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

utterance: Marsha Stevens.

utterance: And how you doing this evening?

utterance: I'm doing OK.

utterance: That's good. That's good. can I get your date of birth?

utterance: One one nineteen sixty.

utterance: OK.

utterance: And what account are we dealing with today?

utterance: Well, today we're dealing with my savings into my checking.

utterance: OK. Let's get that savings account number.

utterance: It's eight A zero zero one four five five six zero zero nine eight.

utterance: OK.

utterance: and how much money are we moving in?

utterance: we're gonna take seven hundred out of the savings into the checking account.

utterance: Seven hundred?

utterance: Yes.

utterance: Alright.

utterance: Alright. Let's see. What's the checking or the.

utterance: What's the checking's account?

utterance: The checking account is eight A two two one zero zero four three five five nine eight.

utterance: You said five five nine eight?

utterance: Yes.

utterance: OK.

utterance: That won't.

utterance: Be a problem, will it?

utterance: no the we.

utterance: Just taking its time on this system. That's all.

utterance: OK.

utterance: It will be done in just.

utterance: So how your day going today?

utterance: it's going fine. It's going fine.

utterance: Good. Good.

utterance: Good weather we having today. That's about it.

utterance: Yeah.

utterance: Yeah. Starting to steam up though.

utterance: Yeah. Yeah. The just the Midwest weather though it's.

utterance: Unpredictable.

utterance: Yeah, very unpredictable, very unpredictable.

utterance: Alright Ms. Stevens, seems like the transfer is complete. Is there anything else I can help you with today?

utterance: let's see. Can you give me the amount that remains in the savings.

utterance: OK. Let's check the savings account.

utterance: After the transfer you have five thousand eight hundred and seventy-six and dollars and eighty-six cents.

utterance: Oh, OK.

utterance: Alrighty.

utterance: OK, are you aware of the online banking and app?

utterance: Yes.

utterance: OK.

utterance: Yes.

utterance: just a quick reminder you can always check you balance on there. you can actually work with the transfer on the app as well. It's a new feature that we have.

utterance: Oh, OK. OK. That's great.

utterance: Just if you never need to transfer on the fly or on the go.

utterance: I also wanted to updated you that you have a new a new branch that just opened up around you.

utterance: Oh, OK.

utterance: That that's that would be. That would come in handy.

utterance: To me?

utterance: Yes, it's actually. Lemme look look this up in our system. Actually everything updated.

utterance: Well that's what computers do.

utterance: Yeah. And I'm it's world of technology. It's It's easier and convenient for people now.

utterance: Yes.

utterance: OK, we have one on three eight seven Warsaw Avenue.

utterance: OK.

utterance: yeah and if you're ever in the area, drop by. They will be happy to help you. And.

utterance: Do they have a tailor I mean a ATM in there?

utterance: ATM yes. All of our branches have ATMs within or outside of the building yes.

utterance: Oh, OK, great.

utterance: Great. Great.

utterance: And it's not too far and that's perfect for me. Oh wow!

utterance: Then,

utterance: Anything else I can help you with? Do you need to know the amount that's in your checking's account?

utterance: Yes, that'd be fine.

utterance: That'd be fine. That'd be great.

utterance: Added on with the seven hundred?

utterance: Added on with the seven hundred we just transferred you are at three thousand eight hundred eighty dollars.

utterance: All right.

utterance: OK, perfect.

utterance: OK.

utterance: I thank you for your help today.

utterance: no problem, Ms. Stevens. You have a wonderful day.

utterance: You too.

utterance: Alright.

utterance: Bye.

utterance: Bye bye.


speaker_role: Agent

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

speaker_role: Customer

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

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

utterance: I'm doing pretty well. Rose, I need your help please with making a a transfer, a wire transfer over to a friend of mine's account.

utterance: I can certainly help you with that. I just have to ask you a couple of questions so I can get into the accounts to make that transfer, OK?

utterance: Sure.

utterance: All right. let's see here, bear with me just a moment, my screen just went completely black. One moment.

utterance: Oh no worries. Well, aside from that, how's your day been?

utterance: Oh it's been great. It's almost over, and that's the best part.

utterance: Oh thank goodness. that is always the best part in my opinion.

utterance: Yes ma'am! How's your day been?

utterance: Is, it's been pretty good. I've enjoyed the weather out and I've just been, you know, relaxing, enjoying my day.

utterance: That's so awesome. Our weather is definitely I don't know. Maybe it's going through a menopause. It's it's it's one way and then it, then it's another way the next day. I tell you, I was so excited because you know, I thought summer was over, basically. I live at the beach by the way, so summer's never really truly over, but over in the way that I could wear some, you know, more cooler weather type of you know, attire. No, it's back to the middle of summer again. It was fall for two days and now we're in second summer.

utterance: Oh, wow.

utterance: That's hilarious.

utterance: Yes, I know.

utterance: So, all right. I need to know your first and last name.

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

utterance: Awesome, and your date of birth, Miss Johns.

utterance: my date of birth is April the twenty-fourth, nineteen seventy-seven, and my phone number is seven one seven nine nine three zero seven eight five.

utterance: Awesome, I was just gonna ask you for that.

utterance: Oh, I figured. I've been through this before.

utterance: Thank you. And let's see, I need to ask you your security question. What street did you grow up on?

utterance: Sure, Broadway.

utterance: Thank you. And what account are we withdrawing from?

utterance: I am going to transfer from my checking to my friend's account which is a checking account as well.

utterance: OK and can I have your account number?

utterance: Sure. My account number is one one two one zero zero zero five nine five.

utterance: Thank you, and the dollar amount that you are transferring?

utterance: I am, you know, I'm gonna go ahead and just transfer a thousand to my friend. I was going to do five hundred but I think you know she's been going through some hard times and lost her job and I would just wanna make sure that she's got a little cushion before you know, some other bills are due. So, I think I'm gonna go ahead and do a thousand from my checking, please.

utterance: How sweet of you! What a wonderful thing to experience, you know? It's been such tough times on everyone and it's so nice to witness that just generosity is still something that happens. I think that's very sweet of you.

utterance: Oh, well, thank you. You know, we all, we gotta look out for each other. It's, it's very clear you know, the government's not going to, so we gotta. we gotta take care of each other, you know?

utterance: You got that right.

utterance: That's right. All right. And I do have to ask you if this is a domestic transfer or international?

utterance: it is a domestic transfer.

utterance: OK. And can I please have your friend's first and last name and also her deposit routing number?

utterance: Oh sure, yeah. Her first name is Cindy and last name is Brown.

utterance: OK.

utterance: And

utterance: her routing number is zero five five zero nine five five seven five.

utterance: Thank you. And can I have Cindy's account number?

utterance: absolutely, yeah. Her account number is seven zero eight five six four six seven four four.

utterance: All right, thank you so much. And we're transferring one thousand even into Cindy's account, correct?

utterance: Yes.

utterance: Yes please.

utterance: OK, bear with me just a few moments while I complete this transaction.

utterance: Sure.

utterance: OK Miss Johns, I have completed that transaction for you. The the transfer is complete. I did send you a confirmation to the email that we have on file. If you don't mind checking that in about thirty seconds just to make sure that it did come through.

utterance: Oh sure, yeah. Let me let me go out here and get to my email. One second.

utterance: OK. yes, I did get the email.

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

utterance: No, that's everything. Thank you so much, you've been very helpful.

utterance: Oh, you're very welcome. It's my pleasure, and I hope you have a wonderful rest of your day, Miss Johns.

utterance: Thanks, and you too.

utterance: Thank you.

utterance: Bye bye.

utterance: Bye.


utterance: Thanks for calling Intellibank this is Jerry how can I help you?

utterance: Yes hello Jerry. My name is Evaline Richards and I'm calling to report a lost card.

utterance: Oh I'm sorry to hear that Ms. Richards. Thanks for calling I'll be glad to assist you. If I could I just need to verify some information if Ms. Richards. what is your date of birth?

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

utterance: OK. And Ms. Richards what is your mother's maiden name?

utterance: Sanchez.

utterance: Sanchez? OK. Thanks for that. And just a little bit more information. What is your account number?

utterance: My account number is four four seven nine Six five three two. Seven four four six. Three nine two six.

utterance: Terrific. And also Ms. Richards what is your your card number?

utterance: My card number? Just a second.

utterance: Certainly. Take your time.

utterance: All right my card number is four four seven nine six five three two Seven four four six. Three nine two six. It's a Visa.

utterance: OK. And the expiration on that?

utterance: Expiration is two twenty-six.

utterance: Terrific. Thank you. And you said that fou~ lost.

utterance: Yes it was lost.

utterance: I understand Ms. Richards again happy to assist you with that. And of course regret that that occurred. If I could ask Ms. Richards When exactly As a matter of fact Ms. Richards do you know when you lost that card?

utterance: No I really don't remember. When I lost it. I believe it was Last week. So yeah I. As I'm looking back I been like think it was like September thirtieth.

utterance: OK then September thirtieth.

utterance: Yes.

utterance: OK. And do you know where you last used the card?

utterance: No, I really don't remember. I believe. I think it was at target.

utterance: OK. Target?

utterance: Yes.

utterance: All right. Thank you Ms. Richards for that. And in order for me to go head and move forward with the cancellation of the lost card. I just need to verify. Do you know what the last two transactions are on the card?

utterance: Yes I do know the transactions I did Well actually I really don't remember when that was. I can't remember when what the transactions were.

utterance: OK. Oh so you don't recall the last two transactions you used?

utterance: I can't.

utterance: Thank you Ms.

utterance: Thank you Ms. Richards for that. unfortunately I'm not going to be able to process your request because I would need that in order to. Just for security purposes on your account. Ms. Richards what you might be able to do is go online and check online with our banking. And you can login into your account online and find out and determine what those last two transactions are on your account. And you can then call back. if with that information but unless I have that just for security purposes on your account I won't be able to process of the cancellation.

utterance: OK. Well I should be able to do that.

utterance: Again regret the inconvenience, I know of that I wanted to be able to assist you here today. But once you get that information for us We'll be able to proceed with the cancellation request. in general it takes about seven to ten business days for you to receive a new card.

utterance: OK. Thank you and before you know I go I would like to dispute a couple of transactions I see on my checking account.

utterance: Oh OK. And Ms. Richards what is the account number again? Or d~. Have you mentioned what the account number is for your checking account?

utterance: Yes.

utterance: OK. If you would just repeat that again. What the account number is.

utterance: OK. The routing number.

utterance: the the all I need is your account number.

utterance: OK. I'm sorry about that. The account number is nine eight four six five nine.

utterance: Terrific. And you stated that you wanted to dispute a transaction with on your in your checking account?

utterance: Yes.

utterance: OK and do you know what the amount is of the transaction?

utterance: Yes I do.

utterance: OK and Ms. Richards how much is that?

utterance: OK it is mm thirty-eight dollars it was made at Walmart.

utterance: OK it was thirty-eight dollars at Walmart.

utterance: Yes.

utterance: OK and just to be sure here. Ms. Richards thirty-eight dollars at Walmart and do you recall when that was?

utterance: Yes.

utterance: OK and what day was that for?

utterance: OK that one was on September twenty-first.

utterance: OK September the twenty-first?

utterance: Yes.

utterance: OK.

utterance: Let me just OK. Let me just see here I'm reviewing your account. I tell you Ms. Richards these computers sometimes can be quite something.

utterance: You know what I've located the transaction Ms. Richards. And that was for thirty-eight dollars at Walmart on September twenty-first.

utterance: Correct.

utterance: All right I have gone ahead and notated that to the account. If I can ask why are you disputing the transaction?

utterance: Because I don't didn't make the purchase.

utterance: Oh I see. This is an unauthorized transaction.

utterance: Yes it is.

utterance: Thank you for letting us know. we'll be glad to assist you with that. What I have done Ms. Richards is I've gone ahead and submitted your account information over to our loss control department. And they will review the transaction And what's the process works here is, once they're finished with the review, they will then credit the funds back to your account. Generally it can take up to two weeks. for the research to occur. It can be completed sooner than that but there are times where it can be up to two weeks.

utterance: OK I understand that.

utterance: OK. Well again, is there anything else that I can help you with Ms. Richards?

utterance: No there is nothing else. I appreciate it.

utterance: Thank you Ms. Richards and by the way do you have any questions about online banking?

utterance: Yes I do. you explain that to me?

utterance: Certainly. with online banking again all you have to do is . Go online and your account information, and from there you can access your account information right there online.

utterance: OK sounds pretty easy. Thank you.

utterance: Thank you bye bye.

utterance: Bye.


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

utterance: Yes, my name is Evelyn Richards and I want to dispute a transaction that was made on my platinum card.

utterance: Be happy to assist you with that Mrs. Richards. if I could I just need to verify some information, but how is your day going?

utterance: The day is going pretty well.

utterance: That's good to hear. I tell you it's been a bright and sunny day out today, you know I wish I could get out to the park and walk the dog. cuz he really loves the sunlight.

utterance: Well, that sounds like that's a lot of fun and it is beautiful to get out there in that weather.

utterance: I I love my dog, she is something else. But Miss Richards definitely want to get this matter handled for you. Let me just verify some information for you. What is your date of birth?

utterance: Eleven eleven eighty-four.

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

utterance: Sanchez.

utterance: OK and you said you wanted to dispute a transaction on your platinum card?

utterance: Yes.

utterance: OK. And if I could just ask what is the platinum card number?

utterance: I don't have the the card number.

utterance: Oh, you don't have the card number?

utterance: no, I don't.

utterance: OK, well, unfortunately, Miss Richards I'm not going to be able to dispute the transaction if you don't have the card number.

utterance: So there's no other way that you can look at this? Because I really don't want this transaction on my account because I didn't authorize it!

utterance: I see so you're saying you did not authorize the transaction?

utterance: No, I didn't. So, what are the next steps?

utterance: Well, that's a great question Miss Richards and again, regret the inconvenience because I certainly understand how concerning this would be. but unfortunately, I'm not able to pull up your account information without your credit card number. but let me say that you could potentially go online via our online banking system. Do you, are you aware of our online banking system?

utterance: No, could you give me a little bit more information about that so I can see if that's something I can try to do?

utterance: Absolutely, Miss Richards. It's simple, all you have to do is go visit our website and when you're at our website you can then enter in your or if you don't already have an account set up, you can set up an account with your username and password. And then from there, you can access your account from right there online and you could actually process and request a disputed transaction right there online.

utterance: OK, all right, I will certainly look into that.

utterance: And again I understand how frustrating this can be and particularly if this was an unauthorized transaction. do, how much was the transaction for?

utterance: It was for four hundred dollars.

utterance: OK and again, I regret that I wasn't able to pull up your account but you can go online and set up the account, it's free and once you access your account placed dispute request in online and then our security department will be able to pull up your information and begin the process of investigating of the requested dispute.

utterance: OK, I will do that because four hundred dollars is a lot of money. And I am glad I can go and do that.

utterance: Yes ma'am, I completely agree. I understand that you would want to get this matter handled quickly and we certainly want to assist you with that as quickly as we can. And one of the fastest ways to do it would be online. You can make your request on there. Our security department will get that and from there, generally just to follow up on your earlier question. You'll receive an email notification from our security department. Generally, within about three to five business days. And they'll let you know what the status is of the investigation on your disputed transaction.

utterance: OK, thank you very much. Three to five days?

utterance: It's three to five business days, yes ma'am.

utterance: Oh, OK.

utterance: Well let me ask Miss Richards, is there anything else I can be of assistance to you?

utterance: no, there's nothing else for now. I'll go online and make that step to see if I can get that taken care of.

utterance: Terrific! And of course, also if you wanted to access your account balance, make payments online, to your credit card account or make payments to your account for your car loan, you'd be able to do it right there online.

utterance: OK, I will do it!

utterance: Thanks again Ms. Richards and if there's nothing else you have a terrific day.

utterance: And you too. Thanks.

utterance: Thanks

utterance: For calling Intellibank.

utterance: Thank you.

utterance: Bye bye.

utterance: Bye.


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

utterance: Hi Susan. Hey I've gotta update a . Make an update to my account information.

utterance: Yes. And who am I speaking with?

utterance: this is Todd Nickerson.

utterance: Hi Todd. And for verification. Can you give me your date of birth?

utterance: all right. It's eight twenty-one sixty-nine.

utterance: OK. And Todd, what is your account.

utterance: Hey.

utterance: Hey, Susan. I just wanna update my my email address. It's simple. I don't. We don't have to go into all this other stuff.

utterance: Yes. And I can help you with that. But I do need to verify your identify and verify the account.

utterance: All right. All right. well what do you need then?

utterance: OK. either your account number. Or if it's easier you can give me your credit card number.

utterance: All right. my account number. It's nine one zero eight. Four two five. Zero three.

utterance: OK. And for your security question, I have here what.

utterance: Excuse me. Susan. I just want to update my email address. We don't have to go into all this other stuff. I would be giving you a new email address and that's all. Could we get. Just do that? Right now?

utterance: Yes.

utterance: I I'm sorry Todd. I understand your frustration. But I'm required. Bank Policy. I'm required to get this information from you. I'm sorry. We'll try to do this quickly. I need the security question answered. What is your mother's maiden name?

utterance: Mary Eldridge. Is that gonna be all?

utterance: Great. Thank you.

utterance: Yes. And also your account number.

utterance: OK. It's nine one. Zero eight. Four two five. Zero three. Didn't I already give you that number?

utterance: I have it now. Thank you. This is correct. And what is the email address that you currently have on file with us?

utterance: It's Todd Nickerson at Gmail dot com.

utterance: OK Todd. What would you like the updated email address to be?

utterance: Todd Nickerson at Yahoo dot com. Very simple change. It should only. It should have happened minutes ago.

utterance: OK. I'm sorry about that.

utterance: That's all right. I'm kind of busy. So if we could get this done.

utterance: OK. It's Todd Nickerson at Yahoo dot com. And you'll get an email confirming this change.

utterance: That's correct.

utterance: All right.

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

utterance: No, No, you've

utterance: Been way way more helpful. It's Actually. Can you. Can you give me an account balance? On On my checking account.

utterance: Yes. On the account number that you just gave me?

utterance: Yep.

utterance: Yep. You got that number still?

utterance: OK, hold on.

utterance: Yes. Hold on just a second. OK. On that account. Ending in two five zero three. Your balance is sixteen thousand four hundred and eighty-two dollars.

utterance: Yeah.

utterance: See that seems a little lower than what I have. Could. Sixteen thousand and what?

utterance: Sixteen thousand two hundred and five dollars.

utterance: Two hun~

utterance: All right. Yeah. OK. That's good I guess. I'll have to check that. If that's wrong I'll call you back.

utterance: All right.

utterance: Do you have online banking?

utterance: Yup. Yup.

utterance: OK. If you go on online banking you can see all the transactions and make sure that everything is correct. If anything looks out of whack to you. You can call if there's something you don't recognize.

utterance: Yeah.

utterance: Yeah. I I'll have to do that. I I thought it was a a thousand or so more than that. And I'd have to go back and see what I. Cuz I may have spent some money on it. So all right. I'll I'll check that out. I'm.

utterance: OK. And you can do online banking.

utterance: Yeah. I've got an online banking account and. And That's. I just wanted to. I thought this would be quicker. To change my email address by calling you. But apparently I was incorrect. And I could have done it quicker online. And

utterance: OK Todd. Well well I appreciate that you're calling. And if I can help you in any other way. Let me know.

utterance: you'll be the first I call. All right. Thanks a lot.

utterance: OK. Thanks for calling Intellibank. Bye!

utterance: OK. Bye bye.


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

utterance: I want to open a new account today.

utterance: OK, great. What's your name?

utterance: It's Tanna Vinn.

utterance: OK, Tanna. Do you know what type of account you'd like to open today?

utterance: A savings account.

utterance: Alright. Are you familiar with what kind of savings account that we offer?

utterance: No, not really.

utterance: OK, that's all right. I can tell you a little bit about them, so you can pick which one you'd like.

utterance: Mkay.

utterance: OK, we have a couple for you to choose from. Our first one is called Intellibank Freedom Savings. OK, and with this one there is no minimum to deposit. It has a zero point fifty percent APY , free wire transfers between your own accounts, free online banking and it's FDIC insured. OK and we have one more, and our second one second one is called Intellibank Accelerated Savings Account. OK it's also FDIC insured. It's an online savings account and you can earn one of the highest rates available regardless of your account balance, with no limit on interest earned. Plus, it has a zero point sixty-five percent APY , free online banking and you can make unlimited fee free cash withdrawals at over sixty-five thousand ATMs. And it this one does have a two-hundred dollar minimum deposit to open. So, which one do you think that you'd be interest in, Tanna?

utterance: I'll go with the second one.

utterance: OK, our Savings Accelerated Account?

utterance: Yes.

utterance: That's OK.

utterance: OK. Alright, great. So, what is your full name and your date of birth?

utterance: Tanna Vinn and my birthday is nine six two thousand. Did you say I have to make a two hundred minimum deposit to open this account? And is this the one with free unlimited withdrawals?

utterance: Yes, this is the one that has free unlimited withdrawals, and you'll have five days to make your two hundred dollar deposit, to activate your account.

utterance: So, is this still the one that you would like to go with?

utterance: Yeah, this is still the one I want.

utterance: OK.

utterance: I just wanted to make sure, the last savings account at another bank was horrible. I never really made anything off the interest and it charged me more than more fees than anything. So, I wanna make sure I'm getting a good savings account this time.

utterance: OK. Well, I understand. I think this one will be a good account for you.

utterance: Me too.

utterance: OK, so what's your social security number?

utterance: It's two three six seven seven seven nine three two.

utterance: OK, that's two three six seven seven seven nine three six.

utterance: Yeah, that's right.

utterance: OK and what is your physical address?

utterance: It's four nine three Redwood Lane Richmond, Virginia, six two three nine one.

utterance: OK. We need to set up a security question for you.

utterance: OK.

utterance: OK. So, we have a couple of those for you to choose from. We have, what's your mother's maiden name, what's the name of your first pet, and what street did you grow up on?

utterance: Let's do what's your mother's maiden name.

utterance: OK, and let's see, what's the answer to that?

utterance: It's Parsons.

utterance: Parsons?

utterance: Yes.

utterance: OK.

utterance: let's see. Did you want to sign up for our online banking?

utterance: What is that exactly?

utterance: OK with our online banking you can check your balances and your transactions daily yourself, and you can even transfer money between accounts.

utterance: We have free credit monitoring and you can do mobile deposits online, with our app or on our website. Would you like to have me help you sign up for that today?

utterance: Is it something I can sign up for myself online?

utterance: Yes, absolutely. Would you be using our app or our website?

utterance: The App.

utterance: OK, well just download the Intellibank for all app on your phone.

utterance: Mkay.

utterance: OK and to sign up, all you need to do is create an account, but you will need your account number to do that, but I can give that to you now if you'd like.

utterance: Yeah, that's fine.

utterance: OK. Are you ready?

utterance: Yes.

utterance: OK. Well, let's see, it's going to be eight zero zero zero seven seven one three nine nine three four.

utterance: OK, eight zero zero zero seven seven one three nine nine three four?

utterance: Yes, that's right.

utterance: OK, thank you.

utterance: OK, Tanna It looks like you're going to be all set up for your new savings account. Is there anything else I can help you with today?

utterance: Nope, that's it. Thank you so much.

utterance: Alright, well thank you and you have a great day!

utterance: You too.


utterance: Good morning Intellibank, this is Lisa.

utterance: Hello Lisa, this is Royland Hard.

utterance: Hello, Roland. How can I help you today?

utterance: Oh, I need to do a wire transfer.

utterance: OK, yep. I can definitely help you with that. Let me get my screen pulled up here. Just a moment. OK, I just need to get some personal information for you to get this started. First and last name and date of birth.

utterance: That's Roland Hard. My date of birth is June twelfth of eighty-nine.

utterance: OK. could I please get your driver's licence number?

utterance: Yeah. Let me pull that up real quick. It's in my wallet. seventy-six three double X as in X-ray nine nine seven one.

utterance: OK, yep. That looks to be correct. and you're wanting to withdraw your funds from your savings or your checking account?

utterance: savings.

utterance: OK. Can I please get that account number just for verification?

utterance: Yeah, that's ninety-nine twenty-seven nine.

utterance: OK, perfect. And how much are you wanting to transfer?

utterance: Oh, man. I can read six hundred and sixty-eight dollars.

utterance: OK.

utterance: Oh, wait. No, sorry. Man, I can't read my wife's handwriting, I tell you, you know. Oh that was actually, sixty-nine dollars and eighty-eight cents.

utterance: OK, do you have the routing number of the account that you'd like to put this into?

utterance: Yeah, that's eleven forty-six twenty-eight seventy-three nine zero zero six.

utterance: OK. Do you have the bank account number?

utterance: Yeah, thirteen seventy-eight nine.

utterance: OK. And will this be a domestic or international wire transfer?

utterance: Oh, I'll

utterance: Say it's domestic. I gotta send it to my ex-wife.

utterance: Oh, dear OK. OK. So, I've got the wire transfer all set up, ready to be sent. I have a balance to be sent of sixty-nine dollars and eighty-seven cents. Is there anything else I can help you with today?

utterance: Yeah, actually. I need to update my address.

utterance: Certainly. I can definitely get that updated here for you. Let me just switch screens here for a moment so then I can get that updated. OK. just give me one moment here. OK. It looks like the address I have on file for you is twelve twelve Ocean Lane.

utterance: Oh, I I don't live there anymore. Like I said, she ended up with the house.

utterance: I'm sorry to hear that.

utterance: Yeah, it happens. I'm actually at six oh seven Larsen Boulevard.

utterance: OK. Well, let me get that updated here for you. All right. That has been successfully been updated and saved to your file. Is there anything else?

utterance: no, I I think you've been really wonderful.

utterance: OK. Well, if there's nothing else I can do for you, have a great day now.

utterance: You too.

utterance: Bye bye.


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

utterance: Yes I would like to find a branch near my location, can you help me with that please?

utterance: I certainly can sir, first I'mma need a little bit of information from you. Could you give me your street address including the city, state and ZIP code please?

utterance: Yes, my street address is twenty-two twenty-four no. No, no that's not it, I'm sorry. My street address is twenty-five thirty-four North Peabody Lane, Chicago, Illinois, six one six oh five.

utterance: All right sir, so you gave that address as twenty-five thirty-four North Peabody Lane, in Chicago, Illinois, at six one six oh five ZIP?

utterance: Yes

utterance: Ma'am.

utterance: OK sir, give me just one moment while I look up some branch locations around that address.

utterance: All right.

utterance: All right sir, looks like we have about three locations that are close by you, less than a mile away. you, if you have pen and paper ready I can go ahead and give you those addresses.

utterance: OK.

utterance: OK I'm ready.

utterance: OK sir. The first location is at eight one eight South Shelby Drive.

utterance: South Shelby?

utterance: Yes sir, S H E L B Y.

utterance: OK. Excuse me.

utterance: No problem, sir. And that location is the hours are eight a.m. to four p.m. Monday through Thursday, and eight a.m. to five p.m. on Friday. It's also open on Saturday at nine a.m. to two p.m..

utterance: All right. Nine a.m. to two p.m..

utterance: Yes sir. All right. And the next location I have for you is about a half a mile away from your location. It's at four four one Bishop Court sir.

utterance: OK.

utterance: The hours of operation for that branch are eight a.m. to five p.m. Monday through Friday. And ten ten a.m. to two p.m. on Saturday.

utterance: OK. I got that.

utterance: OK sir. And this last location is about a mile away from you but it has extended hours so perhaps you might wanna take a look at that anytime you're a little far away or late in the day.

utterance: All right.

utterance: OK sir. So this one is located at five seventeen West Willow Road.

utterance: Five seventeen West Willow Road.

utterance: Yes sir, and the hours of operation for that branch are seven a.m. to seven p.m. Monday through Friday.

utterance: All right, got that.

utterance: And it's open at eight a.m. to five p.m. on Saturday.

utterance: OK. Got that.

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

utterance: Yes, matter of fact there is. I need to make a transfer from my checking to savings please.

utterance: OK sir, I can indeed help you with that. But first I'm gonna get an I'm gonna need to get a little bit more information about your account so I can verify

utterance: Your information on file sir.

utterance: All right.

utterance: OK. So could you give me your first, last name and date of birth please?

utterance: Yes, my name is Dale Walker. And my date of birth is ten thirty-first nineteen seventy-four.

utterance: OK Mr. Walker. I have you down as Dale Walker, ten thirty-one nineteen seventy-four is your date of birth?

utterance: Yes.

utterance: OK. And for authentication purposes could I have your drivers license number please?

utterance: My driving license number is six one nine five two four nine six nine.

utterance: OK sir, to verify that number was six one nine five two four nine six nine.

utterance: Yes.

utterance: All right, thank you sir. And for account security purposes could I get your childhood street address please?

utterance: Yes, my childhood street address is God damn find me forgetting it sometimes. it's it's thirty-nine seventy-four Rosewood Lane.

utterance: All right sir, thirty-nine seventy-four Rosewood Lane. OK I have that on file. So you need to make an internal transfer sir?

utterance: Yes.

utterance: Yes.

utterance: OK, just one moment.

utterance: All right.

utterance: And you said, which account was this? Checking or a savings account you wanted to transfer from?

utterance: I'm trying to fund from my checking to my savings.

utterance: OK sir, could you gimme that checking account number please?

utterance: Yes.

utterance: The checking account number is five one, I mean five one four three three six seven zero seven zero.

utterance: OK sir, you said that number is five one four three three six seven zero seven zero?

utterance: Yes it is.

utterance: All right, thank you so much sir. And what is the amount you need to transfer?

utterance: I want to transfer five hundred please.

utterance: OK sir, just one moment while I look up that account.

utterance: All right.

utterance: OK sir, looking for your account and it looks like you currently have seven hundred and thirty dollars as your current balance, and you said you wanted to transfer what amount?

utterance: Five hundred.

utterance: Five hundred, OK. And what account will you be transferring to?

utterance: To my savings account.

utterance: OK transferring to your savings?

utterance: Yes ma'am.

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

utterance: Yes ma'am, that number is five one four eight one nine nine two nine zero.

utterance: OK sir, so you gave that number as five one four eight one nine nine two nine oh?

utterance: Yes. two nine zero.

utterance: OK. OK sir, thank you so much for that information. Give me just one moment while I handle your request.

utterance: OK.

utterance: OK Mr. Walker, I've already processed your transfer, it should go through right away. You wanted to transfer five hundred dollars from your previous balance of seven thirty, that'll leave your account in two thirty and your new account with five hundred deposit amount. You should be able to check back in a few moments and that transfer will be completed.

utterance: All right, sounds good.

utterance: OK.

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

utterance: No ma'am, that's it.

utterance: All.

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

utterance: All right, thank you.

utterance: Thank you too. Bye bye.


utterance: This is Intellibank. How may I assist you?

utterance: Good morning. How are you today?

utterance: I'm fine thank you. How are you too?

utterance: Oh I am fine. You have a lovely voice.

utterance: Thank you. I'll take that as a compliment.

utterance: Yes, of course. That's a compliment.

utterance: Do you have a girlfriend?

utterance: Are you married?

utterance: I'm sorry. I don't want to talk about my personal life.

utterance: Oh. Sorry about that.

utterance: OK.

utterance: actually, I called to lodge a complaint cos I I received a debit alert and I did not initiate.

utterance: So that I. I I got a debit alert from Martina's Store and I I I have not been to to Martina's Store.

utterance: So I don't understand what really happened.

utterance: OK. So you say you got a debit alert from a store you did not visit, right?

utterance: At all.

utterance: OK.

utterance: I have not.

utterance: I would like to verify your account by asking for some few questions. I hope you do not mind, sir.

utterance: Please go ahead.

utterance: May I know your first and last name please?

utterance: John Philip.

utterance: OK. May I address you by your first or last name?

utterance: Address me through a John.

utterance: OK, John. May I know your date of birth, please?

utterance: my date of birth is sixteen July nineteen eighty-six.

utterance: OK. May I have the the account number the accounts that you got the debit alert from. May I have the account number, please.

utterance: My account number is zero zero two four six five two one six two.

utterance: OK. Zero zero two four six five two one six one.

utterance: Six two.

utterance: Six two.

utterance: OK.

utterance: OK. I'll have to ask for the your credit card number, please.

utterance: OK.

utterance: I don't have my credit card here. Could you please give me a few seconds?

utterance: OK. Take your time.

utterance: OK. Are you there?

utterance: I'm with you.

utterance: All right my credit card number is five four.

utterance: Five four.

utterance: Six two.

utterance: Six two.

utterance: Seven seven six four.

utterance: Seven seven six four.

utterance: Five eight.

utterance: Five eight.

utterance: Three three.

utterance: Three three.

utterance: Two six.

utterance: Four two.

utterance: Two six four two.

utterance: Yes.

utterance: OK. For your security questions, I'll ask what's is the name of your first pet.

utterance: First name. Pet.

utterance: Julie.

utterance: Julie. Thank you for verifying the account. How much debit alert did you received, please?

utterance: One thousand.

utterance: Do you mean one thousand dollars?

utterance: Yes. One thousand dollars please.

utterance: May I know the date of the transaction, please?

utterance: OK. Let me check the alert.

utterance: Please, let me let me pull through my phone and check the alert.

utterance: Please, the alert is on the fifth. Fifth of September.

utterance: OK. So you got a debit alert of one thousand dollars on the fifth of September, right?

utterance: Yes.

utterance: Does anyone have a have access your credit accounts? Like your credit card probably someone close to you who might have used the card.

utterance: Not at all. Not that I am aware of.

utterance: I'm only using my credit card.

utterance: OK. Do you have any charges, any subscription fees your servicing from the credit card?

utterance: That's related to Martina's store?

utterance: Not at all. Not at all related to Martina store. I've never been to Martina's store.

utterance: OK. Do you have the statement of your credit card with you right now?

utterance: The statement of my credit card.

utterance: Do you have it with you?

utterance: No.

utterance: OK. Have you tried contacting Martina's stores. I can't see a phone number attached to the alert. Have you tried contacting Martina's Stores about the charges?

utterance: No. I've not. I've not really.

utterance: But I think my bank should be able to to clarify and you know make the necessary things to make sure that OK this one isn't right.

utterance: OK. I'm sorry John that you have to go through this.

utterance: The transaction will be investigated. I will definitely get back to you in seven days time.

utterance: Seven days time.

utterance: That's too long.

utterance: That's the best we can do for now. We hope we get through to you before seven days time and meanwhile the transaction will be freeze.

utterance: So for now, your money is safe. I will get back to you seven days time.

utterance: You mean my account will be freeze?

utterance: The transaction will be freeze.

utterance: OK.

utterance: But I can still make transaction in my account?

utterance: Definitely, you can.

utterance: All right.

utterance: Will that be all for now?

utterance: Yeah. Sure.

utterance: Thank you for contacting Intellibank. Have a nice day.

utterance: Thank you.


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

utterance: Yes. I am actually calling to close my checking account.

utterance: Sorry to hear you want to close your checking account. May I ask the reason why?

utterance: The reason being is because I am actually moving out of the country and I'm actually no longer gonna be needing the account.

utterance: Oh OK. I understand. I will be happy to help with this. I will just need some additional information to verify your account.

utterance: OK. What information is needed?

utterance: May I have your first and last name and also your date of birth?

utterance: My first name is Jessica. Last name is Thomas. Date of birth is April twelve nineteen eighty-five.

utterance: Thank you. May I have your address and phone number?

utterance: My address is twenty-eight fourteen South Ramona Circle Tampa, Florida three three six one two.

utterance: My phone number eight one three five one six two eight four two.

utterance: Thank you, Ms. Thomas. I'm also gonna need your email address on file and the city you were born in.

utterance: My email address is Jess dot Thomas at Gmail dot com and the city I was born is in Tampa.

utterance: Thank you for that information.

utterance: I also need the account number that we're closing today and the reason being.

utterance: Yes. The account number is two five six eight nine nine zero and the reason for closing the account is moving out of the country.

utterance: Thank you, Ms. Thomas.

utterance: Will there be any money today we're going to be depositing to a new account?

utterance: No.

utterance: No money actually needs to be withdraw or deposit into a new account. I actually already withdraw the money and actually already transferred it to a new account.

utterance: Great.

utterance: I am going to verify your information back to you to assure that I have everything correct.

utterance: Your first name is Jessica. Last name is Thomas. Date of birth is April twelve nineteen eighty-five

utterance: Your address is twenty-eight eighteen South Ramona Circle Tampa, Florida three three six one two.

utterance: Phone number is eight one three five one six two eight four two

utterance: Email address is Jess dot Thomas at Gmail dot com. I'm sorry give me one second.

utterance: The city you were born is Tampa. The account number you're closing is two five six eight nine nine zero.

utterance: Ms. Thomas, is all that information I provided correct?

utterance: Yes. All that information seems to be correct.

utterance: Great. If I can have a few minutes to pull up your account.

utterance: Sure. Take your time.

utterance: Thank you, Ms. Thomas for holding. I was able to verify your account and also I was successful in closing your account.

utterance: An email was actually sent to your email address on file to confirm the closure of your account.

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

utterance: No, thank you. That's all I needed for today.

utterance: Ms. Thomas, may I offer you information on our online products we offer?

utterance: No thank you. I'm all set.

utterance: OK, Ms. Thomas. Thank you for being a customer with us. It was just a pleasure speaking with you. I hope you'll have great day.

utterance: Thank you for your help. Bye.


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

utterance: Yes, I'm calling to see my balance. I wanna know about my balance.

utterance: OK sure, I can definitely help you with that today. just to know this, I just want to let you know this call is being recorded on a secure line and my name is Casey Watkins and my agent number is eight two five seven one four. for account security can I please get your full first and last name?

utterance: Jason Wells.

utterance: Jason Wells. OK, got it. Thank you so much. And can you also verify the last four of your Social Security number?

utterance: Two three seven five.

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

utterance: May twenty-first nineteen eighty.

utterance: OK, great. And are you calling about your checking or one of your savings accounts today?

utterance: my checking.

utterance: Your checking account. OK, great. so I see that I do have have your account pulled up here. but I also need you to authenticate, either do you have your checking account number or can I get a driver's license number from you?

utterance: Can I give you my driver's license number please?

utterance: Yes.

utterance: All right, it's three five three seven six oh five.

utterance: OK, perfect. And that's a Texas license right?

utterance: Yes.

utterance: OK. OK, great. so yeah I do have your account pulled up here and I see that your balance is fifteen thousand six hundred and twelve dollars and forty-two cents. I also do see that you had a a large transaction recently. Is that something that is that you actually made or is that something that you're questioning?

utterance: Yeah something I'm questioning cuz yeah I noticed that my account dipped by eight thousand dollars and I was just wondering what is that purchase cuz I didn't authorize that purchase. I didn't make that purchase.

utterance: OK, you did not. OK, yeah I see this is a purchase at Best Buy. I'm not sure exactly what it was for but yes I do see on here that it was eight thousand and forty-two dollars.

utterance: Oh wow.

utterance: So OK so then I if the was not that's what you're saying that was not a purchase that was authorized by you?

utterance: No, it was not.

utterance: OK. OK, then I I definitely need to get you over to our Fraud Department then to be able to so they can assist you with placing a fraud claim on this.

utterance: Yes. That makes sense.

utterance: Is the oh before I get you over to that department I do want you to know that we are doing a special this month where if you if you open a another checking account with us that we're depositing two hundred dollars into the checking account. because we want to reward our our current customers. Is that something you would be interested in?

utterance: Not at this time. My mind's more on this fraudulent activity on my account. So I appreciate you for offering that but I would love to figure out next steps to talk to your Fraud Department.

utterance: Of course sir. Of course. Of course Mr. Wells. I'm going to go ahead and transfer you over to our Fraud Department. I'm gonna place you on hold for a minute if that will if that will be OK?

utterance: Yes.

utterance: Hi yes Mr. Wells?

utterance: Yes.

utterance: Hi, my name is Jennifer Starns and I'm with the Fraud Department of Intellibank. I understand that you have a charge that was unauthorized on your account?

utterance: Yes.

utterance: OK and this is the the eight thousand dollar and forty-two charge at Best Buy?

utterance: Correct.

utterance: OK. do you have your card in your possession?

utterance: I do.

utterance: You do. OK. OK so what I'm what I'm gonna have to go ahead and do is I'm gonna have to cancel that card since obviously it was there was fraud on it. And then we will have to re-issue you a new card and then you should get that within about five business days or if you would like we can also rush the card to you but it would be a charge of twenty dollars.

utterance: Oh that's fine you can rush it. I appreciate that.

utterance: OK. All right. Well we'll go ahead and rush the card to you and then we'll just charge the twenty dollars to your account. And then what we'll need to do is I will also send you out in the mail, there's going to be a fraud reporting packet that you will receive. And then that's what you will have to fill out to make sure that we have all the documentation to be able to get this fraud claim taken care of and refund that money back to your account .

utterance: That would be awesome. I appreciate your help so much.

utterance: OK definitely. And can you verify your mailing address for me please?

utterance: Two five two Run Lane.

utterance: OK.

utterance: Charleston, Texas seven five seven two two.

utterance: OK perfect. OK that is what we have on file so I'm gonna go ahead and get that mailed out to you today and you should get that within a couple business days. so please feel free to reach out to us if you do not get that within the next I would say three days and then we can re-mail something again. did you have any other questions for me?

utterance: No. I appreciate your help. Thank you.

utterance: OK perfect. OK have a wonderful day and thank you for calling Intellibank.

utterance: Thank you.


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

utterance: Hi my name is Stephanie Garcia.

utterance: Thank you, Mrs. Garcia. How can I help you today?

utterance: Hi, so actually I was just calling in to check my account balance. my checking account balance, actually.

utterance: Perfect. That works. thanks for calling in. And let me get that information pulled up. I just need to ask some additional questions to get that information pulled up on my systems.

utterance: OK. Perfect. No problem.

utterance: Starting with your date of birth, please.

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

utterance: Perfect. And then if I can also get either your account number or your credit card information.

utterance: I think I have my credit card here let me actually go get that.

utterance: OK. Take your time bun.

utterance: OK. Yeah, I I have my account number. Is that OK?

utterance: Yeah. That works. Whenever you're ready.

utterance: OK.

utterance: my account number is four seven nine six zero nine six two five four.

utterance: OK. Let me put this in here. So it looks like nothing's coming up. Could you retell me your account number? One more time.

utterance: Oh, you want me to give you the account number again?

utterance: Yeah. The information wasn't pulling up with the information you provided.

utterance: OK. Yeah.

utterance: Oh.

utterance: OK. Sorry about that. OK, OK, so it's four seven nine zero six nine six two five four.

utterance: OK. So it looks like that was the correct information there. I was able to pull it up. And this was like the first time. It was just says it wasn't correct.

utterance: Oh OK. I probably got some numbers mixed up. Sorry about that.

utterance: No. No worries. Your apology is accepted. Thank you for for correcting it.

utterance: dyslexia is not a joke.

utterance: I one hundred percent. I know. One of my uncles.

utterance: Yeah. It's it's very difficult sometimes when you're reading out numbers. But yeah, thank you for that. so so yeah. I just wanted to take a look at my checking account balance. for now.

utterance: OK. Let me get that information pulled up. Oh, can I also get what is what is the street you grew up on that's your security question that you have here.

utterance: My street?

utterance: Yeah.

utterance: It's Mission Avenue.

utterance: That you grew up on.

utterance: not your current address.

utterance: Oh. OK. I grew up on Jackson Street.

utterance: OK. Perfect. Awesome. And as I get this information pulled up, how's your day been so far today?

utterance: my day's going pretty great. nothing really much going on. Can't complain. just glad it's the weekend.

utterance: Sounds good. Yeah. Sundays are always my best day to have fun.

utterance: Yeah.

utterance: Yeah. Usually, for the most part, the the call center is pretty slow. So, it allows us to catch up on a lot of our work.

utterance: That's not too bad.

utterance: No. It's not too bad at all. so it looks like I did get your information pulled up. Would. Did you want the balance? I can't remember. Was it for checking or savings?

utterance: let's just for now go ahead and go with checking.

utterance: OK. So, your current checking account balance is two thousand. Twenty-one hundred. Two thousand one hundred and eighteen dollars.

utterance: Oh, OK. OK so, twenty-one hundred that's.

utterance: Yeah, roughly give or take twenty-one. If you wanna average it out.

utterance: OK. So a couple things probably just did not post yet so no that's OK. But since I do have you on the phone, is there anyway that I can just bother you to check my savings account number? savings account amount. Since I do have you on the phone.

utterance: I can go over some pending transactions if you like.

utterance: OK. Yeah. One hundred percent. Let me give you that information as well. So in savings, in your first savings you have Let me see. Three hundred eighty-five dollars right now.

utterance: OK. And I'm still on that current monthly scheduled transfer fee of that twenty-five dollars, right?

utterance: Yes. That twenty-five dollars will be transferred at the beginning of next month, which will be November First. That you should have the reflection of that transfer.

utterance: OK. OK. That traction. .

utterance: Yeah. That's what enables the checking account to be free as well.

utterance: OK. Awesome. OK. Cool. well that's not too bad, but that's good twenty-one hundred. And I know a couple things have not posted yet so. OK. Thank you so much for your time. I think that's all I actually need for today.

utterance: awesome. I'm glad to hear that and I'm glad that you called in and I was able to answer your questions. Thank you.

utterance: OK. Thank you so much for your help. Have a good one.

utterance: You too. Bye bye.


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

utterance: Yeah my name is Steve Jackson I'm calling to report my card lost.

utterance: Mister Jackson I'm so sorry I'll be happy to assist you.

utterance: Can we make this snappy? I've been on hold over an hour and hung up on twice being transferred.

utterance: Oh I do apologize mister Jackson for the delays. Let me get your number in case we're disconnected. So I can call you directly back to get your issue resolved.

utterance: OK. Nine eight nine two six six five nine six nine. Thank you for being attentive.

utterance: Most certainly, and just to confirm that's nine eight nine two six six five nine six nine.

utterance: Correct.

utterance: And I'm.

utterance: I am here to resolve your concerns or issues Mr. Jackson let me get some information from you so I can better access your account.

utterance: Sure.

utterance: What is your fist and last name?

utterance: Steve Jackson.

utterance: Your date of birth?

utterance: Six five nineteen seventy two.

utterance: Your authenticating ID number?

utterance: One two six nine eight five.

utterance: For security purposes. What is your mother's maiden name?

utterance: Johnson.

utterance: And what is the credit card number on file?

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

utterance: And the date your card was lost or stolen.

utterance: Well I don't know I guess it could have been around Thursday the twenty fifth.

utterance: and do you know the most recent transaction of the business that you last remember having your card?

utterance: I last remember having it at Costco while shopping.

utterance: OK, and Mr. Jackson let me confirm your information back to you as you have provided it to me. I have the first name as Steve, last name Jackson J A C K S O N Date of birth, six twenty-five nineteen seventy-two authenticating ID number, one two six nine eight five your security question was your mother's maiden name, last name Johnson J O H N S O N Credit card number, five one two five nine five one four six nine eight five four two two eight and the date that you noticed it lost or stolen was nine twenty-five and the most recent transaction at a business that you recall having it was at Costco.

utterance: Yeah. That sounds correct.

utterance: Mr. Jackson let me, give me a moment to get into your account and make some changes so we'll get your card canceled and issue a new one. Thank you so much for your patience.

utterance: And I have successfully canceled and reissued you a new card.

utterance: Good.

utterance: and let me just confirm your mailing address is, two three five Main Street Charleston South Carolina, two six five eight nine.

utterance: Yeah, That's my address.

utterance: Mister Jackson you should receive your new card in the mail within seven to ten business days and there'll be a number on the card to call and activate your new card.

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

utterance: Yeah. How do you open an online account?

utterance: Well that's a really good question mister Jackson you can visit our website at WWW dot Intellibank dot com and in the top right corner you'll see an account. Just fill out the information and you also make sure that you have your account information handy because they'll ask you for that and then you'll be all set.

utterance: Thank you so much for your help.

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

utterance: You too.


utterance: Thank you for calling bank customer services. This is Steven, how can I help you?

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

utterance: Certainly I can help you with that. Can I get your full name and date of birth, please.

utterance: Dan Thomas T H O M A S May twelfth nineteen sixty.

utterance: Thank you, sir.

utterance: And can I have the last four of your social?

utterance: Eight zero one one.

utterance: Thank you. And your address, please.

utterance: I recently moved so I don't know if you've got my new address or not. my old address is one five five Magnolia Avenue, Canyon Country, California nine one three eight seven and my new address is seventy-six Sunbeam drive, Canyon Country California nine one three eight seven

utterance: All right, sir yes I do see that all the addresses been on here I'll go ahead and update that for you.

utterance: OK, thank you.

utterance: All right, I've got that updated and then just for security can you verify the answer to the following question? what was the name of your first pet?

utterance: Rocky.

utterance: R O C K Y.

utterance: Excellent, thank you, sir I've got that verified and I've got your account pulled up.

utterance: All right, and you are just wanting to check the balance of your account today?

utterance: Yes, my checking account please.

utterance: Absolutely. I see here that you have an available balance of nine hundred and sixty-four dollars and twenty-eight cents.

utterance: OK sounds good.

utterance: Alright, sir. And can I interest you in setting up online banking so you can check your balance and really just do about everything you can by calling us on online banking at your own convenience.

utterance: yes.

utterance: I think I'll be interested in that.

utterance: Excellent, sir. Well, I can certainly get you set up with that let me just verify the email address we have for you is correct. That's D Thomas at ABC dot com?

utterance: Yes, that's right.

utterance: Excellent, and is that the email address that you would like any communication or words for your online banking to be sent to?

utterance: Yes, please.

utterance: All right, I've got that and just go ahead and generate a username and a temporary password for you.

utterance: And whenever you're ready, if you wanna write those down.

utterance: OK, a second let me just grab something to write with.

utterance: Absolutely.

utterance: OK, I'm ready.

utterance: All right, so your username is going to be D Thomas T H O M A S and then the number zero zero five

utterance: OK.

utterance: All right, and your temporary password is going to be capital B capital L six five capital W nine.

utterance: OK I've got that written down.

utterance: Excellent, so now all you'll need to do is go to the bank dot com home page and look at the top right hand corner of that page and there'll be a location for you to sign in. Enter those credentials that I gave you and it will prompt to you to create your own unique password and then it will take you through to the rest of the setup steps.

utterance: OK, that sounds pretty easy.

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

utterance: I don't believe so.

utterance: All right. Well, if you'd just hang on the line for me, there's gonna be a brief survey that you can fill out let us know how we did today, how we can better assist you with your banking needs in the future, and if you have no other questions, then I'll let you have a great day.

utterance: OK, I appreciate it.

utterance: You as well, sir. Have a nice one.

utterance: All right. Thank you.


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

utterance: So I have a flier from Intellibank that says you have a bunch of new locations opening up and I'm wondering if they're any closer to me than the one that I currently go to. just based on the slide. It looked like you had some that maybe, maybe in the midzone.

utterance: yeah, I can check for you. Give me just one second. Who am I speaking with today?

utterance: It's Jill Baker.

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

utterance: Jill's fine please.

utterance: All right Jill. So you're wanting to see if Intellibank has any locations closer to your home is that correct?

utterance: Yes. That's what I'd like.

utterance: OK. Can you give me your home address?

utterance: Yes, so my home address is six three seven North Prospect.

utterance: OK. Just wanna confirm that. So you said six three seven North Prospect. Correct? And is that Prospect Avenue or Street?

utterance: Oh, it's Avenue. I'm sorry.

utterance: That's all right. Like let me take a look here. Can you tell me about the branch that you were currently using?

utterance: so I mainly go to the Intellibank on Douglas Street off of twenty-third. I'm not exactly sure what that address is. If you can hold on I can look for it to find a receipt to something. Oh. I can't find it, I'm sorry I thought I had like a a bill or receipt or something in the purse, but I know it's just off Douglas Street. I can try to look it up online or something if you need me to.

utterance: Oh, no, no, no that shouldn't be unnecessary. Let me. Let me try to look that up for you. does the address twenty-three forty Douglas Street, does that sound correct to you?

utterance: yeah, that would make sense. It's not far off twenty-third. Yeah, I think that's it.

utterance: OK. So that location says that it's three point three miles from your residence. Let's see if we can't find something closer for you OK. All right. Jill, let me. Let me ask you some quick questions here today. What services do you primarily use with Intellibank?

utterance: I have a checking and a savings account with you guys is that what you mean?

utterance: Yeah do you make deposits regularly or just withdrawals? I mean do you make like in person deposits I I mean I'm not referring to just just your direct deposits I meant more do you go into the branch and actually make physical deposits with the bank?

utterance: mostly just withdrawals I guess in person, but occasionally I'll make a deposit like I'll deposit a check or something.

utterance: OK. So I may have a couple of options for you just based on the services that you stated that you regularly use. So it looks like most of what you do as far as making those few deposits that you make and withdrawals. You can do that at ATM location. so would you be interested in maybe hearing more about those ATM locations that are closer to you?

utterance: So I don't make deposits very often, but I don't have a checkbook either. So I will always need, you know. I need those little deposit papers that tellers give me when I do make a deposit. So that would be my question I guess. what do I do about that? Do I have to order, order checks to get those or how do I get those little papers?

utterance: OK Jill. So I think what you're referring to is our deposit slips. And actually everyone of our ATM locations should have deposit slips available at the box. they should also have little envelopes for you to push those deposits through if you. If you're making whether it's a cash or or check deposit. OK?

utterance: OK. Yeah deposit slips that's what I was thinking of. I'm sorry it slipped my mind. that's perfect. Then yes, I just need to know where the nearest ATM is then.

utterance: OK. So we've got a couple options for you. The first one is an ATM that says it's one point seven miles away from your home. the address for that one is eight zero nine North Bolton that's eight zero nine North Bolton. B O L T O N. Road. And that's Kansas City Missouri. And it looks like it's on the exterior of the Full and Fill gas station. Do you maybe need me to repeat that address so you can write it down?

utterance: No, I think I know exactly where that is. I didn't realize that there was an ATM there now. that would be really handy though. you said you might have a second location too.

utterance: I do. If you'd like a second location I can find one that's that's possibly a little bit closer to you. Give me one second here. I think the one point seven mile the Full and Fill is gonna to be the closest one to you, but I do have one that's at two point one miles. Would you like me to give you that one as well?

utterance: sure you can give it to me. I I think this one will be close enough but still have a back up if you don't mind.

utterance: All right. So the next one I have it looks like that one. Like I said it's two point one miles away, and the address for that is seven one one East Hamptel. H A M P T E L. That's seven one one East Hamptel. H A M P T E L. And that's also Kansas City. I'm sorry and that's. That's actually a street. I apologize, I should have said that. That's Hamptel Street and it's Kansas City Missouri And it looks like that one is actually a drive through location, and it is located just outside of the Kroger grocery store. Do you know where that one's at?

utterance: I do know where that one's at. I'm gonna write that one down too so I have both of them.

utterance: OK. Was that all I could do for you today Jill or was there something else that you needed from me today?

utterance: I don't think so, I just needed these locations. I truly appreciate it.

utterance: All right Jill. Well best of luck to you. thank you for choosing Intellibank and you enjoy your day. OK?

utterance: Thank you.


utterance: Thank you for calling Intel Bank. This is Joe. Can I get your first and last name, please?

utterance: My name is Stephanie Garcia.

utterance: Thank you, Miss Garcia. How can I help you today?

utterance: Hi, yeah, I was calling to just check my account balance and make sure that it's the correct amount that I have here.

utterance: OK. Perf.

utterance: On my statements.

utterance: OK. Perfect. Well, I can certainly help you with that information. If I can just ask you some verification questions, before I can proceed?

utterance: Yes.

utterance: Perfect. First one is, what is your date of birth?

utterance: It's May twenty-first, ninety-four.

utterance: Thank you. And then, also, can I get your either your credit card number or account number, if you have it off hand?

utterance: I can go get my credit card. Hang on.

utterance: OK.

utterance: my credit card number is four seven nine zero six nine six two five four four zero seven one one two.

utterance: Excellent, excellent. Let me get that information. And then the last security question is What is the name of your first pet?

utterance: Spotty.

utterance: Spotty, OK. Sounds good. And I'm looking at the balances. Which account would you like me to give the balance of to you?

utterance: let's go ahead and just start with my checking account. And then if you don't mind, possibly savings.

utterance: OK. Let me get that information looked up for you. While I'm getting taking care of this for you, how has your day been today?

utterance: My day's going pretty good. I cannot complain. Everything is great over here.

utterance: Excellent. any plans for the weekend?

utterance: just watch the football game. possibly decorate the house. It's like a Yeah, it's a couple things to do.

utterance: Oh.

utterance: Man.

utterance: You have a quite a bit of tasks that you're doing. what's your favorite what type of football? NFL , college, what's your preference?

utterance: I like to watch college football, preferably.

utterance: Yeah? What's your team?

utterance: Notre Dame.

utterance: Oh, you like the Fighting Irish? OK, that's. That's great.

utterance: Yeah.

utterance: They're undefeated right now. Number nine, I believe in the country. That's. That's a pretty good team. Actually, my team is the Dallas Cowboys.

utterance: Oh, you like NFL?

utterance: Yeah, I'm an NFL person.

utterance: Aww, that's awesome. Yeah, I. I'm not really into NFL. I prefer college football.

utterance: Yeah. If I had a preference I'd probably select college. It's just. You know, Cowboys have always been my team. Ever since I was a kid. I like the. The star in their helmet.

utterance: that's awesome.

utterance: Yeah. let me see. Perfect. So we got the first balance is your checking. Which is nine thousand eight hundred dollars. for savings, you have five dollars currently in there.

utterance: What. What did you.

utterance: I cannot believe that I have. OK. I. Yeah. I definitely gotta transfer a little bit more into my savings.

utterance: Yeah, I could totally help you with that. Would you like me to transfer any a certain amount to get that balance up?

utterance: Yeah let's just go ahead and transfer over, let's say, four thousand dollars, just so we can kinda have a good safety cushion in the savings account. you help me with that?

utterance: OK.

utterance: Yeah, I can certainly do the transfer of four thousand from checking to savings. I also see here you have a additional savings account as well, that has eight thousand dollars in it.

utterance: let's just go ahead and focus on the lower one. So that way, yeah.

utterance: The lower one. OK.

utterance: OK. One hundred percent. Let me get that transfer here. So I'm doing four thousand from checking to your savings account that has five dollars in it currently.

utterance: We'll bring that.

utterance: OK.

utterance: OK. It should reflect instantly. So that is taken care of now.

utterance: Oh I'm sorry, did I say four thousand? I actually only wanted two thousand. Is there any way that you can transfer two thousand back?

utterance: yeah, of course I can. They actually changed the regulation. from savings to checking. Before, there used to be a limit of six. Six per month. But currently Congress did pass a law that made it unlimited. So I can totally do that for you.

utterance: OK, awesome. Yeah. Yeah, let's just go ahead and transfer the two thousand back and we'll leave the savings account as two thousand.

utterance: OK.

utterance: Perfect, I'm transferring back now. Excellent. So currently in your checking account, you have seven thousand five hundred dollars. Oh, seven thousand eight hundred dollars, I'm sorry. And then in your savings your original savings, you have two thousand and five dollars in there.

utterance: OK.

utterance: And then in the other one, you have eight thousand dollars.

utterance: OK, that's fine. Yeah.

utterance: OK. Is there anything else I may help you with today, Miss Garcia?

utterance: That is all, thank you for your help.

utterance: Perfect. Well, thank you for calling Intellibank. And thank you for your service. And enjoy the rest of your day. And enjoy, hopefully the Notre Dame Fighting Irish do very well this year.

utterance: Thank you.

utterance: Thank you. Bye bye.


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

utterance: yes, this is Dan Thomas. T H O M A S. And I am seeing a an unauthorized usage on my credit card statement.

utterance: All right, Mr. Thomas. I can certainly help you get to the bottom of that. Can you tell me your date of birth, please?

utterance: Five twelve nineteen sixty.

utterance: Thank you, sir. And the last four of your Social?

utterance: Eight zero one one.

utterance: Thank you. And just to verify the security question on your account. What is your mother's maiden name?

utterance: Green.

utterance: Thank you, sir. I'll pull up your account here.

utterance: All right, and which account is it that we are looking at today?

utterance: it's my Intellibank credit card.

utterance: All right, sir. And can I have the number on that card, please.

utterance: hang on just one second, let me go get it.

utterance: Absolutely, take your time.

utterance: OK. I've got it. It is two six nine four zero seven seven three five six five one zero nine three.

utterance: All right, Mr. Thomas. I'm not seeing that card in our system.

utterance: OK. I think I might've left out a number. I need to read it to you one more time. Two six six nine four zero seven seven three five six five one zero nine three.

utterance: OK. Let me read that back to make sure I've got that correct. Two six six nine four zero seven seven three five six five one zero nine three, Is that correct?

utterance: That is correct.

utterance: All right. Thank you, Mr. Thomas. I've got that pulled up. And can you tell me the the date of the transaction?

utterance: September twentieth twenty twenty-one.

utterance: All right, I do see a few transactions there. Do you have the amount that transaction was for?

utterance: Fifty-seven dollars and ten cents.

utterance: All right. Thank you, Mr. Thomas. I do see that transaction. It looks like that was an online transaction. Placed on Amazon dot com. Do you remember purchasing anything on Amazon dot com around the twentieth? Maybe a few days before?

utterance: I do not.

utterance: All right. Is it possible, does anybody else have access to your card or access to your Amazon account at all, Mr. Thomas?

utterance: No.

utterance: All right. Well if you would like, I can go ahead and escalate this to the fraud investigation team so that they can look into this further for you.

utterance: All right. That'd be great.

utterance: All right. I can certainly do that for you, Mr. Thomas. Let me just pull that screen up. Give me one moment while I fill that out for you.

utterance: How's your day going so far?

utterance: Oh my day's been pretty good, actually. just get to help people with their different banking needs is always nice. Always interesting.

utterance: Well that's good.

utterance: All right, Mr. Thomas. I've got that form filled out and I will go ahead and escalate that to the fraud investigation team. And they will reach out to you directly if they need any more information. But do note, it may take up to ninety days for them to reach a conclusion on that. it will go ahead and issue a temporary credit to your account in the mean time. So you will see those funds back into your account, pending that investigation. and I do advise for you to call Amazon customer service directly. so that they can assist you on their end as well.

utterance: OK. That sounds great.

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

utterance: I can't think of anything.

utterance: All right. Well, if you'll hang on the line, after we disconnect there will be a brief survey. That you can let us know how we did today at Intellibank. And how to improve our customer service for the future. And if there's nothing else I can assist you with, then I will let you have a wonderful rest of your day.

utterance: OK. You have a good day, too.

utterance: Thank you, sir. Have a good night.


utterance: Hello. Thank you for calling Intellibank. my name is Jackie. How may I be of assistance to you today?

utterance: Hi. I'm calling back. I got cut off and I need to update some info I was on the line with the bank like five minutes ago but my phone cut out. I guess bad service. I don't know.

utterance: Oh. Yeah no actually I am aware of that. You were speaking to my colleague, Howard over here and I see that in the notes. I'll be able to finish up this request and help you get your information updated. just looking. Yes. shall we get started?

utterance: yeah. Let's do that. If I get cut off again what should I do?

utterance: right now what I'm doing is taking down notes that you had first spoken to our agent, Howard. you're now speaking to me, Jackie and seeing as how you didn't get far with him then none of no personal information has been put in, I'm going to be putting everything you tell me in the side notes so it'll all be there and you'll only have to answer these questions once. if you do happen to get cut off like you'd expressed concern about, what you'll do is just go ahead and mention both of our names and you should be able to just pick up right from there.

utterance: OK. Sounds good.

utterance: OK. can you let me know your name and date of birth, please?

utterance: Yeah it's Camille Light. That's C A M I L L E Last name Light is spelled L I G H T. And I was born five three eighty-six.

utterance: OK. I've got C A M I L L E. Last name L I G H T. I had you born five three. Miss Light, could you repeat back the year you were born, please?

utterance: Eighty-six.

utterance: OK. So five three eighty-six. Great. And what is your account number?

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

utterance: OK. Four five four three two four five four two four five. thanks for that and I also need to ask you your security question. what is your mother's maiden name?

utterance: that would be Jackson.

utterance: OK. Great. And lastly I just need the last four of your social.

utterance: OK. It's seven six eight nine.

utterance: OK. Great. I am in. I have verified all of your info and I have your account up here. this Camille, what information do you need me to update for you here in your account?

utterance: OK. I just need you to update my phone number. I just got a new phone. what's the number you have on file? Also do you have information on inline banking you can send me?

utterance: Oh. Yeah. I assume you mean online banking. first of all to send you some information about that online banking I'll send it to the email address I have for you here on file. Just want to confirm with you that's C A M L I G H T double oh seven at Gmail dot com. So that's Cam Light oh oh seven at Gmail. Is that right?

utterance: That's correct.

utterance: Awesome. thanks. Now the phone number I have on file for you is four four three two two one four four five three.

utterance: OK. Yeah. So let's update that to oh gosh. I don't even know my new phone number. Let me look at my phone. I just got it yesterday. All right. I'm just searching in my phone. OK. Yeah. Here it is. I found it on the receipt. Are you ready?

utterance: Yes. Yes, Miss Light. I'm ready whenever you are. Just take your time.

utterance: OK. It's eight eight three three three two three four four three.

utterance: All right. I am updating that information right now as we speak. Eight eight three three three two three four four three. OK. Yep. You are all set.

utterance: I appreciate it.

utterance: All right. Miss Light. Thank you for being a valued custer of Intellibank. Is there anything else that I can help you with today?

utterance: Nope. I'm all good. Thanks for your help.

utterance: All right. Awesome. Thanks so much. Bye bye now.

utterance: Bye.


utterance: Hello. My name is Mike. Welcome to Intellibank. How can I help you?

utterance: Hey. this is Fred. I was trying to I was trying to write a check and I'm trying to figure out whether or not it's gonna be good or not. I don't know I made some deposits and and I just not sure what when I can safely write a check to somebody else without it bouncing or or insufficient funds. do you kind of know what I mean? I'm just kind of trying to figure out how my deposits are going to fit in with the timing of me writing checks.

utterance: Yes sir. would you like information about depositing at Intellibank?

utterance: Well I am asking that how long I guess how long does the deposit take to hit my account?

utterance: Yes sir. it generally takes one to three business days for a deposit to show up in someone's account at Intellibank.

utterance: Oh OK. All right. Well I mean I mean right at this moment I I'm actually trying to find one of your branches not an ATM but a branch where I can walk in and speak with somebody. can you tell me where the nearest branch is to where I'm located right now?

utterance: Yes sir. I can help you with that. What is your current street address?

utterance: I'm at looks like right around the twelve hundred block of South First Street.

utterance: And what is the city where you are currently located sir?

utterance: Oh. I am in Fredericksburg, Texas.

utterance: Yes sir. One moment. Hold on please.

utterance: OK sir. So there is a Intellibank branch location a mile and a half excuse me. one and a half miles down the road on South First Street in Fredericksburg, Texas. The hours for this bank are eight a.m. to four p.m. that's walk in hours. And there is also another Intellibank location a little bit farther from your location. It's about four and a half miles on Junction Street. and the hours for this are also the same the the lobby hours. They are eight a.m. to four p.m.. And in case you want any more information about other nearby branches oh excuse me sir. actually there is another location two miles south of you at at at Dakota Boulevard. and this is an Intellibank location sir. and the hours for this location are also the same. They are eight a.m. to four p.m..

utterance: OK. Well OK. I can make that nearest one but it sounds like I'll be there after close. Is there at least a deposit slip or deposit you know drop box that I can make my deposit in there since it's after hours?

utterance: Yes sir. There is a drive through deposit section at some of these locations. The location on Junction Street does have a drive through deposit vehicle bay. but the other two locations I had given you do not.

utterance: OK. All right. So I'll go to that one on Junction.

utterance: If I may ask sir oh sorry sir. if I may ask would you like any information about online banking?

utterance: no. I like to go visit the places firsthand.

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

utterance: no. I believe that's it. I I do appreciate your help.

utterance: Thank you for calling Intellibank. Have a nice day.


utterance: Hello. Thank you for calling Intellibank customer support. My name is Scott. How may I help you today?

utterance: yes. I got a noticed in the mail for my saving account that I just set up and it looks like I'm being charged a fee each month. kinda looks like I I don't know why but

utterance: OK. Well, I can certainly help you get that sorted out. can I go ahead and have your name, please?

utterance: my name is Roland Newton.

utterance: N E W T O N.

utterance: My birthday is January twenty-fourth nineteen seventy-one and the account number of the savings that I'm checking on is four one four seven nine four oh three nine four.

utterance: All right, Mr. Newton. Let me get that information pulled up real quick.

utterance: OK and I got your account pulled up here and it looks like that savings account was just set up last month.

utterance: with an initial deposit of five hundred dollars and yes I see that there was a a five dollar maintenance fee and the reason that is is because that account has a one thousand dollar minimum balance at the end of every month to avoid that five dollar maintenance fee.

utterance: You mean I've got to pay money to have a savings account?

utterance: That that. That savings account is paying only point one fifteen percent interest a year so I'm actually losing money even if I had a thousand dollars in there.

utterance: I I had to pull out some money so that doesn't make any sense.

utterance: yes, Mr. Newton. Unfortunately on that type of savings account without the the minimum balance at the end of every month, we do charge a five dollar maintenance fee for holding that money in that account for you.

utterance: Well that surely doesn't sound like a savings account to me. I'm not saving anything I just like for you to cancel that account and and I've got a checking account that I would like for you to put my money into.

utterance: All right. Well, I'm sorry to hear that Mr. Newton. but I can certainly go ahead and close that account out if that's what you would like to do.

utterance: or I can try and find maybe another account option that would work for you here at Intellibank?

utterance: No, just. Let's just. Let's just get my money out of there.

utterance: All right, Mr. Newton. Let's go ahead and if you could give me the answer to the security question of your accounts. Looks like the question you set up is your mother's maiden name.

utterance: Frederick.

utterance: All right now I've got that verified for you. If you could go ahead and verify the number on the savings account for me, please.

utterance: Four eight one one eight two eight four five one.

utterance: All right and can I go ahead and have you verify your driver's license number for me Mr. Roland?

utterance: Let me get my driver's license out of my pocket.

utterance: Here it is. Six U one T S M G D seven zero one D.

utterance: All right and I'll read that back just to make sure I got that correct. That's six U one T as in Tom S as in Sam. M as in Martha. G as in good D as David seven zero one D as in David. Is that correct?

utterance: Yes that's correct.

utterance: All right, Mr. Newton and how would you like to handle the the remaining balance in this account that we're closing today?

utterance: let's putting it. Put that into my checking account.

utterance: Absolutely, ready to get that setup to transfer to your checking account. Can I have the account number for that checking?

utterance: Four eight three eight nine. One two four eight six.

utterance: All right. That's four eight three eight nine one two four eight six. Is that correct?

utterance: Yes that's correct.

utterance: All right. Thank you for that and if I can get the routing number on that account, please.

utterance: One nine zero seven seven six two two six.

utterance: All right and just to verify that's one nine zero seven seven six two two six. Is that correct?

utterance: That is correct.

utterance: All right, Mr. Newton. I will go ahead and process that transfer and get this account closed out now, just to make you aware that it is the end of the month now. this should not charge you another fee but you may still get another later in the mail as those are generally processed a couple of days ahead of time.

utterance: OK. I certainly hope I don't get hit with more fees.

utterance: Absolutely. You you should not get hit with anymore fees onto your savings account as it will be marked closed. and you should see the full balance of four hundred and ninety five dollars transferred and available into that checking account that you provided.

utterance: it should be available at the end of the business day today after thing is ran. if you don't see it within forty-eight hours, please give us a call back and we will figure out why it has not made that transfer yet.

utterance: OK. I appreciate it. Hey, how's the weather up there?

utterance: Oh, the weather up where I am has been pretty miserable lately to be completely honest. It's it's pretty cold up here.

utterance: Wow.

utterance: It's been hot down here in in the eighties.

utterance: Now wow. That's I wish we could get that up here for a change. Huh.

utterance: Yeah.

utterance: All right. Mr. Newton, well if there. Anything else I can help you with today?

utterance: I think that's it.

utterance: All right. Well, if you'll hang on the line for me there will be a survey for you to let us know how your experience was calling Intellibank and if there's nothing else I'll let you enjoy the rest of your evening.

utterance: All right. Thank you.

utterance: Thank you. Have a good night.


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

utterance: Hi, this is Peter Davis. I'm trying to transfer money. for some reason I got an error.

utterance: Aww, I'm sorry to hear about that, Mr. Davis. sometimes that happens when an account is closed. lemme look into that for you. can I get the your name is mm Peter Davis, correct?

utterance: Yes.

utterance: All right. Do you happen to have your date of birth?

utterance: November four, nineteen sixty-eight.

utterance: And do you have your driver's license number handy?

utterance: No, I lost that.

utterance: Aww, I'm sorry to hear that. let's see. We have another option for you. How about the last four numbers of your social security?

utterance: Yes. Two two zero zero.

utterance: Two two zero zero. We have a security passcode on file. Do you happen to know that?

utterance: Yep. Marlen.

utterance: Marlen. M A R L E N?

utterance: Yes.

utterance: And this is your savings account, you said?

utterance: Yep.

utterance: Do you happen to have that account number?

utterance: It's five four three two one zero zero, one two three.

utterance: Five four three, two one, zero zero one two three?

utterance: Yep.

utterance: OK. Lemme pull that up right now, Mr. Davis. OK. Just a moment. My screen's running a little slow here. How's your day going?

utterance: not a good day today. Too hot.

utterance: Aww, I'm sorry to hear that sir. OK, sir. Let me see. And now it looks like, yes, that account is closed. and it looks like you were the one who initiated that closure.

utterance: Yes, but there is still money on that account.

utterance: Yes, sir. The money remains there until you either come into the bank and get a final check to withdraw all that money.

utterance: No I wanna have a transfer to another bank.

utterance: OK, sir. We are more than happy to help you with that. just a moment please. Let me go to the next screen. OK, so lemme see. What is the bank you want to transfer that to?

utterance: That's the ING bank in Austin, Texas.

utterance: OK. ING. Austin, Texas. And do you happen to have your routing number?

utterance: yes. That's eight one nine, two two two zero zero.

utterance: Eight one nine, two two two, zero zero?

utterance: Yes.

utterance: And do you have that account number?

utterance: Yes. That is I B N.

utterance: I B N?

utterance: Six five one.

utterance: Six five one?

utterance: Eight seven one.

utterance: Eight seven one?

utterance: Two two four five four.

utterance: Yeah, well, let's see. Let me repeat all this back to you sir. We've got I B N.

utterance: I B A N.

utterance: Oh, I B A N?

utterance: Yes.

utterance: Six five one eight seven one two two, four five four.

utterance: Yes.

utterance: OK, Mr. Davis. Let me get that set up for you. OK. It looks like you've got about twelve thousand dollars in that account. There is a fee, and you have the option to transfer it within the next twenty-four hours, forty-eight hours, or seventy-two hours. Each time slot has a fee.

utterance: And what are the fees?

utterance: If you want it in the next twenty-four hours, it's seventy-five dollars. Forty-eight hours, it's fifty, and if you're OK with seventy-two hours, it's twenty-five dollars.

utterance: Then we'll have the forty-eight hours, please.

utterance: OK, sir. So that will be a fifty dollar charge. And do you want to pay that with your debit card, or would you like us to take that out of your account balance?

utterance: Out of the account.

utterance: OK, sir. So basically we will be transferring the twelve thousand dollars minus the fifty dollars in service fee. Is that correct, sir?

utterance: That is correct. Yes.

utterance: OK, give me one second while I get this initiated and produce a confirmation number for you.

utterance: can you send me the through mail?

utterance: through regular postal mail?

utterance: No, email please.

utterance: Oh.

utterance: Email. OK. Just a moment, sir. let's see. So your confirmation number is A four five two three one seven. And you said you want that via email. Lemme go look to your the screen we have your email on. So Mr. Davis, it looks like your email address is Peter sixty-eight Davis at Gmail dot com.

utterance: Yes.

utterance: Correct.

utterance: OK, Mr. Davis. What I will do is I will create an email message to you with this confirmation number A four five, two three, one seven. We will also include a statement balance which will show the transfer of the twelve thousand dollars minus the fifty dollar wire transfer fee. that transfer will show up in your new ING account within the next forty-eight hours. If for some reason, you do not see it please give us a call back immediately so we can research that transfer to find out where it could be.

utterance: OK, that's fine.

utterance: OK, Mr. Davis. What I'll do is I'll send that email over to you right now. If for some reason you do not see it, please check your spam because a lot of times messages end up there.

utterance: OK.

utterance: Mr. Davis, is there any other information I could provide you? We have some credit cards we offer, we have loans we offer.

utterance: No.

utterance: I'm fine. I'm fine. Only calling for this.

utterance: OK, Mr. Davis. Well, we appreciate your business for the last fifteen years. Is there anything else we can help you with?

utterance: No, thank you.

utterance: Wonderful, Mr. Davis. Thank you so much for calling us. And we are so happy that you were our customer for the last fifteen years. Let us know if there's anything else we can help you with.

utterance: OK, no problem.

utterance: Thank you, Mr. Davis. Have a great day.

utterance: Same to you. Bye bye.

utterance: Bye bye.