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

utterance: Yes. I need to get the balance due on my loan. I've changed accountants and I'm just trying to make sense of everything before I hire a new one.

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

utterance: It's Jill Baker.

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

utterance: It doesn't matter you can call me Jill.

utterance: OK, Jill. So you're wanting to find your loan balance. What kind of loan do you have?

utterance: so it's a secured loan.

utterance: All right, Jill. So I'm just gonna need to grab some information from you first. What is your account number?

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

utterance: All right, Jill. And what is the name of your business?

utterance: So it's Johnson Controls.

utterance: OK, Jill. And can you also give me your date of birth?

utterance: Yes. So my date of birth is March second of nineteen eighty. And my social is two six three one two one nine three two.

utterance: OK. It looks like your account PIN number on it for security purposes. Could you also share that PIN number with me?

utterance: Yes. It's about six four and seven eight.

utterance: OK. Did you just say six four seven eight?

utterance: Yeah, that's correct.

utterance: OK. And what city and state are you in, Jill?

utterance: I'm in Kansas City Missouri.

utterance: Can you give me your street address?

utterance: Yes. So that's one nine five Hoover Road and it's seven three eight two zero is the ZIP code.

utterance: OK. And Jill, can I quickly confirm an email address for you as well?

utterance: Yeah. So it's J Baker Johnson Controls dot com. It's J as in Jill Baker Johnson Control dot com.

utterance: All right, Jill. So I have that loan pulled up and it looks like your loan balance is twenty-nine thousand four hundred and eighty dollars and ninety cents.

utterance: And your next payment is four ninety four four hundred dollars and ninety four hundred ninety dollars and sixty cents. I'm sorry, I had been tongue tied, a bit tongue tied there.

utterance: And it is due on October twentieth.

utterance: Was that all I could do for you today?

utterance: Or you want me maybe maybe check any accounts for you?

utterance: Well actually, is there a way to see what payments I've made for the past year?

utterance: Yeah, Jill. what we could do is what I could do is I could email those loan statements to you for twenty twenty. Would that help?

utterance: Yeah that would be fantastic. will I get it immediately and does it cost anything?

utterance: so no. There is no charge for Intellibank customers and I can send you that right now.

utterance: So just as long as it takes me to pull it up and get it sent to you. That's about how long it will take. And what I can do for you too is I can also set up an email alerts. And what that is is that will email you in time it will email you an alert just notifying you that your monthly statements are available online. And then you can actually log in to your online bank account and download your statements there. the future as well cuz we do have that ability to do that on the online banking but for right now I'm just gonna generate this twenty twenty-one, I'm sorry this twenty twenty statements for you. And I'll get those emailed over.

utterance: Can I get email address for you?

utterance: actually I, I already got it from you once but just wanna confirm it is it J Baker at Johnson Controls dot com. Is that right?

utterance: Yeah. That's correct. So if you can just tell me real quick too. So you said that I will get an email alert then it will just basically tell me. So I could do that online if I wanted to?

utterance: Yeah, you can. So you can actually print off your loan statements online by just when you log in to your online banking. At the top of the page you'll have those different tabs that tell you what kind accounts you have. You'll choose your loan document and from your loan document you can go in there and select it will say additional options, you'll click on additional options and it will give you retrieve your, your statements on there. And you can print them out, you can break them down by different months, by different years, similar to what I'm doing now for you but then you're able to print them out or download them.

utterance: OK, well I'm sorry. I don't mind to bother you to do it if I could done it myself.

utterance: Oh no, It's not a problem at all. You're more than welcome to call back at to Intellibank at anytime and we can do this for you. But I've, I've got those those statements made for you. So what I'm gonna do is I'm gonna have that statement emailed over to you and have those alert set up for you. I do want to let you know though that because there is confidential banking information in it. It is going to require a passcode for you to open those attachments.

utterance: And that's gonna be the last four of your account number. So just keep that in mind whenever you go to open those statements.

utterance: did you want me to possibly cancel your paper statements for these loan statements or did you wanna continue to get those?

utterance: I mean I like to continue to get them. I'm just doing this this once I just need this for this you know for the accountant. But otherwise I like just to continue getting them as I have been.

utterance: OK, that's fine. was there anything else I can do to assist you with today?

utterance: No, but I mean are you in Missouri still?

utterance: Yeah, I'm in Missouri as well.

utterance: I'm just curious what you though about the weather, it's it's like been raining that crazy today. Have you been outside?

utterance: I have not been outside since about nine a.m. this morning when I came in to work. I do know that it's raining and I mean I can hear it. I mean it's been a pretty loud storm most of the day.

utterance: Yeah, it's been crazy. It's been like flooding everywhere, it's been insane I've I'm completely surprised by how bad it's gotten. I didn't even know the storm was supposed to be coming in.

utterance: Yeah. I did hear that there were some flooding as well. I know that our parking lot actually have some flood spots according to some of the my co-workers that have come in today so.

utterance: It does seem like the you know that the weather is getting a little bit progressively worse as the day goes on. So hopefully you're out there and you're staying safe if you are out there.

utterance: Oh yeah, I'm hoping for clear skies ahead soon. I appreciate all your help today, Brenda, I really do.

utterance: No problem, Jill. so I have everything send over to you if you can just go to that disclosure. And and and choose that acknowledgment so that we can get this all completely set up for you. Everything should process as normal or I'm sorry everything should just be as normal. You'll just remember to remember the last four of your account number. It's gonna be what opens that loan statement for you.

utterance: but everything else should be set to go. If you have any questions or for some reason you're not you didn't receive that statement via email please let me know and we'll get that sent back to you. But otherwise, Jill, I just want to thank you for choosing Intellibank. And you have a great day.


speaker_role: Agent

utterance: Good afternoon, this is Andy speaking, Intellibank, how may I help you?

speaker_role: Customer

utterance: That was Andy?

utterance: That's correct.

utterance: how are you doing today?

utterance: I'm doing well sir and how are you?

utterance: I'm doing I'm doing all right. What First of, just curious, what is my current account balance, my checking account?

utterance: OK, I can definitely assist you with that before I do that though I do need some pieces of verifying information. Could you?

utterance: Oh sure.

utterance: Yeah.

utterance: Could you give me you first and last name please?

utterance: Oh yeah, John Franklin.

utterance: John spelled J O H N?

utterance: Yes.

utterance: OK.

utterance: OK Mr. Franklin and could you give me your date of birth as well?

utterance: Yeah, seven twenty-five eighty-three.

utterance: OK, thank you so much. And just one more piece of information, your PIN number for your account.

utterance: Oh sure, it is nine six seven seven.

utterance: OK. Just give me one second while I pull up your account.

utterance: Absolutely.

utterance: Don't think there's much in there but

utterance: We'll see.

utterance: OK Mr. Thompson, it looks like there is three thousand one hundred and eighty-three dollars and ten cents currently left in your account.

utterance: now, let's say I wanted to move all of that to an account in another bank. Would that be possible to do over the phone? or do I have to go down there to the branch?

utterance: That's that's absolutely possible I just would have to transfer you over to another department but just before I do that, why why don't you. Could you give me a little bit of information about why you're looking to close your account in our bank?

utterance: yeah you know, I recently moved and there's just not a branch that is close enough for me any longer. I don't see you guys in a long time, I appreciate everything that you've done for me. You you've not been a bad bank at all, just I need that convenience of having that that ATM nearby, so I think it's gonna be in my best interest if I move that on over the Bank of America and close this account down. Unfortunately.

utterance: I see, well thank you for letting us, letting us know Mr. Thompson and we're definitely sorry to see you go, but at here Intellibank we try to be as helpful as we can to all of our customers and I appreciate and we appreciate your loyalty over the years and we definitely begin to process an account transfer.

utterance: Well thank you.

utterance: Great, what what you gonna need from me? I think I got about everything here ready to go.

utterance: Absolutely just just another piece of information is you did mention that the outgoing transfer would go to another institution, which was which is Bank of America?

utterance: That's correct, yes.

utterance: OK. And this is assuming that you do have an account setup already at Bank of America?

utterance: I do yeah I went ahead in there and and set it up last week.

utterance: OK. Do you happen to have the account number for that?

utterance: I do you ready? It is seven nine five two, nine five four eight, four zero three two, seven seven nine six.

utterance: Say seven seven nine six is the last four?

utterance: Correct, seven seven nine six.

utterance: OK.

utterance: All right. And we have the routing number already so that's.

utterance: good.

utterance: OK. OK, and in terms of your address and your existing physical address as well as email address, are the addresses on file the best place to send the closing statement for your account?

utterance: Yeah, you can go ahead and do that, they'll forward it on the window address.

utterance: OK. OK. OK Mr. Thompson, well that's all handled and you'll be getting an email soon from us with the closing balance of your account, which you'll see will be deducted to zero once the amount is transferred to your outgoing account.

utterance: Great, that sounds fantastic.

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

utterance: No I think that's I I appreciate you taking care of this swiftly.

utterance: Of course Mr. Thompson. Again we're sorry to see you go, but we hope that you eventually give us a good word.

utterance: Great, thank you so much.

utterance: OK great. Thank you.


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

utterance: Hi, Daisy. This is George. How's your day going?

utterance: My day is going very well. How about yourself?

utterance: It's going great. A lot of big things are happening today, you know?

utterance: Sure, sure. What can I do for you?

utterance: Well my business, this past year, has grown exponentially. It's been great, and I'm thinking I'm gonna take it to the next level and expand more. But in order to do that I need better equipment for. To provide a better service. Things like that. So I need a loan.

utterance: OK. What kind of loan are you looking for?

utterance: I need an SPA seven A loan.

utterance: All right, and you'd like to go ahead and apply for that here over the phone with me today?

utterance: Yes.

utterance: OK. I'll be happy to help you with that. Let's go ahead and. What is your full name?

utterance: George Emory.

utterance: Can you spell that for me, sir?

utterance: G E O R G E E M O R Y.

utterance: Thank you. What is your address?

utterance: One twenty-one Parkside Acres, Branson Missouri five five three two four.

utterance: Thank you. What is your social security number?

utterance: Four two one three eight four four eight one.

utterance: George, what is your driver's license number, and from which state was it issued?

utterance: It's Z one zero seven two eight nine one one two, and it was issued in Missouri.

utterance: Thank you. What is your Intellibank PIN number?

utterance: Sixteen sixty-two.

utterance: Great. What is your email address?

utterance: G Emory trades at Gmail dot com.

utterance: Is this spelled G E M O R Y T R A D E S at Gmail dot com?

utterance: Yeah, that's right.

utterance: Thank you. George, what is your business's name?

utterance: Emory Data Management.

utterance: And are you the sole owner?

utterance: Yes.

utterance: When was your business established? What's the business establishment date?

utterance: It's December eighteenth twenty nineteen.

utterance: Thank you. What are your gross annual sales?

utterance: Eight hundred and eighty-nine thousand dollars.

utterance: Thank you, and your tax ID number?

