utterance: Thanks for calling Intellibank. My name is Amanda. What can I do for you today?

utterance: Oh. Oh, Amanda, yep. Oh I'm here, hang on. Hello Amanda. How are you doing today?

utterance: I'm OK, sir. How are you doing today?

utterance: Oh, I've been better, I've been better. I think my wallet got stolen today and I had my credit card in it, and I was kinda need to get a new credit card, or get that one canceled. I'm not sure what to do. But I got this phone number off the back of the paper where I signed up at. Thought I'd give you a call and see if you could maybe help me out with this.

utterance: OK, sure, I can definitely help you out with that. I just need a few pieces of information to verify your account before I can, before I can report your card stolen. Let's start with your name, first and last please.

utterance: Kim Christnsen.

utterance: Could you spell that last name for me please?

utterance: C H R I S T N S E N, Christnsen.

utterance: OK, and date of birth?

utterance: Date of birth is gonna be ten, eight, nineteen sixty-two.

utterance: All right, how about your account number?

utterance: Aww sheesh. I do believe this is correct. It's zero zero two three eight eight five, one one five.

utterance: All right. And I see a security question on the account. Oh, I'm sorry, there's two security questions here. What was the name of your first dog?

utterance: Well, that would've been Fred.

utterance: Fred. That's what I got. OK. So, what is the credit card number of the credit card that you would like to report stolen or lost?

utterance: Credit card number. Let's see. All right, that would've been eight four eight eight zero zero, four one, zero zero, four nine five eight eight five.

utterance: Eight eight five. Let me know, I'm gonna read this back to you just to make sure I got this right. It's eight four, eight eight zero zero four one, zero zero four nine, five eight eight five. Right?

utterance: Yeah, that's correct.

utterance: OK. And you, did your wallet get stolen just today?

utterance: Yeah, it did. I went, I went down here to the Piggly Wiggly, and they got away with it.

utterance: Piggly~.

utterance: Set it down on the corner of the counter and I think I turned around and turned my back for a minute I was talking to the lady next to me instead of doing what I was supposed to do, and I was flirting and seemed to have misplaced it for a second too long. Somebody picked it up and run off with it.

utterance: Oh goodness.

utterance: Unfortunately.

utterance: So it's it was my fault, being distracted by a pretty lady. You know how that goes sometimes.

utterance: Did you report it stolen?

utterance: this no I'm just calling you first, I need to need to get the police next.

utterance: To the police?

utterance: OK. So you said the name of the of the of the place you were at when it was taken, is that the place of your most recent transaction that you recall doing?

utterance: Yeah, I believe so. I just ordered, ordered some food there and and paid for it at the Piggly Wiggly with that card, and I set my wallet down and and turned my back to talk to this gal. I got distracted by a pretty girl, wasn't paying attention to what I was supposed to like saying. And I turned back around, I thought I had it in my hand, and I didn't, and my wallet was gone.

utterance: Don't know when. Pretty girls will do that to ya.

utterance: OK. what was the amount of the last transaction that you ran on your card?

utterance: I believe it was thirteen dollars and fifty six cents.

utterance: And that is the last transaction I see on here, that's good. So it hasn't been used yet. All right, I'm gonna turn this report over to an, a manager who can cancel your card. I would like to send you a new card. Where should I send that card to?

utterance: Well, let's see. I wanna put it in a different address. I wanna, I wanna put it in a PO box address in a I think I'd better put in a phone number too. I need to change that.

utterance: OK, OK. Let let's do one at a time here. so the address that I have on file, you wanna change to a PO box?

utterance: If you don't mind this.

utterance: Yeah.

utterance: OK, so what is the PO box you'd like to change it to?

utterance: Put, put PO Box nineteen ninety-six Evanston, Wyoming eight two nine three oh.

utterance: OK. So it's PO Box nineteen ninety-six in Evanston Wyoming eight two nine three zero, right?

utterance: Yeah.

utterance: OK. And, and the phone number that you wanted to change you want to change that on the account?

utterance: Yeah don't you wanna put my name on it?

utterance: I've got your name, sir.

utterance: Oh, OK. Just wanna make sure. All right, yeah, the phone number for it's gonna be three oh seven seven eight oh.

utterance: Uh-huh.

utterance: Seven eight oh one.

utterance: Seven eight oh one. OK. I've got that done.

utterance: OK, so this cancel's gonna occur immediately, you're not gonna be able to use the old card if for some reason you find it, or it gets returned to you. You won't be able to use it again.

utterance: OK.

utterance: the new card will be delivered to your PO box within forty-eight to seventy-two hours. If you don't see the transmission, or the email, the, I'm sorry. The, the letter with your new card show up in the next seventy-two hours, give us a call back, and we can make sure to track it down and make sure it's not going to somewhere it shouldn't be. And when you receive your card, you will need to call the number on the back of the card to activate it.

utterance: OK.

utterance: OK.

utterance: And follow the instructions on the~

utterance: You have.

utterance: You have Kim Christianson on the front of it, correct?

utterance: Yes sir. Yes there will be your name right there on the front.

utterance: OK.

utterance: OK. And is OK. How long do you figure it'll be til I might get this card?

utterance: Forty-eight to seventy-two hours, it should be delivered. And if it's not to your PO box in forty-eight to seventy-two hours, give us a call back, and we'll track it down and make sure it's headed to the right place.

utterance: OK OK, I appreciate your . I'm getting a little older and I kinda forget some of these things, so. Got, gotta ask you a couple times to get the information correct. And I did put the new number, phone number down on it and the new address, correct? We're good there. All right.

utterance: Yes.

utterance: Is there anything else I can do for you Mr. Christiansen?

utterance: No, I, I, I think I've got it. Think I've got it this time. I'll keep it closer to my pocket and won't let it lay on the counter next time.

utterance: Yeah, yeah that would

utterance: Pretty, pretty.

utterance: Pretty girls or not, I don't wanna lose another one.

utterance: Yeah.

utterance: OK. OK, thanks for calling Intellibank.

utterance: I, I.

utterance: Have.

utterance: A wonderful day!

utterance: Appreciate your help very much, and your patience.

utterance: You're welcome, no problem.

utterance: I'm not the best at it, but I appreciate your help very much. Bye bye now.

utterance: Bye bye.


speaker_role: Agent

utterance: Hi, thank you for calling Intellibank. My name is Melissa, and how may I assist you today?

speaker_role: Customer

utterance: Hey Melissa, how are you doing today?

utterance: I'm doing quite well ma'am, thank you so much for asking. And how may I assist you?

utterance: Well it seems I have misplaced or lost my credit card, and I'm not sure what I need to do about that.

utterance: All right ma'am. That's not a problem, I'd be more than happy to assist you with that today. may I have your first and last name please?

utterance: Sure. It's Theresa T H E R E S A. Jonson J O N S O N.

utterance: All right. I have Theresa Jonson, J O H N S O N?

utterance: Yes ma'am, that's correct.

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

utterance: yes ma'am. It's April the seventh nineteen seventy-eight.

utterance: All right. I have April the seventh nineteen seventy-eight. And may I have your drivers' license number please?

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

utterance: All right. I have W nine two three five four zero nine three seven seven eight.

utterance: Yes ma'am.

utterance: All right, thank you ma'am. And I do have a security question on file for ya. What was the model of your first car?

utterance: Oh oh goodness my baby, it was a nineteen seventy-eight Trans Am.

utterance: All right. Those are beautiful cars, I don't blame you one bit for calling that your baby. I've always wanted one myself.

utterance: Oh yeah, I miss that one so much. I I hate that I ever traded it in.

utterance: Oh I understand completely ma'am. now let's see, the credit card that's in question, may I have the number for that please?

utterance: sure. It's five actually can you hold on just one moment and let me grab my statement from the other room? I'm sorry, I don't remember it off the top of my head.

utterance: Oh that's not a problem Miss Johnson. Just let me know when your back.

utterance: OK. Thanks. Just one second.

utterance: OK. are you are you still there?

utterance: Yes ma'am I sure am.

utterance: OK. That number is five one one eight nine seven two three six two four nine four six eight no I'm I'm sorry, I read that wrong. Can I repeat that?

utterance: Yes ma'am, absolutely.

utterance: OK. It's five one one eight nine seven two three six two four nine four eight six four. Sorry about that.

utterance: That's no problem whatsoever ma'am. Just one moment while I pull up your account.

utterance: OK great. Thank you.

utterance: All right Miss Johnson. I'm just looking at your transaction history here. What was the date that you last remember using your card on? The date where you think you lost it?

utterance: Well I took my dad out for his birthday for a birthday breakfast that would have been on October the tenth.

utterance: All right, so October the tenth?

utterance: Yes ma'am.

utterance: And what was the name of the business that you took him to breakfast at?

utterance: it would have been at Bundy's Bakery, they have the best cupcakes down there.

utterance: All right ma'am that is the last transaction I am showing on there, so thankfully nobody's gotten hold of it and used it. Now what we can do I can go ahead and cancel out this credit card and re-issue another one and have it sent out to you.

utterance: OK, yeah that sounds great.

utterance: All right. I do need to get the address of where you would like your new cards sent to.

utterance: OK. We live at six fifty-six Huntz Lane which is H U N T Z. Lane in San Diego California.

utterance: All right. So six five six Huntz H UN T Z Lane. In San Diego California.

utterance: Yes ma'am.

utterance: All right. Just one moment, let me get this processed for ya.

utterance: OK. Thank you.

utterance: All right Miss Johnson, I do have this new card issued for you and it should arrive to you in five to ten business days in the mail. And when you get that card on the front of it there'll be a little sticker with the phone number all you have to do to activate it is call that phone number and follow the prompts and you will be good to go.

utterance: OK great. Thank you.

utterance: Yes ma'am. Is there anything else I could help you with today?

utterance: No ma'am, that does it. Thank you so much for your help.

utterance: Yes ma'am. Thank you so much for calling Intellibank and have a wonderful day.


utterance: Hello. Thank you for calling Intellibank. This is Peter, how may I help you?

utterance: Hi Peter. This is Beatrice.

utterance: Hi Beatrice. How may I help you today?

utterance: I need to Can you please help me about transferring some money between my bank accounts?

utterance: Sure.

utterance: Beatrice what is your last name?

utterance: Bishop.

utterance: OK. Beatrice Bishop.

utterance: And your date of birth?

utterance: February twentieth nineteen eight five.

utterance: OK. All right.

utterance: And for security purposes the last four of your social security number?

utterance: seven four four one.

utterance: Seven four four one. OK. I have you right here.

utterance: And my mother's maiden name is Summer.

utterance: And my street address it thirty four fifty three Summer Hill Drive Stowe, Vermont. Seven. Seven four one one one.

utterance: Oh.

utterance: All right. Thank you for.

utterance: All right. Thank you for verifying all that information for me.

utterance: I appreciate it.

utterance: OK so how may I help you here?

utterance: Well I was my way driving to the local branch but then I figured it's probably easier to just call.

utterance: and maybe you can just do that for me instead of me driving there.

utterance: OK.

utterance: So I'm sorry. What what am I assisting you with?

utterance: Well I'm at my moms house and I know you. There's a close branch here maybe that will be easier.

utterance: You with?

utterance: Where are you located?

utterance: I am oh at four fifty one Main Street in Stowe, Vermont.

utterance: Well that's too far. OK. No.

utterance: Let's Can you just please help me transfer some money please?

utterance: Sure. What would you like to transfer? How much would you like to transfer?

utterance: just three hundred dollars.

utterance: OK. And three hundred dollars from where to where?

utterance: from my saving to my checking account.

utterance: OK.

utterance: So and your savings account is two nine four four? The last four digits?

utterance: No.

utterance: Idea.

utterance: No idea? OK.

utterance: All right. It's looking like your. Your savings account is the last four digits is two nine four four and that's going into your checking account of two nine four three?

utterance: And you're looking for three hundred dollars to be transferred?

utterance: yes.

utterance: OK.

utterance: All right. So I'm initiating that transfer.

utterance: How soon am I gonna have the money?

utterance: and it looks like you have three hundred additional dollars now in your in your checking account.

utterance: OK. But how soon can I have them to pull them out?

utterance: You can.

utterance: Withdraw.

utterance: The money right now.

utterance: Oh. OK. Well now I'm gonna need your help. where's your you said where. Is there a So here it is.

utterance: What what is your address and I can tell you where our closest ATM or and or branch is.

utterance: I am.

utterance: OK.

utterance: There you go. I. I am I'm at six sixty-seven Golden Golden Road.

utterance: I'm sorry six seven sixty seven? Golden Ro~

utterance: Si~

utterance: Six seven zero Golden Road.

utterance: Six.

utterance: Seven zero Golden Road. OK.

utterance: All right I'm plugging that into the computer.

utterance: All right. It looks like there is an ATM in the Seven-Eleven which is at four thirty golden road?

utterance: And that's fairly close to you.

utterance: Yep. OK.

utterance: And there is a Seven-Eleven there that you could access. Use the ATM to access your money.

utterance: and then we do have a branch little bit further away. It's at the corner of Golden and Main Street.

utterance: OK.

utterance: And we have a branch and an ATM there also.

utterance: And those are open twenty-four seven?

utterance: The ATM at Seven-Eleven is open twenty-four seven. And the ATM at the branch at Golden and Main Street is open twenty-four hours a day. The branch is not. The branch is open from eight until four Monday through Friday.

utterance: OK. all right.

utterance: Is there anything that I can assist you with?

utterance: No that was very helpful. That was quick. Thank you.

utterance: All right.

utterance: Sure.

utterance: All right. Thank you very much and thanks for calling Intellibank. Let us know if we can assist you any further.

utterance: Thanks, Peter.

utterance: All right. Thank you. Bye bye.

utterance: Bye.


utterance: Hello. Good evening. Thank you for calling Intel Banking help helpline. How may I help you?

utterance: Hi. Yes, I'm interested in finding out more information in regards to your internal transfer.

utterance: Oh, sure. I'll be able to assist you that. May I have your first and last name, please.

utterance: Yes, Mimi Leeks.

utterance: Oh, hi, Mimi Leeks. How you doing today?

utterance: Good. How's your day going?

utterance: Not too bad, can't complain. OK so you're interested in doing internal transfers, is that correct?

utterance: That's right.

utterance: OK perfect. do you have an account with us? Do you bank with us currently?

utterance: Yes.

utterance: Perfect. OK I'm gonna ask a few security questions, just to be able to log onto your account on my end. Is that OK with you?

utterance: Of course.

utterance: OK may you please verify your date of birth.

utterance: Yes, it is oh one twenty-one nineteen sixty.

utterance: OK perfect. may I also have your either account number or can you give me your last four digits of your social. Whatever's convenient for you.

utterance: I'm not too good with numbers. May I be able to give you the last four of my social?

utterance: That's perfectly fine.

utterance: OK. Seven B eighty-four.

utterance: Perfect. OK. All right. Missus Leeks, I'm able to login to your account. I see that you have a checkings and savings with us and you've been banking with us for almost twenty years. That's awesome. Thank you for being a loyal customer.

utterance: Thank you so much for having me.

utterance: Not a problem. OK, Mrs. Leeks, so you wanted to do an internal transfer, is that correct?

utterance: That's right.

utterance: So what funds are we gonna be moving? Are we moving your savings or checkings? Or which way do would you like to do it this evening?

utterance: Checkings please.

utterance: OK not a problem, and I know earlier you stated you didn't have your account number available. In order for me to do this internal transfer, I'm gonna need more security questions for you to answer, and just for security reasons, I just need you to verify the last recent transactions that took place with your checking account please.

utterance: Of course. Yesterday, I made a purchase at the Aspro Shops for a hundred and twenty dollars.

utterance: OK great I see that. That's awesome. I also need you to verify the last recent transactions that took place with your savings account please.

utterance: Oh, that's easy. I actually did a transfer. No, I did a deposit in that account in the amount of a hundred dollars.

utterance: OK perfect. Thank you so much for verifying that information for me, Missus Leeks. OK so for this internal transfer are we doing. I believe you said checkings to savings, is that correct?

utterance: That's right.

utterance: OK how much money are you looking to transfer today?

utterance: Let's do. I want to do eight thousand, is that possible?

utterance: That is perfectly possible cuz our limit is ten thousand dollars.

utterance: Music to my ears. Thank you.

utterance: Not a problem. So just give me brief moment. I'm going to go ahead go ahead and withdraw I believe we said it was eight thousand correct?

utterance: Yes.

utterance: Sorry about that. I was just I I had a brief moment of a brain fart, I guess you can say. So it's eight thousand dollars coming from your checkings, and we're gonna go ahead and deposit that into your savings, correct?

utterance: That's right.

utterance: OK just give me one brief moment. I'm going to go ahead and do that for you, the withdrawal of eight thousand out of your checking and put that into your savings account. OK, Missus Leeks, I was able to go ahead and do that internal transfer. Please allow twenty-four to forty-eight hours for that to postdate on your transactions online or when you give us a call it'll postdate on there.

utterance: Perfect.

utterance: OK, Missus Leeks, was there anything else I can help you with today?

utterance: Yes, I was speaking with my husband and we were interested to know if you guys provided auto loan.

utterance: Oh, we actually do do auto loans through our bank. an easy way for you to apply is to go on our website WWW dot Intel Banking dot com. Once that website populates you'll see on your right-hand side an a tab that has auto loans. Where it says loans, and then when you click on loans and you scroll down a little bit, it'll have a pull down tab and it'll say auto. You click on that tab that says auto and it'll allow you to apply for a loan. Once your loan is approved, you'll see the amount that you will receive from us and you can take that amount and take it to any local dealership that you will like to use. Just print out that coupon out or certificate and once you have that you can take it to any bank and that that certificate will be good valid for the next ninety days. Just to let you know, so if you do are if you're really interested in applying for an auto loan just make sure you have it set it up that the last time you can use that certificate, and it's valid for, is for ninety days.

utterance: Mm.

utterance: Perfect. Didn't know that.

utterance: Well, I'm glad I was able to assist you with that. And also, just to let you know, since we're on the topic of doing auto loans, when you go on our website we also have a feature for online banking. So if you can. If you don't have an online banking account, you can actually just go on our website the WWW dot internal internal, apologize, Intel Banking dot com. You'll click on that and then once you see that it'll have an option for you to create a username and password. Once you set that up you'll be able to log into your account and you can see your transactions with your savings account, along as your as your checking account as well. And you can also do internal transfers online as well. So you wouldn't have to call us. You can just log on to your account and do your internal transfers from the comfort of your home or wherever you may be during the day. And that will easily be able to transfer monies back and forth, if you choose to do so that way.

utterance: Oh, that's amazing. That's a great feature. Thank you for telling me that. I had no idea.

utterance: Not a problem, glad I was able to help you with that. do you have any other questions or need help with any other assistance today?

utterance: just so my husband and I know can you just briefly tell me the nearest branch at my location.

utterance: Oh, definitely can do that. can you just provide me with your street address first please.

utterance: Of course. One one oh nine Hillsborough Way.

utterance: Perfect. May I please have the city and state that you live in.

utterance: Yes, that's in West Palm Beach, Florida three three four zero nine.

utterance: Perfect. OK while that I put that in information into my computer and access them I'll see how much populates. OK looks like there is three local branches near you. I guess you'd want the closest branch, is that correct?

utterance: Please and thank you.

utterance: OK the closest branch that is near you is located at twenty-one ninety Avenue Lane and that's in West Palm Beach, Florida. Does that work for you?

utterance: Perfect, I know exactly where that's at.

utterance: Awesome. OK great. So, if you go there to that bank there I'm able to do ATMs. We have ATMs drive-thrus. And we have an ATM pull-up. So, you can just use your debit card, and that's how you can access the pull-up ATM. Like drive you know getting out your vehicle and going inside and typing in your code. Or you can also do the drive-thru. So, if you don't wanna talk to someone or you don't wanna deal with getting in and out of your car, there's a drive-thru ATM as well, and they're both available twenty-four hours. Seven days a week.

utterance: Perfect. Thank you so much. I know my husband will be happy to hear that.

utterance: That's great. Is there anymore questions that you may have today, Missus Leeks?

utterance: No, thank you been a doll. Thank you so much.

utterance: Not a problem. Thank you for calling, and thank you for being such a wonderful customer with Intel Banking. You have yourself a great evening.

utterance: You do the same. Thanks.

utterance: Thank you. Bye bye.

utterance: Bye.


utterance: Thank you for calling Intellibank Customer Services. This is Steven. How can I help you today?

utterance: yes, Steven. This is Dan Thomas, and I called a couple days ago. And I believe I talked to you. And the reason I called then is to close out my savings account and I need to transfer those remaining funds to my checking account.

utterance: All right, Mr. Thomas. I can certainly help you with that. I do remember that call If you can go ahead and verify your first and last name for me one more time?

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

utterance: Thank you, and your date of birth?

utterance: May twelfth, nineteen sixty.

utterance: Thank you. And the last four of your social security number, please?

utterance: Eight zero, one one.

utterance: Thank you. And then your driver's license number?

utterance: O M five three, D V H A I Q nine.

utterance: Thank you, sir. And then, just your security question here. What is the name of your first pet?

utterance: Rocky.

utterance: All right, thank you for verifying that information for me Mr. Thomas. And now, you were wanting to When you called the other day, you were wanting to close out your savings account. Is that correct?

utterance: That's correct. The reason I want to close it out is I'm not earning very much interest on it and I just really don't use it much anymore.

utterance: All right. So you've gone ahead and made the decision to go ahead and close that out?

utterance: Yes, I assume that's already been closed out?

utterance: I can.

utterance: it actually looks like in the system, we didn't close it out. you were wanting. Looks like I noted here that you were gonna take some time to think about whether or not you wanted to close it.

utterance: yes. Let's go ahead and close that out, and let's transfer that remaining funds to my checking account.

utterance: All right, I can certainly do that for you. Can I get the account number for the savings account, please?

utterance: For the savings?

utterance: just one second. Let me look it up.

utterance: No problem. Take your time, sir.

utterance: OK. My savings account number is three one one, two one five, seven five, one four.

utterance: All right, sir. Thank you for that. And you said you're closing it because you're just not getting much of the interest off of it. You don't really use it that very much. Is that correct?

utterance: That is correct.

utterance: All right. And you're wanting to. Where would you like to transfer this? Into a checking account, or you have a different savings account you'd like to transfer it to?

utterance: to my checking account that I have with your bank.

utterance: All right. No problem. If you can go ahead and let me know the routing number for that checking account and the account number, please.

utterance: The routing number is nine one eight, eight one nine seven three nine. And the checking account number is two zero nine, zero two one eight four, two zero.

utterance: All right, sir. I've gone ahead and pulled that up and it looks like you have a remaining balance in your savings account of two hundred dollars and ninety-two cents at the time of closure. So you just wanna move all of that to your savings or to your checking account? I'm sorry.

utterance: Yes, please.

utterance: All right. I'll go ahead and get that setup, and you should see that money reflected in your checking balance by the close of business today.

utterance: All right. That sounds great. Is is there a fee associated with this?

utterance: no sir. There won't be any fee. it looks like you've you've closed it out in time. So you shouldn't be charged a service fee for that savings account this month. if you do happen to see it come through, please call us back and so that we can reverse that. The system may not have picked it up in time, but it should not charge you.

utterance: OK, that's great. How's your day going?

utterance: Oh, my day's pretty good. I'm actually almost off work so even better.

utterance: All right. That's great.

utterance: Yes. All right, Mr. Thomas. Is there anything else I can help you with today?

utterance: I believe you've been a great help. That's that's all I need right now.

utterance: All right. Well, thank you so much for calling Intellibank Customer Service. And if you'll hang on the line after we disconnect, there will be a brief survey for you to fill that will let us know how we did today and how we can better service you in the future.

utterance: All right. Thank you.

utterance: Thank you. Have a wonderful rest of your day, Mr. Thomas.


utterance: Good afternoon. Welcome to Intellibank. This is Rose. How can I help you this afternoon?

utterance: Hi Rose, My name is Kim. I. I have a question. I am looking at my statement online and there is a charge here that I don't recognize. and I was wondering if you could help me out with that. If we could take a look at it.

utterance: so you would need to dispute a transaction?

utterance: yes, ma'am.

utterance: Certainly, I can definitely help you with that, Kim. I just have to get a little bit of information from you so that I can get into your account and see what we're looking at here.

utterance: Sure.

utterance: Can I have your last name, please?

utterance: Sure, it's Johns. That's J O H N S.

utterance: Thank you Ms. Johns. And also your date of birth?

utterance: it's April twenty-fourth nineteen seventy-seven.

utterance: Thank you. And can you please tell me the account number that you are disputing the transaction on?

utterance: sure. Let me see here. It's on my checking account. let me see. do you mind holding on for a moment? Let me go grab that.

utterance: Certainly, take your time.

utterance: Thank you.

utterance: You're welcome.

utterance: OK. I thought I had it right here and I'm not able to find it for some reason. do you think. Would you be able to pull it up with my social if I gave that to you?

utterance: Certainly.

utterance: Oh OK, great. my social is one seven three seven three nine five zero two.

utterance: OK. Thank you so much for providing me with that. Bear with me just one moment.

utterance: Sure.

utterance: OK. Awesome, I was able to locate it. And I just have to ask you a security question. What is your mother's maiden name?

utterance: Sure, it's Murphy.

utterance: OK. And what is the dollar amount of this transaction you're disputing?

utterance: It's fifty-three dollars and eleven cents.

utterance: OK, and what date did this take place on?

utterance: it was a couple weeks ago on September fifteenth.

utterance: OK. And you're reason for disputing it is because you don't recognize the charge, right?

utterance: Right, exactly. I tried to go online on you know, on my. On the on the bank account online And expand it to see if I could find any information. I didn't see a telephone number and I don't recognize the company. I did try to Google it but I still didn't recognize that company at all so I. I definitely need you know, need to have that removed cuz that wasn't something I charged.

utterance: Mhm.

utterance: Certainly. I do just have a few more questions before I can dispute this for you or get it over to the dispute department.

utterance: Sure.

utterance: OK. do you know if anyone else has access to your account and could have made that transaction?

utterance: no. No one else has access to any of my account information.

utterance: OK. And you said you don't recognize the business. It does look like it's international? and so I just had to ask you one more thing.

utterance: Sure.

utterance: sometimes people forget about membership fees or subscription fees. You don't think that it has anything to do with anything like that?

utterance: no, I don't. I only have one one. One membership fee that comes out annually, or excuse me, monthly and that is Apple for storage. and of course it, you know, it says Apple. So, I, this is nothing that I've signed up for.

utterance: OK. Well, I'm so sorry that this happened. It just seems like this is happening more and more often. You know, the more technology we have the easier it is for people to do these kind of things. I'll definitely get to the bottom of this for you. Just have to put you on a very brief hold and give this information to our dispute department and I will be right back, OK?

utterance: Right.

utterance: OK, thank you.

utterance: You're so very welcome.

utterance: OK, Ms. Johns, I'm back. Thank you for holding. so the next steps will be the transaction is going to be investigated. It takes anywhere from three to five business days for that investigation to take place. We have your current phone number and your email address and you will be contacted on both of those ways to connect with you. I'm sending you a confirmation of that dispute that has been started for you. It will detail all of the things that I am telling you right now. And the dispute department will be getting in contact with you here shortly. However, the downside is I have to put a hold on the account. so that no further charges can come up against your account. OK?

utterance: OK.

utterance: Oh, that's OK. I figured that would have to happen.

utterance: Oh.

utterance: Yes, ma'am. That hold will be lifted once the investigation has been completed. OK? And is there anything else that I can do for you before Is there anything else I could help you with today?

utterance: OK.

utterance: Oh, no, that's everything. Thank you so much for your help. I really appreciate it.

utterance: You are very welcome Ms. Johns. And as a part of the family, we'd like to thank you so much for your loyalty and I hope you have a wonderful rest of your day.

utterance: Thank you. You too.

utterance: Thank you. Bye bye.

utterance: Bye.


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

utterance: Hi, my name is Catherine Caughllins and I wanted to transfer some money to another account.

utterance: OK, and do you have a personal checking or a business account with us Catherine?

utterance: I have a checking account.

utterance: All right, let me just get some information from you so we can get started. What is the first and last name on the account?

utterance: Catherine Caughllins. My last name is spelled C A U G H L L I N as in Nancy S as in Sam.

utterance: OK, thank you Miss Caughllins and what was the phone number that is attached to your account?

utterance: Eight zero five nine nine seven eight one two four.

utterance: Perfect! And is this a good number to call you back at in case we get disconnected today?

utterance: no that's my home number and I'm out right now. You can call me back on my cell which is eight zero five five two three two two eight seven.

utterance: OK, thank you! And are you in a place that's safe to go over sensitive financial information away from the public?

utterance: Oh yeah I'm in a hotel room. I'm just not home, I'm on vacation.

utterance: Oh fun! OK, and what is your date of birth?

utterance: Eleven twenty-four ninety-four.

utterance: Thank you Miss Caughllins and what is the account number you're calling about today?

utterance: oh. Hang on a sec while I grab my checkbook.

utterance: No problem, I'll hold.

