utterance: Hi, Thank you for calling Intellibank. My name Julie, how may I assist you today?

utterance: Hi, Julie. How are you doing today?

utterance: Oh! I'm doing just well, thank you so much for asking, and how about yourself, ma'am?

utterance: Oh! I'm doing just wonderful. We actually just moved into a new house on the outskirts of town and we're coming from a little tiny apartment. So Oh my gosh! I am so thrilled we have a huge backyard . I know my kids and our dogs are absolutely thrilled about that. But at least and I am so sorry I'm just babbling on and on. The actual reason that I'm calling is, I'm trying to find a branch near me . The apartment that we were living in, we had a branch that was right around the corner, all I had to do if I need to go to the bank was walk out the door and there we were.

utterance: Well, that's no problem, ma'am. I will be happy to check that for you . First, may I please have your street address ?

utterance: Absolutely. Excuse me. my street address is three zero six Oak Mound Road.

utterance: All right. That was three zero six Oakmound Road. O A K M O U N D Road ?

utterance: Yeah, that is correct.

utterance: All right, thank you so much for that information. May I please have the city?

utterance: Sure, that is in Correll.

utterance: All right, I have that in Correll. That is C O R E L L?

utterance: no ma'am. That is C O R R E L L.

utterance: All right, thank you for that, ma'am. And what state is that located?

utterance: That is in Minnesota.

utterance: All right. So three zero six Oakmound Road in Correll, Minnesota?

utterance: Yes, that's correct.

utterance: Just one moment please while I pull up that information for you.

utterance: Sure, no problem.

utterance: All right, ma'am, I am back and I am actually seeing two branches that's within about a ten mile radius of you. The first one will be at two ninety-four Parker Avenue.

utterance: Oh my goodness! I'm so embarrassed. Could you hold on for just a second so I can go grab a pen and a piece of paper to write that down on?

utterance: Yes, ma'am. Sure, that's no problem whatsoever. Just let me know when you're back.

utterance: OK, thank you.

utterance: OK, I am back. I am so sorry about that. Now, you said the first one was at?

utterance: All right, it was at two ninety-four, Barker Avenue.

utterance: OK. Two ninety-four Parker Avenue. That's P A R K E R, correct?

utterance: Oh! No, ma'am. That's actually B as in boy A R K E R Avenue.

utterance: Oh! OK, sorry about that. Two ninety-four, Barker Avenue.

utterance: Yes, ma'am, that's correct. And the second one will be at six two six James Street.

utterance: OK, I have that. Six twenty-six James Street.

utterance: That is absolutely correct. Is there anything else I can help you with today?

utterance: actually, yeah. Do you know if those two branches, if they have ATMs that's on the inside or the outside or actually, is there just a standalone ATM that's anywhere near me?

utterance: Just one moment, please. Let me double-check on that for you. OK. Well, I am seeing that both of those branch locations do have twenty-four hour access to the ATMs. So even if they are on the inside you can access them at anytime you'd like. And and also seeing that there is a just a standalone ATM that is right about a mile away from you.

utterance: Oh! That's great. Can I have that address, please?

utterance: Sure, it is at four zero nine Libby Street. L I B B Y Street .

utterance: OK. So at four zero nine Libby Street.

utterance: Yes, ma'am, that is correct.

utterance: OK. Well, thank you so very much for your help.

utterance: Thank you, ma'am. Is there anything else that I can do for you today?

utterance: Nope, that'll be it.

utterance: OK. Well, thank you so very much for calling Intellibank, you have a wonderful day.


speaker_role: Agent

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

speaker_role: Customer

utterance: yes, I need to check my checking account balance and also my savings account balance.

utterance: Absolutely, sir. I'd be happy to help you with that. Can I get your first and last name as well as your date of birth please?

utterance: Dan Thomas. T H O M A S. My birthday is five twelve nineteen sixty.

utterance: Thank you Mister Thomas and can I have the last four of your social?

utterance: Eight zero one one.

utterance: Thank you. And the answer to your security question, which is what was your mother's maiden name?

utterance: Green. G R E E N.

utterance: Thank you, sir. And can I have the account number for the checking account that is you're wanting to check on?

utterance: OK, just one second. Let me look it up.

utterance: Absolutely sir, take your time.

utterance: OK, my checking account number is seven three zero six nine five six eight two nine. and my savings account number is two zero nine zero two one eight four two zero.

utterance: All right, thank you sir. I've got your account pulled up and which of those balances would you like first?

utterance: my checking account please.

utterance: All right sir, your checking account balance, as of today, is one thousand seventy-two dollars and eleven cents.

utterance: OK.

utterance: All right, and then your checking checking account you wanted to check also?

utterance: my savings account.

utterance: Yes, sorry, your savings account. That is what I meant to say. You wanted to check that account also?

utterance: Yes.

utterance: All right. Your savings account has got a balance of four hundred and ninety-three dollars and fourteen cents.

utterance: OK.

utterance: All right sir, would you like me to set you up with online banking so that you can check your balances at your leisure in the future?

utterance: sure.

utterance: All right sir, I'd be happy to help you get that set up. And looks like we have. the email on file for you is D Thomas at A B C dot com. Is that correct?

utterance: That is correct.

utterance: All right, and would you like to use that email address to to log in and get any updates about your online banking?

utterance: Yes.

utterance: All right.

utterance: I'm just gonna generate a username and a temporary password for you, gimme one moment.

utterance: OK.

utterance: All right, I've got that information ready for you.

utterance: OK. I'm ready, I got something to write with.

utterance: Excellent. Your username's going to be D Thomas. T H O M A S. Zero zero one.

utterance: OK.

utterance: And your temporary password will be capital P one seven, capital E, capital T, three.

utterance: OK. And I just go to the Intellibank main web page?

utterance: That is correct sir. When you go to the Intellibank dot com homepage, there will be a area in the top right hand corner of your browser. Where you can enter that information and it will prompt you to create your own unique password on your first log in.

utterance: OK. And online banking is fairly secure?

utterance: It is sir. We do have standards that we use that exceed the Federal requirements for banking transactions. and then you also have the option of adding a two-factor authentication to your account. For an added layer of security.

utterance: OK. can we set that two-factor authentication can we go ahead and set that up today?

utterance: Absolutely sir, I can get that set up for you. Would you like that as would you like the code sent as an email or a text message to your mobile phone?

utterance: let's do a text message.

utterance: All right sir, if you could just give me the phone number you would like to receive that code at.

utterance: OK. six six one. Two two one.

utterance: Three zero five five.

utterance: All right sir, and then just to verify that I'm gonna go ahead and send a code to you. Or actually, it will be a link in the text. If you'll just click that link to verify we will get that set up for you. So just one moment, you should get that in a couple of seconds.

utterance: OK.

utterance: And once you've clicked on that, if you'll just let me know.

utterance: OK. I've received it. And you want the the number?

utterance: no sir. There should be a link in the in the message as well as the number. You can just click that link, we've we've updated our verification process.

utterance: Oh, OK. OK.

utterance: Well, that sounds great!

utterance: All right sir. And just to confirm, you have clicked that link, correct?

utterance: yes I have.

utterance: All right, thank you. I see that verified on here and you are all set up to access online banking.

utterance: OK. Sounds great!

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

utterance: I don't believe so.

utterance: All right, well you have a wonderful rest of your day.

utterance: OK, you too. Thank you.

utterance: Thank you.


utterance: Thank you or calling Intellibank. This is Gina, how can I help you?

utterance: Hey Gina, how ya doing? I'm having a little bit of trouble trying to transfer money from accounts, and I was hoping you could help me.

utterance: Absolutely I can help you. What is your first and last name?

utterance: So it's. my first name is Stan.

utterance: OK.

utterance: And the last name is Eisen.

utterance: Eisen. And could you please spell that?

utterance: It's E I S E N.

utterance: OK Mr. Eisen and can you confirm the last four digits of your social security number?

utterance: It is eighteen seventy-seven.

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

utterance: It is three twenty-six, nineteen seventy-one.

utterance: OK, perfect. And just one last question, your security question. What is your mother's maiden name?

utterance: Oh her. Her last name is Stanley.

utterance: OK. Is that S T A N L E Y?

utterance: Yeah, th~. Thank God my father was not a Stanley or I'd be Stan Stanley.

utterance: That's crazy. OK so you want to transfer money?

utterance: Is that correct?

utterance: Yes. I I'm having a lot of. I. You know. I I'm I'm not a computer person. I'm not into the whole world of online banking. especially not into the world of social media.

utterance: Mm.

utterance: I'm very confused by it all. Like You know people are doing this stuff on their phones now. I just don't get it. I'm very old school, I like to go into a bank and get it you know. But I need to do this.

utterance: I know it's late and I need to do this tonight. And I. I need help, this is an urgent matter.

utterance: OK, no problem. I totally get it, I totally understand.

utterance: My uncles and my dad, they were fighting me on this online banking thing. But they actually love it now so maybe at the end of the call I could help you get that set up

utterance: Because you really can just do it online and it's pretty simple. For now, what is the account number that you want to take the money out of?

utterance: When you're ready give it to me.

utterance: OK.

utterance: OK. Hang on. Let me get my account number situated.

utterance: I. I'm guessing you're gonna. Yeah. You would naturally need both account numbers. So give me one second.

utterance: Right.

utterance: Let me just get this stuff together for you.

utterance: No problem.

utterance: OK. Are you ready?

utterance: Yes.

utterance: Alright. So the account the money is coming from is zero eight eight six one one seven oh nine.

utterance: OK. So that is your savings account .

utterance: And do you want to know the balance right now?

utterance: I'm kind of scared, but yes.

utterance: It's five. You have five thousand one hundred and two dollars in that account. And how much are you going to be transferring?

utterance: I need to transfer twenty-five hundred.

utterance: OK. And let me get the account number of the account that you're going to be transferring the twenty five hundred dollars into.

utterance: OK. So the account number that it's going into is oh nine one five seven one six six three.

utterance: OK. And that's your checking.

utterance: Correct.

utterance: OK. So I'm going to go ahead and transfer twenty five hundred dollars from your savings into you checking.

utterance: right now you do have a zero balance in you checking.

utterance: Oh you're scaring me.

utterance: So. But no that's perfectly OK because our transfers basically take five minutes. So once I put this through you will have the twenty-five hundred dollars in your checking.

utterance: Oh. OK. OK. So have to wait like you know, twenty-four or forty-eight hours for

utterance: Yeah.

utterance: No.

utterance: It's automatic.

utterance: Oh. Oh. Oh. Oh. Thank you s~. Oh my God this is gonna be a life saver.

utterance: Yeah.

utterance: Yeah. So that's going through right now. And then just to let you know. Here we go . And OK. So now you have twenty-six hundred dollars in your savings account and you have twenty-five hundred dollars in your checking account.

utterance: OK.

utterance: Now do you want me to go ahead and send you that information about doing online banking? Because say if you wanted to do it after banking hours.

utterance: Right.

utterance: you could do that in the comfort of you own home, on your laptop, on your phone. So if you want you can go ahead and give me your email and I will send you the instructions. They're very simple step by step instructions.

utterance: So. So let me ask you this real quick.

utterance: Yeah.

utterance: So I

utterance: First off, silly. Silly question. I. I. I'm

utterance: Are you from New York? I'm noticing like an accent or something here.

utterance: Oh boy. I was. I'm. I really try so hard to cover that up.

utterance: But I know little inflections come out. Yes. Actually I am from Brooklyn.

utterance: I'm not there now. I did move away but yeah. I am from Brooklyn but you should have heard my voice years ago. I moved to Nashville, that's where I am now but yeah. I can't believe you picked that up. I tried so hard to hide that.

utterance: I.

utterance: I did. I did pick it up but on the bright side you don't have a Nashville twang.

utterance: OK. Thank you? I do love Nashville though.

utterance: So. So. So the other question I had was.

utterance: So if I start using this online banking and I need to do. I get into this situation again I need to transfer money.

utterance: Mhm.

utterance: So if I'm transferring the money after banking hours, would it still be like an almost instant thing like what is happening now, or would I have to wait twenty-four hours, or the next business day?

utterance: It will be instant.

utterance: So that's what's great about doing it at home. Say for some crazy reason you needed to do it at ten o'clock at night it would automatically transfer.

utterance: This is amazing.

utterance: So you wouldn't have to.

utterance: Yeah. It's really great. So.

utterance: OK.

utterance: Do you want to just give me your email and I'll send you over the. OK.

utterance: Yes.

utterance: Whenever you're ready.

utterance: Alright so it's Stan Eisen at Gmail dot com.

utterance: Oh.

utterance: Very simple.

utterance: OK.

utterance: I'm surprised there's no other Stan Eisen that got it before I did.

utterance: Yeah.

utterance: OK. So what I'm going to do is I'm sending you over the instructions right now.

utterance: They're really really simple.

utterance: If, for any reason though, you have questions and you want us to walk you through it you can call back. Our online customer service is on until eight p.m.

utterance: And then. tomorrow morning again at seven a.m..

utterance: OK.

utterance: So if you have any problems, which I don't think you will because it's really simple give us a call back and we'll walk you through it if we. If we need to.

utterance: Alright, perfect.

utterance: Thank you so much.

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

utterance: No that's it.

utterance: Alright great. It was great talking to you.

utterance: You too. Take care.

utterance: You too.


utterance: Hello this is Roger from Intellibank. How may I help you today?

utterance: Mm- yes I need some help. I'm trying to send some money to my friend. How would I do that?

utterance: Yes ma'am so you, you would do that by doing an internal transfer. With the internal transfer what we can do is we can send money from money from your account to your friend account much more efficiently and faster.

utterance: Yes sir that would be good.

utterance: OK so to begin I'm going to ask you just for some personal information. Can I get your first and last name?

utterance: My name is Roshonda Jackson.

utterance: OK can you spell Roshonda for me?

utterance: Yes sir. R O S H O N D A.

utterance: OK and Jackson is spelled J A C K S O N?

utterance: Yes sir.

utterance: K thank you very much ma'am. Can I have your date of birth?

utterance: My date of birth is June thirtieth two thousand and one.

utterance: Thank you so much. And can I get your state issued ID your driver's license ID ID number or the last four or the last four digits of your social? Excuse me ma'am.

utterance: I can provide any one of those right?

utterance: Yes ma'am you can provide any one of those.

utterance: OK I'm go get my state OK I have it here with me.

utterance: OK just let just read it to me whenever you're ready.

utterance: Z four C six four four S one five G seven R.

utterance: OK and that was Z four C six four four S one five six seven R?

utterance: No, five G seven R.

utterance: It was five G seven R ma'am?

utterance: Yes sir.

utterance: And this is for your state, your state your state issued ID?

utterance: Correct.

utterance: OK thank you. And can I get the bank account number ma'am that you wish to withdraw the money from?

utterance: Yes it would be nine three two four eight seven three one.

utterance: And that was four three two four eight seven three one?

utterance: Yes sir.

utterance: OK thank you so much ma'am. And can I ask you for the cut for the bank account number that you wish to deposit it deposit this amount of money to? A certain amount of money to ma'am?

utterance: Yes sir it would be six seven seven nine four two zero eight.

utterance: OK that's six seven seven nine four two seven eight?

utterance: Yes sir.

utterance: OK. Thank you ma'am. And this is towards a friend, correct?

utterance: Excuse me sir I meant four two zero eight.

utterance: OK so it is six seven seven nine four two zero eight?

utterance: Yes sir that's correct.

utterance: OK thank you so much ma'am and this is towards a friend again?

utterance: Yes.

utterance: Yes ma'am can I ask how much you're looking to send to this friend?

utterance: I'm trying to send a thousand five hundred dollars.

utterance: OK. And just so you know ma'am here at Intellibank we charge a three percent a three percent transferring fee as well as a five dollar fee since you're doing it over the phone. Is that OK with you?

utterance: Yes sir. How's your day going by the way, sir?

utterance: My day is going good. How is your day?

utterance: My day is going pretty OK.

utterance: OK that's good to hear. Good to hear. This is a lucky friend.

utterance: Thank you.

utterance: OK. So I'm sending everything over. And I just wanted to let you know that after everything that's sent, after the fifteen hundred dollars that you sent over to your friend and the three percent transferring fee's taken out as well as the five dollar fee is taken out, that your total balance will then be left at nine eighty-seven

utterance: And thirty cents. It'll be nine hundred and eighty-seven dollars and thirty cents.

utterance: OK thank you.

utterance: OK. OK everything has been sent over. and in the future so that you can well so that you don't have to pay an extra five dollars. would you like any help with setting up an online banking account? that way you can that way it is free when you want to send money you just have to pay the transferring fee?

utterance: No sir I'm I'm fine.

utterance: OK ma'am everything has again been sent over. The fifteen hundred dollars that you sent over to the account number of six seven seven nine four two zero eight has been sent over. Is there anything else I can help you with?

utterance: No sir that'll be all.

utterance: OK thank you so much for calling me here at Intellibank. If you have anything anything else that you would answer do not hesitate to call and there will be a survey in the end asking for your experience. Thank you have a good day.

utterance: You too. Bye.

utterance: Bye bye.


utterance: Hello, this is Roger from Intellibank. How may I help you today?

utterance: Yeah, I'm I'm calling to see if y'all website is up. I've been trying to log in for the past ten minutes and I'm seeing this error saying the website is not available.

utterance: OK, I can definitely help you with that ma'am. Just give me one second so that I can check to see if the website is up on our end. And if it's up on our end and I know it's just something on your end, I can definitely help you with that. So just give me a couple seconds.

utterance: Yes, thank you.

utterance: Yes ma'am, the website is up on our end. The website is up and it's functioning and it's working. typically, a lot of our customers. They tend to spell maybe Intellibank wrong or they tend to maybe miss a letter or they tend to have something capitalized when it should not. So, when you are ready just ready to look at your is this on your computer. Ma'am? Excuse me, may I ask?

utterance: Yes, it's on my computer.

utterance: OK.

utterance: So when you are ready to look at your address bar, ma'am. and just see if you have the spelling correct as I read you out the letters and the punctuation, can you please let me know?

utterance: I'm ready.

utterance: Thank you so much, ma'am. OK it's gonna go, lowercase WWW dot capitalize I, lowercase N, lowercase T, lowercase E, lowercase L, lowercase L, lowercase I, capitalized B, lowercase A, lowercase N, lowercase K, dot lowercase C O M.

utterance: Oh OK, I was spelling it like intel I didn't put the I. Thank you. Lemme go see if it. Yeah.

utterance: OK, no problem. Just let me know if it's up when you're in.

utterance: oh OK, it's working now. Thank you.

utterance: OK, that's very good. That's good. That's good to hear. Is there anything else that I can help you with today, ma'am?

utterance: Yeah, yeah. Actually, I don't want my savings account anymore. I I'm trying to get the money out of it. Yeah, I need help with that.

utterance: OK. So if you don't want your savings account no more, ma'am, what I suggest you do is you close that account. And what we can do is we can move. we can remove the funds that funds in your savings account and we can put into another account. Is that something that you would like to do today?

utterance: Yeah. I'll. Yeah I'll do that.

utterance: OK. I'm just gonna ask you for some basic information. just let me know whenever you're ready, ma'am.

utterance: I'm ready.

utterance: OK. Thank you so much, ma'am. Can I have your first and last name?

utterance: Roshonda Jackson.

utterance: Thank you so much. Roshonda is spelled R O S H A W N A, ma'am?

utterance: W. Oh, no sir. I'm gonna spell it for you. All right. It's R O S H O N D A.

utterance: OK, that was O N D A?

utterance: Yes sir.

utterance: And is Jackson spelled J A C K S O N?

utterance: Yes, that's correct.

utterance: Thank you so much, ma'am. Can I have your date of birth?

utterance: June thirtieth, two thousand and one.

utterance: Thank you so much, ma'am. And can I have your state issued ID number, your driver's license number, or the last four digits of your social?

utterance: Yes. I'm gonna get my social. I don't have my state with me.

utterance: OK, that's not a problem. Just give it to me whenever you're ready.

utterance: All right, my social is eight four three one. My last four digits.

utterance: OK. And that was eight four three one, ma'am?

