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

utterance: yeah. I was going through my checking account statement and there's something weird going on.

utterance: OK. Well, I'm sorry to hear that. can I go ahead and get your first and last name, please?

utterance: Hugo Windsor. W I N D S O R.

utterance: All right, Mister Windsor. And your date of birth, please.

utterance: June thirtieth. Nineteen sixty-two.

utterance: OK, thank you. And then a security question to access your account. What is the name of your first pet?

utterance: Ringo.

utterance: All right, Mister Windsor. I've got your information pulled up here. Now, let's see. Which can you verify for me which of the accounts the you have a question with?

utterance: It's my checking account. the last four digits are zero two, four four.

utterance: All right. I see that account here. Let me pull up the transaction history. OK. And so, what exactly is the issue you're having with your account today, Mister Windsor?

utterance: Well, something on here has been pulled out for fifty-six dollars and seven cents and I can't quite understand what it's for. It's it's got A C Q S. I guess that's a store name or or something. and I didn't I didn't buy anything so and I don't know. maybe my wife bought something and I. It just looks weird to me.

utterance: All right, Mister Windsor. Well, I can certainly try and help you figure out what's going on. Can I get the the date that that transaction is showing on your account?

utterance: September the eighth, twenty twenty-one.

utterance: OK. Let me go ahead and find that on the record here. OK, yes. I do see that there was a a charge for fifty-six dollars and seven cents on September eighth. And I do see that it looks like it was pulled out using the debit card. it was not an online transaction. Does that help potentially ring any bells as to where that transaction might've been from?

utterance: It's not online, so.

utterance: It's not showing that it was used as an online transaction. It does show that the the chip was processed. has your card been in your possession or has anybody else had access to your card on that date or around those dates at all?

utterance: my wife uses my card sometimes, but I don't know what. What kind of business is that?

utterance: well, unfortunately, my system doesn't have access to that information. all I can see here is the transaction ID and the bank that it was processed through on their end.

utterance: Do you have do you keep any of your receipts at all or is your wife available? You could ask her. Maybe she knows what this expense was?

utterance: hang on one second. Let me go find her and ask her if she's bought anything.

utterance: Absolutely, Mr. Windsor. I will hang on the line.

utterance: OK, I'm back. Yeah. She she bought some candles. she didn't tell me about it. So that's what they were.

utterance: I see, Mister Windsor. Well, I'm glad we got that sorted out for you.

utterance: And that you were able to to figure out what those were. Now, are you checking your account statement on the the online banking?

utterance: yes. I do online. I like online. It's it's quick.

utterance: Oh.

utterance: OK, great. So, yes that is that will be the fastest way for you to be able to keep an eye on things and if you ever see any transactions that you can't identify in the future, that will notify you the fastest rather than waiting for your paper statement at the end of each month.

utterance: Well, I'll you why. if you're married, you gotta keep an eye on them wives. They'll they'll they'll sure put you in a hole.

utterance: No, I understand. I I'm not married actually, but I I have friends who have definitely told me some stories.

utterance: You can't live with them, and you can't live without them. That's the way it goes.

utterance: All right, Mister Cart~ Mister Windsor. Sorry. Is there anything else I can help you with today?

utterance: No. You've done a great job.

utterance: well, I appreciate that, Mister Windsor. And there will be a survey if you hang on the line at the end of this call if you'd like to give some feedback on your experience today with our call center operations. And if there's nothing else I can assist you with, I will let you enjoy your afternoon.

utterance: OK. I appreciate you. Have a good day.

utterance: You have a good day too, sir. Goodbye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Good afternoon, Amy. How are you?

utterance: I'm very well.

utterance: This is kind of embarrassing. You know

utterance: I think I may have misplaced or I think I may have lost my card. My credit card and I don't know how to call you guys to like know what to do next. You know. I know I must have lost it somewhere around where I went to. But, what do I do to get another one?

utterance: OK. can you give me the the date which you lost this card. When did you misplace the card, please?

utterance: this was like this was last week, Friday. I think the day was on the tenth. The tenth of September. Yeah. On the tenth of September. Precisely the time, the time is about like twelve midnight.

utterance: OK. OK. Can you give me like give me your basic information first? So I can know how to.

utterance: OK.

utterance: OK. What is your first and last name, please?

utterance: My name is Tony. Tony Brown.

utterance: Alright Mr. Brown. Can you give me your date of birth, please?

utterance: OK. February twenty-second nineteen eighty-nine.

utterance: Alright Mr. Brown Can I have your social security number?

utterance: Oh boy, I think. Just hold on a bit, please.

utterance: OK.

utterance: These things take time. You know. I don't know, I think I have it here somewhere.

utterance: Where are you? Where are you? Where are you? Oh,

utterance: Oh, boy. Please hold on a second. OK.

utterance: Alright.

utterance: Because I really need this card back. I really need to

utterance: OK.

utterance: OK.

utterance: Oh, wow.

utterance: Found it! Yeah, I found it right now. See I misplaced it. I thought I misplaced it, imagine me. OK. The number is four zero two.

utterance: OK.

utterance: Six one four.

utterance: OK.

utterance: Zero zero five.

utterance: Alright.

utterance: Yeah.

utterance: I will have to ask you some security questions. Do you mind?

utterance: Go ahead.

utterance: can you give me the name of your first pet, please?

utterance: it's a dog. It's a Labrador, basically. It's David.

utterance: I named after my younger brother. Because he is so stubborn. You know what I mean? Just like the dog, man. It's fearsome, so strong. mhm.

utterance: All right, Mr. Brown Can you tell me the street you grew up in?

utterance: Yeah. I grew up in New York, actually. Oakwood. Oakwood, New York. Oakwood. Number three hundred Oakwood Street.

utterance: The name of the street.

utterance: OK. OK.

utterance: Yeah.

utterance: Al right.

utterance: can you give me the card number?

utterance: Wow!

utterance: Do I remember? I think I write it down somewhere. let me check. I think I write it down somewhere. I'm not too sure. OK. OK. Yeah, I remember I write it down somewhere. Yeah, that's good. The account I lost, number, right?

utterance: Yeah.

utterance: OK. that's four five four three two.

utterance: OK.

utterance: Six seven eight nine ten.

utterance: OK.

utterance: That's six seven eight, eight nine zero, you mean. Ten, that's one zero. OK.

utterance: You got that?

utterance: Yeah, I did.

utterance: And the last five is two one two two zero.

utterance: OK.

utterance: can you tell me how this card was misplaced, please?

utterance: Oh, man. Do you have to ask me that? I was in the club actually. I had a late night. You know. Went out with my friends. We are in the club. And were drinking and they, you know how it is, lots of activities going on. Lots of ladies, you know. We are drinking and all that and I actually wanted to pay and I found out that the card wasn't there in my pocket anymore.

utterance: We, I think with my wallet. So everything maybe when it was in the cab or it was in the taxi where we were going or it fell down in the club. I don't know, but I think that's where I misplaced it, or where I lost it.

utterance: Yeah no. That's the only, that's the place I went to. That's the last place I went to.

utterance: All right. So what's the last transaction you did with your card?

utterance: Yeah. Yeah.

utterance: Oh, OK. Earlier that day, I went to the movies. and I, I bought some things, you know and then I went to the grocery store bought some things. I used the card. And then I got home and then I got ready for the party at the club and that was it.

utterance: OK. you're card has been canceled. I just confirmed that you're card has been canceled. And I just issued you a new one.

utterance: Ooh, thank God! So good.

utterance: OK.

utterance: Can you give me the address we can send your card to?

utterance: Yeah, send it to three hundred oak wood, New York.

utterance: OK.

utterance: Alright you'll, you'll receive a card on Monday.

utterance: Oh, OK. That's a working day. do you have a particular time where I could just got to the, any of your branches and get it?

utterance: OK.

utterance: OK. No, it will be, it should so you at your house.

utterance: Oh, wow! Oh, wow.

utterance: Thank you very much.

utterance: You can check our website and also activate the card or you can visit any of our branches to active the card when you get it.

utterance: Oh. Wow.

utterance: Wow.

utterance: OK. That was quick.

utterance: That's quick. I think I should come to your branch to like activate it because I really want to see you.

utterance: Alright. That will do just fine.

utterance: OK.

utterance: Thank you very much.

utterance: Thank you. And you have a lovely day.

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

utterance: Oh, bye.

utterance: Alright, bye.


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

utterance: Oh, hi Carl. How's it going?

utterance: Well! How are you doing?

utterance: well, I'm a little tired, but it's all good.

utterance: OK. how may I help you today?

utterance: so, I am moving.

utterance: I'm just switching apartments and I guess I gotta update my address?

utterance: OK.

utterance: go ahead and give me your first and last name, please.

utterance: first name is Tanya Bishop.

utterance: OK.

utterance: Can you spell that for me?

utterance: T A N Y A. And last name is B, as a boy, I S H O P.

utterance: OK.

utterance: OK.

utterance: All right. And your date of birth Tanya?

utterance: it is February second nineteen eighty-eight.

utterance: February second nineteen eighty-eight, OK.

utterance: All right, and, your current address?

utterance: my current address it is two seventy Silver Cloud Road.

utterance: In Heber Montana nine one zero one one.

utterance: OK. All right.

utterance: And then, for security purposes, what's the last four of your social security number?

utterance: three four one one.

utterance: Three four one one, OK. And the the name of your first pet?

utterance: it is was it Boney?

utterance: no that is not what we're having we have on record.

utterance: is it hold on a second, let me think about it real quick.

utterance: what the heck was it?

utterance: How about your mother's maiden name?

utterance: that's probably easier, I I should know that. It's Summer.

utterance: Summer?

utterance: OK. All right, so we need to, you are moving, is that correct?

utterance: Yes, Im moving.

utterance: OK.

utterance: So.

utterance: What is the new address?

utterance: the new address will be four fifty Main Street.

utterance: OK.

utterance: OK.

utterance: And the ZIP code is nine zero zero one one.

utterance: Nine zero zero one one?

utterance: Yes.

utterance: And that was four fifty Main Street in Camas Montana?

utterance: Yes. Yep.

utterance: Correct?

utterance: OK.

utterance: And would you like this? are you renting or owning?

utterance: I'm still renting.

utterance: OK. All right.

utterance: Cuz you know we do have mortgage products if you're ever interested in buying a place.

utterance: Yeah, with sky-rocketing prices. So when I'm gonna be able to afford one? But thanks for the offer.

utterance: OK.

utterance: All right, so I have gone ahead and updated your new your address to the four fifty Main Street in Camas Montana.

utterance: Yep. OK.

