utterance: Hello and thank you for calling Intellibank. This is Peter. Whom do I have the pleasure of speaking with?

utterance: Hi, Peter. this is Nina Bishop.

utterance: Hi, Nina Bishop. How are you doing today?

utterance: I've done better.

utterance: You've done better? How can I help you?

utterance: I wanna dispute a charge on my credit card.

utterance: OK, Nina. can you give me your first and, I mean your date of birth, please?

utterance: February twentieth, nineteen seventy-four.

utterance: February twentieth nineteen seventy-four and Nina Bishop. OK. And what account are you calling in reference to?

utterance: to my checking account.

utterance: In your checking account? OK. and the checking account number?

utterance: I don't have it.

utterance: OK. Do you have a credit card number that I could use to verify, lookup?

utterance: I do but I gotta go get it, so could you hold on a minute, please?

utterance: Sure.

utterance: I can.

utterance: Thanks. I'll be right back.

utterance: All right, I'll be waiting.

utterance: Hello, Peter.

utterance: Yep.

utterance: All right, so here's my credit card number. It's three four, one one, one.

utterance: Three.

utterance: Four one one.

utterance: One zero nine one.

utterance: One one zero nine one?

utterance: Z~

utterance: Yep. Four four five two.

utterance: Four four, five two.

utterance: Eight, one hundred.

utterance: Eight, one hundred?

utterance: Yep.

utterance: OK. And I've got that pulled up right now. And for security purposes, can you give me your mother's maiden name?

utterance: Toncheva.

utterance: I'm sorry. Could you spell that for me?

utterance: T O N C H E V A.

utterance: C O M C H E V A?

utterance: OK, what? Can can can you say that again? No T, as a Thomas.

utterance: C.

utterance: T, as a Thomas. T O M?

utterance: No, T O N, as a Nora.

utterance: T O N, as a Nora.

utterance: C H.

utterance: C, as it Charley. H, as in hungry.

utterance: Yes.

utterance: E, as in Evelyn. V, as in valley, and A as in alpha? OK.

utterance: Correct.

utterance: All right. And I do see that that is the that it's. OK. So I'm into your account. The you said there's a dispute?

utterance: Yes. It's about there's a charge from Nordstrom, and I have not been in Nordstrom in the last month.

utterance: And how much is the charge for?

utterance: It's for two thousand five hundred dollars.

utterance: Two thousand five hundred dollars from Nordstrom. So, what's the date of the charge?

utterance: Yes. It's a lot.

utterance: it is March fifth.

utterance: March sixth?

utterance: Fifth.

utterance: Fifth. March fifth. And is there anybody else that has access to your card?

utterance: Oh, no.

utterance: No? OK. no family members? No, anything like that?

utterance: Nope.

utterance: Mm. And you don't recall being in Nordstrom?

utterance: No, I have not been in Nordstrom.

utterance: Did you?

utterance: Order anything from Nordstrom? Online?

utterance: No, I haven't. I called them. I talked to to them. They said that they will look into and most likely refund, and I haven't heard anything from them. So I I'm calling you guys.

utterance: Got it. So you've contacted the business already?

utterance: Yes.

utterance: Correct? OK. it looks like this charge is has gone through and so at this point what they would suggest is that we lock your card and issue a you a new card.

utterance: OK.

utterance: because that will. Because somebody obviously has your card or has has your card information.

utterance: OK.

utterance: So by locking it, then that would prevent them from putting any charge further charges on this. Also, I'm going to forward this to our dispute resolution team.

utterance: OK.

utterance: And they can take it from there. Your new card, we will send that out overnight and you'll have that new card tomorrow. And somebody from our dispute resolution team should be in contact with you either today or tomorrow.

utterance: OK. Do I have to be home cuz I live in a condo building and I don't want it left in front of my door?

utterance: that would be preferred if you were home and they could deliver it directly to you. Is there an alternate place where we could deliver it?

utterance: well I just moved into town. Don't know anybody. Can you actually send it to my work?

utterance: we could send it to your work.

utterance: OK.

utterance: And what is your work address?

utterance: it's twenty-one hundred Canyon Drive.

utterance: Park City, Utah. Eight four zero nine eight.

utterance: so twenty-one hundred Canyon Drive, Park City, Utah, eight four zero one eight?

utterance: No, eight four zero nine eight.

utterance: Eight four zero nine eight, OK. OK. And what is the company that you work for?

utterance: Mish Mash.

utterance: Mish Mash?

utterance: Yep.

utterance: OK, so we will send it to Mish Mash of your name.

utterance: OK, and then that and that will be before five o'clock?

utterance: yes. It will probably be since it's going to a business, it'll probably be first thing in the morning. you will need to sign for it.

utterance: OK.

utterance: So please be prepared for that.

utterance: So I cannot call in sick, OK. Got it.

utterance: No you.

utterance: Cannot call in sick. I'm sorry.

utterance: OK. So is there anything else that I can help you with?

utterance: OK.

utterance: no. Not today. That's that's plenty.

utterance: OK. Well, thank you for calling Intellibank. And we are happy to have you as a customer, and we will talk to you soon. If there's anything else that we can do please let us know. And your new card will be delivered tomorrow. And somebody from dispute resolution will be in touch with you shortly.

utterance: Thank you.

utterance: All right, have a great day.

utterance: Bye bye.


speaker_role: Agent

utterance: Hello this is Josie with Intellibank, how may I help you?

speaker_role: Customer

utterance: hi Josie, I need to make a wire transfer as soon as possible, and could you tell me if when or when this wire transfer will occur once it's initiated?

utterance: yes sir, if we initiate today the transfer will occur by close of business today, as long as we initiate it today before two o'clock which you're it's noon right now over here so that's we should have no problem with that.

utterance: OK, that's that's just great. It's kind of a long story but I was gambling at in New Orleans at Harrah's and and my gosh I lost a a a fair amount of money. And I and I was, let me tell you I was riding high, I was doing well. Anyway point is now I don't have enough money to pay the IRS, I have a penalty and so I need money in my checking account as soon as possible.

utterance: OK, let me help you with that, one moment. can you give me your first and your last name?

utterance: Yes, my name Michael Johnson.

utterance: OK Mr. Johnson, I'll be happy to help you with that. And I need to get your date of birth as well?

utterance: My date of birth is March twentieth nineteen ninety-seven.

utterance: Thank you. And I need to get an authentication ID, something like if you have your drivers license number we can use that.

utterance: Yeah, sure I have my drivers excuse me, I have my driver's license number right here. Are you ready?

utterance: Yes sir.

utterance: Two four seven five six nine two seven.

utterance: Thank you Mr. Johnson, let me repeat. Two four seven five six nine two seven. Is that correct?

utterance: Yes, that's correct.

utterance: All right, let me put you on hold for one moment so I can pull up your account information.

utterance: OK Mr. Johnson, thank you for holding. I did pull up this information. I do need to ask you a security question. Could you please confirm your mother's maiden name?

utterance: yes, my mother's maiden name is Jeffries.

utterance: Could you spell that please, sir?

utterance: yes of course. J E F F R I E S.

utterance: Thank you, Mr. Johnson. Confirmed. let me go ahead and help you process this transfer. Could you give me the account number that you would like to transfer the funds from?

utterance: yes this is my savings account and it is the the savings account number is eight five zero one seven eight.

utterance: Thank you. Eight five zero one seven eight. And confirming that is your savings account.

utterance: OK, what is the dollar amount that you'd like to transfer?

utterance: I owe a quite an amount oh excuse me, I owe quite a bit in taxes but I'm just trying to transfer enough just so I can pay off the penalty so it's no longer on my record, so I'd to transfer, for now, five hundred dollars to my checking, that is.

utterance: Thank you, five hundred dollars. There is a five dollar transfer wire transfer fee that is also added, so that will come out of your savings account. Is that OK?

utterance: yes that's acceptable. Maybe transfer a little bit more then to compensate for that fee. How much did you say it was again?

utterance: It's five dollars.

utterance: OK, so could I transfer five hundred and five dollars please?

utterance: just confirming we will only be transferring five hundred, but the five dollars would be withdrawn from your savings account.

utterance: Oh OK so there's no need to transfer five hundred. Oh yeah you're correct ma'am, yes that's acceptable.

utterance: Very good, thank you. Your current balance in your savings account is four thousand seven hundred eighty-eight dollars and two cents, that is before the five hundred dollar transfer and before the five dollar fee is withdrawn. this transfer will be going can you give me the name of the institution where you would like the funds transferred to?

utterance: yes I'd like to transfer it to Sunrise Credit Union.

utterance: Very good, do you have the routing number?

utterance: I do. Are you ready?

utterance: Yes sir.

utterance: Three one four five five one three six two eight. Is that correct?

utterance: That sounds correct.

utterance: Thank you. And what is the account number where you would like the funds deposited into at Sunrise Bank?

utterance: this would be my checking account, and the account number is four one eight five five five. That's four one eight five five five.

utterance: Four one eight five five five. Is that correct?

utterance: Yes.

utterance: Thank you. One moment, let me enter this information. Oh I did need to ask you, that account, is that a domestic account or an international account where the funds will be going into?

utterance: it's a domestic account. I'm I'm using Sunrise Banks to pay off the IRS because I have a bit more favorable lending options with Sunrise. Not that Intellibank is not as good, but I prefer to pay with Sunrise Credit Union.

utterance: We certainly understand that, that is not a problem sir. Let me go ahead and put you on hold while I enter this information and then I'll come back to confirm that this transfer will be processed. One moment please.

utterance: All right, thank you for holding, Mr. Johnson. All right just confirming we will be transferring five hundred dollars from your savings account as Intellibank, account number eight five zero one seven eight. There is a five dollar fee for that transfer, and the funds, the five hundred dollars will be transferring effective the it will be initiated today, it will also be effective today, October the twelfth. And the funds will go into your account at Sunrise Credit Union, routing number three one four five five one three six two eight, and into account four one eight five five five. That is your checking account at Sunrise Credit Union. Would you like some information in the future about online banking? In the future you you you're always welcome to call us, but if you have our app or even if you use a browser on your computer you can transfer funds like this much more conveniently from your own home if you'd like to. Would you like some more information?

utterance: that's all right I have an Android and I'm not quite sure if you have a app on the Android app store. but I might check it out myself in the future.

utterance: Well I can confirm the app does work an an Android phone as well, so do give us a call if you have questions. You should be able to download it, that app whenever you'd like to. Is there anything else I can do to help you?

utterance: no that'll be all Josie, thank you for your help.

utterance: Thank you, Mr. Johnson, we appreciate your business.

utterance: Bye bye.

utterance: Bye bye.


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

utterance: yeah. Something's going on with my checking account. I'm looking at my statement, and I've got a charge for sixty-seven dollars and eight cents don't know what's going on with it.

utterance: All right. I can certainly help you try and figure that out. Can I get the name on the account, please?

utterance: Rolly Wood, W O O D.

utterance: Thank you, Mister Wood. And can I get your date of birth, please? July thirteenth.

utterance: Nineteen forty-one.

utterance: All right. And I just need you to answer this security question for me so I can access your account. What was the street that you grew up on?

utterance: Eight forty-two, Chapel Drive.

utterance: Chapel Drive. All right. Thank you, Mister Wood. Now let me see if I can help you figure out what this charge is. Now is this on your checking account I'm assuming?

utterance: Yes.

utterance: All right. And what date is the charge showing?

utterance: September fifteenth, twenty twenty-one.

utterance: OK, I'm seeing a few transactions on that date. Can you please tell me what the amount was?

utterance: Sixty-seven dollars and eight cents.

utterance: OK, yes. I see that charge. It looks like it was placed as an online transaction. and you don't remember placing this order, Mister Wood?

utterance: No, I do not. And it it says that Los Angeles, California?

utterance: Yes, sir. That shows where the transaction was processed through. I see that here.

utterance: I live in Florida. it wasn't me.

utterance: OK. Well, it does show it was an online transaction, sir. So it may have been something you purchased online possibly?

utterance: Mm, no. I don't buy books. I don't even hardly read.

utterance: OK. does anybody else possibly have access to that account or your your debit card associated with the account?

utterance: Mm, no. It's just me. I don't have a wife. I don't have any kids. I'm old. I I don't know what's going on. I I'm not very happy about it.

utterance: Well, certainly, I'm I understand the frustration, Mister Wood. Well, let's see. You don't you say you don't buy anything online. Is it possible that you have a subscription to something that might be charged on that account?

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

utterance: OK. And your card has been in your possession. You haven't misplaced your card or misplaced your wallet at all in the last couple of weeks?

utterance: No, I've got my card right here.

utterance: All right, Mr. Wood. Well, let me go ahead and could I have you verify your driver's license number for me, sir?

utterance: All right. Hang on a second, while I while I go get my wallet.

utterance: OK, I've got it.

utterance: All right, sir. If you could go ahead and just read that out for me, please.

utterance: W five C E C S nine T H I M H.

utterance: All right, sir. Let me read that back and make sure I got that correctly. That's W as in William, S as in Sara C as in cat, E as in electric. C as in cat, S as in Sara, the number nine. T as in Tom, H as in Hank. I as in India, M as in marble, and H as in Hank. Is that correct?

utterance: That's correct.

utterance: All right, sir. Well, I have verified that information, and since you say you have not misplaced your card and no one else should have access to your account and you don't recognize the transaction, would you like to go ahead and escalate that as a disputed transaction. And I can get it sent through to our fraud investigations team for you?

utterance: if that that's the only way I can get my money back, yes.

utterance: Yes, sir. I will need to process it through our fraud investigations team so that they can investigate further. I can certainly get that escalated for you. And I would also advise that if you can contact that vendor and let them know the situation, they might be able to reverse that charge before our investigations team. They can take up to ninety days to fully investigate and verify this as a fraudulent charge.

utterance: I just want my money back. I didn't do it. And I don't know what's going on with y'alls bank but.

utterance: It's not right.

utterance: I certainly understand sir. And I apologize for the inconvenience it has caused I will go ahead and place a a temporary credit on your account for that funds pending the investigation. so you will see that money back in your account and then a member of our investigation team will follow up with you if they need any more information or to let you know the outcome of that investigation.

utterance: And again, I would ask that you can, if possible, contact the vendor. you know, ultimately, they have the control of reversing that money out of your account. without us needing to verify through the fraud process.

utterance: OK. I guess I'll have to do that then. All right.

utterance: All right, Mister Wood. And again, I apologize for the inconvenience this has caused for you. Is there anything else I can help you with today beyond escalating that to our investigation team?

utterance: No, that'll be all.

utterance: All right, Mister Wood. If you'll just hold on the line for one minute while I get this escalated.

utterance: Just to verify, Mister Wood, you said you'll you reside in Florida, is that correct?

utterance: That's correct.

utterance: Thank you, sir. I just wanted to put a note on here to in the escalations, so that they would be aware of that.

utterance: All right. I've gone ahead and got that escalated for you. And again, it can take up to ninety days. For that investigation to be processed. you will get sent a letter in the mail with whatever their outcome is. And if more information is needed from you, a member of that team will contact you. and there should be or there will be a temporary credit to your account in the amount of sixty-seven dollars and eight cents that will post to your account in the next two to three business days. as a reversal for that pending the investigation.

utterance: OK.

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

utterance: No, I don't think so.

utterance: All right. Well, thank you so much for being a customer of Intellibank and again, I apologize for any inconvenience this has caused you. And if there's nothing else, I will let you have a wonderful rest of your day.

utterance: All right. Thank you.

utterance: Thank you. Have a good day.


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

utterance: Hi, yes, my name is Sam Butler. B U T L E R. And I need to see if there's a branch located near me, and I need to check my account balance. My checking account balance.

utterance: Absolutely, Mr. Butler. can I first off know what city you're wanting to find one of our branches in, please.

utterance: I I live at six ninety-two Prairie Street, Des Moines, Iowa, seven six seven three five. And I need to check if there's a branch nearby that. Nearby me.

utterance: All right, no problem. Let me go ahead and put that information in and find what the closest branch to you is.

utterance: All right, it looks like we have two branches within twenty miles of you. would you like just the closest branch, or would you like information on both of those branches?

utterance: Give me the address of the closest branch.

utterance: All right. The closest branch looks like it's going to be eight miles from the address you gave me. And the address of that branch is four one three Mockingbird Avenue. And it's in Des Moines Iowa.

utterance: OK. I think I might know where that's at.

utterance: All right. And would you like to know the operating hours of that branch, sir?

utterance: yes.

utterance: Absolutely. That branch is going to be open Monday through Friday from eight a.m. to five p.m. and Saturdays from nine a.m. to two p.m..

utterance: Oh, cool, that's good. You're open on Saturday. Most banks are not even open on Saturday anymore. That's great.

utterance: Yes, sir. We do like to offer that as an extra service. We know not everybody can take care of their banking needs just Monday through Friday. So we do like to give that as an option to our customers.

utterance: OK

utterance: And was there anything else I could help you with today, sir?

utterance: I. I need to check my account balance on my checking.

utterance: Absolutely. if you would go ahead and verify your name for me one more time, sir.

utterance: Sam Butler. B U T L E R.

utterance: All right. Thank you for that information. And can I get the last four digits of your social security number?

utterance: Five two four six. And my. My birthday is January seventh. Two thousand one.

utterance: All right, Mr. Butler. I've got your account pulled up here. And I see you have a checking and a savings? And just to verify one more time, you were wanting to check the balance of your checking, is that correct?

utterance: My checking account, yes.

utterance: All right. Shows you have an available balance today of Fifty-six dollars and forty-two cents.

utterance: Cool. so how long have you worked at the bank?

utterance: Oh, well, I've been working at Intellibank now for five years, I believe. Or just coming up on five years.

utterance: Oh, that's. That's good. You like it?

utterance: Yeah, I really like working here. It's. it's a good family atmosphere, and it's get to meet a lot of interesting people, fielding these calls every day.

utterance: All right. Can I go ahead and check my savings account also?

utterance: Absolutely, Mr. Butler. Let me switch screens here and pull up your savings account.

utterance: All right. The available balance as of today in your savings account is one thousand four hundred and ninety-six dollars and twelve cents.

utterance: OK I'm gonna need to be ordering. Ordering some checks pretty soon. can I do that online, or can you do that for me, or how do I do that?

utterance: You can absolutely order your checks online, Mr. Butler, or I can go ahead and place that order for you right now. Whichever way you'd prefer.

utterance: OK, how much are my checks?

utterance: they are free for checking account holders. so you wouldn't have to pay anything.

utterance: That sounds great. and how many do I get?

utterance: every book of checks comes with a hundred and fifty checks, I believe.

utterance: OK. Yeah. Give me a box of those.

utterance: A box of those? All right. A box comes with five books. So that should be quite a few checks for you there, Mr. Butler. And I'll go ahead and get that order placed. you can expect to receive them in three to five business days. and if you could verify your address on file for me one more time, so I make sure we get these to the correct address.

utterance: Six ninety-two Prairie Street, Des Moines, Iowa. Eight four three seven six is the ZIP code.

utterance: All right. I will get those sent out to you as soon as possible. make sure to keep out an eye for them in your mailbox in three to five business days.

utterance: OK, I appreciate your time.

utterance: Absolutely, Mr. Butler, and I appreciate you being such a loyal and long term customer with Intellibank. Is there anything else I can help you with today?

utterance: I don't think so.

utterance: All right, Mr. Butler. And if you don't mind, there will be a transfer to a survey at the end of the call. and if you don't mind filling that out for us, let you know. Let us know how your experience today was, we would greatly appreciate it.

utterance: OK, sounds great.

utterance: All right, Mr. Butler. You have a great day.

utterance: All right. Thank you.


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

utterance: Hi, my name's Hank. I lost my credit card and I need to know where the closest branch location is to me.

utterance: Sure, Hank, I'd be happy to help you with both of these issues. Let's just pull up your account. What is your full name and your address, please?

utterance: My name's Hank Harlow, and I live at one fifty-two Justice Way.

utterance: Thank you. And your phone number?

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

utterance: All right, and your date of birth?

utterance: September twenty-first, nineteen ninety-nine.

utterance: Great. Please verify the last four of your Social for me.

utterance: It's forty-four eighty-one.

utterance: And then, what was the name of your first pet?

utterance: Matilda.

utterance: Thank you. So, for this credit card issue, do you believe you've misplaced it or that it's actually been stolen?

utterance: No, I think I lost it.

utterance: All right, and do you know that credit card number?

utterance: Yeah, I've got the number right here.

utterance: Great. Can I have that number?

utterance: Sure. the number is four four one two two two one two three nine eight seven zero one zero four.

utterance: Thank you, Hank. One moment while I review the account here.

utterance: Sure, take your time.

utterance: All right, Hank, can you tell me where and when you lost your card?

utterance: It was last night, October twenty-second, in Las Vegas.

utterance: Can you confirm the name of the business?

utterance: I think it was Bennet Entertainment.

utterance: And what was the amount of that charge?

utterance: It was about twenty dollars and some change.

utterance: All right, lets see. Yep. Yep, I've got that right here. It was twenty dollars and thirty-two cents, last night in Las Vegas, at Bennett Entertainment. So, that was the last charge made and nobody has been using that card since then. So, I'll go ahead and cancel the card and request that you be issued a replacement. That new card will arrive by mail in seven to ten business days. You'll be required to call the number listed on the back of the card to activate it. The process is automated, fairly simple. It'll take you less than sixty seconds. Do you have any questions about that?

utterance: yeah, will the envelope say Intellibank on it?

utterance: Actually, no, it'll be a plain white security envelope. There'll be no indication a credit card lies within.

utterance: OK, good.

utterance: And you wanted the nearest branch location info? What is the address of your current location?

utterance: I'm at two twenty-one Pinecone Court in Las Vegas, Nevada.

utterance: All right, one moment while I retrieve that info for you.

utterance: No hurry. So, how's your day going?

utterance: pretty good, how about you?

utterance: Well, besides losing my credit card, I'm doing all right. I mean, how cliche is it to lose my card in Vegas? My wife's gonna kill me. Have you ever been here?

utterance: To Vegas? No, I've been through while traveling to California. Passed through in the night one time. All the beautiful lights, it was cool. But I've never actually gotten out of the car. It looks like a lot of fun. I do hope you're able to enjoy your time there, despite the loss of your credit card.

utterance: Thank you. I'm sure I will.

utterance: All right, lets see here. OK, I do show two branch locations within one mile of where you're at. There is a branch at one five five six nine Helena Avenue, and then we have another branch at one oh one Highway four nineteen. It says here that it's at the corner of Pioneer Path and Highway one of one.

utterance: OK, great. Thank you. I have a question. is there anything else I need to do? Like, what if someone uses my card?

utterance: Oh, well, the last charge was last night, as I said, at that Bennett Entertainment. I don't see any other activity and I've canceled the card, so it'll be declined if presented for payment. It's very unlikely additional charges would post after I've canceled the card.

utterance: Yeah, that makes sense.

utterance: Yeah, we. Once we've canceled the card, if if anybody had touched it or used it for payment, presented it for payment last night or today before you called, it should've showed immediately that someone had attempted to use the card . It's very unlikely that. That anything further would be posted on there.

utterance: OK, good.

utterance: All right, do you have any other questions or concerns?

utterance: nope, that'll do it.

utterance: All right, Hank, thanks for calling. Have a great day.

utterance: You too. Bye.

utterance: Bye bye.


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

utterance: Hi. Yeah. I thought you were called Intel Bank but whatever. I need to make a transfer wire or whatever it's called.

utterance: OK. I can help you with a wire transfer.

utterance: OK. so it is to another country. Can we do that?

utterance: Yes. As long as you have the routing number and the account number in which you want the funds transferred. I can help you with that. Can I first get your account number that you'd like the the funds transferred from please.

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

utterance: OK. Thank you. And your name?

utterance: My name is Karen Huxley. My date of birth is two eighteen ninety-two. My social security number is.

utterance: Oh.

utterance: Thank you. That's. That's actually. I don't need your social but thank you very much for your date of birth. Also I do need a couple more pieces of information from you for your security. your authenticating ID. Which would be your driver's license number.

utterance: OK.

utterance: It is six six one seven five four O R for Oregon. That's where I am calling from. And like I said I will be transferring out of the country.

utterance: OK. Thank you very much. and your security question. It says here. can I get the name of your pet please.

utterance: Oh let's see. I set up the account back in two thousand two I think? So lemme go through that. I've had so many dogs you know. Just because you know I need a therapy animal Its it's Oregon. You get kinda depressed once it hits winter because it just rains constantly.

utterance: Right.

utterance: That's

utterance: What I've heard. There's a lot of rain in Oregon.

utterance: Yeah. It's so depressing. I feel like when you go to the store everyone is just it's Oregon. I'm depressed. Buying snacks and sweets. And I know I always find myself doing that when I'm depressed. I have so many snacks. And it's like I wonder why am I gaining weight? any who. So two thousand two. Let's try was it Pickle? I had two dogs.

utterance: Pickle. That's not the answer I have down here. Is there another dog name you might've used?

utterance: All right. Let's see.

utterance: Pickle had cancer. So. Maybe Pickle died before this account? Let's try Sonny? My. Maybe Sonny.

utterance: Yeah. That's that's the answer you have down here.

utterance: OK.

utterance: She was the best dog. She's actually still with me. She's about nineteen years old. And I'm just. I'm praying that she doesn't go cuz I need this girl for the rest of my life. You know what I mean?

utterance: I. Yeah I'm really attached to my dog too. I do know what you mean.

utterance: She's better than my husband.

utterance: Well that. Let's. let's get on with your wire transfer. what amount did you want to transfer today?

utterance: So I need to transfer twelve hundred dollars to the African government. Because my daughter is there on missionary status. And apparently she didn't think she had to pay taxes in Africa. And now they're saying that if she doesn't pay she's gonna go to jail. And I gotta get this taken care of today. Or else. You know. There goes my my daughter.

utterance: Oh.

utterance: Mhm.

utterance: Yeah. Well let's get this taken care of for you right away. So you said this was Bank of Africa?

utterance: Yeah. Yeah. I don't I I believe it's the government bank. So maybe it's the government IRS. I have no idea.

utterance: OK. Well do you have the. You said you had the account number and the routing number? Let's start. Let's start with the routing number please.

utterance: Yes.

utterance: OK. So it's one five six F three two nine eight one. I. That's what they told me. I don't know. It's it's Africa. They could have some weird symbols in there that I don't know about.

utterance: OK. Well, let's see.

utterance: Yeah. A

utterance: Routing number is never gonna have a letter. So is it. Maybe a number that looks like the letter F. Well let's try this without the letter F.

utterance: Oh. You know what. I just read my re~. It's it's a nine. It's not an F. I've. I need to go back to school for handwriting lessons.

utterance: It's a nine?

utterance: OK.

utterance: Yeah I didn't know they had those at school. Interesting. OK. So routing number and then can I get the account number in which you want this deposited?

utterance: Oh OK. It's a long one. It's four six seven three zero two nine five eight three one two. Did you get that?

utterance: I think so. eight three one two is the final four?

utterance: Yes. they gave me another one. Do you need the second one? I have it here. It's five two what is that? Eight one. Should I keep going?

utterance: OK. Great.

utterance: No.

utterance: just one account number is fine. So when I put in the routing number with a nine instead of F. It did come up as Bank of Africa. So.

utterance: OK.

utterance: OK.

utterance: Does it say African IRS or is that. Like does it say what the account name is cuz I don't wanna be transferring my my money to some random Africa account. I mean this could be the prince of Africa for all I know.

utterance: It doe~

utterance: Yeah. I not. It does not say who owns the account. It does just say that it was Bank of Africa. And the account number you gave me is a real account number. But it doesn't. Like I said. It does not say who owns the account. Did you want to continue with this wire transfer?

utterance: OK.

utterance: Yeah. I mean it is only a thousand dollars. And you know. I I make pretty good money so. If it's wrong then my daughter will be paying me back.

utterance: OK. All right. Well I've initiated the wire transfer be~.

utterance: Now

utterance: Do I have security on my account? Like if for some reason it was someone not correct. Can they get into my account? Or do you guys provide that kind of security?

utterance: We don't. Since you're providing us with a a routing number and a account number. If this is incorrect then you would not receive your money back.

utterance: It's not like the post office? Where you know. You pay for two day shipping and if you don't get it you get your money back?

utterance: No. That would not occur. are you sure you want to continue with this transfer. Wire transfer?

utterance: Oh, that's messed up.

utterance: Yeah I suppose. I mean if I get. If I get random charges I can go to fraud right? Like if they keep using my account for random things.

utterance: Oh!

utterance: OK. Yes. If they. If they use the account from which you are withdrawing. OK. Yes. If. If that was to be used that would be fraud unless you approved of it which you know happens.

utterance: OK. I'm not

utterance: In Africa. So I'm not making any purchases.

utterance: That makes sense. Yeah. And it's too rainy in Oregon.

utterance: It's too hot.

utterance: Yeah. You gotta find a middle. I'm thinking Arizona maybe. But I hear it's hot there too. But at least it's close to Las Vegas coz you know. I like those slots.

utterance: Yeah.

utterance: It's how I became a millionaire.

utterance: Oh. Very interesting.

utterance: But that's in another bank. I don't trust it in Intel Bank. I keep my Whatever. I keep my small money with you guys.

utterance: Intellibank

utterance: OK. Well That wire transfer will be initiated today and will hit within the next business day. because Africa is. Depending where in Africa. They are about least twelve hours ahead of us. So it will take one business day for this to be completed.

utterance: Hmm.

utterance: I think she's in Zimbabwe. I I don't really know. Does it say Zimbabwe on the account?

utterance: Oh, OK.

utterance: It does not. No.

utterance: Darn. I wish they would do that.

utterance: well maybe would you be interested in transferring all your millions into Intellibank?

utterance: Not right now. No. I can't risk Africa getting my millions.

utterance: OK. I understand. Maybe something to think of because we offer really great interest rates for deposits with us. But if there's anything else I can help you with.

utterance: Nope. Don't think so.

utterance: OK great. Well we'll get this done and you have a very great day.

utterance: You too.


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

utterance: Hello Alicia. My name is Jim Ferretti.

utterance: I thank you, Jim. How are you doing today?

utterance: I'm doing all right, how are you?

utterance: Good, thank you. I got some information that came up here. Let me go ahead and just verify some information so I have your account pulled up. Can I start by getting your account number?

utterance: OK.

utterance: yeah, my account number is seven, eight, seven, four zero, zero, five, six two, nine, four, six, eight, six, eight, five.

utterance: OK, thank you. And if I can also have you verify your security question. It looks like it's a four digit pin.

utterance: Oh, it's seven, two, eight, two.

utterance: OK, perfect. And your date of birth, please.

utterance: August tenth, nineteen seventy-four.

utterance: OK, I appreciate all of that information.

utterance: Sure.

utterance: What account is it that you're calling about today?

utterance: My checking account.

utterance: Your checking account. OK, and what can I help you with?

utterance: Well, I was hoping to check my balance, if possible.

utterance: And maybe make a transfer.

utterance: OK. Yeah, let's take a look at all of those options here.

utterance: Perfect.

utterance: so it looks like on your regular bank account your balance is three hundred twenty-two dollars and forty-four cents.

utterance: I'm sorry, can you repeat that once?

utterance: Yeah. Three hundred twenty-two dollars and forty-four cents.

utterance: OK, a little less than what I thought but all right.

utterance: Is there maybe a transaction that you don't remember, you want me to check on for you?

utterance: could you tell me like the last two transactions?

utterance: Yeah, absolutely. I can see forty-five dollars at an Arco yesterday.

utterance: Makes sense.

utterance: And there's charges pending your account right now for thirty-five dollars at it looks like also an Arco.

utterance: do you, by any chance, see a transaction at Petco?

utterance: on what date?

utterance: I think it was on the seventeenth?

utterance: On the seventeenth of this month or last month? Today is the seventeenth.

utterance: Oh sorry, it must have been the fifteenth. I apologize.

utterance: OK.

utterance: Let's take a look. yeah, Petco, twelve ninety-nine.

utterance: Twelve ninety-nine? Is it still pending? Because I I thought that it was, I thought it was more than that. But.

utterance: No, it looks like it has fully charged to your account.

utterance: All right, perfect.

utterance: Yeah.

utterance: All right, so we've got the balance . You said you wanted to maybe do a balance transfer. Is that.

utterance: Yeah, are you, are you able to tell me my savings account balance as well?

utterance: Yeah, your savings account balance is twelve thousand dollars even.

utterance: OK, Yeah, if I could transfer from my savings to my checking, please?

utterance: Yeah, I would be happy to help you with that. there is no fee for doing a transfer over the phone with me I just wanted to you, let you know that. But there is a faster way to do it in the future through our online banking. And if you want to, I can discuss that as well. but how much are you wanting to transfer?

utterance: let's see. I got some bills coming up, so, I guess we can just transfer like a even fifteen hundred.

utterance: OK, you want to do fifteen hundred from your savings account into your checking account.

utterance: Yes, please. That's the one that my debit card's connected to so that's the one I usually for transactions and whatnot, so.

utterance: Well, then that makes perfect sense. OK, so I'll go ahead and get this started. Are we transferring it today, effective today? Or another day?

utterance: If possible, today, yeah, cos I had some things I needed to do later.

utterance: Yeah, absolutely. I went ahead and I got that transferred so it should be available for you right away. and if you'd like a have a confirmation number for you.

utterance: yes, please.

utterance: OK. It is three four two two one six eight.

utterance: Here, let me read that back to you. Three four two two two six eight.

utterance: Correct. Three two two one six eight.

utterance: Oh sorry. three four two two one six eight.

utterance: You got it.

utterance: Perfect, thank you so much.

utterance: Absolutely. So we've go the we. No, the balance on your account and the transactions. transferred the funds into your checking. Which I can see did go ahead and clear, so it's available. Was there anything else that I could help you with today?

utterance: would it be possible for you to tell me the new balance on my account?

utterance: Yeah, so let's see. With this transfer, it's gonna be one thousand five hundred three hundred twenty-two dollars and twenty-two cents.

utterance: That that sounds about right, thank you.

utterance: Yeah, absolutely. And, again, just a reminder, you can do all this information, check your balance and do balance transfer through our online banking Do you have that set up?

utterance: I don't have that set up yet.

utterance: OK.

utterance: If you'd like, I can send you a link so that it can you can get that setup. and it will just go to the email that we have on file for you.

utterance: Perfect, that would be very much appreciated.

utterance: OK and it's just your first and last name at Gmail dot com, is that still correct?

utterance: Correct.

utterance: OK. Perfect. Well, I just sent that, and if you have any other questions about that you can let us know. But, other than that, have I taken care of the reason for your call today?

utterance: Absolutely, thank you very much. I appreciate your time.

utterance: Well, it was my pleasure. Thank you so much for being part of the Intellibank team. Have a great day.

utterance: Thank you. You, too.

utterance: Thank you so much.


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

utterance: yes this is Dan Thomas and I need to close my savings account.

utterance: And then I need to transfer the remaining funds of my savings account to a checking account.

utterance: All right, Mister Thomas. I can certainly help you with that if you can go ahead and verify your full name and date of birth for me.

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

utterance: And my birthdate is five twelve nineteen sixty.

utterance: All right. Thank you Sir. And can I get your debit card number if you have one?

utterance: And the last four of your social security?

utterance: debit card is two six six nine four zero seven seven. Three five six five. One zero nine three. And the last four of my social security number is eight zero one one.

utterance: Thank you, sir. And then the security question on your account is your mothers maiden name.

utterance: Green. G R E E N.

utterance: Thank you.

utterance: All right. And you're wanting to close your savings account, is that correct?

utterance: That's correct.

utterance: All right. Can I ask why you're wanting to close out your savings account today?

utterance: I really don't use it and I don't get very much interest off of it. So I just don't have any need for it anymore.

utterance: Certainly. Well I can understand that. if you could let me know the the account number for the savings account.

utterance: Two nine zero zero two one, eight four two zero. Wait a second. I I may have said that wrong. Let me. Let me give it to you again. Two zero nine zero two one, eight four two zero. I think that's the correct number.

utterance: And my checking number account is three one one two one five seven five one four.

utterance: All right. Thank you Mister Thomas. I've got those pulled up. and you said this is a checking account that you're wanting to deposit into. Is that correct?

utterance: That is correct.

utterance: All right, thank you. And can I get the routing number for your deposit account?

utterance: Four five six eight two four five three one.

utterance: All right Sir. I've got that pulled up and ready to go. And it looks like you had four hundred and ninety-six dollars and seventeen cents in your savings account today.

utterance: You wanted to go ahead and transfer the that full amount to your checking account?

utterance: Yes, please.

utterance: All right Sir. I've got that in the system and we'll go ahead and start that processing for you and you should see that balance available in your checking account by the close of business today.

utterance: I. It may take through till tomorrow though. But it should be available today.

utterance: OK. there's no fee associated with doing this, is there?

utterance: no Sir. There won't be any fee for closing your account today. And it looks like you have closed that savings account out before you will be charged the monthly service fee for it. if you do however see that fee on your statement give it a couple of days to refund it. And if it does not get refunded to you, go ahead and give us a call back just in case the system had had an issue with it. But you should not see that fee.

utterance: OK. That sounds great. You've been a big help.

utterance: Well I appreciate that Mister Thomas. Is there anything else I can help you with today?

utterance: I can't think of anything.

utterance: All right. Well if you'll hang on the line after we disconnect, there will be a brief survey. You can let us know how we did and how we can better service you in the future.

utterance: OK. You have a good day as well.

utterance: All right. Have a wonderful rest of your day, Mister Thomas.

utterance: All right. Thank you.


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

utterance: Hi hi I have family stopping by for the weekend I use to handle all my finances online but I would like to talk to someone in person to get some things for the before they get here. Do you think I can get help with that?

utterance: Yes sir. certainly I can help you with that. Would you like the location of some branches near by so you can go and seek one of our financial associates?

utterance: yes please that would be very helpful.

utterance: All right sir. Before I give you that information I need to get a little bit of background. From you so that I can get you . So I can get you the closest locations available.

utterance: All right.

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

utterance: my first name is Dale. Last name is Walker.

utterance: All right Mr. Walker. Could you give me the location of the address in question?

utterance: yes, yes My address is four I mean three three four zero Pinewood Drive. North Chicago Illinois. area code six zero zero six four.

utterance: All right sir. Repeat this back. your location is at thirty-three forty. Pinewood Drive. In North Chicago Illinois. ZIP code six zero zero six four.

utterance: Yes. Correct.

utterance: All right sir. Give me just one moment while I look up some locations around that address.

utterance: All right. All right. Oh boy.

utterance: I'm gonna have a heck of a time with the family stopping by. do you have any family stopping by to visit you this weekend?

utterance: no sir. My family lives a long way out of town. I usually only see them around holidays. So I am gonna see them close to Thanksgiving.

utterance: Oh OK. I hope you have a good time. Eat a lot of turkey I hope.

utterance: Yes sir. I hope you do too.

utterance: man.

utterance: All right Mr. Walker. Looks like we have four locations that are pretty close to your address.

utterance: OK.

utterance: OK. That first one is at eighty-two fifty-two South Station Street.

utterance: Eighty-two fifty-two South Station Street.

utterance: Yes sir. Those branch hours are seven a.m. to four p.m.. Monday through Thursday.

utterance: OK.

utterance: Seven a.m. to five p.m. on Friday.

utterance: All right.

utterance: And that branch is also opened on Saturday from seven a.m. to two p.m..

utterance: OK. I got that.

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

utterance: All right. Half a mile.

utterance: Yes sir. All right. We have the next one is located at ten Railway Avenue.

utterance: Ten Railway?

utterance: Yes sir. Railway.

utterance: All right.

utterance: That one has the operating hours of eight a.m. to five p.m. Monday through Friday. And ten a.m. to two p.m. on Saturday.

utterance: OK. Next step.

utterance: Our next location is about three quarters of a mile from you.

utterance: All right.

utterance: That location is at eighty-five ninety-seven Kingwood Street.

utterance: Eighty-five ninety-seven Kingwood Street.

utterance: Yes sir. Those hours of operation are from eight a.m. to four p.m. Monday through Friday.

utterance: OK.

utterance: And it does open on Saturday from eight a.m. to two p.m..

utterance: Eight a.m. to two p.m..

utterance: Yes sir.

utterance: OK. I got that.

utterance: And this last location is a mile away. It does have extended hours however so sometimes this will be like the best location to go to later in the day.

utterance: OK.

utterance: This one is open from eight a.m. to six p.m. Monday through Thursday.

utterance: Monday through Thursday. I got that.

utterance: And it's open from eight a.m. to seven p.m. actually.

utterance: Oh that's good.

utterance: On Friday.

utterance: Aww that's cool.

utterance: This one is closed on Saturday and Sunday, however.

utterance: All right. Got that. I do have a question.

utterance: Yes sir.

utterance: do do any of the branches have ATM machines inside of them? And are they available after hours?

utterance: Yes sir. we actually have two of these locations have interior ATMs. The one on eighty-five ninety-seven Kingwood Street, it has an interior ATM that is available till five p.m..

utterance: All right. .

utterance: So it's not available after hours. It actually they shut down that lobby.

utterance: OK. So I'm available till five?

utterance: Yes, sir.

utterance: OK.

utterance: But the one on twenty-six Wayne Street, that one is available till ten p.m. that night. That one has an exterior lobby area that that they leave open.

utterance: All right.

utterance: All right.

utterance: All right. I think I'll go with that one. All right. I appreciate that.

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

utterance: That's about it, Leslie. I sure appreciate your help there.

utterance: All right thank you so much Mr. Walker for calling us today. I hope you have a wonderful rest of your day.

utterance: Thank you.

utterance: Thank you. Bye bye.


utterance: Thank you for calling Intellibank. This is Lisa, how can I help you today?

utterance: Hi! I need to pay for a car out of my account.

utterance: OK, you're buying a new car?

utterance: well it's used but I'm buying it from a car lot.

utterance: OK. And they would like you to make a wire transfer to pay for that that car?

utterance: Yes, that's right.

utterance: OK. I can help you with that. I need to get some information from you first. Do you have an account with us already?

utterance: Yes, I do.

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

utterance: Pamela Couch.

utterance: Great. And your date of birth?

utterance: It's August second, nineteen sixty.

utterance: OK. And I need your address and phone number, please.

utterance: My address is one eight four two Woodvine. That's W O O D, V like Victor I N E.

utterance: Thank you.

utterance: And that street is Fairpoint, Ohio four five three two four.

utterance: Is there possibly an apartment number listed with that?

utterance: Yes, H two.

utterance: Thank you. And your phone number again?

utterance: Is nine three seven five three two five five seven nine.

utterance: Awesome. And then, I need to get two more things to verify your identity. First one's gonna be your authenticating ID number.

utterance: well that's my driver's license number. It's D L five four two nine one six.

utterance: Thank you for that. And then the answer to your security question, It could be your pet's name or your mother's maiden name.

utterance: my mother's maiden name is Winn.

utterance: W I N N?

utterance: Yes.

utterance: Thank you for that, I was able to verify your information. Now can you give me the account number? Since you have two accounts with us I need the account number that you'll like to withdraw the funds from.

utterance: It is three five six seven zero eight nine.

utterance: Thank you. And the routing number on that account?

utterance: The routing number. This is hard to read but it looks like one one zero two four one.

utterance: Yeah. That's right, thank you. All right. So let's talk about this transfer, how much is the cost of the car?

utterance: This is nine thousand.

utterance: Nine thousand, OK. And it looks like you have enough in your account to transfer nine thousand out. So we . Right now you have twenty thousand in your account and after that nine thousand transfer and the fee, you will have nine thousand and eighty left.

utterance: OK.

utterance: Does that sound correct?

utterance: How much is the fee?

utterance: Twenty dollars.

utterance: OK.

utterance: Is that OK with you?

utterance: That's fine.

utterance: OK. So this is a domestic transfer within the United states or is it an international transfer?

utterance: It's here within the United States.

utterance: OK, I figured as much but I have to ask. So go ahead and give me the name of the bank that you would like it to go to.

utterance: I'd like it to go to Ohio Federal Bank.

utterance: All right, and do you have their routing number by chance?

utterance: Yes, it is five six zero seven zero one one.

utterance: OK. And their account number is?

utterance: could you hold on just a minute?

utterance: Sure.

utterance: Sir, what's your account number? OK, ma'am, it's four five six zero five nine.

utterance: Great, thank you. It's easier when they're right there to help you, huh?

utterance: Yeah.

utterance: Good. OK. So I'm gonna initiate this transfer today but the transfer won't actually occur until Monday the eleventh.

utterance: Oh no! I've gotta have this right away because I don't have transportation to work.

utterance: Oh! That's not good. OK. Well, I can put you on hold and ask a manager if we can expedite it for you. I can't promise, but I can definitely ask.

utterance: Yeah, definitely ask.

utterance: All right, hold on just a minute, please.

utterance: Ms. Couch, are you still holding?

utterance: Yes.

utterance: OK. I talked to my manager and he is going to go ahead and expedite the transfer out today, however, there will be an an expedited fee of forty dollars. Is that something you're willing to do?

utterance: Forty dollars, is that in addition to the twenty?

utterance: No, that will just be forty all together.

utterance: OK, that's fine.

utterance: OK. So we'll go ahead and initiate it now and it will be done at the end of the business day, today at five o'clock.

utterance: OK, thank you.

utterance: Thank you, welcome. That's the fastest we can do it.

utterance: OK.

utterance: All right. So looks like we got that all set up but I need to read the numbers back to you just to verify it for myself before I send it through.

utterance: OK.

utterance: Are you ready?

utterance: Yeah.

utterance: OK, we're sending this money from Intellibank and your routing number is one one zero two four one one .

utterance: OK.

utterance: And the account number is three five six seven zero eight nine, does that sound right?

utterance: Yes, they're both correct.

utterance: All right, and we're sending ten thousand dollars today? OK. And it's going to Ohio Federal Bank?

utterance: Yes.

utterance: Wait a minute, it's nine thousand dollars.

utterance: Nine thousand. OK. I'm sorry, lemme change that. Thank you. So I have it set for nine thousand and it's going to Ohio federal Bank.

utterance: Yes.

utterance: And the routing number is five six zero seven zero one.

utterance: That's right.

utterance: And the account number is four five six five zero nine.

utterance: That's correct.

utterance: OK. So I went ahead and initiated that transfer, it should be done by five o'clock.

utterance: OK.

utterance: Now I need to ask, do you have online banking set up with us?

utterance: No, I don't.

utterance: OK. So one of the options to do wire transfer instead of calling, if you're frustrated with the wait time would be to do it in online banking. Can I go over really quick how you should set that up?

utterance: OK.

utterance: Yeah, sure.

utterance: OK. So you're gonna go to WWW dot Intellibank dot com and click on online banking at the top of the page.

utterance: OK.

utterance: And then has an option for sign up new account.

utterance: OK.

utterance: And you will need your basic information, your name, your address, your phone number, and then it will ask you for your authenticating ID and security questions like you gave me at the beginning of this call.

utterance: OK.

utterance: And the account number. One of the. Just one of your account numbers to set it up.

utterance: OK.

utterance: It doesn't matter which one. And then it'll process that after you hit submit and then you'll have access to your account balances, you can make transfers, and on the transfer tab off the top of the page, it will give you the option for a wire transfer there too.

utterance: OK.

utterance: So unfortunately, you'll have to call if you wanna expedite it but for a regular wire transfer, the option is right there on the page.

utterance: Is that free if I do it that way?

utterance: It's still a twenty dollar fee.

utterance: Oh! I see.

utterance: but it might be quicker than waiting on hold for the phone. E. Either way, you're welcome to call.

utterance: OK.

utterance: OK.

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

utterance: No, not today.

utterance: All right. Well, I hope you enjoy your new car.

utterance: OK, thank you.

utterance: You're welcome. Bye bye.

utterance: Bye.


utterance: Hi, thanks for calling Intellibank. How can I help you?

utterance: Hi, I'd like to my account balance.

utterance: OK what's the number on that account.

utterance: let me check real quick. OK it should be five three eight one two six.

utterance: OK great. and your date of birth?

utterance: My date of birth is oh nine oh two nineteen ninety-three.

utterance: OK. And your last name, please.

utterance: Samson.

utterance: OK, and what is your mother's maiden name?

utterance: Johnson.

utterance: Great. Yeah, thank you so much. we have to go through a lot of security checks just to make sure you're not getting personal information.

utterance: Gotcha.

utterance: All right so are you we're looking at your checking account today? That balance?

utterance: Yes checking account.

utterance: OK so it looks like your balance is one thousand twenty-seven and seventy cents. is there anything else I can help you with today?

utterance: can I also check my savings?

utterance: Yeah so your savings is at three thousand forty-seven and ninety-nine cents.

utterance: Great. OK thank you.

utterance: Yeah, thank you. Have a great day.

utterance: You too.


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

utterance: Good morning. My name is John Andrew.

utterance: How are you doing today? How's work?

utterance: OK. Thank you, sir. I'm fine. How're you doing too, sir?

utterance: I'm good. Everything is good here too.

utterance: OK. Thank you for calling Intellibank. How can I help you, sir?

utterance: Please, I made a transfer to my sister. She's yet to receive the credit.

utterance: OK. If I get it correctly, sir.

utterance: You made a transfer to your sister.

utterance: And then she's yet to receive the credit.

utterance: Yes. She has yet to see the funds.

utterance: OK.

utterance: It's over five hours now.

utterance: OK.

utterance: OK, sir. I will need to get some informations from you real quick.

utterance: Is that OK?

utterance: Yeah. I'm ready.

utterance: OK, sir. your full name, sir.

utterance: John Andrew.

utterance: OK. John Andrew, sir. OK. A moment.

utterance: OK. Sir John Andrew, what is your bank account number?

utterance: Yes.

utterance: Four three.

utterance: OK.

utterance: Nine six.

utterance: OK.

utterance: Four five.

utterance: OK.

utterance: Seven zero nine one.

utterance: OK. A moment please.

utterance: OK.

utterance: OK. Sir Andrews, please, what is your date of birth?

utterance: OK. My date of birth is tenth March nineteen eight six.

utterance: OK. Tenth March nineteen eight six. OK, sir. OK, sir.

utterance: A moment.

utterance: OK.

utterance: OK, sir. I'm gonna ask you for your license ID number.

utterance: OK. I'm gonna call that right now.

utterance: OK.

utterance: OK.

utterance: B six two zero.

utterance: OK.

utterance: Seven eight zero.

utterance: OK.

utterance: Four five.

utterance: Nine two one zero.

utterance: OK. A moment, sir.

utterance: OK. Please hold on, sir.