utterance: Yes sir.

utterance: OK. Thank you so much.

utterance: And do you happen to know the name of your first pet?

utterance: I think I put down Lady. I'm not sure.

utterance: Yes ma'am, that is correct. Thank you so much. OK. Can I have the account number that you would like to close, ma'am? The savings account number that you'd like to close, excuse me.

utterance: Yes sir. It's five five six eight one zero two three one six.

utterance: Thank you so much, ma'am.

utterance: And what is the reason that you're closing this account?

utterance: I don't want any. I'm trying to get a different account with a different bank, a different savings account.

utterance: OK. OK that's not a problem. OK.

utterance: Yeah, sorry.

utterance: Oh it's it's no problem, ma'am.

utterance: OK. OK and in this in this savings account you have thirty-eight dollars and forty-three cents. I just wanna confirm with you that you have thirty-eight dollars and forty-three cents. And where would you like to move to move this money to. Would you like to move it into your checkings account?

utterance: Yes sir.

utterance: OK. Thank you so much.

utterance: Can I get the router number for that account, ma'am, please? For that checking account number?

utterance: yes sir. hold up.

utterance: All right. Three four seven nine zero zero one six two.

utterance: And that was, nine zero zero one six two?

utterance: ma'am did you did you hear me?

utterance: Oh.

utterance: Yes sir.

utterance: OK. Thank you so much, ma'am, for staying on this phone with me. Can I have the deposit checking account number?

utterance: yes sir.

utterance: It'll be three three two zero one eight nine five six seven nine.

utterance: OK. Thank you so much, ma'am. What I'm gonna do is I'm gonna transfer these funds. It's going to just take me a couple seconds. And just so you know, once the account has been transferred , in three business days your account will be closed. Your savings account will be closed. And there will be no transferral fee, being that this. Being that the the funds that you transfer was under five hundred dollars and you're not doing this international.

utterance: All right, sounds good.

utterance: No problem. Thank you so much for staying on this phone with me, ma'am.

utterance: Yes ma'am, everything has been transferred. Again, your account will be closed in one to three business days. Is there anything else I can help you with?

utterance: No sir, that's it.

utterance: Thank you so much, ma'am, for calling. Calling us here at Intellibank. We're open twenty-four seven, Monday through Friday. Have a good day.

utterance: You too, bye bye.

utterance: Bye.


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

utterance: yes. I got a statement in the mail today and there's a transaction I just don't recognize.

utterance: All right, sir. So you got a statement from us and you don't recognize the transaction. Did you wanna dispute that transaction today?

utterance: yes. Yes, please.

utterance: OK, sir.

utterance: Before I can complete your request, I need to ask you a few questions so that I can verify your account information.

utterance: OK.

utterance: All right, sir. Firstly, can I have your first, last name and full date of birth?

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

utterance: My date of birth is ten thirty-first one nine seven four.

utterance: All right. So your name is Dale Walker. Mr. Walker, your date of birth is listed as ten thirty-one nineteen seventy-four.

utterance: Yes.

utterance: OK, sir. For authentication purposes, could I have your driver's license, please?

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

utterance: All right. Again, that number was six one nine five two four nine six nine.

utterance: Yes.

utterance: OK. That's exactly what we have on file heal hear. Sorry.

utterance: And for account security purposes, could I have your mother's maiden name, please?

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

utterance: All right.

utterance: Sir, thank you for verifying all that information. I want to make sure that I verify this last detail with you.

utterance: Could you verify that verify that your email address is still Dale C Walker at Dayrep dot com.

utterance: Yes. That's it, ma'am.

utterance: All right

utterance: Sir. Thank you so much So you needed to dispute this transaction, I believe. I need a little information about that transaction first, sir.

utterance: Yes, ma'am.

utterance: Could you give me the dollar amount of the transaction?

utterance: it's four hundred and seventy-five dollars.

utterance: Four seventy-five?

utterance: Yes.

utterance: Could you give me the date of that transaction, please?

utterance: Yes. It was on the. It was on the ninth of the twenty-third.

utterance: OK so that's nine twenty-three. Will that be last month?

utterance: Yes.

utterance: Yes. It's last month, ma'am.

utterance: OK.

utterance: Sir, thank you. And what reason do you have to dispute this transaction?

utterance: OK so I just don't recognize the r~. No, I just don't recognize it.

utterance: OK, sir. So this transaction on nine twenty-three, that amount, for four seventy-five was at Burger Barn.

utterance: Yes. Yes.

utterance: Oh, that's

utterance: A lot to be at a Burger Place. Perhaps, someone had a birthday party.

utterance: Yeah.

utterance: Yeah, I guess someone really had fun spending my money.

utterance: I guess they did.

utterance: OK so you don't recognize that location.

utterance: No, I don't.

utterance: OK. You have anyone that has access to this account could've made that transaction?

utterance: No, no. Not that I know of.

utterance: OK.

utterance: And does that look like a membership or a subscription of any kind?

utterance: No.

utterance: OK. Did you happen to contact the business to check on that transaction?

utterance: no. I haven't.

utterance: OK, sir.

utterance: It looks like I have all the necessary information to go ahead and process that fraud investigation on your part, sir.

utterance: OK.

utterance: Oh, can I ask you something? will I have to pay for this and and how long will it take to dispute this?

utterance: Yes, sir.

utterance: OK, sir. I've since I have already escalated this transaction to be investigated by our fraud department, it can take anywhere from one to ten business days to complete that investigation and once that transaction's investigate investigated, we will notify you in writing of the results via mail. In the meantime, we have put your your account and that transaction on hold with that amount, we usually lock the card in order to process the investigation and prevent further fraudulent activity.

utterance: OK. OK.

utterance: And once that done. We will also send a notification to the charging party and we're gonna let them know that that transaction's not gonna be paid through your account until this till this investigation has been processed and verified that it's actually you who did it.

utterance: OK.

utterance: OK. so how the day been going for you? My day been a doozy so far.

utterance: Oh, I see it. Yeah, sir. I'm I sure hate that you found this transaction on your account. My day's been pretty good just pretty slow here.

utterance: Well, it's good to good to hear someone had a good day.

utterance: Aww. Well, sir. I hope your day turns out better after we get through this process.

utterance: Hopefully.

utterance: Oh also I have a confirmation number for you, this transaction. That's in case you have any further questions, you can contact us.

utterance: OK.

utterance: I'm ready.

utterance: All right. That transaction confirmation number is three oh five.

utterance: Three oh five.

utterance: One five three.

utterance: Five three.

utterance: Nine nine four.

utterance: Nine nine four.

utterance: Seven seven four.

utterance: Seven seven four. All right. I got it.

utterance: All right, sir.

utterance: Is there anything else I could do for you today, Mr. Walker?

utterance: no. That's it.

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

utterance: Thank you very much.

utterance: Thank you. Bye bye.

utterance: Bye bye.


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

utterance: my name is Kyle Goodwin. G O O D W I N. And I need to find an ATM located close to my house.

utterance: Absolutely, Mr. Goodwin. If you can provide me with the address you're located at, I can certainly find a list of ATMs that might work for you.

utterance: Two four eight Rockaway Street, Camden, New Jersey ZIP code zero eight one zero five.

utterance: All right, thank you for that information, Mr. Goodwin. I see here that there are quite a few ATMs located near you. would you just like the closest one to you?

utterance: Yes, please.

utterance: All right. The closest one looks like it's going to be at four hundred Market Avenue in Camden, New Jersey.

utterance: OK. I. What. What. What's the daily draw. Withdrawal limit on that ATM card?

utterance: the daily withdrawal limit on your debit card is five thousand dollars, Mr. Goodwin.

utterance: All right. I. I need. I need to do an a. An account balance on my checking.

utterance: Absolutely. I can help you check that. If you could give me your date of birth and the last four digits of your social, please?

utterance: June thirtieth, nineteen sixty-two. And social is four nine three six.

utterance: Thank you very much, Mr. Goodwin. And if you can verify the answer to your security question here. What is your mother's maiden name?

utterance: Rock. R O C K.

utterance: Great, thank you very much for that information. Mr. Goodwin.

utterance: And now you wanted to check the available account balance on your checking account, is that correct?

utterance: That's correct.

utterance: All right. I see you have a two different checking accounts active with us. which one of those would you like to check the balance on?

utterance: The one ending in three zero eight zero.

utterance: Three zero eight zero. All right. Let me pull that account up. Bear with me one moment, the system seems to be running a little slow today. All right. Sorry about the wait there. Our computers have been running slow today. I believe they're doing some sort of update to our network. I've got your account pulled up here, and it's showing that your available balance as of today in this account is twelve thousand four hundred and twenty-three dollars and seventeen cents.

utterance: OK, that sounds great.

utterance: All right, Mr. Goodwin. Was there anything else I can assist you with today?

utterance: Nope. You've done. You did a great job.

utterance: All. I very much appreciate that, Mr. Goodwin. And if you hang on the line, there is a voluntary survey you can take part in to let us know here at Intellibank how we did today, and how we can improve for the future.

utterance: All right. Thank you.

utterance: All right. If you just hang on the line, that survey will be connected in a moment. You have a wonderful rest of your day, Mr. Goodwin.

utterance: OK, you too, as well. Thank you.

utterance: Thank you. Goodbye.


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

utterance: yes I'm looking at my statement, and looks like I've got a charge on my statement that I do not recognize.

utterance: Alright I can certainly help you try and get to the bottom of that. Can I have your first and last name please?

utterance: Dan Thomas.

utterance: T H O M A S and my birth date is May twelfth nineteen sixty.

utterance: Alright thank you sir and can I get the sixteen digit number that's on your card please.

utterance: just one second let me go get it.

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

utterance: Alright thank you sir, and the security question on your account is the name of your first pet?

utterance: Rocky.

utterance: Alright I've gone ahead and verified that information and got your account pulled up in front of me now which of these transactions was it that you were having an issue with?

utterance: Well I'm looking at my Intellibank statement and it is a transaction placed on September the thirtieth twenty twenty-one and it was for forty dollars and nineteen cents. And I don't understand it.

utterance: All right sir and just to clarify is that your Intellibank statement.

utterance: Yes, what did I say Intellibank?

utterance: I believe so sir but that's no problem.

utterance: Oh, OK. Thank you.

utterance: Alright you said that was on September thirtieth was that correct?

utterance: That's correct.

utterance: Alright I do see that charge here. It looks like that was placed at an online at Walmart dot com. Does does that sound familiar?

utterance: no I haven't haven't placed any orders at Walmart dot com. Now I've been to Walmart several times, but I haven't bought anything online.

utterance: All right. Yes, it does look like this would've been their online e-commerce store and not one of their physical locations well I'm I'm sorry for the inconvenience this has caused. Would you like to go ahead and dispute that transaction?

utterance: yes I would please.

utterance: Alright not a problem I can go ahead and get that escalated onto the investigation team. so that they can look into it further for you. now has anybody else had access to your card or a Walmart dot com account?

utterance: no I've got my card in my wallet so I can't think of anybody who's had access to my account.

utterance: Alright sir I'll go ahead and note that on this, and get that escalated for you they will reach out to you if they need anymore information or to let you know the result of their investigation, but just so that you are aware it can take up to ninety days for them to complete that. but we will go ahead and issue you a a temporary credit back to your account for the amount of that transaction pending the investigation and I'll go ahead and get a new card sent out to you.

utterance: OK what about my subscriptions that I have tied to that card? Will I need to contact them and and get it updated card on file for them also?

utterance: yes sir since I am closing our your the card that you had at the time of this transaction. you will need to go ahead and contact those merchants, and let them know what your new card number is if you wish to carry forward those recurring payments.

utterance: Alright that sounds great.

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

utterance: I can't think of anything you've been having pretty good weather where you're at?

utterance: pretty good it's it's been quite sunny and mild so yeah I was able to get out this weekend and spend some time with the family.

utterance: Oh, that's great. It's been trying to rain here.

utterance: Oh I know that I know that feeling. It's always a bummer when it looks like it's gonna rain, but nothing ever shows up.

utterance: Yeah. OK well I do appreciate your time.

utterance: Oh, not a problem at all. If there is nothing else that I can do for you today we'll let you go and enjoy your afternoon, and there will be a brief survey that will come up after we've disconnected. Let us know how we did today and how we can help you better in the future.

utterance: Alright, well thank you.

utterance: Thank you sir. Have a wonderful day.

utterance: You too.


utterance: Thank you for calling Intellibank. This is Joe.

utterance: How can I? Can I get your first and last name, please?

utterance: Hi. my name is Stephanie Garcia.

utterance: Hi. Hello, Ms. Garcia. How're you doing today?

utterance: I'm doing pretty great. How're you doing?

utterance: Now, I'm doing doing well. How can I help you. What brings you the pleasure of you calling here today?

utterance: so I've what I'm calling about basically is that I got a letter in the mail that said the rates are going to change and I wanted to see if I personally was going to be affected by this or is you know is it for everybody or what's the rate change going to be.

utterance: So the rate change that's a couple little different that has to do more with CDs and stuff like that interest rates. But we did decide to consolidate some of our checking accounts.

utterance: So over the last twenty years, we've had over ten different accounts that were actually active to Intellibank.

utterance: So we just decided, the Board of Directors, decided to just consolidate all those accounts to three easier ones. So it's just gonna be a A B and C account.

utterance: depending on what type of benefit or stuff you want in your account we'll decide which tier you wanna be in. So pretty much I can help you decide which you'll like that fits your needs either the A account, B account or C account and then you can decide we could talk about what ways fees and stuff like that.

utterance: Mm.

utterance: OK.

utterance: Excellent. Excellent. So let me get your account information up and running so I can best help you. Can I get your date of birth, please?

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

utterance: Excellent. Excellent and then also either your account number or debit card number.

utterance: I have my account number. Hang on.

utterance: No problem. I'm right here.

utterance: OK so the account number is four seven nine zero six nine six two five four.

utterance: Excellent and then last question. What is the name of your pet?

utterance: My pet is Spotty.

utterance: Spotty. OK.

utterance: That's double P or one P?

utterance: S P O T T Y.

utterance: Oh, Spotty. OK. I thought you my bad that's that's my that's my my apologies.

utterance: That's OK.

utterance: excellent. So I'm getting the information pulled up as the system generates the info how's your day been?

utterance: My day is going pretty well. Thank you. Yeah. It's not too bad. Can't complain.

utterance: You got anything exciting you did today or have plans for the weekend?

utterance: The weekend? nothing really planned and today I haven't done really much. Today was just a lazy day. And I plan this weekend to be lazy as well.

utterance: That sounds fun. yeah. I'm planning on going to a football game this weekend actually.

utterance: Oh, that's awesome.

utterance: Is it a college football or NFL football?

utterance: both actually. I'm going to a college football game with one of my good friends and then on Sunday, me and my wife and him and his wife and some other people we'll gonna go to the Cardinal and the Forty-niner game in

utterance: Oh, awesome. Oh OK. NFL too. OK. So that's pretty cool.

utterance: Yeah.

utterance: Both of them. So should be a fun weekend.

utterance: so it's look like the information did generate here. so I'll go over each step so you can best understand it and see which one fits your current situation.

utterance: OK.

utterance: so the A account is what we call A plus which is the super star account which means you earn interest on your checking account balance. So any balance you have in your checking account up to a hundred thousand you'll be given a point five percent interest rate on that money.

utterance: OK.

utterance: The only way and then so to qualify for that one you need to have direct deposit of one thousand dollars a month number two a transfer of one hundred dollars a month from checking to savings and number three using your debit card ten times or more.

utterance: OK.

utterance: so that's A one. Is that something you like you could do or what's your opinion about that?

utterance: what's the second one. Maybe I don't want to transfer a thousand dollars.

utterance: OK.

utterance: Excellent. No.

utterance: And a hundred

utterance: Dollars to savings account is a little too high right now. So maybe if there's a different price.

utterance: OK.

utterance: No problem.

utterance: That's why we have three solutions. One of the solutions will fit your needs. Guaranteed. Solution number two which is our B solution which is our junior superstar account. what that entails is though pretty much the difference between A and B is you don't qualify for the point five percent interest on your checking account balance but pretty much everything else is the same you need to use your debit card ten time or more per month.

utterance: The transfer instead of being a hundred dollars is actually fifty dollars from checking to savings and you qualify for everything that the A has minus the point five percent interest rate on the checking account. So you qualify for online banking.

utterance: You qualification for mobile application. You qualify for great auto loan rates with us. You qualify for IRA promotional rates.

utterance: All that stuff in one account.

utterance: is that something that might interest you or?

utterance: Yeah. I can definitely do the fifty dollars transfer to savings. So let's go ahead and just go with the second tier.

utterance: Awesome. Awesome. Well, I'm glad we. I can get this transfer over to you. So what I'm gonna do is I'm just gonna do some switching over on my end everything else in your end will stay the same.

utterance: I'll set up the transfer for you and at the first of the amount that transfer will be transfer from checking to savings. So you don't have to worry about you doing it personally and just continue to do what you're doing with your debit card.

utterance: OK. That sounds great. So I'm definitely not going to be charged just from just checking to savings.

utterance: No.

utterance: As long as you meet those two requirements you will not be charged. If you don't there is a ten-dollar service fee. So just keep in mind just keep you you haven't you do over forty transactions in your debit card every month so you shouldn't have to worry about that I'm setting up the transfer now so you don't have to worry about that either.

utterance: OK.

utterance: OK. Awesome. Well, thank you so much for your help. I definitely can't wait until I get that new service.

utterance: Perfect. Thank you, Ms. Garcia. Enjoy the rest of your day. Bye bye.

utterance: You too.


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

utterance: Yay Shannon this is Robert Johnson. Anyway I'm out and about on the other side of town and I'm picking up groceries and stuff and is there an ATM nearby?

utterance: I can definitely help you with that. Could you please provide me with the street address?

utterance: Yeah I'm at fifty-six fifty-six North Conch Lane San Diego, California

utterance: All right, give me one moment while I look up the information.

utterance: Yeah, sure.

utterance: OK it looks like the nearest ATM is about one and a half miles away from your current location and that is at seven sixteen.

utterance: Oh man, a a mile ew, I'm at the grocery store.

utterance: OK we have a branch location that is actually closer than the ATM. Would you like that address?

utterance: Oh yeah, how much closer?

utterance: that is actually about a half mile away from your location.

utterance: Oh OK. Hey quick question. What are your bank hours?

utterance: so this branch location, their hours are from seven thirty a.m. to six thirty p.m. Monday through Friday with Saturday hours from eight a.m. to noon and closed on Sunday.

utterance: oh OK. hey, can I check my balance real quick?

utterance: sure. I just need to get some more information here from you. Can I get your first and last name again?

utterance: Yeah it was Robert Johnson.

utterance: OK and can I please get your driver's licence number?

utterance: yeah so let me get that out of my wallet. It's Oh here it is, sorry. You know it's the worst thing when you just can't find anything in your wallet, you know what I mean? you've got like a handful of stu~. Oh here it is. Lovely weather we're having isn't it?

utterance: It sure is. It's one of the better days this week.

utterance: I know. The leaves have been turning. so you needed my bank account number right?

utterance: no, I needed your driver's licence number.

utterance: Oh yeah yeah yeah, sorry. that's eleven two X X six six seven nine.

utterance: OK, thank you. It looks like you have a security question on your account. What is the color of your favorite shoe?

utterance: high heels?

utterance: The It's asking for the color, not the type.

utterance: Oh man I am so sorry. It is really loud. I mean there is just people and these shopping carts. It's really hard to hear. what was that again?

utterance: Oh, yeah that's purple.

utterance: Yep that is correct, OK. And are you wanting to check your savings account?

utterance: Oh no I meant to check my checking.

utterance: Your checking account. OK. it looks like you only have a savings account here.

utterance: Oh! Yeah that's right, sorry. I I like I said I got a horrible connection going on. How much do I have in there?

utterance: your savings account is showing a balance of two hundred fifty-four dollars and seventy-eight cents.

utterance: Oh right. Yeah, I'll make it down to the branch so that way I can get the money pulled.

utterance: OK, did you want me to provide you with that address or are you going to be able to just look it up and find it yourself? I'd be more than happy to provide it to you.

utterance: yeah if you could give me that again that would be great.

utterance: OK. The address is eight oh nine Main and that's in San Diego, California.

utterance: So that's eight oh nine Maine?

utterance: Yes.

utterance: Oh perfect perfect. And that's just right up the street right?

utterance: About a half a mile.

utterance: All right, thank you.

