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

utterance: hi Rose. My name is Kim how's your day going?

utterance: Pretty good. How is yours going?

utterance: It's going pretty well.

utterance: I am calling cuz I need some help, please. I am trying to open up a new account .

utterance: and I tried to do do it online. I was having some issues, so I was hoping that you could help me with that.

utterance: OK. Let's see here.

utterance: Can definitely help you open your account. And I just have to get some information from you, so we can get that started.

utterance: I heard you say your first name is Kim. Is that Kim and not Kimberly?

utterance: yeah. It's just Kim.

utterance: And my last name is Johns. It's J O H N S.

utterance: All right. And what is your date of birth?

utterance: sure, my date of birth is April twenty-fourth nineteen seventy seven.

utterance: OK. And I will need your social security number.

utterance: my social security number is one seven three, seven three, nine five zero three.

utterance: And we have some security question options. you can choose which one you think you'll be able to remember the answer to.

utterance: The first one is what's the name of your first pet ?

utterance: what street did you grow up on?

utterance: that one works. I'll do what street I grew up on.

utterance: OK.

utterance: And the street name was Broadway.

utterance: All right.

utterance: and I also my email address imagine that you need that, is my first initial and last name. It's K Johns seven seven seven at Gmail dot com.

utterance: All right. Thank you very much. And what about your phone number?

utterance: my phone number is seven one seven, nine nine three, zero seven eight five.

utterance: and my address is forty-nine Holland Drive.

utterance: That's Philadelphia P A.

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

utterance: OK. Thank you very much.

utterance: And let's see here. Let me make sure I have everything that I need.

utterance: Sure.

utterance: OK. I've got all the information that I need. I just need to know what type of account you would like to open?

utterance: I wanna open a checking account with you today. And then I'll probably end up coming into a branch at some point to open up a savings account.

utterance: All right. So bear with me just a moment while I get this information put into the checking account side. And I may have to ask you a few more questions.

utterance: Sure. No problem.

utterance: OK. I would like to offer you the checking account that's free, if you would like.

utterance: you won't incur any interest rates, and like I said, it's free. So there's no monthly charge.

utterance: and that's just as a courtesy, to offer this type of account, since you are new to our banking family.

utterance: Oh yes. That sounds great.

utterance: OK.

utterance: I'll go ahead and put your information in there.

utterance: OK. Thank you so much for your help.

utterance: You're welcome. And I, I do need to ask you, would you like any further information about setting up online banking, in order to be able to access this account with ease in the future?

utterance: yes. Actually, I would. like I said, I was having some problems but I don't know if that would, it could of been my my internet connection. Sometimes it's, it's weak in here.

utterance: Well, we definitely have some issues going on right now with the the online portal that's currently being worked on. And I just recently saw a ticket stating that it would be completed this afternoon. So we'll be able to I can give you information on it at least .

utterance: And then you can go back and check to see if it's working later on, if you would like.

utterance: Oh yeah. That would be great.

utterance: So on our online banking, in order to check this account that we're setting up for you today, you'll just go to our website WWW dot Intellibank dot com. And you'll go over to the left hand side of your screen, scroll up to the top, there's a small hamburger menu, you'll click on that and then click on profile. And it's pretty easy. It, it, the video will start playing. It will show you how to set up your profile online.

utterance: Oh great. OK.

utterance: That's perfect.

utterance: All right. So I have completed this. I am now going to send out an email to the email you just provided me.

utterance: as a confirmation of this account opening. And would you like your checks to be sent to the address that you gave me as well?

utterance: Yes please.

utterance: OK.

utterance: OK. And I just pulled up my emails. I did receive that confirmation.

utterance: OK. Awesome.

utterance: So I just ordered checks for you. They should be to you between two to three weeks from now.

utterance: I'm sorry it takes so long.

utterance: That's just the system.

utterance: OK. That's no worries.

utterance: OK, Ms. Johns, was there anything else that I could help you with today?

utterance: no, that's everything. Thanks again. I appreciate your help.

utterance: You are very welcome. And thank you for calling Intellibank. And have a wonderful rest of your day.

utterance: You too.


speaker_role: Agent

utterance: Good afternoon welcome to Intellibank this is Rose how can I help you today?

speaker_role: Customer

utterance: hi Rose my name is Kim. I need some help please I am trying to close my savings account that I have with you guys.

utterance: OK I can definitely help you with that I just have to gather some information from you to get into your account.

utterance: Sure.

utterance: What is your your last name and your date of birth?

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

utterance: Thank you and I have to ask you your security question.

utterance: What is your mother's maiden name?

utterance: It's Murphy.

utterance: OK and you said you needed to close an account correct? Is that your savings or your checking?

utterance: I need to close my savings account and transfer the balance to my checking account.

utterance: OK and what is that account number?

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

utterance: Thank you and the reason for closure?

utterance: the the reason for the closure is that the fees I keep not having enough money to satisfy the minimum balance and and being charged so until I can build that savings up I'm just gonna close it for now and keep my checking account I have with you guys.

utterance: OK do you have the deposit routing number?

utterance: The deposit account routing number?

utterance: yes the routing number is zero five five zero nine five five seven five.

utterance: OK and the deposit account number?

utterance: Is one one two one zero zero zero five nine five.

utterance: OK and the amount of money you would like to transfer over into that account?

utterance: I'm

utterance: Sorry. We'll get to that in just a second let me go ahead and finish closing your account.

utterance: That's OK.

utterance: that's what I was gonna say I wanna transfer whatever the balance of the savings account is and I'm not sure exactly what that balance is.

utterance: It looks like the balance is three thousand and eleven dollars and twenty-two cents.

utterance: OK perfect so I'd like to transfer that over to my checking account.

utterance: OK.

utterance: All right Ms. Johns I have sent that sent that over to your account.

utterance: I'm so sorry I definitely have not. I need the I apologize. You were depositing this in your checking account which is the account number you just gave me that's not your mother's account right?

utterance: Right no that's my account.

utterance: OK.

utterance: Alright I have initiated that transfer and.

utterance: And then I also wanted to close my savings account.

utterance: OK.

utterance: And I am now closing that account and sending that out to your email. There's a confirmation that you should receive in thirty seconds if you could just check that and let me know that you received it.

utterance: Sure let me check.

utterance: OK I see I got the the confirmation of the transfer as well as the closure of the account.

utterance: OK.

utterance: And now you wanted me to transfer money to another account or was that the only transfer you needed to take care of today?

utterance: no I actually do want to transfer some money to my mother's account she has an account with you guys.

utterance: OK and that's from your checking?

utterance: yes from my checking, her name is Janice Murphy.

utterance: OK.

utterance: And I have her account number whenever you're ready.

utterance: OK go ahead.

utterance: It is seven zero eight five six four six seven four four. and I'd like to transfer five hundreds dollars even to her account.

utterance: Alright.

utterance: OK and I am completing that transfer and sending a confirmation to the email that we have on file.

utterance: OK.

utterance: Just let me know when you receive that email.

utterance: OK let me see.

utterance: Let me refresh this hold on one second.

utterance: OK.

utterance: OK I I received it.

utterance: All right.

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

utterance: no that's everything thank you so much for your help I appreciate it.

utterance: You're very welcome thank you for calling Intellibank and have a wonderful day.

utterance: You too.


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

utterance: yes hi. I need to on my account, update my email address.

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

utterance: yes I'm John Walker. Date of birth eleven ten nineteen sixty.

utterance: Thank you sir. And can I also have an authenticating ID number associated with this account? It could be your account number, a credit card or driver's license number, something that we have on file.

utterance: Oh, my driver's license yes. two, four, two, five, seven, four, nine, five.

utterance: Thank you sir.

utterance: Wait, wait. That's not right. my driver's license is Two, four, two, five, seven, four, eight, five.

utterance: Thank you sir. One moment please.

utterance: And for the to further assess the validity of your identity and for the security of your account there is a security question. what is the name of your first pet?

utterance: yes that would Judge. J, U, D, G, E. And I do have my account number handy if that helps. Eight hundred that's eight, zero, zero, one, four, one.

utterance: Eight zero zero one four one, sir?

utterance: Yes.

utterance: OK. One moment please while I pull up your account.

utterance: And what piece of personal information did you want to change sir?

utterance: my email address.

utterance: Yes sir and what would you like your updated email to be?

utterance: that's six, zero. No I'm sorry it's J Walker six zero at Gmail dot com.

utterance: Thank you sir.

utterance: OK. I've edited your profile. this change should take in effect immediately or by the end of the day. I've changed your old email from J Walker or excuse me. I've changed from your old email J at Walker dot com to J Walker sixty at Gmail dot com. is this is correct sir?

utterance: Yes. Could you spell that out just to make sure we get that right?

utterance: Yes sir of course. For your new updated email I'm going to update it to J W, A, L, K, E, R six zero at Gmail. G, M, A, I, L dot com.

utterance: Yes OK, thank you. Appreciate that.

utterance: Is there anything else I can do for you sir. Would you like to know more about online banking so you can check the status of your accounts more conveniently in the future?

utterance: no I'm I'm fine. I I gotta run now, just needed my email changed. Thank you.

utterance: You're welcome sir, have a good day.

utterance: All right, bye.


