utterance: Hello, this is Sandra from Intellibank. how can I help you?

utterance: I lost my card.

utterance: Oh so sorry to hear that. May I know your name, please?

utterance: Allison Foster.

utterance: All right so well before we proceed further I would like to verify your account. So may I have your first name and last name, please? Can you please spell it for me?

utterance: Allison. A L L I S O N. And Foster. F O S T E R.

utterance: OK, so your first name is Allison. I spell it A L L I S O N. I hope it's correct.

utterance: Yes, that is.

utterance: And the last name is F O S B E R?

utterance: it's F O S T E R.

utterance: OK sorry about that. It is F O S T E R. Is that correct?

utterance: Yes, that is correct.

utterance: Good, thank you so much. May I have your date of birth, please?

utterance: my birthday is November seventh two thousand three.

utterance: It is November seventh two thousand and three. Is that correct?

utterance: Yes, that is correct.

utterance: Well, I need to verify your ID before we proceed further. So may I have your bank account number?

utterance: give me one second, I'll find that.

utterance: All right.

utterance: OK, here it is. my account is four five seven nine two one two.

utterance: Four five five nine two one two. Is that correct?

utterance: no it is four five seven nine two one two.

utterance: OK, it is four five seven nine two one two?

utterance: Yes. oh my gosh there is a crazy storm going on right now. Do you see this?

utterance: Oh. Oh my God. It's very scary.

utterance: Yeah.

utterance: It's going to be five p.m. and how would we go home? We have to wait.

utterance: I know. I hope they said there might be tornados. So I hope it don't get worse. Because I'm already having a bad day. I lost my card. I hope no one stole stole it. Cuz I don't have a lot of money for them to be stealing from me.

utterance: Oh so sorry to hear that. You are in so much of problems. anyways we'll try our best to help you solve your issue. Nobody will be able to you know use your card. We are going to freeze your account freeze your card immediately. So don't worry about that.

utterance: OK, thank you so much.

utterance: well for security reasons I would like to verify your identity. So may I have your first may I have the name of your first pet?

utterance: my first pet was a cat named Fluffy.

utterance: OK, so your cat's name was Fluffy. Nice name.

utterance: Thank you.

utterance: So what is what is the number of your credit card which was stolen?

utterance: I have it written down. Let me check really quick.

utterance: OK.

utterance: OK. the number was one two five nine. Eight seven one three. Two one four one. Six nine four one.

utterance: OK, it is one two five eight eight seven one two two one four one six nine four one? Is that correct?

utterance: no. It was one two five nine. Eight seven one three two one four one. Six nine four one.

utterance: Oh, it's one two five nine eight seven one three two one four one six nine four one. I hope this this is correct this time.

utterance: yes, that is correct.

utterance: All right, thank you so much. which date your card was stolen?

utterance: It was stolen on October third.

utterance: OK, it was stolen on October third. All right so can you provide me the date you used your card for the last time?

utterance: I used it earlier that day.

utterance: OK, so what was the date?

utterance: October third.

utterance: OK, October third itself you you used for the last time?

utterance: Yes.

utterance: OK so do you remember where you used your card that day?

utterance: yeah, I used it at an ice cream shop.

utterance: Ice cream shop?

utterance: Yep.

utterance: OK, which ice cream shop was it?

utterance: I I think it was Oberweis. Yeah.

utterance: Oberweis? OK. All right, so have you called them and found out that maybe you might have left the card there?

utterance: Yes, they do not have it.

utterance: They do not have it? All right, no problems. What I'm going to do is I'm going to cancel your card right away. And re-issue you new card because I don't want your card misused by someone else. So may I have your mailing address you want your card to arrive?

utterance: yes. My address is one three five seven West State Street.

utterance: West State Street you said?

utterance: Yep.

utterance: OK, so what is the town name? Name of the town or city?

utterance: Chicago.

utterance: Chicago. All right. So what is the ZIP code for that?

utterance: six oh four three one.

utterance: Six oh four two one?

utterance: three one.

utterance: Three one. All right, so your address mailing address is one three five seven West State Street Chicago and ZIP code is six zero four three one. Is that correct?

utterance: Yep, that's correct.

utterance: All right, so I have canceled your card and I'm going to re-issue you a new card.

utterance: So you will receive the new card in your mail within five business days. So to activate your card once you receive your card you will see the customer's care number at the back of your card. So simply call them to activate your new card you will be your card will be activated right away OK?

utterance: OK, thank you so much.

utterance: Your welcome. So is there anything else I can do for you today?

utterance: nope, that's all.

utterance: OK, thank you so much. It was nice talking to you. Again this is Michelle. Thank you for calling Intellibank.

utterance: Thank you.


speaker_role: Agent

utterance: Hello, welcome to Intellibank. My name is Michael, how may I help you?

speaker_role: Customer

utterance: yes. Hey Michael. I'm I was interested in opening up another checking account with y'all.

utterance: yes sir. Would you like to do this over the phone?

utterance: if possible. I mean I was just kinda curious. Can we just go ahead and fund it with some of the money I have in another account with y'all?

utterance: yes sir we can wire transfer over the phone into this account. Is that what you're asking?

utterance: no it wouldn't be a wire transfer because the account is at your bank already.

utterance: Oh yes sir I understand. You already have an account with with us?

utterance: Yes and I just need to open up another bank account and and really the reason I need it I just kinda want to keep some things separate and it just seems to be handy to have two different checking accounts.

utterance: Yes sir, let's get started. I can help you with that. what is your first and last name sir?

utterance: my first name is John my last name is Walker.

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

utterance: That's November thirtieth nineteen sixty.

utterance: Thank you, sir. And since you said you're already a member with Intellibank. Could I ask for your the last four digits of your social security number just to verify the

utterance: Yes.

utterance: Yes nine three seven six.

utterance: That's correct sir. Thank you for verifying your information. So what kind of account would you like to open with us, sir?

utterance: it's another checking account. and yep.

utterance: OK sir, hold on one moment, please.

utterance: So you already have a security question for your other checking account that I can see on file. But it is our bank's policy that you have another unique security question for separate accounts. So what would you like for your security question to be for this new checking account that you're opening with us. we have some options that you could choose. It could be the name of your first pet. your mother's maiden name. the color of your first car.

utterance: I like the first one, name of my first pet. I remember him well.

utterance: Yes sir. And what is the answer to this security question?

utterance: Leroy. that's spelled L E R O Y.

utterance: Thank you, sir. Hold on one moment while I create a new checking account for you. OK, sir just to verify everything that you just told me. Your name is John Walker. You were born on November thirtieth nineteen sixty. The social security number that we have on file the full social security number is three six three five seven nine three seven six. You're opening another checking account with us. And the security question to this checking account that you are now opening is what is the name of your first pet? Answer Leroy or Leroy. Spelled L E R O Y. Is all this correct sir?

utterance: Yes, that is correct.

utterance: Thank you very much sir for opening a new checking account with us. as you may or may not know there is a ten dollar monthly fee that is a monthly excuse me, sir. There is a five dollar monthly fee for checking accounts with but as long as you maintain a minimum deposit of a thousand dollars this fee does not occur sir.

utterance: OK that's great. We can just draw out a thousand dollars out of my existing account to fund this one.

utterance: Yes sir, would you like to do that right now?

utterance: yes please go ahead and make that transfer. Excuse me.

utterance: Quite all right sir. And I forgot to mention the account number for this new account that you just created is assigned nine zero zero one three six. And could I have the account number for which you'd like to transfer money into your new checking account, please?

utterance: yeah but well you have it I'm sure. but it is eight three six four nine nine.

utterance: Thank you, sir. And so the balance of this account that I can see is five thousand one hundred and three dollars and fifty-nine cents. Does this seem correct sir?

utterance: that sounds right. Yes.

utterance: one moment sir.

utterance: OK so effective today a account transfer will occur between accounts eight three six four nine nine with the residual balance of five thousand one hundred and three dollars and fifty-nine cents. You'll be transferring to Oh, I apologize, sir. how much did you want to transfer out of the checking?

utterance: yeah, I'll.

utterance: Say we don't want to empty that one out. No, I let's just put the thousand to avoid the five dollar fee. Monthly fee for the new account.

utterance: Yes sir that's what I assumed but I forgot to verify. My apologies. you're going to transfer a thousand dollars into your new account nine zero zero one six three from account number eight three six four nine nine. And the residual balance after this transfer has occurred in your other checking account eight three six four nine nine will be four thousand one hundred and three dollars and fifty-nine cents. And it takes about two to three business days for the transfer to occur. But given that you just made this new account today the ten dollar monthly fee will not apply because the transfer should occur by then. please call us if there are any mistakes or that you see online or over the phone. and there will be a thousand dollars in account number nine zero zero one one three six, excuse me. is there anything else I can do for you sir? Would you like to know more about online banking so you can check the status of your accounts in the future?

utterance: no, but what is it a five dollar monthly fee or a ten dollar monthly fee if my account went below a thousand?

utterance: My apologies sir, it was a five dollar monthly fee. But this shouldn't have any effect on you because it will be transferred in the next two to three days and the monthly fee should not be charged to your account.

utterance: OK. Well, thank you. Could I get your name one more time?

utterance: my name is Michael sir.

utterance: All right Very good. I just wanted to write that down.

utterance: Is there anything else I can do for you,

utterance: Sir?

utterance: no, that's all.

utterance: OK have a nice day sir.

utterance: Thank you.


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

utterance: Oh my goodness . I've gotta get to the store today before they close. But before I get there I gotta check something on my Intellibank account and I think I should do that in person. Do you think you can help me with that?

utterance: Oh yes sir I certainly can. You'd like to get would you like to go to a local branch so you could check on your Intellibank account in person?

utterance: Yes.

utterance: All right sir I can give you a few locations close by you.

utterance: All right.

utterance: but first I'm gonna need to get a little bit of information from you so that I can handle your request properly.

utterance: OK.

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

utterance: Yes. First name Dell last name Walker.

utterance: All right Mister Walker could you give me the location you're in referring to that address please?

utterance: yes. I'm at three three four zero Pinewood Drive. North Chicago Illinois area code six zero zero six four.

utterance: All right sir you said you are at thirty-three forty Pinewood Drive in North Chicago Illinois.

utterance: Yes.

utterance: At six zero zero six four.

utterance: Correct.

utterance: All right sir give me just one moment while I look up the locations around your address.

utterance: OK.

utterance: All right, Mr. Walker, looks like we have about six locations close by you. Would you like all six of those or?

utterance: My goodness, six! OK.

utterance: OK so some of these are closer but some of these are further out and they have different hours of operations. So I'm just gonna give you a few of these so that you can you know have a well-informed amount of locations to address your needs.

utterance: All right.

utterance: All right so that first location is at forty-eight Rocky River Road.

utterance: OK.

utterance: That one is about a fourth of a mile away from your location. The hours of operations are from seven a.m. to four p.m. Monday through Friday and seven a.m. to two p.m. on Saturday.

utterance: All right thank you for that.

utterance: Closed

utterance: On Sunday.

utterance: All right got that.

utterance: OK so the next location is at two sixty-three Fox Run Street. That one has hours of operation of eight a.m. to five p.m. daily.

utterance: OK got that.

utterance: And that one is about half a mile away from you.

utterance: Half a mile.

utterance: and and so are these next two locations sir.

utterance: All right.

utterance: OK the next location is at ninety-six oh two Roosevelt Street.

utterance: Roosevelt Street?

utterance: Yes sir.

utterance: OK.

utterance: Those hours are eight a.m. to four p.m. Monday through Friday and eight a.m. to five p.m. on Saturday.

utterance: OK I got that on Saturday.

utterance: Yes sir it has extended hours.

utterance: All right.

utterance: And this last location that is a half a mile away from you is at eight fifty Main Road.

utterance: All right eight fifty Main Road.

utterance: Yes sir.

utterance: All right and do any of do do any of the branches have ATM machines inside?

utterance: And are they available after hours as well?

utterance: Yes sir this this next location I'm about to give you actually has a ATM inside and it's available till ten p.m..

utterance: OK.

utterance: Cause it's a it actually closes the interior and there's an exterior area for you to use the ATM.

utterance: OK that sounds great.

utterance: OK so this one the lobby hours are from eight a.m. to six p.m. daily those are extended hours.

utterance: OK.

utterance: And five p.m. on Saturday.

utterance: On Saturday.

utterance: Yes sir that location is at eight fifty Main Road.

utterance: OK eight fifty Main Road I got that.

utterance: Yes sir. This next location has extended hours as well this is about a mile away from you.

utterance: All right, a mile away all right.

utterance: Yes,

utterance: Sir. This one is at six Aviation Court.

utterance: OK got that.

utterance: Not sure what what address you're going to. I know you said you wanted to handle this before you got to the store so I'm giving you these that are a little further out just in case your store in question might be a little further away.

utterance: Yes.

utterance: All right I appreciate that.

utterance: OK the hours of operation for this branch is from eight a.m. to six p.m. Monday through Friday.

utterance: All right I got that. I got.

utterance: Like this.

utterance: One is closed on Saturday and Sunday.

utterance: OK closed Saturday and Sunday.

utterance: All right OK.

utterance: And this last one sir. This one actually has an ATM that's available twenty-four hours.

utterance: All right got that.

utterance: they leave they actually shut down the lobby and that ATM is just still inside the building so you'll still be able to access that inside the building.

utterance: OK I appreciate that.

utterance: OK this one is located at one ninety-eight Olive Street.

utterance: OK.

utterance: And those hours of operation are from eight a.m. to four p.m. Monday through Thursday, sorry and eight a.m. to five p.m. on Friday and Saturday.

utterance: OK.

utterance: OK.

utterance: OK, well I appreciate that so how your day been going for you so far, Leslie, working hard there or what?

utterance: Yes, sir, I sure am working hard, but the day has been pretty great.

utterance: All right.

utterance: All right that's good to hear good to hear.

utterance: Well Mister Walker do you have anything else I can help you with?

utterance: no you help me with everything there Leslie I really appreciate you there.

utterance: All right thank you so much sir for giving us a call today if you have any other questions feel free to call us back.

utterance: I sure will.

utterance: All right for now have a enjoy the rest of your day.

utterance: you too there.

utterance: Thank you sir bye bye.


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

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

utterance: I'm pretty good. How are you?

utterance: I'm doing pretty well.

utterance: I am. Well I'm actually trying to find an ATM. I I'm outta town and have been trying to look on my phone for the past like ten minutes and I am getting zero service. It and loading and loading. I don't know what's going on so I was wondering if you could help me with that?

utterance: Oh, no.

utterance: Oh certainly I can definitely help you with that I do need to know where you are on your fun adventure?

utterance: Oh sure I'm I'm in Denver Colorado.

utterance: OK cool. I've always wanted to travel to Denver. How's the weather there?

utterance: It's been really nice lately. The beautiful colors coming out. It's it's really been beautiful.

utterance: Nice I've wanted to come out there and ski and I never really thought about the leaves changing but I bet that is gorgeous.

utterance: Oh yeah it's been amazing.

utterance: Awesome. OK so I need to find somewhere in Denver .

utterance: yeah I grabbed the the street address of the restaurant that I was just in if you need that.

utterance: yes.

utterance: OK it is three five six zero Chestnut Place in Denver and the ZIP is eight zero two one six.

utterance: OK. Bear with me one second while I look that up for you.

utterance: OK I have several locations that are within walking distance of where you are.

utterance: Oh, great.

utterance: And

utterance: All of them are twenty-four hours. I think all except one and I'll have to look at those hours for you but I'll start with the closest one. That would be at three three four zero North Downing Street.

utterance: And then there's one at five zero five zero Washington Street.

utterance: OK.

utterance: And then. And I'm just going further away from you each one that I'm I'm letting you know of is the.

utterance: Well, I think these two addresses will work

utterance: Can you tell me what the daily withdrawal limit is for for the ATMs?

utterance: yes. The first one that I was telling you about is five hundred dollars and then the second one is fifteen hundred dollars a day.

utterance: OK. OK great and let me see here. Oh yeah I was gonna ask you since I can't get online and check my check my account. Can I check my account balance with you as well?

utterance: Sure I can totally help you with that. Which type of account would you like to check?

utterance: my checking account.

utterance: OK. I just have to ask you a few questions so that I can get into your account for you.

utterance: Sure.

utterance: All right. Can you please tell me your I think you said your first name was Kim correct?

utterance: Yes and my last name is Johns. It's J O H N S.

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

utterance: April twenty-fourth nineteen seventy-seven.

utterance: OK thank you so much and I have to ask you a security question. what is your mother's maiden name?

utterance: it's Murphy.

utterance: Thank you and your account number?

utterance: OK let me see here I just had that thing.

utterance: Just had my checkbook hold on for one moment for me Rose.

utterance: Sure take your time.

utterance: OK I got it here I had dropped it down down on the floor.

utterance: Oh no.

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

utterance: Oh I'm sorry I meant zero five nine five. So the account number is one one two one zero zero zero five nine five.

utterance: Thank you so much for fixing that cuz I literally was like I don't think we have an account number.

utterance: Sorry about that.

utterance: No worries no worries. All right Miss. Johns. I was able to pull up your account. Thank you for providing me with that information and you wanted to just check your balance correct?

utterance: Yes please.

utterance: OK your balance is three thousand and eleven dollars and twenty-two cents.

utterance: Oh OK perfect.

utterance: All right and was there anything else that I can help you with today?

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

utterance: You are very welcome Miss Johns and as a part of the Intellibank family I'd like to thank you for your business and your loyalty and I hope you have a wonderful rest of your day.

utterance: You too. bye bye.

utterance: Thank

utterance: You, bye bye.


utterance: Intellibank. This is Samantha. How can I help you?

utterance: Yes, Samantha. I just need to make a transfer from my savings to my checking.

utterance: Certainly. I can definitely help you with that. Just give me a moment while I pull up my screen here and we can get the process started for you. All right, can I please get first and last name and date of birth?

utterance: Yeah, that's John White January first, nineteen eighty-eight.

utterance: OK. Can I please get your driver's license number?

utterance: Yeah. That's seventy-six three D D, as in delta dawn, nine nine seven one.

utterance: OK. And can I get the bank account number for which you're wishing to withdraw the money from?

utterance: Yeah, the savings is nine nine two seven nine.

utterance: OK. And the account number that you're wanting to deposit it into?

utterance: Twenty-three seventy-nine zero.

utterance: OK. And could I please get the dollar amount?

utterance: sixty-six dollars and sixty-six cents.

utterance: OK. Just gimme one moment here. Looks like you have a security question on your account. what is the color of your favorite shoe?

utterance: I don't know. purple?

utterance: I'm sorry. That's not the correct answer.

utterance: What do you mean it's not the right answer?

utterance: I'm sorry, sir. That's not not the correct answer that was provided when the security question was set up.

utterance: Well, what does it matter?

utterance: We need the extra security to help people.

utterance: Well, is there a way

utterance: Around that?

utterance: yes. Just give me one moment here while I enter in some credentials to bypass this.

utterance: Hurry up.

utterance: OK. can I please get the last four of your social security number?

utterance: Nine nine eight six.

utterance: OK, and then can I please get your street address?

utterance: Eight oh nine Brown Pumpkin Cove.

utterance: Perfect. And could you verify the last four of your telephone number?

utterance: yeah. It's eighty-six eighty-nine.

utterance: OK. All right. We've got that taken care of. I'm able to make this transfer for you. and it will show immediately on your. It will reflect immediately on your account. Is there anything else I can help you with today?

utterance: No, it it's fine. Just make sure the transfer goes through cuz I need to get that sent immediately.

utterance: Certainly, sir. I understand. And I apologize for the inconvenience with your security question. If there's nothing else, then you have a great day.

utterance: You too.

utterance: Bye bye.


utterance: Hi. Thanks for calling Intellibank. This this is Susan.

utterance: H~

utterance: hi Susan. I I got a problem with a guy on on my credit card.

utterance: Hi.

utterance: And who am I speaking with?

utterance: this is Justin Cramer. Cramer with a C.

utterance: OK Justin so what is your problem with your card?

utterance: The guy the guy didn't ever ship it. Well he shipped it but it was garbage when it got here. I couldn't even use it. It was all busted up and he just I mean I don't know the guy but I think he's a crook.

utterance: Are you talking about a credit card charge?

utterance: Yeah. Yeah he a guy ordered something right? I even talked to the guy or I talked to one of his people anyway and then he and he says yeah it's coming, it's on its way and it got here and oh man I think I can't even doesn't even fit. It doesn't even even fit and it's like in eight pieces. What a the guy I don't know if he's a crook but I think he's a crook.

utterance: Have you spoken with the man and told him how it arrived?

utterance: He.

utterance: won't even answer my phone calls now all right. I mean I can be a little ornery, I get that. But hey you can't just steal from someone. Anyways he shouldn't get. I don't. I don't want. I want that money back.

utterance: OK now did you send any kind of information to the company?

utterance: Yeah I talked to him on the phone. I probably talked to him four times. . It is a simple thing. It's just got to fit in the. Well it's not. I don't want to get into all the details but it got here and it's it's It's like he got it in China or something. It's just It's garbage. It shouldn't be garbage. It's not a. It's not. And he's not even answering my cabye bye. Did I tell you he's not answering my calls? it's.

utterance: OK so would you like to dispute that transaction?

utterance: Well I yeah I guess I'm disputing it. I guess cuz it he shipped it. Did I tell you he shipped it and it was garbage when it got here. It was all busted up. I think it was like in in twelve, ten pieces. Something like that.

utterance: Well OK I can help you with that. We can dispute that transaction. and I want to get a little bit of information from you first.

utterance: You know I.

utterance: told him. I told him I know people at the bank. You can't do this.

utterance: OK. I'm I'm sure we can settle this for you and we'll take care of that. What is the bank. What is your. Justin what is your full name?

utterance: It's Justin Well you don't need my middle name. Actually I just got a initial. Well anyway it's Justin Cramer and it's C . Not K. C. Cramer.

utterance: OK Justin. Date of birth? What's your date of birth?

utterance: Well I was born December thirteenth, nineteen sixty-two. Of course I don't remember it but that's when I was born.

utterance: OK Justin. And what's the last four digits of your bank account number?

utterance: of my bank account number or the credit card?

utterance: The you your bank account with us.

utterance: Oh. It's six zero two eight.

utterance: OK I I needed that to to verify your identity. And while I have you on the phone I would like you to I'd like to set up a security question with you that we can later on identify you, verify your identity quickly.

utterance: All right.

utterance: What street did you grow up on?

utterance: Oh yeah. It's funny, funny but I grew up on Old Harbor Road. But you know what? In my town there were no harbors. That's the funny thing about that. But it was Old Harbor Road.

utterance: OK. All right I have that down. so Old Harbor Road?

utterance: Yep.

utterance: OK that's great. All right now could you please Could you please identify the date and the amount of the transaction that you that we're talking about today?

utterance: Yeah it was let's see. It's I I it's on the credit card statement. I said what is that? yeah it's October nine this year of course, and and the amount it was eight hundred and twelve that's what I'm saying. This this guy he's he's something else. You don't just take a guy's eight hundred bucks. Eight hundred and twelve dollars and then and of course fifty cents at the end.

utterance: OK and you want to dispute this?

utterance: Yeah.

utterance: He shouldn't get that. That's ridiculous. He can come get this garbage.

utterance: OK so why do you want to dispute it?

utterance: Did I tell you it was broken in like twenty-five pieces?

utterance: OK so what you're saying is the product that you paid for was shipped to you and it and it didn't come in usable condition.

utterance: Usable? Use up a landfill, that's about it. Yeah I couldn't use it.

utterance: But you did receive it. It just it was not.

utterance: Yeah, it was trash when it got here.

utterance: And you tried to contact the company but they would not help you

utterance: Yeah.

utterance: As soon as he hears my voice, I don't know why this happens, but he hung up.

utterance: OK so he did not offer to refund your money or for you to ship the product back?

utterance: I don't know if you ever heard this expression. He didn't offer diddly.

utterance: OK.

utterance: And the real expression is another word after that. I'm not saying it cuz you're in a bank.

utterance: OK. Appreciate that. all right so the amount Can you give me the amount again?

utterance: I gotta get it. It's like eight hundred and fifty-three dollars and twelve cents. Something like that. Eight hundred and Well you can see it on the card there. It's the only eight hundred and fifty-three dollar and twelve cent charge there.

utterance: Right.

utterance: OK and what let's see. What date did you the date was again?

utterance: Yeah. It's the same date I got. You that down. it's It's it was it was October thirteenth and or October ninth. Yeah. Thanks. Thanks.

utterance: Ninth. Here I have it.

utterance: OK. Great. Yes.

utterance: I I have it here and can you give me just a few minutes and what I'm going to do is I'm going to write up something to the fraud department and I'll get right back to you.

utterance: All right. I don't wanna call the guy a fraudster but you know he didn't he didn't do his what he was supposed to and it's almost a grand and that's a lot of money for me.

utterance: No I understand but it the fraud department is the the department that will handle this situation.

utterance: Oh.

utterance: OK. That'd be great.

utterance: OK hold on please.

utterance: All right. Thank you.

utterance: You still there?

utterance: Yes I am Justin.

utterance: All right. Just making sure.

utterance: OK just give me one more minute.

utterance: Sometimes you know they play music. I don't hear hear any music.

utterance: OK yeah no cuz I'm still here. or I'll inform you this is what we're going to do I I wrote that up to the fraud department. They're going to investigate. They will contact the seller and if we have any other questions we'll get back to you.

utterance: You do you have actual police working in that department?

utterance: well they're they're people that can work with the police.

utterance: OK.

utterance: Now what is your. I'll need your email address that we can communicate that.

utterance: All right. Well you.

utterance: Got my name. It's Justin Cramer and then it's it's the the circle sign, the at sign, and then Gmail.

utterance: OK Justin. Justin Cramer at Gmail dot com?

utterance: Oh yeah and then dot com yeah.

utterance: Great. OK well we will. You'll hear from us in about a week we'll determine the next step and we will get back to you

utterance: So he's not g~

utterance: He's not gonna get away with this is he?

utterance: I have no idea. That's all up to the fraud department. but usually if you didn't get what you paid for.

utterance: Can can.

utterance: I. Is it possible I talk to the fraud department right now?

utterance: No this the they have to investigate with the information that I give them.

utterance: Oh OK.

utterance: Do do I have all the information that I need to give them?

utterance: Well.

utterance: I told you it came busted out in like thirty-five, forty pieces right? And then and then he hangs up on me whenever I call I don't know why. a lot of people actually do that. But he did it and I didn't I didn't appreciate it cuz he got my money. He's did I tell you how much it was? Almost a thousand dollars.

utterance: Yep we have that. And what was the product that they shipped you?

utterance: Well it was a tool. I don't know if you ever did any any wire inverting but well see what you got is you got you got different sized wires and then it's it's when to put them together you need this machine right? but it's a very delicate machine of course and you're not supposed to like throw it off the back of the I think that's what they did probably is they threw it off the back of the truck and then they realized they were at the wrong address and they probably did that five or six times till they got my address and then it's all busted up.

utterance: Did the company itself ship deliver it or did they use a shipping company?

utterance: Beats the hell out of me. I don't know. I just got here and it was like sixty pieces all in this box all it's like they put it through a grinder or something.

utterance: Well OK Justin is there now other than this issue here with that you had with the charge that that you don't feel you should pay.

utterance: I don't feel? . Of course I shouldn't pay. I'm thinking it was like a hundred pieces.

utterance: I'm not gonna pay for it. I I mean I realized I already didn't pay for it but I want my money back. You still. You still there? What was your name. Susan? Susan you still there?

utterance: yes I'm.

utterance: Sorry I'm still here.

utterance: All right so that. Is that it? You're gonna You're gonna get the fraud department looking at this. This is good. I

utterance: OK Justin. I have all the information and is there anything else today that I can help you with?

utterance: No.

utterance: You'll be on my. You'll be on my Christmas list if you can solve this. This is this is big for me.

utterance: Oh.

utterance: We'll do what we can to help you. Well it has been a pleasure working with you today and like I said you should hear from us in about a week. And OK is that good?

utterance: That's great. All right. Thanks very much.

utterance: Thanks. Bye bye.

utterance: Bye.


utterance: Hello. This is Josie with Intellibank. How may I help you?

utterance: hi Josie. I'm calling again because I was trying to make a wire transfer about two days ago on on Wednesday and and I my golly I forgot the the the routing number to the account that I was going to transfer it to and and I said I would call you guys back. I think I was speaking to Joanne or Josephine about this issue. But, anyway I'm calling back again because I have the routing number now.

utterance: Excellent. I think. I. Sounds like you may have been speaking with me. I remember having a conversation a couple of days ago about that.

utterance: I'm glad you were able to find that information and call us back.

utterance: Yeah you yeah you sound familiar to me. Hello. How's it going?

utterance: It's going great. It's a beautiful day today here in sunny California.

utterance: Oh man, isn't the the the Oh! You're in California. That's amazing.

utterance: I'm I'm currently living in Texas and and my gosh it is it is it's it's a hundred degrees out during the day and at night it's pouring rain. but anyway.

utterance: I would like to make a wire transfer.

utterance: All right. Let me help you with that. I'm hopefully it won't be hot come winter. could I get your first and last name?

utterance: yes. My name is Michael Johnson.

utterance: OK. And, thank you, Mr. Johnson. And, I'd like to ask you for your date of birth.

utterance: March twentieth nineteen ninety-seven.

utterance: Thank you. And, do you have the account number? For the wire transfer where you'd like the money withdrawn?

utterance: yes. I'd like to withdraw this or make the transfer from my savings account.

utterance: And, that savings account number is nine zero zero one seven six.

utterance: Thank you. Nine zero zero one seven six. And that is a savings account?

utterance: Yes, it is.

utterance: OK. One moment. Let me pull this information up.

utterance: Alright. I do need to validate this account information. Do you have your driver's license number?

utterance: yes I do. Excuse me my dog is is making strange noises. yes, I do have my driver's license number. are you ready for it?

utterance: Yes, sir.

utterance: the number is two four seven five six nine two seven.

utterance: Thank you, Mr. Johnson. That's what we have on file. I do also need to validate with a security question. can you tell me the name of your first pet?

utterance: the name of my first pet that would be Odie.

utterance: Thank you.

utterance: That is confirmed. That's what we have on file. I do appreciate you confirming that for us, sir.

utterance: Let me go ahead and process this wire transfer for you and this is coming out of your savings account nine zero zero one seven six what is the amount that you would like to transfer?

utterance: I'd like to transfer a thousand dollars please.

utterance: OK. And, what institution would you like us to transfer the money to?

utterance: the name of the institution is called University Credit Union.

utterance: OK. And, do you have that routing number?

utterance: Yes, I do. I have it right here, finally in front of me. are you ready?

utterance: Yes, sir.

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

utterance: Three one four two two one zero five two.

utterance: OK. And, what is the account number with University Credit Union where you would like the funds deposited?

utterance: that would be my checking account. My checking account. And, the the number for that is five two five four seven zero.

utterance: Thank you. Five two five four seven zero and that is your checking account.

utterance: All right. One moment please. Let me enter this information.

utterance: Thank you, Mr. Johnson. I did forget to ask you the transfer the account at University Credit Union, can you confirm if that is a domestic account or is that an account in a different country?

utterance: this is a domestic account.

utterance: All right. Thank you for confirming that.

utterance: Let me go ahead and enter the rest of this information, sir. One moment please.

utterance: Thank you for holding, Mr. Johnson.

utterance: All right. it looks like we're going to be transferring one thousand dollars out of your savings account nine zero zero one seven six your current balance in that account is four thousand seven hundred eighty-eight dollars and two cents. That is the balance before this transfer occurs. This will be effective today, October the twelfth.

utterance: There is a five dollar wire transfer fee in order to do this and we will take that also out of your savings account nine zero zero one seven six.

utterance: The transfer will be effective today so you can check your University Credit Union account to confirm the deposit probably at close of business tomorrow.

utterance: OK. That sounds that sounds magnificent.

utterance: Is there would you like some information about online banking? there is a feature in our online banking app that allows you to transfer funds much more conveniently in case you ever wanna do this again in the future.

utterance: You know what? I was just about to say hey I can check this on the Intellibank app to see if the transfer occurs. I I already have the app on my phone, ma'am. But, thank you for letting me know.

utterance: Absolutely. there is a feature check it out on your app whenever you have time. that allows you to transfer funds to external institutions such as University Credit Union. So, that should help you out in the future.

utterance: Is there anything else I can do to help you?

utterance: no, Josie. That'll be it. Thank you for helping me through these days of me trying to make this transfer. I apologize for not having the routing number the other day.

utterance: No problem. Thanks for calling back. We appreciate you, sir.

utterance: Thank you. Bye bye.

utterance: Bye bye.


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

utterance: Hello. How's your day going?

utterance: It's going well thank you. I hope yours is too.

utterance: Mine sure is.

utterance: Great. How can I help you today?

utterance: I'm trying to find a ATM near me.

utterance: Sure I can help with that. can I have your street address?

utterance: let's see. Hold on one second.

utterance: OK sorry about that. It's

utterance: No worries. may I have the city?

utterance: Charlotte.

utterance: And the state.

utterance: North Carolina. and actually the street should be Diliar Court not Drive. I always forget that.

utterance: Oh that's OK. Let me change that real quick. So it looks like the closet ATM to you is located at There's also another one just a few miles further away at and just so you know the daily withdraw limit for all Intellibank ATMs is one thousand dollars.

utterance: Oh OK. Thanks I didn't even I didn't even know that. Is there a way to find a ATM locations online?

utterance: Yes, absolutely. just go to our site and at the top right corner of the homepage click on Locate nearest ATM.

utterance: Oh awesome. Thanks so much.

utterance: You're welcome. Is there anymore else I can do for you?

utterance: No, that was it.

utterance: OK, thanks again for calling Intellibank.


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

utterance: yes. Hi I'm calling because I lost my card.

utterance: Oh, all right sir. I can help you with that. I'm gonna have to get a little bit of information about that situation in order to go ahead and cancel that card and issue you a new one. Let's start with your first and last name, and your date of birth, please.

utterance: Yes, my name is Lamont Johnson. My birthday is seven seven, nineteen seventy-four.

utterance: All right, sir. So your name is Lamont, L A M O N T Johnson?

utterance: Yes.

utterance: And your birthday is seven seven nineteen seventy-four?

utterance: Yes.

utterance: OK, sir. Could you for your authenticating ID , I need your driver's license number, please.

utterance: Yeah, my driver license number.

utterance: Is. Hold on one second, please.

utterance: All right, sir. Take your time.

utterance: find it.

utterance: OK, I found it. All right. It's six one nine, five two four nine six eight. And my phone number is two seven oh five eight seven seven four seven four.

utterance: All right. Thank you very much much Mr. Johnson. lemme repeat that driver's license number. Six one nine, five two four nine, six eight?

utterance: Yes.

utterance: All right.

utterance: All right, sir. and for security purposes, what are the last four digits of your social?

utterance: Yes. It's three nine, seven zero.

utterance: Three nine, seven zero?

utterance: Yes.

utterance: OK, sir. Let's start with this information. So you said you believe you lost your card?

utterance: Yes.

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

utterance: yes. It's five four seven, eight four, one eight five, zero zero, two zero zero nine eight one.

utterance: OK, sir. So again, that number was five four seven eight, four one eight five, zero zero one nine, eight one?

utterance: Yes.

utterance: OK.

utterance: So when do you recall the date of the card being lost, sir? I lost it on the night night of the fourteenth.

utterance: OK, so you lost on the fourteenth of last month?

utterance: Yes.

utterance: All right, sir. Do you remember that business that you were at you lost your card?

utterance: yes. I was I was at a grocery store up there on Main Street I believe.

utterance: Great. grocery store on Main Street in Naperville? Your town?

utterance: yes. one there.

utterance: OK, sir. All right, sir. I've taken on out all the information. I've gone ahead and canceled that card for you, and we've issued you a new card. once you get that card in the mail, you will be able to set up an activation. the new card will be usually at your house between five to ten business days. It usually takes a while to issue that information. And like I said, once you get the new card in the mail you'll be able to process it during the activation information inside the packet for your new card.

utterance: OK.

utterance: OK, sir. So I'm going to just confirm your address to make sure that we're sending it to the right location.

utterance: All right.

utterance: I have down here on file, your address as two one one nine, East Mclure Street in Naperville, Illinois ZIP code six oh five, six four?

utterance: Yes, that's correct.

utterance: All right, sir.

utterance: Just one moment while I make sure I got all this information in the system.

utterance: OK.

utterance: All right, Mr. Johnson. Like I said before, we've issued you a new card. We've canceled that card, so there should be no fraudulent actions just to secure you. And should expect the card in the mail within the next five to ten business days.

utterance: OK.

utterance: OK, will that be all for you today, sir?

utterance: yes, I believe so.

utterance: All right. Once again, my name is Sherida. I thank you so much Mr. Johnson for your time and patience. I hope you enjoy the rest of your day.

utterance: Yep, and you have a good day as well.

utterance: I will sure try. Thank you, sir.

utterance: Thank you.

utterance: Bye bye.

utterance: bye bye.


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

utterance: Hi, yes I am calling because I need to close my account and transfer all to my funds to a different account. That is a bank not with you. This is the third time I've called to fix this problem.

utterance: Oh, I'm so sorry about that.

utterance: I understand how frustrating that can be for you. can I start off by getting your first and last name?

utterance: Sure. It's Melissa Joseph.

utterance: OK Miss Melissa Joseph, what's your address?

utterance: It is fifteen oh one North East thirty-fourth court.

utterance: North East thirty-fourth court. And what city is that in, ma'am?

utterance: It's Fort Lauderdale, three three three three four.

utterance: Thank you for that information. And can I get your date of birth please?

utterance: Sure. February fourteenth, nineteen ninety-six.

utterance: Ooh, a Valentine's day baby. How exciting is that.

utterance: It can be at times but then sometimes it's a little too much.

utterance: Oh, I think that's a really cool birthday. Anyways, I either need your account number or your drivers license number. May I please have that information?

utterance: OK. Give me one second. I will have to go get it since I don't have my wallet on me. Pease hold.

utterance: Not a problem.

utterance: OK. Hello. I'm , I'm back. I have the information that you needed. I'm going to give you my drivers license number. It's J as in Joseph. Two eight two seven three nine nine six zero five four zero.

utterance: Sure, go ahead with that.

utterance: Mhm.

utterance: And that was J as in Joseph, two eight two seven three nine nine six zero five four zero?

utterance: Yes, ma'am.

utterance: OK. Bare with me one second while I, my system uploads this information, please.

utterance: Sure. No problem.

utterance: Sorry about that ma'am. There seems to be running a little bit slow here today. So how are how are you doing this afternoon?

utterance: Well, if you could do this for me. I'll be a lot better since I've done this call three times and my issue has not been resolved yet.

utterance: I really do apologize. I, I do see here that you've called several times already this week.

utterance: What seems to be going on? What's the problem?

utterance: So, basically I have had fraud on my account three times and I have tried to get you guys to show me what it is and why this is happening. Since I have been the only with my checking account information, my credit card, everything.

utterance: And you know what I'm just tired of it. So, I just don't feel comfortable and I would like to close my account, please.

utterance: I understand your frustrations. I really don't know what to say about that. I apologize.

utterance: OK. Let me see what I can do for you here. OK.

utterance: by chance do you happen to have the account number of the account that you'd like to close out today?

utterance: Well, actually I don't. But I believe I might be able to do something else if I don't have that information?

utterance: Absolutely ma'am. Do you, do you happen to know your mothers maiden name? Your security question?

utterance: Sure. It's Weiss. It's W E I S S.

utterance: And that was W E I S?

utterance: two S's.

utterance: OK. Sorry about that ma'am. All right, and may I have the reason for the closure?

utterance: It's because there's fraud and you guys haven't fixed it when there is no fbye bye, there there's fraud and I'm not getting my money back because of it.

utterance: I see.

utterance: Not a problem. I just have to have a reason to write in the computer, ma'am. It's not problem at all.

utterance: I understand.

utterance: OK. And the type of account that we're going to be sending the money in to. Is it a checking account? A savings account?

utterance: It is my savings, please. From another bank.

utterance: Not a problem, ma'am. And the bank account and routing number of the account you would like me to transfer the balance in to?

utterance: OK.

utterance: The account number is four six zero one five two four four eight one two zero.

utterance: OK. That was four six zero one five two four four eight one two two?

utterance: No.

utterance: Everything was right. All the numbers except that last number. It wasn't two two, it was two zero. Jeez.

utterance: I apologize, ma'am.

utterance: So four six zero one five two four four eight one two zero?

utterance: Yes, ma'am.

utterance: Not a problem. And the routing number?

utterance: Eight four six six three two.

utterance: OK. Got it.

utterance: Eight four six six three two.

utterance: Yes.

utterance: All right. This transaction and closer wbye bye, closure will occur as of today, nine twenty-eight.

utterance: Anything else I can do for you?

utterance: I just want to make sure and so it will be closed and the money should be in my account by when? In my new account.

utterance: Oh, I do apologize ma'am.

utterance: You have a balance of one thousand five hundred and sixty-two dollars. That we are going to take from account number four six zero one five two four four eight one two zero and going to put in to account two three one eight four zero one one four five three zero?

utterance: No! Oh my God! How incompetent can you be? Listen, you're going to take the money from account number two three one eight four zero one one four five three zero and you're transferring it to my savings account number is four six zero one five two four four eight one two zero. Jeez, how many times do I have to tell you people this?

utterance: Oh, my gosh. I'm so sorry about that ma'am. I'm just getting over a cold. My ears are a little clogged here.

utterance: And I apologize about that too. But it's not my problem and I want this fixed right now.

utterance: I understand. OK, again.

utterance: We're going to be transferring one thousand five hundred and sixty-two dollars as of nine twenty-eight two thousand twenty-one in to account number four six zero one five two four four eight one two zero.

utterance: Mhm.

utterance: With a routing of number or eight four six six three two?

utterance: Yes! Finally.

utterance: I apologize again. I just want you to know that this transaction and closure will occur, again, as of today. Nine twenty-eight.

utterance: And as of now, your account is closed with us.

utterance: I appreciate your business. Is there anything else I can do for you?

utterance: No. That will be it. Thank you.

utterance: Again, my name's Lori thank you for calling Intellibank. Have a nice day.

utterance: You too. Bye, bye.


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

utterance: Yes, this is Monica Stevens.

utterance: Mkay Monica. How are you today?

utterance: I'm great, how about yourself?

utterance: I'm doing pretty good, pretty good. Just can't wait to get off work.

utterance: Oh, I know how that feel.

utterance: Right.

utterance: I know how that feel. Ooh!

utterance: Could I get your date of birth?

utterance: It's one one nineteen sixty.

utterance: MK. New Year baby.

utterance: Yes.

utterance: All right, and for security purpose, can I get your state ID or drivers license number?

utterance: OK.

utterance: P G one three three seven four eight.

utterance: OK Can I also get your email?

utterance: Yes. Organic peach at Gmail dot com.

utterance: Organic peach. OK there. Peach as in the fruit?

utterance: Yes.

utterance: MK. All righty, and how can I help you today?

utterance: I want to open up a. A new account.

utterance: OK.

utterance: I'm a open up a savings account.

utterance: OK.

utterance: And

utterance: I see that you have a checkings account with us.

utterance: Right. Right. And I wanna open up a savings account.

utterance: Can I get that checkings account number?

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

utterance: All right. All right, let's get you ready for a savings account.

utterance: OK.

utterance: All right. You been enjoying your day lately?

utterance: Oh yes, oh yes.

utterance: OK, that's good. That's good.

utterance: Yes.

utterance: I'm not all that great about this weather. I like the cooler fall weather.

utterance: I'm. I'm hearing. I'm hearing the choir right there. I. This heat. I'm over it.

utterance: yep pretty much, we ready for the fall.

utterance: I am over it. Like the fall should never feel like summer.

utterance: No, no it shouldn't.

utterance: It should never feel like summer.

utterance: No, it shouldn't.

utterance: OK. Miss Stevens. I got you set up right now. And you have a pen and paper?

utterance: Yes, I do.

utterance: MK.

utterance: Your new account number.

utterance: All righty.

utterance: Will be zero zero one four five five six zero zero nine eight.

utterance: OK.

utterance: You will be getting that confirmation email It will have your right. Routing number and everything else in there. Do you want to put any money into this new account?

utterance: All righty.

utterance: Yeah, I'm a go ahead and put about three hundred in there to get it started and there.

utterance: OK.

utterance: And then you want to pull from the checking? OK. All right. Three hundred.

utterance: Yes.

utterance: Do you need my checking number again?

utterance: nah, I got it pulled up.

utterance: OK.

utterance: All right.

utterance: Sometimes the system takes a little while to update.

utterance: Right.

utterance: I I been waiting for and I'm, like you said, you over summer and I'm over summer and I love fall. My favorite time of the year is fall.

utterance: It's likewise. I'm born from fall.

utterance: Yeah it's. I love the rain. I love the smell. I I think last year we did have a a much of a fall. We did have fall. Cuz it's. Usually we don't have a fall. We get a lot of rain, and then we got snow. But last year I think we had a nice fall.

utterance: Yes.

utterance: Yeah, last year was definitely nice. I can definitely. We didn't have much of a winter. We didn't have much of a winter. Yeah. I'm thankful for that.

utterance: No, no, but we had a beautiful fall.

utterance: Yeah. Yeah, I mean. You know. This place. You don't see it. You don't see the leaves changing. They pretty much change and die. They. They. They fall off. And this time, I got to see the The season. The colors, and everything.

utterance: Right. Right.

utterance: Right.

utterance: That's good, that's good. That's the way you're supposed to see fall.

utterance: Right. Right.

utterance: Well, Ms. Stevens, it seems like we got a transfer into your new savings account. your remaining balance of your savings is five thousand. Eight hundred twenty-seven.

utterance: All righty. Perfect.

utterance: OK.

utterance: Oh, OK. Perfect.

utterance: Yeah and again, you're. You're update with the online? And the route? OK, OK. All right.

utterance: Yes, yes.

utterance: All righty. We

utterance: You can connect your new account. It should pop up. On your app. When you log in next time. So you should be completely fine. Anything else, Miss Stevens?

utterance: Oh, OK.

utterance: No.

utterance: That's about it.

utterance: All righty then. Well, you have a lovely day.

utterance: So, so do you. OK, you have a good one. Bye bye.

utterance: You, too.

utterance: Bye bye.


utterance: Good evening, thank you for calling Intellibanking Helpline. How may I help you?

utterance: Hi, yes, I'm calling because I'm interested in doing an internal transfer.

utterance: Oh sure, no problem. May I have your first and last name, please?

utterance: Of course, first name's Celine, last name's Dion.

utterance: OK, good evening Mrs. Dion.

utterance: Hello.

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

utterance: Of course, eleven eleven nineteen fifty-four.

utterance: OK. may I also have either your last four digits of your social or your account number?

utterance: May I give you the last four of my social?

utterance: That'd be perfect.

utterance: Three one six four.

utterance: Thank you so much, Mrs. Dion. All right, you said you wanted to do an internal transfer, is that correct?

utterance: That's right.

utterance: OK, perfect. OK, so Are you looking to move either money from your checking or from your savings account?

utterance: From my savings to my checking.

utterance: OK, perfect. I know you're unable to verify your account number, so I'm going to have some security questions, so if you can answer those for me, please.

utterance: Of course.

utterance: Can you please maybe state your mother's maiden name?

utterance: Yes, her maiden name is Larry.

utterance: OK, perfect. And I also need to need for you to verify the last transaction that took place with your checking account, please.

utterance: Of course, with my checking account, so that would be for yesterday. I made a purchase at Carrabas. It was for the amount of forty dollars and forty-five cents.

utterance: Perfect. OK, that's great. Can you also verify the last or recent transaction that took place with your savings account, please?

utterance: Yes, that was on actually today. I made a deposit in the amount of five hundred dollars.

utterance: OK, perfect. Thank you so much, Mrs. Dion. I was able to verify that information.

utterance: Your welcome.

utterance: And I believe you said that you wanted to do a transfer from your checkings to your savings or savings to checking? I apologize.

utterance: Yes, savings to checking.

utterance: Perfect. OK. and how much money are you looking to transfer over?

utterance: Three thousand dollars.

utterance: OK, that's great. So, I'll take three thousand dollars from your savings account and put that into your checking account, is that correct?

utterance: Perfect.

utterance: OK, Mrs. Dion just give me one brief moment while I do that.

utterance: OK.

utterance: OK, Mrs. Dion, I was able to do that internal transfer for you, so that'll be three thousand dollars in your checking account that was from withdrawn from your savings account. Please allow twenty-four to forty-eight hours for that to be posted on your account.

utterance: Perfect.

utterance: do you have any other questions?

utterance: Yes, I like to stop in just to use your ATM walk-in services I but I can't find the nearest location that's near my house. Can you help me with that, please?

utterance: Oh, sure not a problem Mrs. Dion. May I please have your street address, please?

utterance: Of course, it's forty-seven sixty Bell Port.

utterance: OK, perfect. May I have the city and state that you live in?

utterance: West Palm Beach, Florida three three four oh nine.

utterance: Ew, I love Florida. I love their sunny weather. How are you enjoying Florida so far?

utterance: So far it's great.

utterance: That's so nice to hear Mrs. Dion, I'm glad you're enjoying the sunny side state.

utterance: Thank you for asking.

utterance: Sunshine state, sorry.

utterance: It's OK.

utterance: OK, so based off the information you gave me I see that there are two locations that's closest to your home. So, I'll go ahead and give you the address to the closest one to your home.

utterance: OK, can you just give me a moment while I grab a pen and paper, please?

utterance: Not a problem Mrs. Dion let me know when you are ready.

utterance: OK.

utterance: I'm ready.

utterance: Perfect Mrs. Dion, so I'm going to go ahead and give you the street address and so you'll be able to find everything.

utterance: OK.

utterance: OK, the address is forty-nine ninety.

utterance: Yes.

utterance: Avenue Lane.

utterance: OK, and that's in Florida?

utterance: In West Palm Beach. Florida.

utterance: Yes, perfect.

utterance: Correct?

utterance: OK, great and that's four miles away from your home. So, that's the closest one.

utterance: Oh, my God

utterance: That's perfect.

utterance: OK, great I was glad I was able to assist you with that, and their hours at that local branch I just gave you is Monday through Friday from eight a.m. to five p.m. Saturday and Sunday they have limited hours and they're open from twelve p.m. to five p.m..

utterance: OK. OK, now let's just say that I was going to visit your branch after hours. Is there a way I can access your ATM machine on the is your ATM machine going to be accessible?

utterance: Yes, there is. For security purposes, we have an ATM that's inside our building. We also have a drive-thru ATM, so whatever is convenient for you. You can either drive up to our window and access the ATM or if you like to come in person or do it out of your vehicle, you can park your car and it's a lit drive parking lot stay in your vehicle and just have your debit card available or ATM card available whatever you have with us and it should be able a allow you to inside our building swipe in your card and then you'll be able to use our ATM inside our building. And they're twenty-four hours. The one the drive-thru is twenty-four hours and the standalone inside the building is as well as twenty-four hours.

utterance: Perfect that's music to my ears.

utterance: I'm glad I was able to help you with that Mrs. Dion. Do you need help with anything else?

utterance: No, thank you.

utterance: OK, perfect. You have yourself a great evening.

utterance: Thank you so much for your time and help. You have a great day yourself.

utterance: You do too. Thank you so much.

utterance: Thanks.

utterance: Bye bye.

utterance: Bye.


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

utterance: Oh! Yes, I wanna check my account. no, never mind. what do I do about a a stolen card? I let my friend borrow it and she never returned it.

utterance: All right. So we can actually report that card as stolen. It'll have to be canceled, and we'll have to Issue you a new card in a mailer. Usually, it takes about five to ten business days, will that be all right?

utterance: yes yes, that'll be OK.

utterance: OK, sir. so first of all before I complete your request, I'll have to get some information from you. Can I get your first and last name, please?

utterance: Yes my name is Keith Keith Smith.

utterance: All right, Mr. Smith. Can I get your date of birth?

utterance: Yes. Five nine, nineteen seventy-four.

utterance: All right. So could you tell me your driver's license number, please for authentication purposes?

utterance: yes. my driver's license number is, six one nine five two four nine six six.

utterance: All right. So lemme repeat that, it's six one nine five two four nine six six.

utterance: Yes.

utterance: OK, sir. So for your security question, can I get the name of your first pet?

utterance: Yeah, my first pet name is Lucky.

utterance: All right. Yes, that's the name we have here on file. So, sir, you said that your. You believe your card was actually stolen, OK?

utterance: Yes.

utterance: OK. So in order to process that request, I'm gonna need your credit card number on file.

utterance: All right. My credit card number is, five four seven nine four one eight five zero zero one zero zero nine one eight.

utterance: All right. So lemme repeat that back to you. I have here five four seven nine four one eight five zero zero one zero zero nine one eight.

utterance: Yes, that's correct.

utterance: All right, sir. Do you remember the day that you lost that card or the date you said your friend took it?

utterance: Yes, it was nine first.

utterance: OK. The first of last month?

utterance: The first of last month.

utterance: All right. So you haven't used that card since the first of last month.

utterance: No, I haven't.

utterance: All right. So do you remember the business you had your last transaction in before you before that card was stolen?

utterance: yes Mike Auto Parts.

utterance: OK. I will just verify that there was no transactions after Mike's Auto Parts may have went through. OK. Just gimme a moment while I look through your account and set up that cancellation on that card, sir. Just one moment.

utterance: All right.

utterance: All right.

utterance: All right, sir. I have gone through your account, processed that cancellation request, we will be sending you a new card to the address on file. I will need to verify that address with you. I have right here, your address as four one four Willow Road in Kansas City, Missouri, six four one zero four.

utterance: Oh! Yes, that's it.

utterance: All right. So that cancellation has been processed, we will be sending you a new card to this address, when you get that a card, it should be from the next five to ten business days. There will be an activation pamphlet in there so you can actually activate your new card online or over the phone, you can also do it, you know, through the ATM machine but we'll have instructions inside that package to give you any more information.

utterance: OK. And how long would that be?

utterance: it would be from five to ten business days, usually. So you should probably expect that around the fifteenth of this month, that will be like the in two Fridays from now.

utterance: OK.

utterance: OK.

utterance: OK.

utterance: So, sir, I'm very sorry that's happened to you but again, we're gonna process this, make sure that card gets to you on time. There should be no other activity on this account. So even if you do find the card or your friend gives it back to you, you won't be able to use this card, OK?

utterance: OK.

utterance: All right, sir. Will that be all for you today?

utterance: yes yes, I appreciate it.

utterance: Oh! Thank you so much for your time and patience, Mr. Smith. Again, my name is Cynthia, I hope you enjoy the rest of your day.

utterance: Thank you, you too.

utterance: Thank you, bye bye.


utterance: Hey this is Kelly, thank you calling Intellibank how can I help you?

utterance: Hey Kelly, how you doing? I think I have a problem.

utterance: Oh no.

utterance: Yeah so you so you see every every morning me and my friends would meet for breakfast before we go to work and this morning we went to go and when I went to pay for my breakfast I pulled my wallet out and my card was missing. And I don't know where it is, what happened. The last time I used it was at yesterday's breakfast then I don't know if I didn't get the card back. I asked. We usually go to the same place and I asked them while we were there and my card was not recovered there or found or anything so I'm not sure what the next step to do here or the process. Do I close my account? Should I I I think like in my head already which I'm thinking I wanna transfer some of my money out of my account to make sure I'm safe so. can you like instruct me what to do next?

utterance: Oh no.

utterance: OK.

utterance: Mhm.

utterance: OK. Let's just try and take a deep breath. This is a serious thing because your card is missing is the bottom line we don't know hopefully no one found it and tried to use it but let's let's take it step by step. we'll take our time. What is your first and last name?

utterance: My name is Scott Lauer.

utterance: How do you spell your last name?

utterance: L A U. E R.

utterance: Mhm.

utterance: OK Mr. Lauer and what is your date of birth?

utterance: March third nineteen seventy.

utterance: OK and your security question. What is your favorite food?

utterance: Buffalo Wings.

utterance: Nice OK. So do you happen to have the debit card or the credit card number that you lost or do you have the account number OK. I'll take that when you can.

utterance: I.

utterance: I have the account number.

utterance: Yeah let me let me.

utterance: Yeah.

utterance: When you're ready go ahead.

utterance: Yeah.

utterance: OK.

utterance: OK. So the number is. Oh seven six.

utterance: Mhm.

utterance: Mhm.

utterance: OK.

utterance: Two. Five one three four. Nine zero.

utterance: Mhm.

utterance: OK.

utterance: Uh-huh.

utterance: OK so that's zero seven six two five one three four nine zero.

utterance: Correct.

utterance: OK so when we go in I'm gonna look and see what the last transaction was. OK, so you said yesterday you were with your friends at the restaurant and that's the last time you swiped it.

utterance: Yes.

utterance: Yeah. yesterday morning.

utterance: What was the name of

utterance: That restaurant?

utterance: It's called the Magic Plate.

utterance: Magic Plate. OK I see that. But that's the last time you used it?

utterance: Yes.

utterance: All right. Well unfortunately there was a five hundred dollar charge at Walmart.

utterance: Oh no no no no no see the yeah we I I mean do I have to

utterance: Yeah.

utterance: OK. OK. No.

utterance: No. What we're gonna do is we're gonna recover your money. Obviously it was you know it was charged so what we're gonna do is number one I'm going to cancel this card right now.

utterance: OK.

utterance: so the card's gonna be canceled let me just do this. OK so that's canceled and then what I'm gonna do is I'm gonna escalate this to our security department and our. OK so I'm escalating that. So they're gonna do an investigation and we're gonna find out and let me tell you something, ninety-eight percent of the time we do track down the person who did it because you know there's cameras everywhere just to try to put you at ease, you will get your money back because you have insurance number one and number two the person will I mean they just don't think because they were in a Walmart so we can go back and look at the video.

utterance: I was gonna I was gonna stupid can you because you know you see the cameras checking out so I I mean it's gonna prove that it was not me. So to do to dispute this

utterance: Yeah.

utterance: Yeah.

utterance: Yeah.

utterance: Right.

utterance: Yeah, well I

utterance: I already set up the dispute and I escalated it for you so in about twenty-four hours you're gonna get a call from one of our agents our security agents that are on the case, whoever gets assigned to it so look out for that but right now in that account you have eleven thousand five hundred dollars. So you did have twelve thousand and then they charged that five hundred.

utterance: OK.

utterance: OK.

utterance: So you have eleven thousand five hundred dollars. Now do you wanna take that money that's your checking account. Do you want to and I did I did close that card. So there's a couple of things that are gonna happen. I could take that money and transfer it. I see that you have a savings. I'm just gonna need that number in a minute but do you wanna take that money and transfer it into your savings?

utterance: OK.

utterance: That's

utterance: You know before I even realized there was this transaction that happened, in my head I already thought to myself why don't I transfer you know just you know maybe for a couple weeks like ten thousand dollars from my checking into my saving. This way I know they can't access that money.

utterance: Uh-huh.

utterance: OK.

utterance: OK.

utterance: OK.

utterance: So you just want ten?

utterance: Uh-huh.

utterance: Yeah yeah I'd I'll leave a little bit in there just cuz I do have some.

utterance: OK.

utterance: Well

utterance: Yeah I did cancel it. But this is gonna be. But the thing is now what's gonna happen is I'm gonna be sending you a new card.

utterance: Yeah.

utterance: OK.

utterance: So I need to just confirm your address when you're ready just give me your address.

utterance: OK the address is seventy-one.

utterance: Mhm.

utterance: Thirty-one.

utterance: Mhm.

utterance: Powelton Avenue.

utterance: How do you spell that?

utterance: P O W.

utterance: Mhm.

utterance: E L.

utterance: OK.

utterance: T O N.

utterance: OK.

utterance: Avenue.

utterance: OK.

utterance: That's Philadelphia Pennsylvania. One nine one one five.

utterance: OK so that card will be out to you. It's gonna take three to five business days to get that card and there will be. Before you get the card you'll get a PIN number. You don't have to keep that PIN number you can change it. once you Once you get the PIN number hold onto that. When you get the card then there will be a sticker on the card with a phone number. It will prompt you through. It is really easy. You'll be able to set up your new card and you can change your PIN number then as well.

utterance: OK.

utterance: If you have any problems or questions you can always call us back no problem so that's all set so I'm gonna go ahead and I'm gonna transfer the ten thousand dollars. Now you just need to give me the savings account number that you want that to be deposited in.

utterance: OK the savings account number is it's oh nine six.

utterance: Uh-huh.

utterance: Five two.

utterance: OK.

utterance: Two one.

utterance: Uh-huh.

utterance: Seven nine.

utterance: OK.

utterance: Three six.

utterance: OK so you have three thousand dollars in there.

utterance: OK.

utterance: And so I'm gonna deposit the ten. It'll be automatic so you now have thirteen thousand dollars in that account and I'm so sorry that you have to be put through this this aggravation but it will be fixed. Don't worry you're not the only one this has has happened to and we will fix it I promise.

utterance: Thank you. I'll tell you I'll tell you what, do you like breakfast?

utterance: It. It.

utterance: Yes, I do.

utterance: Well if you guys solve and catch this person, I'm taking you to breakfast.

utterance: At the Magic Plate.

utterance: I would love it. OK, well anything else I can help you with right now? OK, thank you so much, and like I said, look our for that phone call from our agent.

utterance: That's it.

utterance: All right. I will. Thank you so much.

utterance: All right.

utterance: Take care.

utterance: Bye.


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

utterance: Wow. What a nice name you have Mister Paul. I bet you also look handsome as well.

utterance: Thank you very much ma'am. You also have a lovely name. So how can I help you today?

utterance: How is your day going? Hope you're having nice day.

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

utterance: my day my day is going beautifully.

utterance: Alright, that's lovely. How can I help you today ma'am?

utterance: I got an SMS regarding my account and I'd like to confirm the details if you can help me.

utterance: Sure, I can help you with the needed information. What information would you like to know about concerning your account?

utterance: I'd like for you to check my account balance.

utterance: OK ma'am. May I please have your first and last name?

utterance: Sure. My first name is Kate. And my last name is Thompson.

utterance: What is your date of birth please?

utterance: My date of birth is the twenty-ninth of January. Nineteen ninety-nine.

utterance: Can you verify the last four digits of your Social Security number?

utterance: Sure, I can. but please hold on a moment.

utterance: OK ma'am. Take your time.

utterance: OK, I've got it. The last four digits of my security number is four five seven four.

utterance: OK. For your security question, what was the name of your first pet?

utterance: The name of my first pet was Zion.

utterance: Oh, that's a lovely name. What is your bank account type?

utterance: My bank account type is it's a checking account.

utterance: OK. What is your account number?

utterance: I'm so sorry. I think I need to check my purse to bring out the account number. Please hold on a moment.

utterance: OK, take your time ma'am.

utterance: OK. My account number is four five nine eight. sorry sorry I made a mistake. it's four five nine five two eight seven four three six.

utterance: OK, please hold while I check your account balance please.

utterance: OK.

utterance: Alright. Thanks for holding the line ma'am. Your checking account balance is two thousand one hundred and fifteen dollars and twenty-five cents. Again, your checking account balance is two thousand one hundred and fifteen dollars and twenty-five cents. Would you like further information about online banking in order to check your account balance yourself in the future?

utterance: no thank you.

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

utterance: That will be all. Thanks for your help.

utterance: You're welcome. Again, my name is Paulson Smith. Thank you for your time and have a nice day.

utterance: You too.


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

utterance: Hi, I'm calling in to report that my account has been stolen.

utterance: Oh, no, I'm so sorry to hear that. I can go ahead and help you in this situation. Can I get your name and date of birth, please?

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

utterance: All right, thank you so much, Charlene. And can I, please, also get your account number?

utterance: OK, my account number is three five four six six eight seven nine two four. And also, my phone number is five five one two nine nine one five five one nine.

utterance: All right, thank you so much for that, Charlene. also, can I get your credit card number?

utterance: OK. My credit card number is one nine two nine three nine one three two seven five five two two two four.

utterance: All right, thank you.

utterance: wait a minute. I think I made a mistake.

utterance: No problem.

utterance: OK. repeat that again?

utterance: Sure.

utterance: OK. Four nine two nine three eight one three two seven five five two two two four.

utterance: All right, thank you so much for that correction, Charlene. one more question. I'm going to ask you your security question. And you're going to answer me the answer you you gave to it when you first created it. So, what is your mother's maiden name?

utterance: OK.

utterance: Taylor. T A Y Y L O R.

utterance: All right, thank you so much, Charlene. That is the correct answer. So now, what was the date that you first noticed your card was stolen?

utterance: Yes.

utterance: OK.

utterance: It was actually last night.

utterance: OK, last night. And do you remember your most recent transaction that you did with that card?

utterance: I bought concert tickets.

utterance: Concert tickets. And did you buy those concert tickets online?

utterance: No, it was at the theater.

utterance: In what, sorry?

utterance: It was at the theater.

utterance: OK, no problem. So, after you purchased your tickets at the theater, you saw. You noticed it was stolen.

utterance: Yeah. When I got back home I couldn't find it in my purse.

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

utterance: Yeah.

utterance: I will try to go ahead and fix the situation for you. So, what I can do is I can cancel that card so the person who stole it cannot make any transactions with it and I can go ahead and re-issue you a new one.

utterance: OK.

utterance: OK, so can I please confirm the address so I can issue you your new card?

utterance: OK. It nine three three.

utterance: Uh-huh.

utterance: Brookside Street Garland That's Texas. And ZIP code is seven five zero four one.

utterance: All right, thank you so much for confirming your address for me. So, I have gone ahead and I've canceled your old credit card. It has been canceled and I have just issued you a new one. And you should receive it in about three to four weeks. Three weeks is minimum. And four weeks will be the maximum number it will take for you to receive it. If you don't receive it by four weeks you can call us again. And we can try to figure out when it will arrive. And once you receive it there will be a sticker on the back of the card that you can use to activate it. There will be a phone number on it. And it will be machine automated. So, you'll call the number and the machine will prompt you to activate your card.

utterance: Uh-huh.

utterance: OK.

utterance: Uh-huh.

utterance: Oh, OK.

utterance: Yes, and is there anything That else?

utterance: That.

utterance: Sounds good.

utterance: Of course, is there anything else you would like help with today?

utterance: No, that's it for today.

utterance: All right, thank you so much for calling Intellibank. Take care.

utterance: You, too.


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

utterance: Hi, how you doing? I'm at a grocery store and the machines are down how am I supposed to pay for this stuff that I'm trying to buy? Can you help me?

utterance: Yes sir, I certainly can. It looks like we actually could probably get you to an ATM that way you can pay for your groceries in cash.

utterance: Alright, that sound great.

utterance: Alright sir, let me look up a couple addresses for you. first can I get your first and last name please?

utterance: first name Dale, last name Walker.

utterance: Alright Mr Walker, I'm going to need a little bit of information about that location you're calling about. So that I can find the branches of ATM that's closest by you.

utterance: Alright.

utterance: Alright, sounds good.

utterance: OK so can I get that street address please?

utterance: yes it's nine six six East Halifax Street.

utterance: Alright sir, could you give me the city, state and ZIP code?

utterance: OK the city is is Peoria. Peoria. In the north. six one six five six.

utterance: Alright sir, so you said nine nine six East Halifax Street in Peoria, Illinois. Six one six five six. Alright, let me let me look this up and see if I can find a couple of branches really close by you.

utterance: Yes.

utterance: Yes.

utterance: Alright.

utterance: OK sir. It actually looks like we have one right around the corner. And you actually in walking distance from that location but we also have three more that are located a little further away if you wanted to drive in and purchase your items drive to get the your money and then come back and purchase your items.

utterance: Mm

utterance: OK so you got two locations close by? Alright I'll take those.

utterance: Yup.

utterance: OK sir, so the first location is at twelve, Northeast Penn Oak Street.

utterance: Penn Oak Street.

utterance: Yes, sir. and that is right around the corner from that address probably within walking distance, it looks like, that's actually one of our branches with the ATM located inside the lobby.

utterance: All right.

utterance: OK and what time do they close?

utterance: OK sir, the branch itself is closed already since it's after four, but that lobby area will be closed down around ten p.m..

utterance: Ten p.m.. Alright that sound great.

utterance: OK sir and that next location we have, we have three more locations that are less than a mile away. But, you know, they're not within walking distance, so you would have to drive to those. OK that next location is at thirteen Buttonwood Drive.

utterance: Alright.

utterance: Oh OK.

utterance: Buttonwood Drive.

utterance: Yes sir. That one is about a quarter mile away.

utterance: yeah so it's in driving distance and that is actually a twenty-four hour branch location.

utterance: All right.

utterance: OK.

utterance: So that ATM should be available to you for twenty-four hours.

utterance: OK are there any transaction fees?

utterance: No sir, there's no transactions fees at that ATM.

utterance: We do have an ATM outside of our local branch. It does require a transaction fee but it's a little bit closer than these other two that I'm gonna list for you. You wanna have that one as well?

utterance: All right.

utterance: OK.

utterance: Yes, is this walking distance?

utterance: Yes sir, that one's in walking distance but it's not at our local branch so if you go to that one the fee will be around two to five dollars for debit. OK.

utterance: All right, that's fine.

utterance: So that location of that branch is outside of our banking is at seventy-one twenty-four East Middle River Avenue.

utterance: Alright. Thank you. That's seventy-one twenty-four East you say River Avenue? OK. I got that.

utterance: Yes, sir, East Middle River Avenue.

utterance: OK and I'll give the I'll give you these other two locations just in case you wanna you know in in case you pass by these branches and you wanna make a drive there. OK, so this next location is about a half a mile away at six five six North Bohemia Drive.

utterance: Alright.

utterance: Alright.

utterance: That one actually is within a lobby of a branch that's not open right now cuz it's after four but that one's open till ten as well.

utterance: OK, I got that.

utterance: OK and this next one is actual twenty-four hour branch location with a drive-thru.

utterance: All right.

utterance: It's at twenty-nine Beach Lane.

utterance: OK I got that.

utterance: OK, sir.

utterance: Alright I've got all of those. You've helped me very much.

utterance: man are things going are things going good for you? I bet you get a lot of calls like this I mean I mean helping people.

utterance: Yes sir.

utterance: Yes, sir. I do have to help a lot of people through the day and that what's keeps my day going pretty well. I like actually being able to help.

utterance: Why that's good no but that's good spirit to have.

utterance: Right thank you so much sir. Is there anything else I can help you with?

utterance: that's about it.

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

utterance: Thank you.

utterance: Thank you. Bye bye.


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

utterance: yes. Hello. I need to make a transfer from my savings account to my checking account, please.

utterance: OK. I'm gonna have to ask for a few questions to verify your account information before I complete your request.

utterance: OK.

utterance: let's start with your full name and date of birth, please.

utterance: my name is Jimmy Locks.

utterance: Is that Jimmy with a Y?

utterance: Yes.

utterance: And Locks, L O C K S?

utterance: Yes.

utterance: All right.

utterance: And my date of birth is twelve twenty-three nineteen seventy-four.

utterance: OK. And that's twelve twenty-three nineteen seventy-four?

utterance: Yes, ma'am.

utterance: Could you tell me your Driver's License number, please?

utterance: Yes. My Driving License number is six one nine five two four eight six nine. And my phone number is, Area Code six oh one six six seven sixty-seven thirty-seven.

utterance: All right, Mr. Locks. let me verify that driver's license number with you, it's six one nine five two four eight six nine?

utterance: Yes.

utterance: All right. And could you tell me, for security purposes, what was the name of the street you lived on as a child?

utterance: I stay on kinda hard to remember, nine oh eight North Monroe Street.

utterance: All right. North Monroe Street. That is correct. That's what we have on file here. All right, sir. So you said you wanted to do a transfer?

utterance: Yes.

utterance: For your savings account?

utterance: Yeah. From my savings, please.

utterance: All right. From your savings to your checking?

utterance: Yes.

utterance: All right could you give me that account number on your savings, please?

utterance: Account number on my savings is five eight six zero nine five six four.

utterance: All right. Let me repeat that back to you, sir. It is five eight six zero nine five six four, you said?

utterance: I'm sorry, I left out a number.

utterance: OK.

utterance: OK. I'm gonna say it back over. It's five eight six oh nine six one four four.

utterance: Six one four four. OK, so, five eight six zero nine six one four four. OK. All right, sir. So the current balance on that account is twenty-three thousand five oh six. What was the amount you wanted to transfer?

utterance: Yes.

utterance: Yes.

utterance: Wanted to transfer just five thousand, please.

utterance: OK. And you wanted to transfer five thousand into your checking account. Could you give me that number please?

utterance: Yes, it's five eight six zero two four three seven seven three.

utterance: All right, again, sir. That number was five eight six zero four three seven seven three?

utterance: Yes.

utterance: All right, could you give me just a moment while I handle that transaction for you.

utterance: OK.

utterance: OK, Mr. Locks. I have transferred that five thousand from your savings to your checking account. That should actually be within that account within the next between now and the next two hours. Usually takes only a few minutes, but sometimes there's little hiccups. So, again, don't feel pressured by that. It should be in your account.

utterance: OK.

utterance: OK. You said in the next few hours?

utterance: Yes, sir. Within the next two hours. Mkay. If you don't see that transfer, actually in your account, just call back and let us know. Sometimes there's a little issue with it, so we make sure we'll handle that to correct that and get that money in your account as soon as possible.

utterance: Two hours? All right.

utterance: OK.

utterance: All right, sir. I have a confirmation number for this transaction. Would you like to write that down?

utterance: Yes.

utterance: OK. That confirmation number is two zero five.

utterance: All right.

utterance: Five five three six oh four nine.

utterance: OK. Got it.

utterance: All right. is that all you wanted today, sir?

utterance: y~

utterance: yes, ma'am.

utterance: OK. Well thank you again, Mr. Locks, for your time and patience. Again, my name is Connie and I hope you enjoy the rest of your day.

utterance: You too.


utterance: Thank you so much for calling Intellibank. My name is Michelle. Who do I have the pleasure of speaking with today?

utterance: My name is Amelia Jones.

utterance: Hi Amelia. How are you today?

utterance: I'm doing well. How about yourself?

utterance: Good, thank you. how is it that I can help you?

utterance: So I am needing to make a wire transfer. I'm needing to send some money over to my cousin in England.

utterance: OK.

utterance: he just I don't know, he's over there and he he just seems to need some help every time he goes over there and now he's asking me for money so that he can buy a plane ticket to get back.

utterance: Oh well that is very kind of you to be helping out. let's go ahead and get your information pulled up and we'll get you started here. can you confirm your date of birth for me?

utterance: it is six twenty-seven of seventy.

utterance: Perfect and can you also verify your credit card number?

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

utterance: One OK perfect and can you also verify the name of your first pet?

utterance: Lucy.

utterance: Lucy OK. Thank you. Alright. So I have your account information pulled up here. I appreciate you verifying all of that information for me. let me go ahead and start by getting the bank account number that you would like the money to be withdrawn from.

utterance: so I'm gonna use my account number one two three four five six seven eight nine one.

utterance: OK, perfect. I got that pulled up here. Alright so you had mentioned that you wanted to send the payment over to your cousin in England, correct?

utterance: mmhm.

utterance: Yeah.

utterance: OK and before we move forward I just wanna advise you of your account balance that currently it is seven thousand two hundred eleven dollars.

utterance: OK.

utterance: I'm just looking here .

utterance: To is that from my checking or my savings account?

utterance: that's your checking account, yes. Is that the account that you'd like to use for the transfer?

utterance: OK.

utterance: Mhm yeah that's correct.

utterance: OK, perfect and I do just need to advise you first of the fees associated with transferring money via wire to England.

utterance: OK.

utterance: OK. So here with Intellibank it is twenty-five dollars to do the transfer on the phone with an agent, me. if you wanted to do it online it is fifteen dollars. I don't see you have your online banking set up or we can talk about that if you want and the conversion rates in England, for England pounds it's one pound per one dollar thirty-eight US dollars.

utterance: So how does it usually take to get there?

utterance: The wire transfer can it will be immediate if you do it over the phone with me.

utterance: OK. OK.

utterance: Does that all sound good and dandy? You ready to go forward with that or?

utterance: Yeah, let's go ahead.

utterance: OK, perfect and what is the dollar amount?

utterance: let's go ahead and send over two thousand dollars.

utterance: Two thousand dollars, OK. And do you have the deposit routing number?

utterance: yeah the routing number for the account we're going to?

utterance: Correct, in England.

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

utterance: Got it and how about the bank account number?

utterance: two four six eight one zero one two one four.

utterance: OK. Excellent. And this will take out two thousand dollars from your bank account and it will add the twenty-five dollar fee to that so it'll show up as two thousand twenty-five dollars.

utterance: OK.

utterance: OK. this like I said over the phone with an agent will go through immediately. I've verified that the funds are in your account and available so your cousin should have it there within a couple of hours . did you have any questions before I hit go on this one?

utterance: no, I think that's good. I just hate to send my money over there.

utterance: Well I think that you're doing a nice thing for your cousin so I'll go ahead and hit continue here. OK, perfect so I have a confirmation number if you'd like.

utterance: Yeah.

utterance: OK, what's that number?

utterance: It is two two four one three four four nine.

utterance: OK. OK. Alright then I will give him a call and let him know he should see that here pretty quickly.

utterance: Yeah, absolutely. is there anything else that I can help you with before?

utterance: no I think that'll do it for today.

utterance: OK, perfect. Well thank you so much for being part of Intellibank. You have a wonderful day.

utterance: Alright, thank you. bye.

utterance: Bye bye.