utterance: Good morning, thank you for calling Intellibank. My name's Lisa. How may I assist you today?

utterance: Hi, I had a few things I wanted to do first I just wanted to check my balance on my checking account.

utterance: Alright, I can help you with that. May I have your name and date of birth?

utterance: Yes, it's. My name is Daniel Corson. That's C O R S O N and my birthday is January twenty-seventh nineteen seventy.

utterance: Great.

utterance: Can you verify your phone number and your email please?

utterance: Yeah, the phone is four three two eight nine four one nine six six.

utterance: And your email address?

utterance: Oh, I'm sorry the email is Daniel L Corson C O R S O N at NetAid dot com. That's N E T A I D.

utterance: Perfect.

utterance: Alright, so you said you'd like to check your balance in your checking account. I just need you to verify that account number for me.

utterance: Yes, it's one five seven one two six two seven three oh nine.

utterance: OK, it looks like. Looks like I don't see a checking account under that that number. could you read that back to me once more?

utterance: I'm sorry hold. Let me get my reading glasses on.

utterance: Thanks.

utterance: OK, it's one five seven one two six two seven five three oh nine.

utterance: There we go. Alright, perfect. Looks like your checking account balance is six thousand and seventy dollars and nineteen cents.

utterance: What else can I help you with today?

utterance: OK, well I had there was a transaction showing up on my bank statement it's for a place called Style-Depot. And I I've never been to Style Depot and I'm I've never even heard of it and I've never ordered from there.

utterance: Do you have the date of that transaction?

utterance: Yes, it was October third. It was like last week.

utterance: October third.

utterance: OK, and what was the amount of that transaction?

utterance: It was twenty-seven dollars yeah, twenty-seven even.

utterance: OK, have you contacted this business to double check on the charge yet?

utterance: Yeah the charge did go through. I just wanted to find out if like if this was like an online place or.

utterance: It does look like it's an online charge. And it looks like it's a reoccurring charge. So it may be a subscription to something that you that that either you can check into by reaching reaching Fashion-Depot again. Or it's something that you could actually dispute directly with us if you like.

utterance: Well I'd like to dispute the charge. Because like I said I've never of that that site. I didn't even know what it was.

utterance: OK, I can go ahead and dispute that.

utterance: so what we'll do for now is we will temporarily remove the twenty-seven dollars from your card. We will also place a security block on your card until this is resolved. So that no one else can use your card number. I do need to ask you does anyone else have access to your card and PIN number or have access to use this online or permission?

utterance: No, nobody should have that because I live alone.

utterance: OK, so you have not given anyone permission. You you are unaware of this business and you haven't done any business with them. So I'm going to go ahead and remove the twenty-seven dollars temporarily from your card. Once the dispute is resolved if it's resolved in your favor. Then obviously we will that will be a permanent removal. and again your card won't be usable until we get it cleared out. So just so you're aware of that. Is that OK?

utterance: How long would the dispute take?

utterance: It takes seven to ten business days.

utterance: OK, that's fine. Cuz if this is a subscription I wanna make sure that I'm not charged again like this next month.

utterance: Of course. Of course and that's what I would recommend as well.

utterance: So What I'm gonna go ahead and place the temporary hold on your card, remove the twenty-seven dollars from your balance and you will also be receiving a letter from us. as far as giving you information on how to take the steps in the future. And how to follow up on this claim with the claim number. It will not it won't actually be assigned a claim number until it goes to our claims department. So that is taken care of for you. Mr. Corson is there anything else that I can help you with today?

utterance: can I go ahead and check the the balance in my savings account?

utterance: Of course. It looks like the balance in your savings account is two thousand two hundred and ninety dollars and twenty-two cents.

utterance: OK, I guess that'll be it.

utterance: Alright, Mr. Corson. Again my name is Lisa. Thank you for your time and have a great day.

utterance: Alright, thank you very much Lisa.


speaker_role: Agent

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

speaker_role: Customer

utterance: Yes ma'am. My name is David Fidler. I'm trying to take and see about possibly closing one of my accounts.

utterance: OK. And could you spell your last name for me please?

utterance: Last name is spelled F I D, as in David, L E R.

utterance: Yes sir. And could I have your birth date please?

utterance: It's October third, nineteen sixty-seven.

utterance: And could I have the last four digits of your social please?

utterance: Seven six two five.

utterance: Yes sir, thank you. And one more question please. Could you please tell me the name of your first pet?

utterance: Should have been Snoopy.

utterance: Thank you sir. I am pulling your information up now and how can I help you today?

utterance: Well I got too many accounts keep track of and so what I'm probably gonna try and do is just go ahead and close one of them and move the money into one of my other accounts.

utterance: Yes sir. And what account would you like to close today?

utterance: Well it's gonna be the Money Mark account. it should be account number seven five nine two eight three four nine nine three.

utterance: OK so you would like to close out the account, your Money Market account, with account number seven five nine two eight three four nine nine three. Correct?

utterance: yeah.

utterance: OK sir. That amount in the that account is two thousand three dollars and forty-seven cents. And may I ask why you're closing this account again please?

utterance: I just get so many different accounts I'm just trying to consolidate and make make it easier to keep track of my balances and and yeah. Go from there.

utterance: Yes sir. This should definitely help you do that. And what account would you like that money to be transferred into? May I have the routing number?

utterance: I'll have to grab the checkbook for that. It's gonna be my just my normal personal checking account. just a second. I'll go get the checkbook for that cuz I don't have the routing number.

utterance: Thank you sir.

utterance: OK I'm back. Sorry about that, I had to let the dog in. OK. routing number should be, according to the check here, zero zero five nine four seven zero zero one.

utterance: OK that would be zero zero five nine four seven zero zero one. And may I have the account number please?

utterance: OK. It's three four eight two seven one four four.

utterance: OK and the account number is three four eight two seven one four four and you would like to go ahead and direct deposit the entire amount sir?

utterance: yes, we'll go ahead and transfer all of that.

utterance: Yes sir. So a deposit of two thousand three dollars and forty-seven cents should show up into your account between three and five business days. This account number seven five nine two eight three four nine nine three will be closed by the end of business day today. Is there anything else I can help you with today sir?

utterance: well actually if we can go ahead and update my email address cuz I just switched over to a new internet provider. that way I can make sure I stay up to date.

utterance: I can do that for you sir. If I can go ahead and have your email address please.

utterance: OK. it will be D dot Fidler sixty-seven at Hotmail dot com.

utterance: So that's D dot Fidler. Are they all lowercase sir?

utterance: Yes.

utterance: Sixty-seven at Hotmail dot com. Is that correct sir?

utterance: That's correct.

utterance: Yes, it is. Thank you.

utterance: Is there any other information that you would like to update at this time, sir?

utterance: no cuz I believe should have my phone number and all that I try and keep that updated but I just got the new email address to handle my business transactions and we'll go from there.

utterance: OK. I have a phone number of six three one nine nine two four seven zero two. Is that correct sir?

utterance: yeah that's right.

utterance: Will that be home or mobile, sir?

utterance: That's my mobile phone.

utterance: Thank you sir. I will make sure that's updated into our system. Is there anything else I can help you with today sir?

utterance: No, think we got everything taken care of.

utterance: thank you sir.

utterance: And if there's anything else I can help you with, please give us a call at Intel Bank and I thank you for your service today.

utterance: Thank you very much.


utterance: Hi. Thank you for calling Intellibank. This is Susan. Who am I speaking with today?

utterance: Hi Susan. this is Brian. I'm trying to find an an ATM near me.

utterance: OK. I can help you with that.

utterance: OK. I'm I'm in I'm in Raleigh. Raleigh North Carolina.

utterance: OK can you give me the street address and the ZIP code if possible.

utterance: I don't know the ZIP code but it's one eighty-five. Oh no, sorry. Eighteen fifty Hillsboro Street in Raleigh.

utterance: OK and eighteen fifty Hillsboro Street in Raleigh. And you're looking for an Intellibank ATM. Is that correct?

utterance: Yeah.

utterance: Yeah that'd be great. It it I I gotta get it's my kid's birthday and I I forgot to bring cash and he wanted to get. I have to get this thing at a at a market that doesn't take credit card and so well anyways I I gotta get out get out some money. So.

utterance: OK. Not a problem. Hold on and I'm looking into that right now.

utterance: OK. Thanks. I appreciate your help.

utterance: not a problem.

utterance: OK Justin I have here that the nearest Intellibank ATM is fourteen Main Street.

utterance: Oh.

utterance: In Raleigh.

utterance: That's kinda far away. There's nothing closer?

utterance: Well there is another. You can. There's an ATM that you can use for another bank that's closer to you but there will be a three dollar fee for taking it out if it's not at Intellibank.

utterance: Oh well that's three dollars is nothing. Yeah I. Can you tell me where that is?

utterance: Yes. It's sixty-two Hartfield Road in Raleigh.

utterance: Oh.

utterance: Hartfield. Oh yeah where is that? I.

utterance: And that's South Bank.

utterance: Oh OK I know where that is. And they've got a. They've got an ATM. ATMs are getting harder to find. OK and so I can go. you don't know what their limit is do you?

utterance: Yes I do. The South Bank limit is because it's not your bank is a limit of two hundred dollars a day. But if you need more than that then the Main Street branch of Intellibank in Raleigh there's a limit of five hundred dollars.

utterance: he's. No it's. I'm not gonna it's just his birthday. No that two hundred dollars would be great. OK and that's can you give me that address again? I'm sorry, I wasn't. I didn't.

utterance: it's South Bank, sixty-two Hartfield Road.

utterance: Perfect. Perfect.

utterance: In Raleigh.

utterance: All right. Hey you're super. I appreciate it. Have a great day.

utterance: Would you like further information about how to find nearby ATMs on our website?

utterance: Oh I appreciate that but I I I don't think so. I'd I think the last time gee I don't know when the last time is I used an ATM. You know everything's credit card nowadays it's not. I don't hardly ever spend cash so no I think I think we're good. I think I'll just I'll just head over there. It's it's kinda . It's a bit of a walk but I think I can walk over there.

utterance: Well OK and I can I can help you to find any other information if you need it. Anything else that I can help you with?

utterance: No I think we're good and I really do appreciate your help.

utterance: OK Justin. Thank you for calling.

utterance: OK.

utterance: All right. Bye bye.