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

utterance: Yes, I'm rather upset right now. Apparently somebody has used my card. And I would like to have it disputed, please. For a transaction.

utterance: Oh, I'm so sorry to hear that. But I can definitely assist you today. Can you please provide the first and last name on the account?

utterance: Yes. It's Gladys Connor.

utterance: And what's the birthday, Gladys?

utterance: November nineteenth, nineteen eighty-eight.

utterance: And what's your authenticating ID number?

utterance: OK, it's C dash four oh six dash three three three dash seven five six dash one zero.

utterance: Thank you for that. And it looks like there's a security question on file. It's what street did you grow up on?

utterance: OK, it was Woodward Avenue.

utterance: All right. And is this going to be for an account or a credit card?

utterance: It's gonna be for my travel card.

utterance: OK, the traveler's credit card. Is that correct?

utterance: Yes.

utterance: OK, and what's that credit card number?

utterance: Oh, I'm sorry. I didn't get it. Give me a minute to go in the other room to get it out, so I've got the number, please.

utterance: No problem.

utterance: OK, I've got the number.

utterance: All right, go ahead.

utterance: It's four six zero zero dash one eight zero eight dash nine six zero four dash three six six seven.

utterance: All right, perfect. So let me go ahead and pull up this credit card here real quick.

utterance: All right.

utterance: OK, and I have the information pulled up. So there's a few questions that I need to fill out for the investigation team, so they can go ahead and look into this for ya. The first question I have is what is the amount of the relevant transaction?

utterance: OK, it's forty dollars even.

utterance: OK. And what's the disputed transaction date?

utterance: August nineteenth, two thousand and twenty-one.

utterance: OK. And what's the reason for the dispute?

utterance: suspicious activity. I didn't make this purchase.

utterance: OK. All right. So let me go ahead and just confirm this information with you. So the transaction amount is for forty dollars. The transaction date is August twentieth, twenty twenty-one. Is that correct?

utterance: August nineteenth. Twenty twenty-one.

utterance: All right, I'm sorry about that. So we have August nineteenth, twenty twenty-one. And the reason for the dispute is suspicious activity. Is that correct?

utterance: Yes.

utterance: OK. And I have a couple more questions to ask here before we proceed. Has anyone had access to your account and could have made this purchase?

utterance: No, ma'am.

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

utterance: Yes, I have.

utterance: And what did they say?

utterance: They said for me to contact you immediately so I can get this taken care of.

utterance: OK. And does the transaction look like it could be any type of regular membership you may have, or a subscription fee to anything?

utterance: No. It looks like a regular purchase.

utterance: OK. Well, it looks like we have all the information that we'll need, so I can go ahead and turn this in to the investigation team. At this point, we'll go ahead and send this over. They'll go ahead and investigate this transaction. and it usually takes them about seventy-two hours for them to come to terms if they need more information, or if they're going to close it out. but as of right now, what I can do to prevent further fraudulent transactions is I can go ahead and lock the credit card. That way, no other transactions can be completed on it.

utterance: Oh, that would be great. So, how long did you say, again? I'm sorry.

utterance: It should take about seventy-two hours for you to hear back from the investigation team on what they need, if they need anything else. If not, then they'll go ahead and tell you what the findings are from the investigation.

utterance: OK. Thank you so much. I appreciate it.

utterance: Not a problem. So I went ahead and I locked the card for ya. And is there anything else that I can help you with today?

utterance: No, not that I can think of.

utterance: All right. Well, I just want to say thank you for calling Intellibank. We value your business. And if there's anything else that you may need please fee free to give us a call, OK?

utterance: OK, I will. Thank you.

utterance: All right, thank you. And you have a great day.

utterance: You, too.

utterance: Mm, bye bye.


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

utterance: yes. I'm. I was shopping for a gift for a birthday gift for my wife. I need to find an ATM machine nearby, for a withdrawal. I also to make a transfer from from my savings to checking account please.

utterance: OK Sir. I can certainly help you with both of those things. first of all I'll go ahead and give you some local ATMs near your location first and then we'll go into your account and set up that transfer for you.

utterance: All right. Sounds good.

utterance: OK sir. So could you give me your current location including the city, state and ZIP code?

utterance: Yes. My current location is thirty-nine fifty-seven North Bend Street, Chicago, Illinois, six one six oh five.

utterance: OK so you gave me thirty-nine fifty-seven North Bend Street in Chicago, Illinois ZIP code six one six oh five?

utterance: Yes.

utterance: OK Sir. Give me just one moment while I look up that address. So I can locate a couple a ATMs nearby you.

utterance: All right. Thank you.

utterance: All right sir. can I get your first and last name please?

utterance: Yes. My first name Dale. Last name Walker.

utterance: OK.

utterance: OK, Mr. Walker, I just want to know exactly who I'm talking to right now.

utterance: All right.

utterance: OK Sir. So Mr. Walker I've located three ATM locations nearby that address there they're less than half a mile away from you. So you should be able to get to them pretty quickly. OK. You wanna take these down right quick?

utterance: OK.

utterance: yes. I'll do that.

utterance: OK Sir. That first location is at eight one nine North Thelma Drive.

utterance: OK.

utterance: OK Sir and that ATM is located outside of the branch. So you can access that twenty-four hours a day.

utterance: All right.

utterance: Cool.

utterance: Mm OK. This next ATM location is at eight twenty-four Scotts Lane.

utterance: All right.

utterance: That is located inside a lobby of one of our branches. So it actually is accessible until five p.m. today.

utterance: OK. Got it.

utterance: OK. So and this next location is at five sixty-three East Pinporg Drive.

utterance: OK.

utterance: OK. This location is twenty-four hours as well. It's located outside our branch, but it is not a drive-up. ATM is a walk-up.

utterance: Oh OK.

utterance: All right Sir. So you also wanted to make a transfer from your account?

utterance: Yes.

utterance: OK. I'll need to get a little information from you before I can go ahead and process that request.

utterance: All right.

utterance: OK. To verify you said your first and last name was Mr. Dale Walker?

utterance: Yes Maim.

utterance: OK Sir. Could you giver me your date of birth please?

utterance: yes. My date of birth is ten thirty-first nineteen seventy-four.

utterance: OK. You said your birthday was ten thirty-one nineteen seventy-four?

utterance: Yes.

utterance: OK. And for authentication purposes, could I get your driver's license number please?

utterance: Yes. My driver and license number is six one nine five two four nine six nine.

utterance: OK. So you gave that number six one nine five two four nine six nine?

utterance: Yes Maim. That's correct.

utterance: OK. Thank you so much Mr. Walker and for security purposes, could I get your mother's maiden name please?

utterance: Yes. My mother's maiden name is Wilson.

utterance: OK. So yes Sir. I have that on file. Mother's maiden name is Wilson. All right Sir. Is that account you wanted to make a transfer from your checking or savings?

utterance: checking.

utterance: From my checking. hold on. Wait a minute. From my savings I believe.

utterance: OK Sir. So you want to make a transfer from your savings to your checking?

utterance: Yes.

utterance: All right. Give me just one moment while I I. It's going to your account. Could you give that saving account number please Sir?

utterance: the savings account number is five three nine two eight. sorry about that. Wrong number. It's five one four eight one nine nine two nine zero.

utterance: OK Sir. To verify that number is five one four eight one nine nine two nine zero?

utterance: Yes.

utterance: OK. Give me just one moment while I look up that account information.

utterance: OK.

utterance: All right Mr. Walker looks like you have a current balance of four thousand three hundred and forty-two dollars in you saving account. Exactly how much were you wanting to transfer today?

utterance: probably just two hundred.

utterance: OK. So you wanted to transfer two hundred out of this savings into your checking account?

utterance: Yes, please.

utterance: OK Sir.

utterance: And this is your internal account with this bank?

utterance: Yes.

utterance: All right Sir. Could you give me that account number please?

utterance: Yes. Five one four three three six. Seven zero seven zero.

utterance: OK Sir. To verify that number was five one four three three six seven zero seven zero?

utterance: Yes Maim.

utterance: OK Sir. Give me just one moment while I handle your request.

utterance: All right. Whew. That woman's gonna be fifty-seven years old.

utterance: Oh well congratulations, sir. That's great.

utterance: Been married about twenty years and it seem like it's still just five.

utterance: Oh that's wonderful to hear, sir. I've only been married for five years now so.

utterance: Oh you know you over the hump yet now man.

utterance: Oh, no, we.

utterance: We've got a long way to go.

utterance: Yes you do.

utterance: All right Sir. Looks like I've already gone ahead and processed that a request for you. That is immediate. So you should have two hundred in that account extra. So you can go ahead and do any transactions you need to do today.

utterance: OK.

utterance: All right Mr. Walker is there anything else I can help you with today?

utterance: That will be it.

utterance: All right. Thank you so much for giving us a call to get today again. My name was Leslie. I hope you enjoy the rest of your day Sir.

utterance: Thank you.

utterance: Thank you. Bye bye.

utterance: Bye.


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? How's your day been going?

utterance: I'm doing pretty good. Thank you so much for asking. It is almost the end of the work day and I am so happy.

utterance: That's what I'm talking about. That's where I am at the end of the work day.

utterance: Yeah. It couldn't come too soon and it isn't Friday yet so.

utterance: Right right. Need the gas pedal. Hit well I need your help please finding an ATM. my phone is is actually dead and I need some help finding the ATM. I have a ZIP code here. I'm not too far from home but the the ZIP code is one nine one two seven.

utterance: Yeah.

utterance: One nine one two seven?

utterance: Yes.

utterance: OK. Bear with me just a moment.

utterance: Sure.

utterance: OK and do you need any that are Let me just make sure I have this correct. OK. Do you need any that are twenty-four hours or do you need them inside a banking location?

utterance: I guess whatever you have. If you can give me just a couple of names. I may need to do I would like to know twenty-four hours ATMs that are twenty-four hours but I probably will need to go into a branch at some point.

utterance: Sure. Well I've got a I've got. Let me see. I've got one twenty-four hour one so far. I've got two that are twenty-four hour and I'll give you those first. the first one's at four four one seven Main Street and that's open twenty-four hours.

utterance: OK.

utterance: And then I have another one at one oh five Grape Street. That one's also twenty-four hours.

utterance: Oh OK. Perfect.

utterance: And then one that's pretty close to well I'm not sure exactly where your address is but this one is the Santander Bank ATM and that one closes at ten p.m. and it's inside a CVS.

utterance: Oh OK.

utterance: Perfect. I know that location.

utterance: And that's

utterance: Yeah. Three seven zero Main Street. Three seven eight zero Main Street. I apologize.

utterance: Oh no. That's OK. Perfect. OK.

