utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes my name is Carol Brown and I've been a customer with you guys for about six years but I'm afraid someone has my information so I need to change my security question.

utterance: Hi Carol. I can definitely understand wanting to keep your account secure. I can definitely help.

utterance: Great.

utterance: Do you know your customer ID?

utterance: Let me see if I can find it.

utterance: No problem. Take your time.

utterance: Is it on my bill somewhere?

utterance: Yes it should be in the upper left hand corner.

utterance: Oh I see it. It's one two three four five six seven eight.

utterance: Great. Thank you. For security purposes can you tell me your date of birth?

utterance: Yes it's January ninth nineteen seventy four.

utterance: Thank you for that. To begin with can you verify your current security question?

utterance: It should be my mother's maiden name.

utterance: That's correct. And what is the answer?

utterance: Green.

utterance: Perfect. What would you like the new security question to be?

utterance: How about my favorite pet's name?

utterance: That would work.

utterance: Okay.

utterance: What would you like the answer to be?

utterance: Let's put Fluffy as the answer.

utterance: Okay so to confirm we have changed your security question to favorite pet's name with a new answer of Fluffy.

utterance: Yes that's right.

utterance: Okay great. Was there anything else I could answer for you today?

utterance: Yes is there another way to change these other than calling in?

utterance: Yes there is. You can always change them in your profile settings online.

utterance: Where is that at?

utterance: Are you currently logged in to your online account?

utterance: No but hang on and I can get logged in.

utterance: Okay.

utterance: Okay I'm there.

utterance: Great. In the upper right hand corner you should see a dropdown menu.

utterance: Yes.

utterance: Once you hover over that profile settings should be in about the middle of the menu.

utterance: Oh. I see it! That makes sense.

utterance: Yes ma'am. What else can I answer for you today?

utterance: Well while I have you can you tell me when my bill is due?

utterance: Of course! What policy would you like the bill information on?

utterance: I think my auto policy is next.

utterance: Yes ma'am. It looks like your auto policy bill is due on July thirtieth in the amount of two hundred thirty dollars.

utterance: Okay great.

utterance: Would you like to go ahead and make the payment?

utterance: No, not at this moment.

utterance: Okay. Was there anything else I could do for you?

utterance: No. I think that's all for today.

utterance: There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?

utterance: Sure!

utterance: Perfect. It will begin as soon as I disconnect the call.

utterance: Okay. So just hold on the line?

utterance: Yes ma'am.

utterance: I understand.

utterance: Have a good day. Goodbye.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Hey I mailed my check a few days ago to pay you guys and I don't see where it has hit my account. Can you tell me if you see it on your end?

utterance: I'd be happy to look into that for you.

utterance: Great.

utterance: What's your first and last name?

utterance: It's Mary Jones.

utterance: Thank you, Mary. Do you know your customer ID?

utterance: I don't. I'm sorry.

utterance: That's okay. We can look you up a different way.

utterance: Good.

utterance: What's your full social and date of birth?

utterance: The social is four two four three two seven six nine two.

utterance: Mm-hmm.

utterance: The date of birth is April third nineteen fifty three.

utterance: Great. Thanks for that information. Can you tell me the phone number associated with the account?

utterance: Yes it's either two five one three six three four nine eight four or three six three four nine eight two.

utterance: Okay we have the one ending in four nine eight four. Is that still the best number?

utterance: Yes.

utterance: Great and for security purposes can you tell me your mother's maiden name?

utterance: It's Johnson.

utterance: Thank you for that. I've got you pulled up here.

utterance: Okay.

utterance: What day did you say you mailed the check?

utterance: It was like three days ago.

utterance: So Monday?

utterance: Yes.

utterance: Okay I don't see where anything has been posted to the account or anything that's pending.

utterance: Well where could it be?

utterance: It's possible that it just hasn't made it here yet. Normally we ask that you give us five to seven business days to process the payment if you mail it in.

utterance: Oh okay. So I shouldn't worry just yet.

utterance: No ma'am I wouldn't. It's very possible it's just not made it here.

utterance: Okay can I pay this online? I've never tried.

utterance: You sure can we usually recommend it that way because it's more secure than mailing a check.

utterance: Well how do I do it?

utterance: Are you logged in right now?

utterance: No hang on and let me get logged in.

utterance: Take your time.

utterance: Okay I'm here.

utterance: Great in the center of the navigation bar you should see the option to pay bill.

utterance: Oh there it is.

utterance: Yes then you'll select that and

utterance: Just enter in all of my info?

utterance: Yes exactly.

utterance: That seems so easy.

utterance: Yes it is!

utterance: I'll do that from now on.

utterance: Great. Was there anything else we could do for you today?

utterance: No I think that was everything today.

utterance: Okay. There will be a brief survey after the call that will rate your experience today. Would you like to participate?

utterance: Sure!

utterance: Okay once the call disconnects just hold on the line. The survey will start then.

utterance: Okay.

utterance: Thank you for calling. Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yeah I was thinking about upgrading my plan and wanted to talk to someone to see what kind of options I have.

utterance: Okay. I'd be more than happy to assist you with that today.

utterance: Great.

utterance: May I have your first and last name?

utterance: Yes It's Mary Smith.

utterance: Thank you, Mary. Do you know your customer ID?

utterance: Is it on my bill?

utterance: Yes ma'am it should be.

utterance: Okay. Let me get it real quick.

utterance: Take your time.

utterance: Okay what number is it on this here bill?

utterance: It's going to be eight digits and it will start with the number one.

utterance: Okay here it is one two three four five six seven eight.

utterance: Thank you. For security purposes can you verify your date of birth?

utterance: It's January eleventh nineteen sixty.

utterance: Thank you for that.

utterance: You're welcome.

utterance: So you were looking to upgrade your plan? Is that correct?

utterance: Yes.

utterance: Which policy were you looking to upgrade?

utterance: My auto policy.

utterance: Okay. Do you know which plan you want to upgrade to?

utterance: Well what do you recommend?

utterance: It all depends on your needs. What kind of coverage are you looking for? I see you're on the Basic Auto plan now.

utterance: I want something with a lower deductible and rental coverage if I get in an accident.

utterance: Okay the best plan for that would be our Complete Auto plan. It would give you those features.

utterance: What's the deductible on it?

utterance: The deductible on the Complete Auto plan is only two hundred fifty for comprehensive and collision coverages.

utterance: Oh yes. That's much better. And it includes rental coverage?

utterance: Yes forty dollars a day up to two weeks.

utterance: And how much more is that?

utterance: It would be one thousand more a year than the Basic Auto plan.

utterance: That's fine. I'd rather pay more for more coverage.

utterance: I definitely understand. Would like to go ahead and make that upgrade?

utterance: Yes let's do it.

utterance: Perfect. We still have cat lover thirty two at gmail dot com as your email. Is that still correct?

utterance: That's correct.

utterance: Okay I've gone ahead and sent you all of the new plan information so you can take a look at it.

utterance: To finalize the change I would just need a payment of three hundred dollars for the prorated coverage.

utterance: Okay. Can I pay with my bank account information?

utterance: Yes. You can. I'll need the routing and account number.

utterance: Okay my routing number is two six three two eight one six nine five.

utterance: Okay.

utterance: And my account number is two six one one two two three.

utterance: Perfect. So to confirm we're going to make a one time payment of three hundred dollars to the account ending in two two three?

utterance: Yes.

utterance: Is this a checking account?

utterance: Yes.

utterance: Alright I've gone ahead and submitted that payment and upgraded your plan. Congratulations.

utterance: Thank you.

utterance: What else can I do for you today?

utterance: That's all for today I think.

utterance: Perfect. There will be a brief survey after the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay great. The survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes. I think I've been a victim of identity theft so I need to change my security question for you guys so I can keep my stuff safe.

utterance: Oh no! I'm sorry to hear that. Identity theft can be hard to recover from.

utterance: It's been a nightmare so far.

utterance: I'm so sorry. Let's see if we can make it a little easier.

utterance: That sounds great.

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

utterance: Yes it's Shelby Saunders.

utterance: Thank you, Shelby. Do you know your customer ID?

utterance: Let me get it I have it written down on a piece of paper in my purse.

utterance: Take your time.

utterance: Okay I have it. Are you ready.

utterance: Go for it.

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

utterance: Great. And can you verify your date of birth for me?

utterance: It's February eighth of nineteen sixty.

utterance: Thank you for that.

utterance: You're welcome.

utterance: We have the security question listed as your mother's maiden name. Does that sound correct?

utterance: Yes and the answer should be Green. I need to change that.

utterance: Yes that is what we have. What would you like to change it to?

utterance: I honestly don't know.

utterance: A lot of customers use their favorite pet's name or their high school mascot. Things like that you know?

utterance: Yeah. I'm just trying to think of something unique because of the information that was stolen.

utterance: I understand. Some of the more secure security questions are ones like favorite place to visit or first restaurant I ever went to.

utterance: Oh really?

utterance: Yes. those that have to do more with like memories tend to be harder to guess the answers to.

utterance: Okay let's go with where I went on my first date.

utterance: Okay and what answer would you like to put on there?

utterance: Burger King.

utterance: Sounds like a very fancy first date. .

utterance: Well it was to a teenager!

utterance: Yeah I guess so. I'm sure no one would guess that.

utterance: No not at all that's why I chose it.

utterance: We have your email on file as shelby says nineteen sixty at hotmail dot com. Is that still a good email?

utterance: No I had to change it due to the theft.

utterance: What is your new email?

utterance: It's shelby underscore saunders at gmail dot com.

utterance: Got it. I've gone ahead and updated that and sent a confirmation message of the changes we made today.

utterance: Okay good.

utterance: What else can I do for you today?

utterance: Can you tell me when my next bill is due?

utterance: Yes ma'am. It's due on the tenth of August.

utterance: Okay so I still have a while.

utterance: Yes ma'am. What else can I answer for you today?

utterance: I think that's all for today.

