utterance: Good afternoon, thank you for calling 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 great Kim, thank you so much for asking. How about yourself?

utterance: I'm doing great. I'm out visiting a friend in Portland Oregon and I've been taking in the local sights. I've never been out here to the West Coast before so I've been been enjoying myself. It's definitely totally different, I'm I'm an East Coast girl and it's been really cool seeing the you know the the stark difference in not just weather but kinda people and the energy and everything.

utterance: How is it out there? I've always heard it was a real cool vibe I'm very interested.

utterance: Yeah.

utterance: It really is, it is amazing and I say if you ever get that opportunity definitely make sure you travel out here. It's it's wonderful, and the music scene of course is just beyond anything that I've ever experienced. The live music out each night you know, is I love it.

utterance: I've heard quite a bit about the music scene, I have a friend who lives in Tewaaraton and he has some friends that perform out there. He even told me that he knew he had met Kurt Cobain and knew most of the people that were in Nirvana before they became famous when they were just a garage band. Yeah. So I've always wanted to come out and check out the the food scene mostly.

utterance: Oh, OK.

utterance: Wow.

utterance: Wow.

utterance: That's awesome.

utterance: Oh yeah, the food is amazing. and oh my gosh. Literally it's amazing. Everything I've experienced.

utterance: I h~

utterance: Oh my gosh.

utterance: I wish you could.

utterance: I was gonna say I wish you could send me a picture so I could just see.

utterance: You're too funny. That's awesome.

utterance: Well, I'll have to live vicariously through you. until I can get out there.

utterance: Until you get out here.

utterance: OK. Well I was I was calling because I'm actually I haven't and been able to have access on my phone for some reason . I'm not getting any bars where I am. and I need to transfer some money from my savings over to my checking so I have access to some money out here.

utterance: Mhm.

utterance: OK, I can totally help you with that. So we're changing over from your you're putting money from your checking to your savings, or was it the other way round? I'm sorry.

utterance: That's OK. The other way round, from my savings to my checking. Right.

utterance: Savings to your checking. OK.

utterance: All right. I can definitely help you with that. I just have to ask you a few questions so that I can get into your accounts to make your internal transfer.

utterance: OK.

utterance: I know you said your first name is Kim. It's just Kim, not Kimberley?

utterance: Right. Just Kim.

utterance: OK.

utterance: Thank you, and what is your last name?

utterance: my last name is Johns. It's J O H N S and my birthday is April twenty-fourth nineteen seventy-seven.

utterance: OK thank you so much for providing that. I do 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 can you please provide me with the withdrawal account's number of your savings account?

utterance: Sure. my savings account number is one one two one zero zero zero five nine four.

utterance: Thank you so much. And Miss Johns, what is the dollar amount that you would like to transfer to your checking?

utterance: two thousand dollars please.

utterance: And no change?

utterance: No change, right.

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

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

utterance: OK. So we're transferring two thousand dollars even from your savings to your checking. Bear with me just one moment while I initiate this transaction.

utterance: OK thank you.

utterance: You're very welcome.

utterance: OK Miss Johns, I have initiated that transaction. It takes just a few moments, you should be getting a confirmation from me in your email address. And could you please provide that for me so I can make sure we have the right one on file.

utterance: sure. It is K Johns seven seven seven at Gmail dot com. and I I do see I actually got a notification for the for the email. That came through so. You all must have the right address on file.

utterance: Fabulous.

utterance: OK.

utterance: Awesome. And I just wanted to advise you of your new account balances. it looks like in your savings now you have one thousand five hundred and twenty-two cents.

utterance: OK.

utterance: And then in your savings you have three thousand and eleven dollars even, no change.

utterance: OK. That you meant in my checking?

utterance: I mean in your checking. I'm sorry, I said the same thing.

utterance: OK.

utterance: No, that's OK. I just wanted to make sure.

utterance: So sorry about that.

utterance: No worries. And while I have you actually since my phone isn't letting me use it to do any online banking or anything can I bother you to help me find an ATM around here?

utterance: I sure can. give me an address that you're at or close by and I'll see what I can find for you.

utterance: sure, I will give you the address. Hold on, I I jotted it down at the restaurant we just ate at. See here. Oh here it is. It is eight two eight South West Second Avenue.

utterance: OK.

utterance: And that is in Portland, and the ZIP code is nine seven two zero four.

utterance: All right, thank you so much. Bear with me just a few moments while I find something that's hopefully within walking distance. I don't know if you're on foot or driving.

utterance: I I have I can do either. so we are driving but I also can walk to something if there is actually something close enough, that would be awesome.

utterance: OK.

utterance: OK Miss Johns, I've found three in the vicinity that you're in and they're all in walking distance.

utterance: OK.

utterance: OK, so the first one we have is at seven hundred South West Fifth Avenue and that's within the Pioneer Place. It's open right now and it closes at six p.m.. and we have another one at six oh two North West Twenty-first Avenue.

utterance: OK.

utterance: And that's at the Quick Stop market and that market closes at two thirty a.m.. Isn't that a weird time to close?

utterance: Yeah that is strange.

utterance: Really strange.

utterance: and then I found one that's twenty-four hours, that's five fifteen North East One Hundred and Second Avenue. And that's in seventy-six. I'm assuming that's a also a gas station and that one's open twenty-four hours.

utterance: Awesome. OK.

utterance: Well thank you so much for your information and for your help today, I really appreciate it.

utterance: Oh you are very welcome. Was there anything else that I could help you with Miss Johns?

utterance: no, that's everything. Thanks again, have a good one.

utterance: Oh you are so very welcome. You have a great day too. Bye bye.

utterance: Bye bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: Hello this is Peter Davis I want to update my street address.

utterance: OK sir I would be glad to help you with that let me pull up the screen and let's get that started. OK your name again? I'm sorry. What was your name again? Peter Davis. OK, I need to get some identifying information from you to get that set up. For the address change, could you please provide me with your date of birth.

utterance: Peter Davis.

utterance: November fourth nineteen sixty-eight.

utterance: OK do you happen to have your driver's license handy? Or the last four of your social security number.

utterance: give me a second please. my driver's license is five zero zero two one four eight one.

utterance: So I've got five zero zero two one four eight one.

utterance: Correct.

utterance: OK, and we have a security code set up on your account. Do you happen to know what it is?

utterance: That's mullen.

utterance: OK, great. And let's see, so you need to update your home mailing address?

utterance: Yes.

utterance: OK, so I currently have five forty-nine West Avenue Austin, Texas.

utterance: That's the old one.

utterance: OK, so what what is your new home address?

utterance: The new one is one thousand Marilyn Street Austin, Texas seven eight one two two.

utterance: OK, one thousand Marilyn Street, Austin, Texas seven eight one two two.

utterance: Correct.

utterance: OK, let me go ahead and verify your email address I've got Peter sixty-eight Davis at Gmail dot com. Is that correct?

utterance: Yes.

utterance: OK. is there any other information we need to update?

utterance: How long does it take till I get my new statement my bank statement at my new address?

utterance: OK sir, so that goes into effect immediately once I complete the screen and we send out statements the very beginning of the next month following the close of that statement. So let's see today is the thirteenth, so it should be just fine. You will be getting the new statement for this current month at your new home address and that you'll get it in November, so shortly after the first of November you should be receiving it.

utterance: That's perfect.

utterance: we also have the option where you can get it done electronically. Is that something that would be interested you'd be interested in?

utterance: No no no no no.

utterance: OK. So we'll keep you on the paper statements coming to your home. we also have. are you a member of our online banking system?

utterance: Not yet.

utterance: OK, would you like to be set up? We can do that over the phone right now, or is that something you would like me to send you some information so you can review it at home?

utterance: I'd rather have the information to review it.

utterance: OK, so I can send that to email or to your home address. Do you have a preference?

utterance: Email please.

utterance: OK, so I'm going to send out information regarding our online banking system, to your Peter sixty-eight Davis at Gmail dot com . email.

utterance: Oh, I just got a tornado warning here. how's the weather there?

utterance: Oh, I'm that's pretty scary Mr. Davis. well outside it's pretty sunny and warm here. Gosh yeah I did see on the weather that the the weather was pretty bad in the Austin, Texas area. That's that's pretty scary sir . Please stay safe.

utterance: Yeah, yeah.

utterance: OK let me let me go ahead and finish some information with you so that you you can do what you need to do. I know you have to take cover and stuff sometimes those storms come through and it's pretty dangerous so let me see what other things we got to go through. If you've gotta hang up please just let me know. Don't don't hesitate.

utterance: I will no problem.

utterance: OK. So let's see you are a member of our traveler's credit card right?

utterance: Ye~

utterance: Yes.

utterance: so we have a new card that's just come out. It's the platinum traveler's card. Would you be interested in applying for that today?

utterance: what is the the benefits?

utterance: So the benefits on that one is you get three times the points every time you use it. So right now you may only get one dollar per per amount of money that you spend. And with this new credit card you'll actually get four dollars. Or four points.

utterance: And without an extra cost?

utterance: It there is a higher cost on the annual fee. That's two hundred dollars a year, but if you use it quite often those rewards that you get back pretty much outweighs the cost of the card.

utterance: Can you send me also some information about that?

utterance: Sure, I'd be more than happy to do you want me to send that over to you via email?

utterance: Yes, please.

utterance: OK, I'll get that sent right over to you. let's see, and you do have a savings account set up with us it looks like. Do you have any other cards that you would be interested in receiving?

utterance: No, I'm good for now.

utterance: OK and we see that you have a a loan with us right now. Would you be interested in re-financing your auto loan? We're offering some really low interest rates right now.

utterance: Not at the moment.

utterance: OK, if you happen to be interested that I can send that information over to you. you're more than welcome to just give us a call, and we can get that information to you.

utterance: OK.

utterance: is there anything else you would be interested in learning about today?

utterance: No, that's it.

utterance: OK Mr. Davis well we appreciate your business that you've been a great customer let's see since nineteen eighty-five. So yay, you've been an awesome customer, we're so appreciative of that. please just call us back with any questions, problems or if you want to apply for any further loans. This is Mary, and I'm with Intellibank, so please call us back with any problems that you have. We're here to help you.

utterance: OK, thank you very much Mary. Have a nice day.

utterance: You're.

utterance: You're welcome. Bye bye.

utterance: Bye, bye.


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

utterance: Yeah I need to make a wire transfer.

utterance: yes sir, I can totally help you with that.

utterance: Great.

utterance: And can you give me you first and last name and your Social please?

utterance: Yeah, Jack Feefuss. F E E F U S S. Feefuss. Social's two eight one six one four two eight one.

utterance: Yes sir, thank you for that. And now can I have your date of birth please?

utterance: Three nine seventy-one.

utterance: Yes sir, thank you. And I need a a an authenticating ID number on your account to provide for you to provide so I know that it is you. can you provide me with your account number?

utterance: Which account number is that? The sixteen digit?

utterance: Yes sir.

utterance: Or the or the twelve d~? Oh OK I got you. It's two three one four one two two three six nine nine four. Wait. Wait that's the old one. Hold on a minute. Have you got the new card? Where is it? I need it now please. Hold on just a sec. Hold on .

utterance: Yes sir.

utterance: all right thanks, thank you. Thank you baby. Alright here it is. It's six nine four four four four one two three one two two three three three.

utterance: Yes sir. Yes, sir.

utterance: Is that right?

utterance: Sorry about that.

utterance: Thank you for that for that information. And now I need to verify the security question that is on your account for security. what street did you grow up on?

utterance: My bad.

utterance: I grew up on New House.

utterance: On New House. OK, thank you sir for that. And and also what can I help you with today?

utterance: Well I need to make a transfer. Now it's gonna be international. it's gonna be in Germany. We're getting our new beer kit. We're gonna start making our own beers. Tired of this crappy beer around here.

utterance: Yes sir. I can totally help you with that. can you can you give me the withdrawal number on the account please?

utterance: So.

utterance: On mine?

utterance: Yes sir.

utterance: Yes, ma'am.

utterance: It is nine six seven seven six one.

utterance: Yes sir. And I want to verify the funds in there for you. right now it shows that you have a two thousand six hundred and eighty dollar balance.

utterance: That looks right in my ledger ledger book yep.

utterance: And how much were you wanting to wire?

utterance: It's gonna be a six hundred and eighty-one dollars and fifty-seven cents. Six eighty-one dot five seven.

utterance: And because this is an international transfer, I did wanna let you know that there can be some fees associated with that if the transfer does not go through.

utterance: And how much?

utterance: It'll be a ten dollar and fifty-nine cents fee.

utterance: What? I'm just kidding. I was kidding. You go ahead.

utterance: Yes sir. Yes I just wanted to let you know that in case that something did not go through well then that a fee would incur on your account. I did wanna let you know that this will be active tomorrow and it will be done by three o'clock.

utterance: That.

utterance: That's fine. That's fine.

utterance: that'll take a while but I'll I'll call up. I'll call up the beer company and let them know.

utterance: So that way.

utterance: Yes sir and we will send you information through your email address that we have on file.

utterance: Is it Jack Feefus at G mail? F E E F U S?

utterance: Yes sir it is. Thank you for that.

utterance: OK.

utterance: Cool.

utterance: And can I have the deposit routing number that we are gonna be associating with this transfer?

utterance: Yes. It's gonna be three three one three two seven three two eight one.

utterance: OK, thank you so much for that. And let's see. is there anything else I can help you with?

utterance: Did y'all need my drivers license or anything like that?

utterance: Yes sir, please provide that for me.

utterance: OK, cuz usually you guys want that too so. Sorry I'm just jumping. I know you know what you're doing but

utterance: A all. All the information I can verify helps.

utterance: OK.

utterance: It's E six five seven oh one seven C.

utterance: Yes, sir.

utterance: Yes sir, thank you very much for that. And I wanted to tell you a little bit about our online banking if you aren't familiar. Our online banking is great for twenty-four hour access to all the things that the bank does do here. and we also have a checkless deposit where you don't have to have a check to deposit funds into your account. you just take a picture of the check and you send that on through. also you can make wire transfers very easily through our online automated system. you can also check your daily balance. You can also check your savings account. You can also check our daily internal fees for like car loans in our daily our daily mail assists for that. you can also find different ATMs around different areas of where you live and if you aren't familiar with the area in which you're gonna be in, just give us a call back and we can also help you track some of those ZIP down.

utterance: Yeah.

utterance: Oh, OK. I

utterance: That might help me find an ATM too if I need.

utterance: Yes, or a bank. Or or or a qualifying bank that you could go in person if you need to.

utterance: That's great.

utterance: Oh OK.

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

utterance: Nope. I guess that's pretty much it. I corrected that one thing y~. Yeah OK that's yeah. That's all good and I think we're good to go.

utterance: OK sir, thank you very much.

utterance: So six eighty-one.

utterance: Fifty-seven, right?

utterance: Yes sir.

utterance: OK. And we're getting a big beer kettle and a little small vat and we're gonna make our own beer yeah.

utterance: Yes sir. totally think that's a great idea.

utterance: Alrighty.

utterance: And thank you very mu~.

utterance: Well, thank you.

utterance: Ma'am. I appreciate it.

utterance: Thank you very much for calling Intellibank and you have a wonderful day.

utterance: You too.

utterance: Thank you.

utterance: Thank you.

utterance: Bye bye.

utterance: Bye.


utterance: Hello, my name is Mike, welcome to Intellibank. How may I help you?

utterance: yes hey my name is James. I'm trying to locate the nearest branch. Toward me or near me.

utterance: And and also what are the hours of that branch?

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

utterance: well I'm near, let me see, I think I'm near Brazos and Congress Avenue.

utterance: Wait, no no no no no, that's not right it's Congress and Brodie Avenue.

utterance: And what city is this in sir?

utterance: Hold on just a moment, I just flew into town. oh my.

utterance: Have you ever just kind of forgotten where you are? It's just a.

utterance: It's really strange sometimes. I fly all the time and here I can't even tell you the city right now.

utterance: Have you ever forgotten anything?

utterance: no sir, I've never forgotten what what what city I live in. but I understand sir. You you're new to this city?

utterance: Well yes, this is my anyway no I flew into Denver, I'm sorry so so yes. I'm in Denver, had to just go look at my ticket stub about where I just landed, sorry.

utterance: That's no problem sir and the state is Colorado, I presume?

utterance: yes, Denver is in Colorado, I do know that.

utterance: OK, one moment sir.

utterance: So in and around the area sir of Congress and Brodie Avenue there is a Intellibank ATM about one mile down the road from Brodie Avenue.

utterance: the withdrawal limit of the Intellibank ATMs is one thousand dollars and there is not a withdrawal fee.

utterance: And then there's another bank near your location about a mile and a half down the road on Congress

utterance: And that is not an Intellibank ATM. That is a Sunrise Bank's ATM.

utterance: With a withdrawal limit of five hundred dollars and a two dollar fee if you're not a member.

utterance: And in regards to your our your hours question sir, our hours for the branch locations are eight to four eight a.m. to four p.m. sir.

utterance: OK, so these are branches with ATMs. OK, I gotcha.

utterance: OK.

utterance: That's perfect.

utterance: Would like any further information about online banking so you can check your accounts more conveniently in the future?

utterance: no, I just needed the location.

utterance: Yes sir, is there anything else I can do for you?

utterance: no, that's it. I do thank you.

utterance: Thank you sir. thank you for calling bye bye.


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

utterance: Hi this is Peter Davis speaking. I want to make a transfer from my savings account to my checking account please.

utterance: OK I'll be happy to help you with that sir. I'll need some information from you. Can you please let's see your name is Peter Davis?

utterance: Yes.

utterance: OK let me type that in. your date of birth?

utterance: November four nineteen sixty-eight.

utterance: November fourth nineteen sixty-eight? can I please get some ID from you? Do you have your drivers license number or the last four numbers of your social.

utterance: Yes.

utterance: I have a drivers license. That's five zero zero one no no no. Five zero zero two one four eight one.

utterance: OK.

utterance: OK let me repeat that back. Five zero zero two one four eight one?

utterance: Yes.

utterance: OK and the last bit of information I'll need is your account number. Do you have that with you?

utterance: I have it not at hand.

utterance: OK sir I'm really sorry but without that account number I'm not able to pull up any information to further assist you. is.

utterance: How can I solve this then?

utterance: do you have a bank statement handy or your checkbook?

utterance: No at home. I don't have that with me.

utterance: OK so the best thing to do is once you get home open your bank statement and it will be located on the top right-hand corner. if you can't find your bank statement you can open your checkbook and it's the last digits underneath the bottom of your checkbook by your signature.

utterance: OK and I have another question. can you see where the nearest ATM machine is for me?

utterance: Sure let me go to another screen. Let me close this out. Just a moment please. OK so, let me go into the screen here. And so what street address are you at?

utterance: I am at Mary Lynn Street in Austin, Texas.

utterance: OK do you know a cross street? Is there another street nearby you see?

utterance: no.

utterance: OK lemme let me pull up Mary Lynn and see what I can come up with. OK it looks like there is we do have a ATM probably about a ten minute walk from you.

utterance: That's OK.

utterance: OK so, what I can do is I'll tell you the the directions. So you're gonna go about two to three blocks south. Take a right and then you're gonna go up that street for about a five minute walk.

utterance: OK.

utterance: but because that's probably a little confusing to you what I can do is send you a text message of the map and it will help get you there much more easily.

utterance: Oh that will be great.

utterance: OK. Do you have your phone number and I'll send a text to you?

utterance: Yes that's five one two four eight seven zero one four three.

utterance: So I'll repeat that back to you it's five one two four eight seven zero one four three?

utterance: Yes.

utterance: OK let me prepare that. It's just gonna be a screenshot of the ATM and some basic directions to get you there . would you be interested in any other information, like an ATM from another bank that is near you cuz there are several.

utterance: No, no.

utterance: No no but that ATM does it do cash deposit because I need to do a deposit there.

utterance: Yes sir it does. Actually it does.

