did we get an extra four in there maybe?

utterance: #Um, let me try that again. Sorry, lots of repetition.

utterance: No problem!

utterance: Okay, it's three-three-three-four-four-four-four-four.

utterance: Okay, great. Yes, that's it. Thanks so much for verifying your account. What can I help you with today?

utterance: I was just wondering if I could check on my account balance?

utterance: Absolutely! It looks like you have a Preferred Auto policy with us-.

utterance: Yeah, that sounds right.

utterance: And you have a payment plan of dividing the, payment into bi-annual sumiss Looks like, a payment of seventy hundred and fifty dollars is due by tomorrow?

utterance: Oh, no. Yeah. I was worried that was the case. I just, found my bill under, all this junk and I forgot to send it in. Shoot.

utterance: No problem! We can make a payment now over the phone, if that works for you?

utterance: Oh, yeah. That would be great. Would it be late if I made it this way?

utterance: No, it would be automatically updated into the system. We also have a three day grace period for late payments before the additional twenty five late payment is triggered, so you're good.

utterance: Great! Yeah, that would be great.

utterance: So, whenever you are ready, I can take that credit card number from you? We could also set you up for auto-payment if you'd like.

utterance: Oh!

utterance: That way, you won't have to worry about making another late payment. We also offer a five dollar discount for each payment made by autopay.

utterance: Okay, yeah. I mean, five dollars might not be much, but it's five dollars, right? .

utterance: Absolutely! And peace of mind.

utterance: Yeah, that too. Okay. #Uh, and you need a credit card?

utterance: We could also do a checking account number, if that's-if that is better for you.

utterance: No, no. I'd rather, do a credit card, if that's okay?

utterance: No problem! That works just fine.

utterance: Great. Okay. So, it's a Visa?

utterance: Okay.

utterance: And the number is-I'll go slow. It's seven-seven-seven-seven-.

utterance: Uh-huh.

utterance: Eight-two-eight-two-.

utterance: Okay.

utterance: Seven-seven-seven-seven-.

utterance: Mhm.

utterance: Four-two-four-two.

utterance: Okay, great. Thanks for that info.

utterance: Glad we got it the first time .

utterance: Yeah, nice, right? Okay. And what's the expiration on that card?

utterance: It looks like it's, December of two-thousand twenty-five.

utterance: And CCV?

utterance: What now?

utterance: It's the three digit code on the back of your-.

utterance: Oh, yeah! I've got that here. It's two-two-three.

utterance: Okay, thank you for that information. So, just to clarify, we are going to make a one-time payment today of seven-hundred and fifty dollars.

utterance: Great, thanks.

utterance: And then we are setting you up for automatic payments for your Preferred Auto policy. The payments will automatically bill every six months beginning on your next billing due date, which is, one moment while I check-.

utterance: No problem.

utterance: December. It should be on December first twenty twenty-one.

utterance: Sounds goods!

utterance: And that payment will reflect the five dollar deduction, so your bill will be for seven-hundred and forty five dollars.

utterance: Okay. Nice. Got it.

utterance: So, I have a confirmation code for your online payment? Would you like to write this down?

utterance: Oh, yeah. That would probably be a good idea, right?

utterance: Sure. Are you ready?

utterance: Just a moment here-yes, I'm ready. Go ahead.

utterance: It's B as in boy, one-four-six-two-seven.

utterance: So, B as in boy, one-four-six-two-seven?

utterance: Yes, that is correct, ma'am.

utterance: Okay! Think we're set! Thanks for your help.

utterance: Oh, yeah. My pleasure. #Um, you will also be receiving a confirmation to the email we have on file for you here. The email is, well, do you want to confirm your email, actually?

utterance: Sure. It should be crazycat at one two three dot com.

utterance: Yeah, that's what we have on file here.

utterance: I've had that email since High Schoo!

utterance: Oh, wow. Yeah, mine's just boring. Like the cat reference.

utterance: I don't even have a cat anymore, I should probably update .

utterance: Or get another cat .

utterance: I do have an extra five dollars now. .

utterance: Yeah, yeah. So true. Anyhow, okay. So I'm happy we were able to get that set up for you. Your account is now current.

utterance: Thanks so much! You've been great!

utterance: Thanks! #Uh, before I let you go, have you ever considered bundling your home insurance with your auto for additional savings?

utterance: I actually don't own? I rent, so no. I'm not, interested at this time.

utterance: We also actually offer renter's insurance?

utterance: Oh, I'm not really-.

utterance: Two different policy types, Basic Renter's and Preferred Renter's? It is actually really inexpensive for a little peace of mind.

utterance: I think, renter's insurance is figured into the payment that I do right now? I don't think I need it?

utterance: Okay. Great. I mean, if you find out you need it please don't hesitate to call and we can save you even more money.

utterance: Yeah, sure. I'll ask and make sure.

utterance: Great. Thanks again for calling Rivertown Insurance. Please don't hesitate to call if you have any further future questions.

utterance: Hey, I won't. Thanks again for your help.

utterance: There is an optional survey you can fill out if you are happy with your service, just hold on the line if you have time.

utterance: Oh? Okay.

utterance: No worries if you can't. It's just something we have to mention.

utterance: Yeah, I get it. No problem.

utterance: Have a great day!

utterance: You too.

utterance: Bye.


utterance: Rivertown Insurance. This is Amanda speaking.

utterance: Hi, there Amanda. This is Jason Reynolds. I'm needing some assistance.

utterance: Of course. How can I help?

utterance: I'm moving, and need to update my address.

utterance: Yeah, sure. Let's get your account updated. May I have your name one more time?

utterance: Jason Reynolds. R-e-y-n-o-l-d-s.

utterance: Thank you. I have a friends that's a Reynolds.

utterance: Is that so?

utterance: Yeah, Suzy? Suzy Reynolds?

utterance: I don't know a Suzy, maybe a long-lost cousin?

utterance: Maybe. Kinda a common name, right?

utterance: #Uh, yes. Yes-there are quite a few of us.

utterance: Okay, let's see here. May I get your birthday and policy number?

utterance: Which one would you like first?

utterance: Let's do policy number.

utterance: Got it right here.

utterance: Great.

utterance: Yeah, let's see here. #Um, that's not pulling anything up? Could you maybe- repeat that again?

utterance: Yes. Certainly. It's three-three-four-five-six-seven-seven-seven.

utterance: There we go! Must have hit something wrong the first time. Great. And now just verify the birthday?

utterance: November first, nineteen seventy.

utterance: Thank you for verifying all that. Now, let's see here. You said you needed to update an address?

utterance: Yes, ma'am.

utterance: Okay, so no more Laurel Avenue?

utterance: That's right. Time to move on.

utterance: And what should I put down for your new address?

utterance: It's four-four-six-nine Elm Street?

utterance: Oh! So your changing a laurel for an elm, huh? .

utterance: Yep, that sounds about right.

utterance: Okay. And what's the rest of the address?

utterance: So it's four-four-six nine Elm Street, that's in Utah of course. City is Midvale. And zip is eight-four-six-two-zero.

utterance: Okay. Looks like we have everything updated!

utterance: Wonderful! Thanks for your help.

utterance: So, mister Reynolds? It says here that you have pet insurance with us?

utterance: Yes, that's right.

utterance: I was wondering, have you ever considered our home, auto or life insurance policies? It could save you a bit of money if you have combined services with us.

utterance: Well. #Uh, currently we have Progressive? And we've had a hard time finding any other place that's as competitive with rates.

utterance: I understand that. But it might be worth your time getting a quote? It wouldn't take very long.

utterance: #Um, I really am on my way out right now? But is there anyway I could call back later?

utterance: Oh, yeah. We're here Monday throught Friday from six to eight at night.

utterance: No weekends?

utterance: #Uh, we have people for emergencies? Like for claimiss But not our, regular customer service. But you could get a quote online at our website?

utterance: Really? That's a nice perk.

utterance: Yes, we have an online chat set up for customers. Are you currently set up with an online account?

utterance: No, no I'm not. Unless my wife has set one up? Let me ask her real quick.

utterance: Sure. I'll hold.

utterance: No, it looks like we haven't set up an online account.

utterance: It's super simple. I'd just verify the email we have on file for your and send you a link. The link has all the info you'll need to set up your account.

utterance: Okay. Let's go ahead and do that. I'm more likely to have time on the weekends.

utterance: And a nice thing is that you do a lot of things on your account? Like, you could have updated your address there, or your phone, or like, make a claim. Lots of things. Or if you get another pet?

utterance: Well, yes. This sounds like just the thing. So you just need to verify my email?

utterance: Yes, your email please.

utterance: Our email is reynoldsfam at one two three dot com.

utterance: Thanks for verifying that email for me.

utterance: No problem.

utterance: You'll be receiving that link in your inbox within the next fifteen minutes. Just go ahead and activate your account within the next twenty-four hours or the link will expire.

utterance: Okay. The next twenty-four hours.

utterance: Yeah. And for any reason you miss the time limit, just give us a quick call back and we'll send you another one.

utterance: Wonderful! Sounds like a plan.

utterance: Okay. Well you have a good day now.

utterance: You too. Oh! I almost forgot.

utterance: Yes?

utterance: My wife was wanting to ask, is it possible to change our billing frequency?

utterance: Let me take a quick look at what's set up right now.

utterance: I think it's monthly? I was wondering if there were different options?

utterance: Yes. We offer monthly, like you have now. Or we have bi-annually or annually.

utterance: And remind me, what's the coverage cost for a full year?

utterance: Looks like our Pet Preferred is a thousand dollars a year.

utterance: That sounds about right.

utterance: Are you interested in getting things changed?

utterance: Is this something I could do online?

utterance: Yes, you can change billing frequency online.

utterance: One moment. My wife's saying something.

utterance: Oh, yeah. No problem.

utterance: She says go ahead and change it to bi-annually.

utterance: I should change it now?

utterance: Is that okay?

utterance: Yes, of course! Okay, let me just navigate to the right screen here.

utterance: Thanks. Sorry for all the trouble.

utterance: Not at all! No problem. I'm glad we have time to make these changes for you.

utterance: Seems suspicious that I have time for this but not for a quote .

utterance: Oh, no. I get it. Sometimes it's easier to do things like that online. I totally understand.

utterance: Well, thank you.

utterance: Okay. I'm just going to go ahead and change your billing frequency to bi-annual. That will be five hundred due on, let's see here, it take a minute for the computer to update.

utterance: Sure.

utterance: Okay, it looks like it will be due on September first?

utterance: Yes, we're getting close, aren't we?

utterance: Where did the summer go!

utterance: I was just saying the same thing this morning. Better start soaking up the sun.

utterance: No kidding. Okay, so just to recap. We changed your address-.

utterance: Yep.

utterance: Sent a link for online account access, and we also changed your billing frequency to bi-annual payments of five-hundred dollars. And your billing preference is still bill by mail, correct?

utterance: Yes, that sounds right.

utterance: Are you interested in autopay?

utterance: No, I took up too much time already. I'll think about that one.

utterance: Sounds good, mister Reynolds. Thanks so much for calling in today. Hope you have a good one.

utterance: Thanks for everything. You have a great weekend as well.

utterance: Will do!

utterance: Bye for now.


utterance: Thanks for calling Rivertown, this is Jack. How may I help you today?

utterance: #Uh, hello? I called earlier this week, and I just needed help canceling my mom's policies.

utterance: Oh? Okay. Yeah, I can help you with that. #Um, do you- what is the reason for cancellation?

utterance: She passed away recently.

utterance: Oh! I'm very, sorry to hear that. Is there anyone else on the policy aside from your mother?

utterance: No, my dad also passed a few years ago. I'm their only child.

utterance: My condolences to you on your loss.

utterance: Thank you.

utterance: I think we can let you cancel it? I'll have to check with my-.

utterance: When I called earlier they gave me a claim number for the life insurance-.

utterance: Uh-huh.

utterance: And, also said if I had her policy number, birthdate and answer to security question that I could cancel the account.

utterance: Okay, yeah. It sounds like we probably can go ahead and look up the account.

utterance: Great.

utterance: What is the name on the account?

utterance: It's Karen Durvitz. That's D-u-r-v-i-t-z.

utterance: Thank you for that information. And what is the phone number on the account?

utterance: My mom's number was-was. #Uh, let me look-it's in my phone so I don't usually need-need to dial it myself, you know?

utterance: Of course, go ahead and check.

utterance: Okay, let me just put you on speakerphone here. Okay. Are you ready?

utterance: Yes, go right ahead, sir.

utterance: It's Eight-zero-one, nine-six-six, one-eight-six-two.

utterance: Thank you. And do you have the policy number handy?

utterance: Yes, I have it right here. It's eight-eight-four-seven-six-six-two-zero.

utterance: Thank you so much for verifying the account. Yes, I see that the previous representative that you spook-spoke with, made a note documenting your previous conversation.

utterance: That's right.

utterance: Great. I'll just need you to now, verify the security question in order to make any changes to the account.

utterance: No problem. I think the question was, what was your high school mascot.

utterance: Yes, that's the question we have on file.

utterance: It's the cougars. She was a Kearns Cougar.

utterance: Yes, that's right. Okay, so I am speaking to Karen's son? Could you, verify your name for me?

utterance: Absolutely, this is Kevin Durvitz.

utterance: Thank you, mister Durvitz. Okay, so it looks like your mom was enrolled in both our Home Preferred and Basic Auto policies. Does that sound correct?

utterance: Yes, that matches what I have here in her records.

utterance: Unfortunately, we are not able to reimburse for the unused time? I apologize, but-.

utterance: I understand. I'm sure it's in the contract?

utterance: Yes, there is usually a fee to cancel early, but we will waive that in this situation.

utterance: Thanks for that.

utterance: Oh, yeah. So unfortunate.

utterance: Yeah.

utterance: Okay, then. Looks like we successfully cancelled Karen Durvitz's Home Preferred and Basic Auto policies. Is there an email where I can send confirmation of this transaction?

utterance: Yeah, my email is bunny at one two three dot com.

utterance: Oh, it looks like we have that recorded in the notes here.

utterance: Yeah, they asked for it when-when I called earlier.

utterance: Okay, well, I'm sorry again for your loss. Is there anything else I can help you with?

utterance: Actually, yeah. They gave me, a claim number when I called in for the life insurance policy my mom had?

utterance: Okay? Were you wanting the, an update? Or-.

utterance: Yes, the guy I talked to earlier said that someone would be contacting me within twenty-four hours, but I haven't heard anything.

utterance: And when did you call in again?

utterance: It was on, Friday?

utterance: Yeah, I'll look that up for you if you have the claim number handy?

utterance: Yeah, yeah. The number is eight-two-three-three-eight-six-two-four.

utterance: Great, thanks. And you already verified your name is Jack Durvitz.

utterance: That's correct.

utterance: Could you verify the address and phone we have on file for you?

utterance: Address is one two three Conifer Circle, Salt Lake City, Utah. Eight four two one two. And the phone number is four-three-five, six-two-one, eight-eight-nine-one.

utterance: Thank you for verifying that. Okay, it looks like since you called in on Friday, the claim wasn't even looked at until Monday, which is why-.

utterance: Oh! They meant business days?

utterance: Yes, unfortunately our life insurance policies aren't, processed on weekends?

utterance: Okay.

utterance: And so, you should be getting a call actually later today.

utterance: Oh, that works great.

utterance: I actually have the name and number of the case worker on your account, if you're interested?

utterance: Maybe that would be good-in case I miss the call or something. I'm busy moving and I don't want to miss the call.

utterance: Yeah, it probably would be best if you jotted this down.

utterance: Kay. Yeah, Lemme just, grab something here to write down the information.

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

utterance: Thanks. Okay. Go right ahead.

utterance: The agent will be Lindsey Graham. That's g-r-a-h-a-m.

utterance: Okay.

utterance: And the phone number is eight-zero-one-four-four-four-three-three-two-one.

utterance: Can I read that back to you?

utterance: Yes, sure. Go right ahead.

utterance: Eight-zero-one-four-four-four-.

utterance: Uh-huh.

utterance: Three-two-two-one.

utterance: #Uh, I think you have the last four digits mixed up? It's three-thee-two one.

utterance: Okay. So, eight-zero-one-four-four-four-three-three-two one?

utterance: Yes, that's it.

utterance: Hey, sorry about that. It's a little noisy here-.

utterance: Oh, absolutely no problem! Glad we got that sorted out.

utterance: Well, thanks again.

utterance: If for any reason you-you have any other questions, or anything, please don't hesitate to call back.

utterance: Hey, thanks for all your help.

utterance: No problem-you have a great day!

utterance: You, too, thanks again. Oh hey!

utterance: Yes-I'm still here.

utterance: Do you guys by chance have offices in Colorado? I'll be moving there in the next few weeks and I wondered if it was possible to get a quote for home insurance?

utterance: Unfortuantely we only operate here in Utah.

utterance: Oh, that's too bad.

utterance: Yeah, we're a small company, but I heard we might be expanding more nationally in the next year? After all the covid stuff settles down.

utterance: Oh, yeah, yeah.

utterance: So, you might want to check back maybe later in the year?

utterance: Yeah, that sounds great. I just-just had a really positive experience everytime I've had to speak to anyone here.

utterance: I'm very happy to hear that! And again, I'm sorry for your loss and hope everything in Colorado goes well with you.

utterance: Hey, I really appreciate it. Fresh start, right?

utterance: Absolutely. Good luck! And thanks again for calling Rivertown Insurance.

utterance: You have a good one.

utterance: You too! Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance, this is Brad, how may I help you today?

utterance: Yeah, I just moved? I need to-need to update my address?

utterance: Sure. Can get your name and birthdate, please?

utterance: Don't you, need my address?

utterance: Yeah, I just need to verify your policy first?

utterance: Oh, yeah. Yeah. I get it. Okay. My name is Doug Carter. Douglas Carter.

utterance: Thank you, mister Carter. And may I get a birthdate?

utterance: Yeah, it's April fifteenth nineteen ninety-five.

utterance: Thank you for that. And now if you could just verify your policy number?

utterance: Policy number? #Uh, I don't have that on me right now. I'm in the middle of moving and I don't know where anything is .

utterance: No problem. We can verify using other information.

utterance: Hey, thanks.

utterance: Can I get your social security number?

utterance: Whoa! That escalated quickly . You need my whole social?

utterance: #Um, yeah, in order to verify your acocunt-.

utterance: Yeah, I get it. Just let me leave the room. I have a bunch of people over here, helping me.

utterance: Sure, no problem I can wait.

utterance: Yeah, just a minute. I'll go out to the balcony. Okay.

utterance: Ready?

utterance: Yeah, it's five-two-two-three-four-six-nine-two-six.

utterance: Thank you for verifying that information. And now I'll just need you to verify the answer to your security question?

utterance: Oh, yeah sure. What's the question?

utterance: What was your High School's mascot?

utterance: The Beavers.

utterance: Great! Thanks for getting your account all verified. And you needed to update a phone number?

utterance: No, I needed to, change the address?

utterance: Oh, yeah. Moving. That's no fun .

utterance: Yeah, well, it's better than staying in this dump .

utterance: Glad to hear it's a move for the better.

utterance: Well, it's actually to move back with my parents?

utterance: Sounds good to me. Free rent and sandwiches. .

utterance: Yeah, I wish. They're making me pay rent, but it's better than what I'm paying now. .

utterance: At least there's that, right?

utterance: Could be worse.

utterance: Okay, then, can you verify what address we have on file currently?

utterance: Yeah, it's one-four-seven Clemence Street. Salt Lake City, Utah. Eight-four-one-one-eight.

utterance: Thank you. And what's the new address?

utterance: Sixty ninety-seven Lodestone Avenue.

utterance: Lodestone?

utterance: Yeah, that's l--o-d-e-s-t-o-n-e.

utterance: Thank you. And the zip?

utterance: Oh, it's eight-four-seven-two-zero.

utterance: Okay, looks like we have your address updated so you will be receiving your Basic Auto policy statements to sixty ninety-seven Lodestone Avenue. Looks like your policy isn't set to renew for another three months.

utterance: Yeah, I have a bit. Just didn't want to forget.

utterance: Well, thanks for calling in! And just as a FYI, you can also make basic address, phone and claims by using our website.

utterance: Oh, yeah, that's great. I'll keep that in mind.

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

utterance: No, I think, I think I'm good. Thanks for your help.

utterance: Thanks for calling Rivertown Insurance, have a great day!

utterance: You too!


utterance: Hello, and who do I have the pleasure of speaking with?

utterance: #Ah, yes, hang on one sec. My name is Jane Seymour.

utterance: Well, hello, Jane. May I clarify how, you spell your first name?

utterance: Really? Yeah, it's j.a.n.e., you know like you usually spell it. Jesus.

utterance: Thank you, Jane I do apologize for your frustration. Could you spell your last name for me now?

utterance: Yes. Hang on. It's s.e.y.m.o.u.r. My kid is screaming at me, so I can't concentrate.

utterance: I have children myself, miss Seymour, so I understand your frustration. #Ah how can we help you today?

utterance: I darn it, hang on, would like to enroll in a plan.

utterance: Wonderful! Now I do need to ask a few more questions, just to verify your identify. I do apologize.

utterance: Fine. What else, do you need to know?

utterance: I just need your full birthdate miss Seymour, and your customer number, if you have that handy.

utterance: I have both. My birthdate is June first, nineteen ninety two. My customer number is oh hang on, five six four three two one five two.

utterance: Thank you, miss Seymour for that information. I have verified your identify. Do you have a plan in mind, or would you like to review your options?

utterance: Well, I heard from a friend of mine that you offer pet insurance, which I wasn't aware of, but I think it might be something I need.

utterance: I understand you would like more information about enrolling in an pet insurance plan, is that correct?

utterance: Yes, but I don't want to spend too much money and I really need to know what it covers or helps with.

utterance: #Ah, those are all excellent questions, and I can help you with those answers. We offer two plans for pet insurance. One is our PetCare Basic, at five hundred dollars a year and the other is our PetCare Preferred which is a thousand dollars a year.

utterance: Five hundred to one thousand, huh? What's the difference?

utterance: Well, let me ask you this, miss Seymour, how often do you take your pet to the vet?

utterance: Well probably only a couple times a year, unless he does something stupid, which has been more often recently.

utterance: How much did your last stupid moment cost you?

utterance: Oh, well over a thousand dollars which is why I am asking about pet insurance.

utterance: Do you feel like your pet might have more than one of those type of visits a year?

utterance: Well, I hope not, but who knows with this crazy dog. Do you have to pay the premium all at once?

utterance: No, it can be broken into payments like your other plans with us. Does your pet take any regular medications on a monthly basis?

utterance: Yes. The dog also has allergies, if you can believe that, so he has to take an allergy pill.

utterance: It sounds like you might want to go with the PetCare Preferred because it will ultimately save you money.

utterance: Ok, that sounds good.

utterance: Ok, now, when would you like to get this insurance started for your pet?

utterance: Can we start it fresh on the first of next month?

utterance: Absolutely. Now, just to confirm, you would like to start a PetCare Preferred insurance plan beginning on August first. Is that correct?

utterance: Oh my! Is next month August already? Yes. I would like to start it on that date.

utterance: What credit card would you like to use for this on the first of the month? The one we have on file or a diffeent one?

utterance: I don't even know what credit card I have on file right now. Can you give me one second to grab the other one out of my purse?

utterance: Of course, just let me know when you are ready.

utterance: Okay, I think I am ready.

utterance: Ok, miss Seymour, go ahead with the card number please.

utterance: Ok, it is four, one, zero, four, five, six, one, two, four, one, one, one, and nine, seven, six, five.

utterance: Thank you. Let me repeat that number back for you to make sure I have it correct. It was four, one, zero, four. Five, six, one, two, four, one, one, one, and then nine, seven six, five. Is that correct?

utterance: Yes that's right.

utterance: What is the two digit month and two digit year of expiration on that card, please?

utterance: It is zero, four, twenty, four.

utterance: Thank you, and what is the three digit code located on the back of the card?

utterance: Three, eight, one.

utterance: Thank you for that information. Now, you are approving the new charge for the Petcare Preferred using this card starting the first of next month.

utterance: Yes that sounds good.

utterance: Thank you. Is there anything else that I can help you with today, miss Seymour?

utterance: Yes, actually. Will I need to call in again to approve this charge, or will this just come out monthly with my other insurance charges? I really don't want to have to talk to an agent every time, if you know what I mean.

utterance: I do know what you mean, and I assure you miss Seymour that you will not have to call in and speak to an agent again. This will all be handled automatically using your preferred payment on your regularly scheduled payment date each month.

utterance: Whew, thank you. No offense, but I hate having to spend this much time on the phone if I can take care of it in some other way.

utterance: No offense taken. You can always visit our website for additional options and assistance as well.

utterance: Awesome. Alright, I have to take care of this youngster. #Ah, have a good day.

utterance: You as well. Have a great day.


utterance: Good evening, thank you for calling Rivertown Insurance. This is Jake, how may I assist?

utterance: Hello, my name is Janet Baker. I just needed to change my password for the website?

utterance: Yes, I can help you with the online password change. May I just confirm your full name and phone number?

utterance: #Um, yes. It's Janet Baker.

utterance: Oh, yes, sorry. You already mentioned that.

utterance: No problem. And my phone number is five-six-five-seven-seven-two-one.

utterance: Five-six-five-seven-seven-two one?

utterance: Yes.

utterance: Is there an area code-.

utterance: Oh, yeah, sorry. I'm still getting used to that. So, it'll be eight-zero-one-five-six-five-seven-seven-two-one.

utterance: Great. Thanks so much for that informtion. May I also have your policy number please?

utterance: I don't have my policy number on hand? Is there any other-.

utterance: Oh, yes. I can also confirm with your social security number, date of birth and security question answer.

utterance: Oh, wow. You need a lot, huh?

utterance: Well, it's in order to protect the account, ma'am.

utterance: Is there, anyway to reset the password online?

utterance: Unfortunately, we can only do it by phone? For security reasons.

utterance: Okay. Well, actually, let me look for a sec here. Maybe I have-have my, last bill filed away, and -.

utterance: Sure, I can hold while you look for that.

utterance: Oh, okay. Thanks. I'm just right here at the filing cabinet-just looking-no, that's the water bill.

utterance: Uh-huh.

utterance: Okay, let me see here. Okay! It's it looks like it's seven-seven-two-four-.

utterance: Uh-huh.

utterance: Three-three-one-one.

utterance: Great! Thanks so much for verifying your information. One moment while I take a look here at your account.

utterance: Mhm.

utterance: Okay, miss Baker. You wanted to change your online password, correct?

utterance: Yes. That's right. Now, what kind of combination do I need to make it a strong-like a good password?

utterance: We recommend it being at least eleven characters long-.

utterance: Uh-huh.

utterance: And to include upper-case letters, numbers, and a special character.

utterance: Like an exclamation point?

utterance: Exactly.

utterance: Oh, okay. Well, let me think here.

utterance: We can also recommend a password-.

utterance: No, that's what I did last time and I don't think I even wrote it down correctly.

utterance: Oh, I see.

utterance: I need something from my own noggin' so I- have a better chance at getting it right .

utterance: Completely understandable.

utterance: Okay, I think we'll go with crazy cat lady three nine one one exclamation point. Does that work?

utterance: All one word, correct?

utterance: Yes. And make the first letter a capital.

utterance: So, just to make sure I have it correct, it's crazy cat lady three nine one one exclamation point wit the first letter capitalized?

utterance: Yes, I think I can handle that.

utterance: Great! Okay, I have that password reset for you. Is there anything else I can assist you with today?

utterance: Oh, that's it? Great. I really have to run now, I'm just calling on my break. Thanks so much for being so quick.

utterance: Oh, yeah, of course. And if you have time, you should consider calling back so we can, look over your insurance bundling options.

utterance: #Uh, yeah. I'll have to do that. Well, bye for now.

utterance: Thank you for calling Rivertown Insurance. Have a wonderful day!

utterance: Yes. Goodbye.

utterance: Goodbye.


utterance: Hello, thank you for calling Rivertown Insurance. This is Patrick speaking. How may I assist today?

utterance: #Um, hello, I am calling to file a claim?

utterance: Sure, I can help you with that. Could you please give me your full name and birthdate please?

utterance: #Uh, you need that?

utterance: Yes, we need that information in order to lookup your policy information, sir.

utterance: Oh, I, no-I'm sorry. I wasn't clear. I'm calling about a life insurance claim?

utterance: Oh! I'm very sorry to hear that. #Uh, yes, I can help you file the claim. I'm assuming you're the contact of the-of the deceased?

utterance: Yes, I'm the son.

utterance: Again, I'm sorry to hear that we're having to file the claim. But I can certainly assist you.

utterance: Thank you.

utterance: Do you have- what is the name of the policy holder?

utterance: Karen Durvitz. That's d-u-r-v-i-t-z.

utterance: Thank you. And do you have the policy number handy?

utterance: #Um, yes. It's written here-looks like, nine-eight-seven-seven-three-three-two-two?

utterance: Thank you for verifying the policy. And what is the birthdate of the policy holder?

utterance: It was, December ninth nineteen fourty-seven.

utterance: Thank you for the information. Okay, it looks like missus Durvitz has had a policy with us since two thousand fifteen.

utterance: Yeah, I didn't even know she had one. We just found it when we were going over the will yesterday.

utterance: I understand. I will have to ask you about some details about the deceased, are you-are you in a position where you can-.

utterance: Oh, yes. Certainly. I understand. Yes, I can answer questions about mom.

utterance: Thank you. I know this must be, a trying time, and I appreciate your help.

utterance: No problem.

utterance: First, date of death?

utterance: It was last Tuesday, so, July twentieth?

utterance: Twenty twenty-one.

utterance: Yes, twenty twenty-one, of course.

utterance: And cause of death?

utterance: She, had a sudden heart attack. Was in perfect health, we thought.

utterance: Yes, I see there were no pre-existing conditions. I'm very sorry to hear about your loss.

utterance: Thank you. Yes, it's been-been a shock. She had a good life, I think. It's-well, it's-.

utterance: I'm so sorry.

utterance: Thank you.

utterance: I see here the contact for the claim is, Kevin Durvitz?

utterance: Yes, that's me.

utterance: Son?

utterance: That's correct.

utterance: And could I get you to confirm your birthday and phone number, please?

utterance: Yes. My birthday is March fourth, nineteen eighty-five.

utterance: Thank you. And the phone number we have on file?

utterance: #Uh, eight-zero-one-five-five-five-six-two-three-five.

utterance: Yes, that matches what we have here.

utterance: Oh, good. She must have updated it when my phone number changed awhile back.

utterance: Yes. It matches so-so that's good. #Um, may I have a good mailing address and email in order to send you confirmation of the claim?

utterance: Yeah, a good email is, b-u-n-n-y at one two three dot com.

utterance: So Bunny at one two three dot com?

utterance: Yes, that's right.

utterance: Great. And a good mailing address?

utterance: Best address would be three four six Stallion Circle.

utterance: Okay. State and zip?

utterance: Sorry, yeah. That's Utah, and the zip is eight four one two one.

utterance: Sorry, city too.

utterance: Murray.

utterance: Thank you for that. Okay, I'm just waiting for the computer, and we should get a confirmation number for the claim.

utterance: Thank you.

utterance: Someone should be contacting you withing the next twenty-four hours to follow-up and inform you of more of the details of the account.

utterance: So, you can't tell me what the amount, -.

utterance: Unfortunately, I can't give you a payout amount. I can tell you that your mother had the Universal Life coverage which cost fifteen hundred annually, and that the policy has been active for the last seven years.

utterance: Okay, so someone will be calling soon?

utterance: Yes, in the next twenty-four hours.

utterance: And will they be able to tell me how quickly this all will be resolved?

utterance: Typically policies take about thirty business days until payout. There's a lot of informaiton that needs to be processed-.

utterance: Oh, yeah, of course. I understand. I'm just, moving here probably in the next month. I just don't how to navigate the address situation.

utterance: Well, if you change addresses just give us a call and we can update that information for you.

utterance: If there, anyway to do this online?

utterance: Typically our policy holders can update information, but as you are the recipient and not the policy holder, we ask that you call in.

utterance: Oh.

utterance: But we are available seven days a week, six in the morning to six in the evening, Mountain Time.

utterance: Okay.

utterance: Do you want to write down the claim number?

utterance: You're sending me the info through mail and email, right?

utterance: Yes, but it may be handy if you have any additional questions before then? It will help our representative retrieve your information more quickly.

utterance: Okay, yeah. Give me the number.

utterance: The confirmation number is seven-two-seven-three-.

utterance: Uh-huh.

utterance: five-six-seven-three.

utterance: Thanks. And, does it say whether my mom had her auto or home insurance with you guys?

utterance: Yes. It looks like Karen had both Basic Auto and Basic Home insurance with us.

utterance: #Uh, can I go ahead and cancel those policies?

utterance: #Um, could you hold one minute while I contact my supervisor? I'm not quite sure.

utterance: Yeah, no problem.

utterance: Hello, mister Durvitz?

utterance: Yes, I'm here.

utterance: Thank you so much for holding. I spoke to my supervisor, and since your mother had no one else on the account-.

utterance: Yes, my father passed a few years ago.

utterance: And you have her policy number and information. If you can-you can both verify her mailing address and security question we can go ahead and make those changes.

utterance: Security question? I can do the mailing address for sure, but I don't know about the question. It just, depends.

utterance: Certainly.

utterance: The address is three-two-one Conifer Avenue. That's in Salt Lake City, Utah. Eight-four-two-one-one.

utterance: Thank you! And the security question is what was your high school mascot?

utterance: Oh, shoot. Yeah. I have no idea. I don't even know what high school she went to, to be honest.

utterance: How about I ask my uncle and give you a quick call back later? Would that work?

utterance: Absolutely. Just be sure to have the policy number, birthdate, and security answer question. I'll make a note on the account of the situation and that you will be calling back shortly.

utterance: Great thanks. Thanks for your help.

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

utterance: #Uh, no. Not right now, I guess.

utterance: Okay, well, you have a good rest of your day, okay?

utterance: You too. Thanks.

utterance: Bye for now.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance, this is Sage.

utterance: Good morning! I am just calling to-to check on something.

utterance: Yeah, yeah. I can help you with your account. Can I get your name please?

utterance: My name is Sharon.

utterance: #Um, your full name please.

utterance: Oh! Of course!

utterance: No problem. It's early, right? .

utterance: Yes, still waking up. Need more coffee. My name is Sharon Muller.

utterance: Muller?

utterance: Yes, that's spelled m-u-l-l-e-r.

utterance: Okay. Great. And let's see-I'll need your phone number and policy number.

utterance: My policy number? I don't think I have that handy.

utterance: Well, let's start with the phone number for now.

utterance: My phone number is four-three-five, five-six-one, four-nine-three-six.

utterance: Okay, and let me look at- what we need to verify your account. It looks like if you don't have the policy number we're gonna need your social and birthdate?

utterance: #Um, okay. I guess I should have been prepared. What do you want first?

utterance: Let's do birthday.

utterance: My birthday is September seventeeth, nineteen seventy-nine.

utterance: Got it. Okay, and the social?

utterance: It's four-four-four-.

utterance: Yeah.

utterance: Three-two, ninety-five.

utterance: So thats, four-four-four, three-two, nine-five?

utterance: Yes, that's it.

utterance: Great. Thanks for verifying your account, Sharon. So it looks like you have a Basic Home and Basic Auto insurance policy? Does that sound right?

utterance: Yes. That's what I remember it being.

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

utterance: I'm actually just wondering if there's a balance on my account? I was pretty sure I was supposed to get a bill for the next six months, but I'm afraid I might have missed it?

utterance: According to this you're not due to-to pay the next bill until September first?

utterance: Oh! I thought it was August first-tomorrow. That's why I was concerned.

utterance: Yeah, yeah. No problem. You still have another month.

utterance: Oh, that's great! Okay. And I'm still signed up for paper bills, right?

utterance: Yeah. Says here you prefer paper billing. Would you-would you want to maybe change that?

utterance: To what?

utterance: Well, we offer autopay? So you can hook up a credit card or banking account number and the money just comes right out automatically.

utterance: Oh! That does sound easier. That way I wouldn't worry. About missing the payments.

utterance: Yes. The majority of our customers prefer paperless billing. And it cuts down on paper waste too. If that's important to you.

utterance: Well, I mean, it doesn't hurt, right?

utterance: Yeah. Definately.

utterance: I really should do more recycling. My city gives us this recycling garbage can, but honestly sometimes I forget what I can put in it .

utterance: Oh, yeah. I probably fill my recycling can fuller than my regular garbage.

utterance: Seriously?

utterance: Oh, yeah. I mean, we get so many boxes and stuff. With like, Amazon?

utterance: Yes, I do too.

utterance: Just break those down and put them in. It's nice to have more space in the other garbage.

utterance: I really need to just take a minute and look up what counts and what doesn't. I know styrofoam doesn't.

utterance: Oh, yeah. No styrofoam. And nothing dirty? Like, you can't put in a dirty pizza box. It's gotta be clean.