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

utterance: Thank you. Now, what's your business's address?

utterance: One fifty-three Pine Cone Circle, Branson Missouri five five three two four.

utterance: Great. Where would you like your mail sent? Your home or your business address?

utterance: My business address.

utterance: So, one fifty three Pine Cone Circle, Branson Missouri five five three two four?

utterance: Yes.

utterance: OK. And what is the purpose of this loan request?

utterance: I need to buy some new equipment.

utterance: OK. And how much are you requesting? What would you like the loan amount to be?

utterance: Six hundred and ten thousand dollars.

utterance: OK. And what would the loan term be? How long before you could pay it back?

utterance: Thirty-six months.

utterance: All right. And what kind of a down payment are you looking at? What percentage would you be willing to put down?

utterance: fifteen percent.

utterance: So, ninety-one thousand five hundred dollar down payment?

utterance: Yes.

utterance: All right. And what is the funding bank account number?

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

utterance: And the funding routing number?

utterance: Nine eight two five four three six four four.

utterance: Thank you. I'm gonna go ahead and submit this application. And in just a moment I will have a transaction ID number for you to write down. This would be the number you would reference if you needed to contact us to discuss anything.

utterance: OK.

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

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

utterance: Now very shortly, you should receive an email from us, Intellibank. if you don't find it in your inbox, please check your spam folder. in that email it'll outline what supporting business documentation we need to go along with this, and once you have submitted all of the supporting documentation you will receive a call back within three business days with the result of your application. Does that all make sense?

utterance: Yeah. That's clear.

utterance: Do you have any questions or concerns?

utterance: Nope.

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

utterance: Nope. That should do it.

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

utterance: You too. Bye.

utterance: Bye now.


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

utterance: Good morning Gianna, oh, my wife keep pestering me about getting her some stocks, and I tell her that I am but haven't found the time, so I'm calling because I need to get some quotes, some quotes on some stocks, I'm interested in purchasing and I would like to know the current value of a few that I have already purchased please.

utterance: All right sir, I can certainly help you get a stock quote today. At first, I'm gonna need to get a little bit more information from you so that I can go ahead and look you up in our account, is that all right?

utterance: Yes that's fine.

utterance: OK sir, can I have your first and last name please?

utterance: Yes, my first name is Gabriel, my last name is Robinson.

utterance: All right Mr. Robinson, is that R O B I N S O N?

utterance: Yes.

utterance: All right sir. I almost put Robertson there.

utterance: Oh.

utterance: All right, can I get your date of birth please?

utterance: Yes, my date of birth is ten, twenty-four, nineteen seventy-four.

utterance: All right sir, ten twenty-four, nineteen seventy-four?

utterance: Yes.

utterance: OK, and your PIN please for this account?

utterance: Could you hold on for that? I had a couple of PIN numbers. I'm just gonna go through them real fast.

utterance: All right sir.

utterance: Hold on one second.

utterance: No problem. Take your time.

utterance: All right, I got four oh three, three nine eight, and I got three four nine, six eight seven. And I recently got four four nine, five four nine.

utterance: All right sir, it looks like your PIN has been updated in our system to four four nine, five four nine.

utterance: OK.

utterance: So for future reference, you can make a note of that so that you don't have to call out those other numbers.

utterance: OK, let me write that down.

utterance: All right sir. Go right ahead.

utterance: All right, thank you.

utterance: That's no problem Mr. Robinson.

utterance: All right sir, and what is the stock symbol you would like to learn more about today?

utterance: I would like to learn about that A M Z N.

utterance: All right, that would be Amazon stock sir. Let me look that up for you right quick.

utterance: OK.

utterance: OK, it looks like Amazon stock is trading up today. It's currently valued at three thousand, five hundred and eighteen dollars, and ninety-nine cents. That's up one point two percent since the close of business yesterday, so that's actually valuating pretty well.

utterance: Oh that's good, that's good.

utterance: Oh OK sir, is there any more stock symbols you would like to give me today?

utterance: Yes, yes, I'm on a roll. Now let me get A A P L.

utterance: OK, sir. that would be Apple stock, all right? Look that up. Right now, that's also trading up, not as well as Amazon stock, but it's trading up today at zero point two percent from close of business yesterday. That current value is one hundred and fifty one dollars and twenty-eight cents.

utterance: OK.

utterance: OK.

utterance: OK but it's still up?

utterance: Yes sir, it's still up.

utterance: All right. OK, that's good to keep in mind.

utterance: Oh yes sir.

utterance: let me get it's, it's OK if I get another quote?

utterance: Oh absolutely sir. Get as many quotes as you like today.

utterance: How about that G I G?

utterance: All right, that's G I G, that is a gaming stock. I'm not familiar with that one but let me look that one up for you.

utterance: OK.

utterance: that's currently valued at thirty-six dollars and seven cents. That's actually down zero point four percent since close of business, but looks like yesterday or the day before yesterday, it went up about four percent, so it's trending up and down.

utterance: Oh man.

utterance: OK. OK, it's kinda shakey to me.

utterance: Yes..

utterance: Hey, can I try another one?

utterance: Absolutely, sir.

utterance: Go right ahead.

utterance: How about I don't know if I've tried this one already, T W T R?

utterance: Oh no sir, you didn't ask about that one. That is the Twitter stock. OK, just let me look that up for you.

utterance: OK.

utterance: OK, yes sir, that one is down as well.

utterance: That one's gone down one percent since close of business but Twitter usually has a good valuation so I wouldn't you know, worry about that too much. That one is currently valued at fifty-three dollars and fifteen cents.

utterance: Oh OK.

utterance: OK, so I won't go wrong from purchasing some of that would I?

utterance: Oh no sir, you wouldn't go wrong with purchasing any of this stock. It actually looks like a pretty good valuation so far.

utterance: OK, how about, how about one more for the road?

utterance: Absolutely sir. Go, go right ahead.

utterance: How about

utterance: G O O G L.

utterance: Oh, so that is Google stock, so yes, that is a very good stock to own. Let me look that up. I checked on that earlier today for myself actually.

utterance: Oh really?

utterance: Oh yes sir.

utterance: All right, that one is currently valuating at two thousand, nine hundred and seventy-seven dollars and four cents. That one has gone up zero point four percent since the close of business yesterday.

utterance: Oh.

utterance: Oh yes, that's what I like to hear.

utterance: All right sir. Is there any other stock you would like to know more about, any other quotes you would like sir?

utterance: no, that is it. Thank you for your help.

utterance: Oh that's no problem sir. I'd also like to mention that we have online banking at this establishment. You can go online and look up these stock prices anytime you want at your convenience if you have online banking with us sir.

utterance: OK. I'll keep that in mind.

utterance: All right Mr. Robinson. Thank you so much for giving us a call today. Again, my name was Gianna and I hope you enjoy the rest of your day.

utterance: All right, you too Gianna.

utterance: Thank you sir, bye bye.

utterance: Bye bye.


utterance: Hi, thank you for calling Intellabank customer service. We hold our customers at the highest regard. My name is Madison, I will be your customer service representative today.

utterance: How can I help you?

utterance: Oh, hey. My name is my name is Matt, and I just just need a email, I may just need to update some of my information with you guys.

utterance: Fantastic, Matt, thank you for calling in. just to be able to access your account I'll be asking some sensitive information to verify your identity.

utterance: can I get your first name and last name?

utterance: OK, so I my full name is Matthew Woods.

utterance: Fantastic, let me just put that in the system. Now, we have several Matthew Woods at our bank, so can I also get your date of birth and your PIN number?

utterance: Yeah.

utterance: OK, so, my date of birth is August first, nineteen seventy-eight, and oh, what's my pin, I always forget my pin number. Give me one sec K? What, you said Madison, we have the Madison. Oh, cool, we have similar names, Madison. Give me one sec, Madison.

utterance: Yes.

utterance: Sure. Take your time.

utterance: OK. hello?

utterance: Yes, I'm still here.

utterance: OK, cool. So pin number is nine nine seven six, and my email address is Matty Woods one two three at Gmail dot com.

utterance: Fantastic. Your pin was nine nine seven six.

utterance: Correct.

utterance: Right. So, I have your system up here, I have your account. I looks like you have the preferred business account, and you have a travelers card with us, and you've made all your payments regularly. Thank you for doing that.

utterance: Mhm.

utterance: what would you like to do with your, with your account today?

utterance: Yeah, I just need to update my email address, I just changed it.

utterance: OK, fantastic.

utterance: what was your old email address, and we'll get rid of that for you.

utterance: OK, so my old email address is just my my full name spelled out, Matthew Woods nineteen seventy-eight, one nine seven eight, at Gmail.

utterance: Fantastic.

utterance: Cool.

utterance: And, why don't you go ahead and give me your new email and we'll get that in the system.

utterance: OK, so my new email is Matty Woods one two three at Gmail dot com. M A T T Y.

utterance: It's just what my friends call me, Matty. And then Woods spelled out, one two three at Gmail dot com.

utterance: Fantastic. So, that's Mattie Woods one two three at Gmail dot com. Is that correct?

utterance: Correct.

utterance: Fantastic. And when did you start using this new email?

utterance: It's ten, about ten days ago, maybe. Ten, two weeks.

utterance: Good, good. So, you've got it running up, up and running and everything's working with it at the moment?

utterance: Yes, yes.

utterance: Great. So it is a good email to switch to. Fantastic. So, we will get that in the system for you.

utterance: All right. now that we have that done, is there anything else I can offer you? I saw that you had the travelers card and we have very many options that you qualify for because of your your credit score, which is in a great standing.

utterance: are there any other services that we can offer you from the bank?

utterance: Yeah, I heard a I'm looking for a new credit card. and I heard you guys might have like, like a double cash blue card, or something, just like a really good cash back card. I hear it's one of the best in the industry. I think it's called double cash blue card. Double cash, yeah. I don't know.

utterance: That's I believe that's the name of one of our competitor cards. But we do have a similar card. It's called a cash back card and it offers you rewards, you get money, on you get a certain percentage on gas, you get cash back on shopping, on groceries. you can also specify which one specifically you want to get more of a cashback on. If you spend more on gas, if you drive a lot for work, that's, you know, that's a good option, or you know, if you spend a lot on groceries you can choose that option as well.

utterance: Mm.

utterance: Oh, great.

utterance: OK, and then what's the, what's the return, is it two percent, two percent on everything? Or is it?

utterance: Three percent cash back.

utterance: Three percent?.

utterance: Nice. OK, and what what color is the card? Is it, is it a good looking card? I don't know, I'm kinda weird that I want my card to at least like, like look cool, you know.

utterance: Oh, it looks cool. Don't you worry about that.

utterance: All right.

utterance: cool. So, it's not blue? It's what color is it?

utterance: It's red.

utterance: Oh, it's red. Oh, cool. I, I've always wanted a red card. All right cool, I like red. sounds good. And that's you guys' cash back card?

utterance: Yes, yeah.

utterance: OK.

utterance: Cool. .

utterance: It's one of.

utterance: Our most popular cards.

utterance: All right, I'm gonna do that.

utterance: Fantastic, we'll go ahead and put in that request in for you. You should be getting an email about that shortly, coming to your new email so, you will get that piece of information in the next thirty seconds to one minute.

utterance: is there anything else I can do for you with your account?

utterance: no, that's it.

utterance: Fantastic.

utterance: So, we're gonna go ahead and make those changes for you.

utterance: And if you would like to stay on the line to answer a short survey after this call, we would greatly appreciate the feedback. Otherwise, we hope you have a great day.

utterance: Oh, thank you. You too.

utterance: Thank you.


utterance: Good evening, thank you so much for calling Intellibank. Where customer service is our number one goal. My name is Nancy and I'm here to help.

utterance: Hi Nancy. OK, let's see if you can help.

utterance: I hope I can. I know I can.

utterance: I'm sure you can so I I'm actually calling mainly because I wanna talk about the exchange rate. About what's happening. First of all. do you have my information? Could you could you potentially pull that up?

utterance: I sure can. May I get your name please?

utterance: Yeah, it's Excuse me.

utterance: Oh my goodness. Now you're starting me. OK. Now we got that out of our system.

utterance: Yes. so Pail Stigliano.

utterance: OK. OK. S T I G L I

utterance: G L I

utterance: A O N A I N O.

utterance: Good I got it right. OK.

utterance: Yeah.

utterance: All righty and Paul may I get your four digit pin number associated with your Intellibank accounts?

utterance: Seven three one six.

utterance: Seven three one six. OK.

utterance: OK.

utterance: OK. Terrific and may I please get your date of birth?

utterance: yes. It's September thirteenth nineteen twenty-nine.

utterance: OK Wow! You got me there. It's OK.

utterance: Just kidding!

utterance: I'm just kidding. It's September thirteenth nineteen seventy-eight.

utterance: There we go. Now your voice matches what your your birth year. OK. All right. Very good. Otherwise your you would have been saying would you like a butterscotch young lady? I got one in my pocket. nineteen twenty nine.

utterance: Oh man.

utterance: I've been been saying it from my grave.

utterance: Oh. All right. All right, so.

utterance: All right

utterance: Now that

utterance: Our comedy routine is behind us. I do have all your account information and I do wanna thank you for being a valued costumer. I see that you carry your credit card with us, your checking account, savings. and your secured loan. and. O~

utterance: Yes, that's

utterance: Correct. All of the above.

utterance: OK, great.

utterance: And and I know that Intellbank has really given me good rates and you guys have been really good to me. So I just wanna say thank you so much for that.

utterance: Oh your So welcome, at Intellibank like we say, customer service is our number one priority. So glad to know that we're keeping you happy.

utterance: that's lovely. Thank you so much. OK, So I'd love to know the exchange rate to I'm planning on I'm planning on sending my kid to France. Paris, so I wanna know what the exchange rate of the dollar to the euro is.

utterance: Mhm.

utterance: OK.

utterance: Right now.

utterance: Not the frank but the euro

utterance: Not the frank but the euro.

utterance: All right. All right. We'll go with that international currency.

utterance: It's not even. It's not even in existance anymore is it?

utterance: I know I'm just teasing,

utterance: it's funny. You got me. You got me. I guess I'm not traveling enough to know that I've lost somewhere in the in the midst of the change. I was didn't stay with me. So anyways. So that's the euro. That's the euro. Yes.

utterance: Yeah.

utterance: Euro. OK.

utterance: OK. So let me look this up here. and so you're just. You're just looking to get the current exchange rate are. Are you going to be doing a wire transfer at the moment?

utterance: No, he's gonna basically take the money with him.

utterance: Got it. OK.

utterance: Petty cash.

utterance: All right. That's good. all right so compared to the United States Dollar. The euro is coming in At one point four five.

utterance: OK. One point four five. Wait wait.

utterance: So how much does that make it for Every dollar to the euro is what? What am I looking at?

utterance: So.

utterance: So for every dollar like if we were gonna translate that to the American dollar. They're getting seventy-five cents to the American dollar.

utterance: Seventy-five cents to the American dollar. OK All right. I think that's. I think that's good.

utterance: When is your son traveling?

utterance: Maybe I should probably follow up with you guys in about a couple of weeks.

utterance: OK.

utterance: You know, how what was it two weeks ago? I want to see what the consistency .

utterance: That's what I was gonna Yeah, that's what I was gonna say.

utterance: I can based on how far off his travels are. I can look back and see how we've been doing over all. So for two.

utterance: And I'm

utterance: Sure that the pandemic has affected travel so.

utterance: Oh yeah. Well things.

utterance: What's the rates because of that?

utterance: Yeah. It's it's picking up. It's it's getting better So at right now where it's at one four. One point four five. Two weeks ago it was at one point three five and a month ago it was one point four zero So it's been, you know moving around. But overall it's been pretty consistent.

utterance: OK. All right. OK, well then that that answers my question. Oh, I'll cross that bridge again in probably two weeks. Before he takes off.

utterance: OK.

utterance: OK. Terrific.

utterance: Better time, yeah. Thank you.

utterance: Well.

utterance: Well thank you so much for calling Intellibank and have a lovely evening.

utterance: Yeah, you as well.

utterance: Bye bye.

utterance: Bye bye.


utterance: It's fine.

utterance: Hello and thank you very much for calling Intellibank. My name is Michael. How may I be of service to you today?

utterance: Hello.

utterance: Hi Michael. This is Tina and calling on behalf of my own personal small business that I own.

utterance: Oh congratulations on owning a small business.

utterance: Thank you.

utterance: Thank you so much. Tina's Treats. Tina's Treats and so something great's happening for Tina's Treats and we are expanding. We are expanding Michael.

utterance: Oh congratulations. You you gonna be opening up new locations?

utterance: Yes absolutely.

utterance: Oh wow. I would like to suggest if you don't mind. I'm I'm not sure why you are calling today but I would like to suggest if you're opening up another location that you apply for one of our real estate loans to help with the purchasing of that location.

utterance: Well Michael guess what? That is why I'm calling.

utterance: Oh fantastic.

utterance: You're great at your job.

utterance: Oh thank you so much. I'm sure you're great at yours. That's why you're expanding.

utterance: That is why Tina's Treats is skyrocketing to success.

utterance: What what kinda treats do you sell at Tina's Treats if you don't mind me asking?

utterance: So we do custom treats. we specifically are on the trend of working with people's food allergies or special food preferences. So say that you wanted to order any type of treats, cakes, candies, ice creams, pies, we could do it all and we will customize to your specific dietary needs.

utterance: Oh that sounds fantastic.

utterance: Yeah. You can come into our. Into our store. You can order online. we ship worldwide all over the world. Mhm.

utterance: Oh fantastic.

utterance: Yeah we're partnered with Amazon.

utterance: Wow! That is great.

utterance: Mhm.

utterance: did you wanna begin the loan process with us today?

utterance: Yes

utterance: Michael. Yes.

utterance: Oh fantastic. So I just need to get a couple of pieces of personal information to apply for that loan. I see that you have a business checking account with us. So I'm just gonna need you to confirm your personal info that we already have on file.

utterance: OK.

utterance: Mhm.

utterance: All right.

utterance: is that all right?

utterance: That sounds good.

utterance: And then we'll give you a you'll receive a loan decision.

utterance: Mhm.

utterance: In the mail in five to seven business days.

utterance: And I'm pretty sure it'll be a yes.

utterance: Aww here's hoping.

utterance: Mhm.

utterance: Looking at your details here I think I can already tell you yeah. That's That looks pretty good.

utterance: Yeah.

utterance: I think this is. I think this is gonna go through here. You've been a customer long enough. You're credit score with us is in good standing. So yeah let's go ahead through with this application process.

utterance: OK Michael.

utterance: So I'm just gonna need to get your full name as it appears on your account.

utterance: OK that would be Tina Trickoreatus.

utterance: And your date of birth?

utterance: August eleventh seventy-seven. Nineteen seventy-seven.

utterance: And I'm gonna need the last four of your social security number.

utterance: One zero three seven.

utterance: And I'm gonna need your current street address.

utterance: my current my current home address?

utterance: no your address of your business.

utterance: OK and.

utterance: Whatever the one is that we have on file here. That could be your business address. It could be your home address. I it doesn't say but I'm assuming since this is a business loan that it is a business address.

utterance: Oh.

utterance: OK. So my main office is located at fourteen thirty-seven Curlington Avenue in Rochester New York. nine one one seven one one.

utterance: All right and do you have the address of the location that you will be purchasing with this real estate loan?

utterance: Yes. I just. I'll need to go and go get it in in my other office. It's in my other office.

utterance: All right. I can hold.

utterance: Thank you. OK and that would be one two one two Screwlington Way in Arizona. Tempa Arizona.

utterance: Great. Well that is all the information that I needed from you.

utterance: OK.

utterance: I'm gonna go ahead and.

utterance: Congratulate me?

utterance: Not quite yet. I'm gonna submit this loan.

utterance: Oh!

utterance: And you will get the results in three to five business days.

utterance: Can they be texted to me?

utterance: yeah. Would you like that with the number on file?

utterance: Yes please.

utterance: Great.

utterance: Thank you.

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

utterance: No pleasure doing business with you.

utterance: Thank you so much for calling Intellibank. You have a wonderful rest of your day.

utterance: You too. Goodbye.


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

utterance: Hi Daisy. This is George. How's your day going?

utterance: My day is going great! How about you George?

utterance: It's going great. I'm actually looking to expand my business. so, I actually need a to apply for a loan. Is that something I can do with you, over the phone right now?

utterance: Yes, we can do loan applications over the phone. What kind of loan are you looking for?

utterance: I'm looking to apply for a secured loan.

utterance: Absolutely, I'd be happy to help you with that George. Let me just pull up that screen. What is your full name George?

utterance: George Emory.

utterance: Can you spell that?

utterance: G E O R G E E M O R Y.

utterance: Thank you. Your address?

utterance: Sixty-one Bluebird Court, Branson, Missouri five five three two four.

utterance: Great, what's your social security number?

utterance: Four two one three eight four four eight one.

utterance: Your driver's license number?

utterance: I my driver's license is in my wallet, which is in the other room. Do you mind giving me a second while I go grab that?

utterance: Not at all. Take your time.

utterance: Thank you All right, I've got that it is Z one zero seven two eight nine one one two.

utterance: Did you say Z?

utterance: Yes.

utterance: And what state was that issued in?

utterance: Missouri.

utterance: Thank you. What is your Intellibank pin number?

utterance: It's sixteen sixty-two.

utterance: And what is your email address?

utterance: G Emory trades at Gmail dot com.

utterance: G E M O R Y T R A D E S?

utterance: That's right.

utterance: Thank you. What is the name of your business?

utterance: Emory Data Management.

utterance: Are you the sole owner?

utterance: Yes.

utterance: And when was your business established? So, business establishment date.

utterance: It's December eighteenth, twenty nineteen.

utterance: Thank you, and what are your gross annual sales?

utterance: Eight hundred eighty nine thousand dollars and I'm sorry I'm a little flustered. Eight hundred and eighty-nine thousand dollars.

utterance: And what is your tax ID number?

utterance: Seven three nine seven zero zero one zero two nine.

utterance: Thank you. What is your business street address?

utterance: One fifty three Pinecone Circle, Branson, Missouri, five five three two four.

utterance: Now, would you like your mail sent? Either your home or your business address?

utterance: my business address.

utterance: So, one fifty-three Pinecone Circle, Branson, Missouri, five five three two four?

utterance: That's right.

utterance: And we're doing a secured loan request. What would you like for your collateral?

utterance: Let's do my business inventory.

utterance: OK. What is the purpose for this loan request?

utterance: I need to upgrade my upgrade my servers and date equipment.

utterance: OK. How much would you like to request?

utterance: I'm gonna need thirty-five thousand dollars.

utterance: All right and how long, what will the loan term be?

utterance: Thirty-six months.

utterance: OK. All right. Well, that completes the application process. Now, shortly you'll receive and email The email will ask you for supporting business documentation and it will outline what is what is considered acceptable supporting business documentation. Once you get all of that sent back and submitted, then you will get the results of your application within three business days. Does that all make sense?

utterance: Yeah, will the results of my application come by a phone call or by an email?

utterance: There will be email.

utterance: OK, good.

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

utterance: Nope, that should do it.

utterance: All right, George. Well, we appreciate your business and thank you for choosing Intellibank. You have a wonderful day.

utterance: You too. Bye.

utterance: Bye now.


utterance: Hello. And thank you for calling Intellibank. This is Mitchel. How may I be of service to you today?

utterance: Hey Mitchel. This is Kevin. I was just looking to check my investment status with you guys that I have in my account.

utterance: All right. that is not a problem at all. The best way for us to start will be by pulling up your account here. And to do that I am going to need your full first and last name as it appears on your Intellibank account.

utterance: the first and last name I'm go ahead and spell it out for you. first name is Kevin. That's K E V I N. And the last name is Butler. B U T L E R. And I have my address too if you want that or do you need anything like my social security number or like what would be the the best way to get this pulled up?

utterance: Great.

utterance: N~.

utterance: Not just yet. but I am going to need your date of birth.

utterance: my date of birth is gonna be four thirteen seventy-nine.

utterance: All right. And what is your four digit account or I'm sorry about that. What is your six digit account number?

utterance: my six digit account number is two five zero one zero seven

utterance: All right. And your four digit security PIN.

utterance: Is two nine three eight.

utterance: Great.

utterance: That's actually my my wife's birthday so I I try and do that so I can remember.

utterance: Oh gotcha. You know just a quick tip I understand that it makes it easier to remember because it's your wife's birthday but things like birthdays are one of the things that hackers thieves lowlifes try to use to guess security PINs when they call in. So we actually recommend that you keep your security PIN a random four digit number that you don't use for anything else. but that is just a tip. That is not required. I'm not trying to tell you how to use your account. Just it's suggested that here for me.

utterance: It's good advice. I might take you up on that. Would I be able to change that PIN with you or would that have to be someone else different department?

utterance: Yeah we can absolutely change that PIN.

utterance: OK. I might wanna do that but let me let me think of a better a better number that isn't so obvious.

utterance: Well right now we're pulling your account up. The page here is still loading. Sorry about that. This will just take another second.

utterance: No worries. Did you need my address at all or do you need any other verification methods for my account?

utterance: not yet. It depends on what you're gonna need from us today. What was the purpose of your call today?

utterance: I just wanted to check my investment. get that sent out to me for the last you know. Year or so. Just so I can kind of get my ducks in a row for tax season coming up

utterance: Totally understand. And how would you like that sent?

utterance: would you be able to fax that to me so I have a paper copy as well as email it. You know I wanna have. You know. Make sure I can file it away then I don't want to.

utterance: Absolutely. I'm just gonna need to get you to verify the email address we have on file for you. And then verify you fax number.

utterance: So the email is gonna be my first initial last name. K Butler. it's gonna be Butler B U T one T L E R. And then one two three at Yahoo dot com.

utterance: All right.

utterance: Are you sure you didn't need my social cuz I I have the last four digits if you need that.

utterance: I do not need your social. but before I can send this out I am going to need one of your security questions. Oh actually one of your security questions is your social.

utterance: Oh. Perfect. I I had a feeling I set set set that up like that.

utterance: So that is all I'm gonna need.

utterance: All right. So just the last four digits or would you like the whole thing?

utterance: Just the last four digits.

utterance: All right. The last four digits are nine six four four.

utterance: All right. Well that has been sent out to you. Anything else I can help you with today?

utterance: No. I'll just I'll look for those emails and I appreciate your help.

utterance: Thank you for calling Intellibank and you have a wonderful rest of your day.

utterance: Thank you. You as well.


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

utterance: Hey, Danielle. How you doing today?

utterance: OK. How are you?

utterance: I'm doing good. I wanted to talk to you about I'm guessing it's called a secure loan. I wanted to apply for a secure loan. you see, I'm a a customer of of your bank and I have a I have a cleaning business. And things have been going pretty good and but I know it can go better if I have more you know staff, more outlets. so I wanted to take out like I said a like a secure loan and get a couple more vehicles to expand my staff, to pick up more business, to make more money.

utterance: That sounds amazing. That sounds great. I can totally help you with that. We'll get your application going. I'm gonna ask you a series of questions. You have a little bit of time?

utterance: I do.

utterance: For that? OK. Perfect. So let's start with your. Oh I'm sorry.

utterance: Lemme just. like I like I said, like I have a cleaning business and I just it just popped in my head like do you realize how dirty some people are? I I hey, you you you're head would spin at the things that we see.

utterance: Uh-huh.

utterance: Oh.

utterance: Wow. I don't even wanna think about that.

utterance: It it's.

utterance: It's a scary world out there. It's a it's it's a dirty world out there.

utterance: Yeah.

utterance: Well someone's gotta do it. Somebody's gotta clean up after the slobs out there.

utterance: Yeah. And Costello's Cleaning is doing it.

utterance: Oh! OK. I love it. All right. So what's your first and last name?

utterance: It's Peter Costello.

utterance: OK, Mr. Costello. And what is your personal street address?

utterance: my personal street address is two oh seven. Drive.

utterance: OK.

utterance: And what city is that?

utterance: It's in Nashville Tennessee.

utterance: And the ZIP code please.

utterance: Three seven two one eight.

utterance: OK. And Mr. Costello, can I get your Social Social Security number? Sorry about that.

utterance: My Social Security number is two one eight five two. Three four six eight.

utterance: OK.

utterance: OK. Perfect. And do you happen to have your driver's license number on you?

utterance: Mm, Hang on. Hang on.

utterance: OK. Take your time.

utterance: OK. Yup.

utterance: OK. Great.

utterance: All right. Driver's license number is three one two two zero oh seven six.

utterance: OK.

utterance: Do you need the tax ID number? Do you need.

utterance: Well can I. Lemme have. What's the state your driver's licensed is issued?

utterance: It's Nashville.

utterance: Nashville. No, the state. It's what Tennessee obviously, right?

utterance: Tennessee.

utterance: I'm sorry. Yes.

utterance: OK. so what is your PIN number?

utterance: OK, the PIN number is one zero. Eight five.

utterance: Mhm.

utterance: OK. And your email address?

utterance: The email address is Costello's Cleaning. At Gmail dot com.

utterance: Mhm.

utterance: And is the C capitalized?

utterance: It is.

utterance: OK. And are you the sole owner of the business?

utterance: I am.

utterance: OK.

utterance: Do you need the address of the business or.

utterance: yeah, well actually first let me let me have, if I can, the date the business was established.

utterance: It was April. Twelfth. Twenty fifteen.

utterance: Mhm.

utterance: OK.

utterance: OK. And what are your gross annual sales?

utterance: It's around eighty-five thousand a year.

utterance: OK. And do you have your tax ID number on you?

utterance: I hey, I do.

utterance: Oh, that's perfect. OK.

utterance: All right. It's two three. Six five. Seven one. Eight one three.

utterance: OK.

utterance: Mhm.

utterance: OK.

utterance: OK. And now I'll take your business street address.

utterance: OK. The business street address is seventy-two hundred. Locust Street. And that's Nashville Tennessee. Three seven two zero one.

utterance: Mhm.

utterance: OK.

utterance: OK.

utterance: OK. And what . Excuse me. I'm so sorry. It's been such a long day. I apologize. it just I need my third of cup of coffee. So OK, so what where would you like your mail to be sent to? Do you want it to your business address, to your personal?

utterance: Actu~

utterance: Actually, to to the personal address. Yeah, because you know at the the business we're out you know we're out a lot on the road and everything. Yeah.

utterance: OK.

utterance: Yeah.

utterance: Yeah, I understand that. And what type of collateral are you gonna put up for the loan? Do you do you did you decide that yet?

utterance: I was guessing my home.

utterance: OK. Your home. OK. OK. And how much were you looking to get for the loan?

utterance: I was thinking around thirty-five thousand.

utterance: OK. And we already talked about the loan purpose. So and also, how long do you think you would like to have to pay it back?

utterance: I'm think six years.

utterance: OK. OK. So we're gonna need you to send over any supporting business documentation so we can get the process started immediately like your a copy of your business license and your EIN number.

utterance: Do you need like deed to my house or anything like that? OK.

utterance: Yes, we'll need.

utterance: We'll need a copy of that. And usually it'll take about forty-eight to seventy-two hours. To get back to you with a decision but I see that you are an outstanding customer. Just looking at your file, I don't think there's gonna be a problem as long as you get us over the supporting documentation that we need. we'll be able to help you know as soon as we can as soon as we get that info. So I am gonna send you a link to your email. Just click on that link and you'll be able to upload everything to us quickly.

utterance: OK.

utterance: OK.

utterance: It'll go right to your file and then you'll be hearing from us ASAP.

utterance: That sounds like a plan.

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

utterance: That's everything.

utterance: All right, Mr. Costello. You have a great day and you'll be hearing from us soon.

utterance: Great. Thank you so much.

utterance: OK. Bye bye.


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

utterance: Yeah, I'm putting together my expenses for the month and I need some help regarding my accounts.

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

utterance: It's Jill Baker.

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

utterance: it doesn't matter. You can call me Jill.

utterance: All right Jill, so what kind of account, can you tell me what kind of account you have with Intellibank?

utterance: Yeah, I have the SBA five oh four loan and a checking account.

utterance: All right Jill, so you said that you were figuring expenses for the month. were you wanting me to tell you the balance due for your loan payment to help you do that?

utterance: yeah, just for the month if you could?

utterance: Yeah Jill, I can do that. what is your account number?

utterance: My account is three four six, zero two, nine nine eight.

utterance: All right Jill, and can you tell me the name of your business?

utterance: Yeah, it's Johnson Controls.

utterance: OK Jill, and then can I also get a date of birth for you?

utterance: Yeah, March second, nineteen eighty.

utterance: OK, and it looks like your account has a four digit PIN number on it for security purposes. Could you also share that PIN number with me?

utterance: Yeah, it's six four seven eight.

utterance: OK, All right Jill, so it looks like on your loan, the balance still owed, the balance that's owed on the card is nine thousand, nine hundred and thirty dollars. That's how much it would be if you paid it off today, and then the next payment due on October the next payment is due on October thirtieth, and that is for four hundred and two dollars and twelve cents.

utterance: OK, thank you. I'm writing this down.

utterance: OK, did you have any other accounts you would like me to check for you or would you like me to make a payment for you today?

utterance: well can you make that payment for me? Does it cost anything to do that over the phone?

utterance: Yep, I can make a payment for you over the phone and no, there's no charge for taking that payment from you. did you want me to draft this payment from your Intellibank preferred business checking account or from another account?

utterance: no, you can take it from my checking account, that's fine.

utterance: OK, let me get that payment made for you, gimme just a second OK while I get all this transferred over. and then I'll email you a receipt. Can you maybe possibly just confirm your email address for me?

utterance: Yeah, it's J Baker at Johnson Controls dot com.

utterance: OK, be just a second, I'm gonna get this paid for you, and that's gonna be four hundred and two dollars and twelve cents that I'm gonna pay for you today. All right, so I've got that paid, now I'm gonna try to, now I'm gonna send you over a receipt so you get a receipt for that payment, be just one second OK. OK. All right, I have that sent for you, so you should have the receipt and the payment's been processed. let me look here real quick, I just wanna make sure, yep, so everything's been sent. You should be able to see it in your email now.

utterance: OK, can you tell me one more thing, if I paid my loan today, would I what would I save on interest for paying it off?

utterance: OK, yeah, let me, let me look in this, so if I do a projection for that payoff based on the interest for years, I can tell you I mean, it's gonna be a projection so it's not gonna be an exact number, but give me just a second to run those numbers for you real quick.

utterance: And you're wanting a full payoff, is that correct?

utterance: Yeah, I mean, I'd just like to know what it is if I paid it off.

utterance: OK, gimme just a second OK.

utterance: OK, so you're just wanting to see what what you save on interest correct? Like so what the amount is that you'd save on interest, not what, I mean, cuz you're, right now if I if you paid off today, that's gonna be the nine thousand nine dollar, nine thousand, nine hundred dollars and thirty cents that I quoted you earlier, and it looks like if you if you're strictly just trying to see what you're saving for interest on that loan, if you paid it off today, you'd save four thousand, ninety dollars and thirty cents over the course of the loan if you paid it off today, early basically.

utterance: OK, I'm not gonna be able to pay it off today, I was just I would like to maybe in like a year or so, but I just wondered how much that might save me if I didn't take out like the other fifteen years, so if I didn't keep it the other fifteen years, the loan, I was curious into what it would save in interest.

utterance: OK, yeah I understand. Jill, do you have access to online banking by any chance?

utterance: yeah, I have my checking on online banking.

utterance: OK Jill, so I do wanna let you know that you can check your loan balance due and the amount of payment by going to your online banking account and choosing the loan tab. so another option for you in the future if you wanted to, to just see what your monthly payment was, or even to make a payment, you can do that through your online banking. What you'll do is you'll log in to your online banking, just like you normally would to review your checking account, and then at the top of that page, they'll have little tabs, and one of those will say your will have your loan information on it. You'll click on that tab and it should give you a breakdown at the very top of the page. about how much is left in your balance, what your payment is due, just a lot of little factors in there that'll give you, but you can, it'll, there's a submit payment button on there and you can actually make a payment through there as well. or you can always call us anytime, we're more than happy to do that over the phone for you as well, but it's just a second option if you ever if you ever decide you wanna make another payment and maybe our office hours aren't open.

utterance: OK, I didn't even know that I could do that online so that's very helpful.

utterance: All right Jill, so was there anything else that I could do for you today? I've got all that, I've got that payment made for you today, and it's just that one time payment so if there's nothing else I can do for you today.

utterance: I don't think so, oh, I appreciate it though.

utterance: All right Jill, well thank you for choosing Intellibank. You have a great day OK.


utterance: Thank you for calling Intellibank. My name is Jo and who am I speaking with?

utterance: Oh wow, I'm also Joe.

utterance: Joe! Goodness. Two Joe's just Joanne. And Joe, how can I help you today?

utterance: Yeah, how about that? Two Joes.

utterance: By the way, my dad's name is Joe.

utterance: Your dad's name is Joe too. My dad's name is Joe and also my mom's name is Jo.

utterance: Mhm.

utterance: Oh how about that?

utterance: Yeah family of Joe's generational.

utterance: Jo you don't mind if I eat some crackers during this do you?

utterance: Please do. I would be uncomfortable if you didn't.

utterance: All right so here's the problem Jo.

utterance: Yeah.

utterance: I got a rent rate increase on my savings account there.

utterance: Mm OK rate increase. That typically happens if you have taken money out of your account and gone below your minimum. Is that something that happened Joe? Be honest.

utterance: Well I think it might've. I had took the misses to Cancun so.

utterance: OK. Cancun. and.

utterance: You can't.

utterance: Nickle and dime there. So like.

utterance: Well.

utterance: No you can't. You know one beer is twenty-three hundred dollars.

utterance: Mhm.

utterance: So Joe what do you want to do about this rate increase? Did you want to deposit some funds today?

utterance: I guess I have to Jo. So how do I do that?

utterance: I don't think you have a choice. So let's get some details from you. could I have your customer PIN number?

utterance: PIN number's two zero two two.

utterance: Two zero two two? OK. All right, could I confirm your email address?

utterance: Email address is Joe's garage shop.

utterance: Joe's Garage shop.

utterance: At Gmail.

utterance: Dot com.

utterance: OK great. Joe's Garage Shop OK. And your business name is Joe's Garage I'm assuming?

utterance: That's correct.

utterance: OK great. All right can I confirm your address and your social security number?

utterance: Well the address is for me or for my business?

utterance: For your business.

utterance: The business yeah. Sixty-three hundred Wilshire Boulevard Los Angeles California nine zero zero three six.

utterance: OK that's the one we have here. And then your social?

utterance: Social's two zero two six seven eight nine zero one.

utterance: Mhm. OK, great. All right. Sounds good. Well, how much would you like to deposit today to bring your balance up?

utterance: Well how much do I have to to make that happen?

utterance: Well the minimum balance that needs to be in your account at a time is five hundred dollars and you have withdrawn looks like with all those charges you made you're down to a hundred. So minimum you need to deposit four hundred.

utterance: Mhm.

utterance: Yeah OK we can do that.

utterance: OK all right we'll bring you up to four hundred. and then your service fee is fifteen dollars. So would you like to do four fifteen?

utterance: Is there any way to get that waived?

utterance: well we could waive it as a one time courtesy for you since you weren't expecting that rate increase. So I'll go ahead and make that note. OK and then can you confirm your bank account number for me?

utterance: Mhm.

utterance: yeah one zero zero two nine eight two nine nine.

utterance: OK and how about your routing number?

utterance: two zero two four one.

utterance: Great. All right I'll go ahead and make that request for you. Do you mind if I put you on a brief hold?

utterance: Yeah go ahead.

utterance: All right Joe keep eating those crackers.

utterance: I will.

utterance: All right, Joe. I have put in that request for you and that was approved. So.

utterance: OK.

utterance: Great.

utterance: Your rate increase will be it will be waived and you'll notice it go back to normal after this month. But it has been waived so you won't experience that increase again.

utterance: OK great I really appreciate it.

utterance: Not a problem. My please assisting you Joe. Take care.

utterance: You too. Bye.

utterance: Bye.


utterance: Hello and thank you for calling Intellibank. My name is Ruthie and I'll be glad to assist you on today's call. How, how may I help you?

utterance: Hey, I would like a couple of things. First off, I wanna check my account balance and I wanna get the customer price index.

utterance: Mhm.

utterance: OK. Not a problem. first, may just get your first and last name?

utterance: Yeah it Michael M I C H A E L. Then Chandler. C H A N D L E R.

utterance: OK.

utterance: OK, great. All right. And may I have, for security purposes, your four digit PIN number?

utterance: Yeah, it's two one seven four.

utterance: OK. Great.

utterance: All right.

utterance: OK, I do see your account information pulling up. And just again, for security purposes, can I please verify your date of birth.

utterance: July, second. Nineteen ninety-two.

utterance: OK, perfect. All right. And you said you wanted to check an account balance?

utterance: I wanna check my account balance please.

utterance: OK. Are we checking your the balance on your checking account? On a credit card, what can I check?

utterance: I'd like my checking account first and if.

utterance: OK, great. The the balance in your business preferred checking account is six thousand, four hundred twenty-eight dollars and ninety-eight cents. And you'd like to check a credit

utterance: Oh.

utterance: Sorry, go ahead.

utterance: Ho~

utterance: how much do I have left on there? Like, what's my credit?

utterance: Well, this is a checking account so it. This is just the amount of money you have in there.

utterance: Sorry.

utterance: But if you, I'm sorry if I misunderstood you, that, that was the checking account balance but you'd like to know the balance on your credit card?

utterance: OK. Yes.

utterance: Yeah, just six thousand dollars I get paid more than that. Jesus. Yeah, what, what do I have on my credit card then?

utterance: OK. On your business silver card, the current balance on that is four hundred ninety-two dollars and seventy-eight cents. The available credit that you have thirteen thousand four hundred dollars. That's your available credit.

utterance: Yeah.

utterance: Looks like you just .

utterance: Now I know I had more than

utterance: Six thousand dollars in my Sorry, I'm just kind of thrown off by that. It's kind of.

utterance: Let me just take a quick peek in there, I can see the transactions that may have .

utterance: Well, I should have at least

utterance: Twenty thousand.

utterance: OK. Well it does look like there was a cheque, cheque number two seven nine four that posted on the twenty-sixth of October.

utterance: Uh-huh.

utterance: And that was for Fourteen thousand four hundred and ninety-two dollars. It looked like that went to Delta Building and Supply.

utterance: I mean that's right, I'm talking about like afterwards I should have.

utterance: Mm. Sorry I don't know how to address that for you.

utterance: This is

utterance: I mean now.

utterance: No, no. It's fine. It's fine. It's not really your fault, I just kinda hate it when this crap happens. OK. All right what's the customer?

utterance: Did you, did you want me to check any deposits ?

utterance: I don't

utterance: Wanna deal with that right now.

utterance: OK.

utterance: I don't.

utterance: All right. Anything else that I can help you with today?

utterance: Yes, with

utterance: The customer price index.

utterance: The the consumer price index? OK. And so let me just pull that screen up for you.

utterance: Consumer price. Yes.

utterance: Mhm.

utterance: OK. And what type of goods are we talking about for consumer pricing?

utterance: All right, right now I'm looking at mufflers.

utterance: Mufflers? OK, so that I'll find that under auto-parts. OK, and it looks like that comes in boxes, units of three.

utterance: Yes please.

utterance: Yeah, that's correct.

utterance: And well OK. the amount for that is two hundred dollars per box.

utterance: I'm aware.

utterance: OK.

utterance: OK. Would you like me to check any other goods?

utterance: Yes please. I'm hoping if you could please check air filters. And those come in a box of five.

utterance: Air filters.

utterance: OK. OK, that looks like those are currently at the rate of twenty dollars a box.

utterance: All right. OK, well. thanks for telling me I've six thousand dollars. I appreciate it.

utterance: OK. Not a problem. Is there anything else I can assist you with? I can check any other price index? Or, if you'd like, I can also send you over to our checking account specialist. If you'd like to go over there's they might be able to explain things in more detail or or look into, look into history.

utterance: Yeah. I'll

utterance: I will just call you later. How does that sound?

utterance: Oh, whatever you'd like.

utterance: All right. Thank you.

utterance: All right Michael. Well you have a good day and thank you for calling Intellibank.

utterance: Of course.


utterance: Hello, and thank you for calling Intellibank. My name is Vanessa and I will be assisting on this recorded call for your customer satisfaction. How may I help you today?

utterance: Vanessa, there was something that I got in the mail that was talking about SBA loans. SBA, seven eight, and I was just wanting to see if I could get some information on that. Might wanna expand the business a little bit so what we can do.

utterance: OK.

utterance: All right so just.

utterance: Can you help me

utterance: With that?

utterance: I sure can and may I get your name please?

utterance: Yes, my name is Butch.

utterance: And your last name Butch?

utterance: Butch Black.

utterance: Butch Black, OK. Double B. Okay, so. In a nutshell, the best way to describe the SBA seven A loan It is a loan that is easier to obtain than say a term loan or a secured loan, because it is also supported by the federal government It generally is an easier loan for customers to apply for, carries, longer terms, Fixed at a fixed rate, with no penalty for early payoff.

utterance: Double B

utterance: Okay.

utterance: Does that, is that make sense, am I explaining that correctly for you?

utterance: You're doing a, you're doing a great job. You're doing a great job. Yeah just

utterance: And just to let you know Thank you. And Butch, you can even apply for it over the phone, you can apply online, you can apply on the mobile app, or within a branch, but I can do that for you right now, and it takes about three to.

utterance: Good information .

utterance: Three to five minutes.

utterance: No no, I don't do information no online. That's that that stuff that's out in The Matrix so I would much rather do it with you and .

utterance: Talk.

utterance: To a human being?

utterance: Right, I like people.

utterance: I like people too. So would you like me to go ahead and start this process for you?

utterance: Yeah, let's do it.

utterance: Okay great. And under the loan is it going to be under your name, Butch Black?

utterance: Butch Black. That's right.

utterance: Okay. And, what is your? Business address please?

utterance: Okay the ranch is located at five six eight nine Oaklawn Drive. And that's in San Bernadino California. Nine zero zero zero eight.

utterance: Okay great. In this business address, is that also the same as your mailing address?

utterance: Yes we can all of our shipments and our horses sent there, yes.

utterance: Okay. Horses by mail, huh?

utterance: Yes, and the mail-order horses and ponies as well.

utterance: OK. And what is your social security number?

utterance: Oh, my social is five two four six zero seven eight nine two three.

utterance: OK terrific. And then your Driver's license please.

utterance: Four zero five. It's, it's a California driver's license. Four zero five, eight four two, six zero seven six.

utterance: Mhm.

utterance: OK.

utterance: Six zero seven six. OK. And can you let me know the best email address for you to have listed with us?

utterance: Yeah.

utterance: That would be Double B Ranch at horses dot com.

utterance: OK, sounds good. And Butch, are you the sole owner of this business?

utterance: I am.

utterance: OK very good.

utterance: Just me

utterance: Here.

utterance: And what year did you establish your business?

utterance: Well we started this thing back in ninety four,

utterance: Oh my.

utterance: I think it was, back in May.

utterance: Okay. Nineteen ninety four. Goes back a long way.

utterance: Come on back a ways, yeah.

utterance: All right. And then for last year, two thousand twenty, what were your gross annual sales?

utterance: we we eclipsed about two thirty-eight, two hundred and thirty-eight thousand.

utterance: OK, terrific. And what is your tax ID number please?

utterance: Tax ID Two zero seven, six zero five, five four three two.

utterance: OK, very good. and as I was saying, the terms are up to ten years. So how much would you like to apply for and how long?

utterance: Gonna do hundred thousand, for ten years.

utterance: OK. .

utterance: Put about

utterance: Fifteen percent down on that.

utterance: OK, let me, give me one moment, I'll get to that screen. OK so ten years all right and yes between five to twenty percent down and I'm sorry how much again?

utterance: Fifteen percent.

utterance: Fifteen percent. Okay just be advised that that down payment would be due if you're approved within forty eight business hours.

utterance: Okay.

utterance: Alright. And then lastly I see because you are a Business Preferred customer Upon approval, you can have those funds routed directly into that account. Is that what you'd like?

utterance: That'd be great.

utterance: Okay great. Well that's everything on my end. Thank you so much for being a valued Intellibank customer and you will hear back within seven to ten business days.

utterance: Well thank you mighty kindly. I appreciate your help.

utterance: All right, Mr. Black. Thank you for calling Intellibank and have a great day.

utterance: You too.

utterance: Bye bye.


utterance: Thank you for calling. My name's Craig. How can I help you today?

utterance: Hi Craig.

utterance: I need to make an internal transfer.

utterance: That's no problem at all. Can I get your account number please?

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

utterance: Four two zero. Can I get your name please?

utterance: My name is Patty Leitelle.

utterance: Patty Leitelle. Patty Leitelle, can I get your birth date as well?

utterance: My birth date is Four twenty-two nineteen something something.

utterance: Got it. And while we're here, one more question for you. Can I get the last four.

utterance: Of my s~

utterance: Of your social security number, yes.

utterance: Oh, it's four zero five eight.

utterance: All right. Let me just verify this is you. Patty Leitelle. Four twenty-two seventy-seven. All right. Great! Perfect! What can I do for you today, Patty?

utterance: Well. I just need to make an internal transfer.

utterance: Sure. What are. What's the. What account are we going to?

utterance: to my checking account.

utterance: To checking? And

utterance: Yes.

utterance: How much are we transferring today?

utterance: Forty-five hundred dollars.

utterance: Forty-five hundred dollars. No problem. Let me see here. All right. Great! While I'm doing this, have you heard about our new credit card offer that we have?

utterance: No!

utterance: Oh, great. Well, we have this new card. The offer is low interest rate and you get to. You get cashback rewards when you go grocery shopping and you put gas in your car and you go eat out at restaurants.

utterance: Oh wow.

utterance: You get two

utterance: Percent cash back. That's two percent of every dollar you spend, you get back.

utterance: Oh my goodness. Wow!

utterance: What do I have to do to qualify?

utterance: just just. I'll if you let me I'll run your information right now and we'll see if you get pre-approved and we can go from there.

utterance: Why would I not wanna let you?

utterance: Why not? That's that's my question.

utterance: OK, well, let's do it!

utterance: Let's

utterance: Do. Let's do it. I'm running it. OK, great. Miss Leitelle. Looks like you are pre-approved. Would you like to go ahead and. Would you like to go ahead and sign up for it today?

utterance: Oh.

utterance: Yes.

utterance: Perfect. Lemme see here. Put your social in. Da da da da da. And your mailing address still the same we have here?

utterance: what is it?

utterance: It's four three seven

utterance: Easy Street.

utterance: Yes, that's my address.

utterance: All right.

utterance: Mhm.

utterance: And great. Says here you're approved for a five thousand dollar limit.

utterance: Oh! OK.

utterance: Wow. What a lovely surprise.

utterance: Yeah.

utterance: What else can I do for you today, while we're doing that?

utterance: Oh, did we already make the transfer? Internal transfer?

utterance: The transfer has been completed over your checking account, forty-five hundred dollars.

utterance: Is there a fee when I make an internal transfer?.

utterance: Let me see. Normally, when you have less than five thousand in your savings, there is. But since there is not less than five thousand, there is no fee.

utterance: Oh. OK.

utterance: The.

utterance: Fee is waived.

utterance: Do you. Do you also make internal transfers this way? For your own personal banking?

utterance: For my own personal banking? Yes, I always go through the representative and I get them to do the internal transfers for me, but also, while we're on this subject I'd like to tell you about our online banking service Have you heard anything about that?

utterance: Oh, I have heard about it, but I was confused.

utterance: What were you confused about?

utterance: The process.

utterance: Oh! The process is really simple, really, really simple. We have an app that is really, really self explanatory and can and it's really user friendly. Would you like information on that?

utterance: yeah. How can I get information on

utterance: Oh, I

utterance: Can send you an email, Ms. Leitelle. What's your email?

utterance: Patty Leitelle easy road street happiness at Yahoo dot com. I know, I still use Yahoo. Everyone makes fun of me for it.

utterance: and that's street spelled out?

utterance: Yes.

utterance: At Yahoo dot com?

utterance: Mhm.

utterance: Patty Leitelle easy road street happiness at Yahoo dot com. All right! Great and it's so such a convenient email.

utterance: Yes.

utterance: I know!

utterance: I bet you've lived at your place for a while now.

utterance: Yes, I was. Yes, I've lived there my whole life actually.

utterance: Oh, wow. Well, Patty, I have that email out to you. You should. Should be in your inbox now and just go ahead and take a look at that whenever you're ready.

utterance: Mhm.

utterance: Great, thank you so much.

utterance: Yeah, no.

utterance: Problem, and the card is in the will be in the mail. You should get it within a couple of weeks.

utterance: Magnificent.

utterance: Perfect. I'll talk to you later.

utterance: OK, bye!

utterance: Bye.


utterance: Hi, this is Linda! Thank you for calling Intellibank, how can I help you?

utterance: Hey Linda, how're you doing? I I need to order business checks for my well checks for my business account.

utterance: Mhm OK, no problem. let me get some basic info from you first. What is your first and last name?

utterance: It's Frank. Lester. L E S T E R.

utterance: OK. And your date of birth?

utterance: It's August eight nineteen eighty-six.

utterance: OK. And your PIN number?

utterance: The PIN is seven four.

utterance: Mhm.

utterance: One five.

utterance: OK great.

utterance: And do you need my social?

utterance: no. That's all I'll need right now. to get into your account. Alright so the last time you ordered a standard box of checks. Is that correct? Like you don't want any special like logos or backgrounds on the checks, just the standard ones again?

utterance: Yeah yeah, that's that's fine. I I don't need to go crazy and make all these, you know, crazy looking checks and all. Just standard is is perfect.

utterance: Ok and. So there's a twenty dollar charge.

utterance: OK.

utterance: For that, if that's okay with you?

utterance: Yeah, that's fine!

utterance: OK. And what is the address that you want them mailed out to?

utterance: OK. The address is.

utterance: Mhm.

utterance: Three twenty-one.

utterance: Mhm.

utterance: Kent Road.

utterance: OK.

utterance: And that's Upper Garby.

utterance: OK.

utterance: Pennsylvania.

utterance: Mhm.

utterance: One nine oh eight two.

utterance: OK perfect. And they're gonna take about three to five business days to get to you, is that OK?

utterance: Yeah, that's fine. That's fine. perfectly fine.

utterance: OK.

utterance: OK, wonderful. And what else could I help you with today?

utterance: Oh, you know what. I have kind of a weird question.

utterance: Mhm.

utterance: do you like documentaries?

utterance: I do.

utterance: Perfect! OK, so the other night up late, you know, flipping around. I come across a documentary and it was about saving trees and I got all sucked into the show. And it it was starting making me think, like You know, do I really need. And and again it's I know it's gonna be just a small help into the environment. But, do I really need my bank's sending me out the paper statement every month? Why can't I just, you know, have it emailed to me or setup on my you know, an online banking account? So, can I get that done? I don't have the online bank account setup or You know, can I get all that setup now please?

utterance: Yes! Absolutely. That's so great of you. And yeah it's so much more convenient as well. You know, and it's it's twenty-four hours. You can go on, you know, as much as you want. You don't have to call us. You don't have to be bothered waiting. You know, it's a great way. So what I can do is, I can send you over an email with a link that will walk you through everything.

utterance: Ok.

utterance: And, it'll prompt you to do everything. It's really quick, and simple and easy. let me just confirm your email. What what email would you like us to send that to?

utterance: OK. It's Frankie Lester.

utterance: OK. Is that Frankie I E or Y?

utterance: I E.

utterance: OK.

utterance: nineteen eighty-six at Gmail dot com.

utterance: Mhm.

utterance: OK. So I'm gonna send that over to you. And there's there'll also be, you know, other links and prompts to setup your online banking statements every month. You'll just get those monthly online. So you don't have to worry about waiting for them in the mail or anything like that. Wasting paper, that's awesome of you. The environment thanks you.

utterance: Thank you! Now, let me ask you this, which which I'm kinda thinking I should be able to do this. So once I'm able to, you know, get on my account online and access that. I guess, you know.

utterance: Yeah.

utterance: Mhm.

utterance: I but that would not, that would defeat the purpose. I would say I guess I could print my statements out if need being?

utterance: You could, yes.

utterance: But but.

utterance: But that's defeating the purpose because.

utterance: Right. I mean unless you needed it for something special or like if you wanted to, you know, a car loan or something. And they wanted to see your bank statements or, you know.

utterance: Right.

utterance: Yeah.

utterance: Like things like that. You could print it out if you had to.

utterance: So if I,

utterance: Yeah, if I needed to show it to somebody for something like that, OK.

utterance: Mhm.

utterance: Yeah. Absolutely you could do that, no problem.

utterance: OK.

utterance: And lets see. Yeah so that's all setup, I sent you that email. And is there anything else I can help you with?

utterance: I I think we've pretty much covered it all. I guess once that's set up, I mean, if I have any problems I could just call you guys back if there's any issue or anything?

utterance: OK.

utterance: Absolutely! Like I said, our customer service line is open until eight p.m. eastern. If you need to speak to us, you can always stop by a branch if you wanna speak to someone in person.

utterance: OK.

utterance: That's always, you know, a great way to stay connected with the bank. Especially since you are a small business owner. And we do offer other things for small business owners, like we have different loans, if you needed to. If you wanted to expand your business that's a possibility. You know, you can go onto the branch and they will be happy to like sit down with you and talk to you about building your business.

utterance: OK.

utterance: If you knew that we have that. We also have the Intellibank business gold card and business silver.

utterance: So.

utterance: Now are these options like on the online banking? Is there somewhere I could just go on there and read it or do I have to have that emailed to me or set an appointment up or?

utterance: As far as the the gold and silver cards?

utterance: Yes.

utterance: I can also send you another email about those.

utterance: OK.

utterance: Cause, you know. As you said, you don't really want the paper so. Let me go ahead and send you the link for that. Hang on. OK. Alright. So. The according to this, they hit your they have hit your mailbox, your your inbox. So, you know, if they if you didn't receive them just give us a call back. And you know, we'll help you work that out.

utterance: Right.

utterance: Oh, I I got them. I'm sitting right in front of my computer. I do, thank you so much, yes!

utterance: Unless you

utterance: Oh.

utterance: Oh perfect. OK, yes.

utterance: I was gonna ask you that, if you just wanna check it if you have access. And So, is there anything else I can do for you today?

utterance: No that's everything. Thank you so much! You've been a tremendous help.

utterance: Oh, thank you so much Mr. Lester! Have a great week.

utterance: You too!

utterance: Bye bye.


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

utterance: Hi, Michael. My name is Damien. I'm just calling to set up some automatic billing. Been working for the individual and he said he's gonna pay me but he hasn't paid me, so I figured I would just go ahead and take it out of his account since I have his information on the agreement that we signed. So I'd appreciate if we get that billing set up.

utterance: All right, no problem. first let's pull up your account, so to do that I am going to need your full first and last name as it appears on your Intellibank account.

utterance: All right, so the first name is Damien, D A M I E N, Fuller. F U L L E R.

utterance: All right. And your date of birth?

utterance: date of birth is going to be six ten seventy-five.

utterance: All right. And I need your account number.

utterance: All right. So I have my account number here. that's the six digit number, correct?

utterance: you're correct.

utterance: It's gonna be one nine six six five two.

utterance: All right. And I need your four digit PIN.

utterance: The four digit PIN is gonna be two seven two two.

utterance: All right. Give me just a moment here while my system loads. How's your afternoon going?

utterance: so far so good. You know, I'm just trying to reconcile some of these accounts. Yeah, it's been kind of a tough year, but, you know, we're making it through, so Yeah, don't have to do the second mortgage yet.

utterance: Well that is good to hear. But if you do need to get a second mortgage, please give us a call and we can actually start that process for you.

utterance: I appreciate that. Hopefully it doesn't come to that, but

utterance: OK. So I see you have multiple accounts with us, an Intellibank smart checking account and an Intellibank smart savings account. which one of these accounts would you like the funds to go into?

utterance: let's go ahead and do the checking account.

utterance: All right. And can I get that account Well, what do we have here? Oh, looks like I have this on file for you. OK, hold on just a second here.

utterance: OK, no worries.

utterance: OK, we got you all set here. Now I'm gonna need to get the information from the person that we're sending that automatic billing to. can you please give me their full first and last name?

utterance: Yeah, let me look at my notes here. I know I wrote it down. do you mind if I put you on hold so I can kinda thumb through this and see if I can find it?

utterance: Not a problem at all. Take your time.

utterance: All right. I think I found it here. did you just need the account number? Or you just need the name as well?

utterance: Why don't you just start with their full first and last name.

utterance: All right, so it's Ellie E L L I E. Kim is the last name. K I M.

utterance: All right. And I'm gonna now need their account number.

utterance: their account is six two seven nine four two.

utterance: And what is their routing number?

utterance: the routing number I'm shown here is seven six nine two four five three eight eight.

utterance: All right. Well that is all set. Is there anything else I can help you with today?

utterance: No I appreciate the help and I'll call back if there's any issues.

utterance: Well thank you for calling Intellibank, and you have a wonderful rest of your day.

utterance: Thank you.


utterance: Hi. This is Danny Brooks with Intellibank. How can I help you today?

utterance: Hi. My name is Greta. Greta Washington.

utterance: Hi, Greta.

utterance: Hi.

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

utterance: Yeah.

utterance: so I applied for an SBA loan and I got turned down.

utterance: Oh, I'm sorry to hear that.

utterance: And I wanna like talk to a manager.

utterance: our manager is not on duty right now.

utterance: Just your your supervisor.

utterance: he's he's not on duty right now. But I can go ahead and help you so that when he does become available, you'll already have your complaint in the system.

utterance: OK. because I applied and it's just applied for the SB loan. I've been with you guys for like six months. Right and like if you're not gonna give me this SB loan, I'm just gonna go like Wells Fargo. You know. I'll I'll go to Chase because like this is ridiculous. You understand? Like this is like the fourth time I've had to call this month and it's just like absolutely just like infuriating. You know? Like. it. Yeah.

utterance: I'm so sorry

utterance: To hear that you haven't had the best service that you'd like

utterance: At all.

utterance: At all.

utterance: Did did. What was the reason that you were rejected, did it get?

utterance: It's

utterance: Because my net income didn't meet didn't meet the standard. Like I just didn't qualify because of the net income. I like I don't even know. I don't know how that's possible to be honest. I got.

utterance: OK. Well, we can go ahead and check your net income right now.

utterance: Yeah OK.

utterance: can I get your full name?

utterance: Yeah. Greta with the G. Washington.

utterance: Greta Washington and what's your birthday, Greta?

utterance: my birthday is one fifteen eighty-seven.

utterance: OK. January fifteenth eighty-seven.

utterance: OK. I'm gonna pull up your account. can I get your credit card number, please?

utterance: Yeah. Hold on.

utterance: One two one seven four three four nine one one three two six one six two.

utterance: OK and just to confirm that's one two one seven four three four nine one one three two six one six two?

utterance: Yeah.

utterance: OK. and so before we proceed, I just need to verify your identity just for security purposes.

utterance: You really need to? Like I I told you. I'm Greta Washington.

utterance: yes and I understand it can be a tedious process but we wanna keep your account as safe as we can for your benefit.

utterance: Like you must not .

utterance: well, I promise that I can make this as quick and painless as possible. If you wanna just go ahead and give me the last four digits of your Social Security number?

utterance: One two five two.

utterance: One two five two.

utterance: OK, Greta. And the last step is just asking you few security questions that you filled out when you created the account.

utterance: Ugh. OK make it quick.

utterance: OK. so what is your mother's maiden name?

utterance: my mother's maiden name. I don't have a mother.

utterance: OK maybe you put in your father's name.

utterance: Oh yeah. you can put Smith.

utterance: OK. Yes. That that was the answer. And for the final question. Who's your favorite musician?

utterance: my favorite musician? I don't. I don't like music.

utterance: Do you have any idea what you might have just written as your answer at that time?

utterance: Oh. OK. yeah maybe Boy George.

utterance: yes. Yes. That was the answer.

utterance: OK.

utterance: Yeah.

utterance: OK. Thank you. thank you for taking the time to verify that for me. I'm gonna move as quickly as possible.

utterance: Yes.

utterance: Yeah this is taking so long, .

utterance: I'm I'm

utterance: I'm sorry about that, Greta. I'm gonna pull up your account right now.

utterance: Yeah.

utterance: OK.

utterance: So I am in your account right now. And you wanted to verify your net income. Correct?

utterance: Yes.

utterance: OK. So it's looking like in the six months that you've been with us. Your income is fifty thousand?

utterance: That's wrong.

utterance: That's like gotta be wrong. That's like no way that's possible.

utterance: I can refresh the system and see. But let me. Let me just go ahead and do that really quick.

utterance: OK. It is unfortunately still saying fifty thousand. Do you by chance have a paper statement in front of you that says otherwise?

utterance: I know. I'm just. You know what? You know what? I I I'm just gonna have to call you back because like I don't. This is. This is. This is just. You know. Aight. lemme just look into my account online because I. I'm just like. This is. This is just. Like to much for me. Like too many questions.

utterance: I'm.

utterance: I'm so sorry that you're dissatisfied, Greta.

utterance: It's. It's OK. It's just. You guys have horrible customer service. This is like the worst customer service experience like I've ever had in my entire life.

utterance: I'm so sorry to hear that. I will put a note in the system that you are you dissatisfied with your service and hopefully we can get the general manager to give you a call back today.

utterance: All right. Yeah yeah. The sooner the better.

utterance: OK. You have a good one, Greta.

utterance: OK.


utterance: Thank you very much for contacting Intellibank. This is Charles. How may I be of service this day?

utterance: Hey Charles, good to speak to you. Thank you for your time today. yeah, I just, I kinda just need to check my credit card balance right now. Got a lot of, lot of payments come through one of the kids broke their arm while they were playing and so we have the the medical bills coming up when she broke her arm she also cut through the the I guess what you wanna call those little bouncy castles? Cuz of and now that he, she cut her arm, cut that, it's it's got a whole issue now cuz now we have to reimburse the bouncy castle people for that cost, which is just wild to me when my child is the one that got hurt and they're telling me that who cares if your child got hurt? These people are really callous. It's upsetting that in, in the day they said I signed my name to a waiver, and so they have no liability to it, and now they're charging me for the costs of this, this bouncy castle that's coming in roughly, I guess, twelve hundred dollars on top of medical bills. So I've a crying daughter, an upset wife a son that's telling me that I've ruined his birthday with this bouncy castle, and why does she get all the attention just because she broke her arm? it's it's, it's a lot. if anything you can do with it, just like help me have an understanding, this would add a little bit of peace of mind to my, to my week.

utterance: Oh, no.

utterance: Mm.

utterance: You know, I totally understand. I have had issues with bounce house people in the past. you can not trust them. vultures. I, I, I am very sorry this happened. let's see what we can do for you today, Let's let's start by opening up your account. So I'm gonna need your first and last name and your date of birth.

utterance: OK first and last are Rick Joshua and the date of birth is August tenth nineteen ninety-four.

utterance: All right, and I'm gonna need your PIN number.

utterance: PIN is four nine six one street I grew up on is Mockingbird Drive, mother's maiden is .

utterance: I'm not gonna need any of that for a simple balance check, that's OK. But I I appreciate you giving it to me. OK. This would be your business platinum card? Your Intellibank Business Platinum Card?

utterance: OK.

utterance: Yep, yep, we could check the Business Platinum Card right now, that'd be great.

utterance: OK. I'm just gonna.

utterance: also being

utterance: A personal silver account, we can have that, that checked as well?

utterance: You know, we just do business, no personal. so your personal account must be at a different bank.

utterance: Oh, wow, OK. Oh, yeah, I'll simply ask the wife about what information we have for that. I think I guess I thought it was all under Intellibank's umbrella. OK.

utterance: No, unfortunately Intellibank only does business banking.

utterance: OK, thank you.

utterance: I'm gonna need the sixteen digit card number.

utterance: OK, sixteen digit card, let me see. That's gonna be four three seven nine two five four four four eight five four six eight nine one.

utterance: All right, that is correct. Let me see here. Oh, OK, well unfortunately it does look like they have already charged the security deposit for the bounce house so that has already gone through.

utterance: Mm.

utterance: Is there any way to cancel that? Can we put up a dispute of charges?

utterance: No, you know, unfortunately, I mean, you could do a dispute but the fact that you signed a waiver and this was a previous hold on the account, really this is just and to be completely honest with me, you have already told me that you guys broke the bounce house. That is, sometimes these calls are recorded so I I couldn't open up a dispute on something where you'd already told me that you broke it. But I can give you your remaining credit card available balance, and you do have quite a bit more left on there. you have eleven thousand, two hundred eighty-six dollars and seventy-two cents, so you can break a couple more bounce houses!

utterance: All right, yeah, hopefully, hopefully not incur any more medical bills though. yeah, Thank you for your time, I guess.

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

utterance: no, no, I gotta get right in, get on top of all this right now.

utterance: All right, well, I wish your family a speedy recovery, and thank you for contacting Intellibank. You have a lovely rest of your day.

utterance: Thank you.

utterance: Bye.