utterance: Did you

utterance: Need any other ones?

utterance: no but while I have you I was gonna go into a branch to open up a savings account and I figure I might as well do it while I have you if that's OK. couple of minutes.

utterance: Sure.

utterance: I can definitely take care of that while we're on the phone. I do have to ask you some information so that we can get you an account. and you're opening a checking account or did you say savings?

utterance: I'd like to open a savings account.

utterance: All right. Bear with me just a moment. Get to that screen.

utterance: OK. I just have to ask you some questions so we can get this set up for you. I know you said your first name was Kim. Is that Kimberly or just Kim?

utterance: no. It's it's just Kim and my last name is Johns it's J O H N S.

utterance: All right. And what is your date of birth?

utterance: It's April twenty-fourth nineteen seventy-seven.

utterance: OK. And what about you social security number?

utterance: That's one seven three seven three nine five zero three.

utterance: Thank you. And Miss Johns I have to set up a security question for you. Those have a few options and you can pick whichever one sounds the best. what's your what is the name of your first pet, what street did you grow up on and what is your mother's maiden name?

utterance: I can we'll do the street I grew up on and the street name is Broadway.

utterance: All right. Also need your telephone number and your address.

utterance: OK. My telephone number is seven one seven nine nine three zero seven eight five. and my address is forty-nine Holland Drive Philadelphia, PA one nine one zero one. but that is a more recent address. I did move now I have an account with you a checking account with you all and it may have my old address which is seventeen hundred Willow Brook Lane.

utterance: I do see that one.

utterance: Oh OK. And it's still Philadelphia, Pennsylvania one nine one two seven.

utterance: Yeah. It came right up when I typed your name in.

utterance: Oh OK. if it's possible I'd like to update that to my current address.

utterance: Sure.

utterance: The forty-nine Holland Drive and still Philadelphia, PA and the ZIP is one nine one zero one.

utterance: OK. Certainly. Bear with me just a few moments while I update that for you.

utterance: OK. Thank you.

utterance: All right. And it looks like you still have the option of being offered a free account that doesn't have any interest rates and does not have any fees so you won't incur any of those things if you would like to have that type of account.

utterance: sure. Yeah. That would be great.

utterance: Awesome. We'll go ahead and get you signed up for that. And that's just a courtesy as a banking family since you've already been a part of our our company. you're very welcome. OK. So I've got that set up for you and did you give me an email address? I don't see one.

utterance: Thank you so much.

utterance: no I.

utterance: My apologies. My email address is it's my first initial and last name. It's K Johns seven seven seven at Gmail dot com.

utterance: OK Miss Johns. Thank you so much. I just sent you a confirmation of this account being opened. You should have that in about thirty seconds. When you get a chance could you check and see that that came through?

utterance: yeah. I'm logging in now and I do see that confirmation. Perfect. Thank you so much.

utterance: OK. Awesome.

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

utterance: no. That was everything. You took care of it all. Thank you so much again.

utterance: Oh you're very welcome and thank you for calling Intellibank. I hope you have a wonderful rest of your afternoon.

utterance: You too.

utterance: Thank you. Bye bye.


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

utterance: yes I'm a customer with you guys and I have I have multiple accounts but I'm calling to dispute a charge on my credit card. can someone help me over the phone with that?

utterance: Absolutely! I'm gonna need to collect a couple pieces of information just so I can verify who I'm speaking with and also look inside of your accounts. So first can I have your first and last name?

utterance: yes my name is Sarah Dunning. I live at forty-five forty-two Cherry Street. C H E R R Y Street. what else do you need from me?

utterance: actually I I only needed your first and last name. I didn't need your address but I am gonna need your date of birth.

utterance: OK, my date of birth is oh eight oh seven nineteen eighty.

utterance: OK, I'm also gonna need your driver's license number.

utterance: OK, that is two one two oh six oh seven one three.

utterance: OK wonderful. OK I have all of your accounts in front of me and I remember you said you were disputing a charge on your credit card. since you're a gold member with our credit card we have one extra security measure in place where I'm gonna have to ask you for your mother's maiden name.

utterance: OK, it is Martin. M A R T I N.

utterance: OK, wonderful. Thank you. Let me open up that account.

utterance: OK now that you have every single piece of my information let me think. the the account. The so the credit card account I have I'm disputing a charge.

utterance: OK yes I have it open now. Which charge are you disputing?

utterance: OK so on June twentieth I have on June twentieth I was charged twice is is really what happened. I was charged fourteen ninety-nine twice by a company called Robux. I did want one of the charges. I did authorize one of the charges but that company has charged me twice for the same exact thing. So I need to get that disputed and deleted.

utterance: OK, let me look at your account here. Just give me a second. I'm gonna find the charges that you're speaking of.

utterance: OK, that's fine. I'm in no rush. I I'm on my lunch break and it is a beautiful day outside. I can't tell you. I don't know where you're at but here it is like sunny and seventy-five.

utterance: That's wonderful. Unfortunately where I'm at it's cloudy and rainy. not the greatest day to be outside but luckily I'm not outside.

utterance: Oh man I'm sorry to hear that cuz it is beautiful here.

utterance: OK Mrs. Dunning, I have your account up. I am looking at those charges. I see exactly what you're talking about and thankfully on your credit card you are a gold member so you have a special security and fraud protection plan in place to where I can flag that second charge and have it investigated, looked into. They're just gonna verify that everything that you said it makes sense. They'll probably contact the company and it will be deleted. Now it probably will take up to fourteen business days but within that time that second transaction's gonna be frozen. You're not gonna be charged for it, you're not gonna be responsible for it. You will just see it for the next fourteen days. And then after that it will just disappear. So let me go ahead and take care of that. Let me make notes on your account. Let me flag it.

utterance: OK so, this . You're you're gonna go ahead and take care of that. So this protection plan do I do I get charged for that? Like is that something I pay for or is that am I. How does that work, like do I need to upgrade it? Because I I really don't want things like this happening where I get charged for things that I shouldn't.

utterance: Actually ma'am it's part of this credit card that you have. It's just a an added feature. It doesn't cost any extra. it's just an added bonus for when things like this happen. You don't there there's no way to upgrade to a better version unless you were to get a totally different credit card but this this is included in this package.

utterance: Oh OK well I guess I won't be. I won't mess around with that today. It sounds like what I have in place is is pretty pretty good. It's working, it's taken care of me today, and I really don't feel like getting a new credit card if there's one with better security. I feel like that's just kinda gonna be a hassle so I'll just stick with the credit card I have for now and and it seems like the protection plan I have is pretty good.

utterance: yes ma'am this this plan's very good and the credit card that you have it's already in place, it's already set up, so I wouldn't see any reason to change it unless you unless you wanted to and we do have multiple cards that you could look into and I could I could explain them to you and see if you would be interested in making a change.

utterance: actually no, like I said I'm on my lunch break and I would like to enjoy some of this day so if we could just get that dispute taken care of I think I'll just I think I'll just have that be my only issue today.

utterance: OK ma'am, I have made notes on your account and I have also flagged that one charge. You you won't have anything you won't have to do anything from here on out. It should be totally resolved in the next fourteen days. You'll see it but it won't be something you'll be responsible for and then after fourteen days it should just disappear. You also get a follow up email or alert if you do online banking of what happened and when this all takes place so, you'll know everything that's happening. You won't have to wonder about it. Is there anything else anything else I can help you with today?


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

utterance: Yes Jerry, I lost the keys to my lock box. But I I'll come in another day to take care of that. I'm really calling because I lost my card.

utterance: OK, and if I can, just so that I know who I'm speaking with, if I may ask, what is your name?

utterance: Yes, my name is Evelyn Richards.

utterance: OK, Ms. Richards, thanks for giving us a call, and you said you lost the keys to your lock box.

utterance: I did, but I'll come by the bank and take care of that issue another day. I really need to just call because I lost my card.

utterance: OK. Understood. We look forward to having you stop by the branch whenever you can your time allows, but you said that you lost your card. Is that correct, Ms. Richards?

utterance: Correct.

utterance: OK, Ms. Richards if I could, so sorry to hear that. Of course glad to assist you with this issue. And see if we can get this taken care of for you. If I could just ask some information to verify, what is your your date of birth and your address?

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

utterance: Eleven eleven eighty-four.

utterance: Yes. And my address is three six eight eight.

utterance: Three six eight eight.

utterance: Yes, Layman Court.

utterance: Layman Court.

utterance: Yes. Smyrna, Georgia.

utterance: Smyrna, Georgia.

utterance: Three zero zero eight zero.

utterance: Three zero zero eight zero.

utterance: Yes.

utterance: OK. Terrific. I think I have this information, and I just need to ask Ms. Richards that what is your account number?

utterance: My account number is nine eight four six five nine.

utterance: OK, and what is your card number?

utterance: And my card number is four four seven nine six five three two seven four four six three nine two six.

utterance: Thank you for that Ms. Richards, and I have your account pulled up here if you would could you let me know do you have an idea of when you lost the card?

utterance: Yes, I lost the card on September sixteenth.

utterance: OK. So that was September sixteenth.

utterance: Yes.

utterance: Alright, and do you know where you last used the card?

utterance: Yes, it was last used at Target.

utterance: OK. Target. And do you recall what the amount was for the transaction?

utterance: Yes it was for twenty-five dollars.

utterance: OK. That was twenty-five dollars at Target.

utterance: Yes.

utterance: Alright, and thank you for that information. I was able to confirm and verify your account. And I will move forward with your request here Ms. Richards of I have let me just pull something up here briefly Ms. Richards, how's your day going?

utterance: Mhm.

utterance: Oh, my day's going great. I'm glad that I was able to call to get this taken care of so I feel better.

utterance: We of course love taking care of our customers, and I see you've been a customer with us for the since two thousand and sixteen.

utterance: It's been that long?

utterance: We've really truly appreciate your business it's time flies.

utterance: It does. It does.

