utterance: Thank you for calling Intellibank. My name is Shaun how may I be of service?

utterance: Good day sir. My name is Richard Branson. I'm a customer of Intellibank. I will like to do a few transactions and also close my account. Can you help me with that?

utterance: OK, Mr. Richard. if I got it correctly, you'll like to do a few transactions. And also close your account.

utterance: Yes, please.

utterance: OK. before we proceed I will like to ask you a few questions like the normal routine to follow the right procedure. So can I have your full name again, please?

utterance: like I said my name is Richard Branson.

utterance: OK, sir. can I have your account number, please?

utterance: OK. My account number is double. Oh sorry it's yeah, it's double zero seven two four eight nine five four seven.

utterance: OK, Mr. Richard. if I got it correctly your account number is zero zero seven two four eight nine five four seven.

utterance: Yes, Shaun. That's correct.

utterance: OK, so. All right, your date of birth, please?

utterance: OK. that is twenty-second of may nineteen eighty-two.

utterance: OK, sir, date of birth check, names check, account numbers check. All right, sir. Before I proceed I would have to ask you security questions. Can I go ahead, sir?

utterance: Please go ahead.

utterance: OK, please can you provide your mother's maiden name? that's one of the security questions I'm supposed to ask you, sir.

utterance: OK, my mother's maiden name is Mary Fletcher. Her last name was Fletcher.

utterance: OK, sir that is correct. your pet name, please? One of the security questions too.

utterance: OK, my pet name is Noodles.

utterance: come again, sir?

utterance: Noodles Noodles she's a dog.

utterance: OK, sir. Correct. All right, what can I help you with today, sir? What transaction would you like to do?

utterance: I will like to close my account and transfer the remaining funds to a Wells Fargo account.

utterance: OK, sir. You'll like to close your account with our bank?

utterance: Yes. I got a message from Intellibank a couple of days ago on some products and services. but nevertheless, I'll select to close my account.

utterance: OK, sir. you said you got a message from us? Maybe that's one of our promotion message but I will like to ask you for the reason of closure. Why do you want to close your account? Is there something we can talk about? Is there a way we can keep you and make you remain our customer or it's a personal reason?

utterance: Shaun, I said I will like to close my account and move the money. That's all you need to know. So, are you doing it?

utterance: OK, sir. OK, you'll like to close your account with Intellibank. OK. All right, sir. I'm gonna send you a form for account closure. I like you to provide your email address, so I can forward the form to your mailbox and you can fill and send it back to us.

utterance: No problem Shaun. Should I give you my email address now?

utterance: Yes sir.

utterance: OK, my email address is Richard dot Branson at Gmail dot com.

utterance: OK sir you said your email is Richard dot Branson at Gmail dot com.

utterance: That's correct.

utterance: OK, sir. I have forwarded the mail to you now. OK, so how would you like to. Where would you like to transfer the funds to?

utterance: OK, I'll like to transfer the funds to my wife's account. The the Wells Fargo account.

utterance: OK, sir. Sir please can you tell me where you're calling from?

utterance: OK, I'm calling from San Jose in California.

utterance: OK, San Jose California.

utterance: Yes, Shaun.

utterance: All right, sir. So, you'll like to move the remaining funds to your wife's Wells Fargo account.

utterance: Yes, please.

utterance: OK, so what type of account is your wife running? Is it a checking or a savings account?

utterance: It's a checking account.

utterance: OK, sir. can I have the deposit routing number?

utterance: OK. the routing number is eight two five three double three four two seven.

utterance: OK sir if I got it correctly you said the routing number is eight two five three double three four two seven.

utterance: Yes, please.

utterance: OK. which of the account are you transferring from sir? Cuz I can see on my system you have two account with us.

utterance: OK, I'm transferring from the one that starts with double zero.

utterance: OK, sir. can you give me that account number again?

utterance: OK. Double zero seven two four eight nine five four seven.

utterance: OK sir I got that. I'm going to need an instruction from you, so I'm going to send you a form to just fill and send back but before then I'll like to ask for your last four digit first six and last four digits of your credit card. That is linked to the account.

utterance: OK. OK, Shaun. I have a master card, is that fine?

utterance: Yes, the master card is fine sir.

utterance: OK. the first four digit of the master card is five two two five two two. you got that?

utterance: Yes sir.

utterance: And the last four digit, is four eight one eight. You got that?

utterance: Yes sir. I got that. OK, can I have your last four digit of your social security number?

utterance: OK, the last four digits of my social security number is four eight eight eight.

utterance: OK, you said four triple eight?

utterance: Yes, Shaun.

utterance: OK, sir. so the transfer is going to take twenty-four hours and the account closure is going to take forty-eight hours after you fill the form sir, and send back to us.

utterance: OK, Shaun, that's fine. I also want to make an inquiry about your travel card. How does it work?

utterance: OK, sir. You mean travelers card?

utterance: Yes, Shaun. Your traveler's card. My bad apologies.

utterance: OK. sir traveler's card is is a form of credit card. you just load the money. Is like a cash back credit card. You apply for it. We give you up to the amount your credit score can take and then we we issue the card to you.

utterance: OK, Shaun, that's fine. I would I'll get that. I'll do that later.

utterance: OK, sir. would you like to know about our other products?

utterance: No thank you, Shaun. I'm already closing my account with you. I'll do that later.

utterance: OK, sir. will that be all I can help you with sir?

utterance: Yes please, that'll be all. So I'll be waiting for my account closure form and the other form.

utterance: OK, sir. So what is the receiver's name? The deposit account in Wells Fargo?

utterance: OK, her name is Ellen Branson. That is her name.

utterance: OK, sir. Is there any other thing I can help you with sir?

utterance: That'll be all Shaun.

utterance: All right sir. Thank you for using Intellibank. Do have a wonderful day.

utterance: Thank you, Shaun.

utterance: Bye, sir.

utterance: Bye.


speaker_role: Agent

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

speaker_role: Customer

utterance: I got this notice in the mail regarding a rate increase.

utterance: But an agent told me that the rate was fixed till the end of the year.

utterance: Trying to understand what's that for and if you can help me with any info. That'll be great.

utterance: My husband and I just got back from vacation at the beach and just got the letter when we returned.

utterance: Certainly. I'd be more than happy to assist you with that today.

utterance: A beach vacation sounds lovely for this time of year. I hope you had a nice time.

utterance: We had a very nice time.

utterance: In order to access your account and research the letter that you received, I need to obtain some information about your account.

utterance: I sure am glad I called Intel Bank when I did.

utterance: I'm sorry, ma'am. Did you mean Intellibank?

utterance: Oh yes, of course.

utterance: Let me get your information so I can look up your account. I have May I have the first and last name?

utterance: Jennifer Jones.

utterance: Date of birth?

utterance: Ten fourteen nineteen sixty-eight.

utterance: Just a moment while I get my card. Forty-five sixty-two sixty-nine eighty-seven forty-five eighty-seven twenty-three fifty-six.

utterance: Credit.

utterance: And bank account number?

utterance: Five six two three two one.

utterance: I need to confirm your information back as you have given it to me for security purposes.

utterance: I have the first name is Jim the name is Jennifer Jones.

utterance: Date of birth ten fourteen nineteen sixty-eight and card number is four five six two six nine eight seven four five eight seven two three six five with bank account numbers five six two three two one.

utterance: Mhm. We did do a campaign. Offering select customers a rate lock to give our loyal customers that lock in rate. All rate increases were effective immediately as was handed down by our corporate offices.

utterance: However, we do have a promotion right now that will lock in your rate for twelve months. Let me check to see if that offer is available to you. Give me a moment to check.

utterance: Sure, no problem. I really hope I could get the rate locked for the next twelve months.

utterance: That would really help me out a lot.

utterance: Great news, Ms. Jones. We can give you a promo to lock your rate for a full twelve months.

utterance: Would you like to go ahead and take care of that today on this call?

utterance: Oh, yes. That would great. me and my family.

utterance: Allow me a moment to make changes to your account to reflect that twelve months locked-in rate for you.

utterance: Sure, no problem. Can you tell me is the travel card still available?

utterance: Oh, do you mean the travelers card, Ms. Jones?

utterance: Oh, yes.

utterance: That's it.

utterance: Unfortunately, they have discontinued the travelers card at this time.

utterance: I have successfully added that locked-in rate to you for the next twelve months.

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

utterance: Yes. I need to make an an internal transfer today between accounts.

utterance: Certainly. I can help you with that.

utterance: Unfortunately, I am required by law to ask all your information again. I do apologize for the repetitive nature of my questions.

utterance: I understand.

utterance: May I have the first and last name.

utterance: Jennifer Jones.

utterance: Date of birth.

utterance: Ten fourteen nineteen sixty-eight.

utterance: Driver's license number.

utterance: J one two six eight nine four.

utterance: And security question. What street did you grow up on?

utterance: Park Street.

utterance: And what is the withdrawal bank account number you wish the money to be withdrawn from?

utterance: Five six two three two one.

utterance: And the dollar amount for the transaction?

utterance: One thousand nine hundred.

utterance: And is this account going to be domestic, in the US, or international?

utterance: Domestic.

utterance: And the deposit routing number?

utterance: Two six zero nine nine nine five six zero.

utterance: And the deposit account number?

utterance: Six nine eight seven eight four.

utterance: I need to confirm your information back to you as you have given to me for security purposes.

utterance: I have the first and last name as Jennifer Jones. Date of birth, ten fourteen nineteen sixty-eight. Driver's license number J one two six eight nine four.

utterance: Security question was the street you grew up on which is Park Street. Withdrawal bank account number is five six two three two one.

utterance: Dollar amount, nineteen hundred dollars and this is a domestic money transfer. Routing number two six zero nine nine nine five six zero.

utterance: Deposit account number six nine eight seven eight four.

utterance: For account number five six two three two one, your balance is eight thousand nine hundred and sixty-five dollars and thirty-two cents.

utterance: After the transfer is complete, the balance will be seven thousand sixty-five dollars and thirty-two cents.

utterance: All US transactions will retain a fee of two ninety-nine in all fifty states.

utterance: While international transactions are eight ninety-nine per transaction. If funds cannot be accepted, it will return to your account within thirty days.

utterance: Your wire transfer has been complete and will be available to the recipient within three business days from today.

utterance: Thank you very much.

utterance: Would you like information about online banking? You can access information easily online and check your balance or transfer funds for more more conveniently in the future?

utterance: Not today.

utterance: No. But thank you for all your help today, Dana.

utterance: Thank you for calling Intellibank and have a nice day.


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

utterance: So I received a letter in the mail from Intellibank and it was thanking me for opening a business account. But I didn't open a business account, so I don't really know what's going on.

utterance: OK. Let me check on that for you. Who am I speaking with today?

utterance: This is Jill Baker.

utterance: Alright. Do you prefer that I call you Jill or Ms. Baker?

utterance: You can call me Jill.

utterance: Alright Jill. Did the letter have an account number on it?

utterance: No it does not. It doesn't have anything.

utterance: Did it possibly mention an agent name with Intellibank on the letter anywhere?

utterance: It just shows Intellibank financial services at the bottom but there's no name. And it doesn't even look like a legit contact number.

utterance: OK. That's no problem. Let's just take a look at your account here and see what might be going on today. OK? What is your actual account number?

utterance: It's nine eight seven night eight six seven. And my social is three four zero seven six zero eight nine seven.

utterance: OK. Thank you for that information Jill. I should only need your account number to pull your information up. But can I also get your date of birth?

utterance: It's March second of nineteen eighty.

utterance: All right and it looks like you have a security question. Could you also please tell me the city you were born in?

utterance: OK. Yes. That's fine.

utterance: Alright. I did find your account. And I am only showing a checking and savings account and it's a personal account with Intellibank. Did the letter that you receive. Did it have a letterhead for Intellibank on it by any chance?

utterance: Yeah it does but the logo looks really weird. Like it doesn't look like the normal bank logo.

utterance: OK. Jill. So we do not have a business bank account for you. So I think that this might be a scam or a phishing letter that you've received. But what I'm going to do here is make some notes on your account and notify our fraud department of this possible scheme. OK?

utterance: Alright. So should I just ignore it or like make a police report? What do I do?

utterance: Alright Jill. I want to look at your account transaction just a little bit further. just to see and just to make sure that no fraud has occurred. If it's just a letter and they're just phishing for information from you. You can just ignore the letter. But we Let me just check real quick. I'm gonna I'm gonna go ahead and look at your account here. I'm going to go in to read two transactions to you from each of your accounts. Both the savings and the checkings. And if you can just confirm whether or not that you were the one responsible for those for those transactions on the account. we'll just verify those real quick to make sure there's nothing happening out of sorts here. OK?

utterance: OK.

utterance: So the first two are going to be for your savings account ending in eight seven six seven. And the first one is a transaction for thirty-one dollars and eighty-nine cents to a JJ Barbeque. Do you recognize that transaction?

utterance: Yes that was mine. That was definitely ours.

utterance: OK. And the second transaction for that account is a transfer to the checking account in the amount of a hundred and twenty dollars. Do you recognize that transaction?

utterance: Yes. That was mine too. That was actually my husband.

utterance: All right. So the next account we are going to check into is going to be your checking account ending in ninety-eight thirty-seven. So the first transaction we have on that one is for eighty-seven forty to a Dixon Pharmaceuticals. Do you recognize that transaction?

utterance: no I don't. Is that a pharmacy?

utterance: Yes. That's what it looks like. Let me read the next one to you as well. So it looks like the next transaction on the account is for forty-five eighty-seven. And that is to Dub's Dance Studio.

utterance: The dance studio one is mine for my daughter. But the pharmacy one is not. I don't. I don't even know. Where does it says the pharmacy was located.

utterance: It looks like that pharmacy shows that it is located in Shana, Pennsylvania.

utterance: Yeah. That is not mine. How do I dispute that? What do I do? I mean that's not my transaction.

utterance: OK. So what I'm gonna do is I'm gonna go ahead and flag this transaction as fraud and I'm gonna forward this to our fraud department. They're they will look into that transaction and try to get to the bottom of it. Since it was a debit card transaction I'm also going to cancel your current debit card just to be safe. But then I will send you out a replacement card with a new number on it as on it as well. You should receive a phone call within twenty-four to forty-eight hours from that fraud department. and they will just ask you some more questions and maybe get some more information from you so they can investigate that a little bit further.

utterance: I don't understand how this happened.

utterance: I know and I am very very sorry that this happened to you. If you can bear with me for just a moment. I'm gonna get all this information over to the fraud department and get all these notes in. Then I'm gonna get that card ordered for you. OK?

utterance: That's fine. I mean it snowed like twelve inches here last night anyways, so I'm not gonna be out using my card I guess. So. I guess it doesn't matter.

utterance: Oh my goodness. Twelve inches? Is it still snowing out or has the storm stopped?

utterance: It stopped for right now. But they're saying we might get anywhere from like six to another ten inches after midnight.

utterance: My goodness. That is crazy. Hopefully you have everything that you need to be snowed in and you are not gonna be put in any kind of bind.

utterance: I mean I think we will be OK which. It's just a little bit inconvenient. This whole scenario.

utterance: OK Jill. I understand that and I and again I apologize that you are having to go through this. I have noted your account and I've sent everything over to our fraud department. I have also got the new cards ordered for you. You should receive a call from from someone there within twenty-four to forty-eight hours from that fraud department. And you should receive those new cards within seven to ten business days. If you would also keep that letter that you received because they may ask you to to see that as well once they contact you. OK?

utterance: OK. That's fine. OK.

utterance: All right Jill. So again I'm very sorry this happened to you but Intellibank is going to do everything it can to help you resolve the matter. Is there anything else that I can do for you today?

utterance: And you said that they'd call me in how long?

utterance: They should call you within the next twenty-four to forty-eight hours to go over that dispute. But it could take up to thirty days for them to complete that dispute, so please bear that in mind as well. OK?

utterance: OK. I think that's everything.

utterance: Alright Jill. Well thank you for choosing Intellibank. And I hope your day gets better. OK? And you be careful in that storm.

utterance: Alright. Thank you.


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

utterance: Yes, I would like to open an account today.

utterance: OK, great.

utterance: I have an account with another bank already. But I've had nothing but trouble with them since I've opened my account. So I'm trying to find another bank.

utterance: Aww, I'm sorry to hear that. But I'm so glad you've chosen Intellibank to open a new account with. OK, can I get your first and last name please?

utterance: Yes, it's Jennifer Johnston.

utterance: OK, do you know what type of account you would like to open?

utterance: Yes, I'd like to open a checkings account.

utterance: OK, are you familiar with the types of checking accounts that we offer?

utterance: No, not really.

utterance: OK, that's all right. Are you wanting to open a personal or a business checking account today?

utterance: A personal.

utterance: OK, well we offer two types of personal checking accounts that I can tell you a little bit about. OK, we have our most popular checking account that's called Intellibank free checking. OK, this checking account requires a hundred dollar deposit to open the account. And you'll receive a free book of fifty checks every month. And you will also receive your free debit card, there's balance protection And there's free online banking. There's no monthly fees on this account as long as you sign up for direct deposit. And then we also have our second checking account that's called. Called Intellibank checking for all. this is our interest-bearing account. OK, there's no minimum deposit to sign up for it. And no monthly fees as long as you keep a balance of five thousand dollars in your account. OK, plus we pay a two point five percent interest rate on your money monthly, which is also. It's pretty high compared to other banks. OK, we receive. You'll receive free credit monitoring, free online banking, bounce protection, a debit card, and you'll also have the option to sign up for direct deposit, but it's not a requirement. Do you have any questions about either of these?

utterance: Yes, you said that the second one has to have how much in it monthly?

utterance: the checking for all has to have a minimum of five thousand dollars in it at all times in order to avoid fees.

utterance: Oh, OK.

utterance: OK, so which one would you be interested in, Jennifer?

utterance: I'm I think I'll go with the last. Or, the first one.

utterance: OK, the free checking?

utterance: Yes, that one.

utterance: OK, great. OK, let's get your info, and I'll get you set up with that today.

utterance: OK.

utterance: OK, so you said your full name was Jennifer Johnston, right?

utterance: Yep that's right.

utterance: OK, can I get your date of birth?

utterance: It's eight six two thousand.

utterance: OK, and what's your social security number?

utterance: It's two seven seven eight two five seven two two.

utterance: OK, so that's two seven seven, eight two, five seven two two.

utterance: Yes, that's correct.

utterance: OK, and can I get your physical address?

utterance: It's five nine nine Bluefield Road San Diego, California two two four three four.

utterance: OK, and we need to set up a security question for you.

utterance: OK.

utterance: OK, we have three to choose from. We have what's your mother's maiden name. Or, what's the name of your first pet. Or what's the street you grew up on.

utterance: let's do what's the street you grew up on.

utterance: OK, and what's the answer to that?

utterance: It's Adams Street.

utterance: OK. OK, so I think I have you all set up for your free checking. Cuz this requires a hundred dollar deposit. OK, you have up to five days to make the deposit to keep your checking account active. Would you like to take care of that today?

utterance: Yeah, I can do that today.

utterance: OK, great. OK, you can pay that over the phone with me now. Or, you could go to any branch and make that deposit there. which one would you like to do?

utterance: I'll pay over the phone now.

utterance: OK, will you be using a debit or credit card for that?

utterance: A debit card.

utterance: OK, and what's the name on the card?

utterance: It's Jennifer Johnston.

utterance: OK and what's the card number?

