utterance: Ting-a-ling.

utterance: Hi, thanks for calling Intellibank. This is Susan how may I help you?

utterance: Hey Susan. I I I moved and I gotta tell you where. you know. I moved my address. My address changed.

utterance: And who am I speaking with?

utterance: this is Todd Nickerson.

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

utterance: August twenty-one. Sixty-nine.

utterance: OK and. what is your bank account number?

utterance: OK. You're ready? It's nine one zero eight four two five zero three.

utterance: That's my the bank number. Is that good enough?

utterance: OK.

utterance: Yup, that's good.

utterance: And it was such a pain you know. You remember that rain? Are you in Raleigh?

utterance: No I'm not but we service Raleigh.

utterance: OK.

utterance: OK, well. We had a tremendous rain storm and and my last house and my it was an apartment really. It was ground floor and it got totally flooded. I mean absolutely everything. Got. What is it. Was in three feet of water.

utterance: Huh?

utterance: Oh, I'm.

utterance: Goodness I'm sorry to hear that.

utterance: That was.

utterance: Such a frustration and so I know I hate. You know I got you on the phone. I wonder if we could get a bank. My bank balance. My my credit card. My not credit card. My checking account balance.

utterance: OK I can. I can help you with that. And I would like.

utterance: I would. I gave you my savings number but you need my credit card number or you have it there?

utterance: I need. I don't need. What did you want? You want to update. You want a balance? OK. You want balance on your account number.

utterance: I credit card I sbye bye.

utterance: My checking account right.

utterance: Che~

utterance: And you gave me your savings account. And you don't need a balance on that?

utterance: Yeah.

utterance: No, I I know what that is but.

utterance: OK. Why don't you give me your checking

utterance: You

utterance: Know what? No. Nevermind. I just. I just wanna change the street address. I I'm sorry. I gotta go though. But so. Let's just change the street address.

utterance: OK Todd. I mean. Yeah. Hold on just a minute. OK. I have currently. your street address. Eighteen twenty Wake Forest Road and.

utterance: Which is now a big swimming pool.

utterance: Oh. Boy that's a job isn't it.

utterance: So I. Yeah. I moved down. I'm. I'm on Spring Forest now.

utterance: OK. Can I have that address please?

utterance: Sure. It's seven two one. Spring Forest Road. Raleigh.

utterance: OK. Is that the same ZIP? Two seven six one three?

utterance: Yeah.

utterance: Two seven six one three. That's correct.

utterance: OK, gimme

utterance: Just a second here.

utterance: So. Busy day today?

utterance: it's normal today. Not too busy. Not too slow.

utterance: And you're in Raleigh right?

utterance: No. No. I. Just we service Raleigh.

utterance: Oh. Can. Is it against the rules to ask what city you're in?

utterance: No. No I can tell you. I'm Phoenix.

utterance: Oh yeah wow! I bet it's hot there now.

utterance: Yes. It's pretty hot. OK Todd. I've got that new information updated in your checking account. And. and I also will put it into your savings account also. It's the same. It will be the same address. And is there Is there anything else that I can help you with?

utterance: Oh, thanks. Yeah.

utterance: No. You know you did great. I I really appreciate it. This is This is tough. I've got a lot to do. You'll be seeing a lot of charges on my credit card as I go and replace all my stuff. Yeah I just got a TV too. A big flat-screen TV. Totally destroyed it.

utterance: Oh that's terrible! Sorry to hear that. Did you have insurance?

utterance: Oh. I don't know. My girlfriend usually take. Probably not. It's a. Well. We'll see. I don't know.

utterance: Ooh.

utterance: Ooh. That hurts.

utterance: Yeah. Yeah. So. Well. I I definitely appreciate your help. And have a good day!

utterance: OK. Well thank you Todd for calling and if you have any other questions or concerns you can call me back. And today your reason was for changing a street address.

utterance: That's correct. OK.

utterance: OK. Thank you very much Todd.

utterance: OK.

utterance: Thanks a lot. Bye bye.

utterance: Bye bye.


speaker_role: Agent

utterance: Thank you for calling Intellibank, how can I help you today?

speaker_role: Customer

utterance: Yes, I like to make simply make a wire, wire transfer today. I need to transfer some money.

utterance: Yes sir, I can totally help you with that. could you please verify your first and last name?

utterance: Yes, it's Fred Jones. Fred E. Jones Edward.

utterance: Yes, sir and your date of birth?

utterance: Three six seventy-two and then my address is five eighty one George street Charleston, West Virginia two eight three seven four, and my social is two three eight two one seven two see two three eight two three two one seven two and anything else you need?

utterance: no that'll be fine sir, thank you very much for the information. I do need you to verify the security question on your account so I can verify that it is you,

utterance: OK.

utterance: OK.

utterance: And it is your favorite pet?

utterance: Favorite pet? Harry.

utterance: Yes sir, that is correct. OK, and I need to have the withdrawal bank account number?

utterance: OK, OK, it's the nine digit, yeah. Its nine one one two one nine six one three.

utterance: Yes sir, and what dollar are you looking to transfer?

utterance: Only seventy-five hundred dollars even to to an account at this. just another branch at this account up north.

utterance: OK, so this.

utterance: Yeah, it's from

utterance: My daughter my daughter's having her wedding and and I gotta her, give her the money for the wedding cake before we get up there so it's already there so.

utterance: OK, yes sir so this is a domestic and not a international transfer.

utterance: Yeah, it's just going up

utterance: To Vermont.

utterance: OK, and I, I did want to

utterance: You know at least you got good ice cream up there. You know what I mean?

utterance: Yes sir.

utterance: Or.

utterance: Or maybe get some free Ben and Jerry's when we're up there.

utterance: Yes sir. I totally I totally understand.

utterance: It'd be pretty cool. Yeah.

utterance: Or Cherry

utterance: Garcia and all that stuff.

utterance: Yes sir.

utterance: Fish food yeah. OK. Sorry about that. Man I ramble a lot sometimes.

utterance: Yes.

utterance: And I.

utterance: Oh, that's OK.

utterance: My daughter's

utterance: Getting married, I get excited sometimes.

utterance: That's

utterance: Quite OK, sir.

utterance: OK.

utterance: And I, I did want to verify with you that if it was an international transfer, that there would be a fee associated with that of ten dollars, but you are telling me that it is not so you don't have to worry about that.

utterance: That

utterance: Is about four hundred miles.

utterance: Yes sir, OK, and could I please have the deposit routing number, for the account that we will see the funds.

utterance: Oh oh oh. Yeah. Eight

utterance: Four seven seven two four seven two three.

utterance: Yes sir, thank you for that. And I'd like to let you know that this will take place tomorrow by noon, so if you wanna , kinda check the details of that in your email. We will send all the information to your email and you'll be able to track that, so that's what time it will take place.

utterance: Can I get a Can I get it sent to her email as well? Or I I can just, what I can do is I can just I can send it to her through my email once I get it through you, I'll just, what they call that? adding a file or adding something, I know I know what I gotta do on the on the email thing.

utterance: Yes sir and you know I can tell you about our online banking if you're interested if you don't know much about that?

utterance: I've never done it.

utterance: our online banking is very convenient. It's twenty four hours a day access to any kind of banking issue that you may have you can also do check list deposits or you don't have to supply check makes it very convenient if you work late hours and if you have another wire transfer that you need to have done in a quicker manner, you can also access it for that. we also have different ATMs in different locations, and we also do the new ATM with the live agent. And you don't have to have any information.

utterance: Oh. Is that that ITM?

utterance: Yes sir.

utterance: Oh, OK, so that's what that meant?

utterance: Yes sir.

utterance: I saw it said.

utterance: It said ATM slash ITM. I was like honey, what's ITM mean? She was like, I don't know. I said well, well now we know, so good yup.

utterance: And I did wanna advise you of your account balance, your account balance at this stage is one thousand two-hundred and fifty dollars.

utterance: That's after my transfer?

utterance: Yes sir.

utterance: OK. OK, just say we're missing money then, but yeah that's right, that's right.

utterance: And if the funds cannot be accepted, there will be a surcharge of six dollars.

utterance: No. no, it's

utterance: Fine. Can you could I go ahead and transfer some of my savings to my checking?

utterance: Yes sir, you sure can. I can take care of that for you.

utterance: I put

utterance: fifteen hundred. From my savings into my checking, I'll give you my number. It should be, should be right on your monitor there.

utterance: Yes sir, I do have all that information. Thank you very much for that. Is there anything else I can help you, anything further about our our loans or anything about our, our current interest rates?

utterance: OK OK.

utterance: I've been thinking about getting a home improvement loan but it's probably gone have to wait a year. It's been kind of low, with businesses been kind of slow lately because of the Corona, Coronas virus, so I'm probably have to wait another year, but I appreciate it though.

utterance: OK, yeah sir I totally agree with you on that, but thank you very much and is there anything else I can help you with today?

utterance: Not much, I can't wait to get up to Vermont and see my daughter get married try that new Human Centi peach ice cream they got going on up there.

utterance: Yes sir, I totally think that would be a great idea and thank you so much for calling Intellibank. If there's nothing else I can help you with today, then you have a great day.

utterance: I

utterance: Think that's it, ma'am, I appreciate it.

utterance: No problem. If there's.

utterance: Fred.

utterance: Fred Jones here.

utterance: If there's anything else we can help you with, don't hesitate to call.

utterance: OK.

utterance: Thank you.

utterance: Thank you.

utterance: Bye bye.


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

utterance: Hello this is Charlene speaking, and I have an issue regarding my address since I just recently moved and my mail keeps being sent to my old mail whereas I'm at a new place right now.

utterance: OK, I see. So you'd like to update your address.

utterance: Yes I would like to change my address.

utterance: All right, no problem. I can take care of that for you. First can I get your name and date of birth please?

utterance: OK, my name is Charlene Peterson and my date of birth is on the twenty-ninth of December, nineteen ninety.

utterance: All right, thank you. And can I get your account number please?

utterance: One second let me look at. Let me look for the card.

utterance: OK. My account number is.

utterance: OK.

utterance: Yes?

utterance: Three five four six six eight seven nine two four.

utterance: All right, thank you so much for that Charlyn. I'm also going to ask you a security question to verify your identity. So, what is your mother's maiden name?

utterance: It's Taylor T A Y L O R.

utterance: All right, thank you so much for that. Can I also get your credit card number please?

utterance: OK.

utterance: The number is four nine two nine three eight one three two seven five five two two two oh.

utterance: All right thank you so much, and can I please verify the old address that you need to change?

utterance: nine three three Brookside Street oh let me start again sorry. Nine three three Brookside Street. city in Texas. And the code is seven five zero four one.

utterance: All right, thank you so much for that. Now I can go ahead and update your new address, so if you could please tell me your updated address.

utterance: OK my new address is seven eight seven three Woodland Street in Houston, Texas. And the code is seven seven zero two six. Excuse me.

utterance: All right, no problem. I have went ahead and updated your address.

utterance: Oh OK, that's nice. How is the weather over there?

utterance: Oh the weather is so nice lately. How's the weather with you?

utterance: It's. It's OK over here also.

utterance: It's pretty hot lately where I am, but I love the hot weather.

utterance: it's better to be warm than cold.

utterance: Yes it's very.

utterance: Yes absolutely, I absolutely hate the cold.

utterance: So I was wondering about the returns card. Do you offer it at at at the bank?

utterance: Oh returns card did you mean our rewards card?

utterance: Yes.

utterance: Yes we offer rewards cards so what they are is they're a type of credit card and whenever you use them to spend or make a transaction you receive rewards so about one to five percent rewards for each purchase.

utterance: Oh that's nice, and how can access one or get access to one?

utterance: So you can apply for one online on our website at Intellibank dot com. They have online all of the information for the rewards cards, all the fees and everything associated with it. And there's a little button under the page of the rewards cards page and the button will say apply. So you can go ahead and click that and apply for the rewards card.

utterance: Oh thank you I'll do just that.

utterance: Yeah, no problem. And Charlene is there anything else I can help you with today?

utterance: No thank you, that's all for today.

utterance: All right, no problem. Take care.

utterance: OK you too, have a nice day.

utterance: You too.


utterance: Hello, and thank you for calling Intellibank. My name is Patricia, how may I help you?

utterance: I'm calling to find an Intellibank branch location near me and to check my account balance.

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

utterance: Yes. Markus Love.

utterance: OK, and can I have your date of birth, please?

utterance: Nine ten nineteen ninety-nine.

utterance: OK. Thank you. And can I have your account number?

utterance: Six five nine four eight two three.

utterance: All right, and for security. And for your security code can I have the make and model of the first car you owned?

utterance: Yes. It's a Chevy Malibu.

utterance: OK.

utterance: No, I'm sorry. A Pontiac GTO.

utterance: Oh. OK. OK, so can I have your street address where you are inquiring for the location?

utterance: Five oh two. Maple Drive.

utterance: OK. And the city and state?

utterance: Inverness Florida.

utterance: OK. And the ZIP code, please?

utterance: Six five nine four three.

utterance: OK. I do see that there are several branch locations near your location. there is a branch location on Fifty-third Street and Pine. that one's about two point four miles away from you. I also do see a branch location on Vander Street which is about point eight miles away from your location. but we also have an additional branch on Fifty-fifth Street and Twenty-third Avenue, which is about two point five miles away. Yes, sir.

utterance: OK. Guess I good remember the one on Vander Street, thank you.

utterance: OK. No problem. Would you like to. And you did state that you wanted to check your bank account balance, correct?

utterance: Yes.

utterance: I'm sorry?

utterance: Yes.

utterance: Oh OK. And what account are you inquiring about? Is it your checking or savings?

utterance: I'm calling to check the balance of my checking account because I would like to enroll in this big tournament they got. It's called Madden, which is a football game. And the first prize winner takes home ten thousand dollars. And I think I could be that number one because I'm very good at it.

utterance: Oh Yeah? How long have you been playing?

utterance: For about ten years.

utterance: Ten years! Wow! That's a really long time. A really really long time. OK. Well I wish you good luck. OK. And what account are you inquiring about? Is it your checking or savings?

utterance: My checking account.

utterance: I'm sorry.

utterance: My checking.

utterance: Oh OK. And can I have your number for the account number for that, please?

utterance: Yes. Six four four eight nine nine.

utterance: OK.

utterance: No, wait. The account number is four seven eight three two two.

utterance: OK. No problem. Thank you. I do see your checking account balance as seven thousand seven hundred sixty-five dollars and eighty-eight cents. are there any other accounts that you would like to check?

utterance: Yes. Can I check my saving account, please?

utterance: Yes, sir. your savings account has mm let me take a look here. Yeah, so your savings account has five thousand two hundred and ninety-four dollars and eighty-eight cents. Any other accounts?

utterance: Yes, ma'am. Can I check my auto loan?

utterance: Your auto loan, let me look that up, one second. And do you have the auto loan number?

utterance: Mm not on me at the time. Hold on. I think I can. I think I know what. Yes, I have it now.

utterance: OK. And what is that number?

utterance: Five nine two four eight eight.

utterance: OK. All right. I do see that account here. All right. Oh, you have eight hundred and thirty-eight dollars and twenty-two cents left on your auto loan. is there anything else that I can do for you?

utterance: No. Thank you.

utterance: OK. Would you like further information about online banking in order to check the balance yourself more conveniently in the future?

utterance: No thank you, but can you let me know what's in my auto loan again?

utterance: your auto loan has eight hundred thirty-eight dollars and twenty-two cents.

utterance: OK. Thank you, that's it.

utterance: OK. Thank you for calling Intellibank again. My name is Patricia, have a great day.


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

utterance: Hi Rose. My name is Kim. I need some help please with a transaction that I don't recognize. I am looking at my statement and I I'm not recognizing the this charge or this company. so I need some help with that and then I also want to transfer some money from my my checking to my savings account.

utterance: OK. I can certainly help you with both of those things. bear with me just a moment. I'm a. I need to get a little bit of information from you.

utterance: Sure.

utterance: So that we can look at this transaction that you need to dispute. OK. You said your first name is Kim and I need your last name please.

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

utterance: OK. Thank you so much, Miss Johns. And your date of birth?

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

utterance: OK and I have to ask you your security question. What is your mother's maiden name?

utterance: It's Murphy.

utterance: OK. And the type of account that you are you have a dispute with?

utterance: the dispute is on my checking account.

utterance: OK and can I have that account number please?

utterance: Sure. Let me grab that for you.

utterance: OK. Take your time.

utterance: OK. The checking account number is seven zero eight five six four six seven four three.

utterance: Awesome, thank you so much. And the. Oh, OK.

utterance: I'm sorry.

utterance: The last four digits is six seven four four. I think I said four three. I was looking down at the next line trying to read ahead.

utterance: Oh!

utterance: So it's seven zero eight five six four six seven four four is my checking account number.

utterance: That's the worst.

utterance: OK. Thank you so much. And the dollar amount for this transaction?

utterance: it's four hundred dollars even.

utterance: OK.

utterance: I'm trying to get a little bit more money into my savings account. You know, try to earn earn as much as possible. With all this COVID stuff going on you never know. So trying to tuck away as much savings, you know, as possible.

utterance: Yeah.

utterance: I completely understand. It's been so stressful you know. I I just can't even imagine what the people who are now having to pay back what they received.

utterance: Oh yes. I saw that on the news. I can't believe that.

utterance: Yeah.

utterance: Can.

utterance: You imagine? I mean I just feel like that should have been an up front statement made.

utterance: Right.

utterance: You know. I mean who Right. If you know that.

utterance: Exactly.

utterance: Letting people know if you've got something and it's expected.

utterance: Right.

utterance: Then you know. And then people may not have taken as you know may have made a a more precise decision on how much you know to ask for. I mean, I'm not really sure how it all works. If if you request it or if they give it to you based on you know. I've never actually had unemployment before, but I think it's crazy to to give it and then expect people to pay it back.

utterance: I agree. I agree and that. I mean, I think that there will be a lot of people disputing those amounts that they're asking back because you know if you're in need and you're living on that money how in the world are they gonna expect them just to all of a sudden have that money available to give back.

utterance: Exactly. Yeah, that's crazy.

utterance: You know?

utterance: It's it's really it's really sad. So anyway sorry. Got off track here. OK. So the dollar amount you said was four hundred dollars even and you don't recognize this transaction?

utterance: That's OK.

utterance: Oh! I'm sorry. The four hundred dollars was the amount that I want to transfer from my checking to the savings account. I got ahead of myself. the account. The amount that I'm I want to dispute that showed up on my statement was for thirty-seven dollars and fifty cents. looks like it's from a Shell station in Texas and I've never been to Texas so I don't know why there would be a charge from a Shell station in Texas. not to mention, I have an Exxon actual credit card, so that's always the gas station I use. I rarely use anything else.

utterance: Oh, no worries.

utterance: No worries.

utterance: Oh my. I see. That would. That's very concerning. OK. All right, so the reason for the dispute is basically you don't recognize this, you've never even been to that state and you also have a gas card and you wouldn't even go to that gas station to begin with. So this is definitely a fraudulent transaction.

utterance: Yeah.

utterance: OK. I just have a few more questions that I have to ask you just because before I get it over to the dispute department. They they request that we ask these things. I'm sorry. Sometimes seems a little redundant. are you sure that you don't have anyone else that has access to this account?

utterance: Sure.

utterance: no. No one else should have access to this account at all.

utterance: OK and you don't recognize it. So and also do you have any regular membership fees or subscription fees that come out of this account?

utterance: I do have a gym membership that comes out from Oh my goodness. I just drew a a blank. Planet Fitness. There we go. I'm like I can visualize it and see the purple but I couldn't think of the name.

utterance: Oh.

utterance: No worries.

utterance: Yeah.

utterance: From Planet Fitness for twenty dollars, but it's always the same. It's always the you know in the beginning of the month cuz that's when I signed up. and and that's the only thing that comes out that's reoccurring.

utterance: Right and it's not it's not a gas station.

utterance: Nope, it sure is not.

utterance: did you did you reach out to the business to see if they could help you with this?

utterance: I did try to call.

utterance: Them. I sat on hold for quite some time. Then I got transferred around a lot. It didn't seem like they knew exactly what to do with me or where to send me. and I I honestly got frustrated and decided to call you all to dispute it since you know you're my bank and I know I didn't make that charge.

utterance: Oh my God. That's so frustrating and I completely understand. Who wants to deal with that when you're already stressed out about you know your account being robbed basically.

utterance: Exactly. Yeah.

utterance: So, great day. All right, I have all the information that I need from you Miss Johns. Thank you so much for providing that. I'm gonna put you on just a brief hold, OK? I need to go over to the dispute department and give them this information and get this investigation initiated. OK? I'll be right back.

utterance: Sure.

utterance: Sure, absolutely.

utterance: Thank you.

utterance: You're welcome.

utterance: All right. I have initiated the investigation. It takes three to five business days. and they will be contacting you about that and they will be contacting you through your email and also through your phone number. OK? And the one that we have on file, is that correct?

utterance: yes. That that is the one. excuse me. That is correct.

utterance: All right. And you said you need me to make a transfer, correct?

utterance: Yes. I would like to do a transfer from my checking account to my savings account.

utterance: OK. Well, we're having to close. We have to close the checking account since there has been fraud. So, right.

utterance: Oh, OK.

utterance: OK. Well How long about does like that does it take for them to get back to you?

utterance: usually three to five business days.

utterance: OK. So I'll just have to waiting until then to transfer that money from my checkings over to my savings then.

utterance: OK, certainly. And I work Monday through Friday nine to five so you don't have to explain this to anybody else again. You know, you can just call and ask for me. Rose.

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

utterance: You're very welcome, Kim. Was there anything else I could do for you today?

utterance: Nope. That's everything. Thanks again.

utterance: All right. You have a wonderful rest of your week, Kim, and thank you for calling Intellibank.

utterance: Thanks. You too.

utterance: Bye bye.


utterance: Hello and thank you for calling Intellibank. My name is Heather. How may I help you?

utterance: Hello, I'm trying to see why there are some charges on my account that I know nothing about. I'm trying to understand what that's for and if you can help me with any information that'll be great. I believe that they are on my travel credit card.

utterance: OK of course I will be able to help you. And I do believe that you are speaking of your traveler's credit card? Is that correct?

utterance: Yes my traveler's card. Yes I thought I lost that. I lost my card but I found it. But there are charges that I do not recognize. Also can I have my last two transactions?

utterance: OK so first, I can share your last two transactions then we can process the dispute. Can I have your first and last name please, and your date of birth?

utterance: OK my first name is Steven. My last name is Jones. My date of birth is November twenty-third nineteen eighty-two.

utterance: OK thank you Mr. Jones. And for your security question, what was the name of your first pet?

utterance: Old Lester.

utterance: Old Lester. OK thank you. So you stated that you would like to know your last two transactions correct?

utterance: Yes that is correct.

utterance: OK. Let me take a look here. And last can I have your account number?

utterance: Yes three four five seven eight nine two.

utterance: OK perfect. Let me pull up your account. OK I do see that the last two transactions were from Home Depot for thirty-three dollars. And also I see a charge here from the Pizza Hut for twenty-five dollars. are there any other transactions that you would like for me to check?

utterance: Yes what transactions are before that? There were three transactions I did not authorize. I think it was from an online store. Do you see it? All Town Watches in the amount of three hundred and seventy-three dollars?

utterance: yes I do see that transaction. So what we can do is start a dispute on these charges. so, what our dispute is we will start an investigation which will take about five to seven business days. And we'll look at the charges to see if they were authorized or not on your behalf. after the conclusion we will contact you to see of those charges will be placed back on your account.

utterance: OK I would like to dispute those last three transactions. I was checking my card and I see a transaction that I did not approve. My account balance does not sound right either.

utterance: OK. And can I have the credit card number connected to the transaction you are disputing?

utterance: Yes four two three four five four nine three five four nine three four five oh nine.

utterance: OK. can you repeat that for me one more time, I'm sorry.

utterance: Four two three four five zero nine three four five nine three four five oh nine.

utterance: OK perfect. And what about your account? Can I have the account number for the charges?

utterance: Four nine three two four four four.

utterance: OK perfect. I do see your account here. What about the dollar amount of the transaction in question?

utterance: Well, one was two hundred and thirty dollars. The second was a hundred and twenty-one dollars and the third one was three hundred and seventy-three dollars.

utterance: OK and the dates these occurred?

utterance: They were all at the beginning of the month. Around October second.

utterance: OK and last, what is the reason for the dispute?

utterance: I didn't authorize these transactions. I do not know how they got on my account. I did lose my card for a few hours and when I checked my account I see that there were these charges that I did not recognize and now I'm missing money. Would you be able to get my money back?

utterance: Let's see. Well at the end of the investigation we will decide if the charges were unauthorized. If so, a refund will be given for those amounts. has anyone else had access to your account?

utterance: Well it well I did lose my card for a couple of hours so there may have been someone else who used my card. I'm not sure.

utterance: OK. And I do see one of the businesses is Burger King. Do you recognize this business?

utterance: No I don't.

utterance: OK and does the transaction have a membership fee?

utterance: No it's during normal charge.

utterance: All right so when we do the transaction investigation it will take about five to seven business days. During that time we'll lock the card for any further further fraudulent transactions.

utterance: OK thank you.

utterance: All right is there anything else that I can do for you?

utterance: No that's it. Have a nice day.

utterance: All right thank you for calling Intellibank. Again, my name is Heather. Have a nice day.


utterance: Hello.

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

utterance: I'm Jim Andrews. I'm calling I, I, I'm having a transaction dispute. .

utterance: OK, sir. If I get you correctly, your name is John Andrews.

utterance: Yeah.

utterance: sir please what is your date of birth?

utterance: Ten of March nineteen eighty-six.

utterance: OK, now sir what's your account number?

utterance: Four three nine six four five seven zero nine one.

utterance: OK sir, a minute please. Let me confirm.

utterance: OK.

utterance: OK sir I just checked it now. Your transaction was actually successful but we have technical issues with maintenance.

utterance: So, if it if it's like a few hours the thing will be corrected.

utterance: Is that OK with you sir?

utterance: Do have a nice day. Thank you sir.

utterance: All right, you too.

utterance: Bye.


utterance: This is Sarah, thank you for calling Intellibank, how can I help you?

utterance: Hey Sarah, how are you? Yeah I think I'm an idiot and made a big boo-boo and I need your help.

utterance: Oh no, of course. What what what's going on?

utterance: Actually it's me and my me me and my friends where having a little guys weekend and we went away to Atlantic City. Having fun in the sun, own the beach, toes in the sand you know at the casino, gambling, living it up. Having a good time. And I lost my travel card.

utterance: Oh no so you lost your travelers card. That's what we call it.

utterance: Oh.

utterance: Your travels your travelers card with Intellibank.

utterance: Yes, yes.

utterance: OK, you lost that. Oh no. OK well, I can help you with that. What is your first and last name? Let's get started with that.

utterance: Yes.

utterance: Alright the first name is Phillip.

utterance: OK.

utterance: And the last name is Hanson.

utterance: Hanson. Is it H A N S O N?

utterance: Yes.

utterance: OK, perfect. And what's your date of birth Mr. Hanson?

utterance: It's oh six.

utterance: Uh-huh.

utterance: Two one.

utterance: Un huh.

utterance: Nineteen eighty-six.

utterance: OK and.

utterance: Now will I be able to get this like ASAP a a a new one? Because like I'm here in Atlantic City.

utterance: Oh.

utterance: Yes.

utterance: Oh OK well, actually I'm gonna have to cancel the card.

utterance: OK.

utterance: And then I'm going to send you out a new card but unfortunately it take about five to seven business days to get a new card. What you can do you say you're in Atlantic City?

utterance: Yeah.

utterance: OK. Well, there are several branches of Intellibank in Atlantic City so I can give you the address and then you can just go, obviously you probably have your license on you.

utterance: And so what's?

utterance: OK.

utterance: Yes.

utterance: So you can just go to a branch actually and just take out money, the old fashion way.

utterance: OK. So it's not gonna slow down my progress of gambling and and and fun in the sun.

utterance: No it won't, we'll get to that but let me just get all your information so I can cancel this card and I wanna make sure no one made any charges on the card.

utterance: OK.

utterance: I know you said you lost it but if somebody found it and like used it that would be really bad.

utterance: Yeah, with my luck the~

utterance: Ten to one they probably took my card took my money went gambling and won.

utterance: OK well OK so let's slow down so the next question I need to ask you is your security question which is, what is your mother's maiden name?

utterance: Oh it's Dilornzo.

utterance: How do you spell that?

utterance: D I L O R N Z O.