utterance: And Ms. Richards, I've gone ahead and processed your request. I have gone ahead and canceled that particular card.

utterance: OK.

utterance: And you will soon receive your card in the mail at the address you gave me earlier. within seven to ten business days.

utterance: OK, that's good. That is good. Now what is the online process? Could you explain it?

utterance: Certainly! Glad to do that for you. So what you can do Ms. Richards is simply go to our website and when you go on our website you can enter in your account number and set up a password to access your account online.

utterance: OK.

utterance: And once you access that account online, it's very simple. Our website is very user friendly for customers, and there you'll be able to see what your account balance is.

utterance: I like that.

utterance: You'll also be able to make transfers online look at your bank statements and do a variety of other of of of account maintenance issues with your online access.

utterance: OK, that is great. That's great. Well, would would you mind telling me what my savings account balance is?

utterance: Certainly! and let me just see. Ooh, do you know that account number is for your savings account?

utterance: Yes, it's nine eight four six five nine.

utterance: Nine eight four six five nine.

utterance: Yes.

utterance: OK, yes. I have that pulled up. Your account balance here appears to be two hundred and six dollars and fifty-three cents.

utterance: OK. Two hundred six dollars and fifty-three cents. OK. Thank you for that and up would also like to make a wire transfer if I could.

utterance: Happy to do that Ms. Richards. You want to make a wire transfer?

utterance: Yes.

utterance: OK, and Ms. Richards do you know what the account number is for your account that you wish to do the refunding of your wire transfer?

utterance: Yes, I do. It is the nine eight four six fix eight.

utterance: OK, your checking account.

utterance: Yes.

utterance: OK, and Ms. Richards, do you know the amount that you wish to transfer?

utterance: Yes, I'm gonna transfer a thousand dollars.

utterance: OK. we will get I see you want to do a thousand dollar wire transfer from your checking account?

utterance: Yes.

utterance: Terrific, and what is the account number for the routing number of the of the bank that you wish to.

utterance: Yes, I would like to send it to this account. The routing number is three two eight one seven four and the account number is six one zero four nine one.

utterance: OK. And Ms. Richards, that is a is that a international or domestic account?

utterance: It's an international account.

utterance: OK, so we'll be doing an international wire transfer.

utterance: Yes.

utterance: And we're going to be transferring funds of a thousand dollars to account routing number three two eight one seven four?

utterance: Yes.

utterance: And the account number is six one zero four nine one?

utterance: Yes, it is.

utterance: OK. I have gone ahead and processed that for you and just so that you know, as you may be aware for international transfers there's an additional zero point five percent of weight on international wire transfers.

utterance: Thank you for letting me know that, because I was going to ask was there extra fees or for that.

utterance: Yes, ma'am. thankfully, it's only a point two five percent higher rate because we do try to keep costs down for our loyal and valuable customers.

utterance: Well, thank you. I appreciate it.

utterance: And it appears that the transfer has gone through, and your confirmation number, do you want that or or or not, Ms. Richards?

utterance: No, that's OK. Thank you.

utterance: OK.

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

utterance: No.

utterance: Well thank you again Ms. Richards for giving Intellibank a call. We really do value and appreciate your business.

utterance: You're welcome.

utterance: You have a great day.

utterance: You too.


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

utterance: Yes, my name is Wilbur Johnson, and I'm trying to find my check account. And also the newest branch.

utterance: OK. And I'm sorry, did you say your first name is Wilbur?

utterance: Yes, Wilbur. W I L B U R. Last name is Johnson.

utterance: OK.

utterance: OK, perfect. All right, Mr. Johnson, thank you so much. And just to let you know, this call is being recorded on a secured line, and again, my name is Casey Watkins, and my number is eight two five seven one four.

utterance: All right. Thank you.

utterance: all right, Mr. Johnson could I. Before I pull up your account information, can I please get you to verify the last four of your Social Security number?

utterance: Yes, it's seven two one eight.

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

utterance: My date of birth is January second nineteen sixty-two.

utterance: Ooh, almost a New Year's baby.

utterance: Yeah.

utterance: OK, thank you so much for that information And, And you said you were trying to locate your checking account? what were you. what information were you wanting from it?

utterance: I just wanted to know my balance.

utterance: OK. Your balance? OK, perfect. OK, so before I pull that up can I please get you to answer you security questions that we have on the account? I have two questions. the first one is what state were you married in?

utterance: Florida.

utterance: OK, and then the second one is, what was your mother's maiden name?

utterance: Jackson.

utterance: OK. Perfect, thank you so much. All right, so I have you account pulled up here. And OK, so I see that you have a business and a personal checking account with us. so which account were looking for the balance, or for both?

utterance: It was for my business.

utterance: OK. OK, perfect. let me get that pulled up. And that is Flowers by Johnson?

utterance: Yes.

utterance: OK. Awesome. Are you a florist?

utterance: I am. I might send you some flowers if you do it ribye bye. If you me a good job.

utterance: That would be awesome.

utterance: Yup.

utterance: I love I love Hawaiian flowers. Do you have any Hawaiian flowers?

utterance: I'm more than certain that I can get them.

utterance: Very nice. OK, so I see this account and it looks like your current balance is forty-seven thousand six hundred and twenty-one dollars and seventeen cents.

utterance: OK, that matches up. That matches up.

utterance: OK. Perfect. How long have you had your business?

utterance: Oh, I just started about ten years ago. Something that on the side when my wife passed away and something just for me to do and just been having fun doing.

utterance: Oh, that's so sweet. N~.

utterance: Thank you.

utterance: I'm sure you have given her a beautiful memory.

utterance: Yes.

utterance: That was beautiful. lets see here. and then I'm sorry, Michael, you had also asked me another question other than your account balance?

utterance: Yeah, I was asking for a nearby branch?

utterance: Oh, OK. Yes, perfect. OK, so I see that your your business is actually located in Irving, Texas, Is that. Is that correct?

utterance: Yes.

utterance: OK, and is that where you were looking for a branch?

utterance: Yes. Yeah. I'm looking to expand my business, so I wanted to see if I could come in and talk about getting a business loan.

utterance: Absolutely. Yes, we definitely have commercial bankers in all of our branches that would be able to help you with that.

utterance: All right. Thank you.

utterance: so I was going to say you're actually in luck because we don't have as many branches in the Texas area, but there actually is a Intellibank branch in the Irving area.

utterance: Oh.

utterance: Amazing. Amazing.

utterance: so it looks like it is in Irving off of Highway one eighty-three, if you're familiar with that?

utterance: Yes, ma'am.

utterance: OK. OK. So, perfect. So, yeah, it looks like they are they would be open until six p.m. today and we should have our commercial lenders there as well until six p.m. and then of course next week we would be open from nine to six everyday, because we actually have extended hours to make it a little bit easier for people to make it if they can't make it by five.

utterance: Oh that is awesome.

utterance: and so I have If you have a pen ready, I can give you the specific address for the branch.

utterance: I'm ready.

utterance: OK. then it is five four six.

utterance: Five four six.

utterance: South.

utterance: South.

utterance: Highway eigthy-three.

utterance: Highway eighty-three.

utterance: I'm sorry. One eighty-three.

utterance: Highway one eighty. OK, that.

utterance: Yes, I'm sorry.

utterance: I was going to correct you.

utterance: Don't worry You missed it. I love correcting, Miss.

utterance: Yeah, missing a number.

utterance: That's OK, Miss .

utterance: Oh OK, and then that is in Irving, Texas?

utterance: Yes.

utterance: And that's seven five zero four one.

utterance: Yes.

utterance: OK. You got that?

utterance: I got it.

utterance: OK. Awesome. OK so I believe that that's all the information you needed from me. Is there anything else I can help you with today?

utterance: That's it. Just and just stay blessed. I appreciate you.

utterance: OK. No problem. All right Mr. Johnson, have a wonderful rest of your day and weekend. And thank you for calling Intellibank.

utterance: Thank you.


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

utterance: yes, my name is Toby Barlow. B A R L O W. And my date of birth is August twelfth nineteen seventy-five and I live at eight five zero five Strawberry Street. Oklahoma seven two three nine six. and I need to check my account balance please. I I'm gonna try to buy some four wheeler tires and I need to know if I got enough money in my bank to do that.

utterance: All right Mr. Barlow I can absolutely let you know how much is in your account. can you go ahead and verify your date of birth for me one more time please?

utterance: August twelfth nineteen seventy-five.

utterance: All right and the last four digits of the account number you're wanting to check.

utterance: Three eight eight nine.

utterance: All right I've got your account pulled up here and it shows that you have got a checking account with us as well as a savings account. which one of those were you wanting to inquire about?

utterance: let's do my checking account.

utterance: All right. It's showing that as of today your checking account has four hundred and ninety-two dollars and sixteen cents.

utterance: Ooh that's not gonna be enough I don't think to buy those four wheeler tires Can you transfer money from my well lemme lemme check my savings account balance.

utterance: Absolutely. It's shows your savings account balance is one thousand ninety-six dollars and thirteen cents.

utterance: OK. can you transfer five hundred dollars from my savings account to my checking account? That should be enough to buy those tires.

utterance: Absolutely sir. let me go ahead and put that through there. You're wanting to transfer, just to confirm, you're wanting to transfer five hundred dollars from your savings account into your checking account. Is that correct?

utterance: Yes sir.

utterance: All right . And just for your safety and security sir can I have the last four digits of your social security number?

utterance: Nine four two one.

utterance: All right sir I've made that transfer for you. You should see that reflect on your balance in about thirty minutes. it's usually faster than that but give it about thirty minutes just to be safe.

