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

utterance: Yes. Hi. Good evening. Do you think I'm customer?

utterance: And I'm calling because I noticed there was a charge to my account from a Herrs magazine company? I don't even read magazines.

utterance: OK well I'm so sorry about that, ma'am before we continue. Let me go ahead and get some information from you.

utterance: Well, are

utterance: Companies allowed to charge our accounts without our permission?

utterance: No ma'am they are not. let me look into this but before I go any further I do need to get some information from you. So that way we can verify which account and what the problem is. Exactly. So can you tell me your first and last name again please?

utterance: Yes. I'm Alstalsia Hoffman.

utterance: OK. Thank you miss Hoffman, and can I go ahead and get your date of birth please?

utterance: Yes. Oh three twelve seventy-eight.

utterance: OK, and are you calling about a savings account your checking account?

utterance: No! I'm calling about my account.

utterance: OK. Is this a savings account though? Or your Or a checking account?

utterance: It's my Visa card.

utterance: OK. So it's your credit card account?

utterance: Yes.

utterance: OK. Not a problem. Can I get that credit card account number from you please?

utterance: Oh dear. OK. Wait wait. I don't have it right here. Let me Can I put you on hold please?

utterance: Sure.

utterance: OK. Bye and I'll be right back.

utterance: OK.

utterance: OK. OK. Here it is.

utterance: I I got it now. It it's such a long number you know I really don't know it by heart.

utterance: Well nobody does I don't think

utterance: OK. So you ready?

utterance: Sure.

utterance: OK four four.

utterance: mhm

utterance: Three three.

utterance: mhm

utterance: Two two.

utterance: Mhm

utterance: One one.

utterance: Mhm

utterance: Seven seven.

utterance: Mhm

utterance: Eight eight.

utterance: Mhm

utterance: Nine nine.

utterance: Mhm

utterance: Seven seven.

utterance: OK. Thank you so much ma'am OK. One moment here, and if I could get you to tell me your security question here. I'm gonna use this one. What is the name of your favorite pet?

utterance: Oh. Subacca.

utterance: Subacca. Oh. That's interesting. OK. All righty, and I have your credit card up here. OK, and you said it was a hurts magazine? Is that H U R S T?

utterance: No. Its H E A R S T.

utterance: OK. Thank you. Let me go through all of your transactions here, and I do find it It looks like it was on the tenth of this month.

utterance: Yes. That's it. That's it.

utterance: OK, and you said you did not authorize this transaction?

utterance: No. I didn't. I don't even read magazines. I I don't have the time for that.

utterance: OK. Do you think maybe it was a sample or anything? And you just forgot to maybe you know, cancel that? Nope? OK. All right Well what I can do is take a look at this. Do you notice. Are you online with your account?

utterance: Nope. Nope. Nope.

utterance: Did you. Or did you just notice this through your bank statement that came in the mail?

utterance: No I was online and I noticed it. That's how I noticed it.

utterance: OK. When you were online did you happen to notice any other charges?

utterance: No. That was the only thing that I noticed.

utterance: OK. Were there and there weren't any other charges from any other companies that you are not familiar with?

utterance: No. Not at this time no I didn't notice any other.

utterance: OK. I'm gonna go ahead and flag this one for you.

utterance: But you know you know I've been trying to call you guys for a while with the Intellibank. You know I've been trying to call you guys OK and nobody. They put me on hold for about forty-five minutes.

utterance: Was that today ma'am or was it a couple of days ago?

utterance: Well it's been a couple of days ago, and I just figured well let me try again.

utterance: Oh

utterance: Is is that how you guys at Intellibank work?

utterance: Well no ma'am I am so sorry for that it is not the intent of Intellibank to go ahead and treat our customers that way. I do know that we were having some technical difficulties. There was a storm in the area and unfortunately it did knock out some of our telephone communications. We were working on that. We did get them back up as soon as we could but unfortunately there was some things that were a little out of our hand.

utterance: OK Well at least I got to talk to someone today.

utterance: Yes, and we'll go ahead and take care of this. Right now. What I'm gonna go ahead and do is remove this transaction. I'm gonna go ahead and start a dispute for this for you. Do you want me to go ahead and flag this as fraud? There's a difference between fraud and dispute.

utterance: Well what ever it is cause I did not order it. So let's go ahead and put it as can we put it as both?

utterance: Yes. I can do that for you. I'll go ahead and cancel it. I will return the funds to you. Now when we do that what happens is it's going to go ahead and close your account for your credit card. What I am going to do, though, is re-issue you a card. It will take about two to five business days to arrive but that's just as an added security measure for you so that way that car number will not be used again.

utterance: What

utterance: So what do I do in the meantime? I pay my bills and everything with this card.

utterance: I can I do see that you have your stuff payed, set up for bill pay through our website. I'll go ahead and transfer everything over to your new card. I'll also go ahead and email you a a temporary card number that you can use. till your new one comes. Once your new one comes and you get it in the mail go ahead and activate it immediately. It will self cancel out your temporary one. And then you'll be good to go.

utterance: OK. All right, well let's see how this works.

utterance: OK, so

utterance: Give me just a moment. I'll go ahead and set this up for you.

utterance: And all right. You are all set with that. There is no subscription fee for that to I'd also like to go ahead and maybe talk to you real briefly about our fraud protection that we have I notice you are not signed up for that.

utterance: Does that cost how much does that cost? How much does that cost?

utterance: We actually will cover you for up to Two thousand dollars in fraudulent transactions. You know with COVID and everything it brought out a lot of online transactions fees, and and canceling things. this will actually take care of you for in case you do make anymore online transactions and you notice that somehow you've maybe have gone to a site and it looks like it was the same site that you've always shopped on and it's actually a fake one. Those are mirror sites. This will actually protect you in case you accidentally go onto one of those and you make a a a transaction will cover up you up to two thousand dollars in fraudulent fees.

utterance: And and is it. Is it free? Is it free?

utterance: And that's for not for that.

utterance: For up to two thousand dollars coverage, no. If you go anything over that Then yes there's a a nominal fee and it starts off at about a dollar twenty-five every month.

utterance: Well I guess that's not so bad. Gives me peace of mind.

utterance: Yes.

utterance: OK. So let's go ahead and do the free one for now and let's just keep I'll keep an eye on this and see, make sure nothing else , but if I notice anything else is on it then I'll go ahead and pay the balance and changes.

utterance: OK. OK.

utterance: All righty, OK so you are all set then miss Hoffman. Is there anything else I can help you with?

utterance: No. No. Thank you I'm good. This was great thank you very much you were very helpful.

utterance: OK. Well thank you so much for calling Intellibank again my name is Maddison and you have a good evening.

utterance: You, too. Thank you.

utterance: Thanks, bye bye.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: yeah, I'm trying to make a wire transfer.

utterance: Yeah OK. So I'm just going to get some verification. Your first and last name.

utterance: first name is Dan. Is.

utterance: OK.

utterance: That Daniel or just Dan?

utterance: it's Daniel yeah D A N I E L.

utterance: OK, and last name.

utterance: last name is Green.

utterance: Is there an E on the end or just Green like the color?

utterance: Just like the color.

utterance: Great. your date of birth.

utterance: My date of birth is oh six.

utterance: Mhm.

utterance: Fourteen.

utterance: OK.

utterance: Ninety-two.

utterance: All right. We weren't born that far apart. OK. let's see so what are the last four digits of your social.

utterance: last four are oh one.

utterance: Mhm.

utterance: Five three.

utterance: that didn't seem to go through, are you sure that the. You're not a digit off?

utterance: try try do five three oh one.

utterance: My God I do the same thing all the time. I get. I'm like I know the digits but I'm mixing up the order OK. So that went through just fine.

utterance: Yeah.

utterance: Yeah.

utterance: All right here we go OK.

utterance: All right, and then I just have to ask you your security question. what was the name of your first childhood pet?

utterance: first childhood pet was Ducky.

utterance: Ducky, oh my God that's so cute. Did you watch land before time when you were a kid?

utterance: a little bit yeah. it It was my sister who was really into it.

utterance: Yeah.

utterance: Uh-huh, yeah. I have a cat named Dinosaur and a cat named Little Foot the Dinosaur thing happened as an accident. He's name was supposed to be Dave. But he just felt like he should be a dinosaur.

utterance: Gotcha.

utterance: Boy, that's a. That's a big jump going from Dave to dinosaur.

utterance: Yeah, I mean it was kind of my husband's idea because he didn't like the idea of a cat name Dave but I thought it was hysterical. but yeah, we decided to just join together in the middle with our love of dinosaurs.

utterance: Uh-huh.

utterance: Yeah yeah, I mean that's what marriage is all about.

utterance: Yeah.

utterance: We saw Jurassic park on our first date. Yeah, it was it was pretty great. Dinosaur nerds. OK so let's see. I've got you. Got all your information pulled up in your account. so which what is the last five numbers of the the account you like to withdraw from.

utterance: Yeah yeah yeah. So that is two six.

utterance: Mhm.

utterance: Three seven.

utterance: OK. one more digit.

utterance: Oh oh two six three seven zero.

utterance: OK. Yep. Great OK, so that's your primary checking account.

utterance: Mhm.

utterance: OK, so how much would you like to transfer today?

utterance: transferring a hundred and fifty dollars.

utterance: OK, and is this internal, or are we going to another bank?

utterance: this is going to another bank.

utterance: Is that domestic or international?

utterance: Oh yeah no it's domestic.

utterance: OK, no Swiss Bank accounts with Mafia money.

utterance: No. Not for me.

utterance: Not for not for us millennials. OK, so what is the routing number for that bank?

utterance: the routing number is.

utterance: Should be the

utterance: Six digits on your on your checkbook, if you have one.

utterance: Oh OK let me pull that up real quick.

utterance: Nine digits sorry.

utterance: OK, here it is here it is. OK, It is six seven three.

utterance: Yup.

utterance: Two eight three.

utterance: Yep.

utterance: four four six.

utterance: OK, so those last ones are four four six.

utterance: Yup.

utterance: Great OK so I've got it, it looks like it's Pond Bank. Does that sound right?

utterance: Yeah yeah, that sounds right.

utterance: Yeah OK, great. So what's the account number, I'll need the full one this time for where you would like to deposit.

utterance: OK.

utterance: Mhm.

utterance: like how many digits should this be?

utterance: Oh, it's a long one. Should be fifteen I think.

utterance: Oh fifteen OK.

utterance: If you have.

utterance: A checkbook it would be the the first set of digits.

utterance: OK, here it is. OK. It's get ready six four five.

utterance: Mhm.

utterance: OK, six four five.

utterance: Nine eight three.

utterance: Nine eight three.

utterance: four five eight.

utterance: Four five eight.

utterance: Four five seven.

utterance: Four five seven.

utterance: Four seven four.

utterance: Four seven four. OK, and that's a savings account looks like.

utterance: Yeah.

utterance: OK, great. So we're transferring reminding me how much that was.

utterance: A hundred and fifty dollars.

utterance: A hundred and fifty dollars over to your Pond Bank savings account. OK would you like to check your balances? Is there anything else that you need to do today?

utterance: Yeah, actually how much do I have in my regular checking?

utterance: OK, I'm sorry. Remind me of the last five digits of that?

utterance: Oh yeah yeah yeah it's oh five two three eight.

utterance: OK, so it looks like you are at five thousand one hundred and thirty-two dollars and sixty-six cents.

utterance: Is that after the transfer or before?

utterance: That's after, so your transfer if you're looking at online banking. It's marked as pending. So That's your That's your account balance if it's already gone.

utterance: OK OK.

utterance: Yep. are you set up with online banking?

utterance: no, but I I got to tell you. I got to go in a minute here so.

utterance: Oh yeah no worries. If you'd like to set that up at any time. Shoot us an email from our website or you can just call.

utterance: OK.

utterance: so we've got your transfer and so you're heading out. Anything else I can do?

utterance: no that sounds good.

utterance: All right well have a great day and thank you for calling.

utterance: Yeah, thank you.

utterance: Bye.


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

utterance: Hello Beth how are you doing this day?

utterance: I'm doing well thank you. How are you?

utterance: Eh not too bad I guess. So I need you I need to change my my email information I do believe. Can you now. What do you need from me dear?

utterance: I need your first and last name and your date of birth.

utterance: OK my name's Bill King that's K I N G and my date of birth one eighteen nineteen sixty-five. And my social security number too? It's five two eight six four seven nope three nine.

utterance: hold hold on hold on hold on. Slow down a little bit and start at the beginning of that number again please.

utterance: Go ahead.

utterance: which one the bank number? Social security number?

utterance: The social security number.

utterance: Social security number is five two eight six zero seven zero three nine.

utterance: Oh my gosh I didn't even need your social security number I'm sorry. I needed your driver's license number

utterance: Oh hang on a second I gotta get that out just a minute.

utterance: OK thank you!

utterance: Let's see. There's this number it's a Wyoming license expires one eighteen of twenty-two. It's one seven zero dash nine two eight S nine oh seven.

utterance: OK all right and I've got a security question on the account it's the name of your first dog.

utterance: OK.

utterance: Oh that would have been Fred!

utterance: Fred. That's what I got Fred.

utterance: That's me. Fred.

utterance: Fred Kreb.

utterance: OK which account are we talking about here? Do you have the account number?

utterance: yeah I do, Just a minute I've got to get that too. Let's see. See I believe it's five one one five zero zero two three eight eight. And .

utterance: All right so you said you needed to.

utterance: Maybe I better.

utterance: maybe I better I better give you this other number. no go ahead and take that one that'll work.

utterance: I do have your account right here.

utterance: OK.

utterance: OK so you said your email address is what you needed updated?

utterance: Yeah.

utterance: OK.

utterance: Yeah.

utterance: So this one is no longer good give me just one second to get in here and delete this one and I'll be ready for the new one. OK start whenever you're ready.

utterance: Do you need my phone number too?

utterance: I don't need your phone number right now.

utterance: OK so it would be Bill B I L L N K I N G at Gmail dot com.

utterance: OK I'm going to read this back to you just to make sure that I've got it all correct in here.

utterance: OK.

utterance: I've got B as in boy, I as in intelligence.

utterance: Yup.

utterance: L L.

utterance: Yup.

utterance: N as in Nancy.

utterance: Yes.

utterance: K as in King.

utterance: Yes.

utterance: I N G at Gmail dot com correct?

utterance: Yes no spaces, no caps, no none of that stuff. Just run it all together.

utterance: OK that is what I've got in here.

utterance: Now.

utterance: You don't need my routing number or none of that stuff? Or all of this stuff? Oh wait a minute. See that's why it's. I gave you this number. Maybe I better give you this other number so we can do something a little bit different for me. I wanna make sure I get the right account on.

utterance: OK.

utterance: It says says. I got this other number here zero zero two three four three one six dash seven.

utterance: OK and what did you need to do with this account?

utterance: Oh I I need to need to do They let's see I updated my email on one right?

utterance: yes sir.

utterance: So I need to get my my

utterance: Do you want me to see if your email needs updated on this one as well?

utterance: Yeah probably better do that. Make sure that they're all all up to date. See who all I have on this account too please?

utterance: Sure I can do that for you.

utterance: I'm I'm single now I'm widowed I don't need nobody else on there. please do that I'd I'd appreciate it I'm kind of confused with all this stuff going on lately.

utterance: OK I see what this is. OK Mister King this this is a a connected account to your checking. The first one you asked about was a checking account the second one is a savings account. So they're linked together.

utterance: And I don't want them to be linked no more. The savings account I want to have separate from the checking account. So that way that way if something goes awry I don't have to lose my money out of savings. I think my my widowed wife did that and I don't we don't override them we don't override the banks banks. so. If you would see if you could separate those two for me I'd appreciate that.

utterance: Oh I see OK so you don't want the the overdraft protection to be linked to your savings I see OK.

utterance: No.

utterance: No no ma'am I do not.

utterance: OK! I can definitely take that off here no problem and your email does look to be updated. It it updated for both your checking and savings account when it updated your first one. So that one's correct too.

utterance: Is this something you can do while I'm on the phone or do I need to have you call me back or do I need to check back with you about it or?

utterance: No no we're good! I've got it updated and and there is there is no other name on the savings account as well.

utterance: OK I do appreciate very much thank you for straightening that out for me.

utterance: No problem is there anything else I can do for you Mister King?

utterance: Yeah this this this email address it's gonna take effect immediately or do I have a time that I have to wait before I can use that?

utterance: No no the change will happen immediately.

utterance: OK I do appreciate it very much.

utterance: Thank you and you have a good day.

utterance: Thank you Mr. King. Thanks for calling Intellibank have a good day.

utterance: Bye bye now.


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

utterance: This is Cletus Haywood. I'm calling out a Vicksburg, Mississippi and I've just been to the the Vicksburg Battlefield. It was a spectacular day. And, I have you been there? Have you been to the Vicksburg Battlefield?

utterance: I can't say that I have.

utterance: It is really something to see. I was able to stand right there where they had the trenches back in the old days and right where they had the canons set up and they still had some of the old canons there. And, you could look out right across to where the canons would be shooting and blowing things up. And I bought this mortar shell. It was a spent mortar shell that somebody had collected from there and several bullet fragments from the mini balls and a it was really really really fine fine day. And, I I think I may of spent more than I intended in. So what I'm thinking I oughta do is to make a deposit on my way home so I can get some more money in the bank just in case I I need it Like I say, I think I may have over spent some.

utterance: OK sir. I'm glad you enjoyed your outing and I understand that overspending can occur. Most frequently when that happens with our customers we manage that by transferring funds from one account to another.

utterance: OK. I really I I don't think I I have another account with you. I just got the the one account, just the checking account and and what I wanna do I think is just you you go in somewhere where I can just talk to somebody and and deposit my money and get it on there real quick.

utterance: OK. Well there are a number of alternatives for nearby branches. I can can I help you find a branch?

utterance: OK. Yes sir well that'd be just great Intellibank. Go right in there cause I don't wanna do ATM. I I mean I don't know when does it post up with the ATM? Maybe it post up today and and maybe not. But, what I wanna do is make sure that it gets I get this deposit posted today. Because like I said I may have over spent down at the battlefield.

utterance: I understand sir. And, as long as that deposit is made by two o'clock this afternoon it will accrue with today's transactions. So on now I'll help you find a nearby branch. may I have your address?

utterance: I'm at hold on let me let me see there I I'm I'm at the Shell station just right down the road from the battlefield. Hold on hold on hold on let me let me look and see what the the the number is on that now the road is is the road is Battlefield Park. It's in Battlefield Park Road. And, it's a number it's the Shell Station they wait a minute there's a number on the door hold on hold on I I'm gonna I'm gonna pull over there toward the door where I can I can see that number hold on just a just a minute just OK. All right I got it I'm at five twenty-six Battlefield Park and it's in Vicksburg, Mississippi.

utterance: Five twenty-six Battlefield Park Vicksburg, Mississippi. Please hold just a moment while I check for the nearest local branch. All right sir. I have some choices of multiple nearby branches. The nearest one is on the corner of Sycamore Avenue and Sixth Street and the hours for this branch are eight a.m. until four p.m. There is another branch if that one is is not convenient.

utterance: All right, I think that that one that'll be that'll be fine I I got my you know what do you call this thing? It it sits on my dashboard tells me which way to turn anyway I got one of them my daughter give it to me and it it's it'll tell me which ways to turn to to get there and that'll be that'll be fine I I'll go down to that one and and I I tell you you know you really ought to get out to that that battlefield if your ever down in Vicksburg cause it it's something to see you you wouldn't believe you you know how they've preserved things for so long and and it's just I mean you can go out there and and stand there where the canons are and it's just like you was there back in the old days and the only thing is I I wouldn't go to the gift shop. You end up spending more than you intend to.

utterance: Oh I'll definitely keep that in mind next time I'm down in Mississippi . In the mean time would you like further information about online banking so that you can make transfers between your accounts more easily in the future?

utterance: Well I I might do that sometime but right now I'm just I think I'm just going to drive on down to the the people branch. And take care of my business today and then after I get home maybe I'll look into the online banking. Thank you for your time.

