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

utterance: Yeah I got a notice in the mail offering a discount for new policies and I was in the market for new life insurance so I was wondering if maybe I could get some information about that.

utterance: Great I can definitely help with that. Do you currently have any policies with us?

utterance: Yes I have several. I have condo, pet, and auto insurance through you guys.

utterance: Okay so you were looking to get a quote to add a life policy due to our multi-policy discount flyer?

utterance: Yes.

utterance: Perfect. May I have your first and last name to get started?

utterance: Yeah my first name is John and my last name is Sellers and my customer ID is one two three four five six seven eight.

utterance: Thank you for that, John. For security purposes can you verify your date of birth?

utterance: My date of birth is June third nineteen eighty nine.

utterance: Thanks for that. To get a life quote I need to ask a few

utterance: Go ahead and ask whatever you want. I'm an open book.

utterance: Okay. Sounds good. Let's start with what state you reside in.

utterance: I live in Florida.

utterance: Perfect. I hear it's a beautiful state.

utterance: It is in some spots but some spots are really run down and don't look that great. A lot of tourists too.

utterance: Yeah I can #imagine that would get annoying.

utterance: Oh definitely it makes traffic crazy.

utterance: I bet. You identify as male, correct?

utterance: Yes.

utterance: Okay and what is your height and weight?

utterance: I'm five nine and I weigh one hundred sixty pounds.

utterance: And how would you describe your health?

utterance: I would say I'm pretty healthy I haven't had any

utterance: So you don't have any pre-existing conditions?

utterance: No.

utterance: Good to hear. How much coverage were you looking for?

utterance: I think I'd be okay with about two hundred fifty thousand.

utterance: Were you thinking basic term life, whole life, or universal life.

utterance: I definitely want to do whole life because it can earn cash value.

utterance: Perfect.

utterance: I think it does right?

utterance: Yes. A whole life policy can build cash value.

utterance: Great.

utterance: Alright, John. Give me just a moment to enter all of this information and I should have some numbers for you.

utterance: Awesome.

utterance: Okay, for a whole life policy you're looking at eighteen hundred per year with our multi-policy discount.

utterance: Jeez. That's with the discount?

utterance: Yes. Keep in mind though that it's an investment. It earns cash value and covers your family if you were to pass away.

utterance: That's true.

utterance: It really is a great option, especially if you have kids.

utterance: Well I'll tell you what give me some time to think about it.

utterance: Okay. Is it okay if I have an agent contact you tomorrow to follow up?

utterance: Sure.

utterance: Do you prefer phone or email?

utterance: I prefer phone.

utterance: Is there a good tim tomorrow for them to call?

utterance: I'd say around three p.m.

utterance: Okay and a good number to reach you?

utterance: eight five zero seven one two three four two two.

utterance: Perfect, so to confirm I'll have an agent reach out to you tomorrow at three p.m. at the phone number ending in four two two to follow up with you about the policy.

utterance: Great.

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

utterance: I think that's it.

utterance: Have a great day, sir.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Yes, I'm in the market for new homeowners insurance and I wanted to see what you guys could offer me. I've read some good reviews about you guys.

utterance: I can definitely help with that. Thanks for considering us.

utterance: Of course, I'm always shopping around to get the best price.

utterance: I'm the same way.

utterance: It's always the best way to make sure you're not wasting money.

utterance: Absolutely, may I have your first and last name to get started?

utterance: Yes it's Jacob Green.

utterance: Thank you, Jacob. What's your current address?

utterance: It's three two one one Forest Lane, Brewton, Alabama three six four two six.

utterance: Great. And that's f. o. r. e. s. t. correct?

utterance: Yes.

utterance: Alright, great. What is your date of birth?

utterance: It's January third nineteen seventy six.

utterance: Perfect and what is your property value currently?

utterance: I would estimate it at roughly three hundred forty two thousand.

utterance: Awesome. Give me just a second to finish entering this information and I should have you some numbers.

utterance: Okay, cool.

utterance: Okay so based on what you've told me I would recommend our Home Preferred plan.

utterance: Okay.

utterance: It's got all of your essential coverage and a very low wind deductible at two thousand dollars.

utterance: How much is it?

utterance: It would cost sixteen hundred a year.

utterance: That's not too bad.

utterance: Not at all. Would you be interested in purchasing today?

utterance: I still have a couple of other places to check.

utterance: That's okay. The quote is good for thirty days. Do you prefer phone or email?

utterance: Email definitely.

utterance: Great, what is your email so I can go ahead and send over that quote information.

utterance: It's jake green at gmail dot com.

utterance: That's j. a. k. e.?

utterance: Yes.

utterance: Perfect. I've gone ahead and sent that quote over to you. Can you confirm that you received it?

utterance: Yeah. Hang on and let me get my email open.

utterance: Take your time.

utterance: Yeah it looks like I have it.

utterance: Great. Do you have any questions about the quote?

utterance: Yeah do you have something with a little more personal property coverage?

utterance: If you're looking for a higher coverage for personal property I would recommend our Home Complete plan.

utterance: Okay.

utterance: It covers one hundred and twenty five percent of the stated value of your personal property.

utterance: That sounds better. What's the cost?

utterance: That one would be two thousand per year.

utterance: Okay.

utterance: Would you like that emailed as well?

utterance: Sure.

utterance: Okay. I'll send that right over.

utterance: Thank you.

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

utterance: No I think that was all the questions I had.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye.


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

utterance: Yeah I can't seem to get logged in online. I've been with you guys for years and this is the first time it's ever given me problemiss It's starting to get on my nerves.

utterance: I'm sorry you're having issues with the site and I'd be happy to help you with that.

utterance: Great.

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

utterance: It's Jason Brown.

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

utterance: I have no clue. Look I just need help with the website why do you need all of this information?

utterance: I understand you're frustrated sir. In order to help you with a specific online account I do need to verify it's you for your security.

utterance: Okay fine. What else do you need?

utterance: If you don't have your customer ID, can you tell me your full social and date of birth?

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

utterance: Thank you.

utterance: Date of birth is January third nineteent fifty two.

utterance: Thank you for that information. Finally, I'll just need the phone number on the account and your mother's maiden name for final verification.

utterance: Good grief. It's two five one three six three four seven nine two and my mother's maiden name is Johnson.

utterance: Thank you, Jason. I'm looking at the online account and it looks like you're trying an incorrect password.

utterance: That's impossible.

utterance: The system shows that you have tried it three times and all three times the password was entered wrong.

utterance: Well I'm telling you I'm putting in the right password. It must be something with your stupid site.

utterance: I understand that not being able to log in must be frustrating. How about we attempt to change the password and see if that gets you in?

utterance: Fine.

utterance: I have your email as jason dot brown dot nine nine at gmail dot com.

utterance: Yes that's correct.

utterance: Okay, Jason. What I'll do is send a reset password link to your email which will allow you to set a new password.

utterance: I could have just done that on my own, but whatever.

utterance: Well since you have me now I'm more than happy to walk you through it just in case there are any issues.

utterance: Okay.

utterance: Did you receive the email?

utterance: let's see. Yes I did.

utterance: Okay. Click the link to open the reset password window.

utterance: Okay. It's open.

utterance: Great. It will ask you for your security question answer.

utterance: Yeah I just put that in. Now I'm where I can set a new password.

utterance: Perfect. Just go ahead and create a new password. Remember it has to have a capital letter, a number, and a symbol.

utterance: Okay.

utterance: Is it working for you?

utterance: Yeah it let me reset it.

utterance: Great.

utterance: Now do I just need to try to log in?

utterance: Yes if you don't mind just going back to the homepage to try to log in again.

utterance: Okay. This better work.

utterance: Let's see if that fixed it.

utterance: Okay I'm trying to log in now.

utterance: Great. Let me know what it says.

utterance: It looks like it's letting me log in now.

utterance: Wonderful. Was there anything else I could do?

utterance: No.

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

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Hello this is Danny Johnson calling from Rivertown Insurance. May I speak with Sandra Saunders please?

utterance: This is Sandra.

utterance: Good afternoon, Sandra! I got your information from one of our phone reps that stated you were interested in enrolling in one of our auto insurance plans.

utterance: Yes. I spoke to them earlier.

utterance: Great. Is now still a good time?

utterance: It sure is.

utterance: Wonderful. I just need to ask you a couple of questions to get started.

utterance: Okay. Go ahead.

utterance: So we have your first name and last name as Sandra Saunders, is that your full legal name?

utterance: Yes.

utterance: And we have your date of birth as November second ninteen seventy. Is that accurate?

utterance: It is.

utterance: What is a good street address for you including the city state and zip code?

utterance: It's thirteen thirty Willow Lane Pensacola, Florida three two five two three.

utterance: Great. And Pensacola is p. e. n. s. a. c. o. l. a.?

utterance: Yes.

utterance: Perfect. May I have your full social security number?

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

utterance: Great. Now we need to set up a security question for you to use if you ever call in.

utterance: Okay how about my mother's maiden name?

utterance: Sure. What is the answer you would like to record?

utterance: Johnson.

utterance: Great. I have that recorded for you. So Sandra, you were looking at the Preferred Auto or Complete Auto. Which one did you decide to go with?

utterance: I think I'm going to go with the higher one because of rental reimbursement.

utterance: So the Complete plan?

utterance: Yes.

utterance: That's a great choice. I actually have that one myself.

utterance: Yeah I figured it's better to have it just in case than to be stuck without it.

utterance: Exactly. It's always a good idea.

utterance: I agree.

utterance: Your total policy is two thousand dollars per year. Would you like to pay that annually or monthly?

utterance: Annually please. I don't think I'd remember to pay you guys monthly.

utterance: No worries. We can do that for sure.

utterance: What do you accept for payment?

utterance: We can use either your bank account or a credit card.

utterance: Let me go get my credit card really quick.

utterance: Okay. Take your time.

utterance: Alright I got it. What do you need off of it?

utterance: I'll need the full number, the expiration date, and the CVV code on the back.

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

utterance: Mm-hmm.

utterance: The expiration date is twelve of twenty four and what kind of code did you need?

utterance: The security code on the back of the card. It should be three digits.

utterance: Oh. Yes. It's three two two.

utterance: Perfect. So to confirm we will be enrolling you in the Complete Auto plan and making a one time charge in the amount of two thousand dollars effective today.

utterance: Yes.

utterance: Alright Sandra I've got that processed for you. What's a good email to send a confirmation to?

utterance: It's Sandra underscore Saunders at gmail dot com.

utterance: Great. I've gone ahead and sent out your plan information and that payment confirmation.

utterance: Wonderful. That was easy.

utterance: We try to make it that way. Was there anything else I could do for you?

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

utterance: Perfect. I hope you enjoy the rest of your day and thanks for choosing Rivertown.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Hey I'm working with a local agent and they said I need to call and set up an account so I can finish purchasing my new auto plan.

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

utterance: Great.

utterance: Let's start with your first and last name please.

utterance: It's Jay Brown.

utterance: And that's j. a. y.?

utterance: Yes.

utterance: Great. Thanks, Jay.

utterance: You're welcome.

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

utterance: Let's put two five one three seven two four seven six nine.

utterance: Okay. Got it. Now I'll just need your date of birth.

utterance: It's April third nineteen ninety two.

utterance: Now I'll need your full address including the city, state, and zip code.

utterance: It's twenty thirty First Street, Los Angeles.

utterance: Mm-hmm.

utterance: California nine zero two one zero.

utterance: Perfect and now I just need your full social security number.

utterance: Why do you need that?

utterance: Your social is used to link your policy once you've purchased it.

utterance: Okay.

utterance: The system will automatically recognize that policy is yours and will show up when you call or log in online.

utterance: And that's needed?

utterance: Yes even when you go to set up your online account you'll have to enter your social security number.

utterance: Okay.

utterance: It's very secure. All of our products are encrypted and only certain people have access to the information.

utterance: Okay. Let me get my card I don't know the number off the top of my head.

utterance: Take your time.

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

utterance: Great. Now we'll need to set up a security question to identify you and further secure your account when you call in.

utterance: Okay.

utterance: What would you like your question to be?

utterance: I have no idea.

utterance: A lot of people use things like mother's maiden name or favorite pet's name or like high school mascot.

utterance: Let's do high school mascot.

utterance: Okay and what would you like the security answer to be?

utterance: Tigers.

utterance: Okay sir. It looks like I have everything set up for your account.

utterance: Okay so I should be able to let the agent know.

utterance: Yes the agent should be able to go into the system and see your information now.

utterance: Great. That wasn't so bad.

utterance: No we try to make it as easy as possible for new customers.

utterance: Well thank you.

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

utterance: What do I do to set it up online?

utterance: Great question. Once your plan is active go to our website w. w. w. dot River Town Insurance dot com and hit sign up.

utterance: Okay.

utterance: It'll prompt you to enter you date of birth, name and social, and then it will walk you through regsitering online.

utterance: Great.

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

utterance: No. I think that's all.

utterance: Great. Well you have a good day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I just recently moved and I need to update my address on my policies with you guys.

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

utterance: It's Karen Sims.

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

utterance: I'm sorry I sure don't and I don't have a bill handy.

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

utterance: Great.

utterance: What is your full social security number?

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

utterance: Great, and your date of birth?

utterance: It's January eighth of nineteen seventy one.

utterance: Perfect, now I'll just need the phone number associated with the account.

utterance: Oh I think it's two five one three six three seven two four nine.

utterance: That's it. For security purposes can you tell me your high school mascot?

utterance: Yes it was the panthers.

utterance: Thank you. So what is the current address on the account that you need to change?

utterance: I think you guys have fifteen twenty one Sanders Court, Pace, Florida three two five seven one.

utterance: Yes.

utterance: Now it needs to be sixteen sixteen First street, Pensacola, Florida, three two five two three.

utterance: Okay. is this effective immediately or do you want to make it effective on a certain day?

utterance: It needs to be today, yes.

utterance: Great. We have Karen Sims three seven two at gmail dot com. Is that correct?

utterance: Yes.

utterance: I will go ahead and get this updated for you and send a confirmation email as well.

utterance: Okay. and this is effective today, right?

utterance: Yes it is.

utterance: Great.

utterance: Alright I've gone ahead and completed that change. Can you verify that you received the confirmation email?

utterance: Yes one second, let me get logged in to my email.

utterance: Take your time.

utterance: Yes I've received it.

utterance: Great.

utterance: Hey can you tell me if there's any way to do this like online or something that way if it happens again I don't have to call in?

utterance: Yes actually you can change your address in your profile settings online.

utterance: So just log into my account and do it?

utterance: Yes, once you're logged in you'll select profile settings in the right hand corner and then select change address.

utterance: That seems pretty simple.

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

utterance: I think that's everything for today.

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

utterance: Will it take long?

utterance: It shouldn't it's usually only one or two questions.

utterance: Then that's fine.

utterance: Great. It will start as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I've heard a lot of good things about you guys from friends and family and I was interested in finding a local agent to talk about signing up for one of your plans.

intents: EnrollInPlan FindAgent

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

utterance: It's Karen Graves.

utterance: Thank you, Karen. What type of policy were you interested in?

utterance: What all kinds do you have?

utterance: We have a multitude of products from life insurance to pet insurance to automobile insurance.

utterance: Oh okay. I thought you guys just did auto insurance.

utterance: No ma'am we actually have a whole range of products to meet your needs.

utterance: Well that sounds great.

utterance: Which ones were you interested in?

utterance: Well I don't have a pet and I'm not too happy with my life insurance policy right now.

utterance: So you would like to have an agent call you about life and auto? Is that correct?

utterance: Yeah let's see what they can do.

utterance: Okay. We can definitely do that. How would you prefer to be contacted? Phone or email?

utterance: Well. Let me go ahead and give you both that way if I can't answer the phone they can email me.

utterance: Okay. That sounds good. What's a good phone number for you, Karen?

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

utterance: Perfect. And your email?

utterance: Hang on and let me get it. My granddaughter writes all this stuff down for me. I really don't know what I'd do without her .

utterance: Well I'm glad she's able to help you out.

utterance: Yes she really is a blessing. Do you have any grandkids?

utterance: No ma'am. I don't.

utterance: Well maybe one day!

utterance: Maybe so! Did you get your email?

utterance: Yes. It is karen dot graves dot twenty nine at gmail dot com.

utterance: Okay. And you spell your name k. a. r. i. n.?

utterance: No it's k. a. r. e. n.

utterance: Oh sorry about that!

utterance: That's okay. It's a common mistake.

utterance: Perfect. What time of day is usually the best time for an agent to reach out to you?

utterance: Oh well I guess sometime in the afternoon is fine.

utterance: Would about two o' clock tomorrow afternoon work for you?

utterance: Is that Central Time?

utterance: Yes ma'am.

utterance: Then yes that would be fine with me.

utterance: Perfect. I'll schedule it with the agent closest to your address to reach out to you.

utterance: Great. How long does it usually take to get everything all set up?

utterance: Well it just really depends on what all you're interested in getting. I would set aside maybe an hour at most to speak with them.

utterance: Oh okay. That's not so bad.

utterance: No ma'am not at all.

utterance: And they'll call the number I gave you?

utterance: Yes ma'am.

utterance: Okay great.

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

utterance: No I think that's all.

utterance: Perfect. There will be a brief survey after the call. Do you mind staying on the line to tell us how your experience was?

utterance: I can do that.

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

utterance: Okay.

utterance: Have a great day! Goodbye.

utterance: Bye.


utterance: Hello this is Danny Green calling from Rivertown Insurance. May I speak with Jared Brown, please?

utterance: This is Jared.

utterance: Hi Jared, we got a notification of an accident that you were in recently and we wanted to go ahead and start the claims process.

utterance: Okay.

utterance: Is now a good time?

utterance: Yes.

utterance: Great. So it looks like I have some information here about the incident but can you tell me what happened just to make sure nothing has changed?

utterance: Yes I was going through an intersection and a lady ran a redlight and hit me.

utterance: Great. Can you verify your customer ID for me?

utterance: Yeah it's three seven six two four seven eight two.

utterance: Thank you and your date of birth?

utterance: It's June second nineteen ninety.

utterance: Perfect. All of that matches what we have here.

utterance: Good.

utterance: What was the exact date of the accident?

utterance: It was July twenty third.

utterance: Do you remember around what time it was?

utterance: It was like eleven thirty.

utterance: In the morning?

utterance: Yes.

utterance: Okay and what is the year make and model of the vehicle you were driving?

utterance: It's a twenty eighteen Toyota Corolla.

utterance: And can you tell me where the accident occurred?

utterance: It was off of South Street in Pensacola Florida.

utterance: Awesome. That should be all I need to go ahead and file this claim for you and start communicating with the other party's insurance.

utterance: So what happens now? My car is pretty bad.

utterance: Great question. We will send an adjuster out to you to take a look at the damage.

utterance: Okay and when will that be?

utterance: It should be in a few days. We have two five one three seven eight four two two four as a good number for you. Is that still correct?

utterance: Yes.

utterance: Okay just keep an ear out because in the next day or so they're going to give you a call to schedule that adjustment.

utterance: Okay.

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

utterance: Okay let me get some paper.

utterance: Take your time.

utterance: Okay I'm ready.

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

utterance: That's three two four six seven eight four two three two?

utterance: Yes.

utterance: Okay great.

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

utterance: When do you think I can get it fixed in the shop?

utterance: Once the adjuster takes a look and gets an estimate we should be able to issue a payment once you've paid your deductible.

utterance: How much is my deductible?

utterance: It looks like you were on the Preferred Auto plan which has a five hundred dollar collision deductible.

utterance: And that would have to be paid before you guys issue any money to fix it?

utterance: Yes that's correct.

utterance: Okay.

utterance: What else can I do for you?

utterance: That's all for now.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is John and I've been a customer a while with you guys. I was wondering if I get any discounts from changing my bill from monthly to yearly?

utterance: Hi John. I can definitely help with that. May I have your last name and customer number please?

utterance: It's Brown and I have no idea what that number is.

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

utterance: Okay.

utterance: Can you verify your social and your date of birth please?

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

utterance: Okay.

utterance: And my date of birth is one twenty nine seventy two.

utterance: Perfect. Thank you for that information.

utterance: You're welcome.

utterance: What is the phone number associated with the account?

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

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

utterance: Yeah it's Green g. r. e. e. n.

utterance: Perfect. So you were wondering if you get any price discounts for paying annually instead of monthly?

utterance: That's correct.

utterance: Okay let me see what I can find out for you. One moment please.

utterance: No problem.

utterance: It looks like you would save one hundred eight dollars annually because you wouldn't be paying the monthly processing fee.

utterance: Oh! That's a pretty nice savings.

utterance: Yes sir. A lot of our customers like paying that way for the savings and the ease of not having to pay every month.

utterance: Well let's do that.

utterance: Okay sir. To confirm we're going to be changing from monthly to annually is that correct?

utterance: Yes.

utterance: Okay your remaining balance of three hundred twenty two dollars will be due upon the change. Is that okay?

utterance: Yes that's fine.

utterance: Great! I've gone ahead and made that change for you.

utterance: Thank you.

utterance: Is your email still John Brown thirty four and hotmail dot com?

utterance: Yes it is.

utterance: Great. And how would you like to pay today? By check or card?

utterance: Hang on. Let me see if I have my card in my wallet.

utterance: No problem, sir. Take your time.

utterance: I actually don't have it with me. How else did you say I could pay?

utterance: You can also pay with your bank account.

utterance: Okay what do you need for that?

utterance: I'll need your routing number your account number and what type of account it is.

utterance: Let me see if that's in my bank app.

utterance: Okay sir. Let me know when you're ready.

utterance: Okay I've got it.

utterance: Perfect! What is the nine digit routing number for the account?

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

utterance: Thank you for that. And the account number and account type?

utterance: It's a checking account and the account number is one two three four five six seven eight nine.

utterance: Thank you, sir. Just to confirm we are making a one time charge of three hundred twenty two dollars to the account ending in seven eight nine.

utterance: That's correct.

utterance: Okay! I've updated your billing frequency and took the payment for your remaining balance.

utterance: Great! Can you tell me when I'll have to pay again?

utterance: Yes. Your policy is set to renew on January second and the bill will be due upon renewal.

utterance: Okay.

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

utterance: No that was it.

utterance: Great there will be a brief survey at the end of the call to rate your experience. Would you be interested in completing that?

utterance: Sure.

utterance: Perfect. Just stay on the line It'll come on right after I disconnect.

utterance: Okay.

utterance: Have a good day sir. Goodbye.

utterance: Bye.


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

utterance: Hey I would like to see if you guys have an agent near me. I've been interested in moving my policies to you guys but I need to know if there's someone close to me.

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

utterance: Great.

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

utterance: It's Kasey Sellers.

utterance: Thank you, Kasey.

utterance: You're welcome.

utterance: While you have me on the line, would you like me to go ahead and quote you for some of the policies so you don't have to go in person?

utterance: No I really prefer to do everything in person or with someone local.

utterance: I can understand. Keep in mind that we have online options as well.

utterance: That's fine. I just really want to find the nearest agent.

utterance: Not a problem at all.

utterance: Great.

utterance: What is your zip code so I can look that up for you?

utterance: It's three two five three five.

utterance: Perfect. Give me just a moment to enter that in and see who all is near.

utterance: Okay.

utterance: Alright it looks like we have a couple of different options for you.

utterance: Great.

utterance: We have Samantha Jones she is in our Myrtle Grove office in Pensacola.

utterance: Okay who else?

utterance: We have John Samson and it looks like he's in our Cantonment office.

utterance: Do you have anyone closer to the Pace area? I will be over there most of the week.

utterance: What is the zip code for that area?

utterance: Hang on and let me look. I don't know it off the top of my head.

utterance: Take your time.

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

utterance: Alright let's see who is over ther

utterance: And preferably someone who is open after five.

utterance: Okay. I have Jason Brown in our Pace office.

utterance: Okay and how late are they open?

utterance: It says until seven. I would recommend allowing me to send them your contact information so they can reach out and set an appointment.

utterance: That's fine.

utterance: May I have a good contact number for you?

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

utterance: Great and is there a good time of day to call you?

utterance: Either in the early morning or the late afternoon.

utterance: Okay I'll make a note of that. Also what is your email?

utterance: It's kasey underscore sellers underscore realty at gmail dot com.

utterance: And that's c. a. s. e. y.?

utterance: No it's actually k. a. s. e. y.

utterance: Sorry about that.

utterance: Don't worry it happens all the time.

utterance: I'm sure.

utterance: It's a pain at coffee shops. .

utterance: I can understand that. So just to confirm I've got your information sent over to the Pace office and they will be reaching out to schedule a time for you to come in.

utterance: Perfect. Thank you.

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

utterance: No that's all.

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

utterance: Sure.

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

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Hello this is Kathy with Rivertown Insurance, how can I assist you today?

utterance: Hi. #Um I wanted to get a quote for pet insurance for my puppy.

utterance: Great, I'm happy to help. Do you already have an account with us?

utterance: Yes, auto and life.

utterance: Okay, if I can get some information from you, we can pull up your account and get a pet quote.

utterance: Okay.

utterance: First, can you tell me your name?

utterance: Ann Perkins.

utterance: Thank you, ma'am. And what is your date of birth?

utterance: It's January eighth, nineteen eighty six.

utterance: Thanks. Do you know your customer number?

utterance: hang on.

utterance: Sure.

utterance: Sorry I don't have it.

utterance: If you log on to our website your customer number should be it's there up in the top right corner of the page. Under your name.

utterance: Oh, I don't have a log in. I'm on the policy, but my husband usually deals with insurance. Sorry.

utterance: Not a problem! We can look you up another way. Can you tell me your phone number?

utterance: Yeah. It's nine five four.

utterance: Mhm.

utterance: Seven nine five.

utterance: Okay.

utterance: Six two three one.

utterance: Nine five four, seven nine five, six two three one, is that right?

utterance: Yes.

utterance: And what's your social security number?

utterance: Oh seven four one five eight two nine six three.

utterance: That was seven four one five eight two nine six four?

utterance: No, nine six three.

utterance: Oh, sorry. Okay, nine six three. Got it. One last thing, can you answer a security question?

utterance: We'll find out.

utterance: What is the name of your first pet?

utterance: Princess. That's a pretty fitting question considering why I'm calling.

utterance: Right. Well we're all set, I've got your account up now, missus Perkins. So you wanted to price pet insurance for a puppy?

utterance: Yes.

utterance: Great. And how old is your dog?

utterance: He's five months old.

utterance: And what's his breed?

utterance: He's a Daschund. Named Basil.

utterance: Cute!

utterance: He really is, and he's full of energy.

utterance: No surprise. I'm sure he keeps you busy.

utterance: Definitely. He's always into something, puppies are a lot.

utterance: And how much does Basil weigh?

utterance: About eight pounds.

utterance: As far as you know is he healthy?

utterance: Yes, he's been to the vet and there's no problems.

utterance: Great to hear. O-okay then, thanks for the information. Let me tell you about our plans.

utterance: Okay, sounds good.

utterance: So, we have two types available, our Petcare Basic plan and our Petcare Preferred plan.

utterance: And how much are those?

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

utterance: Oh. Wow.

utterance: But as an existing customer with a young healthy pet, you would be eligible for a ten percent discount on either plan.

utterance: That's good to know. #Um what's the difference between the plans?

utterance: Well the Basic plan covers less since it's more budget friendly, but it will take care of routine care, accidents, and illness.

utterance: Uh-huh.

utterance: And the Petcare Preferred plan covers all that, plus medications, diagnostic tests, and preventative care.

utterance: Do they both cover emergency vet visits?

utterance: Yes, though the Preferred would cover a wider range of services overall.

utterance: Okay. #Uh our dog our last dog passed away a few months ago.

utterance: I'm so sorry to hear that.

utterance: Thank you. It was rough. He got sick and we had to take him to the ER vet so many times, and it got so expensive.

utterance: I'll bet.

utterance: I told my husband if we got another dog then we had to be prepared and get insurance this time.

utterance: Understandably.

utterance: Because if something happens, I don't know if we could afford it again.

utterance: Hopefully our pet plans can give you some peace of mind.

utterance: Right, exactly. #Um what kinds of illnesses do the plans cover?

utterance: Things like minor sickness or more serious conditions like cancer. They'll also cover hereditary and congenital illnesses if they're not pre-existing.

utterance: And that's both plans or just the Premium?

utterance: The Preferred and Basic plans both cover all of that, yes.

utterance: #Ah okay. And you mentioned a discount before?

utterance: Yes, ten percent. So for the Petcare Basic you would pay four hundred and fifty dollars, and for Petcare Preferred it would be nine hundred.

utterance: Per year you said?

utterance: Yes, so depending on the plan it would work out to be between thirty eight to seventy five dollars a month.

utterance: Okay. That's not too bad.

utterance: Would you like to go ahead and sign up for a policy?

utterance: #Uh no, not yet I don't think. I want to discuss the plans with my husband first.

utterance: That's fine. If you go onto our website you can find a more detailed breakdown of services each plan covers to help you make your decision.

utterance: Okay, thanks.

utterance: I could also email you a digital brochure.

utterance: That'd be great, please do.

utterance: Sure. Is the email A.C.Perkins at umail dot com still correct?

utterance: Yep, that's mine.

utterance: All right. I'm sending it now.

utterance: Thank you.

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

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

utterance: Okay then! Thank you for calling!

utterance: Thanks for your help.

utterance: You're welcome. And if you were satisfied with my help today, would you please stay on the line after I hang up to answer a short performance survey?

utterance: Sure, I'll do that.

utterance: Thank you! Again, my name is Kathy.

utterance: Thank you so much, Kathy.

utterance: Thank you! Have a great day, ma'am.

utterance: You too. Bye now.

utterance: Goodbye.


utterance: Good afternoon, Rivertown Insurance. How can I help you?

utterance: Hey there, I just need to make a payment.

utterance: Of course, I can help you with that. My name is Jane, may I ask your first and last name?

utterance: Hi Jane, sure. My name is Susan Jones.

utterance: Hi Susan. Could I get the policy number you'll be making the payment on?

utterance: Oh right, Does it not come up with my name? I can get it, it's just in my desk.

utterance: Thanks Susan, I'll wait, I do need you to give me the policy number to ensure we have the right one. We don't want to be paying someone elses bill!

utterance: Good point, I'll go grab it.

utterance: Thank you.

utterance: Okay, got it here, where do I find the number?

utterance: It should be right at the top right hand side. It will start with a P, I just need the other eight digits.

utterance: Gotcha, Okay here it is. five five two seven six one one four.

utterance: Okay, I'll repeat that back five five two seven six one one four.

utterance: Correct.

utterance: Ok, just one moment and I'll pull that up for you.

utterance: No problem.

utterance: Alright Susan, I have your policy up here, thank you for waiting.

utterance: Okay, good. It should be current, I pay every month.

utterance: Yes, your account is current. The balance due is seventy five dollars.

utterance: Yep, every month, seventy five dollars. I was thinking I should just get that taken out directly. I've always been nervous about that.

utterance: I'd be happy to set that up for you. You can choose the day that works best for you, if that helps. Some folks like to time it to a payday, or mid month, whatever works best for you.

utterance: That would be a lot easier, than calling up every month. Can you take it directly from my bank account, or does it have to come off a credit card?

utterance: We can do it either way, whatever works best for you. I'll have to send you an authorization form to fill in with either your credit card information or bank account information. Once we have that we can set it up the way you would like.

utterance: I think I'd like the payment to come directly out of my bank account.

utterance: Great. We do have to take this months payment over the phone, so you don't go into arrears, It does take up to a week to have the auto withdrawl set up

utterance: Yeah, that's no problem. Lets get this one paid, then you can send the formiss I'll get them back for next months payment? Is that right?

utterance: Yes, absolutely. As long as we have the forms returned in the next two weeks, next months payment will be taken automatically.

utterance: Perfect, thank you.

utterance: Alright, I can send those to you by email, that would be the quickest. Then you can fill them out and email them back, does that work okay for you?

utterance: Yeah, do you need them scanned or can I just take a picture with my phone?

utterance: We do need them scanned to a pdf file or you can email them back. Or if you are close to one of our locations you can just pop in and drop the forms off, or fill them out there if you like.

utterance: Alright, that'll work, maybe I'll just go to the office, there's one close by I think, that will save all the scanning and emailing. I find that all to be kind of I don't know, it makes me flustered.

utterance: I totally understand. Let's get this payment done first. Then I'll make sure to get you to the closest Rivertown Insurance branch.

utterance: Great! Okay, ready when you are for the credit card number.

utterance: Go ahead, I'm ready.

utterance: Okay, it's a Visa four four oh oh

utterance: four four oh oh

utterance: seven seven oh oh

utterance: seven seven oh oh

utterance: nine nine nine nine

utterance: nine nine nine nine

utterance: two two one two

utterance: two two one two and the expirey date?

utterance: oh seven twenty-four.

utterance: And the three digits on the back?

utterance: one one one

utterance: Got it, your payment has processed and you'll receive your receipt by email.

utterance: Good, thanks.

utterance: Now, the Rivertown branch location. Are you still at one two three Sesame Street? In Summerville?

utterance: Yep, still here.

utterance: Alright, there is a branch very close to you, about three blocks. Three two one Wilson Drive. Will that work for you?

utterance: Yep, I know exactly where it is. I'll drop by and fill out those forms in the next day or so. Will be much easier if you just take the payment directly.

utterance: Yes, very convenient, you can pick the day, and you'll receive a payment receipt the same day by email for your records.

utterance: Great. Thanks for the info and I'll get that done.

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

utterance: Nope, that's it. Thanks again

utterance: Thanks for using Rivertown Insurance. Have a great rest of the day.

utterance: You too! Bye for now

utterance: Good bye.


utterance: Hello and thank you for calling Rivertown Insurance. How may I assist you today?

utterance: Yes my name is Margaret Johnson. My customer ID is one three two four five six seven eight, and I sent a check in last week and I haven't seen it get credited to my account.

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

utterance: Thank you.

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

utterance: It's July second nineteen fifty one.

utterance: Thank you for that. When did you mail out the check.

utterance: Oh I'm not sure. I know it was the day I wrote it out so let me get my book and see when that was.

utterance: Take your time.

utterance: I just get so forgetful these days it feels like I can't remember anything anymore.

utterance: I understand. I get that way sometimes too, especially with everything going on right now.

utterance: Oh I know. That definitely doesn't help.

utterance: Not at all.

utterance: Alright I sent it out on July twentieth so it has been over a week now.

utterance: I don't see anything posted to the account

utterance: Me either that's what was kind of concerning.

utterance: I definitely understand do you know what address you sent it to?

utterance: Yeah it was with that little piece of the bill that you tear off and send in.

utterance: Okay so it wasn't anything that you like hand wrote?

utterance: No I just attached it to your little envelope and sent it on its way.

utterance: Okay so what I think we should do is open a case with our billing department to see if they can do some research and see what happened.

utterance: Okay that sounds good.

utterance: Did it clear your bank account at all?

utterance: No not as of right now.

utterance: Okay so yes let's go ahead and start that claim to billing department.

utterance: Okay.

utterance: Is your email still Maggie underscore Johnson at hotmail dot com?

utterance: No we need to change that.

utterance: Okay what is your new email?

utterance: It's Margaret underscore Johnson dot two two at gmail dot com.

utterance: And that's m. a. r. g. a. r. e. t.?

utterance: Yes.

utterance: Perfect. I've got that updated for you.

utterance: Okay good.

utterance: I've gone ahead and opened the case with the billing department and gave them a description of what's going on

utterance: Okay.

utterance: and I have a claim number for you whenever you're ready.

utterance: I'm ready.

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

utterance: Got it.

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

utterance: Okay when will I hear back from them?

utterance: They usually respond within one to two business days.

utterance: That's not too bad.

utterance: Not at all. What else can I do for you today?

utterance: I think that's all today.

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

utterance: Sure.

utterance: Okay. Thank you. The survey will begin as soon as I disconnect.

utterance: Okay.

utterance: Have a great day.

utterance: You too dear.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes I need to cancel my plan with you guys. I was able to find a lower price somewhere else.

utterance: Well I'm sorry to hear that you're cancelling but I can definitely help with that.

utterance: Yeah it's nothing bad on your end just a lower price somewhere else.

utterance: I can definitely understand that. May I have your first and last name please?

utterance: It's Jacob Brown.

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

utterance: I sure don't.

utterance: That's okay we can find you in the system using other information.

utterance: Okay great.

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

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

utterance: Mm-hmm.

utterance: And date of birth is four seven ninteen seventy two.

utterance: Thank you for that. Do you have the phone number associated with the account?

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

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

utterance: Yes it's Ruffles.

utterance: Thank you.

utterance: You're welcome.

utterance: Okay so I've got you pulled up here. Which policy would you like to cancel?

utterance: the auto policy.

utterance: So you'd like to cancel your Preferred Auto plan?

utterance: Yes.

utterance: Alright and when would you like that to be effective?

utterance: The new insurance starts tomorrow so can it be then?

utterance: Yes. I will mark it as effective July twenty ninth.

utterance: Okay great. Will I get any kind of refund?

utterance: It looks like since there are about fourteen days left in your billing period you will get a prorated refund.

utterance: Awesome and will it just go back to my bank account?

utterance: Actually because it is a plan cancellation, a check will be mailed to the address we have on file.

utterance: Okay.

utterance: We have thirty seven forty Eighty Second Street, Pensacola, Florida three two five two three. Is that still correct?

utterance: Yes it is.

utterance: Perfect. Okay to confirm we are cancelling your Preferred Auto plan effective July twenty ninth and issuing a prorated refund to the address mentioned.

utterance: Yes. I confirm.

utterance: Alright we have that set up for you. Would you like an email confirmation?

utterance: Yes please.

utterance: Okay we have yankee fan thirty two at gmail dot com. Is that still accurate?

utterance: Yes it is.

utterance: Perfect. I've gone ahead and sent you the confirmation to your email.

utterance: Awesome. Thank you.

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

utterance: No I think that's it.

utterance: Well I hope you enjoy the rest of your day. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?

utterance: Sure.

utterance: Okay, great. Just hang tight, the survey will start after I disconnect.

utterance: Okay.

utterance: Have a great day!

utterance: You too.

utterance: Goodbye.

utterance: Bye.


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

utterance: Yes my name is Jack Henry and I need to add someone to my health insurance plan.

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

utterance: Great.

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

utterance: Hang on and let me check my wallet.

utterance: Take your time.

utterance: Alright it don't look like I got it.

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

utterance: Okay.

utterance: What is your full social and date of birth?

utterance: My social?

utterance: Yes. Your social security number.

utterance: Oh okay that's four two two three eight one two three four.

utterance: Great and your date of birth?

utterance: It's January nineteenth nineteen eighty nine.

utterance: Thanks for that. Do you have the phone number associated with the account?

utterance: It's either gonna be two five one three two four eight nine nine eight or eight nine nine nine I think.

utterance: We have eight nine nine nine on file. Is that still accurate?

utterance: Yeah.

utterance: Alright and can you tell me your mother's maiden name?

utterance: That's Montrose.

utterance: Great. So we need to add someone to your health insurance plan today?

utterance: Yeah. I just got married.

utterance: Well congratulations.

utterance: Thank you very much.

utterance: You're welcome. So we want to add your wife?

utterance: Yes we do.

utterance: Okay perfect. Do you have your policy number?

utterance: Yes it's three two two four two seven eight nine.

utterance: Okay great and your wife's first and last name.

utterance: It's Veronica Henry.

utterance: Perfect. And her date of birth?

utterance: I don't have that.

utterance: Unfortunately sir, without that information we cannot add her to the plan. Are you able to text her or call her?

utterance: Yeah hang on and let me text her and see if she can tell me real quick.

utterance: Okay.

utterance: One second.

utterance: Take your time.

utterance: She' at work I can't get her to answer.

utterance: Okay. You have a couple of different options.

utterance: What are they?

utterance: You can get the birth date and call back or you can go online and add her through your online account.

utterance: Oh okay I'll do that. Where is it at online?

utterance: It should be in the top left hand corner under edit profile and add dependents.

utterance: Okay and what else will I need?

utterance: You will just need her name, date of birth, relationship to you, and any kind of health issues she may have.

utterance: Oh okay well she's healthy so no problem there.

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

utterance: No that's all.

utterance: Okay sir. You have a good day.

utterance: You too.

utterance: Goodbye.

utterance: Bye.


utterance: Thank you for calling Rivertown Insurance. My name is Jazzabelle. How may I help you today?

utterance: I'm sorry I didn't catch your name, what was your name?

utterance: My name is Jazzabelle.

utterance: Oh that is so pretty.

utterance: Ah thank you so much. With whom am I speaking with today?

utterance: Oh this is Mary.

utterance: Hi Mary. How can I help you today?

utterance: Well I need to see how much it would cost me to get insurance on my car. My kids say I can't drive it until I have insurance.

utterance: Well I can definitely help you with that.

utterance: Good, I don't want to call somewhere else.

utterance: So you do not currently have a policy with us now?

utterance: mhm you mean do I have insurance?

utterance: Yes, do you have insurance with Rivertown?

utterance: Oh no. No I do not.

utterance: Okay. May I get your last name, birthdate, and social security number to get started?

utterance: Am I going to need a bunch of information to do this cause I need my purse.

utterance: Well I will need some personal information and information about your car to get you started with your insurance today.

utterance: Okay well maybe I should call back. I need to get my purse.

utterance: I would be glad to hold on for you while you get it.

utterance: Oh okay. I can do that then. Hold on for a minute okay.

utterance: Sure, take your time.

utterance: are you still there?

utterance: Yes ma'am I'm here.

utterance: Okay, I have my driver's license and there's my social security card and you probably need information off the title don't you?

utterance: Yes, we will need some information about the car.

utterance: Okay, so what did you want? .

utterance: First I will need your full name, social security number, and birthdat.

utterance: Okay. It's Mary. Mary Alexander oh middle name is Isabelle.

utterance: Can you spell Isabelle misses Alexander?

utterance: I S A B E L L E and there is no mister here.

utterance: Oh I am so sorry about that.

utterance: It's okay. .

utterance: So I have Mary with middle name I S A B E L L E and last name Alexander and that's A L E X A N D E R. Is that correct?

utterance: Yes.

utterance: May I have your birthdate and social security number please?

utterance: Ten twelve sixty-eight is my birthday. And I have to put on my glasses to see my numbers on my card here. Okay are you ready?

utterance: Yes, go ahead miss Alexander.

utterance: I am going to repeat that back to you. Four three seven five two one six five seven.

utterance: That is correct!

utterance: Okay, now the address where your car will be garaged? Where will your car be parked when your not driving it?

utterance: Oh okay my address. It's four twenty-nine South Abbot Lane, Tolson, Ohio four three eight one two. And that's where my mail comes too.

utterance: Great! That was my next question. Okay so the address is four twenty-nine South Abbot and that's A B B O T Lane, Tolson, Ohio four three eight one two, correct?

utterance: Yep you got it!

utterance: Okay, now can you look and tell me what kind of car will you be driving miss Alexander?

utterance: okay I got it here somewhere I just had it. Oh right here it is. Right in front of me. Okay it is a two thousand twenty Red Chevrolet Cobalt. Is that what you needed?

utterance: Yes, I just need one more thing off of that title you have in your hand. Is it possible for you to read me the VIN number for the vehicle?

utterance: normally I would say no but, I grabbed my glasses and they are like looking through a magnifying glass honey . Are you ready it is really long?

utterance: Yes, I am ready go ahead.

utterance: Four three A five six three two six B A four two nine three one two five you get all that?

utterance: I sure did but, I am going to read it back to you okay?

utterance: Go ahead dear.

utterance: Four three A five six three two six B A four two nine three one two five, correct?

utterance: Yay we got it!

utterance: Those are some long numbers I know. Do you happen to have your driver's license nearby to give me your license number, issuing state, and expiration date off of them?

utterance: I do. Hold on. Okay I got them here. Oh here in Ohio. My number is R L nine one five five one six and I have to get them by two thousand twenty-three.

utterance: Okay great! What phone number would you like for me to put on your account miss Alexander?

utterance: Oh mhm just put eight one three four two seven six five three two that's my daughter's she answer's the phone for me most of the time.

utterance: Okay, that's fine. And do you know what kind of coverage you are looking for today? Are you wanting full coverage or only what the law requires?

utterance: Well I only want what I have to have to drive that's all nothing else okay?

utterance: Okay, I can do that for you. And, will you be paying your bill monthly or would you prefer to pay every three months?

utterance: mhm well how much will it be?

utterance: I am looking at only what your state requires and that will be a total of two hundred forty dollars for the policy.

utterance: Oh my god two hundred forty dollars a month!

utterance: Oh no ma'am no ma'am. That is for the full policy which is for six months. So you divide that up for six months and it would be about forty dollars a month.

utterance: Oh my god you almost gave me a heart attack there!

utterance: I am so sorry.

utterance: Oh it's okay. You should say it will be forty dollars a month before you tell me two hundred and forty dollars [laughter.

utterance: Yes you are right. I should lead with the monthly payment first. I will do that next time. Thank you for the kind advice! So does that sound okay?

utterance: Well how much would it be if I got full coverage? That would buy me a new car if something happened right?

utterance: Yes. That would cover your vehicle if you were at fault and cover your vehicle if someone else was at fault and did not have insurance or not enough insurance. So either way, yes your car would be covered.

utterance: But that first one the forty dollars that wouldn't buy me a car huh?

utterance: Well it would not cover a replacement vehicle it really just covers the other vehicle involved in the accident.

utterance: Okay well how much for the one that would help me get a new car then?

utterance: It looks like that one would be oh I just about did it again and said the higher number first it would be about fifty seven dollars a month for full coverage for you miss Alexander.

utterance: Oh okay that's what I want then. The fifty seven dollar one.

utterance: Okay and how do you want to be billed for that? Do you want monthly payments or every three month payments?

utterance: mhm well I better stick with every month I guess.

utterance: Okay, so your first payment will not be due for seven days okay? But you will have to make that payment by the end of the seven days or your coverage will cancel with no grace period okay?

utterance: Grace period. What do you mean grace period?

utterance: A grace period is at the end of a billing cycle when your payment is due most policies still give you around ten days to pay before cancelling your policy but, since this is your first payment you won't have that grace period yet.

utterance: Oh okay that's okay that's okay. I will pay it on Friday. Is that okay to do it on Friday?

utterance: Yes, miss Alexander that will be just fine.

utterance: I will do it Friday then.

utterance: Okay miss Alexander. I would like to go over what we did today okay?

utterance: That's fine. Sure!

utterance: Okay. We opened a policy for you for your two thousand twenty Red Chevrolet Cobalt for full coverage insurance.

utterance: Yes, that's right.

utterance: We also set you up for monthly payments on that policy with your first payment being due within seven days.

utterance: And I'm gonna pay that Friday.

utterance: Yes ma'am I have it noted here that you will be paying your initial payment on Friday. I just want to go over your address and phone number to make sure we have the correct contact information for you okay?

utterance: Yeah my address is oh did you want to say it?

utterance: I can give it to you and you can just give me a yes if it's correct okay. I have four twenty-nine South Abbot Lane, Tolson, Ohio four three eight one two as the address and Four three seven five two one six five seven is the phone number for your daughter to get in touch with you, correct?

utterance: Yes, that all sounds right to me! .

utterance: Okay, well is there anything else that I can help you with today miss Alexander?

utterance: No you did a good job okay. Tell your manager that!

utterance: I will and thank you for that miss Alexander! And, thank you for calling Rivertown Insurance and you have a great day!

utterance: You too dear! Bye now.


utterance: Thank you for calling JJ's life insurance how can I help you?

utterance: Hi I am a current client of yours and I am looking to change my plan.

utterance: Alright I can help you with that. What is your first and last name?

utterance: Laura Jones.

utterance: Thank you Laura I just want to verify your identity. What is you date of birth?

utterance: May twenty third ninteen ninty.

utterance: Thank you. #Uh what is your customer ID number?

utterance: I actually don't have that available. Do I need that?

utterance: No that is fine. I will just have to ask a few more questions.

utterance: Ok.

utterance: What is your phone number?

utterance: Seven six three two nine one eight eight three nine.

utterance: Thank you. Please verify your social security number.

utterance: Four six four three nine two six four eight.

utterance: Can I have you repeat that one more time, sorry the phone broke up a little bit.

utterance: Thank you. Last but not least please verify your mother's maiden name.

utterance: Holland.

utterance: Much appreciated. Alright, so it looks like you currently have the Term Life insurance that is threee hundred dollars a year. Do you happen to know which type of plan you are looking for?

utterance: I actually unsure of the other plans I just know I am looking for a better plan.

utterance: Ok well let me explain them a little bit more to you.

utterance: Great!

utterance: So the plan you currently have is the cheapest plan offered. With this plan you pay your premium and the life insurance policy pays a benefit in the event of death during a specific time frame.

utterance: Ok. Yup that makes sense.

utterance: Then there is the next step up which is called Universal Life Insurance.

utterance: Ok. Universal Life Insurance.

utterance: This is a more flexible life insurance option. #Um with this plan you pay your premium and it is specific to a few things and it is like an investment. This policy goes until death and you can change your premium amount as well as your death benefit amount. Your premium of course is based on age, insurability, and insured risk.

utterance: #Um ok that sounds better then the one I currently have.

utterance: Yes it is a little more rich, but also can be more expensive.

utterance: Ok.

utterance: Then we have the Whole Life Insurance which has the richest benefits.

utterance: Ok.

utterance: This is a lifetime benefit, which means it is gaurenteed to be paid out at the time of death as long as premiums were maintained. You can also have a savings plan with this where cash starts to build up.

utterance: #Ah ok. So can I just switch my plan?

utterance: Are you looking to keep the same beneficiary and you are the one on the life insurance policy?

utterance: Yes.

utterance: Ok, so what we can do is get the policy changed, but it is contingent on a physical. How does that sound?

utterance: That is fine.

utterance: Perfect. Which policy where you thinking?

utterance: Well I have no idea. What are the price differences?

utterance: Well currently you pay three hundred dollars a year. The next one would be the Universal Life Policy and that one is tweleve hundred dollars a year and then the Whole life policy is eighteen hundred dollars a year.

utterance: Wow that is quite a jump. Well I really want my daughter to have money when I die. So

utterance: Well I highly recommend the Whole Life Policy if you are looking for a payment that is going to be there and you can add more to that payment with the savings portion.

utterance: Ok. I suppose that one will be fine. What is the monthly premium on that?

utterance: That would be a payment of one hundred and fifty dollars a month. How does that sound?

utterance: That is ok. How do I set up the savings plan?

utterance: With the savings plan it goes into effect when you hit the amount that needs to be paid for a gaurenteed payout. For instance if you only pay one hundred and fifty dollars until you pass away there would be no savings. But if you pay more then that it would then go towards your savings portion.

utterance: Ok. Can my daughter put money towards it to?

utterance: She can if you give her permission to do so.

utterance: Perfect.

utterance: So I am going to get this plan in place. Again it is contingent on a physical from your doctor. You have thirty days to complete that physical and the plan will go into place the first of the month after your physical is approved.

utterance: Ok, so I should get it sooner rather than later?

utterance: If you would like it to go into effect sooner then yes.

utterance: And what about my old policy?

utterance: Your old policy we can cancel out today and the premium would stop, but your plan would stop as well. Or we can wait until your physical is approved and it would cancel out automatically once that plan is approved. You would continue to have to pay the plan premium.

utterance: Ok. Let's cancel it out today please. I am going to get my physical done as soon as I can.

utterance: Ok. I am going to get all the paperwork pulled up.

utterance: Do I have to sign anything?

utterance: Yes I am actually going to email you these documents while we are on the phone and you will have to esign them.

utterance: Ok.

utterance: What is your email address?

utterance: Moose lake three six two at gmail dot com.

utterance: Ok that was Moose lake three six two at gmail dot com?

utterance: Correct.

utterance: I am emailing those over right now. Please let me know when you get those and I will let you know the next steps.

utterance: Ok. I have gotten them.

utterance: Perfect. Please open the document and feel free to read through the first page. Scroll to the bottom and click get started.

utterance: Ok. Done.

utterance: Continue to go through the document and click sign on the bottom of all documents and let me know when you are done with that.

utterance: Ok I am done. I think.

utterance: Alright then click done in the top right hand corner and that will send it back to me.

utterance: Ok. Sent.

utterance: Alright I am going to tell you your policy cancelation number. Are you ready?

utterance: Yes.

utterance: It is A as in apple seven two nine four G as in Gary six two two three eight.

utterance: Ok. You said A seven two nine four G six two two three eight.

utterance: Correct. Now I am going to send you another document for the new life policy. Again please go through the document and click sign on all pages that ask. When you are done with it please click done and let me know.

utterance: Ok. I am done with that and I have clicked done.

utterance: Great I am going to give you your confirmation number. Are you ready?

utterance: Yes I am.

utterance: Six four three B as in Bob nine nine zero two three.

utterance: You said six four three B nine nine zero two three.

utterance: Correct.

utterance: Alright.

utterance: So we have cancelled your old plan and your new plan will go into place once we have a copy of your physical from your doctor.

utterance: Do I have to send that to you?

utterance: Actually just let your doctor know that you would like it sent to JJ's Life insurance and they will do it all for you.

utterance: Makes it so much easier for me.

utterance: Yes we like to try and make things easy .

utterance: Anything else I need to do?

utterance: There is not we are all good to go. Do you have any last minute questions for me?

utterance: No not at this time.

utterance: Ok well please let me know if you think of anything otherwise have a great rest of your day.

utterance: Thank you I appreciate your help.

utterance: You are welcome!

utterance: Bye.

utterance: Buh Bye.


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

utterance: Hi I am looking to find an insurance agent.

utterance: I can help you with that. What kind of insurance are you looking for?

utterance: Life insurance.

utterance: Sounds great. I am going to get some information from you and we can get you on your way to an agent.

utterance: Ok.

utterance: What is your first name?

utterance: Gerald.

utterance: G-e-r-a-l-d?

utterance: Yes.

utterance: And Gerald what is your last name?

utterance: Smith.

utterance: Ok Gerald Smith. And Gerald what is a good phone number to reach you at?

utterance: Seven six three two four five nine six three four.

utterance: That was seven six three two four five nine six three four?

utterance: Yes. #Um I think so let me double check. Yes that is correct.

utterance: Gerald what is your email address?

utterance: It is my first name dot last name seven at gmail dot com.

utterance: Ok that was Gerald dot smith seven at gmail dot com?

utterance: Yes.

utterance: Thank you and what is your date of birth?

utterance: Why do you need that information. Are you going to be my agent?

utterance: No I am just trying to get a file started for you, so I can pass along your information to an agent. Sound good?

utterance: Yeah I guess.

utterance: Ok and your date of birth?

utterance: January third ninteen seventy four.

utterance: Ok and your address?

utterance: Seven two four Element Avenue North Branch Minnesota five five four oh six.

utterance: Ok that was seven two four Element Avenue North Branch Minnesota five five four zero six?

utterance: Yes.

utterance: How is the weather up there is Minnesota?

utterance: Cold like always.

utterance: I would hate that cold weather all the time.

utterance: Yeah it gets old, but when you have lived here all your life you get used to it.

utterance: I suppose. Alright Gerald I have your account all set up. I am going to get you information to an agent in your area.

utterance: Ok.

utterance: So there is an agent that goes by Mike Magnus. He is also in the North Branch area. Sound good?

utterance: Yes.

utterance: Ok I am going to forward him your information.

utterance: Ok. Can I also get his information so I can give him a call?

utterance: Of course do you have a piece of paper ready?

utterance: #Uh give me one moment.

utterance: Alright.

utterance: Ok I am ready.

utterance: Mike's phone number is six five one three oh eight nine two six four.

utterance: Ok can you repeat that?

utterance: Yes it is six five one.

utterance: Six five one.

utterance: Three oh eight.

utterance: Three oh eight.

utterance: Nine two six four.

utterance: Nine two six four.

utterance: Would you like his email address as well?

utterance: #Um yes please.

utterance: It is Mike Magnus at life insure explore dot com.

utterance: Ok Mike m-i-k-e?

utterance: Yup.

utterance: Magnus M-a-g-n-u-s?

utterance: Correct.

utterance: At Life insure explore dot com.

utterance: That is correct.

utterance: #Uh ok.

utterance: I will forward youor information to him and let him know you are readdy to chat. But feel free to also get a hold of him.

utterance: Ok.

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

utterance: No I think that will be everything.

utterance: Perfect! Let me know if you have any other questions otherwise have a good rest of your day.

utterance: Thank you. #Uh you too.


utterance: Thank your for calling Lily's Pet Palace. This is Lily how can I help you?

utterance: Wait is this the owner Lily?

utterance: [Laughter] No I just happen to have the same name though. Good catch!

utterance: You must get that a lot with the same name.

utterance: I do, but all depends on the day.

utterance: Anyway I am looking to get some pet insurance, but I am looking around and have a few questions then want to figure out the total.

utterance: I would love to help you with that. Just so I know who I am talking to what is your name?

utterance: Janice.

utterance: Thank you and Janice just in case the call drops what is a good phone number I can reach you on?

utterance: Seven six three two oh eight three one nine nine.

utterance: Ok that was seven six three two oh eight three one nine nine.

utterance: Yes.

utterance: Alright so tell me a little bit about your pet.

utterance: Well I just got a kitten and he is eight weeks old.

utterance: How exciting. I am so excited for you! Boy or girl?

utterance: It is a boy.

utterance: Aww what's his name?

utterance: Garfield.

utterance: I love it! Is he orange and fluffy like Garfield?

utterance: No he is actually more orange and white with long fur.

utterance: So cute I bet he is just adorable.

utterance: Yeah he is. But I have a few questions for you before we go on.

utterance: Sounds good. What do you got?

utterance: What kind of plans do you have?

utterance: We offer two different types of plans Petcare Basic and Petcare Preferred.

utterance: What is the difference?

utterance: Lets talk about the basic first. What that is, is a basic pet insurance it does have a network, so you would have to go to an in network vet. There is a six month waiting period before the plan kicks in. It does cover annual wellness visits and immunizations. It also covers eighty percent of prescriptions for your pet. With this plan it does pay for illness and incidents up to two thousand dollars, with a thousand dollar deductible.

utterance: Ok how much is that plan?

utterance: That plan would be five hundred dollars a year.

utterance: What about the other plan you talked about?

utterance: That one is the Preferred plan and it includes the wellness visits once a year with immunizations. There is no network, so as long as they will bill us, so just make sure they take this plan. There is no waiting period, so you can take Garfield in right away. It also covers neutering at no cost to you. The amount it covers for illness and incident is three thousand dollars with a thousand dollar deductible.

utterance: That one sounds a lot better. It must be way more expensive?

utterance: Actually that one is only one thousand dollars a year, so not to much more when a neuter costs a few hundred dollars itself.

utterance: Yeah you are true. Hmm I I think I would like to sign Garfield up for that.

utterance: Perfect! Let me get some information for you, so I can get your account all set up and get Garfield some insurance.

utterance: Ok.

utterance: So Janice what is your last name?

utterance: Phillips.

utterance: Can you please spell that for me?

utterance: P-h-i-l-l-i-p-s.

utterance: Thank you. And what is your date if birth?

utterance: August twenty third two thousand and one.

utterance: Perfect and your address?

utterance: Six two two three Wilmore Avenue North Cambridge New York three three zero six nine.

utterance: Alright I just want to repeat that back it was Six two two three Wilmore Avenue North Cambridge New York three three zero six nine?

utterance: Yes that is correct.

utterance: And your phone number can I put down the one you gave me earlier?

utterance: Yes that is fine.

utterance: Ok now I am going to ask you a few things about Garfield.

utterance: Ok.

utterance: What is his date of birth?

utterance: June sixth two thousand twenty one.

utterance: What is his breed?

utterance: He is a persian.

utterance: And what is his weight?

utterance: Four pounds and thirteen ounces.

utterance: Aww just a little guy!

utterance: Yeah I am sure he will get much bigger.

utterance: Especially if he is anything like Garfield.

utterance: Yeah.

utterance: Alright, so I have your file and his file made. What is your primary vet?

utterance: We use Pet's Pet Hospital.

utterance: Ok. I have that down. Has Garfield received any of his immunizations yet?

utterance: No he has not.

utterance: Ok. Let me get everything all put together here and I will email you the documents to sign.

utterance: Do you have my email?

utterance: No it was on my next to do. In that case what is it?

utterance: Kat with a k mommy seven seven two two at hotmail dot com.

utterance: Ok I am going to email this over right now.

utterance: Thank you.

utterance: When you get it please open it and read through it and then you can sign it and click done. This will send it back to me.

utterance: Ok. Just looking it over. I am done.

utterance: Alright everything looks good. Last thing we need to take care of is would you like a yearly bill or a monthly bill?

utterance: #Er monthly please. How much would that be exactly?

utterance: That would be eighty three dollars and thirty three cents.

utterance: Ok and how do I pay that?

utterance: You are one step ahead of me! That was my next question would you like to write a monthly check or have it automatically come out of your bank account?

utterance: Bank account please.

utterance: Ok what is your routing number?

utterance: Let me grab my purse. It is zero zero zero zero three one six eight four two.

utterance: Ok zero zero zero zero three one six eight four two?

utterance: Yeah that is correct.

utterance: Ok and your account number?

utterance: Six nine one seven one one two six three.

utterance: That was six nine one seven one one two six three?

utterance: Yup.

utterance: Do you have a date preferance on when you would like that to come out?

utterance: Can we do the fifteenth of the month?

utterance: Yes we can! So it will come out automatically on the fifteenth of every month. This will start next month.

utterance: Ok. Is there anything I need to pay up front?

utterance: No there is not. This will actually start the first of the month.

utterance: Ok.

utterance: So we are all set up on our end and your pet insurance for Garfield will go into effect on the first on the month and your first payment of eighty three dollars and thirty three cents will come out on the fifteenth of next month.

utterance: Ok. Thank you for helping me with this.

utterance: No problem! Is there anything else I can help you with?

utterance: Nope that is it.

utterance: Great well I hope you and Garfield have a great rest of your day and thank you for calling in!

utterance: Thank you so much! You have a good day too.

utterance: Thank you!

utterance: Bye.


utterance: Thank you for calling Megs Life insurance this is Chad. How can I help you?

utterance: Well I am not sure what I am looking to do. I want to change my bill to monthly?

utterance: Yes of course! Are you currently paying yearly?

utterance: Yes and it is getting to be to much money at one time.

utterance: I totally understand. Let me pull up your file and we can go from there sound good?

utterance: Yes.

utterance: Alright and what is your first and last name?

utterance: Kari Lewison.

utterance: How do you spell that?

utterance: K-a-r-i L-e-w-i-s-o-n.

utterance: Thank you.

utterance: Yup.

utterance: Alright Kari can I have you verify some information here. What is your date of birth?

utterance: January thirteenth ninteen ninty four.

utterance: And your address?

utterance: Six three North View Road apartment three Saint Cloud Minnesota five five four four two.

utterance: It looks like that is not the address we have on file. Did you recently move?

utterance: Oh yeah sorry I forgot to update.

utterance: No problem let me just update this information. Can I have you please repeat your address?

utterance: Yeah it is six three North View Road apartment three Saint Cloud Minnesota five five four four two.

utterance: Thank you. That is all updated. Can I have you verify your phone number?

utterance: Six one five nine nie one seven three three eight.

utterance: And last thing your email address.

utterance: Klewison at comcast dot net.

utterance: Thank you. It looks like currently you have yearly billing checked which that total is one thousand four hundred and two dollars. Is that correct?

utterance: Yes that sounds right.

utterance: If we change that to monthly payments that would make it one hundred sixteen dollars and eighty three cents. Does that sound like a better amount?

utterance: Well I are there any other options?

utterance: The only otherr one would be quartely. Would you like me to figure that out for you?

utterance: Yes please.

utterance: For quarterly billing that would be once everyone three months and the total would be three hundred and fifty dollars and fifty cents. Does that sound better?

utterance: Can you repeat the monthly billing amount please?

utterance: Yes of course that would be one hundred sixteen dollars and eighty three cents.

utterance: Ok. #Um that one I thonk would work better for me and my financial situation currently.

utterance: Sounds good. Lets get you set up for monthly billing.

utterance: Ok.

utterance: Since you have not yet paid your yearly bill for this year. This would start this month. Do you have a day preferance for it to come out?

utterance: #Um can it be any day?

utterance: Yes and going forward it would come out month on that day.

utterance: Ok lets do the sisteenth?

utterance: The sixteenth that sounds good. On months that the sixteenth falls on a weekend or holiday do expect it to come out a day late.

utterance: Ok.

utterance: Alright I do have that processed and that will come out starting this month. Do you want to use the card that is already on file?

utterance: #Uh what card is that?

utterance: Card number ending in six six three two.

utterance: Sure that one should be fine.

utterance: Ok and once it is charged every month you will receive a receipt in your email. Would you like a paper copy mailed to you as well?

utterance: I don't think that is necessary.

utterance: Alright. Then we have this all updated for you to receive monthly billing. This will come out on the sixteenth of every month in the amount of one hundred sixteen dollars and eighty three cents does that sound correct?

utterance: Correct.

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

utterance: No I don't think so. At least not at this time.

utterance: Ok then thank you for calling in and have a good rest of your day.

utterance: Wait. I actually do have another question.

utterance: Of course. What is that?

utterance: Will I get confirmation of this call?

utterance: You will not, but I can give you a call number, so if you do need to reference it you can use that number. How does that sound?

utterance: Well I I guess that sounds ok.

utterance: Alright the number is three nine zero zero two six three.

utterance: Ok you said three nine zero zero two six three?

utterance: Yes.

utterance: And what was your name again?

utterance: My name was Chad.

utterance: Ok thank you Chad.

utterance: No problem is there anything else I can help you with Kari?

utterance: No I think that is all.

utterance: Great! Like I said before thank you for calling in and do have a good rest of your day.

utterance: Thank you.


utterance: Good Morning this is Miranda how can I help you?

utterance: Hi Miranda my name is Lee and I need to get a new card.

utterance: Ok are you looking for a new insurance card?

utterance: Yes please.

utterance: Alright let me pull up your file here.

utterance: Ok.

utterance: What is your name? #Um yeah you said Lee, Lee what is your last name?

utterance: Jettson.

utterance: Jettson J-e-t-t-s-o-n?

utterance: Yes.

utterance: I do need to verify your identity what is your date of birth?

utterance: #Um April ninth ninteen eighty four.

utterance: Your phone number please?

utterance: Six one two nine eight nine six four three one.

utterance: Thank you Can I please have you verify your social security number?

utterance: Yes it is three one three six eight two one four oh.

utterance: Thank you very much. So you are looking to get proof of your insurance and get a new card. Are you looking for a physical copy or will an electronic copy due?

utterance: #Uh is there a huge difference? Would I ever need one over the other?

utterance: There is not much of a difference just the delivery method. If we did physical I would have to mail that to you and if we did electrionic I would email it over to you and you would have it right away.

utterance: Oh I am not sure. #Er can you mail it to me I guess. I rather have a physical copy.

utterance: Of course let me get that ordered for you.

utterance: Do you know how that that will take to get?

utterance: We do use express shipping through the United States Postal Office. It can take up to even business days, but it is usually there earlier.

utterance: Ok I do need it for an upcoming appointment.

utterance: Would you like me to mail this out to you, but also email you a copy just to have incase you need that?

utterance: Yeah that would be great!

utterance: Okay lets get your physical one sent out to you and then we will work on the electronic.

utterance: Sounds good.

utterance: I would like to verify the address we have on file. Is it nine three two eight Delta Parkway Blaine Minnesota five five four three four.

utterance: Yes that is correct.

utterance: Ok, so it looks like I can get you a tracking number give me one moment while I print out a shipping label.

utterance: Ok.

utterance: Alright are you ready to write this down?

utterance: #Um yeah just finding a pen here. Alright got it.

utterance: The tracking number is pretty long it is z nine six three eight x l three one six four zero x nine six one.

utterance: Ok that was z nine six three eight x I three one six four zero x nine six one.

utterance: Yes correct.

utterance: And that should be here with in seven days?

utterance: Yes with in seven business days you should have your physical card.

utterance: Ok. Thank you.

utterance: Yeah actually I thought you were going to email me a copy as well.

utterance: You are correct! Thank you for reminding me. I have been so forgetful lately .

utterance: That's alright I know exactly how you feel.

utterance: In order to send this out I will need your email address.

utterance: #Um ok can you send it to more then one email?

utterance: Yes I can.

utterance: Ok my personal email is lee loves reptiles at gmail dot com.

utterance: Ok lee loves reptiles at gmail dot com?

utterance: Yes that is my personal email.

utterance: Ok and the next email?

utterance: The next email is my wifes email. That is Jane is the best one three at gmail dot com.

utterance: Okay Jane is the best one three at gmail dot com?

utterance: Yup.

utterance: That is a funny email . It makes your wife the best everytime you say it.

utterance: I know, I know I think she did that on purpose .

utterance: Alright so I am going to email that to both emails right now.

utterance: Thank you.

utterance: You should receive those within a few minutes. Is there anything else I can help you with?

utterance: #Um I don't think so. Thank you for all you help.

utterance: No problem that is what I am here for.

utterance: Have a good rest of your day.

utterance: You to Lee. Thanks for calling in.

utterance: Bye.

utterance: Bye bye.


utterance: Thank you for calling Springfield Auto how can I help you?

utterance: I need to check my account balance.

utterance: Ok I can help you with that what is your first name?

utterance: Can I just do this online. I don't have time to call in all the time.

utterance: Yes of course you can. Do you have an online account?

utterance: I don't know my wife used to do it, but now I get to.

utterance: Well once you set up an online account using your email you can check your balance and pay bills all online.

utterance: So I have to set up an account?

utterance: Correct.

utterance: How long does that take? More of my time.

utterance: It usually takes about ten minutes to get it set up, but once it is set up and working you are good to go.

utterance: Well I don't like technology, so I am not going to do that right now.

utterance: Ok well in the future if you do decide to do it just let us know and we can walk you through it.

utterance: Ok.

utterance: So lets check your balance here what is your first name?

utterance: Merlin.

utterance: Merlin M-e-r-l-i-n?

utterance: Yes. Last name is Johnson.

utterance: Merlin Johnson.

utterance: Yeah.

utterance: Alright Merlin I just have to verify your account what is your date of birth?

utterance: June sixth ninteen thirty nine.

utterance: And do you have your customer ID available?

utterance: No, do I even have one of those?

utterance: Yes you do. It would be on your ID card.

utterance: Well like I already said my wife used to take care of this and now it is all me, so I don't have that.

utterance: Ok that's fine can I have you verify your phone number?

utterance: Six one two eight three eight six four one four.

utterance: Thank you and your social security number?

utterance: Why do you need this information.

utterance: I do need to verify your identity and in order to do that with out the account ID we do need that information.

utterance: Fine. It is six one nine seven four nine two zero zero.

utterance: Thank you. It looks like we don't have a security question set up for you which we will need to do.

utterance: What does that consist of?

utterance: Well I can ask you a random generated question and you give me the answer and that will become your security question.

utterance: What if I don't know the answer?

utterance: Then we can try a new one.

utterance: Ok. Sounds like a waste of time.

utterance: I apologize this just makes it easier if you do need to call back.

utterance: Fine.

utterance: What was your first pet's name?

utterance: My first pet. Well let me think about that. His name was Rufus. He was my cat I sure do miss that little guy. He was my best friend.

utterance: Aww I love cats I have one as well and he is the best.

utterance: What is your cats name?

utterance: His name is Fluffy and he is a Maine Coon and he is just a little ball of fur.

utterance: I have a Sam still he is getting old though. So I don't know how much time he will have.

utterance: He will hopefully live a long while still.

utterance: We will see.

utterance: Alright so now that I have your security question set up lets check your balance.

utterance: Ok.

utterance: It looks like you owe six thousand nine hundred and twenty eight dollars.

utterance: What! My wife never told me that is how much we owe. I can't afford that.

utterance: Well it looks like someone has been paying monthly payments of two hundred and twenty five dollars.

utterance: She must have been doing that.

utterance: Would you like to continue that?

utterance: Yeah I guess I have no choice.

utterance: Ok. Would you like to pay your monthly bill now?

utterance: Yeah.

utterance: Alright and how would you like to pay that?

utterance: What are my options?

utterance: You can do credit card or checking account.

utterance: I will use my checking account. Do I have to send in a void check?

utterance: No need to. I will just get your routing number and account number and you will be good to go.

utterance: Ok. This is taking up my valuable time anyway.

utterance: Well I am ready when you are. What is that routing number?

utterance: Zero zero six three one four two nine one six eight two.

utterance: Ok I just want to verify that number. You said zero zero six three one four two nine one six eight two?

utterance: Yup. Do you want the account now?

utterance: Yes please.

utterance: That is zero zero one zero three six two one nine three two eight zero.

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

utterance: Yeah.

utterance: Okay and you are giving me permission to charge that checking account two hundred and twenty five dollars?

utterance: Well I don't think I have a choice. Do I?

utterance: Well you do have a choice, but you don't want to go into collections with it.

utterance: Fine.

utterance: Alright your bill is all paid and you have a new balance of six thousand seven hundred and three dollars.

utterance: That still sounds ridiculous. How much longer am I paying this for?

utterance: It looks like you have about thirty months left of payments.

utterance: Ok that doesn't seem so bad I guess.

utterance: Alright is there anything I can help you with?

utterance: No I need to go anyway.

utterance: Ok well thank you for calling in please have a great rest of your day!

utterance: Yeah bye.

utterance: Buh bye!


utterance: Good afternoon, Rivertown Insurance. How can I help you?

utterance: Hi, I need to speak to someone about my policy. I need to have a dependent take off.

utterance: No problem, we can take care of that. My name is Jane. To start, I need your first and last name, and the policy number that the dependent is enrolled on.

utterance: Hi Jane. My name is Susan Jones. The policy number is seven seven seven three six two oh seven.

utterance: Okay Susan, I'll just bring up your policy and we can get started.

utterance: Thanks.

utterance: Alright, I have the policy up. In order to make a change to dependents I do need to ask you a couple questions for security verification.

utterance: Fire away.

utterance: First, what is your date of birth.

utterance: January sixteenth nineteen sixty seven.

utterance: Okay, and, when you created your account, you gave us answers to three security questions. Do you remember doing that?

utterance: Yikes, yeah, vaguely. I always say I'm going to write those down. Let's hope I remember, do I have to remember all three?

utterance: Two of the three.

utterance: Alright, let's give it a go. Fingers crossed!

utterance: I'm cheering for you.

utterance: Okay, question number one. What is your mother's maiden name?

utterance: That one is easy. Wilson

utterance: Okay, Question number two. Who was your favorite teacher?

utterance: oh jeez, I think I would have said Mister Neale. Neale with an e at the end n. e. a. l. e. I hope I said that.

utterance: Okay, Question number three

utterance: Wait, did I get that one right?

utterance: I can't tell you that, I just ask the questions, and if you've got them correct, or two of them at least, we can move on with changing the policy.

utterance: Okay, yeah that makes sense. Whew It's like playing Jeopardy or something, Okay, ready for question three.

utterance: Okay. Question number three. What is the name of your first pet?

utterance: Oh man, it was Tip-Tippy! That was so long ago, had a little black tip on his tail, Tippy, yes, final answer.

utterance: Correct! Okay, we can move on.

utterance: Jeez, whew. I should write those down.

utterance: So, now we can get to the details. You wanted to cancel a dependent? Is that correct?

utterance: Yes, my daughter has just finished University and started with a firm, she has her own coverage now.

utterance: Congratualtions! That's exciting, you must be proud.

utterance: Very!

utterance: So which daughter is that? Jill or Ann?

utterance: Jill, her birthday is May sixth, nineteen two thousand and one.

utterance: Okay, and when do you want her coverage to end?

utterance: good question, I thought once she was out of university her coverage ended right away? Do I have options there?

utterance: Yes, there is a six month grace period, for her to have her own coverage, after six months she will drop off automatically.

utterance: Well, she started with her company a month ago, and there is the usual three month waiting period, so let's see that would be in October, so let's cancel her for October first. Does that work?

utterance: Yes, that's well within the six months. I can set her coverage to cancel October first and she'll start her own coverage with her company.

utterance: Perfect.

utterance: Done, You'll receive an email with the cancellation notice. Is sjones at gmail dot com still the correct email for you?

utterance: Yep.

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

utterance: I'm just wondering, will that reduce our premium? With Jill dropping off the plan?

utterance: No, you have family coverage, so with your other daughter still on the plan, the premium will remain the same. When her coverage ends as a dependent though, then you will have couple coverage, so that will reduce the premium.

utterance: Okay, that will be a couple more years, but good to know. Thank you.

utterance: My pleasure. Did you have any other questions?

utterance: Nope, that's it. Thank you for your help, that was relatively painless.

utterance: Well, I'm glad, it was a pleasure talking with you. Thank you for choosing Rivertown Insurance. You have a great day Susan.

utterance: You too Jane. Thanks again, bye!

utterance: Bye Susan.