utterance: Good afternoon this is Rose. How can I help you today?

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

utterance: I'm doing really good. Thank you so much for asking and how are you?

utterance: I'm doing great. Thank you. I have a a statement here and I am looking at a transaction that I don't recognize. I am looking at the the date and who is charging as well as the amount and I definitely don't recognize any of this. And I was wondering if you could help me with that.

utterance: Mhm.

utterance: I certainly can. So it looks like you may need to dispute a transaction?

utterance: yes please.

utterance: OK we can certainly take a look at that for you Kim. I just have to get a little bit of information from you OK so we can get into your account.

utterance: Sure.

utterance: All right so I know you said your first name is Kim and that's just Kim not Kimberly?

utterance: Right exactly.

utterance: OK and what's your last name?

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

utterance: Thank you so much Miss Johns. And what is your date of birth?

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

utterance: OK thank you. And I have to ask you your security question. What is your mother's maiden name?

utterance: Sure, that's Murphy.

utterance: Thank you and the account number that's is in question. And what type of account is this?

utterance: it's my checking account and let me see here I don't know that off the top of my head and yeah, it's not on this on the statement. Of course it only has like the last four digits. hold on for one moment for me please. Let me go grab that.

utterance: Certainly.

utterance: Take your time.

utterance: Thanks hun.

utterance: are you still there Rose?

utterance: Yes I'm still here.

utterance: OK so sorry about that. I'm still looking for it. Bear with me OK?

utterance: No worries I understand.

utterance: Thanks so much.

utterance: You're welcome.

utterance: OK I found it. Sorry about that I sat it on the kitchen counter. I didn't even remember I did that.

utterance: No worries. I do that kind of stuff all the time.

utterance: I'm the worst. I cannot keep up with anything. OK the account number is one one two one zero zero zero five nine five.

utterance: All right. And what is the dollar amount that we are disputing today?

utterance: It's one hundred and fifty-three dollars and eleven cents. it looks like it's like a some sort of tech company. when I try to look it up online I couldn't find a telephone number for the company to contact them It didn't look like it was based out of the US. So I'm not sure but I just wanted to call you guys and dispute it coz I know that I haven't used any services from any type of company like this.

utterance: Nor have I charged anything for that amount.

utterance: OK and that's what I was gonna ask you if you had reached out to them and of course your reason for the dispute is because you don't recognize this transaction. I just have to ask you a few questions. I'm sorry they may sound a little bit redundant but I have to ask you in order to move this through to the dispute department. OK is there anyone else that could possibly have access to your account that might have made this transaction?

utterance: That's OK.

utterance: no. No one has access to my account information.

utterance: OK and do you have any membership regular membership or subscription fees set up that could be possibly have been?

utterance: I do have a recurring subscription from Apple for storage but it's only for its nine ninety-nine and it always comes out on the same date in the month and it's that like I said I know it's not not them because it always says Apple and it's never more than nine ninety-nine. And if it went up it better not have gone up to a hundred and some odd dollars.

utterance: I know right? I was thinking that as I asked like, oh my God who would be charging a hundred dollars but Anyway. OK so I think that I have all the information that I need. I'm gonna go ahead and get this over to the dispute department. that will take a few moments and I have to put you on a brief hold. I did want to ask just one more thing before I go. what is your updated phone number and email because I do know that's how they will contact you.

utterance: Yeah.

utterance: Sure, it's seven one seven nine nine three zero five seven six is my phone number and my email address is my first initial and last name. K Johns seven seven seven at Gmail dot com.

utterance: OK thank you so much Miss Johns. Bear with me just a few moments. I'm gonna go ahead and get over to the dispute department and get this investigation initiated for you OK?

utterance: OK thank you so much.

utterance: You're very welcome.

utterance: OK Miss Johns I want to go ahead and let you know that that investigation has been initiated. And it takes anywhere from three to five business days to to complete that. sometimes it takes a little bit longer. However, they will be contacting you through email and also phone. so be looking out for those for those communications as well. We unfortunately have to close the account. I mean we're not closing it but we are putting a hold on it just to make sure that those that no one else can make a fraudulent charge on your account OK? However, that freeze will come off of your account as soon as the investigation is done. OK?

utterance: Oh, OK.

utterance: Yeah I understand. Absolutely.

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

utterance: No that's everything. Thank you so much for your help. I appreciate it.

utterance: You are very welcome. and as a part of our Intelli family just Intellibank family I wanted to let you know that we really value your business and your loyalty and I hope you have a wonderful rest of your evening.

utterance: Thank you, you too.

utterance: Thank you. Bye bye. .


speaker_role: Agent

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

speaker_role: Customer

utterance: Yeah, hello. I need some help. Are you able to assist me I've been on the line for quite a while.

utterance: I'm sorry to hear that I'd be more than happy to assist you can I have your first and last name with your date of birth please?

utterance: Yeah my name is Robert Martinez and my date of birth is January first. Nineteen eighty-nine.

utterance: Thank you for the information. Can I verify your driver's license number?

utterance: Yeah that's zero one two three six five four.

utterance: Thank you and lastly can you confirm your security question oh what's your your your pet's first name your first name your pet's name.

utterance: Yeah that's Paco.

utterance: Thank you. How can I help you?

utterance: I received a text on my phone. On a charge that I did not really understand at all.

utterance: I'm sorry to hear that let me check what days it referring to?

utterance: I don't know this was two weeks ago I just did not have time to call. And now that I'm I'm waiting for some stuff to arrive I I accept let me go ahead and call and correct this while I can.

utterance: OK OK wonderful let me check do you remember what it said?

utterance: Yeah I'd asked about a transaction at a gas station for hundred and eighty dollars I never went to any gas station even close to oh where it was referring to

utterance: Oh OK OK does anyone in your household have any access to your debit card you're referring to?

utterance: No just me.

utterance: OK did you call the gas station to see if there was any information that can provide you with.

utterance: No actually I did not try calling them at all. I just want to delete the transaction. I don't know if you can do that I I didn't make it it's not mine. I don't need to pay for it.

utterance: I need my money back.

utterance: Did you try looking the locking access to the card online for not to be used again just in case someone has access to it or I don't know if you misplaced it.

utterance: no actually I have not. I don't have access online. Can you block the card? I'm not sure. I even have the card with me right now. I I pretty sure. It's somewhere. I don't use it that often that's why I know it's not my transaction. How can I do this online on my own without having to call?

utterance: Sure I I I would be more than happy to assist you. I can block the card for you. Did you go to your company website and register there's an option where you can block and unblock the cards at your convenience for whatever reason your more than welcome to do that if you decide to so online.

utterance: Oh wow OK I should've done that sounds good.

utterance: We we will look into the transaction to determine how it was made. It should take at least three days three business days for determination to be complete. They have to verify the full process if there's no pattern if there was no intent to do any other transactions and so forth and once the determination is made like I said after the business days someone will reach out to you. If not myself to provide additional information on what was the outcome of this.

utterance: Can we move all the balance over to another account I have on on file? Before it's placed on hold. I mean I still need to have some money available to use since the other account's not gonna have the money. accessible at least I want it somewhere where I can use it.

utterance: Yeah sure sure we can do that. What the account number we need to move the money over to?

utterance: Yeah that's three two one four five six nine eight seven.

utterance: Let me just confirm that it's three two one four five six nine eight seven. Is that correct?

utterance: Yes that's the account number that I would like to move the money over. Should be linked under the same information.

utterance: Yes I I can see that. be more than happy to move. You have total of ten thousand dollars. That we would be transferring over to your other checking account.

utterance: Great then that's wonderful. That's all that I'm gonna need. You have been a lifesaver and I'll make sure that I go online and

utterance: Register that way I can go and activate it and like find it or after I get the determination that you were talking about I'll make sure that I'm aware of doing this. I just hate being on the phone and waiting for someone to answer.

utterance: Wonderful. I'm so sorry to hear that you was Oh wonderful to help you with this transaction and thank you for calling Intellibank. Have a wonderful day.


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

utterance: Yes, I need to update my phone number on my account, please.

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

utterance: All right.

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

utterance: My name is Dale Walker.

utterance: That's D A L E Walker?

utterance: Yes.

utterance: All right, sir, could you give me your date of birth?

utterance: My date of birth is ten thirty-first one nine seven four.

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

utterance: Yes.

utterance: OK, sir, and for authentication purposes could I have your driver's license number, please.

utterance: just a minute please, hold on, I need to go find it.

utterance: All right, sir, take your time.

utterance: All right, thank you for that.

utterance: Put that number at. Driver's license OK, here I go.

utterance: All right.

utterance: My.

utterance: Driver's license number is six one nine five two four nine six nine.

utterance: All right, sir, to verify that number was six one nine five two four nine six nine?

utterance: Yes, correct.

utterance: OK, thank you so much for that. And for security purposes, could I have your childhood street address, please.

utterance: yes, I lived at two different address as a child.

utterance: OK.

utterance: the first one I got on on file is thirty-three forty-seven North Munroe Street.

utterance: All right.

utterance: And I have another one. It's thirty-nine seventy-four Rosewood Lane.

utterance: Mm all right, sir, it looks like we have the thirty-nine seventy-four Rosewood Lane on file.

utterance: All right.

utterance: OK, sir, and lastly, which account was this you were wanting to update?

utterance: it's my checking.

utterance: OK, sir, could you give me that account number, please.

utterance: Yes, it is five one four three three six seven zero seven zero.

utterance: All right, sir, to verify, that number was five one four three three six seven zero seven zero. Is that correct?

utterance: Correct.

utterance: OK, thank you, sir. Now, what information did you want to update? Was that your phone number?

utterance: Yes, ma'am, if you don't mind.

utterance: OK, sir, could you go ahead and give me that number, please.

utterance: yes, my phone number is area code eight four seven eight eight seven nine four four four

utterance: All right, sir, to clarity that number is eight four seven eight eight seven nine four four four.

utterance: Yes, correct.

utterance: All right, sir, that's an additional number. We also have on file eight four seven eight eight seven nine four five six. Do you want that removed or is that still valid?

utterance: that's still valid.

utterance: OK, sir, so you wanted to add an additional number?

utterance: Yes, please.

utterance: OK.

utterance: Sir, thank you so much.

utterance: All right.

utterance: Oh.

utterance: All right, I've updated that for you.

utterance: I sure appreciate it. How's your day going so far for you?

utterance: Oh, it's going pretty well Mr. Walker. How has your day been?

utterance: It pretty busy. You pretty busy there?

utterance: Yes, sir, busy all the time but I I like my day to go that way. That makes the time go by pretty fast.

utterance: I bet it does.

utterance: All right, sir, is that all you need from me today?

utterance: yes, I that's all I need.

utterance: OK, sir, so in the future, if you would like, you can actually update this information online. Do you no longer do you not have a online banking account?

utterance: yes, I have a online banking account.

utterance: but,

utterance: Imagines I am anyway I can do that? You got any information?

utterance: OK, sir, if you already have online banking, next time you log into your account you can go to the the personal information area, and it usually has all the information that you've got on file. you can go in there and you can update that information as soon as any changes have happened.

utterance: OK, I see. So any changes I can just update it?

utterance: Yes, sir.

utterance: OK, OK, I bet I can do that.

utterance: All right, s~.

utterance: OK, sir so is that all for you today again?

utterance: yes, I believe so. I think you covered everything. Let me see. Yes, I think, I bet you covered everything for me there ma'am. Sure appreciate all of your help.

utterance: OK.

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

utterance: Thank you very much.

utterance: All right, bye bye.

utterance: Bye, Bye.


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

utterance: Myra, I'm hoping you can help me find out a few things. I just can't figure out these darn statements I'm getting nowadays. They're so complicated. Like I'm trying to find the balance and no luck.

utterance: Well let's see if I can help you with some of that who do I have the pleasure of talking with please?

utterance: This is old Phil Thompson.

utterance: Mister Thompson, can you give me your phone number and address?

utterance: Sure. my phone number is seven oh four two six three four four six two. And my address is twenty-eight fifty-five Fairfax Way, Des Moines Iowa five oh three oh three.

utterance: OK can I also get the last four numbers of your social security and your date of birth please?

utterance: Well that would be forty-two ninety-one and I was born on May fourth nineteen forty-eight.

utterance: OK so it sounds like you have the question related to the account balance. Would that be correct?

utterance: basically that's what I want to know.

utterance: Can you please provide me with a checking account number?

utterance: Let's see I'm, I'm gonna have to look at the check here. hold on.

utterance: OK that's fine.

utterance: OK oh we got a check there that's four four two six dash one one nine zero dash four I'm sorry. Four three six two dash for two two zero. I, I think that's it.

utterance: OK let me repeat that. Four four two six one one nine zero four three six two four two zero zero. Is that right?

utterance: no. I think we got the last few numbers wrong. It's four two two zero, not four two zero zero.

utterance: Oh OK so four four two six one one nine oh four three six two four two two zero. Got it. Thanks. Give me a couple just a bit of time while I look up your information. And how's the weather where you are there in the Des Moines area? Is it getting cold there yet?

utterance: we're we're getting rain today and it's cooling down. Now the season is changing. I bet we get snow in a few weeks. I'm not ready for it at all. What's it like where you are?

utterance: OK we're having a bit of rain too. It's still warm though. Too warm for me. I wouldn't actually mind having some of that cooler weather here for sure. OK. I think I have see. I have one more question for you. I need your personal five digit security code you set up for the account. when you first opened, it helps us verify your identity and that you are who you say you are.

utterance: Huh let me see I've got this written down somewhere. Hold on. I believe it's five six eight two two. Unless my wife changed it. But let me double check that last number. OK. I guess it's five six eight two two. I don't see anything else written down here. Oh what are are your customer service hours on the phone by the way?

utterance: Thank you for the information. our customer service is available to help you from eight to six p.m. Monday through Friday and that's eastern standard time, and we're closed on the weekends. OK I have your balance on the checking account. Two thousand ninety-three dollars and forty-six cents. Do you also want your savings account balance as well Mister Thompson?

utterance: Sure. Might as well get it. Though it's probably embarrassing. My wife keeps dipping into it for some reason or another.

utterance: Oh OK. Well it's two four hundred, two hundred and forty-six dollars and ninety cents. Hey it could be worse. Is there anything else you require help with at this time Mister Thompson? Do you wish to to hear about our current high interest retirement savings promotion set not apply to you?

utterance: No I'm not interested in that I, I think that would do it for today. Thanks for your help.

utterance: It was my pleasure helping you today and please feel free to call us at Intellibank if you need any further assistance Mister Thompson.

utterance: I will. Bye.


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

utterance: This is Ranae Arnold. I was just looking over my account and it looks like my ex-boyfriend's still listed on my account.

utterance: And I wanted to have him removed. Well actually, I'd like to report my card lost or stolen first.

utterance: That's actually the main reason I called.

utterance: OK, no problem. OK, let's take a look at your account and get that taken care of for you.

utterance: OK, thank you.

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

utterance: It's Ranae Arnold and my birthday is two twelve ninety seven.

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

utterance: It's eight nine eight seven.

utterance: OK eight nine eight seven?

utterance: Yes, that's right.

utterance: OK and what is the address on the account?

utterance: It's nine one three Maple Avenue Richmond Virginia six two one three eight.

utterance: OK, do you know your account number?

utterance: No I don't know it.

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

utterance: I have my driver's license.

utterance: OK and what is that?

utterance: It's F nine six six three four one nine.

utterance: OK that's F nine six six three four one nine.

utterance: Yes, that's right.

utterance: OK and is it your checking or your savings account you're calling about?

utterance: Checking.

utterance: OK and did you lose your debit card?

utterance: No but I think it was stolen. Well, the numbers may have been hacked or stolen on mine because I have charges on it that I didn't make.

utterance: OK and what charges did you see that you didn't make?

utterance: The first one was on September fifteenth or September seventeenth for twenty four dollars and ninety five cents. I'm not sure which date it is though.

utterance: OK, it looks like that one was on the fifteenth.

utterance: OK.

utterance: OK so, this charge looks like it was for a free credit report company. Did you make that charge?

utterance: No.

utterance: OK cuz sometimes people accidentally will sign up for these as a free trial and then get charged for them later.

utterance: No I definitely didn't make that charge.

utterance: OK, is there any other charges you didn't make?

utterance: Yes.

utterance: the next one was for fifty nine dollars and sixty eight cents for a company I've never heard of on September seventeenth.

utterance: Yes, I see that one too. OK, it looks like that one was to some kind of online cash transfer company

utterance: OK so if you didn't make this transaction then either someone may abuse the free credit report to gain your personal info and then they may have also made the second transaction to transfer cash into their account from your account.

utterance: Oh my gosh, what can I do?

utterance: well we definitely need to go ahead and cancel your card right away.

utterance: And then I will send these over to our investigation team to investigate these for you. OK and you should hear something back from them within fourteen days.

utterance: so if they find that they these were unauthorized charges then you may able to receive a refund for those two items.

utterance: OK, great .

utterance: OK, did you know your debit card number so we can get that canceled?

utterance: Yes.

utterance: OK and what's the number?

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

utterance: OK that's seven zero zero three five three seven zero six nine one one five nine seven three.

utterance: Yes.

utterance: OK, gimme just a minute to get that canceled for you.

utterance: OK.

utterance: Have you been busy today?

utterance: yeah, it's been very busy today for a Monday.

utterance: OK Ranae looks like I've got that canceled for you and did you want me to go ahead and order a new card for you?

utterance: Yes but can we get my ex off my account first?

utterance: Oh yes absolutely.

utterance: OK good.

utterance: OK and what is his name Ranae?

utterance: It's Matthew Cooper.

utterance: OK could you verify your security question for me?

utterance: Yes.

utterance: OK, what's the street you grew up on?

utterance: Twenty-sixth street.

utterance: OK and did you want to add anyone else?

utterance: No just remove him.

utterance: OK, I got him removed from your account.

utterance: Thank you.

utterance: OK let's see. Let's go ahead and get that new card ordered for you.

utterance: OK.

utterance: OK Ranae, looks like your new card should arrive within ten business days to the address you have on file.

utterance: OK, thank you.

utterance: OK, is there anything else that I can help you with today.

utterance: Nope, I think that's it.

utterance: Alright, well you have a great day.

utterance: You too.

utterance: Alright, bye bye.


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

utterance: Hey Peter, how are you?

