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{ "turn_id": [ "insurance_700_000", "insurance_700_001", "insurance_700_002", "insurance_700_003", "insurance_700_004", "insurance_700_005", "insurance_700_006", "insurance_700_007", "insurance_700_008", "insurance_700_009", "insurance_700_010", "insurance_700_011", "insurance_700_012", "insurance_700_013", "insurance_700_014", "insurance_700_015", "insurance_700_016", "insurance_700_017", "insurance_700_018", "insurance_700_019", "insurance_700_020", "insurance_700_021", "insurance_700_022", "insurance_700_023", "insurance_700_024", "insurance_700_025", "insurance_700_026", "insurance_700_027", "insurance_700_028", "insurance_700_029", "insurance_700_030", "insurance_700_031", "insurance_700_032", "insurance_700_033", "insurance_700_034", "insurance_700_035", "insurance_700_036", "insurance_700_037", "insurance_700_038", "insurance_700_039", "insurance_700_040", "insurance_700_041", "insurance_700_042", "insurance_700_043", "insurance_700_044", "insurance_700_045", "insurance_700_046", "insurance_700_047", "insurance_700_048", "insurance_700_049", "insurance_700_050", "insurance_700_051", "insurance_700_052", "insurance_700_053", "insurance_700_054", "insurance_700_055", "insurance_700_056", "insurance_700_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 this is Danny Green calling from Rivertown Insurance. May I speak with Jared Brown, please?", "This is Jared.", "Hi Jared, we got a notification of an accident that you were in recently and we wanted to go ahead and start the claims process.", "Okay.", "Is now a good time?", "Yes.", "Great. So it looks like I have some information here about the incident but can you tell me what happened just to make sure nothing has changed?", "Yes I was going through an intersection and a lady ran a redlight and hit me.", "Great. Can you verify your customer ID for me?", "Yeah it's three seven six two four seven eight two.", "Thank you and your date of birth?", "It's June second nineteen ninety.", "Perfect. All of that matches what we have here.", "Good.", "What was the exact date of the accident?", "It was July twenty third.", "Do you remember around what time it was?", "It was like eleven thirty.", "In the morning?", "Yes.", "Okay and what is the year make and model of the vehicle you were driving?", "It's a twenty eighteen Toyota Corolla.", "And can you tell me where the accident occurred?", "It was off of South Street in Pensacola Florida.", "Awesome. That should be all I need to go ahead and file this claim for you and start communicating with the other party's insurance.", "So what happens now? My car is pretty bad.", "Great question. We will send an adjuster out to you to take a look at the damage.", "Okay and when will that be?", "It should be in a few days. We have two five one three seven eight four two two four as a good number for you. Is that still correct?", "Yes.", "Okay just keep an ear out because in the next day or so they're going to give you a call to schedule that adjustment.", "Okay.", "I have a claim number for you whenever you're ready.", "Okay let me get some paper.", "Take your time.", "Okay I'm ready.", "It's going to be three two four six seven eight four two three two.", "That's three two four six seven eight four two three two?", "Yes.", "Okay great.", "Was there anything else I could answer for you?", "When do you think I can get it fixed in the shop?", "Once the adjuster takes a look and gets an estimate we should be able to issue a payment once you've paid your deductible.", "How much is my deductible?", "It looks like you were on the Preferred Auto plan which has a five hundred dollar collision deductible.", "And that would have to be paid before you guys issue any money to fix it?", "Yes that's correct.", "Okay.", "What else can I do for you?", "That's all for now.", "Great. There will be a brief survey at the end of this call to rate your experience. Would you like to participate?", "Sure.", "The survey will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_701_000", "insurance_701_001", "insurance_701_002", "insurance_701_003", "insurance_701_004", "insurance_701_005", "insurance_701_006", "insurance_701_007", "insurance_701_008", "insurance_701_009", "insurance_701_010", "insurance_701_011", "insurance_701_012", "insurance_701_013", "insurance_701_014", "insurance_701_015", "insurance_701_016", "insurance_701_017", "insurance_701_018", "insurance_701_019", "insurance_701_020", "insurance_701_021", "insurance_701_022", "insurance_701_023", "insurance_701_024", "insurance_701_025", "insurance_701_026", "insurance_701_027", "insurance_701_028", "insurance_701_029", "insurance_701_030", "insurance_701_031", "insurance_701_032", "insurance_701_033", "insurance_701_034", "insurance_701_035", "insurance_701_036", "insurance_701_037", "insurance_701_038", "insurance_701_039", "insurance_701_040", "insurance_701_041", "insurance_701_042", "insurance_701_043", "insurance_701_044", "insurance_701_045", "insurance_701_046", "insurance_701_047", "insurance_701_048", "insurance_701_049", "insurance_701_050", "insurance_701_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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi, thank you for calling Rivertown Insurance. My name is Brad. How may I be of assistance?", "Hi Brad, my name is Melissa. How's your day going?", "I'm having a great day. Thanks for asking. How about you Melissa?", "I'm having a pretty eventful day.", "Sounds good. So how may I help you today Melisa?", "I need to change my address. I recently moved from my previous residence so I'm gonna need my address updated to my current residence.", "Okay Melissa. I'm gonna be requesting some information for you so I can verify your identity.", "Oh okay.", "Can you please provide your customer number?", "Hold on just a sec. let me get it.", "Sure, please take your time.", "Here we go. It's five nine one", "Five nine one", "Three six four", "Three six four", "Three one.", "Three one. So that's five nine one three six four three one?", "perfect.", "Please provide your first name and last name.", "Melissa Krantz", "Please provide your birth date.", "okay. My date is the fourth of June, nineteen seventy four.", "Please provide your previous address you wanna change.", "okay so it's five seven one Philips Boulevard Connecticut.", "and the zip code?", "hold on a second I'm gonna have to check that.", "Take your time.", "Got it. It's seven five three one one.", "Perfect. Now may I have your new address and zip code?", "It's one five three one Queens drive Connecticut.", "One five three one Queens drive Connecticut.", "Perfect.", "And the zip code?", "Zip code seven nine eight one eight.", "Seven nine eight one eight.", "Oh sorry, my zipcode is actually seven nine eight one three. do pardon my bad eyes.", "Seven nine eight one three. Gotcha", "Okay done. Your address has been updated. Is there anything else I can help you with?", "Yes I recently got a pet and I wanna know if my cute baby girl can be insured?", "Of course, we've got policy coverage for pets.", "Great! Can you forward a quote and all the information I'm gonna need to my mail. I'm running late on an appointment.", "Will do that right away. The mail will be forwarded to the email address attached to your account.", "Perfect.", "That's Melissa Krantz five five at Gmail dot com.", "Perfect.", "Anything else I can help you with?", "Mhm that'll be all for now.", "Thank you for choosing Rivertown Insurance", "Thank you Brad, you're such a helpful man.", "It's a pleasure. Do enjoy the rest of your day.", "I sure will Brad! Such a sweet man. Bye!", "Bye Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_702_000", "insurance_702_001", "insurance_702_002", "insurance_702_003", "insurance_702_004", "insurance_702_005", "insurance_702_006", "insurance_702_007", "insurance_702_008", "insurance_702_009", "insurance_702_010", "insurance_702_011", "insurance_702_012", "insurance_702_013", "insurance_702_014", "insurance_702_015", "insurance_702_016", "insurance_702_017", "insurance_702_018", "insurance_702_019", "insurance_702_020", "insurance_702_021", "insurance_702_022", "insurance_702_023", "insurance_702_024", "insurance_702_025", "insurance_702_026", "insurance_702_027", "insurance_702_028", "insurance_702_029", "insurance_702_030", "insurance_702_031", "insurance_702_032", "insurance_702_033", "insurance_702_034", "insurance_702_035", "insurance_702_036", "insurance_702_037", "insurance_702_038", "insurance_702_039", "insurance_702_040", "insurance_702_041", "insurance_702_042", "insurance_702_043", "insurance_702_044", "insurance_702_045", "insurance_702_046", "insurance_702_047", "insurance_702_048", "insurance_702_049", "insurance_702_050", "insurance_702_051", "insurance_702_052", "insurance_702_053", "insurance_702_054", "insurance_702_055", "insurance_702_056", "insurance_702_057", "insurance_702_058", "insurance_702_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. How may I help you today?", "Yes my name is John and I've been a customer a while with you guys. I was wondering if I get any discounts from changing my bill from monthly to yearly?", "Hi John. I can definitely help with that. May I have your last name and customer number please?", "It's Brown and I have no idea what that number is.", "That's okay. I can look you up using different information.", "Okay.", "Can you verify your social and your date of birth please?", "It's four two four three nine one two three four.", "Okay.", "And my date of birth is one twenty nine seventy two.", "Perfect. Thank you for that information.", "You're welcome.", "What is the phone number associated with the account?", "It's eight five zero two nine one three seven six four.", "Thank you sir. And for security purposes can you verify your mother's maiden name?", "Yeah it's Green g. r. e. e. n.", "Perfect. So you were wondering if you get any price discounts for paying annually instead of monthly?", "That's correct.", "Okay let me see what I can find out for you. One moment please.", "No problem.", "It looks like you would save one hundred eight dollars annually because you wouldn't be paying the monthly processing fee.", "Oh! That's a pretty nice savings.", "Yes sir. A lot of our customers like paying that way for the savings and the ease of not having to pay every month.", "Well let's do that.", "Okay sir. To confirm we're going to be changing from monthly to annually is that correct?", "Yes.", "Okay your remaining balance of three hundred twenty two dollars will be due upon the change. Is that okay?", "Yes that's fine.", "Great! I've gone ahead and made that change for you.", "Thank you.", "Is your email still John Brown thirty four and hotmail dot com?", "Yes it is.", "Great. And how would you like to pay today? By check or card?", "Hang on. Let me see if I have my card in my wallet.", "No problem, sir. Take your time.", "I actually don't have it with me. How else did you say I could pay?", "You can also pay with your bank account.", "Okay what do you need for that?", "I'll need your routing number your account number and what type of account it is.", "Let me see if that's in my bank app.", "Okay sir. Let me know when you're ready.", "Okay I've got it.", "Perfect! What is the nine digit routing number for the account?", "It's one two three four five six seven eight nine.", "Thank you for that. And the account number and account type?", "It's a checking account and the account number is one two three four five six seven eight nine.", "Thank you, sir. Just to confirm we are making a one time charge of three hundred twenty two dollars to the account ending in seven eight nine.", "That's correct.", "Okay! I've updated your billing frequency and took the payment for your remaining balance.", "Great! Can you tell me when I'll have to pay again?", "Yes. Your policy is set to renew on January second and the bill will be due upon renewal.", "Okay.", "Was there anything else I could do for you today?", "No that was it.", "Great there will be a brief survey at the end of the call to rate your experience. Would you be interested in completing that?", "Sure.", "Perfect. Just stay on the line It'll come on right after I disconnect.", "Okay.", "Have a good day sir. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_703_000", "insurance_703_001", "insurance_703_002", "insurance_703_003", "insurance_703_004", "insurance_703_005", "insurance_703_006", "insurance_703_007", "insurance_703_008", "insurance_703_009", "insurance_703_010", "insurance_703_011", "insurance_703_012", "insurance_703_013", "insurance_703_014", "insurance_703_015", "insurance_703_016", "insurance_703_017", "insurance_703_018", "insurance_703_019", "insurance_703_020", "insurance_703_021", "insurance_703_022", "insurance_703_023", "insurance_703_024", "insurance_703_025", "insurance_703_026", "insurance_703_027", "insurance_703_028", "insurance_703_029", "insurance_703_030", "insurance_703_031", "insurance_703_032", "insurance_703_033", "insurance_703_034", "insurance_703_035", "insurance_703_036", "insurance_703_037", "insurance_703_038", "insurance_703_039", "insurance_703_040", "insurance_703_041", "insurance_703_042", "insurance_703_043", "insurance_703_044", "insurance_703_045", "insurance_703_046", "insurance_703_047", "insurance_703_048", "insurance_703_049", "insurance_703_050", "insurance_703_051", "insurance_703_052", "insurance_703_053", "insurance_703_054", "insurance_703_055", "insurance_703_056", "insurance_703_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 assist you today?", "Hey I would like to see if you guys have an agent near me. I've been interested in moving my policies to you guys but I need to know if there's someone close to me.", "I'd be happy to help with hat.", "Great.", "May I have your first and last name please?", "It's Kasey Sellers.", "Thank you, Kasey.", "You're welcome.", "While you have me on the line, would you like me to go ahead and quote you for some of the policies so you don't have to go in person?", "No I really prefer to do everything in person or with someone local.", "I can understand. Keep in mind that we have online options as well.", "That's fine. I just really want to find the nearest agent.", "Not a problem at all.", "Great.", "What is your zip code so I can look that up for you?", "It's three two five three five.", "Perfect. Give me just a moment to enter that in and see who all is near.", "Okay.", "Alright it looks like we have a couple of different options for you.", "Great.", "We have Samantha Jones she is in our Myrtle Grove office in Pensacola.", "Okay who else?", "We have John Samson and it looks like he's in our Cantonment office.", "Do you have anyone closer to the Pace area? I will be over there most of the week.", "What is the zip code for that area?", "Hang on and let me look. I don't know it off the top of my head.", "Take your time.", "Okay it's three two five seven one.", "Alright let's see who is over ther ", "And preferably someone who is open after five.", "Okay. I have Jason Brown in our Pace office.", "Okay and how late are they open?", "It says until seven. I would recommend allowing me to send them your contact information so they can reach out and set an appointment.", "That's fine.", "May I have a good contact number for you?", "It's eight five zero three two two four seven eight four.", "Great and is there a good time of day to call you?", "Either in the early morning or the late afternoon.", "Okay I'll make a note of that. Also what is your email?", "It's kasey underscore sellers underscore realty at gmail dot com.", "And that's c. a. s. e. y.?", "No it's actually k. a. s. e. y.", "Sorry about that.", "Don't worry it happens all the time.", "I'm sure.", "It's a pain at coffee shops. .", "I can understand that. So just to confirm I've got your information sent over to the Pace office and they will be reaching out to schedule a time for you to come in.", "Perfect. Thank you.", "You're welcome. Was there anything else that I could do for you?", "No that's all.", "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.", "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": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_704_000", "insurance_704_001", "insurance_704_002", "insurance_704_003", "insurance_704_004", "insurance_704_005", "insurance_704_006", "insurance_704_007", "insurance_704_008", "insurance_704_009", "insurance_704_010", "insurance_704_011", "insurance_704_012", "insurance_704_013", "insurance_704_014", "insurance_704_015", "insurance_704_016", "insurance_704_017", "insurance_704_018", "insurance_704_019", "insurance_704_020", "insurance_704_021", "insurance_704_022", "insurance_704_023", "insurance_704_024", "insurance_704_025", "insurance_704_026", "insurance_704_027", "insurance_704_028", "insurance_704_029", "insurance_704_030", "insurance_704_031", "insurance_704_032", "insurance_704_033", "insurance_704_034", "insurance_704_035", "insurance_704_036", "insurance_704_037", "insurance_704_038", "insurance_704_039", "insurance_704_040", "insurance_704_041", "insurance_704_042", "insurance_704_043", "insurance_704_044", "insurance_704_045", "insurance_704_046", "insurance_704_047", "insurance_704_048", "insurance_704_049", "insurance_704_050", "insurance_704_051", "insurance_704_052", "insurance_704_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 and thank you for calling Rivertown Insurance. How may I assist you today?", "Yes my name is Margaret Johnson. My customer ID is one three two four five six seven eight, and I sent a check in last week and I haven't seen it get credited to my account.", "I'd be happy to look into that for you Margaret.", "Thank you.", "For security purposes can you tell me your date of birth?", "It's July second nineteen fifty one.", "Thank you for that. When did you mail out the check.", "Oh I'm not sure. I know it was the day I wrote it out so let me get my book and see when that was.", "Take your time.", "I just get so forgetful these days it feels like I can't remember anything anymore.", "I understand. I get that way sometimes too, especially with everything going on right now.", "Oh I know. That definitely doesn't help.", "Not at all.", "Alright I sent it out on July twentieth so it has been over a week now.", "I don't see anything posted to the account ", "Me either that's what was kind of concerning.", "I definitely understand do you know what address you sent it to?", "Yeah it was with that little piece of the bill that you tear off and send in.", "Okay so it wasn't anything that you like hand wrote?", "No I just attached it to your little envelope and sent it on its way.", "Okay so what I think we should do is open a case with our billing department to see if they can do some research and see what happened.", "Okay that sounds good.", "Did it clear your bank account at all?", "No not as of right now.", "Okay so yes let's go ahead and start that claim to billing department.", "Okay.", "Is your email still Maggie underscore Johnson at hotmail dot com?", "No we need to change that.", "Okay what is your new email?", "It's Margaret underscore Johnson dot two two at gmail dot com.", "And that's m. a. r. g. a. r. e. t.?", "Yes.", "Perfect. I've got that updated for you.", "Okay good.", "I've gone ahead and opened the case with the billing department and gave them a description of what's going on ", "Okay.", "and I have a claim number for you whenever you're ready.", "I'm ready.", "It's one two three four five six seven eight nine nine.", "Got it.", "I've gone ahead and sent a confirmation email to you as well.", "Okay when will I hear back from them?", "They usually respond within one to two business days.", "That's not too bad.", "Not at all. What else can I do for you today?", "I think that's all today.", "Great. There will be a brief survey at the end of the call to rate your performance today. Would you like to participate?", "Sure.", "Okay. Thank you. The survey will begin as soon as I disconnect.", "Okay.", "Have a great day.", "You too dear.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_705_000", "insurance_705_001", "insurance_705_002", "insurance_705_003", "insurance_705_004", "insurance_705_005", "insurance_705_006", "insurance_705_007", "insurance_705_008", "insurance_705_009", "insurance_705_010", "insurance_705_011", "insurance_705_012", "insurance_705_013", "insurance_705_014", "insurance_705_015", "insurance_705_016", "insurance_705_017", "insurance_705_018", "insurance_705_019", "insurance_705_020", "insurance_705_021", "insurance_705_022", "insurance_705_023", "insurance_705_024", "insurance_705_025", "insurance_705_026", "insurance_705_027", "insurance_705_028", "insurance_705_029", "insurance_705_030", "insurance_705_031", "insurance_705_032", "insurance_705_033", "insurance_705_034", "insurance_705_035", "insurance_705_036", "insurance_705_037", "insurance_705_038", "insurance_705_039", "insurance_705_040", "insurance_705_041", "insurance_705_042", "insurance_705_043", "insurance_705_044", "insurance_705_045", "insurance_705_046", "insurance_705_047", "insurance_705_048", "insurance_705_049", "insurance_705_050", "insurance_705_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 need to cancel my plan with you guys. I was able to find a lower price somewhere else.", "Well I'm sorry to hear that you're cancelling but I can definitely help with that.", "Yeah it's nothing bad on your end just a lower price somewhere else.", "I can definitely understand that. May I have your first and last name please?", "It's Jacob Brown.", "Thank you, Jacob. Do you have your customer ID?", "I sure don't.", "That's okay we can find you in the system using other information.", "Okay great.", "What's your full social and date of birth?", "It's four two two three two four seven six eight.", "Mm-hmm.", "And date of birth is four seven ninteen seventy two.", "Thank you for that. Do you have the phone number associated with the account?", "Yes it's eight five zero three two two eight five four one.", "Great and for security purposes can you tell me your favorite pet's name?", "Yes it's Ruffles.", "Thank you.", "You're welcome.", "Okay so I've got you pulled up here. Which policy would you like to cancel?", "the auto policy.", "So you'd like to cancel your Preferred Auto plan?", "Yes.", "Alright and when would you like that to be effective?", "The new insurance starts tomorrow so can it be then?", "Yes. I will mark it as effective July twenty ninth.", "Okay great. Will I get any kind of refund?", "It looks like since there are about fourteen days left in your billing period you will get a prorated refund.", "Awesome and will it just go back to my bank account?", "Actually because it is a plan cancellation, a check will be mailed to the address we have on file.", "Okay.", "We have thirty seven forty Eighty Second Street, Pensacola, Florida three two five two three. Is that still correct?", "Yes it is.", "Perfect. Okay to confirm we are cancelling your Preferred Auto plan effective July twenty ninth and issuing a prorated refund to the address mentioned.", "Yes. I confirm.", "Alright we have that set up for you. Would you like an email confirmation?", "Yes please.", "Okay we have yankee fan thirty two at gmail dot com. Is that still accurate?", "Yes it is.", "Perfect. I've gone ahead and sent you the confirmation to your email.", "Awesome. Thank you.", "You're welcome. Was there anything else I could do for you today?", "No I think that's it.", "Well I hope you enjoy the rest of your day. There will be a brief survey at the end of this call to rate your experience today. Would you like to participate?", "Sure.", "Okay, great. Just hang tight, the survey will start after I disconnect.", "Okay.", "Have a great day!", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_706_000", "insurance_706_001", "insurance_706_002", "insurance_706_003", "insurance_706_004", "insurance_706_005", "insurance_706_006", "insurance_706_007", "insurance_706_008", "insurance_706_009", "insurance_706_010", "insurance_706_011", "insurance_706_012", "insurance_706_013", "insurance_706_014", "insurance_706_015", "insurance_706_016", "insurance_706_017", "insurance_706_018", "insurance_706_019", "insurance_706_020", "insurance_706_021", "insurance_706_022", "insurance_706_023", "insurance_706_024", "insurance_706_025", "insurance_706_026", "insurance_706_027", "insurance_706_028", "insurance_706_029", "insurance_706_030", "insurance_706_031", "insurance_706_032", "insurance_706_033", "insurance_706_034", "insurance_706_035", "insurance_706_036", "insurance_706_037", "insurance_706_038", "insurance_706_039", "insurance_706_040", "insurance_706_041", "insurance_706_042", "insurance_706_043", "insurance_706_044", "insurance_706_045", "insurance_706_046", "insurance_706_047", "insurance_706_048", "insurance_706_049", "insurance_706_050", "insurance_706_051", "insurance_706_052", "insurance_706_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 Jack Henry and I need to add someone to my health insurance plan.", "Okay Jack. I'd be happy to help with that.", "Great.", "Do you happen to have your customer ID handy?", "Hang on and let me check my wallet.", "Take your time.", "Alright it don't look like I got it.", "That's okay. We can look you up using different information.", "Okay.", "What is your full social and date of birth?", "My social?", "Yes. Your social security number.", "Oh okay that's four two two three eight one two three four.", "Great and your date of birth?", "It's January nineteenth nineteen eighty nine.", "Thanks for that. Do you have the phone number associated with the account?", "It's either gonna be two five one three two four eight nine nine eight or eight nine nine nine I think.", "We have eight nine nine nine on file. Is that still accurate?", "Yeah.", "Alright and can you tell me your mother's maiden name?", "That's Montrose.", "Great. So we need to add someone to your health insurance plan today?", "Yeah. I just got married.", "Well congratulations.", "Thank you very much.", "You're welcome. So we want to add your wife?", "Yes we do.", "Okay perfect. Do you have your policy number?", "Yes it's three two two four two seven eight nine.", "Okay great and your wife's first and last name.", "It's Veronica Henry.", "Perfect. And her date of birth?", "I don't have that.", "Unfortunately sir, without that information we cannot add her to the plan. Are you able to text her or call her?", "Yeah hang on and let me text her and see if she can tell me real quick.", "Okay.", "One second.", "Take your time.", "She' at work I can't get her to answer.", "Okay. You have a couple of different options.", "What are they?", "You can get the birth date and call back or you can go online and add her through your online account.", "Oh okay I'll do that. Where is it at online?", "It should be in the top left hand corner under edit profile and add dependents.", "Okay and what else will I need?", "You will just need her name, date of birth, relationship to you, and any kind of health issues she may have.", "Oh okay well she's healthy so no problem there.", "Yes sir. Was there anything else I could do for you today?", "No that's all.", "Okay sir. You have a good day.", "You too.", "Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_707_000", "insurance_707_001", "insurance_707_002", "insurance_707_003", "insurance_707_004", "insurance_707_005", "insurance_707_006", "insurance_707_007", "insurance_707_008", "insurance_707_009", "insurance_707_010", "insurance_707_011", "insurance_707_012", "insurance_707_013", "insurance_707_014", "insurance_707_015", "insurance_707_016", "insurance_707_017", "insurance_707_018", "insurance_707_019", "insurance_707_020", "insurance_707_021", "insurance_707_022", "insurance_707_023", "insurance_707_024", "insurance_707_025", "insurance_707_026", "insurance_707_027", "insurance_707_028", "insurance_707_029", "insurance_707_030", "insurance_707_031", "insurance_707_032", "insurance_707_033", "insurance_707_034", "insurance_707_035", "insurance_707_036", "insurance_707_037", "insurance_707_038", "insurance_707_039", "insurance_707_040", "insurance_707_041", "insurance_707_042", "insurance_707_043", "insurance_707_044", "insurance_707_045", "insurance_707_046", "insurance_707_047", "insurance_707_048", "insurance_707_049", "insurance_707_050", "insurance_707_051", "insurance_707_052", "insurance_707_053", "insurance_707_054", "insurance_707_055", "insurance_707_056", "insurance_707_057", "insurance_707_058", "insurance_707_059", "insurance_707_060", "insurance_707_061", "insurance_707_062", "insurance_707_063", "insurance_707_064", "insurance_707_065", "insurance_707_066", "insurance_707_067", "insurance_707_068", "insurance_707_069", "insurance_707_070", "insurance_707_071", "insurance_707_072", "insurance_707_073", "insurance_707_074", "insurance_707_075", "insurance_707_076", "insurance_707_077", "insurance_707_078", "insurance_707_079", "insurance_707_080", "insurance_707_081", "insurance_707_082", "insurance_707_083", "insurance_707_084", "insurance_707_085", "insurance_707_086", "insurance_707_087", "insurance_707_088", "insurance_707_089", "insurance_707_090", "insurance_707_091", "insurance_707_092", "insurance_707_093", "insurance_707_094", "insurance_707_095", "insurance_707_096", "insurance_707_097", "insurance_707_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": [ "Good morning, thank you for calling Rivertown Insurance. This is Roberto speaking. How may I assist today?", "I need to report a claim.", "Oh, I'm sorry to hear you've had some trouble.", "Yeah.", "May I get your name and birthdate so I can look up the account?", "Hayley Mitchell. April twelth, two thousand.", "Thank you miss Mitchell for that information. Would you please verify your policy number?", "Yeah. It's six-seven-eight-eight-two-five-six-three.", "Thank you for that. Yes, I have your account pulled up here. Thank you for being a valued customer. It looks like you have both home and auto policies with us here-.", "Yeah, I need to report a property accident.", "Yes, I can help you with filing a claim. What kind of incident has occurred?", "My basement flooded. It's just-it's just everywhere. Just a mess.", "Okay, let me see here. When did the accident occur?", "When? Like I came home an hour ago and my cat was meowing downstairs. Anyway, yeah, I went down, saw the water, turned off the main, and called. I don't even know where it's coming from. Oh my gosh. I am so upset.", "I am so sorry to hear about the accident, miss Mitchell. Let's get this claim filed and your house cleaned up, okay?", "Okay.", "Alright, so you don't know where the leaking is coming from?", "No. I don't-I don't even know how I'm going to shower now.", "We will get someone sent out there as soon as the file's claimed, okay? I just need a few more pieces of information from you.", "Okay.", "Can you describe the damage that you see?", "#Um, okay. So I need to go back down there? Okay. I'm on my way down. Okay. So, there's about a half inch of water, like everywhere. Like when I walk on the carpet it squishes.", "Okay. So you definitely see floor damage?", "Yes. I'm walking around-and-oh dang it. Does my insurance cover furniture damage? Like, oh my gosh, the leak, it had to be from my bathroom upstairs. It just is all over my couch.", "As long as you included it in your property assessment prior to the accident, the furniture is covered.", "Okay. Okay. I think I did have that. Oh, my gosh.", "So you can see that it came from a certain point?", "Yeah, I can see the bubble in the ceiling here. Definitely from the bathroom.", "So your ceiling isn't open? It's destroyed the sheetrock?", "Yeah, like I said. It's like, came from the ceiling. I'm-I'm just shook up.", "I understand, ma'am. Let's get this claim filed so you can get-.", "I need to go sit down. I'm dizzy. I think I'm having-having like a panic attack.", "Oh! Yes, go sit down. Certainly. If you want you can finish the claim online.", "No, I just need to-need to breathe for a second.", "Of course, take your time. I'm so sorry. Is there anything I can do? I mean, is there someone else there that can help you finish the claim?", "My wife will be home in a second. I texted her, but she's not here yet. What a mess.", "I can hold on the line until you feel ready to-.", "No, I'm okay. I just needed to breathe. Okay, now what do I need to do?", "Okay, so we have damage down as floor, ceiling, furniture-in particular, a couch. Is that the extent of the damage?", "Oh my heck. Let me check upstairs.", "Oh, yes. Of course.", "Yeah, okay. I'm here in the bathroom and the cabinet and floor are just-I think ruined.", "Okay, yeah. I guess that's to be expected. I'm glad you at least found the source of the problem.", "I just don't know why it leaked? We haven't had any problems-could it be hair? Could hair in the pipes cause it?", "I really don't know, ma'am. We'll get someone out there as soon as possible to clean up that water and assess the damage.", "Oh, I bet this is going to take forever.", "Actually, you should be hearing from someone very soon. We like getting disaster cleanup out there in order to prevent further damage and to prevent things like mold, you know? You will be contacted at max in twenty four hours, but probably soon, I'd guess.", "Oh, okay. Yeah. That's okay.", "And it looks like you have our Home Complete policy, so everything should be covered under your current policy.", "Oh my heck, I'm so happy we went with the Complete one. Oh, wow. I mean, our house is only five years old! I guess it's been really cold. Could, like a pipe freeze or something?", "I really don't know. I mean, I guess it could, but you'd need a professional to come out and-.", "Yeah, I know you can't know, I was just wondering if it happens. We're not from this area originally.", "Well, certainly we do get claims from frozen pipes. Especially this time of year.", "I hate this state. I hate it.", "I'm so sorry about the water damage, ma'am. I'm generating a claim number now if you want to write it down and have it handy for future reference?", "A what?", "A claim number for the policy. It is the number you'll be referencing on any future interaction about the damage.", "Oh, okay. Let me go grab something to write it down on. I'm just so-so shaky, you know? I guess I could use my phone?", "Anyhow that works best for you, ma'am.", "Uh, well, wait just a sec while I grab something to write with-.", "Oh yeah, that's fine.", "Okay. I'm back. What's the number?", "The claim number is five-six-six-six-five-.", "Okay.", "Six-six-six-five-five.", "Okay, so five-six-six-six-five-.", "Uh-huh.", "six-six-six-six five?", "Those last two numbers are both five. Five-five.", "So, five-six-six-six-five-six-six-six-five-five?", "Yes, that's correct.", "Oh, my heck. So many sixes. Unlucky day all in all, right?", "Yes, but hopefully your luck will change soon. We will take care of you and your home.", "Well, that's a relief.", "Okay, now are you in the position that you could take a few pictures of the damage and upload them to your account?", "#Uh, I guess? I mean, my phone isn't great, but I can take some pics.", "Have you used our website before?", "Yeah, yeah. I use it to pay my bill all the time.", "Okay, well you'll just want to log into your account.", "Uh-huh.", "And you'll see the big blue box that says report a claim on the upper right side of the screen.", "Okay, yeah.", "When you click on that you'll see all of our notes from our conversation today and that claim number I gave you.", "Mhm.", "You'll see upload pictures next to the claim number.", "Okay.", "If you just hit that button you can add any pictures that show damage. This can save you some time in getting everything, settled.", "Oh, okay.", "You can also edit the notes to add any damage you may have not, noticed yet.", "Wow. I could have done all of this online?", "Yes, we have it set up that you can report claims completely online.", "Good to know. I mean, thanks and everything. You've been really nice. So thanks.", "Hey, I'm happy to help! Is there anything else I can help you with today?", "#Um, I don't think so. I'll just go-go and take those pics.", "Sounds good. And you should be hearing from a representative sometime very soon, within the next twenty four hours for sure.", "Okay, yeah. Sounds good.", "Thanks for calling Rivertown Insurance, hope you have a good, rest of your day.", "Okay. Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_708_000", "insurance_708_001", "insurance_708_002", "insurance_708_003", "insurance_708_004", "insurance_708_005", "insurance_708_006", "insurance_708_007", "insurance_708_008", "insurance_708_009", "insurance_708_010", "insurance_708_011", "insurance_708_012", "insurance_708_013", "insurance_708_014", "insurance_708_015", "insurance_708_016", "insurance_708_017", "insurance_708_018", "insurance_708_019", "insurance_708_020", "insurance_708_021", "insurance_708_022", "insurance_708_023", "insurance_708_024", "insurance_708_025", "insurance_708_026", "insurance_708_027", "insurance_708_028", "insurance_708_029", "insurance_708_030", "insurance_708_031", "insurance_708_032", "insurance_708_033", "insurance_708_034", "insurance_708_035", "insurance_708_036", "insurance_708_037", "insurance_708_038", "insurance_708_039", "insurance_708_040", "insurance_708_041", "insurance_708_042", "insurance_708_043", "insurance_708_044", "insurance_708_045", "insurance_708_046", "insurance_708_047", "insurance_708_048", "insurance_708_049", "insurance_708_050", "insurance_708_051", "insurance_708_052", "insurance_708_053", "insurance_708_054", "insurance_708_055", "insurance_708_056", "insurance_708_057", "insurance_708_058", "insurance_708_059", "insurance_708_060", "insurance_708_061", "insurance_708_062", "insurance_708_063", "insurance_708_064", "insurance_708_065", "insurance_708_066", "insurance_708_067", "insurance_708_068", "insurance_708_069", "insurance_708_070", "insurance_708_071", "insurance_708_072", "insurance_708_073", "insurance_708_074", "insurance_708_075", "insurance_708_076", "insurance_708_077", "insurance_708_078", "insurance_708_079", "insurance_708_080", "insurance_708_081", "insurance_708_082", "insurance_708_083", "insurance_708_084", "insurance_708_085", "insurance_708_086", "insurance_708_087", "insurance_708_088", "insurance_708_089", "insurance_708_090", "insurance_708_091", "insurance_708_092", "insurance_708_093", "insurance_708_094", "insurance_708_095", "insurance_708_096", "insurance_708_097", "insurance_708_098", "insurance_708_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": [ "Good morning, Rivertown Insurance, this is Maggie.", "Yeah, hello? I just need some info.", "Yes, I can help you with any questions. How may I help you today?", "#Uh, I was just calling-calling about insurance?", "Yes, we offer several kinds of-.", "Yeah, I just need it for my apartment.", "I can help you with that! We offer two different renter's insurance policies-.", "#Uh, I just want to know your cheapest one.", "#Um, well, we have two policies. Renter's Basic and Renter's Preferred. Renter's Basic covers theft of personal belongings and is offered at the low cost of three hundred dollars per year.", "Well, I don't know-I don't know if I'll be here a full year? I only got like six months on my contract. I might renew, but I don't know. It just depends, you know.", "I completely understand! We do offer six-month periods for the equivalent cost, so it would be one hundred fifty for six months.", "What if-what if I end up leaving early?", "Unfortunately we would not be able to refund you for amount of time left on-left on the insurance.", "The insurance?", "I mean, apartment. The amount of time left on the apartment. Sorry.", "Oh, yeah. I understand. Okay. #Um, so would this, like, protect against any kind of, water damage to my stuff?", "Well, it would only protect belongings lost due to the unfortunate event of theft. For water and insect damage we offer Renter's Preferred.", "Oh, man. Bugs? I didn't even think about bugs. I'm here for school-do they, do they get a lot of bugs here?", "#Um, I can't tell you whether your aparment will have bugs. But I can tell you that I have had claims for bug damage before.", "From this state?", "#Uh, yes. We only offer insurance here in Utah.", "Oh, man. Okay. I hate bugs. #Um, so what is-what is the price difference between the cheap one and the other bug one?", "Our Renter's Preferred policy costs three hundred a year.", "Wait, I thought that was the basic one?", "Oh! I guess I-I guess I messed up. . Sorry about that. Renter's Basic is two hundred, so one hundred for six months, and Renter's Preferred is three hundred, so that's the one fifty we talked about. Sorry again for the mix-up.", "Oh, great! No problem! I was already sold on the-on the one fifty thing so I guess we should just go with the bug one.", "It also covers if like, your pipes bust and damage your property.", "Oh yeah. That'd be good because I've got people over me, and I don't know, you know?", "Absolutely! Better to be prepared, right?", "Yeah. So, how soon can I set this up?", "We can set up an account for you over the phone right now if you'd like. I'd just need a few pieces of information for you.", "Yeah, I can do it now.", "Great! First of all, can I get your name?", "Yeah, the name is Alex Freeley. That's f-r-e-e-l-e-y.", "Thanks for the information, Alex. Can I get your date of birth, social security number and preferred phone number, please?", "Oh, okay. I guess you'd need-all that, right? Okay. My birthday is January nineteenth, two thousand two. And what else did you need? My phone?", "#Uh, yes. Actually, can we do social security number first?", "Yeah, yeah, that's fine. It's five-five-five-two--two-five-two-five-two.", "Great. Thanks for that.", "No problem. And now phone?", "#Uh, yes.", "Okay, it's four-three-five-.", "Okay.", "Five-two-nine-.", "Uh-huh.", "Four-two-three-three.", "Great! And now, one moment while this screen loads, sorry.", "Yeah, I get it.", "Okay. So, do you have the address of the apartment?", "Oh, yeah. Let me look. Don't have it memorized yet, you know?", "Yeah, totally.", "Okay. Let's see, it's one-two-three Boulder Street. Like a rock. And that's in South Jordan, Utah.", "Zip code?", "Eight-four-zero-zero-nine.", "Nine?", "Yeah, nine. And the apartment number is, five B.", "Okay, let me go back. Alright, so five B as in boy?", "Yeah. Or bacon. Sorry, hungry.", "No problem. Okay, great! Now we just have to set up a security question for when you want to access your account.", "Okay.", "Do you want, the name of your first childhood pet?", "Nah, didn't have any, animals growing up. Allergies.", "Oh, yeah. Okay. How about, Mother's maiden name?", "#Uh, I heard that is kind of common?", "#Er, yeah. Let's see here. Favorite super hero?", "Oh yeah, let's do that. It's The Tick.", "The Tick? Like a bug? I've never heard of that one. .", "Yeah , I guess I do like some bugs, right? .", "Okay, got it. The Tick.", "Yeah.", "Okay! Great, it's generating your policy number right now. We'll be sending you more complete information about your policy by mail-.", "Uh, can I get it by email? I'm better keeping track of stuff that way.", "Oh sure! We can do that. Do you want your bill sent by email as well? We offer auto-pay.", "#Um, on second thought. Maybe I should-I should just do mail? I don't know.", "It would be good to have your email on the account and then you could always call in and change to email notifications and online billing, if you want?", "Yeah, let's do that.", "Great. What's a good email for you?", "Uh, it's a-l-e-x-s-k-a-t-e-c-a-t at one two three dot com.", "So, alexskatecat at one two three dot com?", "Yeah, that's the one.", "Great! Okay. I think-I think we have it all set up, Alex. You will be receiving some forms within three to five business days which will ask you to make a record of all the items you would like insured under the policy. It will ask you include pictures and will include information on how to upload that information online. Does that work for you?", "Oh yeah, that works. I don't have a lot of stuff, I just, you know. Worry about my drums mostly. And like, my computer?", "Yeah, I totally understand. And as far as billing, do you want to make your first payment now?", "So, uh, how would that work?", "You can either pay a lump sum of one hundred fifty-.", "Uh-huh.", "Or break it up into monthly payments of twenty five dollars.", "Oh, definitely the second one. That monthly one. That would be great.", "Okay, I am noting here you requested the monthly mailed statements.", "Yeah.", "I have your policy number if you'd like to write it down? You'll need it anytime you login or call in. It makes verification much faster.", "Oh, okay. I'm ready. Go ahead.", "It's nine-nine-nine-four-.", "Nine-nine-nine-four-.", "Two-four-nine-nine-.", "Two-four-nine-nine-.", "And that's it! You will also receive an email confirmation of your account with the policy number. Is there anything else I can do for you?", "Nah, I think that's it. #Um, thanks.", "Thanks for calling Rivertown Insurance, Alex. Have a wonderful day!", "Oh, yeah. Okay. You too." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_709_000", "insurance_709_001", "insurance_709_002", "insurance_709_003", "insurance_709_004", "insurance_709_005", "insurance_709_006", "insurance_709_007", "insurance_709_008", "insurance_709_009", "insurance_709_010", "insurance_709_011", "insurance_709_012", "insurance_709_013", "insurance_709_014", "insurance_709_015", "insurance_709_016", "insurance_709_017", "insurance_709_018", "insurance_709_019", "insurance_709_020", "insurance_709_021", "insurance_709_022", "insurance_709_023", "insurance_709_024", "insurance_709_025", "insurance_709_026", "insurance_709_027", "insurance_709_028", "insurance_709_029", "insurance_709_030", "insurance_709_031", "insurance_709_032", "insurance_709_033", "insurance_709_034", "insurance_709_035", "insurance_709_036", "insurance_709_037", "insurance_709_038", "insurance_709_039", "insurance_709_040", "insurance_709_041", "insurance_709_042", "insurance_709_043", "insurance_709_044", "insurance_709_045", "insurance_709_046", "insurance_709_047", "insurance_709_048", "insurance_709_049", "insurance_709_050", "insurance_709_051", "insurance_709_052", "insurance_709_053", "insurance_709_054", "insurance_709_055", "insurance_709_056", "insurance_709_057", "insurance_709_058", "insurance_709_059", "insurance_709_060", "insurance_709_061", "insurance_709_062", "insurance_709_063", "insurance_709_064", "insurance_709_065", "insurance_709_066", "insurance_709_067", "insurance_709_068", "insurance_709_069", "insurance_709_070", "insurance_709_071", "insurance_709_072", "insurance_709_073", "insurance_709_074", "insurance_709_075", "insurance_709_076", "insurance_709_077", "insurance_709_078", "insurance_709_079", "insurance_709_080", "insurance_709_081", "insurance_709_082", "insurance_709_083", "insurance_709_084", "insurance_709_085", "insurance_709_086", "insurance_709_087", "insurance_709_088", "insurance_709_089", "insurance_709_090", "insurance_709_091", "insurance_709_092", "insurance_709_093", "insurance_709_094" ], "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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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, I needed to change my address. I'm-I'm moving.", "No problem at all! I can assist you with that.", "Hey, thanks. What do you need, like, -.", "I'll just need to get a few pieces of information from you.", "Okay.", "Could you tell me your full name and birthdate, please?", "Yeah, my name is Mike Newsome and my birthday is August nine, ninety-ninety nine.", "Hey! We're born the same year!", "Awesome- last of the decade is best of the decade, right?", "Definately.", "Cool.", "Thanks for the information. Now, if you could just verify your policy number?", "Yeah, no problem. My policy number is one-two-four-four-eight-six-nine-two.", "Let me see if I got that right-.", "Yeah, no problem. I know I talk fast.", "It's one-two-four-four-eight-six-nine two?", "Bingo!", "Okay! Thanks for having your information on hand, sometimes we kind of catch people off guard.", "Yeah, I actually called earlier and didn't have my number. They wanted, like, my social and all this other stuff. I feel weird just giving that out, you know?", "Definitely. It's much easier for everyone just to have the policy number.", "Yeah, be prepared like a boyscout.", ".", "Even though I've never been the boyscout type .", "No badges for you! .", ".", "Okay, so no that we're in your account I can help you make any changes.", "Cool. I'm just moving and need to update my address.", "Oh, yeah, let's get that changed for you. I see you had the five-four-five Maplewood Drive apartment C address on file with us?", "#Uh, yeah. I actually moved to the same complex, just different apartment. No more studio for me!", "Upgrade! That's great.", "Yeah, I need more space for my books and my cats. That'd be funnier if it wasn't true.", "I think that's awesome. I need space for my books and future cats. .", "Well, you might want to check out Maplewood Apartments. I've looked around and they're really the best for allowing pets without crazy extra fees? Like I was at this other apartment complex a few years back, my first place, in Springville? They wanted two-hundred down for one cat. Two-hundred! I mean, I can see that for a dog, but my cat is cleaner than most humans.", "That is actually really good information to know. I might be moving soon and am looking myself. Pet friendly is awesome.", "Yeah, if you go, my friend is the complex manager? His name is Greg Newby? Just tell him I sent you and he might be able to hook you up with some sort of deal.", "Oh, wow.", "Yeah, like I'm not making any promises, but I'll mention you might be by. What was your name again?", "#Uh, it's Jess.", "Cool. Yeah. I'll just send him a text.", "Well, thanks for the tip! I mean, I'm not moving like this second-.", "Oh, yeah. Totally.", "But I think I might take a look. So, back to work, right? .", "Yeah, I hope you don't get in trouble for just, like, talking.", "Oh, no. They're really cool here. It's good for customer relations to get to know eachother, right?", "I think so . #Um, just out of curiosity, are you guys hiring right now?", "Are you kidding? We are like, always hiring. Just go to Rivertowninsurance dot com and click on job openings. If it asks for a referral put Jess Hardstreet.", "Jess Hardstreet. Nice. Got it. I have some call center experience, and I really don't mind the work. I mean, I love people.", "Yeah, you're really personable.", "Well, now I'm blushing .", "No, but really, you should apply.", "Cool.", "But, like I said, back to work-.", "Yes, back to the task at hand.", "So your address is the same, just different address numbers?", "Yeah, so it's going to be five-four-five Maplewood Drive, but now it's apartment A.", "Okay, great. And the city, West Valley, and zip code, eight-four-one-one-eight all stay the same, right?", "Yeah, that's correct. It's been a pretty easy move to tell you honestly.", "That's the best kind. So, while I have you on the line, have you ever considered renter's insurance?", "Oh, the upsell .", "No, seriously. We offer really good rates. I mean, I have a policy just because I worry about my neighbors flooding my place.", "No, that's a real worry. One of the reasons I moved to a top unit. I hate the thought of someone leaving like, their bathtub running or something.", "Yeah, I just think it's worth the three-hundred dollars a year alone to insure my music equipmen.", "It's only three hundred dollars a year?", "Yeah, and that's for our Renter's Preferred plan. That protects against water damage, theft, and insect damage.", "Seriously?", "Yeah! And our Renter's Basic plan is only two-hundred. It only protects against theft, but still.", "No, seriously that's a really good deal. I'll have to see what I pay now. My, mom set it up?", "Oh yeah, yeah. Love when parents help with the insurance .", "No kidding. Everything is so expensive. I sound like my dad .", "Well, would you be interested if I sent some information about our plans to your, email to look at? When you have time, of course.", "Yeah, that would actually be great.", "Awesome. It looks like the email we have on file for you is mittenpaws at one two three dot com?", "That's me! Cat dude all the way .", "Love it. Okay, great. You'll see that info pop up sometime in the next ten minutes or so.", "Hey, thanks. #Um, are there any other stellar insurance deals that I'm missing .", "Now you're making me blush ! Actually, I mean, we do offer pet insurance, if you're at all interested.", "Pet insurance? Are you kidding me? I didn't know it really existed.", "Yes! There are two different plans-.", "Oh, hey. I honestly would love to hear about the pet insurance, but my buddies will be here in just a sec to help me move my couch.", "I'm so sorry for rambling on!", "No, no! I asked you for insurance deals! I honestly would love to hear more. Do you have like, a, direct number where I could call?", "Sadly, no. It's all random when you call in. But everyone here is super nice. They'd all be able to answer your questions.", "Oh. Okay. Cool.", "And I could also send you the pet insurance details with the info about renter's insurance?", "Yeah, yeah. Let's do that. That would work great.", "Okay! Just to recap, we changed your address-.", "Awesome. It looks like the email we have on file for you is mittenpaws at one two three dot com?", "And I will be sending information about renter's and pet insurance to your email, mittenpaws at one two three dot com. Sounds good?", "Sounds kosher! Thanks so much for your help, Jess.", "No, thank you! Good luck on your move. Hope your kitties like the new space.", "Oh, yeah. They'll be in paradise. Two windows to look out of! .", "Cat heaven!", "No doubt. And don't be shy about contacting my buddy at Maplewood. Greg.", "Yeah, I've got it actually written down. So who knows! Maybe I'll see you around.", "Yeah. That'd be great." ], "dialogue_acts": [ [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_710_000", "insurance_710_001", "insurance_710_002", "insurance_710_003", "insurance_710_004", "insurance_710_005", "insurance_710_006", "insurance_710_007", "insurance_710_008", "insurance_710_009", "insurance_710_010", "insurance_710_011", "insurance_710_012", "insurance_710_013", "insurance_710_014", "insurance_710_015", "insurance_710_016", "insurance_710_017", "insurance_710_018", "insurance_710_019", "insurance_710_020", "insurance_710_021", "insurance_710_022", "insurance_710_023", "insurance_710_024", "insurance_710_025", "insurance_710_026", "insurance_710_027", "insurance_710_028", "insurance_710_029", "insurance_710_030", "insurance_710_031", "insurance_710_032", "insurance_710_033", "insurance_710_034", "insurance_710_035", "insurance_710_036", "insurance_710_037", "insurance_710_038", "insurance_710_039", "insurance_710_040", "insurance_710_041", "insurance_710_042", "insurance_710_043", "insurance_710_044", "insurance_710_045", "insurance_710_046", "insurance_710_047", "insurance_710_048", "insurance_710_049", "insurance_710_050", "insurance_710_051", "insurance_710_052", "insurance_710_053", "insurance_710_054", "insurance_710_055", "insurance_710_056", "insurance_710_057", "insurance_710_058", "insurance_710_059", "insurance_710_060", "insurance_710_061", "insurance_710_062", "insurance_710_063", "insurance_710_064", "insurance_710_065", "insurance_710_066", "insurance_710_067", "insurance_710_068", "insurance_710_069", "insurance_710_070", "insurance_710_071", "insurance_710_072", "insurance_710_073", "insurance_710_074", "insurance_710_075", "insurance_710_076", "insurance_710_077", "insurance_710_078", "insurance_710_079", "insurance_710_080", "insurance_710_081", "insurance_710_082", "insurance_710_083", "insurance_710_084", "insurance_710_085", "insurance_710_086", "insurance_710_087", "insurance_710_088", "insurance_710_089", "insurance_710_090", "insurance_710_091", "insurance_710_092", "insurance_710_093", "insurance_710_094", "insurance_710_095", "insurance_710_096", "insurance_710_097", "insurance_710_098", "insurance_710_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": [ "Good morning, and thanks for calling Rivertown. This is Cheryl.", "Morning, I just needed to request proof uf, what is it called? Proof of policy?", "Proof of Insurance?", "Yes! That's it! .", "Sure, no problem.", "Thank you.", "Let's just get your account pulled up here. Can you give me your full name and birthdate, please?", "The name's Bob Mitchell. Birthdate March seventeenth, nineteen sixty-five.", "Great. Thanks for verifying that.", "Oh, sure.", "And, mister Mitchell, do you happen to have your policy number handy?", "Well, I can't say that I do. My wife has the car, and I think the insurance cards are in the glove box.", "Okay. That's okay. We can verify other ways. But you don't have a card in your wallet?", "No, I know I should, but I don't. Keep them in the glove box.", "No, no problem at all. I'll just need to verify your information by, let's see here-I'll need your social security number, phone number and answer to the security question you have-you have on file with us.", "Oh, wow. You'll need all that? Is there any other way to verify?", "#Um, if you waited til you wife came home, you could-you could call back or-.", "Or?", "Or you could make the change on our website? It's super easy.", "Yes. That sounds like a good idea. How about we do that.", "Great! Do you have an account set up with us already?", "No, I don't think so.", "Oh. Unfortunately, we would have to send you a link to verify your account, and we can't do that unless-.", "You can verify my account now?", "Exactly.", "Okay, let me just give you that other stuff. Let's get this over with.", "I'm sorry, sir, it's just company policy for security verification-.", "Oh, no. I don't blame you. I should have had my-my policy information here in front of me. No, I don't blame you.", "Well, thank you, sir.", "Okay, so what did you need? I remember social?", "Yes, please. You're social security number. When you're ready.", "Five-five-five, six-seven, three-four-eight-four.", "Thank you for verifying. And phone?", "four-three-five-six-six-two-.", "seven-four, six-seven-two eight.", "That-.", "I mean, six-seven-eight-two. Sorry. Got the last two numbers mixed.", "Oh! No problem at all! Thank you, mister Mitchell. And now for the security question.", "Okay. I don't even remember setting this one up, so wish me luck .", "What was the name of your first pet?", "Oh! That's easy! Floyd! It was a ferret named Floyd. After the band of course .", "Great name! I love ferrets!", "Yeah, a little stinky, but just love muffins.", "I agree.", "Had my little guy clear to college. Had to keep him at my mom's because, you know-no pets. But some weekends I'd sneak him in to party .", "Sounds like a wild time! .", "Yeah, just me, my ferret, and Political Science. .", ".", "So, I'm here in your account. Thanks for verifying by the way, mister Mitchell.", "Oh, sure. Yes. No problem. How easy is it to request proof of policy?", "Proof of insurance can be sent by email, regular mail, or carrier pigeon-.", "Fancy!", "Yeah, no carrier pigeon.", "Let's do-let's do mail. I think my printer's down, and I need to have a physical copy.", "Great! Would you mind verifying the address we have on file for you?", "No problem It's four-three-two Coppertown Way. That's Murray, Utah. Eight-four-one-two-one.", "Thanks so much for verifying. You should be receiving that proof of insurance in three to five days reflecting your Preferred Auto coverage.", "Great.", "Is there anything else with which I may assist?", "Oh, yes. That email for the-.", "Oh, right! To do things online!", "Next time I'll be prepared .", "Yeah, no problem. Let's see here. So I'm going to send a link to the email we have on file-the, Bobkins at one two three dot com?", "Yep, that's the one.", "So you're going to see the link here in about, I don't know, fifteen minutes?", "Okay?", "And all you'll need to do is click on the link and it will, walk you through account creation.", "Sounds good.", "The only thing is-.", "Uh-oh. Dragons?", "No, no dragons this time.", "That's a relief.", "Now what was I saying?", "Sorry about that-got you off the rails.", "No, not at all. What were we talking about-.", "The email?", "Oh, that's right! The only thing is, is that you'll need to click on that link within the next-the next twenty-four hours. Or it will expire and you'll have to call back and get it send all over again.", "Oh, alright. That should be no problem. I'm not really up to much, so I can just wait for the link here and get it all finished up.", "Sounds good!", "Great. Thanks for your help.", "No problem at all! Is there anything else I can do for you?", "Nothing I can think of.", "Great. So just to recap, we sent out your proof of insurance for your Preferred Auto coverage. You'll be receiving that within the next three to five days-.", "Oh, wait. I'm going to need that sooner, actually.", "Oh!", "Yeah, I didn't realize. Okay. Is there any way I can get it by Friday? That's two business days?", "Like I said we can email-.", "Yeah, yeah. Let's email. Worst thing is that I'll have to get a new printer, but I've been putting that off anyway.", "Okay. Sounds good. You'll still receive the mailed proof of insurance since we already requested a copy.", "Sounds good.", "We also-we also have proof of insurance online? I don't know how handy you are about your phone, but-.", "Oh! I could just show my proof of insurance if I log into my account?", "Yes. Digital insurance cards, proof of insurance, all that stuff is offered on the website.", "Oh, yeah. Let's just do that.", "Sorry! Should have mentioned that first.", "Oh, no. This works out perfectly.", "Glad to hear. Okay. So keep your eye out for that link-.", "Like a hawk! .", "And thanks so much for calling Rivertown. Have a great day!", "Thanks! You too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_711_000", "insurance_711_001", "insurance_711_002", "insurance_711_003", "insurance_711_004", "insurance_711_005", "insurance_711_006", "insurance_711_007", "insurance_711_008", "insurance_711_009", "insurance_711_010", "insurance_711_011", "insurance_711_012", "insurance_711_013", "insurance_711_014", "insurance_711_015", "insurance_711_016", "insurance_711_017", "insurance_711_018", "insurance_711_019", "insurance_711_020", "insurance_711_021", "insurance_711_022", "insurance_711_023", "insurance_711_024", "insurance_711_025", "insurance_711_026", "insurance_711_027", "insurance_711_028", "insurance_711_029", "insurance_711_030", "insurance_711_031", "insurance_711_032", "insurance_711_033", "insurance_711_034", "insurance_711_035", "insurance_711_036", "insurance_711_037", "insurance_711_038", "insurance_711_039", "insurance_711_040", "insurance_711_041", "insurance_711_042", "insurance_711_043", "insurance_711_044", "insurance_711_045", "insurance_711_046", "insurance_711_047", "insurance_711_048", "insurance_711_049", "insurance_711_050", "insurance_711_051", "insurance_711_052", "insurance_711_053", "insurance_711_054", "insurance_711_055", "insurance_711_056", "insurance_711_057", "insurance_711_058", "insurance_711_059", "insurance_711_060", "insurance_711_061", "insurance_711_062", "insurance_711_063", "insurance_711_064", "insurance_711_065", "insurance_711_066", "insurance_711_067", "insurance_711_068", "insurance_711_069", "insurance_711_070", "insurance_711_071", "insurance_711_072", "insurance_711_073", "insurance_711_074", "insurance_711_075", "insurance_711_076", "insurance_711_077", "insurance_711_078", "insurance_711_079", "insurance_711_080", "insurance_711_081", "insurance_711_082", "insurance_711_083", "insurance_711_084", "insurance_711_085", "insurance_711_086", "insurance_711_087", "insurance_711_088", "insurance_711_089", "insurance_711_090", "insurance_711_091", "insurance_711_092", "insurance_711_093", "insurance_711_094", "insurance_711_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning, thank you for calling Rivertown Insurance. This is Abdul, how may I help you?", "#Uh, hello? I just wanted to find out how to find an agent close to me.", "Yes, I can help you with that. With whom do I have the pleasure of speaking with today?", "What?", "May I have your name, please.", "#Uh, this is Jackie. Jackie Strong. That's s as in salmon, t as in telephone, r as in-.", "Yes, s-t-r-o-n-g, is that correct?", "Yes, that's right. Sometimes it's hard to understand each other.", "May I have your birthday, miss Strong?", "#Um, it's missus Strong.", "I'm sorry, missus Strong. May I have your birthdate?", "#Uh, is that how you look up the account?", "Yes, ma'am. We will need your birthdate and customer policy number.", "My what now?", "Your number associated with your policy. We need this information for verification purposes.", "Oh. I don't have my policy number. I do everything autopay so, you know, I don't get a paper bill with that stuff on it.", "We can also look up the information with birthdate, telephone number, social security number and security question.", "Oh, I can give you my phone number.", "Yes, missus Strong. That will help, but I will need all those peices of information to verify the account you don't have the policy number.", "What? That's a lot of info . I mean, no offense, but I'm not giving out that kind of information.", "Well, I can try to just give you the names of agents close to your location if you give me your address. However, without looking at your account I won't be able to customize your experience-.", "Just do that. Just give me names.", "Okay, missus Strong. One moment please while I pull up agent resources.", "Thank you.", "Okay. Are you there, ma'am?", "Yes. I'm still here.", "May I have your address, please?", "How about my zip code and city? Isn't that enough? I mean I don't wanna be giving out my personal information just over the phone, you know.", "I understand, missus Strong. Yes, zip code would be helpful.", "Okay. eight four one one eight.", "Thank you for that information. One moment while I search for agents in your area.", "Yep.", "Are you a home, auto, life insurance or pet insurance holder with us, missus Strong?", "Well, we do the home and auto. Don't know about the life insurance. Can you check to see about that?", "Of course, missus Strong. In order for me to view your account I will need-.", "Oh yeah, you'd need all that other information, huh? Well, I. I don't know. I just don't want to be, giving that information over the phone, you know?", "I understand, missus Strong. We have these verification processes in place to protect your account.", "Oh, yeah, I know. But, you can just trust everyone with your social security number, you know? What if someone's listening?", "I understand, missus Strong. If you are more comfortable to logging into your account online and writing down your policy number, you could always-.", "Oh yeah, I could do that now! Are you okay to wait? It will just be a sec.", "Sure, I can hold.", "Okay. Just a sec.", "...", "Okay. I'm logging in now.", "That's great. Just let me know when you're ready, missus Strong.", "Okay. Putting in the password now.", "Uh huh.", "Guess I got it wrong . Let's try that again.", "...", "Okay. It's loading.", "That's great news, missus Strong.", "Are you there?", "Yes, I'm here. Do you have the number?", "Where do I find the number? I see my name and my policies...looks like home and auto bundle. I have home and auto bundle. I don't have life insurance. Huh. I thought maybe, but maybe it's through Doug's work? I don't know.", "We could always give you options of seeing if life insurance could be bundled on your-.", "No, Doug's got it. My husband's already got it. #Uh, we don't need any of that.", "That's fine, missus Strong. Do you have your policy number.", "Yes, I see it right-right here. It's...let me get on my glasses. Are you there?", "Yes, I'm ready.", "It's one one one three--.", "Uh huh.", "four five, no make that five four four eight.", "Great! Thank you for verifying your account. We can personalize your agent preference now. Do you have any preference in location? We have an agent in West Valley--.", "No, that's too far. I want someone really close. Sometimes I have to bus it 'cause we only got the one car.", "You want to be able to go see your agent? Just so you know, missus Strong, our agents are most likely to communicate with you by phone or come to you. We are still using a mask policy for your protection as well.", "Masks? Oh, no. I don't do masks. Can't breath, you know? Tell them I'm not wearing a mask.", "#Um, it's unlikely you'll be meeting with-.", "It's my choice to wear a mask.", "I understand, missus Strong. I was just saying that it's-it's unlikely you'll be meeting with your agent in person.", "Well, who is it?", "The agent? Let's see here. Looks like Elizabeth Wallen in West Valley is the closest-.", "And she'll call me?", "Yes, she will communicate with you by phone, email or can set up a Zoom chat-.", "Oh, no. I'm not doing the Zoom.", "There are multiple ways in which Elizabeth can contact you and answer any questions you might have.", "Yeah, I just want to know who my agent is so I can put the number in the phone.", "Would you like Elizabeth to be your agent? We also have Jose Martinez-.", "No, I want that Elizabeth. Get me Elizabeth.", "Great. I've made note that Elizabeth is your preferred agent. You should receive a confirmation shortly providing the complete contact information for Elizabeth. I can also give you that information now, if that works for you, missus Strong.", "No, I don't need it now. I just want to put it in my phone in case of emergency. You've got to be ready for emergency.", "Yes, ma'am. It's always good to-.", "What about my pet insurance?", "Well, you have not yet selected to have pet insurance, but we could easily sign you up for it if you're interested. In fact, I believe, let me look here. Yes, it looks like by bundling the pet insurance with your home and auto you can save an additional fifteen dollars per six month period.", "Hm. Well, what does it cover? The pet insurance?", "We have several plans available. Let me take a look here, we don't usually I'm not very familiar, but I can look up-.", "Yeah, look up to see if it covers horses.", "#Um, missus Strong, it looks like the insurance does not cover any farm type animals.", "Oh, I see. Well then, nevermind. My dog's nine and she's just one cloud away from heaven.", "I am sorry to hear that, missus Strong. But maybe it would still be useful to pursue insurance, especially as the pet is in her senior years-.", "Nah, she's had a good life. Farm dog, you know. Anyway, okay. I'll go get that email and put the number in my phone.", "Okay, sounds like a plan. Please feel free to call back if you have any questions.", "Oh, I'm going to call that Elizabeth.", "Yes, she will be your agent. I just meant if you had any future questions about pet insurance or life insurance or--.", "I don't need no pet or life insurance. Doug's got the life insurance.", "That's right. Okay, then. Thanks for calling, missus Strong. You have a good day.", "You too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_712_000", "insurance_712_001", "insurance_712_002", "insurance_712_003", "insurance_712_004", "insurance_712_005", "insurance_712_006", "insurance_712_007", "insurance_712_008", "insurance_712_009", "insurance_712_010", "insurance_712_011", "insurance_712_012", "insurance_712_013", "insurance_712_014", "insurance_712_015", "insurance_712_016", "insurance_712_017", "insurance_712_018", "insurance_712_019", "insurance_712_020", "insurance_712_021", "insurance_712_022", "insurance_712_023", "insurance_712_024", "insurance_712_025", "insurance_712_026", "insurance_712_027", "insurance_712_028", "insurance_712_029", "insurance_712_030", "insurance_712_031", "insurance_712_032", "insurance_712_033", "insurance_712_034", "insurance_712_035", "insurance_712_036", "insurance_712_037", "insurance_712_038", "insurance_712_039", "insurance_712_040", "insurance_712_041", "insurance_712_042", "insurance_712_043", "insurance_712_044", "insurance_712_045", "insurance_712_046", "insurance_712_047", "insurance_712_048", "insurance_712_049", "insurance_712_050", "insurance_712_051", "insurance_712_052", "insurance_712_053", "insurance_712_054", "insurance_712_055", "insurance_712_056", "insurance_712_057", "insurance_712_058", "insurance_712_059", "insurance_712_060", "insurance_712_061", "insurance_712_062", "insurance_712_063", "insurance_712_064", "insurance_712_065", "insurance_712_066", "insurance_712_067", "insurance_712_068", "insurance_712_069", "insurance_712_070", "insurance_712_071", "insurance_712_072" ], "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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Kate. How may I help you?", "Good afternoon Kate, my name is Chris.", "Good afternoon Chris. How may I help you?", "I recently got a new vehicle and I wanna make enquiries on how to get insured.", "Okay so you would like to get an