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

utterance: No, you've been great.

utterance: All right, you have a great day. Bye bye.


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

utterance: I I need information on my checking account.

utterance: All right, and who I'm I speaking with today?

utterance: John Stanley.

utterance: All right, John. And it looks like we have a few John Stans.

utterance: No.

utterance: what's the date of birth for you?

utterance: Six fourteen, eighty-five.

utterance: OK. And you said you were checking the account balance?

utterance: Yeah.

utterance: OK. And what account are you checking again?

utterance: My checking.

utterance: All right. And what's the account number on the checking?

utterance: That's what I said.

utterance: lemme see here Now I guess all these paper them none of them got no account number on it.

utterance: well, Let's see. Maybe this is it. I seven four six eight nine nine seven two three five eight zero zero zero four two.

utterance: no, that is not what I show here.

utterance: Shit.

utterance: do you have a driver's license by chance?

utterance: Yeah. Yeah, I do got that. That's all these numbers on here, let me see. Driver's license ID That's it that's it. It's it's got two letters.

utterance: mhm.

utterance: MN. And then eight five three seven four.

utterance: All righty, thank you for that. Yeah and one moment. What's your first name again?

utterance: Huh. John.

utterance: All right, John. looks like you have a security question here in your account.

utterance: OK.

utterance: And it is what is the name of your favorite pet?

utterance: No no, I never take these questions seriously. I never take them seriously I just put some random answers in these. I really thought I had to use these.

utterance: it's .

utterance: Let's let's let's try pizza.

utterance: All right. And unfortunately, that is not the correct answer.

utterance: Dang.

utterance: Pizza. I really didn't think I'm going to have to do this. Try shit bag.

utterance: All right, and shit bag is the answer to your security question.

utterance: That's great that's great I'm glad that worked. I'm glad that worked.

utterance: All right. And It looks like the balance in your checking account is three thousand dollars and five cents.

utterance: OK. that's what what what about my my savings account.

utterance: your savings account it is showing. One moment here.

utterance: Yeah.

utterance: Five hundred and fifteen dollars and seventy-one cents.

utterance: Man.

utterance: Man.

utterance: That ain't gonna be enough. Can I open a credit card?

utterance: Sure.

utterance: All right. maybe that would work. I need a good limit on it, you know mhm.

utterance: You've one moment here. so we actually offer a traveler's card.

utterance: I opened up a new one. A new off-track betting in town here Grand opening this weekend see. So, I'm hoping to go on get get dressed real nice. Maybe met a lady down there. But I will need. I'mma need some money.

utterance: I understand that sir. So it looks like we have a couple options for you.

utterance: You ever. You ever.

utterance: Been to the horse? you ever been to off-track betting? anybody ever take you there?

utterance: actually no, I have not had the pleasure to do that yet.

utterance: Well maybe I'll take you there sometime.

utterance: that's very flattering sir. so the credit cards that we offer are travelers cards, platinum cards, gold cards, silver cards, cashback cards, and rewards cards. which one of those would you like more information about.

utterance: platinum that sounds good like like the wheels. If they talking about the wheel that platinum wheels. I want a card like that.

utterance: Sure.

utterance: sure so our platinum card.

utterance: You all know.

utterance: John?

utterance: Yeah. yup yup.

utterance: Sorry about that.

utterance: so I was able to get the money in your savings transferred over to your new Platinum card

utterance: All.

utterance: Right.

utterance: and that is actually being issued to you in the mail. It'll take three to five business days to arrive.

utterance: Whoa. Whoa.

utterance: Whoa whoa whoa. No I need it I need it this weekend. I need it like I mean it's Thursday yo, you know, it's it's Thursday like the grand opening is Saturday and you talking three to five you talking Monday them ladies are going to go home by Monday ma'am.

utterance: John, we do offer express mail. Would you like me to express that? All right John, so you'll have to be home tomorrow to sign for it. is that possible?

utterance: Yeah. Yeah. Yeah. Yeah. Yeah.

utterance: OK.

utterance: Yeah yeah, I'mma call off. I'mma call off to get this money sbye bye.

utterance: Great, no problem so is there anything else I can help you with today?

utterance: No no, that's it.

utterance: All right.

utterance: Thank you.

utterance: John thank you so much for calling Intellibank. Again my name is Yvette and thank you so much for letting us serve you today, OK. Bye.

utterance: Mhm.

utterance: Bye.


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

utterance: Hi Rose, my name is Kim. I am calling back I called last week to to try to do this and was put on hold for some time. So I I'm calling back to try to close my account, please.

utterance: OK, Kim. I can certainly help you with that. I just have to ask you a few questions and get some more information from you But how. How's your day today?

utterance: It's going OK so far. Thank you.

utterance: Awesome.

utterance: Oh, you're welcome. All right, now I've got your first name as Kim. And can you spell your last name for me, please?

utterance: Sure, it's Johns. J O H N S.

utterance: All right, Ms. Johns, I do see where you called in before. We have a a tally of numbers and I can see that you were on hold for a really long time. I'd like to apologize on the behalf of the bank for that. We've been very busy lately. So I'm sorry that you are having to call about this again. Also, can I get your date of birth, please?

utterance: Sure, that's four, twenty-four, seventy-seven.

utterance: All right and may I please have the account number that you're calling about today?

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

utterance: Thank you so much and this is indeed the account that you want to close, right?

utterance: Yes, this is my checking account.

utterance: OK and can you please give me your mother's maiden name?

utterance: Sure, it's Davies.

utterance: All right, thank you so much. And the reason that you would like to close the account?

utterance: I have My company has actually contracted with a bank. They actually have opened an a branch in our building. and so we are we getting better rates through them. It's not just zero checking and all of that. There's better rates for loans for my company's employees. So that's why I'm switching to the bank they're contracting with.

utterance: OK. All right. I understand completely. And As far as the deposit account type would that be checking or savings?

utterance: it's checking, yes.

utterance: OK, and can I please have the deposit account routing number?

utterance: Sure, the routing number is one, one, five, one, zero, zero zero, seven, zero, seven.

utterance: Thank you so much. And may I please have the account number for the deposit?

utterance: Absolutely the account number is seven seven nine nine eight zero two, one, one, one.

utterance: All right. And, thank you for that information. I would like to confirm the residual balance. And also let you know what the details of the account that you're actually going to be transferring this money over to. So, you're residual balance in that account is two thousand dollars, three hundred and seventy-one cents. OK. The transaction is happening right now and your bank account will close. The closure will will be finalized by the end of business on Friday.

utterance: OK.

utterance: OK. is there any further information that you would like about any new accounts that we have. We do have a new savings account that has some really nice perks. would you be interested in hearing information about that today?

utterance: No, thank you. But you said the it will be closed on Friday? And how will I get a receipt or a notification for that?

utterance: well, the email that we have on file. Could you please tell me I just want to make sure we have the right one.

utterance: Sure, that's my first initial, last name. K Johns seven seven seven at Gmail dot com.

utterance: All right, awesome. and bear with me just one moment. I just want to make sure that I have the right information about that closure date. Just one moment.

utterance: Sure, absolutely.

utterance: Thank you.

utterance: Have you all been getting any crazy weather up there?

utterance: Oh my goodness. It's been insane. It's hot and then rainy. Then it's hot again, then we're, it's rainy. I'm over it. I just I'm ready for fall and for things to cool down. I'm so tired of coming out first thing in the morning and sweating before I even get to work. It's. It's very irritating.

utterance: Ugh, me too.

utterance: Yeah, fall time is definitely my favorite time of year as well. I love those those hoodies and the campfires. That's. That's that good stuff.

utterance: Oh, yes, I love a good fire. I live at the beach so I don't know if we'll be wearing any hoodies anytime soon but I do love a nice cooler evening than what we've been having and definitely around a bonfire. That sounds so fun.

utterance: Oh very nice, the beach sounds great.

utterance: Yes, it is.

utterance: oh I was able to confirm that the receipt of your account closure will be sent to the email that we have on file. however, you are welcome to give us a call on Friday if you want just a vocal confirmation of the closure as well.

utterance: OK. Well, I think I'll look for the email receipt and if I don't see it by maybe Monday or something, I'll go ahead and give you guys a call.

utterance: OK, all right, awesome. And was there anything else I could help you with?

utterance: no. Not today. Thank you so much.

utterance: Oh you are very welcome, Ms. Johns. we value your loyalty at this bank and I hope that you have a wonderful rest of your day. And thank you so much for calling Intellibank.

utterance: Thanks again. Bye bye.

utterance: Bye bye.


utterance: Good morning, Intellibank. This this is Kathrine. How can I help you?

utterance: Yeah. Hi Kathrine. This is Rollin Hard.

utterance: Hi Rollin how can I help you today?

utterance: Oh I was wondering where your nearest branch location is?

utterance: Sure I can help you with that can I please get an address?

utterance: Yeah. I'm over here at fifty-six west street San Diego California.

utterance: OK. Give me one moment to look this up for you. OK. It looks like the nearest location is going to be on twelve twelve sixtieth avenue.

utterance: Hey I got a quick question. Are you guys even open because the google results are showing that but a lot of business in this area are closed because of COVID.

utterance: that branch should be open yes. As far as I know. You might wanna give them a call and double check. Are you looking to go in there?

utterance: yeah actually I was thinking of opening up a savings account.

utterance: Oh. I can help you with that over the phone. That's not a problem.

utterance: Oh. That would save me the trip that'd be great. Wonderful.

utterance: Sure. I can definitely help you here. Let me get my screen pulled up here OK. I just need to get a little bit of personal information from you. OK. So you're wanting to open up a savings account you said. Is that correct?

utterance: Yes.

utterance: OK. and are you just wanting to do the basic account or the plus account?

utterance: we'll do the basic account.

utterance: OK. That has a minimum of twenty-five dollars deposit to open it.

utterance: that's completely fine.

utterance: OK. Can I please get your first and last name and date of birth?

utterance: Yeah. That's Rollin Hard and it's January first nineteen seventy-nine.

utterance: OK. Can I please get your social security number.

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

utterance: Perfect. I need to have a security question on your account do you have a question you would like me to add?

utterance: yeah my pet's name.

utterance: OK.

utterance: And that would be Pip. P I P.

utterance: OK. So just to reconfirm that. The security question is going to be, What is my pets name and your answer is going to be Pip. Correct?

utterance: Yes.

utterance: Perfect. I've got that down here for you.

utterance: People often call him the notorious P I P.

utterance: Oh I love cats. I have two of my own at home they're just they're a hoot. OK. So it looks like I've got your savings account all set up here what I'll need you to do is just deposit twenty-five dollars into that account you can either send a check for twenty-five dollars, go into the branch however you prefer to do it. We do have online banking if you would like to make a deposit that way from a different bank.

utterance: Yeah. I can use my PayPal card.

utterance: OK. Yep we can certainly do a deposit that way over the phone if you would like there is no fee to do that.

utterance: Yeah. My PayPal card number is zero zero one two nine seven nine seven thirty-nine seventy-six twenty-two forty-four.

utterance: OK. Give me one moment while I process the transaction. OK looks like it processed successfully so you'll have twenty-five dollars pulling out of that account. you should see it clear within two to three business days, and then I can also provide you with your new savings account number if you have a piece of piece of paper and a pen ready.

utterance: Yeah. Sure I got that ready.

utterance: OK. Your new savings account number is nine nine two seven nine.

utterance: That sounds good. Thank you.

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

utterance: Nope. You've been a real hoot.

utterance: All right you have a good day now. Bye bye.


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

utterance: Hi, Daisy. I'm George and I wanna close my account.

utterance: Certainly, George. I'd be happy to assist you in closing your account today. Let's just pull up your account, and what is your full name and your address?

utterance: My name is George Francis Emory. But I'm not sure which address you want. I recently moved. Do you have fifteen thirty-three Apple Bottom Way, or one seventy-one East Northwest Circle?

utterance: looks like we have Apple Bottom Way.

utterance: Yeah, that's where I currently live.

utterance: Thank you, and your phone number?

utterance: My cell phone is six one two, two two nine three nine zero nine.

utterance: Great. And what is your date of birth, sir?

utterance: My date of birth is September twenty-first, nineteen ninety-nine.

utterance: Thank you. And then the last security question, what was the name of your first pet?

utterance: Winky.

utterance: Winky, OK, thank you. And George, I see here you do have multiple accounts with us. Which account will you be closing today?

utterance: I'd like to close my personal checking account.

utterance: OK. And can you, please, verify that account number for me?

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

utterance: I got zero zero one six three nine two two one seven.

utterance: Yep.

utterance: All right, thank you. And your current balance on this account is eight thousand dollars and twenty-one cents. And may I ask you, what is the reason for closing this account?

utterance: my parents helped me open this account when I was young. It no longer fits my needs.

utterance: I see. And will you be transferring these funds into your business account?

utterance: No. I actually receive a higher interest rate with a competitor of yours, so I'd like to move my funds there.

utterance: OK. Certainly. To confirm, you only wish to transfer funds from and close your personal checking account? We won't be doing anything with your business checking or personal savings accounts today?

utterance: Exactly.

utterance: All right. Now can you please provide me with the routing number that's associated with the financial institution you will be transferring these funds to?

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

utterance: I got nine eight two five four three six four four.

utterance: Yup.

utterance: And the account number?

utterance: The account number is seven four five six two eight nine nine one zero.

utterance: And is this a checking or a savings account?

utterance: This is a savings account.

utterance: Savings account, got it. To confirm George Francis Emory is asking Intellibank to forward the balance of his personal checking account number zero zero one six three nine two two one seven, funds in the amount of eight thousand and twenty-one dollars. He'd like these funds forwarded to a savings account at another financial institution. Routing number, nine eight two four four three six four four, and the account number, seven four five six two eight nine nine one zero. Upon completion of this transfer, Mr. Emory would you like this checking account Mr. Emorly would like this checking account closed. Is this information correct?

utterance: Yep.

utterance: Thank you. Sorry for that little snafu there. This process may take up to three business days and you should expect a confirmation email. Where would you like me to send that email?

utterance: G Emory at Hotmail dot com.

utterance: Is that G E M O R Y at Hotmail dot com?

utterance: Yes.

utterance: Thank you. I'll go ahead and process this. In a moment, I will have a transaction ID number for you. Do you have a pen handy?

utterance: Yeah, I've got one right here.

utterance: Great. And just a moment. OK. That transaction ID number is nine nine nine one two six five.

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

utterance: Great. Would you like me to provide you with your balances on your business checking and your savings accounts?

utterance: Yes, please.

utterance: Your business checking account balance is nine thousand seven hundred and fifty-one dollars and twenty-two cents. And one moment while I pull up your savings account. Looks like that holds three thousand dollars exact. Would you like further information regarding all of your current promotions? All of our current promotions?

utterance: Could you please include that in the email?

utterance: Oh sure, I'd be happy to include that in the email.

utterance: That'll be just fine.

utterance: All right, George. Do you have any questions or concerns, that I may assist you with?

utterance: Nope. That was all I needed. Thank you.

utterance: Of course, have a great day.

utterance: Yeah. You too. Bye.

utterance: Bye.


utterance: Hi, thank you for calling Intellibank. My name is Holly. How may I assist you today?

utterance: Hi, Holly. How are you today?

utterance: I'm wonderful, and how about yourself?

utterance: I'm good. I'm calling because I have a suspicious charge, I'd like to dispute. I also need to make a wire transfer.

utterance: OK, I would be more than happy to assist you with that. First, may I have your name and your date of birth, please?

utterance: Yes, ma'am. My name is Mildred Pierce. P I E R C E. And my date of birth is two four two thousand.

utterance: OK, Thank you, Ms. Pierce. That's Mildred Pierce, and birthday February the fourth, two thousand.

utterance: Yes ma'am.

utterance: Wonderful. Thank you. And may I have the last four digits of your Social Security Number?

utterance: Five nine six oh.

utterance: Thank you. That's five nine six zero?

utterance: Yes ma'am.

utterance: OK, and the security question we have. What is your maiden name?

utterance: Greene. G R E E N E.

utterance: Wonderful. Thank you, Ms. Pierce. Now, what account type? And the account number where you see the suspicious charge.

utterance: It's my checking account. It's zero zero zero seven nine three one three. No, I'm sorry. It's zero zero zero seven nine three three one.

utterance: Not a problem, Ms. Pierce. Just to verify, that was zero zero zero seven nine three three one?

utterance: Yes ma'am.

utterance: OK, great. Now, on your statement, what is the date and the amount of the transaction that you would like to dispute?

utterance: The date was September fifteenth, for eighty-six dollars and fifty-eight cents. I thought I may have forgotten to write down something when we were out of town, but I've never heard of that merchant.

utterance: Oh goodness Now I do see a phone number on your statement for that merchant. Have you tried calling them? Sometimes the merchant names on your statement can can appear a little bit different from the actual name of the merchant.

utterance: I did it and I've never heard of them.

utterance: OK, is it possible or does anyone else have access to your account that could have made the transaction?

utterance: No ma'am.

utterance: All right. Do you have any recurring membership or subscription fees?

utterance: No ma'am.

utterance: OK, and just to verify this. You don't recognize the merchant for the transaction that was made on September the fifteenth of two of twenty twenty-one. And that was in the amount of eight six dollars and fifty eight cents. And it was from your checking account number zero zero zero seven nine three three one.

utterance: Was that.

utterance: Was that correct?

utterance: That's correct.

utterance: OK, now what's going to happen is I'm going to forward this information to out fraud team, and in the meantime, to prevent any additional charges, we can either freeze the entire account, or we can just cancel and re-issue your debit card. What would you like to do?

utterance: Cancel and re-issue a debit card. And how long will the investigation take?

utterance: We can't give an actual date for how long it will take, but usually they seem to be resolved within about two weeks. But we will definitely contact you the second the the investigation is complete.

utterance: Thank you. I also need to make a wire transferral.

utterance: I'm going back out of town, and I would prefer to use my other checking.

utterance: OK, sure. That's no problem Ms. Pierce. Now, the transfer, will that be. Will that be domestic or international?

utterance: Domestic.

utterance: OK, and what amount would you like to transfer?

utterance: Five hundred dollars.

utterance: OK, now is the account also with us?

utterance: Yes ma'am. It's with Intellibank.

utterance: OK, now what is the account number that you would like the withdrawal to be from?

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

utterance: OK, that was zero zero zero seven nine three three one?

utterance: Yes.

utterance: OK, great. And what is the routing number for the account that you would like it to be deposited into?

utterance: the account number will be eight, two eight, one six five six five three.

utterance: OK, and that was the routing number, correct?

utterance: Yes ma'am.

utterance: OK, and that number's eight two eight, one six five six five three.

utterance: Yes.

utterance: OK, great. And what is the account number for the deposit?

utterance: Zero zero zero, nine five one three two. Will there be a charge?

utterance: OK, since it is with the same bank, with us, there will be no charge for that. And just to verify, the account number was zero zero zero nine five one, three two. Is that correct?

utterance: Yes.

utterance: OK, and the funds will be transferred immediately. Would you like me to go ahead and proceed with this?

utterance: Yes please.

utterance: OK, great. I do have that completed for you. Is there anything else I can help you with today, Ms. Pierce.

utterance: No thank you.

utterance: All right. Well, thank you so much for calling Intellibank. Again, my name is Holly. Have a wonderful day.


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

utterance: I need to check the balance on my account.

utterance: OK. I'd be happy to help you with that. Can I get your account number please.