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

utterance: Thank you, and for security what is the make and model of your first car?

utterance: Kia Rio.

utterance: Thank you Miss Caughllins. And what are the last four digits of your Social Security number?

utterance: eight three six seven.

utterance: Perfect! All right Miss Caughllins, you stated that you wanted to transfer money today. Were you looking to transfer money into a savings account or were you looking to transfer to another account?

utterance: Oh yeah sorry. I need a direct transfer to my sister's account.

utterance: A wire transfer?

utterance: Yep, that's the one. A wire transfer.

utterance: All right, I can certainly help you with that today. Do you have your sister's account information readily available for transfer?

utterance: Yes.

utterance: Perfect! OK, what is the dollar amount that you would like to send today?

utterance: three thousand dollars.

utterance: OK, and is the receiving account a domestic account or an international account?

utterance: Domestic.

utterance: OK, And what is the name on the account and the account number that is receiving funds today?

utterance: Her name is Amanda last name is O'Reilly and the account number is nine eight seven four two five eight three three four.

utterance: And the routing number?

utterance: Two three five one zero zero eight six five.

utterance: And is there a note or a title that you would like for me to put on this transfer?

utterance: Tito's surgery I guess.

utterance: OK, so to verify, you would like me to wire transfer three thousand dollars to your sister Amanda Riley with the account number of nine eight seven four two five eight three three four and a routing number of two three five one zero zero eight six five for Tito's surgery today?

utterance: Yes, please.

utterance: Perfect. All right, the computer's just gonna take a moment to verify the account numbers.

utterance: how soon will she receive the money and do I get some kind of receipt?

utterance: OK, so she should be receiving it within twenty-four hours and I can have a receipt emailed to you upon payment. Does that work?

utterance: yeah. OK, good. she's watching my dog while I'm in New York and I guess he needs some kind of surgery and I don't wanna make her have to pay for it herself.

utterance: Oh no, I'm so sorry to hear that.

utterance: Oh no he just ate a sock and has to have it removed. He isn't dying or anything.

utterance: He he ate a sock?

utterance: yeah. He's a big old goofy lab who likes to eat things that he isn't supposed to. This is like his third time doing it. He drives me nuts but I love him.

utterance: I'm sorry, he's had surgery for this three times?

utterance: Yeah. He's cute but he's not too bright.

utterance: Oh my goodness. OK. You might just have to switch to wearing sandals or go barefoot I guess.

utterance: Trust me, I've considered it.

utterance: OK well I hope everything goes well for Tito and it looks like the transfer was accepted and I just need an email address that you would like this receipt sent to.

utterance: Oh perfect, thanks. my email is C Caughllins ninety-four at me dot com.

utterance: OK, that is C Caughllins spelled C A U G H L L I N S at ninety-four at me dot com, correct?

utterance: Correct.

utterance: OK, perfect Miss Caughllins. I'm sending your receipt right now and was there anything else that I could help you with today?

utterance: nope, that's it.

utterance: All right, well thank you for banking with Intellibank and I hope you have a good rest of your day.

utterance: Thanks, you too.

utterance: Take care, and I hope that Tito has a speedy recovery.

utterance: Thank you, me too.


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

utterance: Hi, this is Peter Davis. I have a new a email address and I wanted to let the bank know.

utterance: Oh, OK Mr. Davis. Just a minute, let me get that information from you, but let me pull up my screen first. Just a second. OK let's see, your first and last name is Peter Davis?

utterance: Correct.

utterance: OK, do you want to give me your date of birth?

utterance: That's November fourth, nineteen sixty eight.

utterance: OK sir, and do you have your driver's license number available?

utterance: Give me a sec, I need to get my wallet out of my jacket. OK, let's see. That's five zero zero, two one, four eight one. My phone number is five one two, four six seven, zero one four three.

utterance: OK, just a minute, sir.

utterance: And my

utterance: Just a minute sir, let me lemme get I didn't get lemme verify that with you first. Five zero zero, two one four eight one?

utterance: Yes.

utterance: OK sir, I'm sorry what is your phone number again?

utterance: five one two, four six seven, zero one, four three.

utterance: OK, five one two, four six seven, zero one four three? And let's see. I do have an email address on file, is it no longer let's see what I've got here. Ooh, let's see. Hm. It keeps getting kicked back, lemme check. Hold on just a second. Having problems with my computer system right now. OK, so I have T I zoo at Gmail dot com?

utterance: Yeah, that's my old one.

utterance: Oh, OK so lemme clear this one out. OK so what is the new one?

utterance: That's Peter sixty eight, Davis at Gmail dot com.

utterance: OK. Peter sixty eight Davis at Gmail dot com?

utterance: Correct.

utterance: OK sir, I've got that information in there. Is there anything else you need to do or would you like to verify any other information that we have on file for you?

utterance: Let me see you need my social security number maybe?

utterance: we can verify that just to make sure, do you wanna give me just the last four digits?

utterance: Yeah, that's two two four four.

utterance: OK. That is exactly what we still have on file for you.

utterance: My home address?

utterance: Sure, let's go ahead and update everything while we're on the screen.

utterance: Yes. One thousand Marilyn Street, Austin Texas, seven eight one two two.

utterance: OK, one thousand Marilyn Street, Austin Texas. Seven eight one two two.

utterance: Yes.

utterance: OK sir. And, let's see, it looks like you have been a great customer of ours for the last fifteen years, and right now we are offering some really low interest rates on some cars, on vehicle loans. is that something you might be interested in?

utterance: Yeah why not. Can you send me that by, yeah, to the new email address?

utterance: Oh, sure yeah I'd be more than happy to. Yeah we're having a really low interest rate on our loan on our auto loans right now so this is a great time to buy a car if you're really in to buying one. lemme get that information set up. And I'm gonna get it sent over to you, you'll probably receive it in the next fifteen minutes or so. Takes a little while to go through our system. Let's see what else we've got, we also, looks like.

utterance: A traveler's card?

utterance: Yes sir, we do have a traveler's card, and that is a really low interest rate, you gain points every time you use it, and you're able to buy miles and hotels and get them at a discount. Is that something you would be interested in?

utterance: Yes please, also through email.

utterance: OK sir, I'm gonna get that over to you as well. We also have a monthly newsletter we send out, and we like to keep all of our great customers in the loop of all the great things that are going on here at the bank. Is that something you would like to receive?

utterance: Sure, why not?

utterance: OK, we send that out only once a month and it usually goes out middle of the month. And would you like to receive that via email or through the post?

utterance: That one go through post.

utterance: OK sir, let me get that set up. So we'll send it to the one thousand Marilyn Street in Austin Texas, correct?

utterance: Correct.

utterance: OK sir so, yep we've got that one set up. Let me see if we have any other great things going on for our great customers that we've had.

utterance: And I want to have some information about a savings account.

utterance: OK sir, we have several options for that, would you like me to go over them on the phone with you?

utterance: No, just send me some information through email.

utterance: OK, would you to like me to list off all of the loan savings savings account options?

utterance: Yes please.

utterance: OK. I'll get that over to you as well. All of these you can do, you can set them up online yourself. They do have minimum deposits. And minimum average monthly balances that do have to maintain. But we have some really great interest rates on those as well. Typically giving back between one and two percent on the money that you put in account.

utterance: OK.

utterance: So let me get that set up, and we'll get that over to you. Is there any other information you would like to learn about? Do you have. Are you set up for our online banking system?

utterance: Nope.

utterance: I have that already.

utterance: OK sir, let me just make sure we've got that in our system as well, that you are active in that, and you're activated. And it looks like yes I do see that I just missed it. You are activated in the online banking system. Are you able to use all the features very well?

utterance: Yes I am.

utterance: OK well, that's great news Mr Davis. So thank you so much for your time today and thank you for calling to update your email address. Is there anything else?

utterance: Nope, that's it.

utterance: OK, thank you for being a great customer and if you have any more problems call me back. My name's Mary and I am here at Intellibank to help you anytime you need it.

utterance: OK, bye bye.

utterance: Bye bye.


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

utterance: Hi. I need to get my balance.

utterance: OK. I can help you get you account balance. First can I get your account number please?

utterance: Yeah It's One eight nine two seven three one seven two five.

utterance: Thank you and I'm speaking with?

utterance: Sandra Scott S C O T T Scott.

utterance: OK Sandra. Thank you very much. Let me just get a little bit of information for security sake. Can I get the last four of your social please?

utterance: yeah. It's fix six eight two.

utterance: five six eight two thank you.

utterance: OK, and then I see you have special security question here it it's asking for your maiden name.

utterance: Michaels.

utterance: All right. Thank you. While I have you on the phone can I update some information, just to make sure we have your address correct. Could I get that please?

utterance: Yeah. It's one five seven three appleton A P P L E T O N road, Juno Alaska. Nine seven two two two.

utterance: Thank you and I have a an email for you as Sandra dot Scott ninety-two at Gmail dot com. Is that still correct?

utterance: Yes.

utterance: All right Thank you very much.

utterance: And are you in Juno? Or where are you located? Can I come in and talk to you specifically?

utterance: Well actually I'm in Oregon

utterance: Oh, that's that's far from Alaska. Is it as rainy as they talk about in there.

utterance: It is It is pretty rainy yes, but you wanted to go into a bank to see one?

utterance: Yeah. OK.

utterance: I'll put. OK.

utterance: Sometime soon, I just didn't know if I was talking with someone I can make an appointment with or if I needed to call someone else. I would like to do this all online I just don't know how to set it all up.

utterance: Oh OK. Well I'd be more than happy to help you with that. first of all let me get you that account balance.

utterance: OK.

utterance: So your account balance and that's your checking account, is thirty-seven dollars and fifty-nine cents.

utterance: That's it?

utterance: Yes. That's what I.

utterance: Are?

utterance: You sure? Is there something post? Or holding?

utterance: Well it looks like you just had a seventeen hundred dollar check go out to Bank of America.

utterance: Oh OK yes. That's that's correct thank you.

utterance: OK.

utterance: Yeah so that's your balance, and as far as I'd be happy to help you to set up an account online, tell you the steps. What you would do is you would go to our bank website Intellibank dot com and from there, there is a menu and that will ask you for your account number. So you would input that account number and and the it will ask you for the information that I asked you. Your date of birth, your social. It will ask for your entire social, and you can set up an an you can set up online to check your account.

utterance: Now if I wanted to just into the branch can someone set it up for me?

utterance: Yes. The branch would be able to set that up for you too. Since branch hours are limited it probably would be faster to just go to the website and set this up yourself.

utterance: All right. I suppose, I'm just not good with the internet. could I have you check one other thing for me?

utterance: Yes.

utterance: Could you see my savings account balance.

utterance: Yes. And I see the your savings account balance Is seven hundred dollars and three cents.

utterance: OK. Now can I transfer with you or do I need to do that through and ATM or can I also do that with the online account.

utterance: yes. You could do either I could transfer funds for you mean to your checking account with us?

utterance: Yes. If I can just go between funds of the accounts.

utterance: Yes. Definitely I could help you with that. you could also do that online once you have set yourself up with the online account at Intellibank dot com that's something you would be able to do. You can, you can transfer money between accounts.

utterance: OK. Well you know I will go and set up this account on my own and if I have any issues then maybe I'll just go into the branch for for help but thank you so much for all your, your help today and for my balance.

utterance: You're very welcome, and if you if you have any issues feel free to call us back we're here twenty-four seven, and did you have any other questions for me?

utterance: No that's it thank you.

utterance: OK. Thank you very much, and thank you for choosing Intellibank.


utterance: Thank you for calling Intellibank, this is Millie, how can I help you?

utterance: Hey Millie, how you doing? long time customer of Intellibank sadly first time caller. I have to make a money transfer to bail out my baby brother who is a moron.

utterance: Oh, no is it a wire transfer or.

utterance: Yes.

utterance: OK, yeah.

utterance: I mean, I mean that yeah, let's let's go that route.

utterance: OK. what is your first and last name?

utterance: All right, the first name is Paul.

utterance: OK.

utterance: Last name is Samuels.

utterance: Can you spell that, please?

utterance: It's S A M U E L S.

utterance: OK, and your date of birth, Mr. Samuels?

utterance: It's oh four two seven nineteen seventy.

utterance: OK.

utterance: Ooh Ooh. I I think I Lemme Is the next question, it's my favorite question, is the next question security question of what was my favorite pet?

utterance: Yes, it is.

utterance: Or my first pet I should say?

utterance: You're first

utterance: Pet, exactly.

utterance: Oh

utterance: My beloved baby beagle Sniffles.

utterance: Aww, so cute.

utterance: Or how about wait is the next question I I mean at this point are you guys hiring? But the is the next question is what's your email?

utterance: No, actually Mr. Samuels I have all that I need right now. Actually, the next question I was gonna ask you is your bank account number that you want to withdrawal the funds from.

utterance: OK.

utterance: For your wire transfer.

utterance: OK, so the account number is one one six nine.

utterance: Mhm.

utterance: Two five.

utterance: Mhm.

utterance: Eight six oh nine six six seven.

utterance: OK, and would you like me to let you know what your balance is right now?

utterance: Let, how bout this?

utterance: Mhm.

utterance: How bout ya let me know after we make the transfer.

utterance: OK, so you know how much money you have in there?

utterance: I I kind of, but it it'll put things in a better perspective and let me know how how angry I'm gonna be at my brother. After I bail him out.

utterance: So, what was the amount that you needed to withdrawal for the wire transfer?

utterance: Fifteen hundred.

utterance: OK. OK, So

utterance: Do you think I'm being

utterance: Too generous? I mean, he's in Vegas and he blew all his money.

utterance: I mean is he gonna gamble your money away, or is he gonna use it to get home? I mean.

utterance: Is that a trick question?

utterance: Well, you do have three thousand dollars in in your in that account, so you will be left with fifteen hundred dollars. So, how do you feel about that? Do you still want to proceed with that?

utterance: Can we go back to talking about Sniffles?

utterance: Oh, boy, this is just.

utterance: Yeah I.

utterance: A heck of a day for you Mr. Samuels. I'm so sorry. I have been in these situations with family, but that's what family's for, right?

utterance: Mhm.

utterance: all right so is this obviously OK. He's in our country so it is a domestic wire transfer. OK, so, I just. When you get a chance give me that I need his I'm gonna need his routing number

utterance: Yes. Yes, yes, yes.

utterance: OK.

utterance: And I'm also gonna need that account number for the deposit but I just want to let you know there's a small chance depending on his bank, sometimes they reject wire transfers but let's hope for the best. We'll know right away. So, but let's go ahead and give me that routing number first.

utterance: OK. All right, just give me one second, I'm just gonna grab grab make sure I have this all correct.

utterance: OK, sure.

utterance: OK, are you are you ready?

utterance: Yes.

utterance: All right, Millie, here we go. It's zero zero one six oh seven nine six five

utterance: OK, and then the bank account number?

utterance: All right, this account number is oh nine one five seven one seven six eight. And he's also an Intellibank intel See, I I right away want to say Intelligent bank. He's Intellibank customer.

utterance: Oh, OK, but this this is not. This particular bank isn't, but usually he has Intellibank?

utterance: He usually does. Yeah.

utterance: OK. So, he's got dual accounts

utterance: Pretty, suspicious. No, I'm just kidding. I'm just kidding Mr. Samuels. I'm just kidding. OK, let's see if the transfer's gonna go through. OK, yeah. OK, so it went through it's it's gonna go through. It will take about maybe five to seven minutes for him to see it in his account. So,

utterance: But, yeah. He still needs my help.

utterance: So, in other words he'll be back on the slot machines in ten minutes?

utterance: You s~.

utterance: Well, I hope not. You you have saved the day. you are a better man than most. I don't know how many people would go ahead and do that but Is there anything else I could help you with, like would you like to set up online banking, so you could do something like this yourself?

utterance: Well well actually, I I'm really good with the online banking. I I didn't even know I could do wire transfers online.

utterance: Oh

utterance: OK.

utterance: Yeah. Yeah.

utterance: I thought that

utterance: Was something that had to be done, you know whether in person or over the phone or something like that.

utterance: Right. OK. Well, there's ways that you can do that yourself if it's domestic. Once it gets into international waters it might be a little bit tricky. To do a wire transfer without an agent helping you.

utterance: OK.

utterance: So, yeah, OK, but as far as like your regular online banking. You have that set.

utterance: I I'm I'm all s~. Yeah absolutely thank you so much.

utterance: OK.

utterance: OK. Great.

utterance: All right. Well, I hope your brother's OK. and.

utterance: Oh, he'll be OK in Vegas, but once he gets home.

utterance: Well, you're a really great brother. I'll say.

utterance: Thanks.

utterance: And, I hope you have a great day Mr. Samuels.

utterance: You too.

utterance: All right, buh bye.


utterance: Hi, thank you for calling Intellibank. My name is Kathy, and how may I help you today?

utterance: Oh hey Kathy! How are you doing today?

utterance: I'm doing quite well Ma'am. Thank you so much for asking, and how about yourself?

utterance: Well, I'm doing pretty well considering. the reason I'm calling is I think I have misplaced my credit card. I've looked everywhere for it and I can't find it so I guess we just need to go ahead and report it as lost, and see what I need to do about having a replacement sent out to me .

utterance: Oh, all right. That's not a problem Ma'am. I'd be more than happy to assist you with that today. I do need to get a little bit of information so I can pull up your account. May I have your first and last name please?

utterance: sure. It's Melissa Keller, K E L L E R.

utterance: All right Miss Keller, and may I have your date of birth please?

utterance: Sure, it's May the thirtieth, nineteen ninety-six.

utterance: All right, May the thirtieth, nineteen ninety-six, and may I have your driver's license number please?

utterance: Sure, let's see, it's V as in Victor, seven one seven, zero seven, two one, three one, zero zero.

utterance: All right, I have V as in Victor, seven one seven, zero seven, two one, three one, zero zero.

utterance: Yes, ma'am. That's correct .

utterance: Thank you Miss Keller, and I do have a security question on file for you. What is the name of your favorite pet?

utterance: Oh, my favorite huh? honestly not sure which one I put on there because I can't really pick a favorite. Is it Mica or Cash?

utterance: Oh yes, Ma'am. I completely understand that, and you do get the correct answer and you did have down Mica.

utterance: Oh, OK, Mica. He's my oldest so that's probably why I did that, sorry.

utterance: Well that's not a problem Miss Keller. Now, let's see, may I have the credit card number of the credit card that you've misplaced?

utterance: sure, I don't know it off the top of my head, I'm sorry. Could I go and grab my statement from the bedroom?

utterance: Yes Ma'am, that's not a problem. Just let me know when you're back.

utterance: Oh, OK, yes Ma'am. Thank you. Sorry about that.

utterance: Well it's quite all right.

utterance: OK, I'm back. Are you still there?

utterance: Yes Ma'am, I sure am.

utterance: All right, I do have the statement, let's see, number, number, nu~. All right, the credit card number is four four, eight five, eight zero zero eight, seven eight zero three, six two, nine one.

utterance: All right. I have four four, eight five, eight zero, zero eight, seven eight, zero three, six two, nine one.

utterance: Yes Ma'am.

utterance: All right, thank you Ma'am. Now, I'm gonna pull up your transaction history real quick. Let's just go over this just to make sure there haven't been any charges on here that you have not made, OK?

utterance: OK. Not a problem. Thank you actually for checking that?

utterance: Yes Ma'am, not a problem. All right, I do have that pulled up, and where is the last or the date that you last remember using your card and what business was that at ?

utterance: I actually on October the eleventh, I went to Firefly Auto and got some new tires for my car.

utterance: Oh, all right, well that's that's wonderful news actually. That is the last transaction on showing on here so instead of having to report it stolen, we can go ahead and report it as lost which is a lot simpler of a process for you. Now, what I'm gonna go ahead and do is mark this down as lost and we will go ahead and re-issue another card, but to do that, I do need to verify your address of where you'd like a new card sent.

utterance: OK, we live at three seventeen Lynn, L Y N N Street, in Cambridge, Massachusetts.

utterance: All right, I have three seventeen Lynn Street in Cambridge, Massachusetts.

utterance: Yes ma'am.

utterance: All right, just one moment while I get this processed for you.

utterance: OK, thank you.

utterance: All right Miss Keller, I do have this processed for you, and your new card should be arriving in the mail within about five or seven business days, and when you get that card, there will be a little sticker on the front. Just call the phone number that's on that sticker and follow the prompts and that will get it all activated for you.

utterance: OK, wonderful, thank you.

utterance: Yes Ma'am, is there anything else I can help you with today?

utterance: Nope, you've been quite helpful. Thank you so much.

utterance: Yes Ma'am Miss Keller. Anytime, and thank you so much for calling Intellibank, and you have a wonderful day.

utterance: Thank you, you too.


utterance: Thank you for calling Intellibank, where we value our customers, this is Brenda. How may I help you?

utterance: Yes, I think I need to dispute a transaction on my account.

utterance: OK, I can do that for you. Who am I speaking with today?

utterance: This is Jill Baker.