utterance: Great. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?

utterance: Yes.

utterance: Perfect. Just hold on the line after I disconnect and the survey will start.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yeah. I think I've accidentally locked myself out of my online account. It's been giving me an error message.

utterance: Okay I'll be happy to help with that. May I have your first and last name?

utterance: Yes it's Olivia Washington.

utterance: Thank you Olivia. We will probably just need to reset your password in order to clear that error message.

utterance: Okay.

utterance: Do you know your customer number?

utterance: I don't actually. I'm sorry.

utterance: That's okay. We can look you up a different way.

utterance: Okay. What do you need from me?

utterance: What is your social and date of birth?

utterance: My social security number is one two three four five six seven eight nine and my date of birth is January third nineteen ninety one.

utterance: Thank you for that, and do you have the phone number associated with the account?

utterance: Oh. Yes it should be two five one three six three four five six seven.

utterance: Perfect. And finally, for security purposes, can you verify your mother's maiden name?

utterance: It's Rogers.

utterance: Great. So in order to reset your password I'll just need to email you a reset link.

utterance: Okay.

utterance: Is your email still Olivia underscore rocks at hotmail dot com.

utterance: Oh no. It needs to be changed to Olivia dot Washington twenty nine at gmail dot com.

utterance: Okay. I've got that updated for you. Do you have access to that email right now?

utterance: Yes.

utterance: Okay go ahead and get logged in. I've sent you a reset link to the email address you gave me.

utterance: Okay. One second.

utterance: Take your time.

utterance: Okay I see it here. Do I just click the link?

utterance: Yes just select that link. It should open a window that has an option to select a new password.

utterance: Okay I see it.

utterance: Remember that your new password has to contain a capital letter, a number and at least one symbol.

utterance: Okay.

utterance: Were you able to get it changed?

utterance: Yes.

utterance: Great now go back to the home page and try to log in.

utterance: Okay.

utterance: Let me know if that works for you.

utterance: It looks like it worked. I'm able to get into my account now.

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

utterance: Yeah where do I go on here to pay my bill?

utterance: To pay your bill you will go to the top left hand corner and select policy options.

utterance: Okay so top left.

utterance: Yes.

utterance: Oh I see here. Policy options.

utterance: Yes and under than you should see pay bill.

utterance: Oh there it is. Thank you so much.

utterance: You're very welcome. What else can I answer for you today?

utterance: That's it for today I think.

utterance: Alright then. There will be a brief survey after the call to rate your experience today. Would you be interested in participating?

utterance: Sure.

utterance: Perfect. The survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day, Olivia. Goodbye.

utterance: Bye.


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

utterance: Yeah I need to go ahead and set up my plan to be cancelled. I've found a better company to cover me.

utterance: I'm sorry to hear that you're leaving us but I can process that cancellation for you.

utterance: Great.

utterance: What is your first and last name?

utterance: It's Rhonda Brown.

utterance: Thank you Rhonda, do you know your customer ID?

utterance: No.

utterance: That's okay I can look you up a different way.

utterance: Fine.

utterance: What is your social and date of birth?

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

utterance: Mm-hmm.

utterance: Date of birth is oh one one two one nine seven two.

utterance: Thank you for that. Can you tell me the phone number associated with the account?

utterance: You are asking too many questions why is it so hard to just get help from you guys.

utterance: I apologize ma'am. It's just so we can get your information pulled up in the system since you didn't have your customer ID.

utterance: Fine. What did you need again?

utterance: The phone number on the account.

utterance: Two five one three six three four two three two.

utterance: And the last question is for you to verify your mother's maiden name for security purposes.

utterance: Jones.

utterance: Great. Do you mind if I ask why you're wanting to cancel today?

utterance: You guys are too expensive and you ask too many questions.

utterance: I'm sorry to hear you think we're too expensive. Have you thought about changing your plan so it would be a lower premium?

utterance: Why would I do that. I found a company that gives me better coverage for a cheaper price.

utterance: I understand ma'am.

utterance: Great so just do your job and cancel the plan.

utterance: I apologize for the inconvenience.

utterance: Fine.

utterance: When would you like the cancellation to be effective?

utterance: My new policy starts on the first so that's when this one needs to be gone.

utterance: Okay so to confirm we are marking the account for cancellation on the first of August.

utterance: Right.

utterance: Is your email still rhonda underscore brown at gmail dot com?

utterance: Yes.

utterance: Okay I will send a confirmation to that email that the account has been marked for closure.

utterance: Great. Will I get any kind of refund? I've already paid my premium this month.

utterance: No ma'am. Because you are covered until the end of the month there wouldn't be any prorated refund.

utterance: You guys are just criminals all you care about is money. I'm so glad to be getting away from you.

utterance: I'm sorry your feel that way ma'am. That's not how we want to be perceived. If you wanted to mark it for cancellation earlier you would receive a prorated refund.

utterance: And then what? Just go without coverage. No thank you.

utterance: Okay.

utterance: Is it done?

utterance: Yes I have sent a confirmation email to the address you have on file with us.

utterance: Well you hang on and let me make sure I got it just so I know you didn't screw anything up.

utterance: Okay ma'am.

utterance: I got it.

utterance: Was there anything else I could do for you?

utterance: No.

utterance: Have a great day.

utterance: Whatever.

utterance: Goodbye.

utterance: Bye.


utterance: Good morning Rivertown Insurance.

utterance: Hi, I need to speak to someone about my bill.

utterance: Sure, I can help you with that. May I get your first and last name and policy number, and we can take a look at your account.

utterance: Okay. My name is Susan Jones, and my policy number is oh where do you put that thing? I'm looking at my bill.

utterance: Hi Susan. My name is Jane. If you look at the top right hand corner there will be an eight digit number. Its under a barcode.

utterance: Yeah, Okay, got it. My policy number is four four six three nine eight, no wait that's a six, so four four six three nine six two four.

utterance: Okay, I'll repeat that. Four four six three nine six two four.

utterance: Yep, that's it.

utterance: Just one moment while I pull up your account.

utterance: Sure.

utterance: Thank you for waiting Susan, I have your account up. What can I help you with?

utterance: Well, I've been billed twice this month, I think.

utterance: Ok, I'll check the last few billings. Does the payment come directly from your bank account? Or does it charge to your credit card?

utterance: It pulls from my bank account. I get a notice every time, and this month I was charged twice. See, on the second of the month, like normal, but I was charged again on the seventeenth.

utterance: That is unusual, I do see both of those charges coming out, that's really strange. Let me look a little deeper.

utterance: Okay, thanks.

utterance: I see what might have happened. You recently moved? From Wilson street to Marshal street. Is that correct?

utterance: Yeah, I moved on the fifteenth. I called in and changed the address, how would that affect my billing though?

utterance: Well, what I think happened, is that when you changed your address, it in effect cancelled the account, then when we entered in the new address, It started a new account.

utterance: No way? Why would it do that? Just for changing an address? Thats kinda weird.

utterance: I do apologize, It was an error on our end. When you changed your address, it was clicked as cancelled, not as a change of address.

utterance: That's not very good, you should make that a little harder to do, not just click and poof I'm cancelled, when all I did was change my address.

utterance: I agree, and I will bring this up to my manager and make sure we have this discussed with our phone representatives. I'm really sorry this happened. I'm glad you caught it so quickly.

utterance: Well, it was a shock when the second payment came out so I called right away.

utterance: I would have too!

utterance: Ok, well, now we know what went wrong, how do we fix it?

utterance: We have a couple of options. I can have the funds refunded, or put in a credit on your account for next months billing. Would either of those options work for you?

utterance: Yeah, let me think for a second. Do I want the money back, just to give it to you in three weeks. Or let you keep it for next months billing.

utterance: That's correct, refunded or put in as a credit on the account.

utterance: How long does it take to get the money refunded?

utterance: I would put in for the refund right now, but it would take three to four days to show back up in your account.

utterance: So that's almost another week, and then in a couple of weeks I'd just owe it to you again.

utterance: Yes, unfortunately it takes that long to wind though the banking system.

utterance: Yeah, I understand. Okay, I guess it makes the most sense to just have that second payment sit there as a credit for next month.

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

utterance: Good thing I didn't need that money for something. Or you didn't have me in an over drawn situation, I'd really be mad then.

utterance: I understand, and I can appreciate your frustration. Let me speak with my manager and check on something. Can you hold a minute?

utterance: Sure, no problem.

utterance: Thanks for holding Susan, I spoke with my manager, she's authorized at twenty five dollar additional credit, for the inconvenience we've caused you.

utterance: wow, that's great! Okay, that makes me a lot happier.

utterance: It was our fault, and this will be brought up in our weekly meeting. I appreciate you're being so understanding.

utterance: I'm just glad we figured out what happened, and you've been very helpful, thank you

utterance: It's my pleasure Susan. So next months payment is taken care of with the credit, and you will have the additional twenty five dollars toward the following months payment. Does that make sense?

utterance: Perfect sense, I'm happy with that.

utterance: I'm so glad, I'll send you an email that shows this months payment in full, along with the credit. It will be on the new policy number going forward, since the old one was cancelled.

utterance: Yeah, that's ok.

utterance: You'll receive a receipt for next month, which will show paid in full. Then the following month, reduce your payment by twenty five dollars and we'll be all straightened out again.

utterance: Yep, that works. Good. Okay then, glad that's resolved. Thanks for your help.

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

utterance: Nope, I'm good to go. Thanks Jane. Top marks for customer service. Have a great rest of the day.

utterance: You too Susan. You should see the emails showing payments and balances in the next few minutes.

utterance: Great! Take care. Bye bye.

utterance: Bye Susan.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hey! My name is Kara Turner and I have a few policies with you guys. I just recently moved and so I want to update you guys with my new address.

utterance: I can definitely help with that Kara. May I have your customer number?

utterance: I don't have that with me. Can I give you something else?

utterance: Yes. I can verify you a different way. Can you provide me with your social and date of birth?

utterance: Yes. My social is one two three four five six seven eight nine and my date of birth is July second nineteen ninety two.

utterance: Great. Now I'll need your phone number associated with the account.

utterance: That should be eight five zero two nine six zero one eight six.

utterance: Thank you and for security purposes can you verify your favorite pet's name?

utterance: Yes it's Rupert.

utterance: Great. can you tell me what the old address is just to make sure it's accurate?

utterance: It should be three two two pine terrace court Century Florida three two five three five.

utterance: Thank you. That looks like what we have here. What is the new address?

utterance: Okay so the new address is going to be three four four.

utterance: Mm-hmm.

utterance: Pine Grove Road. That's p. i. n. e. g. r. o. v. e.

utterance: Thank you. What city and state?

utterance: The same so it's Century Florida three two five three five.

utterance: Is that s. e. n. t. r. y?

utterance: No it's c. e. n. t. u. r. y.

utterance: Okay thank you for that.

utterance: You're welcome.

utterance: When would you like that to be effective?

utterance: Starting today is fine.

utterance: Okay great. just to confirm we have updated your address to three three four Pine Grove Century Florida three two five three five.

utterance: No. It should be three four four. Not three three four.

utterance: My apologies. I've made that change.

utterance: Can I get a copy of that sent to me since you messed it up the first time.

utterance: Yes. We have your email as k turner forty five at hotmail dot com. Is that still accurate?

utterance: No. I need you to send it to k turner forty five at gmail dot com.

utterance: Okay. I have your email updated as well as your address.

utterance: Great is there any way to do this other than calling in? This lease is only short term so I will need to change it again.

utterance: Yes. You can change your address and email preferences online by logging in to your account.

utterance: Okay so I'm on the site. Where do I go to change it?

utterance: On your homepage you should see the option on the left that says profile settings.

utterance: I see that.

utterance: Okay so you will click on that and select edit.

utterance: Where is edit?

utterance: It should be on the right hand side above save changes.

utterance: Oh! I see it now.

utterance: Great.

utterance: And I just click this and select what I want to change?

utterance: That's correct. It's a pretty easy process once you're in there.

utterance: Okay awesome.

utterance: Was there anything else I could help with today?

utterance: No that's all.

utterance: Great! There will be a brief survey after I disconnect if you'd like to fill out a questionairre about your experience today.

utterance: Okay. I will do that.

utterance: Thank you for calling. Have a nice day. Goodbye.

utterance: Goodbye.


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

utterance: Yeah I have been shopping for car insurance and had saw an ad for you guys and thought I'd see if you could beat the other rates I've got.

utterance: Sure. I'd be glad to help you with an auto quote. Do you have any policies with us already?

utterance: No I don't.

utterance: That's not a problem. May I have your first and last name?

utterance: My first and last name? Is that what you said? I have poor reception here.

utterance: Yes. Your first and last name.

utterance: It's Sandra Saunders.

utterance: Thank you, Sandra.

utterance: You're welcome.

utterance: To get started with the quote I'll just need to collect some basic information about you and the vehicle you want to insure.

utterance: That's fine.

utterance: What is your date of birth?

utterance: It's November second nineteen seventy eight.

utterance: Great and can you tell me what state the vehicle will be used in?

utterance: Florida.

utterance: And what is the year, make, and model of the vehicle you're wanting to quote.

utterance: It's a two thousand eighteen

utterance: Mm-hmm.

utterance: Toyota Corolla.

utterance: How many miles are on the Corolla?

utterance: Hang on and let me go check.

utterance: Okay. Take your time.

utterance: It has forty six thousand three hundred and twenty two miles on.

utterance: Okay. That's pretty low mileage for a two thousand eighteen.

utterance: Yeah. I don't really drive around that much.

utterance: I understand. I hate traffic.

utterance: Yeah if I don't have to go anywhere I just stay at home.

utterance: I'm the same way. give me a second here to enter all this information and I will have you some numbers.

utterance: Okay.

utterance: So we have three options for you today

utterance: Okay.

utterance: We have the Basic Auto, the Preferred Auto, and the Complete Auto packages available to you.

utterance: What's the difference?

utterance: The Basic Auto has a one thousand dollar deductible for comprehensive and collision and does not cover emergency roadside or rental car reimbursement

utterance: Okay and the preferred?

utterance: It has a deductible of five hundred dollars for comp and collision and it has emergency roadside

utterance: Mm-hmm.

utterance: And the Complete has a two hundred fifty dollar deductible for comp and collision, emergency roadside and rental reimbursement.

utterance: What's the price difference between the middle and the higher one?

utterance: The Preferred plan is fifteen hundred per year and the complete plan is two thousand per year.

utterance: That's not too bad.

utterance: Not at all. How did we compare to the other rates you were looking at?

utterance: You guys are a little lower than most.

utterance: Great to hear! Would you like to take advantage of one of our plans today?

utterance: I would actually, but I don't have time at the moment can you have someone call me in a couple of hours?

utterance: I sure can. What's a good number to reach you at?

utterance: Eight five zero two three two four seven six two.

utterance: Okay so to confirm, I am going to have a licensed agent call you in two hours at the phone number ending in four seven six two.

utterance: Yes.

utterance: Perfect. Was there anything else I could for you today?

utterance: No that's it.

utterance: Great. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay the survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yeah I need to update my address with you guys and pay my bill.

intents: ChangeAddress PayBill

utterance: I'd be happy to help with that. May I have your first and last name?

utterance: Yeah it's Mary Flannigan.

utterance: Thank you, Mary. Can you spell that last name for me?

utterance: Yeah it's a mouthful. It's f. l. a. n. n. i. g. a. n.

utterance: Yeah I just wanted to make sure I had it right.

utterance: No worries.

utterance: Do you happen to have your customer ID handy?

utterance: yes actually. Let me get it. One second.

utterance: Take your time.

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

utterance: Thank you for that.

utterance: You're welcome.

utterance: For security purposes, can you tell me your date of birth?

utterance: It's October fourteenth nineteen ninety one.

utterance: Thank you for that. So we wanted to update the address and pay a bill, correct?

utterance: Yes.

utterance: What is the old address?

utterance: It's one one three two Forest drive Los Angeles California nine oh two one oh.

utterance: Great. That matches what we have here. What would you like to update it to?

utterance: My new one is three three four Pineview Road Flomaton Alabama three six six four one.

utterance: Wow. That's quite a move!

utterance: Yeah all the way across the country. It was a long trip.

utterance: I can't imagine.

utterance: And a culture shock.

utterance: So just to confirm I've got that address updated to three three four Pine view, two words, road Flomaton Alabama.

utterance: No it's actually one word, p. i. n. e. v. i. e. w.

utterance: Sorry about that.

utterance: No worries.

utterance: Okay. I've got that corrected for us. Now you said you wanted to pay a bill as well?

utterance: Yes, please.

utterance: What policy would you like to make a payment on today?

utterance: My auto insurance.

utterance: Okay. I'm showing a balance of three hundred sixty four dollars due tomorrow. Is that how much you'd like to pay?

utterance: Yes.

utterance: And how will you be paying today?

utterance: Credit card.

utterance: Okay. I'll just need that sixteen digit card number, security code, and expiration date.

utterance: Hang on let me get it out of my wallet.

utterance: No problem.

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

utterance: Mm-hmm.

utterance: Security code is three four five and expiration is twelve of twenty four.

utterance: Perfect. Thank you.

utterance: You're welcome.

utterance: So to confirm we are making a one time payment of three hundred sixty four dollars on the card ending in one two three four.

utterance: Yes.

utterance: Alright I've made that payment for you. Is your email still Mary underscore Flannigan at gmail dot com?

utterance: Yes.

utterance: I've gone ahead and sent the receipt to your email as well.

utterance: Great. Thank you.

utterance: No problem at all. Was there anything else I could do for you?

utterance: No, I think that's it.

utterance: Great. Enjoy the rest of your day.

utterance: You too.

utterance: Bye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes. I need to do something about lowering my premiumiss I recently lost my job and just can't afford the payments anymore. I don't want to change companies. I've been with you guys for years.

utterance: I'm sorry to hear you lost your job. Let's see what we can do.

utterance: Okay. Thank you.

utterance: May I have your first and last name?

utterance: It's Maria Sanchez.

utterance: Thank you, Maria. Do you happen to have your customer number?

utterance: I think so. Let me check my purse.

utterance: Okay. Take your time.

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

utterance: Perfect, and can you verify your date of birth please?

utterance: It's seven twenty six nineteen eighty nine.

utterance: Thank you, Maria. I have you pulled up here. Which policy were you looking at reducing the payment on? Life or Auto?

utterance: the auto policy. I don't want to change my life insurance.

utterance: Okay. It looks like you're on the Complete plan. Does that sound correct?

utterance: Yes it was the highest one.

utterance: Okay. We do have two options with lower payments how much lower did you need to go?

utterance: Well I don't want to lose too much coverage.

utterance: If you're looking to lower the price I would recommend just going one lower to the Preferred plan.

utterance: How much different is that one?

utterance: It lowers your premium by around sixty dollars per month or five hundred per year.

utterance: And what do I lose in coverage?

utterance: Well going from the Complete to the Preferred your comp and collision deductibles go up to seven hundred fifty from two hundred fifty.

utterance: Okay.

utterance: And you lose the emergency roadside assistance.

utterance: That's okay I haven't used that anyway.

utterance: Yeah unless you travel a lot, we find a lot of people remove that option.

utterance: I don't travel anywhere . Just to and from work.

utterance: I definitely understand that .

utterance: Is there any other plan that's lower?

utterance: Yes. We also have the Basic plan that's one hundred twenty less per month, but it's a significan't loss of coverage.

utterance: that's a lot less. What does it cover?

utterance: Your deductible goes up to one thousand and you no longer have rental car or emergency roadside.

utterance: Oh Okay. That's a big difference.

