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

utterance: Are you serious? Is your name actually Roberta? That's my grandma's name and we just celebrated her birthday.

utterance: Oh yes ma'am. It is Roberta.

utterance: Oh my goodness. That's so funny. I literally just left her house for a party but.

utterance: Oh, what a coincidence. It's a beautiful name.

utterance: Yes, it is.

utterance: Your

utterance: Grandmother has a beautiful name. So how can I help you today?

utterance: Oh, my gosh.

utterance: Yeah. Well anyway, I actually want to open a new account.

utterance: Excellent. So I need to get some identification information if you don't mind. what is your first and last name?

utterance: first name Cassidy K C A S S I D Y and last name Johnson J O H N S O N.

utterance: Thank you so much.

utterance: Yep.

utterance: Is it Mrs. Johnson or Ms. Johnson?

utterance: Ms.

utterance: Johnson.

utterance: Oh. Thank you so much, Ms. Johnson. So can you please give me your address?

utterance: Yeah. It is three seven two eight Popcorn Drive.

utterance: Thank you. City and state?

utterance: Madison County.

utterance: OK.

utterance: And Ohio.

utterance: Oh. OK. Thank you so much. Now which kind of account do you want to open today?

utterance: OK. So we want to open a checking account.

utterance: OK. very good. And and before that do you mind giving me your date of birth?

utterance: Oh yeah. January ten nineteen ninety.

utterance: Thank you so much. Nineteen ninety. OK. And your social security number?

utterance: four oh five.

utterance: Thank you.

utterance: Eight zero two three three zero.

utterance: Oh. OK. And you said that you wanted to make a deposit in a new checking account?

utterance: well I want to open a new checking account but yeah. I I am going to go ahead and make a deposit because I actually want to want to transfer but but I want to open this account first.

utterance: Oh. OK. Perfect. checking account. And do you know we have you can open a free savings account that is connected with that checking account. So would you like to do that today?

utterance: yeah. Sure. We'll go ahead and do that and I guess you're gonna need a a security question right? Just to be sure.

utterance: Yes. You need to choose a security question. and then that will be asked later to verify your account when you do transactions online or when you call us back just for your security.

utterance: OK.

utterance: Yeah. OK. Because I I tried to do it online and that's where it stopped.

utterance: Oh. OK. Well I do apologize that you had that problems online. Did you try to to contact an agent? did you chat with an agent through through the through the website?

utterance: Yeah. Just. I called you.

utterance: Oh. So you are online trying do that? Yeah. Thank you.

utterance: Yeah.

utterance: Yeah. I just thought I it better to call.

utterance: Yeah. Not through chat but through calling. Now that's a that's a great great idea. We're here to help you all the step of the way. OK. So what would that security question be? It can be you can give us your mother's maiden name or the name of your first pet, your favorite sports team, the street address of your first household. The house where you grew up.

utterance: yeah.

utterance: I liked the the last one the second to last one you said. Your favorite sports team. We'll yeah we'll make that the Steelers then.

utterance: Oh.

utterance: Oh.

utterance: Perfect. The Steelers. Oh. Great team. OK. Thank you.

utterance: Yeah.

utterance: Yeah. So what else do you need? Cuz that's from this point on I have no clue what I'm doing.

utterance: Oh. OK. So what I what I would need you already told me that you want to do checking and a savings account savings account that goes with it.

utterance: Sure.

utterance: And then how much would you be depositing?

utterance: Well I've got about like a little more than five thousand in one account that I want to move from that account into this new one.

utterance: Oh. yes. We can do that. so in order to do that what you would have to do is to close the new account first or what you can do. are you banking with us or other the other account that you are going to close is Intellibank?

utterance: So I don't want to close the new account. I want to close an account that's existing that it's just it's just a checking account.

utterance: With our

utterance: Bank right?

utterance: Yeah. So it it's an old one that I I had as like the custodial account. So, like, one that I used to have with like on it with me but now they are not on it and I wanna make a brand brand new one.

utterance: Perfect.

utterance: Perfect. So but but you you are one of the main

utterance: Yeah, we fixed Exactly. We fixed all that stuff before so I just I just wanted to make the new one and then that way I have new numbers and stuff.

utterance: Owners of the account.

utterance: Perfect.

utterance: Excellent.

utterance: Perfect. So what what I'm going to need is the information of your of your this is we can do it two ways.

utterance: OK.

utterance: You close your account and then you open this account or I access your account if you know, with your permission, you I access your account and you do a transfer of some funds from your old account to the new account just to open the account.

utterance: Yeah, so.

utterance: And

utterance: Then we can close your account.

utterance: OK, that's what I want.

utterance: And then

utterance: We transfer the rest of the money to the new account. But I need but I cannot close it in this transaction. I just need you to transfer one. Does it make sense to you?

utterance: Yes, yes, yes.

utterance: OK.

utterance: Yeah. Makes sense. did we already open the new one or are we going to close the old one and then open? Because I I thought I had to have a new one to receive it. That's first.

utterance: Perfect.

utterance: Yeah. No. We can open the account and then we will go with the with the information of your old account and at the end we'll close the account.

utterance: OK. So we open transfer and then close?

utterance: So we transf~

utterance: Yes. And then before we close we transfer all the funds.

utterance: OK.

utterance: Today. Or you could transfer like all the funds, you just leave like five dollars or you will have to close the account.

utterance: No. I just want to close it.

utterance: Yes. But then we do that transaction on my end. So don't worry about it. We'll do it. We'll take care of you. We just transfer the first because I need to close the account after I transfer some money. I don't do you understand me?

utterance: OK.

utterance: yeah. I got it. So.

utterance: OK.

utterance: I hope I. Yeah. I don't I I apologize. I don't mean to confuse you Miss Johnson.

utterance: No no no. It's fine. I just want to make sure that I'm pulling up the right numbers for you cuz.

utterance: Yeah.

utterance: So the the what we're gonna do this is finish finish opening your account here and then we're going to do a a transfer.

utterance: Sure.

utterance: And if we let me see if I can if if I can if I can do the full amount of the other account.

utterance: Mhm.

utterance: So I can close it you know? Let me see if the computer lets me do that and if not we'll we'll take care of you. Maybe one more step.

utterance: OK. That's fine. So do you need what do you need to move forward from me now?

utterance: No, but. It will be. Perfect.

utterance: OK. So let me just just a just a second. I'm going to open your account.

utterance: OK.

utterance: Just to let you know that both accounts are free and you are going to be earning in in your savings account right now the interest that you will earn in your in in whatever money will have it's zero point zero zero zero zero three percent per month and and the everything is is free and at the beginning we are going to give you like one hundred checks free checks and if you want to continue with the you know with the checks you would just pay their the you know when when the.

utterance: Cool.

utterance: Yeah. I can order more through you guys?

utterance: You order the more through us and you can order also through you know, through a third party if you want designer checks and stuff like that.

utterance: Oh, awesome.

utterance: Sure.

utterance: So you can do that. and also we we have all the if you do online banking you can deposit the checks online. You can do also checks that way.

utterance: Got it.

utterance: Perfect.

utterance: You just need to send a picture of the check and it will be it will be self-explanatory but you we can also help you.

utterance: Yeah. That's fine. I've done that before so so I'm OK with that.

utterance: Perfect. So very good. So how much would you like your first deposit to be?

utterance: Well whatever is in the old account. It's like five thousand something. whatever is there let's just do it.

utterance: OK.

utterance: Perfect. So for that I am going to need the the number of your of your old account.

utterance: OK. So the old account number is two zero three zero eight zero two one.

utterance: Two one. Thank you so much. And do you remember the security question for that account that particular account?

utterance: Mhm.

utterance: I think I had a pin number actually with that account. Not a security question.

utterance: Oh.

utterance: yeah. A PIN number also works. So can I have the PIN number please, Miss Johnson?

utterance: OK.

utterance: Yeah,

utterance: Five four eight two.

utterance: One four.

utterance: Eight two. Thank you. Hold on a moment please. I need to access the account. Very good. Thank you so much. So you want to know the balance of that account right?

utterance: yeah. Just just so I know because I it had like five thousand four hundred something.

utterance: OK. Yes. Yeah. You're right. Five thousand four hundred and fifty-seven dollars.

utterance: Perfect. So can I move all of it over to the new account?

utterance: yes. I'm gonna I mean I'm gonna try to do that.

utterance: Usually the account has to have some money so I can transfer the money first.

utterance: Yeah.

utterance: And then it's just the minimum amount of money but I will do it on my end.

utterance: Thank you.

utterance: So it's going to take a few minutes. If you don't mind I can put you on hold.

utterance: Yeah. That's OK.

utterance: OK. So I can transfer the whole amount.

utterance: Yeah. That's all right.

utterance: OK. Hold on a second please. Thanks so much, Miss Johnson, for your patience.

utterance: Yeah.

utterance: OK. Well Miss Johnson, I was able to do what you wanted which is transfer all the money to your new checking account and you said that you wanted checking and savings. How much would you like to put on savings? Oh. Just to let you know and I apologize for not letting you know before but you need to have a minimum of two hundred dollars in your savings account.

utterance: Yeah.

utterance: So you can make and and it's in your interest because you will make more interest you know.

utterance: Yeah. Sure. So from that five thousand four hundred fifty whatever it was.

utterance: Fifty-seven dollars.

utterance: Yeah, yeah, yeah. So can I take the two hundred from there?

utterance: Mhm.

utterance: Absolutely. Absolutely. So so we're going to do a deposit of five hundred five thousand two hundred and fifty-seven dollars and then of those we will put two hundred in your checking account. Very good.

utterance: Yeah. Thank you.

utterance: Very good.

utterance: Yeah and is that something that I can move like later cuz I I've got some bills that I'm trying to to figure out now cause I. I've actually just got a new job. That's why I'm trying to. to figure all this out.

utterance: OK.

utterance: Congratulations on your new job. That is awesome.

utterance: Thank you.

utterance: Thanks.

utterance: Very good. So yeah. You can I mean what I would suggest to you is if you feel comfortable to to go to do banking online and once you have all your all your your online setup your online banking set up so you can start transferring money from savings to to checking or from checking to savings. You just follow the instructions and you just make sure that your savings don't go lower than two hundred and if you have to go lower than two hundred, sometimes we make exceptions.

utterance: Uh-huh.

utterance: Yeah.

utterance: Yeah.

utterance: OK.

utterance: and then you you give us a call and you say hey I need to go lower than that two hundred and then that will be good.

utterance: Yeah.

utterance: Perfect. OK.

utterance: OK.

utterance: So you are all set. we are going to send to your address all the information about your checking account and as I said if you go online you will get all of the information. Is is there anything else that I can help you with today?

utterance: Got it.

utterance: No. I probably will call again when I try and figure everything out, the log in, but I'll wait for that new account number to come to me in the mail.

utterance: Oh. Perfect. And just just to make sure I have all your information can you please give me your your email so I can send you the information about your closing your account that is closing?

utterance: Yeah. So it's just like my name. Cassidy Johnson then the number one two.

utterance: One two. At?

utterance: At Yahoo.

utterance: OK.

utterance: Dot com.

utterance: OK. Thank you so much. So I'm going to send that to you momentarily once I am able to close all the account.

utterance: Perfect.

utterance: And finish it up and call us anytime you need.

utterance: Oh. Awesome. Thank you so much, Roberta.

utterance: Thank you for calling us and for banking with Intellibank. You have a great day, Miss Johnson.

utterance: Thanks. You too.


speaker_role: Agent

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

speaker_role: Customer

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

utterance: I'm doing great Kim. Thanks for asking and how are you?

utterance: I'm doing pretty great. you know sad that it's Sunday and about to be the end of the weekend but it was really nice weather this weekend. Oh my goodness I can't even tell you. Don't get me started on the weather. Hopefully you got to get out and enjoy some of the weather maybe yesterday.

utterance: well unfortunately it was more like enjoying it through my open window while I'm doing laundry. But I can not complain because it has been the eighth level of you know what here at the beach, so so hot.

utterance: oh no.

utterance: Oh yeah.

utterance: And it's finally finally calmed down and now it feels more like fall. The only downside is is it's been really overcast. So it feels really dark and dismal and I love the sunshine. I need the sun to come out and it just to be cooler, but not with all the humidity.

utterance: Right.

utterance: Is that too much to ask? Maybe. I don't know.

utterance: No. No. I don't think that's too much to ask at all.

utterance: Well.

utterance: well Rose I need some help today please with a transaction. I just opened up my my statement that I got in the mail and there was a charge on there I didn't recognize. So I was wondering if you could help me out with that.

utterance: Sure. I can take a look at that. I just have to ask you a few questions so that I can get into the account you're speaking about. And which is that by the way? What type of account is it?

utterance: it's my checking account.

utterance: OK. I just have to ask you a few questions, like I said, and then I can get in there and look at that. Sounds like you may need to dispute a transaction. Excuse me. OK I know you said your first name is Kim. What did you say your last name was?

utterance: Oh, sure.

utterance: It's Johns. That's J O H N S.

utterance: OK thank you so much Ms. Johns and what is your date of birth?

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

utterance: OK thank you and I have to ask you your security question. What is you mother's last, I mean excuse me, her maiden name?

utterance: It's Murphy.

utterance: Thank you. And I need the account number for your checking account.

utterance: Sure. Hold on one second here.

utterance: Sure. Take your time.

utterance: Here we go. OK my checking account number is one one two one zero zero zero five nine five.

utterance: OK thank you so much and the reason for your dispute is you just you don't recognize the charge right?

utterance: Right. Exactly. I don't recognize the charge. the the charge was on September tenth. and it's for a hundred and eleven dollars and twenty-two cents.

utterance: and I don't recognize the company. It's T E C H Y. I I don't recognize that company and I haven't had any service via anybody with that that company name or for anything for that amount actually.

utterance: OK.

utterance: OK. Well I have to ask you a couple of questions. They might sound a a bit redundant, but I have to ask them anyway. OK?

utterance: Sure.

utterance: All right. is anyone else have access to your account that could have possibly made this transaction?

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

utterance: OK and also I know you said you you did you say that you've reached out to the business already or no?

utterance: No I I did dial the number that I found online for that business but it never got to a live person it always had had me leave a message. And no one ever got back to me. So that's when I just decided to dispute it with you guys. Cuz I thought you know maybe there's something that I'm not thinking of. but I can't I've racked my brain. I can't think of what it what it would be from, so like I said, I just wanted to call you guys to dispute.

utterance: Of course and I completely understand that. I would do the same thing.

utterance: Yeah.

utterance: I did have to ask you one more thing. could it possibly be a regular membership fee or subscription fee that you might have forgotten about?

utterance: no I only have one regular fee that comes out and that's for a service through Apple and it's only nine dollars and ninety-nine cents every month, so no other regular subscriptions or or monthly withdrawals or anything like that.

utterance: OK. All right. So what is the dollar amount of the transaction that we're talking about?

utterance: OK. What I'm gonna do Ms. Johns is go ahead and submit this to the dispute department and they may need to speak to you. I have to put you on just a a brief hold. OK? while I give them all of this information and I'm pretty positive I have everything that I need to get this investigation started for you.

utterance: Sure.

utterance: bear with me just a few moments and I'll be right back.

utterance: OK sure.

utterance: OK Ms. Johns I apologize for that hold. So what's gonna happen now is we're going to have to close. I mean I'm sorry, not close, but just put a hold on your account until the investigation is over. that investigation is taking place now. It has been started and we're going to contact you by the email and the phone number that we have on file. I just wanted to make sure that we have the correct one.

utterance: Sure the my phone number is seven one seven nine nine three zero seven eight five. And my email address is K Johns seven seven seven at Gmail dot com.

utterance: OK. Thank you so much for providing that. it takes about two to three, I mean excuse me, three to five business days with these investigations, sometimes a little bit shorter and sometimes longer. However, the department will contact you first through phone and then through email. I have sent you a confirmation that this investigation has been initiated, so you should be getting that within the next thirty seconds. do mind checking to make sure that you have it?

utterance: yes I did get it. I saw the confirmation come across my phone.

utterance: Awesome. OK Ms. Johns. Well we've got you all set up here. And was there anything else that I could help you with today?

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

utterance: You are very welcome and as a part of the Intelli family we would love Intellibank family we would love to express that we really value your loyalty. And your business and I hope you have a wonderful rest of your day.

utterance: Thank you too.

utterance: Thank you bye bye.


utterance: Good afternoon. This is Anna Anderson from Intellibank. How may I help you, please?

utterance: Anna, how are you?

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

utterance: I'm good, but I'm not so good because you you you have not kept to your promise. You promised me I was gonna get a card in seventy-two hours after I complained the last time that my card was actually stolen, but right now I've not had anything. I've not seen the card. I've not. There's nothing. So what's going on.

utterance: I'm sorry for the inconvenience. I think the whole issuing of a new card and canceling the old one was unsuccessful that day. And I didn't reprocess it. So do you mind me having your details again?

utterance: Oh, here we go again. You want my date of birth and my name, right?

utterance: Yes, your first name and last name please.

utterance: OK, David. David Antony.

utterance: OK, Mr. Antony. Your date of birth.

utterance: Yeah. Twenty-seven six six seven, right? September, nineteen eighty-one.

utterance: OK.

utterance: My social security number, I can give that to you too, right?

utterance: All right, go on.

utterance: I knew you're gonna say that. I've done all this before though. Four three two, six seven eight.

utterance: OK.

utterance: Four one one.

utterance: OK, thank you. I would like to ask you some security questions.

utterance: OK.

utterance: where did you grow up, please?

utterance: I grew up in California. Los Angeles actually. West Hollywood.

utterance: OK. Sorry I think that's supposed to be the street of where you grew up.

utterance: Yes, West Hollywood. West Hollywood is the street I grew up. West Yeah.

utterance: OK.

utterance: What is the name of your first pet, please?

utterance: OK, I had a cat. We call her Mary. Took after my sister's name. Yeah. So funny.

utterance: OK. can you confirm the date of which your card was stolen or lost?

utterance: I can't oh, that. Well, you know I told you guys the last time it was, it was in a club though. I went to the club and I wanted to buy drinks, but I I I think the date was the fourth the fourth of September. Yeah, I think it was that day. The fourth of September, yeah. Yeah. Yes.

utterance: OK. can you please confirm by calling the numbers on your card? The sixteen digit numbers on your card.

utterance: Oh boy. Oh boy. Oh boy. OK. Lemme try and get the numbers from my phone.

utterance: Just hold on a bit.

utterance: OK. OK. put on speaker and I'll get the card number. OK. Seven five two one two.

utterance: OK.

utterance: Eight zero one two one.

utterance: OK.

utterance: Three four five one zero.

utterance: OK.

utterance: Yeah.

utterance: all right. I just confirmed that your card has been canceled. And I'm issuing you a new one right away.

utterance: Wow. That's what you said last time.

utterance: Please make it work this time around.

utterance: please, can you confirm the address of the in your card too?

utterance: Yeah, one one five three Avenue.

utterance: OK.

utterance: In California.

utterance: All right, you will receive your card in the next seven to twelve hours.

utterance: Please let it be so cuz I don't wanna come here again and start looking for how to get the card and we are back to square one with you talking about the whole thing the whole circle again. I don't really want that, OK, please.

utterance: All when your card gets to you, you can activate your card by checking it out on our website. They have a step by step procedure on how to activate your card, or you can visit any of our banks that are close to you. Any of our branches that are close to you.

utterance: OK.

utterance: OK.

utterance: OK.

utterance: OK. Yes, but I also noticed something. I have a some charges here on my phone. from from my accounts. You know, I just found out that you guys have been charging me. I don't know what's this charge is all about you know, so can you explain that to me, please?

utterance: Are you reporting a dispute transaction?

utterance: Yes. Not really like a transaction but I'm seeing charges going out of my phone. so so I don't know cuz I've not done any transaction yet. But . I don't know, this charge is going out of my phone. I really don't know what the charges are for because you have not given me my my. I've not got my card yet, so what are these charges for?

utterance: OK, can you hold on? Lemme confirm the transaction you're talking about. Or charge. OK. It's a charge for issuing the new card.

utterance: OK.

utterance: OK.

utterance: Hmm.

utterance: So you don't have to pay because you've already reapplied for a new card previously.

utterance: OK.

utterance: And I think that'll be it. Is there anything else you want me to do for you?

utterance: OK.

utterance: Yes. I wanted to know about this online online banking transactions and what's what I need to do online, you know, with my card and all those things. You know, so it makes it easier for me to like get my thing done when I'm like online and so can you just tell me what to do?

utterance: OK. An online transaction basically will help you assess your account because of trying making a physical payment. Or whatsoever. you wouldn't even necessarily need to come to the bank.

utterance: Kay.

utterance: OK.

utterance: You can go to our website or download our bank app or mobile app from the Play Store and have it activated.

utterance: Oh, wow. I think that's even better than this. You know OK. That's that's that's good. But if I if I if if I have a problem right, I can always come to the bank, right?

utterance: Yeah, you can.

utterance: Cuz.

utterance: OK. OK. Please make sure that the the card comes up, please. seven to hours, please cuz I need to do a little work with my credit card. OK?

utterance: All right.

utterance: Thank you. Thank you very

utterance: Much.

utterance: OK. Is there anything else, please?

utterance: No, I'm I'm very good. Thank you. It's all explanatory now.

utterance: All right, do have a wonderful day. Thank you. Thank you for banking with us.

utterance: Thank you, madam. You, too.

utterance: OK. Thank you.


utterance: Good afternoon. Thank you for reaching out to us at Intellibank. this is Sherri speaking. How can I help you?

utterance: Hey Sherri.

utterance: I need you to do me a really big favor, please.

utterance: Mhm of course. How may I assist?

utterance: Well, my wife got a flat tire and her car got towed to the shop and now I need to move money into her account so she can get it fixed.

utterance: Oh sir, I am so sorry to hear that. I hope she is OK?

utterance: Well physically she's OK. But mentally might not be. She's got all the kids with her. She's probably going nuts.

utterance: Oh no. Well as a mother I know how that can feel for sure. let's go ahead and get this done as fast as we can for her.

utterance: Thank you. We'll really appreciate that.

utterance: OK sir. I need your first and last name, your date of birth, to pull up your account.

utterance: It's gonna be Jacob Lamp. Three thirteen two thousand and one.

utterance: OK, Mr. Lamp. Thank you. And for security reasons, may I have your social security number?

utterance: Yeah. It is going to be two nine six four two eight eight two zero.

utterance: Great. Thank you .

utterance: I have your account pulled up. now I'm going to need the account info that you would like to move the money into for your wife.

utterance: My wife's name is Christie Lamp.

utterance: Her address is going to be the same as mine. The account ends in eight five two nine.

utterance: But I am not sure of the whole number.

utterance: That's OK, sir. let me go ahead and pull that up for you. Give me just one moment.

utterance: And her name was, Christie Lamp?

utterance: Yes ma'am.

utterance: OK. Great. I got it right here. how much would you like to move over into her account?

utterance: How much does she have? Can you tell?

utterance: I'm sorry, sir. I can't actually tell you what her balance is. but I can give you yours?

utterance: Guess you're right.

utterance: We'll put two hundred dollars in her account. Maybe she can take the kids for some ice cream after she's done.

utterance: I'm sure the kids would love that. Especially on a summer day like this.

utterance: Yeah, it's a hot one out today.

utterance: Hey by the way, what's my balance after that?

utterance: hold on. Let me switch back and check your account.

utterance: OK. I have your account pulled up. your account balance after moving the two hundred dollars into your wife's account is five hundred and twenty dollars and seventy six cents.

utterance: Perfect.

utterance: I'm gonna be going out golfing later while the wife's with the kids.

utterance: I guess it's a perfect summer day for that too, Mr. Lamp. Well I hope you enjoy yourself.

utterance: is there anything else I can do for you while we're on the phone?

utterance: Nope. That's gonna be it I think for today.

utterance: My wife will be happy now.

utterance: I'm off to go hit tea time. Thank you again.

utterance: You're so welcome.

utterance: Have a great day. And thanks for banking with Intellibank. And I hope your wife gets back out on the road. Have a great day.

utterance: We really appreciate it. Thank you. Have a great day.

utterance: Mhm.

utterance: You're welcome. Bye.


utterance: OK.

utterance: Good morning. Thank your calling Intellibank this is Mike. My operator two three four, how can I help you?

utterance: Hi I got a mail this today and It say something about you guys raising the fees, my monthly fee.

utterance: On my my savings account, actually.

utterance: No problem, ma'am. Just let me get some small information so I can get access to your account. Then I'll be able to help you out there. could you give me your first and last name?

utterance: Yes. Latoya Johnson.

utterance: No problem. And the date of birth.

utterance: It is May fifth nineteen eighty-nine.

utterance: No problem. and the last four of the social?

utterance: Seventy-four oh five.

utterance: Thank you and the last question you have a double clearance security question on your account. what is the name of the block that you grew up on?

utterance: Nelson.

utterance: OK that is correct. Give me a few seconds ma'am while I access the account.

utterance: OK.

utterance: OK ma'am I have your account information with me. and you were calling again in regards to what ma'am?

utterance: The savings account, it the fees. It look like you guys are raising the fee next month I don't know what is going on. why are you guys raising the fee? And how did this happen? Nobody notify me about this.

utterance: Other than lately?

utterance: Well ma'am we've sent out brochures stating that the maintenance fee for the saving will increase by one point two five percent. the reason why we're doing that because the interest compound on your savings is also gonna increase. So if you have a nice amount in your account the compound interest that you receive each month will be higher so therefore the maintenance fee on the account is going from thirty dollars to forty-nine ninety-nine. But you can avoid that fee if you keep a minimum of a thousand dollars in your checking account.

utterance: No, I don't think I want to do this anymore. I don't think I want it anymore.

utterance: OK ma'am. So are would you like to close out the account?

utterance: Yes. At this point yes. I cannot do the fee.

utterance: No problem ma'am. you also have total free checking would you like to transfer that into a interest free savings or checking account ma'am?

utterance: The checking account.

utterance: No problem ma'am. if I can just ask you if you have the checking account number so I can access the account ma'am. And also I'll need the account number that you are closing out.

utterance: All right. Let me hold on for a minute. Let me look for this before.

utterance: No problem, take your time ma'am. I'm here to assist.

utterance: OK. Which number should I start with first again?

utterance: Well I would need the savings account number so I can close it out.

utterance: All right. The savings account number is, let's see hold on. Three four one twenty-nine oh two. seventy-four three.

utterance: No problem ma'am. Give me a second.

utterance: OK ma'am. I have access to your savings account. And you say you want to close out your account today. and and may I ask the reason why you want to close out the account ma'am?

utterance: Yeah, I do not want to be acquiring fees and don't know where you guys changing the fee every time you can.

utterance: Please close it out for me.

utterance: No problem ma'am. And at which point I will be transferring all funds from your savings to your checking and closing out your savings account.

utterance: May I please have the account number that you would like to transfer the funds from the savings into?

utterance: Yes. That one it is three two one forty-five three seven four eighty-nine.

utterance: OK thank you ma'am. Give me one second while I complete this transaction. then I have a little information for you. and that'll be it.

utterance: OK.

utterance: Well, thank you Intellibank, this is crazy.

utterance: No no problem ma'am. Always nice to be of service. It's Intellibank. And we are always here for you.

utterance: Oh. Oh. I always get the name mixed up, sorry.

utterance: No problem ma'am. That transaction is complete. Your savings account is closed out. And the amount of eight seventy-four thirty-two has been transferred to your checkings account. you will receive a confirmation number in a e-statement in your email and they will mail you out a paper statement stating the transaction that happened here today, within the next seven to ten business days.

utterance: Mhm.

utterance: And I thank you for calling Intellibank. This is Mike Mike. operator two three four. Is there anything else I can do for you today ma'am?

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

utterance: No problem ma'am. Thank you for your service. if you could just hold the line once the call end, there is a thirty second opinion survey on my customer service. If you could just answer the prompts it'll take thirty seconds. And I thank you for calling Intellibank. You have a blessed day.

utterance: You too. Bye.


utterance: Hi. Thank you so much for calling Intellibank. How can I help you today?

utterance: Hello. My name is Charlene.

utterance: Hi Charlene. How can I help you?

utterance: How is your day fairing on so far?

utterance: Oh, my day's going well. Thank you. How's your day going?

utterance: Mine mine is not so good. I was calling in to ask for my branch. I need. I need to make a deposit.

utterance: All right, sure, no problem. first, can I get your name and date of birth?

utterance: OK. My name is Charlene Peterson. And my date of birth is on the twenty-ninth of December, nineteen ninety.

utterance: All right, thank you for that. And can I also get your address, city, and state?

utterance: OK. My address is ninety three three Street, Galen City in Texas. And my code is seven five zero four one.

utterance: All right, thank you for that.

utterance: All right. So I do see there is a branch in your city. It's about one mile from where you are. Would you like the address of that branch?

utterance: Mhm.

utterance: That

utterance: Yes. Yes. Give me a minute. I search for a pen and a paper.

utterance: Sure.

utterance: OK, go ahead.

utterance: It is two six four Highwater.

utterance: OK, two six four Highwater.

utterance: Street.

utterance: Street.

utterance: In Galen City, Texas.

utterance: OK.

utterance: And I'm sorry. I forgot to ask you earlier. Can I get your account number?

utterance: Oh, let me get the card .

utterance: Sure.

utterance: OK.

utterance: OK.

utterance: My card account number is three five four six six eight seven nine two four.

utterance: All right, thank you so much for confirming your account number with me.

utterance: You're welcome.

utterance: All right, so, yes, I do see that branch in your city. is it because you couldn't find a branch that was close to you?

utterance: No. Actually, I'm used to doing online banking. But for the last couple of days, I've had problem with my Wi-Fi at home. It seems they. During the construction of a nearby road they had being cut out. So I'm going. And I'm heading to the company to help. To talk to them for them to come quickly. And they solve the issue.

utterance: Oh, I see. I'm sorry to hear that. Well, going to a branch could definitely help you out with that.

utterance: OK.

utterance: See. Would you like to hear about the opening hours of the bank?

utterance: Yes. I would like to hear about the hours. And also if there's a drive-by ATM nearby too.

utterance: Sure. So the hours are eight to five p.m. on weekdays. And on Saturdays, it is nine to four p.m..

utterance: Oh, OK. And do you guys have return cards? Is it return cards or reward cards? them to confirm these both.

utterance: Oh.

utterance: Yeah, so we have rewards cards. And what it is is you can get rewards anytime you use it to spend.

utterance: Oh.

utterance: Oh, that's nice to hear. So how do I get it? What's the process?

utterance: Yeah, so you can online, and you could read the information for the rewards cards. There's an application that you can apply to. And it'll have all the information, and then you'll get an email to see if you've been accepted for the card.

utterance: OK, I'll see. I'll try that once my Wi-Fi is back on.

utterance: All right, of course. No problem. And I also wanted to mention that for the branch that there is a drive-by ATM.

utterance: OK.

utterance: Oh, thank you. That's really nice.

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

utterance: No. That's all for today.

utterance: All right, thank you so much for calling Intellibank. Have a great day.

utterance: You too.


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

utterance: I just got to the bank and it's closed and I need to make a deposit. I need to deposit a check so, I need to know if there's another one open somewhere.

utterance: OK, whom I speaking with today?

utterance: It's Jill Baker.

utterance: OK Jill can you tell me the branch location that your at your currently at that's closed?

utterance: yeah it's a Kansas City one.

utterance: yeah OK do you happen to have a address a specific address maybe for the location your at?

utterance: I really don't know. Hold on, I'll I'll drop a pin from my phone. To myself to see if I can find it. Give me just a second. it looks like it's eight seven six nine One Pot Road in Kansas City.

utterance: OK look here.

utterance: So yes it looks like that location closes at five p.m. but, we do have a couple of locations with lobby hours until six p.m. and then we also have some with virtual teller seven p.m.. So would you like me to see what I can find that's close to you?

utterance: what's a visionary teller?

utterance: it's it's actually a virtual teller not a visionary teller but, it's our drive thru units they have employees working virtually and they can process most things through that ATM option at the drive thru and you you basically just talk with them on a little screen and and tell them what you want and then they process it through the ATM for you.

utterance: Oh OK, that's that's neat. It's crazy how far technology has come the last few decades.

utterance: that is true there there are a lot of things I didn't think I'd ever I'd ever see happen in my life time.

utterance: Yeah I remember dial up internet taking years to get online and now now everyone's just walking around with their little internet in their pocket.

utterance: Yeah my parents used to have the old bag phones. Like the old bag cell phones from the early nineties that they they would charge in their cigarette lighters. and it's just amazing to me how cool I thought those were back then .

utterance: Oh my parents did too. You could actually you actually couldn't hear anyone talking on them but they just felt really cool just having them. I remember that.

utterance: I know it and me too. I I used to love it. I used to call all my friends from it whenever I'd ride in my parents car. so Jill I do have a location and it looks like it's about a mile from where you're at right now and it says that it's open till six p.m.. did you want me to give you that address?

utterance: Yes please.

utterance: OK, so that one looks like it's located in the Center View shopping district. And that address is one zero seven eight and it's Lasto L A S T O Avenue in Gladstone.

utterance: OK wait you said that one's open till six or seven.

utterance: So that one only has lobby hours until six p.m. today and it does not have a virtual teller option at the branch.

utterance: well it's five forty-nine right now and I don't think I'm gonna make it with all this traffic there by six. I really hate to be a pain. But, can you see if there's a location that has one of those those virtual people there. I really need to get this deposit made tonight.

utterance: Yeah just sure just give me one moment Jill, OK. Let me see what else is available, OK?

utterance: Yes I and also you said I can make deposits through that visionary teller too correct?

utterance: Yes you you.

utterance: Can it give me a change?

utterance: Yeah OK Jill so yeah for first the drive thru option is a virtual teller that's that's what those are called and yes they they can take deposits from you and you were asking if they could also give you change and yes they should be able to provide you change through that as well. it just goes through the ATM they basically process it through that that virtual conversation they have with you and then they process it through the ATM.

utterance: OK that OK I'm sorry. I don't know why I keep calling it that visionary thing.

utterance: That's not a problem I I just wanted to make sure that you knew. I did find a location with that option for you. Are you ready for that address?

utterance: Yeah I'm ready.

utterance: OK Jill so the next one that I found It's a little bit further it's three miles from you. And it looks like it's outside of the Bonteir Football Stadium. so it's not actually on the stadium premises but it's just on the outside skirts of where their building is on the outside side of their gate. That address is four zero two nine Stadium Drive that's four zero two nine Stadium Drive in Kansas City. And I just wanna confirm real quick the virtual teller for you. And yes it looks like this one does have a virtual teller option and they are open until seven p.m. tonight.

utterance: OK can you confirm that their still open for me though? So that I know that nothings changed though. I just don't want to drive all the way over there and then find out there not open either.

utterance: Yeah so our system still shows the location has a green light which in our system when we have those green lights that let's us know that their still open.

utterance: OK well then I'm gonna head that way if their open right now cuz it's I've got an hour to get there should be plenty of time. so I'm gonna head that way now, OK?

utterance: OK Jill. Was there anything else that I could do for you today to help you out?

utterance: No I I don't think really think so. I'm really appreciate it. I'm sorry I was such a nag.

utterance: Not at all you you weren't any trouble at all I'm I'm glad that we could help you. Jill thank you for choosing Intellibank and you have a great day, OK?


utterance: Good morning, thank you for calling Intellibank. My name is Michael, how can I help you today?

utterance: Hi Michael, I was calling to check the balance of my account.

utterance: I'll be happy to help you with that. First I would need some information to verify your account.

utterance: OK. That's fine Michael. How are you today? You have a very nice voice. Where are you from?

utterance: Thank you. I was actually born in Tampa. But let's get this information to see what's going on with your account balance.

utterance: OK, that's fine.

utterance: May I have your first and last name?

utterance: My first name is Amy the Last name is Morales.

utterance: OK, Miss Morales your date of birth, please.

utterance: Date of birth is July ninth nineteen eighty-five.

utterance: Your account number, please.

utterance: the account number, give me one moment, please. OK, it's three four six seven four nine eight seven.

utterance: Thank you. I would also need your mother's maiden name.

utterance: My mother's maiden name is Gonzalez.

utterance: OK, Miss Moralez. Will this be checking or savings that we're checking on?

utterance: It's actually going to be my savings account.

utterance: Miss Morales, thank you for the information. Are we going to be withdrawing any money today?

utterance: No, I'm just checking the balance of my savings account, thank you.

utterance: OK, Ms. Morales, I'm going to double check the information to make sure I have everything correct.

utterance: Yeah, that's fine go ahead.

utterance: OK. Your name is Amy Morales. Date of birth is July ninth, nineteen eighty-five. Your account number three four six seven four nine eight seven. Mother's maiden name is Gonzalez. And we're calling to check the balance on your savings account, is this correct Miss Morales?

utterance: Yes, everything is correct thank you, Michael.

utterance: Great. OK, one moment please Miss Morales while I pull up your account balance.

utterance: That's fine take your time, please.

utterance: OK, Miss Morales. Thank you for holding. So, checking on your account balance, you have an amount of five thousand dollars. Is that the correct amount Miss Morales?

utterance: Yes, that's the correct amount thank you for the information.

utterance: Great, Miss Morales. Is there any other accounts you would like me to check on?

utterance: No, thank you Michael. I was just checking the balance of my savings account.

utterance: Miss Morales, would you like some information about our online banking? This will actually help you to check your account balance at any time.

utterance: No, thank you. Maybe next time I'll get that information.

utterance: OK, Miss Morales no problem. Is there anything else I can assist you with?

utterance: No. I think I got all the information I needed. Thank you for your help.

utterance: OK, Ms. Morales. It was a pleasure talking to you. I hope you have a wonderful day and thank you for calling Intellibank.

utterance: Thank you, Michael. Have a great day too, goodbye.

utterance: Goodbye.


utterance: Hello. This is Roger from Intellibank. How may I help you today?

utterance: Yes. I'm calling. Is your website down? Because I'm trying to log in, and all I'm seeing is this website not available error.

utterance: OK. I want to just check to see. Make sure our website is up currently. Let's see. Yes mam. Our website is up. What's going on on your end?

utterance: Its just saying that the website is currently not available. Every time I try to log in. And. Yeah.

utterance: OK. OK. It could, it could be dealing with just some multiple issues. on your end can you tell me how you, what what is in your address bar? You don't have to read me the numbers. But what is the basic like, WWW dot? Intellibank dot, whatever. What you, what have you typed so that I can help you out?

utterance: yes sir. I typed WWW dot I N T E L I bank dot org.

utterance: OK. I can see what's the problem. So Intellibank is spelled dot, spelled wrong and its not dot org its dot com. So what I want you to do is I want you to go to your address. Or first, first and foremost let me ask you are you by a computer, mam?

utterance: Yes sir.

utterance: OK. So what I want you to do is I want you to click onto your address bar and delete everything. And just type in the letters that I give you. And that way we can load up the site on your end.

utterance: Alright.

utterance: OK. Just let me know when you're ready mam.

utterance: Alright. I'm ready.

utterance: OK. So, I want you to type in WWW dot.

utterance: OK.

utterance: I N T E L L I B A N K dot com.

utterance: Alright. I have it in. I see its loading up now for me. Thank you.

utterance: Oh you're absolutely welcome mam. Is there anything else I can help you with today?

utterance: Oh yeah I habye bye, I have one more I need help finding the nearest ATM near me. And I also need help finding something that's kind of farther away. If that's possible?

utterance: Absolutely. Yes ma'am that is very possible. So you're looking to find a ATM that closest to you, closest to you. And one thbye bye, one that is a little bit farther away?

utterance: Yes sir.

utterance: OK. So can I get the address where you're living at ma'am?

utterance: Yes. Three eight six. Taylor street.

utterance: OK. And Taylor. Would it be spelled T A Y L O R?

utterance: Yes sir.

utterance: OK. Can I get the city ma'am?

utterance: Columbia.

utterance: OK. And can I get the state mam?

utterance: South Carolina.

utterance: Thank you so much mam. Everything's uploaded on my end. I want to get you the bank that is closest to you. And then I'm going to just get a bit little more information on what you're looking for. in the bank that is further, farthest away from you.

utterance: Yes.

utterance: Well, not the farthest. But that's a little bit farther, farther than the closest one.

utterance: Good. How's your day going?

utterance: My day is going good. How's your day ma'am?

utterance: Pretty OK.

utterance: OK. That's always good to hear. OK so. From where. OK so on my end. I mean I'm pretty sure it should be on your end as well. The closest bank that is near you would be the one on Marksfield Road. And that would be seven three nine six Marksfield Road. That would be the closest one to you. It is said to be about eight minutes away from where you're living at. Now for the bank that your, not the bank excuse me. For the ATM that you said that you're looking for, looking to be a bit little farther than where you're at. about how much minutes do you, would you want it away? How long would you want it to be away from your current, current location?

utterance: I'm not sure. Maybe ten or maybe thirty. I'm not sure.

utterance: OK. So since we're thinking of it being a bit little farther. Do you want it to be like twenty five minutes, twenty twenty five minutes away from where you're at? That would be around a good part?

utterance: yes. That'll be good.

utterance: OK. K. I want to go with just the first one I see. There are multiple in your area. OK. Mam, I have a bank that is nineteen minutes away from where you're living at. And this one would be, in Leesville Road Seven three forty five Leavesville road. That'll be nineteen minutes away. So, the one that is eight minutes away from you would be on Marksfield Road and the one that is nineteen minutes away from you would be in Leavesfield road.

utterance: OK. Thank you sir.

utterance: OK. Is there anything else I can help you with today, mam?

utterance: No sir. That'll be all.

utterance: That'll be all for today?

utterance: Yes.

utterance: OK. Thank you as always for calling Intellibank. And if you have any more questions don't hesitate to call. There will be a survey at the end asking you about your experience. Please let us know how, how I did today. And if I can do anything to improve your experience in the future. Thank you.

utterance: Thank you.


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'm yes. I'm hoping you can help me today. I am I am having some financial troubles and I don't think I'm gonna be able to keep my savings account.

utterance: I'm sorry to hear that Miss Kim. so you you think you might want to close that account if you can't afford it?

utterance: Yes. I'm gonna need to close my savings account. I do wanna keep my checking account but I I need to close the savings account.

utterance: I understand. It's it's been tough. It's been a tough couple of years for everyone and and I run into this a lot and I'll do everything that I can to help you today. OK?

utterance: OK. Thank you so much.

utterance: No worries. I just have to get some information from you OK? I know you said your first name is Kim. Can you please give me your last name?

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

utterance: Thank you so much Miss Johns and what about your date of birth?

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

utterance: OK. Thank you so much. And let's see here. Can I have your social please? Just the last four.

utterance: Sure. It's nine five zero three.

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

utterance: That's Murphy.

utterance: Murphy? Thank you so much. And Miss Johns I'll need the account number that you want me to close.

utterance: OK, my savings account number is. Here we go. It's one one two one zero zero zero five nine four.

utterance: Thank you so much. And I know this is personal, but I I do have to ask your reason for closure?

utterance: you know, the reason is I I just I'm having a lot of problems financially. I'm you know. unfortunately the you know primary kinda bread winner at home, my husband is out of work right now and it's frustrating because I I just I can't afford the savings account. you know you get charged every month and you want to save but you can't save because you're getting charged and also having to cover all the bills. So, unfortunately I just I'm not gonna be able to save right now with the situation that I'm in but and and I do apologize. I know this none of this is your fault. You know, you're just trying to help and I really do appreciate your help. I just need to close the savings, transfer what I have in savings, that little bit of money over to checking you know unfortunately to be able to pay some bills.

utterance: I understand completely Miss Johns and listen, don't don't feel bag about any of this. I know that it's a hard situation for you to be in and I hope that by closing this account for right now that will free up some money you know give you a little bit of breathing room. I understand what it's like being the full bread winner and having to juggle things around and robbing Peter to pay Paul sometimes. It's it's tough. So, thank you for letting me know why and I'll go ahead and document that in on your account. So, you know, if anybody sees that, you know, call in again they'll know what happened. So all right. So what I need from you now. of course, you did say that you wanted to deposit the money that you have from your savings into your checking. Correct?

utterance: Yes and I'd also like to know what that what that balance was.

utterance: OK. The the total balance after I put it in there or you want to know the balance of the checking or the savings or after I've already done the the closure?

utterance: the that's fine. The balance once you transfer it to checking what the balance is there after.

utterance: OK. well you do have five hundred dollars in your savings. five hundred dollars and ten cents.

utterance: OK.

utterance: Just wanted to let you know that. OK. And can you please give me the the checking the routing number. The routing number for your checking account.

utterance: I don't have the routing number. I do have the checking account number.

utterance: That's fine. the account number will be fine. I I I have the routing number here. We just we're we have to ask that so.

utterance: OK. OK. The the checking account number is one one two one zero zero zero five nine five.

utterance: Yeah.

utterance: OK, thank you so much. I appreciate that. OK. So, I have I've closed the savings account. I'm sending a confirmation to your email. In thirty seconds, could you please check that to make sure that you received it?

utterance: Sure.

utterance: OK. yes, I do have the email from you.

utterance: All right, thank you so much. And you wanted to know the total in your account in your checking account now. That is fifteen hundred dollars and ten cents even.

utterance: OK. Thank you so much. I really appreciate your help today.

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

utterance: Nope, that's everything. Thank you so much again.

utterance: You are very welcome. We value your loyalty here at Intellibank and thank you so much for calling. If you should have any further issues please don't hesitate to give us a call. Also, I did wanna tell you that we do have other accounts. maybe you can come into our branch sometime and sit down and talk to one of our account managers. Maybe we can find a different saving option for you that will be a lot less costly.

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

utterance: You are very welcome. You have a wonderful day Miss Johns.

utterance: You too, hon.

utterance: OK, thanks. Bye.


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

utterance: hi, I called earlier about my checking account count balance but I forgot to write it down so I'm calling to see about my checking account.

utterance: OK great I'd be happy to help you with that. If I could get your first and last name please?

utterance: My name is Julie Williams.

utterance: OK thank you Julie. If I could get your date of birth?

utterance: It's seven twenty-five nineteen fifty-seven.

utterance: OK and one more question for you if I could get an account number, credit card number, just something to verify your information?

utterance: OK my account number is one five zero one oh six eight five.

utterance: Thank you so much for that. I do have a security question I do need to ask you. If you could tell me the street that you grew up on.

utterance: Buckingham.

utterance: Thank you so much for that. You asked me for your balance today?

utterance: Yeah my checking account.

utterance: OK I'm showing at this time you have five hundred forty-five dollars and seventy-five cents in your account.

utterance: OK let me write that down. Let's see it was five hundred and.

utterance: Forty-seven dollars and seventy-five cents.

utterance: OK I got that down. Yeah I was I I was going to the grocery store and I totally forgot to write down the number and I got to the grocery store and wasn't sure if I had enough money so, yes thank you for for helping me out with this problem.

utterance: Oh that's OK not a problem. I hope you found everything you needed at the grocery store today. is there anything else I can help you with today?

utterance: Let's see. I'm not sure. I think I'm I think good?

utterance: OK before I let you go, did you know that we do offer online banking services here? You could look up your balance at anytime on your phone or your home computer?

utterance: No I didn't know about that. Could you tell me about it?

utterance: Oh absolutely! You can check your balance online, we offer bill pay, you could pay your bills online if you'd like to. To get started you just go to our website and you click on sign up here for bill pay.

utterance: And that will check my balance? For bill pay?

utterance: That will.

utterance: That will well that. The bill pay and the online banking. You get on to the online banking and you can check your balance. You can make transfers between your accounts and then you, from there you can sign up for bill pay and you can pay pretty much any one you want.

utterance: Wow. I never heard of anything like that before. well it's a great service, and it's free?

utterance: So instead of writing checks you can do it through the bill pay and no more writing checks or buying stamps .

utterance: Oh wow that does sound convenient.

utterance: Absolutely.

utterance: Yeah I'm, I'm pretty busy a lot of the time and I just you know would like to do something. But I'm not that good with technology like is there somebody that could help me if I'm get messed up?

utterance: Absolutely. If you start the process and get stuck at any point or you just want us to walk you through the process from start to finish then feel free to call us anytime you're ready.

utterance: mm OK.

utterance: Are there any other accounts you want to check today?

utterance: while we're at it let's check the savings account.

utterance: OK great. Let's see I'm showing you have one thousand five hundred forty-three dollars in your savings account.

utterance: Oh! OK that's good. That's more than I thought I had.

utterance: Well bonus for you today then huh?

utterance: Yeah. All right well I think that's everything I called for.

utterance: OK great well thank you so much for calling Intellibank and give us a call anytime you need our help.

utterance: OK, that's wonderful. Thank you so much.

utterance: All right, have a

utterance: Great day Julie.

utterance: OK, bye bye.


utterance: Thank you for calling us today at Intellibank. This is Linda. How can I be of assistance?

utterance: Oh, I was calling for some help on doing things account wise. I'm not sure what to do. I asked my wife and she said maybe call you and get a good idea on how to do it. So I'm calling you. Here I am.

utterance: Well, I'll do my best to help you get some clarification on what you need to know. So, who am I speaking with please?

utterance: You're speaking with Byron Goodfellow.

utterance: So Mr. Goodfellow, give me an idea of what you were thinking of trying to do today.

utterance: Well, I want to close out my savings account, and move that money to a money market account. Can you do that for me?

utterance: Yes, I can. I'll need to verify a few things. Can you give me your address, phone number, and your social security number please?

utterance: Well my address is twelve Long Boat place, Ashley, Ohio, four three zero zero three. And my phone number is six two six, four one zero, zero one seven zero. I think that's the number you have. That's my cell number. My My social my social security number which I don't like to give my whole social security number but, well, since it's a bank I I guess it's OK. it's two seven eight, three four, five five one six.

utterance: OK, that's what we have. looks good. we'll also need the answer to this security question which is what is your favorite vacation spot?

utterance: Burlington, Vermont. Nowhere better for and taking and looking at leaves in the fall. I plan on going up there this year. My wife and I can't wait. I might even do a little fly fishing.

utterance: I've never been there, but I'll keep that in mind in case I ever want to go somewhere fun and interesting. do you go there every fall for a visit?

utterance: I try to. Well, I I get up there at least every other year. so I'm if I'm lucky.

utterance: That's great. Can you please give me your date of birth too?

utterance: May fifteenth nineteen forty.

utterance: OK. I will need to know which current account you wish to close as well as the account that you wish to transfer into. Let's start with the account you wish to terminate. Can I have that account number?

utterance: I've got it right here. I wanna close the my savings account, and that account number is five five nine three dash seven seven eight five, dash one one zero five. I wanna leave the checking account in tact though. I mean not closed.

utterance: OK. Let me double check the account number you want to close. Savings account, correct? And that number is five five, nine three, seven seven eight five, one one oh five. Correct?

utterance: Correct. That's it.

utterance: OK, what account do you want to transfer to, Mr. Goodfellow?

utterance: I wanna put it in my money market account. I I have the numbers for it here.

utterance: OK. That's just what I was gonna ask you for next. Do you wanna transfer the total into the money market account or do you just want to split it with another account such as your checking account?

utterance: Just go ahead and put it all in the money market account. And can you confirm the current total balance on the savings account I'm closing?

utterance: OK. Certainly. It's nine thousand and forty seven dollars as of today. Can I get your routing number for the money market account and the account number please?

utterance: I see that's three two five, zero eight, one four zero two. That's the routing number. And the account number is six five one, eight three one one five eight seven.

utterance: To confirm, I will be closing your savings account and transferring the money to a money market account. With a routing number of three two, five zero, eight one four oh two. And the account number is six five, one eight three one one, five eight seven, per your request. Is all that clear and correct, Mr. Goodfellow?

utterance: It sounds all correct to me, A OK.

utterance: Just so you know, it will take up to ten business days of processing before it shows up in your money market account when your when you go in to check it yourself.

utterance: Oh, I see. Well, good thing you told me or I might've been calling back.

utterance: Glad I could help. Can you tell us why you were closing your savings account with us?

utterance: I just wanna put the money where it can do some gross sum.

utterance: OK, I understand. give me a moment to process your request. Can I put you on hold for a brief hold, please?

utterance: That'd be fine.

utterance: OK, Mr. Goodfellow. I have transferred your savings account balance of nine thousand and forty dollars into your money market account And you have been notified that this process can take up to ten business days. I am closing our your savings account, per your request, but leaving the checking account active. Is there anything further that I can help you with today, Mr. Goodfellow?

utterance: No, I can't think of anything.

utterance: It's been a pleasure serving you today, Mr. Goodfellow and if you have any further banking needs please feel free to call us again, and have a great day.

utterance: Thanks. You too.


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

utterance: yes. I had my phone stolen yesterday and I kept.

utterance: I'm so.

utterance: Sorry to hear that, sir.

utterance: Mm thank you. And the carrier cannot switch over the number to my new phone. So I had to get a new number. The problem is I used the old I used the old number for security on this account. can you help me with that?

utterance: I certainly can, sir. What we can do is update your personal account information and with that phone number that you now have on file. And that will reset your security as you remove the old number. That way you can set it up again.

utterance: OK could you walk me through this?

utterance: Yes sir, I certainly can.

utterance: All right thank you.

utterance: OK sir. Before I complete your request I need to ask you a few questions so that I can verify your account information.

utterance: All right.

utterance: OK first of all can I have your first and last name please?

utterance: Yes you may. my first name Dale last name Walker.

utterance: OK is that Dale D A L E?

utterance: Yes ma'am.

utterance: OK sir. All right Mr. Walker, can I have your date of birth please?

utterance: Yes. My birthday is ten thirty-first nineteen seventy-four.

utterance: OK sir, that is October thirty-first nineteen seventy-four?

utterance: Yes.

utterance: All right, have that on file. And for authentication purposes can I have your driver's license number please?

utterance: Yes, my driver license number is six one nine five two four nine six nine.

utterance: OK so to verify, that number was six one nine five two four nine six nine?

utterance: Yes.

utterance: All right and for account security purposes, could I have the name of your first pet?

utterance: The name of my first pet is Skipper.

utterance: OK sir so which account in question were you wanting to update? You have a checking or a savings account with us?

utterance: Just checking.

utterance: OK sir so could you give me that checking account number please?

utterance: Yes ma'am. my checking account number is five one four three three six seven zero seven zero.

utterance: OK so to verify, that number was five one four three three six seven zero seven zero.

utterance: Yes, correct.

utterance: OK Mr. Walker, could you gave me just one moment while I look up your account?

utterance: yes yes.

utterance: All right sir and you said you needed you had your phone number changed. looks like here you have a cell phone number on file. you wanna go ahead and update that and remove that old number and give us a new number?

utterance: yes.

utterance: Yes, yes.

utterance: Yes yes when you're ready.

utterance: Yes sir, I sure am.

utterance: yes eight four seven eight eight seven nine four five six.

utterance: OK sir, again that number was eight four seven eight eight seven nine four five six?

utterance: Yes.

utterance: OK sir. All right I removed that old cell phone number and have updated your account information with eight four seven eight eight seven nine four five six and it looks like your account security has been reset, sir. I have sent you a link in your email so that you can click on that link and then it'll ask you to go back and set up a new security PIN for your account. Once you use that new security PIN it'll let you access so you can go in and you can change your cell your cell phone security. Right now it has your security set as email because that's your secondary security, OK?

utterance: OK.

utterance: OK, I think I got it. All right. So you said I can go into my account like this?

utterance: Yes sir.

utterance: OK.

utterance: Or you can access the the account information so that you could set up your new PIN. They usually send you that information. Did you want more information about going to your account online, sir? We do have online banking.

utterance: All right.

utterance: can can you give me that website something to go to?

utterance: That is Intellibank dot com.

utterance: All right.

utterance: I N T E L L I B A N K dot com.

utterance: OK. I got that.

utterance: OK and your account information. We have the main page just has all kinda information on it but what you're gonna wanna do is go to the top right tab and it's gonna have online banking on it. Click on that tab and then you can access the area where you have to sign up for online banking.

utterance: Yeah.

utterance: OK.

utterance: Oh OK. I got it. I understand now.

utterance: OK.

utterance: All right and once you set that up with your email address then you'll be able to go in and change your information anytime you need to. That way if anything like this ever happens again, you could just access it quickly and change this so nothing happen to this account, OK?

utterance: All right.

utterance: OK sir. so was that all that I could do for you today?

utterance: Yes that's all. You helped me great quite a bit there.

utterance: OK thank you so much Mr. Walker for your time and patience. Again, my name was Leslie. I hope you enjoy the rest of your day.

utterance: you too.

utterance: Thank you. Bye bye.

utterance: Bye bye.


utterance: Hi. Thank you for calling Intellibank. My name is Sabrina. And how may I help you today?

utterance: Hey Sabrina. How are you doing today?

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

utterance: I am doing quite well. Thank you. I was calling to see if I could check my savings account balance with you, please?

utterance: Yes ma'am. Absolutely. I'd be more than happy to help you with that.

utterance: I do need to get some information from you though, so I can pull up your account, if that's all right?

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

utterance: Yes ma'am. It's Beverly Reynolds. B E V E R L Y.

utterance: R E Y N O L D S.

utterance: All right. Thank you, Ms. Reynolds. And may I have your birthday, please?

utterance: Sure! It's April the first nineteen eighty-one.

utterance: All right. Thank you, Ms. Reynolds. And may I please have your driver's license number?

utterance: sure!

utterance: Well, we moved not too long ago and when I went up to the driver's license place, to change my address up there, they went ahead and changed my license number. You know, over from my social security number to an actual driver's license number. So I'm not sure what you have on file. The original number, it was three four five four six five nine five one.

utterance: And my new number is J seven zero two seven one zero one three zero nine eight.

utterance: All right. Thank you Ms. Reynolds. we did have your old number on file, but let me repeat this new one back to you, to make sure I have this changed correctly for you .

utterance: That was J seven zero two seven one zero one three zero nine eight.

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

utterance: All right. Thank you so much, Ms. Reynolds. And let's just go ahead and double check your address, to make sure we do have your new one on file.

utterance: Let's see, I have nine fifty-seven Bailey Drive in Cedar Rapids, Iowa. Was that correct?

utterance: no ma'am. The new address is six seventy-four Fleming Way. That's spelled F L E M I N G Way.

utterance: And that's also in Cedar Rapids, Iowa.

utterance: All right, Ms. Reynolds. Let's see, I do have that changed onto your new address. And just to make sure I have this correct, that was six seven four Fleming. F L E M I N G Way in Cedar Rapids, Iowa.

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

utterance: All right. Thank you so much for that, Ms. Reynolds. Now, you said you wanted to check the balance of your savings account?

utterance: Yes ma'am.

utterance: All right. May I please have that account number?

utterance: Sure.

utterance: It's nine six one, five two three, three zero five.

utterance: All right.

utterance: I have nine six one, five two three, three zero five?

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

utterance: All right. Thank you. Just one moment while I pull up that balance for you.

utterance: OK. Great! Thank you.

utterance: All right, Ms. Reynolds. I'm showing your savings account balance is two thousand nine hundred eighty-five dollars and fifteen cents.

utterance: OK. So twenty-nine eighty-five fifteen?

utterance: Yes ma'am. That's correct. Is there anything else that I can help you with today?

utterance: Yes ma'am. Actually could I transfer the, or transfer five hundred dollars from my savings account into my checking account?

utterance: Absolutely. I'd be more than happy to help you with that, ma'am.

utterance: Now let's see, the withdrawal account number, is that gonna be the savings we just checked the balance for?

utterance: Yes ma'am.

utterance: All right. And that, just to double check again, that was nine six one five two three three zero five?

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

utterance: All right. Thank you, Ms. Reynolds. And what is the account number for the checking account you would like to deposit the five hundred dollars into?

utterance: Let's see, that is seven four zero, six six three, five seven two.

utterance: All right. I have that checking account number as seven four zero six six three five seven two.

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

utterance: All right. Great. Thank you. Just one moment while I initiate that internal transfer.

utterance: OK. Thank you.

utterance: Yes ma'am. You're quite welcome.

utterance: All right, Ms. Reynolds. I do have that five hundred dollars transferred from your savings into your checking. Is there anything else I can help you with today?

utterance: No ma'am. That'll do it. Thank you so much for your help.

utterance: Not a problem, Ms. Reynolds. And thank you so very much for calling Intellibank. Again, my name is Sabrina. You have a wonderful day.

utterance: Thank you ma'am. You too.


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

utterance: Hi Rose, my name is Kim. How are you today?

utterance: I'm doing great Kim. Thank you so much for calling.

utterance: well that's wonderful. I I I am calling because I need to close my account and close my savings account and also I want to transfer the balance that I have in my savings over to my checking and I also need some help from you finding a ATM near me.

utterance: Certainly. I can help you with all of those things. bear with me just one moment. My screen just went completely black. Bear with me one second here. Yes, fun times. Mercury retrograde. all right. Well while waiting for my screen to come up, how's it going on your end?

utterance: Sure. Oh, no.

utterance: it's not going bad. It's been a beautiful day. I've been out enjoying the weather which has been nice. took the dogs for a nice long hike this morning. I've just really been enjoying the fall weather up here. How's your day been?

utterance: It's been fantastic except I'm inside and I'm working.

utterance: Awesome.

utterance: Yeah that's never any fun.

utterance: what kind of dogs do you have?

utterance: they're golden retrievers, both of them, and they absolutely love whether it's outside you know out in the woods hiking or out by the lake in the water they just love the outdoors.

utterance: Oh that's precious. I love golden retrievers. I like the black ones too. I think they're so sweet.

utterance: Yeah the black labs they are beautiful.

utterance: All right. Let's see here. OK my screen is up. Thank goodness.

utterance: Oh good.

utterance: OK. So I know you said your first name was Kim. What's your last name?

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

utterance: Thank you so much Miss Johns. And can you please tell me your date of birth?

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

utterance: All right. Thank you so much. And can you please give me the account number that you're closing?

utterance: Sure. that is my savings account and 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 I have a security question for you. Can you please give me your mother's maiden name?

utterance: Sure, that's Murphy.

utterance: All right. Thank you so much. And OK. And what is the reason that you're closing your account, Kim?

utterance: I'm closing the account cuz of the fees that are being charged. I'm not getting enough in the savings account each month and unfortunately keep incurring the fees which is you know obviously counterproductive for the savings account. So until I can get that that account up higher I just am gonna close it for now.

utterance: What?

utterance: I understand completely. I went through a situation like that a couple years back and ended up having to close my account too. It sucks.

utterance: Yeah.

utterance: All right. So let's see here. And.

utterance: And I think.

utterance: I'm sorry. I think there should be a balance of about sixty some odd dollars in my account and I want to definitely put that over into my checking account.

utterance: Certainly. You have sixty-two dollars and fifty-seven cents.

utterance: OK.

utterance: And what account would you like to deposit that in?

utterance: that I'd like to deposit in my checking.

utterance: OK. Alright, and I will need the deposit routing number please.

utterance: I don't have the routing number. I'm assuming since it's with you all it might be the same. but I do have my checking number.

utterance: Yes.

utterance: It.

utterance: Would be. OK. Yes. I will take the deposit account number.

utterance: My checking account number.

utterance: OK. it's one one two one zero zero zero nine five nine.

utterance: Thank you so much. All right. Bear with me just a moment. There we go. OK. OK. All right. So I'm gonna go ahead and get this account closed now. Closed, not a closed. I'm sorry.

utterance: Oh it's no worries. I'm sure.

utterance: All right and I have transferred the sixty-two dollars and fifty-seven cents over to your checking account and your new balance is three thousand sixty-six, I'm sorry, sixty-seven dollars sixty-two dollars and fifty-seven cents. Goodness. I need a nap.

utterance: Oh, OK.

utterance: Thank you so much. No worries.

utterance: All right. So I am sending you an email now that will be your confirmation that the account has closed.

utterance: OK.

utterance: And is there any further information that I can give you about any other banking products that we do have available?

utterance: no I think I'm good. I I'm good for today and I just really appreciate your help.

utterance: Thank you so much. You. And it's my pleasure. Is there anything else that I can do for you today?

utterance: No that's everything. Thanks a lot and you have a great day Rose.

utterance: You are very welcome. Oh wait wait wait. I'm so sorry. Didn't you ask me about an ATM? You needed to find a ATM?

utterance: Oh, yes. Thank you so much.

utterance: For reminding me. I did need to. I do need the ATM.

utterance: no worries.

utterance: I would have been trying to go to dinner with no money tonight.

utterance: Oh my goodness. That will never work. can you confirm your address that we have on file please?

utterance: No.

utterance: Sure. it is forty-nine Holland Lane and that's in Philadelphia Pennsylvania, one nine one zero one. and I am looking for ATM around home.

utterance: OK bear with me just a second. Let me see which one is closest to you.

utterance: Thank you. I wasn't sure what was open. I know there's several all around you know several of your branches around but I wasn't sure what was open at this time of night.

utterance: Mhm.

utterance: it looks like the only one that we have open that's twenty-four hours is at forty-nine West Chelten Avenue.

utterance: OK. Yeah I'm familiar with that.

utterance: OK fabulous. Yeah that's twenty-four hours so you can always access that. And the withdrawal limit there is five hundred dollars.

utterance: Awesome.

utterance: Oh OK great.

utterance: All right Kim. Was there anything else I could assist you with today?

utterance: No you've been wonderful. Thank you so much again. I appreciate your help.

utterance: Oh you're so sweet and you're very welcome. We do value your loyalty here at Intellibank and appreciate your business. And I hope you have a wonderful rest of your evening.

utterance: You too hon.

utterance: Thank you. Bye.

utterance: Bye bye.


utterance: Thank you for calling Intellibank. My name is Bailey-Ann, how can I help you today?

utterance: yes, my name is Rick Lawson. I need the, I need the location to some good ATM machines, please.

utterance: All right Mr. Lawson. Let me look up some information for you . First, I need to get a little bit of background on your location so that I can find the correct ATMs nearby.

utterance: OK.

utterance: OK. Mr. Lawson, could I get your street address, please?

utterance: OK. I have two on, I might have two on file. I got my new address and my old one might be still on file. My new address is thirty-five eleven North South Street.

utterance: K, thirty five eleven North South Street?

utterance: Yes.

utterance: What, that's not the one I have one file, sir. What was the old?

utterance: My old one is forty-four oh three Saint Johns Street.

utterance: OK, so let me go ahead and correct that for you. You said that first address was thirty-five eleven North South Street?

utterance: Yes.

utterance: what is that city and state?

utterance: Jonesboro, Arkansas.

utterance: All right. That's in Jonesboro J O N E S B R O?

utterance: Yes.

utterance: Arkansas.

utterance: mm K.

utterance: So, Mr. Lawson, let me look up your information right quick. ATMs near that area. first of all, we have one listed on Peter road. It's six nineteen Peter Road. In Jonesboro, Arkansas.

utterance: OK.

utterance: That one's about a mile from your location.

utterance: OK.

utterance: Got that.

utterance: And we have another one that is pretty close by you at one point, one point two miles. It's on Margret Ann Drive. It is four oh six Margret Ann Drive.

utterance: All right.

utterance: OK. And we have another one that is close by as well. It's not actually located with our bank branch. It is with Federal Bank and Trust. It's is on Bethany Lane. It is at one five three Bethany, Bethany Lane. B E T H A N Y. In Jonesboro, Arkansas.

utterance: OK. Jonesboro .

utterance: And those are the one.

utterance: yes sir. Those are the ones we have close by you. We have several more that are about five miles away from your location. Would you want any information about those?

utterance: no. I would like to know what's the withdrawal limit?

utterance: with our branch, we normally start out with a max withdrawal of five hundred dollars a day. you usually can go online or go to our local branch and set up an change withdrawal limits if you want increase it or decrease it. But it's normally maximum five hundred. I don't know what the withdrawal limit or if there's any issue with a withdrawal limit at the other bank, Federal Bank and Trust that I mentioned.

utterance: OK. how about cash deposits?

utterance: Yes, the let me look that up right quick and check.

utterance: OK.

utterance: All right, it looks like the branch, the ATM on Margret Ann Drive, does allow cash deposits. The one that I listed on Peter Road, does not take cash deposits at this time.

utterance: OK.

utterance: And the one that I looked up on Bethany Lane at Federal Bank and Trust, it does take cash deposits but there is a fee for your deposit since it's not at our bank.

utterance: How much is that fee?

utterance: The fee is normally about it looks like it's a possibly a fee of three to five dollars.

utterance: Three to five dollars?

utterance: Yes.

utterance: now I got another question. One more quick question.

utterance: Yes, sir?

utterance: does it matter how much do I deposit? Is there a limit? for my deposit?

utterance: well yes sir. It shows that the limit on your deposit is a thousand dollars at this ATM on Margret Ann Drive. I honestly don't see a listing for a deposit limit at Bethany Lane. Normally the deposit limit we have for our account is a thousand dollars. So it make actually take the full deposit for that.

utterance: OK.

utterance: OK. Thank you.