utterance: OK.

utterance: Mhm.

utterance: N Z O?

utterance: OK perfect. OK and what was the last charge that you had on that card? Do you recall?

utterance: It was probably

utterance: Was it yesterday?

utterance: It.

utterance: Was yeah it was definitely yesterday. It was probably

utterance: OK.

utterance: Would it.

utterance: One of the restaurant, the the restaurant in the.

utterance: OK is it was it the Oak Grove?

utterance: In the Sands. In the Sands Casino. Yeah.

utterance: That's not.

utterance: Yeah, OK. The last thing I see on here is the Oak Grove in the Sands Hotel.

utterance: Mhm.

utterance: OK perfect so no one has used it since then so I'm gonna go ahead with your permission and cancel this card.

utterance: OK please.

utterance: OK. OK let me go in OK so that is canceled. So what is your mailing address? I'm gonna mail you out a new card. As I said it takes about five to seven business days to get the card and you'll have there'll be like a phone number on the card you'll it take you through the prompts, you'll set up a new card, a new pin number. You'll get a pin number separately first and then the card. You'll use that pin number to access but you can also you can always change it to the pin number that you like.

utterance: OK.

utterance: So what is your address?

utterance: Alright it's two seventy-six.

utterance: Hampden H A M.

utterance: P.

utterance: D E N. Road.

utterance: OK.

utterance: And that's Upper Darby.

utterance: OK.

utterance: Pennsylvania.

utterance: One nine oh eight two.

utterance: OK so do you need the address of the branch that is near you, are you at the Sands Hotel?

utterance: We are that's where we're staying.

utterance: OK let me just look so the Sands Hotel in Atlantic City. OK so the closest one is really close. It's like I'm looking at the map right now like if you just walk behind the boardwalk if you go, are you ready, do you want to write this down? I'll give you the address.

utterance: I'll be OK. I'll be OK. I'll be. Yeah. I'll be able. Yeah.

utterance: You think you can remember this? OK. So

utterance: It's thirty. I'm sorry, excuse me. Thirty-five twenty-three Paramore Avenue. and it's basically like a half a a half a block.

utterance: OK. OK.

utterance: I saw the street signs for

utterance: Oh. OK. So you saw.

utterance: OK so it's a half a block and you'll see like an Intellibank.

utterance: OK.

utterance: There's like a really nice actually our Intellibank bank in Atlantic City kind of mimics it's kind of the fanciest one that we have.

utterance: I wonder if they have slot machines in the bank?

utterance: We do have fake ones and there's like free coffee. So we're open at seven a.m..

utterance: OK.

utterance: Tomorrow morning tonight we're open until six p.m. if you need to get over there tonight. So OK so that so your new card will be out to you like I said in five to seven business days. And I'm so sorry this happened to you especially that you're in the middle of having fun in Atlantic City but no worries we got your back. And is there anything else I can help you with?

utterance: I guess real quick just a simple question like.

utterance: Yeah.

utterance: Yeah.

utterance: once I I realized this had happened last night have been easier if I did online banking would I have go online and cancel this right away or.

utterance: Mhm.

utterance: No in a situation like this you would have to call us anyway.

utterance: OK.

utterance: But I do suggest online banking because it's so convenient especially if you want to transfer funds from your savings to checking. You can wire transfer, it's it's really convenient. I can I can go ahead and just like email you all the information about it.

utterance: OK.

utterance: If you want.

utterance: Please.

utterance: What is your email?

utterance: It's Phil Hanson.

utterance: OK.

utterance: At G mail dot com.

utterance: OK perfect. OK mister Hanson so I sent that over and if you have any other questions you can always call us back. Can I do anything else for you?

utterance: You've done it all thank you so much and come to Atlantic City and play some slots.

utterance: Right now?

utterance: OK, win big Mr. Hanson.

utterance: Thank you so much.

utterance: All right, take

utterance: Care. Bye bye.

utterance: Bye.


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

utterance: yes I'm calling to check to check on my savings account.

utterance: All right so you want to check the balance on your savings account?

utterance: Yes.

utterance: All right I need to ask you a few questions to verify your account information.

utterance: Oh.

utterance: could I have your first and last name and date of birth?

utterance: Yes my name is Peter Johnson. and my and my birthday is twelve twenty-four nineteen sixty-five.

utterance: All right and that is Peter Johnson date of birth twelve twenty-four nineteen sixty-five?

utterance: Yes.

utterance: All right.

utterance: Could I have your driver's license number please?

utterance: yes. Just a minute. It's OK six one nine five two four nine six eight.

utterance: All right that number is six one nine five two four nine six eight?

utterance: Yes.

utterance: All right could you verify your current address with me please?

utterance: I have I have a old one and a new one I don't know which one you have on account. my old one is let's see. twenty-three fifty-two Maxwell street. And my new one is twenty-eight forty-two Park Place.

utterance: All right Mister Johnson we have the twenty-eight forty-two Park Place on file.

utterance: OK.

utterance: OK. and what was that ZIP code?

utterance: ZIP code zero six zero four zero.

utterance: All right that is correct Mister Johnson. All right and you said you wanted which account did you want to check?

utterance: the checking please.

utterance: OK so you want to check the balance on your checking account.

utterance: Yes.

utterance: All right could I have that account number please?

utterance: my checking account number is five eight six zero two four three seven seven three.

utterance: That was five eight six zero two four three seven seven two?

utterance: Seven seven yeah seven seven two. How about that?

utterance: Oh.

utterance: All right. Your current balance is one thousand five hundred and sixty-three dollars.

utterance: OK.

utterance: did you need to know any information about current transactions or.

utterance: Yes I wanted to know about a new savings account.

utterance: did you want to open a new savings account?

utterance: Yes.

utterance: OK just give me one moment. you currently have a savings on file. Did you want to open an additional account?

utterance: Yes I wanted to open another one.

utterance: All right let me process this information right quick. It'll just take a moment.

utterance: All right thank you.

utterance: OK Mister Johnson you will be getting some more information in the mail about this new account. did you want to set up a transfer to set up funds in this account?

utterance: yes. How do I go about that?

utterance: OK I can do that right here. your new account number is five one four three three six six oh one five.

utterance: OK.

utterance: And you'll be getting some information in the mail. I'm also going to give you a transaction code. which account would you like to transfer funds and what is the amount of the transfer?

utterance: Yes my savings. I don't know how much I have in there at the time.

utterance: OK let me look that up for you right quick. what was the savings account number?

utterance: eight six zero nine five one four four one.

utterance: OK that was five eight six zero nine five one four four one?

utterance: Yes.

utterance: OK let me check that account for you.

utterance: All right Mister Johnson your current savings account balance is five oh nine.

utterance: OK.

utterance: So how much would you like to transfer to this new account?

utterance: A hundred and fifty.

utterance: OK. You would like to transfer a hundred and fifty from account number five eight six zero nine five one four four one to your new account five one four three three six six oh one one?

utterance: Correct.

utterance: All right let me just get let me just do that for you right quick and then I'll give you your transaction code.

utterance: All right Mister Johnson your transaction code is zero seven five five D six three eight nine A.

utterance: OK I got that.

utterance: All right so as I told you before you'll be getting a little information in the mail about your new account. once you get into that information you can all. It'll also be set up online for you with your other account information. If you want to check it you can go through there. Or you can call up and give us another call back.

utterance: All right.

utterance: OK is that will that be all for you today sir?

utterance: Yes ma'am that's it.

utterance: All right thank you Mister Johnson for for your time and patience. My name is Amy and enjoy the rest of your day.

utterance: Thank you. You too.

utterance: bye.


utterance: Thank you for calling Intellibank. My name is Michelle. Can I start by getting your first and last name please?

utterance: Yes my name is Amelia Jones.

utterance: Thank you Amelia, and let me go ahead and just get your account information pulled up here so that I can take a look at that while you tell me what the reason for your call. can I have you verify your date of birth please?

utterance: It's six twenty-seven of seventy.

utterance: OK perfect. And can you also confirm your driver's license number for me?

utterance: six one six four six oh oh.

utterance: OK perfect. And it looks like you have a security question here. Can you confirm your mothers maiden name please?

utterance: It's

utterance: Smith.

utterance: All right. Excellent, thank you. so how is it that I can help you today?

utterance: So I really want to dispute a charge that is on my card. I called earlier to see monies had been credited back to my account for a purchase that I made and returned, but it hasn't been credited. and it was purchase that I made on eBay and I I sent the item back to the seller, but they have not returned my funds and I know that they have received it because I got return. Like a return postage on it so that I know that they got the item back already.

utterance: Oh OK yeah. Well we definitely want to take a look at that. let me just grab a couple more pieces of information from you so that I can check on the status of that for you on our end here. what is the account number that is the payment came out of?

utterance: So do you mean my card number? Or?

utterance: Yeah if you paid with your credit card or debit card, or your bank account number. Whichever one you paid with.

utterance: hold on a minute. I thought I had it, but let me let me find it. Let me go get it, hold on just one moment.

utterance: Sure.

utterance: OK. looks like that card number is four two three two one two five four five six seven eight one zero zero one. actually nope. I think I gave you Oh let me read that to you one more time I think I gave you the. I think I gave you a wrong number in there. It's.

utterance: Yeah.

utterance: Four two three two one two three four five six seven eight one zero zero one.

utterance: One zero zero one?

utterance: Mhm.

utterance: OK perfect. Let me get that pulled up here. And what was the exact date that you disputed the transaction with eBay?

utterance: I disputed it let's see, on September first. this year, twenty twenty-one.

utterance: OK and what was the date that you had first made the transaction?

utterance: So I made it let me look here. Let me see if I wrote it down. I made it just a couple days prior, so it looks like August twenty-eighth.

utterance: August twenty-eighth. OK, and the exact dollar amount of that transaction?

utterance: Mhm.

utterance: It was for

utterance: for it was for five hundred dollars.

utterance: Oh, that's a good amount of money.

utterance: Yeah that's why. I don't I don't know why they won't send me my money back.

utterance: Yes. Well that's definitely something that we want to be taking a look at here. So it looks like. I don't see anything on our end that would indicate that they have started a return or a refund of your money yet. if I could ask the transaction was for a purchase, it wasn't for like a subscription or a membership fee? Is that?

utterance: Mhm.

utterance: Mhm.

utterance: No. I so. What it is is I went to buy my husband a Superbowl Seahawks jersey. and when I got it, it had a big hole in it, and they didn't let me know that it had a big hole in it when I got it. So I just wanted to send it back and see if I can't find one that's in better shape.

utterance: OK well that definitely makes perfect sense. So let me just confirm that I have all of the correct information here. this is for a five hundred dollar transaction with eBay that you have disputed but have not yet received the funds for. is that all sound correct so far?

utterance: That's correct.

utterance: Yeah OK, and is it coming out of your account ending in one zero zero one?

utterance: That's it.

utterance: Yes.

utterance: OK perfect. All right, so because we don't see the transaction being refunded here at all the next step would be to contact eBay's customer service again. we can also lock your card. But then I would be afraid they wouldn't be able to return the funds to it. if you're you're not afraid that they're gonna try another transaction though. Correct?

utterance: I don't think so, no.

utterance: OK.

utterance: OK so yeah. Unfortunately there's not a whole lot that I can do here at this point because eBay does need to initiate that first.

utterance: OK.

utterance: I can go ahead and start a a ticket for you so that once thirty days have passed, since you disputed it, then we can go ahead and get involved at that point.

utterance: OK, that sounds good.

utterance: OK. I'm sorry that I wasn't able to help you more here, but did you have any other questions today?

utterance: no. That'll. That will be good. so I will just try. . Wait to hear from eBay and see if they're able to get my funds back from this person.

utterance: Correct. And then at thirty days if you need to call us back then please go ahead and do that and this ticket will be noted on your account. Would you like the transaction number for that? OK. It is three two A seven four four nine.

utterance: OK.

utterance: Sure.

utterance: OK. All right, I have got that down and I will see what eBay comes up with.

utterance: OK great. Well I do appreciate you calling Intellibank today. Have a great rest of your evening.

utterance: You too, thanks.

utterance: Bye bye.

utterance: Bye bye.


utterance: Hello. This is Intellibank, agent Jessica speaking. What would you like assistance with?

utterance: Hi. I saw in one of your online advertisements that you guys help people with making personal payments. Can you tell me more about it?

utterance: Yes. I can. I believe that you'd like to make a wire transfer towards a family member, right?

utterance: Actually. Yes. That's what I would like.

utterance: Wonderful! What is your first and last name?

utterance: My first name's Melanie and my last name's Gonzalez. I'm named after a lovely singer called Melanie Gonzalez. She uses theme lace adorned clothes in almost all of her music videos.

utterance: Wow! She sounds like a creative and beautiful singer.

utterance: Yes. She is.

utterance: What is your date of birth Melanie?

utterance: My My birthday is December the twenty-six nineteen eighty. Oh just to save time here is the other information. My birthplace is San Francisco and the ZIP code is nine four one zero five.

utterance: I appreciate the sentiment, but sadly I only need the birthdate. Are you still there?

utterance: Yes. Oh OK. My mistake then.

utterance: It's no trouble. I'll be asking you for an authenticating ID number. What is your sixteen digit credit card number?

utterance: I have dug into my pant pockets. And I cannot find my card. Can you give me a few seconds to check elsewhere please?

utterance: Certainly. Take your time.

utterance: I found my credit card. The credit card number is three nine four seven six nine three zero three four three five four seven eight eight.

utterance: OK. I got it. I'll be asking you one of your security questions. What is your best memory as a kid?

utterance: My best memory could be two words. Eating McDonald's and in all lower case letters.

utterance: That's the correct answer. What is the bank account number you wish for money to be withdrawn from?

utterance: The bank account is nine five seven five nine four seven four five three.

utterance: What is the dollar amount of the relevant transaction? Do you need some more time in order to think about it?

utterance: Yes I would like more time to think about it.

utterance: OK. I'll give you a few more minutes then. Let me know when you're ready.

utterance: It is one hundred dollars.

utterance: Is the recipient in the same country or in a different country?

utterance: They are in Thailand. So It is a different country.

utterance: What is the deposit routing number for the account that will receive the funds?

utterance: The deposit routing number is four zero five six eight three seven six eight.

utterance: What is the bank account number of the account you wish to use for the deposit?

utterance: The bank account number is seven five seven three five six two.

utterance: OK. The wire transfer should take two to three business days for it to go through.

utterance: I have some questions. Is there a fee I have to pay for international wire transfers? And if there is a fee, how much is it?

utterance: The fee is relatively small since it's just one percent.

utterance: I see. OK. I can not wait to use my new traveling card to go to Thailand.

utterance: Melanie. It's called a traveler's card.

utterance: Oh. Thanks for correcting me. I wasn't aware. I was saying it wrong for such a long time.

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

utterance: No that's all. Thank you. Have a nice day.

utterance: Thank you. You too Melanie.


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

utterance: Yes, I need to update my phone number and also is there another way I can update my phone number?

utterance: OK, I can help you with that. Let's get some of your information pulled up here. Can I have your first and last name please?

utterance: Sure, Sunni. S U N N I. Bean. B E A N.

utterance: Thank you. And your address?

utterance: Eighteen forty-two Woodsline Street, apartment H two. Fairborn Ohio, four five three two four.

utterance: Great, and your phone number?

utterance: Nine three seven, four six three, three three eight zero.

utterance: Thank you, and your date of birth?

utterance: Six thirty eighty-one.

utterance: Thank you. I also need to have your social security number.

utterance: Five two two six five eight seven nine eight.

utterance: Thank you, and do you have your authenticating ID?

utterance: I do. I have that.

utterance: OK, do you have your security question?

utterance: I don't know what that is.

utterance: OK. Give me just a moment here. Are you sure you don't have that information written down somewhere?

utterance: Yeah, I can't find it.

utterance: OK. Unfortunately when you call over the phone, if you don't have the answers to those questions, there's not much I can do to help because I can't verify your identity.

utterance: OK.

utterance: Would you like me to tell you other ways that you can update your phone number?

utterance: Yes, and also how I can change my address too.

utterance: Oh, OK. So, do you have access to our online banking?

utterance: Yes, I do.

utterance: OK. That's good, so if you go into online banking, you can go into the tab on the top that says profile. And you'll click that, and that'll give you the option to change anything you need. Your phone number, your address, your email address. You'll update it there, and click the update button.

utterance: OK.

utterance: How's that sound?

utterance: Sounds good.

utterance: I'm sorry that I'm not able to do it over the phone for you. Would you like me to maybe put in a request to update your security question and your authenticating ID?

utterance: Yes.

utterance: OK. So what will happen is, we'll send you a letter in the mail, with a pin number on it. And you'll call back and give us that PIN number. And then we can reset that over the phone.

utterance: OK.

utterance: That that will make it easier next time you try to call in.

utterance: OK.

utterance: I think you can also go into the security tab in the online banking. And maybe update it there. I believe that you can but I'm not a hundred percent sure.

utterance: Wouldn't I need my old one to update it though?

utterance: No, you just need your login information for online banking.

utterance: OK.

utterance: OK.

utterance: Is there any way I can get my account balance?

utterance: Unfortunately Ms. Bean I can't do anything with your account today.

utterance: That's ridiculous.

utterance: I'm sorry, I know that's frustrating for you.

utterance: Did you move or is there a reason you wanted to update your I your phone number and address?

utterance: No, I changed my phone number, and I wanted to make sure my address is correct because I didn't move.

utterance: OK. Do you have access to online banking now, like on a computer where I can hold on, while you can load that up?

utterance: Yes I do.

utterance: OK, are you willing to do that?

utterance: Sure.

utterance: OK. Well I'll hold on while you load up online banking.

utterance: OK, it'll be just a minute.

utterance: Sure, take your time.

utterance: Oh, it said my password was wrong.

utterance: oh. Yeah, and in order to change your password you have to have your security question and your ID, your authenticating ID.

utterance: This is ridiculous.

utterance: Why don't you try logging in one more time and maybe you have your capslock on? Your keyboard, sometimes people do that and that will make it come back. Incorrect.

utterance: All right hold on one second.

utterance: Sure.

utterance: OK I got it.

utterance: Oh you were able to log in?

utterance: Yes.

utterance: OK great. So why don't you go to the profile tab. Do you see where it'll will let you update your address, phone number? Email address? OK. And go ahead and click on the security tab.

utterance: OK.

utterance: Do you see where it will give you the option to update your authenticating ID and your security number?

utterance: Yes I do.

utterance: Good, OK. So I will let you work on that and if you have any trouble wait until you get that letter in the mail with the pin number like I said and then you can call back and I can do it over the phone for you.

utterance: OK.

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

utterance: No I guess not.

utterance: All right, well thank you for calling.

utterance: Thank you.

utterance: You're welcome, bye bye.

utterance: Bye.


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

utterance: Hi Rose my name is Kim and I am calling to check my account balance please.

utterance: Sure I can certainly help you with that. Just have to ask you a few questions so that I can get into your account. I know you said your first name is Kim, and what is your last name?

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

utterance: Thank you Miss Johns, and I need your date of birth?

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

utterance: Thank you so much and your security question is what is your mother's maiden name?

utterance: her name her maiden name is Murphy.

utterance: Thank you so much, and the type of bank account that you need me to check?

utterance: that's my checking account.

utterance: All right. And can you please give me your checking account number.

utterance: sure, let me see here.

utterance: Actually I think I might have left it downstairs in my purse. can you hold on for one moment for me Rose?

utterance: I certainly can. Take your time.

utterance: Thank you.

utterance: OK I I can't find my account number. I, I swear I just had it I'm so irritated. I have been a customer with you guys for a long time I'm you know I don't know why we always have to go through all this information. Is there anything else that we could you know look up to potentially look at my, my account balance? I really need it.

utterance: I certainly understand your frustration Miss Johns. The reason we have to ask these questions every time you call in is to safeguard your account and protect your identity and also protect against fraud. You you wouldn't even know how many people call in with fake information trying to steal from people but, either way I completely understand and we do have a work around. If you could just provide me with your social security number?

utterance: yes that's one seven three seven three nine five zero two.

utterance: Oh, thank you so much. This is perfect. I can. I got your account up right now. OK so we were checking your balance. Your balance is six hundred dollars and twenty seven cents.

utterance: OK. OK thank you.

utterance: Miss Johns I just wanted to ask you if you would like any further information about online banking so that you can check check your account in the future a lot easier? A lot more easily? Excuse me.

utterance: Sure. Yeah that sounds good, thank you.

utterance: OK so, what you would need to do is go to WWW dot Intellibank dot com. And at the top right hand side of the corner of the page there is a little hamburger menu. You click on that and click on bank balance and you just type in your account number, your PIN and it will pull up your balance right away. Real simple. And then you won't have to go through the frustration of having to call in and remember your number and all of those things in the future.

utterance: Oh OK.

utterance: OK thank you so much I really do appreciate your help.

utterance: You are very welcome. And is there any other accounts that I can check for you? Do you need anything else today?

utterance: no I think you've taken care of everything. Thank you so much for your help I really appreciate it.

utterance: All right you're very welcome Miss Johns and as a part of our Intellibank family we'd like to let you know that we're very happy with your loyalty and your business and appreciate you taking the time to bank with us. And I hope that you have a wonderful rest of your day today.

utterance: Thank you too.

utterance: All right you have a good weekend.

utterance: Bye bye.

utterance: Bye.

utterance: This is on average. It should be between.


utterance: Good evening. Thank you for calling Intel banking help hotline. How may I help you?

utterance: yeah hi, good evening. I was interested in doing a wire transfer. Can you assist me with that tonight?

utterance: Sure not a problem. I'd be gladly able to assist you. In order to begin may I please have your first and last name?

utterance: sure, my name is Sharon Stone.

utterance: OK Mrs. Stone. Wonderful. May I please have your date of birth?

utterance: sure it's zero one zero one nineteen sixty-five.

utterance: Thank you so much Mrs. Stone. Now in order to continue with the wire transfer, can you please verify the last four digits of your social?

utterance: sure that won't be a problem. That's forty-five forty-five.

utterance: Thank you so much for verifying that for me Mrs. Stone. And for security purposes can you please state your mother's maiden name?

utterance: yeah that was Smith.

utterance: OK thank you so much for verifying that Mrs. Stone. In order to complete your wire transfer, I will need your withdraw bank account number. Do you have that available?

utterance: can you just give me one brief moment? I have to grab that out of my purse.

utterance: Sure not a problem Mrs. Stone. Whenever you're ready.

utterance: Thank you so much. OK I'm ready.

utterance: OK go ahead.

utterance: The account number is for the withdraw bank account is eight nine zero zero zero one.

utterance: Thank you so much, Mrs. Stone. And how much money are you looking to transfer over?

utterance: I would like to do one thousand dollars, please.

utterance: Not a problem Mrs. Stone. Will this be considered a domestic or international transfer?

utterance: This will be a domestic transfer please.

utterance: OK not a problem. May I please have the deposit routing number?

utterance: sure not a problem. It's one one two seven four zero two five five.

utterance: Wonderful, wonderful. May I please also have the deposit account number?

utterance: sure, not a problem. That's two three one four one two three four five zero one.

utterance: Thank you so much, Mrs. Stone for providing that information. Just give me one brief moment as I calculate this and put this in our system.

utterance: Not a problem. I'll be waiting.

utterance: Thank you Mrs. Stone, for your patience. I was able to verify that information and got you ready to go with your wire transfer. There's anything else you need help with today?

utterance: yeah I was interested in doing setting up for the online banking. How does that work?

utterance: Well, simply just go on to our website. Intellibanking dot com. Once that populates, you will see a username and password. You will create your own username your own password. There may be some curity security questions you will have to answer. Put that into the system. And then once you do that, and you verify information that is needed from the website, you will be able to access your account. You can also do wire transfers from using that website. You can also check your transactions. And things of that nature.

utterance: Oh that's just wonderful wonderful wonderful. I'm so glad y'all have that offer. Do y'all offer any sort of credit cards?

utterance: Yes, we sure do, Mrs. Stone. And we offer cash backs and rewards systems as well. If you go on that website it'll detail everything and break everything down for you to see exactly what you're looking for and work what's best for your family.

utterance: Oh that's just wonderful, thank you so much for explaining that for me. can you by chance is there a local branch that has twenty-four hour ATM services near my home?

utterance: I can look that up for you Mrs. Stone, if you give me your address.

utterance: sure not a problem. It's nine oh four Avenue Way and that's in West Palm Beach, Florida.

utterance: OK Mrs. Stone. I was able to find two local branches' that have twenty-four hour ATMs. There's a drive-thru ATM, and there's a one convenient ATM inside our branch. You are able to access those ATMs twenty-four hours.

utterance: Oh that's just wonderful wonderful wonderful, great great great. I'm so glad that you all have that as well. I was going to ask you another question but it slipped my mind, once again.

utterance: not a problem Mrs. Stone. Not a problem at all.

utterance: Oh yeah that was it Can you also verify the store hours or the branch hours as well?

utterance: Sure, not a problem Mrs. Stone. That branch at that address is open from Monday through Friday from eight a.m. to five p.m.. Saturday and Sunday they're open from twelve p.m. to five p.m..

utterance: Oh, that's just great. Cuz it's not too far from my home so I can take care of all my banking needs, if necessary.

utterance: Yep that's correct Mrs. Stone. Whenever you need help, just go ahead and visit your local branch and I'm sure they'll be able to assist you.

utterance: Oh that's just wonderful. Thank you so much. I appreciate your time and all your efforts.

utterance: And not a problem, Mrs. Stone. Do you have any other questions?

utterance: no other questions, darling. Thank you so much for your time.

utterance: Not a problem, Mrs. Stone. You have a great evening.

utterance: You do the same.

utterance: Thank you for banking with Intellibanking, have a great evening.

utterance: You do the same, darling.

utterance: Thank you so much. Bye bye.


utterance: Hi! Thank you for calling Intellibank, how may I help you today?

utterance: Hi! I'm and I was requesting if I could get some help in a wire transfer.

utterance: All right, no problem, Charlene. lemme ask you a couple of security questions. First of, what is your name and date of birth, please?

utterance: My name is Charlene Peterson and my date of birth is twenty-ninth December, nineteen ninety.

utterance: All right, and also, what is your account number?

utterance: OK. My account number is three five four six six eight seven nine two four.

utterance: All right, thank you for that. I'm going to ask you also a security question. So what is your mother's maiden name?

utterance: Her maiden name is Taylor.

utterance: OK, thank you Charlene for that. So so what is the amount of the wire that you're trying to transfer?

utterance: Eight hundred dollars.

utterance: OK. Eight hundred dollars. And could I get the pink account number that you're trying to withdraw this amount from?

utterance: It's my account number?

utterance: Yes.

utterance: Yeah. Three five four six six eight seven nine two four.

utterance: All right, thank you for that. So what type of transfer will this be? Will this be domestic or international?

utterance: It will be domestic.

utterance: Domestic, OK.

utterance: So now, I will need the information for the recipient. So first, I will ask you for the deposit routing number.

utterance: OK. Eight six seven five five four

utterance: Three three.

utterance: there should be an extra number.

utterance: Oh! Four.

utterance: Four. OK, so lemme repeat that back. Eight six seven five five four three three four.

utterance: Yes.

utterance: OK, and can I also get the deposit account number account number?

utterance: OK. one nine five five nine one two nine.

utterance: All right. So that is one nine five five nine one two nine, correct?

utterance: Yes, correct.

utterance: OK. So I see your account balance is right now five thousand two hundred and you will be making the wire for eight hundred dollars, is that correct?

utterance: Yes, that's correct.

utterance: OK, would what are your questions for this transfer?

utterance: first of all, how much will will I be charged for such an amount? As in, what what are the rates?

utterance: Sure. So the rates for a domestic wire transfer will be free. However, the international fee is five dollars for each transfer.

utterance: And how long will the transaction take?

utterance: So for domestic transfer, it takes usually in one to two business days and for international, it's three to four business days.

utterance: And do I get a notification once it once the transaction is completed?

utterance: So I will complete the transaction right now over the phone and I'll will verbally confirm with you the transaction and you will also receive an email confirmation.

utterance: Oh! OK. With all the details?

utterance: Yes, it'll have all the details for the account numbers and the amounts and the dates.

utterance: Oh! OK.

utterance: OK. And so, while I am transferring the wire right now, it'll take about a couple seconds. See. All right. Great, so it's just been transferred. you should receive the email in about ten minutes, it does take sometime to to send out. So the recipient will receive this in one to two business days since it is a domestic transfer? and you'll also receive a confirmation once the wire has been received. So look out for that in about two days. So would you like anymore information about online banking or do you have any other questions for me?

utterance: No, are the those are the questions I have for today.

utterance: All right, thank you. It's great talking to you Charlene, have a great day.

utterance: Thank you, you too.


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

utterance: yes I actually need to report my card stolen.

utterance: Oh. Yes sir. I can help you out with that. Can I get your name please?

utterance: Yes. It's James Frank.

utterance: OK. Mr. Frank let me get your account pulled up here. do you happen to know your card number or can I get the last four of your social security number?

utterance: yes. I have the last four of my social security number. It is six six six six.

utterance: OK. Six six six six OK, and which card is it that you are reporting stolen?

utterance: it is my credit card.

utterance: All right. OK. Sir can let me place you on a brief hold while I get this set up for you OK?

utterance: Sure no problem.

utterance: OK. Hang on one second.

utterance: Thank you for holding Mr. Frank I was putting in your information, your social security number, and that did not come up.

utterance: Oh. I'm sorry I gave you the last four of the card number. My social is five two one two.

utterance: OK. That came up.

utterance: How are you doing today?

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

utterance: well I was better when I didn't have my credit card stolen.

utterance: Yes sir. I am sure that is absolutely terrible but we will get you taken care of here today. OK?

utterance: Yes. Thank you.

utterance: OK sir. So I have turned your credit card off ending in six six six six. would you like me to have another card sent out to you?

utterance: yes please.

utterance: OK. Give me one second and I will get that set up for you.

utterance: while I have you on the phone, if I wanted to set up another account how would I go about doing that?

utterance: Yes sir. What kind of account were you thinking of setting up?

utterance: I was thinking of setting up a savings account.

utterance: OK. Yeah so I can actually set that up for you today, if you have the time.

utterance: I actually don't have the time today, but I just kind of wanted to know what it was I needed to do.

utterance: Yes sir. so you can do it a couple of different ways. You can call back when you are available and we can set it up over the phone you can also set up a savings account online by going to our website. you would just once you log in you will go to the top where it says open new account, and then it would take you through the process of getting that set up. And then from there once it's open you could transfer money from your checking account into that account or you can set up for a direct deposit to go into the account, but once it's set up online it's ready to go and then the third option is, you could go into one of our physical locations and set up your account that way.

utterance: OK. I would actually like to go to one of the physical locations, can you tell me what location is closest to my residence?

utterance: yes I can. I will get that address for you here in one second.

utterance: OK. So I have set up for your card to be mailed out to five five five Linden Avenue Philadelphia Pennsylvania zero zero zero zero zero. Is that the correct address sir?

utterance: yes sir it is. I mean yes ma'am it is sorry.

utterance: No problem sir. OK so we have that set up now. I will look up the address that is closest to where you live.

utterance: OK. Mr. Frank it looks like the closest location for you is going to be on Sixth Street the address is, one zero zero seven, Sixth Street, Philadelphia Pennsylvania zero zero zero zero zero. and that is showing to be about three point two miles from where you live.

utterance: OK. Thank you great. I will go there to set up my savings account.

utterance: Perfect. well Mr. Frank is there anything else that I can do for you today?

utterance: no. That would be it.

utterance: All right. Well thank you so much for calling Intellibank. You have a great rest of your day. OK?

utterance: You too.

utterance: Thank you. Bye bye.


utterance: Good morning and thank you for calling Intellibank. How can I help you today?

utterance: yes, I'm calling about a memo I received in the mail about a account I have with your bank that I haven't used in a very long time. And they're telling me that if I don't use it or if it stays inactive I'm gonna be charged some fees. Can you help me with that?

utterance: absolutely. what account are you referencing?

utterance: it's it's account. It's a savings account. It's four four eight five nine nine five nine four four two five nine seven four three.

utterance: OK. Just give me one second to pull up this account on my computer. hang with me for one second, please.

utterance: sure, no problem. I'm actually on a long break right now so I have. I'm in no rush. How's your day going?

utterance: thank you for asking. It's going pretty good so far. We haven't gotten busy yet so, I have plenty of time as well. One second, let me look through here. OK. Looks like we found the account. before we proceed, can I have a few more pieces of information just to verify you are the account holder. what is your full name, please?

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

utterance: OK. Mrs. Dunning or Ms. Dunning, may I please have your date of birth?

utterance: Yes it's oh eight oh seven nineteen eighty.

utterance: OK. And just one more final piece of information. may I please have your Driver's License number?

utterance: hold on a second. Let me look in my purse. You know what, I'm not sure if I have my Driver's License number on me, because I don't think I have my Driver's License with me right now. I can't find it. I don't know if I left it at home. shoot! I don't have it.

utterance: OK. That's no problem. Let me look here. it looks like on your account, you have a few safety measures in place. let me see. You have some security questions. I see two on here for you. you wanna go ahead and do it like that?

utterance: yeah cuz I don't have my Driver's License. So, I'm not gonna be able to find that number. So, go ahead and what are the questions? Let me see if I remember them.

utterance: OK. The first one is, what is your mother's maiden name?

utterance: OK. I know that one. Martin. M A R T I N.

utterance: OK, great. The next one is, what was the name of your first pet?

utterance: OK. Whew! I know that one, too. it was Hazel. H A Z E L.

utterance: OK. Wonderful Mrs. Dunning. that that was the correct answer so, now I'm into your account. I see the account you're talking about. It has been inactive for a very long time. the policy is if it stays inactive for this long, you you do get charged these fees. It's just how it is. So, if you're not using it, would you just wanna go ahead and and close it out? Or you could start using it and that would negate the fees in the future.

utterance: Well I already have another account that I use on a regular basis, and this one I just opened up, I don't even know why, a long time ago. And I don't even use it, so I think I'm just gonna go ahead and close it. And how much money do I have in that account? The inactive one.

utterance: OK. It looks like in that account you have, one second, you have forty-two dollars.

utterance: OK. Can we close that account and just transfer the money over to my active account?

utterance: Absolutely. just so we're clear, can you please provide me the name, or the account number for the account that you wanna transfer the money over to?

utterance: Mm. Yes. Just a second, I have that in my purse, for sure. give me one second. OK. It's the account that I use that I wanna transfer the money to is zero seven seven six eight two five.

utterance: OK, perfect. That is the account number to the one that you have the most activity to.


utterance: Hi! Thank you for calling Intellibank my name is Amanda. How can I help you today?

utterance: Yeah. I'm looking to find an Intellibank branch.

utterance: let's see. Do you mean Intellibank? I'm sorry we just have a sister location that's like Interbank. It's really close. OK let's see. so you're looking to find a branch. Do you have an account with us?

utterance: Yeah I do.

utterance: Yes.

utterance: Is. . is there any sort of other business that you'd like to conduct with your account or are you just looking for a branch?

utterance: Yeah. Well.

utterance: I got this email saying there was some information that I should look into I'm not really sure what it's saying though. So I just wanted to talk to someone in person about it.

utterance: Oh OK. we just recently sent out an email asking people to update and change their security questions because we're adding an extra two and also a two-factor authentication process. So you'll get a text message when you want to log into your online banking account. And we're just adding a similar security question. So would you like to update that now? Is is that helpful?

utterance: I'm a little confused. I I have to update my security?

utterance: I can walk you through it. So first I just need to verify your identity for safety what is your birth date?

utterance: OK.

utterance: my birth date is oh seven oh two nineteen eighty-five.

utterance: OK. and your code word?

utterance: my code word is giraffe.

utterance: OK and the last four digits of your social security?

utterance: last four, my. Hold on one second.

utterance: Yeah no worries.

utterance: OK OK OK it's seven six eight zero.

utterance: OK so I've got your identity verified. So what we're looking to do is just instead of having a code word We're doing. We're changing it to three security questions. So the first question will be. What is your mother's maiden name?

utterance: Mhm.

utterance: Oh OK. that's Johnson. Man this is gonna be harder than just just remembering giraffe!

utterance: It should be information that is just natural to you. So let's see what.

utterance: You ever.

utterance: Seen a giraffe? I went on a on this safari trip ten years ago. And you know you see pictures of them being all tall eating leaves and stuff and I gotta tell you. Seeing one in person it just really nails it in how how just long they are. Like you see one in person and that's just in your head forever so.

utterance: I actually stayed at for a couple nights at the Animal Kingdom Lodge in Disney World. and there were giraffes outside your window. They weren't joking and I was like your head is almost as big as my dog. You don't realize the scale. Like you know they're tall but you're. Until they're like right there and you feel like you can touch them and you're like wow. So. OK so. We are looking for. a. Oh right sorry we're still setting up your security questions. One moment. So we've got your mother's maiden name. what is the name of the hospital you were born in?

utterance: Oh, -huh.

utterance: I know.

utterance: Mhm.

utterance: Yeah. OK.

utterance: Mhm.

utterance: Ooh God. OK. oh oh. I actually know how to figure this out. One second.

utterance: Alternately we could do the city. Just the city like where it is. Yeah.

utterance: Oh the city is. No let's.

utterance: Just do the city. that's easier for me. Baltimore.

utterance: OK. All right so we've got mother's maiden name Johnson.

utterance: Mhm.

utterance: City that you were born Baltimore.

utterance: Mhm.

utterance: and the name of your first childhood pet.

utterance: I actually didn't have any pets growing up.

utterance: Oh OK. Let's see we have a couple of other options. what was the city that you've got your first apartment or house or place away from home in?

utterance: OK.

utterance: Oh OK. Yeah I got my first house in Little Rock.

utterance: OK so we'll just say well I'll make that your first house city and that's Little Rock.

utterance: Yup.

utterance: OK. So Johnson Baltimore and Little Rock. Awesome! So we've got those set. and then. I just wanna make sure that your phone number is up to date. Because if you log in on your online banking. you will it's it's Intellibank dot com slash login and if you do that you'll be asked the three questions and then you'll get a text message to your phone number with a little code. Or you can get a phone call. So I just want to make sure that your phone number is up to date.

utterance: Yep.

utterance: Mhm.

utterance: OK.

utterance: Mhm.

utterance: Oh yeah.

utterance: so let's see. Can you just give me that that current phone number?

utterance: Yup yup, it is three oh one five six eight two oh nine oh

utterance: Mhm.

utterance: Yup.

utterance: OK great so that's the one we have on file. and let me just check and make sure that there's nothing else we need to update.

utterance: OK.

utterance: OK so you're looking for a branch location? Thank you for going through the security update by the way. I know it. And I know it's a little long process. so where are you currently and then we can look on map and find you a good find you your nearest branch.

utterance: Mhm.

utterance: Yeah so right now I am in Saco Maine .

utterance: OK. that's funny. That's near where I grew up. OK so it looks like we have a branch office located inside the Hannaford. Do you know where that is or would you like me to pull up an address?

utterance: Oh.

utterance: Oh no no I know where that is.

utterance: OK great yeah. So we have that's that's full branch service. You can do everything except take out a loan there. So is there anything else that I can help you with today?

utterance: Great.

utterance: No that sounds good.

utterance: All right well thank you so much and have a great day.

utterance: Thank you bye.


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

utterance: Yes, I wanted to check on some loan rates I think.

utterance: OK, I can do that for you. Who am I speaking with today?

utterance: It's Jill Baker.

utterance: And do you prefer I call you Jill or Miss Baker?

utterance: It doesn't matter, Jill is fine.

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

utterance: Can you hold on just a second? I, I need to grab it. Give me one second, OK?

utterance: Alright, it's three four six, zero two, nine nine eight, and my social is nine one seven, nine zero, seven two six five.

utterance: OK, thank you for all that information, Jill. can I also get your date of birth?

utterance: It's March second of nineteen eighty.

utterance: Alright, and it looks like your account has a security question on it, Jill. Could you please tell me the city you were born in?

utterance: I was born in Gladstone.

utterance: OK, and you said you were wanting to apply for a loan. Is that a home loan, an auto loan, or a personal loan?

utterance: So I want to apply for an auto loan.

utterance: OK. And do you know approximately how much you were wanting to borrow?

utterance: I mean I haven't found a car yet, but I'm thinking I want to stay like around maybe sixteen thousand.

utterance: OK, so I'm gonna take down this information from you, and then what I'm gonna do is I'm gonna actually transfer you to a loan agent with Intellibank.

utterance: OK. I mean this was really something I was hoping I could do maybe in person or something.

utterance: OK, would you prefer to meet with a loan agent in person?

utterance: I mean, is that an option? I, I just don't want to get transferred around a bunch.

utterance: Yeah, I, of course. I can schedule you a meeting with a loan agent if you prefer to have a sit down meeting with someone.

utterance: Yeah, that'd be great, actually.

utterance: OK, do you have a home banking branch that you use?

utterance: No, I don't.

utterance: OK, so what I can do is, I can find a branch location close to you, if that works, and then try to schedule something with an, with an agent there.

utterance: Yeah, if you can find one close to my house, that'd be perfect.

utterance: Of course. Let me get your, let me confirm your address here. So is the address, two zero nine West Market street, for you? In Kansas City?

utterance: Yeah that's right. It's two zero nine.

utterance: OK. Let me look real quick and see what locations we have close to you. Give me just a moment, OK?

utterance: That's all right, take your time. are you having a good day?

utterance: I, I am, my day, my day has just started but so far it's been pretty good. How about yours?

utterance: Not too terrible, just looking to buy a car. I wrecked mine last Saturday.

utterance: Oh, my goodness! Are you OK?

utterance: Yeah, I'm fine. I mean, the, the car not so much. But. I got rear ended, and so it's pretty much totaled.

utterance: My goodness, I am so sorry to hear about that.

utterance: It's OK. I mean the other driver was insured, so I think it's mostly going to be covered. I've just got to get, to line up something new.

utterance: OK, Jill, well, I'm sorry to hear about that accident, but I did find a location for you. It looks like it's only about half a mile from your home. The address to that location is, seven six five eight Fort Road, that's seven six five eight Fort Road, F O R T road, in Kansas City. I'm I'm gonna put all the information you have shared into the notes of your account, so that way whenever you go down there and you meet with that agent, they have a base point to kinda learn, to know what their, what they need to help you with. do you have a specific time that would be good for you to meet with them?

utterance: actually, anything around two p.m. today would be great, if anybody have anything available. Does anyone have anything free then?

utterance: let me look. So it does look like Ashley Bryant, one of our loan agents, that she has an appointment open right at two p.m. if you can bring a valid ID, your pay stubs, and possibly your last your last tax return. That should be all that she needs, additionally, to help you if she needs anything else from you when you get there, she, she should be able to tell you about that, and you can either fax or scan that to her. it looks like I did, I was able to get you scheduled for two, so I have you scheduled for two today, and that's at seven six five I'm sorry. Seven six five eight Fort Road, Kansas City, Missouri. Was there anything else I could do for you today?

utterance: Yep. So while I'm there, will she be able to help me figure out the, the divider thing I get on my savings account too, while I'm there? I've been meaning to call and ask about it.

utterance: the divider thing?

utterance: yeah, you know what I'm talking about. Like the divider, the divider that you get on your savings account every, every year or so.

utterance: are you referring to the dividends that you get on your account?

utterance: Yes, oh my goodness, I'm sorry. Yes, that's it.

utterance: OK. Yeah, she should be able to help you with that. Or, or I may also, you may also be able to speak with one of our savings account representatives while you're there visiting today, and they can kinda run you through that and tell you. Are you just wanting to find out what, what the current status is of your dividends?

utterance: yeah, just kind of explain the current status of them and what the balance is in there. I know I get so many dividends a year.

utterance: Yeah, somebody there should definitely be able to help you. If you want to go a little bit before your two o'clock meeting, you can ask to speak to one of those savings account reps. And one of them should be able to walk you through it. Was there anything else I could do to help you today?

utterance: No, don't think so. I appreciate it. Thank you.

utterance: Alright Jill, well thank you for choosing Intellibank, and you have a great day.


utterance: Thank you for calling Intellibank Customer Service. This is Steven. How can I assist you?

utterance: yes. I just received my Intel savings account statement and I'm questioning the fee that's being charged each month. It looks like I'm being charged a five dollar fee and I just want to know what that's about.

utterance: Certainly and just to clarify is that your Intellibank savings account?

utterance: Yes. My Intellibank savings account.

utterance: All right. I can certainly help you figure that out. Can I get your first and last name please?

utterance: Dan Thomas. T H O M A S.

utterance: Thank you and your date of birth, please?

utterance: May twelfth nineteen sixty.

utterance: And the last four of your social.

utterance: Eight zero one one.

utterance: Thank you and then if you'll just answer your security question for me. What is the name of your first pet?

utterance: Rocky.

utterance: All right. Thank you, Mr. Thomas. I've got that information pulled up and can I go ahead and have you just verify your phone number, please.

utterance: Six six one two two one three zero five five.

utterance: All right, sir. I've got that verified. Now, you were calling about a five-dollar fee on your savings account. Is that correct?

utterance: Yes. I was just curious as to why I'm being charged a five-dollar fee on a savings account?

utterance: All right, sir. Let me just take a look at your account real quick. If you'll just bear with me a moment.

utterance: All right, sir. It looks like that five-dollar fee would be because your account has not had the required minimum balance month-over-month in it of five hundred dollars.

utterance: OK. Well in that case. I just want it. Can I just close my account then and and transfer the money to my checking account?

utterance: Yes, sir. We can certainly go ahead and do that. is there any particular reason why you're wanting to close your account today?

utterance: Well, if I'm paying a five-dollar fee each month and I'm only gaining maybe fifty cents a year off my savings account. Then it's certainly not worth it.

utterance: I understand that, sir. we can always set up an automatic deposit from your checking account. If you have a checking account with us.

utterance: that way we can. That would waive that five hundred dollar minimum balance.

utterance: No. Just want to go ahead and close it.

utterance: All right, sir. Well, I can certainly go ahead and do that for you.

utterance: do you have another account with us here at Intellibank or different accounts that you would like to transfer the remaining funds into?

utterance: I have a checking account with you.

utterance: All right, sir. Can I go ahead and get the number for that account?

utterance: OK just a second. Let me look it up.

utterance: Absolutely, sir.

utterance: OK. I got the number off a used check that I have. It's two zero nine zero two one eight four two zero

utterance: All right, sir. Thank you for that. yeah. I see that account here with your information on it.

utterance: and would you like to transfer the entire balance of the savings account to that account, please?

utterance: Yes. how long will that take to occur?

utterance: Yes, sir. You will see these funds appear in your checking account should be by the close of business today and the remaining funds in the savings account has a balance of one hundred and three dollars and two cents.

utterance: So you should see that credit to your checking account.

utterance: OK. That sounds great. How's your day going so far?

utterance: my day has been pretty good, sir. I haven't had too many rough calls today so.

utterance: Well, that's great. Hope mine has been a pretty easy one.

utterance: Oh, that's good to hear, sir.

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

utterance: I can't think of anything.

utterance: All right. Well, if you'll hang on the line for me. There'll be a brief survey to let us know how we did today and how we can better assist you in the future.

utterance: OK. Sounds great.

utterance: Thank you, sir, and thank you for being a customer of Intellibank. You have a good one.

utterance: All right.

utterance: Thank you.