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

utterance: Oh the weather's been it's been beautiful out here. Actually it's been sunny and not too warm, not too cold. how's the weather been doing where you're at?

utterance: It's been raining raining bad here. It's about to flood me out.

utterance: Oh that's not good. I can understand why you might need some new four wheeler tires then.

utterance: Yeah.

utterance: Yeah. The the rocks and and the tree roots are really tough on the four wheeler tires so I need some new ones.

utterance: Oh I can imagine . All right Mr. Barlow well is there anything else I can help you with today or would you like information on setting up online banking where you can at your convenience be able to check your accounts and make those transfers without having to give us a call?

utterance: I don't think so. I'm not really tech savvy. I. I have trouble just remembering my own name.

utterance: Well.

utterance: that's not a problem Mr. Barlow. I. I definitely understand that. well it's not a problem. Any time you need to check anything or have any other questions with your accounts here at Intellibank you can always feel free to give us a call twenty-four seven.

utterance: All right well I do appreciate it.

utterance: Absolutely Mr. Barlow and we appreciate you being such a loyal customer here at Intellibank. Again, my name is Aaron and if there's nothing else I can help you with today I will let you enjoy your day.

utterance: OK. I appreciate it. You have a good day too.

utterance: You too Mr. Barlow. Have a good one.

utterance: All right. Thank you.


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

utterance: Hi, my name is Jackson. my mom is always running out of money.

utterance: OK, Jackson, and were you thinking of sending her some money?

utterance: Yeah.

utterance: Oh, and do you have an account with Intellibank?

utterance: Yeah, I have a checking account.

utterance: Does your mother have a checking or savings account either with Intellibank or with another financial institution?

utterance: Yeah, she has a checking account.

utterance: OK. Well, Intellibank offers domestic and international wire transfer services. Would you like to transfer money from your Intellibank checking account into your mother's checking account?

utterance: Yeah I would.

utterance: All right, I could get you squared away today. To start let's retrieve your account. What's your full name and address and date of birth?

utterance: My name is Jackson McDaniels, my address is seven thirty-eight Hampshire Lane. And my date of birth is September twenty-first nineteen ninety-nine.

utterance: Thank you for that and please verify your account number for me.

utterance: My account number is zero zero one six three nine two two one seven .

utterance: Zero zero one six three nine two two one seven, is this account will be withdrawing funds from today?

utterance: Yes.

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

utterance: Winky.

utterance: All right, thank you, Jackson. I see you have a balance of one thousand one hundred thirty-eight dollars and ninety-two cents in this account.

utterance: that sounds right.

utterance: And is this going to be a domestic or an international transfer?

utterance: my my mother's in Canada. Since that's in North America I suppose that's domestic.

utterance: Actually, sir, Canada is considered international.

utterance: Oh OK. does that cost more?

utterance: the fee for international wire transfers is the same. as the domestic transfers and that's nine dollars and ninety-nine cents, for any transfer in the amount of five thousand dollars or less.

utterance: Oh well I'm only going to send her a hundred dollars. So what will that fee be for for me?

utterance: That'll be nine ninety-nine. Again the fees for zero to five thousand nine ninety-nine.

utterance: OK. since I must do it.

utterance: All right, Jackson, and will you please provide me with the routing number for the account you'd like me to forward your funds to?

utterance: sure, just give me a second I had her info written down.

utterance: No problem take your time.

utterance: Which one is the routing number?

utterance: The routing number should be nine numbers.

utterance: OK. The routing number is ninety two five four three six four four.

utterance: You said ninety two five four three six four four.

utterance: Yes.

utterance: Thank you, and what is the account number?

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

utterance: Yeah .

utterance: OK thank you . And how much did you want to transfer today?

utterance: Like I said that's under a hundred dollars.

utterance: OK. To confirm Jackson McDaniels is authorizing an international wire transfer in the amount of one hundred dollars, from his Intellibank checking account number zero zero one six three nine two two one seven. We are sending these funds to routing number nine eight two five four three six four four and the account number is seven four five six two eight nine nine one zero. Is all of this information correct?

utterance: That's right.

utterance: OK. I will go ahead and process this request. It will be final within thirty minutes you'll receive an email confirmation of this transfer when the funds are posted to the following account. Is the email on file still correct? J McDaniels at Hotmail dot com.

utterance: actually, can you send it to Jackson McDaniels at Hotmail dot com?

utterance: Is it J A C K S O N M C D A N I E L S at Hotmail dot com?

utterance: Yes, it is.

utterance: Would you like me to update that in our system?

utterance: Yes, please.

utterance: All right, let me get that switched for you. I'll also go ahead and process this wire transfer request and I have a transaction ID number for you to write down.

utterance: OK.

utterance: OK, Jackson. I have a transaction ID number for you if you're ready?

utterance: Yeah, I'm ready.

utterance: That number is nine nine nine one two six five.

utterance: Nine nine nine one two six five got it.

utterance: And your new balance is one thousand thirty-eight dollars and ninety-two cents. Would you like to receive information regarding additional services and pending promotions here at Intellibank?

utterance: not particularly but I can do a wire transfer like but can I do a wire transfer like this online?

utterance: Yeah, you can do wire transfers on our websites. It's WWW dot Intellibank dot com. You could set it up as a one time transfer or set it up recur at whichever interval you'd like. We also have a mobile app available at the Play Store, once you downloaded it to your phone you have access to over a hundred Intellibank services at the touch of a button.

utterance: Cool, I have to look into those.

utterance: All right, is there anything further I can assist you with today?

utterance: Nope, that should do it. Thank you so much for all your help.

utterance: No problem have a great rest of your day.

utterance: Thanks, you too.

utterance: Thank you bye now.

utterance: Bye.


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

utterance: Hi. Yes, I need to report a card lost.

utterance: Sure. I can help you with that.

utterance: May I have your first and last name, please?

utterance: Sure. It's Mellisa Joseph. And I'm sorry that I sound so like blah. I'm really upset about this. I don't know if it was lost or somebody took it out of my purse.

utterance: I understand completely, ma'am. We'll get to the bottom of it.

utterance: Thank you.

utterance: OK, so Melissa Joseph. What is your date of birth, ma'am?

utterance: And, so.

utterance: it's February fourteenth, nineteen ninety-six.

utterance: Oh, Valentine's day. How exciting. That's an awesome birthday.

utterance: Well it would be since it's right around the corner, if I had my credit card.

utterance: I totally understand, ma'am.

utterance: All right. And by any chance do you happen to know your account number?

utterance: I if you give me a second I can go see if I have it written down somewhere.

utterance: But like as I said I don't have the credit card so I don't know the number by heart.

utterance: Not a problem.

utterance: One second.

utterance: Hi. I'm back. I'm so so sorry that it took this long. My kids must've moved my purse and I couldn't find it.

utterance: It's not a problem at all. We can just go about this another way.

utterance: Do you happen to know your security question information?

utterance: But of course.

utterance: All right. So what is your mother's maiden name?

utterance: It's Weiss. It's spelled W E I S S.

utterance: And that's Weiss W E I S S?

utterance: Yes, ma'am.

utterance: All right, bear with me one second while my computer generates this information.

utterance: Sure. No problem.

utterance: I do apologize. My computer seem to be running a little bit slow right now.

utterance: How is your day going other than you know the obvious?

utterance: Well, let's see. My five-year old likes to jump on the couch and my two-year old has finally found his voice and all he does is scream.

utterance: And he thinks it's funny.

utterance: Oh, that's kind of exciting though, no? That means that speech will be coming soon.

utterance: I hope so cuz I definitely wanna know what he is talking about.

utterance: All right. I have that information now. let me just ask you what is the date that the card was lost or stolen?

utterance: it was lost or stolen on I believe July thirteenth but I didn't figure it out until the like the fifteenth that I didn't have it.

utterance: Not a problem.

utterance: do you by chance remember your most recent transaction?

utterance: Are you kidding me? Do you really need that information?

utterance: It's OK if you don't know, ma'am. Maybe you know the name of the business or can describe the business.

utterance: Well, if I remember correctly, I think I went to a Target and I think I went to a Starbucks.

utterance: A Target and a Starbucks. OK. Do you know around the dollar amount?

utterance: Are you kidding?

utterance: I. I can list your last couple transactions if you'd like to verify.

utterance: Sure. That would be great, because I honestly can't remember dollar amounts.

utterance: Not a

utterance: Problem. OK, so it appears here that you have a Target transaction for twenty-two dollars and sixty-two cents. Does that sound right?

utterance: Yes.

utterance: OK, that is the last transaction I see in the system for you.

utterance: All right. So I'm going to go ahead and cancel that card for you with your permission. Shall I go ahead and do so?

utterance: Yes, please. and while you're at it I'm just curious on how long it will take to do this because I really have somewhere else to be and after you do it when will I be receiving my card?

utterance: Not a problem. This will be done momentarily within the next two minutes.

utterance: as soon as you give me the permission the card will be canceled.

utterance: And by the time we hang up the phone we will have you a new card reissued that will be into the mail to you in the next three to five business days.

utterance: OK, thank you. So go ahead and close it for me.

utterance: Absolutely. So card is now been closed.

utterance: And I'm go ahead and reissued you a new card and we're sending out that card to the address on file which is fifteen oh one Northeast Thirty-fourth Court in Fort Lauderdale, Florida three two three four three.

utterance: actually no. The address was correct but the ZIP code is three three three three four.

utterance: Oh I do apologize, ma'am.

utterance: Let me just go ahead and update that in my system here.

utterance: Three three three three four.

utterance: Yes, ma'am.

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

utterance: Nope. That will be it. As long you issued my card and I get it, we're good.

utterance: Yes, ma'am. Well, thank you so much for calling Intellibank and you have a good day.

utterance: You too. Bye bye.


