utterance: Good morning, thanks for calling Rivertown Insurance. This is Savannah, how may I help today?

utterance: Good morning! I just needed to add a person to my policy?

utterance: I can assist with that. May I have your full name and date of birth, please?

utterance: Yes, my name is Rae Fielder. My birthday is August tenth nineteen-seventeen nine.

utterance: Thanks for verifying that, miss Fielder. Do you happen to have your policy number handy?

utterance: #Uh, no, but I can find a statement real quick. Is that alright?

utterance: Sure. We could also verify social security number and phone number if that's easier.

utterance: I know I have the billing statement right here, I just need to look for just a second.

utterance: Oh, okay. No problem. You may also want to consider online billing? Not so many papers to keep track of.

utterance: Okay, I found the statement! #Um, I'm not interested in online billing right now. I'd rather have a hard copy for my insurance bill.

utterance: Sure, no problem. Okay, what's you-what's your policy number.

utterance: Let me see here. It looks like it's nine-eight-seven-six-.

utterance: Uh-huh.

utterance: Four-two-four-five.

utterance: Okay, thanks for verifying your policy, miss Fielder. First of all, I want to thank you for being a loyal customer with us for the past five years. We really appreciate your business.

utterance: Oh, yeah. Sure.

utterance: I see you have both Home Complete and Preferred Auto policies with us?

utterance: Yes, that's right. I just needed to add my daughter to the auto insurance as a driver.

utterance: Well, did she just get her license?

utterance: Yes we're all both excited and scared.

utterance: Yeah, that's a big change for sure.

utterance: No kidding. She's my first driver, so it's been a very different experience.

utterance: I bet. I remember when I first started driving. Stay of the sidewalks, right? .

utterance: Well, I wouldn't go that far. My daughter, Lily, is very responsible.

utterance: I'm glad to hear that. You don't always get that with teens.

utterance: Yes, we're very lucky. Straight A student too. Planning on finishing an associate's degree by the time she-she's done with high school.

utterance: Oh, wow! That's awesome.

utterance: Yeah, we'll keep her .

utterance: So, as your daughter is sixteen and a first time driver.

utterance: Uh-huh.

utterance: This will increase your rates a bit.

utterance: Well, I expected an increase. How much more will it cost?

utterance: #Um, let's put her in the system and see. What's her full name?

utterance: Lily Anne Fielder.

utterance: Is that L-i-l-y and A-n-n?

utterance: Yes, on Lily, but the Anne has an e on the end.

utterance: Great, got it. And what's Anne's date of birth?

utterance: September twenty-first, two thousand and five.

utterance: Okay, great. And you mentioned she does well in school?

utterance: Yes, she's an honor's student.

utterance: Have her keep her report cards. Rivertown actually decreases the amount by fifteen dollars each six months for good student rewards.

utterance: Oh, great! Every little bit helps, right?

utterance: That's for sure. Okay-so right now you're paying fifteen hundred for our Preferred Auto coverage which provides both comprehensive and collision-.

utterance: Yes, I'm aware of our coverage. Sorry, I'm just kind of in a hurry.

utterance: I understand, ma'am. No problem.

utterance: Great, so how much will it cost to add Lily?

utterance: Being a beginning driver, it looks like, it will be an additional fifteen hundred to insure Lily on your current plan.

utterance: What?

utterance: This price is typical for all insurance agencies, we acutally provice one of the more generous coverage options for beginning drivers at a competitive price.

utterance: I had no idea.

utterance: Well, if it helps, we can change your billing so it's monthly instead of bi-annual? This way it gives you a smaller amount to pay each month instead of a lump cost of fifteen hundred every six months?

utterance: Hold on-I just need to process for a moment.

utterance: #Uh, yeah, no problem.

utterance: So, so will it be. #Um, is there any way to -.

utterance: Reduce the coverage?

utterance: Yes! Reduce the coverage. Yes.

utterance: Well, you are currently on our mid-tier policy which offers both-.

utterance: Yes, I understand what it offers. Is there a simpler one?

utterance: #Um, our Basic Auto is only five hundred a year? But it only offers collision? And it's a higher deductible.

utterance: So, a five hundred dollar difference?

utterance: Yes. Without the great benefits of our-.

utterance: And would Lily's decrease by five hundred as well?

utterance: Unfortunately, new drivers will cost that fifteen hundred no matter what coverage you're on.

utterance: #Oh. It's just how it is, I guess?

utterance: Exactly.

utterance: Okay. Well. I guess, we have to do what we have to do.

utterance: So, add your daughter to the current Preferred Auto policy?

utterance: Yes. Please.

utterance: Great! Let's just get a few more details.

utterance: Okay.

utterance: Just to confirm, the automobile we currently have on file for you is the two-thousand seventeen Nissan Pathfinder?

utterance: Correct.

utterance: And do you have a driver's license number?

utterance: Yes, one minute. Lily! Lily! Bring me your license.

utterance: If she isn't there-.

utterance: She's here. Okay, yeah-she's getting it right now.

utterance: Okay, that's great.

utterance: Alright, the number is six-five-five-four-two-three-one-one.

utterance: Six-five-five--four-two-three-one-one?

utterance: Yes. That's it.

utterance: Okay, great. Thanks for that information. It looks like your next payment will be due on August thirty first, but we can add Lily now by either, paying for the time until the new billing cycle starts, or-.

utterance: Yes, let's just do that. And then the mailed bill will come at the regular time?

utterance: That's right.

utterance: Okay. So, what do you need for me to pay for now?

utterance: I will need a credit card number or we could also do a single checking account withdrawal.

utterance: Let's do credit card.

utterance: And you're not interested in autopay at this time? It may help-.

utterance: No thank you. Are you ready for the card number?

utterance: Yes, Ma'am.

utterance: Two-five-six-five. Eight-four-four-four. Nine-three-three-three. Seven-two-two-two. Expiration September twenty twenty-three.

utterance: Great! And CVV code?

utterance: Three four five.

utterance: Okay, I will send a receipt to the email we have on file, and your updated insurance cards should arrive within the next three to five business days.

utterance: Is is the raefielder at one two three dot com email address?

utterance: That's correct, ma'am.

utterance: Okay, well thanks for everything. Guess it's first diapers then insurance, right?

utterance: That's right. Is there anything else I can do for you today?

utterance: That's it. You have a good one.

utterance: Thank you for calling Rivertown Insurance, have a wonderful rest of your day.

utterance: Yep, you too.


speaker_role: Agent

utterance: Hello there! My name is Bob and I will be happy to help you today.

speaker_role: Customer

utterance: #Um hi Bob, do I have the right number?

utterance: You have reached Rivertown Insurance.

utterance: Oh Okay. Yes, I have the right number.

utterance: Who do I have the pleasure of speaking with today?

utterance: My name is John Smith.

utterance: Hi John! What can I help you with today?

utterance: Well, I needed to cancel one of my insurance plans.

utterance: No problem, I can help you with that. Which plan are you interested in canceling?

utterance: It is the the pet insurance plan.

utterance: Sure John, I can do that for you. I will just need some information.

utterance: #Uh Okay, sorry.

utterance: No need to be sorry John, you are doing great.

utterance: Well if you can't already tell, my cat passed away.

utterance: I understand and I am sorry to hear that.

utterance: Thank you so much, I really appreciate that.

utterance: You are very welcome. Would you like to call back another time?

utterance: #Um, no I'm fine. I just needed a second.

utterance: No problem at all John. Now, can I have your full name?

utterance: Sure, it is John Smith.

utterance: Can I have the last four digits of your social security number?

utterance: It is five seven two, wait, did you say plan number?

utterance: I am looking for the last four digits of the social security number on the account.

utterance: Can I give you the plan number first? I have it right in front of me.

utterance: I have to go in order of the system please.

utterance: Oh okay, it is just that my computer battery is dying so I don't want to lose it.

utterance: Let me see if I can skip ahead in the system.

utterance: Hold on, you know what?

utterance: Yes, John?

utterance: I can just write it down on my end. Can you hold a second?

utterance: Yes sir, no worries. I will be right here.

utterance: I'm back with a pen and writing it down.

utterance: I'm happy to hear it all worked out John. Can we continue with the last four of your social security number?

utterance: Yes, it is three, two, five, one.

utterance: Three, two, five, one. Got it, thank you.

utterance: Is it time for the plan number?

utterance: Yes John, I will have the plan number now please.

utterance: It's five seven two nine three.

utterance: Five seven two nine three, got it! Thank you John.

utterance: No problem.

utterance: Now I see it was the pet insurance plan level two, is that correct?

utterance: Yes, that is the one.

utterance: Since you are canceling today, you will be receiving a refund of the prepaid part you did not use the remaining of this month.

utterance: #Um Okay, a little good news.

utterance: Yes John, that refund will be one hundred twenty eight dollars and nine cents.

utterance: Thanks, when will that come back to me?

utterance: A check will automatically go out in the mail today and should be received in five to seven days.

utterance: Sounds good, thanks for all your help.