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

utterance: I reckon that'll that'll be all You been very helpful.

utterance: Thank you for using Intellibank.


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

utterance: Hi, my name's Laura and I just moved and so I'm trying to change financial institutions and so I'm looking at opening a checking account. But I have some questions about other products.

utterance: Absolutely, I'd be more than happy to answer any of your questions. what were those questions you had about other products?

utterance: Well for starters, do you guys offer loans? I mean what kind?

utterance: Yes we do, we offer auto loans and we do also have credit cards available.

utterance: Well great, what kind of credit cards do you have?

utterance: Yes, that is a wonderful question. We offer traveler's cards, platinum cards, gold cards silver cards, cashback cards and rewards cards.

utterance: I think I'm interested in the travel card.

utterance: Absolutely and actually that is traveler's card that we offer.

utterance: Oh I'm sorry OK traveler's card. Yes, that one.

utterance: Excellent, did you have any particular questions about the traveler's card?

utterance: Yes, what are the rates on that card. You know, the interest rates.

utterance: Yes, we do offer quite a competitive rate. Depending on your credit, we do offer between thirteen point two five percent and twenty-one point two five percent variable rates.

utterance: This depends on what, my credit probably?

utterance: Yes, this would be determined by your credit score when we pull your credit.

utterance: OK, I'm thinking about taking some trips. You know, my family lives all over the US and I just wanna be able to travel to see them and so I think I think I need to probably look into this some more.

utterance: Absolutely and I fully understand how crazy it can be having your family live all over the place. My family is very much the same way. but did you also say that you were interested in opening an account with us?

utterance: Yes, a checking account please. And what is the next step I need to take to opening that account?

utterance: Absolutely. So in order to open the account, I can go ahead and collect some information over the phone here with you. However, in order to finalize the account we will need you to come into our branch to sign any. The paperwork for that. would are you ready to begin? Would you like me to go ahead and collect that information from you now?

utterance: yes, I have a paper and pen ready. Could I get the address of the of the bank so that I can come in?

utterance: Oh absolutely! That address is fifteen hundred East Bradley Avenue, and we're in Pueblo, Colorado eight one zero one three.

utterance: OK great, thank you. eight one zero one three. OK great.

utterance: Excellent. Alrighty so to start off, if I could please have your first and last name.

utterance: It's Laura Winters.

utterance: Thank you. And Ms. Winters, if I could also get your full social security number as well as your date of birth please.

utterance: Three seven eight three nine eight five seven seven four five fifty five. That's April fifth nineteen fifty-five.

utterance: Excellent, thank you. And if I could please also have your current address.

utterance: Sure. Wait a minute. I spaced it for a second there. let me let me look it up because I just moved and I want to make sure I have it right.

utterance: Not a problem at all, please take your time.

utterance: Well thank you.

utterance: OK, I've got it. It's nine eight seven South Papa Drive. And that's in Pueblo, Colorado of course. Eight one zero one three.

utterance: Excellent, thank you. It does look like you live rather close to us, that's good to hear. All righty and we are almost finished. If I could also have your phone number please.

utterance: Sure, it's area code seven one nine two one five two six nine nine.

utterance: Thank you so much. Alrighty and the final piece of information that I'll need, we will just need to establish a security question for your account. We use this whenever you call into the call center, that way we can verify your identity.

utterance: Can I choose my own security number or security code? I guess it's a question, right?

utterance: Yes, it would be a question that is relevant to you. Something that's very common sense.

utterance: OK, how about what street did you grow up on?

utterance: That is an excellent security question. And what is the answer for that?

utterance: Saint Johnson's Street.

utterance: Wonderful. So I have everything here prepped for you. We will just need you to come in to our branch whenever you're ready for that and just so that you know as well, you will be able to apply for that traveler's card if you're still interested. Either when you come into our branch or if you would like you can apply online. at this time would you like any additional information as far as establishing your account online after you sign with us?

utterance: no, I think this is everything I can do for right now. but thank you so much for all your help today.

utterance: Absolutely Ms. Winters, thank you so much for calling. We're very excited to welcome you to Intellibank and I hope you have a wonderful rest of your day.


utterance: Thank you for calling Intellibank. My name is Melany. How may I assist you?

utterance: Yes. I am calling to get help in in locating the nearest ATM to where I live as well as closing my account.

utterance: I would be happy to assist you with that issue. First I need some information. Your street address, city and state.

utterance: At one five four seven Redwood Drive.

utterance: And city?

utterance: Lancing.

utterance: And state?

utterance: Michigan.

utterance: Let me repeat that back to you. The first address the most current one is one five four seven Redwood Drive, Lansing, Michigan. Correct?

utterance: Correct.

utterance: Yes, that is. Moving house has been the strange. I had to rent a U-haul and get everything out from storage. It was so busy packing everything and moving.

utterance: It sounds like you've had a very busy day. I hope I can help you find an ATM close by so this is one less thing to add to your worries. Moving can be the worst. I've moved several times and it is very stressful.

utterance: Tell me about it.

utterance: Give me a moment to check our system information to find your nearest locations.

utterance: Sure thing.

utterance: I can see there are two Intellibank ATMs located near that street address. One is located at our branch on seventeen ten Murray Street East in the area of Chester. The other's located at the shopping plaza branch at Michigan Avenue.

utterance: OK. Is there a fee at either of these?

utterance: There is no fee. It's attached to any of the ATMs at our locations. However, if you must go to an ATM at a different location such as a gas station ATM, there may be a nominal fee involved.

utterance: OK, Melany. That sounds good.

utterance: OK. Now let's get your information so we can close your account. OK. may I have your first and last name?

utterance: Kim Smith.

utterance: Date of birth?

utterance: Four sixteen nineteen seventy-two.

utterance: Last four digits of your social security number?

utterance: Eight five two four.

utterance: Your mother's maiden name?

utterance: My mother's maiden name is Jones.

utterance: And the account number to close?

utterance: Nine nine nine six five two.

utterance: And the reason for the closure?

utterance: Relocating.

utterance: And the deposit account type?

utterance: Checking.

utterance: The deposit routing number?

utterance: Two three five six eight seven nine six three.

utterance: And the deposit account number?

utterance: Nine eight five two one three.

utterance: And your email address?

utterance: Kim Smith at mail dot com.

utterance: Let me confirm the information as you've as you've provided to me to make sure I have everything accurately.

utterance: Absolutely.

utterance: I have the first and last name as Kim Smith. Date of birth is four sixteen nineteen seventy-two. The last four digits of your social security number is eight five two four. Mother's maiden name is Jones. Account number to close is nine nine nine six five two. Reason for closure is relocating. Deposit account type is checking. Deposit routing number is two three five six eight seven nine six three. Deposit account number is nine eight five two one three. And the email address is Kim Smith at mail dot com. OK. Thank you Miss Smith. Your current balance is two thousand five hundred and seventy-eight dollars and thirty-four cents. And two thousand five hundred and seventy-eight dollars and thirty-four cents will be transferred to the account member nine eight five two one three within three business days. You will not incur any transaction fees for this transfer.

utterance: Thanks. That's good to know. Will I get a receipt for this transaction today? Yes I~.

utterance: Yes. I can send it to your email address you have on file, Kim Smith at mail dot com. Is that correct?

utterance: Yes, it yes. Sounds great. Thank you for your help.

utterance: If you would like any additional information about our other banking products you can also visit us online at WWW dot Intellibank dot com.

utterance: No. That's fine.

utterance: Excellent. Is there anything I else I can assist you with today?

utterance: Thanks, Melany.

utterance: Thank you for your business. If you have any issues do not hesitate to call us back. Have a wonderful day.


utterance: mhm. Thank you for calling Intellibank. This is Peter. Who do I have the pleasure of speaking with?

utterance: Hi, Peter. This is Monica.

utterance: Hi, Monica. How are you doing today?

utterance: not good.

utterance: Oh, how may I help you?

utterance: well, I just wanna complain again because the ATM that is down the street where I lived every time I go it is either out of order, or there is not substantial you know, funds in it. And I and I could just never used it. What is it that just everybody goes in there and just takes the money out time I need like forty dollars there is just like nothing?

utterance: I am so sorry to hear that. can you can you give me the address of the ATM and I can put a note on What did they do?

utterance: Yeah and probably you should

utterance: Just take it out so then people know that it's never working or is always out of money, OK?

utterance: OK.

utterance: So what do you need from me again?

utterance: the address of the ATM that in question.

utterance: Yes. It's on the twenty seven four Bullfrog Road. It's like inside that little you know grocery store where just there's nothing even in there but let let me just not go in there. But it's in that store.

utterance: OK.

utterance: All right. So it's you said two seven four Bullfrog Road. Is that correct?

utterance: That is correct.

utterance: OK.

utterance: All right. I'm pulling that up now and then what city is that in?

utterance: Stowe.

utterance: And then Stowe, Vermont? Is that correct? OK. I'm pulling that up right now.

utterance: Yes.

utterance: Oh and looks like that's inside the Kwik-E-Mart there on the corner of.

utterance: Oh and I just.

utterance: Wanna complain about just one thing. So even if I have a chance to use it let me just tell you that your stupid machine is not even reading correctly or the buttons are all worn out because I don't know if all those little kids that just go and push the buttons because there's nothing else for them to do but let me just tell you that it's the screen is also really faded even that it's inside the store and you can barely see anything. So I'm even afraid to go and put my credit card in there because what's gonna happen if if my credit card or or my debit card gets stuck in there. There's nobody to help me out there so you should just replace that machine and just put a new machine.

utterance: OK.

utterance: I am so sorry for your for your your stress there.

utterance: the a I'm pulling this up and this actually looks like it's a private like a third party vendor in the Star Network.

utterance: So that's not actually one of our the our Intellibank ATMs so if you if you wanted to you could install the mobile banking app. If you don't already have that.

utterance: what do I need that for?

utterance: Well, because then, you can go into the Intellibank mobile banking app and go to find ATMs near me and you could put in. You could select instead of all ATMs, you could select the Intellibank ATMs and that would give you our ATMs.

utterance: And your ATMs are very far away from where I live.

utterance: OK.

utterance: So here is the thing you say that that one in the store it's a third party but then I don't get charge a fee.

utterance: If I go to a different one, what are you guys gonna charge me?

utterance: So if you go to one of the ones in in the Star Network, there are no fees. If you're outside of the Star Network, then there is a two dollar fee per transaction.

utterance: What's a?

utterance: Star Network?

utterance: So the Star Network is the group of ATMs that we are. it's kinda like are you familiar with the miles for for airlines?

utterance: yes.

utterance: OK. So you know how the all the airlines are kind of group together in different groups of miles.

utterance: So they all of kind of share those miles and you can kinda use those back and forth. and be part of the like the SkyTeam or the Sky Alliance or so the the Star Network is like that with ATMs.

utterance: Right, right, right, right.

utterance: Sure. OK.

utterance: mhm can you tell me what's the closest of your ATMs machines next closer to that that little store there that

utterance: To.

utterance: The Kwik-E-Mart at two seven four Bullfrog Drive?

utterance: Yeah.

utterance: Yes, please.

utterance: All right. Lemme program that in. OK. .

utterance: Hold on. My my computer is running a little slow today.

utterance: Of Course.

utterance: It's running slow. It's always running slow every time I call.

utterance: It happens.

utterance: Happens all over the place. All right so let me see. It looks like there is another ATM about a block and a half away from you to the east.


utterance: Good afternoon. This is Steven at Intellibank. How may I help you today?

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

utterance: OK. I can help you with that. I'll just need some information from you first. to start, can I have your full name and your date of birth?

utterance: Yep. Bernadette Sampson. B E R N A D E T T E, Sampson. S A M P S O N. People always get my last name wrong. my date of birth is August eighth, nineteen eighty-seven.

utterance: OK. Thank you, Missus Sampson. Yeah, I I can appreciate that. Nobody spells my last name right either. Now I need to get an authenticate to authenticate the account. Are you calling about a checking account or a savings account?

utterance: I'm calling about a checking account.

utterance: OK. If you could give me the account number for that account?

utterance: Six zero three eight, oh two three zero seven.

utterance: OK. And we have a identifying word that we've got on file. Can you tell me your favorite town in Pennsylvania?

utterance: I think that's Altoona.

utterance: Altoona. Excellent. OK. That matches. And you've already told me this is a checking account, and I have the account number. Your balance on that account is one thousand twenty-four dollars and eighty-two cents.

utterance: What? Say that again?

utterance: One thousand twenty-four dollars and eighty-two cents.

utterance: Huh. I thought I would've had more. OK.

utterance: OK. would you like to check the the balance in your savings account as well while we're right here?

utterance: Sure, that'd be good.

utterance: OK. And I'll need the account number for that account.

utterance: Hang on. I've got to look up my savings account. I don't remember that one.

utterance: OK.

utterance: let me look. OK. I got it. It's eight oh two six zero three, three oh seven.

utterance: Eight oh two, six zero three, three zero seven. And that's the savings account. All right. I show in that account that you've got fourteen thousand three hundred and twenty-five Fourteen thousand, three hundred and twenty-five dollars and eighty-two cents.

utterance: Correct.

utterance: Oh, that's a better number.

utterance: OK. All right. Is there anything else that I can help you with today?

utterance: we were thinking of taking a trip out to Winslow, Arizona. And I had heard that you guys have some kind of card. A travel card that you can put money on so that you don't have to use your own credit card. And so, it saves less chance of fraud.

utterance: That's exactly right. It's actually called our travelers card, and you can preload it like a debit card, and use it just like a credit card. There's actually a Mastercard logo on it. So it looks just like a regular credit card, but is protected more than a regular credit card. So if somebody steals it, we will cancel it, and you will not be charged for any fraudulent transactions on that card.

utterance: So if there is any balance on the card after, if it's gets stolen, will that automatically transfer over to a new traveler traveler card?

utterance: That's correct. We will re-issue it and and send it to you overnight because we realize you'll probably be using that travelers card while you're on a vacation or someplace, and you'll need access to those funds immediately. So we do make that allowance for shipping overnight.

utterance: That's wicked cool.

utterance: So, Winslow Have you ever been to Winslow, Arizona?

utterance: I have not, but I have heard of it. That's where you're traveling to.

utterance: Yeah. You know that song Eagles, the Eagles have driving down the road? Trying to loosen my load.

utterance: Standing on the.

utterance: Corner in Winslow, Arizona. Yes, I'm familiar with the song.

utterance: That's where I'm going.

utterance: Yes.

utterance: Oh, very nice. You should enjoy seeing that. I believe they've got a park that has a statue and a Flatbed Ford sitting in front of it.

utterance: Yeah, I saw a picture of that Flatbed Ford. I can't wait to hop in that and take a picture. That'd be pretty cool.

utterance: That'd be a neat picture to have. So, Missus Missus Sampson, is there anything else that I can do to help you today?

utterance: So what did you say was my balance for my checking account? I got I've got my son's birthday coming up. I need to get him a birthday present, but I wanna make sure I don't overspend my account.

utterance: OK.

utterance: I understand and that account number again was six oh three, eight oh two, three oh seven. That was your checking account?

utterance: Yes.

utterance: And your balance on that account is one thousand twenty-four dollars and eighty-two cents.

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

utterance: Yeah, he's

utterance: Looking forward to a laptop. It cost like seven hundred and something dollars.

utterance: A lot different than when we were kids, isn't it.

utterance: Yeah, considering they didn't have laptops back then.

utterance: Yeah.

utterance: Right. He should be very happy to get a present like that, but yes, you do have the funds in there to cover that.

utterance: All right. So when I wanna do the travelers card, can I have that taken out of my savings account instead of my checking account?

utterance: Is there anything else you can?

utterance: You can. You can fund that card any way that you like. In fact, you can even set it up online so you can transfer funds from one account, right directly onto that traveler's card. So if you if you a purchase along the way that there may not be enough funds you can go ahead and fill that card so that you'll be able to purchase whatever you'd like.

utterance: Huh. Now how. I don't have access to to that kind of thing online. Can we talk about how to make that happen?

utterance: Yes, we can. in fact, I'll transfer you over to the new accounts division and you can talk a representative there and they can set you up with a brand new traveler's card or answer any questions that you have about the traveler's card.

utterance: OK. That's great. Thank you, Steven. You've been very helpful.

utterance: OK. You have a great day, and I hope you enjoy your trip to Winslow, Arizona. All right. Take care. Bye bye.

utterance: Me too.


utterance: Good afternoon thank you for calling Intellibank, my name is Cecilia how can I help you?

utterance: Yeah I'm trying to send some money to my son through a wire transfer, can yo help me with that?

utterance: Yes most definitely, we'll be more than happy to help you with that.

utterance: OK thank you.

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

utterance: Yeah that's Sam Martinez.

utterance: Wonderful can you confirm your security question? What what is your pet's name?

utterance: My pet's name is Paco my little Paco he's a little chihuahua. I love him, we actually adopted him a year ago and he was going crazy. It's just so phenomenal when you find a a little puppy well was a year old. So he's not really a puppy but he's very small and it's it's phenomenal when you find someone that you click with like your little pet, and he was well trained I guess, but he was hurting so thankfully we came across him. it's it's one of the best things that has happened to us little Paco. Sorry about that. He's love talking about him. He's so beautiful.

utterance: Oh no no no problem I have a pet as well. my my pet's called Jumpy because he's he's he's also a pet chihuahua but he's very scared of everything, so we actually started calling Jumpy every time we open a door or talk he actually gets all jumped up and scared and actually won't do anything. Was that your your puppy I heard in the background?

utterance: Yeah that's actually him, he's here next to me.

utterance: Oh whoa wonderful. There you go again, that's so nice to hear hey. all right so let me see Sam. is this going to be a domestic or a wire transfer or international?

utterance: Nah, it's gonna be a domestic.

utterance: Wonderful, can I have the routing number and account number we'll send the money to?

utterance: Yeah the routing number is one zero two nine three eight four seven. Account number is one two three zero nine eight four seven.

utterance: All right wonderful can you confirm the account number for me one more time?

utterance: Yeah it was zero one two three nine eight seven. That is mine.

utterance: Yes yes wonderful, thank you very much. That way I can go and access. And the amount?

utterance: let me go and process your request. do you mind me asking what was your last transaction you made? Are you able to recall that?

utterance: Yeah actually it was at a gas station for forty dollars.

utterance: All right correct and prior to that?

utterance: I think I was shopping at a convenience store. Bought some food. Not more than a hundred dollars. Probably like ninety-eight seventy-six?

utterance: OK that is correct, cool.

utterance: Thank you very much the process has been submitted. the amount should be transferred within the next three business days and your son should have the funds by Friday if I am correct. All right?

utterance: Great.

