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

utterance: yes I want to close my account and transfer the money funds to a different account that I have at that I have with you guys. A diff~.

utterance: All right sir so you want to close your existing account and make a internal transfer to another account you have with us?

utterance: Yes please.

utterance: All right sir. Before I can complete that request for you I need to ask you a few questions so that I can verify your account information firstly.

utterance: All right.

utterance: OK sir so to begin could I have your first last name and date of birth please?

utterance: Yes my name is Dale Walker my birthday is ten thirty-first one nine seven four.

utterance: OK you said Dale Walker D A L E and your date of birth is ten thirty-one nineteen seventy-four?

utterance: Yes correct.

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

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

utterance: All right sir you said it's six one nine five two four nine six nine?

utterance: Yes.

utterance: OK and for account security purposes could I have your name of your first pet, please.

utterance: Name of my first pet?

utterance: Yes sir.

utterance: Well.

utterance: Been a kind of while. Name is Skipper I believe.

utterance: All right yes that's the name we have on file Skipper.

utterance: All right.

utterance: OK sir so you wanted to go ahead and close out an account with us?

utterance: Yes please.

utterance: All right sir. What was that account type checking or savings?

utterance: Checking.

utterance: You want to close your checking account?

utterance: Yes.

utterance: All right sir. Could I have that checking account number please?

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

utterance: All right so you want to close out this checking account ? And what was the reason for your closure ?

utterance: I I didn't need this account anymore.

utterance: OK so you no longer need this account with us?

utterance: No Ma'am.

utterance: OK sir give me just one moment while I look up the account for you.

utterance: OK.

utterance: OK right here it says that your balance is currently one thousand two hundred fifteen dollars and sixty-five cents . And that's the amount that we could transfer to your other account sir.

utterance: All right.

utterance: All right and What was the type of account that you wanted to transfer to? Was that a checking or a savings with us sir?

utterance: It's a

utterance: It's another checking.

utterance: OK, sir, so you want to transfer to a different checking account?

utterance: Yes please.

utterance: OK.

utterance: Sir could I get that account number please?

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

utterance: OK sir to verify that account number was four nine three zero two eight four nine six one?

utterance: Yes.

utterance: All right sir gimme just one moment while I handle your request.

utterance: OK.

utterance: OK sir. I have already done the transfer for you. That account closure will take effect in the next twenty-four hours since it was a checking account if you have a debit card that was connected with that account it will be deactivated so it will no longer be accessible from this point forward. We have transferred one thousand two hundred and fifteen dollars and sixty-five cents into your new account, sir. That is immediate and it's already ready for you to be able to utilize at any time now I also have a confirmation for you for this transaction in case you have any questions later. Will you like to take that down?

utterance: Yes please.

utterance: All right sir that confirmation number is nine one five.

utterance: Nine one five.

utterance: Three three zero.

utterance: Three three zero.

utterance: Seven six nine.

utterance: Seven six nine.

utterance: Five four oh oh.

utterance: Five. Can you please can you the last digits?

utterance: Yes sir that was five four oh oh.

utterance: Oh five four oh oh?

utterance: Yes sir. Would you like me to repeat the entire number for you?

utterance: All right yes please if you don't mind.

utterance: All right sir that number was nine one five three three zero seven six nine five four oh oh.

utterance: Oh OK. I got it.

utterance: All right.

utterance: All right, and like I said, that will be available for you immediately.

utterance: Is there anything else I can help you with today, sir?

utterance: OK, you said available immediately?

utterance: Yes, sir. It is available immediately until the account that you into your new account sorry.

utterance: OK.

utterance: OK and the other account is already closed?

utterance: Yes sir that has been deactivated for now. Like I say your checking any check books or anything that you have they'll no longer be useful.

utterance: OK.

utterance: So please dispose of them completely so there is no issue with unauthorized activity on this account.

utterance: OK I'll go ahead do that right now. Thank you for your time.

utterance: All right sir so is that all I can do for you today?

utterance: Yes Ma'am .

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

utterance: You too.

utterance: Thank you bye bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: yes. I need to change my old email address to my new address. Can you help me with that please.

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

utterance: Alright, go ahead. Shoot.

utterance: Alright, sir. Can I have your full name and date of birth please.

utterance: yes. My name is Dale. Dale Walker. my date of birth is ten of the first one nine seven four.

utterance: OK, sir. To verify, you said your name is Dale. Is that D A L E?

utterance: yes.

utterance: Alright, that's Del Walker. Your date of birth was ten thirty-one nineteen seventy-four?

utterance: Yes, that would be correct.

utterance: OK, thank you so much, sir, for verifying that information. And for authentication purposes, could you give me your driver's license number, please.

utterance: My driver license number.

utterance: Yes, sir.

utterance: Alright. It is six one nine five two four nine six nine.

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

utterance: Yes, correct.

utterance: OK, thank you so much. And for account security purposes, could you give me your childhood street address.

utterance: yes. I live at two different ones, I don't really know which one I would count. On foul. but the first one is twenty-three forty-seven Petown Avenue. And the second one is thirty-nine thirty-nine seventy-four Rosewood Lane.

utterance: OK, Mr. Walker, we actually have the thirty-nine seventy-four Rosewood Lane on file. Would you like to change that or is that OK to keep on file?

utterance: I can keep that on file right there if you don't mind.

utterance: OK.

utterance: Thank you so much, sir. I have an additional question.

utterance: Alright. Shoot.

utterance: OK, sir. Which account was that that you needed access information changed to? Was that your checking account or your savings?

utterance: Well, this would be my savings account, ma'am.

utterance: OK.

utterance: Sir, so you have a savings account with us. Could you go ahead and give me that account number please.

utterance: Yes, I can. That account number is five one four eight one nine nine two nine zero.

utterance: OK, sir. To verify, that number was five one four eight one nine nine two nine zero?

utterance: That would be correct.

utterance: OK, Mr. Walker. And you wanted to update your email address. Right now we have Dale C W at Dayrep dot com. Were you wanting to remove that one and replace it with your new address?

utterance: yes. Yes.

utterance: OK.

utterance: Sir. Could you give me that new email please.

utterance: yes. Dale with a capital C Walker. The C is cap letter Walker. Is capital. at dayrep dot com.

utterance: OK, sir. To verify, that is Dale, capital D, C. Capital C I mean. Capital W Walker at dayrep dot com.

utterance: Yes, that would be correct.

utterance: OK, sir. Just give me one moment while I update that account information on file.

utterance: All right. Take your time there, ma'am.

utterance: Alright Mr. Walker, looks like I've updated that information for you. It is now Dale C Walker at dayrep dot com. And in order for us to update that we're going to go ahead and send you out some information to make sure that that is a notif~. That notification information or security information is accurate, all right?

utterance: OK.

utterance: OK, if you can, could you verify your home address for me, please.

utterance: Yes. Yes.

utterance: I have it on file as thirty-three forty Pinewood Drive in North Chicago, Illinois at six zero zero six four.

utterance: Yes, that would be it.

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

utterance: I can also go online for or if I have any more problems, right?

utterance: Yes, sir. If you have online banking with our bank. If you don't you can always go to our home page at Intellibank dot com . Go to the top right tab, access online banking and they'll walk you through the steps of setting up an online banking account. You'll just need a email address in order to start setting that up.

utterance: OK and we just use the email address that I have now on file.

utterance: Yes, sir.

utterance: Absolutely, you can even set that up as a security as well.

utterance: All right.

utterance: OK, I sure think I just want to make sure I get that right there.

utterance: OK, sir. Thank you Mr. Walker for your time and patience. Again, my name was Lesley. I hope you enjoy the rest of your day.

utterance: Thank you.

utterance: Thank you sir. Bye bye.

utterance: Bye bye.


utterance: Thank you for calling Intellibank. This is Daisy, how may I help you?

utterance: Hi Daisy, my name's George. I'm calling because I wanted to move money from my checking account to my savings.

utterance: OK George, I'd be happy to assist you with that today. Let's go ahead and pull up your account. What is your full name and address please?

utterance: Sure it's George Emery, and I live at one fifty-three Pinecone Circle in Branson, Missouri, and the ZIP code is five five three two four.

utterance: Thank you, and your date of birth?

utterance: It's September twenty-first nineteen ninety-nine.

utterance: And what is the name of your first pet?

utterance: I think it's Wink.

utterance: Wink, great. And then can you verify your checking account number for me?

utterance: sure, it's zero zero one six three nine two two one seven.

utterance: Wonderful. All right we've verified your account, thank you for that. And you'd like to transfer funds funds from your savings to your checking?

utterance: Yeah, I'm nervous about who may be watching my accounts, you know, and I need to I need it to look like I'm broke in my checking account.

utterance: OK. All right, and can you verify your account numbers for me? You already verified your checking account number, and so can you verify your savings account number for me?

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

utterance: Great. so your checking account balance is nine thousand one hundred and thirty and twenty-one cents And your savings account balance is three hundred and twenty-one oh eight. How much will we be transferring today?

utterance: I'd like to transfer it all.

utterance: Oh is it your intent to close this account?

utterance: No.

utterance: All right, well the provisions of your account do require you to maintain a minimum balance of three hundred at all times. A balance of zero would initiate an automatic closure of this account within the system.

utterance: Huh. OK, and what if I keep five dollars in my savings? Would that allow me that would that allow me to keep the account open?

utterance: an instance of falling below the minimum but funds remaining in the account would be subject to a three ninety-nine service fee for per month, that's true of either your checking or your savings.

utterance: Hmm I see, OK. Well I plan on making a large large deposit by the end of the week, but really I just need those funds in my savings account right now. So just to be sure, if I leave five dollars my account won't get closed?

utterance: That's correct.

utterance: OK, so let's move everything except five dollars.

utterance: OK George, one moment while I make those calculations.

utterance: All right, so we would be transferring nine thousand one hundred and twenty-five dollars and twenty-one cents. One moment while I prepare the transaction.

utterance: All right George, just to confirm, you authorized Intellibank to perform an internal money transfer in the amount of nine thousand one hundred and twenty-five dollars and twenty-one cents to be withdrawn from your checking account, number two three nine six four five three three oh one, and deposited into your savings account, number one one four three seven five two nine eight oh. This internal money transfer may take up to thirty minutes to complete, and you will receive an email confirmation once these funds have been transferred. With your permission, I will go ahead and submit this internal transfer request.

utterance: OK, yes please submit.

utterance: OK, George. This will just take a few minutes few seconds to complete, and when it's finished I'll have a confirmation number for you if you'd like to write it down.

utterance: OK. So, how's your day going, Daisy?

utterance: Oh it's going great, how's your day going?

utterance: it's all right, you know Friday can't come soon enough.

utterance: Agreed. OK George, I have this transaction number for you. Do you have a pen ready?

utterance: Yes ma'am, I'm ready.

utterance: OK, the number is eight nine nine one two seven three one two.

utterance: OK, eight nine nine one two seven three one two?

utterance: Yep, you got it. And your final balances are, savings account nine thousand four hundred and forty-six dollars and twenty-nine cents, and your checking account of course has five dollars. Is there anything else I can help you with today?

utterance: yeah could you repeat that? what's my final balance in the savings account? Also can you check why I can't log in online?

utterance: Sure, sure, absolutely. All right, so your savings account balance was nine thousand four hundred and forty-six dollars and twenty-nine cents. And I show here that you've never actually logged in online? You've never been granted the credentials yet. So let me pull up that information and.

utterance: all right, so if this is your first time using Intellibank's online banking you must click the first time users enroll here link, read and accept the online banking disclosures and enter your account number, your social security number, your date of birth and then create a password. Once you're all logged in you'll be prompted to choose and answer five security questions and also enroll in the one time security code feature. I actually sent this information to you via email, so once you read that if you have any questions or concerns you just give us a call back, but for right now do you have any questions?

utterance: No, I think that does it.

utterance: All right, George. Well thank you for calling Intellibank and have a great day.

utterance: You too. Thanks, bye.

utterance: Bye now.


utterance: Good afternoon. This is Steven of Intellibank. How may I help you today?

utterance: Hi, I'm calling cuz I have my credit card stolen.

utterance: OK. I can help you with that. So you're you're asking to cancel the credit card?

utterance: Well, I think, I'm gonna have to because I don't want to lose all the money in my bank.

utterance: OK. Excellent. Excellent. I'm sorry that's happened to you. I just wanna be sure that I'm I'm doing the what you're requesting me to do. I'll have to start off with some personal information and some of your account information. To start with, can I have your name and your date of birth?

utterance: Yup. My name is Bernadette Sampson. B E R N A D E T T E Sampson. S A M P S O N.

utterance: People get my name wrong all the time.

utterance: I would. I would have missed the P I think. So, thank you Mrs. Sampson. And your date of birth?

utterance: Yup. It's August eight nineteen eighty-seven.

utterance: OK. Thank you and can you give me the account number associated with this card?

utterance: Yup.

utterance: Hold on. Lemme look it up.

utterance: OK.

utterance: It is six zero three eight zero two three zero seven.

utterance: OK. Let me repeat that back to you. Six zero three eight zero two three zero seven.

utterance: Correct.

utterance: OK and what is the PIN number for that account?

utterance: Well, if you give me my PIN number, won't you have access to my account?

utterance: Well, I do have access to your account. I'm just verifying. but I can use another another means to do that.

utterance: whabye bye. I have a passcode here. What is your favorite city in Pennsylvania?

utterance: Altoona.

utterance: Altoona. OK. That matches.

utterance: And I'll just need a little bit more information just to verify that you are who you say you are. I hope you understand. If I could get you license number.

utterance: My license number?

utterance: Yes. It's on file. I just need to verify that you are you, Mrs. Sampson.

utterance: you know how long it'll take me to get that out of my pocket butt?

utterance: There is no rush Mrs. Sampson but I just wanna be sure that we're able to take care of your request to close this to cancel this credit card today.

utterance: good grief. This is such a pain in the butt.

utterance: I don't do you have any other way as in can you just do my address or something like that?

utterance: unfortunately, just to to close an account, this is the information I need just to verify as I said that you are who you said you are unfortunately, you can't do this online or anything. We need to do it over the phone. and I will need. I'll tell you what, Mrs. Sampson. If you could give me your mailing address.

utterance: Close my account? I don't wanna close my account. I just wanna close the card.

utterance: That's. I misspoke. I'm very sorry about that. What I meant was to cancel the card that your calling about.

utterance: All right. I can give you my address.

utterance: four twenty-three Sarsaparilla Drive.

utterance: San Antonio, Texas four three two one six.

utterance: OK. I'm sure you'll understand if I ask you to spell that drive for me.

utterance: Yup. S A R S A P A R I L L A.

utterance: It's a lot like Sasparilla.

utterance: Oh, right. Right. The like like the root beer. Exactly. OK and that's in San Antonio, Texas?

utterance: Four three two one six. Got it. OK, Mrs. Sampson. what I can do now is I see some activity on that card.

utterance: can you tell me the last transaction that you remember making on that card?

utterance: yeah. That was last night.

utterance: lemme look.

utterance: Yeah. That would have been sixty-one twenty-seven Taquito Chow.

utterance: Taquito Chow. Sixty-one twenty-seven. That's in California. Was that a mail order product or purchase?

utterance: Yeah.

utterance: Yes, it's a mail well, I did it online.

utterance: OK and that's. That's the last transaction that you remember making.

utterance: Correct.

utterance: let me share. There've been fourteen other transactions since then. and they're actually. They're all over the place.

utterance: Holy Cow!

utterance: And so.

utterance: Yes. just. If you could just verify that these transactions were ones that you initiated.

utterance: it show one at Lid's, a hat store, at a mall in San Antonio, Texas for eight hundred and twenty-seven dollars.

utterance: Did you buy some hats at the Lid's store.

utterance: Oh, good grief. No.

utterance: OK.

utterance: we'll mark that one as fraudulent. I show a gas station in Hoover, Texas for eighty-seven dollars.

utterance: Did you travel to Hoover, Texas to fill your tank?

utterance: I don't have a truck. That'll be a huge truck. No, it's not me.

utterance: OK. it it looks like somebody's travelling with your card. I also show a hotel in Brownsville, Texas. A Holiday Inn Express. was that you, Mrs. Sampson?

utterance: was not.

utterance: OK. Mrs. Sampson if you could verify your email for me. I will send you a copy of these fourteen different transactions that we're after the last one that you you remember and if you could just verify that you did not initiate these transactions and email it back to me. If you could just I have an email of Bernie Samp. B E R N I E S A M P at mail dot com. Is that correct?

utterance: That is correct.

utterance: OK.

utterance: At this point Mrs. Sampson, I have canceled that card.

utterance: we have. We will re-issue a card immediately and you'll receive that card in three to eight business days.

utterance: No one will be able to use that card till please destroy it or or throw it away. that that card is no longer valid and we'll have a new one in three to eight days and I'll immediately send the list of recent transactions to you via that Bernie Samp at mail dot com email.

utterance: So you could verify that you did not initiate those.

utterance: Now are you gonna give me a chip card because all the other cards that I've got in the past were chip were not a chip card. They're just a scan card so I think the chip cards are a lot more security.

utterance: So, it'll stop happen. If this continues to happen. I'm getting sick of it. I'm gonna change banks.

utterance: I understand, Mrs. Sampson. I understand your frustration. We do have a limited number of chip cards that are available. We're starting to switch over to those now. I will put a note on here that you requested one of those chip cards and I can't guarantee that they'll issue one of the chip cards but I will try to get your name in the queue for the chip card and have your replacement card be one of those chip cards.

utterance: Well, put a note on there that if I don't get a chip card this time, I'm I'm canceling all my accounts and going to another bank because I'm sick of this happening.

utterance: Yes, ma'am. I will include that with the request.

utterance: In fact, ma'am, I will. I will call the office responsible for issuance of those cards and I will do my very best to be sure that you get one of those chip cards.

utterance: All right.

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

utterance: No, it was. No.

utterance: OK. Thank you, Mrs. Sampson. Thank you for using Intellibank and I hope you have a pleasant day.

utterance: Yeah. Whatever.


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

utterance: Hi there. Listen, I'm a customer and I need help. I lost my credit card and I'm having problems with my checking account.

utterance: Oh, I'm sorry to hear that. And I can certainly help you with those issues.

utterance: I'm walking the streets of Venice. I'm on vacation.

utterance: Oh. That sounds nice. I've, I've always wanted to travel there. It looks like a really special place.

utterance: Although, I'm concerned regarding what you just shared with me. And I'm here to help.

utterance: OK. Well, I'm with my five daughters. And we're having a reunion of sorts. My oldest and I got into a fight at the restaurant called Vesuvio's. And now I don't know what to do!

utterance: Oh. well I'm sorry to hear that. Let's get started with that lost credit card you had just mentioned. Let me pull this up. Can I just have your full name, please?

utterance: Yes. It's, it's Terri. Terri Longmire. T E R R I. L O N G. M I R E.

utterance: OK. That's T E R R I. Longmire, L O N G M I R E. OK. Thank you Ms. Longmire. can you please just give me your date of birth?

utterance: Yeah. It's one twelve seventy.

utterance: OK. One twelve seventy.

utterance: Thank you. now Ms. Longmire, I need to ask you a security question. what is your mother's maiden name?

utterance: Her last name was Phoenix.

utterance: OK. Correct.

utterance: Thank you, Ms. Longmire. do you happen to know the number for that credit card that you just lost?

utterance: I, I've had that card for fifteen years. The number is two three four five. Three three four five. Four five three two. Eight eight seven nine.

utterance: OK. I'm just gonna repeat that right back. two three four five. Three three four five.

utterance: Four five three two.

utterance: Eight eight seven nine. OK. Yeah, it came up.

utterance: perfect. And may I ask the last date that you were wh~. I'm sorry Ms. Longmire.

utterance: When was the last time you. when was it that you lost this card?

utterance: Today. Right now.

utterance: Fifth of October.

utterance: Oh, got it. OK thank you. so Ms. Longmire, when was the last time that you used this card?

utterance: I just used it at the restaurant. But then, after my daughter and I got into it, she stormed off. I think she might have taken, but I just I, I think, I don't know. We should cancel it. Just to be sure.

utterance: OK perfect. I'm gonna go ahead and just cancel that card for you right now. done.

utterance: Wait. I wasn't at Vesuvio's. That was the restaurant we were at earlier. We were just at a cafe named Vlad's. They're so similar. I, I, I got confused.

utterance: Oh OK. Yeah, thank you for clarifying that, Ms. Longmire. I do see that as the most previous charge.

utterance: And what I'm doing now is I have officially reported your card as lost. And or stolen for you. And, what I'm gonna do now is I'm reissuing a new one.

utterance: Great. but what good is that gonna do me now?

utterance: Oh. So you'll receive that new card in four to five business days. I'm gonna go ahead and send this new card to the address that I have on file for you.

utterance: right now I'm reading that as four eight seven north Gallow Lane. That's in Buffalo, New York. Is that correct?

utterance: Yeah. That's right.

utterance: OK. Good. And in the meantime, of course, I knew you said you were on vacation.

utterance: I can have a temporary card issued to you. And you can ha~, go ahead and pick that up at any local Intellibank, for you, there in Venice. does that sound OK?

utterance: yeah. That sounds perfect.

utterance: Great.

utterance: All right. So to activate the card, all you have to do is just dial the number on the back. It'll be on one of these little glossy stickers, and just verify a few items with the digital key pad on your phone.

utterance: Do you have any kids? Mine are such a hassle.

utterance: Oh. I do. And, I can relate. And, I'm sorry about that.

utterance: What do I have to do next?

utterance: Well, I'm taking care of everything for you, Ms. Longmire.

utterance: You know, you know what? I've changed my mind. I wanna close my account.

utterance: Oh, most certainly. I'm, I'm so sorry to hear that. May I ask why?

utterance: I don't wanna see any surprise charges pop up. I just, I just wanna clean slate.

utterance: OK. just hold for me one moment. all right. Pulling that up. OK. All right. So, Ms. Longmire, I just wanna confirm the number to the account you'd like to close.

utterance: Hold on. Let me look in my purse. I have the number written down.

utterance: OK. I will hold.

utterance: OK. It's one two three five. Five five three two. Four five.

utterance: OK. Great. So, I'm gonna go ahead and just close down this account for you. And fulfill that request.

utterance: need to know though. Where shall I transfer the funds?

utterance: My other bank. That routing number is three four four. Three three two one. It's a checking account.

utterance: OK. Perfect.

utterance: All right.

utterance: I have taken care of this for you, Ms. Longmire. Appreciate you being a valued customer of Intellibank. And just wanna know, is there anything else I can do to help you with today?

utterance: No. Thank you for your help.

utterance: Thank you, Ms. Longmire. Have a great day.


utterance: Thank you for calling Intellibank. This is Sherrie speaking. How may I help you today?

utterance: Hi, I was needing to open a bank account.

utterance: OK. I'd be glad to help you with that. Were you wanting to open a checking or savings account today?

utterance: A checking account.

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

utterance: It is Daisy Bucannon.

utterance: OK, and may I have your street address?

utterance: Mhm it is two seven four, Gatsby Road, Magee, Mississippi. Three nine one one four. .

utterance: That's fine. And your phone number, please?

utterance: It is six oh one five one seven, seven one four seven. And then my social is four two seven, eleven, eight seven, zero zero.

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

utterance: It is March tenth, two thousand.

utterance: OK. Thank you for that information. gimme just one moment while get this pulled up into the system.

utterance: Oh, and how was your day ma'am?

utterance: Oh, it's been wonderful. I always enjoy helping our customers. How was your day today?

utterance: Oh, mines been good.

utterance: That's great. OK, I have your new account information generated. That new account number is going to be one six seven, two four seven three and our routing number is zero three, five three zero three four six seven. Was there anything else I could help you with today?

utterance: Mhm. I was also needing to close one of my accounts.

utterance: OK, was that gonna be a checking or savings account that you were closing today?

utterance: It's a savings account.

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

utterance: Mhm, It is seven one, seven four six eight, one five five.

utterance: OK, thank you. And I apologize for this. Just a moment ago, I forgot to ask we need to set up a security question. the options would be what is the name of your favorite pet? What street did you grow up on? What is your mother's maiden name, or what is your father's middle name? Which question would you like to set up as your security question, please?

utterance: well I don't know two of the answers for two of them. I guess I'll go with favorite pet. That would be Mocha. M O C H A.

utterance: Thank you. And I do have that updated to that first account. The one I just gave you the number to, so that's updated to that account specifically. I do apologize again for that inconvenience, but back to this savings account. the security question you had for it, may I have the street you grew up on, please?

utterance: let me think for a moment.

utterance: I believe it is Athens Road, Mendenhall, Mississipi, three nine one one four.

utterance: Yes, ma'am. Thank you for verifying that information. OK. And I already have the account number you must gave. I see you have a balance of twelve thirty-seven fifty-four and no pending transactions. So everything looks good to be able to either write a paper check or transfer funds to a different account. Which one were you wanting to do, please?

utterance: I would like to transfer funds to the new checking account.

utterance: The one we just opened?

utterance: Yes, ma'am.

utterance: OK, I'll be happy to do that for you. Lemme get this keyed in. OK. It's checking account number one six seven, two four, seven three. Routing number zero three, five three, zero three, four six seven. I've got that, and since it's an internal transfer the funds will be transferred immediately. So there'll be no waiting time on the being able to use your funds. You'll have access to them immediately. And your account will close. It'll be finalized within twenty-four hours. This cannot be reversed, so this is a final action. was there anything else that I could help you with today?

utterance: Mm, lemme think. yeah. I heard that y'all had a online app?

utterance: Oh, for the online banking? Yes, ma'am. I'd be glad to give you some information on that. our online banking tool is available twenty-four seven. it's online access. You just go to Intellibank dot com. That's I N T E L L I, bank dot com, and then, you would just create a user ID and password, answer security questions that you have on file with our bank to prove your identity and then it will take you back to the login screen. You'll log in with the information you just set up and then there'll be a drop down menu, and you can choose which account you would like to access. And you can go online, you can open accounts, close accounts, view your bank statement, download your bank statement. make wire transfers, internal transfers. anything that you can do in our help line when we're open nine to five. And we're always glad to help anytime any of our customers call us. So feel free to give us a call if you need help setting that up. like I said, we're always here to help. But this is a very convenient self-service. I use it myself. but yeah, it's just that easy. You just set that up, and then you'll have complete access to your accounts. was there anything else that I could help you with today?

utterance: Yes. I was actually wondering if there were any other ways to close a banking account or do I just need to call up here?

utterance: you can actually close your account with the online banking tool. You can also visit your local branch, and go in side and speak with a teller. And they'll be happy to complete that for you. That cannot be completed through the drive through or the ATM since it's a complex transaction that requires a verification of identity. But like I said, inside the bank at your local branch just speak with a teller there, and they'll be more than happy to assist you or either the online Intellibank dot com. You can complete the actions there. was was there anything else? I apologize. I didn't mean to interrupt. Was there anything else I could help you with?

utterance: no. I believe that's about it.

utterance: All right. Well thank you so much for calling Intellibank. Again, this is Sherrie, and you have a nice day.

utterance: Thank you. You too.


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

utterance: Hi, this is Peter Davis. I want to find my nearest ATM machine.

utterance: Oh, sure. No problem. We can help you with that. do you happen to know where you're located exactly? Do you have a street address?

utterance: I am at Main Street Austin, Texas.

utterance: Aww, the great music capital of the world. I see. OK, just a minute. Let me see what I can pull up for you.

utterance: Yes, I see. We've got quite a few around Main Street. Street. you might need to walk a little bit. Is that gonna be a problem?

utterance: No, not at all.

utterance: OK, it looks like maybe there's one within a ten minute walk from you.

utterance: That's OK.

utterance: I also want to know what my withdrawal limit is, and how many withdrawals I can make a day.

utterance: OK, sir, Do you happen to have your account number?

utterance: No, I don't know that.

utterance: OK, unfortunately, sir, without your account number, I'm not gonna be able to access that information.

utterance: Oh.

utterance: Yeah, I'm so sorry about that. But if you go to one of Intellibank's ATM machines, you'll be able to get that information directly from the machine itself. you can pull up a screen and either review it right there on the screen, or you can print out a copy, and it will let you know that information.

utterance: And on that copy, I can see how many withdrawals I can make a day?

utterance: there's actually another screen you could go into. I'm not sure if it gives you that information. But without your account info, I can't look that up.

utterance: OK, so I go to the machine?

utterance: Yes.

utterance: I print the the receipt?

utterance: Yes.

utterance: And then I can call you back, because on the receipt is my bank account number?

utterance: Yes, you can do that, sir, not a problem. yeah, we're here twenty-four seven. Yeah, definitely here for your service. let me go back to locating those ATM machines near you. So. We do have one about a ten minute walk. It's over on Elderberry Street. Do you know where that is?

utterance: Oh, that would be great.

utterance: Yes, I know where that is.

utterance: OK. If for some reason, though you know, occasionally our machines go down. There is a machine for Oklahoma Bank National.

utterance: Let's see.

utterance: I know that,

utterance: Too. My wife is there.

utterance: Oh, really? OK, so it's one street over from you. If you want to just pull out money and not have access to your account info, you can actually just use that machine. It's maybe a two to five minute walk.

utterance: Oh, OK.

utterance: Yeah, you can just pull out money from there. And typically there are fees associated when you use another bank's ATM to withdraw money.

utterance: Yeah, I called for the shortest one because it's pretty hot outside now.

utterance: yes, I understand, sir. It is pretty hot this time of year. So I'm not sure how much that fee will be, but they typically range sometimes between two to five dollars. so that will be.

utterance: Per withdrawal?

utterance: Yes, sir. Unfortunately. But we do have a program here with our own bank, where you can submit those receipts and we will pay you back for any of those withdrawals.

utterance: Oh, OK. I heard that there's an app that says where I can find the nearest ATMs?

utterance: Yes, definitely. So if you go to the App Store for your phone. Do you have an Android or an Apple phone? iPhone, great. So if you go to the Apple Store you can download the app for Intellibank. And once you set your online account up through the app, you'll be able to access just about anything, including your daily withdrawal limits, and how many withdrawals you can make a day.

utterance: iPhone.

utterance: I can just decide that myself?

utterance: well, no, there's a limit that's put on there. But, if for some reason in the future, if you think you need more money, per day to withdraw, you can call us and we can talk to our manager and see if you are qualifying for the increased limit.

utterance: Oh, yeah, but I think I gonna download that when I'm get home. And I will ask my daughter to come by and talk me through this. That will work. She is young and she will do everything on the phone. So that will be no problem.

utterance: OK, that sounds great, sir. So basically like I said, you go to the Apple Store. Download the app for Intellibank. All you have to do is enter in the set up your account with your login and your password. And from there, you will find all sorts of things that you can do within the app to access all of our offerings that we have through the bank.

utterance: I have another question. do you have a traveler's card?

utterance: We do. We have a traveler's credit card, specifically for traveling. You'll get rewards. You can sign up to get either get cash back, or you can get points to be applied to airline tickets.

utterance: And I can find information in. In the. The app?

utterance: In the app? Yes, sir. You can download the application. Or, you can fill the application out online and just hit submit once you're done. And you'll usually either have an immediate response. And sometimes if you don't, we'll have to review your application for further information. And get back to you. But we do have a high approval rate for all of those that bank with us that have great credit.

utterance: OK, that would be great.

utterance: So, any other problems or questions that we can help you with?

utterance: Nope.

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

utterance: Wonderful. So like I said, I'm Sandra with Intellibank. If you have any problems, call us back. We are here twenty-four seven to assist you.

utterance: OK, thank you Sandra, bye bye.

utterance: Bye, Mr. Davis.


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

utterance: yes, I'm trying to find out what my account balance shows.

utterance: OK. I can help you with that. So, you would like to find out what your account balance is.

utterance: Yes.

utterance: Could I please get your first and last name on. On that account or an account number?

utterance: I'm not sure what my account number is, but my name is Lisa Banner. It's spelled B A N N E R.

utterance: OK. Thank you, Miss Banner. do you prefer that I call you Miss Banner, or do you prefer I call you Lisa?

utterance: Lisa, please.

utterance: all right, Lisa. Can you also verify your date of birth and a social security number, please?

utterance: my date of birth is October eighth nineteen fifty-four. And hang on one second. I need to grab my social security card.

utterance: That's no problem Lisa, you just take your time.

utterance: Oh, OK. I found it. The number is five five four one one, nine seven five seven.

utterance: All right.

utterance: thank you for that information, Lisa. could you also confirm your home address me?

utterance: yes it's nine one one three two Fall Street in Calgary, Washington.

utterance: Right, that's perfect. Thank you. one last thing. There is a three digit number on the account for security purposes. It's a three digit pin. Could you tell me what that pin number is?

utterance: Oh. Oh, man. That would have to be my husband. Hold. Hold on one moment let me ask him.

utterance: Jeff.

utterance: Jeff.

utterance: What's the PIN on the account number at the bank? Jeff.

utterance: What was the PIN?

utterance: He he's telling me the PIN is six seven nine.

utterance: Alright.

utterance: Alright. Thank you Lisa. That is correct. That is your PIN number. I have your account information now. Which account would you like me to look at for you? Your checking, your savings, or your credit card?

utterance: I. I just need the balance for my checking account, please.

utterance: OK. Let me get that for you. Give me just one moment. While I'm looking that up, how is the weather in Calgary today?

utterance: It's. It's all right. It's a bit chilly but not terrible. Are you not in Washington?

utterance: That fall weather is starting to set in here, too. No. I'm actually. I'm located in the Missouri call center.

utterance: Oh, my. I thought all of the businesses were local here.

utterance: We actually have call centers all over the US , but you got me here in Missouri today. Alright, Lisa. I have that information for you. It looks like your checking account shows a balance available of nine hundred and eighty-seven dollars and forty-three cents.

utterance: You don't show anything is about to deposit, do you?

utterance: Let me take a look here, Lisa. I'm sorry Lisa, but I don't show any deposits pending right now. Were you expecting funds to be deposited into your account today?

utterance: Yes, my husband. He got a work check that was supposed to be direct deposited this morning. But we haven't seen anything in there and it's looks like it went through this morning based on his works end.

utterance: OK I understand. Let me look here again. Right now I do not see that deposit pending but it is possible that that deposit has been sent by your husband work and it's just not available in your account yet . Do you happen to have access to your account through our website?

utterance: Through your website?

utterance: Yes, yes Lisa. Intellibank offers an online banking that allows you to look up your account activity online . it's basically an online system where you can look up any kind of deposits or withdrawals that you may have. You can actually transfer checks or deposit checks through that system. if you have access to the internet, I can walk you through on how to set that up.

utterance: I have to do it through the Intellibank website you're saying?

utterance: Yes, Lisa. It's. It's on the Intellibank website. I think you've added an S in there accidentally and I just want to make sure that you get to that right site. it's Intellibank. I N T E L L I B A N K dot com is the address. Do you need me to help you walk through that?

utterance: OK. We don't really use the Internet, so I'd really rather not set that up.

utterance: OK, that's no problem Lisa. I understand. Intellibank has operators here Monday through Friday from eight a.m. to five p.m. and Saturdays and Sundays from eight a.m. to noon. If you'd like to call back during those hours, we'd be more than happy to keep checking your account for you again to see if that deposit has been made.

utterance: Alright. OK, thank you. I. I think I'll do that. I'll just give you guys a call back. Or if you have some kind of an automated system.

utterance: Yes, we do. We actually do, Lisa. We have an automated system that you can call directly. It's a system that you can call from our number, One eight hundred nine seven five two two one One. and that is a direct number that takes you to our Nelly system. She's basically an operator where you can put your account information in and she'll provide you that all automatically.

utterance: Alright?

utterance: Do you have any other questions for me today, Lisa?

utterance: no, I don't think so. Can you give me that phone number one more time?

utterance: Yes. It is one eight hundred nine five five, two two one one. All right? Anything else I can do for you, Lisa?

utterance: No thank you. I think I have everything, thank you.

utterance: You have a great day, Lisa and thank you for choosing Intellibank.


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

utterance: Hi, yes. I'm calling to open an account please.

utterance: Sure, I can help you with that. What type of account would you like to open?

utterance: Well, I'm not really sure. Can you give me some ideas on what type of accounts you have?

utterance: Absolutely. we offer checking and savings accounts. We also have loans, auto loans, and credits. We offer a platinum, gold, silver and a cashback rewards card.

utterance: OK well, how about we start with opening a checking account and if I would like savings we'll go we'll go from there.

utterance: Absolutely. Sounds great, ma'am. May I start off with getting some personal information from you today?

utterance: Sure.

utterance: What is your first name?

utterance: My first name is Melissa.

utterance: Melissa and what is your last name?

utterance: Joseph.

utterance: Joseph. And can you spell that for me please?

utterance: Sure. Joseph is capital J O E S P H.

utterance: Perfect. OK. And just so you know, all of our accounts come with checks for free for all account holders.

utterance: Mkay.

utterance: All right Melissa, can I please have your date of birth?

utterance: Sure. It's February fourteenth nineteen ninety-six.

utterance: Oh, Valentine's Day baby. How exciting!

utterance: Yup. Always is.

utterance: All right Melissa. And, your social security number?

utterance: Ooh, I didn't know that you were gonna need that. Can you give me one minute to go get my wallet and get you that number?

utterance: Absolutely, ma'am.

utterance: Sure. Hold on one sec. Thank you. All righty. I am back.

utterance: But I do have a little bit of an issue and I am sorry about this. I can't seem to find my social security card and I honestly do not know the numbers by heart.

utterance: Not a problem. I do understand ma'am, but unfortunately I cannot assist you any further with opening an account without that information. I hope you understand.

utterance: I do. I guess I'll just have to wait and to get a new card to get my account opened. Thank you.

utterance: Not a problem. is there anything else that I can do for you today?

utterance: Yes, actually you can help me find a branch.

utterance: Sure. May I just have your street address please?

utterance: Sure. It's fifteen oh one Northeast Thirty-Fourth Court in Fort Lauderdale Florida three three three three four.

utterance: Oh, sunny south Florida. I'm super jealous. It's starting to get so cold here.

utterance: Well, I'll be more than happy to change with you. I love the cold. It's too hot.

utterance: I am super jealous. I haven't seen a beach in years. There's not a beach for hours near us.

utterance: Oh, where are you located?

utterance: Oh, we're over here in South Dakota.

utterance: Wow. OK. All right, well you have my address. Did you find any banks that are near my location?

utterance: Oh, sorry about that ma'am. I was just waiting on my computer.

utterance: No, not a problem.

utterance: can I get that ZIP code one more time here?

utterance: Sure. It's three three three three four.

utterance: Three three three three four?

utterance: Yes.

utterance: OK.

utterance: Four threes and a four.

utterance: In sunny South Florida. All right, I see that there are a few locations in that area. The closest one to you is approximately two miles away at twenty-one twenty-two North Palm Road. Then I have another location about three and a half miles away at fourteen twenty East Oakland Street. Both locations are open until five p.m. today and open at nine a.m. tomorrow.

utterance: OK. Actually, that's perfect. The first one. But can you do me a favor? I'm sorry. I didn't get a chance to write that down. Can you give me the information? Thank you. What's the address?

utterance: Not a problem.

utterance: The one closest to you? The two miles away?

utterance: Yes.

utterance: Twenty-one twenty-two North Palm Road and that is in Fort Lauderdale Florida of course. the ZIP code three three three three four.

utterance: OK. So, two one two two North Palm Road, Fort Lauderdale Florida three three three three four.

utterance: Yes, ma'am. Would you like the phone number for that location as well?

utterance: Yep.

utterance: Sure. Actually, that would great.

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

utterance: All right. Thank you very much.

utterance: And again, those hours of operation at that location are nine a.m. to five p.m. Eastern Standard Time.

utterance: Oh.

utterance: OK. Thank you very much. I think that's kind of all that I need help with today.

utterance: Well, thank you very much for calling for calling Intellibank. Again, my name's Lori. I hope you have a great day.

utterance: You too. Thank you so much. Bye bye.


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

utterance: yes. I just called a little while ago. And I was asking about how I could make a deposit when there wasn't a branch close to where I'm staying?

utterance: OK. Who am I speaking with today?

utterance: This is Jill Baker.

utterance: Oh, yep. Jill, I do remember talking to you earlier. Were you able to make that deposit online like we discussed?

utterance: so I tried to login. Like I tried to log back into my online bank account to make that deposit there like we talked about.

utterance: But it keeps telling me my password is incorrect. so can somebody possibly help me with that?

utterance: OK. Jill, unfortunately I don't have access to locate your passwords.

utterance: But there should be an option on our website where you can at the login point where you can say that you've forgotten your password and it will take you to a link where you can reset that.

utterance: Yeah but I did that but I'm not sure what my email is that I used to create the account. So I've tried so many times to try to figure it out that I got locked out.

utterance: OK. Would you like me to transfer you to our Intellibank's ITSD department and they can maybe help you get that unlocked?

utterance: No. I mean. So actually I really need to get this deposited soon. I I was wondering like can I make the deposit through the ATM or whatever? I I can call back later to reset everything online. But I just want to get this deposited first if it's possible.

utterance: Yeah. You can make deposits at any Intellibank ATM. Would you like me to help you locate an ATM location near you?

utterance: Yeah, that'd be great actually.

utterance: OK, Jill. So what is the address you are trying to locate an ATM near?

utterance: It's five zero six it's Franklin and it's Kansas City, Missouri.

utterance: OK. Is that Franklin Avenue or Franklin Street.

utterance: I'm sorry. Yeah, it's a street.

utterance: OK, and what is the ZIP code there?

utterance: The ZIP code is six seven one zero nine.

utterance: All right. Give me just a moment to look up a couple of location for you. OK?

utterance: Yeah, that's OK. Also at the ATM so I just deposit with my card or do I have to fill out a deposit slip or something? Like is there something I need to do beforehand?

utterance: yeah Jill. So you do use your debit card to make that deposit. And you can bring your own deposit slip or at the ATM they should have those available for you as well.

utterance: you you literally though will have an envelope for you when you get there. You can put either your own personal deposit slip or one of the ones that you receive whenever you go to the ATM there in order to make that deposit.

utterance: I have also found a couple of ATM locations for you as well. If you'd like I usually like to provide our customers with at least two locations just just in case they run into any kind of conflict with one of them, they have a backup. If you have a pen I can share those with ya.

utterance: Yeah, I'm ready.

utterance: OK.

utterance: So the first one I have for you says that it's one point three miles from your address and it's located inside of a Kroger grocery store. The address to that location is eight nine zero Baldwin Avenue and that's Kansas City, Missouri. Did you need me to repeat that address?

utterance: Yeah, you said eight nine zero, correct?

utterance: Yes. That's eight nine zero Baldwin Avenue.

utterance: OK. I got that one written down.

utterance: All right. Give me just another second.

utterance: just in case you experience any issues at this location, our records also show that the ATM the ATM is open for service. But just to be safe, in case there's any kind of outside preventatives like construction or something that may affect you getting there we also have another location and that one is two point one miles away.

utterance: And that is a stand alone drive-through ATM location. And it looks like that's in the parking lot of the Hy Vee grocery store.

utterance: And the address there is three four zero nine West Jolly Road, J O L L Y.

utterance: And that's in Liberty, Missouri. Are you familiar at all with that location?

utterance: no, not really. I'm sure I could find it. But you said three zero nine West Jolly Road. Is that what you said?

utterance: No. I'm sorry. It was three four zero nine Jolly Road.

utterance: Not three zero nine. Three four zero nine. I'm apologize.

utterance: OK. Got that one too.

utterance: can you tell me is it safe to put cash into these ATMs or or will it won't like get lost or I won't lose it or anything?

utterance: Yeah, Jill. So it is safe to put cash in the ATM.

utterance: the ATM should be secure and as long as you follow deposit instructions no one should be able to access that.

utterance: I do want you to be aware that cash deposits made at the ATM do not always post to your account immediately but they should show up pending in your account immediately.

utterance: So until that cash amount can be confirmed then the balance won't be actually credited to your account. But they will show it pending until they're able to pick that deposit up.

utterance: So do you know how long it takes them to confirm that?

utterance: Yeah, so each ATM is different but there should be pickup times on each ATM whenever you go to visit. It should be listed right on the front of that ATM and tell you what time those those deposit locations or I'm sorry those deposit times are.

utterance: and what they do is they just send someone by usually twice a day to pick those up.

utterance: OK. Does it tell you those times in your system. Can you tell me if one of those ATMs has certain times?

utterance: unfortunately, it does not. Generally the pickup times are around eight a.m. and three p.m. daily. But those can vary some by location. It just depends on who's picking them up.

utterance: OK. So as long as I beat the afternoon pickup then that's good, right? If I get there now before three, somebody should get it today?

utterance: Yeah, that's correct. Somebody should get it today. If you if you get there today by three you you somebody should be able to pick that up today and get that deposited in your bank account and get that confirmed for ya. Was there anything else that I could do for you today?

utterance: Nope. I think that's it.

utterance: OK, Jill. Well thank you for choosing Intellibank. You have a good day. OK?

utterance: OK.


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

utterance: Yes, hello Jerry. My name is Evelyn Richards, and I'd like to update my email address.

utterance: Happy to assist you with that Ms. Richards. I. In. For account security, I just need to ask a few questions. what is your date of birth?

utterance: It's eleven eleven eighty-four.

utterance: OK. And Ms. Richards, what is the last four of your social?

utterance: It is eight two six eight.

utterance: Thank you for that, Ms. Richards. And also, Ms. Richards, what is your home phone number?

utterance: OK. My home phone number is six seven eight. Two zero two. Four two five three.

utterance: Thanks, Ms. Richards. And how is your day going today?

utterance: The day is going well. Very happy I got a lot done.

utterance: Good to hear that! Good to hear that. I'm glad that you are having a good day.

utterance: Well, thank you!

utterance: have you been able to get ready for the holidays?

utterance: I'm just in that process, so I'm looking forward to it.

utterance: Hopefully, this year with, you know. It'll be better than last year with all of the restrictions due to the pandemic.

utterance: I agree, and I think it will be definitely better than it was.

utterance: Indeed indeed. And you said you wanted to update your email address? Is that correct?

utterance: That is right.

utterance: All right. And what did you want to change your email to?

utterance: I want to change it to E Richards one at mail dot net.

utterance: OK. that's E Richards one at mail dot net?

utterance: That is correct. Mhm.

utterance: OK, I was able to go ahead and get that updated, Ms. Richards.

utterance: OK, thank you! And I also would like to update my phone number as well. My add a cellphone.

utterance: OK.

utterance: OK. You wanna add a number?

utterance: Yes, I would.

utterance: OK. And what is that number?

utterance: OK, it's four seven eight. Three six one. Eight zero three one.

utterance: OK. And that number is four seven eight. Three six one. Eight zero three one?

utterance: Yes.

utterance: OK, I was able to get that updated for you, Ms. Richards. And just so that you know, you can go online as well. do you. Are you aware of online banking with us?

utterance: Yes, I am.

utterance: Terrific. Well, just so that you know for future reference, you can go right online via online banking with us here at Intellibank, and you'll be able to update your account information as well as make changes or add phone numbers and addresses if you need to right there online at your convenience.

utterance: OK, thank you for that!

utterance: And is there anything else I can help you with?

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

utterance: OK! We're happy to do that for you. I just need to get this pulled up for you, Ms. Richards. If you would, Oh. Do you know what your account number is?

utterance: I don't know what my account number is.

utterance: OK, well Ms. Richards unfortunately, without having the account number, we wouldn't be able to process a wire transfer due to security reasons.

utterance: Why?

utterance: great question. the reason being, Ms. Richards, is because you have several accounts here with us. And also because of that, I wouldn't know which account you would want to pull funds from. And also, as a extra layer of security just to ensure that for your protecting of your funds, we don't move funds out of your account without knowing what the account number is.

utterance: OK, yes. I understand that. So I guess I can just call. You know, go and get that information and then call back.

utterance: You can't.

utterance: You can. Now an alternative as well for you, Ms. Richards, is believe it or not, again you can go to our online banking, and you are able to access your account there. And you can get your account number there as well as make the wire transfer yourself right there online.

utterance: Well, thank you! you just mentioned that, so that's exactly what I'll do!

utterance: Terrific, Ms. Richards. And is there anything else I can assist you with?

utterance: No. There's nothing else for now.

utterance: Well, Ms. Richards, again I'm sorry I was unable to assist with the wire transfer, but I'm glad that we were able to at least get taken care of updating your email information.

utterance: yes. I'm glad I got that done, too.

utterance: And again, just go online, and they'll. You you could be able to get that wire transfer taken care of yourself. We certainly appreciate you giving us a call here at Intellibank.

utterance: All right. Well, thank you for your help.

utterance: You have a great day.

utterance: You as well.

utterance: Bye bye!

utterance: Bye!


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

utterance: Yes. I got something in the mail today about my loan.

utterance: I don't have enough money to do today so what are my options?

utterance: Happy to help you with that, ma'am. And, let me see, I'm just going to need some information to pull up your your account. ma'am first of all what's your name?

utterance: Elenor Richards.

utterance: OK. And Ms. Richards are you a you're a customer with us correct?

utterance: Yes.

utterance: All right. I'm just gonna need to verify your account with us. if I could ask what is your date of birth?

utterance: Eleven eleven eighty-four.

utterance: All right. And also what is your home phone number?

utterance: Six seven eight two zero two four two five three.

utterance: Terrific. Terrific. And for security purposes what is your mother's maiden name Ms. Richards?

utterance: Sanchez.

utterance: OK. Thank you. Thank you. I. And you said you received notification in the mail from us about your loan?

utterance: Yes I did.

utterance: OK. what is. I see you've got a few here. what is your loan account number with us Ms. Richards?

utterance: Well just a second let me.

utterance: Get that. OK.

utterance: OK. All right. It is nine eight four six five nine one.

utterance: OK. That number is nine eight four, six five nine one?

utterance: Yes.

utterance: Terrific. Terrific. And Yes. All right. I was able to pull up your account with us Ms. Richards and Yeah. I. I see you're right that we sent you something in the mail here about your loan. It appears the payment is due today. and the payment amount due today is six hundred and thirty seven dollars. what might be an option because you're. You're right you said you don't have enough funds in the account, what you can do if I may suggest if you want, if you have cash or something of that nature or money order, you can come into the branch and you can make a payment that way on your loan, just do it in person. if. Since you don't have the accounts in your. The funds in your account. Does that make sense there for you, Ms. Richards?

utterance: Yeah. I prefer to do that.

utterance: Terrific. Terrific. do you know where a branch is near you? Or are you on the road, are you traveling?

utterance: No.

utterance: OK. Yeah. Well I'll be happy you help you locate a branch near wherever you might be. If you would, let me ask, what is the street address that you're at so that I can pull up a branch near there?

utterance: OK. It's one one seven Hall Street.

utterance: OK. That's one one seven Hall Street. And that's in what city?

utterance: Dayton.

utterance: Dayton. And that state is?

utterance: Ohio.

utterance: All right.

utterance: OK well you know Let me say this. I. You know, was at the grocery store and it you know the people in there just seem like they just don't want to work or something. you know. Have you ever felt that way?

utterance: Oh I can understand sometimes it seems like people are distracted I guess right?

utterance: Oh yes.

utterance: Well. You know, you know hopefully you know they'll get better at that. I. I. I don't know what to say about that sometime other than you know talk to the manager. But sometimes even that is you don't have time to do that.

utterance: Exactly.

utterance: OK. So the one one seven Hall Street branch.

utterance: Sure sure. I was able to find a location that's about a half mile from there that's at twenty-two eleven

utterance: Jefferson Road.

utterance: Yeah, that'll work.

utterance: OK. Terrific. Terrific. And let's see here. Is there anything else I can help you with there Ms. Richards?

utterance: Yeah I need to know what my last transaction is on my credit card.

utterance: OK. Which credit card?

utterance: Platinum. Plutonium.

utterance: yes. on the platinum card you have with us. we see here that that let me just pull up your let's see if I could pull that up. I just need to get your platinum card number ma'am.

utterance: Yes.

utterance: All right. Well can you hold on while I get it out of my purse?

utterance: Sure.

utterance: OK. All right I have it.

utterance: Go ahead.

utterance: Four four seven nine six five three two, seven four four six three nine two six.

utterance: OK. All right I was able to pull that up for you Ms. Richards and on your platinum card I see the last transaction was from October the tenth. And it was a transaction at Neiman Marcus for three hundred and twenty dollars.

utterance: Good. I just wanted to get that amount. Thank you.

utterance: And again is there anything else we can assist you with?

utterance: No.

utterance: Ms. Richards again, thank you again for giving us a call and hopefully we'll be able to assist you further once you stop by the branch today.

utterance: OK.

utterance: You have a great day.

utterance: You too.

utterance: Bye bye.

utterance: Bye.


utterance: Good morning. Thank you for calling Intellibank. This is Sherry speaking. What can I do for you today?

utterance: Hi, Sherry. I'm not sure, I hope.

utterance: OK, let's give it a shot. what seems to be the problem?

utterance: I got a call a little bit ago asking about a purchase I made. I didn't answer. They left a message. But my wife just called as well and said they. The card wasn't working. Who called? And what's going on?

utterance: Sure. Well, that was our fraud account calling, it sounds like. let me go ahead and get your info, and we'll look into it for you.

utterance: Sure.

utterance: Can I have your first and last name?

utterance: It's gonna be Jacob Lamp.

utterance: And do you have your account number, Mr. Lamp?

utterance: Yeah, I do. Give me one second. Sorry. I'm back. I had to run to the other room. And the number is going to be zero zero one three five nine oh eight five six.

utterance: OK, I have that as zero zero one three five nine zero eight five six. Is that correct?

utterance: Correct.

utterance: Great. Thanks, Mr. Lamp. And can I have the last four digits of your social security number and your birth date?

utterance: Yeah. It's going to be eight eight two zero. And the birth date is going to be three thirteen, two thousand and one.

utterance: OK, perfect. Thank you. And for security purposes, what is your mother's maiden name.

utterance: Heart, H E A R T.

utterance: OK, thank you. All right, I have your account pulled up now. And it seems like fraud was trying to get ahold of you over a purchase made last night for one thousand thirty-six dollars even for Walmart dot com.

utterance: Well, glad they called. That was absolutely not me. Great. Is this going to be a mess to deal with?

utterance: I know it can be frustrating, sir. But we'll take care of this. I promise you.

utterance: Hey, by the way, while you've got my account pulled up, can you change my number on there?

utterance: Sure. I can do that for you. I'll go ahead and do it right now. what is your new number?

utterance: It's gonna be nine one four nine four four twelve sixty-eight.

utterance: OK, I have that as nine one four nine four four one two six eight. Is that correct?

utterance: Yes, it is. And now do I call back Ameribank fraud?

utterance: I can actually just connect you to Intellibank's fraud protection service. And that way, you will have all of your info pulled up for them, and it'll be faster. if you can just wait on the line a minute, I'll go ahead and connect you.

utterance: Yeah, sure. Thank you.

utterance: OK, just one moment.

utterance: OK, sir, I have Intellibank's fraud service here for you. I'm going to go ahead and hang up and let you guys take care of this. But if you should need anything else, please call us back. And once again, my name is Sherry. And you have a great day, Mr. Lamp.

utterance: Thank you, Sherry. You have a great day too. Bye.

utterance: Mm, bye.


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

utterance: Hey Diamond, how are you?

utterance: OK. How are you doing today?

utterance: doing pretty good, doing pretty good. So I I have a weird question for you. Are you ready to perform a bar rescue?

utterance: OK.

utterance: What?

utterance: I'm not really sure what that means.

utterance: OK. So I. I need well I need to do a couple things. First thing first, my brother, my kid brother, he has a bar and he went into the bar business and doesn't know what he's doing. And, big brother that I am, am coming to to to save the day. And perform a bar rescue and I need to send him some money.

utterance: Oh wow. OK. Well hope I he gives you unlimited drinks for that.

utterance: me too.

utterance: OK. So is. Is he a customer with Intellibank?

utterance: No he's not.

utterance: OK. OK. So what I would suggest would be a wire transfer.

utterance: OK.

utterance: Because that would be the fastest way for you to get him money because he's not also an Intellibank customer. just to let you know though, Let me ask you, is it a domestic or. OK great. So that's only. It's a five dollar charge.

utterance: Yes.

utterance: OK. That's fine.

utterance: Is that OK with you?

utterance: OK perfect. So first of all, let's get some information from you. What is your first and last name?

utterance: my first name is Drew.

utterance: OK.

utterance: And the last name is Summers.

utterance: OK. Is it. It's S U M M E R S?

utterance: Yes.

utterance: OK Mr. Summers. And what's your date of birth?

utterance: It's April ninth.

utterance: OK.

utterance: Nineteen eighty-five.

utterance: And your security question which is who is your favorite teacher?

utterance: Miss McGlaughlin.

utterance: OK. And. OK. So what is the account number that you want to withdrawal the funds from?

utterance: OK the account number is.

utterance: Mhm.

utterance: OK. It's zero three.

utterance: Mhm.

utterance: Six six one.

utterance: OK.

utterance: Seven five.

utterance: Mhm.

utterance: One nine zero.

utterance: OK perfect. OK so you have twenty-two thousand dollars in that account.

utterance: How much do you want to wire?

utterance: I think the. I think you mean to say you had twenty-two.

utterance: You had twenty. Yes.

utterance: five thousand dollars.

utterance: OK.

utterance: OK and what is the. I need the routing number and then the bank deposit number of where we're gonna be transferring. You know, sending over the wire to that.

utterance: Right.

utterance: OK.

utterance: The routing number is zero zero one.

utterance: OK.

utterance: Six oh seven.

utterance: Mhm.

utterance: Nine six five.

utterance: OK. And the account number?

utterance: OK account number is oh six seven.

utterance: Mhm.

utterance: Oh two one.

utterance: Mhm.

utterance: One nine.

utterance: Seven one.

utterance: OK. OK so I'm sending this up and It'll take about ten to fifteen minutes for him to get that money.

utterance: And as I said there's a five dollar fee. So your account balance now is sixteen thousand nine hundred and ninety-five dollars.

utterance: OK.

utterance: OK. And

utterance: OK. So is there anything else that we can do for you today?

utterance: Yeah. I also. I wanna open up another checking account. This You know, for myself cuz I'm gonna take over some of the bills with this to try to get him back on track with this.

utterance: OK.

utterance: OK.

utterance: so I wanna open a checking account.

utterance: OK. what did you want to take that from the savings account? OK. So we're gonna take it from that account number.

utterance: Yes.

utterance: And open up a checking. OK. And how much to do want to put into the checking?

utterance: Correct.

utterance: let's do six thousand on that one.

utterance: OK.

utterance: I'll do six thousand and then OK. So then your savings account will be now at ten thousand nine hundred ninety-five.

utterance: OK? Just to let you know. And to let you know also there are no fees when opening up an. A checking. There are no monthly fees. There's no maintenance fees, there's no fee to set this up with us today.

utterance: Mhm.

utterance: Yup.

utterance: So, you're all good and that actually will go in well it. Pretty quickly. It's. It'll it'll be. All together when you get your bank card.

utterance: In the mail.

utterance: We'll be sending you out a. You know a new bank card for this checking account.

utterance: Right.

utterance: It will.

utterance: It takes five to seven business days. We say that, but it usually is quicker than that. I'd say it's like, maybe like. Usually takes about three to four.

utterance: But just in case we overestimate. So you'll get that card and then when you get the card, you. There will be a sticker on the card to prompt you through everything. And then maybe a day or two before you get the actual card, you'll get your PIN number. You don't have to keep that PIN number. You can go in and it'll show you how to change it .

utterance: If you want to, you know, have an authentic one. You don't have to keep the one that we gave you.

utterance: Everything will be self-explanatory.

utterance: And is like, is there anything else I can help you with?

utterance: While you're waiting for your card, do you have any questions?

utterance: yeah just I guess real quick Online banking. If I. set up for online banking, would I be able to manage all these accounts in one spot?

utterance: Mhm.

utterance: Yeah.

utterance: Yes. And I would totally recommend that for you. It's really simple, easy, convenient. You don't have to speak to me or any of the other agents. it's just basically twenty-four hours for you.

utterance: OK.

utterance: So what I can do is is I can send you over the link that will set you up with all of that.

utterance: just give me an updated email if you can, when you're ready. I'll. I'll take that.

utterance: yeah it's D Summers The letter D, Summers.

utterance: OK.

utterance: Mhm.

utterance: nineteen eighty-five.

utterance: OK.

utterance: At Gmail dot com.

utterance: OK.

utterance: OK perfect. So I'm gonna send that over to you.

utterance: Look for that email. And as I said it's really easy. But if you need any help you could always call us back.

utterance: Our customer service line is open until eight p.m. Eastern. And it's you know. We're here to help. All the time.

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

utterance: No that's it. I've tried everything. Thank you so much.

utterance: All right, have a great weekend. Thanks.

utterance: You too.


utterance: Hello. Thank you for calling Intellibank. This is Jenny.

utterance: Hi Jenny. my name is Gladys Johnson.

utterance: Hello Gladys.

utterance: And I have some account at your bank. And what I need to do is to transfer some money from my checking account to my savings account. Can we do that on the phone?

utterance: We can. I'd be happy to help you with that. so lets see. To get started I'm going to need to confirm your birthday please.

utterance: OK. My birthday is six one fifty-seven.

utterance: OK. And lets see. And and your four digit PIN code please.

utterance: I think lets see. Is that the one? Oh. That must be zero nine one nine.

utterance: OK. Perfect. And lets see. And just to verify you who you are again, the name of your favorite film please.

utterance: The Red Shoes.

utterance: OK. Great.

utterance: That was such a good, old film. I loved it.

utterance: I've never seen it. What was it about?

utterance: Oh it's about ballet. You should see it.

utterance: Oh. Well I will for sure. I'll keep an eye out for it. OK. And then you said we were transferring funds for you today. Is that correct?

utterance: OK.

utterance: Yes. That's correct. From my checking account to my savings account.

utterance: OK.

utterance: And the account number, please?

utterance: zero seven one three.

utterance: Mhm.

utterance: Six six zero.

utterance: OK. One minute while I pull that up. OK Gladys. That doesn't seem to be pulling anything up. Are we sure we have the number right?

utterance: Oh let me try again.

utterance: OK.

utterance: Zero seven.

utterance: Zero seven.

utterance: One three.

utterance: One three.

utterance: Six zero six.

utterance: six zero six. All right. OK. That does pull up your checking account. And lets see. What account are we going to be transferring into?

utterance: Yes.

utterance: To my savings account.

utterance: OK. And that account number please.

utterance: that would be almost the same. That would be zero seven one three.

utterance: Mhm.

utterance: mhm

utterance: Six zero six zero.

utterance: Six zero six zero. OK. So that is in fact your check your savings account. And what is the dollar amount you wanted to transfer?

utterance: one hundred and fifty dollars. I got some really nice extra money this month from unemployment, and so I'm gonna try to save it for what I need.

utterance: Oh. That's wonderful. All right. Let's see. So that. You said that was one hundred and fifty dollars from checking into savings?

utterance: That's right.

utterance: Correct.

utterance: OK. One second while I take care of that. All right Miss Gladys. So your resulting balance in checking is one hundred dollars even. And resulting balance in savings is three hundred and eight dollars.

utterance: OK.

utterance: OK.

utterance: Three hundred and eight dollars. Wow. That sounds pretty good doesn't it?

utterance: It sure does. You're working hard to save that money.

utterance: Yeah. Did you say you were in Vermont?

utterance: I didn't, but we are in Vermont.

utterance: Oh. I thought so. I thought so. What's the weather like out there?

utterance: Oh, the trees are starting to turn you know? It's definitely getting to be fall.

utterance: Yeah.

utterance: Is it getting cold?

utterance: It's starting to cool off a little from summer. And where are you?

utterance: I'm in Colorado.

utterance: Oh. And how's the weather there?

utterance: It's beautiful. Right now, again, we're just starting to turn into fall. the weather's cooling off. We sure do need some rain though. But it's beautiful out here. I sure do love the mountains. Do you have mountains near where you are?

utterance: No, not where I am. However, lets see. I'm I'm sure that the snow pack will run up our rain totals in the winter. And lets go ahead and see if I can help you with anything else on the call.

utterance: OK.

utterance: No, not right now.

utterance: Could I tell you about our online banking? That would allow you to not only check your account balances, but transfer funds, bill payments, apply for loans, all sorts of things.

utterance: Oh.

utterance: Uh-huh. Really?

utterance: Well can you tell me a little bit about it?

utterance: Mhm.

utterance: Sure. You. There's no service fee for it. we we would set up your account with your email address and a password. Then you could freely move between your accounts and take care of all the things you need. Including you could chat with us online. and yep, and we would still be available by phone if you have any troubles. Would you be interested in doing that?

utterance: Oh.

utterance: Oh, really?

utterance: Well that's.

utterance: Yeah.

utterance: It does sound pretty interesting. Yeah. Do you have some information you can send me?

utterance: I do. I've got a bunch of information, a pamphlet, and some other informations we can go ahead and send that to you. And then when you make up your mind, you can just let us know.

utterance: OK.

utterance: OK. Great. Well now you have my address don't you?

utterance: I don't. What is that please?

utterance: It is twenty that's it Oh OK. I remember my address correctly. I'm sorry. I'm a little old and a little confused. My address is three nine six Marina Boulevard.

utterance: Three nine six Marina Boulevard. And you said that was Colorado Springs?

utterance: Yes.

utterance: And your ZIP code please.

utterance: One oh seven oh six.

utterance: Alright. Thank you so much for that information. We'll get this out in the mail to you as soon as possible. Is there anything else I could help you with?

utterance: No thank you. You've been very helpful. I appreciate it.

utterance: Well thank you very much for calling and you have a great day.

utterance: OK. You too.

utterance: Bye bye.


utterance: Hello, good evening. Thank you for calling Intellibanking help helpline. How may I help you today?

utterance: Hi. Yes, can I get some more information in regards to internal transfers, I believe?

utterance: Oh, sure, yes. here at our bank we do internal transfers. though it will not be a charge to you since you are, I believe. I'll have to look up in your account and then see if you have. If you've been an existing customer. Have you ban~. Have you banked with us before?

utterance: Yes, but the only think is I can't remember my account number on your on file.

utterance: OK, no problem. Oh, please forgive me, I forgot to even ask you for your first and last name. May I have your first and last name please?

utterance: Yes. First name's Kenya. Last name's Moore.

utterance: OK, Mrs. Moore, may I have your date of birth please?

utterance: You may. Eleven eleven nineteen seventy.

utterance: OK, sounds great. And ma~. Also, I need to ask just one more piece of information to for security reasons. Can you please provide me with either your account number, or the last four digits of your social please?

utterance: Oh, my social. I'm glad you guys do it that way. The last four is four three one one.

utterance: Perfect. OK, let me pull your account up. Just give me one brief moment. OK Mrs. Moore, I have your account ready up here, and you said you were interested in doing an internal transfer. Is that correct?

utterance: That's right.

utterance: OK, and how much money we looking over to transfer today?

utterance: just a few thousand. I was wondering, do you guys do a cap, or like a I'm not sure how many internal transfers I can do with your bank.

utterance: Oh, OK, well I'm glad you mentioned that. We actually have a cap as far as how much money you can transfer with your internal transfer. It's Our limit is ten thousand dollars. That's the cap for you to do that. Is tha~. Will that work for you tonight?

utterance: Yes. That let's me know how much I could start out with.

utterance: OK, well since you couldn't provide me with you account number, I do have your social here. That's fine, I can go off of that, but for security reasons I will need to know your last transactions. So, your first. Just give me any transactions that that took place in the last five days with your checking account.

utterance: Perfect. I made an order yesterday through Amazon. It was in the amount of twenty dollars and ninety-nine cents.

utterance: Perfect. I see that right here. OK, and I believe. So you. When we do this internal transfer we're gonna be doing it with your checking and savings account. Is that correct?

utterance: That's right.

utterance: OK, for your savings account I was able to verify the Amazon order. That's perfect. Can you please provide me the last transaction or the recent transactions that took place with your savings account, whether it's a withdrawal, or a deposit, or anything of that nature?

utterance: Yes. I did a deposit on Friday. In the amount of one hundred dollars to my savings account.

utterance: OK.

utterance: Perfect. Yes, I see that on here. So, perfect. Wherever the. Where was. I'm able to verify both documents, that you have a savings account with us, as long. I mean, as well as a checking account with us. Thank you so much. Oh, wow. I seen you've been banking with us for the last about twenty years. That's so awesome, Mrs. Moore. Thank you so much for banking with us. We appreciate your your service.

utterance: You're more than welcome.

utterance: OK, Mrs. Moore. So just to clarify, you would like to do an internal transfer? Do you know how much money you're gonna do with us today?

utterance: Yes. Today it's gonna be for four thousand and five hundred dollars.

utterance: OK, so we're gonna do forty-five hundred. Is that coming from the checking account or the savings account?

utterance: Savings.

utterance: OK, so we're gonna move. We're gonna withdraw forty-five hundred and put that into your checking. Is that correct?

utterance: Yes.

utterance: OK. Just give me one brief moment. I'll be able to transfer that money over. OK, Mrs. Moore, that money has been transferred over. Please allow within the next twenty-four to forty-eight hours for that transaction to be posted to your account, and you should be good to go.

utterance: Perfect. That was very easy.

utterance: Yes, it is. We love being able to provide these services over the phone. did you have any other questions?

utterance: yes. I'm not sure if you know this off the top of your head, but what are your

utterance: Operating hours?

utterance: Oh, yes, sure. Not a problem. In order for me to do so we have a lot of local branches branches, I'll just need your direct home address and I'll be able to look that up for you.

utterance: You got it. Sorry.

utterance: You.

utterance: No, not a problem. Thank you Mrs. Moore. Can you please provide me with your street address, please?

utterance: Forty-seven sixty.

utterance: Perfect, and can you please provide me with the state and city that you live in?

utterance: City is Greenacres. State is Florida.

utterance: Perfect. OK, that's great Mrs. Moore. Just give me one brief moment. OK, Mrs. Moore, I see you have about four local branches near your address stated. would you like to have the closest one to your home, or do you care where it's at?

utterance: Closest is better. I'm getting old these days.

utterance: I definitely understand that. I'm getting old as well. OK, so the closest one is about four miles from your home address, and they're operating hours are from eight a.m. to six p.m., Monday through Friday, and they're open on Saturdays from, briefly from twelve p.m. to five p.m. and on Sundays they are closed.

utterance: Perfect, and do you guys also offer the inside ATM services at your locations?

utterance: We sure do, but in order to access those accounts, you would. accounts, I apologize. Access those ATMs, you would need to have your debit card in hand. There will be a a little machine on the side of the door. You just swipe your card in and the door will automatically open, and then it will shut as soon as you walk in. Please go alone when you visit these banks. We don't . ATMs will. . It's just a a one person type of operation. So when you go to the ATM it's just one person can fit in there. Not like if you have to bring your kids or anybody with you, just one person and then it closes after that. Just with limited access and as far as space, and just for security breach reasons we like to just keep it to one person at a time.

utterance: Thank you, that's very good to know.

utterance: Not a problem, Mrs. Moore. Do you have any other questions?

utterance: I think that's about it. You've been very helpful today.

utterance: Thank you so much for calling Intellibanking. You have yourself a great day.

utterance: Thank you so much. You do the same.

utterance: Bye bye.

utterance: Bye.


utterance: Welcome to Intellibank. This is Rose. How can I help you this afternoon?

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

utterance: I'm doing pretty good. Thank you so much for asking and how about yourself?

utterance: I'm doing pretty good. I have a question for you. I was looking at my statement that I just received in the mail for the charges for last month and I see something on here that I don't recognize. that I don't recognize the amount or the the company that's charging me, so I'd like to actually dispute that transaction. I was wondering if you could help me with that.

utterance: Certainly. I can definitely help you with that. It's so frustrating when you find out you know something's definitely missing and you didn't take it.

utterance: Right. Right.

utterance: So let me ask you a few questions so we can get to the bottom of this for you. I know you said your name was Kim. Is that Kimberly or just Kim?

utterance: just Kim.

utterance: OK Kim. I need your last name and your date of birth.

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

utterance: All right. Thank you so much and I have to ask you your security question. What is your mother's maiden name?

utterance: It's Murphy.

utterance: All right. Thank you so much. And the your address that we have on file?

utterance: Sure. My address is forty-nine Holland Drive. And that's Philadelphia, Pennsylvania one nine one zero one. but I I've I also have just moved. I think I went online and updated updated this, but my previous address is seventeen hundred Willowbrook Lane number three hundred. it's also Philadelphia, PA, but the ZIP is one nine one two seven.

utterance: OK that's the one that we actually have on file for you.

utterance: Oh OK. If we can would you be able to update that or do I need to

utterance: Sure.

utterance: Certainly. I can take care of that. Bear with me just a few moments.

utterance: OK. Great. Thank you.

utterance: You're welcome.

utterance: OK Kim. The next thing I need from you is your account number.

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

utterance: Thank you so much. And the dollar amount we're disputing today?

utterance: Sure the the dollar amount is one hundred and ten dollars and sixty-seven cents. And the charge date was September seventh.

utterance: OK. And the reason you're disputing this is because well you basically didn't do this and you don't recognize the charge. Correct?

utterance: Right. Exactly.

utterance: OK. I just have to ask you a few more questions. They're gonna sound kinda silly but I do have to ask them because I have to get this information to the dispute department. OK?

utterance: Sure. No worries.

utterance: OK. So is there anyone else that has access to your account?

utterance: no. No one has has no one with my permission has access to my account, I should say.

utterance: And do you have any regular membership or subscription fees that come out of this account?

utterance: the only regular subscription I have that comes out is Netflix actually every month and that's you know that's only like, I don't know, something under twenty dollars, seventeen or eighteen dollars or something. so I know it's it's not affiliated with that.

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

utterance: I did try to look up the business name online but I didn't see a customer service telephone number anywhere. I did reach out via email and I've never got any type of response, so that's why I decided to call you guys to dispute it.

utterance: Certainly. OK. I do believe I have everything that I need from you Kim. What I'm gonna have to do now is put you on a brief hold because I need to get this over to the dispute department. We're gonna have to go ahead and not close your account. I apologize. We have to put a hold on your account so no further fraudulent transactions can take place and I have to get this information over to the dispute department so that we can start the investigation. OK?

utterance: Oh OK. No worries.

utterance: OK. Thank you.

utterance: OK Kim. I apologize for that hold. This transaction is now being investigated. OK and I just need to get a couple pieces of information from you just to make sure that we can contact you once the investigation is closed. The phone number and the email address that we have on file, can you please give those to me?

utterance: Sure. My phone number is seven one seven nine nine three zero seven eight five and my email address is K Johns seven seven seven at Gmail dot com.

utterance: All right. Thank you so much. So we have put a hold on your account so you won't be able to use it until this is finished. However, that generally takes between three to five business days. So the department will be contacting you. they'll first send you an email and then someone will be calling you. they may need more information or not to get this taken care of. I did wanna let you know, and I don't know if you're aware of this with our our bank, if this is found to be a fraudulent transaction in fact the bank will cover that charge. They'll put that money back in your account. Oh so you're not gonna be missing any money.

utterance: Great.

utterance: OK great. Wonderful. Thanks so much. I appreciate it.

utterance: OK.

utterance: You're very welcome Ms. Johns. Was there anything else that I could help you with?

utterance: no that's everything.

utterance: All right. Thank you so much for calling Intellibank and I hope you have a wonderful rest of your day.

utterance: You too.

utterance: Thank you. Bye bye.

utterance: Bye bye.


utterance: Thanks for calling Intellibank, my name is Cassidy. How can I help you today?

utterance: I love your bank. I've heard so many good things. I want to support you all and maybe do some business. How long does it take?

utterance: it should take no time at all. all I need is some information and the time it takes for you to provide it should be all that we need. How does that sound?

utterance: Oh. Incredible. Let's get started.

utterance: May I ask what time of banking product you're interested in?

utterance: Any of them. All of them.

utterance: Oh. That's wonderful. may I suggest we open a checking account to get started? Does that sound OK?

utterance: Yes. I like the sound of that.

utterance: Great. What's your full name and date of birth?

utterance: OK. So my name is Doris. D O R I S. And my last name is Terwilliger. That's T E R W I L L I G E R.

utterance: I was born four five eighty-two.

utterance: OK. Let me just look that up. Perfect so Doris this is spelled D O R I S T E R W I L L I G E R. And you mentioned your date of birth is four five eighty-two. Is that correct Ms. Doris?

utterance: That's correct.

utterance: Perfect. So Doris what I need next is your social security number.

utterance: I just threw up.

utterance: I have the common cold. I'm sorry if I sound sick.

utterance: That's not a problem at all Ms. Terwilliger.

utterance: I'm so sorry to hear that.

utterance: I hope you feel better. And just gonna need that social whenever you're ready. Feel free to hold for a moment when you feel better.

utterance: yeah OK. Just take a sip of water here.

utterance: All right. Yep. My social it's gonna be one one two five three nine two four three.

utterance: All right, perfect. I'm gonna repeat that back to you just so we confirm that the information I have is correct. to open up this Intellibank checking account. I have Ms. Doris Terwilliger, born four five eighty-two. And her social is one one two dash five three dash nine two four three.

utterance: Yes. So let's go ahead and set up a security question for you. there are quite a few different questions we could ask you. You know, Ms. Terwilliger, this is just to verify your identity. And we do this just to make sure that everything to do with the banking products are secure and safe. there are Well the first three I'll go over. one is the name of your first pet the second would be your mothers maiden name. another suggestion I might be able to make would be a street that you grew up on. which one of those suggestions sounds good to you as far as setting up this security question goes?

utterance: yeah. It's gotta be something that I'll remember. I. You know what I don't often remember my first pets name. I was really young. So I I always. There's like two different pets that I could pick. So, no, I can't do that one. Mom's maiden name? No. She was adopted so she she finally knows her true birth father now but I I don't know if I should use her old maiden name or her her her her real maiden name. it's too confusing. I'll just go with the street I grew up on.

utterance: That's gonna be Kanner.

utterance: Yep yep. That's it. Kanner. Put that down.

utterance: So is is my account ready yet?

utterance: OK. And can you spell that for me?

utterance: Kanner? Yeah it's gonna be K A N N E R.

utterance: Alrighty. So perfect. So I have the Intellibank checking account open. And I have your security question down as the street you grew up on as Kanner?

utterance: And that is all put down. just need a moment to finalize all the information. Yep, OK. We are all done. is there any other issues that you need me to help you with today, Ms. Terwilliger?

utterance: do you know if I'm gonna be getting any checks with this checking account? Or is everything really online these days?

utterance: yeah you can check all of that information online.

utterance: OK sounds good.

utterance: All right, wonderful. Thanks, goodbye.