utterance: That's good to know!

utterance: Yeah, I was surprised. I guess they just have to throw the whole can in the dump if you don't follow the rules, so be sure to look it up.

utterance: I will, thank you.

utterance: No problem. So, do you want to change to autopay?

utterance: Yes. Let's go ahead and make things easier on me .

utterance: Sounds good. So, do you wanna use credit or an account?

utterance: Let's go with a credit card.

utterance: Okay, great. Let me just get to the right screen here-.

utterance: I'll pour myself some more coffee. Might need it in order to get my brain going here .

utterance: Sounds good. Okay, so do you have your card ready?

utterance: Oh! Let me go grab my purse.

utterance: No problem. I'll hold.

utterance: I'm back. Sorry about that?

utterance: Yeah, no worries.

utterance: Okay, so it's a Costco Card. Is that okay?

utterance: Of course. So, a Visa?

utterance: Yes. So here goes the number.

utterance: Great.

utterance: It's five-two-five-six-seven, two-.

utterance: Uh-huh.

utterance: Two-nine-nine-two-six-.

utterance: Mhm.

utterance: Six-two-five-three-three.

utterance: Great. And, what's the expiration date?

utterance: Looks like it's September of twenty twenty-three.

utterance: Okay. And now the CVV code?

utterance: Remind me, is that the-.

utterance: the three digit number on the back?

utterance: Oh! It's on the back, that's right. I always forget. Okay. So it's six-two-six.

utterance: Thanks for the info. It looks like we have your card all set up.

utterance: Wonderful!

utterance: You're next bill of eleven hundred dollars will be due-.

utterance: Wait, eleven hundred? I thought it was a thousand-something.

utterance: #Um, yeah, it's the same thing. One-thousand one-hundred-.

utterance: Oh! My cloudy brain. I thought you meant eleven thousand. I was panicking .

utterance: Oh yeah, that would be quite the insurance policy. Like, you had six teenagers on your auto or something.

utterance: Teens cost that much?

utterance: I was just kind of kidding. It does increase things, but not by like, that much.

utterance: Sure, sure. So the next bill will still be August first?

utterance: Yes, and it will automatically be withdrawn from your Visa. You'll receive an email reminder of the autopay, and also a recept for the transaction. Is your preferred email still the mullercats at one two three dot com?

utterance: That's right!

utterance: Okay, I think you're all set then.

utterance: Thanks so much for the help! You just made my life so much easier .

utterance: Any little bit helps, right?

utterance: That's right.

utterance: Well, thanks for calling Rivertown. Is there anything else you need help with? Any questions?

utterance: No. I think I'm good for now. Might call another day to learn more about your pet insurance?

utterance: Oh, yeah. Do you want to hear about our plans?

utterance: #Um, I really need to get going. I'm late for work, so- not now, but I might call back later in the week.

utterance: Great. I'll just make a note here that you're interested.

utterance: Thank you!

utterance: Hey, no problem. Have a good day.

utterance: You too. Bye!


utterance: Good morning and thank you for calling Rivertown Insurance. This is Justin, how may I help you?

utterance: #Uh, hi. I was wondering if I-if I could get, some information about the plan I have? It's a renter's insurance plan?

utterance: I'd be happy to help! May I get your full name and birthdate, please?

utterance: #Um, is there, anyway to just get info about the plans without all the account stuff. I don't even have my, policy number with me or anything. #Uh, sorry.

utterance: I would be happy to give you general information, no problem. Do you know the name of the plan you currently have?

utterance: The name? #Uh, I think it's-well, I know it's the cheap plan .

utterance: Well, both of our Renters Policies have great coverage, but there is one that's slightly less expensive. It's call the Renter's Basic?

utterance: Yeah, yeah. It's that one. Renter's Basic. I was just wondering, what, like what it covers?

utterance: Good question. It protects you from the from potential theft.

utterance: Uh-huh. And that's like that sheet I submitted with all my stuff on it? I mean, the stuff that's worth anything?

utterance: Yes, that's correct.

utterance: Does it, protect my stuff from water?

utterance: Water?

utterance: Yeah, like, if there's a leak or something. Or if there's a flood?

utterance: Water damange is covered by our Renter's Preferred policy. It would protect you against any water damage, both human and natural disaster caused.

utterance: What about, mold? Does it protect against mold?

utterance: #Uh, no. Unfortuantely mold is not part of either of our renter's policies.

utterance: #Um, so my roommate is always running their humidifier, and I am afraid it's going to hurt my comic book collection?

utterance: Oh.

utterance: It's not like kid comics, it's like a real collection. It's the whole reason I have the renter's insurance in the first place.

utterance: No, no-I completely understand. I'm not sure if a humidifier will hurt your comics-.

utterance: Really? You think they'll be okay?

utterance: Well, I can't-I can't really say for sure. I'm not an expert or anything. I know that my dad has a lot of old collectible books, and he, has this special, like bin he puts them in?

utterance: Bin?

utterance: Yeah, it protects against moisture. I think you can Google it.

utterance: Oh. Wow. Okay. Yeah, that sounds good. Okay.

utterance: I mean, it still might be helpful to protect your collection from any unforseen water damage-.

utterance: Yeah, I was just worried about the humidifier. We don't, like, get floods or anything here. And I don't have, like, neighbors above me? My books are literally on the highest shelf in my room .

utterance: Oh, okay. Well, I'm glad I could help. But just so you know-.

utterance: Yeah?

utterance: The Preferred Plan is only one hundred dollars more than the Renter's Basic.

utterance: And it just protects against flooding?

utterance: It protects about water damage, insect damage-.

utterance: Insect damage? Like if moths ate my comic books?

utterance: #Um, yes. I suppose it would protect it against-.

utterance: Or termites? I didn't even think about termites.

utterance: Yeah, some crazy stuff can happen.

utterance: Well, maybe I should get the better plan? How do I, how do I go about changing it?

utterance: We could change it easily right now. I'd just have to get a little information from you.

utterance: #Um, could I think about it? Like maybe send me something about it that I could, read or something?

utterance: I would be happy to send you information about our Renter's Preferred plan. I would just have to get a little information from you-.

utterance: Oh, okay. I guess either way you'd have to get the info, right?

utterance: Right. I just need your name and birthdate.

utterance: Oh, okay. My name is Roger Fielder. Like a field, you know. And my birthdate is March fourth twenty twenty-one.

utterance: March fourth, two-thousand twenty-one. Okay, got it. Thanks for that.

utterance: No problem.

utterance: And I'll also need your policy number?

utterance: Oh. Okay. I guess that'd be, like, on my bill?

utterance: Yes, it should be on the upper right side corner of your bill.

utterance: Yeah, quick sec while I try to find it, okay?

utterance: No problem. I can hold.

utterance: Yeah, it'll just be a sec. Hold on.

utterance: Sure.

utterance: Okay, okay. So, I'm looking-I'm looking and, yeah, there it is. Okay. The number is one-two-two-four-five-six-seven-nine.

utterance: Thanks so much for verifying the policy number! First off, thank you for being a valued customer. It looks like we've had the pleasure of serving you for the last three months?

utterance: Yeah, that sounds about right.

utterance: Great! Now, I can send you the information about the Renter's Preferred Policy.

utterance: Uh-huh.

utterance: Or I could, tell you more about the different policies and maybe switch you over today?

utterance: Yeah. #Um, I'm going to have to wait on that? I know I said maybe, but I really want to read the stuff.

utterance: Oh, yeah. No problem at all, Roger. Would you like the info to be mailed electronically or to your home address?

utterance: #Um, I'm in an apartment.

utterance: #Uh, yes. Would you like me to email the info or mail it to your apartment?

utterance: Oh, that's what you meant! Sorry. Yeah, I think it might be good to get it in my hands? So, mail?

utterance: Sure. Would you mind verfying the address we have on the account?

utterance: Yeah, the address is sixty fifty four Salmon Street. That's in St. George, Utah.

utterance: And zip code?

utterance: Oh, sorry. Yeah, that's eight-four-seven-four-nine.

utterance: Great. Okay, address is confirmed and we are sending you a run-down and comparison of the two policies.

utterance: Sweet! Thanks for that.

utterance: Absolutely no problem. And while I have you on the line, Roger-.

utterance: Yeah?

utterance: #Um, I was wondering if you have considered bundlig your auto insurance with us?

utterance: Oh, I don't have a car or anything yet. I mean, I literally am going looking this weekend.

utterance: Yeah? Well, just so you know, we offer great discounts if you bundle different services with us.

utterance: Oh, yeah. I'll keep that in mind. What else do you offer?

utterance: #Um, like what different policies for auto?

utterance: Or, like, anything? What are the different things you do?

utterance: #Uh, we offer home insurance, life insurance, renter's insurance-.

utterance: Uh-huh.

utterance: Condo insurance and pet insurance.

utterance: Wait, so is condo insurance and renter's insurance the same thing?

utterance: They are subtely different. It depends, are you renting the condo or are you paying for the mortgage on the condo?

utterance: Oh, I'm renting. Definitely renting.

utterance: Yes, we've got you the right thing then .

utterance: Good to check, I guess. Well, I don't need no life or pet insurance. I mean, that might change, like if I get a snake? But I think I'm good.

utterance: Okay. Well, if you want more information about our auto insurance options-.

utterance: Yeah, I mean if I end up getting something I'll totally call again, sounds good?

utterance: Great! I could also send you some information about our different auto policies-.

utterance: Yeah, I think I'm good with the renter's thing. I think that's enough, reading for one day .

utterance: Oh, okay.

utterance: Yeah.

utterance: Well, I just want to thank you again for calling Rivertown Insurance-.

utterance: Uh-huh.