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

utterance: Is there anyway to find out some of the branch locations town of I forgot where we were going. Oh, we're going to Colorado Springs that's

utterance: Oh,

utterance: Colorado Springs. Lovely town.

utterance: Yes.

utterance: OK, and let's see do you already have an account with us?

utterance: I do.

utterance: OK and in that case your name please?

utterance: Yuri Arms

utterance: All right, Mr. Arms. Hang on for me one second.

utterance: That's my Arms Family Homestead, you know.

utterance: Oh I do watch actually watch Arms Family Homestead.

utterance: I already enjoy Daniel and the boy Austin.

utterance: Yep Thank you. Those are my kids. That's my kid and my grandkid.

utterance: Wow! You're like stars. That's pretty cool.

utterance: They are, I'm not.

utterance: All right so and if you're going to Colorado Springs from from wherever they are in Oh Oh. So they're in Nebraska? Omaha, Nebraska? Oh I didn't know there was an Omaha Omaha.

utterance: Omaha.

utterance: No, Omaha Omaha

utterance: Well, you learn something new every day.

utterance: Yes you do.

utterance: All right. So let's see and let's s~. Your account number please Mr. Arms.

utterance: That I don't think I have. I don't remember what it is.

utterance: All right. Well without that information it's gonna be mighty hard. Let me throw you on hold real quick and I'll check with my supervisor and see if there's some way we can't get around that.

utterance: All right. Thank you.

utterance: Thank you. One moment.

utterance: OK mister Arms are you there?

utterance: Yes.

utterance: All right so unfortunately, without that account number we're gonna have a very hard time gaining access in to your account.

utterance: I'm sure there's way you can find out how to get into my account without that. I have pin number. I have addresses. I have everything else.

utterance: Oh all right hold on one second. OK let's start try your address. Maybe that'll get us in.

utterance: One two three four Navy Boulevard.

utterance: One two three four Navy Boulevard and that's in Omaha Omaha?

utterance: Omaha Omaha yes.

utterance: All right. Great. And the ZIP code please?

utterance: Three seven seven three two.

utterance: Three seven seven three two. OK and as long as you've got your security code I think we're golden.

utterance: Zero nine one nine.

utterance: Perfect all right. So I have gained access to the account. do you need to did you want to check your balance or anything like that?

utterance: I do wanna.

utterance: Check my balance in my savings account and my checking account.

utterance: OK so let me give you those numbers first in your savings three thousand four hundred and twenty-one dollars seventy-two cents. Checking eight dollars and fifty cents.

utterance: That can't be right.

utterance: that's what I see here. Would you like to go over your previous transactions?

utterance: Yes. In the checking account please.

utterance: All right checking accounts. So let's see the first check that I see are the most recent one I see is paid to Watson Properties in the amount of forty thousand dollars.

utterance: OK.

utterance: OK and then the one before that is to King Super for eighty seven fifty three.

utterance: OK.

utterance: One before that is to Comcast for five hundred and thirty-six dollars.

utterance: That's not right. Comcast bill is only two hundred dollars.

utterance: OK. Well all I can tell you is what the check amount was for and who signed it. And it looks like it was you that signed it.

utterance: Is that a check or was it a debit card?

utterance: it was actually a paper check. I see it here in front of me.

utterance: OK. Then that must have been misprinted or something happened coz it's usually two hundred dollars.

utterance: OK. So I. Yeah, I was gonna say I would definitely call them and follow up on that. And then the one before that is to AMW All Car Tow and Repair and the amount for that is seventy-five dollars.

utterance: All right that's it. That's that's mine.

utterance: All right. Great. OK so did you need any more?

utterance: no I need a branch location though.

utterance: Sure and I'm sorry Oh you said you were going to Colorado Springs?

utterance: Yup.

utterance: All right. Colorado Springs Colorado OK. I do have several locations here. Do you know which neighborhood you're gonna be in?

utterance: I'll be on the west side of Colorado Springs.

utterance: I think the ZIP code there is eight zero nine zero four.

utterance: OK.

utterance: Perfect. That helps a lot. Eight zero nine zero four. All right. So it looks like our first branch is gonna be in Manitou Springs at eighty-even Polk Avenue.

utterance: OK.

utterance: same ZIP code eight zero nine zero four. Phone number seven one nine two zero zero, three five one two.

utterance: And the lobby hours?

utterance: Lobby hours are from eight a.m. until five p.m.. Monday through Friday Saturday nine a.m. til two p.m..

utterance: All right. Thank you.

utterance: All right and the next one is going to be it looks it is three eighteen East Thirty First Avenue.

utterance: OK.

utterance: And let's see their lobby hours are from nine a.m. until five p.m., Monday through Friday. No weekend hours I. Although their drive-through does appear to open half an hour before that, so that's eight thirty.

utterance: Can you hold on one second I gotta see what my dog's chewing on.

utterance: A~

utterance: Absolutely, thank you so much.

utterance: She must have ate the burger we the burger we had for dinner tonight oh that wasn't.

utterance: I'm so sorry to hear that. Is.

utterance: It's OK.

utterance: It was. It was in the trash. It was a little bit left.

utterance: OK perfect. All right.

utterance: That's all I needed I think.

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

utterance: No thank you very much you've been really helpful.

utterance: Thank you so much. You have a good day mister Arms. Bye bye.

utterance: Thank you. Bye bye.


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

utterance: Hey Melanie. How you doing? I I I'm in big big trouble. I'm actually in my car outside work on my lunch break and I need to make a transfer from one of my accounts to another coz I have a bill that's about to get cashed and the money is not there and I I don't want bounced fees please.

utterance: All right. OK no problem. I could help you with this right away what is your first and last name?

utterance: Hi, my first name is Kenny.

utterance: OK.

utterance: Bennett.

utterance: Can you spell your last name for me Mr. Bennett?

utterance: It's B E N N E T T.

utterance: Mhm.

utterance: Mhm.

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

utterance: Oh six oh two nineteen eighty.

utterance: OK and the last four digits of your social.

utterance: Zero zero five nine.

utterance: OK so how can I help you?

utterance: All right so I I like I'm sure most people do I I wrote out some bills.

utterance: Mm

utterance: And the money is not in my account I didn't get a chance to transfer it yet and I need you to transfer from my my my savings account that I have over to my checking account so these bills do not bounce and I don't get hit with those fees.

utterance: Right exactly OK. So what is your savings account number?

utterance: OK so this is where the problems is gonna come in. Like I said I'm at work I'm in my car I'm on my lunch break. I don't have my account numbers with me. I I can give you my social my date of birth I gave my my home address I mean I just don't have my accounts on me. It's at home.

utterance: OK I'm so sorry Mr. Bennett but for this kind of transaction I am going to need your account number in order to work with you over the phone with customer service. If you could ago. Are you near a branch by any chance?

utterance: Are y~.

utterance: No no.

utterance: Are you sure? Maybe I can.

utterance: I'm pos~

utterance: Yeah I'm absolutely positive.

utterance: OK.

utterance: Cuz I I can I can like look up a branch near you and maybe you can if you could go over there in person and like have your driver's license to show them proof that it's you you sure there's no way you could do that?

utterance: I I

utterance: Yeah.

utterance: I'm absolutely sure like where my job is we're kinda like off the beaten path and we're like not near the downtown area where the branches are like I I I'm really I'm really kinda troubled here and hey is there there has to be a way you can help me.

utterance: Is and there's you don't do any online banking with us? Do you have your online?

utterance: I don't.

utterance: I do not.

utterance: you. Do you have your checking account number?

utterance: I I I don't.

utterance: None.

utterance: Of your account numbers?

utterance: My account numbers.

utterance: Are at home. And it just it just hit me like today's date is you know the nineteenth and I was like. Oh no Oh no those those are gonna come out I need to make sure the money's there and.

utterance: Uh-huh.

utterance: Right.

utterance: I know it's not there and I'm gonna be in deep trouble

utterance: I I totally understand and I apologize if you can just hold on for one second.

utterance: OK.

utterance: I'm gonna ask my supervisor if there's anything that I can do but normally with Intellibank the way that our bank works when you call the customer service line you need to have the account numbers because you're on my on the phone with us. If if you were in person or I I'm gonna see maybe if I can do anything to mark your account to say like you know you did call and you made an effort to try to not make these payments bounce

utterance: But but I have my like yeah I like I I have my social I have my date of birth you know? And it's I'm transferring from my accounts. It's not like I'm transferring to stranger's account.

utterance: Right. I understand. I know.

utterance: Right.

utterance: Right.

utterance: I understand but we still need to. When you call our customer service line with Intellibank, I know with other banks they will just accept your social security number or you know your date of birth and all that but with our bank we're very strict when it comes to online calls because we don't obviously absolutely I'm not accusing you of identity theft or anything like that but we just want to make sure that our customers are secure when calling we wanna make sure that it's really you because we want your account to be secure. I don't want to put into any more kind of stress at all. I understand completely what you're going through if you can just hold on and I'm gonna ask my supervisor. Just give me a second. Is Is that OK with you?

utterance: Yes.

utterance: OK I'll be right back.

utterance: OK sir are you still there?

utterance: Yes.

utterance: I am so sorry I apologize but we cannot do anything right now unless you have your account number. I'm really sorry. I feel horrible but if you when you get home our customer service line is open until eight p.m.. So I made a note on your account of the situation that you're experiencing so if you could just when you get home just even you have a checkbook that you can look at or any kind of bank statements that are mailed to your house would have your account number you have until eight p.m. to call us back. Would that could that work out for you?

utterance: that that might work like like I said I have my account numbers at home.

utterance: OK.

utterance: Right.

utterance: I just I I I'm I'm in my car panicking.

utterance: OK.

utterance: Are you can you are you gonna be going home right after work?

utterance: I I can't to to make sure like this.

utterance: Like I'm guessing as of right now these bills have not hit so I guess.

utterance: They haven't.

utterance: No.

utterance: OK. OK so after work then I'm gonna have to rush home and make sure I get back in touch with you guys before.

utterance: Yes.

utterance: Yes.

utterance: Your customer hours customer service hours.

utterance: Please.

utterance: Please.

utterance: Do that. My name is Melanie so I I put a note in your account so when you call back tell the next agent you you probably won't get me that you spoke with Melanie and I put notes in your account and just give them your account number and they'll be able to help you right away.

utterance: OK.

utterance: As I said the line is open until eight p.m..

utterance: OK.

utterance: OK and don't worry about it. Please don't stress. We're here for you when you get home.

utterance: OK.

utterance: OK, all right.

utterance: I appreciate that. Thank you so much.

utterance: OK.

utterance: We'll talk to you again soon.

utterance: Bye.

utterance: Bye, bye.


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

utterance: Hi Anne Marie. My name is Brian, I'm calling because I want to move money from my savings account to my checking. Is that a service that Intellibank provides over the phone?

utterance: OK Brian, I'd be happy to assist you today. I do want to confirm you're aware you've reached Intellibank?

utterance: Oh ya, sorry about that, ya Intellibank.

utterance: Great yes Intellibank does offer this service over the phone. Let's go ahead and pull up your account. May I have your full name, address and phone number please?

utterance: Sure, my name is Brian Hostetler. My address is two eighty-five Minnewashta Way Provincetown Massachusetts my ZIP code is one two eight five four. And my phone number is seven five three two nine zero zero nine one eight.

utterance: Thank you. And then what is your date of birth?

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

utterance: Thank you. And can you verify your drivers license number for me?

utterance: Sure can you give me just a minute while I go grab my wallet?

utterance: No problem, take your time.

utterance: I'll be right back. OK, got it.

utterance: Alright, go right ahead.

utterance: Alright, the number is X three eight nine zero zero one two five four.

utterance: Thank you. OK we've verified your account. Thank you for that. And you'd like to transfer funds from your savings into your checking account?

utterance: Yes please.

utterance: Alright. And you can you verify these account numbers for me. What is your savings account and checking account numbers?

utterance: My savings account number is one one four three seven five two nine eight zero. And my checking account number is two three nine six four five three three zero one.

utterance: Thank you. Your savings account balance is nine thousand one hundred and thirty and twenty-one cents. And your checking account balance is three twenty-one oh eight. How much would you like to transfer?

utterance: I'd like to transfer it all please.

utterance: Oh all of it? Is it your intent to close this account?

utterance: No.

utterance: Well Brian the provisions of this account do require you to maintain a minimum balance of five hundred at all times. A balance of zero would initiate an automatic closure of account within the system.

utterance: Oh OK what if I keep five dollars on my savings? Would that allow me to keep my account open?

utterance: Yeah an instance of falling below the minimum but funds remaining in the account would subject you to a two dollars and ninety-nine cents service fee per month.

utterance: OK I plan on making a large deposit by the end of the week. But I just really need those funds in my checking account right now. Just be sure if I leave five dollars, my account won't get closed.

utterance: That's correct.

utterance: All right, then let's move everything except five dollars.

utterance: OK one moment while I make that calculation.

utterance: So that would be nine thousand one hundred and twenty-five dollars and twenty-one cents.

utterance: Wow you're quick. One moment while I prepare the transaction.

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

utterance: Yes please submit please.

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

utterance: Great. So how's it going how's your day going Anne Marie?

utterance: It's going good. We're having very fine weather lately. I really love the fall.

utterance: Yeah, it's not too hot not too cold. And there's nothing better than bonfires in the fall.

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

utterance: Yes ma'am I'm ready.

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

utterance: All right. Eight nine nine one two seven three one two?

utterance: Yup.

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

utterance: Yeah is this something I could have done online?

utterance: Actually yeah, with Intellibank's online banking You can easily set-up a secure internal wire transfer as a one time occurrence or to occur as often as you'd like. I'd be happy to send you an email with further information on how to create that account. The email will include your specific client ID and login info . Can you simply confirm your email for me?

utterance: Yeah it's b hoffstetler at hotmail dot com.

utterance: b hoffstetler at hotmail dot com. Great.

utterance: Yup.

utterance: OK I've sent that information upon review please free to contact us if you have any questions or concerns.

utterance: OK.

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

utterance: Nope that should do it. Thanks so much for all your help.

utterance: My pleasure have a great rest of your day.

utterance: You too. Thanks.

utterance: Bye now.

utterance: Bye.


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

utterance: Hi. Good evening. I need some help please.

utterance: How can I help you?

utterance: Well, I'm trying to find an ATM that's close to me.

utterance: And are you an Intellibank member?

utterance: Of course yes.

utterance: OK. Well let me go ahead and get some information here so I can pull up your account and then I'll be able to help you find a location closest to you. Can I get your first and last name please?

utterance: Yes. My name is Anastasia Hoffman.

utterance: Thank you Ms. Hoffman and can I get your account number please? let's go ahead and get your credit card account number that way I could pull it up?

utterance: OK hold on. I don't have that right here. Let me run and get my wallet.

utterance: OK.

utterance: OK so I got it here.

utterance: OK so my four four three three no wait wait if I'm trying to find an ATM machine why you asking for my credit card number?

utterance: Well is just one of the ways that we pull up your account. I'll be happy to take either your bank account number or a driver's license number.

utterance: OK all right. I can give you my bank account number.

utterance: OK. What's that please?

utterance: Four four two one oh nine eight oh no wait wait wait a second wait a sec. I'm so sorry let me start that again OK.

utterance: OK.

utterance: Four four three two one zero nine seven eight.

utterance: OK. Thank you ma'am. And I need you to go ahead and confirm your security question for me. you know we take your security very serious serious here at Intellibank so your question that I'm going to ask you is what is the name of your high school mascot?

utterance: My my the mascot was a mule.

utterance: A mule very good thank you so much. All right and so in order for me to help you better find an ATM nearest to you. What state are you in?

utterance: Oh I am in Connecticut. Where are you?

utterance: Oh I'm in Florida where our main headquarters is located.

utterance: Oh and how's the weather there today?

utterance: Oh it's great. Thank you. And weather with you?

utterance: Yeah.

utterance: Well it's actually getting cool. It's chilly.

utterance: Oh well that's well that is awesome. I mean we don't get really a fall weather down here but I've always wondered what it's like. I might have to take a trip up to Connecticut one time.

utterance: Well I think I'll come down to Florida cuz I like warmth.

utterance: OK so what's what's the name of the city that you're in?

utterance: Oh I'm in Stanford.

utterance: Stanford.

utterance: OK and can you tell me approximately what street you are in so that way I could go ahead and pull up our tracker?

utterance: Primrose Court.

utterance: Primrose Court.

utterance: You know you guys used to have an ATM in the Walmart near me.

utterance: Why did you guys move it out of there?

utterance: Well unfortunately our partnership with Walmart did come to a close but it's for you know it's more profitable for them because they want to go ahead and open up their own type of financial services anyways. We thought be good for us too. We could maybe offer more services so unfortunately Primrose Court is not near one of our specialized ATMs. We do have a partnership with Bank of America. that's right there there is a slight transaction fee if you go ahead and use you're Intellibank card to you access their ATM.

utterance: Convenient for me. Now I have to pay to use my ATM card.

utterance: If you do with one of our partners yes. Otherwise we do have a location. It's about fifteen miles away from where you're at.

utterance: Oh dear.

utterance: To where we can go ahead and get you to use on of our Intellibank ATMs without the fees and and in everything.

utterance: Well give me the address anyways. Fifteen minutes I guess is not so bad. Maybe it might someplace I can go once a week or so.

utterance: Well yeah and also it offers all of our full services as far as you know bank services. We can open an account. It's an actual stand alone facility with a drive thru and ATM.

utterance: Oh OK.

utterance: Yeah, it it's much better than the Walmart one anyways I mean we really were limited to just that small kiosk. So now you actually have an Intellibank full bank in your area.

utterance: OK that that's not so bad so I'm just let me give you the address then please.

utterance: OK so it is going to be eighty-seven fifty-three Grandview court. So eight seven five three grand Grandview court. Grandview court.

utterance: Now it is a shopping center. We are located in the center part. Of the shopping center.

utterance: OK. And it has the name of the bank right on the outside and everything.

utterance: OK.

utterance: Yes, ma'am.

utterance: So I shouldn't

utterance: Be able to miss it.

utterance: Shouldn't be able to miss it at all. Now, if you I am anywhere else in your area looking for one of our ATMs. We do have the ability to find both Intellibank and partnership ATMs in your area by using either our app or going online. Do you have either either one of those or have you ever thought about downloading your app.

utterance: OK. That sounds good.

utterance: You know I never downloaded the app but I do go online and check my account. But I never downloaded the app. Would you like to I got an iPhone. Do I just go the the app store?

utterance: Yes just go ahead and go to your Apple iPhone store and you can go ahead down and just type in search for Intellibank.

utterance: It popped right up download it and then you can go ahead and access anything there. You don't even have to sign in to find an ATM in your area.

utterance: OK that doesn't sound bad.

utterance: Thank you so much. I appreciate your help.

utterance: You're welcome Ms. Hoffman. Is there anything else I can assist you with tonight?

utterance: No no where I'm good just I think that is good.

utterance: I know exactly where that is. I've been there in that area before. So you have a good evening OK.

utterance: OK. Well thank you so much again for calling Intellibank Ms. Kaufman. My name again is Madison. I hope you have a good evening.

utterance: You too. Thank you.

utterance: Thank you. Mm Bye bye

utterance: Bye.


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

utterance: yes I can't find any stores around here that would give me money off my credit card. Do you know any places that I can go to that would get me money off this card. you know what never mind. Just give me some addresses to some local branches I'll just find one myself.

utterance: All right sir before I can give you that information. I'll have to find out a little more about your location OK, so you are not at home. Could you give me that street address or your current location please.

utterance: yes. It's seven six five three Sunset street Lynchburg, Virginia. two four five oh two. That's the ZIP code.

utterance: All right thank you sir. So you're there in Lynchburg, Virginia?

utterance: Yes.

utterance: All right just give me one moment while I look up that address and see if I can find a few local branches or a bank close by you.

utterance: OK I really appreciate that.

utterance: Right, sir.

utterance: So hows the weather down there where you at?

utterance: Oh, it's pretty good down here. We've gotten a few rain drops here and there, but it looks like it's gonna clear up and be nice and sunny this weekend.

utterance: Oh, how hot does it get down there?

utterance: Oh, it's only about eighty-five degrees right now.

utterance: that's some good breezy weather right there.

utterance: Oh, yes sir it sure is. It's you can hardly believe it's Fall right now.

utterance: Oh, wow you tell me about it.

utterance: OK, sir it seems like I've found at least four branches close by. actually with less than one mile from our with with our bank and there's one branch with a local bank there. That is close by as well. Would you like the list of those addresses?

utterance: Yes please if you don't mind.

utterance: All right sir, get your pen out.

utterance: Yes, ma'am. Ready to go.

utterance: All right sir that first location is less than a mile away at five oh nine Parkplace.

utterance: OK. Park Place.

utterance: Right.

utterance: Yes, sir right there in Lynchburg.

utterance: All right, it's close by.

utterance: OK, and that second location is like a half a mile away at six six three Oakcrest Drive. It's zero A K C R E S T.

utterance: OK.

utterance: OK. All right.

utterance: OK the third address here is at seven twenty-five West Lawndale road.

utterance: That's a lot. OK spell that.

utterance: Lawndale is L A W N D A L E.

utterance: All right thank you.

utterance: OK, sir and we have a fourth address there it's on the opposite end of Lawndale at seven six five East Lawndale East Lawndale Road excuse me.

utterance: Seven six five East Lawndale Road.

utterance: Yes, sir.

utterance: All right, I got that.

utterance: OK, and we have a fifth location that's close by that's actually very close to you. It'd probably about a quarter of a mile but it's with a neighboring bank it looks like a Farmdale bank and trust.

utterance: Right.

utterance: Oh yeah, OK yes that's close by I'll take that.

utterance: OK, sir that ones at four twenty-five.

utterance: Four twenty-five.

utterance: Marion Court road.

utterance: You said Maryland?

utterance: Marion, M A R I O N.

utterance: OK, Court road.

utterance: Yes sir.

utterance: All right I got that on there.

utterance: All right sir and it looks like you don't have online banking with us. Would you like further information about that. That way if you need any other help about local branches or anything you could just look that up in your account, and then they'll be able to give you a little bit of information about those.

utterance: Oh, yes please that'd be lovely.

utterance: All right sir you can go online to our website at Intellibank dot com.

utterance: OK. Intellibank dot com.

utterance: Yes, sir.

utterance: All right.

utterance: On the main page there we have two links at the upper right corner.

utterance: Kay.

utterance: That second link on the furthest right says online banking. You'd click on that tab.

utterance: OK, online banking.

utterance: Once you go to that tab, they'll give you a lot of information you'll have to input it's some of your information. Personal banking information so that they can set up your account.

utterance: All right.

utterance: You'll need an email address to set that up as well. but once you set up you can access your information twenty-four hours a day . And that way you can just check your banking, set up accounts, and even you know.

utterance: All right.

utterance: All right. OK, sounds good.

utterance: All right. Well thank you so much sir. Sorry I didn't get your name Mr. Reed.

utterance: yes. Stanley Reed.

utterance: Yes.

utterance: Stanley Reed. Sorry about that, sir.

utterance: That's all right.

utterance: OK Mr. Reed thank you so much for your time and patience. Again my name was Rebecca I hope you enjoy the rest of your day.

utterance: Thank you Rebecca.

utterance: Thank you.


utterance: Hello and thank you for calling Intellibank.

utterance: Hello. Is this a real person?

utterance: Yes. Yes sir it so.

utterance: Thank God. I'm I'm sorry but I've I'm gonna have to close my account with with your bank. just I have reasons I need to do it.

utterance: Oh sir I'm so sorry to hear that . Well first I'm gonna have to gather some pieces of information from you . can you please verify your your date of birth and your address please?

utterance: My date of birth is four seven nineteen seventy-three and my address is two twenty-seven Hickory Lane, Pineville, West Virginia six six seven eight one.

utterance: The name on the account?

utterance: Parker J Thomas.

utterance: Yes sir. Thank you very much. And could you please verify your security question of your favorite pet?

utterance: Favorite pet was Butch.

utterance: Thank you sir for that information. And you said that you were wanting to close an account today, yes sir.

utterance: Yes, ma'am, it. It's nothing personal. It's just me and my partner we're gonna consolidate our accounts and you know it's it's nothing personal so we're just have have to do. It's just the best thing for me to do at this point.

utterance: OK.

utterance: I really hate to hear that sir and I really hate to lose your business. here at here at Intellibank, we pride ourselves on taking really good care of our customers and giving great customer service. if if there's any way that I could sway you in any other direction please let me know.

utterance: I'm s~

utterance: I'm sorry. It's just it's just not gonna happen but I appreciate it. You guys have done nothing wrong but I I have to I have to do this with my partner so.

utterance: OK sir OK. What what I need you to do is I need you to please confirm if we are doing this from a savings or checking or exactly what

utterance: It's.

utterance: It I only have a checking but I can't find the number right now. Is there any way any other way I could get a verification or?

utterance: could you please maybe give me maybe give me your social?

utterance: yeah, hold on. It's it's two eight eight four five six nine eight five.

utterance: Yes, thank you sir.

utterance: Is that correct?

utterance: Yes that is correct and.

utterance: I'm sorry I just don't have all my information here.

utterance: No problem sir. and you said that you were wanting to close out an account?

utterance: I need to close that account and have it have it all transferred to another bank where I'm moving to with my partner.

utterance: OK, yes sir and I will be happy to give you the information on your balance and when the transfer will happen and when the account will close .

utterance: Could I have my balance?

utterance: Yes sir. You have six thousand one hundred and eighty dollars and fifteen cents.

utterance: That's what it says on my ledger.

utterance: Yes, you're exactly right. And the the transaction will happen today at nine thirty twenty-one and it will be closed by tomorrow on October first of twenty twenty.

utterance: OK.

utterance: Twenty-one.

utterance: Yeah, the farmer's almanac says it's gone be a really bad winter this year.

utterance: I heard that. I've heard that, and I.

utterance: They didn't even fix the roads

utterance: They didn't fix the roads this year, so imagine how bad the roads are gonna be next year.

utterance: You're exactly right, sir.

utterance: By the time May rolls

utterance: Around it's gonna be all messed up. Gonna be changing all your ball joints and struts on your car. It's just gonna be a mess.

utterance: Yes. I am not a fan of the cold weather either. I'd really like to be somewhere where it's warmer.

utterance: The Department of Highways need to get their act together .

utterance: Yes sir, I do agree. And is there anything else that I could help you with today sir?

utterance: yeah I'm gonna be depositing it to the Fiftieth first Street Bank.

utterance: Yes sir. Yes and that transaction will happen at the end of the business day today.

utterance: OK.

utterance: And we can verify that for you if you need us to send you maybe an email.

utterance: Yeah, that'd be great.

utterance: And and what would be the account number on your account?

utterance: Oh for well it's it's nine zero five one two five nine three.

utterance: Yes sir.

utterance: It w~

utterance: You know would it be possible to just come in and get a cashier's check and that that might make it easier on everybody. I don't .

utterance: Yes sir. I mean we you you are more than able to do that. There's no problem there. We can accommodate you.

utterance: never never.

utterance: Never mind. Just just do it like that. That'll be OK . Yeah just use. Just transfer it over to that account and I'll check it. When when you say it'll be available, tomorrow?

utterance: OK yes sir. Yes sir. The account will close at the end of the business day today and you can expect everything to be up and running by October the first.

utterance: OK and my address my new address or you don't need any of that right?

utterance: Yes sir. I I do need you to clarify your address for me if you could.

utterance: OK the new address will be one two three Larwood Drive, L A R wood and my email is Parker Thomas at Gmail my driver's license number is West Virginia one six eight three five seven and see what else. Is that good?

utterance: Yes sir. That that is just fine. Thank you very much for for clarifying any any and all of that information on the account.

utterance: Is that enough information?

utterance: Did I give you too much information there?

utterance: Sir, you are completely OK. That is fine. is there any other kind of any kind any other kind of bank options that we could discuss with you today? Anything else that we could help you with other than closing your account?

utterance: All right.

utterance: I'm sorry. I hate be leaving here. You guys have been great but thank you so much for everything. I appreciate it in the past and I guess that's it for the day.

utterance: OK well I am I'm so very sorry that we couldn't retain you as as as a customer. We pride ourselves in taking care of our customers through great customer service and if at at any time that you decide that you want to switch back to our bank please feel free to call us back.

utterance: If I ever have to switch bank you guarantee this'll be the place.

utterance: I thank you so much sir.

utterance: No problem.

utterance: Thank you very much. Any Anything else I can help you with?

utterance: I guess that's all.

utterance: Thank you.

utterance: Thank you.

utterance: Bye bye.

utterance: Bye.


utterance: Thank you for calling Intellibank, my name is Kasey Watkins, how can I help you?

utterance: Yes my name is Mack Wilson and I Yeah I need to update my email. I almost forgot why I called. It's silly but I got distracted my dogs are barking but I need to update my email on my accounts.

utterance: OK. Absolutely, and did you say your name is Matt or Mack?

utterance: It's Mack.

utterance: Mac. OK M A C K.

utterance: OK. All Right Mr. Wilson just to give you a heads up we this call will be recorded, and we are in a secured line and my name from full name as I said before is Kasey Watkins, and my agent is eight two five seven one four.

utterance: OK.

utterance: And so Mr. Wilson so I can access your account information can you please provide me the last four digits of your social security number?

utterance: Yes three four eight nine.

utterance: OK and what is your date of birth?

utterance: My date of birth is September twenty-seventh nineteen seventy-seven.

utterance: OK. And do you have your account number on you? Or would you like to answer our the security questions.

utterance: can I give you the security question please?

utterance: Sure, OK so we have two security questions. The first one is what was the name of the street that you grew up on?

utterance: it was called Miller Drive.

utterance: Miller. OK. All Right and then our second security question is what is the name of your first pet?

utterance: Her name was Peaches.

utterance: Peaches. Very cute. What what was that a cat or a dog?

utterance: It was a dog.

utterance: OK.

utterance: And actually, all of my dogs were named Peaches.

utterance: Probably you really like peaches.

utterance: I think it was the easiest name to come up with.

utterance: are you from Georgia?

utterance: Not at all.

utterance: But it was just something that my my parents did and they just passed it on so.

utterance: That's funny well peaches are good OK. So yes I do have those two questions answered and I am into your account OK, so I guess let's go ahead and verify all of the information on your account what is the current mailing address on your account?

utterance: It is twenty-five twenty-three Northridge Highway California, Texas. Seven five two eight two.

utterance: OK. I didn't know there was a California, Texas.

utterance: Yeah.

utterance: Very nice. OK, yes that is the that is the correct one we have on here. And then I have your phone number as two one four seven six two one one two nine. Is that correct?

utterance: Yes, yes.

utterance: OK. All Right and then so your email address on here I have as M dog Wilson at Gmail dot com. Is that not the correct one anymore?

utterance: Yeah, we need to update that.

utterance: OK.

utterance: It's M Wilson twenty-nine at Gmail dot com.

utterance: OK so that is M as in Mack. Wilson, W I L S O N. Then the number is twenty nine at Gmail dot com?

utterance: Yes.

utterance: Yes.

utterance: OK, perfect All Right so I've got that all updated in the system now I see based upon your your account that you are actually eligible for our account that you can actually get cash back. From the purchases you make with your debit card. right now you are on our standard account but it looks like for the last couple months you've maintained a balance of at least ten thousand in in this account. which allows you to earn one percent cash back on grocery and gas purchases. Is that something you'd be interested in upgrading your account to?

utterance: Yeah I would love of that, if I can you know shop and and make money at the same time be great.

utterance: yeah absolutely, yeah we we actually don't have there's no fee for this upgrade it's just it's just you have to maintain that minimum balance in order to get these rewards.

utterance: OK yeah. By all means. I I would love that.

utterance: OK definitely well yeah I can go ahead and take care of the upgrade on the phone if you would like.

utterance: That'd be great. Let's do that.

utterance: OK, and would you like to keep the same account number or would you like to just open a completely new account with this?

utterance: seemingly that I kept the same name of dogs I would like to keep the same account number.

utterance: OK you're a man of

utterance: Repetition.

utterance: Yes OK absolutely I mean that's what most people like but I would just just double checking. OK so all right. So let me go ahead and put this in your system. We're gonna keep the same account number and then you are just going to get it's called the cash back seek more savings account I mean sorry checking account.

utterance: Yeah.

utterance: OK.

utterance: And so then that's when you're gonna see that when you log into your online banking that it's gonna be renamed as that. And other than that you can actually it's gonna be your same debit card and you'll actually be able to start earning that cash back immediately.

utterance: Wow that's that's that's tremendous.

utterance: Absolutely and would you like me to also email you some information on exactly which purchases you get cash back on?

utterance: That'll be great to have a list. Yeah, that'd be awesome.

utterance: OK awesome OK well I'll email it to your new email address and did you have any other questions for me?

utterance: No that's it I appreciate it.

utterance: OK. No problem be on the look out for that email in the next couple of minutes, and thank you for calling Intellibank.

utterance: Thank you.


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

utterance: Yes, hi. Good evening. I'm needing some help with my account, please.

utterance: OK. What's going on?

utterance: Oh. How is the weather there?

utterance: The weather? Oh it's great. It's bright, sunny, warm. How is the weather where you're at?

utterance: Oh! It's just been raining and raining. It's been raining cats and dogs all day. All last night. That's all it's been doing. It's just been raining and raining and raining. You know and then I've moved so many times. this is like I think like the third time I've moved. Every time I've moved I really haven't liked where I was before. But this time I think this is my last address that I'm going to be moving to. I think . I moved to the country. I moved to the country where my dogs can run, and just run and exercise. Yeah. I moved to the country. I think this will be a good one. I think this is a good one. Yeah.

utterance: OK.

utterance: Well so you've moved. So what you're needing is to update your. Your street address on file? Is that what it is?

utterance: Yes, yes. That's what it is. Thank you.

utterance: Oh, OK.

utterance: You're welcome. Not a problem. All right. I can go. Definitely assist you with doing that. can I get your first and last name, please?

utterance: Yes. My name is Anastasia Hoffmann.

utterance: Thank you, Miss Hoffmann. Can you go ahead and just confirm the spelling of your last name, please?

utterance: H O F F M A N N.

utterance: Thank you. And what is your account number?

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

utterance: Thank you. And I'm gonna go ahead and ask you just one final question. Just to confirm your account information. so it's gonna be one of your security questions. I'm gonna just. Just gonna choose a random one here. what is the last name of your mother's maiden name?

utterance: Pedro.

utterance: Pedro. Perfect. OK so let's go ahead and get over here real quick so I can update your account. And what is your new street address, please?

utterance: OK it's one two three four Country Road four four five.

utterance: OK, so is that going to be an addition to it? So four four five is. It. Do you abbreviate that as CR?

utterance: Well, you

utterance: Can. You can abbreviate it to CR four four five.

utterance: OK, and is there going to be a PO box or a mailbox number in this?

utterance: Just the one two three four CR four four five.

utterance: Thank you. And what city is this?

utterance: This Naugatuck.

utterance: Oh OK. So can you go ahead and spell that for me, please, so I can confirm that it's correct?

utterance: Oh certainly. I had a problem with it in the beginning, also. It's N A U G A T U C K.

utterance: Mhm.

utterance: And what's the what state is this in, please?

utterance: Connecticut. That's why it's raining so much here.

utterance: Connecticut.

utterance: OK. And your ZIP.

utterance: Zero six seven seven zero.

utterance: OK. And did your phone number change as well?

utterance: No. Everything else is the same.

utterance: Thank you. OK so we have your new address on file here. Now did you know that we have the ability for you to change this online? do you happen to have an online account with us?

utterance: You know, no I don't. So you mean if I did it online I won't have to worry about holding and speaking to someone? I can do this myself?

utterance: Yes, actually you can. You can also change your phone number if you ever decide to change that. You can also go ahead and add an email address. Get added to our online messaging boards. You can also open and close accounts you can buy certain financial information. You know, upgrades to your account, such as Bitcoin. Or stocks, bonds, do trading. Everything that you would do in a regular bank you would do online.

utterance: Oh!

utterance: Really? And you guys do that Bitcoin stuff too, huh?

utterance: Yes, we do. We've started that.

utterance: Oh, that.

utterance: And that's real?

utterance: It is real, ma'am.

utterance: Oh. That is. That is cool. I've heard about that Bitcoin thing.

utterance: Yes. So we do have the ability for you to do that as well. And you can do trading on your regular stocks and bonds as well And you know. We also offer other financial information, such as like life insurance and death insurance. Burial insurance.

utterance: Mhm.

utterance: You guys do everything, huh? Wow! One stop shop.

utterance: Yes, we do.

utterance: Yes it is, ma'am. So we. You know. If you would like I can go ahead and assist you in setting up an online account.

utterance: OK. Let's do this.

utterance: OK. So what's your email address, please?

utterance: My email address is A N A H O F F at Z mail dot com.

utterance: Z like zebra?

utterance: Yes.

utterance: OK. And do you want to go ahead and choose a password? Or would you like me to set up one for you?

utterance: Well, why don't I just choose my own? This way I will remember it.

utterance: OK. What is that?

utterance: This is great eight exclamation.

utterance: OK. So, for security reasons we do suggest that you have a capital letter and then a special character as well as the number. So you do have a number in there. what do you want to go ahead and. Which one of your letters would you like to capitalize?

utterance: The T.

utterance: The T? OK, and special character?

utterance: It was the exclamation.

utterance: Exclamation point. Perfect. OK. We have that set up. I'm going to go ahead and send you a test email real quick. Are you near your computer?

utterance: just a minute. Let me go open it up. I don't have it on. Because you know. Since I just moved I only just got the internet hooked up.

utterance: OK.

utterance: Not a problem. And I understand that about moving.

utterance: OK. Let's turn this thing on. Just. Just give me a few minutes. You know we're out in the country, so the internet is a little bit slow. So it's warming up. Yeah, it's coming. OK. It's thinking. I. OK. OK, here it is. Yes.

utterance: OK. All right. So go ahead and save that email. you can always open up the secure attachment that I sent you. That has your confirmation of your online account information.

utterance: OK. Hey, this. This is pretty good. Thank you very much.

utterance: You're welcome. Anything else I can help you with?

utterance: No. I think I'm good for the moment. Yes. I'm gonna play around on your website a little bit here.

utterance: OK.

utterance: Sure. Get yourself familiar with it, OK?

utterance: OK, will do.

utterance: All right. Well then, thank you so much for calling today at Intellibank. Miss Hoffmann, I hope you have a great evening and that it stops raining for you soon.

utterance: OK, thank you very much. You too.

utterance: Mm, thanks. Bye bye.

utterance: Bye bye.


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

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

utterance: I'm doing pretty good. How are you?

utterance: I'm doing pretty well.

utterance: I need some help please. I would like to transfer the balance from my savings to my checking and then I'd like to close that savings account please.

utterance: sure, I can definitely help you with that.

utterance: I just have to ask you a few questions so that I can get into the account. which account were you wanting to close? I'm sorry.

utterance: That's OK. I wanna close my savings, but I wanna transfer the balance from my savings to my checking first before we close it.

utterance: OK.

utterance: All right.

utterance: So, first thing I need to ask you is your first and last name.

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

utterance: Thank you and I also need to know the savings account number.

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

utterance: All right, thank you so much and I need to know your deposits account number.

utterance: and my checking account is one one two one zero zero zero five nine five.

utterance: OK, thank you so much and the dollar amount that we are.

utterance: So we're transferring the balance?

utterance: Right. Exactly. OK.

utterance: Right. Yeah, I

utterance: I have here what I think the balance should be, but I was wondering if you could, you know, tell me what the balance is and then, like I said, I'd like to transfer that to the checking.

utterance: OK, so the balance in the savings account is three thousand and eleven dollars and twenty-two cents.

utterance: Oh OK, great.

utterance: Is that what you had?

utterance: Yeah, that matches what I have.

utterance: OK. All right. So we'll go ahead and I will initiate that transfer now. Bear with me just one moment.

utterance: Perfect.

utterance: Thank you.

utterance: You're welcome.

utterance: OK Miss Johns, I was able to initiate that transfer for you and it's a domestic transfer of course cuz it's, you know, in our banking in this United States. Just wanted to say that.

utterance: Uh-huh.

utterance: And I just sent out an email confirming that transfer.

utterance: OK.

utterance: It'll take about thirty seconds for you to receive that. Could you check your email for me please? Let me know if it did come through.

utterance: sure, yeah let me let me log into my email real quick and check.

utterance: All right.

utterance: OK. OK yep, I see it right here.

utterance: Awesome. I did want to advise you of your current balance in your checking account now.

utterance: it is five thousand five hundred dollars and twenty-two cents.

utterance: OK. Perfect.

utterance: You're very welcome and I did have a a couple of questions to ask you before we end our call.

utterance: would you like any further information about setting up online banking in order to transfer funds more conveniently in the future?

utterance: no, not right now cuz I'm actually gonna I would like to close that savings account and you know, so now I won't be transferring between accounts just for for right now. I'm not gonna be able to have the minimum balance probably for the next couple of months in there. So I just wanna close the savings account and when I'm ready, you know, when I'm able to I will open another one with you guys.

utterance: Certainly and then the last question I had was your reason for wanting to close your account.

utterance: The savings account .

utterance: like I was saying there, I'm not gonna have the amount the minimum balance in there. So instead of being charged the fees I'm like to close the account.

utterance: Gotcha. OK, I understand.

utterance: I'll go ahead and start that process right now. It takes just a few minutes and then I'll get a confirmation of that account closure to your email as well, OK?

utterance: OK, great. Thank you.

utterance: You're welcome.

utterance: OK Ms. Johns, I have just sent out a a email to your current email that we have on file and that has in it within it why you wanted to close your account and also a link in there if you would like to reopen an account with us online in in the future just to make that easier for you. I know you said that you might possibly do that so I included that link and was there anything else that I could help you with today?

utterance: No, that's everything. Thank you so much for your help. I appreciate it.

utterance: You are very welcome, Ms. Johns. I hope you have a wonderful rest of your day.

utterance: Thanks. You too, darling.

utterance: Thank you. Bye bye.

utterance: Bye bye.


utterance: Good morning. Thank you for calling Intellibank. This is Mandy. How can I help you?

utterance: Hey Mandy. This is Miguel Johnson.

utterance: Hey Miguel. What can I do for you today?

utterance: Oh I need to check the available balance in my account.

utterance: OK. Certainly. I can definitely help you with that. Just give me one moment here to pull up my screen. OK. Can I please get your date of birth?

utterance: that's, June twelfth of nineteen eighty.

utterance: OK. Can I please get your driver's license number?

utterance: yeah, hold on. Let me get that out of my wallet. That's two oh three. X. X as in X-ray. Ninety four fifty eight.

utterance: Address?

utterance: Oh I live at eighty eight, Cactus Lane. , San Miguel, California. Nine two eight three.

utterance: OK. And it looks like you do have a security question here on your account. What is the color of your favorite shoe?

utterance: Oh that's Rose gold?

utterance: Yes. That does appear to be correct. OK. Let me check your balance here. Are you just wanting to know your checking account balance today?

utterance: for now.

utterance: OK. Looks like your balance is one thousand eight hundred twelve dollars and sixty five cents.

utterance: OK.

utterance: Is there anything I can help you with regarding your account specifically today?

utterance: yeah. I need to transfer some money to my grandmother.

utterance: OK. So you're looking to do a wire transfer then?

utterance: Oh yeah. That's what it is. Yes.

utterance: OK. I can definitely help you with that. So, we're looking to transfer from your checking account. Just to double check. That's correct?

utterance: Yes.

utterance: OK. And how much are you wanting to transfer?

utterance: two hundred and fifty dollars.

utterance: Two hundred and fifty. OK. And, is your grandmother in domebye bye, is she, domestic or is she international?

utterance: she's international.

utterance: OK. Now, just to let you know, there is an additional fee for wire transfers, that are international. That is a twenty five dollar fee.

utterance: What? Wait, twenty five dollars just to send the money?

utterance: Yes. That is correct.

utterance: That's awfully steep. Is there a, a cheaper way of doing this? That's faster, or, just some other way?

utterance: Unfortunately, I would recommend doing a wire transfer here through the banking institution. As it is a lot more secure than, trying to send international mail or money orders.

utterance: Well, she's sick so yeah, all right. I'll I'll I'll pay the money this time.

utterance: OK. do you have the routing number for the deposit?

utterance: yes. Hold on a second. Let me pull up that routing number for you. Yes. I have that right over here. I believe this is the correct one. Sorry, this is my first time doing this. The routing number. Is fifty three. Seventy nine. One oh seven. Nine nine oh one.

utterance: OK. do you have her deposit number, or her, I'm sorry. Her account number for her deposit?

utterance: Gobye bye, first the twenty five. All right. Hold on. Let me, pull that information up real quick. I can send her a text. OK. Yeah. I got it right here. Its fifty six. Seven nine. One oh four.

utterance: OK. Got that here for you. OK. And when are you wanting to send this?

utterance: Well, I need to send it today, obviously.

utterance: OK. I will get that scheduled to be sent today. And I have, a, amount to send of two hundred and fifty dollars. Plus the additional twenty-five dollar fee. To do this.

utterance: And will that be instantaneous?

utterance: Yes. It will.

utterance: OK.

utterance: You will need to provide her with a, verification number. So that she can double check to make sure.

utterance: All right. Let me get a pen.

utterance: OK. That number is, A one five seven. P P eight.

utterance: That's P P eight?

utterance: Yes. That's correct.

utterance: All right.

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

utterance: No. That'll be it.

utterance: OK. This'll be sent here and you can let your grandmother know to be expecting it.

utterance: All right. I will.

utterance: OK. If there's nothing else I can help you with today, you have a great day now.

utterance: You too.

utterance: Bye bye.


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

utterance: Hi Daisy. I just found out that I have and Intellibank branch right, practically right next to me.

utterance: OK. So, we've opened a branch next to you. Do you need the hours or how can I help you?

utterance: there's. I have a bank account with a bank all the way across town. But I think that this Intellibank would be much more convenient for me.

utterance: All right I just want to confirm, we're Intellibank. You said Intellibank.

utterance: Yeah. Intellibank.

utterance: OK. So, a new branch has opened by you. You have an account across town. Are you looking to open a checking or savings account with us?

utterance: I'd like to open a checking account please.

utterance: Absolutely! We do have three different kinds of checking accounts to choose from. We have free checking for customers under the age of twenty-five or those who keep a minimum daily balance of five hundred. An interest bearing checking account for those who keep a minimum daily balance of ten thousand, this account pays an annual interest rate of one point nine percent. Or we have flex checking, there's no minimum daily balance but there is a service fee of three ninety-nine a month. Would one of those work for you?

utterance: with that free checking account for people under the age of twenty-five, what would happen after I turn twenty-five? Would my account be closed?

utterance: after you turn twenty-five, no you would not lose your account. You would just be expected to keep a minimum daily balance of five hundred.

utterance: OK, then let's do that one.

utterance: Absolutely. Let me just pull up my account creation screen. You. Just to confirm, you do not already have an account with Intellibank?

utterance: No.

utterance: OK. What is your full name and spell it for me please?

utterance: It's George Emory. G E O R G E. E M O R Y.

utterance: Thank you. Your address?

utterance: It's one fifty-three Pinecone Circle. That's in Branson, Missouri. the the ZIP code is five five three two four.

utterance: Thank you. And what is your phone number?

utterance: It's six one two two two nine three nine zero nine. And just in case you need it, my email is G Emory at Hotmail dot com.

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

utterance: Yes.

utterance: Thank you. And your date of birth?

utterance: September twenty-first nineteen ninety-nine.

utterance: got it! And your social security number please?

utterance: It's four two one three eight four four eight one.

utterance: Thank you. And for security questions, you get to pick. Would you like it to be your mother's maiden name, your first pet's name, or the street you grew up on?

utterance: I'd like to. I'd like it to be the street I grew up on, which is Main Street.

utterance: Street you grew up on. Main Street. Got it. All right, and we're gonna do the free checking?

utterance: Yes.

utterance: Sorry, yes. You had asked for that one in the beginning. OK. Free checking account. I have created that account. Your checking account number is zero zero one six three nine two two one seven. How would you like to fund it?

utterance: I'd like to transfer money from my bank across town.

utterance: Absolutely. I'll be happy to help you with that. How much will we be transferring?

utterance: one thousand five hundred.

utterance: OK. And what is the routing number please?

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

utterance: Thank you. And the account number?

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

utterance: Thank you. One moment while I put all this information together and then I will ask you to confirm before I submit.

utterance: All right. I have George Emory is authorizing a domestic wire transfer in the amount of fifteen hundred dollars to his Intellibank checking account number zero zero one six three nine two two one seven. These funds will be coming from routing number nine eight two five four three six four four and account number seven four five six two eight nine nine one zero. Is this correct?

utterance: Yeah, that's right.

utterance: OK. I'll go ahead and process that. In just a moment I will have a confirmation number ready for you.

utterance: OK. How's your day going?

utterance: so far, so good. Been keeping pretty busy all day. How about you?

utterance: it's great, you know? I've been paying like five dollars a month to maintain my account with my other bank. So, it's good to know I have a free account now.

utterance: Absolutely. Yeah, I have that confirmation number ready for you.

utterance: OK.

utterance: Nine nine one seven six two nine.

utterance: Nine nine one seven six two nine. Got it.

utterance: You.

utterance: You got it! Is there anything else I can help you with?

utterance: no, I think that's it.

utterance: OK. Well thank you for calling Intellibank and have a great day!

utterance: You too, thanks.

utterance: Yep, bye bye.

utterance: Bye.


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

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

utterance: I'm doing great, Kim. Thanks for asking. How are you?

utterance: I'm doing great. It's been a wonderful weekend. I've enjoyed the weather outside it it really has been nice.

utterance: That is awesome. I am stuck in my office unfortunately working this weekend, so I only get to see it from my window but Yeah, it's been beautiful. I live at the beach and so it's been super muggy and hot and then finally finally it broke. I can't say that it's cool but it isn't muggy and hot anymore. At least the humidity's gone. So I look forward to the cooler temperatures coming. probably in November. We we we stay pretty warm here until. I mean sometimes we wear shorts here at Christmas which is awesome.

utterance: Oh, no.

utterance: Yeah, that is great.

utterance: I do enjoy that. I'm just ready for this humidity to go away so I can enjoy some beach days without sweating all our makeup off.

utterance: Yes.

utterance: Right, I'm hearing that. OK well that I would love to live at the beach. That really, really sounds exceptional.

utterance: It is! It's wonderful. I mean really there are no down sides except for living here in South Carolina. I don't know if you know much about it but it's like the buggiest of places. There's so many and it's like Spidertopia. There's spiders everywhere and I hate them.

utterance: Oh, no.

utterance: Yes. No, that's no good. I've been I've been to to Myrtle Beach South Carolina a couple of times but I mean I. Oh OK. I stayed in some hotels. I didn't experience too much you know too too many bugs but I haven't been I don't think in areas that are are extra buggy.

utterance: So.

utterance: There's that.

utterance: Yeah.

utterance: That's where I am.

utterance: Oh goodness, then you are blessed because let me tell you if you go to some of these apartment complexes or condos, I'm telling you there's a certain part of the year where you literally look like you've walked into the Arachnophobia movie. It's insane. It is so scary. Yes, yes! So I obviously really love the water to stay here.

utterance: No.

utterance: Oh yes! Oh my goodness.

utterance: Yeah.

utterance: OK, well I was calling today to check my account balance please.

utterance: Sure, I can help you with that. I know you said your first name's Kim. Can you tell me what your last name is please?

utterance: sure. My name is Kim and last name is Johns. J O H N S.

utterance: OK, thank you so much Miss Johns. I just have a few other questions to ask you so that I can access your account for you.

utterance: Sure.

utterance: can you please provide me with your date of birth?

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

utterance: Awesome, thank you so much. And your security question is what is your maidens. What's your . Excuse me. What is your mother's maiden name?

utterance: Mhm.

utterance: no worries. It's Murphy.

utterance: All right, awesome. And what type of account are we checking the balance on?

utterance: this is my my checking account.

utterance: Your checking account. OK. And can you please provide me with that account number?

utterance: Yes.

utterance: sure, let me see here. Hold on one second here. I just had it in front of me.

utterance: Sure, take your time.

utterance: I'm so sorry. I'm not sure thought I had it written down right in front of me and I cannot find it.

utterance: Oh no. OK. Well I can give you a few more moments if you'd like to look some more. I I unfortunately can't give you your account balance without that number being confirmed from you.

utterance: I understand. I understand absolutely.

utterance: One second here.

utterance: Sure, take your time Miss Johns.

utterance: I am having zero luck. I I I could have sworn I had it written right on this pad of paper and I've looked all through it and I cannot find it and I I don't I don't have my my checkbook right near me. and I actually am not quite sure right this moment where to where to find it. I did want to Man, I wanted to I wanted to close

utterance: My goodness.

utterance: I'm sorry. Go ahead.

utterance: I I had wanted to actually close my account. close my or excuse me my savings account with you as well and I had both of those account numbers written on the same paper and I can't find either.

utterance: Oh no! Well, I do apologize Miss Johns. I I cannot I can't give you any information about your balance if you don't have that account number handy. have you. Do you have access to your online banking account? Maybe you can find the number there?

utterance: I do have the I do have my online account set up. I'm sorry. I was just trying to look for those account numbers. I guess I'll have to call back.

utterance: OK. All righty. Well, I do apologize. I certainly wish that I could help you with this today. and and you said the second thing that you wanted was to close your savings account.

utterance: Right.

utterance: Right.

utterance: Yeah and I can't find either account number so, you know, I know you won't be able to help me with that either.

utterance: Don't worry. I I hate that. Well, Miss Johns we're open for a couple of more hours so if you're able to locate those account numbers please do give us a call back. Also, check your online banking account I'm pretty sure there's somewhere. I I feel like there's somewhere on the online banking account where you can find those numbers, but I'm not sure because we have had some updates to the website so it may only display the last six digits.

utterance: Unfortunately.

utterance: OK.

utterance: So I I'm not certain. I I need to familiarize myself with that as well. I do apologize. was there anything else that I could do for you today?

utterance: Nope, that's everything.

utterance: OK Miss Johns. I I again, we appreciate your loyalty and your business here at Intellibank and I I hope you can find those account numbers and if I don't speak to you again, have a wonderful rest of your weekend.

utterance: Thank you. You too, hun.

utterance: Thank you! Bye.

utterance: Bye bye.


utterance: Thank you for calling Intellibank customer services. This is Steven. How can I help you?

utterance: yes. I'm I'm looking to buy some tires and I need to know if I've got enough money.

utterance: All right. Well I can certainly help you with that. Do you have a checking or savings account all these?

utterance: I have both.

utterance: All right. Well lemme go ahead and get your information and I'll pull that up and I can provide you with your account balance.

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

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

utterance: All right and your date of birth for me?

utterance: May twelfth nineteen sixty.

utterance: Thank you. The last four of your social please.

utterance: hang on just one second while I get it.

utterance: OK. I've got it. It is eight zero one one.

utterance: All right. Thank you. And if you'll just verify the answer to this security question. What was the make of your first car?

utterance: A nineteen sixty-eight Chevrolet Camero.

utterance: All right. Thank you sir. I've got your account verified and pulled up in front of me. And yes. You do have a checking and a savings account with us. Would you like the balance on both of those accounts today?

utterance: let's look at my Intellibank checking account.

utterance: All right. Is that the Intellibank checking account sir?

utterance: yes. Intellibank not Intellibank.

utterance: All right sir. Your your checking account balance as of today is two thousand three hundred and fifteen dollars and sixteen cents.

utterance: OK. That should be enough to buy some tires.

utterance: All right sir.

utterance: So how is the weather doing there where you're at?

utterance: the weather's been pretty mild really. It's not too cold not too warm. Pretty pretty good fall weather.

utterance: That's good. It's been pretty warm here. Sun's been out. Pretty hot at times.

utterance: Oh yes but the sun does give you the time to go outside and enjoy the weather.

utterance: That's right .

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

utterance: lemme ask you this my checking account. Am I getting any interest off my checking account?

utterance: yes sir. The interest on that checking account is point zero zero one percent annual.

utterance: OK. There's an. Do I have to have a minimum balance in my checking account to get that?

utterance: Yes sir. That interest rate will only pay on every dollar above your first fifteen hundred.

utterance: OK. That's not too bad. All right. I do appreciate it then.

utterance: Absolutely sir. Is there anything else that I can help you with today?

utterance: can't think of anything.

utterance: All right. Well if you'll just hold on the line for me. There'll be a brief survey that you can fill out. Let us know how we did today and how we can service you better in the future.

utterance: OK.

utterance: All right sir. You have a wonderful day.

utterance: All right. Thank you.

utterance: Thank you.


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

utterance: yes, hello. I'm calling to I have a I have multiple accounts in this bank but I'm calling about my credit card today. I have a charge that I need to dispute.

utterance: can you help me with that over the phone?

utterance: Absolutely, I can. first of all let me open your accounts up and find out to see what you're talking about. I'm gonna need some information

utterance: Can I start with having your full name?

utterance: yes. My name is Sara.

utterance: S A R A. Dunning. D U N N I N G.

utterance: I live at forty-five forty-two Cherry Street. C H E R R Y. street.

utterance: let's see. What else do you need from me?

utterance: Actually, we'll just take it one piece at a time. So I have your name which is Sara Dunning. I do not need your address but I am going to need your date of birth.

utterance: OK I'm sorry. It's oh eight eight seven nineteen eighty.

utterance: OK and also I would like to if you had it handy I would like to have your driver's license number.

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

utterance: OK thank you. Let me pull up your account here. Just give me one second.

utterance: Huh OK. No problem. I mean like I feel like I have to have like all my pieces of information like out in front of me. It's so funny. It's like if you ask me without having it in front of me I wouldn't even know if I will remember my own address. I'm just not used to saying it as many times.

utterance: That's no problem. We actually didn't need your address but for you said that you were disputing a charge. Did you say it was gonna be on your credit card account?

utterance: yes. It's gonna be on my credit card.

utterance: Well for that account, I need one extra piece of information because you have a security measure set up. for that. Just so people you know to keep it safe and it's gonna need It's a security question and I'm gonna need your mother's maiden name.

utterance: OK. That one's easy. That is Martin. M A R T I N.

utterance: OK. I'm looking into. I have all your accounts in front of me. I have all your checking, savings your credit card account and you called about disputing a charge on your credit card. Correct?

utterance: yes. So I am looking here. I have a double charge on my credit card. It's for fourteen ninety-nine on on June twentieth from a company called Roebucks. I am fine with one charge but they charged me twice for the same exact thing. So I'm gonna need that to be disputed and like delete it. I don't wanna pay it twice.

utterance: OK. That's no problem. I see exactly what you're talking about. I see that you were charged twice. Basically, a minute apart from the same company and on the same date and you have you have a security and fraud protection plan on this account so we're gonna flag it and we're gonna make sure that it's look into and it's it's taken care of. that's should be no problem. Let me make the notes on the account now.

utterance: Oh yeah. You know while I got you on the phone the other day I actually got something in in the mail about my my credit card saying that like the interest rates were going up.

utterance: But I thought like since I already had the account you know I was like grandfathered in and I I don't know why it will be like going up.

utterance: Oh OK. No problem. I'll be happy to take take a look at that too we'll go ahead and get this charge dispute taken care of and then we will go ahead and take a look of your interest rates. So for the for the credit card you have two charges. Fourteen ninety-nine from Roblox Roebucks on six twenty twenty-one. I'm going to go ahead and flag one of them.

utterance: You will not be charged the second fourteen ninety-nine. It will still stay on your account for like fourteen business days that's just a standard procedure for someone to look into it to investigate it and make sure that it's an unnecessary, irrelevant charge that it's being disputed and it will be taken care of.

utterance: let me see here.

utterance: OK and let me into your credit card and just. Just to be sure about the interest rates, will you actually go ahead and verify your account number, your actual credit card number for me?

utterance: yes. It's four four eight five nine nine five nine four four two five nine seven four three.

utterance: OK. I just want to make sure that's the number that we're gonna use to take a look at the interest rates. Hold on. Let me pull up the page that has all of the ongoing revisions.

utterance: I actually. Actually, you know what if we got the dispute taken care of I'm not even sure what I saw the other day. Honestly. It might had just been just a piece of junk mail so if we have that dispute taken care of I'm just gonna like leave it alone cuz I gotta get off the phone. I'm on my lunch break so I can't sit here too long.

utterance: Oh OK. No problem. I mean I will be happy to look into this for you. It will take a few minutes but the dispute is taken cared of.

utterance: You will know. You know, like I said, in in two weeks that that should be completely off your account. You will be charged the fourteen ninety-nine one time.

utterance: That will be come out of your account Goddard Roebucks but the second one will be null and void.

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

utterance: no. I think I'm gonna look into. I I'll have to look over that piece of mail more carefully before we get into this. I could be completely wrong and I I don't wanna sit here waste anybody's time. I I just kinda glanced at it.

utterance: OK, ma'am. No problem. You take a look at that and if you have any questions, please feel free to call us and we will explain anything to you.

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

utterance: no. Actually, that this is perfect. Thank you. Thank you for taking care of that dispute for me I. I'll keep a eye on it and hopefully it'll be gone in two weeks.

utterance: Yes, ma'am. You thank you for calling and have a great day. Bye.


utterance: Good morning, this is Intellibank. This is Tim. May I help you?

utterance: Yes. I need to speak to someone about a credit card purchase that I did not make.

utterance: OK, Ma'am. What is your name?

utterance: My name is Sally Rogers. R O G E R S.

utterance: OK, Sally. I just need to know what your account number is.

utterance: So you want my credit card number?

utterance: No. What I need is. do you happen to have a check with you?

utterance: Yep. Yeah, but this was, this was a credit card.

utterance: I know. I need to look at your account number.

utterance: Oh.

utterance: So I can see if you have any kind of like security questions or anything like that.

utterance: Uh-huh.

utterance: And I'll tell you why. The the number that you're looking for is at the very bottom of your check. The first number is gonna be your your check number. The second number is gonna be the account number and that's what we need. And the third number is gonna be your routing number. So it's the one right in the middle that we need.

utterance: OK, just a minute. Let me go get my check book.

utterance: OK. Now I have my checkbook. Let me find, let me find my number. All right, I think this is it. Zero zero four three six two seven four two.

utterance: Well, actually, Ma'am, that's that's the routing number. It's the number right before that.

utterance: Oh. OK. I think I see it. Try this. Is it five four six three eight zero zero?

utterance: Yes, Ma'am. That's that's what it says it is. OK, so give me a second. Let me put this in and I will look at your account.

utterance: All right, thank you.

utterance: OK, Ma'am. It does say that you have a security question on your account. The question is What is your mother's maiden name?

utterance: her name is Phillips.

utterance: OK. And just so I know that I actually have the right person what is your date of birth?

utterance: My date of birth is November fourth nineteen eighty-four.

utterance: OK, and what is your driver's license number?

utterance: Hold just a minute, I don't have that. Let me go get it.

utterance: OK, the driver's number is three two seven. Oh just a, no that's wrong. Just a minute. Let me say that again. Three two six four three seven zero two one.

utterance: OK, and what was the date that your, this transaction came through your account?

utterance: Well, it shows that it was on July the twenty-third.

utterance: OK, let me see if I can find it real quick. OK, and how much did you say this transaction was for?

utterance: Seven hundred fifty-three dollars and eight nine cents.

utterance: that's quite a bit.

utterance: I know. It was just, boy, when I saw it, it just stood out to me.

utterance: OK, so I'm guessing that you don't recognize this transaction.

utterance: No! It happened in some other country. It wasn't even from the United States.

utterance: OK. So is there anyone else that's on your account that maybe might have made this purchase?

utterance: No. Only people live here just me and my dog, and my dog has not been shopping in this other country, well he doesn't shop at all, but you know.

utterance: OK. So I guess we need to figure out what is the dispute reason. I have to actually put that down. So let me see. we have do not recognize, that's I'm guessing that's probably gonna be the the correct one. Let's just mark that.

utterance: Well

utterance: I did not make this transaction.

utterance: OK, and have you called the company yet?

utterance: Well, no. I don't know this country. It's not even in United States. I wouldn't even know how to call some other country.

utterance: OK. Well, let me look at the I can look at the back of the check here and it will tell me what bank that it actually cleared from. So it'll take me just a second.

utterance: OK. I I see it here. It looks like it it came through the the Bank of of Philadelphia.

utterance: Philadelphia. I've never even been to Philadelphia.

utterance: OK. Well, I guess then what we need to do is go ahead and fill out the dispute form. Now it will take me a few minutes to fill this out and so give me just a minute.

utterance: OK, I'm gonna have to go let my dog out. Just a minute. Do you have any dogs?

utterance: I do have a dog. but he doesn't make any purchases either.

utterance: Well, just a minute. Let me let my dog out. He's needing to go out.

utterance: OK, so I've got your debit card.

utterance: OK I'm back.

utterance: I'm finished. So, what I need you to do is, I will need you in the next two or three days to come by one of the branches and to sign this for me. Is there any branch that would be better for you?

utterance: Well, I, I, usually go on the east side of town.

utterance: OK, we have a branch on the east side of town. And I'll tell you what. I will even make this easier for you. I will actually send it to a guy named Ken. When you go in, just ask for a guy for Ken and he will have your piece of paper that you need to sign.

utterance: OK.

utterance: So and what time do you think that you will you will go to the branch?

utterance: Well, my dog has a groomer appointment in the morning at eleven and so I can probably drop him off at the groomer and then go over there after that.

utterance: OK. I'll tell Ken that he'll expect you sometime after eleven.

utterance: OK.

utterance: OK. Well, Sally it was been good talking to you. And if you ever need anything else just let me know.

utterance: OK, thank you.

utterance: OK, goodbye.