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

utterance: OK, I'm gonna repeat that back to you. It's five zero four seven zero zero one seven, eight nine one one three three one zero.

utterance: Yes, that's correct.

utterance: OK, and what's the billing ZIP code?

utterance: It's two two four three four.

utterance: OK, and what's the security code on the back of the card?

utterance: It's zero three three.

utterance: OK, Jennifer. Looks like you're all set up for your free checking. You should receive your debit card and your first book of fifty checks within the mail in probably within ten business days.

utterance: OK, thank you so much.

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

utterance: Nope, I think that's it. Thank you.

utterance: All right Jennifer, you have a good day.

utterance: You, too.

utterance: All right, bye bye.


utterance: Thanks for calling Intellibank this is Jerry how can I help you?

utterance: Yes hey Jerry my name is Evelyn Richards. I'm out of town and I need to get some quick cash.

utterance: OK thanks for calling Ms. Richards, be glad to assist you with that. you're saying you're out of town and you need to get some quick cash?

utterance: Yes.

utterance: OK. Well you likely could just stop by one of our ATM locations and get some cash. are you familiar with where an ATM is near you?

utterance: No I'm not.

utterance: OK we'll be happy to help you locate an ATM near where you are. if I could just ask what is your street address where you're located, so we can then find an ATM near that street?

utterance: OK, it is one four one Oakwood Avenue.

utterance: OK that's one four one Oakwood Avenue?

utterance: Yes.

utterance: And what city are you in now?

utterance: Miami.

utterance: OK that's Miami and the state?

utterance: Florida.

utterance: Florida OK sounds like fun.

utterance: Are are you traveling for business or for other reasons?

utterance: Yes I'm out on vacation taking a few days just to enjoy the weather and Miami is just a fun place to be.

utterance: Well I think you and just about everybody else I know loves Miami so I've never been to Miami though any suggestions as to what to do when you're in Miami? I hear the beach is great and I know they've got a lot of shopping there.

utterance: Mm.

utterance: Well I haven't been there many times myself so, I'm sorry I can't tell you a whole lot, but I'm really planning on enjoying the beach.

utterance: Aww yes yes well yeah I I know Miami Beach I've heard is terrific so I'm sure you're gonna have a blast.

utterance: That is the plan.

utterance: Well Ms. Richards I found three locations near the address you gave me I found one that is at seven twenty-six Borkell Avenue another is located at four ninety-six Riverdale Court

utterance: OK I think the one on seven twenty-six Brokell Avenue might be closer.

utterance: OK Brokell, that particular location is there in Miami Florida.

utterance: Yes.

utterance: OK and is there anything else?

utterance: Yes well how much can I get take out of the ATM?

utterance: Yeah well the daily withdrawal limit for out ATMs is seven hundred and fifty dollars.

utterance: OK OK. And by the way what's can you also tell me my checking account balance?

utterance: Happy to do that Ms. Richards what I need to do with that is just to verify some of your account information, simply because that would be more personal information specific to your account versus an ATM which is just you know anyone could get that so if you would Ms. Richards what is your date of birth?

utterance: Eleven eleven eighty-four.

utterance: And what is your account number?

utterance: Nine eight four six five nine.

utterance: OK and Ms. Richards what of course is your mother's maiden name?

utterance: Sanchez.

utterance: Sanchez OK well and you you gave me your account number. That was for your checking account, is that correct?

utterance: That is correct.

utterance: OK I see that your checking account balance is seven thousand three hundred and twenty two dollars and sixty four cents.

utterance: OK that sounds right.

utterance: OK well with that being the case Ms. Richards by the way, are you aware or or do you have access to our online banking?

utterance: No I don't.

utterance: OK well just quickly so that you know Ms. Richards for future reference, you can simply go to our website online with the account number you pull up your you can create a online account and create your user name and password takes about thirty seconds, it's real simple and from there once you've created the user name and password it'll log you into your account, you can then see your account balance you can of course update your street address, your home phone number. You can also locate ATM locations right there on our online banking site.

utterance: OK that's a lot of information.

utterance: well we do try to give you a lot of information so that you the powers in your hands.

utterance: we're called Intellibank because we want our customers to be Intellibank and the access to their account financial information. And give you all the tools at your disposal if you so choose.

utterance: Well I am glad about that.

utterance: Well again Ms. Richards we really do appreciate your business and is there anything else I can help you with?

utterance: No there's not.

utterance: Well terrific Ms. Richards enjoy Miami and thanks for calling Intellibank.

utterance: Thank you.

utterance: Have a great day.

utterance: You too.

utterance: Bye bye.

utterance: Bye.


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

utterance: Yeah. I need to order another debit card.

utterance: OK. Let me help you with that. Who am I speaking with today?

utterance: This is Jill Baker.

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

utterance: You can call me Jill.

utterance: OK Jill. Has your debit card been lost or stolen recently?

utterance: So I think I might have lost it or like left it in the ATM somewhere. I'm not really sure but I just can't find it.

utterance: OK and are you wanting to cancel that lost card as well?

utterance: So can I just get a card with the same number? I had that solved in all my accounts so that that's how I pay things. It's all saved in there so I don't really want to change it unless I have to.

utterance: OK Jill. So before we decide what we wanna do regarding that account. Let me just let me just do some quick checks on your account here to make sure no one as accessed your account with that card. OK. Just give me just a second. OK?

utterance: All right. That'd be great.

utterance: All right Jill. So is this a checking, savings or credit account?

utterance: It's my checking account.

utterance: And what's that checking account number?

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

utterance: All right Jill, and what is your date of birth?

utterance: It's March second of nineteen eighty.

utterance: Alright and I see this account has a security question. Could you also tell me the city that you were born in?

utterance: So I was born in Glasgow.

utterance: OK. Let me get this account pulled up for you. So what I'm gonna do is I'm gonna read to you your last three transactions on your account and can you just tell me whether or not those were made by you. I just wanna confirm just to make sure that your card hasn't been used, OK? Since I know you lost it, OK? So the first transaction that I have for you was made on October first at Ginger's Diner for thirty-five for thirty-five dollars and ninety cents. Was was that made by you?

utterance: Yeah that was mine. that was a dinner that I went to.

utterance: OK and that second transaction was made on October first at run walk dot com and that was for two hundred and fifty dollars and eighty-seven cents.

utterance: No. Nope. That's not me. I don't even know what that is. How much did you say it was for again?

utterance: It's two hundred and fifty dollars and eighty-seven cents and it was to run walk dot com.

utterance: Nope that is definitely not me. That is not. Like, what happens.

utterance: OK. I'm gonna flag that one but but just give me one second, I'm wanna read you another one. So let me read you the other. This is the most recent one. It was made on October third and it was to Davis Auto for six hundred and fifty-four dollars and thirty-two cents.

utterance: Oh my God. No, that's not mine either. I cannot believe this. Oh my God, how do I dispute it? I didn't make those. How do I dispute it and get my money back?

utterance: OK Jill. So since you were saying you did not make those purchases, what I'm gonna gonna do is flag those two for dispute and then I'm gonna forward those to our fraud department for review. OK? So someone from that fraud department should reach out to you in a day or so to get some more additional information from you and then they will kinda walk you through the process of their investigation. But what they will do, is they will look into that fraud in order to try to to find out what happened, try to get this resolved for you. OK?

utterance: OK.

utterance: And since this was a debit transaction made on both of these purchases. I'm also going to cancel your debit cards and have a new one issued to you. So those new cards will come with new numbers that way so if anybody still has your access to your cards they'll try and use it but they won't make any any more unauthorized purchases that come out of your account, OK.

utterance: Oh right, so when will those come?

utterance: So you should receive your new cards within seven to ten business days. You should receive a phone call from the fraud department within in, I would say probably a day or so and then the investigation itself can take up to three days for that to completely get handled and processed. Alright?

utterance: OK. So should I go to all the places that I was last at and see if any one remembers finding my card?

utterance: No, actually so, since we know that the card has been used by someone without your permission. I don't know that you're gonna need to contact any of the places that you last made purchases at. if you know for sure where you left your card you may contact that business just to see if they recall finding that card or if anyone maybe possibly came to turn that card in. we do know that somebody is using it at this point but that doesn't necessarily mean they're using the card. They could have just accessed the information off of it, written it down and then turned that card in. So if you wanna check and just make for the last place you think it was. If you think you left it at an ATM or possibly used it you know at a gas pump, or something. I think you might know where you left it at. You could always call them but at this point we're still gonna identify this fraud and still get it investigated for you and we're still gonna get you those new cards issued. We want to make sure that nobody is allowed to use this again, OK.

utterance: OK. Oh my God, I'm just flabbergasted.

utterance: OK. So we know that the card has been used by someone without your permission so I don't I don't know I don't know what else what else the fraud department will need from you when you call them, but when you when you speak with him if you can just try to give them as much information as possible they will try to get this resolved for you as soon as possible in order to get that identified for you and then to get those funds back to you, OK?

utterance: OK.

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

utterance: I think that's all.

utterance: Alright Jill. Well thank you for choosing Intellibank. Enjoy your day. OK.


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

utterance: Yes I need to withdrawal some money from my account, and I didn't know the best way to do that.

utterance: OK let me help you with that. Who am I speaking with today?

utterance: This is Jill Baker.

utterance: All right, you said Jill Baker, is that correct?

utterance: Yes that's right.

utterance: And do you prefer that I call you Jill or Ms. Baker?

utterance: Jill is fine.

utterance: OK Jill. So are you wanting to make a withdrawal from account, that is correct? So is that a checking, savings, or credit account you're wanting to withdrawal from?

utterance: It's a checking.

utterance: And are you just wanting to make a cash withdrawal today?

utterance: Yes. I'm on my moms account. I just need to get some cash out. just don't really know how to do that.

utterance: All right. Do you have access to an Intellibank branch or to an Intellibank ATM by any chance?

utterance: So I'm not sure. Can you. Can you tell me where I can find one of those?

utterance: Yeah Jill. So are you calling from your home today?

utterance: No. I'm at the Johnson Memorial Hospital today with my mother, she had surgery.

utterance: OK. Well I'm sorry about that, I hope everything went well.

utterance: She's doing well, thank you for asking.

utterance: OK. Jill do you happen to know what the address is to the hospital there?

utterance: I don't. Can you hold on one second and we'll ask the nurse. Hold on just a second for me, OK? excuse me, ma'am. Excuse me, ma'am?

utterance: Yes, can you tell me what the address is here? All right.

utterance: OK, thank you so much. OK so she said the address is fifty-eight hundred Med Star Way it's Med Star as in medicine star.

utterance: And it's Kansas City.

utterance: OK you said five eight zero zero Med Star Way, correct?

utterance: Yes, that's what she said.

utterance: All right. Let me look for you here and see what I can find, OK?

utterance: All right. Thank you. Are you having a good day?

utterance: I am so far. I'm I I'm actually having a great day. I know you said your mother just had surgery so how is your day going?

utterance: Oh it's going well. It was a minor surgery. she just has to stay overnight. But it's very minor, she'll be fine. I'm gonna stay with her though so she's not alone. But other than that it's been a pretty quiet day.

utterance: Well I do hope that she recovers soon. I'm gonna try to get this. Get ya to an ATM so that we can get that part resolved for you too and maybe make your day a little bit better I have found a couple of ATM options for you and it actually looks like one of those might even be in the hospital that you're in. are you just needing to make a cash withdrawal? Is Would an ATM work for you if that's all you're needing to do today?

utterance: Yeah that'd be fine. Does it. Does it charge or anything to make an ATM withdrawal?

utterance: No. There's no charge to use an ATM belonging to Intellibank if you're a customer. You. You're an Intellibank customer correct?

utterance: Yes that's correct. We have an account.

utterance: OK and can you yeah. OK. So I do have that address for ya.

utterance: OK, you can tell me where it's at in the hospital then.

utterance: Yeah that's right. Yeah I can. So it looks like the ATM is located in the hospital cafe. That's on the main lobby of the hospital, the first floor. Are you familiar with that area?

utterance: Yeah I know exactly where that is. I mean that's the way you come in everyday. When you come into the hospital.

utterance: OK. well I got that address for you. Is there anything else that I could help you with today?

utterance: So I don't mean to sound like an idiot but but what do I do? Do I just take the card and use it? Or do I have to have like a code or whatever to put in it?

utterance: Yeah, so you should have a PIN number that's associated with your debit card. It would have been the. A PIN number that was issued to you at the time that the card was issued. Do you remember what that PIN number was?

utterance: I think so. Is that like the number that's on my account? Is that the number that you guys ask us sometimes whenever I confirm my account when I call you guys?

utterance: No. So actually I think what you might be referring to when you call us is a security measure that we have, and it's a passcode. It's a four digit passcode. your PIN number is a little bit different. It is also a four digit but it comes. when the card is issued to you that's something that is created at the time that card was issued to you. So the PIN number isn't specific to your ATM transactions whereas the passcode is specific to your your entire banking account information. It's what keeps that privacy for you. do you recall what that PIN number was?

utterance: Oh my goodness. I don't. I don't know. I think so. I have a couple different options that we use regularly I guess I could try. Will it kick me out of it if I try the PIN number too many times wrong?

utterance: Yeah. so once you insert your card into the machine, it should ask you for that PIN number it will refer to it as a PIN number and not an account code, I just want you to know that just so you know what you're looking for. It will I believe only let you attempt the PIN number five times. So you'll have to get that PIN number correct within that five time range and if not it will it will actually kick your card back out and not allow you to make any transactions today unfortunately I can't help you to locate that PIN number because it is specific to each customer and it's a private I mean it's something that's private between you and that and and the card. So it doesn't it doesn't allow us here at the bank to see that PIN number for you. As a privacy feature. but what I can do, I mean it's not gonna help you today for this transaction but if you are unable to find that PIN number what we can do is we can cancel that card and try to set you up with a new one and get that sent out to you. It's not gonna help you get that cash you want today. But hopefully when you go down there that PIN number will come back to you and you'll be able to remember that, OK?

utterance: OK. I think I know what it is. I mean it sounds easy enough. but I won't exceed that five times. But I think I know what it is.

utterance: OK Jill. I hope that you do know what it is. If there's anything else that I could help you with today please just let me know. OK?

utterance: No I don't think so, I think that's all.

utterance: All right Jill. Well I hope that your mom gets better. Good luck with getting that PIN number and thank you for choosing Intellibank OK?

utterance: Right, thank you.


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

utterance: hey Michael, I'm calling I can't find my credit card.

utterance: yes, sir. would you like to report this credit card lost or stolen?

utterance: yes. That is why I called.

utterance: yes, sir. I can help you with that. what is your first and last name, sir?

utterance: I'm John Walker.

utterance: And your date of birth, please?

utterance: November thirtieth nineteen sixty.

utterance: And what is the last four digits of the social security number for this account?

utterance: nine three seven six.

utterance: Thank you, sir.

utterance: And for the security of for the security of your account, I would just like to validate some more identification. the security questions for this account is, what is your mothers maiden name? could I have the answer to that question, sir?

utterance: yes. That's Jeffries.

utterance: J E F F R I E S.

utterance: Thank you, sir. That is the answer to the question we have on file.

utterance: Would you happen to know the credit card number for the card which is lost?

utterance: That's kind of a funny question. I'll get it. but you're asking me for the credit card number which I've lost. But, hold on, I have it written down somewhere.

utterance: OK. I do have it here on my phone. do you need that number?

utterance: yes, sir. And it doesn't have to be your credit card number. It could also be the account number assign assigned for this account. but if you happen to have the credit card number.

utterance: Oh.

utterance: Oh, OK.

utterance: Yes, that number is one zero one five two six zero zero three one zero three eight seven zero zero.

utterance: Thank you, sir.

utterance: And do you remember the date which you remember losing or misplacing this card?

utterance: I only realized today I lost it. So it, it could be yesterday. Wait, or maybe it was last week.

utterance: Hold on. Monday OK. It was last week. It's been about five days now. That I last remember having it.

utterance: Yes, sir. So from the time between yesterday and about five days ago is when you think you lost this card? Is that correct, sir?

utterance: yes.

utterance: OK. Thank you, sir. do you remember the most recent transaction on this card?

utterance: God, I went so many places that day. I went to a breakfast place, IHOP. and then I, there was a mini-mart. I think it was just called mini-mart, Benny's Mini-Mart. And that's all I can remember.

utterance: OK. Thank you, sir. Hold on one moment please while I look through these transactions.

utterance: so sir, according to what I'm seeing the most recent transaction, which actually occurred yesterday, was at Home Depot. And this was for a hundred and thirty-nine dollars and forty cents. At Home Depot did you, do you remember purchasing something at Home Depot?

utterance: I.

utterance: Don't go to Home Depot.

utterance: So, no. That's not my charge.

utterance: Oh, I also went to a restaurant called Lima Creola.

utterance: Yes, sir. I found the the the gas station convenience store. And also I'm finding Lima Creola. As recent transactions on this card. But the most, the latest transaction was from Home Depot for a hundred and thirty-nine dollars and forty cents. Would you like me to dispute this transaction, sir?

utterance: absolutely. That's not mine.

utterance: So.

utterance: Yes, sir. I will do that immediately. I will also cancel this current credit card and issue a new one. the the address which we have on file. Your home address which we have on file is one two zero Vassal Street. Is this a good address to send you your replacement card?

utterance: that's still my address. Yes.

utterance: Thank you, sir. you will receive your new card within the next two to three business days. but as of this moment I have canceled this card and we will dispute the Home Depot transaction of a hundred and thirty-nine dollars and forty cents. what's going to happen is this is going to go to our fraud department. And our team is going to take a look at this. But you will not be responsible for the charge for that recent purchase. you will be reimbursed. I will cancel the card. in the next two to three days, you should receive your new card. And and in the mail, when you do get your card, there'll be instructions of how to activate your new credit card. And there's two ways you can do this, sir. You can either do it on the phone. and the phone number will be tucked inside the letter envelope. which will give you precise instructions of how to activate your card. Or you can do it online. from our main webpage at Intellibank webpage. Is there anything else I can help you with, sir?

utterance: no, that sounds good. OK. So, great. yeah, cuz normally a fraud charge is immediately reversed. And so that's what's happening? And then then y'all figure out what to do with or or y'all research it and and see what's what happened at Home Depot?

utterance: yes, sir. you should be reimbursed for this fraudulent purpose, fraudulent purchase. within the next one to two days. it is at the end of the day, currently when you're calling. So it may happen today, but mostly likely tomorrow.

utterance: OK. Thank you.

utterance: no, that's it. I do appreciate it. I will look forward to getting that new card.

utterance: Yeah, I'm sorry this happened, sir. thank you for reporting it to us and have a nice day.

utterance: All right, thanks. Bye.

utterance: Bye, bye.


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

utterance: Hi. this is Corey Davis. I'm a carpenter. And I I got a little problem. my bank account to the, need to talk to somebody about

utterance: OK and what is the nature of your problem today?

utterance: OK well like I said, I'm a carpenter. And so I've got I've got my personal account and then I got my business account and usually I make my business expenses all out of the business account. My personal expenses I keep separate for tax purposes and and what have you, but I'm involved in this real big job that I haven't got paid on yet. But I'm gonna be paid on it real soon. And so I guess what I am trying to say is I need to kind of loan myself or loan the business some money temporarily cuz I got I got payroll coming up and I got some real good workers for me. I don't know if you ever worked, you know this type of construction but they work hard and they need to get paid on time and so, so what I'm gonna do since the business account is running short, is I wanna loan myself some money, or am loan the business some money. And so, that's that's why I'm saying this I try need to try to get twenty-five hundred dollars out of my personal account and into my business account is basically what I I'm kind of a personal loan is what I'm saying, or a business loan from from my personal account.

utterance: OK sir. it sounds like you need to make an internal transfer.

utterance: OK yes sir. That sounds that sound just like that sound like just what I want. Internal transfer.

utterance: OK first of all can we get some personal information beginning with your first and last name?

utterance: My first name is Corey C O R E Y. Last name Davis D A V I S.

utterance: OK Mr. Davis, and your date of birth?

utterance: March third nineteen sixty-one.

utterance: Thank you Mr. Davis and can we get the account number of both of those accounts from you? Both your business account and your personal account.

utterance: OK I know my personal account is it's it's at Intellibank. And it is six four seven three five zero account number. And I'm putting it into my business account which is also Intellibank and that's that's four eight nine two seven zero six so, so from Intelligent Bank to Intelligent Bank

utterance: OK I can help you with that Mr. Davis. And we will be transferring here at Intellibank. We are very happy to help you with that. Let me just confirm these details. You will be transferring two thousand five hundred dollars from your personal account six four seven zero to your business account which is four eight nine two seven zero six.

utterance: Oh OK I must have give you the account number wrong for my personal account. It's six four seven three five zero.

utterance: Six four seven three five zero. Thank you Mr. Davis.

utterance: That's correct.

utterance: Uh-huh.

utterance: we can help you with that so just to confirm again, beginning the beginning balance in your personal account is eight thousand dollars and twenty-five hundred of that will be transferred to your business account which will then aggregate to a total of three thousand dollars in your business account ending in the numbers seven zero six. Is that correct?

utterance: OK that's good that'll that'll help me make my make my payroll You know what they used to. I bet you work hard too at your job these guys they work out in the sun and you probably don't, but you work hard too don't you?

utterance: Thank you. Yes, sir. We all work hard.

utterance: And I've got.

utterance: I know you want to get paid on time and my boys want to get paid on time so, we do appreciate the help.

utterance: Yes sir here at Intellibank we are happy to to help you with that. And so, your balances will then be five thousand five hundred dollars in your personal account and three thousand dollars in your business account and would you like some information about online banking that will enable you to do this more quickly and efficiently in the future?

utterance: Oh I appreciate that I I got the online banking. It's just that I don't like to do it on my phone. And I I don't have my home computer with me I don't carry it around. So, I know the kids they use the phone for everything and they wouldn't mind doing it on the phone. But, I guess I'm what you call old school. So so I'll do my online banking at home on my personal computer and now while I'm out I'll I'll just I'll just call somebody nice like you. I appreciate your time.

utterance: Yes sir. Is there anything else we can help you with today?

utterance: I believe that's all. Thank you.

utterance: Thank you for using Intellibank.


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

utterance: my debit card was stolen and I'm not sure what I need to do.

utterance: Oh no I am so sorry to hear that, but I can definitely assist you with that. Can you tell me who I'm speaking with today?

utterance: It is Edith Lynn.

utterance: All Right Edith, thank you. Do you prefer that I call you Edith? Or do you prefer I call you Miss Lynn?

utterance: Edith's fine.

utterance: OK Edith, what is your account number?

utterance: My account number is nine eight zero two three seven five three, and my address is twenty twenty Armor Road in Kansas City, Missouri.

utterance: OK, thank you for that information Edith, and what is your date of birth?

utterance: It's March second, nineteen eighty.

utterance: All Right, thank you and the account has a security question, so could you please tell me the city you were born in?

utterance: yes it's Essex in London.

utterance: I'm actually from England. I'm not sure if you could tell I'm not originally from the US

utterance: thank you for that information Edith. How long have you been in the US?

utterance: I've been here for over twenty years now, but my my parents moved here when I was just out of primary school so my dad had a job here so we we moved over seas, and I've I've been here actually almost twenty-one years now.

utterance: Well I imagine that was quite a bit of a big change for you huh?

utterance: it wasn't terrible.

utterance: I do like it here in the US , it's a nice place.

utterance: Well that is wonderful Edith. I do wanna let you know I've got your account pulled up, so I'll need to just ask you a few questions regarding your debit card today, if you have just some time for me to do that for you.

utterance: OK.

utterance: can you tell me the last four of the debit card that was stolen?

utterance: it's the card ending in twenty-two eleven. It's two two one one.

utterance: OK. And on what day do you believe your card was stolen?

utterance: It was stolen on October first, yes it was October first on Monday.

utterance: OK, and do you know where that was stolen from?

utterance: It was at the plaza in Kansas city with my husband, and and like a man just grabbed my purse and ran away. and my my husband chased him, but he was just really too fast.

utterance: they took like everything my credit cards, my insurance card, my cellphone.

utterance: My. I'm very very sorry that this happened to you Edith. Were you able to make a police report?

utterance: I did. I have a police report number too it's nine eight zero four eight five nine.

utterance: OK. I'm going to note that report number on your account Edith so that they have the police report, and I'm going to I'm going to redo a few transactions. These are the most recent transactions on your account. Can you just please just verify to me if those are the purchases were made by you or if they were not made by you?

utterance: Yes.

utterance: All Right this so the first transaction that I have is for Boho sushi and that's for fifty-three dollars and seventy-eight cents.

utterance: That was mine. that was me and my husband.

utterance: OK, perfect. the next transaction is for Plaza parking at Weston Center. And that is for six dollars.

utterance: Yeah, that was us too, that was that was the parking garage that we parked in that day.

utterance: OK. And I have one more for you, so the last one is for Dena Airlines that's for five hundred and sixty-four dollars and sixty-nine cents.

utterance: That was not me. Oh my gosh I cannot believe that this happened, like I did not buy tickets to an airline.

utterance: OK, I completely understand, and I'm again I am so sorry that this is happened to you. I'm going to flag that transaction as fraudulent. So I will escalate that transaction along with your police report number to our fraud department. And an investigator should reach out to you soon for some more information about that OK? But in the mean time I do not want to get this I wanna get this card closed for you so that the perpetrator cannot use that card again. I just wanna verify that I do have permission to cancel this card for you OK?

utterance: Yes, please cancel it.

utterance: OK I have that card canceled for you now, and I'm going to go ahead and have a new card ordered for you to replace that, and I will get that out to you in the mail. the card will come in an unmarked envelope so please just keep an eye out for that for the next seven to ten days. you may not recognize it immediately, because it doesn't come in an envelope marked with Intellibank, but just just keep an eye out for it.

utterance: OK and will I get my money back from that transaction for the airline ticket?

utterance: OK. so the fraud investigator will go over over that with you when they call you but the transaction has been marked as pending so they will basically put a hold on that transaction until they can verify the fraud, but once that fraud is determined then Intellibank will release those funds back to you OK?

utterance: Does that like usually take a really long time?

utterance: the process can vary, but normally we say that it takes no more than thirty days so the give them just just a little bit of time to to get that investigated for you, then we'll get that resolved OK?

utterance: All Right.

utterance: Well Edith I am so sorry that this happened to you again, but hopefully the police can catch the culprit, and we've got this card canceled so that person's not gonna be able to make any other purchases from your account. I do just wanna confirm that this was the only card with Intellibank that was stolen that day OK?

utterance: Yes this was it like they stole my Chase credit card, but but that's not with your bank.

utterance: OK, and you didn't have any checks or any Intellibank account information written down anywhere in your purse did you?

utterance: No I didn't have anything like that.

utterance: OK and do you do online banking I know that you said your phone was stolen, so I just wanted to make sure you have a passcode or a security lock setting on your phone. so that way they're not able to access your online banking if you have that.

utterance: I don't have an online banking account, but my phone only opens with my fingerprint so I think based off of that they wouldn't even be able to get in there right?

utterance: that's that's very good but canceling this card should prevent them from being able to access your banking information, so they shouldn't be able to make anymore purchases out of your account again. OK?

utterance: OK, thank you.

utterance: Edith was there anything else I can do for you today?

utterance: I don't I don't think so I just cannot believe that this happened.

utterance: I know Edith I'm sorry I know that this is an awful situation, but I do wanna let you know that Intellibank will do everything they can to identify the fraud and to give you some peace of mind regarding the security of your account moving forward OK?

utterance: Thank you I appreciate it.

utterance: All Right Edith if you don't have any further questions for me then please just let me say thank you for choosing Intellibank, and have a wonderful day, and that fraud investigator will be in touch with you shortly. Thank you. Have a good day.


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

utterance: I want to close an account and send my money to another bank, please?

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

utterance: This is Edith Lynn.

utterance: Thank you. Do you prefer that I call you Edith or Ms. Lynn?

utterance: Edith is fine.

utterance: OK, Edith. What is your account number that we are closing today?

utterance: It's nine eight zero two, three seven five three, please.

utterance: OK. Thank you for that information, Edith. Is this a checking or a savings account?

utterance: Savings.

utterance: All right. And what is your date of birth and the last four of your social security number?

utterance: OK. Thank you. And that account has a security question. Could you please tell me the city you were born in?

utterance: Yes, it's it's Essex in England. That's where I was born. actually, can you tell me? Do you guys do home equity lines of credit here?

utterance: yes, Edith. We do offer a home equity line of credit, as well as other personal loans. Would you like me to get a loan agent to discuss those with you?

utterance: Well, is the application process like really long?

utterance: the long process really depends on the type of loan you are selecting, but loans can take anywhere from forty-eight hours to ninety days generally just depending on that loan.

utterance: Oh, OK. Just nevermind. I just wanna close my account anyways.

utterance: OK, Edith. I can do that for you. So this account looks like it has an available balance of five hundred and sixty-eight dollars and ninety cents. Are you wanting to transfer that money to another account with Intellibank?

utterance: no. I want to transfer it to my Canyon bank account.

utterance: OK. I understand. Edith, here at Intellibank we strive to make sure our customers are happy. Do you mind me asking why you are closing your account today?

utterance: I just want to, OK. I just I just wanna close it. that's all. I just wanna close it.

utterance: Oh. OK. Edith. Well, in order to close this account, I just and make this transfer , just need to ask you a few questions today? OK. I don't wanna hassle you. I just wanna get this closed for you and and move forward with what you're wanting done, but I need to ask you a few questions. Is that OK?