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

utterance: Oh yeah now that I have you on the call, I'd like to cancel one of my credit cards.

utterance: Yeah definitely sure. let me confirm the last four digits of your credit card number please.

utterance: That's five five eight eight.

utterance: Wonderful, thank you. OK I am going to having cancel this card, and we are going to be issuing you a new one to the address that's on file, is that fine? Can you confirm that for me?

utterance: Yeah that's six zero, Los Ebanos Drive.

utterance: Wonderful, six zero Los Ebanos Drive. We'll go ahead and submit that request. it should arrive within two weeks. Now do keep in mind once you receive it, you will have to follow the information in the letter you receive with it to activate the new card.

utterance: All right, wonderful. Can you also transfer some money from that credit card debit card that we are canceling to my other one that I have with my wife? That way, I won't miss out on the funds.

utterance: Oh yeah most definitely I'd be more than happy to assist you with that. can you confirm the last four of the debit card that you want us to deposit that fund to you to?

utterance: Yeah it is zero nine two three. It ends I believe in zero nine to three. Let me check with my wife's card my card. yeah zero nine two three.

utterance: OK, wonderful. What is the amount that you want us to transfer over?

utterance: It's five hundred dollars.

utterance: OK all right this will be an immediate transfer. You wouldn't have to worry about the three business days. because both of them are your account and they're still active therefore the five hundred dollars will transfer to your other account automatically.

utterance: is there anything else I can help you with at this moment?

utterance: No not at this time, you've been very helpful and my my puppy keeps barking a little bit I know. He's. Think he's a little bit anxious.

utterance: -huh well have a wonderful weekend and have fun with your Paco. it was very nice speaking with you and being able to assist you don't hesitate to call us for any banking needs. Thank you for calling Intellibank and have a great day.


utterance: Hello, thank you for calling Intellibank. This is Carl. How may I help you?

utterance: Hi Carl, this is Tonya. How are you doing?

utterance: Very well. How are you doing?

utterance: I'm doing well.

utterance: How can I assist you today?

utterance: well, I received so I moved to town a week ago, and I opened a checking account with you guys.

utterance: OK. Well, welcome to town.

utterance: Oh, thank you. It's been. It's been very nice. Anyway, I already received on my new address a letter from you guys that there's a problem with my checking account. Can you tell me what's going on?

utterance: OK, sure. so, Tonya, what's your last name?

utterance: Bishop.

utterance: OK. And it's spelled B I S H O P?

utterance: Yes.

utterance: OK. All right, Tonya. And, what is your address?

utterance: I should know that by now. it's two seventy Silver Cloud Road. Heber, Montana, nine zero. No. Nine one zero one one.

utterance: All right, so two seventy Silver Cloud Road Heber, Montana, nine one zero one one, correct? All right. And, Tonya, your birthdate?

utterance: Yes.

utterance: February twentieth nineteen seventy-four.

utterance: OK. And, for security purposes, the last four digits of your social security number?

utterance: six six zero zero.

utterance: Six six zero zero. And, what is the name of your first pet?

utterance: Ricky, and the way I spell it is R I C K I.

utterance: OK.

utterance: I'm sorry. Rocky, R O C K I.

utterance: All right. All right, got it. OK, so I see. This, let me see. I'm into your account, and yes, I do see a note here. we still need a government-issued ID to verify your account.

utterance: Oh, I never actually ended up going to the bank, OK.

utterance: Yes, and you also need

utterance: To fund the account. So, you've never stopped by the branch to fund it, or? So, that was just a reminder notice.

utterance: OK.

utterance: OK, got it. All right, then I will find time to do that.

utterance: Yes, please. And is there anything else that we can help you with today?

utterance: Actually, since you're on the phone, I thought about it and I'm gonna need to open a savings account Can we please do that?

utterance: OK.

utterance: Yep, we can. All right, so, I'm going to open a basic savings account to go with your basic checking account?

utterance: Yes, please.

utterance: OK.

utterance: Mhm. All right, it'll just take one minute.

utterance: No problem. Oh, just out of topic, since winter's coming, do you guys know if you guys do any, like, ski swaps, or things like that?

utterance: I believe there is a ski swap coming up in a couple weeks. It's should be. It's usually held at the community center, and there should be a post about it. I'm trying to think where they post that. I'm not a hundred percent sure where they post that. they generally, yes. In the local newspaper or maybe on the local newspaper's website. Or, you know what, you can go on the community center's calendar and there will be a there should be. It should be on their the community center calendar.

utterance: Maybe in the local newspaper I guess.

utterance: OK.

utterance: OK.

utterance: All right, sounds good. Thanks.

utterance: OK, so I have your savings account set up here. And your savings account number is two nine one two three one five.

utterance: Two nine one two three one five?

utterance: Yes.

utterance: OK.

utterance: Three one five. And, We're gonna keep the security questions the same for that.

utterance: OK.

utterance: there are no fees for the savings account. and there is no minimum balance on it.

utterance: OK. All right, well I guess I will just stop by and just take care of all of it.

utterance: Yes, so we need a government-issued ID and the funds to deposit for the, both the checking and the savings account.

utterance: Because I can't open the mobile online until I completely finish the setup first, correct?

utterance: Yes.

utterance: OK.

utterance: Have.

utterance: You you probably haven't been able to activate your debit card, too. Well, if you bring your debit card down, we can activate it right there while. And do everything all at once for you.

utterance: I haven't even tried.

utterance: I. I have.

utterance: To be honest.

utterance: OK. Then I'll just do that.

utterance: And then, once you have the Once you have. Once you've finished funding the accounts and have giving us the ID or shown us the ID then we Then you will be able to access your accounts online and through our mobile app. And our our online portal is at Intellibank dot com.

utterance: How do you spell that?

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

utterance: OK.

utterance: Com.

utterance: And, in the upper right-hand corner, you'll see a login sign. And then at the next page, it'll have a register for you.

utterance: OK.

utterance: And then you'll use your account numbers and your social security. Your last four of your social security number and your full name and address, and that will and that will start the registration process for the online and the mobile app.

utterance: OK.

utterance: Online access and mobile app.

utterance: Oh.

utterance: All right, sorry. I gotta. I. I I gotta go. That was. That was very helpful, so I guess I will see you guys in a little bit.

utterance: OK.

utterance: All right, sounds good. Have a great day.

utterance: OK.

utterance: Thank you, bye.

utterance: All right.

utterance: Bye bye.


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

utterance: Hi, my name is Sarah Smart and I'm calling to get the account balance on my checking account.

utterance: OK, I can help you with that. First, I just need to verify some information. what is your mother's maiden name?

utterance: It's Henry.

utterance: OK and what street do you live on?

utterance: I live at eight hundred north.

utterance: And one more thing, can you verify the last four of your SSN please?

utterance: Yes, it's seven seven six four.

utterance: OK, just one moment while I pull up your account information. You're calling today to check on your balance?

utterance: That's correct.

utterance: Will that be for your checking account or your savings account?

utterance: My savings. Oh no wait, I mean my checking.

utterance: Your checking account, OK. Can you verify your checking account number?

utterance: It's just one moment I gotta get it.

utterance: No problem. Let me know when you're ready.

utterance: OK, I have it.

utterance: OK.

utterance: It's two zero four nine six three three. Oh wait I said that wrong. It's two zero four nine six three two.

utterance: Two zero four nine six three two. Is that correct?

utterance: That's correct.

utterance: OK. It looks like your current balance is four thousand one hundred seventy-two dollars and sixty-eight cents. Is there anything else I can do to help you today?

utterance: Did you say four thousand three hundred seventy-two and sixty-eight cents?

utterance: Nope, it's four thousand one hundred seventy-two and sixty-eight cents.

utterance: Oh I'm sorry, my daughter just asked me a question, so I didn't catch what you heard. Do you have any kids?

utterance: I sure do. I have two.

utterance: Really? Are they girls or boys?

utterance: One of each.

utterance: One of each. That's lucky. I have four kids.

utterance: Oh my, I bet that keeps you busy.

utterance: It sure does. so back to the balance, you said it was four thousand one hundred seventy-two dollars and sixty-eight cents and that was my checking, right?

utterance: Yes.

utterance: Could you check my savings account balance too, please?

utterance: OK, do you have that account number?

utterance: It's two zero four nine six three two, and then it's just zero two for the savings.

utterance: Oh all right. Two zero four nine six three two zero two. looks like your account balance is nine thousand seven hundred eighty-one dollars and twenty-one cents.

utterance: Wow, that's quite a bit lower than I expected. Wonder can you check when the last withdrawal was?

utterance: Yup, it looks like the last withdrawal was on the first of this month. and it looks like it was for one thousand five hundred one dollar and two cents.

utterance: And was it just cash or did it pay something?

utterance: It looks like it went to another financial institution. It doesn't give me the full name, but it says it was a bank. Was that about the time of the month that you pay your mortgage maybe?

utterance: It might be. My husband pays the bills so I don't really know. I just thought my balance was higher. can you tell me the the transaction that happened prior to that?

utterance: Yep, it looks like the transaction that was before that was on August fifteenth and it was twenty-six dollars and ninety-five cents on Amazon.

utterance: OK. One more thing, can you look back like at the first of August and see if there was a withdrawal for like the fifteen hundred and one dollars?

utterance: Yeah, so it appears that there was back on August first for the same amount to a bank.

utterance: OK, that must be my house payment then.

utterance: And just so you know if you'd like you can register online at our website WWW dot Intellibank dot com it'll ask you the same verification questions that I asked you at the beginning of the call and then you can set up an account and you'll be able to check your balance there and also see your transaction history.

utterance: Oh well that was helpful. It's WWW dot Intellibank dot com?

utterance: That's correct and when you get there, you'll just look in the upper right hand corner and you'll see account setup and then you'll answer the verification questions and you should be able to get right in.

utterance: Oh that would be terrific. Thank you. What did you say your name was again?

utterance: My name is Rosy, is there anything else I can help you with today?

utterance: No, I think I'm good. Thank you very much.

utterance: Thank you. Have a great day.

utterance: You too.


utterance: Hi, thank you for calling Intellibank. This is Priscilla. How may I help you today?

utterance: Hello, I just moved and I thought there was a branch nearby but it's a different bank. Trying to locate an Intellibank close to my new home.

utterance: OK ma'am were you looking for an Intellibank or an Intellibank ?

utterance: An Intellibank. I'm sorry I made a mistake.

utterance: Oh that's no problem whatsoever and I would be glad to look that up for you. May I have the street address?

utterance: I just moved in yesterday. Could you hang on for a second while I double-check my new address?

utterance: That's no problem whatsoever. Just let me know whenever you're back with that information.

utterance: I'm back. Sorry about that. It's eight one nine River Street.

utterance: OK, I have eight one nine River Street. Is that correct?

utterance: Yes ma'am.

utterance: OK, and what city would that be?

utterance: Athens.

utterance: Alright, Athens. And what state?

utterance: Georgia.

utterance: OK, just one moment please while I bring up that information for you.

utterance: Did you watch the football game yesterday? It was a great game.

utterance: Yes ma'am it sure was and I love football to be honest with you. I was actually kind of afraid that we were going to lose but you know you know the other team's a pretty good team, but we're better so we proved it yesterday.

utterance: And I do have that information pulled up for you now. And I have a list of our closest branches. Now the first one is at one five six Deer Run Drive in Athens. And the second would be at seven three six Temple Boulevard also in Athens. Now unfortunately those are the only two branches that are within thirty miles of your location but both do have our new extended hours and are open Monday through Saturday nine a.m. until nine p.m.

utterance: Those are pretty far away. Is there any other way to make deposits?

utterance: Absolutely. you can easily do either cash or check deposits at any of our ATMs. And actually I do see an ATM approximately two miles away from your location. And that would be at two six six Kenwood Place. And also if you are depositing a check you can do that with our online banking. All you have to do is take a picture of the check. Either that or just type in the routing information and the account information as well as the amount and that can it will deposit it straight for you.

utterance: That sounds great. I can do everything else online right? How do I set up an account for online banking?

utterance: OK, yes ma'am. You can do basically everything except or make cash deposits online. You can check your balances, you can review transactions, order checks. We have bill pay. You can do wire transfers and I mean there's a whole slew of things you can do with online banking. And I would actually be glad to go ahead and set that up for you now. If you don't want to do it right now it can easily be done at your convenience on our website.

utterance: Think I'll do it online tonight. What is at the web access address?

utterance: OK. The web address will be WWW dot Intellibank dot com. Again, that's WWW dot I N T E L L I B A N K dot com . And all you will need is your account number and of course your personal information like your name, address, and Social Security number. Is there anything else I can help you with today?

utterance: No, thank you for you help. You've been very helpful.

utterance: Well thank you so very much. And again my name is Priscilla. Thank you so much for calling Intellibank. Have a wonderful day.


utterance: Thank you for calling Intellibank, this is Daisy how may I help you?

utterance: Hi Daisy I'd like to transfer money from my checking account to my savings account. And I'll also need to report my lost credit card.

utterance: OK. So we're doing an internal wire transfer from checking to savings. And then reporting your credit card lost?

utterance: Yeah.

utterance: All right one moment. I'm just making a note here. And let's open up your account. What is your full name and date of birth?

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

utterance: Thank you George. Verify last four of your social and your mothers maiden name for me.

utterance: Excuse me. It's four four eight one, Smith.

utterance: Four four eight one. OK thank you. And verify your account numbers for me. Checking account first.

utterance: Zero zero one six, three nine, two two one seven. And my savings account is zero zero, one six, three nine, three three, one eight.

utterance: Just to confirm these are the accounts that you'd like to transfer money between?

utterance: Yeah.

utterance: Checking to savings?

utterance: Yup.

utterance: How much?

utterance: I'd like to transfer thirteen hundred dollars.

utterance: All right. And please the verify the information before I submit. George Emery is authorizing an internal wire transfer in the amount of one thousand three hundred dollars from his Intellibank checking account. Number zero zero one six, three nine, two two one seven. To his Intellibank savings account. Number zero zero one six, three nine, three three one eight. Is this correct?

utterance: Yeah that's right.

utterance: All right George. It just takes a moment to process and then I will have a transaction ID number for you.

utterance: Great. How's your day going Daisy?

utterance: Oh I've had better days. I feel a migraine coming on. So it's probably gonna be a long day. How about you?

utterance: Mm that's unfortunate. You know besides finding out that my credit card is missing, perfectly fine day. It's great weather. And you know just had a really nice day. Great food.

utterance: Good glad to hear it. I do have that transaction ID number for you.

utterance: OK I'm ready.

utterance: Nine nine one seven, six two nine.

utterance: Nine nine one seven, six two nine got it.

utterance: And you wanted to report your credit card lost?

utterance: Yes.

utterance: Please verify for me your credit card number.

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

utterance: Thank you George. One moment while I look at the history here. Do you know when the last time you used your card was?

utterance: Yeah it was October first.

utterance: How about do you know when you lost it?

utterance: I can't tell you an exact date.

utterance: OK. No problem. October first. What was the company where you used it?

utterance: It was Mind Optimizers.

utterance: And do you know about how much?

utterance: It should have been twelve hundred thirteen hundred dollars.

utterance: OK I do show a charge on October first to Mind Optimizers, in the amount of one thousand two hundred eighty-nine dollars and ninety-nine cents.

utterance: Yeah that sounds about right.

utterance: OK. So that is the last time I show that the card has been used. It hasn't been out there in circulation being presented for payment anywhere. I'll go ahead and cancel the card and we'll get you a new one ordered. It will arrive in seven to business days via mail. And when it arrives you will have to activate it. You can do that at our website WWW dot Intellibank dot com. Or by calling the number listed on the back of the card. It takes about sixty seconds it's all automated. Very clear cut and easy to get activated. And I have a transaction number for this report. Would you like to write it down?

utterance: Yes.

utterance: It is nine nine, one seven, seven nine one.

utterance: Nine nine, one seven, seven nine one. Got it.

utterance: Great. So is there anything else you'd like to do today George?

utterance: no I think we covered all the bases.

utterance: Great I'm glad to hear it. Well have a great day George and thank you for calling Intellibank.

utterance: Thanks bye.

utterance: Bye bye.


utterance: Thank you for calling Intellibank. My name is Donte. Can I get your name, please?

utterance: Yes, it's Woo.

utterance: Thank you, Mr. Woo, and can I get your last name?

utterance: It's Nelson.

utterance: Thank you, Mr. Nelson, and how can I help you today?

utterance: Yes, I was calling in. I wanted to close one of my savings accounts, please.

utterance: OK. We're more than happy to assist you with closing your account today. I'm sorry to hear that you're closing an account but we can go ahead and get this process started for you. In order for me to access the account, I do need to verify some information. So can I go ahead and get your date of birth?

utterance: Yes, it's ten nine nineteen ninety-two.

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

utterance: It it's zero seven six four.

utterance: All right, can you go ahead and verify your address for me?

utterance: Well, don't you have that already?

utterance: I, I do have it on file, yes sir, but we do. After you provide it to me, that way, you know, I'm not just telling you just in case you're not who you say you are and I'm not giving you, you know, somebody else's your address.

utterance: Oh yeah, I guess I understand that. All right, it's three five one two Snyder Avenue Newark, New Jersey zero seven one zero seven.

utterance: Thank you very much for that information, Mr. Nelson. All right, now So I do show that you do have several accounts on here. All right, which account is it that you'd like to transfer? What's the account number?

utterance: yes, it's my savings account. Three five seven two five seven nine four seven dash one. And can you go ahead and tell me my my balance on my savings and also my checking, please?

utterance: Yeah, I'll be more that happy, Mr. Woo, to provide that information for you. All right, sir, let me just repeat that back. I have your savings account of three nine five seven two five seven nine four seven dash one. Is that correct?

utterance: Yes.

utterance: All right, perfect. All right. So I'm showing your balance on that account as six hundred ninety-two dollars and twenty-three cents. All right, and then I'm only showing one checking account. Is that the one you would like the balance on?

utterance: yes, please.

utterance: All right, I'm showing your checking account's balance of four thousand two hundred twenty-three dollars and twenty-three cents .

utterance: Oh, perfect. All right. so I wanna close this savings account and I wanna send it over to another another bank. It's my credit union .

utterance: OK, I'd be more than happy to assist with getting that transferred over to your credit union. Now, in order to transfer that over to your credit union, I will need your routing number, the name of the credit union, your routing number and the account number that you want it transferred to.

utterance: Yeah, I have all that information.

utterance: Perfect. All right, so what is the the name of the bank?

utterance: Yeah, it's Arkansas .

utterance: OK, thank you. And what's the account or the routing number?

utterance: hold on. Well, shoot. I thought I had it. Gimme one second. Let me, let me go find it.

utterance: OK, take your time. Not a problem.

utterance: OK, I'm back. It's eight four seven three nine five two six five.

utterance: Thank you very much and what is that account number?

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

utterance: All right, that was six nine three six three zero four seven five?

utterance: Yes.

utterance: I thank you so much for that. All right, so give me one second I go ahead and get this account closed out and get that balance transferred over to the other account. OK?

utterance: OK, perfect. Thank you.

utterance: Hey, let me ask you a question. You watch that Alabama game last night?

utterance: I did actually. It was a pretty good game.

utterance: Yeah. Well, are you an Alabama fan?

utterance: No, no I'm from Ohio. I'm a Ohio State fan. Go Bucks.

utterance: They're good this year, aren't they?

utterance: They're gonna take the championship I think.

utterance: Well, I don't know. Alabama's tough.

utterance: Yeah, it could be a repeat of I reckon.

utterance: Yeah, you're probably right.

utterance: All right, so I went ahead and got that account transferred over. with the balance so and that account closed out. So that savings account is closed. So now you just have the one checking account an auto loan and a credit account with us.

utterance: Oh, perfect . Can you gimme the the the balance on my credit account?

utterance: Sure, absolutely. The credit account balance is fourteen thousand six hundred and seventy-five dollars.

utterance: Oh, perfect. Thank you.

utterance: You're welcome. Now if you like we can go ahead and I can send you over some information about some of our additional savings plans and other loans and features that we have here at the bank.

utterance: Oh, yes. That'd be cool. Thank you.

utterance: All right, perfect and I'm I'm showing here that we do have a email on file. All right, let me just confirm it with you. It's I A M T H E W U N at Gmail dot com.

utterance: Yeah, that's right. I am the one. W U N. Get it? Huh at Gmail dot com.

utterance: All right, that's pretty good. All right, yeah I like that. All right, so I went ahead and sent that information over All right, and was there anything else at all I can get done for you today?

utterance: nope, that's it. I appreciate your time.

utterance: You are more than welcome, Mr. Nelson. You have a great day. And thanks again for calling Intellibank.

utterance: Thank you, you too. Goodbye.


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

utterance: Hey Tiffany, how you doing? pretty sure you're having a much better day than me, because it's been a humdinger already and it's only ten a.m..

utterance: Oh no.

utterance: Yeah, yeah.

utterance: You know, go out to work in the morning go to leave the house and my cars dead. Car won't start have to get it towed, have to go through that whole hassle waiting for the mechanic to call. So Yeah it's gonna be money there and as I'm waiting for the mechanic to call, the phone rings and the son calls and he needs money at college. For college, for for books.

utterance: Oh boy, OK well I would love to help you with this, and maybe I'll help improve your day .

utterance: does your son have the same bank? Does he have Intellibank as well or?

utterance: He he does not.

utterance: OK. OK, so what I would suggest since you need to get him money right away is a wire transfer.

utterance: OK.

utterance: there's a five dollar fee for that is would that be something that you'd want to go ahead and.

utterance: Yeah, that's fine, and he'll have that money today?

utterance: And set up? OK.

utterance: Yes.

utterance: OK.

utterance: It it usually takes a matter of ten fifteen minutes and he'll have it.

utterance: OK.

utterance: so first of all, what is your first and last name?

utterance: my name is Eric Williams.

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

utterance: Oh two oh five nineteen eighty-one.

utterance: OK and the last four digits of your social?

utterance: is one seven nine one.

utterance: OK, and if you can just verify your address for me?

utterance: OK you know what now I think about it, we moved like six weeks ago. So you you might have my old address. My old address is one thirty-two Hickory.

utterance: OK.

utterance: Hmm mhm, yes that's what I have so.

utterance: OK. So we're gon~

utterance: We're gonna need to update that as well.

utterance: OK, whenever you're ready I can update that for you right now.

utterance: OK the new address is two oh seven Powell Lane.

utterance: Mhm.

utterance: OK.

utterance: And that's in Springfield. Pennsylvania.

utterance: Mhm.

utterance: OK.

utterance: It's one nine one six four.

utterance: OK, perfect.

utterance: OK, so that's updated for you. And one last question, your security question, which is, what city would you most like to visit?

utterance: a city I'm still trying to visit and that's Las Vegas, have you ever been there?

utterance: Mm.

utterance: Yes I have, love it.

utterance: OK.

utterance: Love it.

utterance: You're selling me on it.

utterance: Mhm.

utterance: OK so what account would you like to withdraw the funds from, of yours? When your ready just give me that number.

utterance: OK from my checking account.

utterance: OK.

utterance: and that account number is oh eight eight six one one nine oh five.

utterance: Mhm.

utterance: Mhm.

utterance: Mhm.

utterance: OK, so you have seventeen thousand five hundred dollars in your checking. And how much were you wanting to withdraw for the wire transfer?

utterance: OK.

utterance: Well the you tell, is twenty-five hundred dollars too much for books? I mean how what kind of books are they selling in college these days?

utterance: Wow, well I haven't been in college for a while, but I I don't know. Who am I to say? I mean I don't want to get involved with some family

utterance: Yes so in other words my son is taking me for a ride. I I I you said it in so many words.

utterance: Oh no.

utterance: OK so you but you do wanna do the twenty-five hundred?

utterance: yes please.

utterance: OK.

utterance: So, that will bring your balance to fourteen thousand nine five. Just because you know also the five dollar charge on top of that.

utterance: Right, right.

utterance: Maybe I'll get the five dollars out of him who knows.

utterance: and this is a domestic transaction, correct? I'm assuming, OK great .

utterance: Yes, yes it is.

utterance: So whenever you're ready you can give me your son's information.

utterance: All right lemme.

utterance: Let me get that number.

utterance: Sure.

utterance: OK it's zero three. Seven six. One six oh nine one five.

utterance: Mhm.

utterance: Mhm.

utterance: OK, perfect.

utterance: OK, and as I said I'm gonna set this up right now and it'll take about fifteen minutes.

utterance: OK, can you just read that number back to me please?

utterance: Sure, sure. It's I have zero three seven six one six zero nine one five.

utterance: All right, perfect yes that's it. OK.

utterance: OK, great. So.

utterance: Do you authorize for me to go ahead and do the wire transfer for you right now?

utterance: Yes.

utterance: I do.

utterance: OK, just give me a moment I need to make sure everything is set.

utterance: OK. OK so that will go through in about ten to fifteen minutes everything will be ready to go for him and his books or whatever.

utterance: So my son gets books and I don't get Vegas, I see how this works.

utterance: Aww well when he graduates and he becomes a successful man about town I'm sure he'll maybe take you to Vegas.

utterance: I hope.

utterance: Yeah, me too.

utterance: Now did you want me to let you know anything about online banking? Because you can do these things for yourself instead of having to call customer service, if you'd rather.

utterance: I guess that's the whole wave of of the you know the modern day now I'm guessing, everybody's doing this. And it probably is a lot easier for people like yourself. It takes work off you know, your back.

utterance: Mhm.

utterance: Mhm.

utterance: yeah so I guess if you can get me, you know, a direction to go to get started with that?

utterance: Sure. I mean what I can do is, what we do is, we'll send you an email and you'll just click the link and it will prompt you and take you through exactly how to set up your online banking. And if you happen to need help it will give you also a customer service number that can walk you through it, but I really don't think you'll need that. I think it's really self explanatory and easy.

utterance: So if you just verify your email, and I'll send that right over to you.

utterance: OK, it's Eric Williams oh two oh five at Gmail dot com.

utterance: OK.

utterance: Mhm.

utterance: OK Mr. Williams, OK perfect so I sent that over to you as I said, if you have any problems though, please feel free to call back .

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

utterance: No, I think that you've done everything I I want to thank you so much for your help and I'm gonna have my son send you a thank you card.

utterance: Thank you so much Mr. Williams, have a great day.

utterance: You too.

utterance: Bye Bye.


utterance: Welcome to Intellibank, this is Mike. How can I help you today?

utterance: Hi, yes, I've been trying to get in touch with you guys since this morning because I lost my card.

utterance: And I called previously, you guys had me on hold and then the call just hung up. And my cards been lost and I'm trying to see what I can do about it.

utterance: I am so so sorry to hear about that sir, I'm gonna do what I need to do so we can get you your card, to get you a new card issued out to you. We are honestly a little short staffed because of COVID. But I sincerely apologize, I know it's frustrating being on hold, and you lost your card. So let's get right into it, all right?

utterance: Alrighty.

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

utterance: Ryan McKesson.

utterance: Ryan McKesson. OK Mr. McKesson, what is your date of birth?

utterance: Twelve nine eighty-five.

utterance: Twelve nine eighty-five.

utterance: OK, Mr McKesson, I'm gonna need an authenticating ID number to open up the account. Do you have a credit card, a driver's license ID number, anything like that?

utterance: hold on lemme get it.

utterance: OK, no problem, take your time.

utterance: Alright, I have my credit card.

utterance: OK. Give me one second.

utterance: If you could read off that credit card number to me I'd appreciate that.

utterance: Five four, four nine.

utterance: Mhm.

utterance: Two seven zero nine.

utterance: Mhm.

utterance: Three nine eight six.

utterance: Mhm.

utterance: Eight seven two five.

utterance: Eight seven two five. OK.

utterance: Now I'm gonna ask you Your security question, that you have on file. Mr. McKesson, in what city were you born sir?

utterance: Orlando.

utterance: Orlando? OK. Pull up your account here, one second. They said, you said that you lost your card this morning?

utterance: I think I lost it within the last two days, I just called you guys this morning.

utterance: OK, so it's been lost for a couple of days now. Now can you tell me Mr. McKissick, what was your most recent business transaction? if you could give me the name of the business, maybe where it is.

utterance: Last thing I can remember buying with the card I would say Walmart.

utterance: A Walmart? OK. So let's see here. All right so what I'm gonna do here is I'm gonna shut that card down, and we're gonna issue you out a new one OK? Just give me one second.

utterance: Alrighty.

utterance: OK Mr. McKesson, I have just shut down your card. I have issued you a new one. It should take three to five business days for you to receive your card.

utterance: Aww man, that's a lot of days.

utterance: I I sincerely apologize Mr McKesson I wish I could get it to you even faster, I wish I could put it right there in your hand man but I apologize.

utterance: I'm sorry for blowing my nose.

utterance: Oh it's no problem man, no problem at all. OK now once you receive your, your new card in three to five business days Mr. McKesson, what you'll do is you'll there's a number on the back. You give that number a call, you set up a new PIN, they're gonna ask you, you know, a couple personal questions. And you should be pretty much all to go. So Be looking out for your card in again, three to five business days.

utterance: is there a way I could do that online?

utterance: Well as of right now, since I just stopped your card, there's nothing you can really do about it online, I just froze the card. So you have to wait for it to come to your home and then activate it. Once you activate it at home then go.

utterance: Oh.

utterance: No, I'm sorry sir. I mean I'm asking can I activate it online? Without calling you guys, cause you guys have a long waiting time.

utterance: Oh yes, I do apologize, yes you can actually. If you head to WWW dot Intellibank dot com there is an activate my card feature, it's in the top left hand corner. If you just pull down the drag screen it'll direct you on everything that you need to do.

utterance: OK, and can you tell me what's the last transaction that came from the card?

utterance: So so to confirm what you were saying, it does say that there was a purchase of a hundred and twenty one dollars and sixteen cent. At a Walmart in Orlando Florida, would that be correct?

utterance: Yes.

utterance: OK. It doesn't look like there was anything taken off of the card, it just looks like it's just lost, you know, or misplaced. No one, no one found it or anything so, your balance still looks the same, So basically yeah. Hopefully you know that card gets to you as soon as possible Mr McKesson. Is there anything else I can do for you before we end the call sir?

utterance: No, I guess I'll just enjoy this Orlando weather til my card comes.

utterance: Mhm, I understand, and and I do apologize again about the, about the long hold times cause I know that can be frustrating.

utterance: Yeah, very. But thank you.

utterance: You are so welcome, have a good day Mr. McKissick.

utterance: All right, you too.


utterance: Good morning Intellibank. This is Amanda. How may I help you?

utterance: Yes, this is Jennifer Johnson I need to update my address, please.

utterance: OK, no problem. What's your full name and date of birth?

utterance: It's Jennifer Johnson and my birthday is eight six two thousand. And the last four digits of my social are five nine seven one.

utterance: OK great. Can you tell me your account number, please?

utterance: I'm sorry I don't know my account number.

utterance: That's OK, what about a driver's license or an ID number?

utterance: No, I don't have either one of those with me. I'm sorry I just moved and I left my purse back home and I haven't been able to go get it yet.

utterance: well unfortunately I'm not able to change your personal info for you without you verifying one of those numbers.

utterance: Oh wow, what can I do?

utterance: Are you signed up for online banking?

utterance: Yes.

utterance: you can change your personal information yourself through our online banking app.

utterance: Well, I tried that but it wouldn't work.

utterance: OK, that's OK. I can walk you through it if you want.

utterance: Yeah, that would be great.

utterance: OK, just open the app and log in and then tell me when you get logged into it.

utterance: OK. All right, I got it.

utterance: OK. You should see on the right hand side the three little lines OK just click on those and click on settings after that.

utterance: OK. OK, I got it.

utterance: OK, and then you'll see the advanced tab just click on that.

utterance: OK, got that.

utterance: OK, and after that then go to personal and then click edit.

utterance: OK.

utterance: OK, did you get that?

utterance: Yeah, I got it.

utterance: OK now you should be able to enter your new address and click submit and it should change for you immediately.

utterance: OK.

utterance: OK, so just let me know when you submit it and then I'll check it on my end and see if it is changed for you.

utterance: OK. I'm done.

utterance: OK, give me just a second to pull it up for you.

utterance: OK. How's your day been?

utterance: my day's been good so far. How has yours been?

utterance: It's been pretty good.

utterance: OK, could you verify the new address for me?

utterance: Yes, it's eight six two twelve Avenue, Fairlawn Virginia six two eight three one.

utterance: OK, I'm just going to repeat that back to you. It's eight six two twelfth Avenue Fairlawn Virginia six two eight three one.

utterance: Yes, that's right.

utterance: OK, Jennifer looks like you've gotten your address all updated for you. is there anything else that we could help you with?

utterance: No, I think that's it.

utterance: OK well if there is anything else that you need you could just give us a callback and we'll help you with that.

utterance: OK thank you.

utterance: All right, well you have a great day.

utterance: You too.

utterance: All right, thank you bye bye.

utterance: Bye.


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

utterance: I'm John Andrews. I ran a wire transfer and the recipient has yet to receive the fund.

utterance: OK. Sorry about that sir.

utterance: what's the date of birth, sir?

utterance: Ten of March nine eighty-six.

utterance: OK, sir. What's the bank account number?

utterance: Four three nine six four five seven zero nine one.

utterance: OK, sir. What type of bank account is that?

utterance: Checking account.

utterance: OK. I'll be really quick, sir.

utterance: Oh, sir, oh. From our end, the transaction was successful.

utterance: Probably, the issue is from the recipient's bank, sir. please do exercise patience as some of these might be delayed due to congestion or issues with the network or something. Please give it some hours or days then you call back.

utterance: Is that OK with you, sir?

utterance: All right. No problems.

utterance: OK. Thank you very much, sir. Do have a nice day.

utterance: You too.

utterance: Bye.


utterance: Hello, thank you for calling Intellibank. How may I help you?

utterance: yes, I keep checking my online accounts, and I have this one account that keeps having these maintenance charges. And I don't even use that account. So I don't understand what's being maintenanced. And why I should have to pay these charges.

utterance: OK, I would be happy to help you with that. First of all, may I ask, who am I speaking with?

utterance: yes, this is Sara. S A R A. Dunning. D U N N I N G.

utterance: OK, Miss Dunning. May I please have your date of birth?

utterance: yeah my birthday is zero eight zero seven nineteen-eighty.

utterance: OK, and one last piece of information so that I can just look into your general account. May I please have a drivers license number?

utterance: OK, just a second. Let me. Let me fish out my drivers license. One second please. OK, it's two one two oh six oh seven one three.

utterance: OK, Miss Dunning. Thank you for that. So I am looking into your account, and I see a savings account that has maintenance fees. is this the one you're referencing?

utterance: yes, it is a savings account, and it's probably had no activity for a while. I don't use it. And I keep getting maintenance fees. And I want to see if you can maybe remove them.

utterance: OK, I'm looking into this account and it looks like you do not use it, and yes, you are getting maintenance fees. that is just a policy we have for any active accounts. And whether you use them or not, we have to collect maintenance fees so that we can stay current and we can do everything that we need to do, in case you were using them. So I can't remove those fees.

utterance: OK, well since I don't use it What about. And I have multiple accounts at this bank. What if I were to just close it out? And what little bit of money is left in it just transferred it over to one of my active accounts.

utterance: OK, Miss Dunning, we could absolutely do that. so First what we'll need to do is start the process of closing out this savings account. OK, let me see here. In order to do that, I am going to need a couple more pieces of information for you. Let me start with. With this account. May I please have your mother's maiden name.

utterance: my mother's maiden name would be Martin. M A R T I N.

utterance: OK, thank you for that. And. It looks like in this savings account, you have a balance of forty-two dollars. where would you like to have that forty-two dollars transferred?

utterance: Well, I have a savings account. And then I have a checking account. I think I want to do it to the checking account.

utterance: OK, we can do that. Do you happen to know your account number?

utterance: Actually, I do, since I had to get my drivers license out, I have my wallet right here. it would be account number zero seven seven six eight two five.

utterance: OK, let me pull that up for you. And that looks like in that account, you have five hundred and sixty-eight dollars.

utterance: Mm, that sounds about right.

utterance: OK. So what I will do is I will transfer this forty-two dollars over to your checking account. Not a problem. I will start the process of getting the savings account shut down. Oh, you will have to make a final trip. Next time you're at the bank, you'll have to come in and sign two pieces of paperwork. It's just a legal statement saying that you authorized this account to be closed. And it's just terminated.

utterance: No big deal. let me see here. I don't see anything else that has to be done.

utterance: Well, what about the maintenance fees? I still have to pay those?

utterance: Well, it looks like, honestly, it looks like what happens is. And this is what always happens. You don't really pay the maintenance fees. They're. They're taken out of the balance you already had. So the maintenance fees are paid. unfortunately we can't refund them to you. but from from this day on, you should not have another maintenance fee that pertains to the savings account that we're now closing down, which is account number zero six seven nine eight three nine. That will be the closed account. and every maintenance fee that's ever been issued to this account was already withdrawn from that account. And that will happen no more, after today. You. You'll be good.

utterance: OK, well, I guess that works. Trying to see if there's anything else I need to do since I have you on the phone. Wow, let's see. I don't know, is it busy there today?

utterance: No more busier than it usually is.

utterance: MK, well I don't want to hold you up, but I'm trying to It. It takes so long sometimes to get a hold of somebody. I just wanna make sure I use my opportunity. No, I think that's it. I think that'll. That'll do everything. I'll come up there on my next. My next trip and sign that paperwork.

utterance: OK, so We're. We've closed down the savings account. We've transferred all the money over to your checking account. And you should no longer be getting maintenance fees. that do. That pertain to the account you do not use. And they will have the paperwork ready for you when you come in on your next visit. Is there anything else I can do for you today, Miss Dunning?

utterance: No, I think that'll be it.

utterance: OK, well that you for calling Intellibank, and you have a great day. Thank you. Bye.