utterance: Welcome to Intellibank. How may I help you?

utterance: Hi, I'm calling to get my account balance.

utterance: Oh OK. Can I have your first and last name please?

utterance: Sure. It's Sunshine Hankie. H A N K I E.

utterance: I'm sorry. Can you repeat your first name?

utterance: Sunshine.

utterance: And would you spell it please?

utterance: S U N S H I N E.

utterance: Thank you. All right. Are you calling about a checking or a savings account today?

utterance: I'm calling about both.

utterance: OK and can you give me your security ID number?

utterance: R R five nine four one one zero.

utterance: And is that a an ID or driver's license?

utterance: Driver's license.

utterance: Thank you. Now I also need the answer to your security question. It could be your mother's maiden name?

utterance: Bean. B E A N.

utterance: OK. Thank you.

utterance: And which type of account would you like to check first?

utterance: Checking.

utterance: And do you have that number?

utterance: Six five two eight zero one one.

utterance: OK give me just a moment to check that please. OK. On that account I have a balance of five hundred and fifty dollars and twenty-five cents. Does that sound right to you?

utterance: I think so.

utterance: OK. And did you still want your other account balance?

utterance: Yes. Let me put you on hold a second while I look up that account.

utterance: Thank you.

utterance: OK I'm back. The account number is five five zero one one eight zero.

utterance: Could you repeat that one more time? I'm sorry.

utterance: Five five zero one eight one zero.

utterance: OK. Just a moment and I'll look that up for you.

utterance: Thank you.

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

utterance: Oh.

utterance: It's nice here. where are you located?

utterance: In Ohio. It's quite chilly.

utterance: I'm sorry. Florida's nice this time of year.

utterance: That's nice. I've never been to Florida.

utterance: Well you should visit sometime. It looks like I have an account balance of two hundred dollars for your savings. Does that sound OK to you?

utterance: Yes it does.

utterance: OK. Is there any other accounts that you wanted to check?

utterance: No, I don't have any other accounts do wanna learn about some online banking, other options to look up my accounts.

utterance: OK.

utterance: OK. Other ways to check your account balance?

utterance: Yes.

utterance: OK. So one way you could check your account balance is always at an ATM. if our ATMs don't charge a fee for that so if you use an Intellibank ATM you will be able to get your balance for free on both accounts. Online banking is on the Intellibank dot com website and you can sign up using either of your account numbers and your personal information and it will give you a username and a password and you will be able to log in and check it that way. Have you ever been to our website?

utterance: Not yet.

utterance: OK. Well, is that something you think you would like to do?

utterance: Yes and also do you have bill pay on there?

utterance: Yes, there is bill pay on the online banking. Once you set it up it it's a tab at the top of the page that says online banking and then it'll have your account tabs and then bill pay.

utterance: OK.

utterance: And that let's you set up automatic bill pay or one time payments to different a companies or you can send it to family and friends.

utterance: Would I be able to change my account balance if I needed to move money to my savings?

utterance: You can transfer funds. Yes, back and forth between your accounts and if you add an an additional bank account from another bank an external bank, you can transfer funds from that bank as well.

utterance: OK.

utterance: How does that sound?

utterance: Sounds good.

utterance: OK. Another way that you can check your account balance is by coming into the branch and asking the teller to give you a copy of your account statements.

utterance: OK. Do they need an ID or anything for that?

utterance: Yes. You will need your ID and your account numbers.

utterance: OK.

utterance: Yeah.

utterance: Will I have to know my security question by chance? Just in case I forget it?

utterance: Yes. I would take it with you.

utterance: OK.

utterance: And make sure that you have that just in case they wanna check your identity. It's just for your safety.

utterance: OK. Well, is there anyway you could move some money around for me before we hang up?

utterance: Sure, I can make a transfer. Which way do you want? From your checking to your savings or your savings to your checking?

utterance: My.

utterance: Checking to my savings.

utterance: OK and how much would you like to transfer?

utterance: Two hundred.

utterance: OK. Just a moment. OK, so did you do you want your your new balances before we hang up?

utterance: No. I know them.

utterance: OK. So the transfer went through and is there anything else that I can help you with today?

utterance: I don't think so.

utterance: All right. Well thank you for calling Intellibank. You have a good day.

utterance: You too.


speaker_role: Agent

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

speaker_role: Customer

utterance: yes, my name is Dan Thomas and I called the other day about an issue I had on my savings account. I had requested that it be closed and the funds transferred to my checking account. And I need to check the balance of my checking account to see if that money has been transferred.

utterance: Absolutely Mr. Thomas, I do remember that call and I can certainly help you check that. Can I have you verify your first and last name for me?

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

utterance: Thank you. And your date of birth?

utterance: May twelfth nineteen sixty.

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

utterance: Nine one eight eight one nine seven three nine four.

utterance: Thank you sir. And then just to verify for the security question, the name or the make of your first car please.

utterance: that would've been a nineteen sixty-five Chevy Camaro.

utterance: All right, thank you, I verified that information and I've got your account up here. now you were you said you closed your savings account the other day, I remember that, and it does show that that account has been closed. And then you're wanting to check the balance of your checking account, is that correct?

utterance: That is correct.

utterance: All right. And can you give me the account number for that account again please?

utterance: All right, thank you Mr. Thomas. I see that the available balance today in that account is one thousand ninety-six dollars and twenty-three cents.

utterance: OK. And you do show that the balance reflects the transfer from my savings to that account?

utterance: Yes sir. I see that that transfer having taken place and it is still marked as pending since that was only a yesterday. It looks like that that transfer went through but that money is available in your account as of right now.

utterance: OK. so I can I can withdraw that money if need be?

utterance: Yes. If that money if there are any charges to your account that that money will be available to cover those charges, that is correct.

utterance: All right, that sounds great. how's the weather doing up there where you're at?

utterance: the weather's been pretty good. they say we're in for quite a bit of rain coming up so I'm not really looking forward to that.

utterance: Well that's that's bad weather. I like for it to be sunny and warm.

utterance: Yeah I I do to.

utterance: I guess it always has to rain.

utterance: Yeah we you know. Rain's good for various reasons. It's just not very fun to be out and about in.

utterance: OK. Well, I think that's all I need today.

utterance: All right. Well thank you for calling customer service here at Intellibank. And if you will hang on the line after I after we disconnect there will be a brief survey for you to fill out. Let us know how we did today and how we can better service you in the future.

utterance: OK. I do appreciate your time.

utterance: No no problem Mr. Thomas. You have a wonderful day.

utterance: All right. Thank you.

utterance: Thank you.


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

utterance: Well thank you. Hi this is Laura Winters and I have a I have a checking account at your bank and I would like to open a new account for my granddaughter. she is so clever! This granddaughter of mine. She can bake and even though she's only eleven she makes cheesecake and not just cookies and cakes. Eleven years old! Can you believe that? And making cheesecake.

utterance: My, that sounds fantastic! You said that you wanted to open an account with your granddaughter, is that correct?

utterance: Yes. I would like to make it so that she can save up for maybe opening up her own business or going to cooking school or something like that.

utterance: Wonderful! That is fantastic! so you would definitely need to be on the account with your granddaughter since she is a minor. We do require that she has an adult on there with her. and you said that you did have an account with us already. Is that correct Ms. Winters?

utterance: Yes.

utterance: Excellent! I can go ahead and reference the account that information we have on file for you to get the paperwork started. What is that account number?

utterance: Four one two five seven one three zero.

utterance: Excellent! And do I need to ask what is the security question for your account?

utterance: What street did you grow up on? Saint Johnson Street.

utterance: Excellent! Thank you so much for that. I will just need to verify a few more pieces of information with you. could I have you provide the last four digits of your social security number for me please?

utterance: Eight five seven seven.

utterance: Thank you. And if I could also have you verify the current address on file for me.

utterance: Sure. It's nine eight seven South Pappa Drive. Pueblo Colorado eight one zero one three.

utterance: Thank you so much! so next, I will just need to collect some of your granddaughter's information. And what is your granddaughter's first and last name please?

utterance: It's well I call her Suzie but it's Susan Spencer.

utterance: Excellent. And what is Suzie's social security number please?

utterance: Oh yes. just a minute dear. I have to go look for it. I had it right here, I just just give me a minute.

utterance: Not a problem. Take your time.

utterance: Thank you. I'll be right back.

utterance: OK. Here it is. It's one five seven one zero three zero four three.

utterance: Thank you so much. And may I also have her date of birth please?

utterance: Yes. Thank you for waiting. I'm sorry it took so long to get that number. her date of birth is ten seventeen twenty ten.

utterance: Thank you. And not a problem at all on the wait. I have plenty of time. so we will also need to establish a security question and security answer for this account. we do have several different questions that you can choose from for this account, such as mother's maiden name the street you grew up on name of your first grade teacher. Would you like to use any of these options or would you like to pick from a different selection?

utterance: I will go with who's your first grade teacher.

utterance: Excellent! And what would the answer to that question be?

utterance: It's for me right? Obviously.

utterance: Yes we will go ahead since you are the adult on this account we will use the answers that are relevant to you please.

utterance: OK. Mr. Morrison.

utterance: Excellent! Alrighty, so give me just a moment here I will get Suzie's information added into our system here.

utterance: So do you like to bake?

utterance: Oh actually my skill set doesn't quite lie in baking I'm a little bit better with numbers. My husband, however, is much better at the baking than I am.

utterance: Oh good! Well, I'm I'm glad somebody does that for you and I hope you and your husband enjoy it. As much as I enjoy Suzie's baking.

utterance: Oh well thank you so much for that. and one final question actually. Were you wanting to establish a savings account or a checking account for your granddaughter?

utterance: I think a savings account would be a good idea.

utterance: Wonderful! Well, I have gone ahead and prepped all of the paperwork that we need in order to finalize the account for your granddaughter. We will need you to come by our branch to sign for us in person. we are located at fifteen hundred East Bradley Avenue that's in Pueblo Colorado eight one zero one three. will you be able to come in and sign sometime this week?

utterance: Sure. do I need to bring Suzie with me?

utterance: No. Because it is a minor account, she will not need to be present to sign. if you are just able to bring either a social security card or a birth certificate so that we are able to identify her at that time that would be fantastic.

utterance: OK and I have her card right here. So I will see you guys sometime this week.

utterance: Wonderful! Well thank you so much. Is there anything else that I can do for you today Ms. Winters?

utterance: No thank you. But have a nice afternoon.

utterance: Thank you. You have a wonderful day as well. Thank you so much for calling Intellibank and we look forward to seeing you soon.


utterance: Hello, this is Brooke from Intellibank. How can I help you?

utterance: Hi, this is Peter Smith. I'm calling. I need to close one of my account.

utterance: OK. could you please spell you name, sir?

utterance: Peter. P E T E R.

utterance: And your last name, sir?

utterance: S M I T H.

utterance: Thank you. Could you please verify the last four digit of your social security number?

utterance: It is six one one zero.

utterance: Thank you. And you said that you need help with closing your account, is that correct?

utterance: yes, that is correct.

utterance: Oh I am sorry to hear that, sir. may I ask you why you want to close your account?

utterance: I'm moving.

utterance: Oh, well that must be great.

utterance: Yup, I'm getting out of this hell hole.

utterance: Oh, I'm sorry to hear that. where are you moving to?

utterance: Anaconda, Montana.

utterance: Oh, wow. That must be either cold or pretty. I've never been to Montana. But I'm happy for you, sir. OK, before we continue, which which account would you like to close, sir?

utterance: my checking account.

utterance: OK could you please verify the address of this account?

utterance: P O Box five four nine eight seven Reno, Nevada. Nine one one zero one.

utterance: OK, so.

utterance: OK. Just to confirm, that is a P O Box. Five four nine eight seven.

utterance: Correct.

utterance: And that is at Reno, as a R E N O, Nevada. Nine one one zero one. Is that correct?

utterance: Correct.

utterance: Thank you.

utterance: OK, it's just gonna take just a moment. are you are you all ready ready to pack and move?

utterance: No, I, you know, that's all. The moving company was supposed to be here and move, and they're not here yet. The nothing's going right. And so I'm hoping that this will go right.

utterance: Oh, I'm sorry to hear that. OK, could you please give me your credit card number?

utterance: Credit card number? Why do you need my credit card number?

utterance: so I can verify the account. Or could you provide. Do you have your drivers license on you?

utterance: hold on for a second, I have to go get my wallet.

utterance: OK, thank you sir.

utterance: OK, my my debit card number is six four one one, one two one two three two one two eight seven nine zero.

utterance: OK, so I'm just gonna confirm that that was six four one one one two one two three two one two, eight seven nine zero. Is that correct?

utterance: That is correct.

utterance: OK, thank you. Thank you, sir. OK, so you would like to close this account completely?

utterance: My checking account.

utterance: OK, so we're just closing it. What are we going to do with the the amount of money in it.

utterance: I need it transferred to my new checking account.

utterance: OK, and where is that going to be?

utterance: that's going to Anaconda Credit Union.

utterance: Anaconda Credit Union. OK. I. I will need the address of the the bank branch, please? Do you have that?

utterance: the bank branch is at four fifty Main Street.

utterance: Anda. Anaconda, Montana.

utterance: Could you please spell Anaconda, please.

utterance: A N A C O N D A.

utterance: Montana. M T.

utterance: OK.

utterance: Thank you.

utterance: Is the state abbreviation. And it's one nine zero eight three.

utterance: One nine zero eight three. Thank you. OK, I'm going to need the routing number for that account.

utterance: the routing number is two three one four five five, one two two.

utterance: OK, just a moment. It's going to take me just a moment to fill that in, so could you please hold on?

utterance: Sure.

utterance: Thank you. I will be right back.

utterance: Hello, are you there?

utterance: Yes, sir, thank you for your patience.

utterance: I I just want to make sure that you're not going to close down my Intel Bank credit card.

utterance: Oh, I'm sorry, do you mean Intellibank, as I N T E L L I bank?

utterance: Yeah.

utterance: Yeah. Intellibank. Yeah, that's what I meant. Thanks.

utterance: OK.

utterance: But I wanted to make sure you're not closing down my credit card. Just the checking account. Is that correct?

utterance: That is correct, sir. I will make sure that we leave this as still active. OK, what amount would you. Do you do you. Since we're closing, I just want to confirm that you want the whole amount transferred?

utterance: Yes, please.

utterance: OK, thank you. The routing number, sir, just confirm that it is two three one four five five one two two?

utterance: Correct.

utterance: And the account number that it's going into is nine one zero two one three five seven?

utterance: Correct.

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

utterance: no, I think that's about it.

utterance: Well, I hope that your move. Yes.

utterance: How long will this take

utterance: to transfer? this be in. the account be closed, and when will it be transferred?

utterance: I.

utterance: I would say give it between twenty-four to forty-eight hours, for sure. All Right. It could be earlier, but just to make sure at least allowed some some time on it.

utterance: OK.

utterance: OK.

utterance: well if there's nothing else that you need, sir, I. I wish you a smoother move, and thank you for being a client to our Intellibank.

utterance: All right. Thank you very much.

utterance: Thank you. You have a great day, sir.

utterance: All right.

utterance: Bye bye.

utterance: Bye.


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

utterance: Yes Ashley, I'd like to find out how I can go about closing my bank account.

utterance: Oh not a problem, I can certainly help you with that. May I please have the name and date of birth?

utterance: OK, it's Sheryl Smith. My birthday is eleven thirteen nineteen eighty-seven.

utterance: Thank you Sheryl and can I verify the phone number on the account?

utterance: Yes, it's three two one nine five two one zero two zero.

utterance: Perfect and it looks like you have an authenticating ID on the account as well, could you please provide that?

utterance: Oh give me a minute, I wasn't prepared to give you that.

utterance: Not a problem. Take your time, Sheryl.

utterance: Thank you. OK, I've got it.

utterance: OK, go ahead.

utterance: It's S five two three dash four three two dash three five seven dash one eight.

utterance: Excellent and we also have one more security verification, it's your security question. What street did you grow up on?

utterance: Troy Street.

utterance: Perfect. OK so I went ahead and I verified the account and do you have the account number that you would like to close?

utterance: Yes I do.

utterance: OK go ahead.

utterance: Six five seven nine zero one two four three three.

utterance: Perfect and it looks like we need here a reason for the closure on the account.

utterance: I'm moving out of town or out of state.

utterance: OK, not a problem and I'm assuming you wanna go ahead and transfer the money over to a new account, is that correct?

utterance: Yes.

utterance: OK and do you have the deposit account type?

utterance: it is checking through Chester bank.

utterance: OK and what is the deposit routing number?

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

utterance: OK and then the deposit account number?

utterance: Zero zero one two three two six five seven seven.

utterance: All right perfect. So yup, I do see it's for Chester bank, so let me go ahead pull this up, give me one second here.

utterance: OK great, thank you.

utterance: How's your day today?

utterance: Oh it's going good it's been a little busy here at the bank today. And how is your day going?

utterance: Oh I've got so many errands and things I gotta get taken care of, and it's just a nightmare to begin with.

utterance: Aww but it must be very exciting to starting a new adventure with your move huh?

utterance: Yeah, frightening and scary.

utterance: Definitely understandable. OK, so let me go ahead since we have this pulled up. I'm gonna go ahead and confirm the balance that we have in the account right now. Are you ready?

utterance: Yes.

utterance: OK so it looks like I'm showing a balance of one thousand seven hundred twenty-four dollars and twenty-three cents.

utterance: Yes, that's it.

utterance: Perfect. OK so what I'm gonna do is I'm gonna go ahead and initiate the transaction to have that transferred over to the new deposit account at Chester bank, OK?

utterance: All right, that sounds great.

utterance: All right so let me go ahead get this going, and it looks like the transaction can take up to twenty-four hours from when we do it. Today, OK?

utterance: All right so I won't be able to take any of my funds out being we're doing this transaction now, right?

utterance: Right, this will go ahead and take the whole balance that you have in the account and we're gonna go ahead and deposit over to your new banking account.

utterance: OK great, so I'll just have to wait two to three days before I can get any money out of that the new account once I get there.

utterance: Yes so so the what will happen is the transaction for the deposit should occur within twenty-four hours. Once that transaction occurs it will trigger our system to go ahead and close the account and that should occur within forty-eight to seventy-two hours.

utterance: OK great. I hope everything works out and I can get there in time, or maybe I'll get there ahead of time. Who knows?

utterance: Most definitely and do you want me to go ahead and close the account now for you?

utterance: Yes, please do.

utterance: All right so I went ahead and closed the account and let me give you that transaction number for your confirmation.

utterance: Oh great, I appreciate it.

utterance: All right, it's going to be B four seven nine two three one four.

utterance: OK.

utterance: And do you want any information on any of our other banking products at this time?

utterance: No, not at this time. I've got too much I'm dealing with right now.

utterance: Oh not problem and was there anything else that I could help you with today?

utterance: No Ashley, that's it. I appreciate it.

utterance: All right perfect. So I just wanna say thank you for being a valued customer of Intellibank, and you enjoy the rest of your day.

utterance: All right you too, thank you so much.

utterance: You're welcome, bye bye.

utterance: Bye.


utterance: Good morning. Thank you for calling Intellibank.

utterance: My name is Lisa. How may I assist you today?

utterance: Hi. I wanted to make a transfer from my my checking account into my wife's checking account.

utterance: OK. I'd be more than happy to assist you with that. May I have your name and your date of birth?

utterance: Yes. My name is Daniel Corson. That's C O R S O N. date of birth is January twenty-seventh, nineteen seventy.

utterance: Thank you Mr. Corson. And may I have your address, please?

utterance: yeah, well it's either gonna be forty-three seventeen Perry Street or ten seventy-five Deer Cove Drive.

utterance: And what city and state are those located in?

utterance: Midlands, Texas. And the ZIP code is seven nine seven five six.

utterance: OK. So is one your business account and or business address and one is your home address or?

utterance: no no. I'm sorry. the.

utterance: I had just recently moved. I just wasn't sure which one you guys had on record. My most. The the Address I just moved to is is ten seventy-five Deer Cove Drive.

utterance: That's D E E R C O V E.

utterance: And it's Midlands, Texas. They're both in Midlands, Texas. Midlands, Texas seven nine seven five six.

utterance: Great. OK, that's the one I have. So thanks for updating that with me.

utterance: OK.

utterance: Can I go ahead and verify that you email is up to date while we're doing this?

utterance: yeah my email's Daniel L Corson at NetAid dot com.

utterance: Perfect. Thank you, Mr. Corson. And what is your account number of that checking account that you'd like to transfer from?

utterance: That's one five seven one two six two seven five three.

utterance: That routing number?

utterance: zero three one one six six six seven two.

utterance: Thank you so much. And may I have the routing number of the account you'd like to transfer to?

utterance: K. can you give me one second? I'm gonna go get her information, please.

utterance: Of course.

utterance: OK. You asked for her routing number?

utterance: Yes.

utterance: OK. That's zero four two two eight seven six five.

utterance: All right. Give me just a moment while I look into this into this transfer.

utterance: So how is your day going?

utterance: Oh, thank you for asking, Mr. Corson. It's going very well.

utterance: Busy but well.

utterance: How's your day going?

utterance: I'm all right.

utterance: That's good to hear.

utterance: All right. Mr. Corson, it looks like your checking account has a balance of five hundred dollars. How much would you like to transfer to your wife's account?

utterance: let me transfer two hundred.

utterance: OK. Just to verify, what is your wife's name?

utterance: Cindy, Cindy Ray.

utterance: Cindy Ray. Perfect. All right. So two hundred dollars transferring.

utterance: So that leaves you with an available balance of three hundred dollars.

utterance: And just so you're aware this transfer will be completed within one hour. Is there anything else that I can help you with today?

utterance: actually since we're on the phone, can I go ahead and check the balance of my savings account?

utterance: Absolutely. Do you have that account number with you?

utterance: Yeah. I believe it's the same. It's it's one five seven one two six two seven five three.

utterance: Perfect. Looks like your savings has a balance of one thousand two hundred and ninety dollars.

utterance: OK.

utterance: Would you like any information on the convenience of online banking so you will be able to make these transfers and check balances online at your leisure?

utterance: no. I've been meaning to signup for the the online account and actually you have to download the app. I just haven't had a chance to do it yet.

utterance: OK. Great.

utterance: It's actually very simple to use so if you need assistance we do have a tech department here that can always help you but it it's pretty much just a step by step process.

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

utterance: no, actually. I'm all good right now. Thank you very much.

utterance: Fantastic. Well again, Mr. Corson, my name was Lisa.

utterance: Thank you so much for your time today. And have a great day.

utterance: Have a great day, Lisa. Thank you.


utterance: Hello, this is Lola Dollar at Intellibank. How can I help you?

utterance: Hi, yeah this is Barry Allen yeah I have a I'm seeing a purchase on my transaction history for over three hundred for three hundred dollar over three hundred dollars for two new tires from Walmart I did not get two new tires. Now I've called before. Because I saw a transaction but it just for for for some groceries and I and I didn't think much of it. I thought, OK, someone got my info and you guys sent me a new card, so but I know card changed anything. But now, it's happened again, I'm assuming in the same and it's in the same area. So did you guys not change my info? On y'all's end?

utterance: We, we did.

utterance: And

utterance: Did. Are. And did you not send me the right card? I thought you sent me stuff that would prevent this from happening.

utterance: we did but sometimes it

utterance: What do you got for me?

utterance: Oh yeah yeah yeah keep laughing.

utterance: Sometimes things just happen. but I can I can report this. I'm gonna ask you to I'm gonna ask you a few questions. what's your date of birth?

utterance: Oh, helpful.

utterance: My date of birth is January second nineteen ninety-seven.

utterance: All right. And what's your credit card number?

utterance: yeah, I got it. Right here. My credit card number is seven seven eight one seven nine five seven three three one one two four five four five. You got it?

utterance: Yes, sir. and what is your mother's maiden name?

utterance: Brownstein.

utterance: All right so what's the dollar amount for of the relevant transaction? For the transaction you're disputing?

utterance: For this one? For the second one?

utterance: For the second time someone's used my card?

utterance: Yes.

utterance: It's three hundred sixty-six dollars and twelve cents.

utterance: All right.

utterance: They got the good stuff of my stuff because you guys did not protect not protect my card.

utterance: All right and what was the date of the transaction you're wanting to dispute?

utterance: It was on June thirteenth.

utterance: All right so does anyone else have access to the account?

utterance: No. No one else has access to the account. What can you what other info do you need?

utterance: All right

utterance: Cause I got it all here. And can we just get this done with please?

utterance: Have you I have just a few more questions.

utterance: OK.

utterance: Have you contacted the business that made the transaction?

utterance: Yes, and they said I could only figure this out with y'all.

utterance: All right.

utterance: They the purchase was made online. It was under my name, they said. And so they said I had to come with you guys to figure out how to protect my to protect my info.

utterance: All right, so this is what we're gonna do. We're gonna lock the card to protect against further fraudulent transaction. We're gonna investigate this transaction and we'll get back with you within a week.

utterance: A week?

utterance: It might be two weeks.

utterance: Oh come on!

utterance: is there anything else I can do for you?

utterance: Yeah. What's your name again?

utterance: You know what, it's fine. It's fine. I I I got it I wrote it down. I wrote it down. It's fine. OK. I'm keeping track of this. If this happens again, it's your ass. OK. so what are you gonna do? Are you gonna send me a new card?

utterance: we can we can send you a new card. We'll we'll send you a a new card. Would you would you like to close this account and open a new card with us?

utterance: Well it didn't help much last time. Are y'all just gonna freeze this one for now? Can I just take out some cash and y'all can just freeze this for now?

utterance: Yes. I can when when when would you like me to freeze it?

utterance: Freeze it just freeze it tonight can you can you set it up to be automatic?

utterance: Do you have to do it yourself?

utterance: We can we can schedule it.

utterance: To be automatic?

utterance: Yeah.

utterance: Great. I'm gonna take out some cash to make a few more purchases just just to last. we got this figured out just ten p.m. tonight, have them close it down. Just lock. Freeze it. Freeze it. Don't close my account. Freeze it. God!

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

utterance: you can find whoever did this and lock them up. Can you do that for me?

utterance: We'll do our best.

utterance: Yeah. Yeah. I'm sure while you I glad you'll do your best you haven't done your best at anything else today. all right, so ten p.m. that card's gonna freeze, right? It's gonna be a freeze. No one else can mess with it.

utterance: Yes sir.

utterance: Great. I'm a get cash out. I'm a just manage myself. No thanks to you. Bye!


utterance: Good afternoon and thank you for calling Intellibank this is Scott. How may I help you?

utterance: yeah I need to update my email address in my personal information on my account.

utterance: OK. I can certainly help you with that.

utterance: Let me get some Information from you first.

utterance: Sure.

utterance: can you give me your full name and your date of birth?

utterance: Sure. Crystal Humphrey. Ten twenty-three nineteen eighty-seven.

utterance: OK thank you Crystal very much. can I get your credit card number?

utterance: Sure. It is four four eight five nine nine five nine four four two five nine seven four three.

utterance: Alright. Thank you very much and for security purposes, I'm gonna ask you your security question. And that is what was the name of your first pet?

utterance: Shaggy.

utterance: Shaggy all right. Thank you very much Do you have your bank account number handy?

utterance: I sure do let's see, it is two four three five eight eight zero nine one six.

utterance: OK.

utterance: Oh. Oh. Hold on wait. I'm sorry I read that wrong let me correct that.

utterance: OK you're correcting your account number is that right?

utterance: Yes.

utterance: OK.

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

utterance: That's quite all right. Thank you very much.

utterance: All right. So let me ask you what type of information you're trying to update on your personal information profile?

utterance: just the email.

utterance: Your email address? OK. I see right here it's Shaggy one two three at Gmail dot com. Is that the one you'd like to update?

utterance: Yes.

utterance: OK. go ahead with the updated email address.

utterance: OK. The new one will be A B C one two three at Gmail dot com.

utterance: A B C one two three at Gmail dot com?

utterance: That's right.

utterance: OK. Well that is in there. You can expect that to take place in five to seven business days for it to go into effect. is there anything else I can help you out with today?

utterance: I do I need to close one of my saving accounts.

utterance: You'd like to close an account? OK I'm so sorry to see that you wanna close an account with us. Is there any reason specific reason why you'd like to close your account?

utterance: we have a couple open and this particular one just really we're not putting much into it so The residual amount we're just gonna transfer over to the checking and leave the other ones open.

utterance: OK. We can do that for you. Can I get the first and last name of the the primary on the account?

utterance: Sure. It's Crystal Humphrey.

utterance: And date of birth?

utterance: Ten twenty-three nineteen eighty-seven.

utterance: All right. And what's the credit card number associated with that account?

utterance: All right and the security question for that account is, what was the name of your first pet?

utterance: Shaggy.

utterance: All right, and the account number of the account that you're looking to close?

utterance: OK. That is gonna be seven six five one two three four five six seven.

utterance: All right and where would you like the this reminder amount to go to a checkings account or savings account?

utterance: Checking.

utterance: The checking account.

utterance: Yeah. Our primary checking account please.

utterance: All right. do you have the routing number for that account that you'd like those funds to be transferred to?

utterance: Yes. I sure do. OK. It is zero one two four three seven zero zero one.

utterance: OK. I see that here, and then last question is the deposit account number?

utterance: Yes. It is two four three five eight eight nine zero one six.

utterance: OK excellent. So I see that you are moving this these funds to the new account number. We have confirmed both. Please allow five to seven business days before it'll take place.

utterance: OK.

utterance: the account will be closed by October thirty-first So any time between now and then you can expect that account to close and you'll receive some information in the mail when that account actually closes for good.

utterance: OK.

utterance: after that time you won't be able to pull any funds out of that account anymore.

utterance: OK.

utterance: All right is there anything else that I can do for you before we end this conversation.

utterance: no thank you so much for your help.

utterance: You are so welcome and I appreciate you calling Intellibank today. I am Scott and I'm glad and happy to serve you if you have any other further questions you can call back.

utterance: OK. Thank you so much.


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

utterance: yes. I need to check my account balance of my checking account and also my savings account.

utterance: Absolutely. I can help you with that today. Can I have your first and last name, please?

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

utterance: All right. Thank you, Mr. Thomas. And your date of birth?

utterance: May twelfth, nineteen sixty.

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

utterance: Eight zero, one one.

utterance: Thank you. And to verify your identity, if you can just answer this security question for me. What was the name of your first pet?

utterance: Rocky.

utterance: Thank you, Mr. Thomas. I have verified your information. I've got your account pulled up in front of me. now you were wanting to check the account balance for your checking account? Was that correct?

utterance: My checking and also my savings account.

utterance: Absolutely. I can do that. go ahead and pull up your checking account first if that's OK. Can I have the account number that's on that account, please?

utterance: seven three zero, six nine five six eight, two nine. four.

utterance: All right. Thank you, Mr. Thomas. I'm gonna read that back to you just to make sure I got the right one. is that seven three zero, six nine five, six eight, two nine four?

utterance: Yes, that's correct.

utterance: All right. I do see that as of today, you have an available balance of one thousand fifty-six dollars and thirty-six cents.

utterance: OK.

utterance: All right. And then you also wanted to check the balance of your savings account? Is that correct?

utterance: Yes.

utterance: All right. And can I get the number on the savings account, please?

utterance: Eight six nine one seven six, four six zero, one two three.

utterance: All right. And that was eight six nine, one seven six, four six, zero, one two three. Is that correct?

utterance: That is correct.

utterance: All right, thank you for verifying that for me, Mr. Thomas. And I've got your savings account pulled up now. And it appears that you have an available balance in that account of three thousand ninety-six dollars and twelve cents.

utterance: OK, that's great.

utterance: Yes, sir. would you like me to help get you set up with online banking today, so that you can check this for your own convenience in the future?

utterance: yes, I've been thinking about doing that. is it secure?

utterance: yes sir. We use the above the federally required security measures that have to be in place for banking transactions, so I can assure you that all of your online banking information is very secure.

utterance: OK. And I would just log on to the Intellibank website?

utterance: Yes, sir. That is correct. You'll just go to Intellibank dot com. And on the home page there, there will be a place for you to log in. And once we get you set up with an account name and password, you'll just enter those details there. And it will then have you verify your identity with a one time code you can have either emailed to you or called or text to the phone of your choice.

utterance: OK, that sounds great. can you set me up today?

utterance: I certainly can do that, Mr. Thomas. let me pull up that screen one moment.

utterance: Have you been having a good day so far?

utterance: yes. My day has been going pretty well. I'm actually almost done with my day, so it's pretty good.

utterance: All right.

utterance: I agree. All right. I've got that page pulled up here. And lemme go ahead and generate your details for you. do you have a preferred username you would like to use or would you rather I provide one?

utterance: how about D Thomas one two three for my username?

utterance: All right, sir. I can certainly do that. D Thomas one two three. That's D T H O M A S, and then the numbers one two three? Is that correct?

utterance: That's correct.

utterance: All right, and then for security, I will set up a temporary one time use password for you. when you log in if you'll just use this as the password, it will then immediately prompt you to create your own password, sir. That way there's no security issues.

utterance: OK. let me grab something to write with.

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

utterance: OK, I'm ready.

utterance: All right, sir. The temporary password is going to be capital F, one six I G L.

utterance: OK. I've written that down.

utterance: All right, sir. And if you have any issues logging on, don't hesitate to go ahead and give us a call back here and we can help you with that.

utterance: All right. And you said your name was Steven?

utterance: Yes, sir. My name is Steven.

utterance: OK. Well, you've been a big help today.

utterance: Well, I do appreciate that Mr. Thomas. And once we disconnect here, there will be a brief survey you can fill out if you would like. let us know how we did today and how we can better service you in the future.

utterance: OK. Well, I appreciate it.

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

utterance: I don't believe so.

utterance: All right, well you have a absolutely fantastic rest of your day. And thank you for calling Intellibank.

utterance: All right. Thank you.


utterance: Hi. Thanks for calling Intellibank. My name is Christine. What can I do for you this fine afternoon?

utterance: Hi, Christine. My name's Sal Rosenburg. I've got a problem here. Excuse me.

utterance: I've lost seem to have lost my debit card. And I really need it. I'm I'm traveling right now and I need it my card pretty badly.

utterance: OK. Well I can certainly help you with reporting that and getting a new one on the way. I just need to verify a few pieces of information. Can you spell your last name for me Mr. Rosenburg?

utterance: R O S E N B U R G.

utterance: OK. And your date of birth?

utterance: eight five sixty-three.

utterance: Do you have a driver's license number?

utterance: sure. Just one second. Have to get it out of my wallet.

utterance: Mm. It's no problem.

utterance: And it's snowing here in Texas. These people don't know what they're doing.

utterance: Snow in Texas.

utterance: Yes.

utterance: Wow!

utterance: Not a person on the street. They got everything shut down.

utterance: OK. Yeah, so it's a it's a Texas driver's license. seven six three three two one four four six three.

utterance: OK. I've got a security question on the account. what was the name of the street that you grew up on?

utterance: It was Smith Avenue.

utterance: Smith Avenue.

utterance: That's correct. OK. So what is the credit card number that you would like to report lost?

utterance: Oh, goodness.

utterance: It's Can you hold on? I've gotta go to my office and see if it's in there. I don't have the card's missing so I don't have the card.

utterance: So, yes. Give me one second. I'll go see if I have it written down.

utterance: OK. OK. I can hold. Sure.

utterance: Yeah, OK. Are you there.

utterance: I'm here, yep.

utterance: All right, it's it's debit card number two five one four six three two five seven nine six eight four four one.

utterance: Eight four four one.

utterance: Excuse me.

utterance: OK.

utterance: What date did you lose the card?

utterance: I'd I lost it yesterday. Sorry. Yes, yes, yesterday.

utterance: OK. And where did you make your last or most recent transaction?

utterance: Let see. My most recent transaction. It was it was that place down on the corner. They that's next to the place that sells the donuts. I don't know what the name of it is. It's.

utterance: Is that in Texas?

utterance: Yes it is in Texas.

utterance: What's the yeah, where what city in Texas is that in?

utterance: It's Austin, Texas.

utterance: Oh, Austin. I see.

utterance: It might've been Houston.

utterance: OK.

utterance: OK. what kind of a store was it?

utterance: it was a cowboy store. I I do rodeos.

utterance: Rodeo rodeo store. OK. Cowboy rodeo store in Austin, Texas. That'll probably suffice. What was the amount of the transaction that you last remember making?

utterance: Well it was for some chaps. And it was oh I don't know. They're about three hundred dollar chaps. Somewhere in there. It's close to that.

utterance: OK.

utterance: OK, so I've got this report in. And I'm just gonna cancel your card now. And your card takes. It should cancel right away. It should be an immediate cancel. So you won't be able to use that card number anymore.

utterance: And your new card I would like to re-issue.

utterance: Oh.

utterance: What address would you like me to send it to.

utterance: the the address you have on file there is is good.

utterance: That's the two forty-one Rosary Avenue.

utterance: Yes. That's the one.

utterance: OK

utterance: Oh, look. My kitty's getting in the toilet.

utterance: Oh.

utterance: I taught my kitty to use the toilet and it it it even flushes.

utterance: Really!

utterance: Yes, it yes. It's an awesome kitty.

utterance: Now that is amazing!

utterance: Yeah.

utterance: All right.

utterance: Well, I really want one of those.

utterance: I You know I think I think it might've been I think it might've been that that sheep that ate my license. I was riding sheep yesterday. And they call it little they. Yeah, I ride sheep.

utterance: OK, I that sounds fun. But if the sheep ate your license that's no big deal because then at least nobody would be using it behind your back.

utterance: sheep.

utterance: Yes, but it's gonna make that sheep very sick.

utterance: Yes, it it probably could make that sheep very sick.

utterance: Won't feel very well.

utterance: Well, at least you won't have to retrieve it. OK, so the new card is going to be.

utterance: Sorry. The new card is going to be delivered within twenty-four to forty-eight hours at your address. I expedited it for you just so it would get there ASAP.

utterance: And when you do get it, you'll have to call the number on the back of the card to start active to activate the card. Yes, thank you. Activate.

utterance: is there anything else I can do for you today?

utterance: No. I I think. Actually, did you say that was gonna go to my address that you have on file there?

utterance: Yes.

utterance: Is there anyway I can change that and get it sent to my grandmother's house?

utterance: Absolutely. Absolutely. What is the address you'd like me to sent it to?

utterance: It's two forty-three West Aston Street.

utterance: And that's in Houma, Louisiana.

utterance: Louisiana. OK. A ZIP code?

utterance: I'm not sure of the ZIP code. I I'll have to get back to you on that. It's it's way way down in the bayou. So tell your delivery guy he needs to bring a gun cuz there's lots of gators back there.

utterance: I will put a note on your account. I don't know that he'll get it but hopefully it will be somebody local and they will know how to handle that. But I do unfortunately need a ZIP code in order to mail it.

utterance: Do. I mean you don't have it anywhere?

utterance: Bummer.

utterance: Yeah.

utterance: Yeah. It's it's three six five eight four.

utterance: Oh. Three six five eight four. K. OK. Is there anything else I can do for you, Mr. Rosenburg?

utterance: Nope. I don't think so.

utterance: Wonderful. If you need anything else feel free to give us a call back.

utterance: Thanks for calling Intellibank. Have a great day.

utterance: Thanks very much. I'm gonna go hump a sheep.


utterance: Hi. Thank you for calling Intel Bank. How may I help you?

utterance: Hi yes, my name is Marie Johnson and I'm just calling to get some more information about depositing my check.

utterance: Hi Marie Johnson, I'll be gladly able to assist you with that. May I please have some information to go into your account. This will just make sure I'm talking to the correct person before I go into your file.

utterance: Of course.

utterance: May I please start off with your

utterance: you may either provide your social security number, your account number

utterance: and your social security number the last four digits along with your birthday.

utterance: You just tell me which number works best for you.

utterance: I think I'm gonna go ahead and give you the last four of my social if possible and my address.

utterance: And if you can that's fine you can also provide your address but I'll also need your date of birth please.

utterance: OK I'm sorry yes. I'll provide my date of birth cuz I can't find my account number. I'm sorry.

utterance: It's OK. It's confusing. It's a lot of numbers to to remember by heart. That's not a problem. I'll go ahead and start out with your your date of birth please.

utterance: Perfect, it's May twenty-five nineteen ninety-eight.

utterance: OK and may I please have your

utterance: Your last four digits of your social please.

utterance: Of course, twelve twenty-five.

utterance: OK. and can you please verify your street address please?

utterance: Of course,

utterance: Forty-seven sixty Chariot Circle Greenacres, Florida three three four six three.

utterance: OK.

utterance: not a problem.

utterance: OK, Mrs. Johnson. I see that there are four local branches near your address and what exactly services are you looking for today?

utterance: To deposit my check.

utterance: OK well there's a few options that I can provide for you.

utterance: The nearest branch is about ten minutes away from your home address

utterance: and I you can either go to that branch. Or you can also actually if you have the check in your possession, we have services that's online with our online banking

utterance: and you are able to take a picture of your check and that will deposit it. But you'll probably wait between three to five business days for the check to clear.

utterance: do you have an option of what you'd like to do?

utterance: Yes only because I need the money as soon as possible, I think I might just walk into the bank that's closest to my location.

utterance: OK that's great as well.

utterance: I will suggest that you definitely bring an ID especially just so they can verify who you are. And if you have also any debit card or any ATM card

utterance: please bring that with you, that way there'll be no issues and you can quickly deposit your check.

utterance: and they'll be gladly to assist you with that.

utterance: Perfect, sounds great.

utterance: And also I'm not sure if you would like to know our store our business hours at our location at the bank that is ten minutes away from your home, it's from

utterance: nine to five Monday through Friday. Saturday we're open from twelve to five and on Sunday's we're not open.

utterance: Our ATM services are for our inside of our branch is twenty-four hours,

utterance: but you will need to have a debit card to access the building.

utterance: Our drive-through for the ATM is also twenty-four hours, it just like some people like to go inside

utterance: and depending how busy we are during that

utterance: specific time you come to our branch we have two different areas for you to access the ATM, which is inside or outside the bank. Which you can just stay inside your car and drive through a drive-through

utterance: or if you wanna take a little stretch and walk out your car, you may do so as well. But please have your debit card in hand in order to access our building if you would like to go inside to use the ATM.

utterance: Perfect, thank you so much.

utterance: Not a problem. Is there anything else I can help you with today?

utterance: Yes I had a concern, by chance is there a monthly fee and if so, how can I avoid it?

utterance: I'm glad you ask that question. most banks charge fees monthly fees for their basic checking and savings account

utterance: at our bank we do not offer savings accounts or investments account, we just have checking. And in order to avoid the mainly service fee you would need to have an excess of at least two fifty two hundred and fifty dollars directed into your account from a direct deposit every month.

utterance: And so a minimum balance needed for that account, for the account that you have with us would need to stay around fifteen hundred. Do you think you'd be able to do that?

utterance: Yes.

utterance: OK, that sounds great.

utterance: When you come into our branch we have services that will actually have you sit down with a banking staff

utterance: and they'll definitely go over ever services that you would like to have. so we do do the if you were we asking about. We do offer ATMs as you were just in case if you want different options as far as coming into the bank. Or outside the bank especially now with the times with COVID. some people don't really wanna to go inside different stores or different

utterance: just any you know go face to face with anyone. So we do offer those and as well as

utterance: When you do go into the bank, please ask the banking manager or the banking customer services representative that will be assisting you, to please ask how you can also set up your online banking, so that you also have that have your banking information right in your phone and all you can do is log in. So if you do wanna check your balance instead of calling our customer service line, you may also just you know just type in WWW dot com and look for Intel Banking and you can just go ahead and set that up.

utterance: If you have any issues setting it up, I'm sure one of the banking representative at our location will gladly assist you with that and if you have any other questions, there's definitely different services that our branches offer. There like I said, we don't offer any sort of investments but we do have checking. And you can also, you know, set up any direct deposit with your job things of that nature. And if you have any other services or questions, I'm sure somebody at the branch will definitely help you. If I can help you with anything else, please let me know. Is there anything that you might need help with again or at all?

utterance: Nope, everything seems great.

utterance: Oh great, I'm so glad I was able to assist you today Mrs. Johnson and please if you have any questions please give don't you know feel free to give us a call back and we'll gladly assist you. And I hope you have a great day.

utterance: Thank you so much, everything was great.

utterance: You take care. Bye bye.

utterance: Have a great day.

utterance: Bye.

utterance: Bye.


utterance: Hello thank you for calling bank, how can we help you today?

utterance: yeah I need some information I need to find an ATM I moved again, moving too much all the time but you guys still have branches near me so I kept your bank so I need information, shouldn't take too long.

utterance: OK yes sir we'll be more than happy to help you do that could you please clarify a little bit of information for me first? I would like to have your date of birth and your address please.

utterance: Date of birth, yeah, yeah nine ten two thousand and my address is five fifty-six, butter tree cup now now that's a that's a new address do you have do you you might have seven seven bridge Is that the one you have?

utterance: Yes sir that is the one I have right now.

utterance: OK well I'll need to change that one to five fifty-six are you ready?

utterance: Yes, yes sir.

utterance: five fifty-six butter tree cup road.

utterance: OK.

utterance: Then West Virginia five two, two two two.

utterance: OK. Thank you sir for that information, and could you please clarify your your your your account number so I could verify that for the security.

utterance: Yeah my name's Randy Whitaker seven one nine, eight six oh, two two two.

utterance: OK, thank very much for that sir OK what, what state are you calling from again?

utterance: I'm in West Virginia I'm not, I'm in I'm in I'm in the state.

utterance: OK and you said you were looking at finding an ATM?

utterance: Yeah I I need I need ATM I need I want to know what kind of ATM cuz there are so many different ones and I have a lotta cash at hand with my job sometimes so I just had to had to question, where is the closest one from butter tree cup?

utterance: OK. OK.

utterance: OK sir and the city again?

utterance: I'm in the southern part of the State within Van. It's in Boone county.

utterance: Oh, OK. Yes.

utterance: Yes sir. Let's see.

utterance: Yeah.

utterance: Logan. Wait, maybe Logan .

utterance: Hold on just a second and I will get some some things on the map one second please.

utterance: All right.

utterance: OK let's see OK what you wanna do is hit the Walmart there that's about three miles away from Yes that would be the exact one and affiliates of ours and their ATM is twenty-four hours.

utterance: tree plaza?

utterance: Oh that's great. That's so .

utterance: and they also have like the checkless deposit and you know also do you you can access the account even if you don't have your account information cuz they're gonna have your driver's license. Yes, yes sir as long as you have.

utterance: Oh, so it's an it's an I.

utterance: It's an ITM?

utterance: You hit that button and the person shows up?

utterance: As long as you have your ID Yes sir and Yeah.

utterance: Show them my ID? OK.

utterance: That's good.

utterance: Are they open twenty-four hours?

utterance: Yes.

utterance: They are, they are open as long as the Walmart's open.

utterance: Someone may have been.

utterance: Thought they'd close early cuz of that cordova virus thing going on.

utterance: And there's a couple more that are located in that vicinity about three miles away from that is a grocery store called grants and they also have one.

utterance: They're way, they're overpriced I'll tell you.

utterance: Yes I don't know about that but I do know that the ATM is accessible it's there the door twenty-four hours you can access the ATM but you wanna be careful of any affiliate that is not our affiliate you will be charged a fee to use their ATM services.

utterance: You mean yours is free but anywhere else it costs? OK, cool. That's usually that's usually standard. I had I had a bank years ago, they charged you for using their own. I was like what?

utterance: Yes. Yes, sir. Yes, sir.

utterance: Oh, my.

utterance: That's, that's crazy.

utterance: That's about dumb Hey do you, do I have to wear a mask if I come into your facility? I got both corona shots.

utterance: Sorry right now.

utterance: Yeah right now we are suggesting that you do wear a mask, it's not mandatory but we do suggest that for your own protection.

utterance: Yeah we suggest that you do wear a mask when you come into our facility let's see.

utterance: If I had worn a mask to your facility two years ago I'd get tackled and arrested.

utterance: guess so

utterance: also can I do cash deposits?

utterance: Yes you sure can.

utterance: Oh sweet that's great.

utterance: And there is a daily withdrawal balance you have to follow also your daily withdrawal is five hundred.

utterance: Oh you mean my limit?

utterance: Yes your limit.

utterance: OK OK.

utterance: It's five hundred so Yes sir you sure can. I can help you do that right now.

utterance: Can I bump that up to a thousand?

utterance: OK .

utterance: OK sir OK you're good to go, you're all set with that, we've bumped you up to a thousand dollar limit and let's see where is it? Are you available with our online services that you can access twenty-four hours a day?

utterance: Yeah I just don't have my internet hooked up at the new place yet. well I do have it on my phone now.

utterance: OK.

utterance: But to get internet service when I'm living soon .

utterance: It's bank, bank dot com. Is the website and you want to go on there and put in your information and you'll be able to access anything you need twenty-four hours a day is there anything else I can help you with today?

utterance: is any other ATMs around that area? that the only one?

utterance: those are the two closest in your area that's close to where you are there, there's one about six miles away going north that it's up to you I feel like it'll be for you.

utterance: All right can I if I open up a savings account I can withdraw like transfer money from my checking Cool, cool.

utterance: Yes. You sure can, sir. You sure can.

utterance: You just follow the prompts and it will instruct you on how to do that and but you if you have any problems or any questions don't hesitate to call back and we'll be more than happy to help you.

utterance: the ATM lady just show her my ID and put it up to the screen or something?

utterance: Yes. Yes, she comes on then she comes she comes on she comes on the line and she will verify your information and then you can work with her on further pushing your money through where it needs to go.

utterance: And then she wants you.

utterance: What's your hours at your lobby?

utterance: we are nine to six. daily, Monday to Friday Saturdays we are nine to four.

utterance: What about Saturday?

utterance: OK.

utterance: Mhm.

utterance: Do you guys do small business loans by chance?

utterance: Yes we do.

utterance: What's your interest rate?

utterance: right now we're at three point one percent.

utterance: Wow Hey that's pretty cool. I'll this week .

utterance: Yes sir sounds great is there anything I can anything else I can help you with?

utterance: I guess that's about it.

utterance: well thank you for being a loyal customer to bank and thank you for calling.

utterance: Hey no problem appreciate it.

utterance: Bye bye now.

utterance: Bye.


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

utterance: I thought you guys were Intellibank?

utterance: We are Intellibank.

utterance: All right fine. I think I lost my credit card.

utterance: OK.

utterance: So I don't really know what to do about that. I'm just worried about my money getting used. so I want to get the money out of my credit card and put it in another bank so that if it is lost and someone tries to use it there is no credit available to use. Does that make sense?

utterance: All right yes I can help you with that. so if you want to report your card lost what we will do is take your information down and then we'll close the account so there would be no more purchases available so you wouldn't have to take that remaining credit line and transfer it anyway. But first can I get your credit card number please?

utterance: OK.

utterance: Yeah it's.

utterance: Five two eight one three seven six five four two zero nine zero two zero eight the expiration date is ten twenty-five. The three digit code is three seven four.

utterance: OK. Thank you for that. And can I get your name please?

utterance: Yeah it's Karen Huxley. Not Huxtable. Huxley.

utterance: OK. Thank you Karen.

utterance: I am not with the Cosby's.

utterance: Gotcha. can I get your date of birth please?

utterance: Ugh it's two eighteen nineteen-eighty two. I'm I'm I'm getting kinda up there. I'd rather not talk about it.

utterance: Hi an I can understand that. OK I need a few more information for your security. You authenticating ID which would be your your drivers license please?

utterance: Yeah that is six six one seven five four two O R for Oregon coz that's where I am. I don't know where you're located but I'm looking out the window right now and it is pouring and who knows maybe it'll start raining and who know or snowing maybe it'll be ninety degrees by four o'clock this evening. I don't even know coz Oregon is bipolar. I .

utterance: Oregon is actually we're located in the Portland area. So yeah.

utterance: Oh, well I am

utterance: Sorry.

utterance: Well I heard that it's it might be might rain later today but maybe we'll get a little bit of sunshine before then.

utterance: Yeah I dunno. I hate it all. Maybe I'll move to Arizona.

utterance: Then you get a bunch of sun. OK.

utterance: Then I get wrinkly.

utterance: Can I get your security question please? It looks like you're maiden name.

utterance: Oh yes I am Karen Smart as my maiden name because you know what I am smart. Not smart to live in Oregon, though. I'll be smart when I move to Arizona.

utterance: Very nice.

utterance: I don't think you can get a better maiden name than smart.

utterance: I know right? I'm amazing.

utterance: Mhm.

utterance: OK let's see here you wanted to report a lost card. Do you remember the last transaction? The business name?

utterance: Yes so I was in Gresham and I went to a Taco Truck. I don't remember what the name is. I wanna say Don Pepe. Or.

utterance: OK.

utterance: Don Juan. I don't know but it was for I wanna say eight dollars. I got four tacos and they were about two dollars each. I was really hungry and I was just craving some carnita tacos.

utterance: OK.

utterance: Oh those cantos can be delicious. OK so OK so I do see October fifth. There was a purchase at a food cart and it was eight dollars and ninety nine cents.

utterance: Oh that's right. Yup. Asked for extra onions coz I my husband was away on business that night so I was not worried about onion breath.

utterance: Gotcha. OK so let's see here. So the good news is that no one has used your account.

utterance: Oh Thank the Lord.

utterance: so what I will do right now is I will close this account. And issue you out a new a new credit card. Can I get the mailing address to send this to?

utterance: Yes it's one eight six nine South Sixty Ninth Street. let's see Gladstone Oregon nine seven two zero seven.

utterance: Great! OK so this will this new credit card for you will go out in about three to five business days.

utterance: Oh that long?

utterance: Mhm it does it does take a a little while. But the good news is no one else can use this account as of now.

utterance: And.

utterance: OK, but I still wanna transfer the funds because I still need the money. Did you already close it? Because I. I want can I get that money or since it's closed or is that all locked up?

utterance: Yes.

utterance: That that account is closed but the new account that the system has generated for you the it does still have a remaining line of credit of three hundred dollars. Did you want to do a wire transfer of that?

utterance: Yeah, let's transfer it just so I have those funds and then I'll pay off the card when I get the new card.

utterance: Mhm.

utterance: OK, great, and is this a domestic or international account?

utterance: Yes my bank is U S bank. But it's. It's based in Arizona. I'm like I said, wanna move there. Already got the bank there. So I don't know if you can do that since it's out of state.

utterance: OK.

utterance: Yes. Yes I can. I just need the routing number and account number you want the funds deposited in. Can I get your routing number please?

utterance: Yes it's one five six three two five nine eight one.

utterance: Great! And the account number to deposit?

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

utterance: OK, excellent. OK and this deposit will be made immediately. well.

utterance: And when.

utterance: When will I have my funds?

utterance: You will have them by the end of business day today.

utterance: I can't have it right now?

utterance: no. The wire transfers normally occur at about two p.m. everyday.

utterance: You know if I was in Arizona I'd probably have it right away but whatever.

utterance: well this is. This is for all banks. Two p.m. is the cut off.

utterance: Well I'm sure Arizona will make good exception for me.

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

utterance: unless you know a good moving company, no. I'm good. Thank you.

utterance: OK great. Well you have a good day and thanks for using Intellibank.

utterance: Mm yeah.


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

utterance: Yeah, I need to check my balance on my account. But I need to find an ATM and I have not lived here long and I have no idea where I can find one. Downtown Portland. Do you have those addresses?

utterance: That's something I'd be happy to help you with, yes. Can I first get your account number, please?

utterance: Yeah. It's one seven nine four five three zero zero.

utterance: Thank you. And your name?

utterance: My name is Karen Hucksley.

utterance: All right, Karen. And for security reasons, can I get your date of birth, please?

utterance: Yeah. It's two eighteen ninety two.

utterance: OK, thank you. And so you said you were looking for an ATM in Portland?

utterance: Is that Portland, Oregon?

utterance: Yeah.

utterance: Yeah. Portland Oregon like downtown past Foster.

utterance: Milwaukee, I guess.

utterance: OK. All right. would you happen to have a street address near where you would like to find an ATM? I can search that way .

utterance: Yeah. I I need to be over by Morrison or Broadway, in between there.

utterance: downtown Portland, does that help?

utterance: Yeah. That that that does help. Let me type in this information.

utterance: OK. Let's see here. Morrison. In Portland, Oregon. OK. I am pulling up a couple of ATMs that are available in that area. one is on Broadway. Would you like that address?

utterance: yeah. And and when I get to the ATM , how much can I use how much can I take out for the what is it Money or money removal? Is that.

utterance: The with~

utterance: Oh a cash withdrawal?

utterance: Yeah. Yeah yeah yeah.

utterance: OK. Cash withdrawal. Yes, that's a good question. So there is a five hundred dollar limit on Intellibanks ATMs So the ATM on Broadway The most that you can take out daily would be five hundred dollars in cash.

utterance: OK. And and what about putting putting money in, like cash? How How many deposits can I do total or how much can be on each deposit kind of thing?

utterance: OK. So cash deposits you can make unlimited cash deposits at an Intellibank ATM there is a seventy two bills. So you wouldn't be able to deposit more than seventy two bills. So if you had seventy two one dollars bills, that would be the limit. If you had seventy two one hundred dollar bills, that would be the limit. per each

utterance: Seventy-two one hundred dollar bills? Good Lord, who has that kind of cash to just laying around?

utterance: Deposit.

utterance: Well I I agree with you.

utterance: Mylanta. I wanna know what job that takes to have seventy two one hundred dollar bills laying around.

utterance: I can barley find seventy two one dollar bills.

utterance: I I know. That's how it feels sometimes, doesn't it?

utterance: Yeah. That's. that lucky bastard.

utterance: Well let's see here. So did you want me to give you the ATM on Broadway? That address? In order to make a a deposit. That's what you wanted to do, a cash deposit?

utterance: Yeah let's Is there one near that? Like closer? On on Morrison?

utterance: Let me look here.

utterance: Morrison, Portland, Oregon. Do you have a street address?

utterance: Morrison looks like a

utterance: Yeah, so it's it's like one eight six nine. I think it's sixty ninth street over by there.

utterance: Sixty ninth by Morrison. Sixty ninth and Yes. We do have actually it's not an ATM that's owned by Intellibank. It's owned by America's US Bank.

utterance: But I don't have America's US. I have Intellibye bye. How am I supposed to go to that kind of AMT. ATM thing?

utterance: Well you could still use use the ATM at America's US Bank on Morrison. there is a three hundred dollar limit on cash withdrawals from ATMs that are not operated.

utterance: I don't think I even have three hundred dollars in my account. So I am not too worried.

utterance: Fully.

utterance: OK.

utterance: And but did you want to deposit money?

utterance: Yeah, I do. But I'm not taking it back out so.

utterance: OK. Well then you could use the America's US Bank ATM. on Morrison. Would you like that address?

utterance: Yeah. Let's let's have it.

utterance: OK. That is six nine seven two, Morrison Boulevard. In Portland, Oregon.

utterance: Nine seven two oh two.

utterance: Now is this a drive up one or is this a walk up one and do you know the weather for tomorrow? Because I'm visiting and I just I don't even know what to expect with this state. I swear I stepped off the plane and it was raining and then twenty minutes later I was burning up and then thirty minutes later it felt like it was gonna start snowing. I swear. I don't even know what to expect. What do you suggest?

utterance: I. Well I've heard. Well I'm not actually in Portland Oregon but I have heard that the weather can be kind of volatile there. I don't know what the weather report for Portland tomorrow is. But I can tell you the answer to your question about this ATM is it is a drive up ATM.

utterance: OK. Well, weather doesn't help me but I do appreciate the drive up. I think yeah I think I got all the answers. Oh wait hold on I hold on. Yep, nope you answered all my questions. Thank you so much.

utterance: OK. Well you're very welcome and you have a nice day.

utterance: You too.


utterance: Hi, thanks for calling Intellibank this is Gale. How may I help?

utterance: Hi there, I'm trying to get a balance to my checking account.

utterance: I can help you with that, who am I speaking with?

utterance: My name is Justin. Kramer.

utterance: OK Justin and I just need a little bit more information. Is this the a checking or savings account you want information about?

utterance: I think that I'm gonna want both but right now it's a checking account.

utterance: OK, and what is your checking account number?

utterance: OK you ready?

utterance: Yes.

utterance: OK it's three five zero two and then then there's a space but then it's six one nine nine and then it's six zero two eight. Did did you get that?

utterance: Yes I did. Thank you very much Justin and what is I have to ask a security question here.

utterance: OK.

utterance: What is the name of your first pet?

utterance: That was my dog, it was Charlie.

utterance: Great and if you wanna hold on just a second I can get you that balance.

utterance: Oh that'd be great. Thanks so much.

utterance: Justin?

utterance: Oh hi yup.

utterance: OK I have that balance for you. Are you ready?

utterance: Oh yeah Oh hold on a sec. I'm getting I'm get my pen I'm sorry. OK. Hi I'm ready now.

utterance: OK fourteen thousand.

utterance: Seven hundred eight dollars.

utterance: Oh perfect that that matches it can is it possible to do my credit card, what I owe my credit card too right now or do I have to call back?

utterance: No you can do that right now. your credit card is with Intellibank, is that correct?

utterance: OK.

utterance: yep. Yep. Yep.

utterance: OK, great. OK, hold on just a second here. OK what is your credit card number?

utterance: OK it's more numbers.

utterance: I just need the last four digits.

utterance: Oh really? It's six zero four zero.

utterance: OK, I have it right here and what is the last three digits in the back?

utterance: On the back of the card?

utterance: Yes.

utterance: let me see. Oh right here where the signature is? it's one one six.

utterance: Great, thanks. OK. and I see that the balance here is forty two dollars and sixty cents.

utterance: Oh perfect all right that's that's good that didn't yeah that'd be great I appreciate that. You know like if I last time I called I I I've been calling every time I have to check the account balance but it's I just don't like I have to find your number and everything, so I was wondering is is there anyway I can check online?

utterance: Yes I can help you with that. Do you already have online banking set up?

utterance: OK.

utterance: I don't I you know I'm not sure I I don't I don't know.

utterance: I.

utterance: Are you at a computer right now?

utterance: I.

utterance: Yeah, I'm I'm at my computer.

utterance: OK, great I can if I want you to go to Intellibank I N T I T I L L I B A N K.

utterance: OK hold on a sec.

utterance: Dot com.

utterance: OK and oh it's just the name of the bank. OK I got the all right I'm all right it's loaded I see that.

utterance: OK do you see on the right hand corner where there's two options either to sign in or set up account?

utterance: Yeah I can I see that on the right yup.

utterance: OK click on set up account.

utterance: all right Oh OK.

utterance: And when that page loads, let me know.

utterance: OK I it's mostly oh now it's loaded yup.

utterance: OK there's a series of questions that you need to answer. Your name.

utterance: OK.

utterance: And your bank account number.

utterance: Yup.

utterance: it will ask you for a password that you'll keep, so when you set up next time you'll need the password and your email address. It will ask you your email address.

utterance: OK, and so the password do you give me the password?

utterance: No it's you pick it, it's a six digit number that'll you'll have to remember because that's how you'll get in each time.

utterance: Oh OK all right I can do that.

utterance: OK. OK, and it says checking or savings and and the account number you'll put in that. Once you have that all set up then you will click on set up account and you'll be good to go after that with and next time you'll click sign in you'll give the information it asks for, so any information you put down that like your password you'll need to record that. Do you have any other questions about this?

utterance: I

utterance: No this is great cause now I'm gonna have to keep bothering you every time we need that balance. No this is great. I really appreciate your help.

utterance: Great OK, and if you have do I did I answer all your questions today?

utterance: Yes, I think I think you did. If not I could call back, I'm kinda used to that.

utterance: OK, again my name is Gale. Thank you for calling Intellibank and have a great day.

utterance: OK, thank you bye bye.

utterance: Bye bye.


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

utterance: Well, I'm calling to check my balance. I'm currently on vacation in Saint Louis. The weather has been really nice here by the way. I'm having a good trip. But anyway, I need to check my balance. And I also need to find a branch so I can deposit some money.

utterance: OK, great. Well, I'm glad you're enjoying your trip. That's wonderful. If you don't mind if I could get your name?

utterance: My name is Julie Williams.

utterance: Julie Williams, thank you so much. And if I could get your date of birth, please?

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

utterance: OK, thank you. And if I could also get the last four of your social security number?

utterance: Eight six one six. Oh, wait wait wait. I'm sorry. I said that wrong. It's eight eight, one six.

utterance: OK.

utterance: Thank you. No problem. And if I could, one more question. If you could verify the street that you grew up on.

utterance: Buckingham.

utterance: OK, thank you so much. And you were inquiring about your balance. Is that on your checking or savings account?

utterance: Mm, my checking account.

utterance: OK, great. Huh, let's see. If you could just verify that account number for me really quick?

utterance: OK, hang on. I gotta I gotta look for it. OK, here's my checks. now which number is it at the bottom of the check for the account number? Is it the first number or the second number?

utterance: Mhm.

utterance: It would be the second number on your check.

utterance: OK, it's one five zero, one zero six eight five.

utterance: OK, great. Thank you so much. I am currently showing a balance in that account of five hundred forty-seven dollars and seventy-five cents.

utterance: Oh, OK. That's good. That's more than I thought.

utterance: OK, great. And you said you were looking for a location near you, and I'm. You said you were in Saint Louis. Is that Missouri?

utterance: That is correct. That is Missouri.

utterance: OK.

utterance: Great. Do you have. Do you know the address where you are right now?

utterance: The address where I am right now is one eight two Biscayne Way.

utterance: OK, great. If you could give me just a moment, I'll be happy to look up a couple locations for you.

utterance: Thank you.

utterance: OK, I'm showing there's a location at fifty-seven forty-one Lapeer Street which is very close to the location you are now.

utterance: OK.

utterance: There's another location at two eight seven Constitution Boulevard and that's also somewhat close to you. These are all within two to three miles away from each other. And there is a third location at fifty-seven twenty-one George Avenue.

utterance: Oh, OK.

utterance: do you use MapQuest by any chance?

utterance: yeah. I usually use Google Maps.

utterance: Oh, OK. Great. so that hopefully, that'll help you find those locations since you are on vacation and may not know the area very well.

utterance: Oh, that's good. That's good. Yeah, I need to just deposit some money into my account.

utterance: OK, are you depositing a check?

utterance: it's cash.

utterance: Oh, OK. if you were depositing a check, I was gonna suggest using our online banking cuz you can easily make mobile deposits through our online banking service.

utterance: Oh, really.

utterance: Absolutely. You can you can deposit checks, you can pay bills online, you can check your balances, you can make transfers between your accounts. And all of those services are free.

utterance: Wow. That's awesome. Oh, you know what? I actually, I forgot to do something. There was one other thing I needed to do and that was to update my personal information, my phone number.

utterance: OK, great Julie. I can certainly help you with that. Did you wanna go ahead and give me that new number?

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

utterance: OK, great. Lemme make sure I have that correct. Five one seven, five eight six three three four nine. Is that correct?

utterance: That is correct.

utterance: All right, I have gone ahead and updated that information for you. Is there anything else I can help you with today, Julie?

utterance: Well, actually since I'm on vacation, I'm kinda curious what the weather's like down there in Florida?

utterance: Oh, the weather here is beautiful. It's starting to fall into that fall, not quite so hot. So, definitely. And and the weather there is good for you while you're on vacation?

utterance: Oh, it's been beautiful ever since I've been here. It's been it's been in the eighties and nice and dry. It's been really nice.

utterance: Oh, that's wonderful. Well, I certainly hope you enjoy your vacation.

utterance: Oh, well, thank you. I'm having a really good time.

utterance: Yeah. OK, great. Well, thank you so much for calling the bank today Julie.

utterance: OK. I will talk to you soon I guess. If I have any questions, I'll call.

utterance: OK. Thank you, Julie. Bye bye now.

utterance: OK.

utterance: Bye.


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

utterance: Hi Rose, how are you doing today?

utterance: I'm doing great, thank you so much for asking.

utterance: That's wonderful. My name is Kim. I have a question about my bank account. I was wondering if you could help me.

utterance: Sure, I can definitely take a look at your account for you. I'll have to ask you a few questions, of course. get some information so we can get into your account. I know you said your name is Kim. what's your last name?

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

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

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

utterance: Thank you so much.

utterance: Sure.

utterance: And I need to know the account number that you're calling about.

utterance: yes. Let me see right here.

utterance: Sure, take your time.

utterance: My.

utterance: My checking account number is one one two, one zero zero zero five nine five.

utterance: Thank you so much. And could you verify me. For me, excuse me, the address that we have on file?

utterance: Sure. It's forty-nine Holland Lane. And that's Philadelphia, Pennsylvania. One nine one zero three.

utterance: Awesome, thank you so much. And how can I help you today?

utterance: Well, I'm looking to transfer money from my checking account to my savings account.

utterance: OK. All right. So you want to do an internal transfer.

utterance: Yes. Yes, please.

utterance: OK, I can certainly help you with that, Miss Johns. I'll need to know the savings account number that you want to transfer to.

utterance: yeah, I have that right here. my savings account number is one one two one zero zero zero five nine four.

utterance: All right, thank you so much. And bear with my just a few moments while I get this pulled up for you. And I gotta type in a little bit of information. so we can get this transaction taken care of for you today.

utterance: Sure, that's no problem. How's the weather been where you are?

utterance: Oh, my goodness, Miss Johns. It is amazing, finally. It's been so, so hot. Like, unbearably hot. Like, as soon as you get into your vehicle, you're sweating, and it's morning time, hot.

utterance: Oh, no.

utterance: It's been insane. But now. It started to cool off. It definitely feels like a little more like fall outside. I mean, it isn't cool, per se, it's still hot. But it's nothing like it was. Not that muggy you can't stand it kind of heat. today was absolutely gorgeous. Nice breeze blowing and it's even better now. Now that the sun's gone down, it just feels amazing outside.

utterance: Oh, that's wonderful. Whereabouts are you?

utterance: in Myrtle Beach, South Carolina.

utterance: Oh, very nice. I love it down there.

utterance: It is really pretty. I love living at the beach, that's for sure.

utterance: Yes.

utterance: How's the weather where you are?

utterance: it's been not too bad. it, you know. For the past couple of week it's been a little rocky, but the past couple of days it's evened out, and we're just trying to you know, maintain, get rid of all the excess water. And, you know.

utterance: Praying that no more of this rain comes. Comes pouring down on us.

utterance: Oh, my goodness. I just looked at your I was looking at your address and didn't dawn on my that you were right in the middle of all that terrible rain. I'm so sorry to hear that.

utterance: Yes.

utterance: Yeah, it's been. It's been quite a lot going on. But hopefully we'll get that good weather you guys are having down there soon.

utterance: Yeah. It's it's insane how global warming has just really taken over.

utterance: Yes.

utterance: And you know, we knew about this. Nothing was done. And here we are, really paying for it. And you see it everywhere, right? It's just.

utterance: Yep, it doesn't look good.

utterance: Yeah. I mean, what about that volcano that just happened recently in, I think it was Spain?

utterance: Yeah, I can't believe that. I. I was watching that on the news, and just beside myself. I can't believe that that. I mean, it. And it still. It still looks like it was burning, last time I saw.

utterance: It's so sad.

utterance: It's. It's really, really sad.

utterance: Well, so sorry, got completely off subject, here.

utterance: No worries.

utterance: how much. the dollar amount, I'm sorry. How much would you like to transfer into your savings?

utterance: Oh, three thousand, even.

utterance: OK, three thousand and no change. All right. Let me go ahead and take care of that for you. Bear with me just a few moments.

utterance: Sure.

utterance: All right, Miss Johns. Looks like I've got this taken care of for you. And I just send a confirmation to your email.

utterance: OK, thank you. Hey, let me ask you. what are the hours at the at the. What are the lobby hours at the branch you're at?

utterance: the lobby hours here are from nine a.m. to five p.m..

utterance: Oh, I guess probably I should ask you better, what are the hours at my local branch, near me in Penn. In Philadelphia.

utterance: Yes. let's see here. Bear with me just a moment. Let me pull up your location. OK, your branch hours are exactly the same as ours. It's nine a.m. Monday to Friday to five p.m.. And then on Saturday, we're open from nine a.m. to twelve p.m.. and then. What else did you want to know? I'm sorry.

utterance: That's what I meant to say.

utterance: the ATM hours as well, there. you know, some of them are twenty-four hours, but some of them are inside a building. So I was just wondering if, you know. The one near me is. Is twenty-four hours.

utterance: the one near you is inside a building. And it looks like those hours are exactly the same as the banking hours. Nine a.m. to five p.m. Monday through Friday and then nine a.m. to twelve p.m. on Saturday. Closed on Sunday.

utterance: I see.

utterance: Yes, ma'am.

utterance: OK.

utterance: OK, well thank you so much, I appreciate that.

utterance: Oh, you're so welcome, Miss Johns.

utterance: And I see I

utterance: Did receive the email confirmation, so looks like we're all set.

utterance: Fantastic. Was there anything else that I could help you with today?

utterance: No, that's everything. Thank you so much.

utterance: It's been a pleasure speaking to you and helping you out today. I hope you have a wonderful rest of your week. And thank you so much for calling Intellibank.

utterance: Thank you.

utterance: Bye bye.


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

utterance: yes. I would like to dispute a transaction and also I would like to report a stolen card as well.

utterance: All right sir I can certainly help you with that. before I can complete your request I need to ask you a few questions to verify your account information.

utterance: All right.

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

utterance: Yes. First name Dale last name is Walker.

utterance: OK sir for authentication purposes could I have your driver's license number please?

utterance: Yes. My driving license number is six one nine five two four nine six nine.

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

utterance: yes yes, that's it.

utterance: OK.

utterance: All right. Thank you so much sir and for account security purposes could you give me your childhood street address please?

utterance: yes I live at two different address as a child and and one of those address is twenty-nine oh seven Westbrook Drive and the other address that I lived as a child is thirty-nine seventy-four Rosewood Lane.

utterance: OK sir. For the security question answer you put down thirty-nine seventy-four Rosewood Lane so that's the accurate address to have on file.

utterance: OK.

utterance: OK sir. All right sir so you wanted to dispute a transaction?

utterance: yes.

utterance: OK gimme just one moment.

utterance: Could you give me the amount of that transaction sir?

utterance: Yes that amount was three hundred even.

utterance: OK so that's three hundred and could you give me the date of that transaction?

utterance: yes the date of that transaction was nine eight two thousand twenty-one.

utterance: OK so it was the eighth of last month?

utterance: Yes.

utterance: And what was the reason for this dispute sir?

utterance: well I didn't recognize it when it popped up on my account there didn't recognize the transaction at all.

utterance: OK so you don't recognize that you made this transaction.

utterance: I don't recognize it at all, ma'am.

utterance: OK, sir. Could it have been anyone else in your household that made this transaction?

utterance: No.

utterance: I'm the only person having access to my cards there. the only one.

utterance: All right.

utterance: So

utterance: Oh OK sir. So you don't think it's membership or subscription or anything you might of created some time ago?

utterance: no. I don't do no memberships. I don't trust them things.

utterance: OK sir. So did you happen to contact the business at all?

utterance: no I have not done that yet?

utterance: OK sir that's fine. All right it looks like you've given me all the information I need. Give me just one moment while I dispute this transaction for you.

utterance: OK.

utterance: OK sir. I have completed that transaction dispute. I've escalated it to our investigation team. It'll be handled by our fraud department. It could take anywhere from one to ten business days to complete the investigation. We will notify you in writing of the results of the investigation. So make sure you keep an eye on your mail. It'll that way that you'll know everything as soon as possible. In the meantime we have put a hold on the transaction and we have locked the card. On that account in order to properly process the investigation to prevent fraudulent activity but I understand you also want to go ahead and report this card as stolen?

utterance: Yes.

utterance: OK sir. We'll get to that in just a moment. I'll send a notification to the charging party to let them know that this transaction is on hold and once this investigation is completed we'll give you the results and they'll find out whether or not this is gonna be a chargeback to them or if this is gonna be a completed transaction.

utterance: All right I appreciate it.

utterance: All right sir so onto the next step. You need to go ahead and report a stolen card?

utterance: Yes.

utterance: OK so this is the credit card that's attached to this account?

utterance: Yes it is.

utterance: OK sir. Could you give me that card number please?

utterance: yes I can. It's four three it's four five three nine six eight five four eight eight two three three six two eight.

utterance: All right sir to verify that card number was four five three nine six eight five four eight eight two three three six two eight?

utterance: Yes correct.

utterance: OK sir and could you. Do you remember the date that that card you believe was stolen?

utterance: I reckon it was the same that about round the same day nine eighth of two thousand and twenty-one.

utterance: OK sir so you believe it was around the same day of the eighth of last month?

utterance: Yes I believe.

utterance: OK sir so could you give me the transaction location of that remember the last transaction location that you used that card at?

utterance: yes I used that at a tobacco store downtown. I reckon it were called Ed's Tobacco Store.

utterance: OK sir so you you believe you lost it at Ed's Tobacco Store?

utterance: Yes I believe.

utterance: OK sir give me just one moment while I report this card as lost or stolen for you.

utterance: OK.

utterance: Oh wow so how's your day going so far?

utterance: It's going pretty good sir and how's your day?

utterance: Well, it's gonna be better when I get off the phone with you Lesley.

utterance: Oh, I

utterance: Do apologize for you going through this inconvenience of having your card stolen.

utterance: All right, thank you for helping me.

utterance: I

utterance: I hate this has happened to you, sir, but we're gonna get you squared away so that you won't have any more issues with this card, all right.

utterance: Sure appreciate it.

utterance: OK sir I've already processed that card as lost or stolen and I'm confirming that I have canceled your credit card and reissued a new card to you which will be sent out next business day. It should arrive around within the one to two business one to ten business days from that date and that means you'll be sent out on Monday and then it should arrive within the mail within one to ten business days after Monday.

utterance: All right.

utterance: OK.

utterance: Sounds good.

utterance: All right so when you receive the card in the mail it will have activation instructions included which well you which you'll have to process and follow in order to begin using this card immediately. You won't be able to use it at ATM or action any transactions until you've actually processed the activation, all right?

utterance: All right thank you.

utterance: OK.

utterance: I need to confirm your current address on file sir.

utterance: All right.

utterance: So that we know . Make sure that we're gonna send this out to the right address. the home address I have on file for you is thirty-three forty Pinewood Drive in North Chicago Illinois ZIP code six oh oh six four.

utterance: Yes that's correct.

utterance: All right sir. Thank you so much for verifying that information and like I said we're gonna send this out right away and that card that you is now shut down so you shouldn't have any other problems with those transactions. If you see any other transactions pop up you make sure you give us a call and we'll handle the disputes for you.

utterance: I sure will.

utterance: OK. Will that be all for you today Mr. Walker?

utterance: Yes Ma'am.

utterance: All right. Thank you so much for giving us a call today today. Again my name is Lesley and I hope you enjoy the rest of your day.

utterance: You too.

utterance: Thank you. Bye bye.

utterance: Bye bye.