utterance: Yes. If you're not looking to lose that much coverage I would still recommend the Preferred.

utterance: As much as I hate to do it. I have to go with the first one I just can't afford the other.

utterance: The Basic? I completely understand.

utterance: Yes that one.

utterance: Okay to confirm you want to change your plan from the Complete to the Basic. Is that correct?

utterance: Yes.

utterance: Okay I will go ahead and change that for you.

utterance: Okay. When will I see that in my bill?

utterance: You should see a prorated payment change once it processes.

utterance: Okay. When will that be?

utterance: It usually only takes one to two business days.

utterance: Oh. Okay. Great.

utterance: We have grace kelly lover at hotmail dot com on file for you. Is that still correct?

utterance: Yes that's right.

utterance: Okay. I have made the requested changes and I have sent you an email confirmation.

utterance: Thank you.

utterance: No problem! Was there anything else I could do for you today?

utterance: No that's all!

utterance: Great. There will be a brief survey after the call if you don't mind filling that out about your service.

utterance: I will.

utterance: Perfect. Enjoy your day. Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Hey I currently have life and health insurance with you guys and I recently got a quote for auto insurance that I would like to go ahead and enroll in.

utterance: Perfect! I'm glad you're taking advantage of our auto policies as well.

utterance: Absolutely, you guys have been great.

utterance: I'm glad to hear that. Let's start with your first and last name.

utterance: It's Mary Smith.

utterance: Thanks for that, Mary. Do you know your customer ID?

utterance: Let's see if I can find that.

utterance: Take your time.

utterance: Would it be on like any of my other bills?

utterance: Yes it should be on any policy bill that you have from us.

utterance: Okay. Where at on the bill?

utterance: It should be in the upper left corner on the life bill and the health bill should have it in the bottom right corner.

utterance: Is it the eight digit number?

utterance: Yes.

utterance: There it is. Sorry that took so long.

utterance: It's okay.

utterance: Alright it's one two three four five six seven eight.

utterance: Great, and for security purposes can you verify your date of birth for me?

utterance: It's June first nineteen eighty four.

utterance: Perfect. So give me one second to pull up your quote history and I'll be able to finalize that enrollment.

utterance: No problem.

utterance: Alright so it looks like you were quoted for the Preferred Auto plan is that correct?

utterance: Yes.

utterance: And we still want to go with that package?

utterance: Yes.

utterance: Great, so it looks like the annual total due would be fifteen hundred.

utterance: Can I pay it monthly?

utterance: Yes we can set up a monthly plan.

utterance: Are there any fees for that?

utterance: Yes there is a three dollar per month processing fee for the monthly payment.

utterance: That's fine.

utterance: Okay so your first payment today would be one hundred twenty eight dollars.

utterance: And that includes the fee?

utterance: Yes.

utterance: Okay. That's fine.

utterance: How would you like to pay?

utterance: By credit card.

utterance: Okay. I'll just need that sixteen digit card number, expiration date, and CVV code.

utterance: Okay. the card number is one two three four five six seven eight three two two one four seven six two.

utterance: Okay.

utterance: The expiration date is June of twenty four and the what kind of code?

utterance: The security code on the back of the card.

utterance: Oh. It's three three two.

utterance: Perfect. So to confirm we are going to make a one time charge to the card ending in four seven six two in the amount of one hundred twenty eight dollars.

utterance: Yes.

utterance: Great. I've gone ahead and posted that for you.

utterance: Thank you.

utterance: You're welcome. We have Mary underscore Smith at gmail dot com as your email. Is that still correct?

utterance: Yes, that's correct.

utterance: Okay, Mary. I've gone ahead and sent an email confirmation as well.

utterance: Okay.

utterance: Was there anything else I could do for you?

utterance: No I think that was all.

utterance: Well thanks for choosing us. There will be a brief survey at the end of the call to rate your experience today.

utterance: Okay.

utterance: It will begin as soon as I disconnect. You have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yes I need to check my account balance with you guys. I don't think I've paid my bill this month so I need to make sure.

utterance: Okay. I can definitely help with that.

utterance: Great I've been worried about it. I don't want to be late with you guys.

utterance: Well let's check it out. May I have your first and last name please?

utterance: It's Mary Rochester.

utterance: Thank you, Mary. Do you know your customer ID?

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

utterance: Great. for security purposes can you tell me your date of birth?

utterance: It's May third nineteen seventy.

utterance: Thank you for that.

utterance: You're welcome.

utterance: So I'm looking at your policies here. Which one did you want to check the balance on?

utterance: The auto policy please. The rest are on auto pay.

utterance: Okay. One second while I get that pulled up.

utterance: Okay.

utterance: How's your day going so far?

utterance: It's good. I can't complain, ready for the weekend.

utterance: Me too. Definitely ready for the weekend.

utterance: It'll be here before you know it.

utterance: I hope so. Alright so it's finally loaded here for me.

utterance: Okay.

utterance: I do show that a payment is due July twenty ninth in the amount of two hundred eighty five dollars.

utterance: Oh no. I did forget. Did I get a late fee?

utterance: No it looks like you're still in your grace period.

utterance: Great.

utterance: Would you like to go ahead and make that payment while we're on the phone?

utterance: Sure!

utterance: How would you like to pay today?

utterance: Can I use my bank account.

utterance: Sure that's not a problem.

utterance: Okay.

utterance: What is your routing and account number?

utterance: Let me get my checkbook, hang on.

utterance: Take your time.

utterance: Okay what did you say you needed first?

utterance: The routing and account number.

utterance: Okay the routing number is one two three four five six seven eight nine.

utterance: Great. And the account number?

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

utterance: Perfect, and this is a checking account, correct?

utterance: Yes it is.

utterance: Great. So just to confirm we will be making a one time payment of two hundred eighty five dollars that will be charged today.

utterance: Yes.

utterance: Alright I have that processed. Is your email still doxie lover ninety nine at aol dot com.

utterance: Yes it is.

utterance: Great. I've got that done for you and I've sent a confirmation email.

utterance: Perfect! Thank you so much.

utterance: You're very welcome. Was there anything else I could do for you today?

utterance: No I think that's it.

utterance: Great. There will be a short survey after the call that will have you rate your experience today.

utterance: Okay.

utterance: It will start as soon as I disconnect.

utterance: That's fine.

utterance: Have a good day. Goodbye.

utterance: Bye.


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

utterance: Hello there. I heard you guys do pet insurance and I just thought that was the neatest thing. Do you think I could get a quote on a policy?

utterance: Of course you can! We love to insure pets.

utterance: Well good. I've always thought that it was a great product.

utterance: I agree. Pets are amazing but can get expensive.

utterance: I completely agree. Just last year alone I spent like fourteen hundred dollars on vet bills!

utterance: That's crazy. We definitely need to get you a quote .

utterance: Perfect. What do you need from me?

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

utterance: It's Mary Lou Salter.

utterance: Thank you, Mary Lou. Do you already have a policy with us?

utterance: I sure do. I got life and auto with you all.

utterance: Perfect. Do you know your customer ID?

utterance: Yes I do. It's one two three four five six seven eight.

utterance: Great, and for security purposes can I get your date of birth?

utterance: It's May second nineteen seventy four.

utterance: Perfect. I've got you pulled up here. Now I'll just need to ask you some questions about the pet you want to insure.

utterance: Okay go ahead.

utterance: What kind of pet do you have?

utterance: It's a dog.

utterance: Great! I love dogs.

utterance: Me too. She's my whole world.

utterance: What kind of dog is she?

utterance: She's a mutt. We got her down at the shelter.

utterance: Okay so she's mixed breed?

utterance: Yeah.

utterance: How old is she?

utterance: She's two whole years old.

utterance: Just a baby then.

utterance: She acts like it all the time .

utterance: Oh I'm sure . What is her weight?

utterance: She's about twenty two pounds.

utterance: Perfect. And does she have any health issues?

utterance: No she got a little stomach bug last year and that cost us a little bit but other than that she's been healthy.

utterance: Good deal. Give me just a moment to enter all this in and I'll have you some numbers, okay?

utterance: Sure.

utterance: Alright we have two options for you. We have Petcare Basic which just covers your major expenses and medical bills and Petcare Preferred which covers medication and vet visits.

utterance: What's the price difference for both?

utterance: The Petcare Basic is five hundred per year and the Petcare Preferred is one thousand.

utterance: That's not too bad.

utterance: We have your email as mary lou loves you at gmail dot com. Is that still good?

utterance: Yes that's still good.

utterance: Okay I've sent you an email with those two options so you can take a look at the differences.

utterance: Well great! Thank you.

utterance: You're welcome. Would you like to go ahead and enroll in one today?

utterance: No not at the moment I want to talk to my husband about it and see what he thinks.

utterance: That's not a problem at all. What other questions could I answer for you today?

utterance: That's going to be it.

utterance: Well I hope you have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes my name is Rita Wilson, customer ID one two three four five six seven eight, and I need to add someone to my life insurance plan.

utterance: Okay Rita. I'd be more than happy to help you with that.

utterance: Great.

utterance: May I have your date of birth for security purposes?

utterance: Yes it's May thirtieth nineteen eighty two.

utterance: Great. Thank you.

utterance: You're welcome.

utterance: So you want to add a dependent to your life insurance plan, is that correct?

utterance: Right. We just adopted a baby and I need to make sure she's on there.

utterance: Well congratulations on the new addition!

utterance: Thanks.

utterance: Do you have your life insurance policy number?

utterance: Hang on and let me see if I can find it real quick.

utterance: No problem. Take your time.

utterance: Where would I be able to find that?

utterance: It should be on your monthly bill.

utterance: Oh okay. Where at on the bill. I'm looking now.

utterance: It's in the upper left corner.

utterance: Oh there it is. It's one two three four five six seven eight.

utterance: Great. Thank you for that. May I have you child's first and last name?

utterance: Yeah her name is Maggie Wilson.

utterance: And is that m. a. g. g. y.?

utterance: No it's m. a. g. g. i. e.

utterance: Great and what is her date of birth?

utterance: It is March third twenty twenty.

utterance: Perfect. Does she have any health issues?

utterance: No not so far, she's been healthy.

utterance: Well that's always a good thing!

utterance: Definitely.

utterance: Alright, so I've gone ahead and added Maggie as a dependent to your health insurance plan. Would you like a confirmation email?

utterance: Yes please.

utterance: Is your email still Rita underscore wilson eighty two at hotmail dot com?

utterance: Yes it is.

utterance: Great. I've gone ahead and sent that out to you.

utterance: Thank you. How much will this make my bill go up?

utterance: It looks like there will be a change of thirty five dollars per month.

utterance: Oh that's not too bad.

utterance: Not at all! Was there anything else we could do for you today?

utterance: Does that change the due date at all?

utterance: No ma'am. Your renewal and bill due dates will remain the same for the policy.

utterance: Great.

utterance: What else can I answer for you?

utterance: I think that's all today.

utterance: Well great. Again congratulations on the new baby.

utterance: Thank you.

utterance: There will be a brief survey at the end of the call that rates your experience today. Would you like to take that?

utterance: Sure.

utterance: Great. It will start as soon as I disconnect, just hold on the line for me.

utterance: Okay.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey there. I'm shopping around for some condo insurance and was hoping to get a quote from you guys.

utterance: I'd be happy to help with that.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Michael Brown.

utterance: Thanks, Michael. Do you mind if I ask you a few questions so we can get your quote started?

utterance: Not at all.

utterance: What's the address for you condo?

utterance: It's forty two thirty three First Street unit three eighty.

utterance: Mm-hmm.

utterance: Pensacola, Florida.

utterance: Okay and the zip code?

utterance: Three two five three five.

utterance: Great. Thank you for that.

utterance: You're welcome.

utterance: What is your date of birth?

utterance: It's July fifteenth nineteen eighty.

utterance: Great and do you know the estimated value of the condominium?

utterance: It's around four hundred twenty two thousand.

utterance: Awesome. When were you looking for the policy to start?

utterance: My policy with my current insurance ends on August first so I would need this one to start August second.

utterance: Okay great. Give me just a moment to enter this information and I should have some numbers for you, okay?

utterance: Sure.

utterance: Alright so we have two very good options for you today.

utterance: Okay.

utterance: We have the Condo Basic and the Condo Preferred plans.

utterance: What do they cover?

utterance: The Condo Basic covers all of your expenses in the event of a disaster and it covers seventy five percent of the value of your belongings.

utterance: Okay and the Condo Preferred?

utterance: It covers the same as the basic but you also get replacement housing assistance in the form of us paying for a hotel room if you cannot occupy your condo.

utterance: What's the price difference?

utterance: The Condo Basic costs five hundred per year.

utterance: Okay.

utterance: And the Condo Preferred costs six hundred per year.

utterance: That's not bad at all.

utterance: No sir. For just a little bit more you could have hotel costs reimbursed.

utterance: Yeah I like that.

utterance: Would you like me to put you in touch with an agent to get you started?

utterance: I can't right now but they can call me tomorrow.

utterance: Okay perfect. What's a good number to reach you at?

utterance: It's going to be eight five zero three two two four seven six two.

utterance: Perfect, and what's a good time to reach out to you?

utterance: Probably around three.

utterance: Great. We will have someone call you then.

utterance: Awesome. Thank you.

utterance: You're welcome. Was there anything else we could do for you today?

utterance: No I think that's it.

utterance: Perfect. Enjoy your day sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Yes I need to file a claim for a doctor visit.

utterance: Okay. I'd be more than happy to assist you with that today. May I have your first and last name?

utterance: It's Rita Armstrong.

utterance: Thank you, Rita. Do you happen to know your customer ID?

utterance: Yes let me get it out of my purse. Hang on.

utterance: Okay. Take your time.

utterance: Okay it's one two three four five six seven eight.

utterance: Perfect. Thank you for that.

utterance: You're welcome.

utterance: For security purposes can you tell me your date of birth?

utterance: It's January eighth nineteen sixty two.

utterance: Perfect. I've got your information pulled up here.

utterance: Great.

utterance: To start the claim I'll just need your group number from your insurance card.

utterance: Okay. it's three seven nine three B.

utterance: Thank you. Can you tell me the name of the person insured?

utterance: It's my husband Duke Armstrong.

utterance: Thank you. do you have any additional insurance, Rita?

utterance: What do you mean?

utterance: Like do you have any insurance just in your name, maybe from like another employer?

utterance: Oh! No just this kind.

utterance: Okay no problem. We just always check because if we can't cover all of it another insurance company can sometimes pick it up.

utterance: Oh okay.

utterance: What doctor did you go to?

utterance: It was Doctor King.

utterance: Perfect. And what was the reason for the visit?

utterance: It was an annual check up.

utterance: How much was the total bill?

utterance: Hang on and let me go get it.

utterance: Okay.

utterance: It was four hundred seventy two dollars.

utterance: And how much did you pay out of pocket?

utterance: I paid them fifty dollars.

utterance: Thank you for that information.

utterance: You're welcome.

utterance: We have your email as Rita underscore Armstrong sixty six at gmail dot com as your email. Is that correct?

utterance: Yes that's me.

utterance: Okay great. I'm going to send you a link to upload the bill from the doctor and the receipt where you paid so we can get this processed for you.

utterance: Okay.

utterance: Can you verify that you received that email?

utterance: Yes. It looks like I have it right here.

utterance: Great. All you'll have to do now is follow that link. It'll ask you to upload those documents.

utterance: Can I just take a picture of them on my phone?

utterance: Yes. You should be able to follow that link using your phone and then just snap a photo of them.

utterance: Oh okay. That seems easy enough.

utterance: Yes. Just make sure they're legible because if they're not it may cause a delay in payment.

utterance: I can do that.

utterance: Great. Was there anything else I could do for you today?

utterance: No. I think that's all.

utterance: Awesome. There will be a brief survey after I disconnect that will ask you about your experience today. Do you mind filling that out?

utterance: No I don't mind.

utterance: Great. It'll start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day, goodbye.

utterance: Goodbye.


utterance: Good morning. Thank you for calling Rivertown Insurance. My name is Susan how may I help you?

utterance: Hi Susan, my name is Jane. I need to add a dependent to my insurance plan.

utterance: Ok Susan. I can take care of that for you. First, may I get your full name and policy number?

utterance: Yep, my full name is Susan Jones and let me see here there it is. My policy number is three six two nine nine eight seven.

utterance: Thank you susan. I'll just pull up your file, please hold a moment.

utterance: Okay.

utterance: Alright, I have your file here. You want to add a dependant to you policy? Is that correct?

utterance: Yes, we just had a baby, so I need to get her added to the plan

utterance: Congratulations! a boy or a girl?

utterance: A girl! we were hoping for a girl. As you can see we've had three boys. Rolled the dice one last time and won!

utterance: Well, she'll have lots of big brothers to watch out for her.

utterance: I'm sure she'll end up ruling the roost.

utterance: Okay Susan, lets get her added, we'll start with her name.

utterance: Sure, her full name is Stevie Lynne Jones.

utterance: Could you spell that for me?

utterance: Yep s. t. e. v. i. e. middle name l.y. n. n. e. and Jones conventional spelling on that j. o. n. e. s.

utterance: Stevie for a girl, that's unusual.

utterance: Yeah, we are big Stevie Nicks fans

utterance: Okay, and her birthdate?

utterance: July one st twenty twenty-one.

utterance: Alright then, so she will be enrolled on your plan as of her birthdate. With the same coverages.

utterance: Perfect. Thank you. Will there be an increase in the premium?

utterance: No, you already have the Family Coverage, once you had the first child, your premiums don't increase with additional child dependants.

utterance: Okay, good. I knew there wasn't an increase for the boys, but I wasn't sure how many we could add before we jumped up to being a big family or something like that.

utterance: I'd say you're definitely a big family now, but there are no limits on how big you get.

utterance: I think we're done.

utterance: So the paperwork will be submitted today and you'll receive the documents by email. Is sjones at gmail dot com still the correct email address?

utterance: Yep, that's the one.

utterance: Great. Thank you. You will receive her identy card in the next week or so with her ID number. If you need to use the plan before you receive the card just use your card. There is a one month grace period for that.

utterance: Okay, I wondered, good. She has a checkup next Tuesday.

utterance: No problem at all. The coverage will be in place.

utterance: Good. Okay. I think that's it then? Do you need any more information?

utterance: Let me just quickly check everything. One moment.

utterance: Okay

utterance: While I have you on the phone, I'll just confirm you're at the same address. I have you at one two five Grand Street, Summervill PA. Is that correct?

utterance: Yep. still there.

utterance: and your zipcode is seven seven four nine three eight?

utterance: oh? jeez, no. It's seven seven four nine three six. Has that been wrong all this time? I never noticed on the mail, it always seemed to get here.

utterance: I'll change that right now. I'm surprised the mail got there too.

utterance: Thank you, I'm glad you checked that.

utterance: Okay, that's all changed.

utterance: Okay, any other details?

utterance: I'll just confirm your phone number, and that should be it.

utterance: No problem. three oh five eight eight four nine six two seven. That's my mobile number, we've cancelled the land line a few years ago.

utterance: Yes, that's the one I have. So that's it. All done. Did you have any questions?

utterance: Nope. I'm good. Thanks for your help.

utterance: My pleasure. Congratulations again. Thank you for using Rivertown Insurance and have a great rest of your day.

utterance: You too! It's a lovely day. I'll get out for a walk

utterance: Good idea! Have a great day Susan. Bye bye

utterance: Thanks! Bye!


utterance: Hello may I speak with David Green, please?

utterance: May I ask who is calling?

utterance: This is John Brown, I'm an agent with Rivertown Insurance following up with you on a request to enroll in an auto insurance plan.

utterance: Oh okay. This is David.

utterance: Great! How are you doing today?

utterance: I'm good so far. How are you?

utterance: I'm doing well. So our rep told me that you were interested in signing up for our Complete Auto plan, is that correct?

utterance: Yes that'd be great.

utterance: Perfect. I just need to collect some basic information from you before we can get started. Is that okay?

utterance: That's fine.

utterance: Perfect. I have two five one three six three four seven two four listed as your preferred number. Is that still accurate?

utterance: Yes it is.

utterance: And David underscore Green at gmail dot com as your preferred email?

utterance: Yes.

utterance: Great. What is your social security number and date of birth?

utterance: It's four three seven two four two two three two.

utterance: Mm-hmm.

utterance: Date of birth is three seven ninety.

utterance: Awesome. Thanks for that.

utterance: You're welcome.

utterance: What is the best street address for you?

utterance: Okay it's going to be four five nine Spring Street.

utterance: Okay.

utterance: Century, Florida.

utterance: Mm-hmm.

utterance: Three two five three five.

utterance: Perfect. To finalize your profile I'll just need to create a security question for you.

utterance: Oh let's use my mother's maiden name. That's what I use on everything and it'll be easier to remember.

utterance: I definitely understand. I always use my pet's name that way I don't forget.

utterance: Yeah it's sad we have to do that with all the criminals in the world.

utterance: Yes but it's good we have an added layer of protection.

utterance: That's true.

utterance: What would you like the answer to be?

utterance: it's Jones.

utterance: Great. I have that recorded. Did you have any questions about the Complete Auto plan before I finalized your enrollment?

utterance: Yeah do I get any discounts for paying annually compared to if I broke it up into installments?

utterance: Yes actually you save about thirty six dollars a year because of processing fees.

utterance: Okay. Then that's the way I want to go then.

utterance: We can definitely do that.

utterance: Great.

utterance: Perfect. Your total comes out to be two thousand dollars even.

utterance: Great can I pay over the phone?

utterance: Absolutely. I'll just need your debit or credit card number, your expiration date, and your CVV code.

utterance: Okay hang on and let me get it.

utterance: Take your time.

utterance: Okay I have it ready.

utterance: Perfect. What's that card number?

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

utterance: Okay and the expiration date?

utterance: It's twelve twenty four and the security code is one two three.

utterance: Perfect. So to confirm we are enrolling you in the Complete Auto plan and making a one time payment of two thousand dollars. Do you accept?

utterance: Yes.

utterance: Great. I've gone ahead and got that processed for you. Was there anything else I can do?

utterance: Yeah when will I get proof of insurance?

utterance: In your confirmation email there will be information on how to log in to our website to print proof immediately otherwise it will come in the mail.

utterance: Oh okay. That's good.

utterance: Anything else, sir?

utterance: That's all.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes my name is Jack and I got a flyer for you guys saying that you offere homeowner's insurance in my area and I just wanted to see what you could offer me.

utterance: I'd be happy to help you out with that Jack.

utterance: Great.

utterance: Do you mind giving me your last name?

utterance: It's Hall.

utterance: Thanks for that. To get you an accurate homeowner's quote I'll just need to ask you a few questions.

utterance: That's fine.

utterance: What is the address of the home?

utterance: It's three two two First Street, Pensacola, Florida three two five zero one.

utterance: And your date of birth?

utterance: It's July second nineteen eighty two.

utterance: Perfect. What is the estimated value of the home?

utterance: It was recently appraised at four hundred thirty two thousand.

utterance: Great. Now we do have a couple of different options here for you based on what you're looking for as far as coverage goes.

utterance: Okay.

utterance: We have a Basic Home plan that costs twelve hundred per year. It covers your property and some of your personal belongings and the wind deductible is ten percent of the repairs estimated.

utterance: What else?

utterance: The next one is the Preferred Home plan. It costs sixteen hundred per year. It covers your property, eighty percent of your personal belongings value, and the wind deductible is four thousand dollars.

utterance: Okay and the is there more?

utterance: Yes. The last one we have is the Complete Home plan. It's two thousand per year and it covers all of your personal belongings and the wind deductible is only one thousand.

utterance: That one sounds the best for what I need.

utterance: Great. Would you like to go ahead and enroll?

utterance: I have a couple more questions first.

utterance: Okay great. What can I answer for you?

utterance: Do you guys offer monthly plans or do you have to pay at one time?

utterance: You can choose to pay monthly or annually.

utterance: And are there any extra charges for paying monthly?

utterance: Yes there is a ten dollar processing fee for every monthly payment.

utterance: That's not too bad.

utterance: No sir it's competitive for the market.

utterance: Yes. Also do you guys have a way to like just take it out of my you know bank account?

utterance: Yes we do offer automatic billing where you don't have to think about it.

utterance: And if I buy a policy will it be effective like immediately or is there a waiting period?

utterance: It would be effective on the day you pay for the policy.

utterance: Okay.

utterance: Was there anything else I could answer for you?

utterance: No. I think I want to go ahead with it.

utterance: Okay great. Do you prefer for the agent to call you or contact you by email?

utterance: Let me give you both just in case I can't get to my phone when they call.

utterance: Okay. What is your phone number?

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

utterance: Okay and your email?

utterance: It's steelers fan sixty two at gmail dot com.

utterance: Thank you is there a certain time you'd like them to call?

utterance: Can they call me today at four p.m.?

utterance: Yes it looks like I have an agent available to call you then.

utterance: Great.

utterance: Okay so to confirm I will have an agent call you at four p.m. at the number ending in four seven six eight to enroll you in one of our homeowner plans.

utterance: Yes.

utterance: Great. Was there anything else I could do for you?

utterance: No that's all.

utterance: Okay. Enjoy the rest of your day sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi yes. My name is Jasmine Glover and I need to get proof of insurance sent to me.

utterance: Hi Jasmine. I'd be happy to help with that. Do you have your customer number?

utterance: No I don't. I'm sorry.

utterance: That's okay. We can verify you a different way.

utterance: Perfect.

utterance: May I have your date of birth please?

utterance: It's one twenty two nineteen eighty four.

utterance: Thank you for that. I will also need your full social and the phone number on the account.

utterance: My social is one two three four five six seven eight nine and what else did you need?

utterance: The phone number on the account.

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

utterance: Perfect. Thank you for that, Jasmine. For security purposes can you tell me your mother's maiden name?

utterance: Yes it's Green.

utterance: Thank you. I've got your account pulled up here. Which policy were you needing proof for?

utterance: The auto policy I have.

utterance: Okay. I can definitely do that for you. Would you like it mailed, texted, or sent by email?

utterance: Can I do mail and email?

utterance: Yes we can do that for you. We have your email as Jasmine Glover eighty four at gmail dot com. Is that still correct?

utterance: No actually it should be Jasmine Glover designs at gmail dot com now.

utterance: Okay. I will get that updated. Can you also verify your address for me?

utterance: Yes. It's one two three Pineapple Lane Brewton Alabama three six four four one.

utterance: That's Pineapple as one word or two?

utterance: It's one word. p. i. n. e. a. p. p. l. e.

utterance: Great thank you.

utterance: How long does it take to get the proof?

utterance: The email should go out automatically and the physical copy you should receive in two business days.

utterance: Okay. is it sent by like regular mail or FedEx?

utterance: We will FedEx it to you. I will have a tracking number for you shortly.

utterance: Great. Is there a cost for that?

utterance: Yes. It's seven ninety nine for two day delivery. Is that okay?

utterance: That's fine.

utterance: How would you like to pay today? Card or bank account?

utterance: I can use my card. What do you need from it?

utterance: I'll just need the sixteen digit card number, the security code and the expiration date.

utterance: Hang on and let me get it out of my purse.

utterance: Take your time.

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

utterance: Great. And the expiration date and security code on the back?

utterance: It's twelve twenty four and the security code is one two three.

utterance: Okay thank you. To confirm we're going to do a one time charge of seven dollars and ninety nine cents for the expedited delivery of your proof of insurance.

utterance: Yes. I confirm.

utterance: Thank you. I have that processed for you. Can you verify that you received the email.

utterance: Yes. Let me get logged in really quick.

utterance: No worries.

utterance: Yes I got it.

utterance: Great! Are you ready for the tracking number?

utterance: Yes. Go ahead.

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

utterance: I got it. Thank you!

utterance: You're welcome. Was there anything else I could do for you today?

utterance: No I think that's all.

utterance: Perfect. There will be a brief survey after the call to rate your experience. Do you mind holding to take it?

utterance: That's fine.

utterance: Great. It'll start right after I disconnect.

utterance: Okay.

utterance: Have a great day. Goodbye.

utterance: Goodbye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi I got a notice in the mail saying I was past due. I must have forgot to send you guys a check this month. I need to go ahead and fix that if you can help me please.

utterance: I'd be happy to help with that.

utterance: Great.

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

utterance: It's Karen Jenkins.

utterance: Thank you, Karen. Do you know your customer ID?

utterance: I don't off the top of my head.

utterance: It should be on the letter your received in the mail. Do you still have that?

utterance: I sure do. Hang on and let me grab it.

utterance: Perfect. Take your time.

utterance: Is it the one that starts with the number one?

utterance: Yes it is.

utterance: Okay it's one two three seven two four five nine.

utterance: Perfect and can you verify your date of birth for me?

utterance: Sure it's June ninth nineteen eighty two.

utterance: Thank you for that.

utterance: No problem.

utterance: So it looks like you are past due by just a few days so there were no late fees on the account.

utterance: Oh thank goodness.

utterance: Would you like to go ahead and pay by phone?

utterance: Is there an extra charge?

utterance: No ma'am there is no charge to pay by phone with me.

utterance: Then yeah let's go ahead and do that.

utterance: Okay how would you like to pay today?

utterance: You guys take checks?

utterance: Yes ma'am we can use your bank account information.

utterance: Okay let's do that.

utterance: Okay great. I'll just need your account number and routing number, please.

utterance: Alright then my routing number is two six three two eight one six nine five.

utterance: Mm-hmm.

utterance: The account number is one two zero zero zero zero two six three two two four.

utterance: Perfect and you said this was a checking account?

utterance: Yes it is.

utterance: And Karen, we have your email on file as boy mom three two four and gmail dot com. Is that still accurate?

utterance: Yes.

utterance: Great so to confirm we're going to make a one time payment in the amount of two hundred forty two dollars from the account ending in one six nine five.

utterance: Yes.

utterance: Alright I've gone ahead and made that payment for you and sent you a confirmation to your email.

utterance: Great when is the next one due?

utterance: It will be due on August twenty fourth.

utterance: Okay awesome. Thank you so much.

utterance: You're very welcome. Was there anything else I could do for you today?

utterance: No I think that's all for now.

utterance: Good deal. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Great the survey will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yeah I think I've locked myself out of my account online. I can't remember the password.

utterance: Oh no. I'm sorry to hear that. I'll be more than happy to assist you with that.

utterance: Great.

utterance: May I have your first and last name?

utterance: It's Jack Crenshaw.

utterance: Thank you, Jack. Do you know your customer ID?

utterance: Yes it's one two three four five six seven eight.

utterance: Thank you for that and now I just need your date of birth.

utterance: It's the eighth of October nineteen sixty nine.

utterance: Great. Now since we are reseting your password I'll need the answer to your security question.

utterance: Okay.

utterance: What is your mother's maiden name?

utterance: It's Singleton.

utterance: Thank you. Alright so I do see here that the account has been locked due to too many attempts with an incorrect password.

utterance: Yeah I've tried everything I can think of.

utterance: No problem. It's a pretty simple fix.

utterance: That's good to hear.

utterance: I will need to send you a reset password link.

utterance: Okay.

utterance: Is Jack underscore Crenshaw sixty nine at hotmail dot com still a good email?

utterance: Yes it is.

utterance: Okay. I've gone ahead and sent that out to you. Can you verify that you've received it?

utterance: Hang on and let me get logged in.

utterance: Take your time.

utterance: Yes I've got it.

utterance: Great. Now you'll click the link in the email and it should open a new tab and ask you for some basic information.

utterance: Okay. Let's see. It looks like it's going there.

utterance: Great. Now fill in the requested information.

utterance: Okay.

utterance: Is everything filled in?

utterance: Yes.

utterance: Great now you'll just select next on the bottom right of the screen.

utterance: Okay it says select new password.

utterance: Great. So you'll just create a new password. It has to have at least one capital letter, a number, and a symbol.

utterance: Okay.

utterance: Just let me know when you've got that.

utterance: Okay.

utterance: Still doing okay?

utterance: Yes I changed it.

utterance: Great. Now let's go back to the homepage to see if you can get logged in with the new password.

utterance: Okay.

utterance: Were you able to log in?

utterance: I sure was! Thank you so much.

utterance: No, I think that was everything I needed for right now.

utterance: Great. Also, remember that you can change your password anytime by selecting forgot my password on the homepage.

utterance: Oh that's good to know.

utterance: Yes sir. There will be a brief survey at the end of this call to rate your experience today.

utterance: Okay.

utterance: Please hold for the survey after I disconnect.

utterance: Okay.

utterance: Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thanks for calling Rivertown Insurance. How may I assist you today?

utterance: Yeah I need to cancel automatic payments. You guys have been overcharging me.

utterance: I'm sorry for the inconvenience. I'd be more than happy to help you out.

utterance: It's more than an inconvenience, you're taking my money.

utterance: I can definitely understand why you'd be frustrated, may I have your first and last name so I can pull up your information?

utterance: It's Sandra Smith.

utterance: Thank you Sandra, do you know your customer ID?

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

utterance: Perfect, and for security purposes can you verify your date of birth?

utterance: It's January second nineteen seventy nine.

utterance: Great. which policy were you wanting to cancel the automatic payments on?

utterance: The car.

utterance: So your Auto Preferred plan?

utterance: Yes.

utterance: Okay, will the cancellation be permanent or did you just want to stop it temporarily?

utterance: Permanent. You guys can't handle auto pay so I'm going to just have to do it myself.

utterance: Alright. I have your email as sandra says twenty two at gmail dot com. Is that still good?

utterance: Yes.

utterance: Okay, Sandra, I've cancelled your automatic payment permanently effective immediately.

utterance: Great. So this month's payment isn't going to come out automatically?

utterance: No. It has been stopped.

utterance: Great. So who is going to give me my money back for over billing?

utterance: For that I will need to open a case with our billing department so they can look into that for you.

utterance: That's fine.

utterance: Alright can you tell me what month it was that you were over billed?

utterance: You charged me twice in June.

utterance: Did the payments come out on the same day?

utterance: Yes they did.

utterance: What day was that?

utterance: It was June fifteenth. There were two same amount withdrawals.

utterance: Okay, Sandra, I've submitted your case to our billing team and I have a claim number for you whenever you're ready.

utterance: Okay what is it.

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

utterance: Fine. When will I hear back about it?

utterance: It usually takes one business day to hear back. Do you prefer phone or email?

utterance: I prefer phone.

utterance: Okay I will make a note of that as well.

utterance: Will I get a copy of what you sent to them?

utterance: Yes. I will go ahead and send you a confirmation email for the case as well.

utterance: Fine.

utterance: Was there anything else I could do for you today?

utterance: When is my next bill due so I know to pay it?

utterance: Your next bill will be due on July thirty first.

utterance: Okay.

utterance: Was there anything else I could answer for you?

utterance: No.

utterance: Okay well I hope you enjoy the rest of your day.

utterance: Whatever.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes. I was just in an accident.

utterance: I'm sorry to hear that. Is everyone okay?

utterance: Yes. I just need to report it so I can file a claim once I get it cleared.

utterance: I can definitely assist you with that. Are you in a safe place to answer the questions?

utterance: Yes.

utterance: Great. May I have your first and last name please?

utterance: It's Jared Brown.

utterance: Thank you, Jarod. Do you know your customer ID?

utterance: Hang on it's in my app. Let me get it.

utterance: Take your time.

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

utterance: And for security purposes can you give me your date of birth?

utterance: It's June second nineteen ninety.

utterance: Great. Now I need a description of what happened.

utterance: Okay I was driving down the road southbound

utterance: Mm-hmm.

utterance: And I was going through a light and it was green and

utterance: Okay and this was how long ago?

utterance: about thirty minutes ago.

utterance: Okay. Sorry continue.

utterance: Yeah so I went through the intersection and this car ran the red light and t-boned me.

utterance: Were you able to get their information?

utterance: Yes.

utterance: Great what is their first and last name?

utterance: It's Lisa Sellers.

utterance: And what insurance company do they use?

utterance: Progressive.

utterance: Did you get their policy number?

utterance: Yes it's one two three seven six two four seven two two.

utterance: Great. Did they give you a contact number for them?

utterance: Yes it's three two one four seven five eight six seven seven.

utterance: Thank you for that. Do you have your driver's license number handy?

utterance: Yes it's in my wallet. One second.

utterance: No problem.

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

utterance: Okay. I have everything recorded here for us.

utterance: Okay. What happens next?

utterance: I'll submit this over to our claims representatives and one of them will reach out to you to start the claim.

utterance: Okay.

utterance: What's a good contact number to reach you at?

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

utterance: Is there a particular time of day that is best to contact you?

utterance: It's gonna be probably better in the afternoon.

utterance: Okay. I've made a note for that.

utterance: Thank you.

utterance: You're welcome. Was there anything else I could do for you today?

utterance: No that's all.

utterance: Great. I'm glad you're okay.

utterance: Me too.

utterance: Try to enjoy the rest of your day.

utterance: Thank you.

utterance: You're welcome. Goodbye.

utterance: Bye.


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

utterance: Yes I need to check the balance on my policy and possibly pay a bill if the payment is due.

intents: CheckAccountBalance PayBill

utterance: I'd be happy to assist you with that today.

utterance: Great.

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

utterance: It's Sheila Green.

utterance: Thank you, Sheila. Do you know your customer ID?

utterance: I sure don't. I'm so sorry.

utterance: That's okay. I can look you up a different way using other information.

utterance: Okay. Perfect.

utterance: What's your social security number?

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

utterance: Thank you, and your date of birth?

utterance: It's four twenty nineteen eighty two.

utterance: Thank you. Do you know the telephone number associated with the account?

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

utterance: And for security purposes can you verify your mother's maiden name?

utterance: Sure. It's Caldwell.

utterance: Great. So which policy would you like the balance for?

utterance: The life insurance policy.

utterance: Your Universal Life plan?

utterance: Yes.

utterance: The current balance is one thousand two hundred dollars and a payment of two hundred dollars is due tomorrow.

utterance: Okay great. Can I go ahead and pay that?

utterance: The monthly payment or the remainder of the premium?

utterance: Just the monthly payment.

utterance: Sure thing. How would you like to pay today? Bank account or card?

utterance: Bank account.

utterance: Perfect. I'll just need the routing and account number to start.

utterance: The routing number is two six three two eight one six nine five.

utterance: Okay.

utterance: The account number is one two zero zero zero three six two four five two.

utterance: Thank you. is this a checking or savings account?

utterance: It's a checking account.

utterance: And is your email still sheila underscore green at gmail dot com?

utterance: Yes it is.

utterance: Great. So just to confirm we're going to make a one time payment in the amount of two hundred dollars from the account ending in four five two?

utterance: Yes.

utterance: Alright. I've gone ahead and made that payment and sent a confirmation email to you as well.

utterance: Okay I've been having trouble with my email. Do you mind holding for a second while I see if I got it?

utterance: No problem.

utterance: Okay yeah it looks like I got it.

utterance: Great. Was there anything else I could do for you today?

utterance: No I think that was it for today.

utterance: Awesome. There will be a brief survey to rate your experience today after the call. Would you mind participating?

utterance: Sure why not.

utterance: Okay. It will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi there I need to see if a payment has been credited to my account.

utterance: I'd be more than happy to help with that. May I have your first and last name?

utterance: It's Kim Burrows.

utterance: Thank you, Kim. Do you have your customer ID handy?

utterance: Let me see if I can find it real quick.

utterance: Take your time.

utterance: I actually don't have it on me.

utterance: That's okay. We can look you up using other information.

utterance: Great.

utterance: May I have your full social and date of birth?

utterance: It's four two four three nine four seven two two.

utterance: Mm-hmm.

utterance: And date of birth is October twenty nine nineteen ninety four.

utterance: Great, and the phone number associated with the account?