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

utterance: Thank you and your name?

utterance: Sandra Scott.

utterance: OK Sandra. And for your security can I get your date of birth?

utterance: Two eighteen ninety-two.

utterance: All right. Thank you very much. And I need some more information from you an authenticating ID , this would probably be your, yes let's see here. It says your driver's license number please.

utterance: yeah. Let me grab that. OK. It's six six one seven five four two.

utterance: Thank you. And lastly the answer to your security question. Looks like your security question is, Mother's maiden name.

utterance: My mother's is Michaels.

utterance: Michaels. OK. Thank you very much. OK. So you said you wanted to check the balance, I show the balance of your account right now is one thousand five hundred eighty-two dollars and ten cents.

utterance: Well hold on. What what was the last transaction? That doesn't sound right because I checked it the other day and it was more than that. What was the last transaction?

utterance: The last transaction was a purchase at Adam and Eves. For ninety eight dollars.

utterance: Adam and Eves! I have never even been to that kind of store. What. That OK. I'm the only one with this card and I did not go to that store and I know my husband does not have my card and he did not go to that store so I know that store is not. Nope nope. No. That is not my purchase I. No, we're recording right now. How do I get rid of this? I want my money back now.

utterance: OK. Well I can help you with that, so what we would do is we would dispute this transaction. So let me just ask you, you stated that your husband. No so your husband is a co-account holder on this account so

utterance: He would not

utterance: Go to that kind of store without me knowing, and I have not gotten any surprise gifts, so no, he did not go to that store.

utterance: OK. So.

utterance: I

utterance: Have a tracker on him, and I had see here he has not been at that location. OK.

utterance: OK so let me help you with this, let me just dispute this amount. and

utterance: Get my money back? I want my money back now. And I. How do I get rid of this? Who has my card? I only have one card. Can people make duplicates of my card?

utterance: Well it might have been. Sometimes what happens is a number is punched in error and so it might not be a criminal thing, this could be just an error this purchase.

utterance: Well could someone have taken my card, used it and then brought it back or could they have written down the number and just given them the card. This is very frustrating. I. Why does your company allow this to happen. This is very frustrating.

utterance: well I'm I'm sorry that you feel that way that it would be frustrating. To

utterance: I don't want that kind of business on my account.

utterance: Have a charge

utterance: I don't blame you, I wouldn't want that on my account either honestly but what we will do is we will dispute this transaction and then this will go to the Transaction Dispute Department and they will pull up they will request the signed.

utterance: credit card purchase slip. So the receipt.

utterance: Well do I need to go into that store cuz I I mean I know where it is but I don't want to go in there. Do I need to go and get this done or do you send your people to do it?

utterance: Well we don't actually go into the store what we'll do is we'll just do it from online. We'll request a copy of the signed.

utterance: OK. Cuz I.

utterance: I can't leave the house. I'm on house arrest.

utterance: OK. Well, you won't need to leave the house. We'll do all this on

utterance: And that's why I

utterance: Know I did not go to that store.

utterance: Yeah that would be. That would yeah, that would definitely if you. If you can't leave then you would know if you had left.

utterance: Exactly.

utterance: Or at least your ankle bracelet would have.

utterance: Well.

utterance: OK. So let me go ahead and dispute this and what will occur is it will take three to five business days for the Dispute Department to look into this and decide if this was a legitimate purchase or not and I know you all ready said it wasn't legitimate but they will look at that and then once they decide it wasn't a legitimate purchase they will credit you back the funds. So you should expect once they have reviewed this transaction and shown that it is not legitimate they will refund you the money back on to your account. And that might take another one to two business days.

utterance: We're looking at a week here to get my ninety. this is this is ridiculous. I didn't make this charge. I want my money back now.

utterance: And I I understand that you didn't make the charge and you want your funds back immediately, but we do have to go through certain steps so the next step is for the Dispute Department to investigate this.

utterance: Now what are you gonna do to stop. Cuz what if this person still has my number or is making purchases, am I. Can I still use my card or you. What are you gonna do to stop this?

utterance: I'm gonna lock your account so your account isn't closed it's just locked while we investigate.

utterance: All right, fine.

utterance: So that will be done and like I said you should have an answer from the Dispute Department in the next three to five business days. Having your funds back within the next one to two business days after that. Is there anything else that I can help you with on your account?

utterance: No, I don't think so, unless you can give me my money back right now I guess that's all I can ask from you.

utterance: Yes, unfortunately, I can't give you your money back right now. We will have to wait for the Dispute Transaction Department to investigate but If that was it then I thank you for calling Intellibank and for being a faithful Intellibank customer.

utterance: Yep. Bye.


utterance: Hello and thank you for calling Intellibank, you've reached Jake. How can I help you today?

utterance: Hi Jake, my name is Darcy Davis I would like to find a branch near me, can you help me with that?

utterance: Oh absolutely. That's something I can help with go ahead and give me your street address and I can pull up the branches near you.

utterance: Yeah, my address is three two one four Greenview Hills.

utterance: OK, that's three two one four Greenview Hills, and what city and state is that in?

utterance: It's New York, New York.

utterance: Oh, fantastic let me just go ahead and put that in here. OK I'm seeing that you are near several branches branches. We have one that's close by which is on three three five four Greenview Hills that's a few blocks away. you also have one in the other direction toward three zero one five Greenview Hills.

utterance: Great, that's very helpful. And is there any other way I can just make deposit because I don't really want to go to the actual place.

utterance: Well, actually if it's with cash unfortunately you will have to go to a branch or an ATM. which there is also some options for those near you, but if you do have a check we do have a way of of depositing check via your phone. So is it a check or cash you're looking to deposit?

utterance: It's a check.

utterance: OK, well if you'd like to you can look for more information on that. We have our app what you'll have to do is download our app, and once you log in with online banking you'll be able to follow the instructions to deposit a check there, and that will save you a trip to the branch.

utterance: That's great. Great. Thank you. and can you help me with something else?

utterance: Oh absolutely what can I help you with today?

utterance: Yeah, because I you see I just I bought a new pet and it's a dog, and I wanted to know if the branches are pet friendly?

utterance: you know that's a really good question, I would advise checking the specific branch. If you'd like I could give you the phone number if it's if it's just a pet. Generally pets are not accepted, but if you if you have a specific need for having a animal by you, they may accept it in certain cases.

utterance: No, it's not completely necessary, but do you have a pet? Because I do, I have two pets now and I want to be with them all the time.

utterance: Yes I also have a cat I have a cat that I've had for the last five years. They're very friendly little little pets.

utterance: Yeah well see you can understand me. Well yeah give me the numbers and I just call them, thank you.

utterance: OK, well if you'd like to call the first branch I gave you the number is three zero two five nine four three five two four. and the one you'll have is three zero two five two zero seven three five four. Did you get those correctly?

utterance: Yeah, yeah great. Thank you Jake, you were very helpful.

utterance: Oh I'm glad I could be of service. Is there anything else that I could help you with today?

utterance: No, that will be all.

utterance: OK and just as a final thing let me just mention that the opening hours of both of those branches are from eight A M to five P M, so it looks like that you're if you get there within the next thirty minutes or so, you might be able to get service but otherwise you may have to use an ATM or use the app or wait till tomorrow.

utterance: Great, amazing that's very very helpful. OK. Thank you.

utterance: Well thank you, I'm glad that I could be of service, and I hope you have a great day.

utterance: You too bye.

utterance: Thank you bye.


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

utterance: Good afternoon. How are you doing?

utterance: Good afternoon. I'm fine. How are you doing too?

utterance: I'm good.

utterance: Yeah. I'm calling to to make a complaint though I've called before and the issue I brought forward was handled very well so I'm calling again. today.

utterance: So I I made a deposit. The deposit machine so it was for fifty dollars. and while receiving the alert on my phone I got forty-eight dollars and I don't know why that happened so I think I need clarification about that.

utterance: So how do you explain that?

utterance: I'm sorry for the discrepancy, sir.

utterance: Did you say you deposited fifty dollars and you got forty-eight dollars instead?

utterance: Correct.

utterance: Did you pay into your Intellibank account?

utterance: Yes.

utterance: That's why I'm calling.

utterance: OK. I'm sorry about that, sir. When did you make the transfer?

utterance: Just like few minutes ago.

utterance: A few minutes ago. So a few minutes ago you made a transfer of fifty dollars into your Intellibank account and you got forty-eight dollars instead. Am I right?

utterance: Yes.

utterance: Correct.

utterance: OK.

utterance: I will need to verify your account to confirm the information. I hope you do not mind.

utterance: No problem.

utterance: May I have your full name, please?

utterance: My name is Johnson Snow.

utterance: May I call you Mister John or Snow?

utterance: I prefer Snow.

utterance: OK. So may I have your date of birth, please.

utterance: My date of birth is August twelve nineteen six six.

utterance: OK.

utterance: You August of nineteen eighty-six. Am I correct?

utterance: Did I say eight six?

utterance: Yes.

utterance: Eighty-eight. Pardon me.

utterance: OK.

utterance: OK, Snow. So your date of birth is August twelve nineteen eighty-eight.

utterance: Yes.

utterance: OK. May I have the account number, the Intelli account number, that you paid into.

utterance: Zero zero.

utterance: Zero zero.

utterance: One six.

utterance: One six.

utterance: Two four.

utterance: Two four.

utterance: Five four.

utterance: Five four.

utterance: Six two.

utterance: Six two. OK.

utterance: Zero zero one six two four five four six two. Am I correct?

utterance: Correct.

utterance: OK for your security question, what is the name of the street that you grew up?

utterance: Johnson Street.

utterance: Johnson Street. OK. Thank you for verifying your account.

utterance: Can you give me some seconds please to check through?

utterance: Please.

utterance: Do your thing.

utterance: OK. What date exactly did you make the transfer, please?

utterance: Today.

utterance: Today. Sixteenth of September.

utterance: OK. You made your transfer today. Did you receive the debit the credit alert immediately?

utterance: Immediately.

utterance: OK.

utterance: I can see here that you were charged two dollars for the transfer services.

utterance: OK. Transfer services.

utterance: I I have no clue that that is involved in transferring money to your account.

utterance: OK. I'm sorry you do not know about it. It's the latest development. It used to be free but now it is no longer free. That is why we introduced an affordable amount of two dollars.

utterance: I'm sorry about that. But we sent a mail regarding that to all customers. Did you get your mail?

utterance: actually, I've not been checking my mail.

utterance: So probably the mail is in my inbox.