utterance: OK.

utterance: OK, sir. I'm gonna ask you some security questions.

utterance: OK.

utterance: sir. What is your mother's middle name?

utterance: OK. Sarah.

utterance: OK. Sarah.

utterance: Yes.

utterance: OK, sir. What is her first name?

utterance: Charlie.

utterance: OK.

utterance: OK, sir. what's your favorite food?

utterance: Seafood.

utterance: Oh.

utterance: OK, sir. I love seafood too. OK, sir. OK. I verified the account is yours, sir. How about what type of bank bank account is that?

utterance: It's a checking.

utterance: OK. It's a checking account.

utterance: OK.

utterance: Yes.

utterance: OK. It's a checking account, sir. OK, sir. A moment please.

utterance: OK, sir. Oh, I just checked right now. From our end, the transaction was successful. Probably, it's from the recipient bank.

utterance: OK.

utterance: So I advise you wait for some hours.

utterance: OK. I will also like to lay a complaint. I noticed I was charged extra bank charges. What could possibly be the problem?

utterance: OK, sir. you were charged extra.

utterance: Yes.

utterance: OK, sir. what date was that, sir?

utterance: Today. Fourteenth.

utterance: OK.

utterance: OK. Today. Today.

utterance: OK. Please, sir. A moment.

utterance: OK, sir. extra charges was from the bank.

utterance: Yeah.

utterance: sir. Sorry for the inconveniences but we do maintain a service monthly. It was included in the agreement form you signed.

utterance: OK. I wasn't aware about that. Maybe I've forgotten about that.

utterance: OK, sir. it is included in the agreement form you signed. If you want clarifications on that, you can visit the bank at your leisure time.

utterance: OK. Maybe, I'm gonna read that in your internet banking app.

utterance: OK, sir. do you need help with online banking? Is that something you would need help with?

utterance: Yeah. If I have anything. You could amend you know.

utterance: OK, sir. It's pretty easy. You can just log in to the website with your phone with your computer. Then you log in your details. Make sure that you're on the right website.

utterance: You log in your details then you follow the prompts. It's gonna be easy from that moment onwards. Then if you wanna check accounts. If you wanna do transfers everything will be listed there.

utterance: Is that OK, sir?

utterance: Yeah. I'm very OK with that. Thank you.

utterance: Wait.

utterance: Yes, sir or if you need for for the assistance you can come to the bank for clarifications. Is that OK, sir?

utterance: Yes. Thank you.

utterance: OK. Is there any last thing I can do for you, sir?

utterance: No I'm OK.

utterance: OK. sir, sorry for the inconveniences and oh OK, sir. thank you once again for contacting Intellibank. Do have a nice day.

utterance: Thank you so much. You have a nice day too.

utterance: Yeah. Bye.

utterance: Bye.


utterance: Good afternoon, this is Steven Intellibank.

utterance: How may I help you today?

utterance: Hi, I'm in town and I need to take out some money out of the bank.

utterance: Very nice. So you are a Intellibank customer? And you're visiting.

utterance: yes, I'm visiting Winslow Arizona.

utterance: OK, we have, we do, I do show here that in Winslow Arizona we do have ATMs.

utterance: Can you tell me what your current address is?

utterance: yeah, I'm staying at the hotel Marmit. In Winslow. And the address is one twenty-three take it easy drive.

utterance: OK. One twenty-three take it easy drive.

utterance: OK. I show multiple ATMs close by.

utterance: I show one at one twenty-three main street. Is that close to your location?

utterance: I think that's probably like four or five blocks away. Got anything closer?

utterance: OK. Actually we show one right next door to the Marmot hotel.

utterance: Oh, well that works. Where, what's the address?

utterance: Yep. It's at

utterance: Bob's Grocery. it's on the very same street. number eight twenty-two.

utterance: Eight twenty-two take it easy drive and that was Bob's Grocery?

utterance: Yes, Bob's grocery. That's correct.

utterance: OK.

utterance: Alright. would you like a couple other locations just in case just in case that one doesn't work for you?

utterance: no. That's pretty close to me, I'll, I'll stick with that. I'm not one that likes to change.

utterance: OK. I understand.

utterance: I. One of the questions I have. Is there a daily withdrawal limit?

utterance: there is. At Intellibank, the daily withdrawal limit is five hundred dollars.

utterance: Really?

utterance: Yes. but if you do call one of our agents or stop by one of our branches, we can make note on the account that you authorized a larger transaction.

utterance: OK. And the other thing is when I had taken money out I had to use the local ATM inside the hotel.

utterance: Mhm.

utterance: And I prefer not to do that. I prefer to use one at the bank. And I meant to take out forty dollars. And I ended up getting four hundred dollars. I don't want to have four hundred dollars on me.

utterance: So is that, can I make that deposit and it will go back in to my, my regular bank account?

utterance: Yes. Thank you for that information. if, if you go to one of our ATMs you can make a deposit including cash.

utterance: it will be credited within twenty-four to forty-eight hours.

utterance: OK.

utterance: OK.

utterance: Are there any other questions I can help you with today, Mrs. Hanson?

utterance: Well.

utterance: Can I access, will I be able to access this online?

utterance: we do have online banking. If you go to Intellibank dot com. there is a number of services available there. You can transfer funds between accounts. You can check balances. Actually you can change your limit for daily withdrawal on there too, on a daily basis.

utterance: Oh, the other thing I was wondering I heard you had a travel card that I can put money on. Like a debit card and then I can use that around instead of having to go to ATMs and taking cash out. I think I would I would rather use like a travel card. So that it's secure and I don't have to worry about having all kinds of money on me.

utterance: Yes, that's correct. We do have a, a product called a travelers card.

utterance: And that's exactly what it is. It's like a credit card, or a debit card that you can add funds directly to. And it's safer than a regular credit card because we, we insure it.

utterance: And if there is any fraudulent activity, you are not charged for it.

utterance: yeah, a lot of travelers use it because it's kind of like the, the travelers checks that they used to use in the past and it kind of has replaced those.

utterance: OK. So, I think that would be good because I really need to go shopping at mall and I really don't want to have all kinds of money on my person.

utterance: And, and you said that's like master or Visa card?

utterance: It is, it's got the Mastercard logo so it looks just like a credit card. but it, it does have some special security features that are not available with the Mastercard credit card.

utterance: if you'd like to set one of those up I can find a local branch for you. you will have to go in to the actual branch to set up the card. But the good news is, they can issue the card right there on site.

utterance: Well, that would be good.

utterance: I need to go and get

utterance: Were gonna, after we go to check out that car in Winslow. You know the one with the guy standing on the corner?

utterance: Standing on the corner in Winslow Arizona, yes.

utterance: Yeah.

utterance: I need to go get some shoes because I've been walking all over Winslow Arizona and my feet hurt.

utterance: I think.

utterance: I guess I should have planned better ahead what kinda shoes I was gonna be wearing that day.

utterance: But, you know, I ordered them online. So you can't always tell what you're getting online until you actually get them. And it was too close to the vacation so I had to keep I had to use them.

utterance: That is, that is so true. I've had that happen myself.

utterance: The last time I was at the beach, I had to end up buying some flips flops because I wore sneakers. And you just can't wear sneakers on the beach.

utterance: So, I totally understand. And, and yes if you have our travelers card, that, that is accepted anywhere that, that a Master, Visa or Mastercard are accepted. Just like a regular credit card.

utterance: would you like the address of your closest branch so you can go and investigate that further?

utterance: Sure. That would be awesome.

utterance: OK. again I have your location at one twenty-three take it easy drive in Winslow Arizona.

utterance: oh, I show one not about two blocks from you. it's on the corner or prospect avenue and first street.

utterance: It's about a two minute walk.

utterance: And they, they're already open. They opened at nine this morning.

utterance: OK. I can do that, even though it's going to hurt my feet to walk.

utterance: OK. Well maybe you can buy a new pair of shoes after you take some money out of the bank there.

utterance: OK.

utterance: Is there anything else I can do to help you, Mrs. Hanson?

utterance: Nope. That, that does it.

utterance: OK. Thank you for being an Intellibank customer. I hope I've been able to help you today. Enjoy your travels.

utterance: Thank you.


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

utterance: I I I need to check the balance on my account.

utterance: Sure, give me one moment.

utterance: All right, and what's your first and last name?

utterance: Dan Jenkins.

utterance: All right, Dan. And what's a full name for you?

utterance: Daniel.

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

utterance: nine seventeen nineteen eighty.

utterance: OK. All right, Daniel, give me one moment while I pull up your account. All right. It looks like we have two Daniel Jenkins. do you have a driver's license with you, by chance?

utterance: I do, one second.

utterance: Sure.

utterance: OK, it's R X, nine seven, one one four.

utterance: All right, thank you for that. All right, Daniel. And it looks like you have a security question set up in your account. what was the name of your first pet?

utterance: Oh, it's just so many Let's go. I believe Figor.

utterance: That's not what I have in the account listing here.

utterance: maybe more recent then. Maybe Ted.

utterance: Yup, Ted is it. That's a cute name, by the way. All right Daniel, and what bank account are you checking today?

utterance: OK.

utterance: I gotta check the account on my checking account.

utterance: OK. All right, pulling that up now for you.

utterance: And, what's the bank account number for your checking account, Daniel?