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

utterance: Actually, since I have you on the phone, can you tell me about the mortgages you guys have? What's the current rate? Or, you know.

utterance: I.

utterance: What do I, like what kind of papers I need to have ready?

utterance: So the I don't have a whole lot of information about the mortgages. I could have one of our mortgage specialists reach out to you.

utterance: OK. Would that be by phone or by email?

utterance: would you prefer by phone or by email?

utterance: how about by by email. I'm no good at answering the phone unless

utterance: OK.

utterance: What what email address would you like me to put on the account?

utterance: T, as Thomas Bishop at Gmail dot com.

utterance: So, T Bishop at Gmail dot com. So that's T B I S H O P at Gmail dot com?

utterance: Yes.

utterance: At Gmail dot com.

utterance: Yeah.

utterance: OK. I can have one of our mortgage specialists reach out to you.

utterance: you know our current rate is one point five percent.

utterance: For a fifteen year fixed mortgage. it it is cheap.

utterance: That is so cheap.

utterance: So and they can go over all the information.

utterance: OK. Yeah, cuz I gotta know like if I have enough for doubting. I gotta have a down payment, correct?

utterance: Yes, you do.

utterance: Yeah, so I have to find out like how much I qualify and what down payment I need to have. OK. All right, so, somebody is going to email me?

utterance: Yep.

utterance: Within like?

utterance: it should be within the next day.

utterance: A day or two?

utterance: The next day.

utterance: It's

utterance: Generally they they follow up on this immediately. It might not be too long after you get off the phone.

utterance: And then it will be, whoever name person and then it will end on Intellibank dot com?

utterance: Intellibank, yes.

utterance: OK, cuz I can put it how do you spell your bank, sorry?

utterance: I N

utterance: T E L L I B A N K.

utterance: OK. I always call it the wrong name.

utterance: OK.

utterance: all right, so I got that. I'll put it in my email so it won't block it. OK.

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

utterance: no, that was all.

utterance: All right.

utterance: Well thank you very much for calling Intellibank.

utterance: Thanks.

utterance: You have a wonderful day.

utterance: You too, Carl.

utterance: All right.

utterance: Bye.

utterance: Bye bye.


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

utterance: yes. I'm calling today cuz I need to dispute a transaction on my account.

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

utterance: Sure. First name's Melissa. Last name is Joseph. Do you need me to spell that for you?

utterance: Yes, please.

utterance: It is J O E S P H.

utterance: Thank you very much, Ms. Joseph. And what is your date of birth, please.

utterance: It is February fourteenth, nineteen ninety-six.

utterance: Oh, a Valentine's Day baby.

utterance: Yes, I get lots and lots of chocolates.

utterance: How exciting for you. That's a wonderful birthday. It must be awesome for you.

utterance: there's times it can be and times there isn't.

utterance: I understand. OK, Ms. Joseph. What is your account number?

utterance: can you give one second so I can go find it?

utterance: Sure.

utterance: OK, one sec.

utterance: OK, I'm back. I don't have the account number, but I do believe my credit card is linked to that. Can I give you that information?

utterance: The credit card number? You can give Sure. You can give me the credit card number. You can also give me your security answer if you have that if that's more convenient. I can just ask you your security question?

utterance: Sure. If you like, go ahead.

utterance: OK, not a problem ma'am. what is your mother's maiden name?

utterance: It's Weiss.

utterance: Can you spell that for me, please?

utterance: Sure, W E I S S.

utterance: W E I S S?

utterance: Yes, ma'am.

utterance: All right. OK and you said you're calling today to dispute a transaction. Which account is this in reference to? Debit or credit?

utterance: It's actually to my credit card. I saw it the other day and I need to have it taken off, please.

utterance: Not a problem. And do you know what the dollar amount of the relevant transaction is?

utterance: Sure, I have it right in front of me. It is from five. It's five hundred and twenty-three dollars and six cents.

utterance: Sorry. My handwriting's really bad so I had to double-check what I wrote.

utterance: Not a problem. You said five hundred and twenty-three dollars and six cents?

utterance: Yes, ma'am.

utterance: All righty. Wow. That's a quite the hefty transaction there, huh?

utterance: Yes, and it's one that I didn't do. So I want it taken off my account, please.

utterance: Not a problem. Understandable. And do you happen to have with you the disputed transactions date?

utterance: Sure. It was on eight twenty-four.

utterance: Eight twenty-four. And the reason for the dispute?

utterance: Well, it says that it was from the Apple Store, which I don't shop in. I don't like Apple products.

utterance: I understand. So your did not make this transaction?

utterance: No, I did not.

utterance: And by chance, does anybody else have access to this account?

utterance: No, I am the only one with access. And I honestly don't understand why there's this charge here because I thought I had security for any kind of charges like this.

utterance: you definitely do. you. We will take of that for you. No problem, ma'am. Don't feel that you're gonna be charged in any way. We are going to investigate this transaction as soon as possible.

utterance: OK. Thank you. I appreciate that.

utterance: I just have a few more questions, OK? Bear with me.

utterance: No problem.

utterance: Do you have any membership fees or subscription fees with the Apple Store?

utterance: No.

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

utterance: Actually, I did . And when they brought up the information, of course, they don't have you know, a camera right there to show OK I'm the one that did it. But they said they do have a purchase on my credit number ending in four two six eight, that it was done at eight twenty-four at five p.m. for five hundred and twenty-three dollars and six cents. And I told them that was impossible because I wasn't even anywhere near the store. I was out on out of town on vacation.

utterance: Boy, I tell you. These scammers nowadays. They're getting craftier and craftier.

utterance: Oh, yes they are.

utterance: You know you could have your your card in your wallet and unfortunately, they are still out there shopping with it. I don't know how they do it but they do it.

utterance: Oh, OK. yeah. I don't either but can we figure this out. I sorry, I'm not trying to rush you, but I do have some things going on that I need to take care of and just want to get this done and over with.

utterance: Absolutely. OK. So, the next steps we will do is to lock your card to protect against further transactions and issues.

utterance: Is that OK with you? May I go ahead and cancel this card today?

utterance: Yes, please.

utterance: And we're gonna issue out you a new one. This will be sent to our fraud department for further investigation and you will receive a response by mail in seven to ten business days along with your new card.

utterance: OK.

utterance: Is there a way maybe possibly pay you know, like a fee of some sort to maybe get the card within twenty-four hours as of. I am needing to use it within the next day or two.

utterance: Unfortunately, no. But what you can do is you can go to a specific branch and get a temporary card while you're waiting for your card to come by mail.

utterance: OK, thank you. I will definitely do that.

utterance: Not a problem, ma'am. Is there anything else I can help you with today?

utterance: No, I think you did a wonderful job. And I thank you very much. And I hope if I do have any other issues or need to call the helpline, that you'll be the one to answer the phone.

utterance: Oh, well. Thank you very much, Ms. Melissa. Thank you again. My name is Laury. And you have a great day.

utterance: You too. Bye bye.


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

utterance: Yeah, hi. I'm calling in, I've received this letter in the mail and it says that I can pay my credit payment online. or over the phone and just transfer the I, I don't know what it, I just don't know what it was talking about. And I just need someone to help explain it to me.

utterance: OK. Absolutely. I'd be more than happy to help explain anything to you that you got in the mail. when did you receive the information in the mail?

utterance: It was about two days ago and I finally got around to opening it up today. And it says that you know, if you have a credit account that you can just pay it just transfer it right on outta your, your account and then make a payment

utterance: OK. Yeah, absolutely. It's it's what we call bill pay. And I'd be more than happy to assist you with getting that started today. Now did you, were you wanting to make the payment today or were you wanting to just get assistance with help? Setting up the online account?

utterance: well yeah, if I could just go ahead and make the payment now, that'd be perfect. And then I can just do the online account for next time.

utterance: OK. Absolutely. I can go ahead and do that for you. Now in order for me to access your account I will need to do some verification. All right, so can I go ahead and get your full name and date of birth please?

utterance: yes. It's Wo Nelson. And my date of birth is ten nine, nineteen ninety-two.

utterance: OK. Thank you very much Mr. Nelson for that information. And can you go ahead and verify your address for me?

utterance: yes. It's three five one two Snyder Avenue. Newark, New Jersey. Zero seven one zero one.

utterance: Thank you. And it does look like you have a security code on your account. So can you go ahead and verify your mothers maiden name?

utterance: yeah. It's Louis.

utterance: Thank you very much Mr. Nelson for that information. All right now. I do show some accounts here. So which account would you like to transfer from?

utterance: can I, I'd like to transfer from my checking account.

utterance: OK. Absolutely. We can go ahead and do that. Can you go ahead and verify your checking account number for me?

utterance: oh, well shoot hold on, let me think about it for a minute. Let me see if I can find it. Hold on one moment, OK?

utterance: Sure. Absolutely. Give me one mobye bye.

utterance: Take your time.

utterance: Well, I'll tell you it's hard just trying to remember all these account numbers and everything that you try to keep in your mind. oh, but you can't write them down cuz someone who gets a hold of your paper and they'll steal them from you.

utterance: Yeah, yeah that's for sure. You definitely got to be careful. I know there's a lot of apps you can get on your, for your computer or you know for your phone that like security vaults. Where you can store all your passwords. Called password vaults

utterance: help keep track of all your passwords and account information. and their real secure. You know, you might want to go take a look. Maybe there's something you can for you.

utterance: Oh, yeah that's a great idea. I might go ahead and do that. I, man I just can not find my checking account number. Is there anything else I can give you?

utterance: Sure. Absolutely. lets do this. Could, can you verify your Social Security number, please?

utterance: yeah its, two four five six zero zero seven six four.

utterance: Thank you very much Mr. Nelson. OK, so like I said, I do show several accounts here. Now you said you wanted this out of your checking account, correct?

utterance: Yes, that's correct.

utterance: All right. Now I do show you only have one checking account. So, we can do that. And you wanted to transfer it in to what account?

utterance: yeah in to my credit account. that I have. My credit card, I'd like to just make the payment on it.

utterance: OK, we can go ahead and do that. Now, looking at your checking account, looks like you do have a balance listed.

utterance: Of nine hundred thirty-five dollars and sixteen cents.

utterance: OK, thank you.

utterance: All right, and what account Or how much did you want to transfer over to your credit account?

utterance: yeah, I wanted to transfer five hundred dollars.

utterance: OK, so you want to transfer the five hundred dollars. So, once I do that transfer that will leave your balance on your checking account at four hundred thirty-five dollars and sixteen cents.

utterance: OK. Thank you.

utterance: You're quite welcome. So give me a moment, I'll go ahead and process this transfer out.

utterance: All right. Now while I'm doing this, have you ever heard of our online banking?

utterance: or have you signed up for our online banking? Where you can go on a computer or from your cell phone and make the payments and check your account balance and so forth?

utterance: well I've heard of it. I've just never really did set it up or anything.

utterance: Well, what I can do for ya, is at the end of the call or before we end the call, I can go ahead and send you an email with the step by step instructions on how to set up the online banking. And as well as frequently ask questions on how to transfer from one account to another. How to transfer to an external account. How to make an auto loan payment or a loan payment. How to check for ATMs near you. you mm, there's many useful you know, questions you could be answered with that. Information I'm going to send you.

utterance: That, well that's perfect. Thank you so much.

utterance: All right, good. Now, I've went ahead and transferred the five hundred dollars out of your checking account over to your credit account. So your credit account balance is showing a balance as of now, as of today October the third, of nine thousand six hundred twenty-five dollars and thirteen cents.

utterance: OK. Thank you very much.

utterance: You are quite welcome.

utterance: Now, I do show you said that with that email, I'm not actually showing an email address that we have on file for you. So what is your email address, please?

utterance: yes it's I A M T H E W U N at Gmail dot com. So I am the one at Gmail dot com.

utterance: Oh, thank you very much for that. Let me just go ahead and repeat that to ya. Back to ya. I have I A M T H E W U N. I am the one at Gmail dot com.

utterance: Yes, that's correct.

utterance: OK. Perfect.

utterance: So let me go ahead and we'll get this in here. All right I've went ahead and sent you that information. So give it about fifteen to twenty minutes. You should see, receive it in your inbox. And with that, like I said, is frequently asked questions how to instructions on how to download the app, how to set up the online account. If you have any questions whatsoever we're always here. to assist you with anything that you may need. So please feel free to give us a call.

utterance: OK. Thank you very much.

utterance: Well you are quite welcome Mr. Nelson. Was there anything else at all that I could get done for you today?

utterance: Nope, nothing. Thank you so much. You have a great day.

utterance: Thank you, you as well, and thanks for calling Intellibank. Goodbye.


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

utterance: Hi.

utterance: yeah, is this Bank? I thought that's what it was called.

utterance: Oh it's Intellibank.

utterance: Oh. OK. Well that's interesting. I've always been told it's Bank. Maybe I'm just thinking of the internet company.

utterance: You know, Intel? maybe it's like along the same branch. Anyway, I am sorry, that was off subject. I got this letter and I'm trying to get money into another account. But I don't know how I'm supposed to do that because I don't have a branch near me. And it's like too much for my ATM. I. I don't know and I. And my mobile app's not working, so.

utterance: Maybe.

utterance: I. I don't really know where I'm supposed to go here.

utterance: OK. Well it sounds like you need make a transfer from one account to another?

utterance: Yes. Yes. I'd like to. The. The accounts are with the same bank. Intell~, Intelli. Whatever. I. I just need to make sure I can get my money in the other account cuz I need to pay rent. For my new apartment, because my cheating husband went and found a new person. And. Had to sell my house, and now I have no money. Anyway, I need to put a deposit and rent down on my new apartment. My crap apartment. So. Yeah. what do I do?

utterance: OK. I can help you with making a transfer. First of all, can I get your account number please?

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

utterance: OK. And your name?

utterance: My name is Karen Hucksley.

utterance: All right, Karen. And for your protection can I get your date of birth?

utterance: Yeah it's two eighteen ninety-two.

utterance: All right. And it looks like you have an authenticating ID that I need to ask for. Can I get your drivers license number please?

utterance: Yeah, let me grab it. Oh. Six six one seven, five four two oh R as in Oregon. I'll probably have to be changing that cuz I'm looking at different states. I'm tired of Oregon rain and tired of my husband . Thinking about Florida. I don't know. Something nice just to have the beach maybe? I mean, I am thirty so it's like. I. I. I don't know. I'll figure something out. yeah. So oh R are the last two digits of my drivers license.

utterance: OK. Thank you very much for that.

utterance: Also, I'm wondering can you look up locations of banks? Like is Bank in Florida? Or or Texas maybe? Or even Arizona? Am I allowed to to get those addresses from you just so I know exactly where I need to go? Or if I need to like do all my banking online from there? Like what is the process of moving? Do I need to register at a new bank? Like I. I'm just trying to figure out where to go from here.

utterance: Yeah, yeah definitely. Well that could be. That might be a lot of information to give over the phone. What I suggest is you go to our website Intellibank dot com, so that's I N T E L L I B A N K. Intellibank dot com. And you can look up different branches in different states. We are in all fifty states, so.

utterance: Oh.

utterance: I thought there's fifty-two states.

utterance: Did I get that wrong as well as the Bank? I'm sure if I checked Bank, I wonder if it would take me to Intell~.

utterance: Do you know?

utterance: well Bank I don't know what that would get you to other. I don't know if there is an actual Bank. But this is Intellibank and this is who you've got your accounts with.

utterance: OK.

utterance: And I can take care of that transfer for you. what account did you want to transfer to and from? Did you want to. This account you gave me is your checking account. Did you want?

utterance: Yeah so that's my joint checking with my cheating husband, off with his new, young whatever. yeah I wanna transfer my money that is mine. I don't want him claiming that it's his. I wanna put it in my new checking account where he has no access whatsoever. So I can put my deposit on my one by one apartment. That I can walk from my kitchen to my bedroom in two steps.

utterance: OK so the account number you gave me. Yes I see this is a joined account. So how much did you want to transfer?

utterance: So there's ten thousand in my original, my joint account, but I but like fifteen hundred?

utterance: Is his. I'm gonna leave him with no money as long as I can. So let's do just eighty-five. Hundred. Just so I know for sure that's my money.

utterance: Eighty-five hundred.

utterance: OK. So eighty-five hundred. Yes and can I get the other account with us that what. The other account number with us that you would like to transfer to?

utterance: Yeah, it's one five six three two five nine eight one.

utterance: OK great. So I'm going to be tracing.

utterance: And that account.

utterance: Should be Bank.

utterance: That's Intellibank.

utterance: Yeah.

utterance: Whatever, Intelli.

utterance: Intellibank. That's also with us.

utterance: OK, so Eighty-five hundred going from joint checking to your just individualized checking? OK that has been done. Is there anything else I can help you with?

utterance: unless you can find me a new husband and maybe find someone to poison my last oh I shouldn't say that. This is probably being recorded. No. I think I'm good.

utterance: OK. Thank you.

utterance: Oh.

utterance: When will my money be available? Do you know?

utterance: It's a~

utterance: It's available right now.

utterance: OK, and no one's putting a hold on it right? Like am I gonna get taxed or like investigated for that much money?

utterance: Well I don't know what kind of tax investigation you're talking about but the money has been transferred from your account.

utterance: That you held jointly with your husband to your individual account. That's been done already so you have eighty-five hundred dollars in your new account.

utterance: All right, great.

utterance: That's. Sounds great. I'm gonna book myself a trip to Arizona.

utterance: OK. Well great. Well you have a good day and thanks for using Intellibank.

utterance: Thank you.


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

utterance: This is Jennifer Johnston. I wanna know how I can put some money into my sister's account.

utterance: Well, you could do a wire transfer or an internal transfer.

utterance: What's the difference?

utterance: An internal transfer can be done if she also banks with us and a wire transfer is done between different banks.

utterance: Oh, OK. She does bank with Intellibank also.

utterance: OK, so we can do an internal transfer then.

utterance: OK.

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

utterance: It's Jennifer Johnson and my birth date is eight six two thousand.

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

utterance: Nine two one nine.

utterance: OK that's nine two one nine right?

utterance: Yeah, that's right.

utterance: OK, do you know your account number?

utterance: No I'm sorry I don't know it.

utterance: That's OK, do you know your ID number or a license number?

utterance: I know my ID number.

utterance: OK, what's that number?

utterance: OK, gimme just one second to get it.

utterance: OK, I'll wait.

utterance: OK it's F eight one nine zero four seven eight one.

utterance: OK that's F eight one nine zero four seven eight one.

utterance: Yes, that's right.

utterance: OK and what's the account number that you want to the money to go into?

utterance: It's two zero one three five one eight two nine zero and her name is Vanessa Johnston.

utterance: OK that's two zero one three five one eight two nine zero

utterance: Yeah, that's right.

utterance: OK and you said Vanessa Johnston?

utterance: Yes.

utterance: OK Jennifer, gimme just a second to get this info put in.

utterance: OK thanks.

utterance: How's your day been so far?

utterance: my day's been pretty good so far. How's yours been?

utterance: It's been pretty good.

utterance: OK so much are you wanting to transfer into her account?

utterance: five hundred even please and is there any fees to do this transfer? Also, will it be in her account today?

utterance: OK so you said five hundred even right?

utterance: Yes.

utterance: OK well there's no fees to make the transfer since both bank with us and yes the money should be in her account shortly.

utterance: OK thank you. So you think it'll be in her Intel bank within an hour?

utterance: Intellibank?

utterance: Yeah sorry, that's what I meant.

utterance: OK, I was just making sure because there is an Intel bank.

utterance: Oh no, it's Intellibank.

utterance: OK and yes it should be in the account within the hour.

utterance: OK, thank you.

utterance: you're welcome, is there anything else I can help you with today?

utterance: No I think that's it, thank you.

utterance: OK, are you signed up for our online banking?

utterance: I don't think so, what's that?

utterance: well our online banking is free but you can check your bank account balance and transactions anytime that you want to.

utterance: You can make mobile deposits, you can do bill pay and you can make internal transfers yourself if you want to.

utterance: Is it something that you think you would be interested in signing up for today?

utterance: No, I don't think so, not today.

utterance: OK, well if you change your mind you can always download the app. It's the Intellibank For All app on your phone or your laptop to get started.

utterance: OK thank you

utterance: All right, well you have a great day Jennifer.

utterance: You too.

utterance: All right, thank you bye bye.


utterance: Hello and thank you for calling Intellibank. This is your agent Bernard speaking, how could I help you today?

utterance: Hi Bernard, my name is Karen Brown. I would like to dispute a transaction.

utterance: No problem, that's definitely something I can help you with. Could you confirm for me, Karen Brown, if your name starts with a C or K?

utterance: With a K.

utterance: OK, thank you Karen.

utterance: And now could you also confirm to me your date of birth?

utterance: Yeah, it's December twenty-nine nineteen ninety-five.

utterance: Perfect. I'm gonna go ahead and put that in here. And now, could you give me some ID information.

utterance: For example, do you happen to have your account number with you?

utterance: Yeah I have with me. It's twenty-six thirty six. Oh sorry, it's twenty-five to thirty-six twenty fifteen thirty-three ninety-two.

utterance: OK perfect thank you. I'm gonna input that in here. And I'm seeing that it looks like you set up a security question for your account.

utterance: Let me go ahead and get your answer for this. What is your mother's maiden name?

utterance: Oh, my mother middle name. Let me. Let me look for it. I have it here in a note on my bag.

utterance: OK. No problem, I'll wait for it.

utterance: I'm sorry.

utterance: I'm ready. My mother middle name is Taylor.

utterance: Taylor. OK perfect, that's correct. Alright, I'm in your account. Now could you could you tell me the account number or the credit card number for which your for your the disputing transaction?

utterance: Yeah, I have the credit card number. It's oh three one four eight five seven eight five six two nine six two six four.

utterance: OK, I'm gonna repeat that back to you to make sure it's correct. Zero three one four eight five seven eight five six two nine six two six four.

utterance: Yeah, that's correct.

utterance: OK perfect.

utterance: Now, what is the dollar amount of the transaction that you would like to dispute?

utterance: Yeah, it's three hundred twenty-five dollars and sixty cents.

utterance: OK and what is the date for the transaction which you are disputing?

utterance: It's December the first, twenty twenty.

utterance: OK perfect. I'm going to go ahead and check this for you.

utterance: OK, I I see that there is that charge here. what is the reason for which you are disputing the transaction?

utterance: Yeah, it's because I never visit that store in my life so that's weird.

utterance: mm OK and have you tried to contact the business that made the transaction already?

utterance: Yeah I tried that but they don't have they don't have the information that I asked for so.

utterance: That's understandable. Have Do you happen to have a regular membership or subscription to that store?

utterance: No I don't. I never even visited.

utterance: OK that's understandable.

utterance: Now it looks like what was purchased is it says grocery items.

utterance: Is as the detail. Do you happen to recognize that?

utterance: No, I didn't make that purchase.

utterance: OK perfect. Let me go ahead and look at what I can do for you. Give me one second here.

utterance: OK.

utterance: OK it looks like I have all the correct information appropriate

utterance: What we're going to have to do is is we're going to have put this into into suspension on your card. So your card will be frozen for a short time as we further investigate who could have used your card and why this charge is appearing. This will probably take one to two weeks or five to ten business days.

utterance: Is that OK?

utterance: Yeah, that's OK.

utterance: There's no problem.

utterance: And what do we have to do now?

utterance: OK so if you go ahead and give me a moment, I can go ahead and submit this request and our fraudulent investigation team will pull up this information and will further investigate for you and then we'll be getting back to you within that time frame.

utterance: OK sure. I can wait.

utterance: So, yeah my son came today with a new tattoo. I can't believe it, that kid.

utterance: Do you have any children?

utterance: A new tattoo wow I actually have two children.

utterance: How old is your son if you don't mind me asking?

utterance: He's nineteen but I told him that he couldn't do it and he did it anyway.

utterance: right, I understand that. Must be difficult.

utterance: Yeah. How old are your children?

utterance: Oh I have two that are under ten years old.

utterance: Oh so you don't have to worry about that.

utterance: Oh not not for right now but maybe once they get older we'll see.

utterance: But OK, well thank you so much Karen Brown. Is there anything else that I can help you with today?

utterance: No I think that will be all, thank you .

utterance: OK, well thank you for calling and I hope that I could have appropriately resolved your problem and if you have any more problems, you can just give us a call.

utterance: And once again, my name is Bernard and thank you for calling Intellibank.

utterance: Thank you Bernard, have a nice day.

utterance: Thank you, you too.


utterance: Good afternoon. Intellibank.

utterance: Hi I'd like to update my phone number on my account. I'm just slow. I could you could help me?

utterance: Oh.

utterance: Yes.

utterance: Yeah.

utterance: Where is the bank located here?

utterance: What state are you looking?

utterance: Do they have any ATMs too?

utterance: which state are you look looking at for the bank?

utterance: Maryland. In Frederick, Maryland.

utterance: Yes. We have a bank here in Frederick, Maryland and the bank also has an ATM.

utterance: And, you could use any seven eleven ATMs for free also.

utterance: How about CVS? Can you use them?

utterance: you can and there's a Two dollars and fifty cents fee.

utterance: Oh.

utterance: Guess it's better to go to the real bank.

utterance: Yes.

utterance: So you. What is your driver's license number?

utterance: L four two two seven eight nine six four one zero.

utterance: OK and your mother's maiden name?

utterance: Brown.

utterance: And you were calling to change your phone number?

utterance: Yes.

utterance: OK what is the phone number?

utterance: The new number?

utterance: Yes.

utterance: Yeah. That's funny isn't it. Phone number. Phone number.

utterance: Seven one zero six two two four eight seven nine.

utterance: All right and what is the old phone number you had before that?

utterance: Six one zero Four one zero Eight four three two.

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

utterance: Can you tell me where the banks are all in this area?

utterance: the one is on Main street.

utterance: The other one is right there in the CVS and Yes, we have a counter there where you can have. Where it has an ATM and there is someone there that you could talk to about loans or anything like that. Do you have our gold credit card?

utterance: The bank is inside CVS?

utterance: No. I only have the silver one.

utterance: we offer the gold if you're interested.

utterance: Does that give better benefits than the silver one?

utterance: Yes. You get five percent off certain stores when you shop there.

utterance: All the time or just certain months?

utterance: Just certain months.

utterance: Oh and if I could have your account number again?

utterance: Oh.

utterance: I guess I don't have that right now. In the move, I think I messed up and packed it away.

utterance: Well we need the account number to make this thing final. I can't change the phone number without the account number.

utterance: Do I have to come into the bank to do it then or can I do it over the phone?

utterance: You cannot go do this over the phone. It has to be in the bank. You can go to our bank with your driver's license and they can process it there but over the phone I cannot process it. Without the account number.

utterance: Well.

utterance: I guess I can still use everything with my old address until I.

utterance: Yes. You could use everything with your old phone number and old address. meanwhile but it would be good to go into the bank and. Give the information as soon as possible.

utterance: Do you have other branches or just the one on the downtown one?

utterance: Just the downtown one. There is one on Hagerstown also.

utterance: By the Target there.

utterance: but, in Frederick we just have the downtown one and the one in CVS where the person works at the desk there. The branch one.

utterance: Is there.

utterance: Is there parking at the downtown bank?

utterance: Yes, there is.

utterance: There is free parking behind the bank.

utterance: And is the Hagerstown office in the downtown area too or not?

utterance: No. It's in the the mall there. It is not downtown.

utterance: OK I'll have to check and see if maybe that one's just as close as Frederick.

utterance: Cuz I'm kind of moving between the two.

utterance: OK.

utterance: Well.

utterance: Well anyway I guess I'll have to hunt up my account number and get this all straightened out.

utterance: Well enjoy your new location.

utterance: All right. Thanks a lot.

utterance: All right.

utterance: Bye.

utterance: Bye.


utterance: Hello. Welcome to Intellibank. My name is Michael how may I help you?

utterance: yes hi my name is Jim. is when I call in do are your hours on the call-in is that like seven to seven or what are your call-in hours?

utterance: Yes sir. The hours for Intellibank are from nine to nine a.m. to five p.m. on the weekdays for most locations and from nine a.m. to two p.m. on the weekends for most locations.

utterance: OK. All right. Yeah. I I was just kinda curious. I'm really looking to find a branch near my home.

utterance: I can help you with that sir. what is your current address?

utterance: I'm at forty-seven Camberg Avenue. In Austin Texas.

utterance: Yes sir. One moment please. OK. So there're a couple Intellibank ATM locations nearby. there is one on seven Congress Avenue which is about two and a half miles north of Camberg Avenue and there's also another Intellibank ATM about four miles of east of Camberg Avenue on one two zero Vasle Street. and this is also an an Intellibank ATM. for the first location sir I forgot to mention sir. For on Congress there is not a branch on location. It's just an ATM but the one on one two zero Vasle Street does have a branch location. And the and the hours for this branch location are as I had said previously nine a.m. to five p.m. and on weekdays and nine a.m. to two p.m. on weekends.

utterance: OK. So that's. I need a yeah I was looking for the branch. So thank you. I got that as location. I'll check that out tomorrow. I also have I have I think my card my credit card was stolen. that I hold with your bank. Anyway I can't find it.

utterance: That's not good sir. I can help you with that immediately. can I have your first and last name as well as your date of birth?

utterance: yes. I'm James Walker. Date of birth is November thirtieth nineteen sixty.

utterance: Thank you sir. And can I have an authenticating ID number that's associated with with this account. This could be the account number or a driver's license number.

utterance: Oh OK. Oh yes. I do have the number for my driver's license. It's two four seven five six nine two one.

utterance: Thank you sir. And for the and to verify your information further for the security of your account I would like to ask the security question which is paired with this account. what is your mother's maiden name?

utterance: Taylor.

utterance: That is correct, sir.

utterance: And do you remember the credit card number the credit card that you are reporting to have been stolen?

utterance: oh I I got a past receipt. Oh wait here OK here it is. It's three zero three seven four eight zero zero five three zero five seven eight zero zero.

utterance: And what was the date that you remember losing or having this card being stolen?

utterance: I did I had it yesterday. So it could have been either yesterday or today.

utterance: Sir thank you and do you remember the most recent transaction that you made on this card?

utterance: Oh yes. I do. it was at a place called Friday's Hotdogs.

utterance: Thank you sir. One moment please while I pull up your account.

utterance: OK, sir. So I'm looking at your account so it said with this credit card and I noticed that the last purchase that was made on this card was Friday's Hotdog Palace. for thirteen dollars and fifty-seven cents. A purchase of thirteen dollars and fifty-seven cents. this is you correct?

utterance: yes that that sound like the amount after I added the tip.

utterance: And the most recent purchase before Friday's Hotdog was at Home Depot looks like for about fifty-two dollars and nine cents. just to make sure that this wasn't a fraudulent purchase. was this you as well?

utterance: yes. I was there. So that makes sense.

utterance: OK sir. it appears that no one has misused and fraudulently purchased something with your card. but I will immediately cancel this credit card and re-issue a new one. The address that we have on file for your home address is four six one Collingwood Street. is this your current home address sir? Oh excuse me I misread. I see that your home address is forty-seven Camberg Avenue in Austin Texas. my apology is this your current home address?

utterance: yes. I guess that yeah what you gave me for the first time was my prior address but now forty-seven Camberg is my home address.

utterance: My apologies sir. we will be sending you your new card to forty-seven Camberg Avenue Austin Texas. You should receive your card in the mail within the next within the next two to three business days . but this but the previous credit card will be immediately canceled and will not no one will be able to make any purchases on it. for activating your new card there will be instructions in the letter in which your new card is being sent. It's a one eight hundred phone number which you call and it gives you instructions of how to activate it or you can activate your new card online. is there anything else I can do for you sir?

utterance: No. That's all. pretty good. Two to three business days.

utterance: Yes yes sir it should arrive by then.

utterance: All right. Thank you.

utterance: Thank you sir. I'm sorry about your lost or stolen card. have a nice day.

utterance: All right. You too.


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

utterance: Yeah, so I'll need to get some money sent to my son and I don't know if I need to send him one of those like traveling card things or whatever, but I just need to know what I need to do to get that to him.

utterance: OK, let me help you with that. Who am I speaking with today?

utterance: It's Jill Baker.

utterance: And do you prefer that I call you Jill or Ms. Baker?

utterance: It doesn't matter. You can call me Jill.

utterance: All right, Jill. So you are wanting to get money to your son. Is that correct?

utterance: Yeah, he's on a school trip and I sent cash with him, but apparently he's spent a bunch of money on souvenirs and stuff so he needs some more.

utterance: OK, Jill. What is your account number?

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

utterance: All right, and can you tell me is this a checking or a savings account?

utterance: It's my checking account.

utterance: OK, and can you also confirm that your mailing address is three zero nine Western Street in Kansas City, Missouri, for me.

utterance: Yeah, that's my address.

utterance: All right Jill, and can I also get your date of birth?

utterance: It's March second of nineteen eighty.

utterance: OK, and your account has a security question. So could you please tell me the city you were born in?

utterance: It's

utterance: OK Jill, let me let me look at your account real quick. Let me get that pulled up for you. So you said that you might be interested. you were asking about our traveler's cards.

utterance: Yeah, is that what they're called? yeah, I can get. I can send him something like that. Somehow like a money order. I just need to make sure I can send something to get him some money.

utterance: OK. first Jill let me ask you. Does your son have an account with Intellibank?

utterance: No, he doesn't have his own account, but he's got that savings account. You know the ones that. It's actually in my name, but he's on it too.

utterance: there just isn't any money in that account. It's it's a closed account basically.

utterance: OK Jill, so does your son have a debit a debit card for that account by any chance?

utterance: I'm pretty sure he does, but like I said there isn't any money in that account. So it's it's kind of useless.

utterance: Yeah, I I understand that, Jill. so if he happens to have that card with him on the trip then then I might be able to help you with with something with another method. Do you know does he have that card with him?

utterance: I'm sure I'm sure what's in his wallet.

utterance: OK Jill. So if he has that card with him, what we can do is we can transfer funds into that savings account and then he can use that card to go to an ATM or take cash our or if he just wants to use that card to shop we can do that too. do you think that would work for you?

utterance: Yeah, that'd be great. I didn't realize I could do that. That that would be wonderful.

utterance: Yeah, we can do that.

utterance: So real quick here. What is your savings account number for him?

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

utterance: OK. Three eight five seven zero three one, and how much would you like to transfer to him?

utterance: So can I transfer like five hundred dollars to him? And then if I want to transfer more later, can I just call and do it over the phone like I'm doing now?

utterance: Yeah. let me transfer it. I can transfer that five hundred dollars for him, and yes, any time you'd like to transfer funds you can contact us and we can do that over the phone for you. real quick here though, this account has a four digit passcode for security purposes. Can you tell me what that four digit passcode is?

utterance: Yes, so that's not the ATM code though, right? That's the that's a different passcode?

utterance: Yeah, normally the passcode should not be the same as your ATM pin.

utterance: OK, I think it's

utterance: Two one zero nine.

utterance: I think that's right.

utterance: Yeah, that is correct.

utterance: OK, let me get that money transferred over for you. Give me just a moment to get that processed, OK?

utterance: All right. Thank you. Do you have children?

utterance: I do.

utterance: Have they have they ever traveled without you?

utterance: well they're they're actually still toddlers now. So not yet. They have not.

utterance: Well when they are older and they do, take a Xanax. It's been so stressful with my son being away. He's he's in New York on a school trip and it's only for a week, but my anxiety is just overwhelming while he's gone.

utterance: I I can understand that. I think it's difficult being away from your kids. I'm sorry you're having such a hard time .

utterance: I appreciate that. I mean, I'm really proud of him and I'm I'm enjoy. I'm glad he's going and that he's enjoying himself, but sure give my my my anxiety a run for its money.

utterance: Well again, I'm very, very sorry to hear that, Jill, and hopefully he'll be home soon and everything'll be back to normal for you. I have got that money transferred for you and it looks like the funds should be available to him now.

utterance: Let me see.

utterance: So I just need to call him then and he can use that card to get the money you sent?

utterance: Yeah. So he should be able to use that card to access the five hundred dollars, whether that's via the ATM or just using his debit card for normal purchases .

utterance: The funds are available to him now so he should be able to use those wherever he normally. However he normally shops.

utterance: OK, thank you. I'll call him.

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

utterance: No. I mean, that was everything. I really appreciate you finding an easier way for us to do this.

utterance: It's no problem, Jill. Thank you for choosing Intellibank and you have a great day, OK?


utterance: Good afternoon. This is Cindy at Intellibank. Who do I have the pleasure of speaking with?

utterance: Yes. my name is John Meadows.

utterance: Hello Mr. Meadows. What could I do for you today? OK. Just one moment here. before we get started let me ask you some basic questions. Do you have the the routing number and the bank account number of. OK. And there's a twenty five dollar fee to make a wire transfer. Do you wish to proceed?

utterance: I'd like to I've never done this before but I'd like to do a wire transfer.

utterance: Yes.

utterance: Wow.

utterance: yes please.

utterance: OK. One moment. Let's see here. Let's get into your account first. I'll ask you some questions. Can you spell your last name please?

utterance: Meadows is M E A D O W S. My email is J D Meadows at Gmail dot com. My phone number is six oh two six eight four three one nine two.

utterance: OK Mr. Meadows. Thank you for that. What's the last four of your social?

utterance: is six three five five.

utterance: OK and can you please tell me the answer to one of your security questions? What is your pet's name?

utterance: Cleo. C L E O.

utterance: OK. All right. Here we are in your account. So which bank account number would you like to withdraw the money from?

utterance: from my checking account please.

utterance: Do you have that number handy?

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

utterance: OK hold on one moment. OK and what's the amount of the wire transfer? OK and what type of transfer is this? Domestic or international? OK. And I'll need the nine digit routing number for the other bank.

utterance: one thousand dollars.

utterance: It'll be domestic.

utterance: Yes. this is actually going to my son's account in Wells Fargo here in Phoenix. it's his routing number of his bank is seven three seven two two five eight nine two. just one second eight nine three.

utterance: OK.

utterance: OK how you wanna repeat that please?

utterance: Yeah. Seven three seven two two five eight nine three.

utterance: Got it. OK yes Wells Fargo. And what is the bank account number that you'd like to transfer the money to?

utterance: Yeah Let me just give you his name David Meadows and his account number is five three one this is his checking account. five three one two two two three nine. Five three one two three nine.

utterance: OK. One moment. OK.

utterance: And this is Wells Fargo.

utterance: Could you tell me what is I'm transferring I want to transfer a thousand dollars. Could you tell me what the balance of my checking account is before the transfer?

utterance: Yes, absolutely. OK. It looks like the balance in your checking account is five thousand two hundred sixty-two dollars and twenty-one cents.

utterance: That's great. All right thank you.

utterance: OK. So are you ready to wire the thousand dollars?

utterance: Yeah. And then.

utterance: and you could confirm me the information.

utterance: Yes.

utterance: It's gonna cost twenty did you say twenty-five dollars?

utterance: Yes, that will come out of you account immediately as well. The wire transfer should take one hour to arrive at the other account. Maybe even less.

utterance: OK.

utterance: And could you confirm the the what do they call that. the number of the bank where it's going. I just want to double check that.

utterance: The routing number?

utterance: Yeah please.

utterance: Let's see well it was Wells Fargo. Which you gave me was seven three seven two two five five nine three.

utterance: Right.

utterance: Perfect. Yeah. All right. No, that all sound and that's for a thousand dollars? Go ahead and and it's gonna cost me twenty five bucks.

utterance: Yeah.

utterance: OK hold on one moment while I process the transaction. OK it looks like your wire transfer has gone through. It's on its way. to David Meadows in at Wells Fargo and is there anything else that I could help you with today? OK great so we do appreciate your business Mr. Meadows and don't hesitate to call us back the next time you need any help.

utterance: Nope, that's you've done an excellent job. That was really quick.

utterance: Well thank you very much for your service. I appreciate it.

utterance: Have a great day. Bye.

utterance: Bye bye.


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

utterance: Hi Daisy my name is Hank. I called earlier but it was way too loud in the pub and I couldn't hear a thing the previous agent was saying. I I need to update some information on my account. My phone number to be exact.

utterance: Certainly sir. I'd be happy to help you update your account information. Just give me your full name, and your address please.

utterance: Sure. My name is Hank Harlow, and I live at eight nineteen charity lane.

utterance: The city and state?

utterance: It's Branson Missouri, and the ZIP code is five nine four four zero.

utterance: Thank you. What is the phone number we currently have on file?

utterance: It's two two nine seven three zero one nine one nine.

utterance: Thank you. And then can you give me your date of birth Hank?

utterance: Sure, it's September twenty-first nineteen ninety-nine.

utterance: Thank you, and what is the name of your first pet?

utterance: Muffin.

utterance: Muffin cute. All right thanks Hank, please verify your account number for me.

utterance: Sure my account number is one nine six three eight four five two.

utterance: Great. Let's go ahead and update your info. What is the new phone number?

utterance: Well I thought I had it right here but that's not the one. Sorry. will you give me a second while I find that?

utterance: No problem, take your time.

utterance: All right here it is, my new number is two two nine zero zero seven zero one nine one.

utterance: Two two nine zero zero seven zero one nine one?

utterance: Yup.

utterance: All right Hank, one moment while that updates. Just takes a second here. All right your phone number has been updated in our system. Is there anything else I can help with today Hank?

utterance: Yeah I was trying to log in to make this change on your website. But I couldn't login for some reason.

utterance: Oh yes, yeah we have to activate your online banking request. And then you can use your email as your username And the password would be the last four of your social security number. The system will automatically require you to change your password that very first time that you login. And then I don't know if you're aware Intellibank also offers mobile banking through our mobile app. You can use the same login as your online banking for the mobile app. I've gone ahead and made that request and activated that for you. You should be able to create your online banking access now. I also sent you an email. With all of the necessary information in there. Has that come through yet?

utterance: Yeah I see it. Got it. Thank you.

utterance: Great. Now do you have any questions or concerns about that?

utterance: no but I do have a question, could you tell me the address of the closest branch to me?

utterance: Absolutely. One moment while I look that up.

utterance: The hours also please.

utterance: Sure thing. One moment. All right Hank. I've got that branch here. looks like the branch closest to you is gonna be point two miles from your house. And the address there is seven twenty-nine peacock avenue.

utterance: Yeah. OK. Great. I know right where that is. And hours listed there?

utterance: What's that?

utterance: Are the hours listed there?

utterance: Oh yeah, yeah, let me see. Their lobby is open Monday through Friday nine a.m. to five p.m.. And then its also open Saturdays ten a.m. to two p.m.. Their drive thru is open Monday through Friday eight a.m. to six p.m.. And Saturday nine a.m. to three p.m.. They do have a twenty-four ATM on site. It's right inside their entry way. You'll be able to deposit cash or checks at that ATM.

utterance: Perfect. Thank you.

utterance: No problem. Is there anything else I can assist you with today?

utterance: Mm no no I think that's all I need. Thank you.

utterance: My pleasure. Have a great day.

utterance: Yeah you too.

utterance: Bye.

utterance: Bye.


utterance: Hello, this is Michelle from Intellibank. how are you doing today?

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

utterance: Yeah, I'm good too, Thanks for asking. So, how can I help you?

utterance: I wanted to report a stolen card and also do a wire transfer.

utterance: OK. So sorry to hear that your card has been stolen. I can certainly help you with that.

utterance: So, before we proceed further, I would like to verify your account. So, may I have your first name and last name, please?

utterance: My first name is Mary and my last name Watson.

utterance: OK, can you please spell it for me?

utterance: M A R Y W A T S O N.

utterance: All right. Thank you so much. May I have your date of birth, please?

utterance: My birthday is July eighteenth, nineteen ninety-nine.

utterance: I need to verify your ID before we proceed further. So, may I have your bank account number?

utterance: yes.

utterance: So do you have it right now?

utterance: yes, my bank account number is seven three two one four five nine.

utterance: OK. So, your bank account number is seven three two one four five nine. Is that correct?

utterance: Yes.

utterance: All right. Thank you so much. So for security reasons, I would like to verify your identity.

utterance: So, may I have your mother's maiden name, please?

utterance: her maiden name is Miller.

utterance: All right, can you please spell it for me?

utterance: M I L L E R.

utterance: Thank you so much. So, what is the credit card number? Do you have which has been stolen?

utterance: the number is five eight zero one two two three four two six one seven zero seven seven four.

utterance: All right. So, I'll repeat. It is five eight zero one two two three four two six one seven zero seven seven four. Is that correct?

utterance: No.

utterance: it's five eight zero one two two three four two six one seven zero seven seven four.

utterance: All right, fine. Thank you so much.

utterance: So, which date your card was stolen?

utterance: it was stolen on October fifth.

utterance: All right. So, do you remember when was the last day you used your card?

utterance: I used it on October fourth, at Walmart.

utterance: All right. So, you remember that your card was stolen at Walmart. I you used your card at Walmart.

utterance: Yes.

utterance: OK. So, do you remember? Maybe you might have just forgotten your card there ?

utterance: While doing shopping? Or while paying off?

utterance: I called them and they said they didn't have it, so.

utterance: Oh. All right. No problems with that. I'll what I'm going to do is, I'm going to cancel your credit card, right away so that it should not be misused.

utterance: So, what what is the address you want your card. what I'm going to do is I'm going to re-issue a new card.

utterance: So, which address you want your card to arrive?

utterance: my address is five four three seven, Cherry Street, Joliet.

utterance: what is the ZIP code?

utterance: Six oh four three three.

utterance: All right. So, your card will arrive at the address, five four three seven Cherry Street, Joliet, six zero four three three. Is that correct?

utterance: Yes.

utterance: OK. So, you will receive your new card in your mail within five business days.

utterance: OK. Is that fine with you?

utterance: Yep, that's perfect.

utterance: All right. So, to activate your card, once you receive your card, what you will see is, you will see the customer care number at the back of your card.

utterance: Simply call them to activate your new card. Your card will be activated right away.

utterance: All right?

utterance: Yep. Perfect.

utterance: All right. So, now let's help you with the wire transfer.

utterance: Mary Watson.

utterance: All right, thank you so much. May I have your date of birth, please?

utterance: July eighteenth, nineteen ninety-nine.

utterance: OK. So, it is July eighteenth, ninety ninety-nine. Is that correct?

utterance: Yes.

utterance: Well, I need to verify your ID before we proceed further.

utterance: May I have your bank account number?

utterance: yes, I have it right here. The account number is seven three two one four five nine.

utterance: OK. So, it is seven three two one four five nine. Is that correct?

utterance: Yes.

utterance: All right, thank you.

utterance: For security reasons, I would like to verify your identity. So, what is the name of your first pet?

utterance: it was a goldfish named Bubbles.

utterance: OK. So, it is goldfish named Bubbles. Nice name.

utterance: Thank you.

utterance: May I know what type of bank account do you have? Is it checking or savings account?

utterance: It's a checking account.

utterance: All right, thank you so much. What is your bank account number you wish to make a wire transfer from?

utterance: the account that I want to get from is seven three seven three two one four five nine.

utterance: All right. So it is the same account. Seven three two one four five nine.

utterance: So, is that correct?

utterance: Yes.

utterance: All right, thank you so much. So, how much amount do you want me to transfer today?

utterance: one hundred fifty dollars.

utterance: Hundred and fifty dollars. All right, fine. So, you want domestic or international transfer?

utterance: Domestic.

utterance: All right. So, what is the routing number of the bank you want to deposit money in?

utterance: OK. So, the routing number is five four three seven seven three nine three eight. Is that correct?

utterance: Yes.

utterance: All right, thank you so much. So, what is the bank account number you want to deposit your money?

utterance: the account I want it deposited to is nine three eight two one four six.

utterance: Nine three eight two one four six. Is that correct?

utterance: Yes.

utterance: OK. Well, let me pull up all the information and then we will do the the transfer.

utterance: I can see your account balance is sixty thousand two hundred and thirty-eight dollars.

utterance: So, I'm going to initiate the transfer right away. You will get your receipt in your email once the transfer is is done.

utterance: For your information, if you do international transfer, then you will be charged seventeen dollars for the international transactions.

utterance: It and if the amount is not accepted in the receiving bank, then you will be charged forty-five dollars as a fee.

utterance: So, is there anything else I can do for you today?

utterance: nope, that's it, thank you.

utterance: OK. Thank you so much, it was nice talking to you. Again, this is Michelle, thank you for calling Intellibank. Have a nice day.

utterance: You too.

utterance: Thank you.


utterance: Hi, thanks for calling Intellibank.

utterance: This is Susan, how may I help you today?

utterance: Hi, Susan. this is Justine and I need to do a wire transfer to another company. To a company that I don't know if they're your customer or not but, I need to do a wire transfer.

utterance: OK, Justine. I can help you with that.

utterance: You wanna make a wire transfer from your Intellibank account, is that correct?

utterance: That's correct.

utterance: And and you have another account that you're going to send it to but you're not sure which bank it is.

utterance: I'm going to. If you could look that up, I'm going to need the routing number of the bank.

utterance: Oh, I've.

utterance: Got all that information.

utterance: OK.

utterance: OK, great. Well, we'll start first with I'll need your full name and your birthday.

utterance: OK. It's Justine Cramer. C R A M E R. and I was born December thirteenth nineteen sixty-two.

utterance: Kay.

utterance: OK, Justine, and what is the account number of your Intellibank account?

utterance: It's eight two zero six nine nine one six.

utterance: OK. Just gimme a second here.

utterance: I see that you're already registered to make wire transfers. So, you're setup in our system and what is. I'll need the information of the routing number and the account number and the name of the person that you'll be sending money to.

utterance: OK. The the routing number is six oh nine nine, two eight five zero, two three. And it's going to Todd Nickerson.

utterance: OK.

utterance: And that if you need the company names, it's Effi Wings. E F F I Wings.

utterance: OK, and what is Todd Nickerson's account number?

utterance: OK. Are you ready?

utterance: Yep.

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

utterance: OK.

utterance: Justin, if you wanna hold.

utterance: OK.

utterance: I've got the routing number. You need that routing number or did I already give it to you. Oh, I already gave it to you.

utterance: You gave me the routing number. Ends in five zero two three.

utterance: Yep. Yeah, that's it. OK.

utterance: And give me just a couple of minutes and I'll call this up for you.

utterance: I appreciate it. are you are you in Raleigh?

utterance: no I'm not. I am in another state but.

utterance: But you work with the Raleigh branch.

utterance: Branch.

utterance: Yes.

utterance: And Justine, what's the amount today that you wanna send?

utterance: Eleven thousand dollars.

utterance: OK.

utterance: I'm just checking this now.

utterance: While that's loading, do you want to give me your current email address?

utterance: Oh! Yeah. That's a good idea. Well, you probably have it but, it might be a new one. Justine Cramer. C R A M E R and that's a that's a Gmail address.

utterance: Yes. We do have that one, that's good. It hasn't changed.

utterance: do do you have any idea when this money will be delivered, when they'll receive it?

utterance: It's usually within twenty-four hours if it's outside the bank to another bank.

utterance: OK.

utterance: Yeah, that's fine. That's gonna be Great.

utterance: And we will send you a confirmation email when it is complete.

utterance: Super. That's gonna that's gonna that's gonna help. I appreciate your help on this.

utterance: OK. So, I am sending from your account that, your account that ends in two eight nine nine, I am sending

utterance: eleven thousand dollars. Todd Nickerson, Effi Wings and the routing number, six oh nine nine, two eight five oh, two three.

utterance: That's all correct. Yes.

utterance: And the account is, four one nine six, one three five zero two.

utterance: Perfect. Perfect, yep.

utterance: That's correct? OK.

utterance: And I'm processing that right now. Give me just a a minute or so.

utterance: All right.

utterance: So, a really hot part of the country or just a hot part of the country?

utterance: it's been pretty nice nowadays.

utterance: Yeah. Change of season is good.

utterance: It's.

utterance: It's gonna get hot soon but, it's pretty nice right now. How about you?

utterance: Yeah. Well, I'm. I'm in in Raleigh on the East Coast .

utterance: Oh! That's a beautiful part of the country.

utterance: Yeah. Oh yeah! A lot of people think so. A lot of people are moving here.

utterance: Right. OK. I see now here that this transfer this wire transfer is processing and that will be a forty-five dollar fee.

utterance: Oh! OK. Can you can you just put it on that same account?

utterance: That that will come out of your bank account.

utterance: OK. That'd be great.

utterance: see that and like I say in within twenty-four hours, that transfer should be complete and you'll receive an email at the email address we have on file for you. And so, is there anything else?

utterance: No. I I appreciate you making this so easy. I appreciate it.

utterance: That I can help you with?

utterance: OK, and so I've answered all your questions today.

utterance: Yep.

utterance: We're all set. Thanks very much.

utterance: OK, Justin. Thanks for calling Intellibank.

utterance: OK.

utterance: OK. Bye bye.

utterance: Bye bye.


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

utterance: This is Stanley Dunlop. And I've got a charge on my card that I don't believe it a. I don't believe it's a correct charge. I think it may be some fraud involved and I wanna report that and get it straightened out.

utterance: Thank you Mr. Dunlop, I can help you with that. First of all can you tell me is this a credit card transaction? Or is this something charged directly to your account?

utterance: This is a credit card.

utterance: A credit card transaction. OK. first of all let's verify some personal information. beginning with your first and last name.

utterance: Stanley S T A N L E Y Dunlop. D U N L O P.

utterance: Stanley Dunlop. Thank you Mr. Dunlop, and what is your date of birth?

utterance: My date of birth is December first nineteen sixty.

utterance: December first, nineteen sixty. OK. Thank you very much Mr. Dunlop. And what is the account number and credit card number?

utterance: OK. My credit card number is nine eight seven zero four eight five two. Two one three five one one seven seven.

utterance: Thank you Mr. Dunlop. That is nine eight seven zero four eight five two. Two one three five eleven seventy seven. And could I also have your drivers license number?

utterance: OK. It's a Montana drivers license. Four six six nine six two one.

utterance: Montana. Four six six nine six two one. OK. Thank you sir. I just have one more security question here in what town were you born?

utterance: I was born in Billings Montana.

utterance: Billings Montana. OK. That's the end of our verifying process. Thank you for your patience as we go through this for your security. And now if you could just give me the dollar amount and the date of the the transaction that you are disputing.

utterance: Oh OK. It was for a hundred and sixty-four dollars and it was last week. And now I mean I I don't remember exactly what day it was, is last week I think it was a. When I went to eat, I I went to eat at Chinese restaurant and you know how sometimes a Chinese restaurant they'll take your your credit card back into the kitchen and they was a long time bringing it back out. And they brought it back out from the kitchen. and that was. That was last week and I. Have you had something like that happen to you? I mean I I don't really know I I don't really like the idea of anybody taking my credit card back there. Does that. Does that happen to you?

utterance: I I understand your I understand your your I understand your feelings there Mr. Donlop and apologize for any inconvenience. I will need that dollar amount and the date of the transaction in order to proceed with the dispute.

utterance: OK. Hold me just a second a I I know it was last week and so let me see. Oh I know what a I I can on the notice I got is the the date. Oh OK. Hold on just a second. let me. Let me get it. I I got the note right over here.

utterance: No problem Mr. Dunlop.

utterance: It's right here and OK. yeah, there we go, there we go. Now the date on this is gonna be a June twenty fourth.

utterance: June twenty-fourth. OK and that is June twenty-fourth of twenty twenty-one.

utterance: That's correct.

utterance: OK and what is the dollar amount on that transaction?

utterance: It's one hundred and sixty-seven dollars.

utterance: One hundred and sixty-seven dollars. OK.

utterance: And the reason I'm. I'm disputing this

utterance: Is because first of all I don't recognize the company. It says Algamated Limited. I don't even know what a Algamated Limited is. And in the the second place I I never made any purchase for a hundred and sixty-seven dollars that I know of.

utterance: OK. Reason for the dispute then is nonrecognition of the third party in the transaction and also you don't recognize the dollar amount as one that you authorized to be spent.

utterance: That's correct.

utterance: OK then.

utterance: Have you ever been to Montana? It's a. We don't have many Chinese restaurants but it's a pretty country.

utterance: It's beautiful country, Montana, never been. but some day maybe I'll visit.

utterance: Well you'll enjoy it if you do.

utterance: I'm sure. I'm sure. Now Mr. Dunlop if I could just ask you a few questions. Has any one else had access to this account who could have made the transaction.

utterance: Well like I said that Chinese restaurant took it back in the kitchen and that's what. That's who I suspect. It was a. It was a. I forget the name of the Chinese restaurant. It's the only one in in, in Samuel Montana that I know of.

utterance: I see. OK then. Thank you for that information. and just to confirm that you. You don't recognize this transaction can you like this this this company that that that charged you for it.

utterance: No, it it said Algamated Limited. I don't even know what an Algamated Limited is.

utterance: And and the the the number of the the amount of the transaction that does not ring a bell with you either.

utterance: Right.

utterance: OK then.

utterance: Do you have a recurring membership or subscription fee that.

utterance: Oh no nothing like that. Not for a hundred sixty-seven dollars.

utterance: OK. Have you contacted the business? Have you contacted Algamated?

utterance: that I couldn't even get a phone number or nothing from them. That's just. I don't even know what it was. It's just Amalgamated Limited.

utterance: No

utterance: No phone number. OK Mr. Dunlop, well we've collected the dollar amount and the relevant transaction. We understand the reason for your dispute. and we have all the information necessary to move forward with the investigation. And that will be the the next step. so is there anything more that I can do for you today?

utterance: That'll be all, but you come and see us if you're ever in Montana.

utterance: OK. Thank you for using Intellibank.


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

utterance: Hello this is Peter Davis. I lost my credit card last night.

utterance: Oh, I'm sorry to hear that sir. Let me let me put you on hold for just a minute. And my computers running a little slow today. Just a moment. OK. So you said you lost your credit card. OK, let me get some information. Peter Davis you said?

utterance: Yes.

utterance: OK. Mr. Davis what is your date of birth?

utterance: November four nineteen sixty-eight.

utterance: November fourth nineteen sixty-eight. Do you happen to know your drivers license number?

utterance: Well hold on. I need to search. That is somewhere in my my car here.

utterance: OK. No problem sir. I'll hold on.

utterance: Here it is. Five zero zero two one four eight one.

utterance: Five zero zero two one four eight one. Do you have you social security number?

utterance: Yes. That's eight one nine two two two zero zero.

utterance: Eight one nine two two two zero zero. And we have a security code on here that's asking for your mother's maiden name.

utterance: Yes. That's Marlin.

utterance: Marlin? OK. Yes, that's correct. Let's see. So you lost your credit card. Do you happen to know what the last transaction was that you might have made on it?

utterance: I don't know. I went out with the with the guys in a bar and yeah. I think I was too drunk and when I woke up the next day I I could not find the card. I checked everywhere. Nothing.

utterance: Oh wow sir. OK. That happens sometimes I understand. So what I'm gonna do is I'm going to put a block on this card right now so you won't even if you did find it for some reason or locate it you would not be able to use it. Or if somebody else found it they wouldn't be able to use it. So let me block that right now.

utterance: What is the interest rate that I have on the card?

utterance: Sir let me get to that in just a moment. Let me finish blocking the card. OK so the card is now officially blocked. Let me go see if I can find some transactions that might have been made. Looks like you were at a Tom's Bar. OK, I see a charge for forty-five dollars. Does that sound right?

utterance: Yes. Yes.

utterance: I think so.

utterance: OK, I also see a transaction at Target for twenty-five dollars. And Walmart for fifteen dollars. Do. OK, sir. So what I'll do is also send a screenshot over of some some of the more recent transactions the last twenty-five or so You can kind of look it over and make sure that those are accurate and if there's something wrong with those just let us know. We can dispute it. OK?

utterance: Yeah. Yeah, yeah, yeah.

utterance: You can do that through email right?

utterance: Sir we prefer that you call us on the phone but we do have an online system that I will send you some information on to your email address. And you just click on the link. And it will take you to our website to dispute those charges if there happens to be any that you dispute.

utterance: OK. I understand.

utterance: OK so I'm gonna get that sent over to you right now. That email with the transactions and and I will put that through right now.

utterance: OK.

utterance: OK so you should be receiving it. OK, so you wanted to check the interest rate on your credit card? OK, so let me look that up for you. OK let's looks like you've got eight point five percent.

utterance: Yes please.

utterance: Oh, that's OK.

utterance: Yes it's not a bad bad rate. We do also offer a couple of other cards that you can use. Would you happen to be interested in possibly applying for one of those?

utterance: Yeah, a traveler's card.

utterance: OK we have that. And I will send you that information. Do you want it by email or regular mail?

utterance: By regular mail.

utterance: OK Let me pull up your information and let's double check to make sure it's accurate. So we've got you living on one thousand Mary Lynn street. Austin, Texas. Seven eight one two two.

utterance: Yes. Correct.

utterance: OK so I'll send that information over regarding that traveler's credit card We have some great offerings within that card. We have some rewards points that you can use for various airlines and hotels. You get great discounts. You can also use it at grocery stores which also in turn gives you points for travelling as well.

utterance: Oh, that's so you mean miles?

utterance: Yes sir, it's like miles. So each on that you use you'll be able to for every dollar that you use you get one point.

utterance: That's nice.

utterance: Yes it's very handy. Especially if you love to travel these days. is there anything else that you'd be interested in learning about with our our company?

utterance: No I think I'm good for now. My main problem was the loss of the credit card.

utterance: OK sir we also have a newsletter we send out on a monthly basis. Is this something you would be interested in?

utterance: Yes please. Through email.

utterance: OK sir, I'll get that set up. You'll receive our newsletter and it will come through every month. We send it out about the fifteenth of every month and it talks about what's going on in our bank as well as new credit cards, loans interest rates, and so forth.

utterance: OK.

utterance: Is there anything else I could help you with today Mr. Davis?

utterance: Nope that's it.

utterance: OK Mr. Davis. Well we appreciate you being a great customer for the last fifteen years. If you have any more problems let us know. Oh and by the way, I forgot to let you know earlier in the conversation that the card I blocked is now officially blocked. And you will be getting a new ATM card or debit card in the mail within the next three to five business days.

utterance: Great.

utterance: You can either use the same PIN code you have or you can set up a new one. It's your choice but there's instructions on the card when you receive it.

utterance: OK thank you very much.

utterance: You're welcome Mr. Davis. So let us know if you have any more questions. And again my name's Mary and we're with Intellibank. Thank you. Goodbye.

utterance: OK bye.


utterance: Thank you for calling Intellibank. My name is Lucas, how may I be of service?

utterance: Hello, good afternoon Lucas. My name is Karen Albert And I would like to open an account with your bank. Kindly confirm the information required to do so.

utterance: All right Mrs. Karen. Is it miss or missus?

utterance: Please address me as miss thank you.

utterance: All right Ms. Karen. OK thank you for choosing Intellibank. I'm positive that you will enjoy your the services we provide in this bank. OK. to open an account would require just few information. Cuz we have very easy documentation process. To help our customers feel relaxed and feel secured. All right so the first information I require for you to open an account is your full name. Can I have your full name please?

utterance: Karen Albert.

utterance: All right Ms. Karen. can I have your date of birth please?

utterance: Twenty-sixth April nineteen ninety one.

utterance: All right Ms. Karen that's excellent. OK what state are you calling from?

utterance: Houston, Texas.

utterance: Houston, Texas OK. All right can I have your social security number?

utterance: Zero one one. Six eight four. Two one two. I'll check it again. Zero one one. Six eight four. Two one two.

utterance: Oh excellent thank you so much. All right I have your full name. I have your date of birth I have where you're coming from. I have a social security number. OK. The last question I have before the account will be opened for you is OK can you set two security questions please on the account? That's the last stage.

utterance: OK the first security question is what brand was your first car?

utterance: OK.

utterance: The answer is Acura.

utterance: OK Acura.

utterance: The second question is who was your childhood best friend? And the answer is Bridget. Did you copy all that?

utterance: Yes ma'am I copied all of that. The first question was what was your first brand of car? And that is Acura. And the second question is what was your childhood best friends name? And that is Bridget. Am I correct?

utterance: Yes that's correct.

utterance: OK. I'm gonna send you a form to your email address. To confirm and consent to the account opening. So you can just consent we are sending an acknowledgment mail. And it will be fine and your account will be up and running. All right can I have your email address for that please?

utterance: Karen four Albert at Gmail dot com. Karen four Albert at Gmail dot com.

utterance: OK Karen four Albert at Gmail dot com. Do you want that four as a digit or for written in word?

utterance: Four as a digit.

utterance: OK Karen four Albert at Gmail dot com excellent. OK ma just a minute while I send the consent form. Just a minute . And sent. OK. I've sent the consent form. So once you acknowledge it we'll go ahead and open the email address for you. The account number pardon me. The account number beg your pardon. So once the account is up and running you can deficit. And you can transfer, you can download the mobile app. You can do all our transaction. You can carry out all the activity. So would that be all ma'am?

utterance: No that would not be all. I have se~. Viewed and signed the consent form. I have forwarded it to you. I would also love to do a bank transfer with the recently opened account. Please is that possible?

utterance: Of course that is possible ma'am. I just received the consent form and we'll open it right away. So what you just need to do is you need to credit your account. Do that from your Cash App. Or from any of your online application or from your other bank you can credit the account so that you can make the wire transfer. Is that OK?

utterance: Yes that's fine. I'm already doing a transfer from my PayPal account to the to the new open account number. And I'm hopeful you'll get to credit a lot in the next thirty seconds. Then how long does it take for you to transfer from my account to an HSBC account?

utterance: OK. For the PayPal transfer I'll give you your account number shortly. I'll provide that information to you so you can make the transfer. for transfer to HSBC once you consent to the transfer it's almost immediately. It's almost immediately. So your account number is now ready. Would you like me to call it out for you?

utterance: Yes I will.

utterance: OK you have your pen and paper?

utterance: Yes I do.

utterance: OK your account number is zero eight one. Zero eight one. Zero three zero three. Are you getting that?

utterance: Yes I am.

utterance: Oh copy that.

utterance: I'll take that again. Zero eight one zero. Three zero three zero. Four four. You get that?

utterance: Yes I have.

utterance: All right you can make the transfer from PayPal account now.

utterance: Please hold while I make the transfer.

utterance: OK ma'am I'll be on hold.

utterance: Hello I'm done with the transfer. So Would you be needing some details to be able to do the transfer from your end from me?

utterance: OK so to do the transfer what I would need is I would need. I would need the customer, the beneficiaries account number. The deposit routing number, the customers name and the banks name. So we can start there we can take that one by one. Can I have the customers account number? The beneficiaries account number?

utterance: OK sure. Zero eight two four. One seven, nine three three four. I'll take that again.

utterance: OK.

utterance: OK.

utterance: Zero eight two four. One seven nine, three three four.

utterance: OK excellent thank you. So what was the customer. The beneficiaries name?

utterance: Josephine Coospho.

utterance: Oh Josephine Oospho correct?

utterance: Yes that's correct.

utterance: OK can I have the deposit routing number?

utterance: Yes sure. Nine two, one five three, two eight seven. Nine two, one five three, two eight seven.

utterance: OK nine two, one five three, two eight seven. Nine two, one five four, two eight seven. OK. All right I have the number. Let me just read through the number. Nine two, one one, five three, eight two seven.

utterance: Yes, that's correct.

utterance: Is that correct?

utterance: All right. No problem. So what bank? What bank is this?

utterance: HSBC.

utterance: All right is it de~. Is it savings or checkings?

utterance: Savings.

utterance: OK so you'd like to transfer from your checkings account to the savings account?

utterance: Yes please.

utterance: OK excellent. So I'm sending you the consent form to consent to the transfer. So when you consent it's going to go through. But meanwhile how much do you want to transfer?

utterance: Five hundred and fifty dollars.

utterance: OK I just got a credit for of one thousand two hundred dollars in your account the one that newly opened. So I will transfer in five fifty dollars to this beneficiary. Is that correct?

utterance: Yes that's correct.

utterance: OK I just forwarded the form to you. Please consent or I will make present the transfer.

utterance: OK I will do that right away.

utterance: OK so . I've been waiting for the content.

utterance: OK I just sent it.

utterance: All right. The beneficiary to. Should receive the fund within the hour. So in max maximum in an hour you can contact the beneficiary. The beneficiary being the account. All right will that be all ma'am?

utterance: Yes that will be all.

utterance: OK thank you for choosing Intellibank. Do have a wonderful day.

utterance: Oh thank you so much have a wonderful day too.

utterance: Thank you bye.