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

utterance: No, that will be all.

utterance: Okay John, again sorry for your loss and thank you for choosing Rivertown Insurance.

utterance: Thanks again Bob, Bye.

utterance: You are welcome John. Have a good day. Good bye!


utterance: Good morning, Rivertown Insurance.

utterance: What's so good about it?

utterance: #Um, well.

utterance: I am just kidding with you.

utterance: Oh Okay.

utterance: I really got you there, didn't I?

utterance: Yes you did, sir.

utterance: Sorry, just trying to have a little fun.

utterance: What can I do for you today?

utterance: I kind of forgot what I was calling about.

utterance: No worries. Would you like to?

utterance: Hold on! I got it, I think.

utterance: Yes sir, please go ahead with your request.

utterance: #Er, don't rush me.

utterance: I apologize, let's start over.

utterance: That sounds like a good idea.

utterance: My name is Michael, and you are?

utterance: #Uh, just call me Frank.

utterance: Will do. What can I help you with Frank?

utterance: I need to reset my password.

utterance: I can help you with that. I just need a little information.

utterance: #Um, can I make it my old password from when I first signed up?

utterance: Unfortunatley, we can not repeat passwords.

utterance: #Er, fine.

utterance: Now, Frank, can I have the last four digits of you social security number?

utterance: Shouldn't you have this information?

utterance: This is just for verification purposes.

utterance: Oh Okay, nine, one, two, zero.

utterance: Nine, one, two, zero. Got it!

utterance: Can I change it now?

utterance: Lastly, I will need your date of birth.

utterance: Wow, you need a lot of information!

utterance: Yes sir. This is for the security of your account.

utterance: November first.

utterance: And the year.

utterance: The year too?

utterance: Yes, please.

utterance: Nineteen forty five.

utterance: Nineteen forty five, got it. Thank you.

utterance: You're welcome, I guess.

utterance: Now, what would you like the new password to be?

utterance: #Um, can I make it numbers?

utterance: Yes, it can be number or letters or both.

utterance: How many digits?

utterance: The minimum is five.

utterance: Okay, two, seven, five, four, eight.

utterance: Two, seven, five, four, eight. Got it!

utterance: #Er, finally.

utterance: Your password has been changed. Is there anthing else I can help you with today?

utterance: No.

utterance: Well then Frank, it was a pleasure helping you today. Have a good day.

utterance: Okay, Michael was it? Bye.

utterance: Yes sir. Good bye!


utterance: Hi, yes, I'm calling today Id like to pay my bill. I always pay the same day my rent is due.

utterance: Alright. And just for future reference, theres a way to pay your bill online at our website.

utterance: I don't use the Internet. It doesn't make sense to me.

utterance: Thats fine, sir. Could I just have your name?

utterance: It's Jem Mae.

utterance: Thats a very unique first name, sir.

utterance: Yeah. My mother picked it, not me. She spelled it funny.

utterance: Very funny, sir. And do you spell your first name g. e. m.?

utterance: Not like that. You spell it j. e. m. My last names spelled different than you think, too.

utterance: Your last name isn't spelled like the month? #Er May?

utterance: No, it's spelled m. a. e.

utterance: Just a few more pieces of information to verify it's you thats calling. What then is your birthday?

utterance: It's June seventh, nineteen sixty-four.

utterance: So your name is Mae but instead you were actually well you were born in June.

utterance: The ironies of life.

utterance: Could I have your phone number?

utterance: Yeah, it's six one four, seven two three, three zero three seven. #Er no, the last four numbers are three zero five seven.

utterance: So six one four, seven two three, three zero five seven?

utterance: Right, thats it.

utterance: And now your social security number.

utterance: What do you need that for?

utterance: You could alternately provide your customer number. It's on your bill near the top.

utterance: I don't see it anywhere. It says customer number next to it?

utterance: Yes, thats right, sir.

utterance: It's not on here.

utterance: Then I'm going to need your social security number.

utterance: I don't like giving out my social security number over the phone.

utterance: Are you in a public place? I can see why that might be a concern for you.

utterance: No, I'm in my apartment, but people can hear going by.

utterance: Is there somewhere you could go where you could safely give me a place youd be able to safely share that number?

utterance: I don't think they can hear me in my closet. Give me a second. Ok, so it's five one seven, eight one, three five oh nine.

utterance: Just to verify that was five one seven eight, one three, five oh nine?

utterance: Yeah, thats it. Oh, this window! I really need to get in there and clean this sometime. Maybe when I.

utterance: Ok, and then I need your answer to your security question. What is your best friends name?

utterance: My best friend? Oh, I know. I put my cat. His name is mister Gigglebottoms.

utterance: Absolutely right. I wondered about that. That would be a strange name for a person. But I'm sure it suits your cat.

utterance: Hes a good cat. I named him that as a joke.

utterance: It's a very funny joke, sir. Ive got your account pulled up. For future reference, you can set up auto billing so you don't have to call every month. It would automatically bill your credit card at the same time every month.

utterance: How am I going to keep track of it if I don't call every time?

utterance: Well, you receive an email telling you that your card has been billed.

utterance: But I told you, I don't get on the Internet.

utterance: Thats right. You did say that. I apologize.

utterance: And I just want to pay this months bill. Not that continuing basis like you were saying.

utterance: Ok, and what is the bills invoice number?

utterance: I'm looking on here and I don't see anything marked invoice.

utterance: It's a six digit number followed by a dash and then three digits. It should be near the top of the bill.

utterance: I don't see oh there it is. It's five one seven one two three dash four four nine.

utterance: Just to verify thats five one seven one two three dash four four nine?

utterance: Yeah, thats right.

utterance: Ok then, sir. Ill need your credit card number and CVV.

utterance: Ok, it's a Mastercard. The number is, let me see here, where did I?

utterance: Take your time, sir.

utterance: Ah, I found it. It's seven one two four, six seven two seven, three five one five, four two seven eight.

utterance: And the day it expires with the security code?

utterance: It expires May twenty twenty-two. The code thing is six seven seven.

utterance: Alright, Ive got that entered for you. The next time your payment is due will be August first.

utterance: Right. Ill call again when that rolls around.

utterance: Well thank you for doing business with Massive Dynamic. Enjoy the rest of your day.

utterance: Yeah, ok. Goodbye.

utterance: Goodbye.


utterance: Hello? Spectrum, can you please hold?

utterance: Yeah, Ill hold.

utterance: Hi there. Sorry for the delay. My name is Jane and Ill be assisting you today.

utterance: Hi, Jane.

utterance: What can I help you with?

utterance: Ive been charged twice for last months service. So I want to cancel automatic billing and just do it by hand.

utterance: You want to pay by the month now, is that what you mean?

utterance: Right exactly. But I want you to fix my over charge first.

utterance: Let me look into that for you. Ill need your name, date of birth and customer number.

utterance: Ok. Well I'm Tom Worth.

utterance: And when were you born, Tom?

utterance: I was born two four seventy-two.

utterance: All right. And do you have your customer number handy?

utterance: Where can I find that? On the original bill? I have this coming to me digitally.

utterance: It's fine if you don't know your customer number.

utterance: Wait, I think I wrote it down when I started. Itd be back here, over by the no thats not it. #Uh, or it could be in the no, not there either. Wait, I think I know where it is, it's probably under the.

utterance: It's fine if you don't know. I can get you logged in by asking you other information.

utterance: I found it. It's right here.

utterance: Go ahead whenever you're ready.

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

utterance: And you said your name is Tom Worth?

utterance: Yes, thats right.

utterance: I'm sorry, that number doesn't match your account.

utterance: Oh? Oh wait. This is Spectrum, right? I goofed and gave you the number to my other account. I can give you my Spectrum customer number.

utterance: Yes, that would be great.

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

utterance: Ah, there we go! All set. And now you said you wanted to cancel automated billing, Tom?

utterance: I did say that, but first I want you to look at the over charge. Your system billed me twice last month instead of once.

utterance: I do see a discrepancy here. I'm sorry about that, Tom. Give me just a moment and Ill get that all fixed for you.

utterance: And thatll be on my credit card?

utterance: Yes, itll show up on your credit card statement as a negative indicating the charge was eliminated.

utterance: All right. Thanks for that. Can you believe this weather today?

utterance: It's downright gorgeous for Ohio. I used to live somewhere this would be considered cold.

utterance: Down South?

utterance: Yes, but probably not like you're thinking. In the Caribbean Islands.

utterance: Really, it's that warm there?

utterance: It's eighty-five there this morning.

utterance: We may get up to that by the end of the day.

utterance: Maybe.

utterance: So about cancelling that the automatic billing thing?

utterance: Yes, lets do that.

utterance: Is this permanent?

utterance: What do you mean?

utterance: Do you want to permanently cancel your auto-billing?

utterance: I could start it up again if I wanted to, right?

utterance: Yes, thats right.

utterance: Well yes, then, thats what I want to do. Cancel it permanently.

utterance: Ok, Ive cancelled it now. Do you want to receive your monthly bill through the mail or online?

utterance: Lets do both. Can I do both?

utterance: Theres really no need for both.

utterance: It's just I want to make sure I get it. I don't want to miss a bill and be out of my Internet.

utterance: Youll receive your bill in time. Is that what you're worried concerned about? That youll get your bill on time?

utterance: No, I just mean even to make sure I nevermind. You can send it to me. Id like to see it in the mail. Thats the way I do my bills. I put them all in a bin and make sure by the end of the week Ive paid them all off.

utterance: All right. We can send a bill out to you in the mail.

utterance: Itd be nice if you could Id like it if you could make the programming better, while you're at it. So many reruns on these shows. My son keeps telling me I should cut the cable and download all my shows.

utterance: Streaming, you mean? He wants you to stream your programs?

utterance: Yeah, streaming, thats it.

utterance: It's not really my department to see to the programming. If you want I could send you to a voice mailbox where you can tell them your opinion about the programming.

utterance: No, don't bother with that. Like theyll listen to me, anyway. Long as they get their money.

utterance: I'm sorry you're not satisfied with what you're getting. Would you like to bundle your TV, Internet and phone? It's a substantial discount from what you would pay for them separately. And it may be better than the deal you're getting right now with your phone provider. I see we don't provide phone for you.

utterance: No, don't bother with that. You can't beat the deal Ive got going with my phone company. It's a special deal.

utterance: Id like to try.

utterance: No thanks. Just cancel the auto-billing and thats all I want from you today.

utterance: I understand. Your auto-billing is cancelled and Ill make a note on here that you were overbilled this month. In case it happens again. It shouldn't, but this way theyll know it happened in the past.

utterance: I don't see what good that will do. Just cancel the auto-bill.

utterance: Thats been done. Is there anything else I could help you with today?

utterance: No, thats all. You ever wish you were still in the Caribbean?

utterance: Sometimes I do.

utterance: You certainly see have less tourists to deal with here.

utterance: That is the truth. Absolutely. I don't miss that at all.

utterance: Well, take care of yourself, now. Thanks for your help today.

utterance: It's no problem. Ive been happy to have served you. Have a great rest of your day, mister Worth.

utterance: You too.

utterance: Goodbye, mister Worth.

utterance: Ok, bye now.


utterance: Hello, this is Dan with Rivertown Insurance.

utterance: Hi, Dan.

utterance: Who do I have the pleasure of speaking with today?

utterance: My name is Sydney. Sydney Sterling.

utterance: Hello, missus Sterling. What can I help you with?

utterance: Um, yeah. Id like to report an accident.

utterance: Is your car in a safe place?

utterance: Yeah, we moved our cars already. We were on the road but now were back at his trailer.

utterance: And have you called the police?

utterance: No, not really. He doesn't want to involve the police.

utterance: Ok, thats fine.

utterance: Does that. Can we do it that way? Is it ok not to call the police?

utterance: Sure. You can keep this between insurance companies if you like.

utterance: It doesn't matter to me. But I guess it would keep him from getting points on his lisence.

utterance: Yes, thats true. It's fine to do it that way.

utterance: What if I change my mind?

utterance: You have three days to report it. You and the other party would have to go down to the station.

utterance: Do you advise me to involve the police? Er, what's your thought on that?

utterance: Why don't we get your claim started and Ill advise you after weve submitted it.

utterance: Hes admitting it's his fault. He says hes insured and hes not going to fight me on it.

utterance: I'm glad to hear that. For your sake.

utterance: Yeah, me too.

utterance: Are either of you hurt?

utterance: No, I don't think so.

utterance: So then, can you tell me what happened?

utterance: I came to a stop behind his vehicle. Hes driving a truck with a trailer behind it.

utterance: Let me stop you there. What's the make and model of his truck?

utterance: Hold on, let me ask him. He says it's a one nine nine nine GMC Sierra. It's silver.

utterance: Ok, go on.

utterance: His name. Do you want his name?

utterance: Tell me what happened first. And take a deep breath. It should help you.

utterance: Yeah, I'm a little rattled. My hand was shaking when I tried to type on the app. Thats why I called instead.

utterance: Go ahead when you're ready, missus Sterling.

utterance: So I was stopped and all of the sudden, he threw it in reverse. I hit the horn, but he didn't hear.

utterance: I see.

utterance: Yeah, and then he plowed into me.

utterance: So your car was still driveable?

utterance: Yes. I told you we drove to his trailer.

utterance: You did mention that.

utterance: He said he missed his driveway, so he was backing up so he could go in. Thats when he hit me.

utterance: And what is the other drivers name?

utterance: Bryon Pellegrini. He says you spell Bryon b r y o n.

utterance: Thank you. Did you get his phone number?

utterance: Yes. Do you want that?

utterance: Yes, please.

utterance: It's seven one six, three three oh, five nine seven two.

utterance: What's your address, missus Sterling?

utterance: Nine nine four North Ellsworth Avenue. Salem, Ohio. Four four four six oh.

utterance: And what about mister Pellegrinis address?

utterance: Four six one five Whinnery road. Same city and state.

utterance: And what about emails?

utterance: I'm slyfox at gmail dot com. Ill ask him. He says hes Bryonp at gmail dot com.

utterance: Were there any other passengers?

utterance: No, just us.

utterance: Did anyone witness the accident?

utterance: No, there wasn't anybody that I saw. Youd think there would be. I was on my way to lunch.

utterance: Well, well try to get this wrapped up so you can go eat.

utterance: Thank you. I'm hungry.

utterance: Now where did the accident happen?

utterance: Just outside his driveway. Two two one three Whinnery road. It leads to a trailer park.

utterance: Youll want to take some pictures. Take pictures of the damages, of course.

utterance: Right, I already started doing that.

utterance: Also take a picture of the scene of the accident.

utterance: Ok, I can do that.

utterance: Take a picture of his license and if you would, your license plate as well.

utterance: You need my license plate?

utterance: It speeds things up for the adjustor.

utterance: Alright. What other pictures do you need?

utterance: You said he was insured?

utterance: Yes, thats what he said.

utterance: Youll want to take a picture of his proof of insurance.

utterance: He said hes never been in an accident before. I haven't, either.

utterance: I'm glad to hear that. Youve both been safe drivers.

utterance: Safe or just lucky.

utterance: Luck has something to do with it.

utterance: If you do involve the police, youll want to get the police report number and the officers name and badge number.

utterance: Ill keep that in mind. Do you think itd be good to call them now?

utterance: Thats really up to you. If you're comfortable with the situation, you don't need to necessarily.

utterance: Yeah, maybe I won't. He said he was sorry right away. He knew it was his fault.

utterance: How are you feeling now?

utterance: I feel a little better now that I got this reported. Hungry. I do feel hungry.

utterance: It's good to hear you're feeling better.

utterance: What happens now?

utterance: Now youll get an email from us. It will have a link for you to submit your pictures.

utterance: Ok, that sounds good.

utterance: Once youve done that, well take it from there!

utterance: Good. I like the sound of that. So I can go and get something to eat now?

utterance: Yes, I have all the information I need.

utterance: Great. He was cool about it. He didn't get mad or anything.

utterance: It's always easier to work with people when their emotions don't cloud what theyre doing.

utterance: I'm sorry it happened, but at least he was cool about it.

utterance: I hope the rest of your day goes better, missus Sterling.

utterance: Thank you. I hope it does, too. Ill look forward to hearing from you about this.

utterance: Well resolve things on our end as quickly as we can so you can get back to your life.

utterance: Alright. I'm glad I called. Better than that app.

utterance: Yes, the human touch.

utterance: Have a great day.

utterance: You too, missus Sterling.


utterance: Good afternoon. Youve reached Rivertown Insurance. This is Darla speaking.

utterance: Hello. I'm Greg.

utterance: Hi, Greg. What can I do for you?

utterance: I have some questions about adding a dependent to my health insurance policy. My daughter is living across town and shes currently not employed, so I'm helping her through a rough patch. I wondered if Id be able to add her to my health insurance. I don't want to see anything happen to her, but if it does, I want to know shes covered.

utterance: Sure, we can look into that for you. Id be glad to help with that. How old is your daughter?

utterance: Does that matter? Shes twenty-three.

utterance: Well, thats great. She has to be under age twenty-six in order to be considered a dependent. There are some other criteria.

utterance: Like what? Like I say, she doesn't live with us right now. Would she have to move back in, because I don't think thats going to happen.

utterance: Your daughter lived with you at some time in the past, right?

utterance: Sure, she grew up here.

utterance: Ok, that would satisfy the residency requirement.

utterance: Does it matter that shes not in school anymore? She got through with college and started working, but she doesn't go to college anymore. She thought about going back, but it looks like shes not going to do that for now.

utterance: No, it's fine that shes not in school.

utterance: Will your daughter be filing a joint tax return this year?

utterance: No.

utterance: Is anyone else claiming her as a dependent?

utterance: No, no one else.

utterance: Then she meets the requirements to be put on your health insurance. And on your tax formiss incidentally.

utterance: Oh, I'm glad you said that. That could really help out.

utterance: No problem! Just so you know, she would be eligible to be on your health insurance even if you don't claim her for tax purposes.

utterance: Really?

utterance: But if you claim her for your taxes, you're required to provide health insurance for her. Is that clear?

utterance: I think so. So I can put her on my health insurance if I want to, but I have to if I claim her on my taxes?

utterance: Yes, thats right.

utterance: And it doesn't matter that she has a son?

utterance: No, that doesn't have any bearing on this situation.

utterance: Probably the easiest is to just put her on the same plan as the one you have, but we could go through the different plans available to you if that interests you.

utterance: No, lets do easy. I like to do easy. Too much is so hard, you know?

utterance: I know exactly what you mean. I do agree with you there.

utterance: Let me pull up your record and we can get her on there. Ill need your name and birthday.

utterance: I'm Greg and my birthday is six one seventy-nine.

utterance: I need your full name, Greg.

utterance: Oh, sorry. Sure you do. Of course you do. I'm Greg Gainer.

utterance: Alright, and Ive got your birthday. Do you happen to know your customer ID number?

utterance: Is that on the forms or something? I don't have those right in front of me. I was going to do this online, but I thought itd be easier to just call.

utterance: Yes, thats fine. We can get you checked in another way. What's your phone number?

utterance: Area code two two seven, six one five, three four two five.

utterance: And what about your social security number?

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

utterance: And then I need the answer to your security question. What is your mothers maiden name?

utterance: It's Weaver.

utterance: Great, that verifies your account. And we said were going to add your daughter. And her name.

utterance: Her name is Gail. Gail Gainer.

utterance: And when was Gail born?

utterance: Gail was born December second, nineteen ninety-eight.

utterance: And what what about her health? Does she have any medical conditions you're aware of?

utterance: She has epilepsy.

utterance: Anythinge else?

utterance: No, thats all.

utterance: If I wanted to add another dependent in the future, is there a way other than calling this helpline to do that?

utterance: You can do it online. I prefer to deal with people personally, but thats always another option.

utterance: Youre just saying that for the sake of job security.

utterance: (laughter) I hadnt thought of it that way. But do you know what I mean? I won't even go into WalMart anymore. You can't see an actual human when you go to cash out.

utterance: I do miss interacting with someone as she rings out my groceries. But I imagine all the places are going to go that soon. The Acme store has self-check outs. They even have it at the library.

utterance: Makes you wonder what itll be like in ten years. Well all be talking to machines, all the time.

utterance: It's not the same as the human touch. Youre right there. Did you need anything more from me?

utterance: Well, lets see. We got Gail added to your policy. She goes on as of today.

utterance: I imagine the price goes up.

utterance: Quite right. Your premium will increase thirty-five dollars. At your current level of coverage youll be paying itll be one thousand sixty-seven dollars per month.

utterance: And it's less if I pay that per half.

utterance: Per half?

utterance: I mean if I pay for six months in advance.

utterance: Oh yes, I see what you mean. #Er yes, it's six thousand two hundred ten dollars if you pay six months at a time. Thats a savings of drum roll please one hundred ninety-two dollars.

utterance: Drum roll please? (laughter) I knew there was a reason I went with Acceptance.

utterance: Yes, we get you insured and see to it you have fun while you're doing it. Did you want to pay that now?

utterance: I could, while were at it. You pro-rate the bill, of course.

utterance: Yes. The remaining balance for this six month period and I can do this because you already paid six months ahead is three thousand one hundred and seven dollars.

utterance: One hundred and seven? You can't round that off to a nice one oh five?

utterance: I can see to it you have fun. Theres only so much I can do (laughter).

utterance: Ill take what I can get. I suppose you want my credit card?

utterance: That would be nice.

utterance: Ok, ok. Let me get it. Here it is. So I have a Visa. The numbers are two zero one four, five one seven six, eight two three two, four zero one seven.

utterance: So let me make sure Ive got that. You have wo zero one four, five one seven five.

utterance: It's six.

utterance: I'm sorry?

utterance: It's five one seven six.

utterance: Oh, thank you. Five one seven six then, eight two three two, four zero one seven.

utterance: And now you want the expiration date and the code on the side.

utterance: Youre reading my mind.

utterance: Ive always wanted to have a crystal ball in this living room.

utterance: Well with the savings of paying six months up front, youll be able to afford one.

utterance: Funny. The expiration is two twenty twenty-five. The actual code is three one seven.

utterance: Ok, Ive got that put into our system. Youre now up to date for yourself and your husband along with your daughter for six months.

utterance: Yeah, we adopted her when she was seventeen. Had been through some really hard things. I was glad to be able to be there for her.

utterance: I think that about wraps it up. And I'm glad you adopted her if she was having a hard time.

utterance: Shed been homeless and on drugs already, plus some other things besides. Youd never know it today. Shes really thriving.

utterance: Thats great. And now shes insured!

utterance: Now shes insured.

utterance: That wraps things up on my end, unless you want to know anything else about your policy.

utterance: Actually now that you mention it, my tooth has been hurting me. What's the deductible on our dental again?

utterance: Let me look in here and see. Youre paying seventy-five of it, up to a thousand five hundred dollar cap. Then you have to pick up the rest of it.

utterance: Lets hope it's just a filling then.

utterance: I hope so too. And I hope your daughter has better teeth. Or at least, shes not going to cost you right away.

utterance: I told you shes adopted. She doesn't have my teeth.

utterance: I hope no one has your teeth. What would you do to chew without them?

utterance: Ok. I need to get going now. Thanks for all your help today.

utterance: Thank you. Thank you for choosing Rivertown Insurance for all your health needs. You have a great day today, Greg.

utterance: Well try. I'm going to go out to the lake and see if I can spot some blue herons. It's something we do together as a family.


utterance: Hello, Trupanion where we insure your pets health is assured, Sally speaking. How can I help you today?

utterance: Hi. I think I want to get pet insurance for my cat. I don't know if I want to get it, but I think I want to get it. Hes healthy right now, but you never know when things could go wrong, you know.

utterance: Of course. No one knows what the future holds.

utterance: No, not even my cat. Or if he does, he isn't telling me.

utterance: What I always say is imagine having a vet bill for fifteen hundred dollars. Not as hard to happen as you think, and most people would struggle to pay that.

utterance: Yikes! I would! Thats a lot of moolah!

utterance: And of course you love your cat. What did you say your cats name was?

utterance: Ham. Well, his full name is Little Booty Ham Sandwich. #Um but for the sake of the form, we can shorten it.

utterance: Oh, no shortening needed. Well be happy to address your little booty Ham Sandwich just that way, Mrs.

utterance: My name is Jane Marckewski. You can call me Jane.

utterance: Sounds great, Jane. Let me go over some basics first, just to set you up. These numbers are for dogs, but I think youll see cats have their comparable expenses.

utterance: All right, shoot.

utterance: Did you know the A. S. P. C. A. estimates dog parents spend between three hundred and seven hundred dollars a year on food, toys, treats, and other miscellaneous expenses depending on the size, breed, and location of their animals?

utterance: I don't think weve ever spent anything close to three hundred dollars in a year on our cats toys. Food might add up a little bit. He has a sensitive tummy.

utterance: I had a cat like that, too. Youd be surprised, you really would. Buying a cat carrier and a carrier bag can run things up even more. It's not uncommon for pet parents to spend a thousand dollars the first year they get their pet. Did you know that?

utterance: I'm not sure it would add up like that. A cat carrier doesn't quite cost.

utterance: And you know going to the vet just for a routine check up can run you between fifty and two hundred fifty dollars.

utterance: Well, thats true. You usually don't get out of there for less than a hundred dollars, depending on why you're there.

utterance: It's not even these expenses you have to worry about, high as they are. It's the surgeries that really cost you. One in three pets will need surgery this year. Can you believe that?

utterance: I know three pet owners off the top of my head. None of them have ever had surgery on their.

utterance: A ligament repair on a dog can run you upwards of five thousand dollars. Sometimes even more!

utterance: (gasp).

utterance: And for kitties. You know those little bundles of joy get urinary problemiss Dealing with a urinary obstruction will cost you lab testing, antibiotics and even surgery, which could soar to a cool three thousand dollars in no time.

utterance: Is it really that high? I mean for a urinary infection?

utterance: You never can tell what's going to happen. Thats not even considering the possibility of some kind of chronic condition. It's outrageous what they charge these days, don't you agree?

utterance: All medical costs are too high, in my opinion.

utterance: Lets talk about how the insurance works. It's similar to property insurance in that you get reimbursed after it's over between eighty and a hundred percent of what you pay out, depending on the deductible you select. You of course pay a monthly premium, which is to be expected, naturally. Thats to keep the coverage going that, once your deductible is met, will cover all eligible expenses for any healthcare your cat needs, up to your limit.

utterance: #Uh huh.

utterance: There are certain things the plan will cover, like unexpected injuries such as ingesting a foreign object or any kind of broken bones, or unexpected illnesses such as cancer, gluacoma, or hip displasia, surgeries, of course, prescription medication, tests like x-rays and any emergency exam fees.

utterance: What doesn't Trupanion cover?

utterance: Well, we don't cover pre-existing conditions, just like with human insurance, routine care or wellness examiss preventative care or spay and neutering. We also don't cover vaccinations and a few other miscellaneous items that youll find in the hard copy we send you about your plan.

utterance: Those sound an awful lot like most of the expenses I would actually ever incur for my.

utterance: We have accident-illness plans that give coverage for both accidents and unexpected illnesses as well as a more premium plan with a wellness add-on. It's more expesive, true, but the coverage will be more comprehensive. The only health issues we don't cover with this plan are pre-existing conditions.

utterance: I can just imagine what the charge is for that a month. What do you charge for.

utterance: For our basic package? It depends on where you live, of course, as some places are more expensive to live in than others. Might I know your city and state, Jane?

utterance: Yes, I live in Sacramento, California.

utterance: Ah. For Little Booty Ham Sandwich you would only have to pay twenty-nine dollars a month for the basic package. The premium package, which guarantees you ultimate protection in all matters of health and well being, would be just twelve dollars more.

utterance: It's a small price to pay.

utterance: Yes, thats exactly right. Would you like to hear more about the premium plan?

utterance: Lets stick to the basic I want to hear about the basic plan for now.

utterance: Aha. Well, you would have a two hundred dollar deductible on that plan with a ninety percent reimbursement rate. So say your cat needed a fourteen hundred dollar dental extraction. Youd be saving a thousand and eighty dollars just because you bought health insurance for your kitty. Because fourteen hundred dollars minus the two hundred dollar deductible is twelve hundred, and ninety.

utterance: You don't have to do all the math for me. I trust you.

utterance: #Hm. The pay out is per incident, which means every time you had to spend money for your cats health, you would get that nintey-percent back after your deductible is met. How old is your cat, Jane?

utterance: Hes eight.

utterance: Oh, well, hes still pretty young.

utterance: Actually, they consider him a senior at the Primary Pet.

utterance: I mean in terms of overall lifespan, you're getting him in at the right time. Youll pay less than you would if you waited another ten years and tried to get pet insurance then.

utterance: I don't know that hed be around in ten years.

utterance: Ah, I see what you mean. But anyway, if you wait too long, itll be more expensive when you really need the insurance for your favorite person.

utterance: He is my favorite. Don't tell my husband that.

utterance: (laughter) I can totally relate. I have a favorite, too. Don't tell.

utterance: I guess I see all the things out there that could happen and it makes me a little anxious, you know, because I.

utterance: And thats what you're really paying for, isn't it? You want that peace of mind. Theres no price tag you can put on being able to sleep soundly at night. Am I right?

utterance: The more I think about it, the more I.

utterance: So all we need to do to get you the care that your Little Booty Ham Sandwich deserves is for me to get a little information from you like your address and things like that, and you can start right away feeling more peaceful about.

utterance: You know, on second thought, I don't think I want to do this.

utterance: Are you sure you're making the right choice for your cat? I mean.

utterance: It's going to add up to a lot of money in the long run and not cover the things that are most likely to happen. It's a safe and cautious thing to do, but it doesn't make sense when I think about it.

utterance: Remember most families don't have a thousand dollars lying around that they can afford to spend on any.

utterance: Yeah, yeah. I heard you. Thanks for your time, but I don't think I'm going to blow my money on this. Ill just save a little more and.

utterance: I know saving sounds like a good plan, and it can work, but remember that if.

utterance: Thank you for talking to me today.

utterance: If you only just.

utterance: Goodbye.


utterance: Hello, Rivertown Insurance, Rocky speaking.

utterance: Hi, my names Kitty.

utterance: Thats a very unusual name.

utterance: Oh, well, it's actually Cate, but my friends all call me Kitty.

utterance: What can I do for you, Cate?

utterance: I want to sign up for a the health insurance plan you offer. It's time to take better care of myself.

utterance: Id be glad to do that for you, Cate. Are you an existing customer with us?

utterance: No, I'm new. Ive never yeah.

utterance: All right. We have to set up an account for you, then we can go ahead with getting you your health insurance.

utterance: So what do you need?

utterance: I need your full name, of course, a good number to reach you at and your social security number. Well also create a security question for you.

utterance: All right. My name is Cate Ballentine. You can reach me here, at five one seven, three three two, four one seven five.

utterance: Great! And can I get your social security number, please?

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

utterance: Lot of zeroes in that one.

utterance: I never really noticed.

utterance: And now a security question. Ill read you your choices, you pick one you want to answer.

utterance: Ok.

utterance: So here are three you can choose from What high school did you attend? What is the name of your first school? What was the make of your first car?

utterance: I can tell you my high school was Hudson High. That Ill remember.

utterance: Great! Let me just enter that and your account with us will be all set up. Ok. So you wanted health insurance with us?

utterance: Yes, what are the details if surrounding health insurance with you?

utterance: Well, lets start here. When would you like the health insurance to start? Immediately or at some time down the road?

utterance: Immediately, I think.

utterance: Ok, and now which of these do you feel is most important for your plan? Hospitalization, preventative care, dental, vision, telehealth or coverage for existing conditions?

utterance: Existing conditions would be something I want to look into. But I also need I do need a good dental plan.

utterance: Are you currently enrolled in Medicare parts A or B?

utterance: No.

utterance: And when were you born?

utterance: February tenth, nineteen sixty-four.

utterance: Are you a smoker?

utterance: No, yuck on that stuff.

utterance: You may get a better rate with us because of that.

utterance: Oh, thats great. I'm glad I quit.

utterance: Do you want to include a spouse in this plan?

utterance: No, this is only for me. I'm on my own.

utterance: What about dependants? Any children to insure?

utterance: No, I don't have any kids. As I say, I'm on my own.

utterance: And what is your address?

utterance: I live in Ravenna, Ohio. At six fourty Grove Street.

utterance: And what's your household income?

utterance: Boy, you ask a lot of questions.

utterance: It's the only way to get the best plan for you. I do apologize.

utterance: I make about sixteen thousand dollars a year. Give or take.

utterance: And finally, what is your pre-existing condition?

utterance: I have diabetes.

utterance: What we have available for you is called the Choice Advantage Plan. It has discount dental and vision. It includes telehealth and Heightened Care for your dental. That gives you a fifteen percent discount on any visit to the dentist.

utterance: I could use that.

utterance: Your office visits would have a co-pay of forty dollars per visit up to a maximum of three.

utterance: And what does that cost me?

utterance: It depends on what you want your deductible to be. For a thousand dollar deductible, itd be three hundred fifty-nine dollars and seventy-nine cents a month. You could opt for a higher deductible of two thousand five hundred dollars. That would run two hundred seventy-two dollars a month.

utterance: What's the highest deductable I can have?

utterance: The highest deductable would be seven thousand five hundred dollars, and that would set you back only two hundred and twenty dollars a month.

utterance: I think I want to go with that last one. I'm pretty healthy overall.

utterance: Sounds good to me.

utterance: What about getting my insulin?

utterance: There are no particular benefits covering that with this plan.

utterance: I guess Ill have to take what I can get. Is that the cheapest plan you have available?

utterance: No, we have our HPG Choice plan. The conditions for that are a little different.

utterance: What are they?

utterance: Well, it's one hundred sixty-four dollars and ninety-five cents a month.

utterance: #Ah I like the sound of that!

utterance: Instead of deductibles, the plan pays you a flat rate in each case.

utterance: Like what do you mean by that?

utterance: So, for a hospital stay, the plan pays out a thousand dollars per day.

utterance: That isn't much for a hospitalization.

utterance: Thats true. But it's for an unlimited number of days. However long youd need to stay, youd have that amount of money coming every day.

utterance: What if I have to have surgery?

utterance: The plan would pay twenty-five thousand dollars toward any surgery.

utterance: What if I needed more than one?

utterance: I'm afraid it tops out at twenty-five thousand. If you need multiple surgeries at the same time, thats what the plan would offer.

utterance: I'm not entirely comfortable with that. Does it have anything for the insulin?

utterance: For the insulin, lets see here. It says here that is, I see that for the first twelve months, there would be no coverage available. After that you would get forty dollars toward it for a brand name insulin, and ten dollars if you chose generic.

utterance: Thats something, at least.

utterance: And you would have full coverage on any telehealth needs you had.

utterance: What about the dental. You didn't mention you didn't say anything about that yet.

utterance: You would get twenty dollars and twenty cents toward any dental you had.

utterance: Well, it's not a plan I love, but it's the one I can afford.

utterance: Would you like me to enroll you in that plan today then?

utterance: Id like you to change the American health system so I'm not paying through the nose for something I need to live.

utterance: #Ah, ok. Thats a little beyond the scope of what I can do for you. I'm sorry.

utterance: I know it is. Yeah, go ahead and sign me up for the hundred sixty-four dollar plan.

utterance: Right. Well get you right into the HPG Choice Plan right now.

utterance: So todays date, July thirtieth, twenty twenty-one, you are enrolled in the HPG Choice Plan. How would you like to pay for that?

utterance: Credit card I assume is the only way.

utterance: It's the easiest, yes.

utterance: All right. Let me go get my card. Ill be back in a second. Hello? I'm back.

utterance: Go ahead anytime you're ready.

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

utterance: And the date of expiration as well as the security code?

utterance: It expires in June of twenty twenty-five.

utterance: And the code?

utterance: Oh right. It's two one one.

utterance: Ok, you are now covered under our HPG Choice Plan. I hope that will let you sleep a little better tonight.

utterance: Lets hope.

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

utterance: No, I think that about does it. Thanks for doing this for me.

utterance: No problem. Have a pleasant afternoon.


utterance: Thank you for calling Rivertown Insurance, where we make the bad times go away How can I help you today?

utterance: Yes, hi, my name is Summer. And I think I need insurance.

utterance: Well, hello, Summer. You can call me Sunny. Why do you think you need insurance?

utterance: Oh my god. Is Sunny short for Sunshine because then we'd bee Sunshine and Summer. Not, like sisters, but in the same clubs. Most def.

utterance: It sure is - my parents were super into the environment.

utterance: Really? That's super cool. We're Republicans.

utterance: Cool. So what do you need insured? Your car? Your house?

utterance: Like everything. I am being forced out of my parents house into an apartment by my stepmoht and am bringing my poodle, mister Gigglesworth - you have pet insurance, right?. I have to buy a car so thatAnd there's something else...

utterance: Medical? Dental?

utterance: I'm two four. Mommy and daddy still cover it.

utterance: That's nice of them. Date of birth and current ZIP?

utterance: The two four th February in one nine nine seven - Pisce, as if you couldn't tell. three zero zero three three though I don't think I can live here. It's very expensive. I'm looking elsewhere. Why?

utterance: I can start looking up your policy options. I'll see if I can't find the cheap ZIP nearby for your auto insurance, OK? Give me just a moment.

utterance: Okay. Oh! My boat!. #ugh I have to store it at the public dock - some stupid rule about living in a certain area to a member. I mean, #ugh, the public dock? #ew I've been a member at the yacht club since I was four. Can they do that? But I guessI should insure it becasue, you know, other people.

utterance: That sounds terrible. I'm sorry this is all happening to you.

utterance: It just is, thank you for understanding. Nobody else gets it. You're like my BFF right now. Nobody else understnads me. #Shh don't tell Susie.

utterance: Wouldn't dream of it, but would you...

utterance: And I have to pay my money I earned myself from a job - gross. They made me get a job. All so I can be 'insured?' #UGH It's a freaking piece of paper. Nobody uses it.

utterance: Yes, ma'am. Let's help you through picking some plans, ok? Easy question first do you want a lower monthly payment or lower deductible?r.

utterance: Both.

utterance: OK. Do you know what a deductible is?

utterance: It is the amount of money we deduct.

utterance: Well..

utterance: From the money I pay you?

utterance: Ok, that's a good start. A deductible is the amount you are immediately responsilbe for in an accident.

utterance: I haven't had an accident. Ever.

utterance: But if you should, then..

utterance: I won't. Why would I have an accident?

utterance: Lots of things happen, but that's what insurance does. It covers the amount of money needed to get through unexpected life events.

utterance: Like having a baby?

utterance: That can be covered by medical insurance, yes. And if the baby gets sicks, because they do all the time..

utterance: Then you pay for the doctor visit?

utterance: Yes. Most of the doctor visit, or hospital stay, or surgery. We would pay for a good portion of those things according to the contract you sign with us.

utterance: How much would I pay?

utterance: That's the deductible.

utterance: What?

utterance: In the contract, we will determine what percentage you would be responsible if something bad should happen.

utterance: Is that, like, a lot though? Because if I'm sick, I'm not going to pay. And if I die, who cares, like right?

utterance: Actually, your family covers the deductible if you die.

utterance: But I'm dead.

utterance: Not yet, but this turning into a long call so anything could happen. But let's ignore the death part for now.

utterance: You are saying that if I get sick -.

utterance: We're not talking about health insurance. You have that. The car. Focus on the car.

utterance: Hm. If my car gets si- Oh! Like if when Rosalita our house keeper was backing out of the driveway and Jonny from down the street ran into her because I just told him that...

utterance: Ignore Jonny's part, but keep going.

utterance: Jonny wrecked her car. And the next day, she had a new one. She said somebody paid for it. Was it.. Greg? Started with a G.

utterance: Right. Her car was wrecked, no fault of her own, and the insurance probably bought her new car.

utterance: You bought her a car? Can you buy me a car? I need a new one.

utterance: No. Only if it's wrecked through no fault of your own.

utterance: I could get a friend to, you know... I mean, I'm just down the street from the river and we could...

utterance: Stop right now. No. That's fraud. You will go to jail.

utterance: They'll never catch us.

utterance: Did I not mention this phone call is recorded?

utterance: I will not push my car into the river.

utterance: You will not.

utterance: Yes. But what if...

utterance: No. Acts of God, only.

utterance: I haven't been to church in years. If I pray, will you buy me a new car?

utterance: Maybe we should go back to the deductible.

utterance: I'm confused. Is this a religious thing?

utterance: No. Act of Goid is a legal term that includes anything that happens outside of the control of mankind. Stormiss floods, trees falling, etc.

utterance: Oh. Only God can hurt my car to get a new one.

utterance: Well, God or Jonny by driving into it.

utterance: When you said accident earlier, you meant like Jonny running into my car. Then you will cover getting my car be... repairs. Oh! You will fix my car!

utterance: Exactly.

utterance: How much would I pay, again?

utterance: We have plans at the five hundred dollar deductible level, up to one thousand, two thousand, and five thousand.

utterance: You can buy a whole car on Facebook for less than five thousand dollars. Why would anyone choose that?

utterance: If the car is very expensive, and you have a really good job, and you don't think an accident will happen, then a plan with a high deductible means you pay less every month.

utterance: Every month? Pay what every month?

utterance: Oh dear god.

utterance: I pay once.

utterance: You can pay all of your auto insurance once every six months, yes, or you can break it up into monthly payments.

utterance: Well, how much is once? I mean, like, how much do I pay if I pay once?

utterance: I have to run your driving record and we can check. Let me get some info from you.

utterance: My car is so old. It might have an accident. What if I run into someone else? Like, an accident?

utterance: Let's revisit that in a moment. So, let me get your name, address, social, all the information from your driver's license including the number please.

utterance: Oh! Let me find my purse. Hold on.

utterance: Of course. Take your time.

utterance: One second. I'll be right back.

utterance: Sure. Ma'am? Are you there? Hello? I think she hung up.


utterance: Good afternoon, Rivertown insurance. James speaking. How may I help you today?

utterance: Hi, James. My names Fred. I want to learn about what your insurance would entail for my apartment.

utterance: Id be happy to help you with that.

utterance: So I know Id want to insure my piano. Thats valuable. Probably my TV and computer, too. How do we go about this?

utterance: You might also want to cover other things, like your clothing or jewelry. Think about having to replace those things.

utterance: I'm not really a it's not something Id worry about, replacing my clothing. I don't have that much tied up in what I'm wearing.

utterance: Do you have any family heirlooms or jewelry youd want replaced?

utterance: I do have a large family Bible, but I don't think it could be replaced, exactly. It has all our names going back in it.

utterance: I see what you mean. You can you could always make yourself a copy of the names and store them somewhere, then insure the Bible so youd be able to get something similar if something God forbid did happen.

utterance: Yeah. I had a feeling this could get uncomfortable. Nobody wants to think about losing all their stuff. But without the insurance, where does it leave you, you know? Jeez.

utterance: We offer two different types of renters insurance. Our basic package and our renters preferred package.

utterance: So I don't insure my items indivdually or anything? I mean theres no.

utterance: Right. You pay a certain amount per month, and that comes with a deductable. The preferred package is only twenty-five dollars a month and your deductable for that would be one hundred dollars.

utterance: What's that work out to a year?

utterance: For the preferred package you would pay three hundred dollars a year.

utterance: And what about the other one you mentioned? The simple package.

utterance: Your basic package is two hundred dollars a year, but the deductable is considerably higher. You would pay five hundred dollars toward replacing your insured itemiss Then after that the other then the insurance kicks in and you get the replacement value according to what we insure.

utterance: So I just take a bunch of pictures?

utterance: You take pictures and then we have an assessor come out to your apartment. They verify ownership and then work to determine a market value for all the objects you insure.

utterance: Too bad you can't insure other things. Id like to get my cat back if there was ever an accident.

utterance: Oh yes, thats very understandable. But I'm afraid the technology isn't quite up to that point yet. Someday in the future, I suppose.

utterance: Now what kind of disasters does this insurance cover? Everything but an earthquake?

utterance: Do you have earthquakes where you live?

utterance: No, it was just a question. I mean you never know. Act of God and all.

utterance: Our insurance covers loss in any case of fire or lightning, a windstorm, smoke, vandalism or malicious mischief like theft.

utterance: Oh, I didn't realize you would insure against theft.

utterance: It's what we do. You would also have some liability insurance where if someone was injured in an event like were describing, you would have a dollar amount awarded to cover injuries that party incurs.

utterance: The last place I lived, I didn't need renters insurance, but they made me pay them a deposit for my cat. In case it destroyed things, you know. They tied up four hundred dollars that way. But here the landlord says I have to have insurance covering something like that.

utterance: What sort of package are you interested in purchasing?

utterance: I think the preferred. It depends on the liability limit. What's the liability limit on the basic one?

utterance: Not to give you a well to throw a wrench in things, but you might consider an umbrella package, where your insurance would cover both the kinds of things rental insurance covers, but also anything additional on your car or other vehicle if you have one.

utterance: Let me get back to you on that. I might want to insure my boat that way. But about the liability limit for the basic?

utterance: Your coverage would be to a thirty thousand dollars. The preferred package covers up to one hundred thousand.

utterance: I don't think my stuff is going to work out to be above thirty thousand dollars. Like I say, it's my TV and my piano along with the computer.

utterance: It might surprise you how fast those assets add up. For instance, a hotel stay while your landlord does repairs on the apartment would be something youd want to factor in.

utterance: I hadnt thought of that. Still, how long are you going to be tied up at a hotel?

utterance: Youd be surprised, but the average person has assets totaling thirty two to thirty five thousand dollars.

utterance: I don't see where what I have is anywhere close to that.

utterance: It might help to consider your other furniture, like a couch or table, as well as any appliances you have. Youd want to be able to replace any cookware you have, like knives or everyday dishes as well as china and the like.

utterance: Ah, thats true. What else should I be thinking of?

utterance: When you say computer, do you have any other devices? I imagine you have a phone (laughter).

utterance: I am on a cell phone, yeah. I have a printer and an old iPad that I could probably include here.

utterance: Yes, good. Conisder also that you're you are going to want to include any CDs or DVDs you have. You might also have any cameras you have included in this, fitness equipment. Tools would be a part of what you should consider.

utterance: I do have some nice cameras. I wasn't even thinking of those. Maybe Id better go with the preferred after all.

utterance: A wise choice. You never know what life will throw at you.

utterance: Life is like a box of chocolates, #eh Forrest?

utterance: Ah yes. Thats what Jenny said (laughter).

utterance: Ill need your address to finalize where were go where were going to end up here.

utterance: Sure. I'm at six zero zero East State Street, Adamsville, Alabama.

utterance: Alright, let me get that entered in here. #Hm. Slow as always. Bear with me just a minute.

utterance: It's no problem. I'm not in a hurry tonight.

utterance: I really should have asked for your address first. I haven't been at this very long, I apologize. But it turns out the quote I gave you is accurate. Three hundred dollars a year for the coverage of three hundred thousand dollars.

utterance: I do have some art. My art would be covered under this, correct?

utterance: Yes. Well, you're talking about paintings or sculpture that you bought? Not something you made yourself.

utterance: Yeah, thats what I mean.

utterance: Yes, the art would be covered up to the limit of the coverage you purchase.

utterance: Alright. Youll email me a copy of this conversation?

utterance: We don't make transcripts of our phone conversations, but I can send you the documents describing the conditions of the coverage you're purchasing. It's always possible to make changes.

utterance: Yeah, why would you record our phone conversation? Not that theyre not out there listening to us anyway.

utterance: Sometimes I feel like everything weve said is being written down somewhere for someone to read later. Sort of creepy.

utterance: You mean what weve said here? Who would want to read all that?

utterance: Point well taken. If you provide me with a name and an email address, I can get this all sent off to you. Ill also need to get a credit card number from you.

utterance: Alright. My name is Fred Jones. My email is fjones at yahoo dot com.

utterance: And now the the credit card number for your purchase, and well be all set.

utterance: Great. Let me go get it.

utterance: Take your time.

utterance: Alright. Ive got it here. It's an American Express. The number is four one two four, three zero one three, two seven five six, eight one nine seven.

utterance: Very good. And the CVV?

utterance: Oh yeah. The date is January twenty twenty-four and the CVV is six seven one.

utterance: That about wraps things up, unless you have any more questions for me.

utterance: I forgot about the most important thing. How much liability is covered with this plan? My landlord wants liability coverage of a hundred thousand dollars. Thats the whole reason I called you.

utterance: Right. Well, yes, you would be covered up to one hundred thousand dollars of liability under what you just purchased.

utterance: Ok. That does it then. It's been a pleasure talking with you, James.

utterance: The pleasure was all mine. Have a great day, mister Jones.

utterance: You have a good day, too.

utterance: Goodbye then.

utterance: Goodbye.


utterance: Hello. This is Liverpool Art Gallery Janet speaking.

utterance: Hi, Janet. I'm Charles.

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

utterance: Pretty lousy, actually. I'm depressed.

utterance: I'm sorry to hear that.

utterance: Yeah, I ran my car into a wall so then I couldn't get out, it crunkled up the door. So then when I did get out, the person I was giving a ride to wasn't there. It hasn't been an overall good day.

utterance: I wish I could make that better for you.

utterance: Well, what I'm actually calling about is I wanted to know if you're going to reopen or not and I wanted to change my address.

utterance: Weve got most of the exhibit installed, so well be opening on the fifth.

utterance: Well thats good to hear.

utterance: I can change your address for you. Let me get your record up. What's your full name?

utterance: Charles Franklin Haun.

utterance: Would you spell your last name for me, please?

utterance: Yeah, a lot of people sometimes people have trouble with that. It's H. a. u. n.

utterance: And what would your phone number be, Charles?

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

utterance: And do you have your eight digit ID number? The one you were given when you got on our list?

utterance: I don't have it here. Do I need to have it? Can't you just give me a break? I'm having a lousy day. I didn't tell you I can't see my kid anymore.

utterance: I'm sorry to hear that. We have other ways to verify your identity, Charles. Ill just need your social security number and the answer to your security question.

utterance: I don't know my security question.

utterance: Oh, no, I'm sorry. Thats not something you have to know. I read you the question and then you give the answer.

utterance: Oh.

utterance: Yes, but let me have your social security number first.

utterance: My social security number just to change my address on your mailing list?

utterance: It's part of how we identify you. I'm sorry if it's inconvenient.

utterance: It's not inconevient, it's very Big Brother.

utterance: Your brother?

utterance: No, Big Brother, like Big Brother is watching you. I'm not giving out my social security number.

utterance: I do apologize. I can't update your address in our system without verifying it's actually you who wants to change it.

utterance: And I gave you that in the first place? What was I thinking?

utterance: You initiated this call. It would be different if someone were to call you up and start asking you questions.

utterance: A lot of trouble just to update an address.

utterance: Theres not any other information I can collect that would allow me to identify you properly.

utterance: I just don't feel good about it.

utterance: I know you're having a hard day. We do already have your number here on file. All I need is for you to verify it.

utterance: You can read me my social security number and I verify it?

utterance: #Uh, no, not quit. If I did that, I could be giving out your number to anyone who called in and pretended to ask for it.

utterance: I see what you mean. I still don't feel good about it, but I want to get that mailing changed.

utterance: I promise you your number is by us kept safely here.

utterance: My number is two four two, oh one, five one seven one.

utterance: Very good. And now the security question.

utterance: All that and you need a security question answer, too?

utterance: It's a simple question. What is the name of your childhood friend?

utterance: Who would I have meant by that? I didn't give you the name of a pet or something, did I? I mean you're asking me this after the day I'm having. And all I wanted to do was get down to the store and pick Penny up, and now I can't see Doug anymore.

utterance: You didn't have someone you spent time with as a child?

utterance: I used to draw with a boy named Mark. Is that what you have there?

utterance: Yes, Mark is the answer. We can change your address now.

utterance: All this hassle just to change my address.

utterance: Will it be changing right away, or are you moving soon and just updating the address now?

utterance: I move next week.

utterance: Great. Ill make a note of that. Maybe with a new place things will feel better for you. A fresh start.

utterance: It's something like that, actually.

utterance: So what is the new address you're going to be at?

utterance: It's seventy-six hundred South Range Road.

utterance: And what about the city and state?

utterance: Salem, Ohio.

utterance: And the zip?

utterance: Four four four six oh.

utterance: All right!

utterance: I'm surpised you didn't ask me what my old address was.

utterance: Ah, that wasn't necessary because of the other information you provided. I really do hope your day gets better, Charles.

utterance: It may just.

utterance: Is there anything else I can help you with while youve got me on the phone?

utterance: No, I don't think when did you say you were opening up again?

utterance: We reopen to the public on the fifth.

utterance: Fine. Ill be in then or the next day.

utterance: Great. Well look forward to seeing you then. Do have a better day.

utterance: All right. You too.

utterance: Goodbye, Charles.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. This is Amy, how may I help you, today?

utterance: Hi Amy, Macy Nolan calling. I am not sure what I need to do but my bank, they said they need me to prove that I have insurance and the papers I have aren't good enough.

utterance: Ok, I see, no problem. I can help with that. What you need is a Declaration Page.

utterance: Oh, whew! That is great, I was so worried. We just bought a new you know and I don't want anything to mess that up.

utterance: Sure, I understand. Let me see here, Macy. I just need some information from you so that I can pull up the right thing for you.

utterance: Okay.

utterance: I have your name, just just your Date of Birth please and Customer Number when you're ready.

utterance: Yeah ok, my birthday is April seventeenth nineteen ninety three.

utterance: Perfect, got it. Your Customer Number, please?

utterance: That's uh-oh I lost it. Which one is it?

utterance: No problem, on the top right hand corner of any letters you get from us, you will find it there. It's eight digits long.

utterance: Oh, okay here it is I have it now, That's one seven six seven three nine zero one, yeah.

utterance: Thank you, Macy. Give me just a second here...

utterance: Okay.

utterance: There we are. Now would you like me to print that for you or would you prefer that I fax it straight to our bank?

utterance: #Um, oh could you send it to the bank and maybe send me a copy too? Is that too much to ask?

utterance: No, no that's just fine. Let me verify that you still live at the same address on Elm Street?

utterance: Yes, eleven forty Elm, that's me.

utterance: Okay, great. Now, which bank do I need to send this to for you?

utterance: My bank is Forester Bank on, what's that, oh Lester Street!

utterance: Very good, do you have their fax number?

utterance: No, is that a problem? I could call them and ask for it, I guess.

utterance: No problem, I am sure we have it here on file.

utterance: Ok, thank you so much! I was so stressed out about this. We have the new house and a baby on the way, just so much planning and things to take care of.

utterance: Oh, hey nothing to worry about, Macy. We will have you all set here in no time.

utterance: Whew, thanks.

utterance: Oh, sure.

utterance: How long will it take for them to get it?

utterance: I am pulling up their number now and setting up the transfer. They show here that they have an email that I can scan to directly, so that should only take a moment.

utterance: Great, thank you so much.

utterance: No problem, that's what we're here for!

utterance: I am so glad we switched to you guys. That last agent was a jerk, sorry I shouldn't say that but he was. All about money if you ask me that one.

utterance: Ok, Macy. Is there anyone at the bank that you want me to set this as special attention to, someone you have been dealing with directly that would be looking for it?

utterance: Yes, yes that would be Dale something. I don't know his last name but I think he is the only Dale there. Scary dude with a bushy beard.

utterance: I will mark it for Dale, then.

utterance: Okay.

utterance: So, Macy the mail has already gone out for today, so I will set your copy aside and make sure that goes out with our batch for tomorrow. You should receive that in a few days.

utterance: What a releif! Thank you, Amy, you're awesome.

utterance: No problem! Is there anything else that I can assist you with today?

utterance: Actually, you know what? I think I have a payment due.

utterance: Let me see here, just one more second.

utterance: I thought it might be due this week?

utterance: Actually, I am showing that you made your last payment on the twelveth so you are due in about two weeks on the thirteenth.

utterance: Oh, ok, I I think I will wait then until Ron's pay comes next week I will call back with that and talk to you then,. Ron wants me to set up automatic payments but they just make me too nervous.

utterance: That's fine, you don't have to. If you ever change your mind, remember you can make that switch any time twenty-four hours a day on the Rivertown's website. You just log in with that customer number.

utterance: I might, I don't know. Maybe after things calm down a litlle bit I will. I don't know.

utterance: Is there anything else I could do for you today, Macy?

utterance: No, that's it I think. I will call you next week to pay.

utterance: We will be here! You have a wonderful day now and thank you for calling Rivertown.

utterance: Thank you, bye-bye.

utterance: Goodbye.


utterance: Hello! This is Rivertown Insurance, my name is Adam. How may I help you?

utterance: Hi Adam, I need to remove the automatic payment thing from my account.

utterance: Sure, I just need a bit of information to find you in the system here.

utterance: Okay.

utterance: What is your name, please?

utterance: William Albertson Jr.

utterance: Ok, thank you William.

utterance: Sure.

utterance: Your date of birth?

utterance: August seventh, nineteen fifty.

utterance: Perfect, thank you. One more item, do you have your customer number?

utterance: Oh, yes. Hold for a minute, I left it on the table.

utterance: Absolutely, take your time.

utterance: Ok, is it the one at the bottom or the top?

utterance: The number is located at the top right of the page, Sir.

utterance: Ok, thanks... so nine nine three, four seven six one one.

utterance: Perfect, thank you William.

utterance: Yeah, can we take that payment thing off?

utterance: Sure, I can take care of that.

utterance: Thank you, I thought I would like it but I would rather just mail in my check like before.

utterance: That's no problem, William. Would you like me to keep your credit card information in the system in case you want to call in your payment in the future?

utterance: #Um, well no I don't want to do that either. I need to see it in my checkbook, ya know? The old fashioned way is better for me.

utterance: Ok, that's no problem at all. I see you have notifications set to come to email.

utterance: Yeah.

utterance: Are the emails working for you or would you rather receive a paper bill in the mail?

utterance: #Uh, you know I know what day my payment is due. Save yourself the paper.

utterance: Alright then we will leave that the way it is.

utterance: Thank you. am I finished?

utterance: Your auto pay has been removed.

utterance: Great, that was terrifble to keep up with. Every time that payment came out, it messed up all my math and my whole budget got throwed off.

utterance: I am sorry to hear that, William. Many of our customers like it.

utterance: Well, not me.I like do to my own thinking.

utterance: I understand. Is there anything else I can take care of for you today?

utterance: Yeah, will my payment still be due on the tenth?

utterance: Yes, I show the tenth of each month.

utterance: Good.

utterance: It will be good to keep in mind that we hold all checks for ten days after we receive them to clear your bank. So, you will not see it deducted from your account right away.

utterance: Right, right then I should send it in early or I could just come to the office and pay #huh?

utterance: Of course you are always welcome to come in person and to pay early, but your account will be marked with a pending payment on the day received.

utterance: #Ah, yeah yeah but you won't mark me paid until the bank says I have the money.

utterance: Right, but there will be no late fees or anything while we hold so long as we receive the check or you come in by the tenth.

utterance: Ok, now I got ya. Well, better go get some lunch. Millie made meatloaf last night and all I want is a cold meatloaf sandwhich.

utterance: Sounds delicious! You are making me hungry.

utterance: She is the best cook, my pant size can prove it . Maybe when she bakes her famous butterscotch cookies we will being some by the office for the crew.

utterance: Aw, how kind.

utterance: Better off for me if we don't have too many of those in the house .

utterance: It has been a pleasure speaking with you today Wiiliam. Your account is up to date and in order. If there is anything else don't hesitate to call us.

utterance: Thank you young man.

utterance: Absolutley, enjoy that meatloaf and have a great weekend.

utterance: Bye-bye now.

utterance: Goodbye.


utterance: Hello! This is Rivertown Insurance, my name is Anna. How may I help you, today?

utterance: Hi, we moved and I want to tell you my new address so you have that.

intents: ChangeAddress ChangeAddress

utterance: Ok sure, we can do that no problem. Who am I speaking with today, please?

utterance: Oh, geez, yeah that would help if I gave you my name, huh? This is Alex Murphine.

utterance: Hi Alex! I beleive we have spoken before.

utterance: Yeah maybe, I don't know.

utterance: So, Alex if you could provide me with your date of birth and customer number please we will get this taken care of.

utterance: Yeah, my birth date is November twenty-third and that's nineteen sixty-eight.

utterance: Good, good. Okay.

utterance: I have my customer number right 'cuz I knew you'd be asking. It's eight four two three two two seven one.

utterance: Excellent, so let's see what we have here.

utterance: Yeah.

utterance: So, I have your address as fourteen Olive Drive apartment seventy-six in Lawrence.

utterance: Yeah, that needs to change to my new house.

utterance: Okey doke, let me get to the right screen here, there we go. What day do you need this change to be documented?

utterance: Have you already moved?

utterance: Not completely no. We will be all settled hopefully by the nineteenth if the movers do their job.

utterance: Ok, so we can make this change today no problem and I will set things to change officially on the nineteenth for you.

utterance: That sounds good, I guess.

utterance: Whenever you are ready, go ahead with the new address.

utterance: Ok, the house is at four four seven Lucas Lane.

utterance: Got it. Would that be in Fairmont?

utterance: Yes ma'am Fairmont and the zip is five five zero seven seven.

utterance: That is a house you stated, so just to clarify no more apartment number?

utterance: Right, thank God! I am so glad to be getting out of the apartment finally.

utterance: That is wonderful, I am pleased to hear that. Now, are you still going to be renting?

utterance: Yes, yes. I talked to Brian about that a couple of days ago and he said he was taking care of that.

utterance: Ok, yes. I see his note here. Did he go over the changes with you?

utterance: No he said it would take a couple of days to get everything ready or whatever.

utterance: Ok, let me catch you up real quick then since I have you on the line and he is out until Thursday.

utterance: Yup, go ahead then.

utterance: Your new payment will increase but only by fifteen dollars and that will not be due until the next billing cycle.

utterance: Ah, that's not bad.Will we be keeping our same due date too?

utterance: Yes, your due date will remain to be the fifth of each month.

utterance: Ok, good.

utterance: There is always the option of paying three, six, or twelve months also if you wanted to set that up.

utterance: #Uh maybe. I will have to talk to my wife about that one. Let's just keep it monthly for now.

utterance: Sure, no problem. Just let us know whenever you want to make that change, it only takes a few minutes to set up.

utterance: Does that make it any cheaper than paying every month?

utterance: For sure if you do the six month or yearly plan. You would save about one to two hundred annually, so definately worth considering.

utterance: Ok, thanks.

utterance: No problem, Alex. Is there anything else I could help you with today?

utterance: Nope, that covers it.

utterance: So just to finish up here. I have updated your address to the new house on Lucas Lane and that will change over for you on the nineteenth.

utterance: Sounds good! Thanks a bunch.

utterance: You're welcome, have a great weekend!

utterance: You too, and tell Brian thanks for his help the other day.

utterance: Sure, I will pass that along.

utterance: Thanks, Bye now.

utterance: Bye-bye.


utterance: Hello, thank you for caling Rivertown Insurance. My name is Rick, what can I help you with today?

utterance: I'd like to change my password, please.

utterance: Certainly. I'll need some information to verify your identity first though, alright?

utterance: Sure, I guess so.

utterance: Your name, please?

utterance: Missy Albright.

utterance: Is Missy the name exactly as it is on your policy?

utterance: Yes.

utterance: M. i. s. s. y. a. l. b. r. i. g. h. t.?

utterance: Yes.

utterance: And your date of birth please?

utterance: Novenmber tenth two thousand one.

utterance: Eleven ten two zero zero one, correct?

utterance: Yes.

utterance: Do you have your customer number?

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

utterance: That's two two six nine three eight three five?

utterance: Yes.

utterance: Okay miss Albright, may I ask you if you believe your account has been compromised?

utterance: Not that I'm aware of.

utterance: That's good news.

utterance: I just want to change it to something I can remember. The one I have now I have to look it up every time I want to use it. It's a real pain in the butt.

utterance: I see. You are aware, of course, that your password should be something that's not easily recognized? Or guessed?

utterance: Yeh, I guess so.

utterance: I'd like to make a suggestion or two if I may?

utterance: Sure, why not?

utterance: Please don't use your birthday or anyone else's who's close to you, such as a relative, boyfriend or close friend.

utterance: Okay, but why not?

utterance: That's usually the first thing hackers attempt.

utterance: Really? I didn't know that.

utterance: Also don't use addresses or phone numbers. They're the second thing hackers try and they're also easily attainable.

utterance: Wow, you learn something new every day!

utterance: Yes, I suppose so.

utterance: So how do I change it?

utterance: Well, you can change it through me on the phone, or you can change it on our website.

utterance: I didn't even know you had a website.

utterance: We do!

utterance: Then I think I'd like to change it online, I think.

utterance: Would you like me to walk you through the process?

utterance: You can do that?

utterance: Sure, just keep me on the line while you're on the computer.

utterance: Okay, let's try that, I'll be right back.

utterance: Okay, I'll hold.

utterance: Hello, are you still there? I need the website, I mean address, I mean URL.

utterance: Certainly. It's Rivertown insurance dot com.

utterance: All one word?

utterance: Yes.

utterance: Okay, give me a minute.

utterance: Certainly.

utterance: #Um, it's not working.

utterance: What do you mean?

utterance: Riverton insurance, right?

utterance: No. Rivertown, r. i. v. e. r. t. o. w. n. i. n. s. u. r. a. n. c. e.

utterance: Ohhh, I got it. Okay, it's loading. There it is.

utterance: Okay, click on account at the top right of your screen.

utterance: I see it. Okay, I clicked.

utterance: Now enter your customer number.

utterance: #Um, okay. Done.

utterance: Now you should see a few different options. One says policies, one says account information, one says.

utterance: I see them. Click on account information, right?

utterance: Right.

utterance: Okay. I think I can do this by myself. #Er but thank you for offering to help.

utterance: Certainly.

utterance: Actually you were a big help. I didn't even know you had a website, remember?

utterance: I remember. If you have any problems just give us a call back. Or you can check the FAQ's on the website.

utterance: Okay.

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

utterance: No, I think I'm set, thanks.

utterance: You're welcome. Enjoy your day.

utterance: Thanks, you too. Bye.

utterance: Bye now.


utterance: Good afternoon, thank you for caling Rivertown, your complete source for all things insurance. My name is Jenny, how can I help today?

utterance: Hello Jenny, I'd like to cancel my plan.

utterance: I can certainly help with that, may I ask why?

utterance: I got a new job and they have it.

utterance: Ok, we'll talk more about that in a minute, but first I need to identify you, okay?

utterance: Okay.

utterance: Do you have your customer number handy?

utterance: #Um, no.

utterance: That's okay. Your name is?

utterance: Renaldo.

utterance: #Uh-huh. And your last name?

utterance: Garcia.

utterance: Okay mister Garcia. Can I get your date of birth please?

utterance: #Er, eight twenty ninety-four.

utterance: Okay. I'll read all your information back to you when were done, okay?

utterance: Yeh.

utterance: And your social?

utterance: My social security number? Sure. It's five five four three six seven four two eight.

utterance: Now I'll just need you to answer your security question. The question is What's the name of your childhood best friend?

utterance: Oh wow. Not sure I remember. Try Russell. Russell White.

utterance: Fantastic. Ok, here we go Renaldo Garcia, August twentieth nineteen ninety-four, five five four three six seventy-four twenty-eight.

utterance: #Uh-huh.

utterance: Russell White, all correct?

utterance: Yes ma'am.

utterance: Yes, Russell White is the correct answer. Alrighty then, now we'll discuss your request. I'm assuming the plan you want to cancel is life insurance by what you said earlier, because you have a few policies with us. Am I right?

utterance: Yes ma'am, life insurance. My work's human resource department suggested if we already have certain insurance coverages, like health, disability and life, it might be a good idea to cancel them because they, my work, has excellent coverage.

utterance: The other policies you have with us are home and automobile it says here.

utterance: Yes.

utterance: Were you aware that if you have three or more plans with us, we bundle them, thereby reducing your cost on all three?

utterance: No ma'am.

utterance: Do you have a pet?

utterance: No.

utterance: Well, if we cancel the life insurance, you won't have three plans anymore and your rates will increase. Since you don't have a pet, we can't add that and we don't have any other policies you could add.

utterance: Oh. How much will they increase?

utterance: I'm not sure offhand. #Um I can find out and get back to you, would you like me to do that?

utterance: Yes please.

utterance: I'll need your policy numbers.

utterance: I don't have those in front of me right now, can I call you back with them?

utterance: Absolutely. Do you know the particulars of your work's life insurance plan? Like, will you be able to borrow against it? Can you transfer it? What conditions of death it does and doesn't cover? What's the.

utterance: Excuse me but does and doesn't cover?

utterance: Yes.

utterance: What's that mean?

utterance: Well, an example is most life insurances won't cover suicide.

utterance: What else?

utterance: Most won't cover a death within a certain amount of time from when the insurance was purchased.

utterance: What do you mean?

utterance: Like if your insurance is purchased today and you died next week, your death wouldn't be overed and your beneficiary wouldn't be able to collect.

utterance: Really? What's the time frame?

utterance: That's what you need to find out from your work.

utterance: I see.

utterance: I'm going to give you a list of things to ask them, but first I'll need your policy numbers to be able to determine your new costs after you cancel your policy with us. I'll hold if you can go look for them now.

utterance: Ok, I'll go do that. Hold on.

utterance: Absolutely.

utterance: Hello? I'm back, are you there?

utterance: Yes, I'm here.

utterance: Life insurance is number a. eight five five e. o. three six.

utterance: Is that a. eight five five e. zero three six?

utterance: Yes.

utterance: Okay, and home?

utterance: number c. three two three g. one o., I mean zero seven.

utterance: c. three two three g. one zero seven, correct?

utterance: Yes and auto is number f. one one six h. four seven nine.

utterance: F. one one six h. four seven nine.

utterance: Yes.

utterance: Ok mister Garcia, I will have to get back to you with those figures, but first here is a list of questions you should ask your human resources department about their life insurance, ok?

utterance: Okay.

utterance: First is the policy amount. How much is the cap and is it prorated.

utterance: Prorated? #Er, what's that mean?

utterance: Well, it means if you die, say, three years before the cap's been met, will your beneficiary only receive a percentage of the cap. So say your cap is one hundred thousand dollars.

utterance: #Uh-huh.

utterance: and you've paid into the policy long enough to meet eighty percent of the cap.

utterance: What do you mean paid into the policy long enough to meet eighty percent of the cap?

utterance: Okay, let's say each payment that's made on your insurance is worth one hundred dollars of insurance. Some policies are worth what you purchased them for, the entire one hundred thousand dollars, after the first payment's been made. And your beneficiary will receive that entire amount no matter when you die and no matter how much you've paid into them.

utterance: #Uh-huh.

utterance: But some policies accumulate worth, up to the purchased amount, based on how many payments you've made, how much you've paid into them. So again, let's say each payment is worth one hundred dollars of insurance, and there's been fifty payments so when you die, the policy would only be worth five thousand dolars instaed of one hundred thousand. Do you understand so far?

utterance: I think so.

utterance: The pro of those policies I described second is that usually, once you've made enough payments to have reached the cap, you can borrow against the policy, up to the amount you've paid after the cap's been met. Does that make sense?

utterance: #Um, no.

utterance: #Uh, let's see if I can be more clear. Pretend you've made payments every month for five years. Your insurance is now worth one hundred eighty two thousand five hundred dollars. But you bought the policy for one hundred thousand dollars. So there's an excess, above your cap, of eighty-two thousand, five hundred dollars. You'd be able to borrow money against your policy up to that excess amount of eighty-two thousand five hundred dollars.

utterance: Oh, okay, I think I get it now. So the second type is better?

utterance: Not necessarily. Which type is better would be dependent on your age, your health, a lot of factors. And some insurance companies don't offer you a choice. That's why you need to find out more information about your work's insurance, does that make sense?

utterance: Yeh, it does. But why wouldn't they tell us this?

utterance: They probably do, it would be in your insurance literature they give in your human resources welcome packet. You did get one of those, didn't you?

utterance: Yeh, but who reads those?

utterance: Well, you should, for one .

utterance: Yeh, I guess you're right. What else?

utterance: Okay, you'll want to ask if they have a choice on insurances, when the cap is met, when the insurance goes into effect, when it can be collected on, how much can be.

utterance: Can you slow it down a little? I'm writing this down.

utterance: Absolutely. Let's see how much can be collected, will you be able to borrow against it, can you transfer your existing insurance.

utterance: #Uh-huh.

utterance: what types of death it does and doesn't cover, and how much insurance is each payment worth. Oh! And how much is the payment per month.

utterance: Okay, gotcha. Anything else?

utterance: I don't think so but did you want to go ahead and cancel your existing insurance with us now, or wait until you find out more about your work's insurance?

utterance: I think I should probably wait, what do you think?

utterance: I think that's a wise choice.

utterance: Then you'll be hearing back from me after I speak to my work.

utterance: Sounds good, mister Garcia. I hope I was of some help for you today.

utterance: Were you ever! Thank you and enjoy the rest of your day.

utterance: Thank you, and you as well. Good-bye.