speaker_role: Agent

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

speaker_role: Customer

utterance: Yes I called earlier to see if you could see any pending deposits on my account. I was just wondering if you could check my account balance for me.

utterance: Yeah, absolutely.

utterance: OK thank you.

utterance: Hey I'm sorry but could you give me your name and birth date again for me please?

utterance: My name is Jennifer Kashola and my birth date is eight six two thousand.

utterance: OK, could you spell your last name for me?

utterance: It's K A S H O L A.

utterance: OK great, and you said your birthday was eight six two thousand, right?

utterance: Yep.

utterance: OK, could you verify your home phone number for me please?

utterance: It's three zero four six six seven two nine four nine. And I also wanted to know if you could tell me what my balance is and what my last deposit was.

utterance: Yeah, sure. OK. Let me look that up for you. Do you happen to know your account number?

utterance: I don't know my account number.

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

utterance: I have my ID number.

utterance: OK Jennifer, what's your ID number?

utterance: OK, it's F eight seven three four four one.

utterance: OK I have F eight seven three four four one. Is that correct?

utterance: Yes.

utterance: OK, and can you verify the answer to one of your security questions for me?

utterance: Yes.

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

utterance: Parsons.

utterance: OK, thank you. And you said you want to know your balance on your checking or savings account today?

utterance: My checkings account.

utterance: OK. OK give me just a second and I'll get that info for you.

utterance: OK. How's your day been so far?

utterance: been really good. It's been really slow here today. How's your day been?

utterance: That's good, mine's been pretty good too.

utterance: Great. OK Jennifer I have your balance for you. It's one thousand eight hundred forty-seven dollars and twenty-six cents. And you said you also wanted to know your last deposit right?

utterance: Yes.

utterance: OK, let me see what your last deposit was. It looks like you had a deposit on September fourteenth for five hundred and twenty-eight dollars even.

utterance: OK, thank you.

utterance: OK, are you signed up for our online banking yet?

utterance: No I'm not.

utterance: Alright I can give you a little bit of information about that now and then you can decide if maybe it's something you would like to do. we have completely free online banking. we have the Intellibank iOS and Android app that you could use. Or you could also go on our website on your PC. You can check your balance and all of your transactions daily, review your bank statements, and even make some mobile deposits. Do you think this would some be something that you would interested in doing?

utterance: Not today but thank you.

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

utterance: Actually yes. Could you also give me the balance on my savings account too? I'm sorry.

utterance: Oh yeah that's OK. No problem. Just give me just a second and I'll pull that back up for you.

utterance: OK.

utterance: OK let's see Jennifer. Sorry it's might take just a minute.

utterance: That's OK.

utterance: All right looks like your savings account balance is two thousand ninety-seven dollars and thirty-three cents.

utterance: OK, could you also tell me what the last deposit and last withdrawal was on the account too?

utterance: Yeah sure. OK give me just a second.

utterance: OK, it looks like your last deposit was on September second for a hundred and fifty even and your last withdrawal was on July the sixth for three hundred dollars.

utterance: OK, thanks so much for your help.

utterance: No problem Jennifer. Is there anything else I can help you with today?

utterance: Nope, I think that's it. Thank you.

utterance: Alright well you have a great day.

utterance: You too.


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

utterance: yes, I need to change a email that I have on file. Please could you help me with that?

utterance: I certainly can, sir. Before I can complete your request I need to ask a few questions to verify your account, if you don't mind.

utterance: I don't mind.

utterance: All right sir, could I get your full name and date of birth please?

utterance: Yes. My name full is Dale Walker. My birthday is ten thirty-first one nine seven four.

utterance: OK sir, you said your name was Dale D A L E Walker, and you gave your date of birth as ten thirty-one nineteen seventy-four, is that correct?

utterance: Yes, that's correct.

utterance: OK Mr. Walker, thank you so much. And for authentication purposes could you give me your drivers license number on file please?

utterance: yes. My driving license number is, are you ready?

utterance: Yes sir, I certainly am.

utterance: Six one nine five two four nine six nine.

utterance: To verify, you gave the number as six one nine five two four nine six nine?

utterance: Yes, that's correct.

utterance: All right sir, thank you so much. And for account security purposes, could I have your mother's maiden name please?

utterance: Yes. My mother maiden name is Wilson.

utterance: All right, yes sir I have that information on file. All right sir, is are we talking about a savings or checking account with us?

utterance: it's going to it's a checking.

utterance: All right sir, could I have that account number please?

utterance: The account number is five one four three three six seven zero seven zero.

utterance: OK again that number was five one four three three six seven oh seven oh?

utterance: Yes, that's correct.

utterance: OK, sir.

utterance: so you already have a email address on file here, you want to remove this old email address and and add additional one?

utterance: yes.

utterance: Go ahead with that email, sir.

utterance: Oh.

utterance: The email address Dale Dale with a capital D. Dale C Walker, the C is capital and the W is capital, Walker. At Dayrep dot com.

utterance: OK.

utterance: All right sir, to verify that is capital D A L E, capital C, capital W A L K E R, at Dayrep dot com?

utterance: Yes, that is correct.

utterance: All right sir, give me just one moment while I update the information on file.

utterance: All right.

utterance: OK sir. Thank you so much for your information.

utterance: OK.

utterance: OK I've updated your information from Dale Walker at Dayrep dot com to your new address Dale C Walker at Dayrep dot com.

utterance: OK.

utterance: All right sir. And to make sure I send out the new account information brochure I need you to verify your home address.

utterance: And my home address?

utterance: Yes sir.

utterance: OK. I stay at three three four Pinewood Drive.

utterance: At at forty what is this? Huh. Hold on just a minute. I used to stay at I don't know if you want this , I used to stay at forty-two sixty-three Post Farm Road in Denver. and I dunno which one is on file, so I don't know if that relevant or not.

utterance: Oh yes, sir it looks like you've updated it already to the thirty-three forty Pinewood Drive. So that'll be the file that we're gon~. That that'll be the address that we're gonna send the information about your change of account. OK?

utterance: Is it?

utterance: All right.

utterance: OK.

utterance: All right, Mr. Walker, is there anything else I can do for you today?

utterance: no that's about it.

utterance: All right, Mr. Walker, thank you so much for giving us a call today and for being a very loyal part of the Intellibank family. Again, my name was Leslie and I hope you enjoy the rest of your day.

utterance: I hope you enjoy your day too, Leslie.

utterance: Thank you so much sir, bye bye.

utterance: Thank.

utterance: You.


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

utterance: yes. I've lost my phone last week on a trip to Florida. I was down there for my daughter's wedding. I just received a new phone and would like to update my number on file please.

utterance: All right, sir. I can do that for you. before I complete your request, I need to ask you a few questions to verify your account information.

utterance: OK.

utterance: OK, so you have a checking account with us. Is that correct?

utterance: Yes.

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

utterance: My name is Justin Lee.

utterance: OK sir. Is that Justin J U S T I N?

utterance: Yes.

utterance: Last name Lee?

utterance: Yes.

utterance: What is your date of birth please?

utterance: Nine twenty-first nineteen seventy-four.

utterance: All right, sir. I have your birthdate as nine twenty-one nineteen seventy-four.

utterance: Yes.

utterance: And for authentication purposes, could you give me your driver's license please?

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

utterance: OK. Repeat that back to you, sir. Your license is six one nine five two four nine six three.

utterance: Yes.

utterance: All right, sir. And for security purposes, what is your mother's maiden name?

utterance: mother maiden name is Johnson.

utterance: All right. Looks like we have that information all correct for you, sir. So you're gonna update your phone number on your checking account. What is that account number?

utterance: my account number is five one four three three six seven zero seven one.

utterance: All right, sir. That is five one four three three six seven zero seven one.

utterance: Yes.

utterance: All right. Let me check that information for you right quick.

utterance: All right, sir. So we have two numbers on file for you. We have your home phone number and your cell phone number. Which number is that you were wanting to update?

utterance: my home phone number. my cell phone number. Sorry about that. And will I have to order new checks or can or can I just wait for this last book first?

utterance: OK, sir. So right now it looks like when you ordered checks last you didn't put your cell phone number on that checking book. So you can actually you can order new checks if you want to and put that number on there or you could just wait until you finish that last book. And it looks like you have one more checkbook from us on file. So you could just wait for that one to complete and then you can just order new checks with your number and more information on there. OK?

utterance: OK. That sound wonderful.

utterance: OK, sir. So what's that cell phone number that you wanted to add to this account?

utterance: yes. area code six nine nine two two four forty-seven forty-seven.

utterance: All right, sir. So you're removing that old cell phone number six nine nine two three four four eight four five and you're replacing it with six nine nine two two four four seven four seven. Correct?

utterance: Correct.

utterance: All right, sir. I have updated your account information for you. Is there anything else you need any help with? Would you like more information on online banking? That way if you have a problem like this in the future you can just update that information yourself.

utterance: yes please.

utterance: OK, sir. It's really convenient. We have an RER. Sorry our address is Intellibank dot com. You'll go online. On that first page, you go up to the top right-hand corner. We have two tabs. You select the online banking tab. Once you get to that tab sir, go over the some information. You'll have to enter some of your personal information, including your maybe your social security number so they can access your account online. You set this account up usually with a email address as well so that you can access it. You can do it on your computer, you can do it on your phone. Once you set up that email address and you get quick access, you can go in and authenticate your information and that way you can check your account, update information and anything else you would like to do sir.

utterance: OK. Sounds wonderful.

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

utterance: yes. You helped me very much.

utterance: Thank you so much Mr. Lee for your time and patience. Again, my name is Audrey. Congratulations on your daughter's wedding. Enjoy the rest of your day.

utterance: Thank you.


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

utterance: Yes. I need to Close my account and transfer the remaining funds to another account please.

utterance: OK. I can certainly help you with that. Let me get some personal information from you first. what's your first and last name?

utterance: my name is Crystal Humphrey.

utterance: OK Crystal. What is your date of birth?

utterance: Ten twenty-three nineteen eighty-seven.

utterance: Alright and what is your credit card number?

utterance: credit card number. hold on just a second. OK here it is. Four four eight five nine nine five nine four four two five nine seven four three.

utterance: OK.

utterance: And for security purposes I'm gonna ask you your security question. And that security question is. What is the name of your first pet?

utterance: Oh. First pet. First pet.

utterance: That would have to be Old Shaggy.

utterance: Yeah. Shaggy.

utterance: All right. Let me ask you, what is the reason for closing your account today?

utterance: I just just don't need this specific account anymore we just don't use it.

utterance: You don't use it? OK well I'm so sorry to see you go. I will need a deposit account number. its gonna be an account number, and I'm gonna need a routing number as well so we can put the funds in that account for you. did you have a second question today?

utterance: Yeah. I want yeah secondly I need to know how to do this stuff online. If I can do that without having to call each time.

utterance: OK. Yeah we can help you with that online. your gonna go to Intellibank online dot com and your gonna download the app And then fill out the information it asks and then your gonna be able to do that all over the phone on your app.

utterance: OK. OK. That'll be much easier, more convenient.

utterance: OK that's great. So before we get started there's only one more piece of information I need from you and that's your account number. the account number that your looking to close.

utterance: Oh. Oh. I don't have that with me. I'm in the car I don't have that right now.

utterance: OK. Well we're gonna have to have it To get this switched over. So while your your looking for it I'll ask you for your other pieces of information and then then we'll get back to that. So what is the deposit account type? Is it a checking's or savings account that we are gonna put the money in?

utterance: it's a savings.

utterance: a savings account. OK All right. Well can you give me the routing number for that savings account?

utterance: Mhm.

utterance: I sure can. That one is zero one two. Four three seven. Zero zero one.

utterance: All right and what's the deposit account number?

utterance: OK and that is seven six five one two three four five six seven.

utterance: All right. All right so we got that information. We know where it's gonna go just be aware that this will take five to seven business days once we get your account information. for it to be transferred over to your new account. Those are five to seven business days. I know we have a holiday coming up so just you know be mindful of that. OK? Your account balance here shows that you have six hundred and fifty-seven dollars and thirty-seven cents in your account and that's exactly how much we'll be transferring over. there will be no fee. So we won't be charging you any. So you expect the full amount to be deposited in that five to seven business days. And I'm I'm I hate to see you go and I know that you've probably already made your decision, but is there any thing that Intellibank can do to keep you and open account with you?

utterance: OK, OK.

utterance: it's just those fees I don't like paying those fees every month just to keep it open it's just kind of a secondary account and having to pay the fees on it. It's ridiculous.

utterance: I'm so sorry to hear that I know those fees could be so troublesome, I am so sorry. Well we hate to see you go But we're so glad that you were a customer. OK do you have that account number for me now?

utterance: no. I don't. I'll have to get it later. I don't have it right now.

utterance: OK. Well that's unfortunate because here at Intellibank we need one hundred percent of the personal information required To transfer those funds to a new account. So we won't be able to help you today, without that account number.

utterance: OK. I do understand that. I do appreciate your help though.

utterance: OK. Well you're welcome to call back at anytime if you have that account number and we'll be happy to assist you.

utterance: OK. Thank you so much.

utterance: All right have a wonderful day.

utterance: You too.


utterance: Hello and thank you for calling Intellibank my name is Sarah. How may I help you?

utterance: Hello I'm calling to transfer the main funds from my closing account to my other account.

utterance: OK, can I have your first and last name, and your date of birth please?

utterance: Yes, my name is Jason Bell and my birthday is October thirteenth nineteen seventy-three.

utterance: OK. Thank you. And can I have your account number please?

utterance: Yes, nine two nine four seven nine six my phone number is three six four six six seven four three seven eight in case you need it.

utterance: OK. Thank you and for your security code can I have the name of the street you grew up on?

utterance: Millburn Street.

utterance: OK, and can I have the account number of the account you are wanting to close?

utterance: Yes, three oh six eight four six seven.

utterance: OK. Thank you. And can I have the reason for the closure of the account?

utterance: I don't need it anymore.

utterance: OK, and which account would you like to transfer your funds into your checking or your savings account?

utterance: My savings

utterance: OK, and can I have the deposit routing number? For your for the account that will receive the funds.

utterance: Yes, seven six five four one nine eight six six five.

utterance: OK. Thank you.

utterance: Wait. That is the wrong routing number.

utterance: OK, can I have the correct routing number?

utterance: Yes, it is three nine three two eight one four three nine two.

utterance: OK, thank you. And can I have the bank account number that you wish to use for the deposit?

utterance: Yes, hold on a minute. I got to grab that information.

utterance: OK, no problem.

utterance: Yes it's hold on there It's hard for wait just got these new glasses and they're not really working that good.

utterance: Oh, no problem. Take your time.

utterance: It's I think the number is nine two nine four seven nine six

utterance: OK. Thank you. Let me just check your account balance here one second, and then we'll get those funds transferred over for you. And you did state that you were closing the account because it was no longer being in use, is that correct?

utterance: Yes.

utterance: OK, and when was the last time that you used the account?

utterance: It been about about six months ago.

utterance: Six months, OK thank you.

utterance: Do do you wear do you wear glasses ma'am?

utterance: Glasses, no. I don't wear well sometimes I do wear glasses when I'm reading. Yeah.

utterance: Oh. These glasses I just got they got me seeing blurry.

utterance: Oh, they may be the wrong prescription. You need to go get that checked out. Have them look at it again.

utterance: Mm.

utterance: Yeah, I might.

utterance: OK. So I am just completing this transfer and getting this account closed for you, but I am almost finished here give me a couple more seconds. Thank you for your patience.

utterance: No problem.

utterance: OK. And I do have those funds transferred. it will take about twenty-four to forty-eight hours to show into your account. Would you like any further information about online banking?

utterance: No thank you, that'll be it.

utterance: I'm sorry?

utterance: I said no, that'll be it. You done told me everything that I needed to know.

utterance: OK well, thank you for calling Intellibank, again my name is Sarah and I hope that you have a great day.

utterance: You too. Thank you for your help today.


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

utterance: Hey, Peter. This is Mina. How are you doing?

utterance: I'm doing well, how are you doing today?

utterance: Oh, I'm doing all right. I need a little bit of help.

utterance: OK. How can I help you?

utterance: I am driving around and I'm trying to locate one of your branches.

utterance: OK. Do you have a do you know what your current location is?

utterance: not quite. I'm in Montpelier in New Hampshire.

utterance: OK. All right. Do you know some cross streets or can you give me some ideas? we have branches in in Montpelier, New Hampshire. But if you give me some cross streets, I can help locate where you where the closest branch is to you.

utterance: OK. Hold on. can you just hold on a second? I'm gonna try to find a spot I can park.

utterance: Sure.

utterance: Thank you. Just hold on.

utterance: All right. Maybe over here.

utterance: How's the weather out there today?

utterance: it's beautiful. It's sunny.

utterance: Mm, that's nice.

utterance: Yeah. It's nice to see all the colors changing.

utterance: I'm sure it's beautiful.

utterance: All right, I'm coming into a parking. really everybody's taking all the parking spots. Hold on. OK. All right. I'll pull right here. All right. I'm good. Lemme see. So I am it's a grocery store thing. Actually, hold on. I gotta drive and see what the what the name of the street is. OK. It's Golden Road. Lemme see, yeah. Golden Road and Main Street.

utterance: Main Street in Golden Road. OK. Gimme gimme one minute and I'll look up where our closest branch is.

utterance: Thank you. Lemme know if you need more details.

utterance: OK.

utterance: All right, so I am seeing that we have a branch on Main Street. It's about four blocks away from you on Main Street, so it's gonna be four fifty-one Main Street.

utterance: OK. Four fifty-one Main Street. is that east or west or whbye bye.

utterance: Yes.

utterance: I'm looking right here, it's going to be east of you. Or east on Main Street. I'm not I I believe if if you are in the parking lot there's a a grocery store you said by you?

utterance: Yeah.

utterance: Yep.

utterance: OK. I'm looking at Google Maps right now. And the corner of Golden and Main Street, there is a Save On grocery store?

utterance: OK.

utterance: So Main Street should then if you're looking at the Save On, you should be heading east for about four blocks.

utterance: OK.

utterance: And.

utterance: You should see. And our branch should be on the left hand side, your left hand side.

utterance: Do you mind staying on the phone with me until I find it?

utterance: Sure. Are you heading into the branch to make a withdrawal or a deposit or?

utterance: And is that OK?

utterance: I need to deposit a check.

utterance: Oh. OK. Do you have our mobile banking app?

utterance: I don't think so.

utterance: Mm, if you downloaded our mobile banking app to your smart phone you would be able to take a picture of that check and deposit it right there in your car. You wouldn't even have to go to the branch.

utterance: Can you?

utterance: So that's an alternative.

utterance: Can you hold on and lemme see if I can download

utterance: Sure.

utterance: OK, all right. Go to apps.

utterance: You know what. It's not pulling anything. I'm putting Intel Bank and it's just not it's not putting anything.

utterance: So it's gonna be Intellibank.

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

utterance: Oh, Intellibank.

utterance: Intellibank.

utterance: Mobile banking app.

utterance: Got it. Hold on. Intellibank. OK, found it.

utterance: You should see this.

utterance: Logo with a I in it, a circle with a I in it?

utterance: Got it. OK. I'm gonna download it.

utterance: Great.

utterance: it's a little bit slow.

utterance: Of course, because now I'm on the phone and. OK, almost there.

utterance: OK, do I have to create a user name and password?

utterance: Do you have logins for web banking?

utterance: like off of the computer like if I type? Yes, I do.

utterance: Yes. Mhm.

utterance: So you're gonna need to use those same logins.

utterance: Oh, shoot. I don't remember my password.

utterance: let's try.

utterance: OK. OK. I'm in. Now what do I do?

utterance: OK. So if you go into on the bottom there, you see deposits?

utterance: Bottom, oh OK.

utterance: Along the bottom, if you click deposits it'll say would you like to deposit, and you can say yes, and then it'll ask you what account. So you can choose a checking or savings account.

utterance: OK.

utterance: All right.

utterance: OK, I picked.

utterance: OK, so you select that and then, it's gonna bring me to a screen where take a picture of the check. The both the front and back. Be sure that you've endorsed the check.

utterance: OK, hold on. I've got gotta get a my my bag. OK. OK, took the front. Says loading.

utterance: OK.

utterance: All right, now it says take a picture of the back.

utterance: OK, take a picture of the back.

utterance: OK. Oh, I have to sign it. That's right. OK, sign it. OK. All right. And is that it?

utterance: Then is it depositing?

utterance: It says successful.

utterance: OK, would you like me to verify it on my end?

utterance: could you please do that? Yes.

utterance: Sure.

utterance: Mina, give me your last name?

utterance: Bishop.

utterance: Bishop? B I S H O P?

utterance: Yes.

utterance: OK. And your date of birth?

utterance: March seventeen nineteen fifty-seven.

utterance: OK. All right, and do you happen to have a the your mother's maiden name?

utterance: yes.

utterance: And it is?

utterance: Summer.

utterance: Summer? S U M M E R?

utterance: Yes.

utterance: OK. And that's correct. OK. All right, so I have your accounts in front of me here. Did you deposit that into your checking or savings?

utterance: checking.

utterance: OK. I'm in your checking and I see that that has been deposited into your account on my end for four thousand three hundred and twenty-one dollars and seventy-five cents?

utterance: Correct.

utterance: OK, I do see that. It is pending. There is a hundred dollars available immediately. And the balance will be available in the next day.

utterance: OK. Well that was easy.

utterance: That is easy.

utterance: OK. I will still drive around, but won't hold you on the phone and get to know the area a little bit better and locate the the branch.

utterance: OK. And then, if you look at the mobile banking app all the way on the bottom to the far to the right side you will see find a branch. You'll see find and in there you can select a branch or an ATM or both and you can find all of our locations.

utterance: Oh, that was very helpful. OK.

utterance: All right.

utterance: All right, well thank you so much Peter.

utterance: All right. Thank you very much, Mina. You have a wonderful day.

utterance: You too.

utterance: All right. Bye.

utterance: Bye bye.


utterance: Welcome to Intellibank. This is Rose, how may I help you this afternoon?

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

utterance: I'm doing pretty good, Kim, thanks so much for asking. How are you?

utterance: I'm doing good. I need some help please. I am trying to open up a new checking account with you guys.

utterance: OK.

utterance: and I am I was trying to do it online and I'm having some problems, so I was calling to see if I could do that with you? and I also wanted to see if you have I couldn't tell online if you guys have any checking account where there aren't any fees?

utterance: OK.

utterance: Any

utterance: Options where there aren't any fees?

utterance: we do actually, and because you are. you don't have a. An account with us, do you? Prior to today?

utterance: No, mm-mm.

utterance: OK. because you are a new customer we actually have a a wonderful new account that we could open for you, that is free of interest charge, and also fees. So, if you would like me to get that started for you, I can.

utterance: Oh perfect, yes. That's exactly what I'm looking for.

utterance: All right, certainly. Bear with me just a moment.

utterance: OK, Kim. is your first name, Kimberly? Or just, Kim?

utterance: Nope. Just, Kim.

utterance: OK. what's your last name?

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

utterance: OK, Thank you so much. And what is your date of birth?

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

utterance: OK. And your social security number?

utterance: let I am having a brain fart.

utterance: Well, that's OK. We can go on past that and we can come back to the social security number. What about Let's set up your security question. All right, I do have some examples. we've got what is your mother's maiden name what is the name of your first pet or what street did you grow up on?

utterance: OK.

utterance: let's go and use, what street I grew up on.

utterance: All right, thank you so much. And were you able to get that social security card?

utterance: and the answer just to let you know, to the street I grew up on, it was Broadway.

utterance: OK, thank you so much.

utterance: and I'm still looking, I'm so sorry. I I can't believe I can't think of this number off the top of my head. Oh my gosh. I know it's one seven three seven three, but for the life of me I cannot think of the last four digits. hold on for one moment for me, Rose. Please?

utterance: That's OK.

utterance: Sure, take your time.

utterance: OK. Are you still there Rose?

utterance: I sure am.

utterance: Thanks so much for holding, I'm so sorry about that. I don't know what I I can't find my social security card, which I always keep in my wallet. I'm not sure what it is that I have taken it out the last time and now I've lost my mind as well because I can't think of what the number is. I. You know. I'm sure that I'm probably not going to be able to continue to open the account without that information. without the social security number.

utterance: Oh, no.

utterance: Unfortunately, no. And that's only because, you know, it is your most personal identifying information and we need that to be able to not only secure your account, but also be able to report for other things that you would need, business needs and things like that. However, I will be working today Let's see. Today is OK. I'll be working today until six p.m. So, if you should happen to find it, you are more than welcome to call back and ask for me. So we don't have to start this process all over again. I'm gonna keep your your information up on my screen and just minimize it in case you do get a chance to call back, OK?

utterance: Right, of course.

utterance: Oh OK, that would be great. Thank you so much. I'm sure it's around here someway somewhere so I'm gonna keep looking and I will give you a call right back once I Once I find my social social security card.

utterance: Sure, no worries Kim. I hope you do find it. I know that's very stressful when I can't find mine, I start freaking out thinking someone stole it from me, but Hopefully it's somewhere that's close by where you'll be able to locate it.

utterance: Right?

utterance: Yes, exactly. Well, I'll give you a call back as soon as I do. Thanks again.

utterance: You're very welcome. Have a wonderful day, Kim.

utterance: You too, bye bye.

utterance: Bye.


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

utterance: Yeah, I had a problem with one of my transactions the other day. I went to a restaurant and I got had some trouble with it. It might be a little complicated, but I'm sure we can figure it out.

utterance: OK. Sure, sir. I'd be more than happy to help you with that.

utterance: I'm going to have to ask you for some information to verify who you are. can I have your first and last name?

utterance: Sure.

utterance: Bert Friend. It looks spelled like friend. It's Bert Friend. Not Robert. they named me Bert.

utterance: OK. Thank you very much for that. And can you give me your date of birth and your last four of your social?

utterance: Sure. Three one sixty-nine. And four two three eight.

utterance: OK. Thank you so much. And I also need to need for you to repeat the number that's on your account that from your debit card.

utterance: All the all the the sixteen digit?

utterance: Yeah, to to authenticate your account.

utterance: I got you. It's do do do do do do do.

utterance: And if you don't have that.

utterance: This is. It might be

utterance: My old card here.

utterance: If you do not have that number you can use your drivers license number.

utterance: Yeah, I think this is my old card. Yeah, let me give you my drivers license number. It's it's West Virginia D one four five six eight nine two.

utterance: Uh-huh.

utterance: Yes, sir. Thank you for that.

utterance: Sweet.

utterance: And I need you to verify one of your security questions. So you'll solidify your identity. For to prove who you are. what's your favorite pet name?

utterance: My favorite pet? Fluffy.

utterance: OK. Thank you very much for that. And so you're calling because of a disputed transaction?

utterance: Well I don't know. Girl must've been a drunk or something. We went to the restaurant, at Josephine's, and spent a lot of money, and I left a cash tip. And I looked at my bill and it was a hundred dollars more. That waitress had added a hundred dollars to my bill without authorizing it or knowing it. And I called down there the lady doesn't even work there anymore the manager hasn't even got back with me. So, I mean this might be a real pain to figure out.

utterance: No, sir. There's no there's no job too tough. I'm sure we can help you figure this out. And

utterance: I mean, I don't how do we go about getting them to credit me through your bank or, were you gonna cover the loss through the FDIC , I don't know how that works.

utterance: Sir, we will do everything in our power to make sure that this situation is rectified. There will be an open investigation and I do wanna let you know that your account will be shut down temporarily.

utterance: Ooh, well.

utterance: You guys really don't have to do that cuz this event came from that person. My my information's not no where else. It was just that restaurant. So if if you don't have to shut it down, cuz I won't get a debit card back for like two more weeks. So, you really don't have to do that that's cool.

utterance: I totally understand how you feel, sir, but we do have to put different protocols in place when something fraudulent like this does happen. So

utterance: I mean could you

utterance: Waive. Waive it this time?

utterance: we may have to just change your passcode. so that you can still be able to use your debit card.

utterance: I don't wanna change all my numbers cuz I got everything on autopay. I'd have to get all the things and recall and redo the numbers for all my autopay on all my bills. Everything's through that number. And I would be like doing everything over again. excuse me.

utterance: And can you verify the date of when this transaction happened?

utterance: It was oh four days ago. on September twenty-fifth.

utterance: OK . let's see. Well all what I can tell you is that the investigation is gonna take place within the next couple of days. And as soon as we get more information on this event and what happened exactly we will call and let you know. can you verify your address for me, please?

utterance: My address, sure. two hundred two Castaway Lane. Moose, West Virginia. Five three two eight one.

utterance: Thank you very much for that, sir. And are you sure that maybe someone didn't that you know maybe accessed your account without you knowing? Maybe a family member or somebody living in the home?

utterance: No. No, you know where it says tip on on your receipt? That waitress added a hundred dollars to it.

utterance: Yes, sir.

utterance: There's a

utterance: My bill was a hundred dollar exactly a hundred dollars more than my bill was. And I left a cash tip. Trying to be nice.

utterance: Oh I know how you must feel, sir and I am so sorry this had to happen to you, but you are in good hands. We will take care of this for you. and those charges will be taken from your account, so you don't have to worry about the money loss. there will be an investigation and hopefully we can get to the bottom of this. Is there anything else I can help you with today, and did I help satisfy everything that you were looking for?

utterance: Yeah, ma'am. I appreciate, I thank you guys for covering this cuz it's really not your fault. You should make the business compensate you for for this.

utterance: Yes, sir. we are definitely gonna get on this and And bring anyone who is guilty up to answer for this infraction. So, thank you for calling us today and we will be in touch with you soon.

utterance: But thank you, I appreciate it.

utterance: one more question, what phone number do you have on file? Do you have the the three oh four eight four one number? Cuz I changed my number last month.

utterance: Yes.

utterance: Yes, yes, that's the one we have. So, do you need to update some account information? OK. Great.

utterance: Yes, I do.

utterance: I do.

utterance: Yep. You got my account open still?

utterance: Yes, I do.

utterance: OK.

utterance: My new number is three oh four eight four two seven nine one three.

utterance: Uh-huh.

utterance: OK.

utterance: OK. just a minute, sir, while I get that. OK. Thank you so much, your account is updated, and I appreciate you letting me know that that needed to be done. And is there anything else I can help you with today?

utterance: I guess that's it. I appreciate it so much thank you. I hope I hope you get ahold of them and have them compensate you for the you know doing covering my account when it's their fault. I I really appreciate it.

utterance: Well thank you, sir. And I'm glad I could help you today and we'll be getting in touch soon. Thank you.

utterance: All right, thank you.

utterance: Have a nice day. Bye.


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

utterance: Hi this is Julie Williams. I'm calling to check a balance on my account.

utterance: Oh sure Julie. I'd be happy to help you with that. I just need to ask you a couple of questions first. Could I get your date of birth please?

utterance: My date of birth is seven twenty-five nineteen fifty-seven.

utterance: And the last four of your social security number please?

utterance: Eight six one six.

utterance: And I have one more question. If you could verify for me the street you grew up on.

utterance: Buckingham.

utterance: All right, and what type of account are we looking for the balance on?

utterance: the savings.

utterance: OK great. Could I get the account number please?

utterance: Sure it is. Hang on, let me look it up.

utterance: Mm I'm looking on my I'm looking on my statement. Oh OK, here it is. It's one oh. I'm sorry. One five oh, one oh six eight five.

utterance: OK great. Thank you so much for that. I am showing a balance right now of one thousand six hundred seventy-five dollars and twenty-five cents.

utterance: Is that before or after my social security deposit?

utterance: Well it looks like your social security deposit came in two days ago, so that would be after.

utterance: Oh, OK. Can I transfer two hundred dollars from my savings to my checking account?

utterance: Absolutely. If you wouldn't mind if I could get the last four numbers of that checking account?

utterance: Oh the last four numbers of the checking account is five six two zero.

utterance: OK, great. Thank you so much. So you wanted to transfer two hundred dollars, correct?

utterance: Right, from my savings to my checking.

utterance: OK great. Thank you so much. I've gone ahead and made that transfer for you. two hundred dollars from your savings to your checking account. let's see. Is there anything else I can help you with today?

utterance: I'm not sure. I guess really my balance. Checking my balance is really what I needed to do today.

utterance: OK great. Now I just. One more thing before I let you go for the day. Did are you aware that we offer online banking services to all of our customers?

utterance: No. No I didn't know that. what exactly is it that you offer?

utterance: Well you can check your balances online. You can make transfers between accounts online. You can also sign up for our bill pay, which means you could pay your bills directly online. You can do that from any mobile device or your laptop or your home computer, whichever is most convenient for you. But those services are free.

utterance: Oh and I can do it on my phone or my my computer?

utterance: Absolutely.

utterance: Oh that's awesome. OK I think I'm gonna check into that. where do I go to to learn to to fill out the forms and stuff? Do I come into the branch?

utterance: You can do it right online. You simply go to our bank's website and type it. Just click the button to get started, and it'll walk you through the information needed for. It's pretty much basic personal information needed. to get started with your online account.

utterance: Mhm.

utterance: And is there like some kind of support I can call if I run into problems when I'm trying to do that?

utterance: You can call our number any time and anyone who answers would be happy to help you with your online banking.

utterance: Oh wow. That's really great. OK. Well let's see. I checked my account balances and we made the transfer. I think that's everything I need to to do today.

utterance: OK great Julie. That's awesome. And again, if you have any trouble or you want us to walk you through step by step with the online banking, you just give us a call and anyone will be able to assist you with that.

utterance: OK, all right. That sounds. That sounds really good.

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

utterance: Thank you for all your help.

utterance: You're very welcome.

utterance: OK, bye bye.

utterance: Bye.


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

utterance: Man. Oh, what a day. Started off OK but by lunch I wasn't. Knew I was gonna have problems when I got my credit card statement.

utterance: In the mail.

utterance: I have some weird charges on there I never made. Not good.

utterance: So sorry to hear that. Let's see what we can do about that. what's your name sir?

utterance: Alan Peterson. P E P E T E R S O N.

utterance: Can I get your date of birth and the card number associated with the account changes you are charges you are disputing?

utterance: My date of birth is July second nineteen fifty.

utterance: I'll have to go get my credit card. Hold on if you will.

utterance: No problem, sir.

utterance: OK. I I I have it now. It it's four four eight five seven seven five zero, one two four eight.

utterance: It's my debit card for this account.

utterance: I have it here. so it's not lost at least.

utterance: Can you give the last four digits of your social security number please?

utterance: Yeah sure it's five six four eight.

utterance: OK. Great. so which charges are you disputing today?

utterance: Well, the two charges that are on August twelfth, one is for sixty eight dollars that one's for Landries Rest.

utterance: I have no idea what that is. And the second one it is for four hundred and eight dollars and twelve cents. For Kik for loss dot com.

utterance: That's K I K for L O S S dot com. No idea what that is either. That's all.

utterance: So all the other charges are correct and undisputed by you, is that correct?

utterance: Yes ma'am. All the rest are fine.

utterance: Just those two. I can't figure it how they got on there. I still have my card and all.

utterance: Does anyone else have access to your card or permission to use it besides you?

utterance: No way. Just me.

utterance: OK. Well we will take the disputed charges off your account for now and pending results of the investigation, we will let you know whether or not the charges will remain permanently removed within sixty days.

utterance: Also we will need to set up a security question for you for your account to protect you in the future.

utterance: what we would like to use is maybe your mothers maiden name?

utterance: OK.

utterance: So it'll be about sixty days before they tell me if the charges will really stay off?

utterance: I sure hope there's no problem. Or I'm going to be well I'm not gonna be very happy. I sure didn't make these charges. You can put down my mothers maiden name. It's Lindsay.

utterance: Is that L I. Lindsey. L I N D S E Y?

utterance: No. It's L I N D S A Y.

utterance: Oh OK great. OK. I made a note of it on your account. I am sure if the charges are fraudulent they'll keep them off of you're account, so I wouldn't worry.

utterance: we will be sending out a new debit card to replace the one you have now. that's been compromised. Do not use it further. And don't forget to notify any recurring charges you may have on that account. That it is no longer in use.

utterance: your new card should arrive in within ten business days.

utterance: Ten business days. OK. I guess I'll have to use checks until then.

utterance: Well, there is one other option. You can also go inside and make a case with A cash withdrawal from the bank tellers if you need to.

utterance: well. it's been a while since I went inside. But that's fine.

utterance: I guess. No choice, really.

utterance: I'm sorry for the inconvenience. Is there anything else I can help you with, Mr. Peterson?

utterance: I don't guess so. Glad that's taken care of. Still don't know how it happened.

utterance: Sometimes it's hard to know. These are there's a lot of vulnerabilities these days with credit cards. And they can cause problems for the good guys unfortunately.

utterance: In any case, hopefully you won't have any more issues. So, you have no other concerns I can help you with today?

utterance: Not at this time.

utterance: Then have a lovely day, and thanks for calling Intellibank.


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

utterance: Hi. I'm actually calling because well I just was on another phone call with I guess a colleague of yours and I just kept getting transferred and all I'm wanting to do is check the balance of my account and learn how I can check it online or like if you guys have an app or something. Just I just thought it was simple but I just kept getting transferred.

utterance: Oh I do apologize for that. we will be able to help you. So can I please have your first and last name?

utterance: Yes. First name Brenda last name Pines.

utterance: OK. And your date of birth please?

utterance: Date of birth is July eighteen nineteen ninety-six.

utterance: OK do you have the authenticating ID number for your account?

utterance: yeah is that a four digit code?

utterance: well you can give me the the your account number or your credit card number or your driver's license or state-issue ID number. whichever.

utterance: Yeah sure. So I've got that four digit code here first. are you ready?

utterance: sure.

utterance: OK it's six zero one eight.

utterance: OK. Six zero one eight.

utterance: And I've got I've got my. Let's see. Well Well hold on a second cuz I let me try and find which number I can give you. you said account number right?

utterance: Yes.

utterance: OK so I've got that.

utterance: OK.

utterance: Can I. Can I have it, please? I'm ready whenever you are.

utterance: Yeah sorry.

utterance: You're fine.

utterance: eight four seven nine three six.

utterance: OK thank you so much. Now just for security purposes I'm gonna ask you your security question what is your mother's maiden name?

utterance: You know I actually. I don't think I chose that security question. I'm not sure.

utterance: Oh.

utterance: you didn't? OK no no problem. I can. I can ask you another one. do you remember the name of your first pet?

utterance: Well First pet. My goodness. We had a lot of pets growing up, so it really? You did? Oh my goodness. that's funny. What kind of what kind of pets did you have? Cuz I I mean.

utterance: So did I miss.

utterance: Yeah.

utterance: Yeah.

utterance: Oh.

utterance: Goodness. I had ducklings, I had rabbits, I had dogs, cats, a snake.

utterance: Oh my goodness.

utterance: I'm getting crickets. With the. Yeah.

utterance: Oh, really?

utterance: Oh that's hilarious well cuz.

utterance: Anyway.

utterance: Yeah anyway I I just.

utterance: you did.

utterance: Too?

utterance: Yeah I just grew up with so many different pets I I just, I don't know, I thought if you would say something I'd remember, but I mean we grew up with turtles and frogs and all that kind of stuff before we even had dogs, so so Thank you.

utterance: That sounds like fun.

utterance: Very much fun.

utterance: So no problem. You don't remember them your pet's name so what about street where you grew up?

utterance: OK. so that I know. It was Price Boulevard.

utterance: Street address.

utterance: OK and do you remember the number?

utterance: the street number?

utterance: Yes.

utterance: Yeah. Seven two eight.

utterance: Perfect. Very good. OK. So what type of bank account do you wanna get information from? Your checking or your.

utterance: OK.

utterance: Yeah. First let's start with the checking account.

utterance: Shbye bye. OK.

utterance: OK and I've got the.

utterance: So you you have.

utterance: Your bank account number? I know you already gave it to me but could you repeat it please?

utterance: Yeah.

utterance: No yeah so my checking account number is actually different so that one's a a longer number. so that's six two seven five nine. Three eight four

utterance: one two.

utterance: OK thank you so much. So you said you wanted the the check to check the account balance?

utterance: Yeah just to check the account balance for the checking first.

utterance: Absolutely. Your checking account has a balance of five thousand two hundred and thirty-nine dollars with thirty-eight cents.

utterance: Perfect. OK that's great. And can you go ahead and check the savings for me too?

utterance: yeah of course. Give me a second please.

utterance: And I've got the number here if that'll make it easier too.

utterance: Yeah. That that will be fine.

utterance: OK you ready?

utterance: Yes. I'm ready.

utterance: It.

utterance: Is four three three eight six one eight eight four three nine.

utterance: Thank you. Perfect. Yeah so your savings account has a balance of eight thousand nine hundred and thirty-eight dollars.

utterance: OK great. And do you have any like instructions as how I can like log in? Cuz I made a login before but

utterance: To check your balances on online?

utterance: yeah well not to check the balance online. I think I just made I think I made like an account when I made a loan through you guys cuz I've got my car loan with you guys but I guess I need a new login or where do I go? Do I just go to the Intellibank dot com?

utterance: Yes.

utterance: Yes. That's that's where you start. You go to Intellibank dot com and then you what you do is you just log in if you remember your login and if you don't, if you've just forgotten your email address or your password it will ask you either or and then you click there, you will get if you have a two two step security like it would you will get a text on your phone with a code and then you'd type in that code or you also can choose to get an email.

utterance: Perfect.

utterance: And then with your email and then you get that, you changed your password you can get in your account that way and you can check your loan and you can also request a loan online and you then you can ask for an agent to contact you as soon as possible. And that that will be it.

utterance: Awesome.

utterance: OK. Makes so much more sense now cuz I I was going in the wrong spot I think. I actually. I pulled up the website while we were talking and I think I know what I can do from here.

utterance: Perfect.

utterance: Oh perfect. So do you, do you, and if you have any questions later if you get stuck while you are online you just give us a call and and I. And again I do apologize for the for the issues that you had before.

utterance: Yeah no it's fine.

utterance: And.

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

utterance: no I think we're good. You took care of everything I needed. I appreciate not being transferred again.

utterance: OK. So well I'm I'm I'm very glad that I was able to help you and as I said before just call us whenever you you need anything else, and again my name is Alison and if you need anything else have a great day.

utterance: Thanks. Perfect Alison. Take care.

utterance: OK. Thank you. You too.


utterance: Good afternoon this is Steven with ~tellibank Intellibank. How can I help you today?

utterance: I need to close my accounts.

utterance: OK, I can help you with that. to start with if I could get your name and date of birth?

utterance: Yep my name is Bernadette Sampson B E R N A D E T T E Sampson S A M P S O N. my date of birth is August eighth nineteen eighty seven. I live at four twenty three Sarsaparilla Drive San Antonio Texas four three two one six.

utterance: OK OK thank you all all I needed was your name and date of birth, we're good. and which account is this?

utterance: my checking account.

utterance: Your checking account OK. If I could get the details of that account what is the account number?

utterance: Yep it is six zero three eight oh two two three zero seven.

utterance: OK. Got it. And if you could answer one question for me. What is your favorite city in Pennsylvania? That's the security question we have.

utterance: Altoona.

utterance: OK. And if you could tell me why you're why you're closing this account and transferring the funds into another bank?

utterance: Because last time I talked to you I told you I wanted a chip card on my debit card and you didn't you don't have it anymore. And I am fed up with all the fraud that keeps happening on my account and I hear that chip cards are the way to go to prevent that.

utterance: OK. I understand. Thank you for that Mrs. Sampson. and when we close this account, where will we be transferring your balance?

utterance: the new bank is called rock solid bank. I hope that means I'll have less fraud there.

utterance: OK and rock solid bank in order to be sure it goes to the right place I need the account number, well actually if you could start with the routing number.

utterance: Yep. Let me give me a second let me find it.

utterance: That would be the first number on the bottom of your new checks.

utterance: I don't have my checkbooks yet. I gotta look at the paperwork.

utterance: OK. I'm sorry Mrs. Sampson.

utterance: OK. The routing number is zero one three three six nine two eight one one.

utterance: OK. Let me repeat that back to you. Zero one three six nine two

utterance: No. No.

utterance: No no. It's Zero one three three six nine two eight one one.

utterance: I'm very sorry Mrs. Sampson let me try that again. Zero one three three six nine two eight one one.

utterance: Correct.

utterance: OK. And that shows rock solid bank in San Francisco California. If I could have your account number?

utterance: Yeah, hang on let me look. the account number is three one five nine six two.

utterance: Three one five nine six two. Let me enter that information. It may take a moment for for this to accept the information and confirm your identity. if you would just hold on for just a moment.

utterance: OK.

utterance: So how long is it gonna take for this to happen, this transfer?

utterance: Yes, I can answer that for you. The transfer should take place within two to three days it's a very very quick process because it's all done electronically.

utterance: All right. So where are you from?

utterance: my offices are in San Antonio Texas.

utterance: San Antone I've been to San Antonio my husband was in the military in San Antonio, that's where he went to boot camp.

utterance: You've probably visited the River Walk. It's very beautiful down there.

utterance: I did. It is very beautiful. We had some pretty good Mexican food too.

utterance: the Mexican food is very good in San Antonio. in fact I had lunch at a Mexican place down on the on the River Walk today. OK Mrs. , it looks like this has been approved and the balance of one thousand twenty four dollars and eighty two cents has been transferred from your account with Intellibank to rock solid bank at the account number that you issued to me. Is there anything else I can help you, are there any other accounts?

utterance: Can you?

utterance: Can you can you tell me the account number again so I know you got it right?

utterance: Yes. The account number at your rock solid bank is three one five nine six two.

utterance: OK. Good. And I do have to change my savings account over.

utterance: Your savings account too? OK. let's go back to the beginning here. Hold on just a second. All right, I can initiate that transfer enclosure as well. And what is your savings account number?

utterance: Hang on. Lemme it's in other paperwork. my my new savings account. You want my new savings account or my old savings account?

utterance: We'll start with your old one that we'll transfer the funds out of that one and then get the new one.

utterance: OK. The old savings account is eight zero two six zero three three zero seven.

utterance: OK. And can you give me that that password again? What is your favorite city in Pennsylvania?

utterance: Altoona.

utterance: OK. Very good. I'm into that account. All right. And I'll transfer those funds. And if you could repeat the routing number first.

utterance: OK. lemme go back to it. It's zero one three three six nine two eight one one.

utterance: Very good. Zero one three three six nine two eight one one. OK. And what is the new savings account that that's being transferred into?

utterance: Eight one six three seven two nine six.

utterance: OK. That's eight one six three seven two nine six.

utterance: Correct.

utterance: OK. Very good. And just as with your other account, this should be processed in two to three days. it's done completely electronically and you should see the funds in your new account by the end of the week. Certainly within the next couple of days.

utterance: So when I when I log in online at my rock solid bank I'll automatically see this transfer I don't have to call back to the customer service for any other reason?

utterance: Correct. It should show up automatically. And we will also close the accounts here so you won't have to worry about any types of fees or anything here. we'll go on ahead and get both the savings and the checking closed and if you'd ever like to come back, we'd certainly be happy to welcome you back to the Intellibank family.

utterance: Yeah, right.

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

utterance: No, that's it.

utterance: OK. Thank you and have a great day.

utterance: You too.


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

utterance: Hi, I need to make a transfer from my checking to my savings, please?

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

utterance: OK.

utterance: can I get your first and last name and your date of birth?

utterance: My first name is TJ Rollings. My date of birth is eleven first nineteen seventy-four.

utterance: All right. And you have your first name as TJ?

utterance: Yes.

utterance: OK. And Rollings as in R O L L I N G S?

utterance: Yes.

utterance: All right. And you have your date of birth is eleven one, nineteen seventy-four?

utterance: Yes.

utterance: OK. Mr. Rollings, could you tell me your credit card number?

utterance: I don't I don't have that with me right now.

utterance: Oh, OK, sir. Could you give me your driver's license number then?

utterance: just a minute, please.

utterance: All right. Whenever you're ready.

utterance: OK.

utterance: OK. I believe I found it. OK.

utterance: All right. Go right ahead.

utterance: it's nine. I mean it's sbye bye. Sorry. It's six one nine, five two four nine, six three.

utterance: OK. Let me verify that. six one nine, five two, four nine six three?

utterance: Yes.

utterance: All right, sir. Could you give me the last four digits of your social?

utterance: yes. The last four digits of my social is seven two oh nine.

utterance: And Oh, and my phone number is area code five eight zero, two four three, nine six two one.

utterance: Oh, all right, sir. thank you for verifying all that information. Just gimme a moment. All right. So you said you wanted to do a transfer. Is that internal?

utterance: Yes.

utterance: OK, sir. Did you want to transfer from a checking or savings account?

utterance: I want to transfer from my checking to to my savings.

utterance: OK. could I have that checking account number, please?

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

utterance: All right, sir. And that number was five one four, three three six seven zero, seven four?

utterance: Yes.

utterance: All right. Let me look that account up for you. And you said you want to transfer over to your savings?

utterance: Yes, please.

utterance: Your current balance on your checking account is one thousand two hundred and ninety-six dollars. What was the amount that you wanted to transfer?

utterance: I would like to transfer five hundred, please.

utterance: All right. So you want to transfer five hundred into your savings?

utterance: Yes, ma'am.

utterance: Could I have that savings account number, please?

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

utterance: All right, sir. Could you repeat that number for me? I missed a few.

utterance: OK.

utterance: Sorry about that. It's five one four eight. One nine nine two zero three.

utterance: All right. So, let me repeat that back to you. Make sure I got that right. Five one four eight one nine, nine two, zero three?

utterance: Mm, yes. nine two.

utterance: Yes, that's it.

utterance: All right. Let me go ahead and get that transfer for you, sir. It'll take just a moment.

utterance: All right.

utterance: OK.

utterance: OK. I have completed that transfer for you, sir. Again, that is internal transfer so it should take about two hours for that to be in your savings account. Your current savings account balance is two hundred and ninety-five dollars. When that five hundred drops that'll be seven hundred and ninety-five dollars in your savings.

utterance: All right. Thank you.

utterance: OK, I will you a confirmation number so you can for that transaction.

utterance: OK.

utterance: That confirmation is five zero six, three three three two four, three four.

utterance: All right. Thank you.

utterance: All right, sir. Is that all I can do for you today?

utterance: yes.

utterance: All right. Thank you very much Mr. Rollings for your time and patience. Again, my name is Cynthia. Enjoy the rest of your day.

utterance: Yeah, you too.

utterance: Thank you.


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

utterance: Hi, I need to check the account on my credit. On my credit card.

utterance: All right.

utterance: Is. Is. I. I. I got people using it and they ain't supposed to be. Then they don't wanna tell me how much they're using. I may. I need. I I. I just need to know my balance. Thank you.

utterance: All righty. No problem. what's your first and last name, sir?

utterance: It's Simon Cowen.

utterance: All right, Simon. And what's your date of birth?

utterance: It's one nineteen eighty-two.

utterance: OK. All right, Simon. And do you have the number on your credit card? do you have that number with you now?

utterance: yeah, let me see here.

utterance: Sure.

utterance: Man, everybody messing with my stuff. there. Right here. Right here it is. OK. It's six seven nine two four eight three four nine seven six five. looks like it's kinda rubbed off. eight six seven two.

utterance: All right.

utterance: It's a Mastercard.

utterance: OK. One moment. .

utterance: you that know my mom got ahold of my credit. She bought a cat. You know a, a, a cat. I mean, I don't like cats. But she buys this cat and then she has to go out and get all these supplies for the cat and then the cat leaves to go the vet and she takes my card to do all this stuff and then she don't even want to tell me how much it is I don't even know how much money I got.

utterance: I can understand how frustrating that is for you, sir.

utterance: Man, it ain't. I don't even want nothing to do with this cat. I just want my money. Yo, it's my money. I worked for it. You know. A lot of people don't even work no more. But I not you, you know. people like me and you we work for our money.

utterance: Yes, we do, sir. it looks like we have a security question set up in your account.

utterance: Oh, man.

utterance: what is your favorite color?

utterance: Oh My cyan. That's my favorite. I like that one. It's. It's a real, real pretty shade.

utterance: All right. And that is the correct answer.

utterance: Yeah.

utterance: And what type of account are you checking again, sir?

utterance: my credit card account.

utterance: OK.

utterance: My mom was using it and she ain't supposed to be. And it's just. Man, just this stinking cat is driving me up the wall already. and it ain't been here for two days. Get off the table. cats.

utterance: All right. I can understand how frustrating that can be, sir.

utterance: I just wanna. I just want to know

utterance: You know, I just want to know what was used on it. I'm. I'm. I'm. I'm. I'm so upset about this.

utterance: Sure, sure.

utterance: Sure, and let's see here.

utterance: I might. I might want to open another one. Good. We got. We got to get through this one first.

utterance: OK. And it looks like the balance on your credit card account right now is two dollars and sixty-nine cents.

utterance: I'm gonna kill this cat.

utterance: would you like to check any further accounts with us, sir?

utterance: Yeah.

utterance: All right, Simon. And what other account would you like to check?

utterance: I want. I want to check my savings account.

utterance: Sure. And it looks like you have a security question set up in your savings as well. And what was the name of your first pet?

utterance: Oh, OK.

utterance: My first pet. My first pet was Goldie.

utterance: That is very nice, sir. And that is the correct answer to your security.

utterance: It was a goldfish.

utterance: I won it at the fair when I was six.

utterance: That's very nice, sir.

utterance: He didn't live long. I I I I miss Goldie.

utterance: I'm very sorry, sir.

utterance: my first pet might be Goldie. Never forget him.

utterance: I understand. Your account balance on your savings. I have as a little girl. I'm very sorry about your loss, sir.

utterance: You ever, ever have a goldfish?

utterance: dibye bye. How long. How long did you have your goldfish for?

utterance: I honestly can't remember, sir. It's been a long time. looks like the balance on your savings is fifty-two dollars and three cents.

utterance: Aww, man, that's too bad.

utterance: Oh man. So what you're telling me. what you're saying is this cat broke me. I'm broke because of this damn cat. Man, I wanna kill this cat.

utterance: I'm just simply giving you the balance to your account, sir. I'm not saying you're broke.

utterance: man. That's what it sounds like.

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

utterance: Yeah, yeah, I better open a checking account so my moms can't get it. Can I. Can I open an account that moms aren't allowed to use? I don't want my mom using my accounts no more.

utterance: Sure, we can set up a harder security question for that account so your mom can't get into it.

utterance: Yeah.

utterance: Yeah, let's put some barbed wire around it.

utterance: Sure, no problem.

utterance: Yeah, my mom ain't getting this money. I'm tired of this cbye bye. I work for my money.

utterance: All right, sir. And so you said you wanted a checking account?

utterance: Yup.

utterance: OK. And let's see here. So it will cost fifty dollars and twenty-nine cents to start a new checking account.

utterance: OK.

utterance: Would you like me to transfer the balance from your savings into your new checking?

utterance: Yeah, yeah. Let's just do that.

utterance: Sure.

utterance: Mom ain't getting my money no more.

utterance: give me one moment.

utterance: you ever had anybody using your accounts like that? Like just like you ain't never. Like you ain't never know how much money you had?

utterance: I can't say that I have, sir.

utterance: it'll make you so mad.

utterance: All right, Simon. Simon, I'm gonna have to get you to another department to make that transfer and create that new. New account, OK?

utterance: Make you want to kill the cat.

utterance: OK.

utterance: Now, I'm very sorry to hear what happened to you. I hope the rest of your day gets better. OK?

utterance: Yeah, yeah, me too.

utterance: You take care and thank you for calling Intellibank.

utterance: I'm. I'm. I'm. I'm.

utterance: I'm. I'm sorry about your goldfish.

utterance: Thank you, Simon. I am actually very sorry about your goldfish as well. I. I hope that it gets better for you.

utterance: Yeah, he. He. He. He was.

utterance: He was a good fish. He was a good fish. Only had him for three days but man he was really cool.

utterance: Yeah. They're they're a a bit more more low. They're a bit more low maintenance than than a cat. That's for sure.

utterance: Yeah.

utterance: Yeah I I I was told at the fair wasn't giving people good fish.

utterance: Yeah, yup, and that's understandable. Simon, I'm going to go ahead and get you to another agent now, OK? Thank you so much for calling Intellibank and I hope you enjoy the rest of your day, OK.

utterance: OK. Thank you.

utterance: You're welcome.

utterance: Damn cat.


utterance: Hello. Good evening. Hello.

utterance: Hello. Good evening. Am I speaking with Intellibank?

utterance: Yes, ma. You are speaking with Intellibank. How was your day, ma?

utterance: It was fine and yours?

utterance: It was very good, ma.

utterance: How is weather over there?

utterance: The weather looks summer over we thank God.

utterance: Good good good good good. I hope the weather is not too cold to be catching cold.

utterance: Not really, thank you.

utterance: OK, ma. How may I help you madam?

utterance: I I want to do a wire transfer.

utterance: Wire transfer?

utterance: Yes.

utterance: Wire transfer.

utterance: You got it.

utterance: You want to make a wire transfer.

utterance: I want to make

utterance: You got it. I want to make some wire transfer.

utterance: Good good good. What is your first name, madam?

utterance: My first name. is Maria.

utterance: Maria. Maria. Good. Your last name, madam?

utterance: Matthew.

utterance: Matthew. Good good.

utterance: Good. OK.

utterance: How much do you want to wired?

utterance: Is the person that want to receive money is the same country with you or other country?

utterance: Do receiving monbye bye, the person who want to receive the money, is he same country?

utterance: Yeah. We are in the same country.

utterance: The same country with me.

utterance: OK. The person who want to receive the money is in same country with you.

utterance: Exactly.

utterance: Can you please give me your identification number and then your social security number and your national ID card.

utterance: OK.

utterance: Four three four.

utterance: Four three four.

utterance: Nine seven.

utterance: Nine seven.

utterance: Zero seven.

utterance: Zero seven.

utterance: Eight three.

utterance: Eight three. OK.

utterance: Let me call that for you.

utterance: Four three four.

utterance: Nine seven zero seven eight three.

utterance: Is that correct?

utterance: Exactly.

utterance: OK.

utterance: Can I? What is. Can you please tell me your mother middle name?

utterance: My mother middle name is Ruth.

utterance: Ruth.

utterance: Ruth. Ruth. That's good.

utterance: OK. I'll give you the withdrawal account number.

utterance: Withdrawal account number. Are you there, ma'am?

utterance: Yeah. I'm here.

utterance: Can you please give me the withdrawal account number?

utterance: OK.

utterance: Three seven nine.

utterance: Zero eight.

utterance: Nine four six.

utterance: Eight.

utterance: Zero.

utterance: OK. I can try to see it here.

utterance: To advise you on the account balance, the fee for international transactions the account balance cannot be transferred to other country but it can be transferred within the country.

utterance: Do you understand?

utterance: Yeah. That's why I said that with the the recipient is in the same country with me. We are in the same country.

utterance: OK, madam. Do you want to do be doing online transactions? I mean online banking?

utterance: No. I don't want that.

utterance: OK. You don't want online banking?

utterance: Yes.

utterance: OK.

utterance: All right.

utterance: What is the amount you want to make the transfer?

utterance: The amount that you want to transfer?

utterance: Ten thousand dollars.

utterance: OK. Transfer type you have to clarify.

utterance: OK.

utterance: You said the person is in the same country. That is domestic transaction, right?

utterance: Yes.

utterance: OK. That's good.

utterance: OK. OK.

utterance: Can you please give us the provide the deposit's routing number for the account that is receiving the fund?

utterance: OK.

utterance: Are you there?

utterance: Yeah yeah yeah.

utterance: Nine eight.

utterance: Nine eight.

utterance: Four four.

utterance: Four four.

utterance: Three six.

utterance: Three six.

utterance: Zero one.

utterance: Zero one.

utterance: Two.

utterance: Two. Good. That is nine. OK. What about the account number of the bank you want to deposit the money into?

utterance: Are you there?

utterance: Yeah yeah yeah yeah. Give us the account number you want to deposit the money to.

utterance: OK.

utterance: Five five.

utterance: Five five.

utterance: Three.

utterance: Three.

utterance: Six two.

utterance: Six two.

utterance: Eight.

utterance: Eight. OK. Good. All right, ma'am.

utterance: Do you still have anything that you want us to do for your?

utterance: Nothing more. I just want to wire the person into the person's account number which are the same country with to me and I want the person to receive it as quick as possible.

utterance: OK. you want to transfer the money into the person personal account number?

utterance: Yes. That's the personal personal account number. That's it.

utterance: Or you want to

utterance: Pay a bill to a business account? You just want to pay directly to the personal account number?

utterance: No.

utterance: Yes directly to the personal account number not to the business account number.

utterance: OK.

utterance: Thank you very much. Is there anything else you want us to do for you?

utterance: Not really. That would be all for now.

utterance: Thank you for banking with Intellibank.

utterance: You're welcome.

utterance: Have a very lovely day, ma'am.

utterance: You too.

utterance: Bye bye.

utterance: Bye.


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

utterance: Hey Christine, how you doing? I have a problem. It's actually like an ongoing problem. I thought I had it situated last week but it seems it's not solved yet. I'm hoping you can help me get this figured out?

utterance: Oh sure. Absolutely. What is your first and last name?

utterance: First name is Steve and my last name's McKenna.

utterance: Mhm.

utterance: Can you spell your last name for me?

utterance: M C K E N N A.

utterance: Mhm

utterance: OK. And what is your date of birth Mr. McKenna?

utterance: Oh seven oh seven seven zero.

utterance: OK. And your social?

utterance: It is one seven nine two two three zero seven six.

utterance: Mhm.

utterance: Mhm.

utterance: Mm K. Great. So how can I help you?

utterance: All right. So every every month I do the same routine and I call you guys up on on customer service line and I do a transfer from my savings account to my checking account so I can pay my bills for the month. I just pay them off you know at one shot and I'm over and done with it and I called last week towards the end of the week. I dunno if it was the weekend or whatever it was. But I called right before the weekend and I went to put my transfer in and it usually takes twenty-four forty-eight hours with the weekend tops. And it's now going on like four days. And my transfer has yet to go through. And I'm getting nervous because you know I'm wondering where that money is and I need to pay my bills.

utterance: Right. I understand. I'm seeing there are some notes on your account from the previous agent that did speak to you a few days ago and honestly I apologize. It's totally on our fault. Because we had a glitch in the system over that weekend. And our server was down. So what happened was the transfer that you asked for never went through. And that's on our part. And I apologize. I am so very sorry and if gonna look through this and if you have any kinda like over draft fees or anything like that we'll totally take care of it. Let me just hang on one second I'm just gonna look and see what exactly went down.

utterance: Mm K.

utterance: OK. Yeah. So I see. Yes. Our system was down. And the transfer that the agent put in to happen from your savings to your checking never went through. So I apologize. I am so sorry.

utterance: Well the the main question I have to ask is my money still there? Like where's my money?

utterance: Mhm.

utterance: Right.

utterance: Right OK. So what so you wanna you wanted to originally transfer from savings to the checking so what is your savings account number?

utterance: Correct.

utterance: OK. The savings in a account number is zero eight eight six three one seven two nine.

utterance: Uh-huh.

utterance: OK. Perfect. So you have seventeen thousand dollars in your savings.

utterance: Correct. OK.

utterance: OK. So what do you want to transfer to your checking and before that so what is the checking account number?

utterance: All right. The checking account number is oh nine one five three six six one seven.

utterance: Mhm.

utterance: Mhm.

utterance: OK. OK. Perfect. OK. Right now you don't you have a zero balance in your checking but it's not a negative balance so don't worry about that. So how much do you want to transfer in to your checking?

utterance: Oh.

utterance: OK.

utterance: four thousand dollars.

utterance: OK. I'm gonna do that for you right now. Hang on let me do this. OK. So OK so right now you have thirteen thousand dollars in your savings four thousand in your checking. Now what I'm gonna do is I'm gonna refresh my feed and make sure that that all went through OK. All right. So everything went through on my end like usually it would be an automatic transfer when you ask for this so According to my computer right now and I I know that we're not having any servers down so right now like I said your checking has four thousand in it and your savings has have thirteen thousand. Now just to let you know you can totally do online banking which you won't even have to call us you can do everything yourself twenty-four hours a day would you be interested in me setting you up with that?

utterance: Mhm.

utterance: I mean is it easy? Because I'm not very computer literate.

utterance: It is really easy. So what I would do is I would email you a link. And the link would take you through step by step. It is really easy. But if you'd did have problems you can call us back and we can walk you through it but I have confidence in you. I think that you could do it. So just what is your email that I can send this a link to for you?

utterance: OK.

utterance: OK.

utterance: All right it's Steve McKenna seventy at Gmail dot com.

utterance: Mhm.

utterance: Mhm.

utterance: OK. OK. And. All right. So just sent that. OK. I sent you the link over. Is it possible for you to check your email real quick?

utterance: Yes. Yeah yeah yeah.

utterance: Are you in? OK.

utterance: Let me know while we're on the line this way I know that you got the link.

utterance: OK. It just came through.

utterance: OK. Perfect. So you just follow the link and all the prompts and if you have problems which I don't think you will. Just give us a call back. But this will help you tremendously you can do it anytime that you want to. And it makes life way easier for you trust me.

utterance: Now will I also be say transfer not only from my accounts my my you know my checking and savings accounts but can I transfer from my accounts to my children's

utterance: Mhm.

utterance: Mhm.

utterance: Absolutely. Yes you can do that. it's a really convenient easy way to bank so yeah. Like I said follow that link, follow the prompts. Call us back if you have any questions. And is there anything else I can help you with today?

utterance: OK. OK.

utterance: No. that seems to be it. Like like like you said if I have problems with this getting this online banking thing situated I'll call youse right back.

utterance: OK.

utterance: Mhm.

utterance: OK. Well thank you so much Mr. McKenna for your patience and I hope you have a great night.

utterance: Thank you. You too.

utterance: Thank you.


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

utterance: yes. My name is Randy Appleton and I just got my electric bill and it's much higher than what I was was thinking and I need some help.

utterance: All right, Mr. Appleton. I can try to assist you with that do you have a savings account with us, Mr. Appleton?

utterance: yes I do.

utterance: All right. If you would like, we can try to see if there what the balance is in that account and transfer money between the two that will put the money available into your your main account immediately.

utterance: If that would be a acceptable solution.

utterance: That sounds good.

utterance: All right, Mr. Appleton. I can certainly help you with that. Can I get your date of birth, please?

utterance: February second nineteen ninety-two.

utterance: All right. Thank you and the security question to access your account is the name or the type of car that was your first car.

utterance: It's a Ford F one fifty pickup truck.

utterance: All right. I've verified that information.

utterance: And can you give me the account number for your savings account, please?

utterance: Eight four one two five nine four nine four four.

utterance: All right. Thank you very much and can I get the account number for your checking account?

utterance: I don't have that.

utterance: OK. Not a problem. Do you have your Do you have a debit card associated with the account, sir?

utterance: yes, I do.

utterance: All right. If you have that, I can pull up the account from the number on your card.

utterance: OK.

utterance: All right. Whenever you're ready just please read that sixteen digit number off to me.

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

utterance: All right and just to confirm that's four three five seven three four zero five one four zero four one four two zero. Is that correct?

utterance: That is correct.

utterance: All right. Now, I got your accounts pulled up here and it shows you've got a balance of five hundred and ninety-five dollars and thirteen cents in your savings account and a balance of two hundred and ninety-two dollars and twelve cents in your checking account.

utterance: OK. Let's transfer four hundred from my savings to my checking account.

utterance: All right, sir. Four hundred dollars and zero cents transferred from your savings account and depositing into your checking account. Is that correct?

utterance: That is correct.

utterance: All right. I will go ahead and put that transfer through and you should see that money reflected in your checking account balance within the next thirty minutes.

utterance: All right. Thank you.

utterance: My pleasure, Mr. Appleton. Is there anything else I can help you with today?

utterance: No, sir.

utterance: All right.

utterance: Well, thank you for calling Intellibank customer service and if there's nothing else then I will now let you get on with the rest of your evening.

utterance: All right. Thank you.

utterance: Thank you. You have a wonderful day.

utterance: You too.


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

utterance: Hi I want to transfer funds from my checking account to my savings account. I called earlier about this but I didn't have all the information the agent was requesting on hand. And I think I have it all now and I'd like to do it.

utterance: OK. I do see that you called this morning and I'd be happy to assist you now. Let's pull up on your account. Please provide your full name and your address.

utterance: My name is George Emery. And I live at one fifty-three Pinecone Circle in Branson, Missouri. And the ZIP code is five five three two four.

utterance: What is your date of birth?

utterance: It's September twenty-first nineteen ninety-nine.

utterance: And the name of your first pet?

utterance: Wink.

utterance: Wink thank you. please confirm your checking account number.

utterance: Sure it's zero zero one six, three nine two two one seven.

utterance: Thank you. I show your checking account balance is currently seven thousand four hundred eighty-five dollars, and thirty-two cents.

utterance: Yeah that sounds right.

utterance: OK. And you want to move funds from this checking account to your savings account. What is the savings account number please.

utterance: It's zero zero one six. Three nine, three three one eight.

utterance: Thank you. How much are we gonna transfer today?

utterance: Let's do seven hundred dollars.

utterance: OK. One moment while I put this information together, and then I will have you confirm it all for me.

utterance: OK no problem.

utterance: All right George. So George Emery is authorizing an internal wire transfer in the amount of seven hundred dollars. From his Intellibank checking account. Number zero zero, one six three nine, two two one seven. To his savings account number zero zero one six, three nine three three, one eight. Does this all sound correct George?

utterance: Yeah.

utterance: All right one moment. While I process this. And then I will have a confirmation number for you to write down. Do you have a pen and paper handy?

utterance: Yeah I'm ready.

utterance: OK one moment.

utterance: All right, George. I have that confirmation number for you.

utterance: OK I'm ready.

utterance: It's nine nine, one seven, six two nine.

utterance: Nine nine one seven, six two nine.

utterance: Yep and your balance I also have that. your checking account balance is now six thousand seven hundred eighty-five dollars, and thirty-two cents. And your savings account balance is two thousand four hundred and forty-six dollars, and ninety-eight cents.

utterance: really quickly could you repeat that? What was my final balance in my savings account? And also could you check why I can't log in online?

utterance: Absolutely. you said final balance in savings account?

utterance: Yeah.

utterance: Two thousand four hundred forty-six dollars, and ninety-eight cents. And then why you can't log in online. Have you. Were you. Have you ever been able to log in?

utterance: I've tried before but it hasn't granted me access.

utterance: Oh I see. Yeah it shows here in the system that you've never actually activated your credentials. So let me tell you what you gotta do. let me find that info. All right George. It says if this is your first time using Intellibank's online banking, click the first time users enroll here link. Read and accept the online banking disclosures and enter your account number. Then your social security number, your date of birth, and create a password. Once you're logged in you'll be prompted to choose and answer five security questions. And also you'll be asked to enroll in the one time security code feature. Does this make sense?

utterance: Yeah that makes sense.

utterance: Would you like me to send that information to your email?

utterance: Yes please.

utterance: OK. And sent. I've sent through that information. Go ahead and look it over and then if you have any concerns or questions, of course you should just give us a call back.

utterance: OK great.

utterance: All right is there anything else I can help you with today George?

utterance: Nope that'll do it.

utterance: OK well thank you for calling Intellibank and have a great day.

utterance: You too thanks.

utterance: Bye bye.

utterance: Bye.


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

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

utterance: I'll be happy to help you with that. First I'll need some information from you.

utterance: OK, that's fine. So, how is your day going Miss Amy? Mine has not been so great. I think someone has been spending my money and that is if that is true, I'm not going to be happy.

utterance: I am sorry about that but let's get this information to see what's going on with your account.

utterance: OK, what information do you need?

utterance: May I have your first and last name?

utterance: My first name is Melissa. The last name is Johnson.

utterance: OK, Miss Johnson. Your date of birth, please?

utterance: Is ten six nineteen eighty-five.

utterance: Thank you. Your account number?

utterance: My account number is two four six eight nine eight. Four seven.

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

utterance: Yes. My mother's maiden name is Thomas.

utterance: What is the type of bank account Miss Johnson? Will this be checking or savings?

utterance: give me one moment let me make sure that I got the correct account that I'm looking for. I'm sorry about that. It's going to be savings.

utterance: Thank you. Are we going to be withdrawing any money today, Miss Johnson?

utterance: No, I'm just checking my balance.

utterance: OK, Miss Johnson. I am going to double-check your information, to make sure I have everything correct.

utterance: OK, that's fine.

utterance: Your name is Melissa Johnson. Date of birth is ten six nineteen eighty-five. Account number is two four six eight nine eight four seven. Mother's maiden name is Thomas, and we are calling to check the balance on your savings account. Is this correct Miss Johnson?

utterance: Yes. Everything is correct thank you.

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

utterance: Yes. Take your time, please.

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

utterance: Yes, actually that's great news. That tells me no money has been spent from my saving. that's the correct amount in my savings. So, I'm really happy to hear that.

utterance: I am happy to hear that Miss Johnson, Is there any other accounts you would like me to check on?

utterance: No, thank you, Miss Amy.

utterance: Would you like some information about our online banking? This would help you check your balance account at any time.

utterance: Maybe another time unfortunately I'm kind of in a rush. I actually need to go to work pretty soon.

utterance: OK, Miss Johnson. I understand, is there anything else I can assist you with?

utterance: No, thank you. I actually got all the help I needed. I appreciate it thank you.

utterance: It was a pleasure talking to you Miss Johnson. I hope you have a wonderful day and thank you for calling Intellibank.

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

utterance: Goodbye.


utterance: Hello and thank you for calling Intellibank. My name is Margie. How may I help you?

utterance: Hello I'm calling because I'm trying to find an ATM in my location and report my card stolen.

utterance: OK. Thank you. So you stated at first you would like to locate an ATM?

utterance: Yes please.

utterance: OK can I have your street address where you are inquiring?

utterance: Eight seven two southwest Eighteenth Street.

utterance: OK. And the city and state?

utterance: Morgantown, Pennsylvania.

utterance: OK. And the ZIP code please.

utterance: One three eight four three.

utterance: OK I do see there are several ATMs near your location. There is an ATM located on Twenty-fifth Avenue. Point five miles away. let's see. I also see that there is an ATM at the bank of PA Loans. That one looks to be about two point three miles away from you on Southwest Street. But there is a two dollar and ninety-nine cent fee at that location.

utterance: OK. The one on Twenty-fifth Avenue is fine. Thank you. I will locate that on Google Maps. Can I report a card stolen please? I was the grocery store

utterance: Getting recipes for a dish I was trying to make. Have you ever heard of Mosh Posh?

utterance: It It's a really good dish. My grandmother used to make it. I really wanted to make it but when I got to the store and to check my wallet I realized it was missing.

utterance: OK. No I've never heard of Mosh Posh. OK but I can assist you with reporting your card lost. Do you have your credit card number?

utterance: No not at the moment.

utterance: OK what about your account for the card?

utterance: It's so long have to give you real quick. It's three eight five eight nine three four eight.

utterance: OK, and can I have the date your credit card was lost or stolen?

utterance: Yes. It was September the third.

utterance: OK and can I have the name of the business where you last used the card?

utterance: Say love. OK, can I check my balance when we're done?

utterance: OK yep you can check your balance, and I can cancel the credit card and re-issue a new one.

utterance: OK how long would that take?

utterance: about seven to ten days. Can I confirm your address?

utterance: Yes, nine eight three Maple Street Luke Columbus, Florida three two two four six.

utterance: OK thank you. Give me one second. Let me cancel this card for you.

utterance: Almost finished. OK. I have the card canceled. I canceled the credit card reissued a new one. You can expect to receive your card in the mail in seven to ten business days.

utterance: Once you get your new card in the mail on there there will be a sticker on the front of it with the number that you can call to activate it. You won't be able to use your card unless you activate it. but if you're having any issues with that you can give us a call back and we can help you.

utterance: OK.

utterance: All right, and would you still like to know the balance of your account?

utterance: Yes.

utterance: OK and which account is it?

utterance: My savings.

utterance: OK give me one second to pull up that information.

utterance: OK.

utterance: OK. And I do see that there is five thousand nine hundred and eighty-seven dollars in your savings account.

utterance: OK, thank you.

utterance: Mhm.

utterance: All right. Is there anything else that I can do for you?

utterance: No that's it. Thank you.

utterance: And have a good day.

utterance: OK no problem. Again, thank you for calling Intellibank. My name is Margie. Have a great day.