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

utterance: Yes, hi. I'm calling in. My I wanna dispute some charges on my credit card account.

utterance: OK. Well, I'm sorry to hear that you need to dispute some charges. I'd be more than happy to assist you with pulling up the account and taking a look at those charges. All right. I can get your full name and date of birth, please?

utterance: yes. My name is Wu Nelson. And my date of birth is ten nine, nineteen ninety-two.

utterance: Thank you very much for that information. All right, and the last four digits of your social security number and full address, please?

utterance: yes, it's zero seven six four. And three five one two, Snyder Avenue, Newark, New Jersey. Zero seven one zero one.

utterance: Thank you very much for that information, Mr. Nelson. All right. Now, let's take a look here. So, you said there was some charges you wanted to dispute on your credit card account. Is that correct?

utterance: Yes, that's correct.

utterance: All right, what's your what's your. Which credit card is it?

utterance: It's my Mastercard.

utterance: All right. And what's that Mastercard number?

utterance: hold oh shoot. Hold on. I thought I had it with me. Give me one moment. I gotta go get it.

utterance: OK, that's fine. Take your time.

utterance: All right. Hello? Are you still with me?

utterance: Yeah. Yes, I'm still here.

utterance: Oh, perfect. Thank you. All right. So, my card number is five two, seven three eight eight one four nine eight three three two two nine six.

utterance: All right. Thank you very much. So that was five two seven three eight eight one four four eight three three, two two nine six?

utterance: no, I'm sorry. I gave it to you wrong. It's. Let me read it back to you again. It's five two, seven three, eight eight, one four nine eight, three three two three, nine six.

utterance: OK. Thank you. So that's five two seven three, eight eight one four, nine eight three three, two three nine six.

utterance: Yes, that's correct.

utterance: OK, thank you. Give me one moment. Lemme go ahead and pull up this account.

utterance: Oh, sure. No problem. Take your time.

utterance: You know I was reading online this morning before I called in about how these people can steal your credit card information at the gas pumps. And I mean they actually physically just put a whole new thing on there, and and just steal your information every time you swipe. That's crazy, isn't it?

utterance: Yeah. Yeah it is. I tell you what if they uses their ingenuity, they're worth good. They probably, you know do well for mankind.

utterance: Yeah, with that right. But yes, it's. I just can't believe it. It's just scary out there.

utterance: Yeah, it can be. But that's one thing why here at Intellibank, we take your security very seriously. All right. So, I do have your account pulled up. Now what what transaction? We'll need the date and the amount of the transactions that you're disputing.

utterance: OK. So it's transactions nine twenty nine twenty-one, nine twenty-two, and nine twenty-three. And they're for a hundred and twenty-five dollars.

utterance: OK. So let's see. Lemme see. All right. So nine twenty, a hundred twenty-five dollars there is. Nine twenty-one, Yep, nine twenty-two. Yep, nine twenty-three. All right. Yep. So, I'm showing that these are for Claires' Boutique. are you familiar with that place?

utterance: No. No, I'm not. I've never even heard of it.

utterance: All right. Let's see here. So you've never heard of. Have. That looks like there's a number here. Did you call the number?

utterance: I did. I tried to call it a couple, five, or six different times. But every time I call it, all it does is just rings. And for about a minute and then a a machine comes on and says the voicemail is full, and then hangs up.

utterance: Oh, well that's no good. I'm sorry to hear that. All right, so when you said when you called it, it just rang through and then a voicemail picks up and says that the voicemails full?

utterance: Yes.

utterance: Hmm. Well that doesn't sound very business-like, does it?

utterance: no. No, it don't.

utterance: All right, so you don't know anybody else who could've used the card or maybe went to that went to the store or anything?

utterance: Nope. Nope. Just me.

utterance: All right. So here's what I'm gonna do. I'm a go ahead and and put these charges in for investigation, OK. So, we'll investigate the charges. It takes. It can take up to thirty days to investigate these charges.

utterance: OK. Well, that's fine. I mean, I understand that but, what about the meantime? Like will I get my money back or, you know, what about the card itself? You'll send me a new card or or can't use my card for thirty days, my account cancel ? And what what's going on with that?

utterance: well, I yeah. It's gonna be. It can take up to thirty days for the investigation. Not necessarily saying that it will. Now your account itself will not be frozen, but the four charges of a hundred twenty-five dollars which equal a total of five hundred dollars will be frozen on the account. All right, but we will stop the card so we'll close that card for security reasons And then, what we'll do is we'll send you out a new card. It'll So, it'll have a new number, new expiration date, new CVV number. Everything will be new on it, so that way nobody will have access to it.

utterance: Oh, that's perfect. Thank you. I I really appreciate that.

utterance: Well, you are more than welcome. so like I said, it can take up to thirty days for the investigation. However, it can take sooner or less time. So once we. The investigation is complete, how would you like to be contacted? We have your email address. We have phone number. which one would you like to be contacted you know be contacted by?

utterance: yeah. If you could just email me, that'd be perfect. do you need my email address?

utterance: no. We do have one on file. Let me just verify to make sure that it's that it's correct, OK?

utterance: yeah, sure.

utterance: All right. So it's I A M T H E W U N at Gmail dot com?

utterance: Yes, that's right. I am the Wun W N at Gmail dot com. .

utterance: That's pretty good. I like that. All right. So, I went ahead, and what we'll do is once the investigation is complete, we'll send you an email with our results. All right. And in the meantime, that card has been suspended. All right. So it's that card is no longer active. We'll send you a new card. It'll take about five to seven business days for you to to receive the new card. But once you receive it, just follow the instructions to activate it. And then you'll have access to your credit balance again minus the five hundred dollars cuz that will stay frozen until the investigation is complete.

utterance: OK. That's fine.

utterance: Good. All right. let's see here now. I do see that you do not have an online banking account setup. Would you like me to send you some information on how to set up an online banking, that way you can check your account balance. dispute transactions. Keep real-time eye on your transactions, so you know when things happen, you you can get information real-time and dispute it right there online from your computer or from the comfort of your mobile phone.

utterance: yeah sure. That'll be perfect. Thank you.

utterance: Oh, absolutely. Not a problem. What I'll do is I'll go ahead and send that to the same email address that we have on file. All right. The I am the Wun at Gmail dot com. you should receive that email in about fifteen to twenty minutes. It'll give you. It'll walk you through each step of the way. And if you're on your phone when you open it, if you click on the link it'll actually go to the app store and so that way you can download the mobile app. or if you're on the computer, you can click the link, it'll actually take you to the website itself. And to where you can setup the account. but it's step by step instructions. If you have any questions at all, please feel free to give us a call back here. We'll be more than happy to walk you through or answer any questions that you may have. OK?

utterance: OK. And I thank you very much.

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

utterance: Nope, that's it.

utterance: All right, well thank you so much for your time. You have a great day.

utterance: Thanks, you too.

utterance: All right. Goodbye.


utterance: Hello and thank you for calling Intellibank. Can I help you?

utterance: Yes. Hello. Hello. Am I speaking to a real real real agent?

utterance: Yes, yes you are sir.

utterance: Oh.

utterance: Wonderful wonderful. I usually get automated people automated computers. yes. I definitely need some help for sure. I I need to make a transfer obviously after what I saw. it's and I don't understand this cuz there's no way it's I got a letter saying that I had a overdraft or something on my checking account and that's totally impossible. I mean we meticulously keeping watch on our our ledger and our you know checking. So I just need to check that out.

utterance: OK sir. I that's no problem. I'll be able to help you with that. I'm gonna have to ask you some verifying information on your account to verify your identity. OK. What's your first and last name?

utterance: John Roland Rowntree.

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

utterance: My birth date is two twenty-eight two thousand.

utterance: OK. Thank you.

utterance: No problem.

utterance: And what is your address?

utterance: My address is six ninety Flat Top Road.

utterance: OK. Thank you very much. Yes, sir.

utterance: West Virginia.

utterance: Six.

utterance: Six five five three two.

utterance: Thank you very much for that.

utterance: I'm not too.

utterance: Far from y'all. Just up the road about ten miles.

utterance: And what's your date of birth?

utterance: Date of birth is two twenty-eight two thousand.

utterance: Thank your for that. And I need you to give me the four digit pin on your account.

utterance: four digit pin. Oh goodness. hey hold on a hold on a second. Hey honey what's four digit pin on the on the checking? OK. Thanks. It's four two one eight.

utterance: Thank you sir for that.

utterance: No problem. Sorry about that.

utterance: And.

utterance: No it's no problem. And let's see and I need you to verify this the answer to your security question for the verification.

utterance: All the different.

utterance: All the different questions? I think there's three of them. Yeah, sure.

utterance: Yes. the we just need one and it's the your mother's maiden name?

utterance: Comer.

utterance: OK. Thank you for that. OK. And you were having a problem with an overdraft on your account.

utterance: C A M E R.

utterance: Yeah. On my checking. It's saying I'm like it didn't say how much it say you overdrafted and I didn't look my my my wife was telling me about it.

utterance: OK OK.

utterance: So I just I just called. I'm not sure how much it was. Yeah we did a we balanced the checkbook out and there's no way it could happen.

utterance: OK sir. Well.

utterance: too. and I don't have my I don't have any online banking up here on the mountain cuz there's no cell service so I can't look at my look at my sheet to see what I to see what's happened.

utterance: OK.

utterance: Oh we can set you up the first your online banking and to make it easier for you.

utterance: Well I could do it on my my mobile device.

utterance: Yes sir. Yes. Did you need you need to be able to get into that twenty-four hours a day whenever you need to get into it. So I'll help you set that up.

utterance: Thank you so much cuz I can't even look at my statement till I get back into town.

utterance: No problem no problem. And what I've pulled up here it looks like that you have been double charged for your electric bill.

utterance: Oh, is that right?

utterance: Then.

utterance: That is is throwing your account in the deficit. So, so that would be the problem and yes you do have two overdraft fees I'm showing here and because.

utterance: Well they're gonna pay my overdraft fee for this.

utterance: forty-five

utterance: Bucks from them?

utterance: And because you've come in and dealt with this at a at an early convenience I'm gonna waive that fee.

utterance: Heck, make them pay for it.

utterance: Yes, sir. I'm gonna I'm gonna waive that fee for you so that you don't have that to worry about and I'll suggest you would call the company and and and see why that that happened. But I am gonna ask you to if you would like to withdraw the funds to do a internal transfer from this account from a a different account to this account to cover the.

utterance: They got the money.

utterance: Yeah.

utterance: Yes.

utterance: I still need to do do a I I still need to make a transfer from my from my savings to my checking.

utterance: OK.

utterance: OK. What I'm gonna ask you are the the account number for the withdrawal?

utterance: OK. I do have that ready. Hold now. All right. It's two one six eight one one two nine zero.

utterance: OK.

utterance: Mhm.

utterance: OK. Thank you very much sir. And the deposit number that the withdrawal is gonna get deposited into. Yes.

utterance: my checking

utterance: Moving from my savings into my checking.

utterance: OK.

utterance: that's two one six.

utterance: Yes sir.

utterance: Eight one one two eighty. There's it's numbers are close.

utterance: Mhm.

utterance: And thank.

utterance: You very much and the verification of the funds that are in this account is is five thousand eight hundred dollars.

utterance: In my savings? OK.

utterance: Yes.

utterance: Five thousand what?

utterance: Eight hundred.

utterance: OK. That's what I.

utterance: do you want to take all of that and put it into your checking or would you like to just take a partial?

utterance: I just wanna put

utterance: I just wanna put two thousand.

utterance: OK sir. I've got that down too. OK. And this transfer will happen by one o'clock tomorrow afternoon. So you can look for that. And it'll you'll have an email that'll prompt you to when this takes place. And as far as online banking I wanna have you redo your redo your security question and go into WWW dot Intellibank dot com and put in all your personal information.

utterance: One. OK.

utterance: OK.

utterance: And I wanna have you sign in and then I'm gonna give you a temporary pass code that you can take home and you can use that to be able to get into your account anytime that you need. And then in whenever you get in you can change that to your permanent. So that four digit code is gonna be four four three six.

utterance: OK. And I can transfer on the online banking?

utterance: You can do that also. I've taken care of this for you today but then if you ever have anything in the future that you need to address and you can't make it in to a branch or you can't make it to call us then you can maybe try to tackle that yourself through the online banking. And if you have any problems at all and just know you can always call us and we'll be more than happy to help you with any issue you might have.

utterance: OK.

utterance: That's really cool.

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

utterance: there's something else. Honey what what did you wanna know about the bank? Oh something about. Oh oh do you do small business loans?

utterance: Yes yes sir. We do. We do small business loans and we also do refinancing mortgages.

utterance: OK. She's wanting to redo the kitchen the kitchen at the our we have a little we own a little restaurant.

utterance: Oh OK. Yes sir. Yes sir. No problem Well is there anything else I can help you with today?

utterance: we'll get back with you on that.

utterance: I guess that's it.

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

utterance: You too ma'am. Thank you.

utterance: Thank you. Bye bye.


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

utterance: yes hi. I'm at Bookstore and the machine here isn't working. So they're only taking cash.

utterance: All right sir so you were using your debit card and you don't have cash on hand?

utterance: no I don't.

utterance: All right sir. I can give you a few locations nearby that address possibly so that you can debit cash and use that instead.

utterance: OK. OK. Thank you.

utterance: All right sir. can I have your full first and last name please?

utterance: Yes my name is Dale Walker.

utterance: Is that D A L E?

utterance: Yes.

utterance: All right Mr Walker. Could I get the location in question? The address with full city street and ZIP code.

utterance: yes. Hold on for a minute. Let me go ask real quick.

utterance: All right sir.

utterance: All right. Hold on. Just a minute. . OK. I got it. the address is ninety-eight thirty-one East Thatcher Drive. Chicago Illinois. Six oh six oh six.

utterance: All right sir. You said that is ninety-eight thirty-one East Thatcher Drive?

utterance: Yes.

utterance: Yes.

utterance: All right sir. In Chicago?

utterance: Yes.

utterance: And that ZIP code was six zero six sero six?

utterance: Yes.

utterance: OK sir. Give me just one moment while I look up ATMs around that location.

utterance: OK.

utterance: All right Mr Walker. Looks like we have several locations nearby. We only have one within walking distance if you wanted that one. We also have at least three more that are within driving distance of less than a mile away from there.

utterance: OK I will take those.

utterance: OK sir. the first one is at ninety-nine oh five Apollo Street.

utterance: Five oh five. That's Apollo. Can you can you spell that please?

utterance: Yes sir. A P O L L O. Yes sir and that one is a twenty-four hour ATM located outside. so you should be able to access that one by walking. Because I looks like it might be just across the street from there.

utterance: All right.

utterance: OK that sounds great.

utterance: OK sir and if it's twenty-four hour but in case you have any issues with that one, we have three more that are within a mile away.

utterance: OK can I have those as well?

utterance: Yes sir. The first one is located at nine Lakewood Road.

utterance: OK Lakewood Road.

utterance: Yes sir. That is located with inside a branch lobby. and it looks like it's after four p.m. so that branch is closed but that lobby is open till ten p.m..

utterance: All right.

utterance: OK. The lobby is open till ten p.m.?

utterance: Yes sir.

utterance: Ten p.m.. All right.

utterance: The next location is at thirty-three North Cooper Avenue.

utterance: All right.

utterance: That one is actually a twenty-four hour location. That is a drive-up and a walk-up ATM.

utterance: OK. It's a drive-up and a walk-up?

utterance: Yes sir.

utterance: All right. OK. And they're open twenty-four?

utterance: Yes sir. That one is twenty-four hours.

utterance: All right.

utterance: And this next one is located inside a lobby. It is at eighty-four twenty-four Talbot T A L B O T Street.

utterance: OK. I was gone ask to spell that. Thank you.

utterance: That one actually it closes that lobby closes at nine p.m..

utterance: OK.

utterance: it opens at eight a.m..

utterance: OK. Eight a.m., close at nine p.m..

utterance: Yes sir. We also have two locations that are outside our network. Those are located within walking distance so if you actually wanted to access those I can give you that information as well.

utterance: OK.

utterance: I have to tell you though sir, those require a fee of five dollars for any type of debits or withdrawals.

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

utterance: OK sir. the first one is at four eighty-six Azure Drive. A Z U R E.

utterance: OK.

utterance: That next one is at nine Juniper Drive.

utterance: All right. I got that.

utterance: And those two are international ATMs located at those at probably those two gas stations you may be able to see across from you.

utterance: All right.

utterance: Yeah so those are twenty-four hour ATMs since those both of those gas stations are twenty-four hour locations.

utterance: OK. Thank you for that.

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

utterance: No. That's about it. I just want to thank you for your time.

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

utterance: All right. Bye bye.

utterance: Bye bye.


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

utterance: Yes. I'm looking for the branch banks' locations. Where you have the banks located at that's closest to my house.

utterance: All right. I can definitely help you with that. And what's the street address?

utterance: OK. It's three four eight, Longview Avenue, Colby Maine.

utterance: All right. So the city is Colby and the state is Maine? Correct?

utterance: Yes.

utterance: Perfect. So it looks like I'm showing three locations within a ten mile radius. Would you like to have the closest location or would you like to have those three location's addresses?

utterance: Oh, I would like to have the three of them that way I've got a selection if I'm out and doing errands.

utterance: All right. Not a problem. So let me go ahead, pull these up here. OK. So the first location I'm showing is going to be one one, two one Cunningham Boulevard in Colby, Maine.

utterance: OK. Great.

utterance: The second closest location I have here is going to be four seven one five Rodger Way, which is also in Colby Maine.

utterance: OK.

utterance: And the last location I have is gonna be at twenty-six forty-one Highway seven two seven in Witchita, Maine.

utterance: OK. Great. Thank you. Now I need to know I need the hours of the locations for each one of those if you don't mind giving those to me?

utterance: Yeah, definitely. Not a problem. So it looks like the two Colby branches, the hours are gonna be Monday through Friday nine to five, and Saturday, nine to one. And then, the last Wichita location is going to be Monday through Friday nine a.m. to five p.m. and they're going to be closed on Saturday and Sunday.

utterance: Oh, great. I need to know how I can make a a deposit through a cash or check. How can I do that? going to the bank?

utterance: OK. So.

utterance: All right. So without going to one of our branches, you can go ahead and deposit a check through our app. Intellibank app. So you just go into the app store, type in Intellibank, you go ahead, download the app. Log into your account, your online banking account. And then you can go ahead and select to deposit a check in the account itself. All you have to do is take a picture of the check.

utterance: Oh, that sounds easy.

utterance: Oh, it's very easy. I personally use it myself. but if you're trying to deposit cash, we have locations of ATMs set up looks like all around Colby. they're in gas stations department stores it looks like. They even have standalone ATM machines and you can go ahead and deposit your cash in one of those.

utterance: OK. Do you have a close ATM location that I can go to that right off that you can think of or that you've got in your computer?

utterance: It looks like there is one standalone ATM that looks like it's within less than five miles from you. Would you like that address?

utterance: Yes, please.

utterance: OK, the address for that is going to be three two one Homer's Lane H O M E R S. And that's also in Colby, Maine. And it looks like this one is going to be right outside of a FedEx. It's in a standalone location next to the FedEx building.

utterance: Oh, great. I know where that's at. That'll be easy. Oh, I appreciate it.

utterance: Perfect. Was there anything else that we can help you with today?

utterance: Yes, can you check on my bank balance for me if you don't mind?

utterance: Not a problem. And I'll just need to identify your account. So can you verify the name on the account?

utterance: OK. It's Donna R. Danforth. It's D A N F O R T H.

utterance: Perfect. And Donna, what's your birthday?

utterance: Three twenty nineteen eighty.

utterance: All right. And what's the authenticating ID on the account?

utterance: D six three six dash three four five dash five two eight dash one one six.

utterance: Perfect. And it looks like we have a security question on the account. It's what street did you grow up on?

utterance: Lexican. Lexington Street.

utterance: Excellent. All right. So I went ahead and verified the account for you. which type of banking account is it that you're calling about?

utterance: Oh, it's my checking account.

utterance: And do you have that checking account number handy?

utterance: Yes, I do. It's seven nine, six two zero zero one, two two three.

utterance: Thank you so much. So I went ahead and pulled up the account here, and it looks like the current balance on the account is going to be three thousand seventy-four dollars and twenty-two cents.

utterance: Oh, great. Thank you. I appreciate your help. You've given me all the information that I need to know for right now.

utterance: And was there any other account balance you'd like me to check while I have this open?

utterance: No, I just have the checking account with you for right now until I decide to open a savings account.

utterance: Perfect. And did you want some information on our online banking so that way you can check the account balance yourself?

utterance: Sure. Why not?

utterance: OK. So if you go to our website Intellibank dot com, you can go ahead and register for an online banking account. Once you register, you can go ahead and monitor all the accounts that you have with us. You can do view the balance, you can also update any personal information. And you can go ahead and deposit that check that we talked about earlier. OK?

utterance: All right. Great. Thank you so much. I really appreciate it.

utterance: My pleasure. Was there anything else that I could help you with Donna?

utterance: No. Nothing at this time. Thank you.

utterance: All right. Well, I just want to say thank you for being a customer of Intellibank, and you enjoy the rest of your day.

utterance: All right. You too Ashley. Thank you.

utterance: You're welcome. Bye bye.