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

utterance: No, that's it.

utterance: All right, thank you for your time and patience. Again, my name is Bailey Ann, enjoy the rest of your day.

utterance: Yeah, you too.


utterance: Good afternoon. It's a great day at Intellibank. This is Cindy. Who do I have the pleasure of speaking with?

utterance: Hi Cindy I'm a customer. my name is John Meadows.

utterance: Hello Mr. Meadows. How can I help you today?

utterance: Well, I wanna do a few things. I'd like to number one report it's either lost or stolen. My guess is it's lost, the credit card and I'd also like to close the account associated with that card and I'd also like to transfer the funds from that account to another different bank.

utterance: OK great. So let's get started first with your card. You say that you lost it?

utterance: Well, I can't find it so it's either either I left it somewhere or I miss. I It's not around. I I haven't used it in a while so I'm not anyhow. I'd like to. I like. I can't find the card so I'd like to close it.

utterance: OK sure. Let's get into your account first and let's see what's going on.

utterance: can you spell your last name, please?

utterance: Yes. It's Meadows. M E A D O W S. John Meadows.

utterance: OK, Mr. Meadows and what's your date of birth?

utterance: One fifteen nineteen seventy-five.

utterance: Thank you and may I have the last four of your social please?

utterance: yes I gotta remember the the complete number.

utterance: six three five five.

utterance: Got it. Thank you and what's your driver's license number?

utterance: it's Arizona. A Z one two six eight two nine. the I'm sorry. It it's eight two eight.

utterance: let let me say that again. Arizona A Z one two six eight two eight.

utterance: OK got it. That's A Z one two six eight two eight.

utterance: Yes, ma'am.

utterance: Wonderful. Thank you and what is your first pet's name?

utterance: was a great cat named Cleo. C L E O.

utterance: Wonderful. Thank you. OK we're in the account now. do you happen to have the card number that you lost?

utterance: Yes

utterance: Let me let me grab my wallet here. Just a just a moment, please.

utterance: Sure. Take your time.

utterance: Here we go. I don't have the card but I have it written down.

utterance: OK.

utterance: five one nine three two six nine eight two zero five two one five seven oh.

utterance: OK. Let me repeat that. Five one nine three two six nine eight two zero five two one five seven zero.

utterance: That's correct.

utterance: OK. Let me and you said that you hadn't used it for a while. Is that correct.

utterance: Yeah. I probably used it two weeks ago, maybe.

utterance: OK. Yes. I can see the activity on the card and it looks as though there has been no new activity for two weeks.

utterance: Great.

utterance: So I'd like to cancel that card. Cancel that account that is associated with and have you as a matter of fact, what I'd like, if you could give me now. Tell me how much money what are the funds in the checking account that that card is associated with.

utterance: yes OK so the balance on that account is two thousand three hundred and fifty-one dollars and seven cents.

utterance: OK so the we cancel the card. We take that amount in the checking and now I would like you to transfer those funds to my new account in a new bank.

utterance: OK sure. I'll be happy to do that. may I ask your the reason for closing the account?

utterance: Well, you know I've been with you now for a while and sometimes my checking funds are under a thousand dollars. It happens to be. I'm over the. I happen to be over now but most of the time it's under a thousand dollars and you charge me fifteen dollars a month for the the use of the checking account which sometimes I don't use them. You know I use it on the credit card.

utterance: Mhm.

utterance: But I'm already. I'm paying on the credit card as a percentage so I've got another bank. gave me a promotion where there's no charges for the checking account. So I get free checking.

utterance: So that's why I am transferring the funds to this new account.

utterance: OK great. I understand. Thank you so much for that. Just give me a few moments while I close this account for you.

utterance: OK.

utterance: Have you been following the Arizona baseball?

utterance: no. my husband is a fan of the Diamondbacks but

utterance: Yeah I know. Well, this is the last week they're playing and so it and they're playing against the Dodgers who are fighting for first place so it's I mean it's even though the Diamondbacks are not fighting for themselves. They can affect the Dodgers by beating them so I hope they beat the Dodgers.

utterance: Well that sounds very exciting. when is the next game?

utterance: they're playing tonight.

utterance: OK. Well maybe I'll tune in.

utterance: so let's see. OK you're account is closed. Let me ask you some information about the new bank where you'd like to transfer the funds what type of deposit account is that? Checking?

utterance: Yup.

utterance: That's a.

utterance: That's a checking.

utterance: OK great.

utterance: And what's the routing number?

utterance: the routing of the new bank is zero zero one two three eight eight nine.

utterance: OK. Let's see here.

utterance: Let me give that to you one more time.

utterance: Sure. Go ahead.

utterance: Zero zero one two three eight eight nine.

utterance: And that's America First Bank.

utterance: That's correct.

utterance: OK and what's the account number on that checking account?

utterance: Again, it's under my name John Meadows and the account number is one zero zero three two seven eight nine.

utterance: OK and you'd like to move all of the money from your old account into the new one.

utterance: Yes, Cindy. Yeah.

utterance: Let me give you the. Let me just verify the number.

utterance: Oh.

utterance: Sure.

utterance: One zero zero three two seven eight nine.

utterance: OK that looks great. All right. Well we'll be able to electronically deposit that into your new bank account. It may take up to forty-eight hours.

utterance: The no that'll that will be fine. That's a lot better than me coming down and moving checks around. will you be able to email me the confirmation?

utterance: Yes. You'll definitely get an email confirmation on this transaction. We have your email address on file.

utterance: J D Meadows at Gmail dot com?

utterance: Correct. You should see that momentarily.

utterance: OK.

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

utterance: Nope. Cindy, I think you have done a great job and thank you for your bearing with me about the baseball and unfortunately I had to move to the other bank cuz they offered me free checking.

utterance: I understand. Well, we really appreciate your business and if you ever in the future decide to bank with us again we're happy to have you.

utterance: Thank you very much.

utterance: Have a great day.

utterance: Bye bye.


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

utterance: Hi, I need to close my account and transfer the balance on my card to another account.

utterance: OK, I'd be happy to help you with that. Can I get your credit card number please?

utterance: Yeah, it's five two eight one, three seven six five, four two zero nine zero two zero eight.

utterance: OK, great. Thank you. And can I get your name please?

utterance: Yeah, my name is Karen Hucksley.

utterance: OK, Karen. And your date of birth?

utterance: two eighteen ninety-two.

utterance: Thank you and for your security. I need an authenticating ID. That would be your driver's license number please.

utterance: Yeah, that is, six six one seven five four two.

utterance: OK, thank you. And it looks like you have an added security question on here. The question is. Can I get the name of your pet? Your pet's name.

utterance: let's see. Set this up in two thousand three. That Sammy I believe.

utterance: OK, that's what I have down. Thank you. OK, so you needed to close this account and transfer the balance to another credit card?

utterance: Yes please.

utterance: OK, I see that the balance on this account is five hundred and eighty-two dollars and thirty-five cents.

utterance: OK, that sounds about right.

utterance: OK, and do you have the other credit card number that this needs to be transferred to?

utterance: Yeah, I have it right here.

utterance: OK, I can take that when you're ready.

utterance: Four six seven three, zero two nine five eight three one two five three zero nine. And that is for the bank, of US Savings.

utterance: OK, so this is going to US Savings, Bank credit card. OK. Great, I got all that information in. I have closed your account and put in the transfer request. Now, that will take one to business days for the balance to be transferred from this account to the other credit card, but your account is closed at this point.

utterance: OK. That's good because I did lose the card and I haven't been able to find it. So, that will make is so no one can use the card. Is that correct or do I need to go through a whole new process with that?

utterance: well, since the account is closed, that would be correct that no one else can use it right now. let me just ask you. What was the date of the loss of your card?

utterance: well today is the fifth. I think I used it at the mall last week. So, let's say the twenty-eighth of September.

utterance: OK. twenty-eighth of September. Do you remember the most recent transaction you made on that?

utterance: Yes, I was shopping at Dick's, Sportings Good. and I, believe it should be around, three hundred dollars. I was getting this really fancy new workout system cuz, you know, I'm getting up there and I gotta start taking care of myself but, Yeah I think it was around three hundred dollars, if that helps.

utterance: OK, let's see here. You said September twenty-eighth. Yeah, I do see that that is the most recent transaction and it was at Dick's Sporting Goods. and the amount was two hundred and ninety-nine dollars and ninety-nine cents, so. So the good news is that no one has used your account since you last did. But it's good that we're closing it. let me go ahead and re-issue another card for you. can I confirm the address to which I should mail this new card out to?

utterance: OK.

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

utterance: OK, thank you very much. That's what we have on record. So, I'm going to request that you have a new credit card sent out since this one was lost. Now you should get that in about three to five business days, and when you do, There'll be a one eight hundred phone number on the card that you'll want to call to activate so that you can start using this again.

utterance: Now, if I am closing the account, and transferring the balance. Why do I need a new card and why do I need to activate it?

utterance: Well, we did close this account. did you not want to have another, credit card with us?

utterance: Oh, I suppose I guess I didn't think of that. will I have to run my credit again to get new approval?

utterance: No, actually the. What happens is I'll just go back in and instead of just a closing account, I'm gonna put down that this was closure due to loss of your credit card, so that way this account will still be available for you to use. But, you will have to wait the three to five business days to get your new credit card in the mail to use.

utterance: OK.

utterance: But these funds will be available to you. This credit card. And we do hope that you continue to use Intellibank. Is there anything else that I can help you with today?

utterance: No, I'd say that's about it. Thank you.

utterance: OK, thank you and have a good day.

utterance: You too.