utterance: OK, Snow. Can I get your valid email address so that I can resend the notification to you?

utterance: OK.

utterance: Johnson Snow at Gmail dot com.

utterance: OK. Johnson Snow at Gmail dot com. Give me a few seconds. Let me send the notification.

utterance: OK. Sent. I'm sorry for the disturbance. Will that be all for now, please?

utterance: Yes. Yes. Yes.

utterance: Yes. yes. How is the weather over there? It's hot here. How are you coping?

utterance: The weather is good. Thank you. We're doing fine.

utterance: It's its even. I can't I can't tell that in your voice.

utterance: Thank you for calling Intellibank. Do have a wonderful day.

utterance: Thank you.


utterance: Thank you for calling Intellibank. My name is Izumi. Who am I speaking with today?

utterance: Hey, Izumi. My names Edward Elric. just calling in cuz I have a big problem today. I was at the I was at a couple of stores with my wife buying supplies for a house and I think I lost my card. I can't remember when I lost it since we were at one of the stores. My wife actually used one of her cards to get the store points that they offer. don't know if it was before then or after. I think it was after because we went to go eat somewhere there. just calling in to get some help.

utterance: Oh, no. I'm so sorry to hear that Mr. Elric. I know that it's difficult when you lose your your bank card. but yeah. Please rest assured, I will do everything I can to make sure that your account is secure and then we'll get you a new card as well as soon as possible, OK?

utterance: Oh, sweet. Never lost my card before. Kind of worried. So not sure what I have to do. Is there anything that I need to give you first so I can get my card?

utterance: Yes, Mr. Elric. So first of all, I'll just need to ask for your personal information so that I can pull up your account . can I get your account number, please?

utterance: Yeah. It is one zero zero, one seven zero and the last four of my social are fifty-two fourteen in case you need that.

utterance: yes. Thank you for that information. And then, I just wanna make sure that I have that account number correct. So I have one zero zero, one seven zero. And then, the last four of the social were five two one four.

utterance: Yeah. That's right.

utterance: Perfect. And then, can I also verify your date of birth, please?

utterance: Yeah. It is October fourth, nineteen ninety.

utterance: OK, perfect. Thank you so much. Let me just pull up your account. Give me one moment.

utterance: Oh, OK.

utterance: All right. Just one second.

utterance: Yeah. I really hope get help to find my card. We are renovating our house at the moment right now. Started redoing our walls not too long ago. It's a bunch of wallpaper, so we just need help finishing removing it. And then, my wife is gonna head off to the store to get some paint to start that project.

utterance: Oh, that's awesome. Do you guys have like a color scheme or color palette that you're working with?

utterance: yeah. My wife's all into that stuff. Her name's Winry. She's on the joint account with me.

utterance: Oh, yeah. My too. I see that here. That is such a pretty name.

utterance: Yeah. Yeah. I love it too. She's actually a little bit taller than me. Everyone jokes around with me. It's kind of embarrassing cuz then milk. I hate that stuff.

utterance: Yeah. It's it's not for everyone. So I'm not a huge fan, but my husband loves it. He always has his bread and milk like almost every day.

utterance: Taller than you, I'm assuming?

utterance: yeah, he's taller than me. he wishes he was taller though. And like, he loves to play basketball. He wants to be a basketball star, so yeah. But anyways, so I got your account pulled up. and then I do have to ask you your security question. this one is what is the first name of your youngest sibling?

utterance: It's it's Alphonse.

utterance: OK, perfect. That's what I have as well. All right. And then, We'll also need your credit card number. Do you have that information with you?

utterance: Yeah. I have all my card numbers on my phone here. Just gimme a second.

utterance: OK, yeah. No worries. Take your time.

utterance: Yeah. here it is. OK, so it's fifty-five sixty-five twelve thirty-four, thirty-three sixty-three, forty-seven, eighty-nine.

utterance: OK. Perfect. And I just wanna make sure that I have that correctly. So that number was fifty-five sixty-five twelve thirty-four thirty-three sixty-three forty-seven eighty-nine?

utterance: Yeah, that's right.

utterance: OK, perfect. Thank you so much. And then, when was it that you lost your card?

utterance: I think it was last Tuesday.

utterance: OK, so that was on So Tuesday, the twenty-first of this week?

utterance: Yes.

utterance: OK. Perfect. And then, do you remember like what was the last store that you used your card?

utterance: I think. Yeah. Went to some deli in Anaheim. I think it was like for thirty bucks. And then the last thing we did that day That was the last thing we did cuz then we went out shopping.

utterance: OK. yeah. Let me take a look at your transaction list. Gimme one second. OK. Perfect, yes. So I do see that and it was was it Ernie's Deli in Anaheim, California?

utterance: Yeah, yeah. That's the place.

utterance: OK.

utterance: Perfect. And then, so it looks like the amount was for thirty-two fifty two thirty-two dollars and fifty-two cents. Does that sound about right?

utterance: Mhm, yeah.

utterance: OK. Perfect, perfect. So yeah. It does look that was like that was the last transaction that was posted on your account. So there was nothing else that went through after that. And then, it doesn't look like anything that's pending as well. so, it doesn't seem like anyone else has used your card I do have to go ahead and get that canceled for you, so if anyone were to find it they wouldn't be able to use it. And then, we'll issue you a new card. I do wanna confirm that we have the correct address on file. What is your current address?

utterance: Yeah. It's twelve twenty South Street Anaheim in California. And the zipcode is nine two eight zero four.

utterance: Perfect. Thank you so much. So, yeah. That is the address that we have on file I have sent a request to have a new card issued and mailed to you to that address. we can also expedite the card if you want to. There is a fee to be able to receive it in the next three business days. do you wanna do that?

utterance: no. I don't need to get it expedited. I have a platinum card that I'm using for the mean for for the time being.

utterance: OK. Perfect, yeah. We just want to let our own customers know that that is an option. so your card will arrive in the next about seven to ten business days in a blank envelope. once you do receive the card, there is a sticker on the front and then there's a number on there that you'll wanna call to get that card activated.

utterance: OK, awesome. Sweet. I'll keep an eye out for it.

utterance: OK, perfect. All right. And again, I'm so sorry that you had to go through this experience. I do appreciate your patience while I gotten that taken care of for you. was there anything else that I could help you with today?

utterance: no. That was it. I really appreciate it.

utterance: Oh, my pleasure. Well, I do hope you have a great rest of your day.

utterance: Thanks, you too.

utterance: Thank you. Goodbye.


utterance: Hi thank you for calling Intellibank my name is Nova and how may I assist you today?

utterance: Oh hey Nova how are you doing? That's an unusual name it's beautiful though!

utterance: Oh well thank you so much ma'am! And I am doing just fine how about yourself?

utterance: I'm doing pretty well actually we finally just got done with our move so I guess I need to update my street address with you now. we moved all the way from Washington state down to Jacksonville Florida we were getting pretty tired of the cold and the rain and hoping for some beautiful sunshine down here .

utterance: Oh it is absolutely beautiful down in Jacksonville I grew up not too awfully far probably about an hour away from there.

utterance: Oh really?

utterance: Yes ma'am I sure did now may I get a little bit of information from you so I can pull up your account please?

utterance: Yeah absolutely what do you need?

utterance: Let's start off with your name your first and last name please.

utterance: Sure it's Sandra Osborne O S B O R N E.

utterance: All right Miss Osborne thank you for that. May I also have your date of birth?

utterance: Yeah absolutely it's November the eighteenth nineteen fifty-five.

utterance: All right so November the eighteenth nineteen fifty-five. Now may I have your driver's licence number?

utterance: Sure it is sorry I've got it right here in front of me I just got it changed to a Florida license. it's R like rover six nine five five eight five two zero four four zero.

utterance: All right ma'am so that was R as in rover six nine five five eight five two zero four four zero.

utterance: Yes ma'am that's correct.

utterance: Thank you for that information Miss Osborne and I do see we had a security question on file for you may I have your first pet's name?

utterance: Yeah it's Cashew the Chameleon.

utterance: Oh that's very interesting Cashew the Chameleon I know my niece came and stayed with us last summer and up until then I honestly never saw much point in having any reptiles as pets but she actually had a couple of chameleons that she brought with her and they are the most interesting little boogers to watch!

utterance: Yeah they sure are aren't they!

utterance: Yes ma'am! All right now may I please have your account number?

utterance: Yeah sure oh God I'm so sorry. My checkbook is in the other room would you mind hanging on just for a second so I can go and grab that?

utterance: Yes ma'am that is no problem whatsoever just let me know when you're back.

utterance: OK thank you sorry!

utterance: OK I'm back are you still there?

utterance: Yes ma'am I sure am do you have that account number?

utterance: Oh I sure do it is one nine eight five five five eight two three.

utterance: All right I have one nine eight five five five eight two three?

utterance: Yup that is correct!

utterance: All right Miss Osbourne thank you so much and I am ready to go ahead and update that street address for you. What is your new address?

utterance: We live at three thirty-seven Armory Road which is A R M O R Y Road in Jacksonville Florida.

utterance: All right so three thirty-seven Armory A R M O R Y Road in Jacksonville Florida?

utterance: Yup that's correct!

utterance: All right well thank you so much for that information ma'am I do have it all updated. Is there anything else I can help you with today?

utterance: yeah yeah while I have you on the phone my friend was telling me about the money-back card that you guys have. Could you give me a little bit of information about that?

utterance: All right ma'am I think she might have been referring to our cashback card does that sound correct?

utterance: Oh yeah yeah sorry about that cashback card!

utterance: That's no problem Miss Osborne it is actually a wonderful card you get three percent cash back on all everyday purchases and once approved you do get a very low APR of eight point nine nine percent.

utterance: Oh really well that sounds great actually I think I'm going to talk with my husband and see if that's something we'd been interested in.

utterance: All right well that sounds great Miss Osborne I was gonna say that we can go ahead and get you all applied today but if you need to speak with your husband first I completely understand.

utterance: Yeah thank you for that!

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

utterance: Nope that'll do it. Thank you so much for your help today Nova!

utterance: Yes ma'am Miss Osborne. Thank you so much for calling Intellibank and you have a wonderful day!