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{ "turn_id": [ "insurance_900_000", "insurance_900_001", "insurance_900_002", "insurance_900_003", "insurance_900_004", "insurance_900_005", "insurance_900_006", "insurance_900_007", "insurance_900_008", "insurance_900_009", "insurance_900_010", "insurance_900_011", "insurance_900_012", "insurance_900_013", "insurance_900_014", "insurance_900_015", "insurance_900_016", "insurance_900_017", "insurance_900_018", "insurance_900_019", "insurance_900_020", "insurance_900_021", "insurance_900_022", "insurance_900_023", "insurance_900_024", "insurance_900_025", "insurance_900_026", "insurance_900_027", "insurance_900_028", "insurance_900_029", "insurance_900_030", "insurance_900_031", "insurance_900_032", "insurance_900_033", "insurance_900_034", "insurance_900_035", "insurance_900_036", "insurance_900_037", "insurance_900_038", "insurance_900_039", "insurance_900_040", "insurance_900_041", "insurance_900_042", "insurance_900_043", "insurance_900_044", "insurance_900_045", "insurance_900_046", "insurance_900_047", "insurance_900_048", "insurance_900_049", "insurance_900_050", "insurance_900_051", "insurance_900_052", "insurance_900_053", "insurance_900_054", "insurance_900_055", "insurance_900_056", "insurance_900_057", "insurance_900_058", "insurance_900_059", "insurance_900_060", "insurance_900_061", "insurance_900_062", "insurance_900_063", "insurance_900_064", "insurance_900_065", "insurance_900_066", "insurance_900_067", "insurance_900_068", "insurance_900_069", "insurance_900_070", "insurance_900_071", "insurance_900_072", "insurance_900_073", "insurance_900_074", "insurance_900_075", "insurance_900_076", "insurance_900_077", "insurance_900_078", "insurance_900_079" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. This is Ellen. What are you calling about today?", "Hi, I'm calling to get some information about your homeowners insurance.", "Great. I can help you with that. What is your name?", "My name is Roman.", "And, your last name?", "Hardwick.", "Ok, Roman, I'm going to get some basic information about you and your home so I can get you a good quote today, ok?", "Ok.", "Can I get your phone number?", "Yeah, it's six zero two, five one three, four three three eight.", "Four three three eight, thanks. Your birthdate?", "Five sixteen seventy nine.", "Seventy nine. Thanks. And, what's your physical address, the address of house you want to insure?", "It's three three five nine East Haven Street, Jacksonville, Florida.", "And, zip?", "Two zero one eight seven.", "Two zero one eight seven?", "That's it.", "Ok. Now, can I get your email address?", "It's Hardy Roman at gmail dot com.", "Is that h.a.r.d.y.r.o.m.a.n. at gmail?", "#Yep.", "Thanks. Ok. Now for your house. What's the square footage?", "Fourty eight hundred.", "Ok. Thanks. How many bedrooms and bathrooms does it have?", "It's a six bedroom, three bath home.", "Nice. Lots of space.", "Yeah, we have four children, so we needed the room.", "I guess so! #Wow! Four kids. You must be busy. .", "That's not the half of it.", "Ok, so six bed, three bath and does it have a garage?", "Yes, three-car garage.", "Attached?", "Yes.", "Thank you. Is it single story?", "It's a two-story.", "Thanks. Are there any security systems on the house or property?", "Yes, there is a coded gate and the home has a security system installed.", "Good. That should save you a bit. One moment.", "#Mhm.", "What is the house exterior made from?", "#Um, it's stucco and brick.", "Thank you. Give me a moment while I finish this up.", "#Oh! I almost forgot.", "What's that?", "There is a little, like mother-in-law quarters in the back.", "#Whew, I'm glad you told me. Yeah. I need that info, please.", "Ok, it's just a little place, one bed, one bath.", "Ok. Is it attached?", "Yes, but with a separate entrance.", "Thanks. Is it part of the total square footage you gave me?", "No. Sorry. It's four hundred twenty square feet.", "No worries. Thanks.", "#Mhm. Anything else?", "No. That's it. Give me a moment while I add this in here.", "Ok.", "Alright, well, it looks like the only plan we have that would give you enough coverage would be our Home Complete plan.", "Ok. Can you tell me about it?", "Absolutely. The plan covers up to five hundred thousand dollars and it has a rider for flood insurance because of your address.", "Ok. How much is it?", "The Complete plan starts at two thousand a year.", "What is that monthly?", "#Oh. Hang on.", "#Mhm.", "It's one sixty six sixty seven.", "Great. That might just work.", "Ok. I can send this information to you via email.", "Yeah. I'll need to talk with my wife about this before I can commit.", "Of course. I'll send this to you now. One moment.", "#Mhm.", "Once you receive the email, look for the link and it will take you to the quote. After you've had some time to review it, just give us a call back and we'll get you enrolled.", "Ok. Do I need to call you back, directly, or anyone.", "Anyone will have this information. They'll pull it up with your name and birthdate.", "Great. Thanks.", "Is there anything more I can help you with today?", "No. I think that's all I needed.", "Great! Thanks so much for considering Rivertown Insurance and I hope you have a good day.", "Thanks. You, too.", "Thank you. Good bye.", "Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_901_000", "insurance_901_001", "insurance_901_002", "insurance_901_003", "insurance_901_004", "insurance_901_005", "insurance_901_006", "insurance_901_007", "insurance_901_008", "insurance_901_009", "insurance_901_010", "insurance_901_011", "insurance_901_012", "insurance_901_013", "insurance_901_014", "insurance_901_015", "insurance_901_016", "insurance_901_017", "insurance_901_018", "insurance_901_019", "insurance_901_020", "insurance_901_021", "insurance_901_022", "insurance_901_023", "insurance_901_024", "insurance_901_025", "insurance_901_026", "insurance_901_027", "insurance_901_028", "insurance_901_029", "insurance_901_030", "insurance_901_031", "insurance_901_032", "insurance_901_033", "insurance_901_034", "insurance_901_035", "insurance_901_036", "insurance_901_037", "insurance_901_038", "insurance_901_039", "insurance_901_040", "insurance_901_041", "insurance_901_042", "insurance_901_043", "insurance_901_044", "insurance_901_045", "insurance_901_046", "insurance_901_047", "insurance_901_048", "insurance_901_049", "insurance_901_050", "insurance_901_051", "insurance_901_052", "insurance_901_053", "insurance_901_054", "insurance_901_055", "insurance_901_056" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello this is John. Thanks for calling Rivertown Insurance. How can I help you today?", "Hey I need to change my payment method. I am getting paper bills in the mail and I want to set up a payment throught like my card? My credit card?", "Ok I can help you get that set up today!", "Cool thanks!", "Let us get started with your first and last name.", "Ok my name is Joy Skinner.", "Ok miss Skinner. Would you mind spelling your name for me?", "Uh sure. Joy is J O Y. And Skinner is S K I N N E R.", "Thank you for that. Now miss Skinner are you able to tell me your account number?", "Uh no. I don't have that with me I was hoping you could like maybe look me up? Hopefully?", "Of course! That won't be a problem.", "Oh good thanks.", "Ok so we will just need some basic information to access your account and to protect your privacy.", "Alright no problem.", "Can you please provide me with your social security number?", "um ok it is four six three one one zero seven eight three.", "Ok let me read that back to you. I have four six three one one zero seven eight three?", "Yeah thats it.", "Wonderful. I now need your date of birth please.", "Sure it is August nineteenth nineteen seventy eight.", "Ok so that's eight nineteen nineteen seventy eight?", "Yep thats it! My birthday is next week. .", "Well happy early birthday! Hope you have some fun plans.", "Eh not really. Just keeping it low key. Maybe a yummy meal. Who knows!", "Hey I am all about a yummy meal! Ok next I will need you to answer a security question that you chose when you created your account. can you please tell me the name if the street you grew up on?", "Sure that is easy. Seymore street.", "Can you spell seymore for me?", "Yeah it is S E Y M O R E.", "Ok great. Thanks.", "One last thing here can you please just verify your address.", "Ok my address is eight sixteen El Camino Street. Reno Nevada seven two six six four.", "Ok. Now lets see I have your account open and right now it is set to mail your bill to your address on the fist of each month. What would be your preference for billing?", "Yeah so I think I want to just set it up to one of my cards. To you know just pay automatically. Is that ok?", "Of course. I can set that up for you right now. Let's see can you please hold for a quik moment?", "Oh ok. I can hold.", "Thank you for holding I am back. I just had a slow systemt here I was trying to get things moving. So I will need to know what card you would like to set up a recurring payment with.", "Ok yes it will be my mastercard.", "OK I can take the number for that whenever you are ready.", "So it's nine nine four five six two one zero seven one one three four six six eight.", "Ok I will read that back to you.", "okay.", "Nine nine four five six two one zero seven one one three four six six eight.", "OK and can you tell me the name the way it is shown on your card?", "Joy M. Skinner.", "Ok and now I will need the cvv code please.", "three two seven.", "and the expiration date?", "eleven twenty five.", "Ok so we will need to pick a date for payment. We can choose any date within ten days of the fifth of each month. Do you have a preference?", "Yes actually can you just have it taken out on the fifth?", "I sure can. Let's see here we go. Your next payment will be taken out on September fifth. And this will be recurring on the fifth of each month.", "Perfect. Thanks so much.", "You are very welcome. Is there anything else I can help you with today miss Skinner?", "Uh no I don't thinks so I think I am good to go for now.", "Okay well then you have a wonderful day and oh and a wonderful birthday next week! Thanks for calling today.", "Thank you! I appreciate your help. Bye Bye.", "Goodbye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_902_000", "insurance_902_001", "insurance_902_002", "insurance_902_003", "insurance_902_004", "insurance_902_005", "insurance_902_006", "insurance_902_007", "insurance_902_008", "insurance_902_009", "insurance_902_010", "insurance_902_011", "insurance_902_012", "insurance_902_013", "insurance_902_014", "insurance_902_015", "insurance_902_016", "insurance_902_017", "insurance_902_018", "insurance_902_019", "insurance_902_020", "insurance_902_021", "insurance_902_022", "insurance_902_023", "insurance_902_024", "insurance_902_025", "insurance_902_026", "insurance_902_027", "insurance_902_028", "insurance_902_029", "insurance_902_030", "insurance_902_031", "insurance_902_032", "insurance_902_033", "insurance_902_034", "insurance_902_035", "insurance_902_036", "insurance_902_037", "insurance_902_038", "insurance_902_039", "insurance_902_040", "insurance_902_041", "insurance_902_042", "insurance_902_043", "insurance_902_044", "insurance_902_045", "insurance_902_046", "insurance_902_047", "insurance_902_048", "insurance_902_049", "insurance_902_050", "insurance_902_051", "insurance_902_052", "insurance_902_053", "insurance_902_054", "insurance_902_055", "insurance_902_056", "insurance_902_057", "insurance_902_058", "insurance_902_059", "insurance_902_060", "insurance_902_061", "insurance_902_062", "insurance_902_063", "insurance_902_064", "insurance_902_065", "insurance_902_066", "insurance_902_067", "insurance_902_068", "insurance_902_069", "insurance_902_070", "insurance_902_071", "insurance_902_072", "insurance_902_073", "insurance_902_074", "insurance_902_075", "insurance_902_076", "insurance_902_077", "insurance_902_078", "insurance_902_079", "insurance_902_080", "insurance_902_081", "insurance_902_082", "insurance_902_083", "insurance_902_084", "insurance_902_085", "insurance_902_086", "insurance_902_087", "insurance_902_088", "insurance_902_089", "insurance_902_090", "insurance_902_091" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, thanks for calling Rivertown Insurance. This is Paul. What can I do for you today?", "Hi. I'm calling to, well, I already have insurance, but I'm looking for something cheaper.", "Ok. I can definitely help you with that.", "Thanks. I just turned twenty five and I know that's like the golden age to get cheaper insurance.", "Well, happy birthday!", "Thanks!", "Twenty five! Nice. I think I'll be able to work you into one of our better policies for sure.", "Great.", "So, I'll need to ask you some questions to get an accurate quote.", "Sure. Go ahead.", "Let's start with your name.", "Katie Pinkerton.", "Is that what's on your drivers license?", "#Oh. #Um, actually, I'm not sure. Hang on.", "Sure.", "Here. #Um, yeah, it's Katherine, not Katie.", "Great. Thanks. Now, what's your mailing address?", "Does it have to match my drivers license?", "It is preferred, but why?", "Well, I just moved and I'm in the process of getting the new one.", "#Oh. Ok. Just give me your new address.", "Ok. It's five five two two North Hemsworth Drive.", "Five five two two?", "Yes.", "Well, that's easy to remember!", "Right? Yeah, and it's same city, but different zip code.", "Ok. What's the zip?", "Eight five two one four.", "Eight five two one four. Got it. And, your phone number, the number you use most.", "Ok. That's my cell. Two one three, four seven two, nine eight three four.", "Thank you. We usually suggest signing up for electronic billing so we like to get email addresses. Do you have one you'd like to add to your account?", "Sure. It's f.o.o.d.i.n.m.e. eight at yahoo dot com.", "That's cute! Did you come up with that?", "Yes. I'm a total foodie. I'm a chef.", "Very nice. I love food, too! Where do you cook?", "#Um, I work at the Shelton Resort.", "#Whoa. Nice place! Good for you!", "Thanks. I love it. I just started a few months ago. You have to work up to something like that.", "I bet. Is there a lot of competition?", "#Oh, yeah. Plus, not a lot of women in the field.", "I heard that before. Glad you're hanging tough!", "Thanks! .", "Ok. I need to ask you a few more questions. Ok?", "Sure. Fire away.", "Ok. I'll need your social security number.", "It's four seven two, three four one, three nine two one.", "Three nine two one. Thanks. Have you had any traffic violations in the last two years?", "No.", "Ok. What is the make and model of your vehicle?", "Toyota Prius.", "And, the year?", "#Um, two thousand twelve.", "Two thousand twelve. Great. About how many miles do you travel in a year?", "#Um, probably fifty, yeah fifty a week, so maybe three thousand a year?", "Ok, does that take into account travel other than getting to and from work?", "#Oh. Right. Probably not. I usually go see my sister every three months, so that's another two hundred or so miles.", "Ok.", "So, let's go with five thousand a year.", "Sounds good. Five thousand. And, are you the only one driving this vehicle.", "#Yep. I'm single. So, so single. .", "Me, too. It's getting harder and harder to date, isn't it?", "Yeah, and I'm just too busy for all that mess.", "I hear you. .", ".", "Ok. So, I've got all the info I need. Let me see what plans are available for you.", "Ok.", "Are you more concerned with monthly cost or coverage?", "#Um, well I'm on a budget, but I don't want to skimp on coverage either.", "I understand. Well, The best pricing we have is our Basic Auto plan which is a thousand dollars per year.", "Ok. That's not too bad.", "Right. And, the other one that would probably work for you is our Preferred Auto plan and that is fifteen hundred a year.", "What are the coverages for those?", "The Basic is one hundred thousand for uninsured and underinsured and seventy five thousand for liability. That plan's deductible is five hundred.", "Ok. And, the Preferred?", "The Preferred plan has one hundred fifty for uninsured and underinsured and one hundred fifty thousand for liability. That plan's deductible is three hundred.", "That sounds pretty good.", "Ok. Would you like me to sign you up today for the Preferred.", "#Um, well, I was just calling for a quote, but you guys are much cheaper than the other few companies I've called.", "That's good to know. #Uh, if you're not ready today, I can always send this info to you in email if you'd like.", "Yeah. That sounds good. I can look it over and call you back when I decide.", "Yes. No problem. Now, the quote I gave you is only good for about three zero days, and then the rates may change, so no pressure, but wanted you to know.", "#Oh. Good to know. Thanks.", "No problem.", "I should be able to figure this out in the next couple of days, so that shouldn't be a problem.", "Great! I'll get this quote sent to you. It should take but a few minutes to get to you.", "Great! Thanks so much.", "My pleasure. Is there anything more I can do for you today?", "I don't think so. I think I'm set.", "Great! Thanks for calling Rivertown Insurance and I hope you have a great week!", "Thanks. You, too.", "Thanks, bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_903_000", "insurance_903_001", "insurance_903_002", "insurance_903_003", "insurance_903_004", "insurance_903_005", "insurance_903_006", "insurance_903_007", "insurance_903_008", "insurance_903_009", "insurance_903_010", "insurance_903_011", "insurance_903_012", "insurance_903_013", "insurance_903_014", "insurance_903_015", "insurance_903_016", "insurance_903_017", "insurance_903_018", "insurance_903_019", "insurance_903_020", "insurance_903_021", "insurance_903_022", "insurance_903_023", "insurance_903_024", "insurance_903_025", "insurance_903_026", "insurance_903_027", "insurance_903_028", "insurance_903_029", "insurance_903_030", "insurance_903_031", "insurance_903_032", "insurance_903_033", "insurance_903_034", "insurance_903_035", "insurance_903_036", "insurance_903_037", "insurance_903_038", "insurance_903_039", "insurance_903_040", "insurance_903_041", "insurance_903_042", "insurance_903_043", "insurance_903_044", "insurance_903_045", "insurance_903_046", "insurance_903_047", "insurance_903_048", "insurance_903_049", "insurance_903_050", "insurance_903_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good evening! This is Rivertown Insurance. I'm Andy. How can I help you?", "Hi. Andy?", "Yes.", "Hi, Andy? #Um, I need to pay my bill.", "Ok. I can help with that. What's your name, full name?", "Ben Hill.", "Is your account under Ben or Benjamin.", "Ben.", "Thanks, Ben. What's your birthdate?", "It's February second two thousand.", "Ok. Thanks. Two two two thousand. Nice ring to it.", "Yeah. Easy to remember. .", "Right. I see your account. I need to verify by asking you one of your security questions.", "Alright.", "What's your, the name of your high school?", "Mount Helens High School.", "Ok. Thank you. Thanks for that.", "Sure.", "Let me, one second.", "Sure.", "I see you're on automatic payments. It looks like you've already, this month's bill's already paid. You said you need to pay your bill?", "I thought so. I got a bill in the mail.", "#Oh. No, that's just the billing statement. Do you have it with you?", "Yeah.", "Ok, take a look at the top right, right under the amount.", "#Uh-huh. I see it.", "Ok. Under the amount do you see where it says automatic.", "Yes, #oh. I feel stupid.", "No, no worries. It's an honest mistake.", "Ok, so it's not a real bill.", "Right. It's just a statement. But, we can set you up so you get your statements electronically.", "#Oh. Ok. Let's do it.", "Ok. Hang on a second. Let me get to that screen.", "Sure.", "Here we go. One minute while I change this.", "Ok.", "Ok. Now, you're all set to get your statement delivered electronically in your email.", "My email. Right.", "It's g.o.o.g.l.y.g.o.o. two two at gmail?", "Yes. I know. Silly.", "No, I like it. It's funny.", "I bet you hear crazy emails all day long.", "There's some doozies out there.", "I bet. So, I'll get my statement in my email? Is that it then?", "Yes. You are all set! Is there anything else I can do for you today?", "No. That's good. I'm good.", "Great. Thanks for calling Rivertown. Have a good night.", "Will do. Thanks for the catch.", "#Oh, my pleasure. Glad I could help.", "Me, too. Thanks.", "Sure. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_904_000", "insurance_904_001", "insurance_904_002", "insurance_904_003", "insurance_904_004", "insurance_904_005", "insurance_904_006", "insurance_904_007", "insurance_904_008", "insurance_904_009", "insurance_904_010", "insurance_904_011", "insurance_904_012", "insurance_904_013", "insurance_904_014", "insurance_904_015", "insurance_904_016", "insurance_904_017", "insurance_904_018", "insurance_904_019", "insurance_904_020", "insurance_904_021", "insurance_904_022", "insurance_904_023", "insurance_904_024", "insurance_904_025", "insurance_904_026", "insurance_904_027", "insurance_904_028", "insurance_904_029", "insurance_904_030", "insurance_904_031", "insurance_904_032", "insurance_904_033", "insurance_904_034", "insurance_904_035", "insurance_904_036", "insurance_904_037", "insurance_904_038", "insurance_904_039", "insurance_904_040", "insurance_904_041", "insurance_904_042", "insurance_904_043", "insurance_904_044", "insurance_904_045", "insurance_904_046", "insurance_904_047", "insurance_904_048", "insurance_904_049", "insurance_904_050", "insurance_904_051", "insurance_904_052", "insurance_904_053", "insurance_904_054", "insurance_904_055", "insurance_904_056", "insurance_904_057", "insurance_904_058", "insurance_904_059", "insurance_904_060", "insurance_904_061", "insurance_904_062", "insurance_904_063", "insurance_904_064", "insurance_904_065", "insurance_904_066", "insurance_904_067", "insurance_904_068", "insurance_904_069", "insurance_904_070", "insurance_904_071" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, this is Rivertown Insurance. My name is Ross. How are you today?", "I'm great, thanks. #Um, and you?", "Great. Thanks. What can I do for you today?", "I need to reset my password and I wasn't able to do it online. My account my be locked?", "Well, that shouldn't be a problem. Let's start with your name.", "Ok. It's Tim Hutton.", "Tim or Timothy?", "#Oh, sorry for my account? Yeah, Timothy.", "Great. Thanks. What's your birthday, birthdate?", "April third, two thousand one.", "Ok. Thanks. Alright, I've got your account here. I'll need to verify it with one of your security questions, ok?", "Sure. Go ahead.", "What was the name of your high school?", "East Valley High.", "Thanks for verifying.", "#Mhm.", "#Uh-oh. It looks like there was an unauthorized attempt to access your account.", "#Hm. That might've been me. I was on a computer at my friend's house.", "Yeah. That might be it. Did you try to reset your password online?", "Yeah, but it kept, there was a pop-up window that said to call you guys because there was an error or something.", "Interesting. I'm not sure why, but we'll figure it out and at the very least, get your password reset and maybe for extra measure change your security question.", "Sounds good.", "Give me one moment while I try to figure this out.", "Sure.", "Ok, Tim, I see that because there were several attempts to access your account unsuccessfully, that your account was locked, which is probably why you couldn't change your password.", "Yeah. I tried a few times, but that first time was when I started seeing that pop-up window.", "Ok, well, for sure, I'm going to alert our tech team to this because I've never heard of that before. It might be a safety protocol if there are too many unauthorized attempts.", "That makes sense, but I don't understand why I would get it on the first try.", "Good question, my best guess is that it had something to do with your friend's computer. They may have a firewall or something preventing access.", "Ok. Yeah, not sure about their computer. No biggie, though. Do whatever you need.", "Thanks. One moment, please.", "#Mhm.", "Ok, Tim, can I verify your email address, please?", "Yeah, it's Tim o. Hutt, h.u.t.t.", "At?", "Right. Sorry, at gmail dot com.", "Thanks. So I have t.i.m.o.h.u.t.t. at gmail.", "#Yep. That's it.", "Thanks for verifying. I'll be sending you a password reset link in an email. Follow the prompts for that and we should be set.", "Ok. Should I do it while we're on the phone?", "It couldn't hurt, since you had that strange pop-up.", "Ok. I'm on my computer, laptop at home now, so I probably won't get it.", "Great. Give it a shot.", "One second. Ok, I see the email. #Mhm, the link took me to the reset page. One minute. Confirm new password. Submit. Ok. Nice. It went through.", "Perfect! I'm glad that worked for you.", "Me, too. That was a pain.", "Yeah, that stuff can get frustrating, for sure.", "Yeah. #Um, while I have you on the phone, I might as well ask you to do what I needed when I was trying to log in before.", "#Oh. Sure. What's that?", "I needed to check on the monthly payment for my renters policy.", "I can do that.", "Thanks.", "One second while I pull this up.", "Sure.", "Since you've already verified your account, I can jump right in here.", "#Mhm.", "It looks like you have the Renters Preferred plan?", "#Um, I think that's what it's called. It's like three hundred a year or close to that.", "Yes. That's it. Ok, so with your five percent discount for signing up for automatic payments and electronic billing, your monthly payment is, twenty three seventy five.", "Ok. I couldn't remember and I'm trying to figure out if I can swing it with my new job.", "#Oh, nice. What's your new job?", "Well, I'm an artist and I've been working as a server for a long time, you know, gotta pay the bills, but I finally found a place I can teach and I'd like to try to do it full time. It's just not the best pay. You know?", "I understand. But, if it's your passion, sacrafices must be made. .", "Exactly. I'm sick of doing something I don't like.", "I understand that. There are some jobs you just have to have for the bills.", "Yes. .", "Ok, well, is there anyting else I can do for you?", "#Nah, that was it.", "Great. Congratulations on your new job and thanks, again, for calling Rivertown Insurance.", "Thanks. Have a good weekend.", "You, too. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_905_000", "insurance_905_001", "insurance_905_002", "insurance_905_003", "insurance_905_004", "insurance_905_005", "insurance_905_006", "insurance_905_007", "insurance_905_008", "insurance_905_009", "insurance_905_010", "insurance_905_011", "insurance_905_012", "insurance_905_013", "insurance_905_014", "insurance_905_015", "insurance_905_016", "insurance_905_017", "insurance_905_018", "insurance_905_019", "insurance_905_020", "insurance_905_021", "insurance_905_022", "insurance_905_023", "insurance_905_024", "insurance_905_025", "insurance_905_026", "insurance_905_027", "insurance_905_028", "insurance_905_029", "insurance_905_030", "insurance_905_031", "insurance_905_032", "insurance_905_033", "insurance_905_034", "insurance_905_035", "insurance_905_036", "insurance_905_037", "insurance_905_038", "insurance_905_039", "insurance_905_040", "insurance_905_041", "insurance_905_042", "insurance_905_043", "insurance_905_044", "insurance_905_045", "insurance_905_046", "insurance_905_047", "insurance_905_048", "insurance_905_049", "insurance_905_050", "insurance_905_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning and thanks for calling Rivertown Insurance. My name is Amanda. How can I help you today?", "Hi. I can't find my policy number and need it for my bank.", "Ok, I can help you with this. What kind of policy?", "My homeowners.", "Ok.", "I just got it a few days ago and I can't find the paper I printed out and I'm on my way over there. Can you email it to me?", "#Um, probably. I'll need to pull up your account first. Can I please get your first and last name?", "Yeah. It's Peter Jenner.", "Thanks, Peter. Can I get your birthdate?", "It's April twenty fourth, ninety one.", "Four twenty four ninety one. Thanks. I need to ask you one of your security questions to verify your account.", "Ok. Go ahead.", "What is the name of your favorite teacher?", "His name was Mister Albertson.", "Great. Thanks for verifying. One moment while I pull up your account.", "#Mhm.", "#Hm. It doesn't look like I have a good email address for you.", "Weird. I thought I had one in there.", "No problem. I can add it. Go ahead with your email.", "It's Jenner's got moves at gmail dot com.", "Ok. Let me repeat. J.e.n.n.e.r.s. got moves at gmail?", "Yeah.", "Ok. All lower case?", "Yeah.", "Thanks. Ok, I can send this to you, but if you are on your way over and the email doesn't get to you in time, do you want to write the policy number down?", "Good idea. Ok. Go ahead.", "It's.", "Wait, actually. I should pull over. I'm driving. Hang on.", "Yes. Please be safe.", "Ok. I'm set. Go ahead.", "Ok. It's four two seven six five five three one eight seven.", "Four two seven six five five three one eight seven?", "You got it.", "Ok. Thanks. What about the proof that I have the policy?", "Well, you could forward them the email I sent to you or you could wait until you get to a printer, then hand deliver it to them another day.", "Right. Ok. I'll see what they say, it's just a long way over here for me. They're, well, they're office is like thirty minutes away from work, so it's out of the way.", "I understand. You could also give them my number and extension and have them call me if they have any questions about your policy you would just need to give me permission to speak with them about your account.", "Yeah. Sure. The lady that's helping me is, her name is Gloria.", "Ok. Got it. Do you happen to know her last name?", "#Oh. No, but it's something easy like Smith or Jones or something. Sorry. That's all I remember.", "Not a problem. My number and extension will be in the email I just sent.", "Thanks.", "My pleasure. Is there anything else I can do for you today?", "I think that'll do it. Are you here the rest of the day?", "Yes.", "Ok, I might have them call you while I'm there with them.", "That's no problem. I'm happy to help if I can.", "Thanks a lot.", "#Mhm. If there's nothing else, thanks for calling Rivertown Insurance. Have a nice day.", "Thanks. You, too.", "Thanks. Bye bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_906_000", "insurance_906_001", "insurance_906_002", "insurance_906_003", "insurance_906_004", "insurance_906_005", "insurance_906_006", "insurance_906_007", "insurance_906_008", "insurance_906_009", "insurance_906_010", "insurance_906_011", "insurance_906_012", "insurance_906_013", "insurance_906_014", "insurance_906_015", "insurance_906_016", "insurance_906_017", "insurance_906_018", "insurance_906_019", "insurance_906_020", "insurance_906_021", "insurance_906_022", "insurance_906_023", "insurance_906_024", "insurance_906_025", "insurance_906_026", "insurance_906_027", "insurance_906_028", "insurance_906_029", "insurance_906_030", "insurance_906_031", "insurance_906_032", "insurance_906_033", "insurance_906_034", "insurance_906_035", "insurance_906_036", "insurance_906_037", "insurance_906_038", "insurance_906_039", "insurance_906_040", "insurance_906_041", "insurance_906_042", "insurance_906_043", "insurance_906_044", "insurance_906_045", "insurance_906_046", "insurance_906_047", "insurance_906_048", "insurance_906_049", "insurance_906_050", "insurance_906_051", "insurance_906_052", "insurance_906_053", "insurance_906_054", "insurance_906_055", "insurance_906_056", "insurance_906_057", "insurance_906_058", "insurance_906_059", "insurance_906_060", "insurance_906_061", "insurance_906_062", "insurance_906_063", "insurance_906_064", "insurance_906_065", "insurance_906_066", "insurance_906_067", "insurance_906_068", "insurance_906_069", "insurance_906_070", "insurance_906_071", "insurance_906_072", "insurance_906_073", "insurance_906_074", "insurance_906_075" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. My name is Cara. How can I help you today?", "Hey. I'm calling to change my security info. I keep forgetting the answers and I keep getting locked out.", "#Oh. I can help you with that.", "I remember enrolling and choosing the question about my teacher, but I, now I honestly don't remember if I put Missus Sloan or just Sloan.", "I understand. Yeah. It goes by what you type in the field. I know what you mean.", "Yeah. I need something easier.", "Ok. Let's get your account pulled up so I can help you. What's your name?", "It's Frank Stiller.", "Ok. Frank, your birthdate?", "Five two seventy three.", "Five two nineteen seventy three. Thanks. Now, I would usually ask you one of your security questions, but today, instead, I'll ask for your social. Last four.", "Yeah. It's three one five nine.", "Ok. Five nine. Got it. And, can you also verify your zip code?", "Nine seven two one four.", "Thank you. Ok. Yeah. Looks like you are locked out.", "#Yep. So frustrating.", "So sorry for the inconvenience. I'll figure this out for you, though, ok?", "Sure. Ok.", "So the list of security questions, do you know what they are?", "I just want to go with something easy.", "Well, I think, probably, the easiest one is, yeah, your mother's maiden name? What's your mother's maiden name?", "Yeah. Fine. Although I heard that's pretty hackable.", "I can add an additional question to your account, but it would be one more thing to have to remember.", "#Uh, fine. I'll have to write it down or I'll forget.", "You know what I do?", "What's that?", "Do you have an iPhone?", "Yeah.", "I use my notepad.", "That's not secure is it?", "You can lock the notes you want secure.", "Lock them?", "Yes. It's a setting in the Notepad, Notes app.", "#Huh. I've never heard of that, but that might work. Most of the time I get locked out of my account at work, because I wrote the stuff down at home.", "Right. I get it. Maybe this will work for you.", "Ok. I'll give it a try. How do I do it?", "Ok. Open up your Notes app.", "I'm there.", "Create a new note.", "Got it.", "Ok, now type in your security questions.", "#Oh. I didn't choose the second one.", "Ok. No problem. Which one do you want?", "The high school.", "Ok. What's the name of your high school? Got it.", "Lakeside High.", "Ok, I'm going to type in Lakeside High, so make sure that's all you type in also. Ok?", "Yeah. Got it.", "Now, once you've typed the questions and answers, look up to the right upper screen and you'll see a circle with three dots.", "I see it.", "Ok. Select that and then a menu will pop up at the bottom.", "Yep.", "See the purple lock button?", "Yeah.", "Select that and your Face ID thing will flash and then the note will have the lock option. See the unlocked, like, little padlock in the corner?", "#Oh. There it is. Yes.", "That's it. Now, when you're done with the note, just tap on the padlock and it will lock. The next time you open the note, you'll see the Face ID thing and it will open.", "Nice. I never knew that, I mean, the lock think, not the note thing.", "I got it. Yeah. It's convenient.", "Ok. Now what?", "Well, I got the name of your high school, but I still need your mother's maiden name.", "#Oh right. Marjorie, wait, no, that's her first name. Mayfield.", "Ok. Mayfield. Got it. Make sure to add that to your note.", "Already did.", "Great! I unlocked your account, so now, you should be able to update your password and log in.", "Thanks.", "Did you want me to stay on the line with you while you try?", "#Nah. It's alright. I'm sure it's fine.", "Ok, then. Is there anything else today?", "#Nope. Thanks, again, for the, iPhone tip.", "Sure. No problem. Glad I could help. So, if there's nothing else?", "#Mhm.", "Have a good day and thanks for calling Rivertown Insurance. Take care.", "Thanks, you, too.", "Thanks. Good bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_907_000", "insurance_907_001", "insurance_907_002", "insurance_907_003", "insurance_907_004", "insurance_907_005", "insurance_907_006", "insurance_907_007", "insurance_907_008", "insurance_907_009", "insurance_907_010", "insurance_907_011", "insurance_907_012", "insurance_907_013", "insurance_907_014", "insurance_907_015", "insurance_907_016", "insurance_907_017", "insurance_907_018", "insurance_907_019", "insurance_907_020", "insurance_907_021", "insurance_907_022", "insurance_907_023", "insurance_907_024", "insurance_907_025", "insurance_907_026", "insurance_907_027", "insurance_907_028", "insurance_907_029", "insurance_907_030", "insurance_907_031", "insurance_907_032", "insurance_907_033", "insurance_907_034", "insurance_907_035", "insurance_907_036", "insurance_907_037", "insurance_907_038", "insurance_907_039", "insurance_907_040", "insurance_907_041", "insurance_907_042", "insurance_907_043", "insurance_907_044", "insurance_907_045", "insurance_907_046", "insurance_907_047", "insurance_907_048", "insurance_907_049", "insurance_907_050", "insurance_907_051", "insurance_907_052", "insurance_907_053", "insurance_907_054", "insurance_907_055", "insurance_907_056", "insurance_907_057", "insurance_907_058", "insurance_907_059", "insurance_907_060", "insurance_907_061", "insurance_907_062", "insurance_907_063", "insurance_907_064", "insurance_907_065", "insurance_907_066", "insurance_907_067", "insurance_907_068", "insurance_907_069", "insurance_907_070", "insurance_907_071", "insurance_907_072", "insurance_907_073", "insurance_907_074", "insurance_907_075", "insurance_907_076", "insurance_907_077", "insurance_907_078", "insurance_907_079", "insurance_907_080", "insurance_907_081", "insurance_907_082", "insurance_907_083", "insurance_907_084", "insurance_907_085", "insurance_907_086", "insurance_907_087", "insurance_907_088", "insurance_907_089", "insurance_907_090", "insurance_907_091", "insurance_907_092", "insurance_907_093", "insurance_907_094", "insurance_907_095", "insurance_907_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning! Thanks for calling Rivertown Insurance.", "Hi.", "How can I help I help you today?", "Uh, I can't find my policy and I need proof of insurance.", "Ok. Can I start by.", "I had it in my email, but I can't find the email.", "Ok. No problem. I'll need to look up your account first. Can I get your first and last name?", "Yeah, it's Bobby Gillford.", "Ok. Is that, Bobby with a Y or is the name Robert on your policy?", "Oh, yeah. Probably Robert.", "Ok. One second. Robert Gillford. Ok. Um, can I get your date of birth?", "It's ten twelve nineteen eighty three.", "Ten twelve nineteen eighty three. Hm. Ok. And, your zip code?", "Seven five two three two.", "Seven five . Great. Here you are. I need to verify your account using one of your security questions.", "Ok.", "What is your mother's maiden name?", "Johnson.", "Got it. Thanks. It looks like you have two policies with us. Auto and homeowners.", "Yeah, I need auto.", "Great. Um, it's, do you have something to write with?", "I'll just put it into my phone.", "Great. Ok, it's five seven two four three six nine zero three.", "Nine zero three. Got it.", "Great.", "Can you email me the policy info?", "Uh, sure. Hang on. Let me verify your email address.", "It's g.i.l.l.s.c.o.m. at yahoo dot com.", "Ok. Let me see here. Um, g.i.l.l.s.c.o.m. at yahoo. Yep. That's what we have. Good. I'll send this to you now.", "Thanks.", "Is there anything more I can do for you today?", "Well, I need to see if my wife's, soon to be ex-wife's name is still on my auto.", "Oh. Sure. One moment. Her name, please?", "Marla.", "Same last name.", "Yeah. For now.", "Ok. Marla Gillford. Yes. Her name is still on the policy.", "I need to remove her name.", "Hm. Ok, it looks like the title is still with the lender. Is this accurate?", "Yeah.", "Ok, so, unfortunately if the title still has your wife's name on it, you would have to change the title before we could take her name off the policy.", "What do you mean?", "The lender requires your vehicle to be insured and they hold the title. If the title still has her name on it, they'll need her name on the policy also. Does that make sense?", "Kind of. So what do I need to do to take her name off the insurance?", "Call your lender and find out what they would require and then give us a call back.", "Well, our divorce could take a while and I'm not sure how long it will take to do all that.", "I understand, but, unfortunately, I can't remove her name from the policy while your lender still shows her on the title.", "So, what if I can't get her off the title?", "Um, I'm not sure what your lender would require. From our end, we have to go with whatever is on the title since there is a lean holder.", "Lean holder?", "Sorry. Yeah, the lender.", "Got it. Ok, so if I get her off the title, then I can get her off the policy?", "Right, but we would need to get a copy of the new title from your lender.", "Ok. It sounds like this is going to be a while.", "Yeah. I'm honestly not sure. Sorry for the inconvenience.", "It's alright. I'm just having a hard time going through this.", "I understand. It can be rough.", "Yeah. So, it doesn't cost more to have her on the policy?", "No, mainly because you are listed as the primary driver.", "Yeah. She doesn't really drive my car.", "Right. That's what we have.", "Ok.", "mister Gillford, is there anything else I can help you with today?", "Uh, I'll be moving out soon, so when I change my address, I need to call you back, right?", "Yes, or you can update your address on our website.", "Um, how do I do that?", "Go to our website, Rivertowninsurance dot com, log in, then go to My Dashboard, then click on Auto.", "Uh-huh.", "Then you'll see the settings icon on the upper right side of the screen.", "Ok.", "Click on that, then look for edit to the right of your address.", "Ok. Hang on, I'm looking now.", "Oh, great. Take your time.", "Yeah. I'm a visual person. It's better if I do it. I'll remember it better that way.", "No problem.", "Ok. I see it. So, I just type in my new address.", "Yep, then click update.", "Update. I guess I'll see that if I actually change my address?", "Yes. It's on the next screen.", "Yeah. I haven't moved yet.", "Ok. Also, if you go back one screen, if you need to change any other profile information, you'll see it there.", "Yeah. I see it.", "Good.", "I'll probably need to change my email address when I move, too.", "Oh. Really? It looks like you have a yahoo address, which would be good wherever you are.", "Yeah, but she uses it, too.", "Oh, gotcha. Ok, well, if you need help doing this, please call us for assistance.", "Will do.", "Is that all today, mister Gillford?", "Yeah. Did you send the policy info to my email?", "Yep, it should be there. Make sure to check your spam folder if you don't see it.", "Oh. There it is. It shows it's from support, not Rivertown.", "Yep. You got it then?", "Yes.", "Ok, then. Have a good day mister Gillford and thanks for calling Rivertown Insurance.", "Thanks. Bye.", "Good bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_908_000", "insurance_908_001", "insurance_908_002", "insurance_908_003", "insurance_908_004", "insurance_908_005", "insurance_908_006", "insurance_908_007", "insurance_908_008", "insurance_908_009", "insurance_908_010", "insurance_908_011", "insurance_908_012", "insurance_908_013", "insurance_908_014", "insurance_908_015", "insurance_908_016", "insurance_908_017", "insurance_908_018", "insurance_908_019", "insurance_908_020", "insurance_908_021", "insurance_908_022", "insurance_908_023", "insurance_908_024", "insurance_908_025", "insurance_908_026", "insurance_908_027", "insurance_908_028", "insurance_908_029", "insurance_908_030", "insurance_908_031", "insurance_908_032", "insurance_908_033", "insurance_908_034", "insurance_908_035", "insurance_908_036", "insurance_908_037", "insurance_908_038", "insurance_908_039", "insurance_908_040", "insurance_908_041", "insurance_908_042", "insurance_908_043", "insurance_908_044", "insurance_908_045", "insurance_908_046", "insurance_908_047", "insurance_908_048", "insurance_908_049", "insurance_908_050", "insurance_908_051", "insurance_908_052", "insurance_908_053", "insurance_908_054", "insurance_908_055", "insurance_908_056", "insurance_908_057", "insurance_908_058", "insurance_908_059", "insurance_908_060", "insurance_908_061", "insurance_908_062", "insurance_908_063", "insurance_908_064", "insurance_908_065", "insurance_908_066", "insurance_908_067", "insurance_908_068", "insurance_908_069", "insurance_908_070", "insurance_908_071", "insurance_908_072", "insurance_908_073", "insurance_908_074", "insurance_908_075", "insurance_908_076", "insurance_908_077", "insurance_908_078", "insurance_908_079", "insurance_908_080", "insurance_908_081", "insurance_908_082", "insurance_908_083", "insurance_908_084", "insurance_908_085", "insurance_908_086", "insurance_908_087", "insurance_908_088", "insurance_908_089", "insurance_908_090", "insurance_908_091", "insurance_908_092", "insurance_908_093", "insurance_908_094", "insurance_908_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance, this is Jennifer. mister Singh, I see that you've already verified your account. Thank you.", "Sure.", "Are you calling about the vehicle accident reported last week?", "Yeah. They told me to call back once I had the report. Police report.", "Right. Good. So, did you upload that report to your secure portal?", "Well, I tried, but it kept bumping me back to the submit page. Like, I didn't get a confirmation message.", "#Oh. That's not good. Let me see what's going on here.", "Ok.", "I see you successfully uploaded photos of your vehicle damage, but I don't see the report. #Hm. Give me a second and I'll put in a ticket to our tech team.", "Ok. Thanks.", "#Yep. Ok. That's done. Now, let's see what we can do about this report.", "Ok.", "You know what?", "#Huh?", "I can just have you send it to me via email and I can forward it on to the underwriters.", "Ok.", "Or, even better, I can upload it to your claim portal on the back end.", "Sounds good.", "Do you have something to write down my email?", "#Um, hang on a sec.", "Sure.", "Ok. Ready.", "Ok. My email address is j. Ellis at Rivertown i.n.s. dot com.", "J.e.l.l.i.s.?", "Correct.", "Ok. At Rivertown i.n.s. dot com.", "Yep.", "Ok. I'll scan it and send it to you.", "Yes. That'll work.", "Hang on a sec.", "#Oh, you're doing it now?", "Yeah. Hang on.", "No problem.", "Ok. It should be on its way to you.", "Great. Now, I have a couple questions to ask.", "Yeah. Ok.", "Did you happen to get the other driver's insuranc info?", "Yeah. It should be in the portal, yeah portal.", "#Hm. I don't see it. Gosh, I wonder what's going on with this thing.", "Not sure.", "Ok. Well, if you have that, would you mind emailing it to me, too?", "Sure. Hang on.", "No problem. Take your time.", "#Uh, what was your email again?", "#Um, j.e.l.l.", "Oh, right, here it is. It auto populated. J.e.l.l.i.s. .", "Yes. Did it work?", "Yeah. You should get it soon. I just sent it.", "Great. Ok, let's see. What about injuries?", "Injuries? Mine?", "#Oh, sorry, yes. After the accident, did you see a doctor?", "#Uh, yeah. I made an appointment two days after the accident because I couldn't shake a headache.", "Ok. We'll need that info, too. Do you have the documentation from your doctor visit?", "#Uh, well, they gave me a receipt for my copay, but nothing medical was on that.", "Right. Ok. So, we'll need the doctor's notes. I'm going to email you a release form. This will give us permission to contact your doctor and get a copy of those notes. Ok?", "Sure. Yeah.", "Ok. #Um, sending it now.", "Ok. #Uh, #yep, I see it. So just sign it and return?", "Well, since the portal uploads aren't working for you, just email it back to me.", "Ok. Do you need it right now?", "#Oh, no. Take your time. In the next day or two is fine.", "Ok. Thanks.", "Also, if there was any prescription medication indicated, we'll need that info, too.", "#Um, ok. They gave me something for my neck muscles. To, loosen them up. They think I had a concussion was concussed and some whiplash.", "#Jeez. Ouch. That must have hurt.", "For sure. I was out of work for a couple of days.", "#Oh, really? Did you have loss of income because of it?", "Well, I had to use personal days because I'm an hourly employee and all my days off are counted the same way. Personal days. So, technically, yeah, because those could have been vacations days down the road.", "Right. We'll need that information from your employer. Do you have that info on your pay stub?", "I think so.", "Ok.", "We get paid on Friday, so I'll look.", "Good. And, if you see the vacation days on there, just email me a copy.", "Got it. Ok.", "So, I noticed you have a photo of some damage, but I can't make it out. Was that your car? Photo number two?", "#Hm. Let me check.", "Ok. It's the one of what looks like under where the wheel is. There's bent metal or something.", "#Oh, yeah. That's not my car. That's the other guy's truck. The metal above his wheel got caught on my bumper. See? On the next photo. Number three?", "#Whoa. Yes, I see it. Ok.", "Yeah it was pretty bad.", "Looks like it. Well, thanks for the clarification.", "Sure. Anything else?", "I'm making some notes, but we're almost done.", "Ok. Good.", "Have you received any calls from the other party's insurance provider?", "#Oh, yeah, but I told them to call you and gave them that eight hundred number from the email you sent.", "Perfect. That's exactly what you should have done.", "Good.", "Ok. That's about it for now.", "Great.", "Do you have any questions for me?", "You'll call me if you need anything else, right?", "Yes. If we need more info for your claim the underwriters will get in contact with you.", "Ok. Thanks.", "Thanks for calling Rivertown. Have a good day. Bye!", "Thanks, bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_909_000", "insurance_909_001", "insurance_909_002", "insurance_909_003", "insurance_909_004", "insurance_909_005", "insurance_909_006", "insurance_909_007", "insurance_909_008", "insurance_909_009", "insurance_909_010", "insurance_909_011", "insurance_909_012", "insurance_909_013", "insurance_909_014", "insurance_909_015", "insurance_909_016", "insurance_909_017", "insurance_909_018", "insurance_909_019", "insurance_909_020", "insurance_909_021", "insurance_909_022", "insurance_909_023", "insurance_909_024", "insurance_909_025", "insurance_909_026", "insurance_909_027", "insurance_909_028", "insurance_909_029", "insurance_909_030", "insurance_909_031", "insurance_909_032", "insurance_909_033", "insurance_909_034", "insurance_909_035", "insurance_909_036", "insurance_909_037", "insurance_909_038", "insurance_909_039", "insurance_909_040", "insurance_909_041", "insurance_909_042", "insurance_909_043", "insurance_909_044", "insurance_909_045", "insurance_909_046", "insurance_909_047", "insurance_909_048", "insurance_909_049", "insurance_909_050", "insurance_909_051", "insurance_909_052", "insurance_909_053", "insurance_909_054", "insurance_909_055", "insurance_909_056", "insurance_909_057", "insurance_909_058", "insurance_909_059", "insurance_909_060", "insurance_909_061", "insurance_909_062", "insurance_909_063", "insurance_909_064", "insurance_909_065", "insurance_909_066", "insurance_909_067", "insurance_909_068", "insurance_909_069", "insurance_909_070", "insurance_909_071", "insurance_909_072", "insurance_909_073", "insurance_909_074", "insurance_909_075", "insurance_909_076" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning! Thanks for calling Rivertown Insurance. This is Avery. How can I help you today?", "Well, I heard you guys have pet insurance. Is that true?", "Yes. We sure do. How did you hear about us?", "I have a friend, who, told me about it and I have a dog, a Doodle, and wanted to get some coverage for her.", "#Ah. I love Doodles. They are so sweet.", "They are for sure.", "Is your, what's her name?", "Bella.", "Cute! Is Bella a puppy?", "#Oh. No, she isn't, she's about three.", "Ok. No problem. As long as she's under five years, we can provide coverage for her.", "Great. Thanks!", "Ok. We have a couple of options. We have Petcare Basic and Petcare Preferred at five hundred and a thousand a year, respectively.", "#Oh, that's less than I expected.", "Good. I'm glad it'll work for you. Now the coverages are like discounts. All the discounts are for vet visits, vaccines, and annual visits. They also cover prescription drugs, but not over-the-counter meds. Make sense?", "I think so. So, how much, what is the discount for each plan?", "#Oh. Right. The Basic is a fifty percent discount on visits, and twenty five percent on prescriptions.", "#Mhm.", "Then, the Preferred plan is an eighty percent discount on visits, and fifty percent discount on prescriptions.", "Ok. That one sounds good.", "Fantastic. Let's get started.", "Great.", "Can I get your name?", "Sure, it's Ellis Robbins.", "Ok. Ellis Robbins. And, your address?", "Five six two three Ridgehouse Lane.", "Ok. And the zip?", "The zip is o. o. three two six.", "Zero Zero three two six. Thanks. And, a good phone number for you?", "Three three seven, six one eight, seven two four four.", "Three three seven, six one eight, seven two four four?", "Yes.", "#Um, ok, and your email.", "E.l.l.s.d.o.o.d.l.e. at yahoo.", "Ell's doodle at yahoo?", "#Yep!", "So sweet. And, what's her name?", "It's Bunny.", "#Ah, so cute. Bunny.", "She kind of hops when she starts to run, so that's how she got her name.", "Adorable.", "She's a sweetie.", "I bet. Ok. You said Bunny is a Doodle that's about three years old? Do you know her exact birthdate? #Er, is it on her, well, did you get her from a pound or humane society?", "#Oh. No, our friends had a litter and we got Bunny from them.", "Nice, so what is her birthdate?", "It's seven twenty two thousand eighteen.", "July twentieth, two thousand eighteen?", "Yes.", "Great. And, now for your monthly payments, I'll need your card number.", "#Oh. #Mhm. Hang on a second.", "Sure.", "Here, it's fifty two seventy.", "Five two seven zero. Visa?", "Yeah. Visa.", "Ok. Thanks. Continue.", "Six six three one.", "Six six three one.", "Five seven nine eight.", "Five seven nine eight?", "#Mhm. Three seven one four.", "Three seven one four. Great. And, the expiration?", "Eight of twenty five.", "Eight of twenty five. Got it. And, the three digit number on the back of the card.", "Three one three.", "Three one three. Thanks. Now, let me repeat all that back to you before I run the payment through.", "Ok.", "It's a Visa. Five two seven zero, six six three one, five seven nine eight, three seven one four with an expiration of eight of twenty five, and three digits of three one three.", "Yes, that's correct.", "Great! Let put this first payment through and you'll be all done and Bunny will be covered.", "Great. Thanks.", "Ok. The payment went through and you'll get a receipt via email. You get a separate email with the policy information and you'll receive a card in the mail for you to use at your vets office.", "#Oh, perfect.", "Was there anything else today, Ellis?", "#Nope! That works. Thanks.", "Fantastic. I hope you have an awesome day and thanks for calling Rivertown.", "#Mhm. Bye.", "Good bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_910_000", "insurance_910_001", "insurance_910_002", "insurance_910_003", "insurance_910_004", "insurance_910_005", "insurance_910_006", "insurance_910_007", "insurance_910_008", "insurance_910_009", "insurance_910_010", "insurance_910_011", "insurance_910_012", "insurance_910_013", "insurance_910_014", "insurance_910_015", "insurance_910_016", "insurance_910_017", "insurance_910_018", "insurance_910_019", "insurance_910_020", "insurance_910_021", "insurance_910_022", "insurance_910_023", "insurance_910_024", "insurance_910_025", "insurance_910_026", "insurance_910_027", "insurance_910_028", "insurance_910_029", "insurance_910_030", "insurance_910_031", "insurance_910_032", "insurance_910_033", "insurance_910_034", "insurance_910_035", "insurance_910_036", "insurance_910_037", "insurance_910_038", "insurance_910_039", "insurance_910_040", "insurance_910_041", "insurance_910_042", "insurance_910_043", "insurance_910_044", "insurance_910_045", "insurance_910_046", "insurance_910_047", "insurance_910_048", "insurance_910_049", "insurance_910_050", "insurance_910_051", "insurance_910_052", "insurance_910_053", "insurance_910_054", "insurance_910_055", "insurance_910_056", "insurance_910_057", "insurance_910_058", "insurance_910_059", "insurance_910_060", "insurance_910_061", "insurance_910_062", "insurance_910_063", "insurance_910_064", "insurance_910_065", "insurance_910_066", "insurance_910_067", "insurance_910_068", "insurance_910_069", "insurance_910_070", "insurance_910_071", "insurance_910_072", "insurance_910_073", "insurance_910_074", "insurance_910_075", "insurance_910_076", "insurance_910_077", "insurance_910_078", "insurance_910_079", "insurance_910_080", "insurance_910_081", "insurance_910_082", "insurance_910_083", "insurance_910_084", "insurance_910_085", "insurance_910_086", "insurance_910_087", "insurance_910_088", "insurance_910_089", "insurance_910_090", "insurance_910_091", "insurance_910_092", "insurance_910_093", "insurance_910_094", "insurance_910_095", "insurance_910_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Excuse me. Hi, this is Tricia. Thanks for calling Rivertown Insurance. How are you today?", "Good. How are you?", "[clears throat] Good. Thanks for asking. Sorry. I swallowed wrong right before I answered. What can I do for you today? [clears throat].", "Well, I just got a puppy and was hoping I could sign up for pet insurance and a friend told me you guys do this.", "Ah, so nice! You have a new fur baby!", "Yeah. She's super cute.", "I bet! So we have a couple of options for pet insurance. I can share the details of each with you.", "Ok. Well, I don't want to worry about her at all, so whatever the best plan is, that's what I want.", "She stole your heart, huh?", "Oh, for sure. She's a little princess!", "She sounds precious! In that case, we have a Petcare Preferred plan that goes for one thousand dollars per year.", "And, that's about, what? Eighty some dollars a month?", "Yeah, it would be a little over eighty three dollars a month.", "Ok, so, uh, what does that cover?", "It works mostly like a discount plan. Each time you take her into the vet, you would only pay fourty percent of the total office charge and then if there are any medications, you would receive a twenty five percent discount off the total cost of the medications. This becomes a significan't savings if something serious happens or if she comes down with an illness.", "Right. Ok. And, what about shots. Does it cover those.", "Yep. In fact, all of the standard scheduled canine vaccinations would be free.", "Free! Wow, that's great!", "Right? So, you start saving money right off the bat.", "What about emergency care? Does it cover that?", "Yep. It covers emergency care the same way it covers an office visit.", "Nice. Ok. Um, what else? Um, what about end of life stuff, like if we decide to put her down for whatever reason, does it cover that?", "If the termination is done by a licensed veterinarian, then, yes. But, you know those companies that do in home terminations?", "Yeah.", "Unless, those are done by a licensed veterinarian, then we can't cover it. It really depends on how they bill it.", "Oh, gotcha. Hopefully, we won't have to worry about that for a long time.", "Gosh, I hope not.", "Um, so does it cover any over the counter medications, like heart worm medication or anything like that?", "Unless it is prescribed by the vet at the time of the office visit, unfortunately, no.", "Ok. Well, I had to ask. .", "Right, no problem. So, does this sound like the right.", "What about if something happens to her, physically, and she needs like those little wheels on her back legs to get around. Would it cover that?", "Oh, right. Well, if it is prescribed by the veterinarian and it is on her vet bill, like if the device comes from the vet, then yes, but if it's something you buy for her somewhere else, then I don't think so.", "Ok. I think I got it.", "So, what do you think? Are you ready to sign up for the Petcare Preferred plan?", "Yeah, I think that'll work. Is it something I can cancel if I no longer want it?", "Yes. There's no contract, but we bill monthly, so if your payment's already processed, you'll be covered until the end of that month.", "Got it.", "Ok. Do you have any more questions before I create your policy?", "Nope, that'll do it.", "Great. Ok. Um, I don't think I got your name. What is your first and last name?", "Jasper Falcon.", "Ok. Can you spell that for me?", "Yeah. J.a.s.p.e.r. F.a.l.c.o.n.", "c.o.n. Got it. And, your princess's name?", "Darla Falcon.", "D.a.r.l.a?", "Yep.", "Ok. Um, now your address. Mailing address.", "Fifty four seventy one West Maple Road.", "Five four seven one?", "Yes.", "Ok. And, now, your email address so we can send your bills electronically?", "It's j.f.a.l.c.o.n. at gmail.", "Ok. At gmail dot com?", "Yep.", "Ok. City and zip code?", "Uh, Phoenix eight five two two one.", "Phoenix, eight five two . Thanks. And, a good phone number?", "Uh, four eight zero, three two seven, ninety two sixty one.", "Four eight zero, three two seven, nine two six one?", "Yeah.", "Ok. Great. Now I need Darla's birth date.", "Well, we got her from the Humane Society, so they're not a hundred percent sure, but their best guess is May of this year.", "Oh, she's a baby! Ok, let's put May first. Sound good?", "Perfect!", "Great. What kind of dog is she?", "They think she's a labradoodle, but they're not sure, but that's what's on her adoption papers.", "Good. Let's go with that. Labradoodle. What is her current weight and her expected adult weight?", "Right now, she's around ten pounds, but she'll probably be around seventy five to eighty pounds when she's fully grown.", "I'll just put eighty pounds, ok?", "Yep. Good.", "Now, I need to ask you a few questions about Darla's health, ok?", "Ok.", "Are you aware of any life threatening illnesses or birth defects that she might have?", "Um, no. The vet at the Human Society gave her a clean bill of health when we adopted her, but she hasn't been to our vet yet.", "Ok, no worries. Health excellent. Has she been spayed?", "Yeah, they did that at the Humane Society.", "Perfect. Alright. I'm just finishing typing in the policy submission form. One second.", "Mhm.", "Ok. Now we'll need to get a form of payment on file. All of your payments will automatically processed using your preferred payment method.", "Ok. Do you take Visa?", "Yes. Ok. Your card number?", "Four two eight zero. Seven two six nine. Eight five two three. Two eight two two.", "Ok. Let me repeat that. Four two eight zero seven two six nine eight five two three two eight two two.", "That's it.", "Ok. And, expiration?", "Uh, eleven of twenty two.", "Got it. And, the number on the back?", "Five one four.", "Ok. Got it. Now we'll take the first payment today and the subsequent payments will come out on the first of each month.", "Alright.", "You're all set! Is there anything else I can do for you?", "Nope. Thanks!", "Thanks for trusting Rivertown Insurance! Have a great day and enjoy your new baby girl!", "Thanks so