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

utterance: I'm doing all right. I'm calling about. I wanna make a dispute on a charge on my card.

utterance: OK. please give me your first and last name.

utterance: first name is Monica with a C. M O N I C A. And last name is Kalinski. K as a koala, A L I N as Nora, S K I.

utterance: Monica Kalinski. M O N I C A. K A L I N S K I. Correct? All right, thank you very much, Monica. May I have your birthdate, please?

utterance: Yes.

utterance: February twentieth, nineteen seventy-four.

utterance: All right. and I've got some accounts pulled up here. Which account are you calling in reference to?

utterance: the one that ends on eight one zero zero.

utterance: Eight one zero zero. And is that your credit card account? OK. And the. You said you were calling about a dispute?

utterance: Yes.

utterance: Yes.

utterance: what is the name of the company or the amount that you're disputing?

utterance: the name of the company is Overstock dot com. and the amount I am disputing is four thousand three hundred and one dollars.

utterance: OK.

utterance: OK. So I'm seeing this Overstock charge for four thousand three hundred and one dollars. can you explain to me, help me understand why are you disputing this?

utterance: so I have received so. First of all, I don't shop really online and I don't know where this charge is coming from. So, I have never bought anything from them. I call them they said that they can't find me in the system, but they have not re-returned my money. from from my credit card. So I want you guys to call them and get my money back, please.

utterance: OK.

utterance: Got it. So, this is a charge that occurred on your credit card and you never placed it and you never received an order for it? Is that correct?

utterance: That is correct.

utterance: Is there a chance that somebody else has your your credit card information?

utterance: no. Not that I know of.

utterance: OK. so at this point we should probably lock your card. Because if somebody is putting it through and has your card number and and information and the expiration date and the the security code to place a four thousand dollar charge on your card. we should probably lock it and get you a new card, and we can start the the dispute resolution process.

utterance: That will be great, thank you.

utterance: OK. So, I've gone ahead and canceled your credit card ending in eight one zero zero.

utterance: OK.

utterance: And we started the dispute resolution. Is there anything else that I can help you with?

utterance: when am I gonna receive the new card?

utterance: that new card, we can have it out to you tomorrow.

utterance: Do I need to be home? And where where are you sending it? do you have?

utterance: To your home address. The.

utterance: that is the seven thirty-seven Temerity Drive in Reno, Nevada. Nine one one zero one.

utterance: OK. Correct.

utterance: OK.

utterance: OK. anything else for this one? Do you need from me?

utterance: nope. So we will start this dispute resolution. We will go through and and somebody from our dispute resolution team will be in touch with you shortly.

utterance: OK. Like maybe in a couple days?

utterance: probably in the next yeah, in the next couple days.

utterance: OK. And I also wanna do a quick transfer between my two accounts, please.

utterance: OK.

utterance: OK. So, what account would you like to transfer from?

utterance: from three four one one one zero nine one four four five two ten oh eight. So from that one. From this checking account I wanna transfer five thousand dollars to the eight one zero zero account.

utterance: the eight one zero zero account is is has actually been effectively closed.

utterance: So, I can't transfer any money in there?

utterance: you're gonna have a new account number, so you, we can since we essentially closed your accounts and are issuing you a new. Closed your account and issuing you a new card we can put it towards a new card once you activate that account.

utterance: OK. So, that's gonna take a couple days.

utterance: Yes, that will take a couple days.

utterance: OK. And in the mean time I can use the other checking account to pay stuff with?

utterance: the the the three four. The one zero zero eight account? Yes, your that account is fine. It's just your eight one zero zero account.

utterance: Yep.

utterance: I can't do anything. OK.

utterance: It's the one with the.

utterance: The disputed with the dispute on it. And closing the account just in case somebody has your information.

utterance: All right. OK. I just wanna know, last question, Peter, I'm thinking about traveling, hopefully. Soon and can I can I use my travel card?

utterance: In Europe?

utterance: You mean your traveler's card?

utterance: Yeah, my traveler's card.

utterance: Yes. Your traveler's.

utterance: Card, yes. And where are you traveling in Europe?

utterance: Austria.

utterance: Austria, OK. I can make a note on that account. And when you travel to Austria so that it won't flag the transactions, in Austria.

utterance: that will be great. And do you guys have any fees for international charges?

utterance: For international charges, no, just the normal fbye bye. Your normal fees.

utterance: OK. That's great.

utterance: Your normal.

utterance: Interest fees.

utterance: OK. Wow, Peter, you were very helpful today.

utterance: Oh, thank you very much.

utterance: Well looking

utterance: Is there.

utterance: Anything else that I can do for you?

utterance: No, that's all. That's plenty, thank you so much.

utterance: All right. So, somebody will be in touch with you shortly from our dispute resolution team. And your new card will be issued and be at your door tomorrow. Sometime.

utterance: OK. Thanks so much, Peter.

utterance: All right. Have a wonderful day.

utterance: You too.

utterance: All right.

utterance: Bye.

utterance: Bye bye.


utterance: Hello, good morning.

utterance: Good morning, I'm Agnes. Thank you for calling Intellibank. Your name, please?

utterance: Yeah, my name is Rosaline.

utterance: Rosaline OK. What can I do for you today?

utterance: OK, so I'm calling as regarding a dispute on my account. On my credit card, sorry. So I'm hoping you can help me with that.

utterance: OK, let me pull up your account so I can check those charges. May I have your credit card number please?

utterance: Of course, of course, just give me a moment please.

utterance: OK. You can take your time.

utterance: OK, so I think it have it now.

utterance: OK.

utterance: So can I call it out now?

utterance: Definitely, now.

utterance: OK so Two one one.

utterance: Two one one.

utterance: Six three nine.

utterance: Six three nine.

utterance: Two eight five.

utterance: Two eight five.

utterance: Four one two.

utterance: Four one two.

utterance: Three five six.

utterance: Three five six.

utterance: Yes.

utterance: OK, please. Three five six zero. Zero, yes. Sorry, yes I missed that.

utterance: Thirty-five six.

utterance: OK.

utterance: Two one.

utterance: Yes, ma'am.

utterance: One six.

utterance: Yes, ma'am.

utterance: Three nine.

utterance: Yes, ma'am.

utterance: Two eight.

utterance: Yes, ma'am.

utterance: Five four.

utterance: Yes, ma'am.

utterance: One two.

utterance: Three five, six zero. OK, before we proceed, I need to verify some information for the security of your account.

utterance: Yeah, that's it.

utterance: OK, but. OK, OK, please go ahead.

utterance: OK, what's your full name, ma'am?

utterance: My full name is Rosaline Thompson.

utterance: Rosaline Thompson.

utterance: Yes.

utterance: Your date of birth?

utterance: That's September seventeen, nineteen eighty-seven.

utterance: September seventeen, nineteen eighty-seven. OK. For your security question, what is the name of your first pet?

utterance: Yes, ma'am.

utterance: OK, like. My first pet?

utterance: Yes.

utterance: Oh, OK, OK, OK, OK. OK, that's White.

utterance: White?

utterance: Yes.

utterance: OK, that's good. Thank you for verifying your information. Do you have a statement for your credit account? For your credit card, rather, ma'am.

utterance: OK, yes, I do. Yes, I have. I think I have it with me here.

utterance: OK. Which charges are you referring to?

utterance: Yes, give me a moment.

utterance: OK.

utterance: OK, so I'm trying to realize the charges online. The last charges.

utterance: OK. May I have the dates and the amounts, please?

utterance: OK, the first one was on the third of March. And the amount was one fifty dollars. Sorry, one thirty dollars. One thirty dollars. Yes. And the second was on the third of April. With sixty-seven dollars.

utterance: OK.

utterance: OK.

utterance: OK.

utterance: I think those are the charges. Tho. Those two charges are. That's what I'm referring to.

utterance: OK. Do you have any recurring payments charged on your. On your credit card?

utterance: No, no, no, I do not have any.

utterance: OK, I see. Have you tried calling the merchants to check those charges?

utterance: OK, I think what I have is just my internet and home phones. Those are the subscriptions I have. I don't know. Anyways, I've called them anyways. I've called them both. None has been picking.

utterance: OK, I can see. I can see that there is a phone number showing on your statement. That's why I .

utterance: Oh no no. I have. I've called them. I've tried calling several times but no one is picking.

utterance: OK, we are. We. We are going to have our own investigation on those charges.

utterance: Oh, OK, OK. That's good. well I appreciate that. How long is that gonna take?

utterance: I necessarily can't provide a specific time. But in the meantime, we will freeze those charges.

utterance: Oh, OK, OK. That's good. OK, that's good. Thank you. Thank you. That's a very good one.

utterance: OK, ma'am. I want to. I want to advise you before we bring this conversation to an end. Maybe you should always keep your credit card to yourself. You don't. You don't have to share it with outside all your people. It should be a private property. You don't have to give it out. Because those with the with the with the credit card numbers. They could Transactions. Transactions can be. Can be carried out without your consent.

utterance: OK, yeah, I'm aware of that. I don't just . Anyways, I'm very careful with my credit card. And as you said, I would. I would be cautious.

utterance: OK. I would like to know if there are. There are other things you would like to check on the account.

utterance: OK. Another, please. Can you help me pull up my account? I want to check for my balance.

utterance: OK, ma'am. Hold on. OK. From from what I have here, your account balance is three hundred and fifty-five dollars ma'am.

utterance: Oh, OK, OK. Yeah, you're right. That's good. That. That's it. Thank you so much, madam. That's very good. That's a very much information. Thank you. And as you said as regarding credit card, I will be much more careful. Thank you so much.

utterance: OK, one second. Thank you for calling Intellibank. You have a nice day, and enjoy the rest of your day, ma'am.

utterance: OK, ma'am and you, too. Just please ma'am. Just please, please, please, please. I'm sorry to cut you. Can I have a moment?

utterance: You are free ma'am, sure.

utterance: OK.

utterance: OK, so please. You said the current balance. My my balance now is three three thousand.

utterance: Did you say three hundred or three hundred? OK, Three hundred and seventy-five dollars.

utterance: Three hundred and seventy-five dollars, ma'am.

utterance: Yes.

utterance: Oh, OK. OK. OK. OK, OK, yeah. It's all right. It's all right. sorry about that. I'm gonna confirm again. Thee hundred and seventy-five dollars.

utterance: Yes, you're right, ma'am.

utterance: OK, that's good.

utterance: Do you have anything you'd like to know? Are you sure? OK, ma'am. Thanks for calling Intellibank. Enjoy the rest of your time. Enjoy the. Enjoy the rest of your day, ma'am.

utterance: No, no, no, no. That's it for now.

utterance: Yes, I'm very sure.

utterance: Thank you so much. Thanks for all the time.

utterance: Yes. You, too.


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

utterance: yes, I need to make a wire transfer.

utterance: All right. I can certainly help you with that. Can I get your first and last name, please?

utterance: Dan Thomas T H O M A S.

utterance: All right. Thank you Mr. Thomas. And your date of birth, please.

utterance: May twelfth nineteen sixty.

utterance: Thank you. And can I get the account number and the last four of your social?

utterance: The. Hang on just a second while I I grab my account number.

utterance: Absolutely. Take your time, Mr. Thomas.

utterance: OK. I've got my account number. Seven three zero six nine five six eight two nine. And my last four of my social security number is eight zero one one.

utterance: All right. Thank you for that. And then just the security question to verify your identity. what is your mother's maiden name?

utterance: Green G R E E N.

utterance: All right. Thank you Mr. Thomas. I've got your account verified and pulled up in front of me. And you were wanting to make a wire transfer. Is that correct?

utterance: That is correct. can you tell me how soon that money will be transferred and if there is there a fee associated with it?

utterance: Absolutely. our wire transfers will complete within forty-eight hours.

utterance: And there is a one percent fee charged on the the amount transferred.

utterance: OK. That sounds good.

utterance: How's the weather doing where you're at.

utterance: weather's doing pretty good here. It's it's really sunny today but not too hot, which is nice.

utterance: That's good.

utterance: It's been raining a little bit here on and off but not too bad.

utterance: Well, that's that's good.

utterance: if you can go ahead and provide me with the account number of the account that you'll be sending the money from.

utterance: OK, the account number is six two five two seven five four five seven eight.

utterance: Unnecessary background. And the routing number for that account is nine one eight eight one nine seven three nine.

utterance: And

utterance: And I need some money transferred to my daughter to pay her bills.

utterance: All right. Absolutely. Thank you for that information.

utterance: and can I get

utterance: I'm assuming this is going to be a a domestic wire transfer. Is that correct.

utterance: That's correct.

utterance: All right. And can I get the bank account number that you'll be depositing into?

utterance: the bank account number is nine one five nine four five oh six five zero.

utterance: All right. Thank you, Mr. Thomas. I've got that information put in here. And how much were you wishing to transfer today?

utterance: five hundred dollars.

utterance: All right. I can certainly do that. five hundred dollars and zero cents will be transferred from your checking account into the account that you provided me with. Is that correct?

utterance: That is correct. And and this is my intel bank checking account that it's gonna come out of. Right?

utterance: do believe you meant the Intellibank checking account. But yes, that is correct.

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

utterance: All right. Let me just go ahead and verify those numbers.

utterance: All right. The last four of the routing number is nine seven three nine. Is that correct?

utterance: That is correct.

utterance: All right. And the last four for the account number that we're depositing into that's seven five one four. Is that correct?

utterance: That is correct.

utterance: All right. I've got that verified and setup for you. So I'll go ahead and make that transfer and the money should show up in your daughter's account within forty-eight hours.

utterance: OK. I do appreciate it.

utterance: All right. And then just to remind you there will be a one percent fee on that five hundred dollars.

utterance: OK.

utterance: All right, sir.

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

utterance: I don't think so. You've been a great big help.

utterance: All right. Well, thank you very much, Mr. Thomas. And I do appreciate you calling us today.

utterance: There will be a brief survey after we hang up here if you don't mind sticking around to fill that out. Let us know how we did and how we can help you better in the future.

utterance: OK. You have a good day as well.

utterance: You too. Goodbye.


utterance: Good afternoon. Thank you for calling Intellibanking hotline. How may I help you?

utterance: Oh yes. Good afternoon. My name is Christina Johnson and I was interested in doing a a wire transfer.

utterance: Not a problem, Mrs. Johnson. I'll be happy to assist you with that today.

utterance: Can you please verify your first and last name again?

utterance: Yes. My name is Christina Johnson.

utterance: Thank you thank you so much, Mrs. Johnson. May I please have your date of birth?

utterance: sure. That's ten ten nineteen sixty.

utterance: Thank you so much Mrs. Johnson. I appreciate that.

utterance: I'd like to also, just for security purposes, can you please validate your last four digits of your social?

utterance: sure. Not a problem.

utterance: That's seven one one one.

utterance: Thank you so much, Mrs. Johnson.

utterance: And, then for security reasons I also need to ask can you please provide me with either your mother's maiden name or maybe the street you grew up on or maybe your first pet?

utterance: sure. Not a problem. I'll give you my mother's maiden name.

utterance: Which is Jones.

utterance: Thank you so much, Mrs. Johnson. I appreciate that.

utterance: All right, Mrs. Johnson, just wanted to verify some information. All right, perfect. could you please provide me with the account number where this money is gonna be withdrawn from?

utterance: I apologize, Mrs. Johnson. Can you repeat that?

utterance: Yes. I was asking do you need my account number to know which account it's gonna be withdrawn from? So, it's coming from my and I wanna give you my account number for which you gone gone do the wire transfer.

utterance: Oh yes, Mrs. Johnson. I apologize. yes. I would need the withdraw bank account number.

utterance: not a problem. I'll go ahead and get that account number ready for you. Just give me one brief moment. I got to go ahead and go downstairs and grab that. I don't have that readily available in front of me at the moment.

utterance: Not a problem, Mrs. Johnson.

utterance: OK. Well I have the account number right now.

utterance: OK. Go ahead, Mrs. Johnson, and give me that account number.

utterance: That account number is one one twenty-three eighty-one zero zero twenty-nine.

utterance: Thank you so much, Mrs. Johnson. May I please also have the routing number for that account?

utterance: Yes. It's zero one eighty-two seventy-three six four four.

utterance: And, how much money are you looking to wire transfer today?

utterance: I want to do a thousand dollars.

utterance: OK. Not a problem, Mrs. Johnson.

utterance: Can you please give me the account and routing number for which this money's gonna be deposited into?

utterance: not a problem, darling. Let me just go ahead and grab that for you.

utterance: OK. The account number is zero zero zero one two three four seven eight nine nine.

utterance: And, the routing number will be fifty-six seventy-eight ninety-eight one two three four.

utterance: Thank you so much, Mrs. Johnson. I was able to go ahead and get that taken care of for you. Just give me one brief moment please while I put that in.

utterance: And, also Mrs. Johnson, I wanted to ask what kind of transfer would this be? Is it just domestic or international?

utterance: this is gonna be a domestic wire transfer. And, I just gave you my the deposit routing number. You have that right?

utterance: yes. We have that, Mrs. Johnson. Thank you so much.

utterance: Just wanna go ahead and verify everything.

utterance: OK. Looks like you're all set up, Mrs. Johnson. Do you have any other questions?

utterance: yes. I did a few other questions. I'm also wondering can you as far as when I say local time just like what time your businesses are open. Like the local. The local nearest branch from my home.

utterance: Not a problem, Mrs. Johnson. Could you provide me with your address please?

utterance: sure. It's one one zero seven Avenue Lane. And, that's in Greenacres, Florida.

utterance: Thank you so much, Mrs. Johnson. Let me pull that up for you. Yep, you have two local branches near your home. And, they have the same hours. They're open from nine to six, Monday through Friday.

utterance: Saturday they're open from twelve to five, Sunday twelve to five.

utterance: And, they also have a drive-through ATM and that's twenty-four hours as well.

utterance: Well thank you so much for providing that information.

utterance: I really appreciate it. I just get kind of confused when I'm trying to figure out what time to visit the bank, with my schedule and such.

utterance: Not a problem, Mrs. Johnson. I'm glad I was able help you with that. Do you have any other questions?

utterance: yeah. I was interested in knowing what kind do y'all offer? Do you have any sort of like auto loan? I was interested in doing something for my me and my husband wanna get a different car or vehicle. We just trying to downsize so we just need to figure out if we can afford one.

utterance: Not a problem, Mrs. Johnson. If you go onto our bank at WWW Intel banking dot com once you get to the website there will be tab that says auto loan.

utterance: Just click on that screen, on that tab, and it will be a pull down screen and you'd be able to apply for an auto loan. Once you are approved for the auto loan it will tell you the amount. You can print that out and take that to your local dealership and you can purchase your vehicle.

utterance: The amount will be shown and that amount is good for the next ninety days. So, just make sure you plan ahead when you're going to apply for the auto loan that you know it's good for thirty days.

utterance: The amount that's given and that's the amount you've you will be approved for.

utterance: Oh. Well thank you so much, darling. I'll go ahead and check that out with my husband and we can figure that out. So you're able to do the wire transfer, correct?

utterance: yes. we're able to get that completed for you.

utterance: All right. Thank you so much, ma'am.

utterance: not a problem, Mrs. Johnson. You have yourself a great day.

utterance: Is there anything else I can help you with it?

utterance: No, darling. you did great. Everything all my needs have been met. I appreciate your time.

utterance: Not a problem, Mrs. Johnson. You have yourself a great day.

utterance: You do the same too, darling. Thank you so much again.

utterance: Not a problem.

utterance: Thank you for banking with Intel Banking. You have yourself a great day.

utterance: Bye bye.


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

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

utterance: I'm doing great, Kim. How are you?

utterance: I'm doing pretty well. I've I've actually been out enjoying this weather, did a little gardening today. It was really nice.

utterance: Sweet. Oh my God, I wish I could get in my garden. Unfortunately, I am stuck inside working weekends. So

utterance: Oh, no.

utterance: No fun for me.

utterance: No, I remember those days, and that is not fun.

utterance: No, I would totally love to trade places with you. I keep looking at my garden wistfully like soon, soon again, we will be together.

utterance: That's hilarious. Well, Rose. I called today about I need a couple of things actually. I need to close my savings account that I have with you all. and I also had a charge show up on my checking account that I need to check check check with you guys cuz I don't recognize that and I would like to dispute the charge.

utterance: Oh, certainly. I can help you with both of those things. first I'll have to get some information from you so we can handle the first issue with closing your account.

utterance: Sure, yeah.

utterance: All right. so, let's see. So I'll need your last name, and can you spell it for me please?

utterance: Sure. My last name is Johns. That's J O H N S.

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

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

utterance: Thank you so much. And can you tell me what the answer to your security question is? What is your mother's name, maiden name, excuse me?

utterance: sure, it's Murphy.

utterance: Thank you. And also the account number that you need to close.

utterance: OK. let's see here. My savings account Here we go. It is one one two, one zero zero, zero five nine three.

utterance: I have a different account number for your savings?

utterance: Oh, you know what. I think I read the last four digits wrong. Hold on, lemme do this one do it again. it's one one two one zero zero, zero five, nine two.

utterance: OK.

utterance: OK. Thank you so much. That's that's correct. And I'm so sorry. You did you tell me your reason for wanting to close?

utterance: Great.

utterance: yeah. Actually, the savings account is charging and right now unfortunately, my husband got laid off from his company. They down-sized cuz they are, you know, it's a restaurant and they're not making enough money, you know since everything with COVID last year. So.

utterance: Yeah.

utterance: Things have been really really difficult and, you know, we've been we've been trying to hold onto this savings account, but you know, it's becoming more expensive cuz we're getting charged when our balance is below, you know, the hundred dollars so, we we just can't afford it right now. So we have to cancel it and I'm hoping. I think there's like fifty-two dollars or something like that in there and I'd like to transfer that over to to my checking as well.

utterance: Mhm.

utterance: Certainly, I can definitely help you with that and I completely understand. I I hear that more often than you would even think of. COVID is really made it so difficult for so many of our customers to even stay with our bank. because of the fees. And, you know, those things add up, and it's just a very unfortunate situation for so many. I'm. I'm sorry that you are having to endure this.

utterance: Yeah.

utterance: Well, thank you. I appreciate it. It's, you know it's been rough. I know we will come back from this, but you know, it it's definitely been rough.

utterance: Yeah. I I feel like I feel like there is a brighter future ahead, but I think it's a little off in the distance. Too far for any of us to get excited about and I'm hoping that it it happens a lot sooner for you and your husband. and I. You're welcome. I just wanted to make sure that I heard you correctly. the deposit account that you would wish to transfer that money over to is your checking, correct?

utterance: Thank you.

utterance: yes.

utterance: OK. and can you please give me the deposit account number?

utterance: Sure, my checking account number is one one two, one zero zero, zero five, nine five.

utterance: All right. Thank you so much. So I'm going to go ahead and close this account for you. And to get that done first. And then, I'm going to transfer. Oh, I'm sorry. Let me do the transfer first and then I'll close the account. I apologize.

utterance: OK, thank you. No worries.

utterance: You're very welcome. Bear with me just a few moments.

utterance: OK.

utterance: OK. Ms. Johns, I just wanted to advise you that the account balance in your checking now with that fifty-two dollars being added will now be at five thousand fifty-two dollars and thirteen cents. And the savings account is now closed. I've sent confirmation of that to your email. You should receive that in about thirty seconds, and if you don't mind, could you please check that for me so I know that you got it?

utterance: yeah. I saw it come through on my phone actually, just a second ago, so I did receive that.

utterance: Fantastic, so the closure has is is now so it it's it's now closed. That account is no more. And would you like any further information about any of our other banking products we have available?

utterance: no, but I do need to dispute a charge on my checking account. the, you know, the same account number that you just deposited the money into. there was a charge on September seventeenth. for twenty-seven dollars and fifty cents. from a company that I didn't recognize. it just says T Y B L. so I I I did wanna dispute that charge.

utterance: OK.

utterance: Certainly.

utterance: OK. T Y B L. All right, and that was on September seventeenth? Bear with me just a moment while I pull that out for you.

utterance: OK, thank you.

utterance: You're welcome.

utterance: All right. I do see that here. OK. This looks like it's an international company.

utterance: Hmm. Yeah, I haven't made any international purchases any anytime recently.

utterance: No.

utterance: OK. Ms. Johns, I do have a few questions to ask about this before I set up the dispute with our dispute department. do you know if anyone else has access to your account that could've made this transaction?

utterance: Mhm.

utterance: No. No one has access to any of my checking or saving information.

utterance: OK. And you don't recognize any of these details from this business?

utterance: No, I definitely don't recognize the details.

utterance: OK. And do you have any regular membership fees or subscription fees that you know of?

utterance: just one for Apple. For storage on my phone. That's the only one that I have on a regular basis.

utterance: OK. And have you contacted this business that made the transaction?

utterance: I couldn't find any customer service information for them, and I've never heard of them. So, I just, you know, I figured I would call you guys and dispute it.

utterance: All right. Well, I'm gonna go ahead and send this over to our our dispute department. these disputes take between three to five business days. And once that dispute has been taken care of that department will reach out to you on the phone number that we have on file, and also send you a confirmation of it in your email. And I'm sending that over right now. Could you check your email for me and make sure that you got confirmation of this dispute that's been opened?

utterance: yep. I did get it. I saw it just come through right right now.

utterance: Thank you so much. All right. And is there anything else that I can do for you today, Ms. Johns?

utterance: no. That's everything. Thank you so much for your help. I really appreciate it.

utterance: You are very welcome. And we really appreciate your business here at Intellibank. And thank you for being a loyal customer. I hope you have a wonderful rest of your weekend, Ms. Johns.

utterance: Thank you, hun. You too.

utterance: Thank you. Bye bye.

utterance: Bye.


utterance: Good afternoon. Thank you for calling Intellibank in help hotline. How may I help you today?

utterance: Oh yeah hi good evening. my name is Sarah Jones and I was looking to do a wire transfer today.

utterance: Oh, not a problem Mrs. Jones. I would gladly able to assist you with that for authentication purposes can you please verify your first and last name?

utterance: Oh sure, Sarah Jones.

utterance: Thank you so much Mrs. Jones. May I please have your date of birth.

utterance: Sure that's not a problem. That's zero, one, zero, one.

utterance: Mrs. Jones are you there?

utterance: Yes, I apologize. It must be my my service. It's zero, one, zero, one nineteen eighty-eight.

utterance: Thank you so much for verifying that information for me Mrs. Jones. And for for security purposes can you please verify your mother's maiden last name?

utterance: sure. that was Smith.

utterance: Thank you so much Mrs. Jones.

utterance: And you said you're interested in doing a wire transfer, is that correct?

utterance: yeah that is correct. I was interested in doing a wire transfer.

utterance: I I would gladly be able to assist you with that. In order to complete this wire transfer I'm gonna need your bank account information, do you have that available in front of you.

utterance: yeah I do. It's not right in front of me. Just give me one brief moment I gotta grab it out of my purse, do you mind?

utterance: Sure, that's not a problem.

utterance: Thank you so much.

utterance: Not a problem Mrs. Jones whenever you're ready.

utterance: OK darling, I'm ready to go.

utterance: OK. In order to begin I'll need your withdrawal bank account number.

utterance: OK. I have that in front of me. That is one, eight, nine, zero, zero, zero, one.

utterance: Thank you so much for verifying that information for me. And how much money are you looking to withdrawal from this account to complete this wire transfer.

utterance: I would like to do fourteen hundred please.

utterance: Not a problem Mrs. Jones. And what type of wire transfer is this gonna be? A domestic or international?

utterance: This will be a domestic wire transfer for this evening.

utterance: Not a problem Mrs. Jones.

utterance: OK.

utterance: In order to go ahead and complete this wire transfer, can you please provide me with the account deposit number?

utterance: Oh, sure not a problem. And when you say account deposit number Oh, OK yes I see it on my phone. Just give me one brief moment to read it out. OK I have it right here. One, two, three, four, one, two, three, zero, zero, one,

utterance: Thank you so much for providing that information for me. Now can you please provide me with a deposit account number.

utterance: Oh, sure not a problem I can pull that up for you. Just go get my form over here. OK, it is four, zero, one, one, one, two, five, five, two.

utterance: Thank you so much Mrs. Jones for verifying that information for me. Let me go ahead and complete your transaction, just give me one brief moment. OK Mrs. Jones I was able to complete that wire transfer for you today.

utterance: Oh. Wonderful, wonderful, wonderful.

utterance: Do you have any other more questions I can assist you with today Mrs. Jones?

utterance: yeah I actually I was looking to see how I can figure out what time the local branch near my home. What are their hours? Can you provide me with that information?

utterance: Sure not a problem Mrs. Jones. Please verify your street address for me.

utterance: sure. That's eight thousand Peter Parker Way.

utterance: Thank you so much Mrs. Jones. Can you please provide me with your city and state?

utterance: yeah. That's Encant in Georgia.

utterance: Oh, wow you live in a beautiful state. I love visiting the mountains in Georgia, it's so pretty.

utterance: Oh yeah darling. I love having the four seasons over here. The snow, the winter, the fall. Things of that nature. It's just wonderful to live here with seeing my grandkids and things of that nature and going to the apple farm and pumpkin patch and all that. They just love it, they eat it up. Every time.

utterance: Well that's so sweet and nice to hear. OK Mrs. Jones I was able to verify that you have two local branches near your home based off the address you gave me.

utterance: Oh, that's wonderful. I would just like to have the closest address to my home. I just need to know what times they are they operating.

utterance: Not a problem Mrs. Jones. They're open Monday through Friday from eight a.m. to six p.m.. Saturday and Sunday they're open from twelve p.m. to five p.m..

utterance: Oh. That's just wonderful wonderful wonderful. Do they have an ATM at that location? I know some banks they have ATMs inside or they just kinda got rid of them. Can you verify and let me know if there's ATMs at that location?

utterance: Sure, not a problem Mrs. Jones. Just give me one brief moment. Yes, Mrs. Jones after verifying that information that branch I just gave you the address to. They do have ATMs available. there's one that's a drive through and one that's actually inside located in the building. In order for you to access the one inside the building you'll need your debit debit card to enter the building. And they ATMs are available for twenty-four hours access for you to use.

utterance: Oh, that's just wonderful! Thank you so much!

utterance: Not a problem Mrs. Jones. Is there anything else you need help with?

utterance: I don't think so darling. I think got everything you know completed. My main thing was the wire transfer, so thank you so much for helping me with that this evening.

utterance: Not a problem Mrs. Jones I'm glad I was able to assist you. Should you should you have any other questions or any concerns please feel free to give us a call back. We'll be gladly able to assist you.

utterance: Oh. Well thank you so much.

utterance: Not a problem. Thank you for banking with Intellibanking, have a great evening.

utterance: You do the same darling, thank you!

utterance: You're welcome. Bye bye.


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

utterance: Hey Carl, it's Tanya Bishop. How's it going?

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

utterance: Oh

utterance: I'm very excited. I bought a new house.

utterance: Oh, congratulations!

utterance: Thank you very much.

utterance: how may I help you?

utterance: well, I'm still going to stay customer with you guys cuz I love you so much, everybody knows me there, especially when I drive in and I I don't know where you are located but I love our local bank.

utterance: OK.

utterance: Where are you located?

utterance: I'm on Main Street in downtown Heber, Montana.

utterance: I go I go to the other one.

utterance: OK.

utterance: on the on the corner of Heber Avenue and Peek-a-Boo Street. It's kind of funny, yeah.

utterance: Oh.

utterance: On the corner of Heber Avenue and Peek-a-Boo Street?

utterance: Uh-huh.

utterance: Yeah.

utterance: Yep.

utterance: Oh. That's a nice branch isn't it?

utterance: Yep.

utterance: Yeah, it's kind of small and. Sorry, it's like family branch. So yeah I just love I just love Trish when she's on the outside window and when I drive by it's like oh it's just great. Anyway, so.

utterance: Got it.

utterance: OK, so what do we need to do? We need to.

utterance: we gotta change my address.

utterance: OK. Alright, so. Give me your your birthdate.

utterance: birthday is January first nineteen seventy-eight.

utterance: a New Year's baby, huh?

utterance: Yeah yeah.

utterance: Yeah? Alright and your current address?

utterance: so the old address is two seventy Silver Cloud Road.

utterance: OK.

utterance: Heber, Montana, nine one zero one one.

utterance: Alright, and I have that and that's the address that we have on your account. so the last four of your social security for security purposes?

utterance: It's three four one one.

utterance: Three four one one, OK that checks out. OK. So how we have the two seventy Silver Cloud Road.

utterance: Yes.

utterance: So, what is your new address?

utterance: my new address it is two nine one two.

utterance: Two nine one two.

utterance: Saddleback Road.

utterance: Saddleback Road.

utterance: Heber, Montana.

utterance: Heber, Montana.

utterance: And

utterance: Then nine the same ZIP code.

utterance: Nine one zero one one?

utterance: Yes.

utterance: OK. Alright. So I have gone and updated your address there.

utterance: OK.

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

utterance: So

utterance: Anything that you guys send me is just going to go from now on to my new address? OK.

utterance: To your new address. Correct.

utterance: OK.

utterance: As of right now any new mailings any new statements anything like that will go to your new address.

utterance: OK.

utterance: Cuz I've been calling all morning to you know, I got to change everything and it's like Oh my gosh! Who have I missed?

utterance: Got it. Are you did you buy your home or are you renting?

utterance: Yeah.

utterance: Yeah I bought it.

utterance: Did you use our mortgage?

utterance: I did.

utterance: Good, I'm glad.

utterance: I did, yeah, you guys are on it, it was just you know, easy on your side, easy on my side. And it's just it was a very smooth transaction.

utterance: Alright, perfect.

utterance: Yeah, I'm excited.

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

utterance: no actually that's all.

utterance: OK.

utterance: Yeah.

utterance: Well, thank you for calling Intellibank. And we appreciate you being a customer.

utterance: Yeah, thank you. I'll stop by again. Maybe I'll come say hello at the Main Street office.

utterance: All right.

utterance: All right, sounds good.

utterance: All right, thanks.

utterance: All right. You have

utterance: A wonderful day.

utterance: You too, bye.

utterance: All right, bye.


utterance: Thank you for calling Intellibank customer services. My name is Steven. How can I assist you?

utterance: yeah. My wife she's been writing checks like crazy. And. And. I just need to to find out how we stand with our checking account.

utterance: Well certainly I can assist you with that. Can I have your full name please?

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

utterance: Thank you sir. And can I have your date of birth?

utterance: May twelfth nineteen sixty.

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

utterance: Eight zero one one.

utterance: Thank you for that information. I'll go ahead and pull up your account here. And I do see you have the extra security on your account. So can I have you answer the security question? What was the name of the street that you grew up on?

utterance: Magnolia Street.

utterance: All right. Thank you for verifying that for me Mister Thomas. I've got your account pulled up here and I do see that there have been quite a few checks processed recently. And I am seeing a a current balance in your account of negative one hundred and thirty-six dollars and eleven cents.

utterance: she she's been writing so many checks she's putting us in the hole. I'll be. What am I gonna do now? And and I guess. I guess I've been getting hit with penalties and fees and all that stuff too.

utterance: yes sir. I'm I'm very sorry for the inconvenience that this has caused. I I do understand your frustration with the situation. from what I can see it looks like you've only been charged one overdraft fee. so I can tell you that if you were to bring that balance back above zero by the end of the day. you will not be getting any more fees associated with this.

utterance: OK. I can I can do that. I I've got a savings account with you. is there any way you can waive that fee for me?

utterance: Give me just one moment sir. Let me put you on hold and ask my supervisor if I can waive that fee for you.

utterance: OK.

utterance: All right if you'll hold on the line for just one moment.

utterance: All right Mister Thomas are you still with me?

utterance: I am.

utterance: All right. I have asked my supervisor and he said that that yes I can waive that fee this this time as you are planning on rectifying the situation immediately. And And that I would also encourage you would. If you would like to be setup with online banking. where you can have alerts in case an issue like this were to arise in the future.

utterance: OK yeah that might be good.

utterance: All right sir I can certainly do that for you. Let me go ahead and take care of that transfer. I do see your savings account that you have with us. And it looks like there is an available balance there of nine hundred and sixty-two dollars and eleven cents. would you like to use a portion of that balance to rectify the negative balance on your checking account?

utterance: yes let's do Let's transfer three hundred dollars.

utterance: Absolutely sir. I have got three hundred dollars to transfer from your savings account into your checking account. Is that correct?

utterance: That is correct.

utterance: All right sir. I've got that processing for you. And you should see that money become available in your checking account minus any fees or other costs associated with the negative balance. the the overdraft fee will be reversed but that may take up to five business days for that to take place. so just be aware when you do see this money posting to your checking account it will be lower than the amount that you might have expected.

utterance: OK. I guess I'm gonna have to take the checkbook away from the wife.

utterance: I understand that sir. now let me go ahead and pull up the screen to get you set up with online banking.

utterance: OK. That sounds good.

utterance: All right. If you can verify the email address for you.

utterance: D Thomas at A B C dot com.

utterance: All right sir. And is that what you would like any messages or communication about your online banking service sent to?

utterance: Yes please.

utterance: Certainly I can do that and I've I've got a username and a temporary password for you if you'd like to write those down.

utterance: OK I'm ready.

utterance: All right sir your username is doing to be D Thomas T H O M A S and then the number zero zero three.

utterance: OK.

utterance: And your temporary password is going to be capital P one four capital T capital H seven.

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

utterance: All right sir and so all you need to do is go to the Intellibank dot com homepage. And in the top right hand corner there will be a section for you to provide your login details. And at your first login it will prompt you to create your own unique passcode.

utterance: OK. Sounds good!

utterance: All right sir. Well again I apologize for the inconvenience of the situation. and. But I am glad that I was able to get that fee reversed for you. and if there's nothing else that I can do for you you can have a wonderful rest of your afternoon.

utterance: OK. That sounds great. You've been a big help. And I appreciate it.

utterance: Thank you for letting me know that sir. You have a wonderful day.

utterance: All right thank you.


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

utterance: It's Marsha Stevens.

utterance: OK. Stevens. can I get your date of birth?

utterance: One one, nineteen sixty.

utterance: OK. Oh, a new year baby. for security purpose, can I get your email?

utterance: my email.

utterance: Yes.

utterance: Is pineapple hint at Gmail dot com.

utterance: Pineapple hint?

utterance: Yes. H I N T.

utterance: OK, at Gmail dot com?

utterance: Yes.

utterance: All I like that drink. OK. All right. Also for security purpose, can I get your state ID or driver's license number?

utterance: Yes.

utterance: It's P G one three three, seven four eight.

utterance: OK. And how can I help you today?

utterance: Well, I want to transfer money from my savings to my checking.

utterance: You want to transfer your money from savings to your checking?

utterance: Yes.

utterance: OK. All right. We can do that. can I get your savings account number?

utterance: My savings account number. Yes, you may. It's A A zero zero, one four five five, six zero zero, nine eight.

utterance: OK. You said nine eight?

utterance: Yes.

utterance: OK. All right.

utterance: And can I get your checking account?

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

utterance: You said four three, three?

utterance: No. No. Four three, five five, nine eight.

utterance: Oh, OK. Sorry about that.

utterance: No problem.

utterance: OK, and how much are we transferring to checking?

utterance: We're gonna

utterance: Do about two thousand.

utterance: Two thousand?

utterance: Yes.

utterance: OK. Let's get that ready.

utterance: OK.

utterance: Mm, how are you doing today?

utterance: I'm doing great. I'm doing great.

utterance: OK, that's good.

utterance: I'm looking forward to the seasons, to holidays, Thanksgiving, Christmas. Yes, Christmas.

utterance: Oh, man.

utterance: My favorite time of year. Love decorating, love the food.

utterance: that look. That's where you that's where you wanna be at. Food.

utterance: Love the food.

utterance: With this with this COVID and everything, I'm I'm glad I still see some people with higher high spirits.

utterance: Yeah. Yeah, you have to. You have to.

utterance: Yeah.

utterance: Yeah.

utterance: Got to just

utterance: Pray on it, and keep it going.

utterance: There you go.

utterance: Keep it going.

utterance: There you go. I been definitely doing some praying.

utterance: Oh, yeah.

utterance: All right. And that's two thousands into your checkings account?

utterance: Yes.

utterance: OK. Just double check to make sure.

utterance: All right. Mkay. In real time, this should be updated into your account within the next three to five minutes. is there anything else you need, missus?

utterance: Mkay.

utterance: Much is. Is. Is left in that savings?

utterance: Savings, OK. After the two thousand in savings you have five thousand one hundred and eighty-six dollars. and thirty-two cents.

utterance: OK.

utterance: All righty. And when that two thousand is in the checking, how much I have in that checking?

utterance: you will have.

utterance: Six thousand eight hundred and forty-two dollars.

utterance: Oh, great. Great. Great.

utterance: OK. yeah. And just a reminder, you can always check this online or on the app. We do you can do this on the app fairly easily it gives you step by steps on how to do it.

utterance: OK.

utterance: all right. All right.

utterance: So yeah. And that's about it for the day, missus?

utterance: Yes.

utterance: Yes. That is. That's all I need.

utterance: Oh, all righty then. thank you for calling Intellibank. You have a lovely evening.

utterance: You too. Thank you. I appreciate it.

utterance: No problem.

utterance: Bye bye.

utterance: Bye bye.


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

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

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

utterance: Well, I was doing all right until I got my credit card statement in the mail and I was looking and on my transactions I I'm seeing a transaction on the twenty-ninth of September from Apple for the amount of two thousand four hundred ninety-nine dollars and ninety-nine cents and I did not make that. So I've looked around for my credit card. I can't find it anywhere. I don't I guess maybe the last time I used it, I might have left it on the counter or dropped it somewhere. I don't know what happened.

utterance: All right, ma'am. That's no problem. I'd be more than happy to look into this for you. May I have your first and last name please?

utterance: sure. It's Pam Hannah. H A N N A H.

utterance: Thank you, Ms. Hannah. And may I have your date of birth please?

utterance: Yes, ma'am. It's November the first nineteen fifty-five.

utterance: All right. I have November the first nineteen fifty-five. May I have your driver's license number as well please?

utterance: Sure. It is T as in Tom, five three one five seven seven two nine three four eight.

utterance: All right. I have T as in Tom five three one five seven seven two nine three four eight. Was that correct?

utterance: Yes, ma'am. That is.

utterance: Thank you, Ms. Hannah. And I am showing we have a security question on file for you. May I have your father's middle name please?

utterance: sure. It's Timothy.

utterance: All right. Thank you, Ms. Hannah. Now, may I have the credit card number for the card that you would like us to check today?

utterance: Sure, it's my travel card. You don't have that information right there? I'm sorry. I don't know it off the top of my head.

utterance: for your traveler's card ma'am?

utterance: Yes, ma'am. That that's right. I'm sorry.

utterance: Oh, that's quite all right. But I'm sorry, unfortunately without that information I would not be able to pull up your account.

utterance: Oh, OK. I'm sorry. Can you give me just one moment to grab my statement out of the other room?

utterance: Yes, ma'am. That's no problem. Just let me know when you're back.

utterance: OK. Thank you. OK, you still there?

utterance: Yes, ma'am. I sure am.

utterance: OK, let's see. My traveler's card number is five two six eight eight five zero eight zero eight six four nine eight zero four.

utterance: All right. Let me repeat that back to you just to make sure I have this correct. I have five two six eight eight five zero eight zero eight six four nine eight zero four.

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

utterance: Thank you, Ms. Hannah. And, what is the date that you last remember using your card on?

utterance: It was on September the twenty-eighth, I believe, at Leo's Gaming.

utterance: All right. Thank you, Ms. Hannah. Let me just pull up your transaction history.

utterance: OK. Thank you.

utterance: All right, Ms. Hannah. I am seeing that transaction on the twenty-eighth at Leo's Gaming and then I do see the transaction you referred to on the twenty-ninth of September for an Apple Corporation in the amount of two thousand four hundred ninety-nine dollars and ninety-nine cents. Just to verify, you said that you did not make this transaction?

utterance: Yes, ma'am. That's correct. I did not make that.

utterance: All right. Now, what we can do ma'am, we can go ahead and cancel out this card for you and I can send a request over to our fraud team for them to do the investigation so you said you do want to dispute those charges. Correct?

utterance: Yes, ma'am. I do.

utterance: All right. So, I'll go ahead and get that request over to them and it usually takes them around two weeks to be able to process everything and get this taken off of your card as long as it is a fraudulent charge. Now, I can't give you a specific date, but that's that's usually about the timeline that they run. And after that, then the transaction will be taken off of your statement so you won't have to worry about paying for that.

utterance: OK, great. Thank you.

utterance: Yes, ma'am. And if you would like, I can go ahead and cancel out this card. The one ending in nine eight zero four and have the new one sent on out to you.

utterance: Oh, yeah. Great. Thank you.

utterance: Yes, ma'am. I do need to go ahead and verify your address of where you would like your new card sent to.

utterance: sure. We live at one twenty-four High Meadow Lane.

utterance: All right and the city and state please, ma'am?

utterance: It's in Pittston, P I T T S T O N, Pennsylvania.

utterance: All right. So I have one twenty-four High Meadow Lane in Pittston Pennsylvania?

utterance: Yes, ma'am.

utterance: All right. Just one moment while I get this processed.

utterance: OK.

utterance: All right, Ms. Hannah. I do have that processed for you and your new card should be arriving in the mail in about seven to ten business days. And when you receive it, there will be a sticker on the front of that card with a phone number. Just call that phone number and follow all the prompts to get it activated. Is there anything else that I can help you with today?

utterance: Oh no, ma'am. You've been very helpful, Tanya. Thank you so much.

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


utterance: Hello there. I'm your Intellibank banking agent. What do you need assistance with today?

utterance: I have a problem with my account so I would like some assistance with figuring out why this is happening.

utterance: Alright. I can help you with that. First I need some information in order to complete that request. What is your first and last name?

utterance: My name's Maria and my last name is Fernandez.

utterance: OK. Give me a few moments please.

utterance: Thank you so much Intelligent Bank agent.

utterance: My apologies Maria. It's Intellibank.

utterance: Oh I'm sorry. I'm a bit hard of hearing at time.

utterance: No worries. What is your date of birth?

utterance: My date of birth is August twenty-fourth nineteen sixty-two.

utterance: Perfect. Thank you for providing that information.

utterance: How your day been? I hope it is being good.

utterance: Oh it's been amazing thank you. I recently obtained a new kitten.

utterance: That's so sweet. Congratulations.

utterance: Thank you. Ma'am pardon the interruption but what is the last four digits of your social security number?

utterance: Oh no. I don't have my social security number card with me right now. Can you give me a few seconds please?

utterance: Certainly. I can wait.

utterance: I have it now. The last four digits are two zero three eight.

utterance: I'll repeat back the numbers to you to ensure accuracy. It's two zero three eight?

utterance: Yes that is right.

utterance: Thank you so much for your continued patience. Now I have to ask you one of your security questions. What is the name of your first pet?

utterance: That is an easy one. Thank God. The name of my first pet is Vanilla.

utterance: Correct. Now I must ask you a few more questions. I see here in the system that you often pay the checking account fee late. I believe that the best solution would be to close your checking account. Would you like me to assist you in that?

utterance: honestly that would be a relief if you could help me.

utterance: I'm glad to help. What is the account number of the account you wish to close?

utterance: The account number for the account that I wish to close is two zero four three seven nine.

utterance: I have to ask this as part of the procedure OK? Why are you choosing to close your account?

utterance: I understand. It's fine. I want to close my checking account because there is too many fees. I didn't expect it.

utterance: I understand. Will your savings account receive the money?

utterance: Yes. Thank you.

utterance: What is the deposit routing number for the savings account?

utterance: The deposit routing number is two four three eight five seven one nine three.

utterance: Thank you so much. We're almost done. What is the banking account number of your savings accounts?

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

utterance: Alright. That was the last step. Your checking account will be closed and the funds will be transferred over to your savings account. Did you have any other requests that you wanted me to help you out with today?

utterance: No. That is it. Thank you.

utterance: Alright. Have a lovely day and thank you for choosing Intellibank.

utterance: Goodbye.

utterance: Oh wait. Are you sure that there's nothing else that you need? Because I forgot to tell you that in regards to our traveler's card you get a fifty percent off discount if you apply for it today.

utterance: I'm not interested right now. But thank you for the offer.

utterance: No problem. Have a lovely day.

utterance: You too. Goodbye.


utterance: Hi. Thanks for calling Intellibank. My name is Deborah. What can I do for you today?

utterance: Debbie. Hi, Debbie. I have a I'm having a problem here. I was I was at the bar last night and I was doing some dancing with some with some girls, you know dancing girls, and I'm not sure if my collar was lost or stolen but I don't have my card anymore, my wallet, and my shoes fell off.

utterance: Really?

utterance: Yes.

utterance: Well OK. All right. I can definitely help you with that. Let's get let's get your old card canceled and and a new card issued. I just need to verify a few pieces of information with you.

utterance: Right off my feet.

utterance: Sure.

utterance: what was your name, sir?

utterance: My name's Skip. Skip Taylor.

utterance: Is that just spelled how it sounds?

utterance: Yes. Yes it is. Just like it sounds. You know one of one of them girls I think I think might have been a man, and it was scared me a little bit, and I think he might be the one that stole my card.

utterance: OK. All right. Mr. Taylor, can you give me your date of birth?

utterance: My date of birth is is February second nineteen forty-five.

utterance: And your driver's license number?

utterance: Oh goodness. Driver's license. Hold on one second. I have to find my driver's license.

utterance: Hey give me that shoe back! Damn damn cat!

utterance: That's my shoes!

utterance: Oh cat.

utterance: Have you ever had your shoes just fall off your feet?

utterance: No. I've never even heard of that happening. No.

utterance: It's not fun.

utterance: No?

utterance: No. You have to pick up your shoes all the time.

utterance: Maybe they're the wrong size.

utterance: Maybe that's the problem. I never thought of that before. I like to dance and my shoes just fall off all the time, and then my cat takes them. Damn cat.

utterance: That's horrible.

utterance: I I'm telling you, it's not fun. My my my neighbors make fun of me. my dad had a farm when I was a kid and pigs, and.

utterance: Wow.

utterance: Well the pigs used to kick me right up inside my. Well I can't say that on the. So I'm sorry I can't. I'll tell you that story another time.

utterance: Oh.

utterance: OK. OK. Yeah.

utterance: Let's let's.

utterance: Driver's license. yeah yeah, I got it.

utterance: Yeah.

utterance: OK.

utterance: It's a Wyoming driver's license number. It's seven two three six five four two three six.

utterance: OK. Can you give me the credit card number that was stolen last or lost last night?

utterance: The number?

utterance: Yes.

utterance: Oh I don't think I have the number. Let me look. I I I don't have it written down on my.

utterance: OK. If you don't have the number to the credit card, that's OK. I. How about the account number? Do you have the account number?

utterance: I might. Let me check my wallet again. I already put my information away, I gotta get it back out. .

utterance: just a second. It's not in my wallet. I have I have to go to my car real quick. I have to run out to my car. just one second please. Sorry.

utterance: Sure. No, that's no problem.

utterance: maybe I should get that cat while I'm out there too. She got my other shoe.

utterance: OK. I'll hold.

utterance: Here kitty, kitty, kitty, kitty. Here kitty, kitty, kitty, kitty. OK. yes you're lucky, I wrote it down in my in my matchbook here. I do have the account number for the account.

utterance: OK. Go whenever you're ready.

utterance: It's six three two zero four six five.

utterance: OK. That's what I've got here. OK and that's to the checking. OK. So what was the date of the last transaction on your card?

utterance: Well it would've been last night. It would've been whatever yesterday was. I'm I'm really hungover. I'm sorry.

utterance: Nine Eleven.

utterance: That's OK. OK and that was the same day it was lost, right?

utterance: Yes, ma'am.

utterance: Nine eleven.

utterance: Now what was the name of the business that your last transaction occurred?

utterance: Hooty's Boot Scootin' Booty.

utterance: All right.

utterance: It's it's a pretty fun bar. They do lots of dancing.

utterance: and amount of the last transaction you recall running?

utterance: Oh it was it was pretty high tab when I closed it. Ooh that means they must've got it after I closed my that was after we were dancing. It was the taxi driver. Maybe.

utterance: OK.

utterance: I haven't. It was. I think it was about seventy-five dollars when I closed it out. But I gave them eighty-five dollars cuz I. They like tips.

utterance: OK.

utterance: OK. So I just I wrote that down just so that in case there's any fraud going on on the account, we can verify that the last transaction you did on your card was you, and then and then from then on we can look into and investigate theft or fraud. OK?

utterance: Oh OK. That would be great. If you get them can you throw them in jail?

utterance: Well we can probably get your money back.

utterance: Oh that money back is good.

utterance: The the jail part would be up to law enforcement. But if if that If we find that in the investigation we'll certainly turn that over to police. OK. Now I've got this card confirmed canceled. I just need the new address where you would like to ship your new card.

utterance: Address? Goodness. I'm kind of in the middle of moving right now, but I I have a PO box. Would that work?

utterance: No. I cannot send it to a PO box. It's a bank card so it's really important to get it to your hands and not a PO box.

utterance: OK. Perhaps my mother's house.

utterance: OK.

utterance: That that address is four sixty-five.

utterance: OK.

utterance: B Avenue.

utterance: B Avenue.

utterance: Seattle, Washington.

utterance: Seattle.

utterance: And the and the ZIP code up there it's it's. Oh goodness it's it's four five six six eight.

utterance: OK. Now in order to activate your card you're gonna need to answer the security question that's on the card when you when you call to activate it. And the question on the account is what's your mother's maiden name? So what is your mother's maiden name and I will add that that answer to your credit card account.

utterance: Sims.

utterance: Sims. OK. Is it S I M M S?

utterance: No, one M.

utterance: S I M S. OK. Sims. All right. I think we've got this figured out for. Is there anything else I can do for you today, sir?

utterance: No. I think that's it. Thank you very much.

utterance: Fantastic. I hope you have a fantastic weekend.

utterance: You too.

utterance: Have a good one. Bye bye.

utterance: Bye.


utterance: Thank you for calling Intellibank this is Joe may I get your first and last name please?

utterance: Hi my name is Stephanie Garcia.

utterance: Thank you Ms. Garcia how can I help you today.

utterance: Hi I was just calling to see my checking account balance I'm just trying to see if my direct deposit actually hit yet or not.

utterance: Perfect let me take a look for you. may I get some additional verification answers from you. I'm starting with your date of birth.

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

utterance: And then also your credit care number please.

utterance: Yep it's actually not here hang on let me go get it one sec.

utterance: OK.

utterance: One sec one sec OK. I got it. It's four seven nine six nine six two six five four zero seven one one two.

utterance: Perfect thank you so much. by chance can you tell me one more time. It seems that I I can't pull you up.

utterance: Oh, I have to give you the card number again? OK, hang on. Let me see. OK. It's four seven nine zero six nine six two five four zero seven one one two.

utterance: Yes, if you can do that one more time.

utterance: Perfect I think that the I put two two's at the end instead of one one that I caused that to not be incorrect my apologies let me take a look and which account would you like the balance of.

utterance: my primary checking account.

utterance: OK. It looks like you have two thousand two hundred and eighteen dollars and eighteen cents.

utterance: Is there any way that you can tell me if my direct deposit hit yet?

utterance: Yes, I could do that for you. It looks like it's actually pending and should hit your account with in the next twenty-four hours.

utterance: OK awesome.

utterance: Perfect let me see. Is there anything further that I can help you with today?

utterance: Online information anything like that.

utterance: is there a way you can check my savings account

utterance: Yes, I can do that for you.

utterance: Let me take a look at that. It looks like you have five thousand dollars and twenty-four five thousand and twenty-four dollars in that account there let me see yep that's correct, and then for your other balances you have two hundred in your vacation savings and your other additional checking you have four hundred dollars and eighteen cents as well.

utterance: OK that's fine yeah I was really just looking forward to the main checking account, but it's good to know the other amounts that I have as well.

utterance: Perfect let me see is there anything else that you may had questions on?

utterance: I had an issue with my username I was just wondering could you just verify my username for me.

utterance: Oh yeah yeah so I can't tell you that over the phone since it's personal information, but let me verify your email address and I actually can send you that information and and pretty much reset that reset your password so once you get the username you can log back into the mobile application or your online banking and reset that information so you know it off hand so can I get your verification for your email address please.

utterance: OK yeah my email is Z O T E K I Stephanie at Yahoo dot com.

utterance: Yahoo dot com perfect let me get that information set up for you.

utterance: OK.

utterance: You should receive a email with our information on there it'll give you a step by step pretty much guideline of how to reset it but pretty straight forward once you open up the email to be able to reset that password and you'll be able to if you wanna change it or keep it the same you can, so let me get that information sent to you.

utterance: OK awesome so once when that just comes through just follow the steps and I'll go ahead get back on the website or the app.

utterance: Yeah so yeah like anything else if you have any confusion difficulty doing that you can always give us a call back or step by step step in at one of the local branches closes to you to get anything answered and solved.

utterance: OK. That's awesome well thank you so much for your help.

utterance: You're welcome Miss Garcia. Enjoy the rest of your day. Thank you.

utterance: Thank you.


utterance: Hello, thank for calling Intellibank, this is Alexis speaking. How may I help you today?

utterance: Hi Alexis, I need help with changing my address.

utterance: OK, so you need help with changing your address today?

utterance: Yes, Alexis.

utterance: OK, so let me pull up your account. May I have your account number?

utterance: Sure. One three four two six eight one five four six five three nine eight one.

utterance: May I have your date of birth?

utterance: Three twenty five, ninety.

utterance: And the answer to your security question?

utterance: Daniel Street.

utterance: OK, thank you for verifying your information. Well, let me proceed to go into your account so we change its address today.

utterance: Thanks.

utterance: How are you doing today?

utterance: I'm doing great. How are you?

utterance: I'm doing very well.

utterance: What do you think about this weather?

utterance: This weather's very nice and I'm I'm happy to see the change.

utterance: That's good. Fall is beautiful.

utterance: It is such a beautiful season.

utterance: Yep, no more summertime, no more heat or mosquitoes.

utterance: That is very true. may I have the new address that you want to put into your account?

utterance: Yes, it's seven six eight seven M L K Drive, Chicago one two five eight five.

utterance: OK so address is seven eight seven six eight seven M L K Drive, Chicago one two five eight five?

utterance: Yes it is.

utterance: OK, so I'm correcting the address for you right now. Is there anything else that you need me to do with your account today?

utterance: No, that's pretty much it Alexis, I want to thank you so much.

utterance: OK do you know the end of next month, they're asking you to make sure that you check over your information?

utterance: No, how do I check over my information?

utterance: If you have an account with us, then you can log in to your account and change and and update your information.

utterance: Oh, I guess I must sign up for an account because I do not have one.

utterance: It's as easy as one two three, just go to Intellibank dot com, and click on make a new account.

utterance: Well I'll be sure to do that. I'll do that today.

utterance: OK, was there anything else that you need me to help with today?

utterance: No, that was it. Thank you so much.

utterance: You are very welcome. If you have any more problems or any more questions, or any more issues, please do not hesitate to call us at any time. You have a wonderful day.

utterance: You too, Alexis.

utterance: All right, bye.

utterance: Bye.