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

utterance: Nah, I'm good. But thanks. Have a good one!

utterance: You too!

utterance: Bye.


utterance: Good afternoon, Rivertown Insurance.

utterance: #Uh, hello?

utterance: Hi there. This is Beverly. How can I help you?

utterance: Oh! #Um, I was hoping to speak to Richard.

utterance: Richard's out for the day, but I'd be happy to help you.

utterance: I don't know if you can.

utterance: Well, what's the problem.

utterance: I called yesterday and spoke with Richard.

utterance: Uh-huh?

utterance: He's my agent.

utterance: #Uh, yes. He's one of the agents here at Rivertown. We all can help, however.

utterance: Well, I just feel that he knows the most about the- the situation.

utterance: Okay. Well, I can see if he wrote any notes in your account? Maybe that would bring me up to speed?

utterance: I don't think Richard would do that.

utterance: Would you rather try back later when he returns?

utterance: Yes, that would probably be for the-for the best.

utterance: That's fine. Now, legally I can't give you his schedule.

utterance: Why not?

utterance: It's just, policy?

utterance: Oh.

utterance: But I can leave a note for him to give you a call. Would that work?

utterance: Yeah, I guess it'll have to.

utterance: Can I get your name?

utterance: Debbie Gibson.

utterance: Thank you. And best phone number for call-back?

utterance: That would be four-three-five-.

utterance: Uh-huh.

utterance: six-nine-six, three-four-seven-eight.

utterance: Great. And your policy number?

utterance: I have it right here.

utterance: Okay, that's just great. What's the number?

utterance: It is, two-four-four-eight-.

utterance: Okay.

utterance: Seven-four-six-two.

utterance: Thank you for verifying your information. So what would you like me to leave as far a message?

utterance: Tell Richard, that Debbie Gibson called-.

utterance: Uh-huh?

utterance: And that we need to remove the dependent immediately.

utterance: Oh! Is this, an emergency?

utterance: Well, yes. I hate to get into particulars, but yes.

utterance: Well, while I can't give you Richard's schedule, I can say that he's on holiday.

utterance: What? He didn't mention anything to me!

utterance: I'm sure he assumed one of the other agents would help if you called back in.

utterance: Oh. I'm just so confused. I thought I had one agent. Richard.

utterance: I understand, but we work together here. I'm sure Richard has been, maybe handling whatever issues you've been having?

utterance: Yes, he was very informative yesterday.

utterance: Well, I had to pull you account up in order to leave the message.

utterance: Oh!

utterance: And there happens to be a message here from Richard?

utterance: What? What did he write?

utterance: He just wrote that customer may be calling to remove dependent from auto.

utterance: Is that all he wrote?

utterance: Yes.

utterance: Oh, well that's fine. Glad he didn't add any details.

utterance: Well, we try to keep things, professional here, you know?

utterance: Okay. So, maybe, so maybe we should just remove the dependent, like he said?

utterance: I can help you with that, definitely! Thank you for allowing me to, assist in this matter.

utterance: It's rather delicate.

utterance: I understand.

utterance: My daughter, she's-she's not her best self right now.

utterance: I understand.

utterance: This isn't a punishment.

utterance: Oh, no. I understand. You don't have to explain.

utterance: We just met with her, doctor, and well, it would just be best if we didn't enable her.

utterance: Of course. No reason to-.

utterance: It just tears you up, you know? You want the world for your kids.

utterance: I completely understand. I'm sorry-I'm sorry you're having to navigate, these difficult issues.

utterance: My son gave us no trouble. Just always an example. A perfect example.

utterance: Yes?

utterance: I don't know what happened with Cherie. I just don't know.

utterance: Well, I'm sorry that I cna't- be more helpful. But I can remove her from the auto policy?

utterance: Yes, please. How quickly will it take affect?

utterance: Immediately, if you'd like.

utterance: Yes, I should have done it months ago.

utterance: So let me just take a quick look here.

utterance: Of course.

utterance: It looks like you have a Preferred Auto policy with us?

utterance: That's right. And it should be me, my husband Doug, and Cherie.

utterance: Yes that's-.

utterance: My son isn't on my policy anymore. Has his own insurance.

utterance: Oh?

utterance: Yes, he's moved out of state. Or he would be with Rivertown, of course.

utterance: Well, that's nice to hear. Now looking at your policy, you're daughter is an extra eight hundred dollars a year to insure, being twenty-two years old, correct?

utterance: That sounds right. Cherie is twenty-two. It's nice that it's been decreasing-the cost. I mean, teens are so expensive to insure!

utterance: Yes, I understand. And it looks like she'd typically be eligible to be claimed as a dependent until twenty-five?

utterance: My son is twenty-six.

utterance: Oh?

utterance: I wish we could keep her on, but I think I'll just buy her a bus pass, you know-so she's not helpless. Sorry, I just don't want to go into details.

utterance: I completely understand. Personal matters. So, I just removed her from the policy.

utterance: That easily! Oh, I thought there'd be more, I don't know. I thought it'd take longer.

utterance: No, it's rather easy once we're in the account to make changes.

utterance: Oh, I guess it's harder emotionally.

utterance: #Er, yes. I'm sure it is. And I'm sorry to hear that.

utterance: Thank you.

utterance: So it looks like this will, decrease your policy amount due yearly to sixteen-hundred dollars-.

utterance: It's not the money. I'd never kick her off just because of the money.

utterance: Oh, yes. I understand.

utterance: Yes, listen. She just walked in. I need to go. Please tell Richard what happened.

utterance: #Uh, yes. I'll leave a note here on your case. Thanks so much for calling Rivertown.

utterance: Have to go. Bye.


utterance: Thank you for calling Rivertown Insurance, where the customer always comes first! This is Amanda, how may I help you today?

utterance: Hello?

utterance: Hello, this is Amanda. How may I assist?

utterance: #Uh, hello? Is this Riverton Insurance?

utterance: #Um, this is RiverTOWN Insurance. How may I assist?

utterance: Yeah, yeah. Rivertown. That's what I said. I need to change my password. Can't get in.

utterance: I can certainly help you with that. May I have the primary insurance member's first and last name along with birthdate?

utterance: My name's Roger and I have home and auto account. My phone number is four three five -five five five -five five five.

utterance: Thank you for that information, Roger. #Uh, in order for me to look up your account I'm going to need your last name and birthdate.

utterance: They want my birthdate! Why would they need my birthdate?

utterance: #Um, Roger? We only need this information for verification purposes.

utterance: My wife says you don't need no birthdate. She called last time and they didn't ask for a birthdate. I'm not getting scammed.

utterance: I'm sorry, Roger. But in order to protect your account we require your full name, birthdate and customer policy number. We are trying to protect your identity with these precautions.

utterance: Let me ask my wife. She says there's a question. She set up a question.

utterance: May I have your policy number or last name? This way I can begin accessing your account and I can provide you with the security question.

utterance: Yeah, yeah, the last name is Fuller. Roger Fuller.

utterance: Thank you for-for that information, mister Fuller. I see that you hold a auto and home policy with us since two zero one five -.

utterance: Yeah, yeah, that's right. No! two zero one four. It was two zero one four when I bought the Buick. No, yeah, yeah, it was two zero one five.

utterance: And all we need now is a birthdate and we can change that password.

utterance: What was that?

utterance: I just need a birthdate and I can change your password!

utterance: Yeah, yeah. You need to speak up, Miss. Can't hear like I used to .

utterance: IS THIS BETTER? CAN YOU HEAR ME NOW?

utterance: Yeah, yeah. You don't need to yell, Miss. Just you know, talk slow. Everyone talks so fast now. In fact, just this morning I was buying a paper at the gas station and the clerk, new woman, asked me something and I had no idea what she said. I said, Speak up, Miss! and then she says, she says Do you need any stamps? and I said, No! I don't need any stamps, I just need this paper and maybe hearing aids . Then she laughed and the fellow behind laughed too and said I'm in the same boat. .

utterance: . Sounds like quite a morning, mister Fuller. #Um, may I get your birthdate for verification?

utterance: Yeah, yeah. It's September three rd, one nine five one. Born during a snowstorm. Social Security number is five two five -five five five -five five five five -.

utterance: mister Fuller, I won't need your Social.

utterance: What now?

utterance: I don't need your social security number, we are done verifying and can go ahead and change your password.

utterance: Huh.

utterance: What password would you like to choose? Our system generates strong passwords if there isn't a password that comes to mind.

utterance: Well, how about one two three Poplar Street?

utterance: I would recommend against that password, mister Fuller, as it is your current address and very likely easily to guess. We recommend using upper and lower case letter, a special character-.

utterance: What's a special character? Like a picture?

utterance: No, mister Fuller. Like the at sign, or a percentage sign, an amperstand, dollar sign-.

utterance: Oh yeah, yeah. I got you.

utterance: And we also would suggest numbers to be included. The password needs to be at least fifteen characters long.

utterance: Fifteen? No wonder I forgot the last one . Fifteen?

utterance: Yes sir, fifteen. Sometimes people do a phrase like, IliveonPoplarStreetone two three!

utterance: You just said don't use your address and now your telling me to use my address.

utterance: I just mean, it's a little harder to guess if it's surrounded buy, all that other stuff.

utterance: Huh.

utterance: What would you like to choose, sir?

utterance: How about, that one you just said.

utterance: Okay. We can do that, mister Fuller.

utterance: Yeah, yeah. Let me get my pen. Hold on a bit.

utterance: No problem, mister Fuller. I'll hold.

utterance: I just need to get a pen.

utterance: I understand, sir. I'll wait.

utterance: Where's a pen! I need a pen! They have this long password they expect me to remember and I need to write-okay, okay. I'm back.

utterance: Ready, mister Fuller?

utterance: Yeah, yeah.

utterance: The password will be capital I-.

utterance: Capital I-.

utterance: l-i-v-e-o-n-.

utterance: Wait, wait, so like it's all one word or with spaces?

utterance: All one continuous word, mister Fuller.

utterance: Good thing I'm writing this down. Okay, so I got a capital I and then l-i-v-e-o-n-.

utterance: p-o-p-.

utterance: p-o-p-.

utterance: u-l-a-.

utterance: Okay, okay like my street, like Poplar.

utterance: Yes, and then followed by one -two -three -.

utterance: Still one word?

utterance: #Uh, yes sir, still one word.

utterance: Okay, okay, one -two -three, and then?

utterance: Exclamation point.

utterance: Like someone's yelling it? Okay, okay.

utterance: Do you want to read it back to me?

utterance: Yeah, yeah. You ready?

utterance: Yes, mister Fuller.

utterance: I got a capital I and then I got a l-i-v-e-o-n-.

utterance: Uh-huh.

utterance: p-o-p-u-l-a-r-.

utterance: Yes.

utterance: one -two -three and then exclamation.

utterance: Yes, that's it, mister Fuller! We got it changed for you. Is there anything else we can do to assist you today?

utterance: So we did it, huh? We got that changed alright?

utterance: Yes sir, we successfully changed the password. Is there anything else we cand help you with today?

utterance: Uh, no.

utterance: Well, thank you for calling Rivertown Insurance-.

utterance: Oh, yeah. My wife says we got another question. I need to know what our payment is.

utterance: Yes, I can look that up for you. One moment please.

utterance: Yeah.

utterance: Looks like you bundled your home and auto with us, and you are platinum members-.

utterance: We did what now?

utterance: You are platinum members since you have been with us for over five years, and this gives you certain discounts.

utterance: Yeah, yeah. Platinum.

utterance: So you are saving over a hundred and fifty dollars with us-.

utterance: We pay a hundred and fifty now?

utterance: No, no sir. Your total payment is twenty two hundred a year, broken into recurring payments of-.

utterance: Yeah, just wanted to know the total. Gotcha. Twenty two hundred a year.

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

utterance: What's that?

utterance: ANYTHING ELSE I CAN DO FOR YOU-.

utterance: No, no. That's it. Thanks, you have have a good one.

utterance: Thank you for calling Rivertown Insurance. Have a great day!

utterance: Yep. Bye.

utterance: Bye.


utterance: Rivertown Insurance. This is Richard speaking.

utterance: #Uh, hello! Is this Rivertown? The insurance place?

utterance: Yes, sir. Rivertown Insurance. This is Richard. How may I help you?

utterance: Oh, sorry! I think I have a bad connection. It's kind of fuzzy on my end.

utterance: I can hear you just fine.

utterance: Oh, good to know. Let me-let me just try going over here. Is this any better?

utterance: #Uh, it's the same for me, sir. I can hear you just fine.

utterance: Okay! Well it's better for me, so let's stay here .

utterance: Sounds good. What-what can I help you with today?

utterance: Yeah, yeah. I'm about to go hiking. That's why the reception is so weird.

utterance: Oh? That sounds nice. Good day for it.

utterance: Yeah, yeah, for sure.

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

utterance: Oh! You didn't hear me? I needed to change my password.

utterance: Yeah, sorry. Must have-didn't catch that the first time around. You just needed to change your password?

utterance: Yes. I'm locked out of my account. I was trying to do stuff online, and well, you know-must have forgotten it.

utterance: Did it lock you out?

utterance: Yeah, like after three tries it said I could only reset it by contacting Rivertown directly.

utterance: I can help you reset your password. But, it will take a minute? Are you sure you have time? With the hiking and all?

utterance: Yeah, yeah. I'm waiting on some people? And, well, this is weird, but it's the best time for me to do my chores .

utterance: Oh, yes. I understand. I just ask because to reset your password I'm going to have to ask you some security questions? I didn't know if you were around other people? Hiking people?

utterance: Oh! I didn't think of that. Let me go over here. No one's over here.

utterance: Sounds good.

utterance: Yeah, didn't think about the security stuff. Come on, Roger! Come on! Sorry, have to get my dog's attention. He's just raring to go .

utterance: Yeah, no problem.

utterance: Okay, we're safely tucked away in the brush.

utterance: Great. All set?

utterance: Fire away!

utterance: Can I get your full name, please?

utterance: Yeah, yeah. Alex Wisner.

utterance: Is that, w-i-s-e-n-e-r?

utterance: Almost. W-i-s-n-e-r.

utterance: Thanks for clearing that-that up. Okay. Got it. And do you happen to have your policy number on hand?

utterance: #Uh, no. I'm not one for carrying around my policy number.

utterance: Do you happen to have, auto insurance with us? If so, it should be on your-.

utterance: Oh, yeah! Yeah! On my card, right? I guess I do carry it around with me . Sorry about that. Let me hurry and run to the car. It's in my glovebox.

utterance: No problem.

utterance: Okay, okay. We're back.

utterance: Good news! Did you get your card okay?

utterance: Yep. You ready for the number?

utterance: Go right ahead, mister Wisner.

utterance: Okay. It's nine-two-three-four-three-four-two-six.

utterance: Thank you so much for verifying that information. Now may I get your birthdate, please?

utterance: Sorry, sorry. You're breaking up? Let me try to go to my original place by the bushes.

utterance: Oh. Yeah, sure.

utterance: Okay. Can you hear me?

utterance: I can hear you just fine.

utterance: Yeah, yeah. Loud and clear. Now what did you need? Phone number?

utterance: No, actually just your birthdate?

utterance: Sure. It's September seventh, nineteen eighty-nine.

utterance: Okay! I'm looking at your account right now, mister Wisner.

utterance: Excellent. It looks like you have both an auto and pet policy with us.

utterance: It looks like you have both an auto and pet policy with us?

utterance: That's right! Have the auto and the car, but no home. Priorities, right? .

utterance: At least you know what you want.

utterance: Exactly. I work for the National Park system? So they actually take care of my lodging.

utterance: Wow! That would be a really cool job, I'd think.

utterance: Oh yeah, it's crazy unless you have to deal with the anti-mask crazies.

utterance: Oh! You have to wear a mask outdoors?

utterance: Well, I drive the bus? And on the bus we ask, visitors to wear facial coverings since it's such, tight quarters.

utterance: Oh yeah, I can understand that.

utterance: You wouldn't believe how angry people get! .

utterance: I get it. I have some people in my family that are anti-mask and they just, well, they are just impossible.

utterance: Yeah, like I get it, right? Freedom, yadi-ya. But also, is wearing a mask that big of deal? Like, I actually like it? Feel like a Mandalorian.

utterance: No kidding. Our building just dropped it's mask mandate, and I swear, everyone has a cold now. It's like all the sickness was just waiting this moment to come back and attack.

utterance: Exactly! I mean, this was the best flu season we ever had here. No one was sick, I swear.

utterance: I guess pros and cons, but I get where you're coming from. Now, let's see-what were we doing? Oh, yeah the pass-.

utterance: The password.

utterance: Yes, that's right. Let's reset your password. Kind of went on a little rant there, sorry about that.

utterance: Oh, no-it was my rant! You were just, providing excellent customer rant service. .

utterance: . Glad to hear it. But back to the password-.

utterance: Yes, back to the password. My bushes won't be safe forever .

utterance: Did you want to create your own, or do you want us to generate one using our system's algorithm?

utterance: Huh. I think I did the alogrithmy one last time? And well, as you see, that didn't really pan out .

utterance: Okay. Sounds good. So, we will need something at least twelve characters long-.

utterance: Uh-huh.

utterance: And it needs a special character. At least one special character, sorry. You can have more than one. And um-.

utterance: So special characters like the dollar sign or something?

utterance: That's right.

utterance: Okay cool. And twelve in total?

utterance: Yes. You will also need to include at least one number.

utterance: Oh, okay. Let's see. I saw this thing that pass phrases are popular?

utterance: Yeah, that can really help with keeping it memorized.

utterance: How about- how about. Let's see. How about rogerisahikinggodnine one one!

utterance: Oh, yeah, that's good. You do need at least one capital letter-.

utterance: So let's capitalize Roger. So, capital R in rogerisahikinggodnine one one!

utterance: Great. That definitely works. Please keep note of your password in a safe place.

utterance: Oh, yeah. I'm gonna put it in my phone right now.

utterance: Great. And, was there anything else I can help you with? What were you needing the website for?

utterance: Oh! I was just going to change my credit card that I have on file? I know the one I have is about to expire.

utterance: Oh, great! Do you want to do that now?

utterance: Nah, looks like my crew is here. Probably will be easier to do later at home, online.

utterance: Oh, yeah. That works too.

utterance: Well, thanks for help. I appreciate it.

utterance: You too! Hope you and Roger have a good hike.

utterance: Yeah, well, he is a hiking god, so it should go well .

utterance: Oh, yeah. He knows it's time to go.

utterance: Well, thanks for calling Rivertown. Don't hesitate to call back if you have any questions.

utterance: Definitely. See ya.


utterance: Good morning, and thank you for calling Rivertown Insurance. This is Linda speaking, how may I help you today?

utterance: Yeah, I need to cancel my plant.

utterance: Oh! I'm sorry to hear that. #Um, may I look up your policy so that I can assist you more fully?

utterance: Yeah, sure.

utterance: Thank you! May I get your full name, please?

utterance: My name is Martin Reynolds. R-e-y-n-o-l-d-s.

utterance: Thank you for that, mister Reynolds. And may I get your birthday and phone number please?

utterance: Which one you want first?

utterance: #Uh, birthday, please. If you don't mind.

utterance: September ninth, nineteen seventy nine.

utterance: Okay, great. Thanks for that and-.

utterance: Phone number is eight-zero-one-five-six-six-nine-two-three-two.

utterance: Thank you so much for verifying the account, mister Reynolds. Okay, so I see you have bundled Preferred Auto and Home Preferred with us?

utterance: Yeah, that's what I want to cancel.

utterance: #Um, okay. Well, first I want to thank you for being a loyal customer with us for the last two years.

utterance: Yep.

utterance: And, before we cancel, could I, ask if there's anything we can do on our end to convince you to stay?

utterance: I got a better quote. Want to save some money. That's it. Nothing personal.

utterance: Oh, yes. I understand that. May I ask what kind of coverage you are choosing instead of Rivertown?

utterance: No, you may not. Sorry. Just want to cancel.

utterance: Oh, okay. Well, just so you are aware, we do charge a seventy-five cancellation fee if the policy is ended before the renewal period.

utterance: Uh-huh.

utterance: It looks like you're due to renew on the twenty-fifth? Would you want to call back and cancel then?

utterance: The twenty-fifth? That's like, in three days? You'll still charge me seventy five dollars for a three days difference?

utterance: Unfortunately-.

utterance: This is ridiculous.

utterance: I'm sorry, but-.

utterance: Can I cancel online?

utterance: #Uh, unfortunately, although our website does have a multitude of online options, you would need to call and speak to a representative in order to cancel your plan.

utterance: And I have to call on the exact day it renews? How does that even make sense?

utterance: Oh, I should probably-I should probably check on that. Honestly, I haven't ever had someone, cancel before.

utterance: Yeah, can you check?

utterance: Of course. Please hold just a moment, okay?

utterance: Yeah.

utterance: mister Reynolds?

utterance: Yeah, I'm here.

utterance: Okay. I've spoken with my supervisor and they said there is a way to indicate the policy won't be renewed if you're okay with it continuing for the next three days.

utterance: Yeah, of course. No problem at all.

utterance: Great! #Um, also, I need-I need your policy number? If you have it handy or-.

utterance: Yeah, I've got it right here. Two-four-four-four-three-eight-eight-eight.

utterance: Okay, yes. Thank you for verifying that. I'm kind of new and forgot to have you- anyway, thank you.

utterance: No problem. So am I cancelled?

utterance: Yes, I'm just waiting on the computer here. Okay, we have it set now that your Preferred Auto and Home Preferred policies will not renew.

utterance: Okay, good.

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

utterance: No, that's it.

utterance: #Oh, okay. #Um, if you have any insurance needs or questions in the future-.

utterance: Uh-huh.

utterance: Please don't hesitate to call.

utterance: Yep. Bye.

utterance: Goodbye, and thanks for calling Rivertown.


utterance: Good day, this is Roberto. Thanks for calling Rivertown Insurance.

utterance: Hello? I just needed to-to cancel autopay?

utterance: Sure, I can help you.

utterance: Oh, good. I can't figure out how to cancel it online.

utterance: No problem. Sorry to hear it isn't, working out?

utterance: It's not that it's not working out, I'm-I'm just having a problem with one of my credit cards.

utterance: Yeah, no problem at all. I'd be glad to help you get that set.

utterance: My problem is that my wife has access to my credit card and keeps spending too much on it.

utterance: Oh, yeah. That definitely happens.

utterance: I like to pay the balance off everything month, which is usually easy, but not when there's a couple of thousand in-I don't know-crafting materials on it.

utterance: Wow! Crafting material, huh? Your wife spends that much on crafting?

utterance: Oh, yeah. She's at artist? Like a welder artist?

utterance: Oh, wow.

utterance: Yeah. You she makes animal statues from reclaimed metals? But the welding equipment itself is really expensive. And sometimes the reclaimed metals cost money too. Like, she can't just always get it from the dump?

utterance: Yeah, sounds like it can be an expensive hobby.

utterance: And she eventually sells them. It's just that it's not steady enough that I can pay off those high amounts monthly. And I hate having that balance on the card. Like throwing money out the window.

utterance: I completely understand. I can totally help you get rid of autopay.

utterance: Oh, thanks. I appreciate it. What info do you need?

utterance: I'll just need to start with your full name and birthdate please.

utterance: My name is Julie DeNiro. Like the actor. And my birthdate is March twentieth nineteen eighty-five.

utterance: Okay, thanks for that information, Julie.

utterance: No problem.

utterance: Okay, I'll also need your policy number?

utterance: Oh. Yeah, of course. Can I check to see if I have it in my wallet?

utterance: Sure, no problem.

utterance: Thanks. Be back in just a sec.

utterance: Yeah.

utterance: So, I don't have it on me? Is there any other way we can look it up?

utterance: Yes, we can use your social security number and security question to access the account.

utterance: Yeah, sure. Let's do that.

utterance: Great. What is the social on the account?

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

utterance: Thank you.

utterance: Yeah, sure.

utterance: And, let's see here, your-.

utterance: My security question thing?

utterance: Yes! It looks like your questions is what is your high school mascot?

utterance: Oh, okay. It's a dolphin. We were the dolphins.

utterance: The mighty dolphins!

utterance: Yeah, but dolphins really are crazy. They are actually, super aggressive?

utterance: Oh?

utterance: Yeah, I saw this show where they were like flipping seals in the air just to, like, mess with them.

utterance: Seriously? I thought they were like, I don't know-hippies?

utterance: No, not at all! They are like bullies of the sea. After of orcas, of course.

utterance: Orcas? Like Free Willy?

utterance: Yeah, they are super mean. Just finished reading this book about The Essex-that ship that Moby Dick is based on?

utterance: Uh-huh?

utterance: Yeah, they will attack without provocation. I mean, but The Essex is a whaling ship, so maybe they had provocation because humans our out there killing everything? I dunno.

utterance: Yeah, guess that gets kind of complicated.

utterance: Yeah.

utterance: Okay, well, thanks for the security confimation. I'm taking a look at your account now.

utterance: Oh, yeah. Guess I kind of just went off there .

utterance: No problem-it was interesting!

utterance: I think so.

utterance: Okay, so first, it looks like you have our Renters Preferred insurance?

utterance: Yeah, that sounds right.

utterance: And you're on autopay, but you pay just an annual payment, right?

utterance: Yeah. Our payment's due on the first of August.

utterance: So, this problem with overdrawing, it isn't every month?

utterance: Ah, no. It was just this last month, but it was a huge fight.

utterance: Okay? You sure you want to go to paper billing? I mean, you only have the one bill-.

utterance: I just can't afford to get my credit dinged. I'm cancelling all my autopay billing options. Like everything, not just insurance.

utterance: Oh, I see. But there are, other options?

utterance: Oh yeah?

utterance: We could have the autopay come directly out of a checking account instead of a card?

utterance: Oh! So it would come from my bank account?

utterance: Yes. With it only being once a year-.

utterance: No, that's actually a really good idea. I'm kind of scattered, so it would help not having to keep track of a bill.

utterance: Great. Let's do that then.

utterance: Awesome. What will you need? Like a voided out check?

utterance: I'll just need your routing number and checking account number.

utterance: Cool. Let me go grab the info.

utterance: No problem.

utterance: Okay. So, let's see. The routing number first?

utterance: Yes, please. That'd be great.

utterance: And that's the-the first number on the bottom?

utterance: You've got it!

utterance: You're so positive, I love it. Okay, ready?

utterance: Shoot.

utterance: Six-seven-seven-eight-nine-two-four-three-one.

utterance: Thanks for that. And the bank?

utterance: It's Chase.

utterance: Thank you.

utterance: Ready for the account number?

utterance: Yep.

utterance: One-five-five-three-four, uh, six-two-three-three-three.

utterance: Okay. Going to read that back to you real quick.

utterance: Okay.

utterance: One-five-five-three-four, uh, six-two-three-three-three?

utterance: Yeah, you've got it right.

utterance: Sweet. Okay. You're all set! Your three-hundred dollar annual payment for Renter's Preferred policy will automatically withdraw from your account the first of August, so, in a year.

utterance: Hey, great. And will I get like a receipt?

utterance: Yes, you'll be notified by your email on file, the, uh, firebird at one two three dot com?

utterance: That's right.

utterance: Yeah, you'll receive a notice that funds will be automatically be withdrawn and you'll also receive a receipt. You can also view any information about your account on our website.

utterance: Sounds great! Hey, thanks so much for getting that taken care of.

utterance: No problem at all! Is there anything else I can assist you with today?

utterance: Nope. I'm all out of sea creature facts too .

utterance: Well, thanks again for calling. Have a good day now.

utterance: You too, bye.