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{ "turn_id": [ "insurance_000_000", "insurance_000_001", "insurance_000_002", "insurance_000_003", "insurance_000_004", "insurance_000_005", "insurance_000_006", "insurance_000_007", "insurance_000_008", "insurance_000_009", "insurance_000_010", "insurance_000_011", "insurance_000_012", "insurance_000_013", "insurance_000_014", "insurance_000_015", "insurance_000_016", "insurance_000_017", "insurance_000_018", "insurance_000_019", "insurance_000_020", "insurance_000_021", "insurance_000_022", "insurance_000_023", "insurance_000_024", "insurance_000_025", "insurance_000_026", "insurance_000_027", "insurance_000_028", "insurance_000_029", "insurance_000_030", "insurance_000_031", "insurance_000_032", "insurance_000_033", "insurance_000_034", "insurance_000_035", "insurance_000_036", "insurance_000_037", "insurance_000_038", "insurance_000_039", "insurance_000_040", "insurance_000_041", "insurance_000_042", "insurance_000_043", "insurance_000_044", "insurance_000_045", "insurance_000_046", "insurance_000_047", "insurance_000_048", "insurance_000_049", "insurance_000_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 Jane at Rivertown Insurance. How can I help you today?", "Hi, this is Joe Last and I would like to pay my auto insurance bill.", "Okay mister Last. I can help you with payment. #Ah first I will need your account number please.", "#Ah I do not have it with me. Is there another way to find my account?", "Of course mister Last. One moment. What is your current address on your account?", "Two four six eight Rural Lane. Hometown MI eight six four two zero.", "Two four six eight Rural Lane. Hometown MI eight six four two zero. Is that correct mister Last?", "#Um. Yes and you can call me Joe.", "Alright Joe. May I have your current phone number please.", "Area code five eight two one seven four zero three six nine.", "Eight five two one seven four zero three six nine, correct?", "#Uh no. It's five eight one two.", "#Oh I'm sorry. Let's try this again. Okay five eight two", "One seven four zero three six nine.", "Okay let me repeat five eight two one seven four zero three six nine. Correct?", "Uh huh. Yes.", "Great. Thanks Joe. Now do you remember your security question for the account?", "Oh I'm not sure", "It would have been the one you set up whe-", "#Ah I think I remember my father's middle name right?", "That's corrrect Joe.", "Okay, dad's middle name is Christop-no Charles. I hope .", "Yes that's correct mister Joe.", "Whew. And my pin number is nine seven one three.", "Great and I also need your date of birth please.", "My birthday is one one sixty one.", "Alright Joe almost done. let's see January first nineteen sixty one. Correct?", "Yep. I'm getting old. ", "Aren't we all Joe, aren't we all.", "Should get a getting old discount #eh?", "#Oh I wish I could Joe, but you have some great discounts already.", "Ju-just thought I'd try. ", "Okay Joe. Your account number is two three one five six four eight seven nine.", "Wait let me write that down. Okay can you repeat that, what was your name again?", "Jane, are you ready?", "Ye- oh wait a moment.", "Not a problem.", "Ready Jane. Shoot.", "Two three one.", "Two three one.", "Five six four.", "Five six four.", "Eight seven nine.", "Eight seven nine. I'm sure I'll misplace this too.", "No problem. Whenever you call you'll just have to go through this process and an agent can assist you.", "#Oh I'm sure I'll meet all of the agents, soon-sooner or later.", "We love to meet our customers sooner than later.", "So what is my payment?", "Okay Joe. I'm showing that you are current right now and no payment is due until September.", "Whoa. Really. Well okay Jane. I'm going to take your word for it. Thank you. Talk to you in September.", "Is there anything else that I can help you with today mister Joe Last? Hello, Joe. Are you still there?" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [] ] }

{ "turn_id": [ "insurance_001_000", "insurance_001_001", "insurance_001_002", "insurance_001_003", "insurance_001_004", "insurance_001_005", "insurance_001_006", "insurance_001_007", "insurance_001_008", "insurance_001_009", "insurance_001_010", "insurance_001_011", "insurance_001_012", "insurance_001_013", "insurance_001_014", "insurance_001_015", "insurance_001_016", "insurance_001_017", "insurance_001_018", "insurance_001_019", "insurance_001_020", "insurance_001_021", "insurance_001_022", "insurance_001_023", "insurance_001_024", "insurance_001_025", "insurance_001_026", "insurance_001_027", "insurance_001_028", "insurance_001_029", "insurance_001_030", "insurance_001_031", "insurance_001_032", "insurance_001_033", "insurance_001_034", "insurance_001_035", "insurance_001_036", "insurance_001_037", "insurance_001_038", "insurance_001_039", "insurance_001_040", "insurance_001_041", "insurance_001_042", "insurance_001_043", "insurance_001_044", "insurance_001_045", "insurance_001_046", "insurance_001_047", "insurance_001_048", "insurance_001_049", "insurance_001_050", "insurance_001_051", "insurance_001_052", "insurance_001_053", "insurance_001_054", "insurance_001_055", "insurance_001_056", "insurance_001_057", "insurance_001_058", "insurance_001_059", "insurance_001_060", "insurance_001_061", "insurance_001_062", "insurance_001_063", "insurance_001_064", "insurance_001_065", "insurance_001_066", "insurance_001_067", "insurance_001_068", "insurance_001_069", "insurance_001_070", "insurance_001_071", "insurance_001_072", "insurance_001_073", "insurance_001_074", "insurance_001_075", "insurance_001_076", "insurance_001_077", "insurance_001_078", "insurance_001_079", "insurance_001_080", "insurance_001_081", "insurance_001_082", "insurance_001_083", "insurance_001_084", "insurance_001_085", "insurance_001_086", "insurance_001_087", "insurance_001_088", "insurance_001_089", "insurance_001_090", "insurance_001_091", "insurance_001_092", "insurance_001_093", "insurance_001_094", "insurance_001_095", "insurance_001_096", "insurance_001_097", "insurance_001_098", "insurance_001_099", "insurance_001_100", "insurance_001_101" ], "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", "Agent", "Agent", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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 this is Allision with Rivertown Insurance, returning a call to mister Pritchard.", "Finally! I've been waiting an hour, and I was on hold for a half hour before that!", "I'm very sorry, sir. We've had a high call volume today. How can I help you?", "I need to file a car accident claim.", "Okay, sir, I just need to get some information from you to confirm your identity.", "But you called me! I already did this earlier.", "Yes sir, but you spoke to another agent and it's our policy to confirm each time.", "Fine. My name's Richard Pritchard. Birthdate seven eighteen sixty one.", "Thank you. And can I get your phone number and social security number?", "The guy before only asked for my account number.", "Yes sir, we have different ways of confirming a customer's identity.", "That's stupid. You should all be on the same page!", "I'm sorry, sir. Can I get those numbers?", "Two oh two five five five.", "Okay. Go on.", "Oh one four three.", "Thanks. And your social?", "#Uh nine three eight sixty four eighty nine fifty two.", "Great, thank you. I'll just need you to answer a security question.", "Fine.", "What is the name of your high school?", "Rydell High.", "Okay, thank you mister Prichard. You said you need to file an auto accident claim?", "Yeah. I wanted to do it online but the website said to call. There's no easier way to do it?", "Yes sir. We actually have an app you can download for your convenience.", "I don't have the app.", "It's pretty useful and if you download it, you'll be able to check the status of your claim when we're done here.", "I guess. But it's stupid, you should just be able to use the website.", "Sorry, sir. #Er can you tell me when your accident happened?", "Yeah, yesterday. Guy stopped short and I rear ended him. Wasn't my fault.", "Okay. So that was August fifth? About what time?", "Yeah, yesterday, August fifth. And it was in the morning about eight thirty.", "So the accident ocurred at eight thirty a.m. Okay. And this was St. Louis, Missouri?", "Nah, I was in Granite City. Had an off site work meeting.", "Okay, sir. Can you tell me what exactly happened?", "Yeah, I was behind this guy when someone cut him off. He stopped short and I hit him. We were going about thirty miles per hour. I was watching the road, but he slammed on his brakes.", "Were you able to exchange insurance info?", "No, I pulled over, but that jerk drove off. I have a dash cam, though. I got everything on video.", "Did you get the other driver's license plate number?", "I didn't write it down. But it's probably on the recording.", "Okay, great. We can get that footage from you and review it for your claim.", "How?", "I'll email you a link to a website form where you can upload it. Or you can do it on the app.", "Okay. What email do you have for me?", "richard.pritchard at yuhoo dot com?", "No, now it's richpritch at umail dot com.", "Good, thank you, I'll send that email now.", "Wait, no it's actually richppritch at umail dot com.", "Okay, the email is sent.", "Good.", "Can you tell me where you hit the other vehicle?", "#Uh on the road.", "Yes sir, I meant where on the other vehicle. Did you hit their bumper head on, did you the clip the side?", "Yeah, I kind of jerked the steering wheel and clipped the right side of his bumper.", "Is there damage to your vehicle?", "Yes, there's a dent in my front bumper and the paint's scraped.", "We'll send an adjuster to assess the damage to your vehicle after the claim is processed.", "Okay. I took pictures of my car right after it happened.", "#Ah if you'd like to upload them to the app or to the same site as your dash cam footage, that would be helpful.", "Sure, I can do that.", "Great. Are there any other ", "When is someone coming to make the assessment?", "Oh you'll be called to schedule an appointment within the next few days. Or you can do it on the app.", "Well I hope they call soon. Without me waiting so long or being on hold this time.", "Yes sir. So, are there any other details about your accident you'd like to include in your claim?", "#Uh it was raining yesterday morning. Well, kind of drizzling.", "Okay, I've noted that.", "It's like as soon as it starts raining nobody knows how to drive anymore.", "#Hm. And was this incident in your Nakasuma Eclipse?", "No, that's my wife's car. It was the Fjord Canyonero.", "Got it. Did you suffer any injuries from the incident?", "Nah, I feel okay.", "Did you see a doctor?", "No. I didn't think I needed to for a little fender bender.", "We do recommend you see a doctor and you can submit the medical bill to us.", "Seems like a waste of time but fine.", "Now, were there any other witnesses?", "#Uh I don't think so. I was driving alone and nobody else stopped.", "Okay, and did you file a police report?", "No. Seems like too much for this.", "You can still file one if you'd like. If you do, make sure you give us the report number.", "Sure.", "Alright, mister Pritchard, I think that's everything. Is there anything more you'd like to add before I submit your claim?", "No, I don't think so.", "Okay then, your claim has been submitted. The claim number is five seven four two six three eight one nine three.", "#Uh hold on. I need to write this down.", "Okay sir.", "What was it?", "It's five seven four two six three eight one nine three.", "Okay. By the way, will my insurance rate go up?", "That's going to depend on the adjuster's findings.", "Because it wasn't my fault. If he hadn't stopped like that, I wouldn't have hit him.", "Yes sir. The adjuster will get the details from you. They'll contact you by the end of the week.", "Do I need to do anything else right now?", "Not at this time, sir.", "And I can schedule with this adjuster guy on the app?", "Yes sir, if you don't want to wait for a call.", "Okay, yeah, I'll do that.", "Great. Is there anything else I can help you with today, sir?", "No, I guess not.", "Thank you, mister Pritchard. Have a great day!", "Yeah okay. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_002_000", "insurance_002_001", "insurance_002_002", "insurance_002_003", "insurance_002_004", "insurance_002_005", "insurance_002_006", "insurance_002_007", "insurance_002_008", "insurance_002_009", "insurance_002_010", "insurance_002_011", "insurance_002_012", "insurance_002_013", "insurance_002_014", "insurance_002_015", "insurance_002_016", "insurance_002_017", "insurance_002_018", "insurance_002_019", "insurance_002_020", "insurance_002_021", "insurance_002_022", "insurance_002_023", "insurance_002_024", "insurance_002_025", "insurance_002_026", "insurance_002_027", "insurance_002_028", "insurance_002_029", "insurance_002_030", "insurance_002_031", "insurance_002_032", "insurance_002_033", "insurance_002_034", "insurance_002_035", "insurance_002_036", "insurance_002_037", "insurance_002_038", "insurance_002_039", "insurance_002_040", "insurance_002_041", "insurance_002_042", "insurance_002_043", "insurance_002_044", "insurance_002_045", "insurance_002_046", "insurance_002_047", "insurance_002_048", "insurance_002_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 calling Rivertown Insurance. How may I assist you today?", "yes I need to pay my bill.", "Perfect. I'd be more than happy to help with that today. I do need to ask just a few questions to get your account pulled up.", "My name is Betsy Jenkins, date of birth is one twenty nineteen sixty four. Is that what you need?", "Yes, thank you. In addition to that can you verify your customer number for me?", "Oh I don't have that on me. I can never remember that thing.", "that's okay. I can verify you a different way. Can you tell me your phone number and full social?", "It's one two three four five six seven eight nine maybe it's nine eight seven six five four three two one. I'm not sure what you have for me.", "Perfect. It's actually the one two three four five six seven eight nine that we have on file, for future reference. Can you verify your social for me?", "Yes. It's one three two four five six seven eight nine.", "Okay, great! Can you also tell me your mother's maiden name?", "it's Terrance t. e. r. r. a. n. c. e.", "Awesome. I've got everything pulled up here for us. Just to confirm, you said you just wanted to pay your bill today?", "Yes that's right. How much is it?", "Do you have your bill ID number so I can pull up the specific bill?", "Yes. It's three two one two three four.", "Thank you. I have that here.", "Good and how much was it?", "Your current balance from the first of July until July thirty first is three hundred eleven dollars and twenty two cents.", "Whoa. That's higher than last month. What made it change?", "It looks like you upgraded your plan which is what caused the premium change.", "Oh yeah. I remember that now. Is there another way to pay this instead of calling and bothering you guys? ", "It's no bother! Yes, you may pay online, via mail, or our automated telephone service.", "I never knew that!", "Well I'm glad I could share that information with you. How would you like to pay today?", "I guess my debit card.", "Perfect. I'll just need your credit card number, your expiration date, and the three digit CVV code on the back.", "Okay. I have to go get it out of my purse. Can you hang on one second?", "That's not a problem. Take your time!", "I have it here. I don't like to keep it on me in case something goes wrong. You never know what can happen these days, all of these fancy cyber attacks. Hopefully you're safe with your information too.", "Oh absolutely, I always keep my information hidden.", "Good. I'm glad. The card number is one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen yeah. That's all.", "Thank you for that. Can you tell me the expiration date and the three digit code on the back?", "It's twelve twenty four and one two three.", "Got it. Thanks. Do I have permission to go ahead and process your payment?", "Yes when will it show up on my account?", "It should process by the end of the day and you should be able to see it reflected in your balance by tomorrow at the latest.", "Oh good. I like to see that balance come down. ", "I completely understand.", "You definitely don't want a high balance.", "Absolutely. Do you have any additional questions for us today?", "I don't think so- maybe you can help me with this. How do I set up automatic payments?", "I can do that for you over the phone or you can set it up online.", "Okay. I think I'll just set it up online.", "That's no problem! Was there anything else I could do for you?", "No that's all I think.", "Great! Well thank you for calling and I hope you enjoy the rest of your day.", "Thank you! You as well.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_003_000", "insurance_003_001", "insurance_003_002", "insurance_003_003", "insurance_003_004", "insurance_003_005", "insurance_003_006", "insurance_003_007", "insurance_003_008", "insurance_003_009", "insurance_003_010", "insurance_003_011", "insurance_003_012", "insurance_003_013", "insurance_003_014", "insurance_003_015", "insurance_003_016", "insurance_003_017", "insurance_003_018", "insurance_003_019", "insurance_003_020", "insurance_003_021", "insurance_003_022", "insurance_003_023", "insurance_003_024", "insurance_003_025", "insurance_003_026", "insurance_003_027", "insurance_003_028", "insurance_003_029", "insurance_003_030", "insurance_003_031", "insurance_003_032", "insurance_003_033", "insurance_003_034", "insurance_003_035", "insurance_003_036", "insurance_003_037", "insurance_003_038", "insurance_003_039", "insurance_003_040", "insurance_003_041", "insurance_003_042", "insurance_003_043", "insurance_003_044", "insurance_003_045", "insurance_003_046", "insurance_003_047", "insurance_003_048", "insurance_003_049", "insurance_003_050", "insurance_003_051" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "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.", "Hello, thank you for calling Rivertown Insurance helpline, my name is Ben.", "Hi Ben, my name's Nick.", "Hello Nick. How may I help you today Nick?", "So yeah my wife was recently in an accident.", "Oh my God, I'm so sorry about that.", "Yeah it's fine. Last night I tried filing a claim online on your website, it wasn't successful so that's the reason I'm calling right now.", "I'm sorry about that. Can you please provide your customer number?", "Sure. That five one three.", "Five one three.", "two eight nine.", "Two eight nine.", "One one.", "One one.", "Right.", "Kindly confirm full name and social security number.", "Full name Nick Richards. Social security that's five one nine three one one four nine four.", "So your'e making a health claim for a dependent right?", "Yeah my wife.", "Kindly provide the group number on your insurance card.", "That's three eight eight two.", "Three eight eight two.", "Nine one three nine.", "Nine one three nine.", "Right.", "What's the nature of the health issue?", "she was in a car accident.", "Oh my God, I'm so sorry. Is she currently at the hospital?", "No she's been discharged.", "Oh thank God, that's great news.", "Yeah.", "Have you got your itemized bill and all the billing receipts from your medical provider?", "Yeah I have.", "Great. We're gonna need a copy of the bill and receipts sent either by e-mail or fax.", "Okay. The same helpdesk support e-mail address?", "helpdesk at Rivertown dot com. Please confirm?", "Yeah that's the one.", "Great. It says here she's co-insured.", "Yeah she is. So Ben is there anything other than the bill and receipts I'll be required to forward?", "I'll be forwarding the health claim form to the email attached to your account. When you're done filling up the form, you're tpo send via e-mail together with the bill and receipts.", "Okay. You'll be forwarding the form to Nick Richards one four at Gmail dot com or at Hotmail dot com? Can't quite recall what mail is attached to my account.", "The e-mail account we've got attached to your account is the Hotmail account.", "Nick Richards fourteen at Hotmail dot com.", "Right. The mail has been sent.", "Great. I'm gonna get the form filled and sent back within the hour.", "Great. I'm glad your wife is doing okay and has been discharged.", "You can say that again, she means the whole world to me.", "I can imagine.", "Let me get to it, I just received the mail. Thank you.", "Look forward to hearing from you soon.", "Yeah. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_004_000", "insurance_004_001", "insurance_004_002", "insurance_004_003", "insurance_004_004", "insurance_004_005", "insurance_004_006", "insurance_004_007", "insurance_004_008", "insurance_004_009", "insurance_004_010", "insurance_004_011", "insurance_004_012", "insurance_004_013", "insurance_004_014", "insurance_004_015", "insurance_004_016", "insurance_004_017", "insurance_004_018", "insurance_004_019", "insurance_004_020", "insurance_004_021", "insurance_004_022", "insurance_004_023", "insurance_004_024", "insurance_004_025", "insurance_004_026", "insurance_004_027", "insurance_004_028", "insurance_004_029", "insurance_004_030", "insurance_004_031", "insurance_004_032", "insurance_004_033", "insurance_004_034", "insurance_004_035", "insurance_004_036", "insurance_004_037", "insurance_004_038", "insurance_004_039", "insurance_004_040", "insurance_004_041", "insurance_004_042", "insurance_004_043", "insurance_004_044", "insurance_004_045", "insurance_004_046", "insurance_004_047", "insurance_004_048", "insurance_004_049", "insurance_004_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, thank you for calling Rivertown Insurance helpdesk. My name is Russ. How may I help you?", "Hi Russ, my name is Janet. I'm calling because I recently got discharged from the hospital and I wanna file a claim.", "I'm glad you're out of the hospital. I do hope you're feeling a lot better now.", "Yes I am, thanks. I need you to guide me throught the step by step procedure of filing a claim.", "Okay. First you're gonna need to collect your itemized receipts.", "Okay.", "Your itemized bill and receipt should list every service you received along witht the cost and a special code we would need to pay your claim.", "I got that with me already.", "Great. Next you're gonna need to file a claim form.", "Okay.", "The form will contain details about the illness, your personal information, your policy and group number.", "Okay.", "It'll also include the out-of-pocket expenses that you have already paid.", "Yeah.", "Before you do send the claim form, it's advisable to make a copy for yourself.", "I will.", "That's about it.", "So how long does it take for my claim to be paid?", "well it depends but typically from a few days to about a month.", "Okay then. Where do I get the claim form to fill?", "It's on our website but I could forward a copy directly to your mail right now.", "I would really appreciate that.", "What's your e-mail address?", "My e-mail address is Janet dot McKenzie one oh one at Hotmail dot com.", "McKenzie as in m. c. k. e. n. z. i. e.?", "Correct.", "Janet dot McKenzie one oh one at Hotmail dot com. Please confirm.", "Yeah that's correct.", "Alright. Mail has been sent.", "Thank you so much.", "Is there anything else I can do for you Janet.", "my office requested I get a proof of insurance from my provider. Would that be possible?", "Of course. Would you like a physical or digital proof?", "A digital proof would be preferable.", "Sent to the same e-mail address right?", "Yes please.", "Okay. I'm gonna need you to provide some information to prove your identity.", "No problem.", "Please provide your customer number.", "That's seven three three nine six one five two.", "Please provide your full name and date of birth as stated on your account.", "My full name is Janet McKenzie.", "And your date of birth?", "Eighteenth of March, nineteen eighty one.", "Proof of identity has been verified. Just a moment. I'll be forwarding your digital proof of insurance to your e-mail address. File sent.", "Thank you so much.", "You're welcome. Is there anything else I can assist you with?", "Nah, I believe that'll be all for now.", "Thank you for choosing Rivertown Insurance. Do have a nice day.", "Thanks, you too. Bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_005_000", "insurance_005_001", "insurance_005_002", "insurance_005_003", "insurance_005_004", "insurance_005_005", "insurance_005_006", "insurance_005_007", "insurance_005_008", "insurance_005_009", "insurance_005_010", "insurance_005_011", "insurance_005_012", "insurance_005_013", "insurance_005_014", "insurance_005_015", "insurance_005_016", "insurance_005_017", "insurance_005_018", "insurance_005_019", "insurance_005_020", "insurance_005_021", "insurance_005_022", "insurance_005_023", "insurance_005_024", "insurance_005_025", "insurance_005_026", "insurance_005_027", "insurance_005_028", "insurance_005_029", "insurance_005_030", "insurance_005_031", "insurance_005_032", "insurance_005_033", "insurance_005_034", "insurance_005_035", "insurance_005_036", "insurance_005_037", "insurance_005_038", "insurance_005_039", "insurance_005_040", "insurance_005_041", "insurance_005_042", "insurance_005_043", "insurance_005_044", "insurance_005_045", "insurance_005_046", "insurance_005_047", "insurance_005_048", "insurance_005_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. Thank you for holding. My name is Rebecca.", "Hi Rebecca, it's Brad. I called earlier to make enquiries about getting my kids added to my policy plan.", "Oh hi Brad, I remember you called earlier. Congrats once again on your set of twins.", "Thank so much Rebecca, my heart is filled with so much joy.", "I know, I know. The joy of parenthood.", "Right! Earlier I wanted to ask. Will adding my daughters as dependents on my account increase my premium?", "When you add a child onto a plan, your monthly plan goes up.", "Why is that?", "Well that's because you're charged for each person covered by your plan.", "okay.", "Yeah although if you've got more than three kids under the age of twenty-one, you only pay for the oldest three.", "I see.", "So are you ready to get your baby girls enrolled on your plan as dependents?", "Yes please.", "Okay then, let's get started. Please provide your customer number.", "Give me a second.", "Okay.", "Here you go, five three three eight nine one four eight.", "Please provide the full name and date of birth on the account.", "Bradley Jones. Date of birth is October third, nineteen seventy eight.", "I'm gonna need some information about your dependent.", "Okay.", "What's the relationship between your first dependent and yourself?", "She's my daughter.", "What's her first name?", "Megan.", "Last name?", "Jones.", "What's her date of birth?", "April ten, twenty twenty-one.", "Any health issues?", "None.", "Great. What's your relationship between your second dependent and yourself?", "Also my daughter.", "What's her first name?", "Martha.", "Such beautiful names. Megan and Martha.", "You can say that again! I've got their momma to thank for that.", "Aww cute. What's her date of birth?", "Same as her sister. April ten, twenty twenty-one.", "Any health issues?", "None.", "Great. That'll be all. A mail would be forwarded to you notifying you that they've been successfully added to your policy.", "Great.", "Is there anything else I can help you with Brad?", "That'll be all for now Rebecca. Thank you so much for help and guidance. I really do appreciate.", "You're very much welcome Brad. Thank you for continually choosing us at Rivertown Insurance.", "It's my pleasure, believe me. Do have a great weekend ahead.", "You too. Thank. Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_006_000", "insurance_006_001", "insurance_006_002", "insurance_006_003", "insurance_006_004", "insurance_006_005", "insurance_006_006", "insurance_006_007", "insurance_006_008", "insurance_006_009", "insurance_006_010", "insurance_006_011", "insurance_006_012", "insurance_006_013", "insurance_006_014", "insurance_006_015", "insurance_006_016", "insurance_006_017", "insurance_006_018", "insurance_006_019", "insurance_006_020", "insurance_006_021", "insurance_006_022", "insurance_006_023", "insurance_006_024", "insurance_006_025", "insurance_006_026", "insurance_006_027", "insurance_006_028", "insurance_006_029", "insurance_006_030", "insurance_006_031", "insurance_006_032", "insurance_006_033", "insurance_006_034", "insurance_006_035", "insurance_006_036", "insurance_006_037", "insurance_006_038", "insurance_006_039", "insurance_006_040", "insurance_006_041", "insurance_006_042", "insurance_006_043", "insurance_006_044", "insurance_006_045", "insurance_006_046", "insurance_006_047", "insurance_006_048", "insurance_006_049", "insurance_006_050", "insurance_006_051", "insurance_006_052", "insurance_006_053", "insurance_006_054", "insurance_006_055", "insurance_006_056", "insurance_006_057", "insurance_006_058", "insurance_006_059", "insurance_006_060", "insurance_006_061", "insurance_006_062", "insurance_006_063", "insurance_006_064", "insurance_006_065", "insurance_006_066", "insurance_006_067", "insurance_006_068", "insurance_006_069", "insurance_006_070", "insurance_006_071", "insurance_006_072", "insurance_006_073", "insurance_006_074", "insurance_006_075", "insurance_006_076", "insurance_006_077", "insurance_006_078" ], "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" ], "utterance": [ "Hello. Thank you for calling Rivertown Insurance helpline. My name is Michelle.", "Hi Michelle. My name is Lilian.", "How are you doing today Lilian?", "I'm doing great, thanks. How about you?", "Very well, thank you. How may I help you today?", "My husband recently passed and I- I-.", "Oh my God. I'm so sorry for your loss Lilian.", "Thank you Michelle. I need some guidiance with getting a claim filed.", "We're here to give you all the help you need.", "I really appreciate that.", "Did your husband have an account with us at Rivertown?", "Yes he did.", "So you're interested in the steps you need to take to get a claim filed?", "Yes please.", "It's a pretty straight forward procedure.", "Okay.", "First you've got to gather all necessary information.", "Such as?", "Your husband's policy number.", "Okay I've got that.", "His original certified death certificate.", "Okay.", "As a beneficiary, we would send you a packet that includes a claimant statement form you must fill out.", "Okay.", "When you complete the claimant statement form, you're gonna have to send it back to us together with the certified copy of the death certificate.", "Right.", "If at any point you're required to provide additional documents, we will get in contact with you.", "Okay. How long do it take for the claim to be approved?", "As soon as your documents are received, it takes five business days to process and you would be contacted within ten days.", "Okay.", "You will then be asked how you wanna receive your claim.", "What are the possible ways of receiving the claim?", "We can either mail you a check or issue a direct deposit or help you manage your benefit. The choice is absolutely yours.", "Okay. My kids are also beneficiaries. How will they get paid?", "Each beneficiary needs to submiy a claim kit in order to get paid.", "Okay.", "We'll pay each beneficiary their proceeds separately as we receive the required claim documents from each of them.", "Okay.", "We understand this is a difficult time for you and we're here to help.", "Thank you so much. I appreciate your help.", "Is there anything else I can do for you?", "my kids were all dependents of my late husband's policy. I would like to change that and make them dependents of my insurance policy.", "Okay. Do you wanna get that done right away?", "Yes please.", "Okay. I'm gonna need you to provide your customer number.", "Just a moment please.", "Okay.", "I got it. My customer number is eight one three nine one four two four.", "To verify your identity, I'm gonna need you to confirm your full name and date of birth as stated on your account.", "Lilian Anderson.", "Your date of birth?", "That's the nineteenth of April, nineteen seventy three.", "Okay. So how many dependents do you want to add to your account?", "I've got two kids I wanna add as dependents.", "Okay. I'm gonna need you to provide information about your dependents.", "Okay.", "What's the relationship between your first dependent and yourself?", "She's my daughter.", "What's her full name and date of birth?", "Lily Anderson.", "And her date of birth?", "that's the eleventh of November, nineteen ninety seven.", "Has she got any health issues?", "She's got no health issues.", "Done. What's the relationship between your second dependent and yourself?", "Also my daughter.", "What's her full name and date of birth?", "Maggie Anderson. Her date of birth is the seventeenth of February, nineteen ninety nine.", "Has she got any health issues?", "Not at all.", "Your dependents are all set. You're gonna receive an e-mail soon cornfirming just that.", "Thank you so much Michelle, you've been really helpful.", "You're very much welcome. Is there anything else I can do for you?", "I believe that will be all for now.", "Okay then. Once again I'm so sorry for your loss.", "Thank you.", "Have a lovely weekend ahead of you.", "Thanks, you too. Bye.", "Good bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_007_000", "insurance_007_001", "insurance_007_002", "insurance_007_003", "insurance_007_004", "insurance_007_005", "insurance_007_006", "insurance_007_007", "insurance_007_008", "insurance_007_009", "insurance_007_010", "insurance_007_011", "insurance_007_012", "insurance_007_013", "insurance_007_014", "insurance_007_015", "insurance_007_016", "insurance_007_017", "insurance_007_018", "insurance_007_019", "insurance_007_020", "insurance_007_021", "insurance_007_022", "insurance_007_023", "insurance_007_024", "insurance_007_025", "insurance_007_026", "insurance_007_027", "insurance_007_028", "insurance_007_029", "insurance_007_030", "insurance_007_031", "insurance_007_032", "insurance_007_033", "insurance_007_034", "insurance_007_035", "insurance_007_036", "insurance_007_037", "insurance_007_038", "insurance_007_039", "insurance_007_040", "insurance_007_041", "insurance_007_042", "insurance_007_043", "insurance_007_044", "insurance_007_045", "insurance_007_046", "insurance_007_047", "insurance_007_048", "insurance_007_049", "insurance_007_050", "insurance_007_051", "insurance_007_052", "insurance_007_053", "insurance_007_054", "insurance_007_055", "insurance_007_056", "insurance_007_057", "insurance_007_058", "insurance_007_059", "insurance_007_060", "insurance_007_061", "insurance_007_062", "insurance_007_063", "insurance_007_064", "insurance_007_065", "insurance_007_066", "insurance_007_067", "insurance_007_068", "insurance_007_069", "insurance_007_070", "insurance_007_071", "insurance_007_072", "insurance_007_073", "insurance_007_074", "insurance_007_075", "insurance_007_076", "insurance_007_077", "insurance_007_078", "insurance_007_079", "insurance_007_080", "insurance_007_081" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance helpline. My name is Meg.", "Hi Meg, Ron speaking.", "How may I help you Ron?", "my credit card recently got expired. I wanna update my payment preference.", "Got it. Kindly provide us with your customer number Ron.", "Hold a second, gotta get that.", "Okay.", "My customer number is three eight one four.", "Three eight one four.", "Five one nine two.", "Five one nine two.", "Right.", "Kindly provide your full name and date of birth.", "Ronald Jason. May second, nineteen ninety three.", "Please provide your social security number.", "Nine one eight four three seven one two nine.", "So you would like me to make changes to your current payment preference.", "Yeah, I wanna take out my old card and put in details for my checking account.", "Okay. What type of bank account? Savings, checking?", "It's my checking account.", "Okay checking account. Got it. Your bank account number?", "that's two nine three three.", "Two nine three three.", "Seven one four.", "Seven one four.", "Eight eight one six.", "Eight eight one six.", "right.", "So that's two nine three three seven one four eight eight one six. Please confirm.", "Correct.", "Lastly I'm gonna need you to provide your nine digit routing number.", "Hold a second, I'm gonna have to check that up.", "Alright.", "Hello, you there?", "Yes please.", "So my routing number is one four two.", "One four two.", "Three one.", "Three one.", "Six one four two.", "Six one four two.", "Correct.", "Kindly confirm one four two three one six one four two.", "Correct.", "Your mode of payment has been updated.", "Thank you.", "You're welcome Ron. Is there anything else I can do for you?", "Yes I'm gonna need an auto quote.", "Okay. Rivertown Insurance has got three auto policies you can choose from.", "Okay you mind walking me through it?", "Of course. We got the basic auto, preferred auto and complete auto policies.", "Okay.", "The basic auto policy which is the most affordable type of auto insurance you can buy. This covers collision insurance and medical payment coverage regardless of who is at fault.", "and the preferred auto and complete auto policies got more coverage?", "Exactly. The preferred auto policy provides more coverage than th- the basic auto policy. With the preferred auto you got an added uninsured motorist coverage. The uninsured motorist coverage will pay for the other driver involved in an accident if they happen to be uninsured.", "Okay.", "There's even more. The preferred auto policy also got a lifetime repair guarantee and we'll help you find an approved direct repair facility in the case of an accident.", "Okay.", "Bet you do. Lastly we got the complete auto which got the most coverage where you get an additional comprehensive insurance coverage to the preferred auto policy. Say for instance, there was a fire or a hailstorm, theft, an impact with an animal or vandalism. The comprehensive policy covers all damages to your vehicle.", "These policies go for how much?", "The basic auto goes for an annual rate of a thousand dollars. The preferred auto goes for an annual rate of fiften hundred and the complete auto goes for an annual rate of two thousand dollars.", "Sounds good. Can I have a quote for the complete auto plan forwarded to my mail?", "Of course. Same email address attached to your account.", "Yeah Ronald Jason fourty four at Gmail dot com.", "Got it. one last thing. I'm gonna need you to provide your auto make, model, year and mileage so I get it included to the quote.", "Oh okay. It's a Dodge Charger twenty twenty.", "Dodge Charger. Year twenty twenty.", "For the mileage I'm gonna have to take a walk to my garage cos I ai't got that of the back of my head.", "I understand, I'll hold the line.", "Okay. I'll be right back.", "Okay.", "Hello.", "Hello, did you get it?", "Yeah, it's fifty three thirty one.", "That's five three three one, correct?", "Right.", "Perfect. Your auto quote has been forwarded to your e-mail address.", "Great.", "Is there anything else you would like me to assist with?", "No, I believe that's all for now. Thank you.", "Okay then, it was nice talking. Thank you for calling Rivertown Insurance helpline. Bye.", "Yeah bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Elizabeth, how may I help you?", "Hi Elizabeth, my name is Rita. How are you today?", "I'm doing great, thanks for asking. How about you?", "I'm okay, enjoying this beautiful spring weather.", "Great. So how can I help you today Rita?", "I recently moved to a new apartment and the property owner has requested a proof of insurance.", "Do you have an account with us at Rivertown?", "No but I don't mind creating an account right away so I get the proof of insurance.", "Okay Rita, let's get you all set up. I'm gonna need you to provide some information.", "Okay.", "Please provide your full name and date of birth.", "My full name is Rita Decuir.", "Can you please spell out your last name.", "Decuir. That's d. e. c. u. i. r.", "Got it. Your date of birth?", "My date of birth is the third of February, nineteen seventy seven.", "Third February, nineteen seventy seven.", "Correct.", "Next I'm gonna need you to provide your mobile number, e-mail address and residential address.", "My mobile number. That's five one five.", "five one five.", "Seven one eight.", "Seven one eight.", "Nine one nine three.", "Nine one nine three.", "Yeah, that's it.", "Your e-mail address?", "Ruth Decuir nineteen seventy seven at Yahoomail dot com.", "Ruth Decuir nineteen seventy seven at Yahoomail dot com.", "Correct.", "Your residential address?", "sixty sixty-three north-east Miami court, Little Haiti, Miami, Florida.", "sixty sixty-three north-east Miami court, Little Haiti, Miami, Florida.", "Perfect.", "Lastly, I'm gonna need you to provide your social security number.", "My social security. That's three two two.", "Three two two.", "Nine six.", "Nine six.", "One five nine three.", "One five nine three.", "Right.", "Just a moment please.", "Okay.", "A text message containing your customer number has been sent to your mobile number. Please confirm.", "Yet to receive any text message.", "It should be in any moment from now.", "Yeah it's in now. Your Rivertown Insurance customer number is four one nine five three three one six.", "Great. Your account is all set.", "What have I got to do next in order to get a proof of insurance?", "You're gonna have to enroll in one of the rental insurance plans available.", "What does the rental insurance cover? What are it's benefits?", "Depending on your policy plan you choose, the renters quote covers you and your belongings for incidents like fire, smoke damage, vandalism, theft, water damages and even a visitor getting injured on your property.", "Sounds good. So what are the available plans and how much does it cost?", "We got the renters basic plan which goes for an annual rate of two hundred dollars.", "Okay.", "And we got the renters preferred plan which goes for an annual rate of three hundred dollars.", "What's the difference between the renters basic and the renters preferred plan?", "The renters preferred plan has got more coverage such as medical expenses and or legal fees if some is injured on your property while the renters basic only covers you and your belongings.", "I've got a health insurance already plus I don't really get visitors so I don't believe I'm gonna need the preferred renters preferred plan.", "So you're going with the renters basic plan?", "Yes please. Could you please sign me up?", "Just a moment please.", "Okay.", "Same address as the one on your account?", "Yes please.", "What's the property type? Is it a duplex, an apartment complex?", "It's a two bedroom apartment.", "I'm gonna need you to provide your credit card details.", "What details exactly?", "The sixteen digit number on your credit card.", "Oh okay, just a second.", "Take your time.", "That's five three eight six.", "Five three eight six.", "Nine one five three.", "Nine one five three.", "Eight three two two.", "Eight three two two.", "Five one four nine.", "Five one four nine.", "Yeah.", "Your sixteen digit credit card number is five three eight six nine one five three eight three two two five one four nine. Please confirm.", "Yeah that's it.", "Please provide your expiry date and CVV.", "The expiry date is oh two two five.", "oh two two five. Please confirm.", "Correct.", "and the CVV? The three numbers at the back of your card.", "Oh okay. That's three six two.", "Hold the line please.", "Okay.", "You're all set. Your receipt and policy number has been forwarded to your mail together with your proof of insurance as requested.", "Oh thank you so much.", "You're very much welcome. Is there anything else I can do for you?", "I believe that will be all for now.", "Thank you so much for choosing Rivertown Insurance Rita.", "It's a pleasure. Have a wonderful weekend ahead. Bye.", "You too. Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Ann. How may I help you?", "Hi Ann, so my friend just referred Rivertown Insurance to me saying y'all got great customer service because my current insurance company has got really shitty customer service and honestly I'm done with them. Please sign me up I wanna get insured.", "Yes over here at Rivertown we always put our clients first.", "Sounds good.", "Okay. What's your name and where are you calling from?", "Helen calling from Newark, New Jersey.", "What type of insurance plan are we looking at? We've got health, we got life, pet, auto, home with lots of coverage and benefits.", "I'm looking at enrolling for an auto and health plan.", "Great. So let's get you started. First we gotta create your account.", "Okay.", "please provide your full name and date of birth Helen.", "Helen Harper. Date of birth is the eleventh of January, nineteen ninety.", "Please provide your mobile number.", "That's two one two.", "Two one two.", "Five nine nine.", "Five nine nine.", "Three four eight three.", "Three four eight three.", "Yeah.", "Two one two fine nine nine three four eight three. Please confirm.", "Yeah that's right.", "Please provide your street address.", "That's five one five Hilton drive.", "Five one five Hilton drive. What city?", "Newark, New Jersey.", "And your zip code?", "Five three nine one one.", "Five three nine one one. Got it. Lastly I'm gonna need you to provide your social security number and create a security question.", "My social security number is three one one.", "Three one one.", "Five two.", "Five two.", "Four four one three.", "Four four one three.", "Right.", "That's three one one five two four four one three. Please confirm.", "Correct.", "For the security question I'm gonna need you to think of any question with your answer. Maybe the name of your first pet or where you spent most of your childhood.", "hmm let's see I'll go with the name of my first pet. Her name was Lulu, such a sweet girl.", "So name of first pet. Answer Lulu.", "Yeah.", "Hold a second while your customer number gets generated.", "Great. While that gets generated, can you tell me the difference between life and health insurance?", "Health insurance helps pay for medical expenses such as doctor's visit, hospital stays, medications, tests and procedure while life insurance pays out a death benefit to your beneficiaries in the case of premature death.", "Oh, I get it now.", "We've got your account all set. Here's your customer number.", "Hold let me grab a pen.", "Okay.", "Ready.", "Seven one nine three four one five two.", "Alright so that's seven one nine three four one five two.", "Perfect.", "For the auto and health plan.", "Yeah right. I'm gonna be forwarding a quote to you. Our policies have got lots of coverage and it'll be best to take your time to read through so you make the best decision suitable for you.", "Sounds cool.", "Yeah so for the auto quote I'm gonna need you to provide the make of your car, the year and model.", "That's a twenty seventeen Ford Taurus.", "Nice. For the health insurance, are you a business owner or you're employed.", "I'm employed.", "Great so there's a part of the health insurance form that needs to be filled by your employer. It's just a standard procedure.", "Okay, I'll look into it.", "What's your preferred mode of getting this quote sent to you?", "I'll prefer my e-mail.", "Okay. Please provide your e-mail address.", "That's Helen Harper one one at Gmail dot com.", "Helen Harper one one at Gmail dot com. Please confirm?", "Yeah that's it, correct.", "Okay, just a second. E-mail has been sent.", "Great so I'll look into it and get back to you as soon as possible.", "Great, I'll look forward to hearing from you.", "My friend wasn't wrong about you guys. I really do like the customer service.", "Thank you. Here at Rivertown we pride ourself with the satisfaction of our clients.", "Nice nice.", "I there anything else you would require my assistance.", "not at the moment. If I've got any question while going through the quote, Ill reach out.", "Great. Thank you for choosing Rivertown Insurance.", "The pleasure is all mine. Do enjoy the rest of your day.", "Thanks, I will. Have a good day. Bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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How may I help you?", "Hi Betty, my name is Rose. How're you doing today?", "Well I'm doing great. Thank you for asking. How about you?", "Had a long day, glad I'm back home and done with it. Whew. .", "I can imagine. So how can I be of assistance Rose?", "been noticing multiple debit transactions on my account and I'm starting to think I'm being ripped off.", "I'm sorry about that Rose. when exactly did you start noticing these debit transactions?", "I noticed multiple debit transcations last months and I also got multiple debit transactions earlier today so I am no longer interested in the automatic billing.", "I'm sorry you got to experience that. Can I have your customer number?", "Hold on sweetheart, let me get that.", "Okay.", "Here you go, hello are you there?", "Yes I am holding the line Rose. Have you got your customer number?", "Yes I got it now. It five three three.", "Five three three.", "Eight four zero.", "Eight four zero.", "sorry this is eight four eight.", "Eight four eight.", "Two two.", "Got it. So thats five three three eight four eight two two. Correct?", "Right. That's correct.", "Perfect. Now may I have your full name and date of birth?", "My full name is Roseline Harper. And my date of birth is the first of December, nineteen sixty eight.", "So I'm looking at your account and everything looks right. I'm so sorry you're experiencing multiple debit transaction. I'm gonna have this escalated to the finance team. As soon as we the finance team does indentify these multiple transactions, you will definitely get a refund.", "Thank you Betty, you're far too kind. In the meantime, how about you go ahead and take off that auto billing.", "Okay Rose. I'll go ahead and deactivate auto billing.", "Thank you.", "There you go. It's done.", "It's done?", "Yes it is. Is there anything else I can help you with?", "Well I just got a new cat and I'm thinking about getting her insured. Can I do that?", "Of course you can. Are you thinking about getting her insured right away or you would prefer I send a quote.", "Oh right away.", "Okay let me walk you through the pet insurance plans available.", "I would appreciate that.", "So we got the petcare basic and the petcare preferred policy plans.", "Okay, what does each plan cover?", "The petcare basic covers all kinds of accidents and injury, vaccinations, testing and diagnostics.", "For how much?", "The petcare basic policy plan goes for an annual rate of five hundred dollars.", "Not bad.", "If you decide to choose the petcare preferred policy plan, this covers all the basic policy covers with added benefits such as treatment of serious illnesses such as cancer, heart disease. Hereditary conditions such as eye and blood disorders. surgeries, chemotherapy.", "I see why it is preferred. How much?", "The petcare preferred policy plan goes for an annual rate of a thousand dollars.", "okay so sign Lulu up for the petcare preferred policy.", "Great.", "Can I have her policy plan listed in my account?", "Of course. We're gonna need you to provide some information.", "What information?", "The pet type, breed, age and weight.", "Lulu is a Siamese kitten. She's a little over three months old.", "And her weight?", "Just a moment, let me grab her card.", "Okay.", "She weighs three point eight pounds.", "Three point eight pounds. Got it.", "She's such a cutie.", "Awwn I bet she is. We're gonna need you to provide your credit card details for payment.", "Ok sweetheart. What information do you need?", "Gonna need the sixteen digits credit card number, expiration date and CVV.", "Okay give me a second. Let me grab my purse.", "Alright.", "I've got it. It's five seven seven one.", "Five seven seven one.", "Three nine four three.", "Three nine four three.", "One one five two.", "One one five two.", "Four one three eight.", "Four one three eight.", "Yes.", "Please confirm, five seven seven one three nine four three one one five two four one three eight. Correct?", "Perfect.", "Your card expiration date?", "That's February twenty twenty three.", "That's zero two forward slash two three. Correct?", "Perfect.", "And the three digit CVV behind the card.", "oh okay. That's three nine one.", "Got it. Payment has been made. An e-receipt would be forwarded to your e-mail address. Lulu is insured now.", "Great.", "Is there anything else I can help you with Rose?", "that would be all for now. Thank you so much. You're such a sweetheart.", "Thank you so much. And thank you for banking with us as Rivertown Insurance.", "It's a pleasure. Do enjoy the rest of your evening.", "Thanks. I will. You too. Bye.", "Bye Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportBillingIssue" ], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_011_000", "insurance_011_001", "insurance_011_002", "insurance_011_003", "insurance_011_004", "insurance_011_005", "insurance_011_006", "insurance_011_007", "insurance_011_008", "insurance_011_009", "insurance_011_010", "insurance_011_011", "insurance_011_012", "insurance_011_013", "insurance_011_014", "insurance_011_015", "insurance_011_016", "insurance_011_017", "insurance_011_018", "insurance_011_019", "insurance_011_020", "insurance_011_021", "insurance_011_022", "insurance_011_023", "insurance_011_024", "insurance_011_025", "insurance_011_026", "insurance_011_027", "insurance_011_028", "insurance_011_029", "insurance_011_030", "insurance_011_031", "insurance_011_032", "insurance_011_033", "insurance_011_034", "insurance_011_035", "insurance_011_036", "insurance_011_037", "insurance_011_038", "insurance_011_039", "insurance_011_040", "insurance_011_041", "insurance_011_042", "insurance_011_043", "insurance_011_044", "insurance_011_045", "insurance_011_046", "insurance_011_047", "insurance_011_048", "insurance_011_049", "insurance_011_050", "insurance_011_051", "insurance_011_052", "insurance_011_053", "insurance_011_054", "insurance_011_055", "insurance_011_056", "insurance_011_057", "insurance_011_058", "insurance_011_059", "insurance_011_060", "insurance_011_061", "insurance_011_062", "insurance_011_063", "insurance_011_064", "insurance_011_065", "insurance_011_066", "insurance_011_067", "insurance_011_068", "insurance_011_069", "insurance_011_070", "insurance_011_071", "insurance_011_072", "insurance_011_073", "insurance_011_074", "insurance_011_075", "insurance_011_076", "insurance_011_077", "insurance_011_078", "insurance_011_079", "insurance_011_080", "insurance_011_081", "insurance_011_082", "insurance_011_083", "insurance_011_084", "insurance_011_085", "insurance_011_086", "insurance_011_087", "insurance_011_088", "insurance_011_089", "insurance_011_090", "insurance_011_091", "insurance_011_092", "insurance_011_093", "insurance_011_094", "insurance_011_095", "insurance_011_096", "insurance_011_097", "insurance_011_098" ], "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", "Customer", "Agent" ], "utterance": [ "Hello, thanks for calling Rivertown Insurance. How can I help you?", "Hi I would like to create an account and also enrol for an insurance plan.", "Okay. Just a moment please.", "I tried creating an account on your website but I must say the interface wasn't so user friendly.", "Sorry you didn't get the best experience on the web platform. I'll get your account created right away. To get started, I'm gonna need you to provide some details.", "Okay.", "Could you please provide your full name and mobile number?", "Full name Brian Robinson.", "Robinson as in r. o. b. i. n. s. o. n.?", "Correct.", "And your mobile number?", "That three four seven.", "Three four seven.", "Two one one.", "Two one one.", "Five one one nine.", "Five one one nine.", "Yeah.", "So that three four seven two one one five one one nine.", "Perfect.", "Next I'm gonna need you to provide your date of birth.", "Thats seventh of October nineteen seventy two.", "October seven, nineteen seventy two.", "Right.", "Next I'm gonna need you to provide your street address.", "That's plot fifty-one Edinburgh drive.", "Your city and zip code?", "Newark. Zip code six one five two three.", "six one five two three.", "Yeah.", "Next I'm gonna need you to provide your social security number.", "Six one five two three nine one nine four.", "Six one five.", "Two three.", "Two three.", "Nine one nine four.", "Nine one nine four.", "Yeah.", "So thats six one five two three nine one nine four.", "Correct.", "Please hold for a second while your customer number gets generated.", "Okay.", "Your customer number has been created. You should receive a text message shortly.", "How long will it take for the message to get delivered to me?", "Any moment now.", "Message received.", "Kindly confim customer number.", "That's five three seven seven eight one two four.", "Perfect. Do you still wana go ahead and enrol for a plan?", "Yes please.", "So what plan are we looking at? We got auto, life, homeowner amongst others.", "I wanna enrol for the life insurance. I could also get an auto quote forwarded to me so I check that out for a later time.", "Great. I'll be working you through the various life policy plans we got.", "I'll appreciate that.", "Gotcha. we've got the term life, whole life and universal life insurance policies. The most affordable type of life insurance is the term lif. it provides coverage for a specific period of time or term. For example, five to ten years or to a specific age, let's say eighty. But once that term ends, so does your coverage. So that means, your loved ones won't receive a payment from your policy should you pass after the term ends.", "And how much for the term life insurance?", "The term life insurance plan goes for an annual rate of three-hundred dollars.", "Okay.", "next we got the whole life insurance.", "Okay.", "If you opt for the whole life insurance plan, this protects you for your entire lifetime.", "Definitely sounds a lot better that the term life policy .", "Yeah, this gives you the confidence to know that the people you love are protected right now and even later when you do pass on.", "hmm like the sound of that.", "It also got benefits you can use while you're living because it builds a cash value over time.", "Great. How much for the whole life plan?", "Eighteen hundred dollars annually.", "hmm sounds good.", "Some of the benefits include guaranteed growth over time. Growth is tax-deferred and it can be used for anything at anytime so this gives you a safety net if you unexpectedly need access to funds.", "Great. And the universal life insurance?", "Right. The universal life policy just like the whole life policy, lets you build cash value. And also offers flexible premium payments, death benefits and schedules to fit your life and your budget. All while protecting your family with great coverage.", "so what's the difference between the whole life insurance and universal life insurance?", "With the universal life policy, you have the flexibilty to change the amount of life insurance protection you want and also the ability to- to control the amount and frequency of your payments.", "Hmm and this goes for how much?", "The universal life policy goes for twelve hundred annually.", "I think I'm gonna opt for the universal life plan.", "Great. Kindly provide your customer number so we get started.", "Hold on a second, let me check my phone messages.", "Take your time.", "Here we go, five three seven.", "Five three seven.", "Seven eight one.", "Seven eight one.", "Two four.", "Two four.", "Yeah.", "I'm gonna need you to provide your credit card details.", "What details exactly?", "Your credit card number, expiration date and CVV.", "Is It possible to get a quote sent to my mail instead so I make the payment myself?", "Of course, that won't be a problem. Kindly provide your email address.", "That's Brian dot Robinson at AOL dot com.", "Brian dot Robinson at AOL dot com. Quote sent.", "Perfect.", "Is there anything else I can help you with?", "I think that's it. Thanks for your help.", "Thank you so much for choosing Rivertown Insurance. Do have a nice day.", "Thanks, you too! Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount", "CreateAccount", "EnrollInPlan", "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan", "GetQuote" ], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_012_000", "insurance_012_001", "insurance_012_002", "insurance_012_003", "insurance_012_004", "insurance_012_005", "insurance_012_006", "insurance_012_007", "insurance_012_008", "insurance_012_009", "insurance_012_010", "insurance_012_011", "insurance_012_012", "insurance_012_013", "insurance_012_014", "insurance_012_015", "insurance_012_016", "insurance_012_017", "insurance_012_018", "insurance_012_019", "insurance_012_020", "insurance_012_021", "insurance_012_022", "insurance_012_023", "insurance_012_024", "insurance_012_025", "insurance_012_026", "insurance_012_027", "insurance_012_028", "insurance_012_029", "insurance_012_030", "insurance_012_031", "insurance_012_032", "insurance_012_033", "insurance_012_034", "insurance_012_035", "insurance_012_036", "insurance_012_037", "insurance_012_038", "insurance_012_039", "insurance_012_040", "insurance_012_041", "insurance_012_042", "insurance_012_043", "insurance_012_044", "insurance_012_045", "insurance_012_046", "insurance_012_047", "insurance_012_048", "insurance_012_049", "insurance_012_050", "insurance_012_051", "insurance_012_052", "insurance_012_053", "insurance_012_054", "insurance_012_055", "insurance_012_056", "insurance_012_057", "insurance_012_058", "insurance_012_059", "insurance_012_060", "insurance_012_061", "insurance_012_062", "insurance_012_063", "insurance_012_064", "insurance_012_065", "insurance_012_066", "insurance_012_067", "insurance_012_068", "insurance_012_069", "insurance_012_070", "insurance_012_071", "insurance_012_072", "insurance_012_073", "insurance_012_074", "insurance_012_075", "insurance_012_076", "insurance_012_077", "insurance_012_078", "insurance_012_079", "insurance_012_080", "insurance_012_081", "insurance_012_082", "insurance_012_083", "insurance_012_084", "insurance_012_085", "insurance_012_086", "insurance_012_087", "insurance_012_088", "insurance_012_089", "insurance_012_090" ], "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" ], "utterance": [ "Hello. Thank you for calling Rivertown Insurance helpdesk. How may I help you?", "Hi. I wanna make enquiries about your pet policies and perhaps get my pet insured.", "Okay. Do you have an account with us ma'am?", "No I don't. Met with my old colleague the other day and she told me about your pet policy coverage and how it covered the cost for her little dog Lulu's surgery. That got me interested.", "Great. We've got pet policies that covers surgeries, chronic diseases, disorders and more.", "Okay.", "First we got the petcare basic which covers all routine check up, vaccinations, medical bills in a case of illness.", "Okay.", "Secondly we got the petcare preferred with more coverage such as surgical procedures, cancer treatment and every other illness stated on the policy.", "So how much for the plans?", "The petcare basic gooes for five hundred dollars while the pet preferred goes for a thousand dollars.", "Monthly?", "No this is an annual rate.", "Whew got me scared there .", "that's an annual rate.", "Can I get a quote for the petcare preferred plan.", "Okay. I'm gonna need you to provide some information.", "What do you need?", "Let's start with the pet type and breed.", "He's an cute little doggy. Alaskan Husky with cute blue eyes. Nine months in a week.", "That's cute.", "I know right.", "How old is he?", "He's gonna be nine months next Tuesday.", "So nine months.", "Yeah.", "How much does he weigh?", "I think that was three point eight pounds the last meet with the vet.", "How recent was that?", "At the start of the month.", "Oh okay. Your quote is ready. How would you like to get it?", "Can you get it forwarded to my e-mail address?", "Yes ma'am. What's your e-mail address?", "Gretchen Shaw five one eight at Yahoomail dot com.", "So that's Gretchen as in g. r. e. t. c. h. e. n. Shaw as in s. h. a. w. five one eight at Yahoomail dot come?", "Yes you're right.", "Your quote has been forwarded.", "oh thank you so much.", "You're very much welcome. Is there anything else I can help you with.", "I should actually take this opportunity and open up an account.", "That would be a good idea.", "Right?", "Yeah. Let me get you started.", "Yes please sign me up.", "Full name Gretchen Shaw. Correct?", "Yes.", "Please provide your mobile number and date of birth.", "My mobile number is two one two.", "Two one two.", "Five five five.", "Five five five.", "Three eight one nine.", "Three eight one nine.", "Right.", "That's two one two five five five three eight one nine.", "Perfect.", "Your date of birth?", "Twenty-second of July, nineteen sixty five.", "Twenty-second of July, nineteen sixty five.", "Correct.", "Your address?", "Seven one two Oak lane. Salt Lake city, Utah.", "Seven one two Oak lane. Salt Lake city, Utah.", "Correct. PO box six nine one four one.", "Six nine one four one.", "Perfect.", "Lastly I'm gonna need your social security number and a security question. A question you only know the answer and will always remember.", "Okay. My social security number is four one four.", "Four one four.", "Three one.", "Three one.", "five one six nine.", "five one six nine.", "sorry that's five one six eight not nine.", "Got it. Please confirm, four one four three one five one six eight.", "Perfect. For the security question, can I put in any question?", "Of course, maybe your best friend in middle school or the name of your first pet. Anything.", "I'll go with the name of my first pet. Her name was Jackie.", "Jackie.", "Thinking of her now, I do miss her.", "Aww where is she?", "Passed on a few years back. She was such a sweetheart.", "I can imagine. Your account has been set up. Your customer number has been forwarded to your mobile number.", "Hold on a second, let me check if I have received it.", "Okay.", "Yes I got it. Four three one one five one six two.", "Perfect. Is there anything else I can help you with.", "No, I believe that would be all for now. Thank you so much. I'll check out my mail now for the quote.", "Great. Thank you so much for choosing Rivertown Insurance. Do enjoy the rest of your day.", "Bye bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_013_000", "insurance_013_001", "insurance_013_002", "insurance_013_003", "insurance_013_004", "insurance_013_005", "insurance_013_006", "insurance_013_007", "insurance_013_008", "insurance_013_009", "insurance_013_010", "insurance_013_011", "insurance_013_012", "insurance_013_013", "insurance_013_014", "insurance_013_015", "insurance_013_016", "insurance_013_017", "insurance_013_018", "insurance_013_019", "insurance_013_020", "insurance_013_021", "insurance_013_022", "insurance_013_023", "insurance_013_024", "insurance_013_025", "insurance_013_026", "insurance_013_027", "insurance_013_028", "insurance_013_029", "insurance_013_030", "insurance_013_031", "insurance_013_032", "insurance_013_033", "insurance_013_034", "insurance_013_035", "insurance_013_036", "insurance_013_037", "insurance_013_038", "insurance_013_039", "insurance_013_040", "insurance_013_041", "insurance_013_042", "insurance_013_043", "insurance_013_044", "insurance_013_045", "insurance_013_046", "insurance_013_047", "insurance_013_048", "insurance_013_049", "insurance_013_050", "insurance_013_051", "insurance_013_052", "insurance_013_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Hello, I'd like to set up a new account with you guys.", "Perfect! I'd be more than happy to help you with that. To get us started, may I have your first and last name please?", "Sure. My name is Bart Brown.", "Nice to meet you Bart. Can you spell your first name for me? I want to make sure I get it right in the system.", "No worries. #Um it's b. a. r. t.", "Okay so that's b. a. r. t. and what type of account were you wanting to sign up for today?", "Yeah I'd like to set up an account for auto insurance.", "Awesome. Well you definitely picked the right place. In order to proceed I'll need just a little bit more information from you.", "Okay like what?", "Can you give me with your full social security number, your date of birth, and your address?", "My social is one two three four five six seven eight nine.", "Okay so that's one two three four five six seven eight nine?", "Yeah that's right. And my date of birth is one zero two nine nineteen ninety one.", "Got it. Now I'll just need your full address.", "Hang on, I have to look it up. I just moved here and things have been crazy, haven't really gotten around to memorizing it you know?", "Not a problem, I definitely understand. I'm going through moving myself. Take your time.", "Okay got it. It's one two three Forest f. o. r. e. s. t. Avenue, Los Angeles, California, nine oh two one oh.", "Great. Thanks for that.", "No problem.", "We're almost there with the account creation Bart! Now we just need to set up a security question and answer for you.", "Oh jeez. I hate those things. I can never remember my answers ", "Me either but it really is a good way to keep the account secure. What would you like your question to be?", "How about what's my mother's maiden name?", "Okay, great, that's a good choice. What is the answer you'd like to have on file?", "Ates. a. t. e. s.", "So that's a. t. e. s. as your mothe'rs maiden name, correct?", "Yes.", "Perfect. I've got your account all ready to go and now we can select what type of auto insurance you'd like! Did you have a plan in mind?", "Well I think I want the Basic Auto, but can you tell me the difference between Basic and the next one up? I don't really understand the difference.", "Sure thing! The Basic Auto plan covers accidents but not a rental car, the Preferred accident covers accidents and provides you with a rental.", "Okay. I think I-I want the Basic plan still. How much was it again?", "Currently, the Basic Auto plan is one thousand dollars per year.", "Whoa. That's way more than I expected it to be. Why is it so expensive? That's kind of outrageous for a basic insurance plan.", "I can understand the sticker shock. The rate is competitive in the market and we offer way more than our competitors do.", "Are there any extra fees that I'm going to be surprised with if I enroll?", "No, all of our fees are included in the price per year.", "Okay is there any way to buy a plan besides on the phone?", "Of course! You can make purchases online and enroll that way, but now that we have all of your information why not finish it while we're on the phone?", "I guess that makes sense. Let me check my balance to make sure I can afford it.", "No worries, take your time.", "I've got enough. I'll go ahead with the- what did you call the lower one?", "The Basic Auto plan?", "Yeah that one.", "Okay! To finalize everything I'll just need your credit card number, expiration date and CVV code on the back of your card.", "It's one two three four five six seven eight nine ten eleven twelve thirteen fourteen fifteen sixteen", "Uh-huh", "The expiration is twelve twenty four and the CVV is one two three.", "okay. So that's twelve twenty four and one two three. Got it.", "Yes that's right.", "Okay! We have everything set up! You should be receiving your policy documents by mail in the next seven days. Any other questions?", "No, I think that's it.", "Well mister Brown it's been a pleasure talking to you. Enjoy your day.", "You too. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_014_000", "insurance_014_001", "insurance_014_002", "insurance_014_003", "insurance_014_004", "insurance_014_005", "insurance_014_006", "insurance_014_007", "insurance_014_008", "insurance_014_009", "insurance_014_010", "insurance_014_011", "insurance_014_012", "insurance_014_013", "insurance_014_014", "insurance_014_015", "insurance_014_016", "insurance_014_017", "insurance_014_018", "insurance_014_019", "insurance_014_020", "insurance_014_021", "insurance_014_022", "insurance_014_023", "insurance_014_024", "insurance_014_025", "insurance_014_026", "insurance_014_027", "insurance_014_028", "insurance_014_029", "insurance_014_030", "insurance_014_031", "insurance_014_032", "insurance_014_033", "insurance_014_034", "insurance_014_035", "insurance_014_036", "insurance_014_037", "insurance_014_038", "insurance_014_039", "insurance_014_040", "insurance_014_041", "insurance_014_042", "insurance_014_043", "insurance_014_044", "insurance_014_045", "insurance_014_046", "insurance_014_047", "insurance_014_048", "insurance_014_049", "insurance_014_050", "insurance_014_051", "insurance_014_052", "insurance_014_053" ], "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" ], "utterance": [ "Hello. Thank you for calling Rivertown Insurance helpline. My name is Anthony. How may I help you today?", "Hi Anthony, my name is Brianna. I'm calling bacause I recently moved out of my previous residence and I wanna change my address so I don't get my mails sent over there.", "Okay. Please provide your customer number.", "My customer number I'm gonna have to check my phone. Hold the line please.", "Okay.", "Yeah I got it. That's five one three three eight one eight four.", "Okay.", "hold please. That's five one three eight eight one eight four.", "Please confirm the full name and date of birth on the account.", "Brianna Coleman. Date of birth, second of Spetember, nineteen eighty nine.", "So when did this move occur?", "sometime last month. I believe it was on the fifteenth.", "Kindly confirm previous address.", "Four oh one North Park lane, San Francisco, California.", "Please provide your new address?", "That's ninety four West Palm boulevard, Los Angeles, California.", "Your Zip Code?", "I actually don't know what my zip code is. Hold on a second.", "Take your time.", "So it's nine oh three two four.", "Please confirm your new address, ninety four West Palm boulevard, Los Angeles, California. Nine of three two four.", "Correct.", "Is there anything else I can help you with?", "so I've got a renters policy covering my previous apartment. Can I get to transfer my policy to my current address?", "Absolutely.", "At no extra cost?", "I wouldn't say that. Your city and zip code has got a role in your insurance premiumiss Plus if you've recently purchased expensive belongings, that has got a role to play in a potential increment of your premiums.", "I did make some new purchase however I don't have my updated home inventory at the moment.", "You can always call back and get that calculated but in the meantime, your renters policy is gonna be transferred to your current address.", "Thank you.", "An e-mail to that effect will be forwarded to you.", "Great.", "Would that be all Brianna?", "One last thing. My landlord has requested for a proof of insurance.", "Okay. Would you like a physical or a digital proof of insurance?", "Best I go with the physical proof so I hand it to him in person.", "Okay. The mailing address is same address on your account?", "Correct. How long is it gonna take for the mail to get to me?", "It should take about one to three business days.", "What about shipping cost?", "We will handle the cost of shipping.", "You guys at Rivertown are the best!", "I'm glad to hear that. We've got a customer first policy.", "I can see!", "Your tracking number will be forwarded to your e-mail as soon as the package is shipped out.", "Amazing.", "Is there anything else I can help you with?", "Nah, I believe that'll be everything for now.", "Thank you so much for choosing Rivertown Insurance.", "My pleasure.", "Congrats on your new apartment.", "Thank you!", "You're welcome. Have a good day. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_015_000", "insurance_015_001", "insurance_015_002", "insurance_015_003", "insurance_015_004", "insurance_015_005", "insurance_015_006", "insurance_015_007", "insurance_015_008", "insurance_015_009", "insurance_015_010", "insurance_015_011", "insurance_015_012", "insurance_015_013", "insurance_015_014", "insurance_015_015", "insurance_015_016", "insurance_015_017", "insurance_015_018", "insurance_015_019", "insurance_015_020", "insurance_015_021", "insurance_015_022", "insurance_015_023", "insurance_015_024", "insurance_015_025", "insurance_015_026", "insurance_015_027", "insurance_015_028", "insurance_015_029", "insurance_015_030", "insurance_015_031", "insurance_015_032", "insurance_015_033", "insurance_015_034", "insurance_015_035", "insurance_015_036", "insurance_015_037", "insurance_015_038", "insurance_015_039", "insurance_015_040", "insurance_015_041", "insurance_015_042", "insurance_015_043", "insurance_015_044", "insurance_015_045", "insurance_015_046", "insurance_015_047", "insurance_015_048", "insurance_015_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": [ "Hello. Thank you for calling Rivertown Insurance, my name is Alice. How may I help you?", "Hi Alice, how are you?", "I'm doing great ma'am. How about you?", "It's Rose. I'm exhaused. Having a long week.", "So sorry you're having a long week. Anything I can do to help?", "as a matter of fact there is something you can do. I need to file a claim for my home, you can make it as smooth as possible. I'd appreciate that.", "Of course. I'll do just that.", "Great.", "Can I have your customer number?", "Hold a second. I got it saved on my phone.", "Okay.", "Got it. It's five one nine three three one eight four.", "Kindly confirm full name on the account, date of birth and last four numbers of your social security.", "Full name, Rose Philips. My date of birth is the eleventh of October, nineteen sixty one.", "Please confirm the last four numbers of your social security.", "Last four numbers. let's see that's one three two eight.", "Okay let's get started with filing your claim. What happened to your property?", "So I got a call from the police while I was at work that there was a burglary that ended in a shoot-out in my neighborhood.", "Oh my God. I hope no one was hurt.", "A neighbor got shot but she's okay. It's just so unbelieveable. I just got back from the precinct right now, my home is an active crime scene with tapes all over. I figured calling my insurer would be the right thing to do.", "You did the right thing. I will go ahead and get this filed so I can provide you with a claim number. I can see on your account you've got the home complete policy plan.", "Yeah.", "With the home complete policy, you are eligible for an on-the-spot settlement to cover for your additional living expenses as your home is currently an active crime scene.", "That would be great. Thank you. You are actually making my day right now.", "It's our job ma'am. In the meantime here's your claim number.", "Hold please.", "Okay.", "All set.", "Your claim number is your customer number, a hyphen then your claim ID. So that's five one nine three three one eight four hyphen one seven seven three one.", "five one nine three three one eight four hyphen one seven seven three one. Correct?", "Right.", "So what do I do next?", "Let the police do their job while we would be sending an adjuster to visit the precinct to get the police report.", "Okay.", "He will assess the damages done and estimate the costs.", "Okay.", "In the meantime, you have to get a place to stay while the police finish up their investigation.", "Thank you so much Alice, you've been really helpful.", "Thank you for choosing Rivertown Insurance.", "Whew, I'm so glad I did. .", "You'll have to run an inventory in your house to figure out what was stolen.", "I noticed the burglars went away with some cash and jewelry. I'm just glad the kids weren't home.", "Thank Goodness.", "I've got to run now. Let me know when the adjuster will be coming around so I clear up my schedule.", "Definitely. Is there anything else I can help you with?", "You've done more than enough. Thank you.", "Please take good care of yourself and get some rest.", "I will.", "Thank you for choosing Rivertown Insurance. Bye for now.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_016_000", "insurance_016_001", "insurance_016_002", "insurance_016_003", "insurance_016_004", "insurance_016_005", "insurance_016_006", "insurance_016_007", "insurance_016_008", "insurance_016_009", "insurance_016_010", "insurance_016_011", "insurance_016_012", "insurance_016_013", "insurance_016_014", "insurance_016_015", "insurance_016_016", "insurance_016_017", "insurance_016_018", "insurance_016_019", "insurance_016_020", "insurance_016_021", "insurance_016_022", "insurance_016_023", "insurance_016_024", "insurance_016_025", "insurance_016_026", "insurance_016_027", "insurance_016_028", "insurance_016_029", "insurance_016_030", "insurance_016_031", "insurance_016_032", "insurance_016_033", "insurance_016_034", "insurance_016_035", "insurance_016_036", "insurance_016_037", "insurance_016_038", "insurance_016_039", "insurance_016_040", "insurance_016_041", "insurance_016_042", "insurance_016_043", "insurance_016_044", "insurance_016_045", "insurance_016_046", "insurance_016_047", "insurance_016_048", "insurance_016_049", "insurance_016_050", "insurance_016_051", "insurance_016_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": [ "Hello good morning. My name is Emily. Thank you for calling Rivertown Insurance.", "Good morning Emily. My name is Paul. How are you today?", "I'm doing great, thanks. How may I help you?", "So yeah I wanna cancel my auto policy plan.", "Okay. Do you mind me asking why?", "I recently moved to Virginia and I realized it ain't a necessity over here.", "you do realize it's your health that matters. The financial liabilty that comes if lets say you get in an accident. You could potentially be stuck paying hundreds of thousands of dollars.", "hmm you got a point there. Well, it's a temporary decision and I appreciate you looking out but I've made up my mind. Kindly walk me through what I need to do to cancel my plan.", "Okay then. Please provide your customer number.", "Hold a sec. Let me get it.", "Gotcha.", "Here we go. It's five one one.", "Five one one.", "Three four six.", "Three four six.", "Two two.", "Two two.", "Yeah.", "Kindly confrim your full name and date of birth.", "Paul Anderson. Date of birth is seventh of November nineteen eighty three.", "Okay. So there's a list of requirement for a policy cancellation process.", "Okay.", "You're gonna have to make a ten percent payment of your remaining premium.", "Why do I need to make that payment?", "It's part of the agreement. Your signed up for a year and you're cancelling just a little over three months. You're gonna have to make a payment of ten percent of the premium you would have paid over the next seven months.", "That's bullshit!", "I'm sorry but it's stated in the policy agreement.", "I don't believe this.", "As soon as this payment is made, I'll be forwarding a cancellation letter to you to be signed and forwarded back via e-mail or fax, whichever is favorable.", "I'd prefer an email. But hold on a second, let me get this straight, how much would I be paying?", "Ten percent of your seven month premium adds up to a total of thirthy five dollars.", "Okay. How do I make payment?", "A payment link would be forwarded to your mail together with your cancellation letter.", "Okay.", "As soon as payment is made and the signed copy of the cancellation letter is received, you'll get a policy cancellation notice stating that your policy is officially cancelled.", "Okay then.", "Kindly verify your email address so I forward the link for payment to be made together with the cancellation letter.", "My email address is Paul dot Anderson twenty-one at Gmail dot com. I believe it's the same email attached to my account.", "Right.", "Is there anything else?", "Please hold while I get your letter forwarded to your email address.", "Okay.", "Alright. Mail sent.", "I must say I'm quite disappointed with having to make a payment for cancellation.", "I'm sorry about you weren't of that Paul but that's how it works.", "Right.", "Would there be anything else you would like me to assist you with?", "Nah, I believe that would be all for now.", "Okay. Thank you for calling Rivertown Insurance. We look forward to getting in business with you again.", "I doubt that. Do enjoy the rest of your day.", "Thanks, you too.", "Good bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_017_000", "insurance_017_001", "insurance_017_002", "insurance_017_003", "insurance_017_004", "insurance_017_005", "insurance_017_006", "insurance_017_007", "insurance_017_008", "insurance_017_009", "insurance_017_010", "insurance_017_011", "insurance_017_012", "insurance_017_013", "insurance_017_014", "insurance_017_015", "insurance_017_016", "insurance_017_017", "insurance_017_018", "insurance_017_019", "insurance_017_020", "insurance_017_021", "insurance_017_022", "insurance_017_023", "insurance_017_024", "insurance_017_025", "insurance_017_026", "insurance_017_027", "insurance_017_028", "insurance_017_029", "insurance_017_030", "insurance_017_031", "insurance_017_032", "insurance_017_033", "insurance_017_034", "insurance_017_035", "insurance_017_036", "insurance_017_037", "insurance_017_038", "insurance_017_039", "insurance_017_040", "insurance_017_041", "insurance_017_042", "insurance_017_043", "insurance_017_044", "insurance_017_045", "insurance_017_046", "insurance_017_047", "insurance_017_048", "insurance_017_049", "insurance_017_050", "insurance_017_051", "insurance_017_052", "insurance_017_053", "insurance_017_054", "insurance_017_055", "insurance_017_056", "insurance_017_057", "insurance_017_058", "insurance_017_059", "insurance_017_060", "insurance_017_061", "insurance_017_062" ], "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" ], "utterance": [ "Hello. Thank you for calling Rivertown Insurance helpline. How may I help you?", "Hi, I just got involved in an accident and I wanna file an auto claim.", "Oh my God. Are you okay?", "Yes I'm fine, just got a bruise around my arm. the front grill of my vehicle on the other hand is totalled.", "Are you still at the scene of the accident?", "No this happened a while back. I got some first aid, took a cab and now I'm home.", "Thank goodness you're okay.", "You can say that again, the whole incident was a madness.", "I can imagine. So you wanna file a claim?", "Yes what have I got to do?", "First, we'd wanna know what covered vehicle was involved.", "My Mustang.", "And who was driving?", "I was the only one in the vehicle.", "Location and time of the accident.", "That was on the traffic light at Bradley and Moss.", "A basic description of the accident and the severity of the damage.", "this one is huge. So I'm at the traffic light and as soon as I was green and moving, this car from the other end comes straight into me and takes out my front grill, it all happened at a blinding speed.", "Wow.", "I'm still a bit traumatized if I'm being honest.", "I'm so sorry you had to experience that. I'm gonna need the name and insurance information of the other driver.", "Highway patrol can help with that. They got involved.", "Oh okay. So a report has been filed.", "Yeah definitely.", "Okay. We're gonna need that police report number.", "Okay not a problem. My attorney will get that.", "Great.", "Is there some sort of time limit for filing claims or submittting additional information.", "Yes there is but you're here now. I'll be checking your account right away and as soon as I get your policy and coverage type, I'll be assigning an adjuster to this situation. This situation will be resolved as quick as possible.", "That's great.", "I will need your customer number.", "Please hold the line while I get that.", "Take your time.", "Got it. Nine one three four eight eight one seven.", "Nine one three four eight eight one seven. Please provide full name and date of birth your account.", "Andrew Bush.", "Okay. Your date of birth?", "That's seventeen March, nineteen sixy seven.", "Please provide last four digits of your social security number.", "One one five nine.", "Got it. I can see your auto policy plan is the complete auto.", "Right.", "During the course of the week, our insurance adjuster will contact you for additional information.", "Okay.", "Please note that the conversation with the adjuster will be recorded.", "I don't follow. Why would he or she be doing that?", "It's protocol sir. This will be used in determining who was at fault.", "Okay. Then what next?", "Your vehicle will be moved to our certified repair shop and undergo final inspections.", "Okay.", "Then finally the adjuster will authorize a final payment. You'll sign a release, accepting the payment.", "Got it. How soon should I expect to be contacted by this adjuster so I free up my schedule?", "In twenty-four to forty-eight hours, our adjuster will be in touch.", "Okay.", "In the mean time, you should get some rest.", "Yes I should, my wife is worried sick.", "I can imagine. Is there anything else I can help you with?", "I believe that will be all for now.", "Okay. Will get in touch as soon as possible. Take good care of yourself.", "Great. I'd appreciate that.", "Thank you for choosing Rivertown Insurance.", "It's a pleasure. Bye.", "Good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_018_000", "insurance_018_001", "insurance_018_002", "insurance_018_003", "insurance_018_004", "insurance_018_005", "insurance_018_006", "insurance_018_007", "insurance_018_008", "insurance_018_009", "insurance_018_010", "insurance_018_011", "insurance_018_012", "insurance_018_013", "insurance_018_014", "insurance_018_015", "insurance_018_016", "insurance_018_017", "insurance_018_018", "insurance_018_019", "insurance_018_020", "insurance_018_021", "insurance_018_022", "insurance_018_023", "insurance_018_024", "insurance_018_025", "insurance_018_026", "insurance_018_027", "insurance_018_028", "insurance_018_029", "insurance_018_030", "insurance_018_031", "insurance_018_032", "insurance_018_033", "insurance_018_034", "insurance_018_035", "insurance_018_036", "insurance_018_037", "insurance_018_038", "insurance_018_039", "insurance_018_040", "insurance_018_041", "insurance_018_042", "insurance_018_043", "insurance_018_044", "insurance_018_045", "insurance_018_046", "insurance_018_047", "insurance_018_048", "insurance_018_049", "insurance_018_050", "insurance_018_051", "insurance_018_052", "insurance_018_053", "insurance_018_054", "insurance_018_055", "insurance_018_056", "insurance_018_057", "insurance_018_058", "insurance_018_059", "insurance_018_060", "insurance_018_061", "insurance_018_062", "insurance_018_063", "insurance_018_064", "insurance_018_065", "insurance_018_066", "insurance_018_067", "insurance_018_068", "insurance_018_069", "insurance_018_070", "insurance_018_071", "insurance_018_072", "insurance_018_073", "insurance_018_074", "insurance_018_075", "insurance_018_076", "insurance_018_077", "insurance_018_078", "insurance_018_079", "insurance_018_080", "insurance_018_081", "insurance_018_082" ], "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" ], "utterance": [ "Hello, thanks for calling Rivertown Insurance helpline. How can I help you?", "Hi I wanna get a howeowners quote.", "Great. We've got three available policies for the homeowner insurance with mutiple coverage.", "What are their coverages and how much does it cost?", "The coverages differ with the basic home, home preferred and home complete plans. All at affordable prices.", "Okay.", "The basic home policy just like the home preferred and home complete pays to repair or rebuild your home if it is damaged or destroyed by fire, hail or other disasters listed in the policy.", "sounds good but what's the difference?", "Right. The home preferred policy has got more coverage than the basic home as this policy covers your personal belongings as well. Let's say in a case of burglary, fire or the disasters listed in the policy.", "This goes for how much?", "The basic home policy goes for an annual rate of twelve hundred.", "And the preferred one? The one with the coverage for personal belonging.", "The home preferred. That policy goes for an annual rate of sixteen hundred.", "sounds good to me.", "Of course. The best of all three is the home complete policy with liabilty protection and additional living expenses. This covers you against lawsuits for bodily injury or property damage that you or your family members cause to other people. It also covers damages caused by your pets.", "nice.", "Covering additional cos of living away from home if you cannot live in your home due to damages from an insured disaster.", "That's really amazing.", "Yeah it covers hotel bills, restaurant meals and other costs.", "Wow. For how much?", "The home complete plan goes for an annual rate of two thousand dollars.", "It's on the high side but it's totally worth it. I guess.", "It is definitely worth it. Have you made up your mind which you'd be going for?", "I'm kinda leaning towards the home complete plan.", "That would be a great decision.", "Mhm.", "Do you have an account with us at Rivertown Insurance?", "No I don't.", "Would you like to open up an account?", "", "It won't take much of your time. Plus when you do make up your mind with the quote, you won't have to go through creating an account. All you do is sign and upload necessary documents, upload and the policy would be live in your account.", "Okay. Sign me up.", "Great. Please provide your full name, home address, email address and date of birth.", "Megan Curtis. Date of birth is fourteenth December nineteen ninety.", "Fourteen December, nineteen ninety. And your address?", "Ten Park lane, Manhattan, New York.", "Zip code?", "One zero zero two one.", "E-mail address?", "Megan Curtis five one one at Gmail dot com.", "So full name Megan Curtis. Date of birth Fourteen December, nineteen ninety and address is ten Park lane Manhattan New York. Zip code one zero zero two one and e-mail address is megan curtis five one one at Gmail dot com. Correct?", "Perfect.", "Please provide mobile number.", "That's three two seven.", "Three two seven.", "Five one five.", "Five one five.", "Three one two six.", "Three one two six.", "Right.", "Last detail required so I get your account up and running is your social security number.", "Just a moment.", "Take your time.", "Thats three one three.", "Three one three.", "Two four.", "Two four.", "Nine one three three.", "Nine one three three.", "Yeah.", "Your account is up and running. A text message containing your custome number has been forwarded to you. Kindly acknowledge receipt.", "It's not in yet. Wait hold a second. I just got it.", "Kindly confrim customer number.", "That's five one three nine eight one four two.", "Perfect. I'll be forwarding the home quote to the email attached to your account.", "That's fine.", "Is the address of the property getting insured same as the address on your account?", "No the property is down at Chelsea.", "Do you know how much this property is worth?", "A hundred and twenty thousand dollars.", "Have you got a mortgage on the property?", "No.", "Okay. Your home quote is on its way.", "Great. Thank you so much. You've been very helpful.", "You're definitely welcome. Here at Rivertown Insurance, we ensure customer satisfaction in every transacction.", "Nice.", "Is there anything else I can do for you Megan?", "I believe that'll be all for now.", "Thank you so much for calling Rivertown helpline.", "Thank you.", "Do enjoy the rest of your day.", "You too. Bye.", "Bye Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_019_000", "insurance_019_001", "insurance_019_002", "insurance_019_003", "insurance_019_004", "insurance_019_005", "insurance_019_006", "insurance_019_007", "insurance_019_008", "insurance_019_009", "insurance_019_010", "insurance_019_011", "insurance_019_012", "insurance_019_013", "insurance_019_014", "insurance_019_015", "insurance_019_016", "insurance_019_017", "insurance_019_018", "insurance_019_019", "insurance_019_020", "insurance_019_021", "insurance_019_022", "insurance_019_023", "insurance_019_024", "insurance_019_025", "insurance_019_026", "insurance_019_027", "insurance_019_028", "insurance_019_029", "insurance_019_030", "insurance_019_031", "insurance_019_032", "insurance_019_033", "insurance_019_034", "insurance_019_035", "insurance_019_036", "insurance_019_037", "insurance_019_038", "insurance_019_039", "insurance_019_040", "insurance_019_041", "insurance_019_042", "insurance_019_043", "insurance_019_044", "insurance_019_045", "insurance_019_046", "insurance_019_047", "insurance_019_048", "insurance_019_049", "insurance_019_050", "insurance_019_051", "insurance_019_052" ], "speaker_role": [ "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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.", "Good afternoon. Thank you for calling Rivertown Insurance helpdesk. My name is Peter. How may I help you today?", "Good Afternoon Peter. Having a good day?", "Yes I am. Thank you for asking. How about you?", "Well, it's been alright.", "Great. How may I be of assistance?", "I want your best advise. Do I open up an account for my daughter or adding her as a dependent on my account would be a better idea?", "I believe adding your daughter as a dependent on your account has got more advantages.", "How so?", "so a dependent care benefits incluse tax credits and employee benefits such as day care allowances for the care of their dependents.", "Hmm sounds good.", "The paid leave is another benefit to certain employees who take time away from work to care for a dependent.", "So what have I gotta do to get my dependent added to my account?", "First I'm gonna need you to provide your customer number.", "Just a minute.", "Okay.", "So it's five one five four.", "Five one five four.", "One nine three three.", "One nine three three.", "Right.", "Please confirm your full name.", "Donald Johnson.", "Please confirm date of birth and social security number.", "Date of birth is March eleven, nineteen eighty four. Social security nine eight one two two nine three four two.", "Okay so I will go ahead and add your daughter to your list of dependents.", "Cool.", "I'm gonna need you to provide some details.", "No problem.", "So relationship to self is daughter right?", "Correct.", "Dependent's first name?", "Lucy.", "Dependent's last name?", "Johnson.", "Dependent's date of birth?", "Thats fifth of January, twenty fifteen.", "January five, twenty fifteen.", "Yeah.", "Dependent's health issues?", "oh. My daughter is healthy, she's got no history of health issues.", "Got it. Please hold the line.", "Okay.", "So your dependent is all set up on your account.", "Great so will I be making any payment at this time?", "I would advice an increase in your premiums but you don't have to make any payment right away. Only if you want to as you've got auto billing already set.", "Alright then, I'll look into it.", "Right.", "Thank you so much Peter.", "Thank you Donald, would that be all?", "Yeah that'll be all for now. Do enjoy the rest of your day.", "I will. Thank you for calling Rivertown Insurance. Have a good day.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_020_000", "insurance_020_001", "insurance_020_002", "insurance_020_003", "insurance_020_004", "insurance_020_005", "insurance_020_006", "insurance_020_007", "insurance_020_008", "insurance_020_009", "insurance_020_010", "insurance_020_011", "insurance_020_012", "insurance_020_013", "insurance_020_014", "insurance_020_015", "insurance_020_016", "insurance_020_017", "insurance_020_018", "insurance_020_019", "insurance_020_020", "insurance_020_021", "insurance_020_022", "insurance_020_023", "insurance_020_024", "insurance_020_025", "insurance_020_026", "insurance_020_027", "insurance_020_028", "insurance_020_029", "insurance_020_030", "insurance_020_031", "insurance_020_032", "insurance_020_033", "insurance_020_034", "insurance_020_035", "insurance_020_036", "insurance_020_037", "insurance_020_038", "insurance_020_039", "insurance_020_040", "insurance_020_041", "insurance_020_042", "insurance_020_043", "insurance_020_044", "insurance_020_045", "insurance_020_046", "insurance_020_047", "insurance_020_048", "insurance_020_049", "insurance_020_050", "insurance_020_051", "insurance_020_052", "insurance_020_053", "insurance_020_054", "insurance_020_055", "insurance_020_056", "insurance_020_057", "insurance_020_058", "insurance_020_059", "insurance_020_060", "insurance_020_061", "insurance_020_062", "insurance_020_063", "insurance_020_064", "insurance_020_065", "insurance_020_066", "insurance_020_067", "insurance_020_068", "insurance_020_069", "insurance_020_070", "insurance_020_071", "insurance_020_072", "insurance_020_073", "insurance_020_074", "insurance_020_075", "insurance_020_076", "insurance_020_077", "insurance_020_078", "insurance_020_079", "insurance_020_080", "insurance_020_081", "insurance_020_082", "insurance_020_083", "insurance_020_084", "insurance_020_085" ], "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" ], "utterance": [ "Hello. Thank you for calling Rivertown Insurance helpline. My name is Anna. How may I help you today?", "Hi Anna, my name is Robert. I recently got a new apartment and I wanna get more information about a renters insurance and get a renters quote.", "First I'd like to say congratulations on your newly acquired apartment.", "Oh thank you so much.", "Don't mention it.", "I really wanna know how the renters insurance works. The payments, the benefits, everything.", "A renters insurance helps protect you and your belongings if the unexpected happens.", "okay.", "You might be wondering what about the landlord's insurance.", "Exactly.", "Well that covers only the building but not your personal things.", "Oh I see. So what type of damage does the renter insurance cover?", "Depeneding on your policy plan, the renters quote covers you and your belongings for things like fire, smoke damage, vandalism, theft, water damages and even visitor injuries.", "That's great. I like it.", "I bet you do . The items covered in the renters insurance include electronics, furnitures, clothings and a lot more.", "Wow, sounds so good.", "It also covers extra expenses if property is unhabitable due to a covered loss. Let's say in the case of a fire.", "How much does it cost?", "For the renters insurance, here at Rivertown Insurance we've got two plans.", "Okay.", "We got the renters basic plan which goes for an annual rate of two hundred dollars.", "", "And we got the renters preferred plan which goes for an annual rate of three hundred dollars.", "What's the difference between the renters basic and the renters preferred plan?", "The renters preferred plan has got more coverage such as medical expenses and or legal fees if some is injured on your property while the renters basic only covers you and your belongings.", "I think I'd like to get a quote for the renters preferred plan.", "Great choice. Do you have an account with Rivertown Insurance?", "no I don't.", "Would you mind opening up an account right away? It won't take much of your time.", "Okay then. Sign me up.", "Great. Please provide your full name and date of birth.", "Full name is Robert Koeman.", "Koeman as in k. o. e. m. a. n.?", "Correct.", "Your date of birth?", "That's the fifth of January, nineteen ninety two.", "Next I'm gonna need you to provide your home address, e-mail address and mobile number.", "Mobile number is seven one nine.", "Seven one nine.", "Eight four two.", "Eight four two.", "Nine nine one five.", "Nine nine one five.", "Yeah.", "So that's seven one nine eight four two nine nine one five. Please confirm.", "Correct.", "Your address?", "One three nine Ross Boulevard, Minneapolis, Minnesota.", "Zip code?", "Five three four four four.", "Please confirm address. One three nine Ross Boulevard. Minneapolis, Minnesota. Five three four four four.", "Correct. My e-mail address is Rob Koeman ninety two at Gmail dot com.", "Rob Koeman ninety two at Gmail dot com.", "Right.", "Finally I'm gonna need your social security number and for your security question.", "My social security number is four one four.", "Four one four.", "Two nine.", "Two nine.", "Five one six three.", "Five one six three.", "Correct.", "So that's four one four two nine five one six three. Please confirm.", "Yeah that's it.", "Got any security question in mind, perhaps your first crush in middle school.", "that's a good one.", ".", "I think I'll go with that. Her name was Jessica. She got me writing poems back then .", "That was cute. So we're going with first crush in middle school as your security question and your answer is Jessica. Please confirm.", "Yeah.", "You're all set. You should get your customer number forwarded to your mobile phone any moment now.", "Please hold while I confirm.", "Okay.", "So I just got it. My customer number is three one one five seven nine one six.", "Great. The address for the quote the same address on your account?", "Yeah it's the same.", "What's the property type? Is it a duplex, an apartment complex?", "It's a single studion apartment.", "Got it. Your quote is ready and has been forwarded to your e-mail address.", "Nice. I'll check it out.", "Is there anything else I can help you with Rob.", "I believe that would be all for now. If I got any question at any point in time, I will give you a call.", "Great. Thank you so much for choosing Rivertown Insurance.", "Pleasure is all mine. Thank you and have a good day.", "I will. Bye.", "Yeah bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_021_000", "insurance_021_001", "insurance_021_002", "insurance_021_003", "insurance_021_004", "insurance_021_005", "insurance_021_006", "insurance_021_007", "insurance_021_008", "insurance_021_009", "insurance_021_010", "insurance_021_011", "insurance_021_012", "insurance_021_013", "insurance_021_014", "insurance_021_015", "insurance_021_016", "insurance_021_017", "insurance_021_018", "insurance_021_019", "insurance_021_020", "insurance_021_021", "insurance_021_022", "insurance_021_023", "insurance_021_024", "insurance_021_025", "insurance_021_026", "insurance_021_027", "insurance_021_028", "insurance_021_029", "insurance_021_030", "insurance_021_031", "insurance_021_032", "insurance_021_033", "insurance_021_034", "insurance_021_035", "insurance_021_036", "insurance_021_037", "insurance_021_038", "insurance_021_039", "insurance_021_040", "insurance_021_041", "insurance_021_042", "insurance_021_043", "insurance_021_044", "insurance_021_045", "insurance_021_046", "insurance_021_047", "insurance_021_048", "insurance_021_049", "insurance_021_050", "insurance_021_051", "insurance_021_052", "insurance_021_053", "insurance_021_054", "insurance_021_055", "insurance_021_056", "insurance_021_057", "insurance_021_058", "insurance_021_059", "insurance_021_060", "insurance_021_061", "insurance_021_062", "insurance_021_063", "insurance_021_064", "insurance_021_065", "insurance_021_066", "insurance_021_067", "insurance_021_068", "insurance_021_069", "insurance_021_070", "insurance_021_071", "insurance_021_072", "insurance_021_073", "insurance_021_074", "insurance_021_075", "insurance_021_076", "insurance_021_077", "insurance_021_078", "insurance_021_079", "insurance_021_080", "insurance_021_081", "insurance_021_082", "insurance_021_083", "insurance_021_084", "insurance_021_085", "insurance_021_086", "insurance_021_087", "insurance_021_088", "insurance_021_089", "insurance_021_090", "insurance_021_091", "insurance_021_092", "insurance_021_093" ], "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" ], "utterance": [ "Hello, thank you for holding the line. My name is Curtis. How may I help you?", "Hi Curtis, I'm Josh. I called earlier in regards to a condo quote.", "Right. Were you able to sort out the issue with your other insurance company?", "Yeah, glad I got to finally terminate my account with them.", "I'm sorry you had to experience all of that.", "Their premiums were outrageous plus they got shitty coverage.", "Be rest assured you will have the best customer experience with Rivertown Insurance.", "I hope so because my buddies over here got nothing but good reviews about Rivertown.", "That's great.", "So about the condo quote. I've not moved in yet but I've acquired the property.", "Okay.", "So I'm looking for the best policy plan with coverage and benefits to suit my needs.", "You're at the right place. We've got two condo policy plans with different levels of coverage for you to choose from.", "nice.", "We've got the condo basic which covers expenses caused by theft, fire and smoke, vandalism, sudden and accidental damage to your plumbing, water heater, air conditioning system or house hold appliances.", "Sounds good. And the second plan?", "Right. The second we've got the condo preferred this covers all the condo basic policy covers andd even more.", "Like?", "It provides protection for covered liability claims or lawsuits. Let's say a vistior gets hurt in your property. It's covers medical bills for your visitor.", "Cool.", "Your personal belongings such as jewelries, paintings.", "Mhm nice! How much do they both cost though?", "The condo basic goes for an annual rate of five hundred dollars.", "That's how much in premiums montly?", "Forty dollars.", "okay and the condo preferred?", "The condo preferred goes for an annual rate of six hundred dollars which is a fifty dollars in montly premiums.", "Great, it's settled then. I'll go for the condo preferred policy plan.", "Great choice. Would you like open up an account now so when I forward your quote you won't have to go through the procedure of opening up an account?", "Yeah I got time on my hands right now. Let's get it done.", "Okay. I'm gonna need you to provide some information.", "Okay.", "Please provide your full name and date of birth.", "Josh Schmeichel.", "Schmeichel as in s. c. h. m. e. i. c. h. e. l.?", "Right. Date of birth is September twenty-one, nineteen eighty seven.", "Next I'm gonna need you to provide your mobile number, e-mail address and home address.", "My mobile number is seven one seven.", "seven one seven.", "Five two three.", "Five two three.", "Two one four two.", "Two one four two. So that's seven one seven five two three two one four two. Please confirm.", "Yeah that's it.", "E-mail address?", "Josh dot Schmeichel eighty eight at Gmail dot com.", "Josh dot Schmeichel eighty eight at Gmail dot com. Please confirm.", "Correct.", "Next is your home address.", "So the thing is I'll be moving in to my condo sometime nextweek. So should I use my current address or my condo address?", "Since you'll be moving next week and that's the same property you're gonna be gettiing insured then I believe you should make use of that address instead.", "My thoughts exactly. That'll be five oh one Mandela street.", "Five oh one Mandela street.", "San Antonio, Texas.", "San Antonio, Texas.", "Yeah.", "Your zip code?", "Please hold, I'm gonna have to check that up.", "Okay.", "My zip is three one nine five two.", "Three one nine five two. Please confirm address, five oh one Mandela street, San Antonio, Texas. Three one nine five two.", "Correct.", "Lastly I'm gonna need you to provide your social security number and a security question you won't forget.", "My SSN is nine one nine.", "Nine one nine.", "Three two.", "Three two.", "Four one four nine.", "Four one four nine.", "Yeah and my security question let's see. I'll go with the name of my first pet. Her name was Lulu.", "Perfect so please confirm. Your social security number is nine one nine three two four one four nine.", "Yeah.", "And the answer to your security question which is the name of your first pet is Lulu.", "Correct.", "You're all set, you'll be receiving a text message shortly containing your customer number.", "Yeah I just got it.", "Please confirm your customer number.", "Your Rivertown Insurance customer number is seven one three two five six nine three.", "Please check that again you got a number wrong.", "Oh yeah? Seven one three two five five nine three.", "Perfect. So I'll be forwarding the quote for your condo to your e-mail address. Is that okay?", "Yes please.", "Please signify your policy start date. The day you want your coverage to commence so I put it on your quote.", "I don't mind if it starts right away so you can put in today's date as the policy start date.", "Done. Your quote has been forwarded to your mail.", "Awesone. You've been very helpful.", "Is there anything else I can do for you?", "I believe that'll be all for now, I can always call back if I need any assistance.", "Of course. Thank you so much for choosing Rivertown Insurance.", "It's my pleasure.", "Do have a nice weekend ahead of you.", "You too.", "I will. Bye for now.", "Yeah bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_022_000", "insurance_022_001", "insurance_022_002", "insurance_022_003", "insurance_022_004", "insurance_022_005", "insurance_022_006", "insurance_022_007", "insurance_022_008", "insurance_022_009", "insurance_022_010", "insurance_022_011", "insurance_022_012", "insurance_022_013", "insurance_022_014", "insurance_022_015", "insurance_022_016", "insurance_022_017", "insurance_022_018", "insurance_022_019", "insurance_022_020", "insurance_022_021", "insurance_022_022", "insurance_022_023", "insurance_022_024", "insurance_022_025", "insurance_022_026", "insurance_022_027", "insurance_022_028", "insurance_022_029", "insurance_022_030", "insurance_022_031", "insurance_022_032", "insurance_022_033", "insurance_022_034", "insurance_022_035", "insurance_022_036", "insurance_022_037", "insurance_022_038", "insurance_022_039", "insurance_022_040", "insurance_022_041", "insurance_022_042", "insurance_022_043", "insurance_022_044", "insurance_022_045", "insurance_022_046", "insurance_022_047", "insurance_022_048", "insurance_022_049", "insurance_022_050", "insurance_022_051", "insurance_022_052", "insurance_022_053", "insurance_022_054", "insurance_022_055", "insurance_022_056", "insurance_022_057", "insurance_022_058", "insurance_022_059", "insurance_022_060", "insurance_022_061", "insurance_022_062", "insurance_022_063", "insurance_022_064", "insurance_022_065", "insurance_022_066", "insurance_022_067", "insurance_022_068", "insurance_022_069", "insurance_022_070", "insurance_022_071", "insurance_022_072", "insurance_022_073", "insurance_022_074", "insurance_022_075", "insurance_022_076", "insurance_022_077", "insurance_022_078", "insurance_022_079", "insurance_022_080", "insurance_022_081", "insurance_022_082", "insurance_022_083", "insurance_022_084", "insurance_022_085", "insurance_022_086", "insurance_022_087", "insurance_022_088", "insurance_022_089", "insurance_022_090" ], "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" ], "utterance": [ "Hello, Thanks for calling Rivertown Insurance, my name is Jen, can I help you?", "Hi Jen, I am trying to learn more information on some insurance plans. [Laughter].", "Certainly Id Love to tell you all about our plans. Can I have your first name please?", "yeah! My first name is Rebecca, R.e.b.e.c.c.a.", "ok, Let's see if I got this right. It's R.e.b.e.c.c.a..", "#mhm.", "Ok, Can I have your last name now please?", "#Uh, my last name is Robinson. Spelled R.o.b.i.n.s.o.n.", "R.o.b.i.n.s.o.n. is that correct?", "Yes, mam.", "Rebecca, what is the best phone number to reach you, in case we get disconnected?", "My cell phone number is Five one five, two eight zero, nine three seven five.", "Okay that was, five one five, two eight zero, nine three seven five. Is that correct?", "yes.", "Awesome. alright, what type of insurance policy were interested in knowing more about?", "A couple, if you don't mind.", "Of course, I don't mind at all. Rivertown provides insurance for Pets, Rent, Life, automobile, condo and homeowners. Which insurance would you like to know more about?", "I just moved from out of state and bought my first home, .", "Wow! Congratulations on your new home! Where did you move from?", "Maine.", "Where abouts did you move to?", "here in southern California. .", "[Laughter], how do you like it so far?", "it's a lot warmer .", "Yea, that is true. .", "[Laughter], and expensive.", "[Laughter] so are you looking for homeowners insurance?", "Yea, my last insurance company had a bundle option for home and auto.", "We do have home and auto insurance but our rates stay the same.", "#oh, ok.", "Ok, Rebecca, who was your previous providers?", "I had basic auto insurance from CareLot.", "#mhm, and have you canceled that policy?", "Yes, I have.", "#oh, Great! We offer Basic auto insurance for one thousand dollars a year, is that something you are still interested in?", "No, well, actually, I just bought a new car as well, and want something with a little more coverage. Is there any kind of discount for bundling home and auto insurance?", "-huh, like I said before, we do not have any promotions at this time. Is the bundle still something you want to move forward with?", "#mhm, Yes, it is, I think Ill just stick to to Basic insurance.", "Sure, we can do that for you. Basic provides the minimum protection for you and your vehicle. It is lowest cost option.", "Ok great, wait, so if I get into an accident, then just my vehicle will be covered and myself, not the other driver or his car?", "That is correct. #Uh I think repairs is up to a ten thousand dollar coverage, and fifteen thousand for medical.", "#oh, ", "is that going to be enough coverage for you? Our Preferred option, covers both you, your vehicle and the other party involved for five hundred dollars more a year.", "how much is that a month?", "#mhm Sure, give me one second to calculate that for you.", "Ok, thank you.", "Ok, Rebecca, thats one hundred and twenty five dollars a month.", "#oh ok, before I decide, can you tell me a little about your insurance options for homeowners?", "Yes of course, So we offer basic, preferred and complete. Basic provides dwelling protection which covers the structure and foundation of the home and other structures attached to the home against certain risks like, weather. Preferred provides dwelling protection for the home as well as personal property inside the home and other structures attached to the home. Finally, our complete homeowners insurance provides dwelling protection, personal property and liabilities for all injuries or damage to someone elses property.", "What are the monthly costs for each of those?", "Yeah, sure hold on one second for me please.", "yup.", "Ok, #mhm so, Basic insurance is one hundred dollars a month, Preferred insurance is about one hundred thirty three and thirty three cents, and our complete homeowners insurance comes out to be one hundred sixty six dollars and sixty seven cents a month.", "ok, Thank you. I might need some time to think it over.", "Do you have any questions about the policies, that I can help you with? Maybe we can come to a decision together.", "you know what I think Ill just do the basic for both and if I feel like I need to change it later, can I just call you guys, and have it switched?", "Yes, you can also log into the online account we set up earlier to access and change any of your information. Customer service is always available as well.", "Okay great. #Um lets let us do that then.", "Great! I'm going to need some more information from you.", "Ok, #mhm anything you need.", "Thank you, okay let us see. #Um lets work on your auto insurance policy first, can I have the make and model of your vehicle please?", "yea, it is a two thousand and nineteen Tesla Model number three.", "Oh wow! Nice new car! Do you like it?", "Yeah, it's very nice!", "Ok Rebecca, can you give me the Vin number for this car please?", "yea, give me one second I have to go to my car and get it.", "Sure, no rush.", "#oh okay I got it [Laughter] okay, are you ready?", "Yes, sir. Go ahead.", "It is, three B. nine. S. T. six four five four zero T. seven two four eight nine.", "ok, let me read that back to you.", "#mhm.", "three B. nine. S. T. six four five four zero T. seven two four eight nine is that correct?", "Yup, #mhm.", "Awesome, have you ever been in any car accidents in the last five years.", "No, I have not.", "okay, have you had any tickets in the last five years?", "no. I have not.", "and any D.U.I.'s?", "no. no.", "Great lets start your home owners insurance.", "My house has three bedrooms and two bathrooms.", "#oh, perfect. Thank you. And you wanted Basic Insurance for your home as well?", "Yes mam.", "Great! you are all set up. Your first monthly premiums are due one the second on next month, does that work for you?", "Yes, Thank you.", "Ok Rebecca, is there anything else I can help you with today?", "No, Thank you so much Shelly for all of your help.", "You are very welcome. Now if you have any questions, you can call us back any time. You have an amazing rest of your day.", "Thank you. You too. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_023_000", "insurance_023_001", "insurance_023_002", "insurance_023_003", "insurance_023_004", "insurance_023_005", "insurance_023_006", "insurance_023_007", "insurance_023_008", "insurance_023_009", "insurance_023_010", "insurance_023_011", "insurance_023_012", "insurance_023_013", "insurance_023_014", "insurance_023_015", "insurance_023_016", "insurance_023_017", "insurance_023_018", "insurance_023_019", "insurance_023_020", "insurance_023_021", "insurance_023_022", "insurance_023_023", "insurance_023_024", "insurance_023_025", "insurance_023_026", "insurance_023_027", "insurance_023_028", "insurance_023_029", "insurance_023_030", "insurance_023_031", "insurance_023_032", "insurance_023_033", "insurance_023_034", "insurance_023_035", "insurance_023_036", "insurance_023_037", "insurance_023_038", "insurance_023_039", "insurance_023_040", "insurance_023_041", "insurance_023_042", "insurance_023_043", "insurance_023_044", "insurance_023_045", "insurance_023_046", "insurance_023_047", "insurance_023_048", "insurance_023_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 Calling Rivertown Insurance my name id Dale, how may I help you today?", "Hi there Dale, was it?", "Yes, sir, how may I help you today?", "my name is Rodger, and I already have an account with you guys.", "Okay Rodger, how are you doing today.", "I am good, how are you?'.", "I am doing well. [Laughter].", "Good, I can't get into my account.", "I Can help you with that. is the problem the username or the password?", "It's the password, I think I need to reset it.", "I can help you with that for sure. give me one second Rodger while I try to access your account.", "ok great thank you.", "sure, lets Lets start with your first and last name.", "yea, my first name is Rodger.", "Can you spell that for me Rodger?", "yup. R.o.d.g.e.r.", "R.o.d.g.e.r?", "yes thats right.", "Okay, can I have your last name please?", "Yea, it is Morgan. M.o.r.g.a.n.", "Okay, let me se if I got this right.", "Okay.", "M.o.r.g.a.n. is that correct?", "#mhm, yes it is.", "Great. And what is your phone number?", "Six Six one seven five five zero three nine five.", "was that, Six six one seven five five zero zero nine five?", "no it's Six Six one seven five five zero three nine five.", "#oh ok Six Six one seven five five zero three nine five?", "[Laughter] yes thats right.", "Awesome. Alright I see an email here, which would be your username.", "Okay. Hold on let me get a pen and paper.", "okay, take your time.", "Ok. #mhm I'm ready, go ahead.", "Ok, it's Morganrodgereight three at gmail dot com.", "#oh, yeah I knew that. Can we reset my password.", "#oh #mhm sorry sir, Let me get to your security questions here. One second.", "okay?", "Alright, I just need you to verify the answer for me, so we can change the password for your account. What was the name of the street you live on as a child?", "#oh Pamela Square.", "Ok, Rodger. It's all set I have a temporary password here for you, you can now go back into your account, then you will be prompted to change it to your new password.", "Ok what is the temporary password? I'm ready.", "its Capital A lowercase b. and c. one two three.", "Okay you said, capital A lowercase b. and c. one two three.", "Yes, that is correct sir.", "Ok great, thank you so much.", "-huh your very welcome. Call us back if you have any other questions or problems changing your password.", "Okay. Thanks again. have a good day.", "You as well. Bye-bye now.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_024_000", "insurance_024_001", "insurance_024_002", "insurance_024_003", "insurance_024_004", "insurance_024_005", "insurance_024_006", "insurance_024_007", "insurance_024_008", "insurance_024_009", "insurance_024_010", "insurance_024_011", "insurance_024_012", "insurance_024_013", "insurance_024_014", "insurance_024_015", "insurance_024_016", "insurance_024_017", "insurance_024_018", "insurance_024_019", "insurance_024_020", "insurance_024_021", "insurance_024_022", "insurance_024_023", "insurance_024_024", "insurance_024_025", "insurance_024_026", "insurance_024_027", "insurance_024_028", "insurance_024_029", "insurance_024_030", "insurance_024_031", "insurance_024_032", "insurance_024_033", "insurance_024_034", "insurance_024_035", "insurance_024_036", "insurance_024_037", "insurance_024_038", "insurance_024_039", "insurance_024_040", "insurance_024_041", "insurance_024_042", "insurance_024_043", "insurance_024_044", "insurance_024_045", "insurance_024_046", "insurance_024_047", "insurance_024_048", "insurance_024_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": [ "Good afternoon, and thanks for calling Rivertown Insurance. How may I help you today?", "Finally got someone jeez. Yeah. My name is John Brown, policy number one two three four five six seven eight and I need to cancel my plan.", "Hello mister Brown, thank you for that info, I'm sorry to hear you want to cancel but I'm happy to help with that.", "Uh-huh sure you're sorry to hear it. You guys have been price gauging me for too long.", "I'm sorry to hear about your dissatisfaction with our prices. I'm happy to discuss that with you but I need to verify some information first.", "Okay. What do you want?", "Can you verify your date of birth for me and your policy number one more time for me? I didn't catch it the first time.", "It's one two three four five six seven eight and my date of birth is one one fifty six.", "Okay I've got that pulled up here for us. It looks like you're on our Home Complete plan. Is that correct?", "Yeah but not for long.", "I'm sorry you think our prices are too high. We tend to be competitive in the market. Have you thought about swapping over to our Home Preferred plan instead?", "What's the difference? It's probably still to high.", "Well, the Home Preferred plan is a similar level of coverage but your premium will be sixteen hundred per year instead of the two thousand you're currently paying.", "Sixteen hundred on the Home Select plan?", "Yes, the Home Preferred plan.", "I don't think so. It's really still too expensive for me.", "I understand sir. Again, I'm sorry that you're leaving but we can move forward with your cancellation.", "Okay.", "It looks like you've paid your premium for this month, in that case your cancellation will be in effect at the beginning of your next billing cycle.", "What day is that?", "That would be the fifteenth of August.", "That's fine. I don't get a partial refund or anything for what I've already paid?", "No sir, but you will still be covered if anything happens until August fifteenth.", "Fine. What else do I need to do to get this thing closed?", "That should be all the information I need. I will need to confirm a few details before your cancellation is complete. Is that okay?", "I guess so.", "To confirm, we are cancelling your Home Complete plan and that will go into effect on August fifteenth. Do you understand the terms?", "Yes I do. Is there any other way to do this? I need to get back to work and this is taking too long.", "We are almost finished.", "Great.", "I have cancelled that plan for you. Did you have any additional questions for me today?", "Yeah will I get anything in the mail or in writing so I know this has been cancelled?", "Yes. You should be receiving a cancellation notice within seven to ten business days.", "Is there any way to expedite that? I need proof that this is cancelled. I don't want you guys charging my account anymore.", "Unfortunately, there is no way to expedite the cancellation notice. I can assure you that the plan is cancelled and you should not have any additional premiums taken from your account.", "I guess that's fine, but if anything else comes out of my bank account I will definitely be calling back. You people have taken enough of my money.", "I understand. That should not be the case.", "Okay great.", "Was there anything else we could do for you today?", "No. I think that's it.", "We thank you for calling Rivetown Insurance. There should be a brief survey at the end of the call. Please rate your service today between one and five.", "Is one the lowest?", "Yes. One would be the lowest and five would be the highest.", "I understand. I will fill it out for you.", "Perfect. I hope you enjoy the rest of your day.", "I won't. I'll be at work .", "I know the feeling.", "Thanks for your help.", "No worries. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_025_000", "insurance_025_001", "insurance_025_002", "insurance_025_003", "insurance_025_004", "insurance_025_005", "insurance_025_006", "insurance_025_007", "insurance_025_008", "insurance_025_009", "insurance_025_010", "insurance_025_011", "insurance_025_012", "insurance_025_013", "insurance_025_014", "insurance_025_015", "insurance_025_016", "insurance_025_017", "insurance_025_018", "insurance_025_019", "insurance_025_020", "insurance_025_021", "insurance_025_022", "insurance_025_023", "insurance_025_024", "insurance_025_025", "insurance_025_026", "insurance_025_027", "insurance_025_028", "insurance_025_029", "insurance_025_030", "insurance_025_031", "insurance_025_032", "insurance_025_033", "insurance_025_034", "insurance_025_035", "insurance_025_036", "insurance_025_037", "insurance_025_038", "insurance_025_039", "insurance_025_040", "insurance_025_041", "insurance_025_042", "insurance_025_043", "insurance_025_044", "insurance_025_045", "insurance_025_046", "insurance_025_047", "insurance_025_048", "insurance_025_049", "insurance_025_050", "insurance_025_051", "insurance_025_052", "insurance_025_053", "insurance_025_054", "insurance_025_055", "insurance_025_056", "insurance_025_057", "insurance_025_058", "insurance_025_059", "insurance_025_060", "insurance_025_061" ], "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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi there! Thank you for calling Rivertown Insurance, my name is Rachel, how may I assist you today?", "Hi Rachel, I'm calling because I want to cancel my insurance plan with you guys.", "Oh, sure, I can help you with that sir.", "Great.", "can I get your first name please sir?", "#mhm yea, my name is Chris.", "What is the spelling for that?", "C.H.R.I.S.", "ok C.H.R.I.S, Chris, is that your full first name?", "no I'm sorry I haven't had my coffee yet. [Laughter] it's Christopher.", "[Laughter], #oh, I get it Chris. Can you spell that for me?", "Yes, it is C.h.r.i.s.t.o.p.h.e.r.", "Great and your last name please?", "Colon.", "ok, can you spell your last name for me please?", "C.o.l.o.n.", "Awesome thank you.", "Yea.", "What is the phone number we have on file?", "Six six one, two five two, six eight four four.", "ok, that was six six one, two five two, six eight four four, is that correct?", "Yes it is.", "Good. Ok Christ it says here you have Petcare Preffered insurance with us, is that what you are looking to cancel?", "yes it is. It is an extra expense I cannot afford at this time.", "Oh, ok. I understand.", "-huh it's been a difficult year for my family and I, and I just don't think we can afford the thousand dollars a month.", "#oh well, we do offer a plan at a lower cost to you Chris.", "I didn't know that.", "#mhm, yes Chris we have Basic Petcare insurance.", "how much is that a month?", "It is let me look here, ok yes it's five hundred dollars for one month of coverage.", "Yea, I don't know if I can do that either.", "ok.", "I'm just being completely honest, I just want to cancel.", "Ok, Chris. Do you have another plan with us?", "no I do not.", "ok, may I ask what company you have for your home and auto insurance?", "#Oh yea, I have Westdale insurance from the last city we lived in.", "Ok, thank you Chris.", "Yea, they are kind of expensive too .", "yes we have competitive pricing.", "#oh, yeah I haven't really thought about switching, I have been with them for years.", "I can tell you a little about our offers in comparison to theirs if you would like?", "No, I am actually in a hurry and just wanted to cancel my Petcare plan.", "Ok, I can do that for you right now.", "Ok Thank you.", "ok Chris you are all set, your plan is canceled as of today.", "uh ok Rachel thank you.", "Your very welcome. Have a great day.", "Ok you too bye now.", "Bye.", "Hi there! Thank you for calling Rivertown Insurance, my name is Rachel, how may I assist you today?", "Hi Rachel, I'm calling because I want to cancel my insurance plan with you guys.", "Oh, sure, I can help you with that sir.", "Great.", "can I get your first name please sir?", "#mhm yea, my name is Chris.", "What is the spelling for that?", "C.H.R.I.S.", "ok C.H.R.I.S, Chris, is that your full first name?", "no I'm sorry I haven't had my coffee yet. [Laughter] it's Christopher.", "[Laughter], #oh, I get it Chris. Can you spell that for me?" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_026_000", "insurance_026_001", "insurance_026_002", "insurance_026_003", "insurance_026_004", "insurance_026_005", "insurance_026_006", "insurance_026_007", "insurance_026_008", "insurance_026_009", "insurance_026_010", "insurance_026_011", "insurance_026_012", "insurance_026_013", "insurance_026_014", "insurance_026_015", "insurance_026_016", "insurance_026_017", "insurance_026_018", "insurance_026_019", "insurance_026_020", "insurance_026_021", "insurance_026_022", "insurance_026_023", "insurance_026_024", "insurance_026_025", "insurance_026_026", "insurance_026_027", "insurance_026_028", "insurance_026_029", "insurance_026_030", "insurance_026_031", "insurance_026_032", "insurance_026_033", "insurance_026_034", "insurance_026_035", "insurance_026_036", "insurance_026_037", "insurance_026_038", "insurance_026_039", "insurance_026_040", "insurance_026_041", "insurance_026_042", "insurance_026_043", "insurance_026_044", "insurance_026_045", "insurance_026_046", "insurance_026_047", "insurance_026_048", "insurance_026_049", "insurance_026_050", "insurance_026_051", "insurance_026_052", "insurance_026_053", "insurance_026_054", "insurance_026_055", "insurance_026_056", "insurance_026_057", "insurance_026_058", "insurance_026_059", "insurance_026_060", "insurance_026_061", "insurance_026_062", "insurance_026_063", "insurance_026_064", "insurance_026_065", "insurance_026_066", "insurance_026_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": [ "Hello, Rivertown Insurance, thank you for calling. How may I help you.", "Hello. How are you?", "I'm good, are you an existing customer with us?", "yeah, I need to change my address, we recently moved a few blocks over.", "Oh really, okay, yeah I can do that for you!", "Great thank you so much.", "Your welcome! My name is Sherry, Can I have your first name please?", "Yes, -huh, my name is Jeffery.", "Can you spell that for me please Jeffery?", "yea, J.e.f.f.e.r.y.", "J.e.f.f.e.r.y. is that correct?", "Yes, it is.", "Great, Can I have your last name now please?", "Yes, It's Tales. Like dog tales [Laughter].", ", #oh spell that for me please.", "[Laughter], okay. T.a.l.e.s.", "#oh, you werent kidding.", "nope .", "Alright Jeffery, is the phone number we have on file staying the same?", "#oh, you know what, come to think of it, our house number has changed as well.", "What about the cell phone numbers, have they stayed the same?", "Yes.", "Great okay lets start with the new house number.", "Ok, yeah the new number is eight one eight four two four nine five six four.", "You said Eight one eight four two four nine five six four. Is that right?", "Yea thats correct.", "Okay, now you said you want to change addresses, right?", "Yes, we really just moved a few blocks.", "-huh, did you move to a new home, apartment, or a duplex?", "a house.", "How many bedrooms is it?", "It's a four bedroom house.", "It says here that the previous address had only three bedrooms.", "Yea, [Laughter], we are actually expecting a baby at the end of the year.", "#awe thats amazing congrats on the new house and the new baby!", "#oh thank you so much .", "Do you know what you are having yet? A boy or a girl?", "no my wife wants it to be a surprise! [Laughter].", "#oh my! I don't know if I would be able to handle that. [Laughter].", "yeah it's been kinda hard for me too.", "#oh I bet! Alright Jeffery and how many bathrooms?", "two bathrooms.", "Ok, any sheds, garages, or add ons?", "yes there is a two car garage and a small shed.", "-huh and is the shed separate from the house or attached?", "it is attached to the side of the house.", "Okay, any pools, backyard or extra land.?", "No, a small backyard but thats it.", "Okay great thank you for answering those questions.", "Your welcome.", "Ok, Jeffery, what is the address?", "yea, it's One two three seven nine Walnut street.", "#mhm, that was one two three seven nine, Walnut Street. Is that correct?", "Yes mam.", "What is the city and state and zip code?", "Guildford, Maine Zero four four four three.", "Can you spell the city for me please?", "Yes, G.u.i.l.d.f.o.r.d.", "That was G.u.i.l.d.f.o.r.d.. Is that right?", "Yes it is.", "Great, and the zip code that was zero four four four three, right?", "Yes.", "Great. I think that is all I need from you. Can I help you with anything else today?", "No thank you Sherry, that was it.", "You are very welcome. have a great rest of your day.", "Thank you, you too.", "okay, bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_027_000", "insurance_027_001", "insurance_027_002", "insurance_027_003", "insurance_027_004", "insurance_027_005", "insurance_027_006", "insurance_027_007", "insurance_027_008", "insurance_027_009", "insurance_027_010", "insurance_027_011", "insurance_027_012", "insurance_027_013", "insurance_027_014", "insurance_027_015", "insurance_027_016", "insurance_027_017", "insurance_027_018", "insurance_027_019", "insurance_027_020", "insurance_027_021", "insurance_027_022", "insurance_027_023", "insurance_027_024", "insurance_027_025", "insurance_027_026", "insurance_027_027", "insurance_027_028", "insurance_027_029", "insurance_027_030", "insurance_027_031", "insurance_027_032", "insurance_027_033", "insurance_027_034", "insurance_027_035", "insurance_027_036", "insurance_027_037", "insurance_027_038", "insurance_027_039", "insurance_027_040", "insurance_027_041", "insurance_027_042", "insurance_027_043", "insurance_027_044", "insurance_027_045", "insurance_027_046", "insurance_027_047", "insurance_027_048", "insurance_027_049", "insurance_027_050", "insurance_027_051", "insurance_027_052", "insurance_027_053", "insurance_027_054" ], "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" ], "utterance": [ "Rivertown Insurance, this is Anna, how can I help you.", "Hi, Anna. We just moved and I need to make sure our bills come to the new place.", "Sure, I can help you with that.", "Great!", "Let's pull up your account. What's your first and last name.", "Greg Anders.", "Alright, Greg. One moment please. Huh. I don't see, is that Anders, a.n.d.e.r.s?", "Yes, that's right.", "Okay, hm. I don't see it. Let me try one more thing.", "Oh, I wonder if it's under my wife's name. She's the one who set up the account.", "Okay, what's her name?", "Gwen.", "Okay, Gwen, g.w.e.n., looking that up here. Here we go. Yes, it looks like it's under her name.", "Okay. You found it. Good.", "So I'll need her date of birth please.", "Okay, it's February ninth of ninety two.", "Okay. Do you know the last four of her social?", "Um, hang on a minute. I need to ask her.", "No problem.", "Okay, it's nine four three two.", "Nine four three two, okay. One moment here while I pull that up.", "Okay.", "Alright, she has you here as an authorized user on the account, which is great.", "Okay, good.", "Alright sir, so let's get that new address starting with the house number.", "Okay. Oh man, what did I do with it? You'd think I'd be prepared for this call! .", "Oh, I've moved before. I know what it's like.", "Oh, it's crazy. Stuff everywhere. I feel so disorganized.", "Yep, exactly.", "I know I've got it here somewhere. I just had it.", "Take your time.", "Here we go. I have it. Are you ready?", "I'm ready.", "Okay, six three one one seven.", "Six three one one seven.", "Dove Court.", "Dove, D as in dog, O, V as in Victor, E. Is that right?", "Exactly.", "Great. City and state?", "Summerville Wisconsin.", "Summerville Wisconsin. Got it. What's the zip there?", "eight one three five two.", "eight one three five two. Alright. So let me repeat all that back to you to make sure I have it right.", "Okay.", "I've got six three one one seven Dove Court in Summerville Wisconsin with a zip of eight one three five two.", "That's right.", "Okay, got it. It looks like your next bill will be sent out, let's see here, next week.", "Okay.", "So now that you're updated in our system, you should receive that bill at your new address.", "Great! Thanks!", "You're welcome sir. Is there anything else I can help you with?", "No, that's it. Thanks!", "No problem, sir. Enjoy your new home and have a fabulous day!", "You too! Bye!", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_028_000", "insurance_028_001", "insurance_028_002", "insurance_028_003", "insurance_028_004", "insurance_028_005", "insurance_028_006", "insurance_028_007", "insurance_028_008", "insurance_028_009", "insurance_028_010", "insurance_028_011", "insurance_028_012", "insurance_028_013", "insurance_028_014", "insurance_028_015", "insurance_028_016", "insurance_028_017", "insurance_028_018", "insurance_028_019", "insurance_028_020", "insurance_028_021", "insurance_028_022", "insurance_028_023", "insurance_028_024", "insurance_028_025", "insurance_028_026", "insurance_028_027", "insurance_028_028", "insurance_028_029", "insurance_028_030", "insurance_028_031", "insurance_028_032", "insurance_028_033", "insurance_028_034", "insurance_028_035", "insurance_028_036", "insurance_028_037", "insurance_028_038", "insurance_028_039", "insurance_028_040", "insurance_028_041", "insurance_028_042", "insurance_028_043", "insurance_028_044", "insurance_028_045", "insurance_028_046", "insurance_028_047", "insurance_028_048", "insurance_028_049", "insurance_028_050", "insurance_028_051", "insurance_028_052", "insurance_028_053", "insurance_028_054", "insurance_028_055", "insurance_028_056", "insurance_028_057", "insurance_028_058", "insurance_028_059" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. This is Rhonda. How can I help you today?", "Um, hi, Rhonda. Just a second here, sorry. Okay. I couldn't find my debit card for a minute there.", "uh oh.", "Yeah, it's okay. I just found it.", "Oh good!", "Anyway, I need to give you my new card information.", "I'm sorry, I'm not sure what you mean.", "I just changed banks and I.", "Oh! Now I understand. You want to update your payment information.", "Yeah, sorry. I guess I should have said that.", "No, no. That's okay. Alright, now that we're on the same page, let's get your account pulled up. Could I get your first and last name?", "Sure, it's Emily Stiles.", "Alright, Emily, e.m.i.l.y, Styles, s.t.y.", "No, s.t.i.", "Oh, okay, s.t.i.l.e.s. Is that correct?", "Yes.", "Thank you, Emily. And your birthdate?", "four five of ninety four.", "Alright, I've got April fifth of nineteen ninety four. Let me pull that up here.", "Okay.", "Okay, I've got it here. Let me get to your payment information here, just a moment.", "Okay.", "Alright, so you're no longer with U.S. Bank, is that correct?", "That's right. Now I'm with Great Mountain Credit Union.", "Okay, just putting that in here. Got it. Now do you want to use your card or your bank account information?", "I'll use my debit card here.", "No problem. Go ahead and give me that card number whenever you're ready.", "Okay. It's five two four.", "five two four.", "eight one nine two.", "eight one nine two.", "four four seven four two.", "four four seven four two.", "six five seven one.", "six five seven one. Okay, let me repeat that back to you. Make sure I have this right.", "Sure.", "Okay, I've got five two four, eight one nine two, four four seven four two, six five seven one.", "Yep, that's right.", "Perfect. Okay, now what's your expiration date.", "twelve of twenty seven.", "Alright, that's December of two thousand and twenty seven.", "Yes.", "Alright, and now I just need those three numbers on the back of your card.", "Okay, it's two one seven.", "Alright, two one seven. Got it. Great. I've got your payment information updated for you. Is there anything else I can help you with?", "Yeah, how will this work since I have automatic payments?", "That's a good question. Let me look at your account here.", "Okay.", "It looks like your payments come out on the fifteenth of every month.", "uh huh.", "So it looks like your payment for this month just came out a few days ago.", "Right.", "So we have plenty of time for your automatic payments to transfer over into that new bank account.", "Great! Okay.", "Glad that worked out for you! Is there anything else I can help you with?", "No, I think that's it. Thank you!", "You're sure welcome! I hope you have a great rest of your day.", "You too!", "Alright now, goodbye.", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_029_000", "insurance_029_001", "insurance_029_002", "insurance_029_003", "insurance_029_004", "insurance_029_005", "insurance_029_006", "insurance_029_007", "insurance_029_008", "insurance_029_009", "insurance_029_010", "insurance_029_011", "insurance_029_012", "insurance_029_013", "insurance_029_014", "insurance_029_015", "insurance_029_016", "insurance_029_017", "insurance_029_018", "insurance_029_019", "insurance_029_020", "insurance_029_021", "insurance_029_022", "insurance_029_023", "insurance_029_024", "insurance_029_025", "insurance_029_026", "insurance_029_027", "insurance_029_028", "insurance_029_029", "insurance_029_030", "insurance_029_031", "insurance_029_032", "insurance_029_033", "insurance_029_034", "insurance_029_035", "insurance_029_036", "insurance_029_037", "insurance_029_038", "insurance_029_039", "insurance_029_040", "insurance_029_041", "insurance_029_042", "insurance_029_043", "insurance_029_044", "insurance_029_045", "insurance_029_046", "insurance_029_047", "insurance_029_048", "insurance_029_049", "insurance_029_050", "insurance_029_051", "insurance_029_052", "insurance_029_053", "insurance_029_054", "insurance_029_055", "insurance_029_056", "insurance_029_057", "insurance_029_058", "insurance_029_059", "insurance_029_060", "insurance_029_061", "insurance_029_062", "insurance_029_063", "insurance_029_064", "insurance_029_065", "insurance_029_066", "insurance_029_067", "insurance_029_068", "insurance_029_069", "insurance_029_070", "insurance_029_071", "insurance_029_072", "insurance_029_073", "insurance_029_074", "insurance_029_075", "insurance_029_076", "insurance_029_077", "insurance_029_078", "insurance_029_079", "insurance_029_080", "insurance_029_081", "insurance_029_082", "insurance_029_083", "insurance_029_084", "insurance_029_085", "insurance_029_086" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Mike. How can I help you?", "Hi, Mike. Um, I need insurance for my dog.", "Sure, I can help you with that. Do you already have an account with us?", "No. I was at the vet and, uh, I saw a flyer on the board. I talked to the vet a bit about it too.", "Great! Let me just get some information from you here.hang on a secondmy computer is being slow today.", "Yeah, I know the feeling. I hate technology.", "It's great when it works! .", "Right? I know!", "Okay, here we go. What's your first and last name?", "Brian Clemmer.", "Is that Clemmer, c.l.e.m.m.e.r?", "Yep.", "Alright. Now let's get your address. What's your address?", "Five three eight nine six.", "Five three eight nine six.", "Kent Street.", "Kent Street, okay. Is there an apartment number of anything?", "Nope. It's a house.", "Okay, and the city and state?", "It's Canby in Kentucky.", "Is that Canby, c.a.n.b.y?", "Yep, that's it!", "Great! And the zip?", "Five eight two four seven.", "That's five eight four two seven?", "No, five eight two four seven.", "Sorry! Okay, let me fix that. Five eight two four seven. Sorry about that! What's your phone number?", "Eight five nine six four three two two three seven.", "So that's area code eight five nine, six four three two two three seven?", "Yep, that's right.", "Okay. Now let's talk about your dog. Is he the only pet you want to put on the policy?", "Yeah, I just have the one dog.", "What's your dog's name?", "His name is Bailey.", "That's a good name! Do you know what breed he is?", "Um, I don't know. He looks kind of like a beagle. He's just a mutt. It's hard to say.", "Okay. I'll put him down as a mixed breed. Do you know how old he is?", "The vet says he's probably about four. We just got him from the pound.", "I think it's wonderful that you saved him from the pound. He's a lucky dog!", "Yes, he is. My wife is already spoiling him rotten!", "Well, I'm sure he's loving all that extra attention!", "Yes, he really is. He's a sweet dog. Our dog Max died a few months ago. It's just been lonely, you know?", "Yeah, I know how hard it is to lose a pet. I'm so sorry!", "Yeah. Thanks.", "So have you had a chance to look over our policies or should I go over them with you?", "Well, I talked to the vet and he recommends your bigger planwhat's it called? Is it premiere?", "I think you're talking about our Preferred Plan.", "Yeah, that's it! I guess Bailey has some dental issues that could get expensive.", "Okay. The Preferred Plan is a great choice if he's got dental issues! It covers five zero percent of dental procedures.", "Good. I wish it covered more, but anything helps.", "Yeah, vet bills can get expensive! Speaking of money, let's get your payment information in here.", "Okay.", "Would you like to use a card or your bank account information for payments?", "Oh, I'll just give you my card. It's easier. Hang on a minute. Let me get it.", "No problem. Take your time.", "Alright. Here we go. Are you ready?", "Yep, I'm ready. Go ahead and give me your card number that's located on the, uh, front of the card there.", "Okay. It's five four eight six seven one two three two two nine five seven nine eight three.", "Okay. Let me repeat those numbers back to you. Five Four Six Eigh-.", "No, it's five four eight six.", "Sorry! Five four eight six seven one two three two two nine five seven nine eight three. Is that right?", "Yep, that's right.", "Great, and what's the expiration?", "two of twenty-five.", "Okay, that's February of two thousand twenty-five?", "Yep.", "And those three digits on the back?", "One seven three.", "Okay. One seven three. Got it. The Preferred Plan is one thousand dollars per year.", "Okay.", "Would you like to pay the full amount upfront or would you like monthly payments?", "I think I'd better do payments. I can't give you that much money right now.", "No problem. We can do that. Hang on while I calculate your monthly payment.", "Okay.", "So it looks like you'll be paying, let's see here. Eighty-four dollars per month.", "Okay. So how much am I paying today?", "You'll just be paying that first payment of eighty-four dollars today. Then it will come out automat-.", "So I'm paying eighty-four dollars today?", "Yes, that's right. Then eighty-four dollars will come out automatically each month after that.", "Okay. Do I get a card or something?", "Yes, we will be mailing out a welcome packet with all of your coverage information and insurance card.", "Okay, great.", "Is there anything else I can help you with today?", "No, that's it. Thanks for all your help!", "No problem! Have a nice day.", "You too! Bye!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan", "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_030_000", "insurance_030_001", "insurance_030_002", "insurance_030_003", "insurance_030_004", "insurance_030_005", "insurance_030_006", "insurance_030_007", "insurance_030_008", "insurance_030_009", "insurance_030_010", "insurance_030_011", "insurance_030_012", "insurance_030_013", "insurance_030_014", "insurance_030_015", "insurance_030_016", "insurance_030_017", "insurance_030_018", "insurance_030_019", "insurance_030_020", "insurance_030_021", "insurance_030_022", "insurance_030_023", "insurance_030_024", "insurance_030_025", "insurance_030_026", "insurance_030_027", "insurance_030_028", "insurance_030_029", "insurance_030_030", "insurance_030_031", "insurance_030_032", "insurance_030_033", "insurance_030_034", "insurance_030_035", "insurance_030_036", "insurance_030_037", "insurance_030_038", "insurance_030_039", "insurance_030_040", "insurance_030_041", "insurance_030_042", "insurance_030_043", "insurance_030_044", "insurance_030_045", "insurance_030_046", "insurance_030_047", "insurance_030_048", "insurance_030_049", "insurance_030_050", "insurance_030_051", "insurance_030_052", "insurance_030_053", "insurance_030_054", "insurance_030_055", "insurance_030_056", "insurance_030_057", "insurance_030_058", "insurance_030_059", "insurance_030_060", "insurance_030_061", "insurance_030_062", "insurance_030_063", "insurance_030_064", "insurance_030_065", "insurance_030_066", "insurance_030_067", "insurance_030_068", "insurance_030_069", "insurance_030_070", "insurance_030_071", "insurance_030_072", "insurance_030_073", "insurance_030_074", "insurance_030_075", "insurance_030_076", "insurance_030_077", "insurance_030_078", "insurance_030_079", "insurance_030_080", "insurance_030_081", "insurance_030_082", "insurance_030_083", "insurance_030_084", "insurance_030_085", "insurance_030_086", "insurance_030_087", "insurance_030_088", "insurance_030_089" ], "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" ], "utterance": [ "Rivertown Insurance, this is Gabe, how can I help you?", "Gabe, hi, my name is Sam. I need to, uh, find out how much it costs to get insurance for my dog.", "Sure, I can help you with that.", "Great!", "I'm just going to ask you a few questions here to make sure we get you the right kind of policy.", "Okay, sounds good.", "Did you just get him?", "No, we've had him since he was a puppy. But lately it seems like he keeps needing to go to the vet and it's getting expensive.", "Sure, I understand. Well, let's see if we can get some insurance going for him. Let me start by getting your last name, Sam.", "Okay, it's Horton.", "Alright, Horton, h.o.r.t.o.n.", "Yes.", "Okay, and what's your address?", "two one four eight Kringle Street in Dundee Oregon.", "Alright, that was two one four eight?", "yep.", "Alright, and did you say Kringle Street, like Kris Kringle.", "Yep, just like Santa Claus.", "Alright, Kringle, k.r.i.n.g.l.e. Got it. And that was in which city?", "Dundee.", "How do you spell that?", "D.u.n.d.e.e.", "Alright, d.u.n.d.e.e. and did you say Oregon?", "Yes.", "I hear Oregon is beautiful! Lots of mountains and trees!", "Yes, it is. We love it here.", "I have always wanted to go out that way and see the Oregon coast.", "You should! Just don't get in the water!", "Oh really? Why?", "It's cold! You'll get hypothermia!", "Really? I live in Iowa. We don't get to see the ocean very often.", "Wow. I've always lived here so it's hard for me to imagine a life where I couldn't go to the coast for the weekend.", "That sounds amazing. Alright, let's get back on track here. What's your birthdate?", "May twenty-six of eighty two.", "Alright, that's May twenty six of nineteen eighty two. What about an emai address for you?", "Sure, it's dad of four and gmail dot com.", "that's d.a.d.o.f.f.o.u.r at gmail dot com. Four kids?", "Yep!", "I've got two myself. Kids are fun aren't they?", "Sometimes they are, sure. Sometimes they drive me nuts!", "absolutely! Alright and is the number you called in on a good contact number for you? Ending in nine five seven six?", "Yep, that's my cell. We don't have a home phone.", "Very few people do nowadays. Alright, let's talk about your dog. Do you know his breed?", "He's a yellow lab.", "Ah, labs are good dogs!", "He's been a great dog.", "Do you know how old he is?", "Yeah, it's about seven I think. We're not too sure. We got him as a puppy back in two zero one five but I couldn't tell you the day he was born.", "That's okay. We can kind of guess here. Do you remember the month you got him?", "I know it was in the fall. Maybe October?", "Alright. Do you know about how old he was when you got him.", "I think a couple months old. So maybe he was born around August.", "Alright, let's just call it August first, does that work for you?", "Sure! Hey, now my dog has a birthday!", "That's right! You can get him one of those birthday cakes for dogs now!", "My wife would be all over that! She loves that kind of stuff. She already spoils him rotten!", "Well, they become a part of your family, don't they?", "Yes, absolutely!", "Alright, now let's talk about his health. Does he have anything going on medically right now that you're worried about?", "He's actually in great shape. We feed him the best food we can find. Like I said, my wife spoils him. He just seems to get into trouble with the wildlife a lot.", "Oh! Do you live out in the country?", "Yeah, we have a lot of raccoons, possumiss skunks, porcupines. Lately it's been the porcupines.", "Oh yeah, those quills are the worst.", "Yeah, you'd think he would learn, but he can't help himself.", "That can get expensive too. Do you have any other concerns?", "Well, I know that labs are prone to hip problemiss I don't see any signs right now, but I want to be prepared for that. I'm hoping he doesn't get it.", "That's true. Labs are prone to hip dysplasia. What about his teeth?", "The vet says his teeth need a little work. He wants us to brush his teeth but I'm telling you right now that isn't happening. I've tried. He takes off and won't come near me.", "Well, we have a plan that includes dental cleanings, so that's why I'm asking.", "Yeah, that would be great.", "Alright. Do you have any other pets that you would want to add to the plan?", "Nope, just him. Unless you cover goats.", "Sorry, we don't do goats. Just dogs and cats.", "Well then that's my only pet.", "Alright. Well, based on what you've told me, it sounds like our Petcare Preferred Plan would be your best bet. It will cover all your office visits, you'll get twenty five percent off of any labs and testing. It also includes dental cleanings and check ups.", "That sounds perfect. What's that run?", "It's a thousand dollars per year, which we can break down into monthly payments if you prefer.", "Alright. That's expensive but I think it will work out to be less expensive in the long run.", "It does tend to save people money. Some of those preventative services like check-ups and dental cleanings really help to preserve the dog's health.", "Yeah, and he's worth it. We love him.", "Of course! So does this sound like something you'd like to do today?", "I need to talk it over with my wife.", "No problem. I can send a quote to your email. You can think it over and give us a call back if you decide to do it.", "That would be great. Thanks for all of your help today!", "No problem. It was great talking with you. Is there anything else I can help you with?", "Nope. That's it. Good talking to you too.", "Alright, Sam. Have a great day and we hope to hear from you soon.", "Sounds good. Thanks!", "You're welcome. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_031_000", "insurance_031_001", "insurance_031_002", "insurance_031_003", "insurance_031_004", "insurance_031_005", "insurance_031_006", "insurance_031_007", "insurance_031_008", "insurance_031_009", "insurance_031_010", "insurance_031_011", "insurance_031_012", "insurance_031_013", "insurance_031_014", "insurance_031_015", "insurance_031_016", "insurance_031_017", "insurance_031_018", "insurance_031_019", "insurance_031_020", "insurance_031_021", "insurance_031_022", "insurance_031_023", "insurance_031_024", "insurance_031_025", "insurance_031_026", "insurance_031_027", "insurance_031_028", "insurance_031_029", "insurance_031_030", "insurance_031_031", "insurance_031_032", "insurance_031_033", "insurance_031_034", "insurance_031_035", "insurance_031_036", "insurance_031_037", "insurance_031_038", "insurance_031_039", "insurance_031_040", "insurance_031_041", "insurance_031_042", "insurance_031_043", "insurance_031_044", "insurance_031_045", "insurance_031_046", "insurance_031_047", "insurance_031_048", "insurance_031_049", "insurance_031_050", "insurance_031_051", "insurance_031_052", "insurance_031_053", "insurance_031_054", "insurance_031_055", "insurance_031_056", "insurance_031_057", "insurance_031_058", "insurance_031_059", "insurance_031_060", "insurance_031_061", "insurance_031_062", "insurance_031_063", "insurance_031_064", "insurance_031_065", "insurance_031_066", "insurance_031_067", "insurance_031_068", "insurance_031_069", "insurance_031_070", "insurance_031_071", "insurance_031_072", "insurance_031_073", "insurance_031_074", "insurance_031_075", "insurance_031_076", "insurance_031_077", "insurance_031_078", "insurance_031_079", "insurance_031_080", "insurance_031_081", "insurance_031_082", "insurance_031_083", "insurance_031_084", "insurance_031_085", "insurance_031_086", "insurance_031_087", "insurance_031_088", "insurance_031_089", "insurance_031_090" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. This is Vance. How can I help you today?", "Uh, yeah, my account got hacked. It's a mess. My payment comes out on the second and there's nothing in there right now. I've got to stop the payment from coming out.", "So, do you mean your account with us or?", "No, sorry, my bank account. Someone got into it and wiped me out. Now I have to find a way to stop it from overdrafting while the bank sorts it out.", "Oh no, I'm sorry to hear that.", "Yeah, man, it sucks. They probably won't find the guy either. But the bank says they have insurance for this kind of thing.", "Yeah, they do, which is a good thing for you.", "Exactly. It just takes time, you know?", "Well, I can't get you your money back, but let me see if I can at least stop that payment from coming out.", "Thanks.", "Okay, let's start with your name.", "It's Grant Foster.", "Okay, Grant. What's your birthdate?", "November eighth of eighty seven.", "Alright, and the last four of your social?", "Nine five four one.", "Nine five four one. Thank you. Just a minute while I pull that up.", "Okay.", "Alright, I have your account here. Let's see, today is the nineteenth, so that gives us, let's see, about fourteen days before your payment comes out. I think we can work with that.", "Good. Thank you.", "I'm just switching that over for you now.", "Okay.", "Alright, I've got your automatic payments stopped. Now, you do have a ten day grace period in order to pay your bill without a late fee.", "Okay. I'm hoping this will all be resolved by then.", "Hopefully it will be, but if it isn't, just give us a call back and we can see about extending that date a little bit for you.", "Really? Oh man, that's awesome. I really appreciate how great you guys are. Everytime I need something, you guys do such a great job. I appreciate it.", "I'm so glad to hear that. You've been a loyal customer for a long time and we appreciate your business. Is there anything else I can help you with?", "Yeah, I just realized I've never paid you any other way. How does this work?", "Oh, right, I'm sorry! I should have explained that part!", "That's okay. I just want to make sure I know what I'm doing.", "Of course! So right now you are set up for paperless billing. Do you think you'll want to pay online or with a check?", "Oh, I'll probably just pay online I guess.", "Okay. Have you been to our website before?", "No, I've never had to.", "Okay, let's do this together. Do you happen to have your computer nearby?", "Yeah, let me get it. Just a minute.", "Okay, great.", "Okay, I've got the internet pulled up. Where do I go?", "So, you're going to go to Rivertown insurance company dot com.", "Okay, hold on, I'm a slower typer.", "No problem.", "Okay I'm there.", "Great. Do you see on the righthand side of your screen near the top, you should see a button that says sign in to your account. Do you see that?", "Um, yeah, okay, here it is.", "Okay. Click on that.", "Okay, got it.", "Alright, since you've never logged in before, we will need to create a new account. I can help you with that. Click on create account.", "Okay. I'm there.", "Go ahead and fill in your first and last name there. It's going to ask for your account number. Do you have that information?", "No, I don't.", "Thats okay. I can help you with that.", "Oh, good. Yeah, I've never really done anything other than make sure the payment comes out every month.", "Well, hopefully you will be able to go back to that soon once your account problems are resolved.", "Okay, I'm ready for the account number.", "Alright, it's eight eight zero four seven one one nine two seven four six.", "Okay. Eight eight zero, what?", "Four seven.", "Four seven.", "one one nine.", "one one nine.", "Two seven.", "Two seven.", "Four six.", "Four six. Okay. I'm hitting submit.", "Alright. Now it's going to ask you to create a log in and password.", "Okay, let me think. I'll just use my email address for my login.", "That works.", "Okay, I'm trying to think of a password.", "Now, you'll notice that there is a red asterisk there. If you hover over that it will tell you the password rules. You have to create a strong password that has all those characters.", "Okay, I've got it. Give me a minute to write that down so I don't forget.", "Alright.", "Okay, I've got it. I'll hit submit here.", "Great. Then it will prompt you to log in using that new log in and password.", "Okay. Yep, here we go.", "Just let me know when you're in.", "Okay, alright, I'm in.", "Okay, so now you should see your account overview. Do you see that?", "Yeah, I see that. This is cool. There's all kinds of information here.", "Yep, it's pretty handy. So you should see a button that says pay your bill toward to top left side. It should be a blue box.", "Um, on the left? Oh, here it is. Okay. Should I click on that?", "Sure, go ahead.", "Oh, I see now. Okay. That makes sense. I just need to put in my account information and then I can pay.", "Exactly. If you have any problems paying your bill, you can just give us a call back and we can walk you through it.", "Perfect. Okay. That sounds great. Thank you.", "No problem. Is there anything else I can help you with?", "No, that's awesome. Thank you.", "You're welcome. I hope things get straigtened out quickly for you.", "Me too!", "Alright, have a good day sir.", "You too! Goodbye!", "Goodbye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_032_000", "insurance_032_001", "insurance_032_002", "insurance_032_003", "insurance_032_004", "insurance_032_005", "insurance_032_006", "insurance_032_007", "insurance_032_008", "insurance_032_009", "insurance_032_010", "insurance_032_011", "insurance_032_012", "insurance_032_013", "insurance_032_014", "insurance_032_015", "insurance_032_016", "insurance_032_017", "insurance_032_018", "insurance_032_019", "insurance_032_020", "insurance_032_021", "insurance_032_022", "insurance_032_023", "insurance_032_024", "insurance_032_025", "insurance_032_026", "insurance_032_027", "insurance_032_028", "insurance_032_029", "insurance_032_030", "insurance_032_031", "insurance_032_032", "insurance_032_033", "insurance_032_034", "insurance_032_035", "insurance_032_036", "insurance_032_037", "insurance_032_038", "insurance_032_039", "insurance_032_040", "insurance_032_041", "insurance_032_042", "insurance_032_043", "insurance_032_044", "insurance_032_045", "insurance_032_046", "insurance_032_047", "insurance_032_048", "insurance_032_049", "insurance_032_050", "insurance_032_051", "insurance_032_052", "insurance_032_053", "insurance_032_054", "insurance_032_055", "insurance_032_056", "insurance_032_057", "insurance_032_058", "insurance_032_059", "insurance_032_060", "insurance_032_061" ], "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" ], "utterance": [ "Thank you for calling, uh, Rivertown Insurance, this is Mike, how.", "Who?", "Hi, my name is Mike with Rivertown.", "I'm trying to call my insurance company.", "Yes, sir, this is Rivertown Insurance.", "Oh, okay. This is Grant Baker. I thought I paid you guys but now I've got this bill for twice the amount I should owe.", "Alright, sir, let's pull up your account and.", "I know I paid you. I don't know what happened.", "Sure, we can figure this out for you. Uh, what's your account number?", "Hang on, let me get my glasses on.", "Sure, take your time.", "I don't understand what happened. Where did I put those glasses?", "Uh, it's okay sir.", "I know they're around here somewhere.", "Maybe we can pull up your account another way. What's your address?", "nine nine four seven three Roseberry Lane in Middletown Heights Nebraska.", "Alright, that's, uh, nine nine four seven three, was that Rosebury like r.o.s.e.b.u.", "r.o.s.e.b.e.r.r.y.", "Got it, okay, Roseberry Lane. What city was that again?", "Middletown Heights.", "Middletown Heights. Got it. Alright, n.e. for Nebraska, pulling that up now.", "okay.", "Here we are. For, uh, security purposes, can you tell me your birthdate?", "My birthday is on July fourteenth.", "July fourteenth of which year sir?", "nineteen forty one.", "Alright, nineteen forty one.", "that's right.", "Thank you, sir, uh, just looking up your account here.", "Oh, I just found my glasses!", "Oh good, glad to hear it, sir.", "They were under the paper.", "Alright, I see here that, uh, you paid last month's bill on the twenty-eighth, which was fifteen days after the due date.", "What? I didn't pay late!", "I'm sorry sir, I can only tell you what it says on my screen.", "Well, that's ridiculous!", "Yeah, I don't know what to tell you. All I can do is tell you what I see here.", "Yeah, alright. So it says I paid late. What does that have to do with this bill?", "Well, sir, uh, the billing period ended on the fifteenth. So, since your payment wasn't in yet, the bill shows it as unpaid.", "Yeah, but I paid it.", "I know sir, you did. I'm just trying to explain why your bill shows that amount. You actually only owe one hundred and ninety-four dollars.", "Then why does it say I owe four hundred and thirty eight dollars?", "So, let me try to explain this. That bill was printed and mailed before your payment posted on your account.", "Alright.", "So, it doesn't show your last payment. It also shows a late fee of fifty dollars.", "I'm not paying no fifty dollars!", "Well, I think I can help you with that.", "Well, good, because I'm not paying that. I've been a customer for over twenty years!", "Um, yes, sir, I know. We really appreciate your.", "and in all that time I have never paid late!", "Yes, you have always been a great customer. I am just going to go ahead and, uh, just waive that late charge for you.", "Good. Because I'm not paying it!", "I know sir. We do appreciate your business and want you to continue doing business with us.", "Well, I'm not going to if you're going to be charging me late fees for no reason.", "I can waive the fee this time for you, sir. I hope that helps.", "Yes, I suppose it does help. Thank you.", "You're welcome sir. Is there anything else I can help you with?", "No, I guess thats it.", "Alright, sir, I do hope I've been able to resolve your concerns today. Have a wonderful day.", "Yeah, you too.", "Goodbye sir.", "Goodbye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_033_000", "insurance_033_001", "insurance_033_002", "insurance_033_003", "insurance_033_004", "insurance_033_005", "insurance_033_006", "insurance_033_007", "insurance_033_008", "insurance_033_009", "insurance_033_010", "insurance_033_011", "insurance_033_012", "insurance_033_013", "insurance_033_014", "insurance_033_015", "insurance_033_016", "insurance_033_017", "insurance_033_018", "insurance_033_019", "insurance_033_020", "insurance_033_021", "insurance_033_022", "insurance_033_023", "insurance_033_024", "insurance_033_025", "insurance_033_026", "insurance_033_027", "insurance_033_028", "insurance_033_029", "insurance_033_030", "insurance_033_031", "insurance_033_032", "insurance_033_033", "insurance_033_034", "insurance_033_035", "insurance_033_036", "insurance_033_037", "insurance_033_038", "insurance_033_039", "insurance_033_040", "insurance_033_041", "insurance_033_042", "insurance_033_043", "insurance_033_044", "insurance_033_045", "insurance_033_046", "insurance_033_047", "insurance_033_048", "insurance_033_049", "insurance_033_050", "insurance_033_051", "insurance_033_052", "insurance_033_053", "insurance_033_054", "insurance_033_055", "insurance_033_056", "insurance_033_057", "insurance_033_058", "insurance_033_059", "insurance_033_060", "insurance_033_061", "insurance_033_062", "insurance_033_063", "insurance_033_064", "insurance_033_065", "insurance_033_066", "insurance_033_067", "insurance_033_068", "insurance_033_069", "insurance_033_070", "insurance_033_071", "insurance_033_072", "insurance_033_073", "insurance_033_074", "insurance_033_075", "insurance_033_076", "insurance_033_077" ], "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" ], "utterance": [ "Rivertown Insurance, this is Andy, how can I help you?", "uh, yeah, I'm on your website and I can't log in for some reason. I don't know what's going on.", "Okay, I can help you with that.", "I mean I've tried a few times now. It should be rufus dog fifty seven with a period at the end but I.", "Here, let me get.", "Now it says I've tried too many times. I don't have time for this.", "Okay, I can help you with that.", "I hate these stupid password rules, you know? You have to have a capital letter, you have to have a.", "Sir, if I can just get your first.", "it's ridiculous. You need my what?", "Could I get your first and last name? Then I can help you get into your account.", "Yeah, okay, I'm sorry, I'm just frustrated.", "I completely understand, sir.", "Alright, okay. Anyway, my name is John Cartier.", "John, how do you spell your last name?", "c.a.r.t.i.e.r.", "Thank you, one moment please. Could I get your date of birth?", "May twelfth of sixty two.", "Alright, that was May twelfth of nineteen sixty two. Got it. Hang on a minute here while I pull that up.", "Okay.", "Alright, I've got it here. I just need the last four digits of your social.", "My what?", "The last four digits of your social security number.", "Oh, yeah, eight eight four two.", "Thank you. That was eight eight four two.", "Yeah. Why do you need my social?", "Oh, I just need to make sure it's really you that's calling. You know, for verification purposes.", "Oh, okay, that makes sense.", "So, I've pulled up your account. Yeah, I can see that you're locked out for trying too many times.", "Oh, great. Now what do we do?", "Don't worry. I can reset that password for you so that you can get back into your account.", "Okay, good. Thanks!", "No problem. Hang on here while I get that set up for you.", "Okay. This time I'm going to write it down! I can't keep track of all these passwords.", "It can definitely get confusing. It's a good idea to write it down in a safe place.", "Yeah.", "Okay, are you, near your computer right now?", "Yeah, it's right here in front of me.", "Great! You're going to receive an email with instructions on how to reset your password.", "Okay.", "Let me know when you see that come in.", "Okay. Let me bring my email up here.", "Alright.", "This might take a while. My computer is a little old.", "That's okay. No rush.", "Alright, uh, I'm looking here. Nothing yet.", "Okay, no problem.", "Oh, here we go. I see it. Now what?", "So when you open that email, you'll see a link to reset your password. Do you see the link?", "Okay, oh, here it is.", "Yeah, just click on that link.", "Okay, I just clicked on it. Okay, now I see where it wants me to put in my username.", "Right. Do you know your user name?", "Yeah, it's my email address. I'm putting that in now.", "Okay, great. Then just hit that submit button.", "Okay, I just did that. Uh, okay. Oh, I see, it just wants me to create a new password.", "Exactly. Go ahead and come up with a new password. You'll need to enter it twice there.", "Okay, uh, let me think for a minute. I already used my dog's name, so I can't do that. Uh, oh I know.", "Yeah, just anything that you think you'll remember.", "Uh, I got to think of something here.", "One way to do it is look around you and name two objects that you see.", "Huh, that's a good idea. I see a toaster and a box of cereal.", "Okay, then just think of a number to put with that. Add a symbol.", "Symbol? What's a symbol?", "You know, like an exclamation point, or the dollar sign, the percent sign.", "Oh, yeah, okay. I've got it.", "Great, once you enter that twice, hit that submit button.", "Okay, I just did that. Now it wants me to log in.", "Right, so now you can log in using that new password and you should be good to go.", "Awesome. Okay, let me make sure I get in before I let you go.", "No problem. Yeah, we want to make sure this works for you.", "Okay, I'm in! Thank you so much!", "You're so welcome! Is there anything else I can help you with?", "No, that's it. Thank you for your help!", "No problem sir, have a great rest of your day.", "You too!", "Thanks. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_034_000", "insurance_034_001", "insurance_034_002", "insurance_034_003", "insurance_034_004", "insurance_034_005", "insurance_034_006", "insurance_034_007", "insurance_034_008", "insurance_034_009", "insurance_034_010", "insurance_034_011", "insurance_034_012", "insurance_034_013", "insurance_034_014", "insurance_034_015", "insurance_034_016", "insurance_034_017", "insurance_034_018", "insurance_034_019", "insurance_034_020", "insurance_034_021", "insurance_034_022", "insurance_034_023", "insurance_034_024", "insurance_034_025", "insurance_034_026", "insurance_034_027", "insurance_034_028", "insurance_034_029", "insurance_034_030", "insurance_034_031", "insurance_034_032", "insurance_034_033", "insurance_034_034", "insurance_034_035", "insurance_034_036", "insurance_034_037", "insurance_034_038", "insurance_034_039", "insurance_034_040", "insurance_034_041", "insurance_034_042", "insurance_034_043", "insurance_034_044", "insurance_034_045", "insurance_034_046", "insurance_034_047", "insurance_034_048", "insurance_034_049", "insurance_034_050", "insurance_034_051", "insurance_034_052", "insurance_034_053", "insurance_034_054", "insurance_034_055", "insurance_034_056", "insurance_034_057", "insurance_034_058", "insurance_034_059", "insurance_034_060", "insurance_034_061", "insurance_034_062", "insurance_034_063", "insurance_034_064", "insurance_034_065", "insurance_034_066", "insurance_034_067", "insurance_034_068", "insurance_034_069", "insurance_034_070", "insurance_034_071", "insurance_034_072", "insurance_034_073", "insurance_034_074", "insurance_034_075", "insurance_034_076", "insurance_034_077", "insurance_034_078", "insurance_034_079", "insurance_034_080", "insurance_034_081", "insurance_034_082", "insurance_034_083", "insurance_034_084", "insurance_034_085", "insurance_034_086", "insurance_034_087", "insurance_034_088", "insurance_034_089", "insurance_034_090", "insurance_034_091", "insurance_034_092", "insurance_034_093", "insurance_034_094", "insurance_034_095", "insurance_034_096", "insurance_034_097", "insurance_034_098", "insurance_034_099" ], "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", "Customer", "Agent", "Customer" ], "utterance": [ "This is Gladys with Rivertown Insurance, how can I help you?", "Hi Gladys, uh, I need to get a quote from you on some insurance.", "Sure, I can help you with that. What type of insurance are you looking for?", "Well, I just bought a condo.", "Ah, condo insurance, sure. Congratulations by the way.", "Thanks! Yeah, it will be great once the moving is done.", "Yeah, the moving is the hard part! So let's get started here. What's your name?", "Frank Gaines.", "Alright Frank, is that Gaines, g.a.i.n.e.s.", "g.a.i.n.e.s. yes ma'am.", "Great, and what's your new address there?", "Oh, well, let me see here. I don't know yet. You know what? I don't have it with me.", "That's alright. I think we can get by without it for now, but we will need it to start your insurance policy.", "Sure, I understand. I can call back with it later.", "No problem. Can I get your phone number starting with the area code?", "Sure, it's nine seven four.", "nine seven four.", "three two three.", "three two three.", "five six one eight.", "five six one eight. Thanks. Now how about your email address?", "It's Franklin G nine oh nine at yahoo dot com.", "Okay, that was Franklin, f.r.a.n.k.l.i.n. G nine oh nine at yahoo dot com.", "Yep.", "Great. Alright, can you give me the city and state where your condo is located?", "It's in Cedarsville California.", "Cedarsville, alright. Got it. Now what's your birthdate?", "December twentieth of seventy -five.", "December twentieth nineteen seventy-five. Alright, now I know we don't have the address for the new place, but let's talk about it's value.", "Alright, sure.", "Now normally I look up the values of properties around the same area to estimate it's worth, but in this case I can't do that yet.", "Right.", "So what we will have to do is base it on what you paid. Just know that right now I can only give you a ballpark estimate of what you would pay.", "Okay, that makes sense.", "Once you get me that address, I can give you a true figure, okay?", "Okay, no problem. I can't believe I didn't think to have it with me when I called you.", "That's okay. We can try to work around it.", "Great.", "So, what was your purchase price for that property?", "I bought it for one point two mill.", "Alright, one point two million. Wow, California prices are high, aren't they?", "Yeah, they are!", "I'm out here in Tennesee and you could buy a whole town for that!", "Maybe I need to move out there! .", "Well, you'd have to give up that beach though.", "True. I do love the beach!", "Alright, so let's talk about coverage. Have you owned a condo before?", "No, this is my first one. It was apartments before this.", "Alright, so let me explain some things. With condos you have common areas, places that you share with other residents. Sometimes that's hallways, stairwells, places like that.", "Right.", "Those are covered under the master policy.", "The what?", "It's like HOA but for condos. You know how you have association dues?", "Yes.", "Well some of those dues go to paying for the insurance that covers the common areas you share.", "Oh, that makes sense.", "Right, okay, so all you have to worry about is what's inside your own place, your personal property.", "Okay.", "You should have received a copy of the master policy with your paperwork. I know you don't have your paperwork with you, so you'll want to take a look at that later.", "Okay, I can do that.", "So usually the master policy covers the permanent structures in your condo, like your counters, cupboards, those things that are built in to the unit.", "Okay. That would be great! I didn't realize that.", "Yes, so your policy will be covering your personal items.", "Kind of like renter's insurance.", "Yes, like renter's insurance. Just make sure you check that master policy to make sure everything is covered if anything does happen.", "Of course.", "Alright, so your policy covers fire, theft, vandalism and flood. It will also cover personal liability.", "What's that?", "That protects you if someone gets hurt on your property but also if you cause damage to someone else's property.", "Okay.", "Let's talk about loss of use coverage.", "Alright.", "Let's say there's a small fire and you can't stay in your condo for a month while they make repairs. Loss of use coverage takes care of things like the cost of your hotel.", "Oh, that's great!", "Yeah, it even pays for relocation of itemiss Let's say you have to move all of your stuff out. It pays for that too.", "I definitely want that!", "I would too! I've got it on there for you. One last thing to talk about is loss assessment coverage.", "Okay.", "Now this should be stated in the master policy, but if something happens to the whole building, condo owners are responsible for a loss assessment charge.", "Oh.", "Yeah, so the loss assessment coverage pays your share of that cost so that you don't have to worry about it.", "Yep, I want that too.", "It's in there for you! Alright, so let me do some calculations here, based on the purchase price. Now remember that we still need to assess the value later.", "Right, no problem.", "Alright, so based on what we discussed here today, you'll want our preferred plan.", "Okay, sounds good.", "That will be six hundred dollars per year.", "Oh, that's better than I thought!", "Oh good.", "So do I pay that all up front?", "Yes, sir. With condo insurance, you would pay that annually starting on your first month of coverage.", "Okay, I can do that.", "Great. So I'm going to go ahead and send you this quote. You'll notice that in the notes section on the bottom it says pending valuation.", "Okay.", "That just means I need to get that address from you.", "No problem. I can get that for you later today.", "Perfect! Alright, I've just sent that to you. Is there anything else I can help you with?", "Nope, that's it! Thanks, you've been a great help!", "Oh, you're certainly welcome! I hope you have a great day, sir. Goodbye.", "You too! Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_035_000", "insurance_035_001", "insurance_035_002", "insurance_035_003", "insurance_035_004", "insurance_035_005", "insurance_035_006", "insurance_035_007", "insurance_035_008", "insurance_035_009", "insurance_035_010", "insurance_035_011", "insurance_035_012", "insurance_035_013", "insurance_035_014", "insurance_035_015", "insurance_035_016", "insurance_035_017", "insurance_035_018", "insurance_035_019", "insurance_035_020", "insurance_035_021", "insurance_035_022", "insurance_035_023", "insurance_035_024", "insurance_035_025", "insurance_035_026", "insurance_035_027", "insurance_035_028", "insurance_035_029", "insurance_035_030", "insurance_035_031", "insurance_035_032", "insurance_035_033", "insurance_035_034", "insurance_035_035", "insurance_035_036", "insurance_035_037", "insurance_035_038", "insurance_035_039", "insurance_035_040", "insurance_035_041", "insurance_035_042", "insurance_035_043", "insurance_035_044", "insurance_035_045", "insurance_035_046", "insurance_035_047", "insurance_035_048", "insurance_035_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": [ "Hello. This is Agent Timothy Braum at Rivertown Insurance. How can I help you today?", "#Um need help with several things. Have some questions and need some information on pet insurance cause oh no need this first. I need to know if the room my foreign exchange student has is covered by Fair Rental Expense. Or is it Fair Rental Value?", "Just a minute I have to switch to another desk. Walking, walking. Okay, now there. #Um let's see what it will take. You-you wouldn't happen to have your policy number handy would you?", "#Uh, no.", "Not a problem. Will take a few more moments to pull up your policy by your name. Coming, coming there. It's Fair Rental Value so what happened to the room? Nature or the student?", ". Well, not a wild student.", "Just thought I would ask about it. Need some details to help you more.", "Tim I hired a contractor, and he found a loose broken window frame or something, and by the time it was all done a possible small roof leak.", "Mhm. Okay. Think it would better if-if I send out someone to assess to ensure that is what it is. Agents have seen all sorts of window frames and damages. Second opinion necessary in this case.", "Sure. I did not give the okay yet I think but may need to double check.", "Because it is water it is complicated how it is classified. That determines how it is covered which is several areas.", "#Um why would water make the decision on whether it gets paid for?", "The type of insurance does it. You have homeowner's insurance but not flood insurance. Has the water ever pooled where you could see it?", "No, no, no Tim. Never seen it. Did not know it. Contractor found it when he went in the attic. Came down and rattled the window. It's loose.", "Let my people take a look. Then I can tell you how you are covered. So what did this begin with?", "I rent that room in the fall to a foreign exchange student, and if it ends up being major construction cannot do that. Have a due date to say yeah or nope to the student.", ". I meant the leak. How did the leak start?", "Do not know do-do not visit the attic. It makes sounds, it's dark, and that pink stuff makes my nose itch.", "Okay so due to construction cannot use the room. It's possible since the Fair Rental Value you added on several years ago when you took in foreign exchange students.", "When do I get definite on payment?", "After one of my people comes and visits. Takes an evaluation then sent into the home office. I'm a branch.", "So is that window rotten?", "Could be. Might just be loose. Why you need another opinion. You can just pay for it without our services.", "Okay Timothy, let's move back to how to get it paid for with insurance.", "Let's see Thursday morning and Friday afternoon I have people available for doing evaluations. How does that fit your schedule?", "Thursday around ten thirty be good for me. Do I have to crawl with them in the attic?", "No attic crawling for you. Just indicate left, right or straight ahead once he reaches the access.", "Okay, Tim.", "You had another question maybe I can be more help there.", "Oh yeah. Decided to get one of those cutie pie Yorkshire Terriers pedigreed.", "Pet Insurance we do sell by Nationwide.", "Getting the best of the best. One of those two thousand dollar puppies. All chatty, perky, and cute.", "Annually around four hundred twenty dollars or thirty five dollars a month for pet insurance.", "What does that cover? Just accidents like puddles that puppies make?", ". All sorts of things. Since the puppy has a good pedigree you may want to breed more Yorkies and that takes veterinary visits and some good owner habits. The policy covers accidents and injuries, any chronic illness, and with pedigree hereditary conditions.", "Wait Tim. I do not plan on picking a sick puppy.", "I know you don't but life happens and veterinary bills can add up quickly. The policy also covers Wellness as in vaccinations.", "#Uh do I need should I get the policy first?", "No after you get the puppy. I will send a brochure with Craig the man coming to look at your leak so you can view the information on a pet policy. You can view his badge with our logo as well so you know I sent him.", "Good. So I can read it while Craig climbs in my attic. He can assess those noises.", "When I call you back with Craig's assessment then we can chat about the pet policy and the noises.", "If it does not go well may not get the pet. May have to wait.", "Will not know till Craig looks in the attic, but I propose you will be bringing Yorkie by for a visit.", "I like that idea Tim just do not like the leak in the attic.", "Understood. Is there anything else I can do for you?", "For the moment no think I got enough information.", "Craig will see you at ten thirty Thursday morning this week, and we will go from there.", "Okay Tim see your man then. Think that was all I needed.", "Have a good day. Bye.", "You too, Tim. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_036_000", "insurance_036_001", "insurance_036_002", "insurance_036_003", "insurance_036_004", "insurance_036_005", "insurance_036_006", "insurance_036_007", "insurance_036_008", "insurance_036_009", "insurance_036_010", "insurance_036_011", "insurance_036_012", "insurance_036_013", "insurance_036_014", "insurance_036_015", "insurance_036_016", "insurance_036_017", "insurance_036_018", "insurance_036_019", "insurance_036_020", "insurance_036_021", "insurance_036_022", "insurance_036_023", "insurance_036_024", "insurance_036_025", "insurance_036_026", "insurance_036_027", "insurance_036_028", "insurance_036_029", "insurance_036_030", "insurance_036_031", "insurance_036_032", "insurance_036_033", "insurance_036_034", "insurance_036_035", "insurance_036_036", "insurance_036_037", "insurance_036_038", "insurance_036_039", "insurance_036_040", "insurance_036_041", "insurance_036_042", "insurance_036_043", "insurance_036_044", "insurance_036_045", "insurance_036_046", "insurance_036_047", "insurance_036_048", "insurance_036_049", "insurance_036_050", "insurance_036_051", "insurance_036_052", "insurance_036_053", "insurance_036_054", "insurance_036_055", "insurance_036_056", "insurance_036_057", "insurance_036_058", "insurance_036_059", "insurance_036_060", "insurance_036_061", "insurance_036_062", "insurance_036_063", "insurance_036_064", "insurance_036_065", "insurance_036_066", "insurance_036_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": [ "Rivertown Insurance, this is Greg, how can I help you?", "Dude, you gotta help me!", "Alright, what's going on?", "Oh man, I can't even believe this is happening. I just bought this car!", "Uh oh, what happened?", "I guess I wasn't paying attention. I had some friends in the car with me. I didn't even see the stop sign, dude.", "Sounds like you've been in an accident. How can I help?", "I'm freaking out, man. I can't think.", "Okay, just take a couple deep breaths. We'll get you through this.", "I can't find that card anywhere! It should be in the glove box. But now I'm not even sure I put it in there. What if I forgot?", "Are we talking about your insurance card?", "Yeah, man. The guy I hit. He's so mad!", "Okay, I can help you with this. What's your name?", "What? Oh, it's Shane.", "Alright Shane, what is your last name?", "Andrews.", "Okay, let's get your policy pulled up. Can you tell me your birthdate?", "Oh man, the cops are here now. This isn't good.", "Sir, can I have your birth date?", "What? Yeah, okay. Um, September seventeenth.", "Alright, September seventeenth. What year?", "Ninety nine.", "Okay, so that's nineteen ninety nine. I'm pulling up your policy now.", "Oh geez. This is bad.", "Can you verify your address for me?", "I live on Kingston Street. Uh, fourteen forty.", "Okay, fourteen forty Kingston Street. City and state?", "Avondale Arizona.", "The zip?", "Uh. Eight five two three five.", "Thanks. Alright, hang on a second while I pull this up.", "Okay. Oh man, I can't believe this.", "Okay, I've got your policy pulled up here. Do you need me to email it to you?", "I don't know. How does this work?", "Well, you're going to need your policy information to give to the police and the other driver.", "Okay.", "Do you have access to your email on your phone?", "Yeah.", "Great! So I can just email you a copy of your policy for you to show the police.", "They don't need it on paper?", "It should be okay for you to give them your policy information.", "Okay. Thanks, man.", "No problem.", "I don't know how any of this works. I'm so stressed out!", "I can imagine! Listen, I need to get your email address. I don't have it on file.", "Okay, it's Shane A four two five at gmail dot com.", "Alright, I have Shane, s.h.a.n.e A at gmail dot com.", "Yeah.", "Okay, I'm sending that over now. Do you want to check and make sure you got it?", "Okay, yeah, just a minute. Let me put you on speaker.", "Okay. Take your time.", "Okay, I got it.", "Great! So that should be all the information you need to give to the police and the other driver.", "Thanks, man.", "No problem. Now you'll need to call in your claim for the accident. Do you know the number for that?", "Claim? What do you mean?", "So, whenever you get into an accident, you have to call the insurance claim line.", "Oh, I didn't know that. I've never been in an accident before.", "No problem. Tell you what, hang on here. I'm going to email you some information about claims.", "Really? That would be awesome.", "It will tell you everything you need to do.", "Wow. Thats great.", "Is there anything else I can help you with?", "No, man, but thanks.", "No problem. I hope your day gets better!", "Me too!", "Alright, goodbye.", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_037_000", "insurance_037_001", "insurance_037_002", "insurance_037_003", "insurance_037_004", "insurance_037_005", "insurance_037_006", "insurance_037_007", "insurance_037_008", "insurance_037_009", "insurance_037_010", "insurance_037_011", "insurance_037_012", "insurance_037_013", "insurance_037_014", "insurance_037_015", "insurance_037_016", "insurance_037_017", "insurance_037_018", "insurance_037_019", "insurance_037_020", "insurance_037_021", "insurance_037_022", "insurance_037_023", "insurance_037_024", "insurance_037_025", "insurance_037_026", "insurance_037_027", "insurance_037_028", "insurance_037_029", "insurance_037_030", "insurance_037_031", "insurance_037_032", "insurance_037_033", "insurance_037_034", "insurance_037_035", "insurance_037_036", "insurance_037_037", "insurance_037_038", "insurance_037_039", "insurance_037_040", "insurance_037_041", "insurance_037_042", "insurance_037_043", "insurance_037_044", "insurance_037_045", "insurance_037_046", "insurance_037_047", "insurance_037_048", "insurance_037_049", "insurance_037_050", "insurance_037_051", "insurance_037_052", "insurance_037_053", "insurance_037_054", "insurance_037_055", "insurance_037_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": [ "Thank you for calling Rivertown Insurance. This is Robin. How may I help you today?", "Hi, I need to cancel my plan with you guys.", "I'm so sorry to hear that. Let's get your account pulled up. Could I get your name please?", "It's Robert Weaver.", "Thank you, Robert. Is that Weaver, w.e.a.v.e.r?", "Yeah.", "Okay, and your birthdate?", "December eighteenth nineteen ninety three.", "Alright, that was December eighteenth nineteen ninety three, correct?", "Yep. That's it.", "Just a minute here. Okay, I have it. It looks like you have our, uh, Renter's Preferred Plan.", "Yeah, I want to get rid of that.", "Okay. Can I ask why you want to cancel?", "It's, like, a huge mess. I got into this fight with my ex and, like, I just got to get out of there.", "I'm sorry to hear that. If you know where you're moving to, the insurance can be transferred to your new address.", "No, I don't know what I'm doing. I need to figure all that out.", "Alright. I understand. Do you know when your last day will be?", "I told her I'd be out by Friday.", "Alright, let's see here, Friday is the seventh. Looks like you're paid up through July. So we can just.", "Okay, yeah, I just paid for July.", "Right. So we will just send you a final bill for those seven days in August.", "Okay. So how much will that be?", "Well, Let me see here, you pay twenty five dollars a month. Divide that by thirty one days in August, let me see.", "Okay.", "That would be eighty one cents per day so, it would be five dollars and sixty seven cents.", "Ah, that's nothing. Okay, no problem.", "Not bad at all! What address would you like us to send that bill to?", "Oh, yeah, I didn't think of that. Uh, I guess maybe my brother's place.", "Sure, what's that address?", "Oh man, I don't write him, you know? I just go there. .", "I understand completely.", "Hang on. Let me see if I can find it.", "No problem.", "Here we go. I just happened to be packing up and found an old Christmas card. I've got it right here.", "Perfect! I'm ready when you are.", "Okay, uh, let's see. It's five seven two seven.", "Five seven two seven.", "Calloway Avenue.", "Calloway, c.a.l.l.o.w.a.y?", "Yep. That's it.", "Okay, Calloway Avenue.", "That's in Greenway California.", "Greenway California. Got it. And the zip?", "two four oh one nine.", "Two four oh one nine.", "Right.", "Okay, I'm just going to repeat that back to you.", "Okay.", "I have that address as five seven two seven, Calloway Avenue in Greenway California, two four oh one nine.", "That's right.", "Great. You should receive that final bill in about five business days. Is there anything else I can help you with?", "Nope. That's it.", "Well, sir, I hope that you consider us once you get settled in your new place. Were happy to help.", "Okay, I'll keep that in mind.", "Great! Thank you for your business. Have a great day and good luck with your move.", "Thanks. You too. Bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_038_000", "insurance_038_001", "insurance_038_002", "insurance_038_003", "insurance_038_004", "insurance_038_005", "insurance_038_006", "insurance_038_007", "insurance_038_008", "insurance_038_009", "insurance_038_010", "insurance_038_011", "insurance_038_012", "insurance_038_013", "insurance_038_014", "insurance_038_015", "insurance_038_016", "insurance_038_017", "insurance_038_018", "insurance_038_019", "insurance_038_020", "insurance_038_021", "insurance_038_022", "insurance_038_023", "insurance_038_024", "insurance_038_025", "insurance_038_026", "insurance_038_027", "insurance_038_028", "insurance_038_029", "insurance_038_030", "insurance_038_031", "insurance_038_032", "insurance_038_033", "insurance_038_034", "insurance_038_035", "insurance_038_036", "insurance_038_037", "insurance_038_038", "insurance_038_039", "insurance_038_040", "insurance_038_041", "insurance_038_042", "insurance_038_043", "insurance_038_044", "insurance_038_045", "insurance_038_046", "insurance_038_047", "insurance_038_048", "insurance_038_049", "insurance_038_050", "insurance_038_051", "insurance_038_052", "insurance_038_053", "insurance_038_054", "insurance_038_055", "insurance_038_056", "insurance_038_057", "insurance_038_058", "insurance_038_059", "insurance_038_060", "insurance_038_061" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Jolene. How may I help you?", "Yes, I need some proof of insurance for my, car.", "I can help you with that. I'll just need to collect some information first. May I have your first and last name?", "Brian Peacock.", "That's a rather unusual name.", "Don't I know it. Caught you know what as a kid.", "Kids can be so mean. Seems like they don't have a filter on their mouths.", "Know what you mean.", "Okay, and your date of birth, please?", "two fourteen fifty eight.", "Thank you.", "And what is your policy number, please?", "#Uh, I don't know.", "That's okay. Let's try something else.", "What's your phone number?", "Nine eight seven seven six five five four three two.", "Thank you. And I'll need you to answer your security question. Just a moment while I pull it up. Oh, here it is. What is the name of your high school?", "J. Williams Brown High School.", "That's correct. Okay, now let's see about getting you that proof of insurance. You did say you needed it for your car, correct?", "Yes, ma'am.", "Let me pull up that page. I see you have several types of insurance with us. I'd like to thank you for being a loyal customer.", "Yeah, you guys have always treated me right, so never saw a reason to change. Plus, you have good prices. .", "Thanks. Always like to hear that our customers are happy!", "No problem.", "Moving on, I see you have three cars with us. Which one are you looking to get the proof of insurance on?", "Well, I should probably get it on all three, but the one I need right now is the Chevy pickup.", "Alright, and that's the x. seven six five, right?", "Yes it is.", "We have two ways to provide you with proof of insurance - physical via the mail or digital via your email. Which would you like today?", "#Um, what's the difference? I'd like something easy to share with my kids and they're into anything digital, but I want to make the best choice for the family.", "Well, our physical card is probably the same as those you've had in the past. You'll receive two cards and your can give them to anyone you'd like. Or, you could leave one in the vehicle.", "And digital?", "We would send it via email. It would have the same information as the card. In fact, it'll look similar to the card. You install the app on your phone and then use the phone to open the email. That will save your card in the app. Any time you need to provide proof of insurance, just open the app and click on proof of insurance.", "So, let me see. That means I would have it with me wherever I go, right? Even if I was driving a rental car and had left my card in the truck?", "Yes, sir. That's correct.", "What about my kids? I'd like them to have it in case, or should I say when, they get stopped.", "You can share the email with anyone you want to. They just have to have the app installed on their phone before they open the email on their phone.", "Sounds like digital is my best option. Sometimes I think my son would forget his head if it wasn't attached, but he never forgets that phone.", "I've got a daughter the same way. I went with the digital option, as well.", "And how has it worked for you?", "Well, knock on wood, so far she hasn't needed it. But I feel better knowing she has it.", "That's kinda what I was thinking. Thanks. I'll definitely go with the digital. That way when my wife forgets her purse and gets stopped, at least she can show them an insurance card. .", "#Um, that's true.", "Listen ma'am, I want to thank you for your help. You've been great.", "Just a minute, sir. Before you go, I need to make sure we have the right email address.", "Yeah, guess that makes sense. What do your records show for me?", "We have brian dot six one two at webmail dot com.", "That's it.", "Okay, if you'll hold on a second, I'll send that email right now.", "Really? Um, you can do it while I'm still talking to you?", "Yes, sir. Just need a couple more seconds. Okay, you're all set. Is there anything else I can do for you today?", "No, not today. But, you've made this pretty pleasant and I'll definitely be calling back to get proof for the other vehicles digital. Hey, can I get the house digital as well?", "Certainly. Would you like to do that now?", "Can't. Gotta run. But I'll be calling back. What was your name, again?", "Jolene.", "Well, thanks a lot Jolene. This has been way easier than I thought it would be.", "Thank you, mister Peacock. Before you go, you'll be receiving an email with a survey regarding this call. If you would please fill it out, and shoot it back, that would be great.", "You betcha. And you're gonna get all tens from me.", "Thank you mister Peacock. You have a great rest of the day. It was a pleasure helping you.", "I certainly will. Been dreading making this call and it was easy. Wish I'd done it sooner. Thanks again.", "You're welcome. Good-bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_039_000", "insurance_039_001", "insurance_039_002", "insurance_039_003", "insurance_039_004", "insurance_039_005", "insurance_039_006", "insurance_039_007", "insurance_039_008", "insurance_039_009", "insurance_039_010", "insurance_039_011", "insurance_039_012", "insurance_039_013", "insurance_039_014", "insurance_039_015", "insurance_039_016", "insurance_039_017", "insurance_039_018", "insurance_039_019", "insurance_039_020", "insurance_039_021", "insurance_039_022", "insurance_039_023", "insurance_039_024", "insurance_039_025", "insurance_039_026", "insurance_039_027", "insurance_039_028", "insurance_039_029", "insurance_039_030", "insurance_039_031", "insurance_039_032", "insurance_039_033", "insurance_039_034", "insurance_039_035", "insurance_039_036", "insurance_039_037", "insurance_039_038", "insurance_039_039", "insurance_039_040", "insurance_039_041", "insurance_039_042", "insurance_039_043", "insurance_039_044", "insurance_039_045", "insurance_039_046", "insurance_039_047", "insurance_039_048", "insurance_039_049", "insurance_039_050", "insurance_039_051", "insurance_039_052", "insurance_039_053", "insurance_039_054", "insurance_039_055", "insurance_039_056", "insurance_039_057", "insurance_039_058", "insurance_039_059", "insurance_039_060", "insurance_039_061", "insurance_039_062", "insurance_039_063", "insurance_039_064", "insurance_039_065", "insurance_039_066", "insurance_039_067", "insurance_039_068", "insurance_039_069", "insurance_039_070", "insurance_039_071", "insurance_039_072", "insurance_039_073", "insurance_039_074", "insurance_039_075", "insurance_039_076", "insurance_039_077" ], "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" ], "utterance": [ "Good morning. Thank you for calling Rivertown Insurance. My name is Sandra. How may I help you this morning?", "I, I'm thinking of getting pet insurance and wanted to get a quote. Kinda feeble, huh?", "No, sir. Not at all. We have a lot of people who insure their pets. What's your name?", "#Um, Keith Trevino.", "And what kiind pets do you have?", "Does it matter? I have two dogs and a cat.", "No, the kind of pets don't matter. But for some reason we're required to ask.", "#Um, I see.", "So, do you want to insure all three animals?", "That kinda depends on, the cost.", "That's fine. We just need to choose one for now.", "Ok, let's do the dog.", "Sounds good. What kind of dog is it?", "She's an English Springer Spaniel.", "And how old is she?", "She was born New Year's Eve twenty fifteen. So that, makes her five years and, seven months.", "And her weight?", "I'd guess about sixty five pounds.", "Okay, well let's discuss the types of policies available. We have two policies, the Petcare Basic policy and the Petcare Preferred policy.", "Uh, yeah, okay, I wasn't expecting more than one. Let me think a minute.", "Of course, just let me know when you're ready.", "Well, I guess it's kinda going to depend on what the cost is and what's in each policy.", "I can go over that with you mister Trevino. Let's start with the Petcare Basic policy. Some companies call this their Maximum Benefit Policy.", "I've heard of that.", "Well, then, you may already be aware of what's covered. Would you still like me to explain it?", "#Uh, yeah, that would be great.", "Alright, our Petcare Basic policy is renewable every one two months. It includes vet fees for sudden and unexpected injury or illness. Each injury or condition is covered up to a maximum amount following the initial claim.", "Wait, what was that? Something about maximum something?", "Yes, sir. Each injury or condition is covered up to the maximum benefit following the initial claim.", "What, what does that mean?", "It means that, after the initial claim, we'll continue to pay the vet bills until your maximum benefit is reached. For example, if your maximum benefit is two thousand dollars, after the initial claim we would pay the vet bills until they reached two thousand dollars. After that, they would be your responsibility.", "What, what about, what did you call it, the initial claim?", "That would be covered, but wouldn't count toward your maximum benefit. For example, still using the two thousand dollar maximum benefit, if your first visit to the vet cost one thousand seventy five dollars, we would cover it. And you would still have the maximum benefit of two thousand dollars on visits after that.", "So, let me, guess. Your, maximum benefit is two thousand dollars. .", "No, mister Trevino. That was just an easy figure to use.", "Then, what is your, maximum, benefit?", "It's three thousand five hundred dollars with the Petcare Basic policy.", "How much did you say that basic policy cost?", "It's five hundred dollars a year?", "All at once?", "Either that, or you can choose direct payment and pay it monthly.", "What do you mean, by, direct payment?", "You would give us the information for your bank, or, for a credit card and we would automatically take the money each month.", "#Uh, I see. Didn't you say, that there was, another policy?", "Yes, sir, there is. It's called the Petcare Preferred policy. Would you like information for that plan, as well?", "Is that because your customers, prefer it? Sure, let's hear it.", "I'm not sure I know the answer to that question. But anyways, the preferred plan covers everything the basic plan does. The biggest difference is that the maximum amount resets each year.", "#Um, what?", "Back to the two thousand dollar maximum limit, the initial visit is not included in it, but instead of a straight two thousand dollars and then we don't pay anymore, the two thousand dollars resets at the beginning of the next year. So that means, if your follow-up visits cost three thousand dollars in the first year, you would be responsible for one thousand dollars. But the next year, instead of having to continue paying everything yourself, we would once again, cover the first two thousand dollars.", "I, I think I've got it. So, after that first visit, if the total cost, spread out over, three years, and it was, say, four thousand dollars, you guys would cover the first two thousand each year.", "That's right, mister Trevino.", "Okay, well, how much would that one cost me?", "The cost of the Petcare Preferred policy is one thousand dollars a year.", "Is the, what, did you call it, the, maximum benefit still whatever it was before?", "No, sir. The maximum benefit for the basic policy is three thousand five hund dollars. And for the preferred policy it's three thousand dollars each year.", "Wait a minute. #Uh, it's higher for the, basic plan than the, preferred?", "Yes it is. But you have to remember that with the preferred plan it resets each year.", "Oh, yeah. I see.", "Is there any other information I can provide?", "Can I, pay this one, monthly?", "Certainly, as long as it's direct payment. So, would you like to set your pets up with their own policies?", "Not, not right now. This is, going to take some thought. I tried to, write evrything down, but, I may have missed something.", "If you'd like, sir, I'd be happy to send you an email with the information. I'll just need your email address.", "#Uh, yeah, that would probably be, best.", "Okay, that's easy to take care of. What's your email address?", "It's, k. t. six three seven five at tmail dot com.", "Okay, let me make sure I have it right. That's k. t. six three seven five at tmail dot com.", "Yeah.", "Okay, if you'll wait a moment, I'll get that email on its way.", "That's, great. Thanks a lot.", "It's no problem. And the email is on its way. Is there anything else I can do for you this morning?", "No, no thank you. Not right now. But, if I have more questions, I, can I call back?", "Certainly, mister Trevino. Call us anytime between the hours of eight a.m. and seven p.m., Monday thru Friday. We'll be here.", "Okay, then. Sounds good.", "If that's all, mister Trevino, I'll say good-bye for now. When you're ready to get those policies, be sure to call back. Someone here will be happy to help you.", "Oh, I will. And, thanks for the help. #Um, 'bye now.", "Good-bye, mister Trevino.", "#Um, 'bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_040_000", "insurance_040_001", "insurance_040_002", "insurance_040_003", "insurance_040_004", "insurance_040_005", "insurance_040_006", "insurance_040_007", "insurance_040_008", "insurance_040_009", "insurance_040_010", "insurance_040_011", "insurance_040_012", "insurance_040_013", "insurance_040_014", "insurance_040_015", "insurance_040_016", "insurance_040_017", "insurance_040_018", "insurance_040_019", "insurance_040_020", "insurance_040_021", "insurance_040_022", "insurance_040_023", "insurance_040_024", "insurance_040_025", "insurance_040_026", "insurance_040_027", "insurance_040_028", "insurance_040_029", "insurance_040_030", "insurance_040_031", "insurance_040_032", "insurance_040_033", "insurance_040_034", "insurance_040_035", "insurance_040_036", "insurance_040_037", "insurance_040_038", "insurance_040_039", "insurance_040_040", "insurance_040_041", "insurance_040_042", "insurance_040_043", "insurance_040_044", "insurance_040_045", "insurance_040_046", "insurance_040_047", "insurance_040_048", "insurance_040_049", "insurance_040_050", "insurance_040_051", "insurance_040_052", "insurance_040_053" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Hi there I need to change the payment info on my auto pay.", "I'd be more than happy to help with that.", "Great.", "May I have your first and last name please?", "It's Rachel Hill.", "Thank you, Rachel.", "You're welcome.", "Do you know your customer ID?", "I think I have it on my last bill, hang on and let me check.", "Take your time.", "Okay I'm looking at the bill. Where would it be on here?", "On your bill it should be an eight digit number in the top left corner.", "Oh! I see it now. It's one two three four five six seven eight.", "Great. And for security purposes can you verify your date of birth for me?", "Yes it's October thirteenth nineteen ninety two.", "Great. Which policy were we wanting to update the automatic payment method for?", "The auto policy.", "Great. So I see here we have it currently set up to come out of your bank account ending in two three two two, is that correct?", "Right so we need to change it I got a new bank account.", "What is the new routing and account number that you want to change it to?", "The routing number is one two three four five six seven eight nine.", "Mm-hmm.", "The account number is two two two three seven six seven eight two.", "Perfect. Give me just a moment to update that.", "Okay.", "So we have your email as Rachel Hill ninety two at hotmail dot com. Is that still a good email?", "Yes that's good.", "Okay, Rachel I've got a confirmation email sent to you showing the changes.", "Thanks. Hey I've always wondered. Do I get any kind of discount for using automatic payments?", "Actually you do get an auto pay discount! You should see that reflected in your bill.", "Let me look just to make sure I'm getting it.", "Of course, it should be in the billing details section.", "Oh there it is. Thank you.", "You're welcome. Was there anything else I could do for you today?", "No. I think that's all for today.", "Perfect. There should be a brief survey after the call that will rate your experience today. Would you mind participating?", "How long does it take I have to get back to work soon.", "It shouldn't take more than like five minutes. It's only a few questions.", "Okay that's fine.", "Great the survey will start as soon as I disconnect.", "Okay.", "I hope you enjoy the rest of your day.", "Hey before you go can you tell me if the next bill coming up will come out of the new bank account?", "Yes actually it's effective today so your next bill will be updated.", "And will it show me that in the email you sent me?", "Yes all of the details are in the confirmation email.", "Great.", "Was there anything else I could answer for you?", "No. That's it.", "Okay. Don't forget to hold for the survey and enjoy your day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_041_000", "insurance_041_001", "insurance_041_002", "insurance_041_003", "insurance_041_004", "insurance_041_005", "insurance_041_006", "insurance_041_007", "insurance_041_008", "insurance_041_009", "insurance_041_010", "insurance_041_011", "insurance_041_012", "insurance_041_013", "insurance_041_014", "insurance_041_015", "insurance_041_016", "insurance_041_017", "insurance_041_018", "insurance_041_019", "insurance_041_020", "insurance_041_021", "insurance_041_022", "insurance_041_023", "insurance_041_024", "insurance_041_025", "insurance_041_026", "insurance_041_027", "insurance_041_028", "insurance_041_029", "insurance_041_030", "insurance_041_031", "insurance_041_032", "insurance_041_033", "insurance_041_034", "insurance_041_035", "insurance_041_036", "insurance_041_037", "insurance_041_038", "insurance_041_039", "insurance_041_040", "insurance_041_041", "insurance_041_042", "insurance_041_043", "insurance_041_044", "insurance_041_045", "insurance_041_046", "insurance_041_047", "insurance_041_048", "insurance_041_049", "insurance_041_050", "insurance_041_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 Insurance. How may I assist you today?", "Yes I recently filed for divorce and I need to remove my husband from my health insurance.", "Okay I'm sorry to hear about that.", "It's okay it was a long time coming.", "I'm sure it's still hard though.", "Sometimes it is but it's time to move on with life.", "May I have your first and last name to get started?", "It's Katie Johnson.", "Thank you, Katie. Do you know your customer ID?", "Yes it's one two three four five six seven eight nine.", "Thank you for that.", "You're welcome.", "For security purposes, can you verify your date of birth?", "It's January second nineteen seventy five.", "Great and do you know the policy number for the policy we are wanting to remove him from?", "Hang on and let me get my wallet. I don't know it off the top of my head.", "That's okay. Take your time.", "Okay it's one two three four five six seven eight nine nine.", "Great. And may I have his name?", "It's John.", "And his last name is the same as yours?", "Yes.", "Alright so just to confirm we are going to remove John from the plan effective immediately?", "Yes.", "Okay we have Katie underscore Johnson at gmail dot com as your email. Is that still correct?", "Yes it is.", "Okay, Katie I have gone ahead and sent you a confirmation of his removal. Can you verify that you've received it?", "One second and let me get logged in.", "No worries.", "Yes it does look like I've received it.", "Great.", "Can I ask you what this will do to my premium?", "Well since you're going from the individual plus spouse to the just individual your premiums will decrease by thirty six dollars per month.", "And when will that happen?", "It should be reflected in your next bill.", "Okay.", "Was there anything else I could answer for you today?", "Yes if I need to make any changes like this in the future can I do it online?", "Yes you can manage dependents in your online portal.", "Where is that at?", "Once you log in it's in the upper left hand corner under profile settings.", "Oh I see it now.", "Yes ma'am. What else can I do for you?", "That's all for today.", "Great. There will be a brief survey at the end of this call to rate your experience today. Are you interested in participating?", "Yes.", "Perfect. The survey will start as soon as I disconnect the call.", "Okay.", "I hope you enjoy the rest of your day.", "You as well.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_042_000", "insurance_042_001", "insurance_042_002", "insurance_042_003", "insurance_042_004", "insurance_042_005", "insurance_042_006", "insurance_042_007", "insurance_042_008", "insurance_042_009", "insurance_042_010", "insurance_042_011", "insurance_042_012", "insurance_042_013", "insurance_042_014", "insurance_042_015", "insurance_042_016", "insurance_042_017", "insurance_042_018", "insurance_042_019", "insurance_042_020", "insurance_042_021", "insurance_042_022", "insurance_042_023", "insurance_042_024", "insurance_042_025", "insurance_042_026", "insurance_042_027", "insurance_042_028", "insurance_042_029", "insurance_042_030", "insurance_042_031", "insurance_042_032", "insurance_042_033", "insurance_042_034", "insurance_042_035", "insurance_042_036", "insurance_042_037", "insurance_042_038", "insurance_042_039", "insurance_042_040", "insurance_042_041", "insurance_042_042", "insurance_042_043", "insurance_042_044", "insurance_042_045", "insurance_042_046", "insurance_042_047", "insurance_042_048", "insurance_042_049", "insurance_042_050", "insurance_042_051", "insurance_042_052", "insurance_042_053", "insurance_042_054", "insurance_042_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yes I'm trying to get a new apartment and they require proof of renter's insurance. Is there anyway I can get that sent to them.", "I'd be happy to help with that.", "Great.", "What's your first and last name?", "It's Rebecca Sanchez.", "Thank you, Rebecca. Do you happen to know your customer ID?", "I think I might have it. Would it be on my bill?", "Yes it would.", "Great okay I have the bill here. Where is it on there?", "It should be on the upper left hand corner and it should start with the number one.", "Oh here it is. It's one two four seven six eight two one.", "Thank you for that.", "You're welcome.", "For security purposes can you verify your date of birth for me?", "It's June third nineteen ninety four.", "Great. Did you have any contact information for who you wanted it sent to?", "Yes it's the rental office at a new apartment complex hang on and let me get the number. Do you need like the actual phone number or ", "Fax number if you want it faxed or email if you want it emailed.", "Okay hang on.", "Take your time.", "The fax number to the leasing office is four five six ", "Mm-hmm.", "Seven two three.", "Okay.", "Four five six nine.", "Great. And does it need to go to the attention of anyone?", "Yes it needs to go to Robert Sims.", "Is that r. o. b. e. r. t.?", "That's correct.", "Okay I'll get that sent right over.", "Great how long does it normally take for them to get it.", "It shouldn't take more than an hour.", "That seems like a while for a fax. .", "Yeah it goes into a queue and then gets sent out based on what number request it is.", "Oh that makes sense.", "Exactly. Would you like a copy emailed to you as well just in case you need it again?", "That would be great.", "We have your email as lady love thirty two at gmail dot com. Is that still a good email?", "It is, yes.", "Great I've gone ahead and sent a copy to your email as well just in case.", "Perfect. Thank you so much.", "You're very welcome. Was there anything else I could do for you today?", "No I think that's everything ", "Okay ", "Wait no. Can you tell me when my next bill is due?", "For just your rental policy?", "Yes.", "The next bill is due August fourth in the amount of thirty four dollars.", "Awesome. Thank you.", "You're welcome. Was there anything else?", "No that's it for real this time.", "Okay. Well I hope you enjoy the rest of your day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_043_000", "insurance_043_001", "insurance_043_002", "insurance_043_003", "insurance_043_004", "insurance_043_005", "insurance_043_006", "insurance_043_007", "insurance_043_008", "insurance_043_009", "insurance_043_010", "insurance_043_011", "insurance_043_012", "insurance_043_013", "insurance_043_014", "insurance_043_015", "insurance_043_016", "insurance_043_017", "insurance_043_018", "insurance_043_019", "insurance_043_020", "insurance_043_021", "insurance_043_022", "insurance_043_023", "insurance_043_024", "insurance_043_025", "insurance_043_026", "insurance_043_027", "insurance_043_028", "insurance_043_029", "insurance_043_030", "insurance_043_031", "insurance_043_032", "insurance_043_033", "insurance_043_034", "insurance_043_035", "insurance_043_036", "insurance_043_037", "insurance_043_038", "insurance_043_039", "insurance_043_040", "insurance_043_041", "insurance_043_042", "insurance_043_043", "insurance_043_044", "insurance_043_045", "insurance_043_046", "insurance_043_047", "insurance_043_048", "insurance_043_049", "insurance_043_050", "insurance_043_051", "insurance_043_052", "insurance_043_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yeah. You guys are overbilling my account and I'm sick of it. You need to fix it.", "I'm sorry to hear you're frustrated. I'd be more than happy to look into this for you.", "Fine.", "May I have your first and last name?", "Yes. It's Jason Brown.", "Thank you, Jason. Do you have your customer ID handy?", "No. Do you think I'd take the time to memorize that?", "That's okay sir. We can verify you a different way.", "Okay.", "May I have your date of birth and phone number associated with the account?", "It's five twenty nine nineteen eighty eight.", "Mm-hmm.", "And the phone number is eight five zero four four nine eight two three four.", "Thank you for that information. May I have your social security number?", "It's four four two three seven four five six eight.", "And for security purposes can you verify your mother's maiden name?", "Yeah it's Jones.", "Thank you. I do have your account pulled up here. You stated that we were overbilling?", "Yeah. You guys have taken double payments two months in a row.", "Okay. What type of policy is being over billed? I see you have life and auto with us.", "It's the auto policy.", "Thank you for that information.", "You're welcome.", "And just to confirm you were double charged in July and June?", "Actually it was June and May. July hasn't come out yet.", "Okay. What I will need to do is open a claim with our billing department so they can research the issue.", "What? This is ridiculous. Why can't you just fix it?", "I'm sorry sir. I can definitely understand your frustration. The billing department is going to be the best resource to solve the issue. We do not have as much access to systems as they do.", "Fine.", "So I have opened a case with them and let them know that you have been overbilled for the months of May and June and we would like to have it solved before your billing period in July. Is that correct?", "Yes.", "Great. I have the claim number whenever you are ready sir.", "Fine. What is it?", "One two three four five six seven eight.", "Okay and how long until I hear from someone?", "They usually respond the next business day sir.", "Fine. Will they call me or email me?", "Generally they contact you by phone unless you request otherwise.", "Well I'd prefer them email me.", "Okay sir. We have your email as Jason dot Brown at gmail dot com. Is that correct?", "Yes.", "I have updated the claim to show you prefer email as a contact method. You should be receiving a confirmation email shortly. Can you confirm that you got it?", "Let me check.", "Be sure to check your spam folder as well.", "It's there. I got it.", "Great. Was there anything else I could do for you today?", "No.", "Okay. There will be a brief survey after the call to rate your experience today if you'd like to participate.", "Sure.", "The survey will begin as soon as I disconnect.", "Okay.", "Have a great day sir. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_044_000", "insurance_044_001", "insurance_044_002", "insurance_044_003", "insurance_044_004", "insurance_044_005", "insurance_044_006", "insurance_044_007", "insurance_044_008", "insurance_044_009", "insurance_044_010", "insurance_044_011", "insurance_044_012", "insurance_044_013", "insurance_044_014", "insurance_044_015", "insurance_044_016", "insurance_044_017", "insurance_044_018", "insurance_044_019", "insurance_044_020", "insurance_044_021", "insurance_044_022", "insurance_044_023", "insurance_044_024", "insurance_044_025", "insurance_044_026", "insurance_044_027", "insurance_044_028", "insurance_044_029", "insurance_044_030", "insurance_044_031", "insurance_044_032", "insurance_044_033", "insurance_044_034", "insurance_044_035", "insurance_044_036", "insurance_044_037", "insurance_044_038", "insurance_044_039", "insurance_044_040", "insurance_044_041", "insurance_044_042", "insurance_044_043", "insurance_044_044", "insurance_044_045", "insurance_044_046", "insurance_044_047", "insurance_044_048", "insurance_044_049", "insurance_044_050", "insurance_044_051", "insurance_044_052", "insurance_044_053", "insurance_044_054", "insurance_044_055", "insurance_044_056", "insurance_044_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. How may I help you today?", "Hey there my name is Cindy Peebles and I have been a customer for years and I need to change my address and I've never had to do that before so I don't know how.", "That's okay, Cindy. I'd be happy to help you with that.", "Great.", "Do you know your customer ID?", "I sure don't. I'm sorry.", "That's okay. We can look you up using different information.", "Okay great because I have no idea about that number. .", "That's okay. Most people don't.", "Oh I'm sure.", "What's your social and date of birth?", "Social is four two four three two four seven six eight ", "Mm-hmm.", "Date of birth is June third nineteen eighty one.", "Great. And what is the phone number associated with the account?", "It's two five one three two four six eight two nine, or it may be two five one three two four six eight two two. I'm not sure.", "I have the one that ends in six eight two two. Is that still the best number?", "Yes.", "Okay perfect. Now for security purposes can you verify your mother's maiden name?", "Yes it's Lawson.", "Thank you for that. So you were saying you wanted to change your address?", "Yes.", "Which policy would you like this to be effective on?", "Just the auto policy. I already updated the others.", "So your Complete Auto plan?", "Yes.", "Alright. That's not a problem. What was the old address on the account?", "It was three two two Second Street New Orleans, Louisiana, three six seven eight eight.", "Okay and what do we need to update it to?", "Now it needs to be eight four four Garden Street ", "Is that still New Orleans?", "Yes.", "Okay I'm sorry. Continue.", "The zip code now is three six seven nine two.", "Perfect. Is your email still cindy underscore peebles at yahoo dot com?", "Yeah that's me.", "Great so do you need the address change to be effective immediately or are you still in the process of moving.", "I'm all moved in so you can do it immediately.", "Great. So to confirm we are changing your address to eight four four Garden Street, New Orleans, Louisiana three six seven nine two.", "Yes.", "Alright, Cindy. I've got that updated and I've sent a confirmation email out to you. Can you tell me if you received it?", "Yes. Hang on and let me get logged into it real quick.", "Take your time.", "Yes I got it.", "Great. ", "Hey while I have you is there any way I can update this all online?", "Yes. You can edit your address through your user portal by selecting profile settings.", "Oh okay. I'll do that in the future.", "Sounds good. What else can I do for you today?", "I think that's everything.", "Great. There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Sure.", "Awesome the survey will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_045_000", "insurance_045_001", "insurance_045_002", "insurance_045_003", "insurance_045_004", "insurance_045_005", "insurance_045_006", "insurance_045_007", "insurance_045_008", "insurance_045_009", "insurance_045_010", "insurance_045_011", "insurance_045_012", "insurance_045_013", "insurance_045_014", "insurance_045_015", "insurance_045_016", "insurance_045_017", "insurance_045_018", "insurance_045_019", "insurance_045_020", "insurance_045_021", "insurance_045_022", "insurance_045_023", "insurance_045_024", "insurance_045_025", "insurance_045_026", "insurance_045_027", "insurance_045_028", "insurance_045_029", "insurance_045_030", "insurance_045_031", "insurance_045_032", "insurance_045_033", "insurance_045_034", "insurance_045_035", "insurance_045_036", "insurance_045_037", "insurance_045_038", "insurance_045_039", "insurance_045_040", "insurance_045_041", "insurance_045_042", "insurance_045_043", "insurance_045_044", "insurance_045_045", "insurance_045_046", "insurance_045_047", "insurance_045_048", "insurance_045_049", "insurance_045_050", "insurance_045_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": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Hello. I need to remove someone from my plan.", "Okay. I'd be happy to help with that. May I have your first and last name please?", "Yeah it's Karen Smith.", "Thank you Karen. Is that k. a. r. i. n.?", "No. it's k. a. r. e. n.", "Perfect. Thank you for that. Karen may I have your policy number?", "I don't have that on me right now.", "That's okay I can look you up using your social, if that's okay?", "Yeah that's fine. It's four seven two three six one two three four.", "Thank you. Let's see if that pulls you up here.", "Okay.", "Can you verify your date of birth please?", "It's January eighth nineteen eighty four.", "Great and finally for verification can you tell me your phone number and your mother's maiden name?", "my phone number is eight five zero seven one two three four five six and my mother's maiden name is Johnson.", "Thank you for that information. I've got all I need here to get started. You said you wanted to remove a dependent from your plan?", "Yes, that's correct. What information do I need to do that?", "Let's see. Let's start with their first and last name.", "His first and last name? It's John Smith.", "Okay I see that here. Can you verify his date of birth for me?", "Yes it's February second nineteen eighty.", "Okay thank you, and his relationship to you?", "Spouse.", "And the reason for removal?", "Well. I don't really know the best way to put it other than we're getting divorced.", "Oh. Well I'm sorry to hear that.", "Thank you.", "You're welcome. So just to confirm we are removing John Smith, date of birth February second nineteen eighty from your plan today. Would you like me to finalize the changes?", "Yes go ahead.", "Okay. I've got him removed. We have karen smith at yahoo dot com as your email. Is that still correct?", "No it's actually karen smith eighty four at gmail dot com now.", "Thank you. Let me get that updated so I can get you a copy of the changes made today.", "Can you also tell me what that does to my premium?", "Yes I can definitely do that. Give me one second to pull that information up for you.", "Okay.", "Thank you for holding, Karen. it looks like your premium is going to decrease by three hundred dollars per year.", "Okay, thank you.", "You're welcome. Just to confirm everything today I've updated your email and removed John Smith from your plan as a dependent.", "Yes.", "Is there anything else I can do for you today?", "Well if you can find me another husband that'd be great .", "You know, that's actually not a service we offer right now.", "Well that's too bad. Can you tell me when my bill is due while I have you here?", "Sure no problem. It looks like it'll be due on the twenty fourth of July. Would you like to make a payment now?", "No that's okay I can pay it online right?", "Yes ma'am you can.", "Okay I'll do that then.", "Great. Was there anything else I could do for you?", "No, I think that's it.", "You have a great day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_046_000", "insurance_046_001", "insurance_046_002", "insurance_046_003", "insurance_046_004", "insurance_046_005", "insurance_046_006", "insurance_046_007", "insurance_046_008", "insurance_046_009", "insurance_046_010", "insurance_046_011", "insurance_046_012", "insurance_046_013", "insurance_046_014", "insurance_046_015", "insurance_046_016", "insurance_046_017", "insurance_046_018", "insurance_046_019", "insurance_046_020", "insurance_046_021", "insurance_046_022", "insurance_046_023", "insurance_046_024", "insurance_046_025", "insurance_046_026", "insurance_046_027", "insurance_046_028", "insurance_046_029", "insurance_046_030", "insurance_046_031", "insurance_046_032", "insurance_046_033", "insurance_046_034", "insurance_046_035", "insurance_046_036", "insurance_046_037", "insurance_046_038", "insurance_046_039", "insurance_046_040", "insurance_046_041", "insurance_046_042", "insurance_046_043", "insurance_046_044", "insurance_046_045", "insurance_046_046", "insurance_046_047", "insurance_046_048", "insurance_046_049", "insurance_046_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": [ "Timothy Brum here of Rivertown Insurance how can I help you today?", "Hello Timothy how is the new baby?", "Baby boy number three Joshua called Josh for short has gained three pounds, giggles and is crawling.", "Glad to hear Timothy. I am going to help you out by buying some more insurance.", "Well, thanks but tell me what you're thinking, and I will tell you what we have available.", "Been reading all about this climate upping. I-I think the waters might decide to visit the house. So I need to add water protection to my homeowners policy.", "Spell your last name for me so I can pull up your policy.", "Uh that would be F as in farmer, o as in orange, r as in rabbit, s as in sailing, v as in violin, a as in ant, l as in lake and l as in lake again.", "Your first name Clarence, Clarence?", "Last time checked, and I am in my seventies so I check often, it was.", "So what type of waters are we talking about Clarence? Coming from the outside or inside the house?", "Any type of waters. That article on CNN scared me. It can can came up through the ground into a basement even if you build a twenty foot wall to hold it back.", "Well, Clarence several types of water coverage exists, and we will go through it so you understand. Do you have a vacation home on the ocean?", "No Timothy. I have my regular home on dry land.", "Give me your address.", "four three seven seven zero Patterson Drive, Midland Texas.", "Got it, Clarence. What I am doing is looking on a site called Flood Factor dot com. I am going to email you that link. What it does it shows you over a thirty year period the probability of flooding.", "Timothy are they aware of climate upping?", "Yes Clarence the site includes what I know as as climate change. Your property shows there is minimal risk of flooding over thirty years.", "That's a relief to know.", "So let me explain some things about your homeowner policy. First of all it would not cover that type of flooding. Flooding from the outside is not covered. That takes another policy called Flood Insurance, but your property is not required to have flood insurance.", "Do I have any coverage for water flooding, Timothy? What am I suppose to do if that happens?", "Climate change also means extreme weather events like tornadoes ripping your roof off and rain getting in the house. We do have a policy for that.", "I do have some type of water coverage on my home then but not the one I pondered.", "You have storm damage coverage, Clarence. We have it at seven thousand dollars and due to recent extreme weather events we could up it to ten thousand which is the average pay out.", "#Um what do I get for that coverage totally?", "Let me get the full policy out. Okay it covers windstorms and tornados, ice storms like polar vortex, hail damage, lightening strikes, wildfires, fallen trees, and power surges.", "Seems to me Timothy that is more structural than water.", "It is. Your homeowner policy also covers leaking plumbing that is sudden and accidental, Clarence.", "That include washer leaks, toilet leaks or what about grandkids not turning a faucet off?", "As long as you call right away and do not wait then yes all that is covered after the deductible.", "You're telling me no flood damage from outside is covered with my my policy?", "Correct, Clarence. That takes an additional separate policy. It is not likely you will ever flood that way in your present place.", "#Um I am not going to remember all that. Do you have some papers I can see what waters are covered?", "Clarence you know insurance is all about papers.", "I agree with you there, Timothy. Forked tongue papers.", "That is job security for me, Clarence. I took all the time to remove the forked tongue.", "Okay, I will come get the papers then. Need out of the house anyway.", "What about the additional three thousand we need to add due to extreme weather conditions.", "How about we talk about that when I get there. You got a preferred time, Timothy since you are costing me money.", "You have to have a disaster to get paid, Clarence. I would not be wishing that. Would Wednesday around two ish be good for you?", "I-I will bring my special brew and some homemade bread from the wife. May be the last time after I find out how much more to pay, Timothy.", "We have options, Clarence. I did not intentionally create the extreme weather for biz.", "You gonna make me a customized plan to ease the pain of paying.", "We will look at the whole plan. Most likely there is something that needs to be done away with. Mentioning grandkids instead of kids reminded me.", "That's why I like you Timothy. You try to save a feller a buck.", "See me Wednesday?", "Yeah, Timmy see you Wednesday.", "Okay then. Bye Clarence. Watch out for those waters outside.", "Bye Timothy. No waters out there so going to go play golf.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_047_000", "insurance_047_001", "insurance_047_002", "insurance_047_003", "insurance_047_004", "insurance_047_005", "insurance_047_006", "insurance_047_007", "insurance_047_008", "insurance_047_009", "insurance_047_010", "insurance_047_011", "insurance_047_012", "insurance_047_013", "insurance_047_014", "insurance_047_015", "insurance_047_016", "insurance_047_017", "insurance_047_018", "insurance_047_019", "insurance_047_020", "insurance_047_021", "insurance_047_022", "insurance_047_023", "insurance_047_024", "insurance_047_025", "insurance_047_026", "insurance_047_027", "insurance_047_028", "insurance_047_029", "insurance_047_030", "insurance_047_031", "insurance_047_032", "insurance_047_033", "insurance_047_034", "insurance_047_035", "insurance_047_036", "insurance_047_037", "insurance_047_038", "insurance_047_039", "insurance_047_040", "insurance_047_041", "insurance_047_042", "insurance_047_043", "insurance_047_044", "insurance_047_045", "insurance_047_046", "insurance_047_047", "insurance_047_048", "insurance_047_049", "insurance_047_050", "insurance_047_051", "insurance_047_052", "insurance_047_053", "insurance_047_054", "insurance_047_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Hey yes I just recently moved to a different place and need to change my address and phone number that I have with you guys.", "No problem. I'd be happy to help with that.", "Great.", "May I have your first and last name please?", "Yes it's Roger Green.", "Thank you, Roger.", "You're welcome.", "Do you know your customer ID, by chance?", "Where would I find that at?", "It should be on your bill or in your online profile.", "Hang on and let me get my bill.", "Take your time.", "Okay I have my bill. Where is it at on here?", "It should be in the upper left hand corner and should start with the number one.", "Oh jeez. There it is ", "Did you find it?", "Yes it's right here.", "Great.", "It's one three seven two four two two one.", "Perfect. And for security purposes can you verify your date of birth?", "It's three seven eighty four.", "Great. So we need to update your address and phone number. Is that correct?", "Yes.", "Which policies would you like to change these for?", "Just the auto for right now.", "Okay. What is the old address we should have on file for you.", "It's three six three Eighty Second street, Pensacola, Florida, three two five three five.", "Okay, great and what do we need to change it to?", "We need to change it to Four seven two Loblolly ridge ", "And can you spell Loblolly for me?", "Sure, it's l. o. b. l. o. l. l. y.", "Great thank you.", "You're welcome Pensacola, Florida three two five three five.", "Alright, and what is the old phone number we should have on file for you?", "You should have either two five one three two three four seven six eight or two five one three two three four seven six nine.", "Yes we have the one ending in four seven six eight.", "Okay we need to change it to two five one three seven two four seven two two.", "Alright sir to confirm we've updated your address to reflect four seven two Loblolly Ridge in Pensacola and ", "Right.", "And changed your phone number to two five one three seven two four seven two two.", "Perfect.", "What else can I do for you today?", "Can you tell me when my next bill is due?", "Yes it will be due on August eighteenth in the amount of three hundred twenty dollars.", "Okay.", "Would you like to go ahead and take care of that?", "No I'll pay it online later.", "I understand. Was there anything else we could help you with?", "No I think that's it for today.", "Great. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?", "No not today.", "Not a problem. Have a great day, sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_048_000", "insurance_048_001", "insurance_048_002", "insurance_048_003", "insurance_048_004", "insurance_048_005", "insurance_048_006", "insurance_048_007", "insurance_048_008", "insurance_048_009", "insurance_048_010", "insurance_048_011", "insurance_048_012", "insurance_048_013", "insurance_048_014", "insurance_048_015", "insurance_048_016", "insurance_048_017", "insurance_048_018", "insurance_048_019", "insurance_048_020", "insurance_048_021", "insurance_048_022", "insurance_048_023", "insurance_048_024", "insurance_048_025", "insurance_048_026", "insurance_048_027", "insurance_048_028", "insurance_048_029", "insurance_048_030", "insurance_048_031", "insurance_048_032", "insurance_048_033", "insurance_048_034", "insurance_048_035", "insurance_048_036", "insurance_048_037", "insurance_048_038", "insurance_048_039", "insurance_048_040", "insurance_048_041", "insurance_048_042", "insurance_048_043", "insurance_048_044", "insurance_048_045", "insurance_048_046", "insurance_048_047", "insurance_048_048", "insurance_048_049", "insurance_048_050", "insurance_048_051", "insurance_048_052", "insurance_048_053", "insurance_048_054", "insurance_048_055" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes. I heard from a friend that you guys do pet insurance. Is that right?", "Yes ma'am we do offer pet insurance plans.", "Perfect. Can I get a quote for that? I'm already a customer with you guys and have nothing but good experiences.", "Great! I'm glad to hear you're a happy customer. May I have your first and last name?", "Yes it's Francis Moore.", "Thank you, Francis! Do you have your customer ID handy?", "Let me see if I can find it.", "No problem. Take your time.", "I found it. It's one two three four five six seven eight.", "Thank you for that!", "You're welcome.", "For security purposes may I have your date of birth, please?", "It's February fourth nineteen fifty.", "Great. I've got you pulled up here. To do a pet quote I just have to ask you a couple of questions about your pet. Is that okay?", "Sure!", "Great! What kind of pet is it?", "She's a dog and her name is Sally.", "That's a cute name! What kind of dog is she?", "She is a dachshund. have you ever had one?", "No but they're super cute.", "They really are but oh my gosh they are so stubborn. She's just a puppy and she is definitely in charge.", ". Well I'm sure she runs the house.", "She definitely does .", "How old is she?", "She is six months old.", "So she is just a puppy!", "Absolutely.", "Do you know about how much she weighs?", "She only weighs about eight pounds right now.", "Oh that's tiny.", "Yeah she's not big at all.", "Well with her being so little I would recommend our pet preferred plan.", "What does that cover?", "It'll reimburse you for all of her vet visits and it offers you a discount on the spay procedure.", "That sounds good. How much is that?", "It is one thousand per year.", "Oh boy. That's more than I expected. Do you have any other plans that are cheaper?", "Yes. We do offer the pet basic plan as well for five hundred per year.", "That sounds better. What does that cover?", "It covers emergency vet visits and routine vaccine reimbursement but does not reimburse for check ups and annual visits.", "That's fine. I'm really just looking to cover emergencies.", "Then that sounds like it would be the best option for you.", "Yes it does. I do have a few other places I want to check. Is it okay if I get back to you?", "Absolutely. We have your phone number as eight five two four three six eight seven nine nine. Is that correct?", "Yes it is.", "Is it okay if I give you a call tomorrow to follow up on your search?", "Sure!", "Great. Was there anything else that I could do for you today?", "I think that's it.", "Perfect. There will be a brief survey after the call to evaluate your experience. Would you like to participate?", "Yes.", "Okay great. The survey will start as soon as I disconnect.", "Okay.", "Have a great day! Goodbye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_049_000", "insurance_049_001", "insurance_049_002", "insurance_049_003", "insurance_049_004", "insurance_049_005", "insurance_049_006", "insurance_049_007", "insurance_049_008", "insurance_049_009", "insurance_049_010", "insurance_049_011", "insurance_049_012", "insurance_049_013", "insurance_049_014", "insurance_049_015", "insurance_049_016", "insurance_049_017", "insurance_049_018", "insurance_049_019", "insurance_049_020", "insurance_049_021", "insurance_049_022", "insurance_049_023", "insurance_049_024", "insurance_049_025", "insurance_049_026", "insurance_049_027", "insurance_049_028", "insurance_049_029", "insurance_049_030", "insurance_049_031", "insurance_049_032", "insurance_049_033", "insurance_049_034", "insurance_049_035", "insurance_049_036", "insurance_049_037", "insurance_049_038", "insurance_049_039", "insurance_049_040", "insurance_049_041", "insurance_049_042", "insurance_049_043", "insurance_049_044", "insurance_049_045", "insurance_049_046", "insurance_049_047", "insurance_049_048", "insurance_049_049", "insurance_049_050", "insurance_049_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 Insurance. How may I assist you today?", "Hey yes I mailed my bill about a week ago and I haven't seen it get credited to my account and I just want to check on that.", "I'll be happy to look into that for you today.", "Okay.", "May I have your first and last name?", "It's Rita Black.", "Thank you, Rita. Do you have your customer ID handy?", "No, I sure don't. I'm sorry.", "That's okay. I can look you up using other information.", "Great.", "May I have your full social and date of birth?", "My social is four two four three two four eight two two.", "Mm-hmm.", "And my date of birth is January third nineteen sixty four.", "Great. What is the phone number associated with the account?", "It's two five one three six seven eight five four one.", "Perfect. And for security purposes can you tell me your favorite pet's name?", "Yes. It's Rupert.", "That's a cute name!", "Yeah he looks like a Rupert.", "Alright so give me just a moment to pull up your billing information.", "Okay.", "So you said you mailed the payment about a week ago?", "Yes that's right.", "And did you send it regular mail?", "Yes through the postal service.", "Okay. I am showing a pending payment so it looks like it was received. It's in the queue to be processed.", "Okay great so you did get it?", "Yes ma'am.", "When do you think it will show up on the account?", "It shouldn't be too much longer. I would say probably about another business day or so.", "Okay the due date is tomorrow, I won't receive a late fee will I?", "No you shouldn't be charged a late fee because we received the payment before the due date.", "Okay good.", "Did you have any other questions for me?", "Yes is there any other way to pay this other than mailing a check?", "Absolutely! You can pay a multitude of ways.", "Okay.", "We have online options as well as paying through our automated phone system and calling one of our representatives.", "Are there any additional fees for that?", "No ma'am. All of the bill pay services are complimentary.", "Oh good. I'll do that next time then.", "Perfect. What else can I answer for you today?", "I think that's going to be it for today.", "Great. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate.", "Sure. Why not.", "Great. The survey will start as soon as I disconnect the call and will only take a few minutes.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_050_000", "insurance_050_001", "insurance_050_002", "insurance_050_003", "insurance_050_004", "insurance_050_005", "insurance_050_006", "insurance_050_007", "insurance_050_008", "insurance_050_009", "insurance_050_010", "insurance_050_011", "insurance_050_012", "insurance_050_013", "insurance_050_014", "insurance_050_015", "insurance_050_016", "insurance_050_017", "insurance_050_018", "insurance_050_019", "insurance_050_020", "insurance_050_021", "insurance_050_022", "insurance_050_023", "insurance_050_024", "insurance_050_025", "insurance_050_026", "insurance_050_027", "insurance_050_028", "insurance_050_029", "insurance_050_030", "insurance_050_031", "insurance_050_032", "insurance_050_033", "insurance_050_034", "insurance_050_035", "insurance_050_036", "insurance_050_037", "insurance_050_038", "insurance_050_039", "insurance_050_040", "insurance_050_041", "insurance_050_042", "insurance_050_043", "insurance_050_044", "insurance_050_045", "insurance_050_046", "insurance_050_047", "insurance_050_048", "insurance_050_049", "insurance_050_050", "insurance_050_051", "insurance_050_052", "insurance_050_053", "insurance_050_054", "insurance_050_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Hey I'm trying to organize my hurricane kit and I realized I don't have my policy number for you guys. Can you provide that for me?", "I can most certainly pull that up for you.", "Awesome.", "What's your first and last name?", "It's Joseph Brown.", "Thanks Joseph, may I have you full social and date of birth please?", "The social is four two two three seven six two four nine.", "Mm-hmm.", "The date of birth is March seventh nineteen eighty two.", "Great, and the phone number associated with the account?", "It's two five one three seven three four two two four.", "Great and for security purposes can you verify your favorite pet's name.", "It's Killer.", "That's a scary name for a pet .", ". Yeah he's a miniature poodle so we thought it would be funny.", "Oh yeah he definitely would seem like a killer at that size.", "Exactly .", "Which policy were you looking to get your policy number on?", "The auto insurance.", "And that's the Preferred Auto plan?", "Yes.", "Okay I have that policy number for you whenever you're ready.", "Okay go for it.", "It's one two three four five six seven eight nine nine.", "One two three four five six seven eight nine nine?", "Yes.", "Got it.", "Just a reminder, your bill is due tomorrow. Would you like to go ahead and pay it while you're on the phone with me?", "Sure. We can do that.", "The current about due is two hundred dollars.", "Okay.", "How would you like to pay today?", "How about we use a credit card.", "That works. What is the card number?", "It's one two three four one two three four one two three four one two three four.", "Perfect. And the expiration date?", "It's twelve of twenty four.", "Okay and the CVV code on the back?", "It's one two three.", "Alright so just to confirm we're going to be making a one time payment of two hundred dollars for your July bill.", "Yes.", "Is your email still killers dad at aol dot com?", "Yes it is.", "Perfect. I've gone ahead and sent a confirmation of payment to your email.", "Great. Thank you.", "You're welcome. Was there anything else I could do for you today?", "No that's it.", "Good deal. There will be a brief survey after the call to rate your experience today if you'd like to participate.", "Sure.", "It will start as soon as I disconnect.", "Okay.", "Have a great day, sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_051_000", "insurance_051_001", "insurance_051_002", "insurance_051_003", "insurance_051_004", "insurance_051_005", "insurance_051_006", "insurance_051_007", "insurance_051_008", "insurance_051_009", "insurance_051_010", "insurance_051_011", "insurance_051_012", "insurance_051_013", "insurance_051_014", "insurance_051_015", "insurance_051_016", "insurance_051_017", "insurance_051_018", "insurance_051_019", "insurance_051_020", "insurance_051_021", "insurance_051_022", "insurance_051_023", "insurance_051_024", "insurance_051_025", "insurance_051_026", "insurance_051_027", "insurance_051_028", "insurance_051_029", "insurance_051_030", "insurance_051_031", "insurance_051_032", "insurance_051_033", "insurance_051_034", "insurance_051_035", "insurance_051_036", "insurance_051_037", "insurance_051_038", "insurance_051_039", "insurance_051_040", "insurance_051_041", "insurance_051_042", "insurance_051_043", "insurance_051_044", "insurance_051_045", "insurance_051_046", "insurance_051_047", "insurance_051_048", "insurance_051_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 calling Rivertown Insurance. How may I help you today?", "Yes my name is John Brown, policy number one two three four five six seven eight and I need to report an accident.", "I'm sorry to hear there was an accident mister Brown. Are you currently in a safe place?", "Yes I'm waiting on the police to finish their report and thought I'd get this out of the way.", "I understand. For security purposes may I have your date of birth and your driver's license number?", "It is nine twenty two nineteen seventy four. My license number is one two three four five six seven eight.", "Thank you. I've got you pulled up here. Can you give me a run down of what happened?", "Yeah I was travelling down highway eighty nine and I was stopped at a red light.", "Mm-hmm.", "Then out of nowhere this guy just rams into me. I guess he was texting or something.", "Was anyone injured in the accident?", "No everyone was fine thankfully.", "That's good to hear. What kind of damage was done to your vehicle?", "It looks like the entire bumper was smashed in and there are scratches all over the trunk.", "Okay. Did the airbags deploy?", "No.", "Okay that's good to hear. Were you able to get the other driver's information.", "I sure was.", "Perfect. What was their first and last name?", "It was Casey c. a. s. e. y. Brown b. r. o. w. n.", "Thank you. And what insurance company do they use?", "It's Cobbtown Mutual.", "Thank you, mister Brown. did you happen to get their policy number with them?", "Yeah let me get my notebook back out.", "Okay. Take your time.", "It's one two three four five six seven eight.", "Great. Thanks for that. Did you happen to get their phone number too?", "I sure did. It's one two three four five six seven eight nine.", "Thank you sir.", "You're welcome.", "Okay sir. I've got all of the information logged in our system.", "Okay what do I do now?", "Once you get the police report, if you want the damage to be covered you'll need to file a claim.", "How do I do that? Do I call in?", "Yes sir. You can call in or you can file the claim on our website.", "That sounds easier than having to hold. Where is that on the site?", "Once you log in it's in the upper left hand corner. It says file a claim.", "Okay. That sounds pretty simple.", "If you'd like sir, I can go ahead and start it and then you could upload the police report later.", "No, that's okay. I don't really feel like getting into all of that right now.", "I understand sir.", "I think I'll just log in when I get home to do it.", "That's not a problem sir. Was there anything else I could do for you today?", "No I think that's everything for right now.", "Okay, great. Again I'm sorry to hear about the accident.", "Yeah it's kind of crazy. You never expect it to happen.", "Oh I know. All of our customers say that they didn't see it coming.", "I can definitely relate now .", "Well try to enjoy the rest of your day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_052_000", "insurance_052_001", "insurance_052_002", "insurance_052_003", "insurance_052_004", "insurance_052_005", "insurance_052_006", "insurance_052_007", "insurance_052_008", "insurance_052_009", "insurance_052_010", "insurance_052_011", "insurance_052_012", "insurance_052_013", "insurance_052_014", "insurance_052_015", "insurance_052_016", "insurance_052_017", "insurance_052_018", "insurance_052_019", "insurance_052_020", "insurance_052_021", "insurance_052_022", "insurance_052_023", "insurance_052_024", "insurance_052_025", "insurance_052_026", "insurance_052_027", "insurance_052_028", "insurance_052_029", "insurance_052_030", "insurance_052_031", "insurance_052_032", "insurance_052_033", "insurance_052_034", "insurance_052_035", "insurance_052_036", "insurance_052_037", "insurance_052_038", "insurance_052_039", "insurance_052_040", "insurance_052_041", "insurance_052_042", "insurance_052_043", "insurance_052_044", "insurance_052_045", "insurance_052_046", "insurance_052_047", "insurance_052_048", "insurance_052_049", "insurance_052_050", "insurance_052_051", "insurance_052_052", "insurance_052_053", "insurance_052_054", "insurance_052_055", "insurance_052_056", "insurance_052_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. How may I help you today?", "Yes I need to update some of my security information on here. I think someone got ahold of my info and is trying to pretend to be me.", "Oh no. I'm sorry to hear that.", "That's okay. Better to be safe than sorry right?", "Absolutely.", "So that's why I'm calling.", "Well I'd be happy to update that information for you.", "Great.", "Let's start with your first and last name please.", "It's Jacob Green.", "Thank you, Jacob. Do you know your customer ID?", "Yes hang on I need to get it out of my wallet.", "Take your time.", "It's one two three seven two two three two four.", "Great and for security purposes can you verify your date of birth?", "It's June third nineteen eighty eight.", "Great. Now we have your current security question as your mother's maiden name. Is that correct?", "Yes it should be.", "And what is the answer?", "It should be Johnson.", "That's correct. What were you wanting to change it to?", "What are my options?", "We can use name of your childhood best friend, name of your high school, name of your first pet et cetera.", "What about like name of my favorite teacher?", "We can do that one.", "Okay I'm just thinking that one because I don't think anyone would be able to guess that.", "I agree. It's hard to guess something like that because it's a memory not really an item.", "Exactly.", "What do you want the answer to be?", "missus Salter.", "Great. So I have your email on here as Jacob underscore Green at gmail dot com. Is that still accurate?", "Yes it is.", "Perfect. So what I'm going to do now is send you an email confirming we've made the change.", "Okay it won't have any like information in it will it?", "No it will just say your security preferences have been updated.", "Oh that's fine. Hey while I'm at it can we change my password online too?", "Of course. Do you want me to send the change password link to that same email.", "Yes please.", "Okay. I've got it sent please confirm that you've received it.", "Okay hang on let me get logged in.", "No worries.", "I have it.", "Great. Go ahead and click the link. It should take you to a secure page to change your password.", "Okay I see it ", "Now you'll just select a new password.", "Okay does it need any like numbers or something?", "It will need a capital letter, a number and a symbol.", "Okay.", "Is it working for you?", "it seems like it so far.", "Great. Let me know if you hit any roadblocks.", "Okay it says the password has been successfully changed.", "Great. was there anything else I could do for you today?", "No that was it. Thank you.", "You're very welcome. Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_053_000", "insurance_053_001", "insurance_053_002", "insurance_053_003", "insurance_053_004", "insurance_053_005", "insurance_053_006", "insurance_053_007", "insurance_053_008", "insurance_053_009", "insurance_053_010", "insurance_053_011", "insurance_053_012", "insurance_053_013", "insurance_053_014", "insurance_053_015", "insurance_053_016", "insurance_053_017", "insurance_053_018", "insurance_053_019", "insurance_053_020", "insurance_053_021", "insurance_053_022", "insurance_053_023", "insurance_053_024", "insurance_053_025", "insurance_053_026", "insurance_053_027", "insurance_053_028", "insurance_053_029", "insurance_053_030", "insurance_053_031", "insurance_053_032", "insurance_053_033", "insurance_053_034", "insurance_053_035", "insurance_053_036", "insurance_053_037", "insurance_053_038", "insurance_053_039", "insurance_053_040", "insurance_053_041", "insurance_053_042", "insurance_053_043", "insurance_053_044", "insurance_053_045", "insurance_053_046", "insurance_053_047", "insurance_053_048", "insurance_053_049", "insurance_053_050", "insurance_053_051", "insurance_053_052", "insurance_053_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hey yes I have a renewal coming up and I usually pay only once a year but this year I can't make one large payment. I need to see if I can do it monthly.", "Yes I can definitely help with changing your billing frequency.", "Great.", "May I have your first and last name please?", "Yes it's Margaret Fletcher.", "Thank you, Margaret. Do you know your customer number?", "Let me see if I can find it real quick.", "Take your time.", "I can't find it.", "That's okay We can look up your information a different way.", "Okay good.", "May I have your social security number and your date of birth?", "Sure my social is four two four three seven one two three four.", "Okay.", "And my date of birth is May third nineteen eighty nine.", "Great. Thank you for that.", "You're welcome.", "What is the phone number associated with the account?", "I think it's one two three four four nine six seven eight nine.", "And for security purposes can you verify your mother's maiden name?", "Yes it's Atkins.", "Like the diet?", "Yeah . Everyone always says that.", "Yeah it's the first thing that came to my mind.", "Yeah that's what everyone thinks.", "Okay so you want to change your billing frequency from annual to monthly, correct?", "Yes. What is the payment difference? Is there a convenience fee or anything?", "Yes ma'am. There is a three dollar per month processing fee to pay monthly versus annually.", "Oh that's not too bad.", "No ma'am and you also have the option to set up automatic payments so you don't have to worry about remembering to pay.", "Can I do that online?", "Yes once we complete the change you can sign up for auto pay online.", "Will this change my policy renewal date?", "No ma'am. Your renewal date will stay the same it will just be due monthly.", "Oh okay.", "So to confirm we're going to change your billing frequency from annually to monthly effective on your renewal date of July thirtieth.", "Yes. I confirm.", "Great. I have that changed for you.", "When will I be able to see what my monthly payments are?", "Once the system updates you should receive an email with your new billing breakdown.", "How long does that take?", "Usually it is in the system by the next business day.", "Okay.", "We have your email as joes mom twenty four seven at gmail dot com. Is that correct?", "Yes that's correct.", "Perfect. Just keep an eye out on your email and you should receive that confirmation.", "Okay great!", "Was there anything else I could do for you today?", "No. I think that's all.", "Well thank you for calling. Have a good rest of your day!", "You too!", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_054_000", "insurance_054_001", "insurance_054_002", "insurance_054_003", "insurance_054_004", "insurance_054_005", "insurance_054_006", "insurance_054_007", "insurance_054_008", "insurance_054_009", "insurance_054_010", "insurance_054_011", "insurance_054_012", "insurance_054_013", "insurance_054_014", "insurance_054_015", "insurance_054_016", "insurance_054_017", "insurance_054_018", "insurance_054_019", "insurance_054_020", "insurance_054_021", "insurance_054_022", "insurance_054_023", "insurance_054_024", "insurance_054_025", "insurance_054_026", "insurance_054_027", "insurance_054_028", "insurance_054_029", "insurance_054_030", "insurance_054_031", "insurance_054_032", "insurance_054_033", "insurance_054_034", "insurance_054_035", "insurance_054_036", "insurance_054_037", "insurance_054_038", "insurance_054_039", "insurance_054_040", "insurance_054_041", "insurance_054_042", "insurance_054_043", "insurance_054_044", "insurance_054_045", "insurance_054_046", "insurance_054_047", "insurance_054_048", "insurance_054_049", "insurance_054_050", "insurance_054_051", "insurance_054_052", "insurance_054_053", "insurance_054_054", "insurance_054_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Hey I got several policies with you guys but I saw online that you offer pet insurance. Can you tell me how much that costs?", "I'd be happy to help with your pet quote today.", "Great.", "May I have your first and last name?", "It's Nancy Johnson.", "Thank you, Nancy. Do you know your customer ID?", "Where would I find that at?", "It should be on your bill, on your profile page on our website, or in our mobile app.", "Oh okay. Hang on and let me get a bill.", "Take your time.", "Okay what number on this bill is it?", "It should be in the top left corner and it should start with the number one.", "Okay it's one two four six eight two two eight.", "Thank you for that.", "You're welcome.", "For security purposes can you verify your date of birth?", "Yes it's July first nineteen sixty two.", "Thank you for that, Nancy. What kind of pet do you have?", "It's a Persian cat.", "I love those. They are so pretty.", "Yes. She is. She's very spoiled.", "I'm sure . My cat runs the house.", "Oh yeah so does she. She is definitely the boss.", "How old is she?", "She just turned one last week.", "Well happy belated birthday!", "Yes we had a little party for her.", "That's so cute.", "Thank you.", "You're welcome. Do you know how much she weighs?", "She is eight pounds.", "Great. I have a couple of different options here for you.", "Okay what are they?", "We have the Petcare Basic which covers your normal vet visits and reimburses for vaccines.", "Okay and what else?", "We also have the Petcare Preferred which covers all of the vet visits including a visit to an emergency vet if needed.", "That one sounds better. How much is it?", "The Petcare Preferred is one thousand per year.", "Jeez. That's more expensive than I thought.", "Yes ma'am. I understand. Keep in mind that it covers all of your visits and a visit to an emergency vet which can get really expensive really fast.", "That's true.", "How about I email you over the options of the two plans so you can see a full breakdown?", "That sounds good.", "Is your email still nancy underscore johnson at gmail dot com?", "Yes it is.", "Alright Nancy I've got that sent out to you.", "Great can I think on it a little bit and give you guys a call back?", "Of course this quote is good for thirty days.", "Okay wonderful.", "Was there anything else I could do for you today?", "No I think that's it.", "Well you have a great day, okay?", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_055_000", "insurance_055_001", "insurance_055_002", "insurance_055_003", "insurance_055_004", "insurance_055_005", "insurance_055_006", "insurance_055_007", "insurance_055_008", "insurance_055_009", "insurance_055_010", "insurance_055_011", "insurance_055_012", "insurance_055_013", "insurance_055_014", "insurance_055_015", "insurance_055_016", "insurance_055_017", "insurance_055_018", "insurance_055_019", "insurance_055_020", "insurance_055_021", "insurance_055_022", "insurance_055_023", "insurance_055_024", "insurance_055_025", "insurance_055_026", "insurance_055_027", "insurance_055_028", "insurance_055_029", "insurance_055_030", "insurance_055_031", "insurance_055_032", "insurance_055_033", "insurance_055_034", "insurance_055_035", "insurance_055_036", "insurance_055_037", "insurance_055_038", "insurance_055_039", "insurance_055_040", "insurance_055_041", "insurance_055_042", "insurance_055_043", "insurance_055_044", "insurance_055_045", "insurance_055_046", "insurance_055_047", "insurance_055_048", "insurance_055_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 calling Rivertown Insurance. How may I help you today?", "Yeah my name is Ricky Johnson and I'm customer there. I haven't had access to a computer in a while and I need to see when my bill is due and make a payment.", "Okay Ricky. I'd be happy to help with that. Do you have your customer ID?", "Let me see if it's in my wallet.", "Okay take your time.", "I don't see it. I haven't been around a computer in a while. I kind of fell on hard times you know.", "I'm sorry to hear that.", "Yeah I lost my job and my wife in the same week and I've had to move back in with my parents.", "Oh no. Sounds like you've had a rough time.", "Yeah.", "Well that's okay I can look you up a different way.", "Great.", "What's your social and date of birth?", "The social is four four seven eight two three four five six.", "Mm-hmm.", "The date of birth is October thirteenth nineteen eighty seven.", "Perfect. What is the phone number associated with the account?", "It's eight five zero one two three four five six seven.", "Great. And for security purposes can you tell me your favorite pet's name?", "Yeah it's Rufus.", "Thank you for that.", "You're welcome.", "I'm showing that there's currently a total bill of seven hundred thirty dollars with a minimum of three hundred twelve due today.", "Yeah. I'm a little bit behind that's why I'm calling to pay it.", "How much would you like to pay today?", "just the three hundred twelve today.", "Okay. How would you like to pay?", "Can I use my debit card?", "Yes sir we accept debit or credit cards.", "Okay let's do that then.", "What is the card number, security code, and expiration date?", "The card number is one two three four four three two one one two three four four three two one.", "Mm-hmm.", "The expiration date is twelve twenty four and what else?", "The security code on the back of the card.", "Oh it's one two three.", "Great. So just to confirm we are going to make a one time charge to the card ending in four three two one in the amount of three hundred twelve dollars today.", "Yes.", "Okay. I've gone ahead and made that payment for you.", "Thank you.", "You're welcome. We have Ricky underscore johnson at gmail dot com as your email. Is that correct?", "Yes.", "I have emailed you a copy of your receipt for today's transaction.", "Great! Thank you so much.", "You're very welcome. was there anything else I could do for you today?", "No I think that was all.", "Okay. There will be a brief survey at the end of the call to gauge your service today. Would you like to participate?", "I don't think so, not today.", "That's not a problem sir. I hope you enjoy the rest of your day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_056_000", "insurance_056_001", "insurance_056_002", "insurance_056_003", "insurance_056_004", "insurance_056_005", "insurance_056_006", "insurance_056_007", "insurance_056_008", "insurance_056_009", "insurance_056_010", "insurance_056_011", "insurance_056_012", "insurance_056_013", "insurance_056_014", "insurance_056_015", "insurance_056_016", "insurance_056_017", "insurance_056_018", "insurance_056_019", "insurance_056_020", "insurance_056_021", "insurance_056_022", "insurance_056_023", "insurance_056_024", "insurance_056_025", "insurance_056_026", "insurance_056_027", "insurance_056_028", "insurance_056_029", "insurance_056_030", "insurance_056_031", "insurance_056_032", "insurance_056_033", "insurance_056_034", "insurance_056_035", "insurance_056_036", "insurance_056_037", "insurance_056_038", "insurance_056_039", "insurance_056_040", "insurance_056_041", "insurance_056_042", "insurance_056_043", "insurance_056_044", "insurance_056_045", "insurance_056_046", "insurance_056_047", "insurance_056_048", "insurance_056_049", "insurance_056_050", "insurance_056_051", "insurance_056_052", "insurance_056_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hey I was wondering if I could get a quote for car insurance. My friend uses you guys and had some good things to say. I'm trying to lower my premiums.", "I'd be more than happy to help with that. Thanks for considering us. May I have your first and last name?", "Yes it's Gary Peters.", "Nice to meet you Gary. What kind of car are you wanting to get a quote on?", "It's a Toyota Corolla.", "Those are great vehicles. Several of my family members have one and they love them.", "Yeah it's been a good car so far. I haven't had any issues at all.", "What is the year model of your Toyota?", "It's a twenty sixteen.", "Great, thank you for that.", "No problem.", "What state will the vehicle need to be insured in?", "Florida.", "Awesome. That's where I'm from. Can I have your date of birth please?", "It's ten twenty nine ninety three.", "Perfect, and what is your current address?", "It is one one three two East Nine Mile Road Pensacola Florida three two five one four.", "That's one one three two East Nine Mile Street Pensacola Florida three two five one four?", "No it's east Nine Mile Road not street.", "Sorry about that. Give me just a couple of seconds to finalize everything here so we can see what we can do.", "Sounds great.", "Okay, mister Peters. We have three different plan options for you to choose from.", "Okay what are they?", "We offer Basic at one thousand per year, Preferred at fifteen hundred per year, and Complete at two thousand per year.", "What's the difference between the Preferred and the other one.", "The Preferred and the Complete?", "Yes those two.", "The Preferred plan has a seven hundred fifty dollar comprehensive and collision deductible and rental care coverage but does not cover emergency roadside assistance.", "Okay.", "The Complete plan has a two hundred fifty dollar comprehensive and collision deductible with rental coverage and emergency roadside.", "What kind of rental coverage do they have?", "Both are forty dollars per day with a fourteen day maximum.", "And what does emergency roadside do?", "That's for if you breakdown, we will pay for a tow or to change a tire et cetera.", "That makes sense.", "I can email you breakdowns of the differences in plans if you'd like.", "Sure that'd be great.", "What is your email address?", "It's gary underscore peters at gmail dot com.", "That's gary underscore peters at gmail dot com?", "Yes, Gary as in g. a. r. y.", "Got it. I'm sending that over to you now. Can you tell me once you've received it?", "Yeah hang on let me open my computer.", "Take your time.", "Yes I have them here and I'm looking over them.", "Perfect does any of those meet your needs and beat your current rates?", "Yeah I'll need to talk with my wife though to see what she wants to do first.", "That's okay. Do you mind if I reach back out to you probably tomorrow to see if you want to move forward?", "Yeah that would be okay.", "Great. Were there any other questions I could answer for you?", "No I think that's it.", "Perfect. Enjoy your day, mister Peters. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_057_000", "insurance_057_001", "insurance_057_002", "insurance_057_003", "insurance_057_004", "insurance_057_005", "insurance_057_006", "insurance_057_007", "insurance_057_008", "insurance_057_009", "insurance_057_010", "insurance_057_011", "insurance_057_012", "insurance_057_013", "insurance_057_014", "insurance_057_015", "insurance_057_016", "insurance_057_017", "insurance_057_018", "insurance_057_019", "insurance_057_020", "insurance_057_021", "insurance_057_022", "insurance_057_023", "insurance_057_024", "insurance_057_025", "insurance_057_026", "insurance_057_027", "insurance_057_028", "insurance_057_029", "insurance_057_030", "insurance_057_031", "insurance_057_032", "insurance_057_033", "insurance_057_034", "insurance_057_035", "insurance_057_036", "insurance_057_037", "insurance_057_038", "insurance_057_039", "insurance_057_040", "insurance_057_041", "insurance_057_042", "insurance_057_043", "insurance_057_044", "insurance_057_045", "insurance_057_046", "insurance_057_047", "insurance_057_048", "insurance_057_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 calling Rivertown Insurance. My name is Lisa. To whom do I have the pleasure of speaking with?", "Kim Brown.", "Thank you miss Brown. What can I help you with today?", "I'm an idiot and thought I could remember my password but apparently I can't. I believe it locked me out because I tried too many passwords.", "I see. I can definitely help you with your password but first can I get your full legal name, date of birth and policy number?", "Yeah, it's Kimberly J Brown. Date of birth is April first nineteen ninety.", "Wonderful. Do you have the policy number handy? If not, I can look it up by your social.", "#Um, maybe. Can you hang on a second?", "Of course. Take your time.", "Okay, here it is. seven two two one forty-two sixty-sx.", "Ah, I found you. Yes, it does appear that you have been locked out of your account.", "It's so hard to remember since you are supposed to use different passwords for different things. You know what I mean?", "Oh yes. I have to write everything down these days.", "I seriously need to start.", "I am going to reset your password now. It will take just a few moments. Other than your password issue, how is your day going?", "Just fine. Busy. Ugh, it's just so hot outside, too. Are you in Florida also?", "No, we are here in the great state of Texas. But yes, the heat here is nearly unbearable. At least we don't have the humidity you do, I feel for you.", "I know, right?", "I can't even imagine. I would melt before noon. Good news, miss Brown! It seems that the reset of the account was successful. Now you will need to enter your user name and the temporary password -", "Hang on. Let me get back to that page. I'm sorry, my computer is really slow today.", "I completely understand. It's okay.", "#Um okay! So I put in my user name and then what?", "I will give you a temporary password so you can get into your account. The system will then prompt you to create another secure password.", "Perfect. I'm ready.", "The password is rivertownkb.", "Okay, all lowercase?", "Correct. I will wait on the line to make sure you don't have any trouble.", "Thanks.", "Of course! Let me know when you are in.", "#Huh for some reason it isn't working.", "What type of error message are you receiving?", "Oh, it says incorrect username. Hang on a minute, let me see.", "Okay. Let me know if you need help.", "Oh, you know what? It autocorrected my username. Let me fix it.", "Sounds good.", "Yes! I'm in!", "Wonderful. Did the prompt to create a new password come up?", "Yeah, I'm doing it right now.", "Awesome. Is there anything else I can assist you with today?", "I don't think so. But I better right down this password right now before I forget.", "Sounds like a wonderful idea. Just be sure to keep it in a secure place.", "I'll create a secret hiding place.", "Perfect. Have I answered all of your questions?", "Oh yes. You are wonderful. Thank you.", "I appreciate that. We here at Rivertown Insurance thank you for being such a loyal customer.", "Thanks.", "You stay cool now, you hear?", "Easier said than done but I'll try.", "That's the truth. Have a wonderful day miss Brown and thank you for calling Rivertown Insurance. Bye now.", "Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_058_000", "insurance_058_001", "insurance_058_002", "insurance_058_003", "insurance_058_004", "insurance_058_005", "insurance_058_006", "insurance_058_007", "insurance_058_008", "insurance_058_009", "insurance_058_010", "insurance_058_011", "insurance_058_012", "insurance_058_013", "insurance_058_014", "insurance_058_015", "insurance_058_016", "insurance_058_017", "insurance_058_018", "insurance_058_019", "insurance_058_020", "insurance_058_021", "insurance_058_022", "insurance_058_023", "insurance_058_024", "insurance_058_025", "insurance_058_026", "insurance_058_027", "insurance_058_028", "insurance_058_029", "insurance_058_030", "insurance_058_031", "insurance_058_032", "insurance_058_033", "insurance_058_034", "insurance_058_035", "insurance_058_036", "insurance_058_037", "insurance_058_038", "insurance_058_039", "insurance_058_040", "insurance_058_041", "insurance_058_042", "insurance_058_043", "insurance_058_044", "insurance_058_045", "insurance_058_046", "insurance_058_047", "insurance_058_048", "insurance_058_049", "insurance_058_050", "insurance_058_051", "insurance_058_052", "insurance_058_053", "insurance_058_054", "insurance_058_055", "insurance_058_056", "insurance_058_057", "insurance_058_058", "insurance_058_059", "insurance_058_060", "insurance_058_061", "insurance_058_062", "insurance_058_063", "insurance_058_064", "insurance_058_065" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes. I just recently got married and I've been with you guys for years so I'd thought I'd add my new husband as a dependent.", "Congratulations! I'd be happy to help you out.", "Thank you.", "May I have your first and last name please?", "It's Katie Bower.", "Thank you, Katie. Do you know your customer ID?", "No. I normally keep it in my purse but I don't have that with me today.", "No worries. I can look you up a different way.", "Perfect.", "What's your full social and date of birth?", "It's four five four three two five seven six two and my date of birth is May third nineteen ninety three.", "Perfect. What is the phone phone number associated with the account?", "It is two five one three two three four five six seven.", "Great. And for security purposes can you verify your favorite pet's name?", "It's Bubbles.", "Thank you.", "You're welcome.", "So when did you guys get married?", "Just a week ago we just got back from our honeymoon.", "How exciting!", "It was really great.", "Well congrats again. What policy were you wanting to add him as a dependent to?", "The health coverage.", "Do you have that policy number? It should be on your insurance card.", "Oh yes hang on and let me get it.", "Take your time.", "It's one two three four five six seven eight.", "Great. Now may I have your new husband's first and last name?", "It's Greg Aldridge.", "And his date of birth?", "January third nineteen ninety one.", "Thank you for that. Does he have any health issues that you are aware of?", "No. He's healthy as a horse as far as I know.", "Perfect. Give me just a moment to enter all of this in for you.", "Okay.", "Alright. It looks like your premium is only going to go up by thirty four dollars a month.", "Great. Can I go ahead and pay that now?", "You want to go ahead and pay the full bill for the month with the changes?", "Yes.", "The total will be four hundred thirty two dollars.", "That's fine.", "How would you like to pay today?", "Can I use my bank account?", "Yes you can. I'll need your routing and account number for that.", "The routing number is two six three two eight one six seven nine.", "Okay.", "The account number is one two three four five six seven eight nine.", "Great. And is this a checking account?", "Yes it is.", "Okay. So just to confirm we're going to make a one time payment in the amount of four hundred thirty two dollars.", "Yes.", "Alright. I've got that processed for you and I've got your husband added as a dependent.", "Great.", "We have your email as Katie Bower underscore thirty two at hotmail dot com. Is that correct?", "Yes.", "I will send a confirmation of payment and the changes in your policy to the email.", "Okay thank you so much.", "You're welcome. Was there anything else I could do for you?", "No, you've been great. Thank you.", "Not a problem at all. There will be a brief survey after the call that will ask you about your experience. Do you mind holding to complete that?", "No I don't mind at all.", "Great. It will start as soon as I disconnect.", "Okay.", "Have a great day and congratulations again. Goodbye.", "Thank you. Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_059_000", "insurance_059_001", "insurance_059_002", "insurance_059_003", "insurance_059_004", "insurance_059_005", "insurance_059_006", "insurance_059_007", "insurance_059_008", "insurance_059_009", "insurance_059_010", "insurance_059_011", "insurance_059_012", "insurance_059_013", "insurance_059_014", "insurance_059_015", "insurance_059_016", "insurance_059_017", "insurance_059_018", "insurance_059_019", "insurance_059_020", "insurance_059_021", "insurance_059_022", "insurance_059_023", "insurance_059_024", "insurance_059_025", "insurance_059_026", "insurance_059_027", "insurance_059_028", "insurance_059_029", "insurance_059_030", "insurance_059_031", "insurance_059_032", "insurance_059_033", "insurance_059_034", "insurance_059_035", "insurance_059_036", "insurance_059_037", "insurance_059_038", "insurance_059_039", "insurance_059_040", "insurance_059_041", "insurance_059_042", "insurance_059_043", "insurance_059_044", "insurance_059_045", "insurance_059_046", "insurance_059_047", "insurance_059_048", "insurance_059_049", "insurance_059_050", "insurance_059_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 Insurance. How may I assist you today?", "Yeah I'm at the DMV and I'm trying to register my car but they need proof of insurance so I guess I need you to send me a copy.", "Okay I can definitely help with that.", "Great.", "May I have your first and last name please?", "It's Roger Grant.", "Thank you, Roger. Do you know your customer ID?", "I don't. I'm sorry.", "That's okay I can look you up using other personal information.", "Okay.", "May I have your full social security number and your date of birth?", "Yes it's one two three four five six seven eight nine.", "Mm-hmm.", "And date of birth is June third nineteen eighty nine.", "Great. Thank you. Do you have the phone number associated with the account?", "Yes it's two five one three seven nine eight two four six.", "Perfect. And for security purposes what is your mother's maiden name?", "It's Johnson.", "Perfect. How would you like me to send the proof of insurance?", "What ways can you send it?", "We can fax it to a phone number, email, or mail the proof.", "Let's do fax and then can you email it to me as well?", "Okay. Let's start with the fax. Do you have the number we will be sending it to?", "Let me get it from the clerk. Hang on.", "Take your time.", "Okay it's three three four two two one three seven six three.", "Okay to confirm we are going to send a one time fax of proof of insurance to the phone number ending in three seven six three?", "Yes.", "Okay. I have that request in. It should take approximately twenty minutes.", "Okay.", "We have rogers world twenty twenty at hotmail dot com. Is that the email you want the proof sent to as well?", "No actually. That's changed.", "What is the new email?", "It's roger underscore grant underscore designs at gmail dot com.", "Okay I have that updated in our system.", "Great.", "And I have sent that proof of coverage to your email. Can you confirm that you've received it?", "Let me get logged in. One second.", "No worries.", "Yes. I've got it.", "And just to confirm, you didn't want a mail copy today correct?", "No just fax and email.", "Perfect. Was there anything else I could do for you today?", "No I think that's all for today.", "Great. There will be a brief survey at the end of the call to rate your experience today. Would you have some time to fill it out?", "No not at this time. I'm trying to get all of this stuff done and the DMV is not the best place.", "I understand sir.", "Thank you.", "You're welcome sir. Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_060_000", "insurance_060_001", "insurance_060_002", "insurance_060_003", "insurance_060_004", "insurance_060_005", "insurance_060_006", "insurance_060_007", "insurance_060_008", "insurance_060_009", "insurance_060_010", "insurance_060_011", "insurance_060_012", "insurance_060_013", "insurance_060_014", "insurance_060_015", "insurance_060_016", "insurance_060_017", "insurance_060_018", "insurance_060_019", "insurance_060_020", "insurance_060_021", "insurance_060_022", "insurance_060_023", "insurance_060_024", "insurance_060_025", "insurance_060_026", "insurance_060_027", "insurance_060_028", "insurance_060_029", "insurance_060_030", "insurance_060_031", "insurance_060_032", "insurance_060_033", "insurance_060_034", "insurance_060_035", "insurance_060_036", "insurance_060_037", "insurance_060_038", "insurance_060_039", "insurance_060_040", "insurance_060_041", "insurance_060_042", "insurance_060_043", "insurance_060_044", "insurance_060_045", "insurance_060_046", "insurance_060_047", "insurance_060_048", "insurance_060_049", "insurance_060_050", "insurance_060_051", "insurance_060_052", "insurance_060_053", "insurance_060_054", "insurance_060_055" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hello I just recently moved and I need to update some information with you guys.", "Not a problem. I'd be happy to help. I'm assuming you need to change your address?", "Yes and update my phone number too.", "I can definitely do that for you. May I have your first and last name?", "It's Joe Gonzalez.", "Thanks, Joe. Do you happen to know your customer ID?", "Let me see if I can find that.", "No worries. Take your time.", "Would it be on my bill somewhere?", "Yes it should be in the top left corner under customer information.", "Is it the eight digit number?", "That should be it, yes.", "It's one two three four five six seven eight.", "Perfect. Thank you for that. May I also have your date of birth for security purposes?", "It's January fifteenth nineteen ninety three.", "Great! so we need to change your address and update your phone number. Is that correct?", "Yes.", "What is the old address on the account?", "It's three two two Second Street, Los Angeles, California nine oh two one oh.", "Thank you. And what do we need to change it to?", "The new address is four two seven Grady Boulevard, Los Angeles, California nine zero two one two.", "That's g. r. a. d. y.?", "Yes.", "Perfect. I've got that updated for you. Do you need it to be effective immediately or later in the month?", "You can put it effective immediately. I'm already moved in.", "Okay. I have that updated.", "Great.", "What is the old phone number on the account?", "Oh it's eight five zero four two two three seven six nine.", "Okay and what are we changing it to?", "It needs to be eight five zero three two two eight four seven nine.", "Awesome. I've got that changed for you as well.", "Thank you.", "We have your email as joe g. at hotmail dot com. Is that still a good email?", "No actually. It's now Joe Gonzalez nintety four at gmail dot com.", "Okay! I've got that updated as well.", "Great. Sorry about that I changed a lot of information so I could start over with some stuff.", "Not a problem! I completely understand .", "Great.", "Was there anything else I could do for you today?", "Can you tell me when my bill is due?", "Sure thing. Give me just one second to pull that up.", "No worries.", "Your bill of three hundred twenty two dollars is due on July thirty first.", "Great thanks.", "No problem. Would you like to go ahead and make that payment?", "No not at this time.", "Okay. Was there anything else I could do for you?", "No that's all.", "Great! There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Sure.", "The survey will start as soon as I disconnect.", "Okay.", "Have a great day sir. Goodbye.", "You too. Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_061_000", "insurance_061_001", "insurance_061_002", "insurance_061_003", "insurance_061_004", "insurance_061_005", "insurance_061_006", "insurance_061_007", "insurance_061_008", "insurance_061_009", "insurance_061_010", "insurance_061_011", "insurance_061_012", "insurance_061_013", "insurance_061_014", "insurance_061_015", "insurance_061_016", "insurance_061_017", "insurance_061_018", "insurance_061_019", "insurance_061_020", "insurance_061_021", "insurance_061_022", "insurance_061_023", "insurance_061_024", "insurance_061_025", "insurance_061_026", "insurance_061_027", "insurance_061_028", "insurance_061_029", "insurance_061_030", "insurance_061_031", "insurance_061_032", "insurance_061_033", "insurance_061_034", "insurance_061_035", "insurance_061_036", "insurance_061_037", "insurance_061_038", "insurance_061_039", "insurance_061_040", "insurance_061_041", "insurance_061_042", "insurance_061_043", "insurance_061_044", "insurance_061_045", "insurance_061_046", "insurance_061_047", "insurance_061_048", "insurance_061_049", "insurance_061_050", "insurance_061_051", "insurance_061_052", "insurance_061_053", "insurance_061_054", "insurance_061_055", "insurance_061_056", "insurance_061_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 and thank you for calling Rivertown Insurance. How may I assist you today?", "Yeah I think I'm locked out of my online account I keep trying to log in and it says too many invalid attempts.", "I can definitely assist with that. I lock myself out of my account frequently .", "Well practice makes perfect right?", "Exactly.", "I kept trying but I guess I just can't remember the password.", "That's okay we can reset it together.", "Great.", "May I have your first and last name please?", "It's Kasey Jones.", "Thank you, Kasey. Do you happen to know your customer number?", "I don't I'm sorry. I usually get it from the online site but I'm locked out.", "That's okay. We can look you up a different way.", "Awesome.", "May I have your social and date of birth?", "My social is four two four three two four seven six two.", "Great. Thank you and your date of birth?", "It's October second nineteen ninety one.", "Perfect. What is the phone number associated with your account?", "It's gonna be two five one three six three four nine eight two or four nine eight three. I'm not sure which one you have.", "We have four nine eight two listed. Is that still valid?", "Yes it is.", "Great and for security purposes can you verify your mother's maiden name?", "Yes it's Jeffries.", "Perfect. We have your email as Kasey underscore Jones at gmail dot com. Is that still accurate?", "Yes it is.", "Great so Kasey I've gone ahead and unlocked your account and sent you an email that will allow you to change that password.", "Okay awesome.", "Can you confirm that you got the email?", "Yes hang on and let me check.", "Take your time.", "Alright I've opened the page.", "Great. Is it prompting you to create a new password now?", "Yes.", "Perfect remember the new password has to have at least one capital letter, a number, and a symbol.", "Okay.", "Any issues so far?", "No everything is going smoothly.", "Great.", "Okay it looks like I was able to fully change it.", "Perfect. Now let's navigate back to the home page so we can try to log in again.", "Okay.", "Let me know when you're there.", "Okay I'm back at the homepage.", "Great, now let's try to log in using that new password.", "Okay ", "Let me know if it gives you any issues.", "It looks like it's let me in!", "Great!", "Thank you so much.", "You are very welcome keep in mind that you can always unlock your account and change your password using the forgot your password link on the site.", "Okay cool.", "Was there anything else I could do for you today?", "No I think that was everything.", "Great. Enjoy the rest of your day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_062_000", "insurance_062_001", "insurance_062_002", "insurance_062_003", "insurance_062_004", "insurance_062_005", "insurance_062_006", "insurance_062_007", "insurance_062_008", "insurance_062_009", "insurance_062_010", "insurance_062_011", "insurance_062_012", "insurance_062_013", "insurance_062_014", "insurance_062_015", "insurance_062_016", "insurance_062_017", "insurance_062_018", "insurance_062_019", "insurance_062_020", "insurance_062_021", "insurance_062_022", "insurance_062_023", "insurance_062_024", "insurance_062_025", "insurance_062_026", "insurance_062_027", "insurance_062_028", "insurance_062_029", "insurance_062_030", "insurance_062_031", "insurance_062_032", "insurance_062_033", "insurance_062_034", "insurance_062_035", "insurance_062_036", "insurance_062_037", "insurance_062_038", "insurance_062_039", "insurance_062_040", "insurance_062_041", "insurance_062_042", "insurance_062_043", "insurance_062_044", "insurance_062_045", "insurance_062_046", "insurance_062_047", "insurance_062_048", "insurance_062_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 calling Rivertown Insurance. How may I assist you today?", "Yeah, my name is Jamie Gresham and I need to see if you got my last payment and ask a question about my coverage.", "I'd be happy to help you with that, Jamie. I do have to ask you a couple of security questions to pull up your account. Is that okay?", "That's fine.", "Perfect. Can you verify your date of birth for me?", "I couldn't hear you. What did you say?", "yes could you verify your date of birth for me?", "Oh. Sorry I'm at work and around a lot of loud machines so I couldn't hear you. I'm sure you're probably ready to get off just like I am.", "It's not so bad today for me so I'm okay so far.", "Good to hear. My date of birth is five twenty five seventy two.", "Thank you sir. And is Jamie spelled j. a. m. e. e.?", "No it's j. a. m. i. e.", "Sorry about that. What is your customer number?", "Oh I don't have that on me. Can you hang on so I can see if I have it in my wallet?", "Not a problem. Take your time.", "Okay it's not in my wallet. Can you use something else like my social?", "Yes sir. What's your social?", "Two two four two four three four five six.", "Perfect. Thank you. now can I have your phone number and your mother's maiden name?", "My what?", "I need the phone number on the account and the answer to your security question which is your mother's maiden name.", "Oh yeah. my phone number is two five one three six three four two two two.", "And your mother's maiden name?", "Roye. r. o. y. e.", "Perfect. I've got you pulled up here, Jamie. You wanted to know if we received your last payment?", "yeah and I need to ask a question.", "Okay no problem. It looks like we haven't received a payment this month. When did you pay it?", "Oh I mailed the check a couple of days ago.", "It can take up to seven business days to reflect on your account if you pay by mail so it probably just isn't showing yet.", "Oh okay. That makes sense. My question is how do I add someone as a what do you call it where they're on my policy.", "You mean add a dependent?", "Yeah that.", "All we would need is their name, date of birth, their relationship to you and if they have any health issues.", "Oh I don't have all of that right now. Can I just give you their name?", "No sir, we would need all of that information to add them as a dependent.", "Okay. Do I have to call back in?", "You don't have to necessarily. You can add a dependent online or on the phone.", "How do I do it online?", "you would just need to log in to your account and on the left side of the page there's an option to edit your policy and under that is an option to add a dependent.", "I got you. can I pay online that way too?", "Yes sir you can pay your bill, edit your account, and change your information on there.", "Okay.", "Was there anything else I could answer for you today?", "No I think that was all.", "Okay well thank you for calling in today, Jamie.", "Thanks for the help.", "No problem. Enjoy the rest of your day. There will be a survey after the call that rates how satisfied you are with the service today if you would like to fill it out. you just need to stay on the line after I disconnect.", "Okay I can do that.", "Perfect. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_063_000", "insurance_063_001", "insurance_063_002", "insurance_063_003", "insurance_063_004", "insurance_063_005", "insurance_063_006", "insurance_063_007", "insurance_063_008", "insurance_063_009", "insurance_063_010", "insurance_063_011", "insurance_063_012", "insurance_063_013", "insurance_063_014", "insurance_063_015", "insurance_063_016", "insurance_063_017", "insurance_063_018", "insurance_063_019", "insurance_063_020", "insurance_063_021", "insurance_063_022", "insurance_063_023", "insurance_063_024", "insurance_063_025", "insurance_063_026", "insurance_063_027", "insurance_063_028", "insurance_063_029", "insurance_063_030", "insurance_063_031", "insurance_063_032", "insurance_063_033", "insurance_063_034", "insurance_063_035", "insurance_063_036", "insurance_063_037", "insurance_063_038", "insurance_063_039", "insurance_063_040", "insurance_063_041", "insurance_063_042", "insurance_063_043", "insurance_063_044", "insurance_063_045", "insurance_063_046", "insurance_063_047", "insurance_063_048", "insurance_063_049", "insurance_063_050", "insurance_063_051", "insurance_063_052", "insurance_063_053" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yes I want to see if I can change my payment from monthly to annually. I keep forgetting to pay it every month.", "I'd be happy to help you with that and you'll actually be happy to know it's cheaper to pay annually than monthly.", "Oh well that's awesome.", "Yes. May I have your first and last name?", "It's Jacob Green.", "Thank you, Jacob do you know your customer ID by chance?", "I do actually.", "Great.", "It's one two three four five six seven eight.", "Perfect and can you verify your date of birth for security purposes please?", "It's June twentieth nineteen seventy nine.", "Great. I've got your information pulled up here. Which policy would you like to change the payment frequency on?", "Just the auto policy right now.", "Okay. Is your email still roll tide nineteen ninety at hotmail dot com.", "Yes it is.", "Okay great. To confirm we are changing your payment frequency from monthly to annually effective today.", "Yes.", "Alright I have that changed for you and a confirmation email sent to you to highlight the changes.", "Great.", "Now that we've changed the frequency to annually the balance is due for the rest of the year.", "Okay. How much is that?", "It's four hundred seventy one dollars.", "And I have to pay that now?", "Yes in order to finalize the change a payment must be processed.", "That's fine what payment methods do you guys accept?", "We can accept credit or bank accounts over the phone.", "Okay let me grab my card really quick.", "Take your time.", "Okay I've got it. What do you need off here? Just the card number?", "I'll need the card number, the expiration date, and the CVV code on the back of the card.", "Okay the card number is one two three four five six seven eight one two three four five six seven eight.", "Mm-hmm.", "The expiration date is twelve twenty four.", "Okay.", "And the CVV code is one two three.", "Great. So just to confirm we are making a one time payment in the amount of four hundred seventy one dollars.", "Yes.", "Alright I've gone ahead and got that processed for you and sent another confirmation email.", "Perfect.", "What else can I answer for you?", "When will the next payment be due?", "Your next payment will be due on January eighteenth when the policy is up for renewal.", "Okay. That's fine.", "Was there anything else I could do for you today?", "No I think that's all for today.", "Great there will be a brief survey after this call to rate your experience today. Do you mind holding to take that?", "No I don't mind.", "Great. It'll start as soon as I disconnect the call and shouldn't take more than a couple of minutes.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_064_000", "insurance_064_001", "insurance_064_002", "insurance_064_003", "insurance_064_004", "insurance_064_005", "insurance_064_006", "insurance_064_007", "insurance_064_008", "insurance_064_009", "insurance_064_010", "insurance_064_011", "insurance_064_012", "insurance_064_013", "insurance_064_014", "insurance_064_015", "insurance_064_016", "insurance_064_017", "insurance_064_018", "insurance_064_019", "insurance_064_020", "insurance_064_021", "insurance_064_022", "insurance_064_023", "insurance_064_024", "insurance_064_025", "insurance_064_026", "insurance_064_027", "insurance_064_028", "insurance_064_029", "insurance_064_030", "insurance_064_031", "insurance_064_032", "insurance_064_033", "insurance_064_034", "insurance_064_035", "insurance_064_036", "insurance_064_037", "insurance_064_038", "insurance_064_039", "insurance_064_040", "insurance_064_041", "insurance_064_042", "insurance_064_043", "insurance_064_044", "insurance_064_045", "insurance_064_046", "insurance_064_047", "insurance_064_048", "insurance_064_049", "insurance_064_050", "insurance_064_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 Insurance. How may I assist you today?", "Hi I got a notice in the mail that if I don't pay my bill you guys are going to cancel my policy so I guess I need to pay it.", "Okay. I'd be happy to help with that payment today.", "Great.", "May I have your first and last name?", "It's Robert Miller.", "Thank you, Robert. Do you know your customer ID?", "Is it on the cancellation notice?", "It should be. It should be an eight digit number starting with the number one.", "Okay let me go get it really quick.", "Okay. Take your time.", "Okay I have it.", "Great. What is that customer ID?", "It's one two three four five six seven eight.", "Thank you. For security purposes can you verify your date of birth?", "It's July third nineteen ninety nine.", "Happy belated birthday!", "Thank you! It was a really good one this year.", "That's great to hear.", "Yeah I had a lot of fun.", "Great. So I'm showing a past due balance like you said of three hundred and seventy two dollars.", "That's a lot.", "It would cover the past due premium and the premium for July as well. You wouldn't have to pay again until August.", "Oh okay. Well that's not too terrible.", "No it's not too bad for how long you're paying.", "Okay let's do it.", "How would you like to pay today?", "What are my options?", "You can pay via bank account or by credit or debit card.", "Let me see if I have my card and if I don't I'll have to use my bank account information.", "Okay. Take your time.", "Okay I found it what do you need off of it?", "I'll need the card number, the expiration date, and the CVV code.", "Okay the card number is one two three four one two three four one two three four one two three four.", "Perfect. And the expiration date?", "It's twelve of twenty four.", "Okay and the security code?", "It's one two three.", "Okay so to confirm we are making a one time payment of three hundred seventy two dollars effective today.", "Yes.", "Is your email still Rob underscore millertime at gmail dot com?", "Yes it is.", "Okay I've sent a confirmation email to that address showing the payment.", "Great when is my next payment due?", "It will be due on August twenty ninth.", "Awesome.", "Was there anything else I could do for you today?", "No I think that's all.", "Great. I hope you enjoy the rest of your day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_065_000", "insurance_065_001", "insurance_065_002", "insurance_065_003", "insurance_065_004", "insurance_065_005", "insurance_065_006", "insurance_065_007", "insurance_065_008", "insurance_065_009", "insurance_065_010", "insurance_065_011", "insurance_065_012", "insurance_065_013", "insurance_065_014", "insurance_065_015", "insurance_065_016", "insurance_065_017", "insurance_065_018", "insurance_065_019", "insurance_065_020", "insurance_065_021", "insurance_065_022", "insurance_065_023", "insurance_065_024", "insurance_065_025", "insurance_065_026", "insurance_065_027", "insurance_065_028", "insurance_065_029", "insurance_065_030", "insurance_065_031", "insurance_065_032", "insurance_065_033", "insurance_065_034", "insurance_065_035", "insurance_065_036", "insurance_065_037", "insurance_065_038", "insurance_065_039", "insurance_065_040", "insurance_065_041", "insurance_065_042", "insurance_065_043", "insurance_065_044", "insurance_065_045", "insurance_065_046", "insurance_065_047", "insurance_065_048", "insurance_065_049", "insurance_065_050", "insurance_065_051", "insurance_065_052", "insurance_065_053" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yes I recently got married and need to add my husband to my health insurance policy.", "Congratulations on the marriage! I'll be more than happy to help with that.", "Thank you.", "May I have your first and last name please?", "It's Heather Nelson.", "Thank you, Heather. Do you know your customer ID?", "I don't. I'm sorry.", "That's okay. We can look you up a different way.", "Great.", "May I have your full social and your date of birth?", "My social is three six six four seven three seven six two.", "Mm-hmm.", "My date of birth is four twenty nineteen eighty two.", "Great. Thanks for that.", "You're welcome.", "What is the phone number associated with the account?", "It's two five one three six three eight five four one.", "And for security purposes can you verify your mother's maiden name?", "Yes. It's Hutcheson.", "Great. So because you just got married you are eligible to add your husband at this time.", "Great.", "I'm sure you're excited to be a newlywed.", "Oh yes. We had a great wedding and honeymoon and now it's back to real life.", "Well hopefully it'll be an easy transition .", "Yes. I hope so .", "Do you have your insurance card handy?", "I do.", "Can you tell me what the policy number is on that card?", "Yes. It's one two three four five six seven eight nine nine.", "Great. Thank you for that. May I have your husbands first and last name?", "It's Garrett Nelson.", "Thanks and Garrett is spelled g. a. r. r. e. t.?", "No it's actually g. a. r. r. e. t. t.", "Okay thank you and what is his date of birth?", "It's October first nineteen ninety one.", "Does he currently have any health issues?", "No he's pretty healthy. No issues so far.", "Great. Give me just a moment to enter this information in.", "Okay.", "Alright so I've got your updated information. Your premium will increase by thirty two dollars per month and that will be reflected in your next bill.", "Okay when does his coverage start?", "It's effective starting tomorrow. New cards will be mailed to the address we have on file.", "Great.", "Was there anything else we could do for you today?", "No I think that's it.", "Great. There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Sure.", "Okay the survey will begin as soon as I disconnect.", "Okay.", "Have a great day and congratulations again!", "You too!", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_066_000", "insurance_066_001", "insurance_066_002", "insurance_066_003", "insurance_066_004", "insurance_066_005", "insurance_066_006", "insurance_066_007", "insurance_066_008", "insurance_066_009", "insurance_066_010", "insurance_066_011", "insurance_066_012", "insurance_066_013", "insurance_066_014", "insurance_066_015", "insurance_066_016", "insurance_066_017", "insurance_066_018", "insurance_066_019", "insurance_066_020", "insurance_066_021", "insurance_066_022", "insurance_066_023", "insurance_066_024", "insurance_066_025", "insurance_066_026", "insurance_066_027", "insurance_066_028", "insurance_066_029", "insurance_066_030", "insurance_066_031", "insurance_066_032", "insurance_066_033", "insurance_066_034", "insurance_066_035", "insurance_066_036", "insurance_066_037", "insurance_066_038", "insurance_066_039", "insurance_066_040", "insurance_066_041", "insurance_066_042", "insurance_066_043", "insurance_066_044", "insurance_066_045", "insurance_066_046", "insurance_066_047", "insurance_066_048", "insurance_066_049", "insurance_066_050", "insurance_066_051", "insurance_066_052", "insurance_066_053", "insurance_066_054", "insurance_066_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yes my name is Carol Jenkins, my date of birth is June third nineteen twenty two.", "Thank you Carol. Do you have your customer ID?", "It's three two four seven six two two eight.", "Great. What can I do for you today?", "Oh! I need to pay my bill and ask a question about auto-pay.", "I can definitely assist you with that today.", "Great.", "What policy were you wanting to pay on today?", "The auto policy.", "Your Preferred Auto plan?", "Yeah that one.", "Okay and how would you like to pay today?", "Well first, how much is it?", "I'm showing a balance due of three hundred twenty four dollars for July.", "Okay. How can I pay?", "You can either use a credit card or your bank account information.", "Okay. Well I don't know where my card is so I guess I'll use my bank account.", "That will work. Do you know your routing and account number?", "The routing number is two six three two eight one six nine five or is it two six three two eight one six nine seven?", "I'm not sure ma'am.", "Hang on and let me look it up.", "Take your time.", "Here it is. It's two six three two eight one six nine five.", "Great and the account number?", "That's one two zero zero zero four seven six two two.", "And is this a checking account or savings account?", "It's a checking account.", "And we have carol underscore crafts a lot at gmail dot com. Is that still a good email address?", "Yes it is.", "Great. So to confirm we're going to make a one time payment in the amount of three hundred twenty four dollars from the account ending in seven six two two.", "Yes.", "Perfect. I've got that processed and a confirmation sent to your email address.", "Thank you.", "You're welcome. What was your question about auto-pay?", "Oh yeah how can I enroll?", "I can do it for you over the phone or you can do it online through your account portal.", "Oh where is that online?", "Are you logged in now?", "Yes.", "Under the Pay Your Bill section you should see enroll in auto-pay.", "Oh well jeez. There it is. I could've done that. .", "That's okay I'm glad I could help.", "I'm a little off today.", "That's okay. We all have those days.", "That's for sure.", "Was there anything else we could do for you today?", "No I think that's it!", "Great. There will be a brief survey at the end of the call that will rate your experience today. Would you like to participate?", "Sure.", "Okay. The survey will start as soon as I disconnect.", "Okay.", "Have a great day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_067_000", "insurance_067_001", "insurance_067_002", "insurance_067_003", "insurance_067_004", "insurance_067_005", "insurance_067_006", "insurance_067_007", "insurance_067_008", "insurance_067_009", "insurance_067_010", "insurance_067_011", "insurance_067_012", "insurance_067_013", "insurance_067_014", "insurance_067_015", "insurance_067_016", "insurance_067_017", "insurance_067_018", "insurance_067_019", "insurance_067_020", "insurance_067_021", "insurance_067_022", "insurance_067_023", "insurance_067_024", "insurance_067_025", "insurance_067_026", "insurance_067_027", "insurance_067_028", "insurance_067_029", "insurance_067_030", "insurance_067_031", "insurance_067_032", "insurance_067_033", "insurance_067_034", "insurance_067_035", "insurance_067_036", "insurance_067_037", "insurance_067_038", "insurance_067_039", "insurance_067_040", "insurance_067_041", "insurance_067_042", "insurance_067_043", "insurance_067_044", "insurance_067_045", "insurance_067_046", "insurance_067_047", "insurance_067_048", "insurance_067_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 calling Rivertown Insurance. How may I help you today?", "Yeah I'm trying to register my car and they need my insurance number and I don't have it.", "That's not a problem. I can look it up for you!", "Great, thanks. Trying to register this car has been a nightmare. Hopefully this will be easier.", "I understand. When I registered mine it took almost a week. It was crazy.", "Yeah it's definitely been a process.", "So to get us started may I have your first and last name please?", "It's under Shelly Rider.", "Thanks, Shelly. May I have your social and date of birth?", "Yes it's five nine one two nine three four five six and my date of birth is June seven nineteen ninety one.", "Great and we have your phone number as two five one three six three four eight seven two. Is that still correct?", "It was, but now it's two five one three four eight one two three four.", "Okay great and for security purposes can you tell me your mother's maiden name?", "Yes it's Smith.", "Thank you! I've got you all pulled up here. What plan were you needing the policy number for?", "it's my car insurance, I don't know what it's called.", "It looks like you're enrolled in the Basic Auto plan.", "Yes that's the one I need.", "it looks like your policy number is one two three four five six seven eight.", "Okay so that's one two three four five six seven eight.", "That's correct.", "How do I get proof of that?", "You can download it online or I can fax it to you.", "How do I get it off the site?", "You'll need to log in to your profile. On the upper-left corner you will see print ID cards.", "I don't know my password.", "That's okay. I can reset that for you if you'd like?", "Can you? That'd be awesome.", "Not a problem. We have your email as shelly rider eight eight at aol dot com. Is that still correct?", "Yes that's my email.", "Okay, Shelly. What I've done is sent a password reset email to that address. Can you tell me if you received it?", "Let me check. Hang on.", "Okay. Take your time.", "Yes it looks like I got it.", "Great. Now go ahead and click the link. It should ask you a security question. Do you see that?", "Yes it looks like it is.", "Okay. Now you will just answer the question and select a new password.", "Okay.", "Were you able to get in?", "Yeah! It looks like I was.", "Great.", "Now I'm terrible at remembering these things. Do I need to call if I need to reset it again?", "You can actually reset it online using the forgot password option.", "Okay.", "Do you see the option to print your ID cards, Shelly?", "Yes I have them all printed and ready to go!", "Great! Was there anything else I could do for you today?", "No that's it.", "Well great. I hope you have a good day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_068_000", "insurance_068_001", "insurance_068_002", "insurance_068_003", "insurance_068_004", "insurance_068_005", "insurance_068_006", "insurance_068_007", "insurance_068_008", "insurance_068_009", "insurance_068_010", "insurance_068_011", "insurance_068_012", "insurance_068_013", "insurance_068_014", "insurance_068_015", "insurance_068_016", "insurance_068_017", "insurance_068_018", "insurance_068_019", "insurance_068_020", "insurance_068_021", "insurance_068_022", "insurance_068_023", "insurance_068_024", "insurance_068_025", "insurance_068_026", "insurance_068_027", "insurance_068_028", "insurance_068_029", "insurance_068_030", "insurance_068_031", "insurance_068_032", "insurance_068_033", "insurance_068_034", "insurance_068_035", "insurance_068_036", "insurance_068_037", "insurance_068_038", "insurance_068_039", "insurance_068_040", "insurance_068_041", "insurance_068_042", "insurance_068_043", "insurance_068_044", "insurance_068_045", "insurance_068_046", "insurance_068_047", "insurance_068_048", "insurance_068_049", "insurance_068_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": [ "Good evening. Thank you for holding and I apologize for the wait. How may I assist you?", "I'm actually looking to change my insurance plan for my family and I.", "I can definitely assist you with this. May I start with your name please?", "George Turner.", "Thank you, mister Turner. For security purposes, can you provide your eight digit customer number and birthdate?", "Sure. August first nineteen eighty. My account number is, hang on a minute. #Uh, hang on, it's here somewhere. It's eight four two nine nineteen eighty five.", "Wonderful, please hold while I access your account.", "Okay.", "Yes, I have you pulled up here. Just so I am clear, you want to switch your current auto plan.", "Correct. I need a lower deductible.", "I can take a look and let you know your options. I see that this plan covers you, your wife Lucy and your son David, correct?", "Yes.", "I see. Do you mind if I put you on a brief hold while I research the plans that may work for you?", "#Uh sure.", "Thank you so much for holding and I apologize for the wait.", "Yeah, you see this is the third time I've called in and the hold times are ridiculous so I always end up hanging up.", "I'm so sorry to hear that and I understand your frustration. May I quickly go over the two plans I found that will fit your needs?", "Yeah, but quickly because I have to get back to work. I don't have endless time to spend on hold.", "I understand, sir. I will make this quick. The Preferred and the Complete auto plans that we have available both carry a lower deductible than your current basic plan.", "Nah, I already looked at the Complete auto plan. Way too high of a premium.", "I see. In this case, you are trading a higher premium for a lower deductible. The Preferred plan would be ideal because of the low deductible and the premium is just a little over $four zero a month on what you are currently paying.", "Huh. I'm wondering if a lower deductible is the way to go now. My son has had two accidents this year in the high school parking lot, but they were minor so I just paid out of pocket because my deductible is so high.", "I understand. The Preferred plan is a lower deductible so depending on the cost of those fender benders, you may have met that deductible and been covered.", "how much more is it a year than what I have?", "Annually the increase would be five hundred dollars total.", "Okay, so I guess I need to think about this a little more.", "Of course, sir. Honestly, I think the Preferred plan is a great option at this point. Lower deductible, and only forty or so extra dollars a month.", "But the premium is higher and I don't know if it would be worth it.", "I understand.", "If only I had that crystal ball I saw on Amazon.", "Wouldn't that be helpful? I think we all could use one of those.", "Isn't that the truth? Well, thank you for the information. I think I will take a little time to discuss with my wife.", "Absolutely. You know we are here to answer any additional questions you may have. While I have you on the line, has your son by chance taken a defensive driving course?", "#Uh well, I mean we put him in the driving school to get his Iicense. Is that what you mean?", "There is an additional course that is offered for teens that includes defensive driving techniques and instruction on driving in the elements, what to do if the car hits a patch of ice, etc.", "That's cool.", "It really has a lot of value and we here at Rivertown Insurance recognizes this. Not only will you have more piece of mind as a parent, Rivertown offers a one time credit of $three five zero upon completion of the course.", "Woah! That sounds great.", "I know the cost of the course runs a few hundred dollars, so basically Rivertown covers the cost and then some with the discount.", "Yeah, and maybe the knucklehead will stop banging into cars in the parking lot. Maybe I should send my wife with him. ", "That would be a definite plus. I know I was very happy when my daughter was finally able to get her own insurance plan. I sure hope your wife isn't around to hear that comment by the way.", "No, I'm at work and also don't have a death wish. And yeah, can't wait until he can pay for his own insurance for sure.", "It's wonderful, I can promise you that.", "All right, let me look into that course and talk to my wife. I don't want to make the decision without talking to the boss.", "There you go. mister Turner, do you have any additional questions that I may answer for you?", "Nope, I think I got it. I need to go but thanks for your help.", "It has been my pleasure, mister Turner. I hope you have a great rest of your day.", "You as well.", "I appreciate that. Thank you so much for calling Rivertown Insurance.", "Yup. Bye bye.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_069_000", "insurance_069_001", "insurance_069_002", "insurance_069_003", "insurance_069_004", "insurance_069_005", "insurance_069_006", "insurance_069_007", "insurance_069_008", "insurance_069_009", "insurance_069_010", "insurance_069_011", "insurance_069_012", "insurance_069_013", "insurance_069_014", "insurance_069_015", "insurance_069_016", "insurance_069_017", "insurance_069_018", "insurance_069_019", "insurance_069_020", "insurance_069_021", "insurance_069_022", "insurance_069_023", "insurance_069_024", "insurance_069_025", "insurance_069_026", "insurance_069_027", "insurance_069_028", "insurance_069_029", "insurance_069_030", "insurance_069_031", "insurance_069_032", "insurance_069_033", "insurance_069_034", "insurance_069_035", "insurance_069_036", "insurance_069_037", "insurance_069_038", "insurance_069_039", "insurance_069_040", "insurance_069_041", "insurance_069_042", "insurance_069_043", "insurance_069_044", "insurance_069_045", "insurance_069_046", "insurance_069_047", "insurance_069_048", "insurance_069_049", "insurance_069_050", "insurance_069_051", "insurance_069_052", "insurance_069_053", "insurance_069_054", "insurance_069_055", "insurance_069_056", "insurance_069_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yeah. I'm shopping around for life insurance rates and I wanted to see how you guys compare. I heard a lot of good things about your company from friends.", "Perfect! I'd be more than happy to provide you with a life insurance quote.", "Great.", "Let's start with your first and last name.", "It's Maria Sanchez.", "Nice to meet you, Maria. What's got you in the market for life insurance?", "Well I'm not getting any younger and I don't want to leave my family with a burden.", "I can definitely understand that. Smart choice.", "I think so.", "What state do you live in?", "I'm in Colorado.", "Perfect. And you are female correct?", "Yes.", "Do you currently use any type of tobacco products?", "No, never had any desire to.", "Great. That will save you some money.", "Hopefully so! .", "What is your height and weight?", "I am five foot seven inches tall and I weigh one hundred and forty pounds.", "And do you have any pre-existing conditions?", "Nope I'm healthy as a horse so far.", "Great to hear! So you would describe your health category as in good health?", "Absolutely.", "What kind of coverage amount were you looking for?", "I was thinking around the five hundred thousand mark.", "We can definitely manage that.", "Great.", "Now we do offer different types of policies. Are you familiar with life insurance?", "Not really.", "Okay we have term life, whole life, and universal life that we offer here.", "What's the difference?", "Term life is a set amount for a set period of time such as like ten years, twenty years, et cetera.", "Okay.", "Whole life and universal life are essentially for the remainder of your life and they build cash value.", "Mm-hmm.", "The difference between those is that in whole life we decide how the cash value is invested and universal life you have more control.", "I like the idea of the ones that build cash value.", "Great. Those are both good choices. Would you prefer whole life or universal life?", "probably whole life because I'm more familiar with it.", "Great.", "What is the price difference?", "The whole life policy we offer will be eighteen hundred per year.", "And the universal life?", "It's quoted at twelve hundred per year.", "okay. Yeah I still think I would prefer a whole life policy.", "Great. May I have a phone number or email address to send the quote to?", "Yes my phone number is eight five zero seven one two eight five three three.", "Great. Would you like it emailed also?", "Yes. Email is Maria dot Sanchez at gmail dot com.", "Perfect! What do you say we go ahead and get you enrolled?", "I do have a few other places I want to get quotes from first. Can I call back in if I decide to move forward?", "Absolutely. You can call back in or select the personalized link in the email I sent to finalize the quote.", "Great.", "Was there anything else I could do for you today?", "No. I think that was it.", "Great. I hope you enjoy the rest of your day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_070_000", "insurance_070_001", "insurance_070_002", "insurance_070_003", "insurance_070_004", "insurance_070_005", "insurance_070_006", "insurance_070_007", "insurance_070_008", "insurance_070_009", "insurance_070_010", "insurance_070_011", "insurance_070_012", "insurance_070_013", "insurance_070_014", "insurance_070_015", "insurance_070_016", "insurance_070_017", "insurance_070_018", "insurance_070_019", "insurance_070_020", "insurance_070_021", "insurance_070_022", "insurance_070_023", "insurance_070_024", "insurance_070_025", "insurance_070_026", "insurance_070_027", "insurance_070_028", "insurance_070_029", "insurance_070_030", "insurance_070_031", "insurance_070_032", "insurance_070_033", "insurance_070_034", "insurance_070_035", "insurance_070_036", "insurance_070_037", "insurance_070_038", "insurance_070_039", "insurance_070_040", "insurance_070_041", "insurance_070_042", "insurance_070_043", "insurance_070_044", "insurance_070_045", "insurance_070_046", "insurance_070_047", "insurance_070_048", "insurance_070_049", "insurance_070_050", "insurance_070_051", "insurance_070_052", "insurance_070_053", "insurance_070_054", "insurance_070_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yes we just adopted a new baby and I need to add her to my health plan.", "Congratulations! I'm sure you're ecstatic.", "Oh thank you. Yes we are very very happy.", "That's great. I'd be more than happy to help you add her.", "Perfect.", "May I have your first and last name?", "It's Sally Rider.", "Thank you, Sally. Do you know your customer ID?", "I sure do. One second and let me grab it.", "Take your time.", "Alright I have it. Are you ready?", "Go for it.", "It's one three seven two six two four two.", "Perfect and for security purposes can you verify your date of birth?", "My date of birth?", "Yes.", "It's November seventh nineteen eighty four.", "Great. Thank you for that. What is your new baby's first name?", "It's Elizabeth.", "And that's e. l. i. z. a. b. e. t. h.?", "That's right.", "Great. And have they made her last name the same as yours?", "Yes.", "So that's r. i. d. e. r.?", "That's correct.", "Great. What is Elizabeth's date of birth?", "It is July third two thousand twenty.", "Well happy late birthday to Elizabeth!", "I will be sure to tell her .", "Does she have any kind of health issues?", "No she is healthy as a horse.", "That's great to hear.", "I agree.", "Alright so I have her added here. It looks like your premium is going to go up by thirty three dollars per month.", "That's not bad.", "Not at all. Because you've already paid your bill this month there is a prorated charge of twelve dollars for the remainder of the month.", "Okay.", "How would you like to pay today?", "Credit card.", "Great I'll just need that card number, expiration date, and CVV code.", "It's one two three four five seven eight eight two four six two and three seven two two.", "Mm-hmm.", "The expiration date is twelve twenty four and ", "The security code on the back?", "That's three two two.", "Perfect. So just to confirm we've added miss Elizabeth to your health coverage effective today and we're making a one time charge of twelve dollars to the card ending in three seven two two.", "That's correct.", "Awesome. Well I have all of that processed for you. You should receive new cards in the mail in about four to seven business days.", "Great.", "What else can I do for you today?", "I think that's all.", "Well congratulations again. Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_071_000", "insurance_071_001", "insurance_071_002", "insurance_071_003", "insurance_071_004", "insurance_071_005", "insurance_071_006", "insurance_071_007", "insurance_071_008", "insurance_071_009", "insurance_071_010", "insurance_071_011", "insurance_071_012", "insurance_071_013", "insurance_071_014", "insurance_071_015", "insurance_071_016", "insurance_071_017", "insurance_071_018", "insurance_071_019", "insurance_071_020", "insurance_071_021", "insurance_071_022", "insurance_071_023", "insurance_071_024", "insurance_071_025", "insurance_071_026", "insurance_071_027", "insurance_071_028", "insurance_071_029", "insurance_071_030", "insurance_071_031", "insurance_071_032", "insurance_071_033", "insurance_071_034", "insurance_071_035", "insurance_071_036", "insurance_071_037", "insurance_071_038", "insurance_071_039", "insurance_071_040", "insurance_071_041", "insurance_071_042", "insurance_071_043", "insurance_071_044", "insurance_071_045", "insurance_071_046", "insurance_071_047", "insurance_071_048", "insurance_071_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 calling Rivertown Insurance. How may I help you today?", "Yeah I need to check my account balance.", "Okay I'd be happy to assist you today. May I have your first and last name?", "Yeah it's Kasey Brown. My date of birth is June second nineteen ninety four and my mother's maiden name is Green.", "Thank you, Kasey. Do you have your customer number by chance?", "Oh hang on and let me see if I have that with me.", "No worries. Take your time.", "I don't have it.", "Not a problem. I can look you up a different way.", "Okay good.", "What's the phone number associated with the account?", "It's eight five zero three five nine four five six seven.", "Okay, great. Can you also tell me your social?", "it's five nine one three zero one two three four.", "Perfect. I've got you pulled up here. What plan balance were you looking for?", "what do you mean?", "I see you have life, pet and auto insurance with us. Which balance were you looking for?", "Oh! I need to know how much is left on my car insurance.", "I understand. It looks like your remaining balance is eight hundred seventy two for the plan and you have a bill of one hundred thirty five due tomorrow.", "Okay. Can you tell me the life insurance now?", "Yes. The life insurance balance is three hundred twenty three dollars and a payment of eighty seven is due on the twenty eighth of this month.", "Okay.", "Would you like to go ahead and make a payment?", "Yeah could I? That'd be great.", "Sure! Which policy would you like to pay today?", "Just the car insurance for right now.", "Not a problem. So you just want to pay the payment of one hundred thirty five that's due tomorrow?", "Yes.", "Would you like to pay by check or credit card?", "let me see if I have my credit card with me.", "Okay take your time.", "I do have that. What do you need off of it?", "I'll need the credit card number, security code, and expiration date.", "okay. The number is one two three four five six seven eight nine one two three four five six seven.", "Thank you, and the security code on the back?", "It's one two three and the expiration is twelve twenty four.", "Perfect. Just to confirm we are making a one time payment of one hundred thirty five dollars today on the card ending in four five six seven?", "Yes that's correct.", "Okay! I've gone ahead and processed that payment for you.", "When will that show up on my account.", "It should post today and you should see the credit within twenty four business hours.", "And when will it come out of my bank?", "It's usually same day but that's up to your bank mostly.", "Oh okay.", "Was there anything else I could do for you today?", "No I think that's all.", "Perfect, once I disconnect there will be a brief survey about your experience today. Do you mind filling that out?", "Sure. I can do that.", "Perfect. Enjoy your day. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_072_000", "insurance_072_001", "insurance_072_002", "insurance_072_003", "insurance_072_004", "insurance_072_005", "insurance_072_006", "insurance_072_007", "insurance_072_008", "insurance_072_009", "insurance_072_010", "insurance_072_011", "insurance_072_012", "insurance_072_013", "insurance_072_014", "insurance_072_015", "insurance_072_016", "insurance_072_017", "insurance_072_018", "insurance_072_019", "insurance_072_020", "insurance_072_021", "insurance_072_022", "insurance_072_023", "insurance_072_024", "insurance_072_025", "insurance_072_026", "insurance_072_027", "insurance_072_028", "insurance_072_029", "insurance_072_030", "insurance_072_031", "insurance_072_032", "insurance_072_033", "insurance_072_034", "insurance_072_035", "insurance_072_036", "insurance_072_037", "insurance_072_038", "insurance_072_039", "insurance_072_040", "insurance_072_041", "insurance_072_042", "insurance_072_043", "insurance_072_044", "insurance_072_045", "insurance_072_046", "insurance_072_047", "insurance_072_048", "insurance_072_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 calling Rivertown Insurance. How may I help you today?", "Yes, I need to file a claim. We lost my wife this week.", "I'm so sorry for your loss. I'll definitely be able to assist you with that claim.", "Thank you.", "May I have your first and last name please?", "Yes it's Jason Gresham, date of birth is nine twenty two fourty nine.", "Thank you, Jason. Do you have your customer ID handy?", "Let me see if I have it in my wallet.", "No problem. Take your time.", "I have papers everywhere. You never realize how much paperwork is involved when someone passes away.", "I can't imagine. I'm sure it's complicated on top of dealing with losing someone. Hopefully we can make this easy for you.", "Hopefully so. My customer ID is one two three four five six seven eight.", "Thank you for that. May I have your wife's first and last name?", "Yes it was Gloria Gresham.", "And her date of birth?", "It was January third nineteen fifty.", "Thank you, Jason. What state did you reside in when she passed?", "We have lived in Florida all of our lives.", "Now I do see two policies here. One for you and one for her. Do you have her policy number?", "Hang on and let me see if that's around here in these papers.", "No problem.", "Okay it's one two three five six seven eight nine.", "Thank you for that.", "You're welcome.", "And we have eight five zero four five nine one two three four as your phone number. Is that correct?", "Yes.", "Okay. We're almost done here, mister Gresham.", "Okay.", "Can you tell me what day missus Gresham passed away?", "Yes. It was July twenty third of twenty twenty one.", "And what was her cause of death?", "Heart attack.", "Thank you for that.", "You're welcome.", "I have a claim number ready for you whenever you're ready, sir.", "I'm ready.", "It's one two three four five six seven.", "Okay so what happens now?", "I have filed the claim and put it in the queue for your claims representative. He or she will call you to collect some documents so the claim can be finalized.", "What kind of documents will they need?", "Generally they will ask for a copy of her death certificate and a routing and account number for payout or an address to mail a check to.", "Oh. Okay.", "Was there anything else I can do for you today?", "No that's all.", "Okay. Again, I am so sorry for your loss. There will be a brief survey after I disconnect that examines your experience today if you'd like to participate.", "Yes, I can do that.", "Okay. Thank you, Jason. The survey will start after I disconnect. Please let us know if there's anything else we can do for you.", "Okay, thank you.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_073_000", "insurance_073_001", "insurance_073_002", "insurance_073_003", "insurance_073_004", "insurance_073_005", "insurance_073_006", "insurance_073_007", "insurance_073_008", "insurance_073_009", "insurance_073_010", "insurance_073_011", "insurance_073_012", "insurance_073_013", "insurance_073_014", "insurance_073_015", "insurance_073_016", "insurance_073_017", "insurance_073_018", "insurance_073_019", "insurance_073_020", "insurance_073_021", "insurance_073_022", "insurance_073_023", "insurance_073_024", "insurance_073_025", "insurance_073_026", "insurance_073_027", "insurance_073_028", "insurance_073_029", "insurance_073_030", "insurance_073_031", "insurance_073_032", "insurance_073_033", "insurance_073_034", "insurance_073_035", "insurance_073_036", "insurance_073_037", "insurance_073_038", "insurance_073_039", "insurance_073_040", "insurance_073_041", "insurance_073_042", "insurance_073_043", "insurance_073_044", "insurance_073_045", "insurance_073_046", "insurance_073_047", "insurance_073_048", "insurance_073_049", "insurance_073_050", "insurance_073_051", "insurance_073_052", "insurance_073_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes my name is Carol Brown and I've been a customer with you guys for about six years but I'm afraid someone has my information so I need to change my security question.", "Hi Carol. I can definitely understand wanting to keep your account secure. I can definitely help.", "Great.", "Do you know your customer ID?", "Let me see if I can find it.", "No problem. Take your time.", "Is it on my bill somewhere?", "Yes it should be in the upper left hand corner.", "Oh I see it. It's one two three four five six seven eight.", "Great. Thank you. For security purposes can you tell me your date of birth?", "Yes it's January ninth nineteen seventy four.", "Thank you for that. To begin with can you verify your current security question?", "It should be my mother's maiden name.", "That's correct. And what is the answer?", "Green.", "Perfect. What would you like the new security question to be?", "How about my favorite pet's name?", "That would work.", "Okay.", "What would you like the answer to be?", "Let's put Fluffy as the answer.", "Okay so to confirm we have changed your security question to favorite pet's name with a new answer of Fluffy.", "Yes that's right.", "Okay great. Was there anything else I could answer for you today?", "Yes is there another way to change these other than calling in?", "Yes there is. You can always change them in your profile settings online.", "Where is that at?", "Are you currently logged in to your online account?", "No but hang on and I can get logged in.", "Okay.", "Okay I'm there.", "Great. In the upper right hand corner you should see a dropdown menu.", "Yes.", "Once you hover over that profile settings should be in about the middle of the menu.", "Oh. I see it! That makes sense.", "Yes ma'am. What else can I answer for you today?", "Well while I have you can you tell me when my bill is due?", "Of course! What policy would you like the bill information on?", "I think my auto policy is next.", "Yes ma'am. It looks like your auto policy bill is due on July thirtieth in the amount of two hundred thirty dollars.", "Okay great.", "Would you like to go ahead and make the payment?", "No, not at this moment.", "Okay. Was there anything else I could do for you?", "No. I think that's all for today.", "There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?", "Sure!", "Perfect. It will begin as soon as I disconnect the call.", "Okay. So just hold on the line?", "Yes ma'am.", "I understand.", "Have a good day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_074_000", "insurance_074_001", "insurance_074_002", "insurance_074_003", "insurance_074_004", "insurance_074_005", "insurance_074_006", "insurance_074_007", "insurance_074_008", "insurance_074_009", "insurance_074_010", "insurance_074_011", "insurance_074_012", "insurance_074_013", "insurance_074_014", "insurance_074_015", "insurance_074_016", "insurance_074_017", "insurance_074_018", "insurance_074_019", "insurance_074_020", "insurance_074_021", "insurance_074_022", "insurance_074_023", "insurance_074_024", "insurance_074_025", "insurance_074_026", "insurance_074_027", "insurance_074_028", "insurance_074_029", "insurance_074_030", "insurance_074_031", "insurance_074_032", "insurance_074_033", "insurance_074_034", "insurance_074_035", "insurance_074_036", "insurance_074_037", "insurance_074_038", "insurance_074_039", "insurance_074_040", "insurance_074_041", "insurance_074_042", "insurance_074_043", "insurance_074_044", "insurance_074_045", "insurance_074_046", "insurance_074_047", "insurance_074_048", "insurance_074_049", "insurance_074_050", "insurance_074_051", "insurance_074_052", "insurance_074_053", "insurance_074_054", "insurance_074_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Hey I mailed my check a few days ago to pay you guys and I don't see where it has hit my account. Can you tell me if you see it on your end?", "I'd be happy to look into that for you.", "Great.", "What's your first and last name?", "It's Mary Jones.", "Thank you, Mary. Do you know your customer ID?", "I don't. I'm sorry.", "That's okay. We can look you up a different way.", "Good.", "What's your full social and date of birth?", "The social is four two four three two seven six nine two.", "Mm-hmm.", "The date of birth is April third nineteen fifty three.", "Great. Thanks for that information. Can you tell me the phone number associated with the account?", "Yes it's either two five one three six three four nine eight four or three six three four nine eight two.", "Okay we have the one ending in four nine eight four. Is that still the best number?", "Yes.", "Great and for security purposes can you tell me your mother's maiden name?", "It's Johnson.", "Thank you for that. I've got you pulled up here.", "Okay.", "What day did you say you mailed the check?", "It was like three days ago.", "So Monday?", "Yes.", "Okay I don't see where anything has been posted to the account or anything that's pending.", "Well where could it be?", "It's possible that it just hasn't made it here yet. Normally we ask that you give us five to seven business days to process the payment if you mail it in.", "Oh okay. So I shouldn't worry just yet.", "No ma'am I wouldn't. It's very possible it's just not made it here.", "Okay can I pay this online? I've never tried.", "You sure can we usually recommend it that way because it's more secure than mailing a check.", "Well how do I do it?", "Are you logged in right now?", "No hang on and let me get logged in.", "Take your time.", "Okay I'm here.", "Great in the center of the navigation bar you should see the option to pay bill.", "Oh there it is.", "Yes then you'll select that and ", "Just enter in all of my info?", "Yes exactly.", "That seems so easy.", "Yes it is!", "I'll do that from now on.", "Great. Was there anything else we could do for you today?", "No I think that was everything today.", "Okay. There will be a brief survey after the call that will rate your experience today. Would you like to participate?", "Sure!", "Okay once the call disconnects just hold on the line. The survey will start then.", "Okay.", "Thank you for calling. Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_075_000", "insurance_075_001", "insurance_075_002", "insurance_075_003", "insurance_075_004", "insurance_075_005", "insurance_075_006", "insurance_075_007", "insurance_075_008", "insurance_075_009", "insurance_075_010", "insurance_075_011", "insurance_075_012", "insurance_075_013", "insurance_075_014", "insurance_075_015", "insurance_075_016", "insurance_075_017", "insurance_075_018", "insurance_075_019", "insurance_075_020", "insurance_075_021", "insurance_075_022", "insurance_075_023", "insurance_075_024", "insurance_075_025", "insurance_075_026", "insurance_075_027", "insurance_075_028", "insurance_075_029", "insurance_075_030", "insurance_075_031", "insurance_075_032", "insurance_075_033", "insurance_075_034", "insurance_075_035", "insurance_075_036", "insurance_075_037", "insurance_075_038", "insurance_075_039", "insurance_075_040", "insurance_075_041", "insurance_075_042", "insurance_075_043", "insurance_075_044", "insurance_075_045", "insurance_075_046", "insurance_075_047", "insurance_075_048", "insurance_075_049", "insurance_075_050", "insurance_075_051", "insurance_075_052", "insurance_075_053", "insurance_075_054", "insurance_075_055", "insurance_075_056", "insurance_075_057", "insurance_075_058", "insurance_075_059", "insurance_075_060", "insurance_075_061" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yeah I was thinking about upgrading my plan and wanted to talk to someone to see what kind of options I have.", "Okay. I'd be more than happy to assist you with that today.", "Great.", "May I have your first and last name?", "Yes It's Mary Smith.", "Thank you, Mary. Do you know your customer ID?", "Is it on my bill?", "Yes ma'am it should be.", "Okay. Let me get it real quick.", "Take your time.", "Okay what number is it on this here bill?", "It's going to be eight digits and it will start with the number one.", "Okay here it is one two three four five six seven eight.", "Thank you. For security purposes can you verify your date of birth?", "It's January eleventh nineteen sixty.", "Thank you for that.", "You're welcome.", "So you were looking to upgrade your plan? Is that correct?", "Yes.", "Which policy were you looking to upgrade?", "My auto policy.", "Okay. Do you know which plan you want to upgrade to?", "Well what do you recommend?", "It all depends on your needs. What kind of coverage are you looking for? I see you're on the Basic Auto plan now.", "I want something with a lower deductible and rental coverage if I get in an accident.", "Okay the best plan for that would be our Complete Auto plan. It would give you those features.", "What's the deductible on it?", "The deductible on the Complete Auto plan is only two hundred fifty for comprehensive and collision coverages.", "Oh yes. That's much better. And it includes rental coverage?", "Yes forty dollars a day up to two weeks.", "And how much more is that?", "It would be one thousand more a year than the Basic Auto plan.", "That's fine. I'd rather pay more for more coverage.", "I definitely understand. Would like to go ahead and make that upgrade?", "Yes let's do it.", "Perfect. We still have cat lover thirty two at gmail dot com as your email. Is that still correct?", "That's correct.", "Okay I've gone ahead and sent you all of the new plan information so you can take a look at it.", "Perfect. We still have cat lover thirty two at gmail dot com as your email. Is that still correct?", "To finalize the change I would just need a payment of three hundred dollars for the prorated coverage.", "Okay. Can I pay with my bank account information?", "Yes. You can. I'll need the routing and account number.", "Okay my routing number is two six three two eight one six nine five.", "Okay.", "And my account number is two six one one two two three.", "Perfect. So to confirm we're going to make a one time payment of three hundred dollars to the account ending in two two three?", "Yes.", "Is this a checking account?", "Yes.", "Alright I've gone ahead and submitted that payment and upgraded your plan. Congratulations.", "Thank you.", "What else can I do for you today?", "That's all for today I think.", "Perfect. There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Sure.", "Okay great. The survey will start as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_076_000", "insurance_076_001", "insurance_076_002", "insurance_076_003", "insurance_076_004", "insurance_076_005", "insurance_076_006", "insurance_076_007", "insurance_076_008", "insurance_076_009", "insurance_076_010", "insurance_076_011", "insurance_076_012", "insurance_076_013", "insurance_076_014", "insurance_076_015", "insurance_076_016", "insurance_076_017", "insurance_076_018", "insurance_076_019", "insurance_076_020", "insurance_076_021", "insurance_076_022", "insurance_076_023", "insurance_076_024", "insurance_076_025", "insurance_076_026", "insurance_076_027", "insurance_076_028", "insurance_076_029", "insurance_076_030", "insurance_076_031", "insurance_076_032", "insurance_076_033", "insurance_076_034", "insurance_076_035", "insurance_076_036", "insurance_076_037", "insurance_076_038", "insurance_076_039", "insurance_076_040", "insurance_076_041", "insurance_076_042", "insurance_076_043", "insurance_076_044", "insurance_076_045", "insurance_076_046", "insurance_076_047", "insurance_076_048", "insurance_076_049", "insurance_076_050", "insurance_076_051", "insurance_076_052", "insurance_076_053" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yes. I think I've been a victim of identity theft so I need to change my security question for you guys so I can keep my stuff safe.", "Oh no! I'm sorry to hear that. Identity theft can be hard to recover from.", "It's been a nightmare so far.", "I'm so sorry. Let's see if we can make it a little easier.", "That sounds great.", "May I have your first and last name please?", "Yes it's Shelby Saunders.", "Thank you, Shelby. Do you know your customer ID?", "Let me get it I have it written down on a piece of paper in my purse.", "Take your time.", "Okay I have it. Are you ready.", "Go for it.", "It's one two three four five six seven eight.", "Great. And can you verify your date of birth for me?", "It's February eighth of nineteen sixty.", "Thank you for that.", "You're welcome.", "We have the security question listed as your mother's maiden name. Does that sound correct?", "Yes and the answer should be Green. I need to change that.", "Yes that is what we have. What would you like to change it to?", "I honestly don't know.", "A lot of customers use their favorite pet's name or their high school mascot. Things like that you know?", "Yeah. I'm just trying to think of something unique because of the information that was stolen.", "I understand. Some of the more secure security questions are ones like favorite place to visit or first restaurant I ever went to.", "Oh really?", "Yes. those that have to do more with like memories tend to be harder to guess the answers to.", "Okay let's go with where I went on my first date.", "Okay and what answer would you like to put on there?", "Burger King.", "Sounds like a very fancy first date. .", "Well it was to a teenager!", "Yeah I guess so. I'm sure no one would guess that.", "No not at all that's why I chose it.", "We have your email on file as shelby says nineteen sixty at hotmail dot com. Is that still a good email?", "No I had to change it due to the theft.", "What is your new email?", "It's shelby underscore saunders at gmail dot com.", "Got it. I've gone ahead and updated that and sent a confirmation message of the changes we made today.", "Okay good.", "What else can I do for you today?", "Can you tell me when my next bill is due?", "Yes ma'am. It's due on the tenth of August.", "Okay so I still have a while.", "Yes ma'am. What else can I answer for you today?", "I think that's all for today.", "Great. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?", "Yes.", "Perfect. Just hold on the line after I disconnect and the survey will start.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_077_000", "insurance_077_001", "insurance_077_002", "insurance_077_003", "insurance_077_004", "insurance_077_005", "insurance_077_006", "insurance_077_007", "insurance_077_008", "insurance_077_009", "insurance_077_010", "insurance_077_011", "insurance_077_012", "insurance_077_013", "insurance_077_014", "insurance_077_015", "insurance_077_016", "insurance_077_017", "insurance_077_018", "insurance_077_019", "insurance_077_020", "insurance_077_021", "insurance_077_022", "insurance_077_023", "insurance_077_024", "insurance_077_025", "insurance_077_026", "insurance_077_027", "insurance_077_028", "insurance_077_029", "insurance_077_030", "insurance_077_031", "insurance_077_032", "insurance_077_033", "insurance_077_034", "insurance_077_035", "insurance_077_036", "insurance_077_037", "insurance_077_038", "insurance_077_039", "insurance_077_040", "insurance_077_041", "insurance_077_042", "insurance_077_043", "insurance_077_044", "insurance_077_045", "insurance_077_046", "insurance_077_047", "insurance_077_048", "insurance_077_049", "insurance_077_050", "insurance_077_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yeah. I think I've accidentally locked myself out of my online account. It's been giving me an error message.", "Okay I'll be happy to help with that. May I have your first and last name?", "Yes it's Olivia Washington.", "Thank you Olivia. We will probably just need to reset your password in order to clear that error message.", "Okay.", "Do you know your customer number?", "I don't actually. I'm sorry.", "That's okay. We can look you up a different way.", "Okay. What do you need from me?", "What is your social and date of birth?", "My social security number is one two three four five six seven eight nine and my date of birth is January third nineteen ninety one.", "Thank you for that, and do you have the phone number associated with the account?", "Oh. Yes it should be two five one three six three four five six seven.", "Perfect. And finally, for security purposes, can you verify your mother's maiden name?", "It's Rogers.", "Great. So in order to reset your password I'll just need to email you a reset link.", "Okay.", "Is your email still Olivia underscore rocks at hotmail dot com.", "Oh no. It needs to be changed to Olivia dot Washington twenty nine at gmail dot com.", "Okay. I've got that updated for you. Do you have access to that email right now?", "Yes.", "Okay go ahead and get logged in. I've sent you a reset link to the email address you gave me.", "Okay. One second.", "Take your time.", "Okay I see it here. Do I just click the link?", "Yes just select that link. It should open a window that has an option to select a new password.", "Okay I see it.", "Remember that your new password has to contain a capital letter, a number and at least one symbol.", "Okay.", "Were you able to get it changed?", "Yes.", "Great now go back to the home page and try to log in.", "Okay.", "Let me know if that works for you.", "It looks like it worked. I'm able to get into my account now.", "Great! Is there anything else I can do for you?", "Yeah where do I go on here to pay my bill?", "To pay your bill you will go to the top left hand corner and select policy options.", "Okay so top left.", "Yes.", "Oh I see here. Policy options.", "Yes and under than you should see pay bill.", "Oh there it is. Thank you so much.", "You're very welcome. What else can I answer for you today?", "That's it for today I think.", "Alright then. There will be a brief survey after the call to rate your experience today. Would you be interested in participating?", "Sure.", "Perfect. The survey will begin as soon as I disconnect.", "Okay.", "Have a great day, Olivia. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_078_000", "insurance_078_001", "insurance_078_002", "insurance_078_003", "insurance_078_004", "insurance_078_005", "insurance_078_006", "insurance_078_007", "insurance_078_008", "insurance_078_009", "insurance_078_010", "insurance_078_011", "insurance_078_012", "insurance_078_013", "insurance_078_014", "insurance_078_015", "insurance_078_016", "insurance_078_017", "insurance_078_018", "insurance_078_019", "insurance_078_020", "insurance_078_021", "insurance_078_022", "insurance_078_023", "insurance_078_024", "insurance_078_025", "insurance_078_026", "insurance_078_027", "insurance_078_028", "insurance_078_029", "insurance_078_030", "insurance_078_031", "insurance_078_032", "insurance_078_033", "insurance_078_034", "insurance_078_035", "insurance_078_036", "insurance_078_037", "insurance_078_038", "insurance_078_039", "insurance_078_040", "insurance_078_041", "insurance_078_042", "insurance_078_043", "insurance_078_044", "insurance_078_045", "insurance_078_046", "insurance_078_047", "insurance_078_048", "insurance_078_049", "insurance_078_050", "insurance_078_051", "insurance_078_052", "insurance_078_053" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yeah I need to go ahead and set up my plan to be cancelled. I've found a better company to cover me.", "I'm sorry to hear that you're leaving us but I can process that cancellation for you.", "Great.", "What is your first and last name?", "It's Rhonda Brown.", "Thank you Rhonda, do you know your customer ID?", "No.", "That's okay I can look you up a different way.", "Fine.", "What is your social and date of birth?", "It's four two four three seven eight nine two two.", "Mm-hmm.", "Date of birth is oh one one two one nine seven two.", "Thank you for that. Can you tell me the phone number associated with the account?", "You are asking too many questions why is it so hard to just get help from you guys.", "I apologize ma'am. It's just so we can get your information pulled up in the system since you didn't have your customer ID.", "Fine. What did you need again?", "The phone number on the account.", "Two five one three six three four two three two.", "And the last question is for you to verify your mother's maiden name for security purposes.", "Jones.", "Great. Do you mind if I ask why you're wanting to cancel today?", "You guys are too expensive and you ask too many questions.", "I'm sorry to hear you think we're too expensive. Have you thought about changing your plan so it would be a lower premium?", "Why would I do that. I found a company that gives me better coverage for a cheaper price.", "I understand ma'am.", "Great so just do your job and cancel the plan.", "I apologize for the inconvenience.", "Fine.", "When would you like the cancellation to be effective?", "My new policy starts on the first so that's when this one needs to be gone.", "Okay so to confirm we are marking the account for cancellation on the first of August.", "Right.", "Is your email still rhonda underscore brown at gmail dot com?", "Yes.", "Okay I will send a confirmation to that email that the account has been marked for closure.", "Great. Will I get any kind of refund? I've already paid my premium this month.", "No ma'am. Because you are covered until the end of the month there wouldn't be any prorated refund.", "You guys are just criminals all you care about is money. I'm so glad to be getting away from you.", "I'm sorry your feel that way ma'am. That's not how we want to be perceived. If you wanted to mark it for cancellation earlier you would receive a prorated refund.", "And then what? Just go without coverage. No thank you.", "Okay.", "Is it done?", "Yes I have sent a confirmation email to the address you have on file with us.", "Well you hang on and let me make sure I got it just so I know you didn't screw anything up.", "Okay ma'am.", "I got it.", "Was there anything else I could do for you?", "No.", "Have a great day.", "Whatever.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_079_000", "insurance_079_001", "insurance_079_002", "insurance_079_003", "insurance_079_004", "insurance_079_005", "insurance_079_006", "insurance_079_007", "insurance_079_008", "insurance_079_009", "insurance_079_010", "insurance_079_011", "insurance_079_012", "insurance_079_013", "insurance_079_014", "insurance_079_015", "insurance_079_016", "insurance_079_017", "insurance_079_018", "insurance_079_019", "insurance_079_020", "insurance_079_021", "insurance_079_022", "insurance_079_023", "insurance_079_024", "insurance_079_025", "insurance_079_026", "insurance_079_027", "insurance_079_028", "insurance_079_029", "insurance_079_030", "insurance_079_031", "insurance_079_032", "insurance_079_033", "insurance_079_034", "insurance_079_035", "insurance_079_036", "insurance_079_037", "insurance_079_038", "insurance_079_039", "insurance_079_040", "insurance_079_041", "insurance_079_042", "insurance_079_043", "insurance_079_044", "insurance_079_045", "insurance_079_046", "insurance_079_047", "insurance_079_048", "insurance_079_049", "insurance_079_050", "insurance_079_051", "insurance_079_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": [ "Good morning Rivertown Insurance.", "Hi, I need to speak to someone about my bill.", "Sure, I can help you with that. May I get your first and last name and policy number, and we can take a look at your account.", "Okay. My name is Susan Jones, and my policy number is oh where do you put that thing? I'm looking at my bill.", "Hi Susan. My name is Jane. If you look at the top right hand corner there will be an eight digit number. Its under a barcode.", "Yeah, Okay, got it. My policy number is four four six three nine eight, no wait that's a six, so four four six three nine six two four.", "Okay, I'll repeat that. Four four six three nine six two four.", "Yep, that's it.", "Just one moment while I pull up your account.", "Sure.", "Thank you for waiting Susan, I have your account up. What can I help you with?", "Well, I've been billed twice this month, I think.", "Ok, I'll check the last few billings. Does the payment come directly from your bank account? Or does it charge to your credit card?", "It pulls from my bank account. I get a notice every time, and this month I was charged twice. See, on the second of the month, like normal, but I was charged again on the seventeenth.", "That is unusual, I do see both of those charges coming out, that's really strange. Let me look a little deeper.", "Okay, thanks.", "I see what might have happened. You recently moved? From Wilson street to Marshal street. Is that correct?", "Yeah, I moved on the fifteenth. I called in and changed the address, how would that affect my billing though?", "Well, what I think happened, is that when you changed your address, it in effect cancelled the account, then when we entered in the new address, It started a new account.", "No way? Why would it do that? Just for changing an address? Thats kinda weird.", "I do apologize, It was an error on our end. When you changed your address, it was clicked as cancelled, not as a change of address.", "That's not very good, you should make that a little harder to do, not just click and poof I'm cancelled, when all I did was change my address.", "I agree, and I will bring this up to my manager and make sure we have this discussed with our phone representatives. I'm really sorry this happened. I'm glad you caught it so quickly.", "Well, it was a shock when the second payment came out so I called right away.", "I would have too!", "Ok, well, now we know what went wrong, how do we fix it?", "We have a couple of options. I can have the funds refunded, or put in a credit on your account for next months billing. Would either of those options work for you?", "Yeah, let me think for a second. Do I want the money back, just to give it to you in three weeks. Or let you keep it for next months billing.", "That's correct, refunded or put in as a credit on the account.", "How long does it take to get the money refunded?", "I would put in for the refund right now, but it would take three to four days to show back up in your account.", "So that's almost another week, and then in a couple of weeks I'd just owe it to you again.", "Yes, unfortunately it takes that long to wind though the banking system.", "Yeah, I understand. Okay, I guess it makes the most sense to just have that second payment sit there as a credit for next month.", "Okay, I agree, that's the easiest solution.", "Good thing I didn't need that money for something. Or you didn't have me in an over drawn situation, I'd really be mad then.", "I understand, and I can appreciate your frustration. Let me speak with my manager and check on something. Can you hold a minute?", "Sure, no problem.", "Thanks for holding Susan, I spoke with my manager, she's authorized at twenty five dollar additional credit, for the inconvenience we've caused you.", "wow, that's great! Okay, that makes me a lot happier. ", "It was our fault, and this will be brought up in our weekly meeting. I appreciate you're being so understanding.", "I'm just glad we figured out what happened, and you've been very helpful, thank you", "It's my pleasure Susan. So next months payment is taken care of with the credit, and you will have the additional twenty five dollars toward the following months payment. Does that make sense?", "Perfect sense, I'm happy with that.", "I'm so glad, I'll send you an email that shows this months payment in full, along with the credit. It will be on the new policy number going forward, since the old one was cancelled.", "Yeah, that's ok.", "You'll receive a receipt for next month, which will show paid in full. Then the following month, reduce your payment by twenty five dollars and we'll be all straightened out again.", "Yep, that works. Good. Okay then, glad that's resolved. Thanks for your help.", "My pleasure, did you have any other questions?", "Nope, I'm good to go. Thanks Jane. Top marks for customer service. Have a great rest of the day.", "You too Susan. You should see the emails showing payments and balances in the next few minutes.", "Great! Take care. Bye bye.", "Bye Susan." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_080_000", "insurance_080_001", "insurance_080_002", "insurance_080_003", "insurance_080_004", "insurance_080_005", "insurance_080_006", "insurance_080_007", "insurance_080_008", "insurance_080_009", "insurance_080_010", "insurance_080_011", "insurance_080_012", "insurance_080_013", "insurance_080_014", "insurance_080_015", "insurance_080_016", "insurance_080_017", "insurance_080_018", "insurance_080_019", "insurance_080_020", "insurance_080_021", "insurance_080_022", "insurance_080_023", "insurance_080_024", "insurance_080_025", "insurance_080_026", "insurance_080_027", "insurance_080_028", "insurance_080_029", "insurance_080_030", "insurance_080_031", "insurance_080_032", "insurance_080_033", "insurance_080_034", "insurance_080_035", "insurance_080_036", "insurance_080_037", "insurance_080_038", "insurance_080_039", "insurance_080_040", "insurance_080_041", "insurance_080_042", "insurance_080_043", "insurance_080_044", "insurance_080_045", "insurance_080_046", "insurance_080_047", "insurance_080_048", "insurance_080_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 calling Rivertown Insurance. How may I help you today?", "Hey! My name is Kara Turner and I have a few policies with you guys. I just recently moved and so I want to update you guys with my new address.", "I can definitely help with that Kara. May I have your customer number?", "I don't have that with me. Can I give you something else?", "Yes. I can verify you a different way. Can you provide me with your social and date of birth?", "Yes. My social is one two three four five six seven eight nine and my date of birth is July second nineteen ninety two.", "Great. Now I'll need your phone number associated with the account.", "That should be eight five zero two nine six zero one eight six.", "Thank you and for security purposes can you verify your favorite pet's name?", "Yes it's Rupert.", "Great. can you tell me what the old address is just to make sure it's accurate?", "It should be three two two pine terrace court Century Florida three two five three five.", "Thank you. That looks like what we have here. What is the new address?", "Okay so the new address is going to be three four four.", "Mm-hmm.", "Pine Grove Road. That's p. i. n. e. g. r. o. v. e.", "Thank you. What city and state?", "The same so it's Century Florida three two five three five.", "Is that s. e. n. t. r. y?", "No it's c. e. n. t. u. r. y.", "Okay thank you for that.", "You're welcome.", "When would you like that to be effective?", "Starting today is fine.", "Okay great. just to confirm we have updated your address to three three four Pine Grove Century Florida three two five three five.", "No. It should be three four four. Not three three four.", "My apologies. I've made that change.", "Can I get a copy of that sent to me since you messed it up the first time.", "Yes. We have your email as k turner forty five at hotmail dot com. Is that still accurate?", "No. I need you to send it to k turner forty five at gmail dot com.", "Okay. I have your email updated as well as your address.", "Great is there any way to do this other than calling in? This lease is only short term so I will need to change it again.", "Yes. You can change your address and email preferences online by logging in to your account.", "Okay so I'm on the site. Where do I go to change it?", "On your homepage you should see the option on the left that says profile settings.", "I see that.", "Okay so you will click on that and select edit.", "Where is edit?", "It should be on the right hand side above save changes.", "Oh! I see it now.", "Great.", "And I just click this and select what I want to change?", "That's correct. It's a pretty easy process once you're in there.", "Okay awesome.", "Was there anything else I could help with today?", "No that's all.", "Great! There will be a brief survey after I disconnect if you'd like to fill out a questionairre about your experience today.", "Okay. I will do that.", "Thank you for calling. Have a nice day. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_081_000", "insurance_081_001", "insurance_081_002", "insurance_081_003", "insurance_081_004", "insurance_081_005", "insurance_081_006", "insurance_081_007", "insurance_081_008", "insurance_081_009", "insurance_081_010", "insurance_081_011", "insurance_081_012", "insurance_081_013", "insurance_081_014", "insurance_081_015", "insurance_081_016", "insurance_081_017", "insurance_081_018", "insurance_081_019", "insurance_081_020", "insurance_081_021", "insurance_081_022", "insurance_081_023", "insurance_081_024", "insurance_081_025", "insurance_081_026", "insurance_081_027", "insurance_081_028", "insurance_081_029", "insurance_081_030", "insurance_081_031", "insurance_081_032", "insurance_081_033", "insurance_081_034", "insurance_081_035", "insurance_081_036", "insurance_081_037", "insurance_081_038", "insurance_081_039", "insurance_081_040", "insurance_081_041", "insurance_081_042", "insurance_081_043", "insurance_081_044", "insurance_081_045", "insurance_081_046", "insurance_081_047", "insurance_081_048", "insurance_081_049", "insurance_081_050", "insurance_081_051", "insurance_081_052", "insurance_081_053", "insurance_081_054", "insurance_081_055", "insurance_081_056", "insurance_081_057", "insurance_081_058", "insurance_081_059" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I help you today?", "Yeah I have been shopping for car insurance and had saw an ad for you guys and thought I'd see if you could beat the other rates I've got.", "Sure. I'd be glad to help you with an auto quote. Do you have any policies with us already?", "No I don't.", "That's not a problem. May I have your first and last name?", "My first and last name? Is that what you said? I have poor reception here.", "Yes. Your first and last name.", "It's Sandra Saunders.", "Thank you, Sandra.", "You're welcome.", "To get started with the quote I'll just need to collect some basic information about you and the vehicle you want to insure.", "That's fine.", "What is your date of birth?", "It's November second nineteen seventy eight.", "Great and can you tell me what state the vehicle will be used in?", "Florida.", "And what is the year, make, and model of the vehicle you're wanting to quote.", "It's a two thousand eighteen ", "Mm-hmm.", "Toyota Corolla.", "How many miles are on the Corolla?", "Hang on and let me go check.", "Okay. Take your time.", "It has forty six thousand three hundred and twenty two miles on.", "Okay. That's pretty low mileage for a two thousand eighteen.", "Yeah. I don't really drive around that much.", "I understand. I hate traffic.", "Yeah if I don't have to go anywhere I just stay at home.", "I'm the same way. give me a second here to enter all this information and I will have you some numbers.", "Okay.", "So we have three options for you today ", "Okay.", "We have the Basic Auto, the Preferred Auto, and the Complete Auto packages available to you.", "What's the difference?", "The Basic Auto has a one thousand dollar deductible for comprehensive and collision and does not cover emergency roadside or rental car reimbursement ", "Okay and the preferred?", "It has a deductible of five hundred dollars for comp and collision and it has emergency roadside ", "Mm-hmm.", "And the Complete has a two hundred fifty dollar deductible for comp and collision, emergency roadside and rental reimbursement.", "What's the price difference between the middle and the higher one?", "The Preferred plan is fifteen hundred per year and the complete plan is two thousand per year.", "That's not too bad.", "Not at all. How did we compare to the other rates you were looking at?", "You guys are a little lower than most.", "Great to hear! Would you like to take advantage of one of our plans today?", "I would actually, but I don't have time at the moment can you have someone call me in a couple of hours?", "I sure can. What's a good number to reach you at?", "Eight five zero two three two four seven six two.", "Okay so to confirm, I am going to have a licensed agent call you in two hours at the phone number ending in four seven six two.", "Yes.", "Perfect. Was there anything else I could for you today?", "No that's it.", "Great. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?", "Sure.", "Okay the survey will begin as soon as I disconnect.", "Okay.", "Have a great day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_082_000", "insurance_082_001", "insurance_082_002", "insurance_082_003", "insurance_082_004", "insurance_082_005", "insurance_082_006", "insurance_082_007", "insurance_082_008", "insurance_082_009", "insurance_082_010", "insurance_082_011", "insurance_082_012", "insurance_082_013", "insurance_082_014", "insurance_082_015", "insurance_082_016", "insurance_082_017", "insurance_082_018", "insurance_082_019", "insurance_082_020", "insurance_082_021", "insurance_082_022", "insurance_082_023", "insurance_082_024", "insurance_082_025", "insurance_082_026", "insurance_082_027", "insurance_082_028", "insurance_082_029", "insurance_082_030", "insurance_082_031", "insurance_082_032", "insurance_082_033", "insurance_082_034", "insurance_082_035", "insurance_082_036", "insurance_082_037", "insurance_082_038", "insurance_082_039", "insurance_082_040", "insurance_082_041", "insurance_082_042", "insurance_082_043", "insurance_082_044", "insurance_082_045", "insurance_082_046", "insurance_082_047", "insurance_082_048", "insurance_082_049", "insurance_082_050", "insurance_082_051", "insurance_082_052", "insurance_082_053", "insurance_082_054", "insurance_082_055", "insurance_082_056", "insurance_082_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yeah I need to update my address with you guys and pay my bill.", "I'd be happy to help with that. May I have your first and last name?", "Yeah it's Mary Flannigan.", "Thank you, Mary. Can you spell that last name for me?", "Yeah it's a mouthful. It's f. l. a. n. n. i. g. a. n.", "Yeah I just wanted to make sure I had it right.", "No worries.", "Do you happen to have your customer ID handy?", "yes actually. Let me get it. One second.", "Take your time.", "It's one two three four five six seven eight.", "Thank you for that.", "You're welcome.", "For security purposes, can you tell me your date of birth?", "It's October fourteenth nineteen ninety one.", "Thank you for that. So we wanted to update the address and pay a bill, correct?", "Yes.", "What is the old address?", "It's one one three two Forest drive Los Angeles California nine oh two one oh.", "Great. That matches what we have here. What would you like to update it to?", "My new one is three three four Pineview Road Flomaton Alabama three six six four one.", "Wow. That's quite a move!", "Yeah all the way across the country. It was a long trip.", "I can't imagine.", "And a culture shock.", "So just to confirm I've got that address updated to three three four Pine view, two words, road Flomaton Alabama.", "No it's actually one word, p. i. n. e. v. i. e. w.", "Sorry about that.", "No worries.", "Okay. I've got that corrected for us. Now you said you wanted to pay a bill as well?", "Yes, please.", "What policy would you like to make a payment on today?", "My auto insurance.", "Okay. I'm showing a balance of three hundred sixty four dollars due tomorrow. Is that how much you'd like to pay?", "Yes.", "And how will you be paying today?", "Credit card.", "Okay. I'll just need that sixteen digit card number, security code, and expiration date.", "Hang on let me get it out of my wallet.", "No problem.", "It's one two three four five six seven eight nine one one one one two three four.", "Mm-hmm.", "Security code is three four five and expiration is twelve of twenty four.", "Perfect. Thank you.", "You're welcome.", "So to confirm we are making a one time payment of three hundred sixty four dollars on the card ending in one two three four.", "Yes.", "Alright I've made that payment for you. Is your email still Mary underscore Flannigan at gmail dot com?", "Yes.", "I've gone ahead and sent the receipt to your email as well.", "Great. Thank you.", "No problem at all. Was there anything else I could do for you?", "No, I think that's it.", "Great. Enjoy the rest of your day.", "You too.", "Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress", "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_083_000", "insurance_083_001", "insurance_083_002", "insurance_083_003", "insurance_083_004", "insurance_083_005", "insurance_083_006", "insurance_083_007", "insurance_083_008", "insurance_083_009", "insurance_083_010", "insurance_083_011", "insurance_083_012", "insurance_083_013", "insurance_083_014", "insurance_083_015", "insurance_083_016", "insurance_083_017", "insurance_083_018", "insurance_083_019", "insurance_083_020", "insurance_083_021", "insurance_083_022", "insurance_083_023", "insurance_083_024", "insurance_083_025", "insurance_083_026", "insurance_083_027", "insurance_083_028", "insurance_083_029", "insurance_083_030", "insurance_083_031", "insurance_083_032", "insurance_083_033", "insurance_083_034", "insurance_083_035", "insurance_083_036", "insurance_083_037", "insurance_083_038", "insurance_083_039", "insurance_083_040", "insurance_083_041", "insurance_083_042", "insurance_083_043", "insurance_083_044", "insurance_083_045", "insurance_083_046", "insurance_083_047", "insurance_083_048", "insurance_083_049", "insurance_083_050", "insurance_083_051", "insurance_083_052", "insurance_083_053", "insurance_083_054", "insurance_083_055" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes. I need to do something about lowering my premiumiss I recently lost my job and just can't afford the payments anymore. I don't want to change companies. I've been with you guys for years.", "I'm sorry to hear you lost your job. Let's see what we can do.", "Okay. Thank you.", "May I have your first and last name?", "It's Maria Sanchez.", "Thank you, Maria. Do you happen to have your customer number?", "I think so. Let me check my purse.", "Okay. Take your time.", "It's one two three four five six seven eight.", "Perfect, and can you verify your date of birth please?", "It's seven twenty six nineteen eighty nine.", "Thank you, Maria. I have you pulled up here. Which policy were you looking at reducing the payment on? Life or Auto?", "the auto policy. I don't want to change my life insurance.", "Okay. It looks like you're on the Complete plan. Does that sound correct?", "Yes it was the highest one.", "Okay. We do have two options with lower payments how much lower did you need to go?", "Well I don't want to lose too much coverage.", "If you're looking to lower the price I would recommend just going one lower to the Preferred plan.", "How much different is that one?", "It lowers your premium by around sixty dollars per month or five hundred per year.", "And what do I lose in coverage?", "Well going from the Complete to the Preferred your comp and collision deductibles go up to seven hundred fifty from two hundred fifty.", "Okay.", "And you lose the emergency roadside assistance.", "That's okay I haven't used that anyway.", "Yeah unless you travel a lot, we find a lot of people remove that option.", "I don't travel anywhere . Just to and from work.", "I definitely understand that .", "Is there any other plan that's lower?", "Yes. We also have the Basic plan that's one hundred twenty less per month, but it's a significan't loss of coverage.", "that's a lot less. What does it cover?", "Your deductible goes up to one thousand and you no longer have rental car or emergency roadside.", "Oh Okay. That's a big difference.", "Yes. If you're not looking to lose that much coverage I would still recommend the Preferred.", "As much as I hate to do it. I have to go with the first one I just can't afford the other.", "The Basic? I completely understand.", "Yes that one.", "Okay to confirm you want to change your plan from the Complete to the Basic. Is that correct?", "Yes.", "Okay I will go ahead and change that for you.", "Okay. When will I see that in my bill?", "You should see a prorated payment change once it processes.", "Okay. When will that be?", "It usually only takes one to two business days.", "Oh. Okay. Great.", "We have grace kelly lover at hotmail dot com on file for you. Is that still correct?", "Yes that's right.", "Okay. I have made the requested changes and I have sent you an email confirmation.", "Thank you.", "No problem! Was there anything else I could do for you today?", "No that's all!", "Great. There will be a brief survey after the call if you don't mind filling that out about your service.", "I will.", "Perfect. Enjoy your day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_084_000", "insurance_084_001", "insurance_084_002", "insurance_084_003", "insurance_084_004", "insurance_084_005", "insurance_084_006", "insurance_084_007", "insurance_084_008", "insurance_084_009", "insurance_084_010", "insurance_084_011", "insurance_084_012", "insurance_084_013", "insurance_084_014", "insurance_084_015", "insurance_084_016", "insurance_084_017", "insurance_084_018", "insurance_084_019", "insurance_084_020", "insurance_084_021", "insurance_084_022", "insurance_084_023", "insurance_084_024", "insurance_084_025", "insurance_084_026", "insurance_084_027", "insurance_084_028", "insurance_084_029", "insurance_084_030", "insurance_084_031", "insurance_084_032", "insurance_084_033", "insurance_084_034", "insurance_084_035", "insurance_084_036", "insurance_084_037", "insurance_084_038", "insurance_084_039", "insurance_084_040", "insurance_084_041", "insurance_084_042", "insurance_084_043", "insurance_084_044", "insurance_084_045", "insurance_084_046", "insurance_084_047", "insurance_084_048", "insurance_084_049", "insurance_084_050", "insurance_084_051", "insurance_084_052", "insurance_084_053", "insurance_084_054", "insurance_084_055", "insurance_084_056", "insurance_084_057", "insurance_084_058", "insurance_084_059" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Hey I currently have life and health insurance with you guys and I recently got a quote for auto insurance that I would like to go ahead and enroll in.", "Perfect! I'm glad you're taking advantage of our auto policies as well.", "Absolutely, you guys have been great.", "I'm glad to hear that. Let's start with your first and last name.", "It's Mary Smith.", "Thanks for that, Mary. Do you know your customer ID?", "Let's see if I can find that.", "Take your time.", "Would it be on like any of my other bills?", "Yes it should be on any policy bill that you have from us.", "Okay. Where at on the bill?", "It should be in the upper left corner on the life bill and the health bill should have it in the bottom right corner.", "Is it the eight digit number?", "Yes.", "There it is. Sorry that took so long.", "It's okay.", "Alright it's one two three four five six seven eight.", "Great, and for security purposes can you verify your date of birth for me?", "It's June first nineteen eighty four.", "Perfect. So give me one second to pull up your quote history and I'll be able to finalize that enrollment.", "No problem.", "Alright so it looks like you were quoted for the Preferred Auto plan is that correct?", "Yes.", "And we still want to go with that package?", "Yes.", "Great, so it looks like the annual total due would be fifteen hundred.", "Can I pay it monthly?", "Yes we can set up a monthly plan.", "Are there any fees for that?", "Yes there is a three dollar per month processing fee for the monthly payment.", "That's fine.", "Okay so your first payment today would be one hundred twenty eight dollars.", "And that includes the fee?", "Yes.", "Okay. That's fine.", "How would you like to pay?", "By credit card.", "Okay. I'll just need that sixteen digit card number, expiration date, and CVV code.", "Okay. the card number is one two three four five six seven eight three two two one four seven six two.", "Okay.", "The expiration date is June of twenty four and the what kind of code?", "The security code on the back of the card.", "Oh. It's three three two.", "Perfect. So to confirm we are going to make a one time charge to the card ending in four seven six two in the amount of one hundred twenty eight dollars.", "Yes.", "Great. I've gone ahead and posted that for you.", "Thank you.", "You're welcome. We have Mary underscore Smith at gmail dot com as your email. Is that still correct?", "Yes, that's correct.", "Okay, Mary. I've gone ahead and sent an email confirmation as well.", "Okay.", "Was there anything else I could do for you?", "No I think that was all.", "Well thanks for choosing us. There will be a brief survey at the end of the call to rate your experience today.", "Okay.", "It will begin as soon as I disconnect. You have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_085_000", "insurance_085_001", "insurance_085_002", "insurance_085_003", "insurance_085_004", "insurance_085_005", "insurance_085_006", "insurance_085_007", "insurance_085_008", "insurance_085_009", "insurance_085_010", "insurance_085_011", "insurance_085_012", "insurance_085_013", "insurance_085_014", "insurance_085_015", "insurance_085_016", "insurance_085_017", "insurance_085_018", "insurance_085_019", "insurance_085_020", "insurance_085_021", "insurance_085_022", "insurance_085_023", "insurance_085_024", "insurance_085_025", "insurance_085_026", "insurance_085_027", "insurance_085_028", "insurance_085_029", "insurance_085_030", "insurance_085_031", "insurance_085_032", "insurance_085_033", "insurance_085_034", "insurance_085_035", "insurance_085_036", "insurance_085_037", "insurance_085_038", "insurance_085_039", "insurance_085_040", "insurance_085_041", "insurance_085_042", "insurance_085_043", "insurance_085_044", "insurance_085_045", "insurance_085_046", "insurance_085_047", "insurance_085_048", "insurance_085_049", "insurance_085_050", "insurance_085_051", "insurance_085_052", "insurance_085_053", "insurance_085_054", "insurance_085_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yes I need to check my account balance with you guys. I don't think I've paid my bill this month so I need to make sure.", "Okay. I can definitely help with that.", "Great I've been worried about it. I don't want to be late with you guys.", "Well let's check it out. May I have your first and last name please?", "It's Mary Rochester.", "Thank you, Mary. Do you know your customer ID?", "It's one three four five two six seven eight eight.", "Great. for security purposes can you tell me your date of birth?", "It's May third nineteen seventy.", "Thank you for that.", "You're welcome.", "So I'm looking at your policies here. Which one did you want to check the balance on?", "The auto policy please. The rest are on auto pay.", "Okay. One second while I get that pulled up.", "Okay.", "How's your day going so far?", "It's good. I can't complain, ready for the weekend.", "Me too. Definitely ready for the weekend.", "It'll be here before you know it.", "I hope so. Alright so it's finally loaded here for me.", "Okay.", "I do show that a payment is due July twenty ninth in the amount of two hundred eighty five dollars.", "Oh no. I did forget. Did I get a late fee?", "No it looks like you're still in your grace period.", "Great.", "Would you like to go ahead and make that payment while we're on the phone?", "Sure!", "How would you like to pay today?", "Can I use my bank account.", "Sure that's not a problem.", "Okay.", "What is your routing and account number?", "Let me get my checkbook, hang on.", "Take your time.", "Okay what did you say you needed first?", "The routing and account number.", "Okay the routing number is one two three four five six seven eight nine.", "Great. And the account number?", "It's four five six seven seven eight two three two one.", "Perfect, and this is a checking account, correct?", "Yes it is.", "Great. So just to confirm we will be making a one time payment of two hundred eighty five dollars that will be charged today.", "Yes.", "Alright I have that processed. Is your email still doxie lover ninety nine at aol dot com.", "Yes it is.", "Great. I've got that done for you and I've sent a confirmation email.", "Perfect! Thank you so much.", "You're very welcome. Was there anything else I could do for you today?", "No I think that's it.", "Great. There will be a short survey after the call that will have you rate your experience today.", "Okay.", "It will start as soon as I disconnect.", "That's fine.", "Have a good day. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_086_000", "insurance_086_001", "insurance_086_002", "insurance_086_003", "insurance_086_004", "insurance_086_005", "insurance_086_006", "insurance_086_007", "insurance_086_008", "insurance_086_009", "insurance_086_010", "insurance_086_011", "insurance_086_012", "insurance_086_013", "insurance_086_014", "insurance_086_015", "insurance_086_016", "insurance_086_017", "insurance_086_018", "insurance_086_019", "insurance_086_020", "insurance_086_021", "insurance_086_022", "insurance_086_023", "insurance_086_024", "insurance_086_025", "insurance_086_026", "insurance_086_027", "insurance_086_028", "insurance_086_029", "insurance_086_030", "insurance_086_031", "insurance_086_032", "insurance_086_033", "insurance_086_034", "insurance_086_035", "insurance_086_036", "insurance_086_037", "insurance_086_038", "insurance_086_039", "insurance_086_040", "insurance_086_041", "insurance_086_042", "insurance_086_043", "insurance_086_044", "insurance_086_045", "insurance_086_046", "insurance_086_047", "insurance_086_048", "insurance_086_049", "insurance_086_050", "insurance_086_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 Insurance. How may I help you today?", "Hello there. I heard you guys do pet insurance and I just thought that was the neatest thing. Do you think I could get a quote on a policy?", "Of course you can! We love to insure pets.", "Well good. I've always thought that it was a great product.", "I agree. Pets are amazing but can get expensive.", "I completely agree. Just last year alone I spent like fourteen hundred dollars on vet bills!", "That's crazy. We definitely need to get you a quote .", "Perfect. What do you need from me?", "May I have your first and last name please?", "It's Mary Lou Salter.", "Thank you, Mary Lou. Do you already have a policy with us?", "I sure do. I got life and auto with you all.", "Perfect. Do you know your customer ID?", "Yes I do. It's one two three four five six seven eight.", "Great, and for security purposes can I get your date of birth?", "It's May second nineteen seventy four.", "Perfect. I've got you pulled up here. Now I'll just need to ask you some questions about the pet you want to insure.", "Okay go ahead.", "What kind of pet do you have?", "It's a dog.", "Great! I love dogs.", "Me too. She's my whole world.", "What kind of dog is she?", "She's a mutt. We got her down at the shelter.", "Okay so she's mixed breed?", "Yeah.", "How old is she?", "She's two whole years old.", "Just a baby then.", "She acts like it all the time .", "Oh I'm sure . What is her weight?", "She's about twenty two pounds.", "Perfect. And does she have any health issues?", "No she got a little stomach bug last year and that cost us a little bit but other than that she's been healthy.", "Good deal. Give me just a moment to enter all this in and I'll have you some numbers, okay?", "Sure.", "Alright we have two options for you. We have Petcare Basic which just covers your major expenses and medical bills and Petcare Preferred which covers medication and vet visits.", "What's the price difference for both?", "The Petcare Basic is five hundred per year and the Petcare Preferred is one thousand.", "That's not too bad.", "We have your email as mary lou loves you at gmail dot com. Is that still good?", "Yes that's still good.", "Okay I've sent you an email with those two options so you can take a look at the differences.", "Well great! Thank you.", "You're welcome. Would you like to go ahead and enroll in one today?", "No not at the moment I want to talk to my husband about it and see what he thinks.", "That's not a problem at all. What other questions could I answer for you today?", "That's going to be it.", "Well I hope you have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_087_000", "insurance_087_001", "insurance_087_002", "insurance_087_003", "insurance_087_004", "insurance_087_005", "insurance_087_006", "insurance_087_007", "insurance_087_008", "insurance_087_009", "insurance_087_010", "insurance_087_011", "insurance_087_012", "insurance_087_013", "insurance_087_014", "insurance_087_015", "insurance_087_016", "insurance_087_017", "insurance_087_018", "insurance_087_019", "insurance_087_020", "insurance_087_021", "insurance_087_022", "insurance_087_023", "insurance_087_024", "insurance_087_025", "insurance_087_026", "insurance_087_027", "insurance_087_028", "insurance_087_029", "insurance_087_030", "insurance_087_031", "insurance_087_032", "insurance_087_033", "insurance_087_034", "insurance_087_035", "insurance_087_036", "insurance_087_037", "insurance_087_038", "insurance_087_039", "insurance_087_040", "insurance_087_041", "insurance_087_042", "insurance_087_043", "insurance_087_044", "insurance_087_045", "insurance_087_046", "insurance_087_047", "insurance_087_048", "insurance_087_049", "insurance_087_050", "insurance_087_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes my name is Rita Wilson, customer ID one two three four five six seven eight, and I need to add someone to my life insurance plan.", "Okay Rita. I'd be more than happy to help you with that.", "Great.", "May I have your date of birth for security purposes?", "Yes it's May thirtieth nineteen eighty two.", "Great. Thank you.", "You're welcome.", "So you want to add a dependent to your life insurance plan, is that correct?", "Right. We just adopted a baby and I need to make sure she's on there.", "Well congratulations on the new addition!", "Thanks.", "Do you have your life insurance policy number?", "Hang on and let me see if I can find it real quick.", "No problem. Take your time.", "Where would I be able to find that?", "It should be on your monthly bill.", "Oh okay. Where at on the bill. I'm looking now.", "It's in the upper left corner.", "Oh there it is. It's one two three four five six seven eight.", "Great. Thank you for that. May I have you child's first and last name?", "Yeah her name is Maggie Wilson.", "And is that m. a. g. g. y.?", "No it's m. a. g. g. i. e.", "Great and what is her date of birth?", "It is March third twenty twenty.", "Perfect. Does she have any health issues?", "No not so far, she's been healthy.", "Well that's always a good thing!", "Definitely.", "Alright, so I've gone ahead and added Maggie as a dependent to your health insurance plan. Would you like a confirmation email?", "Yes please.", "Is your email still Rita underscore wilson eighty two at hotmail dot com?", "Yes it is.", "Great. I've gone ahead and sent that out to you.", "Thank you. How much will this make my bill go up?", "It looks like there will be a change of thirty five dollars per month.", "Oh that's not too bad.", "Not at all! Was there anything else we could do for you today?", "Does that change the due date at all?", "No ma'am. Your renewal and bill due dates will remain the same for the policy.", "Great.", "What else can I answer for you?", "I think that's all today.", "Well great. Again congratulations on the new baby.", "Thank you.", "There will be a brief survey at the end of the call that rates your experience today. Would you like to take that?", "Sure.", "Great. It will start as soon as I disconnect, just hold on the line for me.", "Okay.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_088_000", "insurance_088_001", "insurance_088_002", "insurance_088_003", "insurance_088_004", "insurance_088_005", "insurance_088_006", "insurance_088_007", "insurance_088_008", "insurance_088_009", "insurance_088_010", "insurance_088_011", "insurance_088_012", "insurance_088_013", "insurance_088_014", "insurance_088_015", "insurance_088_016", "insurance_088_017", "insurance_088_018", "insurance_088_019", "insurance_088_020", "insurance_088_021", "insurance_088_022", "insurance_088_023", "insurance_088_024", "insurance_088_025", "insurance_088_026", "insurance_088_027", "insurance_088_028", "insurance_088_029", "insurance_088_030", "insurance_088_031", "insurance_088_032", "insurance_088_033", "insurance_088_034", "insurance_088_035", "insurance_088_036", "insurance_088_037", "insurance_088_038", "insurance_088_039", "insurance_088_040", "insurance_088_041", "insurance_088_042", "insurance_088_043", "insurance_088_044", "insurance_088_045", "insurance_088_046", "insurance_088_047", "insurance_088_048", "insurance_088_049", "insurance_088_050", "insurance_088_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 Insurance. How may I help you today?", "Hey there. I'm shopping around for some condo insurance and was hoping to get a quote from you guys.", "I'd be happy to help with that.", "Great.", "May I have your first and last name?", "It's Michael Brown.", "Thanks, Michael. Do you mind if I ask you a few questions so we can get your quote started?", "Not at all.", "What's the address for you condo?", "It's forty two thirty three First Street unit three eighty.", "Mm-hmm.", "Pensacola, Florida.", "Okay and the zip code?", "Three two five three five.", "Great. Thank you for that.", "You're welcome.", "What is your date of birth?", "It's July fifteenth nineteen eighty.", "Great and do you know the estimated value of the condominium?", "It's around four hundred twenty two thousand.", "Awesome. When were you looking for the policy to start?", "My policy with my current insurance ends on August first so I would need this one to start August second.", "Okay great. Give me just a moment to enter this information and I should have some numbers for you, okay?", "Sure.", "Alright so we have two very good options for you today.", "Okay.", "We have the Condo Basic and the Condo Preferred plans.", "What do they cover?", "The Condo Basic covers all of your expenses in the event of a disaster and it covers seventy five percent of the value of your belongings.", "Okay and the Condo Preferred?", "It covers the same as the basic but you also get replacement housing assistance in the form of us paying for a hotel room if you cannot occupy your condo.", "What's the price difference?", "The Condo Basic costs five hundred per year.", "Okay.", "And the Condo Preferred costs six hundred per year.", "That's not bad at all.", "No sir. For just a little bit more you could have hotel costs reimbursed.", "Yeah I like that.", "Would you like me to put you in touch with an agent to get you started?", "I can't right now but they can call me tomorrow.", "Okay perfect. What's a good number to reach you at?", "It's going to be eight five zero three two two four seven six two.", "Perfect, and what's a good time to reach out to you?", "Probably around three.", "Great. We will have someone call you then.", "Awesome. Thank you.", "You're welcome. Was there anything else we could do for you today?", "No I think that's it.", "Perfect. Enjoy your day sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_089_000", "insurance_089_001", "insurance_089_002", "insurance_089_003", "insurance_089_004", "insurance_089_005", "insurance_089_006", "insurance_089_007", "insurance_089_008", "insurance_089_009", "insurance_089_010", "insurance_089_011", "insurance_089_012", "insurance_089_013", "insurance_089_014", "insurance_089_015", "insurance_089_016", "insurance_089_017", "insurance_089_018", "insurance_089_019", "insurance_089_020", "insurance_089_021", "insurance_089_022", "insurance_089_023", "insurance_089_024", "insurance_089_025", "insurance_089_026", "insurance_089_027", "insurance_089_028", "insurance_089_029", "insurance_089_030", "insurance_089_031", "insurance_089_032", "insurance_089_033", "insurance_089_034", "insurance_089_035", "insurance_089_036", "insurance_089_037", "insurance_089_038", "insurance_089_039", "insurance_089_040", "insurance_089_041", "insurance_089_042", "insurance_089_043", "insurance_089_044", "insurance_089_045", "insurance_089_046", "insurance_089_047", "insurance_089_048", "insurance_089_049", "insurance_089_050", "insurance_089_051", "insurance_089_052", "insurance_089_053", "insurance_089_054", "insurance_089_055" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Yes I need to file a claim for a doctor visit.", "Okay. I'd be more than happy to assist you with that today. May I have your first and last name?", "It's Rita Armstrong.", "Thank you, Rita. Do you happen to know your customer ID?", "Yes let me get it out of my purse. Hang on.", "Okay. Take your time.", "Okay it's one two three four five six seven eight.", "Perfect. Thank you for that.", "You're welcome.", "For security purposes can you tell me your date of birth?", "It's January eighth nineteen sixty two.", "Perfect. I've got your information pulled up here.", "Great.", "To start the claim I'll just need your group number from your insurance card.", "Okay. it's three seven nine three B.", "Thank you. Can you tell me the name of the person insured?", "It's my husband Duke Armstrong.", "Thank you. do you have any additional insurance, Rita?", "What do you mean?", "Like do you have any insurance just in your name, maybe from like another employer?", "Oh! No just this kind.", "Okay no problem. We just always check because if we can't cover all of it another insurance company can sometimes pick it up.", "Oh okay.", "What doctor did you go to?", "It was Doctor King.", "Perfect. And what was the reason for the visit?", "It was an annual check up.", "How much was the total bill?", "Hang on and let me go get it.", "Okay.", "It was four hundred seventy two dollars.", "And how much did you pay out of pocket?", "I paid them fifty dollars.", "Thank you for that information.", "You're welcome.", "We have your email as Rita underscore Armstrong sixty six at gmail dot com as your email. Is that correct?", "Yes that's me.", "Okay great. I'm going to send you a link to upload the bill from the doctor and the receipt where you paid so we can get this processed for you.", "Okay.", "Can you verify that you received that email?", "Yes. It looks like I have it right here.", "Great. All you'll have to do now is follow that link. It'll ask you to upload those documents.", "Can I just take a picture of them on my phone?", "Yes. You should be able to follow that link using your phone and then just snap a photo of them.", "Oh okay. That seems easy enough.", "Yes. Just make sure they're legible because if they're not it may cause a delay in payment.", "I can do that.", "Great. Was there anything else I could do for you today?", "No. I think that's all.", "Awesome. There will be a brief survey after I disconnect that will ask you about your experience today. Do you mind filling that out?", "No I don't mind.", "Great. It'll start as soon as I disconnect.", "Okay.", "Have a great day, goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_090_000", "insurance_090_001", "insurance_090_002", "insurance_090_003", "insurance_090_004", "insurance_090_005", "insurance_090_006", "insurance_090_007", "insurance_090_008", "insurance_090_009", "insurance_090_010", "insurance_090_011", "insurance_090_012", "insurance_090_013", "insurance_090_014", "insurance_090_015", "insurance_090_016", "insurance_090_017", "insurance_090_018", "insurance_090_019", "insurance_090_020", "insurance_090_021", "insurance_090_022", "insurance_090_023", "insurance_090_024", "insurance_090_025", "insurance_090_026", "insurance_090_027", "insurance_090_028", "insurance_090_029", "insurance_090_030", "insurance_090_031", "insurance_090_032", "insurance_090_033", "insurance_090_034", "insurance_090_035", "insurance_090_036", "insurance_090_037", "insurance_090_038", "insurance_090_039", "insurance_090_040", "insurance_090_041", "insurance_090_042", "insurance_090_043", "insurance_090_044", "insurance_090_045", "insurance_090_046", "insurance_090_047", "insurance_090_048", "insurance_090_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": [ "Good morning. Thank you for calling Rivertown Insurance. My name is Susan how may I help you?", "Hi Susan, my name is Jane. I need to add a dependent to my insurance plan.", "Ok Susan. I can take care of that for you. First, may I get your full name and policy number?", "Yep, my full name is Susan Jones and let me see here there it is. My policy number is three six two nine nine eight seven.", "Thank you susan. I'll just pull up your file, please hold a moment.", "Okay.", "Alright, I have your file here. You want to add a dependant to you policy? Is that correct?", "Yes, we just had a baby, so I need to get her added to the plan", "Congratulations! a boy or a girl?", "A girl! we were hoping for a girl. As you can see we've had three boys. Rolled the dice one last time and won! ", "Well, she'll have lots of big brothers to watch out for her.", "I'm sure she'll end up ruling the roost.", "Okay Susan, lets get her added, we'll start with her name.", "Sure, her full name is Stevie Lynne Jones.", "Could you spell that for me?", "Yep s. t. e. v. i. e. middle name l.y. n. n. e. and Jones conventional spelling on that j. o. n. e. s.", "Stevie for a girl, that's unusual.", "Yeah, we are big Stevie Nicks fans ", "Okay, and her birthdate?", "July one st twenty twenty-one.", "Alright then, so she will be enrolled on your plan as of her birthdate. With the same coverages.", "Perfect. Thank you. Will there be an increase in the premium?", "No, you already have the Family Coverage, once you had the first child, your premiums don't increase with additional child dependants.", "Okay, good. I knew there wasn't an increase for the boys, but I wasn't sure how many we could add before we jumped up to being a big family or something like that.", "I'd say you're definitely a big family now, but there are no limits on how big you get.", "I think we're done.", "So the paperwork will be submitted today and you'll receive the documents by email. Is sjones at gmail dot com still the correct email address?", "Yep, that's the one.", "Great. Thank you. You will receive her identy card in the next week or so with her ID number. If you need to use the plan before you receive the card just use your card. There is a one month grace period for that.", "Okay, I wondered, good. She has a checkup next Tuesday.", "No problem at all. The coverage will be in place.", "Good. Okay. I think that's it then? Do you need any more information?", "Let me just quickly check everything. One moment.", "Okay", "While I have you on the phone, I'll just confirm you're at the same address. I have you at one two five Grand Street, Summervill PA. Is that correct?", "Yep. still there.", "and your zipcode is seven seven four nine three eight?", "oh? jeez, no. It's seven seven four nine three six. Has that been wrong all this time? I never noticed on the mail, it always seemed to get here.", "I'll change that right now. I'm surprised the mail got there too.", "Thank you, I'm glad you checked that.", "Okay, that's all changed.", "Okay, any other details?", "I'll just confirm your phone number, and that should be it.", "No problem. three oh five eight eight four nine six two seven. That's my mobile number, we've cancelled the land line a few years ago.", "Yes, that's the one I have. So that's it. All done. Did you have any questions?", "Nope. I'm good. Thanks for your help.", "My pleasure. Congratulations again. Thank you for using Rivertown Insurance and have a great rest of your day.", "You too! It's a lovely day. I'll get out for a walk", "Good idea! Have a great day Susan. Bye bye", "Thanks! Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_091_000", "insurance_091_001", "insurance_091_002", "insurance_091_003", "insurance_091_004", "insurance_091_005", "insurance_091_006", "insurance_091_007", "insurance_091_008", "insurance_091_009", "insurance_091_010", "insurance_091_011", "insurance_091_012", "insurance_091_013", "insurance_091_014", "insurance_091_015", "insurance_091_016", "insurance_091_017", "insurance_091_018", "insurance_091_019", "insurance_091_020", "insurance_091_021", "insurance_091_022", "insurance_091_023", "insurance_091_024", "insurance_091_025", "insurance_091_026", "insurance_091_027", "insurance_091_028", "insurance_091_029", "insurance_091_030", "insurance_091_031", "insurance_091_032", "insurance_091_033", "insurance_091_034", "insurance_091_035", "insurance_091_036", "insurance_091_037", "insurance_091_038", "insurance_091_039", "insurance_091_040", "insurance_091_041", "insurance_091_042", "insurance_091_043", "insurance_091_044", "insurance_091_045", "insurance_091_046", "insurance_091_047", "insurance_091_048", "insurance_091_049", "insurance_091_050", "insurance_091_051", "insurance_091_052", "insurance_091_053", "insurance_091_054", "insurance_091_055", "insurance_091_056", "insurance_091_057", "insurance_091_058", "insurance_091_059", "insurance_091_060", "insurance_091_061" ], "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" ], "utterance": [ "Hello may I speak with David Green, please?", "May I ask who is calling?", "This is John Brown, I'm an agent with Rivertown Insurance following up with you on a request to enroll in an auto insurance plan.", "Oh okay. This is David.", "Great! How are you doing today?", "I'm good so far. How are you?", "I'm doing well. So our rep told me that you were interested in signing up for our Complete Auto plan, is that correct?", "Yes that'd be great.", "Perfect. I just need to collect some basic information from you before we can get started. Is that okay?", "That's fine.", "Perfect. I have two five one three six three four seven two four listed as your preferred number. Is that still accurate?", "Yes it is.", "And David underscore Green at gmail dot com as your preferred email?", "Yes.", "Great. What is your social security number and date of birth?", "It's four three seven two four two two three two.", "Mm-hmm.", "Date of birth is three seven ninety.", "Awesome. Thanks for that.", "You're welcome.", "What is the best street address for you?", "Okay it's going to be four five nine Spring Street.", "Okay.", "Century, Florida.", "Mm-hmm.", "Three two five three five.", "Perfect. To finalize your profile I'll just need to create a security question for you.", "Oh let's use my mother's maiden name. That's what I use on everything and it'll be easier to remember.", "I definitely understand. I always use my pet's name that way I don't forget.", "Yeah it's sad we have to do that with all the criminals in the world.", "Yes but it's good we have an added layer of protection.", "That's true.", "What would you like the answer to be?", "it's Jones.", "Great. I have that recorded. Did you have any questions about the Complete Auto plan before I finalized your enrollment?", "Yeah do I get any discounts for paying annually compared to if I broke it up into installments?", "Yes actually you save about thirty six dollars a year because of processing fees.", "Okay. Then that's the way I want to go then.", "We can definitely do that.", "Great.", "Perfect. Your total comes out to be two thousand dollars even.", "Great can I pay over the phone?", "Absolutely. I'll just need your debit or credit card number, your expiration date, and your CVV code.", "Okay hang on and let me get it.", "Take your time.", "Okay I have it ready.", "Perfect. What's that card number?", "It's one two three four five six seven eight eight seven six five #four two three three.", "Okay and the expiration date?", "It's twelve twenty four and the security code is one two three.", "Perfect. So to confirm we are enrolling you in the Complete Auto plan and making a one time payment of two thousand dollars. Do you accept?", "Yes.", "Great. I've gone ahead and got that processed for you. Was there anything else I can do?", "Yeah when will I get proof of insurance?", "In your confirmation email there will be information on how to log in to our website to print proof immediately otherwise it will come in the mail.", "Oh okay. That's good.", "Anything else, sir?", "That's all.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_092_000", "insurance_092_001", "insurance_092_002", "insurance_092_003", "insurance_092_004", "insurance_092_005", "insurance_092_006", "insurance_092_007", "insurance_092_008", "insurance_092_009", "insurance_092_010", "insurance_092_011", "insurance_092_012", "insurance_092_013", "insurance_092_014", "insurance_092_015", "insurance_092_016", "insurance_092_017", "insurance_092_018", "insurance_092_019", "insurance_092_020", "insurance_092_021", "insurance_092_022", "insurance_092_023", "insurance_092_024", "insurance_092_025", "insurance_092_026", "insurance_092_027", "insurance_092_028", "insurance_092_029", "insurance_092_030", "insurance_092_031", "insurance_092_032", "insurance_092_033", "insurance_092_034", "insurance_092_035", "insurance_092_036", "insurance_092_037", "insurance_092_038", "insurance_092_039", "insurance_092_040", "insurance_092_041", "insurance_092_042", "insurance_092_043", "insurance_092_044", "insurance_092_045", "insurance_092_046", "insurance_092_047", "insurance_092_048", "insurance_092_049", "insurance_092_050", "insurance_092_051", "insurance_092_052", "insurance_092_053", "insurance_092_054", "insurance_092_055" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Yes my name is Jack and I got a flyer for you guys saying that you offere homeowner's insurance in my area and I just wanted to see what you could offer me.", "I'd be happy to help you out with that Jack.", "Great.", "Do you mind giving me your last name?", "It's Hall.", "Thanks for that. To get you an accurate homeowner's quote I'll just need to ask you a few questions.", "That's fine.", "What is the address of the home?", "It's three two two First Street, Pensacola, Florida three two five zero one.", "And your date of birth?", "It's July second nineteen eighty two.", "Perfect. What is the estimated value of the home?", "It was recently appraised at four hundred thirty two thousand.", "Great. Now we do have a couple of different options here for you based on what you're looking for as far as coverage goes.", "Okay.", "We have a Basic Home plan that costs twelve hundred per year. It covers your property and some of your personal belongings and the wind deductible is ten percent of the repairs estimated.", "What else?", "The next one is the Preferred Home plan. It costs sixteen hundred per year. It covers your property, eighty percent of your personal belongings value, and the wind deductible is four thousand dollars.", "Okay and the is there more?", "Yes. The last one we have is the Complete Home plan. It's two thousand per year and it covers all of your personal belongings and the wind deductible is only one thousand.", "That one sounds the best for what I need.", "Great. Would you like to go ahead and enroll?", "I have a couple more questions first.", "Okay great. What can I answer for you?", "Do you guys offer monthly plans or do you have to pay at one time?", "You can choose to pay monthly or annually.", "And are there any extra charges for paying monthly?", "Yes there is a ten dollar processing fee for every monthly payment.", "That's not too bad.", "No sir it's competitive for the market.", "Yes. Also do you guys have a way to like just take it out of my you know bank account?", "Yes we do offer automatic billing where you don't have to think about it.", "And if I buy a policy will it be effective like immediately or is there a waiting period?", "It would be effective on the day you pay for the policy.", "Okay.", "Was there anything else I could answer for you?", "No. I think I want to go ahead with it.", "Okay great. Do you prefer for the agent to call you or contact you by email?", "Let me give you both just in case I can't get to my phone when they call.", "Okay. What is your phone number?", "It's two five one three two two four seven six eight.", "Okay and your email?", "It's steelers fan sixty two at gmail dot com.", "Thank you is there a certain time you'd like them to call?", "Can they call me today at four p.m.?", "Yes it looks like I have an agent available to call you then.", "Great.", "Okay so to confirm I will have an agent call you at four p.m. at the number ending in four seven six eight to enroll you in one of our homeowner plans.", "Yes.", "Great. Was there anything else I could do for you?", "No that's all.", "Okay. Enjoy the rest of your day sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_093_000", "insurance_093_001", "insurance_093_002", "insurance_093_003", "insurance_093_004", "insurance_093_005", "insurance_093_006", "insurance_093_007", "insurance_093_008", "insurance_093_009", "insurance_093_010", "insurance_093_011", "insurance_093_012", "insurance_093_013", "insurance_093_014", "insurance_093_015", "insurance_093_016", "insurance_093_017", "insurance_093_018", "insurance_093_019", "insurance_093_020", "insurance_093_021", "insurance_093_022", "insurance_093_023", "insurance_093_024", "insurance_093_025", "insurance_093_026", "insurance_093_027", "insurance_093_028", "insurance_093_029", "insurance_093_030", "insurance_093_031", "insurance_093_032", "insurance_093_033", "insurance_093_034", "insurance_093_035", "insurance_093_036", "insurance_093_037", "insurance_093_038", "insurance_093_039", "insurance_093_040", "insurance_093_041", "insurance_093_042", "insurance_093_043", "insurance_093_044", "insurance_093_045", "insurance_093_046", "insurance_093_047", "insurance_093_048", "insurance_093_049", "insurance_093_050", "insurance_093_051", "insurance_093_052", "insurance_093_053", "insurance_093_054", "insurance_093_055", "insurance_093_056", "insurance_093_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hi yes. My name is Jasmine Glover and I need to get proof of insurance sent to me.", "Hi Jasmine. I'd be happy to help with that. Do you have your customer number?", "No I don't. I'm sorry.", "That's okay. We can verify you a different way.", "Perfect.", "May I have your date of birth please?", "It's one twenty two nineteen eighty four.", "Thank you for that. I will also need your full social and the phone number on the account.", "My social is one two three four five six seven eight nine and what else did you need?", "The phone number on the account.", "Oh. It's two five one three seven nine one two three four.", "Perfect. Thank you for that, Jasmine. For security purposes can you tell me your mother's maiden name?", "Yes it's Green.", "Thank you. I've got your account pulled up here. Which policy were you needing proof for?", "The auto policy I have.", "Okay. I can definitely do that for you. Would you like it mailed, texted, or sent by email?", "Can I do mail and email?", "Yes we can do that for you. We have your email as Jasmine Glover eighty four at gmail dot com. Is that still correct?", "No actually it should be Jasmine Glover designs at gmail dot com now.", "Okay. I will get that updated. Can you also verify your address for me?", "Yes. It's one two three Pineapple Lane Brewton Alabama three six four four one.", "That's Pineapple as one word or two?", "It's one word. p. i. n. e. a. p. p. l. e.", "Great thank you.", "How long does it take to get the proof?", "The email should go out automatically and the physical copy you should receive in two business days.", "Okay. is it sent by like regular mail or FedEx?", "We will FedEx it to you. I will have a tracking number for you shortly.", "Great. Is there a cost for that?", "Yes. It's seven ninety nine for two day delivery. Is that okay?", "That's fine.", "How would you like to pay today? Card or bank account?", "I can use my card. What do you need from it?", "I'll just need the sixteen digit card number, the security code and the expiration date.", "Hang on and let me get it out of my purse.", "Take your time.", "Okay it's one two three four five six seven eight nine nine nine nine.", "Great. And the expiration date and security code on the back?", "It's twelve twenty four and the security code is one two three.", "Okay thank you. To confirm we're going to do a one time charge of seven dollars and ninety nine cents for the expedited delivery of your proof of insurance.", "Yes. I confirm.", "Thank you. I have that processed for you. Can you verify that you received the email.", "Yes. Let me get logged in really quick.", "No worries.", "Yes I got it.", "Great! Are you ready for the tracking number?", "Yes. Go ahead.", "It's three three four four five five six six seven seven.", "I got it. Thank you!", "You're welcome. Was there anything else I could do for you today?", "No I think that's all.", "Perfect. There will be a brief survey after the call to rate your experience. Do you mind holding to take it?", "That's fine.", "Great. It'll start right after I disconnect.", "Okay.", "Have a great day. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_094_000", "insurance_094_001", "insurance_094_002", "insurance_094_003", "insurance_094_004", "insurance_094_005", "insurance_094_006", "insurance_094_007", "insurance_094_008", "insurance_094_009", "insurance_094_010", "insurance_094_011", "insurance_094_012", "insurance_094_013", "insurance_094_014", "insurance_094_015", "insurance_094_016", "insurance_094_017", "insurance_094_018", "insurance_094_019", "insurance_094_020", "insurance_094_021", "insurance_094_022", "insurance_094_023", "insurance_094_024", "insurance_094_025", "insurance_094_026", "insurance_094_027", "insurance_094_028", "insurance_094_029", "insurance_094_030", "insurance_094_031", "insurance_094_032", "insurance_094_033", "insurance_094_034", "insurance_094_035", "insurance_094_036", "insurance_094_037", "insurance_094_038", "insurance_094_039", "insurance_094_040", "insurance_094_041", "insurance_094_042", "insurance_094_043", "insurance_094_044", "insurance_094_045", "insurance_094_046", "insurance_094_047", "insurance_094_048", "insurance_094_049", "insurance_094_050", "insurance_094_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": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hi I got a notice in the mail saying I was past due. I must have forgot to send you guys a check this month. I need to go ahead and fix that if you can help me please.", "I'd be happy to help with that.", "Great.", "May I have your first and last name please?", "It's Karen Jenkins.", "Thank you, Karen. Do you know your customer ID?", "I don't off the top of my head.", "It should be on the letter your received in the mail. Do you still have that?", "I sure do. Hang on and let me grab it.", "Perfect. Take your time.", "Is it the one that starts with the number one?", "Yes it is.", "Okay it's one two three seven two four five nine.", "Perfect and can you verify your date of birth for me?", "Sure it's June ninth nineteen eighty two.", "Thank you for that.", "No problem.", "So it looks like you are past due by just a few days so there were no late fees on the account.", "Oh thank goodness.", "Would you like to go ahead and pay by phone?", "Is there an extra charge?", "No ma'am there is no charge to pay by phone with me.", "Then yeah let's go ahead and do that.", "Okay how would you like to pay today?", "You guys take checks?", "Yes ma'am we can use your bank account information.", "Okay let's do that.", "Okay great. I'll just need your account number and routing number, please.", "Alright then my routing number is two six three two eight one six nine five.", "Mm-hmm.", "The account number is one two zero zero zero zero two six three two two four.", "Perfect and you said this was a checking account?", "Yes it is.", "And Karen, we have your email on file as boy mom three two four and gmail dot com. Is that still accurate?", "Yes.", "Great so to confirm we're going to make a one time payment in the amount of two hundred forty two dollars from the account ending in one six nine five.", "Yes.", "Alright I've gone ahead and made that payment for you and sent you a confirmation to your email.", "Great when is the next one due?", "It will be due on August twenty fourth.", "Okay awesome. Thank you so much.", "You're very welcome. Was there anything else I could do for you today?", "No I think that's all for now.", "Good deal. There will be a brief survey at the end of the call to rate your experience today. Would you like to participate?", "Sure.", "Great the survey will start as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_095_000", "insurance_095_001", "insurance_095_002", "insurance_095_003", "insurance_095_004", "insurance_095_005", "insurance_095_006", "insurance_095_007", "insurance_095_008", "insurance_095_009", "insurance_095_010", "insurance_095_011", "insurance_095_012", "insurance_095_013", "insurance_095_014", "insurance_095_015", "insurance_095_016", "insurance_095_017", "insurance_095_018", "insurance_095_019", "insurance_095_020", "insurance_095_021", "insurance_095_022", "insurance_095_023", "insurance_095_024", "insurance_095_025", "insurance_095_026", "insurance_095_027", "insurance_095_028", "insurance_095_029", "insurance_095_030", "insurance_095_031", "insurance_095_032", "insurance_095_033", "insurance_095_034", "insurance_095_035", "insurance_095_036", "insurance_095_037", "insurance_095_038", "insurance_095_039", "insurance_095_040", "insurance_095_041", "insurance_095_042", "insurance_095_043", "insurance_095_044", "insurance_095_045", "insurance_095_046", "insurance_095_047", "insurance_095_048", "insurance_095_049", "insurance_095_050", "insurance_095_051", "insurance_095_052", "insurance_095_053", "insurance_095_054", "insurance_095_055" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance. How may I assist you today?", "Yeah I think I've locked myself out of my account online. I can't remember the password.", "Oh no. I'm sorry to hear that. I'll be more than happy to assist you with that.", "Great.", "May I have your first and last name?", "It's Jack Crenshaw.", "Thank you, Jack. Do you know your customer ID?", "Yes it's one two three four five six seven eight.", "Thank you for that and now I just need your date of birth.", "It's the eighth of October nineteen sixty nine.", "Great. Now since we are reseting your password I'll need the answer to your security question.", "Okay.", "What is your mother's maiden name?", "It's Singleton.", "Thank you. Alright so I do see here that the account has been locked due to too many attempts with an incorrect password.", "Yeah I've tried everything I can think of.", "No problem. It's a pretty simple fix.", "That's good to hear.", "I will need to send you a reset password link.", "Okay.", "Is Jack underscore Crenshaw sixty nine at hotmail dot com still a good email?", "Yes it is.", "Okay. I've gone ahead and sent that out to you. Can you verify that you've received it?", "Hang on and let me get logged in.", "Take your time.", "Yes I've got it.", "Great. Now you'll click the link in the email and it should open a new tab and ask you for some basic information.", "Okay. Let's see. It looks like it's going there.", "Great. Now fill in the requested information.", "Okay.", "Is everything filled in?", "Yes.", "Great now you'll just select next on the bottom right of the screen.", "Okay it says select new password.", "Great. So you'll just create a new password. It has to have at least one capital letter, a number, and a symbol.", "Okay.", "Just let me know when you've got that.", "Okay.", "Still doing okay?", "Yes I changed it.", "Great. Now let's go back to the homepage to see if you can get logged in with the new password.", "Okay.", "Were you able to log in?", "I sure was! Thank you so much.", "You're very welcome. Was there anything else I could do for you today?", "No, I think that was everything I needed for right now.", "Great. Also, remember that you can change your password anytime by selecting forgot my password on the homepage.", "Oh that's good to know.", "Yes sir. There will be a brief survey at the end of this call to rate your experience today.", "Okay.", "Please hold for the survey after I disconnect.", "Okay.", "Have a great day, sir.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_096_000", "insurance_096_001", "insurance_096_002", "insurance_096_003", "insurance_096_004", "insurance_096_005", "insurance_096_006", "insurance_096_007", "insurance_096_008", "insurance_096_009", "insurance_096_010", "insurance_096_011", "insurance_096_012", "insurance_096_013", "insurance_096_014", "insurance_096_015", "insurance_096_016", "insurance_096_017", "insurance_096_018", "insurance_096_019", "insurance_096_020", "insurance_096_021", "insurance_096_022", "insurance_096_023", "insurance_096_024", "insurance_096_025", "insurance_096_026", "insurance_096_027", "insurance_096_028", "insurance_096_029", "insurance_096_030", "insurance_096_031", "insurance_096_032", "insurance_096_033", "insurance_096_034", "insurance_096_035", "insurance_096_036", "insurance_096_037", "insurance_096_038", "insurance_096_039", "insurance_096_040", "insurance_096_041", "insurance_096_042", "insurance_096_043", "insurance_096_044", "insurance_096_045", "insurance_096_046", "insurance_096_047", "insurance_096_048", "insurance_096_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. How may I assist you today?", "Yeah I need to cancel automatic payments. You guys have been overcharging me.", "I'm sorry for the inconvenience. I'd be more than happy to help you out.", "It's more than an inconvenience, you're taking my money.", "I can definitely understand why you'd be frustrated, may I have your first and last name so I can pull up your information?", "It's Sandra Smith.", "Thank you Sandra, do you know your customer ID?", "It's one two three four five six seven eight.", "Perfect, and for security purposes can you verify your date of birth?", "It's January second nineteen seventy nine.", "Great. which policy were you wanting to cancel the automatic payments on?", "The car.", "So your Auto Preferred plan?", "Yes.", "Okay, will the cancellation be permanent or did you just want to stop it temporarily?", "Permanent. You guys can't handle auto pay so I'm going to just have to do it myself.", "Alright. I have your email as sandra says twenty two at gmail dot com. Is that still good?", "Yes.", "Okay, Sandra, I've cancelled your automatic payment permanently effective immediately.", "Great. So this month's payment isn't going to come out automatically?", "No. It has been stopped.", "Great. So who is going to give me my money back for over billing?", "For that I will need to open a case with our billing department so they can look into that for you.", "That's fine.", "Alright can you tell me what month it was that you were over billed?", "You charged me twice in June.", "Did the payments come out on the same day?", "Yes they did.", "What day was that?", "It was June fifteenth. There were two same amount withdrawals.", "Okay, Sandra, I've submitted your case to our billing team and I have a claim number for you whenever you're ready.", "Okay what is it.", "It's one two three four five six seven eight nine nine.", "Fine. When will I hear back about it?", "It usually takes one business day to hear back. Do you prefer phone or email?", "I prefer phone.", "Okay I will make a note of that as well.", "Will I get a copy of what you sent to them?", "Yes. I will go ahead and send you a confirmation email for the case as well.", "Fine.", "Was there anything else I could do for you today?", "When is my next bill due so I know to pay it?", "Your next bill will be due on July thirty first.", "Okay.", "Was there anything else I could answer for you?", "No.", "Okay well I hope you enjoy the rest of your day.", "Whatever.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_097_000", "insurance_097_001", "insurance_097_002", "insurance_097_003", "insurance_097_004", "insurance_097_005", "insurance_097_006", "insurance_097_007", "insurance_097_008", "insurance_097_009", "insurance_097_010", "insurance_097_011", "insurance_097_012", "insurance_097_013", "insurance_097_014", "insurance_097_015", "insurance_097_016", "insurance_097_017", "insurance_097_018", "insurance_097_019", "insurance_097_020", "insurance_097_021", "insurance_097_022", "insurance_097_023", "insurance_097_024", "insurance_097_025", "insurance_097_026", "insurance_097_027", "insurance_097_028", "insurance_097_029", "insurance_097_030", "insurance_097_031", "insurance_097_032", "insurance_097_033", "insurance_097_034", "insurance_097_035", "insurance_097_036", "insurance_097_037", "insurance_097_038", "insurance_097_039", "insurance_097_040", "insurance_097_041", "insurance_097_042", "insurance_097_043", "insurance_097_044", "insurance_097_045", "insurance_097_046", "insurance_097_047", "insurance_097_048", "insurance_097_049", "insurance_097_050", "insurance_097_051", "insurance_097_052", "insurance_097_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I assist you today?", "Yes. I was just in an accident.", "I'm sorry to hear that. Is everyone okay?", "Yes. I just need to report it so I can file a claim once I get it cleared.", "I can definitely assist you with that. Are you in a safe place to answer the questions?", "Yes.", "Great. May I have your first and last name please?", "It's Jared Brown.", "Thank you, Jarod. Do you know your customer ID?", "Hang on it's in my app. Let me get it.", "Take your time.", "It's three two two four seven six eight two.", "And for security purposes can you give me your date of birth?", "It's June second nineteen ninety.", "Great. Now I need a description of what happened.", "Okay I was driving down the road southbound ", "Mm-hmm.", "And I was going through a light and it was green and ", "Okay and this was how long ago?", "about thirty minutes ago.", "Okay. Sorry continue.", "Yeah so I went through the intersection and this car ran the red light and t-boned me.", "Were you able to get their information?", "Yes.", "Great what is their first and last name?", "It's Lisa Sellers.", "And what insurance company do they use?", "Progressive.", "Did you get their policy number?", "Yes it's one two three seven six two four seven two two.", "Great. Did they give you a contact number for them?", "Yes it's three two one four seven five eight six seven seven.", "Thank you for that. Do you have your driver's license number handy?", "Yes it's in my wallet. One second.", "No problem.", "It's three two two four seven six eight four.", "Okay. I have everything recorded here for us.", "Okay. What happens next?", "I'll submit this over to our claims representatives and one of them will reach out to you to start the claim.", "Okay.", "What's a good contact number to reach you at?", "It's two five one three seven six eight two four seven.", "Is there a particular time of day that is best to contact you?", "It's gonna be probably better in the afternoon.", "Okay. I've made a note for that.", "Thank you.", "You're welcome. Was there anything else I could do for you today?", "No that's all.", "Great. I'm glad you're okay.", "Me too.", "Try to enjoy the rest of your day.", "Thank you.", "You're welcome. Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_098_000", "insurance_098_001", "insurance_098_002", "insurance_098_003", "insurance_098_004", "insurance_098_005", "insurance_098_006", "insurance_098_007", "insurance_098_008", "insurance_098_009", "insurance_098_010", "insurance_098_011", "insurance_098_012", "insurance_098_013", "insurance_098_014", "insurance_098_015", "insurance_098_016", "insurance_098_017", "insurance_098_018", "insurance_098_019", "insurance_098_020", "insurance_098_021", "insurance_098_022", "insurance_098_023", "insurance_098_024", "insurance_098_025", "insurance_098_026", "insurance_098_027", "insurance_098_028", "insurance_098_029", "insurance_098_030", "insurance_098_031", "insurance_098_032", "insurance_098_033", "insurance_098_034", "insurance_098_035", "insurance_098_036", "insurance_098_037", "insurance_098_038", "insurance_098_039", "insurance_098_040", "insurance_098_041", "insurance_098_042", "insurance_098_043", "insurance_098_044", "insurance_098_045", "insurance_098_046", "insurance_098_047", "insurance_098_048", "insurance_098_049", "insurance_098_050", "insurance_098_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 Insurance. How may I help you today?", "Yes I need to check the balance on my policy and possibly pay a bill if the payment is due.", "I'd be happy to assist you with that today.", "Great.", "May I have your first and last name please?", "It's Sheila Green.", "Thank you, Sheila. Do you know your customer ID?", "I sure don't. I'm so sorry.", "That's okay. I can look you up a different way using other information.", "Okay. Perfect.", "What's your social security number?", "It's three three three four two seven six two two.", "Thank you, and your date of birth?", "It's four twenty nineteen eighty two.", "Thank you. Do you know the telephone number associated with the account?", "Yes it's two five one three two three four seven six two.", "And for security purposes can you verify your mother's maiden name?", "Sure. It's Caldwell.", "Great. So which policy would you like the balance for?", "The life insurance policy.", "Your Universal Life plan?", "Yes.", "The current balance is one thousand two hundred dollars and a payment of two hundred dollars is due tomorrow.", "Okay great. Can I go ahead and pay that?", "The monthly payment or the remainder of the premium?", "Just the monthly payment.", "Sure thing. How would you like to pay today? Bank account or card?", "Bank account.", "Perfect. I'll just need the routing and account number to start.", "The routing number is two six three two eight one six nine five.", "Okay.", "The account number is one two zero zero zero three six two four five two.", "Thank you. is this a checking or savings account?", "It's a checking account.", "And is your email still sheila underscore green at gmail dot com?", "Yes it is.", "Great. So just to confirm we're going to make a one time payment in the amount of two hundred dollars from the account ending in four five two?", "Yes.", "Alright. I've gone ahead and made that payment and sent a confirmation email to you as well.", "Okay I've been having trouble with my email. Do you mind holding for a second while I see if I got it?", "No problem.", "Okay yeah it looks like I got it.", "Great. Was there anything else I could do for you today?", "No I think that was it for today.", "Awesome. There will be a brief survey to rate your experience today after the call. Would you mind participating?", "Sure why not.", "Okay. It will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance", "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_099_000", "insurance_099_001", "insurance_099_002", "insurance_099_003", "insurance_099_004", "insurance_099_005", "insurance_099_006", "insurance_099_007", "insurance_099_008", "insurance_099_009", "insurance_099_010", "insurance_099_011", "insurance_099_012", "insurance_099_013", "insurance_099_014", "insurance_099_015", "insurance_099_016", "insurance_099_017", "insurance_099_018", "insurance_099_019", "insurance_099_020", "insurance_099_021", "insurance_099_022", "insurance_099_023", "insurance_099_024", "insurance_099_025", "insurance_099_026", "insurance_099_027", "insurance_099_028", "insurance_099_029", "insurance_099_030", "insurance_099_031", "insurance_099_032", "insurance_099_033", "insurance_099_034", "insurance_099_035", "insurance_099_036", "insurance_099_037", "insurance_099_038", "insurance_099_039", "insurance_099_040", "insurance_099_041", "insurance_099_042", "insurance_099_043", "insurance_099_044", "insurance_099_045", "insurance_099_046", "insurance_099_047", "insurance_099_048", "insurance_099_049", "insurance_099_050", "insurance_099_051", "insurance_099_052", "insurance_099_053" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance. How may I help you today?", "Hi there I need to see if a payment has been credited to my account.", "I'd be more than happy to help with that. May I have your first and last name?", "It's Kim Burrows.", "Thank you, Kim. Do you have your customer ID handy?", "Let me see if I can find it real quick.", "Take your time.", "I actually don't have it on me.", "That's okay. We can look you up using other information.", "Great.", "May I have your full social and date of birth?", "It's four two four three nine four seven two two.", "Mm-hmm.", "And date of birth is October twenty nine nineteen ninety four.", "Great, and the phone number associated with the account?", "It's two five one three seven two four nine two two.", "Perfect, and for security purposes can you verify your mother's maiden name?", "It's Rogers.", "Alright, I've got you pulled up here. You wanted to know if a payment has posted to your account, correct?", "Yes.", "Which policy would you like me to check?", "It's the life policy that I'm looking for.", "Let's see. I don't see any recent payments for that policy.", "Then there's a problem because it already came out of my bank account.", "Alright, then we definitely need to let the billing department know.", "Yes.", "What day did the payment clear your bank?", "It was July twenty second.", "Okay. What I will do is go ahead and submit the issue to our billing department. They will research it and find a solution for you.", "Okay.", "We have kim underscore burrows at hotmail dot com. Is that still a good email?", "Yes it is.", "Okay. Please hold for one second while I get this submitted.", "Okay.", "Alright, Kim. I have a claim number for you whenever you're ready.", "Go ahea.", "It's one two three four five six seven eight nine nine.", "Okay.", "I'll go ahead and send an email copy of the information I sent to our billing team so you can see.", "Okay. What's the turnaround time for this usually?", "It usually takes one business day to see a reply on the case.", "Okay. Will I get any late fees because of this?", "You should not be charged any late fees. If you see one on your statement please let our billing team know so they can correct it.", "Okay.", "Was there anything else I could do for you today?", "No I think that's all.", "Okay great. There will be a brief survey after the call to rate your experience today. Would you like to participate?", "Sure.", "Okay, please hold on the line. Once I disconnect the survey will start.", "That's fine.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }