utterance: Good morning thank you for calling Rivertown customer service my name is Gloria how may I help you?

utterance: Good morning my name is Edward.

utterance: Okay my Edward how may I help you?

utterance: I relocate from my previous residence and will like to change my address to a new one.

utterance: If I get you right, you said you relocate and will like to change your address?

utterance: Exactly.

utterance: Okay. Kindly stay on as I ask you some questions.

utterance: No problem.

utterance: Please can I have your account number?

utterance: #Er kindly wait while I check that.

utterance: Okay sir. Take your time.

utterance: #Uh here it is.

utterance: Okay.

utterance: Eight Five.

utterance: Eight five.

utterance: Six seven seven.

utterance: Six seven seven.

utterance: One six two.

utterance: One six two.

utterance: That all.

utterance: Please confirm if the number I will call is well taken.

utterance: Okay.

utterance: Eight five six seven seven one six two.

utterance: #Uh Yes.

utterance: Okay. Can you please tell me your Mother's maiden name?

utterance: Newman.

utterance: Okay. A minute please.

utterance: Okay.

utterance: Can I have your Email?

utterance: #Um Edward one four at gmail dot com.

utterance: Your birthday?

utterance: #Uh, it is not my birthday today.

utterance: (Laughter) I am asking for your date of birth to verify your identity.

utterance: (Laughter) thought your are asking me how my birthday will goes.

utterance: No problem sir.

utterance: My birthday is September three nineteen seventy three.

utterance: Okay.

utterance: Can i have your Previous address and the new address?

utterance: #Er previous address is nine four nine Glendale AvenuePomona. and the new address is four six zero zero Snowbird Lane Fairbury.

utterance: Okay.

utterance: Okay.Your address has been changed successfully.

utterance: #Ah thanks a lot.

utterance: You are welcome Sir. Is that all you want me to do sir?

utterance: Yes that is it?

utterance: Okay. A message will pop up after the call for rating please do well to rate me.

utterance: Okay no problem mister

utterance: Gloria.

utterance: Gloria. Yes.

utterance: Thanks you mister Edward. Have a wonderful day.

utterance: And you to.

utterance: Bye.


speaker_role: Agent

utterance: Hello, thanks for calling Rivertown insurance customer service. How can I help you?

speaker_role: Customer

utterance: Hi it's a whole of stress looking for a nearby insurance agent, can you help me out?

utterance: Sure thing. I can help you with that.

utterance: Oh really, thanks.

utterance: Alright, can I have your zip code.

utterance: Yeah, just a second please.

utterance: Sure, go ahead sir.

utterance: #Uh, it's one five nine.

utterance: One five nine.

utterance: Six two.

utterance: Six two.

utterance: Yes, that's correct.

utterance: Okay, one five nine six two, right?

utterance: Yes.

utterance: Which contact method will you prefer?

utterance: #Um, contact method?

utterance: Yes sir, it's either by phone or email.

utterance: Oh, phone will be preferable.

utterance: That's good sir.

utterance: Yeah.

utterance: May I have your phone number?

utterance: Okay, three two.

utterance: Three two.

utterance: Two two.

utterance: Two two.

utterance: Zero eight.

utterance: Zero eight.

utterance: Five nine.

utterance: Five nine.

utterance: Yes, that's it.

utterance: Please hang on, I want to confirm the number. Three two two two.

utterance: Zero eight five nine.

utterance: Yeah.

utterance: Alright, done.

utterance: Thank you.

utterance: Thank you for the info, sir.

utterance: #Uh, it's nothing.

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

utterance: #Um...

utterance: Anything?

utterance: I think that's all, thanks for your help!

utterance: You are welcome.And one last thing, after this call ends there will be a request for rating my service. Pleas press a number from one to five to rate your satisfaction.

utterance: Okay, I'll be glad to do that.

utterance: That's great.

utterance: You really did a good job here.

utterance: Thanks for the compliment sir.

utterance: [Laughter], I'll rate your service.

utterance: That's good sir, thank you.

utterance: Yeah, have a nice day.

utterance: And you too, sir.

utterance: Thank you, bye!

utterance: Bye!


utterance: Hello, thanks for calling Rivertown insurance customer's services. How may I help you?

utterance: Hi, I'd like to cancel the automatic billing of my account.

utterance: Sure, I can help you with that. #Um, may I have your first and last name please?

utterance: Of course, my name is Scott Migel.

utterance: Okay, Scott Miguel, for clarity's sake, your Miguel is with a U right?

utterance: No, it's m. i. g. e. l.

utterance: Okay, sorry about that. Got it, Migel. I'll #eh, need your birthdate and your phone number, please.

utterance: What for?

utterance: Well, to cancel your plan Sir, I'll need both information.

utterance: Oh, sorry about that. I had my guard up for no reason .

utterance: It's okay, I understand .

utterance: , okay, my date of birth is November twenty sixth, nineteen ninety five.

utterance: #Hm, okay. Novemer twenty sixth, nineteen ninety five, got it. Your number, please.

utterance: Yea, my number is zero one eight five four four seven nine. My social security number is one one five six four two one eight nine.

utterance: #Hm, zero one eight five four seven nine? It's missing a number, can you repeat it please?

utterance: Sure, give me a second to confirm, okay, zero one eight five four four seven nine four.

utterance: Zero one eight five four four seven nine, okay gotcha. Give me a second.

utterance: #Hm.

utterance: #Um, sorry sir, I only need your phone number please.

utterance: I must have thought, well, okay then, sorry about that.

utterance: It's okay Sir and thanks for the info.

utterance: #Um, yea, sure.

utterance: You said you would like to cancel the automatic billing of your account?

utterance: Uh-huh, that's what I said.

utterance: Okay, may I ask if it's temporarily or permanently sir?

utterance: #Ah, permanently please.

utterance: Whoa, permanently? May I ask why, sir?

utterance: No reason, geez, I just want it canceled permanently.

utterance: #Hm, okay Sir. Just give a minute.

utterance: Huh, you've been saying that for a while now, please be fast about it.

utterance: So, mister Migel?

utterance: #Eh, I'm listening.

utterance: I just checked and cancelling of the automatic billing of your account won't be possible until a year has elasped.

utterance: What?!

utterance: Yes sir, it appears you asked for an automatic billing of your account for a particular length of years, am I right?

utterance: #Uh, you are. My bad.

utterance: Five years right?

utterance: Yes, five years.

utterance: Yep, sorry it won't be possile until #eh, two years has elapsed.

utterance: Oh no, what do I do now?

utterance: Well, that depends on you. I'm ready to help either way .

utterance: Okay I'd like to cancel my request then.

utterance: Give a minute while I do that.

utterance: #Hm.

utterance: This won't take long at all, I just need to okay gotcha.

utterance: Alright, I guess thats all.

utterance: #Um, yes sir.

utterance: Okay then. #Eh, thank you for your time.

utterance: You're welcome, always happy to help. Bye and have a nice day.

utterance: Okay, bye-bye and you too.


utterance: Thank you for calling Rivertown Insurance contact center. This is Mark. How can I help you today?

utterance: #Uh hi, Mark. I would like to get my car insured.

utterance: Alright, I can help you with that. May I please have your name.

utterance: Yes, my name is Alex.

utterance: Okay, I have Alex spelled a. l. e. x. and do.

utterance: Yes, that's correct and my last name is Robertson. That is r. o. b. e. r. t. s. o. n.

utterance: I have Alex Robertson. And Alex, are you already a customer of ours?

utterance: Yes. I have renters insurance through you.

utterance: So I need to pull up your account. Can I.

utterance: I already have my account pulled up on my laptop.

utterance: That's good. #Um can you give me your customer number.

utterance: Sure let me find it.

utterance: No problem. Take your time.

utterance: Okay, so I'm not able to find it. I I am in my account but all I see is my current renters insurance policy.

utterance: No problem. I can help you find that. Alex do you see your name in the top right-hand corner of the page?

utterance: Yes, I do. #Uh do you want me to click it?

utterance: Yes, please click your name. It should take you to your account page. And you'll

utterance: Oh, I see it! It's right underneath my name.

utterance: Yes, can I have that number please.

utterance: It is five eight five three one nine seven two.

utterance: Alright, that was five eight five three one nine seven two?

utterance: Correct.

utterance: Okay, and Alex can I have your date of birth.

utterance: March eighth nineteen ninety-nine.

utterance: That was March eighth nineteen ninety-nine?

utterance: Yes.

utterance: Okay, so I have your account information pulled up. What Kind of car do you need insurance for?

utterance: It's a blue Corvette. Chevrolet.

utterance: #Uh alright. I have a blue Chevrolet Corvette. And what is the year?

utterance: It's a two thousand seventeen.

utterance: Alright, two thousand seventeen.

utterance: Wait, no. It's a two thousand sixteen.

utterance: Two thousand sixteen?

utterance: Yes.

utterance: Okay, and can I.

utterance: Actually, this is taking too long and I have to go. Is there any way I can do this online?

utterance: Yes, actually there is.

utterance: Okay, because I was looking for that earlier but couldn't find it.

utterance: No problem, I can help you find that information. Please go to our website.

utterance: I'm already on the website.

utterance: Okay, you should see a tab for car insurance.

utterance: Yep, I just clicked on it.

utterance: Okay, so you will see the different types of insurance we offer.

utterance: Yes, I see those.

utterance: We have basic, preferred, and complete.

utterance: What's the difference between those?

utterance: So with basic auto insurance, you will.

utterance: Never mind. I see the descriptions here. I'm I will just read through these.

utterance: Okay, Alex, and once you read through them, you'll select which one is best for you and click enroll and follow the instructions on the page.

utterance: Sounds simple.

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

utterance: No, I have it from here.

utterance: Alright, well Alex thank you so much for calling, and have a good rest of your day.

utterance: Thanks, you too!


utterance: Thank you for calling Rivertown Insurance contact center. This is Alex speaking. How can I help you today?

utterance: #Um yes. Hi, this is Sarah. I would like to I need help creating an account.

utterance: I can help you with that, Sarah.

utterance: Okay. #Uh I don't have life insurance yet but I want time to look through everything with my husband.

utterance: That is totally fine. Once you create an account you'll be able to compare our plans.

utterance: Okay.

utterance: I need some information to create the account. Do you spell your first name s. a. r. a.?

utterance: It's with an h. So, s. a. r. a. h.

utterance: Got it. And Sarah what is your last name?

utterance: Carter. Thats c. a. r. t. e. r.

utterance: Alright. And Sarah what is your phone number?

utterance: Seven two eight nine five nine one.

utterance: And what is the area code for that phone number?

utterance: #Uh four one seven.

utterance: Just to confirm, that number was four one seven seven two eight nine five nine one?

utterance: Yes, that's correct.

utterance: Now I need need a security question for you. We have several.

utterance: I want to do the pet one.

utterance: Alright we have that one here. What is the name of your first pet?

utterance: Fluffy. #Uh that is f. l. u. f. f. y. She's a husky.

utterance: Got it. Fluffy That is such a cute name.

utterance: She just turned three and she has so much energy.

utterance: I bet. My neighbor had a husky and he was always covered in fur.

utterance: Yes they shed so much.

utterance: Alright, and I need your date of birth.

utterance: June twelfth eighteen eighty six.

utterance: Got it. And I need your address.

utterance: #Uh seven one three three Apple Pine Drive. And that is in Springfield, Missouri.

utterance: Okay just to confirm that's seven one three three Apple Pine Drive in Springfield, Missouri?

utterance: Yes.

utterance: And sarah what is your zip code.

utterance: It is six five eight oh three.

utterance: Alright that was six five.

utterance: I'm sorry we moved. Our current zip code is six five eight oh four.

utterance: That was six five eight zero four, correct?

utterance: Mhm, yes.

utterance: Okay, and the last thing I need is your social security number.

utterance: Okay, give me one second to get my card. I always forget some of the digits.

utterance: No worries. Take your time.

utterance: Okay, I'm back.

utterance: Alright Sarah, I am ready for that number.

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

utterance: That was seven zero eight three three two nine six one, correct?

utterance: Yes.

utterance: Alright, so your account is created. #Um you should be receiving an email soon with a link.

utterance: Yes, I got it.

utterance: So, click the link. You will set up a password then you'll be finished creating your account.

utterance: Yay!

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

utterance: No, that was it. Thank you so much.

utterance: No problem. Thank you for calling and have a great rest of your day.

utterance: Thanks, you too.


utterance: Thank you for calling Rivertown Insurance. My name is Rose, how may I assist you today?

utterance: Yeah you guys keep taking money out of my account and I didn't tell you you could do that. It's been this way for months.

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

utterance: Yeah. It's Dorothy d. o. r. o. t. h. y.

utterance: Thank you Dorothy, and your last name please?

utterance: Zbornak z. b. o. r. n. a. k.

utterance: Perfect. Thank you. Do you have your customer ID?

utterance: Jeez. You would ask for that. Give me a minute to find that.

utterance: Take your time.

utterance: Where would that even be?

utterance: It should be on the top left of your billing statement. It should be eight digits.

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

utterance: Thank you for that

utterance: No wait! It's one two three five four six seven eight.

utterance: Okay. I have you pulled up here. You stated that you had a question about your automatic payments?

utterance: Yeah I guess. You guys have been doing that every month and I didn't say you could. It's ridiculous.

utterance: I'm sorry about the confusion. It looks like you signed up for autopay on the thirteenth of February of this year.

utterance: No. No. I did not. I don't know know how you guys got that information but I did not.

utterance: Okay. I suggest that we go ahead and cancel it since you do not like the payments coming out automatically.

utterance: Yes. It needs to stop.

utterance: I understand. Will this be a permanent or temporary stop to your autopay?

utterance: What do you mean?

utterance: Would you like to just temporarily stop the automatic payments or do you want to cancel it altogether.

utterance: Do you not listen? I want it to stop.

utterance: Okay. So you want to cancel it permanently. Is that correct?

utterance: Yes.

utterance: I can definitely do that for you. Just to confirm I have your automatic payments cancelled permanently.

utterance: Okay. when is that effective?

utterance: It's effective as of today.

utterance: It better be. You guys better not take another dime out of my account unless I say you can.

utterance: I understand. Please keep in mind you will need to make a payment by the twenty fourth of this month to keep an active policy.

utterance: what do you mean? I already paid this month.

utterance: The last payment I see here was on the twenty fourth of last month for three hundred twenty five dollars.

utterance: That can't be right. You already took a payment.

utterance: let's see. It looks like we tried to take a payment on the twenty fourth of last month but your bank returned it. We re-ran the payment on the fifth of this month and it was successful.

utterance: Right so you got a payment this month.

utterance: No. The payment that we received this month was for your past due balance last month.

utterance: I don't think that's right

utterance: The payment for last month did not go through the first time. We had to run it again to collect it.

utterance: Oh I bet it was because I didn't have my check in there. so I still owe for this month?

utterance: Yes. A payment is due on the twenty fourth for three hundred twenty five dollars.

utterance: Fine. Just don't take it out automatically.

utterance: Yes. Your automatic payments have been cancelled effective today.

utterance: Okay.

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

utterance: I don't think so.

utterance: Well thank you for calling Rivertown Insurance.

utterance: You're welcome you have a nice day now.

utterance: You as well, goodbye.

utterance: Bye.


utterance: Hello, thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi, I would like to cancel my automatic billing please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Joyce Jenkins.

utterance: Thank you, miss Jenkins. Let me just find your account. Is that J.o.y.c.e?

utterance: Yes, and Jenkins is J.e.n.k.i.n.s.

utterance: Thank you, miss Jenkins. May I also please get your date of birth?

utterance: Yes, but, honestly, I am getting kind of frustrated at this point.

utterance: I am sorry.

utterance: I am calling to cancel my autopay because you all billed me twice in the same month!

utterance: Oh, no. I am sorry to hear that. Let me look into you account to see what is going on here.

utterance: Thank you.

utterance: I will need your date of birth to pull up the account though.

utterance: My date of birth is January eleventh nineteen seventy four.

utterance: Thank you. OK, here it is. For security reasons, miss Jenkins, I will need you to please verify your eight digit customer number.

utterance: Where would I find that?

utterance: You can find it on your most recent statement, the Rivertown Insurance website or on the Rivertown Insurance App.

utterance: OK, I have my account pulled up right here. I saw the two charges on my credit card statement and immediatly went to my account.

utterance: If you are in your Rivertown Insurance account the number should be on the top right side of the page.

utterance: Yes, I see it. It is two one six three.

utterance: Two one six three.

utterance: Eight four seven two.

utterance: Eight four seven two. Got it, thank you.

utterance: Sure.

utterance: OK, yes, here is your account. I do see that your account was billed twice. I am so sorry. I do not know why this happened.

utterance: Yes, it is very frustrating.

utterance: Let me clear this charge for you.

utterance: Thank you.

utterance: This will be refunded back to your credit card. I will also let our billing department know about this to avoid mistakes like this in the future.

utterance: Thank you.

utterance: I am sorry that this happened.

utterance: I just want to get the autopay turned off to avoid this hassle in the future.

utterance: Of course. I understand. I can turn that off for you. Do you want to receive a bill each month?

utterance: Yes, I want a bill in the mail each month and all credit card information in my file deleted.

utterance: Yes ma'am. I will update this.

utterance: I don't like getting paper bills. It is such an environmental waste. But if you are going to overcharge me that won't work either. Mailing the bill is my only option.

utterance: Yes ma'am. This is now updated. You will get a statement in the mail for your insurance each month.

utterance: Good.

utterance: Your next statement will be sent out on April sixth. You will then get a statement each month unless you decide to sign up for autopay again.

utterance: No, I will not be doing that. One mistake was enough!

utterance: I understand. And, again, I do apologize.

utterance: I know it is not your fault but having to call and take care of this is not how I want to spend my time.

utterance: Of couse. You are all set up now to receive one statement each month. We apologize for the inconvience.

utterance: Thank you.

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

utterance: No, that is all. But please do not let the billing department know about this. I don't want others to have the same problem.

utterance: Yes ma'am. I have already alerted them.

utterance: Thank you.

utterance: And thank you, miss Jenkins, for being a valuable member of the Rivertown Insurance family. I hope that you enjoy the rest of your day.

utterance: Thank you. Goodbye.

utterance: Bye, miss Jenkins.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. With whom do I have the pleasure of speaking with today?

utterance: My name is Emily.

utterance: Thank you, Emily. How can I help you today?

utterance: I live in an apartment and my lease is up. I need proof of my renter's insurance to to sign my new lease.

utterance: Of course. I can definintely help you with that. Thank you, Emily. And thank you for being a valuable customer of Rivertown Insurance.

utterance: Thank you.

utterance: Emily, may I please get your last name?

utterance: Yes, my last name is Edwards.

utterance: Is that E.d.w.a.r.d.s?

utterance: Yes, that is correct.

utterance: Thank you, Emily. Emily, may I also get your date of birth to pull up your account?

utterance: Yes, my date of birth is October first nineteen eighty six.

utterance: Thank you, Emily. Here is your account. For security reasons can you please verify the phone number on your account?

utterance: Yes, it is two one four three six eight one nine seven eight.

utterance: So that is two one four three six eight one nine seven eight?

utterance: Yes, correct.

utterance: Emily, can I also please get your customer number.

utterance: Um, where would I find that?

utterance: It would be on your most recent bill, on the Halo App or online in your Halo account.

utterance: I'm actually on the phone and away from my home and computer. I can't really look up anything right now.

utterance: Of course. We have a security question on file for you. We can verify your account that way.

utterance: Thank you, that would be better.

utterance: Here is your security question. Emily, what was the name of your second grade teacher?

utterance: My second grade teacher was miss Simpson.

utterance: Perfect, thank you for verifying your account with us Emily. Let me pull this up so I can get a copy of proof of your renter's insurance to you.

utterance: Thank you. How long will it take to get the copy?

utterance: We can mail this to your home address or email you a copy. Mailing will take two -five business days while email will arrive right away.

utterance: I think email will be better. I can then forward it straight to the leasing office.

utterance: Perfect. I can email you a copy of your renter's insurance.

utterance: Does that show the coverage amount?

utterance: Yes, it shows your declarations, liability protection and medical protection.

utterance: Thank you, that is exactly what I need. It also needs to have the name and address of my apartment complex on it.

utterance: To verify, what apartment name and address should be listed on the insurance?

utterance: It is the Blue Apartments at one three one State Avenue, Miami, Florida three three one zero one.

utterance: Yes, jut to verify, is that is Blue Apartments like b.l.u.e? And the address is one three one State Avenue, Miami, Florida three three one zero one?

utterance: Yes, exactly.

utterance: It is all set for The Blue Apartments. I can email this to you so that you can forward this to them?

utterance: That would be great. My email address is Emily at mail dot com.

utterance: So that is Emily at mail dot com, correct?

utterance: Yes, that is correct.

utterance: Thank you. If you like, I can send this right over so that you can make sure it arrives and has everything that you need.

utterance: OK, thank you. I will listen for the alert on my phone.

utterance: It should not take long.

utterance: Oh, there it is thank you. Let me just pull it up to check that it is all here. One second please will I look at my phone.

utterance: Of course. Take your time.

utterance: Yes, I just checked and this is exactly what I need to forward to my apartment office to sign my lease. Thank you.

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

utterance: No, that is all. Thank you. I really appreciate your help.

utterance: Of course. Thank you for being a valuable Rivertown Insurance customer. If we can ever help please do not hesitate to call.

utterance: Thank you. I will do that.

utterance: Thank you, Emily. Have a wonderful day. Bye.


utterance: Hello, thank you for calling Mustang Insurace. How may I help you today?

utterance: I would like to update my payment preferences please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Janet Jones.

utterance: Thank you, miss Jones. And thank you for being a valuable member of the Rivertown Insurance family.

utterance: Of course.

utterance: Let me just pull up your account. Is that J.a.n.e.t?

utterance: Yes, and Jones is J.o.n.e.s.

utterance: Thank you, miss Jones. May I also please get your date of birth to locate your account?

utterance: Sure, it is November eleventh nineteen seventy two.

utterance: That is November eleventh nineteen seventy two.

utterance: Yes.

utterance: Thank you, miss Jones. I found your account. For security reasons may I also please get your customer number?

utterance: What is a customer number?

utterance: It is an eight digit number that is unique to you and your account. We use this for security purposes so no one else can change or access your account.

utterance: OK.

utterance: You can find your customer number on your most recent statement, the Rivertown Insurance website under your account or in your account on the Rivertown Insurance app.

utterance: Uh, I don't have access to any of those.

utterance: That's OK. We can access your account a different way. May I please get your phone number?

utterance: Sure, it is four three one eight six five four seven three nine.

utterance: So that is four three one eight six five four seven three nine?

utterance: Yes.

utterance: Thank you, miss Jones. Can you also pleasure answer your security question that you have on file?

utterance: Um, OK, if I remember it.

utterance: What was the name of your second grade teacher?

utterance: Oh, gosh. Um, was it mister Mart?

utterance: Uh.

utterance: No, no, wait, that's not it. It was Mr., mister Martin. Yes, Martin, that's it.

utterance: Correct. Thank you, miss Jones.

utterance: Hard for me to remember things these days! It has been such a long time!

utterance: Now, I just need your social security number.

utterance: Sure. It is five one six eight six five one seven six.

utterance: So that is five one six eight six five one seven six?

utterance: Yes.

utterance: Thank you, miss Jones. Now I am in your account so we can make changes.

utterance: Thank you.

utterance: You want to update your payment preferences, correct?

utterance: Yes, that is correct. I would like to change from my checking account to my credit card for my autopay.

utterance: No, problem. I can get that all set up for you. I will just need your credit card number whenever you are ready.

utterance: Do you take American Express?

utterance: Yes, we do.

utterance: Great. The credit card number is six one three four seven.

utterance: Six one three four seven.

utterance: Eight five three nine two.

utterance: Eight five three nine two.

utterance: One zero zero four three.

utterance: One zero zero four three. So that is six one three four seven eight five three nine two one zero zero four three?

utterance: Yes, perfect.

utterance: Thank you, miss Jones. May I also please get the expiration date for the card?

utterance: Sure, it is February twenty twenty two.

utterance: So that is February twenty twenty two?

utterance: Yes.

utterance: Thank you, miss Jones. Finally, I just need the CVV number on the back of the card.

utterance: OK. It is one four three seven.

utterance: One four three seven?

utterance: Yes.

utterance: Thank you, miss Jones. I have all that information saved on your account. The credit card ending in one zero zero four three will now be your method of payment.

utterance: Thank you.

utterance: This will start with your next bill that is due on March fourth.

utterance: Will this still be an autopay?

utterance: Yes ma'am. Your account will stay pay each month through autopay.

utterance: Is there an additional fee for paying by credit card?

utterance: No ma'am. Your bill will be the same amount each month.

utterance: Wonderful, thank you. So glad this is all set.

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

utterance: Thank you for being a valued member of the Rivertown Insurance family. Have a good rest of your day, miss Jones.

utterance: Bye.


utterance: Hello. Thank you for calling Rivertown Insurance. How can I help you?

utterance: I would like to create an account please.

utterance: Of course. I can help you with that. We will just need to get some basic information. With whom do I have the pleasure of speaking with today?

utterance: My name is Hannah.

utterance: Thank you, Hannah. And thank you for being a valuable Rivertown Insurance customer. Hannah can I please get your full name?

utterance: Sure. It is Hannah Davenport.

utterance: Thank you, Hannah. Is that H.a.n.n.a.h?

utterance: Yes, that is correct.

utterance: And is Davenport D.a.v.e.n.p.o.r.t?

utterance: Yes, that is also correct.

utterance: Thank you, Hannah. Hannah, may I please get your phone number?

utterance: Sure. It is eight one three.

utterance: Eight one three.

utterance: Five six eight.

utterance: Five six eight.

utterance: Two one three nine.

utterance: Two one three nine. So that is eight one three five six eight two one three nine?

utterance: Yes, that is correct.

utterance: Thank you, Hannah. Hannah I will also need you to set up a security question for your account.

utterance: OK.

utterance: There are a few choices. The name of your elementary school or the street where you grew up.

utterance: I will do the name of my elementary school.

utterance: Thank you, Hannah. What is the name of your elementary school?

utterance: It is Lakeside Academy.

utterance: Thank you, Hannah. Is that L.a.k.e.s.i.d.e?

utterance: Yes.

utterance: Great. Do you want Lakeside Academy to be two words or all one word for the answer?

utterance: Uh, two words?

utterance: Thank you. I will add this to your account. You can then also use this to log in through the Rivertown Insurance website or App.

utterance: Perfect, thanks.

utterance: Do you want the L in Lakeside and the A in academy to be capitalized?

utterance: Yes, please.

utterance: OK. So that is Lakeside Academy. Two words with a capital L in Lakeside and a capital A in Academy.

utterance: Yes, that is great.

utterance: Thank you, Hannah. Now I need to add your date of birth.

utterance: Sure. It is May tenth nineteen eighty-one.

utterance: So, that is May tenth nineteen eighty-one?

utterance: Correct.

utterance: Got it. We also need to address your address. Hannah, may I please get your address?

utterance: Yes. My address is one three six Oak Street in Austin, Texas. The zip is seven eight seven zero five.

utterance: Thank you. I've got one three six Oak Street. Is that O.a.k?

utterance: Yes.

utterance: Thank you. Austin, Texas seven eight seven zero five?

utterance: Perfect.

utterance: Great. Finally, Hannah, I will need your social security number for your account.

utterance: OK. It is five one nine.

utterance: Fine one nine.

utterance: Eight three.

utterance: Eight three.

utterance: Six seven two one.

utterance: Six seven two one. So that is fine one nine eight three six seven two one?

utterance: Yes, that is correct.

utterance: Thank you, Hannah. I have your account all set up.

utterance: Wonderful, thank you!

utterance: If you would like to make any changes you can call us back or visit the Rivertown Insurance website or download the app.

utterance: OK.

utterance: You can then log in using the phone number provided or create a username and password using an email address.

utterance: Thank you. I will do that.

utterance: Wonderful. Hannah, is there anything else that I can help you with today?

utterance: No, that is all. Thank you. I really appreicate your help.

utterance: Thank you, Hannah. And thank you for being a valued member of the Watertown family. Enjoy the rest of your day.


utterance: Hello, thank you for calling Rivertown Insurance. This is Lisa. How can I help you today?

utterance: I am interested in getting health insurance.

utterance: Wonderful. Thank you. I can certainly help you with that. May I get your name please?

utterance: Mary.

utterance: Thank you, Mary. How are you today, Mary?

utterance: I am doing well. How are you?

utterance: I am doing well, too. Thank you for asking. So, Mary, is this health insurance for you or for a family?

utterance: The health insurance will be just for me. I had health insurance through my employer but now work independently.

utterance: That's great. We definitely have plans that can work for you.

utterance: In my old plan I was able to get coverage right away. Will I be able to do that with you all?

utterance: Yes, we offer enrollment that is open all year. So you can pick your start date and have coverage start that day.

utterance: That is a relief.

utterance: Yes, we just have to set up your enrollment. Folliwng that, your coverage would go into effect.

utterance: What information do you need for the application?

utterance: To start your name, date of birth, social security number, address and answers to a few basic health questions.

utterance: OK. Do I have to do that over the phone or could I complete the enrollment process online?

utterance: Either way. We can do whatever works best for you.

utterance: I think I would like to get more preliminary information about your plans before I apply. Is that OK?

utterance: Definitely. We offer several types of plans. Some of our plans include things like dental and vision.

utterance: I think I would like a plan that includes health, dental and vision.

utterance: Perfect. We offer our basic Apple plan that covers health, dental and vision with many doctors in our network.

utterance: That sounds good.

utterance: I would need to get your zip code to check prices and the doctor network in your area.

utterance: My zip code is seven eight seven zero five.

utterance: Thank you. Let me just look this up really quickly to get rates and information for your area.

utterance: Yes, I love living in Austin. We have some great doctors here. I hope they will be in your network.

utterance: Yes, here is our basic Apple plan for that area in Austin. Plans starts at two hundred and fifty dollars per month for health, dental and vision.

utterance: How much is the deductible?

utterance: Your out of pocket maximum would be seven thousand per year.

utterance: OK, that's not too bad.

utterance: Were you interested in a higher or lower deductible?

utterance: Probably a higher deductible with lower monthly costs. I am in good health and do not go to the doctor often.

utterance: We have our Apple Catastropic Plan. This would be a hundred and fifty dollars per month with a nine thousand dollar deductible.

utterance: That might be good for me.

utterance: You would have a six zero four zero copay for doctor visits and we offer free virtual health care visits through Apple Health.

utterance: Really?

utterance: Yes, you can log into your account on Apple Health and set up an urgent or primary virtual health visit.

utterance: And all the virtual visits would be free?

utterance: Yes, the virtual visits are free since they are through our Apple Health Virtual Care Team.

utterance: That's awesome.

utterance: Do you have many prescriptions? We do offer different plans for different prescription needs.

utterance: No, I do not have any prescriptions really.

utterance: OK, then the Apple Catastrophic might be a good plan for you. Let me see what hospitals are in your network.

utterance: Thank you.

utterance: It looks like in Austin we work with Seton Medical Center and St. David's. These would be in your network.

utterance: What exactly does that mean? How are the prices different?

utterance: If it is in your network the visit counts toward your deductible and you have a copay. Out of network is not covered.

utterance: Oh, gotcha.

utterance: Unless it is an emergency. Then you would be covered at any hospital.

utterance: That makes sense. How long would my policy be good for? Do I have to sign a contract?

utterance: Our policies are for a minimum of thirty days. You can also keep your policy for up to two years.

utterance: What if I have an employer and get health insurance through them again?

utterance: You can cancel your policy at anytime after thirty days or if you have a life event.

utterance: Would there be a fine or penalty for this?

utterance: No, you can cancel anytime there is a life event with no penalty.

utterance: Would I just go online and cancel? Or do I need to call?

utterance: You can go online. Once you enroll you would have an active account with all your information.

utterance: What is the website for the application?

utterance: You would go to AppleHealth dot com and the enrollment link is on the top right of the page.

utterance: Let me see if I can find it. I am on my computer now.

utterance: OK, great.

utterance: Oh, I see it. There it is. How long after I fill this out will I know about insurance?

utterance: Right away. Then you will need to pay your first premium to active the insurance.

utterance: Do you send an insurance card in the mail?

utterance: Yes, you will receive an insurance card in the mail. If you need to go to the doctor before the card arrives you can print one out from the website.

utterance: How do I pay for the insurance? Do you have autopay?

utterance: Yes, we have autopay. You can add a credit card to your account to have the bill autopay each month.

utterance: Perfect.

utterance: We would just need your credit card number, expiration date and CVV. Do you want to complete the enrollment process now?

utterance: Thank you. I see it here and all the information that you need. I can fill it out online.

utterance: Do you have any questions for me to help you with the enrollment process?

utterance: No, thank you. You have been very helpful. I really appreciate it.

utterance: Of course. If you have any issues when filling out the application our phone line is always open to help.

utterance: Thank you. I will keep that in mind and call you all back if I need anything.

utterance: Perfect, thank you, Mary. Is there anything else that I can help you with today?

utterance: No, I think that is all.

utterance: Great! Well, thank you for calling Apple Health. We hope that you will be part of the Apple Health family soon.

utterance: Thank you. Have a good day.

utterance: You too.

utterance: Bye.

utterance: Bye, Mary.


utterance: Hello, thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hello, I would like to add a dependent to my health insurance please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Wendy Porter.

utterance: Thank you, miss Porter. And thank you for being a valued Rivertown Insurance customer.

utterance: Of course. My son lost his job and needs insurance. I am hoping to add him to our family plan.

utterance: Sure. Let's see what we can do. miss Porter is your first name Wendy, W.e.n.d.y?

utterance: Yes, and my last name is Porter, P.o.r.t.e.r.

utterance: Thank you, miss Porter. May I also please get your date of birth to pull up your account?

utterance: Yes, my date of birth is July sixth nineteen sixty four.

utterance: Thank you, miss Porter. Let me just find your account. For securtiy reasons can you also please verify your customer number?

utterance: Yes, I have that right here on my bill.

utterance: Great, whenever you are ready.

utterance: It is eight one six four seven three two nine.

utterance: So that is eight one six four seven three two nine?

utterance: Correct.

utterance: Thank you, miss Porter. I have your plan pulled up here. And you want to add your son to the plan?

utterance: Yes, please.

utterance: And what is his name?

utterance: His name is William Porter.

utterance: So that is W.i.l.l.i.a.m?

utterance: Yes, correct.

utterance: And what is William's date of birth?

utterance: It is October first nineteen ninety seven. He is twenty two.

utterance: Thank you, miss Porter. May I also please get his social security number?

utterance: Sure. It is six two eight one three five six eight one.

utterance: That is six two eight one three five six eight one?

utterance: Yes.

utterance: Does he live at your address? Or is he at a different address?

utterance: He just moved back home so same address.

utterance: Thank you, miss Porter. I will need to ask just a few quick health questions about your son.

utterance: OK.

utterance: Does your son use any tobacco products?

utterance: No.

utterance: Has your son been hospitalized for any medical treatments during the past tweleve months such as surgeries or treatments requiring an overnight stay?

utterance: No.

utterance: Thank you, miss Porter, for that information. We can add your son to your family plan.

utterance: Wonderful.

utterance: When would you like to start his coverage?

utterance: As soon as possible.

utterance: We can set it up to take effect today, July twentieth.

utterance: That would be great.

utterance: This will increase your monthly payments by fifty dollars per month.

utterance: OK.

utterance: July will be prorated so this will factor onto your next bill. So your August bill will be for all of August plus the end of July.

utterance: OK, that is fine. Will my son have access to the same doctors and networks that I do?

utterance: Yes, he will have access to all of these doctors. His preventive care will be free and he also has access to our virtual care team at no cost.

utterance: That is good to know. Thank you. I have really liked using the virtual doctor visits. They are free and so much easier.

utterance: Yes, our customers seem to like our virtual health team.

utterance: And now my son can use it too!

utterance: Yes ma'am. You and your son are all set. Is there anything else that I can help you with today?

utterance: No, that is all. Thank you for your help.

utterance: Thank you, miss Porter. And thank you for choosing Rivertown Insurance. Enjoy the rest of your day.

utterance: You too. Bye.

utterance: Bye, miss Porter.


utterance: Hello, thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hi, I would like to remove a dependent from my health insurance plan, please.

utterance: Of course. I can help you with that.

utterance: He is twenty-four and got a job. Now he has his own insurance.

utterance: Certainly. With whom do I have the pleasure of speaking with today?

utterance: My name is Carrie Owens.

utterance: Thank you, miss Owens. And thank you for being a valuable member of the Rivertown Insurance family.

utterance: Of course.

utterance: Let me just pull up your account. Is that Carrie C.a.r.r.y?

utterance: No, it is C.a.r.r.i.e.

utterance: I apologize for my mistake. Thank you, miss Owens.

utterance: No problem. And Owens is O.w.e.n.s.

utterance: Thank you, miss Owens. May I also please get your date of birth?

utterance: Sure it is May fifth nineteen sixty.

utterance: So that is May fifth nineteen sixty.

utterance: Yes, correct.

utterance: Thank you, miss Owens. May I also please get your customer number?

utterance: That is on my bill correct?

utterance: Yes ma'am.

utterance: Perfect. I pulled a bill to see how much our new bill would be moving forward.

utterance: The customer number should be at the top right corner of the statement.

utterance: Yes, I see it. It is four three six one two five seven three.

utterance: So that is four three six one two five seven three?

utterance: Correct.

utterance: Thank you, miss Owens. And, Ms.Owens, which dependent are we removing from the policy?

utterance: My son Jake.

utterance: So that is Jake Owens?

utterance: Correct.

utterance: miss Owens, can you please verify his date of birth for me?

utterance: Yes, it is March second nineteen ninety six.

utterance: Thank you, miss Owens. I am not currently seeing this name and birthdate matching on your account.

utterance: Oh, yes! Sorry!! His full name is William Jake but he goes by Jake since his dad is also William.

utterance: Yes, there he is. Thank you, miss Owens. So we are removing William Jake Owens from your plan?

utterance: Yes, that is correct.

utterance: When would you like for this to be effective?

utterance: He started his new job today. So it can be effective today.

utterance: So we will remove William Jake Owens effective today, July ninth?

utterance: Yes, please.

utterance: Thank you, miss Owens. This will just take one minute to process.

utterance: OK.

utterance: Thank you for waiting. You are all set. William Jake Owens is no longer a dependent on your family's health insurance.

utterance: Thank you.

utterance: Since you already paid your monthly payment for July, you will see a credit on your August statement.

utterance: OK.

utterance: Your monthly premiums will also now be fifty dollars less each month starting with your August statement.

utterance: Thank you.

utterance: You will have the same benefits on your plan and can add or remove dependents in the future if eligible.

utterance: Thank you. Am I able to check all of this online?

utterance: Yes, ma'am. You can log into your Rivertown Insurance account on the website or use the Rivertown Insurance app.

utterance: And I just need my email address to log in? Owens family at gmail dot come.

utterance: Yes, that is the email address we have on file. It will log you into both the Rivertown Insurance website and app.

utterance: Perfect, thank you so much.

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

utterance: No, that is all. Thank you. I really appreciate your help.

utterance: Thank you for being a valued member of the Rivertown Insurance family. Please enjoy the rest of your day.

utterance: Thank you. Bye.

utterance: Bye, miss Owens.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. This is Edith. How may I help you?

utterance: Hi, Edith. I would like to cancel my health insurance, please.

utterance: Of course, I can help you with that. First, thank you for being a valued Rivertown Insurance customer.

utterance: Of course.

utterance: May I get your full name please?

utterance: My name is Emily Edwards.

utterance: Is that E.m.i.l.y?

utterance: Yes, and Edwards is E.d.w.a.r.d.s.

utterance: Thank you miss Edwards. Could I also please get your date of birth?

utterance: Yes, it is March second nineteen eighty five.

utterance: Perfect, March second nineteen eighty five. Your account is pulling up now. For security reasons may I please get your customer number?

utterance: Um, where would I find that?

utterance: On your most recent bill, the Halo app or on the Rivertown Insurance website.

utterance: Oh, OK. I have the app. I tried to cancel the plan through the app but couldn't. Let me look at the app. One second please.

utterance: Sure, of course. Take your time.

utterance: OK, I see my customer number. It starts with a six?

utterance: Yes, it should be eight digits long.

utterance: OK, my customer number is six four seven three one six five eight.

utterance: So that is six four seven three one six five eight?

utterance: Yes, correct.

utterance: Great, thank you miss Edwards. Let me just pull up your account.

utterance: Thank you.

utterance: I see all of the details here. It looks like we received your last payment last week and your account is up to date.

utterance: Yes, I got a new job and will have health insurance with my employer. So I no longer need this plan.

utterance: Of course, do you know when the new plan will go into effect.

utterance: It will start on July first.

utterance: OK, we can keep your policy good through June thirtieth.

utterance: That would be perfect.

utterance: OK, so your plan will end at midnight on July first. You will still be responsible for your upcoming June payment.

utterance: OK.

utterance: After that, your account will be closed.

utterance: Will there be any penalty or fee for closing my account?

utterance: No, there is no fee for ending your coverage. I see you also have vision and dental plans through Halo. Did you want all your plans canceled at midnight on June thirtieth? Or just your health plan?

utterance: I am also getting dental and vision through my new employer. I would like to cancel these plans as well.

utterance: Sure, thing. Let me just take a moment to update the record. One second, please.

utterance: Of course.

utterance: OK, I now have your account updated to end your health, vision and dental insurance at midnight on June thirtieth.

utterance: Thank you. If my employment changes am I able to get my Rivertown Insurance back?

utterance: Yes, you can re-enroll at anytime.

utterance: So you do not have an open enrollment period?

utterance: No, we do no have a specific encrollment period. You can enroll at anytime during the year.

utterance: Thank you. When will I know that my account has been updated?

utterance: I have changed the account information on our end. It might take twenty four hours to process.

utterance: So if go back into the Halo app or log onto the Halo website my account will show my termination date?

utterance: Yes, that should all be updated within twenty four hours. If it is not please call us back.

utterance: Are you able to cancel insurance on the app or online? I just did not see it?

utterance: You can but you are all set now in the system. In the app it is under the account settings.

utterance: Oh, I was looking under privacy and security. That is why I did not see it. I am sorry.

utterance: No, no that is why we are here. You can call us anytime to help.

utterance: Thank you. I really appreciate it.

utterance: No, that is all. Thank you.

utterance: Thank you, Emily. And thank you for being a valuable customer for Rivertown Insurance. Enjoy the rest of your day.


utterance: Hello, thank you for calling Rivertown Insurance. How may I help you today?

utterance: Hello, I would like to check the status of my payment please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Emily David.

utterance: Thank you, Emily. And thank you for being a valuable member of the Rivertown Insurance family.

utterance: Of course.

utterance: Let me just pull up your account. Is your last name spelled D.a.v.i.d?

utterance: Yes, that is correct.

utterance: Thank you, miss David. miss David, may I also please get your date of birth?

utterance: Sure, it is February eigth nineteen eighty.

utterance: So that is February eight ninetween eighty?

utterance: Correct.

utterance: Thank you, miss David. May I also please get your customer number?

utterance: Is this on my bill?

utterance: Yes ma'am.

utterance: OK, because I just got another bill in the mail from you all. Which is strange since I paid the first one I got.

utterance: Sometimes a second bill will send when the first one hasn't processed yet.

utterance: OK.

utterance: We can check on this for you. The customer number should be an eight digit number on the top right of the statement page.

utterance: Yes, I see it.

utterance: Great, thank you. Whenever you are ready.

utterance: OK. The number is four three six two eight five three seven.

utterance: That is four three six two eight five three seven?

utterance: Yes, that is correct.

utterance: Thank you, miss David. Let me just pull up your account. One moment please.

utterance: OK.

utterance: Yes, I see your account information here. Your last bill was sent out on May twentieth.

utterance: I really think I paid that one.

utterance: Did you send it back through the mail?

utterance: Yes, I sent a check back in the mail. I do this every month.

utterance: Well, it may not have gotten here yet. And once it arrives, it can take a few days to process.

utterance: Yes, Memorial Day might have slowed the mail as well.

utterance: Certainly. Your second bill was sent out on May twenty ninth.

utterance: OK, when will I know when or if you get my first check?

utterance: You can call us back or log into your account through the Rivertown Insurance website or app.

utterance: What if it got lost in the mail? I guess I could call my bank to see if they know anything? When will this be past due?

utterance: You have until June seventh to make your payment. It is not late at this point.

utterance: OK, maybe I should call the bank and stop the check. I am worried that it got lost in the mail. How else can I pay?

utterance: You can pay over the phone with a check or credit card. You can pay using a credit card or check on the Rivertown Insurance website or app.

utterance: Great. So as long as I pay before the seventh then my payment will not be late?

utterance: Yes ma'am, that is correct.

utterance: Maybe I will give the check a few more days to arrive. Maybe the mail is just slow or it is temporarily lost.

utterance: Sure.

utterance: And today is the second. I can call my bank on the fifth to check on the status and then cancel the check if needed.

utterance: OK.

utterance: I will then call back to pay you all over the phone or log in to my account to pay. Is my log in my email address?

utterance: Yes ma'am.

utterance: Is the email that you have on file for me Emily David at gmail dot com.

utterance: Yes, that is the email address that we have on file for you. That will log you in to both the Rivertown Insurance website and app.

utterance: Perfect, thank you. I will wait a few more days and then make sure I get my payment in by the seventh.

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

utterance: No, that is all. Thank you for all your help.

utterance: Of course. And thank you for being a valuable member of the Rivertown Insurance family. Please enjoy the rest of your day.

utterance: Thank you. Bye.

utterance: Bye, miss David.


utterance: Hello, thank you for calling Rivertown Insurance. How may I help you today?

utterance: I would like to update the address on my account please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Anne Jones.

utterance: Of course.

utterance: Let me find your account so that we can change your address. miss Jones do you spell your first name A.n.n.e?

utterance: Yes, that is correct. And Jones is J.o.n.e.s.

utterance: Perfect. Thank you miss Jones. Can you also please give me your date of birth?

utterance: Sure. It is June first nineteen eighty.

utterance: June first nineteen eighty?

utterance: Correct.

utterance: Thank you, miss Jones. I found your account. For security purposes can you please give me your customer number?

utterance: Um, where would I find that?

utterance: You can find your customer number on your latest statement, the Rivertown Insurance website or the Rivertown Insurance app.

utterance: OK, I have the app on my phone. Let me log in and find my customer number. One minute please.

utterance: Of course, thank you. Please take your time.

utterance: All right, I am back. I got my customer number.

utterance: Thank you. I am ready whenever you are.

utterance: OK, the number is three four three two eight six seven nine.

utterance: Is that three four three two eight six seven nine?

utterance: Yes.

utterance: Thank you, miss Jones. I can now make changes to your account. You want to change your address, correct?

utterance: Yes, please.

utterance: miss Jones what will be your new address?

utterance: My new address will be three one three one Magnolia Lane.

utterance: That is three one three one Magnolia M.a.g.n.o.l.i.a Lane?

utterance: Yes.

utterance: May I please get the city and state?

utterance: This in Atlanta, Georgia.

utterance: Thank you, miss Jones. And what is the zip code?

utterance: The zip code is three three one zero one.

utterance: I have three three one zero one. Is that correct?

utterance: Yes, it is.

utterance: Thank you, miss Jones. When would you like for your new address to take effect?

utterance: We are moving next week. How about next Friday?

utterance: You would like this to take effect next Friday, July tenth?

utterance: Yes, that would be perfect. Thank you.

utterance: All right, miss Jones. I have this set up to take effect next Friday, July tenth.

utterance: Great.

utterance: I see you are set up for autopay. Your account is up to date.

utterance: Thank you.

utterance: I see that you have auto insurance with us. We also offer life insurance if you might be interested?

utterance: Oh, thank you. I am too busy with the move right now to think about that.

utterance: Of course, I understand.

utterance: Can I look at that on the app?

utterance: Yes, you can find information about life insurance on the Magnolia app. You will save each month if you have the auto and life policy.

utterance: OK.

utterance: You can also check your address and contact information on the app.

utterance: Oh, great. Thank you. I will check that too. Is it under account setting or privacy and security?

utterance: It will be under account settings.

utterance: Perfect. Thank you so much.

utterance: Of course. Is there anything else that I can help you with today?

utterance: No, that is all. Thank you so much for your help.

utterance: Thank you, miss Jones. And thank you for being a valuable member of the Rivertown Insurance family. I hope you enjoy the rest of your day.

utterance: Thank you. Bye.

utterance: Bye, miss Jones.


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

utterance: Yes I need to change the way I pay you guys.

utterance: Okay! I'd be more than happy to help with that. Let's start with your first and last name.

utterance: My first name is Elton and my last name is Green.

utterance: So that's Elton e. l. t. i .n?

utterance: No it's e. l. t. o. n.

utterance: My mistake, I apologize for that. Do you have your customer ID handy mister Green?

utterance: I do not. If you can hang on for a few seconds I can get it.

utterance: not a problem. Take your time.

utterance: I have my bill here but I don't see it on here

utterance: It should be in the top left corner and it should be eight numbers.

utterance: Oh! There it is.

utterance: Perfect, what's that number?

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

utterance: Great. Let's get you pulled up here. It looks like your email is elton green at yahoo dot com. Is that still accurate?

utterance: Yes that's correct.

utterance: Perfect. So you'd like to change your payment information. right now it looks like you're paying by credit card

utterance: Yes I just need to change the card I'm paying with.

utterance: I understand.

utterance: Do you guys accept payment by routing and account number as well?

utterance: Yes. We offer payments by credit card or by using your bank account to make it easy on you.

utterance: Okay that's good to know.

utterance: Yes and keep in mind that you can always change your payment method online as well.

utterance: Great, thanks.

utterance: What is the new card number that you would like to pay with?

utterance: it's one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen.

utterance: Thanks for that. Can you provide the expiration date and the security code on the back?

utterance: Yes the expiration date is twelve of twenty twenty four and the security code is three two one.

utterance: Perfect. I went ahead and got that updated in our system. was there any other questions I could answer for you?

utterance: Yes. Can you tell me when that will be active?

utterance: Absolutely. It should be active immediately and your next bill will be charged to that card.

utterance: Okay. When is that due?

utterance: it looks like your next bill is due on the twenty fourth of July.

utterance: And it will go to the new card? How much is it?

utterance: Yes it will go to the new card ending in fourteen fifteen sixteen and the amount looks like it's three twenty five.

utterance: Okay that shouldn't be an issue. I hate updating these things. I'm always scared I'm going to lose the cards somewhere like I did my last one.

utterance: I get that. It's never a good feeling when you've lost a credit card. Hopefully nothing bad happened.

utterance: No everything has been easy so far.

utterance: That's great to here. Was there anything else I could help you with today?

utterance: yes actually I just have one more question. What's the difference between paying with a card and my bank account?

utterance: Paying with a card usually processes faster where as your bank account may take a few days to process.

utterance: Oh okay that makes sense.

utterance: were you still wanting to leave it as the new credit card?

utterance: Yes that's fine. I don't think I want to add a bank account right now.

utterance: Okay great. Was there anything else?

utterance: No, I think you've answered everything.

utterance: Perfect. Well please enjoy the rest of your day.

utterance: You too.

utterance: Goodbye

utterance: Bye.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. With whom do I have the pleasure of speaking with today?

utterance: My name is Katherine.

utterance: Thank you, Katherine. How are you today?

utterance: I am doing well. How are you?

utterance: I am doing well, too. It is a Friday, so I cannot complain!

utterance: I hear you!!

utterance: Katherine, how can I help you today?

utterance: I would like to change the password on my account that I have for pet insurance.

utterance: My husband and I got divorced. I got the dog, so I want to change the password since this is strictly my account now.

utterance: Let's see, Katherine can you please tell me your last name?

utterance: Yes, it should be under Katherine Markham.

utterance: Is that C.a.t.h.e.r.i.n.e?

utterance: No, it is Katherine with a K not a C.

utterance: Oh, my apologies. Thank you, so K.a.t.h.e.r.i.n.e.

utterance: Yes, that is correct.

utterance: Is Markham M.a.r.k.h.a.m?

utterance: Yes.

utterance: Thank you, miss Markham. Let me pull up your account. May I also please get your date of birth?

utterance: It is January ninth nineteen eighty.

utterance: Thank you, January ninth nineteen eighty. Yes, here is your account. For security reasons may I please get your customer number?

utterance: Sure, but where would I find that? I don't think I know that?

utterance: You would find your customer number on your most recent bill, the Rivertown Insurance app or online in your Rivertown Insurance account.

utterance: OK, I have all of my documents from the divorce here on my desk. Let me find the most recent bill. One minute, please.

utterance: Of course, please take your time.

utterance: Ah, here it is. All my files are color-coded. Now where is my customer number?

utterance: It should be towards the top of the page on the right side. It is an eight digit number.

utterance: Got it. My customer number is three one six four two seven eight nine.

utterance: Thank you. So that is three one six four two seven eight nine?

utterance: Yes, that is correct.

utterance: Perfect. And here is your account. Now, let's change your password.

utterance: Yes, please. My previous password was my now ex-husband's name. I don't want that anymore.

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

utterance: I would like for it to be Daisy. That is the name of my dog.

utterance: Is that D.a.i.s.y?

utterance: Yes, that is how it is spelled.

utterance: Great, but your password needs to be at least eight characters or letters.

utterance: OK, how about Daisy Markham?

utterance: With Markham spelled the same as your last name?

utterance: Yes, please.

utterance: Do you want a space between Daisy and Markham?

utterance: No, let's do all one word.

utterance: OK, should the D in Daisy and the M in Markham be capitalized?

utterance: Yes, let's capitalize the D in Daisy and the M in Markham.

utterance: Got it. So your new password is DaisyMarkham, all one word with a capital D in Daisy and capital M in Markham.

utterance: That is perfect! If I forget this password or need to change it again should I call you back?

utterance: You can or you can go to the Rivertown Insurance website at Rivertown Insurance dot com and log in to your account to reset or change your password.

utterance: How do I log in?

utterance: You would just use need your email address.

utterance: Is that Katherine Markham at gmail dot com?

utterance: Yes, that is the address that we have on file for you. You can also use this to log into the app to make any changes to your account.

utterance: Thank you, Daisy and I are most appreciative!

utterance: Of course. Thank you for being valuable Rivertown Insurance customers. Is there anything else that I can help you with today?

utterance: No, that is all. Thank you for all your help.

utterance: Please do not hesitate to call if we can help again. I hope that you and Daisy enjoy the rest of your day.

utterance: Thank you, bye.

utterance: Bye, Katherine.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. My name is Jane. How can I help you?

utterance: Thank you. I would like to change the security question on my account please.

utterance: Of course. With whom do I have the pleasure of speaking with today?

utterance: My name is Stacy.

utterance: Thank you, Stacy. May I please get your last name?

utterance: Yes, it is Armstrong.

utterance: OK, so that is Stacy. S.t.a.c.y?

utterance: Yes, correct.

utterance: And Armstrong is A.r.m.s.t.r.o.n.g?

utterance: Yes.

utterance: Thank you. And may I also please get your date of birth?

utterance: My date of birth is February seventh nineteen seventy.

utterance: Thank you. I am pulling up your account, Stacy. Stacy, can you please verify your phone number on the account please?

utterance: Yes, I think it is three one eight seven two six five four eight seven.

utterance: Thank you. Here is it is. Stacy, for security reasons can you also please verify your customer number.

utterance: I'm not sure I know that. Where would I find it?

utterance: You can find it on your most recent bill, online in your Halo account or on the Halo App.

utterance: Hold on. I am sitting at my computer. Let me put my phone on speaker and see if I can pull up the account. Is the website Rivertown Insurance dot com?

utterance: Yes, that is exactly the address. Your log in will be at the top right corner of the screen.

utterance: OK, I am on the website and clicking at the top of the screen. Oh, there is the log in page. Got it.

utterance: Your log in should be an email address and password.

utterance: Yes, I have all this information stored on my computer. Which ended up being my mistake. My computer got hacked.

utterance: Oh, I am so sorry.

utterance: Yes, that is why I am calling to change my security question. I guess I will need to change this password as well.

utterance: We can definitely take care of that for you.

utterance: I am in my account now. Can I change my security question here as well?

utterance: Yes, there should be an account setting menu on the left side of the screen.

utterance: Oh, I see it. I think under this menu I should go to privacy and settings?

utterance: Yes, exactly. Click there and then you will see the security questions menu on the left side.

utterance: Here it is. I see my old question. There is an option to delete it?

utterance: Yes, please hit the delete button in red under the question. Then, it will prompt you to create a new question.

utterance: Got it. Clicking delete. Yes, I want to delete. OK, it is deleted. Now I will make my new question.

utterance: Perfect. This will update on our end as well.

utterance: So now the previous question is completely gone?

utterance: Yes, it will be final as soon as you click save after creating a new security question.

utterance: OK, let me choose my security question and create an answer.

utterance: Take your time.

utterance: Thank you. OK. I think I've got it. Now I just click the green save button on the bottom right of the screen?

utterance: Yes, please click save and then your new question will be saved to your account.

utterance: Got it. Done. So glad to have that fixed after my computer was hacked. Can I also change my password through the privacy menu?

utterance: Yes, you can change your account password through the privacy and security menu.

utterance: Oh, I see it here now that the security question has been saved. Thank you. I've got it. I can change my password.

utterance: Would you like me to help with that?

utterance: No, thank you. Now that I know where everything is I can change this.

utterance: Wonderful. Can I help you with anything else today?

utterance: No, you have been great. Thank you. I really appreciate your help. Changing all of this has been such a hassle!!

utterance: I can only imagine. I am so sorry. Rivertown Insurance is always here to help. Please call us anytime to assist.

utterance: I will do that thank you.

utterance: Thank you, Stacy. I hope that you have a great day.

utterance: You too, thank you. Bye.

utterance: Bye.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. This is Sarah. How may I help you?

utterance: Hello, Sarah. I would like to cancel my auto insurance.

utterance: I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Tracy.

utterance: Thank you, Tracy. And thank you for being a valued Halo customer.

utterance: Of course.

utterance: Tracy, may I please get your last name?

utterance: Yes, it is Miller.

utterance: Is that Tracy, t.r.a.c.y?

utterance: Yes.

utterance: And Miller is m.i.l.l.e.r?

utterance: Yes, that is correct.

utterance: Thank you. May I also please get your date of birth?

utterance: It is September tenth nineteen seventy nine.

utterance: So that is September tenth nineteen seventy nine?

utterance: Yes.

utterance: Thank you, miss Miller. One moment please.

utterance: Sure thing.

utterance: miss Miller for security reasons can you please provide your customer number?

utterance: Um, where would I find that?

utterance: Your customer number can be found on your most recent bill, the Halo app or at Rivertown Insurance dot com.

utterance: Oh, I am sorry. I am on my phone right now. I don't know my number.

utterance: That is OK. We can try a different way.

utterance: That would be great.

utterance: May I first please get your phone number?

utterance: Sure, it is nine seven three eight five three one six three zero.

utterance: So that is nine seven three eight five three one six three zero?

utterance: Yes.

utterance: Thank you, and may I also please get your social security number?

utterance: Do you have to get my social? I have heard it is not good to share that information?

utterance: I understand but it is the only way that I can get into your account without your customer number.

utterance: Uh, OK.

utterance: We do it for your security so that no one else can change or have access to your account.

utterance: I understand. It is six five three four two five eight one seven.

utterance: It is six five three four two five eight one seven?

utterance: Yes, that is correct.

utterance: Thank you, miss Miller. Finally, I will need you to please answer your account security question.

utterance: Wow, you all need lots of information to access my account.

utterance: Yes, we do this for your security.

utterance: OK.

utterance: miss Miller, what was the name of your elementary school?

utterance: I went to John Adams Academy.

utterance: Thank you for verifying that. Now let me pull up your account.

utterance: OK.

utterance: Do you mind if I ask why you are canceling your coverage?

utterance: I found a plan through a different auto insurance company that is half the price of my current insurance with you all.

utterance: I understand. Do you get the same coverage through this insurance?

utterance: Yes, the auto liability coverage and collision coverage are the same.

utterance: Do they also offer roadside assistance and immediate agent acccess?

utterance: They do. I have just been with you all for many years and each year my rate increases. It is time to switch.

utterance: Certainly. When would you like for this policy to end?

utterance: Could it please be effective today?

utterance: We can do that. Your coverage will end at midnight tonight. It ends at midnight on July fifth.

utterance: Thank you.

utterance: I see that you pay on a yearly plan.

utterance: Yes.

utterance: You will be reimbursed for the months remaining on the plan.

utterance: So since I pay in December I will be refunded for the rest of July, August, September, October and November?

utterance: That is correct. A check will be mailed to you. It should arrive within two weeks.

utterance: Thank you. Is there a way to get confirmation of this?

utterance: Yes, I can email you or you can log into your Rivertown Insurance dot com acccount.

utterance: Email would be best.

utterance: Of course. Do you want me to use the account we have on file, Tracy Miller at gmail dot com?

utterance: Yes, please email me at that address.

utterance: I will send it over right now. It might take a few minutes to arrive.

utterance: Thank you. Would I also use that email address for the Rivertown Insurance website?

utterance: Yes, you can use that email to log into the Rivertown Insurance website to check any account details.

utterance: I will do that. Thank you.

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

utterance: No, that is all.

utterance: Well, thank you for being a valuable Rivertown Insurance customer. Have a good rest of your day, miss Miller.

utterance: Thank you. You too. Bye.

utterance: Bye, miss Miller.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. How may I help you today?

utterance: Hello, I would like to find an agent please.

utterance: Of course. I can help you with that. With whom do I have the pleasure of speaking with today?

utterance: My name is Rebecca.

utterance: Hello, Rebecca. Are you having a good day so far today?

utterance: I am thank you.

utterance: Wonderful. Rebecca, are you a current Rivertown Insurance customer?

utterance: Not yet. I was hoping to talk to an agent in the area first.

utterance: Certainly, Rebecca. May I please get your zip code to find the closet agents for you?

utterance: Sure, it is seven eight seven zero five.

utterance: Thank you, Rebecca. Let me just pull up some information here.

utterance: Thanks.

utterance: OK, I see we have several agents in your area. We have Sarah Duncan located at Preston Road and Midway?

utterance: That is pretty close to my house.

utterance: Or we have Elizabeth Arrington located at Highland and Creekside?

utterance: That might be a little bit closer to me.

utterance: If I can please get your contact information I can forward it to this office. They will then be in touch with you within twenty four hours.

utterance: Thanks, but I think my friend had recommended another agent with you all.

utterance: OK.

utterance: I don't think it was Sarah or Elizabeth. They might not be in my zip code.

utterance: Sure, do you happen to remember the name of the agent?

utterance: I think it might have been Dan.......or maybe Dave? Shoot, I am sorry. I cannot remember.

utterance: That's OK. But you think they are in Austin?

utterance: Yes.

utterance: Let me look up our agents in Austin by first name.

utterance: Thank you.

utterance: One moment please.

utterance: OK.

utterance: I see we have a Dan Reed on Rio Grande Street?

utterance: No, that is close to the University of Texas. I think this was by Barton Springs?

utterance: Thank you, let me see what I can find.

utterance: Thanks.

utterance: Yes, we have a Doug Henderson on Barton Springs Boulevard in Austin.

utterance: Yes, that is it!! Thank you!

utterance: Perfect. Would you like for me to forward your contact information to his office?

utterance: Yes, please.

utterance: Do you prefer email or phone communication?

utterance: Either is fine but email is probably better.

utterance: Thank you. May I please get your email address?

utterance: Yes, it is Rebecca Jones at gmail dot com.

utterance: So that is Rebecca R.e.b.e.k.a.h?

utterance: No, it is actually r.e.b.e.c.c.a.

utterance: Oh, thank you, Rebecca. My apologies.

utterance: No problem.

utterance: And Jones is your last name? J.o.n.e.s?

utterance: Yes, that is correct.

utterance: Thank you. So I have Rebecca Jones at gmail dot com.

utterance: Correct.

utterance: Doug Henderson's office will reach out and contact you within twenty four hours.

utterance: Oh, thank you so much.

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

utterance: No, that is all. Thank you. I really appreciate your help.

utterance: Thank you, miss Jones. Enjoy the rest of your day.

utterance: You too. Bye.

utterance: Bye, miss Jones.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. This is Mary. How may I help you today?

utterance: Hello, Mary. I need to pay my bill.

utterance: Of course, I can help you with that.

utterance: I think my first bill got lost in the mail. Then the second one arrived. It is due tomorrow! If I put this in the mail it will be too late!

utterance: Certainly, we can get that taken care of now.

utterance: Oh, thank you.

utterance: Mary may I please get your first and last names?

utterance: Sure my name is Jill Stevens.

utterance: So that is J.i.l.l?

utterance: Yes.

utterance: And S.t.e.v.e.n.s?

utterance: Correct.

utterance: Thank you, miss Stevens. miss Stevens, can you also please verify you date of birth?

utterance: Yes, it is May fifth nineteen sixty two.

utterance: So that is May fifth nineteen sixty two.

utterance: Yes.

utterance: Thank you, let me just pull up your account here. For security reasons can you also please give me your customer number?

utterance: Is this on my bill?

utterance: Yes.

utterance: OK, I have it right here since I need to pay it. Let me see.

utterance: It should be just under your name on the top right side.

utterance: Oh, there it is. My customer number is one three four five six two three one.

utterance: So that is one three four five six two three one?

utterance: Yes.

utterance: Thank you, miss Stevens. Now, I see that you do have a bill that is due tomorrow.

utterance: Yes.

utterance: And you want to pay for it now?

utterance: Yes, may I please use a credit card?

utterance: You may. Do you want to pay the full amount?

utterance: Yes, the two hundred eleven dollars and forty cents.

utterance: OK. I will just need your credit card number whenever you are ready.

utterance: Do you take American Express?

utterance: We do.

utterance: Wonderful. The number is two eight six four seven one two seven one nine four three three two three.

utterance: So that is two eight six four seven one two seven one nine four three three two three?

utterance: Yes.

utterance: Thank you, miss Stevens. May I also please get the expiration date?

utterance: It is ten twenty two.

utterance: So that is ten twenty two?

utterance: Yes.

utterance: Thank you, miss Stevens. And lastly may I please get the CVV number on the back of the card?

utterance: Yes, it is three four one two.

utterance: Three four one two?

utterance: Correct.

utterance: OK, this is processing now. Just one moment please.

utterance: Thank you.

utterance: And the payment has processed. Your July payment of two hundred eleven dollars and forty cents has been paid.

utterance: So my account is clear?

utterance: Yes, you no longer show a balance due on your account.

utterance: Oh, thank you. Is there a way to set up autopay?

utterance: Yes, I can enroll you in that now or you can do that through the Rivertown Insurance dot com website or Halo App.

utterance: Do I just need to log in using my email address? Stevens mom at gmail dot com?

utterance: Yes, that is the email associated with your account. It will log you in to the webiste and app.

utterance: Perfect. Thank you. I have to go run to carpool right now but I will log in and set up autopay later.

utterance: If we can help please do not hesitate to call us back. Your next bill will not be due until August tenth.

utterance: Perfect. Thank you.

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

utterance: No, that is all. Thank you for your help.

utterance: Thank you for being a valuable Rivertown Insurance customer. Please enjoy the rest of your day.


utterance: Hello, thank you for calling Rivertown Insurance. The Halo protects you. My name is Sarah. With whom do I have the pleasure of speaking with today?

utterance: My name is Hannah.

utterance: Hello, Hannah. How are you today?

utterance: I am doing well, thank you. How are you?

utterance: I am doing well. Thank you for asking. Hannah, how can I help you today?

utterance: I would like to change the billing frequency on my account please. That once a year payment for auto insurance is a big hit.

utterance: Of course, I can help you with that. You also have the option to pay monthly. Would that work better?

utterance: Yes, monthly would be much better. So if I pay about one thousand two hundred per year now it would be about a hundred per month?

utterance: That sounds right, but let me pull up your policy so that I can make sure. Hannah, what is your last name?

utterance: My last name is Cruz.

utterance: So that is Hannah H.a.n.n.a.h?

utterance: Yes, correct. And Cruz is C.r.u.z.

utterance: Great, thank you Hannah.

utterance: Hannah, may I please get your date of birth to find your account?

utterance: Sure, it is November eleventh nineteen eighty. I really don't like giving out personal information though.

utterance: Thank you, I understand. Let me just find your account Hannah.

utterance: I have your account pulled up. Hannah, may I please get your customer number for security reasons?

utterance: Um, where would I find my customer number?

utterance: It would be on your most recent bill, under your account on the Halo website or on the Halo app.

utterance: I only pay my car insurance once per year. I don't have a bill handy, and I don't use the app.

utterance: OK, we can use your social security number instead.

utterance: Seriously? I hate giving out my social security number. I really try to keep my information private.

utterance: I understand. We actually do this to keep your account safe. We have to know it is you so no one else can use or change your account.

utterance: I understand that, I guess. Is there no other way?

utterance: I cannot get into your account to make changes without your social security number or customer number.

utterance: OK, fine. My social is one three nine three two five six one eight.

utterance: Thank you. Yes, I am in your account now. So we want to update your billing frequency?

utterance: Yes, I want to do the monthly billing instead of the once per year bill.

utterance: OK, let's change that. As you mentioned you pay one thousand two hundred dollars per year for auto insurance. This will be one hundred dollars per month plus any taxes and fees.

utterance: So my rate will not go up if I go to monthly?

utterance: No, it will not.

utterance: Good. I would rather do this than get that twelve hundred dollar bill.

utterance: Sure, let me just change this in your account. I see that you also pay via mail by credit card. Do you still want to do that once per month?

utterance: What are my options?

utterance: You can pay using a credit card through the mail or online. We can also set up autopay for you so it will automatically pay for you.

utterance: Since I am going to once per month that might be a good idea. What information do you need for autopay?

utterance: I would just need a credit card to add to your file.

utterance: OK, let me just get it out of my wallet. One second, please.

utterance: Take your time.

utterance: I'm back, and I realized my credit card is upstairs. Can I call you all back later or do this online?

utterance: Yes, we are available all hours via the phone. You can also got to the Halo Inusrance dot com website to update your account.

utterance: Thank you. I will look into that.

utterance: Please let us know if we can help. I have updated your billing frequency. You will now receive a bill through the mail once per month.

utterance: That is perfect.

utterance: Do you have any questions or is there anything else that I can help you with today?

utterance: No, that is all. Thank you. I really appreciate your help.

utterance: Thank you for being a valuable Rivertown Insurance customer. There will be a brief customer survey after our call. Your responses would be most appreciated.

utterance: Of course. I will definitely do the survey.

utterance: Thank you, Hannah. I hope that you have a good day.

utterance: Thank you, you too.

utterance: Bye, Hannah.

utterance: Bye.