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

utterance: Jill's fine.

utterance: Thank you, Jill. So, you want to dispute a transaction on one of your accounts, is that a checking, savings or credit account?

utterance: It's a checking.

utterance: OK. All right Jill, I'm gonna need to get just some information from you real quick. Can you tell me what your account number is or your social security number?

utterance: I'm not really sure, to be honest. My account number, I think, is three four six zero two nine nine eight.

utterance: OK, and how about your social security number?

utterance: Oh, That's eight six four zero nine eight seven six five.

utterance: OK, so the account number was not correct, but the social was correct Jill, what was also your date of birth?

utterance: It's March second of nineteen eighty.

utterance: OK, and it looks like you have an account security question. So, could you also tell me the city you were born in?

utterance: My God, it's Tolleson, I think or it might have even been Maiken.

utterance: OK, Jill, that unfortunately is not the correct answer.

utterance: Can you give me like a clue? Like, I created that question a really long time ago and I don't really remember.

utterance: I I'm unfortunately not able to give you a clue, but it does look like you also have a four digit pin code on your account for security purposes. Do you happen to know what that account number, I'm sorry, what that pin number is?

utterance: Oh my God, Oh Geez. It's the last four of my social isn't it? Eight seven six five.

utterance: No, I'm sorry that is not correct.

utterance: Is it two two one four?

utterance: No, Jill, I'm afraid that is not correct either. unfortunately, if I'm not able to an if I'm if I'm not able to get those answers for the security questions verified then I'm gonna be unable to share any account information with you to process this dispute. Would you be able to maybe look up that information somewhere? Possibly like on a birth certificate? I can wait on the line while you look that information up?

utterance: Oh, God. My mom has my birth certificate and she's on a cruise in the Atlantic right now, so I don't even think I can get a hold of her. and there's no, there's like really no way that I can dispute something without having to answer all of these questions?

utterance: Jill, so yes there is. If you'd like to, you can go to one of our local branches and provide a valid photo ID in person. then they can also process that dispute at that bank for you, once that ID is provided. they can also, once they if you provide them with your ID, they can also help you to reset those security questions so they can have them set to something that you can remember.

utterance: OK, so I can do all that in person then?

utterance: Yeah, you can do that at any Intellibank branch. I'm gonna go ahead and note our conversation on this account as well so whenever you you do go in they will have that information up and know what's going on, as far as those security questions were concerned.

utterance: I mean I'm glad that you have the security on the account and all but just stinks I can't make a dispute today, and there's possibly fraud on my account.

utterance: Yeah, I I completely understand and I wish there was something I could do to help you but unfortunately, because of the the security that we put in place for Intellibank to make sure somebody doesn't get your information we have to be able to verify your account with you and without those, I mean I know that you provided your your date of birth and your social security number, but unfortunately we we we wanna go with an extra level of security to make sure that your account is safe, and that's why we have that pin and that security question on there for those kind of measures.

utterance: OK, I guess, I mean I understand, but I don't understand.

utterance: I know, I I I apologize again, but I do want to let you know that all of our branches should be open until five p.m. today. So, if you're available today you can go to any of those locations and make that transaction in per person, OK?

utterance: OK, well I guess I will have to do that. I mean I I guess I'll go in person, that will be fine. I just want to get it taken care of and make sure no one's using my card. So, you can't flag anything right now? can't flag my account as fraud at all right now, without me giving you that pin?

utterance: No, unfortunately I cannot. I have put the notes in there so it once you go into the location today, they should be able to pull that information up and know immediately what it is that you're trying to call or what you're coming in there for. And be able to get that resolved for you, and again I'm sorry I was not able to help you with that dispute today. but is there anything else I can maybe do?

utterance: Have so, you said they're all open til five?

utterance: Can you tell me what the nearest location is for me?

utterance: Yeah, give me just one second. So, it looks like the nearest location for you is two thirteen, Donovan Lane and that's in Kansas City, Missouri. so, it's two thirteen Donovan Lane in Kansas City and it looks like that's in the Wilshire the Wilshire building which is looks like it's a little strip mall. Are you familiar with that area?

utterance: Yes, I think I know where that's at does it intersect on Donovan and Hill?

utterance: Let me look here at the map. Yes, it looks like it's right on the corner of Donovan and Hill.

utterance: All right, then I know where I'm going.

utterance: OK, Jill well thank you again and is there anything else I can help you with today, before I disconnect with ya?

utterance: No, I think that's fine. I'm gonna go ahead and head over there now to get it taken care of.

utterance: All right Jill, well thank you for choosing in Intellibank and good luck with everything, OK? You enjoy your day.


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

utterance: Hi Rose. My name is Kim. I need some help please I am trying to do a wire transfer to send some money to a friend.

utterance: OK, I could certainly help you with that. bear with me just one moment just have to ask you a few questions to get into your account and start the transfer. what is your first and last oh I'm sorry. You told me your first name's Kim what's your last name and your date of birth?

utterance: sure. It's John's J O H N S and the date of birth is April twenty fourth nineteen seventy-seven.

utterance: Alright. Thank you so much and also what is the the account number that you would like to make the wire transfer from?

utterance: OK I'd like to make that from my checking account and bear with me for one moment. I thought I had that right in front of me.

utterance: Sure, no worries. Take your time.

utterance: OK. Hold on for one second for me.

utterance: Sure.

utterance: OK Rose are you still there?

utterance: I am.

utterance: OK. Thanks so much for holding. Sorry about that.

utterance: No worries.

utterance: OK my account number is one one two one zero zero zero five nine five.

utterance: All right. Thank you so much and I have to ask you a security question. What is your mother's maiden name?

utterance: It's Murphy.

utterance: All right. Thank you so much. and what is the withdrawal amount that you would like to transfer?

utterance: Five hundred dollars even please.

utterance: OK. and do you have the account number that we are transferring this to?

utterance: yes I do. I have the account number it is actually he uses Intellibank as well and his name is David Bowen B O W E N.

utterance: Did you mean Intellibank?

utterance: Oh yes I'm sorry I meant he uses Intellibank too. We we have the same bank.

utterance: Oh OK no worries you do know there is an Intel bank as well so I just wanted to be sure that we were talking about the same one.

utterance: Oh no. I didn't even realize. Thank you.

utterance: Yeah.

utterance: A lot of people make that mistake. It's OK it's no worries at all. all right so we're transferring to David Bowen's account

utterance: And.

utterance: Yeah, without an S.

utterance: B. B O W E N.

utterance: Oh, just Bowen. OK, Not plural. All right.

utterance: Right.

utterance: And I have

utterance: His account number.

utterance: OK. I would also need the routing number as well.

utterance: I don't have the routing number. I guess I assumed since we're under the same bank that it would be the same. I do have his account number. but I didn't get a routing number.

utterance: Sure. It's no worries. I could look that up but I'm ready for the account number whenever you are.

utterance: OK.

utterance: OK great. It's seven zero eight five six four six seven four four.

utterance: All right and we are transferring it to Mr. Bowen. Account. His account is going to receive five hundred dollars even.

utterance: Correct?

utterance: Yes.

utterance: Yes, and when the transfer goes through, about how long does that take for it to show up in his account?

utterance: it's immediate generally it doesn't take more than thirty seconds. It's a really quick process.

utterance: Oh. Great.

utterance: Awesome. OK, thanks.

utterance: You're totally welcome. All right. Bear with me just a few moment with Ms. John so I can set this transfer up. One moment.

utterance: No worries. How's your day been going?

utterance: Oh it's been great. Thank you so much for asking. What about yours?

utterance: It's been going really great. I I been enjoying the weekend. Thank you very much.

utterance: I tell you this weather I am so happy that it is finally breaking. It has been exceptionally hot this year. I'm in Myrtle Beach so you know you would think with that ocean air that it would just be nice and cool you know in the evenings but no it's been stifling like seriously I I would feel like you know I'm taking my evening walk and it felt like someone was blowing a hot air conditioner into my mouth.

utterance: Yes.

utterance: Oh my goodness.

utterance: You know. It's pretty hard to try to exercise in that kind of weather.

utterance: Yes.

utterance: I'm so happy that it's almost fall I mean for here we really don't have a whole lot of change in the season. It's pretty much warm year round but I mean it is cooling off now and I am ever so grateful.

utterance: Oh that's wonderful.

utterance: Yes ma'am. All right Ms. John just wanted to let you know that that wire transfer has finished. It's completed. and you should be receiving a confirmation from me in your email in about thirty seconds. If you don't mind checking that and let me know that you received it.

utterance: OK.

utterance: yes I did get that. I saw the notification come across the top of my phone.

utterance: OK fabulous and would you like any further information about online banking in order to transfer funds more conveniently in the future.

utterance: no that's OK. I'll go online and check it out. I really appreciate your help today.

utterance: You are very welcome Ms. Johns and as part of Intellibank I just want to let you know we really value your loyalty and your business. And I hope that you have a wonderful rest of your weekend.

utterance: Thanks hon, you too.

utterance: Thank you. Bye bye.

utterance: Bye bye.


utterance: Hi, welcome to Intellibank. My name is Jennifer. How may I help you today?

utterance: Hi I was hoping to find a branch nearby so that I could yeah make a deposit.

utterance: OK can I get your address? Like city, state and a ZIP code?

utterance: Yeah my address is nine seven five Willow Boulevard in Austin, Texas. Oh I'm sorry let me do that again it's actually nine seven eight Willow Boulevard in Austin, Texas.

utterance: OK, thank you, and can you look up your ZIP code for me?

utterance: Yeah my ZIP code is five seven nine three one.

utterance: OK thank you. So it looks like there's a branch about ten miles away, and that's on Chestnut Street. It's. Do you want the address?

utterance: yeah that would be nice.

utterance: OK. It says seven zero seven four Chestnut Street Austin, Texas. And the ZIP code on that is five zero six six three. And then there's also another branch about fifteen miles away and that would be on Acorn Boulevard. on I think it's eight zero zero five Acorn Boulevard and the ZIP code on that is five zero six six two.

utterance: OK sounds good. what are the hours for both of those?

utterance: all of our banks currently open from eight a.m. and then they close at four thirty p.m..

utterance: OK sounds good. I'll see if I can make it to one of those. how's your. How are you today? How's your day by the way?

utterance: Oh thank you, I'm good. Thank you for asking. How are you?

utterance: I'm good, yeah. nothing out of the normal.

utterance: Awesome.

utterance: Thank you, yeah. so is there anything else I could do for you?

utterance: Yeah, so because there aren't any branches like really close to me I was wondering if there's an easier way to maybe make a deposit in the future.

utterance: Yeah, so Intellibank offers online banking and deposits, so if you were to go to Intellibank dot com you were. You would be able to set up account and make mobile deposits and withdrawals.

utterance: OK and this is on the website? And I can link it to my account, right?

utterance: Yes.

utterance: OK sounds good

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

utterance: I'm not sure let me see. Let me think really quick. Let me think for a minute.

utterance: Yeah do you think we could also just check my account balance really quick?

utterance: Yeah of course, may I please have your credit card number?

utterance: Yeah my credit card number is four five eight six three seven two one nine one zero three eight six six seven.

utterance: OK and just for security question do you remember your pet's name?

utterance: Yeah my. Yes, my first pet's name was Hannah.

utterance: First pet.

utterance: OK, thank you. And just one more time can you confirm your PIN number for your credit card?

utterance: Yeah, my PIN number is. Oh give me one second. Yeah my PIN number is three five seven one.

utterance: OK thank you. And it looks like. did you want to check your checking or savings account?

utterance: my checking please.

utterance: OK. Give me one second while I pull that up. OK, thank you for hanging on the line with me. It looks like you have four hundred dollars, and twenty-six cents.

utterance: OK sounds good, thank you so much. I think that's pretty much it for me today. do you think you could maybe send me a link to the website or something so I can set up online banking in the future?

utterance: Yeah can I get your email?

utterance: Yeah my email is going to be D Gray. And that's D G R A Y at Gmail dot com.

utterance: OK, just to confirm that's D Gray G R A Y at Gmail dot com.

utterance: Yep that's correct.

utterance: OK thank you I'll get that right over to you, and is that all for today?

utterance: Yeah I think that's it.

utterance: OK, thank you for calling Intellibank. I hope you have a great rest of your day.

utterance: Thank you, you too.

utterance: OK thank you, bye bye.


utterance: Ring ring.

utterance: Hello, thank you for calling Intellibank. My name is Jenny. How can I help you?

utterance: I'd like to report my credit card stolen or lost.

utterance: OK, I'd be happy to help you with that. may I have your name, please?

utterance: Gladys Johnson.

utterance: And how do you spell the last name, please?

utterance: Pretty sure the spelling is J O H N S O N.

utterance: J O H N S O N. OK, Gladys. And let's see, your four digit PIN code, please?

utterance: Zero nine one nine.

utterance: Perfect, and your date of birth.

utterance: I think it's one nineteen fifty-seven.

utterance: OK, perfect. Thank you so much, Gladys. Just a few more questions before we proceed. the name of your favorite film?

utterance: Red Juice.

utterance: Great, and your first pet.

utterance: Lassie.

utterance: Awesome. Thank you so much. OK, and this card was attached to your checking account?

utterance: Correct.

utterance: And that account number, please.

utterance: Zero seven one three six zero six.

utterance: Perfect. OK. so, let's see. I'm just gonna go ahead and take a few moments to get that card canceled for you.

utterance: OK.

utterance: Let's see. So how are you doing otherwise today?

utterance: Oh, pretty good beside this?

utterance: And actually while I looked I noticed that there has been some activity on your card. What Do you remember what your last transaction was?

utterance: Yeah, I the pet store.

utterance: OK, let's see. OK, so I do see some unusual activity on the card and I do see a pet store transaction, but there's several more after that. Looks like somebody may have your card.

utterance: They must have because that's the last purchase I made.

utterance: OK so we'll go ahead and get these transactions reversed cancel your card and turn this over to the fraud department.

utterance: OK, that works.

utterance: And then they'll be in touch with you if they need any further information.

utterance: Thank you very much.

utterance: OK, so let's see. Gimme one second. All right, Gladys. So I did go ahead and get that card shut off and I need you to verify the address we'll be sending the new card to, please.

utterance: Six three nine Navy Street.

utterance: Six three nine Navy.

utterance: Colorado Springs, Colorado.

utterance: Colorado Springs.

utterance: Eight zero nine zero four.

utterance: Eight zero nine zero four. All right, let me read that back to you just to be sure I got it correct. That's six thirty-nine Navy Street. Colorado Springs, Colorado. Eight zero nine zero four.

utterance: That's correct.

utterance: All right. Great Gladys. So that card, your new card should be to you within three to five days. In the meantime, if you need if you'll need to make any purchases you'll just have to come and get cash. Is that gonna be all right?

utterance: Yes, that's fine.

utterance: OK, perfect. so now that that's all taken care of, is there anything else I can do do for you this afternoon.

utterance: Yes, please. I need you to check my balance on my card.

utterance: OK, and let's see. You mean, the balance of your account?

utterance: Yes, Ma'am.

utterance: OK, great. And let's see. And that checking account number again, please.

utterance: Zero seven one.

utterance: mhm.

utterance: Three six zero six.

utterance: Perfect. OK, and your balance on that account is four hundred and eighteen dollars and eighty-three cents.

utterance: Can I please receive the balance of my savings account, please?

utterance: Oh, sure. Hang on one second. Let me look that up. And that number?

utterance: saving account is zero seven one.

utterance: mhm.

utterance: Three six zero six zero.

utterance: Zero seven one three six zero six zero. All right, that's correct. All right, Gladys. So your balance in that account and your savings account is one hundred and seven thousand three hundred and eighty-one dollars and three cents.

utterance: Thank you, thank you very much. So how's your day going?

utterance: Oh, it's going very well. I was gonna say now, are you familiar with our online banking? That way you'd be able to log in and check your balance any time you saw the need.

utterance: I am I am familiar with it but I don't because I don't want access to my account information or whatever.

utterance: Oh, I

utterance: Totally understand. These are different days in this country for sure.

utterance: Yeah, and

utterance: Because of the person that obviously took my card, I don't want to make any information available to them.

utterance: Sure that makes total sense to me, OK. Well, I am I think that's a very good decision.

utterance: Thank you.

utterance: All right, so if there's, is there anything else I can do for you?

utterance: I think that's gonna due for today.

utterance: All right. gimme one minute while I close the accounts off my computer screen. OK. All right, and actually, let me check with my supervisor and make sure there's nothing I needed to do further about those fraudulent charges.

utterance: I appreciate that.

utterance: No, problem. Thank you so much, Gladys. I be right back.

utterance: Hi, Gladys, are you there?

utterance: I am.

utterance: OK, I checked with my supervisor and she does want me to transfer you over to the fraud department so they can speak with you about these charges.

utterance: OK.

utterance: OK, so give me just one second and I will transfer you to the fraud department.

utterance: Thank you.

utterance: Thank you. It was very nice speaking with you today. Have a good afternoon.

utterance: Thank you.

utterance: Thank you. Here you go.


utterance: Thank you for calling Intellibank. My name is Azumi. Who am I speaking with today?

utterance: my name's Edward Elric not sure I can do this over the phone but I have a checking account that I just wanna close out today.

utterance: Oh OK. Yeah Mr. Elric so you can actually close out an account over the phone There is an account closure form that I have to send to your email, this will allow me to close that account, but first off can I get your account number and the last four digits of your social security please?

utterance: Yeah. My account number that I want to close is, one zero zero one zero one and the last of my social is fifty-two fourteen.

utterance: OK. Perfect, Now I just want to make sure I have that number correctly. So I have one zero zero one zero one, and then the last four of the social were fifty-two fourteen.

utterance: Yeah. That's right.

utterance: Perfect, and then can I get your date of birth please?

utterance: Yeah. It's October fourth nineteen ninety.

utterance: OK. Perfect. Thank you for that information. All right Mr. Elric let me pull up your account, just one second.

utterance: Yeah.

utterance: So how long have you worked for Intellibank?

utterance: Oh so it's it's actually Intellibank but, No you're totally fine. We actually get that a lot so you're definitely not alone one that one.

utterance: Yeah. Sorry I forgot.

utterance: and then so I've actually worked here for about five years now. I worked at a branch for the first two years and then I switched over to the call center.

utterance: Which do you like working better at, call center or the branch?

utterance: so they're both really different So it's the call center is a little bit more fast paced then the branch, we get a lot of like different request then what I used to over at the branch so it's really nice. and then I learned a lot more here at the call center than I did over at the at the bank.

utterance: do they pay you more here or at the branch?

utterance: so since we get like more of a of a volume, they do pay us a little bit more here there is a little bit more training as well so and the that's kind of the reason why I switched over since they do pay you more dependent on the work.

utterance: Oh. Well that's nice.

utterance: Yeah. I like it a lot.

utterance: All right Mr. Elric sir, I do have your account pulled up and then I do have to ask you your security question, first off it was, what is the first name of your youngest sibling?

utterance: Yeah. His name is Alfonse.

utterance: OK. Perfect thank you. That is what we have on file.

utterance: and then were you wanting to close that checking account ending in zero one zero one right?

utterance: Yeah. That's that's it.

utterance: OK. Perfect, and then we do have to ask what what is the reason why you're wanting to close out your account today?

utterance: Yeah. So my parents actually opened up this account since I was a kid so it's been a really long time, so they wanted to start me off early they thought it'd be a good idea just to get me to learn how to manage my account and stuff but now that I'm married and I have a couple of other accounts with my wife were just wanna consolidate all of it together so we don't have money all over the place.

utterance: Oh. OK perfect. Yeah that's completely understandable. We just wanna make sure that if it was like a service issue or anything else that we can address it.

utterance: and then so that we have the information to be able to make changes later on so if that was it I'll go ahead and fill out your account closure form, and then I do need to send it to your email can I verify what your email is?

utterance: Yeah. It's gonna be Edward underscore Elric at Gmail dot com.

utterance: OK. Awesome, and then I do wanna verify that I have it correctly. So I have E D W A R D and that was underscore E L R I C at Gmail dot com?

utterance: Yeah that's right.

utterance: Perfect. Thank you for that. OK. So we'll go ahead and get that account closed. So then it also looks like there is eight hundred forty-one dollars and ninety, in that checking account. where do you want us to send those funds to?

utterance: Yeah. Is there anyway you can send that to my chase account?

utterance: Yeah. Absolutely we do have to get some of that information. Do you happen to have the account and routing number?

utterance: Oh. Yeah. I have to find my checkbook real quick.

utterance: OK. Yeah sure. Take your time.

utterance: Yeah. Sorry I should of had that.

utterance: Oh no. That's totally fine. Once you have it we can get that put in.

utterance: OK. I have the info right here. So the account at chase is nine five one seven five three eight two, and the routing for that is, one two four five eight two six nine three.

utterance: OK. Perfect OK. I just want to verify that the account number is correct and the routing. So account number was nine five one seven five three eight two and routing number was, one two four five eight two six nine three?

utterance: Yeah.

utterance: OK. Perfect, and then was that a checking or savings account at chase?

utterance: it's checking.

utterance: OK. Perfect. Thank you for that information so I'll go ahead and process the account closure. you will see that account closed within the next twenty-four to forty-eight hours and then after you receive your form form in the email and you'll see that on your online banking. the balance of eight forty one and ninety cents will be transferred over to your chase checking account ending in five three eight two do you have any other questions on your account today?

utterance: Yeah. I actually had one. so I have an auto loan and I set up the automatic payment but I haven't seen the payment come out of my chase account also wanted to know what's the new balance on the loan?

utterance: OK. Yeah Yeah we can take a, definitely take a look at that so it looks like on the auto loan so your payment isn't due until the twenty third of this month, so that's why it hasn't been processed yet. Once the twenty third comes around you will see the funds of that payment come out of your chase account and then let's see the balance on your loan right now is four thousand eight hundred twenty-one dollars and ninety-seven cents.

utterance: OK. Yeah that makes sense I totally forgot that I changed the payment date.

utterance: OK. Yeah you're totally fine.

utterance: was there anything else that you were needing today Mr. Elric?

utterance: mmm no. I think that's everything that I had. Thanks for your help.

utterance: Yeah. Of course anytime. Have a great day.

utterance: You as well.

utterance: Thank you. Goodbye.


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

utterance: Hi Rose. My name is Kim. how are you doing today?

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

utterance: I'm doing great. not too bad for a Monday. You know.

utterance: Is it Monday? I hadn't even noticed.

utterance: Yeah.

utterance: Yep. Unfortunately. I'm sorry Tuesday. Listen to me. I'm I'm completely giving you the wrong day of the week.

utterance: Yep.

utterance: I know.

utterance: It's interesting because I literally was like yeah it's the Mondayest Monday ever, and it's totally Tuesday.

utterance: Yeah, it's

utterance: Definitely Tuesday.

utterance: It's hilarious.

utterance: Oh goodness. Thank you so much for making me laugh because it definitely is extra Monday over here in my office.

utterance: Oh my goodness.

utterance: You are so welcome. I after all that I am calling to I actually want to transfer my balance from my savings into my checking. and like I would like to close my checking account.

utterance: OK.

utterance: Certainly. I can.

utterance: I wanna . I want to transfer my balance from my savings to checking and close my savings account.

utterance: That's what I meant.

utterance: OK. OK awesome. I can so. I can totally help you with that. Bare with me just a moment and move my screen really quickly. I just have to ask you a few questions so that we can get into your savings account.

utterance: Sure.

utterance: OK.

utterance: OK.

utterance: I know you said your first name is Kim. That's Kim, not Kimberly, correct?

utterance: Correct, yes.

utterance: All

utterance: Right. And, what is your last name?

utterance: My last name is Johns. That's J O H N S.

utterance: OK. Thank you so much Miss Johns.

utterance: And let's see here.

utterance: I would need your savings account number.

utterance: OK. Let me see here. My savings account number is one one two one zero zero zero five nine four.

utterance: Thank you so much. And, your security question what is your mother's maiden name?

utterance: That's Murphy.

utterance: Thank you.

utterance: And, I need the deposit account number. Your checking.

utterance: OK.

utterance: And, my the checking account number is one one two one zero zero zero five nine three.

utterance: Alright.

utterance: Oh I'm sorry it it is. I think I read the number wrong. The last four digits are zero five nine five.

utterance: So the whole number again is one one two one zero zero zero five nine five.

utterance: Sorry about that.

utterance: That's OK. I was going to ask you. Oh, I was like wait this this is someone else's account. Alright.

utterance: I was all over the place.

utterance: Oh my goodness.

utterance: No worries. No worries at all. I did want to advise you of the account balance for both accounts.

utterance: in your savings account you've got two thousand five hundred dollars and twenty-two cents. And, in your checking account you have five thousand dollars and zero cents. Just five thousand even.

utterance: OK.

utterance: And, bare with me. Let's see here OK. So I'm going to go ahead and transfer over the savings account balance to your checking now. Bare with me just a few moments.

utterance: Sure.

utterance: OK Kim. I have completed that transaction and I am sending you a confirmation of that right now to your email. it should be there in about thirty seconds, and if you could do me a favor and check that. To make sure that confirmation came through.

utterance: yes. I just saw it come through on the top of my phone.

utterance: Fantastic.

utterance: now we are going to close this account and bare with me just a few moments.

utterance: Sure.

utterance: And, just some information here. And, I'm going to send you another confirmation of the account being closed. OK?

utterance: Perfect.

utterance: OK Kim. That's closed now and I sent that confirmation. If you could check your email for me and just make sure that we've got that complete.

utterance: OK. Let me see here.

utterance: Hold one. Let me hit refresh.

utterance: OK perfect. I have that email as well.

utterance: Fantastic.

utterance: are there any other banking products that you could use some information on for the future?

utterance: I don't think so. Not today. You've been ultra helpful. Thank you so much. I appreciate it.

utterance: You are very welcome. And, as a part of the Intellibank we'd like to thank you for your loyalty and your business.

utterance: And, I hope you have a wonderful rest of your Tuesday, Kim.

utterance: Thank you so much hon. You too.

utterance: Thank you. Bye bye.

utterance: Bye bye.


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

utterance: Hi, Rose. My name is Kim. I am calling to find a ATM actually that's near me.

utterance: OK. I can definitely help you with that. I just have to get a little bit of information from you first. so that I can find one that's close to you.

utterance: Sure.

utterance: All right, Let's see. Bare with me, just a second.

utterance: How's your day been going?

utterance: Oh, it's been great. Thank you so much. How's your day?

utterance: It's been going pretty well. I've been out enjoying the weather. I'm sorry that you're having to work and not getting to enjoy the weather.

utterance: You lucky dog. Yes. It sucks being inside when it's so so beautiful outside. I haven't minded it too much in the summer because it's been exceptionally hot this year. I live in Myrtle Beach. and let me tell you the humidity has just been outrageous. I can't believe how hot it's been. It's finally starting to break. Like, it's not cool outside here yet. But, the humidity's gone and it just looks gorgeous and the trees don't really turn like they do where you are but and you're in PA right?

utterance: Right.

utterance: Right, right.

utterance: Yeah.

utterance: Yeah, you have the magic up there. Down here it's definitely different. We might get a little turning but you know, the best thing is not sweating your makeup off when you go to the beach.

utterance: Right, exactly.

utterance: Yes, ma'am.

utterance: all right, lets see here. So, can you tell me what the street address is that we have on file for you?

utterance: Sure. my street address is, let me see

utterance: And I'm so sorry. I went straight in to this like I know what your last name is. What is your last name?

utterance: Oh, that's OK. no problem. I can give you both. My last name is Johns. That's J O H N S. and my street address is forty-nine Holland Lane. And that's Philadelphia, Pennsylvania. One nine one zero one oh, and also my date of birth is April twenty-fourth, seventy-seven. If you need that.

utterance: OK. Thank you so much. All right, and bare with me just a moment while I see what the nearest ATM is to you.

utterance: Let's see here.

utterance: OK. So, I found one that's pretty close to you. this is fifteen miles away. Is that close enough? Or do you need something closer?

utterance: if, is is there anything at all closer?

utterance: Oh, let me check.

utterance: either way. That, I can go ahead and take that information.

utterance: OK. I did find one that's a little bit closer. It's only thirteen miles not

utterance: OK.

utterance: The closest, but I'll give you both. And you can just, you know, use whichever one's most convenient to you. OK. So the first one would be at two three zero one and that's Grays Gray with an S. Ferry Avenue.

utterance: Sure.

utterance: OK.

utterance: And that's in Philly.

utterance: And bare with me just one second, I'm looking for the ZIP. It didn't just pull that up immediately.

utterance: Oh, no that's OK. I know where that is.

utterance: Oh, fabulous. It's OK. And I did find the ZIP, one nine one four six. And the one I was telling you about initially that would be at nine hundred Market Street. That's at one nine one zero seven as well.

utterance: Yeah.

utterance: OK.

utterance: And also the hours to those to both of those are also the same. the, the ATM is open from nine a.m. to six p.m.. And then on the weekends it's open from nine a.m. to twelve p.m..

utterance: OK.

utterance: And also the daily withdrawal limit at both of those ATMs is five hundred dollars.

utterance: OK.

utterance: And let me see here. You said five hundred dollars is the daily withdrawal limit?

utterance: Mhm.

utterance: OK, great. And is the ATM hours the same as the lobby hours of, at both of these locations?

utterance: Yes, ma'am.

utterance: OK.

utterance: Perfect.

utterance: All right. And was there anything else that I could help you with?

utterance: yeah. I do want to check my account balance. let me see here. I wanted to check my account balance for my checking account.

utterance: Certainly. can you give me that account number please?

utterance: Sure. Let me see here I was trying to find it. As I'm saying the words, I want to check the account balance. And I'm not the hold on for one moment for me, Rose.

utterance: Sure. Take your time.

utterance: Thank you.

utterance: Oh, great. Here it is. OK. I have account number if whenever you're ready.

utterance: All right, I'm ready.

utterance: It's one zero zero one one two zero five nine five.

utterance: All right, thank you so much. And it looks like the balance on this account is, five thousand five hundred and thirteen dollars.

utterance: Oh, great. OK.

utterance: Mhm.

utterance: OK. I've got this all written down.

utterance: OK.

utterance: All right. Thank you so much. And

utterance: I just wanted to ask you, the ATM location and and everything, that I can find on on your website, on Intellibank dot com, right?

utterance: Intellibank?

utterance: Yeah. Oh, yes. I'm sorry. Intellibank dot com.

utterance: It's no worries. People get that confused all the time. There is actually an Intel bank as well. So, I just wanted to make sure you were talking about the right one.

utterance: yes, you can.

utterance: OK. Great. All right, well thank you so much. I really appreciate your help today.

utterance: Oh, you are so welcome, Kim. Was there anything else that I could help you with today?

utterance: Nope. That's everything.

utterance: I'm so sorry. At the beginning of the call didn't you ask me about a a service that you needed? I, I just wanted to make sure I had covered everything.

utterance: Oh! Never mind. I'm so sorry. I, I am so confused. I was thinking about another call. I apologize.

utterance: Oh, that's OK.

utterance: All right. Having a crazy day today.

utterance: No worries. No worries. Hopefully it'll be over soon.

utterance: Thank you.

utterance: Yes, ma'am.

utterance: Thank you so much for calling Intellibank. You are a loyal customer and we appreciate your business. And you have a wonderful rest of your day Miss Johns.

utterance: Thank you so much, have a good one.

utterance: Thank you. Bye bye.

utterance: Bye.