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

utterance: OK, All right, Daniel. And it looks like I am showing one hundred thousand dollars, and twenty-two cents.

utterance: Hmm, OK.

utterance: Is there any other accounts that you'd like to check today?

utterance: yeah, I better check my my savings account.

utterance: All right.

utterance: Might have to transfer some funds.

utterance: Sure. OK and it looks like you have a security question here in your savings account.

utterance: OK.

utterance: What was the name of your first school that you went to?

utterance: Oh, Filmore.

utterance: All right, that is it. OK, and it looks like your savings account is showing a negative fifteen hundred dollars and twenty-nine cents.

utterance: That's so bad. OK, I'll need to transfer. Let me transfer twenty thousand over to my savings from my checking.

utterance: Sure.

utterance: I'm gonna have to get you to a different department to do a transfer. I'm not actually able to do that from my end. but before I transfer you, have you heard about our online banking service that we offer to all clients free of charge?

utterance: Oh, OK.

utterance: no.

utterance: OK, so it would actually help you out because you wouldn't have to call us for your balance anymore. would you like me to enable your online web service now?

utterance: yeah. Yeah, let's do that.

utterance: All right. So, to access this you would actually go to WWW dot Intellibank dot com slash forward slash online banking service.

utterance: OK, OK. One second, let me. Let me write this down.

utterance: Sure.

utterance: OK, go ahead.

utterance: And your login information your username will be the first initial of your first name, and your entire last name. And your password will be one one one one.

utterance: And then, one you log in, you'll be prompted to change that password to something more secure.

utterance: OK.

utterance: All right, Daniel.

utterance: OK, I. I also had a a question if I wanted to would I be able to open possibly a second checking account if I wanted to split funds? You know, a a different direct deposit. I got a new job coming and don't want everything mixing all in to one thing, you know?

utterance: Sure, sure. so we do offer multiple types of checking account. it sounds like you might be better off with a Self Employed Checking Account. Which, those are checking accounts that we offer for people who make a little bit more funds than the average bear. one moment here. Let me give you more information on that account.

utterance: For sure?

utterance: Mhm, thank you now.

utterance: All right, Daniel. So, it looks like the only accounts that I'm able to offer you from here are just checking and savings. I'll have to get you to a different department for that transfer, and to check on that Self Employed Checking Account. OK?

utterance: OK.

utterance: All right, give me one moment.

utterance: Sure.

utterance: All right, Daniel it looks like I found an agent to go ahead and make that transfer for you. And you can go ahead and inquire about that account as well, OK?

utterance: OK, great.

utterance: All right, give me one moment. It was a pleasure serving you today, OK?

utterance: Yup. Thank you.


utterance: Hi this is Francine Roberts at Intellibank. Well how can I help you?

utterance: All right Francine this is this is Jason Smith. I have an I have a savings account with y'all and a checking account I'm not totally sure how much is in the checking account. point is I am looking to I'm looking to close my accounts today.

utterance: OK. I'm gonna ask you a few questions real quick. what's your date of birth?

utterance: January second nineteen ninety-seven.

utterance: All right. Could I please get your credit card number?

utterance: yeah yeah yeah gimme one second. I gotta go grab my wallet.

utterance: All right, I got it. are you ready for that?

utterance: Yes, sir.

utterance: All right it's gonna be one seven seven one nine five three eight four two four two and zero three zero one.

utterance: All right, now I'm gonna ask you a security question. what street did you grow up on?

utterance: OK. Yeah yeah yeah. It was it was Bryson Avenue. It was west. West.

utterance: All right and what's the reason for closure?

utterance: I I am moving. I'm a I'm graduating from college and I am moving over to I'm just moving over to a new city and I'm just not the bank is not gonna be useful to your bank's not gonna be as useful to me over there so I'm just gonna I'm gonna take close this account and I'm gonna just put into a different bank. and yeah, that's why I'm closing today. And I was also gonna ask it is possible for you guys to move it to new bank account. I already have that one set up. or do y'all just have are y'all just just gonna send me a check? How's that gonna work?

utterance: All right, so I can deposit your funds into another account which account type would you like to use for the deposit? Checking or savings?

utterance: Are you asking me if I wanna deposit it from my checking and savings with y'all or are you asking if I want to put my all my account money in my checking and savings in the new accounts in the new bank?

utterance: With the new bank.

utterance: Oh, OK. Yeah yeah sorry about that. let's let's just put it in the checking for now. I'll I'll transfer I'll transfer to a savings to the savings account later. Let's all just put in the checking account right now.

utterance: All right, and could I get the deposit routing number for the account that you would like to receive the funds?

utterance: The new bank's routing number?

utterance: Yes.

utterance: Yeah, I gotta find my checkbook real quick. gimme one second. All right you still there? Yes, sir. Cool. all right I got the routing number the routing number is one five seven one eight eight nine nine two.

utterance: All right, could I now please get the bank account number you'd like to use for the deposit?

utterance: Sure check check account number one second. yeah yeah yeah I got it. You ready?

utterance: Yes sir.

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

utterance: All right so the residual balance of your account that will be transferred is one thousand four hundred twenty-three dollars and forty-seven cents.

utterance: So that's both the checking and the savings account put together.

utterance: Yes. And. And it. yes sir.

utterance: That is.

utterance: Are you sure?

utterance: That is I spent more this year than I thought I did. OK. sorry yeah yeah that's fine that's fine.

utterance: All right so the transaction will probably go through in two to three days and the closure will happen as soon as that money is transferred to your new bank.

utterance: Is and yeah that's all thank you thank you that's all good. But is there there's not like a fee or something for closing an account is there?

utterance: no sir.


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

utterance: Hi Becky, my name is Raoul. I'm calling because I wanted to move money from my savings to my checking account.

utterance: OK, Raoul. I'd be happy to assist you today. Intellibank does offer this service over the phone. Let's go ahead and pull up your account . May I have your full name, address, and phone number please?

utterance: Sure. My name is Raoul Castro. My address is two eight five Minnewashta Way, Province Hill, Massachusetts . The ZIP code is one eight. I'm sorry. One two eight five four. And my phone number is seven six three two nine zero zero nine one eight.

utterance: OK. And then, Raoul, what is your date of birth?

utterance: My date of birth is September twenty-first nineteen ninety-nine.

utterance: Thank you. And can you verify your credit card number for me?

utterance: Sure. just a minute while I go grab my wallet.

utterance: No problem, take your time.

utterance: OK, Becky. So, I seem to have misplaced my credit card. Can I verify another piece of information for you?

utterance: Certainly, sir. Please provide me with your drivers license number.

utterance: Dang it. My wallet is in the car. Do you mind if I run out and grab it?

utterance: No, I don't mind. I'll wait.

utterance: Great. One second.

utterance: All right. I've got it.

utterance: Go ahead.

utterance: The number is X three eight nine zero zero one two five four.

utterance: All right, Raoul, we've verified your account. Thank you for that. And you said you'd like to transfer funds funds from your savings into your checking account?

utterance: Yes please.

utterance: All right. And can you verify these account numbers for me? What is your savings account number?

utterance: The savings account number is one one four three seven five two nine eight zero.

utterance: And your checking account number?

utterance: The checking account number is two three nine six four five three three zero one.

utterance: Thank you. Your savings account balance is nine thousand one hundred and thirty dollars and twenty-one cents and your checking account balance is three hundred and twenty-one oh eight . How much will we be transferring today?

utterance: I'd like to transfer thirty-five dollars.

utterance: OK. one moment while I prepare the transaction.

utterance: OK, Raoul. Just to confirm, you authorize Intellibank to perform an internal money transfer in the amount of thirty-five dollars to be withdrawn from your savings account number one one four three seven five two nine eight zero and deposit it into your checking account number two three nine six four five three three oh one. This internal money transfer may take up to ten minutes to complete and you will receive an email confirmation once these funds have been transferred. With your permission, I'll go ahead and submit this internal transfer request.

utterance: actually, could we change that transfer amount to one hundred and thirty-five dollars instead?

utterance: Sure, let me just make those changes and get your updated authorization prepared. This will just take a moment. All right, I've made the changes. Please confirm you authorize Intellibank to perform an internal money transfer in the amount of one hundred and thirty-five dollars to be withdrawn from your savings account number one one four three seven five two nine eight zero and deposit into your checking account number two three nine six four five three three oh one. This internal money transfer may take up to ten minutes to complete and you will receive an email confirmation once these funds have been transferred. Do I have your permission to submit this internal transfer request?

utterance: Yup. Please submit.

utterance: OK, Raoul. This'll take a few seconds to complete and when it's finished, I will have a confirmation number for you if you'd like to write it down.

utterance: Great. How's your day going, Becky?

utterance: Oh, pretty good. How about you?

utterance: Yup, same here. I just got a promotion at work, so, things are looking up.

utterance: That's great! Congratulations.

utterance: Thank you.

utterance: OK, Raoul. I have this transaction transaction number for you. Do you have your pen ready?

utterance: Yes ma'am, I'm ready.

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

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

utterance: And your final balances are. Your savings account holds eight thousand nine hundred and ninety-five dollars and twenty-one cents and your checking is now four hundred and fifty-six and eight cents. Is there anything else I can assist you with today?

utterance: Yeah, I was just wondering if this is something I could have done online myself.

utterance: Yeah. Actually, with Intellibank's online banking app or at our website WWW dot Intellibank dot com, you can easily set up a secure internal wire transfer. You could set it up as a one time occurrence or to recur as often as you'd like. Do you have an online banking account already set up?

utterance: No. I tried to log in once and I couldn't. So, I never thought about it after that.

utterance: Oh, I'd be happy to send you an email with further information on how to create that account. The email will include your specific client ID and log in info. Can you simply confirm your email for me?

utterance: Sure. It's R Castro at Hotmail dot com.

utterance: R C A S T R O at Hotmail dot com?

utterance: Yes.

utterance: OK, I've sent that information. If you have any questions or concerns while creating that account access, please call us back or you can do an instant chat online too.

utterance: All right.

utterance: Alrighty, Raoul. Is there anything else I can help you with today?

utterance: Nope, that should do it. Thanks so much for all your help.

utterance: My pleasure. Have a great rest of your day.

utterance: You too, thanks.

utterance: Bye, now.

utterance: Bye.


utterance: Hello. thank you for contacting Intellibank today. My name is Alexander. How can I help you sir?

utterance: Good morning. John Andrew. How are you doing today Mister Alex?

utterance: OK. Thank you Mister John for asking. I'm doing fine and it's cool over here. How are you doing too sir?

utterance: I'm good. Everything is good too.

utterance: OK. OK. So Mister John Andrews please how can I help you?

utterance: OK I misplaced my wallet today and yes got debit a lot from my bank. He stole some of my funds so I would like to block my card.

utterance: Oh sorry about that sir. You misplaced your wallet?

utterance: Yes sir.

utterance: OK and you were debited like of some of your funds?

utterance: Yes sir.

utterance: Oh I'm very sorry to hear that sir.

utterance: Thank you.

utterance: OK sir I have to verify your identity.

utterance: OK. I have no problem with that.

utterance: OK sir what's your full name sir?

utterance: John Andrew.

utterance: OK John Andrew. OK sir what is your account number?

utterance: OK I'm gonna call it now. Four three nine six.

utterance: OK.

utterance: OK.

utterance: Four five.

utterance: OK.

utterance: Seven zero.