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

utterance: This Peter Davis, and I have a problem that somebody took money from my bank. fifty-two fifty from Tom's Grocery shop. And I never did that purchase.

utterance: Oh, I'm sorry to hear about that sir. Let me get some information from you and I'll be able to assist you much better. so your name is?

utterance: Peter Davis.

utterance: Peter Davis. And your date of birth?

utterance: November four, nineteen sixty-eight.

utterance: OK, I'll need some information to be able to access your account. Do you have your drivers license number handy?

utterance: Yes. That's five zero zero two one four eight one.

utterance: Five zero zero two one four eight one.

utterance: Yes.

utterance: Great. And, do you have, we have a security question on here. It looks like it's your ma mothers maiden name. Can you provide that for me?

utterance: Yep, Marlen.

utterance: Marlon? M A R L O N?

utterance: M A R L E N.

utterance: Oh, OK. Sorry about that. M A R L E N. And, we need your account number. Do you happen to have that?

utterance: where can I find it?

utterance: Do you happen to have a bank statement handy?

utterance: Yes, right in front of me.

utterance: Great, it's up where, in the right top hand corner.

utterance: That's five four three two one zero zero one two three.

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

utterance: Yes.

utterance: Great. OK, I'm pulling up your account right now. Looks like I have everything I need. so you said what the dollar amount was?

utterance: Fifty-two fifty.

utterance: Fifty-two fifty. And, yep I see it right here. You say Tom's Grocery?

utterance: Yeah.

utterance: Great. and you're disputing this because you said you didn't make the charge.

utterance: Yes, that's not mine.

utterance: OK. So let me mark that right here for you. So, yep got it. So I marked it as not your charge. And what the process is right now is, we will lock your card and it will be canceled immediately.

utterance: That's nice.

utterance: Yes, and then what we'll do is we'll send you another one in the mail. That you should be, receive in the next three to five days. And you can either keep the same pin number or reprogram it.

utterance: OK.

utterance: OK, and so, what we'll also do is send you a notification in the mail or email. Which ever you prefer. And it will have everything we went through the amount you're disputing and you'll need to sign off on it.

utterance: OK. By mail is better.

utterance: OK. I'll send it to you by mail. It will come in a prepaid envelope so you just stick it back in the mail to us and while we investigate everything I will put the money back into your account immediately. So I will credit your account for fifty-two fifty. And we'll investigate this issue. Most likely we won't have any problems. So, everything should be fine on that.

utterance: Oh, that's great.

utterance: Yes, so you don't have anyone else on your account am I correct?

utterance: Yes, only me.

utterance: OK, great. is there anything else I can help you with?

utterance: I was looking into online banking. Maybe that's something I could do. Because I was last summer in the hospital for four months. I could not make any payments. My daughter needed to come to my place to help me. And it was so hot in that hospital. How's the weather there, by the way?

utterance: Well the weather is nice here. Nice and sunny. sir, I am so sorry to hear about your hospital stay last summer. and I do understand that it does make banking very difficult when you're away. what we can do is, we can send you information in the mail, or again, by email if you prefer. Which ever one.

utterance: Yeah.

utterance: By mail please.

utterance: Got it. OK, by mail. What it will do is it will walk you step by step on how to set up your online banking account. And it will be linked to all the accounts you have with us. So you will be able to check your checking account balance. Your savings account balance. If you have any loan payments, that will be an option as well.

utterance: Oh, that sounds great. I think my daughter, she does online banking herself so she can help me set all this stuff up.

utterance: That sounds great, sir. the steps are very very easy, like I said but, if you have any issues at all you're more than welcome to call us back and we can walk you through it on the phone or we can also assist and set it up for you as well. you can, you're welcome to set up an appointment and come into the bank if you would prefer also. So, if there's any issues at all please just let us know. We're here to help you. any day or night. We're available twenty-four seven.

utterance: Oh, that sounds good. Yeah, I will definitely will do that if I run into problems with the online banking.

utterance: Great. That's so, that's so great to hear Mr. Davis. So please let us know if you have any other issues or concerns. you should be receiving that information in the mail, regarding the online banking as well as the fraud charge that you were disputing. So please make sure you sign it and send it back to us in the mail. that's all you have we wish you a great day Mr. Davis and please keep us in mind and refer us to your friends.

utterance: OK, will do that. Thank you very much ma'am.

utterance: Thank you. Have a great day.

utterance: Bye bye.

utterance: Bye.


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

utterance: Hi, this is Laura Winters. I was trying to pay some bills, and some went through but the rest didn't. And I know I double checked all the numbers and the information was correct and it was. What's going on?

utterance: I am so sorry to hear about that. if you can provide me your account number, I'll be more than happy to look it up and see what's going on.

utterance: OK, it's four one two five four seven two three zero.

utterance: All right thank you so much.

utterance: And before we do discuss that account, what was the name of your first grade teacher please?

utterance: Mr Morrison.

utterance: Thank you so much Miss Winters .

utterance: So let's see here I think I might know what the issue is. Let me just go ahead and double check your account history.

utterance: All right. Unfortunately it does look like because you have only a savings account with us and not a checking, the reason why the reminder of your bills were not able to clear the account is due to what's known as regulation D .

utterance: you are prohibited from making more than six transactions out of your savings accounts when you are not physically present to sign for them. This is unfortunately a federal regulation so that is why you were not able to.

utterance: Is that six six transactions in a month?

utterance: Yes, six transactions within a month out of your savings account you are unable to do.

utterance: Oh, my daughter just moved in so there are some new bills.

utterance: something that may be helpful to you if you are interested in opening a checking account with us, you are able to make more than the six transactions out of a checking account

utterance: Oh, yes a checking account would be very helpful.

utterance: OK, what would I need to do? What information or .

utterance: so in order to establish a checking account either you can come by our branch in person, or I can start the process over the phone here with you.

utterance: I'll just need to collect and verify some information and then we'll prepare the paperwork, and have you come by our branch to sign for it.

utterance: OK, what information do you need?

utterance: All right, first and foremost if I could have you re-verify for me your first and last name.

utterance: Laura Winters.

utterance: Thank you, and I will also need your date of birth please.

utterance: four five, that's April fifth nineteen fifty-five.

utterance: Excellent, thank you so much. And if I could please also have your full social security number.

utterance: Three seven eight three nine eight five seven seven.

utterance: Thank you. And if I could also have you verify the address on file please.

utterance: Sure. It's nine eight seven South Papa Drive, Pueblo Colorado eight one zero one three.

utterance: Perfect, thank you so much.

utterance: And so it looks you are you, we are able to definitely add that checking account for you. just as a final step we will need you to select an additional security question for your account. You will just use this whenever you call in to verify your identity. I have a list of a couple of different options you can pick from some of the popular ones are what was your mother's maiden name? what was the name of your first pet? What city or town did you meet your spouse in? What was the name of the street you grew up on? And what was the name of the grade school that you attended? Would you like to use any one of these options?

utterance: let's see, I think I'll go with what street did you grow up on.

utterance: Excellent, and what would the answer to that be?

utterance: Saint Johnson Street.

utterance: Wonderful.

utterance: All right, so it does look like I have everything that I need here. All we will need to do now is give us about thirty or so more minutes, and then we will have the paperwork ready for you to come and sign.

utterance: Well I have a couple of questions first.

utterance: Oh, absolutely. What are those questions?

utterance: Well I wanted to know how to order cheques from the credit union.

utterance: Oh actually we are a bank not a credit union. But it's rather simple, you can just call us and we can order cheques on your behalf or if you go onto our website WWW dot Intellibank dot com you can select from the top banner services and you will be able to select cheques, and you can order online there.

utterance: Oh OK. Yes of course I should know, sorry, that it's the bank not a credit union. So how much are cheques?

utterance: Actually for our members cheques are absolutely free.

utterance: Oh free, that's wonderful. So how soon do I need to come in to do this?

utterance: so we will have the paperwork ready within probably about the next thirty minutes for you, but it's really up to you when you come in there's no pressure. Just when ever is next convenient for you.

utterance: Oh good, cuz there's snow forecast and I don't like to drive out in the snow if I can help it. So I will look at the weather report and figure out when I'm coming in based on that.

utterance: So, how do you like this kind of weather? Does the snow bother you too ?

utterance: actually I rather like the snow, I get very excited for winter every year. Getting to bundle up and spend time with some family but I can so understand the caution that you need whenever you're traveling in the snow. I would definitely keep an eye on the forecast too.

utterance: Yes, I'll do that. Well thank you, I really appreciate your help today and I'll be in when I get in.

utterance: Absolutely, thank you so much for calling Intellibank I hope you have a wonderful day and we look forward to seeing you soon.