utterance: Yes. That's fine.

utterance: OK. What is the routing number for Canyon Bank?

utterance: it's three four nine seven zero, six five.

utterance: OK. Thank you, Edith. And can you give me the account number for your account at Canyon Bank?

utterance: It's nine eight zero, four eight nine five.

utterance: All right. And is this account in your name?

utterance: Yes.

utterance: OK, Edith. And are you wanting to transfer that entire balance to this account?

utterance: Yes, transfer all of it.

utterance: OK. OK, it looks like your account has a security pin on it when it comes to transfers. Could you please give me that four digit passcode?

utterance: It's three four five two.

utterance: OK. Give me just one moment Edith, and I'm gonna get that transferred for you and get this account closed.

utterance: OK. I was able to get that money transferred. I do want to let you know that it may take seven to ten business days for you to be able to see those funds available in your Canyon bank account. Though most transfers are immediate. I also have closed that account and you should receive your disclosures for the account closing via the mail in the next week or so. OK? Do you have any questions or is there anything else I can do for you?

utterance: yes. I also need to replace a debit card that I lost, but it's for another account.

utterance: OK. is the other account with Intellibank?

utterance: Yes, it is.

utterance: OK, Edith. Can you provide me the account number for that one as well?

utterance: It's three four eight, six five eight eight. And it's my checking account.

utterance: OK. Thank you. I'm gonna have to verify some of your personal information again, OK?

utterance: OK.

utterance: All right, what is your date of birth and the last four of your social security number again, please?

utterance: It's March second, nineteen eighty. And it's one one three four.

utterance: All right. Thank you. And this account has a security question. So could you please tell me your favorite sports team?

utterance: It's Barcelona.

utterance: All right. That is the correct answer. All right, on this card can you tell me the day that the card was lost or the last time that you used the card?

utterance: So, it was it was lost yesterday, I believe. That's the last time I saw it.

utterance: OK. And do you know what the last four digits of that card was that you lost?

utterance: It's. Lemme look here. It's two one one three is is the card.

utterance: OK. All right Edith. I am going to read you your your most recent two transactions. Can you please can just confirm to me whether those are made by you or if you did not make those so we can determine whether those are unauthorized?

utterance: Yes.

utterance: OK. So the first transaction is to Famous Footwear, and that's for five dollars and eighty cents.

utterance: Yes, that was me. I made that purchase.

utterance: OK, that's good. so the next one we have is for you is for Hardy's and it is for sixteen dollars and forty-five cents.

utterance: Yeah. That one that one's mine too.

utterance: OK, Edith. So it doesn't look like any authorized charges have been made from your card. but I will get this card canceled for you, and I'm gonna get you a new card sent out in the mail immediately. OK? If you should notice any activity in the next few days that you do not recognize, please call us back and we'll have you speak to our fraud team, OK? Cuz sometimes things pend go pending and then process at a later date. So even though we're canceling this, I just wanna make sure that you just keep an eye on that and see if if you see anything that doesn't seem that seems out of place or something that you didn't make a purchase on, just let us know, OK?

utterance: OK.

utterance: OK. so was there anything else I can help you with?

utterance: Yes, actually. Can I get two cards sent out? Like two debit cards instead of one?

utterance: Edith you only had one account issue before on this account, but I can also send a second debit debit card if you'd like one.

utterance: Yes, I would please. Thank you. I appreciate it.

utterance: OK Edith, so I have the transfer completed and the account closed for you on the savings account ending in three seven five three. and I have canceled your debit card ending in two one one three and had a new debit card issued to your account. for that checking account that ends in six five eight eight. I know that was a whole bunch of numbers, a whole bunch of information for you, but was there anything else I could do to help you out today?

utterance: No, I think that's everything.

utterance: All right, Edith. Well thank you for choosing Intellibank and you have a wonderful day, OK?


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

utterance: Hey Ellie, how are you doing today?

utterance: I'm doing quite well ma'am, thank you so much for asking. And how about yourself?

utterance: I'm doing great, thank you. the reason I'm calling is I've usually gotten my statement in the mail by now, but it hasn't come, so I'm just calling to see if I could find out some information, maybe find out what's going on?

utterance: Yes ma'am, that would not be a problem. I'd be more than happy to assist you with that today. I do need to go ahead and get some information from you though, so I can pull up your account. May I have your first and last name please?

utterance: Yeah, sure, it's Dianna, D I A N N A Charles, C H A R L E S.

utterance: All right, thank you for that Ms. Charles, and may I also have your date of birth?

utterance: Yeah, absolutely. It's August the twenty-second, nineteen ninety-three.

utterance: Alright, I have August the twenty-second, nineteen ninety-three. And may I also have your driver's license number?

utterance: Yeah, sure. It's R like red, eight six one, seven seven one four, nine seven five three.

utterance: Alright Ms. Charles, so that was R as in rover, eight six one, seven seven one four, nine seven five three?

utterance: Yes ma'am, that was correct.

utterance: Thank you. And I do see we have a security question on file for you. What is the name of your favorite actor?

utterance: It's Donnie Yen.

utterance: Thank you Ms. Charles, that is correct. And may I have your account number please?

utterance: yeah, absolutely. Actually, could I run and grab that information out of the other room? I'm so sorry, you'd think I'd be prepared before I call.

utterance: Oh that's not a problem Ms. Charles. Just let me know whenever you're back.

utterance: OK, it'll just take one second.

utterance: All right.

utterance: OK, I'm back. Are you still there?

utterance: Yes ma'am, I sure am, did you find that account number?

utterance: Yes, I sure did. It is one three four five nine zero, zero nine two.

utterance: All right, so that was one three four, five nine zero, zero nine two?

utterance: Yes ma'am.

utterance: Alright, thank you Ms. Charles. Let's see. I do see where we did attempt to mail out that statement to you, but it was returned saying sender unknown. Have you moved recently by chance?

utterance: yeah, actually, I sure did, about three weeks ago. But I went online, and I changed my address, I thought. Maybe I did something wrong and didn't accept it. Oh, goodness only knows with me. I'm so sorry.

utterance: That's not a problem ma'am. I'd be more than happy to go ahead and update that address for you if you'd like.

utterance: Yeah, yeah, that'd be great, thank you.

utterance: Yes ma'am. may I have your new address please?

utterance: Sure. It's seven twenty-one, Meadow Drive in East Hartford Connecticut.

utterance: All right, so I have seven two one, Meadow M E A D O W Drive in East Hartford H A R T F O R D Connecticut?

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

utterance: All right, Ms. Charles, I do have that updated for you. Is there anything else I could help you with today?

utterance: Yeah, my new statement, it will be mailed to the new address, correct?

utterance: Yes ma'am, it sure will. We usually mail those out on the first of the month, so so yes ma'am, we've got that update in plenty of time.

utterance: OK, great, thank you.

utterance: Yes ma'am Ms. Charles. Is there anything else I can help you with today?

utterance: yeah, yeah, actually, while I've got you on the phone. Could I go ahead and check the balance of my my, my, my, not my savings account, the other one, my debit account?

utterance: Oh, you must mean your checking account.

utterance: Oh yeah, that's it. You'd think I'm sitting here holding my checkbook and I couldn't even think of that name.

utterance: Well that is quite all right, Ms. Charles, I make mistakes like that all the time. And I'll be more than happy to assist you with that balance. may I have the account number for your checking account?

utterance: Yeah, yeah, it's the same one from just a second ago. One three four, five nine oh, oh nine two.

utterance: Alright, so that was checking account number one three four, five nine zero, zero nine two?

utterance: Yes ma'am.

utterance: Alright, just one moment, and let me pull that up for you.

utterance: OK, great, thank you.

utterance: All right Ms. Charles, I do have your balance. I'm showing a balance of six hundred seventy-one dollars and fifty-nine cents.

utterance: All right, six seventy-one fifty-nine?

utterance: Yes ma'am, that is correct.

utterance: OK, great, thank you so much for your help today, Ellie.

utterance: Yes ma'am, Ms. Charles, is there anything else I can help you with today?

utterance: Nope, that'll do it. You've been very helpful.

utterance: Thank you so much Ms. Charles, and you have a wonderful day, and thank you for calling Intellibank.


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

utterance: I need to close my account.

utterance: OK. May I please get your first and last name?

utterance: Yes. My first name is Peter P E T E R. And my last name is Weingart W E I N G A R T.

utterance: Thank you Mr. Weingart. And what is the reason for you to be closing your account with us?

utterance: I am moving.

utterance: Oh I am sorry to hear that. Or maybe it's good news. Where are you moving to?

utterance: Anaconda, Montana.

utterance: Anaconda, Montana. All right. You must be a skier.

utterance: no. I just I'm selling my house here in Reno and moving because it's much cheaper there.

utterance: Well, that's that sounds good.

utterance: I hope the move goes goes well. OK for security purposes could you please verify your date of birth?

utterance: yes. July seventh nineteen eighty-one.

utterance: Thank you. And the last digit of your social security number please?

utterance: It's

utterance: Six one one.

utterance: Or six one one zero. Sorry.

utterance: Six one one zero. Thank you.

utterance: OK. Just a moment.

utterance: My computer's slowing down.

utterance: Oh, where are you located?

utterance: A little bit.

utterance: in Bellingham, Massachusetts.

utterance: Oh, OK. Used to ski there when I was a kid.

utterance: It It's fun. I am learning how to ski myself.

utterance: Oh. How's the weather out there. Is it gonna be a good ski year, snow year?

utterance: We hope that it will be more snow than rain so we'll see.

utterance: All right.

utterance: OK. I'm almost ready. could you please give me your bank account number?

utterance: it is two nine one two three one one.

utterance: So it's two nine one two three one one.

utterance: no. I'm sorry. Two nine zero one two three one one.

utterance: Two nine one zero one two three one one. correct?

utterance: No, it

utterance: Two nine zero.

utterance: Two nine zero.

utterance: One two three.

utterance: One two three.

utterance: One one.

utterance: One one. Thank you sir.

utterance: Is this are we closing the checking account or the saving account?

utterance: My checking account.

utterance: We're closing your checking account. OK, thank you. Just a moment.

utterance: All right.

utterance: You know the movers were supposed to show up here today but they haven't come yet.

utterance: Oh, that must be a very frustrating. I hope that they really show up and do they have to pack everything?

utterance: yeah, they're packing everything and moving it all.

utterance: Oh, OK. Well I hope

utterance: Supposed to be out of here by tomorrow.

utterance: I hope it works out.

utterance: OK, sir. where we. are we withdrawing your money or what would you like to do.

utterance: can

utterance: Can we transfer it please?

utterance: that is absolutely sure. Where where would you like to transfer them?

utterance: To

utterance: Anaconda Credit Union.

utterance: Anaconda Credit Union. OK. Could you please just just one moment. I just need to find it in the system.

utterance: OK, could you please verify your address?

utterance: My address is PO Box five four nine eight seven Reno, Nevada. Nine one one zero one.

utterance: OK, so.

utterance: OK, just to confirm that is PO box five four nine eight seven Reno as a R E N O Nevada nine one one zero one?

utterance: Correct.

utterance: Thank you. And do you have the account number?

utterance: for my new?

utterance: Yes, please.

utterance: I do.

utterance: OK.

utterance: It is nine one zero one two three five seven.

utterance: OK, so that is a nine one zero two one three five seven?

utterance: No, it's nine one zero one two three five seven.

utterance: So that is a nine one zero one two three five seven.

utterance: Yep.

utterance: OK. And do you have the routing number for that account, sir?

utterance: I do.

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

utterance: OK, I'm gonna confirm that. So that is a two three one four five five one two two.

utterance: mhm. That's correct.

utterance: OK. Thank you. And we are transferring all the twenty-four thousand seven hundred dollars into the new account in Anaconda, Montana. Is that? OK, just a moment. It's gonna take a few minutes. Could you please stay on the line.

utterance: Yes, please.

utterance: Yep.

utterance: Thank you.

utterance: Actually can Is are you there?

utterance: Yes, sir.

utterance: Yeah, can I can I only transfer twenty-three thousand of that and I will come down and and get the rest from the local branch?

utterance: absolutely. Just hold on. Let me make that change. So just to confirm you only would like to transfer twenty-three thousand?

utterance: Yes, please.

utterance: OK.

utterance: Could you please hold on for a minute. Thank you.

utterance: All right, sir.

utterance: Hello, sir.

utterance: Yep.

utterance: OK. your money will show up in your new bank account within twenty-four hours so allow it some time and then you're welcome to come get the rest of the amount anytime today until five p.m. we are open.

utterance: All right.

utterance: is there any other product I can offer you today?

utterance: no not at this moment, thank you.

utterance: Well, thank you for being our client in Intellibank. And I hope your move to Anaconda, Montana goes really smooth.

utterance: All right. Thank you very much.

utterance: Thank you. Bye bye.


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

utterance: My name is Peter Ryland. R Y L A N D.

utterance: And I need to get a cashier's check.

utterance: All right, Mr. Ryland. Well, unfortunately I can't help you get a cashier's check over the phone but I can help you locate the nearest branch that you can get one from.

utterance: That'll be great.

utterance: All right. can I have your location or location that you would like to find a branch in?

utterance: Two two five Summer Avenue Southgate Michigan four eight one nine five.

utterance: All right. Let me look that up.

utterance: All right. I do see that there are a couple of branches located near that address. Would you just like the closest address?

utterance: Yes.

utterance: All right, sir. The closest address of our branch is sixty-three Saxon Street in Southgate Michigan.

utterance: Would you like me to repeat that address, sir?

utterance: no I got it.

utterance: Also I need to check my balance of my checking account, please?

utterance: Absolutely, sir.

utterance: Can I get the name on the account, please?

utterance: Peter Ryland. R Y L A N D.

utterance: And your date of birth, Mr. Ryland?

utterance: July fourteenth nineteen sixty-nine.

utterance: All right and if you'll answer this security question for me. Your mother's maiden name.

utterance: Gray.

utterance: Can you spell that for me, Mr. Ryland?

utterance: G R A Y.

utterance: Thank you, sir. I've confirmed that.

utterance: And can you ask me the account number?

utterance: hang on and I'll go look it up.

utterance: OK. I've got it.

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

utterance: Thank you, Mr. Ryland. I've got that account pulled up and you were just wanting to check the balance. Is that correct?

utterance: That's correct.

utterance: All right, sir. The balance is showing available today of one thousand four hundred and ninety-six dollars and twenty-three cents.

utterance: OK.

utterance: Can you give me the hours of the branch?

utterance: Absolutely, sir. That branch is open from eight a.m. to five p.m. Monday through Friday and on Saturdays from nine a.m. to two p.m..

utterance: All right. Thank you.

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

utterance: No, I don't think so. it's been raining here. Has it been raining where you're at?

utterance: All ribye bye.

utterance: No, it's actually been pretty dry the last couple of weeks.

utterance: Well, that's good. I wish it stopped raining here.

utterance: I can imagine, sir. It's never fun if it's been raining for so long. You can't go out and do much.

utterance: Nope.

utterance: Wanted to go fishing but I don't like fishing in the rain.

utterance: I can understand that, sir.

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

utterance: I can't think of anything.

utterance: All right. Well, thank you for calling Intellibank customer service and there will be a survey that will you will be transferred to at the end of this call if you don't mind filling that out to let us know how we did today.

utterance: And if there's nothing else I can assist you with then I will let you go and enjoy the rest of your day.

utterance: All right. Thank you.

utterance: Thank you, sir. Have a good day.


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

utterance: yeah, I'm trying to do a wire transfer.

utterance: OK. what is your first and last name?

utterance: first name is Eric.

utterance: OK.

utterance: Last name is Dunston.

utterance: OK, and your date of birth?

utterance: date of birth is oh five oh one nineteen eighty-eight.

utterance: mhm

utterance: OK. And I just have to ask you for your last four of your social.

utterance: lets see, that is two seven three one.

utterance: All right and just one more thing, I gotta security question for you. What is your mother's maiden name?

utterance: my mother's maiden name is Art.

utterance: That's a really cool name. Was she in, was she in to art? Or was it just.

utterance: Not at all.

utterance: Not at all. You'd think so, but nope.

utterance: That would, that would be really funny if she was an artist with last name Art. But it's also funny, was she like so what, what did she do if she was the opposite of artsy?

utterance: Yeah.

utterance: She was a secretary.

utterance: So very detail oriented. Mhm.

utterance: Yeah. Oh, yeah.

utterance: Kept us kids in line.

utterance: She sounds like she'd be a very organized person.

utterance: Yep.

utterance: OK. So, so you're looking to make a wire transfer you said? And what is the last five digits of the withdrawing account?

utterance: Yep.

utterance: yeah so the withdrawing account is going to be two one three five four.

utterance: OK. So it looks like that's your primary checking. Is that correct? OK. and how much would you like to transfer today?

utterance: Yep.

utterance: three thousand dollars.

utterance: Three thousand. OK, it's a good thing that you called and went through your security questions. Cuz I know that in our online banking app we have like a minimum So that way in. Tf someone, you know, stole your phone or something, or maximum so. All right, we but we can do two three thousand over the phone. So lets see. OK, so is the are you, is this an internal transfer? Is this to an outside bank?

utterance: Right.

utterance: yeah this is to an outside bank.

utterance: OK and what is the country? Is it domestic or international?

utterance: this is international.

utterance: OK. what's the name of the bank?

utterance: the name of the bank is S.

utterance: Mhm

utterance: R E

utterance: Yep.

utterance: savings.

utterance: OK. let's see, I've pulled them up. I've just gotta get routing number to make sure that I have the correct location. So what is the routing number for that account?

utterance: Mhm.

utterance: yeah, one second here.

utterance: Oh, yeah no worries.

utterance: Do you have any siblings?

utterance: yeah actually, I have a younger sister. We are almost six years apart. But people say that we look the same age.

utterance: I suppose. I don't know if that's bad for me or good for her. Maybe it. Maybe it's good for me. Maybe I look younger.

utterance: Yeah, I was gonna say.

utterance: Yeah.

utterance: I like to, I like to think that I'll get carded for a long time. You know?

utterance: Yeah.

utterance: Everybody wants to think that.

utterance: see I went bald early so.

utterance: Oh, gosh yeah. Yeah, my husband went bald when he was like twenty-three. And so everybody thinks he's way older than he is. He didn't get carded even as like a twenty twenty one year old. Because he started to bald.

utterance: Yeah.

utterance: Yep.

utterance: I know that feeling. All right, all right. Here we go.

utterance: OK. Cool, great.

utterance: OK.

utterance: All right, so the routing number of the international bank that I'm transferring money to is five three eight.

utterance: Mhm.

utterance: Yep.

utterance: Nine two six.

utterance: Mhm.

utterance: One three four.

utterance: OK.

utterance: Nine two two two two

utterance: OK.

utterance: Four three.

utterance: Yep.

utterance: Oh three.

utterance: OK.

utterance: Nine five six.

utterance: I'm sorry, were the last ones nine six six?

utterance: Nine five six.

utterance: Nine

utterance: Five six. OK, great. So, yep, it matches. I got that the SRE savings coming up.

utterance: OK and what what's the account number for the account that you'd like to transfer the money into.

utterance: Oh, yeah. It's nine four three one two eight

utterance: OK. Let's see. all right, so we're looking to transfer three thousand in to that savings account. and we'll do yep, wire transfer. Just looking and making sure there is nothing we're missing. OK. So the wire transfer, I just hit initiate. they are a little bit slow with international. So it's going to be two to three business days. but you will be able to see that you'll see, if you have online banking, that transaction will be listed as pending.

utterance: Mhm.

utterance: OK.

utterance: OK.

utterance: So that'll be there. And as soon as it's gone through it'll be listed just in your normal transactions.

utterance: Mhm.

utterance: and you should be seeing that in your international bank account soon.

utterance: Great, OK.

utterance: are you set up for online banking?

utterance: I'm, I'm not. I don't really trust computers so.

utterance: That's fair that's totally fair. I mean, you can always call us to do that. do all of that. But if you have at any time are interested in setting that up, feel free to drop by or call us. All right. So it looks like we are all set. That transfer, wire transfer should be ready to go. and if it hasn't made it's way over there by the end of the week, just give us a call and we can check in on that for you.

utterance: OK, sounds good.

utterance: All right, well it was nice talking to you Eric. Thank you.

utterance: Yeah.

utterance: Have a good day.

utterance: Bye.


utterance: Right. Good morning. Thank you for calling Intellibank. This is Mike Mike, operator two three four. How can I help you?

utterance: Hi. I'm calling to transfer money to my mortgage company.

utterance: No problem ma'am. I can help you with that information. I just need to ask you a few questions to verify your account then I can setup that transaction for you. May I please have the first and last name on the account?

utterance: first name is Micaela, last name Adams.

utterance: No problem ma'am. May I please have the date of birth?

utterance: Date of birth is December fourteen nineteen ninety-five.

utterance: OK, thank you and may I please have the answer to the security question. it states what city were you born in?

utterance: I was born in Jacksonville.

utterance: No problem, ma'am. And last not not least. May I please have the last four of your social?

utterance: The last four is seventy-eight oh two.

utterance: No problem ma'am. Can you give me a few seconds so I can gain access to your account?

utterance: Mhm.

utterance: OK ma'am. I would just like to ask you is that a international or a domestic transfer?

utterance: it's in state so yeah I would say it's domestic, yeah.

utterance: No problem. I just need to get some information. May I please have the routing number, the account number, the name of your mortgage company and the amount that you would like transferred?

utterance: All right. Let's so let's start let's start with the routing number. Routing number is five four two six five four three two zero.

utterance: No problem ma'am and what is the account number, the name of the bank?

utterance: The account number is five four nine three two three fifty-four twenty-one and twelve.

utterance: No problem and the name of the institution ma'am?

utterance: Sage Mortgage Group.

utterance: No problem and final, what is the amount that you would like?

utterance: A thousand dollars.

utterance: No problem ma'am. Give me one second.

utterance: No problem.

utterance: Your transfer has been setup. It takes three to five business days. You will receive an email confirmation within a next fifteen minutes stating that you setup automatic transfer to your mortgage company, ma'am.

utterance: No problem.

utterance: Is there anything else so I can help you with today ma'am?

utterance: yes. Do you guys happen to have mobile banking by chance?

utterance: we do have mobile banking but we do not have mobile check deposits. If you would like to deposit a check, you would have to go into one of your local branches or they do accept cash or check deposits through ATM. If you give me your ZIP code, I'll be able to email you the branch locations of six ATMs or branches that's nearest to you. the times and locations so you can be able to take care of that. unfortunately, we don't have the mobile checking ma'am so would you like me to take care of that transaction for you and send you out the list of banks and branches where you can able to make a direct deposit at those locations, ma'am?

utterance: Oh wow, oh my God. I really wanted to to deposit a check online through my phone I live out in the desert area so it's like hard for me to get to the bank. The closest bank is like literally far out. but anyway, I'm gonna give you my ZIP code. Hopefully you find something. the ZIP code is one zero sixteen one nine zero sixteen, sorry about that.

utterance: No problem, give me a few seconds ma'am, while I try to look up this information.

utterance: OK.

utterance: OK, the nearest branch to you ma'am is around about fifteen miles. I I have sent that location to your email but we do have one final alternative for you, which you might could help you in this situation. We do have a I could give you the address to our main office and you would be able to mail in a check to have it deposited into your account. If that would be able to assist you in any way.

utterance: No, I don't trust that I'll just. Oh my God. I really wanted the mobile banking option. I'll just. I guess I'll just see what else I can do. I'll just go down there if I can. I don't know. I won't be able to go today. I have to ask my family.

utterance: No problem.

utterance: No problem ma'am. I do apologize for any inconvenience. I wish I could further assist you. thank you for calling Intellibank. This is Mike Mike, operator two three four. Is there anything else that I can try to do for you today, ma'am?

utterance: No, that's just about it. Thank you very much.

utterance: No problem. Thank you for calling Intellibank and you have a blessed day.

utterance: You too, bye.


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

utterance: Hi, Kathy. How are you today?

utterance: I'm good, thank you for asking. How are you?

utterance: I'm great, I just bought a new car.

utterance: Oh how exciting for you. What kind of car?

utterance: it's a two thousand and twenty-one Civic Starstrike.

utterance: Wow, that's a really nice car. Good for you.

utterance: Thank you, thank you. I need to make a wire transfer.

utterance: OK. I'd be happy to help you with that. Is that gonna be an international wire or domestic wire?

utterance: No, it's just a domestic wire for the the place that I bought the car from.

utterance: OK, great. If I could get your first and last name and your date of birth please?

utterance: My name is Julie Williams. My date of birth is July twenty-fifth nineteen fifty-seven. I'm sixty-four years old.

utterance: OK. Thank you so much, Julie. If I could get the.

utterance: Oh wait wait wait. I I told you. I'm not sixty-four, I'm sixty-three. Wait. No, sixty-four is is up I just I'm just so scattered sometimes I just give out, you know make myself younger than I really am.

utterance: Well, that's OK. Maybe it's just the excitement of buying a new car.

utterance: Oh that must be it.

utterance: OK, well great. If I could get your account number that we wanna transfer this money from.

utterance: OK. My account number is going to be one five zero one zero six eight five.

utterance: That's one five zero one zero six eight five?

utterance: Yes that's right.

utterance: OK. Thank you, Julie. And one more question. If I could get your mother's maiden name please?

utterance: Smith.

utterance: OK great. So we're going to wire this money who are we wiring these funds to today?

utterance: Joe's Auto.

utterance: Joe's Auto. OK great. So we'll need the routing number and the account number for the account for Joe's Auto.

utterance: OK. Are there any fees associated with this transfer?

utterance: Yes. It's a twenty-five dollar outgoing wire fee.

utterance: Oh man. I don't know why places make you use wire transfers when you could just get a cashier's check.

utterance: Yeah. I don't know why they would do that either. That's very interesting.

utterance: But it is what it is. So OK, I'll go ahead and and pay that fee so that I can do this. Now what were the things that you said you needed from me?

utterance: OK. We need the bank's routing number.

utterance: OK. That is zero six three one one four zero zero one.

utterance: OK. You said zero six three one one four zero zero one?

utterance: Yes, correct.

utterance: OK. So that looks like it's County State Bank?

utterance: Correct.

utterance: OK great. And if I could get the account number we're wiring this to.

utterance: OK. It's. Hang on I I need to look this up.

utterance: OK. Are you ready?

utterance: Absolutely.

utterance: OK. It's two five six four. Oh wait no. Two five six two seven one three seven nine.

utterance: OK thank you. And let me just confirm that with you. You said two five six two seven one three seven nine?

utterance: Yes that's correct.

utterance: OK excellent. So one more piece of information I would need is the address of the. Basically whatever address they have on file with that bank as their physical address. So in other words Joe's Auto's address.

utterance: Oh OK. That's I I had that written down here. it's one eight two Biscayne B I S C A Y N E Way. And that's St. Louis, Missouri.

utterance: OK thank you so much for that. You said one eight two Biscayne Way, St Louis, Missouri?

utterance: Yes that's right.

utterance: And that ZIP code is three two one five nine?

utterance: Yes that's correct.

utterance: OK great. Thank you so much for that. So how much are we wiring to them today?

utterance: five thousand two hundred and eighty.

utterance: Five thousand two hundred eighty dollars. Is that correct?

utterance: Yes that's correct.

utterance: OK. So we can go ahead and make this wire for you today, and you will see that fee come out of your account. So you'll see the amount you've asked to wire as one transaction, and you'll see the twenty-five dollar fee as a separate transaction.

utterance: OK.

utterance: And just so you know, you can view those transactions online if you'd like.

utterance: Oh really?

utterance: Yes. We have an online service that allows you to view your transactions, to make transfers between accounts, to pay bills, to look at your daily you know keep a running track of all of your transactions. if you're interested in that I can explain to you how to get started.

utterance: OK.

utterance: OK. So you would get started at Intellibank dot com, and once you get to our website you wanna click where it says get started. So you click get started. There'll be a couple questions you have to answer, and as long as that information matches what we have on file here you should get approved the same day, and then you can start viewing your transactions online.

utterance: OK. That sounds good. One last thing I need to do before I get off the phone with you is I need to change my my street address.

utterance: Oh absolutely. I'd be happy to help you with that.

utterance: OK. My my new address is two five one Amarillo Place. That's A M A R I L L O Place.

utterance: OK. Two five one Amarillo Place.

utterance: Yes. That's my new address. Same same city and ZIP code. Just the address.

utterance: OK great.

utterance: So St. Louis, Missouri three two one five nine.

utterance: Correct.

utterance: OK excellent. Well while we've been talking I've gone ahead and made that wire transfer. They should have that by the end of the day today. Was there anything else I could help you with today, Julie?

utterance: No. oh one more thing. What happens if they don't accept the funds?

utterance: If they don't accept the funds, if there's a an issue on either end, those funds would come back to the bank and we would notify you that the funds were not accepted and the wire did not go through.

utterance: Oh and is that just do you usually when something like that happens just do it again?

utterance: Typically there's usually something that may have been wrong. Maybe some information that wasn't correct. That's typically the reason they get refused. But anytime a wire gets refused we immediately contact the customer to let them know.

utterance: OK. Well thanks. You've been really helpful for me today.

utterance: OK great. Well I hope you enjoy your new ride, and I hope you have a great day.

utterance: Thank you so much. Bye.

utterance: You're very welcome. Bye bye.