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

utterance: Perfect, and for security purposes can you verify your mother's maiden name?

utterance: It's Rogers.

utterance: Alright, I've got you pulled up here. You wanted to know if a payment has posted to your account, correct?

utterance: Yes.

utterance: Which policy would you like me to check?

utterance: It's the life policy that I'm looking for.

utterance: Let's see. I don't see any recent payments for that policy.

utterance: Then there's a problem because it already came out of my bank account.

utterance: Alright, then we definitely need to let the billing department know.

utterance: Yes.

utterance: What day did the payment clear your bank?

utterance: It was July twenty second.

utterance: Okay. What I will do is go ahead and submit the issue to our billing department. They will research it and find a solution for you.

utterance: Okay.

utterance: We have kim underscore burrows at hotmail dot com. Is that still a good email?

utterance: Yes it is.

utterance: Okay. Please hold for one second while I get this submitted.

utterance: Okay.

utterance: Alright, Kim. I have a claim number for you whenever you're ready.

utterance: Go ahea.

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

utterance: Okay.

utterance: I'll go ahead and send an email copy of the information I sent to our billing team so you can see.

utterance: Okay. What's the turnaround time for this usually?

utterance: It usually takes one business day to see a reply on the case.

utterance: Okay. Will I get any late fees because of this?

utterance: You should not be charged any late fees. If you see one on your statement please let our billing team know so they can correct it.

utterance: Okay.

utterance: Was there anything else I could do for you today?

utterance: No I think that's all.

utterance: Okay great. There will be a brief survey after the call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay, please hold on the line. Once I disconnect the survey will start.

utterance: That's fine.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes my house was damaged in the last hurricane and I need to file a claim. I've been a customer for years so I hope it doesn't mess up my rates.

utterance: Oh no. I'm sorry to hear that. Let me get a little bit more information from so we can file that claim.

utterance: Okay.

utterance: May I have your first and last name?

utterance: It's Jerry Sanchez.

utterance: Thank you Jerry. Do you know your customer number?

utterance: I don't actually I'm sorry.

utterance: That's okay! We can look you up a different way.

utterance: Okay awesome.

utterance: May I have your full social and your date of birth?

utterance: Yes my social is four two four three eight nine nine nine nine.

utterance: Mm-hmm.

utterance: And my date of birth is June second ninety eighty five.

utterance: Great. Thank you for that information.

utterance: You're welcome.

utterance: What is the phone number associated with the account?

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

utterance: Perfect. And for security purposes can you tell me your mother's maiden name?

utterance: It's Green.

utterance: Okay I've got your information pulled up here so we can start on that claim.

utterance: Okay.

utterance: You said it was damaged in the hurricane correct?

utterance: Yes. We got hit pretty hard here. Did you guys have any damage?

utterance: No we got lucky. Just a little bit of rain.

utterance: That's good.

utterance: Yes it is. What day did you notice the damage?

utterance: It was right after the storm so that was July third.

utterance: Thank you, and what time do you think the damage occurred?

utterance: We heard some of it around one a.m.

utterance: Okay. this is a single family home right?

utterance: It's actually a townhome.

utterance: Thank you. Can you verify the address on your account?

utterance: It's sixteen sixty Barnacle Drive Flomaton Alabama three six four four one.

utterance: Okay. Good. What type of damage did you have?

utterance: There is some damage to the gutters and we lost some siding on the front of the house.

utterance: Was there any flood damage?

utterance: No the water wasn't too bad. It was just from the wind.

utterance: Okay. Thank you. It looks like your hurricane deductible is two percent of the estimated cost to fix the damage.

utterance: That's not too bad I guess.

utterance: No sir. Some of them actually go up to ten percent.

utterance: Wow.

utterance: The next step in the process is for me to send out an adjuster to survey the damage.

utterance: Okay.

utterance: Is there a day and time that would be good for you?

utterance: How about July eigth at two p.m.

utterance: Okay. I have that set up for you.

utterance: Great. Thank you. Will I need to be there or can anyone be there?

utterance: Anyone over the age of eightteen can be there.

utterance: Perfect.

utterance: Were there any other questions I could answer for you?

utterance: No I think that's it.

utterance: Great. Again I'm sorry to hear of your damage if you need anything else feel free to give us a call.

utterance: Thank you. I appreciate that.

utterance: Goodbye, sir.

utterance: Goodbye.


utterance: Good morning. Thank you for calling Rivertown Insurance. My name is Jane, how may I help you today?

utterance: Hi Jane. I'd like to get a quote for insuring my vehicle

utterance: Okay. I can help you with that. May I have your first name?

utterance: Oh, of course sorry, my name is Susan.

utterance: Hi Susan. So to get started. Are you aware of the automobile insurance packages we have?

utterance: No, it's my first car, so I'm just calling around to get some idea of what different companies offer. A co worker said that they use your company. So I figured I might as well start with you.

utterance: Great! I hope they are happy with their coverage. It's nice to be recommended.

utterance: She was happy with her coverage. It's why I'm calling

utterance: Okay, well to get started. We offer three different packages for auto coverage. The Basic package, the Preferred package and the Complete package.

utterance: Okay.

utterance: I'll go through the coverages with you. The Basic package is our most economical package. It covers damages received in auto accidents. It provides a lower level of liability insurance.

utterance: What's that, liability insurance?

utterance: Well, it is the amount we will pay out to someone if they are injured in an accident caused by your vehicle.

utterance: Oh, okay. You said a lower level. So there's a limit that you'd pay out for that?

utterance: Yes, the Basic package will cover your for two hundred thousand dollars of liability.

utterance: That's not a lot? Is it? What happens if they have like serious injuries?

utterance: You would be responsible for any amount over two hundred thousand dollars.

utterance: Yikes. That doesn't sound like much. What's the next level?

utterance: The Preferred package has a higher liability level, which will cover you for up to one million dollars of liability. It also has Comprehensive coverage which covers you for vandalism and repairs for incidents that were your fault.

utterance: Okay, that sounds better. You said there was three levels? What is the highest level of coverage?

utterance: Yes, we have three levels. The highest level of coverage is our Complete package. That includes two million dollars of liability insurance, the Comprehensive coverage and also includes windshield repair due to being hit with a stone, or other object that hits your windshield, like a baseball, or tree branch. It also includes Loss of Use, so you would be covered for a rental vehicle if yours was in for repair, or deemed undriveable. You also get roadside assistance for things like a dead battery or running out of fuel.

utterance: Wow! that sounds like a lot more coverage. I'm sure the premium goes way up for that package?

utterance: Yes, well, not a lot. The Basic package is one thousand dollars per year. The Preferred package is one thousand five hundred dollars a year, and our complete package is two thousand dollars per year.

utterance: Big difference between Basic and Complete.

utterance: Yes, there is definitely a difference in premiumiss but a significant value in benefits. Do you drive a lot?

utterance: Yeah, well, I will be. I was taking the bus, but I now I will be driving to work, out and about on weekends. That kind of thing.

utterance: I see. So of course the more you're driving, the more risk there is for something to happen. The biggest thing is the liability. One at fault accident with a serious injury to the other party can really be expensive. Just in medical costs.

utterance: Yeah, no kidding.

utterance: I always recommend at least the Preferred package if you will be driving a lot.

utterance: Yeah, I understand.

utterance: The Complete package offers valuable coverage for things like glass coverage and loss of use. Those may not be something you are needing right now. May I ask where you live?

utterance: sure. I'm at seventeen thirty-two Allison Street. Summerville Maine.

utterance: Is that a single residence, or an apartment?

utterance: It's an apartment, unit three oh five.

utterance: Okay, thank you, I'm just going to pull up the reported crime incidences in your area. Do you mind holding a minute?

utterance: No, not at all, thank you.

utterance: Hi again Susan, thank you for holding.

utterance: Hi, no problem.

utterance: So I pulled the crime statistics from our database, which are current to last week. I see that there is a higher than normal rate of automobile vandalism and theft in your area. So things like someone breaking into a vehicle, or theft, or vandalism like someone keying the paint job, that kind of thing.

utterance: Oh, jeez. Really?

utterance: Yes, its not the worst in your town, by far, but it does have a higher than average rate. So coverage for things like vandalism and glass coverage might be something you want to consider.

utterance: Okay, yeah. What is the deductible for a claim?

utterance: You would pay the first five hundred dollars for any claim submitted.

utterance: Am I allowed more than one claim?

utterance: Yes, you would be covered for all claims submitted in the year of coverage.

utterance: Okay, that's good. Would my premium go up the next year if I submitted a claim?

utterance: Potentially, it would depend on the circumstance of the claim. We won't know the answer to that until a claim has been submitted and paid out.

utterance: Okay. Well, Thank you for all the information. I am going to call a couple other insurance companies, just to compare, but you've been really helpful and thank you so much for explaining it all to me.

utterance: Absolutely my pleasure. Thank you for calling and considering Rivertown for your insurance, congratulations on getting your first car!

utterance: I saved up a long time, I'm so excited, no more riding the bus! I don't get it until next week, so I might be calling back to get coverage.

utterance: I hope we can be of service. Take care Susan, have a great rest of your day.

utterance: You too! Thanks again, bye for now.

utterance: My pleasure, bye for now