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

utterance: Yes hi I was just speaking with Whitney and she was in the middle of helping me find a branch and we got disconnected.

utterance: Oh wow I'm sorry to hear the call was disconnected but I'll definitely be happy to assist you with that.

utterance: yes I do see there's a record of a call here based on the phone number that you called in with I don't know what happened but no worries I got you from here OK.

utterance: Thank you and what information do you need from me again to help find the branch?

utterance: first let's start with your street address please?

utterance: It is one four three three Orange Avenue.

utterance: And city and state?

utterance: Orlando, Florida.

utterance: And your ZIP code please?

utterance: Three two seven six six.

utterance: Thank you. All right so it will just be a moment here and I'll be able to bring up the locations nearest to you.

utterance: OK.

utterance: All right so I do see that we have two branches within a five mile radius of your address one's at fourteen sixty-seven Abscot Street in Winter Park Florida.

utterance: The other is at one thirty-four Aloma Avenue in Winter Park. Do those locations sound familiar to you?

utterance: Those streets?

utterance: They do.

utterance: OK. All right so that's where they are they're hours are Monday through Friday nine a.m. to five p.m. . Both of them do have twenty-four hour ATM ATMs available, both are equipped with cash to be able to do cash deposits and they're also both drive up and the location that's on Abscot Street has the teller assist .

utterance: For regularly banking hours, they don't really have them at night I don't believe but if you have a more complex transaction that you need help with the teller assist lane would be the best one for you. now I could email these locations to you if you'd like or you can also find the branch's locations by entering your ZIP code or street address into our website at Intellibank dot com. Which do you prefer?

utterance: I didn't even think about the website I'll give it a look on the website.

utterance: OK.

utterance: And do do I need to schedule an appointment to see a branch representative?

utterance: as a matter of fact you do not.

utterance: Oh.

utterance: Oh sorry.

utterance: Yeah.

utterance: I don't mean to interrupt. Do we have to wear a mask inside as well?

utterance: That's OK.

utterance: well.

utterance: The to answer your first question you don't need to set an appointment to see a branch rep a branch representative you have the option to do that online or through our Intellibank app

utterance: You may have to wait a few minutes if there's some people ahead of you .

utterance: but you don't need it's not required to set an appointment. the as far as masks are concerned they are highly recommended but they are not required we're not gonna turn you away if you don't have a mask on all of our representatives in the branch have agreed to wear masks so it's your you know freedom and right to choose whether you want to wear a mask OK.

utterance: Oh goodness thank God for that one.

utterance: Yes right freedom of choice.

utterance: I can't.

utterance: All right.

utterance: Absolutely

utterance: Cannot breath in those.

utterance: Oh, they're. They're terrible. They're terrible. I mean, I. I understand, you know, why they're out there but you know it is hard for people especially like myself who I have asthma it's very hard for me to breath in them I can't wear a mask for that long at all.

utterance: Some.

utterance: Mm and they're uncomfortable.

utterance: Very all right and would you like any further information about our online banking in order to check balances look at branches, anything like that?

utterance: yes ma'am because I actually didn't think about using the website earlier I don't even think I've set one up if you could tell me how to do that?

utterance: Yeah sure. OK so there's two options, you can go to if you want to do it from like your desktop or from your phones mobile browser you can to Intellibank dot com. You just create a username and password the most likely they are going to be asking you for your personal banking information just in order to verify that you are a you know a client of ours a customer of ours. So just make sure that you have your banking info available when creating the account cuz I'm pretty sure they ask you for your checking account and routing number. you can then go to your profile settings and you can update all of your personal info in there if you want.

utterance: that's where you gonna add everything, make any changes that you need will be the profile section of either the app or the website.

utterance: so it's it's very easy and convenient for you so if you have if you have any questions about it or you need help you can feel free to give us a call OK?

utterance: All righty.

utterance: OK.

utterance: Think I've

utterance: Got it.

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

utterance: No ma'am thank you so much.

utterance: All right you're very welcome you enjoy the rest of your day.

utterance: You too thank you.

utterance: Thank you bye bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Hi, Rose. My name is Kim. I need to make a wire transfer and I'd like some help with that, please.

utterance: Certainly, I just have to ask you a few questions to get into your account and help you with that transfer. first thing I need to know is your last name and you date of birth, please.

utterance: Sure. It's Johns, It's J O H N S. And my date of birth is April is April twenty-fourth nineteen seventy-seven.

utterance: OK, and I would need the account number that you'd like to make the transfer from.

utterance: OK. give me one moment.

utterance: OK.

utterance: I thought I had that right in front of me. Let me grab that. Hold on for one moment, please.

utterance: Sure, take your time.

utterance: And while you're looking for that, I'm so sorry, I meant to ask you what your telephone number is as well?

utterance: Oh, sure. My telephone number is seven one seven nine nine three zero seven eight five. and my email address is K Johns seven seven seven at Gmail dot com, if you need that as well.

utterance: OK, thank you.

utterance: Sure, not problem. And I have my account right here.

utterance: OK, I'm ready.

utterance: OK, let me see here. It is seven zero eight five six four six seven four four.

utterance: Thank you so much. And would this be a domestic or an international type of transfer?

utterance: a domestic transfer.

utterance: OK, thank you so much. I need the deposit account routing number as well.

utterance: OK, sure. The The routing number is zero five five zero nine five five seven five.

utterance: OK, thank you so much. And I need the account number. the bank account number that you're depositing this in.

utterance: Sure. that's one one two one zero zero zero five nine five.

utterance: All right, thank you so much. And I just wanted to confirm the amount that you are transferring.

utterance: five hundred dollars even.

utterance: OK, and the recipient of this transfer?

utterance: it's my mother. and her name is Sally Murphy.

utterance: All right, thank you so much. And I would need Ms. Oh, I'm sorry. You totally just gave that to me.

utterance: No worries.

utterance: All right, so I'm going to go ahead and initiate this transfer right now. It takes just a few moments. Bear with me.

utterance: Sure, no problem.

utterance: I'll be right.

utterance: Back.

utterance: OK, Ms. Johns that wire transfer has been initiated and the transaction will occur in just a few moments and about thirty seconds from that, you'll receive an email from me confirming that. if you don't mind checking your email to see if that's come through.

utterance: Sure, yeah, let me check here.

utterance: Thank you.

utterance: OK, I do see that email.

utterance: All right. Awesome. And would you like any further information about online banking in order to transfer funds more conveniently in the future?

utterance: no, that's OK, but I didn't realize. So I could actually. I mean, I'm sure I could figure it out, but I can do that online on your website?

utterance: yes, ma'am. You certainly can, and the prompts are really easy. You just go to WWW dot Intellibank dot com and at the top of your screen, the left hand side you'll see a little hamburger menu. You'll click on that, and underneath transfers, or actually it should say move money and you click on that and it will give you the options as to well, there's several options to choose from, whether it be domestic or international, to help you make that transfer. It's actually pretty self-explanatory. It's very simple.

utterance: mhm

utterance: OK, great. Thank you so much for your information and for your help today. I really appreciate it.

utterance: You are very welcome. Was there anything else that I could help you with today?

utterance: Nope, that's everything. You have yourself a great night.

utterance: You too. Thanks so much for calling Intellibank, and you have a wonderful rest of your weekend.

utterance: Bye bye.

utterance: Bye.


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

utterance: Yes ma'am, I called earlier trying to open a new account but the service rep said her computer was having technical difficulty. so I would like to open an account today.

utterance: no problem. I would be more than happy to help you with that and we do apologize for that technical those technical issues earlier. may I have your first and last name please?

utterance: John Moore.

utterance: All right. Thank you, Mr. Moore.

utterance: All right. And may I have your date of birth, please?

utterance: Eight twenty-third nineteen eighty-eight.

utterance: All right. Just one moment, please.

utterance: All right. Thank you. And may I have your Social Security number, please?

utterance: Five zero two thirty two twenty-nine seventy-four.

utterance: All right. Thank you. I do see where you called in earlier and we do apologize for those technical issues. let me get you set up now. And what type of account would you like to open?

utterance: Checkings.

utterance: All right. No problem. may I have your street address, please?

utterance: Meadow Meadow Meadow Drive . I mean, seventeen fourteen Hidden Drive.

utterance: All right. Thank you. And may I have your city and state, please?

utterance: Greenville. Arkansas.

utterance: All right. Thank you. Just one moment, please. And that's seventeen fourteen Hidden Mirror Drive.

utterance: And that is Greenbrier, Arkansas?

utterance: Yes ma'am.

utterance: All right. Thank you, sir. And may I have your ZIP code, please?

utterance: Seven two zero five eight.

utterance: All right. Thank you. And .

utterance: Just one moment, please. OK. Thank you for your patience. And also, may I have your phone number, please?

utterance: Five oh one three one four seventy three seventy two.

utterance: All right. Thank you. Just one moment. Thank you. And may I have your email address, please?

utterance: John Moore nine two three at Gmail dot com.

utterance: All right. Thank you and thank you for your patience. Just one moment, please.

utterance: All right. Thank you. Thank you, sir. And also, may I have your driver's license number, please?

utterance: Five four five six three four three oh nine.

utterance: All right. Thank you. And also, it is a twenty-five dollar.

utterance: Fee. Open a deposit fee. Would you like to make that payment today?

utterance: Yes, ma'am.

utterance: All right. And how would you be paying for your opening deposit, sir?

utterance: Credit card.

utterance: All right. Thank you. And may I have your credit card number, please?

utterance: Five three four five one one three nine thirty-four five three twenty-four thirty-seven, ma'am.

utterance: All right. Thank you.

utterance: All right. And may I have your CVV on the back, please?

utterance: Three four seven.

utterance: All right. Thank you. And may I have that expiration date, please?

utterance: oh four two thousand twenty-four.

utterance: All right. Thank you.

utterance: All right. You will be receiving email. Oh, I do apologize. And we also need to create three security questions for your new account. And may I I have your mother's maiden name, please?

utterance: Shawnda Moore.

utterance: Thank you. All right. And may. What was what is the name of your first pet, please?

utterance: Brook.

utterance: Thank you. And what street did you grow up on?

utterance: Sean Sean Road.

utterance: All right. Thank you. All right. is. Thank you. All right. Is it anything else I can help with help you with today?

utterance: I would like to check my. I would like to check my balance on my account, ma'am. On my checkings account.

utterance: I'm sorry, sir. You just created a checkings. Did you have another checkings with us, sir?

utterance: Yes, ma'am.

utterance: Oh, OK then. May I have that checkings account number, please?

utterance: Three nine two one three four five.

utterance: All right. Thank you. And just one moment, please. All right. And I just have to ask you a quick security question for that. And what street did you grow up on once again?

utterance: Sean Brook.

utterance: Oh, Sean Brook. All right. Are you sure?

utterance: Yes, ma'am.

utterance: OK. I thought you said that was Sean Drive earlier?

utterance: Yes, ma'am. I I might've misheard you, ma'am. I'm sorry about that.

utterance: No, I I thought that's what you said was Sean Drive or Sean Brook.

utterance: Yes, ma'am.

utterance: OK. Are you sure?

utterance: Yes, ma'am. Sean Drive.

utterance: Oh, OK. Thank you, sir.

utterance: All right. Thank you. And what would you like to know about your other checkings account, sir?

utterance: I would like to know my balance, ma'am.

utterance: your balance is five hundred dollars, sir.

utterance: Thank you, ma'am.

utterance: All right. thank you for your time and you have a nice day.


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

utterance: Well hello, Carl.

utterance: How are you?

utterance: I'm doing fine.

utterance: OK. how may I help you today?

utterance: well, so, I am going to give you guys a try.

utterance: OK.

utterance: I've been with another bank in our town and I'm not very satisfied with their customer service and.

utterance: Oh, I'm sorry.

utterance: That you're not satisfied. So how can I assist you?

utterance: Well I am considering opening a bank account with you guys.

utterance: OK.

utterance: And I was wondering do I need to drive to the branch? But I don't really want to go inside and wear a mask. can I do that online or on

utterance: I

utterance: Can assist you in opening it up on right now.

utterance: OK.

utterance: And then what we would need to do is you would need to upload a government issued ID.

utterance: Where am I uploading?

utterance: you can actually if we get you registered on the mobile app and we get your account.

utterance: I'm no good with mobile apps.

utterance: You're not

utterance: Good with mobile apps? OK.

utterance: No. That's

utterance: For my grandkids.

utterance: Got it, OK. So I can assist you in opening the account. You would have to swing by a branch and show them your government issued ID.

utterance: Like right now?

utterance: After we set it up.

utterance: Or a~

utterance: OK.

utterance: but you would have to swing by a branch and and show them a government issued ID and then you could fund the account at the same time.

utterance: I I can do that in the drive-thru right? I I I don't wanna go inside.

utterance: Yes, you can.

utterance: OK, yep. You can totally do that in the drive-thru.

utterance: OK.

utterance: So, to get started, I need your first and last name.

utterance: first name is Tanya Bishop.

utterance: OK. Tanya T A N Y A?

utterance: Yes.

utterance: And then Bishop B I S H O P?

utterance: Yes.

utterance: Alright. And Tanya, what is your date of birth?

utterance: Oh, honey, you don't ask a woman that. I'm just kidding. it is January first nineteen fifty-seven.

utterance: January first, nineteen fifty-seven?

utterance: Yes.

utterance: You were a New Year's baby.

utterance: Oh I'm still a baby if you know what I mean. You know?

utterance: OK, and then Tanya, I'm gonna need your social security number.

utterance: the whole social security?

utterance: The whole

utterance: Social security number for the background check.

utterance: OK it is six four five.

utterance: OK six four five.

utterance: Five four.

utterance: Five four.

utterance: Six six zero zero.

utterance: Six six zero zero?

utterance: Yes.

utterance: And your current address, Tanya?

utterance: It is two seventy Silver Cloud Road in Heber, Montana nine one zero one one.

utterance: OK so two seventy Silver Cloud Road. In Heber, Montana, nine one zero one one?

utterance: Yes.

utterance: Alright. So I am going to go and issue a security check. So if you give me one minute, we can continue on through the process.

utterance: OK, I'll be right here.

utterance: Alright. Thank you very much.

utterance: Mhm.

utterance: OK, it looks like everything checked out.

utterance: OK.

utterance: Alright, so Tanya let's see, are you looking for a basic checking account or a premium checking account or are you looking to open a savings account?

utterance: Well well what will.

utterance: What's the difference. OK.

utterance: So the basic checking account is our free account and there are no fees incurred monthly. there is a thirty-five dollar overdraft protection fee, if you overdraw the account.

utterance: OK.

utterance: The our our premium account earns interest and requires a ten thousand dollar daily balance in it.

utterance: OK let's just give it a try first with the free one.

utterance: OK, we can do that. All right so I have you set up here for a our interest I'm sorry, now our basic checking account which is free.

utterance: OK.

utterance: OK.

utterance: And there's no minimum of what I'm going to be putting into this account, correct?

utterance: No, there is not a minimum.

utterance: OK. Sorry, that was my alarm. My my my grandkids are going to be here shortly.

utterance: OK. so we let's see so we have that do you want to open a a savings account or a money market account?

utterance: You know what? Since my grandkids are going to be arriving, let's let's do that another time. Let's just finish the basic one.

utterance: OK. Alright. So I've got your account set up here. If you want checks, do you want checks for this account?

utterance: Yeah yeah yeah yeah.

utterance: Yeah?

utterance: OK. would you like to pick a check or would you just like a basic check?

utterance: just a basic one.

utterance: OK. I will get those ordered for you. Do you want a do you want an ATM a Visa debit card?

utterance: no just the just a credit card.

utterance: Just a credit card?

utterance: And then.

utterance: Do you have anything like in a sunshine theme?

utterance: A Sunshine.

utterance: Credit card? lemme see.

utterance: Yeah.

utterance: Something.

utterance: Palm trees cuz you know.

utterance: Yep, we have an island scene card.

utterance: Oh.

utterance: Perfect, let's do an island scene. Yes.

utterance: Go with that one? All right.

utterance: Perfect. I'll select that.

utterance: OK.

utterance: so it so do I have to is it gonna be mailed to me? Like how do I?

utterance: Yes, those are going to be mailed to you.

utterance: Where do I get it?

utterance: OK.

utterance: The do you need to swing by the branch to or a branch I should say to to show them a government issued ID for your account. And

utterance: OK.

utterance: Where's

utterance: Your where's your main branch

utterance: Four fifty Main Street.

utterance: OK. I know where that is, OK.

utterance: OK.

utterance: Yes and you take the money to fund the account. Take some money to fund the account. And your your ID and that will complete the opening process.

utterance: OK. Uh-huh.

utterance: OK.

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

utterance: no Carl you were very very helpful. I I appreciate all the info and I I will see you guys shortly.

utterance: Alright, perfect.

utterance: Alright, thank you Carl.

utterance: Thank you, have a wonderful day.

utterance: Bye bye.

utterance: Alright, bye bye.


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

utterance: Good afternoon, Donetta. How are you doing this evening?

utterance: I'm doing well, thanks for asking. How are you?

utterance: Not doing too good.

utterance: I'm sorry to hear that. What's going on?

utterance: Trying to figure out if my card is lost or stolen.

utterance: Oh, yes, ma'am. I can understand that can be a scary situation. I can get that pulled up for you. What's your first and last name?

utterance: Sarah McFadden. That's McFadden. M C F A D D E N.

utterance: Thank you, Sarah. And your date of birth?

utterance: Zero six, one two, one nine, nine three.

utterance: Thank you. And that was zero six one two one nine nine three.

utterance: Yes, ma'am.

utterance: Great. Thank you. And what's your driver's license number?

utterance: One five three two five four five four two.

utterance: OK, and that's one five three two, five four, four two five?

utterance: No, ma'am. One five three two five four two, five four two.

utterance: That seems to be too many numbers. Can we do that? Oh, I'm so sorry. Let's do that one more time. One five three two five four four five two?

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

utterance: OK, all right. Thank you. Thank you so much. And what's your mother's maiden name?

utterance: Long. L O N G.

utterance: Great, thank you. And your account number with us?

utterance: Mm, my account number is.

utterance: I.

utterance: I do apologize that's yours said your. Your card. So which one is lost or stolen? Your credit card or debit card?

utterance: My debit card, ma'am.

utterance: OK, your debit card. Thank you. And can I get your debit card number?

utterance: Yes, ma'am. It is four five four three twenty-four forty-three, fifty-four sixteen eleven thirteen.

utterance: OK, and that's four five four three two four four three, five four one six, one one one three.

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

utterance: Thank you. And your expiration date?

utterance: Zero seven twenty-four.

utterance: Thanks again. And what is the date you think you lost or misplaced your card?

utterance: I'm gonna say around September twenty-six.

utterance: OK, of twenty twenty, or twenty twenty-one?

utterance: Twenty twenty-one.

utterance: OK, got it. Thank you. And let's see. And what is the last place you remember using your card?

utterance: Publix grocery store.

utterance: Publix, OK. Yep, I do see that here. Publix grocery. Last place that was used, on that date. So I don't see any transactions after that, so I don't think that it was stolen. So that's a great thing.

utterance: Yes, it is.

utterance: What I can do is go ahead and get that card canceled for you and re-issue you a new one, if you would like.

utterance: Yes, ma'am, please.

utterance: Yes, ma'am, I can do that. Give me one second, let me take care of that in the system.

utterance: OK, go right ahead.

utterance: Thank you. And what address would we be sending that to?

utterance: one one one Thirty-second Avenue, Big Rapids, Michigan. Four nine four four three.

utterance: Thank you. And I have one one one Thirty-second Avenue, Big Rapids, Michigan, four nine four four three. Is that correct?

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

utterance: OK, thank you. Let me get that set up here for you. All right. Mrs. McFadden. I have got that all set up in the system. I've got your old card canceled. And a new card reissued. You should receive that card in the mail in about five to seven business days from today.

utterance: OK, thank you so much. That's perfect.

utterance: Great. And now, when you receive the card, the instructions on how to activate the card would be inside the envelope If you have any problems with activation, or you run into any troubles, you're more than welcome to give us a call back. And we would definitely help you get that card activated.

utterance: Will do.

utterance: Great. Is there anything else that I can help you with at this time?

utterance: Yes, if you don't mind, while I have you on the phone, can you let me know the exact balance that is in both my checking and savings account?

utterance: Yes, ma'am, I can. Give me one moment. So your checking account, your balance is six hundred forty-three dollars and twenty-seven cent. And your savings account balance is three thousand six hundred twenty-two dollars and thirteen cent.

utterance: OK, thank you so much. That is perfect. That is exactly what I needed.

utterance: Yes, ma'am. And just to let you know, we also offer online banking, if you ever wanted to check your balance without giving us a call and waiting on the line. You can also sign up for our online banking. And I could send you information on that, if you would like?

utterance: OK, yes ma'am, please and thank you.

utterance: You're welcome. And what's the email address we would be sending that to?

utterance: That is Sarah McFadden. Again, M C F A D D E N at Gmail dot com.

utterance: OK, and I have that as Sarah, S A R A H?

utterance: Yes, ma'am.

utterance: OK. M C F A D D E N. At Gmail dot com?

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

utterance: OK, thank you, Sarah. I will get that information sent out regarding our online banking. Is there anything else that I can possibly let you know about today? We have different type of banking installment loans. And different services that we offer.

utterance: No, ma'am, that is all.

utterance: OK, well thank you so much for calling Intellibank today. It's been a pleasure working with you. There's nothing else. I would like to tell you to have a great day, and thanks for calling.

utterance: You as well, thank you.

utterance: You welcome, thank you.

utterance: Bye bye.

utterance: Bye bye.


utterance: Hello. Good afternoon. This is Amy Jones from Intellibank. How may I help you please?

utterance: Good afternoon Amy. How are you?

utterance: I'm very well.

utterance: Yes. I want to make a complain about my card. I checked my account and I was debited for. I was debited with some money and I did not do any transaction internet debits. So I don't know what I'm gonna do and how I'm gonna find out how that happened.

utterance: OK. Can I get your full name please?

utterance: My name is David.

utterance: OK. Your first name and your last name.

utterance: My name is David Tony.

utterance: OK. Can I know your date of birth?

utterance: OK. Seven sixteen nineteen eighty-one.

utterance: OK. can I know an authentification number like your social security number or your driver's license? Any one.

utterance: Oh boy. I think I have that somewhere. Oh just hold on a bit. Gimme a minute. OK. Hold on a sec please.

utterance: OK.

utterance: Yeah. I think I OK. OK. OK, I have it right now. OK. Six seven one three four five eight two one.

utterance: OK.

utterance: Right.

utterance: OK. All right I will need to ask you some security questions. May I go ahead please?

utterance: Yeah, go ahead. Do your thing. It's all good.

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

utterance: Doris.

utterance: OK. What's the name of your first pet please?

utterance: I had a cat. I had a cat then you know. I don't know really where she is right now but her name was Mary.

utterance: Mary. OK.

utterance: I loved that cat.

utterance: OK. Can you give me your credit number for the card?

utterance: Wow. OK. Credit number for the card. It's right here. It's five four three two one.

utterance: OK.

utterance: Six seven eight nine one zero.

utterance: OK.

utterance: Three three two one two one.

utterance: OK. Can I know when this this transaction occurred and how much?

utterance: Frankly I wouldn't really know when it occurred but when I checked my my phone and I checked my account I just found out three days ago. I found out three days ago that my account. Some. This money was out of my account and I did not do any transaction like this.

utterance: OK. Can I know how much and when exactly you found out please?

utterance: Yes. I found out this morning. No, I found out three days ago but I'm reporting the case this morning. And and four thousand dollars went off.

utterance: OK.

utterance: Yeah. I was debited four thousand dollars.

utterance: OK, sir. Does anyone else have an access to your card please?

utterance: No. I don't think so. I I always carry my card with me and I carry my card with me. Except when I'm taking a shower but I carry my card with me.

utterance: OK. This transaction was made from a subscription from Netflix. Are you familiar with that please?

utterance: No. I I don't think so. I never made any transaction from Netflix. Sorry.

utterance: OK. So you don't have a subscription or an account with Netflix at all?

utterance: No, I don't. I don't have an account with those people.

utterance: I think someone might have subscribed with your card then. Have you tried contacting the the number or visiting their own website to complain about this?

utterance: No, I haven't. I I haven't really done that. You know. I haven't really done that. No. I just come to the bank direct cuz it was from the bank that the money went out. So I'm I'm thinking that you guys can do something about it.

utterance: All right, sir. We'll take our time to investigate on this transaction. And this might take like forty-eight to seventy-two hours if you don't mind.

utterance: No I don't mind. I mean as far as my money gets back to me I'm OK.

utterance: Well there is no guarantee but we'll do our best but for the meantime your card has been locked to prevent further fraudulent transaction.

utterance: OK.

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

utterance: Yes. I was actually wondering about the you know I travel a lot and I have my gold card with me but I don't know why it doesn't really work. The gold card. Is it. Is there any other card that I'm maybe. I'm. I don't know. I. I'm, I'm using my gold card for my traveling, is. Is that all right?

utterance: OK.

utterance: OK. You can use you a traveler card.

utterance: OK. There's a.

utterance: Traveler.

utterance: Card would be better.

utterance: OK. There's a there's a travelers card?

utterance: Yeah. There is.

utterance: So there's a gold card and there's a traveler's card.

utterance: Yeah, there is. So you can come to the bank when you are ready or visit our website for better information to get your travelers card.

utterance: Oh, wow. OK. OK.

utterance: OK.

utterance: OK. OK. OK.

utterance: It just

utterance: Jive you discounts when you make transactions, book hotels and you're traveling tickets. There there are discounts for using a traveler's card. So you should get that.

utterance: Oh, wow.

utterance: Wow.

utterance: OK. Thank you very much. I think I should do that.

utterance: All right.

utterance: Thank you very much and you have a lovely day.

utterance: You too. Thank you for banking with us.

utterance: Thank you.

utterance: Yeah.


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

utterance: yes, my name is Ronald Clayton. And I need to transfer money from my savings account to my checking account.

utterance: Absolutely, Mr. Clayton. I can certainly help you with that. Can I get the last four of your social security number, please?

utterance: Zero five, zero one.

utterance: Thank you, sir. And as extra security on your account, if you could answer the following question for me. What what the name of your best friend in high school?

utterance: Gary.

utterance: All right. Thank you, Mr. Clayton. I verified that information. And you were wanting to transfer from your savings to your checking account, is that correct?

utterance: That's right.

utterance: All right. And can you please give me the last four numbers on the savings account?

utterance: Seven nine eight zero. That's my savings. And my checking is nine six one nine.

utterance: OK, thank you Mr. Clayton. And can you go ahead and verify the last four on your checking for me again, please?

utterance: Nine six one nine.

utterance: Thank you. I've got your accounts pulled up. And how much would you like to transfer between those today?

utterance: Three hundred and ninety dollars.

utterance: All right. Three hundred and ninety dollars and zero cents, transferred from your savings account into your checking account, is that correct?

utterance: That is correct.

utterance: All right, sir. I will go ahead and process that transfer. And you should see the funds reflected in your checking account here within about thirty minutes. Is there anything else I can help you with today?

utterance: how's the weather been doing up there?

utterance: The weather's been doing pretty good up here. It's been cool and sunny, and all around pretty good.

utterance: A good deal. It's been storming here. Raining lots and lots here.

utterance: Oh, that's never fun, sir. It I used to live in the northwest, and it. It was rainy probably three quarters of the year.

utterance: OK.

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

utterance: you've been a big help. you can tell me How long. How long till that money gets into my checking account?

utterance: Yes, you should see that money available in your checking account balance in the next thirty minutes. It usually is pretty instantaneous. But, we do advise to allow up to thirty minutes. to see that reflected on your balance. It can take as long as two business days, though. So if you don't see that money reflected in your account after two business days, feel free to give us a call back, and we can try and figure out what the issue is there.

utterance: All right. Appreciate it.

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

utterance: Mm, can't think of anything.

utterance: All right. Well, if you'll hold on the line, there will be a survey for you for you to let us know how your experience today was. And if that is all you needed, then I will let you enjoy the rest of your evening.

utterance: All right, thank you.

utterance: Thank you, and have a good day.


utterance: Good afternoon thank you for calling Intellibank help helpline how may I help you?

utterance: Well yes hi good afternoon I was trying to see how I could do an internal transfer with y'alls bank today?

utterance: I would gladly to be able to assist you may I have you first and last name?

utterance: My name is Sandy Fields.

utterance: Hi Ms Fields how are you doing today?

utterance: I'm not doing to bad how about yourself?

utterance: Just hanging in there thanks for asking.

utterance: My pleasure.

utterance: OK Mrs Fields you said that you wanted to do an internal transfer is that correct?

utterance: That is correct ma'am that is definitely correct.

utterance: All right well in order for me to log into your account and do that internal transfer I'm gonna need your first and last name, your date of birth and your account number please.

utterance: Oh sure sure sure that's not a problem at all. My name is Sally Fields, my date of birth is ten ten nineteen sixty-five.

utterance: And I don't have my account number in front of me can I possibly just give you my social?

utterance: Sure Mrs Fields you can actually give me your last four digits and I will be able to access your account.

utterance: OK well it's seven seven seven.

utterance: All right thank you Mrs. Fields. Let me go ahead and log into your account. It'll be a brief moment.

utterance: OK Mrs Fields I see that your account has popped up here OK so what exactly would you like to transfer?

utterance: Well yeah darling I would like to go ahead and transfer some money from my savings account and move it over to my checking account can I do that with you today over the phone?

utterance: Yes Mrs Fields we'll be glad be able to assist you with that not an issue at all.

utterance: Can you please verify the last four digits of your security account I I apologize your savings account please?

utterance: Sure sure sure not a problem it's three three three three.

utterance: OK and the last four digits of your checking account just to verify to make sure we're opening the right account.

utterance: Not a problem at all it's thirty-four thirty-four.

utterance: OK for your savings it's three three three three.

utterance: That's correct.

utterance: And then for your checking perfect OK well exactly how are you looking how much money are you looking to transfer?

utterance: Well I want to take money out of my checkings and put it into my savings how much money is can I possibly transfer with you today?

utterance: Well we do a minimum transfer of ten thousand dollars you cannot exceed that amount.

utterance: Oh that's perfectly fine I was looking to transfer about twenty-five hundred.

utterance: So we took the twenty transfer twenty-five hundred from your checkings to your saving is that correct?

utterance: Yes yes yes I would like to transfer twenty-five hundred from my checking to my savings please.

utterance: Not a problem Mrs Fields I'll be gladly able to assist you with that.

utterance: Oh I had another quick question how long will that take? How long will I have my funds?

utterance: How long will it take for it to be posted to my account as a transaction well Mrs Fields with our bank it takes up to twenty-four hours the most will be forty-eight hours but it will definitely show up in your transactions after this phone call.

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

utterance: Not a problem Mrs Fields.

utterance: Just give me one brief moment and I'll be able to transfer your twenty-five hundred from your checking over to your savings it'll just take a brief moment.

utterance: Not a problem.

utterance: Thank you so much.

utterance: All right Mrs Fields I was able to transfer your money from your savings I apologize from your checking to your savings at the amount of twenty-five hundred is that correct?

utterance: That's correct.

utterance: OK just verifying OK everything went through just allow twenty-four to forty-eight hours for that transaction to be posted to your account and you should be good to go.

utterance: Well that was pretty simple and easy.

utterance: Well yeah actually well if you check out our our website at WWW dot Intellibanking dot com you can actually set up your own your own online account with our online banking there you can see your transactions as far as what's been deposited, what's been withdrawn. You can also do your own internal transfer with your account online.

utterance: Oh well that sounds great thank you so much for explaining that to me I didn't know there was actually an online account that I can do that oh I can make my own online banking account.

utterance: Yeah sometimes it's you know it it kind of if you don't ask sometimes you just kind of don't forget you know you kind of forget about it. I also wanted to mention that you can also receive your paper statements through your to your home. Or you can also have an option of clicking that clicking out of that option and having it sent to your email so that could be a file instead of a paper file.

utterance: Well thank you so much but the way I am I like to see the paper in front of me, so I'll probably just keep it as a mail

utterance: Document it's just easier for me so I just have it so I can have it as a reference to go back cuz sometimes setting up your account you kind of forget the login and all that at least I know for sure every month I'll be getting my my statements in the mail so I'll just keep it that way.

utterance: Not a problem Mrs Fields I just wanted to give you different options as far as setting up your account with the online portal and exactly how that works.

utterance: Well thank you so much I appreciate you taking your time to do that for me.

utterance: Not a problem.

utterance: Should you have any other questions please feel free to give us a call back we'll be gladly be able to assist you with any other questions that may come up.

utterance: That sounds great thank you so much for your time.

utterance: I appreciate it.

utterance: Not a problem Mrs Fields is there anything else you need any help with today before we end our call?

utterance: no you pretty much answered all my questions today thank you so much.

utterance: Not a problem Mrs Fields you have a great day.

utterance: You do the same thank you so much.

utterance: Bye bye.

utterance: Bye darling.


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

utterance: Well, John. I've been looking over my statements and there's something that's not right. And I was wondering if you could help me find out what's wrong with the statement.

utterance: Sure, that shouldn't be a problem. can I get your first name?

utterance: It's Lisa.

utterance: OK. And last name?

utterance: It's Jettsman O-Acord.

utterance: Is that with a hyphen?

utterance: Yes, it is.

utterance: OK, thank you. And how do you spell the last part?

utterance: O comma A C O R D.

utterance: OK.

utterance: And do you have the account number that you're looking to?

utterance: My account is eight zero two, seven four, nine one one.

utterance: OK. Eight zero two, seven four nine one one. OK. I got that. And just for verification, can I get your date of birth?

utterance: My date of birth? just a moment. oh, that's right. My birthday. I'm sorry. it's been a rough day and I it's this thing just has me worked up. It is zero one, fourteen fifty-nine.

utterance: OK, thank you.

utterance: OK, one more security question. what street did you grow up on?

utterance: Oh, dear now you're making me think. You know, if I remember it correctly, it was on. Oh, hell. See, I told you this has me all worked up. I don't know what ugh Gosh. It's five thirteen Sundown Avenue.

utterance: That's. That's not a problem.

utterance: Take your time.

utterance: OK, Sundown. OK, that works. OK. Now, what you said there was a transaction you were concerned about?

utterance: first, could you give me my balance perhaps? Maybe I can figure it out that way.

utterance: OK, it looks like you've got two thousand six hundred forty-three dollars and twenty-eight cents.

utterance: OK. Oh, man. I'm not sure where that is actually what the problem is. could you give me the last date of my transaction and the dollar amount?

utterance: It looks it would've been forty-seven dollars eighty-three cents on September twenty-sixth.

utterance: Hmm that doesn't ring any bells. OK.

utterance: What day was it again, please?

utterance: The twenty-sixth of September.

utterance: Oh, that's right. That was my sister's birthday. It was such an awesome day. Man, that might be where I forgot. Do you think margaritas by any chance?

utterance: Actually, no I don't.

utterance: Oh I think that's where my mistake was. You know what, I thank you so much for that. I'm glad that that kind of jogs the memory. What's. Can you tell me what the the one before that was?

utterance: That was on the twenty-fifth for thirty-seven dollars sixty-two cents.

utterance: OK. Yep, that makes sense. Great. I really appreciate you doing this for me. Now I can remember what it was. I did have one more question though. I'm going out of town, and I was wondering if I can give you like the city I'm going to that way my credit card doesn't get frozen. I'm gonna be travelling to Michigan. So if you could just put that some place if you can, that way when you sees things going in Michigan, I won't get that.

utterance: I can I can definitely add that into the notes here.

utterance: That'll be great.

utterance: And how long will that travel be?

utterance: I'm leaving on the first and I'm gonna be up there probably at least two weeks.

utterance: OK, I'll put that in. And that way it shouldn't flag anything as you're traveling.

utterance: OK. I think that would be it for today. I really appreciate your help.

utterance: Any other information or services I can help you with.

utterance: Not today. Not that I'm aware of.

utterance: OK. Well, I'm glad I could help you out today, and feel free to give us a call at any time.

utterance: OK, thank you so much.

utterance: Goodbye.


utterance: Hello. Thank you for calling Intellibank. My name is Justine. How may I help you?

utterance: hi Justine. I'm calling because I moved and I need to update my address.

utterance: Oh sure. I can definitely help you update that. Let's see. May I please have your name?

utterance: Tilly Miles. Yeah, I've been meaning to do this for weeks but I just haven't gotten around to it yet.

utterance: That's totally understandable. With just having moved I'm sure everything's kind of a mess. All right. So Mrs. Miles for security purposes may I also please have your date of birth?

utterance: Of course. It is July twenty-third nineteen eighty-two. and my PIN is six seven nine nine.

utterance: Oh great. Thank you. so for security purposes can you please provide me with the last four digits of your social security number?

utterance: yes. Eight eight nine zero.

utterance: Thank you so much. OK so I do see that you have a security question on the account.

utterance: Uh-huh.

utterance: it looks like maybe mother's maiden name.

utterance: Gerard.

utterance: that's it. Thank you.

utterance: Uh-huh.

utterance: OK. So Mrs. Miles I do have your account details pulled up here and the address that we have on file currently for you is one two four five Lawrence Boulevard and I show that that is Charlotte, North Carolina with a ZIP of nine zero one nine one.

utterance: Yeah that's my old address. I moved to New York.

utterance: Oh my gosh. How nice. New York City or?

utterance: Oh no. I could never live in New York City. Way too many people.

utterance: I can totally understand that. I my mom lives there so I'm just kinda curious what brings about the move may I ask?

utterance: Oh I I took a new position with the company I work for. It's a promotion so I'm happy about it.

utterance: Oh my gosh. Well congratulations.

utterance: Yeah, thank you. I'm loving it so far.

utterance: Oh that is awesome. I am so happy to hear it.

utterance: Thank you.

utterance: OK, so let's get this changed.

utterance: Actually you know what, I was hoping to get a replacement card because my chip is malfunctioning lately.

utterance: Oh OK sure. I am so sorry to hear that. which card is the chip malfunctioning in?

utterance: The credit card.

utterance: OK. I can definitely assist with getting a replacement card out to you.

utterance: Great. Thank you.

utterance: Yeah, absolutely. I know that it can be frustrating when chip readers don't work. I happens to me all the time.

utterance: Yeah. It it wasn't an issue until recently. Oh you know what I I just remembered, never mind, it's not the card actually. The restaurant where I go for lunch everyday has a faulty chip reader. That's right, they told me that. I was thinking it was the card, sorry, but it's not. I'd like to keep the card I have.

utterance: Oh no problem. I'm I'm glad you remembered before we sent that replacement out.

utterance: Yeah. No sense in getting a new card if you don't have to.

utterance: Oh my gosh absolutely especially with your move you don't need more stress. OK so let's get that address changed. what is your new home address?

utterance: It is eighty-two Dalton Falls Boulevard, Saratoga Springs, New York five six seven one eight.

utterance: And would you please spell Saratoga for me?

utterance: Sure. S A R A T O G A.

utterance: Perfect I didn't want to get that in there wrong. All right so and is that your mailing address, as well?

utterance: It is, yes.

utterance: OK perfect. And it looks like we have a telephone number for you of six seven one one four nine zero nine one nine. Is that still an accurate number?

utterance: Yes it is.

utterance: Perfect. And I also see that you are not enrolled in paperless billing. Would you like me to enroll you?

utterance: no not at this time. Thank you though.

utterance: OK, yeah, yeah no problem. We'll set that aside then. All right Mrs. Miles let's see here. Is there anything else I can do for you today?

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

utterance: You are so welcome. I hope you have a wonderful weekend, get your house all situated and can relax and enjoy.

utterance: Yeah, thank you. You too. Oh I'm sorry I did have one other question.

utterance: Oh gosh, no worries. What else can I do for you?

utterance: so I was hoping you could tell me what my interest rate is on my credit card.

utterance: Certainly. If you don't mind give me just one moment while I bring that information back up here.

utterance: Yeah, sorry.

utterance: No, no, not at all. It's my pleasure. OK. Let's see here. So it looks like your APR is eight point three percent.

utterance: OK would it be possible to request that that be lowered?

utterance: Yeah, I can definitely help you put in that request. bear with me just a moment while I submit that.

utterance: Sure, thank you.

utterance: Of course. OK so I have submitted that request and they usually make a decision rather quickly so I'd expect that you'd hear from someone in about twenty-four to forty-eight hours, possibly even sooner.

utterance: OK wonderful. did you need any additional information from me for that?

utterance: I don't think so but if the team has any questions they will definitely reach out to you by email if that works for you.

utterance: Yeah, that's great. OK thank you for all your help.

utterance: You are so very welcome. I hope you have a wonderful weekend and thank you for your continued business Mrs. Miles.

utterance: Yeah, thank you. You, as well.

utterance: Bye bye.

utterance: Bye.


utterance: Thank your for calling Intellibank. My name is Ashleigh. How may I help you today?

utterance: Hi, yes ma'am. I'm calling today because I wanted to find out a little bit more information about my bank. I thought I'd drove by one of one of your branches the other day, but I wasn't sure because it was under construction.

utterance: yes! I did hear that a lot of our locations are undergoing renovations cuz we're changing our logo and they're trying to get our stuff a little bit more up to date, so a lot of them are under are going through some remodeling. I'll be happy to assist you though with whatever you need. what can I help you with today?

utterance: I need help locating a branch near me.

utterance: Oh OK. Yeah, I can definitely assist you with those. It's not a problem.

utterance: Thank you. Also, my app didn't work the other day. Is there a problem with it?

utterance: no.

utterance: Mm.

utterance: Oh, never mind. Sorry, there may yeah, there is. There is an update available now, I didn't check with it. I'm sorry.

utterance: Oh no, that's fine. Yeah, I know we we did roll out some updates here recently, so if you had any kind of issue with it, it's probably because it needs to have an update and fix, you know, any bugs that are in the system but yeah, so that once you update it it should be fine.

utterance: I'll be able to do that as soon as we hang up. As soon as I went to go to open it it came across the top. Sorry about that.

utterance: No problem, no problem.

utterance: Alright.

utterance: OK, and Oh, what information will you need to help me find a branch?

utterance: first thing that we're going to need is the your address, if you want to find one closest to your location.

utterance: OK. One four three three Orange Avenue.

utterance: perfect, and the city and state.

utterance: Orlando, Florida.

utterance: Alright, and the ZIP code please.

utterance: Three two seven six six.

utterance: Thank you. Alright, so my system is bringing up the branches nearest your location. It just take a couple of minutes to auto-populate here. So how do you like living in Mickey Mouse land?

utterance: So far great. Traffic's a little bad but I guess it's worth it when you can see Mickey almost whenever you want.

utterance: Right. Yeah, the traffic has gotten worse, you know. I heard that our state Florida is the number one move to state in the country, so it's only gonna get worse. But, you know, hey, at least we don't have any snow and you know, we have nice weather from what, November to March. That's like everybody's jealous of that

utterance: I I know before you used to be able to sit in your car in something it will be like twenty minutes away and now the same point A to point B it takes like forty to forty-five minutes with all the traffic and construction and Oh, my goodness.

utterance: Yes! Yeah, there's actually I seen a meme that says you know, like GPS Orlando to Orlando, one hour. All right so I do see. Yeah, it's absolutely true. so we do have two branches within a five mile radius of your address. Their hours are Monday through Friday, nine a.m. to five p.m. I can email these locations to you if you'd like, or I can or you can also find the branches online. Through or website at Intellibank dot com. which one do you prefer? Do you want me to send an email or do you prefer to look online?

utterance: I believe it.

utterance: I will actually look them up online that way I can just kind of GPS and see the areas that they're in.

utterance: OK. Alright, yeah.

utterance: Do I need to schedule an appointment to see my accounts representative?

utterance: As a matter of fact,

utterance: and do we have to wear a mask inside?

utterance: It's OK Oh no, no, it's fine No, you don't need an appointment to see a branch rep. You can set an appointment if you'd like online through our website or through the app if you if you have the app on your phone or want to download the app. but you can just go in there. It just might be a couple minute wait if there's other people in there, and there is masks are recommended especially if your vaccinated so it it's up to you, but we don't require, it's not a must. It it's something that is recommended but you don't have to.

utterance: Sorry, I didn't mean to interrupt, but.

utterance: Oh, OK. Great. I really can't stand those things and they're so uncomfortable and it's so hard to breathe and so hard to understand what people are saying.

utterance: I know. It's it's terrible. I have asthma so I absolutely can't wear those things for longer than a few minutes without you know, having some carb type of reaction, that's why I work from home.

utterance: It in that heat, when you come in from outside in the heat to the cool air and you can feel the cool air on your face but you still feel hot under the mask. It just it can make you feel nauseous.

utterance: Yes, absolutely, I I can agree with that a hundred percent. now would you like any further information about online banking in order to check the balance more conveniently yourself in the future or?

utterance: Oh no thank you. I I have the app. It just, you know, wasn't working for me because I didn't update it.

utterance: Oh yes, that's right. Right, yeah. Well, the app update should definitely fix your issues but if you do, if once you do it and you still have an issue, just let us know and we can create a ticket. To our tech support team and see what's going on. is there anything else I can assist you with today?

utterance: Which is why I called, but you know.

utterance: No ma'am, you've been great. Thank you so much.

utterance: You're very welcome and thank you for calling Intellibank. You enjoy the rest of your day.

utterance: You too. Thank you.

utterance: Thank you. Bye bye.


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

utterance: I thought this was Bank of Portland.

utterance: We used to be Bank of Portland and the we were acquired about six months ago by Intellibank which is able to. Yeah. it's actually a really good thing for our customers. It provides many more ATMs and access all around the nation.

utterance: Oh, gotcha.

utterance: OK.

utterance: Well it's a good thing you guys don't aren't just Intelli cuz then I would get you mixed up with Intel and I know you guys don't do internet.

utterance: we well we are on the the web. We have.

utterance: Do you.

utterance: Provide internet?

utterance: No, we do not provide internet but we do have a.

utterance: Well then what does?

utterance: That do for me?

utterance: I don't know did can I help you with something?

utterance: Yeah. so I recently just came into some money and you know my last bank was just charging me so many fees and I'm just tired of it. So I I'm just looking at my options I guess.

utterance: Mhm.

utterance: Mhm.

utterance: OK. So did you want to maybe open an account with us? We do have a excellent savings account which provides the best interest rate for funds in the Portland metro area.

utterance: Yeah. I I I will probably want a checking account so that I can start using you guys for my debit because I just I kept getting fees on my charges and that's what I don't like.

utterance: OK. All right. I'd be more than happy to help you with that. Can let's get started opening up a checking account for you. Can I get your name please?

utterance: Yeah. It's Karerin Huxlley. Not Huxtables. I'm not with the Cosby's you know. I definitely not into that show anymore. I was when I was younger but it's you know. It's been a while and from what I hear it's not a great situation anymore. So please don't think of the Huxtables when you think of me. Huxlley.

utterance: Huxlley. OK. And Karen is that spelt K A R E N?

utterance: No. It is K A R E R I N because my mother is eccentric like that.

utterance: OK. And how do you spell Huxlley?

utterance: Yes it's H U X L L E Y and once again not Huxtable.

utterance: Thank you for that. And your date of birth?

utterance: Yes it's two eighteen nineteen eighty-two. I'm getting a little up there but I'm not loving it. my social security number is also.

utterance: Oh, yes.

utterance: Thank you. Just one second. Let me get that. OK. Yes. Your social?

utterance: one seven nine three nine five six eight two. My driver's license number is six six one seven five four two oh R. And maiden name is Smairte and my address is.

utterance: OK. One mo~

utterance: One moment please. This is all information I need. let me ask you did you want to set up a security question on your account?

utterance: Oh why not.

utterance: OK. Did you want to use your maiden name?

utterance: Sure. I love my maiden name. It's Smart. And you know I have to say it fits well because I'm pretty dang smart.

utterance: OK.

utterance: Is that S M A R T?

utterance: No. That's actually S M A I R T E. I know it sounds like Smairte but it's actually Smairte. I'm from France.

utterance: Oh that's neat. You you are from France or your family?

utterance: My father is but you know sometimes I get that accent.

utterance: I see. Yeah. That's a nice accent. I like that accent.

utterance: Yeah.

utterance: OK. So I've got your security answered and OK now I will take your address.

utterance: Oh OK. I just moved here. So it's one eight six nine South Seventy-Second Street Portland, Oregon nine seven zero zero seven.

utterance: OK. Thank you very much. And you said you wanted to set up a checking account?

utterance: Yes. I I don't need to save this money. I am ready to spend it. My grandpa died so he left me some estate and I just sold it cuz I don't wanna live in Bend. Too too much snow. but yeah. It was a big house so lots of money.

utterance: Oh, I'm sorry.

utterance: Mhm.

utterance: All right. OK. Well let's go ahead and get that so your account now is all set up and in order to deposit funds did you want to wire them from another account or did you want to go into a branch and deposit it that way?

utterance: You know do I need to wire it or?

utterance: You don't need to

utterance: What?

utterance: Do you suggest?

utterance: Well did you get a check from the title insurance company with your with the with the funds that you received from your sale of your grandfather's house?

utterance: I don't know. I just wanted the money. I don't look at it.

utterance: Did they did they how did they give you the money?

utterance: I think it's a check but I just went and cashed it cuz you know I I wanted to buy some clothes.

utterance: Oh OK. So it's cash. OK so you would need to take that into a nearby branch. And let's see here. You are in Portland. looks like there is a branch very close to you on Morrison Street. Would you like the address?

utterance: you know I have GPS cuz I I am caught up with the Apple so I can just search it I believe and it will give me the address and even if I don't make it to the Morrison one I've seen some other branches. I'll find my way around it. You know it's it's not like France with these crazy street names.

utterance: Mhm.

utterance: OK.

utterance: Yeah. OK. Well great. So your account is is set up. It has a zero balance. You do need to deposit at least twenty dollars into it by the end of business today.

utterance: OK.

utterance: In order to for this to stay an open account. is there anything else that I can help you with?

utterance: OK.

utterance: you know I think you have helped me with all my questions today.

utterance: Great. Well thank you for choosing Intellibank for your checking account needs. If there's anything I can help you with feel free to give us a call back and we're also online at Intellibank dot com. Have a great day.

utterance: Oh great. Thank you so much. You are so sweet.

utterance: Thank you. Bye bye.


utterance: Hi. Thanks for calling Intellibank. This is Susan. How may I help you?

utterance: Hi Susan. Hey I, I think I lost my credit card.

utterance: You did. OK, so who am I speaking with?

utterance: I'm, my name is Todd Knickerson.

utterance: OK Todd. Can you give me your credit card number?

utterance: yeah it's, you ready? Four eight zero two. Six four one two. Seven seven zero five.

utterance: Yeah.

utterance: Two one seven seven.

utterance: That's four eight zero two. Six four one two. Seven seven zero five. Two one seven seven. Is that correct, Todd?

utterance: Yep. That's right.

utterance: OK. Hold on just a second here.

utterance: OK I will need some information about you. What is the. Or about your card. What is the last three digits on the back of the credit card?

utterance: Oh oh shoot

utterance: You don't have your card with you.

utterance: I. No, I.

utterance: Cuz I lost it. it's, I think it's, yeah that's what it is. Three one one.

utterance: OK, great. So your full name.

utterance: Is Todd Knickerson.

utterance: And your date of birth, Todd?

utterance: Is is August twenty one nineteen sixty nine.

utterance: OK, great. Now I need to authenticate this with. I need a number. Maybe your bank account number. Or your social security number.

utterance: Oh.

utterance: OK. I I have. Which one you want? I can give you either one.

utterance: OK. You can give me a social security number.

utterance: OK.

utterance: Zero three nine.

utterance: Four seven. Two two four six.

utterance: Great. OK and, and for the future. So we can quickly verify your identity. I would like to have you answer a security question. Such as your mother's maiden name? The name of your first pet? What street did you grow up on. Which question would you like to have?

utterance: I don't, it doesn't matter. the street thing. The street one.

utterance: OK. So what was the street you grew up on?

utterance: It was Old Harbor Road. Which is kind of funny, do you know why? Is there's no harbor. At all. It's not even near the ocean. I don't know why they did it. Do you ever run into that ?

utterance: That's interesting And, and, and so that's where you grew up on?

utterance: Yeah.

utterance: Yeah, Old Harbor Road. Yep. It's kind of funny.

utterance: interesting name.

utterance: Yep. So and so I, I I don't, you know I don't think the card was stolen. I think I just lost it. But who knows. I might have I might have dropped it, and then someone got ahold of it. Anyways, I had it. I had it this morning. But now I don't have it anymore.

utterance: OK. Let me, what was the date that you last had your credit card?

utterance: This morning. October fifth.

utterance: OK. And to verify I I have your. OK, you gave me the credit card number. What was the last transaction that you remember you making?

utterance: Well, I couldn't remember. I'm thinking is it the one I made online? Cuz I bought a piece of software online. But then I also went out to a a, a burger place downtown. I can't remember the name. Is, it was I think it was yeah. It was a, it was a, it was a burger taco place in, in Raleigh. In downtown Raleigh. I think was the last one.

utterance: OK. We have here your last transaction was tacos and more.

utterance: That sound familiar? OK. And do you remember the amount of that?

utterance: Oh, yeah, that was it. Yep. Yep, yep, yep, yep.

utterance: Oh no it was around twenty dollars. Something like that.

utterance: OK. Great. there seems to be no more transactions since that. So. Yes, that's very good. not too often. But yes we do see them sometimes and.

utterance: That's a good thing, huh?

utterance: Does that happen?

utterance: Very often? That you see more charges?

utterance: I bet sometimes. I bet sometimes people are in a panic when they call.

utterance: But we just have to confirm that.

utterance: OK. Now what I will do would you like me to would you like me to cancel? This credit card? And issue you a new card?

utterance: Yeah. Would they have a new number?

utterance: Yes.

utterance: Oh that's gonna be hard.

utterance: Yeah. I guess we gotta do that. I just gotta be more careful, I guess.

utterance: OK.

utterance: You know, I bet I left it at, no. I remember taking it back from the guy at the, at the taco place.

utterance: OK. Well we'll just send you a new one. And that would, you would get it in about five days.

utterance: So not too long.

utterance: Oh, OK.

utterance: All right. I can't use the other one obviously.

utterance: Correct. That one will. It's canceled. I just canceled that now. So you'll have to get the new one.

utterance: It's gon~, it's gonna be such a nuisan~, I have to update my credit card on all the places online that I

utterance: Unfortunately, that's the process.

utterance: Yeah. Well.

utterance: Yeah, it.

utterance: Is a pain. I agree.

utterance: Well, I have I run an online business, and ooh, it's gonna be. Must be a dozen of them. that's gonna be a pain. But.

utterance: Yeah.

utterance: Well, when you receive, you should receive your card. And when you receive it. it will it will have a strip on it. A number to call. It will act~, that will activate your card. You'll press in numbers, and it, and it will make it so. Make sure you call that number on the strip, before you use it, or the card isn't going to work.

utterance: Oh OK.

utterance: And I need to send that to you.

utterance: At your address.

utterance: And what's the, the address I have on file here is eighteen twenty Wake Forest Road In Raleigh.

utterance: Yep.

utterance: In Raleigh. Yep.

utterance: OK.

utterance: Then. So that's the address that I'll send it to.

utterance: Yep.

utterance: OK. Just a second here.

utterance: Great. OK. Is there anything else that you need help with?

utterance: No. I, I guess that's it. I, I mean if you could somehow make it so I didn't lose my credit card, that'd be great. But.

utterance: Well Todd, I'm sorry we can't do that part. But we can help you when you do.

utterance: OK.

utterance: I'll try not to do it anymore.

utterance: OK, Todd.

utterance: Well thank, thank you very much. And if you need anything else, call us back.

utterance: OK.

utterance: Yeah, OK.

utterance: Thanks Susan. I appreciate it.

utterance: Thanks for calling Intellibank.

utterance: OK. Bye bye.


utterance: Hello this is Roger from Intellibank. How may I help you today?

utterance: Yeah I think I lost my card at Walmart a few days ago.

utterance: OK. OK. so would you want to get a new one ma'am? Would you like to get a new card issued to you?

utterance: Yeah. Yeah that sounds good.

utterance: I just hope nobody didn't yeah spend anything.

utterance: OK. I hope not either. so what I'm gonna do is I'm gonna ask you just for some basic information. Let me know when you're ready.

utterance: I'm ready.

utterance: Thank you so much ma'am. Can I have your first and last name?

utterance: Roshonda Jackson.

utterance: And can you spell Roshonda for me?

utterance: R O S H O N D A.

utterance: And is Jackson spelled J A C K S O N?

utterance: Yes sir that's correct.

utterance: OK thank you so much ma'am. Can I have your date of birth?

utterance: June thirtieth, two thousand and one.

utterance: Thank you so much ma'am. Can I have your state issue ID number or the last four digits of your social?

utterance: Yeah sure let me go get that.

utterance: OK, no problem.

utterance: All right. it's seven B for my state, it's seven B six five two C three one E seven eight A.

utterance: OK, thank you so much ma'am.

utterance: And do you happen to know the name of your first pet?

utterance: I believe I put down Lady. Is that correct?

utterance: Yes ma'am that is correct.

utterance: OK, good.

utterance: OK. And can I have the number to the credit card that was not not that was stolen. Excuse me. That was lost?

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

utterance: And was that six seven six zero?

utterance: Yes sir.

utterance: OK, thank you so much ma'am.

utterance: And do you happen to know the date that the card was lost?

utterance: I believe October first, yeah.

utterance: OK, thank you so much. And do you happen to know the most recent transaction that you made with the card, ma'am?

utterance: October first, at Walmart.

utterance: OK. Thank you so much ma'am. So what I'm gonna do now is I'm gonna cancel the card that you had previously and I'm gonna work on to re-issuing another one. Can you just give me a couple of seconds?

utterance: Yeah sure.

utterance: Thank you so much ma'am.

utterance: Do you see any transactions made on that card, by the way?

utterance: No ma'am. No ma'am there was no other transactions except for the one on October the first and at Walmart that you told me, which is a good thing.

utterance: Do you know how much it was? Yeah.

utterance: yes ma'am. It was twenty-seven dollars and thirty three cents.

utterance: Yeah OK. That's correct. Good.

utterance: OK ma'am I have canceled that card. And I'm going to work on the process of getting you a new one. I'm looking at the address I have on file for you and it says three eight six Taylor Street, is that correct?

utterance: Yes sir.

utterance: OK thank you ma'am.

utterance: So what I'm gonna do is I'm gonna send you the card to that to that address that you have on file, and it's gonna take between one to two weeks.

utterance: For you to get that new card.

utterance: When you do get the new card ma'am, it will come through mail. And it will say Intellibank. the card will be enveloped in some paper. When you take the card out you're gonna see a sticky tab on it and the sticky tab is gonna have four digits and it's gonna have a number on the bottom of it. So what you're gonna do ma'am is you're gonna call call that number, and what's gonna happen is you're gonna go to our computer operating system, and you're gonna type in that PIN. And after that your card will be set up. It will set it up between I think it's I think it's usually between five to fifteen minutes. and it will update you. It's it will tell you to hold on your phone just to let you know that know that your card is active and and that you can use your card.

utterance: All right, that sounds good.

utterance: OK. Is there anything else that I could help you with today, ma'am?

utterance: No sir. That'll be all.

utterance: Thank you so much ma'am for calling me here at Intellibank We're open twenty-four seven, Monday through Friday. If you need us, do not hesitate to call. There will be a survey at the end of this call. If you do not mind can you please take the survey just to rate your experience today?

utterance: Have a good day, ma'am.

utterance: You too, and I'll take that survey.

utterance: Thank you so much. Bye bye.

utterance: Bye.


utterance: Good morning and thank you for calling Intellibank. My name is Scott. How can I help you?

utterance: I need to get some cash.

utterance: You need to get some cash out? OK. I understand that. who do I have the pleasure of speaking with?

utterance: This is Kristal.

utterance: Kristal OK. What's your last name Kristal?

utterance: Humphrey.

utterance: All right Kristal Humphrey. would you like me to call you Kristal or Mrs. Humphrey?

utterance: Kristal is fine.

utterance: OK. Kristal, what is your date of birth?

utterance: ten twenty-three nineteen eighty-seven.

utterance: All right. I'm gonna get an authenticating ID number. this can be your credit card number.

utterance: Do you have a credit card number you can give me?

utterance: No, I don't. not right now. I don't have any of that on me.

utterance: Oh OK. well we could do a work-around. if you can give me your account number I can take that.

utterance: OK, I can give you that.

utterance: OK.

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

utterance: OK, that works. Good deal. Thank you very much. I'm gonna ask you for security purposes a security question. And your security question is the name of your first pet?

utterance: Shaggy.

utterance: Shaggy. OK, thank you very much Mrs. Kristal. do you.

utterance: I just.

utterance: I'm not near a branch and I don't know how to get cash out.

utterance: You're just trying to get some cash out?

utterance: Yeah.

utterance: OK. Well what I can do is I can list some of the local ATMs that are close by you.

utterance: OK. Can I find those on the website as well?

utterance: You sure can. You can got to Intellibank find an ATM dot com and it'll ask you the same information I asked you earlier. And it'll you'll put in your address and it'll it'll pop up with some ATMs that are available, but I could do that for you right now if you'd like since I got you on the phone.

utterance: Oh, oh.

utterance: Yeah, that would be great.

utterance: OK. Well give me your current address right now.

utterance: Four seven eight nine North Tucker Boulevard. And that's in Arlington, Texas.

utterance: OK. And what's the ZIP code over there?

utterance: Seven six zero one seven.

utterance: All right. It looks like you have an ATM pretty close by at one four one four East Tucker Boulevard, Arlington, Texas seven six zero one four. that ATM is at an Intellibank location so there should be no fees associated with it. They're open from nine to five if you'd like to go by there. would you like me to find you another one?

utterance: no, that should be good for now. can I also do other things at the ATM? Can you transfer funds and things like that?

utterance: At this ATM you cannot. You can, you can only pull out cash. At another ATM we can find you you can you can deposit cash or you can transfer funds like you asked. Do you want me to to find you one of those?

utterance: OK, yeah if you don't mind. I'd like to have one of those please.

utterance: OK, let's see. At one two seven nine Superman Boulevard, Arlington, Texas seven six zero one six, there is an ATM at an Intellibank that you can do all the things that you could possibly do with me, but at the ATM there.

utterance: OK, that that's good. That's what I need.

utterance: OK. Now let's see here. Yeah, that's only about four miles down the road so that should be good enough to to help you out. is there anything else I can help you with?

utterance: I think that's it for today. I can't think of anything else that I need to do.

utterance: OK. Well just give you some advice on the ATM there that there are daily withdrawal limits at the Intellibank ATM. The daily withdrawal limits is one thousand five hundred. at that

utterance: Is

utterance: That including both, like all accounts included or could that be from separate accounts or savings and checking?

utterance: It's just per account.

utterance: So, yep. So if you wanna pull fifteen hundred out from your checking you'll you'll be able to pull out another fifteen hundred out from your savings.

utterance: Per account. OK.

utterance: OK, which is good to know. OK.

utterance: Yes, absolutely and if say you do pull out fifteen hundred there'll be a twenty-four hour waiting period before you can pull out your max limit which is fifteen hundred again. OK, so fifteen hundred per twenty-four hour period at each ATM.

utterance: OK

utterance: And for deposits there's a limit of one thousand two hundred and fifty dollars cash. If you're depositing cash into an ATM there is limits there and that's how much each ATM will accept.

utterance: OK, and how long does that take to post if I were to deposit cash?

utterance: It should take anywhere between three and seventeen business days for it to to post. You will receive an email when we have received the funds and then you'll receive another email when it's posted.

utterance: OK. Fantastic.

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

utterance: no that's it. Thank you.

utterance: Thank you. Have a good day.


utterance: Hi, thank you for calling Intellibank. My name is Mika, how may I assist you today?

utterance: Hey Mika, how are you doing today? It's so beautiful out!

utterance: Why yes ma'am it sure is and I'm doing just fine. And how are you doing?

utterance: Oh, I'm doing great. Thank you so much for asking. Now, the reason I'm calling, my brother, he's in the Airforce and him and his wife and my nephew, they now live all the way up in Dover. And you know of course, we're down here in Georgia. But, I would love to be able to try to get some money out to my brother so he can get my nephew a present from me for his birthday since I won't be able to visit. And I was calling to see if you guys do anything like that. And also, if you do, would there be any kind of charge that's actually why I'm calling you guys, cuz Western Union is so expensive. I really don't want to use them so I figured I'd give you you guys a call first.

utterance: Why yes ma'am, absolutely. We sure do. Now does your brother bank with us?

utterance: Yes ma'am, he he actually still does.

utterance: All right, well that's great then. There would be no charge at all to to do a transfer over to him.

utterance: OK, well that sounds great. what do I need to do to do that?

utterance: Well ma'am, I would be more than happy to go ahead and help you out with that. I do need to get some information from you first so I can pull up your account. May I please have your first and last name?

utterance: Yes ma'am. My name is Doris Ray. R A Y.

utterance: All right Mrs. Ray, thank you for that information. May I also have your date of birth please?

utterance: Sure, it's February the seventh nineteen eighty-six.

utterance: All right, so February the seventh nineteen eighty-six.

utterance: Yes ma'am.

utterance: Thank you so much for that information. And may I also have your driver's license number please?

utterance: Sure. It's B as in boy, eight nine eight four two zero seven seven two five nine.

utterance: All right ma'am, I have B as in boy, eight nine eight four two zero seven seven two five nine.

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

utterance: Wonderful, thank you so much. Now, what type of account is it that you're wanting to withdraw the money from?

utterance: It would be from my checking. And it's also going to my brothers checking.

utterance: All right, thank you for that ma'am. may I have that account number for your first please?

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

utterance: All right ma'am, I have your checking account number as zero nine six one zero two three five four.

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

utterance: All right, thank you for that. And may I have your brothers checking account number please?

utterance: Sure. It is four one six five one zero one four four.

utterance: All right ma'am, I have four one six five one zero one four four.

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

utterance: All right, and how much would you like to send?

utterance: Oh, let's see. I'll send him a little bit extra too so he can get him a really good present. I was thinking maybe something along the lines of one of those little electric cars that kids drive around, I can't think of the name of those. how about we send five hundred dollars.

utterance: All right ma'am. Well that is very nice, your nephew is blessed to have you as a aunt. So I have five hundred dollars. gimme just one moment to go ahead and get that sent over for you.

utterance: OK. Great, thank you.

utterance: All right Mrs. Ray, I do have that sent over for you and that money should be available as of immediately. And just to let you know, in the future, I mean if you want to go ahead and call us if you're wanting to send them some more money, we'd be more than happy to help you out with that. But you can also go into any of our branch locations to do a transfer or, you can go online to WWW dot Intellibank dot com and use the online banking which is absolutely free as well. And you can send it right on over that way and you can do that at any time, any day you like.

utterance: Oh really? Thank you!

utterance: Not a problem Miss Ray. Is there anything else that I could help you with today?

utterance: No ma'am, I think that does it. Thank you so much for your help Mika.

utterance: Not a problem Mrs. Ray. You have a wonderful day and thank you for choosing Intellibank.


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

utterance: Hello, Carly. I'm calling to find an Intellibank branch located near me.

utterance: There used to be a branch located right out the road from where I stay but that's. But that one closed down. I tried to look up a location yesterday while I was at work. I worked for a big law firm in Chicago but I couldn't find any branches location. Do you think that would that you would be able to help me out?

utterance: OK. Yes, sir. I can help you with that. Can I have your first and last name, please?

utterance: Marvin Thomas.

utterance: OK. Mr. Thomas. And can I have your date of birth?

utterance: June fifteen nineteen eighty-three.

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

utterance: Five three seven nine four two.

utterance: OK and for your security code can I have the make and model of the first car you owned?

utterance: A nineteen ninety-three Buick Regal.

utterance: OK.

utterance: No. I'm sorry. A seven Impala.

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

utterance: Four three two south west fourth and fifth street

utterance: OK and the city and state.

utterance: Sandwich , Chicago.

utterance: Chicago. OK.

utterance: And you said Chicago, right?

utterance: Yes, ma'am.

utterance: Tell me.

utterance: I'm sorry?

utterance: Yes Chicago.

utterance: tell me about the weather.

utterance: The weather where I'm at, sir?

utterance: Yes, ma'am.

utterance: Oh.

utterance: The weather is nice. it's sunny today. so it's pretty. It's pretty nice out. How is the weather where you are in Chicago?

utterance: Well for as of the last couple of days, we've been going through a real thunderstorm. There's been a lot of rain so can't nobody go out and do nothing. It's been raining real hard.

utterance: Aww that sucks.

utterance: Well, where I've been it's been pretty sunny so I don't wanna share that too much. I don't wanna make you too jealous OK.

utterance: And can I have the ZIP code, please?

utterance: Three four six eight five.

utterance: Thank you. OK. So you stated that you wanted to see some branch locations in your area.

utterance: All right. So I do see that we have several branch locations. there is an ATM oh no there is a branch located, I'm sorry, on fifty-third street.

utterance: it's about two point four miles away from you.

utterance: there's also an ATM at the bank of Luther van Der Street point three miles away from you on Southeast Highway but that store does close a little bit early at three p.m. on Thursdays.

utterance: OK, yes. I do remember that one on Martin van Der Street. Thank you.

utterance: not Martin van Der Street. Sir, Luther van Der Street.

utterance: Oh on Luther van Der Street.

utterance: My bad.

utterance: OK. Oh no problem. OK and you wanted to check your bank account balance, correct?

utterance: Yes.

utterance: All right. what account you're inquiring about. Is this your checking or savings?

utterance: Yes, I'm calling to check the balance of my checking account, please.

utterance: OK and can I have the number for the account you are inquiring about?

utterance: Yes, ma'am. Three eight.

utterance: Two three four three.

utterance: No wait. The account number is three eight two five two forty-three.

utterance: OK thank you.

utterance: I do see your checking account balance at seven thousand.

utterance: yup. Seven thousand seven hundred sixty-five dollars and eighty-eight cents. Are there any other accounts that you would like to check?

utterance: Yes. Can I check my savings account, please?

utterance: OK. Yes, sir.

utterance: OK. I do see that your savings account there's five thousand five hundred forty-six dollars and eighty-eight cents. Is there any other accounts that you would like to check?

utterance: No, ma'am. Thank you.

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

utterance: No, ma'am. Thank you and wanna have a good day.

utterance: OK. Thank you for calling Intellibank. Again, my name is Carly. Have a great day.


utterance: Hello, you've reached Intellibank, my name is Brenda, how can I help you?

utterance: Yes, I lost my credit card and I need to change it.

utterance: OK, you lost your credit card?

utterance: Yes.

utterance: OK and can you give me your name please?

utterance: Sure, it's Sunshine. S U N S H I N E.

utterance: Hankie. H A N K I E.

utterance: Thank you and your date of birth please?

utterance: Six thirty eighty-one.

utterance: Thank you. I also need your address.

utterance: I got two different ones. I don't know which one my account's under.

utterance: OK, go ahead.

utterance: The first one would be eighteen thirty-five Rice Boulevard.

utterance: Fairborn, Ohio.

utterance: That's the one we have. Is that incorrect?

utterance: OK.

utterance: Yes, I moved.

utterance: OK, let's update your address.

utterance: Go ahead and give me the new one.

utterance: Sure, it's eighteen forty-two Woodvine Street.

utterance: Could you spell that please.

utterance: W O O D V I N E.

utterance: OK.

utterance: And in apartment h two.

utterance: H as in Henry number two?

utterance: Yes.

utterance: OK.

utterance: Fairborn, Ohio.

utterance: Four five three two four.

utterance: OK, give me just a minute to update that please.

utterance: Thank you.

utterance: OK. I got that updated. Do you have an authenticating ID number that we can verify?

utterance: Yes, it's R R five nine four one one zero.

utterance: Thank you and is that a driver's license or a state ID?

utterance: Driver's license.

utterance: OK.

utterance: And do you have the answer to your security question?

utterance: Yes. Mrs. Bean. B E A N.

utterance: Thank you.

utterance: And you said this is a credit card right, not a debit card.

utterance: It's my debit card, I just call it my credit card.

utterance: Oh, OK.

utterance: And can you give me that card number that you lost?

utterance: Sure, it's five one four seven.

utterance: Slow down just a little bit for me.

utterance: OK, sorry about that.

utterance: That's OK.

utterance: Five one four seven seven seven three two four one zero nine two nine eight four.

utterance: OK, gimme just a minute while I pull that up please.

utterance: Alright, I got that card up. Can you tell me what day you lost it?

utterance: I lost it yesterday on the October fifth.

utterance: OK and you don't believe it was stolen?

utterance: No it wasn't, I just lost it.

utterance: OK and can you tell me if you know the last place that you used it?

utterance: Yeah, I used it at Kroger for fifty-two seventy eight.

utterance: That was the amount that you spent?

utterance: Yes.

utterance: OK.

utterance: All right.

utterance: Be quiet over there, I'm trying to talk on the phone.

utterance: Thank you.

utterance: Thanks for verifying that.

utterance: Sorry about that.

utterance: That's OK.

utterance: Alright so, you would like me to cancel this card and send you a new one?

utterance: Yes please.

utterance: OK.

utterance: How does that work?

utterance: I am canceling that right now. Gimme just a second.

utterance: I'm so aggravated about this.

utterance: I'm sorry, it is a pain.

utterance: OK, I have that card canceled and I have the new one set up to be sent to your new address that we put on your file, is that right?

utterance: Yes.

utterance: OK.

utterance: How long is that gonna take to get to me?

utterance: About five to seven days.

utterance: Are you sure it can't be sooner, I really need my card.

utterance: Unfortunately, that's the fastest they can go because of the mail.

utterance: OK.

utterance: I'm sorry.

utterance: That's all right. How do I activate it when I do get it?

utterance: OK.

utterance: So give me just a second here and I can explain that to you.

utterance: Thank you.

utterance: OK so, when you get the card in the mail, it should have a sticker on the front of it and the sticker will have an eight hundred number that you can call to activate it. It'll also have a website that you can call to activate it.

utterance: OK.

utterance: And it will just ask for the card number and your authenticating ID number to verify that it's you.

utterance: And it. You'll be activated.

utterance: OK.

utterance: Does that sound OK to you?

utterance: I guess if I have to wait that long.

utterance: Well if you want, I can put you on hold and see if a manager can expedite it.

utterance: That would be great.

utterance: OK, hold on just a minute please.

utterance: Thank you.

utterance: You guys really need to be quiet. I'm trying to talk on the phone over here.

utterance: Are you still there?

utterance: Yes. I'm still here. I'm trying to get my kids to be quiet.

utterance: OK.

utterance: OK.

utterance: Fortunately, my manager is offering to expedite your card. normally we charge a twenty dollar fee for that but they're going to weigh that for you since you're a current and loyal customer.

utterance: That's great.

utterance: So that should take two to three days to get to you.

utterance: That's awesome, I appreciate that.

utterance: You're welcome. If it doesn't come in two to three days, you're welcome to call back and ask.

utterance: and check on the status of that.

utterance: OK. Is there any way you can tell me my last account transaction. That way I know there's nothing wacky on it.

utterance: Well the last transaction that you gave me was Kroger's.

utterance: For fifty-two dollars and seventy-eight cents.

utterance: But was there anything after that? That way.

utterance: No no, there was no other transactions after that.

utterance: OK.

utterance: Can you tell me my balance then?

utterance: Yep, your balance is three hundred and fifty-two dollars and fifty-four cents.

utterance: That doesn't sound right.

utterance: OK.

utterance: Were you sure there wasn't an ATM transaction or anything?

utterance: I don't see anything after Kroger but you're welcome to get online and look at your transaction history.

utterance: And after you find something wrong you can call back and dispute it.

utterance: OK.

utterance: OK.

utterance: Does that sound OK?

utterance: Thanks.

utterance: Yep, that sounds great.

utterance: Anything else I can do for you today?

utterance: Nope, that's all.

utterance: OK, well thank you, have a good day.

utterance: You too.