much! You, too! Bye!", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_911_000", "insurance_911_001", "insurance_911_002", "insurance_911_003", "insurance_911_004", "insurance_911_005", "insurance_911_006", "insurance_911_007", "insurance_911_008", "insurance_911_009", "insurance_911_010", "insurance_911_011", "insurance_911_012", "insurance_911_013", "insurance_911_014", "insurance_911_015", "insurance_911_016", "insurance_911_017", "insurance_911_018", "insurance_911_019", "insurance_911_020", "insurance_911_021", "insurance_911_022", "insurance_911_023", "insurance_911_024", "insurance_911_025", "insurance_911_026", "insurance_911_027", "insurance_911_028", "insurance_911_029", "insurance_911_030", "insurance_911_031", "insurance_911_032", "insurance_911_033", "insurance_911_034", "insurance_911_035", "insurance_911_036", "insurance_911_037", "insurance_911_038", "insurance_911_039", "insurance_911_040", "insurance_911_041", "insurance_911_042", "insurance_911_043", "insurance_911_044", "insurance_911_045", "insurance_911_046", "insurance_911_047", "insurance_911_048", "insurance_911_049", "insurance_911_050", "insurance_911_051", "insurance_911_052", "insurance_911_053", "insurance_911_054", "insurance_911_055", "insurance_911_056", "insurance_911_057", "insurance_911_058", "insurance_911_059", "insurance_911_060", "insurance_911_061", "insurance_911_062", "insurance_911_063", "insurance_911_064", "insurance_911_065", "insurance_911_066", "insurance_911_067" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown, this is Candy, how can I help!", "Hi there. I'm calling because I need to remove my son from our, my life insurance.", "Ok. I can help you with that.", "[clears throat] I tried to do it myself, but I couldn't figure it out on the damned website.", "#Oh, I'm sorry to hear that.", "Yes. It's very confusing. Someone should figure it out. It needs to be more user friendly.", "Well, I can certainly put in a ticket to our tech team. Was there anything specific that you got hung up on?", "Yeah I got hung up. After I logged in there was nothing there that was easy to figure out.", "So, if I understand, you couldn't find your life insurance account?", "Well, there was the dashboard thing and there was a summary, but nowhere on that damn page was there a place to get to the insurance page.", "#Oh, I'm so sorry it was confusing for you. I will definitely let the tech team know you weren't, that the dashboard wasn't user friendly for you.", "Fine. So, can you remove my son from my life insurance?", "No, problem, sir. I can help you. To help you, I need to first bring up your account. Can I have your first and last name, please?", "[clears throat] Yes. It's William Evans the third.", "Thank you. And, your birthdate?", "January tenth, nineteen fourty six.", "Thank you. One ten fourty six.", "#Mhm. Now what?", "Ok. I need to verify your account by asking you your chosen security question.", "Fine. Let's get to it.", "Sure. What is the name of your first pet?", "I don't remember.", "Ok, what about the name of your childhood best friend?", "How am I supposed to remember that?", "I'm sorry, sir, these are the questions you set up on your account.", "Well, I don't remember!", "No problem. I can verify your account with, having you tell me your, the last four digits of your social security number.", "Fine. It's nine six two four.", "Nine six two four. Thank you for verifying.", "Yeah. Yeah, now can we get to the reason I called?", "Yes, sir. I see that you have three beneficiaries on your life insurance policy. Meridith, David, and Jerrid. I show David and Jerrid are at twenty five percent. Which one would.", "Jerrid. It's Jerrid. Take him off.", "Ok. Ok, sir. I'm happy to do this. Give me one moment.", "#Mhm.", "Ok, sir. We'll need to reconcile, the discrepancy with the well, your beneficiary designations have to equal one hundred percent. Did you want me to.", "Just add it to David's share!", "Ok. I can do that. No problem. One second, please.", "#Mhm.", "Ok, sir, I've changed the beneficiary designations so that Meridith and David are your primary beneficiaries at fifty percent each. Is that correct?", "Yes. Yes. Anything else?", "#Uh, I'll be sending a confirmation to you via email and the changes will, are effective immediately.", "Not soon enough.", "Sir, I don't see that you have anyone listed as a secondary beneficiary. Would you like to add Jerrid as a secondary beneficiary instead.", "No, why would I do that! He's an ungrateful, arrogant, unworthy .", "Ok. I understand.", "No, no you don't! You sound way too young to have children! Do you even have children?", "No, sir. I can imagine it can be frustrating at times. I know I wasn't, well I was no angel and I'm sure I put my parents through some tough times.", "Yes, well, Jerrid was supposed to start Standford next semester and he just informed me that he wants to travel across India. I mean, what the hell is that! Who would give up Standford for a whim! No Evans in the history of our family has ever not gone to college!", "#Oh. That's got to be frustrating. I'm sorry you're going through such a difficult time.", "Well, it is difficult. Throwing away a prosperous future for some cockamamie trip, with his buddies, no less. The same ones I knew would be bad for him.", "#Hm.", "Anyway, I just didn't know what to do other than force his hand. And, do you know what that kid did?!", "No, sir.", "He said he didn't need the money! Doesn't need the money? Who doesn't need money? Everyone needs money! He is ridiculous!", "I understand.", "Right. Well, he'll see how much he doesn't need money when he can't afford a plane ticket home from India. India for God's sake!", "I'm sorry, sir. It sounds like you've had a rough day. Is there anything more I can do for you today?", "No. No. That's all. And, no! I don't want him as a secondary beneficiary.", "Ok. I understand, sir. He has been removed and you will receive confirmation of these changes.", "Fine. When?", "#Oh, you should see an email within thirty minutes just as soon as the system processes the changes.", "Fine.", "If there's nothing else, sir?", "No. that's it.", "Ok. Thank you for calling Rivertown Insurance and I hope your day gets better.", "Right. Thanks.", "My pleasure. Bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_912_000", "insurance_912_001", "insurance_912_002", "insurance_912_003", "insurance_912_004", "insurance_912_005", "insurance_912_006", "insurance_912_007", "insurance_912_008", "insurance_912_009", "insurance_912_010", "insurance_912_011", "insurance_912_012", "insurance_912_013", "insurance_912_014", "insurance_912_015", "insurance_912_016", "insurance_912_017", "insurance_912_018", "insurance_912_019", "insurance_912_020", "insurance_912_021", "insurance_912_022", "insurance_912_023", "insurance_912_024", "insurance_912_025", "insurance_912_026", "insurance_912_027", "insurance_912_028", "insurance_912_029", "insurance_912_030", "insurance_912_031", "insurance_912_032", "insurance_912_033", "insurance_912_034", "insurance_912_035", "insurance_912_036", "insurance_912_037", "insurance_912_038", "insurance_912_039", "insurance_912_040", "insurance_912_041", "insurance_912_042", "insurance_912_043", "insurance_912_044", "insurance_912_045", "insurance_912_046", "insurance_912_047", "insurance_912_048", "insurance_912_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi there thank you for calling Rivertown Insurance. My name is James. How can I help you today?", "Oh hi James. Yes I need to get a copy of my insurance information from you.", "Well I can help you with that. What is your name sir?", "My name is Ken Collie.", "OK mister Collie would you please spell your last name for me?", "Okay it is C O L L I E.", "Got it. Thank you for that. Let me see here do you happen to have your policy number?", "Yes I believe I do I oh I did have it here a second ago shoot I shut my computer down and oh I don't have it I am sorry.", "That is not a problem at all we can look it up here I will just need to verify your identity. Can you please tell me your date of birth?", "Yeah my birthday is October fourth ninteen eighty.", "Ok and next I will need your social security number please.", "Sure thats seven three two one zero nine five six four.", "Alright I will just read that back to you. I have here seven three two one zero nine five six four. Is that correct?", "It sure is!", "Okay fantastic now let me see oh I need you to please answer the security question you chose for this account.", "Okay I can do that.", "What is the name of your childhood best friend?", "Nicky. Nicky Lopez. What a guy.", "Okay we have now verified your identity and have accessed your account. Were you wanting m to mail you a paper copy of your proof of insurance or were you wanting a digital copy?", "Oh I guess a mailed copy would be best but actually can I just get both? I didn't know digital was an option.", "Yes of course we can certainly do both. Digital is a nice option. Nice and quick and easy to access on your phone!", "Yeah exactly what I was thinking!", "Well let's get this going here. First I will need you to tell me the address you would like this sent to.", "Five six one east mission way. Toister City. Arizona six two two three one.", "Okay let me just read that back to you to make sure I got it right. Five Six One east mission way. Toister City Arizona six two two three one?", "Yes that is correct sir!", "Perfect I will have this sent out to you today at that address. It will probably take three to five days to arrive. Next up digital! .", "Okay cool.", "So for this of course I will need your email address please.", "yeah ok my email address is KCBaller at xyz dot com.", "So that is the Letters K and C and the word baller at xyz dot com?", "Yeah that is right.", "Ok I will send this email right now. Sent it so you should be receiving that here in just a few minutes.", "Yeah I just heard the notification. Got it here.", "And just so you know you can access this information any time by logging into your account through our website.", "Oh ok thats cool.", "Yes it is really quite convenient. You can view and print your proof of insurance right from the website.", "Okay good to know.", "Well it looks like we have two copies coming your way one digital and one by mail. Is there anything else I can help you with?", "Uh actually yes now that I think of it I am wondering how to get on my account online? Is it just using my email address?", "Yes sir. Your username is your email address and if you forget the password we can either reset it over the phone or you can actually just go through the process online.", "Oh I see it here ok. Forgot your password button right here.", "Yep. That should do it for you.", "Cool thanks so much. You have been really helpful.", "Very happy to assist you. I am glad I was able to help today.", "Yeah me too. Well I guess that is all.", "Okay well if you don't mind staying on the line to complete a survey about your experience that would be great.", "OH sure I guess I can do that. Like right now?", "Yes I will place you on a brief hold and you will be transferred to an optional survey. Thanks for your business mister Collie. Have a great day.", "Ok yeah you too. thanks. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_913_000", "insurance_913_001", "insurance_913_002", "insurance_913_003", "insurance_913_004", "insurance_913_005", "insurance_913_006", "insurance_913_007", "insurance_913_008", "insurance_913_009", "insurance_913_010", "insurance_913_011", "insurance_913_012", "insurance_913_013", "insurance_913_014", "insurance_913_015", "insurance_913_016", "insurance_913_017", "insurance_913_018", "insurance_913_019", "insurance_913_020", "insurance_913_021", "insurance_913_022", "insurance_913_023", "insurance_913_024", "insurance_913_025", "insurance_913_026", "insurance_913_027", "insurance_913_028", "insurance_913_029", "insurance_913_030", "insurance_913_031", "insurance_913_032", "insurance_913_033", "insurance_913_034", "insurance_913_035", "insurance_913_036", "insurance_913_037", "insurance_913_038", "insurance_913_039", "insurance_913_040", "insurance_913_041", "insurance_913_042", "insurance_913_043", "insurance_913_044", "insurance_913_045", "insurance_913_046", "insurance_913_047", "insurance_913_048", "insurance_913_049", "insurance_913_050", "insurance_913_051", "insurance_913_052", "insurance_913_053", "insurance_913_054", "insurance_913_055", "insurance_913_056" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi. I'm Carla. Thanks for calling Rivertown Insurance. What can I do for you?", "Hi. How are you?", "Thanks for asking. I'm doing great.", "Good. I'm a little frustrated because I've been trying to get a hold of my agent, but I can't seem to get them to call me back.", "#Oh. I'm sorry to hear this. Sorry for the inconvenience.", "#Mhm.", "Let me see what I can do. What is your full name?", "Can't I just give you their name and have you tranfer me?", "Unfortunately, I need to verify your account first so that I can see who your agent is.", "I can tell you their name.", "I still need to go through the process of verifying your account first.", "#Oh, alright. Go ahead.", "Your name?", "Jen Baker.", "Is that Jennifer on the account?", "Yes. Baker.", "Jennifer Baker. Thanks.", "#Mhm.", "Your birthdate?", "Nine three ninety eight.", "Thanks. Here's your account. To verify your account, I'll ask a security question.", "Sure.", "What is your mother's maiden name?", "Drekker.", "Thanks for verifying. Is this for your auto claim?", "Yes.", "Ok, I show that your agent is Keith.", "Yes. I could've told you that.", "Sorry. Just trying to go through my process here.", "#Mhm.", "I can try giving Keith a call to see if he's in. One moment while I put you on hold.", "#Mhm.", "Jennifer?", "Yes. It's Jen.", "Sorry. Jen, I just tried to call his extension and I'm getting his voicemail. I can transfer you to leave a message, or I can message him and let you know you'd like to speak with him right away.", "Well, I've already left him like three messages in the past three days and he hasn't returned my call.", "I see. It's possible you called on his days off. We don't have typical hours here.", "Ok. Well, just message him, then.", "I can do that. Give me a second to do this.", "#Mhm.", "Ok, Jen. I've messaged Keith to let him know you need to speak with him urgently.", "Not urgently, just return my call. .", "I understand. If he hasn't returned your call by the end of today. Please call me back.", "Ok. How do I get a hold of you. It's an automatic calling center, right?", "I can give you my extension, so that you can get directly to me.", "When do I enter the extension, when I call back?", "After you press one for English, when they ask you why you're calling, just as soon as you hear that, you can enter an extension at any time.", "Ok. Thanks.", "I'm so sorry for the inconvenience and I'm hoping Keith calls you right away when he sees my message.", "Me, too.", "Is there anything else I can do for you today, Jen.", "No, just get my agent to call me.", "Ok. Hopefully, the message to him will work.", "Yeah. We'll see.", "If there's nothing else, Jen, thanks for calling Rivertown Insurance and have a good day.", "Thanks. You, too. Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_914_000", "insurance_914_001", "insurance_914_002", "insurance_914_003", "insurance_914_004", "insurance_914_005", "insurance_914_006", "insurance_914_007", "insurance_914_008", "insurance_914_009", "insurance_914_010", "insurance_914_011", "insurance_914_012", "insurance_914_013", "insurance_914_014", "insurance_914_015", "insurance_914_016", "insurance_914_017", "insurance_914_018", "insurance_914_019", "insurance_914_020", "insurance_914_021", "insurance_914_022", "insurance_914_023", "insurance_914_024", "insurance_914_025", "insurance_914_026", "insurance_914_027", "insurance_914_028", "insurance_914_029", "insurance_914_030", "insurance_914_031", "insurance_914_032", "insurance_914_033", "insurance_914_034", "insurance_914_035", "insurance_914_036", "insurance_914_037", "insurance_914_038", "insurance_914_039", "insurance_914_040", "insurance_914_041", "insurance_914_042", "insurance_914_043", "insurance_914_044", "insurance_914_045", "insurance_914_046", "insurance_914_047", "insurance_914_048", "insurance_914_049", "insurance_914_050", "insurance_914_051", "insurance_914_052", "insurance_914_053", "insurance_914_054", "insurance_914_055", "insurance_914_056", "insurance_914_057", "insurance_914_058", "insurance_914_059", "insurance_914_060", "insurance_914_061", "insurance_914_062", "insurance_914_063", "insurance_914_064", "insurance_914_065", "insurance_914_066", "insurance_914_067", "insurance_914_068", "insurance_914_069", "insurance_914_070", "insurance_914_071", "insurance_914_072", "insurance_914_073", "insurance_914_074", "insurance_914_075", "insurance_914_076", "insurance_914_077", "insurance_914_078", "insurance_914_079", "insurance_914_080", "insurance_914_081", "insurance_914_082", "insurance_914_083", "insurance_914_084", "insurance_914_085", "insurance_914_086", "insurance_914_087", "insurance_914_088", "insurance_914_089", "insurance_914_090", "insurance_914_091", "insurance_914_092" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning! Thanks for calling Rivertown Insurance! I'm Jerry. How can I be of assistance today?", "Hi, Jerry. A friend told me you have condo insurance. Is that right?", "Yes, we do! We have two different plans.", "Great.", "Do you already have an account with us? #Um, another type of insurance?", "#Nope. This is the first time I've called.", "Ok. Not a problem. I can get you started.", "Great.", "What's your first and last name, please?", "Miles Hardy.", "Great. Miles Hardy. Ok, Miles, now give me your mailing address.", "The condo address?", "Um, if it's the same as your mailing address. Some people that have condos have p.o. boxes.", "#Oh, right. No, it's all the same address.", "Ok. Go ahead.", "Ok. It's fifty one seventy seven Fairy Lane.", "Ok. Five one seven seven Fairy Lane.", "Yes, right.", "Ok, and your zip?", "Five six one seven three.", "Five six one seven three. Got it. Thanks. Is there a unit number?", "#Oh, right! That would help! It's unit thirty two.", "No problem.", "We're in the middle of moving and I'm exhausted.", "#Uh-huh. Moving can be tiring.", "#Yep. And, I totally procrastinated getting this done, so now my partner is like, Miles, we need the insurance before we move in and I'm like I know, I know. I'm on it. .", "#Oh goody. You got the fun task of getting insurance.", "Right?! Not so fun.", "Well, I'll try to make it as painless as possible.", "Thanks. Sounds good. What else do you need from me?", "Well, where was I, right. Here. What is your birth date?", "Eight three eighty two.", "Ok. August third nineteen eighty two?", "#Yep.", "Good. Ok. And, now I'll need your social.", "Ok. It's six two one, three two two, seven seven nine two.", "Six two one, three two two, seven seven nine two?", "Yes. Right.", "Ok. Alright. Who will be living in your condo? Just you and your partner?", "Yep. Just me and Ben.", "Great. Ok. Now what is the square footage of the condo?", "It's about thirteen hundred.", "Ok. Thirteen hundred. With a garage?", "Yes. It's underneath.", "#Oh, so the condo is on top of the garage?", "#Yep. Two stories of condo on top.", "#Wow, so it's three stories.", "#Um, technically, #yeah.", "Ok. Got it. Now what is the outside made from like stucco, or does it have vinyl siding?", "#Uh, it's stucco.", "Ok. And the style of the condo.", "Style?", "Yeah, like mid-century, modern, craftsman.", "#Oh. Right. It's listed as mid-century.", "Great. Thanks. Is your washer dryer on either of the upper stories?", "No, thank God. Can you imagine? There is a small laundry room in the garage.", "#Oh. Nice.", "Yeah, it's a big selling point.", "For sure. Now, what is the estimated value of the condo? Did you get it inspection report alread?", "Yes. They said it's about two hundred thirty thousand.", "And, do you have a loan?", "Yes. For, one ninety.", "Great. Perfect. #Oh, before, what's the county?", "Callen. Callen County.", "Thanks. I had to enter that before I could move to the next page. Thanks.", "Sure.", "Alright, so I can tell you now we have two different policies for you to choose from.", "Great.", "We have the Condo Basic and the Condo Preferred.", "How much are, is the Basic?", "#Um, the basic is five hundred a year.", "And how much coverage for that?", "#Um, It's up to three hundred thousand and liability is at one hundred thousand.", "That sounds good. What about the other one. The Preferred?", "#Uh, it will cover up to five hundred thousand and the liability is at two hundred thousand.", "Ok. #Um, thanks, and how much is that one?", "Six hundred a year.", "#Oh. That sound way better than the other one and it's not that much more.", "Yes. It's a very good policy.", "Good. Then let's go with that one.", "Ok. Great! I'll tentatively sign you up for that, but before it is active, you'll need to log in and upload the inspection report. There will be a document with further instructions.", "Where on the site?", "#Oh, sorry. Log in then go to your dashboard, then click on My Messages, then you'll see a message from me with an attachment. This will be the instructions and will let you know how to proceed with the upload.", "Great. Sounds good. #Um, how soon will the message be there.", "Well, as soon as I submit this quote. The system will automatically drop the packet into your messages.", "Perfect. Thanks.", "My pleasure. Is there anything more I can do for you today?", "Nope that's it. I'm so glad that's done! #Whew!", "No kidding. Congrats on your new place and thanks for calling Rivertown Insurance.", "Thanks. Have a good day!", "You, too! Thanks!", "Bye for now.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_915_000", "insurance_915_001", "insurance_915_002", "insurance_915_003", "insurance_915_004", "insurance_915_005", "insurance_915_006", "insurance_915_007", "insurance_915_008", "insurance_915_009", "insurance_915_010", "insurance_915_011", "insurance_915_012", "insurance_915_013", "insurance_915_014", "insurance_915_015", "insurance_915_016", "insurance_915_017", "insurance_915_018", "insurance_915_019", "insurance_915_020", "insurance_915_021", "insurance_915_022", "insurance_915_023", "insurance_915_024", "insurance_915_025", "insurance_915_026", "insurance_915_027", "insurance_915_028", "insurance_915_029", "insurance_915_030", "insurance_915_031", "insurance_915_032", "insurance_915_033", "insurance_915_034", "insurance_915_035", "insurance_915_036", "insurance_915_037", "insurance_915_038", "insurance_915_039", "insurance_915_040", "insurance_915_041", "insurance_915_042", "insurance_915_043", "insurance_915_044", "insurance_915_045", "insurance_915_046", "insurance_915_047", "insurance_915_048", "insurance_915_049", "insurance_915_050", "insurance_915_051", "insurance_915_052", "insurance_915_053", "insurance_915_054", "insurance_915_055", "insurance_915_056", "insurance_915_057", "insurance_915_058", "insurance_915_059", "insurance_915_060", "insurance_915_061", "insurance_915_062", "insurance_915_063", "insurance_915_064", "insurance_915_065", "insurance_915_066", "insurance_915_067", "insurance_915_068", "insurance_915_069", "insurance_915_070", "insurance_915_071", "insurance_915_072", "insurance_915_073", "insurance_915_074", "insurance_915_075", "insurance_915_076", "insurance_915_077", "insurance_915_078", "insurance_915_079", "insurance_915_080", "insurance_915_081", "insurance_915_082", "insurance_915_083", "insurance_915_084", "insurance_915_085", "insurance_915_086", "insurance_915_087", "insurance_915_088", "insurance_915_089", "insurance_915_090", "insurance_915_091", "insurance_915_092", "insurance_915_093", "insurance_915_094" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thanks for calling Rivertown Insurance. My name is Evan. How can I help you today?", "I need to work on getting car insurance and I'm calling around to get quotes.", "Ok, well, thanks for considering us for your auto insurance. I can help you.", "Thanks.", "Can I get your full name?", "It's Penny Brown.", "Ok, Penny, can I get your birthdate, please?", "Yeah, it's August twenty first, ninety seven.", "Ok. Thank you. And, a good phone number for you?", "Yeah. It's my cell. Nine one eight, six seven two, four four one three.", "Nine one eight, six seven two, four four one three?", "#Yep.", "Thanks. Now can I get your physical address?", "Yeah, it's two two five seven, East Ranger Road, Billings, Montana, five one six three two.", "Thanks. #Um, five one six three two. Got it. And, your email address?", "It's pretty easy, just, Penny Brown nine seven at gmail dot com.", "Ok. That is easy. Thanks. Now I'm going to ask you a few questions and this will help me give you an accurate quote because once we are finished, our system will run a d.m.v. check using your drivers license number. Ok?", "I figured. No problem.", "Ok, Penny, what is your drivers license number?", "It's three two one four six eight nine zero zero seven.", "Ok, let me repeat that back, it's three two one four six eight nine zero zero seven?", "#Yep.", "Thanks. Ok, in the last two years have you receive any traffic violations?", "No.", "Ok. And, do you have any warrants out for your arrest?", "No.", "Ok. Thanks. How many miles, per year do you travel?", "You mean like total or just to work and back?", "Total.", "Ok, let's see. #Um, probably around fifteen thousand.", "Ok, thank you. How far, one way, do you travel to work?", "#Oh, gosh. #Um, probably about ten miles?", "Ten miles. Ok. Now, I'll need the year, make and model of your car.", "Ok. It's a Nissan Leaf, two thousand fourteen.", "Thank you. Is that an electric car?", "Yeah. They're great!", "I've always wanted an electric car. Do they run out of, does the battery run down quickly?", "It really depends. If I have the a.c. on, it goes quicker, but just commuting every day, one charge goes for about sixty miles.", "#Oh, that's great!", "Yeah. I think the Tesla's go farther.", "Nice. I'll definitely have to look into it.", "I think it's worth it.", "Yeah. For sure. Ok, we're almost done here. #Um, where was I? Here. #Uh, Penny, are you the only one driving the car?", "Yes.", "Ok. And, are there any security devices in the car?", "I'm not really sure. I didn't add anything myself.", "Ok. That should pull up when they run the make and model of the vehicle.", "Ok. Good.", "So, now that I have all your information, there are three plans we can offer you.", "Ok.", "We have Basic, Preferred and Complete Auto. The Basic plan covers one hundred thousand in under insured and uninsured with fifty thousand in liability and medical.", "#Mhm.", "The Preferred plan covers one hundred fifty thousand in under insured and uninsured with seventy thousand for liability and medical.", "#Hm. Ok.", "The Complete plan covers two hundred thousand in under insured and uninsured with one hundred thousand for liability and medical.", "Ok. So, how much are they, each.", "The Basic is a thousand per year, the Preferred is.", "Hang on a second. I'm writing this down.", "#Oh. Ok. I'll take a minute while you catch up.", "Ok. Go ahead.", "Ok, so the Preferred is fifteen hundred a year.", "#Mhm.", "And, the Complete is two thousand a year.", "Ok, what is that all monthly.", "#Um, one minute and I'll get you the numbers.", "Sure.", "Basic is eighty three eighty four, Preferred is one twenty five, and the Complete is one sixty six sixty seven, monthly.", "Got it. Thanks.", "I can send all this to you via email if that would help.", "Yeah, that'd be great.", "Ok, let me get this ready to send to you.", "#Mhm.", "Alright. I've got an email on its way to you. You'll see a link that will take you to the quote.", "Ok.", "Once you have a chance to look it over, you can call us back and enroll in whichever plan is good for you.", "Ok, so will I have to go through all the questions again?", "#Oh, no. I'm going to save all this information in your profile. Once you decide, we'll create an account for you and then you can enroll.", "Ok. I understand. Is it important to have a lot of liability?", "It's really up to you. There is some good information on our website about how to pick the best plan for you.", "Ok. Where on your site.", "#Um, here, just go to Rivertown Insurance dot com, then go to insurance, then go to f.a.q. You'll see a bunch of information about the options.", "Ok. Got it. Thanks.", "Any more questions?", "Yeah. What about the medical? Is that like health insurance?", "No. If you are injured in an accident that amount is alotted for treating those injuries, the ones from the accident.", "Ok, so I wouldn't use my health insurance for an accident?", "Initially, yes, but we would reimburse for any costs you incur for medical, like copays, prescriptions, and that kind of thing.", "#Oh, ok. I got it.", "Great. Anything else?", "#Nope. I'll look it over and call back.", "Great. Well, have a good evening and let us know if there's anything more we can do to help.", "Will do.", "Thanks for calling Rivertown Insurance. Have a good night.", "Thanks. You, too. Bye.", "Thank you. Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_916_000", "insurance_916_001", "insurance_916_002", "insurance_916_003", "insurance_916_004", "insurance_916_005", "insurance_916_006", "insurance_916_007", "insurance_916_008", "insurance_916_009", "insurance_916_010", "insurance_916_011", "insurance_916_012", "insurance_916_013", "insurance_916_014", "insurance_916_015", "insurance_916_016", "insurance_916_017", "insurance_916_018", "insurance_916_019", "insurance_916_020", "insurance_916_021", "insurance_916_022", "insurance_916_023", "insurance_916_024", "insurance_916_025", "insurance_916_026", "insurance_916_027", "insurance_916_028", "insurance_916_029", "insurance_916_030", "insurance_916_031", "insurance_916_032", "insurance_916_033", "insurance_916_034", "insurance_916_035", "insurance_916_036", "insurance_916_037", "insurance_916_038", "insurance_916_039", "insurance_916_040", "insurance_916_041", "insurance_916_042", "insurance_916_043", "insurance_916_044", "insurance_916_045", "insurance_916_046", "insurance_916_047", "insurance_916_048", "insurance_916_049", "insurance_916_050", "insurance_916_051", "insurance_916_052", "insurance_916_053", "insurance_916_054", "insurance_916_055", "insurance_916_056", "insurance_916_057", "insurance_916_058", "insurance_916_059", "insurance_916_060", "insurance_916_061", "insurance_916_062", "insurance_916_063", "insurance_916_064", "insurance_916_065", "insurance_916_066", "insurance_916_067", "insurance_916_068", "insurance_916_069", "insurance_916_070", "insurance_916_071", "insurance_916_072", "insurance_916_073", "insurance_916_074", "insurance_916_075", "insurance_916_076", "insurance_916_077", "insurance_916_078", "insurance_916_079" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning! This is Rivertown Insurance. How can I help you today?", "Hi. #Um, well, I'm calling because I have no fence as of yesterday and I need to get it fixed right away.", "#Uh-oh. That's awful.", "Yeah, it was pretty scary. Wind storm out of nowhere. Probably a microburst or something.", "#Oh #wow. Crazy. Ok. Let's get this started. Do you have your policy number?", "Yes, it's five one one three seven nine six two three five.", "Ok. Five one one three seven nine six two three five?", "Yes. That's right.", "Ok. One second. Ok, Missus Anderson?", "Yes, Becky.", "Ok, Becky. I need to verify your account using one of your security questions.", "Ok. Shoot.", "What was the name of your first pet?", "#Um. Spike.", "Great. Thanks for verifying. Now, I'll need to ask you some questions to open a claim.", "Sure, go ahead.", "On what date did the damage, happen? The storm?", "It was yesterday, so July twenty seventh.", "Ok. July two seven. Got it. And, you said it was a storm?", "Yes, very windy. I checked the weather that morning and it showed rain, but didn't mention how strong the winds were going to be. They literally came out of nowhere!", "#Wow. You're not the first person that's called in about this.", "Yeah, our whole neighborhood was a disaster afterwards.", "#Wow. Ok. We'll get this sorted out. What was damaged?", "Well, the left side, the north side of our property. The brick wall crumbled into our yard. We share it with our neighbor.", "#Oh, it's a shared wall?", "Yes.", "Ok. I'll need to make note of that 'cause your adjuster will need to work with their adjuster to figure it out.", "Sounds good. Do you need their insurance info?", "No, your adjuster will figure it out for you.", "Ok. Good. I'm not super close with my neighbor.", "No problem. Now was there anything else that was damaged from the wall?", "Yes, our a.c. unit was next to the wall. It is dented on one side, but it seems to be running fine.", "#Oh, good. This is not the time of year to have a broken a.c.", "No kidding. I'm glad, too.", "Yes. So anything else, that was damaged by the wall?", "The edge of our pool. There were a couple of the bricks from the wall that crunched the edge of the pool.", "Got it. Ok. And, were there any injuries?", "No, thankfully, but almost! We, my son and I, as soon as the wind started, we ran outside to grab the lawn chairs and umbrella and the umbrella is, you know, metal, so it was like carrying a huge lightning rod around the yard. .", "#Oh, man.", "Yes, not good. Then about five minutes later we heard a loud crack and I think it was lightning, then my son came, I was upstairs getting ready for bed, and he came running upstair and said our neighbors wall had fallen into our yard.", "#Mhm.", "I went down and saw it crumbled all over that side of the yard. It's a miracle we weren't out there when it hit.", "#Wow. No kidding.", "Then, I remembered we had our security camera installed a few months ago, so I looked up the footage and saw the bright light, flash, then the wall crumbling.", "Gosh. So good no one was hurt.", "I know. So glad.", "Ok. So is there any way you would be able to upload that footage to us as soon as we open your claim page?", "Claim page?", "#Oh, sorry. Yeah, as soon as I open a claim, on your, login page, you'll see the claim and you'll be able to securely upload the documentation we'll need to process your benefit.", "#Oh. Ok. Great. Yes, I think it's downloadable. My husband might know more about it.", "Ok. Good. I'll add this to my notes, so the adjuster knows it will be available.", "Ok. Thanks.", "No problem. Now, you have a deductible, so whatever the final estimate, total will be for the damages, we'll reduce that amount by two hundred dollars, which is the amount of your deductible. Ok?", "#Yep. I figure that would happen.", "Ok. Great. #Um. One second. I'm finishing this up. And, I'm assuming your email address is the same?", "Yes.", "Ok. Thanks. I'll be sending you a link to the claim page, so that when the adjuster gets there, well, he'll send you the information you'll need to upload.", "I get it. Yeah. Ok.", "Let's get your appointment made. #Um, let me pull the adjuster schedules up.", "Ok.", "It looks like, #oh, they are busy this week. Probably because of this storm. Gosh, the first opening is Monday.", "Oh. Ok. We have a dog, so I was hoping to start this process as soon as possible.", "Well, you can surely ask a contractor to come by and give an estimate, just don't move anything or at least take photos of the original damage.", "Will do. We can probably put up a temporary fence for the dog.", "Great. That works. So, Monday at eleven thirty. Will that work?", "I'll be at work. Is there anything after five p.m.", "I can, it looks like Tuesday we can schedule you for five fifteen. Would that work?", "Yeah. That's find. Five fifteen. Got it.", "Good. Ok, let me finish making this appointment. One moment.", "Thanks.", "Ok. You're all set. Do you have any questions for me?", "No, I think that's it. The adjuster will come, then they'll let me know my next steps?", "Yes. In the mean time if you can upload that video, it would be super helpful.", "Yes. I'll talk to my husband about it.", "Great. Anything lese I can help you with today?", "#Um, #nope. That'll do it.", "Ok. Thanks so much for trusting Rivertown Insurance. Have a lovely evening.", "Thank you. You do the same.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_917_000", "insurance_917_001", "insurance_917_002", "insurance_917_003", "insurance_917_004", "insurance_917_005", "insurance_917_006", "insurance_917_007", "insurance_917_008", "insurance_917_009", "insurance_917_010", "insurance_917_011", "insurance_917_012", "insurance_917_013", "insurance_917_014", "insurance_917_015", "insurance_917_016", "insurance_917_017", "insurance_917_018", "insurance_917_019", "insurance_917_020", "insurance_917_021", "insurance_917_022", "insurance_917_023", "insurance_917_024", "insurance_917_025", "insurance_917_026", "insurance_917_027", "insurance_917_028", "insurance_917_029", "insurance_917_030", "insurance_917_031", "insurance_917_032", "insurance_917_033", "insurance_917_034", "insurance_917_035", "insurance_917_036", "insurance_917_037", "insurance_917_038", "insurance_917_039", "insurance_917_040", "insurance_917_041", "insurance_917_042", "insurance_917_043", "insurance_917_044", "insurance_917_045", "insurance_917_046", "insurance_917_047", "insurance_917_048", "insurance_917_049", "insurance_917_050", "insurance_917_051", "insurance_917_052", "insurance_917_053", "insurance_917_054", "insurance_917_055", "insurance_917_056", "insurance_917_057", "insurance_917_058", "insurance_917_059", "insurance_917_060", "insurance_917_061", "insurance_917_062", "insurance_917_063", "insurance_917_064", "insurance_917_065", "insurance_917_066", "insurance_917_067", "insurance_917_068", "insurance_917_069", "insurance_917_070", "insurance_917_071", "insurance_917_072", "insurance_917_073", "insurance_917_074", "insurance_917_075", "insurance_917_076", "insurance_917_077", "insurance_917_078", "insurance_917_079", "insurance_917_080", "insurance_917_081", "insurance_917_082", "insurance_917_083", "insurance_917_084", "insurance_917_085", "insurance_917_086", "insurance_917_087", "insurance_917_088", "insurance_917_089", "insurance_917_090", "insurance_917_091", "insurance_917_092", "insurance_917_093", "insurance_917_094", "insurance_917_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi! This is Rachel at Rivertown Insurance. How can I help you today?", "Hi. Well, I signed up for pet insurance last month and I noticed my bill's kinda high. I'm not sure what's going on.", "#Oh. #Hm. Let's look into that.", "Ok.", "Let me start by getting your name.", "Brenda.", "#Uh. Brenda. Last name?", "Petrov.", "P.e.t.r.o.v.?", "Yeah. #Wow! You got it right! .", "Lucky guess.", "Nobody ever gets that right.", "It pretty much sounds like it's spelled, so I'm just lucky.", ".", "Now, let's see. I'll need to verify your account by asking one of your security questions. Ok?", "Sure. Go ahead.", "#Um, what's the name of your favorite teacher?", "#Oh, boy. I, probably would be missus Perkins.", "#Yep! That's it.", "Good.", "Thanks for verifying.", "Yep.", "Now, let's see about this charge on your pet insurance?", "Ok. Yep. Pet.", "Thanks. One moment.", "Sure.", "#Um, well, I see you signed up on May first and the first payment went through. You were set up for automatic payments and electronic billing.", "Yes.", "#Hm. Yeah. I see that they processed a Preferred payment, not the Basic, Petcare Basic.", "Right. That's the problem. It's almost twice as much.", "Yeah, it is. Ok. Let me see.", "#Mhm.", "#Hm, not sure why, but the system converted your plan from the Basic to Preferred. Strange.", "Yeah. Not what I signed up for.", "Right. #Um, I'll just change this back.", "Ok.", "And, I think they'll, yes, they'll just apply a credit to your account next month.", "Ok. I was hoping they could refund me.", "Unfortunately, since it is an automatic payment, they won't be able to do that. We can't process refunds through that system.", "Bummer.", "Yeah. Sorry. But, you'll see the adjustment next month. You probably won't have a bill at all.", "I shouldn't.", "Right. You're right.", "Ok.", "Well, is there anything else I can do for you today?", "What's the Preferred plan, again?", "It's just a higher discount for office visits and prescribed medications.", "#Oh.", "Plus, your annual vet visit is free and your, vaccinations are free, too.", "Ok. How much more of a discount?", "Basic starts at fifty percent and Preferred is eighty.", "Eighty percent of everything?", "Everything.", "Prescriptions, too?", "#Yep. That, too.", "Double the cost, though.", "Yeah. It's something to consider, though. Especially, when they get older.", "#Oh. Hadn't thought of that.", "Yeah. A lot of people don't think about like elder care for their pets. And.", "So true. I didn't think of it.", "Right? And, if they get into any accidents, it can get expensive.", "Right. Like something is broken or they need surgery.", "Exactly.", "#Hm.", "Are you considering goin for the Preferred?", "Well, maybe. Can you hand on a second. I'm going to text my husband to see what he thinks.", "Yes. I'll hang on.", "[sounds of texting].", "Brenda?", "Yes, hang on.", "Take your time I was just going to put you on hold for a moment if that's ok, while you're texting.", "Sure.", "Thanks.", "[sounds of texting].", "Brenda? You there?", "Yes. Here.", "Did you finish up talking to your husband?", "Yeah. He wants to know if those emergency clinics are covered, too.", "#Oh. Right, like emergency vets. #Huh. Let me check.", "Ok.", "Let's see here. Yes, anything is covered as long as it is billed by a licensed veterinarian.", "Got it. One second. [sounds of texting].", "Sure.", "Yes. Yes, he wants to change plans. So.", "Great! #Hm, it's possible I don't need to do anything since you, wait. I think I can no I can back out of what I did before. Hang on a second.", "Ok.", "#Yes. It didn't go through yet. I'll cancel the request. Alright. You are officially on the Preferred Plan.", "Great. So, my monthly payment is what?", "With your five percent discount for automatic payments and electronic billing, it will be seventy nine sixteen.", "Seventy nine sixteen. Got it.", "You are all set!", "I guess I really didn't need to call. .", "No. Glad you did. We still need to figure out, tech wise, what happened with that, the processing of your plan. Is there anything else today, Brenda?", "No, no that'll do it. Thanks. Have a good day.", "Thanks, you, too. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_918_000", "insurance_918_001", "insurance_918_002", "insurance_918_003", "insurance_918_004", "insurance_918_005", "insurance_918_006", "insurance_918_007", "insurance_918_008", "insurance_918_009", "insurance_918_010", "insurance_918_011", "insurance_918_012", "insurance_918_013", "insurance_918_014", "insurance_918_015", "insurance_918_016", "insurance_918_017", "insurance_918_018", "insurance_918_019", "insurance_918_020", "insurance_918_021", "insurance_918_022", "insurance_918_023", "insurance_918_024", "insurance_918_025", "insurance_918_026", "insurance_918_027", "insurance_918_028", "insurance_918_029", "insurance_918_030", "insurance_918_031", "insurance_918_032", "insurance_918_033", "insurance_918_034", "insurance_918_035", "insurance_918_036", "insurance_918_037", "insurance_918_038", "insurance_918_039", "insurance_918_040", "insurance_918_041", "insurance_918_042", "insurance_918_043", "insurance_918_044", "insurance_918_045", "insurance_918_046", "insurance_918_047", "insurance_918_048", "insurance_918_049", "insurance_918_050", "insurance_918_051", "insurance_918_052", "insurance_918_053", "insurance_918_054", "insurance_918_055", "insurance_918_056", "insurance_918_057", "insurance_918_058", "insurance_918_059", "insurance_918_060", "insurance_918_061", "insurance_918_062", "insurance_918_063", "insurance_918_064", "insurance_918_065", "insurance_918_066", "insurance_918_067" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, my name's Antonio. Thanks for calling Rivertown Insurance. How can I help you?", "Hey there. I'm calling about changing my plan.", "Ok. And, which plan do you have, which plan do you want to change?", "I've got life insurance with you.", "Ok. I'll need to pull up your account. Can I get your full name?", "Sure, it's Kiki Winthrup.", "Kiki, is that short for something else?", "#Oh, jeez, I always forget to say my real name. Sorry. It's Kathleen, but my middle name's Nicole, so they started calling me Nicki, which turned into Kiki.", "No problem. Kathleen Winthrup. Kiki, what's your birthdate?", "February sixth, nineteen ninety seven.", "Thank you. Ninety seven. Good. Can I, I need to verify your account by asking you one of your security questions.", "Ok.", "What's the name of your high school?", "Welsh Mountain High.", "Perfect. Thanks.", "#Mhm.", "So, I see you have a Term Life policy with us and you said you wanted to change it, correct?", "Yes, I want the one where you can borrow money against it.", "Sure. Yes, you can borrow money against the total amount you've contributed on the day of the loan request. Make sense?", "Yes. That's what I need.", "Ok, sure. I can do that. Give me one minute.", "Ok.", "Ok, so for the Universal Life, there's a bit more extensive application process, but it shouldn't be a problem.", "Ok. What do you need?", "I'll just need to send you an application, which will have a few health questions and then that application goes to our underwriters.", "Ok. Do you send it to me in the mail?", "No, I can send it to you, in, well, it will be an email with a link to your dashboard where you'll see your documents and it'll be in there.", "Ok, so I can fill it out online?", "Yes. Once the underwriters have the application if there is anything they need to talk with your doctors about, they get authorization from you first to get your medical records.", "Ok. I don't really see doctors all that much. Just like if I need antibiotics or something.", "No problem. Then they, probably won't need to do that, but just in case, I'm letting you know what the process is, ok?", "Yeah. Ok.", "After the underwriters review your application, they may want to do a quick medical questionairre with you over the phone, but we won't know until after you fill out the application.", "Ok, how long does it all take?", "Right now, the process is running about four to six weeks.", "#Oh. #Wow. That seems like a long time.", "I know, but with COVID and all, the underwriters are busy right now.", "#Oh. I get it. No worries. As long as my other policy is good while I'm applying for this other one, I'm good.", "Yes. Your other policy will be in tact throughout the application process.", "Cool. Thanks.", "Sure. Now, I need to verify your email address.", "Sure. It's k.i.k.i. like my name, loves ham at gmail.", "Kiki loves ham?", "#Yep. All true.", "Funny. Thanks. One minute.", "Sure.", "Ok. I've verified your email address and send the link to you to the application. After you submit the application, there's nothing else to do except wait for the underwriter to contact you and that might take a while right now.", "I understand. Ok.", "If you have any questions during the process, you can call me. My extension is listed in the email I just sent.", "Cool. Thanks.", "Sure. Is there anything else I can do for you today?", "Can you tell me how much more it's going to be a month?", "#Oh, no problem. One second.", "#Mhm.", "It will be nine hundred more per year.", "Ok, so it went from three hundred a year to, what? Twelve hundred?", "Correct.", "Ok. That's about what I thought it would be.", "Great. Do you have any more questions?", "I read online that the coverage is three hundred thousand, right?", "#Um, yes. Yeah, that's right.", "Ok. Thanks. I'm all good, now.", "Great and, again, if you have any, questions, just give us a ring.", "Alright. Thanks.", "Thanks again for calling Rivertown Insurance. Have a great day!", "Thanks. You, too.", "Bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Um, I'm calling to get a quote for auto insurance.", "Sure, no problem. Let me open up the right page here.", "Ok.", "Alright. What's your name? First and last?", "Deb Marlin.", "Oh, sorry. Your name as it appears on your drivers license.", "Oh, right. Um, Debra Marlin.", "D.e.b.o.r.a.h?", "Uh, no. D.e.b.r.a.", "Got it. Ok. And, is Marlin m.a.r.l.i.n?", "Yeah. That's right.", "Ok. Your date of birth, please.", "Five ten nineteen ninety nine.", "Ok. May tenth ninety nine. Got it. Your home address?", "Fifty two seventy nine Oakland Avenue Chalton Oklahoma five two seven eight one.", "Five two seven eight one. Got it. Now, a good number for you?", "Six o two eight seven one five eight three three.", "Six zero two eight seven one five eight three three. Got it. And, your email address?", "D.e.b.s.m.a.i.l.b.a.g. at gmail.", "Ok. Deb's mailbag at gmail?", "Yep.", "Ok. Now I have to ask you a few questions to get an accurate quote. Ok?", "Um, sure. Go ahead.", "In the last two years, have you had any vehicle violations?", "No. I got a warning for speeding, but it shouldn't show up on my record.", "Ok. No problem. And do you have a valid drivers license?", "I hope so. I'm driving around.", "Sorry. We have to ask.", "No worries.", "Now I need the year, make and model of your vehicle.", "Uh, two thousand seven Honda Accord.", "Ok. And, what's the primary use of your vehicle? Personal or business?", "Personal.", "Ok. Thanks. How many miles do you drive each year?", "Um, let's see, probably about seven thousand? Um, yeah. That seems right.", "Ok. Seven thousand. Now, do you own the car?", "Yeah, it's mine.", "So, there is no lean holder?", "Oh, you mean if I have a loan. Um, no. It's paid for.", "Is your name the only name on the title?", "Yeah, just me.", "Ok. Thanks. Does your car have an anti-theft device?", "Hm. I'm not sure. Probably.", "Ok. For that year, it probably does. I'll say it does and if you find out different, just let us know.", "Ok. Thanks.", "Yep. Now, what is your occupation?", "Um, I'm a dental tech.", "Ok. And, your highest level of education?", "Um, tech school, it's an associate's degree.", "Ok. Thanks. And, what's your marital status?", "Divorced.", "Thanks. Are you currently insured?", "Yes, but the company changed hands and my policy went up.", "Oh bummer. Ok. Um, let's see what we can do. Do you own a home or rent?", "I rent.", "Ok. Great. Now we'll get into what kind of coverage you need. Since you own your car, you won't have to have full coverage unless you want it.", "What do you mean?", "Like, you could just have liability instead.", "Oh, no. I want full coverage.", "Great. There are a few options for you. The basic is one hundred fifty thousand in uninsured coverage, one hundred fifty thousand in under-insured coverage, and one hundred thousand in medical coverage.", "Hm. Ok. I'm not sure. Is there one with a higher medical?", "Yes. We have, two more tiers of coverage. Each one increases the coverage by fifty thousand dollars, so the Preferred Auto is two hundred thousand for uninsured, two hundred thousand for under-insured, and one hundred fifty for medical.", "Ok. And the next one up is fifty thousand on top of those?", "Yeah. It's called Complete Auto and it would be two hundred fifty thousand for uninsured and under-insured, then two hundred thousand for medical.", "Got it. Ok. Let's go with the Preferred.", "Perfect. Ok.", "How much is that?", "Uh, for you it's fifteen hundred a year.", "Would I pay monthly?", "Well, we can set it up monthly or bi-annually.", "Like every six months?", "Yeah. So it would be seven fifty every six months.", "Ok and what would it be monthly?", "Well, we add a processing fee if we set it up monthly, but it's only a few dollars more a month.", "So, it would be, what?", "Um, one second, let me calculate that. Uh, it would be one twenty eight a month.", "Ok. When do you take it out of my account?", "The monthly payments come out the first of each month.", "Right. Ok. So, what if I went with every six months? When would it come out?", "We would process a six-month payment now, then six months from today's date, we would process another.", "Ok. Would it be automatic payments?", "We can set it up that way if you'd like. Actually, we give a five percent discount if it's all done electronically, so we would set you up with electronic billing, also.", "Oh, great. Thanks.", "Yeah. No problem. So your total for monthly would be one twenty one sixty or bi-annually it would be seven twelve fifty.", "Ok. Let's go with monthly.", "Great. So, would you like to enroll today?", "Yeah. Um, let's do it. My other insurance is like twenty dollars more a month.", "Wow. Glad we could save you money.", "Me, too.", "Ok, so I'll be sending you an email confirmation with the policy attached. If you have any questions, please call us.", "Great. Thanks. Will do.", "Alright, well, have a great day and thanks for choosing Rivertown Insurance!", "Thanks. You, too.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [] ] }

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This is Tom. What can I do for you?", "Hi. I need to start a claim for my car.", "Ok. I can help with that. What's your full name?", "Hayley Bingham.", "How do you spell your first name?", "#Um, h.a.l.e.y.", "Thanks. And your last is b.i.n.g.a.m.?", "With an h. after the g.", "Got it. Thanks. B.i.n.g.h.a.m.", "#Yep.", "Ok. Thanks. Can I get your birthday, please?", "Yeah. One, eighteen, o. one.", "January eighteen, two thousand one?", "Yes.", "Thanks. Ok. #Um, I see your account, but before we move on, I need to verify it using asking one of your security questions. Ok?", "Sure.", "What is the name of your childhood best friend?", "I honestly don't remember what I would've put for that.", "No problem. I can ask another. What is your, the name of your first pet.", "That would be Freckles.", "#Yep. Good. Ok, thanks. Now, I see you have Basic Auto. Were you involved in an accident?", "Well, my car was damaged when I was in the store. I came out and the entire left side was dented in.", "#Uh-oh. A hit and run?", "Yes. I was so mad.", "Ok, so you were in a parking lot?", "No, I was parallel parked on the road.", "Ok, so there was a police report?", "Yeah. I called them because the person who hit me left.", "Good. They need to know, in case there are others in the area with damage.", "So, what happens now? Is my car covered?", "Well, there's a process we'll go through to get your car repaired.", "Ok. What do you need from me?", "#Um, I'll be asking you a few questions, I'll submit a claim, then we'll make an appointment for an adjuster to come out to look over your car, then he'll, they'll prepare an estimate, then you can take it in to a repair facility of your choice, or we can find one for you.", "#Oh. Ok.", "The first questions I have for you is when did the damage occur?", "Yesterday.", "Ok, and the location?", "In front of the guitar store on third.", "Do you have the address of the store?", "#Um, let me think, hang on let me look in my phone.", "No, that's ok, just give me the name of the store and I'll look it up for you.", "Ok. Thanks. It's the Guitar Center.", "Got it. Looks like it's nine o. one Third Street. Correct.", "Yeah. Yes. That's the it.", "Ok. Thanks. Now, can you describe the damage of on the vehicle.", "Yeah, on my driver's side it's dented in.", "The whole length of the car?", "#Nah, mostly the front half, like, from the headlight to the backseat.", "Ok, and is the car drivable.", "Yeah, but I can't get in the driver's door. I have to get in on the passenger's side.", "Right. Ok.", "#Oh, the front tire was flat, too. I had to take it in yesterday to get it looked at.", "Was it permanently damaged?", "No, just that little, the thing you air it up with? The.", "The valve stem?", "Yes, that's it.", "Ok. Did they replace it for you?", "Yes.", "Ok. Was there a charge for it?", "#Uh, no. I bought my tires there, so it's part of their deal, for their customers. You know.", "Got it. Thanks. Ok, and where is your vehicle now? At home?", "Yes. I can drive it.", "Good. Ok. Let me finish up some things here and we'll set you up with an appointment.", "#Uh-huh.", "Ok. That's submitted. Now, I'll go pull up the, here, the adjuster's schedule. #Um, it looks like the first opening is Wednesday, this Wednesday.", "What time?", "Looks like the soonest is three p.m.", "That should work. I work an alternate schedule that week. I'm on nights.", "#Oh, that must be tough.", "#Nah, I like it. It's quiet.", "Where do you work?", "At a wherehouse. Loading trucks.", "#Oh, gotcha. What kind of wherehouse?", "For Amazon. The distribution center.", "#Oh got it. I would think it would be busy.", "Not too bad on nights. Mostly, prepping orders to go out.", "Right. That makes sense.", "Morning shift is the worst. They take all the prepped boxes from night shift and try to get them all out in the first run, so everyone's in a hurry.", "But, you're done by then.", "On my alternate schedules, yeah.", "Nice. Ok, so I've got this appointment made. Now, you'll be receiving an email with the confirmation of the appointment as well as the link to the claim page where you can upload photos of the damage and the police report once you get it. #Er, unless you have it already.", "No, not yet.", "Ok. So, you can upload it whenever you get it. After the adjuster createds the estimate, you can take it to a repair facility of your choice or.", "Or, you can pick one for me?", "Right. You got it.", "Great. Thanks.", "Ok, any more questions for me?", "#Nope.", "Ok, well, thanks for calling Rivertown Insurance. Hope you have a great day.", "You, too. Thanks.", "Thank you, bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Brandon. How can I help you?", "I'm, calling to find out about your pet insurance.", "Not a problem. I can help you with that.", "Thanks.", "Do you already have an account with us?", "No. This is the first time I've called.", "Ok. No problem. We'll get you set up.", "Thanks.", "Can I get your name?", "Diego.", "Thanks, Diego. So, did you get a chance to look at the different plans online?", "I skimmed over it, but not in detail.", "Ok. No problem. I can walk you through it.", "Thanks.", "#Mhm. First, we have our Petcare Basic, which is a plan that provides for a fifty percent discount on vets visits, prescription medications, and a seventy percent discount on vaccinations.", "Ok. Hang on. I'm writing this down.", "No problem. Let me know when you're ready.", "Ok. Ready.", "Ok. The second plan we have is called Petcare Preferred that provides for an eighty percent discount on vets visits, and prescription medications. Also, vaccinations and one annual well-visit is included, free.", "Nice. Ok. How much for each?", "The Basic is five hundred a year and the Preferred is, a thousand a year.", "Ok. Well, I think I could afford the Basic plan.", "Great. It's a good plan. Gives you some help with the visits.", "Right. Ok, I'll sign up for that one.", "Alright. Let me pull up the enrollment page. One moment.", "#Mhm.", "Diego, what's your last name?", "Fernandez. Do you want me to spell it?", "That's ok. I think I got it.", "Ok.", "And, your birthdate?", "March twenty two, ninety seven.", "Ninety seven. Thanks. What's your mailing address?", "#Um, it's five two seven seven Oak Street, Canner, Texas, seven three one one eight.", "Ok. Five two seven seven Oak Street, Canner, Texas, seven three one one eight?", "#Yep.", "Thanks. And, a good number for you?", "Three two zero, four seven three, nine nine eight seven.", "Three two zero, four seven three, nine nine eight seven?", "Yes.", "And, your email address?", "Diego r. nine nine at gmail dot com.", "Thanks. D.i.e.g.o.r. nine nine at gmail dot com. What's your pet's name?", "Pirata.", "What does that mean?", "It means pirate or sea dog.", "How did she get that name?", "Well, we adopted her from the shelter and she had lost an eye, her left eye, so, and she was wearing a patch, you know, like a pirate. I kept saying Pirata and it just stuck.", "It's so cute!", "Yeah. She's a character!", "What is her breed?", "Well, they weren't totally sure, but what's on her adoption certificate is pug and chiuaua.", "#Huh. Is her nose smushed?", "Yeah, a little, but what's wild is her ears! She's got a pudgy little body with radars for ears.", "That's gotta be a site.", "#Oh, it is. Plus, with her one missing eye. Let's just say, she's not very pretty.", "#Ah. I bet she loves you, though, for rescuing her.", "Kind of. She thinks she's queen of the castle.", "Spunky!", "For sure, spunky.", "Ok, so I'm at the point where I can take a card from you to take a payment today.", "Sure. One second. I'll get it.", "Ok. And, I can sign you up for automatic payments or electronic billing if you'd like.", "Sure. Here it is. Ready?", "#Yep. Go ahead.", "It's a Visa.", "#Mhm.", "Four two seven zero, nine nine one eight, five two four six, eight seven two five.", "Ok, I'll repeat, four two seven zero, nine nine one eight, five two four six, eight seven two five?", "That's right.", "The expiration, please?", "#Um, it's twelve of twenty five.", "Ok. Thanks. I'll go ahead and put this payment through. Did you want monthly payments or every six months?", "Once a month is fine.", "Great. Let me set that up.", "#Mhm.", "Ok. You are enrolled for the Petcare Basic plan and the first payment will come out now and future payments will process at the first of each month.", "Ok. Thanks.", "Also, you'll get an email confirmation of your new plan and a different email for the receipt of your payment.", "Thanks.", "Is there anything more I can do today?", "So, what is the monthly payment. I didn't write it down.", "Sure. It's fourty one sixty six.", "Perfect. Thanks so much.", "My please. Anything else, Diego?", "No. Thanks. That's it.", "Ok, well, thanks for calling Rivertown Insurance. Enjoy your new friend and have a good day.", "Thanks. You, too, I mean have a good day.", "Right. Thanks. Bye.", "Bye Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_922_000", "insurance_922_001", "insurance_922_002", "insurance_922_003", "insurance_922_004", "insurance_922_005", "insurance_922_006", "insurance_922_007", "insurance_922_008", "insurance_922_009", "insurance_922_010", "insurance_922_011", "insurance_922_012", "insurance_922_013", "insurance_922_014", "insurance_922_015", "insurance_922_016", "insurance_922_017", "insurance_922_018", "insurance_922_019", "insurance_922_020", "insurance_922_021", "insurance_922_022", "insurance_922_023", "insurance_922_024", "insurance_922_025", "insurance_922_026", "insurance_922_027", "insurance_922_028", "insurance_922_029", "insurance_922_030", "insurance_922_031", "insurance_922_032", "insurance_922_033", "insurance_922_034", "insurance_922_035", "insurance_922_036", "insurance_922_037", "insurance_922_038", "insurance_922_039", "insurance_922_040", "insurance_922_041", "insurance_922_042", "insurance_922_043", "insurance_922_044", "insurance_922_045", "insurance_922_046", "insurance_922_047", "insurance_922_048", "insurance_922_049", "insurance_922_050", "insurance_922_051", "insurance_922_052", "insurance_922_053", "insurance_922_054", "insurance_922_055", "insurance_922_056", "insurance_922_057", "insurance_922_058", "insurance_922_059", "insurance_922_060", "insurance_922_061", "insurance_922_062", "insurance_922_063", "insurance_922_064", "insurance_922_065", "insurance_922_066", "insurance_922_067", "insurance_922_068", "insurance_922_069", "insurance_922_070", "insurance_922_071", "insurance_922_072", "insurance_922_073", "insurance_922_074", "insurance_922_075" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. My name is Ken. How are you today?", "Hi. I'm good. #Um, how are you?", "I'm great. Thanks for asking. What can I do for you?", "I need to change my card on file. I just got a new one.", "#Oh. Sure. Not a problem at all.", "Thanks.", "Can I get your name and birthdate, please?", "Yeah. Brad Colter.", "#Mhm.", "Birthdate is August twenty