utterance: OK.

utterance: Nine one.

utterance: OK. OK. OK hey I got back a moment sir.

utterance: OK.

utterance: OK sir what's date of birth sir?

utterance: OK. Tenth March nineteen eight six.

utterance: OK. Thanks. March nineteen eighty six.

utterance: Yes sir.

utterance: OK. OK. sir please what's your license ID number?

utterance: OK I'm gonna call it now. B.

utterance: Mhm.

utterance: Six three zero.

utterance: OK.

utterance: Seven eight zero.

utterance: OK.

utterance: Four five nine two one zero.

utterance: OK. OK. OK. OK sir a moment or two please.

utterance: OK.

utterance: OK I just need you to answer. OK I'm gonna ask you some security questions.

utterance: OK.

utterance: OK thank you sir. sir so what's your mother's middle name?

utterance: Sarah.

utterance: OK. Sarah. OK a moment. OK sir what is your first pet name?

utterance: Charlie.

utterance: Oh OK sir what is your favorite food?

utterance: Seafood.

utterance: OK. OK sir. sir what type of bank account are you operating?

utterance: Checking account.

utterance: OK. OK sir. A a moment let me log in. Place you on hold sir.

utterance: OK.

utterance: OK I'm still with you sir.

utterance: OK.

utterance: OK sir what is the date of your loss?

utterance: It was yesterday, thirteenth.

utterance: OK. Yesterday thirteenth?

utterance: Yes.

utterance: OK sir please what's your most recent transaction made for you?

utterance: OK the last transaction I made with the card was a transfer to Wells Fargo Bank and that was my sister's account.

utterance: OK last transaction was to Wells Fargo?

utterance: Yes.

utterance: OK sir a moment.

utterance: OK.

utterance: OK sir I have two extra transfers, one to a Citibank and one to a Chase Bank.

utterance: OK.

utterance: Those were not made by you?

utterance: No. No. Hell no.

utterance: OK. I am sorry about that sir. I am sorry.

utterance: Thank you.

utterance: I'm gonna try getting your card blocked over here.

utterance: OK.

utterance: OK sir a moment please.

utterance: OK.

utterance: Moment sir.

utterance: K.

utterance: OK sir I've successfully blocked your card.

utterance: OK.

utterance: I'm sorry about everything.

utterance: Thank you so much.

utterance: OK sir we'll try to trace the lost funds and then see how it goes then we get back to you sir.

utterance: Thank you so much.

utterance: Yes sir. I wanna ask you sir is there anything I can do for you?

utterance: No.

utterance: OK sir the address here please I wanna confirm it. What's your current address sir?

utterance: OK my current address is one one zero eight zero Peachtree Drive. Miami, Florida three three one six one.

utterance: OK. I think it's still in line with what we have here so I'm gonna ship your new card to you soon as a day or two from now.

utterance: OK. OK that is two business days.

utterance: Yeah. Two business days sir.

utterance: OK.

utterance: OK sir thank you for your time.

utterance: Thank you for your time too.

utterance: OK I appreciate everything sir. Thank you for calling Intellibank. Do have a nice day sir.

utterance: Thank you. You have a nice day too.

utterance: OK. Bye.

utterance: Bye.


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

utterance: Hello. This is Bob. I had called earlier to pay my power bill but it wasn't enough money to do it with so I had to put some more money in and now I wanna try again and check my account balance. See if there's enough in there to do it with.

utterance: OK. I can help you with that. I just need to collect some information and verify your identity. What is your first and last name?

utterance: First name Bob last name Mills. Bob Mills.

utterance: And what is your date of birth?

utterance: Date of birth is February fifth nineteen sixty-four.

utterance: Do you have a credit card number that I can use?

utterance: No I don't.

utterance: OK I could use your driver's license. What is your driver's license number?

utterance: OK give me just a minute to get that. OK ready.

utterance: Yes I'm ready.

utterance: It's Michigan. Two five nine six eight three. One four.

utterance: Thank you Mr. Mills and the security question associated with this account is what town were you born in?

utterance: Saginaw, Michigan.

utterance: OK thank you. Is this a checking account or a savings account?

utterance: Checking.

utterance: And the account number.

utterance: just a second I got it right here. OK account number account number is six five nine one zero two seven.

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

utterance: That's correct.

utterance: OK just a moment.

utterance: Your account balance is one fifty-nine seventy-two.

utterance: Oh good. That's good. That's that's just what I needed to hear cuz that power bill was one fifty so I got just enough to pay that and maybe even a little bit left over so yeah I guess I guess that's good OK

utterance: Would you like to hear about online banking services and make it more convenient for you to do things like check your account balance?

utterance: Oh no no I don't mm no I haven't I don't trust that online banking.

utterance: Oh I assure you that Intellibank is very secure I understand your concerns would you like to visit our website and learn about what we do to help protect your essential information.

utterance: Well maybe I I guess I could do that OK.

utterance: And is there another account balance that you need to check.

utterance: Yes I need to check my savings account.

utterance: OK savings account and what is the savings account number?

utterance: It is eight five nine one zero two seven.

utterance: OK eight five nine one zero two seven.

utterance: That account balance is ten dollars.

utterance: Ten dollars dang I thought I had more than ten dollars in there shoot that.

utterance: Does that ever happen to you like you go to check your account balance and you think you have more in there and it's only ten dollars?

utterance: Oh I'm sure it's quite common Mr. Mills but we can help you at Intellibank to develop your savings skills and if you'll visit our website you can learn about some of these other auxiliary services that are Intellibank can offer to customers such as yourself.

utterance: OK well mm I'm like I guess I'll do that.

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

utterance: Well if I did wanna go to that website like what would I have to do do I just can I just google that up or is WWW dot.

utterance: And just go to WWW dot Intellibank dot com WWW dot I N T E L L I B A N K dot com.

utterance: OK I I I could do that. I sure appreciate your help.

utterance: Thank you for using Intellibank.

utterance: Well you're very welcome and I just appreciate all your help and professionalism and you know kinda helping me over over that little speed bump.

utterance: OK. Bye for now.

utterance: Bye.


utterance: Thank you for calling Intellibank, this is Pat speaking. Who do I have the pleasure of speaking with?

utterance: Kathy Smith.

utterance: Hi Miss Smith, what can I help you with?

utterance: Oh hey. so, I tried to use my debit card and it got declined. and I know I have money. And this happens all the time.

utterance: OK.

utterance: OK. So, you're trying to use your debit card and it's declining and did you want to check the balance on your account?

utterance: I guess yeah, we can we can start there. That will work.

utterance: OK, let me just get some information from you. what's your date of birth?

utterance: March seventeenth nineteen seventy-four.

utterance: OK and what's the account number that you're looking to check the balance on.

utterance: it is four five three two one zero zero seven.

utterance: All right and what is your high school mascot?

utterance: it's a donkey.

utterance: All right.

utterance: Yeah, we were the kickin' donkeys.

utterance: And you're looking for the checking account balance, correct?

utterance: Yes.

utterance: All right. I am showing that that is in the negative of fifty-three dollars and eighty-four cents.

utterance: huh?

utterance: Yes ma'am, it looks like you had a balance of two hundred thirty-four dollars and then there was a charge made on the account at Amazon dot com. In the amount of one eighty-four fifty-two and then there was a thirty-five dollar fee for over withdrawing the account.

utterance: I didn't purchase anything from Amazon.

utterance: All right, I'm showing that the amount purchased, or the purchase was made on October fourth at two thirty-one a.m. central time.

utterance: I was asleep.

utterance: OK. So, would you like to dispute this?

utterance: yeah, and what about that overdraw fee?

utterance: Well, I can dispute the purchase on the Amazon dot com.

utterance: Mhm.

utterance: In the meantime, we will credit the account the amount of the dispute and the fee, to put it back to where it was. There will there will be an investigation made and it will be resolved within the next thirty days. And if it's found that you did make the charge on Amazon dot com, then that amount will be deducted from your account.

utterance: OK.

utterance: And if it's found that you did not make the charge, you've already been credited. So, there wouldn't be any further action on the amount, but in the meantime I can go ahead and credit this and start the dispute with the investigation.

utterance: yeah, we definitely need to do that.

utterance: All right. So, give me just a minute here.

utterance: Oh can, when we're done with that, can I check the balance on my savings I just want to make sure that kinda running low on funds and I want to make sure that I'm good until my next paycheck.

utterance: Sure, give me just one minute to finish up the dispute here.

utterance: OK.

utterance: And is the best number to reach you at three three four five five five one five eight four?

utterance: no I actually changed my number.

utterance: OK. What's your new number?

utterance: area code six one eight four three five two one seven four.

utterance: OK and I'm not showing that we have an email on file for you. Do you have an email address so that our investigator can contact you that way as well?

utterance: yes pixie dust seven four at Outlook dot com.

utterance: All right I've updated that.

utterance: thank you.

utterance: And I've started the investigation here, and you will hear from our investigator with follow-up questions here within the next three to five business days, and then the investigation can take up to thirty days.

utterance: OK.

utterance: And like I said, if it's found that you did make that charge then we will be deducting that amount from your account and you wanted to check your savings account?

utterance: yes, please.

utterance: And what's your savings account number?

utterance: I don't have it on me.

utterance: OK do you have the driver's license that you opened the account with?

utterance: I do.

utterance: And what state is that?

utterance: it is Missouri.

utterance: And the number?

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

utterance: All right and I'm showing that the savings account has a balance of two hundred thirty-two dollars and eighty-five cents.

utterance: OK. I I'm not gonna move anything at this time since that other thing is getting credited back, but I'll just leave that be for now.

utterance: OK that has I am showing the account as positive right now. So, you can try and complete the transaction again.

utterance: Good, cause I need my groceries.

utterance: Did you want me to hang on the line while you do that?

utterance: No, I think we'll be fine. I already walked out of the store. I'm gonna go down the street. I'm a little embarrassed. I'll go to a different store get my groceries.

utterance: I apologize for that. Is there anything else that I can help you with?

utterance: no that's it.

utterance: All right, well look for a call or an email from our investigator here in the next three to five days, and make sure you respond to that so that they can work through that and it it's not deducted from your account, OK?

utterance: All right, thank you.

utterance: Thank you. We appreciate your business, you have a good day.

utterance: You too.

utterance: Thank you. Bye, bye.

utterance: Bye.