auto quote?", "Yeah I would love that but also I- I would appreciate if you could walk me through my options before I make my decision. Then go ahead and add my wife to my policy.", "Gotcha. Rivertown Insurance has got three auto policies you can choose from.", "Okay.", "We got the basic auto, preferred auto and complete auto policies.", "Right.", "The basic auto policy is one of the most affordable type of auto insurance you can buy. unlike the complete auto policy, this provides little coverage such as collision insurance and medical payment coverage regardless of who is at fault.", "hmm what about whoever is in the car with me in the case of an accident?", "the medical payment coverage does cover passengers in the car however this policy does not cover the other driver in an accident.", "Oh I see. How much for the basic auto policy?", "The basic auto insurance goes for a thousand dollars annually.", "Mhm", "Next we got the preferred auto policy. This 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.", "Sounds great.", "Yeah however you still get to choose the limit when it comes to the uninsured motorist coverage.", "Hmm got it.", "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.", "Great. How much does this policy cost?", "The preferred auto policy goes for fifteen hundred annually.", "Sounds a lot better than the basic auto.", "Yeah it sure does.", "And the complete auto?", "Right. The complete auto covers the most where you get an additional comprehensive insurance coverage to the preferred auto policy.", "you mind breaking down what the comprehensive covers?", "The comprehensive insurance coverage pays for damages to your vehicle from incidents other than a collision.", "how so?", "say for instance, there was a fire", "cool!", "or a hailstorm, theft, an impact with an animal or vandalism.", "sounds amazing! Sign me up right away for the complete auto.", "just a minute.", "take your time. I really like the sound of the complete auto.", "the complete auto goes for two thousand dollars annually.", "worth it!", "Could you please provide your full name and date of birth?", "Full name's Chris Chandler.", "Chandler as in c. h. a. n. d. l. e. r.?", "Yeah.", "and the date of birth?", "That's tenth of August, nineteen eighty one.", "August ten, nineteen eight one correct?", "Correct.", "Next I'm gonna need you to provide us with your state.", "Michigan", "Michigan. Got it. I'm gonna need you to provide your auto make, model, year and mileage.", "Hold on a second, let me get that information.", "Okay.", "So it's a Bentley GT Continental twenty nineteen.", "Bentley GT Continental got it.", "Twenty nineteen right?", "Yeah twenty nineteen.", "And the mileage?", "I'm gonna have to walk out to my car to get an accurate reading. Hold on just a sec.", "Take your time.", "Alright got it. It's eight hundred and twenty one miles per gallon.", "Eight hundred and twenty one MPG. Gotcha.", "Hold on a second please provide us with your e-mail address. I'm gonna be forwarding a quote so you can go ahead and make payment. As soon as that is done we can discuss adding your spouse to your policy.", "Right. My email is Chris Chandler at icloud dot com.", "Chris Chandler at icloud dot com. Done. Your quote as been forwarded.", "Thank you so much, I'll look into it as soon as possible. My wife and I will call around noon tomorrow so we can go ahead and add her to my policy.", "Perfect. I'll be looking forward to hearing from you Chris. Is there anything else I can help you with?", "No, that'll be all for now.", "Thank you so much for choosing Rivertown Insurance.", "You're welcome.", "One last thing. After this call ends, there will be a request for rating my service. Please press a number from one to five to rate your satisfaction. One being the lowest and five being the best.", "Okay I'll do that.", "Have a nice day.", "Thanks, you too. Bye.", "Bye Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "GetQuote" ], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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How can I help?", "#Uh, hello?", "Rivertown Insurance. Mike speaking. How may I help you today?", "Yes. We have a problem.", "Oh? What can I-.", "We just received a text saying, we're late? We're late paying our bill?", "I can help you look up the account sir, and resolve the problem.", "It's your problem, not our problem. We paid our bill.", "I understand, sir. And I wanna help? So, if I can just get a look at your account-.", "Roger Patterson.", "Okay, mister Patterson. Let me just get your account pulled up here.", "I need to get back to work, so please let's resolve this quickly.", "Of course, sir. May I get your date of birth and policy number, please?", "You can't pull it up by name?", "No, sir. We have security precautions to protect your account?", "So no one pays my bill? Ridiculous.", "No sir, so that, your sensitive information about the policies your hold-.", "Birthdate is October fifth. Nineteen seventy.", "Thank you, sir.", "Policy number is five-four-five-five, two-six-three-two.", "I'm sorry, mister Patterson, but-.", "But what?", "That number doesn't match what we have on file? Could you repeat it again?", "Five-four-five-five-two-three-six-two.", "There we go, I think we had a few numbers mixed up-.", "You didn't hear right? Are you in now?", "Yes, mister Patterson. Your account is loading right now. First of all, thank you for being a valued customer with Riverton for that past ten years-.", "Well, let's see if we continue, right?", "We will get this resolved, I assure you sir.", "The text says your payment of two-thousand dollars is overdue. Please contact Rivertown Insurance at eight-zero-one-five-six-three-three-three-three-four at your earliest convenience.", "Okay, I'm looking for your billing preferences here, sir.", "We made a payment two days ago! It should not be late.", "It says here, sir, that your due date was, yesterday.", "Yes! And I sent the bill TWO days ago! Your office is literally five miles from my home. The bill should have reached you by now.", "Well, the mail, it sometimes takes, like three to five days even if you're close?", "We haven't had a problem before.", "#Um, I could check with our processing team to see if the statement has been received?", "You do that.", "#Uh, okay. Please hold momentarily while I contact Christen at processing.", "Mhm.", "mister Patterson?", "Yes.", "I spoke to Christen, and she said it takes a minumum of three days for any mail within the vicinity to reach our, hands?", "Ridiculous.", "But we do have a three day grace period for our customers so the payment doesn't reflect as late?", "Mhm. So my payment won't be late?", "No, sir. If you sent it two days ago-.", "I DID send it two days ago.", "#Um, since you sent the bill two days ago, it will probably arrive, like, today and, should fall under that three day grace period.", "How do I check?", "You can either call in or-.", "Is there a way I can check online?", "Yes, you can also utilize our website to check the status of your payment. Have you used our website before?", "#Uh, no. Do I just put in my information?", "I can send a link to your email in order to set up the account.", "Email is PattersonRoger at one two three dot com.", "Thank you for the email, sir. You should see an invite to create the account. It will, be in your inbox.", "My what?", "Your email inbox. Within the next fifteen minutes. You'll have to create the account with the provided link within the next twenty-four hours or the link will expire.", "Okay. And for future reference, can I always check the website to see the status of my payment?", "Yes. You can actually do almost anything you do when you call. Like make a payment, set up auto-pay, make some changes to your account-.", "I can set up auto-pay?", "Yes. We can even set up auto-pay today, if that works for you.", "No, it doesn't. I have to work here in a moment. I just want to know how it works.", "Oh, yes. Of course. You just provide a credit card or banking account number that you'd want the payment to be withdrawn from. It's pretty easy to set it all up online.", "Uh-huh.", "You can choose from monthly, bi-annual or annual payments.", "Do you get a discount for online payment?", "No, but-.", "Is it safe?", "Our website is carefully monitored and protected by Apex, a leading internet security company?", "My neighbor works for Apex. Will he have access to my information?", "No, sir. It doesn't, work like that.", "Okay. And if I do select autopay-.", "Uh-huh?", "Will my payments always send me a receipt of the transaction? So I know it went through?", "Yes, sir. We send out an email with a confirmation number and transaction details.", "Oh! That might be-that might be just the thing.", "Great! I hope you, I wish you good luck in getting it set up.", "You said it was easy.", "#Um, it is easy, sir. And if for any chance you have any problemiss please feel free to call back in and we can have someone walk you through it.", "I don't think that will be necessary.", "No, I don't think so eigther. Just in-just in case.", "Okay.", "But, thank you for calling Rivertown. Is there anything else I can assist you with today?", "So I won't be getting a late fee? Last time I received a late fee of eighty dollars.", "If the payment is received within three days of the due date, our late fee of forty dollars will not be issued, sir.", "Oh, forty. Okay.", "If you're worried about it being late, we can make a payment now and I can make a note to destroy the, payment that's coming in the mail?", "No, no need. It will be there. I sent it two days ago.", "Yes, sir.", "Okay, well that's everything on this end.", "Thank you again for calling Rivertown. I hope you have a wonderful day, sir.", "Hm? Okay.", "Good bye.", "You said payment won't be considered late until three days after the due date, correct?", "Yes sir.", "Good bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Rivertown Insurance, what can I do for you today?", "Hi, I just needed to make some changes to my account?", "Hello, my name is Carlos, and I would love to help you with your policies.", "Oh, thanks.", "First, let's take a look at your account, okay?", "Yeah, okay.", "Can I get your full name, please?", "My name is Savannah Downrimple.", "Is that D-o-w-n-r-i-m-p-l-e?", "Yes, just as it sounds.", "Thanks for verifying that. Okay then, we just need your date of birth and policy number.", "The birthdate is October twenty first, nineteen eighty-one-.", "Uh-huh.", "And the policy number? Where would I-where would I find that?", "If you have a statement handy you would find it-.", "No, I do online billing.", "Okay, then. #Um, if you go into your online account-.", "I don't know how-I mean, my password's at home so I don't have my password.", "Oh, yes. I understand. Okay, well, there are other ways we can access your account?", "Okay.", "I would just need to verify some additional information. A social security number, phone number, and question to security question.", "Oh, okay. We can do that.", "Great! What's the social?", "You need the whole thing or just the last four digits?", "The entire number, miss Downrimple.", "Please, call me Savannah.", "Okay, Savannah. #Uh, we need the entire number in order to access the account.", "For security?", "Yes. You could always call back later or access our online account if you're not comfortable giving out-.", "No, no. It's fine. I just wanted to know if you needed-needed the whole thing or not.", "Great. Okay, I'm ready for the number.", "It's, let's see here. It's five-five-five, two-six-, five-five-five-two.", "Great. Okay, I just need the phone number we have on file now.", "A lot of protection, huh?", "Yes. As we have very sensitive information-.", "I'm just giving you a hard time.", "Oh, okay.", "Yeah, I'm just kidding you. The phone number is eight-zero-one-.", "Uh-huh.", "Four-six-two, five-five-five-two.", "Thank you for verifying that number. And finally-.", "Finally! .", "Yes, lastly we just need the answer to the security question-.", "Okay, shoot. I'm ready.", "What is the name of your first pet.", "Oh, that would be my dog, Leo. He was a poodle-maltese mix.", "Thank you answering the question we are now able to make changes to your account. I appreciate your patience while I got everything, verified.", "You don't need anything else? DNA? Last date of menstrual cycle? .", "#Uh, no.", "I'm kidding, I'm kidding. What was your name?", "Carlos.", "I'm just a loud type, Carlos. No worries-no worries.", "Okay. Great. #Um, so what changes did you need to make to your account?", "Well, I need to drop someone who's been on my insurance.", "I can certainly assist you with that process. It looks like both Dean and Koshi are on your account?", "Yes. Dean's my husband and Koshi's my daughter. She's getting married so her husband's going to add her to his insurance.", "Oh, yeah. I guess you won't' be needing her on yours anymore then.", "No, and I know she's only nineteen-.", "Uh-huh.", "But I think her fiance is a real nice guy. And getting her off my insurance doesn't hurt either .", "Yes, I think it will bring down your policy cost quite a bit.", "That's what I want to hear! Gotta pay for the wedding, you know?", "It's always nice to save a little-.", "Yeah, she wants this BIG wedding, and I'm like, seriously? I was hoping this whole covid thing would make it so they'd do one of those Zoom weddings? That's my budget, a Zoom wedding .", "Yeah, I can see how-.", "So how much will I save?", "Currently, having a teen on your account increases your Basic Auto policy by fourteen hundred annually.", "Yes! So what will my new bill be?", "After dropping Koshi from your account, you are looking at a new payment of, one moment while the computer updates.", "This is exciting! Should I do a drull roll .", "It looks like your new payment will be-.", "Drull roll .", "#Um, it will be one thousand dollars annually. That will decrease your current autopayment to eighty-four dollars a month.", "Are you kidding me? That's like, half of what I'm paying now.", "Yes, your new payment will be reflected on your autopay billing date of the first of August.", "Do I get, like, a refund for the week left that my daughter won't be on the policy?", "Unfortunately, no. If you were to ask for a refund, we would prorate it, but would have to ask for a seventy-five fee for ending the policy before the due date, so the prorate refund would actually be less than the seventy five dollar fee, so it would -.", "It would actually cost me money.", "That's correct, ma'am.", "Please, call me Savannah.", "That's correct, Savannah.", "Thank you, Juan.", "My name is Carlos-.", "Oh! I'm so embarassed. Thank you, Carlos.", "No worries!", "I guess-I guess it would give Koshi time to get on her husband's account and everything. A week isn't bad.", "Great. I'm glad it's going to work out okay for you. While I have you on the line, have you ever considered bundling your auto insurance with one of our three home policy plans?", "Oh, no, Carlos. I don't have time for that today. Maybe I call back on another day and hear all of your spiel, okay?", "I'm sorry. Didn't mean to take up your time-.", "You have been very helpful and I thank you. I just gotta go now, you know?", "Totally understand. You will be receiving confirmation of your changes to the email we have on file.", "The talkybird at one two three dot com email?", "Yes, that's what we have on file for you, Savannah.", "Oh good! You finally called me by my name. I hate all that missus and ma'am stuff. Makes me feel old. I'm only fourty, you know?", "I'm glad I could be of help to you today. Thank you for calling Rivertown. Have a great rest of your day. And good luck with the wedding!", "Well, I'll need it. Thanks again to you.", "Good bye.", "Bye for now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Juan. How may I help you?", "Yes, yes-I'm just needing my policy number? Just wondering if this is where I call to get that?", "Yes, ma'am. I can help you look up your policy number. Who do I have the pleasure to be speaking with today?", "Oh! I'm Gina. Gina Cowler.", "Okay, I'm just going to collect a few pieces of information from you miss Cowler in order to look up your account.", "It's missus Cowler.", "Thank you, missus Cowler. #Uh, could you please provide me with the birthdate and phone number on your account?", "Yes. My birthday is May eleventh, nineteen sixty-five. And the the phone number is- Could-could you hold for just a minute?", "No problem, missus Cowler.", "Thank you. I'm so sorry about that. I-I don't have my phone number memorized. Had to go find it on the-I have it written down on a piece of paper and just stick it to the fridge .", "Absolutely no problem!", "Okay, hon. Here we go-are you ready?", "I'm ready.", "It's four-three-five.", "Uh-huh.", "Eight-six-eight-.", "Mhm.", "Four-four-six-two.", "Thank you for the information. Now, in order to give you the policy number we have to do a few security checks?", "Security checks? Do I need to come down to the office?", "Oh, no, no. That won't be necessary. I'll just need both your social security number and the-the answer to the security question you set up for your account.", "Oh! Well I certainly have my social security number memorized . Had that number for a real long time now. .", "So, you have one up on me-I don't have mine memorized.", "Well, victory for me, right? .", "I'm ready whenever you are.", "The social is five-six-seven-three-three-seven-two-three-four.", "Thank for verifying that. And now it looks like the question connected to your account is, What was the name of the street you were born on?", "Oh! That's a good one! I only lived on the-on the street for a few years after I was born. Then we moved to Salt Lake. The whole pack of us. Cousins, Aunts, Uncles. .", "Oh, wow! That must have been nice to have so much family close by.", "Good for baseball teamiss not so good for privacy .", "I understand that, we have a lot of extended family living with us right now.", "Is that so, hon? Family is where the heart is, but sometimes you just need a little space of your own, isn't that right?", "See, you understand! .", ".", "Alright, so what was the name of the street you were born on?", "It was Belle View. That's b-e-l-l-e-v-i-e-w.", "Thank you for verifying! We can now look at your account and get you that policy number.", "Oh, thank you. I'm getting a new car. Well, old car. I'm getting a used car .", "Any car is a good car. Man, autos are so expensive right now!", "Yes! I bought a used, Subaru Forester for the same price that I would have purchased new a-a year ago! I know because I put off buying it, but now I'm sure paying the price. Let me tell you.", "Well, congratulations on the new car! So, does that mean you are not driving the two thousand ten Buick Regal we have on file for you?", "I still have that one too. Gonna sell it.", "But you're going to stop driving it when you purchase your Subaru?", "Oh, yes. Never going to get in that death trap again.", "Well, ma'am we can, get you set up in your Subaru as far as insurance. The policy number reflects your Buick's insurance, it isn't transferrable to the Subaru, without updating.", "Is that a fact? I didn't even think about that .", "Do you ave the Subaru's information?", "Yes, yes. I have everything right here. I guess-I guess I should get it all insured right now then, shouldn't I?", "Yes, ma'am.", "Do you have time enough to help me get this insurance going, what was your name, hon?", "My name is Juan, and I would love to help you set up the insurance for your new car.", "Oh good! Thank you, Juan! I would have just stuck my old cards in the new glove box. .", "No problem! This will actually just take a few minutes since we're already in the account.", "Wonderful.", "Before we get that all set up, do you want your policy number?", "Oh yes! I thought I should have that number written down. Maybe on another paper on my fridge .", "Doesn't hurt!", "Okay, what's the number, hon?", "The policy number for your account is eight-nine-seven-six-six-four-three-two.", "Four-three-two there at the end?", "Yes, that's correct, ma'am.", "Thank you very much! All set!", "Now let's just grab a few pieces of information from you for the new auto.", "What do you need?", "First of all, let me navigate to the correct screen .", "Oh, I know how stubborn computers can be .", "Okay, I'm where I need to be. Now, what is the year and make of your car?", "My car is a two-thousand twenty Subaru Forester.", "Thank you. And how many miles has it got on it?", "Let me look here-I've got the paperwork right in front of me. Let's see here. Sorry, there's so much information.", "It should be on a paper that looks like a title? It will also have the VIN number?", "Looking-looking. Ah! Here it is! Oh, no. That's not it. Hold on.", "No, problem, ma'am.", "Okay, I've got it. It has five-thousand and thirty-two miles on it.", "Hey, that's really good for used!", "Yes, they assured me that a little old woman had it-just like myself-and had to give up driving.", "It should be in excellent condition, then!", "Except she was a soda drinker. I found a few sticky spots-you know, like Dr. Pepper that the dealership missed cleaning up.", "Oh!", "Can't blame here. I'm a Diet Coke drinker myself .", "We all have our vice, right?", "That's for sure, hon.", "Okay. And is the VIN number where you can see it?", "This one with the numbers and letters?", "That's the one.", "Okay, here goes it. A-one-three-five-seven-Q-eight-nine-seven-W-P-are you okay so far?", "Yes, Ma'am I think I've got it.", "Three-two-four-one-kP-W. Wow! That's a big fella!", "You did great! Looks like it's pulled up the correct vehicle. So, now we just need to see if you want to stay with your Preferred Auto coverage or if you'd rather upgrade to Complete Auto-.", "No, hon. Just leave it as it is. The insurance has been jsut perfect for me. If anything, I'll probably downgrade in the next few years. Stay home more and drink my diet coke .", "Sounds good! And you want your billing preferences to remain the same?", "Yes, sir. Just as long as the Subaru is insured.", "Great! You should be receiving your new cards withing three to five business days.", "Wonderful. So glad to get that all taken care of.", "Is there anything else with which I can assist with, today?", "No, hon. You were an absolute peach. Thanks so much for your help.", "Thank you for calling in! It's been a pleasure.", "You take care now, okay? Try to find some me time.", "Will do. Thanks for calling Rivertown Insurance, you have a good day.", "Bye for now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Bonnie.", "Hi! Bonnie?", "Yes?", "This is Charlotte. Charlotte Webster.", "Oh, hello missus Webster! How are you doing today?", "Oh, I'm doing okay, Bonnie. Thanks so much for asking.", "So, if I remember correctly, you are currently in the process of moving?", "Good memory! .", "Well, when was it that we chatted? The day before yesterday?", "Yes, yes. That seems right. Monday.", "Yes, that's right.", "Well, I had so much fun, I've called back for more! .", ".", "No, but seriously. How lucky is it that I'd get you again?", "I'm the lucky one.", "Oh, you're too sweet, dear. Anyhow, I'm just calling because we finally have a closing date for the new house, and I thought we could get that address changed and the new insurance set up?", "Oh, yes absolutely! Let's get you all set.", "Wonderful. Now, do you need to do the verification thing again?", "Yes, even thought I'm about ninety-nine percent you're the same Charlotte I spoke with on Monday-.", "Oh, call me Lottie.", "See? Now I have to security check you. You're changing names on me .", "It's my own fault I guess. But I understand having to check again. Protocols, right?", "Exactly. Even if you were my own mother I'd have to ask for your security information.", "At least I know my information is safe!", "Exactly! Now, may I get your full name and birthdate, please?", "Charlotte Anne Webster. Almost like that book, Charlotte's Web? Lucked out marrying my husband, I guess.", "I love that book!", "Me too. Maybe why I decided to settle .", "Oh, that's funny. So, Lottie, would you mind verifying your birthdate for me?", "You bet. It's September seventeenth nineteen sixty-eight.", "Great! And if you recall, we also ask for a policy number?", "Oh, yes! Remember how much fuss we went through last time? I left it on the refrigerator here since I knew I'd be calling back soon.", "That was smart!", "Oh, everything's just a mess with the packing. Refrigerator is the only safe place.", "Well, it was good planning on your part to keep it handy. What is the number?", "Okay, let's see here. It looks like it's nine-eight-nine-two-.", "Uh-huh?", "Two-two-three-four.", "Wonderful. I'm looking at your account now. So you want to upgrad Home Preferred-.", "Yes, that's right. It was a new upgrade from that other one.", "Basic Home?", "Yes, yes. That's right. Thought we'd put a little more care in our retirement home. Our forever home we're calling it.", "Oh! That's sweet!", "It will be so nice having everything on the same floor. My husband is closer to retiring than I am, and his knees are toast. He can help more with the laundry when I go to work .", "That sounds so great. I'm happy it's a positive move.", "Oh, yes! We are both so excited!", "Do you have any questions on the new policy?", "#Uh, no. I think you did a great job explaining it the other day, and those papers you put through the email really helped. My daughter printed them out and my husband went over them with a fine-toothed comb . I think we're good.", "Great! And did you make any decisions about the pet insurance we talked about?", "Honestly, I just don't know yet. We're on the fence about that one. But maybe. A definite maybe.", "Well, if you have any questions or anything, you just give us a call back.", "You can bet on it! It's so much easier for me to call in then to use the website.", "I understand. Sometimes it saves time just to work with another human being.", "Oh, yes. I think so.", "Okay, so just to clarify, we are planning on activating the Home Preferred insurance on the new house, on- what was the date?", "Yes, that's why I was calling. We will be closing in two weeks, on the seventeenth. Of this month, August.", "Great! Let me put in the necessary information here. It looks like we don't have your new information for the house in the system yet?", "The other reason I called . Need a house address for the new house! .", "Yes, that's always helpful. .", "Okay, I have the address right here. Ready?", "Ready when you are!", "Okay. It is twenty-five thirty-nine Krystal Lane. And that's krystal with a K.", "Thank you for that. And zip?", "Oh, yes! So, it's Utah, of course. And the city is Sandy with a zip code of eight-four-one-two-one.", "Got it. Thanks. So it looks like you're set to begin your new insurance on August. Since you are upgrading with the move there will be no seventy-five dollar penalty for ending the pre-existing insurance early-.", "Well, I should hope so! .", "You'd be surprised. Some of those other insurance companies will charge you for simply breathing, it feels.", "Oh, we're Rivertown customers for life. We're had claims in the past and, well, no problems on our end. Always positive.", "Glad to hear it!", "Yourself included in that, of course.", "Well thank you, Lottie. It's a pleasure to help! Now, it looks like the Home Preferred account will be a little more than your previous plan-.", "Which is to be expected.", "Definitely. So it looks like it's an increase of four-hundred dollars? So your new total is two-thousand yearly?", "Well, that's not bad at all! Can we keep our previous paying plan?", "Yes, let me take a quick look here.", "Of course.", "So it looks like you are signed up for monthly auto-pay with your checking account ending in four-seven-two-nine?", "Yes, that sounds right.", "So your new total monthly will be-.", "And will that still be on the first of the month?", "Yes, that's right.", "Wonderful.", "And the new amount will be one hundred sixty-seven dollars monthly.", "Oh, well, that's not bad at all.", "I'm glad it works for you!", "Okay, then! I think we're all set.", "The only other thing is that we will prorate your remaining time from your previous insurance-.", "Uh-huh.", "So you will see a small bill for seventy-two dollars which covers the two weeks of this month-.", "Oh, right! I didn't even think of that.", "But other than that, I think we're all set. As always, you'll receive a receipt for your autopayment to your email which is-.", "Do I have the Charlotte''swebster at one two three dot com on file?", "Yes. Clever name!", "Thank you. It was my daughter's idea-she's the clever one.", "Well, it's been wonderful talking to you again, Lottie.", "So glad we connected again!", "Good luck with your move, and give us a call if anything comes up or if you have any questions.", "You bet! I'll keep this policy number handy. And maybe we'll do the pet insurance. I'll talk to Hank when things settle down.", "Sounds good. Thanks for calling Rivertown. Have a wonderful rest of your day!", "You too. Bye for now!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_717_000", "insurance_717_001", "insurance_717_002", "insurance_717_003", "insurance_717_004", "insurance_717_005", "insurance_717_006", "insurance_717_007", "insurance_717_008", "insurance_717_009", "insurance_717_010", "insurance_717_011", "insurance_717_012", "insurance_717_013", "insurance_717_014", "insurance_717_015", "insurance_717_016", "insurance_717_017", "insurance_717_018", "insurance_717_019", "insurance_717_020", "insurance_717_021", "insurance_717_022", "insurance_717_023", "insurance_717_024", "insurance_717_025", "insurance_717_026", "insurance_717_027", "insurance_717_028", "insurance_717_029", "insurance_717_030", "insurance_717_031", "insurance_717_032", "insurance_717_033", "insurance_717_034", "insurance_717_035", "insurance_717_036", "insurance_717_037", "insurance_717_038", "insurance_717_039", "insurance_717_040", "insurance_717_041", "insurance_717_042", "insurance_717_043", "insurance_717_044", "insurance_717_045", "insurance_717_046", "insurance_717_047", "insurance_717_048", "insurance_717_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. This is Brian, how can I help you?", "#Uh, hi. I was calling b-because I need to cancel my policy.", "#Um, okay. I'm sorry to hear you are thinking of changing your policy. In order to assist you may I'll need to verify your information. Can I first get your full name and birthdate?", "#Uh, yeah. My name is Brad Martin and birthdate is April three rd, ninteeen ninety-one.", "I'm sorry, but the name and birthdate aren't pulling any accounts could it be under any other name? Or do you have the policy number handy?", "yeah, try my wife's name, it's Cindy Martin. Birthday is, let me think here. March...four th? nineteen ninety-two?", "Okay, great. Thanks for that information. I just need you to confirm your policy number and we're set.", "#Um, I don't have a policy number.", "#Uh, I'm sorry mister Martin, but I'm unable to process a cancellation without-.", "Oh wait, yeah, here's the policy number. I've found it-.", "Great!", "Are you ready for it?", "Yes, let me get to the right screen. Yes, okay. I'm ready for it.", "Okay, the number is eight zero eight nine seven seven six five. I mean, five six.", "So I have eight -zero -eight -nine -seven -seven -five -six?", "Yes, that's right.", "Thank you for that information, mister Martin. I see you have been loyal policy holders since two zero one eight. It looks like you have both a home and auto policy with us. May I ask what policy you were thinking of cancelling, and if there's anything we can do to, help you stay with us here at Rivertown Insurance?", "I'm cancelling the whole thing, sorry. My sister's an insurance agent and can save us a lot more.", "May I ask what rates you are being offered? Perhaps we can find a way to-.", "No. Just cancel it. Sorry to be rude, but we're just cancelling.", "I understand, mister Martin. Well, we hate to see you go. When were you hoping to cancel the insurance?", "As soon as possible.", "Are you hoping to cancel, today?", "Yes.", "#Um, okay. Just for your information, you currently hold our most expensive coverage program for your two zero zero two Subaru Outback. We do offer coverage ranging from only one thousand dollars-.", "I'm sorry but I just want-want to cancel.", "I understand, mister Martin. I will be happy to help you cancel your coverage.", "Okay.", "Just so you understand, mister Martin, you will be stopping both our comprehensive home and auto coverage which includes our platinum member perks. This means you will not longer receive the five percent accident-free incentive offered--.", "Didn't even know that existed.", "#Um, and we would honestly love for your to reconsider your options. We also offer pet insurance which can be bundled with the home and auto which may provide you with additional savings.", "Pet insurance? #Uh, just out of curiosity what do you offer?", "One moment while I look up our pet insurance policy options, mister Martin. Okay. Here we are. #Um, looks like we offer deductibles of two hundred fifty, three-fifty and five hundred. Our coverage-.", "Does it cover pre-existing pet conditions?", "#Um, I'm going to have to check with my supervisor on that? Could you hold for a moment mister Martin?", "No, no, no. Nevermind. I was just curious, I don't think we'd really be interested.", "It would be no problem to check, mister Martin! I'd love to share our options with--.", "No, I'm sorry but I really just need to cancel and go.", "Okay, I understand, mister Martin. Just so you know, there is a seventy-five dollar fee for cancelling before the renewal date of August one two th.", "Seventy-five dollars? Are you kidding me?", "I'm sorry, mister Martin, but those are the terms that were agreed to upon signing.", "So I won't be reimbursed for the unused time between now and August? This is ridiculous.", "I'm sorry, mister Martin. #Uh, for us to process the cancellation the seventy-five dollar fee is--.", "Just do it. I don't care. Charge me seventy-five dollars.", "Okay, mister Martin. While we're waiting for the cancellation to process, how would you feel if I informed you that as a platinum member, we can offer you a one-time incentive of a fifty dollar credit on your next billing cycle for staying with us here at Rivertown Insurance.", "Just cancel it.", "Thank you for your patience, mister Martin. We have cancelled both your home and auto insurance. Is there anything else I can do for you today?", "No. Thanks.", "Thank you, mister Martin. And if you-you have any further questions please don't hesitate to call. Thank you for calling Rivertown Insurance.", "Uh-huh." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Marsha. How may I assist?", "Hi there, I was just checking out your website-.", "Uh-huh?", "And I saw that you actually, offer low-cost life insurance for kids?", "For dependents? Yes, we offer the same policies for kids as for adults.", "Excellent. I-well, I mean, we-my husband and I, have-both have life insurance accounts with Rivertown?", "I would be happy to give you the details of the offerings available for dependents.", "That would be great! I know-I know that we have the Universal Life Insurance plans?", "Uh-huh.", "I don't know-I don't know if we want that exactly-.", "Well, our two other plans are Term Life Insurance and Whole Life Insurance.", "Okay?", "Term Life Insurance you would pick a period of time, say, fifteen years, twenty-years or thirty-years are the most common increments-.", "Uh-huh.", "And at the end of that period, you would cash out the money that's been invested into the plan and put it into a new plan.", "Oh. So, in the unfortunate event that something would happen-.", "The recipient would only receive what has been paid into the policy. Nothing more. But it isn't taxed.", "Oh. I see. So, there was the other one you mentioned, Whole?", "Yes, Whole Life Insurance.", "How does that work, exactly?", "It will gain an average of one to two percent of it's value-.", "Uh-huh.", "And at the time the dependent reaches legal age, eighteen, they can choose to cash out the policy, say, for college, or maybe a downpayment for a car or house?", "Uh-huh?", "Or they can choose to keep the policy with the guaranteed yearly payments, without that ever increasing.", "Oh! So it's like a smaller version of our Universal policy?", "Exactly.", "Okay. Okay. So, what's the price for that one?", "We offer term life insurance for eighteen hundred a year.", "Eighteen hundred? So, what-that's like, let's see here-about two hundred a month?", "Yes. One-hundred fifty a month.", "Okay. Well, that doesn't seem too bad.", "No, it actually seemiss I don't know, kind of dark to some people to buy life insurance for their kids?", "Yeah, I felt weird calling in.", "But really, it's just like investing in their IRA or any other investment plan.", "That makes me feel better. Honestly, one of the reasons I'm looking into it-.", "Uh-huh?", "My co-worker just lost her little girl-.", "I'm so sorry to hear that.", "Yes, it was heart-breaking. But she is just financially destroyed from all the medical bills? And funeral costs? I mean, that's worst case of a worst case scenario, you know?", "I totally agree! I've been meaning to set something up for my little guy, but just haven't gotten around to it.", "Yeah. Yeah, it's just one of those hard things about being a parent. Not just sunshine and flowers all the time-so much planning.", "Oh, I agree. You have to make some tough choices sometimes.", "My daughter is twelve?", "Okay.", "And we had to decide whether to give her the covid shot or not?", "Yes?", "And, I mean, I know everyone is encouraged to get the vaccine, but my family doesn't really believe in all of that.", "Oh?", "And well, I just worry about her health if she gets it-the Covid.", "Definitely.", "And I worry about her health if I give her the shot.", "I totally understand.", "I guess-I just want to have some control on the financial headaches of life, you know?", "I completely understand.", "So when she's an adult she'll get to say if she wants to continue? And she can change who gets the payout if something happens?", "Yes, absolutely.", "Would it matter if she has, pre-existing conditions?", "We would make note of that. Depending on the situation it can increase your premiumiss.", "So I'd have to bring her in for a physical?", "Yes, we do require a doctor's note of general health.", "Yeah, I know that my husband's and mine, our premiums are kinda high? We both have type two diabetes.", "I'm sorry to hear that! That's tough to navigate those kind of things.", "Yeah. And my doctor said since we both have it-.", "Uh-huh?", "She's at a greater risk?", "That's too bad. But she's healthy so far?", "Oh, yeah. She does track and she eats apples. Really healthy.", "That's great news!", "I guess there's a- genetic link to type two diabetes?", "Oh, really?", "Yeah. My husband ordered this-what is it-like twenty-four and me test?", "Uh-huh?", "And it will tell him if he has the, genes or not.", "That's very interesting.", "Yeah, I don't know if I believe in all of that? I don't think genes do everything.", "Oh, yes. I agree that lifestyle plays a big factor-.", "And prayer.", "Oh? #Um, yes, many factors contribute to good mental and physical health.", "I know some people might think I'm crazy-.", "Oh, no! I wasn't trying to say that-.", "I just think there's a reason for everything, you know? There's a big plan.", "Well, That's comforting. So, with the dependent life insurance policy-.", "Yes?", "Is that, something you'd like us to set up for you today?", "Well, like I said, I'd have to bring Janelle to the doctor. We don't usually go? I prefer more natural remedies.", "We could start setting up the account-.", "My friend is always on antibiotics for ear infections? And I'm like, if they worked, then you wouldn't get them anymore.", "Oh, I see.", "I use ear candles? It really unblocks those ear canals. Never had an infection in my life.", "Good to hear it! We could make a note in your account, so that when you call in the agent is all caught up with what we've chatted about?", "Sinus infections are harder.", "Are they?", "We have a neti pot. You have to use sterilized water because bacteria can actually get up into your brain and cause a fuss.", "That sounds, not good. So would you like me to open your account and maybe make a note of our discussion? Perhaps have an agent give you a call back in a week or so?", "Oh, no thank you. This was just information gathering. I'll take to the husband and give you a ring if we decide to proceed.", "Oh. Well, is there anything else I can help you with today?", "Nope. Thanks so much!", "Thank you for calling Rivertown. Have a good day.", "Yep, you too." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_719_000", "insurance_719_001", "insurance_719_002", "insurance_719_003", "insurance_719_004", "insurance_719_005", "insurance_719_006", "insurance_719_007", "insurance_719_008", "insurance_719_009", "insurance_719_010", "insurance_719_011", "insurance_719_012", "insurance_719_013", "insurance_719_014", "insurance_719_015", "insurance_719_016", "insurance_719_017", "insurance_719_018", "insurance_719_019", "insurance_719_020", "insurance_719_021", "insurance_719_022", "insurance_719_023", "insurance_719_024", "insurance_719_025", "insurance_719_026", "insurance_719_027", "insurance_719_028", "insurance_719_029", "insurance_719_030", "insurance_719_031", "insurance_719_032", "insurance_719_033", "insurance_719_034", "insurance_719_035", "insurance_719_036", "insurance_719_037", "insurance_719_038", "insurance_719_039", "insurance_719_040", "insurance_719_041", "insurance_719_042", "insurance_719_043", "insurance_719_044", "insurance_719_045", "insurance_719_046", "insurance_719_047", "insurance_719_048", "insurance_719_049", "insurance_719_050", "insurance_719_051", "insurance_719_052", "insurance_719_053", "insurance_719_054", "insurance_719_055", "insurance_719_056", "insurance_719_057", "insurance_719_058", "insurance_719_059", "insurance_719_060", "insurance_719_061", "insurance_719_062", "insurance_719_063", "insurance_719_064", "insurance_719_065", "insurance_719_066", "insurance_719_067", "insurance_719_068", "insurance_719_069", "insurance_719_070", "insurance_719_071", "insurance_719_072", "insurance_719_073", "insurance_719_074", "insurance_719_075", "insurance_719_076", "insurance_719_077", "insurance_719_078", "insurance_719_079", "insurance_719_080", "insurance_719_081", "insurance_719_082", "insurance_719_083", "insurance_719_084", "insurance_719_085", "insurance_719_086", "insurance_719_087", "insurance_719_088", "insurance_719_089", "insurance_719_090", "insurance_719_091", "insurance_719_092", "insurance_719_093", "insurance_719_094", "insurance_719_095", "insurance_719_096", "insurance_719_097", "insurance_719_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. This is Jeff, how can I help you today?", "Hi there. #Uh, I just have an account and needed to check my balance?", "Sure. I can help with that. I just need some info real quick.", "Okay, yeah, that's fine.", "May I have-have your name and number?", "My name is Joy and my number is eight-zero-one-five-six-six-seven-seven-six-six.", "#Uh, could I get your last name too?", "Oh, yes. I'm sorry. My name is Joy Arnold.", "Okay, thanks for that information missus Arnold.", "miss Arnold.", "Oh, okay. Sorry, miss Arnold. #Uh, and, what's the phone number again?", "It's eight-zero-one-fix-six-six-seven-six six.", "Great. Thanks for that. And can I have you verify your policy number, please?", "Yes, I've got it right here. It's three-three-three-three-.", "Uh-huh.", "Four-four-four-four-four.", "#Um, the number should be- only eight digits long? Did we get an extra four in there maybe?", "#Um, let me try that again. Sorry, lots of repetition.", "No problem!", "Okay, it's three-three-three-four-four-four-four-four.", "Okay, great. Yes, that's it. Thanks so much for verifying your account. What can I help you with today?", "I was just wondering if I could check on my account balance?", "Absolutely! It looks like you have a Preferred Auto policy with us-.", "Yeah, that sounds right.", "And you have a payment plan of dividing the, payment into bi-annual sumiss Looks like, a payment of seventy hundred and fifty dollars is due by tomorrow?", "Oh, no. Yeah. I was worried that was the case. I just, found my bill under, all this junk and I forgot to send it in. Shoot.", "No problem! We can make a payment now over the phone, if that works for you?", "Oh, yeah. That would be great. Would it be late if I made it this way?", "No, it would be automatically updated into the system. We also have a three day grace period for late payments before the additional twenty five late payment is triggered, so you're good.", "Great! Yeah, that would be great.", "So, whenever you are ready, I can take that credit card number from you? We could also set you up for auto-payment if you'd like.", "Oh!", "That way, you won't have to worry about making another late payment. We also offer a five dollar discount for each payment made by autopay.", "Okay, yeah. I mean, five dollars might not be much, but it's five dollars, right? .", "Absolutely! And peace of mind.", "Yeah, that too. Okay. #Uh, and you need a credit card?", "We could also do a checking account number, if that's-if that is better for you.", "No, no. I'd rather, do a credit card, if that's okay?", "No problem! That works just fine.", "Great. Okay. So, it's a Visa?", "Okay.", "And the number is-I'll go slow. It's seven-seven-seven-seven-.", "Uh-huh.", "Eight-two-eight-two-.", "Okay.", "Seven-seven-seven-seven-.", "Mhm.", "Four-two-four-two.", "Okay, great. Thanks for that info.", "Glad we got it the first time .", "Yeah, nice, right? Okay. And what's the expiration on that card?", "It looks like it's, December of two-thousand twenty-five.", "And CCV?", "What now?", "It's the three digit code on the back of your-.", "Oh, yeah! I've got that here. It's two-two-three.", "Okay, thank you for that information. So, just to clarify, we are going to make a one-time payment today of seven-hundred and fifty dollars.", "Great, thanks.", "And then we are setting you up for automatic payments for your Preferred Auto policy. The payments will automatically bill every six months beginning on your next billing due date, which is, one moment while I check-.", "No problem.", "December. It should be on December first twenty twenty-one.", "Sounds goods!", "And that payment will reflect the five dollar deduction, so your bill will be for seven-hundred and forty five dollars.", "Okay. Nice. Got it.", "So, I have a confirmation code for your online payment? Would you like to write this down?", "Oh, yeah. That would probably be a good idea, right?", "Sure. Are you ready?", "Just a moment here-yes, I'm ready. Go ahead.", "It's B as in boy, one-four-six-two-seven.", "So, B as in boy, one-four-six-two-seven?", "Yes, that is correct, ma'am.", "Okay! Think we're set! Thanks for your help.", "Oh, yeah. My pleasure. #Um, you will also be receiving a confirmation to the email we have on file for you here. The email is, well, do you want to confirm your email, actually?", "Sure. It should be crazycat at one two three dot com.", "Yeah, that's what we have on file here.", "I've had that email since High Schoo!", "Oh, wow. Yeah, mine's just boring. Like the cat reference.", "I don't even have a cat anymore, I should probably update .", "Or get another cat .", "I do have an extra five dollars now. .", "Yeah, yeah. So true. Anyhow, okay. So I'm happy we were able to get that set up for you. Your account is now current.", "Thanks so much! You've been great!", "Thanks! #Uh, before I let you go, have you ever considered bundling your home insurance with your auto for additional savings?", "I actually don't own? I rent, so no. I'm not, interested at this time.", "We also actually offer renter's insurance?", "Oh, I'm not really-.", "Two different policy types, Basic Renter's and Preferred Renter's? It is actually really inexpensive for a little peace of mind.", "I think, renter's insurance is figured into the payment that I do right now? I don't think I need it?", "Okay. Great. I mean, if you find out you need it please don't hesitate to call and we can save you even more money.", "Yeah, sure. I'll ask and make sure.", "Great. Thanks again for calling Rivertown Insurance. Please don't hesitate to call if you have any further future questions.", "Hey, I won't. Thanks again for your help.", "There is an optional survey you can fill out if you are happy with your service, just hold on the line if you have time.", "Oh? Okay.", "No worries if you can't. It's just something we have to mention.", "Yeah, I get it. No problem.", "Have a great day!", "You too.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Amanda speaking.", "Hi, there Amanda. This is Jason Reynolds. I'm needing some assistance.", "Of course. How can I help?", "I'm moving, and need to update my address.", "Yeah, sure. Let's get your account updated. May I have your name one more time?", "Jason Reynolds. R-e-y-n-o-l-d-s.", "Thank you. I have a friends that's a Reynolds.", "Is that so?", "Yeah, Suzy? Suzy Reynolds?", "I don't know a Suzy, maybe a long-lost cousin?", "Maybe. Kinda a common name, right?", "#Uh, yes. Yes-there are quite a few of us.", "Okay, let's see here. May I get your birthday and policy number?", "Which one would you like first?", "Let's do policy number.", "Got it right here.", "Great.", "It's three-three-four-five-six-seven-seven-seven.", "Yeah, let's see here. #Um, that's not pulling anything up? Could you maybe- repeat that again?", "Yes. Certainly. It's three-three-four-five-six-seven-seven-seven.", "There we go! Must have hit something wrong the first time. Great. And now just verify the birthday?", "November first, nineteen seventy.", "Thank you for verifying all that. Now, let's see here. You said you needed to update an address?", "Yes, ma'am.", "Okay, so no more Laurel Avenue?", "That's right. Time to move on.", "And what should I put down for your new address?", "It's four-four-six-nine Elm Street?", "Oh! So your changing a laurel for an elm, huh? .", "Yep, that sounds about right.", "Okay. And what's the rest of the address?", "So it's four-four-six nine Elm Street, that's in Utah of course. City is Midvale. And zip is eight-four-six-two-zero.", "Okay. Looks like we have everything updated!", "Wonderful! Thanks for your help.", "So, mister Reynolds? It says here that you have pet insurance with us?", "Yes, that's right.", "I was wondering, have you ever considered our home, auto or life insurance policies? It could save you a bit of money if you have combined services with us.", "Well. #Uh, currently we have Progressive? And we've had a hard time finding any other place that's as competitive with rates.", "I understand that. But it might be worth your time getting a quote? It wouldn't take very long.", "#Um, I really am on my way out right now? But is there anyway I could call back later?", "Oh, yeah. We're here Monday throught Friday from six to eight at night.", "No weekends?", "#Uh, we have people for emergencies? Like for claimiss But not our, regular customer service. But you could get a quote online at our website?", "Really? That's a nice perk.", "Yes, we have an online chat set up for customers. Are you currently set up with an online account?", "No, no I'm not. Unless my wife has set one up? Let me ask her real quick.", "Sure. I'll hold.", "No, it looks like we haven't set up an online account.", "It's super simple. I'd just verify the email we have on file for your and send you a link. The link has all the info you'll need to set up your account.", "Okay. Let's go ahead and do that. I'm more likely to have time on the weekends.", "And a nice thing is that you do a lot of things on your account? Like, you could have updated your address there, or your phone, or like, make a claim. Lots of things. Or if you get another pet?", "Well, yes. This sounds like just the thing. So you just need to verify my email?", "Yes, your email please.", "Our email is reynoldsfam at one two three dot com.", "Thanks for verifying that email for me.", "No problem.", "You'll be receiving that link in your inbox within the next fifteen minutes. Just go ahead and activate your account within the next twenty-four hours or the link will expire.", "Okay. The next twenty-four hours.", "Yeah. And for any reason you miss the time limit, just give us a quick call back and we'll send you another one.", "Wonderful! Sounds like a plan.", "Okay. Well you have a good day now.", "You too. Oh! I almost forgot.", "Yes?", "My wife was wanting to ask, is it possible to change our billing frequency?", "Let me take a quick look at what's set up right now.", "I think it's monthly? I was wondering if there were different options?", "Yes. We offer monthly, like you have now. Or we have bi-annually or annually.", "And remind me, what's the coverage cost for a full year?", "Looks like our Pet Preferred is a thousand dollars a year.", "That sounds about right.", "Are you interested in getting things changed?", "Is this something I could do online?", "Yes, you can change billing frequency online.", "One moment. My wife's saying something.", "Oh, yeah. No problem.", "She says go ahead and change it to bi-annually.", "I should change it now?", "Is that okay?", "Yes, of course! Okay, let me just navigate to the right screen here.", "Thanks. Sorry for all the trouble.", "Not at all! No problem. I'm glad we have time to make these changes for you.", "Seems suspicious that I have time for this but not for a quote .", "Oh, no. I get it. Sometimes it's easier to do things like that online. I totally understand.", "Well, thank you.", "Okay. I'm just going to go ahead and change your billing frequency to bi-annual. That will be five hundred due on, let's see here, it take a minute for the computer to update.", "Sure.", "Okay, it looks like it will be due on September first?", "Yes, we're getting close, aren't we?", "Where did the summer go!", "I was just saying the same thing this morning. Better start soaking up the sun.", "No kidding. Okay, so just to recap. We changed your address-.", "Yep.", "Sent a link for online account access, and we also changed your billing frequency to bi-annual payments of five-hundred dollars. And your billing preference is still bill by mail, correct?", "Yes, that sounds right.", "Are you interested in autopay?", "No, I took up too much time already. I'll think about that one.", "Sounds good, mister Reynolds. Thanks so much for calling in today. Hope you have a good one.", "Thanks for everything. You have a great weekend as well.", "Will do!", "Bye for now." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_721_000", "insurance_721_001", "insurance_721_002", "insurance_721_003", "insurance_721_004", "insurance_721_005", "insurance_721_006", "insurance_721_007", "insurance_721_008", "insurance_721_009", "insurance_721_010", "insurance_721_011", "insurance_721_012", "insurance_721_013", "insurance_721_014", "insurance_721_015", "insurance_721_016", "insurance_721_017", "insurance_721_018", "insurance_721_019", "insurance_721_020", "insurance_721_021", "insurance_721_022", "insurance_721_023", "insurance_721_024", "insurance_721_025", "insurance_721_026", "insurance_721_027", "insurance_721_028", "insurance_721_029", "insurance_721_030", "insurance_721_031", "insurance_721_032", "insurance_721_033", "insurance_721_034", "insurance_721_035", "insurance_721_036", "insurance_721_037", "insurance_721_038", "insurance_721_039", "insurance_721_040", "insurance_721_041", "insurance_721_042", "insurance_721_043", "insurance_721_044", "insurance_721_045", "insurance_721_046", "insurance_721_047", "insurance_721_048", "insurance_721_049", "insurance_721_050", "insurance_721_051", "insurance_721_052", "insurance_721_053", "insurance_721_054", "insurance_721_055", "insurance_721_056", "insurance_721_057", "insurance_721_058", "insurance_721_059", "insurance_721_060", "insurance_721_061", "insurance_721_062", "insurance_721_063", "insurance_721_064", "insurance_721_065", "insurance_721_066", "insurance_721_067", "insurance_721_068", "insurance_721_069", "insurance_721_070", "insurance_721_071", "insurance_721_072", "insurance_721_073", "insurance_721_074", "insurance_721_075", "insurance_721_076", "insurance_721_077", "insurance_721_078", "insurance_721_079", "insurance_721_080", "insurance_721_081", "insurance_721_082", "insurance_721_083", "insurance_721_084", "insurance_721_085", "insurance_721_086", "insurance_721_087", "insurance_721_088", "insurance_721_089", "insurance_721_090", "insurance_721_091", "insurance_721_092", "insurance_721_093", "insurance_721_094", "insurance_721_095", "insurance_721_096", "insurance_721_097", "insurance_721_098", "insurance_721_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": [ "Thanks for calling Rivertown, this is Jack. How may I help you today?", "#Uh, hello? I called earlier this week, and I just needed help canceling my mom's policies.", "Oh? Okay. Yeah, I can help you with that. #Um, do you- what is the reason for cancellation?", "She passed away recently.", "Oh! I'm very, sorry to hear that. Is there anyone else on the policy aside from your mother?", "No, my dad also passed a few years ago. I'm their only child.", "My condolences to you on your loss.", "Thank you.", "I think we can let you cancel it? I'll have to check with my-.", "When I called earlier they gave me a claim number for the life insurance-.", "Uh-huh.", "And, also said if I had her policy number, birthdate and answer to security question that I could cancel the account.", "Okay, yeah. It sounds like we probably can go ahead and look up the account.", "Great.", "What is the name on the account?", "It's Karen Durvitz. That's D-u-r-v-i-t-z.", "Thank you for that information. And what is the phone number on the account?", "My mom's number was-was. #Uh, let me look-it's in my phone so I don't usually need-need to dial it myself, you know?", "Of course, go ahead and check.", "Okay, let me just put you on speakerphone here. Okay. Are you ready?", "Yes, go right ahead, sir.", "It's Eight-zero-one, nine-six-six, one-eight-six-two.", "Thank you. And do you have the policy number handy?", "Yes, I have it right here. It's eight-eight-four-seven-six-six-two-zero.", "Thank you so much for verifying the account. Yes, I see that the previous representative that you spook-spoke with, made a note documenting your previous conversation.", "That's right.", "Great. I'll just need you to now, verify the security question in order to make any changes to the account.", "No problem. I think the question was, what was your high school mascot.", "Yes, that's the question we have on file.", "It's the cougars. She was a Kearns Cougar.", "Yes, that's right. Okay, so I am speaking to Karen's son? Could you, verify your name for me?", "Absolutely, this is Kevin Durvitz.", "Thank you, mister Durvitz. Okay, so it looks like your mom was enrolled in both our Home Preferred and Basic Auto policies. Does that sound correct?", "Yes, that matches what I have here in her records.", "Unfortunately, we are not able to reimburse for the unused time? I apologize, but-.", "I understand. I'm sure it's in the contract?", "Yes, there is usually a fee to cancel early, but we will waive that in this situation.", "Thanks for that.", "Oh, yeah. So unfortunate.", "Yeah.", "Okay, then. Looks like we successfully cancelled Karen Durvitz's Home Preferred and Basic Auto policies. Is there an email where I can send confirmation of this transaction?", "Yeah, my email is bunny at one two three dot com.", "Oh, it looks like we have that recorded in the notes here.", "Yeah, they asked for it when-when I called earlier.", "Okay, well, I'm sorry again for your loss. Is there anything else I can help you with?", "Actually, yeah. They gave me, a claim number when I called in for the life insurance policy my mom had?", "Okay? Were you wanting the, an update? Or-.", "Yes, the guy I talked to earlier said that someone would be contacting me within twenty-four hours, but I haven't heard anything.", "And when did you call in again?", "It was on, Friday?", "Yeah, I'll look that up for you if you have the claim number handy?", "Yeah, yeah. The number is eight-two-three-three-eight-six-two-four.", "Great, thanks. And you already verified your name is Jack Durvitz.", "That's correct.", "Could you verify the address and phone we have on file for you?", "Address is one two three Conifer Circle, Salt Lake City, Utah. Eight four two one two. And the phone number is four-three-five, six-two-one, eight-eight-nine-one.", "Thank you for verifying that. Okay, it looks like since you called in on Friday, the claim wasn't even looked at until Monday, which is why-.", "Oh! They meant business days?", "Yes, unfortunately our life insurance policies aren't, processed on weekends?", "Okay.", "And so, you should be getting a call actually later today.", "Oh, that works great.", "I actually have the name and number of the case worker on your account, if you're interested?", "Maybe that would be good-in case I miss the call or something. I'm busy moving and I don't want to miss the call.", "Yeah, it probably would be best if you jotted this down.", "Kay. Yeah, Lemme just, grab something here to write down the information.", "No problem. Just let me know when you're ready.", "Thanks. Okay. Go right ahead.", "The agent will be Lindsey Graham. That's g-r-a-h-a-m.", "Okay.", "And the phone number is eight-zero-one-four-four-four-three-three-two-one.", "Can I read that back to you?", "Yes, sure. Go right ahead.", "Eight-zero-one-four-four-four-.", "Uh-huh.", "Three-two-two-one.", "#Uh, I think you have the last four digits mixed up? It's three-thee-two one.", "Okay. So, eight-zero-one-four-four-four-three-three-two one?", "Yes, that's it.", "Hey, sorry about that. It's a little noisy here-.", "Oh, absolutely no problem! Glad we got that sorted out.", "Well, thanks again.", "If for any reason you-you have any other questions, or anything, please don't hesitate to call back.", "Hey, thanks for all your help.", "No problem-you have a great day!", "You, too, thanks again. Oh hey!", "Yes-I'm still here.", "Do you guys by chance have offices in Colorado? I'll be moving there in the next few weeks and I wondered if it was possible to get a quote for home insurance?", "Unfortuantely we only operate here in Utah.", "Oh, that's too bad.", "Yeah, we're a small company, but I heard we might be expanding more nationally in the next year? After all the covid stuff settles down.", "Oh, yeah, yeah.", "So, you might want to check back maybe later in the year?", "Yeah, that sounds great. I just-just had a really positive experience everytime I've had to speak to anyone here.", "I'm very happy to hear that! And again, I'm sorry for your loss and hope everything in Colorado goes well with you.", "Hey, I really appreciate it. Fresh start, right?", "Absolutely. Good luck! And thanks again for calling Rivertown Insurance.", "You have a good one.", "You too! Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_722_000", "insurance_722_001", "insurance_722_002", "insurance_722_003", "insurance_722_004", "insurance_722_005", "insurance_722_006", "insurance_722_007", "insurance_722_008", "insurance_722_009", "insurance_722_010", "insurance_722_011", "insurance_722_012", "insurance_722_013", "insurance_722_014", "insurance_722_015", "insurance_722_016", "insurance_722_017", "insurance_722_018", "insurance_722_019", "insurance_722_020", "insurance_722_021", "insurance_722_022", "insurance_722_023", "insurance_722_024", "insurance_722_025", "insurance_722_026", "insurance_722_027", "insurance_722_028", "insurance_722_029", "insurance_722_030", "insurance_722_031", "insurance_722_032", "insurance_722_033", "insurance_722_034", "insurance_722_035", "insurance_722_036", "insurance_722_037", "insurance_722_038", "insurance_722_039", "insurance_722_040", "insurance_722_041", "insurance_722_042", "insurance_722_043", "insurance_722_044", "insurance_722_045", "insurance_722_046", "insurance_722_047", "insurance_722_048", "insurance_722_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thanks for calling Rivertown Insurance, this is Brad, how may I help you today?", "Yeah, I just moved? I need to-need to update my address?", "Sure. Can get your name and birthdate, please?", "Don't you, need my address?", "Yeah, I just need to verify your policy first?", "Oh, yeah. Yeah. I get it. Okay. My name is Doug Carter. Douglas Carter.", "Thank you, mister Carter. And may I get a birthdate?", "Yeah, it's April fifteenth nineteen ninety-five.", "Thank you for that. And now if you could just verify your policy number?", "Policy number? #Uh, I don't have that on me right now. I'm in the middle of moving and I don't know where anything is .", "No problem. We can verify using other information.", "Hey, thanks.", "Can I get your social security number?", "Whoa! That escalated quickly . You need my whole social?", "#Um, yeah, in order to verify your acocunt-.", "Yeah, I get it. Just let me leave the room. I have a bunch of people over here, helping me.", "Sure, no problem I can wait.", "Yeah, just a minute. I'll go out to the balcony. Okay.", "Ready?", "Yeah, it's five-two-two-three-four-six-nine-two-six.", "Thank you for verifying that information. And now I'll just need you to verify the answer to your security question?", "Oh, yeah sure. What's the question?", "What was your High School's mascot?", "The Beavers.", "Great! Thanks for getting your account all verified. And you needed to update a phone number?", "No, I needed to, change the address?", "Oh, yeah. Moving. That's no fun .", "Yeah, well, it's better than staying in this dump .", "Glad to hear it's a move for the better.", "Well, it's actually to move back with my parents?", "Sounds good to me. Free rent and sandwiches. .", "Yeah, I wish. They're making me pay rent, but it's better than what I'm paying now. .", "At least there's that, right?", "Could be worse.", "Okay, then, can you verify what address we have on file currently?", "Yeah, it's one-four-seven Clemence Street. Salt Lake City, Utah. Eight-four-one-one-eight.", "Thank you. And what's the new address?", "Sixty ninety-seven Lodestone Avenue.", "Lodestone?", "Yeah, that's l--o-d-e-s-t-o-n-e.", "Thank you. And the zip?", "Oh, it's eight-four-seven-two-zero.", "Okay, looks like we have your address updated so you will be receiving your Basic Auto policy statements to sixty ninety-seven Lodestone Avenue. Looks like your policy isn't set to renew for another three months.", "Yeah, I have a bit. Just didn't want to forget.", "Well, thanks for calling in! And just as a FYI, you can also make basic address, phone and claims by using our website.", "Oh, yeah, that's great. I'll keep that in mind.", "Is there anything else that I can help you with today, mister Carter?", "No, I think, I think I'm good. Thanks for your help.", "Thanks for calling Rivertown Insurance, have a great day!", "You too!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_723_000", "insurance_723_001", "insurance_723_002", "insurance_723_003", "insurance_723_004", "insurance_723_005", "insurance_723_006", "insurance_723_007", "insurance_723_008", "insurance_723_009", "insurance_723_010", "insurance_723_011", "insurance_723_012", "insurance_723_013", "insurance_723_014", "insurance_723_015", "insurance_723_016", "insurance_723_017", "insurance_723_018", "insurance_723_019", "insurance_723_020", "insurance_723_021", "insurance_723_022", "insurance_723_023", "insurance_723_024", "insurance_723_025", "insurance_723_026", "insurance_723_027", "insurance_723_028", "insurance_723_029", "insurance_723_030", "insurance_723_031", "insurance_723_032", "insurance_723_033", "insurance_723_034", "insurance_723_035", "insurance_723_036", "insurance_723_037", "insurance_723_038", "insurance_723_039", "insurance_723_040", "insurance_723_041", "insurance_723_042", "insurance_723_043", "insurance_723_044", "insurance_723_045", "insurance_723_046", "insurance_723_047", "insurance_723_048", "insurance_723_049", "insurance_723_050", "insurance_723_051", "insurance_723_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, and who do I have the pleasure of speaking with?", "#Ah, yes, hang on one sec. My name is Jane Seymour.", "Well, hello, Jane. May I clarify how, you spell your first name?", "Really? Yeah, it's j.a.n.e., you know like you usually spell it. Jesus.", "Thank you, Jane I do apologize for your frustration. Could you spell your last name for me now?", "Yes. Hang on. It's s.e.y.m.o.u.r. My kid is screaming at me, so I can't concentrate.", "I have children myself, miss Seymour, so I understand your frustration. #Ah how can we help you today?", "I darn it, hang on, would like to enroll in a plan.", "Wonderful! Now I do need to ask a few more questions, just to verify your identify. I do apologize.", "Fine. What else, do you need to know?", "I just need your full birthdate miss Seymour, and your customer number, if you have that handy.", "I have both. My birthdate is June first, nineteen ninety two. My customer number is oh hang on, five six four three two one five two.", "Thank you, miss Seymour for that information. I have verified your identify. Do you have a plan in mind, or would you like to review your options?", "Well, I heard from a friend of mine that you offer pet insurance, which I wasn't aware of, but I think it might be something I need.", "I understand you would like more information about enrolling in an pet insurance plan, is that correct?", "Yes, but I don't want to spend too much money and I really need to know what it covers or helps with.", "#Ah, those are all excellent questions, and I can help you with those answers. We offer two plans for pet insurance. One is our PetCare Basic, at five hundred dollars a year and the other is our PetCare Preferred which is a thousand dollars a year.", "Five hundred to one thousand, huh? What's the difference?", "Well, let me ask you this, miss Seymour, how often do you take your pet to the vet?", "Well probably only a couple times a year, unless he does something stupid, which has been more often recently.", "How much did your last stupid moment cost you?", "Oh, well over a thousand dollars which is why I am asking about pet insurance.", "Do you feel like your pet might have more than one of those type of visits a year?", "Well, I hope not, but who knows with this crazy dog. Do you have to pay the premium all at once?", "No, it can be broken into payments like your other plans with us. Does your pet take any regular medications on a monthly basis?", "Yes. The dog also has allergies, if you can believe that, so he has to take an allergy pill.", "It sounds like you might want to go with the PetCare Preferred because it will ultimately save you money.", "Ok, that sounds good.", "Ok, now, when would you like to get this insurance started for your pet?", "Can we start it fresh on the first of next month?", "Absolutely. Now, just to confirm, you would like to start a PetCare Preferred insurance plan beginning on August first. Is that correct?", "Oh my! Is next month August already? Yes. I would like to start it on that date.", "What credit card would you like to use for this on the first of the month? The one we have on file or a diffeent one?", "I don't even know what credit card I have on file right now. Can you give me one second to grab the other one out of my purse?", "Of course, just let me know when you are ready.", "Okay, I think I am ready.", "Ok, miss Seymour, go ahead with the card number please.", "Ok, it is four, one, zero, four, five, six, one, two, four, one, one, one, and nine, seven, six, five.", "Thank you. Let me repeat that number back for you to make sure I have it correct. It was four, one, zero, four. Five, six, one, two, four, one, one, one, and then nine, seven six, five. Is that correct?", "Yes that's right.", "What is the two digit month and two digit year of expiration on that card, please?", "It is zero, four, twenty, four.", "Thank you, and what is the three digit code located on the back of the card?", "Three, eight, one.", "Thank you for that information. Now, you are approving the new charge for the Petcare Preferred using this card starting the first of next month.", "Yes that sounds good.", "Thank you. Is there anything else that I can help you with today, miss Seymour?", "Yes, actually. Will I need to call in again to approve this charge, or will this just come out monthly with my other insurance charges? I really don't want to have to talk to an agent every time, if you know what I mean.", "I do know what you mean, and I assure you miss Seymour that you will not have to call in and speak to an agent again. This will all be handled automatically using your preferred payment on your regularly scheduled payment date each month.", "Whew, thank you. No offense, but I hate having to spend this much time on the phone if I can take care of it in some other way.", "No offense taken. You can always visit our website for additional options and assistance as well.", "Awesome. Alright, I have to take care of this youngster. #Ah, have a good day.", "You as well. Have a great day." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_724_000", "insurance_724_001", "insurance_724_002", "insurance_724_003", "insurance_724_004", "insurance_724_005", "insurance_724_006", "insurance_724_007", "insurance_724_008", "insurance_724_009", "insurance_724_010", "insurance_724_011", "insurance_724_012", "insurance_724_013", "insurance_724_014", "insurance_724_015", "insurance_724_016", "insurance_724_017", "insurance_724_018", "insurance_724_019", "insurance_724_020", "insurance_724_021", "insurance_724_022", "insurance_724_023", "insurance_724_024", "insurance_724_025", "insurance_724_026", "insurance_724_027", "insurance_724_028", "insurance_724_029", "insurance_724_030", "insurance_724_031", "insurance_724_032", "insurance_724_033", "insurance_724_034", "insurance_724_035", "insurance_724_036", "insurance_724_037", "insurance_724_038", "insurance_724_039", "insurance_724_040", "insurance_724_041", "insurance_724_042", "insurance_724_043", "insurance_724_044", "insurance_724_045", "insurance_724_046", "insurance_724_047", "insurance_724_048", "insurance_724_049", "insurance_724_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 calling Rivertown Insurance. This is Jake, how may I assist?", "Hello, my name is Janet Baker. I just needed to change my password for the website?", "Yes, I can help you with the online password change. May I just confirm your full name and phone number?", "#Um, yes. It's Janet Baker.", "Oh, yes, sorry. You already mentioned that.", "No problem. And my phone number is five-six-five-seven-seven-two-one.", "Five-six-five-seven-seven-two one?", "Yes.", "Is there an area code-.", "Oh, yeah, sorry. I'm still getting used to that. So, it'll be eight-zero-one-five-six-five-seven-seven-two-one.", "Great. Thanks so much for that informtion. May I also have your policy number please?", "I don't have my policy number on hand? Is there any other-.", "Oh, yes. I can also confirm with your social security number, date of birth and security question answer.", "Oh, wow. You need a lot, huh?", "Well, it's in order to protect the account, ma'am.", "Is there, anyway to reset the password online?", "Unfortunately, we can only do it by phone? For security reasons.", "Okay. Well, actually, let me look for a sec here. Maybe I have-have my, last bill filed away, and -.", "Sure, I can hold while you look for that.", "Oh, okay. Thanks. I'm just right here at the filing cabinet-just looking-no, that's the water bill.", "Uh-huh.", "Okay, let me see here. Okay! It's it looks like it's seven-seven-two-four-.", "Uh-huh.", "Three-three-one-one.", "Great! Thanks so much for verifying your information. One moment while I take a look here at your account.", "Mhm.", "Okay, miss Baker. You wanted to change your online password, correct?", "Yes. That's right. Now, what kind of combination do I need to make it a strong-like a good password?", "We recommend it being at least eleven characters long-.", "Uh-huh.", "And to include upper-case letters, numbers, and a special character.", "Like an exclamation point?", "Exactly.", "Oh, okay. Well, let me think here.", "We can also recommend a password-.", "No, that's what I did last time and I don't think I even wrote it down correctly.", "Oh, I see.", "I need something from my own noggin' so I- have a better chance at getting it right .", "Completely understandable.", "Okay, I think we'll go with crazy cat lady three nine one one exclamation point. Does that work?", "All one word, correct?", "Yes. And make the first letter a capital.", "So, just to make sure I have it correct, it's crazy cat lady three nine one one exclamation point wit the first letter capitalized?", "Yes, I think I can handle that.", "Great! Okay, I have that password reset for you. Is there anything else I can assist you with today?", "Oh, that's it? Great. I really have to run now, I'm just calling on my break. Thanks so much for being so quick.", "Oh, yeah, of course. And if you have time, you should consider calling back so we can, look over your insurance bundling options.", "#Uh, yeah. I'll have to do that. Well, bye for now.", "Thank you for calling Rivertown Insurance. Have a wonderful day!", "Yes. Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_725_000", "insurance_725_001", "insurance_725_002", "insurance_725_003", "insurance_725_004", "insurance_725_005", "insurance_725_006", "insurance_725_007", "insurance_725_008", "insurance_725_009", "insurance_725_010", "insurance_725_011", "insurance_725_012", "insurance_725_013", "insurance_725_014", "insurance_725_015", "insurance_725_016", "insurance_725_017", "insurance_725_018", "insurance_725_019", "insurance_725_020", "insurance_725_021", "insurance_725_022", "insurance_725_023", "insurance_725_024", "insurance_725_025", "insurance_725_026", "insurance_725_027", "insurance_725_028", "insurance_725_029", "insurance_725_030", "insurance_725_031", "insurance_725_032", "insurance_725_033", "insurance_725_034", "insurance_725_035", "insurance_725_036", "insurance_725_037", "insurance_725_038", "insurance_725_039", "insurance_725_040", "insurance_725_041", "insurance_725_042", "insurance_725_043", "insurance_725_044", "insurance_725_045", "insurance_725_046", "insurance_725_047", "insurance_725_048", "insurance_725_049", "insurance_725_050", "insurance_725_051", "insurance_725_052", "insurance_725_053", "insurance_725_054", "insurance_725_055", "insurance_725_056", "insurance_725_057", "insurance_725_058", "insurance_725_059", "insurance_725_060", "insurance_725_061", "insurance_725_062", "insurance_725_063", "insurance_725_064", "insurance_725_065", "insurance_725_066", "insurance_725_067", "insurance_725_068", "insurance_725_069", "insurance_725_070", "insurance_725_071", "insurance_725_072", "insurance_725_073", "insurance_725_074", "insurance_725_075", "insurance_725_076", "insurance_725_077", "insurance_725_078", "insurance_725_079", "insurance_725_080", "insurance_725_081", "insurance_725_082", "insurance_725_083", "insurance_725_084", "insurance_725_085", "insurance_725_086", "insurance_725_087", "insurance_725_088", "insurance_725_089", "insurance_725_090", "insurance_725_091", "insurance_725_092", "insurance_725_093", "insurance_725_094", "insurance_725_095", "insurance_725_096", "insurance_725_097", "insurance_725_098", "insurance_725_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": [ "Hello, thank you for calling Rivertown Insurance. This is Patrick speaking. How may I assist today?", "#Um, hello, I am calling to file a claim?", "Sure, I can help you with that. Could you please give me your full name and birthdate please?", "#Uh, you need that?", "Yes, we need that information in order to lookup your policy information, sir.", "Oh, I, no-I'm sorry. I wasn't clear. I'm calling about a life insurance claim?", "Oh! I'm very sorry to hear that. #Uh, yes, I can help you file the claim. I'm assuming you're the contact of the-of the deceased?", "Yes, I'm the son.", "Again, I'm sorry to hear that we're having to file the claim. But I can certainly assist you.", "Thank you.", "Do you have- what is the name of the policy holder?", "Karen Durvitz. That's d-u-r-v-i-t-z.", "Thank you. And do you have the policy number handy?", "#Um, yes. It's written here-looks like, nine-eight-seven-seven-three-three-two-two?", "Thank you for verifying the policy. And what is the birthdate of the policy holder?", "It was, December ninth nineteen fourty-seven.", "Thank you for the information. Okay, it looks like missus Durvitz has had a policy with us since two thousand fifteen.", "Yeah, I didn't even know she had one. We just found it when we were going over the will yesterday.", "I understand. I will have to ask you about some details about the deceased, are you-are you in a position where you can-.", "Oh, yes. Certainly. I understand. Yes, I can answer questions about mom.", "Thank you. I know this must be, a trying time, and I appreciate your help.", "No problem.", "First, date of death?", "It was last Tuesday, so, July twentieth?", "Twenty twenty-one.", "Yes, twenty twenty-one, of course.", "And cause of death?", "She, had a sudden heart attack. Was in perfect health, we thought.", "Yes, I see there were no pre-existing conditions. I'm very sorry to hear about your loss.", "Thank you. Yes, it's been-been a shock. She had a good life, I think. It's-well, it's-.", "I'm so sorry.", "Thank you.", "I see here the contact for the claim is, Kevin Durvitz?", "Yes, that's me.", "Son?", "That's correct.", "And could I get you to confirm your birthday and phone number, please?", "Yes. My birthday is March fourth, nineteen eighty-five.", "Thank you. And the phone number we have on file?", "#Uh, eight-zero-one-five-five-five-six-two-three-five.", "Yes, that matches what we have here.", "Oh, good. She must have updated it when my phone number changed awhile back.", "Yes. It matches so-so that's good. #Um, may I have a good mailing address and email in order to send you confirmation of the claim?", "Yeah, a good email is, b-u-n-n-y at one two three dot com.", "So Bunny at one two three dot com?", "Yes, that's right.", "Great. And a good mailing address?", "Best address would be three four six Stallion Circle.", "Okay. State and zip?", "Sorry, yeah. That's Utah, and the zip is eight four one two one.", "Sorry, city too.", "Murray.", "Thank you for that. Okay, I'm just waiting for the computer, and we should get a confirmation number for the claim.", "Thank you.", "Someone should be contacting you withing the next twenty-four hours to follow-up and inform you of more of the details of the account.", "So, you can't tell me what the amount, -.", "Unfortunately, I can't give you a payout amount. I can tell you that your mother had the Universal Life coverage which cost fifteen hundred annually, and that the policy has been active for the last seven years.", "Okay, so someone will be calling soon?", "Yes, in the next twenty-four hours.", "And will they be able to tell me how quickly this all will be resolved?", "Typically policies take about thirty business days until payout. There's a lot of informaiton that needs to be processed-.", "Oh, yeah, of course. I understand. I'm just, moving here probably in the next month. I just don't how to navigate the address situation.", "Well, if you change addresses just give us a call and we can update that information for you.", "If there, anyway to do this online?", "Typically our policy holders can update information, but as you are the recipient and not the policy holder, we ask that you call in.", "Oh.", "But we are available seven days a week, six in the morning to six in the evening, Mountain Time.", "Okay.", "Do you want to write down the claim number?", "You're sending me the info through mail and email, right?", "Yes, but it may be handy if you have any additional questions before then? It will help our representative retrieve your information more quickly.", "Okay, yeah. Give me the number.", "The confirmation number is seven-two-seven-three-.", "Uh-huh.", "five-six-seven-three.", "Thanks. And, does it say whether my mom had her auto or home insurance with you guys?", "Yes. It looks like Karen had both Basic Auto and Basic Home insurance with us.", "#Uh, can I go ahead and cancel those policies?", "#Um, could you hold one minute while I contact my supervisor? I'm not quite sure.", "Yeah, no problem.", "Hello, mister Durvitz?", "Yes, I'm here.", "Thank you so much for holding. I spoke to my supervisor, and since your mother had no one else on the account-.", "Yes, my father passed a few years ago.", "And you have her policy number and information. If you can-you can both verify her mailing address and security question we can go ahead and make those changes.", "Security question? I can do the mailing address for sure, but I don't know about the question. It just, depends.", "Certainly.", "The address is three-two-one Conifer Avenue. That's in Salt Lake City, Utah. Eight-four-two-one-one.", "Thank you! And the security question is what was your high school mascot?", "Oh, shoot. Yeah. I have no idea. I don't even know what high school she went to, to be honest.", "I understand. I will have to ask you about some details about the deceased, are you-are you in a position where you can-.", "How about I ask my uncle and give you a quick call back later? Would that work?", "Absolutely. Just be sure to have the policy number, birthdate, and security answer question. I'll make a note on the account of the situation and that you will be calling back shortly.", "Great thanks. Thanks for your help.", "Is there anything else I can help you with today?", "#Uh, no. Not right now, I guess.", "Okay, well, you have a good rest of your day, okay?", "You too. Thanks.", "Bye for now.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_726_000", "insurance_726_001", "insurance_726_002", "insurance_726_003", "insurance_726_004", "insurance_726_005", "insurance_726_006", "insurance_726_007", "insurance_726_008", "insurance_726_009", "insurance_726_010", "insurance_726_011", "insurance_726_012", "insurance_726_013", "insurance_726_014", "insurance_726_015", "insurance_726_016", "insurance_726_017", "insurance_726_018", "insurance_726_019", "insurance_726_020", "insurance_726_021", "insurance_726_022", "insurance_726_023", "insurance_726_024", "insurance_726_025", "insurance_726_026", "insurance_726_027", "insurance_726_028", "insurance_726_029", "insurance_726_030", "insurance_726_031", "insurance_726_032", "insurance_726_033", "insurance_726_034", "insurance_726_035", "insurance_726_036", "insurance_726_037", "insurance_726_038", "insurance_726_039", "insurance_726_040", "insurance_726_041", "insurance_726_042", "insurance_726_043", "insurance_726_044", "insurance_726_045", "insurance_726_046", "insurance_726_047", "insurance_726_048", "insurance_726_049", "insurance_726_050", "insurance_726_051", "insurance_726_052", "insurance_726_053", "insurance_726_054", "insurance_726_055", "insurance_726_056", "insurance_726_057", "insurance_726_058", "insurance_726_059", "insurance_726_060", "insurance_726_061", "insurance_726_062", "insurance_726_063", "insurance_726_064", "insurance_726_065", "insurance_726_066", "insurance_726_067", "insurance_726_068", "insurance_726_069", "insurance_726_070", "insurance_726_071", "insurance_726_072", "insurance_726_073", "insurance_726_074", "insurance_726_075", "insurance_726_076", "insurance_726_077", "insurance_726_078", "insurance_726_079", "insurance_726_080", "insurance_726_081", "insurance_726_082", "insurance_726_083", "insurance_726_084", "insurance_726_085", "insurance_726_086", "insurance_726_087", "insurance_726_088", "insurance_726_089", "insurance_726_090", "insurance_726_091", "insurance_726_092", "insurance_726_093", "insurance_726_094", "insurance_726_095", "insurance_726_096", "insurance_726_097", "insurance_726_098", "insurance_726_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": [ "Thank you for calling Rivertown Insurance, this is Sage.", "Good morning! I am just calling to-to check on something.", "Yeah, yeah. I can help you with your account. Can I get your name please?", "My name is Sharon.", "#Um, your full name please.", "Oh! Of course!", "No problem. It's early, right? .", "Yes, still waking up. Need more coffee. My name is Sharon Muller.", "Muller?", "Yes, that's spelled m-u-l-l-e-r.", "Okay. Great. And let's see-I'll need your phone number and policy number.", "My policy number? I don't think I have that handy.", "Well, let's start with the phone number for now.", "My phone number is four-three-five, five-six-one, four-nine-three-six.", "Okay, and let me look at- what we need to verify your account. It looks like if you don't have the policy number we're gonna need your social and birthdate?", "#Um, okay. I guess I should have been prepared. What do you want first?", "Let's do birthday.", "My birthday is September seventeeth, nineteen seventy-nine.", "Got it. Okay, and the social?", "It's four-four-four-.", "Yeah.", "Three-two, ninety-five.", "So thats, four-four-four, three-two, nine-five?", "Yes, that's it.", "Great. Thanks for verifying your account, Sharon. So it looks like you have a Basic Home and Basic Auto insurance policy? Does that sound right?", "Yes. That's what I remember it being.", "So, what can I do for you today?", "I'm actually just wondering if there's a balance on my account? I was pretty sure I was supposed to get a bill for the next six months, but I'm afraid I might have missed it?", "According to this you're not due to-to pay the next bill until September first?", "Oh! I thought it was August first-tomorrow. That's why I was concerned.", "Yeah, yeah. No problem. You still have another month.", "Oh, that's great! Okay. And I'm still signed up for paper bills, right?", "Yeah. Says here you prefer paper billing. Would you-would you want to maybe change that?", "To what?", "Well, we offer autopay? So you can hook up a credit card or banking account number and the money just comes right out automatically.", "Oh! That does sound easier. That way I wouldn't worry. About missing the payments.", "Yes. The majority of our customers prefer paperless billing. And it cuts down on paper waste too. If that's important to you.", "Well, I mean, it doesn't hurt, right?", "Yeah. Definately.", "I really should do more recycling. My city gives us this recycling garbage can, but honestly sometimes I forget what I can put in it .", "Oh, yeah. I probably fill my recycling can fuller than my regular garbage.", "Seriously?", "Oh, yeah. I mean, we get so many boxes and stuff. With like, Amazon?", "Yes, I do too.", "Just break those down and put them in. It's nice to have more space in the other garbage.", "I really need to just take a minute and look up what counts and what doesn't. I know styrofoam doesn't.", "Oh, yeah. No styrofoam. And nothing dirty? Like, you can't put in a dirty pizza box. It's gotta be clean.", "That's good to know!", "Yeah, I was surprised. I guess they just have to throw the whole can in the dump if you don't follow the rules, so be sure to look it up.", "I will, thank you.", "No problem. So, do you want to change to autopay?", "Yes. Let's go ahead and make things easier on me .", "Sounds good. So, do you wanna use credit or an account?", "Let's go with a credit card.", "Okay, great. Let me just get to the right screen here-.", "I'll pour myself some more coffee. Might need it in order to get my brain going here .", "Sounds good. Okay, so do you have your card ready?", "Oh! Let me go grab my purse.", "No problem. I'll hold.", "I'm back. Sorry about that?", "Yeah, no worries.", "Okay, so it's a Costco Card. Is that okay?", "Of course. So, a Visa?", "Yes. So here goes the number.", "Great.", "It's five-two-five-six-seven, two-.", "Uh-huh.", "Two-nine-nine-two-six-.", "Mhm.", "Six-two-five-three-three.", "Great. And, what's the expiration date?", "Looks like it's September of twenty twenty-three.", "Okay. And now the CVV code?", "Remind me, is that the-.", "the three digit number on the back?", "Oh! It's on the back, that's right. I always forget. Okay. So it's six-two-six.", "Thanks for the info. It looks like we have your card all set up.", "Wonderful!", "You're next bill of eleven hundred dollars will be due-.", "Wait, eleven hundred? I thought it was a thousand-something.", "#Um, yeah, it's the same thing. One-thousand one-hundred-.", "Oh! My cloudy brain. I thought you meant eleven thousand. I was panicking .", "Oh yeah, that would be quite the insurance policy. Like, you had six teenagers on your auto or something.", "Teens cost that much?", "I was just kind of kidding. It does increase things, but not by like, that much.", "Sure, sure. So the next bill will still be August first?", "Yes, and it will automatically be withdrawn from your Visa. You'll receive an email reminder of the autopay, and also a recept for the transaction. Is your preferred email still the mullercats at one two three dot com?", "That's right!", "Okay, I think you're all set then.", "Thanks so much for the help! You just made my life so much easier .", "Any little bit helps, right?", "That's right.", "Well, thanks for calling Rivertown. Is there anything else you need help with? Any questions?", "No. I think I'm good for now. Might call another day to learn more about your pet insurance?", "Oh, yeah. Do you want to hear about our plans?", "#Um, I really need to get going. I'm late for work, so- not now, but I might call back later in the week.", "Great. I'll just make a note here that you're interested.", "Thank you!", "Hey, no problem. Have a good day.", "You too. Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Justin, how may I help you?", "#Uh, hi. I was wondering if I-if I could get, some information about the plan I have? It's a renter's insurance plan?", "I'd be happy to help! May I get your full name and birthdate, please?", "#Um, is there, anyway to just get info about the plans without all the account stuff. I don't even have my, policy number with me or anything. #Uh, sorry.", "I would be happy to give you general information, no problem. Do you know the name of the plan you currently have?", "The name? #Uh, I think it's-well, I know it's the cheap plan .", "Well, both of our Renters Policies have great coverage, but there is one that's slightly less expensive. It's call the Renter's Basic?", "Yeah, yeah. It's that one. Renter's Basic. I was just wondering, what, like what it covers?", "Good question. It protects you from the from potential theft.", "Uh-huh. And that's like that sheet I submitted with all my stuff on it? I mean, the stuff that's worth anything?", "Yes, that's correct.", "Does it, protect my stuff from water?", "Water?", "Yeah, like, if there's a leak or something. Or if there's a flood?", "Water damange is covered by our Renter's Preferred policy. It would protect you against any water damage, both human and natural disaster caused.", "What about, mold? Does it protect against mold?", "#Uh, no. Unfortuantely mold is not part of either of our renter's policies.", "#Um, so my roommate is always running their humidifier, and I am afraid it's going to hurt my comic book collection?", "Oh.", "It's not like kid comics, it's like a real collection. It's the whole reason I have the renter's insurance in the first place.", "No, no-I completely understand. I'm not sure if a humidifier will hurt your comics-.", "Really? You think they'll be okay?", "Well, I can't-I can't really say for sure. I'm not an expert or anything. I know that my dad has a lot of old collectible books, and he, has this special, like bin he puts them in?", "Bin?", "Yeah, it protects against moisture. I think you can Google it.", "Oh. Wow. Okay. Yeah, that sounds good. Okay.", "I mean, it still might be helpful to protect your collection from any unforseen water damage-.", "Yeah, I was just worried about the humidifier. We don't, like, get floods or anything here. And I don't have, like, neighbors above me? My books are literally on the highest shelf in my room .", "Oh, okay. Well, I'm glad I could help. But just so you know-.", "Yeah?", "The Preferred Plan is only one hundred dollars more than the Renter's Basic.", "And it just protects against flooding?", "It protects about water damage, insect damage-.", "Insect damage? Like if moths ate my comic books?", "#Um, yes. I suppose it would protect it against-.", "Or termites? I didn't even think about termites.", "Yeah, some crazy stuff can happen.", "Well, maybe I should get the better plan? How do I, how do I go about changing it?", "We could change it easily right now. I'd just have to get a little information from you.", "#Um, could I think about it? Like maybe send me something about it that I could, read or something?", "I would be happy to send you information about our Renter's Preferred plan. I would just have to get a little information from you-.", "Oh, okay. I guess either way you'd have to get the info, right?", "Right. I just need your name and birthdate.", "Oh, okay. My name is Roger Fielder. Like a field, you know. And my birthdate is March fourth twenty twenty-one.", "March fourth, two-thousand twenty-one. Okay, got it. Thanks for that.", "No problem.", "And I'll also need your policy number?", "Oh. Okay. I guess that'd be, like, on my bill?", "Yes, it should be on the upper right side corner of your bill.", "Yeah, quick sec while I try to find it, okay?", "No problem. I can hold.", "Yeah, it'll just be a sec. Hold on.", "Sure.", "Okay, okay. So, I'm looking-I'm looking and, yeah, there it is. Okay. The number is one-two-two-four-five-six-seven-nine.", "Thanks so much for verifying the policy number! First off, thank you for being a valued customer. It looks like we've had the pleasure of serving you for the last three months?", "Yeah, that sounds about right.", "Great! Now, I can send you the information about the Renter's Preferred Policy.", "Uh-huh.", "Or I could, tell you more about the different policies and maybe switch you over today?", "Yeah. #Um, I'm going to have to wait on that? I know I said maybe, but I really want to read the stuff.", "Oh, yeah. No problem at all, Roger. Would you like the info to be mailed electronically or to your home address?", "#Um, I'm in an apartment.", "#Uh, yes. Would you like me to email the info or mail it to your apartment?", "Oh, that's what you meant! Sorry. Yeah, I think it might be good to get it in my hands? So, mail?", "Sure. Would you mind verfying the address we have on the account?", "Yeah, the address is sixty fifty four Salmon Street. That's in St. George, Utah.", "And zip code?", "Oh, sorry. Yeah, that's eight-four-seven-four-nine.", "Great. Okay, address is confirmed and we are sending you a run-down and comparison of the two policies.", "Sweet! Thanks for that.", "Absolutely no problem. And while I have you on the line, Roger-.", "Yeah?", "#Um, I was wondering if you have considered bundlig your auto insurance with us?", "Oh, I don't have a car or anything yet. I mean, I literally am going looking this weekend.", "Yeah? Well, just so you know, we offer great discounts if you bundle different services with us.", "Oh, yeah. I'll keep that in mind. What else do you offer?", "#Um, like what different policies for auto?", "Or, like, anything? What are the different things you do?", "#Uh, we offer home insurance, life insurance, renter's insurance-.", "Uh-huh.", "Condo insurance and pet insurance.", "Wait, so is condo insurance and renter's insurance the same thing?", "They are subtely different. It depends, are you renting the condo or are you paying for the mortgage on the condo?", "Oh, I'm renting. Definitely renting.", "Yes, we've got you the right thing then .", "Good to check, I guess. Well, I don't need no life or pet insurance. I mean, that might change, like if I get a snake? But I think I'm good.", "Okay. Well, if you want more information about our auto insurance options-.", "Yeah, I mean if I end up getting something I'll totally call again, sounds good?", "Great! I could also send you some information about our different auto policies-.", "Yeah, I think I'm good with the renter's thing. I think that's enough, reading for one day .", "Oh, okay.", "Yeah.", "Well, I just want to thank you again for calling Rivertown Insurance-.", "Uh-huh.", "Is there anything else I can help you with?", "Nah, I'm good. But thanks. Have a good one!", "You too!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Beverly. How can I help you?", "Oh! #Um, I was hoping to speak to Richard.", "Richard's out for the day, but I'd be happy to help you.", "I don't know if you can.", "Well, what's the problem.", "I called yesterday and spoke with Richard.", "Uh-huh?", "He's my agent.", "#Uh, yes. He's one of the agents here at Rivertown. We all can help, however.", "Well, I just feel that he knows the most about the- the situation.", "Okay. Well, I can see if he wrote any notes in your account? Maybe that would bring me up to speed?", "I don't think Richard would do that.", "Would you rather try back later when he returns?", "Yes, that would probably be for the-for the best.", "That's fine. Now, legally I can't give you his schedule.", "Why not?", "It's just, policy?", "Oh.", "But I can leave a note for him to give you a call. Would that work?", "Yeah, I guess it'll have to.", "Can I get your name?", "Debbie Gibson.", "Thank you. And best phone number for call-back?", "That would be four-three-five-.", "Uh-huh.", "six-nine-six, three-four-seven-eight.", "Great. And your policy number?", "I have it right here.", "Okay, that's just great. What's the number?", "It is, two-four-four-eight-.", "Okay.", "Seven-four-six-two.", "Thank you for verifying your information. So what would you like me to leave as far a message?", "Tell Richard, that Debbie Gibson called-.", "Uh-huh?", "And that we need to remove the dependent immediately.", "Oh! Is this, an emergency?", "Well, yes. I hate to get into particulars, but yes.", "Well, while I can't give you Richard's schedule, I can say that he's on holiday.", "What? He didn't mention anything to me!", "I'm sure he assumed one of the other agents would help if you called back in.", "Oh. I'm just so confused. I thought I had one agent. Richard.", "I understand, but we work together here. I'm sure Richard has been, maybe handling whatever issues you've been having?", "Yes, he was very informative yesterday.", "Well, I had to pull you account up in order to leave the message.", "Oh!", "And there happens to be a message here from Richard?", "What? What did he write?", "He just wrote that customer may be calling to remove dependent from auto.", "Is that all he wrote?", "Yes.", "Oh, well that's fine. Glad he didn't add any details.", "Well, we try to keep things, professional here, you know?", "Okay. So, maybe, so maybe we should just remove the dependent, like he said?", "I can help you with that, definitely! Thank you for allowing me to, assist in this matter.", "It's rather delicate.", "I understand.", "My daughter, she's-she's not her best self right now.", "I understand.", "This isn't a punishment.", "Oh, no. I understand. You don't have to explain.", "We just met with her, doctor, and well, it would just be best if we didn't enable her.", "Of course. No reason to-.", "It just tears you up, you know? You want the world for your kids.", "I completely understand. I'm sorry-I'm sorry you're having to navigate, these difficult issues.", "My son gave us no trouble. Just always an example. A perfect example.", "Yes?", "I don't know what happened with Cherie. I just don't know.", "Well, I'm sorry that I cna't- be more helpful. But I can remove her from the auto policy?", "Yes, please. How quickly will it take affect?", "Immediately, if you'd like.", "Yes, I should have done it months ago.", "So let me just take a quick look here.", "Of course.", "It looks like you have a Preferred Auto policy with us?", "That's right. And it should be me, my husband Doug, and Cherie.", "Yes that's-.", "My son isn't on my policy anymore. Has his own insurance.", "Oh?", "Yes, he's moved out of state. Or he would be with Rivertown, of course.", "Well, that's nice to hear. Now looking at your policy, you're daughter is an extra eight hundred dollars a year to insure, being twenty-two years old, correct?", "That sounds right. Cherie is twenty-two. It's nice that it's been decreasing-the cost. I mean, teens are so expensive to insure!", "Yes, I understand. And it looks like she'd typically be eligible to be claimed as a dependent until twenty-five?", "My son is twenty-six.", "Oh?", "I wish we could keep her on, but I think I'll just buy her a bus pass, you know-so she's not helpless. Sorry, I just don't want to go into details.", "I completely understand. Personal matters. So, I just removed her from the policy.", "That easily! Oh, I thought there'd be more, I don't know. I thought it'd take longer.", "No, it's rather easy once we're in the account to make changes.", "Oh, I guess it's harder emotionally.", "#Er, yes. I'm sure it is. And I'm sorry to hear that.", "Thank you.", "So it looks like this will, decrease your policy amount due yearly to sixteen-hundred dollars-.", "It's not the money. I'd never kick her off just because of the money.", "Oh, yes. I understand.", "Yes, listen. She just walked in. I need to go. Please tell Richard what happened.", "#Uh, yes. I'll leave a note here on your case. Thanks so much for calling Rivertown.", "Have to go. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Amanda, how may I help you today?", "Hello?", "Hello, this is Amanda. How may I assist?", "#Uh, hello? Is this Riverton Insurance?", "#Um, this is RiverTOWN Insurance. How may I assist?", "Yeah, yeah. Rivertown. That's what I said. I need to change my password. Can't get in.", "I can certainly help you with that. May I have the primary insurance member's first and last name along with birthdate?", "My name's Roger and I have home and auto account. My phone number is four three five -five five five -five five five.", "Thank you for that information, Roger. #Uh, in order for me to look up your account I'm going to need your last name and birthdate.", "They want my birthdate! Why would they need my birthdate?", "#Um, Roger? We only need this information for verification purposes.", "My wife says you don't need no birthdate. She called last time and they didn't ask for a birthdate. I'm not getting scammed.", "I'm sorry, Roger. But in order to protect your account we require your full name, birthdate and customer policy number. We are trying to protect your identity with these precautions.", "Let me ask my wife. She says there's a question. She set up a question.", "May I have your policy number or last name? This way I can begin accessing your account and I can provide you with the security question.", "Yeah, yeah, the last name is Fuller. Roger Fuller.", "Thank you for-for that information, mister Fuller. I see that you hold a auto and home policy with us since two zero one five -.", "Yeah, yeah, that's right. No! two zero one four. It was two zero one four when I bought the Buick. No, yeah, yeah, it was two zero one five.", "And all we need now is a birthdate and we can change that password.", "What was that?", "I just need a birthdate and I can change your password!", "Yeah, yeah. You need to speak up, Miss. Can't hear like I used to .", "IS THIS BETTER? CAN YOU HEAR ME NOW?", "Yeah, yeah. You don't need to yell, Miss. Just you know, talk slow. Everyone talks so fast now. In fact, just this morning I was buying a paper at the gas station and the clerk, new woman, asked me something and I had no idea what she said. I said, Speak up, Miss! and then she says, she says Do you need any stamps? and I said, No! I don't need any stamps, I just need this paper and maybe hearing aids . Then she laughed and the fellow behind laughed too and said I'm in the same boat. .", ". Sounds like quite a morning, mister Fuller. #Um, may I get your birthdate for verification?", "Yeah, yeah. It's September three rd, one nine five one. Born during a snowstorm. Social Security number is five two five -five five five -five five five five -.", "mister Fuller, I won't need your Social.", "What now?", "I don't need your social security number, we are done verifying and can go ahead and change your password.", "Huh.", "What password would you like to choose? Our system generates strong passwords if there isn't a password that comes to mind.", "Well, how about one two three Poplar Street?", "I would recommend against that password, mister Fuller, as it is your current address and very likely easily to guess. We recommend using upper and lower case letter, a special character-.", "What's a special character? Like a picture?", "No, mister Fuller. Like the at sign, or a percentage sign, an amperstand, dollar sign-.", "Oh yeah, yeah. I got you.", "And we also would suggest numbers to be included. The password needs to be at least fifteen characters long.", "Fifteen? No wonder I forgot the last one . Fifteen?", "Yes sir, fifteen. Sometimes people do a phrase like, IliveonPoplarStreetone two three!", "You just said don't use your address and now your telling me to use my address.", "I just mean, it's a little harder to guess if it's surrounded buy, all that other stuff.", "Huh.", "What would you like to choose, sir?", "How about, that one you just said.", "Okay. We can do that, mister Fuller.", "Yeah, yeah. Let me get my pen. Hold on a bit.", "No problem, mister Fuller. I'll hold.", "I just need to get a pen.", "I understand, sir. I'll wait.", "Where's a pen! I need a pen! They have this long password they expect me to remember and I need to write-okay, okay. I'm back.", "Ready, mister Fuller?", "Yeah, yeah.", "The password will be capital I-.", "Capital I-.", "l-i-v-e-o-n-.", "Wait, wait, so like it's all one word or with spaces?", "All one continuous word, mister Fuller.", "Good thing I'm writing this down. Okay, so I got a capital I and then l-i-v-e-o-n-.", "p-o-p-.", "p-o-p-.", "u-l-a-.", "Okay, okay like my street, like Poplar.", "Yes, and then followed by one -two -three -.", "Still one word?", "#Uh, yes sir, still one word.", "Okay, okay, one -two -three, and then?", "Exclamation point.", "Like someone's yelling it? Okay, okay.", "Do you want to read it back to me?", "Yeah, yeah. You ready?", "Yes, mister Fuller.", "I got a capital I and then I got a l-i-v-e-o-n-.", "Uh-huh.", "p-o-p-u-l-a-r-.", "Yes.", "one -two -three and then exclamation.", "Yes, that's it, mister Fuller! We got it changed for you. Is there anything else we can do to assist you today?", "So we did it, huh? We got that changed alright?", "Yes sir, we successfully changed the password. Is there anything else we cand help you with today?", "Uh, no.", "Well, thank you for calling Rivertown Insurance-.", "Oh, yeah. My wife says we got another question. I need to know what our payment is.", "Yes, I can look that up for you. One moment please.", "Yeah.", "Looks like you bundled your home and auto with us, and you are platinum members-.", "We did what now?", "You are platinum members since you have been with us for over five years, and this gives you certain discounts.", "Yeah, yeah. Platinum.", "So you are saving over a hundred and fifty dollars with us-.", "We pay a hundred and fifty now?", "No, no sir. Your total payment is twenty two hundred a year, broken into recurring payments of-.", "Yeah, just wanted to know the total. Gotcha. Twenty two hundred a year.", "Great! Is there anything else I can help you with today?", "What's that?", "ANYTHING ELSE I CAN DO FOR YOU-.", "No, no. That's it. Thanks, you have have a good one.", "Thank you for calling Rivertown Insurance. Have a great day!", "Yep. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_730_000", "insurance_730_001", "insurance_730_002", "insurance_730_003", "insurance_730_004", "insurance_730_005", "insurance_730_006", "insurance_730_007", "insurance_730_008", "insurance_730_009", "insurance_730_010", "insurance_730_011", "insurance_730_012", "insurance_730_013", "insurance_730_014", "insurance_730_015", "insurance_730_016", "insurance_730_017", "insurance_730_018", "insurance_730_019", "insurance_730_020", "insurance_730_021", "insurance_730_022", "insurance_730_023", "insurance_730_024", "insurance_730_025", "insurance_730_026", "insurance_730_027", "insurance_730_028", "insurance_730_029", "insurance_730_030", "insurance_730_031", "insurance_730_032", "insurance_730_033", "insurance_730_034", "insurance_730_035", "insurance_730_036", "insurance_730_037", "insurance_730_038", "insurance_730_039", "insurance_730_040", "insurance_730_041", "insurance_730_042", "insurance_730_043", "insurance_730_044", "insurance_730_045", "insurance_730_046", "insurance_730_047", "insurance_730_048", "insurance_730_049", "insurance_730_050", "insurance_730_051", "insurance_730_052", "insurance_730_053", "insurance_730_054", "insurance_730_055", "insurance_730_056", "insurance_730_057", "insurance_730_058", "insurance_730_059", "insurance_730_060", "insurance_730_061", "insurance_730_062", "insurance_730_063", "insurance_730_064", "insurance_730_065", "insurance_730_066", "insurance_730_067", "insurance_730_068", "insurance_730_069", "insurance_730_070", "insurance_730_071", "insurance_730_072", "insurance_730_073", "insurance_730_074", "insurance_730_075", "insurance_730_076", "insurance_730_077", "insurance_730_078", "insurance_730_079", "insurance_730_080", "insurance_730_081", "insurance_730_082", "insurance_730_083", "insurance_730_084", "insurance_730_085", "insurance_730_086", "insurance_730_087", "insurance_730_088", "insurance_730_089", "insurance_730_090", "insurance_730_091", "insurance_730_092", "insurance_730_093", "insurance_730_094", "insurance_730_095", "insurance_730_096", "insurance_730_097", "insurance_730_098", "insurance_730_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": [ "Rivertown Insurance. This is Richard speaking.", "#Uh, hello! Is this Rivertown? The insurance place?", "Yes, sir. Rivertown Insurance. This is Richard. How may I help you?", "Oh, sorry! I think I have a bad connection. It's kind of fuzzy on my end.", "I can hear you just fine.", "Oh, good to know. Let me-let me just try going over here. Is this any better?", "#Uh, it's the same for me, sir. I can hear you just fine.", "Okay! Well it's better for me, so let's stay here .", "Sounds good. What-what can I help you with today?", "Yeah, yeah. I'm about to go hiking. That's why the reception is so weird.", "Oh? That sounds nice. Good day for it.", "Yeah, yeah, for sure.", "So, what can I do for you today?", "Oh! You didn't hear me? I needed to change my password.", "Yeah, sorry. Must have-didn't catch that the first time around. You just needed to change your password?", "Yes. I'm locked out of my account. I was trying to do stuff online, and well, you know-must have forgotten it.", "Did it lock you out?", "Yeah, like after three tries it said I could only reset it by contacting Rivertown directly.", "I can help you reset your password. But, it will take a minute? Are you sure you have time? With the hiking and all?", "Yeah, yeah. I'm waiting on some people? And, well, this is weird, but it's the best time for me to do my chores .", "Oh, yes. I understand. I just ask because to reset your password I'm going to have to ask you some security questions? I didn't know if you were around other people? Hiking people?", "Oh! I didn't think of that. Let me go over here. No one's over here.", "Sounds good.", "Yeah, didn't think about the security stuff. Come on, Roger! Come on! Sorry, have to get my dog's attention. He's just raring to go .", "Yeah, no problem.", "Okay, we're safely tucked away in the brush.", "Great. All set?", "Fire away!", "Can I get your full name, please?", "Yeah, yeah. Alex Wisner.", "Is that, w-i-s-e-n-e-r?", "Almost. W-i-s-n-e-r.", "Thanks for clearing that-that up. Okay. Got it. And do you happen to have your policy number on hand?", "#Uh, no. I'm not one for carrying around my policy number.", "Do you happen to have, auto insurance with us? If so, it should be on your-.", "Oh, yeah! Yeah! On my card, right? I guess I do carry it around with me . Sorry about that. Let me hurry and run to the car. It's in my glovebox.", "No problem.", "Okay, okay. We're back.", "Good news! Did you get your card okay?", "Yep. You ready for the number?", "Go right ahead, mister Wisner.", "Okay. It's nine-two-three-four-three-four-two-six.", "Thank you so much for verifying that information. Now may I get your birthdate, please?", "Sorry, sorry. You're breaking up? Let me try to go to my original place by the bushes.", "Oh. Yeah, sure.", "Okay. Can you hear me?", "I can hear you just fine.", "Yeah, yeah. Loud and clear. Now what did you need? Phone number?", "No, actually just your birthdate?", "Sure. It's September seventh, nineteen eighty-nine.", "Okay! I'm looking at your account right now, mister Wisner.", "Excellent. It looks like you have both an auto and pet policy with us.", "It looks like you have both an auto and pet policy with us?", "That's right! Have the auto and the car, but no home. Priorities, right? .", "At least you know what you want.", "Exactly. I work for the National Park system? So they actually take care of my lodging.", "Wow! That would be a really cool job, I'd think.", "Oh yeah, it's crazy unless you have to deal with the anti-mask crazies.", "Oh! You have to wear a mask outdoors?", "Well, I drive the bus? And on the bus we ask, visitors to wear facial coverings since it's such, tight quarters.", "Oh yeah, I can understand that.", "You wouldn't believe how angry people get! .", "I get it. I have some people in my family that are anti-mask and they just, well, they are just impossible.", "Yeah, like I get it, right? Freedom, yadi-ya. But also, is wearing a mask that big of deal? Like, I actually like it? Feel like a Mandalorian.", "No kidding. Our building just dropped it's mask mandate, and I swear, everyone has a cold now. It's like all the sickness was just waiting this moment to come back and attack.", "Exactly! I mean, this was the best flu season we ever had here. No one was sick, I swear.", "I guess pros and cons, but I get where you're coming from. Now, let's see-what were we doing? Oh, yeah the pass-.", "The password.", "Yes, that's right. Let's reset your password. Kind of went on a little rant there, sorry about that.", "Oh, no-it was my rant! You were just, providing excellent customer rant service. .", ". Glad to hear it. But back to the password-.", "Yes, back to the password. My bushes won't be safe forever .", "Did you want to create your own, or do you want us to generate one using our system's algorithm?", "Huh. I think I did the alogrithmy one last time? And well, as you see, that didn't really pan out .", "Okay. Sounds good. So, we will need something at least twelve characters long-.", "Uh-huh.", "And it needs a special character. At least one special character, sorry. You can have more than one. And um-.", "So special characters like the dollar sign or something?", "That's right.", "Okay cool. And twelve in total?", "Yes. You will also need to include at least one number.", "Oh, okay. Let's see. I saw this thing that pass phrases are popular?", "Yeah, that can really help with keeping it memorized.", "How about- how about. Let's see. How about rogerisahikinggodnine one one!", "Oh, yeah, that's good. You do need at least one capital letter-.", "So let's capitalize Roger. So, capital R in rogerisahikinggodnine one one!", "Great. That definitely works. Please keep note of your password in a safe place.", "Oh, yeah. I'm gonna put it in my phone right now.", "Great. And, was there anything else I can help you with? What were you needing the website for?", "Oh! I was just going to change my credit card that I have on file? I know the one I have is about to expire.", "Oh, great! Do you want to do that now?", "Nah, looks like my crew is here. Probably will be easier to do later at home, online.", "Oh, yeah. That works too.", "Well, thanks for help. I appreciate it.", "You too! Hope you and Roger have a good hike.", "Yeah, well, he is a hiking god, so it should go well .", ".", "Oh, yeah. He knows it's time to go.", "Well, thanks for calling Rivertown. Don't hesitate to call back if you have any questions.", "Definitely. See ya." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_731_000", "insurance_731_001", "insurance_731_002", "insurance_731_003", "insurance_731_004", "insurance_731_005", "insurance_731_006", "insurance_731_007", "insurance_731_008", "insurance_731_009", "insurance_731_010", "insurance_731_011", "insurance_731_012", "insurance_731_013", "insurance_731_014", "insurance_731_015", "insurance_731_016", "insurance_731_017", "insurance_731_018", "insurance_731_019", "insurance_731_020", "insurance_731_021", "insurance_731_022", "insurance_731_023", "insurance_731_024", "insurance_731_025", "insurance_731_026", "insurance_731_027", "insurance_731_028", "insurance_731_029", "insurance_731_030", "insurance_731_031", "insurance_731_032", "insurance_731_033", "insurance_731_034", "insurance_731_035", "insurance_731_036", "insurance_731_037", "insurance_731_038", "insurance_731_039", "insurance_731_040", "insurance_731_041", "insurance_731_042", "insurance_731_043", "insurance_731_044", "insurance_731_045", "insurance_731_046", "insurance_731_047", "insurance_731_048", "insurance_731_049", "insurance_731_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 morning, and thank you for calling Rivertown Insurance. This is Linda speaking, how may I help you today?", "Yeah, I need to cancel my plant.", "Oh! I'm sorry to hear that. #Um, may I look up your policy so that I can assist you more fully?", "Yeah, sure.", "Thank you! May I get your full name, please?", "My name is Martin Reynolds. R-e-y-n-o-l-d-s.", "Thank you for that, mister Reynolds. And may I get your birthday and phone number please?", "Which one you want first?", "#Uh, birthday, please. If you don't mind.", "September ninth, nineteen seventy nine.", "Okay, great. Thanks for that and-.", "Phone number is eight-zero-one-five-six-six-nine-two-three-two.", "Thank you so much for verifying the account, mister Reynolds. Okay, so I see you have bundled Preferred Auto and Home Preferred with us?", "Yeah, that's what I want to cancel.", "#Um, okay. Well, first I want to thank you for being a loyal customer with us for the last two years.", "Yep.", "And, before we cancel, could I, ask if there's anything we can do on our end to convince you to stay?", "I got a better quote. Want to save some money. That's it. Nothing personal.", "Oh, yes. I understand that. May I ask what kind of coverage you are choosing instead of Rivertown?", "No, you may not. Sorry. Just want to cancel.", "Oh, okay. Well, just so you are aware, we do charge a seventy-five cancellation fee if the policy is ended before the renewal period.", "Uh-huh.", "It looks like you're due to renew on the twenty-fifth? Would you want to call back and cancel then?", "The twenty-fifth? That's like, in three days? You'll still charge me seventy five dollars for a three days difference?", "Unfortunately-.", "This is ridiculous.", "I'm sorry, but-.", "Can I cancel online?", "#Uh, unfortunately, although our website does have a multitude of online options, you would need to call and speak to a representative in order to cancel your plan.", "And I have to call on the exact day it renews? How does that even make sense?", "Oh, I should probably-I should probably check on that. Honestly, I haven't ever had someone, cancel before.", "Yeah, can you check?", "Of course. Please hold just a moment, okay?", "Yeah.", "mister Reynolds?", "Yeah, I'm here.", "Okay. I've spoken with my supervisor and they said there is a way to indicate the policy won't be renewed if you're okay with it continuing for the next three days.", "Yeah, of course. No problem at all.", "Great! #Um, also, I need-I need your policy number? If you have it handy or-.", "Yeah, I've got it right here. Two-four-four-four-three-eight-eight-eight.", "Okay, yes. Thank you for verifying that. I'm kind of new and forgot to have you- anyway, thank you.", "No problem. So am I cancelled?", "Yes, I'm just waiting on the computer here. Okay, we have it set now that your Preferred Auto and Home Preferred policies will not renew.", "Okay, good.", "Is there anything else I can help you with today?", "No, that's it.", "#Oh, okay. #Um, if you have any insurance needs or questions in the future-.", "Uh-huh.", "Please don't hesitate to call.", "Yep. Bye.", "Goodbye, and thanks for calling Rivertown." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_732_000", "insurance_732_001", "insurance_732_002", "insurance_732_003", "insurance_732_004", "insurance_732_005", "insurance_732_006", "insurance_732_007", "insurance_732_008", "insurance_732_009", "insurance_732_010", "insurance_732_011", "insurance_732_012", "insurance_732_013", "insurance_732_014", "insurance_732_015", "insurance_732_016", "insurance_732_017", "insurance_732_018", "insurance_732_019", "insurance_732_020", "insurance_732_021", "insurance_732_022", "insurance_732_023", "insurance_732_024", "insurance_732_025", "insurance_732_026", "insurance_732_027", "insurance_732_028", "insurance_732_029", "insurance_732_030", "insurance_732_031", "insurance_732_032", "insurance_732_033", "insurance_732_034", "insurance_732_035", "insurance_732_036", "insurance_732_037", "insurance_732_038", "insurance_732_039", "insurance_732_040", "insurance_732_041", "insurance_732_042", "insurance_732_043", "insurance_732_044", "insurance_732_045", "insurance_732_046", "insurance_732_047", "insurance_732_048", "insurance_732_049", "insurance_732_050", "insurance_732_051", "insurance_732_052", "insurance_732_053", "insurance_732_054", "insurance_732_055", "insurance_732_056", "insurance_732_057", "insurance_732_058", "insurance_732_059", "insurance_732_060", "insurance_732_061", "insurance_732_062", "insurance_732_063", "insurance_732_064", "insurance_732_065", "insurance_732_066", "insurance_732_067", "insurance_732_068", "insurance_732_069", "insurance_732_070", "insurance_732_071", "insurance_732_072", "insurance_732_073", "insurance_732_074", "insurance_732_075", "insurance_732_076", "insurance_732_077", "insurance_732_078", "insurance_732_079", "insurance_732_080", "insurance_732_081", "insurance_732_082", "insurance_732_083", "insurance_732_084", "insurance_732_085", "insurance_732_086", "insurance_732_087", "insurance_732_088", "insurance_732_089", "insurance_732_090", "insurance_732_091", "insurance_732_092", "insurance_732_093", "insurance_732_094", "insurance_732_095", "insurance_732_096", "insurance_732_097", "insurance_732_098", "insurance_732_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": [ "Good day, this is Roberto. Thanks for calling Rivertown Insurance.", "Hello? I just needed to-to cancel autopay?", "Sure, I can help you.", "Oh, good. I can't figure out how to cancel it online.", "No problem. Sorry to hear it isn't, working out?", "It's not that it's not working out, I'm-I'm just having a problem with one of my credit cards.", "Yeah, no problem at all. I'd be glad to help you get that set.", "My problem is that my wife has access to my credit card and keeps spending too much on it.", "Oh, yeah. That definitely happens.", "I like to pay the balance off everything month, which is usually easy, but not when there's a couple of thousand in-I don't know-crafting materials on it.", "Wow! Crafting material, huh? Your wife spends that much on crafting?", "Oh, yeah. She's at artist? Like a welder artist?", "Oh, wow.", "Yeah. You she makes animal statues from reclaimed metals? But the welding equipment itself is really expensive. And sometimes the reclaimed metals cost money too. Like, she can't just always get it from the dump?", "Yeah, sounds like it can be an expensive hobby.", "And she eventually sells them. It's just that it's not steady enough that I can pay off those high amounts monthly. And I hate having that balance on the card. Like throwing money out the window.", "I completely understand. I can totally help you get rid of autopay.", "Oh, thanks. I appreciate it. What info do you need?", "I'll just need to start with your full name and birthdate please.", "My name is Julie DeNiro. Like the actor. And my birthdate is March twentieth nineteen eighty-five.", "Okay, thanks for that information, Julie.", "No problem.", "Okay, I'll also need your policy number?", "Oh. Yeah, of course. Can I check to see if I have it in my wallet?", "Sure, no problem.", "Thanks. Be back in just a sec.", "Yeah.", "So, I don't have it on me? Is there any other way we can look it up?", "Yes, we can use your social security number and security question to access the account.", "Yeah, sure. Let's do that.", "Great. What is the social on the account?", "It's five-two-five, six-seven, two-three-three-four.", "Thank you.", "Yeah, sure.", "And, let's see here, your-.", "My security question thing?", "Yes! It looks like your questions is what is your high school mascot?", "Oh, okay. It's a dolphin. We were the dolphins.", "The mighty dolphins!", "Yeah, but dolphins really are crazy. They are actually, super aggressive?", "Oh?", "Yeah, I saw this show where they were like flipping seals in the air just to, like, mess with them.", "Seriously? I thought they were like, I don't know-hippies?", "No, not at all! They are like bullies of the sea. After of orcas, of course.", "Orcas? Like Free Willy?", "Yeah, they are super mean. Just finished reading this book about The Essex-that ship that Moby Dick is based on?", "Uh-huh?", "Yeah, they will attack without provocation. I mean, but The Essex is a whaling ship, so maybe they had provocation because humans our out there killing everything? I dunno.", "Yeah, guess that gets kind of complicated.", "Yeah.", "Okay, well, thanks for the security confimation. I'm taking a look at your account now.", "Oh, yeah. Guess I kind of just went off there .", "No problem-it was interesting!", "I think so.", "Okay, so first, it looks like you have our Renters Preferred insurance?", "Yeah, that sounds right.", "And you're on autopay, but you pay just an annual payment, right?", "Yeah. Our payment's due on the first of August.", "So, this problem with overdrawing, it isn't every month?", "Ah, no. It was just this last month, but it was a huge fight.", "Okay? You sure you want to go to paper billing? I mean, you only have the one bill-.", "I just can't afford to get my credit dinged. I'm cancelling all my autopay billing options. Like everything, not just insurance.", "Oh, I see. But there are, other options?", "Oh yeah?", "We could have the autopay come directly out of a checking account instead of a card?", "Oh! So it would come from my bank account?", "Yes. With it only being once a year-.", "No, that's actually a really good idea. I'm kind of scattered, so it would help not having to keep track of a bill.", "Great. Let's do that then.", "Awesome. What will you need? Like a voided out check?", "I'll just need your routing number and checking account number.", "Cool. Let me go grab the info.", "No problem.", "Okay. So, let's see. The routing number first?", "Yes, please. That'd be great.", "And that's the-the first number on the bottom?", "You've got it!", "You're so positive, I love it. Okay, ready?", "Shoot.", "Six-seven-seven-eight-nine-two-four-three-one.", "Thanks for that. And the bank?", "It's Chase.", "Thank you.", "Ready for the account number?", "Yep.", "One-five-five-three-four, uh, six-two-three-three-three.", "Okay. Going to read that back to you real quick.", "Okay.", "One-five-five-three-four, uh, six-two-three-three-three?", "Yeah, you've got it right.", "Sweet. Okay. You're all set! Your three-hundred dollar annual payment for Renter's Preferred policy will automatically withdraw from your account the first of August, so, in a year.", "Hey, great. And will I get like a receipt?", "Yes, you'll be notified by your email on file, the, uh, firebird at one two three dot com?", "That's right.", "Yeah, you'll receive a notice that funds will be automatically be withdrawn and you'll also receive a receipt. You can also view any information about your account on our website.", "Sounds great! Hey, thanks so much for getting that taken care of.", "No problem at all! Is there anything else I can assist you with today?", "Nope. I'm all out of sea creature facts too .", "Well, thanks again for calling. Have a good day now.", "You too, bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Jessica speaking.", "Hello. #Um, I'm trying to make some changes to my account online, and it won't let me do it?", "#Oh! I'm sorry to hear that it's giving you troubles. What are you trying to do?", "#Um, I'm actually trying-trying to cancel the account?", "Oh. Well, unfortunately that's one of the few things you can't do online? That's an action you have to make directly.", "Oh. I mean, it's so much easier to cancel if you don't have to talk to someone.", "Yeah, I understand that. I guess, we hope that if you call we can see if there's something we could do to help the situation so you don't have to cancel?", "Yeah, well it-it's just awkward. I want to cancel my plan. That's the end of it.", "I undersand. I'm really sorry to hear that. Let's pull up your account and we'll take a look.", "No, no looking. Just canceling. Sorry, but I don't want to go through the whole spiel.", "That's fine-that's just fine. I just need your name and policy number so I can pull up the account so we can cancel it.", "Oh, yeah. Sure. That'd be fine. So what do you need?", "Your full name, first.", "Spencer Hardy.", "Thanks for that. And what is your policy number?", "I had it up here on the website but then I closed it out because you said I couldn't cancel online.", "Oh, I'm sorry.", "Yeah, so can we look it up another way?", "Without the policy number we have to user two security verifications-.", "Yeah?", "Your social security number and answer to the security question.", "See? That's what I hate about this place. Nothing's easy.", "I'm-I'm sorry. But it's to protect your account-.", "My account pays for nothing. I was flooded and I found out nothing is covered. Everything is just, ruined.", "I'm-I'm so sorry to hear that. How was nothing covered?", "It was my renter's insurance-said that I had to go up another tier in order to get coverage from flooding. My cat turned the faucet on in the bathroom and must have-must have stepped on the stopper in the sink. It's just-just so annoying.", "Oh! I'm sorry to hear about the damage. So you're saying that Renter's Basic didn't cover the damage?", "Yeah. They said that I'd have to do the Renter's Preferred for water damage. Little too late now, right?", "Yes, that's unfortunate. They didn't mention that, or, send you any documents outlining coverage of your policy?", "Maybe? I dunno. Really, like I just needed insurance to get the apartment and now the insurance doesn't work, so I'm cancelling.", "I understand, and I'm sorry. Just so you know-.", "What?", "#Um, Renter's Preferred is only a hundred dollars more and is competitive with all the other insurance providers out there.", "Yeah? Well, what. Is it going to do anything now?", "Well, no. But, your cat might do something similar in the future?", "Look. You guys weren't there for me so now I'm taking my business elsewhere.", "I understand. But, to cancel your account I'm going to need either your policy number or your-.", "Yeah. You want all my sensitive information. Mother's maiden name.", "I can hold while you look up your policy number.", "#Um. Okay. Yeah. Let's do that. I'll-I'll be right back.", "No problem. I'll be right here.", "Okay. I'm back and I have the policy number.", "Great. What's the information?", "Hey look-I'm, I'm sorry for being so angry. I just was surprised.", "Oh, no. I totally understand.", "I just didn't really understand the policy, I guess. So, I'm just in a bad spot.", "You might want to check with your rental agreement? Sometimes they require some fee from renter's in case of accident? It can cover some things like water damage.", "Oh, really? I haven't even checked with them because I don't want-want them to know.", "Yeah, my apartment flooded once and I didn't have water damage coverage.", "Uh-huh?", "And I found out that part of my renter's payment covered for water damage.", "Really? I mean, there's a possibility?", "Oh, yeah. Especially if did you pay a deposit for having a cat?", "Yeah. And there's this monthly fee, too.", "Oh, wow. Yeah. I'd definitley read your renter's agreement, or talk to the property manager? It's in their best interest to get things cleaned up. And maybe it would cover something?", "Honestly, the damage isn't really that bad? I was just pissed that the insurance didn't cover my wet-vac rental coverage. I know it makes me sounds cheap-.", "Hey, no! Not at all.", "But I'm a student? And the vac was like, a hundred dollars. That's like my grocery money for a week.", "No, I totally understand. I've been on tight budgets.", "Yeah. Okay. Well, really you're the first person I've been able to really vent to, so I appreciate it.", "So do you, have your policy number?", "Oh! Yeah, yeah. It's one-two-three-four-four-three-two-one.", "Thanks for that. Okay, I'm looking at your policy here.", "Okay.", "And it looks like there's a seventy five dollar charge for cancelling early? But you'd be refunded the portion of the time that you didn't use the insurance? So it should come out about even.", "Well, Well now I'm wondering if I should just do that other insurance-.", "The Renter's Preferred?", "Yeah. Like, you said you guys are competitive and offer the same stuff as the other insurance places?", "Yes, we guarantee and price match with all the big-time insurance companies.", "Yeah. So they would have told me the same thing if I called them, right? Like, their basic doesn't cover water damage either?", "That's right. Chances are you'd be in the same boat.", "Glad I don't need a boat .", "Yeah, at least you have that going for you.", "So, maybe, yeah. Maybe we should just do the other one. That way I don't have to worry about Frisky's adventures.", "Is that your cat's name?", "Yeah, Frisky. Pretty generic, but I got him from the shelter and he was already named. And it actually, really suits him? I mean, he is super playful and he's almost eight years old they think.", "Hey, he sounds super cute. I have a cat, but she's just lazy.", "Yeah, that's what I mean! Usually cats just like, sleep all day? But Frisky is all the time into something.", "Maybe he needs a friend .", "Hey, actually. I didn't even think of that. Do you think he's acting out cause he's lonely?", "I mean, I don't know. But I know my cat chases my dog and then literally sleeps nineteen hours.", "Yeah, that sounds like a good idea too. You've been really helpful. Like, seriously.", "Well, I'm not guaranteeing the cat thing, but I think upgrading your insurance is good if you have a water goblin on your hands .", "Water Goblin . Yeah, that's Frisky's new nickname for sure.", "Okay, so it looks like the Renter's Preferred is a hundred dollars more a year-.", "That's it? Wow. Should have just done it in the first place.", "I know, right? I've done the exact same thing, so no worries. It looks like your bill will increase from two-hundred to two-hundred and fifty twice a year, does that sound about right?", "Yeah. And it renews in September?", "Yes. September first, usually. What we'll do is refund you completely the amount you haven't used and put it into your new payment which will happen immediately? So this will be your first payment, but with your credit, you're looking at-let's see here. About the same as your old payment. Two-hundred and ten dollars.", "Okay. So a little early, but that's good for six month, right?", "Yes, the next payment won't be until March.", "Nice. Okay. Let's do it.", "Great! I have it all set up. You'll be receiving confirmation to the changes that we made to your account via your email, which is, let's see. Friskyfriend at one two three dot com?", "Yep, that's me. Alright, well, thanks for everything. I've gotta split.", "No problem at all-thanks for calling in. And if you have any questions, please don't hesitate to call back.", "Yeah, I hope it's not for awhile, no offense .", "None taken. .", "Nice.", "Thanks again for calling Rivertown Insurance, you have a great day.", "Bye for now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Susan, may I ask who I have the pleasure of speaking with?", "#Uh, yeah, hi Susan. This is Tony. I need help with my insurance.", "Okay, Tony. Can you provide your full name and date of birth so I can check your name with our database?", "Anthony Mars June thirteen sixty four.", "Alright, Tony I don't see you in our database but you would like to be added to an insurance plan, yes?", "Yeah. For homeowners cause I just bought my first house with my wife now that the kids have flown the coop .", "[Laughter]. Well congratulations to you both. I would love to help you if you could just provide me with a bit more information so I can set up your account for you.", "Kay, what else do you need?", "#Um first can I have the best contact number for you?", "This onell do.", "#Uh, I'm actually unable to see your phone number so if you could tell me what that is thatd be great, thanks.", "[Sigh]. Hold on let me ask my wifeHONEY! WHATS MY PHONE NUMBER?! OkaySusan?", "Yes sir, I'm here.", "Seven one eight.", "Mhm.", "Three seven four.", "Okay.", "Five nine nine o.", "#Um, okay, so just for confirmation that was seven one eight, three seven four, five nine nine zero?", "Yeah.", "Okay, great and Tony what's your address?", "Why? Ya plan on stoppin by? three sixty one Birdcrest Avenue.", "[Laughter] thanks. What's the zip code, state and city?", "Oh, sorry. My wife usually does this stuff Arkansas, Bentonville Arkansas zip code seven two seven one two.", "Thank you for being so patient, mister Mars. Were almost done with this part. I'm going to need your full social security number.", "Jeez, okay o nine sevenshoot, hold on let me think.o nine sevenf-fournine nine onet-two? three.", "Okay, Id like to confirm zero nine seven, four nine nine, one two three?", "I hope so.", "Great . Last thing before your account is active. I'm going to need you to pick a security question so that in the event you can't log in or your identity needs to be confirmed, we can insure that it is truly you.", "A security question? I can barely remember my anniversary and now you want me to be able to remember the answer to a security question? I think Ill just have my wife call you back to finish this up.", "Oh Sir, that won't be necessary. Youve gotten this far and all I need now is one question you will know the answer to like the back of your hand? What's your favorite sports team?", "Cardinals. Ever since I was a little boy I loved the Cardinals. Thought about playin for the team myself. Yknow my dad took me to my first ever baseball game when I was seven.", "Perfect. Thats wonderful and I'm sure that memory will help you answer your security question.", "So is that it? When do I set up my insurance?", "So thats it for your account set up. Now onto setting you up with the perfect plan are you aware of all of the types of homeowner plans Rivertown Insurance has to offer?", "I am unaware, please enlighten me.", "So we offer three plans which include the Basic Home, Home Preferred and Home Complete.", "Let me hear about the Home Preferred plan. I think I might want that one.", "Wonderful. So for first time Homeowners we recommend the Preferred plan because it offers a little more than Basic. It covers damages caused by some natural disasters like hurricanes or even accidents like fires. That plan also covers any losses due to theft.", "That sounds good. What doesn't it cover?", "What the plan won't cover is damages caused by floods or earthquakes, however that is covered in the Home Complete plan, if you were interested in covering all of the bases.", "Yeah. Honestly I think my wife would feel better if we were secure completely.", "So you want to purchase the Home Complete plan?", "Yes I think. How much is it?", "The plan will cost two thousand dollars per year, but we are currently having a deal for first time buyers if youd like to hear about that.", "Anything that will save me money.", "So the first time buyer deal is forty percent off for the first three months and then continues for the full price after that.", "How much is that?", "For the first three months itll come to twelve hundred dollars.", "And then two thousand dollars after that?", "Correct.", "Alright, thats not too bad.", "So would you like the Home Complete plan with the deal?", "Yeah.", "Awesome, so I'm just going to need an email that I can send the invoice to.", "Marseight four tony at gmail dot com.", "Great and just a heads up that is the email I linked to your account so if you ever go to our website to check your account you will use that email. Since it's your first time, you will be prompted to create a password.", "Cool, more things for this old man to remember .", "[Laughter] sorry about that.", "So is that all? Are we done here?", "Yes sir. As long as you don't have any other questions we are done.", "I'm fine. Thank you so much for all of your help and patience, Susan.", "No problem, sir. Have a wonderful day!", "You too. Buh-bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Charlie. How may I assist?", "Hello there! I'm just calling-I actually called yesterday.", "Oh?", "Yes, and I'm calling again today because after chatting with Richard-.", "Mhm.", "I've decided to open an account with you.", "That's great news! I'd be happy to assist you.", "Thank you. We went over all the different accounts and everything-.", "Richard gave you all the quote information you needed?", "Yes, yes. And I think we are going to go with the Home Complete package. No auto right now, but the Home Complete.", "That sounds great. But Richard did mention that we offer discounts for multiple coverage policies?", "Yes, yes. Richard told me. But my husband wants to wait just yet.", "I completely understand. I am happy that you've decided to switch to Rivertown for your home insurance needs.", "Oh, yes! My neighbor Rhonda told us they had a wonderful experience with some flooding that happened. We had the same kind of damage and our insurance company just gave us the run-around like you couldn't believe!", "I'm sorry to hear about your experience. Yeah, I think being a smaller, local company gives us an edge when you need to get a quick response as far as claims.", "I should say so! She was having someone out to repair while we were still waiting for a call back from our agent.", "Shoot, that must have been tough.", "Well, it just pays to have friends who can steer you in the right direction, right? .", "That's for sure. Okay, well, let's get you all set up!", "Marvelous.", "May I have your full first name please?", "My name is Marsha Stirling. That's S-t-i-r-l-i-n-g.", "And just to clarify, you want to be the main name on the account?", "Oh, yes. I handle everything with the house .", "Sounds good! Okay, missus Stirling, what is your birthdate, please?", "November third, nineteen fifty-eight.", "Thank you. Next we will need, the best phone number to reach you at?", "That'd be my cell phone. We don't even need a landline anymore! John wants to keep it for emergencies, but it's just getting dusty! .", "I understand. Crazy how outdated landlines are now, right?", "That's right. Getting ready for these electric vehicles to just take over. .", "Things change quickly, right?", "That's for sure. .", "Okay, missus Stirling. Now I need to gather some information to protect your account.", "Okay?", "I'll need to gather your social security information and we'll also need to select a security question for your account.", "Oh, okay. So the social security number first?", "Yes, please.", "That'd be five-two-two-six-eight-seventeen-eighty-one.", "Was that, Five-two-two, six-eight, seven-one-eight-one?", "Yes, dear. That's it.", "Great, thanks for verifying that info. Cool that you've got it memorized.", "Well I've had it for long enough!", "You're ahead of me. I always have to take the card out and take a peek.", "I'm like that with most things. I guess it's stored in my long-term memory.", "Okay, then. Now we need to select a security question. Would you like, let's see here, the name of the street where you were born?", "Where I was born? Where I lived after I was born?", "Yes, I guess they should word it more like, the street you grew up on.", "Yes, yes. Let's do that. I don't think anyone else knows but me, and it's a simple thing for me to recall. Long term memory.", "Sounds good. What's the name of the street?", "That's be Hushpuppy Drive.", "Hushpuppy? That's cute! My street is just numbers.", "I hated it in elementary. Everyone would tease me, call me the puppy on Hushpuppy drive.", "School bullies are the worst.", "Well, it sounds like it's even tougher for kids now. Can't believe what some folks have to put up with.", "Yes, it's really sad. #Um, well thank you for verifying the question. Now we can get to the information for the home in which you currently reside.", "Okay, sounds good. You need the address?", "Yes, the full address, please.", "That's be nineteen nineteen Lodestone Avenue. That's in Kearns, Utah. Eight-four-one-one-eight.", "Great. Thanks for that.", "Are we getting close? I'm not trying to rush, I just need to go walking with my neighbor here in a bit.", "Yes, yes. We are getting super close to completion. If for any reason you have to go-.", "Oh no! Marjorie can wait. I have a cup of coffee here for her anyhow. And she hasn't even showed up yet.", "Great. But for any reason you need to go, you can always update or change information on our webstie.", "Well, I'm not exaclty great on a computer, but that's good to know.", "Okay, so let's get going here.", "Wonderful.", "So you've decided you wanted to take advantage of our Home Complete coverage? That's our top of the line coverage-.", "Yes, that's the one my neighbor recommended.", "And you understand the coverage? That was thoroughly talked about when you called yesterday?", "I think I chatted poor Richard's ear off! .", "Oh, now. That's why we're here. There's never too many questions.", "You're too sweet, dear.", "Well, thank you, ma'am. So, it looks like that will be a fee of two-thousand annually.", "That sounds right.", "How would you like to be billed?", "I'd like the bill to be sent to my home, please. Still a sucker for paper billing.", "Sounds good. Let me make a note here. And if anytime you want to utilize our autopay feature, just give us a ring. Or you can use the website to change your billing preferences.", "I'd probably just call in, faster and easier for me . Though I know others would probably like the website.", "Great. Just wanted to let you know there's always an option to change.", "Thank you.", "Also, how would you like to pay? We offer monthly, bi-annually or annually.", "I think I'd just like to get it over in one blow, you know?", "So you'd want the annual payment?", "Yes, please.", "Sounds good. You're an easy customer, for sure. Sometimes people want us to set up a bi-monthly payment.", "Oh! People are just living paycheck to paycheck. My heart goes out to them.", "Yes, homes are so expensive now. That's for sure.", "So, can the coverage being on the first of next month? That's when my old coverage is due to expire.", "Yes! That was my next question. So you'd like to begin coverage September first?", "Yes, that would be ideal.", "Okay. We are set, I think. You should be receiving your annual bill for two-thousand dollars in the next week.", "Mhm. That sounds great.", "Are there any other questions I can help you with today, missus Stirling?", "Not now, but I'm sure I'll be calling back with something .", "Well, you enjoy your walk and have a wonderful day!", "You too, dear. Oh! There's the bell! We have great timing .", "Well, thanks again for calling Rivertown Insurance. You have a great day.", "Marjorie will be happy that I took her advice.", "I'm glad to hear that. Good-bye for now.", "Bye, now." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "CreateAccount" ], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Thanks for calling Rivertown Insurance, this is Maddie. How can I help you today?", "#Uh, yes, I'm having some problems that need to be fixed today.", "Oh! I'm sorry to hear that, I would love to help you resolve any issues.", "That would be helpful.", "Of course, may I get your full name and birthdate in order to access your account?", "My what?", "Well, let's start with your name, please.", "My what?", "#Uh, your name, please.", "Tad Reynolds.", "Thank you for that, mister Reynolds.", "What's that? Speak up!", "#Um, I'm sorry. Do we, have a poor connection?", "No, I just need you to speak up.", "Is this better?", "Yes.", "Okay, in order to verify the account-.", "Yes?", "I will need to have your birthdate and policy number?", "My what?", "Your birthdate and-.", "May nineteenth, nineteen fourty-two.", "Oh, okay. Thanks.", "Hm.", "And, may I get your policy number?", "Yes, I have it here. Are you ready?", "Yes, mister Reynolds, I'm ready.", "It's eight.", "Uh-huh.", "Six-two- let me get my glasses.", "Sure, sir. No problem.", "Eight-six-two-eight-six-two-five.", "Okay, so, eight-six-two-eight-six-two-five?", "Yes.", "Thank you for having that policy number ready, sir.", "Hm.", "And, how may I help you today? I see you currently are enrolled in our Home Complete and Preferred Auto bundled coverage.", "Yes, I don't know what all that means, I just need to change this-this, internet billing.", "#Um, do you mean you want to change autopay?", "I don't know what it's called! But it doesn't always make the payment.", "Yes, mister Reynolds, autopay is designed to make billing easier by automatically making the payment-.", "Well, I don't want it!", "Okay, well, I see here that you signed up for autopay three years ago upon creating your account?", "My son signed up for it, not-not me. It was going fine, but then I received a-a statement saying I was late!", "Oh, I'm sorry to hear that, sir. Let me take a look to see-.", "If it automatically bills, how can I be late? How can I be late? You tell me, how can I be late?", "mister Reynolds, I'm very sorry you've experienced problemiss but I see here that your bill is not yet technically late-.", "Miss, I am holding my bill RIGHT NOW! It's says Notice-overdue. Overdue. That means late, if you know English.", "Sir, what I mean is we offer a seven day grace period to customers to pay their bills-.", "Well, it shouldn't of been late in the first place! Your computers do not work!", "I'm very sorry that, you've experienced this problem, mister Reynolds. And I will assist you in-.", "Shut it off. Just shut if off. I'll send a check.", "Sir?", "What is it? Just shut it off.", "I see here that the card you have on file has expired.", "What?", "The credit card information that we had for autopay expired this last month. It looks like we just need to update the card.", "You say it expired? Which card is that?", "Well, sir, I can't give you the number-.", "It's my card!", "We are unable to provide that information for security reasons-.", "This is ridiculous-.", "I can tell you that it's a MasterCard.", "Yes. They sent me-they sent me a new MasterCard. It was last month?", "Yes, sir.", "Oh, I see. Well, I needed to know. How am I supposed to know?", "We would have sent a verification to your email that the card was about to expire?", "I don't check the email. I don't want email either. Take off my email.", "So, sir, am I to understand that you want to both cancel the autopay and email notifications?", "I don't want your computers. Send everything to my home.", "Okay, mister Reynolds. First, did you want to pay that bill online in order to avoid any late fees?", "Listen to me, Missy. I will pay this bill by check, in the good-ol' fashioned mail. I will not-NOT pay any late fees for your computers malfunction. Understand? I am a veteran, and I will not pay a fee for something that was not my fault. Understand?", "#Um, would you mind holding one moment while I check with my supervisor?", "Check with your-your supervisor and then just hand him the phone so I can talk with him personally.", "#Uh, one moment mister Reynolds.", "Hm.", "Are you there, sir?", "Yes. Is this the supervisor?", "No, sir this is still Maddie. I spoke with my supervisor-.", "Yes?", "And she said we could make a note here in your account that the late fee will be waived. #Um. And thank you for your service, sir. As a veteran.", "Well, good. Thank you for taking care of that.", "No problem, mister Reynolds. And I'm sorry that autopay wasn't a-a good experience for you.", "I'm just used to how things were before all these comptuers. I apologize if I was, gruff.", "I understand, sir. Could-could you please verify the address on the account in order to receive all further bills and notifications by mail?", "Yes. It's three four five Eagle Avenue. That's West Jordan, Utah. Eight-four-seven-nine-two.", "Thank you for verifying the address, sir. It looks-.", "Your welcome.", "It looks like we have everything set up to be sent to your home address at three four five Eagle Avenue.", "Good. And no late fee?", "Yes, sir. The late fee will be waived if the current balance is paid within the next three weeks.", "Good. Good.", "Is there anything else I can do for you today, mister Reynolds?", "Did we get everything fixed? No more autobilling?", "Yes, we have everything set to be sent by traditional mail.", "Alright, then. I thank you for your time.", "Thank you for calling Rivertown Insurance. I hope you have a wonderful rest of your weekend.", "Hm. Yes, you too.", "Goodbye.", "Yes, goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Mark.", "Oh, hi there. Mark?", "Yes?", "Hi, I just needed to- make some changes on my account?", "Yeah, I can help you with that. Would you mind holding for just a second?", "Sure, no problem.", "Thanks.", "Mhm.", "Hello?", "I'm still here.", "Thanks for holding. Mondays are always so busy. So, you needed to change your auto policy?", "#Uh, no? I just needed to change my payment preference.", "Oh, right. Okay. Yeah, no problem. Did you happen to try to use our website to make those changes? It can save a lot of time.", "#Uh, no. I didn't try the website. I don't-don't like, well I like communicating with, real people first.", "Sure. I get that. Just so you know-.", "Uh-huh?", "Our website is available twenty four hours a day, seven days a week for things like billing changes, autopay changes, claims-.", "Yeah. I understand.", "Okay. But if it's easier for you to just call, I mean, I can help.", "That would be nice, thank you.", "So, you needed to change what now?", "My billing preference?", "Oh, yeah. That's right. Okay. First I'll need to access your account.", "Of course.", "So, I will need, let's see here-your full name, birthdate and policy number.", "Oh! Sure.", "I told you it would be easier to do it online.", "No, it's no trouble.", "Okay. Well, let's start with the full name on the account.", "It's going to be under my husbands name?", "Okay.", "His name is Jeff Rogers?", "Okay. And do you have access to the account?", "Pardon?", "Did your husband put you on the account as someone who can access the information?", "Well, I'm the one who does all the bills, and - I haven't had any problems in the past?", "#Um, I'm going to have to go check to see if we can do it this way?", "Oh?", "Yeah, would you mind holding just a moment?", "Well, no. I guess not.", "Okay, please hold.", "Okay.", "Hello?", "Yes, I'm still here.", "So, my supervisor said as long as you can verify all the security information we can make changes to the account.", "Okay, well, that's what I thought.", "I needed to make sure ma'am, for security purposes.", "Oh, no. I understand.", "We have people who, well, you wouldn't believe what they try to do.", "Uh huh?", "So we have these security measures in place.", "I understand. I really do. So what else did you need? Phone number?", "Ah, no. No, not phone number. Looks like we have the name-.", "Jeff Rogers.", "Yes. And now we need the birthdate?", "Great. It's September seventeenth, Uh, nineteen seventy-eight.", "Good job. I don't know my girlfriend's birthdate. I should probably work on that.", "Yeah.", "And now I just need the policy number on the account? You can find that-.", "Yes, I have it right here.", "Oh! Yeah, okay. So what's the number?", "It's five-five-four-two-.", "Uh-huh?", "One-one-three-four.", "Okay, great. And now you just need to answer a security question for me? Since you're acting in place of your husband?", "Sure. Go ahead.", "What is your mother's maiden name?", "My mother's?", "No, it would be your husband's mother's name, since he's the one who set up the account.", "Of course, of course. Okay, that would be, let me think here.", "Do you now know the question?", "Let me just run out to the yard and ask him. He's in his workshop.", "Sure.", "Okay, it's Denis. Like D-e-n-i-s.", "Great. Yeah, that all checks out. So what did you need help with? Cancelling autopay?", "No, no. I just wanted to switch it from withdrawing from my bank account-.", "Uh-huh.", "And wanted to put a credit card in there instead.", "Oh, yeah. Sure. And just so you know, your next payment isn't due until October first.", "That sounds right.", "It will be for a total of two-thousand dollars, that's for the two policies, Home Complete and Auto Complete.", "That sounds about right.", "And it's a bi-annual payment.", "Yep.", "Okay. So you're ditching the checking account number ending with four-four two six?", "Yes. And I wanted it to just charge my Visa card. Get some Costco cash. .", "Okay.", "#Um, let me know when you're ready.", "Go right ahead, I'm ready.", "Oh, sorry. It's six-six-two-five-three-four-, seven-seven-seven-four-six-three.", "Great. And expiration?", "November of twenty twenty-three.", "And CVV?", "Looks like it's three three four.", "Okay. You're all set. Is there anything else I can do for you today?", "#Uh, no. I don't think so.", "Okay, well you have a good day then.", "Oh, okay. So we're all set then?", "Yep, it's all ready to go. Bye for now.", "Thank you. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Thanks for calling Rivertown Insurance. This is Adam, how may I help you today?", "Hello? Yeah, I need to-to report an accident.", "I'm sorry to hear there's been an accident, but can help you with that! May I get your full name and phone number, please?", "Rae McDaniel. That's r-a-e.", "Thank you. And your number?", "Oh, sorry. It's eight-zero-one-two-seven-three-three-three-seven-seven.", "Thank you for the information. And do you have your policy number handy?", "Oh, let me look in the glove box here. I think I have my cards-.", "Oh sure, yeah. Go ahead and look.", "I'm in the car, so I don't need to leave or anthing-yeah. Here they are. I see the number.", "Great!", "It's eight-eight-eight-eight.", "Uh-huh?", "Six-two-six-three.", "Okay, thanks so much for verifying the account, missus McDaniel.", "Miss.", "Oh, Miss McDaniel. So, I'm sorry to hear you need to report a claim?", "Yes, I'm here at the Target and it looks like someone hit my car and just drove off.", "Oh no! I'm sorry to hear that!", "Yeah, I wouldn't have even noticed but my trunk won't open. Looks like, I don't know, they were trying to pull in and just went too far?", "I'm sorry to hear that.", "Like, who wouldn't wait and tell the person if it was-oh, hold on. There's someone here-hold on.", "Oh, okay. Yeah, I can hold.", "Okay. Okay. Looks like an employee saw the whole thing. Said it was a gold Buick and an old guy. They're going to try to look to see if there's any video footage on the, video cameras.", "At least you have a witness!", "Yeah, but now I feel bad that it's an old guy. I mean, my grandpa has like beginning Alzheimer's? And I can see him doing something like this, I dunno.", "Oh, I'm sorry to hear that.", "Yeah.", "Well, hopefully he has insurance and, you know, just pays the deductible and your car is taken care of.", "Yeah. Yeah, that's not so bad, right?", "So, I will need to get a couple of peices of information from you?", "Oh, sure, yeah.", "What time do you think the accident occurred? Like, ballpark?", "Well, it's six thirty right now? So I'm guessing like a half hour ago? Sixish?", "Okay, we'll put down six o'clock pm. And today is Tuesday, July twentieth, two thousand twenty-one. Sorry, just talking out loud.", "Oh, yeah, no problem. I am just a wreck, so, it's soothing to hear you talk, you know?", "Well, I'm glad to be of some help!", "Yeah, of course.", "And, what do you, right now, determine the damage to entail?", "Well, it looks like the trunk won't open.", "Uh-huh.", "And, let me go look again. Hold on.", "Sure.", "Yeah, the trunk won't open and the tail light is busted out.", "On what side?", "#Um, left.", "Paint damage?", "Oh, yeah. It's all like, bent in and you it's going to need to be, painted or something.", "Okay, so the body was hurt, not just the bumper?", "Yes, it smashed the bumper but scratched up the paint too.", "How are the tires?", "I mean, they look good. I haven't tried to drive yet or anything.", "Okay. And we can always update the details as you find more things wrong.", "Oh, that's good.", "Since this is a fender-bender, we can actually make the claim if you are able to take some pictures and submit online?", "#Uh, yeah. I can definitely do that. Do I need to do this while I'm talking right now? I think that girl is going to come back and I might have to go look at the video. See if we can see a license plate number or something.", "I understand. Yeah, you can definitely upload the pictures online after we hang up.", "Oh, okay. Great.", "Have you used our website before?", "#Um, lemme think. No, I don't think I have.", "Let me send you a link to setting up an online account. Can you verify the address that we have on file for you?", "Yeah, it's McDanielRae at one two three dot com.", "Great, thanks for verifying that information. Okay, I sent a link to you through the email.", "Uh-huh.", "You'll just need to click on that in the next twenty-four hours to activate the account. We will actually need the pictures to be submitted before then-.", "Oh, yeah. That's going to be like, my first priority.", "Great. I'm going to go ahead and generate a claim number for you.", "A what?", "A claim number for this, accident. You'll also see it when you log into your account. If you hit the little edit button next to the number you'll actually be able to see our notes from this conversation and update any further damage you might notice.", "Oh, great. What's the number?", "Okay, it's-hold on one sec while the computer's working on it-okay. It's three-four-five-six-seven-eight-nine-nine.", "Got it, thanks.", "Oh, hey. I'm sorry, but, I also needed to verify your date of birth?", "My birthday?", "Yes, sorry. I only asked for your phone number and protocol-.", "Oh, it's no problem. My birthday is June twenty-first, two-thousand two.", "Oh! So your birthday is tomorrow?", "Yeah, how's that for a birthday present?", "Well, hopefully we get everything, fixed quickly for you. I'm sure we will.", "Hey, thanks.", "You are very welcome. So, the next thing that will happen is that you'll be contacted within the next twenty-four hours by an agent in order to process the claim further.", "And what if I'm able to get the license of the guy who hit me?", "I guess you'll just, report that to the police?", "You guys don't have a system to search plate numbers or anything?", "Unfortunately, no. And it would be ideal if you could track down the guy so, he can be the one who has to do most of the insurance hassle.", "I didn't think you'd admit insurance is a hassle!", "I mean, you know I meant, just the time spent. Be able to enjoy your birthday.", "Yeah, that would be nice.", "Definitely. Well, thank you for calling-.", "Oh, here come the employees right now. They're waving me in. Yeah, they want me to come in.", "That's great-I wish you luck on getting some good footage.", "Yeah, I hope. #Um, thanks again for everything. So look for the email?", "Yes, there should be an email containing a link to set up the account and to get everything, situated.", "Okay, great.", "But, again, thanks for calling, and if there's anything else I can do, please just give a call back, okay?", "For sure. Have a good night.", "You too!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Angela speaking. How may I help you today?", "#Uh, yes? I called someone earlier about looking into pet insurance? His name was Mike?", "Hi there! My name is Angela, and I would love to help you get signed up for pet insurance.", "Well, is Mike there? He's the one who really helped me get things figured out on what I want.", "I'm sorry, but we have no private numbers here, so there's no way for me to connect you with Mike.", "Oh, that's too bad. I really liked Mike.", "I'm sorry for the inconvenience. But, we're all trained knowing that we might have to help eachother out? And I know that Mike wouldn't mind if I helped you set up your account.", "You don't get a bonus or anything for setting up my account?", "No. We are all paid a flat rate there is no incentive, on our end, in setting up accounts.", "Oh! Okay. Could you at least put a note in there or something that says I really liked talking to Mike?", "Sure! I can make a note on your account that you appreciated Mike's help.", "Oh, thanks. I'd really appreciate that.", "No problem. So, to start off, did Mike go over the two different pet insurance plans that we offer?", "Yes, we covered all of that. He even sent some information to my email about the differences between let me look here-.", "Petcare Basic and Petcare Preferred?", "Yes! I'm still learning I guess .", "Great! Well, do you have any remaining questions, or-.", "Oh, no. Mike was very thorough. I'm definitely going to need Petcare Preferred. My little Molly is eight years old already, and I know being a purebreed means she'll probably need some extra care.", "Well, that's great news! You'll be providing, Molly was it?", "Yes, Molly-Wolly.", "You'll be providing Molly with our best Petcare policy plan available. Did Mike go over the costs of the plan?", "Yes. I've got the paper printed out here it looks like it's going to be one thousand dollars a year?", "Yes, Ma'am. And after we get your account set up we can decide how you want to be billed. We offer monthly, bi-annually, or annual payments.", "Oh, wonderful. That all sounds superb. Okay! Let's get Molly signed up . She's excited!", "Glad to hear! First off, Ma'am. We will be creating an account for under your name for Molly.", "Naturally.", "Could I please get your full name, please?", "Yes. My name is Marjorie Davies. That's M-a-r-j-o-r-i-e.", "Thank you-.", "Kind of an old fashioned name, but we're kind of old-fashioned ourselves, right Molly? .", "I think it's a beautiful name!", "Well, thank you, dear.", "And may I get a phone number?", "Yes, it's eight-zero-one, six-seven-seven, two-five-six-two.", "And is that a landline or cell phone?", "Landline. I don't own a cell.", "Thank you. And an address please?", "Twenty-two Twenty-three Sycamore Lane. Murray, Utah. Eight-four-one-two-one.", "Wonderful. And now a security question.", "A what?", "It will be a question that may be asked if you call in to make plans to your policy. Just an extra step to prevent any security issues.", "Someone's going to call in and cancel my pet insurance .", "Well, you can never be too careful.", "That's for sure. Why, the other day I caught a kid trying to steal my garbage can! Now why would anyone do a thing like that?", "Goodness! I'm sorry to hear that!", "My son came over and painted my house number on it.", "Well, that was very nice of him.", "Yes, you can't be too careful.", "Absolutely. Now, so with the security question. There are several from which to select. The first option is what was your high school mascot?", "Oh my! I haven't thought about that in years!", "Would you like to have this as your question?", "Oh, yes. No one would know. I moved after college and don't live in Idaho anymore.", "Oh, great. So it would be a secure question.", "No one knows because no one cares . It's the Beavers. We were the screamin' Beavers.", "Oh! Great. I'll just put a note here of your answer-.", "I was a cheerleader back then. Knew all the fight songs.", "That must have been fun! So, I'll need a birthdate from you now.", "Mine or Molly's?", "Yours, missus Davies.", "Oh, okay. My birthday is September eleventh, nineteen fifty-eight.", "Okay. Great. Thanks for that information. And do you want information about your policy mailed to your home or sent through email?", "Oh! By mail, certainly. My son had to come over to print all this out from Mike, and well, it would be nice to have it just sent to the house. Cut down on the middle man .", "Certainly. I'll note that you prefer mailed correspondence.", "And my bill. I don't want any of that automatic payment.", "Yes, of course. We can send you a standard bill. Speaking of billing, how would you like to pay-.", "Let's do it all at once. Send me the bill for the one-thousand.", "Great. You should be receiving that statement in the next three to five business days. After we receive your payment, you'll receive a confirmation that your-Molly's insurance will be activated.", "Oh, good. I'm anxious to get it going.", "I understand, missus Davies. Now I'm going to need to collect some information on Molly?", "Oh, yes, please!", "So Molly is a dog?", "Oh, no. Molly-Wolly is a cat. Eight year old Siamese.", "Oh! How nice! And you said eight years old?", "Had her since a kitten. Eight years young is what we say, don't we Molly?", "Wonderful! And does Molly have any pre-existing conditions?", "Nope. Healthy and happy. She has a pretty plush life. Indoor cat, so you know, no ally-cat fights or diseases.", "That's great news.", "Some of my neighbors just let their cats roam. I find their you-know-what in my garden and it just, well, it's just so inconsiderate!", "Yes, that can be frustrating.", "And the diseases! I would never let my Molly out. It's like a death-sentence what with the parvo and the cars-.", "It sounds like you are a very responsible parent, missus Davies.", "Well, she takes good care of her mama too.", "Wonderful. So, lastly in order to set up the account-.", "Uh-huh.", "I'll just need your social security number.", "Oh! You need that for pet insurance?", "Actually, may I ask my supervisor? I've never had anyone just need pet insurance before.", "Yes, dear. Go ask someone. That's not something I'm comfortable with just giving out.", "Thank you, ma'am.", "Mhm.", "Okay, missus Davies. It looks like we're all set. No social security number is needed at this time. If in the future you decide to bundle your pet insurance with home, auto or life insurance-.", "No-I have that all taken care of with those Progressive people. Just needed Molly's insurance.", "Well, don't ever hesitate to call if something changes. Just to recap, you'll be receiving your first statement within three to five business days, and Molly's insurance will begin upon receival of payment. You can call at anytime to find the status of her insurance. Would you like the policy number?", "Yes, dear. Please. I'm ready.", "The number is five-two-five-three-six-two.", "Five-two-five-three-six-two. Is that right.", "Yes ma'am. Thanks again for calling Rivertown Insurance. I hope both you and Molly have a wonderful rest of your day!", "You have a good day as well. Thank you for your help." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Angela, how may I help you?", "Angela?", "Yes?", "Yes, this is, Brian Bonker. I have several policies with you, Angela.", "With Rivertown?", "Yes, with Rivertown.", "#Um, thank you for being a valued customer, mister Bonker.", "Please, call me Brian.", "How may I assist you today, Brian?", "Well, Angela-it's alright that I call you Angela?", "#Oh, of course.", "I like using people's names, it tells shows them that I recognize them as people, not just a means to an ends.", "#Uh, yes. I have a hard time remembering names. It's something I'm working on myself .", "I understand that, Angela. As soon as you said your name I took a note here. Now, if I was meeting you in person, I would go about it a different way.", "Oh?", "I would find something that stands out immediately. Say, you had really nice eyes. And I would think angel eyes and then I would connect it to Angela.", "Oh! That's really interesting.", "And now I have a visual to assist me in remembering the name.", "I see.", "I have a very uncommon last name? So usually people have a very easy time remembering my last name, but not so much my first name. Very common, Brian.", "I understand. That is quite a predictament.", "It's something I've learned to deal with, that's for sure . Anyhow, Angela. I have a request about my policies.", "For sure, Brian. What can I do to help you today?", "I have my bills set up to be automatically deducted from my checking account on the first of every month and-.", "Sir, do you mind if we take a minute to validate your account so I can take a peak? It helps if I have the information pulled up in front of me.", "Oh, surely.", "I'll just need your birthdate and policy number, please.", "Okay. My birthdate is February twentieth, nineteen sixty-eight.", "Thank you.", "And my policy number is, let's see here. Let me get my reading glasses. Why do you make those numbers so tiny, Angela?", "Need a larger font, right?", "Yes, work on that, will you Angela . Okay, you ready for the number?", "Yes, sir. I'm ready.", "It's seven-seven-two-four-five-no, no. seven-seven-four-two-five, six-six.", "Thank you so much for verifying your information! I'm taking a look at your account now-.", "Oh, that's great.", "And I see that you have three policies with us. It looks like Preferred Auto, Home Preferred, and Pet Preferred. Does that sound about right?", "Right on target, Angela.", "And it looks like you have a recurring payment of three-hundred fourty five dollars which is recurring on the first of each month?", "Bingo.", "And it sounds like you wanted to make a change?", "Yes. I think the recurring payments to my card are damaging my credit? I just received a credit score, you know, one of those free ones they offer.", "Uh-huh.", "And it said that my credit score is penalized for having large amounts of money on my cards, even though I pay them off each month! Can you believe it!", "That must be-frustrating.", "I mean, you need to have credit cards to get credit, and then they want to penalize you, even if you pay them off!", "I'm sorry to hear that, sir.", "So Angela, I was wondering if there was a different way to pay?", "Well, Brian, you have several options.", "That's what I like to hear, Angela.", "We can set you up with an autopay that comes directly out of your checking account-.", "Oh, I don't think I like that much, Angela. I have several accounts, but sometimes they get a little low if I forget to move the funds around.", "Okay, so that doesn't sound like a good option. But-.", "Sorry to be so fussy.", "Oh no! Not at all. There are other options. We could have a paper bill sent, which you could write a check for?", "Hm. I hate checks. I can't believe they still exist! I can imagine writing a check every month. I mean, I'll end up paying more in checks and stamps then would be-would be desired.", "I understand, sir. Let's think here a minute.", "I just don't understand people who don't get with the times, you know? We have these things called credit cards? I stood behind this lady at the store yesterday while she took literally ten minutes writing a check for groceries. Ten minutes!", "Yes, it is becoming an, a, an increasingly digital currency world.", "That's for sure.", "So, if I'm understanding correctly, you're not opposed to writing checks, but are concerned with the monthly, act of writing checks?", "That about sums it up .", "So what if we, what if you change your billing cycle to bi-annually or annually? This way you'll be only needing to send out a check twice or even once a year?", "Well.", "Yes?", "Well, I think you found a solution, Angela!", "That's wonderful news!", "I knew you could do it . I believe in you, Angela.", "Well, thank you sir. How often would you like to receive your bill? Bi-annual or annual?", "Let's see here. Maybe we'll do the bi-annual?", "It looks like your total for the year is four thousand one-hundred dollars-.", "Sounds about right.", "So you'd like a bi-annual payment for two-thousand and fifty dollars?", "Yes, ma'am. That would be splendid.", "Great! It looks like your next billing cycle is in two weeks, on the first of August. I'll go ahead and change your billing-billing preference to paper billing.", "Not so great for the environment, but gotta help the credit.", "And your new due dates will be August first and February first. Does that sound okay, Brian?", "Yes, Angela. That sounds superb.", "Great. Can I just get you to verify the address on the account to ensure that the bill is reaching you okay?", "Yes, of course. It's one-two-five Aspen Boulevard. That's in West Jordan, Utah. Eight-six-six-four-six.", "Okay, it looks like the information is all set and accurate in our system. Is there anything else I can assist you with today?", "#Uh, yes, actually. I think I need to update my phone number. I can't remember if I called in the last time I switched phone plans.", "Okay, yes. We should certainly check that.", "You know, sometimes it's just better to get a new number. Carrying it over isn't always the best deal, and I'm always on the lookout for the best price.", "Oh, definately. Phone numbers seem to change constantly now. I don't even have mine memorized.", "You, don't, Angela? Oh, you really need to work on your memory. I like to do sudoku puzzles. Have you heard of those, Angela?", "#Um, yes. Those are the box number things, right? May I get your number, sir.", "Yes, I have it memorized. It's four-three-five, seven-two-five, six-two-two-five.", "Looks like you did update it, sir. It matches what we have here in the system.", "Oh, well! I guess I dodged that bullet, right? .", "Seems to be the case!", "Well thank you for all your help, Angela.", "Thank you for calling Rivertown Insurance. Please don't hesitate to call if you have any future questions.", "And thank you, Angela. Remember what I said about remembering names, and get yourself a suduko.", "Oh, yeah. Thank you sir.", "And I'll be getting my next bill by mail?", "That's right, sir.", "Okay, then. Guess we're all set. You have a good one.", "You too! Goodbye.", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Priya. How may I help you?", "Yes, hello. My name is Christen McDaniel. I have an auto insurance policy and I I needed to check up on a claim?", "Yes, of course. I would be happy to help! For verification, may I get your full name, birthdate and policy number please?", "Thank you. #Um, my name is, like I said, Christen McDaniel, birthdate's October one nine th nineteen eighty four. And I've got my-I've got my policy number right here. If you could just hold on a sec. I just need to-to grab it from the. Yeah, I've got it here.", "Great! What's the number?", "Is it the ten digit number? I have a ten digit number written down here from when I talked to the guy before.", "I believe that would be your claim number. The policy number should be an eight digit number.", "Well, I don't see eight digits anywhere.", "Uh-huh.", "I'm looking, yeah. I don't see it. Can we just use the claim number?", "We can verify your account a different way. Could you provide me with your social security number and phone number?", "Yeah, that works. #Um, the social is five five five nine--.", "Uh-huh.", "five five five-.", "Yes.", "five five five five.", "Thank you for the information! And the phone number?", "Yeah, I think I gave you my cell? It's four three five, five five five, five five five nine.", "I'm sorry, but that is not the number we have on file for you.", "Oh, yeah, I think, I think you still have my old number . Yeah, sorry about that. Okay. Let me think. What was my, what was my old number?", "We could also update your phone number in the account.", "Yeah, let's do that. Can't believe I didn't do it before. I'm so dumb, sorry.", "No, not at all! It's easy to forget to update your info, especially when you get a new phone.", "Yeah? I just-it's just been a rough day, I'm sorry.", "No, no, you're good! I'm really sorry you've had a bad day. Is there anything I can do?", "Oh, my heck, I can't believe I'm crying. I'm so sorry. Okay. Okay. Let's forget that. I can't remember my old number, it's like, it's like something like four three five, eight eight eight, nine two two two? No, no. nine two two three?", "No, you had it right the first time. Good job!", "Thanks.", "Okay, and I just need you to verify your security question. What was the name of your first pet?", "Garbanzo. He was a little hamster. I'm allergic to cats and dogs, so I really remember my hamster. He was such a good friend .", "Oh! Cute name. Okay so you have the claim number handy there?", "Yeah, I have the number. Are you ready?", "Yes, go right ahead.", "Okay. three-four-three-six-seven-eight-three-three-seven.", "Is there any other numbers? That was only nine digits.", "Oh! #Um, what did you hear?", "Three-four-three-six-seven-.", "Oh! it's six-six-seven. Two sixes. Sorry, I must have-have read over that.", "Okay, so I have it as three-four-three-six-six-seven-eight-three-three-seven. Is that right?", "Yeah, that's right. We did it! .", "Okay, miss McDaniel. We show you logged the claim last Friday, June three rd.", "Yeah, that's right. Friday afternoon. They said it would be twenty-four hours and someone would contact me, but I haven't heard a thing.", "I'm sorry, but that's twenty-four business hours. And since the claim was logged on a Friday, it wouldn't be until this afternoon that you would be contacted.", "You're kidding? It hasn't even been looked over it?", "I'm sorry, but someone should be contacting you this afternoon.", "Well, this is kind of an emergency. Could you give me a number to contact an agent directly?", "I'm sorry to hear it's urgent! I see here that you have roof damage?", "#Uh, yes. We had a storm blow through here on Friday afternoon-.", "Uh-huh.", "And we were all just watching, you know, Netflix, and we heard this big BOOM. And I thought a tree went down or something.", "Mhm.", "But when I looked outside, there was nothing. Anyhow, a little bit later there's this knock on the door and my neighbor across the street-.", "Uh-huh.", "She's just standing there with this black stuff in her hands and she says to me, I think you're losing your roof. She was literally holding our roof! Well, like peices of it!", "Yes, it says here on the claim that high winds caused the damage.", "Can you believe it! Our house was only built two years ago, I mean, aren't roofs supposed to last like four zero years or something?", "I'm so sorry to hear about the damage! Someone from our agency will be contacting you this afternoon to begin processing the claim.", "So usually how long does it take to get it fixed?", "#Um, well after our agent contacts you this afternoon, it will take four eight for a representative to come out to your home to assess the damage.", "Oh, I already know the damage. My husband went up there and looked! It tore off like a five by five foot chunk off the roof.", "I'm very sorry to hear that. Anyhow, after the representative assessing the damage we will then finish processing the claim and will contact you when we know who will be fixing the damage.", "Do we get to, like, pick who fixes it?", "I believe you can have whoever fix it as long as they charge what the damage is assessed for. But our agency has a highly reputable line of roofers that work with us-.", "What if my husband fixes it? Can he claim the money for labor?", "I'm sorry, but no. It has to be licensed roofing company or it will not compensated.", "Well, when I called to do the claim thing they said we couldn't touch it at all.", "That's right.", "#Um, well the emergency is that there's rain in the forecast this evening and I'm afraid that it's going to leak and cause more damage to my house.", "Oh! Well, let me hurry and check with my supervisor on that one. Would you mind holding for a moment?", "Hey, thanks for checking.", "No problem. Be back in one moment. Thanks for holding.", "Yep.", "Okay, you are okay to put a tarp with tacks or something that will hold the tarp in place without penetrating the roof further.", "With tacks?", "I don't know, that's just what my supervisor said. You can do a temporary tarp that doesn't damage the roof in order to prevent further damage.", "#Uh okay.", "I'm making a note here so your agent sees that you'll be covering the site due to an upcoming storm.", "Well, I mean it says it's probably going to-to rain, but I don't know, like, one hundred percent or anything.", "I understand. Good to be cautious.", "Yeah, that's what we were thinking. This is already so stressful knowing it's there and having to wait the whole weekendah.", "Yes, I'm sorry about the wait. An agent should be reaching out to you-.", "Oh, hey, could you hold on just a sec?", "#Uh, sure.", "Yeah, thanks.", "No problem.", "Are you there? Hello?", "Hi, missus McDaniel, I'm still here.", "Oh, hey! It was the agent! I wanted to let you know they just called and they said they'd try to get someone out here really soon to look at the roof and to get things going.", "That's great news! I'm happy to hear you were contacted.", "Me too! Okay.", "Is there anything else I can help you with today?", "no. I think, I think that's everything. Thanks again for putting up with me. Sorry for all the drama.", "Oh, no! Not at all! It was a pleasure, and I'm happy to hear the claim will be expedited.", "Yeah, cross your fingers, right?", "Yes, I'm hoping the rain stays away for your sake.", "Well, thanks again.", "Thank you for calling Rivertown Insurance. Have a great day!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_742_000", "insurance_742_001", "insurance_742_002", "insurance_742_003", "insurance_742_004", "insurance_742_005", "insurance_742_006", "insurance_742_007", "insurance_742_008", "insurance_742_009", "insurance_742_010", "insurance_742_011", "insurance_742_012", "insurance_742_013", "insurance_742_014", "insurance_742_015", "insurance_742_016", "insurance_742_017", "insurance_742_018", "insurance_742_019", "insurance_742_020", "insurance_742_021", "insurance_742_022", "insurance_742_023", "insurance_742_024", "insurance_742_025", "insurance_742_026", "insurance_742_027", "insurance_742_028", "insurance_742_029", "insurance_742_030", "insurance_742_031", "insurance_742_032", "insurance_742_033", "insurance_742_034", "insurance_742_035", "insurance_742_036", "insurance_742_037", "insurance_742_038", "insurance_742_039", "insurance_742_040", "insurance_742_041", "insurance_742_042", "insurance_742_043", "insurance_742_044", "insurance_742_045", "insurance_742_046", "insurance_742_047", "insurance_742_048", "insurance_742_049", "insurance_742_050", "insurance_742_051", "insurance_742_052", "insurance_742_053", "insurance_742_054", "insurance_742_055", "insurance_742_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 Christen speaking. How may I help you today?", "Hello? Hello?", "Hello, this is Christen speaking. How may I help you?", "Hello? I-I can't hear you. Let me walk. Let me walk outta this room and...can you hear me now?", "I can hear you just fine. Can you hear me?", "Yeah, I can hear you now. Sorry about that. Is this the insurance place?", "Yes, this is Rivertown Insurance customer care. My name is Christen. How can I help you today?", "Oh. Okay. So I saw your commercial and it said you could beat the competition and I want some of that .", "I would be happy to help you obtain a quote for any of your insurance needs. Are you looking for insurance for.", "My truck. I need to save on my truck. Those jerks at Progressive are charging me an arm and a leg.", "We offer several competitive automobile packages. May I get your name, sir?", "Why you need that? Can't you just tell me the numbers?", "In order to complete a comprehensive quote I'll need some basic information, especially if our call disconnects.", "Hey, I just want some numbers, okay? I don't want to be giving anyone my information, okay? Just want a ballpark.", "The information I can offer you will be limited, but I'll do my best. What automobile are you currently driving?", "I've got a two zero zero zero Chevy Silverado. Only been in one accident.", "Okay, sir, I can tell you that our packages begin at Basic Coverage at one thousand to Complete Coverage at two thousand.", "A month?! You wanna make me pay one thousand a month! That is ridiculous-.", "A year, sir. This coverage is for the year.", "Oh! A year, huh? Well. Wait a minute.", "Sir?", "Get out now! You get out!", "Sir?", "Hey Caroline, I'm back. Had to put out the dogs. Okay. Let's do that basic one.", "I'll be happy to assist you in setting up your new account. Uh, my name is Christen. What's your name, sir?", "Oh Christen, sorry about that Caroline .", "No problem. Uh, so what is your name sir, and we'll get your new account set up.", "William Teller. Like, uh, I'm gonna tell you something.", "So just to clarify, is that W I L L I A M--.", "Yep.", "and the last name T E L L E R.", "That's right. Gotta let the dogs in again.", "That's fine, mister Teller. Let me know when you're ready to proceed.", "Roger!! Get in here! Get in here! Thatta boy. Go get your ball. Go get it! Okay, Caroline?", "#Um, are you back, mister Teller?", "You got dogs, Caroline?", "No, I but I have a cat, mister Teller.", "Oh. The thing about cats is they don't love you like a dog, am I right?", "#Um, are you ready to continue setting up the account, mister William?", "Are we done?", "Just a few more questions, mister Teller. What is the best phone number for contact about your account?", "#Uh that would be the eight zero one -four four four -four five four four number that I'm using. That's a cell phone. Get down, Rog. Down, Boy.", "And, uh, for future verification purposes, could you provide your mother's maiden name.", "You want my Mama's maiden name? I don't understand, she's not gonna be on this truck's driving plan. She's too old to drive.", "I understand mister Teller, this is just to provide us with an answer to a security question in case you call in to access your account.", "Oh, well then. Okay. Williamiss Her maiden name was Williamiss That's how I got my first name.", "How nice! Okay, we are almost finished setting up the account. Now I would like to go over different coverage plans and their prices.", "I just want that basic one you said. Thousand bucks.", "I understand, mister Teller, but I just want you to understand that the minumum coverage for Utah only guarantees twenty five thousand bodily liability per person-.", "Hey, hey, I don't care about all that. I just want to have a card that says my truck can go on the road. If I could get away with no insurance I would but the government MAKES me get insurance. I don't get the freedom to choose NOT to and let me tell you, if I had my way-.", "I understand, mister Teller. Legally I need to inform you of the coverage before starting your insurance plan.", "I don't got the time. You know, let's just forget it.", "Please, mister Teller, we have your account almost finished. I only need a credit card number and the minumum payment of three hundred and fifty dollars and we can proceed to change your insurance. Think of all the money you'll be saving!", "You want my credit card number now? What is this? My old insurance just sent me a bill. I ain't tell you no number. You know, just forget it.", "I'm sorry, mister Teller. We could arrange to have a bill sent to your home. I only advise auto-pay as it will save you an additional twenty five dollars.", "...", "Hello? mister Teller?" ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_743_000", "insurance_743_001", "insurance_743_002", "insurance_743_003", "insurance_743_004", "insurance_743_005", "insurance_743_006", "insurance_743_007", "insurance_743_008", "insurance_743_009", "insurance_743_010", "insurance_743_011", "insurance_743_012", "insurance_743_013", "insurance_743_014", "insurance_743_015", "insurance_743_016", "insurance_743_017", "insurance_743_018", "insurance_743_019", "insurance_743_020", "insurance_743_021", "insurance_743_022", "insurance_743_023", "insurance_743_024", "insurance_743_025", "insurance_743_026", "insurance_743_027", "insurance_743_028", "insurance_743_029", "insurance_743_030", "insurance_743_031", "insurance_743_032", "insurance_743_033", "insurance_743_034", "insurance_743_035", "insurance_743_036", "insurance_743_037", "insurance_743_038", "insurance_743_039", "insurance_743_040", "insurance_743_041", "insurance_743_042", "insurance_743_043", "insurance_743_044", "insurance_743_045", "insurance_743_046", "insurance_743_047", "insurance_743_048", "insurance_743_049", "insurance_743_050", "insurance_743_051", "insurance_743_052", "insurance_743_053", "insurance_743_054", "insurance_743_055", "insurance_743_056", "insurance_743_057", "insurance_743_058", "insurance_743_059", "insurance_743_060", "insurance_743_061", "insurance_743_062", "insurance_743_063", "insurance_743_064", "insurance_743_065", "insurance_743_066", "insurance_743_067", "insurance_743_068", "insurance_743_069", "insurance_743_070", "insurance_743_071", "insurance_743_072", "insurance_743_073", "insurance_743_074", "insurance_743_075", "insurance_743_076", "insurance_743_077", "insurance_743_078", "insurance_743_079", "insurance_743_080", "insurance_743_081", "insurance_743_082", "insurance_743_083", "insurance_743_084", "insurance_743_085", "insurance_743_086", "insurance_743_087", "insurance_743_088", "insurance_743_089", "insurance_743_090", "insurance_743_091", "insurance_743_092", "insurance_743_093", "insurance_743_094", "insurance_743_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, thanks for calling Rivertown Insurance. This is Sage, how may I assist you today?", "#Um, yeah. Hi. I was looking to start up auto-pay?", "Yes, I can help you with that. May I have your full name and birthdate please?", "Charlie Reynolds. April first, nineteen seventy five.", "One moment please while I bring up your information.", "Thanks.", "Okay, mister Reynolds. For verification, can I have you verify your policy number please?", "My policy number? Where do I-where do I find that?", "#Um, do you have your paper statement there with you?", "Yeah, I have it here.", "So your policy number should be one the upper right side-.", "Oh, I see it. Nevermind, I see it. It's one-two-three-four-eight-eight-six-eight.", "One -two-three-three-eight-eight-six-eight?", "No, no, you've got it wrong.", "Oh, I'm sorry, let's try that again.", "one-two-three-FOUR-eight-eight-six eight.", "Okay, gotcha. One-two-three-four-eight-eight-six-eight. Sorry about that, I have your account all pulled up here mister Reynolds.", "Great.", "First of all, thank you for being a Diamond League member with Rivertown Insurance, by taking advantage of both our home and auto coverage you are saving over one hundred and fifty dollars a year!", "Great.", "Okay, so you wanted to set up auto-pay?", "Yes. #Uh, what are my options as far as paying?", "Well, right now it looks like you are on a twice a year payment of five hundred and ten dollars.", "Yeah, that sounds about right. Can we just stick to that or will I have to-have to do monthly payments?", "Yes, we can certainly keep you on your current billing cycle and just include auto-pay.", "Okay, let's do that.", "Six zero one Daffodil Court. West Valley, Utah. Eight four one one eight.", "Yes, that looks like the address we have on file for you. Will that be the best billing address as well?", "Yes.", "Okay, so now we just need either a preferred credit card or banking account number in order to finish up bill pay.", "So you need the actual number?", "#Uh, yes. We'll need the number to set up the payments.", "I don't mean to be rude, but I don't know how comfortable I am just giving out credit card and bank number.", "#Um, I understand your concern. But I assure you that this is a secured line and that your informatino will not be messed with in any way except to set up the payment.", "I'm a little paranoid, I know. But I had some problems with identiy theft a few years ago.", "Oh! I'm sorry to hear that, mister Reynolds. We can have you put in your own number by using the online tool.", "I don't know how I feel about just putting in my information online. Is there any way I can meet with someone in person?", "In person to set up an online payment? I never had someone ask that before.", "Huh.", "Would you mind, holding for a moment while I ask my supervisor?", "I can hold.", "Okay, are you there, mister Reynolds?", "I'm still here.", "It looks like we can connect you to an agent who can complete the information for you.", "Okay.", "#Um, we just need to choose from nearby agents who can-.", "I want one close to my work. I'm more likely to have time during a break, you know?", "Yes, I understand that. We can look for agents near your work's location. Let me just-just navigate to the agent search engine. Okay, sorry about the delay. Information's your friend until it doesn't work, right? .", "Yeah, I get that.", "Okay, I'm ready. What's your work's address?", "Twenty-one Mango Street. It's in Salt Lake City, Utah.", "Zip Code?", "#Um, let me see. Sorry, I don't write my work's address often. I let me look it up real quick here.", "No problem, I can wait.", "It won't take long. I'm just-I'm just looking on the phone and here it is. Eight-four-seven-two-zero.", "Thank you! It looks like it pulls up the city Sandy, and not Salt Lake. Does that sound right?", "Oh yeah. They changed the boundaries awhile back. I just, am used to the old way, I guess. Been there for twenty-five years.", "Oh wow!", "Yeah.", "Okay, well, great. And it looks like we have an office just five miles away over on Winchester Avenue.", "That sounds perfect. Who will I be contacting?", "It looks like either Jennifer Barnaby or Derick Rodriguez will be contacting you within twenty-four hours.", "Is there anyway I can request a call time?", "I I-.", "You don't know? Do you need to ask someone?", "Yeah , I apologize. I'm kind of new and am still learning the ropes. Let me hurry and-.", "No problem.", "Okay, so it looks like Jennifer or Derick will contact you within twenty-four hourse, and we can't really send a message for a preferred time?", "Well, I'm very busy tomorrow.", "I think-I think if you miss the call you can just, call back at your convenience and let them know when communicating would work best for you.", "Uh-huh. And these aren't bots, right? They're real people? I'm not going to be pushing buttons to confirm anything?", "Oh, no sir! We have real licensed agents who will be contacting you and meeting with you as you requested.", "And these people have had background checks?", "Well, yeah, they're licensed and trusted and-.", "I guess I'll just have to ask them myself.", "Oh.", "Can you tell me when my next payment is due at least?", "Yes, just one moment while I look here. It looks like-like you're next billing cycle renews on the twenty fifth.", "Of this month?", "Yes, on July twenty fifth.", "Oh, wow. That's soon. It feels like I just barely paid the last statement-.", "It says here sir-.", "Yes?", "That you last paid January second. You're current on your payments.", "Yes, I know that. Wow. January? That just, doesn't seem right.", "#Um, according to our records, that was when the last payment was sent. It looks like it was a check number two zero five?", "Yes, that sounds right. Maybe I'm thinking of a different payment or something. Anyhow, okay. I think that's all I need. Thanks.", "No problem, mister Reynolds. Thank you for calling. Just to confirm, you will be receiving a call from one of our agents within the next twenty-four hours.", "On my home or cell phone?", "#Uh, it has here, #Um, could you actually confirm your number?", "Sure. It's four-three-five, eight eight eight-six eight-nine-two. That's my cell and the phone I'd like to receive the call from.", "Yes, that is the number we have on file.", "Good.", "#Um, thank you again for calling.", "Okay, good-bye then.", "Thank you, good bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_744_000", "insurance_744_001", "insurance_744_002", "insurance_744_003", "insurance_744_004", "insurance_744_005", "insurance_744_006", "insurance_744_007", "insurance_744_008", "insurance_744_009", "insurance_744_010", "insurance_744_011", "insurance_744_012", "insurance_744_013", "insurance_744_014", "insurance_744_015", "insurance_744_016", "insurance_744_017", "insurance_744_018", "insurance_744_019", "insurance_744_020", "insurance_744_021", "insurance_744_022", "insurance_744_023", "insurance_744_024", "insurance_744_025", "insurance_744_026", "insurance_744_027", "insurance_744_028", "insurance_744_029", "insurance_744_030", "insurance_744_031", "insurance_744_032", "insurance_744_033", "insurance_744_034", "insurance_744_035", "insurance_744_036", "insurance_744_037", "insurance_744_038", "insurance_744_039", "insurance_744_040", "insurance_744_041", "insurance_744_042", "insurance_744_043", "insurance_744_044", "insurance_744_045", "insurance_744_046", "insurance_744_047", "insurance_744_048", "insurance_744_049", "insurance_744_050", "insurance_744_051", "insurance_744_052", "insurance_744_053", "insurance_744_054", "insurance_744_055", "insurance_744_056", "insurance_744_057", "insurance_744_058", "insurance_744_059", "insurance_744_060", "insurance_744_061", "insurance_744_062", "insurance_744_063", "insurance_744_064", "insurance_744_065", "insurance_744_066", "insurance_744_067", "insurance_744_068", "insurance_744_069", "insurance_744_070", "insurance_744_071", "insurance_744_072", "insurance_744_073", "insurance_744_074", "insurance_744_075", "insurance_744_076", "insurance_744_077", "insurance_744_078", "insurance_744_079", "insurance_744_080", "insurance_744_081", "insurance_744_082", "insurance_744_083", "insurance_744_084", "insurance_744_085", "insurance_744_086", "insurance_744_087", "insurance_744_088", "insurance_744_089", "insurance_744_090", "insurance_744_091", "insurance_744_092", "insurance_744_093", "insurance_744_094", "insurance_744_095", "insurance_744_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello, Rivertown Insurance, Michael speaking.", "#Uh, hello? Is this Rivertown Insurance?", "Yes, ma'am. This is Michael. How may I help you today.", "Oh, sorry. I guess I didn't hear you. I think we have a bad connection.", "I can hear you just fine.", "Oh, good. Okay. Maybe it's just me then. Sorry about that.", "No worries. How can I help you today?", "Well, I have a policy with y'all, but I'm going through a divorce-.", "Uh-huh.", "And I'm going to have to change a couple of things so, uh, my ex doesn't get to be on my stuff anymore.", "#Um, well, I'm sorry to hear about, the divorce, but I-I would be happy to help you update your information.", "Oh, thanks! I think it's going to be a problem because most of the stuff's in his name.", "#Uh, yes. That's going to-to be an issue if he is the primary name on the account.", "Oh, yeah. He is. But only because he has to be the center of everything.", "Yeah, we will-we will need him to call and verify the changes if-.", "Well, can I check if I'm on anything?", "Oh yeah, we can do that. Of course. #Uh, can I get your full name, birthdate and policy number?", "Well, I can give you some of that. My name is Christen Julia Goodwin.", "Okay, great. And the birthdate?", "December ninth, nineteen eighty-four.", "Thanks for that. And, policy number?", "I don't have that. Like, I know we had some policies with Rivertown, but it was so long ago, and I'm not, very organized. So I really don't remember if I'm on like the house or the car or what.", "Okay. We can look it up by social security number if that works?", "I guess. I guess that's the only way to find it?", "Yes, without verification of the policy number we can only search-.", "Yeah, I get it. Okay, the number is five-two-five-.", "Yeah-.", "five-five-.", "Uh-huh.", "four four two three.", "Great. Okay, great. Hey! Looks like it is pulling you up as the policy holder of a two zero one five Mitsubishi?", "Oh, thank god! Yes! Okay. Yeah, that's me totally. Can we kick him off? .", "Uh, yeah. We actually can take his name off since you're the main policy holder.", "Oh, I am so relieved! Yes, take him off!", "Um, first I need you to verify the phone number on the account?", "Oh, yeah. It's eight-zero-one-five-five-five-four-four-two-four.", "Okay, thanks for verifying. And just to be sure, you are deleting Melvin Goodwin from the auto insurance coverage?", "Oh, yeah.", "Okay! He is gone.", "Yes! .", "#Uh, and you said-you said earlier you wanted to change the security question?", "Yeah, yeah. Just to be careful.", "Okay, for verification purposes-.", "Yeah, I can verify the answer. What is the question?", "What is the name of your first pet?", "Oh, crap. What? What the heck? Why would I even pick that. Can you give me a hint?", "#Uh, no, I'm afraid I can't give you any-.", "Oh! It's gotta be Bat! Yeah, it's gotta be my batty-boy.", "Actually it's not-.", "Oh, no. I wonder, yeah. Was I literal? I mean my first pet was a goldfish named Fishy, but would I do that? Maybe?", "Yes, the answer is Fishy.", "Oh wow. Can't believe I remembered. Extra points for me.", "Okay. Yeah. So, what would you like your new security question to be?", "What are my options?", "#Um, Mother's maiden name-.", "That's way too common and my ex would know it anyways. I need something he wouldn't know.", "Yeah, I can see-I can see that being a problem. Okay. Let me look here.", "Is there a way I can choose a question online? I'm kind of in a hurry.", "Oh, I'm sorry. #Uh, you can pick a new question online but we are literally just seconds from setting up-.", "Hey-hey, it's just that he just walked in and I'm afraid he'll hear me.", "Oh, yeah. Okay. #Um, do you have an online account set up already?", "No, Gloria, I don't know what time I'll be over for dinner.", "Excuse me?", "Hey, hey. I was just faking cause he walked in. Okay. He's in the bathroom. No, I don't have an online account. How do I do that?", "I will send a link to your preferred email and it will walk you through how-how it all works.", "Okay, yeah. That would be great.", "#Uh, it should be nevermind. Let's just do the question now. Quick.", "Oh! Okay. Um, let me go back to the question screen-.", "Sorry to be such a hassle-.", "Oh no! No problem at all. Okay, here we are.", "Great. Do you see one that's not like obvious?", "Favorite movie?", "Oh, yeah, he doesn't even care about anything I like. That will be perfect.", "#Oh, I'm sorry to hear that, but okay. I'm glad we found one that would work.", "Sorry! Bet you don't get a lot of these type calls, right?", "Oh, you know, we get lots of different situations.", "Oh, yeah. I bet. Okay. The answer is Say Anything. You know, that Cusack movie from the eighties? Oh my gosh, I just love it.", "Okay, yeah. I think my mom likes that one too.", "Mom? Oh my gosh, you're a baby!", "Well, no. I just-just haven't seen it. I mean I-.", "Well go watch it, it's just-it's just...well, they don't make movies like that anymore.", "Yeah. Well, I'll have to see if it's on Netflix or something.", "Oh yeah. You won't be disappointed.", "Okay, glad to get that all set for you. Is there anything else I can help you with?", "Yeah, I still want to do that online thing.", "Oh, yeah. I can help you with that. Will you please confirm your email?", "It's Christengoodwin at xyz dot com.", "Great, that's what we have on file for you. You will receive a confirmation email within the next twenty-four hours. The email will walk you through the online enrollment. Please keep in mind the link will expire in seventy two hours if not accessed.", "Oh, okay. I better keep an eye out.", "Great. Is there anything else I can help you with today?", "Oh, no, babe. You've been a peach. Sorry to call you Gloria earlier .", "Oh, yeah. I understand. #Um, Thanks for calling Rivertown Insurance.", "What's that?", "Oh, I was just saying thanks for calling.", "Oh. Okay. Yeah, thanks for your help today.", "Have a great rest of your day.", "Okay, yeah. You too." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_745_000", "insurance_745_001", "insurance_745_002", "insurance_745_003", "insurance_745_004", "insurance_745_005", "insurance_745_006", "insurance_745_007", "insurance_745_008", "insurance_745_009", "insurance_745_010", "insurance_745_011", "insurance_745_012", "insurance_745_013", "insurance_745_014", "insurance_745_015", "insurance_745_016", "insurance_745_017", "insurance_745_018", "insurance_745_019", "insurance_745_020", "insurance_745_021", "insurance_745_022", "insurance_745_023", "insurance_745_024", "insurance_745_025", "insurance_745_026", "insurance_745_027", "insurance_745_028", "insurance_745_029", "insurance_745_030", "insurance_745_031", "insurance_745_032", "insurance_745_033", "insurance_745_034", "insurance_745_035", "insurance_745_036", "insurance_745_037", "insurance_745_038", "insurance_745_039", "insurance_745_040", "insurance_745_041", "insurance_745_042", "insurance_745_043", "insurance_745_044", "insurance_745_045", "insurance_745_046", "insurance_745_047", "insurance_745_048", "insurance_745_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 Rivertown Insurance, this is Sheila how can I help you?", "Yeah, hi I need to report a car accident.", "You want to report an accident?", "Yeah, some crazy guy came speeding down a hill, and smashed into me!", "I am sorry to hear that.", "Yeah I am very upset about it.", "I am going to need some information. What is your name please?", "Uh yeah I can hardly think. This never happened to me before.", "I understand. And your name is?", "Oh yeah, I am Sandy Hillson.", "Sandy, what is your policy number?", "I don't know what is wrong with people. If they are going to talk on the phone, they should not be driving!", "Yes, I agree with you completely. Sandy do you have you policy number?", "You know I was just going to do my laundry that's all. The sun was shining. It's not like it was raininng or anything.", "It is very upsetting to have an accident.", "It is especially when you are a very careful driver!", "Do you have your policy number?", "yeah it's five five seven one two six three two.", "Did you say five five seven one two six three two?", "Uh yeah that's right.", "And your date of birth?", "I am two eight. My birthday is May tenth, nineteen ninety three.", "And the date and time of the accident?", "May first, twenty twenty one. I am in terrible pain all over my body! Yeah the time. It was around noon.", "I am sorry that you are in pain. Can you tell me what happened in the accident?", "Yeah I was going to do my laundry like I said, and I had stopped to make a left turn. My car was not even moving!", "And you were hit?", "Yeah, I was stopped at the entrance to the strip mall at Falcon and twenty fifth, and another car came down a hill, cr.", "Oh I am so sorry. What town did this happen in?", "Rosewood.", "And what state did this happen in?", "Ohio. USA.", "What kind of car were you driving?", "A two zero one six Ford Focus.", "And the other driver?", "Uh he was driving a big SUV, I am not sure what make it was.", "Okay, and I will need your drivers license number.", "My license number is two five eight seven one three two two. That was two five eight seven one three two right?", "That was two five eight seven one three two right?", "Yes.", "Would you like to file a claim?", "Yes, I do, but can I do it later online? I am in so much pain. I need to go and lie down.", "Yes you can do it on our website. Rivertown dot com.", "Okay, I would rather do that, when I am feeling better.", "I have entered all the information into the computer, and it will be reviewed by our accident team.", "Okay good.", "Before we hang up, is there anything else I can do for you?", "No, that is it for now.", "Thank you for calling Rivertown. Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_746_000", "insurance_746_001", "insurance_746_002", "insurance_746_003", "insurance_746_004", "insurance_746_005", "insurance_746_006", "insurance_746_007", "insurance_746_008", "insurance_746_009", "insurance_746_010", "insurance_746_011", "insurance_746_012", "insurance_746_013", "insurance_746_014", "insurance_746_015", "insurance_746_016", "insurance_746_017", "insurance_746_018", "insurance_746_019", "insurance_746_020", "insurance_746_021", "insurance_746_022", "insurance_746_023", "insurance_746_024", "insurance_746_025", "insurance_746_026", "insurance_746_027", "insurance_746_028", "insurance_746_029", "insurance_746_030", "insurance_746_031", "insurance_746_032", "insurance_746_033", "insurance_746_034", "insurance_746_035", "insurance_746_036", "insurance_746_037", "insurance_746_038", "insurance_746_039", "insurance_746_040", "insurance_746_041", "insurance_746_042", "insurance_746_043", "insurance_746_044", "insurance_746_045", "insurance_746_046", "insurance_746_047", "insurance_746_048", "insurance_746_049", "insurance_746_050", "insurance_746_051", "insurance_746_052", "insurance_746_053", "insurance_746_054", "insurance_746_055", "insurance_746_056", "insurance_746_057", "insurance_746_058", "insurance_746_059", "insurance_746_060", "insurance_746_061", "insurance_746_062", "insurance_746_063", "insurance_746_064", "insurance_746_065", "insurance_746_066", "insurance_746_067", "insurance_746_068", "insurance_746_069", "insurance_746_070", "insurance_746_071", "insurance_746_072", "insurance_746_073", "insurance_746_074", "insurance_746_075", "insurance_746_076", "insurance_746_077", "insurance_746_078", "insurance_746_079", "insurance_746_080", "insurance_746_081", "insurance_746_082", "insurance_746_083", "insurance_746_084", "insurance_746_085", "insurance_746_086", "insurance_746_087", "insurance_746_088", "insurance_746_089", "insurance_746_090", "insurance_746_091", "insurance_746_092", "insurance_746_093", "insurance_746_094", "insurance_746_095", "insurance_746_096", "insurance_746_097", "insurance_746_098" ], "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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi there. #Uh, is this Rivertown Insurance?", "Yes, thanks for calling Rivertown Insurance. This is Curtis.", "Hello, Curtis. I'm calling about maybe getting some-some information for a Condo?", "Are you thinking of a Condo insurance policy?", "#Uh, yes. I know-I know that my Condo's Master Insurance that is included in the HOA covers some thing?", "Uh-huh.", "But, I was talking to a gal, and she says there's quite a few things it doesn't cover? Especially if I make improvements on the condo in the future?", "Yeah, that's right. Just to be clear, you're purchasing this condo, right? Not a renter?", "Yes, that's right.", "Okay, so yeah, condo insurance is more like home insurance. You'll see that most Master Insurance plans that come with the HOA cover just typical outside stuff, like if there's roof damage, or if there's damage to the building itself-.", "Yes. I've got the information here, and it doesn't look like it protects against water damage from, flooding or earthquakes?", "Oh, yeah. Most policies don't cover that-you usually have to go extra. Like we offer Condo Basic and Condo Preferred policies? The Preferred policy would help protect against all that water stuff.", "Good to know! I'm on the top floor, so I'm not too worried about flooding. And we haven't had an earthquake here in like, what? Like twenty years?", "Yes, no major earthquakes for sure. I mean, you never can tell. But I hear where you're coming from.", "So, I think, maybe if you could tell me more about the small one?", "Condo basic?", "Yes, please. Condo basic.", "With your condo basic, you'll get coverage for like, damage or theft of your inside stuff, and like, if anyone gets hurt on your property? Weird, but true. I've had so many calls about balconies you wouldn't believe it.", "Oh! Interesting!", "Yeah. So, I mean you need insurance in order to even have the condo, right?", "Yes, it's mandatory.", "So, I think Condo Basic would be a good fit for you. And if you ever want to upgrade to Condo Preferred it's only like, a hundred dollars difference.", "Seriously?", "Oh, yeah. Most policies don't cover that-you usually have to go extra. Like we offer Condo Basic and Condo Preferred policies? The Preferred policy would help protect against all that water stuff.", "#Um, so, what is the cost of the Condo Basic and Condo Preferred?", "Oh, sorry. Getting a little ahead of myself. So our Condo Basic is the low price of five hundred for an entire year, while Condo Preferred is six hundred a year.", "Wow! I thought it would be a lot more.", "Yeah, it's pretty affordable. I think people would be consider condos more if they knew the HOA is kind of balanced by how affordable insurance is.", "It really is a pleasant surprise!", "Well, how about we set up an account for you and get you enrolled?", "#Uh, I'm not quite set yet? I don't know my closing date exactly.", "Well, what I can do for you, I'm sorry-I didn't catch your name?", "Karen. Karen Oldsworld.", "What we can do for you Karen, is get you in our system and then when you're ready to add a-a date of beginning the policy, we're just a quick call away.", "Well, maybe. Maybe it would be one less thing to worry about.", "Yeah, one less thing to worry about. Definitely.", "#Um...okay. Let's do it.", "Great! So I'm just going to go ahead and create an account for you. So, your name is Karen Oldswold?", "That's Oldsworld. O-l-d-s-w-o-l-d.", "Thank you for that. And your birthdate?", "March twenty-fifth, nineteen eighty one.", "And best phone number?", "That would be, eight-zero-one, nine-six-six, one-eight-six-two.", "Great! And now, what will your mailing address be? Do you know?", "I actually don't have that info with me right now?", "No, I totally understand. I'm just going to put N.A. in here for now, just so we don't get a prompt that the field is empty, and be sure to update that when you call back in.", "Oh, great. Thanks.", "You can also make changes on our website?", "Oh, that's convenient.", "Yeah. Can I get the best email for you?", "#Um, sure. My email is k-o-l-d-s-w-o-l-d at one two three dot com.", "Great. Got it. Okay. And would you prefer text or email alerts for your account?", "I would prefer text, if that's okay.", "Surely. Yeah, I'll note that.", "Great. Thanks.", "So, just for security purposes, we're going to need your social security number and we'll set up a security question for you as well. Are you in a good place where you can provide me with that info?", "Yeah, I'm just here at home.", "Great. Always want to make sure the customers aren't like, in public, or something, you know? .", "Well, I appreciate that. So you want the social first?", "Yes, please.", "It's five-six-six-.", "Uh-huh.", "two-two, five-five-five-two.", "Great! I've updated and created an account for you, Karen. The computer's gonna make you a policy number now. You'll need this number when you call in to start your policy. It saves a lot of time.", "Okay. Would you mind holding just a sec while I grab a pencil?", "Oh, yeah. Sure. Go right ahead.", "Thanks.", "No problem.", "Okay, I'm back and ready! What's the number.", "Whoa! You were too quick the computer's being slow today. Still processing.", "Technology is the best unless it doesn't work, right?", "That's for sure. I don't know what it is, but everything is so slow today!", "End of the week-I'm feeling it too.", "Yeah that's gotta be it. Computer needs a weekend .", ".", "Okay, here we go. Ready?", "You bet!", "It's seven-seven-seven-two-.", "Mhm.", "six-four-six-seven.", "Okay. So, just to be sure, it's seven-seven-seven-two, six-four-six seven?", "Yep, that's it.", "Wonderful!", "You'll also be receiving a confirmation email of that policy number along with a link to start up your online account access.", "Okay, I'll keep an eye out for that.", "Now, as soon as you know the address of the condo and the closing date-.", "Yeah, I should actually be getting a call from my agent here later in the day.", "Great. Yeah, I'd call as soon as you know and get that taken care of.", "Will do. Do you have a direct line that I should call?", "#Uh, we're all trained to provide excellent service? So just calling our main, customer service number should be fine. I'm making a note here that we chatted and what your plans are as far as the Condo Policy.", "Okay, sounds good.", "Well, congratulations on the Condo, and I hope that I addressed all your needs today?", "Absolutely! Thanks for talking me through all the particulars.", "Oh, yeah-no problem at all. It was a pleasure.", "Same here. Take care.", "You too-And thanks for calling Rivertown. Have a great rest of your week.", "You too. Bye for now.", "Bye.", "Mhm." ], "dialogue_acts": [ [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_747_000", "insurance_747_001", "insurance_747_002", "insurance_747_003", "insurance_747_004", "insurance_747_005", "insurance_747_006", "insurance_747_007", "insurance_747_008", "insurance_747_009", "insurance_747_010", "insurance_747_011", "insurance_747_012", "insurance_747_013", "insurance_747_014", "insurance_747_015", "insurance_747_016", "insurance_747_017", "insurance_747_018", "insurance_747_019", "insurance_747_020", "insurance_747_021", "insurance_747_022", "insurance_747_023", "insurance_747_024", "insurance_747_025", "insurance_747_026", "insurance_747_027", "insurance_747_028", "insurance_747_029", "insurance_747_030", "insurance_747_031", "insurance_747_032", "insurance_747_033", "insurance_747_034", "insurance_747_035", "insurance_747_036", "insurance_747_037", "insurance_747_038", "insurance_747_039", "insurance_747_040", "insurance_747_041", "insurance_747_042", "insurance_747_043", "insurance_747_044", "insurance_747_045", "insurance_747_046", "insurance_747_047", "insurance_747_048", "insurance_747_049", "insurance_747_050", "insurance_747_051", "insurance_747_052", "insurance_747_053", "insurance_747_054", "insurance_747_055", "insurance_747_056", "insurance_747_057", "insurance_747_058", "insurance_747_059", "insurance_747_060", "insurance_747_061", "insurance_747_062", "insurance_747_063", "insurance_747_064", "insurance_747_065", "insurance_747_066", "insurance_747_067", "insurance_747_068", "insurance_747_069", "insurance_747_070", "insurance_747_071", "insurance_747_072", "insurance_747_073", "insurance_747_074", "insurance_747_075", "insurance_747_076", "insurance_747_077", "insurance_747_078", "insurance_747_079", "insurance_747_080", "insurance_747_081", "insurance_747_082", "insurance_747_083", "insurance_747_084", "insurance_747_085", "insurance_747_086", "insurance_747_087", "insurance_747_088", "insurance_747_089", "insurance_747_090", "insurance_747_091", "insurance_747_092", "insurance_747_093", "insurance_747_094", "insurance_747_095", "insurance_747_096", "insurance_747_097", "insurance_747_098", "insurance_747_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": [ "Good morning, thanks for calling Rivertown Insurance. This is Savannah, how may I help today?", "Good morning! I just needed to add a person to my policy?", "I can assist with that. May I have your full name and date of birth, please?", "Yes, my name is Rae Fielder. My birthday is August tenth nineteen-seventeen nine.", "Thanks for verifying that, miss Fielder. Do you happen to have your policy number handy?", "#Uh, no, but I can find a statement real quick. Is that alright?", "Sure. We could also verify social security number and phone number if that's easier.", "I know I have the billing statement right here, I just need to look for just a second.", "Oh, okay. No problem. You may also want to consider online billing? Not so many papers to keep track of.", "Okay, I found the statement! #Um, I'm not interested in online billing right now. I'd rather have a hard copy for my insurance bill.", "Sure, no problem. Okay, what's you-what's your policy number.", "Let me see here. It looks like it's nine-eight-seven-six-.", "Uh-huh.", "Four-two-four-five.", "Okay, thanks for verifying your policy, miss Fielder. First of all, I want to thank you for being a loyal customer with us for the past five years. We really appreciate your business.", "Oh, yeah. Sure.", "I see you have both Home Complete and Preferred Auto policies with us?", "Yes, that's right. I just needed to add my daughter to the auto insurance as a driver.", "Well, did she just get her license?", "Yes we're all both excited and scared.", "Yeah, that's a big change for sure.", "No kidding. She's my first driver, so it's been a very different experience.", "I bet. I remember when I first started driving. Stay of the sidewalks, right? .", "Well, I wouldn't go that far. My daughter, Lily, is very responsible.", "I'm glad to hear that. You don't always get that with teens.", "Yes, we're very lucky. Straight A student too. Planning on finishing an associate's degree by the time she-she's done with high school.", "Oh, wow! That's awesome.", "Yeah, we'll keep her .", "So, as your daughter is sixteen and a first time driver.", "Uh-huh.", "This will increase your rates a bit.", "Well, I expected an increase. How much more will it cost?", "#Um, let's put her in the system and see. What's her full name?", "Lily Anne Fielder.", "Is that L-i-l-y and A-n-n?", "Yes, on Lily, but the Anne has an e on the end.", "Great, got it. And what's Anne's date of birth?", "September twenty-first, two thousand and five.", "Okay, great. And you mentioned she does well in school?", "Yes, she's an honor's student.", "Have her keep her report cards. Rivertown actually decreases the amount by fifteen dollars each six months for good student rewards.", "Oh, great! Every little bit helps, right?", "That's for sure. Okay-so right now you're paying fifteen hundred for our Preferred Auto coverage which provides both comprehensive and collision-.", "Yes, I'm aware of our coverage. Sorry, I'm just kind of in a hurry.", "I understand, ma'am. No problem.", "Great, so how much will it cost to add Lily?", "Being a beginning driver, it looks like, it will be an additional fifteen hundred to insure Lily on your current plan.", "What?", "This price is typical for all insurance agencies, we acutally provice one of the more generous coverage options for beginning drivers at a competitive price.", "I had no idea.", "Well, if it helps, we can change your billing so it's monthly instead of bi-annual? This way it gives you a smaller amount to pay each month instead of a lump cost of fifteen hundred every six months?", "Hold on-I just need to process for a moment.", "#Uh, yeah, no problem.", "So, so will it be. #Um, is there any way to -.", "Reduce the coverage?", "Yes! Reduce the coverage. Yes.", "Well, you are currently on our mid-tier policy which offers both-.", "Yes, I understand what it offers. Is there a simpler one?", "#Um, our Basic Auto is only five hundred a year? But it only offers collision? And it's a higher deductible.", "So, a five hundred dollar difference?", "Yes. Without the great benefits of our-.", "And would Lily's decrease by five hundred as well?", "Unfortunately, new drivers will cost that fifteen hundred no matter what coverage you're on.", "#Oh. It's just how it is, I guess?", "Exactly.", "Okay. Well. I guess, we have to do what we have to do.", "So, add your daughter to the current Preferred Auto policy?", "Yes. Please.", "Great! Let's just get a few more details.", "Okay.", "Just to confirm, the automobile we currently have on file for you is the two-thousand seventeen Nissan Pathfinder?", "Correct.", "And do you have a driver's license number?", "Yes, one minute. Lily! Lily! Bring me your license.", "If she isn't there-.", "She's here. Okay, yeah-she's getting it right now.", "Okay, that's great.", "Alright, the number is six-five-five-four-two-three-one-one.", "Six-five-five--four-two-three-one-one?", "Yes. That's it.", "Okay, great. Thanks for that information. It looks like your next payment will be due on August thirty first, but we can add Lily now by either, paying for the time until the new billing cycle starts, or-.", "Yes, let's just do that. And then the mailed bill will come at the regular time?", "That's right.", "Okay. So, what do you need for me to pay for now?", "I will need a credit card number or we could also do a single checking account withdrawal.", "Let's do credit card.", "And you're not interested in autopay at this time? It may help-.", "No thank you. Are you ready for the card number?", "Yes, Ma'am.", "Two-five-six-five. Eight-four-four-four. Nine-three-three-three. Seven-two-two-two. Expiration September twenty twenty-three.", "Great! And CVV code?", "Three four five.", "Okay, I will send a receipt to the email we have on file, and your updated insurance cards should arrive within the next three to five business days.", "Is is the raefielder at one two three dot com email address?", "That's correct, ma'am.", "Okay, well thanks for everything. Guess it's first diapers then insurance, right?", "That's right. Is there anything else I can do for you today?", "That's it. You have a good one.", "Thank you for calling Rivertown Insurance, have a wonderful rest of your day.", "Yep, you too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_748_000", "insurance_748_001", "insurance_748_002", "insurance_748_003", "insurance_748_004", "insurance_748_005", "insurance_748_006", "insurance_748_007", "insurance_748_008", "insurance_748_009", "insurance_748_010", "insurance_748_011", "insurance_748_012", "insurance_748_013", "insurance_748_014", "insurance_748_015", "insurance_748_016", "insurance_748_017", "insurance_748_018", "insurance_748_019", "insurance_748_020", "insurance_748_021", "insurance_748_022", "insurance_748_023", "insurance_748_024", "insurance_748_025", "insurance_748_026", "insurance_748_027", "insurance_748_028", "insurance_748_029", "insurance_748_030", "insurance_748_031", "insurance_748_032", "insurance_748_033", "insurance_748_034", "insurance_748_035", "insurance_748_036", "insurance_748_037", "insurance_748_038", "insurance_748_039", "insurance_748_040", "insurance_748_041", "insurance_748_042", "insurance_748_043", "insurance_748_044", "insurance_748_045", "insurance_748_046", "insurance_748_047", "insurance_748_048", "insurance_748_049", "insurance_748_050", "insurance_748_051", "insurance_748_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 there! My name is Bob and I will be happy to help you today.", "#Um hi Bob, do I have the right number?", "You have reached Rivertown Insurance.", "Oh Okay. Yes, I have the right number.", "Who do I have the pleasure of speaking with today?", "My name is John Smith.", "Hi John! What can I help you with today?", "Well, I needed to cancel one of my insurance plans.", "No problem, I can help you with that. Which plan are you interested in canceling?", "It is the the pet insurance plan.", "Sure John, I can do that for you. I will just need some information.", "#Uh Okay, sorry.", "No need to be sorry John, you are doing great.", "Well if you can't already tell, my cat passed away.", "I understand and I am sorry to hear that.", "Thank you so much, I really appreciate that.", "You are very welcome. Would you like to call back another time?", "#Um, no I'm fine. I just needed a second.", "No problem at all John. Now, can I have your full name?", "Sure, it is John Smith.", "Can I have the last four digits of your social security number?", "It is five seven two, wait, did you say plan number?", "I am looking for the last four digits of the social security number on the account.", "Can I give you the plan number first? I have it right in front of me.", "I have to go in order of the system please.", "Oh okay, it is just that my computer battery is dying so I don't want to lose it.", "Let me see if I can skip ahead in the system.", "Hold on, you know what?", "Yes, John?", "I can just write it down on my end. Can you hold a second?", "Yes sir, no worries. I will be right here.", "I'm back with a pen and writing it down.", "I'm happy to hear it all worked out John. Can we continue with the last four of your social security number?", "Yes, it is three, two, five, one.", "Three, two, five, one. Got it, thank you.", "Is it time for the plan number?", "Yes John, I will have the plan number now please.", "It's five seven two nine three.", "Five seven two nine three, got it! Thank you John.", "No problem.", "Now I see it was the pet insurance plan level two, is that correct?", "Yes, that is the one.", "Since you are canceling today, you will be receiving a refund of the prepaid part you did not use the remaining of this month.", "#Um Okay, a little good news.", "Yes John, that refund will be one hundred twenty eight dollars and nine cents.", "Thanks, when will that come back to me?", "A check will automatically go out in the mail today and should be received in five to seven days.", "Sounds good, thanks for all your help.", "Is there anything else I can help you with today?", "No, that will be all.", "Okay John, again sorry for your loss and thank you for choosing Rivertown Insurance.", "Thanks again Bob, Bye.", "You are welcome John. Have a good day. Good bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_749_000", "insurance_749_001", "insurance_749_002", "insurance_749_003", "insurance_749_004", "insurance_749_005", "insurance_749_006", "insurance_749_007", "insurance_749_008", "insurance_749_009", "insurance_749_010", "insurance_749_011", "insurance_749_012", "insurance_749_013", "insurance_749_014", "insurance_749_015", "insurance_749_016", "insurance_749_017", "insurance_749_018", "insurance_749_019", "insurance_749_020", "insurance_749_021", "insurance_749_022", "insurance_749_023", "insurance_749_024", "insurance_749_025", "insurance_749_026", "insurance_749_027", "insurance_749_028", "insurance_749_029", "insurance_749_030", "insurance_749_031", "insurance_749_032", "insurance_749_033", "insurance_749_034", "insurance_749_035", "insurance_749_036", "insurance_749_037", "insurance_749_038", "insurance_749_039", "insurance_749_040", "insurance_749_041", "insurance_749_042", "insurance_749_043", "insurance_749_044", "insurance_749_045", "insurance_749_046", "insurance_749_047", "insurance_749_048", "insurance_749_049", "insurance_749_050", "insurance_749_051", "insurance_749_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.", "What's so good about it?", "#Um, well.", "I am just kidding with you.", "Oh Okay.", "I really got you there, didn't I?", "Yes you did, sir.", "Sorry, just trying to have a little fun.", "What can I do for you today?", "I kind of forgot what I was calling about.", "No worries. Would you like to?", "Hold on! I got it, I think.", "Yes sir, please go ahead with your request.", "#Er, don't rush me.", "I apologize, let's start over.", "That sounds like a good idea.", "My name is Michael, and you are?", "#Uh, just call me Frank.", "Will do. What can I help you with Frank?", "I need to reset my password.", "I can help you with that. I just need a little information.", "#Um, can I make it my old password from when I first signed up?", "Unfortunatley, we can not repeat passwords.", "#Er, fine.", "Now, Frank, can I have the last four digits of you social security number?", "Shouldn't you have this information?", "This is just for verification purposes.", "Oh Okay, nine, one, two, zero.", "Nine, one, two, zero. Got it!", "Can I change it now?", "Lastly, I will need your date of birth.", "Wow, you need a lot of information!", "Yes sir. This is for the security of your account.", "November first.", "And the year.", "The year too?", "Yes, please.", "Nineteen forty five.", "Nineteen forty five, got it. Thank you.", "You're welcome, I guess.", "Now, what would you like the new password to be?", "#Um, can I make it numbers?", "Yes, it can be number or letters or both.", "How many digits?", "The minimum is five.", "Okay, two, seven, five, four, eight.", "Two, seven, five, four, eight. Got it!", "#Er, finally.", "Your password has been changed. Is there anthing else I can help you with today?", "No.", "Well then Frank, it was a pleasure helping you today. Have a good day.", "Okay, Michael was it? Bye.", "Yes sir. Good bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_750_000", "insurance_750_001", "insurance_750_002", "insurance_750_003", "insurance_750_004", "insurance_750_005", "insurance_750_006", "insurance_750_007", "insurance_750_008", "insurance_750_009", "insurance_750_010", "insurance_750_011", "insurance_750_012", "insurance_750_013", "insurance_750_014", "insurance_750_015", "insurance_750_016", "insurance_750_017", "insurance_750_018", "insurance_750_019", "insurance_750_020", "insurance_750_021", "insurance_750_022", "insurance_750_023", "insurance_750_024", "insurance_750_025", "insurance_750_026", "insurance_750_027", "insurance_750_028", "insurance_750_029", "insurance_750_030", "insurance_750_031", "insurance_750_032", "insurance_750_033", "insurance_750_034", "insurance_750_035", "insurance_750_036", "insurance_750_037", "insurance_750_038", "insurance_750_039", "insurance_750_040", "insurance_750_041", "insurance_750_042", "insurance_750_043", "insurance_750_044", "insurance_750_045", "insurance_750_046", "insurance_750_047", "insurance_750_048", "insurance_750_049", "insurance_750_050", "insurance_750_051", "insurance_750_052", "insurance_750_053", "insurance_750_054", "insurance_750_055", "insurance_750_056", "insurance_750_057", "insurance_750_058", "insurance_750_059" ], "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", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hi, yes, I'm calling today Id like to pay my bill. I always pay the same day my rent is due.", "Alright. And just for future reference, theres a way to pay your bill online at our website.", "I don't use the Internet. It doesn't make sense to me.", "Thats fine, sir. Could I just have your name?", "It's Jem Mae.", "Thats a very unique first name, sir.", "Yeah. My mother picked it, not me. She spelled it funny.", "Very funny, sir. And do you spell your first name g. e. m.?", "Not like that. You spell it j. e. m. My last names spelled different than you think, too.", "Your last name isn't spelled like the month? #Er May?", "No, it's spelled m. a. e.", "Just a few more pieces of information to verify it's you thats calling. What then is your birthday?", "It's June seventh, nineteen sixty-four.", "So your name is Mae but instead you were actually well you were born in June.", "The ironies of life.", "Could I have your phone number?", "Yeah, it's six one four, seven two three, three zero three seven. #Er no, the last four numbers are three zero five seven.", "So six one four, seven two three, three zero five seven?", "Right, thats it.", "And now your social security number.", "What do you need that for?", "You could alternately provide your customer number. It's on your bill near the top.", "I don't see it anywhere. It says customer number next to it?", "Yes, thats right, sir.", "It's not on here.", "Then I'm going to need your social security number.", "I don't like giving out my social security number over the phone.", "Are you in a public place? I can see why that might be a concern for you.", "No, I'm in my apartment, but people can hear going by.", "Is there somewhere you could go where you could safely give me a place youd be able to safely share that number?", "I don't think they can hear me in my closet. Give me a second. Ok, so it's five one seven, eight one, three five oh nine.", "Just to verify that was five one seven eight, one three, five oh nine?", "Yeah, thats it. Oh, this window! I really need to get in there and clean this sometime. Maybe when I.", "Ok, and then I need your answer to your security question. What is your best friends name?", "My best friend? Oh, I know. I put my cat. His name is mister Gigglebottoms.", "Absolutely right. I wondered about that. That would be a strange name for a person. But I'm sure it suits your cat.", "Hes a good cat. I named him that as a joke.", "It's a very funny joke, sir. Ive got your account pulled up. For future reference, you can set up auto billing so you don't have to call every month. It would automatically bill your credit card at the same time every month.", "How am I going to keep track of it if I don't call every time?", "Well, you receive an email telling you that your card has been billed.", "But I told you, I don't get on the Internet.", "Thats right. You did say that. I apologize.", "And I just want to pay this months bill. Not that continuing basis like you were saying.", "Ok, and what is the bills invoice number?", "I'm looking on here and I don't see anything marked invoice.", "It's a six digit number followed by a dash and then three digits. It should be near the top of the bill.", "I don't see oh there it is. It's five one seven one two three dash four four nine.", "Just to verify thats five one seven one two three dash four four nine?", "Yeah, thats right.", "Ok then, sir. Ill need your credit card number and CVV.", "Ok, it's a Mastercard. The number is, let me see here, where did I?", "Take your time, sir.", "Ah, I found it. It's seven one two four, six seven two seven, three five one five, four two seven eight.", "And the day it expires with the security code?", "It expires May twenty twenty-two. The code thing is six seven seven.", "Alright, Ive got that entered for you. The next time your payment is due will be August first.", "Right. Ill call again when that rolls around.", "Well thank you for doing business with Massive Dynamic. Enjoy the rest of your day.", "Yeah, ok. Goodbye.", "Goodbye." ], "dialogue_acts": [ [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_751_000", "insurance_751_001", "insurance_751_002", "insurance_751_003", "insurance_751_004", "insurance_751_005", "insurance_751_006", "insurance_751_007", "insurance_751_008", "insurance_751_009", "insurance_751_010", "insurance_751_011", "insurance_751_012", "insurance_751_013", "insurance_751_014", "insurance_751_015", "insurance_751_016", "insurance_751_017", "insurance_751_018", "insurance_751_019", "insurance_751_020", "insurance_751_021", "insurance_751_022", "insurance_751_023", "insurance_751_024", "insurance_751_025", "insurance_751_026", "insurance_751_027", "insurance_751_028", "insurance_751_029", "insurance_751_030", "insurance_751_031", "insurance_751_032", "insurance_751_033", "insurance_751_034", "insurance_751_035", "insurance_751_036", "insurance_751_037", "insurance_751_038", "insurance_751_039", "insurance_751_040", "insurance_751_041", "insurance_751_042", "insurance_751_043", "insurance_751_044", "insurance_751_045", "insurance_751_046", "insurance_751_047", "insurance_751_048", "insurance_751_049", "insurance_751_050", "insurance_751_051", "insurance_751_052", "insurance_751_053", "insurance_751_054", "insurance_751_055", "insurance_751_056", "insurance_751_057", "insurance_751_058", "insurance_751_059", "insurance_751_060", "insurance_751_061", "insurance_751_062", "insurance_751_063", "insurance_751_064", "insurance_751_065", "insurance_751_066", "insurance_751_067", "insurance_751_068", "insurance_751_069", "insurance_751_070", "insurance_751_071", "insurance_751_072", "insurance_751_073", "insurance_751_074" ], "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" ], "utterance": [ "Hello? Spectrum, can you please hold?", "Yeah, Ill hold.", "Hi there. Sorry for the delay. My name is Jane and Ill be assisting you today.", "Hi, Jane.", "What can I help you with?", "Ive been charged twice for last months service. So I want to cancel automatic billing and just do it by hand.", "You want to pay by the month now, is that what you mean?", "Right exactly. But I want you to fix my over charge first.", "Let me look into that for you. Ill need your name, date of birth and customer number.", "Ok. Well I'm Tom Worth.", "And when were you born, Tom?", "I was born two four seventy-two.", "All right. And do you have your customer number handy?", "Where can I find that? On the original bill? I have this coming to me digitally.", "It's fine if you don't know your customer number.", "Wait, I think I wrote it down when I started. Itd be back here, over by the no thats not it. #Uh, or it could be in the no, not there either. Wait, I think I know where it is, it's probably under the.", "It's fine if you don't know. I can get you logged in by asking you other information.", "I found it. It's right here.", "Go ahead whenever you're ready.", "It's four one seven two, three four six four.", "And you said your name is Tom Worth?", "Yes, thats right.", "I'm sorry, that number doesn't match your account.", "Oh? Oh wait. This is Spectrum, right? I goofed and gave you the number to my other account. I can give you my Spectrum customer number.", "Yes, that would be great.", "It's five one seven six, two four three four.", "Ah, there we go! All set. And now you said you wanted to cancel automated billing, Tom?", "I did say that, but first I want you to look at the over charge. Your system billed me twice last month instead of once.", "I do see a discrepancy here. I'm sorry about that, Tom. Give me just a moment and Ill get that all fixed for you.", "And thatll be on my credit card?", "Yes, itll show up on your credit card statement as a negative indicating the charge was eliminated.", "All right. Thanks for that. Can you believe this weather today?", "It's downright gorgeous for Ohio. I used to live somewhere this would be considered cold.", "Down South?", "Yes, but probably not like you're thinking. In the Caribbean Islands.", "Really, it's that warm there?", "It's eighty-five there this morning.", "We may get up to that by the end of the day.", "Maybe.", "So about cancelling that the automatic billing thing?", "Yes, lets do that.", "Is this permanent?", "What do you mean?", "Do you want to permanently cancel your auto-billing?", "I could start it up again if I wanted to, right?", "Yes, thats right.", "Well yes, then, thats what I want to do. Cancel it permanently.", "Ok, Ive cancelled it now. Do you want to receive your monthly bill through the mail or online?", "Lets do both. Can I do both?", "Theres really no need for both.", "It's just I want to make sure I get it. I don't want to miss a bill and be out of my Internet.", "Youll receive your bill in time. Is that what you're worried concerned about? That youll get your bill on time?", "No, I just mean even to make sure I nevermind. You can send it to me. Id like to see it in the mail. Thats the way I do my bills. I put them all in a bin and make sure by the end of the week Ive paid them all off.", "All right. We can send a bill out to you in the mail.", "Itd be nice if you could Id like it if you could make the programming better, while you're at it. So many reruns on these shows. My son keeps telling me I should cut the cable and download all my shows.", "Streaming, you mean? He wants you to stream your programs?", "Yeah, streaming, thats it.", "It's not really my department to see to the programming. If you want I could send you to a voice mailbox where you can tell them your opinion about the programming.", "No, don't bother with that. Like theyll listen to me, anyway. Long as they get their money.", "I'm sorry you're not satisfied with what you're getting. Would you like to bundle your TV, Internet and phone? It's a substantial discount from what you would pay for them separately. And it may be better than the deal you're getting right now with your phone provider. I see we don't provide phone for you.", "No, don't bother with that. You can't beat the deal Ive got going with my phone company. It's a special deal.", "Id like to try.", "No thanks. Just cancel the auto-billing and thats all I want from you today.", "I understand. Your auto-billing is cancelled and Ill make a note on here that you were overbilled this month. In case it happens again. It shouldn't, but this way theyll know it happened in the past.", "I don't see what good that will do. Just cancel the auto-bill.", "Thats been done. Is there anything else I could help you with today?", "No, thats all. You ever wish you were still in the Caribbean?", "Sometimes I do.", "You certainly see have less tourists to deal with here.", "That is the truth. Absolutely. I don't miss that at all.", "Well, take care of yourself, now. Thanks for your help today.", "It's no problem. Ive been happy to have served you. Have a great rest of your day, mister Worth.", "You too.", "Goodbye, mister Worth.", "Ok, bye now." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportBillingIssue", "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_752_000", "insurance_752_001", "insurance_752_002", "insurance_752_003", "insurance_752_004", "insurance_752_005", "insurance_752_006", "insurance_752_007", "insurance_752_008", "insurance_752_009", "insurance_752_010", "insurance_752_011", "insurance_752_012", "insurance_752_013", "insurance_752_014", "insurance_752_015", "insurance_752_016", "insurance_752_017", "insurance_752_018", "insurance_752_019", "insurance_752_020", "insurance_752_021", "insurance_752_022", "insurance_752_023", "insurance_752_024", "insurance_752_025", "insurance_752_026", "insurance_752_027", "insurance_752_028", "insurance_752_029", "insurance_752_030", "insurance_752_031", "insurance_752_032", "insurance_752_033", "insurance_752_034", "insurance_752_035", "insurance_752_036", "insurance_752_037", "insurance_752_038", "insurance_752_039", "insurance_752_040", "insurance_752_041", "insurance_752_042", "insurance_752_043", "insurance_752_044", "insurance_752_045", "insurance_752_046", "insurance_752_047", "insurance_752_048", "insurance_752_049", "insurance_752_050", "insurance_752_051", "insurance_752_052", "insurance_752_053", "insurance_752_054", "insurance_752_055", "insurance_752_056", "insurance_752_057", "insurance_752_058", "insurance_752_059", "insurance_752_060", "insurance_752_061", "insurance_752_062", "insurance_752_063", "insurance_752_064", "insurance_752_065", "insurance_752_066", "insurance_752_067", "insurance_752_068", "insurance_752_069", "insurance_752_070", "insurance_752_071", "insurance_752_072", "insurance_752_073", "insurance_752_074", "insurance_752_075", "insurance_752_076", "insurance_752_077", "insurance_752_078", "insurance_752_079", "insurance_752_080", "insurance_752_081", "insurance_752_082", "insurance_752_083", "insurance_752_084", "insurance_752_085", "insurance_752_086", "insurance_752_087", "insurance_752_088", "insurance_752_089", "insurance_752_090", "insurance_752_091", "insurance_752_092", "insurance_752_093", "insurance_752_094", "insurance_752_095", "insurance_752_096", "insurance_752_097" ], "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" ], "utterance": [ "Hello, this is Dan with Rivertown Insurance.", "Hi, Dan.", "Who do I have the pleasure of speaking with today?", "My name is Sydney. Sydney Sterling.", "Hello, missus Sterling. What can I help you with?", "Um, yeah. Id like to report an accident.", "Is your car in a safe place?", "Yeah, we moved our cars already. We were on the road but now were back at his trailer.", "And have you called the police?", "No, not really. He doesn't want to involve the police.", "Ok, thats fine.", "Does that. Can we do it that way? Is it ok not to call the police?", "Sure. You can keep this between insurance companies if you like.", "It doesn't matter to me. But I guess it would keep him from getting points on his lisence.", "Yes, thats true. It's fine to do it that way.", "What if I change my mind?", "You have three days to report it. You and the other party would have to go down to the station.", "Do you advise me to involve the police? Er, what's your thought on that?", "Why don't we get your claim started and Ill advise you after weve submitted it.", "Hes admitting it's his fault. He says hes insured and hes not going to fight me on it.", "I'm glad to hear that. For your sake.", "Yeah, me too.", "Are either of you hurt?", "No, I don't think so.", "So then, can you tell me what happened?", "I came to a stop behind his vehicle. Hes driving a truck with a trailer behind it.", "Let me stop you there. What's the make and model of his truck?", "Hold on, let me ask him. He says it's a one nine nine nine GMC Sierra. It's silver.", "Ok, go on.", "His name. Do you want his name?", "Tell me what happened first. And take a deep breath. It should help you.", "Yeah, I'm a little rattled. My hand was shaking when I tried to type on the app. Thats why I called instead.", "Go ahead when you're ready, missus Sterling.", "So I was stopped and all of the sudden, he threw it in reverse. I hit the horn, but he didn't hear.", "I see.", "Yeah, and then he plowed into me.", "So your car was still driveable?", "Yes. I told you we drove to his trailer.", "You did mention that.", "He said he missed his driveway, so he was backing up so he could go in. Thats when he hit me.", "And what is the other drivers name?", "Bryon Pellegrini. He says you spell Bryon b r y o n.", "Thank you. Did you get his phone number?", "Yes. Do you want that?", "Yes, please.", "It's seven one six, three three oh, five nine seven two.", "What's your address, missus Sterling?", "Nine nine four North Ellsworth Avenue. Salem, Ohio. Four four four six oh.", "And what about mister Pellegrinis address?", "Four six one five Whinnery road. Same city and state.", "And what about emails?", "I'm slyfox at gmail dot com. Ill ask him. He says hes Bryonp at gmail dot com.", "Were there any other passengers?", "No, just us.", "Did anyone witness the accident?", "No, there wasn't anybody that I saw. Youd think there would be. I was on my way to lunch.", "Well, well try to get this wrapped up so you can go eat.", "Thank you. I'm hungry.", "Now where did the accident happen?", "Just outside his driveway. Two two one three Whinnery road. It leads to a trailer park.", "Youll want to take some pictures. Take pictures of the damages, of course.", "Right, I already started doing that.", "Also take a picture of the scene of the accident.", "Ok, I can do that.", "Take a picture of his license and if you would, your license plate as well.", "You need my license plate?", "It speeds things up for the adjustor.", "Alright. What other pictures do you need?", "You said he was insured?", "Yes, thats what he said.", "Youll want to take a picture of his proof of insurance.", "He said hes never been in an accident before. I haven't, either.", "I'm glad to hear that. Youve both been safe drivers.", "Safe or just lucky.", "Luck has something to do with it.", "If you do involve the police, youll want to get the police report number and the officers name and badge number.", "Ill keep that in mind. Do you think itd be good to call them now?", "Thats really up to you. If you're comfortable with the situation, you don't need to necessarily.", "Yeah, maybe I won't. He said he was sorry right away. He knew it was his fault.", "How are you feeling now?", "I feel a little better now that I got this reported. Hungry. I do feel hungry.", "It's good to hear you're feeling better.", "What happens now?", "Now youll get an email from us. It will have a link for you to submit your pictures.", "Ok, that sounds good.", "Once youve done that, well take it from there!", "Good. I like the sound of that. So I can go and get something to eat now?", "Yes, I have all the information I need.", "Great. He was cool about it. He didn't get mad or anything.", "It's always easier to work with people when their emotions don't cloud what theyre doing.", "I'm sorry it happened, but at least he was cool about it.", "I hope the rest of your day goes better, missus Sterling.", "Thank you. I hope it does, too. Ill look forward to hearing from you about this.", "Well resolve things on our end as quickly as we can so you can get back to your life.", "Alright. I'm glad I called. Better than that app.", "Yes, the human touch.", "Have a great day.", "You too, missus Sterling." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_753_000", "insurance_753_001", "insurance_753_002", "insurance_753_003", "insurance_753_004", "insurance_753_005", "insurance_753_006", "insurance_753_007", "insurance_753_008", "insurance_753_009", "insurance_753_010", "insurance_753_011", "insurance_753_012", "insurance_753_013", "insurance_753_014", "insurance_753_015", "insurance_753_016", "insurance_753_017", "insurance_753_018", "insurance_753_019", "insurance_753_020", "insurance_753_021", "insurance_753_022", "insurance_753_023", "insurance_753_024", "insurance_753_025", "insurance_753_026", "insurance_753_027", "insurance_753_028", "insurance_753_029", "insurance_753_030", "insurance_753_031", "insurance_753_032", "insurance_753_033", "insurance_753_034", "insurance_753_035", "insurance_753_036", "insurance_753_037", "insurance_753_038", "insurance_753_039", "insurance_753_040", "insurance_753_041", "insurance_753_042", "insurance_753_043", "insurance_753_044", "insurance_753_045", "insurance_753_046", "insurance_753_047", "insurance_753_048", "insurance_753_049", "insurance_753_050", "insurance_753_051", "insurance_753_052", "insurance_753_053", "insurance_753_054", "insurance_753_055", "insurance_753_056", "insurance_753_057", "insurance_753_058", "insurance_753_059", "insurance_753_060", "insurance_753_061", "insurance_753_062", "insurance_753_063", "insurance_753_064", "insurance_753_065", "insurance_753_066", "insurance_753_067", "insurance_753_068", "insurance_753_069", "insurance_753_070", "insurance_753_071", "insurance_753_072", "insurance_753_073", "insurance_753_074", "insurance_753_075", "insurance_753_076", "insurance_753_077", "insurance_753_078", "insurance_753_079", "insurance_753_080", "insurance_753_081", "insurance_753_082", "insurance_753_083", "insurance_753_084", "insurance_753_085", "insurance_753_086", "insurance_753_087", "insurance_753_088", "insurance_753_089", "insurance_753_090", "insurance_753_091", "insurance_753_092", "insurance_753_093", "insurance_753_094", "insurance_753_095", "insurance_753_096", "insurance_753_097" ], "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" ], "utterance": [ "Good afternoon. Youve reached Rivertown Insurance. This is Darla speaking.", "Hello. I'm Greg.", "Hi, Greg. What can I do for you?", "I have some questions about adding a dependent to my health insurance policy. My daughter is living across town and shes currently not employed, so I'm helping her through a rough patch. I wondered if Id be able to add her to my health insurance. I don't want to see anything happen to her, but if it does, I want to know shes covered.", "Sure, we can look into that for you. Id be glad to help with that. How old is your daughter?", "Does that matter? Shes twenty-three.", "Well, thats great. She has to be under age twenty-six in order to be considered a dependent. There are some other criteria.", "Like what? Like I say, she doesn't live with us right now. Would she have to move back in, because I don't think thats going to happen.", "Your daughter lived with you at some time in the past, right?", "Sure, she grew up here.", "Ok, that would satisfy the residency requirement.", "Does it matter that shes not in school anymore? She got through with college and started working, but she doesn't go to college anymore. She thought about going back, but it looks like shes not going to do that for now.", "No, it's fine that shes not in school.", "Will your daughter be filing a joint tax return this year?", "No.", "Is anyone else claiming her as a dependent?", "No, no one else.", "Then she meets the requirements to be put on your health insurance. And on your tax formiss incidentally.", "Oh, I'm glad you said that. That could really help out.", "No problem! Just so you know, she would be eligible to be on your health insurance even if you don't claim her for tax purposes.", "Really?", "But if you claim her for your taxes, you're required to provide health insurance for her. Is that clear?", "I think so. So I can put her on my health insurance if I want to, but I have to if I claim her on my taxes?", "Yes, thats right.", "And it doesn't matter that she has a son?", "No, that doesn't have any bearing on this situation.", "Probably the easiest is to just put her on the same plan as the one you have, but we could go through the different plans available to you if that interests you.", "No, lets do easy. I like to do easy. Too much is so hard, you know?", "I know exactly what you mean. I do agree with you there.", "Let me pull up your record and we can get her on there. Ill need your name and birthday.", "I'm Greg and my birthday is six one seventy-nine.", "I need your full name, Greg.", "Oh, sorry. Sure you do. Of course you do. I'm Greg Gainer.", "Alright, and Ive got your birthday. Do you happen to know your customer ID number?", "Is that on the forms or something? I don't have those right in front of me. I was going to do this online, but I thought itd be easier to just call.", "Yes, thats fine. We can get you checked in another way. What's your phone number?", "Area code two two seven, six one five, three four two five.", "And what about your social security number?", "It's five one seven, oh two, three three four nine.", "And then I need the answer to your security question. What is your mothers maiden name?", "It's Weaver.", "Great, that verifies your account. And we said were going to add your daughter. And her name.", "Her name is Gail. Gail Gainer.", "And when was Gail born?", "Gail was born December second, nineteen ninety-eight.", "And what what about her health? Does she have any medical conditions you're aware of?", "She has epilepsy.", "Anythinge else?", "No, thats all.", "If I wanted to add another dependent in the future, is there a way other than calling this helpline to do that?", "You can do it online. I prefer to deal with people personally, but thats always another option.", "Youre just saying that for the sake of job security.", "(laughter) I hadnt thought of it that way. But do you know what I mean? I won't even go into WalMart anymore. You can't see an actual human when you go to cash out.", "I do miss interacting with someone as she rings out my groceries. But I imagine all the places are going to go that soon. The Acme store has self-check outs. They even have it at the library.", "Makes you wonder what itll be like in ten years. Well all be talking to machines, all the time.", "It's not the same as the human touch. Youre right there. Did you need anything more from me?", "Well, lets see. We got Gail added to your policy. She goes on as of today.", "I imagine the price goes up.", "Quite right. Your premium will increase thirty-five dollars. At your current level of coverage youll be paying itll be one thousand sixty-seven dollars per month.", "And it's less if I pay that per half.", "Per half?", "I mean if I pay for six months in advance.", "Oh yes, I see what you mean. #Er yes, it's six thousand two hundred ten dollars if you pay six months at a time. Thats a savings of drum roll please one hundred ninety-two dollars.", "Drum roll please? (laughter) I knew there was a reason I went with Acceptance.", "Yes, we get you insured and see to it you have fun while you're doing it. Did you want to pay that now?", "I could, while were at it. You pro-rate the bill, of course.", "Yes. The remaining balance for this six month period and I can do this because you already paid six months ahead is three thousand one hundred and seven dollars.", "One hundred and seven? You can't round that off to a nice one oh five?", "I can see to it you have fun. Theres only so much I can do (laughter).", "Ill take what I can get. I suppose you want my credit card?", "That would be nice.", "Ok, ok. Let me get it. Here it is. So I have a Visa. The numbers are two zero one four, five one seven six, eight two three two, four zero one seven.", "So let me make sure Ive got that. You have wo zero one four, five one seven five.", "It's six.", "I'm sorry?", "It's five one seven six.", "Oh, thank you. Five one seven six then, eight two three two, four zero one seven.", "And now you want the expiration date and the code on the side.", "Youre reading my mind.", "Ive always wanted to have a crystal ball in this living room.", "Well with the savings of paying six months up front, youll be able to afford one.", "Funny. The expiration is two twenty twenty-five. The actual code is three one seven.", "Ok, Ive got that put into our system. Youre now up to date for yourself and your husband along with your daughter for six months.", "Yeah, we adopted her when she was seventeen. Had been through some really hard things. I was glad to be able to be there for her.", "I think that about wraps it up. And I'm glad you adopted her if she was having a hard time.", "Shed been homeless and on drugs already, plus some other things besides. Youd never know it today. Shes really thriving.", "Thats great. And now shes insured!", "Now shes insured.", "That wraps things up on my end, unless you want to know anything else about your policy.", "Actually now that you mention it, my tooth has been hurting me. What's the deductible on our dental again?", "Let me look in here and see. Youre paying seventy-five of it, up to a thousand five hundred dollar cap. Then you have to pick up the rest of it.", "Lets hope it's just a filling then.", "I hope so too. And I hope your daughter has better teeth. Or at least, shes not going to cost you right away.", "I told you shes adopted. She doesn't have my teeth.", "I hope no one has your teeth. What would you do to chew without them?", "Ok. I need to get going now. Thanks for all your help today.", "Thank you. Thank you for choosing Rivertown Insurance for all your health needs. You have a great day today, Greg.", "Well try. I'm going to go out to the lake and see if I can spot some blue herons. It's something we do together as a family." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_754_000", "insurance_754_001", "insurance_754_002", "insurance_754_003", "insurance_754_004", "insurance_754_005", "insurance_754_006", "insurance_754_007", "insurance_754_008", "insurance_754_009", "insurance_754_010", "insurance_754_011", "insurance_754_012", "insurance_754_013", "insurance_754_014", "insurance_754_015", "insurance_754_016", "insurance_754_017", "insurance_754_018", "insurance_754_019", "insurance_754_020", "insurance_754_021", "insurance_754_022", "insurance_754_023", "insurance_754_024", "insurance_754_025", "insurance_754_026", "insurance_754_027", "insurance_754_028", "insurance_754_029", "insurance_754_030", "insurance_754_031", "insurance_754_032", "insurance_754_033", "insurance_754_034", "insurance_754_035", "insurance_754_036", "insurance_754_037", "insurance_754_038", "insurance_754_039", "insurance_754_040", "insurance_754_041", "insurance_754_042", "insurance_754_043", "insurance_754_044", "insurance_754_045", "insurance_754_046", "insurance_754_047", "insurance_754_048", "insurance_754_049", "insurance_754_050", "insurance_754_051", "insurance_754_052", "insurance_754_053", "insurance_754_054", "insurance_754_055", "insurance_754_056", "insurance_754_057", "insurance_754_058", "insurance_754_059", "insurance_754_060", "insurance_754_061", "insurance_754_062", "insurance_754_063" ], "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" ], "utterance": [ "Hello, Trupanion where we insure your pets health is assured, Sally speaking. How can I help you today?", "Hi. I think I want to get pet insurance for my cat. I don't know if I want to get it, but I think I want to get it. Hes healthy right now, but you never know when things could go wrong, you know.", "Of course. No one knows what the future holds.", "No, not even my cat. Or if he does, he isn't telling me.", "What I always say is imagine having a vet bill for fifteen hundred dollars. Not as hard to happen as you think, and most people would struggle to pay that.", "Yikes! I would! Thats a lot of moolah!", "And of course you love your cat. What did you say your cats name was?", "Ham. Well, his full name is Little Booty Ham Sandwich. #Um but for the sake of the form, we can shorten it.", "Oh, no shortening needed. Well be happy to address your little booty Ham Sandwich just that way, Mrs.", "My name is Jane Marckewski. You can call me Jane.", "Sounds great, Jane. Let me go over some basics first, just to set you up. These numbers are for dogs, but I think youll see cats have their comparable expenses.", "All right, shoot.", "Did you know the A. S. P. C. A. estimates dog parents spend between three hundred and seven hundred dollars a year on food, toys, treats, and other miscellaneous expenses depending on the size, breed, and location of their animals?", "I don't think weve ever spent anything close to three hundred dollars in a year on our cats toys. Food might add up a little bit. He has a sensitive tummy.", "I had a cat like that, too. Youd be surprised, you really would. Buying a cat carrier and a carrier bag can run things up even more. It's not uncommon for pet parents to spend a thousand dollars the first year they get their pet. Did you know that?", "I'm not sure it would add up like that. A cat carrier doesn't quite cost.", "And you know going to the vet just for a routine check up can run you between fifty and two hundred fifty dollars.", "Well, thats true. You usually don't get out of there for less than a hundred dollars, depending on why you're there.", "It's not even these expenses you have to worry about, high as they are. It's the surgeries that really cost you. One in three pets will need surgery this year. Can you believe that?", "I know three pet owners off the top of my head. None of them have ever had surgery on their.", "A ligament repair on a dog can run you upwards of five thousand dollars. Sometimes even more!", "(gasp).", "And for kitties. You know those little bundles of joy get urinary problemiss Dealing with a urinary obstruction will cost you lab testing, antibiotics and even surgery, which could soar to a cool three thousand dollars in no time.", "Is it really that high? I mean for a urinary infection?", "You never can tell what's going to happen. Thats not even considering the possibility of some kind of chronic condition. It's outrageous what they charge these days, don't you agree?", "All medical costs are too high, in my opinion.", "Lets talk about how the insurance works. It's similar to property insurance in that you get reimbursed after it's over between eighty and a hundred percent of what you pay out, depending on the deductible you select. You of course pay a monthly premium, which is to be expected, naturally. Thats to keep the coverage going that, once your deductible is met, will cover all eligible expenses for any healthcare your cat needs, up to your limit.", "#Uh huh.", "There are certain things the plan will cover, like unexpected injuries such as ingesting a foreign object or any kind of broken bones, or unexpected illnesses such as cancer, gluacoma, or hip displasia, surgeries, of course, prescription medication, tests like x-rays and any emergency exam fees.", "What doesn't Trupanion cover?", "Well, we don't cover pre-existing conditions, just like with human insurance, routine care or wellness examiss preventative care or spay and neutering. We also don't cover vaccinations and a few other miscellaneous items that youll find in the hard copy we send you about your plan.", "Those sound an awful lot like most of the expenses I would actually ever incur for my.", "We have accident-illness plans that give coverage for both accidents and unexpected illnesses as well as a more premium plan with a wellness add-on. It's more expesive, true, but the coverage will be more comprehensive. The only health issues we don't cover with this plan are pre-existing conditions.", "I can just imagine what the charge is for that a month. What do you charge for.", "For our basic package? It depends on where you live, of course, as some places are more expensive to live in than others. Might I know your city and state, Jane?", "Yes, I live in Sacramento, California.", "Ah. For Little Booty Ham Sandwich you would only have to pay twenty-nine dollars a month for the basic package. The premium package, which guarantees you ultimate protection in all matters of health and well being, would be just twelve dollars more.", "It's a small price to pay.", "Yes, thats exactly right. Would you like to hear more about the premium plan?", "Lets stick to the basic I want to hear about the basic plan for now.", "Aha. Well, you would have a two hundred dollar deductible on that plan with a ninety percent reimbursement rate. So say your cat needed a fourteen hundred dollar dental extraction. Youd be saving a thousand and eighty dollars just because you bought health insurance for your kitty. Because fourteen hundred dollars minus the two hundred dollar deductible is twelve hundred, and ninety.", "You don't have to do all the math for me. I trust you.", "#Hm. The pay out is per incident, which means every time you had to spend money for your cats health, you would get that nintey-percent back after your deductible is met. How old is your cat, Jane?", "Hes eight.", "Oh, well, hes still pretty young.", "Actually, they consider him a senior at the Primary Pet.", "I mean in terms of overall lifespan, you're getting him in at the right time. Youll pay less than you would if you waited another ten years and tried to get pet insurance then.", "I don't know that hed be around in ten years.", "Ah, I see what you mean. But anyway, if you wait too long, itll be more expensive when you really need the insurance for your favorite person.", "He is my favorite. Don't tell my husband that.", "(laughter) I can totally relate. I have a favorite, too. Don't tell.", "I guess I see all the things out there that could happen and it makes me a little anxious, you know, because I.", "And thats what you're really paying for, isn't it? You want that peace of mind. Theres no price tag you can put on being able to sleep soundly at night. Am I right?", "The more I think about it, the more I.", "So all we need to do to get you the care that your Little Booty Ham Sandwich deserves is for me to get a little information from you like your address and things like that, and you can start right away feeling more peaceful about.", "You know, on second thought, I don't think I want to do this.", "Are you sure you're making the right choice for your cat? I mean.", "It's going to add up to a lot of money in the long run and not cover the things that are most likely to happen. It's a safe and cautious thing to do, but it doesn't make sense when I think about it.", "Remember most families don't have a thousand dollars lying around that they can afford to spend on any.", "Yeah, yeah. I heard you. Thanks for your time, but I don't think I'm going to blow my money on this. Ill just save a little more and.", "I know saving sounds like a good plan, and it can work, but remember that if.", "Thank you for talking to me today.", "If you only just.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_755_000", "insurance_755_001", "insurance_755_002", "insurance_755_003", "insurance_755_004", "insurance_755_005", "insurance_755_006", "insurance_755_007", "insurance_755_008", "insurance_755_009", "insurance_755_010", "insurance_755_011", "insurance_755_012", "insurance_755_013", "insurance_755_014", "insurance_755_015", "insurance_755_016", "insurance_755_017", "insurance_755_018", "insurance_755_019", "insurance_755_020", "insurance_755_021", "insurance_755_022", "insurance_755_023", "insurance_755_024", "insurance_755_025", "insurance_755_026", "insurance_755_027", "insurance_755_028", "insurance_755_029", "insurance_755_030", "insurance_755_031", "insurance_755_032", "insurance_755_033", "insurance_755_034", "insurance_755_035", "insurance_755_036", "insurance_755_037", "insurance_755_038", "insurance_755_039", "insurance_755_040", "insurance_755_041", "insurance_755_042", "insurance_755_043", "insurance_755_044", "insurance_755_045", "insurance_755_046", "insurance_755_047", "insurance_755_048", "insurance_755_049", "insurance_755_050", "insurance_755_051", "insurance_755_052", "insurance_755_053", "insurance_755_054", "insurance_755_055", "insurance_755_056", "insurance_755_057", "insurance_755_058", "insurance_755_059", "insurance_755_060", "insurance_755_061", "insurance_755_062", "insurance_755_063", "insurance_755_064", "insurance_755_065", "insurance_755_066", "insurance_755_067", "insurance_755_068", "insurance_755_069", "insurance_755_070", "insurance_755_071", "insurance_755_072", "insurance_755_073", "insurance_755_074", "insurance_755_075", "insurance_755_076", "insurance_755_077", "insurance_755_078", "insurance_755_079", "insurance_755_080", "insurance_755_081", "insurance_755_082", "insurance_755_083", "insurance_755_084", "insurance_755_085", "insurance_755_086", "insurance_755_087", "insurance_755_088", "insurance_755_089", "insurance_755_090", "insurance_755_091", "insurance_755_092", "insurance_755_093", "insurance_755_094", "insurance_755_095", "insurance_755_096", "insurance_755_097" ], "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" ], "utterance": [ "Hello, Rivertown Insurance, Rocky speaking.", "Hi, my names Kitty.", "Thats a very unusual name.", "Oh, well, it's actually Cate, but my friends all call me Kitty.", "What can I do for you, Cate?", "I want to sign up for a the health insurance plan you offer. It's time to take better care of myself.", "Id be glad to do that for you, Cate. Are you an existing customer with us?", "No, I'm new. Ive never yeah.", "All right. We have to set up an account for you, then we can go ahead with getting you your health insurance.", "So what do you need?", "I need your full name, of course, a good number to reach you at and your social security number. Well also create a security question for you.", "All right. My name is Cate Ballentine. You can reach me here, at five one seven, three three two, four one seven five.", "Great! And can I get your social security number, please?", "Sure. It's three seven two, eight one, two zero four zero.", "Lot of zeroes in that one.", "I never really noticed.", "And now a security question. Ill read you your choices, you pick one you want to answer.", "Ok.", "So here are three you can choose from What high school did you attend? What is the name of your first school? What was the make of your first car?", "I can tell you my high school was Hudson High. That Ill remember.", "Great! Let me just enter that and your account with us will be all set up. Ok. So you wanted health insurance with us?", "Yes, what are the details if surrounding health insurance with you?", "Well, lets start here. When would you like the health insurance to start? Immediately or at some time down the road?", "Immediately, I think.", "Ok, and now which of these do you feel is most important for your plan? Hospitalization, preventative care, dental, vision, telehealth or coverage for existing conditions?", "Existing conditions would be something I want to look into. But I also need I do need a good dental plan.", "Are you currently enrolled in Medicare parts A or B?", "No.", "And when were you born?", "February tenth, nineteen sixty-four.", "Are you a smoker?", "No, yuck on that stuff.", "You may get a better rate with us because of that.", "Oh, thats great. I'm glad I quit.", "Do you want to include a spouse in this plan?", "No, this is only for me. I'm on my own.", "What about dependants? Any children to insure?", "No, I don't have any kids. As I say, I'm on my own.", "And what is your address?", "I live in Ravenna, Ohio. At six fourty Grove Street.", "And what's your household income?", "Boy, you ask a lot of questions.", "It's the only way to get the best plan for you. I do apologize.", "I make about sixteen thousand dollars a year. Give or take.", "And finally, what is your pre-existing condition?", "I have diabetes.", "What we have available for you is called the Choice Advantage Plan. It has discount dental and vision. It includes telehealth and Heightened Care for your dental. That gives you a fifteen percent discount on any visit to the dentist.", "I could use that.", "Your office visits would have a co-pay of forty dollars per visit up to a maximum of three.", "And what does that cost me?", "It depends on what you want your deductible to be. For a thousand dollar deductible, itd be three hundred fifty-nine dollars and seventy-nine cents a month. You could opt for a higher deductible of two thousand five hundred dollars. That would run two hundred seventy-two dollars a month.", "What's the highest deductable I can have?", "The highest deductable would be seven thousand five hundred dollars, and that would set you back only two hundred and twenty dollars a month.", "I think I want to go with that last one. I'm pretty healthy overall.", "Sounds good to me.", "What about getting my insulin?", "There are no particular benefits covering that with this plan.", "I guess Ill have to take what I can get. Is that the cheapest plan you have available?", "No, we have our HPG Choice plan. The conditions for that are a little different.", "What are they?", "Well, it's one hundred sixty-four dollars and ninety-five cents a month.", "#Ah I like the sound of that!", "Instead of deductibles, the plan pays you a flat rate in each case.", "Like what do you mean by that?", "So, for a hospital stay, the plan pays out a thousand dollars per day.", "That isn't much for a hospitalization.", "Thats true. But it's for an unlimited number of days. However long youd need to stay, youd have that amount of money coming every day.", "What if I have to have surgery?", "The plan would pay twenty-five thousand dollars toward any surgery.", "What if I needed more than one?", "I'm afraid it tops out at twenty-five thousand. If you need multiple surgeries at the same time, thats what the plan would offer.", "I'm not entirely comfortable with that. Does it have anything for the insulin?", "For the insulin, lets see here. It says here that is, I see that for the first twelve months, there would be no coverage available. After that you would get forty dollars toward it for a brand name insulin, and ten dollars if you chose generic.", "Thats something, at least.", "And you would have full coverage on any telehealth needs you had.", "What about the dental. You didn't mention you didn't say anything about that yet.", "You would get twenty dollars and twenty cents toward any dental you had.", "Well, it's not a plan I love, but it's the one I can afford.", "Would you like me to enroll you in that plan today then?", "Id like you to change the American health system so I'm not paying through the nose for something I need to live.", "#Ah, ok. Thats a little beyond the scope of what I can do for you. I'm sorry.", "I know it is. Yeah, go ahead and sign me up for the hundred sixty-four dollar plan.", "Right. Well get you right into the HPG Choice Plan right now.", "So todays date, July thirtieth, twenty twenty-one, you are enrolled in the HPG Choice Plan. How would you like to pay for that?", "Credit card I assume is the only way.", "It's the easiest, yes.", "All right. Let me go get my card. Ill be back in a second. Hello? I'm back.", "Go ahead anytime you're ready.", "My card number is three one seven five, two zero four zero, eight one nine three, two one six two.", "And the date of expiration as well as the security code?", "It expires in June of twenty twenty-five.", "And the code?", "Oh right. It's two one one.", "Ok, you are now covered under our HPG Choice Plan. I hope that will let you sleep a little better tonight.", "Lets hope.", "Is there anything else I can do for you this day?", "No, I think that about does it. Thanks for doing this for me.", "No problem. Have a pleasant afternoon." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_756_000", "insurance_756_001", "insurance_756_002", "insurance_756_003", "insurance_756_004", "insurance_756_005", "insurance_756_006", "insurance_756_007", "insurance_756_008", "insurance_756_009", "insurance_756_010", "insurance_756_011", "insurance_756_012", "insurance_756_013", "insurance_756_014", "insurance_756_015", "insurance_756_016", "insurance_756_017", "insurance_756_018", "insurance_756_019", "insurance_756_020", "insurance_756_021", "insurance_756_022", "insurance_756_023", "insurance_756_024", "insurance_756_025", "insurance_756_026", "insurance_756_027", "insurance_756_028", "insurance_756_029", "insurance_756_030", "insurance_756_031", "insurance_756_032", "insurance_756_033", "insurance_756_034", "insurance_756_035", "insurance_756_036", "insurance_756_037", "insurance_756_038", "insurance_756_039", "insurance_756_040", "insurance_756_041", "insurance_756_042", "insurance_756_043", "insurance_756_044", "insurance_756_045", "insurance_756_046", "insurance_756_047", "insurance_756_048", "insurance_756_049", "insurance_756_050", "insurance_756_051", "insurance_756_052", "insurance_756_053", "insurance_756_054", "insurance_756_055", "insurance_756_056", "insurance_756_057", "insurance_756_058", "insurance_756_059", "insurance_756_060", "insurance_756_061", "insurance_756_062", "insurance_756_063", "insurance_756_064", "insurance_756_065", "insurance_756_066", "insurance_756_067", "insurance_756_068", "insurance_756_069", "insurance_756_070", "insurance_756_071", "insurance_756_072", "insurance_756_073", "insurance_756_074", "insurance_756_075", "insurance_756_076", "insurance_756_077", "insurance_756_078", "insurance_756_079", "insurance_756_080" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance, where we make the bad times go away How can I help you today?", "Yes, hi, my name is Summer. And I think I need insurance.", "Well, hello, Summer. You can call me Sunny. Why do you think you need insurance?", "Oh my god. Is Sunny short for Sunshine because then we'd bee Sunshine and Summer. Not, like sisters, but in the same clubs. Most def.", "It sure is - my parents were super into the environment.", "Really? That's super cool. We're Republicans.", "Cool. So what do you need insured? Your car? Your house?", "Like everything. I am being forced out of my parents house into an apartment by my stepmoht and am bringing my poodle, mister Gigglesworth - you have pet insurance, right?. I have to buy a car so thatAnd there's something else...", "Medical? Dental?", "I'm two four. Mommy and daddy still cover it.", "That's nice of them. Date of birth and current ZIP?", "The two four th February in one nine nine seven - Pisce, as if you couldn't tell. three zero zero three three though I don't think I can live here. It's very expensive. I'm looking elsewhere. Why?", "I can start looking up your policy options. I'll see if I can't find the cheap ZIP nearby for your auto insurance, OK? Give me just a moment.", "Okay. Oh! My boat!. #ugh I have to store it at the public dock - some stupid rule about living in a certain area to a member. I mean, #ugh, the public dock? #ew I've been a member at the yacht club since I was four. Can they do that? But I guessI should insure it becasue, you know, other people.", "That sounds terrible. I'm sorry this is all happening to you.", "It just is, thank you for understanding. Nobody else gets it. You're like my BFF right now. Nobody else understnads me. #Shh don't tell Susie.", "Wouldn't dream of it, but would you...", "And I have to pay my money I earned myself from a job - gross. They made me get a job. All so I can be 'insured?' #UGH It's a freaking piece of paper. Nobody uses it.", "Yes, ma'am. Let's help you through picking some plans, ok? Easy question first do you want a lower monthly payment or lower deductible?r.", "Both.", "OK. Do you know what a deductible is?", "It is the amount of money we deduct.", "Well..", "From the money I pay you?", "Ok, that's a good start. A deductible is the amount you are immediately responsilbe for in an accident.", "I haven't had an accident. Ever.", "But if you should, then..", "I won't. Why would I have an accident?", "Lots of things happen, but that's what insurance does. It covers the amount of money needed to get through unexpected life events.", "Like having a baby?", "That can be covered by medical insurance, yes. And if the baby gets sicks, because they do all the time..", "Then you pay for the doctor visit?", "Yes. Most of the doctor visit, or hospital stay, or surgery. We would pay for a good portion of those things according to the contract you sign with us.", "How much would I pay?", "That's the deductible.", "What?", "In the contract, we will determine what percentage you would be responsible if something bad should happen.", "Is that, like, a lot though? Because if I'm sick, I'm not going to pay. And if I die, who cares, like right?", "Actually, your family covers the deductible if you die.", "But I'm dead.", "Not yet, but this turning into a long call so anything could happen. But let's ignore the death part for now.", "You are saying that if I get sick -.", "We're not talking about health insurance. You have that. The car. Focus on the car.", "Hm. If my car gets si- Oh! Like if when Rosalita our house keeper was backing out of the driveway and Jonny from down the street ran into her because I just told him that...", "Ignore Jonny's part, but keep going.", "Jonny wrecked her car. And the next day, she had a new one. She said somebody paid for it. Was it.. Greg? Started with a G.", "Right. Her car was wrecked, no fault of her own, and the insurance probably bought her new car.", "You bought her a car? Can you buy me a car? I need a new one.", "No. Only if it's wrecked through no fault of your own.", "I could get a friend to, you know... I mean, I'm just down the street from the river and we could...", "Stop right now. No. That's fraud. You will go to jail.", "They'll never catch us.", "Did I not mention this phone call is recorded?", "I will not push my car into the river.", "You will not.", "Yes. But what if...", "No. Acts of God, only.", "I haven't been to church in years. If I pray, will you buy me a new car?", "Maybe we should go back to the deductible.", "I'm confused. Is this a religious thing?", "No. Act of Goid is a legal term that includes anything that happens outside of the control of mankind. Stormiss floods, trees falling, etc.", "Oh. Only God can hurt my car to get a new one.", "Well, God or Jonny by driving into it.", "When you said accident earlier, you meant like Jonny running into my car. Then you will cover getting my car be... repairs. Oh! You will fix my car!", "Exactly.", "How much would I pay, again?", "We have plans at the five hundred dollar deductible level, up to one thousand, two thousand, and five thousand.", "You can buy a whole car on Facebook for less than five thousand dollars. Why would anyone choose that?", "If the car is very expensive, and you have a really good job, and you don't think an accident will happen, then a plan with a high deductible means you pay less every month.", "Every month? Pay what every month?", "Oh dear god.", "I pay once.", "You can pay all of your auto insurance once every six months, yes, or you can break it up into monthly payments.", "Well, how much is once? I mean, like, how much do I pay if I pay once?", "I have to run your driving record and we can check. Let me get some info from you.", "My car is so old. It might have an accident. What if I run into someone else? Like, an accident?", "Let's revisit that in a moment. So, let me get your name, address, social, all the information from your driver's license including the number please.", "Oh! Let me find my purse. Hold on.", "Of course. Take your time.", "One second. I'll be right back.", "Sure. Ma'am? Are you there? Hello? I think she hung up." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_757_000", "insurance_757_001", "insurance_757_002", "insurance_757_003", "insurance_757_004", "insurance_757_005", "insurance_757_006", "insurance_757_007", "insurance_757_008", "insurance_757_009", "insurance_757_010", "insurance_757_011", "insurance_757_012", "insurance_757_013", "insurance_757_014", "insurance_757_015", "insurance_757_016", "insurance_757_017", "insurance_757_018", "insurance_757_019", "insurance_757_020", "insurance_757_021", "insurance_757_022", "insurance_757_023", "insurance_757_024", "insurance_757_025", "insurance_757_026", "insurance_757_027", "insurance_757_028", "insurance_757_029", "insurance_757_030", "insurance_757_031", "insurance_757_032", "insurance_757_033", "insurance_757_034", "insurance_757_035", "insurance_757_036", "insurance_757_037", "insurance_757_038", "insurance_757_039", "insurance_757_040", "insurance_757_041", "insurance_757_042", "insurance_757_043", "insurance_757_044", "insurance_757_045", "insurance_757_046", "insurance_757_047", "insurance_757_048", "insurance_757_049", "insurance_757_050", "insurance_757_051", "insurance_757_052", "insurance_757_053", "insurance_757_054", "insurance_757_055", "insurance_757_056", "insurance_757_057", "insurance_757_058", "insurance_757_059", "insurance_757_060", "insurance_757_061", "insurance_757_062", "insurance_757_063", "insurance_757_064", "insurance_757_065", "insurance_757_066", "insurance_757_067", "insurance_757_068", "insurance_757_069", "insurance_757_070", "insurance_757_071", "insurance_757_072", "insurance_757_073", "insurance_757_074", "insurance_757_075", "insurance_757_076" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good afternoon, Rivertown insurance. James speaking. How may I help you today?", "Hi, James. My names Fred. I want to learn about what your insurance would entail for my apartment.", "Id be happy to help you with that.", "So I know Id want to insure my piano. Thats valuable. Probably my TV and computer, too. How do we go about this?", "You might also want to cover other things, like your clothing or jewelry. Think about having to replace those things.", "I'm not really a it's not something Id worry about, replacing my clothing. I don't have that much tied up in what I'm wearing.", "Do you have any family heirlooms or jewelry youd want replaced?", "I do have a large family Bible, but I don't think it could be replaced, exactly. It has all our names going back in it.", "I see what you mean. You can you could always make yourself a copy of the names and store them somewhere, then insure the Bible so youd be able to get something similar if something God forbid did happen.", "Yeah. I had a feeling this could get uncomfortable. Nobody wants to think about losing all their stuff. But without the insurance, where does it leave you, you know? Jeez.", "We offer two different types of renters insurance. Our basic package and our renters preferred package.", "So I don't insure my items indivdually or anything? I mean theres no.", "Right. You pay a certain amount per month, and that comes with a deductable. The preferred package is only twenty-five dollars a month and your deductable for that would be one hundred dollars.", "What's that work out to a year?", "For the preferred package you would pay three hundred dollars a year.", "And what about the other one you mentioned? The simple package.", "Your basic package is two hundred dollars a year, but the deductable is considerably higher. You would pay five hundred dollars toward replacing your insured itemiss Then after that the other then the insurance kicks in and you get the replacement value according to what we insure.", "So I just take a bunch of pictures?", "You take pictures and then we have an assessor come out to your apartment. They verify ownership and then work to determine a market value for all the objects you insure.", "Too bad you can't insure other things. Id like to get my cat back if there was ever an accident.", "Oh yes, thats very understandable. But I'm afraid the technology isn't quite up to that point yet. Someday in the future, I suppose.", "Now what kind of disasters does this insurance cover? Everything but an earthquake?", "Do you have earthquakes where you live?", "No, it was just a question. I mean you never know. Act of God and all.", "Our insurance covers loss in any case of fire or lightning, a windstorm, smoke, vandalism or malicious mischief like theft.", "Oh, I didn't realize you would insure against theft.", "It's what we do. You would also have some liability insurance where if someone was injured in an event like were describing, you would have a dollar amount awarded to cover injuries that party incurs.", "The last place I lived, I didn't need renters insurance, but they made me pay them a deposit for my cat. In case it destroyed things, you know. They tied up four hundred dollars that way. But here the landlord says I have to have insurance covering something like that.", "What sort of package are you interested in purchasing?", "I think the preferred. It depends on the liability limit. What's the liability limit on the basic one?", "Not to give you a well to throw a wrench in things, but you might consider an umbrella package, where your insurance would cover both the kinds of things rental insurance covers, but also anything additional on your car or other vehicle if you have one.", "Let me get back to you on that. I might want to insure my boat that way. But about the liability limit for the basic?", "Your coverage would be to a thirty thousand dollars. The preferred package covers up to one hundred thousand.", "I don't think my stuff is going to work out to be above thirty thousand dollars. Like I say, it's my TV and my piano along with the computer.", "It might surprise you how fast those assets add up. For instance, a hotel stay while your landlord does repairs on the apartment would be something youd want to factor in.", "I hadnt thought of that. Still, how long are you going to be tied up at a hotel?", "Youd be surprised, but the average person has assets totaling thirty two to thirty five thousand dollars.", "I don't see where what I have is anywhere close to that.", "It might help to consider your other furniture, like a couch or table, as well as any appliances you have. Youd want to be able to replace any cookware you have, like knives or everyday dishes as well as china and the like.", "Ah, thats true. What else should I be thinking of?", "When you say computer, do you have any other devices? I imagine you have a phone (laughter).", "I am on a cell phone, yeah. I have a printer and an old iPad that I could probably include here.", "Yes, good. Conisder also that you're you are going to want to include any CDs or DVDs you have. You might also have any cameras you have included in this, fitness equipment. Tools would be a part of what you should consider.", "I do have some nice cameras. I wasn't even thinking of those. Maybe Id better go with the preferred after all.", "A wise choice. You never know what life will throw at you.", "Life is like a box of chocolates, #eh Forrest?", "Ah yes. Thats what Jenny said (laughter).", "Ill need your address to finalize where were go where were going to end up here.", "Sure. I'm at six zero zero East State Street, Adamsville, Alabama.", "Alright, let me get that entered in here. #Hm. Slow as always. Bear with me just a minute.", "It's no problem. I'm not in a hurry tonight.", "I really should have asked for your address first. I haven't been at this very long, I apologize. But it turns out the quote I gave you is accurate. Three hundred dollars a year for the coverage of three hundred thousand dollars.", "I do have some art. My art would be covered under this, correct?", "Yes. Well, you're talking about paintings or sculpture that you bought? Not something you made yourself.", "Yeah, thats what I mean.", "Yes, the art would be covered up to the limit of the coverage you purchase.", "Alright. Youll email me a copy of this conversation?", "We don't make transcripts of our phone conversations, but I can send you the documents describing the conditions of the coverage you're purchasing. It's always possible to make changes.", "Yeah, why would you record our phone conversation? Not that theyre not out there listening to us anyway.", "Sometimes I feel like everything weve said is being written down somewhere for someone to read later. Sort of creepy.", "You mean what weve said here? Who would want to read all that?", "Point well taken. If you provide me with a name and an email address, I can get this all sent off to you. Ill also need to get a credit card number from you.", "Alright. My name is Fred Jones. My email is fjones at yahoo dot com.", "And now the the credit card number for your purchase, and well be all set.", "Great. Let me go get it.", "Take your time.", "Alright. Ive got it here. It's an American Express. The number is four one two four, three zero one three, two seven five six, eight one nine seven.", "Very good. And the CVV?", "Oh yeah. The date is January twenty twenty-four and the CVV is six seven one.", "That about wraps things up, unless you have any more questions for me.", "I forgot about the most important thing. How much liability is covered with this plan? My landlord wants liability coverage of a hundred thousand dollars. Thats the whole reason I called you.", "Right. Well, yes, you would be covered up to one hundred thousand dollars of liability under what you just purchased.", "Ok. That does it then. It's been a pleasure talking with you, James.", "The pleasure was all mine. Have a great day, mister Jones.", "You have a good day, too.", "Goodbye then.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_758_000", "insurance_758_001", "insurance_758_002", "insurance_758_003", "insurance_758_004", "insurance_758_005", "insurance_758_006", "insurance_758_007", "insurance_758_008", "insurance_758_009", "insurance_758_010", "insurance_758_011", "insurance_758_012", "insurance_758_013", "insurance_758_014", "insurance_758_015", "insurance_758_016", "insurance_758_017", "insurance_758_018", "insurance_758_019", "insurance_758_020", "insurance_758_021", "insurance_758_022", "insurance_758_023", "insurance_758_024", "insurance_758_025", "insurance_758_026", "insurance_758_027", "insurance_758_028", "insurance_758_029", "insurance_758_030", "insurance_758_031", "insurance_758_032", "insurance_758_033", "insurance_758_034", "insurance_758_035", "insurance_758_036", "insurance_758_037", "insurance_758_038", "insurance_758_039", "insurance_758_040", "insurance_758_041", "insurance_758_042", "insurance_758_043", "insurance_758_044", "insurance_758_045", "insurance_758_046", "insurance_758_047", "insurance_758_048", "insurance_758_049", "insurance_758_050", "insurance_758_051", "insurance_758_052", "insurance_758_053", "insurance_758_054", "insurance_758_055", "insurance_758_056", "insurance_758_057", "insurance_758_058", "insurance_758_059", "insurance_758_060", "insurance_758_061", "insurance_758_062", "insurance_758_063", "insurance_758_064", "insurance_758_065", "insurance_758_066", "insurance_758_067", "insurance_758_068", "insurance_758_069" ], "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" ], "utterance": [ "Hello. This is Liverpool Art Gallery Janet speaking.", "Hi, Janet. I'm Charles.", "Hi Charles. How's your day going?", "Pretty lousy, actually. I'm depressed.", "I'm sorry to hear that.", "Yeah, I ran my car into a wall so then I couldn't get out, it crunkled up the door. So then when I did get out, the person I was giving a ride to wasn't there. It hasn't been an overall good day.", "I wish I could make that better for you.", "Well, what I'm actually calling about is I wanted to know if you're going to reopen or not and I wanted to change my address.", "Weve got most of the exhibit installed, so well be opening on the fifth.", "Well thats good to hear.", "I can change your address for you. Let me get your record up. What's your full name?", "Charles Franklin Haun.", "Would you spell your last name for me, please?", "Yeah, a lot of people sometimes people have trouble with that. It's H. a. u. n.", "And what would your phone number be, Charles?", "It's four seven one, three five five, six two one seven.", "And do you have your eight digit ID number? The one you were given when you got on our list?", "I don't have it here. Do I need to have it? Can't you just give me a break? I'm having a lousy day. I didn't tell you I can't see my kid anymore.", "I'm sorry to hear that. We have other ways to verify your identity, Charles. Ill just need your social security number and the answer to your security question.", "I don't know my security question.", "Oh, no, I'm sorry. Thats not something you have to know. I read you the question and then you give the answer.", "Oh.", "Yes, but let me have your social security number first.", "My social security number just to change my address on your mailing list?", "It's part of how we identify you. I'm sorry if it's inconvenient.", "It's not inconevient, it's very Big Brother.", "Your brother?", "No, Big Brother, like Big Brother is watching you. I'm not giving out my social security number.", "I do apologize. I can't update your address in our system without verifying it's actually you who wants to change it.", "And I gave you that in the first place? What was I thinking?", "You initiated this call. It would be different if someone were to call you up and start asking you questions.", "A lot of trouble just to update an address.", "Theres not any other information I can collect that would allow me to identify you properly.", "I just don't feel good about it.", "I know you're having a hard day. We do already have your number here on file. All I need is for you to verify it.", "You can read me my social security number and I verify it?", "#Uh, no, not quit. If I did that, I could be giving out your number to anyone who called in and pretended to ask for it.", "I see what you mean. I still don't feel good about it, but I want to get that mailing changed.", "I promise you your number is by us kept safely here.", "My number is two four two, oh one, five one seven one.", "Very good. And now the security question.", "All that and you need a security question answer, too?", "It's a simple question. What is the name of your childhood friend?", "Who would I have meant by that? I didn't give you the name of a pet or something, did I? I mean you're asking me this after the day I'm having. And all I wanted to do was get down to the store and pick Penny up, and now I can't see Doug anymore.", "You didn't have someone you spent time with as a child?", "I used to draw with a boy named Mark. Is that what you have there?", "Yes, Mark is the answer. We can change your address now.", "All this hassle just to change my address.", "Will it be changing right away, or are you moving soon and just updating the address now?", "I move next week.", "Great. Ill make a note of that. Maybe with a new place things will feel better for you. A fresh start.", "It's something like that, actually.", "So what is the new address you're going to be at?", "It's seventy-six hundred South Range Road.", "And what about the city and state?", "Salem, Ohio.", "And the zip?", "Four four four six oh.", "All right!", "I'm surpised you didn't ask me what my old address was.", "Ah, that wasn't necessary because of the other information you provided. I really do hope your day gets better, Charles.", "It may just.", "Is there anything else I can help you with while youve got me on the phone?", "No, I don't think when did you say you were opening up again?", "We reopen to the public on the fifth.", "Fine. Ill be in then or the next day.", "Great. Well look forward to seeing you then. Do have a better day.", "All right. You too.", "Goodbye, Charles.", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_759_000", "insurance_759_001", "insurance_759_002", "insurance_759_003", "insurance_759_004", "insurance_759_005", "insurance_759_006", "insurance_759_007", "insurance_759_008", "insurance_759_009", "insurance_759_010", "insurance_759_011", "insurance_759_012", "insurance_759_013", "insurance_759_014", "insurance_759_015", "insurance_759_016", "insurance_759_017", "insurance_759_018", "insurance_759_019", "insurance_759_020", "insurance_759_021", "insurance_759_022", "insurance_759_023", "insurance_759_024", "insurance_759_025", "insurance_759_026", "insurance_759_027", "insurance_759_028", "insurance_759_029", "insurance_759_030", "insurance_759_031", "insurance_759_032", "insurance_759_033", "insurance_759_034", "insurance_759_035", "insurance_759_036", "insurance_759_037", "insurance_759_038", "insurance_759_039", "insurance_759_040", "insurance_759_041", "insurance_759_042", "insurance_759_043", "insurance_759_044", "insurance_759_045", "insurance_759_046", "insurance_759_047", "insurance_759_048", "insurance_759_049", "insurance_759_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": [ "Thank you for calling Rivertown Insurance. This is Amy, how may I help you, today?", "Hi Amy, Macy Nolan calling. I am not sure what I need to do but my bank, they said they need me to prove that I have insurance and the papers I have aren't good enough.", "Ok, I see, no problem. I can help with that. What you need is a Declaration Page.", "Oh, whew! That is great, I was so worried. We just bought a new you know and I don't want anything to mess that up.", "Sure, I understand. Let me see here, Macy. I just need some information from you so that I can pull up the right thing for you.", "Okay.", "I have your name, just just your Date of Birth please and Customer Number when you're ready.", "Yeah ok, my birthday is April seventeenth nineteen ninety three.", "Perfect, got it. Your Customer Number, please?", "That's uh-oh I lost it. Which one is it?", "No problem, on the top right hand corner of any letters you get from us, you will find it there. It's eight digits long.", "Oh, okay here it is I have it now, That's one seven six seven three nine zero one, yeah.", "Thank you, Macy. Give me just a second here...", "Okay.", "There we are. Now would you like me to print that for you or would you prefer that I fax it straight to our bank?", "#Um, oh could you send it to the bank and maybe send me a copy too? Is that too much to ask?", "No, no that's just fine. Let me verify that you still live at the same address on Elm Street?", "Yes, eleven forty Elm, that's me.", "Okay, great. Now, which bank do I need to send this to for you?", "My bank is Forester Bank on, what's that, oh Lester Street!", "Very good, do you have their fax number?", "No, is that a problem? I could call them and ask for it, I guess.", "No problem, I am sure we have it here on file.", "Ok, thank you so much! I was so stressed out about this. We have the new house and a baby on the way, just so much planning and things to take care of.", "Oh, hey nothing to worry about, Macy. We will have you all set here in no time.", "Whew, thanks.", "Oh, sure.", "How long will it take for them to get it?", "I am pulling up their number now and setting up the transfer. They show here that they have an email that I can scan to directly, so that should only take a moment.", "Great, thank you so much.", "No problem, that's what we're here for!", "I am so glad we switched to you guys. That last agent was a jerk, sorry I shouldn't say that but he was. All about money if you ask me that one.", "Ok, Macy. Is there anyone at the bank that you want me to set this as special attention to, someone you have been dealing with directly that would be looking for it?", "Yes, yes that would be Dale something. I don't know his last name but I think he is the only Dale there. Scary dude with a bushy beard.", "I will mark it for Dale, then.", "Okay.", "So, Macy the mail has already gone out for today, so I will set your copy aside and make sure that goes out with our batch for tomorrow. You should receive that in a few days.", "What a releif! Thank you, Amy, you're awesome.", "No problem! Is there anything else that I can assist you with today?", "Actually, you know what? I think I have a payment due.", "Let me see here, just one more second.", "I thought it might be due this week?", "Actually, I am showing that you made your last payment on the twelveth so you are due in about two weeks on the thirteenth.", "Oh, ok, I I think I will wait then until Ron's pay comes next week I will call back with that and talk to you then,. Ron wants me to set up automatic payments but they just make me too nervous.", "That's fine, you don't have to. If you ever change your mind, remember you can make that switch any time twenty-four hours a day on the Rivertown's website. You just log in with that customer number.", "I might, I don't know. Maybe after things calm down a litlle bit I will. I don't know.", "Is there anything else I could do for you today, Macy?", "No, that's it I think. I will call you next week to pay.", "We will be here! You have a wonderful day now and thank you for calling Rivertown.", "Thank you, bye-bye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_760_000", "insurance_760_001", "insurance_760_002", "insurance_760_003", "insurance_760_004", "insurance_760_005", "insurance_760_006", "insurance_760_007", "insurance_760_008", "insurance_760_009", "insurance_760_010", "insurance_760_011", "insurance_760_012", "insurance_760_013", "insurance_760_014", "insurance_760_015", "insurance_760_016", "insurance_760_017", "insurance_760_018", "insurance_760_019", "insurance_760_020", "insurance_760_021", "insurance_760_022", "insurance_760_023", "insurance_760_024", "insurance_760_025", "insurance_760_026", "insurance_760_027", "insurance_760_028", "insurance_760_029", "insurance_760_030", "insurance_760_031", "insurance_760_032", "insurance_760_033", "insurance_760_034", "insurance_760_035", "insurance_760_036", "insurance_760_037", "insurance_760_038", "insurance_760_039", "insurance_760_040", "insurance_760_041", "insurance_760_042", "insurance_760_043", "insurance_760_044", "insurance_760_045", "insurance_760_046", "insurance_760_047", "insurance_760_048", "insurance_760_049", "insurance_760_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 Rivertown Insurance, my name is Adam. How may I help you?", "Hi Adam, I need to remove the automatic payment thing from my account.", "Sure, I just need a bit of information to find you in the system here.", "Okay.", "What is your name, please?", "William Albertson Jr.", "Ok, thank you William.", "Sure.", "Your date of birth?", "August seventh, nineteen fifty.", "Perfect, thank you. One more item, do you have your customer number?", "Oh, yes. Hold for a minute, I left it on the table.", "Absolutely, take your time.", "Ok, is it the one at the bottom or the top?", "The number is located at the top right of the page, Sir.", "Ok, thanks... so nine nine three, four seven six one one.", "Perfect, thank you William.", "Yeah, can we take that payment thing off?", "Sure, I can take care of that.", "Thank you, I thought I would like it but I would rather just mail in my check like before.", "That's no problem, William. Would you like me to keep your credit card information in the system in case you want to call in your payment in the future?", "#Um, well no I don't want to do that either. I need to see it in my checkbook, ya know? The old fashioned way is better for me.", "Ok, that's no problem at all. I see you have notifications set to come to email.", "Yeah.", "Are the emails working for you or would you rather receive a paper bill in the mail?", "#Uh, you know I know what day my payment is due. Save yourself the paper.", "Alright then we will leave that the way it is.", "Thank you. am I finished?", "Your auto pay has been removed.", "Great, that was terrifble to keep up with. Every time that payment came out, it messed up all my math and my whole budget got throwed off.", "I am sorry to hear that, William. Many of our customers like it.", "Well, not me.I like do to my own thinking.", "I understand. Is there anything else I can take care of for you today?", "Yeah, will my payment still be due on the tenth?", "Yes, I show the tenth of each month.", "Good.", "It will be good to keep in mind that we hold all checks for ten days after we receive them to clear your bank. So, you will not see it deducted from your account right away.", "Right, right then I should send it in early or I could just come to the office and pay #huh?", "Of course you are always welcome to come in person and to pay early, but your account will be marked with a pending payment on the day received.", "#Ah, yeah yeah but you won't mark me paid until the bank says I have the money.", "Right, but there will be no late fees or anything while we hold so long as we receive the check or you come in by the tenth.", "Ok, now I got ya. Well, better go get some lunch. Millie made meatloaf last night and all I want is a cold meatloaf sandwhich.", "Sounds delicious! You are making me hungry.", "She is the best cook, my pant size can prove it . Maybe when she bakes her famous butterscotch cookies we will being some by the office for the crew.", "Aw, how kind.", "Better off for me if we don't have too many of those in the house .", "It has been a pleasure speaking with you today Wiiliam. Your account is up to date and in order. If there is anything else don't hesitate to call us.", "Thank you young man.", "Absolutley, enjoy that meatloaf and have a great weekend.", "Bye-bye now.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_761_000", "insurance_761_001", "insurance_761_002", "insurance_761_003", "insurance_761_004", "insurance_761_005", "insurance_761_006", "insurance_761_007", "insurance_761_008", "insurance_761_009", "insurance_761_010", "insurance_761_011", "insurance_761_012", "insurance_761_013", "insurance_761_014", "insurance_761_015", "insurance_761_016", "insurance_761_017", "insurance_761_018", "insurance_761_019", "insurance_761_020", "insurance_761_021", "insurance_761_022", "insurance_761_023", "insurance_761_024", "insurance_761_025", "insurance_761_026", "insurance_761_027", "insurance_761_028", "insurance_761_029", "insurance_761_030", "insurance_761_031", "insurance_761_032", "insurance_761_033", "insurance_761_034", "insurance_761_035", "insurance_761_036", "insurance_761_037", "insurance_761_038", "insurance_761_039", "insurance_761_040", "insurance_761_041", "insurance_761_042", "insurance_761_043", "insurance_761_044", "insurance_761_045", "insurance_761_046", "insurance_761_047", "insurance_761_048", "insurance_761_049", "insurance_761_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 Rivertown Insurance, my name is Anna. How may I help you, today?", "Hi, we moved and I want to tell you my new address so you have that.", "Ok sure, we can do that no problem. Who am I speaking with today, please?", "Oh, geez, yeah that would help if I gave you my name, huh? This is Alex Murphine.", "Hi Alex! I beleive we have spoken before.", "Yeah maybe, I don't know.", "So, Alex if you could provide me with your date of birth and customer number please we will get this taken care of.", "Yeah, my birth date is November twenty-third and that's nineteen sixty-eight.", "Good, good. Okay.", "I have my customer number right 'cuz I knew you'd be asking. It's eight four two three two two seven one.", "Excellent, so let's see what we have here.", "Yeah.", "So, I have your address as fourteen Olive Drive apartment seventy-six in Lawrence.", "Yeah, that needs to change to my new house.", "Okey doke, let me get to the right screen here, there we go. What day do you need this change to be documented?", "", "Have you already moved?", "Not completely no. We will be all settled hopefully by the nineteenth if the movers do their job.", "Ok, so we can make this change today no problem and I will set things to change officially on the nineteenth for you.", "That sounds good, I guess.", "Whenever you are ready, go ahead with the new address.", "Ok, the house is at four four seven Lucas Lane.", "Got it. Would that be in Fairmont?", "Yes ma'am Fairmont and the zip is five five zero seven seven.", "That is a house you stated, so just to clarify no more apartment number?", "Right, thank God! I am so glad to be getting out of the apartment finally.", "That is wonderful, I am pleased to hear that. Now, are you still going to be renting?", "Yes, yes. I talked to Brian about that a couple of days ago and he said he was taking care of that.", "Ok, yes. I see his note here. Did he go over the changes with you?", "No he said it would take a couple of days to get everything ready or whatever.", "Ok, let me catch you up real quick then since I have you on the line and he is out until Thursday.", "Yup, go ahead then.", "Your new payment will increase but only by fifteen dollars and that will not be due until the next billing cycle.", "Ah, that's not bad.Will we be keeping our same due date too?", "Yes, your due date will remain to be the fifth of each month.", "Ok, good.", "There is always the option of paying three, six, or twelve months also if you wanted to set that up.", "#Uh maybe. I will have to talk to my wife about that one. Let's just keep it monthly for now.", "Sure, no problem. Just let us know whenever you want to make that change, it only takes a few minutes to set up.", "Does that make it any cheaper than paying every month?", "For sure if you do the six month or yearly plan. You would save about one to two hundred annually, so definately worth considering.", "Ok, thanks.", "No problem, Alex. Is there anything else I could help you with today?", "Nope, that covers it.", "So just to finish up here. I have updated your address to the new house on Lucas Lane and that will change over for you on the nineteenth.", "Sounds good! Thanks a bunch.", "You're welcome, have a great weekend!", "You too, and tell Brian thanks for his help the other day.", "Sure, I will pass that along.", "Thanks, Bye now.", "Bye-bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress", "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_762_000", "insurance_762_001", "insurance_762_002", "insurance_762_003", "insurance_762_004", "insurance_762_005", "insurance_762_006", "insurance_762_007", "insurance_762_008", "insurance_762_009", "insurance_762_010", "insurance_762_011", "insurance_762_012", "insurance_762_013", "insurance_762_014", "insurance_762_015", "insurance_762_016", "insurance_762_017", "insurance_762_018", "insurance_762_019", "insurance_762_020", "insurance_762_021", "insurance_762_022", "insurance_762_023", "insurance_762_024", "insurance_762_025", "insurance_762_026", "insurance_762_027", "insurance_762_028", "insurance_762_029", "insurance_762_030", "insurance_762_031", "insurance_762_032", "insurance_762_033", "insurance_762_034", "insurance_762_035", "insurance_762_036", "insurance_762_037", "insurance_762_038", "insurance_762_039", "insurance_762_040", "insurance_762_041", "insurance_762_042", "insurance_762_043", "insurance_762_044", "insurance_762_045", "insurance_762_046", "insurance_762_047", "insurance_762_048", "insurance_762_049", "insurance_762_050", "insurance_762_051", "insurance_762_052", "insurance_762_053", "insurance_762_054", "insurance_762_055", "insurance_762_056", "insurance_762_057", "insurance_762_058", "insurance_762_059", "insurance_762_060", "insurance_762_061", "insurance_762_062", "insurance_762_063", "insurance_762_064", "insurance_762_065", "insurance_762_066", "insurance_762_067", "insurance_762_068", "insurance_762_069", "insurance_762_070" ], "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" ], "utterance": [ "Hello, thank you for caling Rivertown Insurance. My name is Rick, what can I help you with today?", "I'd like to change my password, please.", "Certainly. I'll need some information to verify your identity first though, alright?", "Sure, I guess so.", "Your name, please?", "Missy Albright.", "Is Missy the name exactly as it is on your policy?", "Yes.", "M. i. s. s. y. a. l. b. r. i. g. h. t.?", "Yes.", "And your date of birth please?", "Novenmber tenth two thousand one.", "Eleven ten two zero zero one, correct?", "Yes.", "Do you have your customer number?", "Yes. It's two two six nine three eight three five.", "That's two two six nine three eight three five?", "Yes.", "Okay miss Albright, may I ask you if you believe your account has been compromised?", "Not that I'm aware of.", "That's good news.", "I just want to change it to something I can remember. The one I have now I have to look it up every time I want to use it. It's a real pain in the butt.", "I see. You are aware, of course, that your password should be something that's not easily recognized? Or guessed?", "Yeh, I guess so.", "I'd like to make a suggestion or two if I may?", "Sure, why not?", "Please don't use your birthday or anyone else's who's close to you, such as a relative, boyfriend or close friend.", "Okay, but why not?", "That's usually the first thing hackers attempt.", "Really? I didn't know that.", "Also don't use addresses or phone numbers. They're the second thing hackers try and they're also easily attainable.", "Wow, you learn something new every day!", "Yes, I suppose so.", "So how do I change it?", "Well, you can change it through me on the phone, or you can change it on our website.", "I didn't even know you had a website.", "We do!", "Then I think I'd like to change it online, I think.", "Would you like me to walk you through the process?", "You can do that?", "Sure, just keep me on the line while you're on the computer.", "Okay, let's try that, I'll be right back.", "Okay, I'll hold.", "Hello, are you still there? I need the website, I mean address, I mean URL.", "Certainly. It's Rivertown insurance dot com.", "All one word?", "Yes.", "Okay, give me a minute.", "Certainly.", "#Um, it's not working.", "What do you mean?", "Riverton insurance, right?", "No. Rivertown, r. i. v. e. r. t. o. w. n. i. n. s. u. r. a. n. c. e.", "Ohhh, I got it. Okay, it's loading. There it is.", "Okay, click on account at the top right of your screen.", "I see it. Okay, I clicked.", "Now enter your customer number.", "#Um, okay. Done.", "Now you should see a few different options. One says policies, one says account information, one says.", "I see them. Click on account information, right?", "Right.", "Okay. I think I can do this by myself. #Er but thank you for offering to help.", "Certainly.", "Actually you were a big help. I didn't even know you had a website, remember?", "I remember. If you have any problems just give us a call back. Or you can check the FAQ's on the website.", "Okay.", "Is there anything else I can help you with today?", "No, I think I'm set, thanks.", "You're welcome. Enjoy your day.", "Thanks, you too. Bye.", "Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_763_000", "insurance_763_001", "insurance_763_002", "insurance_763_003", "insurance_763_004", "insurance_763_005", "insurance_763_006", "insurance_763_007", "insurance_763_008", "insurance_763_009", "insurance_763_010", "insurance_763_011", "insurance_763_012", "insurance_763_013", "insurance_763_014", "insurance_763_015", "insurance_763_016", "insurance_763_017", "insurance_763_018", "insurance_763_019", "insurance_763_020", "insurance_763_021", "insurance_763_022", "insurance_763_023", "insurance_763_024", "insurance_763_025", "insurance_763_026", "insurance_763_027", "insurance_763_028", "insurance_763_029", "insurance_763_030", "insurance_763_031", "insurance_763_032", "insurance_763_033", "insurance_763_034", "insurance_763_035", "insurance_763_036", "insurance_763_037", "insurance_763_038", "insurance_763_039", "insurance_763_040", "insurance_763_041", "insurance_763_042", "insurance_763_043", "insurance_763_044", "insurance_763_045", "insurance_763_046", "insurance_763_047", "insurance_763_048", "insurance_763_049", "insurance_763_050", "insurance_763_051", "insurance_763_052", "insurance_763_053", "insurance_763_054", "insurance_763_055", "insurance_763_056", "insurance_763_057", "insurance_763_058", "insurance_763_059", "insurance_763_060", "insurance_763_061", "insurance_763_062", "insurance_763_063", "insurance_763_064", "insurance_763_065", "insurance_763_066", "insurance_763_067", "insurance_763_068", "insurance_763_069", "insurance_763_070", "insurance_763_071", "insurance_763_072", "insurance_763_073", "insurance_763_074", "insurance_763_075", "insurance_763_076", "insurance_763_077", "insurance_763_078", "insurance_763_079", "insurance_763_080", "insurance_763_081", "insurance_763_082", "insurance_763_083", "insurance_763_084", "insurance_763_085", "insurance_763_086", "insurance_763_087", "insurance_763_088", "insurance_763_089", "insurance_763_090", "insurance_763_091", "insurance_763_092", "insurance_763_093", "insurance_763_094", "insurance_763_095", "insurance_763_096", "insurance_763_097", "insurance_763_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": [ "Good afternoon, thank you for caling Rivertown, your complete source for all things insurance. My name is Jenny, how can I help today?", "Hello Jenny, I'd like to cancel my plan.", "I can certainly help with that, may I ask why?", "I got a new job and they have it.", "Ok, we'll talk more about that in a minute, but first I need to identify you, okay?", "Okay.", "Do you have your customer number handy?", "#Um, no.", "That's okay. Your name is?", "Renaldo.", "#Uh-huh. And your last name?", "Garcia.", "Okay mister Garcia. Can I get your date of birth please?", "#Er, eight twenty ninety-four.", "Okay. I'll read all your information back to you when were done, okay?", "Yeh.", "And your social?", "My social security number? Sure. It's five five four three six seven four two eight.", "Now I'll just need you to answer your security question. The question is What's the name of your childhood best friend?", "Oh wow. Not sure I remember. Try Russell. Russell White.", "Fantastic. Ok, here we go Renaldo Garcia, August twentieth nineteen ninety-four, five five four three six seventy-four twenty-eight.", "#Uh-huh.", "Russell White, all correct?", "Yes ma'am.", "Yes, Russell White is the correct answer. Alrighty then, now we'll discuss your request. I'm assuming the plan you want to cancel is life insurance by what you said earlier, because you have a few policies with us. Am I right?", "Yes ma'am, life insurance. My work's human resource department suggested if we already have certain insurance coverages, like health, disability and life, it might be a good idea to cancel them because they, my work, has excellent coverage.", "The other policies you have with us are home and automobile it says here.", "Yes.", "Were you aware that if you have three or more plans with us, we bundle them, thereby reducing your cost on all three?", "No ma'am.", "Do you have a pet?", "No.", "Well, if we cancel the life insurance, you won't have three plans anymore and your rates will increase. Since you don't have a pet, we can't add that and we don't have any other policies you could add.", "Oh. How much will they increase?", "I'm not sure offhand. #Um I can find out and get back to you, would you like me to do that?", "Yes please.", "I'll need your policy numbers.", "I don't have those in front of me right now, can I call you back with them?", "Absolutely. Do you know the particulars of your work's life insurance plan? Like, will you be able to borrow against it? Can you transfer it? What conditions of death it does and doesn't cover? What's the.", "Excuse me but does and doesn't cover?", "Yes.", "What's that mean?", "Well, an example is most life insurances won't cover suicide.", "What else?", "Most won't cover a death within a certain amount of time from when the insurance was purchased.", "What do you mean?", "Like if your insurance is purchased today and you died next week, your death wouldn't be overed and your beneficiary wouldn't be able to collect.", "Really? What's the time frame?", "That's what you need to find out from your work.", "I see.", "I'm going to give you a list of things to ask them, but first I'll need your policy numbers to be able to determine your new costs after you cancel your policy with us. I'll hold if you can go look for them now.", "Ok, I'll go do that. Hold on.", "Absolutely.", "Hello? I'm back, are you there?", "Yes, I'm here.", "Life insurance is number a. eight five five e. o. three six.", "Is that a. eight five five e. zero three six?", "Yes.", "Okay, and home?", "number c. three two three g. one o., I mean zero seven.", "c. three two three g. one zero seven, correct?", "Yes and auto is number f. one one six h. four seven nine.", "F. one one six h. four seven nine.", "Yes.", "Ok mister Garcia, I will have to get back to you with those figures, but first here is a list of questions you should ask your human resources department about their life insurance, ok?", "Okay.", "First is the policy amount. How much is the cap and is it prorated.", "Prorated? #Er, what's that mean?", "Well, it means if you die, say, three years before the cap's been met, will your beneficiary only receive a percentage of the cap. So say your cap is one hundred thousand dollars.", "#Uh-huh.", "and you've paid into the policy long enough to meet eighty percent of the cap.", "What do you mean paid into the policy long enough to meet eighty percent of the cap?", "Okay, let's say each payment that's made on your insurance is worth one hundred dollars of insurance. Some policies are worth what you purchased them for, the entire one hundred thousand dollars, after the first payment's been made. And your beneficiary will receive that entire amount no matter when you die and no matter how much you've paid into them.", "#Uh-huh.", "But some policies accumulate worth, up to the purchased amount, based on how many payments you've made, how much you've paid into them. So again, let's say each payment is worth one hundred dollars of insurance, and there's been fifty payments so when you die, the policy would only be worth five thousand dolars instaed of one hundred thousand. Do you understand so far?", "I think so.", "The pro of those policies I described second is that usually, once you've made enough payments to have reached the cap, you can borrow against the policy, up to the amount you've paid after the cap's been met. Does that make sense?", "#Um, no.", "#Uh, let's see if I can be more clear. Pretend you've made payments every month for five years. Your insurance is now worth one hundred eighty two thousand five hundred dollars. But you bought the policy for one hundred thousand dollars. So there's an excess, above your cap, of eighty-two thousand, five hundred dollars. You'd be able to borrow money against your policy up to that excess amount of eighty-two thousand five hundred dollars.", "Oh, okay, I think I get it now. So the second type is better?", "Not necessarily. Which type is better would be dependent on your age, your health, a lot of factors. And some insurance companies don't offer you a choice. That's why you need to find out more information about your work's insurance, does that make sense?", "Yeh, it does. But why wouldn't they tell us this?", "They probably do, it would be in your insurance literature they give in your human resources welcome packet. You did get one of those, didn't you?", "Yeh, but who reads those?", "Well, you should, for one .", "Yeh, I guess you're right. What else?", "Okay, you'll want to ask if they have a choice on insurances, when the cap is met, when the insurance goes into effect, when it can be collected on, how much can be.", "Can you slow it down a little? I'm writing this down.", "Absolutely. Let's see how much can be collected, will you be able to borrow against it, can you transfer your existing insurance.", "#Uh-huh.", "what types of death it does and doesn't cover, and how much insurance is each payment worth. Oh! And how much is the payment per month.", "Okay, gotcha. Anything else?", "I don't think so but did you want to go ahead and cancel your existing insurance with us now, or wait until you find out more about your work's insurance?", "I think I should probably wait, what do you think?", "I think that's a wise choice.", "Then you'll be hearing back from me after I speak to my work.", "Sounds good, mister Garcia. I hope I was of some help for you today.", "Were you ever! Thank you and enjoy the rest of your day.", "Thank you, and you as well. Good-bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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I'm Jacob, how may I assist you today?", "Hi there. I just bought a condo so I need some insurance. Can you help me with that? Or do I.", "Oh no, ma'am, I can certainly help you.", "That's great because I really didn't want to get passed around. #Um, you do have insurance for condominiums then? Because I don't need homeowners or, what's it called? #Um, not landlord.", "No ma'am. You're thinking of renter's insurance. No, we.", "Yes! That's it! Renter's insurance. Yeh, I don't need that because I bought the place.", "Yes ma'am. Do you have any kind of insurance with us currently?", "As a matter of fact I do. I bought a car sometime last year, a very nice Mercedes, but boy did it cost a fortune. As did your insurance. My policy went through the roof after I bought that car.", "Yes ma'am. I'm sure it did, Mercedes are not inexpensive.", "No, theyre not, this is true.", "Yes ma'am. Do you happen to have your account number on hand?", "#Um, no, I don't believe I do where is it on your paper?", "I'm sorry, could you repeat that please?", "Your paper, your paper, you know, the thing that tells me what's covered, how much it covers and the like.", "Oh! You mean your policy.", "Yes, yes, that's it. My policy. Where is my account number on my policy?", "Well, ma'am, it should be directly below your name and address. It's an eight digit number. Starts with, let's see, for car insurance it starts with a c.", "Oh, yes, I see it now. Did you need it?", "Yes ma'am.", "C. three two three eight oh seven four.", "C. three two three eight zero seven four. Did I get that right?", "Yes you did indeed.", "May I now please have your first and last name?", "Of course. Madylyn Harris.", "M. a. d. e. l.", "No, no, no, no e., a y.", "Okaym. a. d. y. l. i. n.", "No, no, no! M. a. d. y. l. y. n. Madylyn Harris. H. a. r. r. i. s. Harris.", "Oh, I gotcha, please forgive me for misspelling it. I'll need to change it in our system, give me justonesecthere, all fixed. M. a. d. y. l. y. n. h. a. r. r. i. s. Did I get it right this time?", "Yes indeedy you did, sir.", "#whew Thank goodness! All I need now is your date of birth. Just for verification purposes.", "Well, I was going to say! You should never ask a lady her age, but then I guess you didn't exactly do that did you? .", "No ma'am, I did not.", "Well then. My birthday is oh one oh three seventy-six.", "Ah, January third, nineteen seventy-six. Great year for wine! So, do you know which plan you wanted?", "Dear, I didn't even know if you had the insurance I wanted, much less what plan.", "Yes ma'am. Well, we have two options Basic or Preferred. Basic is five hundred dollars per year, preferred is six.", "Six hundred?", "Yes ma'am.", "Well, now that we have the difference in price down, how about you fill me in on what the difference is on the policies?", "Yes ma'am! The basic covers your basics fire, theft, water damage from old pipes. Is your condo on the top floor or bottom floor?", "They're all on street level, two stories, nothing above or below.", "That's good. So yeh, fire, theft, water damage from rusted pipes, vandalism - with a police report, same with theft. It also covers accidents on the property. Like, say, someone fell down your steps, we'd cover hospital costs, doctor bills, that sort of thing.", "Well, what exactly makes the premium, premium then?", "Premium covers earthquake and flood damge. As we don't have many earthquakes here, you probably wouldn't need the premium.", "Yes, but what about flooding?", "Do you live on a hill?", "Yeh.", "On top or at the foot or somewhere in the middle?", "Towards the top, why?", "Because you probably won't ever be the victim of flooding because the water will all roll downhill.", "Uh-huh, and that's pretty smart of you! I never would have thought of that!", "Yes ma'am.", "Is there a difference of how much you pay out?", "No ma'am. Both plans pay out the same and have the same riders. The only differences are what I've already explained earthquake and flood coverage. But I would like to ask if you have a pet or if you have life insurance by chance?", "Why, yes to both.", "Well then, before I take your payment for the condo insurance, Oh, #jeez, I never asked which policy you wanted, I just assumed .", "[Laughter] no, I think you pretty much answered for me. And actually I'd ike to thank you for your honesty!", "[Laughter].", "And actually I'd ike to thank you for your honesty!", "You're very welcome! But I'd like to let you know about one of our programs we have that benefit people who have several policies.", "#Uh-huh, but I don't have several policies.", "But if you have three or more policies with us, we can bundle them and save you some money. #Er, life insurance is good to have, not that I think you're old or anything.", "#Uh-huh.", "But life insuance is good to have just in case anything unexpected happens to you, and if it doesn't, God willing, you can borrow against it later on, after you've paid into it for awhile.", "Borrow something that was mine to begin with?", "#Er, yes ma'am, sort of, #eee, it's a little tricky to explain, but you're buying more money from us than you're paying for it. But after a certain amount of time, it kind of reverses, so we're willing to basically let you have some of it back, does that make any sense to you?", "I guess. How much is it?", "Well now, that depends. We have Term Life, Whole Life and Universal Life policies. They're a little complicated to explain, because they're very different in price as well as coverage. Do you have time for me to go over it all with you right now? Because I would be more than happy to.", "#Huh? No, no, no, I don't have time and my head hurts too much to learn all that rigamarole right now. Which reminds me, you don't by any chance have some water, do you?", "Of course, ma'am, let me get you some.", "Thank you kindly young man. My mouth is definitely parched? Is that the word I want?", "I believe so miss Harris. Here's your water.", "Thank you so much again. Now what about pet insurance? Do you have any what's it called again?", "I'm not sure what you mean, ma'am. Any what?", "Oh, you know! Oh #jeez, what's the word? You know, it's on paper and tells you, tells you.", "#Uh-huh.", "tells you all about something, #oh what's it called?", "Let me think. #Hm, you don't mean literature do you?", "Yes! Yes! That's it, literature! Do you have literature on pet insurance I could, you know, take home with me?", "Absolutely!", "Ok then, I'll just take that home with me and mull over it for a while.", "Alrighty then. I'll get that together for you, along with your new condo policy.", "Condo policy! I almost forgot all about it!", "And I need to get payment from you, too.", "Ah yes, it always comes back to money.", "Well, I've got your policy right here on my screen, I just need to get a little more information from you, if that's okay.", "Shoot.", "Did you want to pay the entire year, or go with our monthly payment option?", "How much was it again please?", "#Er, five hundred for the year, or forty-nine each month with a down payment of one hundred twenty-five dollars, plus the month's payment. So, if you choose to pay monthly, today's payment will be one hundred seventy-four dollars.", "My goodness! That's highway robbery! Almost, what, two hundred or five today? I mifght as well just pay the five.", "As you wish. Now, I'll need your credit card number please.", "Certainly. #Hm, the card's here somewhere. Oh, there it is! Four two nine eight three six six seven.", "One second please. Four two nine eight three six six seven.", "Uh-huh. Two four oh five oh oh five three.", "Ok, so four two nine eight three six six seven two four zero five zero zero five three. Correct? And the expiration date?", "April sixteen two thousand twenty-five.", "Ok, great. And the c. v. v. number please?", "Nine four six.", "Alrighty miss Harris, you're all set. Thanks for coming in and it was a pleasure. Oh, here, don't forget your policy and your literature!", "[Laughter] No, I won't. And thank you for all your help. Enjoy your day.", "You too miss Harris, and thank you again. Bye now.", "Bye-bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Randi, how can I help today?", "Hi. I was wondering I want to need to create an account.", "Sure, I can help with that.", "A customer account I think it is.", "Absolutely. I'll need some information from you, okay?", "I spoke with someone the other day. About insurance. But we got disconnected and I got distracted before I could call back and then I forgot.", "That's fine. So, let's get started, okay?", "Okay.", "First, what's your name please?", "Jimmy Hostler, James Hostler, h.o.s.t.l.e.r.", "Got it. James Hostler. And your phone number?", "Nine two five seven seven oh three two five six.", "Could you repeat that please, and maybe slow down just a tad?", "Nine, two, five, seven, seven, oh, three, two, five, six.", "Thank you, James. Next, I'll need your date of birth and social security number.", "Date of birth is three seventeen seventy.", "That's March seventeenth nineteen seventy, correct?", "Yes ma'am.", "And your social?", "five four two one seven one eight nine nine four.", "Five four two.", "No, five two four.", "Oh, okay, sorry about that. Five two four one seven one eight nine nine four, is that right?", "Yeh.", "And your address please?", "Sixty-six North Circle Drive apartment two b., Concord California, nine two five three two seven.", "Let me repeat that back to you. Six six North Circle Drive apartment two b., Concord California.", "Yeh.", "And the zip is nine two five two seven, correct?", "Yeh.", "Do you have an e-mail you'd like to give us? One we can contact you with?", "I dunno.", "We'd also send confirmations, copies of your policies, things like that.", "Well, okay, I guess. I was just told by a friend to never give out my e-mail. He said people can steal your identity with it, or something like that.", "I understand. And it's probably not a good idea to give it out willy-nilly, but it'll be okay if you give it to us.", "Okay. It's Jimmy h. twenty-one...j.i.m.m.y.h.two one at hotmail dot com.", "Gotcha. Jimmy h. twenty-one at hotmail dot com.", "Yeh.", "I take it you prefer to be contacted by phone though, right?", "Yeh.", "Text or call?", "Phone call please.", "And I also take it you prefer paper over digital copies?", "Yeh.", "Okay, I'll make a note of both. We'll still send you copies via e-mail though, just in case. And now we need a security question so we know it's you when you call.", "Okay.", "How about What's your mother's maiden name?", "Okay.", "Great. So, what is your mother's maiden name?", "Johns, j.o.h.n.s.", "Got it. Now I've got all the information I need, let's let the computer do it's stuff. This may take a minute or two.", "Okay.", "So how's your day been?", "Okay I guess.", "Anything exciting happen?", "No, not really.", "What kind of insurance were you looking for?", "Not sure what all I need.", "Well, you live in an apartment, did you want renter's insurance?", "No.", "Oh, you already have that kind of insurance?", "No.", "It's good to have, in case of a fire, or a burglary, or any number of other things that could happen.", "I don't have anything that's worth anything. Come here Pootsie. Come up on Daddy's lap.", "Oh, you have a pet! Wait, do you have a pen and paper?", "I can get one. Why?", "I have your customer account number to give you. You really should write it down, and any information I give you about insurance.", "Okay, hang on a few minutes.", "Okay.", "I'm back.", "Your customer account number is five five six two eight four six seven two zero h. Do you want to repeat it back to me please?", "Five five six two eight four six seven two oh h.", "Correct. And I hear you have a pet?", "Yeh.", "Is it a cat, a dog?", "A dog.", "Then you'll want pet insurance. It covers accidental death, and also any injury or illness. It will pay the vet bills for injury requiring surgery and injury or illness requiring a hospital stay. Do you think you might be interested in that?", "Maybe. Does it cover medications?", "Well, we have different plans, but yes, you can get a plan that includes coverage that pays fifty percent of prescriptions.", "How much more is it?", "Ten dollars.", "A month?", "Yes.", "Whew. What's your basic plan? The cheapest. I'm not made of money you know.", "None of us are, I guarantee you! Our most basic plan covers accidental death, like if your pet gets hit by a car and dies because of it. It will also cover forty percent of any hospital stay up to a week and eighty percent of the vet visit fee for injury or illness. It will also cover seventy percent of surgery costs due to injury.", "How much is that?", "Eighty dollars a month and illness and injury coverage each have a two week waiting period.", "What's that mean?", "It means if your dog gets sick or hurt before two weeks have passed since you started the insurance, coverage for those two items won't have gone into effect so they won't be covered.", "What? That's highway robbery!", "It's because people come to us when their pet is already sick.", "Well, that's just crazy. Are all your policies like that? The two weeks thing?", "Yes sir.", "Well, I'm just gonna have to think about that. Can you send me information about the different plans? Cuz I gotta go.", "Yes sir, I'll send it out today. I'll also send it via e-mail. Was there anything else I could help you with today?", "No, no, not now. But I'll be calling back after I look over your plans. Thank you for all your help today. But I gotta go now.", "Ok mister Holster, we look forward to speaking with you again. And thanks for calling Rivertown Insurance.", "You're welcome, and I expect to get that information soon. Goodbye.", "You'll have it. Thank you again. Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_766_000", "insurance_766_001", "insurance_766_002", "insurance_766_003", "insurance_766_004", "insurance_766_005", "insurance_766_006", "insurance_766_007", "insurance_766_008", "insurance_766_009", "insurance_766_010", "insurance_766_011", "insurance_766_012", "insurance_766_013", "insurance_766_014", "insurance_766_015", "insurance_766_016", "insurance_766_017", "insurance_766_018", "insurance_766_019", "insurance_766_020", "insurance_766_021", "insurance_766_022", "insurance_766_023", "insurance_766_024", "insurance_766_025", "insurance_766_026", "insurance_766_027", "insurance_766_028", "insurance_766_029", "insurance_766_030", "insurance_766_031", "insurance_766_032", "insurance_766_033", "insurance_766_034", "insurance_766_035", "insurance_766_036", "insurance_766_037", "insurance_766_038", "insurance_766_039", "insurance_766_040", "insurance_766_041", "insurance_766_042", "insurance_766_043", "insurance_766_044", "insurance_766_045", "insurance_766_046", "insurance_766_047", "insurance_766_048", "insurance_766_049", "insurance_766_050", "insurance_766_051", "insurance_766_052", "insurance_766_053", "insurance_766_054", "insurance_766_055", "insurance_766_056", "insurance_766_057", "insurance_766_058", "insurance_766_059", "insurance_766_060", "insurance_766_061", "insurance_766_062", "insurance_766_063", "insurance_766_064", "insurance_766_065", "insurance_766_066", "insurance_766_067", "insurance_766_068", "insurance_766_069", "insurance_766_070", "insurance_766_071", "insurance_766_072", "insurance_766_073", "insurance_766_074", "insurance_766_075", "insurance_766_076", "insurance_766_077", "insurance_766_078", "insurance_766_079", "insurance_766_080", "insurance_766_081", "insurance_766_082", "insurance_766_083", "insurance_766_084", "insurance_766_085", "insurance_766_086", "insurance_766_087", "insurance_766_088", "insurance_766_089", "insurance_766_090", "insurance_766_091", "insurance_766_092", "insurance_766_093", "insurance_766_094", "insurance_766_095", "insurance_766_096", "insurance_766_097", "insurance_766_098", "insurance_766_099", "insurance_766_100" ], "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", "Agent" ], "utterance": [ "Thanks for calling Rivertown Insurance. This is Mike. How can I.", "Hi Mike.", "help?", "I'm looking for new car insurance for my n- new car.", "Congratulations!", "Thanks.", "Happy to help. #Um who am I speaking with?", "Frank Alter.", "Thanks, Frank. Can you spell your last name for me, please?", "A as in alpha. L as in left. T as in today. E as in enter. R as in ready.", "Great. Can I get a good contact number for you?", "Yes, it is seven three four seven six three six oh two two.", "That was seven three four seven six three six zero two two. Correct?", "yes.", "And do you currently have an account with Rivervi- Rivertown Insurance? Sorry.", "[Laughter] No problem. No, I don't have an account yet.", "Okay, I can get that set up for you as well. But first let's discuss your insurance options.", "Sure.", "What is the make, model and year of your new car?", "It's a red twenty twenty Pontiac Dream with all-wheel drive, sport package, anti-theft, and auto-pilot. It also has the tow package and front winch.", "Wow, great find! Those rides are hard to come by.", "You- you're telling me. Was on a five year waiting list.", "Whew! Well let's get you taken care of. We offer three coverage t- tiers f- for your Pontiac. Given the trouble you went through to get it, I recommend our Complete Auto package for two thousand dollars a year. That includes road.", "I received a offer for f- for fifteen hundred per year for your complete package. Is this some kind of joke?", "Oh I- I'm sorry for any confusion. Do you have a confirmation promo number?", "Yeah, I got some junk mail with the offer on it. Can you hold while I go grab it?", "Of course. Take your time, Frank.", "#Hm Okay, got it. Looking for the number.", "Good. The promo number is often in the lower right corner of.", "Promo number zero one d one five zero zero.", "Perfect. That was zeor one d as in dog one five zero zero?", "Yes.", "Checking the promo now. One moment.", "Okay.", "Alright, I have the offer details here. This offer the promo is valid for one year of our Complete Auto package at the Pre- Preferred Auto package rate of fifteen hundred a per year.", "Right.", "After the first year, premium will revert to the then current rate for the Complete Auto pack #eh package. Sorry. We will.", "It's okay.", "notify you in advance of upcoming price changes.", "Sparky, stop barking. I can't hear. I'm sorry what was that last part?", "Oh, I understand. [Laughter] Got two dogs of my own. I just said you will be notified before any changes to your premiumiss.", "#Ah right, got it.", "Now the Complete Auto package includes free roadside assistance and a low one hundred dollar deductible for accidents.", "Ya- yeah, let's go with that one.", "Awesome. In order to begi- #eh complete your request we just need to create your account and pay- payment arrangements.", "Mhm.", "Can I get your date of birth please?", "Four two eight two.", "Okay, that was April fourth nineteen eighty two?", "Yes.", "And what is yo- the best email address to send confirmations and temporary insurance cards?", "#Uh Frank dot Alter at Appen dot com.", "Thanks.", "Mhm.", "Okay, what's your full home address including zip code?", "One seven three Germania street Franklin Indiana. Zip code four eight nine nine five.", "Great. Was that four eight nine five five?", "No, four eight nine nine five.", "Oh, sorry. Four eight nine nine five.", "Right.", "Finally, can you provide your social security number please?", "#Uh what? Why do you need that? I can't have you running my credit now.", "I- I understand your concern. The social security number is required to establish valid identity. I assure assure you your credit report will not be accessed as a- a result.", "#Ah okay, fine. Seven three seven eight eight one oh two one.", "Thank you. That was seven three seven eight eight one zero two one.", "Yeah.", "Now for security purposes, we need to create a security question for account access. You can choose from mother's maiden name, favorite pet name, high school mas-.", "I'll use my mother's maiden name. Tripleton.", "Okay, the answer to your security question of what is your mother's maiden name is Tripleton, correct?", "Yes, correct.", "Thanks. One moment.", "Mhm.", "Alrighty, your account has been created. For online access you w- will need to access the email that was just sent to create a pa- password.", "Right.", "Do not share your password with anyone. Rivertown Ins- Insurance will never ask for your password.", "Okay, got it.", "Last, I will need the vehicle identification number for your new Pontiac.", "Got it here somewhere. Just a sec.", "Sure.", "Here we go. One two h b h four one j m nine zero x two three one h one.", "That w- was one two h b h four one j m nine zero x two three one h one, correct?", "Yep.", "Thanks. Would you like to set up automatic payments at this time?", "Can I do that in my acc- online account?", "#Uh yes, you can.", "Okay, I- I'll just do it later then.", "That's fine. Your new insurance policy is effective today and you should receive you- your temporary proof of insuance in your email within two hours.", "Thanks so much.", "You're welcome. Now that we have your car in- covered is there anything else I can help setup for you? Sparky sounds like a close friend. Do y- you h- have or considered having pet insurance?", "Pet insurance? What's that?", "Rivertown Insurance offers Petcare Basic and P-Petcare Preferred to cover routine and emergency medical expenses for your pets.", "Interesting. Is it expensive?", "Our basic offer is five hundred per year and the preferred plan is one thousand a year. The biggest difference in the two is the deductible for emergency and routine care.", "I am interested but I've got to get going. Can you send me more info?", "Absolutely. I am sending an email with all the details now.", "Thanks.", "No problem. Have I addressed your reasons for calling today?", "Yes, yeah that's it.", "Great. Then I just want to thank you for being a new Rivertown Insurance customer. Be sure to reach out with any questions or co- concerns.", "Thanks, Mike. Have a good day.", "Thank you, Frank. Enjoy yo-." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_767_000", "insurance_767_001", "insurance_767_002", "insurance_767_003", "insurance_767_004", "insurance_767_005", "insurance_767_006", "insurance_767_007", "insurance_767_008", "insurance_767_009", "insurance_767_010", "insurance_767_011", "insurance_767_012", "insurance_767_013", "insurance_767_014", "insurance_767_015", "insurance_767_016", "insurance_767_017", "insurance_767_018", "insurance_767_019", "insurance_767_020", "insurance_767_021", "insurance_767_022", "insurance_767_023", "insurance_767_024", "insurance_767_025", "insurance_767_026", "insurance_767_027", "insurance_767_028", "insurance_767_029", "insurance_767_030", "insurance_767_031", "insurance_767_032", "insurance_767_033", "insurance_767_034", "insurance_767_035", "insurance_767_036", "insurance_767_037", "insurance_767_038", "insurance_767_039", "insurance_767_040", "insurance_767_041", "insurance_767_042", "insurance_767_043", "insurance_767_044", "insurance_767_045", "insurance_767_046", "insurance_767_047", "insurance_767_048", "insurance_767_049", "insurance_767_050", "insurance_767_051", "insurance_767_052", "insurance_767_053", "insurance_767_054", "insurance_767_055", "insurance_767_056", "insurance_767_057", "insurance_767_058", "insurance_767_059", "insurance_767_060", "insurance_767_061", "insurance_767_062", "insurance_767_063", "insurance_767_064", "insurance_767_065", "insurance_767_066", "insurance_767_067", "insurance_767_068", "insurance_767_069", "insurance_767_070", "insurance_767_071", "insurance_767_072" ], "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" ], "utterance": [ "Thank you for calling Rivertown Insurance, where everything is better on the river. My name is David, how can I help you?", "Hi, David, my name is Marvin Wisniewski, and I need to get my policy number.", "Marlon like Marlon Brando, and can you spell the last name for me?", "No, no. Marvin like the Martian.", "Marlon the Martian? I don't...", "Marvin. M as in Mary, A as in Apple, R as in Robert, V as in Victory. I as in Igloo, N as in Nancy.", "Oh! Marvin! Got it! Last name?", "Wisniewski.", "That's W I S... Wis-what?", "W as in washer, I as in igloo, S as in Sam, N as in Nancy, I as in Igloo, E as in egret, W as in washer, S as in Sam, K as in Killer, and I as in iglooo.", "Wow! You've done this before.", "Every phone call. Every one.", "So I have M as in Mike, A as in apple, R as in Romeo, V as in Victor, I as in India, N as in November for Marvin.", "That's correct.", "W as in Whiskey, I as in India, S as in Sierra, N as in November, I as in India, E as in Echo, W as in Whisey, S as in Sierra, K as in Kilo, and I as in India.", "Correct. It's Polish. Do you gys have to memorize those spellings?", "You mean like do they make us remember As as in alpha, sir?", "Yea, yea.", "I have a sheet of paper, sir. It's internationally standadized.", "Oh, ", "I need to confirm some of your information real quick. Can you give me the address and phone number on file?", "We've moved across town and haven't updated.", "No worries. Let's confirm your previous address and phone, and we'll change it in a moment.", "Sure, sure. We were at ten forty-nine Webster Ave, Decatur, Georgia three zero zero thirty three. Our phone number was four seven oh nine one nine eight six four seven.", "Got it. And your date of birth. And, if there is someone else on the policy, their name or names and their dates of birth.", "I was born October seventeenth of eighty-two. My wife is on the policy, her name is Carol Wisniewski - same spelling - and her date of birth is October eighteenth of eighty-two.", "You married a younger woman, congratulations, sir.", "I remind her every day. .", "Great and let me check the security questions. The first...", "We're not done yet?", "No, sir. Because your number changed, I have to do a few extra steps. Do you have access to email right now?", "Yes.", "You're going to get an email from me and you'll have to click the link. Can you do that while on the phone?", "OK. Hold on.", "Holding.", "G mail is pulled up.", "Give me your e-mail that's on the account.", "Of course. It's Marvin underscore Martian underscore eighty-two at gmail dot com.", "What's with the Martian thing? Are you an astronaut - that's awesome!", "You don't know who Marvin the Martian is? He's a cartoon character?", "Not on my cartoons.", "With Porky the Pig and Daffy Duck?", "I don't understand, sir, I'm sorry. Maybe my parents would know.", "#ugh.", "I'm sending something to your email when you get it, just click the link. While we wait, what is mother's maiden name?", "Hoover, like the vacuum.", "I have a Roomba.", "That's nice. I got the link and I'm clicking. Hold one moment.", "Holding. Got your response! And you're confirmed, mister Wis - Marvin. mister Marvin.", "Great. My policy number, please?", "Of course. One final check for that information.", "What?", "It's a personal identifier, we have identify personally you are who you say you are.", "K.", "What are the last four of your social?", "Six nine nine six.", "Wonderful. Are you ready to write down your policy number, or would you like me to email it the Martian address?", "Just email it.", "Great - do you want to update your home address and your phone number right now?", "The phone number I called in from is my new number.", "Go ahead and say I can confirm, please.", "#Ugh It's four zero sever eight eight nine forty forty.", "You're phone number is updated, and the address?", "Can I do it online a little later?", "Sure but it's no...", "Yea, but I've kind of got thing going on.", "Oh! I didn't mean to hold you up. Wait, why did you need the policy number?", "Oh. I just caused a seven car accident, They'll probably get me on a DUI. Beer cans all over the place. My wife left me. You know, the usual.", "Sir, wait we can do that ", "It's been enough minutes, and the cop is telling me he needs to arrest me.", "Hold on..", "Have a good one! You've been a great help!", "But sir, I Well, I'm gonna a write up on that later." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetPolicyNumber" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_768_000", "insurance_768_001", "insurance_768_002", "insurance_768_003", "insurance_768_004", "insurance_768_005", "insurance_768_006", "insurance_768_007", "insurance_768_008", "insurance_768_009", "insurance_768_010", "insurance_768_011", "insurance_768_012", "insurance_768_013", "insurance_768_014", "insurance_768_015", "insurance_768_016", "insurance_768_017", "insurance_768_018", "insurance_768_019", "insurance_768_020", "insurance_768_021", "insurance_768_022", "insurance_768_023", "insurance_768_024", "insurance_768_025", "insurance_768_026", "insurance_768_027", "insurance_768_028", "insurance_768_029", "insurance_768_030", "insurance_768_031", "insurance_768_032", "insurance_768_033", "insurance_768_034", "insurance_768_035", "insurance_768_036", "insurance_768_037", "insurance_768_038", "insurance_768_039", "insurance_768_040", "insurance_768_041", "insurance_768_042", "insurance_768_043", "insurance_768_044", "insurance_768_045", "insurance_768_046", "insurance_768_047", "insurance_768_048", "insurance_768_049", "insurance_768_050", "insurance_768_051", "insurance_768_052", "insurance_768_053", "insurance_768_054", "insurance_768_055", "insurance_768_056", "insurance_768_057", "insurance_768_058", "insurance_768_059", "insurance_768_060", "insurance_768_061", "insurance_768_062", "insurance_768_063", "insurance_768_064", "insurance_768_065", "insurance_768_066", "insurance_768_067", "insurance_768_068", "insurance_768_069", "insurance_768_070", "insurance_768_071", "insurance_768_072", "insurance_768_073", "insurance_768_074", "insurance_768_075", "insurance_768_076", "insurance_768_077", "insurance_768_078", "insurance_768_079", "insurance_768_080", "insurance_768_081", "insurance_768_082", "insurance_768_083", "insurance_768_084", "insurance_768_085", "insurance_768_086", "insurance_768_087", "insurance_768_088", "insurance_768_089", "insurance_768_090", "insurance_768_091", "insurance_768_092", "insurance_768_093", "insurance_768_094", "insurance_768_095", "insurance_768_096", "insurance_768_097", "insurance_768_098", "insurance_768_099", "insurance_768_100", "insurance_768_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", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "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. Trevor speaking. How can I help?", "Hi. My name i- is Carson. I just bought a car from Frank Brown Used Auto on highway eight in Crystal Falls. He hooked me up with new pol- policy with you guys. Now I need to create an account to take advantage of an a paperless billing promo or something like that. He said it was ten bucks off each month for signing up. I don't need to get paper.", "I understand and.", "statements anyway.", "I- I- I'll be happy to help get that setup. Now you said you.", "Thanks.", "no problem. Now you said you already have a policy but need to create and online account for billing and pay- payments. Correct?", "Yes, but I- I'm supposed to get some kind of like discount for doing it. Right?", "Yeah, it does depend on the policy you purchased but.", "Right?", "but I can check that out once we get your account created.", "Well, wait so you're gonna take my info then tell me I don't get the the dis- discount?", "Oh yes I'm sorry. I- I see your point. In th-.", "I'm sure.", "that case, let me tell which policies and customers are eligible for the paperless billing promo before we continue.", "Okay.", "So like for auto auto insurance, both the Preferred Auto and Complete a- Auto policies are eligible for the paperless dicount. Customer must be in good standing at the time of account creation and must remain in standing in good standing to continue to receive the discount.", "Right?", "So Carson, can I- I ask which policy you purchased so we ca- can like get you setup today?", "I have the expensive one. The the.", "Great! The Complete Auto pack- policy.", "Yeah I- I think so.", "Perfect Carson. And is this your first policy with Rivertown Insurance?", "Yeah it is. What di yo usay your name was?", "Trevor.", "Thanks. Yes it is my f- first policy Tre- Trevo- Tr- Trev- Trevor. [Laughter] Sorry, tongue's too fat for my mouth today I guess. [Laughter].", "[Laughter] No problem. Based on this info you will qualify for the dis- paperless discount.", "Good.", "Next I just need to get some info to get your online account ready.", "Okay.", "Let's start with the policy number. Do you have tha-.", "Okay that's right here. shit where'd it go? One minute. I just had it.", "No problem. Take you ti-.", "Okay it's seven two eight three five se- seven oh nine six three three oh two.", "Thanks. Let me just confirm that was seven two eight three five seven zero nine six three three zero two.", "Yeah.", "Great. One moment while I look that up.", "Sure.", "Okay. Now I just need to confirm your account de- details. Can you confrim the first and last name on the account please?", "Yeah, Carson Early. Four seven eight Williams st, Chicago Illinois six oh oh one eight.", "Perfect. Thank you for that.", "Yep.", "Okay and wi- wha- [Laughter] Sorry. Let me try that again.", "[Laughter] Right?", "So now that I've confirmed you're account details let's get the online account going with that paperless billing discount.", "Okay.", "What's the email address you'd like to use for a- access o- #eh and billing receipts and notifications?", "Carson dash Early at Google dot com.", "Thanks. That was Carson dot Early at Google dot com?", "No. It's Carson dash Early.", "sorry about that.", "at Google dot com.", "Okay. I have Carson dash Early at Google dot com. Correct?", "Yeah that's it.", "Thanks and #eh sorry for that.", "No problem. [Laughter].", "Alright. And do you agree to receive billing notices including payment notices as well as policy changes and all other policy related information at this email?", "Yeah.", "Great. Y- you will receive a verification email shortly to confirm your email wi- and acceptance of the terms.", "When you first login from the link provided in the email we- you will need to create a password and security questions to complete account registration.", "Alright. Sounds good.", "Now once you complete complete registration you will see an offer for paperless billing. Ju- just click in the just select the yes box to complete the paperless billing setup. Then going forward all communications will be sent electronically. If you.", "Done. Thanks.", "Huh?", "I got the email already and got my confirmation and completed paperless billing setup.", "Oh. Awesome. Th- that was fast.", "Yep. Thanks again.", "You- you-re welcome. I just want to make sure I I've handled all your concerns. We got your online account set up for your new car policy. Is there.", "No. That will be all.", "anythi-.", "Okay. If there's nothing else I can help yo- you with Carson, I would like to thank you for being a valued Rivertown Insurance customer.", "Thanks.", "Do you have the roadside assistance and policy claim numbers already?", "I think so.", "Okay. If if not you can find them in your online account under the contact us tab.", "Thanks. Wait. Trevor do you guys offer that insuarance for like if you your dog get's injured?", "Pet Insurance. Absolutely Carson! We gotta take care of all our family members. [Laughter].", "[Laughter] For sure. My lab stepped on something in the woods last week. Like we don't even know what it was really but.", "Oh wow! Scary.Is ssh- are th- they okay?", "She is now but her pad was tore and needed stitches.", "Oh good.", "Never realized how expensive emergency pet care could be. Almost a grand for three stitches.", "Wow! She's okay now at least right?", "Yeah, she will be soon.", "Well we can certainly he- help reduce the cost of future accidents and even routine vet visits. We offer two tiers for pet insurance. Basic and Preferred.", "Uh-huh.", "Our basic will cover future emergency visits with a low deductible. The preferred plan has a zero deductible and also includes vet visits.", "okay. How much?", "Preferred pet is one thousand a year and basic is five hundred per year.", "I'm not sure. I may have to discuss this with the wife.", "I understand.", "She wasn't happy with the cost of the hospital bill to begin with. [Laughter].", "[Laughter] Well if you go with the preferred plan on a monthly plan the- then the monthly cost would be just eighty four bucks a month.", "Well thats a a better tag then the grand. I'm sure she'll go with that.", "Great.", "But I'll still need to confirm before pulling the trigger.", "For sure. Well you have our number just give us a call back when you're read- ready to add the pet insurance.", "I will do that Trevor. Thanks.", "You're welcome Carson. Anything else I can help with today?", "No. I think that's it. You've been a real help, Trev.", "My Pleasure. Have a great day, Carson. Good bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_769_000", "insurance_769_001", "insurance_769_002", "insurance_769_003", "insurance_769_004", "insurance_769_005", "insurance_769_006", "insurance_769_007", "insurance_769_008", "insurance_769_009", "insurance_769_010", "insurance_769_011", "insurance_769_012", "insurance_769_013", "insurance_769_014", "insurance_769_015", "insurance_769_016", "insurance_769_017", "insurance_769_018", "insurance_769_019", "insurance_769_020", "insurance_769_021", "insurance_769_022", "insurance_769_023", "insurance_769_024", "insurance_769_025", "insurance_769_026", "insurance_769_027", "insurance_769_028", "insurance_769_029", "insurance_769_030", "insurance_769_031", "insurance_769_032", "insurance_769_033", "insurance_769_034", "insurance_769_035", "insurance_769_036", "insurance_769_037", "insurance_769_038", "insurance_769_039", "insurance_769_040", "insurance_769_041", "insurance_769_042", "insurance_769_043", "insurance_769_044", "insurance_769_045", "insurance_769_046", "insurance_769_047", "insurance_769_048", "insurance_769_049", "insurance_769_050", "insurance_769_051", "insurance_769_052", "insurance_769_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": [ "Hi! #Uh thanks for calling Rivertown insurance is there anything I can help with?", "Uh-huh my #daughter just got married she's changing insurances ", "Congratulations! I'm sure you're very happy now.", "Oh yeah it was great but now I have to change all this stuff ", "#Ah yes I can help you with that, so do you have your daughter on file as a dependent?", "#Um mhm she should be.", "D you want to go ahead and remove her from the plan today?", "Huh, yeah I guess. #Um.", "Could I get your first and last name?", "My first name is Jordan like Michael Jordan and my last name is Michael like Michael Jordan .", "Woah what a name .", "Yep Jordan Michael born June seventh nineteen seventy five that's me .", "Jordan Michael born on zero six zero seven nineteen seventy five?", "Yep.", "#Uh could you give me your customer number?", "Huh what's that?", "#Uh eight digit long number we put the number on your card and also on our webstite ", "Whoa can I just use my social and stuff instead?", "Yeah I'll just need your social and the phone number you have on file.", "#Uh well my social is five five six seven eight four three two two.", "five five six seven eight four three two two?", "Mhm and just use this number ", "four three seven eight nine nine six five four eight? #Uh this number?", "Yep that's it.", "mister Michael do you know your policy number?", "Uh-oh no but I know my plan is the Whole Life Insurance.", "Oh ok! Then your policy number is three two three three seven eight four two one one.", "Could you repeat that? Sorry.", "No problem! three two three three seven eight four two one one.", "Mhm thanks.", "Could you tell me your daughters first name?", "Florentina is her name.", "Spell that for me please?", "#Uh f.l.o.r.e.n.t.i.n.a.", "Mhm got it. #Uh does she share your last name mister Michael?", "Nah actually her last name is different #Uh I'm trying to remember how to pronounce it.", "Could you spell it for me instead?", "Oh yeah that's probably easier it's x.e.n.o.t.h.i.l.i.a.", "X.e.n.o.t.h.i.l.i.a got it.", "Whew.", "I should tell you that when the removal becomes complete your cost will increase ", "Oh! #Um yeah I already know that's all fine.", "Mhm alright so just confirming before finalizing the change you want to remove Florentina Xenothilia?", "Yep that's all.", "Alright your next payment is in seventeen days you should see the increase obviously.", "Mhm okay thank you.", "Is there any other way I could help you today sir?", "#Um no I think I'm all good but thank you.", "Your welcome sir. We appreciate the call.", "Oh actually just in case if we ever needed to add her back could we?", "Yes sir that's no problem you would just need to call here again and an agent should help you.", "Yay, thanks again have a good day!", "You too sir, goodbye.", "Seeya sucker." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_770_000", "insurance_770_001", "insurance_770_002", "insurance_770_003", "insurance_770_004", "insurance_770_005", "insurance_770_006", "insurance_770_007", "insurance_770_008", "insurance_770_009", "insurance_770_010", "insurance_770_011", "insurance_770_012", "insurance_770_013", "insurance_770_014", "insurance_770_015", "insurance_770_016", "insurance_770_017", "insurance_770_018", "insurance_770_019", "insurance_770_020", "insurance_770_021", "insurance_770_022", "insurance_770_023", "insurance_770_024", "insurance_770_025", "insurance_770_026", "insurance_770_027", "insurance_770_028", "insurance_770_029", "insurance_770_030", "insurance_770_031", "insurance_770_032", "insurance_770_033", "insurance_770_034", "insurance_770_035", "insurance_770_036", "insurance_770_037", "insurance_770_038", "insurance_770_039", "insurance_770_040", "insurance_770_041", "insurance_770_042", "insurance_770_043", "insurance_770_044", "insurance_770_045", "insurance_770_046", "insurance_770_047", "insurance_770_048", "insurance_770_049", "insurance_770_050", "insurance_770_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": [ "Hello Rivertown Insurance, Conner here can I help you.", "Hello do you hear me?", "Mhm yes sir I sure do.", "Uh-huh I I'm moving to my new house ", "Oh nice! #Uh were you looking for homeowners insurance?", "Nah well maybe not now I don't think I need my renters insurance ", "Oh so you want to cancel your old plan?", "Mhm yeah I guess you can help me with that right?", "Uh-huh could I get your first and last name? also also your date of birth?", "Mhm George Lexus.", "Uh-huh Jorge with a j?", "Nah it's George with a g, g.e.o.r.g.e.", "Uh-huh got it.", "And I was born April tenth nineteen eighty two.", "Got it, do you have your customer number?", "Mhm yeah I have some numbers here is it nine digits long right?", "No sir eight digits.", "Oh try eight one one two two four three one or one three three two one five six eight.", "Uh-huh alright the second one worked. #Um.", "Oh one three three two one f-five six eight? That one?", "Mhm that's it. Do you have your policy number?", "Uh-oh no I don't think I have that.", "That's fine you said renters right, were you under our basic plan or preferred plan?", "Jeez it it's the preferred I think.", "What was your rate?", "Huh thirty dollars a m-month.", "Mhm that's our preferred plan your policy number is eight five one ", "Sorry could you repeat that slower I'm trying to write it down.", "Mhm ready?", "Yep.", "Eight five one.", "Mhm.", "#Uh nine five three.", "Uh-huh.", "#Um two two.", "Mhm.", "Well you won't really need the number if you're cancelling right? .", "Oh I guess you're right ", "I'm ready to complete the cancellation sir just need your confirmation again.", "Yep go ahead!", "Alright all done mister Lexus can I help you with anything else?", "Uh-huh could I get your contact information conner? #Um for when I need my quote and all that.", "Mhm of course sir. If you give me your #email I can contact you further about that.", "Oh it's g lex three at gmail dot com.", "Mhm I sent you an email for verification could you let me know when you get it?", "Mhm.", "Is that all you need for today mister Lexus?", "Mhm think so I got the email by the way, click on the link?", "Yep, after that just wait for my email and that's it.", "Alright thank you Conner!", "Yes sir no problem have a good day! Goodbye!", "Goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_771_000", "insurance_771_001", "insurance_771_002", "insurance_771_003", "insurance_771_004", "insurance_771_005", "insurance_771_006", "insurance_771_007", "insurance_771_008", "insurance_771_009", "insurance_771_010", "insurance_771_011", "insurance_771_012", "insurance_771_013", "insurance_771_014", "insurance_771_015", "insurance_771_016", "insurance_771_017", "insurance_771_018", "insurance_771_019", "insurance_771_020", "insurance_771_021", "insurance_771_022", "insurance_771_023", "insurance_771_024", "insurance_771_025", "insurance_771_026", "insurance_771_027", "insurance_771_028", "insurance_771_029", "insurance_771_030", "insurance_771_031", "insurance_771_032", "insurance_771_033", "insurance_771_034", "insurance_771_035", "insurance_771_036", "insurance_771_037", "insurance_771_038", "insurance_771_039", "insurance_771_040", "insurance_771_041", "insurance_771_042", "insurance_771_043", "insurance_771_044", "insurance_771_045", "insurance_771_046", "insurance_771_047", "insurance_771_048", "insurance_771_049", "insurance_771_050", "insurance_771_051", "insurance_771_052", "insurance_771_053", "insurance_771_054", "insurance_771_055", "insurance_771_056", "insurance_771_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 Emily here insurance agent for Rivertown Insurance could I help you today?", "Mhm #yup my name is Kylen I called like three days ago.", "Huh Kylen Darko?", "Yep! That's me.", "Date of birth September fifth nineteen ninety nine?", "Yep you got it.", "Do you have your customer number?", "Mhm I do two five six five four one three two.", "Two five six five four one three two?", "Yep.", "So you had said you wanted to enroll in Petcare Preferred plan? Did you take a look at those quotes I emailed?", "Mhm I did the price looks good I just wanted to make sure the coverages are right. #Um.", "Uh-huh I could go through the coverages for you right now if that would help.", "Oh yeah that would be great please if you could.", "#Um we offer coverages for food and nutrition prevention for fleas ticks, and heartworm.", "Oh nice!", "Mhm we also #cover wellness checks veterinary medical care, supplies for your pet, and.", "Whoa there's even more?", "Uh-huh yes there is . Petcare Preferred also covers bathing, grooming and boarding if needed.", "Whoa that's great so would you recommend the yearly rates or annual.", "#Hm well based on your profile I would recomment the yearly rate, it's worth it to commit for the long haul.", "Mhm I get that.", "Any other questions for me?", "Mhm so if my dog were to break a leg or something bad like that it would be covered right?", "Mhm yes sir that's included in the veterinary medical care coverage.", "Oh Nice. #Um medicine too?", "Uh-huh prescription medicines would go under veterinary medical care as well.", "Huh seems like you guys cover everything!", "Mhm up to a certain extent of course.", "Well everything sounds g-good to me lets get this show on the road.", "Of course could you read me out your credit card information please?", "Mhm give me a second to grab my wallet ", "Uh-huh take your time.", "Oh there it is! #Um the number is seven three one.", "Seven three one.", "#Uh four five six two four four.", "Four five six two four four.", "Mhm nine nine eight two one five three.", "#Uh nine nine eight two one five three.", "Yep.", "Seven three one four five six two four four nine nine eight two one five three checks out?", "Yep nailed it.", "The expiration date?", "Uh-huh it's March twent thirty four.", "#Hm got it. #Um the CVV number?", "That's the three digits? right?", "Mhm.", "Oh okay two five four is that number.", "Alright your payment is processing now, #would you like me to email your receipt?", "Mhm please.", "Okay is wadecountycitizenthreeohfive at yahoo still a good email for you?", "Yep.", "Alright sir the payment is finished processing and email sent.", "Oh great thank you so much.", "Your welcome anything else I could help you with?", "Nah I'm alright thanks.", "Goodbye!", "Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_772_000", "insurance_772_001", "insurance_772_002", "insurance_772_003", "insurance_772_004", "insurance_772_005", "insurance_772_006", "insurance_772_007", "insurance_772_008", "insurance_772_009", "insurance_772_010", "insurance_772_011", "insurance_772_012", "insurance_772_013", "insurance_772_014", "insurance_772_015", "insurance_772_016", "insurance_772_017", "insurance_772_018", "insurance_772_019", "insurance_772_020", "insurance_772_021", "insurance_772_022", "insurance_772_023", "insurance_772_024", "insurance_772_025", "insurance_772_026", "insurance_772_027", "insurance_772_028", "insurance_772_029", "insurance_772_030", "insurance_772_031", "insurance_772_032", "insurance_772_033", "insurance_772_034", "insurance_772_035", "insurance_772_036", "insurance_772_037", "insurance_772_038", "insurance_772_039", "insurance_772_040", "insurance_772_041", "insurance_772_042", "insurance_772_043", "insurance_772_044", "insurance_772_045", "insurance_772_046", "insurance_772_047", "insurance_772_048", "insurance_772_049", "insurance_772_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": [ "Rivertown insurance, you're speaking to Dwayne.", "Mhm good afternoon Dwayne how are you doing.", "Just great what about you sir?", "Likewise I was calling because I was thinking of making changes to my plan ", "Uh-huh sure let me just get your basic info and start looking at your plan for you.", "Oh thank you my name is Henry Skalitz.", "Sorry could you spell Skalitz for me Henry.", "Yep it's s.k.a.l.i.t.z.", "Got it thank you. I'll also need your date of birth and your costumer number if you know it.", "Mhm well I was born November twenty fourth nineteen eighty one.", "Eleven twenty four nineteen eighty one got it.", "Yep.", "And the customer number?", "#Um I think it's in my notes.", "#Hm.", "#Uh six five five four seven eight five four three two two.", "Whoa the customer number is only eight digits sir.", "Oh sorry I see it now Nine four six seven zero zero one two? That should be it.", "Mhm. Yes sir it worked, now I'll be needing your policy number ", "Mhm I have that, eight six five four two eight nine four.", "U-huh, I see here you are under the Preferred Auto plan.", "Eee I don't know if I would say preferred ", "#Hm sorry to hear that are you displeased with your plan or benefits?", "Yep. I actually called to cancel the plan.", "Uh-oh, is there anyway I could change your mind on that sir?", "Eee probably not I already have another company in mind ", "Whoa would you mind telling me what company it is?", "#Hm why?", "Maybe we could come to some sort of agreement, maybe I could match even.", "#Hm alright it's Laketown Insurance.", "What kind of p-package are they offering you?", "Eee basically your premium tier plan at the cost of your mid tier plan.", "Did they give you a fixed fee on that?", "Mhm.", "Well I wish it was different but I can't lie to you sir that is offer we cannot match.", "Oh? Really? That's too bad well I guess let's go ahead with the cancelling right?", "#Um yes sir if that's what you want.", "Mhm.", "Did you want to cancel today are set cancellation to a later day?", "Could you set it to cancel after the last payment of this month?", "Sure, the fifteenth of March right?", "#Uh yeah I guess.", "Okay sir before I complete the cancellation I have to confirm with you one last time.", "Yep pull the plug please Dwayne.", "Gotcha.", "It's been a pleasure Dwayne.", "Thank you mister Skalitz, sorry I couldn't fix your problems with us today.", "#Ah don't worry about it I was going to cancel no matter what .", "Mhm well thank you for the call mister Skalitz if you ever want to renroll just call this number again.", "Thank you Dwayne, I won't be needing anything else. Goodbye.", "Bye! Have a good day!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_773_000", "insurance_773_001", "insurance_773_002", "insurance_773_003", "insurance_773_004", "insurance_773_005", "insurance_773_006", "insurance_773_007", "insurance_773_008", "insurance_773_009", "insurance_773_010", "insurance_773_011", "insurance_773_012", "insurance_773_013", "insurance_773_014", "insurance_773_015", "insurance_773_016", "insurance_773_017", "insurance_773_018", "insurance_773_019", "insurance_773_020", "insurance_773_021", "insurance_773_022", "insurance_773_023", "insurance_773_024", "insurance_773_025", "insurance_773_026", "insurance_773_027", "insurance_773_028", "insurance_773_029", "insurance_773_030", "insurance_773_031", "insurance_773_032", "insurance_773_033", "insurance_773_034", "insurance_773_035", "insurance_773_036", "insurance_773_037", "insurance_773_038", "insurance_773_039", "insurance_773_040", "insurance_773_041", "insurance_773_042", "insurance_773_043", "insurance_773_044", "insurance_773_045", "insurance_773_046", "insurance_773_047", "insurance_773_048", "insurance_773_049", "insurance_773_050", "insurance_773_051", "insurance_773_052", "insurance_773_053", "insurance_773_054", "insurance_773_055", "insurance_773_056", "insurance_773_057", "insurance_773_058", "insurance_773_059", "insurance_773_060", "insurance_773_061", "insurance_773_062", "insurance_773_063", "insurance_773_064", "insurance_773_065", "insurance_773_066", "insurance_773_067", "insurance_773_068", "insurance_773_069", "insurance_773_070", "insurance_773_071", "insurance_773_072", "insurance_773_073", "insurance_773_074", "insurance_773_075", "insurance_773_076", "insurance_773_077", "insurance_773_078", "insurance_773_079", "insurance_773_080", "insurance_773_081", "insurance_773_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": [ "Hey there! #Ah this is Rachel with Rivertown Insurance how can I help you?", "#Um hey this is Mark I wanted to get a pet quote and also can you help me change to card payment?", "Mhm of course I could help you with that Mark, last name?", "#Uh Andrew, Mark Andrew.", "Uh-huh, do you have your customer number on you? By chance?", "Uh-huh actually yeah I do are you ready ", "Mhm go ahead mister Andrew.", "eight four five.", "eight four five.", "#Uh nine five five one.", "Nine five five one?", "Uh-huh got it.", "#Ah mister Andrew could you tell me about your pet? Or do you have multiple?", "Uh-huh I have four pets they.", "Whoa could you tell me about them each one by one?", "Mhm I'll start with Molly she's my favorite.", "Is Molly a dog or cat? or ", "Yep, she's a dog. She's so-so cute and she loves to learn new tricks she's a little ball of love.", "She sounds like a lovely dog, she does tricks?", "Yep, she can shake and roll over, and she just learned how to speak it's so funny .", "Whoa Molly's pretty smart ", "Mhm she is.", "What breed is Molly?", "Oh she's a labradoodle.", "How old is she and do you know her weight?", "Uh-huh I have all their vet forms right here. She is two years old and her #weight is fifty four pounds.", "Got it, all of Molly's info has been filed, could you go on to the next pet, are they all dogs?", "Mhm yeah I'll tell you Butchy's stuff and Buchy is a cat but the rest are dogs.", "Oh got it. #Um what breed of cat is Buchy?", "Buchy is a British Shorthair he weighs fifteen pounds and twelve months old.", "Got it. Thank you.", "#Um Drex is a dog.", "Mhm.", "A German Shepard ", "Uh-huh.", "#Um weighs sixty two pounds and the last one is.", "Oh you still haven't told me Drex's age.", "Uh-oh I'm sorry she's three years old.", "Got it.", "Mhm Kar is the last dog.", "Huh Kar how do you spell that? Like a car? vehicle?", "Nah it's Kar k.a.r.", "Oh sorry about that, but I got it.", "Kar is a blue heeler.", "#Um Australian Cattle Dog.", "Oh yeah. #Um he weighs thirty two pounds and he just turned two recently.", "Okay mister Andrew I've got all of them filed now for your quote.", "Mhm.", "I would recommend our Petcare Preferred plan especially because of your pet situation.", "Uh-huh and why do you recommend it?", "You have four pets so you receive a deduction for each pet after the first and ", "Mhm that sounds good.", "Oh yes it is and since you also have a cat you receive another deduction for being a multibreed owner.", "Uh-huh sounds all good to me what coverages does this preferred plan have?", "This plan covers accidents, illnesses, it also covers dental issues plus cancer treatment.", "Whoa that sound exactly like what I need.", "The preferred plan also has additional prescriptions available in the coverage list.", "Mhm.", "There's also optional coverage for kennels in case of tra-travel.", "Rachel how much would this plan be?", "With your discounts I can offer you one thousand dollar annual rate.", "Jeez that's not too bad I think I'll have to get back to you on that.", "Mhm that's perfectly fine sir, did you still need help changing your payment method?", "Uh-huh I'm actually glad you remembered.", "Could you read your credit card out to me please.", "Mhm the number is five four four two.", "five four four two.", "#Uh three one one six.", "Three one one six?", "Yep. #Uh zero one eight five.", "Zero one eight five.", "Uh-huh. #Um six six five three.", "#Uh six six five three. #Um could I could your CVV now.", "Mhm it's five four one.", "Uh-huh.", "#Hm and the expiration is November twenty thirty one.", "#Uh eleven #thirty one got it.", "That's it right?", "Yes sir, unless you need help with something else, no?", "I'm alright thank you, I'll call you back to discuss the petcare but for now that's it.", "Uh-huh sure thing mister Andrew thank you for the call I look forward to speaking with you at a later time.", "Likewise, thank you Rachel. Goodbye.", "Goodbye mister Andrew." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_774_000", "insurance_774_001", "insurance_774_002", "insurance_774_003", "insurance_774_004", "insurance_774_005", "insurance_774_006", "insurance_774_007", "insurance_774_008", "insurance_774_009", "insurance_774_010", "insurance_774_011", "insurance_774_012", "insurance_774_013", "insurance_774_014", "insurance_774_015", "insurance_774_016", "insurance_774_017", "insurance_774_018", "insurance_774_019", "insurance_774_020", "insurance_774_021", "insurance_774_022", "insurance_774_023", "insurance_774_024", "insurance_774_025", "insurance_774_026", "insurance_774_027", "insurance_774_028", "insurance_774_029", "insurance_774_030", "insurance_774_031", "insurance_774_032", "insurance_774_033", "insurance_774_034", "insurance_774_035", "insurance_774_036", "insurance_774_037", "insurance_774_038", "insurance_774_039", "insurance_774_040", "insurance_774_041", "insurance_774_042", "insurance_774_043", "insurance_774_044", "insurance_774_045", "insurance_774_046", "insurance_774_047", "insurance_774_048", "insurance_774_049", "insurance_774_050", "insurance_774_051", "insurance_774_052", "insurance_774_053", "insurance_774_054", "insurance_774_055", "insurance_774_056", "insurance_774_057", "insurance_774_058", "insurance_774_059", "insurance_774_060", "insurance_774_061", "insurance_774_062", "insurance_774_063", "insurance_774_064", "insurance_774_065", "insurance_774_066", "insurance_774_067", "insurance_774_068", "insurance_774_069", "insurance_774_070", "insurance_774_071", "insurance_774_072", "insurance_774_073", "insurance_774_074", "insurance_774_075", "insurance_774_076", "insurance_774_077", "insurance_774_078", "insurance_774_079" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, this is Jen with Rivertown insurance who do I have the pleasure of speaking to today?", "#Uh hey I'm Tom Fabrino.", "Well hello Tom! how may I help you?", "#Er I recently got another pet for our daughter so now I have to make vet visits for three, obviously that would be expensive.", "Mhm most likely , were you looking to sign up for one of our petcare plans mister Fabrino or.", "Uh-huh, actually I already have one of the pet plans but I was thinking about upgrading, is there another tier for this plan?", "First I'll need some of your information so I can see your existing plan.", "Yep Yep.", "Alright mister Fabrino, first name Tom right?", "Yep.", "Could you spell the last name for me please?", "F.a.b.r.i.n.o.", "F.a.b.r.i.n.o, got it thank you.", "My date of birth is December thirteenth nineteen ninety eight.", "Oh thank you, do you know your customer number mister Fabrino?", "#Uh no? where can I find that?", "You can find your customer number on the website if you login and.", "Eee is there another way to verify? my internet is down right now actually .", "I'm very sorry about that.", "Huh no problem!", "But yes if you can't access your customer number I could also verify using your phone number and social.", "Yay that's good, well you can see my number right?", "#Um yes sir, so to confirm the number on file is four seven three, seven seven seven, eight six five four, yeah?", "Yep that's it you got it!", "Great, now I just need your social security number, do you know it?", "Mhm I'm pretty sure it's eight two three s-seven four three four seven zero I think.", "Eight two three seven four three four seven zero, is that correct mister Fabrino?", "#Uh actually can I go check real quick I'm not sure?", "Of course.", "Got it here, what was the number I told you?", "Eight two three seven four three four seven zero.", "#Ah I'm sorry I got the last two numbers wrong it's actually six three, my bad.", "No problem at all sir, to confirm- eight two three seven four three four six three.", "Yep.", "Okay mister Fabrino I see your account here I see you have multiple plans with us.", "Uh-huh.", "And you would only like to change your petcare plan right?", "Mhm yeah pretty sure at least for now .", "Wonderful well the current plan you are under is the Petcare Basic plan.", "Uh-huh.", "The other petcare plan we offer is our Petcare Preferred plan, as a fluffy owner myself I can agree on the name .", "Oh you have a dog too Jen?", "Yeah I do it's a German Shepard! So Cute! .", "Whoa I have a German Shepard too that's crazy! Great dog. .", "For sure! So are you considering an upgrade from Petcare Basic?", "Mhm could you explain the differences between the two?", "Of course! The rate for your current plan the Petcare Basic is five hundred dollars a year.", "Uh-huh and what's the rate for the Petcare Perfect plan?", "The Petcare Preferred plan, yes, that plan is one thousand dollars a year.", "Jeez, I wasn't expecting that much.", "Mhm, the double in yearly price is because your benefits too are essentially doubled.", "#Hm, what are my benefits anyways?", "With your current plan there is a restricted amount of vets and clinics where your benefits apply and obviously covers less.", "Uh-huh that makes sense.", "Currently you'd be insured for minor injuries, accidents, and minor illness as well as covering some prescription medications.", "Uh-huh.", "By upgrading you would keep these same benefits and gain coverage for emergency care, major injuries or illness and.", "Huh so if one of the pups needed surgery for some reason.", "Yep that would be covered under the Preferred plan, it would also cover the higher end tier prescriptions that vets offer.", "Whoa that's pretty nice.", "I agree and with your growing furry family I would recommend the higher coverage, you can never be too safe!", "#Hm this is all sounding good, how long would it take to get my plan changed and all that?", "I can change your plan right now mister Fabrino all I need is for you to answer some security questions for me is that alright?", "Yep sounds good.", "What was the name of the high school you attended?", "Febree Louis High.", "And what was the name of your favorite teacher?", "Miss Kabrini mhm.", "Alright all good on my end for the upgrade I just wanted to confirm your change to the Petcare Preferred plan.", "#Uh yeah go ahead!", "Sure thing give me just a second to complete the process.", "Go ahead.", "Okay your all set mister Fabrino, you should expect your new insurance cards in the next one to two weeks.", "Yay.", "#Um do you still live at four seven six Crackenberty Road?", "Yep that's not changing .", "Sounds great you should be all good mister Fabrino is there anything else I could help you with today?", "Nah Jen that's all I appreciate all the help though.", "#Ah of course mister Fabrino, have a great rest of the day, goodbye!", "Have a great day Jen, Bye Bye!" ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_775_000", "insurance_775_001", "insurance_775_002", "insurance_775_003", "insurance_775_004", "insurance_775_005", "insurance_775_006", "insurance_775_007", "insurance_775_008", "insurance_775_009", "insurance_775_010", "insurance_775_011", "insurance_775_012", "insurance_775_013", "insurance_775_014", "insurance_775_015", "insurance_775_016", "insurance_775_017", "insurance_775_018", "insurance_775_019", "insurance_775_020", "insurance_775_021", "insurance_775_022", "insurance_775_023", "insurance_775_024", "insurance_775_025", "insurance_775_026", "insurance_775_027", "insurance_775_028", "insurance_775_029", "insurance_775_030", "insurance_775_031", "insurance_775_032", "insurance_775_033", "insurance_775_034", "insurance_775_035", "insurance_775_036", "insurance_775_037", "insurance_775_038", "insurance_775_039", "insurance_775_040", "insurance_775_041", "insurance_775_042", "insurance_775_043", "insurance_775_044", "insurance_775_045", "insurance_775_046", "insurance_775_047", "insurance_775_048", "insurance_775_049", "insurance_775_050", "insurance_775_051", "insurance_775_052", "insurance_775_053", "insurance_775_054", "insurance_775_055", "insurance_775_056", "insurance_775_057", "insurance_775_058", "insurance_775_059", "insurance_775_060", "insurance_775_061", "insurance_775_062", "insurance_775_063", "insurance_775_064", "insurance_775_065", "insurance_775_066", "insurance_775_067", "insurance_775_068", "insurance_775_069", "insurance_775_070", "insurance_775_071", "insurance_775_072", "insurance_775_073", "insurance_775_074", "insurance_775_075", "insurance_775_076", "insurance_775_077", "insurance_775_078", "insurance_775_079", "insurance_775_080", "insurance_775_081", "insurance_775_082", "insurance_775_083", "insurance_775_084", "insurance_775_085", "insurance_775_086", "insurance_775_087", "insurance_775_088", "insurance_775_089", "insurance_775_090", "insurance_775_091", "insurance_775_092", "insurance_775_093", "insurance_775_094", "insurance_775_095", "insurance_775_096", "insurance_775_097", "insurance_775_098", "insurance_775_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": [ "Good morning! Thank you for calling Rivertown Insurance how could I be of assistance?", "Good morning, I decided to change insurance companies my friend recommended this place to me.", "Oh wonderful, what was the name of this friend by the way?", "#Um why?", "It's possible they could earn benefits from their recommendation so I wanted to note it, that's all.", "Oh okay her name is Sheliah Cardi.", "Sorry could you spell that for me?", "#Uh yeah s.h.e.l.i.a.h Sheliah and c.a.r.d.i Cardi.", "Thank you! Now were you looking to enroll in one of our plans? We offer insurance for Life, Pet, Auto, Condo, Renters, and Homeowners.", "Yep I could you tell me more about these plans? I'm interested.", "Sure! But first do you want to get started up on creating your account? I can't enroll you in any plan without an account.", "Mhm lets go ahead do that.", "So to start us off could I get your first and last name please?", "Kristie Comans.", "Uh-huh, Kristie? how do you spell that?", "#Um K.r.i.s.t.i.e.", "Comans spelled c.o.m.a.n.s? Is that right ma'am?", "Yep, what else do you need?", "Is the phone number you're currently calling on what you would like to register on your account?", "Yeah use this one yeah.", "three six seven, two two seven, nine four three eight, right?", "Mhm that's right.", "Now to set up your security question, is the name of your first pet a good question?", "Yep! my baby's name is Nergigante.", "What a nice name, could you spell that for me sorry.", "No problem I get asked that a lot n.e.r.g.i..g.a.n.t.e did you get that?", "N.e.r.g.i.g.a.n.t.e mhm.", "Yay, is that all you need? Can we start the plans now?", "#Ah not yet there's still more, could I get your birthdate and current address?", "Uh-huh I was born August second nineteen ninety nine my address is eight one one North Street.", "second of August nineteen ninety nine. Got it, could I get the State City and Zip for that address as well?", "Mhm the city is Juwanto in Georgia and my zip code is six five two four nine.", "Did I get this right, your full address is eight one one North Street, Juwanto, Georgia six five two four nine?", "Yep!", "Last thing, just need your social and the account will be made. #Ah then we can start enrolling you finally.", "Whew almost there the number is six seven seven, eight one, no seven, and five three two eight.", "Six seven seven eight seven five three two eight, alright account made now what kind of plans were you looking for?", "#Um I need new car insurance and life insurance too ", "Mhm well in terms of automobile plans that we offer they range from one thousand to two thousand a year and for life ins-insurance.", "Nah actually my bad I don't think I want to enroll in the life insurance plans after all.", "Oh that's perfectly fine we can go further into the car insurance plans that we offer here at Rivertown. Any questions?", "Yep what kind of benefits am I getting for the first tier of the insurance plans? One thousand a year right?", "Yes ma'am one thousand for the Basic Auto plan, with this p-plan you are basically going to be getting three basic coverages.", "Uh-huh.", "First you'll have collision coverage which covers damages to your car in the event of a wreck.", "Mhm that's good.", "Your next two coverages would be for liability both bodily injury and property damage liability.", "Uh-huh and what is that?", "#Uh bodily injury liability is to help pay any expenses in the event that you injure someone else in an accident.", "Oh.", "And property damage liability is simple it covers damage to houses, offices, and vehicles too.", "#Ah ok, and are are any there restrictions on the Basic Auto plan?", "Mhm basically you're liability coverage is at the base level in other words the least amount of coverage.", "Uh-oh!", "Also the extra benefits you get for safe driving and on time payments is considerably less.", "Uh-oh times two! what about the total auto insurance? how much was that?", "The Complete Auto plan, is two thousand a year for the base fees.", "Uh-huh and what are the benefits for this plan?", "If you go with this plan you get six coverages which include the three from the Basic Auto plan.", "Oh what are the other three?", "#Um there's comprehensive coverage which covers damages to your vehicle not caused in an accident, like hail or something like that.", "Oh yeah I get it.", "You will also get u-uninsured motorist coverage that covers you if you get into an accident with someone who has no insurance.", "Sounds good.", "And the last coverage included is the rental reimbursement for accidents that result in you not being able to drive your car.", "Woah that sounds handy.", "Trust me it can be .", "You mentioned extras and bonuses for the last plan, d-does this plan have that too?", "Absolutely, we have many add-ons for this plan like after a year of safe driving we offer an additional medical payment coverage.", "Uh-huh is there more benefits like that?", "Yep! After your second year of safe driving we start lowering your fees slightly and the longer you go with a clean record the better.", "Jeez this plan sounds a lot better well I guess it does cost more .", "Would you like to go ahead with enrolling in this plan?", "For sure.", "Alright Kristie I'm going to need your credit card information here to finalize the enrollment.", "Oh! Can you give me a second I have to go upstairs and get it.", "Of course I'll be right here, no worries.", "#Ah got it the number is eight four four six seven nine three two one one one two five six six five, CVV is five four one, date twelve twenty two.", "Oh ok I'll read it back make sure everything is right, eight four four six seven nine three two one one one two five six six five.", "Yep.", "CVV five four one.", "Mhm.", "And the expiration date you said twelve twenty?", "Nah twelve twenty two like December twenty twenty two.", "Mhm got it thank you!", "#Uh is that it?", "Yes ma'am I have confirmed your enrollment and the payment has been completed.", "Woah that's great.", "Yep you should g-get the insurance cards in the mail in a week or so, your mailing address is the same right?", "Mhm it is is that all I need.", "Yeah, once you get those cards just make sure to keep them one in your car.", "Oh my gosh thank you so much!", "It's my pleasure thank you for your business.", "Could I get your name I'd like to leave a positive review .", "#Um we actually have an online survey for caller reviews if you could give me your email I could send you the link.", "Oh of course my email is kristie c three three three at gmail.", "Thank you, #Uh my name is Linda Brown it should be in the dropdown on the survey!", "Great, thank you again!", "No problem have a good day! Goodbye!", "Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_776_000", "insurance_776_001", "insurance_776_002", "insurance_776_003", "insurance_776_004", "insurance_776_005", "insurance_776_006", "insurance_776_007", "insurance_776_008", "insurance_776_009", "insurance_776_010", "insurance_776_011", "insurance_776_012", "insurance_776_013", "insurance_776_014", "insurance_776_015", "insurance_776_016", "insurance_776_017", "insurance_776_018", "insurance_776_019", "insurance_776_020", "insurance_776_021", "insurance_776_022", "insurance_776_023", "insurance_776_024", "insurance_776_025", "insurance_776_026", "insurance_776_027", "insurance_776_028", "insurance_776_029", "insurance_776_030", "insurance_776_031", "insurance_776_032", "insurance_776_033", "insurance_776_034", "insurance_776_035", "insurance_776_036", "insurance_776_037", "insurance_776_038", "insurance_776_039", "insurance_776_040", "insurance_776_041", "insurance_776_042", "insurance_776_043", "insurance_776_044", "insurance_776_045", "insurance_776_046", "insurance_776_047", "insurance_776_048", "insurance_776_049", "insurance_776_050", "insurance_776_051", "insurance_776_052", "insurance_776_053", "insurance_776_054", "insurance_776_055", "insurance_776_056", "insurance_776_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 Johanna Vertes here agent for Rivertown Insurance, could I help you today?", "Yep I saw a advertisement for this insurance company ", "Oh I see would you like to get started in creating a account with us?", "Do I need a account to get a quote?", "Yes ma'am you do.", "Uh-huh do I have to pay to make an account?", "No ma'am we only charge for the plans that you en-enroll in, everything else is free.", "Oh great then yeah I wanna make an account then.", "Mhm sure thing ma'am could I get your first and last name?", "Elizabeth Leroy.", "Leroy l.e.r.o.y?", "Yep.", "Thanks, could I get your date of birth now?", "June twenty third, nineteen ninety eight.", "Thank you what phone number would you like for me to put on file for you?", "I'll read it out for you it's two one one eight four s-six nine one three six.", "Two one one eight four six nine one three six?", "Yay first try .", "Mhm could you let me know your address?", "It's zero one five Evercrest Street.", "Uh-huh zero one five got it.", "Oh apartment thirty three.", "Oh okay got it. What city are you in?", "Emerald City.", "Uh-huh and state?", "Louisiana.", "Got it. What's the zipcode for your area?", "I think it's five five five four one.", "Mhm let me see yeah it is.", "Oh good.", "Now I need a security question for your account.", "Uh-huh I usually use my first teacher's name.", "And what was it?", "Silvia.", "So you want me to put Silvia, s.i.l.v.i.a?", "Mhm just like that.", "Alright will do last bit of info I'm going to be needing is your social security number.", "Oh it's I think oh here it is six six five.", "Mhm six six five.", "Eight three five.", "Eight three five got it.", "Nine nine six six.", "Got it six six five eight three five eight three five?", "Mhm.", "Great should be all done then is there anything else I could help you with?", "Yeah I can get quotes over the phone right?", "Mhm and if you login to your account you can also get a quote with one of our online consultants.", "Huh well what's faster.", "#Er well we have more over the phone agents such as myself so it would probably be faster.", "Oh.", "Plus we do the login for you so you just have to give us information.", "Oh I see well I'm going to look at some plans here and I'll call later in a few hours.", "That's fine will that be all?", "Mhm it should be.", "Great thank you for starting an account with us we look forward to your call.", "Uh-huh.", "Goodbye!", "Bye!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_777_000", "insurance_777_001", "insurance_777_002", "insurance_777_003", "insurance_777_004", "insurance_777_005", "insurance_777_006", "insurance_777_007", "insurance_777_008", "insurance_777_009", "insurance_777_010", "insurance_777_011", "insurance_777_012", "insurance_777_013", "insurance_777_014", "insurance_777_015", "insurance_777_016", "insurance_777_017", "insurance_777_018", "insurance_777_019", "insurance_777_020", "insurance_777_021", "insurance_777_022", "insurance_777_023", "insurance_777_024", "insurance_777_025", "insurance_777_026", "insurance_777_027", "insurance_777_028", "insurance_777_029", "insurance_777_030", "insurance_777_031", "insurance_777_032", "insurance_777_033", "insurance_777_034", "insurance_777_035", "insurance_777_036", "insurance_777_037", "insurance_777_038", "insurance_777_039", "insurance_777_040", "insurance_777_041", "insurance_777_042", "insurance_777_043", "insurance_777_044", "insurance_777_045", "insurance_777_046", "insurance_777_047", "insurance_777_048", "insurance_777_049", "insurance_777_050", "insurance_777_051", "insurance_777_052", "insurance_777_053", "insurance_777_054", "insurance_777_055", "insurance_777_056", "insurance_777_057", "insurance_777_058", "insurance_777_059", "insurance_777_060", "insurance_777_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 this is Michelle, Rivertown Insurance agent, howcould I be of assistance t-today?", "Mhm I can get my car insurance quote over the phone right?", "Yep are you a existing customer with us? Or ", "Mhm I am.", "Oh great have you gotten help from us over the phone before sir?", "Nah this is my first time I didn't feel like going out to one of yall's offices.", "Mhm I see alright then let's get started sir can I get your first and last name?", "Mario.", "M.a.r.i.o?", "Mhm Vellotello.", "Huh could you spell that for me?", "V.e.l.l.o.t.e.l.l.o.", "Huh sorry sir could you repeat that again sorry.", "Uh-huh v.e.l.l.o.t.e.l.l.o Vellotello.", "Mhm so it's b.e.l.l.o.t.e.l.l.o?", "Nah v like valentines not b.", "Oh I'm sorry about that sir. M.a.r.i.o v.e.l.l.o.t.e.l.l.o?", "Yep.", "Thank you sir you're in Texas right?", "Sure am Michelle.", "Got it what's your date of birth?", "April second nineteen sixty eight.", "Mhm April second you said nineteen sixty eight right?", "Yes ma'am.", "Good what's the make of the car you wanted the quote for or cars.", "Cars the first one is a Kia, the second car is a Toyota, and the third one is a Dodge.", "Uh-huh what model Kia is it?", "Soul twenty fifteen Kia Soul.", "Got it thank you.", "Mhm the Toyota is a Camister the year is twenty seventeen.", "Thank you very much sir what kind of Dodge is it sir?", "Charger twenty twenty Dodge Charger.", "Huh do you know the mileage on those cars?", "Mhm well the Charger only has ten thousand miles on it ", "Got it, and the rest of them?", "Oh well I don't know the rest of them I have to go outside to look at the Kia.", "Go for it sir no rush.", "Whew long walk turning the car on right now it's seventy two thousand miles.", "Seventy two thousand?", "Mhm.", "Do you know the Camry's mileage?", "Nah let me text my wife real quick.", "Mhm.", "Eee have to wait a second for her to reply.", "Mhm.", "Oh here we go she sent me a picture forty five thousand and five hundred and six miles.", "Forty five thousand five hundred six?", "Mhm.", "Thank you your quote is processing now.", "Yay.", "Could I get either your phone number or email to send you your quote?", "Huh send it to my email it's vellovellovello at yahoo dot com.", "So it's v.e.l.l.o three times? at yahoo?", "Yep that's it.", "Got it the quote just got sent you should get it in the next few minutes, is there anything else you need sir?", "Huh some cash? .", "Oh sorry sir can't do that for you as much as I want to .", "But nah that's all thank you for the help.", "Mhm if you have any questions feel free to call back whenever.", "Uh-huh will do thanks again.", "My pleasure sir, have a good day. Goodbye!", "Ciao!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_778_000", "insurance_778_001", "insurance_778_002", "insurance_778_003", "insurance_778_004", "insurance_778_005", "insurance_778_006", "insurance_778_007", "insurance_778_008", "insurance_778_009", "insurance_778_010", "insurance_778_011", "insurance_778_012", "insurance_778_013", "insurance_778_014", "insurance_778_015", "insurance_778_016", "insurance_778_017", "insurance_778_018", "insurance_778_019", "insurance_778_020", "insurance_778_021", "insurance_778_022", "insurance_778_023", "insurance_778_024", "insurance_778_025", "insurance_778_026", "insurance_778_027", "insurance_778_028", "insurance_778_029", "insurance_778_030", "insurance_778_031", "insurance_778_032", "insurance_778_033", "insurance_778_034", "insurance_778_035", "insurance_778_036", "insurance_778_037", "insurance_778_038", "insurance_778_039", "insurance_778_040", "insurance_778_041", "insurance_778_042", "insurance_778_043", "insurance_778_044", "insurance_778_045", "insurance_778_046", "insurance_778_047", "insurance_778_048", "insurance_778_049", "insurance_778_050", "insurance_778_051", "insurance_778_052", "insurance_778_053", "insurance_778_054", "insurance_778_055", "insurance_778_056", "insurance_778_057", "insurance_778_058", "insurance_778_059", "insurance_778_060", "insurance_778_061", "insurance_778_062", "insurance_778_063", "insurance_778_064", "insurance_778_065", "insurance_778_066", "insurance_778_067", "insurance_778_068", "insurance_778_069", "insurance_778_070", "insurance_778_071", "insurance_778_072", "insurance_778_073", "insurance_778_074", "insurance_778_075", "insurance_778_076", "insurance_778_077", "insurance_778_078", "insurance_778_079", "insurance_778_080", "insurance_778_081", "insurance_778_082", "insurance_778_083", "insurance_778_084", "insurance_778_085", "insurance_778_086", "insurance_778_087", "insurance_778_088", "insurance_778_089", "insurance_778_090", "insurance_778_091", "insurance_778_092", "insurance_778_093", "insurance_778_094", "insurance_778_095" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Jazzabelle. How may I help you today?", "I need to add my sixteen year-old to my policy, unfortunately. ", "yes, that is always fun huh?", "I mean, if you say so. ", "Who am I speaking with today?", "This is Jerry. Jerry Lisenburg.", "Okay Jerry. How do you spell your last name? I wanna make sure I get it correct.", "L I S E N B U R G", "And, may I get your birthdate and social security number for verification purposes?", "Sure. My birthdate is ten twelve seventy-two.", "Okay. I have your address as four twenty-six East Laney Drive Missoula, Wisconsin five five two one three. Is that still correct?", "Yes ma'am.", "I have", "Can I change my mailing address to a post office box?", "Sure. I can do that for you.", "Okay. Because I am out of town a lot and sometimes my mail sits in my box for a day or two and I just would rather it be at a post office.", "I completely understand that. What would you like me to change the mailing address to mister Lisenburg?", "Six five two West Main Street Massey Wisconsin five five one one three.", "Okay I have your new mailing address as six five two West Main Street and that's in Massey Wisconsing zipcode five five one one three.", "Yep, that's right.", "Alright sir, can", "You know what, can I just add my email address and start getting my bills that way? That would be better for me I think.", "Absolutely. Go ahead witht the email when you are ready.", "Okay, let me see which one is better. Okay it's J E R R Y L I S E N B U R G two two five at Michigan mail dot com.", "I am going to repeat that back to you to make sure I got it correct okay.", "That's fine.", "I have J E R R Y L I S E N B U R G two two five at Michigan mail dot com.", "You got it.", "Can you verify your phone number for me sir?", "mhm yeah it's eight one three six five one one one two six.", "Okay, and you said you would like to add your sixteen year-old to your policy, correct?", "yeah only cause I have to right ", "yeah I know it can be a scary thing that's for sure!", "your telling me scary!", "Okay, first let me get your son's name, birthdate, and grade in school.", "It's Jeremy Lisenburg seven one two-thousand five and I think he's in tenth grade. Yeah tenth grade.", "Okay. Do you have his social security number and driver's license number handy?", "I know his social but I will have to get his drivers license number. His social is five one two six three two three zero six. Hold on while I get his license.", "Take your time.", "So his driver's license number is W I five one dash one five dash one five three.", "I have W I five one dash one five dash one five three, correct?", "yeah that sounds right.", "Okay, is that a permit or a driver's license?", "driver's license", "Will he be driving any of the vehicles that are on your policy or is there another vehicle we should add?", "No. No other cars. He needs to learn to drive better before we buy him his own car. ", "okay. Has he taken any safety classes or driver's education classes?", "yeah I think so. Let me ask his mother.", "Okay.", "Yeah. Yeah she said he already took his driver's ed and he just finished the safety course.", "Great! That will help keep your insurance lower.", "Oh that's good!", "Alright mister Lisenburg, how much will he be driving your car?", "Well mhm I'm not sure what you mean.", "Okay, will he be driving one of your cars say more than ten hours a month?", "well I'm not sure but I would say yeah probably.", "Would you say more than forty hours a month?", "Oh no not more than forty!", "Okay that's good. That helps keep the premium lower as well.", "Good goood.", "Will he be doing any ridesharing?", "You mean giving people rides for money? He better not be or he better share the money huh ", "yeah yeah that's true huh!", "No he won't be doing any of that. I say he probably will drive on the weekend to the store with his mom and maybe and that's maybe to school one day a week.", "Okay that helps answer some of these questions. So no ridesharing and no more than forty hours of driving in a month, correct", "Yes, that is correct!", "Okay, now do you want to change any of the coverage you have on your policy? It looks like you have almost the maximum on all of your vehicles.", "Yeah I don't need to change anything I don't think.", "Okay. Adding him to your policy will raise the premium one hundred and twenty six dollars.", "A hundred twenty-six dollars a month?", "Oh no no sir. That's one hundred and twenty-six dollars for the entire policy. It will come out to about sixteen dollars more a month.", "Oh god okay that's better. You almost gave me a heartache. I just about took him off already ", "Yeah that would be a lot every month.", "Your darn right it is.", "Okay, so does that sound okay with you mister Lisenburg?", "It's fine. I gotta add him I guess. That's what his mother says anyways .", "Okay. I have added your son Jeremy Lisenburg to your policy.", "Now when will my bill go up, now?", "Well your bill for this month has already been generated so even though he is added as of right now you will not pay more on your policy until next month.", "Okay that's even better like a month free huh?", "Yep like a month free. Was there anything else that I could help you with today mister Lisenburg?", "mhm I don't think so you already cost me more money so I think that's enough.", "Okay. So if you don't mind I would like to go over what we did today okay?", "Okay, shoot!", "Okay, so we changed your mailing address to six five two West Main Street and that's in Massey Wisconsing zipcode five five one one three.", "Yeah but I wanted my stuff to go to email.", "Yes, that is correct sir. I have the email address that you would like your bills to go to as J E R R Y L I S E N B U R G two two five at Michigan mail dot com, correct?", "Yes, that is correct!", "Okay, we also added your son Jeremy Lisenburg to your policy which raised your premium one hundred and twenty-six dollars being about sixteen dollars more a month.", "yeah", "Okay, now was there anything else that you would like for me to do today mister Lisenburg?", "No, that would be all for now.", "Okay mister Lisenburg. Thank you so much for calling Rivertown Insurance. You be safe and have a great day!", "Thank you. You be safe too! It is scary out there these days!", "Yes it is and thank you!", "Thank you bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_779_000", "insurance_779_001", "insurance_779_002", "insurance_779_003", "insurance_779_004", "insurance_779_005", "insurance_779_006", "insurance_779_007", "insurance_779_008", "insurance_779_009", "insurance_779_010", "insurance_779_011", "insurance_779_012", "insurance_779_013", "insurance_779_014", "insurance_779_015", "insurance_779_016", "insurance_779_017", "insurance_779_018", "insurance_779_019", "insurance_779_020", "insurance_779_021", "insurance_779_022", "insurance_779_023", "insurance_779_024", "insurance_779_025", "insurance_779_026", "insurance_779_027", "insurance_779_028", "insurance_779_029", "insurance_779_030", "insurance_779_031", "insurance_779_032", "insurance_779_033", "insurance_779_034", "insurance_779_035", "insurance_779_036", "insurance_779_037", "insurance_779_038", "insurance_779_039", "insurance_779_040", "insurance_779_041", "insurance_779_042", "insurance_779_043", "insurance_779_044", "insurance_779_045", "insurance_779_046", "insurance_779_047", "insurance_779_048", "insurance_779_049", "insurance_779_050", "insurance_779_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": [ "Hello this is Phillip. Thank you fro calling Rivertown insurance. How can I help you today?", "Oh yes hello. I am trying to reset my password on my account and I keep getting an error message. Can you help me wth this?", "Absolutely! Let's look up your account. Can you please share with me your first and last name?", "Uh sure it's Candice Bell.", "Thanks Candice. Would you please spell your name for me? Just to make sure I got it right here.", "Oh ok C A N D I C E and Bell is B E L L.", "Fantastic. Next are you able to tell me your account or policy number?", "Actually I don't have it. I have just been trying to log in with my email and change the password. Can you just look it up using me email address?", "I can look up the account number for you but I will need to get a little more information from you first.", "Oh sure okay.", "Ok first can you tell me your date of birth?", "Sure. Seven nine nineteen ninety one.", "Ok great. Next I will need your social security number please.", "OK it is four six nine two one three three seven eight.", "So that's four six nine two one three three seven eight?", "Yeah that is it.", "Okay. So we are almot there! Thanks for your patience.", "Yeah no problem.", "Now I will need you to answer the security question linked with your account and then we are in! .", "Okay I can do that.", "Please tell me the name of your fist pet?", "Oh that would be Sparky. My goldfish.", "Fanatstic. OK I have your account open now and we can reset your password.", "Cool thanks.", "So the best way to do this is probably for me to send you a link tot reset your password rom your computer if you are able to do that?", "Yeah sure I have my computer right here. Let's do that.", "Okay please tell me your email address Candice.", "Handycandyninetyone at xyz dot com.", "Ok so that is h-a-n-d-y-c-a-n-d-y nine then a one at xyz. Com?", "Yep that is it.", "Okay I am sending you a link right now. I will stay on the line with you while you reset it to make sure it goes smootlhly.", "Okay cool thank you.", "No problem. Please just let me know when that email comes through. It should be any second now.", "Okay let me see here it is. Ok I will lets see. Oh ok I will click on this link now.", "Great. When you do that it should take you to a page where you can type in your new password.", "yeah ok I see that here. So I will dot hat now just one second.", "Okay yes I do not mind waiting. Please let me know when you get to the next page.", "Ok here it is. Yes it says that my email address and oh I mean password has been updated.", "Thats great. So it looks like you should be all set. Do you have naything else I can help you with why we are connected?", "Um oh yeah. Can you tell mewhere my account number is located? Ia m looking now at my accoung page and I don't think I see it.", "Certainly. Your account number is located on the top right hand side of your screen. It is a nine digit number whith a dash after the first three numbers. Do you see it?", "Oh geez yeah I do. Right where it says account number!", "Great. You aren't the fist person who hasn't been able to find it! It seems to be hiding for a lot of people.", "Well thanks. I think I am good now.", "Fabulous! Well if there is nothing else I can help you with can I ask that you stay on the line to complete a short survey about your experience today?", "Oh us sure but how long is it?", "It should only take about two minutes. Not long at all.", "Oh ok.", "And just so you know it is completely optional it just lets the guys above me know how well Ia m doing my job.", "Oh ok well I am happy to do it.", "Thank you Candice. It was great talking to you today. Please stay on the line and I will connect you to an automated survey.", "Ok cool. Thanks. Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_780_000", "insurance_780_001", "insurance_780_002", "insurance_780_003", "insurance_780_004", "insurance_780_005", "insurance_780_006", "insurance_780_007", "insurance_780_008", "insurance_780_009", "insurance_780_010", "insurance_780_011", "insurance_780_012", "insurance_780_013", "insurance_780_014", "insurance_780_015", "insurance_780_016", "insurance_780_017", "insurance_780_018", "insurance_780_019", "insurance_780_020", "insurance_780_021", "insurance_780_022", "insurance_780_023", "insurance_780_024", "insurance_780_025", "insurance_780_026", "insurance_780_027", "insurance_780_028", "insurance_780_029", "insurance_780_030", "insurance_780_031", "insurance_780_032", "insurance_780_033", "insurance_780_034", "insurance_780_035", "insurance_780_036", "insurance_780_037", "insurance_780_038", "insurance_780_039", "insurance_780_040", "insurance_780_041", "insurance_780_042", "insurance_780_043", "insurance_780_044", "insurance_780_045", "insurance_780_046", "insurance_780_047", "insurance_780_048", "insurance_780_049", "insurance_780_050", "insurance_780_051", "insurance_780_052", "insurance_780_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": [ "Hi Becca here Rivertown Insurance thank you for calling how can I help you?", "Oh I just got my first credit card pretty late.", "Mhm.", "Eee I think I have my payment preference set to my checking account.", "Mhm do you want to change it?", "Yep can I change it online too?", "Mhm as long as you have all your account information.", "Uh-huh how will it take over the phone.", "Should be around five to ten minutes.", "Uh-huh.", "What's your first and last name sir?", "Oh James Bucchanan.", "#Er spell that for me?", "Uh-huh b.u.c.c.h.a.n.a.n.", "Got it your date of birth and customer number?", "Huh customer number? But my birthdate is April sixteenth nineteen ninety one.", "You can find your customer number on your insurance card bottom left.", "Jeez I don't have that do you really need it?", "Eee I can use your phone number and social security number.", "Uh-huh my social is eight five two one one six four three two.", "Mhm.", "And my number is two two four five one eight three one seven nine.", "Got it just need the answer to this security question ", "Mhm what is it?", "Eee it's what is your first pet's name?", "Huh try Zack or Lickster?", "Could you spell those both for me?", "Mhm Zack z.a.c.k.", "Uh-huh.", "L.i.c.k.s.t.e.r lickster which one works?", "Trying right now it is Lickster.", "Oh good to know thank you.", "Mhm do you know your policy number?", "Nah is that on that card too?", "Mhm yes sir it is what type of plan are you enrolled in?", "Uh-huh car insurance.", "Mhm do you know what tier of auto insurance it is you have?", "I think it's the gold plan?", "Mhm got it your policy number should be five one three five four four eight one.", "Oh okay.", "Alright I just need your card information so I can finish changing this for you.", "Mhm my number is one one one three two four one two zero one five eight six four zero nine.", "Uh-huh your CVV and expiration?", "Huh what is my CVV?", "The three digit number on the back of your card.", "Oh I see it six five two.", "Mhm.", "And the expiration is twelve twenty seven?", "December twenty twenty seven got it.", "Yay.", "Alright sir your payment preference is updated could I help with anything else?", "Nah I'm good thank you for the help.", "No problem goodbye mister Bucchanan.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_781_000", "insurance_781_001", "insurance_781_002", "insurance_781_003", "insurance_781_004", "insurance_781_005", "insurance_781_006", "insurance_781_007", "insurance_781_008", "insurance_781_009", "insurance_781_010", "insurance_781_011", "insurance_781_012", "insurance_781_013", "insurance_781_014", "insurance_781_015", "insurance_781_016", "insurance_781_017", "insurance_781_018", "insurance_781_019", "insurance_781_020", "insurance_781_021", "insurance_781_022", "insurance_781_023", "insurance_781_024", "insurance_781_025", "insurance_781_026", "insurance_781_027", "insurance_781_028", "insurance_781_029", "insurance_781_030", "insurance_781_031", "insurance_781_032", "insurance_781_033", "insurance_781_034", "insurance_781_035", "insurance_781_036", "insurance_781_037", "insurance_781_038", "insurance_781_039", "insurance_781_040", "insurance_781_041", "insurance_781_042", "insurance_781_043", "insurance_781_044", "insurance_781_045", "insurance_781_046", "insurance_781_047", "insurance_781_048", "insurance_781_049", "insurance_781_050", "insurance_781_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": [ "Hello thanks for calling Rivertown Insurance how can I help you?", "Eee yeah I'm leaving my apa-apartment next week ", "Mhm did you want to update your address?", "Uh-huh yeah you can do that for me?", "Yep when are you moving into your new address?", "Well I leave next week and move in two days after that.", "Got it could I get you first and last name date of birth?", "Yep Amy Bouer.", "Mhm spell Bouer for me please?", "B.o.u.e.r.", "Mhm thank you.", "#Um date of birth March eighteenth nineteen eighty six.", "Got it do you have your customer number?", "Mhm yep got it right here.", "Could you read it off for me?", "Sure thing three five five six one eight seven three.", "Three five five?", "Mhm.", "Six one eight seven three?", "Yep.", "Got it could I get your current address that you are leaving?", "Mhm one one five north bear parkway apartment seventeen.", "Uh-huh zip code?", "Two two five one two.", "Uh-huh so Galloway, Texas?", "Yep.", "Thank you now could I get your new address?", "Yep six three two two Salamander, Way.", "Mhm six three two s.a.l.a.m.a.n.d.e.r, way right?", "Nah six three two two.", "Oh what did I say?", "You said six three two it's two two.", "Oh got it, is this in the same city and state?", "Nah actually neither is the same.", "Oh okay where will you be located now?", "Irving in Oklahama.", "Huh got it what's the zip code in that area?", "The zip code let me look.", "Mhm.", "It's five two one five two.", "Five two one five two?", "Yep.", "Mhm got it all done is there anything else I could help you with?", "Mhm are you going to send those insurance post signs to my new place?", "Uh-huh we can do that for you if you'd like when do you want them to arrive?", "Can you send them next week? #Um how long will it take to get there?", "#Er it should take about week and a half.", "Oh nice thank you.", "Mhm is that all today ma'am?", "Yep that's it thank you again.", "No problem thank you for the call. Goodbye.", "Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_782_000", "insurance_782_001", "insurance_782_002", "insurance_782_003", "insurance_782_004", "insurance_782_005", "insurance_782_006", "insurance_782_007", "insurance_782_008", "insurance_782_009", "insurance_782_010", "insurance_782_011", "insurance_782_012", "insurance_782_013", "insurance_782_014", "insurance_782_015", "insurance_782_016", "insurance_782_017", "insurance_782_018", "insurance_782_019", "insurance_782_020", "insurance_782_021", "insurance_782_022", "insurance_782_023", "insurance_782_024", "insurance_782_025", "insurance_782_026", "insurance_782_027", "insurance_782_028", "insurance_782_029", "insurance_782_030", "insurance_782_031", "insurance_782_032", "insurance_782_033", "insurance_782_034", "insurance_782_035", "insurance_782_036", "insurance_782_037", "insurance_782_038", "insurance_782_039", "insurance_782_040", "insurance_782_041", "insurance_782_042", "insurance_782_043", "insurance_782_044", "insurance_782_045", "insurance_782_046", "insurance_782_047", "insurance_782_048", "insurance_782_049", "insurance_782_050", "insurance_782_051", "insurance_782_052", "insurance_782_053", "insurance_782_054", "insurance_782_055", "insurance_782_056", "insurance_782_057", "insurance_782_058" ], "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" ], "utterance": [ "Hey there! #Uh thank you so much for calling Rivertown Insurance how can I help you?", "Uh-huh I want to cancel my account today.", "Uh-oh, is there anything I could do to change your mind? maybe an upgrade?", "Jeez I said I wanted to cancel don't you listen?", "Mhm sorry about that ma'am I'll get your cancelation started can I get your first and last name?", "Yep, Lydie Lobeck.", "Mhm could you spell your first name for me please?", "L.y.d.i.e Lydie.", "Uh-huh is it Lobeck l.o.b.e.c.k?", "Yep.", "Thank you do you have your customer number on you?", "Mhm I brought it five two.", "Mhm five two.", "Six six.", "Six six mhm.", "Seven three.", "Uh-huh seven three.", "#Uh zero zero.", "Got it five two six six seven three zero zero.", "Mhm.", "Oh great could I get you date of birth missus Lobeck?", "It's May ninth nineteen ninety eight.", "I see got into the account do you have your policy number?", "Nah can you find that for me?", "Mhm sure thing missus Lobeck did you know the name of the plan you wanted to cancel?", "Nah.", "Oh okay what plan type is it?", "It's life insurance.", "Uh-huh I see what were your plan fees?", "Huh the fees twelve hundred a year.", "Mhm so you have the Universal Life insurance plan.", "Uh-huh well not for much longer.", "So the policy number is five four six six seven eight one three.", "Eee okay I don't really care.", "Mhm could I ask why you decided to cancel?", "Yep I'm switching companies I'm tired of Rivertown.", "Uh-oh I'm sorry to hear that what company where you looking to switch to?", "Huh I was going to Cobblestone Insurance their plans are a lot better their customer benefits too.", "Mhm is there any potential for me to match the plans and benefits you are getting over there?", "Nah this is a good example of why I'm tired of this company. Stop asking if you can change my mind.", "Mhm I'm really sorry about that ma'am.", "It's whatever just cancel my plan.", "Yes ma'am finishing it up right now for you.", "Whew.", "Alright all done I emailed you your cancel confirmation.", "Mhm.", "And as you know there's still three months left in your plan so we can either continue to charge.", "Nah stop the charges.", "Oh the other option is to pay your last three months upfront righ now.", "Huh why.", "You are still in a contract with us ma'am you can't cancel without the completion of the contract.", "Jeez whatever how much is it?", "#Um three hundred dollars.", "Oh alright go ahead and charge me right now.", "Sure thing ma'am done you'll get your email receipt soon.", "Whew finally done with this company.", "Yes ma'am sorry I couldn't change your mind on us but we appreciate your business regardless ma'am.", "Yep. Goodbye.", "Oh goodbye ma'am have a great day." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_783_000", "insurance_783_001", "insurance_783_002", "insurance_783_003", "insurance_783_004", "insurance_783_005", "insurance_783_006", "insurance_783_007", "insurance_783_008", "insurance_783_009", "insurance_783_010", "insurance_783_011", "insurance_783_012", "insurance_783_013", "insurance_783_014", "insurance_783_015", "insurance_783_016", "insurance_783_017", "insurance_783_018", "insurance_783_019", "insurance_783_020", "insurance_783_021", "insurance_783_022", "insurance_783_023", "insurance_783_024", "insurance_783_025", "insurance_783_026", "insurance_783_027", "insurance_783_028", "insurance_783_029", "insurance_783_030", "insurance_783_031", "insurance_783_032", "insurance_783_033", "insurance_783_034", "insurance_783_035", "insurance_783_036", "insurance_783_037", "insurance_783_038", "insurance_783_039", "insurance_783_040", "insurance_783_041", "insurance_783_042", "insurance_783_043", "insurance_783_044", "insurance_783_045", "insurance_783_046", "insurance_783_047", "insurance_783_048", "insurance_783_049", "insurance_783_050", "insurance_783_051", "insurance_783_052", "insurance_783_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": [ "Hi! Thank you for calling Rivertown Insurance, this is Suzan how can I help you?", "Mhm this is Eric you guys do auto quotes right?", "Yep! #Er are you a existing customer or new?", "Huh I already have an account yeah.", "Oh I see, could I get your last name please Eric?", "Yep Lazano.", "Spell that for me please?", "Uh-huh l.a.z.a.n.o Lazano.", "Thank you.", "Mhm.", "Can I get your date of birth and customer number sir?", "Mhm May eleventh nineteen ninety what's my customer number?", "Oh on your insurance card bottom left, it should be in yellow font.", "Huh let me go get my card hold up.", "Mhm take your time sir.", "Got it let's see two five four.", "Mhm.", "Five zero zero.", "Five zero zero got it.", "Mhm six six.", "Okay thank you I see your account here ", "Oh nice.", "#Um would you like to get the quote over email or through a phone voice mail?", "Eee let me get the email.", "Mhm I don't see your email here on file could I get a good one for you?", "Uh-huh send it to l.a.z.a.n.o.e.a.s.y three at gmail dot com.", "Thank you sir alright we can get started what is the make and model of your car?", "Oh my it's a Toyota Camry.", "Uh-huh Camry, Toyota, what year is it?", "It's from two thousand thirteen.", "Mhm ", "Whoa actually sorry it's actually two thousand and fourteen.", "Oh got it. Thank you do you know the mileage?", "Nah I'll go outside and turn on the car to see.", "Uh-huh go ahead.", "Eee checking right now here it is eighty thousand three hundred and fifty two.", "Uh-huh thank you were you still located in Texas mister Lozano?", "Yep I am.", "Great finishing up here you should get your quote by email soon.", "Uh-huh.", "Let me know when you got it, also is there anything else I could help you with today sir?", "Nah I think I'm good thanks though.", "Uh-huh if the quote meets what you're looking for are you looking to enroll soon?", "Huh I guess yeah, oh I think I just got the email.", "Whoa that's great just go ahead and read through that tell me what you think ", "Mhm I mean so far it's looking good I see honestly I'm interested.", "Oh that's great would you like to get started on the plan enrollment?", "Nah I have to talk to my wife first show her this quote.", "Uh-huh sure thing sir, feel free to call back at this number whenever your ready.", "Got it thank you.", "No problem sir, have a gr-great day.", "Thank you, you too!", "Goodbye.", "Bye, catch you later!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_784_000", "insurance_784_001", "insurance_784_002", "insurance_784_003", "insurance_784_004", "insurance_784_005", "insurance_784_006", "insurance_784_007", "insurance_784_008", "insurance_784_009", "insurance_784_010", "insurance_784_011", "insurance_784_012", "insurance_784_013", "insurance_784_014", "insurance_784_015", "insurance_784_016", "insurance_784_017", "insurance_784_018", "insurance_784_019", "insurance_784_020", "insurance_784_021", "insurance_784_022", "insurance_784_023", "insurance_784_024", "insurance_784_025", "insurance_784_026", "insurance_784_027", "insurance_784_028", "insurance_784_029", "insurance_784_030", "insurance_784_031", "insurance_784_032", "insurance_784_033", "insurance_784_034", "insurance_784_035", "insurance_784_036", "insurance_784_037", "insurance_784_038", "insurance_784_039", "insurance_784_040", "insurance_784_041", "insurance_784_042", "insurance_784_043", "insurance_784_044", "insurance_784_045", "insurance_784_046", "insurance_784_047", "insurance_784_048", "insurance_784_049", "insurance_784_050", "insurance_784_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": [ "Hey there! #Ah thank you for calling Rivertown this is Michael how can I help you?", "Hello is the only way to create my account online? or ", "Nah I can set up your account for you over the phone if that's what you want.", "Oh yeah sure how long would that take?", "It should only take about ten minutes.", "Whoa nice let's go ahead and do it then.", "Mhm for sure can I get your first and last name?", "Sarah with a h Larson.", "Larson l.a.r.s.o.n?", "Uh-huh.", "Thank you what phone number would you like to keep on file?", "Eee six five two.", "Six five two ", "Nine nine nine.", "Nine nine nine.", "Mhm six two one three.", "Got it six five two nine nine nine six two one three.", "Yep.", "Huh I'm going to need to set up a security question for you.", "Uh-huh what question?", "Do you do you know your mother's maiden name?", "Nah no I don't know that.", "Did you have a pet as a kid?", "Nah I didn't ", "Uh-huh do you remember the name of your first teacher?", "Yep it was missus Clark.", "Uh-huh I'll write it down as Clark is that fine?", "Yep.", "Eee it's Clark c.l.a.r.k.e?", "Nah, no e at the end.", "Oh got it thanks can I get your date of birth?", "Mhm March eleventh nineteen ninety seven.", "Got it could I get your address, state, city, zipcode all that.", "Uh-huh my street is three four nine Merryberry Road.", "Mhm.", "#Um Northshaw, Ohio. That's n.o.r.t.h.s.h.a.w.", "Got it thank you.", "Mhm and my zipcode is six one two thee one.", "Got it all thank you almost there I just need your social security number.", "Uh-oh I don't know it but I can go check real quick.", "Mhm go for it.", "#Er three two one nine nine three two one eight.", "Three two one five nine three two one eight?", "Whoa no it's nine nine three.", "So Three two one nine nine three two one eight?", "Mhm there you go.", "Great is there anything else I could help you with today will you be needing a quote?", "Huh no I don't think so today maybe later this week I just wanted to set up the account today.", "Uh-huh that's fine ma'am, we appreciate the call, feel free to call again whenever you want to set that up.", "Mhm sure thing. Thanks for the help!", "Your welcome have a good day, goodbye.", "Bye! Have a good day!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_785_000", "insurance_785_001", "insurance_785_002", "insurance_785_003", "insurance_785_004", "insurance_785_005", "insurance_785_006", "insurance_785_007", "insurance_785_008", "insurance_785_009", "insurance_785_010", "insurance_785_011", "insurance_785_012", "insurance_785_013", "insurance_785_014", "insurance_785_015", "insurance_785_016", "insurance_785_017", "insurance_785_018", "insurance_785_019", "insurance_785_020", "insurance_785_021", "insurance_785_022", "insurance_785_023", "insurance_785_024", "insurance_785_025", "insurance_785_026", "insurance_785_027", "insurance_785_028", "insurance_785_029", "insurance_785_030", "insurance_785_031", "insurance_785_032", "insurance_785_033", "insurance_785_034", "insurance_785_035", "insurance_785_036", "insurance_785_037", "insurance_785_038", "insurance_785_039", "insurance_785_040", "insurance_785_041", "insurance_785_042", "insurance_785_043", "insurance_785_044", "insurance_785_045", "insurance_785_046", "insurance_785_047", "insurance_785_048", "insurance_785_049", "insurance_785_050", "insurance_785_051", "insurance_785_052", "insurance_785_053", "insurance_785_054", "insurance_785_055", "insurance_785_056", "insurance_785_057", "insurance_785_058", "insurance_785_059", "insurance_785_060", "insurance_785_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! Rivertown Insurance, how can I help you?", "Hey yeah I got my quote earlier this morning and I have some time now so ", "Mhm do you want to enroll in one of our plans now?", "Uh-huh I can do it over the phone right?", "Of course I'll help you right now.", "Oh great thank you what do we ", "Mhm I'll need your information first can I get your first and last name please?", "Yep A-Amanda Couley.", "Amanda a.m.a.n.d.a?", "Yep and Couley is c.o.u.l.e.y.", "Oh thank you ma'am date of birth?", "Uh-huh January fifth nineteen eighty eight.", "Got it, thank you do you know your customer number ma'am?", "Nah sorry ", "That's fine I can use some other stuff can I get your phone number and social security?", "Uh-huh my social is seven seven one six six four three two two.", "Seven seven one six six four three two two.", "Yep and my phone number here it goes five four three.", "Five four three.", "Seven five eight.", "Uh-huh seven five eight.", "Nine three zero one.", "Nine three zero one?", "Mhm.", "Got it. do you know the answer to your security question?", "What's the question?", "Your mothers maiden name?", "Patricia p.a.t.r.i.c.i.a.", "Uh-huh that's it thanks what was the plan you got the quote for?", "Eee I think it was called Home Co- ", "Mhm our Home Complete plan?", "Yep is that the top tier plan?", "Yes ma'am how much did we quote you for?", "Oh it was one eighty a month mhm.", "Uh-huh I could also offer you a annual flat rate of two thousand a year.", "Huh how much does that save me?", "It would be about one hundred and sixty dollars throughout the year.", "Oh yeah I want to do that instead.", "Great setting it up right now can I get your card information?", "Credit card?", "Yep.", "Mhm let me go get my wallet real quick.", "Uh-huh take your time no rush.", "Got it right here two one one one three two one one.", "Two one one one one three two one one.", "Mhm three eight nine four three five five two.", "Eee so it was two one one one three two one one three eight nine four three five five two?", "Mhm yeah it is. #Er the CVV number is six three two.", "Six three two?", "Uh-huh.", "And the expiration date?", "Oh yeah twelve twenty five.", "Mhm December twenty twenty five got it, payment is processing.", "Yay great.", "Mhm while I finish this and then send you your receipt is there anything el-else I can help you with?", "No this is all I need but thank you so much!", "No problem payment done your receipt should have been sent so that's all right?", "Mhm.", "Okay we appreciate the call. Have a great day ma'am.", "Thanks you too!", "Goodbye.", "Goodbye!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_786_000", "insurance_786_001", "insurance_786_002", "insurance_786_003", "insurance_786_004", "insurance_786_005", "insurance_786_006", "insurance_786_007", "insurance_786_008", "insurance_786_009", "insurance_786_010", "insurance_786_011", "insurance_786_012", "insurance_786_013", "insurance_786_014", "insurance_786_015", "insurance_786_016", "insurance_786_017", "insurance_786_018", "insurance_786_019", "insurance_786_020", "insurance_786_021", "insurance_786_022", "insurance_786_023", "insurance_786_024", "insurance_786_025", "insurance_786_026", "insurance_786_027", "insurance_786_028", "insurance_786_029", "insurance_786_030", "insurance_786_031", "insurance_786_032", "insurance_786_033", "insurance_786_034", "insurance_786_035", "insurance_786_036", "insurance_786_037", "insurance_786_038", "insurance_786_039", "insurance_786_040", "insurance_786_041", "insurance_786_042", "insurance_786_043", "insurance_786_044", "insurance_786_045", "insurance_786_046", "insurance_786_047", "insurance_786_048", "insurance_786_049", "insurance_786_050", "insurance_786_051", "insurance_786_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 you're talking to Miranda agent for Rivertown Insurance.", "Hey girl I just got two cute lil pups and I wanted to get a pet insurance for them.", "Mhm we offer two petcare plans if you would like to hear more about them.", "Oh yeah that would be great thank you.", "Do you already have a account with us?", "Mhm my name is Elsha Layvek.", "Uh-huh could you please spell that for me? Sorry.", "No problem e.l.s.h.a.", "Mhm.", "L.a.y.v.e.k layvek.", "Got it thanks. #Um do you have your customer number on you?", "Uh-oh no ", "Eee that's alright could I get your date of birth phone number and social security number?", "Mhm my social is nine one three four two one one three.", "Got it.", "Eee my birthdate is February second nineteen eighty nine.", "Mhm got it.", "#Um the phone number is two one four five six seven seven eight one five.", "Thank you now I need the answer to your security question ", "I think it's Jenny.", "Oh you know the answer without the question nice.", "Mhm I just remembered from last time .", "Uh-huh so we have petcare basic plan and petcare preferred plan.", "Mhm what is the preferred plan.", "Well since you have multiple pets I would recommend the petcare preferred plan.", "Mhm and why is that?", "Well in this plan you get a discount for multiple pets and they're puppies so they'll need a lot of visits.", "Mhm.", "#Um the preferred plan has more coverages for prescriptions and emergency visits as well as just wellness checks.", "Oh sounds good how much is it?", "I can get you a three hundred a year flat fee, does that sound good?", "Uh-huh that's not too bad I thought it would be more .", "Nah this is the preferred plan for a reason .", "I see that.", "So you want to enroll in this plan? I can get it done today for you.", "Huh yes lets go ahead and do it.", "Mhm sure thing could I get your credit card number please?", "Uh-huh I have it right here seven five four one.", "Seven five four one.", "Mhm three two two one six three four.", "#Um three two two one six three four.", "Uh-huh three four seven eight nine.", "Three four seven eight nine got it.", "Mhm my CVV is six five six.", "Six five six?", "Yep.", "And the expiration date?", "Uh-huh November twenty twenty five.", "Mhm thank you your payment is processing could I help you with anything else?", "Nah that's it but thank you so much girl.", "Mhm no problem if you have any other questions or problems feel free to call.", "Uh-huh thanks, bye bye!", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_787_000", "insurance_787_001", "insurance_787_002", "insurance_787_003", "insurance_787_004", "insurance_787_005", "insurance_787_006", "insurance_787_007", "insurance_787_008", "insurance_787_009", "insurance_787_010", "insurance_787_011", "insurance_787_012", "insurance_787_013", "insurance_787_014", "insurance_787_015", "insurance_787_016", "insurance_787_017", "insurance_787_018", "insurance_787_019", "insurance_787_020", "insurance_787_021", "insurance_787_022", "insurance_787_023", "insurance_787_024", "insurance_787_025", "insurance_787_026", "insurance_787_027", "insurance_787_028", "insurance_787_029", "insurance_787_030", "insurance_787_031", "insurance_787_032", "insurance_787_033", "insurance_787_034", "insurance_787_035", "insurance_787_036", "insurance_787_037", "insurance_787_038", "insurance_787_039", "insurance_787_040", "insurance_787_041", "insurance_787_042", "insurance_787_043", "insurance_787_044", "insurance_787_045", "insurance_787_046", "insurance_787_047", "insurance_787_048", "insurance_787_049", "insurance_787_050", "insurance_787_051", "insurance_787_052", "insurance_787_053", "insurance_787_054", "insurance_787_055", "insurance_787_056", "insurance_787_057", "insurance_787_058", "insurance_787_059", "insurance_787_060" ], "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" ], "utterance": [ "Hello Mary-Ann here how can I help you.", "Huh this is Rivertown Insurance right?", "Mhm yes sir it is how could I help you?", "Uh-huh yep could I get a quote through the phone or ", "Mhm yes sir you can what type of insurance quote were you looking for?", "Car car insurance.", "Uh-huh got it did you know what sort of p-plan you were looking at?", "Mhm tell me about your best plan your premium plan.", "Yes sir that would be our complete auto plan.", "#Hm complete? #Uh what's so good about this plan though?", "We offer you every coverage that we have to offer all in one discounted bundle plan.", "Oh doesn't sound too bad could you get more specific with the coverages?", "Mhm well first off we have our liability insurance this covers the other drivers car and the other driver in case of accident.", "Huh what else.", "Next we have our collision and comprehensive coverage this covers.", "Eee what's the difference?", "Collision is for damage caused in a street accident comprehensive is for damage not caused by collision like weather.", "Oh I see.", "We also include in this plan PIP coverage, medical payment coverage, uninsured motorist coverage towing and labor and rental coverage.", "Mhm could you tell me about the rental coverage?", "Yes sir in the event that you find yourself without a car for whatever reason we cover the costs of the rental car required.", "Oh pretty nice what does PIP stand for?", "Oh that's personal injury protection which covers your own medical bills and also lost wages.", "Mhm sounds nice. #Er I think this is the plan I want to go with.", "Great! #Er we can get started on the quote then ", "Mhm.", "Could I get your first and last name please?", "Uh-huh Ranger Croft r.a.n.g.e.r c.r.o.f.t.", "Thank you sir what state do you reside in currently?", "Huh Michigan.", "Got it thank you your date of birth?", "Mhm ten ten two thousand.", "Uh-huh so October tenth, two thousand?", "Mhm.", "Could I get the make and model of the car you want under the plan?", "Uh-huh can I put multiple cars?", "Sure thing.", "Oh good first car then Porsche Panamera I think it's twenty twenty one by the way.", "Uh-huh got it thank you what's the mileage on that?", "Let me go see real quick sorry.", "Mhm no worries sir take your time.", "Back thirteen thousand miles on that puppy.", "Got it, the other cars?", "Mhm two more next is Range Rover Sport twenty twenty.", "You said Range Rover twenty twenty model?", "Mhm Sport model.", "Uh-huh got it thanks.", "#Um last one is Cadillac an Escalade.", "Mhm Cadillac Escalade got it what year?", "Twenty nineteen.", "Got it. #Um would you like to get this quote through email?", "Mhm yep that would be the best way.", "Okay sounds good sir. #Um could I get a good email for you we don't seem to have one on file.", "Mhm Rangerboy three three seven at gmail dot com.", "Rangerboy three three seven gmail?", "Yep.", "Okay you should get your quote within the next fifteen minutes thank you for you call today sir.", "Mhm thank you for all the help ", "#Um is there anything else I could help you with today sir?", "Nah I'm fine goodbye.", "Goodbye sir. #Um have a good day." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_788_000", "insurance_788_001", "insurance_788_002", "insurance_788_003", "insurance_788_004", "insurance_788_005", "insurance_788_006", "insurance_788_007", "insurance_788_008", "insurance_788_009", "insurance_788_010", "insurance_788_011", "insurance_788_012", "insurance_788_013", "insurance_788_014", "insurance_788_015", "insurance_788_016", "insurance_788_017", "insurance_788_018", "insurance_788_019", "insurance_788_020", "insurance_788_021", "insurance_788_022", "insurance_788_023", "insurance_788_024", "insurance_788_025", "insurance_788_026", "insurance_788_027", "insurance_788_028", "insurance_788_029", "insurance_788_030", "insurance_788_031", "insurance_788_032", "insurance_788_033", "insurance_788_034", "insurance_788_035", "insurance_788_036", "insurance_788_037", "insurance_788_038", "insurance_788_039", "insurance_788_040", "insurance_788_041", "insurance_788_042", "insurance_788_043", "insurance_788_044", "insurance_788_045", "insurance_788_046", "insurance_788_047", "insurance_788_048", "insurance_788_049", "insurance_788_050", "insurance_788_051", "insurance_788_052", "insurance_788_053", "insurance_788_054", "insurance_788_055", "insurance_788_056", "insurance_788_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": [ "Hey hello thank you for calling Rivertown Insurance Estaban here how can I help.", "Hey Estaban this is Elrin Andrews I wanted to call to get at quote for car insurance.", "Uh-huh sure thing mister Andrews you're a ex-existing customer right?", "Sure am.", "You're still located in Texas?", "Yep I am.", "Could I get your date of birth real q-quick?", "Sure it's August.", "Mhm August I need the day and the year too.", "Sorry the year Nineteen sixty eight. #Um the twentieth.", "August twenty nineteen sixty eight?", "Uh-huh.", "So you said you were looking to get a quote right? #Um for your car?", "Mhm well two cars.", "Oh it's two cars? Got it let's do one at a time first car what's the make and model?", "It is a Honda Civic.", "Got it what year is it?", "I think two thousand and seven.", "Two thousand seven got it.", "Uh-oh it's actually two thousand nine sorry.", "Huh oh alright. do you know the mileage on your Civic?", "Nah I have to go check give me a second.", "Take all the time you need.", "Just turning it on here got it.", "Mhm.", "#Um one hundred and fifteen thousand miles.", "One hundred fifteen thousand?", "Yep.", "Now the second car?", "It's a Dodge I know that ", "Coupe?", "Nah I think it's a suv I'm trying to remember.", "Do you think it's a Durango?", "Whoa! Yeah that's it Dodge Durango.", "Uh-huh do you know the year?", "Twenty nineteen I know that.", "Thank you very much and the mileage for that?", "Let me text my daughter real quick it's her car.", "Mhm.", "If I had to guess I would probably say around twenty thousand.", "Huh.", "Whew she replied it's actually thirty thousand.", "Got it thank you. generating your quote right now.", "Yay!", "Do you want to get your quote through a voice mail?", "What's my other options?", "We could also ema-email it to you.", "Oh just send the voice mail I don't mind.", "Sure thing do you want to use this number?", "Yep use this one please.", "It's three two two five four three one seven seven zero right?", "Yep.", "Wonderful you should expect your quote within the next five or so minutes ", "Yay.", "Is there anything else I could help you with?", "Nah I'm all good thanks though.", "No problem at all thanks for the call. Have a great day! Goodbye.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_789_000", "insurance_789_001", "insurance_789_002", "insurance_789_003", "insurance_789_004", "insurance_789_005", "insurance_789_006", "insurance_789_007", "insurance_789_008", "insurance_789_009", "insurance_789_010", "insurance_789_011", "insurance_789_012", "insurance_789_013", "insurance_789_014", "insurance_789_015", "insurance_789_016", "insurance_789_017", "insurance_789_018", "insurance_789_019", "insurance_789_020", "insurance_789_021", "insurance_789_022", "insurance_789_023", "insurance_789_024", "insurance_789_025", "insurance_789_026", "insurance_789_027", "insurance_789_028", "insurance_789_029", "insurance_789_030", "insurance_789_031", "insurance_789_032", "insurance_789_033", "insurance_789_034", "insurance_789_035", "insurance_789_036", "insurance_789_037", "insurance_789_038", "insurance_789_039", "insurance_789_040", "insurance_789_041", "insurance_789_042", "insurance_789_043", "insurance_789_044", "insurance_789_045", "insurance_789_046", "insurance_789_047", "insurance_789_048", "insurance_789_049", "insurance_789_050", "insurance_789_051", "insurance_789_052", "insurance_789_053", "insurance_789_054", "insurance_789_055", "insurance_789_056", "insurance_789_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 this is Monica your local Rivertown Insurance agent how can I help you?", "Hey Monica I wanted to get a quote f-for my p-pet pet insurance.", "Oh sure thing do you have an account with us?", "No I need one to get a quote?", "Mhm. We do require an account to receive any quotes or consultation.", "Huh well so I have to go and make my account first?", "You could make your account online or I can also d-do the setup process for you if you want.", "Whoa really? You can do it for me?", "Uh-huh I could right now.", "Great what do you need?", "Well first I'll be needing your first and last name.", "Mhm Samantha.", "Uh-huh Samantha what?", "Ashfield a.s.h.f.i.e.l.d.", "Thank you Samantha could I get a good phone number and email for you?", "Eee my email is big fat ash three one.", "Mhm so that is b.i.g.f.a.t.a.s.h three one? All together?", "Yep oh and it's at gmail.", "Uh-huh gmail dot com. and the phone number?", "Oh yeah here you g-go two one four.", "Two one four.", "Eight nine six five.", "Eight nine six five got it.", "#Um one one one.", "One one one thank you.", "Mhm need anything else?", "Yep almost there can I get your date of birth and social security?", "Mhm I was b-born December fourth nineteen ninetey three, and my social is one one one ", "Eee one one one?", "Mhm four three seven five four two.", "Thank you. All I'm missing now is your full address.", "Huh it's thirteen three Canthrope Lane Mary, Texas.", "Got it and the zipcode?", "Oh yeah my zipcode it's one one two two three.", "One one one two two?", "Nah add a three at the end and you go it.", "Oh my fault thank you.", "Of course can I get my quote now?", "Oh sorry I forgot I need to get a security question for your account ", "You can use my mothers maiden name I know that's ususally one of the questions.", "Mhm it's one of ours what's the answer?", "London like the city.", "Thank you we can finally get started on your quote. .", "Whew. .", "How many animals did you want the quote for?", "Oh just one Jasper the cat. Love him.", "Whoa I love cats what kind of cat?", "Uh-huh I think it's called a Siberian cat.", "Mhm got it do you know the weight and age of Jasper?", "Yep Jasper's eleven months old and he probably weighs about seven pounds?", "Okay that's what I'll mark down would you like to get your quote through your email?", "Mhm yeah you have it right?", "Yes ma'am it's on our files I just sent it so you should get it in the next few minutes.", "Yay thanks so much!", "Of course it's my pleasure. #Er feel free to call with any other questions or concerns Samantha.", "Mhm for sure.", "Goodbye! Have a great day.", "Thanks bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_790_000", "insurance_790_001", "insurance_790_002", "insurance_790_003", "insurance_790_004", "insurance_790_005", "insurance_790_006", "insurance_790_007", "insurance_790_008", "insurance_790_009", "insurance_790_010", "insurance_790_011", "insurance_790_012", "insurance_790_013", "insurance_790_014", "insurance_790_015", "insurance_790_016", "insurance_790_017", "insurance_790_018", "insurance_790_019", "insurance_790_020", "insurance_790_021", "insurance_790_022", "insurance_790_023", "insurance_790_024", "insurance_790_025", "insurance_790_026", "insurance_790_027", "insurance_790_028", "insurance_790_029", "insurance_790_030", "insurance_790_031", "insurance_790_032", "insurance_790_033", "insurance_790_034", "insurance_790_035", "insurance_790_036", "insurance_790_037", "insurance_790_038", "insurance_790_039", "insurance_790_040", "insurance_790_041", "insurance_790_042", "insurance_790_043", "insurance_790_044", "insurance_790_045", "insurance_790_046", "insurance_790_047", "insurance_790_048", "insurance_790_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, thanks for calling Rivertown Insurance. This is Tommy. How can I help you today?", "Uh Hi. I just want to pay my bill.", "Ok. I can help you with that. I will just need your first and last name to get started please.", "Oh ok. My name is Tiffany Stewart.", "Thanks for that Tiffany. Can you please spell your last name for me?", "Uh sure it is S T E W A R T.", "Thank you. Now let's see can I get your account number please?", "Um Sure. Let's see I wrote it down right here. seven nine six four eleven.", "Hmm. I do not show any account with that numer. The account number is found on the top right corner of the billing statement. It is a nine digit number with a dash in the middle.", "Oh geez. Ok I actually don't have my bill in front of me. I thought I had wrote down the right number. Uggh. I am sorry about that.", "No problem at all. We can actually look it up for you I will just need to get some more information from you.", "Oh good. Okay.", "Let's see here I will first need your date of birth please.", "Ok my birthday is nine twelve two thousand.", "Great. Next I will need your social security number please.", "Ok that I do know it is nine zero one four three seven six nine nine.", "Let me read that back to you just to make sure I got that right. I have nine zero one four three seven six nine nine.", "Yeah that is it.", "Super. Ok next up let's see I will need your current billing address please.", "Ok my address is five one one two Hope street. Philadelphia Pensylvania six two seven three three.", "So ok I have five one one two Hope street Philadelphia Pensylvanina six two seven three three. Is that correct?", "Sure is!", "Now let's see here. It looks like you have security question linked to your account.", "Uh-oh. These make me nerous .", "No need to worry Here it is what was the name of your first pet?", "Aww Archie was my first pet. He was a hound dog. Aww I loved Archie.", "Dogs are the best. I have a great dane name Smith.", "Aww so cute. A big guy huh!", "Yep, he is large and in chrge So let's see I have your account open now so we can go ahead and take a payment if you'd like?", "Ok cool. Yes I want to pay by card please. But can you remind me the balance please?", "Certainly. Your balance is four hundred sixty seven dollars and seven cents. It looks like you have some additional charges. Would you loke me to go over those with you?", "Oh yeah ok. no I knew about that those extra charges. But yeah ok I can just go ahead and pay it now.", "Ok whenever you are ready with your card number go ahead and read it to me.", "Yeah ok I have it ready. So it is four six nine three one one two six five seven seven one nine three six one.", "Okay so that is four six nine three one one two six five seven seven one nine three six one?", "Yep. Thats correct.", "Okay next can you please tell me th expiration date for the card?", "seven two thousand twenty five.", "Ok wonderful next I will just need your cvv code. The three numbers on the back of your card.", "ok seven one one.", "Okay thanks. I will process this card now for a payment of four hundred sixt seven dollars and seven cents.", "Cool ok thanks.", "You are very welome. It looks like this payment is complete. I will email you a receipt. Can I just verify your email address real quick?", "Oh yeah sure it is TiffTiff at xyz dot com.", "so that is T I F F T I F F at x y z dot com?", "Yep. Thats it.", "Okay great you should be receiving an email receipt shortly. Is there anything else I can help you with today miss Stewart?", "Uh no not that I can think of.", "Okay well thank you so much for calling Rivertown Insurance. I hope you have a wonderful rest of your day.", "Ok yeah you too. Bye- Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_791_000", "insurance_791_001", "insurance_791_002", "insurance_791_003", "insurance_791_004", "insurance_791_005", "insurance_791_006", "insurance_791_007", "insurance_791_008", "insurance_791_009", "insurance_791_010", "insurance_791_011", "insurance_791_012", "insurance_791_013", "insurance_791_014", "insurance_791_015", "insurance_791_016", "insurance_791_017", "insurance_791_018", "insurance_791_019", "insurance_791_020", "insurance_791_021", "insurance_791_022", "insurance_791_023", "insurance_791_024", "insurance_791_025", "insurance_791_026", "insurance_791_027", "insurance_791_028", "insurance_791_029", "insurance_791_030", "insurance_791_031", "insurance_791_032", "insurance_791_033", "insurance_791_034", "insurance_791_035", "insurance_791_036", "insurance_791_037", "insurance_791_038", "insurance_791_039", "insurance_791_040", "insurance_791_041", "insurance_791_042", "insurance_791_043", "insurance_791_044", "insurance_791_045", "insurance_791_046", "insurance_791_047", "insurance_791_048", "insurance_791_049", "insurance_791_050", "insurance_791_051", "insurance_791_052", "insurance_791_053", "insurance_791_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": [ "Hello Rivertown Insurance this is Nathan speaking how can I help you.", "Mhm I was trying to find an agent so I could ask about some insurance but I don't.", "Oh you need help finding on of our agents near you I can help you for sure.", "Oh thank you very much mister.", "Mhm first things first could I get your zip code please?", "Uh-huh I think it's five six one four two. I think.", "What's the name of the city you live in?", "Wichita actually I don't think that I gave you the right zipcode ", "Is it five six one four three?", "Mhm #yeah that's it you got it before I did.", "Okay now that we got that fixed I can start looking for those agents ", "Uh-huh.", "Huh I see here that we have five agents near you, is there a specific plan you were interested in?", "Mhm life insurance. yeah.", "Uh-huh three of our five agents specialize in life insure.", "Whoa nice.", "But I see here that one of them is busy all day, but that still leaves two for you available all day.", "Oh great could you tell me about them if you know anything ", "Mhm sure actually our agents do have background profiles here for if anyone like you asks.", "Oh that's great.", "Mhm well first agent is Carlisle he is twenty eight has worked in life insurance for eight years ", "#Hm young guy.", "Yep but experienced he likes to be on time and considers his clients like his best friends.", "Uh-huh tell me about the other agent.", "Yes ma'am our other agent is Melanie she's fourty four she's been working in life insurance for five years.", "Mhm.", "#Hm Melanie enjoys helping her customers the most and finding the best plan for you is second.", "Are they the same distance from me?", "#Um Melanie is twelve miles away in gainerville.", "Mhm I know where it is.", "And Carlisle is seventeen miles away in Tento.", "Oh a little out there.", "Do you have a preference ma'am?", "Mhm I think I want Melanie.", "Uh-huh got it, do you want to contact her today or later in the week?", "Jeez I think tomorrow.", "Mhm let me check her availability for tomorrow.", "Uh-huh.", "Looks like she's free for tomorrow only taking appointments it seems would you like me to set it up?", "Mhm yeah I'm fine with all that.", "Sure thing. #Um alright I ler her know your situation and she'll contact you soon.", "Mhm.", "But first I'll need a contact to give her.", "Mhm.", "Phone or Email?", "Email should be fine.", "#Um could you read it off for me?", "Mhm Lezillafast at gmail dot com.", "Could you spell that for me?", "L.e.z.i.l.l.a.f.a.s.t.", "Uh-huh at gmail dot com alright then all set she should contact you sometime today.", "Huh wh-when do you think?", "Most likely within the next two hours, she didn't seem too busy.", "Oh okay great thank you so much bye!", "Goodbye ma'am!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_792_000", "insurance_792_001", "insurance_792_002", "insurance_792_003", "insurance_792_004", "insurance_792_005", "insurance_792_006", "insurance_792_007", "insurance_792_008", "insurance_792_009", "insurance_792_010", "insurance_792_011", "insurance_792_012", "insurance_792_013", "insurance_792_014", "insurance_792_015", "insurance_792_016", "insurance_792_017", "insurance_792_018", "insurance_792_019", "insurance_792_020", "insurance_792_021", "insurance_792_022", "insurance_792_023", "insurance_792_024", "insurance_792_025", "insurance_792_026", "insurance_792_027", "insurance_792_028", "insurance_792_029", "insurance_792_030", "insurance_792_031", "insurance_792_032", "insurance_792_033", "insurance_792_034", "insurance_792_035", "insurance_792_036", "insurance_792_037", "insurance_792_038", "insurance_792_039", "insurance_792_040", "insurance_792_041", "insurance_792_042", "insurance_792_043", "insurance_792_044", "insurance_792_045", "insurance_792_046", "insurance_792_047", "insurance_792_048", "insurance_792_049", "insurance_792_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 hello Anabelle speaking this Rivertown insurance could I help you today?", "Mhm yes this is Andrew I'm calling because I was hoping you could help me make my account.", "Uh-huh of course I could help you, new account new customer?", "Mhm #yup new customer but I just want to create my account today that's all.", "Uh-huh sure thing. could I get your first and last name also your date of birth?", "Huh name? #Um Andrew Moldwaey m.o.l.d.w.a.e.y.", "Mhm.", "And birthday October eighteenth nineteen sixty f-four.", "Uh-huh got it thank you do you have any security question in mind?", "Nah you can choose ", "Uh-huh your mother's maiden name?", "Jeez it's Georgia like the state.", "Mhm, alright your account is made now I'll just need to fill in your personal information.", "Whew nice thank you very much.", "Uh-huh no problem sir could you tell me your address?", "Oh sure ma'am four t-two seven Gallo-Galloway Lane.", "Four two seven mhm got it.", "Mhm.", "What city and state are you in?", "#Um Newport Nebraska.", "Newport n.e.w.p.o.r.t?", "Yep exactly ", "What's the zipcode for that area sir?", "Four four zero five three.", "Mhm. Last thing I need is your social security number.", "#Hm alright eight four zero nine five six seven eight one.", "Got it, thank you mister Moldwaey. Your account is all set up now.", "Huh so that's it?", "Yep that's all sir is there anything else I could help you with before you go?", "Mhm actually yes could you give me a rough description of the auto insurance plans you offer?", "Uh-huh no problem sir we offer three distinct plans our Basic Auto, Preferred Auto and Complete Auto plans.", "#Um what's the difference.", "#Um in terms of tiers the basic is bronze, preferred is our gold tier plan and our platinum plan is the complete plan.", "Mhm so if I want max security I should go with the complete auto plan?", "Uh-huh that's what I would recommend sir.", "Could you tell me more about that plan?", "Uh-huh this plan has the h-highest coverage levels as well as containing every coverage plan that we offer.", "Jeez packs a punch huh?", "Mhm sure does but of course this is obviously our most expensive plan.", "Oh makes sense mhm.", "Would you like to get a quote on that sir?", "Nah just the account for today.", "Uh-huh I see, any other questions for me?", "#Um no I thank that's it when do you close?", "We close at seven thirty at night we stop answering phones at seven.", "Oh okay thanks for that ma'am ", "No problem sir is that all?", "Uh-huh thank you so much Anabelle.", "Your welcome sir, feel free to call with any questions!", "#Hm will do thank you. #Er goodbye!", "Goodbye sir have a good day!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_793_000", "insurance_793_001", "insurance_793_002", "insurance_793_003", "insurance_793_004", "insurance_793_005", "insurance_793_006", "insurance_793_007", "insurance_793_008", "insurance_793_009", "insurance_793_010", "insurance_793_011", "insurance_793_012", "insurance_793_013", "insurance_793_014", "insurance_793_015", "insurance_793_016", "insurance_793_017", "insurance_793_018", "insurance_793_019", "insurance_793_020", "insurance_793_021", "insurance_793_022", "insurance_793_023", "insurance_793_024", "insurance_793_025", "insurance_793_026", "insurance_793_027", "insurance_793_028", "insurance_793_029", "insurance_793_030", "insurance_793_031", "insurance_793_032", "insurance_793_033", "insurance_793_034", "insurance_793_035", "insurance_793_036", "insurance_793_037", "insurance_793_038", "insurance_793_039", "insurance_793_040", "insurance_793_041", "insurance_793_042", "insurance_793_043", "insurance_793_044", "insurance_793_045", "insurance_793_046", "insurance_793_047", "insurance_793_048", "insurance_793_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, you're speaking to Carlie how can I help you?", "Hiyah! #Um I recently lost my insurance card and I've been asked by my school to show proof of insurance.", "Sorry to hear about that so you need proof of insurance document sent to you?", "Mhm that's right can you just go ahead and do that.", "Oh actually I can't just yet I need to verify your identity and also your policy number, sound good?", "Uh-huh sure, what do you need to know?", "#Um could I get your first and last name?", "#Uh Brendan b.r.e.n.d.a.n Cozonga c.o.z.o.n.g.a.", "Mhm Brendan Cozonga b.r.e.n.d.a.n c.o.z.o.n.g.a, did I get it right?", "Yep.", "Now could I get your date of birth?", "Oh yeah, April fiftenth nineteen ninety nine.", "Do you have your-your customer number?", "Yep I actually wrote it down a while ago .", "Nice you seem prepared. Could you read it off for me?", "Mhm nine six seven five four three zero two zero.", "Uh-huh to confirm nine six seven five four three zero two zero?", "Mhm.", "Alright I found your account but I need to find your policy number now, do you know your policy name?", "Uh-huh I think it's the renters prefect plan?", "Yep the Renters Preferred plan! That means your policy number should be one one one two three one one two.", "Oh, I'll write that down too.", "How would you like us to send these documents to you?", "#Um what are my options?", "You could get it through the phone, through email and mail as well.", "Could I actually have all three sent to me?", "Of course if that's what you want.", "So do you need that information?", "Yep why don't we start with phone, what number would you like to recieve your proof of insurance at?", "Mhm nine five six seven six eight five four four five.", "Nine five six?", "Mhm.", "Six seven six?", "Yep.", "Five four four five? right?", "Uh-huh that's it.", "Now could I get your email?", "Yep I want it sent to b dot b conzonga at gmail.", "B period b?", "Mhm.", "Ok last think I need from you then is just your mailing address.", "Sure, five three one Norcherry Lane, Flute, Iowa, zip code six seven five zero four three.", "Norcherry n.o.r.c.h.e.r.r.y?", "Yep.", "And the zip is six seven five zero four three?", "Mhm nailed it.", "Great! You should recieve the text and email in a few hours probably and wait a few weeks for the mail.", "#Ah sounds good to me, that was faster then I thought it would be.", "Thank you for giving us a call Brendan! Don't hesitate to call again, thank you goodbye.", "Goodbye. Thank you very much." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_794_000", "insurance_794_001", "insurance_794_002", "insurance_794_003", "insurance_794_004", "insurance_794_005", "insurance_794_006", "insurance_794_007", "insurance_794_008", "insurance_794_009", "insurance_794_010", "insurance_794_011", "insurance_794_012", "insurance_794_013", "insurance_794_014", "insurance_794_015", "insurance_794_016", "insurance_794_017", "insurance_794_018", "insurance_794_019", "insurance_794_020", "insurance_794_021", "insurance_794_022", "insurance_794_023", "insurance_794_024", "insurance_794_025", "insurance_794_026", "insurance_794_027", "insurance_794_028", "insurance_794_029", "insurance_794_030", "insurance_794_031", "insurance_794_032", "insurance_794_033", "insurance_794_034", "insurance_794_035", "insurance_794_036", "insurance_794_037", "insurance_794_038", "insurance_794_039", "insurance_794_040", "insurance_794_041", "insurance_794_042", "insurance_794_043", "insurance_794_044", "insurance_794_045", "insurance_794_046", "insurance_794_047", "insurance_794_048", "insurance_794_049", "insurance_794_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": [ "Hi this is Brock, Rivertown Insurance agent how may I help you?", "Uh-huh I'm calling to enroll in a plan today.", "And who do I have the pleasure of speaking to today?", "Oh my name is Kayla Orty.", "Kayla are you a new or an existing customer?", "#Um existing I guess I made my account a few days ago so.", "Oh great, I can go ahead and get you started then did you get your customer number?", "Mhm I wrote it down somewhere I'll find it real quick ", "Uh-huh, also I'll be needing your date of birth.", "Oh sure March twenty first nineteen ninety seven.", "Got it thank you.", "#Ah here it is nine six five six.", "Nine six five six.", "Uh-huh four one nine three.", "Four one nine three go-got it.", "Yay!", "Miss Orty, do you know what plan you were looking to enroll in? have you received a quote yet?", "Mhm I requested one after I made my account the other day I was looking to get the full auto plan.", "Oh yes our Complete Auto plan fixed annual rate of two thousand a year does that sound right?", "Mhm that's it.", "Great, now could I have you read me your credit card information please?", "Mhm sorry let me grab my wallet.", "Uh-huh.", "Jeez ok I'm back card number is two two one three three one two eight five f-four four one zero two three one.", "Two two one three three one two eight five four four one zero two three one?", "Right on the money!", "Mhm could I get the CVV number now?", "#Uhm is that the ", "The three digit number on the back of your card.", "Oh yeah here it is five seven seven.", "Five seven seven got it and the expiration date?", "Uh-huh eleven twenty three?", "Mhm November twenty twenty three. #Um alright now that that's set when would you like to officially enroll.", "Eee I think at the end of the month? Can I do that?", "Yes ma'am I can set it up for you for the #end of the month the thirty first.", "Yay thank you.", "So the thirty first is #when you will receive your charge we will mail you insurance cards ", "Oh can you email them to me maybe?", "Mhm we could also email you your cards so you can print them.", "Whew that's better.", "Mhm, and so you know the cards attached as documents will only be openable and saveable the first time so don't forget.", "Oh thank you for the heads up.", "Uh-huh no problem, do you mind giving me your email?", "Mhm Ksquared seven three two at gmail dot com.", "Okay got it, you should receive the email here soon.", "Uh-oh actually the email is at yahoo not gmail sorry.", "Oh ok I changed it I'll resend the email let me know if you get it now.", "#Um oh here it is got it download save as okay got it thank you so much.", "Mhm no problem, is there anything else I could help you with today?", "Nah I think that's it thank you again, have a good day.", "Goodbye! Have a good one!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_795_000", "insurance_795_001", "insurance_795_002", "insurance_795_003", "insurance_795_004", "insurance_795_005", "insurance_795_006", "insurance_795_007", "insurance_795_008", "insurance_795_009", "insurance_795_010", "insurance_795_011", "insurance_795_012", "insurance_795_013", "insurance_795_014", "insurance_795_015", "insurance_795_016", "insurance_795_017", "insurance_795_018", "insurance_795_019", "insurance_795_020", "insurance_795_021", "insurance_795_022", "insurance_795_023", "insurance_795_024", "insurance_795_025", "insurance_795_026", "insurance_795_027", "insurance_795_028", "insurance_795_029", "insurance_795_030", "insurance_795_031", "insurance_795_032", "insurance_795_033", "insurance_795_034", "insurance_795_035", "insurance_795_036", "insurance_795_037", "insurance_795_038", "insurance_795_039", "insurance_795_040", "insurance_795_041", "insurance_795_042", "insurance_795_043", "insurance_795_044", "insurance_795_045", "insurance_795_046", "insurance_795_047", "insurance_795_048", "insurance_795_049", "insurance_795_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 Rivertown Insurance Cynthia here could I help you today?", "Mhm I forgot my password how do I ", "Huh have you tried changing it online on our website?", "Uh-huh that's why I'm calling tried to but I messed up t-too many times ", "Mhm, I could reset it for you but first I'll need to go through some verification checks.", "Yep my name is Michael Claxton m.i.c.h.a.e.l c.l.a.x.t.o.n.", "Got it could I get your date of birth mister Claxton?", "Mhm February tenth nineteen ninety three.", "Uh-huh do you know your customer number?", "Mhm I got it right here it's either five one two three or one one two three five four five two.", "Customer number is eight digits.", "Mhm so it's the second one.", "Could you read it back to me again?", "Mhm one one two three five four five two.", "Uh-huh thank you.", "Mhm.", "#Er do you know the name your first pet?", "Mhm either Shaq or Brando ", "Eee okay I'll try Shaq like the basketball player right?", "Mhm big Shaq.", "Huh that didn't work Brando b.r.a.n.d.o?", "Uh-huh ", "Got it Brando it is.", "Oh nice to know.", "I don't seem to have a email on file for you what's a good email for you.", "Huh Blaxton Bichael three four three at gmail dot com capital b's?", "B.l.a.x.t.o.n b.i.c.h.a.e.l three four three?", "Mhm you got it.", "Alright I'm getting your reset link prepared but before that what is your social?", "Huh my social security number?", "Mhm yes sir.", "Uh-huh pretty sure it's five two three four four six seven eight one.", "Uh-huh that's what I got right here thank you.", "Mhm.", "Is this five three five number we have on file still good for you?", "Yep all good.", "Oh great I just sent the email could you let me know when you get it?", "Mhm.", "Thank you is there anything I could do for you today?", "Nah I just need to change my password.", "Mhm got it, did you get the email yet?", "Uh-huh so just click on the link.", "Mhm yes sir when you click on that link it'll log me out and allow you to set a new password.", "Uh-huh alright done thank you so much.", "Mhm no problem mister Claxton so nothing else you need right?", "Yep I'm all done thanks again though ma'am.", "Of course if you have any other problems make sure to call.", "Will do thank you Cynthia.", "Mhm goodbye mister Claxton.", "Uh-huh bye bye have a good day.", "#Er you too goodbye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_796_000", "insurance_796_001", "insurance_796_002", "insurance_796_003", "insurance_796_004", "insurance_796_005", "insurance_796_006", "insurance_796_007", "insurance_796_008", "insurance_796_009", "insurance_796_010", "insurance_796_011", "insurance_796_012", "insurance_796_013", "insurance_796_014", "insurance_796_015", "insurance_796_016", "insurance_796_017", "insurance_796_018", "insurance_796_019", "insurance_796_020", "insurance_796_021", "insurance_796_022", "insurance_796_023", "insurance_796_024", "insurance_796_025", "insurance_796_026", "insurance_796_027", "insurance_796_028", "insurance_796_029", "insurance_796_030", "insurance_796_031", "insurance_796_032", "insurance_796_033", "insurance_796_034", "insurance_796_035", "insurance_796_036", "insurance_796_037", "insurance_796_038", "insurance_796_039", "insurance_796_040", "insurance_796_041", "insurance_796_042", "insurance_796_043", "insurance_796_044", "insurance_796_045", "insurance_796_046", "insurance_796_047", "insurance_796_048", "insurance_796_049", "insurance_796_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": [ "Hi this is Stephanie thank you for you calling Rivertown insurance how can I help you?", "Mhm I'm a new customer I don't have a computer ", "Were you looking to create an account?", "Uh-huh yeah I couldn't do it at home no internet.", "Oh that's fine I can complete the process for you right now over the phone.", "Huh sounds good let's do it.", "Mhm sure thing could I get your first and last name?", "Mhm Petre Cobal.", "Sorry could you spell that out for me?", "Huh alright Petre p.e.t.r.e.", "Mhm.", "Cobal c.o.b.a.l, got it?", "Mhm thank you what's a good number for you?", "Jeez three?", "Huh no sir your phone number.", "Oh! #Um wow sorry.", "Mhm it's no problem sir.", "Uh-huh here you go five one six five nine two three five one six.", "Five one six five five two three five one six?", "Nah five nine not five five.", "Oh sorry about that sir.", "Eee you're good.", "I need a security question for you.", "Mhm.", "Could you answer mother's maiden name?", "Mhm yup that's a good one, it's Santhemum s.a.n.t.h.e.m.u.m.", "S.a.n.t.h.e.m.u.m?", "Yep.", "Uh-huh got it account created I just need to complete the information tab.", "Huh.", "Could you tell me your date of birth? #Um I'll also need your social security.", "Uh-huh January fifth nineteen eight two. my social is one one two five six seven two one three.", "January fifth nineteen eighty two?", "Mhm.", "And you said one one two five six seven two one three?", "Mhm.", "Whew great all I need now is your address.", "Oh great nine nine nine Tendi Place.", "Mhm nine nine nine Tendi t.e.n.d.y?", "Nah with a i.", "Oh got it. #Er city and state?", "Norman Texas, zip code six four one two #five.", "Mhm thank you very much. #Uh that should be all your account is made.", "Yay.", "Anything else I could help you with?", "Mhm can I get a quote over the phone too?", "Uh-huh yes sir I could do that for you too.", "Nah I think I'll do it later thanks though.", "Your welcome. #Um if that's all then thank you for the call mister Cobal.", "Mhm yeah goodbye.", "Goodbye have a great day!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_797_000", "insurance_797_001", "insurance_797_002", "insurance_797_003", "insurance_797_004", "insurance_797_005", "insurance_797_006", "insurance_797_007", "insurance_797_008", "insurance_797_009", "insurance_797_010", "insurance_797_011", "insurance_797_012", "insurance_797_013", "insurance_797_014", "insurance_797_015", "insurance_797_016", "insurance_797_017", "insurance_797_018", "insurance_797_019", "insurance_797_020", "insurance_797_021", "insurance_797_022", "insurance_797_023", "insurance_797_024", "insurance_797_025", "insurance_797_026", "insurance_797_027", "insurance_797_028", "insurance_797_029", "insurance_797_030", "insurance_797_031", "insurance_797_032", "insurance_797_033", "insurance_797_034", "insurance_797_035", "insurance_797_036", "insurance_797_037", "insurance_797_038", "insurance_797_039", "insurance_797_040", "insurance_797_041", "insurance_797_042", "insurance_797_043", "insurance_797_044", "insurance_797_045", "insurance_797_046", "insurance_797_047", "insurance_797_048", "insurance_797_049", "insurance_797_050", "insurance_797_051", "insurance_797_052", "insurance_797_053", "insurance_797_054", "insurance_797_055", "insurance_797_056", "insurance_797_057", "insurance_797_058" ], "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" ], "utterance": [ "Hey there, James here how can I help you?", "#Uh thi-this is Rivertown Insurance right?", "Mhm yes ma'am what could I help you with.", "Eee yeah man, my dog just died and y-you know I don't think I'll get another one soon.", "Woah I'm very sorry to hear that ma'am.", "It's alright it's been a week but yeah I guess I should probably cancel the pet insurance right?", "Oh I see, so you were looking to cancel your petcare plan?", "Yep figured I didn't need it anymore .", "Mhm so to get the process started I need your info, could I get your first and last name?", "Uh-huh my name is Samantha Colfax born December eighth two thousand and you need my customer number right?", "#Uh yeah I will need it let me confirm your birthdate first, you said the eigth of December year two thousand?", "Yep!", "And your name s.a.m.a.n.t.h.a c.o.l.f.a.x Samantha Colfax?", "Mhm.", "Okay could I get your customer number now?", "#Um yeah it's this ten digit number right? eight two.", "Uh-oh, no ma'am it's the eight digit number do you see it?", "Oh I see it five four seven six eight five four two.", "Five four seven six eight five four two.", "Mhm.", "Alright that worked thank you, and let me confirm you only want to cancel the pet insurance?", "Yep just that.", "Do you have your policy number on hand?", "#Uh no?", "Do you know the name of your plan?", "#Um I think it was the I can't remember.", "When you enrolled we should have sent some cards do you still have those?", "#Ah I think I do can you give me a second I'll go look.", "Take your time.", "Yay! I found it the name is Petcare Basic.", "Petcare Basic? #Uh alright then your policy number should be seven seven six five four three six four.", "Uh-huh.", "#Hm, alright miss Colfax I'm almost done with the cancellation, just to let you know we do have a cancellation fee.", "Uh-oh how much is that?", "Since we are more than halfway through the year and due to the policy type the fee will be two hundred fifty dollars.", "Oh that's not that bad okay.", "#Um you wanted the cancellation date to be today or you could make it later in the year.", "#Hm I think I'll just make it today.", "Sure think I'll get that done for you.", "Oh thank you.", "All done ma'am cancellation complete.", "Mhm.", "Is there anything else I could help you with?", "No I think that's all.", "Great, thank you for calling.", "Eee actually could I change my password while I'm here?", "#Uh yes you could do it online but I could also help you change it real quick.", "Could you do that for me please?", "Of course, I need you to answer this security question for me, what is your mother's maiden n-name?", "White that should be the answer.", "Yep, that's it, now I need to verify the email you have on file, samantaaa bae at yahoo, is that correct?", "Mhm .", "You should have gotten a email?", "Yep here it is, reset link, click on it?", "Yes ma'am that should take you to where you need to go.", "I did it! Thank you so much!", "Your welcome, thank you for calling, have a good day.", "You too, happy holidays!", "#Uh yeah happy holidays! Goodbye!" ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_798_000", "insurance_798_001", "insurance_798_002", "insurance_798_003", "insurance_798_004", "insurance_798_005", "insurance_798_006", "insurance_798_007", "insurance_798_008", "insurance_798_009", "insurance_798_010", "insurance_798_011", "insurance_798_012", "insurance_798_013", "insurance_798_014", "insurance_798_015", "insurance_798_016", "insurance_798_017", "insurance_798_018", "insurance_798_019", "insurance_798_020", "insurance_798_021", "insurance_798_022", "insurance_798_023", "insurance_798_024", "insurance_798_025", "insurance_798_026", "insurance_798_027", "insurance_798_028", "insurance_798_029", "insurance_798_030", "insurance_798_031", "insurance_798_032", "insurance_798_033", "insurance_798_034", "insurance_798_035", "insurance_798_036", "insurance_798_037", "insurance_798_038", "insurance_798_039", "insurance_798_040", "insurance_798_041", "insurance_798_042", "insurance_798_043", "insurance_798_044", "insurance_798_045", "insurance_798_046", "insurance_798_047", "insurance_798_048", "insurance_798_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": [ "#Ah hello thank you for calling Rivertown Insurance!", "Hello this is Alvero Alveres I am calling because I keep getting these auto bills on my card.", "Oh ok I see you most likely have your account set to automatic billing but if you want we can change that for you.", "#Uh well yeah I obviously want it changed I'm tired of this stuff man. That's why I'm calling!", "Yes sir of course I apologise for the #inconvenience, but I can help you get that changed right now.", "Jeez alright do it then.", "Mhm of course sir I'll just need to get some of your info to access your account, Alvero-Alvero Alveres?", "Yep.", "Could you please spell that for me sir?", "#Um a.l.v.e.r.o Alvero a.l.v.e.r.e.s Alveres, got it?", "Yes sir I got it. #Uh could I get your date of birth, and would you happen to have your customer number on you?", "February fourth nineteen eighty one.", "And your customer number?", "#Um I don't know what that is ", "#Ah I could also use your phone number and your social security number if you don't have it.", "Ok my phone number is two three three, four six eight, nine one three two, ", "Two three three four six eight nine one three two.", "Mhm.", "Your social?", "Yep four five five six six nine eight four nine.", "Four five five six six nine eight four nine. Got it.", "Okay, now what? Can we can cancel now?", "Uh-huh almost I need you to answer this security question for me what is your childhoold bestfriend's name?", "#Uh Jordan Jordan.", "#Hm that didn't work, are you sure that's the answer?", "#Um maybe it's Max Machite?", "Do you know how to-how to spell that?", "Max m.a.c.h.i.t.e.", "Mhm that one worked actually.", "Oh nice sorry Jordan!", "mister Alveres would you like to make this cancellation temporary or permanent?", "#Um why would I want to make it temporary?", "Well in case at some point you wanted to turn it back on some people only want to turn it for some months.", "Oh!", "So would you want to make it temporary or per-permanent?", "Whew I guess make it temporary, but m how long could I change it for?", "Until you decide to turn it back on you can turn it back on whenever basically.", "Woah okay could you m like schedule it for a later date?", "Yes sir when would you like to re-activate the automatic billing?", "Could you make it fourteen months from now?", "January fifteenth, twenty twenty six?", "Uh-huh.", "Thank you mister Alvero I just wanted to confirm before I finish this that you do want to cancel now and then reactivate.", "Yes sir, in Jan-January.", "Got it. Automatic billing now cancelled, annd will resume again in January don't forget.", "Mhm.", "Thank you for calling mister Alvero have a great day!", "#Hm thank you for the help.", "#Um of course, anytime sir. Goodbye.", "Thank you. Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ReportBillingIssue" ], [], [ "CancelAutomaticBilling" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_799_000", "insurance_799_001", "insurance_799_002", "insurance_799_003", "insurance_799_004", "insurance_799_005", "insurance_799_006", "insurance_799_007", "insurance_799_008", "insurance_799_009", "insurance_799_010", "insurance_799_011", "insurance_799_012", "insurance_799_013", "insurance_799_014", "insurance_799_015", "insurance_799_016", "insurance_799_017", "insurance_799_018", "insurance_799_019", "insurance_799_020", "insurance_799_021", "insurance_799_022", "insurance_799_023", "insurance_799_024", "insurance_799_025", "insurance_799_026", "insurance_799_027", "insurance_799_028", "insurance_799_029", "insurance_799_030", "insurance_799_031", "insurance_799_032", "insurance_799_033", "insurance_799_034", "insurance_799_035", "insurance_799_036", "insurance_799_037", "insurance_799_038", "insurance_799_039", "insurance_799_040", "insurance_799_041", "insurance_799_042", "insurance_799_043", "insurance_799_044", "insurance_799_045", "insurance_799_046", "insurance_799_047", "insurance_799_048", "insurance_799_049", "insurance_799_050", "insurance_799_051", "insurance_799_052", "insurance_799_053", "insurance_799_054", "insurance_799_055", "insurance_799_056", "insurance_799_057", "insurance_799_058", "insurance_799_059", "insurance_799_060", "insurance_799_061", "insurance_799_062", "insurance_799_063", "insurance_799_064", "insurance_799_065", "insurance_799_066", "insurance_799_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 hello this is Catherine thank you for calling Rivertown Insurance could I help you?", "Mhm I was driving down the highway today and ", "Mhm.", "I saw this billboard for your Rivertown Insurance.", "Oh I see are you a current customer?", "Nah that's why I'm calling I saw that it said y-you guys have great rates is that true?", "Of course sir. if you want to discuss our fees and rates would you like to make an account with us?", "Huh do I need one?", "Yes sir you do.", "Oh can I make it online?", "Mhm you could make it online yourself sir yes. Or I could do it for you right now over the phone.", "Eee let's go ahead and do it right now then yeah.", "Uh-huh let's get started then could I get your first and last name sir?", "Ricardo Louise.", "Ricardo is that r.i.c.a.r.d.o?", "Mhm.", "And is it l.o.u.i.s?", "Nah Louise.", "Could you spell that for me?", "Jeez not that hard. l.o.u.i.s.e.", "Thank you sir, sorry about that. what's a good phone number for you?", "Oh use this are you ready?", "Mhm go ahead.", "Five one one.", "Mhm.", "Six two four.", "Six two four?", "Mhm four one seven two. Five one one six two four four one seven two.", "Uh-huh got it. I'll just check five one one six two four four one seven two is that right?", "Yep.", "What's your date of birth?", "Oh it's October eleventh.", "Mhm eleventh what year sir?", "Oh my bad nineteen ninety seven.", "Uh-huh thanks.", "No problem ma'am is that all?", "Last thing I'll need for your initial account setup is a security question for you.", "Oh alright can you do my high school name?", "Mhm if that's what you want sir what's the name of the high school?", "Saint Nicholas Northfair Private Acadamy.", "Northfair n.o.r.t.h.f.a.i.r?", "Yep you got it.", "Saint Nicholas like Santa Claus?", "Yes ma'am. .", "Alright sir your account is made now we just have to fill out your personal info.", "Mhm.", "I'll need your address please sir.", "My address? #Um three one two Cabin Street.", "Three one two Capin Street?", "Cabin with a b.", "Oh thank you. #Um what city and state is this address in?", "Miami ", "Mhm Florida and the.", "Nah Miami in Ohio. You should listen before assuming.", "Oh so sorry about that sir what is your zipcode?", "Five eight four two four.", "Five eight four three four?", "Four two four. not three four wow.", "Sorry about that last thing I need now is your social security.", "Huh you need that?", "Yes sir we do.", "Huh you know what could you cancel my account?", "Mhm I could but ", "Uh-huh do it then please. #Um you're going to erase my info right?", "Mhm yes sir it'll be wiped from our customer files.", "Okay bye.", "Oh goodbye sir have a great day sorry we couldn't help you today.", "Mhm I'm sure." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }