utterance: Mhm.

utterance: Good morning. Thank you for calling Intellibank. This is Ron Smith, how can I help you today?

utterance: Hi, I'm Laura.

utterance: I'm just calling to set up a new account with you guys.

utterance: No problem, ma'am. I'll be more than happy to assist you with that. I would just like to let you know we do have a variety of accounts that we have specialized, that'll help you out with your financial needs and every aspect of your banking. We have interest free checking. We have fee free checking and savings. we also have IRA compound savings and checkings .

utterance: we also have different options with savings. in particularly, what kind of account would you like to open today, ma'am?

utterance: I would like the checking account, and since you mentioned it, I want the fee free checking account.

utterance: No problem, ma'am. I'll just have to get some basic information to get us going. first can we start with your first and last name?

utterance: Our first name is Laura.

utterance: Laura, last name is Walker.

utterance: No problem, ma'am. Could you spell that for me?

utterance: The last name is W A L K E R.

utterance: No problem, thank you, ma'am. And may I please have the date of birth, please?

utterance: Date of birth is May twenty-seven nineteen nine.

utterance: No problem. And may I please have your social security number?

utterance: Social is one eight zero twenty seven nine eight two.

utterance: No problem, ma'am. And may can I have your best contact number?

utterance: Contact number is two one five seven five four twenty-five hundred.

utterance: No problem, and this is optional, but do you have an email address? Therefore, we can send you out a link to set up your online banking that will help you out with all your banking needs. Branch locations times and if you needed twenty-four hour customer service .

utterance: So, do you have an email address that you would like to add to the account, ma'am?

utterance: Yes, it is L walker twenty-two hundred at Gmail dot com.

utterance: No problem, ma'am. also, there is a security pin needed, so you can only have access to the account that'll help you get on easier when you call or when you set up online. right now and if you look at your keypad and just key that in. Take a few seconds to key it in. You don't need to tell me, and the computer will pick it up.

utterance: four to seven digits. I'll wait a few seconds while you put that up. It'll show up as asterisks on my computer.

utterance: OK.

utterance: I did it.

utterance: OK. Thank you, ma'am. You are all set in regards to that. if you give me one second your credentials will be sent out to you in a welcome package. Also they will send you out the starter kit and welcome package to the email that you've sent me today.

utterance: Also, you'll have two weeks to make your first initial deposit or the account will be closed out. They'll send your account number and all your credentials in the email. You can once you download the app, you can add funds by linking an account that you previously have or you can take a picture of a check and upload it or you can set up your direct deposit for your first initial deposit into your account. as I stated ma'am, all your information will be sent to you within seven to ten business days. and the welcome bank package. Therefore, you'll have options in there. There's a slip that will give you the option to pick out the checks. they also have designer checks in there. And also, the list of accounts that I'd given you earlier, it breaks down in detail what account is specified for it to probably help you on your financial trials in life. And they also have an extensive saving programs with IRA that can help you to move towards retirement .

utterance: again I do thank you for calling Intellibank.

utterance: If you have any other questions that you would like me to answer, I'll be more than happy to help you, ma'am. Is there anything else I can do for you today?

utterance: No, that was a lot of information for me to digest. Anyway I'll just I'll stick to the banking account. And later on I'll call back to add like fifty dollars to the account, or so.

utterance: Just to have something in there.

utterance: No problem, thank you, ma'am. Also, to let you know, if you would like to make an in-store deposit you can come in and make a minimum deposit of fifty dollars and they will give you an automatic debit card to take with you to give you access to the account. We thank you for calling Intellibank, and you have a blessed evening.

utterance: OK.

utterance: You too. Thank you.


speaker_role: Agent

utterance: Thank you for calling Intellibank, this is Becky, how can I help you?

speaker_role: Customer

utterance: Hi. I need to find I don't I need to add a new user on to my account like a second card allowed, and I called earlier to try and do that on the phone and you know she was she was nice, I'm not trying to report her to be grumpy or one of those, you know, Karens, I just I don't, I didn't understand what she was saying, because she said I had to come and talk to someone and I don't know how I'm supposed to come and talk to someone because I'm new to the area and I I I just didn't get information. Super sweet, she had a sweet voice. I don't even remember her name, but I just, I need some more help.

utterance: OK.

utterance: If you can provide that.

utterance: Yeah, I'd be I'd be happy to help you.

utterance: Also I need to put cash in my account, before I go, because I want to know that there's cash in there I think like I need maybe A M T if that's close by?

utterance: It sounds.

utterance: Oh, I think you mean ATM?

utterance: Yeah, yeah, yeah.

utterance: OK, I can help you with both those. I think you need to

utterance: First of all go into a branch. So, let me find out where you're located and then I can direct you to the nearest branch. First of all, can I get your account number, please?

utterance: Yeah, hold on. Oh, here it is, one seven nine four five three zero zero.

utterance: OK, thank you and your name?

utterance: Well, my name's Karen Hucksley. I'm not one of those Karens though, I am a I'm a cool Karen.

utterance: OK, Karen, good to know. and for your security, can I get your date of birth please?

utterance: Yeah, it's two eighteen seventy-two.

utterance: OK and you mentioned, you're new to the area. Now, I show the address on the account is in Bend, Oregon. Did you want to find a branch in near Bend?

utterance: No, I'm visiting southeast Portland so I need up over there somewhere. I think I I think I'm near Morrison, I don't know if there's a branch over there?

utterance: Oh. OK.

utterance: Yeah do you have like is is there an actual address on Morrison that you'd like to find near a specific address?

utterance: Yeah so I am on eighteen sixty-nine sixty-ninth street I believe it's a couple blocks over to Morrison.

utterance: OK.

utterance: It's you know these these streets are just they the There's so many numbers, and I, one minute I look at sixty second and then I look at ninety-fifth. It's like what the heck happened, but I know I've seen Morrison not far from here.

utterance: OK OK and then you said that was Portland, Oregon, correct? OK let me look up for you. OK. Well, I see that there are multiple branches within that area. I'd be happy to give you the address. There's one, there is one on Morrison.

utterance: Yes. Yes.

utterance: OK.

utterance: the address is one two one two eight.

utterance: mhm

utterance: Morrison Boulevard.

utterance: mhm

utterance: Portland, Oregan nine seven two two two. Would you like to know the hours of operation for that branch?

utterance: Yeah, what time is it? Oh, it's about three. yeah I I think I can get over there if it's if it's still open.

utterance: Yeah, they are open until five p.m. tonight. tomorrow they open up at ten and they will be open from ten to five Monday through Friday and Saturdays limited hours eleven to two p.m.

utterance: OK, great I think I think I can get in there today then.

utterance: Awesome. OK, great and you said you wanted to find an ATM also?

utterance: Yeah if there's one along the way that would be great. I just don't want to take up too much time at the the bank with getting a new user and then adding money. You know, you girls already have so much on your plate. I. I don't need to add more. I'm not one of those Karens .

utterance: OK.

utterance: Gotcha. OK. Well, let's see here there is so you wanted to to find one near your address there in southeast Portland, OK. So that was on, yes there is actually with just one block away there is an ATM

utterance: OK.

utterance: And it does allow cash and check deposits.

utterance: OK how much cash can I put in there because I've I've got quite a bit to put in. It's It's nothing fancy, they're just a bunch of ones but I wanna make sure they've been a bunch that I've been saving up and need to get them in the account now.

utterance: OK you can deposit up to seventy-two bills per deposit, so if those are ones or fives or tens or even hundreds seventy-two is the max per deposit. You can make multiple cash deposits per day though.

utterance: OK. OK. Thank you.

utterance: You're very welcome. Is there anything else I can help you with?

utterance: You know I don't think so you know Let me see here. Let me look at me list. Oh Is there parking near the branch or is that something because I know with Britain you have to park on the streets. Am I going to have to pay to park to go in there?

utterance: this branch on Morrison, it does have parking available So, there is bank parking available to customers.

utterance: OK.

utterance: OK, good. You know, I just I hate leaving my car on some random street and then having to run couple streets over just because there's no parking. Next to the bank, it's so frustrating and I just it drives me insane. I don't understand why these companies don't provide parking. That should be the number one. People don't go to companies because it's it's it's too hard to park.

utterance: Mhm.

utterance: And I don't want to get out of my car, but OK thank you. I'll take I'll stop taking up your time. I appreciate all the answers.

utterance: Sure you're very welcome and you have a nice day.

utterance: You too.


utterance: Thanks for calling Intellibank. This is Jerry. How can I help you?

utterance: Yes. Hello Jerry my name is Evelyn Richards.

utterance: And I would like to report a lost card, and update my street address.

utterance: Absolutely. Happy to help you with that, Ms. Richards. you stated that you wanted to update your street address?

utterance: Correct.

utterance: OK. And I'll be happy to help you with that with both of those items.

utterance: first of all, just need to verify some information if you would, Ms. Richards. What is your date of birth?

utterance: It is eleven eleven eighty-four.

utterance: OK. And what is your account number?

utterance: My account number is nine eight four, six five nine.

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

utterance: Sanchez.

utterance: Sanchez?

utterance: Mhm.

utterance: All

utterance: Right. Thank you.

utterance: We have you here. And let me ask, the information that you wanted to update, is this your home address? Is that the same as your mailing address, that your wanting to update, or is there a different address?

utterance: It's just the home address.

utterance: OK. And that's also your mailing address, yes?

utterance: Yes it is.

utterance: OK. Happy to do that for you. And, Ms. Richards, what is the new address?

utterance: OK. It is three six eight eight Layman Court Smyrna, Georgia.

utterance: Three zero zero eight zero.

utterance: OK. if I heard that correctly, this, Richards, that's three six eight eight Layman Court Smyrna, Georgia, three zero zero eight zero?

utterance: Yes, that is correct. And you did need me to spell the name? Layman?

utterance: sure.

utterance: It is L A Y M A N.

utterance: Thank you for that. I actually had that misspelled. You know, sometimes, it can be a little hard hearing sometimes.

utterance: Yeah. I can understand. I definitely understand that at my age. You're a young man.

utterance: Well, and Ms. Richards, I've gone ahead and put that in the system. And we have that updated for you.

utterance: Well, I also would like to update my email address.

utterance: Sure! Sure, s~, I'm happy to help you with that. And what did you wanna change your email to?

utterance: OK. I just wanna change it to Evelyn mm Richards one at Gmail dot com.

utterance: OK. That's Evelyn Richards one at Gmail dot com?

utterance: Correct.

utterance: OK. I've gone ahead and updated that in the system for you. And of course Ms. Richards, just so that you know, you also can update your information online as well.

utterance: OK.

utterance: All you have to do, if you are interested, you can just visit our website and enter your account information. Setup, do you have online access?

utterance: I sure do.

utterance: OK. Terrific. Well if you do have online access you can just go online and you can update your phone number, or email address, or check your account balance right there online.

utterance: OK. Is it pretty easy to do?

utterance: Very easy to do. Great question.

utterance: We wanna make it as simple as possible for you, not rocket science.

utterance: Good! Well that's what I need.

utterance: Absolutely. Well Ms. Richards, is there, oh and I believe you also said you wanted to report a lost card too. Is that correct?

utterance: That is right.

utterance: OK. Now, Ms. Richards, what card is it that you wanted to report lost?

utterance: OK. It's my Visa card. And the card number is four four seven nine, six five three two, seven four four six, three nine two six.

utterance: OK. That's four four seven nine six five three two seven four four six three nine two six?

utterance: That is correct.

utterance: OK. I have that account pulled up. And do you recall when you last had the card? Or do you remember when you may have lost it?

utterance: Yeah. I noticed I lost it actually last night I was looking for it. And I discovered that I, it, I'd lost it.

utterance: No problem. We'll be happy to get that taken care of for you. you do want a new card sent out in its place, Ms. Richards?

utterance: I do. I sure would.

utterance: OK. I'll go ahead and work on that for you as it relates to canceling out this particular card, and getting a new card sent out to you. do you want that sent, what address did you want the card sent to you?

utterance: I'd like for it s~, to be sent to the new address, the three six eight eight Layman Court.

utterance: OK. I've got that down. We'll send a new card out to you to three six eight eight Layman Court Smyrna, Georgia, three zero zero eight zero.

utterance: All right. I really would appreciate that. How soon can I look for that?

utterance: A great question. because I know time is of the essence. And getting that card in your hands so that you can get out there and get back to living life as you are used to.

utterance: Absolutely.

utterance: we can get that out to you as quickly as we can. I've gone ahead and processed the cancellation on the card. It'll arrive within seven to ten business days to the home address.

utterance: Good! Very good.

utterance: And just one other thing Ms. Richards, just so that you know again, you can go online as well, and you can check the communications online, as relates to the status of, of the canceled card, and any tracking number that may be sent will also be online.

utterance: OK. Cuz it looks like you can do quite a bit on there.

utterance: Yes ma'am. You can. we certainly wanna make it as easy as possible for our customers.

utterance: I need that. Mhm.

utterance: Also appreciate it.

utterance: Well, Ms. Richards, is there anything else we can help you with?

utterance: No there's not anything else. I think everything's covered.

utterance: Terrific. Well, we again appreciate the time and we appreciate getting this, these matters handled for you. And you have a terrific day.

utterance: And you too.


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

utterance: Good morning. I'm John Andrews. How are you doing today?

utterance: I'm fine Mr. John Andrews. And how are you doing today?

utterance: I'm good.

utterance: OK, sir? How can I help you?

utterance: I got an issue with my bank account. Now I'm operating your financial institution. My account is frozen. I was expecting money from someone. I don't know if .

utterance: OK, sir, if I get you correctly you expecting money from someone and then you found out that your account is frozen.

utterance: Yes, sir.

utterance: So probably you think the money entered and then your account got frozen.

utterance: Yes, sir.

utterance: OK, sir. I will need to get some details from you if that's OK with you sir.

utterance: Thank you.

utterance: That's no problem brother.

utterance: OK, sir. sir. Oh, let's ask for your full name.

utterance: John Andrew.

utterance: OK, Mr. John Andrew. OK. OK, sir, what's your date of birth?

utterance: Tenth March, nineteen eight six.

utterance: OK, OK, a moment sir.

utterance: OK, sir. what is your bank account number?

utterance: OK, I'm gonna check the bank account . Four three.

utterance: OK.

utterance: Nine six.

utterance: OK.

utterance: Five five.

utterance: OK.

utterance: Seventy nine two on.

utterance: OK. OK, sir, a moment, please. I'm just checking bank account.

utterance: Yes.

utterance: OK. OK, sir. I would like to ask you for license ID number. Is that OK with you?

utterance: No problem.

utterance: OK, sir.

utterance: B six three zero.

utterance: OK.

utterance: Seven eight zero.

utterance: OK.

utterance: Forty-five.

utterance: OK.

utterance: Nine two one zero.

utterance: OK. OK. a moment, sir.

utterance: I'm with you, sir.

utterance: OK.

utterance: OK, sir. I would like to verify some security questions if that's OK with you?

utterance: OK.

utterance: OK, sir. So what's your mother maiden name?

utterance: Sarah.

utterance: OK, Sarah. OK. Sir, what is the name of your first pet?

utterance: Charlie.

utterance: OK, Charlie.

utterance: Yes, sir.

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

utterance: Seafood.

utterance: OK. Un momenta, please.

utterance: OK.

utterance: OK, sir. What was the days you discovered that your account was frozen. When did you discover it?

utterance: For just this morning. When I tried to log in my online banking I discovered I couldn't do that.

utterance: OK. Can you remember your last recent transaction?

utterance: my last recent transaction was three thousand dollars. But I told you I was expecting money from someone.

utterance: OK, sir. According to what you've provided, sir, everything seems correct other than the fact that some amount of money your account. OK, this how it goes sir. Your is fifteen thousand dollars. Then you received a sum of thirty thousand dollars added to that. So, making it exceed the normal sir, and we are sorry about it. Because we are trying to prevent fraud activities, fraudulent activities. You understand me, sir?

utterance: Yes, sir.

utterance: So, sir, since you have lately. I would advise, sir, that you find a time to come to the bank and then try to find this issue. Just a few questions will they ask of you and then you're good to go, sir. Probably increasing the limits. Is that OK with you, sir?

utterance: I got no problem with that.

utterance: OK, sir, thank you for your understanding, sir.

utterance: Thank you for your time as well.

utterance: OK, sir. I would like to know if you are with online banking?

utterance: Yes, but I would still like is here some light.

utterance: OK, sir, since you , it's actually pretty easy. Just log into the website, input your details, then follow the procedures all the prompts being given. They're actually very, very easy to understand. And the site is very, very, very good, too. So, just check it out then try to do transfers or try to pay for bills. And then if you have any issue you can contact the customer care. We are always online twenty-four seven. Is that OK with you, sir?

utterance: Yes, sir.

utterance: OK, again, my name is Alexander. Thank you for your time and have a nice day.

utterance: Have a nice day as well.


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

utterance: Good morning. I'm John Andrew. How are you doing today?

utterance: I'm fine. Thank you sir. How are you doing too?

utterance: I'm good. Everything about me is good.

utterance: OK sir so how can I help you today?

utterance: I was robbed today and all my financial cards were stolen from me.

utterance: OK. Sorry to hear about that sir. I am really sorry.

utterance: Thank you.

utterance: sir so definitely your card from our bank was stolen too. Is that what you're imply?

utterance: Yes sir.

utterance: Oh OK. Sorry to hear about that. so what are you calling for exactly sir?

utterance: Mm, I need to report the card as missing card so I would like you to help me block the card.

utterance: OK you want me to help you block the card?

utterance: Yes. Sure.

utterance: OK Sir Andrews please I'll ask you some questions if that's cool with you.

utterance: Yes.

utterance: OK sir what is your full name?

utterance: John Andrews.

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

utterance: Bank account number is OK let me call it for you. It's checking account.

utterance: OK.

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

utterance: OK sir please can you come again?

utterance: OK. Four three.

utterance: OK.

utterance: Nine six.

utterance: OK.

utterance: Four five.

utterance: OK.

utterance: Seven zero.

utterance: OK.

utterance: Nine one.

utterance: OK. OK. A moment please.

utterance: OK.

utterance: OK sir OK sir what is your date of birth?

utterance: OK my date of birth is tenth March nineteen eighty-six.

utterance: OK thanks. March nineteen eighty-six.

utterance: Yes.

utterance: OK sir. A moment please.

utterance: OK.

utterance: OK sir what is the last four digits of your SSN?

utterance: OK. Seven five zero two.

utterance: OK. Seven five zero two.

utterance: Yes.

utterance: OK sir. OK thank you very much sir. lastly sir I will like to verify security questions. Is that OK?

utterance: OK.

utterance: OK sir what is your mother's middle name?

utterance: Middle name is Sarah.

utterance: OK. OK email please. OK sir sir what's the name of your first pet?

utterance: Charlie.

utterance: OK so sir what's your favorite food?

utterance: Seafood.

utterance: OK. A moment please.

utterance: OK.

utterance: OK sir your last transaction was made three days back on the tenth. Is that correct?

utterance: Yes sir.

utterance: So no missing funds then?

utterance: OK.

utterance: So OK sir please hold on a bit. I'm trying to get the account the bank card blocked.

utterance: OK.

utterance: I'm with you sir.

utterance: OK.

utterance: OK. It has been blocked sir.

utterance: OK thank you so much. I really appreciate your time.

utterance: You're welcome sir. sir would you like to request for another card?

utterance: Yeah I would like to request a new card but I would like to know how long it's gonna take before it arrives here.

utterance: OK sir most of our cards have been issued in time and then they arrive probably the same day or the next but rest assured you're gonna get it mailed to you as soon as possible sir.

utterance: OK.

utterance: sir please, if you don't mind, please do verify your address.

utterance: OK. I can call it out for you.

utterance: Yeah you can.

utterance: OK. One one zero eight zero eight three five. Miami, Florida. The zip code is three three one six one.

utterance: OK.

utterance: OK sir. OK sir. That's correct. OK sir please just give us a little time. We're gonna get back to you and your new card will be mailed to you.

utterance: OK. Thank you.

utterance: OK is there any other thing I can help you with sir?

utterance: No.

utterance: I'm OK.

utterance: OK sir do have a nice day. Thank you for contacting Intellibank.

utterance: Have a nice day,

utterance: too.


utterance: Thank you for calling Intellibank. This is Ashley. May I please get your name?

utterance: Gladis C. Jones.

utterance: Perfect, and what is your date of birth miss Jones?

utterance: October twenty-fourth nineteen fifty-nine.

utterance: Thank you, and it looks like we have an authenticating ID on the account?

utterance: Yes ma'am it's J two zero zero dash seven nine eight eight dash seven two seven one.

utterance: Perfect and it looks like we also have a security question on file?

utterance: Yes. It's my pets name Samantha.

utterance: Thank you for that. OK. So I went ahead and verified the account, and which account are you calling about today?

utterance: I'm calling about my checking account.

utterance: OK and do you happen to have your checking account number available?

utterance: Yes. I do. It's nine seven two nine six zero zero one seven eight.

utterance: OK. Give me a moment while I pull up that information. It looks like this is gonna be your main checking account, is that correct?

utterance: Yes ma'am it is.

utterance: OK. Perfect so I have all your information pulled up today. and can you go ahead and tell me what I can help you with?

utterance: I was just checking because I'm supposed to be getting a refund deposit back to my checking account. And for a purchase I made and I wanted to make sure that it had gotten to the bank case if I needed to use the funds. They said that I would get it probably within two to three days and I was just checking to see if it got there yet.

utterance: OK. Not a problem that something I can definitely look into for you. OK did they give you a timeline of when this deposit should take place?

utterance: Yes. Two to three days.

utterance: And how long ago did they tell you that they were going to start the deposit back?

utterance: Well, today would be the third day.

utterance: OK. Perfect.

utterance: So let me go ahead pull up the account within the last three days let me see if there is any pending deposits on the account. OK. So let's see here. OK. Do you know how much the deposit was?

utterance: Yes. It was one hundred twenty-five dollars from Target.

utterance: OK. So I do see a target deposit that's pending and it does look like its for that one hundred and twenty-five dollars. OK. So it looks like it's processing still. So it looks like it most likely will be deposited in your account in the next twenty-four hours.

utterance: Oh great. That sounds great Thank you.

utterance: No problem, and did you want to go ahead and have me tell you your current balance?

utterance: Yes. That'd be great.

utterance: OK. So as of today the balance on the account is five seventy-five twenty-five.

utterance: OK great. That includes the pending one that's is it already automatically added to it?

utterance: No that's not going to include the pending deposit as it has not cleared yet. So that five hundred and five dollars and five cents is your current balance as of today that's what you can withdraw from the bank today at the ATM or in the branch.

utterance: Oh great. Thank you I appreciate it.

utterance: Not a problem and was there any other account balance you would like me to check today?

utterance: No but I'd like to find out. I got a mailer in the Mail For a credit card that you're offering can you give me any information on that?

utterance: OK. So yes, we have a couple of offers Did it give you any specific card information or did it just was it a generalized mailer telling of some of the credit cards we offer?

utterance: Just telling me of these credit cards that you offer. I was just curious as to what the difference is between the two different offers for the credit card

utterance: From the bank from your bank Intellbye bye.

utterance: OK. Intellibank

utterance: Oh, I'm sorry.

utterance: Oh, not a problem. So it looks like we offer three current cards that you would be Qualified for. We have the gold The platinum and the silver cards and they all have different benefits, It's just what would suit your needs better. and what I could do to make it easier for you, is I can go ahead and take down your email address and send you over a direct link to our website that way you can go ahead and compare all three of the cards to see what would fit your needs and then you can go ahead and make a decision from there. Does that sound something like you would want to do?

utterance: Sure. That sounds really great.

utterance: OK. So let me go ahead I have an email address on file, but let me go ahead and just confirm with you the email address to make sure I send it to the right place.

utterance: OK it's R X G P T M Y M two S R at Temporary it's T E M P O R A R Y dash mail dot net.

utterance: OK. Perfect, it looks like that is the email address we have on file So give me a few moments here I'll go ahead and draft that email to send right over to you so then you can go ahead and see what offerings we have on those credit cards. So just one moment please OK?

utterance: Oh. OK great. Thank you.

utterance: Not a problem.

utterance: So Ashley, How's your day going? While we're waiting for you to do that.

utterance: Oh today has been great so far. Not to many customer calls, it's kind of been dead. So today has been good. How's your day going so far?

utterance: Oh it's pretty good. You've got such a sweet voice. You're so uplifting.

utterance: well thank you for that miss Jones.

utterance: OK. So it looks like I went ahead and drafted the email I sent that over to you. Do you want to go ahead and check your email to make sure you received the email?

utterance: Oh I wasn't expecting to do that Give me just a moment please while I Load up my computer. It takes a couple minutes cause it's not brand new.

utterance: OK. That's not a problem I'll go ahead and wait for you.

utterance: So

utterance: All right. It's almost there. Give it a couple more seconds and then I can go right to my email.

utterance: All right. No problem.

utterance: And while we're waiting was there any other information you would like to check regarding the balances on your accounts?

utterance: No. Because we've already discussed that. We did the checking account already so we're good with that.

utterance: OK let me go to the email Oh great. I got the email and I will check it out and see what you offer to apply for it.

utterance: All right. I. I really appreciate it. Thank you, Ashley.

utterance: My pleasure. So since there isn't anything else I can help you with today If you would like to take a survey at the end of this call there will be a pop up for that you can go ahead and do so. If not I just want to say thank you for calling Intellibank. You have a wonderful day miss Jones.

utterance: OK I'll do that survey I really appreciated talking to you. Thank you so much.

utterance: Thank you. Have a good day.

utterance: You too.

utterance: Bye bye.


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

utterance: This is Jennifer Johnson. I just got this notice in the mail regarding a problem with my account. I don't know what's going on with that and I want to see if you can help me with that, please.

utterance: OK. And what did the notice say the problem was with your account?

utterance: Well the notice from Intellibank said.

utterance: Intellibank?

utterance: Yes. Intellibank. That's what I meant.

utterance: OK. I was just checking because there is an actual Intellibank. And a lot of people will call us all the time.

utterance: no. Mine's Intellibank.

utterance: OK.

utterance: The letter says that I had an overdraft fee, but I had money in my account at the time those items went through.

utterance: It says I had two charges. One for thirty-two dollars and ninety-six cents. And one for sixty-three dollars and seventy-four cents. And they charged me sixty-four dollar overdraft fees.

utterance: But I had a deposit for three-hundred to cover these at the time before they went through.

utterance: OK. What's your full name?

utterance: Jennifer Johnson. And my birthdate is eight six two thousand in case you need it.

utterance: OK. And what's the last four digits of your social security number?

utterance: Seven three nine four.

utterance: OK. Seven three nine four. Do you know your account number?

utterance: No, but if you hold on just a second I can get it.

utterance: OK. Go ahead. I'll wait.

utterance: OK. I have it.

utterance: OK. Go ahead.

utterance: It's eight zero zero zero. Seven nine six one. One zero.

utterance: OK. That eight zero zero zero, seven nine, six one, one zero.

utterance: Yes. That's right.

utterance: OK. Give me a sec to pull up your account.

utterance: OK. So how's the weather been there?

utterance: it's been OK here today.

utterance: Has it been raining there? It's been raining here.

utterance: No, but if it's raining where you are it'll probably be raining here soon. OK. Could you verify your security question for me?

utterance: Yes.

utterance: OK. It's what street did you grow up on?

utterance: Adams Street.

utterance: OK. I have your account all pulled up. And what was the amount for the first one?

utterance: It was thirty-two dollars and ninety-six cents.

utterance: OK. Do you know what day it was on?

utterance: It was around July twenty-ninth I think.

utterance: OK. let me see if I can find that one.

utterance: OK. And what was the second amount for?

utterance: It was for sixty-three dollars and seventy-four cents.

utterance: And it was also around July twenty-ninth.

utterance: OK. I can see the transactions that you're talking about. What was the amount of the deposit?

utterance: Three hundred dollars. And I made it the same day before they came out.

utterance: OK. give me just a second to go over these for you, OK?

utterance: OK.

utterance: OK, Jennifer. Sorry it took so long. I looked over these and from what I can see it shows your deposit was made on July twenty-ninth for the three-hundred dollars. But those transactions were actually pending before the deposit was made. So when you made your deposit, it looked like all of them were made, you know, at the same time and that it wouldn't be a problem. But once they all went through. It actually showed the time of the transactions was before the deposit which caused our system to charge you the sixty-four dollars in the overdraft fees.

utterance: Why are the charges so high though?

utterance: well overdraft fees are actually thirty-two dollars for each one, and you had two overdrafts causing it to be sixty-four dollars.

utterance: But I have bounce protection.

utterance: Yes, unfortunately a lot of people kind of get those confused. The bounce protection allows the bank to pay for any transactions that you have that go through whenever you don't have money in your account. But unfortunately it doesn't eliminate the overdraft fees.

utterance: Oh, OK.

utterance: I think I'd like to close my account out today and have my remaining balance moved to my other bank account.

utterance: OK. Well I did want to tell you know that I did notice that this was the very first time that you've ever even had overdraft fees on your account. So I am able to offer you a refund on those fees. we're able to do that once every twelve months.

utterance: That'd be great. But I still want to close my account.

utterance: Oh, OK. May I ask you why you would like to close your account out with us today?

utterance: I found a bank that offers no overdraft fees at all, and I'm just gonna go with them for now.

utterance: Oh, OK. Well I completely understand that. Unfortunately, Intellibank at this time are not able to offer completely free overdraft fees. But I will refund you your sixty-four dollars today to your account. And then I will work on closing out your account for you. Can you give me a minute to get that done?

utterance: Yes.

utterance: OK. Well I just want to let you know I did get your sixty-four dollars refunded to your account. And right now it shows that your balance is a hundred and seventy-three dollars and eighty-three cents. Do you have anything else coming out of this account in the future?

utterance: no. Nothing should be coming out.

utterance: OK. And you said you wanted your balance transferred to another bank account.

utterance: Yes.

utterance: OK. What's the routing number for the account that you want your deposit to go in?

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

utterance: OK. That's eight nine one one, three eight seven seven five.

utterance: Yes.

utterance: OK. And what's the account number?

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

utterance: OK. That's seven zero zero zero, seven five one six, nine one three four.

utterance: Yeah, that's right.

utterance: Alright. So we have your balance a hundred and seventy-three eighty three going into your other account for you. And that should go in there today. And I also have your account here closed. for you as of today. Is there anything else that I could help you with?

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

utterance: OK. Well you're welcome. And I hope to have you back as another customer for us in the future, Jennifer. You have a great day.

utterance: You too.

utterance: Alright, thank you. Bye bye.


utterance: Thank you for calling Intellibank, this is Becky, how can I help you?

utterance: Yeah, I got another notice, Becky.

utterance: OK. Certainly, I can look into that for you. Can I please get your first and last name?

utterance: Yeah. It's Bob Robertson.

utterance: Thank you, Bob. Can I please get your date of birth?

utterance: It's January twelfth of eighty-seven.

utterance: OK. And can I please get your drivers license number?

utterance: Oh yeah. Let me get that out of my wallet. It's two oh three X X as in an X-ray, ninety-four fifty-three.

utterance: Thank you. looks like you have a security question on your account. What is the color of your favorite shoe?

utterance: that would be orange.

utterance: Yes, that is correct.

utterance: OK. Can you please tell me a little bit more about this notice you received?

utterance: yeah it says something about raising your ATM fees again.

utterance: yes that is correct. We sent out a notice about four months ago informing you the customers about this increase.

utterance: Of course you did.

utterance: It is supposed to be effective October first of next year.

utterance: Well this is ridiculous. You guys have raised your fees more than once this year. I'm not paying for this. I wanna close my accounts.

utterance: I understand. Would you like to hear about some of our other options for your checking account? That can eliminate those potential fees?

utterance: Absolutely not.

utterance: Certainly. I can help you close your accounts today.

utterance: Can I please get your checking account number?

utterance: Yeah. My checking account number is fifty-three seventy-nine one zero seven.

utterance: OK. Thank you. Can I please get your savings account number?

utterance: Yeah. That's fifty-three seventy-nine one oh eight.

utterance: OK. Thank you . looks here that you have a checking account balance of five hundred seventy-nine dollars and one cent and it looks like your savings account balance is one-hundred twenty-seven dollars and five cents.

utterance: That's correct.

utterance: Are you wanting to transfer this to another institution?

utterance: Yes.

utterance: OK. Can I please get the routing number?

utterance: Yeah. The routing number is twelve eleven forty-eight eighty-three thirty-three.

utterance: OK. Thank you. And are you wanting to put both the checking and savings amount balances into a checking account with your new institution or two separate accounts?

utterance: If you could just put it into the checking that'd be perfectly fine.

utterance: Certainly. Could I please get that account number?

utterance: Yeah it's fifty-six seventy-nine one oh eight.

utterance: OK. Got it. I show here that your account will be closed and your balance transfers will take place within five to ten business days.

utterance: Is there any way to expedite that?

utterance: yes we do do that for a ten dollar fee.

utterance: That'd be OK.

utterance: OK. I can certainly get that taken care of for you. Is there anything else I can help you with today?

utterance: No. You've been perfectly helpful.

utterance: OK. Thank you. I appreciate your business. You have a good day.

utterance: You too.

utterance: Bye bye.


utterance: This is Hannah, thank you for calling Intellibank. How can I help you?

utterance: Hi, Hannah, how you doing today?

utterance: OK, how are you?

utterance: Oh, not good, not good. I have a major problem.

utterance: Oh, no.

utterance: Yeah. So, last night me and my friends we went out. We went out to our favorite restaurant and dinner and of course naturally we were having a lot of drinks. And somehow some way, when I got up this morning and I was getting everything situated. I went to go to the gas station to get gas in my car and I realized my card is gone card.

utterance: No.

utterance: Oh, no. I'm so so sorry. So, I can definitely help you with this.

utterance: Yeah, like I. I. I called the restaurant and they said it wasn't there, so I guess I didn't leave it there. I I don't maybe I dropped it putting it back in my I I don't know, but I I I I lost it. And yeah, and you know. It's a horrible day outside, it's raining like crazy, and now I'm really just bummed out. I mean I Like are you in this area? Like are you in the area? Is it raining where you are? It's just it's a miserable day.

utterance: Mhm.

utterance: Mhm.

utterance: Hmm.

utterance: No, where where are you?

utterance: I'm in Nashville, Tennessee.

utterance: Oh, no actually I am in Florida.

utterance: Oh, so you know.

utterance: Which it could be

utterance: Raining here, too, but it's not today. It's actually not today but I'm so sorry. Let me help you with this, but first and foremost what is your first and last name?

utterance: It could be, but you probably have sunshine.

utterance: All right, my my first name is Robert.

utterance: OK.

utterance: Last name is Dalton.

utterance: Can you spell that, please?

utterance: D A L.

utterance: Mhm.

utterance: T O N.

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

utterance: It's six sixteen two thousand.

utterance: OK, and your security question which is what was your first car?

utterance: Oh, it was a a Miata.

utterance: OK. OK, and do you happen to have the card number?

utterance: I do not.

utterance: It's .

utterance: I I yeah I I.

utterance: OK,

utterance: I can give you my social.

utterance: OK, do you have the account number?

utterance: I can give you my account number, yes. Yes, yes, yes.

utterance: OK, perfect. Let me get that.

utterance: Sorry, hold on let me let me get that for you.

utterance: Sure.

utterance: OK.

utterance: It's a. Oh two.

utterance: Five six.

utterance: One nine.

utterance: Three seven two oh eight.

utterance: OK perfect. And So so you're saying yesterday was when you lost it?

utterance: Yes. Yeah. I w~

utterance: So you would say

utterance: The nineteenth?

utterance: Right, right. It's probably some Some point last night.

utterance: Yesterday.

utterance: OK, and do you remember your most recent business transaction? So, let me just make sure that there was nothing charged on it.

utterance: So, that was at the the restaurant we were at which was Hooters here in Tennesee?

utterance: OK, let me see. I'm trying to look at that.

utterance: And, and I did I mean I paid my bill.

utterance: Right. OK yeah, I see that's the last transaction was at Hooters.

utterance: OK.

utterance: But what I'm going to do is right now I'm going to go ahead and cancel that card.

utterance: OK.

utterance: just in case so let me just Just give me a second, I'm gonna go ahead and cancel that.

utterance: Now, is this the situation with you know it it seems like I lost it do I need to contact the police or anything or with you is OK?

utterance: No.

utterance: No, it's OK, because I'm going to cancel it right now and actually I just canceled it.

utterance: OK.

utterance: So, If anybody found it and tried to use it they would be in a lot of trouble right now because I just canceled it.

utterance: OK.

utterance: So, what I want to do now is I'm going to send you out a new card. You'll get a new card in the mail with a new PIN number. The PIN number will come separately. You don't have to keep the pin number that we send you, you can change it.

utterance: OK.

utterance: But, when you get the card The pin number will come first.

utterance: And then Intellibank will send you the card and then they'll be like a sticker on the card and it will tell you a number to call and it will prompt you all the way through. It's a very easy but let me just if you can just give me an address that I can send that to?

utterance: OK, it's Twenty-nine eighteen.

utterance: West End Avenue.

utterance: OK.

utterance: That's Nashville, Tennessee.

utterance: OK.

utterance: Three seven two oh five.

utterance: OK, perfect.

utterance: OK, and let me just let you know that you'll get the card about five to seven business days.

utterance: Because the only thing that might be an inconvenience for you, and unfortunately what you'll have to do is, you'll have to go to a branch If you need money I'm assuming that you have money in your account? And you know if you need to go. If you need you money you have to actually go.

utterance: OK.

utterance: Mhm.

utterance: OK.

utterance: To the branch. You need the address? Do you know where your branch is?

utterance: Yeah, yeah I I know where the branch is.

utterance: You do? I have that. I really apologize for that.

utterance: No, I just couldn't get to the physical branch today because I'm here at work.

utterance: Right.

utterance: Which I I was just thinking to it just hit me like.

utterance: I got I I lost the card at Hooters.

utterance: Right.

utterance: And that is my favorite I just love their wings and you said you're in Florida and that's like the home base of Hooters, so I have to ask you this have you Have you gotten the chance to enjoy Hooters wings?

utterance: I love Hooters wings. I love the atmosphere and actually, my sister works there as a bartender. So, I do go there quite often Ironically, and I honestly do love the wings. Like, I think Hooters has some of the best wings in the country.

utterance: That's amazing.

utterance: yeah, yeah yeah, actually probably going to go there tonight.

utterance: OK.

utterance: After work, so.

utterance: I'm coming to Florida.

utterance: Oh, wow. OK, is there anything else I can help you with tonight or?

utterance: I, I I think you know what I?

utterance: Mhm.

utterance: Would would I I I don't really do it but would online banking help with a situation like this?

utterance: Yes, actually I can totally send you over a link that will take you through step by step how to setup an online banking. I completely encourage you to do this.

utterance: OK.

utterance: What is your email?

utterance: It is the real Bobby D.

utterance: Six sixteen.

utterance: At Gmail dot com.

utterance: OK, and is is that just the letter D? It's not like in the? OK. OK, perfect. OK, so I just emailed that over to you. And if you have any questions and problems please call us back. We are our customer service is online and open for you until eight p.m. Eastern.

utterance: Yes. Yes.

utterance: OK.

utterance: So, if you need to call us back please feel free.

utterance: OK.

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

utterance: That's it.

utterance: OK, perfect. Have a great night.

utterance: Thanks, you too.

utterance: Thank you.


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

utterance: Hey Beth, how you doing? I'm a customer of yours, of Intellibank bank. And~.

utterance: Oh I'm sorry to interrupt you. It's actually Intellibank. Just to let you know.

utterance: Oh all right, well. I. I hope I have the right bank then.

utterance: I mean

utterance: We are an Intellibank bank but it's Intellibank.

utterance: Well.

utterance: OK. Well in my eyes, you're Intellibank, so so all right so I I have major problem. am from the Philadelphia area. I am traveling out of town. I'm in Nashville and I need a actual bank location so I can go. I have some banking things I need to take care of. Some deposits, withdrawals, some checks, and I I just have a lot of situations I need to take care of in person not you know at an ATM or whatever. So is there a local bank to my location? I'm having trouble finding one.

utterance: Mm.

utterance: Absolutely, I'm here to help you. first off, what is your name?

utterance: OK, my name is Henry.

utterance: Goff. G O F F.

utterance: Henry OK. And when is your date of birth?

utterance: It's oh five oh one nineteen eighty-two.

utterance: OK and just real quick if you can answer your security question. What was the name of the street that you grew up on?

utterance: Jones Road.

utterance: Perfect. OK and just one more piece of information. If you happen to have your bank card on you. If I can get your account number.

utterance: Oh, all right yeah. Hang on one second let me just get my wallet out. actually sitting on the side of a road. just give me one second.

utterance: No problem.

utterance: OK Bethy are you ready?

utterance: Yes Mr. Goff, go ahead.

utterance: OK. the number is four oh.

utterance: Seven five.

utterance: OK.

utterance: oh oh seven six.

utterance: five four.

utterance: Three one.

utterance: Six eight.

utterance: Six nine.

utterance: OK perfect. OK, so you are in the Nashville area?

utterance: Yes.

utterance: OK I have a bunch of different locations that I can can instruct you to. the one that is a very popular branch. It's the biggest branch in Nashville and I know you want to go in and speak to someone in person. They open at they also open up the earliest. They open at seven a.m. if you have any problems while you're on a trip and you need to get back into the bank. they also have Saturday hours. So if you're ready I can go ahead and give you that address.

utterance: OK.

utterance: OK it's twenty-one oh eight Bellmont Boulevard. and the ZIP code is three seven one one two.

utterance: OK.

utterance: OK?

utterance: is by chance because I'm not you know totally familiar with the whole Nashville area cuz I'm here visiting. I'm guessing is that right by Bellmont University?

utterance: Actually, let me just take a look at the map and see what's near it. Yes actually it is right around the corner from Bellmont's main campus. So is that something that helps you out?

utterance: that will be perfect because I'm staying not too far from there. Actually right now I'm not too far from there. And I can like what are the hours today? You said they open at seven are they still open right now?

utterance: Mhm.

utterance: Yes they're open until five p.m. and then on Thursday evenings, they're open until seven p.m.. From seven to seven, and that's their long day. And on Saturdays, they're open from seven a.m. to one p.m.. That particular location.

utterance: OK.

utterance: Now is I can give you some other locations, but you're thinking that this is the best bet?

utterance: Perfect.

utterance: No, this one is perfect. Cuz like I said I'm staying not to far from there and this is going to be a huge help. Now this a little off topic. let me just start it out there. Like I said I'm from Philly and by chance in the magic wands you have of finding bank locations can you find me a good cheesesteak in Nashville?

utterance: Mhm.

utterance: well I'm not in Nashville right now but you are in luck because I do have a bunch of friend and a couple of family members that live there. And some of them are from New York but they do enjoy a good Philly cheesesteak. And there is a place there it's called Bob's Steak's and hang on one moment and I will I will get it up on the map for you and just give me one moment.

utterance: OK.

utterance: OK yeah so that's gonna be on highway seventy in the Bellevue part of Nashville. I guess that's still considered Nashville. But yeah you can check that out and yeah.

utterance: Mkay, great.

utterance: this is a two for one shop I see here at it I'm sorry but the name is being changed to Intellibank bank because you've helped me on both things.

utterance: Oh Mr. Goff, thank you so much. It's my pleasure. Is there anything else I can help you with? Maybe signing up for online banking or anything like that at this moment?

utterance: you know what I mean I was curious about a couple things. I mean the online banking I mean I know a lot of people do it now. And I know a lot of people do the whole thing on the app. It in your honest opinion. You've helped me with cheesesteaks, you helped me with with finding the branch location. Is the online banking really worth it?

utterance: Absolutely. I use it all the time. It's so convenient. You can actually transfer funds between accounts. You can have your bills paid that way. And if you want to really sit down and get the whole spiel. If you're going to be visiting a branch you might as well just sit down and let them explain everything in person. They have free coffee at that branch. So you know you can just sit down and get everything you need at that location. Plus your caffeine fix if you're a coffee drinker.

utterance: If they have donuts I'm going there for breakfast every morning.

utterance: That's awesome. So is there anything else I can help you with today?

utterance: I.

utterance: I think that's it, Beth. Thank you so much for everything.

utterance: Thank you so much, and call back any time. If you need us we're always here and it was a pleasure servicing you.

utterance: Thank you, take care.


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

utterance: Oh! Yes. Hi, my name is Beach. do you guys have any banking branch nearby? I called earlier today.

utterance: Yes, Mr. Beach. We do have some in the local area, I'll have to get your information to make sure that we actually have some that are close by you at this time.

utterance: OK.

utterance: All right. Mr. Beach, I need to know your street address.

utterance: Yes, my street address is one nineteen, East Main Street.

utterance: One nineteen, East Main Street?

utterance: Yes, ma'am.

utterance: And what city are you referring to?

utterance: Blytheville.

utterance: Could you spell that for me?

utterance: B L Y T H E V I L L E.

utterance: OK, Blytheville. could you give me the state?

utterance: that's Arkansas.

utterance: All right. So that is Blytheville, Arkansas you looking for?

utterance: Yes.

utterance: Close to nineteen nineteen East Main. Let me look that up for you, sir. Just give me one moment.

utterance: OK. Whoa! So what you have planned for this weekend?

utterance: Oh! Well, I just plan on working a little extra, you know, earning those hours and that income. My kids are gonna be going out of town soon. So, I really need to save up.

utterance: Hey, you can't go wrong by making money.

utterance: No, sure can't. What do you plan on doing this weekend, you got any plans?

utterance: not really, I'm just gonna muscle myself back in that yard and do some yard work.

utterance: Oh! I see that. I've been putting mine off for weeks now, so I might have to get onto that myself.

utterance: Have fun doing it.

utterance: that's never fun, sir. All right. So, I've located about five locations closeby. They're like within a mile of your address, did you want all five of those branch locations?

utterance: Oh, yes.

utterance: OK. That's funny how we have so many in that area. OK, that first one is at fourteen twenty-four Monroe Avenue.

utterance: OK. Fourteen twenty-four you said, Monroe?

utterance: Yes, sir. Monroe.

utterance: OK.

utterance: All right.

utterance: They're in Blytheville, Arkansas. The next one I have is about half a mile away. It's at fifteen sixty-nine Ponderosa Drive.

utterance: OK.

utterance: We have the next one, it is a mile away at eighteen sixty-nine Shelby Lane.

utterance: At eighteen sixty-nine. Eighteen sixty-five, you said?

utterance: Eighteen sixty-nine, sir.

utterance: sorry about that.

utterance: That's no problem. The next one I see listed is at four seven seven.

utterance: OK.

utterance: Elizabeth Road.

utterance: All right. Elizabeth Road. OK, that's four that's four seven seven?

utterance: Yes, sir. Four seven seven Elizabeth Road. That's with a Z.

utterance: with a Z.

utterance: And the last one I have listed is at nine nine five.

utterance: All right.

utterance: OK.

utterance: Conroy. C O N R O Y.

utterance: All right.

utterance: Road.

utterance: OK. And I have I have another question.

utterance: so, what about the branch hours are they open twenty-four hours or?

utterance: no, sir. Well actually, we do have one that's open for twenty-four hours. The branch itself isn't open. The branch actually closes at five but the lobby is open so that you could use the ATM. That is the one that's at Elizabeth Road.

utterance: OK. And the lobby is open twenty-four hours?

utterance: Yes, sir.

utterance: But the branch closes at five?

utterance: Five. Yes, sir. Every day at five p.m.

utterance: All right.

utterance: Five p.m.

utterance: the the branch actually opens at eight a.m.

utterance: OK.

utterance: Monday through Friday. All right?

utterance: All right. We got that.

utterance: And

utterance: The one on Monroe Avenue is open eight a.m. to four p.m. Monday through Friday.

utterance: All right.

utterance: Eight a.m. to three p.m. on Saturday.

utterance: OK.

utterance: And it's closed on Sunday.

utterance: Closed on Sunday, is that right?

utterance: OK. And looks like the one on Ponderosa Drive, Conroy Road, and Shelby Lane, they're all open eight a.m. to four p.m. Monday through Saturday and closed on Sunday.

utterance: OK, I got that.

utterance: All right.

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

utterance: Oh no, you helped me with everything, thank you very much.

utterance: Oh! Thank you too, Mr. Beach. Thank you for your time and patience again. My name is Shannon, if you need any help in the future, feel free to call and enjoy the rest of your day.

utterance: You too.

utterance: Thank you.


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 Reilly.

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

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

utterance: Mm OK, and for security purpose, can I get your state ID or driver's license number?

utterance: yes it's R P four zero seven five seven three.

utterance: Mm OK, also for security purpose, can I get your email address?

utterance: yes it's B Reilly R E I L L Y seven nine at Yahoo dot com.

utterance: OK, all right Mr. Reilly, then how can I help you today?

utterance: yeah, I want to report a stolen card.

utterance: A stolen card?

utterance: Yeah. I left my wallet on the bus, and when I got back, the wallet was there, but all my cards were missing.

utterance: Oh, OK, what time what time was this?

utterance: It was at UH seven thirty a.m. this morning, today.

utterance: Seven-thirty?

utterance: Yes.

utterance: Mm OK. All right. And your card. Is it connected to your savings or your checking or both them?

utterance: It's connected to my primary checking account.

utterance: Primary checking account?

utterance: Yes.

utterance: OK, can I get the last four digits of your of your card number?

utterance: yeah it is six five four three.

utterance: Six five four three. All righty we are going to cut this card off. All right this card is now locked And just to make sure there's a there is a purchase around six fifty.

utterance: Was was that you?

utterance: That was not me.

utterance: Oh, OK. the purchase is for twelve fifty. It look like it was done at a BP.

utterance: Oh, yeah someone got gas on my card. That's that's awesome. No, that wasn't me.

utterance: All right, let's let's let's see how far it went. the next purchase up is at Chipotle.

utterance: Mhm.

utterance: was that you?

utterance: No.

utterance: No, OK. This was for thirty-eight dollars. And forty-two cents.

utterance: Oh wow. Guess I know I'm feeding the hungry.

utterance: OK, we're gonna we're gonna get to the bottom of this. Do you remember the last time you purchased anything?

utterance: Not other than the bus pass, which I used cash for. The card, my last purchase on the card was yesterday. The last night.

utterance: Last night?

utterance: Mhm.

utterance: OK Yeah, we got What time last night?

utterance: it was around I wanna say five forty-five I went to the grocery store.

utterance: Five forty-five, last purchase?

utterance: Yep.

utterance: Mm OK there's the balance. Three more purchases under that.

utterance: OK.

utterance: All right, I'm glad I'm glad you got to it as soon as you did.

utterance: Yeah.

utterance: we at Intellibank, we we will reimburse, and we will make sure this is under investigation from the last purchase. A lot of these places have cameras and some type of a surveillance, so when they see the card was when used at that particular time, they will be able to catch whoever did this.

utterance: Awesome, that sounds great.

utterance: OK.

utterance: like, I said you will be reimbursed. and this is part of your checkings?

utterance: Yes.

utterance: OK, yeah we right now you're standing at a six thousand four hundred and seventy-six dollars and forty-two cents.

utterance: Yeah, that's .

utterance: I know. OK, yeah. yeah, I think from what I'm seeing, is about a two hundred dollar purchase.

utterance: Mhm.

utterance: Range from from last time it was in your wallet. This, yeah, this shit, we should be able to get this underway wrapped up pretty quick.

utterance: Oh, great, I I really appreciate the help.

utterance: Hey, no problem Mr. Reilly. is there anything else we can do?

utterance: would I be able to transfer money from my savings to my checking to prevent like an overdraft fee in case anything happens between then and now?

utterance: Yes.

utterance: OK.

utterance: Absolutely, and you have the you have the the app for Intellibank, right?

utterance: I do, yes.

utterance: OK. OK, good. Right now we will be issuing a new card. It should come within the next five business days, but you should get an email of the new information about your card, so if you need to make any purchase within that time the next two days it should be in your email about the new card, OK?

utterance: Awesome, sounds good.

utterance: All right, I'm sorry this happened to you man.

utterance: Hey, you know, happens to the best of us.

utterance: Yeah, you're right. You're right. Well, I'm glad you you keeping your head up with it.

utterance: Yeah.

utterance: Well, is there anything else I can do for you today Mr. Reilly?

utterance: no, that'll be it.

utterance: All right. Well you thank you for calling Intellibank, and you have a good day.

utterance: You too, thank you.

utterance: Thank you.


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

utterance: yes I'm wanting some information about your savings account interest.

utterance: All right. I can certainly help you with that. And what questions did you have today?

utterance: was thinking about opening a savings account and I was wanting to know the interest rate rate that was paid.

utterance: Certainly. Our introductory, basic savings account has an interest rate of point zero zero one percent, annual.

utterance: that's not very much and is there a fee associated with that account?

utterance: yes sir. With that basic savings account there is a five dollar monthly maintenance fee. Unless the balance in the account is at or above five hundred dollars, month over month.

utterance: Oh. OK. Well. I think I'll pass on that Can I get you to check the balance of my checking account for me please?

utterance: Absolutely Sir, I can help you with that. Can I get your first and last name?

utterance: Dan Thomas.

utterance: And my date of birth is five twelve nineteen sixty.

utterance: All right. Thank you sir.

utterance: And can I have you verify the last four of your social for me?

utterance: Eight zero one one.

utterance: Thank you. And then if you'll answer your security question which is the name of the street that you grew up on.

utterance: Magnolia.

utterance: All right. Thank you sir. And can I have the account number for the account you're wanting to check the balance on?

utterance: seven three zero, six nine five six eight two nine.

utterance: All right sir. I'll just verify that. Seven three zero, six nine five, six eight two nine. Is that correct?

utterance: That is correct.

utterance: All right. Thank you sir. I've got that pulled up and it's showing that you have an available balance as of today of two hundred and ninety three dollars and sixteen cents.

utterance: OK. That sounds not too bad.

utterance: how's your day going so far?

utterance: My day has been pretty good sir. It's it's been a pretty easy-going day today. Not nothing too crazy.

utterance: Not too bad? Well I've been working sixteen hours a day for the last three weeks.

utterance: Oh.

utterance: I'm about pooped out.

utterance: I can absolutely imagine.

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

utterance: Well I might need to order some checks pretty soon.

utterance: All right. I can certainly get that put in for you. And how many checks were you wanting? You can order them by the box and that is four booklets of fifty each.

utterance: Probably one box will do me.

utterance: All right. I'll go ahead and get one boxed shipped out. And let me just verify the address on your account.

utterance: Is it still sixty three Pennington Street, Canyon Country, California? Nine one three eight seven?

utterance: That is correct.

utterance: All right. That sounds good. I'll get those shipped to you. You can expect them in the mail in about three to five business days.

utterance: OK, that sounds great.

utterance: All right. Well is there anything else I can assist you with today?

utterance: I can't think of anything.

utterance: All right. Well if you'll hang on the line for me, there will be a short survey for you to fill out Let us know how we did today, and how we can better service your needs in the future.

utterance: OK. I appreciate it.

utterance: You too, sir. Have a great day.

utterance: All right. Thank you.


utterance: Thank you for calling Intellibank, how can I help you today?

utterance: Yes. My name is Jimmy Watkins and I would like to open account.

utterance: And at the same time I want to dispute a. A transaction I noticed on my. One of my accounts.

utterance: OK Mister Watkins I can definitely help you out with that. just to let you know we are on a recorded line and my name is Casey Watkins and my agent number is eight two five seven one four.

utterance: All right thank you.

utterance: mhm. OK. So I take it you are a current customer with us?

utterance: Yes.

utterance: I I have a a savings and a business account with you all.

utterance: OK.

utterance: OK. And so I can look that information up. What are the last four digits of your social security number?

utterance: Nine two nine two.

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

utterance: It is September eighteenth, nineteen sixty-eight.

utterance: OK. and OK. So I see your accounts here and So I can pull up the transactions. I'm gonna have you answer the security question that we have on file. is what is the the last name of your favorite teacher?

utterance: Khan. K H A N.

utterance: OK. and then the second one is what was the name of the city you were born in?

utterance: Sunrise, Florida.

utterance: Sunrise. OK.

utterance: OK. Perfect. All right. So I've got the account pulled up here. And so I'm seeing. Is it your. Is your business checking account? Is that what the fraudulent. Possible fraudulent charge was on?

utterance: Yes.

utterance: OK. And do you know how much the charge was for?

utterance: I don't.

utterance: No?

utterance: Yeah I don't. I. I just know what I thought it was cuz it was. It was odd cuz we made a purchase but. But the dollar amount did not match up. We made a purchase for two thousand. Like around two thousand dollars but the purchase it came back for like around thirty-five hundred dollars and I was like OK, did did we miss miss something that was charged more than. Than. Than what we thought?

utterance: OK. So. There's. I. I do see a transaction. See a transaction in the last week for three thousand five hundred and twelve dollars.

utterance: And that looks like it was to Dell Computers.

utterance: And so you're saying that this is not the correct amount that you were supposed to have been charged from them?

utterance: No.

utterance: Not at all.

utterance: OK. OK. So then what I'm gonna go ahead and do is I'm gonna open a a transaction dispute claim. And what I'm gonna go ahead and do is We have the ability to do this electronically now. so I could email you this document and then you would need to fill it out with this specific transaction information with the amount. The The vendor and the date the transaction occurred. And then let us know what the discrepancy is. And then once you get that back to us, then we can go ahead and we would refund the money to your account while we research the transaction with the vendor.

utterance: OK.

utterance: Mhm.

utterance: OK.

utterance: And So I'm just go ahead. I need you to go ahead and verify the email that we have on file.

utterance: What is your email address?

utterance: Oh my email address is basketball at Gmail dot com.

utterance: OK. Perfect. That is the one that we have on file. And so I will go ahead and get that sent over to you. and then like I said, as soon as you get that filled out then we will go ahead and refund that money and then start researching the transaction.

utterance: And then I believe that you said also that you were looking to open an additional account with us?

utterance: Yes.

utterance: OK.

utterance: And were you. What kind of account were you looking to open?

utterance: just a regular checking.

utterance: OK. Just a regular checking. So this is a personal checking?

utterance: Personal, yes.

utterance: OK. Perfect. OK. So I believe we have the information from your business checking account is is the. The name and the address. Would that be the same?

utterance: Yes. Everything matches.

utterance: OK. Everything would match for the accounts. And so this would just be. Just be you on the account or would you have another signer on here?

utterance: Just me.

utterance: OK.

utterance: All right. Just you. And then would you like to transfer money from your business account? Or would you like to deposit it to show money into the new account?

utterance: My thoughts were if I can come in and just kind of complete I mean you've done a great job on helping me understand what I have to do with the establishing of a new account and also I've made disputed.

utterance: At least you started the claim. I wanna come in. I just feel more comfortable coming in and just. doing everything. Coming in and just kind of finishing the work. The paperwork.

utterance: OK. Perfect, OK.

utterance: Yeah not a problem. we. We do have a We do have multiple branches. Do you need to. Do you need help finding the one closest to you or do you would you know where it is?

utterance: I know where it's at.

utterance: OK. All right. Well, great. And I'll go ahead and get this dispute like I said, taken care of and you will see that in your email here within a couple of minutes. And then I will just have Yeah you go into one of the local branches and then. But you feel free. Please feel free to call us back if you have any other questions.

utterance: Yes, I will. Thank you.

utterance: OK. Well thank you for calling Intellibank and I hope you have a great day.

utterance: All right. Appreciate it.


utterance: Good morning. This is Intellibank. Angela speaking. How can I help you?

utterance: Yeah, hey Angela. This is Robert Johnson.

utterance: Hi Robert. What can I do for you today?

utterance: I gotta get my grandma some money.

utterance: Oh, OK. are you looking to make an internal transfer between her account and yours if she's a member? Or are you looking to do a wire transfer if she's not a member?

utterance: she doesn't bank with you guys.

utterance: OK. Yep. So then we'll we'll want to do a wire transfer.

utterance: Yeah. That sounds good. OK. We'll go with that.

utterance: OK. Yep, I can definitely help you with that here. Just gimme a moment while I pull up my screen to get everything ready.

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

utterance: Yeah. That's June twelfth of seventy-nine.

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

utterance: Yeah. Hold on. Lemme get that from my wallet. Here it is. seventy-six three X X as in X-ray, ninety-nine seventy-one.

utterance: Thank you. You have a security question on your account. What is the color of your favorite shoe?

utterance: Oh, that's white.

utterance: That would be correct. let's see OK. Now, can you please provide me with your bank account number for which you're wanting to withdraw the money from?

utterance: Yes. Sure, I'll do it from my savings at the account number is nine nine two seven nine.

utterance: OK. Yep. That would be correct. I show that it verifies. what is the dollar amount you were looking to transfer?

utterance: Well, I was hoping to send three hundred dollars.

utterance: OK. Yep. I can do that here. Lemme get that put in. And then, is this a domestic or international transfer?

utterance: she's in Ukraine.

utterance: OK. So that would be an international. There is an additional fee for that of twenty-five dollars.

utterance: What? That's really high. Is there any lower rates?

utterance: I'm sorry. Unfortunately, no. This is the standard flat rate for the transfer.

utterance: well she needs the money, so it's fine. She's buying turnips or something with it. I don't know.

utterance: OK. do you have her routing number?

utterance: Yeah. She wrote it down. It's six zero zero, nine three seven eight, two six four one one.

utterance: OK. And can I please get her bank account number?

utterance: yeah. That's zero nine seven three two.

utterance: Perfect. OK. I've got everything set up here. Everything looks good. I'm going to go ahead and send this. you will be charged an additional twenty-five dollars like we just discussed for the transaction. And she should be getting it as soon as possible. if you wanna go ahead and let her know that it is ready for her to pick up or if she wants to go ahead and just double check that it did in fact deposit into her account, I can give you a reference number if you would like.

utterance: Yeah. I'll I'll take the reference number.

utterance: OK.

utterance: The reference number is one one three three nine, zero two.

utterance: That's zero two?

utterance: Yes, that's correct.

utterance: All right.

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

utterance: No, no. You've been good.

utterance: OK. If there's nothing else, then you have a great afternoon.

utterance: You too.

utterance: Bye bye.


utterance: Good afternoon, this is Georgia Charles from Intellibank. How may I help you, please?

utterance: How may you help me? Do you know how long I've been trying to get you guys on the phone? I mean that's not right, I mean if you guys don't know that this this this the kind of thing that makes people get angry. If you know you want to work at the bank and you want to keep our money. You make yourself available and and and and Oh right now I'm not really in a good mood to like talk because right now I'm so so so angry. The last bank I did my transaction with was crazy. I mean, you know, you why you'd? You know what? This is a new bank, right? Let me see what you guys got. I want to open an account with you people. How do I go about that, please?

utterance: We're very sorry for what happened with your other bank but opening an account with us here will have to give us some personal information about you. but before then we have savings and checkings account. let me give you a brief intro into or just tell you a little bit about what the savings account is about. savings account is a kind of account that we don't get get to give you your credit card immediately. You don't get a credit card or a debit card and you have to bank with with us for three to six months, before you can actually get to access your account as per having to withdraw your money. But then it has a very high interest rate of five percent per per annum. Then the checkings account you have instant access to your account and you have your cards. But then you have a lower interest rate of two percent per annum. So which one would you prefer to use?

utterance: You see you see this is what I don't like about you people. You you guys know how to do things to people that how can you tell me that my I have to have an account? My account I can't access my money because it's this and that. Why do you have to do that? You see why I don't trust bank bank people. I don't really trust bank people because the the this whole thing right now is so annoying right now. Is so pissed I'm pissed of right now. But you know I have so much money I have to keep it somewhere. That's why I'm I'm trying to get a new bank cuz you know, the whole thing, the whole banking system is well, my friend told me about your bank. So I want to give it a try but but I'm really I'm not I'm not I'm not impressed right now. You know, because your interest rate and whatever you told me you know, I think I'm let me just let me just go for the savings account. Let me go for the savings account and let's see how it goes from there.

utterance: Sorry for the inconvenience sir.

utterance: oh please.

utterance: we'll have to ask you some personal questions in order to helps us open the account for you. Do you mind that, please?

utterance: Here we go again, what kind of questions do you want to ask me?

utterance: OK, your first name and your last name, please.

utterance: Wow. My name is David. David Stevens, OK?

utterance: OK, Mr. Stevens, your date of birth, please.

utterance: Is that really necessary?

utterance: Yes, it is.

utterance: Oh boy. Seventeenth February, nineteen seventy-nine.

utterance: OK.

utterance: I'm forty-two, OK?

utterance: All right sir, please can we have your social security number?

utterance: You guys are so. You guys are something else man. I don't know how. OK. OK. Four five two.

utterance: OK.

utterance: Five four two.

utterance: OK.

utterance: Six seven one.

utterance: OK. OK, there are some security questions I would like to ask you. what's the name of your first pet, please?

utterance: I have a dog. I had a dog it's dead right now but I I don't have a pet anymore but when I when I had a dog his name was Bruno.

utterance: OK, Bruno. can you tell me your mother's maiden, please?

utterance: My mum's?

utterance: Yeah.

utterance: What does that have to do with my account? It's my account it's not hers.

utterance: It's a security question. It will help you access your account just in case you have any problem, we'll be sure that you are the one checking.

utterance: Fine, her name is Stacy.

utterance: OK.

utterance: Yeah.

utterance: hold on a second.

utterance: Here we go.

utterance: OK, I don't know if you have a pen to pen down your account number? So I can call it up for you.

utterance: Of course, I have a pen. I always have a pen. jeez. OK, go ahead, please.

utterance: Zero two.

utterance: Zero two.

utterance: Zero four.

utterance: Zero four.

utterance: One zero.

utterance: One zero.

utterance: Two two.

utterance: Two two.

utterance: Zero one.

utterance: Zero one.

utterance: this account number will be sent to your email as well so you can have access to it whenever you want.

utterance: Are you sure it's going to be sent to my email cuz I I really I I don't really trust you guys.

utterance: It has.

utterance: Been sent to your email. yes sir.

utterance: It has already? OK. I'll check my.

utterance: Phone. I'll check my phone and then and then I'll know. Then I'll know because I'm sick of this. I'm sick of this seriously right now I'm sick of this.

utterance: We're very sorry for the inconvenience sir.

utterance: Yeah, I hope I just pray you guys are not the same cuz man. In short, you know what? Have a good day I'm out.

utterance: All right, thank you for banking with us.

utterance: Yeah.

utterance: Thank you for you too. Bye.

utterance: Bye.


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

utterance: My name is James.

utterance: Hi James. How are you today?

utterance: I'm all right. I go by Jim.

utterance: Jim? OK thank you for letting me know. what's your last name?

utterance: Feretti. It's Italian. I know it's kinda weird name. Sorry.

utterance: OK.

utterance: No, I like it.

utterance: Well, thanks.

utterance: All right so how can I help you today?

utterance: well I was calling because I was looking on my account earlier today and I've and maybe I'm just like overthinking it but I seen a transaction that I I didn't recognize and you know I was I was out of town last week so I think like maybe it's possible that like I used it my card or something and I couldn't remember. I don't know but I just feel like it's not something that I had you know something that I had done so, I don't know, I was just hoping that maybe you could give me some insight as to like what this transaction was.

utterance: Yeah, well absolutely. That's definitely something that I can help you with and put some hopefully ease your mind a little bit on that. lemme get your account information jump right into that so I can get your account pulled up here. Do you have the account number?

utterance: I do. It's let's see here. Hold on let me check. OK it's five eight six eight six four nine two five six zero zero four seven eight seven.

utterance: Four seven eight seven?

utterance: Four seven eight seven. Yeah.

utterance: OK, perfect and is this a checking or savings account?

utterance: This is a, this is a checking account because it's the one that my card's connected to and it's the one I use to like make my transactions with and everything but I also do have a savings account that I usually will transfer out of into this account so do like like this is the account that I was concerned about so I don't know. What do you mean?

utterance: OK, no, that's I just wanted to make sure I was looking at the right account here so perfect. Now a couple more quick security questions for you. Can I have you verify your date of birth?

utterance: OK.

utterance: Yeah, it's August tenth seventy-four.

utterance: Seventy-four OK.

utterance: Yeah, I'm I'm old. I know.

utterance: No. No, no you're not. Not yet. Now can you also.

utterance: Nice.

utterance: My FY , sorry go ahead.

utterance: Can you also verify for me your security question. It looks like the name of the street you grew up on.

utterance: Ooh, the street that I grew up on? let's think. I think it was First Avenue.

utterance: First Avenue. That's perfect. That's exactly what I've got. Thank you. All right.

utterance: That was a long time ago. Sorry can't always remember.

utterance: You're fine. OK so we've got that information pulled up here OK so can you tell me a little bit more about the transaction?

utterance: yeah. I I see a charge for, it was like twenty-six dollars and eight cents or something and the it said the vendor was like, it was just like this weird code. It wasn't like a specific like like store or something which I thought was kinda odd because I don't remember spending like twenty-six bucks on anything. Like I I remember like I went out to dinner and I remember I went to GameStop but I spent like a hundred and something bucks there so like this this is not making sense to me.

utterance: OK yeah that's definitely alarming. Do do you let anybody borrow your card or?

utterance: No, never.

utterance: No? OK. So I do see the, a charge here for twenty-six dollars. Was that the same one you were looking at? OK. And what what day was it on that you noticed it?

utterance: Yeah.

utterance: well I I noticed it this morning but it said the date was the fifteenth.

utterance: OK. Yeah so I do see that here and you're right it is a weird sort of name. It's just a bunch of numbers and letters.

utterance: Well I don't I don't wanna like I don't know. Is there a way to dispute it?

utterance: Yeah, so what I can do here is go ahead and first block your card so that no more transactions can go through. Unfortunately that means you won't be able to use it either but I can start sending you a new one right now.

utterance: Well how long is that gonna take?

utterance: It can take three to five business days but I can also give you the online banking information to get your virtual card in the meantime so you can use it online.

utterance: Oh, OK. Well I mean if if you say it's gonna only take like three or four business days like I don't think that I really need it till then so that's fine.

utterance: Yeah OK then perfect so I went ahead and I've already blocked the card just to make sure no more fraudulent transactions can go through.

utterance: thank you.

utterance: Absolutely and I did already start a dispute for the twenty-six dollar charge from the fifteenth and it pended until today. It just it did post today so I went ahead and submitted that. It can take about seven days for that dispute to come back and the funds to be refunded back to your account.

utterance: OK but it but it is going to refund, then, back to my account?

utterance: If they find that the transaction was fraudulent they do an investigation which I don't know too much about but I just start the process here for you and then I can give you a confirmation number here in just a moment.

utterance: OK perfect.

utterance: OK. You ready for that confirmation number?

utterance: Yeah, go right ahead.

utterance: OK it's gonna be one two A four four seven B.

utterance: OK then let me read that back. It's one two A, as in alpha four four seven B, as in bravo.

utterance: That's correct.

utterance: All right perfect. Thank you.

utterance: Yes, so what's gonna happen is someone from our security department is gonna call you in about twenty-four to forty-eight hours and they'll give you more information about the dispute.

utterance: Perfect, I'll be waiting for it.

utterance: OK and I'm hoping that everything's OK but have I taken care of the reason for your call today?

utterance: Yeah, I think that's pretty much all I needed.

utterance: OK, wonderful. Well expect that letter in the mail with your new card in three to five days. And you try to enjoy the rest of your day.

utterance: Perfect. Thank you very much. You have a good day, as well.

utterance: Thank you so much. Bye bye.

utterance: Bye.


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

utterance: Monica Galinski. Hi Peter.

utterance: Hi Monica. How are you doing today?

utterance: Oh I'm doing fine.

utterance: How can I help you?

utterance: actually I just moved into town and I'm having a hard time locating a ATM. for. For whatever reason I just can't find one.

utterance: OK.

utterance: can you help me with that and tell me.

utterance: I absolutely can help you with that.

utterance: Do you want to give me your address? Your. Your current home address? And I can show you. I can. Tell you where there are ATMs close to you?

utterance: OK.

utterance: Sure. So I'm at two seven four Bullfrog Road.

utterance: Two seven four Bullfrog?

utterance: Yep.

utterance: OK. Putting that into my computer. My computers running a little slow for the moment.

utterance: OK.

utterance: Looks like I'm pulling up two seven four Bullfrog Road. Is that. What state is that in?

utterance: Vermont.

utterance: OK. And what city?

utterance: Stowe.

utterance: Stowe?

utterance: Vermont. OK. It looks like we have A. A an ATM just down the street from you.

utterance: Really? I walked so many times. is it in a. What kind of a building is it in?

utterance: Yeah.

utterance: It's actually in the Kwik-E-Mart on the corner of Bullfrog and Lilly Pad.

utterance: Is it outside? Or do I have to go inside?

utterance: It's it's right.

utterance: Inside the Kwik-E-Mart.

utterance: Oh. I. I. I never went inside.

utterance: So, and it looks like it's about fifty. Fifty yards away from you.

utterance: Is that the only one in town?

utterance: that is not the only one in town. We have, in Stowe we have three-hundred and forty-one ATMs in Stowe.

utterance: Well that makes me look like I'm a

utterance: Mhm.

utterance: There is a, a. Do you have the. The mobile app downloaded?

utterance: I don't.

utterance: OK. If you download the Intellibank mobile app there will be. You can use that and It'll take your location and tell you where the closest ATM is.

utterance: So in the future if you were. It'd be more convenient than calling me or waiting online.

utterance: OK. What if I use a different ATM? What are your fees?

utterance: What are our fees for if you are in the star network? There are no fees. if you are out of the star network it is two dollar fee per per usage.

utterance: Per transaction? OK.

utterance: Per. Yes.

utterance: Per transaction.

utterance: OK. I guess I'm gonna walk again to that store.

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

utterance: Actually, yes. Could you please check the balance on my account?

utterance: Sure.

utterance: OK. So. Can you give me your birthdate please?

utterance: February twentieth nineteen seventy-four. Alright. And your account number?

utterance: I don't know it.

utterance: Do you have a credit card number or anything else that can help me locate your account?

utterance: I do. Hold on a minute let me get it out.

utterance: OK. The credit card number is three four one one.

utterance: Three four one one.

utterance: One zero nine one.

utterance: One zero nine one.

utterance: Four four five two.

utterance: Four four five two.

utterance: Eight one-hundred.

utterance: Eight one zero zero.

utterance: Yes.

utterance: OK. And for security measures, what is the. What is your first pets name?

utterance: Momo?

utterance: Momo?

utterance: Yep.

utterance: And how do you spell that?

utterance: M.

utterance: M O M O.

utterance: M O M O. OK. that seems to check out too. OK. So, I have two checking accounts. And a savings account. Which were you liking the balance for?

utterance: The one. The eight one-hundred.

utterance: The eight one-hundred?

utterance: OK. That currently has a balance of one thousand, one hundred and twenty-three dollars and ninety-six cents.

utterance: OK.

utterance: OK.

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

utterance: I'm just gonna get myself ready to walk down the street and find the ATM.

utterance: OK.

utterance: Well thank you for. Very much for calling Intellibank and we look forward to speaking with you soon.

utterance: Thanks Peter.

utterance: Alright. Bye bye.

utterance: Bye.


utterance: Thank you for calling Intellibank customer services. My name is Steven. who am I speaking with today?

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

utterance: Good morning, Mr. Thomas. And how can I help you?

utterance: I I need to check my account balance of my checking account, please.

utterance: Absolutely. I I can definitely help you with that. Can I have your date of birth, please?

utterance: May twelfth nineteen sixty.

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

utterance: Eight zero one one.

utterance: Thank you. And then as a added level of security today, if you could just verify your identity by answering the following question. what is the name of your first grade teacher? Or what was the name of your first grade teacher? Sorry.

utterance: I don't remember.

utterance: All right, sir.

utterance: I. I can't.

utterance: I can't think of it.

utterance: OK. would you like to attempt? Do you think you might be able to think of it?

utterance: I can try Green G R E E N. Is that is?

utterance: no, sir. unfortunately that's not it. let me see if you have a a backup method for verifying your identity. no. It does appear this is the only security question associated with your account. unfortunately sir, without being able to verify that, just for your security, I'm not going to be able to access your account.

utterance: OK. do you have another method that I can access my account or maybe reset my security question? what what do I need to do?

utterance: yes. if you have online banking set up, you can log in to that and it will give you the options to reset your security questions . Do you have online banking set up with us?

utterance: I do not.

utterance: All right. well unfortunately, I can't set you up without being able to verify that security question. so you will need to visit one of our branches near you in person so they can verify your identity and they can get that security question updated for you and then they can also get you set up for online banking there if you'd like to do that at the same time.

utterance: OK. could you direct me to the closest branch near my address?

utterance: Absolutely, sir. can I have your address please?

utterance: It is seventy-six Sunbeam Drive Canyon Country, California nine one three eight seven.

utterance: All right. And that's seventy-six Sunbeam Drive Canyon Country, California nine one three eight seven, correct?

utterance: That is correct.

utterance: All right. Let me just pull that up here and see what the nearest branch is to you. All right. It looks like we do have a branch about ten miles from that location. would you like the address for that branch?

utterance: yes, please.

utterance: All right. That's gonna be one five five Magnolia Avenue and that's also in Canyon Country.

utterance: OK. That sounds great. can you tell me what the hours of the branch is and what days they are open?

utterance: Absolutely. that branch is going to be open from eight a.m. to five p.m. Monday through Friday and then they are also open on Saturdays from nine a.m. to two p.m..

utterance: OK. Yeah. Sounds good.

utterance: All right.

utterance: And when you go to get that taken care of, just bring your ID with you and social security card in case they need a second form but I believe they can do it just with your a picture ID.

utterance: OK.

utterance: All right, sir. Well I apologize for not being able to help you today but is there anything else I can try and assist you with?

utterance: I can't think of anything.

utterance: All right, sir. Well if you'll just hang on the line for me, there is going to be a brief survey you fill out to let us know how we did today and how we can better assist you with your banking needs in the future.

utterance: OK.

utterance: All right. And if there's nothing else then you have a wonderful day.

utterance: All right. Thank you.

utterance: Thank you.