utterance: Hello. Thank you for calling Intellibank, this is Robert. How may I help you?

utterance: Hi, Robert, how are ya?

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

utterance: I'm having not so good of a day. I I am calling to I can't seem to find my credit card I've looked everywhere. I'm trying to, you know, go back in time, see where I've used it the last time. I'm missing my car keys, so, lost or stolen, it's gone. I just can't seem to find it.

utterance: I've got it, OK. So give me your first and last name, please.

utterance: Lilly, L I L L Y, Bishop.

utterance: OK. Lilly Bishop, OK. And Lilly, your birthdate?

utterance: February fourth nineteen ninety-eight.

utterance: All right. And your address, please.

utterance: seven sixty South Maple Street Stowe, New Hampshire. Nine one zero one one.

utterance: All right. All right, I've found your account and we are looking at your credit card or your debit card?

utterance: It's my credit card.

utterance: OK. And do you happen to know the credit card number? By any chance? OK. So, I'm looking at it here. for the for security purposes, can I get the last four digits of your Social Security number, please?

utterance: No.

utterance: Yes.

utterance: It's one one seven four.

utterance: One one seven four, OK. Yep, that checks out. OK so it looks like your credit card ending in two nine zero five, is the card that we're talking about. The last place that it was charged was the Quickie Mart for twenty-three dollars and fifteen cents. Do you remember that charge?

utterance: And that was three days ago.

utterance: Three days ago. OK. Three days ago. Yeah, sounds about right. Is there anything else charged on it?

utterance: Nope. That is it.

utterance: OK. So maybe I just forgot it there, or?

utterance: It's possible that you left it there. It's possible that you dropped it, it fell out of your pocket, whatever. But why don't we go ahead and cancel that card and issue you a new one, just to be safe.

utterance: OK.

utterance: All right. So, we're gonna cancel this card and we're gonna issue a new one. If you have any automatic bill payments on that, you're going to have to update those to the new credit card. Cuz they will be declined since we're canceling it.

utterance: OK.

utterance: OK. The new card, we will send that out to you over night and you will have it tomorrow. the to activate it, you can either call, there will be an eight hundred number on the card. Or if you have our mobile banking app, you can activate it through the mobile banking app. On your phone.

utterance: OK. OK.

utterance: OK. So I wanna confirm your address, it's seven sixty, Maple Drive in Stowe New Hampshire?

utterance: South. Seven seven sixty South.

utterance: South?

utterance: Yes.

utterance: Maple Drive in Stowe of. OK. All right, so we've got that started and your new card will be on it's way shortly. again you can activate it by calling the, you can call us. Call the phone number that you called today and at the prompt you can hit seven and that'll take you into the activation. Or you can use the mobile app to activate and is there anything else that I can do for you, Lilly?

utterance: Can you please look in my debit card and see what was the last charge on it?

utterance: Sure. OK. And we're going into your debit account. It's two nine one one? and the last thing I'm seeing here is is a gas purchase. Yesterday? For forty-two dollars.

utterance: Please.

utterance: OK. Yeah. I. I do, yes.

utterance: You recall that?

utterance: OK.

utterance: Do you want to cancel that one? Or do you want to and issue another one? Or would you like to It is that card missing too?

utterance: no. I found this one. I was just wondering just wanted to know.

utterance: OK.

utterance: Kinda to figure it out. Maybe I dropped it at the gas station, cuz then well it doesn't matter. Which is we've already canceled it. I'm just. I I have never lost anything before, this is my first time, and I just so I'm just I guess I have to be more careful cuz if it was my debit card.

utterance: you know what, it happens.

utterance: OK.

utterance: It does happen. So maybe your day will start to get better now.

utterance: I hope so cuz it's not even noon!

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

utterance: no, that was all. That was very helpful.

utterance: Well, thank you very much. And we appreciate you being a customer with Intellibank.

utterance: All right, thanks a lot.

utterance: All right, thank you.

utterance: Bye.

utterance: Bye bye.


speaker_role: Agent

utterance: Good morning, thanks for calling Intellibank. My name is Lisa, how may I help you today?

speaker_role: Customer

utterance: Hi Lisa. I was calling about the travelers card that you guys offer. And I was curious as to how it's different than the other credit cards you guys have.

utterance: Got it. I'd be happy to tell to you about the travel card. May I get your name and your date of birth please?

utterance: Yeah, my name is Daniel Corson that's C O R S O N. my birthday is January twenty-seventh nineteen seventy.

utterance: OK. Great Mr. Corson. And can I also verify your address?

utterance: Well, yeah, I just recently moved. So I'm not entirely sure which address you may have on record. My old address was forty-three seventeen Perry Street. That's P E R R Y Street. The my new address, the one that I just moved in to right now is is ten seventy-five, Deercove Drive. That's D E E R cove C O V E Drive. And that's in Midlands Texas. And the ZIP code is seven nine seven five six.

utterance: Got it. Give me just a moment to verify that. Let's see which one we have.

utterance: So where are you located at?

utterance: I'm in Tampa Florida. Have you ever been to Florida before?

utterance: No, I haven't had a chance to get down there. I hear it's nice though.

utterance: Oh, it's beautiful. This is a great time of year to come too. Starting to cool off a little bit. Do you like spending time on the beach?

utterance: Well I don't know about the beaches. But I'd like to visit some of the amusement parks. Like Universal and stuff like that.

utterance: Oh, you would. You definitely would. It's super fun. Disney's one of my favorite places but I hear Universal's really great too.

utterance: Yeah, there's there's a lot of amusement parks out there sounds good. I know Busch Gardens is in Tampa.

utterance: It is.

utterance: It is. Absolutely.

utterance: OK. So, it looks like I do have your current address on file. So, thanks for updating that with us. Let me give you a few points about the travel card. it is one of our lowest interest cards. For approved applicant's. And you accrue points with every one of your purchases and those points go towards big discounts on hotels and rental car companies that are participating in our network. would you like to go ahead and apply for that today? Takes about ten minutes for me to do it right now and I can tell you if you're approved instantly. otherwise, you know, you always have the option of applying for that online.

utterance: OK. Well, I'll check it out online. It sounds pretty good.

utterance: but the main reason why I called right now is because I'm at a restaurant and I just curious if you could tell me any nearby ATMs.

utterance: Sure. Sure, I'd be happy to look up some ATMs for you. Let me are you home? Or, or can I get the address of the location where you are?

utterance: Yeah, I'm at a restaurant. It's called Coconuts. The address is four two zero seven seven South Glenn Boulevard.

utterance: All right. OK. So it looks like I've got a couple, couple of options for you. There's an actual Intellibank ATM about a mile a little less than a mile from you. That's at two one six State State Street West. And that is right at the Rocket Coffee Cafe. Then there's, there's a location a little bit closer to you. It's at State Bank, inside the bank. At five one three Bragom Boulevard. I do want to let you know though, if you use a bank that's out of our network we do charge you a two dollar and fifty cent fee. As well as any fees that are, that are that are charged by the that bank, that state bank. Would you like a third offer?

utterance: No, I'm good. In fact, I think that I'll check out the the first one you told me about. About near the coffee shop. do you do you know if they accept cash deposits at that ATM?

utterance: Give me just a moment. Let me check on that for you.

utterance: Yes, it actually does look like you can deposit up to six hundred dollars in that ATM.

utterance: Oh, OK. That sounds great. that'll be it actually and I'll check out the website for the travelers card information.

utterance: All, right we look forward to hearing from you again. Did I answer any of your questions? Any other questions you might have?

utterance: No, no, no. You did great I think we're all good. Thank you for your help.

utterance: All right. Again my name is Lisa, thanks for you time and you have a great day.

utterance: You too, Lisa. Thank you.


utterance: Hi. Thank you for calling Intellibank. This is Donna. How could I help you?

utterance: Hello. My name's Sue Long. And I was wanting to know a branch near me. I just moved here from Boston Massachusettes. And I don't. Need to know my account number as well. Could you help me with that?

utterance: I'd be glad to help you with that. Great. so let's start with your account number. And I just need to do a little bit of verification here. You said your name is Sue Long?

utterance: Yes. Sue Long. And I don't know my account number but could you look it up a different way?

utterance: I can. may I have your address?

utterance: My address is one three zero eight Dream Avenue Dallas, Texas seven five two one seven.

utterance: Great. Thank you. And then your date of birth?

utterance: Is five twenty-one nineteen ninety-four.

utterance: OK. Great. And then may I also have your driver's license number?

utterance: Yes. Hang on one second. It's twenty-seven twenty eight four six eight.

utterance: Great. All right. Just one moment and let me get your account number pulled up here. All right. So I do have your account number. Are you ready to write it down?

utterance: yes. Hang on one second. Lemme grab my pen. I'm ready.

utterance: OK. So it's four three two seven nine six zero three?

utterance: No. No. I'm gonna repeat it back to you four three two seven nine eight zero three.

utterance: I'm sorry. OK. So it's four three two seven nine eight zero three.

utterance: That's correct.

utterance: Thank you. Sorry about that.

utterance: No problem. No problem. OK. And so then you also wanted to find out where a branch is near you. so I did get your address earlier. let's see here. Let me do a search based on where you live.

utterance: Yes. I want the closest one to me. To my home.

utterance: OK. OK. Just a moment.

utterance: OK. So I did find a couple branches that there both kind of near you. the first one is five point four miles from your house. and then the second one is six miles in in opposite directions but so I'll give you both of them.

utterance: OK. OK. Awesome. Thank you.

utterance: No problem. the first one is thirty-two fifty-four Commerce Road Dallas, Texas seven six eight four six.

utterance: OK. Lemme make sure I got that right it's three two five four Commerce Road, Dallas, Texas seven six eight four six?

utterance: Correct. And then. Yes ma'am. And then the second one is one zero seven Park Place Street Irving, Texas seven six one eight three.

utterance: OK. And it's one zero seven Park Place Street Irving, Texas seven six one eight three?

utterance: That's correct. That's correct.

utterance: Thank you. do you knobye bye. Also, I have a question for you if you don't mind me asking. It's irrelevant to this but do you know of any good restaurants or anything you would recommend in the area? I just moved here from Boston and I have never been to Texas before. So I was wondering if you could recommend a good restaurant around here in the area.

utterance: Oh. Yeah. Yeah. Definitely. So there's a really good restaurant down on Main Street. It's called Barney's Seafood and Grill.

utterance: Oh. Sounds interesting. Is there anything more of a homestyle feel? Texas?

utterance: Oh, yeah. So how about a good steak? I mean you really gotta get a good steak since you moved here to Texas. So how about Cowboy Steakhouse?

utterance: That sounds perfect.

utterance: Yeah. That one I believe is on Stockyards Boulevard. You just put in Cowboy's Steakhouse in in your search and and you'll be able to find

utterance: I'm definitely gonna look that one up. It sounds good. I wanted to go to the stockyards anyways.

utterance: Yeah. There's a lotta really good shops down there. A lotta fun things to do. So I think you'll really enjoy it.

utterance: I have one more question for you. Could you help me with my online banking? How do I sign up for that?

utterance: what you would do is just go to our website which is you know WWW Intellibank dot com. and then you're gonna register with your email address. And then you would create a password. And then just log on to your account with that information and you should be able to pull up everything.

utterance: I didn't know it was that easy. Thank you.

utterance: Yes. No problem. All right. Is there anything else I could do for you today?

utterance: No. Thank you so much for all the information.

utterance: All right then. so we do wanna say that we appreciate you being a awesome customer of Intellibank and I hope you have a great day.

utterance: Thank you so much. You as well.

utterance: All right. Bye bye.

utterance: Bye.


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

utterance: yes. I was looking at my bank statement and there's a charge on here that I don't quite understand.

utterance: All right. I can certainly help you get to the bottom of it. can I have your first and last name please?

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

utterance: Thank you and your date of birth?

utterance: May twelfth nineteen sixty.

utterance: All right. Thank you, Mr. Thomas. And, can I have the last four of your social security number?

utterance: Eight zero one one.

utterance: All right and then I just need you to verify your identity. if you could answer the following question? What was the name of your first pet?

utterance: Rocky. R O C K Y.

utterance: All right, sir. I've got that verified and I've got your account pulled up. can you tell me which of your accounts is it that you're having an issue with?

utterance: It is my checking account.

utterance: All right and is that the account ending in six eight two nine?

utterance: Yes.

utterance: All right. Thank you. Let me pull that up. So, what's the date showing for that transaction?

utterance: October first twenty twenty-one.

utterance: OK and the amount of the transaction?

utterance: Fifty-eight dollars and thirteen cents.

utterance: All right. I I do see that charge here. let me drill into the details of that and see what kind of information I can find for you.

utterance: it it was a chipped transaction, so it would've taken place in an actual store, not online. And if I can pronounce this right, it looks like it was coming from La Tribera Florists? La La Tribera Florists.

utterance: OK. well, let me think. Yeah, yeah that there was a funeral around that time if I remember correctly and I bet my wife ordered some flowers from there for that funeral. I will I will check with her and see if she made that purchase without telling me.

utterance: All right. Well, not a problem, Mr. Thomas. I do hope that that is the case. That she was the one who indeed made this purchase.

utterance: OK. do you do you you do offer online banking, is that correct?

utterance: yes sir. We do offer online banking.

utterance: OK. is that something that you could help me get set up today?

utterance: certainly. it'll just take a few seconds here while I switch screens. And let's see. Is your email address. Looks like we've got D Thomas at A B C dot com. Is that still your your active email address?

utterance: yes it is.

utterance: All right and would you like all of the communications regarding your online banking to be sent to that email?

utterance: Yes.

utterance: Excellent. OK and and then I've got a user name and a temporary password for you. you're gonna wanna write these down for for security.

utterance: OK, just one second while I grab something to write with.

utterance: Not a problem.

utterance: OK, I'm ready.

utterance: All right. So your user name is going to be D Thomas T H O M A S zero zero six.

utterance: OK.

utterance: And your temporary password is going to be capital L capital T seven two capital X five.

utterance: OK. I've got that written down.

utterance: All right and so now all you need to do is go to the Intellibank dot com home page on your desktop or laptop and in the top right-hand corner of your browser there will be an area for you to log in with those details and it will prompt you to create your own unique password and then it will take you to the online banking portal.

utterance: OK, sounds great.

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

utterance: I don't believe so.

utterance: All right. Well if you'll just hold on the line for me, there's gonna be a short survey that comes up and you can let us know how we did today and how we can better service you in the future.

utterance: OK.

utterance: All right, sir. Well if there's nothing else that I can assist you with, you have a great evening.

utterance: All right, you too. Thank you.

utterance: Thank you for calling Intellibank.


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

utterance: yes, hopefully you can help me. I locked myself out of my email account. So I had to create a new one. But my old email is on file for my account alerts. Do you think you can help me with that?

utterance: All right sir, if if I understand this correctly you wanna update your email address on file so that you can get your account alerts to that new address?

utterance: Yes, yes.

utterance: OK sir, I can certainly do that for you.

utterance: OK.

utterance: All right, before I begin your request I need to ask you a few questions. So that I can verify your account information on file.

utterance: All right.

utterance: All right sir, let's start with your first and last name please.

utterance: Yes, my name is Dale Walker.

utterance: All right, is that Dale D A L E Walker?

utterance: Yes, that's it.

utterance: All right Mr. Walker, could you give me your date of birth please?

utterance: Yes, ten thirty-first one nine seven four.

utterance: All right, that was ten thirty-one nineteen seventy-four?

utterance: Yes.

utterance: Thank you Mr. Walker, and for authentication purposes could I have your driver's license number please?

utterance: my my driver's license number?

utterance: yes sir. Oh.

utterance: can you hold on? Can you hold on for a minute? Let me find it. If you don't mind?

utterance: All right sir.

utterance: OK, let's see.

utterance: If you don't have it. I could take your credit card number.

utterance: Oh.

utterance: Yes, I got my credit card now. Could you take that?

utterance: Oh yes sir, I sure can.

utterance: OK.

utterance: OK, hold on let me get that. OK, here it goes. It's four five three nine six eight five four eight eight two three three six two eight.

utterance: All right sir, again that number was four five three nine six eight five four eight eight two three three six two eight.

utterance: Yes, that would be it.

utterance: All right sir, thank you so much.

utterance: Uh-huh

utterance: And this is the last question about your security. for account security could you give me the last four digits of your social security number?

utterance: Yes, my the last digit on there is seven zero three nine.

utterance: All right sir, thank you so much for answering all those questions. Now which account were you discussing? Was that a checking or a savings account with us?

utterance: That was checking please.

utterance: OK sir, could you give me your checking account number please?

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

utterance: to verify you said that number was five one four three three six seven zero seven zero?

utterance: Yes, that would be it.

utterance: OK sir, just give me one moment while I look up your address.

utterance: OK, thank you.

utterance: All right sir, I have all your account information handy right here. So you want to replace this email address that I have on file with the new one?

utterance: Yes.

utterance: All right, could you give me that new email address please?

utterance: Yes, could you replace it with Dale C C Walker at Dayrep dot com.

utterance: All right sir, is are any of those letters capitalized?

utterance: yes the C and the Walker is capitalized.

utterance: OK sir, so you have Dale D A L E C as in cat Walker.

utterance: Yes.

utterance: Yes.

utterance: At Dayrep dot com?

utterance: Yes, yes.

utterance: OK sir, give me just one moment while I update that account information.

utterance: All right, and my first name is capitalized too.

utterance: OK sir, let me go ahead and update that.

utterance: OK.

utterance: I did have that lowercase.

utterance: OK.

utterance: OK, just one moment.

utterance: Alright, thank you.

utterance: All right Mr. Walker, it looks like I have all your information handy. I have updated your new email address. From your old email address of Dale Walker to Dale C Walker at

utterance: At Dayrep.

utterance: Dayrep. Sorry, make sure that that's correct. At Dayrep dot com.

utterance: Yes.

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

utterance: that's about it. And if I have anymore problems I can just go online right?

utterance: Oh yes sir, if you have a online account you can just go online and update any of this information or check your web addresses or anything online.

utterance: OK.

utterance: OK, OK I got that.

utterance: All right sir so did you need any help with anything else your sure?

utterance: yes, I'm sure. You pretty much gave me everything.

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

utterance: And I thank you for your time too Leslie?

utterance: Yes, Leslie.

utterance: I appreciate.

utterance: You, you have a good day OK?

utterance: Thank you sir, bye bye.

utterance: Bye bye.


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

utterance: Yes, my name is Fred Smith and I'm calling to dispute a rather large transaction that I found on my billing statement. Ronnie, I'm hoping to get this situation resolved today. How is your day going so far?

utterance: It's going very well. How's your day going Mister Smith?

utterance: I've had better.

utterance: I'm so sorry to hear that. Let's get your concern resolved today shall we.

utterance: Sounds good.

utterance: In order to better assist you let me get your information and we can go from there and how we can resolve your concerns today.

utterance: Sure.

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

utterance: Fred Smith.

utterance: Date of birth.

utterance: May seventh nineteen eighty.

utterance: And your authenticating ID number.

utterance: Five six nine eight seven zero.

utterance: For security purposes, what is your Mother's maiden name?

utterance: Jones.

utterance: OK. And the credit card associated with the transaction that you're disputing.

utterance: Hold on for a moment while I look up that information. I don't have my credit card on me can you give me a moment to check?

utterance: OK. Four eight nine seven two five eight nine six four five two five two two eight. I'm sorry I gave you the last four numbers out of order. Let me repeat again my my number. It's four eight nine seven two five eight nine six four five two two two five eight.

utterance: OK. And the dollar amount of the transaction?

utterance: One five nine two eight eight.

utterance: And the transaction date.

utterance: August thirty first two thousand twenty-one.

utterance: OK. And the reason for the dispute?

utterance: I did not make any purchases with that card on that date and I do not recognize the merchant on my billing statement for those charges.

utterance: OK. Let me confirm your information as you have given it to me to make sure I have everything correct. I have the first and last name as Fred Smith. Date of birth five seventeen nineteen eighty. Authenticating ID number, five six nine eight seven zero. Security question. Your Mother's maiden name was Jones. and the credit card associated with the transaction you're disputing is four eight nine seven two five eight nine six four five two two two five eight and the dollar amount is fifteen hundred and ninety-two dollars and eighty-eight cents. And the date of the transaction was eight thirty-one twenty twenty-one.

utterance: Mr. Smith thank you for providing that account information that allows me to properly research your account. Give me a moment to access your account information and thank you for your patience.

utterance: Does anyone else have access to the account who could have made the transaction?

utterance: No ma'am.

utterance: Do you recognize the transaction it shows an online merchant that sells wholesale items based out of Seattle Washington.

utterance: No.

utterance: Do you know if the transaction has a membership or subscription fee?

utterance: No.

utterance: OK. And have you been in contact with the business that made this transaction?

utterance: No. What are the next steps to disputing this transaction?

utterance: First we need to have the transaction investigated, that normally takes sixty days to complete. And we need to lock your card to protect against any further fraudulent transactions. Or we can issue a new card for security reasons. Which do you prefer?

utterance: I'm sorry for the interruption, my dog was barking. Let me put him outside, hold on a moment.

utterance: OK. Certainly.

utterance: If there are alternative methods of disputing transactions, can I set up an account online to help me facilitate the process?

utterance: Yes. We have alternative dispute methods. You can either go online or call the help line at anytime twenty-four seven and we'd be more than happy to assist you.

utterance: Great. I will set up an account.

utterance: And I also wanted to let you know that normally within sixty days after the investigation depending on the outcome. We will credit your card back of the disputed transaction.

utterance: That's good to know.

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

utterance: No.

utterance: OK. Here is our toll free number to check the status of your dispute anytime. It's one eight eight eight five eight two nine eight eight seven. And this is your dispute number. It is number nine six eight five two one and A as in apple.


utterance: Hello there. Thanks for calling Intellibank. my name is Sonny. How can I help you today?

utterance: Hi. I have a charge on my card and I don't recognize it. I need help.

utterance: I can most certainly assist in that. to get started, can I have your first and last name please?

utterance: Sure, it's Michelle Carter.

utterance: OK, Ms. Carter. Can I have your date of birth?

utterance: That'd be seven eleven nineteen eighty-nine.

utterance: Thanks for that.

utterance: what is the credit card number for the transaction you said you didn't recognize?

utterance: OK, yeah, I'm gonna have to go get my wallet. Hold on.

utterance: I can most certainly hold.

utterance: All right. I found my wallet. Lemme just grab this card. OK. The number is four five six three three three three two, three three four five, two two, one one.

utterance: All right. Let me go ahead and just read that back to you quickly. That is four five six three, three three three two, three three four five, two two one one. Is that correct?

utterance: That is right.

utterance: OK, great. need to set up a security question for you on this credit card. this way we can verify your identity and recover account information in the future. let's see. Would what street did you grow up on work?

utterance: Yeah, that's good. fourteenth Street.

utterance: All right. Lemme enter than in. Fourteenth Street. Thank you for that.

utterance: It's my travel card?

utterance: actually, Intellibank. That's our traveler's card.

utterance: Oh, OK. Sorry. Yeah. Got it.

utterance: Hey, no worries. can I also, Ms. Carter, ask for the dollar amount of this transaction?

utterance: Yeah, hold on. Let me bring that amount up. how are you enjoying your day so far, Sonny?

utterance: Oh, enjoying it very much so, Ms. Carter. Thanks so much for asking.

utterance: OK. yeah I found it here. It was a weird amount. It's one hundred and eleven dollars and one cent.

utterance: OK, what was the date for this transaction, Ms. Carter?

utterance: It was on September seventh of this year.

utterance: OK. I do see it here. you had mentioned that you do not recognize this transaction?

utterance: I don't. I have no idea who this merchant is. It's from another country, Fiji. Certainly one I've never traveled to.

utterance: Well that sounds strange. I'm gonna go ahead and begin the process of looking into this for you. Just give me one second while I enter

utterance: But you know what? Looking at this charge now and looking up pictures of Fiji, I certainly wouldn't mind taking a vacation there sometime in the future.

utterance: This.

utterance: Well, OK. Well, best wishes for your future vacation plans, Ms. Carter. I'm gonna go ahead and now formally dispute this transaction for you . Again, that is a charge of one hundred and eleven dollars and one cent. I'm showing this to have occurred on zero nine, zero seven of this year.

utterance: Yep. That's it. Thank you.

utterance: OK, great. so listen now. What I've done here is I've called for an investigation into this disputed transaction. the way that works is we're gonna have a team go ahead and look into everything for you. till we can get to the bottom of this. And what we're gonna do in the mean time also is we are going to lock your card just until we can finish the investigation. Shouldn't be too long. so now, I am submitting that.

utterance: All right. Great. That sounds awesome. So you're telling me that I'm not gonna be able to use my card?

utterance: no. You won't be able to use it. It will be locked. I can't tell you for sure how long the investigation will be but we will get to you as soon as we possibly can and let you know.

utterance: Hmm, well. That's awesome.

utterance: OK, great. Is there anything else I can do for you regarding your Intellibank traveler's card or for that matter, are there any other products or services that I can help you with today?

utterance: No. No thank you. I'm good.

utterance: All right. Perfect. All right. Well thanks so much, Ms. Carter for calling. And I, thank you for being a valued customer of Intellibank. And please do me a favor and have yourself a great day.

utterance: Yes. You as well, thanks.


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

utterance: yes. First name Ben. Last name Reilley.

utterance: OK. That's R E I L Y?

utterance: two L's. R E I L L Y.

utterance: OK. Can I also get your date of birth?

utterance: yes. November twenty-third nineteen seventy-nine.

utterance: OK. And for security purpose, can I get your state or driver's license maybe?

utterance: yeah. R P four zero seven. Five seven three.

utterance: OK. And also for security purpose, can I also get your email that we have on file?

utterance: yeah. My email is B as in boy Reilley R E L L Y seven nine at Yahoo dot com.

utterance: At Yahoo dot com?

utterance: Mhm.

utterance: Alrighty! How can I help you today, Ben?

utterance: I wanted to update my address in my personal file.

utterance: OK. We can do this.

utterance: How you doing today?

utterance: I'm doing all right. How about yourself?

utterance: Doing all right, doing all right. Another day another dollar.

utterance: Are you getting close to the end of the workday?

utterance: Yep! Pretty much. Can't wait to clock out!

utterance: Awesome.

utterance: Awesome.

utterance: OK. And we're changing the street address?

utterance: Yes.

utterance: OK.

utterance: All right. Let's get that new address.

utterance: Oh yeah! OK. the new address is thirty-two thirty-eight Bowling Green.

utterance: Bowling Green?

utterance: Yep.

utterance: Like actual bowling?

utterance: Yeah, like the sport.

utterance: Yeah, OK. Green. And is that avenue or street?

utterance: that is a street.

utterance: Street.

utterance: same ZIP code?

utterance: no. The ZIP code has changed. It is now four five two two five.

utterance: Four five two two five.

utterance: Alrighty. Enjoy your move?

utterance: you you know. About heavy boxes, no help.

utterance: Oh man! I don't wish that on my worst enemy! Wow!

utterance: Call your

utterance: Friends, you call your family. Sometimes they respond. Sometimes they're busy. You gotta choose the right day. I did not.

utterance: Jeez.

utterance: Right! That's that's exactly it. Man! All by yourself?

utterance: Yep, in the middle of a Wednesday.

utterance: Oh, on a Wedn~. Yeah, you wasn't getting no help!

utterance: Yeah.

utterance: Mistakes were made.

utterance: Mistakes were made! That's Hump Day! It is Hump Day. Well, I'm glad you got in nice and safe. Hope nothing was broken.

utterance: Yeah.

utterance: Oh, no. Yeah, I was very careful with my own stuff.

utterance: That. That's that's the best thing about doing it by yourself.

utterance: Mhm.

utterance: Nobody else respects your own stuff better than you. All right. Is there anything else I can do you. Do for you, Mr. Reilley?

utterance: actually that I think that that might be it. can you read me my account balance back to me please?

utterance: Account balance?

utterance: Yes, for my checking. Just want to verify some things.

utterance: OK, checking . All right. Let me get that checkings number.

utterance: Oh, yes. nine eight seven. One two three. Four five. Zero six.

utterance: Zero six?

utterance: Mhm.

utterance: OK. All right, Mr. Reilley. You are standing at nine thousand seven hundred forty-three dollars and fifty-six cents.

utterance: Oh, cool. track.

utterance: That's. That that right? OK.

utterance: Mhm.

utterance: I have a quick question. in terms of changing like my address or if I want to change my email, could this all be done if I just downloaded the app?

utterance: Mhm.

utterance: Yes. I was I was actually going to bring that up. Yeah, if you download the app at Play Store or Apple Store, Intellibank bank app. It should come up with a white green purple app.

utterance: Mhm.

utterance: Mhm.

utterance: yeah. You can pretty much do anything on there real time. give our system a couple of hours to update. I noticed a lot of people lately have been. when they transfer from one account to another they they didn't transfer right away. They might have to wait about a hour or two or maybe twenty-four hours. No more than that. but for the most part, it does. Everything happens in real time. You will get email confirmations about the information. So if anything changes, and you didn't do it, you can easily go on there or call here. And then we. We'll get it ironed out. OK?

utterance: Mm.

utterance: Awesome! Sounds like a plan.

utterance: OK. Oh yeah. Well, I'm glad you enjoying your move. Get a lot of rest! Well, Mr. Reilley, you have a good day, and thank you for calling Intellibank.

utterance: that's in the plans too.

utterance: Awesome, thanks!

utterance: Mhm.


utterance: Good afternoon, welcome to Intellibank. This is Rose. How can I help you today?

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

utterance: I'm doing really good Kim, thank you so much for asking. And how about yourself?

utterance: I'm doing pretty well. I am trying to find a branch near me I was trying to look online and for some reason I'm getting zero service on my cell phone as far as the internet searches. So I figured I'd call you and see if I could get some help from you

utterance: OK sure, I can definitely help you with that.

utterance: I just need to know the street address, city and state that you are looking for a branch.

utterance: sure I am I'm actually not too far from home, but I just moved here not long ago and I don't actually remember where all the, where all the branches are .

utterance: my address is forty-nine, Holland Drive.

utterance: Mhm

utterance: And that's Philadelphia Pennsylvania, one nine one two seven.

utterance: OK.

utterance: Bear with me one second.

utterance: Sure, no problem.

utterance: I apologize, it's taking a little bit to bring anything up for some reason.

utterance: Oh, that's OK.

utterance: It's probably retrograde, has everything moving crazy.

utterance: Oh my goodness, yes it does. It's so interesting to to hear someone actually know about retrograde.

utterance: Yeah it's, you know. I definitely, you can the difference when, when we are when we are in retrograde.

utterance: When retrograde is.

utterance: Upon us.

utterance: Yeah.

utterance: You're absolutely right about that. It is a struggle in all situations it seems. It's so frustrating

utterance: Yes.

utterance: all right, let's see here.

utterance: OK, I've got a couple that I can read for you.

utterance: OK

utterance: So I've got seven three three Santa Fe Drive.

utterance: That seems to be pretty close to you. And then I have another one at two eight one zero Quebec Street.

utterance: OK.

utterance: Two eight one zero, OK.

utterance: All right, and would you like me to find anymore for you?

utterance: no, that's OK. while I have you, do you mind checking my account balance for me please?

utterance: Sure I can definitely do that for you. Bear with me just a moment, let me change my screen here.

utterance: OK, thanks so much for your help I appreciate it.

utterance: You're very welcome, no worries at all. All right, so I know you said your first name is Kim and what is your last name, Kim?

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

utterance: All right, thank you so much. And what is your date of birth?

utterance: It's April twenty-fourth nineteen seven.

utterance: OK, and I just have to ask you your security question. What street did you grow up on?

utterance: at Broadway.

utterance: OK, thank you. And I need your phone number and also your email address.

utterance: OK, my phone number is seven one seven nine nine three zero seven eight five.

utterance: And my email address is, K Johns seven seven seven at Gmail dot com.

utterance: Thank you.

utterance: And your account number?

utterance: my account number is, one one two one zero zero zero five nine four. Oh wait, I'm sorry it's zero five nine five. I don't know why I said four.

utterance: So it's one one two one zero zero zero five nine five. and also my mailing address if you need that is nine, Holland Drive Philadelphia Pennsylvania, one nine one two seven. I think I did tell you that earlier in the call but just in case you need that.

utterance: Yes.

utterance: OK, thank you. I did need that

utterance: and it looks like your account balance is three thousand and eleven dollars, and twenty-two cents.

utterance: OK, great.

utterance: All right.

utterance: And was there anything else that I could help you with today Miss Johns?

utterance: Nope that's everything, thank you so much.

utterance: You are very welcome, thank you so much for calling. We hope you have a wonderful rest of your day.

utterance: You too, bye bye.

utterance: Thank you, bye bye.


utterance: Thank you for calling Intellibank where we value our customers. This is Brenda. How may I help you?

utterance: Yes. I need to find an ATM location.

utterance: OK. I can check into that for you. Who am I speaking with today?

utterance: This is Jill Baker.

utterance: Alright. And do you prefer I call you Jill or Miss Baker?

utterance: You can call me Jill.

utterance: Alright Jill so are you trying to find an AT ATM location for Intellibank? Is that correct?

utterance: Yes that's right.

utterance: OK Jill. And where are you calling me from right now?

utterance: So I'm at my hotel in Kansas City right now.

utterance: OK Jill. Do you have the address of your hotel? Or could you give me the hotel name and I can try to search that for you?

utterance: OK. Yeah give me one second. I think there's something here with the address on. It's like for food delivery and stuff. Hold on one second OK?

utterance: OK. Go ahead. Take your time.

utterance: Right. So. So it's Plaza Main Hotel. And the address is four five zero Morningwood Drive in Kansas City.

utterance: OK. Let me just read that back to you. You said four-fifty Morningwood Drive. Four five zero Morningwood Drive in Kansas City. Is that correct?

utterance: Yes that's right.

utterance: OK. And do you happen to know what the ZIP code for that area is?

utterance: Yes. So it says it's six four five oh one.

utterance: Alright. Let me look that up for you. Give me just a couple seconds OK. I'm gonna try to give you a couple of options close to you. But let me do a real quick search OK.

utterance: Wait wait. No. Sorry. I'm sorry. That ZIP code is actually six four five oh two. I'm sorry. I'm I'm sorry I read that wrong.

utterance: That's OK. No worries. Give me just a moment to correct that OK.

utterance: That's fine. Are you in Kansas City too?

utterance: I actually am. Yes.

utterance: Do you happen to like have a good cab service you'd recommend for someone around here?

utterance: I actually I don't really use any of the cab services. I I generally use the Uber app if I need to find a ride somewhere. Do you do you have the Uber app?

utterance: Yeah so I normally Uber. But I had to wait like two hours yesterday for a driver. I was kind of looking for something a little bit faster. But if I have to Uber I will.

utterance: so I know that we have this thing called zTrip here too. Personally I've never used them but I know that they do have drivers that kind of roam the streets just waiting for a call. So you may not have to wait for someone to actually pick up the job for you if if you call them. it may be a little bit faster for you.

utterance: So you said it was like called zTrip. Like a Z as in zebra.

utterance: Yeah that's correct Jill. it's zebra oh sorry zTrip Z as in zebra. OK Jill so I have found two possible locations for you based on your hotel. if you let me know when you're ready I'll go ahead and share those with you.

utterance: You can go ahead I'm ready.

utterance: OK so the first address looks like in it's an ATM address and it's just two blocks from you. It's in the Sanderson Hotel lobby. The address there is four one zero nine Francis Street Kansas City. It's it's that really large white building with the huge clock on the outside. you might be able to see it from your hotel window depending on what side of the hotel your room is on.

utterance: I can't see it from my hotel but I think I've seen it when I was driving in.

utterance: OK and then and the next one is maybe five blocks away. And that one looks like it's on the street side just outside of Morelli's Italian Cuisine. the address for that one is three two one North Diano Road. And that's Kansas City Missouri. do either of those locations seem like they could work for you?

utterance: Oh yeah both of them do. That's really helpful.

utterance: OK so the second one is a drive through location. I'm sorry. So the third one that I have is a drive through location in the parking lot of Kroger grocery. if you want me to give you that address too then I can give that one to you.

utterance: It sort of sounds like both of them are are in walking distance then.

utterance: Yeah they're they're both in walking distance. let me see real quick too. OK was there anything else that I can help you with today?

utterance: yes actually oh my gosh wait one second. I think I've left my debit card at home. I cannot find my wallet now that I'm trying to look. Oh my goodness.

utterance: OK have you used it since arriving in Kansas City or at that hotel?

utterance: No I don't think so. I've mainly been using my company credit card. I I definitely think I forgot it.

utterance: OK Jill that's OK we can figure this out for you OK. Do you do you think you may have lost the card or do you think you just left it at home?

utterance: I think I probably just left it at home not thinking. I I downsized purses to come here and I. Oh I can't believe I've done this.

utterance: It's OK. Were you planning to use the ATM to to make a cash withdrawal today?

utterance: Yeah I need to get some cash. I don't have access to any of my bank accounts at all do I?

utterance: OK so what you can do is you can go to one of our Intellibank branch locations and provide a photo ID. And they should be able to help you get some cash out OK. They can also print you a new debit card for for you while you're there too so you'll have one for your trip if you wanna do that.

utterance: Really?

utterance: Yeah yeah they should be able to help you with that. so you don't need your debit card to go into that banking location. You'll just need your personal ID so if you wanna do it that way that's also an option for you.

utterance: OK can you tell me where the nearest branch is to my hotel?

utterance: Yeah let me look real quick for you. OK so it looks like we have a location just a mile and a half from you. If you're ready I can give you that address.

utterance: Yeah I'm ready.

utterance: OK so that adress is nine zero eight East Lincoln Road and it's Kansas City Missouri. and that's that's it doesn't look like it's very far from you. It looks like it's maybe two miles from that home.

utterance: right so then I just need my photo ID is it?

utterance: Yes that's all your need is your photo ID. And if you have any kind of additional security on your account they should be able to ask you those questions and you'll get that worked out for you while you're there.

utterance: OK that's great.

utterance: Jill was there anything else I could do for you today?

utterance: No I don't think so that that was all wonderful. I appreciate it.

utterance: Alright Jill well thank you for choosing Intellibank. You have a great day.


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

utterance: yes I got something in the mail. I have a problem with my with my account.

utterance: OK. before I could 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?

utterance: First name David last name Lee.

utterance: All right first name David last name Lee.

utterance: Yes.

utterance: K what is your date of birth sir?

utterance: My date of birth is ten eleven nineteen seventy-four.

utterance: So your date of birth is ten eleven nineteen seventy-four Correct?

utterance: Yes.

utterance: Yes.

utterance: could you tell me your driver's license number?

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

utterance: To verify that number is six one nine five two four nine six eight?

utterance: Yes correct.

utterance: And could I have for security purpose the last four digits of your social.

utterance: Yes.

utterance: Seven zero two six.

utterance: All right seven zero two six and one final question sir. Could I verify your current telephone number.

utterance: yes six oh nine three four one two eight nine seven.

utterance: You said six oh nine three four one two eight.

utterance: Yes.

utterance: Two eight.

utterance: nine seven.

utterance: Nine.

utterance: Nine seven. Thank you.

utterance: Yes.

utterance: Yes, so how are you doing today?

utterance: I'm good and you sir.

utterance: Well I'm doing good trying to get this right.

utterance: Well, I'm hoping to help you. What can I help you with sir?

utterance: I have

utterance: just a minute I don't have I don't recognize this transaction. Now that I have.

utterance: OK so you have a transaction on your account. Let me ask you some questions about that transaction. What was the date of the transaction in question?

utterance: the date was hold on I written it down that's why I'm taking so long bear with me.

utterance: All right.

utterance: The date was nine twenty-two two thousand twenty-one.

utterance: OK so the transaction was on nine twenty-two twenty-one.

utterance: Yes.

utterance: can you tell me the dollar amount of the transaction?

utterance: three hundred and forty.

utterance: K so the amount was three forty.

utterance: Yes.

utterance: OK sir I see right here. What exactly is the reason for that dispute you said?

utterance: I don't I I just don't recognize this I don't I just don't recognize this this transaction this account.

utterance: do you recognize the company of this transaction. It says its from blooming horse rentals. OK, so you don't recognize the company.

utterance: No.

utterance: No, I don't recognize it.

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

utterance: And no.

utterance: OK so no one else has access. Did you check and see if it might be a membership or prescription?

utterance: Me I believe so. on this one.

utterance: Can you think it might be a membership that you signed up for?

utterance: I I think no. No I haven't.

utterance: OK so did you already contacted that business and asked them about the transactions.

utterance: No.

utterance: All right sir. I've gotten all the information for this.

utterance: Now do I have to pay for this? well can I can I dispute it?

utterance: If I don't.

utterance: OK

utterance: So you would like to dispute this transaction.

utterance: Yes.

utterance: All right. just give me a moment while I process that dispute and set up this information.

utterance: OK.

utterance: All right sir. I have already looked through your file set up this information I've included all the information for our fraud department and here are pretty much how the next steps are gonna go. I've escalated the transaction and it will be investigated by our fraud department. It can take from one to ten business days to complete this investigation. We'll notify you in writing by mail. From with the address that we have on file for you of the results.

utterance: OK.

utterance: OK and how long would that take?

utterance: it could take from one to ten business days. Usually it doesn't take as long as ten business days, you know. Roughly I've seen about five days but we do allow for more extensive transaction investigation. So if it takes a long time then we'll notify you then as well.

utterance: All right.

utterance: OK.

utterance: in the meantime we'll put your transaction on hold and we sent a notification to the charging parties at Blooming House rentals I believe?

utterance: Yes.

utterance: All right sir. And I'm gonna give you a confirmation number for this transaction. and if you have any questions about it feel free to contact us and provide this confirmation number so we look up this dispute.

utterance: mm OK.

utterance: OK.

utterance: Let me get something to write with.

utterance: Sure will.

utterance: OK I'm ready.

utterance: All right that transaction number the confirmation number sorry nine two three five nine one one two three nine.

utterance: OK. The number is make sure I got it right nine two three five nine one one two three nine.

utterance: Yes sir.

utterance: All right.

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

utterance: Yes ma'am. Thank you very much.

utterance: All right, thank you Mr. Lee for your time and patience. Again my name is Kelly and enjoy the rest of your day.

utterance: And you too.


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

utterance: Hi Peter. My name is Monica Gilinsky.

utterance: Hi Monica. How may I help you today?

utterance: I need to go to the ATM. I need to find one and get some cash out and I don't know where to find one.

utterance: All right. Well can you give me your current address?

utterance: Where am I? Where Hold on. My you know getting older. I am at two seven four Bullfrog Road in Stowe Vermont.

utterance: OK. So two seven four Bullfrog Road, Stowe Vermont.

utterance: Yep.

utterance: OK.

utterance: I have that pulled up here and it looks like there's, our closest ATM is about fifty meters away from you.

utterance: Fifty or fifteen?

utterance: Fifty. Five zero.

utterance: I I I don't know anything about meters.

utterance: Oh. I'm sorry. That's about fifty yards also.

utterance: Fifty yards which, which, which direction?

utterance: it is actually on the corner of bullfrog and Lilly pad. In the Quickie Mart.

utterance: Oh really? Inside? No, I've been there I don't know I don't remember. But I have never see a bank there.

utterance: Oh it's just an ATM there inside the Quickie Mart. It's not a bank.

utterance: Oh. OK.

utterance: How do I use the ATM? I'm I'm sorry, I haven't I I I don't use it very often, usually my Grand kids do it for me.

utterance: Oh. OK. Oh so it's quite easy.

utterance: nowadays the ATM will just take a picture of your card and read the the chip, and then we have the availability to set up facial recognition when you're on it to so that you don't even have to input a pin or anything. But the current one at the Quickie Mart still uses a pin. The ones at our our bank are are set up to to to use facial recognition.

utterance: Wow that sounds fancy.

utterance: No no. I just OK yeah I, for you honey. For you.

utterance: Just simplifying.

utterance: OK. Well it's raining outside so I'm not gonna go right now.

utterance: OK.

utterance: Do you have a mobile smartphone?

utterance: I do have a phone yeah with a screen that my grandson bought me.

utterance: So there is a mobile banking app. That could locate ATMs for you. If you need it.

utterance: Yeah what's that called and I'll have him do it for me.

utterance: It's the Intellibank app.

utterance: Intel bank app?

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

utterance: OK. Intellibank app.

utterance: And then he'll know what to do? Or?

utterance: How old is your grandson?

utterance: Twenty-five.

utterance: Oh. He should totally be plugged into to the technology stuff.

utterance: OK. So get the app so then I can do stuff easier OK. All right. All right my son.

utterance: Is there any thing else that I can assist you with?

utterance: no. That's that's all that's good. I'm gonna wait for the rain to to stop. Actually hold on. Do you think it would be a good idea, before I go to the ATM cause I know how you know all these people you know they look at you watch you push buttons and then they take your money out. I should probably know how much money I have in my account before I got to the ATM you think that's a good idea?

utterance: I can give you an account balance.

utterance: OK. Let's do that. How much money do I have in my account?

utterance: OK. Let me pull up your let me pull up your information here. And can you give me your date of birth please?

utterance: Yeah It's February twentieth nineteen forty-seven.

utterance: February twentieth nineteen forty-seven?

utterance: Yep.

utterance: OK. And for security purposes, you had put in a a question, and it was the name of your first dog.

utterance: Whoa ho ho ho. The name of my first dog. Let me think about it. No that was Josie. You know I've had quite a lot of dogs. My grandson must of done that for me Which dog did he pick? Hold on let me think. Is it is it is it Joe?

utterance: no it is not Joe.

utterance: No not Joe. OK. Which one which one. Oh he wasn't born Oh oh oh. I I I know. It's Molly.

utterance: Molly? Yes. It is Molly.

utterance: Molly. OK.

utterance: OK. So I've got your accounts pulled up and and which account were you looking for the balance?

utterance: for the checking one.

utterance: I'm sorry?

utterance: The checking account please.

utterance: The checking account. OK. In your checking account you have three hundred and fifteen dollars and sixty eight cents.

utterance: That's it?

utterance: Yes. That is it in your checking account.

utterance: Well that's no good.

utterance: How much did did you have I had?

utterance: How much in your checking account?

utterance: Yes. Please. Three hun.

utterance: Three Three hundred and fifteen dollars and sixty eight cents.

utterance: OK. All right OK then.

utterance: Well your savings account has significantly more.

utterance: Yeah. I don't touch that one. My grandson said not to touch it.

utterance: OK.

utterance: OK. All right. OK. Well that's good.

utterance: I'll be all right.

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

utterance: No no. Peter right? Your name was Peter?

utterance: Yes it is.

utterance: Yeah, good. Good Peter, well you've been very very helpful. do you get a lot of old people calling you all day long?

utterance: I get all kinds of people calling me.

utterance: Yeah it's. probab~

utterance: Some.

utterance: Young, some old.

utterance: it's that's a good to hear cause you know with all this technology it's just hard to keep up and just learning slowly, but thank goodness for my grandson he's been very helpful.

utterance: Sounds like he's been helping you out a lot.

utterance: Yeah, Yeah. How old are you son?

utterance: How old are you?

utterance: I am thirty-five.

utterance: You OK. All right Peter I won't hold you anymore. I I the rain is stopping so I should get going.

utterance: OK.

utterance: Well you have a wonderful day.

utterance: You too bye.

utterance: All right bye bye.


utterance: Hello and thank you for calling Intellibank. This is Cathy. How can I help you today?

utterance: Hi, this is Laura Winters and I I'd like to know what kinds of credit cards you have. Other bank that I have has a terrible fraud department. They are so hard to work with. They couldn't resolve a credit dispute that I had. It was fraud from another state! Another state! I haven't been out of state in at least three years. And yet they couldn't resolve it with their credit their with their fraud department. Just makes me spit nails.

utterance: I'm so sorry to hear that. That definitely sounds very frustrating. I know that fraud can be really complicated. I know that our fraud department does their best to make it a very smooth process for you though. As far as the cards that we offer we have quite a wide variety. we have travelers cards. We offer platinum cards. Gold cards.

utterance: actually I'd like to open a new account.

utterance: Oh absolutely! do you know if you would be interested in opening a savings or a checking account with us?

utterance: What's the difference between the two?

utterance: That is a wonderful question! So a the savings account with us is free. There are no fees to use that account. you are also able to earn some interest on that. We are currently offering zero point five percent on our savings account. As far as our checkings go there is a fee if you do not meet our requirement of fifteen charges to the account per month. otherwise if you do not meet that minimum requirement there is a four dollar ninety-nine cent charge that would be assessed to you. There is lower interest that you're able to earn in the checking account. It's only zero point one percent. And checking accounts are however a transactional account. That would be a wonderful option if you plan on writing any checks off the account or having any automatic withdrawals coming out.

utterance: Oh OK. Well I think I'll take a checking account today.

utterance: Excellent! I just need to go ahead and collect some information then in order to establish the account. If I could please have you repeat your first and last name for me.

utterance: OK it's Laura Winters.

utterance: Wonderful, thank you Miss Winters. And if I could get your full social security number please?

utterance: OK it's three seven eight three nine eight five seven seven. And my birthday is April fifth nineteen fifty-five.

utterance: Wonderful, thank you so much for that. All ready and if I could also have your current address please.

utterance: Nine eight seven South Papa Drive Pueblo, Colorado eight one zero one three. And my phone number is seven one nine two one five two six nine nine.

utterance: Excellent thank you again so much Miss Winters. we will also, there's a final piece of information here. Need to establish a security question for your account. You will use this any time you call the call center. this allows us to verify your identity. we do have several options for you to choose from. One of them is the name of your first grade teacher.

utterance: I'll take that one. That one is easy for me it's Mr. Morrison.

utterance: Wonderful. And all right so that is all that we need to establish the checking account for you. would you like any additional information on setting up online banking with us?

utterance: Yes please. I think I'd like that.

utterance: Excellent. So you will just visit our website. That is WWW dot Intellibank dot org. Along the top banner you will see a button number login. Clicking on that button will direct you to a new page. On that page underneath the login section you will just simply click on enroll. Once you fill out the prompts there and establish a username and a password then you will have your online account established. From there you're able to check your balances, Make any transfers that you need. On and you'll also have access to our online bill pay as well as our site where you can order checks.

utterance: OK that sounds like a neat program. The only thing is I'm not really techy. So, if I have problems on doing it is what do I do? Is there anybody who can help me?

utterance: Actually there is. on our webpage, there is a one eight hundred number that you can call if you experience any issues and they will be able to walk you through and resolve any questions that you have. is there anything that I'm able to do for you? Anything else that I'm able to do for you Miss Winters?

utterance: Well yes. Can you help me with the weather? It's just been so hot lately.

utterance: unfortunately I just handed out my last cold day. I do know that I have heard that next week the weather should be getting a lot cooler. But I hope that you find a way to stay cool in the meantime Miss Winters.

utterance: OK thank you. Have a good day.

utterance: Of course. Thank you so much for calling Intellibank and have a wonderful rest of your day.


utterance: Hello, good afternoon. am I speaking with Intellibank?

utterance: Good afternoon, Madam. You are not speaking with Inter you are speaking with Intellibank.

utterance: Oh.

utterance: Pardon my manners, Intellibank. Am I correct?

utterance: Yes.

utterance: Yes, you are correct, Intellibank. How was your day Mam?

utterance: It was fine and yours?

utterance: Very cool. How is ?

utterance: Well bless God, it's our school.

utterance: Our school. How may I help you, Mam?

utterance: Home.

utterance: Yes, I have problem with my.

utterance: I have dispute the transaction.

utterance: You have a dispute dispute transaction?

utterance: Yes.

utterance: What's your first name?

utterance: My first name is Jane.

utterance: Jane.

utterance: Yes.

utterance: What is your last name?

utterance: Robert.

utterance: Robert.

utterance: Yes.

utterance: So that is Robert Jane, right?

utterance: You got it.

utterance: Madam, can you please kindly provide me your date of birth?

utterance: My date of birth.

utterance: Zero one.

utterance: Hello, are you there?

utterance: I'm with you.

utterance: Zero one. Are you there?

utterance: Fifth nineteen eighty-four.

utterance: Nineteen eighty-four. OK, first of May nineteen eighty-four?

utterance: Yeah.

utterance: Yes.

utterance: OK.

utterance: Can you provide my your credit card number?

utterance: OK, my credit card number.

utterance: Four five.

utterance: Four five.

utterance: Three nine.

utterance: Three nine.

utterance: Seven three.

utterance: Seven three.

utterance: Seven five.

utterance: Seven five.

utterance: One seven.

utterance: One seven.

utterance: One one.

utterance: One one.

utterance: Nine three.

utterance: Nine three.

utterance: Nine one.

utterance: Nine one.

utterance: Yep.

utterance: OK. Give me time. Let me call it for you again, Madam. Four five three nine.

utterance: If I'm wrong will you try to tell me. Seven three seven five one seven one one nine three nine one.

utterance: Yeah, you're correct.

utterance: Is that correct?

utterance: Yep.

utterance: Madam, can you please tell me what is your first pet's name?

utterance: You mean my first pet's name?

utterance: Yeah.

utterance: OK. Poppy.

utterance: Poppy. OK. What street did you grow up?

utterance: Yeah.

utterance: Two six nine six Rivengard Drive.

utterance: OK you mean two six nine six Rivengard Drive?

utterance: Yeah, you got it.

utterance: OK.

utterance: Can you please tell me the dollar amount in your account balance?

utterance: You mean the dollar amount in my account balance?

utterance: Yes.

utterance: OK, eleven thousand dollar.

utterance: OK, eleven thousand US dollar.

utterance: Yeah.

utterance: OK.

utterance: Can you provide the debt of the transaction of the dispute?

utterance: You mean the debt of the the the transaction that I disputed?

utterance: Yes.

utterance: OK, that was twelve nine twenty twenty-one.

utterance: OK, you mean on the twelve of September twenty twenty-one?

utterance: Yes, you got it.

utterance: OK, OK, I'm with you. What is the reason for the dispute?

utterance: As in why, why, why, why. What cause the what transaction did you do that caused the dispute?

utterance: Was it transactions?

utterance: Can you kindly provide that?

utterance: Mam, can I ask you if there is anyone here who has access to the account or do you have account that could have made the transaction?

utterance: Of course not.

utterance: I am the only one that have access to the account. I'm the only one. It's a single soul account.

utterance: So it's a single soul account?

utterance: Yes.

utterance: OK.

utterance: Do you have any transaction, do do you have any transaction that have regular subscription?

utterance: You mean regular subscription fee?

utterance: Yeah.

utterance: No. I don't have.

utterance: OK, Madam. Have you tried to contacted the business that made the transaction?

utterance: Yes.

utterance: OK, so what is their response?

utterance: No response yet and I was directed to the Intellibank. No response yet.

utterance: Sorry for the inconvenience, Mam.

utterance: No problem.

utterance: Sorry for any convenience that we would have caused you.

utterance: No problem, you are welcome.

utterance: OK.

utterance: Since I've confirmed the all the now. I need to inform you that this transaction will be investigate and with cause at lease seven good working business days.

utterance: Do you understand, Mam? For the first thing I would try to look the past in order to protect against any further transactions. Do you understand?

utterance: OK, you will block the card, you will lock the card in order to protect me against from fraud, further fraud-like transaction?

utterance: That is just the point, Mam. So, can you kindly please provide your phone number for me so I can give back to you?

utterance: OK my phone number?

utterance: Yeah.

utterance: Three three zero.

utterance: Three three zero.

utterance: Seven seven eight.

utterance: Seven seven eight.

utterance: Six four.

utterance: Six four.

utterance: Nine zero.

utterance: Nine zero.

utterance: OK Mam. Is there anything else you want us to do for you, Mam?

utterance: Nothing much.

utterance: Just that this is the first complaint that I will be having that I want you to make and give me feedback in seven working days, which is a week, and I will be looking forward to give the reply that I will be, that I will be, I will so, I will be happy to send the reply later.

utterance: OK Mam. Sorry for the inconvenience that we might have caused.

utterance: No problem. You're welcome.

utterance: Since you don't have anything else, thank you for banking with us.

utterance: Thank you for banking with us, Mam.

utterance: Thank you, too. I'll be looking forward to seeing you.

utterance: I'll be .

utterance: You too.


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

utterance: Hi, my name is Stephanie Garcia.

utterance: Hello Ms. Garcia. How can I help you today?

utterance: Hi, yeah. I was actually just calling to see my checking account balance. I just wanna be sure I have the correct amount.

utterance: OK, I no problem. I can actually get that information for you. can I ask you a couple verification questions?

utterance: Yeah, sure.

utterance: Perfect. What is your date of birth?

utterance: Date of birth is May twenty-first ninety-four.

utterance: Excellent. And then if I may ask for either your account number or debit card information?

utterance: Actually, don't have that just yet. Hang on. Let me.

utterance: OK.

utterance: Let me go take a look at that.

utterance: So, yeah. I actually can't find it. Is there any other way that you can verify me?

utterance: Yes, I can actually look for, could you tell me the last four of your social?

utterance: Yeah! My last four social is three six seven nine.

utterance: Excellent. Perfect. And then, also, what is the name of your first pet?

utterance: It is Sparky?

utterance: Sparky? OK. Excellent. Perfect. So now, as that information is generated, how's your day been?

utterance: My day's going pretty great. It's it's not too bad. I can't complain over here. How about yourself?

utterance: Busy, very busy. I do apologize. I know the wait was, I think the wait time is like forty-five minutes right now so I'm glad you were able to get in touch with me for us to solve this issue for you. let me see if someone's there.

utterance: Yeah.

utterance: And the wait time wasn't actually that bad.

utterance: Oh.

utterance: But thank you for your help.

utterance: Yeah, of course. I, yeah, we're we're being pretty slammed the last month or so. As COVID everything, people go back to work, so it's been a lot busier. Within the call center.

utterance: Yeah, definitely. And then the weather is changing, so you know, people are out there spending more money.

utterance: Yeah.

utterance: That is true, that is true. like right now we had our boss go and he gave us a Starbucks he did Starbucks run so I'm just waiting for my coffee right now.

utterance: Oh, that's awesome.

utterance: Yeah, got eight shots.

utterance: Can't go without coffee.

utterance: Need that

utterance: Picker-upper.

utterance: But let me see the information. Perfect.

utterance: Which . Tell me one more time, which account did you want the balance on?

utterance: I would like my checking account balance first.

utterance: OK. Checking account currently is five thousand dollars and twenty-four cents.

utterance: OK, I was supposed to have a direct deposit. take effect. Like has it appeared yet?

utterance: Direct deposit, OK.

utterance: Let me see. is it for you or your husband? Because I see potentially two deposits coming in.

utterance: For myself.

utterance: For yourself, OK. So your deposit should enter within the next twenty-four hours and it should be eighteen hundred dollars.

utterance: OK, so that that amount is not included the direct deposit yet? Perfect. That's exactly what I was looking for.

utterance: No, no, no, no. That's just.

utterance: Yeah.

utterance: and then. Let me see, there. Did you want to check any other balances while I'm in your account right now?

utterance: No, but since you are on the phone, let me get my credit card and if there's any way that you can provide me my credit limit.

utterance: Yeah, of course. Credit limit is actually seven thousand.

utterance: Oh yeah. OK, because it's in my account.

utterance: Yeah.

utterance: I have that credit card on my account. OK.

utterance: Seven thousand's the credit limit.

utterance: Seven thousand what is the amount that I have on my credit card?

utterance: It's so you actually just owe sixty-nine hundred is the available balance currently.

utterance: Sixty-nine hundred? Oh, OK. So I'm almost close to the max. Not.

utterance: Oh, no no. That's six hundred six hundred, six thousand nine hundred available.

utterance: Oh, I see. OK, OK. OK. Yeah, I love this credit card. This Intellibank credit card. It's It's amazing. It has been working for me.

utterance: Oh.

utterance: So yeah. it's yeah. You say is the correct word. It's not Intel. It's a Intellibank credit card.

utterance: Oh, I see. OK.

utterance: But Is there anything else I may help you with? would you like a increase request or anything like that? you brought up the credit limit?

utterance: I would possibly be interested in a credit increase but definitely not at this time. I'll go ahead and just pay down some of this amount and then I can give you guys a call for a credit limit increase on this credit card.

utterance: Excellent. Well, if there's nothing else I can help you with, enjoy the rest of your day, and thanks for calling Intellibank.

utterance: Thank you for giving me my checking account balance and helping me today.

utterance: You're very welcome. Bye bye.


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

utterance: hi. My name's Charlene and I was requesting your help in finding an ATM?

utterance: Near nearby me. .

utterance: Oh no problem. So first I will gather some information for you so I can help you with that. First, can I have your name please?

utterance: My name is Charlene Peterson.

utterance: Alright thank you for that. And can I ask for your account number please?

utterance: wait a minute let me check my bag.

utterance: Sure, no problem.

utterance: Thank you.

utterance: OK. I've got it.

utterance: OK.

utterance: OK. My account number is three five four six six eight seven nine two three.

utterance: Alright thank you.

utterance: Oh, sorry. I think I made a mistake in one digit. Can I repeat it again please?

utterance: Sure.

utterance: Yes, you may.

utterance: OK.

utterance: Once again three five.

utterance: Four six six eight seven nine two four. Yeah.

utterance: Alright, thank you so much. Can I also get your address please?

utterance: OK. My address is nine thirty three Brookside Street at Garland City Texas and my code is seven five zero four one.

utterance: Alright, thank you so much for that.

utterance: So I do see a nearby ATM for you in your city. It's about five miles from the address that you gave me and would you like me to give you the address for that ATM?

utterance: Yes. Yes please.

utterance: Let me look for a pencil to note it down.

utterance: Sure.

utterance: OK.

utterance: OK. So the address is two six four.

utterance: -huh.

utterance: High Water.

utterance: OK.

utterance: Street.

utterance: In Garland City, Texas.

utterance: Oh.

utterance: So that address is about five miles from where you are. There are also other nearby ATMs but they are a little farther one's in let's see.

utterance: It's in Dallas, Texas and there are also other nearby ATMs with other different banks.

utterance: So if you wanted to you know may a deposit or withdrawal real quick you can also do so at the different banks. That is fine as well.

utterance: And would you like information about the fees for ATMs at Intellibank?

utterance: Yes I will love so.

utterance: But anyway first how is the weather taking you these days?

utterance: Oh the weather is really great! I think today is kind of hot.

utterance: Oh. That's nice to hear.

utterance: Yeah I I love hot weather.

utterance: Oh that's great.

utterance: Yeah.

utterance: All right. So I could tell you about the fees now about the ATMs. So at the ATM for Intellibank if you make a withdrawal there is two dollar fee for each withdrawal.

utterance: So has to be a ten ten dollar limit withdrawal it has to be at least ten dollars because the fee is two dollars and for check deposits there are no fees.

utterance: Uh-huh.

utterance: No fees at all.

utterance: Correct for a for a check deposit.

utterance: For a check deposit.

utterance: Yes.

utterance: that's interesting to know.

utterance: Yeah. and I'm not sure about the fees for other banks if you want to use another bank's ATM you would have to call them first because every bank is different but at Intellibank it's only the two dollar fee for the withdrawal and no fee for the deposit.

utterance: Oh there's no like standard fee among each and every bank?

utterance: Right. Correct.

utterance: Oh.

utterance: And the daily limit the daily withdrawal limit for at Intellibanks will be five hundred dollars so you will not be able to withdraw more than five hundred dollars a day.

utterance: What about if I requests to move remove more? If I want more?

utterance: If you would like more withdrawn you'll have to go into a branch.

utterance: Oh. OK, then.

utterance: Yeah. All right. Yeah. Would you like any other help today?

utterance: Thank you.

utterance: No that's all for today.

utterance: Alright. Thank you so much for calling at Intellibank today. Take care.

utterance: No thank you.


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

utterance: Hey, Carl, how's it going?

utterance: Well, how are you doing?

utterance: not so good. I need to report my my card stolen.

utterance: OK. let me get your first and last name.

utterance: Or missing.

utterance: first name is Tanya, last name Bishop.

utterance: OK. T A N Y A and Bishop, B I S H O P?

utterance: Yes.

utterance: All right.

utterance: And, Tanya, what is your birthdate?

utterance: my birthday is November twentieth nineteen seventy-eight.

utterance: All right. November twentieth nineteen seventy-eight? All right. And, Tanya, give me a an address for you.

utterance: Yep.

utterance: two seventy Silver Cloud Road.

utterance: Camas, Montana. Nine one zero one one.

utterance: Two seventy Silver Cloud Road, Camas Montana, nine one zero one one?

utterance: Yes.

utterance: All right.

utterance: OK. And, Tanya, a good phone number for you?

utterance: it is three sorry, it's three oh one three four five nine nine eight seven.

utterance: So it was three zero one three four five nine nine eight seven, correct?

utterance: Yes.

utterance: OK.

utterance: And, all right, I'm pulling up your credit card. And that this is your platinum Visa? Is that correct?

utterance: yeah, and there's I was just looking, actually my card wasn't even working.

utterance: Oh, sorry, I don't have my card, but I was trying to go put gas, and then like, I just couldn't find my card.

utterance: And then I came home and I looked online and there's a huge charge made on in Walmart.

utterance: OK.

utterance: huge it's to me. I mean it's over a thousand dollars.

utterance: OK. OK, so I'm pulling up your account now, and I'm gonna need the last four of your social security number?

utterance: three four one one.

utterance: OK, three four one one. And the name of your first pet?

utterance: Rocky.

utterance: OK.

utterance: How do you spell Rocky?

utterance: It's R O C K I.

utterance: OK. Rocki. All right.

utterance: The, both of those checked out. All right. OK, so, yes. I am in your credit card account ending in eight one. Eight one zero zero.

utterance: And I do see a charge for Walmart for one thousand eighty-three dollars and twenty-five cents.

utterance: Man, they went shopping there!

utterance: the does look like that and that was yesterday afternoon.

utterance: OK. so what I'm gonna do is, I'm gonna cancel this card.

utterance: OK.

utterance: And we will issue you a new one. We will have somebody from fraud detection will be contacting you.

utterance: sometime either today or tomorrow, depending on how backed up they are.

utterance: OK.

utterance: the new card will be sent via FedEx and will be there in two days.

utterance: Do you know like around what time?

utterance: I do not. What time does FedEx normally deliver to your location?

utterance: Oh, excuse me.

utterance: I think probably around lunch time.

utterance: OK.

utterance: So, it will probably come around that same time. Actually, it's gonna be coming before lunch time because it is priority.

utterance: OK, well then I will be home.

utterance: OK.

utterance: All right, and that was going, again, to two seventy Silver Cloud Road in Camas Montana.

utterance: Yes.

utterance: And the was nine one zero one one?

utterance: Correct.

utterance: OK.

utterance: All right. So, that will be let me see. Your card is canceled now. somebody from fraud detection will be contacting you, shortly.

utterance: OK.

utterance: your new card will be out, shipped and you will have it in two days.

utterance: The is there any other? your ATM card, was that in?

utterance: No. It's just seems some just some how it's just my credit card.

utterance: Just the one credit card?

utterance: Yeah.

utterance: OK.

utterance: All right, so, is there anything else that I can help you with today?

utterance: actually, since I'm not in front of the computer, could you please check and tell me what was the last charge on my debit card? Just wanna make sure that.

utterance: Just. OK. So the last charge on your debit card in your account ending in two three one one.

utterance: Was a charge from Kroger.

utterance: For thirty-five dollars and forty-three cents.

utterance: That was this morning?

utterance: that was this morning, yes.

utterance: OK. So. OK.

utterance: So.

utterance: OK. That then then it's all good.

utterance: OK.

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

utterance: No, it's so you said two to three days?

utterance: it'll be two days.

utterance: Coming.

utterance: Two days, OK.

utterance: OK. All all right. So then this cancel my card, basically from this moment that we're talking, it's no longer active?

utterance: Yes, your.

utterance: It is no longer active. If you have any automatic bill pays that are going on to that credit card, you will need to update them to the new card number.

utterance: And then, who's going to take care of that thousand dollars in Walmart? Am I paying that?

utterance: No, our fraud detection unit will be in touch with you about that.

utterance: OK.

utterance: All right. Well that sounds better. At least my day got a little bit better.

utterance: OK.

utterance: OK, good. I'm glad.

utterance: Is there anything else that I can assist you with?

utterance: no, that's all, Carl.

utterance: All right. Thank you.

utterance: Have a great day.

utterance: Thank you, you too.

utterance: All right.

utterance: bye.

utterance: Bye.


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

utterance: This is Peter Davis. I want to say there's something wrong with the bank app I can't log in there. I need to make payments and it won't load. won't load I mean.

utterance: Oh.

utterance: I'm so sorry to hear about that Mr. Davis. let me see, it looks like we do have some tickets in for slowness with the app. I'm really sorry to hear about that. you can also try to update that app on your phone. Maybe you don't have the latest update on it. Is that possible?

utterance: No, I I I don't have time for that right now. I need to go to the car dealer. Because they are fixing my car. And yeah, I need to be there before closing time. Anyway but I I calling because I wanted to update my home address.

utterance: Oh OK. Yes sir, I can help you with that. Just lemme pull up my screen. And you provided me with your name. Your name's Peter Davis correct?

utterance: Yes.

utterance: do you have your date of birth?

utterance: November fourth nineteen sixty-eight.

utterance: And do you happen to have your drivers license handy?

utterance: Yes. Five zero zero two one four eight one.

utterance: Five zero zero two one four eight one.

utterance: Correct.

utterance: And we have a security code set up. Do you know what that might be?

utterance: marlin. M A R L E N.

utterance: OK, great. we also let's see what we've got on here. can you please verify your email address.

utterance: Peter sixty-eight Davis at Gmail dot com.

utterance: OK, yep. I've got that, that's correct. OK so what is it you were wanting to update again?

utterance: My street address.

utterance: OK so right now we have five forty west Lynn street in Austin Texas.

utterance: That's the old one. I'm glad I'm gone there. Too hot in that building.

utterance: Aww. That's so funny sir. OK, let me let me back out of this one and let me delete that and get your new information. OK so what what is your new home address?

utterance: It's one thousand Mary Lynn Street. Austin, Texas seven eight one two two.

utterance: OK. We got one thousand Mary Lynn Street Austin, Texas seven eight one two two. OK, so I got that updated. let's see. You've been a great customer of ours for the last fifteen years. Thank you so much for your business.

utterance: Yeah.

utterance: we have a new savings account option. Is that something you might be interested in?

utterance: Yeah, sure why not.

utterance: OK. So let me see what I've got here. I can send it over via email or to your new home address. Would you like to receive it there?

utterance: email please.

utterance: OK, so I'll get that set up to send you it over. Oh and by the way sir, we have a new thing that you can do with your debit card. Your ATM card. You can get a picture put on it.

utterance: What do you mean with a picture?

utterance: You can pick your favorite football team, your animals, anything. It it kinda of is a design.

utterance: Oh yeah.

utterance: That would be nice.

utterance: OK great sir. So lemme get that information sent over to you. I'll send it over to you via email?

utterance: Yes, also email.

utterance: OK.

utterance: That's great. It's a free service you can just select whatever picture you would like on it. And we also do that with checks too, do you happen to still use checks?

utterance: No. No. I don't use them anymore.

utterance: OK.

utterance: When I go to the Longhorn games every time. So that would be great if I have now the Longhorns on there.

utterance: Yes we have a quite a few customers who love to put the Longhorns on their card. so let me get that information set up. For you. We also have a monthly newsletter we send out on a monthly basis. It goes out mm about midmonth. Talks about all of the new interest rates at the bank. it also talks gives you information about our managers. We do spotlights on employees. Is that something you would like to receive?

utterance: Yes please. Also through email.

utterance: OK. Yes, we do have an electronic copy version of that. So let me get that setup for you. OK, I've got that set up right now. And those usually go out midmonth. and you should receive that, let's see, probably in about two weeks you'll receive the first one at your email address.

utterance: And a friend of mine told me there was a new travelers card. The platinum one.

utterance: Yes we do have a new traveler's card. It's the platinum plus edition. it does cost a little bit more on a yearly basis to have it. But the rewards offerings is quadruple what you normally would get.

utterance: Yeah he said two hundred dollars a year or something.

utterance: Yeah, it's two hundred a year. But the reward points you get for every transaction you make is four times that transaction amount.

utterance: Yes I would it will have some information about that too.

utterance: OK, sure. So I'll get that one set up. let's see what else we have. Would you be interested in the new auto loans that we have?

utterance: No no no no no. But I need to go now because it's almost closing time for the car dealer.

utterance: OK sir. So let me make sure that everything went through with your home address oh something didn't take in the system. Hang on just a second.

utterance: OK sir. Can you please verify your home address again?

utterance: Yeah. That's one thousand Mary Lynn Street. Austin Texas seven eight one two two.

utterance: OK. One thousand Mary Lynn Street. Austin Texas seven eight one two two.

utterance: Correct.

utterance: OK. I'm sorry. we've been having so much trouble with our systems today. They've been lagging. That's probably what's been giving you that app problem too. but yeah. OK, it looks like it is now holding. Everything's gone through, and set up, and verified. You'll be receiving all that information you requested either by email or by post to your home. is there anything else you need assistance with today Mr. Davis?

utterance: No miss.

utterance: OK, thank you so much for calling Intellibank. I'm Mary, let us know if you need anything else.

utterance: OK. Bye bye.

utterance: Goodbye.


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

utterance: Hello my name is Charlene and I'd like to open a new bank account.

utterance: All right. No problem Charlene. I could go ahead and help you out with that. first can I get your name and date of birth?

utterance: OK.

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

utterance: All right. Thank you for that and can I ask you if you already have an account number with us? Or a bank account.

utterance: Yes I I already have an account that is active and operating.

utterance: Great. Can I get that account number please?

utterance: Oh, honestly speaking I really can't remember the account number. I really don't memorize such stuff.

utterance: All right. That is no problem at all. I'll get your phone number instead.

utterance: Oh OK. That's OK. My number is five one two nine nine one five five one nine.

utterance: All right. Thank you so much for that.

utterance: Can I also get your social security number to create the new account?

utterance: is that really necessary cuz I've already just given out the phone number. And I think those digits should be ready since I already have another account there.

utterance: I understand that however we do require the social security for security reasons. So that is to confirm your identity.

utterance: Couldn't you just cross check from the other account?

utterance: I think that.

utterance: Be much easier?

utterance: We can do that however for full security purposes we will need your social security and anytime anyone makes a new account. Even if they are a old customer or previous customer we do require the social security again.

utterance: times so even if I about I'm about to open even the fourth or fifth account with the same the same is called the security number.

utterance: Yes unfortunately it does. however if you don't feel comfortable saying it on the phone you can go ahead and next time you can make an account online. So if you that way you could feel more secure.

utterance: OK let me just search for it because I usually don't keep it nearby. Give me about a minute or two. OK.

utterance: All right. No problem.

utterance: OK I have it. So am I giving it to the full social security number or just a few digits.

utterance: it will be the full social security please.

utterance: OK.

utterance: The number is four three three five four eight six seven five.

utterance: All right. Thank you so much for that. I really appreciate it.

utterance: OK.

utterance: So for the account that you would like to open we do offer checkings and savings accounts. So which one would you like?

utterance: I like a savings account.

utterance: OK. No problem. And for this account you will have to choose a security question. This will be asked of you any time you log into your account or any time you call a customer service agent so you can choose from two security questions. The first one will be what is your mother's maiden name. And the second one will be what was your first pet's name. So which one would you like to choose?

utterance: I'll go with my mothers maiden name because with pets I might confuse since I've had a few pets.

utterance: All right. No problem. I understand that.

utterance: Yeah.

utterance: All right? so what is your mother's maiden name?

utterance: OK.

utterance: Her name her maiden name is Taylor. T A Y L O R.

utterance: All right. Thank you so much for that. I have went and created your new account. And I'll go over with you all the interest rates and fees. So there is a one dollar fee for all wire transfers. And there is a.

utterance: I'm getting that.

utterance: All right that's great to hear. And there is a two percent fee for any online check deposits.

utterance: Could you sorry could you repeat that again. On the online.

utterance: Yeah so there's a one percent fee if you any time you make a E check deposit.

utterance: Oh a one percent of the deposit. Oh OK can understand that.

utterance: Correct.

utterance: Yes so those are the fees. And did you have any other questions about your new account?

utterance: No I didn't. Oh what about card will I continue using the same card with the other account or will I get a new card?

utterance: so for that one you'll get a new card issued to you.

utterance: Oh OK.

utterance: Yeah and did you have any other questions for me?

utterance: No that. No that seems that's all I have for today.

utterance: Alright thank you so much for calling Intellibank Charlene. Have a great day.

utterance: You too.


utterance: Hi. Thank you for calling Intellibank, my name is Sarah, and how may I assist you today?

utterance: How are you doing today Sarah?

utterance: I'm doing great, thank you so much for asking and yourself?

utterance: I'm doing well.

utterance: The reason I'm calling, I'm wanting to make a wire transfer.

utterance: OK. I would be more than happy to assist you with that. Now first May I have your name and your phone number please?

utterance: Mildred Pierce. P I E R C E.

utterance: And I'm not sure if you have my new number or my old number. My old number was five six two three nine eight eleven thirty-five. And my new phone number is five six two five one eight three zero zero two.

utterance: OK. I do have this pulled up Miss Pierce, and it seems that we do have your new phone number on file and just to double check that was five six two five one eight. Three zero zero two?

utterance: Yes, ma'am.

utterance: OK. Now for verification purposes, may I have your date of birth, the last four digits of your social security number as well as your maiden name?

utterance: Yes ma'am. I was born two four two thousand and my maiden name is Greene. G R E E N E. And the last of my social security number is five nine six oh.

utterance: OK. Thank you so much. And just to double check I have this correct your birthday is February the fourth two thousand. The last four of your social is five nine six zero and your maiden name was Greene?

utterance: Yes ma'am.

utterance: OK. Thank you so much. Now which account would you like to be using for the withdrawal. I need the type and the I mean I'm sorry the account number.

utterance: Checking account please. There The number is zero zero zero seven nine three three one.

utterance: OK. That was checking account number zero zero zero seven nine three three one?

utterance: Yes ma'am.

utterance: OK. And how much would you like to send and would this be a domestic wire transfer or international?

utterance: I'd like to withdraw five hundred dollars. And it'll be domestic.

utterance: OK Miss Pierce, thank you for that. Now there will be a fee of thirty-five dollars is that OK?

utterance: Yes ma'am.

utterance: OK great. Now I do need the routing number and the account number for the deposit. Account.

utterance: Yes ma'am. The routing number is four nine seven three one two zero five eight and the account number is zero zero three nine nine five four three. Read back please.

utterance: Sure absolutely Miss Pierce. I have the routing number as four nine seven three one two zero five eight. And the account number is zero zero three nine nine five four three. Was that correct?

utterance: Yes ma'am.

utterance: OK. Wonderful. I do have the transfer initiated and it should be released to the account within the hour .

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

utterance: Yes, ma'am. I wanna close my savings and transfer balance to checking.

utterance: OK. Not a problem. I'd be more than happy to assist you with that. Now what is the account number for the savings account you'd like to close.

utterance: Zero one zero five seven three two four.

utterance: OK. That was zero one zero five seven three two four?

utterance: Yes ma'am.

utterance: OK. And what reason are you closing your account for?

utterance: I'm gonna deposit the money into the checking account.

utterance: OK. but reason do you or what. Why are you closing your savings account?

utterance: I really don't need it anymore.

utterance: OK. Sorry about that we just have to have a reason to put in the box right here. Now You did say to deposit into your checking account. Correct?

utterance: Yes ma'am.

utterance: OK. Now may I have the account number for your checking?

utterance: Zero zero zero seven nine three three one.

utterance: OK. That was zero zero zero seven nine three three one?

utterance: Yes.

utterance: OK. Now I do show a balance of nine hundred seventy-one dollars and thirteen cents in your savings. And we're going to transfer that into checking account number zero zero zero seven nine three three one and close the checking the savings account. Is that correct?

utterance: Yes.

utterance: Yes ma'am.

utterance: OK. Wonderful. Now I do have that balance transfer complete and your savings account is closed as of immediately. Is there anything else I can help you with today?

utterance: No ma'am.

utterance: All right. Then thank you so much for calling Intellibank Miss Pierce. Have a wonderful day.