utterance: Thank you for calling Intellibank. This is Quinn. How can I help you?

utterance: Oh my God. Quinn. Help help me help me help me. I'm I'm sorry. I'm just a nervous wreck. I I have had a hell of a last twelve hours. And I I I I need a a lot of help.

utterance: Oh no. I'm so sorry. What is going on?

utterance: OK. so last night me and my friends. We were coming out of the club. And we were going to my car in the parking lot and we were robbed at gun point. the the the person stole my wallet and got my credit card and and I I I even they took the keys. They didn't take my car but they took my key. Like I'm I'm just a mess. I don't know what to do right now.

utterance: Aww.

utterance: I am so sorry. I'm so so sorry. I'm here to help you. please bare with me. I have to ask you a bunch of questions which I'm sure you're not really in the mood for right now. But let's just take it slow.

utterance: have like. I. I. I. I. Let's. Let's take it slow. Let's help out. Let's Let's just. For a minute. Let's just soak in. Let's soak in. Like something stupid. Like the weather. Like. How's the weather where you are? Are are you here in Nashville. Like here. I'm not if you're familiar with Nashville? It rains a lot. So it's very gloomy a lot of the time.

utterance: Yeah.

utterance: Mhm.

utterance: Mhm. I'm not in Nashville. I'm actually in Florence, Kansas. Oh. I think we have similar weather. It's kinda gloomy right here right now. It's a little chillier than it should be. yeah I think we do have similar weather. I. I've visited Nashville a lot. And yeah. I feel you. I. I feel like it it's a little gloomy here, too. As well.

utterance: OK. I'm. I'm. I'm.

utterance: I'm calming down a little. Even with the gloom of the rain but. it's just I'm very. I'm just very stressed out.

utterance: OK. Yeah.

utterance: Yeah.

utterance: Oh my gosh. I totally understand. I'm so so sorry. can we please start out. Like I said. Let's just. We'll take our time No rush. Let's just start. Let me have your first and last name.

utterance: OK. The first name is Michael.

utterance: OK.

utterance: Last name is Cheeks.

utterance: And is that C H E E K S?

utterance: Yes.

utterance: OK. OK. And what's your date of birth?

utterance: May fifteenth.

utterance: Mhm.

utterance: Nineteen seventy-six.

utterance: OK. And your social please?

utterance: OK the social is. Two oh one. Seven nine. Six eight. Three four.

utterance: Mhm.

utterance: Mhm.

utterance: Mhm.

utterance: Mhm.

utterance: OK. And your account number? If you have that?

utterance: Oh. Hang on one second. Lemme I'm sorry. Hang. Hang on. Hang on. Hang on.

utterance: OK.

utterance: OK. I know.

utterance: Please take your time Mr. Cheeks. Just take your time. No problem.

utterance: OK. I I have it.

utterance: OK. When ever you are ready. Go ahead.

utterance: Alright. It's Zero six one.

utterance: Mhm.

utterance: Mhm.

utterance: Seven nine. Eight three six five four.

utterance: OK.

utterance: OK. And so. You would say that last night on the nineteenth is when it was stolen.

utterance: Yeah we were at Club Hill Vana.

utterance: Right.

utterance: OK.

utterance: And and like you know. I paid my bill in the club. And came out. and that's it. So that. I mean that's I should hope is the last charge on my card.

utterance: OK.

utterance: Mhm. Mhm.

utterance: And that's when that happened.

utterance: Correct.

utterance: OK. OK. Well first of all, let's just go ahead and cancel that.

utterance: OK.

utterance: I'm gonna go ahead and cancel this card right now before we get into anything else.

utterance: Please.

utterance: OK.

utterance: I'm canceling this. OK. And I'm also putting a note that it was stolen. Putting a little note of what happened in your account. And. OK. So I'm going to.

utterance: Like Like I mean seriously. Like. They they steal the card. How how much do they think they can get. Because they gotta figure the person's going to cancel the card.

utterance: Yeah.

utterance: Mhm.

utterance: Well unfortunately I'm really sorry but I know that you said last night was the last time that you used the card. But I'm looking the charges and someone used your card this morning at Best Buy.

utterance: Oh, no. No, no, no. No! No!

utterance: And they bought a laptop.

utterance: For three thousand dollars. I'm so sorry.

utterance: So now I have to pay for

utterance: No.

utterance: Absolutely not. So what we're are gonna do is. Please stay calm, Mr. Cheek. I'm so sorry. Stay calm. I'm gonna. We already canceled the card. I noted that. It was stolen. You were robbed. We know what happened. What's gonna happen now is we are gonna do an investigation. And we actually. If this makes you feel any better. We have caught ninety-seven percent of people who have been robbed. We've caught their assailants. we've caught them.

utterance: OK.

utterance: We can trace it. They have cameras at Best Buy. I know for a fact. It's really ironic because a woman called a few days ago. And for some reason whoever stole her card. They also went to Best Buy. So I don't know if that's like a thief thing. Where people want to go buy electronics.

utterance: I. I mean there's like.

utterance: Did the person. They were even wearing they like they were wearing the goofiest clothes. Like they were wearing. they were wearing what were those clothes in the in the ninety. Those baggy pants with the zebra stripes. They were wearing those pants.

utterance: Mhm.

utterance: Mhm.

utterance: Did you do police report?

utterance: Yeah yeah yeah. Of course. Yes.

utterance: OK. Yeah.

utterance: OK. Perfect. So What we're gonna do is. We are going to. So now this is gonna go into our investigations team. they work together with the police. now that I your. You know the account number and all that that happened. this is gonna be escalated. I'm escalating this. To our department that will handle this as an investigation. As a as a theft.

utterance: Now do I.

utterance: So.

utterance: Do I need to like file a dispute with Intelligent Bank? Or.

utterance: Oh no. It's Intellibank. Silly.

utterance: Oh oh.

utterance: I know. I'm sorry Mr. Cheeks. I know. You,

utterance: To me you guys are very. You guys are very Intellibank, so.

utterance: Yeah. It's Intellibank.

utterance: OK. No. This is gonna. I already escalated it. So you don't have to do anything. So like. Detectives and like our team will be in touch with you. about this so please look out for that as a phone call. But right now. As I said I. I canceled that card. So I'd like to send you a new card. just please when when you're ready. Just confirm your address for me?

utterance: OK.

utterance: OK.

utterance: It's three three five.

utterance: Mhm.

utterance: Harrison Avenue.

utterance: OK.

utterance: And that's Nashville, Tennessee.

utterance: OK.

utterance: That's three seven.

utterance: Mhm.

utterance: Two zero five.

utterance: OK. Perfect. So, I'm gonna send you the card. That will take about five to seven business days. in the meantime if you need cash. Unfortunately you're gonna have to go to your local branch. Do you know where that is?

utterance: Yes.

utterance: OK. I'm so sorry about what you have been through last night and today. And if you ever need anything please give us a call back. We are here for you. We are on the case. You will be hearing from us. please look out for our call. And is there anything else I can do for you?

utterance: That's everything.

utterance: OK. Thank you Mr. Cheeks. Please hang in there.

utterance: Thank you so much.

utterance: Bye bye.


speaker_role: Agent

utterance: Thank you for calling Intellibank. What can I do for you today?

speaker_role: Customer

utterance: yeah, I'd like to close my account and transfer the money from the closed account to another one.

utterance: Sure, no problem. May I have your full name and date of birth, please?

utterance: Sure James Forest. And my date of birth is March first nineteen eighty-one. Also the account I'm looking to close is my savings and the account number is one four one two five two.

utterance: Great. Thanks. May I ask why you're looking to close that account?

utterance: Oh it's just it's not working for me anymore.

utterance: Oh I understand. for your security question, what is the name of your first pet?

utterance: Soliman.

utterance: Thank you. Which account would you like to use for the deposit?

utterance: Oh, my checking account.

utterance: OK. I'll just need the routing number and account number in order to make that transfer.

utterance: OK. Sure. The routing number is zero zero zero two three two one four seven. And the account number is one four one two five three.

utterance: Thanks for that information. So just to confirm, the residual balance in your savings account is five hundred and twenty dollars. I will close this account today and transfer this amount to your checking account. These changes will take effect today.

utterance: Oh OK, thank you.

utterance: You're welcome. Would you be interested in any information regarding other online banking products at this time?

utterance: No, no. I check my online account a lot so I'm up to date with your products.

utterance: Oh, well that's good to hear. Is there anything else I can do to help?

utterance: Just one more question. In the future, do I need to call the the helpline to close my account? Or can I just do do that online?

utterance: You would actually need to call the bank for that.

utterance: Mm OK. That's good to know. Thanks for your help again.

utterance: Sure, my pleasure. Thanks again for calling Intellibank.


utterance: Good afternoon. Thank you for calling Intellibank. This is Rose. How can I help you today?

utterance: Hi Rose. How are you today?

utterance: I'm doing great. Thank you so much for asking. How are you?

utterance: I'm doing great. I've been outside enjoying this weather most of the day. My name is Kim. I I actually am calling to dispute a charge on my account. on my checking account please.

utterance: OK. I can certainly help you with that. I wish I was out enjoying my day today too but I am stuck in my office.

utterance: Oh no. Yeah working on on the weekends always sucked. I remember doing that for years and years and while all my friends were out gallivanting around, I was working on the weekend.

utterance: Right. Yeah I can see the sun setting from my office window and I just want to be out there.

utterance: I imagine.

utterance: All right, Kim. I wanna ask you a few questions to get into your account for you and help you. All right. I see so your first name is Kim. And what is your last name?

utterance: Sure.

utterance: It's Johns. It's J O H N S and my date of birth is four twenty-four seventy-seven.

utterance: All right. Thank you so much for that information and are you calling about your checking or a savings?

utterance: my checking account.

utterance: OK and can you please provide me with that number.

utterance: Sure. That is let me see here. Now I thought I had it right in front of me. Bear with me for one moment.

utterance: Sure. Take your time.

utterance: Oh OK here we go. the checking account number is one one two one zero zero zero five nine five.

utterance: Thank you so much. And I have a security question for you. What is your mother's maiden name?

utterance: her maiden name is Murphy.

utterance: OK. Thank you so much. And can you please tell me what the dollar amount is for this transaction that you're disputing?

utterance: Sure.

utterance: The the dollar amount is three hundred and eleven dollars and eleven cents and the the dispute is actually with a hotel. I had canceled with them five days ago and they told me that they were not gonna charge my account. I have called the hotel actually three times since I saw this charge on my online statement and no one has gotten back to me. so I thought I could dispute it with you guys and then you know the can you know, they they can settle it with you. Because the the stay didn't happen and it was canceled within twenty-four hours. So it was within their cancellation policy and there shouldn't I never had the stay, so there should be a charge.

utterance: OK. So your reason for the dispute is that you've never stayed and they were not supposed to charge you to begin with.

utterance: Exactly.

utterance: OK. And you said the dollar amount was three hundred and eleven dollars. And what date was that?

utterance: that was for August twentieth.

utterance: August twentieth. OK. All right. Thank you so much. And Miss Johns I just have a few more questions for you before I can get over to the dispute the dispute department, excuse me. And get this handled for you. does anyone else have access to your account that could've possibly made this transaction?

utterance: Of this year.

utterance: Sure.

utterance: no. Just me. I've never given my card or my card information to anybody.

utterance: OK. And I know you said you don't recognize this transaction and the business that we're talking about is what hotel?

utterance: It was the Hamden Inn. I mean I recognize the the hotel, it's just that they weren't supposed to charge me and I have tried to reconcile it with them and they haven't gotten back to me. I've contacted them three separate times and still it's been, you know, since the middle of last month or excuse me, the previous month. It's even October now. So it's been over a month you know since that date and once I saw all that on my statement last month I contacted them and I've contacted them like I said three times and they haven't gotten back to me. So I just want to you know, have you all remove it and then you know, that way I don't have to even wait on them any longer.

utterance: Mhm.

utterance: I understand your frustration completely. They should have handled this on their end and we will make sure to take care of it on ours. All right. I just wanted to confirm that I have all the necessary information to start this dispute for you Miss Johns. I will be putting you on just a brief hold. I have to submit this information to our dispute department. they may actually get on the line to speak to you as well. so if you just bear with me just a moment, OK?

utterance: Sure. Thank you.

utterance: OK, I'll be

utterance: Right back. You're welcome.

utterance: OK Miss Johns. Thank you so much for holding. So they're not gonna need to speak to you. I gave them all the information and they have already started your dispute. However what we will need to do right now is go ahead and lock that card to protect you against any further fraudulent charges. OK?

utterance: OK.

utterance: did you need to go and take money out before we do that? I know sometimes it's an inconvenience to lock a card down. I only have one card that I use and I know that would would have an issue for me. So I just wanted to give you that opportunity if you needed to do so.

utterance: Right.

utterance: No. That's OK. I would like my account balance for that same for the checking account. and So it'll be locked until the. And how long do the disputes take?

utterance: That dispute generally takes well it's being documented right now. So it should take anywhere from three to five business days for you to hear back from our dispute department. I just wanna make sure that we have the correct phone number on file. Could you please tell me that number?

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

utterance: OK. Thank you. And also your updated email.

utterance: the email address should be already on file correctly cuz I get those emails but it's K Johns seven seven seven at Gmail dot com.

utterance: OK.

utterance: OK fabulous. So they'll be contacting you by email and also by phone. usually these disputes are pretty quick. so I would say it'd probably be closer to three days rather than five. OK. and I'm gonna go ahead to put that lock on and could you let me know. check your email and just see if you have confirmation of that.

utterance: OK.

utterance: OK. I got the email.

utterance: All right. Thank you so much. OK Miss Johns, was there anything else that I could help you with today?

utterance: yes. I just wanted the account balance. For the checking

utterance: Oh

utterance: I'm so sorry. You did ask me that previously. OK, that account balance, sans the three hundred and eleven dollars that is not supposed to be there. Is five thousand five hundred dollars and thirteen cents.

utterance: Oh OK. Thank you so much. I appreciate it.

utterance: You are very welcome. And was there anything else that I could help you with today?

utterance: Nope. That's everything. Thanks so much.

utterance: All right and you didn't need me to check the savings account balance did you? I'm sorry, I I thought you asked me that earlier or did I just.

utterance: No. I was I was asking for the checking account. You gave me that.

utterance: Oh my goodness.

utterance: Everything's running together today. I'm so sorry.

utterance: That's OK.

utterance: All right Miss Johns. We value your loyalty here at Intellibank and thank you so much for being a great customer. I hope you have a wonderful rest of your weekend.

utterance: Thank you. You too.

utterance: Thank you. Bye bye.

utterance: Bye Bye.


utterance: Thank you for calling Intellibank customer services. This is Steven. How can I help you?

utterance: yeah, I think I would like to check the balance of my checking account.

utterance: All right, I can certainly help you with that. Can I get your full name, please?

utterance: Dan Thomas. T H O M A S.

utterance: And, my date of birth is May twelfth nineteen sixty.

utterance: All right, sir. Thank you. And, can I have the last four of your social, please?

utterance: Eight zero one one.

utterance: All right, sir. And, can I have you verify your identity for me by answering the following question?

utterance: What was your mother's maiden name?

utterance: Green, G R E E N.

utterance: All right, sir, thank you. I've verified that information.

utterance: And you were wanting to check the balance of your checking account?

utterance: yeah, on second thought I'm having to buy some new tires for my car and let's just close my savings account and let's move the money to my checking account, please.

utterance: All right, sir. I can I can help you with that.

utterance: Can I get the account number for your savings account, please?

utterance: just one second, let me look it up.

utterance: Not a problem, take your time.

utterance: OK. it is two zero nine zero two one.

utterance: Eight four two zero.

utterance: All right. That's two zero nine.

utterance: Zero two one eight four two zero, correct?

utterance: That is correct.

utterance: All right, sir.

utterance: And can I ask, why is it that you were wanting to close out your savings account today?

utterance: yeah, I just don't get very much interest on it and I'm tired of the monthly fee.

utterance: All right, sir. I can understand that.

utterance: I will get that taken care of for you, and I see that's going to leave a residual balance of three hundred and ninety-seven dollars and twelve cents.

utterance: OK. And and yeah I want that moved to my checking account.

utterance: OK.

utterance: Can I have the account number for your checking account?

utterance: Seven three zero six nine five six eight two nine.

utterance: That's seven three zero six nine five six eight two nine, correct?

utterance: That is correct.

utterance: All right, sir. I'll get this processed for you. One moment.

utterance: How's the weather up there where you're at?

utterance: the weather's been doing pretty good. We've got that nice fall weather coming through, so it's it's been cool but sunny and just really nice to be outside.

utterance: Yeah, that's about how is it here. Very nice. I like it.

utterance: Oh yes. Fall's my favorite time of the year.

utterance: It is mine also.

utterance: All right, sir. I've got that processed and I've got your savings account closed.

utterance: You will receive a notice in the mail with the full details of the closure.

utterance: but do rest assured that that account has been closed out. And the funds have been transferred to your checking account.

utterance: You should see them available there within twenty-four to forty-eight hours.

utterance: OK. That sounds great.

utterance: All right, sir. Is there anything else that I can help you with?

utterance: can you tell me what hours and days that most branches are open?

utterance: Yes, sir. all of our branches are going to be open Monday through Friday from eight a.m. to five p.m.. Except for on federally recognized holidays.

utterance: And then, most our branches will also be open on Saturdays from nine a.m. to two p.m..

utterance: OK. That sounds great.

utterance: All right, and is there anything else that I can help you with, sir?

utterance: certainly can't think of anything.

utterance: OK. Well, if you'll just hold on the line for me, there's gonna be a short survey that comes up.

utterance: It will allow you to tell us how we did today, and how we can better service your banking needs in the future.

utterance: OK. I appreciate it.

utterance: You too, sir. You have a great evening.

utterance: All right, thank you.

utterance: Thank you.


utterance: Thank you for calling Intellibank. My name is Ashley. How may I help you today?

utterance: Hi, yes. I need to get some banking done and I'm hoping you can help me with that.

utterance: All right. Well I can definitely assist you. you've come to the right place. just give me one moment and I will bring up my system here.

utterance: Oh my gosh. I'm not. Sorry, not you. I'm watching the news. Did you hear about the SpaceX now allowing the human civilians to go into space?

utterance: You know what, I did hear about that. I think that is awesome. I would never do it personally, but I heard that William Shatner from Star Trek went on there. he just flew into space the other day. I mean, I think it's cool that they're allowing that finally, but you know, I it's that's too much for me. Millions of dollars.

utterance: That's fine. I don't care how much it is. I want both of my feet on Earth.

utterance: Same. I feel the exact same way. All right and what kind of banking do you need help with today?

utterance: All right. I need to make a transfer from my savings to my checking.

utterance: OK. All right. Well, I'll definitely be happy to assist you with that. I just need to get you authenticated real quick. what is your first and last name and your phone number please?

utterance: Hailey Parker and three one five four four four two two three seven.

utterance: Perfect and your date of birth?

utterance: Is four fifteen nineteen eighty-nine.

utterance: Thank you and your credit card number?

utterance: I forgot about that one. Hold on one second. Let me grab that.

utterance: OK. Take your time.

utterance: All righty. That number is five three five three four five nine zero two three four eight one nine six three.

utterance: Thank you. And lastly for verification purposes, your security question just is your mother's maiden name please.

utterance: Brugerds.

utterance: Perfect. All right and which account will you be withdrawing funds from for the transfer today?

utterance: That is gonna be the account three four six seven two three nine.

utterance: All right. Just to confirm, three four six seven two three nine. Correct?

utterance: Correct.

utterance: OK. So I see your savings has an account balance of two thousand four hundred and fifty-five dollars. what kind of transfer would you like to make?

utterance: Yes. So, I would like to transfer a thousand of that to my checking account.

utterance: OK. We can do that. That's not a problem. Just need the routing number for the checking account that you're transferring to.

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

utterance: Thank you and the account number for your checking account?

utterance: Two one one seven six five eight.

utterance: OK. So just to confirm both those pieces of information the checking account number is three four five eight seven six three two one and your account number is two one one seven six five eight. Is that correct?

utterance: Correct.

utterance: OK. Thank you. All right, so your checking account has a balance of eight hundred and fifty dollars. So we will be depositing the thousand dollars into your checking account. Your request will be finalized and completed within twenty-four to forty-eight hours.

utterance: OK, great. Thank you so much.

utterance: You're very welcome and is there anything else that I can assist you with today?

utterance: Actually, there is. I've been hearing about the travel plus card that you have and I was wondering if you could tell me more about it?

utterance: Yes, absolutely. it's actually our traveler's card and it comes with a lot of perks. We have a lot of cash back incentives with specific retailers that we have agreements with and you can easily look at that information. And I can actually, if you'd like, if you provide me with your email address, I can send you more information about it and it gives you a list of all the retailers that we do business with that offer cash back incentives. and it can be a pretty, you know, lucrative card to have. if you would. Would you like an email about that information?

utterance: yes, please.

utterance: OK. if you would just provide me with your email address, I'll be happy to get that right over.

utterance: OK. My email address is Hailey Parker two two at Gmail dot com.

utterance: Perfect. All right, so I'll submit that. That'll be sent to you right away. And, it says it sent successfully. Is there anything else that I can assist you with today?

utterance: No, ma'am. You've been such a great help. Thank you.

utterance: You're very welcome, and thank you for calling Intellibank. You enjoy the rest of your day.

utterance: You too. Mm, bye bye.

utterance: Thank you.

utterance: Bye bye.


utterance: Thank you for calling Intellibank, my name is Alyssa, how can I help you?

utterance: Hi. Yeah, I just called about finding a branch near me then I got disconnected.

utterance: Oh. I'm so sorry about that. Lemme just get some information so I can assist you further. In case we get disconnected again, is this a good number to call you back on?

utterance: yes.

utterance: To verify your number that you're calling from is eight one eight three nine nine one six two seven, correct?

utterance: Yes. Wasn't it just you I was talking to? Do you need my address again and everything?

utterance: so I apologize, you were talking to another associate before so I will need your information to assist you.

utterance: Ugh. OK. sorry I'm just really frustrated and I'm running late.

utterance: I understand your frustration. Let's go ahead and get you on your way. What is the address you are currently at?

utterance: you know I'm staying at a vacation rental. I'll stay. Just give me a second to pull up the address again.

utterance: OK. so just so you know in the future, we do have a branch locator on our website that will help you find ATMs and branches near you.

utterance: I know, I tried that already. I just keep getting some kind of error message.

utterance: Oh. OK, well again, I apologize for the inconvenience. Go ahead and read off the address when you pull it up .

utterance: Sorry I don't know if my phone is lagging or the internet or what but it's just taking a minute.

utterance: No worries at all. Whenever you're ready.

utterance: I should've just taken a screenshot and avoided this whole mess.

utterance: you know and it could be that maybe your Wi-Fi or location isn't turned on. I forget to do that every time I go on vacation and I use up all of my data trying to find all the good restaurants.

utterance: no, I don't think it's that. I always have those turned on.

utterance: Oh, OK. well I can start narrowing it down while you pull the address. You said you were out of state?

utterance: Yeah, I'm in Colorado.

utterance: OK and what city in Colorado are you currently in?

utterance: Denver. I mean technically Littleton.

utterance: OK and what street are you on ?

utterance: OK I got it. I am at five four nine six South King Street. Littleton Colorado eight zero zero nine four.

utterance: OK. Perfect. thank you. just give me a minute, I am just putting in the address and pulling up those locations.

utterance: OK. Thank you. sorry again about before. Like I said, I am just running super late and I don't want to miss my brother's show.

utterance: No worries. Is he in a play?

utterance: No. He's in a band and it's his first gig tonight. I flew all the way out here to support him and I just don't want to miss it and I need cash for parking.

utterance: Oh how awesome! Well he's got a wonderful sister for being so supportive to fly all the way out there.

utterance: Yeah, well he's my little brother. I wouldn't miss it for the world. I just need to get some cash out first.

utterance: That's so sweet. just one more moment, the computer's just taking a minute to load all the locations. what kind of music does he play?

utterance: He plays the banjo for a bluegrass band, if you can believe it. I I don't know where he ended up you know getting in the banjo or let alone bluegrass music growing up in California but here we are.

utterance: How fun! And you said this was his first show?

utterance: yeah, they're having this beer and bluegrass festival out here. He got picked for one of the sets, which is really cool. he isn't opening up for anyone big or anything but you know it's still really big to him.

utterance: Oh that's awesome, he must be so excited.

utterance: Excited. Nervous. You know it's his first time playing on a big stage for a crowd. Bigger than you know just some of his friends and maybe a few other people in the back of a bar somewhere. You know when I talked to him earlier he seemed pretty anxious.

utterance: Oh you know I'm sure that he's gonna be great. OK so I've some branches with ATMs not too far away from you. I have one at nineteen nineteen Prince Street, which is about one point two miles away from you. I have one at three four one seven Jason Avenue, which is three miles away. Or I have one at two three one nine Hanson Street, which is about four miles away from your current location.

utterance: can you tell me which one is on my way from here to downtown Denver?

utterance: yes. So it looks like the branch at two three one nine hanson is on the way from you to downtown taking the I twenty-five north.

utterance: Awesome. Thank you so much.

utterance: No problem. Was there anything else I could help you with this evening?

utterance: yeah what time does the branch close?

utterance: so this branch closes at six p.m. mountain standard time but the ATMs are available anytime for cash withdrawal.

utterance: OK, awesome. Thank you.

utterance: No problem. Thank you so much for banking with Intellibank and have fun at your brother's show.

utterance: Will do. Thank you.

utterance: Have a good evening. Goodbye.


utterance: Hello.

utterance: Thank you for calling Intellibank. My name is Andrea. How can I help you today?

utterance: yes I moved last week and I would like to get my statement sent to my new address. And oh yeah oh yeah and I went through the account statement comes out. did it already come out?

utterance: no sir they haven't come out for this month yet they actually come out usually around the fifteenth of each month so from the fifteenth to the fifteenth so if you moved within that time you should be getting a new account statement in the mail after you update your address information so would you like to just update your address information today.

utterance: yes please.

utterance: OK sir before I complete this transaction I need to ask you a few questions to verify your account.

utterance: All right.

utterance: All right can I get your first and last name please?

utterance: Yes my first name is Mike last name Lowery.

utterance: Michael Lowery. could you spell your last name for me, sir.

utterance: Yes.

utterance: L O W E R Y.

utterance: K that's L O W E R Y.

utterance: Yes.

utterance: can I get your date of birth please?

utterance: Yes date of birth is twelve seven one nine seven four.

utterance: Twelve seven one nine seven four.

utterance: Yes.

utterance: All right sir for our authentication purposes I need to get your credit card number we have on file here.

utterance: Yes, my credit card number is five four seven eight two two one four four three five one one four eight seven.

utterance: All right sir. You listed your number as five four seven eight. Two two one four four three five one one four eight seven.

utterance: Yes.

utterance: Yes. All right. Thank you very much of verifying that and for security purpose could you give me the last four digits of your social?

utterance: yes it's six nine nine eight.

utterance: All right sir six nine nine eight yes we have that on file and to verify you said you want to remove your old address and update it to a new address that you just moved to.

utterance: Yes please.

utterance: All right sir in order to do that let me go ahead and verify that you are removing this old address it is four one six South Central Road in Memphis Tennessee three eight zero one eight.

utterance: Yes.

utterance: So you are replacing that address. OK sir what is that new street address.

utterance: Yes the new street address is two four five East Greenwood Drive Memphis. Memphis Tennessee area code three eight one zero eight.

utterance: All right sir let me clarify that. Your new address is two four five East Greenwood Drive in Memphis Tennessee. And that ZIP code is three eight one zero eight.

utterance: Correct.

utterance: All right sir.

utterance: I have updated their information for you.

utterance: And your account statement will be coming out on the fifteenth. It should go straight to that address, sir. if you actually transferred any mails to that address sometimes it'll it would it would've gotten processed anyway and would've been sent there with you.

utterance: Kay.

utterance: OK thank you very much. So how's your day going so far?

utterance: Oh it's going pretty good sir I'm I'm looking forward to the weekend already though.

utterance: Me too, me too.

utterance: Yes I'm supposed to head out with my kids for the weekend.

utterance: You'll guys gonna have fun.

utterance: Yeah I'm gonna try to have some fun.

utterance: All right that's right.

utterance: All right sir. did you wanna find out any information about online banking? Perhaps I can just send you a flyer in the mail.

utterance: yes can you send me file in the mail?

utterance: Yes sir I can send you to this address that you have on file here but to just give you a quick synopsis of what it's gonna entail it's so you that you can just check your account online if you want to. You can update your files or do any other information that you normally would call in for you can even check your balance if you want to really quickly so you would just go on our website and set that up but like you

utterance: Like I said I can go just ahead and send you a flyer and that way you would have all that information right at hand.

utterance: All right sounds good.

utterance: OK sir would that be all for you today?

utterance: Yes ma'am.

utterance: Thank you so much for calling Mr. Lowery and for being a loyal customer and client. Again my name is Andrea. Enjoy the rest of your day!

utterance: you too.

utterance: Thank you. Bye bye.

utterance: All right.


utterance: Hello, this is Josie with Intellibank. How can I help you?

utterance: Hi Josie, I'd lik to make a bank transfer please.

utterance: I can help you with that. What kind of a transfer are you looking to do sir?

utterance: I would like to transfer some money from my savings into my checking account. I'm gonna take out my girlfriend. For fun night out.

utterance: Well, I'm sure she will enjoy that. One moment, let me. If I could get your account information. You're starting from the savings account. Can you provide your savings account number sir?

utterance: Yes ma'am. my savings account number is nine zero zero one three zero.

utterance: Nine zero zero one three zero. Let my pull that up. One moment please. All right, I have pulled up your savings account information. Can you please give me your name and birth date?

utterance: Yes. My name is Michael Johnson.

utterance: OK, and your birth date sir.

utterance: Oh sorry about that I forgot. My birthday is March, twentieth nineteen ninety-seven.

utterance: Thank you. And just to validate this account can you also provide If you have your driver's license number? We also have a credit card number on file either one.

utterance: Sure hold on I got my driver's license around here somewhere. Just a moment please.

utterance: OK here It is. My driver's license number is two four seven three six nine two seven.

utterance: Thank you, Mr. Johnson. That's what we have on file. OK so we're looking to transfer money from your savings account. Do you have your checking account number sir?

utterance: Yes. The checking account number should be, nine zero zero four seven one.

utterance: Nine zero zero four seven one OK, thank you. Let me pull that up as well OK. What is the dollar amount that you would like to transfer from your savings to your checking account?

utterance: Five hundred dollars please.

utterance: Five hundred dollars OK. Your current balance, before this transfer in your savings account is one thousand two hundred dollars and fifty-three cents. and that will be transferring five hundred dollars from your savings account into your checking account your checking account balance at present, before the transfer is four hundred sixty-five dollars and two cents One moment. Let me go ahead and enter this information. I'll be right back OK. thank you, sir, for holding. I have entered this information. Transferring five hundred dollars from your savings account number nine zero zero one three zero to your checking account. Number nine zero zero four seven one and that will be five hundred dollars effective tomorrow, October, the thirteenth twenty twenty. Is there anything else I can do to help you sir?

utterance: Yes. Would you mind telling me real quick, what the what y'all the hours are for the Intelligence Bank?

utterance: For Intellibank, yes sir. Our hours on Monday through Friday are from nine a.m. until five p.m. and on Saturdays, we are open from nine a.m. until two p.m..

utterance: OK, thank you very much and you said this transfer would occur today or sometime this week?

utterance: Yes. That will be effective tomorrow since it is after business hours. So it will be effective tomorrow.

utterance: OK, that's great. I'm I plan on taking her out tomorrow. So that'll coinside perfectly. Have you ever been to Xena's?

utterance: No sir, I have not. Is that a restaurant?

utterance: Oh yeah, Xena's X E N A. Great food, great food. I'm a big fan of their lump crab cakes but my golly are they expensive. So But I I guess I guess that's all I have. Thank you very much, Josie.

utterance: Thank Mr. Johnson. I did wanna ask you, would you like any further information about setting up an online banking in order to transfer funds more conveniently in the future?

utterance: Sure is it like an app or how would I do that?

utterance: Absolutely, you can download the app . From your phone. The app is called The Intellibank Cash App. So if you search for that you'll be able to download it. It will prompt you for your account information. It will also give you some validation questions such as your check Texas driver's license number and it'll ask you information like your birth date. To varify that this is your account and once you set that up you'll have it on your phone and you'll have the ability to move the money on your own without having to call us in the future.

utterance: OK I'll I'll definitely check that out when I get home later. Thanks for letting me know and sorry for calling y'alls bank by the wrong name.

utterance: Oh that's quite all right Mr. Johnson. I hope you have a wonderful evening.

utterance: You too. Thank you. Bye bye.

utterance: Bye bye.


utterance: Hello and thank you for calling Intellibank. My name is Jennifer, how may I help you?

utterance: Hello, how are you doing today? But I'm calling to locate an ATM near me and report my card lost.

utterance: OK. I can assist you with that. Can I have your first and last name please?

utterance: Steve Henderson.

utterance: OK, Mr. Henderson. Can I have your date of birth and account number, please?

utterance: Yes, you may. My date of birth is April the twenty-third, nineteen eighty-three. My account number is two six four oh seven three two.

utterance: Oh I'm sorry, I didn't catch that account number. Can you repeat that again for me more slowly?

utterance: Yes ma'am. It's two six four oh seven three two.

utterance: OK, perfect. And for your security code, what is the name of the street you grew up on?

utterance: Sixty-third Street.

utterance: Thank you. Awesome. Thank you. So you stated that you would like to locate an ATM?

utterance: Yes, please.

utterance: OK. to assist you with that, I will need the street address where you are inquiring. Can I please have that street address?

utterance: Two six eight Southwest Thirty-fourth Street.

utterance: OK. And the city and state?

utterance: Jupiter Springs, South Carolina.

utterance: OK, and that ZIP code. Please.

utterance: Nine Eight nine nine two oh.

utterance: Eight nine nine two zero, is that correct?

utterance: Yes, ma'am. Sorry for the misunderstanding.

utterance: Oh, no worries. No worries at all. MK. And I do see that there are several ATMs near your location. there is an ATM located on eighty-fifth street. that one's about two miles away from you. are you familiar with the CVS on eighty-fifth street?

utterance: No, ma'am.

utterance: No? OK, let me see here. there is also an ATM at the Bank of Saint Martin. that's about one point three miles away from you on West East Boulevard. but there is a two dollars and ninety-nine cent fee at that location. are you. Are you familiar with that area?

utterance: No, not really.

utterance: OK. All right, but you can go into our online banking, and that way you can find all of our ATM and branch locations. Would you like further information about how to find ATMs in your location using our bank. Online banking tool?

utterance: Yes, please. And do these ATM locations accept cash deposits? As well?

utterance: yes all of our ATMs accept cash deposits. and if you have created an online banking. Do you already have an online banking account?

utterance: Yes, ma'am.

utterance: OK, good. So if you go on the online banking. Log in. To the left, you will see where it says help me locate ATMs or branch locations. If you just click on that, type in your ZIP code. It will pop up for you.

utterance: OK.

utterance: OK, and you also stated that you would like to report a lost card, is this correct?

utterance: Yes, ma'am.

utterance: OK, thank you. Can I have your credit card number, please?

utterance: Seven six four three eight six four three nine eight five seven nine six four six.

utterance: OK, thank you. And can I have the date your credit card was lost?

utterance: September third.

utterance: OK. And can I. Do you remember the business where you last used your card?

utterance: The Burger King on twenty-ninth.

utterance: OK, let me take a look here. OK, so I do see that that was the last transaction. the Burger King on twenty-ninth. Thank you for that. But I have canceled the credit card and reissued you a new one. You can expect to receive your credit card in the mail in seven to ten business days. once you get that card there will be a sticker on the front that you'll call to activate your new card.

utterance: OK.

utterance: All righty. would you like further information about online banking and reporting your card lost or stolen so that you can do this online?

utterance: What is involved in setting it. Up online banking? So is there Are any other ways to report a stolen card, other than calling?

utterance: yes, so you can report your card lost or stolen with our online banking tool. if you just log into your account, it will be a link there that you can click. Also, there's a number that you can call for lost and stolen cards, as well. is there anything else that I can do for you?

utterance: No, that's it. Thank you very much.

utterance: I'm sorry, is there anything else that I can do for you?

utterance: No. Thank you. And have a blessed day.

utterance: OK. Thank you for calling Intellibank. My name is Jennifer, and have a great day.

utterance: You, too.


utterance: Thanks for calling Intellibank. Lisa speaking, and to whom am I speaking with?

utterance: with Emily Forbes.

utterance: Thank you Miss Forbes, and may I have the account number that your calling in regards to today?

utterance: Yes ma'am it would be four oh three twenty-one seven seven four zero zero nine three.

utterance: Thank you, I have that as four zero three two one seven seven four zero zero nine three.

utterance: Yes ma'am that is correct.

utterance: Great, and is that a checking or a savings account?

utterance: It would be a savings account.

utterance: Thank you. Miss Forbes can you please verify for me your date of birth?

utterance: Yes ma'am. September second nineteen ninety-one.

utterance: Awesome, and may I also have the sixteen digit card number associated to your savings account?

utterance: Yes ma'am give me one second, and let me go ahead and look for that for you.

utterance: Absolutely, take your time.

utterance: OK I found it my credit card number would be four eight five three nine four one seven nine six three zero zero nine three two.

utterance: Thank you, I have that as four eight five three nine four one seven nine six three zero zero nine three two.

utterance: Yes ma'am that is correct.

utterance: All right great one last piece of information please if you wouldn't mind verifying for me the name of your first pet.

utterance: Yes ma'am it my name of my first pet would be Amy.

utterance: Amy. Could you spell that for me please?

utterance: Yes ma'am no problem A M Y.

utterance: Great. And Miss Forbes how can I help you today?

utterance: I was trying to close my account, and transfer over the remaining funds to my new account. I no longer need this this bank no more.

utterance: OK well I can definitely assist you in transferring your funds. I show that your balance in your savings account is eight hundred fifty-six dollars and ninety-three cents. Now if you don't mind me asking. What's the reason for closing your account with us today?

utterance: I I just don't need the account no more I want I want to go to a new bank that offers rewards programs, such as mortgage loans and credit credit

utterance: Cash back and you know credit loans.

utterance: OK. Well I can definitely understand that now mortgage loans is not one the current products that we offer. We do offer some pretty great credit cards that have different rewards programs. Are you familiar with any of our credit cards that we offer?

utterance: no ma'am. I was looking into y'all's traveling's card if anything.

utterance: Oh you must mean our travelers card, yeah that's a a great card, do you travel?

utterance: yes I do I just ain't never I I mean I have never flew on a plane before. Yeah. I'm I'm getting on one actually pretty soon, and just the weather and everything just makes me just really nervous. Have you ever flew before yourself?

utterance: Oh, wow

utterance: yes ma'am I've I've taken quite a few trips. I when I was younger I used to work for the airlines, and so I I got to travel frequently. Traveling you know during rain or thunderstorms is actually pretty awesome if you have a window seat. The show from up there is unlike anything you've seen before, so I would definitely recommend a a window seat as well as a pack of gum you're gonna want gum so your ears don't pop. But you'll be fine.

utterance: And you said you have flown in bad weather?

utterance: All right.

utterance: yes ma'am I I have I took a actually a pretty long trip from Texas to Washington state and it was raining cats and dogs but you know when you get high up and and the higher the altitude you'll actually find for the most part you're above the storm so you know it's like I said I would definitely recommend the window seat. cause then you can watch it you know. It's not like being in on the ground when you're watching the storm come down on you, but to be above the storm and watching it while it's happening is is pretty awesome.

utterance: OK.

utterance: Seems like something that I would I would really look into.

utterance: Yes ma'am. Now Miss Forbes we're gonna transfer your funds. Let me just let you know that it could take approximately five to seven business days. so you'll you'll want to allow for that. Now with today being Friday and Saturday and Sunday being non-business days. You wouldn't actually be expecting to receive your funds until approximately October fifteenth is that gonna be an issue?

utterance: yes and no. Would there be anyway I could get that like quicker or?

utterance: Sure, you always have the option of coming into the branch and withdrawing the funds and closing out the account with a teller. Otherwise, you know we can electronically transfer it. I just wanted to make sure that you're aware of the turn around time on that.

utterance: Yes I I guess I'll be OK.

utterance: OK, great then what I'm gonna need is I'm gonna need your nine digit routing number and your account number.

utterance: OK. Whenever you're ready.

utterance: Yeah, sure your nine digit routing number please.

utterance: OK it is two seven seven zero four nine eight two one.

utterance: Great I have that as two seven seven zero four nine eight two one for Bank of America?

utterance: Yes ma'am.

utterance: Great and what's your account number?

utterance: My account number would be three nine zero zero four seven seven one two three zero four.

utterance: Great, I have that as three nine zero zero four seven seven one two three zero four. Is that correct?

utterance: Yes ma'am it is.

utterance: Great. All right so I will go ahead and submit in the request to have your funds electronically transferred and again the balance on that is eight hundred fifty-six dollars and ninety-three cents. You should be expecting those to run on or about approximately October fifteenth.

utterance: All right and Miss Forbes was there anything else that I might be able to assist you with today?

utterance: No ma'am That really that's everything.

utterance: All right well it's been a pleasure speaking with you. You enjoy your trip, and thank you for being a valued customer of Intellibank you have a great day.

utterance: Thank you, you too. Bye bye.

utterance: Yes ma'am, goodbye.


utterance: Thank you for calling Intellibank. My name is Jake. Can I get your first and last name please?

utterance: yes, first name Ben, last name Reilly.

utterance: OK. Reilly. R E I L Y or L L Y?

utterance: it's two Ls. R E I L L Y.

utterance: L L Y. OK. Can I also get your date of birth?

utterance: yes. November twenty-third nineteen seventy-nine.

utterance: OK. And for security purposes, can I get your state ID or driver's license?

utterance: yes, that would be R P four zero seven five seven three.

utterance: All righty, and also for security purpose, can I get your email address that we have on file?

utterance: yes. The email is B as in boy. Reilly, that's R E I L L Y seven nine at Yahoo dot com.

utterance: OK. And you said it's at seven nine at Yahoo dot com?

utterance: Correct.

utterance: OK. OK. How can I help you Mr. Reilly?

utterance: well first I want to update my email information on my account.

utterance: OK. We can do that.

utterance: All right. And what's the new email?

utterance: so you would just changing the server from my at Yahoo to Gmail, so this time it'll be B Reilly seven nine at Gmail dot com.

utterance: At Gmail dot com. Easy fix. Easy transition. Leaving Yahoo going to Gmail.

utterance: Mhm. Mhm.

utterance: yeah. My Yahoo folder has filled up. I have no more memory without paying and I refuse.

utterance: Wow! They have you pay now?

utterance: yeah, once you reach a certain memory threshold you have to pay like I think like five ninety-nine a month and I I just don't think it's worth it. I barely use it anymore anyway.

utterance: I don't think anybody really uses Yahoo anymore, yeah, that. I I respect that move.

utterance: I mean, I get nothing but spam in that folder anyway. So, you know.

utterance: Right, yeah.

utterance: I remember Yahoo AOL, Hotmail a lot of them be spammed out.

utterance: Yeah.

utterance: OK. All right. We'll get that done. Is there anything else I can help you with ?

utterance: I I wanna know the nearest branch location near me.

utterance: OK.

utterance: You're still in the ZIP code four five two two five?

utterance: yes.

utterance: OK.

utterance: All right . You're still at thirty-two thirty-eight Bowling Green Street?

utterance: Yes, correct.

utterance: OK.

utterance: OK right now, what I'm looking at, we have a new branch on fifty-two thirty-eight Main Street. that's about less than two miles and near you.

utterance: That's not too bad.

utterance: Yeah . Let's get another one. We got one that's two miles out from you west, going west

utterance: on forty-three, sixty-seven Cowhorn Street.

utterance: Mm OK.

utterance: Mm so whether you're coming in or out, you know, north or south, you you should be able to find a bank near you.

utterance: And that's the one that is off Highway seventy-five?

utterance: Cowhorn Street? Yes.

utterance: OK.

utterance: Yes.

utterance: Yes. yeah, it. Matter of fact while I have you on the phone, do you have the Intellibank app?

utterance: I do not, actually.

utterance: You do not?

utterance: No.

utterance: OK. If you can go to Google Store.

utterance: Mhm.

utterance: Google Play Store or even the Apple Store and go to or search Intellibank app, that's Intelli with a I.

utterance: M~

utterance: OK.

utterance: yeah, once you download that you can pretty much type in same information as you gave me and it'll ping where you're currently located at. Different branches, different ATMs, different different ATMs that charge, different ATMs that don't charge. it's pretty well well-rounded app and you can also check our account, change things in real time for your account with that app. But yeah, is there anything else I can help you with Mr. Reilly?

utterance: Also you're saying that with using the app, I can update all of my information and locate branches and ATMs, just using this app?

utterance: Yes, yes.

utterance: Awesome. That's

utterance: Great.

utterance: yeah you just download that. Make make an account. Make sure you have this new email that you just gave me to log in on and you're good to go man.

utterance: Mhm.

utterance: Awesome, sounds like a plan.

utterance: That ain't nothing. I'm glad I sound like a plan? Anything I can help you out?

utterance: no, that'll that'll be it.

utterance: Well, you have a lovely day Mr. Reilly and thank you for calling Intellibank.

utterance: All right, thanks a lot.

utterance: No problem.


utterance: Thanks for calling Intellibank. This is Jerry, how can I help you.

utterance: Yes hey Jerry. How you doing today?

utterance: Terrific thanks for asking, how's your day going?

utterance: Oh it's going pretty good. My name is Evelyn Richards and I would like to update my email address and if you could find me a couple of branches near me. That's not too far.

utterance: Certainly Ms. Richards happy to help you with this. thanks for giving us a call here at Intellibank and I wanted to just pull up some information here. If you would Ms. Richards just to verify your account information. What is your date of birth and your phone number?

utterance: OK my date of birth is eleven eleven eighty-four and my phone number is six seven eight, two zero two, four two five three.

utterance: OK that's six seven eight two oh two, four two five three?

utterance: Yes.

utterance: Terrific. And Ms. Richards, what is your account number?

utterance: My account number is nine eight four six five nine.

utterance: OK thank you for that Ms. Richards. And again for security purposes, what is your mother's maiden name?

utterance: Sanchez.

utterance: OK. and Ms. Richards, I'll be happy to assist you with those two issues. If you would tell me what is the account that you wanted to update?

utterance: OK I wanna to update my email and I can go ahead and give you the email.

utterance: OK yes if you would what's that new email address?

utterance: OK the new email address is E Richards one at Mail dot net.

utterance: OK that's E Richards one at Mail dot net?

utterance: Yes.

utterance: OK thank you for that. I've gone ahead and updated that for you and just so that you know Ms. Richards, you can also go online if you have access to online banking with us. Do you have online banking access?

utterance: Yes I do.

utterance: OK terrific. Well just so that you know Ms. Richards, you can just go online and you can update your address and email all right there online.

utterance: OK I didn't know that.

utterance: We try to make simple as possible for you so that because we know you're very busy.

utterance: Yes, thank you then.

utterance: happy to assist you with that. And you also said too that you wanted to find a couple branches near you?

utterance: Yes I would.

utterance: OK and Ms. Richards if you would just let me know what is your you know where are you at? what is the address that you're at right now?

utterance: OK I'm at one forty-one Oakwood Avenue Avondale Estates Georgia. Three zero zero zero two.

utterance: OK that appears to be your home phone number so you wanted to find branches near your home?

utterance: Yes.

utterance: OK terrific happy to pull that up for you and Ms. Richards it appears that I found three locations that are near your address.

utterance: OK.

utterance: I see that there is one location at the Walmart located at ten ten Johnson Drive in Smyrna.

utterance: OK now that one is a little bit too far. Could you give me another one, or see if you could find one.

utterance: Sure Ms. Richards it appears that I also found that there's one that's maybe a little bit in this general vicinity that's at five seven eight Richardson Road.

utterance: Oh that's perfect.

utterance: And it's there in Smyrna.

utterance: Great. That's much better.

utterance: Terrific we try to make sure that we have branches that are near by and accessible. And just so that you know, the hours of that branch is from Monday through Friday from nine to four p.m.. for your convenience if you ever wanted to stop by.

utterance: OK that would be great. I appreciate that.

utterance: And Ms. Richards, also just so that you know. when it comes to the branches they do also have the ability to have a drop box that you can make drop box deposits make checks or what have you available if you need to that are available after hours as well an ATM that's there if your not able to make it during the branch hours.

utterance: Oh that's great. So I can do that. And how can I, and so that's how I'd be able to make a deposit by check.

utterance: Yes you can do a deposit by check. if you are unable to make it to the branch you can also scan online on a mobile app your check and you can make a deposit that way as well.

utterance: Great OK thank you very much.

utterance: And Ms. Richards is there anything else I can help you with?

utterance: No there isn't.

utterance: Well again, thanks for calling Intellibank and we appreciate your business.

utterance: Tha~

utterance: Thank you. You have a good weekend.

utterance: Bye bye.

utterance: Bye.


utterance: Hello, my name is Alexis. Thank you for calling Intellibank. How may I help you today?

utterance: Hi Alexis. I have trouble today. And I need to change my address.

utterance: OK. So what do you need to change about your address?

utterance: I need to change the whole address, if you don't mind.

utterance: OK, Well, let me pull up your account. May I ask for you account number, please?

utterance: Sure. My account number is four eight four eight five six seven three two one nine eight. One zero one two one one.

utterance: And may I have your date of birth, please?

utterance: It is eight fifteen seventy-eight.

utterance: And the answer to your security question?

utterance: Blue.

utterance: Thank you for verifying your question. Let me proceed on to help you on with changing your address. OK, so what's your new address that you need?

utterance: My address is two four five six Main Street Houston, Texas four three eight eight two.

utterance: Yes.

utterance: OK, so let me repeat that. It's two four five eight Main Street Houston, Texas four three eight one two?

utterance: No, it's two four five six Main Street Houston, Texas four three eight eight two.

utterance: Oh, I apologize for the inconvenience. Let me go ahead and correct that.

utterance: That's OK. How've you been doing today, Alexis?

utterance: I'm doing good. How are you ma'am?

utterance: I'm doing good. Getting by .

utterance: I know what you mean. The weather is nice out there today.

utterance: It is beautiful. I love fall. So the new address to be changed into your account is two four five six Main Street Houston, Texas four three eight eight two. Is that correct?

utterance: That's correct, Alexis .

utterance: All right, we made these to your account. Is there anything else that you need me to help you with today?

utterance: No, that is it, Alexis. I thank you so much.

utterance: Well, if you need any more changes to your account or anything else with the banking service, please don't hesitate to give us a call at any time. You have a good day.

utterance: You, too, Alexis.

utterance: Bye.

utterance: Bye.


utterance: Good morning. This is Anita Parker from Intellibank. How may I help you please?

utterance: Good morning, Anita. How are you doing today?

utterance: I'm very well.

utterance: How's the day going?

utterance: Very well.

utterance: OK.

utterance: I was trying to pick up a few things online and I couldn't. I don't know what the problem may be.

utterance: OK. Do you have a problem transferring?

utterance: Exactly. I have a problem transferring.

utterance: OK. May I know the account type you wanted to transfer from?

utterance: I. It's a savings account.

utterance: OK. May I know how much you wanted to transfer?

utterance: five thousand dollars.

utterance: Well the savings account has a limit of three thousand dollars transfer. I think that's why you couldn't make the transaction.

utterance: Wow, wow wow. So so what can be done? Could you help me with it? I need to do this transfer. It's very important.

utterance: Yes I can.

utterance: do you have any other accounts, like a checkings account, with us?

utterance: Yes. I have a checkings account.

utterance: How about I help you transfer the money from your savings to your checkings, then you can make your payment?

utterance: Yeah that will fine because I know that the checkings account. I don't have enough to do that transaction. So if that can be done that'd be wonderful. Could you help me with it?

utterance: Alright. I will need the. The details for your account. Can I know your first name and your last name, please?

utterance: OK. The name is Brown. Brown is the surname . And the first name is James.

utterance: OK, Mister James. can you state your date of birth?

utterance: seventeenth of September, nineteen ninety.

utterance: Can you give me the last four digits of your social security number?

utterance: that's four three two one.

utterance: A security question.

utterance: That's fine.

utterance: What's the name of your first pet?

utterance: Cactus.

utterance: OK. Can I have the account number for your savings account?

utterance: OK. zero zero two six, four three two one, one one zero.

utterance: OK.

utterance: Can I have the account number for your checkings account?

utterance: Yes. Four six two one, three four five two, six.

utterance: Can I have the routing number for your savings account please?

utterance: OK. Triple two, four, zero eight three two one.

utterance: OK. May I ask how much you will be willing to transfer from your savings account to checkings account please?

utterance: let's do five thousand, five hundred dollars.

utterance: OK. this will take a while though but you can hold on for a sec.

utterance: That. That. That will be fine by me.

utterance: OK. We just made a transfer from your savings account to your checkings account. You will get a notification.

utterance: OK. Thank you very much. Thank you very much for it. I hope the notification won't take so long.

utterance: No. You should have gotten a notification by now.

utterance: OK. That's fine.

utterance: Your current account balance for your savings account is two thousand five hundred and Twenty. Two thousand five hundred dollars and twenty cents.

utterance: That's. That's OK. Think I have that. It's correct.

utterance: How about the checkings account now, what do I have in it?

utterance: You have nine thousand dollars and fifty cents.

utterance: That's fine. That's fine by me.

utterance: OK. Would you like to asses our online banking service to help you better next time?

utterance: I. I would have loved to. How do I go about it?

utterance: OK. You can log into our website at WWW dot Intellibank dot com.

utterance: WWW dot Intellibank dot com. One word, right? Intellibank. One word.

utterance: Yeah.

utterance: That's Fine. OK.

utterance: Or

utterance: You can also download our app.

utterance: From any play store. The Intellibank app it will help you for your Intellibanking.

utterance: From.

utterance: That's fine. That's fine. I will do that immediately.

utterance: Alright. Is there any other thing you want us to do for you please?

utterance: for now I think I'm fine. It was nice talking to you. Thank you very much.

utterance: Alright. Thank you for banking with us. Do have a lovely day.

utterance: Thanks.


utterance: Thank you for calling Intellibank. We value our customers. This is Brenda, how may I help you?

utterance: Yeah, I need to find a new branch to bank at.

utterance: OK, let me check on that. Who am I speaking with today?

utterance: It's Jill Baker.

utterance: And do you prefer that I call you Jill or Mrs Baker?

utterance: it doesn't matter. You can call me Jill.

utterance: OK Jill, can you tell me what your account number is?

utterance: yeah, hold on just a moment. I wanna look that up. Give me just a second OK. It's no. Oh, it's three four six. Zero two, nine nine eight.

utterance: OK, thank you Jill. Can I also get your date of birth?

utterance: Yeah, it's March the second of nineteen eighty.

utterance: OK Jill, your account has a security question on it. Could you also tell me the city you were born in?

utterance: I was born in Tucson, all right.

utterance: And are you willing to find a location that's near your home?

utterance: yeah, so let me explain, so I went to the branch I normally go to this week and my boyfriend's ex-wife, she's apparently working there now as a teller. And I just. I really do not want to go to that branch and have to deal with her anymore.

utterance: OK, I I understand that. I just wanna confirm real quick, so your address is three zero nine Western Creek. Is that correct?

utterance: Yes, that's right.

utterance: OK, and can you tell me the branch that you normally go to? I just wanna make sure that I rule that one out for you when I'm looking OK.

utterance: I'm not exactly sure what the numerics are but it's on Antioch Road I believe.

utterance: All right, let me look. So I only find one on Antioch Road. that one is two three six nine Antioch road in Kansas City. Does that one sound, sound right to you?

utterance: I think that one's right. It's really near twenty-third, so it's probably right. That's probably correct.

utterance: OK, let me, let me see what I can find close by to you besides that location. Will be just a moment OK.

utterance: That's fine, I mean, I probably sound like I'm being really dramatic. I I really don't mean to be

utterance: Are you married or are you divorced?

utterance: I'm actually currently engaged.

utterance: Well very, well congratulations to you.

utterance: I'm divorced and so is my boyfriend, and and things are not great with our exes but, especially his if you know what I mean.

utterance: absolutely, I can understand where you're coming from and we want you to feel comfortable as a customer for the service you are receiving from our Intellibank so. So obviously we wanna get this rectified for you and find you a banking location that you'll be more comfortable at.

utterance: OK, I appreciate it. I mean, I'm, I don't mean to be dramatic. I've I've worked overnights last night and so I think this whole thing has just made me a little bit more grouchy than I, I normally am. I'm also just really tired .

utterance: Oh, well I'm sorry about that. . I know that that makes for a long night and I can understand being a little irritable. What kind of work do you do?

utterance: I'm a nurse. I I work in a trauma centre. I normally don't do the night shift but the last few nights, I been, I been there to help somebody out, you know, just. My body's not accepting the new schedule very well, and neither is my brain for that matter.

utterance: Well, I'm sorry that you're having a difficult time Jill, but hopefully we can at least resolve this issue for you to take some of that stress away. Jill, I did find another location for you and it actually appears that it's a little bit closer to you than the Antilock, Antioch location was that you been going to. Do you have a pen and I'll give you that address for, for this new one?

utterance: Yeah, I got one, go ahead.

utterance: OK, so it looks like there is a location that's one point three miles from you. It recently opened in April and it's in the Falls Crieff location. It operates at nine zero eight two nine Houston Falls. That's nine zero eight two nine Houston Falls and that's Kansas City. Are you familiar at all with that Falls Crieff area?

utterance: I think so. I think it's, I think it's near the shopping centre if I'm correct.

utterance: Yep, that is correct. It should be located in the parking lot of the shopping centre and it's on the north side of the main entrance.

utterance: OK, that's actually a lot closer. can you tell me, does it have a drive through?

utterance: Let me have a look on here for you. yeah, it looks like it does have a drive through, through with a virtual teller option as well until seven. p.m. for two of those lanes OK.

utterance: What's what's a virtual teller?

utterance: so our virtual teller. They those are spring tellers who work after their normal lobby hours . So, they work out of our main customer service centre but they, they process deposits, transactions, they get change. They can pretty much do most everything other than the loan systems that our normal bank tellers can do. they normally operate from five p.m. to seven p.m. at the locations that they work, and they they, essentially, they just speak to you through a little monitor on, on the on the drive through lane with the ATM so that you can basically communicate what you want with them, and then they will process that for you.

utterance: That's really neat, that's really helpful.

utterance: OK, now that I have a location for you, was there anything else that I could do for you?

utterance: yeah, can I ask how I change my card account number?

utterance: I'm sorry, your card account number?

utterance: Yeah, so I need to change the account number thing that I put in whenever I go to the ATM.

utterance: do you mean like your PIN number?

utterance: Yeah, is that the four, four numbers that I have to put into the ATM when I use it to make a debit purchase?

utterance: Yeah, so that's actually called your debit PIN number . if you need to change that, you can contact the number on the back of your debit card and they can process that request for you. or if you have time right now, I can transfer you over to the card services department and they can help you with that.

utterance: Oh, yeah, that'd be cool. Can you transfer me?

utterance: Yeah, if you can hold on just a moment, I'll get you over there today. Real quick here though before I transfer you, I I do need to confirm the four digit account passcode that you have per your account request. the account passcode is not the PIN that we were just discussing. It's the, the passcode that's actually on your account.

utterance: Yeah, I know if that one is. That one's six zero nine eight.

utterance: Yep, OK, that's correct. If you can hold on one moment for me, I'm gonna get you transferred over there. I'm gonna stay on the phone with you until I get you connected though, OK. Give me just a moment all right. I'm gonna transfer you. OK, all right Jill, so I have a card service member on the line to speak with you but before I send you to him, I just wanna make sure that there is nothing else I can do for you today OK?

utterance: nope, I don't think so Brenda. You've been really wonderful.

utterance: All right Jill. Well thank you for choosing Intellibank OK. Enjoy your day.


utterance: Hello and thank you for calling Intellibank. My name is Jamie. How may I help you?

utterance: Hello it's really stormy here so I hope I don't lose you. Is the weather bad in your location?

utterance: No, sir. It's not.

utterance: OK good. I thought that I lost my card but someone sent it back to me in the mail so I have my card.

utterance: OK so how may I help you today?

utterance: I need to find a nearest ATM and dispute a transaction.

utterance: OK. Can I have your first and last name, please, and your date of birth?

utterance: My name is Charlie Dean. Date of birth is December the twenty-third nineteen eighty.

utterance: OK thank you and your security question. What is the name of your first pet?

utterance: Jasper.

utterance: Jasper is a cute name.

utterance: OK thank you. So you said that you will like to locate an ATM. Is that correct?

utterance: Yes, ma'am.

utterance: So you stated that you would like to locate an ATM. Is that correct?

utterance: No. I need to find the nearest ATM and dispute a transaction.

utterance: Oh OK. can I have your street address where you are inquiring?

utterance: Nine seven six South East. Drive Lane.

utterance: OK and the city and state?

utterance: Miami, Florida.

utterance: OK and the ZIP code, please.

utterance: Uh-oh. Three two five six seven.

utterance: OK. Thank you for providing that information for me. I do see that there are several ATMs near your location.

utterance: There is an ATM located on Rogers Street point seven miles away.

utterance: are you familiar with Rogers Street?

utterance: No. I'm not.

utterance: OK. oh there is also an ATM at the Coastal West Bank.

utterance: that one is about two point five miles away from you on Temple Terrace Drive. have you ever heard of the bank location close to West Bank?

utterance: No, ma'am. I have not.

utterance: OK. Well, that one is on Temple Terrace Drive. there is a three ninety-nine fee at that location what about there's a location here on third and fourteen street? Have you ever heard of that location?

utterance: Yes.

utterance: OK.

utterance: All right. So yeah that will be the closest location to you. would you like further information about how to find ATMs using our online banking tool?

utterance: No, thank you. But I can dispute a charge for these.

utterance: I was checking my card and I see a transaction that I did not approve.

utterance: My account balance is just not sound right either.

utterance: OK and can I have the card number connected to the transaction you are disputing?

utterance: I don't have that with me right now.

utterance: OK. What about the account number for the charge?

utterance: Three seven four seven five seven four five.

utterance: OK. Thank you.

utterance: And the dollar amount of the transaction in question.

utterance: Thirty-four dollars and seventy-seven cent.

utterance: OK and the date this transaction occurred.

utterance: March the fifth.

utterance: OK. Let me take a look here.

utterance: All right and the last question. what is the reason for the dispute?

utterance: I did not process this.

utterance: OK. Has anyone else has access to your card?

utterance: No.

utterance: OK. I see that the business is Walmart located in Hendersonville, North Carolina. Do you recognize this business?

utterance: No. I don't.

utterance: OK. Does this transaction have a membership fee?

utterance: No. This is a whole new one.

utterance: OK. So we will do a transaction inbye bye. So we will do a transaction investigation that will take about five to seven business days. During that time we will lock the card to avoid any further fraudulent transactions.

utterance: OK. Thank you very much.

utterance: All right. No problem. is there anything else I can do for you?

utterance: Yes. Can I update my personal information?

utterance: OK and what piece of information would you like to update?

utterance: My email.

utterance: OK. Can I have your current email address?

utterance: Yes we can't fix it at AOL dot com.

utterance: OK.

utterance: All right and I have that information updated. Would you like further information about online banking in order to update personal information more conveniently in the future?

utterance: No, thank you. I'd like to call in to make sure it's done correctly.

utterance: Oh OK. That's no problem. All right is there anything else that I can do for you?

utterance: No, ma'am. Thank you very much.

utterance: All right. Thank you for calling Intellibank. My name is Jamie. Have a great day.

utterance: OK you too. God bless.


utterance: Thank you for calling Intellibank. This is Daisy. How may I help you?

utterance: Hi Daisy, my name is George. I'm calling because I have a flat tire and can't get to my branch.

utterance: Oh no, let's see if I can help. What is it you were hoping to do today?

utterance: I just wanna move some money around.

utterance: are you thinking of doing a wire transfer from say your checking to your savings?

utterance: I could do that but I was actually hoping I could transfer money from my wife's account. I want her to pick a tire up on her way home from work so, just so I could swap it out.

utterance: OK, do you and your wife both have separate accounts with Intellibank?

utterance: Yeah.

utterance: Oh I see. OK George, I'd be happy to help you today, let's pull up your account. What is your full name and address please?

utterance: My name's George Emery, and I live on one fifty-three Pinecone Circle in Branson, Missouri, five five three two four.

utterance: Thank you. Your date of birth?

utterance: September twenty-first nineteen ninety-nine.

utterance: And what is the name of your first pet?

utterance: Wink.

utterance: Wink, thank you. And please confirm your checking account number.

utterance: Sure, it's zero zero one six three nine two two one seven.

utterance: Thank you. Is this the checking account you'd like to move the funds from?

utterance: Yes.

utterance: Great. Your current balance is six thousand four hundred and ten dollars and fifty-two cents. How much are we gonna transfer to your wife's account?

utterance: Seven hundred and fifty dollars. You know I, that should cover a tire or two.

utterance: Yeah it should. All right is her account checking or savings?

utterance: Checking.

utterance: OK may I have the account number please?

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

utterance: One moment George, I'm gonna put this information together and then I'll have you confirm it all for me.

utterance: OK, take your time.

utterance: All right, here's the information. George Emery is authorizing an internal wire transfer in the amount of seven hundred and fifty dollars from his Intellibank checking account number zero zero one six three nine two two one seven to his wife's checking account, number zero zero one six three nine three three one eight. Is this correct?

utterance: Yes.

utterance: Great. It'll be just a moment and I'll have a confirmation number for you.

utterance: OK. How's your day going Daisy?

utterance: Pretty good, how about you George?

utterance: Oh I think I already told you how my day's going, I have a flat tire.

utterance: Aww. That's the strangest thing, you just woke up and there was a flat tire? Are you parked in your driveway?

utterance: It happened as I was pulling out of my driveway, I think I ran over a stone.

utterance: Oh I see. That's unfortunate.

utterance: Yeah.

utterance: Well George, I have this transaction number ready for you to write down. Do you have a pen?

utterance: Yeah, got it right here.

utterance: OK that number is eight nine nine one two seven three one two.

utterance: OK, eight nine nine one two seven three one two?

utterance: Yep, you got it. And then your final balance in your checking account is five thousand six sixty and fifty-two cents. Is there anything else that I can assist you with today?

utterance: Could you repeat that really quick? What was my final balance and also can you check why I can't log in online?

utterance: Your balance and why you can't check in online, sure. Yeah I'd be happy to help you with that. So again, your balance is five thousand six hundred and sixty dollars and fifty-two cents. And have you successfully logged on previously?

utterance: No I haven't been able to.

utterance: Oh I see. Yeah it shows here that you haven't activated your account login. So let me pull up that information and I'll explain that to you.

utterance: OK.

utterance: So if this is your first time using Intellibank's online banking click the first time users enroll here link. Read and accept the online banking disclosures and enter your account number, your social security number, your date of birth and then create a password. Once you're all logged in you'll be prompted to choose the choose and answer five security questions and also enroll in the one time security code feature. Does this make sense?

utterance: yeah.

utterance: All right, would you like me to email that information to you?

utterance: Yes please.

utterance: And is your email still G Emery at Gmail dot com?

utterance: Yeah.

utterance: OK. I have sent that information, you should receive that email shortly. If you look at that and have any questions or concerns, of course just feel free to give us a call back.

utterance: OK.

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

utterance: No, that was all.

utterance: All right, well thank you for calling Intellibank and have a great day.

utterance: Thank you, you too. Bye.

utterance: Thank you, bye bye.


utterance: Hello thank you for calling Intellibank. This is Kevin. How may I help you?

utterance: Hi Kevin. How are you?

utterance: I'm doing very well. How are you doing?

utterance: Oh I'm doing fabulous.

utterance: What can I help you with today?

utterance: we need to transfer some money internationally.

utterance: OK are you looking to wire money internationally or ACH it? Or.

utterance: wire please.

utterance: OK. All right. So, and you said it needs to go internationally. Correct?

utterance: Yes. Correct.

utterance: Mkay.

utterance: All right. So who do I have the pleasure of speaking with today?

utterance: this is Simone Bishop.

utterance: OK Simone. And do you happen to have your account number that we're wiring the money from?

utterance: no I don't actually. Actually hold on. You know what? I'm driving. I gotta pull over. This is not safe.

utterance: OK.

utterance: Sorry about that.

utterance: No worries.

utterance: You're on my headset so don't worry about it that I'm looking at my phone. I just have to pull over so hold on.

utterance: OK.

utterance: All right.

utterance: OK. what did you ask me for? I'm sorry.

utterance: So I was asking if you had a an account number that we're wiring the money from.

utterance: no I don't.

utterance: OK. current address?

utterance: yes. current address is six ten Silver Spring Road Heber Massachusetts nine four zero one one.

utterance: All right. Six ten Silver Spring Road in Heber Massachusetts nine four six one one?

utterance: zero one one.

utterance: Zero one one. Sorry about that. all right. And so I'm pulling up Simone Bishop here. All right and your date of birth Simone?

utterance: my date of birth is September twenty-ninth nineteen seventy-four.

utterance: OK. And the last four of your social security number.

utterance: Three two one four.

utterance: Three two one four. OK that all checks out. All right. So we're in here, and which account are we transferring the money from? From your checking or your savings account?

utterance: From my checking account.

utterance: From your checking account? OK. All right perfect. and how much are we transferring?

utterance: Yes, please.

utterance: thirty-five thousand please.

utterance: Thirty-five thousand dollars? OK. That's quite a wire transfer. Is everything OK?

utterance: Yeah. It's my sister. It's just. Yeah there's stuff I gotta take care of.

utterance: Oh, OK.

utterance: All right so the fee for transferring that internationally is going to be a hundred and ninty-nine dollars.

utterance: Whoa where are we transferring those?

utterance: it's our international transfer fee for over ten thousand dollars. cuz there's a whole bunch of regulatory issues that come in when you transfer more than ten thousand.

utterance: OK.

utterance: She's just.

utterance: Getting more expensive by the second.

utterance: Yep. unfortunately yeah.

utterance: It's her wedding. So.

utterance: OK. Got it. OK so We need the routing number that we're wiring this money to.

utterance: OK yeah it's gonna go to her account. the routing number is two three one four five five one two two.

utterance: two three one four five five one two two for the routing number.

utterance: Yep.

utterance: OK and then account number?

utterance: the account number is nine one zero two one three five seven.

utterance: Nine one zero two one three five seven for the account number. OK. And again we are wiring thirty-five thousand dollars. And the name on the account that we are wiring it to?

utterance: it is Melanie Webster.

utterance: Melanie Webster. OK and do you want any any do you want a reference on this? Or.

utterance: Yes. Can you guys send me a receipt?

utterance: yes, we can absolutely send you a receipt but is there a a reference number or anything else that you want attached to this wire transfer?

utterance: So I know that it has been received.

utterance: a reference number?

utterance: maybe congratulations for your wedding or you know.

utterance: No.

utterance: Spend them.

utterance: Wisely.

utterance: Spend them wisely. OK we can do that.

utterance: Sorry, that was.

utterance: All right. Sorry Miss.

utterance: Sorry that was. That was my alarm that she's gonna call me in a minute and ask me where is the money.

utterance: All right. OK so we are transferring thirty-five thousand dollars. We have that. Where are we. Where are we the the payment for the wire transfer are we pulling that out of your checking account also?

utterance: yeah that's right. Sure.

utterance: OK. All right. Sounds good. And this wire transfer is processing. Your sister should have it first thing in the morning.

utterance: Lucky her.

utterance: And.

utterance: Yeah that is. she is lucky. Is there anything else that we can help you with here?

utterance: No. Actually can you let me know please give me the balance of on my checking account?

utterance: yeah, so.

utterance: What's left

utterance: For me to survive on.

utterance: Yeah, so your your checking account currently has a balance of seventy-seven thousand two hundred and thirty-three dollars and forty-one cents.

utterance: Oh.

utterance: OK. I should be OK for a while.

utterance: Mm you should be OK for a month at least I guess. So is there anything else that we can assist you with here at Intellibank?

utterance: No. No Kevin. Thank you so much.

utterance: All right. Well, you have a great day and thank you for calling Intellibank.

utterance: thank.

utterance: Thank you. You too. Bye.

utterance: All right.

utterance: Bye.


utterance: Thank you for calling Intellibank. This is Becky. How may I help you?

utterance: Hi. Yeah I need to check my account balance because I don't I don't know if it's been used or not. I'm not able to find my card.

utterance: OK. can I get your credit card number please?

utterance: yeah let's see. I wrote it down here. four six seven three zero two nine five eight three one two five three oh nine.

utterance: OK thank you. And who am I speaking with?

utterance: This is Karen Huxley.

utterance: OK thank you Karen. And for your security may I get your date of birth please?

utterance: Six six sixty-five.

utterance: OK thank you. And authenticating ID. That would be your driver's license number.

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

utterance: OK thank you. And then I have a security question here. It looks like the question is pet name. What is your pet's name?

utterance: Oh lord. I I set up this account so long ago. Let's see. Could it. Is it Pickles?

utterance: I have a different name down.

utterance: OK.

utterance: let's say John. or or Tommy or or Sunny.

utterance: OK Sunny.

utterance: That's.

utterance: Yeah. That's right.

utterance: OK.

utterance: I'm a write that down so I can remember that in the future.

utterance: OK. Sunny. Thank you very much. OK and so you wanted your account balance?

utterance: Yeah I need to see if someone's been using it or or maybe my husband's been using it. I just I have not found the card and I need to see what is left in the account.

utterance: well your credit card the balance on your credit card is.

utterance: OK, my credit card. Sorry. I'm. I'm thinking of checking but I know it's my credit card.

utterance: Yeah.

utterance: OK so you're. The balance on your credit card right now is a thousand dollars and seventy-three cents.

utterance: That's a little high. can you tell me what the last transaction was? I don't remember it being that high.

utterance: Yeah. Did you say that you lost your card?

utterance: Yeah I can't find it so I don't know if maybe it's somewhere in my house or maybe my husband took it. I'm just trying to see what has been spent on it.

utterance: I'd be happy to help you with that. Let me let me just ask you what was the date that you last remember having your card?

utterance: let's see. So today's the fourth. I want to say the first.

utterance: OK the first of October. OK and what was the last transaction that you made on it?

utterance: it was at a store called Eve's.

utterance: Eve's. OK do you remember the amount?

utterance: Well it was a birthday present for my husband so it was about ninety-eight dollars.

utterance: Ninety-eight dollars. Eve's. I do show that that was the most recent transaction on the card.

utterance: OK.

utterance: So but since you can't find it, I would suggest closing the card and.

utterance: Was that

utterance: Going to affect my credit score though?

utterance: That will not affect your credit score. What we can do for you right now is close the account and then and then set you up with a a new account, a new account number and send out a new credit card. Is that what you'd like to do?

utterance: Well if I do that though will whoever has my card if it was stolen can they keep making the payment making charges until I get that new card or are you going to shut it off? Or still gonna be active if I do find it before I get the new card? What's gonna happen?

utterance: It's

utterance: So I've already actually already closed this account since you said you couldn't find it so this account now is closed but we will be opening you up another account but it will have a different credit card number.

utterance: OK that's that's fine I suppose. are you are you in Oregon? Can I come pick this up at the branch? Am I talking to someone with the company or are you at a call center? Can I what do I need to do?

utterance: OK.

utterance: yeah I'm in Oregon.

utterance: how's OK what do you live in Portland or is that I'm up in Bend so if I need to come down to Portland what's the weather like? I know they talked about snow so.

utterance: Well yeah Bend is actually south of Portland so you'd go up to Portland but I do live in the Portland area we've we don't have any snow around here. You have snow there already in Bend?

utterance: Oh I guess it is north. yeah. I guess I'm just so frazzled from this credit card being lost. yeah it's already starting to snow.

utterance: Oh nice. No we might not see. We if we see snow it'll probably be January or February.

utterance: Yeah I hear everyone in Portland is just horrible when it snows. They and they they freak out and it's just like another rainy day for us.

utterance: Well yeah snow a lot of people don't know how to drive in snow over here. That is true. Let me so you said you. Let's see here. Can I confirm your address in Bend cuz what I'm gonna do is have them mail you out a brand new credit card with a new number. so what is your address to mail this new credit card to?

utterance: All right.

utterance: Yeah it's one eight six nine South Sixty-ninth Street Bend Oregon nine seven one five three.

utterance: OK great. All right. So then well you can expect this credit card in the next four to five business days.

utterance: That's long.

utterance: well well yeah because it does it does take a while to come out in the mail. Unfortunately this isn't something that you could get in the branch. You'd have to wait for the credit the new credit card to show up.

utterance: Well that's not convenient but I guess I don't have a choice here now do I?

utterance: Well I'm sorry about that. but we will be mailing it out as soon as possible. I you know some customers have told me that they received it as soon as two business days so you might. But I would say you know three to five business days is when you would get it. And when you do receive your new card there will be an eight hundred number on the card. Please call that to activate your new credit card.

utterance: I can't just use it at a purchase like other places?

utterance: Some some companies have that option but with this credit card you will need to call the phone number on the credit card to activate the card.

utterance: All right fine.

utterance: OK so you should get that in the next three to five business days. Is there anything else that I can help you with?

utterance: no I don't think so.

utterance: All right well you have a good day and thank you for choosing Intellibank.

utterance: Thank you.