utterance: Oh that's great.

utterance: Yes it you can deposit up to five hundred to a thousand dollars daily there.

utterance: Oh, but it that ATM that will show me my bank account number right?

utterance: Actually sir it doesn't. It only shows the last four digits of your bank account so we won't be able to do anything with that. it it does something does print out on the receipt but that's not really helpful to us. We are not able to pull up that information without the entire account number.

utterance: Mm.

utterance: OK I understand. And then I have an interest about a loan. Which loan I can get. Do you can you send me some information about that?

utterance: Sure we have several loan options. Is this for a car, a home or a personal loan?

utterance: A personal loan.

utterance: Personal loan. OK sir. what I can do with that is send you some information. would you like that in the mail or would you like that emailed to you?

utterance: Email

utterance: Please.

utterance: OK. So what I'll do is I'll email you information on how to get a personal loan with the bank. it looks like you've been a customer for at least ten years probably?

utterance: Yes.

utterance: OK so, fairly easy as long as you have decent credit. Just fill out the application and send it back to us. You can either email us, fax it or drop it by the office. And we'll process your application and it will be done probably within forty-eight hours of the time you submit it to us.

utterance: Oh that's great.

utterance: is there anything else you need help with?

utterance: No.

utterance: Oh and by the way, did you get that text I sent you?

utterance: Yes I have it.

utterance: OK so if you have any problems getting to that ATM just give us a call and we'll help walk you through it. we can help as much as we can get you to that ATM so you can make cash deposit.

utterance: I will be fine with it I think. But thanks anyway.

utterance: Well you're welcome Mr. Davis. Is there anything else?

utterance: No.

utterance: All right Mr. Davis thank you for being a great customer and like I said if you have any more questions give us a call back. My name is Mary Lynn and thank you for banking with Intellibank.

utterance: OK thank you very much bye bye.

utterance: Goodbye.


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

utterance: yes. My name is Dan Thomas T H O M A S. And I need to check the balance of my savings account please.

utterance: Absolutely Mr. Thomas, I can assist you with that. Can I have your date of birth please?

utterance: May twelfth nineteen sixty.

utterance: Thank you sir, and the last four of your social security number.

utterance: Eight zero one one.

utterance: Thank you, and the for your security, can you verify the answer to this question? What was the name of your first pet.

utterance: Rocky R O C K Y.

utterance: Thank you Mr. Thomas I've got that information verified, and you were wanting to check the balance of your checking account today. Is that correct?

utterance: Yeah that's correct I've got to buy new tires for my car and make sure that I've got enough money to do that with.

utterance: Well certainly I can let you know what your balance is It is showing me that your available balance in that checking account as of today is two hundred and ninety-seven dollars and seven cents.

utterance: OK. That sounds great.

utterance: can you tell me if gaining any interest on my checking account please, an and what that interest rate might be if I am?

utterance: certainly sir. your checking account does gain an interest of point zero zero zero one percent annually but that only compounds on every dollar over one thousands dollars.

utterance: So currently you are not gaining any interest but your account could gain interest on any time there is a balance of over one thousand dollars at the end of the month.

utterance: OK. I probably need to transfer some money out of my savings account to my checking where I can buy those tires.

utterance: Absolutely I can do that for you. Can I have the last four of the savings account that you would like to transfer from?

utterance: Just one second. Let me look it up.

utterance: Certainly sir please take your time.

utterance: OK. I got it.

utterance: All right sir, if you'll just read that number off for me.

utterance: Eight four two zero. That's my savings account.

utterance: All right thank you sir. I've got that account pulled up here and I see you have a balance there of two thousand six hundred and thirty-seven dollars and eleven cents.

utterance: OK. Let's transfer six hundred dollars to my checking account please.

utterance: All right sir. Just to confirm you would like to transfer six hundred dollars and zero cents from your savings account in to your checking account. Is that correct?

utterance: That is correct.

utterance: All right sir I'll go ahead and get that transaction processed for you be aware that it can take up until the close of business day today for those funds to show as available it may take three days three business days for your that transaction to show as completed. But any purchases or transactions made while that is processing, those funds will be available to cover any of those.

utterance: OK. That sounds good.

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

utterance: I really can't think of anything.

utterance: All right Well if you'll just hang on the line for me after we disconnect there is a brief survey that'll allow you to let us know how we did today, and how I can How we can better service your banking needs in the future.

utterance: OK. That sounds great.

utterance: All right sir, well you have a wonderful day.

utterance: OK. Thank you.

utterance: Thank you.


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

utterance: Hi, my name is Stefanie Garcia.

utterance: Hello, Miss Garcia. what is the pleasure of you calling in today?

utterance: yeah so I was calling just to check the account balance.

utterance: OK. Awesome. I can surely help you with that information.

utterance: Could you. I just need to ask you for a couple additional information just to pull up your. Your account balances. starting with your date of birth.

utterance: my date of birth is may fifth nineteen ninety-four.

utterance: OK. And then also could I get your account number or a credit card number.

utterance: I think I have my credit card number. Can you give me just one second so I could take a look for that?

utterance: uh-huh.

utterance: OK.

utterance: That works.

utterance: I think I get it. OK, I I I. Found it. OK. So it's four seven nine zero six nine six two, five four four zero seven one one two.

utterance: OK. Perfect. And then last. And the last question is what is your mothers maiden name?

utterance: Johnson.

utterance: Johnson. OK.

utterance: Perfect. And then we get this information pulled up.

utterance: On my end.

utterance: OK.

utterance: So how's your day been? Any special plans or anything you've done so far today?

utterance: my day's going pretty great. Not too bad. the weather's starting to dip down here.

utterance: So that's pretty exciting.

utterance: It's very dry heat where I'm from, so.

utterance: Oh.

utterance: OK.

utterance: Yeah, over here is very wet.

utterance: Are you've been getting a lot of rain?

utterance: Yeah. I live on on the pacific northwest. So it's pretty raining up here right now.

utterance: Oh, that's a different change than the dry heat.

utterance: Yeah.

utterance: Pros and cons, right?

utterance: Yeah, sometimes it can be a blessing and then sometimes it could be a curse too. Very gloomy.

utterance: So it makes you a little depressed and stuff. But overall, it's been good.

utterance: perfect. So this information's getting pulled up now. perfect. And for. I didn't catch, which account would you like me to give you the balance of?

utterance: let's just go ahead and start with the checking account.

utterance: And then we'll possibly You know what, go ahead and just give me a savings account as well.

utterance: OK.

utterance: OK. Perfect. So in checking right now, it's looking at two thousand dollars and eighteen cents.

utterance: And then in the savings you're looking at additional five thousand, two hundred dollars in that account as well.

utterance: Oh, OK. Perfect. hey, while I have you on the phone I notice that my new debit card has not came in the mail. And I just kinda wanted to see like what was going on.

utterance: OK. Let me take a look at that for you real quick. It's actually in a different system, so give me a quick second to get logged into that one.

utterance: OK.

utterance: That's no problem.

utterance: Perfect.

utterance: Thanks for your patience.

utterance: so did you have any plans for the rest of the day? Or was this kind of you finished up the it the end of your chores?

utterance: Yeah, just kinda gonna take it easy after our phone call. Just kinda was prolonging just to find out what's going on with the debit card I just reminded myself to see like. I have not received it so. I figured I should just shoot you guys a call.

utterance: Oh. well I'm glad let's see what's going on so I can get that situated for you. perfect.

utterance: OK. So, it looks like it did get mailed out last month. the address that I see here was one twenty-three Alice Street?

utterance: no that's definitely not address. that must be my old address. I do new address.

utterance: Oh.

utterance: Oh.

utterance: Oh, OK. Sorry about that. Let me put your new address in there. And what I can do too, is I'll block any card. It looks like it hasn't been activated. But I'll make sure I'll block that that debit card that got sent out to you So you don't have any potential fraud or the card going to the wrong hands.

utterance: OK. so my new address is.

utterance: Give me one second please.

utterance: One.

utterance: Oh, OK.

utterance: Thank you. OK. Perfect. I'm ready for those. new address for ya.

utterance: OK. So the new address is one three zero zero, South Mission Avenue.

utterance: Mission Avenue. OK. Awesome. So I'm changing that there. Do you by chance have your ZIP code with you?

utterance: yeah it's eight five one three two.

utterance: OK.

utterance: Perfect.

utterance: So I'm getting that typed in here. And I'm actually be sending you out a new debit card.

utterance: OK.

utterance: And it should arrive give or take within five to seven business days. But you should receive it before your card your current card expires.

utterance: OK. That's. That's good. That's perfect. I was actually worried about that but. yeah I think that's all I actually need. So thank you so much for your help.

utterance: Thank you Miss Garcia. Enjoy the rest of your Sunday.

utterance: You too. Bye.

utterance: All right.


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

utterance: Yes my name is Jim Jones and I have a couple things I wanna get done. I wanna close my account and then transfer money to another account. Also my card has been lost or stolen. I cannot find it.

utterance: OK. Mr. Jones I can definitely help you out with those things. So just so we have it on record this is a recorded call on a secure line. And my full name is Casey Watkins. And my agent number is eight two five seven one four.

utterance: Thank you.

utterance: And Mr. Jones what are the last four digits of your social security number so I can verify your account?

utterance: Five two nine eight.

utterance: OK. And also what is your date of birth?

utterance: It is October thirty-first, nineteen sixty eight.

utterance: OK, perfect and the security question I have on file is what is the name of your current pet?

utterance: The name of my current pet?

utterance: Yes.

utterance: Molly.

utterance: Molly? OK.

utterance: Gotcha. OK yes so I'm into your account now so I believe the first thing you said was you needed to close an account and transfer the money. so I see that you have two different checking accounts with us. one ending in seven eight six four.

utterance: And the other one ending in nine oh oh seven. it looks like they both have around five thousand dollars in them. Which one were you wanting to close?

utterance: the nine oh oh seven I wanna close that one and just transfer the money to the one in seven eight six four.

utterance: OK. Got it. OK. and the exact balance of that account is five thousand and twelve dollars and four cents. And did you wanna go ahead and execute the transfer immediately?

utterance: It. Yeah. So I don't have to sign any paperwork? I can just Just go ahead and just call and get this done right now?

utterance: well I can go ahead and do the transfer right now. but I am going to have to email you some documentation to to close the account.

utterance: Oh that'd be great.

utterance: OK so let me go ahead and execute this transfer. I'm going. We're going to transfer five thousand and twelve dollars and four cents from your checking account ending in nine zero zero seven to the account ending in seven eight six four. Is this correct?

utterance: Correct.

utterance: Perfect.

utterance: OK.

utterance: OK. So that has been done and that is That money is in there as of right now. that in your account ending in seven eight six four. So your new balance on this account is ten thousand two hundred and seventy one dollars even.

utterance: Perfect.

utterance: OK. And so what I'm gonna go ahead and do is. Can you please verify the email address on file for us?

utterance: Cuz then I can email you the paperwork for the closing the account.

utterance: Yes. It's J Jones twenty-five at Gmail dot com.

utterance: OK.

utterance: OK. That is what we have on file so I'm gonna ahead and send this paperwork over you. To you to close your account. it will be it'll say it's coming from Intellibank. And it'll be a DocuSign document. that is saying that you need to close your account. And so then once you do the electronic signature, then it will email it directly back to me. And then I can process the account closure and then it will email it back email the confirmation back to that same email address.

utterance: Oh that's awesome.

utterance: OK. And so then that whole process should take a total of about twenty-four hours.

utterance: Thank you.

utterance: Now how about my lost and stole card. what do I have to do there?

utterance: OK so is your lost and stolen card associated with the account that you're closing? Or that's associated with the one that we just transferred the money to?

utterance: Actually the one that I'm closing.

utterance: OK, the one that you're closing? OK. well actually then once we What I'll go ahead and do is since we already transferred the money out of the account, I'm gonna go ahead and put a a cancel on. A cancellation request on that card. just to make sure that if anybody has it in their possession, you know, they can't use it anyway. Even though there is no money in the account. But But yeah, just to make sure. and so then as soon as that account closure paperwork comes through, then that card will be deactivated anyway. So I don't that we should need to order you a new card for that account, is that correct?

utterance: Oh that makes sense to me.

utterance: OK. All right well yeah. So then I but you're you're debit card for your account ending in seven eight six four, that one is still in your possession and OK?

utterance: Yes.

utterance: OK.

utterance: Perfect.

utterance: OK. So so then yes. We've got the transfer taken care of and we. Like I said, I will. You'll see here probably in the next ten minutes you'll get the email about your account closure with that DocuSign information and and then that will like I said that also take of your lost and or stolen card. Is do you have any other anything else that I can help you with today?

utterance: That's it.

utterance: I appreciate your help.

utterance: OK no problem. Well thank you so much for calling Intellibank and I hope you have a wonderful day.

utterance: Thank you.


utterance: Good morning. It's a great day at Intellibank. This is Cindy. Who do I have the pleasure of speaking with?

utterance: Yes good morning. my name is John Meadows and I'd like to find the closest ATM to where I live.

utterance: Hi Mr. Meadows. Sure I'll be happy to help you with that. but first let me ask you do you need the ATM to withdraw money or to deposit money?

utterance: to withdraw money.

utterance: OK do you mind giving me your address?

utterance: Yes I'm on seven fifty-three Dogwood in Phoenix, Arizona eight five oh oh three.

utterance: OK and Dogwood was D.

utterance: I'm sorry, Dogwood Road.

utterance: OK D O G W O O D Road? And sorry what was that ZIP code again?

utterance: Eight five oh oh three.

utterance: OK great. So it looks like the nearest ATM is inside the drugstore at ten forty ten four zero Bay Road same ZIP code. It's on at Walnut Street. It should be very close to your house.

utterance: OK that yeah no that sounds pretty close. Could you verify the balance in my checking account please?

utterance: Sure I'll need to get some information from you but first let me finish telling you about the ATM here. So because it's in the drug store it closes at ten p.m..

utterance: OK.

utterance: if you want to access an ATM outside of that time there's another one a mile down the road. It's open twenty-four seven. Would you like that information, as well?

utterance: yes is that on Walnut Street also?

utterance: No it's at it's still on Bay Road but it's at Chestnut Street.

utterance: OK. All right, all right so it's Bay Road and Chestnut?

utterance: Yeah, so that is one one five zero Bay Road at Chestnut Street. That's that's outside, open twenty-four seven. Please keep in mind that there is a maximum daily withdrawal amount of five hundred dollars.

utterance: OK.

utterance: OK.

utterance: And as long as you are using your Intellibank card there will be no service fee.

utterance: Super. The OK, yeah I'd like to get the balance of on my checking account please.

utterance: Sure do you mind spelling your last name please?

utterance: Yes, it's John Meadows, M E A D O W S and my phone number is six oh two six eight four three one nine two.

utterance: OK thank you. And may I please have your email address and the last four of your social?

utterance: J D Meadows at Gmail dot com.

utterance: OK great and.

utterance: And.

utterance: and my social the last four, let me just figure this out. I have to do my whole social all right to break out the last four.

utterance: Mhm.

utterance: Yeah, six three five five.

utterance: Thank you very much. OK and your final security question is what is your favorite color?

utterance: Green.

utterance: Wonderful. OK Mr. Meadows. And you said you wanted checking or savings?

utterance: yeah my checking account. I have the I have the number here.

utterance: I I've got it. I've got it right here. Your checking account balance is three thousand four hundred twenty-one dollars and sixty-one cents.

utterance: OK OK. The let me where would I get a listing of other ATMs as as I'm traveling around the city?

utterance: so you can find a list of all of our ATMs on the internet. you can go to Intellibank dot com and right there on the home page there is a link that says find an ATM. and you simply type in your ZIP code and click OK and it will give you a map of your area and all of the ATMs within a ten mile radius.

utterance: would I be able to at the ATM could I get my account balance?

utterance: Yes you you can once you're at the ATM and you've put in your card and your security code one of the buttons says get account balance so you can do that before you withdraw or deposit any money.

utterance: And so and I'll be able to deposit I'll also be able to deposit cash?

utterance: Yes, you can deposit cash and checks.

utterance: OK that sounds great. All right, I think I think I've got everything I I have the closest the two closest ATM locations and and that works for me. I appreciate it.

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

utterance: Nope. You've answered all my questions. thank you very much.

utterance: Wonderful. Thank you Mr. Meadows. Have a great day.

utterance: All right thank you. Bye bye.


utterance: Thank you for calling Intellibank, my name is Joshua, how may I be of service?

utterance: Hello good morning Joshua, my name is Amber Rose and I'm calling because I want to close down my account.

utterance: OK missus Amber thank you for calling Intellibank. you wanted to close your account. Why? What happened?

utterance: OK Joshua basically the charges and fees in your bank is so much, so I want to move my account to HSBC.

utterance: OK that's not a good one. We hate to lose customers. We like to keep our customers and give them the best and excellent service.

utterance: is there anyway I can help you to convince you not to close those accounts?

utterance: Oh no. Not at all. Not at all.

utterance: So you've already made up your mind to get your banking services from another bank?

utterance: Yes I have.

utterance: OK, All right then. I would like to get some few information from you.

utterance: Can I go ahead?

utterance: Yes, please. You can. You can go ahead.

utterance: Alright Mrs. Amber Rose. can I have your full name please?

utterance: My name is Amber Dalingtin.

utterance: OK I'm guessing Rose is your middle name.

utterance: Yes please Amber Rose Dalingtin.

utterance: OK. What side are you calling from?

utterance: I'm calling from Ohio.

utterance: OK Can I have your date of birth please?

utterance: Fourteenth of April nineteen ninety one.

utterance: OK ma OK. Can I have your account number?

utterance: Zero eight two four. One seven nine three three four. I'm gonna take it again. Zero eight two four, one seven nine, three three four.

utterance: OK ma. Thank you, am checking my system to see the details on your account.

utterance: OK, I'll be waiting.

utterance: Alright so can I, get the last four digits of your social security number the one you use on your account?

utterance: Four seven two three. I'm taking that again. Four seven, two three.

utterance: OK, Mrs. Amber. that's correct. So I like to ask you a few security questions So that I can So that I can start the process of closing the account. Mind you this account closure is going to take about forty-eight hours to close and to transfer your money to your account of choice. OK. So I would like to ask you few security questions. can I have your mother's maiden name, please?

utterance: My moder's maiden name is. Stonecold.

utterance: OK Stonecold that's correct. Alright. The account you like to. Transfer the money to your balance. Do you want me to tell your your balance first?

utterance: Yes please.

utterance: OK you have nineteen thousand eight, twenty dollars. Did you get that?

utterance: Yes I did.

utterance: Nineteen thousand eight twenty dollars and two cents.

utterance: Yes it does tally with what I'm I have in my record.

utterance: OK, thank your ma'am. OK. The bank you want to transfer the money to what bank is it?

utterance: HSBC.

utterance: OK the account is it savings or checkings?

utterance: It's a checkings account.

utterance: OK Can I have the account number?

utterance: OK. Zero seven two, four eight three four. Five seven seven. I'm going to take that again. Zero seven two. Four eight three four. Five seven seven.

utterance: OK Mrs. Amber, and I like to get the deposit routing number.

utterance: OK. Nine two one one. Five three, two eight seven. Did you get that?

utterance: No please can could you take that again please?

utterance: Nine two. One one. Five three. Two eight nine copy that?

utterance: Yeah I I copy that. So am we're gonna be removing your remaining balance to the account Can we get the account name?

utterance: Amber Rose Darlington.

utterance: Oh so you already have an account with HSBC.

utterance: Yes I do.

utterance: OK. I get that. Alright missus Amber. . This it's gonna take. Twenty four to forty eight hours to complete and I'm going to send you an email containing a form to fill to, close your account. Is that OK by you?

utterance: Yes that's perfect.

utterance: OK. Can I have your email address?

utterance: Central amber at Gmail dot com.

utterance: OK. OK. OK. Thank you. Alright, will that be all please?

utterance: Yes that will be all thank your very much.

utterance: Alright.

utterance: Would you like me to tell your about our other products?

utterance: Oh that won't be necessary since I'm closing down my account.

utterance: OK missus Amber. Do have a wonderful day.

utterance: You too, have a nice day bye.

utterance: Bye.


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

utterance: Hi Daisy, my name is George. I wanna move some money around. You know, sometimes it feels like juggling is all I ever do.

utterance: OK, lets see if I can help. What is it you were hoping to do today?

utterance: I wanted to move money from one account to another. Is this something that Intellibank does over the phone?

utterance: Intellibank.

utterance: Yeah, Intellibank, yeah, sorry.

utterance: No problem. Are you thinking about doing a wire transfer from like your checking to your savings?

utterance: Yeah, that's exactly what I'd like to do.

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

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

utterance: And your date of birth please?

utterance: September twenty-first nineteen ninety nine.

utterance: Name of your first pet?

utterance: Wink.

utterance: Wink? And can you confirm your checking account number please?

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

utterance: This is the checking account you want to transfer funds from today?

utterance: Yeah.

utterance: Great. Your current balance is six thousand four hundred and ten dollars and fifty-two cents. How much are we going to transfer to your savings account?

utterance: Let's do seven hundred and fifty dollars.

utterance: OK, and can you confirm the savings account number for me?

utterance: Yeah, just a minute I have to look that up. I know I had it written down but, I don't know where I put it.

utterance: No problem George, take your time.

utterance: OK, I've got it.

utterance: OK George, go ahead.

utterance: It's zero zero one six, nine three three one eight.

utterance: Zero zero one six nine three three one eight?

utterance: no I'm sorry, I misspoke. It's zero zero one six three nine three three one eight.

utterance: OK, thank you, got it. One moment while I put this information together and then I'll have you confirm it for me.

utterance: OK.

utterance: OK, so here's the information. George Emery is authorizing an internal wire transfer in the amount of seven hundred and fifty dollars from his checking account. Zero zero one six three nine two two one seven. To his savings account, zero zero one six three nine three three one eight. Does this all sounds correct George?

utterance: Yes.

utterance: Great, it'll be just a moment, and then I'll have a confirmation number for you to write down.

utterance: OK. So. How's your day been today then Daisy?

utterance: Pretty good. How about you George?

utterance: it was pretty good, not bad, you know, went to go see a movie.

utterance: Nice. What movie did you see?

utterance: it's I don't, I don't remember which one, it was one of the new Marvel movies.

utterance: A new Marvel movie, Venom?

utterance: Yeah, yeah I think that was it.

utterance: How was it?

utterance: It was OK, a little cheesy.

utterance: Yeah I saw the first one years ago. It was all right, nothing spectacular.

utterance: Exactly.

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

utterance: Yeah, I'm ready.

utterance: OK. That number is eight nine nine one two. sorry. Eight nine nine one two seven three one two.

utterance: Yeah.

utterance: OK.

utterance: And then, your final balance in your checking account is five thousand six hundred and sixty dollars and fifty two cents. Is there anything else I can assist you with today?

utterance: actually yes. Could you just really quickly check why I can't log in on mine?

utterance: Sure. Have you successfully logged in previously?

utterance: No, I tried but I wasn't able to ever get in.

utterance: Yeah, I see that your, you haven't activated your credentials. Let me pop that information and explain to you what needs to be done. if this is your first time using Intellibank's online banking, you have to click the first time users enrol here link. Then you 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 logged in, you'll be prompted to choose and answer five security questions and also enrol in the one time security code feature. Does that make sense?

utterance: Yeah, that makes sense.

utterance: Good, would you like me to email that to you?

utterance: Yes, please.

utterance: Alright, and I've got the email G Emery at G mail?

utterance: Yeah, that's right.

utterance: Alright, I have sent that. And if you have any questions or concerns you feel free to give us a call back. Is there anything else I can help you with now?

utterance: No, I think that's it.

utterance: All right, well thanks for calling Intellibank. Have a great day.

utterance: You too, thanks.

utterance: Bye bye.

utterance: Bye.


utterance: Hello. Welcome to Intellibank Customer Service. My name is Mike. What can I do for you today?

utterance: hello. I'm calling because I know this lobby hours for Intellibank, have reduced substantially and, and now you're even closed on Saturday where you used to have at least five hours available. And I'm just trying to understand what this is all about and you know, whatever you can help me with that would be great.

utterance: Yes sir. The need for personal face to face tellers has reduced over the years with online banking, and we did recently reduce our lobby hours to compensate for this.

utterance: Oh. Well, it's putting me out because I was just trying to make a transfer the other day, and I went in person as I usually do, and the doors were closed. I don't know. It was by three o'clock, and see I didn't look at the hours that y'all posted but. Anyway, so I just thought that was strange.

utterance: I can help you with that sir. You you wanted to transfer to another account within Intellibank?

utterance: no, actually I wanted to transfer to another institution if that's OK.

utterance: yes sir. OK, let me. let me pull up your account so I can make this transfer happen. may I have your account ID please? Or another ID associated with your account, like a driver's license or last four digits of your Social Security Number.

utterance: yes. I have my last four digits, are two two zero zero. And I'll go ahead and give you my driver's license. That's two four six, seven eight nine six three.

utterance: Thank you.

utterance: That's New Mexico Driver's License, by the way.

utterance: Thank you sir. Before we proceed, I just need to verify some information for the security of your account. what is your full name, sir?

utterance: James, Earnest Walker.

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

utterance: November first, nineteen fifty-eight.

utterance: OK, and for your security question. what is the street you grew up on?

utterance: hold on. tower. Tower Lane.

utterance: I actually think it was a different street. But that's the answer I'm always giving during the last, I don't know, twenty years.

utterance: the system is telling me that's incorrect. Is is that the correct answer to your security, sir?

utterance: It may not be. can can you ask me a different security question, please?

utterance: Yes sir. what is your mother's maiden name?

utterance: Oh, well I definitely know that. That is Jackson.

utterance: That you sir. That worked. Thank you for verifying your information. which account did you want to close?

utterance: My savings account, please.

utterance: OK, and what is the number of that account?

utterance: six two six nine six eighty-seven five sixty.

utterance: OK, one moment sir.

utterance: Oh, so are you. Is your phone bank. are you here in town, in Albuquerque?

utterance: Yes sir, we do have a couple locations in Albuquerque, New Mexico.

utterance: Well, I mean if you're I mean cuz the weather is just incredible right now. I'm just. I just wanna kinda hang out and, and not do anything. But, anyway, sorry. I digress. What can I OK.

utterance: I understand sir. The weather is is great in New Mexico. I have to agree with you. I see the balance of this account is seven thousand dollars, seven thousand. Excuse me. and fifty-one dollars and seventy-nine cents. Does this seem correct sir?

utterance: that's pretty close. Plus or minus a hundred dollars.

utterance: And what is the reason for closing this account, sir?

utterance: Over the course of my life, I've opened up way too many accounts and I just can't find them. I mean, I don't know where the banks are and.

utterance: OK, and it hurt a little bit that you were closed at three, but but really it's all about, I just got too many accounts.

utterance: Yeah, I'm sorry about that sir. about the transfer, do you know the deposit routing number and deposit account number sir?

utterance: well, the bank is Summit Hills. Where would I find the routing? Oh, wait wait no. Here, they have it. three one four, five two nine, oh oh one.

utterance: Thank you. And the deposit account number, sir?

utterance: one two zero zero seven zero zero one four three.

utterance: Thank you. And is this a saving account or a checking account?

utterance: That's checking, definitely.

utterance: Would you like to close any other account sir?

utterance: no, just that one.

utterance: OK, sir. Just to confirm, I will be closing your savings account with Intellibank and transferring the residual balance, of seven thousand fifty-one dollars and fifty-three cents, from your savings account to the checking account number, one two zero zero, seven zero zero, one four three. Is this all correct sir?

utterance: Yup, that's Summit Hills Bank. and do you know how soon this will happen? The transfer.

utterance: Yes, sir. The transfer usually takes three to five business days, for it to occur, and the savings account with Intellibank, will close within one to two weeks.

utterance: Oh, OK.

utterance: Is there anything else I can do for you sir? would you like to learn about any of our banking products?

utterance: No, no, I think we're done here. Thank you.

utterance: Thank you.


utterance: Hello. Thank you for calling Intellibank. My name is Douglas, how may I assist you today?

utterance: Hey Doug. This is Johan Duly, and I'm down here at the shop I got my Cadillac in here and It's got a leak in the manifold and they say they can fix it today but I got to get the money to them right now, before they can fix it.

utterance: OK. I can help you with that one possibility, was that it would be, that we can make a wire transfer from your personal account into the business account of the mechanics where you're there, if you can get that information from them, now I'll tell you what I'll need to make that transfer, I'm going to need a nine digit routing number and the account number for the business account that you would like to transfer the money into. can you get that information where you are?

utterance: yeah I, I can get that.

utterance: OK.

utterance: first let me collect some of your personal information and verify your identity. what is your name?

utterance: My name Johan Duly J O H A N, It's it it looks like Joe Han but it's Johan. Duly D O O L E Y.

utterance: OK. Thank you Mr. Dooley, and your date of birth.

utterance: My date of birth is February twenty-seven nineteen sixty-four.

utterance: OK. And I'm going to need an authenticating number from your your credit card number or your driver's license. I know you just said you didn't have your credit card but a driver's license will be fine.

utterance: OK. Just a minute. Let me look that up.

utterance: OK. I got it. You ready? It's Georgia eight two nine two seven five.

utterance: I'm ready.

utterance: Georgia eight two nine two seven five?

utterance: OK, and I just to confirm that this indeed is indeed Mr. Dooley, I have a security question what was the name of your first girlfriend?

utterance: Oh. My first girlfriend's name was Rebecca, and she was fourteen years old and we lived in the town of Augusta Georgia.

utterance: OK. That's Rebecca R E B E C C A that wasn't correct.

utterance: Oh. Well maybe it was my other girlfriend, Janet.

utterance: OK let me try that. OK.

utterance: Well.

utterance: We lived down in in Flora.

utterance: OK. yes sir. Thank you for that information and now we are, I verified your identity so we can proceed. first of all this is a domestic transfer and our dollar amount, our exact dollar amount is going to be how much?

utterance: That's below the net line.

utterance: One hundred and fifty dollars.

utterance: One hundred and fifty dollars, and you have the ten digit routing, the nine digit routing number?

utterance: hold on just a minute.

utterance: OK. I've got that number for you. Are you ready?

utterance: OK.

utterance: It is, two six nine three two four eight five seven.

utterance: That's two six nine three two four eight five seven. Thank you, and the account number where you're transferring it.

utterance: The account number is, eight five one five two seven.

utterance: Eight five one five two seven OK. OK that that looks like this is cleared. This account should be available at midnight tonight. So Is there another transaction that I could help you with?

utterance: Well if I wanted to do this for myself like could I just like, do I have to call the helpline?

utterance: we offer online banking at Intellibank, if you'll visit WWW dot Intellibank dot com you'll find all the information on online banking, and it should make easily much easier including wire transfers, internal transfers and other transactions.

utterance: Well if I do that are there gonna be an any fees, do you have a fee for online banking?

utterance: There are no hidden fees and no additional fees for our online banking whatsoever and our services are always free and secure.

utterance: OK. Well thank you I sure appreciate your help, and were gonna go ahead and get this manifold fixed and I think I can drive out of here today.

utterance: OK. Thank you for calling Intellibank.


utterance: Hello. My name is Paul from Intellibank. How may I help you, ma'am?

utterance: Hello.

utterance: Hello. Are you there? My name is Sarah.

utterance: Hello. I'm a customer to your bank. My name is Sarah. I want to report about my stolen card.

utterance: You want to report about your stolen card?

utterance: Yes. That's it.

utterance: OK. May I name your name, ma? Your full name, ma?

utterance: OK. My name is Terry J. Sarah.

utterance: Terry Jane Sarah?

utterance: Yeah. Terry J. Sarah.

utterance: May I know your date of birth, ma?

utterance: Oh. My date of birth. You mean my date of birth?

utterance: Yeah. Yeah. Yeah, ma.

utterance: OK. Twenty-first of July nineteen eighty-six.

utterance: Twenty-first of July?

utterance: Yeah. Nineteen eighty-six.

utterance: Nineteen eighty-six.

utterance: Yeah.

utterance: OK. Thank you, ma. Just give me a seconds, ma.

utterance: All right. No problem. I'll be waiting.

utterance: Give me some couple of lemme check your file on my computer.

utterance: All right. No problem.

utterance: Hello back, ma'am.

utterance: Yeah. I'm here.

utterance: Can you please tell me exactly when you lost the phone? The ATM card?

utterance: You mean my ATM card that I just lost?

utterance: Yes.

utterance: Yeah. Three days ago. I lost it three days ago.

utterance: Three days ago?

utterance: Yeah.

utterance: Three days ago.

utterance: Hello, ma'am.

utterance: Yeah. I'm here.

utterance: Are you with me?

utterance: Yeah. I'm fully with you. I'm with you.

utterance: Can you please let me know.

utterance: can you provide me your social security number?

utterance: Oh, you mean my social security number? All right.

utterance: Three seven three.

utterance: Lemme jot it down.

utterance: Three seven three.

utterance: Yup. Three six.

utterance: Three six.

utterance: Yeah. Three six. Can I continue?

utterance: Yes, ma. You can continue, ma.

utterance: Nine eight.

utterance: Nine eight.

utterance: Yeah with zero zero.

utterance: Double zero, right?

utterance: Yeah double zero. Thank you.

utterance: OK. Please, ma. Can you tell me your address, ma?

utterance: Oh, you mean my address?

utterance: Yes.

utterance: Three eight one nine.

utterance: Three eight.

utterance: One nine.

utterance: One nine.

utterance: Yup.

utterance: Bus Lights Avenue.

utterance: Bet let Avenue. OK.

utterance: Yes.

utterance: Once again, Bus Lights Avenue.

utterance: OK.

utterance: OK. OK. Good, ma. Can you please describe exactly the location where are your card was stolen?

utterance: Don't it.

utterance: Oh, you mean where my card was stolen?

utterance: Yes.

utterance: Ha. See, I don't seem to have an idea.

utterance: Because I don't go to my. I didn't see the ATM card in my in my purse. I don't seem to have an an idea where the ATM card lost.

utterance: OK. Can you can you please provide me your phone number?

utterance: Can you help me?

utterance: Oh, my phone number.

utterance: Yes, ma.

utterance: All right. Two four eight.

utterance: Two four eight.

utterance: Four.

utterance: Yeah. Yeah.

utterance: Two four eight.

utterance: Yeah.

utterance: Go on, ma'am.

utterance: Four eight three.

utterance: Four eight three.

utterance: Four eight five. Are you there? It's four eight five.

utterance: OK. OK. You know . You know what, madam?

utterance: OK.

utterance: Try to come again, ma.

utterance: OK. Two four eight.

utterance: Two four eight.

utterance: Yeah.

utterance: OK.

utterance: Four eight five.

utterance: Four eight five.

utterance: Yeah.

utterance: Go on, ma'am.

utterance: Three eight.

utterance: Three eight.

utterance: Yeah.

utterance: Seven three.

utterance: Seven three.

utterance: Do you get it?

utterance: Let me call it for you. Two four eight.

utterance: Yeah.

utterance: Four eight five.

utterance: Yes.

utterance: Three eight seven three.

utterance: Yes.

utterance: Yeah. Yeah. You got it.

utterance: Three eight seven three.

utterance: Yes. Thank you.

utterance: Emma, let me try to advise you what we can do.

utterance: We, first of course, need to block the card.

utterance: Let me block it for your right now. I want to block the card for you right away.

utterance: OK. I'll be I'll be waiting.

utterance: So that there won't be any transaction on the card anymore.

utterance: OK.

utterance: All right, ma. I've blocked the card, ma.

utterance: Do you want to get another card? A new card.

utterance: Of course, yes. Once you block that one, I want to get a new card that I'll be able to withdraw. I need a new card.

utterance: Ma, let me just advise you. If you want a new card, you have to just give us a week.

utterance: So we can get back to you to get you a new card. It will It could take us a week.

utterance: OK. You mean a week.

utterance: Yes.

utterance: That is done in seven working days.

utterance: Yes, seven working days and madam, you need to try to provide us the address. you want us to send the new ATM to.

utterance: The new card. The address you want us to send the new card.

utterance: OK. You mean the address do you send the new card for me once you block that one.

utterance: Yes.

utterance: OK. Let me call it for you. Can I call it for you?

utterance: I'm with you, ma.

utterance: OK.

utterance: Three eight.

utterance: Three eight.

utterance: One nine.

utterance: One nine.

utterance: Buzz Lights Avenue.

utterance: Bet Let Avenue?

utterance: Yes. The same address that I gave you the last time.

utterance: OK.

utterance: That's Olio. From Olio Estates, ma'am?

utterance: Yes. You got it. Exactly.

utterance: Ma, can you please provide us your. What type of card do you want for the new one?

utterance: You mean the new card that I you want to get for me?

utterance: Yes.

utterance: OK.

utterance: I want Visa card.

utterance: Visa card? OK. OK. OK. OK. No problem. What of. What about that one that you that was stolen?

utterance: Yes.

utterance: The one that was stolen is also Visa card.

utterance: Can you give us the credit card number?

utterance: You mean the credit card's number that the one the one that was stolen?

utterance: Yes.

utterance: OK. That is not a problem.

utterance: Are you there?

utterance: Yeah. I'm with you, ma.

utterance: Four five.

utterance: Four five.

utterance: Three two.

utterance: Three two.

utterance: Six two.

utterance: Six two.

utterance: One zero.

utterance: One zero.

utterance: Nine two.

utterance: Nine two.

utterance: Zero three.

utterance: Zero three.

utterance: Three three.

utterance: Three three.

utterance: One seven.

utterance: One seven. Lemme call it for you, ma'am. Four five three two six two one zero nine two zero three double three one seven.

utterance: Can you call your CCV first?

utterance: OK. My CCV.

utterance: Yeah.

utterance: OK. Of the ATM card, of the card I was pulling?

utterance: OK. No problem.

utterance: Are you there?

utterance: I'm with you, madam.

utterance: Five four.

utterance: Five four.

utterance: Three.

utterance: Three.

utterance: Yeah

utterance: The stolen card will expired on where when?

utterance: The stolen card will expired on ten twenty twenty-three.

utterance: Ten twenty twenty-three.

utterance: Yeah. You got it. Ten twenty twenty-three. Yes.

utterance: Ten twenty twenty-three.

utterance: OK.

utterance: Ma, can I advise you? You have to wait patiently.

utterance: You have to wait patiently for the new card to be sent to your email address. Do you understand? I've already confirmed the address of the ATM card your address so it will be sent to you in the next in the next seven working days.

utterance: Do you want the do you want the new card? Do you want us to activate the new card?

utterance: No I will activate it myself. You teach me how to activate it once the card is ready.

utterance: Thank you very much. Do you still have anything else apart from the reporting of the stolen card?

utterance: Not really. Once the the the only problem that I have now is the stolen about the stolen card I want to tell you about. I think that's all for now.

utterance: That I will be expecting your feedback in a week time.

utterance: We'll get back to you, ma. Thank you very much, ma.

utterance: Thank you for banking with us.

utterance: That was not a problem. Thank you so much.

utterance: Once again, my name is Paul from Intellibank.

utterance: You are welcome. My name is Sarah.

utterance: Thank you. Thank you very much.

utterance: All right.


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

utterance: Well I'm I'm hoping you might help me figure out where I can get some money. I'm having trouble finding a place.

utterance: So you were looking for an ATM or a branch office maybe?

utterance: That's right. I'm looking for a nearby ATM and also I want to know if bank is gonna be closed for Memorial Day.

utterance: OK Intellibank will not be open for Memorial Day sir unfortunately. Now let's see if I can find you an ATM that's convenient to your location.

utterance: That sure would be helpful. I'm tired of driving around and looking for machines. This town is new to me and I can't find my way around very well. I'm not familiar enough with it, landmarks and places.

utterance: I know being in a new place can be hard and frustrating if you can't find what you're looking for. Let's see what we can do to help you. OK can you give me your street address, city and your ZIP code please .

utterance: OK well I know the street address. It's thirty-four Topper Lane, and the city's Gainesville Florida. But I can't remember the ZIP code, I'll have to go look. wait a second.

utterance: OK it's three two two five seven.

utterance: Great. OK, let's see what I can find out for you. Can I put you on a brief hold now?

utterance: You sure can.

utterance: OK, I'm back. I found three ATMs that should be close to your location. Let me know when you're ready and I will go give you the addresses, and I can also send them to you by email if you would like .

utterance: OK I'm ready.

utterance: The first one is at nine hundred Fifth Street in University Way. It's at the corner besides the CVS Pharmacy. And the second one is next to the library entrance off of Patterson Way and Third Street. And let's see, finally there is one at the public shopping plaza at the intersection of Canterbury Place and Merrill Road. Do you want me to email this list to you?

utterance: That'd be great. I'll try and see if I can find the one by the library.

utterance: OK. What email address do you want me to use to send this to you?

utterance: How about flying dog twenty-two at Yahoo dot com. That's F L Y I N G D O G twenty-two at Yahoo dot com.

utterance: OK. Let me reverify that. F L Y I N G D as in dog O as in Oscar G as in George twenty-two at Yahoo dot com.

utterance: that's correct. oh is that Intrabank bank ATM at the library location near a parking lot, do you know?

utterance: you mean the Intellibank ATM?

utterance: yes. What did I say?

utterance: I believe you said Intellibank. But that's OK, I just wanted to clarify. let me check the parking lot situation. it'll be just a moment. Hold on please.

utterance: OK, yes there is a parking lot indicated nearby. It looks like it's right next door.

utterance: Yeah that's great since parking can be awful down there at times from what I've heard. probably should try the other ATMs you mentioned, but I don't know that location is at least.

utterance: OK, it should be nearby. To you, that one that we mentioned and easily accessible according to the information I have. They apparently have good parking nearby. Is there anything else I can help you with at this time?

utterance: I can't think of anything else right now. But thanks for the info.

utterance: You're welcome and I hope you have a wonderful afternoon. Feel free to call us with any banking questions you might have at any time in now or in the future.

utterance: Will do. Bye bye.


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

utterance: yes I've been really unsatisfied with the service at my home branch, and I I wanted to talk to someone about it.

utterance: I'm I'm very sorry to hear that. but I do want to hear what's going on. Can I ask who I'm speaking with today?

utterance: Yes it's Jill Baker.

utterance: Thank you. Do you prefer that I call you Jill or Miss Baker?

utterance: You could just call me Jill.

utterance: OK Jill let me get some information from you OK. What is your account number?

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

utterance: OK Jill and what is your date of birth?

utterance: It's March second of nineteen eighty.

utterance: All right Jill. And it looks like this account has a security question. Could you please tell me the city you were born in?

utterance: Yes I was born in Togsin.

utterance: OK. All right Jill can you tell me what issues you're having with with with your main banking branch?

utterance: yes though. It's a lot of things. So the tellers always seem to be really short and grouchy. And they close the lobby for lunch when. With none of the other branches do. And that's when most people who are on their lunches from their work. Most customers I'm assuming try to go to the bank and get their stuff done. I only get an hour lunch, or or my boss gets really upset with me if I'm any longer than that. But I never ever plan to go to the bank because they're always closed. And I I never have enough time.

utterance: All right Jill I I understand your frustrations. have you had any time to speak with the manager at that banking branch at any point?

utterance: No I mean it's not like they don't know that they close for lunch. I would assume the manager would know that.

utterance: honestly I'm not sure. But that is definitely not a normal banking procedure for Intellibank. So so we to get to the bottom of this you for you and try to get this resolved. Do you happen to have any specific teller names of the employees you've en~. You've had unpleasant encounters with?

utterance: So the one I know is Janice. Her name is Janice and she's just always awful when I go in. I've. I hate to say it but I'm really thinking about quitting Intellibank.

utterance: OK Jill so we absolutely don't want to lose you as a customer. So what I'm gonna do here is, I'm gonna add some notes to your account about what you've been experiencing. And I'm also gonna share these with the bank branch manager. so I'll share these with the the manager of that branch. And then also with the district manager for the location. So that we can address those issues and behaviors, and the things that are happening there to you. Are you OK with me sharing your phone number with those two managers? In case they would like to call you and ask some more questions?

utterance: Yeah that'd be fine.

utterance: OK let me just confirm your phone number real quick. That's nine one eight, nine zero nine, eight five three six. That we have on file is that correct?

utterance: Yeah that's correct.

utterance: OK so let me get all these notes in there. And then the next thing I'm gonna do is, I'm gonna look at some other options for you. Just one second OK. All right I have all that information entered. now Jill while we sort out the problems that are occurring at your home Intellibank branch. Would there be any way that I can help you find another Intellibranch close to you? So that maybe you'd be willing to give that branch a try and see if we can keep you as a customer.

utterance: I mean if there's one close I'd be willing to try it.

utterance: OK Jill let me check on that for you OK? just a second let me check on that for you. I'm actually gonna. Can I confirm your home address so I can try to find one that's close to your home?

utterance: Yeah it's twenty twenty-one Riverfront Park in Kansas City.

utterance: OK you said two zero two one Riverfront Park. And what is the ZIP code there?

utterance: It's six five nine eight nine.

utterance: OK let me look here and see what I can find for you OK?

utterance: OK I really don't mean to be dramatic. I I just have really bad anxiety and these kind of things really get to me.

utterance: I I completely understand your concerns and I'm sorry that you suffer from anxiety.

utterance: It's all right. Do you have anxiety?

utterance: I I don't have anxiety. But I do tend to to stress out and dwell on thing sometimes too. So I can understand how you can get so upset.

utterance: OK I mean I've seen a therapist for years and and it's a lot better. I mean my therapist has made things a lot better. But it's certain triggers you know certain situations trigger it. And I just don't like confrontation or anything.

utterance: I can totally understand that, and I apologize that you were put in the situation by anyone with Intellibank. but we will get your concerns addressed, and we will try to get this resolved for you OK.

utterance: I appreciate it.

utterance: OK Jill so I have found a location that's just one point eight miles from your home. It looks like it's still . It's this location is just across from a Target store. And it has a full service lobby and a drive thru. would you be interested in checking out this location?

utterance: sure sure I will.

utterance: OK so the address is two zero three Cannes Lake Road. And that's two zero three Cannes C A N N E S Lake Road in Kansas City. Are you familiar at all with that area?

utterance: know where the Target is on Cannes. And if it's across from there I'm sure I can find it.

utterance: All right Jill so I want to take a moment with you right now to just truly apologize about what you've experienced with Intellibank. And I also want to assure you that these concerns are going to addressed. And that Intellibank will do everything that they can to resolve the matter. And to make sure that your banking experience with Intellibank moving forward is a lot better OK. before I disconnect with you though I just want to make sure that there is nothing else I can do for you today OK.

utterance: well I do want to know if I could maybe just, set up the internet account thing with you guys. You know the the internet thingy.

utterance: Do you mean like Intellibanks online banking portal that we have?

utterance: yes that's it. I thought it might be easier you know to use that than having to go to a bank branch all the time.

utterance: OK yeah we can do that for you. would you like me to transfer you to our ITST unit, so that they can kind of walk you through that set up?

utterance: OK yeah that'd be great.

utterance: OK Jill I'm gonna get you transferred. but I want to. One more time, just to make sure there's nothing else I can do for you on my end to help you out today.

utterance: No I appreciate it. You've been really nice and I appreciate it. It's made me feel real comfortable.

utterance: OK Jill well I'm gonna get you transferred over to ITSD for I'm sorry ITSD for that set up. And someone with our department should be in contact with you to follow up with those concerns OK. Thank you for choosing Intellibank you have a great day all right.


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

utterance: I'm John Andrews.

utterance: I'm having issues linking my bank card to Amazon online shopping.

utterance: OK, Mister Andrews. what's your date of birth?

utterance: Tenth of March nineteen eighty-six.

utterance: OK, sir. Please the sixteen digit code on your card.

utterance: Four nine one six.

utterance: OK.

utterance: Six eight six three.

utterance: OK.

utterance: Two one five eight.

utterance: OK.

utterance: Seven zero zero nine.

utterance: OK, sir. OK. A moment, sir.

utterance: OK. Just checked sir. Oh, we have technical issues linking Mastercard to shopping malls. please, if you do if you don't mind, do get like a Discover or a Visa card. That might help you actually.

utterance: no problems.

utterance: Sorry for the inconveniences. Is there something else you would like me to do for your, sir?

utterance: No. Nothing for now.

utterance: OK, sir. Do you have any other account you wanna check?

utterance: Nope.

utterance: OK. Thank you very much for contacting Intellibank. Do have a nice day, sir.

utterance: You too sir.

utterance: OK. Bye.

utterance: Yeah.


utterance: Good morning, and thank you for calling Intellibank. How may I help you?

utterance: yes good morning. I just got this email in my inbox and it's telling me that I have an account with you guys that's been inactive for a while and I didn't even know I had this account. So I I don't use it and it's telling me if I don't use it I'm gonna get charged some fees. So what what can I do about that?

utterance: OK yes let me take a look and see what you're talking about and I'll see what we can do. So first of all does the email have the account number that you are referencing that is inactive?

utterance: hold on let me look. yeah actually it is, it's right here. It's zero six seven nine eight three nine.

utterance: OK, let me take a look at that. Oh yes I do see that account but before we get into it let me get a few pieces of information from you just to make sure I know who I'm talking to. may I have your first and last name please?

utterance: yes my name is Sara S A R A Dunning D U N N I N G.

utterance: OK Miss Dunning great let me also ask you for your date of birth.

utterance: My date of birth is oh eight oh seven nineteen eighty.

utterance: OK wonderful and for the final piece of information can I please have your driver's license number?

utterance: OK just a second let me see where is my driver's license? OK. Can you hold on for me for just a second? I have to go get it out of my purse and I think my purse is up in my bedroom. So, can you can you just hold for me one second? It will just take just a few seconds.

utterance: Absolutely.

utterance: OK thank you I'll be right back.

utterance: OK OK I'm here. I found it. It's in my purse. Let me get it out. you said my driver's license number correct?

utterance: Yes, that is correct.

utterance: OK here it is here it is. It's two one two zero six oh seven one three.

utterance: OK great.

utterance: Thank you so much for holding while I went to find that. For a second I couldn't find it and I was getting a little panicked.

utterance: Oh that's OK I'm glad you found it. We actually have some other things in place to where if you couldn't find it we could've still gotten into your account but I'm glad you found it, this was actually the easiest way. So let me take a look at that account. And yes I do see that it is inactive. you have a couple of choices. You can either start using it which I mean if you didn't even know you had it I don't know if that's gonna be what you wanna do. or you can close it out and transfer the funds that are still in it into one of your active accounts. So which which choice would you rather.

utterance: since I have never used it and I'm afraid I'll forget about it again, I think I would just like to go ahead and close it. can you tell me how much money is in that account right now, cuz I just wanna see if it matches up to what my email says?

utterance: yes absolutely. It looks like in that account you have forty-two dollars.

utterance: OK I definitely want to close it and I definitely want to transfer the money. I have a checking's account that I use pretty much on a regular basis, maybe daily. Anyway, I would like to put the money into that account.

utterance: OK no problem, a checking account. Do you happen to have that that account number just so I can verify that I'm gonna be transferring it to the correct account?

utterance: Oh let me look in my purse since I have my purse right here. cuz I definitely know I carry that information around as well. yes here it is. that that account would be oh seven seven six eight five two.

utterance: OK wonderful. Let me go ahead and start the process of closing this account out. This account will be closed effective today. You should not receive any more emails or anything in the mail about this account. you will have to come up to your local branch and sign two pieces of paperwork. That's just to make it legal and final saying that it's completely terminated, but as of today, on my end and through the the computer system, this this account the savings account will be closed. give me one second and I'll transfer the money over to that checkings account that we just spoke of. OK that is done. Let me see here. OK, so that forty-two dollars just went over to your checking's account. You should see that you know anytime you go and check your your account online. That that should be effectively immediately. It will be a forty-two dollar deposit. And I'm looking at all your other accounts. Is there any other questions that you have? I see you have a credit card with us. I see you have an auto loan. would is there anything I can help you with with any of your other accounts?

utterance: no I'm I'm pretty good with all those. I just I I didn't even know I had this account. I'm not using it so I don't want to be charged for anything. so I think, I think that's gonna be it. I'll come up there the next time I'm come to the bank I'll I'll swing inside and sign those pieces of paperwork and get that done. But no I really thank you for your help today and again thanks for holding on while I went and found my license. I'm so glad I had it.

utterance: Hmm no problem. it was no problem and all and like I said we could have still gotten into you account without that. We have things in place to where if you're missing one thing it's not the end of the world. OK so if there's nothing else I can help you with I'm just gonna go ahead and and put notes on the account of everything we did today and once you come in and sign that paperwork it will be final of that savings account being officially closed out. anything else I can help you with?

utterance: No, I think I'm good. Thank you so much for your help.

utterance: No problem Miss Dunning you have a great day. Thank you. Bye.


utterance: 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 remaining bonds to a different account please.

utterance: I also need to make a wire transfer.

utterance: Alright Sir, I can certainly help you with both of those situations. But before I can complete your request, I need to ask you a few questions so that I can verify your account information.

utterance: OK.

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

utterance: yes, my name is Dale Walker.

utterance: OK, that's Dale, D A L E Walker, is that correct?

utterance: Yes.

utterance: Alright Sir, can I have your date of birth?

utterance: Yes, ten thirty-first one nine seven four.

utterance: Alright Sir, you said that ten thirty-one nineteen seventy-four.

utterance: Yes.

utterance: Alright and for authentication purposes can I get your driver's licence number please?

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

utterance: Alright, that number was six one nine five two four nine six nine.

utterance: Correct.

utterance: Alright Sir and for security purposes could I get your childhood street address please.

utterance: yes. My childhood street address is I have two on file so I just tell you both of them.

utterance: Alright Sir.

utterance: one is seven three three three West Spoon Drive and I also lived at thirty-nine seventy-four Rosewood Lane.

utterance: Alright Sir, the thirty-nine seventy-four Rosewood Lane is the address we have on file here so we can just make a note of that.

utterance: OK.

utterance: All right, sir. So you wanted to close out your account?

utterance: All right.

utterance: yes.

utterance: All right sir is that checking or savings account you're wanting to close today?

utterance: Checking.

utterance: Alright Sir, could you give me that account number please.

utterance: yes five one four three three six seven zero seven zero.

utterance: Alright Sir, you're wanting to close out five one four three three six seven zero seven zero.

utterance: Yes.

utterance: And could you give me the reason for your closure?

utterance: I just don't need the second account anymore.

utterance: OK Sir, give me just one moment while I look up that account information.

utterance: Alright Alright.

utterance: well, so how your how your weekend been so far?

utterance: Oh it's been pretty good Sir.

utterance: You got any plans going on?

utterance: no plans just to rest and relax until the business day.

utterance: Right well that sounds like a good plan right there.

utterance: That's all you can do sometimes.

utterance: yes yes.

utterance: And I hope your having a good day Sir?

utterance: yes, so far so good.

utterance: Alright Sir, I looked up your account information. Right now your current balance is five hundred and seventy-five dollars and forty cents. That will be the amount that we're gonna transfer into the next account.

utterance: And is that account you're wanting to transfer out of a checking or a savings account Sir?

utterance: A checking.

utterance: Alright Sir, so you wanna transfer to a new checking account.

utterance: Yes.

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

utterance: Yes. It is four nine three zero two eight four nine six one.

utterance: Alright Sir, that is four nine three zero two eight four nine six one.

utterance: Yes.

utterance: OK Sir, give me just one moment while I handle that request. For you.

utterance: OK, thank you.

utterance: Alright Sir, was this an internal transfer Sir?

utterance: yes.

utterance: OK could you give me that routing number, I'm so sorry about that?

utterance: yes, the routing number is is two four one eight eight two one six oh.

utterance: OK, just one moment Sir. Sorry about that.

utterance: It's all right.

utterance: OK, I've transferred that into that other checking account sir. That happens immediately, so that account actually is available, that old account for twenty-four hours, it will be shut down after that, and that debit card that you have will no longer be active. So just give us twenty-four hours to check that account but right now we've already transferred the balance from your account your old account to your new account so that's ready and active.

utterance: OK.

utterance: OK.

utterance: Alright Sir, so you also wanted to do a wire transfer from this new account.

utterance: yes.

utterance: Alright Sir. OK just one moment.

utterance: OK sir so that's your checking account?

utterance: Yes.

utterance: OK how much would you like to transfer, Sir?

utterance: four hundred.

utterance: Alright, you wanna make a four hundred dollar transfer.

utterance: Yes, please.

utterance: OK, could I get the recipients first and last name Sir?

utterance: yes. It's Eric E. Craft.

utterance: OK is that Eric, E R I C?

utterance: Yes.

utterance: I mean, no it's R it's it's E R I K.

utterance: OK Sir, let me correct that right quick.

utterance: Alright, could I get the street address, city, state and ZIP code?

utterance: Yes. It is forty-two sixty-three Post Farm Road Decatur, Georgia, three zero zero three oh.

utterance: Alright Sir, so that street, that address was forty-two sixty-three Post Farm Road in Decatur Georgia in ZIP code was three zero zero three zero.

utterance: Yes.

utterance: Alright. Do you have an email address for this recipient?

utterance: Yes it's Erik E Craft at day rep dot com.

utterance: Alright Sir, Erik E Craft at day rep dot com. Got it.

utterance: Yes.

utterance: OK Sir and what is the account type that we're going to do the transfer for? Is that a checking or savings?

utterance: It would be a checking.

utterance: OK Sir, so could you give me that routing number for that checking account please.

utterance: yes. The routing number is three nine zero six five one zero zero one.

utterance: Alright Sir, to verify that's three nine zero six five one zero zero one is that correct?

utterance: Yes.

utterance: Alright, could I also have the checking account number please?

utterance: yes. The checking account number is nine zero zero three eight four six three.

utterance: OK Sir, so that's nine zero zero three eight four six three.

utterance: Yes.

utterance: Alright Sir, thank you so much and you said that amount to transfer was four hundred.

utterance: Yes Ma'am.

utterance: Alright Sir, would you want this to be same day delivery, next day, delivery or three business days?

utterance: There is a fee associated with each transfer request.

utterance: Same day would be thirty dollars, next day would be ten dollars and three days would be three dollars.

utterance: I'll do the next day.

utterance: OK Sir, so you want to transfer next day?

utterance: Yes.

utterance: OK so the amount of your transfer would be four hundred dollars and the fee would be ten dollars so you will have a debit of four hundred and ten dollars from your current account of four nine three zero two eight four nine six one and two this wire transfer account of nine zero zero three eight four six three.

utterance: OK.

utterance: OK Sir.

utterance: And since you have requested next day, give us twenty-four hours and that should actually be sent to your friend.

utterance: OK.

utterance: And then you can check back anytime on your account information.

utterance: OK.

utterance: OK I also have a excuse me Sir, I also have a confirmation number if you would like that.

utterance: no, that's all right.

utterance: OK Sir, thank you so much. Is there anything else I can do for you today?

utterance: No, that's it.

utterance: Alright, thank you Mr. Walker for giving us a call today. Again, my name was Lesley. I hope you enjoy the rest of your day.

utterance: Yeah, you too.

utterance: Bye bye.