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

utterance: Yes, Monica Stephens.

utterance: OK, Ms. Stephens. And also can I get your date of birth?

utterance: One one nineteen sixty. Sorry about that.

utterance: You're fine. Also for security purposes can I get your state ID or drivers license?

utterance: Yes. P G one three three seven four A.

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

utterance: Pineapple hat at Gmail dot com.

utterance: Mm OK. And what can I do for you today Ms. Stephens?

utterance: I wanted to wire some money to a relative. Is that possible?

utterance: Yeah, we can do that.

utterance: OK.

utterance: And would this transfer be coming from your checkings or savings account?

utterance: It'd be my savings.

utterance: Mm OK. Can I get the savings number?

utterance: Yes, A A zero zero one four five five six zero zero nine eight.

utterance: Mm OK. And how much are we transferring today?

utterance: I'm gonna do two thousand.

utterance: Two thousand?

utterance: Yes.

utterance: Mm OK. All right. Now can I get the recipient's name?

utterance: Yes, Mary Wright.

utterance: Mary Wright?

utterance: Yes.

utterance: OK. W R I G H T?

utterance: Yes.

utterance: OK. Well because you did this already we we already have her saved on file, so.

utterance: Oh OK, great.

utterance: We got everything under control there. All I need you to do is confirm the last four of her account?

utterance: Five three three six.

utterance: Mm OK. All right.

utterance: All right. Ms. Mary is having the transfer done right now.

utterance: OK.

utterance: Your reminder out of your savings account is now five thousand eight hundred sixty-eight dollars and forty-two cents.

utterance: OK.

utterance: Mm OK.

utterance: And did you want a update on my email?

utterance: Update on your email. Do you need to update your email? That's what you're saying? OK, OK.

utterance: Yes.

utterance: Yes, yes.

utterance: Yes.

utterance: Alrighty, we can do that as well.

utterance: OK.

utterance: All right what's the new email?

utterance: Organic peach at Gmail dot com.

utterance: Organic peach?

utterance: Yes.

utterance: Mm OK, someone like fruit.

utterance: Yes I do. Love it.

utterance: The A that's that's God's candy right there.

utterance: Yes it is.

utterance: All right. And that's organic peach at Gmail dot com?

utterance: Yes.

utterance: OK. And just a heads up Ms. Ms. Stephens,

utterance: That Ms. Mary, the transfer should hit her account within forty-eight hours.

utterance: OK.

utterance: depending on her banking it it usually happens between now and literally forty-eight hours, so just give her a heads up.

utterance: Oh OK I'll give her a call and let her know.

utterance: All right.

utterance: OK. That's cool. do you have the the app by any chance?

utterance: Yes.

utterance: OK. On the app you if you go to transfers you should see all her information but you can also do transfers with the app.

utterance: Oh OK, OK.

utterance: OK.

utterance: that's just in case you call and we're too busy. I know a lot of people been been on hold and waiting for. Yeah so the app kind of cuts cuts in the middle man on that one.

utterance: Oh OK.

utterance: Oh OK.

utterance: OK. but other than that is there anything else I can do for you?

utterance: no, that's about it.

utterance: That's about it?

utterance: Yeah.

utterance: OK, well you have a lovely day, Ms. Stephens.

utterance: You too, I appreciate your help.

utterance: Aww that's no problem, thank you for calling Intellibank, you have a nice day.

utterance: You too, Bye bye.

utterance: Bye bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Yeah hey. my name is Benjamin Smith.

utterance: Hi, Ben. How can I help you?

utterance: Yeah I'm over at the west gate plaza. And your ATMs broken.

utterance: Oh, no. That. That's not good. I could help try. I can help to try to troubleshoot it if you'd like.

utterance: Are you getting any error messages?

utterance: No. I mean the things just It's not turning on. Like the screens blank, everything. Yeah I think it's completely broken.

utterance: OK. I will go ahead and I will get somebody out there to get. Take a look at that and hopefully get that fixed. I'm very sorry about this inconvenience.

utterance: we have another ATM nearby. It's about five miles down the road.

utterance: It's at eight oh nine Hanson Lane.

utterance: Oh. That's That's kinda. Kinda far. Let me check my GPS real quick.

utterance: Oh, no. Not with traffic the way it is midtown. hey what's the nearest branch?

utterance: Certainly. I can look that up for you. Just one moment here.

utterance: It looks like the nearest branch from that ATM is about a half mile down the road. And that address is twenty-six oh eight. Oak Road.

utterance: there's traffic. OK. Yeah. That. That'll work I guess.

utterance: Again Sir, I'm very sorry about this inconvenience.

utterance: I can offer you another couple branch locations. They are a little bit further out.

utterance: no, no. That's fine. That's fine. how late are you guys open till?

utterance: that branch is open until eight p.m..

utterance: OK. Yeah. I've got enough time then. I guess I can just catch it after work then.

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

utterance: No, no. That's fine.

utterance: OK. Again I do apologize for the inconvenience and thank you for calling Intellibank.

utterance: You have a great day.

utterance: You too.

utterance: Bye bye.


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

utterance: Hi. I would like to transfer money from my checking to my son's checking, please.

utterance: All right. before I can help with your request, I need to ask you a few questions to verify your account information.

utterance: OK.

utterance: All right, sir. Can I get your first, last name, and date of birth?

utterance: my name is Kenny Becker.

utterance: Is that K E N N Y?

utterance: Yes.

utterance: Kenny Becker?

utterance: Yes. And my and my date of birth is eleven three one nine seven four.

utterance: OK. So that November third, nineteen seventy-four?

utterance: Yes, yes. your name your name. you really have a very nice name.

utterance: Oh, thank you, Mr. Becker. That's very sweet of you. That is actually my mother's favorite flower.

utterance: Oh well, she did good.

utterance: Thank you very much. I'll make sure I tell her that.

utterance: Oh, thank you.

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

utterance: My driving license number. let me find it.

utterance: All right. Take your time, sir.

utterance: OK. All right. It's five one nine six five three four eight six.

utterance: All right, sir. That number was five one nine, six five three, four eight six?

utterance: Yes.

utterance: All right. Thank you very much. And for security purposes, could I have the last four digits of your social?

utterance: yes. It's seven four six nine.

utterance: Seven four six nine?

utterance: Yes.

utterance: All right. And lastly, I need you to verify your phone number I have on file here. It is three six zero four three seven zero eight three nine.

utterance: Yes, that's correct.

utterance: All right, sir. And you said you wanted to make a transfer?

utterance: yes. From my checking to my son's checking.

utterance: All right. Is that an internal account, sir?

utterance: yes.

utterance: OK. So, you want from checking to your son's checking account?

utterance: Yes.

utterance: Could I have the your account, please?

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

utterance: Four seven zero hold on. I gave you That's the wrong number.

utterance: No Oh. No problem.

utterance: Sorry about that.

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

utterance: All right. Lemme repeat that back to you. Five one four, three three six, seven zero seven five?

utterance: Yes.

utterance: All right. The current balance on that account is six thousand eight hundred and ninety-three dollars and forty-three cents.

utterance: how much would you like to transfer into your son's account?

utterance: Mkay. That was six thousand account?

utterance: Yes, sir.

utterance: Six thousand and let me transfer a thousand.

utterance: OK, you would like to transfer a thousand from this account to your son's account?

utterance: Yes, please.

utterance: All right. Could you give me the checking account number for your son's account, please?

utterance: Yes.

utterance: It is five eight six, zero two four, three seven, seven two.

utterance: OK. Again, lemme repeat that back to you. Five eight six, zero two four three seven seven two?

utterance: Yes.

utterance: All right, sir. Give me one moment while I transfer that thousand from your checking to your son's checking account, please.

utterance: All right.

utterance: All right, sir. I have completed that transaction for you. It should take anywhere from ten minutes to the next two hours for that transfer to complete.

utterance: OK.

utterance: OK.

utterance: I have a confirmation number for you. Would you like that?

utterance: yes. And you said how long would the transfer take?

utterance: Oh. It should take anywhere from five minutes. The next five minutes to the next two hours.

utterance: OK.

utterance: And would I be able to make another transfer today?

utterance: Yes, sir. If you need to make another transfer today, that transfer won't interfere with that transaction.

utterance: OK.

utterance: Thank you.

utterance: OK, your confirmation number is nine zero five.

utterance: All right.

utterance: Four four nine six three oh, one five.

utterance: All right. Thank you.

utterance: Will that be all

utterance: for you today sir?

utterance: that's it.

utterance: Right. Thank you, Mr. Becker, for your time and patience. Again, my name is Hyacinth. Enjoy the rest of your day.

utterance: All right.

utterance: Thank you.


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

utterance: Yes, hey Jerry. my name is Evelyn Richards and I would like to update my phone number as well as a wire transfer please.

utterance: I'll be glad to help you with that Miss Richards. How's the day going today?

utterance: Oh the day's going pretty good. How about you?

utterance: Terrific, terrific. It is happy to help you and assist you with your updating your phone number and wire transfer. I just need to confirm some information for you. if you would Miss Richards, what's your date of birth?

utterance: It's eleven eleven eighty-four.

utterance: And what is your account number?

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

utterance: OK, terrific. And and Miss Richards, if you would just for security purposes, what is your mother's maiden name?

utterance: Sanchez.

utterance: Sanchez. Thank you for that Ms. Richards. And if I could ask what you wanted to update? Is it your home phone number or your cell phone number?

utterance: I wanna update my home phone number.

utterance: OK. And what did you wanna change that too Miss Richards?

utterance: OK. I wanna change that to four seven eight three six one eight oh three one.

utterance: OK. That number is four seven eight three six one eight zero three one?

utterance: Yes.

utterance: Terrific. And I believe we've got that updated for you Miss Richards.

utterance: And can I do this update online?

utterance: Absolutely Miss Richards, great question. you can go online with online banking and there you'll be able to update all of your account information including your address, your home phone, cell phone number, you can get your bank statements as well.

utterance: Very good. OK, thank you for that.

utterance: And is I also recall that you wanted to go ahead and do a wire transfer, is that correct?

utterance: Yes, I would like to do a wire transfer to pay a bill.

utterance: OK, you wanted to pay a bill? And with which account did you wanna pay that through?

utterance: My checking account.

utterance: And with the checking account what is that account number? I believe it again?

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

utterance: OK. I put that into the system.

utterance: And could you repeat that number for me?

utterance: OK sure. the account number is three two eight one seven four six one zero four nine one. That's the account number that you'll be sending funds to.

utterance: Yes.

utterance: OK. And.

utterance: I also wanted to update my email address. I don't know which one you have. whether it's E Richards one at mail dot net or Evelyn Richards at mail dot net.

utterance: go right yeah it appears we've got Evelyn Richards at mail dot net net.

utterance: Yes, that's it, that's correct.

utterance: OK. and what is the amount that you wanna transfer?

utterance: OK. I'd like to transfer a hundred dollars. cuz I wanna pay a bill, so I wanna pay a hundred dollars to Home Depot.

utterance: OK.

utterance: Please.

utterance: OK. To Home Depot, a hundred dollars. And what is the account number that you're sending it to?

utterance: To nine eight four six five nine.

utterance: OK. And what is their routing number?

utterance: Their routing number is six one zero four nine one.

utterance: OK. The routing number is six one zero four nine one. We've got that input for you there Miss Richards for a hundred dollar payment wire transfer to the Home Depot.

utterance: Great, thank you so much.

utterance: And just so that you know Miss Richards, you can also go online and you're also able to initiate wire transfers right online with our online banking system.

utterance: Well that is wonderful. I I that would be very helpful and everything and you know I wanted to just mention the vaccine mandates they have, you know, I'm I'm just concerned about that. but I'm glad that you know, we're getting some things done with the COVID nineteen.

utterance: Yes ma'am, I fully understand what you're saying there Miss Richards, I think a lot of folks are are concerned about what's going on with COVID, and all we can do really is just do our best to stay safe.

utterance: I agree.

utterance: Miss Richards, is there anything else I could help you with?

utterance: No, not today.

utterance: Well Miss Richards, thanks for calling Intellibank and we certainly do appreciate the business.

utterance: You are welcome.

utterance: Bye bye.

utterance: Bye.


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

utterance: yeah, I just got a notice in the mail saying something is wrong with my account. I don't know why this sort of thing always always happen to me. can you please help me with this?

utterance: yes, sir I certainly can. before I complete your request, I need to ask you a few questions to verify account information first.

utterance: All right.

utterance: OK, sir could I have your first and last name, please?

utterance: Yes, my name is Dan Walker.

utterance: All right, Mr. Walker. Could I have your date of birth?

utterance: Yes my date of birth is Ten thirty-first nineteen seventy-four.

utterance: All right, you said ten thirty-one nineteen seventy-four.

utterance: Yes yes.

utterance: All right sir, for authentication purposes, could I have your driver's license number, please?

utterance: Yes, you sure can. It's six one nine five two four nine six nine.

utterance: All right, sir, you said it is six one nine five two four nine six nine.

utterance: Yes Ma'am.

utterance: All right and for security questions. could you please give your mother's maiden name?

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

utterance: All right, sir, I have your file here. So you need to check your account balance you say?

utterance: Yes yes, please.

utterance: will that be a checking or savings account?

utterance: I believe to my checking.

utterance: All right, sir, so you're gonna check the balance on your checking account.

utterance: Yes.

utterance: Could you give me that account, please?

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

utterance: All right, again that number is five one four three three six seven zero seven zero.

utterance: Yes.

utterance: OK, sir. You currently have an account balance of five hundred and fifty-nine dollars and twenty cents. Does that sound accurate to you?

utterance: yes, that sounds about right.

utterance: All right sir. It looks like you had a check that was coming through that actually was declined and reprocessed. I'm not sure what happened with your account, perharps it tried to go through before the balanced showed. cuz sometimes the the check will try to process before you get your deposit in but you also have it connecting to your savings account. So looks like what happened was your savings was withdrawn of the five hundred dollars so that it can cover that check.

utterance: Oh.

utterance: Oh.

utterance: OK.

utterance: OK.

utterance: Sorry about that sir, is there anything else we can do for you while we're on the phone?

utterance: OK, how much you say I had in that checking?

utterance: Right now your current balance is five hundred and fifty-nine dollars and twenty-five cents.

utterance: OK. Do I have a do I have any fee somehow?

utterance: I know sir, there's no fees because you have it connecting to your savings. It automatically transfers money into that account, so it actually catch that catch any overdrafts anything like that before there's an overdraft fee.

utterance: OK, but my savings is low you said?

utterance: would you like to check that savings account balance?

utterance: Yes, please. If you don't mind.

utterance: OK, sir. Could you give me that number, please?

utterance: Yes, my savings account number is five one four eight one nine nine two nine zero.

utterance: OK, that is five one four eight one nine nine two nine zero.

utterance: yes, it is.

utterance: OK, give me just a moment while I look that up.

utterance: All right.

utterance: sir, your current balance on your savings is six oh five.

utterance: Oh All right.

utterance: OK, so there's nothing to worry about on that front and it looks like you actually, have a deposit coming through on your checking. So later on, if you want to you can do a transfer but for right now both of those accounts are fine.

utterance: OK that sounds great.

utterance: OK sir, would you like any other information? Maybe some information about online banking so that if you get a letter in the mail like that you can just check that online yourself.

utterance: yes, could you give me a few things, please?

utterance: Yes, sir. for your online banking you can actually go to our website at Intellibank dot com. On that main web page there should be two tabs in the right corner. The tab that's focused on the right should have. you should click on that. And it will go to the area where you can sign up for online banking. You'll need an email address some personal information and you can set that up and then you'll be able to access your account online. Your savings your checkings and you'll be able to check your balance make transfers or. And they'd walk you through the process so you don't have to worry about being a little confused or anything like that for that.

utterance: All right, sounds great.

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

utterance: No, that's it you helped me with everything.

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

utterance: All right, thank you.

utterance: Thank you. Bye bye.


utterance: Intellibank, my name is Ashley, how may I assist you today?

utterance: Hi, yes ma'am I'm calling because cause I need to update some of my personal information.

utterance: OK, I'll definitely be happy to help you with that let me go ahead and get you verified then I'd be able to process your request. First off, may I have your name and date of birth please?

utterance: yes ma'am. Hailey Parker, four fifteen nineteen eighty-nine.

utterance: Thank you, and your phone number?

utterance: Three one five four four four two two three seven.

utterance: Thank you, and your credit card number?

utterance: It is five three five three four five nine zero two three four eight one nine six three.

utterance: Thank you, and finally your security question which is your birthplace?

utterance: Chattanooga Tennessee.

utterance: great place. Alright and what can I help you with today Mrs. Parker?

utterance: OK, it's probably gonna be a few things but the first thing I need to do is to update my E mail address.

utterance: OK, that is

utterance: And

utterance: Sorry.

utterance: No that's OK, go ahead.

utterance: yeah that's gonna be Hailey Parker one four three at G mail dot com.

utterance: OK, all right let me just update that for you real quick all right and save changes. Alright, so that is updated for you and effective immediately is there anything else that I can assist you I can assist you with today Miss Parker?

utterance: Yes ma'am I'd also like to cancel an account and transfer the funds.

utterance: OK, all right I could definitely help you with that not a problem. What is the account number for the account that you are wanting to close?

utterance: It's gonna be the three four six seven two three nine.

utterance: OK, all right and I see this particular account has a remaining balance of five thousand dollars and is there a particular reason for the closure today?

utterance: I just don't need it anymore.

utterance: OK, understandable. I would notate that here. Alright and what type of account will you be transferring it to, checkings or savings account?

utterance: I'd like to transfer all of the money into my checking account please.

utterance: OK, perfect. I'll be happy to help you with that. And what is the routing number for your checking account please?

utterance: It is three four five eight seven six three two one.

utterance: Thank you and the account number for your checking account?

utterance: It's going to be two one one seven six five eight.

utterance: OK, thank you. Let me just pull that up here. OK so your checking account has a balance of eight hundred and fifty dollars so we'll be transferring the balance from your savings which was five thousand to your checking account the transfer, it would be submitted and it would be finalized within twenty four to forty-eight hours and you'll be able to see your updated balance on your checking account after at least that. OK? all right and.

utterance: OK.

utterance: Thank you

utterance: So much. And I do have one more question for you

utterance: You're welcome.

utterance: Sure, go ahead.

utterance: is is there any way that I can set up online banking and do this my self in the future without having to go

utterance: Yes actually there is. I'm glad you asked. you can go two two different things you can do. You can go online to Intellibank dot com or go to the app store and download the Intellibank app. You just create the user name and password most likely they'll ask you for your personal and banking information in other to verify you so just make sure you have that info available when you are creating the account. you can then go into your profile settings and update all of personal information there after you have created the account OK?

utterance: OK great that sounds really easy thank you so much.

utterance: You are welcome is there anything else that I can assist you with?

utterance: Come to think of it, I'm sorry I gave you the wrong phone number earlier. Can I update it to a new one?

utterance: Sure.

utterance: OK the new phone number is going to be three one five six seven seven three four two four.

utterance: OK, repeat that back to you three one five two six seven seven three four two four?

utterance: Yes ma'am.

utterance: Excellent, OK, so that has been updated, effective immediately. Is there anything else that I can assist you today Miss parker?

utterance: No, thank you I appreciate all your help.

utterance: Alright, you are very welcome, it's been a pleasure assisting you enjoy the rest of your day.

utterance: You too, thank you so much again.

utterance: You are welcome, bye bye.


utterance: Hello. My name's Josie with Intellibank. How may I help you, s~.

utterance: Hi, Josie. I'm looking to go out tonight with my with my friends, and I need some cash.

utterance: Oh, OK. are you looking for an ATM?

utterance: yes, ma'am. where can I find the nearest ATM? And could you also tell me if that ATM location, if there's also a banking institution with Intelligence Bank?

utterance: Oh, well, did you mean Intellibank?

utterance: yes, ma'am. I Intellibank.

utterance: Oh, OK. I just. I'm sorry. I just wanted to make sure that you're calling the right bank. Thank you very much. so you're looking for an ATM and to understand if there is a branch located nearby?

utterance: Yes, ma'am.

utterance: OK, one moment. can you give me your address where you're located?

utterance: yes. across the street from me is a a Walmart. But I think my address is around twelve hundred Vassal Drive in Austin, Texas.

utterance: OK, twelve hundred Vassal Drive. Can you spell the street name?

utterance: Sure. it's Vassal, V A S S A L.

utterance: Vassal Drive. Thank you. And that's in Austin, Texas. Understood. One moment. And let me look that up, and I'll see if I can find a branch nearby. OK, sir. I did find one. it's about five miles away, not to far from you. There is not a branch nearby. would you like that address?

utterance: yes, please.

utterance: OK. do you have something to write with, sir?

utterance: give me a moment. here we are. All right, I got a pen in hand. I'm ready.

utterance: OK.

utterance: Thank you, sir. the address is forty-four Cherry Wood Way. That is in Austin. It looks like it is two miles away from your location right now. I should advise you, there is not a branch location there. It is just an ATM. if you are also looking, there is another location that's actually a little bit closer. It's at one twenty-two Smithville. And it is not one of our own ATMs. they will charge you a three percent fee for withdrawals and their withdrawal limit is five hundred dollars. ours is two hundred dollars. but we will not charge you a three percent fee for that.

utterance: OK, thank you. that's that's within walking distance for me. I'll I'll I'll head to y'alls ATM.

utterance: Excellent. Is there anything else I can do for you sir?

utterance: sure. while I'm at it, would you mind if I check the balance of my checking account since I'm about to spend a whole lot of money? I actually lost this bet with my friend that Andrew. Andrew Custimore was going to win the boxing tournament, right? And it turns out, Mr. Custimore lost against Muhammad Bali. And so anyway, the since I'm the loser, I have to buy him a a nice steak dinner. So but anyway, I I'm I'm rambling. Sorry about that.

utterance: I'd be happy to look up your balance, sir. could you give me your account number?

utterance: yes, it's. One moment, please. I got it written down in my wallet somewhere. Oh, OK. I found it. My bad. it's nine zero zero one five five.

utterance: Thank you. nine zero zero one five five. Is that correct, sir?

utterance: yes. And if you need my driver's license number as well, it's two four six five six nine seven.

utterance: Thank you. One moment. Let me pull up that account. OK, could I get your first and last name, sir?

utterance: yes. It's John Smith. And just in case you need it, I was born on March twentieth, nineteen ninety seven.

utterance: Thank you, Mr. Smith. One moment, please. Let me look up your account. OK, I have your information here. May I also get your mother's maiden name?

utterance: My mother's maiden name is Jeffries.

utterance: That is what we have on file. Thank you for confirming that. Mr. Smith, I see a balance of nine thousand two hundred and twenty-two dollars and fifteen cents. that is in your checking account. Would you also like a balance in. From your savings account?

utterance: no, that'll be fine. so I got nine thousand dollars? OK, I think that I think that should be enough to quell this gambling dispute, don't you think?

utterance: Sounds good to me, sir. Is there anything else I can do to help you?

utterance: that'll be it, Josie. You've been a wonderful help. Thank you.

utterance: All right, have a wonderful evening.

utterance: Thank you. Bye, bye.


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

utterance: Hi Sherry. I seem to have lost my debit card over the weekend. I need to cancel it and order another new one and see if there's any transactions on it.

utterance: Sure sir . Let's go ahead and get this started for you. Can I have your first and last name?

utterance: It's going to be Jacob Lamp.

utterance: OK. And your birthday?

utterance: Three thirteen two thousand and one.

utterance: And do you have your account number?

utterance: Yes. It's gonna be zero zero one three five nine oh eight five six.

utterance: Thank you. And can you verify the last four digits of your social for me?

utterance: Eight eight two zero.

utterance: Great, thank you. now for security reasons, can I have the name of your high school?

utterance: Belmont High.

utterance: Great. OK. And do you remember where the last place you used your card at? And the possible date you lost it? That way I can check to see it it's been used.

utterance: A seafood restaurant was the last place I used it and that was Saturday. So ten nine twenty-one.

utterance: OK. So I'm looking here, I see a charge for a hundred and twenty-three dollars and sixty-nine cents to Cap's On The Water on Saturday. Is that where you were?

utterance: Yep. That's it.

utterance: Well thankfully there has been no extra charges after that. did you by chance call the restaurant?

utterance: Yeah they hadn't seen it. I probably dropped it in the parking lot. Is there going to be a charge to order a new card though?

utterance: No sir, we'll order one for free for you.

utterance: OK. Have you eaten there?

utterance: No, I haven't. Was it nice?

utterance: Yeah, the food is great and the view is great as well. But personally the staff was a little rude.

utterance: I'll have to keep that in mind. Thanks for the info. So I'm going to go ahead and cancel that card for you and order you a new one. can you verify your address for me?

utterance: Yeah of course. It's gonna be nine oh two Cardon Court Cincinnati Ohio five four three nine two.

utterance: OK great. well I'm so sorry that you lost your debit card, I know it can be frustrating but we'll get this new one out to you. it should arrive within seven days. If you do not receive it, please call us back on day eight so we can expedite you a new another one. when it gets there alls you have to do is just call the number on it and set up your PIN and you'll be ready to go.

utterance: OK. So is there an easier way of doing this instead of calling in?

utterance: Yes sir. if you download our mobile banking app you can do it right from your phone. you may even pause the card, say if you left it somewhere and you wanted to pause it until you retrieved it and then when you got the card back you can just turn the card back on.

utterance: I'm not sure if I'll know how to do that.

utterance: there's actually a video on our app that shows you everything in detail.

utterance: OK that makes sense. It's easier. Thanks. What's the app called I need to download?

utterance: It's Intellibank mobile banking. once you type that into the search bar you'll see the app pop up it's the one with the large yellow I.

utterance: Thanks, sounds easy to find. I'll go ahead and download that and get my new card.

utterance: if you have any questions please don't hesitate to call back. is there anything else that I can help you today with Mister Lamp?

utterance: Nope, that's gonna be all. Thank you.

utterance: Of course. Well thank you for banking with Intellibank, and have a great day.

utterance: You too. Bye.

utterance: Bye.


utterance: Good afternoon. It's a great day at Intellibank. How can I help you?

utterance: Yes. I'm a new customer and I'd like to get the balance of my checking account. And I'd also like to open up a new savings account.

utterance: OK, great. so let's let me get some basic information from you and we'll get your new account opened. May I have your first and last name, please?

utterance: Yes. my name is John Meadows. M E A D O W S.

utterance: great. And what is your date of birth, please?

utterance: January fifteenth nineteen seventy-five.

utterance: OK. And can I have your social security number, please?

utterance: you mean the last four?

utterance: You can give me the last four. That's fine.

utterance: Yes. let's see now. I've gotta put that in my head. I gotta do the whole six three five five.

utterance: got it. And what's the address we have on your account?

utterance: seven five three Dogwood Street, Phoenix, Arizona eight five oh oh three. that's the address I gave you, but I'd like to correct it if I may. And it's not Dogwood Street. It's Dogwood Road.

utterance: OK. Great.

utterance: OK. Great. Thank you for that. We'll get that changed here. And just a couple other questions. what's the name of your first pet?

utterance: Cleo. C L E O.

utterance: Great. Thank you Mister Meadows. How are you doing today?

utterance: Good. The I'm opening up the savings account because I plan to go to Ireland this coming spring.

utterance: Wow.

utterance: And my beautiful daughter actually did the paperwork and I am now a citizen of Ireland. I have dual citizenship. Both here in the United States and in Ireland. So I'm really looking forward to saving money in my new savings account and going to Ireland to meet my people.

utterance: Wonderful. Congratulations. That sounds very exciting. So let's see here. Great. So we'll get your savings account opened. Let me just tell you though that the savings account has a maximum number of monthly withdrawals of four. And if you were to withdraw more than four times per month, you will be charged a ten-dollar fee for each additional withdrawal.

utterance: Yeah. I don't expect to do much withdrawal from it. Again, I'm I'm really going to use it to save up and then take out take out enough money for the trip in one the do you follow baseball? Are you a baseball fan?

utterance: not so much. My dad is, but I'm not really.

utterance: The cuz this is the last week. Of Major League Baseball and the Dodgers are playing the Arizona Diamond Backs and they are real they. It's a tight race with the Giants. So I'm I'm really following the game. I'll be watching the game tomorrow.

utterance: You and many other people I'm sure. Including my dad. Yeah. I'm I'm a little bit of a Marlins fan because I used to live in Miami, but I don't really watch sports.

utterance: Yeah.

utterance: So what's next? What what are you? Do you send me information about the about the new savings account?

utterance: Well lemme ask you, are you using our online banking right now?

utterance: no.

utterance: OK. Well, lemme take a minute to show that to you if that's something that you're interested in.

utterance: Absolutely.

utterance: Oh, OK. Great. So if you go to our website which is Intellibank dot com.

utterance: OK. I'm. Lemme. I'm going tbye bye. I'll go there right now. I I got. I'm I on. I'm at my computer.

utterance: OK.

utterance: Oh, great. So it's I N T E L L I B A N K dot com.

utterance: OK. I'm there.

utterance: OK. Great. Then you'll see a green button in the top right that says register.

utterance: I see it.

utterance: So you click that and it will ask you basic information about your account. and once you've completed that form, you click submit at the bottom. and within twenty-four hours you should have access to all of your online accounts. So for example, tomorrow you will log in with the user name and password that you set up in that form. And then you will see your savings account and your other accounts there as well.

utterance: That sounds great. The I lemme just verify one thing. I just wanted to make sure on the address.

utterance: mhm.

utterance: it I I mixed street and road and it. The the accurate is Dogwood Road.

utterance: Yes. Thank you. OK. We've. We have corrected that. so how would you like to make your first deposit into the savings account? which account would you like to use?

utterance: OK.

utterance: Could I transfer money from my checking account to my savings account?

utterance: Yes, but since you have several checking accounts can you confirm for me the account number that you'd like to use?

utterance: Yes. three seven two eight two nine. In my checking.

utterance: Great and how much would you like to move over?

utterance: Could I could I move a hundred dollars over?

utterance: Yeah, sure. We'll move a hundred dollars right now. OK. Great. We're all set. Is there anything else that you need help with?

utterance: Would you and then will you email me this transaction? How. How will I get the update?

utterance: Yes.

utterance: Yes. You will definitely get an email confirmation. Is there anything else that you need?

utterance: could I just verify the the current balance in my checking account before moving over the hundred dollars? Or after. It doesn't. You know. Just so I'd like to get the current balance of the checking account before you move the hundred dollars.

utterance: Sure. OK. that movement is just in process, so let me confirm it with you do you mind giving me that account number again?

utterance: Yes, ma'am. three seven two eight two nine.

utterance: OK. Great. So the amount of the balance of that checking account is two thousand nine hundred and fifty-one dollars and sixty-three cents.

utterance: That's perfect. And then the hundred dollars will come off of that?

utterance: Exactly.

utterance: All righty. I think we've done just about everything we wanted to do. I really appreciate you're service here this afternoon.

utterance: Wonderful. Do you have any other accounts that you'd like help with?

utterance: No. I'm going to log in for the new account and get that all setup and go go Arizona.

utterance: OK. Great. And if there's anything else that you need, my email will be in the confirmation that you get.

utterance: Thank you very, very much. I really appreciate it.

utterance: Thank you so much for your service.


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

utterance: Yes, I called yesterday about a deposit and I need to see if that deposited and then make a transfer.

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

utterance: It's Jill Baker.

utterance: All right, and do you prefer that I call you Jill or Ms. Baker?

utterance: You can just call me Jill.

utterance: OK Jill so you're wanting to check on the status of a deposit. Is that correct?

utterance: Yeah, so I've talked to someone yesterday about it cuz I need to transfer the funds if they've deposited.

utterance: OK Jill let me look on this at this for you. What is your account number?

utterance: Say it's three four six zero two nine nine eight.

utterance: All right, thank you Jill. And can I also get your date of birth?

utterance: Yes, it's March second of nineteen eighty.

utterance: All right Jill, and the account has a security question? Could you please tell me the city that you were born in?

utterance: I was born in Totsen in England.

utterance: All right Jill, let me look here. OK I can see notes regarding your call yesterday. Let's see if we can find that deposit for yeah.

utterance: OK, what is the amount of the deposit that you're looking for?

utterance: It was nine thousand five hundred dollars.

utterance: OK and when was that deposit made.

utterance: So it was a direct deposit and I thought that it was going to go through yesterday but it didn't. It wasn't on my account when I called you guys.

utterance: All right Jill. Let me look here for you.

utterance: OK, let me see if I can find that. So I did locate that deposit, it looks like it posted to your account this morning.

utterance: OK, it's perfect. Can the funds there, can they be moved then?

utterance: Yeah, we can transfer those for you. Are you wanting to transfer those to another of your Intellibank accounts or to an account belonging to someone else.

utterance: So I just need to move it out my savings account then put it in my checking account. and there's no fee for that right?

utterance: No, there's no fee to transfer with Intellibank. So you're just wanting to move the money from your savings account out of your checking account.

utterance: Yeah so the transfer means those funds are going to be available immediately in my other account though correct? They're going to be there right away?

utterance: Yeah that is correct Jill, the funds will be there immediately one once you get those transferred. Jill said you were you said you were wanting to transfer to your checking account. Is that correct?

utterance: Yes please. That's what I want.

utterance: OK and what is your checking account Jill? What's you checking account number, I'm sorry.

utterance: it's seven four nine two nine two seven nine.

utterance: OK and it looks like this account has a four digit passcode for security purposes. Can you tell me that four digit passcode please?

utterance: So that's not my ATM pin right? That's the other number right like the one that the one I created when I made the account, right?

utterance: Yes that right that's right. The passcode should not be the same number as your ATM pin.

utterance: OK so I think it's two one zero nine. Let me know if that's right.

utterance: OK two one zero nine you said Jill, yes that is the correct answer.

utterance: OK. I don't know about you but my memory's definitely not what it use to be and I'm suprised, I mean I could remember all these different codes or whatever I I forget my passwords for everything.

utterance: I can understand that Jill. I I'm finding my memory isn't as sharp as it use to be either.

utterance: Yes, I would like literally walk into a room to get something and then like thirty second later I walk into that room for that thing I was suppose to get before and I can't even remember my purpose for going there. It's like it completely slips my mind.

utterance: Yeah I've done that same thing. Sometimes I think our our brains just get over worked and a and a good rest could maybe help us reset that.

utterance: Well I may need to try that I've I've needed I've been working thirteen hours days at the hospital the pandemic and my brain is definitely over stimulated this pandemic has kind of just completely drained me.

utterance: well Jill we do appreciate your service during this difficult time and it sounds it sounds like you are due for some rest definitely and some care time so I hope that you're able to get that soon.

utterance: Thank you, I really appreciate it. I mean I know it's been a really difficult time for everyone.

utterance: it definitely has Jill I don't I know you're very very busy so let me get this transfer completed for you. that way maybe you can get a little bit of rest today. Jill can you tell me really quickly how much you would like to transfer today?

utterance: I need you to transfer all of it. All nine thousand five hundred dollars to my checking please.

utterance: OK so we are transferring nine thousand five hundred from your savings account to your checking account ending in nine two seven nine. Let me let me get that processed for you.

utterance: I'm gonna get that sent over to your other account. Give me just a moment to complete this. OK.

utterance: All right Jill, so I have got that processed for you. Those funds are available to you in your checking account. Now . Yup, they're over there now.

utterance: OK, thank you.

utterance: All right Jill, was there anything else that I could do for you today?

utterance: No I think that's it. and you're gonna send me a receipt too?

utterance: Yeah so I can actually have a receipt emailed to you. Let me get that sent over to you too. get the receipt emailed over to you. Everything has been transferred and you should be good to go. Was there anything else that I could do for you today?

utterance: No that's been it's been great, I appreciate it. Thank you for everything.

utterance: No problem at all Jill. Thank you for choosing Intellibank and thank you for your service. Enjoy your day, OK.


utterance: It's a great day at Intellibank. How may I help you?

utterance: Yes I need to figure out how to open a new account.

utterance: Oh, I can help you with that. Do you have any other account with us currently?

utterance: Yes I have a savings.

utterance: Alright well let me pull your information up here. Could you provide your first and last name?

utterance: Sure, it's Sunni S U N N I Bean B E A N.

utterance: And Sunni is your legal name?

utterance: Yes. Actually, my legal name is Sunshine, S U N S H I N E.

utterance: Thank you for that. And could you go ahead and give me your address?

utterance: It's eighteen thirty-five Rice Boulevard in Fairborn, Ohio. Four five three two four.

utterance: Great, and your phone number?

utterance: Nine three seven four six three three three eight zero.

utterance: Alright, and I'm going to need your social security number please.

utterance: My social security number?

utterance: Yes, to verify your identity.

utterance: I don't know if that's on there or if my license number is on there.

utterance: we should have both so if you give me your social first we can move on to the second one.

utterance: OK, it's five two two six five eight seven nine eight.

utterance: Great, and then I need your authenticating ID which is different than your social.

utterance: OK I think it's R R five nine four one one zero. Or it might be five two two six star eight seven nine eight.

utterance: OK it looks like that your driver's license number is the one that we have so that's correct. And then I also need your security question answer. Which could be a pet's name, a mother's maiden name.

utterance: All right.

utterance: It's my mother's maiden name which is Johnson. J O H N S O N.

utterance: Great, thank you. Alright, I need to have your birthday as the last thing to verify.

utterance: It's six thirty eighty-one.

utterance: Great, thank you for your patience. Could you give me your savings account number?

utterance: Sure, it's give me one second to look that up.

utterance: Oh, OK.

utterance: OK, are you still there?

utterance: Oh, I'm here.

utterance: Eight five two zero zero one eight.

utterance: Great, just a moment while I pull that up here.

utterance: Thank you.

utterance: OK, so I've got your savings account pulled up and you just said you want to open a new account?

utterance: Yes.

utterance: Would that be a checking or a savings account today?

utterance: A checking account.

utterance: OK and I will go over the different types of checking accounts that we offer and you can tell me what works best for you.

utterance: Alright, thank you.

utterance: So there's three different types. The top one is platinum account which has more benefits. The most benefits I guess out of all the three. And there is a gold account. And a classic account. The classic account has a three dollar a month service charge if you have no balance in the account. So as long as you keep a balance, there's no charge. The gold account has a five dollar fee regardless of the account balance.

utterance: OK.

utterance: OK.

utterance: OK.

utterance: Because you get other benefits, such as free checks and free wire transfers. The platinum account has a ten dollar a month fee to service that account, because there's extra benefits with that account too.

utterance: OK.

utterance: What which account sounds OK to you or do you have any questions?

utterance: Well I also have a problem with my savings account. There's a charge on it that I don't recognize and I need to figure out what it was.

utterance: Oh, OK. Well, would you like to work on that first or do you want to open your account first?

utterance: Let's work on the savings account because I did not authorize this charge and I want to see what happened.

utterance: OK. So go ahead and tell me what charge it is on the date. Do you have the date the charge?

utterance: The charge was on November seventh twenty twenty-one.

utterance: OK. And the amount of the charge?

utterance: It was a hundred and eighty dollars and ninety-five cents.

utterance: OK, looks like that charge was made on or through Amazon either on their website or over the phone. Did you know that?

utterance: No I did not.

utterance: OK. So the first step before disputing a transaction is to call the actual merchant itself so you would need to call Amazon and give them this information and ask them to give you details on that account transaction and how it was made and what was purchased and let them know that you did not make this account. Sometimes the merchant will refund the money back before the bank can. So we ask you to do that first.

utterance: Well, I'm going to talk to my partner and see if they happened to do it, because it's so close to Christmas.

utterance: OK. OK. And if you need to dispute it in the end feel free to call us back or you can do that via online banking.

utterance: OK.

utterance: OK. Did you want to open an account today still?

utterance: Yes. Can we open a platinum one?

utterance: Well sure, OK. So to open a platinum account you need to make a deposit of at least five hundred dollars or have a direct deposit set to that account of five hundred dollars a month.

utterance: OK. Can I go ahead and transfer the money out of my savings to the checking?

utterance: Sure, yeah, we can do that. Just a moment. Would you like to write down your new account number?

utterance: Yes.

utterance: OK. Do you have a pen?

utterance: Yes I do.

utterance: It's going to be six seven two.

utterance: OK.

utterance: Three two four one.

utterance: OK.

utterance: And I would advise that you go online and read the benefits of the platinum account for yourself and you can see all of the great things that come with it.

utterance: OK.

utterance: And if you have any trouble after that you can call us. So it takes about two days to get this account opened completely where you can use it. And in three to five days you'll receive a debit card.

utterance: OK.

utterance: In the mail. That will let you use the money that's in that account. How does that sound?

utterance: Sounds good. Can I go ahead and order a box of checks or do I need to wait for it to be open?

utterance: Oh, I will go ahead and put that order in for the checks. It it will take about a week for you to get them.

utterance: That's fine.

utterance: And there's no charge since it is a platinum account.

utterance: OK. Cool.

utterance: Alright. Anything else I can help you with today?

utterance: No, I think that's about it.

utterance: Alright, we we appreciate your business. Thank you for calling.

utterance: Thank you.


utterance: Hi, thank you for calling Intellibank. My name is Alisha and how may I help you today?

utterance: Hey Alisha, how are you doing today?

utterance: I'm doing quite well ma'am. Thank you so much for asking and how about yourself?

utterance: Oh, I'm doing just fine. Thank you very much. The reason that I'm calling, my sister, she has been out of work. So, I was going to see if it would be possible for me to send some money from my checking account over to hers? She actually also banks with Intellibank,

utterance: and first though, if it's OK, my friend was telling me about a money-back card that you guys have. Would you be able to give me a little bit of information about that?

utterance: Oh, absolutely ma'am, I would be happy to help you with both of those requests. Now, the money-back card that you're referring to, I believe that would be our cash back card, and, with that, we do offer three percent cash back on all purchases and, once approved, it does have a very low APR. It's only eight point nine nine percent. Is that something you'd be interested in going ahead and applying for today?

utterance: Oh, no ma'am. Thank you though. I just really would like to go ahead and see about sending that money over to my sister, if that's OK?

utterance: Yes ma'am, absolutely, that is fine. I do need to get a little bit of information for from you though, excuse me, so I can pull up your account.

utterance: sure. What information do you need?

utterance: May I please have your first and last name, as well as your date of birth, please.

utterance: Sure, it's Misty Dill, D I L L, and my birthday is February the fifteenth nineteen sixty-two.

utterance: All right, I have your name as Misty Dill, D I L L, and birthdate February the fifteenth nineteen sixty-two?

utterance: Yes ma'am, that is correct.

utterance: Thank you so much for that Miss Dill, and may I also have your driver's license, please?

utterance: Sure, it's A as in apple, one zero nine eight seven three nine four eight one five.

utterance: All right, thank you, Miss Dill. Now that was A as in Apple one zero nine eight seven three nine four eight one five?

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

utterance: Thank you for that Ms. Dill. Now, may I also verify your telephone number, please?

utterance: Sure. It is four five three two seven two two two two six.

utterance: Thank you, that was four five three two seven two two two two six?

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

utterance: Thank you for that Miss Dill. Now, may I have the account number that you'd like to withdraw the money from, please?

utterance: Sure. it's my checking account, and that would be nine one nine five seven one two eight seven.

utterance: All right, so I have your checking account number as nine one nine five seven one two eight seven?

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

utterance: Alright, thank you for that, and may I have the account number that that you would like the money to be deposited in.

utterance: sure can. Actually, can you hold on for just one second? I'm sorry, I thought I had I had it right here in front of me. But, it's in the other room. I'm so sorry.

utterance: Sure, that's no problem whatsoever, Miss Dill. Let me know whenever you're back.

utterance: OK.

utterance: OK, I'm back. I'm so sorry about that.

utterance: Oh, that's not a problem whatsoever Miss Dill. Now, what is that account number?

utterance: It is one three four five nine zero zero nine two.

utterance: All right, I had one three four five nine zero zero nine two.

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

utterance: Thank you, Miss Dill, and how much would you like to send her?

utterance: let's deem it A hundred and fifty dollars, I think that should cover her light bill.

utterance: All right, ma'am, I have that as a hundred and fifty dollars. Gimme just one moment, please while I get that transferred over to her.

utterance: OK, Thank you.

utterance: All right, I do have that transferred right on over to her and it should be reflected in her balance as of immediately. Is there anything else that I can help you with today, Miss Dill?

utterance: No, ma'am, that will be all. Thank you so much for your help.

utterance: All right, thank you so much for calling Intellibank, again, my name is Alisha and you have a wonderful day.


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

utterance: Hello Jannah. I'm calling to check my account balance please. My sister was in town last week for her birthday and I think I may have written down the amount of her birthday gift wrong. I just want to make sure I have my account balance properly.

utterance: OK. I'd be happy to assist you with that today. May I have your name please?

utterance: Pierce, Mildred Pierce.

utterance: OK and Pierce, is that P I E R C E?

utterance: Yes ma'am.

utterance: OK wonderful. Now for verification purposes may I please have your date of birth and either your driver's license number or your state ID number please?

utterance: I was born February fourth two thousand.

utterance: OK and either your license number or your state ID number?

utterance: I don't have my license with me can I go to the car and get it?

utterance: Absolutely. Just let me know when you're back.

utterance: All right thank you.

utterance: Are you are you still there?

utterance: Yes ma'am. I'm sorry I took so long.

utterance: Oh that's not a problem.

utterance: My license number is five seven six one eight three three one three.

utterance: OK that was five seven six one eight three three one three?

utterance: Yes ma'am.

utterance: OK and what state is that?

utterance: Georgia.

utterance: OK wonderful. Thank you for that information Miss Pierce, and finally for your verification question may I have your maiden name?

utterance: Greene. G R E E N E.

utterance: All right wonderful. Thank you so much for that information Miss Pierce. Just one moment while I pull up your account.

utterance: So how has your summer been so far?

utterance: it's been great so far. Thank you for asking. about ready for this heat wave to be over though. It has been so hot around here lately.

utterance: Yes same here. I think it's supposed to rain this weekend. Maybe that'll help.

utterance: I sure hope so. OK Miss Pierce I do have your account pulled up. Now, may I have the account type for the account you would like to be checking the balance for?

utterance: It's for checking account number zero zero seven nine three three one.

utterance: OK that was a checking account account number zero zero zero seven nine three three one?

utterance: Yes.

utterance: All right wonderful. Thank you so much Miss Pierce. Let's see that I'm showing the current balance is nine hundred twenty-four dollars and eighty-two cents.

utterance: Nine twenty-four eighty-two?

utterance: Yes ma'am that is correct.

utterance: OK and I could also could you also check the balance on my savings?

utterance: Absolutely. Let's see your savings account balance is at two hundred fifty-two dollars and twelve cents.

utterance: Two fifty-two twelve?

utterance: Yes ma'am that is correct. And also just to let you know, we do have a free online banking that you can easily use to check your balances. You can check your transaction history, and we also have other things like online bill pay and transferring money between your account. And you can do that anywhere at anytime at your convenience. Would you like me to give you some more information about this?

utterance: What is the website address?

utterance: It is WWW dot Intellibank dot com. Would you like any help in setting up your account right now?

utterance: No, no thank you. I almost forgot. My friend was telling about the money back card you offer. Could you tell me about that please?

utterance: OK Miss Pierce, we actually don't have a card that's called a money back card. we do have one that's a cash back card. Does that sound correct?

utterance: That's the one. How can I apply for it?

utterance: OK well, either I could help you with that application process right now or that is one of the many things that you can do on our online banking. Now with that card it's wonderful. It offers three percent cash back on all of your purchases and upon approval the APR is extremely low. It's only eight point nine nine percent. would you like to go ahead and start the application process today?

utterance: That's the one. How can I apply for it?

utterance: either I can help you with that right now on the phone or you can go online to our online banking and start the application process there.

utterance: I prefer to apply online if that's OK.

utterance: that is absolutely OK. Now again, the website address is WWW dot Intellibank dot com, and while you're on there if you have any problems whatsoever with the application process feel free to call us back. Now is there anything else that I could assist you with today Miss Pierce?

utterance: No not right now.

utterance: OK well thank you so much for choosing Intellibank Miss Pierce. Have a wonderful day.


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

utterance: yes. I have a problem with my Intel bank account. I would like to talk to someone in person about that please.

utterance: Yes sir, certainly. You would like to check on your Intellibank account in person?

utterance: Yes.

utterance: All right sir. I can get you a few addresses to our local branches so that you can talk to one of our account representatives.

utterance: OK.

utterance: All right sir. Before I handle that I need to ask a few questions about yourself and your location.

utterance: All right.

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

utterance: Yes. First name Dale, last name Walker.

utterance: All right Mister Walker. Could you give me your address for the location that you're currently at?

utterance: yes hold on for a minute, I just moved here.

utterance: OK sir, go right ahead.

utterance: OK. Just a minute. OK. My address is thirty-three four zero Pine Wood Drive North Chicago Illinois, area code six zero zero six four. And my phone number is area code eight four seven eight eight seven nine four four four. In case you need that information.

utterance: Yes sir. Thank you so much for providing that information. Give me just one moment while I handle your request.

utterance: OK.

utterance: All right sir. I found a I found about five locations close to thirty-three forty Pine Wood Drive. some of these locations are within one is in walking distance and four of those locations are within less of a mile. Would you like all of those locations sir?

utterance: yes please.

utterance: All right sir. This first location is within walking distance. It's at six fifty-seven Piper Drive.

utterance: OK.

utterance: The hours of operation for that location are are from eight a.m. to five p.m. Monday through Friday, and eight to two p.m. on Saturday.

utterance: All right.

utterance: All right sir. This next location is gonna be at sixty-five Carpenter Drive. The hours of operation for that location are eight a.m. to five p.m. as well, Monday through Friday and eight a.m. to two p.m. on Saturday.

utterance: All right. OK, I got that. two p.m. Saturday?

utterance: Yes sir.

utterance: All right.

utterance: And these these next locations the hours of operation are from eight a.m. to four p.m. Monday through Thursday. And from eight a.m. to five p.m. on Friday.

utterance: OK. OK.

utterance: All of these

utterance: Locations are closed on Saturday sir.

utterance: OK. Oh. Oh yeah, and by the way can I cancel a cheque online? Or or or or is there a fee for that?

utterance: yes sir. We do have if you have online banking with our facility you do you can go into your account and access cheque cashing. It actually cashes your cheque and deposit into which ever account you would like it in.

utterance: OK.

utterance: it usually takes about twenty-four hours for that to happen and there's usually no fee either, it depends on which type of cheque you're trying to cash.

utterance: it's good to hear that.

utterance: when you access that area of your account, you'll be able to check it, see if there's any fees associated with it as well.

utterance: OK.

utterance: All right, sir. Lemme give you these last three locations just for your reference.

utterance: OK.

utterance: All right sir. This next location is at seven thirty-three Honor Street.

utterance: OK. Honor Street.

utterance: Yes sir. That's within that's a half a mile away from you.

utterance: All right.

utterance: this other location I have on file here is about a mile away from you at two eighty-five Iroquois Street.

utterance: OK.

utterance: I R O

utterance: Q U O I S.

utterance: Oh, thank you for spelling that for me.

utterance: No problem, sir. And this final location is at three sixty-seven West Annadale Drive. A N N A D A L E Drive.

utterance: West Annadale Drive.

utterance: All right. Got that.

utterance: Yes sir. And like I said before these locations are open from eight a.m. to four p.m. Monday through Thursday and eight a.m. to five p.m. on Friday.

utterance: OK, so I sure appreciate that Lesley and everything. How you been doing so far today?

utterance: I've been doing pretty well sir, and yourself?

utterance: Oh all good I've been doing good. How's the weather there?

utterance: Oh it's lovely here, sunny and cool all through the day. I really love fall weather.

utterance: that sounds lovely.

utterance: Is it good there as well sir?

utterance: Yeah it been kinda raining.

utterance: Oh. Well you need rain for the plants so.

utterance: Oh yeah. yeah.

utterance: That's beneficial

utterance: Too.

utterance: Yes, you're right.

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

utterance: that's it.

utterance: All right. Thank you so much for calling us today Mister Walker. I hope you have a great rest of the day.

utterance: Why thank you.

utterance: Thank you. Bye bye.

utterance: Bye bye.


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

utterance: Hi. I I I need to find a branch. I believe I have lost my card so I need to go in to see if they can lock the card or close it or get me a new card. I I'm just worried. I don't want anyone getting into my account.

utterance: OK. I'll be happy to help you with that. first of all, can I get your account number, please?

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

utterance: OK. Thank you and the your name.

utterance: My name is Karen Huxley.

utterance: OK, Karen. And your date of birth, please?

utterance: two eighteen eighty-two.

utterance: Thank you and for added security can I get the I your authenticating ID. It looks like here we've got your driver's license number.

utterance: Yeah. It's six six one seven five four two O R.

utterance: That's it.

utterance: and then you have a security question on your account. What is the your pet's name?

utterance: Oh, let's see. I started this account back in whoa I wanna say two thousand five and oh I was living in Bend and I was married to Tom. He was a good man. I loved him. I'm it it really. I miss him. He died. He fell off a horse and broke off his neck and then the horse trampled on him so I'm sorry. I can't talk about that anymore. I believe it was Sunny.

utterance: Oh.

utterance: I'm sorry.

utterance: Yes. Sunny was his farm dog so we lived on the farm. That's why he was on a horse and and Sunny got in front of the horbye bye. Anyway, we're not gonna talk about that. Sunny, I believe.

utterance: OK. That's the address I that's the name I have down here also. Thank you. So you wanted to find a a branch. Is that correct? Near you?

utterance: OK.

utterance: Yes, Yes.

utterance: I just moved to Southeast Portland from Bend. I tried to live on the farm by myself and you know just no amount of dogs would make me feel like Tom was there but bless his heart. I'm just gonna have to move on.

utterance: Southeast Portland. That's. Yes.

utterance: Southeast Portland?

utterance: Can I get an address nearby. An exact address and I can search nearby to find a bank.

utterance: Yeah.

utterance: I'm staying with my friend. Oh, I don't even understand how people can let me stay with them. I've got so many pets I think she's on. She we're over by Morrison so. Well, hold on, let me grab a piece of mail to look at the address huh. OK. OK. Well, Victoria's Secret magazine says, one eight six nine South what is that? Sixty-ninth Street Portland, Oregon nine seven two two two.

utterance: OK. Thank you for that information. OK. It looks like there is a branch nearby on Morrison. would you like that address?

utterance: Yes. Yes. If that's the closest one. I don't wanna make my friend drive me everywhere.

utterance: this is actually very close. It's it looks like it's half a mile from your address.

utterance: Perfect. I can walk there. I need the exercise.

utterance: OK. It is. The address is eight eight eight Morrison Portland, Oregon nine seven two two two and the hours of operation are ten a.m. to five p.m. Monday through Friday and then on Saturdays eleven to two.

utterance: is there? you know, it's already four fifty-five. It's Friday and I have plans tomorrow is there another branch that's gonna be open past two on Saturday or is that all the hours in this area?

utterance: Yeah. all Intellibank branches are only open until two p.m. on Saturdays.

utterance: Well, that's just ridiculous because we all know Sundays, there's no bank, and it's God's day so what about Saturday? People still live on Saturbye bye, whatever, you know.

utterance: My Tom would tell me just go in the morning even if you don't wanna get up early but I'll do what I need to do I guess.

utterance: mhm OK and you said you also need to report your card as lost?

utterance: Oh, yes. That's right. Thank you. My whole main reason to go to the branch. yeah, I believe, I lost it.

utterance: I haven't found it since I moved here last week.

utterance: OK.

utterance: OK. I can help you with that and and then you wouldn't even need to go into the branch to do that. Can I get the date of loss on your card?

utterance: Yes, huh. So I drove here on the first but I went to the store to get some things for the drive cuz it's about a three-hour drive and I needed some snacks but you know. Nothing that would make me sick because nothing's worst than driving and being sick by yourself and not having someone to oh, take the wheel, my poor Tom. yes, so I'm gonna say the twenty-eighth or twenty-ninth I stopped at the. The Super Walmart to get some cheap snacks and I think it maybe was about forty dollars. I got a lot of candy. It a shame on me.

utterance: Mhm.

utterance: OK.

utterance: Oh, OK. Well I. Oh, right. I do see a yeah Walmart on September twenty-ninth. It looks like transaction was thirty dollars and fifty-seven cents.

utterance: Oh.

utterance: Look at that. I didn't spend as much as I thought. Good for me.

utterance: Good for you. OK. Now let me just confirm the address that you want me to mail this to?

utterance: looks like you had already updated your address with us. So we have you at one eight six nine Sixty-ninth Street in in Portland. OK. Nine seven one five three. OK. Let me mail.

utterance: Yes. Yes. In Portland.

utterance: No.

utterance: Nine seven two two two.

utterance: Nine seven two two two. OK.

utterance: That was.

utterance: My old ZIP code.

utterance: Oh, OK. Thank you for that correction. All right.

utterance: So this will be sent out to you. You should get it in three to five business days. And to activate the card, just please call the one eight hundred number on the card when you get it and that will activate your card for you. and you should be all set.

utterance: OK.

utterance: OK. Yeah, cool. Well, maybe I'll just run on down to the Super Walmart Walmart out here and buy me some celebratory snacks cuz I didn't have to go into the branch. So thank you so much.

utterance: You are very welcome. You have a nice day.

utterance: Thank you.


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

utterance: Yes. My name is mister Johnson and I'm trying to figure out a charge on my account that I don't know if I actually, I did it or authorized it.

utterance: OK. Sure mister Johnson I can definitely help you out with that.

utterance: so just to let you know this is a recorded call on a secured line and my name is Casey Watkins and my agent number is eight two five seven one four.

utterance: Thank you.

utterance: and I'm sorry you said your name was mister Johnson can I get your first name as well?

utterance: Kevin.

utterance: Kevin? OK. Perfect. All right Kevin and to verify your account information can I please get the last four digits of your social security number?

utterance: Three eight three eight.

utterance: OK. and your date of birth.

utterance: September seventh nineteen seventy six.

utterance: OK.

utterance: Perfect. And OK. So I see that you have a checking and a savings account with us. Was the the possible fraudulent transaction on your checking or savings account?

utterance: On my checking account.

utterance: On your checking account OK. And I see that do you do you know the exact amount of the transaction and the vendor?

utterance: From what I can see here it looks like it's about twenty-seven hundred dollars.

utterance: OK. I do see a transaction for seven twenty-four and four cents on, from your checking account on September fourteenth of this year. Is that, is that the transaction you are referring too?

utterance: Mm.

utterance: Yes. Yeah cause I don't I don't recollect doing anything around that time I just happened to notice I got ding on my card on my phone and noticed that something that was charged I didn't do.

utterance: OK. OK so yeah it looks like the the vendor is listed as Rink Makers. Is that is that something that you are familiar with?

utterance: You said Rain makers or Rink makers?

utterance: Wank Makers.

utterance: I'm not I am not Familiar.

utterance: OK.

utterance: OK. Got it so So then this is definitely sounds like this is something that was a a fraudulent charge so we definitely wanna make sure that we make that right and get your money back to you. so what I'm gonna do is open a a fraud report. And so what we are gonna need to do is document this to make sure that we can investigate this and then also go ahead and get your money back to you during the investigation.

utterance: Yes. That'd be great.

utterance: OK. Perfect. OK. So let me open my form and and what is your current address.

utterance: My current address is Twenty-three ten Sunnydale drive, Carolton Texas. Seven five zero one zero.

utterance: OK. Perfect. and that's not the address that we have on file. Is that your is that your your updated current address?

utterance: That's the current address.

utterance: OK. Would you like me to update the address on your account?

utterance: Please.

utterance: OK. Perfect I will do that.

utterance: OK. All right so I have that all updated. So what I'm going to need to do is I will get this report all filed and into our fraud department and then I'm going to Mail you a copy of this fraud report as well and so what we're gonna have to do is we do have to go back to the the vendor in this case it's Rink makers and make sure that investigate the charge with them as well too see if this was something that was a purchase or not and then but obviously I mean I know you're saying you did not make it so we so after we investigate with them then we will go ahead and refund the money back to your account just to and you should see that money back in your account within seven business days.

utterance: Perfect.

utterance: so yeah other then that did you have any other questions about the the fraud charge or the the process?

utterance: No. I just wanted to call in about that.

utterance: That that was it.

utterance: OK. Well I'm definitely sorry that this happened. I understand that you know this is. These are things that happen, but we definitely do try to get you know on top of this as quickly as possible for our customers.

utterance: Yes. I appreciate that. Thank you.

utterance: Yes. Absolutely. All right well mister Johnson thank you so much for calling in today I appreciate your loyalty I do see that you've had your account here for the last ten years and we will definitely get this filed and like I said check your mailbox and you will see the report there within a couple business days.

utterance: Perfect. Thank you.

utterance: OK. No problem. All right well thank you for calling Intellibank and I hope you have a great day.

utterance: Thank you. You too.


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

utterance: Yes, can you tell me where an ATM is near me?

utterance: Absolutely happy to help you with that. If I could just ask ma'am, what is your name?

utterance: Evelyn Richards.

utterance: Alright and Ms. Richards just to verify are you a customer with us here at Intellibank, or?

utterance: Yes.

utterance: Alright, terrific!

utterance: Ms. Richards let me just pull up your account information and verify that your account with us. what's your home and cell phone number?

utterance: Six, seven, eight, two, zero, two, four, two, five, three. Is the home number. Four, seven, eight, three, six, one, eight, oh, three, one is the cell number.

utterance: Terrific and if you would What is your home address?

utterance: One forty one Oakwood Avenue.

utterance: Smyrna, Georgia. Three, zero, zero, eight, zero.

utterance: Mhm.

utterance: My email is E Richard one at mail dot net.

utterance: OK.

utterance: Alright and by the way that's not correct, I I changed my email.

utterance: Oh, OK. Happy to get that updated, well go ahead.

utterance: OK. It is Evelyn Richards at mail dot net.

utterance: Understood, got that. so we got that Evelyn Richards at mail dot net.

utterance: Right.

utterance: Not a problem at all and I've gotten your account verified here with us Ms. Richards. Let me just ask what is the address, the street address where you're at that you're looking to find an ATM near?

utterance: OK. One, four, one James Road.

utterance: OK. That's one, four, one James Road?

utterance: Yes.

utterance: And what city is that?

utterance: Avondale Estates.

utterance: OK. That's Avondale Estates and what's the state?

utterance: Georgia.

utterance: Georgia, OK.

utterance: Alright. It looks like I was able to pull up a ATM that's about a quarter of a mile from the address you gave me Ms. Richards. It's at Twenty-two sixty-five

utterance: OK.

utterance: Riverwood Boulevard.

utterance: All right.

utterance: And that's in Smyrna Georgia.

utterance: OK. Well, is there another one you can give me?

utterance: sure. I see that there's also one not too far from there that's at thirteen fifty-two Broxton Road. And is there anything else that you need assistance with?

utterance: Alright, OK. I appreciate that!

utterance: Yes, can you tell me the limit that I can take out of the ATM?

utterance: Sure, yes if you are go to an ATM we have a daily withdrawal limit of about of seven hundred and fifty dollars. That's the limit for a withdrawals.

utterance: OK, that's good . That is a a pretty good amount and I can take that get a lot done with that large amount.

utterance: Well, terrific, terrific and let me just ask you, are you familiar with our online banking at all?

utterance: No I have not set up my online yet.

utterance: OK, not a problem Ms. Richards. Well, let me just tell you how it works with us briefly. all you need to do is go visit our website and at our website you just have your account number and then from there you can create your own username and password, whatever it is you choose to make up. And from there you can access your account right there online at our website.

utterance: OK, good!

utterance: And once you have access to the online part of our website, you'll be able to access your account. And from there you can check your account balance, you can transfer funds between, I see you have both a checking and a savings account with us.

utterance: Yes.

utterance: You can transfer funds between us. you can make payments to your car note with us. As well as to your platinum credit card. also with the online banking you can check for ATM locations also right there online.

utterance: Well, I think that is so convenient to have all of that availability.

utterance: Well, we do try to make it very convenient for our customers because we know you're very busy and we wanna make it as simple and easy as possible to do business with us here at Intellibank. Ms. Richards is there any other questions that you may have?

utterance: No, there are no other questions I have. I do agree with you, I am quite busy.

utterance: Well, I absolutely all of our customers are important to us and we wanna be mindful and respectful of your time and and make it as simple as possible so. With that said I don't wanna keep you tied up from the rest of your busy day. if there's nothing else we certainly do again appreciate your doing business with Intellibank and if that's all Ms. Richards?

utterance: Yes.

utterance: again, you have a terrific day!

utterance: You as well.

utterance: Bye bye.

utterance: Bye.


utterance: Hello. This is Donot from Intellibank. Please who am I speaking with?

utterance: Hello. This is Kate Remont. Am I speaking with one of the agents from Intellibank?

utterance: Yes. This is Donot. So how is your day ma'am?

utterance: It was fine and yours?

utterance: It was cool. How is everything ma'am?

utterance: How is weather over there?

utterance: Oh, we thank God it was cool.

utterance: I hope you are doing very good ma'am.

utterance: Very much OK.

utterance: OK. How can I help you ma'am?

utterance: Yes I I have a disputes transaction.

utterance: Disputes transactions?

utterance: Yes.

utterance: what is your first name ma'am?

utterance: My first name is Kates.

utterance: Kate. Kate. Your last name?

utterance: Remont.

utterance: OK. Your last name is Remont?

utterance: OK.

utterance: Your last name is Remont?

utterance: Yes.

utterance: OK. Can you give me your credit card number? Hello ma'am? Are you there? Hello.

utterance: I'm here. I'm here. I'm hearing you.

utterance: OK.

utterance: You need my credit card number? Five three.

utterance: Five three.

utterance: Six three.

utterance: Hold on ma'am. Let me jot it down somewhere. Sorry . You can come again ma'am.

utterance: Five three.

utterance: Five three.

utterance: Six three.

utterance: Six three.

utterance: Eight one.

utterance: Eight one.

utterance: One five.

utterance: One five.

utterance: Five five.

utterance: Five five.

utterance: Nine seven.

utterance: Nine seven.

utterance: Two five.

utterance: Two five.

utterance: Six one.

utterance: Six one. Hold on ma'am thirty seconds. Just give me seconds ma'am.

utterance: OK I'm with you.

utterance: I'm still with you ma'am. Just hold on for a seconds. Sorry for inconvenience. OK you said your credit card number is five three six three eight one one five five five nine seven two five six one. Is that it?

utterance: Yes, that's it.

utterance: OK. Can you kindly give me the CVV of the credit card?

utterance: OK the CVV one zero seven.

utterance: One zero seven.

utterance: Yeah, one zero seven.

utterance: Expiring date.

utterance: The expiring date will be one twenty twenty-five.

utterance: You mean zero one twenty twenty-five?

utterance: Yes.

utterance: That's good ma'am. That is January twenty twenty-five?

utterance: You got it.

utterance: Madame can you please tell me your the street that you grew up.

utterance: OK. Three five.

utterance: Three five.

utterance: Three two.

utterance: Three two.

utterance: Clover Drive.

utterance: Clover Drive. OK. Three five three two Clover Drive, right?

utterance: Yes.

utterance: How many dollar do you have in your account? Hello ma'am? Are you with me? How many dollars do you have in your account?

utterance: OK, in my accounts.

utterance: Yes.

utterance: Ten thousand dollars.

utterance: Ten thousand dollar?

utterance: Oh, that'll be ten thousand eight hundred dollars.

utterance: Ten thousand eight hundred dollars?

utterance: Yeah I remember now. Ten thousand eight hundred dollars.

utterance: OK good. Can you please give me the date of transactions of the dispute? Hello madame are you there? Can you give me the date of the transactions?

utterance: Of the disputes?

utterance: Yes.

utterance: Oh. That was fourteen nine.

utterance: Fourteen nine.

utterance: Yes.

utterance: OK you mean fourteen September twenty twenty-one?

utterance: Yes.

utterance: Good. Good. Good. What are the reason for the dispute?

utterance: I I purchased some goods. I purchased some goods so that's the reason for the dispute.

utterance: Your purchase of goods?

utterance: Yes.

utterance: Do you mean that the goods is not delivered?

utterance: The goods was not delivered up to now.

utterance: OK. Madame does anyone else have outside access to this account that could have made the transactions? Do you have anybody else that had the access to the account?

utterance: Of course not. It's a account so I'm the only one using the account.

utterance: Asking the transaction do you have any regular subscription on the accounts?

utterance: Of course not. I don't have any regular subscription on the account God I don't have any regular subscription for you.

utterance: Have you contacted the business that made the transactions?

utterance: the business that made the transaction, no I've not contacted them.

utterance: OK madame this is what we need to do. We try to investigate this issues but first thing we need to lock the card to protect against any further fraudulent transaction. Do you understand my points now? First I first need to lock the card to protect any further fraudulent transaction. Do you understand? I will try to investigate your matter. It will take us like two weeks, two weeks before we can get back to you for the issue. Do you understand? Please before you go can you give me your mobile number mobile number so that I can get back to you.

utterance: OK. Seven one nine two eight one nine six eight two.

utterance: OK seven one two eight one seven one nine two eight one nine six eight two.

utterance: Yeah.

utterance: Is there anything else you want us to do for you ma'am?

utterance: I think that will be all for now. I'm happy now.

utterance: Thank you very much. Thank you for banking with us.

utterance: You're welcome.


utterance: Good afternoon. This is Jake. Thank you for calling Intellibank. may I have your first and last name?

utterance: Marsha Stevens.

utterance: Mkay. How are you doing today Marsha?

utterance: I'm.

utterance: Fine today.

utterance: can I get your license?

utterance: P G one three three seven four eight.

utterance: OK. And date of birth?

utterance: One one nineteen sixty.

utterance: All right, thank you for that information and just one more for security purpose. What is your favorite animal?

utterance: Giraffe.

utterance: OK. What type of account are we dealing with today?

utterance: Savings.

utterance: Savings, OK. And you account number please?

utterance: Eight eight zero zero one four five five six zero zero nine eight.

utterance: All right OK. What can I help you with today?

utterance: I wanted to know how much I had in my account, balance.

utterance: OK.

utterance: OK we can do that right now. Looking it up. All right it seems like you have five thousand seven hundred and eighty-six dollars. just to give you a heads up we do have a app so you can look this up for yourself. if you have a pen and paper I can give you the name of the app.

utterance: OK.

utterance: OK and that would be Intellibank app and you can look this up on Google Play Store dot com.

utterance: OK.

utterance: And whenever you call here you can instantly use our phone automated system and it will also give you the balance. You would just have to have your last four of your social security and your account number and you will be able to hear your account balance from the phone automated system.

utterance: OK so I would get a notification on my phone?

utterance: No, but we can set that up for you.

utterance: OK.

utterance: OK and is this the correct number that you want your notifications sent to?

utterance: Yes.

utterance: OK. And Alrighty it looks like whenever you make a purchase or if you look it up it will send a notification straight directly to your phone.

utterance: Oh that's wonderful. And and it will give me all my purchases also?

utterance: Yes ma'am.

utterance: OK. That's perfect.

utterance: is there anything else we can help you with?

utterance: Yes. What about setting up another account?

utterance: yes we can do that. Would you like this to be a checkings or savings account?

utterance: let's do another savings.

utterance: OK. Now do you, what name do you want this account to be under, yours?

utterance: The same name Marsha Sevens.

utterance: The same name.

utterance: OK. Everything identical to the last account information?

utterance: yes.

utterance: OK.

utterance: Yes just a different account number.

utterance: OK with this we can also give you information with your new account and where you can transfer the money between both accounts on the same app that I gave you earlier.

utterance: Right.

utterance: So you can do this online at your earliest convenience and whenever you want to. right now here is your account. Is there a email that I can get?

utterance: not at this moment.

utterance: Not at this moment? OK, well we are going to make sure that we send you something through the mail.

utterance: Oh, OK.

utterance: And that way you can, you can have your account number and your routing number and you can be able to log that in when you use the app at your earliest convenience.

utterance: Oh that's perfect.

utterance: OK.

utterance: OK you have a nice day. I appreciate your help.

utterance: All right you have a lovely day as well.

utterance: Bye.

utterance: Bye bye.


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

utterance: Hey, Alicia. How are you doing today?

utterance: I'm doing quite well, ma'am, and how about yourself?

utterance: Well, I was doing great actually, until the mail came. And I got my credit card statement in the mail, and I was looking it over. And there's a charge on here that I did not make.

utterance: All right, ma'am. I would be more than happy to look into that for you. I do need to get a little bit of information from you first so I can pull up your account.

utterance: OK. What do you need?

utterance: May I have your first and last name please, ma'am?

utterance: Sure. It's Jennifer Hornsby H O R N S B Y.

utterance: All right, Miss Hornsby. And that was H O R N S B Y?

utterance: Yes, ma'am.

utterance: Thank you, and may I have your date of birth, please?

utterance: Sure. It's August the twenty-fifth nineteen fifty-eight.

utterance: All right. So August the twenty-fifth nineteen fifty-eight. And may I have your driver's license number, please?

utterance: Sure. It's S three eight nine four one seven eight five zero four two.

utterance: All right. I have S three eight nine four one seven eight five zero four two?

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

utterance: Thank you, and I also do have a security question on file for you. What street did you grow up on as a kid?

utterance: that would be Jane Street.

utterance: All right. Thank you, Miss Hornsby, for that. Now may I have the credit card number that you would like us to be checking into today?

utterance: Oh sure. It is. Let's see. Five five nine zero eight seven zero four nine six nine zero one five nine seven.

utterance: All right. So I have five five nine zero eight seven zero four nine six nine zero one five nine seven?

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

utterance: Thank you, Miss Hornsby. Now I'm pulling up your transaction history on that card right now. What is the date that you last remember using your card on?

utterance: it was probably on the twenty-seventh of last month. I took my grandson down to Big Bill's Skateboards to get him a new skateboard. That boy absolutely loves to skate.

utterance: Aww. Well that is so nice of you, Miss Hornsby. Now that was on September the twenty-seventh twenty twenty one at Big Bill's Skateboards?

utterance: Yes, ma'am. That's correct, and the charge that I did not make. It was made the following day it seems. for almost two thousand dollars with Microsoft. Well, one thousand nine hundred and ninety-nine dollars and ninety-nine cents And definitely did not make that, although I really could use a new computer. But it's not a good time

utterance: Oh, I understand that completely. Let me check into that Yes. We are showing that charge of one thousand nine hundred and ninety-nine dollars and ninety-nine cents made to the Microsoft Corporation on September the twenty-eighth. Now, what we can do is we can go ahead and send a request over to our fraud team for getting the start on an investigation. And I can't give you an actual timeline of how long that investigation will take. But usually it will be completed within about two weeks. And they'll give you a call and let you know the results of that. But I'm going to go ahead and mark this right here as being a fraudulent charge, and what I can do is go ahead and cancel this credit card right here for you. And we can process you a new one and mail that out to you.

utterance: Oh OK. Yeah, that will be great.

utterance: All right. Let me go ahead and send this request on over to the fraud team. Just one moment, please.

utterance: OK. Thank you.

utterance: Yes, ma'am.

utterance: All right, Miss Hornsby. I do have that sent on over to them now. I do need to verify your address to where we need to send your new card to.

utterance: OK. we are at four twenty-three Heaven Street. Heaven. Well like H E A V E N Street And that is in Norcross N O R C R O S S Georgia.

utterance: All right. So I have four twenty-three Heaven Street in Norcross Georgia. Was that correct?

utterance: Yes, ma'am.

utterance: All right. Thank you, Miss Hornsby. Now this will take about seven to ten business days for it to arrive. And whenever it does arrive there will be a little sticker on the card with the phone number. Just call that phone number and follow all the prompts that you get. And that will get the new card activated for you.

utterance: OK. Thank you.

utterance: Is there anything else that I can help you with today, Miss Hornsby?

utterance: No, ma'am. That will be all. You've been very helpful. Thank you.

utterance: Yes ma'am, and thank you so much for calling Intellibank. You have a wonderful day.


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

utterance: yes, I'm calling you back. I called earlier. I got that information that I needed to update.

utterance: All right sir, but before I can complete your request I need to ask you a few questions to verify your account first.

utterance: OK.

utterance: All right sir, could you give me your first and last name, please?

utterance: Yes, my first name is Dale. My last name is Walker.

utterance: All right, that's D A L E?

utterance: Yes.

utterance: Walker, OK. Sir, could you also give me your date of birth?

utterance: Yes, my date of birth is ten thirty-first one nine seven four.

utterance: All right, you said ten thirty-one nineteen seventy-four?

utterance: Yes.

utterance: OK, sir, thank you so much, and for authentication purposes could you give me your driver's license number, please?

utterance: yes, I can. My driver's license number is excuse me. is six one nine five two four nine six nine.

utterance: OK, sir, you said six one nine five two four nine six nine?

utterance: Yes.

utterance: OK. And for account security purposes can I get the last four digits of your social security number?

utterance: yes, you may. The last digits of my social security number is seven zero three nine.

utterance: OK, sir, and can I get the account number that you're wanting to update?

utterance: Yes, you may. It's a checking account number.

utterance: All right sir, go right ahead.

utterance: OK. That number is are you ready?

utterance: Yes, sir.

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

utterance: All right. To verify, that number you gave was five one four three three six seven zero seven zero. Correct?

utterance: Correct.

utterance: All right, sir. You need to update again?

utterance: I need to update my my my phone.

utterance: OK. So you wanted to update your phone number on file?

utterance: yes. I wanted to update that on file.

utterance: Were you wanting to replace the number on file or were you wanting to just add an additional number?

utterance: I'm just gonna add an additional number if I may, please?

utterance: OK, sir go right ahead and give me that new number.

utterance: That new number is going to be

utterance: area code eight four seven eight eight seven nine four nine six.

utterance: OK, sir. You said eight four seven eight eight seven nine four four six?

utterance: my fault nine four five six.

utterance: OK, sir, you said eight four seven eight eight seven nine four five six?

utterance: Yes.

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

utterance: All right.

utterance: All right, sir, I've added that phone number of eight four seven eight eight seven five six to your account. is there anything else I can do for you today?

utterance: I used to use my old number for security on this account. will will it automatically be updated to this number? would I have to go online and set it up like I did before?

utterance: sir, it won't be able to update on our end because it has to go through authentication with you and your cell phone provider. So, you would have to go online and access your account and set up that new number. For for security purposes.

utterance: OK. So, I have to set that up myself?

utterance: Yes, sir, you would have to go online to your online banking account. Do you still have that active?

utterance: yes I have yes I do.

utterance: OK sir, so when you access it you can go into your personal information phone.

utterance: OK.

utterance: And usually, it has a listing of your your phones you have on file. I didn't remove any numbers so again, if you wanted to verify that that old number was no longer active on your you look on there, and then you would actually set up the new number as security.

utterance: OK, so I I set the new number that's my security?

utterance: Yes sir.

utterance: OK, I think I got that.

utterance: All right.

utterance: I think I can figure that out.

utterance: OK sir, thank you so much, Mr. Walker. Is there anything else I can help you with?

utterance: no, you better much helped me a lot there.

utterance: All right. Thank you, Mr. Walker, for your time and patience. If you have any other questions feel free to call us at this number and again my name was Leslie. You take care and enjoy the rest of your day.

utterance: Thank you. You too.

utterance: Thank you, sir. Bye bye.