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

utterance: I would like to sign up for auto insurance.

utterance: Of course. I can help you with that. May I get your name please?

utterance: Sure. It is Melanie Edwards.

utterance: Thank you, miss Edwards. How are you today?

utterance: I am doing well, thank you. How are you?

utterance: I am doing well. Thank you for asking. miss Edwards do you currently have an account with Rivertown Insurance?

utterance: I do. I have home insurance with you all.

utterance: Wonderful. Thank you for being a valued member of the Mustang family.

utterance: Of course.

utterance: Let me just pull up your account. Is that Melanie m.e.l.a.n.i.e?

utterance: Yes, and Edwards is e.d.w.a.r.d.s.

utterance: Thank you, miss Edwards. May I please get your date of birth to locate your account?

utterance: Sure, it is October tenth nineteen seventy three.

utterance: October tenth nineteen seventy three.

utterance: Correct.

utterance: One moment please while I pull up your account.

utterance: OK.

utterance: Here it is. miss Edwards, for security reasons can you please provide your customer number?

utterance: Um, where would I find that?

utterance: It will be on your most recent statement, the Rivertown Insurance website or the Rivertown Insurance app.

utterance: OK, I don't have a statement with me and I am on my cell phone now. I am sorry.

utterance: No problem. We can access your account a different way.

utterance: That would be wonderful, thank you.

utterance: Great. May I please get your social security number?

utterance: For auto insurance?

utterance: Yes, ma'am. We just use this as a security measure so no one else can access or change your account.

utterance: Um, OK.

utterance: It really is for your protection.

utterance: Alright, I guess. Is there any other way for me to do this without giving my social security number?

utterance: I need your customer number or social security number to access your account. I am not able to access it otherwise.

utterance: Oh.

utterance: Have you created a Mustang Insurace account online or through the app?

utterance: I think so. I think I remember I set up autopay online.

utterance: Great. If you have an account you can also use that to log in and sign up for auto insurance.

utterance: So I could log in to my account to get auto insurance?

utterance: Yes ma'am.

utterance: That might be a good option.

utterance: Or we could do it now over the phone.

utterance: Hmmm, I am not sure. Will I be able to get rates and quotes online as well?

utterance: Yes ma'am. It will just ask you for the make, model and year of your car. You will also need the number of miles on your car.

utterance: OK.

utterance: There are also features such as Roadside Assist and Safe Driving Perks that you can add to your coverage.

utterance: That sounds good.

utterance: Would you like for me to continue into your account now or would you like to use the website or app later?

utterance: I think I will use the website later. That will give me more time to think about my options as well.

utterance: Of course. And if you have any questions while you are adding the insurance please do not hesitae to let us know.

utterance: Will do.

utterance: We greatly appreciate that you are a valuable member of the Rivertown Insurance family.

utterance: Thank you.

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

utterance: No, thank you. That is all.

utterance: Thank you, miss Edwards. I hope that you enjoy the rest of your day.


utterance: Hello, thanks for calling Rivertown Insurance, this is Crystal. How can I help you today?

utterance: Hi, did you say this is Rivertown Insurance?

utterance: Yes, it is! How can I help you sir?

utterance: Well, I'm not sure if you can help me, it's Crystal right?

utterance: Yes, this is Crystal.

utterance: Okay, Crystal, my wife usually handles all of the bills, but she's been sick so I was calling to see if the bill for last month had been paid she's been sick for a few weeks now and I'm not sure if she paid the insurance can you help me.

utterance: Of course, I would be happy to help! #Ah, what is your name sir?

utterance: It's John.

utterance: Okay, yes John I can definitely check to see the status of your bill. And also, sorry to hear about your wife, I hope she feels better soon.

utterance: Thank you miss Crystal, it's been hard but we are getting through it.

utterance: Of course, glad to hear it. So to start, I just need to get a few pieces of information from you so I can verify your identity. Is that alright?

utterance: #Uh, yes, yes. That will be fine.

utterance: Okay, great! So the first question is an easy one. I already know your first name is John, and what is your last name?

utterance: It's Rivers.

utterance: Okay, and what is your date of birth?

utterance: It's February thirteenth, oh wait am I supposed to be giving you my wife's info or mine? I'm not sure if the account is under my name or hers.

utterance: #Uh, you can just give me your info and if we are unable to get verified, then we'll check to see about your wife's info. Sounds good?

utterance: #Uh, yes. So you were asking about my birth date right?

utterance: That is correct.

utterance: Okay, it's February thirteenth nineteen forty seven.

utterance: Okay! And the last thing I need to verify you is your customer number. Do you know what your customer number is mister Rivers?

utterance: #Um no, I don't think so. Where would that be?

utterance: #Uh, it could be a couple of places such as on a piece of mail you've received from us, or under your profile when signed into your account. Do you have access to an old piece of mail from us, or can you sign into your account?

utterance: #Ah well, I don't really use computers I don't know anything about that. My wife maybe it could be in the basket of mail in the kitchen. Can you wait while I check?

utterance: Of course!

utterance: Okay it might take a little while, I'm using a walker and it's down the hallway.

utterance: That's totally fine mister Rivers, I will be right here once you get back.

utterance: Okay I'll be right back.

utterance: Sure thing.

utterance: #Uh Crystal, are you there?

utterance: Yes, I am mister Rivers! Were you able to find a piece of mail?

utterance: Yes, I think so. It says Rivertown Insurance. #Um I do see something that says customer number.

utterance: Awesome. Can you read the digits out to me?

utterance: I can try the print is pretty small. My eyes aren't too good.

utterance: That's totally fine, just do the best you can!

utterance: Okay nine seven three one seven four nine eight.

utterance: So that is nine seven three one seven four nine eight?

utterance: Yes, I think so. Did it work?

utterance: Yes, it sure did mister Rivers! So now we just have to get into your bill history and see if you're all paid up for last month.

utterance: Okay, did you need anymore information from me?

utterance: Nope, just give me one moment to check on that bill.

utterance: Okay.

utterance: Alright, so mister Rivers, it looks like the bill from February still needs to be paid.

utterance: Okay, so how do I do that? Nancy always did it I'm not sure how to pay the bill. Can you help me?

utterance: I sure can mister Rivers, we can take care of that over the phone.

utterance: Okay thank you.

utterance: No problem! Did you want to pay using a bank account or a credit card?

utterance: #Uh, I think Nancy usually pays the bills using the card.

utterance: Okay, we can definitely do that! Do you have the card near you mister Rivers? I'll just need some information from your bank card.

utterance: #Um, I will have to go get the card I don't have it, it might be in Nancy's purse. Can you stay on the line?

utterance: Yes, I can!

utterance: Okay, I will be right back.

utterance: Sure!

utterance: Okay, Crystal are you there? I have the card.

utterance: Yes I am here!

utterance: Okay what information do you need?

utterance: Let's start with the sixteen digit card number. Are you able to read the numbers out to me mister Rivers?

utterance: Yes, I have my glasses on now.

utterance: Awesome.

utterance: It's two three one zero three zero nine eight three three nine one, I mean eight one zero eight seven.

utterance: Okay, just to confirm that is two three one zero three zero nine eight three three nine eight one zero eight seven.

utterance: Yes, I think so.

utterance: Okay, great! Now do you see the expiration date?

utterance: Yes. It's March twenty four.

utterance: Okay! And last thing, what is the three digit number on the back of the card?

utterance: Did you say on the back?

utterance: Yes.

utterance: Okay, nine eight eight.

utterance: Got it! So before I put the payment through mister Rivers, just to confirm we are paying your bill for February for the amount of one hundred and fifty seven dollars and eighty three cents. Is that okay?

utterance: Yes.

utterance: Okay! I have put your payment through mister Rivers. Your bill is paid effective of today March fifteenth and your next bill payment date is April sixth.

utterance: Okay so does that mean I will have to go through this process all over again?

utterance: Well actually, we do have something called recurring payments that I can set up for you! That way you will be billed automatically each month and you won't have to call in again.

utterance: Oh well how does that work?

utterance: Well we would just use the card you just gave me or whatever payment method you would like and we would decide if you wanted to be billed every month automatically and then it would just be taken care of, and you wouldn't need to do anything else. Does that sound like something you would like mister Rivers?

utterance: #Um, that does sound good. I don't know if Nancy, she might not would want that though. I don't know if she would want that.

utterance: That's totally understandable. We don't have to set it up today. You can always call back and we can get it taken care of.

utterance: If I call back, will I get you?

utterance: #Uh, you may, if I am here. All of our agents will be able to take care of you though.

utterance: Okay.

utterance: So what would you like to do?

utterance: #Uh, can you hold for a moment? I want to see if Nancy is awake.

utterance: Sure thing!

utterance: Hello, are you there?

utterance: Yes I am!

utterance: #Uh, she wasn't awake. I think we'll just call back.

utterance: Okay, that is totally fine. Was there anything else that I can help you with mister Rivers?

utterance: #Uh, I don't think so. So the bill is paid?

utterance: Yes it is.

utterance: So the next one is due in April?

utterance: Yes, sir, April sixth.

utterance: Okay, thank you.

utterance: You are very welcome!

utterance: And I just have to call back to pay that bill?

utterance: #Uh, yes sir you can call back or go online to pay the bill. And also you can still set up the automatic billing if you'd like.

utterance: Okay. Thank you Crystal for your patience.

utterance: It is no problem mister Rivers. Have a good day now, okay?

utterance: Okay, you too.

utterance: Thank you, bye!

utterance: Bye.