second, nineteen ninety.", "August two two, one nine nine zero. Thanks.", "#Mhm.", "Brad, I'll need to verify your account with one of your security questions, ok?", "Shoot.", "What was the name of your first pet?", "Chewy.", "Great. Thanks. Now, which account are you calling about?", "Account?", "Sorry. #Um, I meant plan. I show that you have condo insurance, auto insurance, and pet insurance with us.", "Well, I guess I would need to change all of them since my card is a completely different number.", "Yes. Of course, I'm sorry, I wasn't thinking.", "No worries. Long day?", "Well, my shift is over in about thirty minutes, so I'm at the tail end of it. I am pretty tired. Sorry.", "No problem, really.", "Thanks for understanding.", "Of course. I work strange hours, so I totally get it.", "#Oh. What do you do?", "I'm a nurse, so, you know, my hours change constantly.", "I bet. What kind of nurse are you? I know some are specialized.", "Right. I work in surgery nurse, neuro surgery.", "#Wow. That must be fascinating.", "Exactly why I do it. Definitely not for the great hours. .", "Right. It sounds like exciting work. One of my sisters is a nurse.", "#Oh, so that's why you knew about the specializing and all.", "Yeah. She works in o.b.g.y.n.", "Got it. There are a lot of us out there. .", "The world needs you for sure.", "Sure does.", "Now, Brad, let's get this payment updated.", "Ok.", "What is the number on your new card?", "#Um, it's a Visa.", "Ok. Thanks.", "And, the number is four one six eight, seven nine three two, five five two seven, zero one two eight.", "Great. Let me repeat, four one six eight, seven nine three two, five five two seven, zero one two eight?", "#Yep.", "And, the expiration?", "Eleven twenty three.", "Got it. Thanks.", "#Mhm.", "What's the number on the back?", "Three four seven.", "Three four seven. Thanks.", "#Mhm.", "Ok. Give me one second to update this. I need to make sure I get all the accounts update.", "Thanks.", "Can I put you on a quick hold while I do this?", "Sure. Go ahead.", "Thanks. One moment. Ok, Brad?", "#Yep, I'm here.", "Alright. You're all set. The card number has been updated on all three of your accounts.", "Ok.", "You'll receive an email confirmation and your next payment will go through this card.", "Great. Thanks for your help.", "My pleasure. And, next time, did you know that you can update your payment method online, on your account online?", "#Oh. Nice. That would probably be quicker if I need to.", "Yes. I'm happy to help any time, but for you, it might be quicker and more convenient since you can do it any time.", "Right.", "You wouldn't have to wait for business hours to take care of it.", "I get it and it makes way more sense. Thanks.", "My pleasure. Is there anything else I can do for you today?", "No, that'll do it.", "Fantastic. Thanks for calling Rivertown Insurance and I wish you a good week.", "Thanks, you, too.", "Thanks. Good bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_923_000", "insurance_923_001", "insurance_923_002", "insurance_923_003", "insurance_923_004", "insurance_923_005", "insurance_923_006", "insurance_923_007", "insurance_923_008", "insurance_923_009", "insurance_923_010", "insurance_923_011", "insurance_923_012", "insurance_923_013", "insurance_923_014", "insurance_923_015", "insurance_923_016", "insurance_923_017", "insurance_923_018", "insurance_923_019", "insurance_923_020", "insurance_923_021", "insurance_923_022", "insurance_923_023", "insurance_923_024", "insurance_923_025", "insurance_923_026", "insurance_923_027", "insurance_923_028", "insurance_923_029", "insurance_923_030", "insurance_923_031", "insurance_923_032", "insurance_923_033", "insurance_923_034", "insurance_923_035", "insurance_923_036", "insurance_923_037", "insurance_923_038", "insurance_923_039", "insurance_923_040", "insurance_923_041", "insurance_923_042", "insurance_923_043", "insurance_923_044", "insurance_923_045", "insurance_923_046", "insurance_923_047", "insurance_923_048", "insurance_923_049", "insurance_923_050", "insurance_923_051", "insurance_923_052", "insurance_923_053", "insurance_923_054", "insurance_923_055", "insurance_923_056", "insurance_923_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello thanks for holding. This is Frank with Rivertown Insurance. How can I help you today?", "Hi yes I need to purchase some pet insurance.", "Ok great! I would be more than happy to help you with that. Can I get your name?", "Sure. my name is Penny.", "Thanks Penny. What is your last name?", "Oh ya last name is Brown.", "Great. So are you familiar with our pet plans? Or would you like me to go over them with you?", "So ya I did look at your website and tried to buy a plan through there but ya it wasn't really working for me. That's why I called so.", "OK well I am happy to help you over th phone. There are two plans available for your pet. We have petcare basic and petcare preferred.", "Oh ya I want the basic one. The cheapest one right? .", "Yes the petcare basic plan is five hundred dollars a year. We of course can split that up into monthly payments for you if you'd like?", "Ok. Ya actually I want to like just pay the whole thing up front. Just get it out of the way.", "Ok sounds good. Well let's get started with getting some information from you. Let's see first can I can your date of birth Penny?", "Oh yep ok it is five four nineteen ninety eight.", "OK so I have May fourth nineteen ninety eight. Next I will need your social security number please.", "uh ya it's five four six two two one zero nine eight.", "Ok so that's five four six two two one zero nine eight?", "yep!", "OK now lets set up a security question for you. I can give you a few options. First option is what high school did you attend..", "ya let's just do that one.", "Ok. What high school should I put down for you.", "Hillside High.", "Ok got it. Next I will need your email address so I can send you your account info and you can access all your information.", "sure it's penpen at xyz dot com.", "ok so I have P E N P E N at xyz dot com?", "yep thats right.", "Ok great. Now I would love to get some information about your pet. Can you please tell me about your pet?", "uh sure! He is a golden retreiver and the sweetest guy you'll ever meet .", "Aw I love goldies. How old is he?", "He just turned three!", "Can I have his date of birth?", "Sure I mean I am not really sure since we rescued him but we always put it doen as one one twenty nineteen.", "Ok that works! So I will be emailing you some further information for you to sign and fill out. This will include information from his vet and vaccine resords.", "ok sure. How soon do you need that back?", "Really as soon as possible. I can get things started today and take payment but if w don't get the information back and signed in three zero days your account is at risk of cancelation.", "Ok I can probably take him to the vet next week and get everything back to you pretty quick.", "Wonderful. One more thing I almost forgot! Can you tell me your pet's name?", "His name is Hank.", "Great name! Hank will be in good hands with Rivertown insurance. Last but not least we an get that payment taken care of if you are ready?", "ok. Ya do you mind holding on for a second? I have to find my wallet it was it ya it was just here. Can you hold for a sec?", "Sure I can hold.", "Thanks I will be right back.", "No problem.", "Hello? I am back.", "Hi Penny. I am here.", "Ok have my card ready.", "Great go ahead and read me the card number on the front.", "It's four six three two seven six five one nine eight eight seven two one four four three.", "Okay and expiration date?", "uh four twenty seven.", "and now the cvv code for the card?", "um it's seven four three.", "OK I will be charging five hundred dollars for Hank's basic pet care plan. His coverage will begin tomorrow and you will be receiving additional information in few minutes about your account.", "ok cool. Thanks.", "Is there anything else I can help you with today?", "Nope. Thats all. Thanks.", "Okay well then you have a great rest of your day!", "Ya you too. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_924_000", "insurance_924_001", "insurance_924_002", "insurance_924_003", "insurance_924_004", "insurance_924_005", "insurance_924_006", "insurance_924_007", "insurance_924_008", "insurance_924_009", "insurance_924_010", "insurance_924_011", "insurance_924_012", "insurance_924_013", "insurance_924_014", "insurance_924_015", "insurance_924_016", "insurance_924_017", "insurance_924_018", "insurance_924_019", "insurance_924_020", "insurance_924_021", "insurance_924_022", "insurance_924_023", "insurance_924_024", "insurance_924_025", "insurance_924_026", "insurance_924_027", "insurance_924_028", "insurance_924_029", "insurance_924_030", "insurance_924_031", "insurance_924_032", "insurance_924_033", "insurance_924_034", "insurance_924_035", "insurance_924_036", "insurance_924_037", "insurance_924_038", "insurance_924_039", "insurance_924_040", "insurance_924_041", "insurance_924_042", "insurance_924_043", "insurance_924_044", "insurance_924_045", "insurance_924_046", "insurance_924_047", "insurance_924_048", "insurance_924_049", "insurance_924_050", "insurance_924_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown! This is Charity. What's your name?", "Hi. #Um, it's Sam, Samantha.", "Samantha, what's your last name?", "Miller.", "Ok. Easy enough. Thanks. Your birthdate?", "July thirty first, two thousand.", "Thanks. Two thousand.", "#Mhm.", "And, to verify your account, what's the name of your childhood best friend?", "Giles.", "Thanks for verifying. Now, I've got your account pulled up. How can I help?", "Well, I got this email that says, well I get my payments, are made, they're automatic and I noticed the payment was higher than usualy, so I went online, and saw a weird charge.", "Ok. How much was the charge?", "Sixteen something.", "Ok. I see that and it looks like that is for your renters policy.", "I don't have renters insurance!", "#Uh-oh. That's not good. I show that you do, and you have auto.", "Yes. Yes, that one's right, but I don't have renters.", "Let me look into this. One moment.", "#Mhm.", "Are you still there, Sam?", "Yeah. I'm here.", "Ok, it looks like you called in last week and enrolled in renters insurance. Actually, it looks like you did it online. Does that sound familiar?", "No, no, I only got a quote.", "#Hm. It looks like you actually signed up. Is it possible that you accidentally signed up?", "#Oh, who knows. Your site isn't that easy to figure out, even for me.", "I'm so sorry for the inconvenience. I can stop the policy now, if you'd like.", "Well, yes! I didn't sign up for it.", "Ok. Well, give me, just a moment and I will get this canceled.", "I better not, will you refund the payment for that?", "#Oh, I'm not sure I can do that. I'll need to put you on hold for a couple of minutes while I consult with my colleague.", "Ok.", "One moment, please.", "#Mhm.", "Ok, Sam?", "I'm here.", "Sorry for the wait. My supervisor says that we credit that to you on next month's bill.", "You can't refund me?", "Unfortunately, because it was an automatic payment, we can't. I'm sorry.", "I'm on a budget, you know.", "I understand, but I'm sorry, there's nothing I can do to process refunds. #Uh, we just can't process refunds for automatic payments.", "Whatever. Fine. So, a credit next month?", "Yes. I'm working on that right now.", "Fine.", "Ok. You're all set and I'm so sorry for the inconvenience, Sam.", "Ok. Thanks.", "Is there anything else I can do for you?", "No. That's it.", "Have a good day and thanks for calling Rivertown Insurance.", "#Yep. Thanks. You, too.", "Thanks. Bye bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_925_000", "insurance_925_001", "insurance_925_002", "insurance_925_003", "insurance_925_004", "insurance_925_005", "insurance_925_006", "insurance_925_007", "insurance_925_008", "insurance_925_009", "insurance_925_010", "insurance_925_011", "insurance_925_012", "insurance_925_013", "insurance_925_014", "insurance_925_015", "insurance_925_016", "insurance_925_017", "insurance_925_018", "insurance_925_019", "insurance_925_020", "insurance_925_021", "insurance_925_022", "insurance_925_023", "insurance_925_024", "insurance_925_025", "insurance_925_026", "insurance_925_027", "insurance_925_028", "insurance_925_029", "insurance_925_030", "insurance_925_031", "insurance_925_032", "insurance_925_033", "insurance_925_034", "insurance_925_035", "insurance_925_036", "insurance_925_037", "insurance_925_038", "insurance_925_039", "insurance_925_040", "insurance_925_041", "insurance_925_042", "insurance_925_043", "insurance_925_044", "insurance_925_045", "insurance_925_046", "insurance_925_047", "insurance_925_048", "insurance_925_049", "insurance_925_050", "insurance_925_051", "insurance_925_052", "insurance_925_053", "insurance_925_054", "insurance_925_055", "insurance_925_056", "insurance_925_057", "insurance_925_058", "insurance_925_059", "insurance_925_060", "insurance_925_061", "insurance_925_062", "insurance_925_063", "insurance_925_064", "insurance_925_065", "insurance_925_066", "insurance_925_067", "insurance_925_068", "insurance_925_069", "insurance_925_070", "insurance_925_071", "insurance_925_072", "insurance_925_073", "insurance_925_074", "insurance_925_075", "insurance_925_076", "insurance_925_077", "insurance_925_078", "insurance_925_079", "insurance_925_080", "insurance_925_081", "insurance_925_082", "insurance_925_083", "insurance_925_084", "insurance_925_085", "insurance_925_086", "insurance_925_087", "insurance_925_088", "insurance_925_089", "insurance_925_090", "insurance_925_091", "insurance_925_092", "insurance_925_093", "insurance_925_094", "insurance_925_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance.", "Hi.", "I'm Tyler. How can I help you today?", "#Um. I'm calling to see if my payment went through.", "Ok. I can help with that.", "Thanks.", "#Uh, I'll need to pull up your account. What's your name?", "Henry Boggs.", "Two g.'s?", "Yes.", "Ok, Henry. What's your address?", "It's seven two three North Woodland Road.", "Ok. Here you are. I need to verify your account.", "Ok.", "What's your zip code?", "#Um, five two six six three.", "Five two six six three. Got it. And, a security question. What's your mother's maiden name?", "Mercer.", "Great. Thanks for verifying.", "Sure.", "Now, let's see about your payment. Do you have automatic payments set up?", "No. I just pay it online every month.", "Ok. #Um, well, I see that there was a partial payment of eight dollars and thirty three cents.", "What? That's not right! It's supposed to be eighty three thirty three.", "Yes. I see that. Let's see, is it, possible that you accidentally left out the nine when you typed in the payment?", "#Oh. I see what you mean. I suppose so.", "Well, it's not a problem. We can process the remaining payment now if you'd like.", "Sure. Yeah. #Wow. How could that have happened. #Oh well.", "No worries. You're still in the grace period to make an on time payment. Really, no worries.", "Ok. Good. Thanks.", "Sure. Give me a second to pull up the payment page.", "Ok.", "Ok, so I see you have a card on file.", "Yes.", "Do you want to use that card?", "#Uh, yeah, it's the only one I have. .", "Ok. No problem.", ".", "The card I see is four seven two zero, zero zero eight nine, six seven one zero, three three four nine?", "#Uh, three three four nine. #Yep. That's it.", "Ok. And, expiration of eleven twenty three?", "#Yep. That's right.", "Thanks. And, the number on the back I have is six o. four.", "Six o. four. Yep. Right.", "Thanks. So, give me a minute to calculate the total.", "#Mhm.", "It will be a remainder of seventy five dollars. Ok?", "Good. Ok.", "Now, it looks like you're not on automatic payments and you're still getting a paper bill. Is that correct?", "Yeah. That's right.", "Did you know that we give a five percent discount if you sign up for both automatic payments and electronic billing?", "#Oh. Nice. I didn't know.", "Did you want to do that today?", "#Um, will it save me five percent today?", "#Yep. I can take it off today.", "Let's do it.", "Great!", "So, what will my total be from now on, and, total today?", "Your payment will be seventy nine sixteen and, today's total will be. Hang on. Let me calculate.", "Sure.", "Seventy eighty three. A total of seventy dollars and eighty three cents.", "Great. Thanks.", "Ok. I'll process this. Seventy eighty three. Done.", "Thanks.", "No problem.", "So, does my payment come out the same time I used to pay online?", "Well, I'm not sure when you were used to paying your bill, but we process automatic payments on the first of every month.", "Ok. Got it.", "You'll receive an email confirmation when the payment is processed. #Oh, and, you'll see a notification in your email when they are getting ready to process your payment.", "#Oh. Ok. Like a reminder?", "Yes, a reminder.", "Good. Ok. So, this month, even though the payment didn't go through, I won't get a late fee?", "No, you're still within the grace period, so no. No late fee.", "Great. I was worried about that.", "I understand. Late fees are no fun.", "For sure.", "So, is there anything else I can do for you today?", "#Uh, you guys do life insurance, right?", "Yes, we do.", "#Uh, because my friend told me I should look into it since I'm getting older. .", "Aren't we all?", "Yeah. Really. #Uh, do you think I should get some?", "#Oh, well, that's a really personal decision, but I can help by pointing you in the right direction.", "Ok. Thanks.", "Since you already have an account, just go onto our site, log in, then on the menu to the left, find Life Insurance, click on that, then it will pull up the life page. There you'll be able to, look over what we have to offer. Like the different plans and coverage for each one.", "Got it. #Uh, thanks, yeah, I'll look it over. Do I need to call back if I want some?", "You certainly could, but you can enroll online if you'd prefer.", "Do they have a form?", "#Yep. Just click on the words more info on any of the plans and it will guide you through the steps.", "#Oh perfect. Life insurance one o. one. .", "Yes, it's really user friendly. You shouldn't have a problem. Is there anything more, Henry?", "#Nope. That'll do it.", "Great! Take care and thanks for trusting Rivertown Insurance. Have a good rest of your day.", "Thanks. You, too.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Rivertown Insurance. I'm Daniel. How can I help today?", "Hi. My name is Mason. I'm calling to find out how much your condo insurance is.", "Ok. I can help with this. Do you have an account with us already?", "No, but my friend does and she said you guys are pretty good.", "Good to hear. I think we have some pretty great things to offer.", "Good. She has your condo insurance, too. The one for about six hundred a year. That's the one I want more info about.", "Alright. Can I get your last name Mason?", "It's Hamilton.", "Thank you. And, Mason, in case we get disconnected, can a get a good phone number for you.", "Yes, it's four nine zero, six four one, one two six four.", "Four nine zero, six four one, one two six four.", "Yes.", "Thank you. #Um, we have two different condo plans. One is our Condo Basic and one is our Condo Preferred and, the one your friend mentioned to you.", "Ok. She said the one she has covers up to seventy five thousand dollars.", "That is our Condo Basic plan. Our Condo Preferred covers up to one hundred twenty five thousand.", "#Oh. Well, how much is the Basic?", "It is five hundred a year.", "So, it sounds like the Preferred is a better, deal. More coverage.", "It is more coverage, but it does cost a bit more than the Basic. I'm not sure I'd say on I'd say one is better than the other. It just really depends on how much coverage you need.", "Well, maybe she doesn't know, forgot what her plan was. I'm not sure what I'm gonna need anyway.", "Have you moved already?", "Will be. Next week.", "Ok. How large is your condo? Square footage.", "#Um, it's about nine hundred square feet.", "Ok. And, how many beds and baths?", "Two bedroomiss One bath.", "Ok. And, do you have a living room.", "Yes.", "Dining room?", "No, just a little breakfast area, but it's like part of the living room. The kitchen and living room are like one big room.", "Ok. And it's a full kitchen?", "Yeah. Full kitchen.", "Ok. And, do you have any expensive equipment or furniture that you will need extra coverage for?", "I have an expensive theater system, like, like for entertainment. TV, DVD, gaming stuff, huge speaker system, you know for watching movies and stuff. I spent a lot of money on it.", "Ok, what would you say the cost of all the equipment would be?", "Probably around, six or seven thousand dollars. I've still got all the receipts.", "#Oh, good. Keep those. They'll come in handy if we ever need to replace any of your items.", "Ok. I can do that.", "So, anything else that is out of the ordinary, more expensive than usual?", "No, that's really it. I have a guitar, but it's just, probably less than five hundred dollars.", "Ok. So, I think the Basic plan will still cover everything for you.", "Ok, and you said that's around five hundred?", "Yes. Per year.", "Ok. That will probably work.", "Alright. Would you like to enroll today or I can send the quote to an email address for you.", "I think I'll go with that. I can always change it, right?", "Yes. We can always bump you up to the Preferred plan if you think that would be better for you down the road.", "Ok. Good. Let's do it, then.", "Ok. One second while I pull up the enrollment page.", "#Mhm.", "So, Mason Hamilton. What's your address, mailing, the condo address?", "One eight one Steller River Road, unit eighteen, Northland, Michigan, five six two four nine.", "One eight one Steller River Road, unit eighteen, Northland, Michigan, five six two four five?", "Nine. Five six two four nine.", "Got it. Thanks.", "#Mhm.", "Now, I'll need a good phone number for you.", "It's the one I called you on.", "#Oh, sorry. We don't have a way to track caller i.d. here.", "#Oh. Ok. It's five nine one, four two zero, fourteen fourty two.", "Five nine one, four two zero, one four four two?", "Right.", "Ok, and an email address?", "Mason Hams at gmail.", "Ok, m.a.s.o.n.h.a.m.s. at gmail dot com?", "Yeah. That's it.", "Ok. Your birthdate?", "Six eighteen ninety three.", "June eighteenth, nineteen ninety three. Great. Thanks. Now, your social security number.", "Yeah. #Um, it's five zero zero, four eight, two one two eight.", "Five zero zero, four eight, two one two eight. Ok. #Um, and, now I'll need your card number.", "#Oh. For payment. Right. Is it monthly?", "Yes. We can add automatic payments to your account.", "Great. That'll help. I have enough to remember these days.", "I understand. We can also sign you up for electronic billing if that would, be helpful.", "Yes. The less paper, the better.", "Right. Agreed.", "My card number is, it's a Visa, and it's three one six one, three seven three eight, two two two eight, six five four one.", "Ok, let me repeat. Three one six one, three seven three eight, two two two eight, six five four one.", "Yes, and the expiration is ten of twenty three.", "Got it. And can you, also get me the three digit number on the back?", "It's six nine seven.", "Thank you.", "#Mhm.", "Ok, I'll be sending you an email and attached will be your enrollment confirmation.", "Ok.", "In that email, there is a link for you to register on our website, that way you can, check on your account and see the other products we offer. Your payments will process the first of every month. Today's payment will cover the remainder of this month, then another payment will process on the first. Make sense?", "#Yep. Sounds great! Will the proof of insurance be in that mail because I need to get the information to the condo complex.", "You can, download the attachment from the email I'll send you, or, you can register online and send the full policy to them by downloading it from our website.", "Got it. Easy enough.", "Great. Is there anything more I can do for you?", "No. That was it. I didn't expect to be signing up today, but I'm glad it's done.", "Good! I'm glad we could help. You take care now and thanks for calling Rivertown Insurance.", "Thanks. Have a good day.", "You, too. Bye bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Thanks for calling Rivertown Insurance. This is Mark. What can I do for you?", "Hi. #Uh, I have renters insurance with you guys and need to put in a claim.", "Ok. I can definitely help you with that. #Um, can I get your first and last name?", "Yeah. It's Jasper Knolls, k.n.o.l.l.s.", "Thanks. Thanks for the spelling.", "No problem.", "Jasper, what's your address?", "#Um, seven two three North First Street, Phoenix Arizona.", "Seven two three. Ok.", "Apartment six o. seven.", "Six zero seven. Thanks. I have your account here.", "#Mhm.", "I need to verify your, account by asking one, you one of your security questions.", "#Yep, go ahead.", "What is your mother's maiden name?", "Marley.", "Got it. Thanks for verifying. Now, it looks like, Renters, yes, you have the Renters Preferred.", "#Yep.", "Ok. So you have a fifty dollard deductible and it looks like you're paid up until the end of this month.", "Yeah. I'm on automatic payments.", "I see that. Yes. Ok. Can you tell me what happened? What's been damaged?", "Well there was some sort of plumbing leak in the story above me. I guess it was one of the main pipes, so my apartment was flooded on the east side.", "#Oh, I'm sorry to hear that.", "Thanks. Yeah, it soaked everything in my living room pretty much.", "Ok, so your landlord will be taking care of the damage to the structure and your renters will cover the contents of your apartment.", "Yeah. They've already come by and started ripping out carpet and stuff.", "Oh good. I know that can get moldy pretty quick.", "#Yep. It was kind of stinky to begin with.", "Yuck. That's no good. #Um, so can you give me a list of items off the top of your head that have damage, have been damaged?", "Yeah. All my living room furniture, my stereo, tv, and the art on my wall, on that wall. The one that got wet.", "Ok, can you be more specific about the furniture?", "Yes, there's a couch, a loveseat, the lamp table, the coffee table, all my magazines, the bookshelf.", "Hang on one second. I'm typing while you're giving me the itemiss Magazines, bookshelf. Ok. Go ahead.", "The books on the bottom shelf of the bookcase, the tv stand and, what else, oh there's a big lamp behind the loveseat.", "Ok. And, is the artwork on your wall had an appraisal?", "#Oh, no it's just something I picked up at Target.", "#Oh, ok. No problem. Was there any damage to anything else?", "No, that's it really. I I think I have some of the old receipts, but not for some of my electronics. Like my Play Station.", "#Oh. Ok. You didn't mention a Play Station.", "Sorry. Yeah, the Play Station, p.s. five was next to the tv stand when the hole opened up in the ceiling.", "Ok. I've got that, too. And were there any other electronics in the tv stand.", "Just the t.v. and the p.s. five. #Oh! And, the controllers and the v.r. visor.", "V.r. visor. Ok. Got it. Anything else?", "#Nah. I think that's it.", "Well, if you think of anything else, the adjuster will be out and can add it to the claim. In the meantime, did you take any photos of the damage?", "#Oh, yeah. I took a ton of photos.", "Ok, well, there will be the, claim page, we'll send you an email with a link to the claim page where you can upload the photos for the adjuster to take a look at.", "Ok.", "I need to get you an appointment with them.", "Ok.", "Let me finish this part of the claim. One moment, please.", "Yeah.", "Are you able to live in the apartment while the repairs are taking place?", "Yeah. They just come in while I'm at work.", "Ok. If you need a place to stay, we can add that to the claim.", "No. No, I'm good.", "Ok. So, let me pull up the schedule for the adjuster.", "Ok.", "It looks like they can come out tomorrow. Is nine a.m. ok?", "#Oh, that's fast. Sure.", "Great. July twenty nine at nine a.m. You'll get an email confirming this time.", "Thanks.", "Ok. You're all set. I'll remind you that we'll deduct your deductible from the adjuster's estimate, but you'll see that on the paperwork they'll leave with you. Ok?", "#Oh, right. No problem. Do I need to pay for that now?", "No, no, not at all. It'll just come off the total from the estimate.", "Gotcha. Ok. Thanks.", "No problem. Is there anything more I can do for you?", "No, so tomorrow at nine.", "Yes, nine.", "Ok. I put it in my phone.", "Good thinking. Let us know if you have any questions about the process.", "Ok. Thanks. Will do.", "Have a great day and thanks for calling Rivertown.", "Thanks. Bye.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Bethany and I'm happy to help today.", "Hi. Thanks.", "Can I get your name?", "Yeah. It's Leon Weber.", "Leon Weber. Is that one or two b.'s?", "Two.", "Thank you. Can I please get your birthdate?", "Yes. It's five seventeen eighty two.", "Ok. May seventeen nineteen eighty two?", "Yes.", "Ok. Thank you. I need to verify your account.", "Ok.", "What's your, the name of your childhood best friend?", "#Um, that would be Laney.", "Ok. Thanks for verifying your account.", "Sure.", "So you need proof of insurance?", "Yes.", "I'm happy to help, but did you know you can print it any time you want by downloading it from your account online?", "Sure, but I don't have my computer right now and I'm at work.", "No problem at all. I'm happy to help.", "Thanks.", "Do you have a printer?", "Yes. At home. I'm not supposed to use the one at work.", "I understand. I can either email a copy of the policy or.", "Yeah. Email is fine.", "Do you need proof of insurance right away?", "No, not today. Email is fine.", "Ok. Email it is. I'm going to need a minute to get this going for you.", "Thanks. No problem.", "Bethany?", "Yes.", "It looks like your policy has lapsed.", "#Oh no. What?", "Yes, it looks like this is the second month your payment didn't go through. You shouldn't have received an email last month.", "#Oh my God. I've been so busy moving and trying to work two jobs that I haven't really checked my email.", "I understand. The notification was sent out June fifth and again on July third. After the second non-payment, the policy lapses.", "#Um, is my card on file or my checking?", "It looks like your card.", "Dang, that's probably why.", "#Hm?", "Well, they sent me a new card with a chip and the number was different, so and I forgot to call you guys, change it online.", "Well, I can certainly reinstate the policy, but I'll need a supervisor's approval to do this.", "Great! That would be amazing. Thank you.", "One moment, please, while I, I'll put you on hold while I work with my supervisor to get this done.", "Ok. Sure.", "Bethany?", "Yes.", "Thanks for holding.", "No problem.", "I got your policy reinstated, but you'll need to pay for the past two months and the late fees to bring your policy to a fully paid status.", "Ok.", "So, can we do that today?", "Yes.", "Ok. I'll need your new card number.", "Hang on. I need to get my purse. It's in my cubicle and I'm in the conference room.", "Sure.", "Ok. I'm back. Ready?", "Yes, go ahead.", "It's four seven two zero, one one eight nine, three one two four, five three two eight.", "Ok. Let me repeat? Four seven two zero, one one eight nine, three one two four, five three two eight?", "That's it.", "Thanks. And, the expiration?", "May two thousand twenty three.", "Twenty three. Ok. And, the security number on the back?", "#Uh, it's three two seven.", "Three two seven. Thanks.", "#Mhm.", "It's a Visa?", "#Yep. Visa.", "Thanks. Ok. So, the total today will be two thirty six sixty seven. Can I put that on this card?", "#Yep. That works.", "Ok. One minute.", "#Mhm.", "Ok. That went through and you're all set.", "Thanks so much.", "Sure. You'll be getting an email with the confirmation of your account change and the policy reinstatement.", "Great. Thanks for helping me with that.", "My pleasure. Is there anything more I can do for you today?", "No, no that's it. Thanks.", "I'm happy to do it. Thanks for calling Rivertown Insurance and have a good day.", "Thank you. You, too.", "Thanks. Good bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Kevin. How can I help you?", "#Um, hi. I need to cancel my life insurance.", "Ok. I can help you with that.", "Thanks.", "#Um, I'll need to get some information from you to pull up your account.", "Sounds good.", "Can you please give me your name?", "Joe Hastings.", "Would it be Joe, or, Joseph on your account?", "#Oh, Joseph.", "Thank you. Now, your birthdate, please.", "#Um, nine fifteen ninety three.", "September fifteenth, nineteen ninety three. Good. Thanks.", "#Mhm.", "Ok. And, your zip code?", "Zip. #Um six seven three two five.", "Three two five. Got it and I see your account here. I'll need to verify by asking you, one of your security questions, ok?", "Yeah. Go ahead.", "What was the name of your favorite teacher?", "Misses Robinson.", "Great. Thanks for confirming.", "#Mhm.", "So, it looks like you have the Whole Life plan.", "#Yep.", "And, you want to cancel?", "Yeah.", "May I ask why?", "#Uh, well, I was laid off due to COVID and my unemployment is barely enough to pay my bills.", "#Oh, gosh. I'm so sorry to hear this.", "Yeah, it sucks.", "You're not the first person I've heard this from. It seems like everyone is going through something right now.", "Yeah. I just hope I can find, something, a job, or anything, soon.", "My best wishes to you, Kevin.", "#Mhm. Thanks.", "[clears throat] I'm happy to cancel this for you, but before I do, I want to make sure you know about our Term Life plan.", "Term Life?", "Yeah. It's something that would provide you with coverage while you're looking for employment, but it's a lot cheaper than the Whole Life.", "So, how much is it?", "Well, let's see, for you, the annual cost is three hundred.", "#Hm. What's that monthly?", "It's twenty five a month.", "#Hm. I might be able to swing that.", "#Oh, and, you get the five percent discount because you're alread signed up for automatic payments and electronic billing.", "#Oh, right. I forgot about that.", "It would be fairly easy for me to just move you over into that plan if you'd like and it would probably, yeah, probably take about, only five minutes if you have the time.", "Hang on a second. I made a little budget for myself. Let me see if I can swing this. One sec.", "Sure. Take your time.", "[sounds of typing] And, while I'm doing this, how much coverage, what's the coverage?", "Sure. It'd be a benefit of one hundred thousand dollars and the monthly payment doesn't change for ten years.", "And, after ten years?", "It may or may not, increase. It's unlikely that the cost would go down.", "So, what if I get a job again. Can I change back?", "We can do that, but I can't gaurantee the price for the Whole plan will be what you have now.", "So, it might be more?", "Yeah. Unfortunately.", "Well, either way, I really can't afford it.", "So, were you able to finish looking at your budget?", "Well, I think so. I'm just not.", "#Oh, Kevin. I just noticed that your, yeah, you're all paid up until August, so, right, you already paid your annual through August. That still gives you almost three months of coverage.", "#Oh, but I got the renewal letter in the mail, so I assumed I had to re-up now.", "#Oh, right. We send out those letter a couple months before your need to renew.", "So, I'm good 'til August?", "#Yep.", "So, should I call back and do the Term Life if I still don't have a job?", "Or, I can set it up for it to renew as Term, instead of Whole, I can just, put a start date on the new Term policy of your renewal date for the Whole. #Uh, we can just let the Whole expire.", "That's cool. What about, do I have to go through the whole medical review process and all that again?", "#Oh, no. You're already a client, so they would just go off of the review you did last year.", "#Oh, great. Then, what if I get a job before then. Do I need to call back?", "Well, if you want to renew your Whole Life plan, then yes, otherwise you can just go with the Term that we'll set up for you, today.", "Yeah, well, I wish I could, could afford the Whole right now, but I can't, so I guess I'll just have to see.", "Sure. No rush.", "Ok.", "You've got two months to work on something.", "Yeah. Glad I know that.", "I just happened to look at the expiration date, when I was about to process you for Term.", "Glad you caught it.", "Me, too. Ok, is there anything more I can help you with today?", "#Um, I don't think so. So, if I want to go ahead with the Term, I'm all set, but if I get a job, then I need to call back to redo the Whole?", "Yes, in fact, give me just a second.", "Sure.", "#Uh, I'll be sending you an email with the confirmation, email for the, the change. With the Term.", "Ok. Thanks.", "One second.", "Sure.", "Ok. You should be getting that email in the next few minutes and if you have any other questions, just let us know.", "Ok. Thanks for all your help.", "No worries. It's my pleasure. I'm just glad you didn't have to give up your life insurance.", "Me, too. That would really suck.", "Yes, and a bit risky, right?", "Right. Thanks.", "Thanks for calling Rivertown Insurance. Have a good day.", "You, too. Thanks.", "Thanks. Good bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_930_000", "insurance_930_001", "insurance_930_002", "insurance_930_003", "insurance_930_004", "insurance_930_005", "insurance_930_006", "insurance_930_007", "insurance_930_008", "insurance_930_009", "insurance_930_010", "insurance_930_011", "insurance_930_012", "insurance_930_013", "insurance_930_014", "insurance_930_015", "insurance_930_016", "insurance_930_017", "insurance_930_018", "insurance_930_019", "insurance_930_020", "insurance_930_021", "insurance_930_022", "insurance_930_023", "insurance_930_024", "insurance_930_025", "insurance_930_026", "insurance_930_027", "insurance_930_028", "insurance_930_029", "insurance_930_030", "insurance_930_031", "insurance_930_032", "insurance_930_033", "insurance_930_034", "insurance_930_035", "insurance_930_036", "insurance_930_037", "insurance_930_038", "insurance_930_039", "insurance_930_040", "insurance_930_041", "insurance_930_042", "insurance_930_043", "insurance_930_044", "insurance_930_045", "insurance_930_046", "insurance_930_047", "insurance_930_048", "insurance_930_049", "insurance_930_050", "insurance_930_051", "insurance_930_052", "insurance_930_053", "insurance_930_054", "insurance_930_055", "insurance_930_056", "insurance_930_057", "insurance_930_058", "insurance_930_059", "insurance_930_060", "insurance_930_061", "insurance_930_062", "insurance_930_063", "insurance_930_064", "insurance_930_065", "insurance_930_066", "insurance_930_067", "insurance_930_068", "insurance_930_069", "insurance_930_070", "insurance_930_071" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "My name's Willow. Thanks for calling Rivertown Insurance. How are you this morning?", "I'm good. How are you?", "Very good. Thanks. What can I do for you?", "Well, I'm calling to pay my bill.", "Ok. What bill is that?", "#Oh. Sorry. My condo insurance.", "Ok. I can help with that. Can I get your name?", "Marty.", "Thanks. And, last?", "Townsend.", "Thanks. Can I get your birthdate?", "Birthdate's five twelve eighty seven.", "Ok. May twelfth, nineteen eighty seven.", "Right.", "#Mhm. Now, I'll verify your account. What's your, the name of your childhood best friend?", "That's easy. Don.", "That's not what I see here.", "#Oh. Sorry. Donald.", "That's it. Great. Thanks for verifying.", "No problem.", "Ok, so I see here that your condo insurance payment is supposed to come out automatically in a few days. Was there a problem? Did you get an email from us?", "No, I just have a different card I want to use this month.", "#Oh. Ok, well we are in the window where I'm not sure the automatic payment can be canceled in time.", "#Oh no. I need to, well I'm spread a bit thin this month and I'm worried about the payment going through.", "I understand. Well, let me think. Give me a moment.", "Sure. #Mhm.", "Ok. If for some reason what we do today doesn't catch the current payment cycle and the payment doesn't go through, just call us back as soon as possible, and we can run the payment on your other card, just make sure to call us back within the grace period.", "Grace period?", "Yes, within a couple days of the due date.", "Got it. So, I won't get a late fee?", "No as long as your within the grace period.", "Fine. Let's go ahead then?", "Sure. Let me get the card number you want to use for this payment.", "It's a Visa.", "Ok.", "Six four two one, one three five seven, nine seven one three, two two two zero.", "Six four two one, one three five seven, nine seven one three, two two two zero?", "Yes. That's correct.", "Thanks. Expiration, please?", "Yeah, it's nine of twenty three.", "And, the number on the back?", "Six two three.", "Six two three. Got it. Can I put you on hold for a moment while I put in some notes about this conversation just in case your automatic payment doesn't go through?", "Sure.", "One moment, please.", "Take your time.", "Thanks. One moment. Marty?", "Here.", "Ok. I've entered some notes about our conversation in case you need to call back and process the other card.", "Thanks.", "You'll get an email confirmation with this change. Are you still using m.a.r.t.b.o.a.t. at yahoo?", "No, I changed it recently. It's, are you ready?", "Yes, go ahead.", "It's Marty boats at gmail.", "M.a.r.t.y.b.o.a.t.s.?", "Yes.", "Do you have a boat?", "Kind of. I make specialty models for hobbiests.", "Fun! Do you make them from scratch?", "Yes, but if they are supposed to be painted, I use store bought paint.", "Does that keep you busy?", "More than you'd think. I do international orders, too, so I keep up with all my orders, but I'm not stressed. It's a good balance.", "That must be great doing what you love!", "Yes. I feel pretty blessed.", "Nice. So, Marty, I'll send this confirmation now and if you have to call back, there are detailed notes in your file, so they know what's going on.", "Thanks.", "Is there anything else?", "No. Thanks.", "Great. Thanks for calling Rivertown and have fun with your boats!", "Thanks. Have a good day.", "Thank you. Good bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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What can I do for you today?", "Well, I'm mad, because I keep getting the same error on my bill every month.", "#Uh-oh. That's no good.", "Yeah. I called last month, too, and they said they fixed it.", "#Oh, I'm so sorry for the inconvenience.", "Yeah, well, I was on the phone for almost thirty minutes last month trying to take care of it.", "#Oh, wow. Not good.", "#Nope. And, now I'm really frustrated.", "I can understand that. I would be, too.", "#Mhm.", "Let me see what I can do for you. I need to pull up your account and need your first and last name.", "Bill Hammond.", "Bill, would your account be under the name William?", "#Oh, yeah. William. William Hammond.", "Ok. One second. Can you tell me your address?", "Yeah, it's three fourty two West Lakefront Boulevard.", "Ok, I see you here. I'll need to verify your account using one of your security questions. Ok?", "Sure. Go ahead.", "What is your mother's maiden name?", "#Um, it's Jackson.", "Great. Thanks for verifying. Now, let me look into this bill. This is for auto, right?", "#Yep. Auto.", "Ok. One second.", "Sure.", "It looks like there's an adjustment that was made last month. #Um thirty five dollars.", "Yep, because they added some fee. I don't remember what they called it.", "Ok. No problem. Well, it looks like they removed it.", "I know, but it came back this month.", "#Hm. I don't see it here. Do you remember where you saw it?", "Yeah, it was in my email.", "Ok. Let me take a look.", "Yeah.", "The last email we sent was a confirmation that we adjusted your bill. It looks like the credit hit your bill this month.", "#Huh?", "Instead of changing the total of last month's bill, they credited your account this month.", "What? Like it should be thirty five dollars less?", "Yes. It is. Your normal bill is seventy nine sixteen, but this month it's fourty four sixteen with the credit.", "So they didn't take it out of last month's?", "No.", "They said they were going to.", "#Hm. Since your payments come out automatically, there's no way for them to reverse the charges, so they typically credit the next month's bill. Make sense?", "I think so. So I paid for the fee last month, but they credited me this month?", "Yes. That's correct.", "Not cool. They should have credited me last month. You got my money for a whole month.", "Well, Bill, we don't have a way to reverse any automatic payments. The only way we can make it right is by crediting the next month's bill.", "It's not right! That means, you know, like a bank holds your money and they make interest off that money, like you held my money until this month!", "I totally understand what your saying. It's the only way we can do it. I'm sorry.", "Well, I don't like this. I want to submit a complaint.", "I understand. I can help you with that.", "Good.", "Give me one second, Bill. I need to.", "Yeah. I don't think it's right that you hold onto my money for an entire month when it was your fault in the first place!", "I understand. Maybe they can look into this when they receive your complaint.", "They probably won't do anything, but I want someone to know that I don't like this!", "I assure you someone will be looking at your complaint. I'm not sure if they'll contact you directly, but there is a system in place for all complaints.", "Alright.", "Ok. I've pulled up the complaint form. Give me a few minutes while I type this up. Would you like me to put you on hold while I type?", "No. It's fine. I'll just wait.", "Ok. Just a few minutes here.", "#Mhm.", "Bill, are you still there?", "Yes.", "Ok, I've completed the complaint. Let me review this with you, ok?", "Yeah.", "I want to make sure that I've got all the information you want me to have in here, ok?", "Yeah. Go ahead.", "Customer had billing error in June and c.s.r. credited July account for error. Customer is upset because he paid for the error and Rivertown held his money for a month. C.s.r. told customer that automatic payments don't allow for refunds and customer was upset and believes there should be a way to credit him immediately. Is this correct?", "Yeah. Close enough. Nobody's going to pay attention to it anyway.", "I understand your frustration, but I assure you that we will look into this.", "Well, if the system is set up like this, there's probably not a way to change it unless they spend a ton of money changing it.", "#Hm. I'm not sure how it all works, but I promise someone will be reading this.", "Ok. Fine, but if I have to call again, I'm going to find another place for my insurance.", "I completely understand.", "#Mhm.", "I will make a note of this on your account.", "Fine.", "They'll see all my notes from today and if it happens again, they'll see that you've called twice already.", "#Yep. Fine.", "Again, I'm so sorry for all the inconvenience.", "Yeah. Well, I know it's not you, personally, but your company. It's just not right.", "Thanks for saying that and I completely understand your frustration.", "Yeah.", "Is there anything else I can help you with today, Bill?", "#Um, no, but are they going to call me about the complaint?", "I can put a note here that you are requesting a call back, if you'd like.", "Will they?", "Honestly, I'm not a hundred percent sure, but they'll see the note.", "Fine. Ok. Do it.", "Ok. I've made the note for the call back.", "Thanks.", "Sure. No problem. Is there anything else?", "No. No that's it.", "#Um, ok. Thanks again for choosing Rivertown Insurance. I hope your day gets better.", "Thanks. Have a good day.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_932_000", "insurance_932_001", "insurance_932_002", "insurance_932_003", "insurance_932_004", "insurance_932_005", "insurance_932_006", "insurance_932_007", "insurance_932_008", "insurance_932_009", "insurance_932_010", "insurance_932_011", "insurance_932_012", "insurance_932_013", "insurance_932_014", "insurance_932_015", "insurance_932_016", "insurance_932_017", "insurance_932_018", "insurance_932_019", "insurance_932_020", "insurance_932_021", "insurance_932_022", "insurance_932_023", "insurance_932_024", "insurance_932_025", "insurance_932_026", "insurance_932_027", "insurance_932_028", "insurance_932_029", "insurance_932_030", "insurance_932_031", "insurance_932_032", "insurance_932_033", "insurance_932_034", "insurance_932_035", "insurance_932_036", "insurance_932_037", "insurance_932_038", "insurance_932_039", "insurance_932_040", "insurance_932_041", "insurance_932_042", "insurance_932_043", "insurance_932_044", "insurance_932_045", "insurance_932_046", "insurance_932_047", "insurance_932_048", "insurance_932_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. This is Casey. What can I do for you today?", "Hello. I want to change to automatic billing.", "Great. I can help you with that.", "Thanks.", "What your name?", "Edwin Begay.", "B.e.g.a.y.?", "Yeah.", "Thanks. Ok, and what's your birthdate?", "November ten.", "The year?", "Nineteen seventy two.", "Great. Thanks. Seventy two. I have your account pulled up. I need to verify with one of your security questions.", "Yeah. Ok.", "What's your mother's maiden name?", "Tsosie.", "Got it. Thanks for verifying. Does that name have a meaning?", "Yeah. It's Navajo for skinny.", "#Oh. Wow. Nice.", "It's like an abbreviation for longer names.", "Got it. Thanks for telling me.", "Yeah. No problem.", "Ok. You said you wanted to change to automatic payments, correct?", "#Yep.", "Ok. I see you are still on paper billing. We give a five percent discount on any policy that's set up for automatic payments and electronic billing.", "#Oh.", "Did you want to do that today?", "Yeah. Let's do it.", "Great! Let me just update this.", "Ok.", "One moment.", "#Mhm.", "Alright. I've got that submitted.", "Thanks.", "You're on a six month billing cycle. Did you want to keep that the same?", "It's fine.", "Ok.", "Does it matter if I do monthly, is there a discount for monthly?", "Unfortunately, no.", "Ok. Nevermind then. Just keep it like it is.", "Sure thing.", "Thanks.", "Ok. You'll be receiving a confirmation of the change at the email on file. It's e.d.b.e.g.a.y. at gmail?", "Yeah. That's it. Thanks.", "Is there anything else I can do for you today, Mister Begay?", "#Nah, that's it.", "Very good. Well, thanks for calling Rivertown Insurance. Have a good day.", "Yeah. You, too.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_933_000", "insurance_933_001", "insurance_933_002", "insurance_933_003", "insurance_933_004", "insurance_933_005", "insurance_933_006", "insurance_933_007", "insurance_933_008", "insurance_933_009", "insurance_933_010", "insurance_933_011", "insurance_933_012", "insurance_933_013", "insurance_933_014", "insurance_933_015", "insurance_933_016", "insurance_933_017", "insurance_933_018", "insurance_933_019", "insurance_933_020", "insurance_933_021", "insurance_933_022", "insurance_933_023", "insurance_933_024", "insurance_933_025", "insurance_933_026", "insurance_933_027", "insurance_933_028", "insurance_933_029", "insurance_933_030", "insurance_933_031", "insurance_933_032", "insurance_933_033", "insurance_933_034", "insurance_933_035", "insurance_933_036", "insurance_933_037", "insurance_933_038", "insurance_933_039", "insurance_933_040", "insurance_933_041", "insurance_933_042", "insurance_933_043", "insurance_933_044", "insurance_933_045", "insurance_933_046", "insurance_933_047", "insurance_933_048", "insurance_933_049", "insurance_933_050", "insurance_933_051", "insurance_933_052", "insurance_933_053", "insurance_933_054", "insurance_933_055", "insurance_933_056", "insurance_933_057", "insurance_933_058", "insurance_933_059", "insurance_933_060", "insurance_933_061", "insurance_933_062", "insurance_933_063", "insurance_933_064", "insurance_933_065", "insurance_933_066", "insurance_933_067", "insurance_933_068", "insurance_933_069", "insurance_933_070", "insurance_933_071", "insurance_933_072", "insurance_933_073", "insurance_933_074", "insurance_933_075", "insurance_933_076", "insurance_933_077", "insurance_933_078", "insurance_933_079", "insurance_933_080", "insurance_933_081", "insurance_933_082", "insurance_933_083", "insurance_933_084", "insurance_933_085", "insurance_933_086", "insurance_933_087", "insurance_933_088", "insurance_933_089", "insurance_933_090", "insurance_933_091", "insurance_933_092", "insurance_933_093", "insurance_933_094", "insurance_933_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. My name is Allison and I work in the claims department. Did you need to open a claim today?", "Hi, yeah. I have renters insurance with you guys.", "Ok. Let me get your policy number, do you have that?", "Yes. I have it right here.", "Go ahead.", "It's nine zero one eight two three seven four five zero.", "Nine zero one eight two three seven four five zero?", "Yes.", "Thank you. Can you please verify your account by answering one of your security questions?", "Sure.", "What is the name of your high school?", "Yeah, it's Meadow Valley High.", "Great. Thanks. Ok, am I speaking with Neil Summers?", "#Yep, that's me.", "Thanks. #Um, mister Summers, I'm going to ask you some questions and then we'll get an adjuster out to your apartment to look over the damaged property. Sound good?", "Yeah. That'll work.", "On what date did the damage occur?", "#Um, it was three days ago, so June thirtieth, I think.", "Ok. June thirty. And, in your own words, please describe the damage in as much detail as possible.", "Ok. #Um, so there's a bunch of people in my apartment, like near my unit, that starting getting sick. They saw weird looking bubbles on their walls and like water damage, but no water was like coming in anywhere.", "#Mhm.", "Then, long story short, the landlords sent in maintenance and they found mold in almost all of the apartments on my floor. The did some tests and found out that my apartment walls were covered with really bad mold, like inside the walls.", "#Uh-oh. That's not good.", "Right. So, they told me I would have to move out for a certain amount of time and they are suggesting that any of my furniture that is fabric, I should get rid of because of mold spores.", "Ok. Got it. Anything else?", "Well, they also said that I would have to get all my clothes, towels, curtains, you know, anything that's made out of fabric, to go to the dry cleaners. They also told me I should have my health checked out because of the mold spores.", "#Oh, no! That's terrible.", "Yeah. I'm a little freaked out.", "I bet you are. I would be. Ok, so anything else?", "Well, I had to find a place to stay, so I tried to find a b. and b. I found one, but it's not cheap and wanted to figure this insurance thing out because I'm hoping I can get reimbursed soon.", "I understand. Well, from today, it will be a few days to get the adjuster out to you and for them to process the report and then approximately another five to seven days for the check to get to you.", "#Mhm.", "So, that's about two to three weeks at least.", "#Hm. Ok. Anything I can do to hurry it along?", "Well, I can open a claim, you can give me an estimate, then after the adjuster submits their report, if there is a difference, you would have to reimburse us, or, if it's in your favor, we would send you an additional check. Make sense?", "Yes, well, for now, I just want my lodging to be paid for.", "Great. We can do that, no problem.", "Ok, well, so far, I've spent about four hundred dollars on my lodging.", "Ok, and how long did they say you needed to be out of the apartment.", "Well, it depends on how soon I can get my furniture out of the apartment. They already put those machines to capture all the mold spores and those are running right now, but they said the furniture needs to out before they can do things like replace the carpet and some of the drywall.", "I understand. Is the apartment complex willing to move you to a different apartment?", "They said they would, but they're at full capacity right now.", "#Oh, ok.", "It's like they need things done in a certain order to make sure all the spores are out, are captured by the machines.", "I understand. It sounds like a lengthy problem. I'll send out a check to you for at least the cost of your b. and b. for the next two weeks and if you are allowed to get back into your apartment before then, you can apply that amount to whatever the adjuster adds to his report.", "Great. Thanks. That will help so much.", "Good. I'm glad. Give me one second while I process this and then we'll get your appointment with adjuster made.", "Ok.", "One moment.", "#Mhm.", "Ok, so I'll send a confirmation of all this to the email address in your file.", "Ok.", "Let me pull up the schedule for the adjuster. One moment.", "#Mhm.", "Ok, would this Friday work?", "It depends on what time.", "Any time between ten a.m. and noon.", "Ten a.m. is good.", "Great. Let me schedule this. One moment.", "Ok. Thanks.", "So, I have this scheduled for you. You'll get another email with the appointment information.", "Thanks.", "Before I process this check, let me verify your mailing address.", "Sure. It's seven two two one West Elm Drive, unit two twenty seven.", "Great. That's what I have on your account. One moment while I process this check.", "#Mhm.", "Ok, so I'm sending a check for you for fourteen hundred dollars based on the information you gave me about your lodging costs.", "Thanks.", "Ok, mister Summers, your claim is open, your adjuster appointment is scheduled, and there is a check on its way to you.", "Thanks.", "My pleasure. Is there anything else I can do to help you?", "So, after the adjuster comes by, I just wait?", "Yes.", "So, what do I tell my landlord? Should I hire someone to come get the furniture or take it to the dump?", "Well, since your adjuster appointment is in a couple of days, I would just wait to see what they find and go from there.", "Ok.", "If your landlord needs any information as far as you filing this claim, I'm happy to send a copy of the open claim to them electronically.", "Ok. I doubt they'll need it, but I'll call if I need it.", "Great. Anything else?", "Do I need to give the adjuster anything when they get here?", "No, they'll have all your information. They'll just be taking photos and filling out forms.", "#Oh. Right. Sounds good. Do I need to be here the whole time?", "Yes. They won't take long, but in case they have questions, they'll need you there.", "Ok. I can do that.", "Great. Do you have any more questions for me?", "No, I think that, well actually, how long after the adjuster does his thing before I get a check?", "After the adjuster submits their report, it will take another five to sevent business days to process the information and check.", "Ok, do they submit their report the same day as my appointment?", "Usually, unless something comes up. Your appointment is in the morning, so they'll probably have plenty of time to upload, submit it before the end of the day.", "Oh. Got it. Thanks.", "Any more questions?", "No, that's it. Thanks a lot.", "My pleasure. Thanks for calling Rivertown. Have a great week.", "Thanks, you, too.", "Thank you, bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_934_000", "insurance_934_001", "insurance_934_002", "insurance_934_003", "insurance_934_004", "insurance_934_005", "insurance_934_006", "insurance_934_007", "insurance_934_008", "insurance_934_009", "insurance_934_010", "insurance_934_011", "insurance_934_012", "insurance_934_013", "insurance_934_014", "insurance_934_015", "insurance_934_016", "insurance_934_017", "insurance_934_018", "insurance_934_019", "insurance_934_020", "insurance_934_021", "insurance_934_022", "insurance_934_023", "insurance_934_024", "insurance_934_025", "insurance_934_026", "insurance_934_027", "insurance_934_028", "insurance_934_029", "insurance_934_030", "insurance_934_031", "insurance_934_032", "insurance_934_033", "insurance_934_034", "insurance_934_035", "insurance_934_036", "insurance_934_037", "insurance_934_038", "insurance_934_039", "insurance_934_040", "insurance_934_041", "insurance_934_042", "insurance_934_043", "insurance_934_044", "insurance_934_045", "insurance_934_046", "insurance_934_047", "insurance_934_048", "insurance_934_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for holding. This is Derek from HealthyChoice health plans.", "Hi Derek.", "Hi. How can I help you today?", "I was needing to take my kid off of our healthcare plan.", "Ok. I can help you with that. Can I please have your first and last name?", "Ya ok. My name is Curtis Dunlap.", "Ok Curtis. Is that spelled with a K or a C?", "It is with a c. C-U-R-T-I-S.", "Great. Thank you. can I please have your policy number?", "Sure. I think I have that right here let me see. I had it here a second oh here it is. Nine-four-six-three-three-zero-seven-one-eight-nine.", "Ok so to confirm I heard nine-four-six-three-three-zero-seven-one-eight-nine. Is that correct?", "Yes sir! Thats right.", "Fantastic. I will now need to verify your date of birth please.", "Alrighty. My birthday is June, seventh nineteen seventy. Everytime I say that I feel old!", "I understand. I am seventies baby myself. To confirm your date of birth is six-seven-nineteen seventy. Correct?", "Yep. sound right to me.", "Ok then, last bit of information I need form you to get started will be your address, social security number, and I will need you to answer a security question.", "wow. That is a lot of information .", "Yes sir. We just want to keep you account information safe. Curtis, can you please verify your address for me?", "It is five- four -seven East Allegheny Way, San Juanita California seven- six -four- five -nine.", "Ok sounds good can you please verify your social security number?", "Sure. It is five-three-two-nine-six-seven-four-three-nine.", "Thank you. Last but not least Can you tell me what high school you attended?", "I am a pround Bronco I went to St. Matthews Highschool. Class of eighty-eight!", "Alright. Looks like we can get started on removing a dependent for you. Which dependent will you be removing from your plan today?", "It will be my son Peter. He has started a job now with excellent benefits of his own.", "Congratulations! It is nice when they start growing up Can you tell me Peter's birthdate?", "Yep. He was born February eleventh nineteen ninety nine.", "Ok I see you have been utilizing the family plan. Removing Peter from your plan will change your monthly cost to two hundred seventy two dollars. This will be a reduction of sixty dollars for you.", "That is great! Always happy to save a buck or two you know!", "Yes I do know . Just so you know there is a processing fee for your request today.", "Ok. How much will that be?", "There is a one time processing fee of sixty-five dollars. Were you wanting to remove Peter from the plan effective at the end of the month? Or do you have a future date in mind?", "Well If I remove him now like today will our monthly payment for the this remaing for the rest of this month be like prorated or something?", "It will not be prorated. He would be covered under the plan the rest of the month. If you cancel his plan effective of the end of the month your new lower monthly payment will begin next month for the month of April.", "Ok well I guess it makes sense to just cancel starting in April since he is already covered and ya I think that is what I want to do.", "OK then to confirm we will be removing Peter Dunlap from your healthcare plan effective April first. Your new monthly cost will be two hundred seventy two dollars.", "Yes I guess that sounds right. Will you mail us new health insurance cards without his name on them?", "Absolutely I can do that for you. Would you like to make the payment of sixty five dollars over the phone today?", "No I don't have my wallet with me and I'm driving right now so I will need to pay later sorry.", "No problem at all Curtis. We will bill the sixty five dollars to your account and you can pay it at your convenience.", "OK that works for me.", "OK well I have your son Peter scheduled to be removed from your plan and new insurance cards in the mail for you. Is there anything else I can help you with today?", "no I guess not. actually wondering something. If we need to put Peter back on the plan if his job happens to not work out. How would that work?", "Yes, so great question. He is eligible still to be on your plan due to his age for a few more years so if he needs to be added while he is still age eligible you will just need to reach back out and we can look into the costs and process at that time.", "Ok fingers crossed that won't be happening . Just thought I'd ask!", "I totally understand. It was great assisting you today Curtis. If you have any further questions please do not hesitate to reach back out. Would you mind staying on the line to complete a very brief survey about your service today?", "sorry. I really don't have time for that today.", "No problem. I totally understand. You have a wonderful day and thank you for choosing Healthy Choice Healthplans.", "You too. Thanks. Bye-bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_935_000", "insurance_935_001", "insurance_935_002", "insurance_935_003", "insurance_935_004", "insurance_935_005", "insurance_935_006", "insurance_935_007", "insurance_935_008", "insurance_935_009", "insurance_935_010", "insurance_935_011", "insurance_935_012", "insurance_935_013", "insurance_935_014", "insurance_935_015", "insurance_935_016", "insurance_935_017", "insurance_935_018", "insurance_935_019", "insurance_935_020", "insurance_935_021", "insurance_935_022", "insurance_935_023", "insurance_935_024", "insurance_935_025", "insurance_935_026", "insurance_935_027", "insurance_935_028", "insurance_935_029", "insurance_935_030", "insurance_935_031", "insurance_935_032", "insurance_935_033", "insurance_935_034", "insurance_935_035", "insurance_935_036", "insurance_935_037", "insurance_935_038", "insurance_935_039", "insurance_935_040", "insurance_935_041", "insurance_935_042", "insurance_935_043", "insurance_935_044", "insurance_935_045", "insurance_935_046", "insurance_935_047", "insurance_935_048", "insurance_935_049", "insurance_935_050", "insurance_935_051" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi. Thanks for calling Rivertown Insurance. My name is Jenner. How can I help?", "Hi. I'm having a tough time trying to find my balance on my life insurance.", "Ok. I can help with that. Can I get your name?", "Sure. It's Charles. Charles Benton.", "Charles Denton.", "With a b. as in boy.", "Got it. Thank you. Now, your birthdate?", "#Um, yeah, it's eight seventeen nineteen eighty eight.", "August eighth, eighty eight. All eight's. #Wow. That's gotta mean something, right?", "Yeah. My mom always said I was her lucky baby.", "#Ah. Sweet. Eights are supposed to mean like infinity or something, too, right?", "That's what I've heard, too. I just go with the lucky thing. Works for me. .", "Nice. Everyone needs a little luck, right?", "Right.", "Ok. I've pulled up your account and now I need to verify it. Can you tell me your mother's maiden name?", "#Um, it's Dell.", "Dell. Perfect. Thanks.", "#Mhm.", "Ok. I see you have a Universal Life plan, is that the account you're calling about?", "Yeah. That's it.", "So you need the balance?", "Yes.", "The balance that you can borrow from?", "Yes. I'm finishing something on my house and need a little extra cash.", "Well, your policy allows for that and you've had it for, three, over two years, so you can borrow the amount you've paid into the policy.", "Right. That's my understanding. So, what is that balance?", "Give me a second to look that up. It's on another screen.", "Sure. I'm in no hurry. It's my day off.", "Thanks. #Um, let's see, it looks like the total you can borrow is thirty six hundred.", "Great. That's what I figured. I've had the policy right at three years.", "Yes. So, we can provide you with a check, but it will take about five to seven business days to process. It needs to go through our financial department first.", "Ok. So, how do I pay it back?", "We can add it to your monthly payment until the total is added back to the account.", "Is there interest?", "No, but your monthly payments will be higher until it's paid back.", "Sure. Well, I'm getting a home equity line of credit, but it takes longer to get that and so I needed fast cash to pay the contractor that's coming next week.", "#Mhm.", "But, as soon as we get the line of credit, we'll pay back the life insurance.", "#Oh. Good. That works.", "So, five to seven business days?", "Yes. And you can make additional payments online.", "#Oh, right, so I wouldn't have to call back.", "No, not unless you have questions.", "Ok. Thanks.", "Is there anything else I can do for you today?", "No. That's great. I'm looking forward to getting this project done.", "Well, good luck and let us know if there is anything else we can do for you.", "Great. Thanks.", "My pleasure and thanks for calling Rivertown Insurance. Have a nice day.", "Thanks, you, too.", "Thanks. Bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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I can help you with that. Is there a specific plan you are interested in?", "I tried to set up my account online, but was having some difficulty.", "#Oh, I'm sorry to hear that. Let me see what I can do for you.", "Thanks.", "Is there a specific plan you are interested in?", "Well, I just wanted to start looking at the prices for renters and pet insurance.", "Right. Gotcha.", "You can't do that until you sign up for an account.", "Right. That's correct. The pricing will show up as soon as we receive your basic info.", "Ok. Well, it wouldn't take some of my info so I didn't know what else to do except call.", "Great. I will definitely be able to take care of this for you.", "Good. Thanks.", "Let's begin with your name.", "Laurel.", "Thanks. And, your last name.", "Davidson.", "S.o.n.?", "Yes. S.o.n.", "Thanks for that. Now, I'll need your address.", "#Um, my physical address or mailing?", "Mailing.", "Sure. #Uh, it's seventeen North Broadchurch Bucksville North Carolina.", "Just Broadchurch or Broadchurch road or street?", "Just Broadchurch.", "Great. Thanks. And, I'll need the zip.", "#Oh, right. #Uh, five six two eight one.", "Five six two eight one. Got it. And, a number for you?", "Home phone or cell?", "#Um, whichever you answer most frequently.", "That's my cell. It's and this is what was happening on the site. I'd add my number in, but it didn't look like it took it.", "Ok. Did you add the dashes?", "#Oh, you mean like four one two dash etcetera?", "Yes.", "I think I did, not sure, though. Does it matter?", "Yeah. It's a bit testy if you add dashes. I need to tell our tech team about it.", "Ok.", "You're not the first person that's had a tough time with it.", "#Oh, good. I'm not too good with technology, so I thought it was me. .", "No worries. I can take care of it for you.", "Thanks.", "Now, probably, here, yeah, it took your number with no dashes. Ok. Now, your birthdate?", "December sixth, nineteen fourty six.", "Twelve six fourty six. Got it. And, your marital status?", "I'm married.", "Ok. And, your spouse's name?", "Harold.", "Harold. Got it. Do you have any children under the age of eighteen living with you?", "No. They're all grown. #Oh, wait. My grandaughter stays with us during the summer for about three months. Does that count?", "It may. Does she have her own room with her own stuff there?", "Yes. We keep a room for her.", "Ok. Well, I think it would only make a difference on the renters policy if your total household goods was to increase because she lived with you.", "#Oh. Ok.", "Honestly, I'm not sure for a new account why they would ask that unless it's for our life insurance department. You know, to let them know make suggestions for other products we offer. Make sense?", "Yes. But I don't need life insurance.", "Right. I understand. It's basically for future offerings and to let you know what we have available.", "Ok.", "Great. Now, do you currently hold renters insurance?", "Yes, but I was wondering if you could do it cheaper than the company I have.", "Ok. Let's see what we can do for you.", "I don't want to really get into it right now. I just wanted the account so that I could look into it myself. Later on.", "#Oh, sure. No problem. Let me finish up creating your account. One moment.", "Ok. Thanks.", "No problem. Ok. You're all set! Before we hang up, I wanted to let you know that other than renters and pet insurance, we also offer life, as I mentioned, and auto, homeowners, and condo insurance.", "#Oh. Ok. You have auto, too?", "Yes, and we're very competitive.", "Well, I'll have to look into that. We may need to add our granddaughter to our vehicle when she turns sixteen which is coming up quick.", "#Oh, sure. The teen driving years! .", "Yes. It goes by fast.", "I can imagine. If you're interested, I can, tell you about our auto plans, if you'd like.", "Is it a lot of information? I'm a little tired right now.", "I can just give you an overview and then, if you have questions later, just call me back.", "Ok. Sounds good. Go ahead.", "Great! We have three tiers Basic, Preferred, and Complete.", "#Uh-huh.", "Basic is a thousand a year, Preferred is fifteen hundred a year, and complete is two thousand a year.", "#Mhm.", "Basic starts at a hundred and fifty thousand dollars of coverage for uninsured, underinsured, and medical.", "Ok.", "Preferred goes up fifty thousand for each of those coverages.", "#Uh, you mean up to two hundred thousand?", "Yes.", "Ok.", "And, Complete increases to two hundred fifty thousand.", "#Oh, well that's easy to understand. Usually, it's a lot more difficult to understand.", "Yes. It can get confusing. We try to keep it simple.", "Good. Ok. Thanks.", "Now, you said you wanted to review some things on our site, but are you interested in signing up for auto today?", "Not today. I'll think about it all and get back to you.", "Great. Sounds perfect. Anything else I can help you with today, missus Davidson?", "No. Thank you. #Uh what are your hours if I call back.", "We're here Monday through Friday, nine to six, central time.", "Ok. Thank you. You have a good day, now.", "You, too. Thanks for calling Rivertown Insurance. Have a good day! Bye!", "Thanks, you, too. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Charlie. How are you today?", "Hi. I'm ok. You?", "I'm well, thank you. What can I help you with?", "I need to file a claim.", "Ok. What sort of claim?", "#Oh, right. Sorry. For my car.", "Not a problem. I'll start by getting your name.", "Sure. It's Allan Griffin.", "Thanks. Is that a.l.l.a.n.?", "Yes.", "Thanks. And, your birthdate, please?", "Five nineteen seventy three.", "May ninetweenth, nineteen seventy three. Perfect. Now, to verify your account, I need to ask one, ask you one of your security questions.", "Ok.", "What is your mother's maiden name?", "Paulson.", "Thank you for verifying your account.", "#Mhm.", "I see that you have our Complete Auto policy.", "#Mhm.", "What kind of claim did you want to open? Accident?", "Yes.", "Did it just happen?", "No, just a couple of hours ago. I just got checked out of urgent care.", "#Oh, goodness. So, you were injured.", "Just a little. They are pretty sure I strained my neck, like whiplash, and my wrist is sprained from the impact.", "#Wow. I'm so sorry you were hurt, but glad it's not worse.", "Thanks. Me, too. I've got a doozy of a headache, though.", "#Oh, I bet. So, let me get this going for you.", "Thanks.", "Where was the location of the accident?", "In Tempe.", "Ok. And, were you driving on a main street or was it in a parking lot.", "Well, I was pulling out of a parking lot.", "Ok. Go on.", "#Um, well, this lady was trying to turn left into the parking lot that I was coming out of.", "#Uh-huh.", "I'm not sure if she was on her phone or what, but she pulled right out in front of oncoming traffic and that guy slammed into her which pushed her car into mine.", "Ok. And, was it head on or on the side?", "She was pushed into my drivers side.", "Got it. Did your airbag deploy?", "No. No, just a good crunch on my side.", "#Oh, I'm so sorry.", "Yeah. I wasn't sure what had just happened. The crazy thing is, the lady got out of her car and came over and just repeating I'm sorry, I'm sorry, I'm sorry, like over and over again.", "#Oh, gosh. Was she injured?", "I'm not sure, but she had blood on her head and they took her in an ambulance.", "#Oh, what an ordeal.", "Yeah. I told the cops that she kind of smelled like alcohol, but I couldn't be sure. She came up to my window and I could smell it when she was saying sorry.", "I understand. Well, let's hope not, but I'll make a note just in case.", "#Mhm.", "Now, I'm assuming the police took a report.", "Yes. They said it would take some time for me to get it from them.", "Yes. That's pretty standard. Probably in a couple of days.", "Ok.", "Did you happen to get photos of the damage to your car?", "Yeah. I took a few before they, the cops showed up.", "Ok. Good. Can you describe the damage to me?", "Yeah, from the front left side all the way to where the back passenger door ends, there were huge scratches and it dented the whole side in. I had to use another door to get out.", "Goodness. Ok. Was the paint completely scratched off?", "Yeah. #Um, in some spots, some of the metal was bare.", "Ok. Did you notice if your hood and trunk could be opened?", "Well, I, checked the hood because I noticed some fluid on the ground, but it wouldn't budge. It didn't look dented, but I think it's messed up because maybe the latch on the left side was damaged.", "I understand. Ok. Was the car drivable?", "No. They had to tow it to my mechanics. It's just sitting there, right now.", "Ok. And, do you happen to remember the mileage of the vehicle at the time of the accident. Just an approximation.", "It was around eighty five thousand, but I don't know exactly.", "Thanks. That's ok. When the adjuster comes out, they'll get the exact mileage.", "Ok.", "Did you get the other party's insurance information?", "Yes. I took a photo of it before they carted her off in the ambulance.", "Great. Thank you. Ok, so there were three peope involved, correct?", "Yes. The guy she hit, then she hit me.", "Ok. And, did you get his insurance information?", "The police gave it to me. He was hurt pretty badly.", "#Oh no. I'm sorry to hear that.", "He was unconscious before they put him in the ambulance, but kind of woke up a little when they lifted him in.", "That's not good.", "No.", "Ok, so Andrew, I'm sorry, Allan. #Um, I think I have enough information to open this claim and schedule an appointment for you to meet with the adjuster.", "Ok. Thanks.", "Now, I'll pull up the schedule for the adjuster and make an appointment for you.", "Thanks.", "How does this Thursday at one p.m. sound?", "That sounds good. Do I have to meet him at the mechanic's shop?", "Actually, I'm not sure. I'll need to get back to you on that. Once I book the appointment, I'll send you another email confirming where you'll meet them.", "Ok.", "Alright, so you're set for Thursday at one. I'll be sending you an email confirmation with instructions on how to access your claim portal.", "#Mhm.", "You'll also receive another email with the confirmation of the adjuster appointment.", "Ok. Thanks. How long will all of this take?", "Well, right after the adjuster, finishes, and you get an estimate from your mechanic, it could take up to eight weeks for everything to go through. You have some medical bills, also, that we'll need to reimburse you for.", "Right. Got it.", "Ok, Allan, is there anything else, for now, that I can do for you? Do you have any questions?", "No. No, I think I understand everything.", "Great. Just call back, though, if you do. Thanks so much for calling Rivertown Insurance and I hope you feel well again soon.", "Thanks. Thanks a lot. Have a good day.", "Thanks. Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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What can I do for you?", "#Um, well, sorry, but I need to cancel my plan.", "#Oh. Ok. I'm sorry to hear this, but I can help you do that.", "Thanks.", "My pleasure. I'll need to pull up your account to cancel it. Can I get your name?", "Sure. It's Mike. Mike Hurst.", "Is your plan under Mike, or Michael?", "Michael. Sorry.", "No. No worries. #Um, Michael Hurst. Ok, and, Mike, what's your birthdate.", "It's three, March fourth two thousand one.", "Thank you. Three four o. one.", "#Mhm.", "I see your account and now you can help me verify it by answering one of your security questions.", "Sure.", "What is your first pet's name?", "Muffin.", "Perfect. That's what I needed. Thanks.", "#Mhm.", "You have auto and renters insurance. Which one did you want to cancel?", "The auto 'cause I found another company that's cheaper.", "Ok. #Um, did they offer you the same coverage?", "Yeah, actually a little better coverage for less.", "#Oh. Wow. That's great. What company are you going with?", "Well, I joined the military and I'm eligible now for a military insurance company and they also do financial stuff, like car loans and checking accounts.", "That's good news. Congratulations on the military! Which branch?", "Air Force. I'm leaving for officer training school in a month.", "#Wow. I bet that's exciting and hard!", "Yeah, but I'm prepared. I feel good.", "Very nice! Congrats!", "Thanks.", "I know that company and it's very hard for us to compete because they have an entirely different way of managing their company. I know they're good, though. I've heard good things about them.", "Yeah. Everybody keeps telling me to switch my insurance, so that's what I want to do.", "I understand. Let's get this started.", "Ok.", "I'll just need to do a few things to your account to cancel your policy. One moment. #Um, actually, can I put you on hold for a few minutes?", "No problem.", "Thanks. One moment.", "#Mhm. [hold music].", "Ok, Mike?", "Yes.", "It's all taken care of. It looks like you'll have a refund of thirty four seventy two.", "#Oh great! Why am I getting a refund?", "Well, you're account was paid up until the end of the month, so since you're canceling today, you get a refund.", "Perfect. Is that going to be a check?", "Yes.", "Can it be transferred to my account electronically?", "No, unfortunately for account terminations, we process a check.", "Ok. I understand.", "Is there anything else I can do for you?", "#Um, while I'm away, my stuff will be in storage and I need to change my renters insurance a little. Can I do that now?", "Sure. No problem.", "I still need the same amount, but, like I said, my stuff will be in a storage unit.", "Ok. One moment, so that I can switch accounts here.", "Ok.", "Here we go. I see your renters. So, if you'll need the same coverage, we'll just need to change the address of the location of your personal goods.", "Ok. Sure. Ready?", "Yes. Go ahead.", "The storage unit is at one one three two five East Broadway.", "And, the unit number?", "It's unit f. three five one.", "Three five one. Ok. And, the city and zip.", "Same.", "Ok. Same. Got it. Their number?", "Five o. two, seven one two, eight eight zero zero.", "Five o. two, seven one two, eight eight zero zero?", "#Yep.", "Thanks. Ok, so you'll get an email confirmation this change.", "Thanks. They also said I need to provide proof of renters. Would the email work?", "Yes, there's an attachment in the email that has your renters policy. It's a summary.", "Perfect.", "Alright, Mister, or should I call you Officer Hurst?", "Not quite yet, but thanks for thinking about that.", "My pleasure. My father was in the service.", "Nice. Which branch?", "Marines. He was in Vietnam.", "#Oh, gosh. That's tough.", "Yeah, but he's ok. He worked in supply.", "Cool.", "Well, let me be the first to thank you ahead of time for your service.", "Thanks for that.", "Is there anything more I can do for you?", "No, you've been helpful. Thanks.", "My pleasure. Take care and good luck in office training school.", "Thanks! Have a good day.", "Thanks. You, too.", "Good bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_939_000", "insurance_939_001", "insurance_939_002", "insurance_939_003", "insurance_939_004", "insurance_939_005", "insurance_939_006", "insurance_939_007", "insurance_939_008", "insurance_939_009", "insurance_939_010", "insurance_939_011", "insurance_939_012", "insurance_939_013", "insurance_939_014", "insurance_939_015", "insurance_939_016", "insurance_939_017", "insurance_939_018", "insurance_939_019", "insurance_939_020", "insurance_939_021", "insurance_939_022", "insurance_939_023", "insurance_939_024", "insurance_939_025", "insurance_939_026", "insurance_939_027", "insurance_939_028", "insurance_939_029", "insurance_939_030", "insurance_939_031", "insurance_939_032", "insurance_939_033", "insurance_939_034", "insurance_939_035", "insurance_939_036", "insurance_939_037", "insurance_939_038", "insurance_939_039", "insurance_939_040", "insurance_939_041", "insurance_939_042", "insurance_939_043", "insurance_939_044", "insurance_939_045", "insurance_939_046", "insurance_939_047", "insurance_939_048", "insurance_939_049", "insurance_939_050", "insurance_939_051", "insurance_939_052", "insurance_939_053", "insurance_939_054", "insurance_939_055", "insurance_939_056", "insurance_939_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance. This is Justin. How are you today?", "Hi. Good, thanks. You?", "I'm doing pretty good. Thanks. What can I do for you?", "I'm calling to change my address.", "Ok. I can help with that. I'll need to pull up your account.", "Ok. What do you need?", "Let's start with your name. First and last.", "Johnny Baringer.", "Johnathan?", "#Oh, yes. Johnathan.", "J.o.h.n.a.t.h.a.n.?", "Yep. That's it.", "Ok, and B.a.r.i.n.g.e.r. #Um, your zip?", "Yes. #Uh, three two seven six four.", "Three two seven six four. Great. I've got your account pulled up, now, I need to verify.", "Ok.", "Who was your, what was your favorite teacher's name?", "Missus Lindy.", "Perfect. Thanks for verifying.", "Sure.", "Ok. Change of address. #Uh, I see two policies here. Do you need me to change both?", "#Oh, right. I forgot about the Renters. Renters, right?", "Yes. Renters and Auto.", "Ok. Right. Yes, both.", "Perfect. Did you move already?", "Yes. I'm in the new place.", "Ok. #Um, because you have the auto, I'm wondering if there's a significan't difference in the distance you drive to and from work now.", "#Oh, right, 'cause it might be cheaper if it's less driving.", "Yes.", "#Um, let me think. It's probably about, well, actually, I'm taking the bus most days now, so I'm not driving all the way into downtown.", "Good. That's the kind of info I need here. So, what would you say? Like how many less miles per year will you be driving?", "Probably, like about a hundred miles a week, so that's like, fifty two hundred a year.", "Yes. Ok. Fifty two hundred. Good, that should save you at least a few dollars a month.", "Great!", "I'll put this through and you'll see your new total on next month's bill.", "Thanks!", "My pleasure. Now, for you new address.", "#Oh, right, we haven't changed it yet. .", "Right, sorry. Just wanted to save you some money if we could.", "Definitely. #Um, new address is two eight eight Peachtree.", "Street or Road?", "#Nope, just Peachtree.", "Ok. Is there a unit number?", "#Nope, I was able to rent a real house! First time in my life I'm not in an apartment.", "Well, congratulations! That's great!", "Thanks. It's so nice. No weird noises through the walls. .", "Right. I used to live in a place the walls were so think I could hear all my crazy neighbor's arguments with her mom on the phone.", "#Oh. #Wow. Not fun. .", "Definitely not. Ok, Johnny. Is the new place the same zip?", "Yeah. Same.", "Great. Got it. That should be changed immediately.", "Thanks.", "Sure! Is there anything else I can do for you today?", "#Nope. That's it!", "Great, well, thanks for calling Rivertown Insurance. Have a good weekend!", "#Ah, thanks. You, too.", "Thank you! Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_940_000", "insurance_940_001", "insurance_940_002", "insurance_940_003", "insurance_940_004", "insurance_940_005", "insurance_940_006", "insurance_940_007", "insurance_940_008", "insurance_940_009", "insurance_940_010", "insurance_940_011", "insurance_940_012", "insurance_940_013", "insurance_940_014", "insurance_940_015", "insurance_940_016", "insurance_940_017", "insurance_940_018", "insurance_940_019", "insurance_940_020", "insurance_940_021", "insurance_940_022", "insurance_940_023", "insurance_940_024", "insurance_940_025", "insurance_940_026", "insurance_940_027", "insurance_940_028", "insurance_940_029", "insurance_940_030", "insurance_940_031", "insurance_940_032", "insurance_940_033", "insurance_940_034", "insurance_940_035", "insurance_940_036", "insurance_940_037", "insurance_940_038", "insurance_940_039", "insurance_940_040", "insurance_940_041", "insurance_940_042", "insurance_940_043", "insurance_940_044", "insurance_940_045", "insurance_940_046", "insurance_940_047", "insurance_940_048", "insurance_940_049", "insurance_940_050", "insurance_940_051", "insurance_940_052", "insurance_940_053", "insurance_940_054", "insurance_940_055", "insurance_940_056", "insurance_940_057", "insurance_940_058", "insurance_940_059", "insurance_940_060", "insurance_940_061", "insurance_940_062", "insurance_940_063", "insurance_940_064", "insurance_940_065", "insurance_940_066", "insurance_940_067", "insurance_940_068", "insurance_940_069", "insurance_940_070", "insurance_940_071", "insurance_940_072", "insurance_940_073", "insurance_940_074", "insurance_940_075", "insurance_940_076", "insurance_940_077", "insurance_940_078", "insurance_940_079", "insurance_940_080", "insurance_940_081", "insurance_940_082", "insurance_940_083", "insurance_940_084", "insurance_940_085", "insurance_940_086", "insurance_940_087", "insurance_940_088", "insurance_940_089", "insurance_940_090", "insurance_940_091", "insurance_940_092", "insurance_940_093", "insurance_940_094", "insurance_940_095", "insurance_940_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thanks for calling Rivertown Insurance, this is Mandy, how can I help you?", "Hi. I'm call to add my son to my auto policy.", "Ok. I can help you with that. I can pull your account up with your first and last name, please.", "Sure. It's Roland Becker.", "Great. Roland D.e.c.k.", "No. Becker with a b. as in boy.", "#Oh. Thanks. Becker. Ok, I see your account. I need to verify it my asking you one of your security questions, ok?", "#Uh, sure. Go ahead.", "What was the name of your high school?", "Jay Townsend High School.", "Great. And, can you confirm your zip code, please?", "Yeah, it's five seven two three eight.", "Thanks for verifying your account. Now, let's get your son onto your policy.", "#Yep.", "Is he a new driver?", "Yes. He's turning sixteen next month. .", "Wow. I bet he's excited to drive. .", "Yeah, a little too excited. .", "Yes. I remember I couldn't wait to get my drivers license.", "Yeah, me, too.", "Ok, so I need to ask you a few questions to get him added. Alright?", "Sure. Go ahead.", "I need his first and last name as it is on his drivers or will be on his drivers, wait, does he have a drivers permit?", "Yes.", "Ok, what is his name listed on his drivers permit.", "Joshua Becker.", "Ok. Got it. And, his birthdate?", "Six twenty six o. five.", "#Uh, June twenty sixth, two thousand five. Got it. Ok. Has he taken a drivers ed course?", "Yeah. Last month.", "Ok, they should've sent a certificate of completion via email. Do you have that?", "Yeah, right here.", "Ok. On the top right side of the certificate will be a number. I just need the last six numbers.", "Ok, seven two one four nine five.", "Seven two one four nine five. Great.", "#Yep.", "Ok, and the date in the lower right corner?", "May fifth.", "Five five. Got it. That's got to be lucky right? .", "Gosh, I hope so. He'll need all the luck he can get.", "Right? Teen drivers!", "Yes. Scary.", "Right, well, I'm sure if he's taken the drivers ed class, he'll be fine.", "Let's hope. .", "Alright, so now I'll need to know which of your vehicles he'll be added to.", "#Oh, right, the Honda for sure.", "Got it. Honda Civic. Reliable cars. I had one a few years ago and loved it.", "Exactly. It's our daily driver and hopefully, he can get himself to all his activities now.", "#Oh, that'll be a relief. They get busy as teenagers. .", "I feel like a chauffeur.", "I bet. Ok, so if we add him onto the Honda and you want the same coverage, your policy will increase by twelve hundred per year.", "Ouch.", "Yes. Young drivers are expensive.", "No, I get it. I expected as much.", "#Whew. I'm glad. Some parents get real sticker shock.", "Yeah. Hopefully, he'll be able to get a part-time job to pay for part of that. .", "That would be nice, right?", "#Yep.", "Ok, do you want the same coverage?", "Yes.", "Ok. Thanks. Let me finish up some things here. One moment.", "Sure.", "While I'm thinking about it, I noticed when you called that you are the only one in your family with life insurance with us.", "Yeah.", "Not to be morbid, but now might be a good time to think about life insurance for Joshua. Did you want to look into that today?", "#Oh. Wow. I didn't even think about that. Isn't there a death thing on the auto.", "Yes. Death and dismemberment, but it's not technically life insurance. Usually, I see parents get enough life insurance to cover the costs of buriel.", "#Mhm. That's heavy.", "Yeah. Sorry. Don't mean to be a downer, but I thought I'd mention it.", "Well, let me think about it a minute.", "Sure. Take your time. I'm still finishing up here with the auto.", "Ok.", "Ok. All set with auto.", "Thanks.", "Did you want to look into the life insurance today?", "#Um, it's on your website, right? #Uh, the options?", "Yes.", "Do I need to log in first?", "Yes. And then you can look for the menu on the left of the.", "I'm pretty tech savvy. I'll figure it out.", "#Oh. Perfect.", "Yeah, I should probably talk to my wife about it first before I make any decisions with that.", "I completely understand.", "Thanks, anyway.", "No problem.", "I'll call back if we decide to.", "Sure. Any time. You may not get me, but someone in the life insurance department can help.", "Ok. Great. Thanks.", "My pleasure! So, we're all set adding Joshua. I'll be sending the new policy link to you via email. It may take twenty four hours to process, but you should see it tomorrow. You're email's the same?", "#Yep. Still got the old a.o.l. account. .", "Hey, whatever works, right?", "#Yep!", "Alright, then. Is there anything else I can help you with, mister Becker?", "No, I'm good. Thanks.", "My pleasure! Thanks for trusting Rivertown Insurance and have a great weekend!", "Thanks, you, too! Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_941_000", "insurance_941_001", "insurance_941_002", "insurance_941_003", "insurance_941_004", "insurance_941_005", "insurance_941_006", "insurance_941_007", "insurance_941_008", "insurance_941_009", "insurance_941_010", "insurance_941_011", "insurance_941_012", "insurance_941_013", "insurance_941_014", "insurance_941_015", "insurance_941_016", "insurance_941_017", "insurance_941_018", "insurance_941_019", "insurance_941_020", "insurance_941_021", "insurance_941_022", "insurance_941_023", "insurance_941_024", "insurance_941_025", "insurance_941_026", "insurance_941_027", "insurance_941_028", "insurance_941_029", "insurance_941_030", "insurance_941_031", "insurance_941_032", "insurance_941_033", "insurance_941_034", "insurance_941_035", "insurance_941_036", "insurance_941_037", "insurance_941_038", "insurance_941_039", "insurance_941_040", "insurance_941_041", "insurance_941_042", "insurance_941_043", "insurance_941_044", "insurance_941_045", "insurance_941_046", "insurance_941_047", "insurance_941_048", "insurance_941_049", "insurance_941_050", "insurance_941_051", "insurance_941_052", "insurance_941_053", "insurance_941_054", "insurance_941_055", "insurance_941_056", "insurance_941_057", "insurance_941_058", "insurance_941_059", "insurance_941_060", "insurance_941_061", "insurance_941_062", "insurance_941_063", "insurance_941_064", "insurance_941_065", "insurance_941_066", "insurance_941_067", "insurance_941_068", "insurance_941_069", "insurance_941_070", "insurance_941_071", "insurance_941_072", "insurance_941_073", "insurance_941_074", "insurance_941_075", "insurance_941_076", "insurance_941_077", "insurance_941_078", "insurance_941_079" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi. Thanks for calling Rivertown Insurance. My name is Sylvia. What are you calling about today?", "I need to change my plan, auto plan.", "Ok. I can help you with that.", "Thanks.", "Can I get your name to pull up your account?", "Yeah, it's Justin Beales.", "Thanks. Can you spell your last name, please?", "B.e.a.l.e.s.", "Thank you.", "#Mhm.", "Can I get your birthdate?", "April seventh, sixty eight.", "Four seven, ok. Thanks. I've got your account here. Can you verify it by answering one of your security questions?", "Yeah.", "What is your mother's maiden name?", "Stanley.", "Great. Thanks.", "#Mhm.", "Ok, you'd like to change your auto plan.", "Yes.", "Do you know anything about our other plans?", "Only that you have some. .", "Got it. No problem. I see you're in our Basic plan, so the other two plans we have are the Preferred and the Compete plans.", "Ok. #Um, how much are each of those?", "Sure. As long as none of your driving information has changed, the Preferred is fifteen hundred a year and the Complete plan is two thousand per year.", "None of my info has changed, so, fifteen hundred and two thousand. Ok. So, what are the coverages for each?", "The Preferred is going to cover one hundred fifty thousand dollars in under and un-insured and seventy five thousand in liability.", "#Mhm. One fifty and seventy five.", "Yes, and the Complete is two hundred thousand for under insured and un-insured and for liability, it's one hundred thousand.", "Two hundred and one hundred. Got it. So, how much are the monthly payments for each?", "#Um, one moment. The Preferred is one twenty five a month and, the Complete is one sixty six, sixty seven.", "Ok. One twenty five and one sixty six-ish. Got it.", "#Oh, also you already are, you're already set up for automatic payments and electronic billing, so your five percent discount would apply to the new plan, also.", "Great, so a few dollars less than the prices you told me?", "Yeah. A few dollars.", "Thanks. So, give me one second. I want to think about this for a minute before I decide.", "Sure. Take your time.", "Well, if I, I could probably do the Preferred pretty easily, so let's just go ahead with that one.", "I can do that. Give me one minute while I get this changed for you.", "No problem.", "I need to make sure your address is current. I have j.b.s.f.u.n.n.y. at gmail.", "Actually, I just changed it. It's gmail, but it's b.e.a.l.e.s. funny instead.", "Great. One moment. B.e.a.l.e.s. funny at gmail. Ok. That's changed.", "Thanks.", "And, for the record, I need to ask you a few questions about your driving record.", "Ok.", "Have you been involved in a vehicle accident in the last two years?", "No.", "Ok. Thanks. Have you received any traffic violations in the last two years?", "No.", "Thanks. How many miles do you travel in a year?", "The same.", "Ok and I show twelve thousand on your account.", "#Yep. That's good.", "Thanks. And, your address is the same? On Avery Street?", "Yes. The same.", "Ok. Great! And, your phone number is three two seven, six six five, five six nine eight?", "Yes. That's my cell.", "Ok. #Um, did you want me to add another number to your account?", "No, it's the only one I have.", "Ok. No problem. Is your driver's license number the same?", "#Yep. All the same. Pretty boring. .", "Got it.", "I thrive on consistently, apparently. .", "I totally understand. Ok, is your card, the payment method still the same?", "Yes.", "Can you confirm the numbers on the back of your card?", "Sure. They are four three eight.", "Ok. Thanks. Got it. Ok, Justin, I've got everything updated and your new plan has been processed. You'll be receiving an email confirmation of your plan change and a copy of your policy will be attached. Do you have any further questions or is there anything else I can do for you?", "#Oh, no. That's it. Thanks so much.", "No problem.", "#Oh, actually, when will my first payment for the new plan come out?", "All payments are processed on the first of each month.", "Great. Thanks.", "Anything else?", "#Nope. That'll do it.", "Ok, well, thanks for calling Rivertown Insurance and have a good day.", "Thanks, you, too. Bye.", "Thanks, bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_942_000", "insurance_942_001", "insurance_942_002", "insurance_942_003", "insurance_942_004", "insurance_942_005", "insurance_942_006", "insurance_942_007", "insurance_942_008", "insurance_942_009", "insurance_942_010", "insurance_942_011", "insurance_942_012", "insurance_942_013", "insurance_942_014", "insurance_942_015", "insurance_942_016", "insurance_942_017", "insurance_942_018", "insurance_942_019", "insurance_942_020", "insurance_942_021", "insurance_942_022", "insurance_942_023", "insurance_942_024", "insurance_942_025", "insurance_942_026", "insurance_942_027", "insurance_942_028", "insurance_942_029", "insurance_942_030", "insurance_942_031", "insurance_942_032", "insurance_942_033", "insurance_942_034", "insurance_942_035", "insurance_942_036", "insurance_942_037", "insurance_942_038", "insurance_942_039", "insurance_942_040", "insurance_942_041", "insurance_942_042", "insurance_942_043", "insurance_942_044", "insurance_942_045", "insurance_942_046", "insurance_942_047", "insurance_942_048", "insurance_942_049", "insurance_942_050", "insurance_942_051", "insurance_942_052", "insurance_942_053", "insurance_942_054", "insurance_942_055", "insurance_942_056", "insurance_942_057" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning! Thanks for calling Rivertown Insurance. My name is Roland. What can I do for you today?", "Hi. Well, I seem to have misplaced my insurance card.", "No problem. What did you need your card for specifically?", "#Uh, just to have my proof of insurance for my bank.", "#Oh. Ok. So did you just buy a new car?", "Yeah. I have loadn and I need to show them I have full coverage.", "Got it so the policy you have is for your new car, or your old car?", "It's for my new car, but the bank said they didn't receive the policy number from me even though I thought I added it to the loan paperwork.", "#Oh, I see. So, really, you just need to give them your policy number?", "Yeah. That's right. But I also need my card for proof. Like if I get stopped by a cop.", "#Oh, sure. I understand. I'll need to pull up your account first.", "Ok.", "Let me get your first and last name, please?", "Denny Mallard.", "Did you say Denny or Benny?", "Denny with a d.", "Thanks. Is that short for Dennis?", "#Oh, yes. It's under Dennis.", "Thanks. Ok, and your birthdate?", "Three seven sixty five.", "March seven, sixty five.", "#Yep.", "Ok. Thanks. I need to ask you one of your security questions to verify your account, ok?", "#Mhm. Go ahead.", "What is the name of your first pet?", "Mango. She was a sweet baby.", "#Ah. Nice. Was she a dog?", "#Nah, a cat. A fat little cat. .", "Thanks for verifying. Ok, so I see here that you have two vehicle with policies. Which one do you need the number, the policy number and card for?", "The Kia.", "Got it. So, let me know when you're ready for the number.", "Yeah. Sure, go ahead.", "Ok, it's six seven two.", "#Mhm.", "Three zero zero.", "#Mhm.", "Three two nine seven.", "#Mhm. That's it?", "#Yep. That's it.", "Ok, so, six seven two three o. o. three two nine seven?", "#Yep.", "Ok, so what about the card?", "Sure. So, the card, I can send a copy of the card to you via email. Does that sound good?", "Yeah, but can I get it on the website? On my account?", "#Oh, sure. Have you registered for an online account yet?", "If I did, it was a long time ago.", "Ok, no worries. If you can't remember your password, you can always reset it.", "Right. So, where do I find the card? The download?", "#Oh, sure, so once you log in, just go to your dashboard, which is I think it's the landing page after you log in, then you find My Documents, then under that you'll find the, a, copy of your insurance card.", "Perfect. I think I got it.", "Great and if you have any questions, just give us a call back.", "Ok. Will do. Thanks.", "You're welcome. Is there anything more I can do for you?", "#Nope, that's it. Thanks, again.", "No problem and thanks for calling Rivertown Insurance. Have a great weekend!", "#Oh, thanks. You do the same.", "Thank you. Good bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_943_000", "insurance_943_001", "insurance_943_002", "insurance_943_003", "insurance_943_004", "insurance_943_005", "insurance_943_006", "insurance_943_007", "insurance_943_008", "insurance_943_009", "insurance_943_010", "insurance_943_011", "insurance_943_012", "insurance_943_013", "insurance_943_014", "insurance_943_015", "insurance_943_016", "insurance_943_017", "insurance_943_018", "insurance_943_019", "insurance_943_020", "insurance_943_021", "insurance_943_022", "insurance_943_023", "insurance_943_024", "insurance_943_025", "insurance_943_026", "insurance_943_027", "insurance_943_028", "insurance_943_029", "insurance_943_030", "insurance_943_031", "insurance_943_032", "insurance_943_033", "insurance_943_034", "insurance_943_035", "insurance_943_036", "insurance_943_037", "insurance_943_038", "insurance_943_039", "insurance_943_040", "insurance_943_041", "insurance_943_042", "insurance_943_043", "insurance_943_044", "insurance_943_045", "insurance_943_046", "insurance_943_047", "insurance_943_048", "insurance_943_049", "insurance_943_050" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello this is Ron. Thanks for calling Rivertown Insurance. What can I help you with today?", "Hi there. I am needing to let someone know my new address. I just moved and want to update my information.", "Alright I would be more than happy to help you with that today ma'am. Can you please tell me your first and last name?", "Yes my name is Laura McCarthy.", "Thank you Laura. Let's look up your account here. Can you please tell me your account number?", "Oh sorry but I don't know it.", "Ok no worries we can still access it by asking you a few questions just to verify your identity if you don't mind?", "Sure let's just do that.", "Ok can you please tell me your date of birth?", "Yes my birthday is September fifteenth.", "and the year you were born?", "Oh yeah sorry nineteen ninetynine.", "Ok so I have nine fiftenn ninety nine.", "Mm hmm. Yep thats right.", "Next I will need your social security number please.", "Ok thats five six zero one four nine eight three seven.", "Let me just read that back to you real quick I heard five six zero one four nine eight three seven. Is that right?", "Yeah thats right.", "Okay now I will need you to answer this security question. What was the name of your childhood best friend?", "Hmm let's go with Kristina.", "That matches what we have here. Wonderful I have your account here open in front of me now. What changes did you need to make?", "Uh well I moved. So my address.", "That's right a change of address. Let me see here I can help you with that in just a moment. Do you mind holding for a brief moment?", "Uh ok I guess so.", "I apologixe for the wait I was just having some technical difficulties here but it looks like we are good to go now. please verify the address we have on file here.", "Sure that should be seven seven four nine Decatur Street Memphis Tennessee seven three one one eight.", "Okay great. Now can you please tell me your new address?", "Yep it is six fourty two Nimitz Lane Dallas Texas three seven eight two two.", "Okay do you mind please spelling Nimitz for me?", "Yeah sure N I M I T Z.", "Thanks for that. Ok let me just read this back you real quick I have six four two Nimitz Lane Dallas Texas three seven eight two two.", "Yes that's it.", "Wonderful. How are you liking Dallas so far? I hear it is a great place to live.", "Eh it is okay. Just getting settled and I haven't got a chance to explore too much yet. We'll see it home for now.", "Well hopefully you can get out soon and explore the area.", "Yeah that's the plan we will see if I ever find the time .", "Okay so we have your address updated in the system. You will start receiving your correspondence from Rivertown Insurance at your new address beginning most likely next week.", "Cool that's great. Thanks for you help.", "Can I send you confirmation of your address change to your email address?", "Uh sure but actually what email address do you have for me there?", "I have LalaMcCarthyseven at xyz dot com.", "Oh yeah I guess that works. I have several emails these days wanted to make sure I will see it.", "Is this the email address you'd like me to keep on file for you? I am happy to change it for you if you'd like?", "No oh no that one works. That's the best one for sure.", "Okay great. I just emailed you confirmation of your address change. You should be receiving that any minute.", "Cool thanks.", "Before I end this call is there anything else I can do for you today?", "No I think I am good. Time to unpack .", "Well best of luck to you in your new home. Hope you are able to get out and explore a bit!", "Thanks I am sure I will eventually. Thanks again. Bye Bye.", "Goodbye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_944_000", "insurance_944_001", "insurance_944_002", "insurance_944_003", "insurance_944_004", "insurance_944_005", "insurance_944_006", "insurance_944_007", "insurance_944_008", "insurance_944_009", "insurance_944_010", "insurance_944_011", "insurance_944_012", "insurance_944_013", "insurance_944_014", "insurance_944_015", "insurance_944_016", "insurance_944_017", "insurance_944_018", "insurance_944_019", "insurance_944_020", "insurance_944_021", "insurance_944_022", "insurance_944_023", "insurance_944_024", "insurance_944_025", "insurance_944_026", "insurance_944_027", "insurance_944_028", "insurance_944_029", "insurance_944_030", "insurance_944_031", "insurance_944_032", "insurance_944_033", "insurance_944_034", "insurance_944_035", "insurance_944_036", "insurance_944_037", "insurance_944_038", "insurance_944_039", "insurance_944_040", "insurance_944_041", "insurance_944_042", "insurance_944_043", "insurance_944_044", "insurance_944_045", "insurance_944_046", "insurance_944_047", "insurance_944_048", "insurance_944_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for holding. this is Barbara with Rivertown Insurance Billing department. How can I asist you today?", "Hi. I want to cancel my automatic payments.", "I can certainly help you with that.", "good.", "Can I get your name please?", "My name is Sally.", "Ok Sally what is your last name?", "My last name is Finn.", "Miss Funn would you mind spelling your last name for me?", "Uh ok. It is F I N N.", "Thank you miss Finn. In order to verify your account I will need to ask you a few questions.", "Seriously? I am kind of in a hurry. I ok.", "I understand. I will do my best to get this done as quickly as possible. First what is your address?", "Fifty seven sixty three Juniper Street. Palm Desert California nine six two four seven.", "Ok let me repeat that back to you, five seven six three Juniper Street Palm Desert California zip code nine six two four seven?", "yep. Thats right.", "Ok great. Can you now provide me with your social security number?", "really? ok it is five four six three seven eight one one one.", "Ok so I have five four six three seven eight one one one. That's three ones at the end?", "yep. Thats right.", "One last thing before we can access and make changes to your account. Can you please answer the following security question.", "okay..", "What was the name of your first pet?", "Oh that would be Goldie.", "Can you spell Goldie for me please?", "okay G O L D I E. Goldie was a fish.", "Ok looks like I have your account up here now what changes were you looking to make today?", "I want to cancel my automatic billing. It is frustrationg to me to get billed when I am not expecting certain charges. They keep taking out more than I expect.", "I am sorry to hear that. Should w take a look at the charges to verify what they are for?", "No no.I already have done that. I just want to cancel. I already know what I want.", "Ok we can certainly take care of this for you. We will need to set up a bill date for you. You will need to send payment by mail each month or you can pay using our website. It looks like your automatic payments are being withdrawn on the tenth of each month. Would you like to keep your due date the tenth?", "Yes, the tenth works. Will I get a bill in the mail now? Cause I never did before.", "You are currently enrolled for paperless billing but I can chage your settings if you would like to receive a paper copy of your bill?", "Oh that's right. I forgot I had enrolled in that. no lts keep it paperless.", "Okay what date would you like your due date to be each month?", "Uh I will keep it the tenth actually. Ya the tenth.", "Fantastic. Can I verify your email address to make sure we have it correct?", "Sure. My email address is Sfinn at ggg dot com.", "Ok I do show that we have Sfinn at ggg dot com listed here. Looks like that is correct.", "okay..", "So Miss Finn, I just wanted to make sure we are meeting your needs. We have now canceled your automatic billing and you will receive a bill now by email each month. Your payment will be due on it looks like the tenth of each month. Late fees will be applied if the payment is over five days late.", "Okay. Thanks.", "If you would ever like to re enroll in our automatic billing plan please contact us and an agent will help you set that back up.", "Okay. So has my payment already been taken out this month? Can you check on there for me?", "Sure thing. Yes it looks like a payment of two hundred seventy two dollars and forty cents was paid. Your next billing cycle is when your new payment preferences will take place.", "Okay. Got it. So we are all set then.", "Yes Miss Finn. It has been a pleasure speaking with you today. Please let me know if there is anything else I can do.", "Nope that's it. Thanks.", "Well you have a wonderful rest of your day then. Thanks for calling.", "You too. Goodcbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_945_000", "insurance_945_001", "insurance_945_002", "insurance_945_003", "insurance_945_004", "insurance_945_005", "insurance_945_006", "insurance_945_007", "insurance_945_008", "insurance_945_009", "insurance_945_010", "insurance_945_011", "insurance_945_012", "insurance_945_013", "insurance_945_014", "insurance_945_015", "insurance_945_016", "insurance_945_017", "insurance_945_018", "insurance_945_019", "insurance_945_020", "insurance_945_021", "insurance_945_022", "insurance_945_023", "insurance_945_024", "insurance_945_025", "insurance_945_026", "insurance_945_027", "insurance_945_028", "insurance_945_029", "insurance_945_030", "insurance_945_031", "insurance_945_032", "insurance_945_033", "insurance_945_034", "insurance_945_035", "insurance_945_036", "insurance_945_037", "insurance_945_038", "insurance_945_039", "insurance_945_040", "insurance_945_041", "insurance_945_042", "insurance_945_043", "insurance_945_044", "insurance_945_045", "insurance_945_046", "insurance_945_047", "insurance_945_048", "insurance_945_049", "insurance_945_050", "insurance_945_051", "insurance_945_052" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi there, thank you for calling Rivertown Insurance, this is Becky speaking. How can I be of assistance?", "#Um, yes, hi. I would, need help with creating my account, I enrolled a few days ago. Actually it was, I think last Thursday, on the twenty seventh.", "Alright. I can definitely help you with that.", "Thanks.", "Mhm. Sure! Can I have your name?", "#Uh, yes, it's Jeremy Hudson.", "Okay, and just to make sure, that's j. e. r. e. m. y., is that correct?", "Yep.", "And your last name is h. o. u. s. t. o. n., correct?", "No, no, it's Hudson, like the Hudson River.", "Oh, I'm sorry, I apologize for that.", "it's okay.", "so that's h. u. d. s. o. n., is that correct?", "Yep, that's it.", "Okay, thanks for that.", "Mhm.", "Okay, and Jeremy, for security purposes, can you confirm your social for me?", "#Um, yeah, sure, it's five oh nine, eight five, four eight nine seven.", "Okay, one sec while I locate your file.", "Okay.", "Alright Jeremy, and which insurance plan did you enroll in, with us?", "The Pet insurance. For my cat, Tibbles.", "Awe, what a sweet name!", "thanks, my daughter named him.", "that's nice. Okay, and do you remember which Pet Insurance you purchased?", "#Um...", "So there's the Petcare Basic, for five-hundred per year, and then the.", "Uh, yes, it was that one. The one for five hundred.", "Okay, great! So let's set you up for your account, then.", "Okay.", "Okay, let's start with your address.", "#Um, okay. my address is nineteen twenty-eight, Columbia Road.", "Mhm.", "in Laurel, Delaware.", "In Laurel, Delaware, alright. Zipcode?", "Yep zip code is one nine nine five six.", "alright, mister Hudson, thank you for that.", "Mhm.", "Okay and what is the best telephone number to reach you at?", "Oh, right, my number's four eight four, two six six, ninety-nine, fourty-four.", "Alright let me repeat that back to you, that's four eight four, two six six, nine nine, four four?", "#Um, yeah, that's right.", "Okay. What is the best email to reach you at?", "D- do you really need my email? sorry, I mean.", "Oh, it's okay mister Hudson. Well to set up your online account we'll need your email, and that'll be your username.", "okay.", "And then we'll send you a confirmation email where you'll be able to input a password from there.", "right. It's jhudson four sixty-six at gmail dot com.", "Great. Are there any other questions you have for me at this time?", "#Uh, n-no, I don't think so.", "Okay, make sure to look for that confirmation email in about fifteen minutes and thank you for being a customer of Rivertown Insurance. You have yourself a wonderful day.", "Thanks you do the same.", "Thanks, bye-bye now." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_946_000", "insurance_946_001", "insurance_946_002", "insurance_946_003", "insurance_946_004", "insurance_946_005", "insurance_946_006", "insurance_946_007", "insurance_946_008", "insurance_946_009", "insurance_946_010", "insurance_946_011", "insurance_946_012", "insurance_946_013", "insurance_946_014", "insurance_946_015", "insurance_946_016", "insurance_946_017", "insurance_946_018", "insurance_946_019", "insurance_946_020", "insurance_946_021", "insurance_946_022", "insurance_946_023", "insurance_946_024", "insurance_946_025", "insurance_946_026", "insurance_946_027", "insurance_946_028", "insurance_946_029", "insurance_946_030", "insurance_946_031", "insurance_946_032", "insurance_946_033", "insurance_946_034", "insurance_946_035", "insurance_946_036", "insurance_946_037", "insurance_946_038", "insurance_946_039", "insurance_946_040", "insurance_946_041", "insurance_946_042", "insurance_946_043", "insurance_946_044", "insurance_946_045", "insurance_946_046", "insurance_946_047", "insurance_946_048", "insurance_946_049", "insurance_946_050", "insurance_946_051", "insurance_946_052" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi, thank you for calling Rivertown Insurance helpline. My name is Sally. How may I help you?", "Hi Sally, my name is Oliver. How are you today?", "I'm doing great, thanks for asking. How about you?", "Well, same old same old. Thankful for the gift of life.", "Yeah. How can I be of assistance to you Oliver?", "I recently moved from my previous residence and would like to get my residence address updated.", "Okay. I'm gonna get that done for you.", "Great.", "Please provide your customer number.", "Hold the line please while I get that.", "Okay.", "I can't seem to find it on my phone, give me a second let me check my mail.", "Take your time Oliver.", "Alright got it. That's four oh nine one three three five six.", "Please confirm the full name and date of birth on the account.", "Oliver Krantz.", "And the date of birth?", "Fourteenth of May, nineteen seventy one.", "Please confirm your previous address you want to take out of your account.", "That was two oh one Roosevelt boulevard, Annapolis, Maryland.", "Please provide your new residential address.", "My new address is ninety-nine Baker street, Baltimore, Maryland.", "And your zip code.", "I believe it's five one three three nine. Please hold let me get that confirmed.", "Okay.", "I got a figure wrong. It's actually five one eight three nine.", "Got it. Please confirm address. Ninety-nine Baker street, Baltimore, Maryland. Zip code five one eight three nine.", "Yeah that's it.", "Your address has been successfully updated. Is there anything else I can do for you?", "So my son called a few days back and mentioned his office in LA makes it mandatory to be insured with the company's HMO.", "Okay.", "What do you advise? Should I keep him on my account as a dependent or do I take him off my account. He did call to say I should take him off so my premiums would be reduced.", "Well it depends. If the HMO has all the coverage we have here and more then it would be advisable to take him off your account as a dependent.", "He did mention the policy has got the same coverage with some added benefits as a staff.", "Oh okay. That sounds good. Perhaps you should go ahead and take him off your account.", "Okay then. I'll go ahead and do just that.", "Okay. I'm gonna need you to provide the policy number.", "That's seven one nine four one three nine five two three.", "Please provide your dependent's first name.", "Charles.", "And his last name?", "Krantz.", "Please confirm you want to remove Charles Krantz from your plan.", "Confirm.", "Done.", "Thank you so much.", "Is there anything else you would like me to help you with?", "I believe that would be all for now.", "Thank you so much for choosing Rivertown Insurance.", "Always a pleasure.", "Do have a nice day.", "Thanks, you too. Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Thank you for calling Rivertown Insurance helpdesk. My name is Alice. Who's on the line?", "Hi Alice, my name is Trish.", "How may I help you Trish.", "I recently just lost my dad.", "Oh my God, I'm so sorry.", "Yeah thanks. So yeah I just lost my dad and I'm calling to file a life claim.", "I'm so sorry for your loss Trish. In order to file a claim, there's a list of information and documents you're gonna be required to provide.", "Yeah that's why I'm calling. Can you please guide through every step and what documents I would need to provide?", "Of course. Have you got your dad's policy number?", "Yes I do. Please hold for a second.", "Okay.", "My dad's policy number is seven one nine nine three five one six two four.", "Please confirm the full name and date of birth on this policy.", "My dad's full name is Raymond Curtis. His date of birth is the fifteenth of August, nineteen seventy two.", "Please confirm insured state and street address.", "Ten Benedict Avenue, Chicago, Illinois.", "What was the cause of death?", "Cancer.", "I'm so sorry Trish.", "It's okay Alice.", "What day did he pass on?", "that was last week. On the twenty-fourth.", "Twenty-fourth of July, twenty-twenty one.", "Yeah.", "We're gonna need you to provide a copy of your dad's death certificate.", "I've got that already.", "Okay. I'll forward a claim form to you to fill out. You're gonna fill that form and send together with the death certificate.", "Will that be forwarded to my e-mail address?", "Yes. You're gonna have to provide us with your e-mail address.", "My e-mail address is Trish Curtis one oh one at Gmail dot com.", "Trish Curtis one oh one at Gmail dot com.", "Yeah that's it.", "Okay the claim form has been forwarded to your mail.", "Thank you so much. As soon as I get off the call, I will get it the form filled, signed and forwarded together with a copy of the death certificate.", "Great.", "how long is it gonna to get my claim processed?", "Putting a timeline to it. I will say between one to three weeks.", "Okay.", "It really depends on the availabilty of all information and documents required.", "Thank goodness I've got all documents ready.", "Yeah. I've got a question for you Trish. How do you choose to receive the death benefit?", "what do you mean how?", "You could get a lump sum payment which is the entire benefit at once.", "What are the alternatives?", "You could get annuities where the benefit is invested then paid back to you as an annual payment for a predetermined number of years.", "The annuities sounds like a better option. I'll think about it.", "Okay Trish. Is there anything else I can do for you?", "I was a dependent of my dad's health insurance policy. I would like to open up an account now that he's gone.", "That's a good idea Trish. Would you like to get started right away?", "Yeah.", "Great. I'm gonna need you to provide some information.", "Okay.", "Please provide your full name and date of birth.", "My full name is Trish Curtis.", "Your date of birth?", "That's seventeenth of January, nineteen ninety-one.", "Please provide your mobile number, e-mail address and residential address.", "My mobile number is two oh one.", "two oh one.", "Three one three.", "Three one three.", "Five one nine four.", "Five one nine four.", "Your mobile number is two oh one three one three five one nine four. Please confirm.", "Correct.", "Correct. Email address is Trish Curtis one oh one at Gmail dot com.", "Trish Curtis one oh one at Gmail dot com. Please confirm.", "Correct.", "Your house address?", "Ten Benedict Avenue, Chicago, Illinois.", "Zip code?", "My zip code is seven oh eight nine one.", "Address is ten Benedict avenue, Chicago, Illinois. Seven oh eight nine one. Please confirm.", "Yeah that's it.", "Finally I'm gonna need your social security number.", "My SSN is three four four.", "Three four four.", "Nine one.", "Nine one.", "Eight one three five.", "Eight one three five.", "Correct.", "Just a moment while your account gets ready.", "Okay.", "Done. A text message containing your customer number has been forwarded your mobile number. Please confirm.", "Hi Trish, your customer number is nine one five five one three five two.", "Perfect. Your account is up.", "Thank you so much for your help. I'll go ahead and respond to my e-mail now.", "Once again I'm so sorry for your loss Trish. Please stay strong.", "I will. Thank you so much, you're far too kind.", "Is there anything else I can help you with?", "I believe that'll be all for now.", "Thank you so much for choosing Rivertown Insurance.", "Sure. Have a nice day.", "Thanks, I will. You too.", "Sure. Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }