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{ "turn_id": [ "insurance_800_000", "insurance_800_001", "insurance_800_002", "insurance_800_003", "insurance_800_004", "insurance_800_005", "insurance_800_006", "insurance_800_007", "insurance_800_008", "insurance_800_009", "insurance_800_010", "insurance_800_011", "insurance_800_012", "insurance_800_013", "insurance_800_014", "insurance_800_015", "insurance_800_016", "insurance_800_017", "insurance_800_018", "insurance_800_019", "insurance_800_020", "insurance_800_021", "insurance_800_022", "insurance_800_023", "insurance_800_024", "insurance_800_025", "insurance_800_026", "insurance_800_027", "insurance_800_028", "insurance_800_029", "insurance_800_030", "insurance_800_031", "insurance_800_032", "insurance_800_033", "insurance_800_034", "insurance_800_035", "insurance_800_036", "insurance_800_037", "insurance_800_038", "insurance_800_039", "insurance_800_040", "insurance_800_041", "insurance_800_042", "insurance_800_043", "insurance_800_044", "insurance_800_045", "insurance_800_046", "insurance_800_047", "insurance_800_048", "insurance_800_049", "insurance_800_050", "insurance_800_051", "insurance_800_052", "insurance_800_053", "insurance_800_054", "insurance_800_055", "insurance_800_056", "insurance_800_057", "insurance_800_058", "insurance_800_059", "insurance_800_060", "insurance_800_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": [ "Hey hello thank you very much for calling Rivertown Insurance this is Monica how can I help you?", "Uh-huh Monica I got recommended this company by a friend of mine ", "Oh that's great could I get their name if you don't mind?", "Mhm it's Sabrina Alcent.", "Sabrina do you know how to spell Alcent?", "Mhm I'm pretty sure it's a.l.c.e.n.t.", "Oh yes I see her here in our files great thank so you were interested in signing up with us?", "Yep from what my friend told me your car insurance plans are great.", "Mhm I would agree so did you want to start up your account creation over the phone or ", "Yep let's just go ahead and do it now.", "Sure thing could I get your first and last name please sir?", "Jeremy Tulip like the flower.", "Oh nice thank you.", "What would be a good number for you mister Tulip?", "Five five three.", "Mhm.", "Seven four one.", "Seven four one.", "One eight eight six.", "Uh-huh you said one eight eight six?", "Yep.", "Five five three seven four one one eight eight six?", "Mhm.", "Great your account is about to be made I just need a security question for you.", "Huh what's the question?", "Do you know your mother's maiden name?", "Well yeah it's Tulip.", "Oh then we probably shouldn't use that one ", "Do you have like name of high school or something like that?", "Mhm yes sir we could do name of your high school, what is it?", "John Bailey Flynn.", "John Bailey is that b.a.i.l.e.y?", "Mhm and John with an h.", "Uh-huh I got that how is Flynn spelled?", "F.l.y.n.n.", "Thank you account is made. Now we have to fill out your personal information.", "Oh okay.", "Could you read your social security and date of birth off to me?", "Mhm sure I was born February twenty first in the year nineteen ninety five.", "Mhm.", "And my social number is you ready?", "Uh-huh go for it.", "Oh okay seven six two.", "Mhm.", "Eight eight.", "Mhm.", "Four one five three.", "Got it seven six two eight eight four one five three is that correct sir?", "Yep sure is.", "Great last thing I'll be needing from you sir is your address.", "Yay okay my address is six five one Cantertrip Way.", "Uh-huh what's the city and state you live in?", "Austin Austin, Texas.", "Oh nice I'm from there.", "Oh really yeah I love it.", "Uh-huh it's great. So your zipcode it's seventy three three zero one?", "Whoa yeah that's it.", "Great all set then! is there anything else you wanted to do with us today?", "Huh well it's getting pretty late so that's probably all for today th-thank you though.", "Of course sir it's my pleasure have a great evening.", "Mhm you too bye.", "Goodbye sir." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_801_000", "insurance_801_001", "insurance_801_002", "insurance_801_003", "insurance_801_004", "insurance_801_005", "insurance_801_006", "insurance_801_007", "insurance_801_008", "insurance_801_009", "insurance_801_010", "insurance_801_011", "insurance_801_012", "insurance_801_013", "insurance_801_014", "insurance_801_015", "insurance_801_016", "insurance_801_017", "insurance_801_018", "insurance_801_019", "insurance_801_020", "insurance_801_021", "insurance_801_022", "insurance_801_023", "insurance_801_024", "insurance_801_025", "insurance_801_026", "insurance_801_027", "insurance_801_028", "insurance_801_029", "insurance_801_030", "insurance_801_031", "insurance_801_032", "insurance_801_033", "insurance_801_034", "insurance_801_035", "insurance_801_036", "insurance_801_037", "insurance_801_038", "insurance_801_039", "insurance_801_040", "insurance_801_041", "insurance_801_042", "insurance_801_043", "insurance_801_044", "insurance_801_045", "insurance_801_046", "insurance_801_047", "insurance_801_048", "insurance_801_049", "insurance_801_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 Alfred with Rivertown insurance. How can I help you today?", "Hi there. I need to talk to someone about changing my credit card payment for my account.", "OK I can help you with that. Let's see can we please start with your first and last name?", "Ok yeah my name is Ben Singh.", "Wonderful can you please spell your last name for me Ben?", "Sure it's S I N G H.", "Got it. Next can you please let me know what your account number is?", "Oh actually I am not sure I would need to look it up but I I don't have my computer here so uh.", "No problem. We can look up your information. Ok first I will need your date of birth.", "Ok cool. Thanks. My birth date is April twentieth two thousand and one.", "Great. So thats four twenty two thousand one?", "Yeah thats right.", "OK great. Next can you please tell me your address?", "Sure it's three eleven North fifty fourth street. Kansas city Kansas nine six two three four.", "OK now I will need your social security number please.", "It is five four four one two seven seven six nine.", "So I have here five four four one two seven seven six nine.", "Yeah thats it.", "Last question is your security question that you chose when you first set up your account.", "Okay.", "What is your mother's maiden name?", "Uh that would be Porter.", "Great. Now that I have your account open can you remind me of how I can help you today?", "Uh yes I need to change the credit card for my account please.", "Alright I can help with that. Right not I have a card ending in seven four six nine as the primary payment method for this account. Should I remove this method of payment?", "Yes. Ya I need to cancel that one.", "Okay. I will remove it and just let me know when you are ready to read me your new card number.", "Hmm sure yeah I just need to find oh ok yeah I need to grb it here and I will read it to you.", "Okay. Just let me know when you're ready.", "Sure yeah can I put you on hold for just a sec. I thought I had my card but where did it go.", "I am happy to hold while you locate it sir.", "Ahh here it is. Ok I am ready now.", "Great please read me the sixteen numbers on the front of your card.", "Ok so it's six nine four three zero two zero six seven nine seven four three three nine eight.", "Alright I will read this back to you to confirm. I have six nine four three zero two zero six seven nineseven four three three nine eight.", "Yep that is right.", "Okay next I need the expiration date on the card?", "Yes it is nine twenty twenty eight.", "And then the cvv number on your card?", "uh six four seven.", "Okay and an you please tell me the name as it appears on the card?", "Yes it Benjamin R. Singh.", "And then the address assoicated with the card is it the same as your mailing address?", "Yes it is. North fifty fourth street.", "Okay it looks like this is all set. Your next payment of three hundred and fifty dollars will be charged to this new card ending in three three nine eight.", "Great thank you for your help.", "You are welcome. This payment is scheduled for May third.", "Yes that sounds right. Cool.", "I am so happy we were able to help you with this change of paymen mister Singh. Is there anything I can help you with before we end this call?", "No I can't think of anything. That is it for me. Thanks again.", "You have a wonderful day then. Good bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_802_000", "insurance_802_001", "insurance_802_002", "insurance_802_003", "insurance_802_004", "insurance_802_005", "insurance_802_006", "insurance_802_007", "insurance_802_008", "insurance_802_009", "insurance_802_010", "insurance_802_011", "insurance_802_012", "insurance_802_013", "insurance_802_014", "insurance_802_015", "insurance_802_016", "insurance_802_017", "insurance_802_018", "insurance_802_019", "insurance_802_020", "insurance_802_021", "insurance_802_022", "insurance_802_023", "insurance_802_024", "insurance_802_025", "insurance_802_026", "insurance_802_027", "insurance_802_028", "insurance_802_029", "insurance_802_030", "insurance_802_031", "insurance_802_032", "insurance_802_033", "insurance_802_034", "insurance_802_035", "insurance_802_036", "insurance_802_037", "insurance_802_038", "insurance_802_039", "insurance_802_040", "insurance_802_041", "insurance_802_042", "insurance_802_043", "insurance_802_044", "insurance_802_045", "insurance_802_046", "insurance_802_047", "insurance_802_048", "insurance_802_049", "insurance_802_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 Jakob speaking who am I speaking to today?", "Hey Anthony ", "Last name?", "Trevejo.", "Uh-huh spell that for me please?", "T.r.e.v e.j.o ", "Uh-huh got it. How could I help you today mister Trevejo.", "Mhm I do car insurance with you guys you do renters insurance too right?", "Uh-huh we sure do mister Trevejo were you looking to enroll in a renters insurance plan with us?", "Eee yeah I can do it right now with you right?", "Mhm mister Trevejo do you have your customer number?", "Nah what is that ", "Do you have your auto insurance cards that we sent you?", "Mhm in my garage I'll go get it real quick.", "Oh alright mister Trevejo.", "Whew here it is where ", "Mhm your number should be in the bottom left corner.", "Mhm.", "A eight digit number.", "Oh found it.", "Mhm could you read it out to me?", "Uh-huh five one four two one one two four.", "Mhm got it thank you did you know the specific plan you wanted mister Trevejo?", "Nah what plans do you guys have ", "We offer two plans a basic plan and preferred plan.", "Mhm tell me about the preferred plan.", "Uh-huh our preferred plan covers all indoor and outdoor appliances ", "Huh nice.", "Mhm also covers your electronics and personal items such as jewelry.", "Oh great.", "Would you like to enroll in this plan sir?", "Huh how much is it the fee.", "I can offer you a annual fee of three hundred a year.", "Oh okay yeah I want to do that.", "Mhm got it I'll sign you up now could I get your credit card number?", "Uh-huh yeah let me go get my wallet real quick.", "Sure thing.", "Here number one one one three five two one two three four five one one one five six.", "One one one three five two one two three four five one one one five six?", "Yep.", "Expiration date and CVV number?", "Yep got it April sixth twenty twenty seven, CVV is on the back right?", "Mhm.", "Oh it's six five two.", "Thank you sir all signed up then you're payment is processing.", "Oh great thanks is that it?", "Mhm you should get your insurance cards in the next two weeks, could I help you with anything else?", "No thank you for the help today ", "Of course thank you for the call feel free to call with any other problems.", "Yep I will goodbye.", "Goodbye mister Trevejo have a good day." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_803_000", "insurance_803_001", "insurance_803_002", "insurance_803_003", "insurance_803_004", "insurance_803_005", "insurance_803_006", "insurance_803_007", "insurance_803_008", "insurance_803_009", "insurance_803_010", "insurance_803_011", "insurance_803_012", "insurance_803_013", "insurance_803_014", "insurance_803_015", "insurance_803_016", "insurance_803_017", "insurance_803_018", "insurance_803_019", "insurance_803_020", "insurance_803_021", "insurance_803_022", "insurance_803_023", "insurance_803_024", "insurance_803_025", "insurance_803_026", "insurance_803_027", "insurance_803_028", "insurance_803_029", "insurance_803_030", "insurance_803_031", "insurance_803_032", "insurance_803_033", "insurance_803_034", "insurance_803_035", "insurance_803_036", "insurance_803_037", "insurance_803_038", "insurance_803_039", "insurance_803_040", "insurance_803_041", "insurance_803_042", "insurance_803_043", "insurance_803_044", "insurance_803_045", "insurance_803_046", "insurance_803_047", "insurance_803_048", "insurance_803_049", "insurance_803_050", "insurance_803_051", "insurance_803_052", "insurance_803_053", "insurance_803_054", "insurance_803_055", "insurance_803_056", "insurance_803_057", "insurance_803_058", "insurance_803_059", "insurance_803_060", "insurance_803_061", "insurance_803_062", "insurance_803_063", "insurance_803_064", "insurance_803_065", "insurance_803_066", "insurance_803_067", "insurance_803_068", "insurance_803_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 Brock here agent for Rivertown Insurance how could I help you?", "Uh-huh I'm Cathy hello I was thinking of switches insurances ", "Uh-oh is there anything I can do to help you with that?", "Mhm well I was thinking of cancelling but I don't know maybe there's a better plan for me?", "Uh-huh of course let me get all your identity information first please.", "Mhm Suzermire that's my last name.", "So Cathy right could you spell your last name for me please?", "Yep s.u.z.e.r.m.i.r.e Suzermire.", "Thank you Cathy could I get your date of birth and customer number?", "Mhm January eighth nineteen ninety four customer number?", "Yes ma'am your customer number it's at the bottom left of your insurance card.", "Oh okay I'm going to go upstairs to go get it.", "Mhm take your time Miss Suzermire.", "Back the yellow number or the blue number?", "Huh I think it's the blue number ma'am.", "Uh-huh it's four three three two one one nine nine.", "Four three three two one one nine nine mhm.", "Yup is that all?", "Yes ma'am I'm logged in could I get your policy number it's the yellow number on your card.", "Oh six five two f-four nine eight eight eight.", "Six five two four nine eight eight eight?", "Uh-oh actually the last number is three don't have my glasses on.", "Mhm all fine I'll get that fixed.", "Yay.", "Huh okay I see here you are enrolled in our Basic Auto plan?", "Mhm.", "Have you already talked to o-other companies about any certain plans?", "Mhm I have with AllCity Insurance.", "Oh what sort of plan were you looking at with them what tier?", "Eee I think it was their mid tier plan I just got a new car for my daughter.", "Have you seen our gold plan? The Preferred Auto plan?", "Nah could you tell me about it? #Uh how many tiers are there?", "Mhm we have the silver plan which is what you are currently enrolled in.", "Mhm.", "And we have our gold plan, and platinum plan.", "Uh-huh.", "Our gold plan right now I could offer you a annual fee of fifteen hundred a year.", "Huh.", "Is that near the offer from the other company?", "Mhm well close what sort of coverages do you offer? In the gold plan.", "You still live in Texas Miss Suzermire?", "Mhm.", "Okay ma'am this plan includes by law PIP coverage.", "Huh what's PIP?", "#Er personal injury protection.", "Oh uh-huh I know about that ", "Mhm uninsured or underinsured motorist coverage.", "Mhm.", "We also offer liability coverage two tiers above the state required minimum in our basic plan.", "Oh ", "#Um our preferred plan also includes collision coverage and comprehensive coverage.", "Eee what is comprehensive coverage?", "Uh-huh your comprehensive coverage is for damages to your vehicle other then collision.", "Oh nice lastly we have a towing and labor coverage ", "Whoa what's that.", "We cover tow truck costs if needed and covers labor to change a flat or other basic services like that.", "Whoa I like that actually could I upgrade to that plan? Fifteen hundred a year right?", "Mhm fifteen hundred I can do the upgrade for you effective immediately.", "Uh-huh yeah lets do it.", "Oh okay ma'am charge it to the same card on file?", "Yep that one please.", "Got it payment is processing do you want your new cards to be mailed or emailed?", "Huh email it to me ", "Mhm is Suze C five at yahoo dot com still a go-good email for you?", "Mhm.", "Thank you you should receive the email soon along with your receipt for your new plan ", "Mhm thank you so much Brock right?", "Yes ma'am, thank you for your business we appreciate it. Have a good day ma'am.", "Mhm you too goodbye.", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_804_000", "insurance_804_001", "insurance_804_002", "insurance_804_003", "insurance_804_004", "insurance_804_005", "insurance_804_006", "insurance_804_007", "insurance_804_008", "insurance_804_009", "insurance_804_010", "insurance_804_011", "insurance_804_012", "insurance_804_013", "insurance_804_014", "insurance_804_015", "insurance_804_016", "insurance_804_017", "insurance_804_018", "insurance_804_019", "insurance_804_020", "insurance_804_021", "insurance_804_022", "insurance_804_023", "insurance_804_024", "insurance_804_025", "insurance_804_026", "insurance_804_027", "insurance_804_028", "insurance_804_029", "insurance_804_030", "insurance_804_031", "insurance_804_032", "insurance_804_033", "insurance_804_034", "insurance_804_035", "insurance_804_036", "insurance_804_037", "insurance_804_038", "insurance_804_039", "insurance_804_040", "insurance_804_041", "insurance_804_042", "insurance_804_043", "insurance_804_044", "insurance_804_045", "insurance_804_046", "insurance_804_047", "insurance_804_048", "insurance_804_049", "insurance_804_050", "insurance_804_051", "insurance_804_052", "insurance_804_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": [ "Rivertown Insurance, this is Carla speaking how can I help you?", "#Um hi could I create an account and enroll in a #plan over the phone?", "Mhm yes sir I can help you with that. Do you want to start the sign up now?", "Uh-huh can I only sign up over the phone?", "Oh, no you could also use our website to create your account if you ", "Eee I think I'll just have you help me .", "Sure thing sir first can I get your first and last name please?", "#Uh yeah Jonny, j.o.n.n.y.", "Mhm.", "Barbados b.a.r.b.a.d.o.s.", "Uh-huh thank you could I get your phone number now?", "Mhm five four three.", "Five four three.", "#Uh two two two.", "Two two two.", "Seven five five three.", "Five four three two two two seven five five three, yeah?", "Mhm you got it Carla.", "Could I get a security question answer to finish creating your account?", "Mhm I could use my pet name or ", "Uh-huh what is the name of your first pet mister Barbados.", "Chewey c.h.e.w.e.y.", "Thank you, your account is made now I just need to get some of your personal information.", "#Uh do you need my social?", "Yep I will be needing your social security number ", "#Uh I need to go look for my card sorry.", "Mhm take your time mister Barbados.", "Eee can I make the account without it?", "Oh sorry sir no it's one of the required fields ", "Uh-oh okay hold up let me go look for it again ", "Sure thing.", "Uh-oh I can't find it ", "#Hm and you don't remember the number at all?", "Jeez maybe it's four four one two two three one?", "#Um sorry sir your social has to be nine digits.", "Oh then yeah I don't know it, what now?", "Whew well for now we can't continue with the process you'll need to find that out and then call back.", "Mhm okay sorry about that ", "Uh-huh your account is made it just has no accesses or information on it do you any questions?", "Nah I guess I just gotta go find that number ", "Yes sir just make sure to call back at this number when you do.", "Mhm do I have to ask for you or ", "If I'm available yes I could help you, but any of our other agents could continue from where we left off.", "Oh ok sounds good thank you Carla sorry about that again.", "Mhm no worries mister Barbados thank you for the call and for choosing to sign up with Rivertown Insurance.", "Mhm, before I go actaully do you have a list of the plans you have?", "Uh-huh yes sir if you give me your email I could send you the link or you could find it on our website.", "#Um okay my email is bigbman at gmail dot com.", "Bee b.e.e?", "Nah just the letter b.", "Oh okay got it. I just sent the link, could I help you with anything else?", "#Um no that's it thank you.", "Anytime mister Barbados. Have a good day! Goodbye.", "Mhm goodbye Carla. Have a good day!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount", "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_805_000", "insurance_805_001", "insurance_805_002", "insurance_805_003", "insurance_805_004", "insurance_805_005", "insurance_805_006", "insurance_805_007", "insurance_805_008", "insurance_805_009", "insurance_805_010", "insurance_805_011", "insurance_805_012", "insurance_805_013", "insurance_805_014", "insurance_805_015", "insurance_805_016", "insurance_805_017", "insurance_805_018", "insurance_805_019", "insurance_805_020", "insurance_805_021", "insurance_805_022", "insurance_805_023", "insurance_805_024", "insurance_805_025", "insurance_805_026", "insurance_805_027", "insurance_805_028", "insurance_805_029", "insurance_805_030", "insurance_805_031", "insurance_805_032", "insurance_805_033", "insurance_805_034", "insurance_805_035", "insurance_805_036", "insurance_805_037", "insurance_805_038", "insurance_805_039", "insurance_805_040", "insurance_805_041", "insurance_805_042", "insurance_805_043", "insurance_805_044", "insurance_805_045", "insurance_805_046", "insurance_805_047", "insurance_805_048", "insurance_805_049", "insurance_805_050", "insurance_805_051", "insurance_805_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 hello Rachel speaking this is Rivertown Insurance how can I help you?", "Uh-huh hi this is Mark, Mark Andrew I called a week or so ago ", "Oh yes we changed your payment and I gave you your quote on the petcare plan right?", "Mhm yes that's that's me.", "Oh so am I right to assume you're calling to enroll in the plan?", "#Um yes, but what was the rate again?", "It was a annual rate of one thousad dollars.", "Huh, you know that's actually a lot better than some of the other companies offered me ", "Yay! Always good to be ahead of the competition, so did you want to go ahead and begin enrolling.", "Eee yeah lets do it, why not?", "Could I get your customer number mister Andrew?", "Yep it's eight four five.", "Eight four five ", "#Um nine five five.", "Nine five five.", "One one. that's it.", "#Um one one, ok got it.", "Mhm.", "I wanted to confirm that it was the preferred petcare plan that you wanted.", "Yep, that's what you called it mhm.", "I'm going to need your card information for the first payment and after that it will be billed with the rest.", "Sure can you just give me a second to go get my wallet from my car?", "Mhm take your time mister Andrew no rush at all.", "Okay I'm back you need all of it?", "#Um yes the same information as last time.", "Uh-huh five four four two.", "Mhm.", "Three one one six.", "#Uh got it.", "#Er zero one eight five.", "Uh-huh.", "#Uh six six five three.", "Mhm I got five four four two three one one six zero one eight five six six five three, is that right?", "Yep that's it.", "Thank you now could I get the CVV and.", "Uh-huh the CVV is five four one.", "Mhm.", "And the expiration date is eleven thirty one.", "#Um November twenty thirty one got it.", "Mhm.", "#Um mister Andrew would you want to begin the enroll today or at a later date?", "Could you set it for the beginning of the month?", "Sure thing mister Andrew so today you will be charged your deductible.", "Mhm.", "And then at the start of next month you will make your payment and be enrolled officially.", "#Um ok.", "So your benefits won't kick in until next month I just wanted to make sure you knew that.", "Mhm yup yeah I got it.", "Great that should be all then glad I could help you today mister Andrew.", "Jeez thank you you were really great help.", "I appreciate that mister Andrew, if you have any issues please call this number again. Have a good day.", "You too. Goodbye.", "#Um goodbye!" ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_806_000", "insurance_806_001", "insurance_806_002", "insurance_806_003", "insurance_806_004", "insurance_806_005", "insurance_806_006", "insurance_806_007", "insurance_806_008", "insurance_806_009", "insurance_806_010", "insurance_806_011", "insurance_806_012", "insurance_806_013", "insurance_806_014", "insurance_806_015", "insurance_806_016", "insurance_806_017", "insurance_806_018", "insurance_806_019", "insurance_806_020", "insurance_806_021", "insurance_806_022", "insurance_806_023", "insurance_806_024", "insurance_806_025", "insurance_806_026", "insurance_806_027", "insurance_806_028", "insurance_806_029", "insurance_806_030", "insurance_806_031", "insurance_806_032", "insurance_806_033", "insurance_806_034", "insurance_806_035", "insurance_806_036", "insurance_806_037", "insurance_806_038", "insurance_806_039", "insurance_806_040", "insurance_806_041", "insurance_806_042", "insurance_806_043", "insurance_806_044", "insurance_806_045", "insurance_806_046", "insurance_806_047", "insurance_806_048", "insurance_806_049", "insurance_806_050", "insurance_806_051", "insurance_806_052", "insurance_806_053", "insurance_806_054", "insurance_806_055", "insurance_806_056", "insurance_806_057", "insurance_806_058", "insurance_806_059", "insurance_806_060", "insurance_806_061", "insurance_806_062", "insurance_806_063", "insurance_806_064", "insurance_806_065", "insurance_806_066", "insurance_806_067", "insurance_806_068" ], "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" ], "utterance": [ "Helllo, thank you for calling Rivertown insurance this is Molly how may I help you?", "#Er hi there Molly, I'm calling to see if I could change my address over the phone.", "Yes sir you can. Did you recently move or are you planning to move sometime soon?", "Uh-huh I actually just finished moving into my new house today, whew took a while .", "Oh congratulations on the move sir I'm sure it was stressful.", "Definitely, but thank you.", "Yes sir, so in order for me to change your address in our system I'll need to verify your information, could I get a name and date of birth?", "Mhm my name is Henrique Julius.", "#Hm and how is that spelled sir?", "H.e.n.r.i.q.u.e.", "Uh-huh got it.", "J.u.l.i.u.s.", "Got it thank you, and your date of birth sir?", "#Uh yeah it's the second of April nineteen eighty seven.", "Zero four, zero two, nineteen eighty seven, did I get that right?", "Uh-huh yep that's it.", "Thank you, now I just need your customer number.", "Oh where can I find that?", "#Um you wouldn't happen to have your insurance card on you? You could find it there.", "Nah but hold on I can find it real quick.", "Sure thing, take your time.", "Alright I'm back where is th-the ", "You can find your customer number on the bottom left corner of your card.", "Oh thank you is it the eight digit number or.", "Mhm yes sir it's the eight digit number bottom left.", "Okay are you ready?", "Yes mister Julius go ahead.", "Eight four two.", "Eight four two.", "Eight six seven.", "Eight six seven.", "Nine nine.", "Nine five.", "Nah nine nine, two nines.", "My apologies, let me read it back. eight four two.", "Mhm.", "Eight six seven.", "Yep.", "Nine nine.", "Yep you got it.", "Okay mister Julius I see your account here, could you verify your former address for me?", "#Uh yeah the address is jeez how could I already forget h.", "It's alright sir no rush.", "oh okay I remember now it's nine three two Golden Way.", "Nine three two Golden Way, correct?", "Yep Golden Way, g.o.l.d.e.n, golden.", "Thank you, and what is the city, state and zip code for that address?", "#Uh Brittle City, Texas. The zip code is seven four zero four five.", "Brittle City, seventy four zero four five.", "Uh-oh did I say four five I meant four six.", "Mhm so to verify it's nine three two Golden Way, Brittle City, Texas, seventy four zero four six.", "Uh-huh that's it.", "Okay thank you everything checks out. Now all I need is your new address so I can get that changed for you.", "Huh sorry my wife was asking me something, what was that?", "No problem sir I just asked for your new adress so I can go ahead and update it for you.", "Oh yeah it's four four seven eight.", "Four four seven eight.", "Municiple Drive.", "M.u.n.i.c.i.p.l.e Drive correct?", "Yep and Maryland seven six one three one.", "Maryland, Texas?", "Yep.", "Zip code seventy six one three one?", "Yes ma'am that's all.", "Thank you very much I have confirmed the change of address mister Julius is there anything else I can help you with?", "#Hm you could help me unpack? Just joking that'll be all thank you very much Molly.", "Alright glad to be of help mister Julius have a nice night!", "Thank you! you too bye!", "Goodbye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_807_000", "insurance_807_001", "insurance_807_002", "insurance_807_003", "insurance_807_004", "insurance_807_005", "insurance_807_006", "insurance_807_007", "insurance_807_008", "insurance_807_009", "insurance_807_010", "insurance_807_011", "insurance_807_012", "insurance_807_013", "insurance_807_014", "insurance_807_015", "insurance_807_016", "insurance_807_017", "insurance_807_018", "insurance_807_019", "insurance_807_020", "insurance_807_021", "insurance_807_022", "insurance_807_023", "insurance_807_024", "insurance_807_025", "insurance_807_026", "insurance_807_027", "insurance_807_028", "insurance_807_029", "insurance_807_030", "insurance_807_031", "insurance_807_032", "insurance_807_033", "insurance_807_034", "insurance_807_035", "insurance_807_036", "insurance_807_037", "insurance_807_038", "insurance_807_039", "insurance_807_040", "insurance_807_041", "insurance_807_042", "insurance_807_043", "insurance_807_044", "insurance_807_045", "insurance_807_046", "insurance_807_047", "insurance_807_048", "insurance_807_049", "insurance_807_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": [ "Hey thank you for c-calling Rivertown Insurance how c-can I help you?", "#Um hi there the other day I tried to log into my account but I couldn't remember my question.", "Your question?", "Uh-huh my security question I couldn't remember it so I can't really use that one anymore ", "Mhm so you-you would like to change your security question sir?", "Yep can you do that.", "Mhm I can I'll just need to veri-verify some info.", "Oh go ahead ", "Mhm your first and last name sir?", "Michael Longtee.", "Michael Longtee?", "Mhm m.i.c.h.a.e.l l.o.n.g.t.e.e.", "Uh-huh thank you I got it. #Um your date of birth?", "January second nineteen sixty five ", "Mhm do you know your-your customer number?", "Uh-oh I don't think so ", "It's a eight digit number on the back of your insurance cards may-maybe you have one?", "Oh yeah actually think I do let me look in my wallet ", "Mhm.", "#Hm not this no not this either oh here it is four four four one two two three one.", "Four four four one two two three one?", "Mhm.", "Oh alright I got access here what did you want to change-change it to?", "Jeez ", "Name of your first pet?", "Eee okay yeah do that his name was Kimbo.", "Mhm K-Kimbo k.i.m.b.o r-right?", "Yep. #Uh you changed it right?", "Mhm it's done sir thank you very much.", "Nah thank you for the help today.", "My pleasure actually if you don't mind could I get your email to send you the link to our c-caller rater site. It's actually only my second day.", "Mhm sure it's Edwardoman eight five at gmail.", "E.d.w.a.r.d.o.m.a.n eight five at gmail dot com got itI sent the link my name is Cr-Crystal by the way for the rate .", "Crystal? #Um alright well I enjoyed your service so I'll make sure to leave a great rating .", "Thank you so-so much you were very pleasant also ", "Oh thank you! don't hear that too much.", "#Um your welcome sir, is there anything else I could help you with today?", "Mhm I think that's all for today thanks again though.", "Uh-huh again it's my pleasure if that's all then have a good day mister Longtee thanks for the c-call.", "Mhm goodbye ", "Goodbye!", "#Ah actually real quick before I go if I need to change my information again would I have to call again or is there another way?", "Mhm well over the ph-phone is one option you could also do it online as long as you have all of your information.", "Oh online? I guess I didn't look everywhere last time.", "Mhm but you have to be fully logged in to change it maybe that's why you couldn't do it.", "Oh that makes sense thank you.", "Of course wil-will that be all for you sir?", "Mhm yeah I think I'm good this time actually now .", "Great! Glad I could h-help you ", "Mhm goodbye.", "Oh yeah bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_808_000", "insurance_808_001", "insurance_808_002", "insurance_808_003", "insurance_808_004", "insurance_808_005", "insurance_808_006", "insurance_808_007", "insurance_808_008", "insurance_808_009", "insurance_808_010", "insurance_808_011", "insurance_808_012", "insurance_808_013", "insurance_808_014", "insurance_808_015", "insurance_808_016", "insurance_808_017", "insurance_808_018", "insurance_808_019", "insurance_808_020", "insurance_808_021", "insurance_808_022", "insurance_808_023", "insurance_808_024", "insurance_808_025", "insurance_808_026", "insurance_808_027", "insurance_808_028", "insurance_808_029", "insurance_808_030", "insurance_808_031", "insurance_808_032", "insurance_808_033", "insurance_808_034", "insurance_808_035", "insurance_808_036", "insurance_808_037", "insurance_808_038", "insurance_808_039", "insurance_808_040", "insurance_808_041", "insurance_808_042", "insurance_808_043", "insurance_808_044", "insurance_808_045", "insurance_808_046", "insurance_808_047", "insurance_808_048", "insurance_808_049", "insurance_808_050", "insurance_808_051", "insurance_808_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 hello, thank you for calling Rivertown insurance Bryce speaking how can I help you today?", "Eee yeah I think I want to change my plan ", "Mhm you have a plan with us sir? Could I get your first and last name please?", "Uh-huh my plan is with you renters insurance but my name is Edward Scixser.", "Huh could you spell your #last name for me please Edward?", "Mhm I get that s.c.i x.s.e.r a little weird I know.", "Oh no I just wasn't sure if I had it right .", "Mhm no worries man.", "Uh-huh would you happen to know your cu-customer number?", "Eee no I don't think so what do you need it for?", "Oh just to access your account here but I could also use your number and social.", "Whew that's great. #Um so you need my social security number?", "Mhm yes sir.", "Uh-huh okay it's five one two.", "Five one two.", "Three three.", "Three three.", "#Uh one nine zero two.", "Five one two three three one nine zero two right?", "Mhm.", "Oh good, is the number on file the same that you are calling on right now?", "Nah nope it's seven six two.", "Seven six two ", "Five four f-four.", "Five four four mhm.", "Seven four five si-six seven.", "Seven four five six six seven? #Um.", "Nah only one six ", "Oh I'm sorry that's my bad so seven six two five four four seven four five six seven?", "Mhm.", "Okay last bit I need what is your mother's maiden name?", "Eee I think Cartwright c.a.r.t.w.r.i.g.h.t pretty sure.", "Yep that was it thank you. So you were looking to change your renters plan today?", "Uh-huh.", "Mhm and you have the Renters Basic plan? Is that correct?", "Mhm yup.", "Okay were you looking to upgrade to our premium tier plan?", "#Um what other plans do you have.", "Oh well our Renters Basic is our base plan we only have one other plan the Renters Preferred plan.", "Mhm tell me about this preferred plan you got.", "Sure thing our preferred plan covers a wider range of appliances and in house items as well as higher rate of coverage for luxury personal items such as jewelry.", "Mhm how much is it yearly or monthly.", "Three hundred dollars if you choose to go with our Annual fee, monthly you would play thirty dollars.", "#Hm so it's a lit-little bit more to go monthly I guess I'll choose the annual plan then.", "Great you want to go through with the change?", "Mhm you guys have all my card info and whatnot right?", "Uh-huh I have it all right here sir just confirming and completing the change process for your p-plans.", "Whoa that's wonderful will I be charged today?", "Yes sir the charge will go through today, and you should receive your new insurance cards in the mail within the next few weeks.", "Whew thanks for all the help man you made that really easy for me.", "Mhm your welcome sir feel free to call if you have any other problemiss thank you.", "Uh-huh thanks. Goodbye.", "Goodbye. Have a great day." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_809_000", "insurance_809_001", "insurance_809_002", "insurance_809_003", "insurance_809_004", "insurance_809_005", "insurance_809_006", "insurance_809_007", "insurance_809_008", "insurance_809_009", "insurance_809_010", "insurance_809_011", "insurance_809_012", "insurance_809_013", "insurance_809_014", "insurance_809_015", "insurance_809_016", "insurance_809_017", "insurance_809_018", "insurance_809_019", "insurance_809_020", "insurance_809_021", "insurance_809_022", "insurance_809_023", "insurance_809_024", "insurance_809_025", "insurance_809_026", "insurance_809_027", "insurance_809_028", "insurance_809_029", "insurance_809_030", "insurance_809_031", "insurance_809_032", "insurance_809_033", "insurance_809_034", "insurance_809_035", "insurance_809_036", "insurance_809_037", "insurance_809_038", "insurance_809_039", "insurance_809_040", "insurance_809_041", "insurance_809_042", "insurance_809_043", "insurance_809_044", "insurance_809_045", "insurance_809_046", "insurance_809_047", "insurance_809_048", "insurance_809_049", "insurance_809_050", "insurance_809_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": [ "Rivertown Insurance this is Cal speaking can I help you today?", "Sure can I got referred to this company by my sister.", "Is your sister a customer of ours?", "Mhm she sure is I think she has been for a while.", "If you d-don't mind could I have her name?", "Mhm what for? If you don't mind me asking.", "Well we offer rewards for referral to our existing customers.", "Whoa that's cool I didn't even know that.", "Mhm so her name?", "Oh yeah it's Michelle Blando.", "Michelle with two l's or one.", "Two.", "Thank you. #Um so you wanted to start and account with us as well ma'am?", "Yep for sure.", "Alright could I get your first and last name now?", "Uh-huh it's Solangel Filipa.", "Sorry could you spell that for me?", "Mhm s.o.l.a.n.g.e.l. Solangel Filipa f.i.l.i.p.a.", "Got it thanks. date of birth?", "Nineteen ninety nine. #Um December tenth.", "December tenth nineteen ninety nine got it. what's a good phone number for you?", "Well this one.", "Two three three ", "Yep no need to keep going it's that number.", "Uh-huh sure thing. Would you like to use your first pet's name as your security question?", "Sure I don't mind that Jack.", "Jack? #Um is that the name?", "Huh? Oh yeah sorry.", "No problem I got it. We're almost done.", "Whew.", "What's your social?", "Social?", "Mhm like your social security card number.", "Oh it's six six one.", "Six six one.", "Eee two one two one three three.", "Six six one two one two one three three.", "Mhm.", "Alright now last thing I need is your full address.", "Got you one one one Alleybrook Way. That's in Porter, Georgia.", "Could I also get your zipcode?", "Mhm it's six one five one two.", "Thank you that means we are all set then.", "Whew.", "Is there anything else you needed help with now?", "Nah I just wanted to make my account today. #Um how do I login?", "Oh you just use the information you provided, your first and last name and the question.", "Huh I see.", "Mhm well if that's all then have a good day ma'am.", "Oh yeah have a great day thank you.", "Thank you for the call. Goodbye!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_810_000", "insurance_810_001", "insurance_810_002", "insurance_810_003", "insurance_810_004", "insurance_810_005", "insurance_810_006", "insurance_810_007", "insurance_810_008", "insurance_810_009", "insurance_810_010", "insurance_810_011", "insurance_810_012", "insurance_810_013", "insurance_810_014", "insurance_810_015", "insurance_810_016", "insurance_810_017", "insurance_810_018", "insurance_810_019", "insurance_810_020", "insurance_810_021", "insurance_810_022", "insurance_810_023", "insurance_810_024", "insurance_810_025", "insurance_810_026", "insurance_810_027", "insurance_810_028", "insurance_810_029", "insurance_810_030", "insurance_810_031", "insurance_810_032", "insurance_810_033", "insurance_810_034", "insurance_810_035", "insurance_810_036", "insurance_810_037", "insurance_810_038", "insurance_810_039", "insurance_810_040", "insurance_810_041", "insurance_810_042", "insurance_810_043", "insurance_810_044", "insurance_810_045", "insurance_810_046", "insurance_810_047", "insurance_810_048", "insurance_810_049", "insurance_810_050", "insurance_810_051", "insurance_810_052", "insurance_810_053", "insurance_810_054", "insurance_810_055", "insurance_810_056", "insurance_810_057", "insurance_810_058", "insurance_810_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": [ "Hello! Rivertown insurance Jan here how may I help you?", "Uh-huh hi this is Mike.", "Hello Mike how could I help you today?", "Mhm is the only way I can enroll in a plan by going to one of your offices?", "No sir I could help you with that over the phone or you could do it online.", "Uh-huh how long does it take to do online?", "Oh it probably thirty five or so minutes there's a bit of document submitting you have to do.", "Eee do I have to do that over the phone?", "No sir I can do all that for you and it should only take us twenty minutes or so.", "Mhm okay lets do it.", "Uh-huh could I get your last name Mike?", "Yep Jablawski.", "Could you spell that for me?", "Mhm j.a.b.l.a.w.s.k.i.", "Uh-huh got it. #Um is this the first plan you'll be enrolling in?", "Yep I'm a newbie .", "Mhm could I get your on file phone number and social security number?", "Uh-huh yeah my number is seven five three six eight one five one one two.", "Seven five three six eight one five one one two, right?", "Mhm my social is can you give me a second.", "Uh-huh sure thing Mike take your time.", "Eee okay I'm back you ready?", "Uh-huh ready when you are.", "Eee five eight one two two five four seven three.", "Uh-huh five one eight?", "Mhm.", "Two two?", "Mhm.", "Five four seven three?", "Yep.", "Oh got it. #Um alright I just need you to answer what is your mother's maiden name?", "Michelle, m.i.c.h.e.l.l.e.", "Got it, loggin in did you know what plan type it was that you were interested in?", "Mhm I already got a quote for renters insurance I just needed to enroll.", "Uh-huh which tier of our renters insurance were you looking at?", "I think the higher tier one I forgot what it's called.", "Our Renters Preferred plan?", "Oh yeah! That was it thirty six a month? Right?", "Mhm yes sir I could also offer you a flat three hundred a year rate.", "Huh I see that's even better.", "Yep so you want to go ahead and get enrolled in this plan?", "Uh-huh for sure.", "Huh I see we have no payment information for you could I get your card number?", "Yep seven one two.", "Seven one two.", "Three three three five two.", "Three three three five two.", "Eight seven nine.", "Mhm eight seven nine.", "Two eight zero one one.", "Two eight zero one one. Got it.", "#Um my expiration date is September twenty twenty five. And CVV six four two.", "Uh-huh thank you Mike, you'll be mailed your receipt and insurance cards within the next two weeks.", "Oh great thanks Jan.", "Mhm no problem sir is there anything else I could help you with?", "Nah that's all thanks alot though.", "Anytime Mike don't hesitate to call us with any o-other questions.", "Mhm.", "Goodbye have a great day.", "Uh-huh goodbye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_811_000", "insurance_811_001", "insurance_811_002", "insurance_811_003", "insurance_811_004", "insurance_811_005", "insurance_811_006", "insurance_811_007", "insurance_811_008", "insurance_811_009", "insurance_811_010", "insurance_811_011", "insurance_811_012", "insurance_811_013", "insurance_811_014", "insurance_811_015", "insurance_811_016", "insurance_811_017", "insurance_811_018", "insurance_811_019", "insurance_811_020", "insurance_811_021", "insurance_811_022", "insurance_811_023", "insurance_811_024", "insurance_811_025", "insurance_811_026", "insurance_811_027", "insurance_811_028", "insurance_811_029", "insurance_811_030", "insurance_811_031", "insurance_811_032", "insurance_811_033", "insurance_811_034", "insurance_811_035", "insurance_811_036", "insurance_811_037", "insurance_811_038", "insurance_811_039", "insurance_811_040", "insurance_811_041", "insurance_811_042", "insurance_811_043", "insurance_811_044", "insurance_811_045", "insurance_811_046", "insurance_811_047", "insurance_811_048", "insurance_811_049", "insurance_811_050", "insurance_811_051", "insurance_811_052", "insurance_811_053", "insurance_811_054", "insurance_811_055", "insurance_811_056", "insurance_811_057", "insurance_811_058", "insurance_811_059", "insurance_811_060", "insurance_811_061", "insurance_811_062" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello how can I help you?", "#Um I wanted to get a q-quote for pet inurance.", "Mhm, may I ask who I'm speaking to?", "Uh-huh this is Craig, Craig Lawrence.", "Craig Lawrence? #Um could you spell that for me?", "Uh-huh c.r.a.i.g l.a.w.r.e.n.c.e, got it?", "Yep thank you mister Lawrence, I could get that quote started for you first I just need to complete our account verification checks.", "Oh you can do it for megreat. Also what checks?", "Oh it's just basic identification question.", "Uh-huh.", "Could I get your date of birth please?", "Mhm December fourteenth nineteen eighty two.", "Thank you mister Lawrence do you have your cu-customer number?", "Nah what is that?", "Your customer number is a eight digit code that we #use for logins, do you have your insurance card?", "Nah I never got those could you help me with that too?", "Mhm yes sir could I get your phone number and social security number?", "Huh what do you need that for?", "Oh since you don't have your customer number we have to use this method for the login.", "Uh-huh well my social is nine zero nine.", "Nine zero nine.", "#Uh two three.", "Two three.", "#Er four two seven five.", "Nine zero nine two three four two seven f-five?", "Mhm and use this number two one three ", "Two one three.", "Mhm five one one.", "Five one one.", "Eight four six eight.", "Uh-huh. #Er two one three five one one eight four six eight.", "Yep.", "Huh mister Lawrence I see here you have no mailing address on file.", "Uh-oh I must have forgot to do that.", "What address would you like to use and I could get your card and quote mailed to you.", "Uh-huh use five one three Corral Way.", "Five one three?", "Mhm.", "Corral c.o.r.r.a.l?", "Mhm yep.", "And the city and state? #Er also your zipcode.", "Uh-huh Mazco Mazco, Tennessee zip code is five one four six seven.", "Mhm could you spell Mazco for me?", "Uh-huh m.a.z.c.o.", "Thank you the zip code was five one four six seven?", "Mhm.", "Okay let's get started with that quote is your pet a dog? cat? just one pet?", "Mhm just one a cat.", "Do you know the breed?", "Mhm Persian I think.", "Uh-huh the age and weight?", "He's three years old weight I don't kn-know ", "Do you have old veterinary documents maybe?", "Nah I guess I can just go weigh him give me a second.", "Huh oh okay sir.", "Whew I'm back he weighs sixteen pounds.", "Uh-huh got it your cards and quote should get to your house in a few days.", "Yay that's great that's all then.", "Mhm unless you have any questions?", "Nah I'm good, appreciate the help though.", "Of course feel free to call with any other questions have a good day sir.", "Mhm see ya!", "Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_812_000", "insurance_812_001", "insurance_812_002", "insurance_812_003", "insurance_812_004", "insurance_812_005", "insurance_812_006", "insurance_812_007", "insurance_812_008", "insurance_812_009", "insurance_812_010", "insurance_812_011", "insurance_812_012", "insurance_812_013", "insurance_812_014", "insurance_812_015", "insurance_812_016", "insurance_812_017", "insurance_812_018", "insurance_812_019", "insurance_812_020", "insurance_812_021", "insurance_812_022", "insurance_812_023", "insurance_812_024", "insurance_812_025", "insurance_812_026", "insurance_812_027", "insurance_812_028", "insurance_812_029", "insurance_812_030", "insurance_812_031", "insurance_812_032", "insurance_812_033", "insurance_812_034", "insurance_812_035", "insurance_812_036", "insurance_812_037", "insurance_812_038", "insurance_812_039", "insurance_812_040", "insurance_812_041", "insurance_812_042", "insurance_812_043", "insurance_812_044", "insurance_812_045", "insurance_812_046", "insurance_812_047", "insurance_812_048", "insurance_812_049", "insurance_812_050", "insurance_812_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 this is Kathy. How can I help you today?", "Oh hi. Yes I need to I would like to file a report of damage to my house.", "I am sorry to hear you have had some damage to your property. I can help you file a property claim. What is your name sir?", "David Norcross.", "And David would you mind spelling your last name for me?", "Sure it's N O R C R O S S.", "Okay now I will need your customer number please.", "Okay yes I have that right here it is eight one three three nine seven two one.", "Excellent. Let me see here oh ok yes now I will need your date of birth please.", "My date of birth?", "Yes sir. This is just to verify your identity before accessing the account.", "Oh ok then. my birthday is November fifth nineteen eighty one.", "Super. I now have your account up and we can get started on your property claim. I appreciate your patience.", "Ok cool. No problem.", "So can you please tell me where you have damage?", "Uh yeah it's my roof. Not looking good this morning!", "Oh no I am sorry to hear that. Can you please briefly describe to me what has happened?", "Yeah sure can. so we had quite the storm last night lots of rain wind maybe some hail? Not really sure. So woke up this morning and went out back and the roof over my patio has blown off. Like it's still kind of attached but not where it should be ya know?", "Oh wow. That must have been quite the storm! Hope you and your family are okay.", "Oh yeah we are fine. Used to storms like this ya know. Just want to get the roof fixed and we'll be good.", "Well we will certainly help with getting the roof repaired. Is there any other damage that happened last night to the home?", "Uh no. Well at least not that I have noticed yet. It is still early. I suppose I might I should you know look around a bit I guess.", "Yes for sure. Well please do not hesitate to reach out again if you notice anything else. So let's get someone out there to take a look.", "Ok yeah that would be good.", "Can I please verify the property address real quick?", "Yeah so it is three seven one west tillamook road. Fremont California seven two three six four.", "Okay thanks for that. Let me see here how soon I can get someone out for you to take a look and assess the damage. OK how about tomorrow morning at nine a.m.?", "Oh ok cool that's faster than I actually thought yeah we can do that. Do I need to be home?", "We do prefer that you are home to meet the agent of possible.", "Oh ok well actually my wife can be there oh wait actually no I will be there. Nine o'clock tomorrow. Great.", "Fantastic. Well I have you on the schedule here. Before I let you go I just wanted to get a little more information if I could.", "Yeah sure.", "So we have here that this is the original roof that wasplaced on the house when it was built in nineteen senty eight. Is that correct?", "Yes that's right. Guess it is about time for a new one.", "And ar you able to tell me aproximately what time the storm took place?", "Oh it was close to aroung seven thirty last night lasted a long time thats just when I think it started. It was storming even after I went to bed at like ten o'clock.", "Ok and did you happen to take some picutres of the damage?", "Yes I did actually. I have a few here.", "Great. Just hold on to those or if you would like you can upload them on the webite under the files tab under your claim.", "Oh ok I can do that.", "So let me go ahead and get you your claim number. This will be what you use if you want to view the progress online or if you would like to call in and speak to someone.", "OK cool. Thanks.", "Are you ready for the claim numer now?", "Yes I am grabbing a pen real quick ok I am good to go.", "Okay the claim number is one six five five four nine seven three.", "Okay so I got one six five five four nine seven three?", "Yep that is corret sir. So just to confim an agent will be out to your property tomorrow morning at nine a.m. to assess the damage to the roof. After that someone will be in touch with you in the next day or two to fet the repairs scheduled.", "Okay that sounds good to me.", "Is there anything else I can help you with this morning?", "No thanks. That'll be all.", "Well then you have yourself a wonderful day. Thanks for calling.", "Ok yeah you too. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_813_000", "insurance_813_001", "insurance_813_002", "insurance_813_003", "insurance_813_004", "insurance_813_005", "insurance_813_006", "insurance_813_007", "insurance_813_008", "insurance_813_009", "insurance_813_010", "insurance_813_011", "insurance_813_012", "insurance_813_013", "insurance_813_014", "insurance_813_015", "insurance_813_016", "insurance_813_017", "insurance_813_018", "insurance_813_019", "insurance_813_020", "insurance_813_021", "insurance_813_022", "insurance_813_023", "insurance_813_024", "insurance_813_025", "insurance_813_026", "insurance_813_027", "insurance_813_028", "insurance_813_029", "insurance_813_030", "insurance_813_031", "insurance_813_032", "insurance_813_033", "insurance_813_034", "insurance_813_035", "insurance_813_036", "insurance_813_037", "insurance_813_038", "insurance_813_039", "insurance_813_040", "insurance_813_041", "insurance_813_042", "insurance_813_043", "insurance_813_044", "insurance_813_045", "insurance_813_046", "insurance_813_047", "insurance_813_048", "insurance_813_049", "insurance_813_050", "insurance_813_051", "insurance_813_052", "insurance_813_053", "insurance_813_054", "insurance_813_055", "insurance_813_056", "insurance_813_057", "insurance_813_058", "insurance_813_059", "insurance_813_060", "insurance_813_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 Mark thank you for calling Rivertown Insurance how can I help you?", "Mhm yeah I saw I could make my account over the phone? #Uh do you.", "Yep you sure can, do you want to go ahead and get started?", "Mhm sure, I don't have to pay to make the account right? #Uh.", "No sir, completely free, could I ", "Whew that's good.", "Uh-huh, could I get your first and last name sir?", "Bryan Wickerstarir.", "Brian? B.r.i.a.n?", "Nah bryan with a y man.", "B.r.y.a.n right?", "Mhm.", "Could you spell your last name for me too sir?", "Jeez w.i.c.k.e.r.s.t.a.r.i.r didn't think it was that hard ", "What's a good number for you sir?", "Huh this one? #Uh yeah.", "two three four four five sive nine eight seven zero, is this the number you would like use sir?", "Mhm yeah that's this one ", "Now I need a security question for you sir do you have one in mind or would you like to pick from our list?", "Eee just #tell me the list.", "Mhm sure thing sir what is your mother's maiden name? That's the first one.", "Nah I don't know that next.", "The na-name of your childhood best friend?", "#Hm Carlos? #Uh maybe Clayne? #Uh nevermind not that one.", "Mhm alright sir how about the name of your high school?", "Oh nice West Carivedel High. Go Pumas!", "West Carividel you said? #Um how is that spelled?", "#Uh c.a.r.i.v.i.d.e.l.", "Uh-huh got it sir, what is your date of birth sir?", "Huh my what?", "Your date of birth sir?", "Data birth? #Um what's that ", "Oh, excuse me sir no it's date. of. birth. Like birthday?", "Jeez my bad I couldn't hear you .", "Uh-huh well that's alright sir.", "#Um August the fifteenth nineteen seventy one.", "August fifteenth nineteen seventy one okay got it.", "Mhm.", "Now I'll be needing your address.", "Uh-huh seven oh three West Cut Boulevard.", "Mhm, could I also get your zip code and the city and state too please?", "Huh oh my fault, yeah the city is Briar in Louisiana. Three three five oh four.", "Mhm Briar, Louisiana, Three three five zero four?", "Whoa it's six oh four sorry I forgot I moved recently.", "Mhm no worries sir.", "So account all set up? #Ah.", "Oh not yet sir the last bit of info I need is your social security card number, could you read it out for me?", "Mhm but I actually don't have my card with me let me go look for it sorry.", "Take all the time you need Bryan.", "#Hm I didn't find it but I texted my wife she should know. .", "Uh-huh just let me know when you're ready.", "Oh here it us she just texted me it's seven six two.", "Seven six two.", "Mhm two two.", "Two two mhm.", "#Uh three one four nine.", "Three one four nine got it.", "Yay.", "That should be all sir can I help you with anything else today? Would you like to begin enrollment?", "Nah I'll do that later I'm good thanks though Bye!", "Mhm goodbye! Call back whenever you're ready and one of our agents could help.", "#Uh okay yeah bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_814_000", "insurance_814_001", "insurance_814_002", "insurance_814_003", "insurance_814_004", "insurance_814_005", "insurance_814_006", "insurance_814_007", "insurance_814_008", "insurance_814_009", "insurance_814_010", "insurance_814_011", "insurance_814_012", "insurance_814_013", "insurance_814_014", "insurance_814_015", "insurance_814_016", "insurance_814_017", "insurance_814_018", "insurance_814_019", "insurance_814_020", "insurance_814_021", "insurance_814_022", "insurance_814_023", "insurance_814_024", "insurance_814_025", "insurance_814_026", "insurance_814_027", "insurance_814_028", "insurance_814_029", "insurance_814_030", "insurance_814_031", "insurance_814_032", "insurance_814_033", "insurance_814_034", "insurance_814_035", "insurance_814_036", "insurance_814_037", "insurance_814_038", "insurance_814_039", "insurance_814_040", "insurance_814_041", "insurance_814_042", "insurance_814_043", "insurance_814_044", "insurance_814_045", "insurance_814_046", "insurance_814_047", "insurance_814_048", "insurance_814_049", "insurance_814_050", "insurance_814_051", "insurance_814_052", "insurance_814_053", "insurance_814_054", "insurance_814_055", "insurance_814_056", "insurance_814_057", "insurance_814_058", "insurance_814_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": [ "Hello, yes this is Kathy with Rivertown, am I speaking to Carl Mark?", "Huh oh the insurance company right? #Uh yeah this is Carl.", "Mhm I'm calling you back in regards to your enrollment in one of our plans.", "Oh yeah I remember now the car insurance plans.", "Uh-huh that's right I already have your account pulled up we can go ahead with the quote.", "Oh okay I drive a Honda.", "Mhm what kind of Honda?", "#Uh Civic from twenty fifteen.", "Twenty fiften Honda Civic got it, do you know your current mileage on the car?", "#Um let me go check real quick.", "Mhm go ahead.", "Whew alright I'm back it has sixty six thousand miles.", "Sixty six thousand? #Um.", "Oh by the way the car is actually from twenty sixteen my bad.", "Uh-huh I'll get that changed thank you for letting me know your birthdate is December fifteenth right?", "Mhm is that all you need?", "Yes sir that's all I need to know you're located in Georgia right mister Mark?", "Yep.", "I can offer you our Preferred Auto plan which is a comprehensive plan #with all of the state required coverages and some extras.", "Uh-huh what are the required coverages?", "The state of Georgia requires that all insured drivers have liability and physical damage insurance and uninsured motorist insurance.", "Uh-huh sorry but could you explain those to me?", "Mhm of course mister Mark I'll start with your liability insurance.", "Mhm.", "#Um this coverage is for bodily injury and property damage that you may cause in the the even of an acc-accident.", "Oh okay, makes sense.", "Then we have physical damage coverage this is your comprehensive and collision coverages, basically damages to your car in accidents or by other means like weather.", "Mhm.", "And then uninsured motorist coverage is to protect you in the even that you get in a accident with an uninsured driver.", "Whew that's a good one. So those were the required ones you said there were extras? what are they.", "For the preferred plan we also offer coverage for medical payments and personal injury protection.", "Uh-huh.", "And we cover rental costs if you are left unable to drive after a accident of damage to your vehicle.", "Whoa that sound's great actually.", "It's a very good plan that's why it's our preferred choice, right now I could offer you a annual rate of fifteen hundred a year.", "Huh one thousand five hundred a year?", "Mhm yes sir.", "#Hm sounds good to me.", "If you're ready for enrollment then all I need is your credit card information and we should be set.", "Mhm let me go get it from my room real fast.", "Sure thing.", "#Um number is eight four three two.", "Eight four three two.", "#Um nine nine four one.", "Nine nine four one.", "Mhm six three two two.", "Six three two two.", "And five eight four one.", "So it's eight four three two nine nine four one six three two two five eight four one?", "Yep. CVV is five four three.", "Mhm.", "And expires January twenty twenty two.", "Thank you mister Mark we're all set.", "Oh great.", "Mhm yes sir you should be charged your deductible today and within the month we will send you your annual fee with receipts.", "Uh-huh sounds good thank you.", "I'm glad I could help you today mister Mark I hope you have a nice rest of your evening.", "#Um thank you you too, goodbye.", "Goodbye. If you have any other questions don't hesistate to call us.", "Mhm bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_815_000", "insurance_815_001", "insurance_815_002", "insurance_815_003", "insurance_815_004", "insurance_815_005", "insurance_815_006", "insurance_815_007", "insurance_815_008", "insurance_815_009", "insurance_815_010", "insurance_815_011", "insurance_815_012", "insurance_815_013", "insurance_815_014", "insurance_815_015", "insurance_815_016", "insurance_815_017", "insurance_815_018", "insurance_815_019", "insurance_815_020", "insurance_815_021", "insurance_815_022", "insurance_815_023", "insurance_815_024", "insurance_815_025", "insurance_815_026", "insurance_815_027", "insurance_815_028", "insurance_815_029", "insurance_815_030", "insurance_815_031", "insurance_815_032", "insurance_815_033", "insurance_815_034", "insurance_815_035", "insurance_815_036", "insurance_815_037", "insurance_815_038", "insurance_815_039", "insurance_815_040", "insurance_815_041", "insurance_815_042", "insurance_815_043", "insurance_815_044", "insurance_815_045", "insurance_815_046", "insurance_815_047", "insurance_815_048", "insurance_815_049", "insurance_815_050", "insurance_815_051", "insurance_815_052", "insurance_815_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 Jennifer speaking how could I help you today?", "Uh-huh hello Jennifer I just moved in to a new apartment and someone told me I have to have renters insurance?", "Well the truth is you don't have to have it, your landlord should have the property covered but your belongings are not.", "So if there's like a robbery my stuff wouldn't be insured?", "No ma'am only damage to the property.", "#Hm could you get me a quote for that?", "Sure thing could I get your first and last name ma'am?", "Brandy Boon b.r.a.n.d.y b.o.o.n.", "Brandy Boom ok and.", "Huh no it's Boon with a n like net.", "Oh I'm sorry ma'am I'll fix that.", "Mhm no problem.", "What is the apartment address miss Boon?", "Jeez it's three one three East Merigold Street.", "and the city and zip?", "Mhm zip code is five four three two six and it's Bombard, Bombard Oklahoma.", "Thank you, do you know the name of the complex?", "Uh-huh I'm pretty sure it's Evercreek Garden?", "Uh-huh.", "Oh I gave you the wrong zip it's five four three two five.", "Oh okay thank you, everything else is right?", "Mhm should be is that all?", "Sorry not yet what kind of apartment is it?", "A du-duplex.", "Mhm, and do you know your apartment fax number?", "Nah could you give me five minutes I'll walk to the office and get it.", "Sure thing miss Boon no rush.", "Whoa sorry to keep you waiting the fax number is one one three one two four three two one seven ", "One one three one two four three two one seven?", "Mhm.", "Whew we're almost there could I get your birthdate?", "Uh-huh February fourtheen nineteen ninety four.", "Got it, when were you planning to begin this policy?", "Huh most likely as soon as possible I guess.", "Mhm and do you have a approximate value for all the property you would like to have covered?", "#Um probably one hundred and fifteen thousand dollars?", "One hundred and fiften thousand okay would you like our base tier plan or our high tier plan? #Um you're eligible for both.", "Eee I think I'll go with the high tier plan could you tell me more about it?", "Mhm sure thing, this plan covers your belongings in the event of a fire, robbery, windstormiss water damage things of that nature.", "Mhm.", "The items we cover are electronics and all aplliances within the home.", "Yay.", "We also cover furniture, clothing, we cover any expenses if you find yourself unable to stay at your residence.", "Uh-huh.", "In the even of someone being injured on your property or accidental damage to someone else's property that is covered too.", "Mhm sounds like that's what I'm looking for.", "I have a link to your quote here that I processed could I get a good email for you?", "Mhm BoonBoonBae at yahoo dot com.", "Sorry could you spell that for me?", "Mhm b.o.o.n.b.o.o.n.b.a.e BoonBoonBae capital b's.", "Got it thank you you should receive that in a few minutes, you can enroll online or call back or assistance with that, anything else maa'am?", "Nah I'll probably call back but maybe I'll do it online. Thank you Jennifer!", "Mhm no problem have a good day, goodbye.", "Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_816_000", "insurance_816_001", "insurance_816_002", "insurance_816_003", "insurance_816_004", "insurance_816_005", "insurance_816_006", "insurance_816_007", "insurance_816_008", "insurance_816_009", "insurance_816_010", "insurance_816_011", "insurance_816_012", "insurance_816_013", "insurance_816_014", "insurance_816_015", "insurance_816_016", "insurance_816_017", "insurance_816_018", "insurance_816_019", "insurance_816_020", "insurance_816_021", "insurance_816_022", "insurance_816_023", "insurance_816_024", "insurance_816_025", "insurance_816_026", "insurance_816_027", "insurance_816_028", "insurance_816_029", "insurance_816_030", "insurance_816_031", "insurance_816_032", "insurance_816_033", "insurance_816_034", "insurance_816_035", "insurance_816_036", "insurance_816_037", "insurance_816_038", "insurance_816_039", "insurance_816_040", "insurance_816_041", "insurance_816_042", "insurance_816_043", "insurance_816_044", "insurance_816_045", "insurance_816_046", "insurance_816_047", "insurance_816_048", "insurance_816_049", "insurance_816_050", "insurance_816_051", "insurance_816_052", "insurance_816_053", "insurance_816_054", "insurance_816_055", "insurance_816_056", "insurance_816_057", "insurance_816_058", "insurance_816_059", "insurance_816_060", "insurance_816_061", "insurance_816_062" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello hello, this Amy with Rivertown Insurance how can I help you?", "Yep hello h-how do I check my balance I can do it over the phone right?", "Yes sir you can can I get your first and last name?", "Name's Stephen Maxxy or maybe Terry? Steph?", "Uh-huh Stephen like s.t.e.p.h.e.n?", "Mhm.", "Maxxy, m.a.x.y?", "Nah there's two x's m.a.x.x.y.", "#Ah got it thank you, you wouldn't happen to know your customer number would you?", "Mhm try eight five six seven eight four nine six.", "#Uh nope sorry didn't work.", "Oh okay maybe try five eight seven four three one eight zero.", "#Hm still didn't work.", "#Uh-oh alright let me go look for my card be right back.", "Sure thing.", "#Uh I actually couldn't find it but is there another way to ", "Mhm I'll just need your r-registered phone number and your social security number.", "Whew, five four seven nine nine nine five six seven two ", "You said five four seven nine nine nine five six seven two right?", "Mhm and my my social is nine four one four four #two eight nine six.", "Got it, nine four one four four two eight nine six?", "Uh-huh that's it. #Um actually.", "Mhm.", "It's nine four seven not nine four one.", "Oh so it's nine four seven four four two eight nine six?", "Yep, my bad .", "Oh okay that worked I see your profile here.", "Yay.", "Mhm so you said you wanted to see your balance right?", "Yes please.", "Your current balance shows you owe five hundred and eighty seven dollars.", "Jeez, good thing I decided to check .", "Would you like to make a payment on th-this now?", "Uh-huh yes I would like to but do I have to pay it all at once?", "Well no we could set up a recurring payment if you would like.", "Mhm I'm interested in that what would the bill period be how much per ", "We could do a six month long recurring bill witha one month billing period and that would come out to.", "#Hm ninety seven dollars and eighty three cents.", "Yep that's it you were pretty fast right there.", "I was in math club in high school I guess it helps sometimes .", "#Ah so mister Maxxy would you like to go through with the recurring payment or ", "Yep I'll do that!", "Oh ok are you going to make these payment with your card or your checking account.", "#Hm I'll use my credit card the number is one two four three five seven nine eight nine nine three one two three four three.", "One two four.", "Mhm.", "Three five seven.", "Uh-huh.", "Nine eight nine three.", "Mhm.", "One two three four three.", "Yep! My CVV is four seven zero and the expiration date is eleven twenty five.", "Mhm so your CVV is four seven zero?", "Yes ma'am.", "And your card expires November of twenty twenty five?", "Yep!", "Alright mister Maxxy that's all the information I needed your first payment has been made today August fourth twenty twenty.", "Thank you Amy, so next month on the fourth I'll be charged again?", "Yes sir that's right for another five months then we send a #email with your receipt.", "Yay sounds great, thanks again for the help.", "Of c-course, and thank you sir for calling Rivertown Insurance, Have a-a good day!", "Thank you goodbye!", "Bye Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_817_000", "insurance_817_001", "insurance_817_002", "insurance_817_003", "insurance_817_004", "insurance_817_005", "insurance_817_006", "insurance_817_007", "insurance_817_008", "insurance_817_009", "insurance_817_010", "insurance_817_011", "insurance_817_012", "insurance_817_013", "insurance_817_014", "insurance_817_015", "insurance_817_016", "insurance_817_017", "insurance_817_018", "insurance_817_019", "insurance_817_020", "insurance_817_021", "insurance_817_022", "insurance_817_023", "insurance_817_024", "insurance_817_025", "insurance_817_026", "insurance_817_027", "insurance_817_028", "insurance_817_029", "insurance_817_030", "insurance_817_031", "insurance_817_032", "insurance_817_033", "insurance_817_034", "insurance_817_035", "insurance_817_036", "insurance_817_037", "insurance_817_038", "insurance_817_039", "insurance_817_040", "insurance_817_041", "insurance_817_042", "insurance_817_043", "insurance_817_044", "insurance_817_045", "insurance_817_046", "insurance_817_047", "insurance_817_048", "insurance_817_049", "insurance_817_050", "insurance_817_051", "insurance_817_052", "insurance_817_053", "insurance_817_054", "insurance_817_055", "insurance_817_056", "insurance_817_057", "insurance_817_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": [ "Hello thank you for calling Rivertown I'm Ashley how can I help you?", "Yep I wanted to get an auto quote it said I could do that over the phone.", "Uh-huh are you a existing customer or ", "Yep I already have an account other plans all that .", "Oh, great could I get your first and last name please?", "Mhm Miranda m.i.r.a.n.d.a Cosco c.o.s.c.o.", "Uh-huh, Miss Cosco are you still living in Florida?", "Mhm yes ma'am I am.", "Uh-huh could you confirm for me your birthdate?", "#Um yeah April fourth nineteen ninety eight.", "Oh ninety eight? Twins .", "Yay .", "Miss Cosco did you know what base plan you were looking for?", "Nah I hadn't really looked what do you recommend twin? .", "#Um I would probably recommend the Preferred Auto plan, I think it's fairly priced with good coverages.", "Oh could you tell me about the coverages?", "Mhm sure thing. #Um your vehicle wouldn't happen to be registered as a taxi would it?", "Nah .", "Oh okay just checking well the state of Florida requires drivers to have their PIP and PDL insurance.", "Mhm.", "#Uh PIP is personal injury protection in the event that you get hurt in an accident.", "Whew gotta have that .", "Mhm and PDL covers damage to other people's property that you may cause.", "Mhm makes sense.", "Also required and included in this plan is your BIL coverages.", "Sorry but what are those?", "Oh no worries BIL is bodily injury liability it covers medical expenses to a another person you may cause damage to in an accident.", "Uh-huh is that all?", "No ma'am with the preferred plan we also offer comprehensive and collision coverages for your vehicle.", "Oh is that like if my car gets messed up?", "Mhm collision covers damage to your vehicle in the event of an accident.", "Mhm.", "And comprehensive covers damage to your vehicle caused by things such as weather or damage while parked.", "Oh this plan does sound pretty good ", "Yes ma'am that's why it's our preferred plan.", "Uh-huh well I'll probably go with that plan then you convinced me .", "Mhm sounds good lets get back to that quote what is the make of the vehicle?", "Oh Mercedes Mercedes-Benz.", "Mhm what model?", "Eee G fivefifty SUV.", "G five fifty?", "Mhm.", "Got it. #Um what year?", "Twenty twenty?", "Mhm.", "#Um no twenty twenty one actually.", "Oh okay do you know the mileage? #Um if it's twenty twenty one there shouldn't be that much.", "Huh actually I haven't driven it yet because I didn't have insurance .", "Oh I see so zero miles got it Would you prefer to be called with your quote or get an email?", "#Uh how long will it take? #Um I guess email it to me.", "#Um it should take just a few hours I imagine.", "Oh nice!", "Mhm could I get your email address please? we don't have one on file yet.", "Mhm it's coco for cosco three at yahoo dot com.", "Thank you, you should expect the quote in your email sometime today.", "Yay can't wait to drive again .", "Mhm I'm sure, is there anything else I could help you with? Any questions?", "Nah that's it thank you though bye twin!", "Goodbye! Have a nice night!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_818_000", "insurance_818_001", "insurance_818_002", "insurance_818_003", "insurance_818_004", "insurance_818_005", "insurance_818_006", "insurance_818_007", "insurance_818_008", "insurance_818_009", "insurance_818_010", "insurance_818_011", "insurance_818_012", "insurance_818_013", "insurance_818_014", "insurance_818_015", "insurance_818_016", "insurance_818_017", "insurance_818_018", "insurance_818_019", "insurance_818_020", "insurance_818_021", "insurance_818_022", "insurance_818_023", "insurance_818_024", "insurance_818_025", "insurance_818_026", "insurance_818_027", "insurance_818_028", "insurance_818_029", "insurance_818_030", "insurance_818_031", "insurance_818_032", "insurance_818_033", "insurance_818_034", "insurance_818_035", "insurance_818_036", "insurance_818_037", "insurance_818_038", "insurance_818_039", "insurance_818_040", "insurance_818_041", "insurance_818_042", "insurance_818_043", "insurance_818_044", "insurance_818_045", "insurance_818_046", "insurance_818_047", "insurance_818_048", "insurance_818_049", "insurance_818_050", "insurance_818_051", "insurance_818_052", "insurance_818_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 John here! #Um thank you for calling Rivertown Insurance today how can I help you?", "Uh-huh hello I'm going to be moving soon ", "Mhm were you looking to change the address you have on file?", "Oh yes I guess can I only change it through the phone?", "No ma'am you can also change it online but you'll need to verify the change with an official document.", "Uh-huh do I need those documents now?", "Nope over the phone I can directly change it for you.", "Oh great lets just do it now then.", "Mhm sure thing ma'am could I get a first and last name?", "Olivia Asensio.", "Olivia o.l.i.v.i.a?", "Mhm and a.s.e.n.s.i.o.", "Oh ok got it, do you have your customer number?", "#Ah sorry I'm not home right now I don't think I have it on me but let me check my purse.", "Mhm no problem.", "#Um five three four six? Is that it?", "Whoa no your customer number is a eight digits ma'am.", "Oh my bad I guess I don't have it then.", "#Hm that's fine, do you know your social security number?", "Mhm nine five nine.", "Nine five nine.", "Three four ", "Three four.", "Mhm six five nine eight.", "Nine five nine three four six five nine eight right?", "Mhm need anything else?", "Uh-huh do you want to keep the number on file? #Uh three one six two four two one one six five.", "#Um yup use that one.", "Mhm will do, when exactly was it that you were going to move?", "Huh I move in a week from now.", "Mhm got it, what is your old ad-address?", "Eight four two Garlan Avenue.", "Mhm g.a.r.l.i.n Garlin?", "Nah g.a.r.l.a.n.", "Oh okay thanks. #Um the city and state?", "Kawal Minnesota that's Kawal k.a.w.a.l.", "Mhm thank you. #Ah what's the zip code for that area?", "Oh it's five six four four one.", "Five six four four one?", "Mhm.", "Thank you very much sorry I forgot to ask what's your date of birth?", "Oh July se-seventh nineteen eighty nine.", "Got it. #Um could you let me know your new address so I can go ahead and input the change.", "Mhm it's five one two East Blender Drive.", "Uh-huh and is this in the same city and state?", "Nah same state the city is Toolin. T.o.o.l.i.n.", "Mhm. What about the zip code?", "Yep the zip code is the same.", "Okay wonderful all done there you should get your new cards on the same week you move in.", "Oh great thank you. That's all then?", "Mhm should be anything else I could help with ma'am?", "#Um no thank you though.", "Sure thing, have a great day goodbye.", "Bye bye!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_819_000", "insurance_819_001", "insurance_819_002", "insurance_819_003", "insurance_819_004", "insurance_819_005", "insurance_819_006", "insurance_819_007", "insurance_819_008", "insurance_819_009", "insurance_819_010", "insurance_819_011", "insurance_819_012", "insurance_819_013", "insurance_819_014", "insurance_819_015", "insurance_819_016", "insurance_819_017", "insurance_819_018", "insurance_819_019", "insurance_819_020", "insurance_819_021", "insurance_819_022", "insurance_819_023", "insurance_819_024", "insurance_819_025", "insurance_819_026", "insurance_819_027", "insurance_819_028", "insurance_819_029", "insurance_819_030", "insurance_819_031", "insurance_819_032", "insurance_819_033", "insurance_819_034", "insurance_819_035", "insurance_819_036", "insurance_819_037", "insurance_819_038", "insurance_819_039", "insurance_819_040", "insurance_819_041", "insurance_819_042", "insurance_819_043", "insurance_819_044", "insurance_819_045", "insurance_819_046", "insurance_819_047", "insurance_819_048", "insurance_819_049", "insurance_819_050", "insurance_819_051", "insurance_819_052", "insurance_819_053", "insurance_819_054", "insurance_819_055", "insurance_819_056", "insurance_819_057", "insurance_819_058", "insurance_819_059", "insurance_819_060", "insurance_819_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 hello, Jessica Brightley here agent for Rivertown Insurance could I help you today?", "Mhm I'm a n-new customer ", "Oh great, have you already created your user account?", "Nah do I do that online or?", "Yes sir you can do it online or we could do it right now over the phone.", "Huh that's pretty sweet yeah let's do it now.", "Wonderful could I get your first and last name please sir?", "Yep Christopher with an h ", "C.h.r.i.s.t.o.p.h.e.r?", "Yep Lodan l.o.d.a.n.", "Uh-huh t-thank you what phone number would you like to use for your account?", "Huh go ahead and use this number two seven six.", "Two seven six.", "Five five three six four.", "Mhm five five three six four.", "Eee one zero.", "So two seven six five five three #u six four one zero, right?", "Mhm you got it.", "Great! So to finish making your account I have to set up a security quesion ", "Mhm.", "Do do you know your mothers maiden name?", "Nah sorry.", "That's fine sir what about the name of your first pet?", "Oh yeah it's barnacle.", "B.a.r.n.a.c.l.e?", "Yep.", "Thank you your account is created now we have to fill out the personal information.", "Uh-huh go for it.", "Could I get your date of birth and social security number please?", "Huh I was born December seventeenth two thousand.", "Mhm and your social?", "Eee I think let me go look for it sorry I don't know it by memory.", "Oh that's fine sir take your time I'll be waiting.", "Thak you it's eight digits right?", "Yes sir it is.", "Uh-huh I think here it is five five one.", "Five five one mhm.", "Two six.", "Mhm.", "Three eight six four.", "Five five one two six three eight six four got it thank you.", "Sure thing what else do you need?", "Oh could I get your street address? And the city, state and zip code it's in?", "For sure my street is nine eight one three Cooper Drive.", "Nine eight one three Cooper is that c.o.o.p.e.r?", "Yes ma'am it is.", "Thank you you can go ahead with the rest.", "Uh-huh well the state is Texas and I live in Wichita City the zipcode is six one two eight six.", "Six one two eight six.", "Mhm.", "Wichita City how is that spelled?", "W.i.c.h.i.t.a.", "Thank you sir. #Um account is fully created and filled out is there anything else I could help you with today?", "Nah I think I'll do the rest another day but thank you for the help.", "My pleasure sir if you have any question or concerns feel free to call us.", "Uh-huh will do could I call you specifically?", "Yes sir just ask for me and if I'm available I'll pick up the transfer or we can set an appointment for later.", "Oh great thank you your name was Jessica Brightley right?", "Yes sir.", "Okay I'll make sure to ask for you.", "I appreciate that sir I'll look forward to it have a good day, goodbye.", "Bye!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_820_000", "insurance_820_001", "insurance_820_002", "insurance_820_003", "insurance_820_004", "insurance_820_005", "insurance_820_006", "insurance_820_007", "insurance_820_008", "insurance_820_009", "insurance_820_010", "insurance_820_011", "insurance_820_012", "insurance_820_013", "insurance_820_014", "insurance_820_015", "insurance_820_016", "insurance_820_017", "insurance_820_018", "insurance_820_019", "insurance_820_020", "insurance_820_021", "insurance_820_022", "insurance_820_023", "insurance_820_024", "insurance_820_025", "insurance_820_026", "insurance_820_027", "insurance_820_028", "insurance_820_029", "insurance_820_030", "insurance_820_031", "insurance_820_032", "insurance_820_033", "insurance_820_034", "insurance_820_035", "insurance_820_036", "insurance_820_037", "insurance_820_038", "insurance_820_039", "insurance_820_040", "insurance_820_041", "insurance_820_042", "insurance_820_043", "insurance_820_044", "insurance_820_045", "insurance_820_046", "insurance_820_047", "insurance_820_048", "insurance_820_049", "insurance_820_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 I'm Dan, your local Rivertown Insurance agent how can I help you?", "Yep do you guys have insurance for like a-apartments?", "Mhm we do in fact our renters insurance.", "Oh good could you tell me more ", "Mhm do you already have a plan with us?", "Nah this is like my first time ", "Oh okay so you're a new customer?", "Uh-huh.", "Mhm so we'll have to get you a account created first.", "Huh alright.", "Eee first and last name ma'am?", "Melinda Rosertberry.", "Melinda? M.e.l.i.n.d.a?", "Yep r.o.s.e.r.t.b.e.r.r.y.", "Whoa sorry could you repeat that.", "Uh-huh r.o.s.e.r.t.b.e.r.r.y.", "Oh got it thank you ma'am.", "Mhm.", "Is the number you would like to use five one three seven six one two three three one?", "Nah not this number use I'm about to read it out hold on five one six.", "Five one six.", "Nine two five four.", "Mhm got it.", "Six six six.", "Six six six?", "Mhm.", "#Er five one six nine two five four six six six?", "Uh-huh yep.", "Thank you very much could you read your social security out to me?", "Mhm let me hold up ok here it is one one two.", "One one two.", "Mhm seven nine zero zero one two.", "Got it thank you.", "One one two seven nine zero zero one two?", "Yes ma'am that's what I got.", "Oh okay.", "What's your address?", "Eee six one five Beltlane Road.", "Six one five got it what city and state are you located in ma'am?", "Melbrone California.", "Uh-huh and what's the zipcode for your area?", "It's five one three two nine.", "Oh thank you one last thing I need a security question for.", "Mhm use the mothers maiden name it's Belladum b.e.l.l.a.d.u.m.", "Got it ma'am should be all done did you want start enrolling in a plan with us?", "Whoa actually I wanna talk to my parents first #eh so my account is made then?", "Mhm you're a unofficial customer until you enroll in your first plan with us.", "Uh-huh got it is that all I can help you with today then?", "Yep thank you Dan.", "Mhm my pleasure. Have a great day, goodbye.", "Huh you too bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_821_000", "insurance_821_001", "insurance_821_002", "insurance_821_003", "insurance_821_004", "insurance_821_005", "insurance_821_006", "insurance_821_007", "insurance_821_008", "insurance_821_009", "insurance_821_010", "insurance_821_011", "insurance_821_012", "insurance_821_013", "insurance_821_014", "insurance_821_015", "insurance_821_016", "insurance_821_017", "insurance_821_018", "insurance_821_019", "insurance_821_020", "insurance_821_021", "insurance_821_022", "insurance_821_023", "insurance_821_024", "insurance_821_025", "insurance_821_026", "insurance_821_027", "insurance_821_028", "insurance_821_029", "insurance_821_030", "insurance_821_031", "insurance_821_032", "insurance_821_033", "insurance_821_034", "insurance_821_035", "insurance_821_036", "insurance_821_037", "insurance_821_038", "insurance_821_039", "insurance_821_040", "insurance_821_041", "insurance_821_042", "insurance_821_043", "insurance_821_044", "insurance_821_045", "insurance_821_046", "insurance_821_047", "insurance_821_048", "insurance_821_049", "insurance_821_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 Mary speaking here with Rivertown Insurance, could I help you in any way today?", "#Uh yeah I just got a joint bank account and I think I want to use it for payment I don't know.", "Mhm I think what you need is to update your payment preference.", "Oh yeah! #Um I think you have my old card on file.", "Sure thing I'll get that sorted out for you #very soon, could I get your first and last name please?", "Uh-huh Stephie Jokic.", "Stephie? S.t.e.p.h.i.e? How do you spell Jokic?", "#Uh j.o.k.i.c duh .", "Mhm got it do you know your eight digit customer number?", "Huh I think it's in the card in my wallet right?", "Maybe missus Jokic.", "Oh! Here it is you said eight digits right?", "Yep.", "Uh-huh okay six five five four eight nine two one that's it.", "Six five four eight nine two one?", "Yep that's it right?", "#Um that should be all for the ID verification ", "Huh so what's next?", "#Um do you know your policy number ma'am?", "Jeez no do you?", "Could you tell me the name of your plan?", "Eee honestly I can't remember ", "Do you know what type of plan it is?", "Mhm life insurance yeah life.", "Uh-huh do you know the tier of your plan or do you know your yearly fees?", "#Uh I have the third tier? #Uh first tier? ", "#Hm so you.", "Oh! #Uh twelve hundred a year that's my yearly fees.", "Oh thank you, you should be under the Universal Life Insurance plan, which.", "Mhm! The universe plan I remember now!", "#Um yes the Universal Life Insurance plan policy number four three three two one one two six.", "#Ah you said four three three two one two six? #Uh.", "Uh-oh no ma'am that's not it, four three three two one one two six two ones not one.", "Uh-huh.", "Alright missus Jokic all ready I just need your bank info.", "Mhm what do you need?", "First I need your bank acount ty-type and ", "It's a checking account.", "Oh thank you. Could I get your account number and routing number please?", "#Um yeah give me a second I'm looking at my bank app.", "Uh-huh.", "#Ah nine five four three two one six six two one is the account number and ", "Nine five four three two one six six two one?", "Mhm the routing number is three two two three four one one six nine.", "Three two two three four one one six nine? #Uh is that right?", "Yep.", "All set missus Jokic thank you very much for the call is there anything else I could help with?", "#Um you changed it? Oh no that's it then thank you so much!", "My pleasure feel free to call if you experience any-any issues.", "Bye bye!", "Goodbye missus Jokic." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdatePaymentPreference" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_822_000", "insurance_822_001", "insurance_822_002", "insurance_822_003", "insurance_822_004", "insurance_822_005", "insurance_822_006", "insurance_822_007", "insurance_822_008", "insurance_822_009", "insurance_822_010", "insurance_822_011", "insurance_822_012", "insurance_822_013", "insurance_822_014", "insurance_822_015", "insurance_822_016", "insurance_822_017", "insurance_822_018", "insurance_822_019", "insurance_822_020", "insurance_822_021", "insurance_822_022", "insurance_822_023", "insurance_822_024", "insurance_822_025", "insurance_822_026", "insurance_822_027", "insurance_822_028", "insurance_822_029", "insurance_822_030", "insurance_822_031", "insurance_822_032", "insurance_822_033", "insurance_822_034", "insurance_822_035", "insurance_822_036", "insurance_822_037", "insurance_822_038", "insurance_822_039", "insurance_822_040", "insurance_822_041", "insurance_822_042", "insurance_822_043", "insurance_822_044", "insurance_822_045", "insurance_822_046", "insurance_822_047", "insurance_822_048", "insurance_822_049", "insurance_822_050", "insurance_822_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 agent Holly Braxton how can I help you?", "Mhm I'm moving to an apartment soon and ", "Uh-huh.", "#Um I have a homeowners plan but I won't be a homeowner anymore .", "So you wanted to cancel your plan ma'am?", "Mhm.", "Was it a annual plan?", "Uh-huh.", "Okay so just so you know to cancel an annual plan this early there'll be a fee.", "Uh-huh how much is it?", "Eee first I'll need to see your account and plan info all that.", "Oh okay.", "Mhm could I get your first and last name ma'am?", "Uh-huh Alexa Kosocov.", "Mhm Alexa Ko sorry could you spell that for me?", "Yep k.o.s.o.c.o.v.", "Thank you do you have your customer number on you ma'am?", "Nah where can I see that?", "Do you have your insurance cards?", "Mhm in this folder right here.", "Okay do you see the eight digit number bottom left.", "Oh yeah it's nine five one five three four two two.", "Nine five one five three four two two?", "Yep!", "Got it date of birth?", "Huh mine?", "Yep.", "Oh October seventh two thousand.", "Got it thank you. #Um do you see your policy number top right on that card?", "Mhm.", "#Uh could you read it off for me?", "Yep one two one one zero eight six six.", "Thank you I see it here so you wanted to cancel?", "Uh-huh well how much was the fee for cancelling?", "Based off your plan here it would be five hundred dollars to cancel today.", "Huh okay I guess wow.", "Did you still want to cancel or wait for your plan to expire at the end of the year?", "Oh yeah I think I still want to cancel.", "#Hm got it I'll go through with the cancellation now.", "Thank you.", "Alright all done, could I help with anything else maybe enroll in renters insurance?", "Uh-huh well not now maybe another time I just call here again?", "Yes ma'am you could call again and you could ask for me or any of our other agents could help you.", "Mhm sorry what was your name again?", "Holly Holly Braxton.", "Yay thanks.", "Mhm is there anything else I could help you?", "Nah thank you for doing this for me today.", "No problem ma'am have a go-good day.", "Mhm you too.", "Goodbye.", "Bye bye!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_823_000", "insurance_823_001", "insurance_823_002", "insurance_823_003", "insurance_823_004", "insurance_823_005", "insurance_823_006", "insurance_823_007", "insurance_823_008", "insurance_823_009", "insurance_823_010", "insurance_823_011", "insurance_823_012", "insurance_823_013", "insurance_823_014", "insurance_823_015", "insurance_823_016", "insurance_823_017", "insurance_823_018", "insurance_823_019", "insurance_823_020", "insurance_823_021", "insurance_823_022", "insurance_823_023", "insurance_823_024", "insurance_823_025", "insurance_823_026", "insurance_823_027", "insurance_823_028", "insurance_823_029", "insurance_823_030", "insurance_823_031", "insurance_823_032", "insurance_823_033", "insurance_823_034", "insurance_823_035", "insurance_823_036", "insurance_823_037", "insurance_823_038", "insurance_823_039", "insurance_823_040", "insurance_823_041", "insurance_823_042", "insurance_823_043", "insurance_823_044", "insurance_823_045", "insurance_823_046", "insurance_823_047", "insurance_823_048", "insurance_823_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 New Wave's customer service line. How can I help you today?", "Oh Hi there. I am needing to pay my bill.", "Great! I can help you with that. Can I please get your first and last name?", "Sure thing. My name is Edward Kryn.", "Would you mind spelling that for me sir?", "Okay Edward is E D W A R D and Kryn is K R Y N.", "Super! Thanks for that. Do you have your account number handy?", "Uh no I don't sorry.", "No problem mister Kryn. We can look it up for you. What is your mailing address?", "Forty five fifty Manhatten Boulevard in the city of Fawning Michigan. My zip code is three seven four one one.", "Ok let me read this back to you to make sure I have it correct. Four Five Five Zero Manhatten Boulevard Fawning Michigan three seven four one one?", "Yep. Thats right.", "Wonderful. Now can I please have you date of birth?", "yes let's see. My birthdate is seven six nineteen ninety nine.", "OK just to make sure I have this right I have July sixth nineteen ninety nine?", "yep.", "Great. now I will need your social security number please.", "um okay. It is..It is five three seven two two six nine four three.", "Ok sir would you mind repeating that. I had a hard time hearing you. I apologize.", "Oh sure. Five three seven.two twosix nine four three.", "Got it. Five three seven. Two two. Six nine four three. Is that correct?", "Yep. Thats right.", "mister Kryn could I now please have you answer the following security question.", "uh ok I will try! I always over think these .", "What was your first pet's name?", "oh! I know this one. It was Patsy. My sweet cat.", "Aww. I love kitties.", "Yeah. They are the best. I have one now named Fluffers.", "Ok mister Kryn I was able to access your account. It looks like you have a balance of three hundred dollars and seventy four cents.", "Oh ok. Are you sure that is how much it is? That seems like more than I thought I remembered.", "Yes sir. This is your balance from April and it shows a due date of May third. You are now nine days past due.", "Er ok. I guess that must be right. Just surprised a little that's all.", "Would you like to pay this balance now? I can take a payment with a crdit or debit card.", "Actually can I pay with well let's see ok I will pay with my credit card.", "Ok that will work. Let me know when you are ready.", "Ok let me find it here real quick. Just hold on for a sec here. ok I have it for you.", "Great. I am ready when you are.", "So my card number is six four two seven. Three nine three zero. Six eight four four. One three seven nine.", "Thank you. Let me read that back to you. I have here six four two seven three nine three zero six eight four four one three seven nine.", "yep that sounds right.", "Can you please tell me your cvv code?", "Sure it is three six nine.", "And last but not least I need the cards expiration date.", "Uh it is seven eleven twenty twenty five.", "Ok perfect I will be processing a payment of three hundred dollars and seventy four cents to your card ending in one three seven nine.", "Ok.", "It looks like you are now all up to date with your payments. Would you be interested in enrolling in our automatic bill pay?", "Nah. I don't think so. I think I am good for now.", "OK no problem. It was great talking with you today mister Kryn. If there is anything else I can do please let me know. Otherwise you have a wonderful day!", "Thanks. You too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_824_000", "insurance_824_001", "insurance_824_002", "insurance_824_003", "insurance_824_004", "insurance_824_005", "insurance_824_006", "insurance_824_007", "insurance_824_008", "insurance_824_009", "insurance_824_010", "insurance_824_011", "insurance_824_012", "insurance_824_013", "insurance_824_014", "insurance_824_015", "insurance_824_016", "insurance_824_017", "insurance_824_018", "insurance_824_019", "insurance_824_020", "insurance_824_021", "insurance_824_022", "insurance_824_023", "insurance_824_024", "insurance_824_025", "insurance_824_026", "insurance_824_027", "insurance_824_028", "insurance_824_029", "insurance_824_030", "insurance_824_031", "insurance_824_032", "insurance_824_033", "insurance_824_034", "insurance_824_035", "insurance_824_036", "insurance_824_037", "insurance_824_038", "insurance_824_039", "insurance_824_040", "insurance_824_041", "insurance_824_042", "insurance_824_043", "insurance_824_044", "insurance_824_045", "insurance_824_046", "insurance_824_047", "insurance_824_048", "insurance_824_049", "insurance_824_050", "insurance_824_051", "insurance_824_052", "insurance_824_053", "insurance_824_054", "insurance_824_055", "insurance_824_056", "insurance_824_057", "insurance_824_058", "insurance_824_059", "insurance_824_060", "insurance_824_061", "insurance_824_062", "insurance_824_063", "insurance_824_064", "insurance_824_065", "insurance_824_066", "insurance_824_067" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, Rivertown Insurance, Marissa here how could I help?", "Yep I just made my account and now it says call to enroll?", "Mhm I could enroll you in one of our plans over the phone.", "Uh-huh.", "Do you have any idea what sort of plan you wanted to enroll i-in?", "Nah could I also get a quote over the phone?", "Mhm I could also do that for you sir.", "Oh great Marissa thank you.", "Mhm no problem sir, could I get your first and last name p-please?", "Jakob Burbert.", "Jacob j.a.c.o.b?", "Nah Jakob with a k.", "Got it is Burbert b.u.r.b.e.r.t?", "Yep!", "Oh great so I'm guessing you don't have your customer number?", "Nah I don't have that what do I need it for?", "Huh it's fine I can just use some other infomation to complete the ID check.", "Whew alright.", "Could I get your date of birth, phone number and social security?", "Mhm date of birth is August seventeenth nineteen ninety four. ", "Mhm.", "This is my phone number one one one six five two nine six two one, get it?", "Mhm one one one?", "Yep.", "Six five two n-nine nine six two one?", "Yep you got it.", "And your social?", "Mhm here it is eight one one.", "Uh-huh eight one one ", "Nine two five four three one.", "Nine two five four three one, right?", "Mhm is that all you need?", "Mhm I just need you to answer the security question, do you remember it?", "Nah I think maybe it was my pet's name?", "Yep that's it, do you know the answer sir?", "Uh-huh it's Decky.", "Decky? #Um d.e.c.k.y?", "Yep, first try nice.", "Alright sir what type of plan were you looking for?", "Well I need insurance for my car my plan with my other insurance is coming up.", "Uh-huh you're still livin in Texas sir?", "Yep.", "Okay what is the make and m-model of your car? Or is it multiple cars?", "Nah just one car but it's a Kia Sorento two thousand and five.", "Uh-huh thank you do you know the mileage on your car?", "Nah I guess I can go look right?", "Uh-huh take your time sir I'll be ready just read it off to me when you get there.", "Mhm turning the car on fifty five thousand miles.", "Uh-huh thank you I would recommend our basic auto plan for a flat annual fee of one thousand a year.", "Mhm what sort of coverages does that plan have?", "The basic plan comes with the state required coverages liability, PIP, and uninsured motorist coverage.", "Mhm what's PIP?", "Personal injury protection it covers you and your passengers' lost wages, medical bills and things like that.", "Oh got it that's a good price for me lets do it.", "Sure thing could I get your card information sir?", "Yep card number eight one one two six.", "Mhm.", "Nine five four four three seven.", "Uh-huh.", "Four three eight nine two.", "Got it thanks. #Um the CVV and expiration?", "Uh-huh CVV is three four six and expires on February eleventh twenty twenty two.", "Thank you sir you payment is processing is there anything else I could help you with?", "Nah thanks a lot for the help today.", "No problem sir, if you have any questions or concerns feel free to call.", "Mhm.", "Goodbye sir have a great day!", "Bye see ya!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_825_000", "insurance_825_001", "insurance_825_002", "insurance_825_003", "insurance_825_004", "insurance_825_005", "insurance_825_006", "insurance_825_007", "insurance_825_008", "insurance_825_009", "insurance_825_010", "insurance_825_011", "insurance_825_012", "insurance_825_013", "insurance_825_014", "insurance_825_015", "insurance_825_016", "insurance_825_017", "insurance_825_018", "insurance_825_019", "insurance_825_020", "insurance_825_021", "insurance_825_022", "insurance_825_023", "insurance_825_024", "insurance_825_025", "insurance_825_026", "insurance_825_027", "insurance_825_028", "insurance_825_029", "insurance_825_030", "insurance_825_031", "insurance_825_032", "insurance_825_033", "insurance_825_034", "insurance_825_035", "insurance_825_036", "insurance_825_037", "insurance_825_038", "insurance_825_039", "insurance_825_040", "insurance_825_041", "insurance_825_042", "insurance_825_043", "insurance_825_044", "insurance_825_045", "insurance_825_046", "insurance_825_047", "insurance_825_048", "insurance_825_049", "insurance_825_050", "insurance_825_051", "insurance_825_052", "insurance_825_053", "insurance_825_054", "insurance_825_055", "insurance_825_056", "insurance_825_057", "insurance_825_058", "insurance_825_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": [ "Hi good afternoon, my name is Jack, thank you for calling, what can I help you with?", "Hi Jack, my name is Bret Hart.", "Okay Bret, what can I do for you?", "I called some days back concerning the vehicle insurance plan.", "That's the automobile insurance plan ma.", "Yeah, that one.", "Okay. We have the Basic Auto which is one thousand dollars per year, there is also the Preferred Auto which is one thousand five hundred dollars per year and the Complete Auto which is two thousand dollars per year.", "you said the complete auto is two thousand dollars?", "Yes, it's two thousand dollars per year.", "Okay, I'll go for that.", "Bret, are you a new customer?", "No, I'm not.", "okay, I'll need some information from you so as to verify your identity, is that okay by you?", "Yeah sure.", "your first name, last name, date of birth and customer number.", "Okay. My first name is Bret.", "B R E T?", "No, it's B R E T T.", "Got it.", "Last name is Hart.", "H A R T.", "My date of birth is two two, zero five, one nine nine five.", "Okay. Your customer number please.", "What's customer number?", "It an eight digit number at the bottom left of your insurance card.", "Oh, my insurance card. Could you give me a moment to get it?", "Yeah, sure.", "It's zero five five nine two three four six.", "zero five five nine two three four six is that correct?", "Yes.", "Please hold while I verify your identity.", "Sure.", "Brett Hart, your identity has been verified.", "Oh okay.", "you said you want complete auto plan?", "Yes.", "That's two thousand dollars per year.", "That's fine by me. What's the method of payment?", "I'll need your credit card number, the expiration date and the credit card CVV.", "My credit card number is six seven nine seven.", "Six seven nine seven.", "Four six six eight.", "Four six six eight.", "seven five five three.", "Seven five five three.", "one one zero two.", "One one zero two?", "Yes, that's it.", "The expiration date please.", "Zero seven, two zero two three.", "Okay. Provide your CVV.", "Nine four five.", "Nine four five. Kindly proceed to make payment.", "payment made.", "Kindly hold on while I confirm your payment. Your payment has been made successfully.", "Okay.", "Is there anything else I can help you with?", "No, that will be all for now.", "Thank you so much, do have a great day.", "Yeah, you too. Bye!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_826_000", "insurance_826_001", "insurance_826_002", "insurance_826_003", "insurance_826_004", "insurance_826_005", "insurance_826_006", "insurance_826_007", "insurance_826_008", "insurance_826_009", "insurance_826_010", "insurance_826_011", "insurance_826_012", "insurance_826_013", "insurance_826_014", "insurance_826_015", "insurance_826_016", "insurance_826_017", "insurance_826_018", "insurance_826_019", "insurance_826_020", "insurance_826_021", "insurance_826_022", "insurance_826_023", "insurance_826_024", "insurance_826_025", "insurance_826_026", "insurance_826_027", "insurance_826_028", "insurance_826_029", "insurance_826_030", "insurance_826_031", "insurance_826_032", "insurance_826_033", "insurance_826_034", "insurance_826_035", "insurance_826_036", "insurance_826_037", "insurance_826_038", "insurance_826_039", "insurance_826_040", "insurance_826_041", "insurance_826_042", "insurance_826_043", "insurance_826_044", "insurance_826_045", "insurance_826_046", "insurance_826_047", "insurance_826_048", "insurance_826_049", "insurance_826_050", "insurance_826_051", "insurance_826_052", "insurance_826_053", "insurance_826_054", "insurance_826_055", "insurance_826_056", "insurance_826_057", "insurance_826_058", "insurance_826_059", "insurance_826_060", "insurance_826_061", "insurance_826_062", "insurance_826_063", "insurance_826_064", "insurance_826_065", "insurance_826_066", "insurance_826_067", "insurance_826_068", "insurance_826_069", "insurance_826_070", "insurance_826_071", "insurance_826_072", "insurance_826_073", "insurance_826_074", "insurance_826_075", "insurance_826_076", "insurance_826_077", "insurance_826_078", "insurance_826_079", "insurance_826_080", "insurance_826_081", "insurance_826_082", "insurance_826_083", "insurance_826_084", "insurance_826_085", "insurance_826_086", "insurance_826_087", "insurance_826_088", "insurance_826_089", "insurance_826_090", "insurance_826_091" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, good day, thanks for calling Maxons insurance customer service, how may i help you?", "Yeah, good day, how are you doing sir?", "i am great sir, how are you doing too?", "I am good, thank you very much.i'm Andy Brooklyn.", "okay, Andy, please how may i help you today?", "I am registered under Automobile insurance plan in this company.i am real estate manager though.", "okay... great.", "yeah, I'm actually calling because i need a copy of My DOI, i can't for the life of me remember where i kept the last one.", "okay...so you need me to resend your Document of insurance right?", "ohh Yes Please.", "okay...that can be-e arranged, but please i would need some details to verify your account, is that alright?", "yeah Sure, which please?", "Okay...firstly your full account name please?", "Okay, That would be Andy L.Brooklyn.", "Okay...Andy, that is Broklyn with One O' right?", "No...its Brooklyn with two O's.", "okay thanks, sorry for that.", "Nah... it's cool, Happens often.", "Alright...so-o, Your Date of birth and your customer's number please.", "okay, date of birth is sixteenth of june, nineteen ninety One.", "oh-kay.", "what else again?", "Your Customer number please?", "ohh...yeah, two two one.", "oh-kay, two two one.", "three six six.", "three six six.", "four zero zero three.", "four zero zero three...okay.", "Yh, thats it.", "alright, please confirm.", "okay...", "that's two two one three six six four zero zero three.", "that is correct.", "oh-kay... I'm also going to need your SSN and insurance coverage plan.", "oh...ohk, please can you hold for me?, I'll have to check that out on my note pad to confirm.", "Ya sure... I'll hold.", "ok got it..it's five zero five.", "five zero five.", "six five four three.", "six five five three.", "no..four three.", "oh..sorry, so thats, five zero five six five four three.", "yes...two two.", "two two.", "yeah, that's it.", "alright, let me recap, that's five zero five six five four three two two, correct?", "Yes!!! that's it.", "okay, please in what way do u want to receive this proof. Do you want it physically or digitally.", "is there a difference between this two proof methods?", "yes there is...for the digital method, you will need to provide your mail so you can get it there, while for the physical i would need your address to deliver it to you directly at your own cost.", "mmm..so if i want to do it through the physical means, how long will it take to get to my destination and at what cost?", "well..i would need your address, so i can tell you how much it would cost, and it takes less than seventy two working hours for delivery.", "ohh..okay.please i would prefer it sent to me physically, I'm not too goood with the computer thingy.", "okay, please provide your policy number for confirmation.", "oh lord!!!, how many things do you people need for confirmation... I'm tired of all the questions please.", "I'm so sorry sir, please this questions are for your own good sir, they are for the protection of your account against theft who may have one or two details about you.", "fine... but please lets just be fast with this, I need to go out soon.", "okay sir...please your policy number, it's an eight digit number that is attached to the plan you enrolled in.", "oh..okay, found it... it's zero three zero.", "zero three zero.", "four four four.", "four four four.", "seven eight.", "seven eight, oh-kay thanks.", "yeah, that's it.", "yah, it's correct, so should i send the proof to the address used in registering for your current plan?", "yes please!!!", "so that's at Dart Avenue, San Diego, California, zip code six two four three three.", "Yes correct!!!", "okay, so the shipping cost would amount to two hundred dollars.", "wow!!!", "so do you mind me taking the fee from your account balance here? or you want to pay with your credit card?", "yes, please take it from my account.", "alright....done. i have created a tracking number for the package, which i would give you now, if that's okay.", "okay...thanks, please go ahead with the number let me jot it here.", "okay sir... it's four three three seven.", "four three three seven.", "zero zero six five.", "zero zero six five.", "nine two five seven eight six.", "ni...ne two five seven eight six.", "yes correct.", "okay...so that's four three three seven zero zero six five nine two five seven eight six.", "yes!!! Thats it.", "okay thank you very much.", "you are welcome sir...thanks for contacting us and thanks for your patience.", "you are welcome.", "please is there any other thing you might need help with before i end this conversation?", "no... I'm fine. thanks a lot.", "alright sir...do have a nice day sir, bye.", "you too...Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_827_000", "insurance_827_001", "insurance_827_002", "insurance_827_003", "insurance_827_004", "insurance_827_005", "insurance_827_006", "insurance_827_007", "insurance_827_008", "insurance_827_009", "insurance_827_010", "insurance_827_011", "insurance_827_012", "insurance_827_013", "insurance_827_014", "insurance_827_015", "insurance_827_016", "insurance_827_017", "insurance_827_018", "insurance_827_019", "insurance_827_020", "insurance_827_021", "insurance_827_022", "insurance_827_023", "insurance_827_024", "insurance_827_025", "insurance_827_026", "insurance_827_027", "insurance_827_028", "insurance_827_029", "insurance_827_030", "insurance_827_031", "insurance_827_032", "insurance_827_033", "insurance_827_034", "insurance_827_035", "insurance_827_036", "insurance_827_037", "insurance_827_038", "insurance_827_039", "insurance_827_040", "insurance_827_041", "insurance_827_042", "insurance_827_043", "insurance_827_044", "insurance_827_045", "insurance_827_046", "insurance_827_047", "insurance_827_048", "insurance_827_049", "insurance_827_050", "insurance_827_051", "insurance_827_052", "insurance_827_053", "insurance_827_054", "insurance_827_055", "insurance_827_056", "insurance_827_057", "insurance_827_058", "insurance_827_059", "insurance_827_060", "insurance_827_061", "insurance_827_062", "insurance_827_063", "insurance_827_064", "insurance_827_065", "insurance_827_066", "insurance_827_067", "insurance_827_068", "insurance_827_069", "insurance_827_070", "insurance_827_071", "insurance_827_072", "insurance_827_073" ], "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" ], "utterance": [ "Hello, Good afternoon And Thank You for calling Assure Insurance.How may i be of help to you today?", "Yes! Hi Good afternoon To you too How you doing?", "I'm fine thank You very much And You?", "ohh I'm doing Great thank You.", "good to know, Please How may i be if help to You today Mr-r...??", "Oh I'm Max, Max Sullivan.", "Okay, How may i help you mister Sulivan??", "Yeah,...I'm calling in Respect to Opening an account With Your Company.", "Okay that's Great.", "Yes,...i Saw An Advertisment for this Company On TV And I thought to Get An insurance plan for Myself.", "Ohh that's Very Good. So Since You're new to This company You'll need to create an Account With Us mister Sullivan.", "Okay...?", "Yes...So for that I'm going to need a couple of Details to Setup the Account is that Alright Sir?", "Oh Yes! Absolutely.", "Ok sir, Please Hold on while I setup The Page.", "okay...", "Ok Sir, Please I'm Going to need Your first and Your Last name.", "Okay...It's Max Sullivan.", "Okay-yy...That's Sulivan With one L right?", "No, Sullivan With Two L's.", "Ohhh Sorry Sir...", "its Okay.", "Ok I'll need Your phone Number and Also we will need to Setup a Security Question For Extra Security of Your Account.", "Security Question?", "Yes Sir, But first Your Phone Number Please.", "mmm...okay It's Five seven two.", "five seven two.", "nine six six three.", "nine six six three.", "four four five.", "four five five?", "No it's Double Four One five.", "Ohh So sorry... Please Confirm.", "okay-yy...", "That's Five seven two Nine six six three four four five?", "Yea That's it.", "okay Great! so A couple of More things And we'll be done That alright?", "Yea sure...", "Ok great!!!...So About the security question, You will need to pick a question That will be Used as Verification.", "okay-yy.. Please Can You elaborate?", "Yeah sure, The Security Question Will be used to verify Your Identity for when ever You need Acess To Your Account.", "ohh Okay...", "Yes So You can Pick A Random Question exclusive to just Your account from these Questions.", "Any Of the question?", "Yes any questions Form these Questions I'm about to give You is that alright?", "mmm..ya sure.", "Sorry sir..So just pick a question form, What is Your Mother name, what is Your Cousins Name or What is The name of your Pet.", "Okay... What's my pets name.", "Okay So that's What is The Name of Your pet sir?", "Yes please, will that Be All?", "Just A couple of More Details and We're done sir.", "okay Sure...", "Ok Sir, ill need Your Date of Birth Sir.", "It's First November Nineteen Ninety Five.", "Okay Sir... I'll need your Street Address, Your State And Your City.", "Sure...my street Address is One Nine Six Columbus Avenue.", "Okay-yy...Your State sir?", "California, my city Illinois.", "Ok Sir... finally Your Zip code and Your Social Security Number.", "My zip code is one one zero five six one.", "ok Sir..And Your Social Security Number??", "Yeah...That Wuld Be one Two three six five one.", "Ok that's....One two three six five one.", "six seven nine.", "six-x seven-n nine.", "Yes Accurate.", "Alright mister Sullivan...Your Account Is All Setup And Your Good to Go.", "Thank You Very Much.", "Your Welcome sir, And Thank you very much for Your patient and For Choosing Assure Insurance Company.", "You're welcome.", "Is there Anything I can do For You??", "No That will be all Thank You very much.", "Alright Sir...Do Have Good day...Bye.", "You Too...bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_828_000", "insurance_828_001", "insurance_828_002", "insurance_828_003", "insurance_828_004", "insurance_828_005", "insurance_828_006", "insurance_828_007", "insurance_828_008", "insurance_828_009", "insurance_828_010", "insurance_828_011", "insurance_828_012", "insurance_828_013", "insurance_828_014", "insurance_828_015", "insurance_828_016", "insurance_828_017", "insurance_828_018", "insurance_828_019", "insurance_828_020", "insurance_828_021", "insurance_828_022", "insurance_828_023", "insurance_828_024", "insurance_828_025", "insurance_828_026", "insurance_828_027", "insurance_828_028", "insurance_828_029", "insurance_828_030", "insurance_828_031", "insurance_828_032", "insurance_828_033", "insurance_828_034", "insurance_828_035", "insurance_828_036", "insurance_828_037", "insurance_828_038", "insurance_828_039", "insurance_828_040", "insurance_828_041", "insurance_828_042", "insurance_828_043", "insurance_828_044", "insurance_828_045", "insurance_828_046", "insurance_828_047", "insurance_828_048", "insurance_828_049", "insurance_828_050", "insurance_828_051", "insurance_828_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, thank you for calling, This is Jeff, How can i help you today?", "Hi Jeff, how are you doing today?", "I'm hood, how are you doing as well?", "Very fine, thank you.", "You are welcome sir, What can i do for you today sir?", "i think i have a life plan with you guys.", "#huh sir if you help me answer a few questions i might be able to help you confirm that.", "oh okay then.", "kindly help me with your full name and date of birth sir.", "Thomas Bane.", "Thomas as in T. o. m. a. s?", "Thomas with the H as in T h o m a s.", "Okay got that.", "yeah, date of birth is ninteen of April nintey sixty three.", "Okay Thomas, kindly provide me with your customer number.", "It's three five four six nine nine eight two.", "three five four six nine nine eight two, is that correct?", "yes.", "Kindly hold on while i make a run for it on the system.", "No issues.", "Okay, good i can see you are on the universal life plan.", "Okay, will it allow me include my son? That was why i went for the highest among the plan when i subscribed.", "Yes, you will be able to add a dependent with the universal life plan-.", "Oh good, help me add my son.", "That will not be an issue, first i need to have your policy number.", "is it the one that was sent after i enrolled to your plan?", "Exactly sir.", "Here you go... five nine four two three three eight two.", "Five nine four two three three eight two, yeah?", "Yes.", "Okay, sir. What's the name of dependent.", "Name of dependent?", "I mean your son sir.", "Oh, it's Erik, Erik Bane.", "Erik Bane.", "Yeah.", "Date of birth of dependent?", "twenty seventh of April twenty zero six.", "okk-ay, What's the relationship with dependent?", "He is my son.", "Any health issues?", "His health is excellent.", "Alright, adding a dependent would cost and additional one thousand and two hundred dollar to your bills.", "That will not be a problem.", "Do you confirm to adding Erik Bane as a dependent to your universal plan?", "Yes please.", "Alright then.", "Is it done already?", "Yes sir, is there anything you will like me to do for you?", "You have done enough already, oops, how do i get the details of his registration?", "A confirmation email has be sent to your registered mail address sir.", "Thats so nice of you, thank you very much.", "You are most welcome sir. Thank you for calling and do have a wonderful day sir." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_829_000", "insurance_829_001", "insurance_829_002", "insurance_829_003", "insurance_829_004", "insurance_829_005", "insurance_829_006", "insurance_829_007", "insurance_829_008", "insurance_829_009", "insurance_829_010", "insurance_829_011", "insurance_829_012", "insurance_829_013", "insurance_829_014", "insurance_829_015", "insurance_829_016", "insurance_829_017", "insurance_829_018", "insurance_829_019", "insurance_829_020", "insurance_829_021", "insurance_829_022", "insurance_829_023", "insurance_829_024", "insurance_829_025", "insurance_829_026", "insurance_829_027", "insurance_829_028", "insurance_829_029", "insurance_829_030", "insurance_829_031", "insurance_829_032", "insurance_829_033", "insurance_829_034", "insurance_829_035", "insurance_829_036", "insurance_829_037", "insurance_829_038", "insurance_829_039", "insurance_829_040", "insurance_829_041", "insurance_829_042", "insurance_829_043", "insurance_829_044", "insurance_829_045", "insurance_829_046", "insurance_829_047", "insurance_829_048", "insurance_829_049", "insurance_829_050", "insurance_829_051", "insurance_829_052", "insurance_829_053", "insurance_829_054", "insurance_829_055" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello jay good morning, thanks for calling customers choice insurance company how can i help you.", "Hello good morning how are you today.", "I am good hope you are having a nice day so far.", "sure, it's really a nice weather today.", "that's great so what can I do for you sir.", "I am actually having an issue with a transaction going on in my account.", "O-kay.", "the issue is that I make online transactions with my credit card, are you there?", "Go on, am with you sir.", "O-kay so I now discovered that the transactions are sometimes over charged since i enrolled for a pet plan or so.", "O-kay so sir are you sure you didn't actually buy a plan worth the charges from your credit card?", "don't really know for sure again.", "I am sorry for the inconveniences it caused you sir would you like me to run through your account details?", "it's why am calling do something about it man.", "Alright sir, I will get you details of transactions on your account but for this, I'll need some information from you.", "ple-aseee.", "uh alright sir, please your first and last name.", "Jay Michael jaymickey thirty seven at Gmail dot com.", "O-kay kindly provide your date of birth and customer number.", "I don't get you, but this details are already on my account profile dude.", "that's true sir, but it's for verification purposes.", "hmm, get it done man.", "so sorry sir, still with you mister jay.", "okay.", "please mister jay can you provide the date of birth and customer number now?", "sure, date of birth is one nine zero eight one nine seven six.", "okay, one nine zero eight one nine seven six that's correct sir.", "Good.", "okay mister jay your phone number?", "you mean the whole eight digits right?", "yes please?", "okay, one six six two nine three four two.", "for verification sake one six six two nine three four two?", "yeah.", "okay mister jay let me run it through the system for proper verification.", "Alright, I am waiting.", "okay mister jay let's have your card number.", "two seven seven six four nine zero one two two eight zero zero six five five.", "confirm it mister jay two seven seven six four nine zero one two two eight zero zero six five five.", "that's correct it's my number.", "okay for verification purpose I'll run through the number one more time while you confirm it ok?", "Okay.", "two seven seven six four nine zero one two two eight zero zero six five five.", "correct.", "alright mister jay let's have the expiry date of your credit card.", "um zero six two five.", "Ok mister jay the CVV number it's a three digit number at the backside of the card.", "let me check it's two five five.", "two five five correct?", "correct.", "alright just sent the details of the charges on your account and the current balance to your email for your perusal.", "ok.", "Alright mister jay is there anything you would want me to do for you.", "um not really.", "Ok mister jay thanks for calling, do have a nice day.", "Thanks." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_830_000", "insurance_830_001", "insurance_830_002", "insurance_830_003", "insurance_830_004", "insurance_830_005", "insurance_830_006", "insurance_830_007", "insurance_830_008", "insurance_830_009", "insurance_830_010", "insurance_830_011", "insurance_830_012", "insurance_830_013", "insurance_830_014", "insurance_830_015", "insurance_830_016", "insurance_830_017", "insurance_830_018", "insurance_830_019", "insurance_830_020", "insurance_830_021", "insurance_830_022", "insurance_830_023", "insurance_830_024", "insurance_830_025", "insurance_830_026", "insurance_830_027", "insurance_830_028", "insurance_830_029", "insurance_830_030", "insurance_830_031", "insurance_830_032", "insurance_830_033", "insurance_830_034", "insurance_830_035", "insurance_830_036", "insurance_830_037", "insurance_830_038", "insurance_830_039", "insurance_830_040", "insurance_830_041", "insurance_830_042", "insurance_830_043", "insurance_830_044", "insurance_830_045", "insurance_830_046", "insurance_830_047", "insurance_830_048", "insurance_830_049", "insurance_830_050", "insurance_830_051", "insurance_830_052", "insurance_830_053", "insurance_830_054", "insurance_830_055", "insurance_830_056", "insurance_830_057", "insurance_830_058", "insurance_830_059", "insurance_830_060", "insurance_830_061", "insurance_830_062", "insurance_830_063", "insurance_830_064", "insurance_830_065", "insurance_830_066", "insurance_830_067", "insurance_830_068", "insurance_830_069", "insurance_830_070", "insurance_830_071", "insurance_830_072", "insurance_830_073", "insurance_830_074", "insurance_830_075", "insurance_830_076", "insurance_830_077", "insurance_830_078", "insurance_830_079", "insurance_830_080", "insurance_830_081", "insurance_830_082", "insurance_830_083", "insurance_830_084", "insurance_830_085", "insurance_830_086", "insurance_830_087", "insurance_830_088" ], "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" ], "utterance": [ "Hello, thank you for calling, my name is Alice, How may i help you today?", ".", "Hellooo.", "[Get my wallet for me now!!].", "Hello ma'am, are you there?", "[Don't you talk to your brother that way ever].", "Ma'am, if you can hear me, please respond.", "[I said get my wallet!].", "Alright ma'am, please do give us a callback at a more convenient time.", "Hey hey hey, sor--ry, Kids, you know?", "I understand ma.", "I'm very sorry.", "No problemiss My name's Alice, how can i help you today ma?", "Just a minute please, i really need to get this wallet myself eventually.", "Alright ma'am, I'm with you.", "Okay Alice right?", "Yes ma'am.", "I wanted to sign up my daughter under my plan through my dashboard yesterday.", "Okay-.", "It got to a stage that kept prompting me for a policy number.", "That's only natural ma.", "Is that so?", "Yes, immediately after enrolling for a plan, you will be given a policy number that commensurate with the plan.", "h but i wasn't given any.", "Are you sure about that ma'am? because-.", "i am very sure.", "Well, we do well to send the policy number to the registered mail immediately after enrollment.", "Mail, #oh #geez.", "is everything alright ma'am?", "I do delete my mails to avoid a messy inbox.", "So you feel you have deleted the mail?", "I am certain i have.", "That is not a problem ma.", "You will be able to help me retrieve it?", "Definitely, but after a few questions anyway.", "Not an issue.", "Kindly provide me with your name and date of birth ma'am.", "Julian, my date of birth is-.", "Just julian?, i meant your full name ma'am.", "oh, Derek Julian.", "Got that.", "My date of birth is fifteenth of August ninteen ninety five.", "Your customer number ma.", "Customer number or social number?", "Customer number ma.", "Got it.", "I'm with you ma.", "Three five two four seven eight nine four.", "Three five two four seven eight nine four, correct?", "That's right.", "Alright Julian, Kindly hold on while I verify your details.", "Waiting.", "You are currently enrolled in the life plan and condo plan, yeah?", "Yes but i need the policy number for the life plan alone.", "Alright ma'am, please hold on.", "Okies.", "Due to the sensitivity of this number ma'am, i can only give it to you via your registered mail.", "O-okay.", "Do you consent to me sending it to the mail?", "No problem.", "derekjuliansthree at yahoo dot com?", "That's correct.", "I am sending it right away.", "I am so appreciative.", "That's not a problem ma, please do well to keep this one properly ma.", "I'll do just that.", "is there any other thing you will like me to do for you?", "will i be able to handle the change i want to make on my account personally?", "with the policy number and from your dashboard, then I'll say yes.", "Can you just walk me through it?", "Not an issue ma, you already know how to locate your profile, yeah?", "Yes, did that today.", "okay, you will see the option to add a dependent.", "I got that too.", "So the required information are your dependent's full name, health status and date of birth.", "Got that.", "you will also need to be patient for two working days after your submission for proper verification.", "I understand.", "Then expect a callback if it's successful or not.", "Got that.", "That's all ma.", "Thank you so much, Alice right?", "Alice yeah, Please do well to give me rating according to your satisfaction at the end of this call ma.", "Definitely.", "Thank you ma.", "Not a problem.", "Thank you for calling and do have a wonderful day ahead ma.", "You too.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_831_000", "insurance_831_001", "insurance_831_002", "insurance_831_003", "insurance_831_004", "insurance_831_005", "insurance_831_006", "insurance_831_007", "insurance_831_008", "insurance_831_009", "insurance_831_010", "insurance_831_011", "insurance_831_012", "insurance_831_013", "insurance_831_014", "insurance_831_015", "insurance_831_016", "insurance_831_017", "insurance_831_018", "insurance_831_019", "insurance_831_020", "insurance_831_021", "insurance_831_022", "insurance_831_023", "insurance_831_024", "insurance_831_025", "insurance_831_026", "insurance_831_027", "insurance_831_028", "insurance_831_029", "insurance_831_030", "insurance_831_031", "insurance_831_032", "insurance_831_033", "insurance_831_034", "insurance_831_035", "insurance_831_036", "insurance_831_037", "insurance_831_038", "insurance_831_039", "insurance_831_040", "insurance_831_041", "insurance_831_042", "insurance_831_043", "insurance_831_044", "insurance_831_045", "insurance_831_046", "insurance_831_047", "insurance_831_048", "insurance_831_049", "insurance_831_050", "insurance_831_051", "insurance_831_052", "insurance_831_053", "insurance_831_054", "insurance_831_055", "insurance_831_056", "insurance_831_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": [ "Hi good morning, my name is Amy. Thank you for contacting our insurance company, what's can I do for you.", "Hi Amy, my name is Sophie.", "Sophie, what can I do for you?", "I'd like to file a life claim.", "Okay, to do that you'll hav eto provide some information about the insured person, is that okay?", "Yeah, it's okay.", "What's the insured person's first name, date of birth, state and street address?", "His first name is Perry.", "P E R R Y.", "His last name is Jones.", "Sophie, just the first name is enough.", "Okay, what's the next information.", "His date of birth.", "His date of birth zero nine, zero six, one nine six nine.", "Okay, his state and street address?", "State is Alabama.", "Alabama.", "Street address is one eight nine seven Brookside Drive.", "Okay, I'll also need some information about you.", "Okay, ask your questions.", "What's your first name, last name and phone number.", "My first name is Sophie.", "S O P H I E.", "Last name is Jones.", "J O N E S.", "My phone number is two zero five.", "Two zero five.", "Three seven three.", "Three seven three.", "Eight six four zero.", "Eight six four zero?", "yes.", "What's your policy number?", "Two nine seven.", "Two nine seven.", "Zero five eight.", "Zero five eight.", "Two eight.", "Two eight. It shows here that the insurance plan you're enrolled in is whole life, is that correct?", "That's correct.", "What was the date of death?", "Two nine, zero five, two zero two one.", "Okay, what was the cause of death.", "Bronchogenic carcinomas (cancer of the lungs).", "O-okay. Your claim has been lodged and will be assessed within the next twenty-four hours.", "Okay.", "Is there anything else I can do for you?", "yeah, can I get in touch with a nearby insurance agent.", "Sure you can. Which contact method would you prefer?", "Through my email.", "That's sophiejonesone two at gmail dot com, is that correct?", "Yes, that's my email.", "Your email has been sent to an agent close to you. You'll get a mail from him shortly.", "Okay, thanks.", "Would you like me to do any other thing for you?", "No, that's all for now.", "Thank you Sophie fort choosing our insurance company. Do have a great day.", "You too. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_832_000", "insurance_832_001", "insurance_832_002", "insurance_832_003", "insurance_832_004", "insurance_832_005", "insurance_832_006", "insurance_832_007", "insurance_832_008", "insurance_832_009", "insurance_832_010", "insurance_832_011", "insurance_832_012", "insurance_832_013", "insurance_832_014", "insurance_832_015", "insurance_832_016", "insurance_832_017", "insurance_832_018", "insurance_832_019", "insurance_832_020", "insurance_832_021", "insurance_832_022", "insurance_832_023", "insurance_832_024", "insurance_832_025", "insurance_832_026", "insurance_832_027", "insurance_832_028", "insurance_832_029", "insurance_832_030", "insurance_832_031", "insurance_832_032", "insurance_832_033", "insurance_832_034", "insurance_832_035", "insurance_832_036", "insurance_832_037", "insurance_832_038", "insurance_832_039", "insurance_832_040", "insurance_832_041", "insurance_832_042", "insurance_832_043", "insurance_832_044", "insurance_832_045", "insurance_832_046", "insurance_832_047", "insurance_832_048", "insurance_832_049", "insurance_832_050", "insurance_832_051", "insurance_832_052", "insurance_832_053", "insurance_832_054", "insurance_832_055", "insurance_832_056", "insurance_832_057", "insurance_832_058", "insurance_832_059", "insurance_832_060", "insurance_832_061", "insurance_832_062", "insurance_832_063", "insurance_832_064", "insurance_832_065", "insurance_832_066", "insurance_832_067", "insurance_832_068", "insurance_832_069", "insurance_832_070", "insurance_832_071", "insurance_832_072", "insurance_832_073", "insurance_832_074", "insurance_832_075", "insurance_832_076", "insurance_832_077" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, Good day, welcome to Solid Insurance customer service.", "Hi, thanks.", "May I know your name please? How can we help you?", "My name is Stephen.", "Oh mister Stephen, welcome once again.", "I would like to cancel my insurance plan.", "Hope no problem sir? We can surely help to rectify any issue you might be facing.", "Not really, I don't want to go into details for now.", "Okay, we are always ready to serve you better.", "Thank you, I actually tried to find the cancel plan button on your website but couldn't find any. I guess I have to make a phone call to cancel it.", "Sure thing, we can help with that.", "Thank you.", "Can I have your first name and last name please.", "First name is Stephen.", "Ok, Stephen.", "Last name is James.", "Ok, so we have here Stephen James.", "Yeah, thats correct.", "Thats good. Do you have your policy number there with you mister Stephen?", "You mean policy number.", "Yes mister Stephen, To cancel your plan successfully, I need to have your policy number. You can find this number on your account page in our website.", "m oK, give a moment please, let me look for it.", "Take your time please.", "Policy number, you mean... the string of number below my profile picture?", "Yes please. Could you read it?", "Ok, five eight nine.", "five eight nine.", "seven zero two.", "seven zero two.", "three three three.", "You mean three three two.", "No, it's three three three.", "Ok, three three three.", "Yes thats correct.", "So, for the policy number we have five eight nine seven zero two three three three.", "Yes, thats correct.", "Perfect, Now may I have your address and zip code too?", "My address is five forty, rangeline mobile Ak.", "Ok, five forty, rangeline mobile AK.", "Yes, thats corect.", "The zip code please.", "three five nine.", "three five nine.", "one six.", "one six.", "Thats all.", "Ok. Three five nine one six.", "Yes, thats right.", "Next we need your date of birth.", "Ok, September, sixteen nineteen seventy four.", "September sixteen, nineteen seventy four.", "Yeah.", "Ok, from what I have on your dashboard, you have two insurance policy under our company.", "Yes, I know, Automobile policy and Life insurance.", "So, which plan would you like to cancel from the two.", "I will like to cancel the life insurance policy for now.", "Ok.", "I will also like to ask, can I enrol back anytime I'm ready.", "Yes you can mister Stephen.", "Ok.", "Thanks for the information sir, I will go ahead and cancel your plan.", "Ok thanks, please when will the cancellation take effect.", "It will take effect from the first day of next month, you wouldn't be billed from now till that time.", "Ok, thats good by me.", "Do you confirm the cancellation?", "Yes I confirm to cancel it.", "Ok, please hold on for a while, I will proceed to cancel your plan.", "Yeah sure.", "Okay done. Your plan is now canceled.", "Thanks m. Thanks for your help.", "You are welcome, Is there any other thing you would like us to do for you.", "No that will be all for now.", "Okay, no problem, thanks for contacting us once again.", "You are welcome.", "Do have a wonderful day ahead.", "Thank you and you too.", "Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_833_000", "insurance_833_001", "insurance_833_002", "insurance_833_003", "insurance_833_004", "insurance_833_005", "insurance_833_006", "insurance_833_007", "insurance_833_008", "insurance_833_009", "insurance_833_010", "insurance_833_011", "insurance_833_012", "insurance_833_013", "insurance_833_014", "insurance_833_015", "insurance_833_016", "insurance_833_017", "insurance_833_018", "insurance_833_019", "insurance_833_020", "insurance_833_021", "insurance_833_022", "insurance_833_023", "insurance_833_024", "insurance_833_025", "insurance_833_026", "insurance_833_027", "insurance_833_028", "insurance_833_029", "insurance_833_030", "insurance_833_031", "insurance_833_032", "insurance_833_033", "insurance_833_034", "insurance_833_035", "insurance_833_036", "insurance_833_037", "insurance_833_038", "insurance_833_039", "insurance_833_040", "insurance_833_041", "insurance_833_042", "insurance_833_043", "insurance_833_044", "insurance_833_045", "insurance_833_046", "insurance_833_047", "insurance_833_048", "insurance_833_049", "insurance_833_050", "insurance_833_051", "insurance_833_052", "insurance_833_053", "insurance_833_054", "insurance_833_055", "insurance_833_056", "insurance_833_057", "insurance_833_058", "insurance_833_059", "insurance_833_060", "insurance_833_061", "insurance_833_062", "insurance_833_063", "insurance_833_064", "insurance_833_065", "insurance_833_066", "insurance_833_067", "insurance_833_068", "insurance_833_069", "insurance_833_070", "insurance_833_071", "insurance_833_072", "insurance_833_073" ], "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" ], "utterance": [ "Hi, good afternoon, my name is John, how may I help you.", "Good afternoon sir, how are you.", "I am great, thank you, how are you too?", "I am good too.", "your name sir? And how may I help you?", "my name is Joshua parka.", "o-kay.", "Please I need help changing my insurance plan.", "umokay, first off, please can you confirm that parka is spelt p. a. r. k. e. r.?", "No It's P. A. R. K. A.", "Okay, P. A. R. K. A, thanks.", "you are welcome.", "Thank you. May I ask which plan you where on before and why you want to change your insurance plan?", "yes, I was in automobile insurance plan before and I sold my car some days back because of some personal reasons.", "o-kay...", "So I was thinking of changimg to life insurance, how do I go abt it.", "okay, firstly do you know that there are three packages under life insurance.", "no.. Please tell me about them.", "okay, we have the Term Life Insurance which goes for three hundred dollars per year.", "o-okay.", "we also have the universal and whole life insurance parkage which goes for one thousand two hundred dollars per year and one thousand eight hundred dollars per year respectively.", "hmmmokay.", "the differences between this packages is that, term life covers for a limited number of years, while whole life provides lifelong protection with fixed premiums.", "ok.", "and guaranteed cash and universal life insurance gives consumers flexibility in the premium payment, death benefit and the savings element of their policies.", "hmmmokay, so which do you think is the best?", "I don't know which would be best for you as our opinions are different .", "[Laughter] okay, I get.", "yeah thanks.", "I think I will go for the whole life insurance pakage.", "okay firstly I will like to confirm that I am actually speaking with mister john by asking you a few security questions.", "okay, go on.", "alright, firstly I would need your social secrity number.", "okay, please hold on let me get it.", "no problem, I will also want your date of birth.", "okay gotten the social security number, it's one three five.", "one three five.", "seven nine five.", "seven nine five.", "three two four.", "three two four.", "yes, thats it.", "okay, one three five seven nine five three two four, is that correct?", "yes thats right.", "okay, date of birth.", "okay, fifth of may, nineteen seventy six.", "Please what is your mothers maiden name?", "um.. It's Mary.", "okay, please hold on let me run it through my data base.", "no problems.", "Okay, thanks for your patient sir. May I cancel your automobile plan.", "yes sir.", "okcanceled. Also you profile has been updated for whole life plan, may I have your card number, expiry date of card and cvv.", "okay, firstly the card number.", "yes.", "three two four seven eight six five nine zero-.", "three two four seven eight six five nine zero-.", "Yessix zero two four nine zero six two.", "six zero two four nine zero six two.", "yes, that is it.", "okay, I will call it again, while you confirm for me yeah?", "no problems.", "three two four seven eight six five nine zero six zero two four nine zero six two.", "yep, correct.", "alright Joshua, lets have the expiry date.", "zero two two five.", "okay, lastly your cvv?", "its four three seven.", "four three seven, alright we are good, kindly confirm the change through the link that has been sent to you through your mail.", "o-okay.", "alright Joshua, is there anything you would love me to do for you?", "that will be all for now.", "thanks for callig and do have a wonderful weekend.", "thank you too." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "ChangePlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_834_000", "insurance_834_001", "insurance_834_002", "insurance_834_003", "insurance_834_004", "insurance_834_005", "insurance_834_006", "insurance_834_007", "insurance_834_008", "insurance_834_009", "insurance_834_010", "insurance_834_011", "insurance_834_012", "insurance_834_013", "insurance_834_014", "insurance_834_015", "insurance_834_016", "insurance_834_017", "insurance_834_018", "insurance_834_019", "insurance_834_020", "insurance_834_021", "insurance_834_022", "insurance_834_023", "insurance_834_024", "insurance_834_025", "insurance_834_026", "insurance_834_027", "insurance_834_028", "insurance_834_029", "insurance_834_030", "insurance_834_031", "insurance_834_032", "insurance_834_033", "insurance_834_034", "insurance_834_035", "insurance_834_036", "insurance_834_037", "insurance_834_038", "insurance_834_039", "insurance_834_040", "insurance_834_041", "insurance_834_042", "insurance_834_043", "insurance_834_044", "insurance_834_045", "insurance_834_046", "insurance_834_047", "insurance_834_048", "insurance_834_049", "insurance_834_050", "insurance_834_051", "insurance_834_052", "insurance_834_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, this is Trudy with Rivertown Insurance. How can I help you today?", "Oh Hi this is Bill. I need to speak to someone about my bill.", "I can help you with that. Let's start by looking up your account. Do you have your policy number handy?", "Oh shoot. I don't actually have it on me maybe I can look it up real quick here let me see I don't know.", "I can look up your account information if you are able to answer a few questions for me.", "Oh ok yeah lets just do that. That will probably be a bit quicker!", "OK to get started can I please get your first and last name.", "Yep. I am Bill oh actually just look up William Tanning.", "Ok mister Tanning can I have your date of birth?", "Yeah it's December tenth nineteen eighty.", "Ok thank you for that information. Just to verify I have William Tanning and Tanning is spelled T A N N I N G? with a birthdate of twelve ten nineteen eighty?", "Yes thats right.", "Okay now I will need your social security number please.", "Uh it s nine four three one one two six nine seven.", "Ok so I hav nine four three one one two six nine seven.", "yes.", "Ok you have a security question linked to your account. I need to know from you what the name of your childhood bestfriend was?", "Oh ok. My buddy Andrew. Yep Andrew.", "Perfect. I have your acount information in front of me now. How can I help you mister Tanning?", "Well I was looking at my credit card statement last night. And I think I might have been double billed for my policy this past month? Can you check that for me?", "Absolutely I can check this for you. lets see it does in fact show that you were charged twice for you June statemnt. let me take a minute to look into this. Can you please hold?", "Sure I can hold.", "Hello mister Tanning I am back. I just wanted to double check with my supervisor about this and see how we can get this fixed for you.", "Ok cool thank you.", "Sorry about the wait and sorry for the billing mistake. lets see here. We can get a refund set up or if you prefer we can apply the overpayment to next months bill for you instead?", "Oh ok. Lets see. Well I think I will just take the refund now I think. Yeah that is best.", "Ok we can get that started for you right now. So I see here an overpayment of three hundred dollars.", "Yes thats right. Good thing I caught this huh!", "Yes I apologize again for the error. Do you want this credited back to your card that was charged? I see a visa ending in six seven three three.", "Yes thats the card.", "Okay can you please verify your card number?", "Oh sure let me pull it out here it is is ok are you ready?", "Yes I am ready.", "Oh ok so it is three four two six nine nine eight seven one zero three four six seven three three.", "Alright I will read this back to you three four two six nine nine eight seven one zero three four six seven three three.", "yeah that is it.", "Okay can you now verify the cards expiration date?", "It is twelve twenty five.", "OK one more thing I need your cvv code.", "Ok that is six six two.", "Fantastic. I have this refund of three hundred dollars coming your way. It should show up on your card in about five to six business days.", "Awesome. OK should I be worried this will happen again? Like now I am kind of worried about it and I don't want to have to worry you know about this kind of stuff.", "I understand. This looks like a one time error. I have looked back through your past payments and everything else looks jusy fine. I do not believe you need to worry about this.", "Okay. Thanks for checking that.", "Of course if you have any future concerns do not hesitate to reach out again. We are always here to help.", "Well I appreciate that. Hopefully I won't be calling again though .", "I do want to provide you with a confirmation number for this transaction when you are ready. I can also email you this too if you'd like.", "Oh ok. I don't have a pen to write anything down right now can you just like email it?", "Certainly. I have your email addess as balldude at cvd dot com is that correct?", "Yep that is me.", "Okay I am sending you an email now. Can I help you with anything else this morning?", "No thanks. That is all.", "Ok well then I hope you have a wonderful day. Thanks or calling! Goodbye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_835_000", "insurance_835_001", "insurance_835_002", "insurance_835_003", "insurance_835_004", "insurance_835_005", "insurance_835_006", "insurance_835_007", "insurance_835_008", "insurance_835_009", "insurance_835_010", "insurance_835_011", "insurance_835_012", "insurance_835_013", "insurance_835_014", "insurance_835_015", "insurance_835_016", "insurance_835_017", "insurance_835_018", "insurance_835_019", "insurance_835_020", "insurance_835_021", "insurance_835_022", "insurance_835_023", "insurance_835_024", "insurance_835_025", "insurance_835_026", "insurance_835_027", "insurance_835_028", "insurance_835_029", "insurance_835_030", "insurance_835_031", "insurance_835_032", "insurance_835_033", "insurance_835_034", "insurance_835_035", "insurance_835_036", "insurance_835_037", "insurance_835_038", "insurance_835_039", "insurance_835_040", "insurance_835_041", "insurance_835_042", "insurance_835_043", "insurance_835_044", "insurance_835_045", "insurance_835_046", "insurance_835_047", "insurance_835_048", "insurance_835_049", "insurance_835_050", "insurance_835_051", "insurance_835_052", "insurance_835_053", "insurance_835_054", "insurance_835_055", "insurance_835_056", "insurance_835_057", "insurance_835_058", "insurance_835_059", "insurance_835_060", "insurance_835_061", "insurance_835_062", "insurance_835_063", "insurance_835_064", "insurance_835_065", "insurance_835_066", "insurance_835_067" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, good afternoon, my name is Emily, thank you for calling what can I do for you.", "Hi Emily, my name is Justin Smith.", "Alright Justin, what can I help you with?", "I'd like to file a property claim.", "Okay Justin.", "Yeah, it was..", "Justin, before you can file a property claim, I have to verify your identity first and to do that I'd need some details from you.", "okay.", "So, you'll provide your first name, last name, date of birth and customer number.", "Okay, my first name is Justin.", "J.u.s.t.i.n.", "My last name is Smith.", "S.m.i.t.h.", "Date of birth is two eight, one two, one nine seven three.", "Okay, please provide your customer number.", "One one nine two.", "One one nine two.", "Zero three three three.", "Zero three three three?", "Yes.", "Hold on while I verify.", "Okay, take your time.", "It says here that your customer number is invalid, could you run through the numbers for me again?", "One nine nine two.", "One nine nine two.", "Zero three three eight.", "Zero three three eight.", "Yeah.", "Hold on please. Your identity has been verified.", "o-kay.", "Okay Justin before you can file a property claim, you'd need to answer some questions.", "Okay.", "What was the cause of the damage.", "Fire accident.", "Fire accident. Okay what was the incident date, incident time and property type.", "The date of the incident was two eight, zero seven, two zero two one.", "Oh, okay.", "It happened around eight pm.", "Eight pm.", "The property type is house.", "What's the property address?", "One eight three six.", "One eight three six.", "Timbercrest Road.", "Timbercrest Road.", "Indian, Alaska.", "Indian, Alaska.", "Nine nine five four zero.", "Nine nine give four zero.", "Yes.", "You said your address is one eight three six, Timbercrest Road, Indian, Alaska, nine nine five four zero, correct?", "Yes, that's correct.", "Your claim has been lodged and will be assessed soon.", "okay.", "Please keep your claim number, you could get a place to write it.", "Okay.", "Two two zero zero.", "Two two zero zero?", "Yes that's it. Is there anything else I can do for you?", "yeah, I want to change my security question to my mother's maiden name.", "O-kay, what's your mother's maiden name?", "That's Brown.", "your security number has been changed successfully.", "Thank you.", "Is there anything else I can do for you?", "No, that's all.", "Thank you so much for calling, Justin. Do have a great evening.", "You're welcome. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeSecurityQuestion" ], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_836_000", "insurance_836_001", "insurance_836_002", "insurance_836_003", "insurance_836_004", "insurance_836_005", "insurance_836_006", "insurance_836_007", "insurance_836_008", "insurance_836_009", "insurance_836_010", "insurance_836_011", "insurance_836_012", "insurance_836_013", "insurance_836_014", "insurance_836_015", "insurance_836_016", "insurance_836_017", "insurance_836_018", "insurance_836_019", "insurance_836_020", "insurance_836_021", "insurance_836_022", "insurance_836_023", "insurance_836_024", "insurance_836_025", "insurance_836_026", "insurance_836_027", "insurance_836_028", "insurance_836_029", "insurance_836_030", "insurance_836_031", "insurance_836_032", "insurance_836_033", "insurance_836_034", "insurance_836_035", "insurance_836_036", "insurance_836_037", "insurance_836_038", "insurance_836_039", "insurance_836_040", "insurance_836_041", "insurance_836_042", "insurance_836_043", "insurance_836_044", "insurance_836_045", "insurance_836_046", "insurance_836_047", "insurance_836_048", "insurance_836_049", "insurance_836_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 my name's Kim, Thank you for calling, how may I help you?", "Oh Kim, beautiful morning, how was your night?", "My night was fine thank you ma, what-.", "Trust you are good also.", "Yes ma'am, What can i do for you today ma?", "My name's Mary Thomas, divorced.", "Okayyyy..", "So i already enrolled my son in one of your insurance packages, are you following?", "go on ma, I'm with you ma.", "Just recently, i got to find out that his dad already had him covered.", "Oh, okayyyy.", "So i think i should exempt him from my own insurance plans because i would need every penny i can save.", "Okay ma'am, if i get you right, you want to remove your son as a dependent on your account?", "Exactly.", "Okay ma, I'll need you to provide me some information to help you get on with your request.", "please go ahead.", "I presume Mary Thomas is your registered name with us.", "Yes, Mary Thomas.", "Please help me with your date of birth and customer number ma.", "Date of birth is zero five January one nine eight two.", "Got that.", "Customer number is Five three three three-.", "F-five, th-rreee, th-ree, three, okay?", "yeah, eight four nine five.", "eight four nine five so it's five three three three eight four nine five, correct?", "yes thats it.", "Kindly hold on while i run it through the system ma'am.", "No issues.", "Okay Ma'am, please provide me with your insurance policy number.", "I don't think i understand that.", "It's a ten digit long number you get after enrolling in a plan.", "Oops, let me run through my mails for it.", "Alright.", "i have zero five three four nine seven six two two eight.", "zero five three four nine seven six two two eight, correct?", "yes.", "Got it, okay, you and your son are under the Term life insurance plan, right?", "Yes.", "Dependent's name is Kent Thomas?", "Yes Kent Thomas.", "Okay ma'am, do you want me to proceed with your request of removing your son from your dependent list?", "yes please.", "Okay dependent has been removed.", "Thanks Kim.", "The next insurance charge would be for just you at three hundred dollars for a year and next payment date is zero two October two zero two one.", "This coming October, yeah?", "Yes ma'am.", "That would not be a problem.", "Alright ma'am, is there any other thing i can do for you?", "You have done enough already, thanks.", "Okay ma'am, thank you for calling and have a lovely day ahead." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_837_000", "insurance_837_001", "insurance_837_002", "insurance_837_003", "insurance_837_004", "insurance_837_005", "insurance_837_006", "insurance_837_007", "insurance_837_008", "insurance_837_009", "insurance_837_010", "insurance_837_011", "insurance_837_012", "insurance_837_013", "insurance_837_014", "insurance_837_015", "insurance_837_016", "insurance_837_017", "insurance_837_018", "insurance_837_019", "insurance_837_020", "insurance_837_021", "insurance_837_022", "insurance_837_023", "insurance_837_024", "insurance_837_025", "insurance_837_026", "insurance_837_027", "insurance_837_028", "insurance_837_029", "insurance_837_030", "insurance_837_031", "insurance_837_032", "insurance_837_033", "insurance_837_034", "insurance_837_035", "insurance_837_036", "insurance_837_037", "insurance_837_038", "insurance_837_039", "insurance_837_040", "insurance_837_041", "insurance_837_042", "insurance_837_043", "insurance_837_044", "insurance_837_045", "insurance_837_046", "insurance_837_047", "insurance_837_048", "insurance_837_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, Good afternoon, my name is Tom, thank you for calling, what can I help you with?", "Good afternoon Tom, I am Mary Ane.", "Alright, is it okay i call you Mary?", "Yeah, Mary is good.", "Alright mary, what can i help you with today?", "there's been a kind of let me just say a situation and it demands that i move from my home to a place closer to my work for accessibility and convenience regarding a new project.", "okayyy-.", "I will be at the new apartment for quite a while, give or take two years.", "Alright mary, I'm with you.", "So i would love to have my address changed pending the time i move back, will that be possible?", "yes it is but it would require you to provide me some information for verification purpose, if you don't mind?", "#oh okay.", "Alright Mary, I'll need you to provide me your first name, last name, date of birth and customer number.", "m cus- customer number?", "yes, it's an eight digit number written at the bottom left corner of your insurance card.", "#oh, please let me reach for my insurance card.", "No problems.", "Okay i have it now, First name Mary.", "o- okay M A R Y.", "Last name Ane.", "A N E?", "yeah sorry what's the next detail?", "your date of birth.", "#oh of course, two nine, zero three, one nine seven zero.", "two nine, zero three, one nine seven zero, correct?", "yes.", "alright, please call your customer number.", "#oh okay zero five five two three six four five.", "zero five five two three six four five, correct?", "yes.", "okay, please hold while i confirm the details.", "Take your time.", "okay mary, the address on your dashboard reads one four two Worcester Rd, Framingham MA one zero zero five, is that correct?", "yes.", "so what what would you like as your new address?", "seven seven seven.", "sev- en, sev- en, seven.", "Brockton Avenue.", "Brockton Avenue.", "Abington MA.", "Abington MA.", "two five three one.", "two five three one.", "yeah.", "okay mary, new address, seven seven seven Brockton Avenue, Abington MA two five three one, correct?", "yes.", "Alright your address has been successfully changed, you can log into your dashboard to confirm that right after this call.", "Alright, thank you so much.", "You are welcome Mary, thank you for calling and do have a lovely day.", "and you too." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_838_000", "insurance_838_001", "insurance_838_002", "insurance_838_003", "insurance_838_004", "insurance_838_005", "insurance_838_006", "insurance_838_007", "insurance_838_008", "insurance_838_009", "insurance_838_010", "insurance_838_011", "insurance_838_012", "insurance_838_013", "insurance_838_014", "insurance_838_015", "insurance_838_016", "insurance_838_017", "insurance_838_018", "insurance_838_019", "insurance_838_020", "insurance_838_021", "insurance_838_022", "insurance_838_023", "insurance_838_024", "insurance_838_025", "insurance_838_026", "insurance_838_027", "insurance_838_028", "insurance_838_029", "insurance_838_030", "insurance_838_031", "insurance_838_032", "insurance_838_033", "insurance_838_034", "insurance_838_035", "insurance_838_036", "insurance_838_037", "insurance_838_038", "insurance_838_039", "insurance_838_040", "insurance_838_041", "insurance_838_042", "insurance_838_043", "insurance_838_044", "insurance_838_045", "insurance_838_046", "insurance_838_047", "insurance_838_048", "insurance_838_049" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, Good morning my name is Annabel, how may I help you today?", "Good afternoon Annabel, my name is Fred Jack.", "Can I call you Fred?", "Fred is okay.", "How may I help you Fred?", "I can't seem to log into my account, it keeps saying incorrect password, I think I might have forgotten my password.", "okay, you'll have to reset your online account password.", "O-okay.", "I will need some information for verification purpose, I hope you don't mind.", "#oh okay.", "Okay Fred, I'll need you to provide your first name, last name, date of birth and customer number.", "First na-name is Fred.", "Okay F R E D.", "Last name is Jack.", "J A C K.", "what's the next detail.", "your date of birth.", "My date of birth is two eight, zero five, one nine eight seven.", "Two eight, zero five, one nine eight seven, is that right?", "Yes.", "Alright, please proceed to call your customer number.", "how do I get my customer number?", "It's the eight digit number located at the bottom left of your insurance card.", "may I reach for my insurance card while you hold on?", "Certainly.", "I have it now.", "Please call out the numbers.", "Four five seven three two two one.", "The customer number should be eight but you called out se-ven numbers, kindly listen while I call out the numbers.", "okay.", "Four five seven three two two one.", "It has two in three places so it's Four five seven three two two two one.", "Four five seven three two two two one correct?", "Yes.", "Please hold while your details is being confirmed.", "No problem.", "Your details has been confirmed.", "O-okay.", "The email on your dashboard reads fredjack at yahoo dot com, is that correct?", "Yes.", "Okay, a rest link has been sent to your email.", "Hold on let me check my email.", "Alright Fred, you'll click on it and input your new password.", "I've done that.", "Your password has been reset successfully, you can log into your dashboard to confirm this after the call.", "#oh okay, thank you so much.", "You're welcome Fred. Is there anything else I can do for you?", "That will be all for now.", "Thanks for choosing our insurance company. Do have a wonderful day. Bye.", "Yeah, you too." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_839_000", "insurance_839_001", "insurance_839_002", "insurance_839_003", "insurance_839_004", "insurance_839_005", "insurance_839_006", "insurance_839_007", "insurance_839_008", "insurance_839_009", "insurance_839_010", "insurance_839_011", "insurance_839_012", "insurance_839_013", "insurance_839_014", "insurance_839_015", "insurance_839_016", "insurance_839_017", "insurance_839_018", "insurance_839_019", "insurance_839_020", "insurance_839_021", "insurance_839_022", "insurance_839_023", "insurance_839_024", "insurance_839_025", "insurance_839_026", "insurance_839_027", "insurance_839_028", "insurance_839_029", "insurance_839_030", "insurance_839_031", "insurance_839_032", "insurance_839_033", "insurance_839_034", "insurance_839_035", "insurance_839_036", "insurance_839_037", "insurance_839_038", "insurance_839_039", "insurance_839_040", "insurance_839_041", "insurance_839_042", "insurance_839_043", "insurance_839_044", "insurance_839_045", "insurance_839_046", "insurance_839_047", "insurance_839_048", "insurance_839_049", "insurance_839_050", "insurance_839_051", "insurance_839_052", "insurance_839_053", "insurance_839_054", "insurance_839_055", "insurance_839_056", "insurance_839_057", "insurance_839_058", "insurance_839_059", "insurance_839_060", "insurance_839_061", "insurance_839_062", "insurance_839_063", "insurance_839_064", "insurance_839_065", "insurance_839_066", "insurance_839_067", "insurance_839_068", "insurance_839_069", "insurance_839_070", "insurance_839_071", "insurance_839_072", "insurance_839_073", "insurance_839_074", "insurance_839_075", "insurance_839_076", "insurance_839_077", "insurance_839_078", "insurance_839_079", "insurance_839_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": [ "Hello. Good morning, Suzanne on the line. thanks for calling Rivertown insurance company. May I know who is speaking and how may I help you?", "Good morning Susan, I'm John William. Calling to get explicit information about your company and her insurance policies and offers as Id love to have an account with you.", "Oh great! Thats a good decision you made there as it is the first step to having a wonderful experience with us.", "Thank you.", "So, Rivertown insurance is an insurance company that provides insurance for pets, life, automobiles, homeowners, rents, etc and there are several plan types for each of them, each having it's own policies.", "Absolutely great...I think I am on the right track cos Id like to get an insurance for my automobiles.", "If I may ask, what inspired you in making these decisions?", "Actually, Ive always wanted to get an insurance for my automobiles but what inspired me recently was a friend of mine who recently had a ghastly accident, thank God he was saved but his car was destroyed beyond repair.", "Oh goodness...", "So I just feel like if he had insured his automobile, he would have been the luckiest man ever even after been saved from the accident.", "Yeah...thats very correct. Okay, now I think we can go ahead with the account creation, Ill need some of your details and Id like to get them as I make requests for it.", "Okay...I gottcha.", "Before we go ahead with that, for more enquiries about the companys profile and recent activities weve been carrying out, you can check the companys website or our social media pages for more details.", "Oh that would be great, Id like to have the social media handles and the link to the website so that I can check them out after this call.", "Sure, I can help you with that. Can I have your first name and last name please?", "My name is John William.", "Okay...one second please.", "Alright.", "Okay...just for confirmation, the William doesn't have a letter s, right?", "No it doesn't.", "O-okay, W.i.l.l.i.a.m. Can I get your ten digit US telephone number?", "Okay...seven six zero.", "Seven six zero.", "Six four six, eight two eight two.", "Seven six zero six four six eight two eight two...is that correct?", "Yep..thats it.", "Good.. youll be getting our weekly and monthly reminder messages through that number.", "Alright.", "Okay, now can I have your date of birth.", "August the tenth, nineteen eighty two.", "Okay- August the tenth, nineteen eighty two, just a moment please.", "Yeah sure.", "Thanks! Your street address and your ZIP code?", "Okay, thir-ty four Date Palm drive, Cathedral City, Riverside, California.", "Okay...ZIP code please.", "a second please.", "Sure.", "Nine two two three four.", "Good. Ill also need you to give answer to a security question.", "Oh okay but since it's a security question, isn't it supposed to be personal.", "Of course, you shouldn't disclose this to anyone but Ill need it cos I'm the one helping you with the account opening.", "Alright then. So what's the relevance of this security question?", "It is needed in cases whereby you forgot your password while trying to login your account, so it's more like a recovery question for your password.", "Oh I see..perfect, we can go ahead with that.", "What is the name of your high school?", "Wow...I guess I got a lucky security question.", "(Laughter) yeah, afterall no one would ever forget such.", "Cathedral high school (boys), Elysian Park, Los Angeles.", "Okay...one second to type this please.", "Alright.", "Los An-geles okay. Great. So that would always be the answer to your security question anytime it is needed.", "Okay, thanks. Would that be all the details needed for creating the account?", "No...your social security number would also be needed please.", "Alright....a second please. Ill need to look for it.", "Sure. Please take your time.", "The social security number, the nine digit one right?", "Yes exactly. Could you read out the number please?", "Yeah...five four five-zero one- eight two six three.", "five four five-zero one- eight two six three.", "Yeah thats right.", "Great! That would be all the necessary details needed for creating an account with Rivertown Insurance. Youll get a message in the next twenty four hours which confirms that an account has been created in your name.", "Okay...Ill look forward to that.", "In the message which would be sent to you through the phone number you gave us in your details, is a link which leads you to enroll for an insurance plan.", "Alright...I guess thats where I can choose to insure my automobiles.", "Exactly. Here the insurance agent who is in charge of enrolling customers into a plan would attend to you when you put a call through.", "Thatd be absolutely great. I really look forward to that and I can't wait to be fully enrolled so I can enjoy the benefits attached to the insurance policies of your organization.", "We also look forward to doing business with with and were super glad that you chose us amongst several other insurance agencies.", "Mmh..good.", "Yeah, thanks. Just so you know, our insurance programs allows you to combine your basic auto insurance with your preferred insurance renewal. By combining these insurance policies, you can lower your policy costs and provide a quicker turn around for your claims.", "Wow...thats sounds like a good one. Although I do not have a complete understanding of that yet.", "Yeah...as time goes on, youll get to understand better and be more familiar with those termiss.", "Absolutely.", "At the end of this call, you will get a message which entails the link to the companys website and social media page where you will get to see more information about the insurance plans and policies. I believe this would also help you to have a better understanding of your automobile insurance which you're planning to enrol for, pending the time your account would be created.", "Yeah, Thanks, Ill appreciate that.", "You are welcome. One more thing, kindly rate our customer service on the website on a scale of one to five based on your satisfaction.", "Alright. Ill do that.", "Thanks once again for choosing Riverside insurance agency. We look forward to more pleasant moments with you.", "Same here.", "Have a beautiful day ahead sir.", "You too. Bye for now!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_840_000", "insurance_840_001", "insurance_840_002", "insurance_840_003", "insurance_840_004", "insurance_840_005", "insurance_840_006", "insurance_840_007", "insurance_840_008", "insurance_840_009", "insurance_840_010", "insurance_840_011", "insurance_840_012", "insurance_840_013", "insurance_840_014", "insurance_840_015", "insurance_840_016", "insurance_840_017", "insurance_840_018", "insurance_840_019", "insurance_840_020", "insurance_840_021", "insurance_840_022", "insurance_840_023", "insurance_840_024", "insurance_840_025", "insurance_840_026", "insurance_840_027", "insurance_840_028", "insurance_840_029", "insurance_840_030", "insurance_840_031", "insurance_840_032", "insurance_840_033", "insurance_840_034", "insurance_840_035", "insurance_840_036", "insurance_840_037", "insurance_840_038", "insurance_840_039", "insurance_840_040", "insurance_840_041", "insurance_840_042", "insurance_840_043", "insurance_840_044", "insurance_840_045", "insurance_840_046", "insurance_840_047", "insurance_840_048", "insurance_840_049", "insurance_840_050", "insurance_840_051", "insurance_840_052", "insurance_840_053", "insurance_840_054", "insurance_840_055", "insurance_840_056", "insurance_840_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": [ "Hi, good morning, my name is Mary, thank you for calling, what can I do for you.", "Good morning Mary, my name is Britney.", "Okay Britney, what can I do for you this morning?", "Please call me Brit.", "Uh, okay Brit.", "I want to pay for my insurance bill.", "o-kay. First I'll have to confirm your identity by asking you to provide some details about yourself.", "Okay, proceed.", "Please provide your first name, last name, date of birth and customer number.", "My first name is Britney.", "B R I T N E Y.", "No, it's spelled B R I T T A N Y.", "B R I T T A N Y.", "My last name is Jason.", "J A S O N?", "yeah.", "Brit, what's your customer number.", "How do I get a customer number?", "Do you have your insurance card?", "Yes but it's not with me at the moment.", "Is it within reach because you'll have to read out the customer number to me.", "I'm not sure about that. Could you hold on a second while I look for it?", "Please take your time.", "Found it. Seven eight three.", "Seven eight three.", "Two one three.", "Two one three.", "Nine zero.", "Nine zero. Your identity has been verified.", "O-kay.", "It shows here that you're on preferred automobile plan.", "Yes.", "That's one thousand five hundred dollars per year.", "Yeah, that's correct.", "What's the duration of the bill.", "It's a year.", "So, you'll be paying one thousand five hundred dollars.", "Yes, how do I make payment.", "I'll need your credit card number, the expiration date and CVV.", "My credit card number is six seven nine seven.", "Six seven nine seven.", "One one three zero.", "One one three zero.", "Eight two five four.", "Eight two five four.", "The expiration date is zero seven, two zero two three.", "Okay, your CVV.", "Three one five nine.", "Hold on. it says the CVV number is invalid. Could you call the numbers again?", "Yes, it's three five nine.", "Okay, three five nine?", "Yes.", "Alright, your payment has been initiated.", "okay.", "Your bill has been successfully paid. Is there anything else I can do for you?", "No, that's all for now.", "Thank you for choosing our insurance company. Do have a great day. Bye.", "Yeah you too. Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_841_000", "insurance_841_001", "insurance_841_002", "insurance_841_003", "insurance_841_004", "insurance_841_005", "insurance_841_006", "insurance_841_007", "insurance_841_008", "insurance_841_009", "insurance_841_010", "insurance_841_011", "insurance_841_012", "insurance_841_013", "insurance_841_014", "insurance_841_015", "insurance_841_016", "insurance_841_017", "insurance_841_018", "insurance_841_019", "insurance_841_020", "insurance_841_021", "insurance_841_022", "insurance_841_023", "insurance_841_024", "insurance_841_025", "insurance_841_026", "insurance_841_027", "insurance_841_028", "insurance_841_029", "insurance_841_030", "insurance_841_031", "insurance_841_032", "insurance_841_033", "insurance_841_034", "insurance_841_035", "insurance_841_036", "insurance_841_037", "insurance_841_038", "insurance_841_039", "insurance_841_040", "insurance_841_041", "insurance_841_042", "insurance_841_043", "insurance_841_044", "insurance_841_045", "insurance_841_046", "insurance_841_047", "insurance_841_048", "insurance_841_049", "insurance_841_050", "insurance_841_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, thank you for calling MetricsInsurance company, May I know your name please?", "Hi, I'm John.", "Good day mister John, How are you doing today?", "Great, thank you.", "Perfect!, I'm really glad to hear that, How may I help you?", "I just got a new job that will require me to travel from this vicinity, I will like to ask if it's possible to change my address pending the time I return.", "If I understand you correctly sir, you would like to change your address to a new one?", "Yes.", "oh, that's not a problem I can surely help with that.", "Thanks, please is it also possible to return to the previous address when I return back?", "Yes.", "Thats very good then.", "Alright mister John, May I have your first name and last name please.", "I'm John Kingdom.", "Okay, mister John Kingdom, to change your address to a new one, I need to have your policy number.", "policy number?", "Yes, it's an eight digit number written at the bottom left corner of your dashboard.", "#oh is it the string of number below my profile picture?", "Yes mister John.", "Okay, let me call it out.", "Please do.", "Okay, I have here three four one.", "three four one.", "seven seven seven.", "seven seven seven.", "six nine.", "six nine.", "That's all.", "Ok, the policy number is three four one seven seven seven six nine. Is that correct?", "Yes Please.", "Perfect! Now may I have the old address and zip code please?", "Ok, my old address is twenty five, Apple street, True Avenue, Huge Apartment, California.", "Great, thank you, the Zip code?", "Sure, my zip code is three three one five five.", "three three one five five.", "Yea, that's correct.", "So, what would you like as your new address?", "one five seven eight.", "one five seven eight.", "Sacramento Street.", "Is Sacramento spelled S.a.c.r.a.m.e.n.t.o.", "Yes thats correct.", "Ok, you can continue.", "sacramento street, Portland.", "Okay, Mr.John, Please confirm the new address one five seven eight, sacramento street, Portland.", "Yes thats correct.", "Alright your address has been successfully changed, you can log into your dashboard to confirm that right after this call.", "Alright, thanks so much.", "You are welcome mister John, If any other questions arise, please feel free to contact us at any time.", "No problem, I will.", "Do have a lovely day ahead.", "And you too." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_842_000", "insurance_842_001", "insurance_842_002", "insurance_842_003", "insurance_842_004", "insurance_842_005", "insurance_842_006", "insurance_842_007", "insurance_842_008", "insurance_842_009", "insurance_842_010", "insurance_842_011", "insurance_842_012", "insurance_842_013", "insurance_842_014", "insurance_842_015", "insurance_842_016", "insurance_842_017", "insurance_842_018", "insurance_842_019", "insurance_842_020", "insurance_842_021", "insurance_842_022", "insurance_842_023", "insurance_842_024", "insurance_842_025", "insurance_842_026", "insurance_842_027", "insurance_842_028", "insurance_842_029", "insurance_842_030", "insurance_842_031", "insurance_842_032", "insurance_842_033", "insurance_842_034", "insurance_842_035", "insurance_842_036", "insurance_842_037", "insurance_842_038", "insurance_842_039", "insurance_842_040", "insurance_842_041", "insurance_842_042", "insurance_842_043", "insurance_842_044", "insurance_842_045", "insurance_842_046", "insurance_842_047", "insurance_842_048", "insurance_842_049", "insurance_842_050", "insurance_842_051", "insurance_842_052", "insurance_842_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, Good afternoon, my name is Ruth, thank you for calling, what can I help you with?", "Good afternoon Tom, I am Jane Ane.", "Alright, is it okay i call you Jane?", "Yeah, Jane is fine.", "Alright Jane, what can i help you with today?", "So the thing is, I'm moving from my current place to a temporary place for a project I was told to head from work.", "okay.", "I will be at the new apartment for quite a while, say twelve months.", "Okay Jane, I'm with you.", "So I'd love to change my address pending when I'll move back, will that be possible?", "sure it is but it would require you to provide me some information for verification purpose, if you don't mind?", "#oh okay.", "Alright Jane, I'll need you to provide me your first name, last name, date of birth and customer number.", "m cus- customer number?", "yes, it's an eight digit number written at the bottom left corner of your insurance card.", "#oh, please let me reach for my insurance card.", "No problems.", "Okay i have it now, First name Jane.", "J A N E.", "Last name Ane.", "A N E?", "yeah sorry what's the next detail?", "your date of birth.", "#oh of course, one three, zero three, one nine seven zero.", "One three, zero three, one nine seven zero, correct?", "Yes.", "alright, please call your customer number.", "#oh okay five one five three.", "five one five three three.", "Six four zero five.", "Six four zero five, correct?", "Yes.", "okay, please hold while i confirm the details.", "Take your time.", "okay mary, the address on your dashboard reads one two two nine, Long Street, Gainesville, Florida three two six zero one, is that correct?", "Yes.", "So what is your new address?", "It's one three eight five.", "One three eight five.", "Crestview Terrace.", "Crestview Terrace.", "San Antonio.", "San Antonio.", "Texas.", "Texas.", "Seven eight two one nine.", "Se-ven eight two one nine.", "Yeah.", "Okay Jane, your new address, one three eight five, Crestview Terrace, San Antonio, Texas, seven eight two one nine, correct?", "Yes.", "Alright your address has been successfully changed, you can log into your dashboard to confirm that right after this call.", "Alright, thank you so much.", "You are welcome Jane, thank you for calling and do have a lovely day.", "Yeah you too." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_843_000", "insurance_843_001", "insurance_843_002", "insurance_843_003", "insurance_843_004", "insurance_843_005", "insurance_843_006", "insurance_843_007", "insurance_843_008", "insurance_843_009", "insurance_843_010", "insurance_843_011", "insurance_843_012", "insurance_843_013", "insurance_843_014", "insurance_843_015", "insurance_843_016", "insurance_843_017", "insurance_843_018", "insurance_843_019", "insurance_843_020", "insurance_843_021", "insurance_843_022", "insurance_843_023", "insurance_843_024", "insurance_843_025", "insurance_843_026", "insurance_843_027", "insurance_843_028", "insurance_843_029", "insurance_843_030", "insurance_843_031", "insurance_843_032", "insurance_843_033", "insurance_843_034", "insurance_843_035", "insurance_843_036", "insurance_843_037", "insurance_843_038", "insurance_843_039", "insurance_843_040", "insurance_843_041", "insurance_843_042", "insurance_843_043", "insurance_843_044", "insurance_843_045", "insurance_843_046", "insurance_843_047", "insurance_843_048", "insurance_843_049", "insurance_843_050", "insurance_843_051", "insurance_843_052", "insurance_843_053", "insurance_843_054", "insurance_843_055", "insurance_843_056", "insurance_843_057", "insurance_843_058", "insurance_843_059", "insurance_843_060", "insurance_843_061", "insurance_843_062", "insurance_843_063", "insurance_843_064", "insurance_843_065", "insurance_843_066", "insurance_843_067", "insurance_843_068", "insurance_843_069", "insurance_843_070", "insurance_843_071", "insurance_843_072", "insurance_843_073", "insurance_843_074", "insurance_843_075", "insurance_843_076", "insurance_843_077", "insurance_843_078", "insurance_843_079", "insurance_843_080", "insurance_843_081", "insurance_843_082", "insurance_843_083", "insurance_843_084", "insurance_843_085", "insurance_843_086", "insurance_843_087", "insurance_843_088", "insurance_843_089", "insurance_843_090", "insurance_843_091", "insurance_843_092", "insurance_843_093", "insurance_843_094", "insurance_843_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": [ "Rivertown Insurance. Good afternoon. This is Monica. How are you doing today?", "Hello, good afternoon. I've always tried to reach the call centre but theyv'e always placed me on hold for so long that I lose my patience and hangup without getting to talk to anyone..", "Oh, I'm so sorry about that. We get so many queries, so most of our agents are usually busy, attending to our numerous customers. We are so sorry. Can I know your name, please? But before that, I would like to inform you that this call is being recorded to help us optimize our services to you.", "Wait no, you guys also record calls? Is there even any privacy in this country anymore? Why's everyone.", "#Err we are sorry if this feels like your privacy is being intruded. It's just standard procedure for.", "That's what you all say. Standard procedure, for what exactly, please?", "#Um so the conversations we have with our customers are actually recorded for our dispensation to your requests to be assessed. I can assure you the recordings are used strictly for that purpose. #Uh our company holds it's customers and their interests in high esteem, so be assured we wouldn't do anything to jeopardize your privacy Sir.", "Hm, that's a bit convincing.", "Yes Sir. So can I know your name, please?", "I'm Matt.", "Oh nice to meet you, Matt. #Um how are you doing today?", "Well r better, now that I have someone to attend to me.", "Oh great, that's great. That's why we are here. So what can I do for you, Matt?", "So initially, when I was trying to get to you guys last week, I just wanted to change my address.", "Okay?", "Yeah, but now I would like to cancel one of my plans too.", "Alright if I get you correctly, you would like to change the address on your file, and also cancel one of your plans?", "Exactly what I just said. I would like to change my address and cancel one of the plans I'm subscribed to.", "Alright, that's not a problem Sir. So here's what we're going to do. We take it step by step, beginning with the change of address, then we move to cancel the plan you wish you to cancel, okay?", "Okay. #Uh what details do I need for my change of or in short, what is involved for the change of address?", "Yeah r so first, I'm sure you're effecting the change because you have either moved to a new address or you plan to do.", "Yeah, yeah, I'm moving with my family to Tenesse next week.", "Oh great. Tennesse is wonderful.", "Yeah, yeah, I'm actually moving for job reasons. I just got a job over there, so I have to move for ease. And that's because ", "Oh okay, great.", "What?", "No no, continue please.", "#Uh alright, I was just saying that wait, you know what? I should not bore you with all these details. So I'm moving to Tenesse next week, yeah.", "Oh no, it's fine. But yeah, that's great, so I'm just going to ask a few questions to verify your identity, and then we effect the change to reflect your new address.", "Okay then.", "So can I have your full name, that is, your first name and your last name in that order, and your date of birth as well.", "#Uh my first name is Matt and my last name is Gregory. Sorry, I forgot the other question. I think you were asking ", "Your date of birth.", "Yeah, yeah, thanks. My date of birth. I was born on the eight of March, nineteen seventy-five, alongside my twin, Mattias.", "Oh I see. That's good to know. #Err so right now, I need your customer number.", "My customer number? Isn't it that eight-digit number? I do not have it here, but let me see if I can recall it. It should be ", "Oh, you don't have to stress. You could just check the Welcome Email that was sent to you when you newly created your account with us. The details are there.", "Okay, let me check the wait, could you hang on a second? I think the mail's part of those my son mistakenly wiped recently. It's been causing me lots of trouble since I lost those emails, because I have a lot of vitals there, asides even this. Is there like a way we could work around this, because I do not even know where the last mail copy I got from you is at the moment.", "Oh so sorry about that. But yeah, it's not a problem if you cannot access the email anymore. You could just give me your phone number, your SSN and the answer to your security question instead.", "Uh-oh! I have to provide these much details just to confirm I own the account? #Um wait, can't I just do this myself on the portal?", "#Err yeah, but that's because we cannot get your customer number at the moment. It would have been easier with that. And yeah, you can do it yourself, but it's still the same procedure there too.", "Oh really. Well r my phone number is four six nine.", "Mhm?", "five five five.", "five five five?", "six zero seven four.", "Okay, great. So your phone number is four six nine five five five six zero seven four?", "Yap.", "Okay, great now your SSN?", "That's r four four nine zero two.", "You said four four nine zero?", "No, I said zero two.", "Okay, I got it. #Err you can go on with the rest.", "#Um I stopped at r zero two? Okay yeah, that's where I stopped, then six nine two eight.", "That's six nine two eight?", "Yap.", "Okay, great. Alright, so now, can you tell me the answer to your security question, please?", "#Err I guess that was Dan? Yeah, it was Dan.", "Perfect! Now that we are done verifying your identity, I'll need the full addresses, both the old and new to effect the change.", "Like you need me to call out the old and new addresses to you?", "Yeah exactly, so we can effect the change, as you requested.", "Whew! Okay. I'm currently staying at one forty-eight B, Hillcrest Road, Dallas, Texas, which will be the old address. Did you get that?", "Yeah, r you said one forty-eight B, Hillcrest Avenue, Dallas, Texas, right?", "No no no, not Avenue, I said Hillcrest Road.", "Oh, my bad. I'm sorry. I probably heard you wrong. Alright, that has been corrected, so your new address, please?", "Hm, so I'll be moving to three twent-four Laurent Road.", "Laurent Road.", "Yeah, Nashville, Tennesse.", "Perfect! So your new address in your file will now reflect three twenty-four, Laurent Road, Nashville, Tennesse.", "Great, thank you.", "Yeah, you're welcome. So you mentioned you wanted to cancel one of your plans?", "Yeah, yeah, I want to cancel.", "Okay, which one of them do you wish to cancel, because I can see here you're subcribed to the Homeowner and Automobile plans.", "Yeah, I would like to cancel the car plan.", "Oh, the automobile plan? Alright, May I know your reason for cancelling, please?", "I r so I-I thought about, like I heard about this you know what? I think I'll I should discuss with Annie what she thinks before I cancel. #Err sorry, Anita is my wife, and I just had a second thought about cancelling and realized I had not even informed her just yet about the cancellation, so I think I should inform her first. Thank you, and sorry for bothering you.", "#Ah, not a problem at all Sir. Take your time please.", "Okay, great. Thank you. But r so if I'd eventually cancel, what do I need to do? Do I have to call back, or is it something I can do on the portal myself?", "#Err you might actually have to call us back, as the self plan cancelling feature is currently disabled on the portal Sir.", "Whoa! Really? Your mode of operation is so outdated. I literally have to call you for ever ything, and it's not like you're always available to answer. So annoying!", "We are sorry for the discomfort Sir. We actually had the feature enabled before, but you know, it was disabled as we noticed some customers who are not so tech-oriented would mistakenly cancel a plan and would call us, complaining about we suddenly cancelling their plans. So we disabled to avoid such occurrences. We are actually currently working on a lasting solution to that, but until then, you may have to call us to help with plan cancellation and a few other things. And about the.", "Well I guess we have to get used to waiting long on the phone for long to be attended to then.", "#Err About the availability, like I said earlier, please understand that we have many agents tending to the unending needs of our numerous valued customers, so you might experience r a slight delay. But please note that we take our time to attend to all our customers, without leaving any query unanswered, so if you cannot wait for the queue on the phone, you may just leave us an email, and we will definitely respond.", "I guess the email option does it for me.", "Great, great. We are always glad to help.", "Mhm.", "Is there any other question you would like to ask, or is there anything you would like me to do for you?", "Nah, thanks. I just asked everything I needed to ask.", "Okay, great. Please, should you have any questions in the future or anything you would like us to help you with, please, feel free to reach us here, or you could drop an email, we will respond as quickly as possible.", "Hm, alright.", "Okay, so mister Matt, thank you for being our valued customer. We hope to continue serving you.", "Yeah, thanks.", "Do enjoy the rest of your day.", "You too.", "Okay, bye.", "Yeah, bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [ "ChangeAddress" ], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_844_000", "insurance_844_001", "insurance_844_002", "insurance_844_003", "insurance_844_004", "insurance_844_005", "insurance_844_006", "insurance_844_007", "insurance_844_008", "insurance_844_009", "insurance_844_010", "insurance_844_011", "insurance_844_012", "insurance_844_013", "insurance_844_014", "insurance_844_015", "insurance_844_016", "insurance_844_017", "insurance_844_018", "insurance_844_019", "insurance_844_020", "insurance_844_021", "insurance_844_022", "insurance_844_023", "insurance_844_024", "insurance_844_025", "insurance_844_026", "insurance_844_027", "insurance_844_028", "insurance_844_029", "insurance_844_030", "insurance_844_031", "insurance_844_032", "insurance_844_033", "insurance_844_034", "insurance_844_035", "insurance_844_036", "insurance_844_037", "insurance_844_038", "insurance_844_039", "insurance_844_040", "insurance_844_041", "insurance_844_042", "insurance_844_043", "insurance_844_044", "insurance_844_045", "insurance_844_046", "insurance_844_047", "insurance_844_048", "insurance_844_049", "insurance_844_050", "insurance_844_051", "insurance_844_052", "insurance_844_053", "insurance_844_054", "insurance_844_055", "insurance_844_056", "insurance_844_057", "insurance_844_058", "insurance_844_059", "insurance_844_060", "insurance_844_061", "insurance_844_062", "insurance_844_063", "insurance_844_064", "insurance_844_065", "insurance_844_066", "insurance_844_067", "insurance_844_068", "insurance_844_069", "insurance_844_070", "insurance_844_071", "insurance_844_072", "insurance_844_073", "insurance_844_074", "insurance_844_075", "insurance_844_076", "insurance_844_077", "insurance_844_078", "insurance_844_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, Good afternoon, my name is John, what can I do for you today?", "Hi sir, how are you doing today?", "I am fine ma, please call me John ma'am.", "Oh my bad I am sorry.", "it's okay.", "my name is Jessica by the way.", "okay, Jessica, how are you doing and how may I help you today?", "I'm great thank you, I got to find out about Midas insurance company through a friend few days back and I heard you guys have great plans and I thought I should call to create an account and enroll in a plan.", "okay, thats great, you are welcome, thanks for contacting us ma'am, and I promise you won't regret opening an account with us.", "I hope so though.", "I assure you ma'am.", "if you say so then, okay. So where do I start from?", "Alright, first of all I will need some of your details so I input them on the system to create the account.", "okay, please carry on.", "your first name and last name ma?", "first name is Jessica and last name is Plate.", "oh-Kay, Jessica Plate. Please your phone number.", "Alright, four three zero.", "four three zero.", "two five nine.", "two five nine.", "six six zero three.", "six six zero three. Oh-Kay.", "yeah, thats it.", "to confirm, I have here, four three zero two five nine six six zero three.", "yeah, it's correct.", "okay, next is security question. To prevent thieves from accessing your account, this session is very important.", "oh-Kay.", "I will call out five security questions now and you are required to choose the one you want and answer it.", "Okay.", "The questions are What is your mother's maiden name?What is the name of your childhood best friend?What is the name of your high school?", "okay.", "What is the name of your first pet?. What is the name of your favorite teacher?", "okay, I will go with the third question that asked about childhood best friend please.", "thats the second question actually. But do you confirm that you are going with that?", "yes, the one involving my childhood best friend. I can't forget her easily.", "okay, please what is the answer to that ma'am?", "her name is Maltida.", "okay, now I need your date of birth.", "alright it's the fifteenth of December, nineteen ninety one.", "okay, thanks. Next is your street address.", "oh-Kay, I live at five two sixty-five Townsend avenue, Illinois.", "okay, your zip code?", "two four six.", "two four six.", "one two seven.", "one two seven. Okay, thats two four six one two seven.", "yes, thats correct.", "please call out your social security number.", "okay, please hold on let me bring it out.", "okay, I'm here for you.", "Alright, it's two seven seven.", "two seven seven.", "zero zero four.", "zero zero four.", "six two three.", "six two three.", "yeah, thats it.", "okay, so it's two seven seven. zero zero four. six two three. right?", "yes, thats correct.", "okay, your account has been created successfully, may I have your email address so you can receive important updates as regards your account.", "yeah!!! It's Jessie five zero two at Gmail dot com.", "okay, thank you. Your login details has been sent to your mail.", "okay, thank you very much.", "would you like to enroll in any plan now.", "yeah, I would like to do that now. But please can I call back and we continue this conversation.", "yes, please. You can reach any of our agents anytime you are ready and he or she would help you.", "okaywhat if I want to speak to you directly? Is that possible?", "its under probability, except you want me to call you specially.", "yeah, thats great!!!. Would like that.", "okay, is there a time that is comfortable for you ma'am.", "Yes, in two hours time. Thats by three thirty p. m.", "okay, will sure do that ma'am.", "alright, got to go nowwould be expecting your call later.", "alright ma. Thanks for contacting Midas insurance customer care line.", "you are welcome.", "and welcome to the family. Do have a lovely afternoon.", "thank you.", "Bye!!!", "Bye Bye!!!" ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "CreateAccount", "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_845_000", "insurance_845_001", "insurance_845_002", "insurance_845_003", "insurance_845_004", "insurance_845_005", "insurance_845_006", "insurance_845_007", "insurance_845_008", "insurance_845_009", "insurance_845_010", "insurance_845_011", "insurance_845_012", "insurance_845_013", "insurance_845_014", "insurance_845_015", "insurance_845_016", "insurance_845_017", "insurance_845_018", "insurance_845_019", "insurance_845_020", "insurance_845_021", "insurance_845_022", "insurance_845_023", "insurance_845_024", "insurance_845_025", "insurance_845_026", "insurance_845_027", "insurance_845_028", "insurance_845_029", "insurance_845_030", "insurance_845_031", "insurance_845_032", "insurance_845_033", "insurance_845_034", "insurance_845_035", "insurance_845_036", "insurance_845_037", "insurance_845_038", "insurance_845_039", "insurance_845_040", "insurance_845_041", "insurance_845_042", "insurance_845_043", "insurance_845_044", "insurance_845_045", "insurance_845_046", "insurance_845_047", "insurance_845_048", "insurance_845_049", "insurance_845_050", "insurance_845_051", "insurance_845_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 this is Craig with Rivertown Insurance. How are you doing today?", "Oh hey there. I am doing great actually. How about you?", "I am doing fabulous. Thanks for asking. How can I help you today?", "Well I am wanting to see if I can set up a way to like pay automatically? Instead of my bill in the mail I just want to do it online or something.", "I can help with that. No problem. Let's get started here with your fisr and last name please.", "Yeah my name is Wendy Jimenez.", "Thanks Wendy. Can you please spell both your first and last name for me?", "Ok. Wendy is W E N D Y and Jimenez is J I M E N E Z.", "Alrighty I have that entered correctly it looks like. Ok so do you have your account number handy today?", "Uh no I don't. I was hoping you can just look it up I have yeah..", "No problem at all. I will just need to get a little more inofrmation from you if that's okay?", "Yes of course. What do you need?", "I need to first get your date of birth please.", "Six twenty one oh one.", "So thats is June twenty first two thousand and one?", "Yep that's right.", "Wonderful can you please now provide me with your social security number?", "Yeah it's nine zero nine one six five four two seven.", "Let me just have you repeat that I apologize I had a hard time hearing you for some reason.", "Oh sorry yeah let me go in another room my boy friend has the tv super loud in here. One second.", "No problem. I can wait.", "OK here we go thats better so my social security number is nine zero nine one six five four two seven.", "So let me juts repeat that back to you nine zero nine one six five four two seven? Does that sound correct?", "Yep sure does.", "Ok and one more thing here to get us in to your account to take a look I will need you to please answer a security question.", "OK sure no problem.", "Let's see here ok so I need to know what the name of your favorite teacher was?", "Oh ok yeah that would be mister Floyd. My fifth grade teacher.", "Wonderful looks like we are in. So let's me see here you were wanting to change your payment preference? Is that correct?", "Yeah so I keep getting my bill in the mail and want to see if I can like set up repeating payments on like a card or something?", "Certaiinly. That is something we can do. I do not see a card on file at this point. What card would you like to add?", "Oh good question let me look ok here it is I found it here. it is a visa card. Is that ok?", "It is. I will first need you to read me the numbers off the bottom front of the card.", "Ok so ok four six seven two nine nine one four three nine eight one six six three two.", "OK let me just read that back to you. You said four six seven two nine nine ine four three nine eight one six six three two?", "Yep.", "Okay next can you tell me the name on the card exactly as it appears?", "Yes Wendy J. Jimenez.", "Thanks Wendy. Now can you please tell me the expiration date on the card?", "Yes ten twenty eight.", "Okay wonderful now last but not least I will need the cvv code for this card.", "Um let me look I just put it away sorry ok it is two nine four.", "That'll do it. It looks like you have a balance of one hundred seventeen dollars and fourty five cents. Do you want to go ahead an pay that with this card?", "Oh geez. Yeah sure go ahead.", "Okay that payment will be charged now. I can now set up a date for your future payments to be made for you. Do you have a preference of a date?", "Oh cool I get to choose! ok so probably the tenth of each month would be good yeah.", "Okay I can do that for you. So your next payment will be deducted on the tenth of September.", "Sounds good to me.", "Ok well it looks like we have your payment preferences updated. Is there anything else I can help you with today?", "Uh no not really. I think that's it. Thanks.", "Ok well then you have a wonderful day. Thank you for calling Rivertown Insurance.", "You too. Bye bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_846_000", "insurance_846_001", "insurance_846_002", "insurance_846_003", "insurance_846_004", "insurance_846_005", "insurance_846_006", "insurance_846_007", "insurance_846_008", "insurance_846_009", "insurance_846_010", "insurance_846_011", "insurance_846_012", "insurance_846_013", "insurance_846_014", "insurance_846_015", "insurance_846_016", "insurance_846_017", "insurance_846_018", "insurance_846_019", "insurance_846_020", "insurance_846_021", "insurance_846_022", "insurance_846_023", "insurance_846_024", "insurance_846_025", "insurance_846_026", "insurance_846_027", "insurance_846_028", "insurance_846_029", "insurance_846_030", "insurance_846_031", "insurance_846_032", "insurance_846_033", "insurance_846_034", "insurance_846_035", "insurance_846_036", "insurance_846_037", "insurance_846_038", "insurance_846_039", "insurance_846_040", "insurance_846_041", "insurance_846_042", "insurance_846_043", "insurance_846_044", "insurance_846_045", "insurance_846_046", "insurance_846_047", "insurance_846_048", "insurance_846_049", "insurance_846_050", "insurance_846_051", "insurance_846_052", "insurance_846_053", "insurance_846_054", "insurance_846_055", "insurance_846_056", "insurance_846_057", "insurance_846_058", "insurance_846_059", "insurance_846_060", "insurance_846_061", "insurance_846_062", "insurance_846_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": [ "Hi good morning, my name is Steve, thank you for calling, how may I help you?", "Hi Steve, my name is Jane.", "Alright Jane. What can I do for you?", "I got a deduction from my balance concerning a plan but I didn't initiate the payment and this deduction has actually ruined my plans.", "Jane I'm so sorry about that.", "Okay, what's the way out of this.", "I would like to know if automatic billing is enabled on your dashboard.", "Au-au-automatic what?", "Yes, the automatic billing button is on the left side of your dashboard, kindly check to see if it is enabled.", "Argh, I can't see any button. All I know is my money is gone and I didn't initiate any payment.", "I'm so sorry about that Jane but I really need you to confirm if automatic billing is enabled on your dashboard.", "You sad the button is on the left side of my dashboard?", "Yes.", "I think I found it. It's enabled. Can you disable it already?", "Sure, I can but it would require a few process.", "Okay, please hasten up.", "Okay ma. I need to verify your account but that's after you must have provide some information about yourself.", "What information is that?", "Your first name, last name, date of birth and customer number.", "My first name is Jane.", "J A N E.", "My last name is Austin.", "A U S T I N.", "My date of birth is one zero, one one, one nine seven six.", "Okay, your customer number please.", "Is that the eight digit number on my card?", "yes, it is.", "Okay, it's three six nine one.", "Three six nine one.", "Four zero two zero.", "Four zero two zero?", "Yes.", "Hold on please while I verify your identity.", "Please take your time.", "it says here that the customer number is invalid. Could you call the numbers for me again?", "Sure, three six nine one four zero two two.", "three six nine one four zero two two correct?", "Yes, I mistook the last digit for zero.", "Oh, that's okay. Hold on while I verify your identity.", "Okay.", "Jane Austin, your identity has been verified.", "Okay, so what next.", "Hold on while I proceed to cancel the automatic billing.", "Oh okay.", "This might take a while I hope you wouldn't mind.", "All I want is for it to be disabled.", "The automatic billing has been canceled successfully.", "Oh, thank you Steve.", "You're welcome Jane. Is there anything else I can help you with?", "yeah.", "What's that please?", "Can I find a nearby insurance agent?", "Yes, you can. Where are you located?", "Beverly Avenue, Miami.", "Please provide your zip code.", "Okay, that's two one seven eight six.", "Which contact method type would you prefer, phone number or email?", "Email.", "What's your email address?", "Janeaustin at yahoo dot com.", "Okay noted.", "That's all for now.", "Thank you for choosing our insurance company. Do have a great day. Bye.", "Have a great day too. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_847_000", "insurance_847_001", "insurance_847_002", "insurance_847_003", "insurance_847_004", "insurance_847_005", "insurance_847_006", "insurance_847_007", "insurance_847_008", "insurance_847_009", "insurance_847_010", "insurance_847_011", "insurance_847_012", "insurance_847_013", "insurance_847_014", "insurance_847_015", "insurance_847_016", "insurance_847_017", "insurance_847_018", "insurance_847_019", "insurance_847_020", "insurance_847_021", "insurance_847_022", "insurance_847_023", "insurance_847_024", "insurance_847_025", "insurance_847_026", "insurance_847_027", "insurance_847_028", "insurance_847_029", "insurance_847_030", "insurance_847_031", "insurance_847_032", "insurance_847_033", "insurance_847_034", "insurance_847_035", "insurance_847_036", "insurance_847_037", "insurance_847_038", "insurance_847_039", "insurance_847_040", "insurance_847_041", "insurance_847_042", "insurance_847_043", "insurance_847_044", "insurance_847_045", "insurance_847_046", "insurance_847_047", "insurance_847_048", "insurance_847_049", "insurance_847_050", "insurance_847_051", "insurance_847_052", "insurance_847_053", "insurance_847_054", "insurance_847_055", "insurance_847_056", "insurance_847_057", "insurance_847_058", "insurance_847_059", "insurance_847_060", "insurance_847_061", "insurance_847_062", "insurance_847_063", "insurance_847_064", "insurance_847_065", "insurance_847_066", "insurance_847_067", "insurance_847_068", "insurance_847_069", "insurance_847_070", "insurance_847_071", "insurance_847_072", "insurance_847_073" ], "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" ], "utterance": [ "Good evening, my name is Stacy, thank you for calling, what can I do for you?", "Hi Stacy, my name is Raymond Samson.", "Okay Raymond, what can I do for you?", "You can call me Ray for short.", "Okay that's good.", "I'm having difficulty logging into my account, all I was getting was incorrect password, Does this mean I have forgotten my password?", "I'm afraid so.", "Please tell me there's a way I can get back my account.", "Sure. you'll have to reset your password.", "Oh, good.", "Before we can do that, I'll have to verify your identity, I hope you wouldn't mind.", "Not at all.", "Please provide your first name, last name and date of birth.", "My first name is Raymond.", "R A Y M O N D.", "Last name is Samson.", "S A M S O N.", "It's the Samson with a p, so it's SAMPSON.", "Got it.", "My date of birth is two eight, one two, one nine nine one.", "Okay, next is your customer number.", "I do not have a customer number.", "Ray, all our customers have customer number. It is located at the bottom left of your insurance card.", "That means I'll need my card.", "Yes.", "Oh, I don't have that with me. Can you hold on just a second?", "Yeah, sure.", "Found it. The eight digit number?", "Yes.", "Two nine one zero.", "Two nine one zero.", "Four seven four two.", "Four seven four two.", "it's actually Four seven four three.", "Please listen while I call out the numbers again.", "Okay.", "Two nine one zero four seven four three, is that correct?", "Yes, that's correct.", "Please hold on while details is being confirmed.", "Okay.", "Your details has been confirmed.", "O-okay.", "The email on your dashboard reads Raysampson at gmail dot com, is that right?", "Yes, that's my email address.", "A reset link has been sent to your email.", "Hold on while I check my email.", "Okay. Have you seen the link.", "Not yet. Can you send it again?", "Sure, I'll do that. The link has been sent to you again?", "I've seen it.", "Alright Fred, you'll click on that link and input your new password.", "Okay, I'm doing that. It's done.", "Your password has been reset successfully. You can log into your dashboard to confirm this after the call.", "Okay, is there a way a can do this without having to call the help line?", "Yeah sure.", "Kindly put me through.", "the moment you try to log in and it says incorrect password, you'll click on forgot password and the reset password link will be sent to your mail.", "Oh, it's so simple.", "Yes it is.", "Thank you for putting me through.", "You're welcome. Is there anything else I can else I can do for you?", "Yes. I want to make enquires about your insurance plan types except the life insurance.", "We have the automobile plan, condo plan, home...", "Did you say condo plan?", "Yes, condo plan.", "Okay, you can proceed.", "We also have the homeowner plan, life plan, pet plan and renters plan. .", "I want further details about about the homeowner plan.", "The basic home plan is one thousand two hundred dollars per year, the home preferred plan is one thousand six hundred dollars per year and the home complete plan is two thousand dollars per year.", "whenever I'm ready I'll put a call through.", "Alright Raymond. Is there anything else I can do for you?", "That's all.", "Thanks you for choosing our insurance company. Enjoy the rest of your day.", "You're welcome. Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Max on the line. How are you doing today?", "#Uh Hi Max, I'm Fallon. Good morning. How are you?", "Hello Fallon, I'm well, thanks. How about you?", "I'm good, I'm good, thank you. And how's your day going?", "Going great, Fallon. Thanks for asking. #Err I trust yours is going great as well? But before we proceed, please.", "Y-yeah yeah, I mean no, my day's not going great. I'm calling to report an accident.", "Sorry to hear that. #Uh but before you proceed with your report, please be informed that all calls to and from the Rivertown Insurance Call Centre are recorded in order to help us serve you better.", "Hm okay okay, yes regular protocol. #Uh can I just report the accident already?", "Yes, definitely, you will report the incident. But first, can I please know what kind of accident you're reporting?", "Oh jeez! It's a car accident for crying out loud! It just happened this morning.", "Oh okay, once again, I'm so sorry to hear that. But for me to be able to log your report, I'll need to locate your file, and I can't do that without verifying your identity. So if you don't mind, I'll need to ", "Okay? Like you need to know my name and stuff?", "Yeah yes, I'll actually need your full name, that's your first name and your last name, I'll also need your date of birth and your customer number. Once we are done identifying you, we locate your file, and then we log your report for the Claims Department to review, yeah.", "Hm, and how long does it take the claims people to review the uh-huh you know what? My name is Fallon Westley. What else do you need?", "Okay, Fallon Westley, that's W-e-s-l-e-y, right?", "Nah, mine's with a t, like there's a t after the s.", "Oh oh yeah, I got it now, Fallon Westley. Got it.", "Yeah, okay.", "Okay, Could you please give me your date of birth, and then your phone number?", "Hm, that's first August, nineteen eighty-one, and my.", "#Uh, you said first August, nineteen eighty-one?", "Yeah.", "Alright, you can call your phone number now, please.", "Okay, seven seven five.", "Yeah, go on.", "two nine four.", "Don't worry, just go on.", "Okay, zero nine five two.", "Alright, great. Yeah, can I have your Social Security Number? You may want to call that out slowly, so I get it down correctly.", "Alright, that's six eight zero nine nine.", "#Er could you slow down a bit, so I can get it correctly.", "Oh alright, sorry.", "Yeah, you said six eight zero?", "Yeah, ninety-nine, that is nine.", "Nine nine?", "Yeah, yeah, two nine eight two.", "Two nine eight two, right?", "Yap.", "Okay, so from what I have here, your full name is Fallon Westley, and your date of birth is zero one zero eight nineteen eighty-one, which is first August, nineteen eighty-one, and ", "#Uh yeah, yeah.", "Great, and your phone number is seven seven five two nine four zero nine five two, am I correct?", "Yeah.", "Perfect, so just before I take down your report, can you please tell me the answer to your security question?", "Oh, didn't see that coming. Could you please hang on a second, I noted that answer down somewhere but I just hope my baby boy hasn't moved the notepad.", "Oh sure, please take your time.", "Alright, thanks.", "Yeah.", "#Er I think I found it already, yay! It's a color, brown. I can't even remember why I chose brown. Oh, maybe because of my baby boy's eyes or something. Boy's so lovely and just a replica of his father and oh, yeah, sorry, the answer is brown.", "Alright, yeah, it's brown.", "Okay, great. So do I get to give the report now?", "Yeah, sure, please. We were just about getting to that.", "Oh okay, so do I go on or.", "Yeah, sure, sure.", "Alright, so I drove down from work this morning at around ten can't really remember the exact time now, don't know if it matters, but yeah, I drove home with no issues, no collision what'soever, and I parked just right outside my lot, and ", "Like you drove down from work, and everything was fine, right?", "Yeah, no issues at all, and ", "Okay great, go on, go on.", "Alright, I actually left the office on a coffee break, to steal the time for a quick date, you know, and I actually drove home to pick a file I'll need I had worked on over the night, but forgot to pick it up while going to the office initially. It was more like using a single stone to take down two birds kind of thing, you know?", "Yeah, yeah, I get you. So how and when did the accident happen?", "Yeah, would you just let me get to that? I'm trying to give all the details as much as I can remember them, okay?", "Yeah, sorry. Please, go on.", "Great, so on my way back out of the apartment, I saw my neighbors in the area gathered around my car. I was like, did something happen to my car or what?", "Oh wow.", "When I got close, I noticed a very large dent on the driver's side of the car, like I had a terrible accident or something. Well from what I could gather, a fast-moving car had apparently hit mine while over-speeding and sped off.", "Oh, I'm so sorry about the incident. But just to be clear, where did you say you parked the car?", "Right outside my parking lot.", "Okay okay, noted. Lastly, can I have your driver license number, please?", "#Er hang on a second. Why don't you give me a oh there's no need for that, sorry. I got it already. So it's four seven two nine nine eight two five.", "#Er it ends with nine nine eight two five, right?", "Yeah, so what next, or is that all I have to do, just to narrate the incident? I thought I would get to make a claim, or how do I go about it?", "Yeah, so you can actually make a claim. Would you like to make one?", "Yes, definitely. Isn't that the end goal of reporting the incident in the first place?", "Okay, yeah, so I have logged your reports into your file, which will be transferred to the claims department for review.", "Okay?", "Alright about making your claim, do you have pictures of the dent? If you don't, please take clear pictures of the dent.", "Okay, I already did that. I know I have to file some report at a police station.", "Yeah, exaclty. #Uh you will need to file an FIR, that's the First Information Report at the nearest police station to you, and after that, you submit the report, the clear photo evidences, and yeah, of course, you need your policy documents as well.", "Alright, and that's it?", "#Er yeah, our team will review the documents and send a surveyor to come examine the car, and if it passes the evaluation, you get the settlement to fix it.", "If it passes? What do you mean, If it passes? I just told you how it all happened, and you say if it passes?", "Actually it's not in my capacity to assure you or not, but just do the needful by getting the documents, and your evidences as well, and the team will look into it. May I confirm if you understand all I've just said?", "Yeah, your team will look into it, isn't it?", "Yeah, yeah, but that's after you have forwarded all the necessaries for consideration. Kindly note that, ma.", "Hm, okay.", "Yeah. #Er is there any other thing you would like to ask or for me.", "#Uh so how long does it take, the review?", "Actually, the review takes between three business days to ten business days. After that, you get a check once the case is settled.", "Whew! I better prep myself to hitch a ride back home with colleagues from work for at least, the next two weeks, isn't it? So much for an insurance company!", "We apologize for any inconvenience this may cause you, ma.", "Mhm, yeah.", "Should you have any other or further questions in the future, or you need our assistance, please do not hesitate to call us or leave us an email. Thank you for choosing Rivertown Insurance.", "Yeah.", "Do have a great day, ma.", "Yeah, you too.", "Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Is that correct?", "Yeah.", "Your customer number is next, could you please read it out seven one nine.", "Ok, five two two.", "Five two two.", "seven one nine.", "seven one nine.", "four six.", "Four six.", "Mhm.", "five two two seven one nine four six. Is that correct please?", "Yes it is, Please what is involve in making a health claim please?", "Nothing much, after the confirmation of your identity that I will confirm now, a link will be sent to your mail, where you can fill the necessary form.", "Ok then, thanks.", "Please hold on, while I verify your identity, your insurance policy is health and automobile right?", "Please take your time, yeah you are right.", "Thanks for you patience, identity confirmed.", "Thanks.", "Please provide us with your email address.", "Ok, pjonath one two two at gmail dots com or Jonathanpraise at yahoo dots com.", "Ok, thanks, a link will be sent to your email right now, please do well to fill in the necessary information.", "I will do that right now.", "when you are done please submit, so we can assess and approve your claim.", "Thanks.", "Is there anything else we can do for you.", "m...yeah, please how can I find an agent in my environment.", "We have our agent across the State, do you wish to be contacted through your address or phone number.", "I prefer the phone please.", "Ok, please provide your phone number so you can be contacted.", "nine zero seven.", "nine zero seven.", "two eight three.", "two eight three.", "four four zero three.", "four four zero three.", "Thats all.", "nine zero seven, two eight three, four four zero three, Is that correct.", "Yeah it is.", "Our location agent will contact you, feel free to let them know how they can help you.", "No problem.", "if any other questions arise, please feel free to contact us anytime.", "Sure thing.", "Thanks so much for calling.", "You are welcome.", "Goodbye.", "bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "FindAgent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Good morning, Suzanne on the line. thanks for calling Rivertown insurance company. May I know who is speaking and how may I help you?", "Good morning Susan, I'm John William. Calling to get explicit information about your company and her insurance policies and offers as Id love to have an account with you.", "Oh great! Thats a good decision you made there as it is the first step to having a wonderful experience with us.", "Thank you.", "So, Rivertown insurance is an insurance company that provides insurance for pets, life, automobiles, homeowners, rents, etc and there are several plan types for each of them, each having it's own policies.", "Absolutely great...I think I am on the right track cos Id like to get an insurance for my automobiles.", "If I may ask, what inspired you in making these decisions?", "Actually, Ive always wanted to get an insurance for my automobiles but what inspired me recently was a friend of mine who recently had a ghastly accident, thank God he was saved but his car was destroyed beyond repair.", "Oh goodness...", "So I just feel like if he had insured his automobile, he would have been the luckiest man ever even after been saved from the accident.", "Yeah...thats very correct. Okay, now I think we can go ahead with the account creation, Ill need some of your details and Id like to get them as I make requests for it.", "Okay...I gottcha.", "Before we go ahead with that, for more enquiries about the companys profile and recent activities weve been carrying out, you can check the companys website or our social media pages for more details.", "Oh that would be great, Id like to have the social media handles and the link to the website so that I can check them out after this call.", "Sure, I can help you with that. Can I have your first name and last name please?", "My name is John William.", "Okay...one second please.", "Alright.", "Okay...just for confirmation, the William doesn't have a letter s, right?", "No it doesn't.", "O-okay, W.i.l.l.i.a.m. Can I get your ten digit US telephone number?", "Okay...seven six zero.", "Seven six zero.", "Six four six, eight two eight two.", "Seven six zero six four six eight two eight two...is that correct?", "Yep..thats it.", "Good.. youll be getting our weekly and monthly reminder messages through that number.", "Alright.", "Okay, now can I have your date of birth.", "August the tenth, nineteen eighty two.", "Okay- August the tenth, nineteen eighty two, just a moment please.", "Yeah sure.", "Thanks! Your street address and your ZIP code?", "Okay, thir-ty four Date Palm drive, Cathedral City, Riverside, California.", "Okay...ZIP code please.", "a second please.", "Sure.", "Nine two two three four.", "Good. Ill also need you to give answer to a security question.", "Oh okay but since it's a security question, isn't it supposed to be personal.", "Of course, you shouldn't disclose this to anyone but Ill need it cos I'm the one helping you with the account opening.", "Alright then. So what's the relevance of this security question?", "It is needed in cases whereby you forgot your password while trying to login your account, so it's more like a recovery question for your password.", "Oh I see..perfect, we can go ahead with that.", "What is the name of your high school?", "Wow...I guess I got a lucky security question.", "(Laughter) yeah, afterall no one would ever forget such.", "Cathedral high school (boys), Elysian Park, Los Angeles.", "Okay...one second to type this please.", "Alright.", "Los An-geles okay. Great. So that would always be the answer to your security question anytime it is needed.", "Okay, thanks. Would that be all the details needed for creating the account?", "No...your social security number would also be needed please.", "Alright....a second please. Ill need to look for it.", "Sure. Please take your time.", "The social security number, the nine digit one right?", "Yes exactly. Could you read out the number please?", "Yeah...five four five-zero one- eight two six three.", "five four five-zero one- eight two six three.", "Yeah thats right.", "Great! That would be all the necessary details needed for creating an account with Rivertown Insurance. Youll get a message in the next twenty four hours which confirms that an account has been created in your name.", "Okay...Ill look forward to that.", "In the message which would be sent to you through the phone number you gave us in your details, is a link which leads you to enroll for an insurance plan.", "Alright...I guess thats where I can choose to insure my automobiles.", "Exactly. Here the insurance agent who is in charge of enrolling customers into a plan would attend to you when you put a call through.", "Thatd be absolutely great. I really look forward to that and I can't wait to be fully enrolled so I can enjoy the benefits attached to the insurance policies of your organization.", "We also look forward to doing business with with and were super glad that you chose us amongst several other insurance agencies.", "Mmh..good.", "Yeah, thanks. Just so you know, our insurance programs allows you to combine your basic auto insurance with your preferred insurance renewal. By combining these insurance policies, you can lower your policy costs and provide a quicker turn around for your claims.", "Wow...thats sounds like a good one. Although I do not have a complete understanding of that yet.", "Yeah...as time goes on, youll get to understand better and be more familiar with those termiss.", "Absolutely.", "At the end of this call, you will get a message which entails the link to the companys website and social media page where you will get to see more information about the insurance plans and policies. I believe this would also help you to have a better understanding of your automobile insurance which you're planning to enrol for, pending the time your account would be created.", "Yeah, Thanks, Ill appreciate that.", "You are welcome. One more thing, kindly rate our customer service on the website on a scale of one to five based on your satisfaction.", "Alright. Ill do that.", "Thanks once again for choosing Riverside insurance agency. We look forward to more pleasant moments with you.", "Same here.", "Have a beautiful day ahead sir.", "You too. Bye for now!", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CreateAccount" ], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_851_000", "insurance_851_001", "insurance_851_002", "insurance_851_003", "insurance_851_004", "insurance_851_005", "insurance_851_006", "insurance_851_007", "insurance_851_008", "insurance_851_009", "insurance_851_010", "insurance_851_011", "insurance_851_012", "insurance_851_013", "insurance_851_014", "insurance_851_015", "insurance_851_016", "insurance_851_017", "insurance_851_018", "insurance_851_019", "insurance_851_020", "insurance_851_021", "insurance_851_022", "insurance_851_023", "insurance_851_024", "insurance_851_025", "insurance_851_026", "insurance_851_027", "insurance_851_028", "insurance_851_029", "insurance_851_030", "insurance_851_031", "insurance_851_032", "insurance_851_033", "insurance_851_034", "insurance_851_035", "insurance_851_036", "insurance_851_037", "insurance_851_038", "insurance_851_039", "insurance_851_040", "insurance_851_041", "insurance_851_042", "insurance_851_043", "insurance_851_044", "insurance_851_045", "insurance_851_046", "insurance_851_047", "insurance_851_048", "insurance_851_049", "insurance_851_050", "insurance_851_051", "insurance_851_052", "insurance_851_053", "insurance_851_054", "insurance_851_055", "insurance_851_056", "insurance_851_057", "insurance_851_058", "insurance_851_059", "insurance_851_060", "insurance_851_061", "insurance_851_062", "insurance_851_063", "insurance_851_064", "insurance_851_065", "insurance_851_066", "insurance_851_067", "insurance_851_068", "insurance_851_069", "insurance_851_070", "insurance_851_071", "insurance_851_072", "insurance_851_073", "insurance_851_074", "insurance_851_075", "insurance_851_076", "insurance_851_077", "insurance_851_078", "insurance_851_079", "insurance_851_080", "insurance_851_081", "insurance_851_082", "insurance_851_083", "insurance_851_084", "insurance_851_085", "insurance_851_086", "insurance_851_087", "insurance_851_088", "insurance_851_089", "insurance_851_090", "insurance_851_091", "insurance_851_092", "insurance_851_093", "insurance_851_094", "insurance_851_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 evening, my name is George, how may I help you?", "Good evening George, my name is Kristen Samson.", "Okay.Can I call you Kristen?", "yeah sure.", "Kristen, what can I do for you?", "I I'm a new customer and I want to enroll in an insurance plan.", "thats no problem Kristen, you'll need to create an account first.", "can you help me create an account?", "Of course yes. I would need some information about you to do that, can I proceed?", "Yes, I hope they won't be difficult questions.", "Not at all, can I proceed?", "yes you can.", "can you provide your first name, last name and phone number?", "My first name is Kristen.", "K R I S T E N?", "No, it's CHRISTEN.", "Okay Christen, you can proceed.", "My last name is samson.", "S A M S O N is that correct?", "yes it is.", "Your phone number please.", "Two one eight.", "Two one eight.", "Seven nine seven.", "Seven nine seven.", "Zero six five zero.", "Zero six five zero?", "Yes that's it.", "Okay for your security question, would you prefer your mother's maiden name, the name of your high school or the name of your first pet.", "I'd prefer my mother's maiden name and that is Steve.", "Next is your date of birth, street address and State.", "my date of birth is two one, zero seven, one nine nine three.", "Two one, zero seven, one nine nine three?", "Yes, thats correct.", "Please proceed with the next detail.", "Street address is two six, Flow Avenue.", "Two six, Flow Avenue. Okay, what's your State of residence.", "Florida.", "Flo-rida.", "Is that all?", "No, I've got few more questions.", "Okay shoot.", "next is your City, zip code and your Social Security Number.", "My city is Abington MA.", "Abington MA.", "Zip code is seven two nine one.", "Seven two nine one.", "what's the next detail?", "Social Security Number.", "Six three nine.", "Six three nine.", "Eight zero zero.", "Eight zero zero.", "Five four zero.", "Five four zero. Is that correct?", "sure.", "Your account has been created succesfully.", "O-o-kay.", "Which of our insurance plans do you want to enroll in?", "the thing is I don't know about your plans, could you tell me about your insurance plans?", "sure. We have the automobile plan, the condo plan.", "Condo plan?", "Yes, condo plan. We also have the Homeowner plan, life plan, pet plan and renters plan.", "O-kay.", "Which would you like to enroll in Christen?", "the homeowner plan.", "We have the basic home which is one thousand two hundred dollars per year, we also have the home preferred plan which is one thousand six hundred dollars per year and we have the home complete which is two thousand dollars per year.", "I'd go for the home complete plan.", "Thats two thousand dollars per year.", "Yes. How do I make payment.", "I'll need your credit card number, expiration date and CVV.", "Okay, my credit card number is one six seven zero.", "One six seven zero.", "Nine one two six.", "Nine one two six.", "Six three eight zero.", "Six three eight zero.", "One seven five four.", "one seven five four.", "The expiration date is zero two, two zero two four.", "Ze-ro two, two zero two four?", "Yes. The CVV is nine four two.", "Kindly proceed to make payments.", "You said the fee is two thousand dollars per year?", "Yes, thats correct.", "Hold on please, the transaction is in progress. Payment made.", "Hold on whille I confirm your payment.", "Okay.", "your payment has been made successfully.", "How long will it take for the plan to be effective?", "It is effective already since your payment has been confirmed.", "Okay, thank you so much.", "Is there anything else I can do for you?", "that will be all for now.", "Thank you so much Christen for your time. Do have a lovely evening.", "Yeah, you too. Bye!" ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "EnrollInPlan" ], [], [ "CreateAccount" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_852_000", "insurance_852_001", "insurance_852_002", "insurance_852_003", "insurance_852_004", "insurance_852_005", "insurance_852_006", "insurance_852_007", "insurance_852_008", "insurance_852_009", "insurance_852_010", "insurance_852_011", "insurance_852_012", "insurance_852_013", "insurance_852_014", "insurance_852_015", "insurance_852_016", "insurance_852_017", "insurance_852_018", "insurance_852_019", "insurance_852_020", "insurance_852_021", "insurance_852_022", "insurance_852_023", "insurance_852_024", "insurance_852_025", "insurance_852_026", "insurance_852_027", "insurance_852_028", "insurance_852_029", "insurance_852_030", "insurance_852_031", "insurance_852_032", "insurance_852_033", "insurance_852_034", "insurance_852_035", "insurance_852_036", "insurance_852_037", "insurance_852_038", "insurance_852_039", "insurance_852_040", "insurance_852_041", "insurance_852_042", "insurance_852_043", "insurance_852_044", "insurance_852_045", "insurance_852_046", "insurance_852_047", "insurance_852_048", "insurance_852_049", "insurance_852_050", "insurance_852_051", "insurance_852_052", "insurance_852_053", "insurance_852_054", "insurance_852_055", "insurance_852_056", "insurance_852_057", "insurance_852_058", "insurance_852_059", "insurance_852_060", "insurance_852_061", "insurance_852_062", "insurance_852_063", "insurance_852_064", "insurance_852_065" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello, Good morning, My name is Katryn, how may i help you.", "Good morning to you too, My name is Tom Jackson, how are you katryn?", "I'm fine sir, how about you?", "I'm Great too thanks.", "How may i help you mister Tom.", "um...i need help removing a dependent from my insurance plan.", "hmmm...okay, May i ask why Sir.", "its nothing serious actually, he already has a coverage with my ex-wife, so don't want to waste cash.", "okay... before i remove him, i would like to confirm your identity first by asking some few questions...may I?", "Yes you can please.", "okay. please help me with your customer number and please be advice that it comes with an extra cost and it will be added to your next payment date, which is August thirty first, twenty twenty one.", "okay, no problem with that. the number is two four.", "two four.", "eight three nine.", "eight three nine.", "four two six.", "four two six.", "yeah, that's it.", "okay, thanks, to confirm this you said, two four eight three nine four two six right?", "yes!! correct.", "okay..next i need your date of birth and do you confirm that Jackson is your surname, while Tom is your first name.", "Yes, in that other.", "ok..", "date of birth is fourteenth of June nineteen sixty eight.", "okay.. thank you sir. kindly hold on, while I confirm this details.", "Okay ma.", "thanks for your patience, please can i have your policy number?", "which is that?", "um..the ten digits given to you after registering your plan.", "ohhh..okay, seen.", "okay.", "its five seven nine three.", "five seven nine three.", "eight four two zero.", "eight four two zero.", "zero six.", "zero six..", "yeah..thats it.", "To confirm you said, five seven nine three eight four two zero zero six.", "yes!!", "okay.. thanks, i can see you and your dependent enrolled in whole life plan sir.", "exactly.", "please can i confirm the surname and first name of your dependent.", "oh for creazy sake! can you just get on with it, tired of all this questions.", "I'm am very sorry sir, for security reasons, we are required to know all this before we proceed on anything in anyone account.", "hmmm...okay, just be quick with this, need to do other things this morning.", "Thank you sir..please the names if your dependent.", "His name is Paul Michael.", "okay thank you.", "you are welcome.", "do you confirm the removal of paul Michael from your plan.", "yes i do please.", "okay...done.", "thank you very much.", "can i help you with anything else before completing this conversation?", "nothing else..", "okay..than--.", "sorry, is there any other way this process could have been done without me calling a helpline.", "yes sir, it could be done on your page and i could send the full procedures to your mail.", "okay please do.", "your email address sir?", "oh....its sam dot jackson one at gmail dot com.", "okay...you would get a mail in few minutes now sir.", "okay.. thank you very much for your help.", "thank you too sir, do have a nice day ahead sir.", "you are welcome... have a nice day too." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_853_000", "insurance_853_001", "insurance_853_002", "insurance_853_003", "insurance_853_004", "insurance_853_005", "insurance_853_006", "insurance_853_007", "insurance_853_008", "insurance_853_009", "insurance_853_010", "insurance_853_011", "insurance_853_012", "insurance_853_013", "insurance_853_014", "insurance_853_015", "insurance_853_016", "insurance_853_017", "insurance_853_018", "insurance_853_019", "insurance_853_020", "insurance_853_021", "insurance_853_022", "insurance_853_023", "insurance_853_024", "insurance_853_025", "insurance_853_026", "insurance_853_027", "insurance_853_028", "insurance_853_029", "insurance_853_030", "insurance_853_031", "insurance_853_032", "insurance_853_033", "insurance_853_034", "insurance_853_035", "insurance_853_036", "insurance_853_037", "insurance_853_038", "insurance_853_039", "insurance_853_040", "insurance_853_041", "insurance_853_042", "insurance_853_043", "insurance_853_044", "insurance_853_045", "insurance_853_046", "insurance_853_047", "insurance_853_048", "insurance_853_049", "insurance_853_050", "insurance_853_051", "insurance_853_052", "insurance_853_053", "insurance_853_054", "insurance_853_055", "insurance_853_056", "insurance_853_057", "insurance_853_058", "insurance_853_059", "insurance_853_060", "insurance_853_061", "insurance_853_062", "insurance_853_063", "insurance_853_064", "insurance_853_065", "insurance_853_066", "insurance_853_067", "insurance_853_068", "insurance_853_069", "insurance_853_070", "insurance_853_071", "insurance_853_072", "insurance_853_073", "insurance_853_074", "insurance_853_075", "insurance_853_076", "insurance_853_077", "insurance_853_078", "insurance_853_079", "insurance_853_080", "insurance_853_081", "insurance_853_082", "insurance_853_083", "insurance_853_084", "insurance_853_085", "insurance_853_086", "insurance_853_087", "insurance_853_088" ], "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" ], "utterance": [ "Hello, thank you for calling, my name is Thomas, How may i help you today?", "#Err- Thomas, Right or Tom?", "If Tom is comfortable for you, then it's okay sir.", "How are you Tom?", "I am fine sir and you?", "I'm fine too, just bothered about my account.", "What about your account sir?", "I have been trying to login since daybreak, it just seem not to be going through.", "o-okay- The t-.", "Yes!", "What's that sir?", "I have finally gotten through.", "The account sir?", "Yes, i have finally logged in.", "About that, i was just about explaining to you that we undergo general maintenance every first Wednesday of the month and we send notification mails ahead of the period.", "You mean i couldn't login due to the maintenance?", "Exactly sir, the maintenance just ended.", "That makes so much sense then.", "We are so sorry for the inconvenience.", "Not at all, i should have paid attention because indeed the mail came in yesterday morning.", "Yes sir, we send mails forty eight and twenty four hours prior to the maintenance period sir.", "You won't imagine how hard i have been trying only to know that i picked the wrong time.", "Sorry about that sir, is there any other thing i can do for you sir?", "h yes.", "I'm with you sir.", "How do you guys charge my account?", "If you can provide me with a few details i should be able to help you look that up.", "Anything.", "Your full name sir.", "James Fortune fjames three two at ymail dot com.", "James Fortune, got that, your date of birth and customer number.", "Date of birth, twenty five January ninety sixty.", "Okay sir, customer number?", "three five four four four two nine one.", "three five four four four two nine one?", "Yes, that's it.", "kindly give me a few seconds to check through.", "Take your time.", "Okay, James Fortune.", "Yes?", "Sorry, I'm checking through your account, just to let you know I'm still with you.", "Alright.", "You are enrolled for the life plan, pet and auto plan.", "That's correct.", "Okay sir, you billing frequency here says you are on for auto renewal yearly.", "yearly.", "yes sir.", "are there any other billing frequency as you called it?", "Yes sir, we have monthly and yearly to suit your convenience.", "Can i switch from the yearly to the monthly?", "Definitely sir.", "Let me change to monthly please.", "That won't be an issue.", "Okay.", "I'll need you to help me with answering your security question.", "oops can i actually remember the security question?", "It says here to ask of the name of your first pet?", "Oh, Rob, i really loved her you know?", "Rob is correct.", "I can't mix it up, she was a really nice rabbits.", "Rabbits are admirable.", "Are you a pet person?", "Not really.", "okay.", "So do you confirm switching from yearly to monthly billing.", "Yes i do .", "Your new billing frequency will start on the third of September immediately after this current year cycle ends.", "So I'll start the monthly payment on the third of September?", "That's correct sir.", "Do i have to pay on that exact day.", "We advise our clients to pay even before the day.", "i see.", "However we on our part do send reminders ahead of the due date.", "Okay.", "Please note that there's only a five working days grace after which the customer might forfeit the benefits of the plan until renewal.", "I'll do well to do my part then.", "Trust you will sir.", "Yeah, thanks a lot.", "is there any other thing i can do for you?", "oh, i think you have done enough for today.", "just doing my job.", "I understand.", "Please do well to give me rating according to your satisfaction at the end of this call sir.", "will sure do.", "Thank you sir.", "Not a problem.", "Thank you for calling and do have a wonderful day ahead sir.", "You too.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_854_000", "insurance_854_001", "insurance_854_002", "insurance_854_003", "insurance_854_004", "insurance_854_005", "insurance_854_006", "insurance_854_007", "insurance_854_008", "insurance_854_009", "insurance_854_010", "insurance_854_011", "insurance_854_012", "insurance_854_013", "insurance_854_014", "insurance_854_015", "insurance_854_016", "insurance_854_017", "insurance_854_018", "insurance_854_019", "insurance_854_020", "insurance_854_021", "insurance_854_022", "insurance_854_023", "insurance_854_024", "insurance_854_025", "insurance_854_026", "insurance_854_027", "insurance_854_028", "insurance_854_029", "insurance_854_030", "insurance_854_031", "insurance_854_032", "insurance_854_033", "insurance_854_034", "insurance_854_035", "insurance_854_036", "insurance_854_037", "insurance_854_038", "insurance_854_039", "insurance_854_040", "insurance_854_041", "insurance_854_042", "insurance_854_043", "insurance_854_044", "insurance_854_045", "insurance_854_046", "insurance_854_047", "insurance_854_048", "insurance_854_049", "insurance_854_050", "insurance_854_051", "insurance_854_052", "insurance_854_053", "insurance_854_054", "insurance_854_055", "insurance_854_056", "insurance_854_057", "insurance_854_058", "insurance_854_059", "insurance_854_060", "insurance_854_061", "insurance_854_062", "insurance_854_063", "insurance_854_064", "insurance_854_065", "insurance_854_066", "insurance_854_067", "insurance_854_068", "insurance_854_069", "insurance_854_070", "insurance_854_071", "insurance_854_072", "insurance_854_073", "insurance_854_074", "insurance_854_075", "insurance_854_076", "insurance_854_077", "insurance_854_078", "insurance_854_079", "insurance_854_080", "insurance_854_081", "insurance_854_082", "insurance_854_083", "insurance_854_084", "insurance_854_085", "insurance_854_086" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello, thank you for calling, my name is Dan, how can i help you today?", "Hello Dan, How's it going with ya?", "Very well sir, how about you?", "Quite alright, it's really is a nice weather.", "Yes it is.", "m m.", "So what can i do for you today sir-?", "Ben, the name's Ben.", "Alright Ben, let's have you.", "I sold my vehicle today for some cash.", "Okay sir.", "So I want to cancel the auto insurance plan.", "Hope all is well sir?", "Very well, I'm planning to get another one.", "that's great sir but it would have been better if you had inform us prior to the sale.", "Does that mean i won't be able to cancel?", "Not at all sir, it just would have been good to know when your previous subscription would be over, that way we can make a suggestion on when to sell.", "Oh i understand now, i am on the monthly subscription anyway.", "Oh that's great then.", "What are the requirements?", "That won't be an issue as soon as i verify your identity.", "Let's get started right away then.", "Your name and date of birth please?", "Edwards Benjamin.", "Alright.", "Nineteen six seventy five.", "Got that, your customer number?", "sorry?", "Your customer number sir, a unique eight digit provided to you upon registration sir.", "Oh three five two nine six eight seven two.", "three five two nine six eight seven two, correct?", "That's right.", "Do hold on sir.", "Alright.", "Patience Ben, I'm still with you.", "No problem.", "Great, you are currently enrolled on the life, pet and auto plan, yeah?", "Yes.", "And you want to cancel the Auto plan?", "Yes.", "Kindly provide me your policy number for the plan.", "Policy number?", "yes, every plan has their policy number.", "I don't think i have it.", "Do you have access to your mail?", "Yes.", "When was your last payment regarding the auto plan?", "six seven twenty twenty one.", "Okay Ben, i need you to check for communications between you and the company on that day.", "Okay.", "Can you find it?", "Still looking.", "Alright.", "I can see the mail.", "Alright, read me the number directly after the subject.", "okay, Two nine eight four six five nine one.", "Very good.", "Alright, can i close the mail?", "Please do.", "What's next?", "Canceling the auto plan means you will no longer be charged for this service and only have access to your active plans benefits.", "I quite understand that.", "Moreso, the cancellation will result in deduction of certain amount from your account.", "How much is it?", "Checking for you.", "Okies.", "Alright, a sum of two hundred and fifty only.", "Can my current balance cover it?", "You currently have a balance of four thousand and fifty dollars-.", "Go ahead and make the deductions.", "Alright, do you confirm the cancellation of your auto plan?", "Yes please.", "Okay, cancell--ing.", "Alright.", "Cancelled.", "Thanks a lot.", "Date of Cancellation is fourth of August twenty twenty one.", "Okay.", "Alright Ben, is there anything you will like me to do for you?", "is there any other way to do this without calling an helpline?", "As regards this kind of issue, the helpline is your best bet sir.", "Alright then, thank you so much.", "You are welcome, do ensure to rate my service according to your satisfaction at the end of this call.", "Okay Dan.", "Thank you for calling, do have a wonderful day ahead.", "And you too Dan. Thank you.", "You are welcome, bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_855_000", "insurance_855_001", "insurance_855_002", "insurance_855_003", "insurance_855_004", "insurance_855_005", "insurance_855_006", "insurance_855_007", "insurance_855_008", "insurance_855_009", "insurance_855_010", "insurance_855_011", "insurance_855_012", "insurance_855_013", "insurance_855_014", "insurance_855_015", "insurance_855_016", "insurance_855_017", "insurance_855_018", "insurance_855_019", "insurance_855_020", "insurance_855_021", "insurance_855_022", "insurance_855_023", "insurance_855_024", "insurance_855_025", "insurance_855_026", "insurance_855_027", "insurance_855_028", "insurance_855_029", "insurance_855_030", "insurance_855_031", "insurance_855_032", "insurance_855_033", "insurance_855_034", "insurance_855_035", "insurance_855_036", "insurance_855_037", "insurance_855_038", "insurance_855_039", "insurance_855_040", "insurance_855_041", "insurance_855_042", "insurance_855_043", "insurance_855_044", "insurance_855_045", "insurance_855_046", "insurance_855_047", "insurance_855_048", "insurance_855_049", "insurance_855_050", "insurance_855_051", "insurance_855_052", "insurance_855_053", "insurance_855_054", "insurance_855_055", "insurance_855_056", "insurance_855_057", "insurance_855_058", "insurance_855_059", "insurance_855_060", "insurance_855_061", "insurance_855_062", "insurance_855_063", "insurance_855_064", "insurance_855_065", "insurance_855_066", "insurance_855_067", "insurance_855_068", "insurance_855_069", "insurance_855_070", "insurance_855_071", "insurance_855_072", "insurance_855_073", "insurance_855_074", "insurance_855_075", "insurance_855_076", "insurance_855_077", "insurance_855_078", "insurance_855_079", "insurance_855_080", "insurance_855_081", "insurance_855_082", "insurance_855_083", "insurance_855_084", "insurance_855_085", "insurance_855_086", "insurance_855_087", "insurance_855_088", "insurance_855_089", "insurance_855_090", "insurance_855_091", "insurance_855_092", "insurance_855_093", "insurance_855_094", "insurance_855_095", "insurance_855_096", "insurance_855_097", "insurance_855_098", "insurance_855_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 Scott. How can I be of help?", "#Uh hi, my name is Candy. How's the day going?", "It's going great, thanks. How's yours going?", "Fine, fine, thanks. It's been fine.", "Okay, great. What can I do for you, ma'am?", "#Er so I called like a few weeks back, and I spoke with an agent, Mike, I guess, can't really remember now.", "Yeah, agent Mike? Okay?", "Yeah, so we like I told him of my desire to insure my car, and he told me of your car package, and subsequently sent me a quote.", "Okay, that's you requested a quote for an automobile policy for you car, right?", "Yeah, anyway, I'm interested in the plan, that's why I'm calling.", "Okay, great, so you want to enroll in the automobile plan?", "Yes, I want to.", "Alright, good, so which of the plans exactly are you interested in?", "I just told you. I want to insure my car.", "Yeah, yeah, I know. Did the agent get to explain the plans under the Automobile policy to you?", "Hm, like the Basic Auto and stuff like that?", "Yeah, the Basic Auto, Preferred Auto and the Complete Auto actually, which all.", "Okay, yeah, I remember I chose the Basic plan, but I really do not mind you running me through the plans again, because I really did not get to understand the coverages properly in the email the other agent sent me.", "Oh, sure, no problem. That's why we are here to help you to we are here to advice and help you to make the best decision that suits you. So what part of the policy don't you understand, let's start from there.", "Actually, I just need to understand the plans available under the automobile package and how they work, although, basically, based on what the agent sort of explained, I had it in mind to go with the Basic package, but I think if I know how the rest work properly, I will be confident on which to go for, you know?", "Yeah, I totally understand you. #Uh so starting with the Basic plan, it is the least expensive, costing a thousand dollars a year. So it basically covers the the car owner, that is the driver in events of accidents, you know, like the regular accidents that could happen to anyone. So what the Basic plan does for the driver is that it protects the driver if he or she is held responsible for being the cause of the accident, but the advantage is that it covers the driver regardless of whether he or she actually caused the accident or not, that is, so for instance wait, do you understand all I've just said up to this point?", "Yeah, sure, I'm flowing. So, but what if the driver did not cause the accident, what happens?", "Of course, he or she gets covered. I just mentioned on that, so if a driver is held responsible for an accident, the idea of this plan is to protect the driver from liabilities that may arise from the event. But these liabilities are limited to damages, medical expenses of the injured persons, calculated wages that may have been lost.", "Oh yeah, I was just going to ask if it covers the lost wages as well.", "Y-y-yeah, sure, it does, and it goes on to cover other liabilities the driver may incur as a result of the consequences that may have been sufferd by the injured persons in the accident, and all of this protection is granted the driver whether or not, I guess this was what you asked earlier yeah, so the Basic insurance plan provides the driver with all this protection whether or not he or she technically caused the accident he or she is held responsible for. Actually, a lot of people just opt for this without realizing it may not sufficiently cover some incidents they anticipate, but yeah, you have another question concerning the Basic Auto plan or you understand it already?", "No, I mean, yeah, I understand it better now. You can go on.", "Alright, great. So the Preferred Auto is the second of the plans. So basically, this one covers the cost of repairs you would expend on your vehicle if you were involved in a traffic accident, and this is available to the driver regardless of whoever is responsible for the accident, I mean either the insured driver or the other driver. It also covers the costs of repairs for any damage done to properties by collision of the vehicle, you know, like with tress, buildings, gates and other things in that category. The best.", "#Er wait, sorry, I noticed you mentioned just buildings, trees, gates, and you rounded that off with other things in that category? Could you be more explicit, please?", "Oh yeah, I mentioned that because items in that category are quite much, but just know that basically, it covers almost any property the vehicle collides with. But if you need better clarification, I could send you a bronchure to see an exhaustive list of the whole ", "Oh okay, yeah, you can, but I think I get the idea already.", "Okay, great, great. #Er so I was just going to mention the best part of the Preferred Auto plan. So this plan actually provides a replacement option for the insured, like you know, if the impact of the collision is so bad on the vehicle that it is totaled, like it is totally useless, the insured may actually be up for a replacement with a vehicle of the same market price or a down payment for another vehicle. That's how much the Preferred Auto plan covers and all this coverage is available for just.", "#Er that should cost like two thousand dollars, I guess?", "No, funnily enough, it's comes at just a thousand and five hundred dollars a year. Rivertown Insurance has always sought to make insurance affordable and available to everyone, so you may notice our prices may not be on the high side like our contemporaries.", "Hm, I see. But it is a known fact that the premium price might not be an issue, but winning a claim becomes an issue with insurance companies.", "Oh, no, not at all. I cannot speak of other insurance companies, but Rivertown grants claims once it finds the claim to be true and worthy. We hold our clients' best interests at heart, so servicing your needs is our utmost delight. Most people do not come over with concrete evidence or they report late or they do not file the proper documents, so they lose the claim, and they think it's the insurance company trying to eat their money. In fact, we do advise our clients to make use of the service of a lawyer who knows well about insurance. That's to show you how transparent we are.", "#Uh okay, so is it just those two plans because I feel like the other agent mentioned something like Auto Comprehensive or is it the Comprehensive Auto now?", "#Uh I guess you mean the Complete Auto plan, yeah?", "Yeah exactly, Complete Auto, my bad. I actually had the same problem the other day with the other agent, and it's surprising the name is quite simple to remember.", "Yeah, it is. Well, that's not a problem. The major thing is you basically understanding what it is about, right? So the Preferred I beg your pardon, the Complete Auto, I mean, just like it's name, covers all incidents arising from both the Basic and Preferred Auto plans. But that's not all, it also covers more incidents like providing for a replacement if the insured vehicle is stolen or d-damaged, you know, by natural disasters like flood and all that. So yeah, that's about the Complete Auto plan, and this goes for the two thousand dollars you mentioned earlier. Seems like you are a two thousand dollar insurance kind of lady, right? .", "well, maybe, but nah, I don't think I need the Complete package, I mean Plan, but hearing all these now, I think I would just go for the middle one, that's the the one that costs a thousand five hundred dollars, yeah.", "Oh perfect, that's the Preferred Auto you're talking about. Great, so you're enrolling now, right?", "Yeah, I am.", "Great, so I don't think you're an old customer, no?", "#Er no, this is actually my first time with your company.", "Oh okay, that's great. So first of all, welcome to Rivertown Insurance where it's a win-win for everyone.", "Yeah. thank you, thank you.", "Yeah, so now, I'm just going to get down your details, create an account for you, then I enroll you on the Preferred Auto plan. So ", "Okay.", "Yeah, so what's your full name?", "I'm Candy Vancouver, and I stay in Atlanta.", "#Er Candy, could you please slowly spell your last name, Vancouver, right?", "Yeah, okay. That's V-a-n-c-o-u-v-e-r, yeah.", "Okay, that's V-a-n-c-u-v-.", "No, you actually omitted the o. There's an o before the v, so it's c-o-u, not c-u.", "Yeah, okay okay, my bad. I'm sorry. Got it.", "Okay.", "Yeah, so can I have your phone number, please?", "Okay, my phone number is seven zero two.", "Yeah, keep going.", "Alright, that's seven zero two nine nine nine two eight five seven.", "Okay, great. So now I'll be asking you a security question right now, so the answer you give will always be used to verify your identity whenever you call or if you need to alter anything on your account with us. Do you understand that?", "Yeah, sure.", "Okay, so what's your favorite color?", "That's blue sorry please, red.", "Okay, so that's red?", "Yeah, red, not blue please. Thanks.", "Great. So can I have your date of birth?", "Okay, I was born on Wednesday, eighteenth February, eighty-six.", "Alright, eighty-six. #Uh your address please, and then the zipcode of your location.", "#Er two fifty-eight Shallow Drive, off Benjamin Road, that's at Phoenix, Arizona.", "The zip code, please?", "Yeah, eight five zero zero two.", "Okay, got it. And then, let's have your Social Security Number now.", "#Er you need that too?", "Yeah, we do. It's part of the identification process.", "Hm, I see. Okay it's five three nine zero four nine two three six.", "That's five three nine zero four nine two three six, is that correct?", "Yeah, you're right.", "Okay, so quickly I just need you to confirm the details I have down here. So you're Candy Vancouver and your phone number is seven zero two nine nine nine two eight five seven.", "Yeah, yeah, that's correct.", "Alright, and your security answer is red, your date of birth is eighteenth February, nineteen eighty-six, and yeah, you stay at two fifty-eight Shallow Drive, off Benjamin Road, Phoenix, Arizona, with the Zip Code eight five zero zero two, right?", "Yeah, yeah.", "Okay, and then your Social Security Number is five three nine hold on a second, I'm trying to.", "Zero four nine two three six.", "Yeah, thanks. Perfect! We are done with the account creation, so it's just to enroll you on the plan. So since I have verified your identity already, we just move on to you confirming your interest in enrolling in the plan, and then you give me your card details, and it's done. So I hold on a second please, I'm trying to confirm something here. Oh great, I already got what I so yeah, now I need you to confirm your enrolment on the plan.", "#Er I confirm. Is that what I should say?", "Yeah, yeah, that's fine. And please, confirm the date of enrolment as today, the twenty-ninth of August, twenty twenty-four.", "#Er I confirm that as well.", "Great, so you said you're going with the Preferred Auto Plan, right?", "Yeah, that's the one. Preferred Auto, yeah.", "Okay, nice. Now, could you please give me your card details? #Er please, I'll need you to slowly call the digits, so I can get them down at once, and that's the your credit card number first, that's the sixteen digits in the front part of the card, the expiration date, and the CVV, which is the three digits at the back of the card. I need you to call it slowly in that order please.", "Okay, so the card number is five three nine nine eight three five nine four two six two two nine two seven, and it's expiry date is zero three two five, while the CVV is two zero six.", "Alright, so your card number is five three nine nine eight three five nine four two six two two nine two seven and the expiration date is March, twenty twenty-five, while the CVV is two zero six, right?", "Yeah, you said the CVV is two zero oh yeah, that's correct. Yeah, it's correct.", "Okay, so the total amount of a thousand five hundred dollars has been deducted from your card ad you have been enrolled on the Preferred Auto plan. Thank you for choosing Rivertown Insurance. Is there anything else you would like me to do for you?", "#Er no, thanks.", "Alright, should you have any questions in the future, or you have anything you want us to help you with, please, do not hesitate to reach out to us. Was a pleasure speaking with you. Do have a nice day, missus Vancouver.", "Yeah, thank you. And you too.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_856_000", "insurance_856_001", "insurance_856_002", "insurance_856_003", "insurance_856_004", "insurance_856_005", "insurance_856_006", "insurance_856_007", "insurance_856_008", "insurance_856_009", "insurance_856_010", "insurance_856_011", "insurance_856_012", "insurance_856_013", "insurance_856_014", "insurance_856_015", "insurance_856_016", "insurance_856_017", "insurance_856_018", "insurance_856_019", "insurance_856_020", "insurance_856_021", "insurance_856_022", "insurance_856_023", "insurance_856_024", "insurance_856_025", "insurance_856_026", "insurance_856_027", "insurance_856_028", "insurance_856_029", "insurance_856_030", "insurance_856_031", "insurance_856_032", "insurance_856_033", "insurance_856_034", "insurance_856_035", "insurance_856_036", "insurance_856_037", "insurance_856_038", "insurance_856_039", "insurance_856_040", "insurance_856_041", "insurance_856_042", "insurance_856_043", "insurance_856_044", "insurance_856_045", "insurance_856_046", "insurance_856_047", "insurance_856_048", "insurance_856_049", "insurance_856_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 Amber. Thanks for calling OceanView Insurance customer service. How can I help you today?", "Hello. I need to report my change of address.", "Ok I can help you with that. Would you please provide me with your full name?", "My name is Philip Moore Junior.", "Thanks Philip. Can you please spell your first and last name for me?", "Oh sure. It's P H I L I P, Philip and then M O O R E for Moore. Then you know the letters J R for junior.", "Perfect. Thanks so much.", "sure.", "Ok now if you don't mind, please provide me with your policy number.", "Oh I don't have it.", "Not a problem. Let's see if we can look you up.", "ok cool thanks.", "Let's see. can you please tell me your date of birth.", "Ok my birthday is three twenty-nine two thousand.", "Great now please tell me the address associated with the account.", "It's five five four Canitoon Way in Phoenix Arizona four six five eight eight.", "Ok just to double check I have five five five Canitoon Way Phoenix Arizona four six five eight eight?", "Actually nope it is five five four not five five five. Two fives and a four.", "Oh! Ok fixed that. Thanks for clarifying! Sometimes it can be hard to hear on these lines.", "Ya I understand!", "Ok next I will need the social security number linked to this account.", "uh five six one two four three eight eight seven.", "Ok I got five six one... two four..three eight eight seven. Is that correct?", "Yes Ma'am!", "Last but not least I will ask you a security question linked to this account. What was the name of your childhood best friend?", "Ah ok I am going to go with Arthur.", "Ok thanks so much. I have your account up now. You are wanting to do a change of address, correct?", "Yes ma'am! I am moving tomorrow to Alaska. Quite the change from Arizona! .", "Oh my yes it is! I have always wanted to travel to Alaska. What an exciting move!", "Yeah I am really excited about it.", "What date would you like this address change to be set for? Right away or a future date?", "Uh I guess we can just do right away since the move is tomorrow and all.", "Sounds good. I will set it effective today. All future mailing will be sent to your new address. What will your new address be?", "Oh ok let me look here I know I know I have it right here in my under this pile of paperwork. One sec.", "Okay happy to wait while you look.", "Aha! I found it. Guess I will need to get it memorized huh? Ok it's four sixty two North Element Avenue Anchorage Alaska six five three two two.", "Great so I have four six two North Element Avenue Anchorage Alaska six five three two two. Is that right?", "Yes Ma'am!", "Okay great and that will be the address for you, Philip Moore Junior and also Marcy Moore?", "Yep. We will be going together .", "Wonderful. If you will just give me a moment while this goes through. The computers have been slow today.", "No problem.", "How has your day been going so far?", "eh pretty good. Just busy packing up last minute things.", "Yes, moving can be quite the job!", "Yeah can't wait to be done with it.", "Okay it looks like this is going through and you are all set.", "ok thanks.", "You're very welcome. Is there anything else I can do for you today mister Moore?", "Nope. That's it. Thanks.", "You have a wonderful day then. Goodbye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_857_000", "insurance_857_001", "insurance_857_002", "insurance_857_003", "insurance_857_004", "insurance_857_005", "insurance_857_006", "insurance_857_007", "insurance_857_008", "insurance_857_009", "insurance_857_010", "insurance_857_011", "insurance_857_012", "insurance_857_013", "insurance_857_014", "insurance_857_015", "insurance_857_016", "insurance_857_017", "insurance_857_018", "insurance_857_019", "insurance_857_020", "insurance_857_021", "insurance_857_022", "insurance_857_023", "insurance_857_024", "insurance_857_025", "insurance_857_026", "insurance_857_027", "insurance_857_028", "insurance_857_029", "insurance_857_030", "insurance_857_031", "insurance_857_032", "insurance_857_033", "insurance_857_034", "insurance_857_035", "insurance_857_036", "insurance_857_037", "insurance_857_038", "insurance_857_039", "insurance_857_040", "insurance_857_041", "insurance_857_042", "insurance_857_043", "insurance_857_044", "insurance_857_045", "insurance_857_046", "insurance_857_047", "insurance_857_048", "insurance_857_049", "insurance_857_050", "insurance_857_051", "insurance_857_052", "insurance_857_053", "insurance_857_054", "insurance_857_055", "insurance_857_056", "insurance_857_057", "insurance_857_058", "insurance_857_059", "insurance_857_060", "insurance_857_061", "insurance_857_062", "insurance_857_063", "insurance_857_064", "insurance_857_065", "insurance_857_066", "insurance_857_067", "insurance_857_068", "insurance_857_069", "insurance_857_070", "insurance_857_071", "insurance_857_072", "insurance_857_073", "insurance_857_074", "insurance_857_075", "insurance_857_076", "insurance_857_077", "insurance_857_078", "insurance_857_079", "insurance_857_080", "insurance_857_081" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "hello...how can I help you please..my name is Kate.", "hello Kate.", "how can I help you.", "I want to enroll in a plan.", "okay then should I take you down the offers we have or....", "never mind, am going with the condo offer.", "okay...will share the categories we have under it.", "okay then.", "condo basic for five hundred dollars, condo preferred for six hundred dollars.", "condo basic for five hundred dollars and preferred for six hundred dollars.", "the benefits are super cool.", "okay then let's hear it.", "condo basic comes with fifty percent benefits.", "condo preferred??", "it comes with seventy percent of benefits.", "wow..looking at the charges, there is no much difference.", "which one will you prefer sir??", "I want the condo preferred then...", "let's begin the registration..you last and first name please.", "my name is Richard Mills.", "M-I-L-L-S then the Richard.", "M-I-L-L-S, correct.", "the date of birth please.", "for my condo or myself...laughs.", "yourself sir...", "first of September nineteen eighty.", "first of September nineteen eighty.", "correct.", "now I ll need answers concerning your condo.", "no problem.", "the condo address please??", "one Lakeshore street, Atlanta.", "one Lakeshore street, Atlanta.", "yes that's correct.", "what is the property value sir?? what does it worth.", "i do understand your question..it worth one hundred thousand dollars.", "one hundred thousand dollars.", "yes, correct.", "your phone number sir.", "eight nine nine.", "eight nine nine.", "two five nine.", "two five nine.", "one five six nine.", "one five six nine.", "correct.", "what type of payment would you prefer??", "credit card please.", "can you please your credit card sixteen digits.", "one two four five.", "one two four five.", "seven nine five zero.", "seven nine five zero.", "six six five six.", "six six five six.", "eight nine five four.", "eight nine five four.", "correct.", "the expiration month and year.", "October, twenty twenty-five.", "October, twenty twenty-five.", "correct.", "credit card cvv.", "one four six.", "one four six.", "is there anything else ma'am.", "I will need your email pls.", "richardmills at yahoo dot com.", "richardmills at yahoo dot com.", "correct.", "the information has been imputed successfully.", "that's super cool.", "anything else you want me to do for you.", "yes...could you please help me make my first payment.", "okay then......on it....done.", "wow...so fast..I got debited already.", "am happy I can serve you well.", "how do I go about it next time please.", "go the website, click the make payment button and it automatically withdraw from your account.", "so easy and sounds simple.", "thanks for calling sir, pls do well to call again.", "thanks for coming through...bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_858_000", "insurance_858_001", "insurance_858_002", "insurance_858_003", "insurance_858_004", "insurance_858_005", "insurance_858_006", "insurance_858_007", "insurance_858_008", "insurance_858_009", "insurance_858_010", "insurance_858_011", "insurance_858_012", "insurance_858_013", "insurance_858_014", "insurance_858_015", "insurance_858_016", "insurance_858_017", "insurance_858_018", "insurance_858_019", "insurance_858_020", "insurance_858_021", "insurance_858_022", "insurance_858_023", "insurance_858_024", "insurance_858_025", "insurance_858_026", "insurance_858_027", "insurance_858_028", "insurance_858_029", "insurance_858_030", "insurance_858_031", "insurance_858_032", "insurance_858_033", "insurance_858_034", "insurance_858_035", "insurance_858_036", "insurance_858_037", "insurance_858_038", "insurance_858_039", "insurance_858_040", "insurance_858_041", "insurance_858_042", "insurance_858_043", "insurance_858_044", "insurance_858_045", "insurance_858_046", "insurance_858_047", "insurance_858_048", "insurance_858_049", "insurance_858_050", "insurance_858_051", "insurance_858_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, thanks for calling Smart Insurance customer service. How can I help you?", "Hi I would love to change the address on my insurance plan. I guess I have to make a call to change my address?", "Sure thing, i can help you with that...may I have your First name and Last name sir?", "My name is John Kole.", "Thank you sir, John Kole.... just to confirm, is Kole spelled K.O.L.E?", "No, it is C.O.L.E.", "Gotcha, Cole. Okay to change your address, I need to have your customer number. You can find this number on your account page in our website.", "okay, give me a moment, let me look for it.", "Sure, please take your time.", "Customer number, hm. Is it the eight digit number below my profile picture?", "Yes, exactly, could you read that number to me?", "Yeah, one two.", "one two.", "three four.", "three four.", "five six.", "five six.", "seven eight.", "seven eight.", "yeah, that's it.", "okay, one, two, three, four, five, six, seven, eight, is that correct?", "yes, that's right.", "Perfect, now may I have your old address and zip code please?", "Yes, it is Two Forty Allen Avenue, San Diego, California, with zip code nine five oh oh oh.", "Two Forty Allen Avenue, San Diego, California, with zip code nine five oh oh oh, gotcha. Next we need your new address.", "new address Two Thirty Brooklyn Avenue, San Diego California, zip code five eight oh oh oh.", "Two Thirty Brooklyn Avenue, San Diego California, zip code five eight oh oh oh. Next we need your birth date.", "sorry? what birthday? I am not having birthday today.", ", it is the date of birth sir. we need that information to verify your identity.", "oh okay. sorry I thought you were asking me to celebrate my birthday.", "not at all sir.", "my date of birth is September eight, nineteen sixty five.", "September eight, nineteen sixty five. Gotcha, just a moment please.", "mhn.", "alright before I proceed to change your address, may I know the reason you are changing your address?", "I just moved to my new apartment.", "wow, congratulations on your new apartment.", "thank you, can we just go ahead and change the address?", "now just give me some few minutes. okay, so after the change, your new address will be Two Thirty Brooklyn Avenue, San Diego, California with zip code five eight oh oh oh. Do you confirm this address?", "Yes I confirm to change my address.", "Alright, please hang on sir, I will proceed to change your address on the system.", "Yes sure.", "okay done. Your new address is Two Thirty Brooklyn Avenue, San Diego, California with zip code Five eight oh oh oh.", "Thank you, is there any other way to change my address without calling a helpline?", "Yes, you can change your address on our website by clicking your profile to edit your address.", "ok, thanks.", "Okay. is there anything else I can help you with?", "Thanks! I think that's it? Thanks for your help!", "Thank you so much sir, one last thing. After this call ends there will be a request for rating my service. please press a number from one to give to rate your satisfaction.", "okay, I'll do that.", "Thank you so much sir, have a nice day!", "Thanks, you too! Bye!", "Bye bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_859_000", "insurance_859_001", "insurance_859_002", "insurance_859_003", "insurance_859_004", "insurance_859_005", "insurance_859_006", "insurance_859_007", "insurance_859_008", "insurance_859_009", "insurance_859_010", "insurance_859_011", "insurance_859_012", "insurance_859_013", "insurance_859_014", "insurance_859_015", "insurance_859_016", "insurance_859_017", "insurance_859_018", "insurance_859_019", "insurance_859_020", "insurance_859_021", "insurance_859_022", "insurance_859_023", "insurance_859_024", "insurance_859_025", "insurance_859_026", "insurance_859_027", "insurance_859_028", "insurance_859_029", "insurance_859_030", "insurance_859_031", "insurance_859_032", "insurance_859_033", "insurance_859_034", "insurance_859_035", "insurance_859_036", "insurance_859_037", "insurance_859_038", "insurance_859_039", "insurance_859_040", "insurance_859_041", "insurance_859_042", "insurance_859_043", "insurance_859_044", "insurance_859_045", "insurance_859_046", "insurance_859_047", "insurance_859_048", "insurance_859_049", "insurance_859_050", "insurance_859_051", "insurance_859_052", "insurance_859_053", "insurance_859_054", "insurance_859_055", "insurance_859_056", "insurance_859_057", "insurance_859_058", "insurance_859_059", "insurance_859_060", "insurance_859_061", "insurance_859_062", "insurance_859_063", "insurance_859_064", "insurance_859_065", "insurance_859_066", "insurance_859_067", "insurance_859_068", "insurance_859_069", "insurance_859_070", "insurance_859_071", "insurance_859_072", "insurance_859_073", "insurance_859_074", "insurance_859_075", "insurance_859_076", "insurance_859_077", "insurance_859_078", "insurance_859_079", "insurance_859_080", "insurance_859_081", "insurance_859_082", "insurance_859_083", "insurance_859_084", "insurance_859_085", "insurance_859_086", "insurance_859_087", "insurance_859_088", "insurance_859_089", "insurance_859_090", "insurance_859_091", "insurance_859_092" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Hello, thank you for calling, my name is Kim, How may i help you today?", "Kim as in Korean?", "Amenrican Korean.", "Wow, how are you?", "I am fine, how are you too?", "I'm good, can be better tho.", "does it depend on our service?", "of course.", "What can we do to get you back on track?", "First i need to check my account balance then get clarity on how to report an automobile accident.", "Okay, kindly provide me your full name, date of birth and customer number.", "The name is Simon Bella.", "Simon Bella, Date of birth please?", "eitght eight nineteenninetyt.", "Your customer number ma?", "Three five two four seven eight nine zero.", "Three five two four seven eight nine zero, yeah?", "Correct.", "Kindly hold while i complete your request.", "Alirught, it's fine.", "Are you there ma?", "I'm with you, go on?", "Okay you have Nine thousand and five.", "Alright, so how do i report an automobile accident?", "Do you want to make the report now?", "Is it something i can do now or requires a procedure?", "That depends on what and who is involved ma.", "The vehicle is mine but was destroyed by my step son.", "Is your step son injured?", "Yes, pretty bad.", "would you like to cover his treatment with your plan?", "He's covered by my husband.", "I see.", "So how do i make the report?", "Oh yes, I'll need your policy number first.", "Let me get my bag.", "Alright.", "Please hold on for me.", "No problems.", "Okay I have it.", "I'm with you.", "Three five six.", "Three five six.", "Two eight four.", "Two eight four?", "Nine seven.", "Got that i can see here that you are enrolled for an Auto plan.", "That's correct.", "Kindly take me through how the accident happened.", "It happened at exactly one thirty noon today while he was on an errand to the mall just around the neighborhood.", "Okay.", "He was cautious of the careless pedestrian and tried to avoid him.", "I'm with you ma'am.", "Tr-Trying to take control of the situation, he ran himself into a tree.", "Alright ma'am, please hold on.", "Okay.", "Okay ma, do you have the driver's license number?", "I can easily get that.", "Alright.", "Eight five three four four two one zero.", "Eight five three four four two one zero, kindly confirm.", "That's correct.", "The Make and model of the vehicle ma?", "It's a toyota camry.", "Model?", "Q two two.", "Q tw-wo two, Good?", "Yeah.", "You said the issue happened today?", "Yes.", "What were the damages?", "Asides the injury to my step son?", "You said your husband will cover that, innit?", "Yes, so you mean the damages to the car?", "Yes ma'am.", "The bonnet was on fire so I'd say it's gone already with the dashboard.", "Okay.", "I think the airbags are damaged too because they didn't pop up.", "Alright, anything else?", "Thats all.", "Okay, would you like to make a claim?", "Not yet, I want to be sure i am not missing anything out.", "That's not a problem you can get an update using your unique book number S N three five four two two to refer back to this filing.", "Got that.", "Is there anything else you would like me to do for you?", "I don't think so.", "Alright, I have logged your complaint, be rest assured that every necessary actions will be carried out regarding it.", "That's great, Thank you so much.", "Please do well to give me a rating at the end of this call according to your satisfaction.", "Sure will.", "Thank you for calling and do have a wonderful day.", "You too.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance", "ReportAutomobileAccident" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_860_000", "insurance_860_001", "insurance_860_002", "insurance_860_003", "insurance_860_004", "insurance_860_005", "insurance_860_006", "insurance_860_007", "insurance_860_008", "insurance_860_009", "insurance_860_010", "insurance_860_011", "insurance_860_012", "insurance_860_013", "insurance_860_014", "insurance_860_015", "insurance_860_016", "insurance_860_017", "insurance_860_018", "insurance_860_019", "insurance_860_020", "insurance_860_021", "insurance_860_022", "insurance_860_023", "insurance_860_024", "insurance_860_025", "insurance_860_026", "insurance_860_027", "insurance_860_028", "insurance_860_029", "insurance_860_030", "insurance_860_031", "insurance_860_032", "insurance_860_033", "insurance_860_034", "insurance_860_035", "insurance_860_036", "insurance_860_037", "insurance_860_038", "insurance_860_039", "insurance_860_040", "insurance_860_041", "insurance_860_042", "insurance_860_043", "insurance_860_044", "insurance_860_045", "insurance_860_046", "insurance_860_047", "insurance_860_048", "insurance_860_049", "insurance_860_050", "insurance_860_051", "insurance_860_052", "insurance_860_053", "insurance_860_054", "insurance_860_055", "insurance_860_056", "insurance_860_057", "insurance_860_058", "insurance_860_059", "insurance_860_060", "insurance_860_061", "insurance_860_062", "insurance_860_063", "insurance_860_064", "insurance_860_065", "insurance_860_066", "insurance_860_067", "insurance_860_068", "insurance_860_069", "insurance_860_070", "insurance_860_071", "insurance_860_072", "insurance_860_073", "insurance_860_074", "insurance_860_075", "insurance_860_076", "insurance_860_077", "insurance_860_078", "insurance_860_079", "insurance_860_080", "insurance_860_081", "insurance_860_082", "insurance_860_083", "insurance_860_084", "insurance_860_085", "insurance_860_086", "insurance_860_087", "insurance_860_088", "insurance_860_089", "insurance_860_090", "insurance_860_091", "insurance_860_092", "insurance_860_093", "insurance_860_094", "insurance_860_095", "insurance_860_096", "insurance_860_097", "insurance_860_098", "insurance_860_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": [ "Coastside Insurance. This is Mike. How are you, and how may I be of help this morning?", "Hello. I'm Myke. Well r I'm a little under the weather this morning. My wife wouldn't even know because she wouldn't even ask.", "Oh, so sorry Mike.", "Thanks. But wait a second, did you say you're Myke as well, as in M-y-k-e?", "Oh no, mine is Mike with an i instead of a y. But Myke is Mike, right? .", "Yeah right #Uh yeah, so actually, r there is this neighbor few blocks away from mine who got hit recently and replacing the items that were carted away and damaged during the hit would cost and arm and a leg literally . So it sort of opened my eyes to the need to insure myself against such an incident.", "If I get you correctly, by hit, you mean your neighbor's house was burgled or robbed?", "Does that even really matter? All I know is his items were carted away by some hoodlum or thief, I guess, and his house was damaged in the process.", "Yeah so basically, in insurance, it matters to understand the nature of any incident, so we know how to r anyway, that may not even really matter in this case as you are our priority at the moment and r So, basically.", "But you understand what I mean?", "Yeah, yeah, definitely, I get you Mike. I was just going to say that you need a Home Insurance. But let me quickly.", "Yeah, that's exactly what I thought. So that costs how much?", "#Um so basically, we have different packages under the Home Insurance which all come with different costs and coverage limits. There's the Basic Home package which goes for a thousand and two hundred dollars a year. We also have the Home Preferred which goes for a thousand and six hundred dollars a year, most of our clients go for this package actually, and we have.", "Okay, great! I'll go for the Basic Preferred package then. You said it cost how much?", "#Um, you probably heard me wrong. The Basic Home is different from the Home Preferred, which I just told you most of our clients go for. By the way, I was going to introduce the last package to you as well, the Home Complete, and it costs two thousand dollars a year.", "Oh okay?", "Yeah, may I please confirm if you understand all I've said so far?", "Yeah, yeah, I do. But I just thought you were going to tell me the benefits of each package, so I'll be sure of which one to pick.", "Definitely! So Let me begin with the Basic Home package. The Basic Home basically covers losses caused by theft and vandalism, and like I said earlier, it goes for a thousand and two hundred dollars.", "Okay?", "Yeah, the Home Preferred which is the most popular plan among our clients covers beyond losses caused by theft and vandalism. It also includes any loss caused by fire or flood, and it covers third party injuries, like that of a guest who got injured while in your home.", "So, like, are you saying if I have a guest over and he or she gets injured in my house, this package covers the hospital bills?", "Exactly! Exactly, Mike. And it goes for just a thousand and six hundred dollars a year.", "#Uh this sounds.", "Y-yeah, but since you're interested in the third party coverage, then I guess the Home Complete might interest you even better.", "Oh, really? Tell me about that then.", "Great! So the Home Complete covers all kinds of losses the Basic Home and Home Preferred packages would cover, and more actually. Basically, it extends the coverage of third party injuries beyond just your guest, to even strangers who get injured on your property and win a lawsuit against you for compensation. There is more. This package also grants you access to an allowance to cover your additional living expenses. You can keep getting this allowance for as long as twenty-four months, but r this is only available to you if your house is seriously damaged to the point that you have to move out till repairs are carried out. Do you understand all I've just said?", "Yeah, sure. I do. I for one do not like to wrap my head around sudden injuries, particularly from third parties, so I think I will go for the Complete Home Home Complete package, rather, yeah.", "Great Yeah, so ", "#Err just to be sure, the Complete Home, sorry I made that mistake again, the Home Complete package, how much does it cost again?", "You got it now. The package costs two thousand dollars a year.", "Alright, that's fine. But I want to ask, what if I want to pull out of the plan at any time, what must I do, or what are the conditions?", "All you need to do is just call us to inform us of your decision, and we will discontinue from further billing you.", "#Err so when you say from further billing you, it means once I subscribe, I'll be subjected to recurrent payments?", "#Um yeah, Mike. We bill our clients automatically to make it easier to make their premium payments when due, so they do not have to through the stress of entering their card details each time they want to make a payment. But of course, like you just asked, whenever any clients wants to pull out of any plan, we discontinue the automatic billing procudure.", "Yeah yeah, just one more thing, if for instance I have someone who is interested in opening an account with you, does he have to call you, I mean the r helpline, or are there other ways of doing that like an app or something?", "Yeah, we do. He or she may not need to call us. We actually have a portal on our website where you could actually do all these by yourself, but our helplines are open as well to make it a seamless process.", "Oh okay, that's great, because I have this friend who may subscribe to one of your plans soon, but he likes to do things on his own, so, yeah, I'll tell him you have a self-help portal.", "Okay, great. We have made it easy for everyone and anyone to create an account and do almost anything by themselves through our website. Is that all, or you've got more clarifications to make?", "Yeah, that's it. So what do I need to get started?", "Okay, so since you're a new customer, I'll need to create an account for you, then I enroll you in your preferred plan, and I'll be needing some details from you to verify your identity like your full name, phone number, an answer to a security question to help further secure your account. Also, I'll need your date of birth, your address, zip code, and very important, your social security number.", "#Hm okay. So my name is Mike Colby, Mike my first name, Colby, the last.", "Right. Colby, as in C-o-a-l-b-i-e, right?", "No, no no. Colby, as in C-o-l-b-y.", "Okay, got that. So can you call out your phone number for me, please?", "#Um that's r don't know why I keep forgetting these digits. I mean, my daughter has laughed at me severally for always forgetting my digits, but I guess that's because I have a lot on my mind. Wait, hold on a second. Okay, I got it, and that's four eight zero two zero one eight two eight five.", "Did you say two eight nine?", "No, two eight five.", "Okay, so your phone number is four eight zero two zero one eight two eight five, correct?", "Yeah.", "Perfect! So for your security question, what's your favorite color?", "Blue.", "Okay, so Blue will be your passcode answer whenever we want to verify your identity, so you may want to note it down somewhere.", "#Uh let me just quickly do that now before I forget.", "Sure, sure, take your time, please.", "Alright, I'm done. Thanks.", "Great. So now may I have your date of birth, please?", "That's twenty-ninth March, nineteen seventy-nine.", "Great! Now I'll need you to call out your address for me.", "I stay at six seven nine four B Monroe Avenue, Golden Valley, Arizona.", "Six seven nine four B, that is?", "Yeah.", "Okay, which city exactly, and what's your zip code?", "Phoenix, Arizona. And the zip code is eight five two two two?", "Okay, r finally, could you please call out your SSN for me, please?", "Uh-huh! Will that be necessary?", "Yes Sir, it's part of the vitals to verify your identity.", "#Hm okay eight five two.", "eight five two.", "nine five.", "nine five.", "three two nine zero.", "three two nine zero.", "Yeah, that's it.", "Alright, so you said you're going with the Home Preferred package which costs two thousand dollars a year?", "Yeah.", "Great. So I'll need your card details to initiate your payment. That will be your card number, the expiration date, and the CVV, in that order. #Err I'll need you to call it slowly, so I can get it correctly.", "#Hm Could you please hold on a second, let me get my card.", "Alright, no problem.", "Gotten it. So the card number, five three nine nine eight three two two.", "Hold on. Five three nine nine eight three two two?", "Yeah. Four one six six four nine two eight.", "Did you say four nine two eight?", "Yeah.", "Okay, great. Now, the r expiration date and the CVV.", "It'll expire by March twenty twenty-three. The CVV is the three numbers at the back, right?", "Yes, exactly. But wait, so what you can see at the expiration date is zero three two three?", "Yeah, can I call the CVV now?", "Sure.", "Nine seven zero.", "Alright. So I just need you to confirm your enrolment and date of enrolment as today, seventh August twenty twenty-one.", "I confirm.", "Alright, just a second, and done! Welcome to Coastside Insurance, mister Myke. You have been enrolled on the Home Preferred plan. Please feel free to ask if you have any questions.", "#Uh Thank you. I guess that's all.", "Alright then. If you have any questions in the future or you need help, we are always here to help. Feel free to call us.", "I will.", "Alright then. Do have a great day Sir.", "You too.", "Bye.", "Bye bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_861_000", "insurance_861_001", "insurance_861_002", "insurance_861_003", "insurance_861_004", "insurance_861_005", "insurance_861_006", "insurance_861_007", "insurance_861_008", "insurance_861_009", "insurance_861_010", "insurance_861_011", "insurance_861_012", "insurance_861_013", "insurance_861_014", "insurance_861_015", "insurance_861_016", "insurance_861_017", "insurance_861_018", "insurance_861_019", "insurance_861_020", "insurance_861_021", "insurance_861_022", "insurance_861_023", "insurance_861_024", "insurance_861_025", "insurance_861_026", "insurance_861_027", "insurance_861_028", "insurance_861_029", "insurance_861_030", "insurance_861_031", "insurance_861_032", "insurance_861_033", "insurance_861_034", "insurance_861_035", "insurance_861_036", "insurance_861_037", "insurance_861_038", "insurance_861_039", "insurance_861_040", "insurance_861_041", "insurance_861_042", "insurance_861_043", "insurance_861_044", "insurance_861_045", "insurance_861_046", "insurance_861_047", "insurance_861_048", "insurance_861_049", "insurance_861_050", "insurance_861_051", "insurance_861_052", "insurance_861_053", "insurance_861_054", "insurance_861_055", "insurance_861_056", "insurance_861_057", "insurance_861_058", "insurance_861_059", "insurance_861_060", "insurance_861_061", "insurance_861_062", "insurance_861_063", "insurance_861_064", "insurance_861_065", "insurance_861_066", "insurance_861_067", "insurance_861_068", "insurance_861_069", "insurance_861_070", "insurance_861_071", "insurance_861_072", "insurance_861_073", "insurance_861_074", "insurance_861_075", "insurance_861_076", "insurance_861_077", "insurance_861_078", "insurance_861_079", "insurance_861_080", "insurance_861_081", "insurance_861_082", "insurance_861_083", "insurance_861_084", "insurance_861_085" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good morning, my name is Robin, thank you for calling, how may I help you?", "hi my name is Jeremy.", "Okay Jeremy, how may I help you?", "I was discussing with a friend and she told me about how she was able to add a relative of hers to her plan, are you with me?", "yes.", "I would like to know if I can do the same on my plan.", "Sure you can. You'll have to add the dependent or dependents depending of the number of persons you want to add.", "you mean I can add more than one person.", "Of course you can.", "interesting. I like this already.", "Before I can add the dependents, you will have to provide some information so I can verify your identity.", "That can't be a problem.", "Alright Jeremy, I'll need your first name, last name and your date of birth.", "first name is Jeremy.", "J E R E M Y.", "Last name is Barrack.", "B A R R A C K?", "Yes.", "Okay, please proceed.", "My date of birth is two one, zero eight, one nine nine zero.", "Next is your customer number.", "Customer number is what?", "It's the eight digit number on your insurance card.", "Oh, I need my insurance card?", "Yes you do.", "Please hold on while I go get it.", "Okay Jeremy.", "I have it with me now. You said the eight digit num-ber on my card?", "Yes.", "Thats six two one one.", "Six two one one.", "Seven eight zero zero five.", "Seven eight zero zero five? Thats a nine digit number, I think there's a mistake somewhere. Could you call the numbers again?", "Okay, six two one one.", "Six two one one.", "Seven eight zero five.", "Seven eight zero five?", "Yes.", "Please hold on while I verify your identity. Your identity has been verified.", "Oh, okay.", "Next is your policy number. It's a ten digit number.", "One zero seven eight.", "One zero seven eight.", "Three nine nine four.", "Three nine nine four.", "One four.", "One four?", "Yes, that's it.", "Jeremy, it shows here that you enrolled for a whole life insurance plan, is that correct?", "Yes, Thats correct.", "Alright Jeremy, to add a dependent, I'll need some information about them.", "#Okay, but it's two dependents I want to add.", "Thats not a problem.", "Could you tell me the first dependent's relationship with you?", "She's my wife.", "Okay, thats your spouse.", "What's her first name, last name and date of birth.", "Her first name is Susan.", "S.u.s.a.n.", "Last name is Barrack.", "B.a.r.r.a.c.k.", "Her date of birth is zero seven, zero three one nine nine three.", "What's Susan's health issues?", "She has cancer.", "so sorry about that.", "Yeah, thanks.", "Could you go ahead and provide same details for the second dependents.", "her relationship with me is parent.", "What's their first name, last name and date of birth.", "Her first name is Lucia.", "L.u.c.i.a.", "Her last name Barrack.", "B.a.r.r.a.c.k.", "Her date of birth is zero one, zero eight, one nine six seven.", "Okay, what is Lucia's health issue?", "She is healthy and doesn't have any history of illness.", "Okay, please hold on while I add your dependents.", "When will it become effected?", "Immediately they are added.", "Okay, you can proceed with it.", "Susan and Lucia have been added as your dependents successfully.", "thats it?", "Yes Jeremy. Is there anything else I can do for you?", "No, that's all.", "Thank you Jeeremy for choosing our insurance company.Do have a great day. Bye.", "You're welcome. Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_862_000", "insurance_862_001", "insurance_862_002", "insurance_862_003", "insurance_862_004", "insurance_862_005", "insurance_862_006", "insurance_862_007", "insurance_862_008", "insurance_862_009", "insurance_862_010", "insurance_862_011", "insurance_862_012", "insurance_862_013", "insurance_862_014", "insurance_862_015", "insurance_862_016", "insurance_862_017", "insurance_862_018", "insurance_862_019", "insurance_862_020", "insurance_862_021", "insurance_862_022", "insurance_862_023", "insurance_862_024", "insurance_862_025", "insurance_862_026", "insurance_862_027", "insurance_862_028", "insurance_862_029", "insurance_862_030", "insurance_862_031", "insurance_862_032", "insurance_862_033", "insurance_862_034", "insurance_862_035", "insurance_862_036", "insurance_862_037", "insurance_862_038", "insurance_862_039", "insurance_862_040", "insurance_862_041", "insurance_862_042", "insurance_862_043", "insurance_862_044", "insurance_862_045", "insurance_862_046", "insurance_862_047", "insurance_862_048", "insurance_862_049", "insurance_862_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 my name's Kim, Thank you for calling, how may I help you?", "Oh Kim, beautiful morning, how was your night?", "My night was fine thank you ma, what-.", "Trust you are good also.", "Yes ma'am, What can i do for you today ma?", "My name's Mary Thomas, divorced.", "Okayyyy..", "So i already enrolled my son in one of your insurance packages, are you following?", "go on ma, I'm with you ma.", "Just recently, i got to find out that his dad already had him covered.", "Oh, okayyyy.", "So i think i should exempt him from my own insurance plans because i would need every penny i can save.", "Okay ma'am, if i get you right, you want to remove your son as a dependent on your account?", "Exactly.", "Okay ma, I'll need you to provide me some information to help you get on with your request.", "please go ahead.", "I presume Mary Thomas is your registered name with us.", "Yes, Mary Thomas.", "Please help me with your date of birth and customer number ma.", "Date of birth is zero five January one nine eight two.", "Got that.", "Customer number is Five three three three-.", "F-five, th-rreee, th-ree, three, okay?", "yeah, eight four nine five.", "eight four nine five so it's five three three three eight four nine five, correct?", "yes thats it.", "Kindly hold on while i run it through the system ma'am.", "No issues.", "Okay Ma'am, please provide me with your insurance policy number.", "I don't think i understand that.", "It's a ten digit long number you get after enrolling in a plan.", "Oops, let me run through my mails for it.", "Alright.", "i have zero five three four nine seven six two two eight.", "zero five three four nine seven six two two eight, correct?", "yes.", "Got it, okay, you and your son are under the Term life insurance plan, right?", "Yes.", "Dependent's name is Kent Thomas?", "Yes Kent Thomas.", "Okay ma'am, do you want me to proceed with your request of removing your son from your dependent list?", "yes please.", "Okay dependent has been removed.", "Thanks Kim.", "The next insurance charge would be for just you at three hundred dollars for a year and next payment date is zero two October two zero two one.", "This coming October, yeah?", "Yes ma'am.", "That would not be a problem.", "Alright ma'am, is there any other thing i can do for you?", "You have done enough already, thanks.", "Okay ma'am, thank you for calling and have a lovely day ahead." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [ "RemoveDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_863_000", "insurance_863_001", "insurance_863_002", "insurance_863_003", "insurance_863_004", "insurance_863_005", "insurance_863_006", "insurance_863_007", "insurance_863_008", "insurance_863_009", "insurance_863_010", "insurance_863_011", "insurance_863_012", "insurance_863_013", "insurance_863_014", "insurance_863_015", "insurance_863_016", "insurance_863_017", "insurance_863_018", "insurance_863_019", "insurance_863_020", "insurance_863_021", "insurance_863_022", "insurance_863_023", "insurance_863_024", "insurance_863_025", "insurance_863_026", "insurance_863_027", "insurance_863_028", "insurance_863_029", "insurance_863_030", "insurance_863_031", "insurance_863_032", "insurance_863_033", "insurance_863_034", "insurance_863_035", "insurance_863_036", "insurance_863_037", "insurance_863_038", "insurance_863_039", "insurance_863_040", "insurance_863_041", "insurance_863_042", "insurance_863_043", "insurance_863_044", "insurance_863_045", "insurance_863_046", "insurance_863_047", "insurance_863_048", "insurance_863_049", "insurance_863_050", "insurance_863_051", "insurance_863_052", "insurance_863_053", "insurance_863_054", "insurance_863_055", "insurance_863_056", "insurance_863_057", "insurance_863_058", "insurance_863_059", "insurance_863_060", "insurance_863_061", "insurance_863_062", "insurance_863_063", "insurance_863_064", "insurance_863_065", "insurance_863_066", "insurance_863_067", "insurance_863_068", "insurance_863_069", "insurance_863_070", "insurance_863_071", "insurance_863_072", "insurance_863_073", "insurance_863_074", "insurance_863_075", "insurance_863_076", "insurance_863_077", "insurance_863_078", "insurance_863_079", "insurance_863_080", "insurance_863_081", "insurance_863_082", "insurance_863_083", "insurance_863_084", "insurance_863_085", "insurance_863_086", "insurance_863_087", "insurance_863_088", "insurance_863_089", "insurance_863_090", "insurance_863_091", "insurance_863_092", "insurance_863_093", "insurance_863_094", "insurance_863_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": [ "Rivertown Insurance, Mark speaking, how can I help you today?", "#Um, hey hold on one sec-.", "Sure.", "Okay, I'm here, okay, I need to know abou- about, how much do y'all cost for my car insurance?", "Okay sure, I can help wit-.", "I drive a Toyota.", "Sir, one-.", "A Toyota Forerunner, I think it's an two thousand three. It's bla-.", "Sir, I'll need some of your information first.", "It's black, four-, oh yeah what do you need?", "I'll need-.", "Did you get that? My car?", "Yes, well no, sir have you gotten insurance with us before?", "No, I heard y'all got good deals from-, yea. It's true?", "Oh, uh-huh yea. I hear the same thing. .", ".", "Can I get your name?", "Oh, yep, My name's Joseph Reed.", "Reed?", "Yep, Reed. R- E- E- D-.", "Uh-huh. Where you from, Joseph?", "Well I grew up-, well I'm from Star City, Arkansas.", "Uh-huh. And is that where m live now?", "No, we m moved something like twenty years ago.", "Okay, and-.", "Yea we live closer to the city now. Pine Bluff.", "Pine Bluff, Arkansas?", "Yep.", "Okay and you said drive and Toy-.", "Toyota.", "Yep, Toyota.", "Forerunner. A Toyotoa Forerunner. It's black.", "Okay, and the year?", "Two Thous- Thousand and and one sec-.", "Sure.", "Hey! What year-, Two Thousand and Nine.", "Okay. And how many miles does it have?", "I don't know.", "Well, are you able to, to- check?", "Okay, okay can you- can you hold on for a bit? I'll be.", "Sure.", "It's got hold on. I wrote it It's got Eighty-three thousand nine hund- nine hundred. Got that?", "Yep Eighty-three thousand nine hundred right?", "Yep.", "Thanks. Now this car's for you? As in- As in you'll be the one driving?", "Yes, well my wife, but yep me too.", "Oh yep, okay what's your wife's name?", "My wife?", "Yes sir.", "She's Sarah Reed.", "S-, A-, R-, A-, H-?", "Uh-huh.", "Great, well we've got a few different options for coverage. Do you know what you want?", "What you got?", "Well sir, we've a base package of fifty, one hundred, fifty.", "What's those numbers mean?", "Well fifty thousand dollars of per-person injury liability, hundred thousand of per accident, and fifty thousand of property damage.", "Is that enough for me?", "Well, I think I'd recommend that liability coverage because you got an older model, but-.", "Uh huh.", "But, I think anyone should have comprehensive and collision, it increases the price a bit, but I wouldn't go without it.", "Uh huh.", "It just-, I just think, well it covers damages to your car-.", "Okay and how much?", "Well give me-, for your sir- hold on.", "Uh huh.", "For liability insurance of fifty, one hundred, fifty, you're looking at eight hundred annually.", "What?", "Eight hundred.", "Goodness, okay and with- with comprehensive and collision?", "Give me-, that's - well with an upfront payment it can be one thousand a year.", "What's it per month?", "Well if you go the monthly payment route, you're looking at one hundred dollars per month.", "I guess that- that's not all that bad.", "You pay upfront and save two hundred dollars.", "I got you.", "Hey Joseph, can I ask what made you call Rivertown?", "#Ah what's tha- yeah a friend.", "Oh okay awesome, well I'll go ahead and make an account for you, and we'll get you- get you signed-.", "Wait no, what- no-. Hold on, I'm not ready to buy it yet-.", "Oh sure, yep sure. Can I have your phone number and email then to send you the quote?", "Oh, yeah my email is J, R, E, E, D, eighteen ninety-six at G-, mail dot come.", "J, R, E, E, D, one eight nine six at G-, mail dot com?", "Yep.", "And your phone number?", "Yep it's eight seven zero, nine nine five, forty two, twenty two.", "Let me repeat that.", "Sure.", "Eight seven zero, nine nine five.", "Uh huh.", "four two, two two.", "Yep, forty two, twenty two.", "Alright. Well is there anything else I can help you with today mister Reed?", "#Uh No, just- I think we're good.", "Alright well have a great day mister Reed.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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One min-.", "Alright-.", "Yea so, well Hi, who's this again?", "I'm Jack with Rivertown Insurance, I see you want to file a claim?", "Yea so, the Hurricane that just passed through, Hurricane Dennis.", "Uh-huh.", "Well it really got my roof. I'm I'm missing a lot of shingles.", "I'm sorry to hear th-.", "Can you help me?", "We'll do our bes-.", "It's really not good, my roof, my fence. Yea it was bad.", "I'm so sorry, can I get your name and account number?", "Hubert Sanchez, let me see if I can find my-, I can give you my address?", "Well, if you don't mind, your account number should be - if you've got a bill from us, or an email-.", "Oh let me look, I think I saw some- I think we got it in our files. We didn't flood thank God.", "Some good news at least.", "Got it. The let's see- The account number is- Ready?", "Yes sir.", "Eight three Eight, two one, nine four five.", "Thank you, mister Hubert Sanchez. Can you give me your date of birth starting with the month?", "Sure it's January tenth nineteen eighty nine.", "Thank you sir. okay, so tell me what- Man it looks like you were right in the middle of the storm. So sorry to hear it.", "Yea man, so the Hurricane hit last week, right? I meant to call earlier but but you know how these things go.", "Yes sir, no problem.", "Good yea, well we didn't get hit as bad as some of them. Like my cousin, they had like seven inches of water, couldn't stop it.", "That's awful.", "Yea man, I know, anyways like I said our roof got damaged. Fence down. The wind was rough.", "Okay, okay. Tell me more about your roof. How many shingles? Any leaking?", "It's like the whole backside of my house. well like some of the front, a lot of the back. I didn't see no leaking, but I don't, that don't mean there isn't. You know?", "Of course- so some shingles are missing.", "A lot of shingles.", "A lot of shingles are missing, no leaking as far-.", "I mean as far as I know.", "#mhm Okay. Have you called any roofers about it yet?", "Well my brother is he's in construction and he just you know said it was like bad. Like real bad.", "Okay, I guess he didn't- I'm sure he didn't give you a quote or anything?", "I mean like, he said it'd probably be ten grand to fix.", "Oh okay, so the roof, alright. And you've got a few fence boards down?", "No, the whole thing.", "The whole fence?", "Yea like the whole thing.", "Your fence covers your whole backyard?", "oh yea, it wraps-, okay well it's like the whole back wall of the fence. Like the one that's far from the house- You know what I mean?", "Sure yep. Okay so missing lots of shingles, fence down. Anything anything else?", "Yea, well my wife's pissed she lost her new gardenia's but I'm not between me and you, I don't think it counts.", "Any other plants?", "I mean the fig tree lost some branches and- no nothing else.", "Okay, any other damage that you've seen so far?", "Not that I- I mean the wind was bad. I'm sure some- well nothing else I've seen. I can have someone come-.", "No, no, no we'll have someone come out who can take a look.", "Okay.", "Just wanted to be able to point him in the- you know- in the right direction.", "Right.", "Alright so just to verify. You're mister Hubert Sanchez and your address on file is fifteen fourty two Robert Wrigley Drive, Tampa, Florida? Is that still where you live?", "Yes sir. That's right.", "Okay. Well I'm filing a claim on your behalf, mister Sanchez. This is what's next-.", "Okay.", "I'll- well I have your claim number. We'll email it to you, but if you want- well the email we have on file is hsanchez at gmail dot com. Is that right?", "Yep that's right.", "Okay we'll email it to you, but do you want to write it down in case you need to call us back? It'd make things quicker.", "Sure. Let me- Okay go I'm ready.", "Ready?", "Yep.", "Two Zero Two One.", "Okay.", "Dash One Zero.", "Uh-huh.", "Dash Zero Zero Fifteen.", "Two Zero Two One Dash One Zero Dash Zero Zero Fifteen?", "Yes sir. So hold- hang on to that. Once your claim- Once I submit it it'll be sent to an adjustor.", "An adjustor?", "Yep an adjustor. They'll come take a look at your house and fence, and your wife's gardenia's.", ".", "And give you an estimate- well give us an estimate on the damages. From there we'll I'll be in touch. Again I'm Jack.", "Thanks Jack.", "I'll be I'll be in touch with what the next steps are, like like how much we'll pay out and what we'll cover.", "Okay, okay. So you guys will pay for the roof? My brother told me-.", "Look we'll have an adjustor come and check it out. I promise I'll try to make it as smooth as possible. I know this can be a a stressful time.", "Yea man, tell me about it.", "Right so the adjustor should be able to come in the next couple weeks-.", "Weeks?", "Well there's a ton of business right now-.", "Man my roof is bad-.", "I understand sir, but we've got a high volume.", "Well what do I do about my roof while I wait on you guys?", "Well sir, I'd recommend hiring a roofer to come lay some tarp on your roof. Just save the receipt and we should be able to reimburse.", "Oh for sure?", "It's what we normally do-.", "Alright, Jack right?", "Yes sir. Before you go, is this a good callback number? Four Four Eight, Two One Nine, Fourty Eight Fifty Eight?", "Yep that's it. Jack- mister Jack, look I can- when I call, you'll be the one who answers?", "Well, yea- yea- you can ask for me when you call.", "Good. Look I got to go- People are coming help me pick up- You know.", "Right, I hear you. Look your claim is submitted and you should get a copy and an adjustor should call soon to schedule some time to look at your house. Call me back if you need more help.", "Alright- Hey man thanks for the help.", "Your welcome, I hope things work out for you-.", "Alright- Talk to you later.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [ "FileClaim" ], [], [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Sorry to keep you waiting. Rivertown Insurance, this John, how can I help today?", "yea, this is Tanya.", "Hi Tonya, how are you doing today?", "Oh I'm doing good, who, is this the right person for I think I'm locked out of my account.", "Okay I can ", "Yea I've been trying to log in and it says it says that I- too many attempts?", "Oh sure. have you- did you forget your password?", "No I'm I'm pretty sure it's I haven't changed it and it's the well maybe. I don't know, it's not working. This stupid app it keeps-.", "Okay, okay. This is what I can do I can go ahead and why don't you tell me the email address your account is-.", "I don't use email.", "Okay, well-.", "I just normally do the print scan thing and I get on and it just didn't this time and I- I don't know.", "Okay, how about this-.", "Look I just wanted to- I was told my that I hadn't paid for- and I was trying to pay. They said I didn't.", "Okay, how about this, Tanya? I can check for you. What's your last name?", "Williamiss and I need to be able to- my kids aren't around any more and I just need, can you help me get back on?", "I'd be happy to, missus Williamiss Okay and okay I'll need your date of birth and the last four of your social.", "I was born on November the eighteenth back in sixty five.", "Okay, November eighteenth nineteen sixty-five.", "And the last four of my social is twenty one, ninety four.", "that's not, that doesn't mat-.", "Sorry twenty one forty nine.", "There we go. Great and your phone number?", "Hold on- Got to, okay Six Three Nine.", "Uh-huh.", "Nine One Five.", "Uh-huh.", "Three Three Three Five.", "Perfect. Last thing I'll need you to answer just to be sure it's you. Okay what's your first pet's name?", "Oh my first pet? well I had well my first cat we called peaches. And my first dog-.", "Oh that's right perfect. Thanks missus Williamiss okay now let's see.", "Yea that cat died at nineteen years old, can you believe that?", "Wow. Nineteen. I I didn't know cats lived that long.", "Yep. And a killer. That he, she would bring the grossest rodents over. I mean dead mice, birds you name it.", "Cats, wow.", "Oh yea, that's why I keep em around.", "Oh you've got more?", "Yes sir, I've got two, well I I feed a few of the cats around they you know, the neighborhood and well my husband isn't a fan- Oh I'm just I just, what were we- Oh yea, did you get the things you needed?", "Yes ma'am, I just it looks like you didn't pay this month, which is okay but if you'd like, I can we can switch you to an auto-pay.", "Auto-pay? I, what?", "Yes ma'am, auto-pay. The bill comes out each month without you having to to worry about it.", "Oh, I don't know about that. How does it, I, well I don't how does it do that?", "Well missus Williamiss we'd get some of your bank info and-.", "Oh I don't know about that. What about those I don't, I don't know, I don't think I trust that.", "Okay or we could you could, we would take your credit or debit card down and just charge it automatically each month.", "Oh well that that sounds better.", "Great! Do you want to do that right now? We could do it over the phone. Or I could show you how to do it in the app.", "But I can't get on the app.", "Well I think- how about I take you through logging onto the app and we start there?", "Okay how how do I-.", "Just put it on speaker phone-.", "Oh okay-.", "Now I just sent you a hold on, I just sent you a text with the, with a link. You can click on that link to go to the app and reset.", "I don't- Oh I got it.", "Yep just click it. The app should've, like it should've popped up and you can reset your password right there.", "Okay what should I set the password to-.", "Well, maybe-.", "Oh, I got it, okay-.", "Ma'am maybe you should go ahead and write it down.", "Oh yeah I'll, okay.", "Now, in the app you should see a button- well go back, press the home button on the app- Wait Did you finish your password reset?", "Yep, okay I'm at the home- Oh I see a payment button?", "Yep there you go- Go to payment options. You see that?", "Yep. Payment options, Oh! Okay. What do I-.", "You just-.", "Auto-pay Oh yeah auto-pay?", "Yep and it'll ask for your card-.", "Alright, I think I got it-.", "Great do you- can I do anything else-.", "Is it is it going to going to pay my bill for this month?", "go ahead and, no it won't. You'll have to pay for this yeah you'll- go back to the payment options to pay for this month. Auto-pay takes a little while to to like, kick in.", "Oh okay, I, well I think I got it.", "Great! Can I help you with anything else missus Williams?", "Can you stay on the line while I - no nevermind I got it.", "Oh good, well if that's every-.", "Wait! How do I get back to you- I just- the wait, the hold was like thirty minutes. Don't make me do that again.", "Oh, well you can always email me with-.", "I don't use email.", "Right, right. sorry ma'am you can, whenever you call just ask- just, my extension is four five zero. Dial that after you after you call and you'll get to me.", "Okay, well good, bye.", "Okay missus Williamiss have a good day." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Is that real?", "It sure is, we cover all sorts of pets birds, cats, dogs-.", "Oh, dog, yes I've got a poodle-.", "Right, a poodle.", "Yep. Oh wow, I heard about it but I can't- well I'm glad to hear it's real.", "Yes ma'am, what would you like-.", "Well, what does it even you know, cover?", "So we have a couple of different options. We've got an a basic package. It covers your standard wellness, you know, checkups, examiss tests, flea and heartworm meds, vaccines. The standard.", "okay, but like I said we we've got a purebred. My friend's also got one. Her's is a different color, well not that that matters, but you know it-.", "Uh-huh.", "Well, hers had this weird stomach thing. Guess how much at the vet. Three grand. Three grand! For a dog! And that's out of pocket. I'm not ready for that-.", "Well that's what we're here for. .", "So you guys have coverage for stuff for stomach things and what not?", "Yes ma'am, well, for a bit more up front-.", "How much more?", "Well, our premium covers everything the basic does but well, it covers the basic plus surgeries and things, even some hereditary stuff.", "Oh, yep the poodles have the stomach things.", "Yep it would cover stomach issues, like bile issues and stomach surgeries. You know? The big expense stuff.", "Okay but how much?", "Well okay, I'll need- do you have a copy of the vet's records.", "I forgot, my friend told me I'd need that and I I forgot to have it- give me a minute. Can you hold on for-.", "Sure thing.", "Okay I got it, now what?", "If you don't mind, I'll need you to go ahead and scan that- or well, if it's easier you can go ahead and take a picture of it.", "Okay hold up- I'll put you on speaker. Okay, got it.", "Great, now can you email it to me. My email is jenny R- at Rivertown insurance dot com.", "Jenny R- at Rivertown insurance dot com.", "Yep that's an R as in Rodeo.", "Jenny R, okay.", "Yep.", "Why do you need this?", "Well, it'll it'll help us identify the pet and give an accurate- well kind of like health insurance. We need some records-.", "okay.", "Did you send it? Oh- I see it now. Thanks.", "So you got it?", "Yes ma'am. Let me just- Alright so you are Kim Green?", "Yes.", "If you don't mind, I'll ask you some questions to for verification.", "Sure.", "Alright, so when- well first, what's your dog's name?", "His name's Rex, He's a year old, He was born sometime in March, last year.", "Do you-.", "March fifth I'm pretty sure.", "Thank you, that was- let's see, March fifth, twenty twenty, and your dog weighs?", "Ninety pounds. Well that's what it was last time, I think- I don't know, just a normal big dog.", "Of course-.", "I mean he's in good shape, you know. eats well, walk him every day. I know ninety I know it sounds heavy but he's just, it's normal.", "Right, right, no worries. Yea, poodles are big dogs. Okay and I'll need some information about you if you don't mind.", "Sure thing. Kim Green, I was born August Sixth ninety four.", "okay thank you. Oh Eight, Oh Six, Nineteen Ninety Four, Yes?", "Yes ma'am.", "Alright, I'll need your phone number next.", "Five two one.", "Uh, huh.", "Seven Zero Six.", "Uh huh.", "Eighty-nine, twenty.", "Five two one, Seven Zero Six, Eight nine, two zero. Yep?", "Yep.", "Alright thank you- just a couple more things to save you into our system-.", "Wait what's this even going to cost me-.", "Sure well, let me just get-.", "Just tell me-.", "Okay well, it usually comes to about a thousand a year for the premium, which is what it sounds like you need.", "A thousand?", "Right, which is only about eighty dollars a month but that covers it covers everything that could go wrong. You know even accidents. But if you let me-.", "Okay, okay.", "If you let me get you into our system I can give you an exact amount-.", "Okay sure.", "Your social security number?", "Social, yep two three two, eighty five, five five two, nine.", "Two three two, eight five, five five, two nine? Okay and.", "Yep.", "Last thing is to get a little security question to to well, to verify that you are, well you.", "Oh, yeah let's do maiden- my mom's maiden.", "Oh, perfect yep sure. Let's do that.", "Carroll. C-, A as in apple, two R's, O-, Two L's.", "Carroll, got it. So with a standard poodle, young, clean medical history, you're looking at a thousand dollars a year, a thousand per year, which you can pay upfront or monthly.", "How much monthly?", "Let me see. Eighty-five dollars per month.", "Eighty-five? Okay- got it. Thanks. Eighty-five. Wow, my husband won't- okay.", "Well we've got to we got to take care of our fur babies. Did you get him as a puppy?", "Yea, we we got him when he was just a few weeks old, tore up our whole living room. Pillows and everything. My husband hated it.", "Got to love it. So I'll respond to your email with the quote, if that's fine? kim chick at hotmail dot com?", "Gosh I've got to get an adult email. Yep. That's it.", "Do you see the email?", "I got it, look I'll talk to my husband and call you back. Okay? This is Jenny, right?", "Yes ma'am, my extension is two three seven.", "Two three seven, got it. Talk to you later.", "Have a good day missus Green." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Judy, How can I help you today?", "Uh hi. I need to cancel my plan.", "I am sorry to hear that. Can I get your first and last name please?", "Uh sure. My name is Chris Christopher Sherman.", "Ok mister Sherman. Would you mind spelling your first and last name for me please?", "Uh ok Christopher is C H R I S T O P H E R and then Sherman is S H E R M A N.", "Thank you for that. Do you have your account number handy?", "Actually no I don't have it with me. I was hoping you could look it up maybe?", "Sure thing Christopher. Let's do that. Can you please provide me with your address?", "OK it's fourty two fourty two Bates road unit fifty six. thats in Chandler New Mexico. Eight seven four three one.", "OK let me read that back to you to make sure I have it here correct. I have you at fourty two fourty two Bates road unit fifty six. Chandler New Mexico. Eight seven four three one?", "Yep sounds right to me.", "Great now I will need your social security number please.", "Ok yeah it is four three nine seven two four nine nine one.", "So I have four three nine. Seven two. Four nine nine one?", "Yep.", "Last I will need you to answer your security question you chose for this account.", "ok sure.", "What was the name of your first pet?", "Uh her name was Minny.", "Okay fantastic. I have your account pulled uo now. Can I ask why you are wanting to cancel your plan?", "Oh well actually my dog died and I no longer I don't need pet inrurance anymore.", "I am so sorry to hear that. My sincere condolences.", "Uh yeah tahanks. It has been hard.", "Well I can get this plan canceled for you effective immmediatly. Just gove me a second here and I will get you a conformation number.", "Thanks.", "Actually it looks as if you have paid up through the rest of the year. Let me look and see if we can offer you any kind of refund for the unused balance. If you could actually hold for just a sec here.", "Oh ok. Sure I can hold.", "Thank you. I will be right back.", "Okay no problem.", "Hi Christopher are you still there?", "Yep. Still here.", "Great. I spoke to my supervisor and it looks like we can refund you four hundred and thirty two dollars today.", "Wow. I wasn't really expecting that. that is good to hear.", "Yes, I am glad we can do that for you. I will need you to verify with me the credit card to refund the balance to.", "Oh ok let me grab it. I know which one it is. I will get it here just a second oh wait I have it ya here it is.", "Okay wonderful. If you can read the card number to me that would be great.", "Sure thing. let's see what we oh ok three two seven four six six two one nine four nine eight and then sero six two five.", "And the expiration date?", "Uh nine twenty twenty six.", "Okay and then the three digits on the back? Your cvv code?", "six nine nine.", "Okay I have a refund ou four hundred and thirty two dollars coming your way. I also have all futre payments stopped and I have a confirmation number here for you to verify the cancellation of your pet plan.", "Okay cool. actually can you just email me the confirmation?", "Absolutely. Let me just verufy the email address we have on file here. Let's see, I have CCtwo zero zero one at fhd dot com? That is with two C's?", "Yes that is right.", "Okay you should be receiving that email with conformation shortly. Is there anything else I can do for you today?", "No I don't think so.", "Okay well please reach out again if we can fulfill any of your insurance needs. It has been a pleasure doing business with you.", "Okay I will. Thanks again.", "You are very welome. Thanks for calling Rivertown. You have yourself a great rest of your week!", "Yeah. Same to you. Bye now." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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I'm looking hold- I'm trying to talk to someone about some Life insurance.", "Oh-.", "I spoke with someone earlier and I- I just got out of college, my new job has it but-.", "Uh-huh.", "My new job has it, but I I heard I need more? Right?", "Yea, well, Can I get your name?", "Oh right- sure, I'm Amelia.", "Amelia, nice to meet you. Have you talked with anyone about Life Insurance before?", "Yea, well not really. I talked to my HR person at work, but it's the company's and I mean, it's like five thousand dollars and I just, I mean that's not much right? Or is it? I don't know.", "Well, okay, we have some in-person representatives that might be able to-.", "I don't really have time to go in-person.", "Alright, okay well where are you from?", "Montgomery.", "Alabama?", "Yep.", "Okay well we have an office on one sec, on twenty-third street in Montgomery-.", "Look I'm just-, I don't- I'm busy right now with work and I just want to know how much it'll cost-.", "I'm sorry, sure thing, Amelia, I'm happy to help you. So there's two types of policies we offer for Life Insurance, whole life and term.", "Okay, okay.", "Have you heard of those before?", "well, like yes, but like a while ago so could you?", "Sure thing, whole life insurance is well like it sounds I guess, if you die, ever, your beneficiary will-.", "Beneficiary?", "Yes, like your spouse-.", "I don't have a spouse-.", "Well, not okay well like maybe right now you don't have one, or, I don't know what your life plans are, but a beneficiary is just the person you choose to receive your life insurance benefit-.", "How much will it be?", "well it depends on how much you choose. We can look at your income and determine-.", "You need my income?", "Income just helps us-, it'll help us determine how much life insurance you'd need for a spou- benefciary to live off of after you, well you- like you pass away.", "I thought Life Insurance, was-, like for people to pay for like funerals and you know-, like other death things.", "Yea, well I mean it does. It will. Let's just- Okay think about the future. Imagine you're married-.", "I don't know if I'll get married.", "Okay well, imagine you have a significan't other- kids or something, and you die.", "okay I don't know about kids-.", "Anyway well people who might depend on you and your income. Okay? And when you die, you stop making money right?", "Yea well, yeah I guess so.", "Right, and so well it might be a bit before they can recover right? And so if you're make fifty thousand a year, and they're depending on that fifty thousand for you know, rent and food and things.", "Oh I see.", "Right? So you might want to give them some like cushion. Yea? So whole life guarantees that payment for however like however long you live.", "Okay I what's term then?", "Okay well yeah term. Well real quick, one big benfit to whole life is that, well your monthly payments are like invested and compounded over time.", "What does that mean?", "So maybe it'd be helpful to compare.", "Okay.", "Let's say you've got a million dollar whole life, right and a million dollar term life.", "Uh-huh.", "Over time, as you as you pay into that whole life policy, it'll grow in value. In like twenty years, the payout might increase to about a million plus an extra fifty thousand because your payments, I guess grew in interest. Make sense?", "yea, I think I get it.", "Term life won't do that. But your spou-, well whoever your like your beneficiary is, would definitely get a million dollar check when you die, unless your policy time has run out.", "Run out? how? That's the term part?", "Yep. So at your age, well how old are you?", "Twenty two.", "Right so at your age, well one, the policies are really cheap per month. Now is a great time to buy in.", "Yea that's what I'd heard.", "Yep, so anyway, at your age. I'd the, well I'd say term eighty is the way to go. There's several but like, well term eighty means that your policy would last until your eighty years old. If you were to -.", "Like if I'd die after eighty, my-, whoever gets my money, well they like they wouldn't anymore?", "That's right.", "Well I think- I've got my grandparents are pretty old so..", "Well look the thing is- like, you can convert your term life over time, so that eventually it all becomes whole.", "okay. Let me- that was a lot to take in- I'm trying to understand.", "Sure.", "Let me tell you what I got, okay- Whole life whole grows in value and you- whoever gets it, gets the money no matter what.", "Right.", "And term term is like stays the same until you hit eighty and if you get older, no one gets all that money you put into it.", "Right, well sort of- yea. The thing is, whole life is expensive, so at your age and income, most people, what I'd recommend is to start with term- like seven hundred fifty thousand and like, overtime convert it to whole life.", "okay I think I'm, because I just need to like, before eighty.", "Yes, I mean I'm just guessing, but right now, like- term would only be about- like if you're in good health and your physical looks good- you're looking at about twenty five dollars per month for like for a term life. Term eighty.", "Oh welll, I, that's not bad really.", "No, no that's why you that's why people say get it now. But but whole life for the same policy would be like, like a few hundred a month. So people instead-.", "Wow, okay yea- Okay I see.", "Yes, so so people normally get a couple thousand whole life a couple thouand of whole life each year, like take a couple thousand dollars from their term and convert it to whole, so that overtime a lot of their term is now whole life and it's building money for them.", "okay I think that makes yeah it makes sense.", "Good, good! I'm glad it's a little hard to explain over the phone- yea, it's easy when you can see the numbers. You know?", "Yea, well I, well what do I do if I want some life insurance?", "Well here's a good first step Let me get some hold on- Let me get some information from you so we can make a little account and get quotes and things.", "Alright yea, sure thing.", "Okay so Amelia yea? Amelia from Alabama, can I get your date of birth, height and weight?", "Yep sure, May ninth, nineteen ninenty-nine.", "Okay.", "I'm five foot four and a hundred and fifteen pounds, pretty sure last time I check-, last time I looked.", "Alright and do you use tobacco?", "No, no never.", "Alright, good do you well, remind me of what your income, what you make in a year?", "Well well I just started so I'm at they pay me like, I think- well hold on- I'll check my offer letter-.", "Okay.", "okay it says I'd make like thirty four thousand seven hundred and one cent- Why they, why do they do that? Put one cent? That's ridiculous.", "I don't know Anyway I'd yea, I think you should do seven hundred seven hundred and fifty thousand dollars of term life, term eighty for your coverage.", "Alright, okay okay.", "And what's I can tell you what it'll- over time if you work with me, we'll work towards making that whole-, yea? And well I can tell you what that will cost you per #month alright?", "Okay right right sure.", "Now you'll still need to this is just an estimate and there's a lot of factors but like okay, it'll be about twenty six dollars a month. Twenty five seventy one, but you'll need to like schedule a medical eval-.", "A medical eval, I'm just I'm pretty busy-.", "That's okay, they they can work around your schedule, what's a day and time that works for you?", "Well I think-, well look I'll run this by my parents. I'll talk to my dad and see what he thinks and I can- i'll get some other quotes and yea. I'll call back.", "Okay. Yea look it's not to- It's a smooth process, I promise and after that eval we can talk again.", "yeah well I don't know, yeah we'll see, look I got to go, thanks for the help-.", "Yea sure Thank you Amelia, feel free to call back if you if you need.", "Uh-huh. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Is everyone okay?", "Wow, yes. Give me a -.", "Oh yes ma'am take your time-.", "Thank you okay that was- Wow.", "What's your name ma'am?", "oh yea. I'm Katie. Katie Simple.", "Katie Simple, okay- and is everything okay Katie?", "Yea I'm okay, I think I'm okay.", "Good, good. Have you- are police on their way?", "Yes, yes hold on-.", "Sure thing.", "Police are- Oh they're here- no nevermind, yes yes I called- well someone called and they're coming.", "Good, good. Okay are you in a safe place?", "Safe? Yea we pulled off- on the-.", "Where are you?", "We're on the corner of Richards and first- in the little- in that gas station the Texaco on the corner.", "Okay Katie, can you- do you have your insurance card on you?", "Yep it's in my- that's how I got the number.", "Okay great- What does it say like, your ID number?", "ID number? Okay- it's four, four, eight five- Sorry I'm still a little shaky.", "It's okay Katie, take your time-.", "Four four eight five, ninety two four zero.", "Okay I'm going to repeat that- four four eight five, nine two four zero?", "Yep that's it- I ", "Okay Katie, good- so what happened?", "So I was I was stopped at the, let me think #I was stopped and the light and this guy just -.", "You were stopped at the red light on which street?", "Richards? I think? yeah Richards. And he was coming up behind me and he just- he just never, like he -bam just hit me. I don't know- he must've ", "So he hit you?", "Yes-.", "And you didn't hit anyone else?", "No I I was first- It's like- I mean there's barely any traffic here, like literally no one else. Well I I mean there's like some cars but-.", "I understand- So he hit you from behind, was there damage to your car?", "Yea my whole back part of my my car is just like my trunk is wide open.", "Yea?", "And- my bumper is just- like done.", "Oh no. Okay- and what- And you're you're okay right?", "Yes. Yes just a little just shaken.", "Oh I bet. I would be too.", "Yea, so- what do-.", "Did you get- Did you take any pictures?", "Yea no. What do I-.", "Just go ahead and-.", "Let me get my camera- I'll I- you're on speaker.", "Okay thats fi-.", "Okay what do I- his- my- ", "Go ahead and get his license plate-.", "Okay- one sec-.", "Did you-.", "No, hold on-.", "Okay-.", "Okay I got it- need me to read it need it?", "yeah sure go ahead.", "J- X- G-.", "Wait- okay go ahead-.", "J- X- G-.", "J- X- G-.", "Nine one four.", "J, X, G, nine, one four.", "Yep that's it.", "Okay great, now go ahead and go ahead and take some pictures of your your backside right?", "Yea my-.", "Just go ahead and take pictures of any damage.", "On my car?", "yea, and his car too if you can.", "Oh, yeah okay-.", "Great just-.", "Okay I think I got okay- Wow that was my adrenaline is still going.", "You're doing great Katie. Can I get your license plate number?", "Yea it's let me see- four four one five, three two zero six.", "Okay great. Now-.", "What if- How does- I'm doing this right?", "Yes, yes you're doing your great Katie. Now- Well are the police there yet?", "No-.", "Wow, okay, I'm sure they'll be there soon. Can you drive your car?", "yea, yeah I think so- just my trunk is open- but-.", "But you can still drive it home?", "yes home isn't- Gosh I was so close- I just want to be home.", "I understand Katie- I just I have- I need a few more things from you okay?", "Okay.", "Now let me confirm the email I have on record. katie underscore simple at gmail dot com, is that right?", "Yea yeah I- wait- Can you repeat that?", "Of course. Katie underscore simple at gmail dot com?", "Yep that's it-.", "Great, now what I'm going to do is, I'm going to you'll get a claim number from me okay?", "Alright-.", "I'll email you a claim number and what I'll need you to do is respond with just send those photos in- there's a little link in the email you can click on to submit the photos of the accident and the police report-.", "How do I-.", "Once the police show up they'll- you'll tell them everything you told me and get the police report number- you can take a picture of it or-.", "Oh look the police Wow right as you were ", "The police got there?", "Yea they-.", "Oh good. Okay real quick-.", "Yea?", "In the email you'll submit your photos and the police report number- so ask the cop or take a picture of the report so you can remember the number.", "Okay the police report number, got it-.", "Yes, that's it. Well I'll send that email and you'll get- I'll let you go ahead and talk to the police. Just call us back when you're done, okay? I'm Bailey, you can you can ask for me-.", "Okay yeah I got to- Bye.", "Bye Katie, if you need anything just- I hope-." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_870_000", "insurance_870_001", "insurance_870_002", "insurance_870_003", "insurance_870_004", "insurance_870_005", "insurance_870_006", "insurance_870_007", "insurance_870_008", "insurance_870_009", "insurance_870_010", "insurance_870_011", "insurance_870_012", "insurance_870_013", "insurance_870_014", "insurance_870_015", "insurance_870_016", "insurance_870_017", "insurance_870_018", "insurance_870_019", "insurance_870_020", "insurance_870_021", "insurance_870_022", "insurance_870_023", "insurance_870_024", "insurance_870_025", "insurance_870_026", "insurance_870_027", "insurance_870_028", "insurance_870_029", "insurance_870_030", "insurance_870_031", "insurance_870_032", "insurance_870_033", "insurance_870_034", "insurance_870_035", "insurance_870_036", "insurance_870_037", "insurance_870_038", "insurance_870_039", "insurance_870_040", "insurance_870_041", "insurance_870_042", "insurance_870_043", "insurance_870_044", "insurance_870_045", "insurance_870_046", "insurance_870_047", "insurance_870_048", "insurance_870_049", "insurance_870_050", "insurance_870_051", "insurance_870_052", "insurance_870_053", "insurance_870_054", "insurance_870_055", "insurance_870_056", "insurance_870_057", "insurance_870_058", "insurance_870_059", "insurance_870_060", "insurance_870_061", "insurance_870_062", "insurance_870_063", "insurance_870_064" ], "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" ], "utterance": [ "yep, Hey, are you there?", "Yes. yes can you hear me?", "Yes sir. This is Ryan with Rivertown Insurance. How can I help you? It looks like you need help with billing?", "Yep. yeah I've got- well we just move and yep I just need to you need my new address? Sorry I ", "No, no worries sir yeah moving is stressful. I've I've moved with kids too.", "Yep Sorry just hold-.", "Sure thing.", "Okay I I found a quiet place. Finally.", "I get it. Can I get your name?", "Oh yea, sure. I'm Travis. Travis McDonald.", "Okay mister Travis, let's see-.", "We didn't move too far, just- you know how it is with kids- you just- well we needed something a little bigger.", "Of course. Okay can I- I need your account number. Do you have that?", "Yea let me, I have the last bill with me-.", "Oh it should be in the check the top right hand corner for-.", "I don't see any ", "It should be ", "Oh I see- it's Eight three eight, four two eight, nine nine.", "Okay, oh I've got you up- let me just confirm your date of birth-.", "Okay-.", "Oh what's your date of birth?", "Oh yeah February fourteenth, ninety-one.", "Valentine's day huh?", "Oh yep, I've heard the jokes, bud .", "Great so you're not at- What's your new address?", "Oh I've already forgot Let me- can you hold?", "Oh sure thing. .", "Oh here we go! You'd think- I've signed so many papers you'd think I'd remember. .", "All good.", "We're in Charleston now- eleven forty two yeah west third street, yeah Charleston like I said.", "Okay, Okay and what's the zipcode there?", "It's hold on again .", ".", "It's two nine, four oh four oh two. Yep two.", "Two nine, four zero two?", "Yep.", "Alright mister Travis, we'll I'll go ahead and put your new address in to the system here. Let me repeat it-.", "Okay.", "Let me repeat it to make sure I'm right.", "Okay, go ahead-.", "One One Four Two West Third Street, Charleston, South Carolina two nine, four zero two?", "Yes sir. west third. That's it.", "Got it- Okay the system's got to update-.", "An update?", "No just, not a full on update, just just a update of your profile. Sometimes the change in address will change your insurance costs.", "okay.", "Yep so it-.", "Wait but I I mean I didn't move like, I just it's not far from the old place.", "But sometimes it's like Yea sometimes areas have more traffic or like more accidents, or less! And it effects your rates.", "But I didn't move like it's. Well whatever did anything change?", "Well sir it looks like your rate's going to go just a few, well like thiry bucks. thirty a month.", "Thirty? But I just moved, I don't, gosh these-.", "Sorry sir-.", "These insurance I just- we just had. Whatever-.", "I'm sorry sir but-.", "Why? What's different about my area? We're literally only like a like a, like twenty minutes from the last place. Like thirty minutes, at the most.", "Well sir, it looks like your it looks like there are more accidents well yeah more accidents by like a good bit.", "Oh well that's good news.", "I'm sorry sir-.", "It's not you- I just don't understand, can't you like, you can't do something?", "Well I don't set I don't set the rates-.", "Of course, well I've got more- I'm going to find a broker and get out of I'm going to find someone cheaper, this is ridiculous-.", "I'm sorry sir. I can't-.", "I know- I'm busy. Have a good day.", "Again, sorry sir. Feel free to call if you have any more-." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Ricky with Rivertown Insurance. I'm following up on our conversation back in June-.", "Hey, hello, who's this?", "Hey mister Robert- this is Ricky-.", "Ricky? Ricky who?", "Ricky Greenfield- I'm with Rivertown Insurance.", "Huh? What? Is this a scam-.", "No- no sir. This is your car insurance company. I'm calling because back-.", "Oh no- what now? Did my wife get another ticket?", "What? No sir, I'm calling because you wanted to add your son to your plan because he starts driving soon?", "Oh! Right! Ricky! Yes- good to hear from you. Yes our- my son Braxton. Yes, goodness I can't believe he starts driving next week.", "Next week? Wow! Okay well how about we get him on your plan- is this is this a good time?", "Yea! yea, let me just, I'm glad you called. I've been meaning to take care of this.", "Good good. Well mister Robert, this is Robert right?", "Yes sir this is he. And what's your name again?", "Rick-.", "Oh yea, Ricky, sorry Ricky, go ahead.", "Yes sir, Ricky. Now, your son. When's his birthday?", "Next Tuesday.", "Next Tuesday? So that's December-.", "December ninth.", "Right December ninth and he's turning sixteen so he was born in ", "Two thousand five.", "Two thousand five, thank you- I'm just making an account for him. Can you give me his full name?", "Sure, yeah sure. He's- His name's Braxton John- after his grandfather. Braxton John.", "Alright and same last name?", "Yes Schlessinger, remember how to spell that?", "yes S, c, h, l, e, s, s, i, n, g, e, r. Right?", "Yep, two s's.", "Got it, Braxton John Schlessinger born December ninth, two thousand and five.", "Thats right.", "Great, now do you guys have a vehicle for him?", "Right yes we just bought him a little honda- no yeah and Honda civic.", "Great, a Honda Civic. what's the year and the trim?", "It's black, no silver. Silver it's a how about I just go outside and look at it-.", "Sure thing.", "Alright, it's silver and it's an LX. I think it's a twenty thirteen? Let me- yeah two zero one three Honda Civic LX.", "Alright- can I get the license plate number?", "L, A, H, six, six, four.", "L, A, H, six, six, four, got it-.", "Alright what else? Anything else with the car?", "Oh I'll need you to get the mileage.", "Oh shoot, okay let me go get the keys-.", "Sure thing. Sorry about that.", "Okay- I'm checking right now- it looks like forty seven thousand four hundred and thirty eight.", "Oh wow. Only forty seven thousand, that's so low.", "Yep we got it at a steal. An older lady just drove that car to Church and back.", "Oh man, that's the best. Good for you guys.", "Anything else?", "let me see- no sir. I think we're good on the car.", "Okay good- Let me go back inside-.", "Of course sir,-.", "Alright.", "Are you ready? I'll need-.", "Yep.", "I'll- you guys still live at the same address? in Mobile, Alabama with the thirty six, six oh three zip code?", "Thirty six, six oh three? Oh yea, nobody yeah nobody says it like that- that's why I was confused. three six, six oh three. We haven't moved.", "Alright good, and you guys still own- still drive the twenty eighteen Ford Explorer and twenty fifteen Ford F- one fifty?", "Yep.", "Okay let me- I'll have to run some numbers. Basically I'll do some, I'll swap your names around based on driving records and things and see how we can get you the best prices.", "Sure thing. Low price sounds good- how much extra will he like what's it going to cost to add him?", "Okay, let me add the vehicles all in and I'm moving some drivers around. Okay this is how we'll do it it'd be best if Basically, well let me ask this first. You guys want him on the same coverage the you have?", "What do we have?", "You have hundred, three hundred, hundred for liability-.", "Right.", "And collision and collateral- that'd be an extra forty, no fifty a month for him- well that'll change depending on the car we say he's driving-.", "Oh I don't know if I want to-.", "Well, I'd recommend-.", "It's just that, that the car doesn't cost all that much and ", "Right, I understand sir, but but it covers the damage to other cars and like other property. You'd have to come out of pocket for deductibles and you know damages, things like that-.", "I know, I know but I just don't think I need that. No I don't want collsion and collateral for him.", "Okay sir, I understand. okay, so with that I think it's best if we well let's do this while we're at it. We'll put your wife as the primary driver of your truck and you of her car.", "Okay?", "Yes sir, well right now your rate is three hundred twenty a month, this will reduce it to two ninety.", "Okay, why, well why didn't you do that months ago when I called?", "Well, well sir you were busy talking to your wife, if I remember that correctly and we didn't have time. I'm sorry sir.", "Right whatever okay, anyway, so he's, you've got him as the primary driver on his car?", "Yes sir, that'll have as the- that'll be the cheapest option.", "Okay and what's it going to cost?", "Well it'll bump, looks like your insurance will go up to five hundred a month, he'll cost you guys about two ten by himself-.", "Two ten, goodness gracious that's-.", "Well hold on sir, that's before any discounts-.", "Oh you, well why didn't you tell me that?", "Well I'm getting to that mister Robert.", "Well go on.", "Can you email me his latest report card? If Braxton's above a three point oh grade point average, his rate'll drop by twenty five dollars a month, three point five by thirty dollars and four point oh by fourty dollars.", "Oh his mom looks at that- where do I email it to?", "Oh you can email- want to write down?", "Yea, I'm ready.", "Okay it's rgreenfield at Rivertowninsurance dot com.", "Got it, I'll have my wife do that. What else?", "Is he in any clubs? Beta club? FBLA?", "Oh I don't know. My wife-.", "Well look, when when she emails the report card, have her email- go ahead and write this down. Have her-.", "Okay.", "Have her email any clubs he's in at school, any sports-.", "Oh he plays tennis, track, wrestles-.", "Right, well have her email that to me. Also if he volunteers or-.", "Oh well he's in ROTC.", "Good, good have her email that. And today, preferably. So we can get that insurance ready for when he starts driving.", "Alright, I'll tell her that. yeah clubs, volunteer, sports, anything else?", "Last thing I'll need is her to, or you to tell me his social.", "Oh, my wife knows where that's it. Well look, maybe she can just call you when she gets home.", "Oh sure thing. Before you go, just remember to remember to tell your wife to email me, it'll save you a lot of money.", "I'll be sure to do that.", "Great, great. Well best of luck mister Robert.", "Thanks Ricky.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_872_000", "insurance_872_001", "insurance_872_002", "insurance_872_003", "insurance_872_004", "insurance_872_005", "insurance_872_006", "insurance_872_007", "insurance_872_008", "insurance_872_009", "insurance_872_010", "insurance_872_011", "insurance_872_012", "insurance_872_013", "insurance_872_014", "insurance_872_015", "insurance_872_016", "insurance_872_017", "insurance_872_018", "insurance_872_019", "insurance_872_020", "insurance_872_021", "insurance_872_022", "insurance_872_023", "insurance_872_024", "insurance_872_025", "insurance_872_026", "insurance_872_027", "insurance_872_028", "insurance_872_029", "insurance_872_030", "insurance_872_031", "insurance_872_032", "insurance_872_033", "insurance_872_034", "insurance_872_035", "insurance_872_036", "insurance_872_037", "insurance_872_038", "insurance_872_039", "insurance_872_040", "insurance_872_041", "insurance_872_042", "insurance_872_043", "insurance_872_044", "insurance_872_045", "insurance_872_046", "insurance_872_047", "insurance_872_048", "insurance_872_049", "insurance_872_050", "insurance_872_051", "insurance_872_052", "insurance_872_053", "insurance_872_054", "insurance_872_055", "insurance_872_056", "insurance_872_057", "insurance_872_058", "insurance_872_059", "insurance_872_060", "insurance_872_061", "insurance_872_062", "insurance_872_063", "insurance_872_064", "insurance_872_065", "insurance_872_066", "insurance_872_067", "insurance_872_068", "insurance_872_069", "insurance_872_070", "insurance_872_071", "insurance_872_072", "insurance_872_073", "insurance_872_074", "insurance_872_075", "insurance_872_076", "insurance_872_077", "insurance_872_078", "insurance_872_079", "insurance_872_080", "insurance_872_081", "insurance_872_082", "insurance_872_083", "insurance_872_084", "insurance_872_085", "insurance_872_086", "insurance_872_087", "insurance_872_088", "insurance_872_089", "insurance_872_090", "insurance_872_091", "insurance_872_092", "insurance_872_093" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Rivertown Insurance, Mark speaking, how can I help you today?", "Hey Mark, glad I got you. This is this is Joseph again.", "Oh! Hey-.", "Joseph Reed.", "Of course! Hey Joseph, how are you?", "Doing well man, so.", "Good to hear, what can I do for you?", "Hey man, so I called about that quote for my Forerunner, you know, for yea, for insurance?", "Yep, let me pull it up.", "Sure.", "This is mister Joseph Reed, right?", "Yep.", "Just need to verify some things if you don't mind.", "Sure.", "What's your date of birth?", "March twenty sixth.", "Uh huh.", "Nineteen, Seventy five.", "Okay. So oh three, twenty-sx.", "Yep.", "Nineteen, Seventy five.", "Yep.", "And the email you received-, it's the email with the quote in it. There should be a customer number in the top right hand corner.", "Give me let me open my em- I'll put you on speaker okay?", "Okay, sure.", "Alright, you ready?", "Go ahead.", "Four three nine one. Got that.", "Oh, sir that- no, it should be just under that number. It's It's eight numbers long.", "I don't see-.", "It should say custom-.", "Oh, got it. Ready?", "Yep.", "Eight three three.", "Okay.", "Four five six.", "Uh huh.", "Nine one.", "Eight three three, four five six, nine one.", "Yep.", "Perfect. I got you pulled up in our system. You still want the fifty, one hundred, fifty policy? Collision and collateral?", "That's the that's the one y'all got that's a thousand a year?", "Yes sir.", "That's what I'm here to do.", "Alright sir, well the hundred, three hundred, hundred option is only-.", "No sir, I've made I've made up, I want the fifty one.", "The fifty, hundred fifty? With collision and collateral?", "Yep.", "Okay sir, I'm happy to help you today. Let me get some more information from you. Before I do, do you have any questions for me?", "Let me, my wife had some - What's the if I get in a wreck, my fault, how much I got to pay?", "Your deductible?", "Yep how much do y'all pay? How much do I pay?", "Well sir, it looks like your deductible- your deductible is is a thousand dollars, everything after we cover.", "A thousand.", "Yes sir.", "Oh.", "So today you're signing up for Auto Insurance through Rivertown Insurance. Liability coverage is fifty thousand, one hundred thousand, fifty thousand.", "Okay.", "With Collision and collateral Coverage. Your deductible is a thousand dollars. That's for any accident, whether the driver is insured or not. Whether you hit a tree or a car.", "uh huh.", "mister Reed, do you want to pay up front or monthy?", "let me ask my wife. She handles the-.", "Of course.", "We'll pay today.", "Great well you can pay over the phone or at our website if you'd like?", "Oh how do I do-.", "Well our website is Rivertown insurance dot com.", "Rivertown insurance dot com.", "Yep.", "Okay let me get on-.", "Sure thing.", "Got it. And where do I-.", "Well you can go to the top right, to create account.", "oh I okay.", "There it'll ask for some information from you. Don't Don't forget your customer ID.", "My customer ID, yea, okay. What else I need?", "Well, once you put it in, it'll you'll see a button to register.", "Register, okay.", "Then, well you can follow the instructions there and sign up for-.", "So I don't need to no offense, I don't need you no more right?", "No, mister Reed, but I'm happy to help when-.", "I appreciate it.", "I set it up so that so that you don't have Basically, your quote and plan are in there, you just need to sign up and pay.", "Pay online?", "Yep. Pay online and- did you get on?", "Yep I got it- I see the button, I think I got it from here.", "Great, well let me- just, it'll take a month before the befo- the plan starts one month from today.", "Right, okay.", "Great, mister Reed, is there any other way I can help you?", "No I I- I'll call you back if I need something. Mark right?", "Yep, my extension is four four five if you want to get to me.", "Four four five, got it. Thanks.", "Have a great day mister Reed.", "Thanks, bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_873_000", "insurance_873_001", "insurance_873_002", "insurance_873_003", "insurance_873_004", "insurance_873_005", "insurance_873_006", "insurance_873_007", "insurance_873_008", "insurance_873_009", "insurance_873_010", "insurance_873_011", "insurance_873_012", "insurance_873_013", "insurance_873_014", "insurance_873_015", "insurance_873_016", "insurance_873_017", "insurance_873_018", "insurance_873_019", "insurance_873_020", "insurance_873_021", "insurance_873_022", "insurance_873_023", "insurance_873_024", "insurance_873_025", "insurance_873_026", "insurance_873_027", "insurance_873_028", "insurance_873_029", "insurance_873_030", "insurance_873_031", "insurance_873_032", "insurance_873_033", "insurance_873_034", "insurance_873_035", "insurance_873_036", "insurance_873_037", "insurance_873_038", "insurance_873_039", "insurance_873_040", "insurance_873_041", "insurance_873_042", "insurance_873_043", "insurance_873_044", "insurance_873_045", "insurance_873_046", "insurance_873_047", "insurance_873_048", "insurance_873_049", "insurance_873_050", "insurance_873_051", "insurance_873_052", "insurance_873_053", "insurance_873_054", "insurance_873_055", "insurance_873_056", "insurance_873_057", "insurance_873_058", "insurance_873_059", "insurance_873_060", "insurance_873_061", "insurance_873_062", "insurance_873_063", "insurance_873_064", "insurance_873_065", "insurance_873_066", "insurance_873_067", "insurance_873_068", "insurance_873_069", "insurance_873_070", "insurance_873_071", "insurance_873_072", "insurance_873_073", "insurance_873_074", "insurance_873_075", "insurance_873_076", "insurance_873_077", "insurance_873_078", "insurance_873_079", "insurance_873_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": [ "Hello, yes are you there?", "Hey yea, can you hear me?", "Yes, yes, sorry to keep you waiting. This is Ricky- I see you're calling about your -.", "Yes my - I need to I think my insurance payments went up.", "Okay let me check on that- What's your name sir?", "Oh yeah I gave it to the robot thing- what I'd even do that for-.", "Sorry sir, just trying to verify-.", "Right, yeah okay- Robert.", "Robert, alright last name?", "Oh yeah Schlessinger, Robert Schlessinger.", "Spell that for me Mr.-.", "S, c, h, l, e, s, singer.", "S, c, h, l, e, s, i, n, g, e, r?", "That's, no two s's, s, s, i, n, g, e, r.", "okay. Got it, and can you give me your date of birth and insurance ID number?", "Yea August twenty-third, nineteen seventy eight.", "Okay.", "And my let me grab- it's six three, five nine, two four eight nine.", "Alright, I've got you pulled up, mister Schlessinger, and what was your problem?", "I normally I've been paying two hundred and eighty dollars a month, this month it looks like it went up? Three hundred and twenty dollars? What's going on?", "Oh yea, sir let me see why that is-.", "You insurance companies and your-.", "Well sir, it looks like your- our record shows that in May your your wife- well there's two new speeding tickets on her record.", "What? No that must be a no. That's a she doesn't have any- Let me ask her. Hold-.", "Okay sir.", "Honey, get on the phone- Tell this man you didn't get- two tickets? No- tell him.", "Linda?", "Yes sir, this is Linda- well, I I was going to tell you Robert, but it I took care of them. I did, yes who is this on the phone?", "This is Ricky ma'am- if you, well you can you can write to your city and ask them to remove them from your record.", "Oh really?", "Yea, or you can do driver's ed classes and they'll remove them and as soon as it's removed from your record, you'll it'll your billing will reflect that.", "Let me talk to him, hey Rick right?", "Ricky sir-.", "Ricky, this is Robert again, tell me what she needs to do.", "Well sir, she can she can write to your city representatives asking to have them removed from her record, which may work- or she can ask to take Driver's Ed courses to get them removed from her record. As soon as-.", "That's what she needs apparently. Some driving lessons- I don't understand she always-.", "Well sir, as soon as their removed, our billing department will adjust your payments.", "Okay well, we'll have to see about that- You can't just remove them? I mean she's not had any accidents or tickets or anything ever. I mean she's- we've both had a a clean record up until now. Shouldn't we be getting discounts?", "Well actually sir, she's she's had more than two tickets. I'm sorry sir to be-.", "She what? Her and I will have to talk about it-.", "And you have a ticket on your record too sir from about four years ago.", "Oh, oh yea. well, yeah okay. Okay.", "Sorry sir, after five years the tickets are removed from your record and your insurance- well after each year that you don't get a ticket your your rate decreases so, as long as-.", "Five years? But what if it was just a little speeding ticket.", "Well sir, that's just that's just how it works.", "Right, right, right. Okay- well. I think I've heard enough-.", "Well sir, sorry to break the bad news. Is there anything else I can do for you today?", "Not that I can well we we have a son- a kid that's about to start driving, how do I get him insured, how does that work?", "Well is he driving your vehicle?", "No, well, I mean we're teaching him, but no not not really.", "Okay, when he gets his license what will he be driving?", "we don't really know yet. We're shopping around. We may get a car from his grandpa, or uncle or someone, but I'm not sure yet.", "Okay, so he'll have his own vehicle?", "Yes, probably.", "Well what you'll do then is, well you can give me a call and we'll- Well do you have a pen and paper? If you want to write down my number, you can call me directly and get you the most affordable plan-.", "Sure hold on-.", "Sure thing.", "Okay- I like you Ricky, you tell me the truth.", "Happy to sir, okay are you ready?", "Yes.", "Okay, my direct line is eight six six, five nine five, sixty two seventy.", "Alright-.", "And my name is Ricky Greenfield.", "Ricky Greenfield. Five nine five, six two seven zero?", "Yes sir. Look you can give me a call when your son is ready to drive and I'll talk you through your best options. It'll involve some some moving names around on who drives what, you know because some cars just, well when you're a new driver your rates are high-.", "Right.", "And a safe reliable, less expensive car will lower your your rate.", "Right, great. Hey man, sorry to sorry to put you through, put you in the middle of that today.", "Oh it's no problem mister Schlessinger. I'm just trying-.", "Call me Robert.", "Sorry mister Robert- sorry. I was just just tring to help. Sorry to tell you that about your wife.", "It's okay Ricky, look I'll I'll call you when I'm ready to put my son on our insurance.", "Sounds good mister Schl- mister Robert. I can - well what's your number? Wait I've got is it eight six six, four nine two, three four, six four?", "Yep that's my cell.", "Great well if you'd like mister Robert, I can call you in five or six months when your son is about to start driving and we can talk about putting him on your plan?", "Yea sure, that works. Appreciate that.", "Happy to help mister Robert. Anything else I can do for you?", "No I don't think so, look I need to I need to go talk to my wife about, like all this. So I need to-.", "I totally understand mister Robert. Have a good day. I hope it all sorts itself out-.", "Oh it will. Take care Ricky.", "Will do." ], "dialogue_acts": [ [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ReportBillingIssue" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_874_000", "insurance_874_001", "insurance_874_002", "insurance_874_003", "insurance_874_004", "insurance_874_005", "insurance_874_006", "insurance_874_007", "insurance_874_008", "insurance_874_009", "insurance_874_010", "insurance_874_011", "insurance_874_012", "insurance_874_013", "insurance_874_014", "insurance_874_015", "insurance_874_016", "insurance_874_017", "insurance_874_018", "insurance_874_019", "insurance_874_020", "insurance_874_021", "insurance_874_022", "insurance_874_023", "insurance_874_024", "insurance_874_025", "insurance_874_026", "insurance_874_027", "insurance_874_028", "insurance_874_029", "insurance_874_030", "insurance_874_031", "insurance_874_032", "insurance_874_033", "insurance_874_034", "insurance_874_035", "insurance_874_036", "insurance_874_037", "insurance_874_038", "insurance_874_039", "insurance_874_040", "insurance_874_041", "insurance_874_042", "insurance_874_043", "insurance_874_044", "insurance_874_045", "insurance_874_046", "insurance_874_047", "insurance_874_048", "insurance_874_049", "insurance_874_050", "insurance_874_051", "insurance_874_052", "insurance_874_053", "insurance_874_054", "insurance_874_055", "insurance_874_056", "insurance_874_057", "insurance_874_058", "insurance_874_059", "insurance_874_060", "insurance_874_061", "insurance_874_062", "insurance_874_063", "insurance_874_064", "insurance_874_065", "insurance_874_066", "insurance_874_067", "insurance_874_068", "insurance_874_069", "insurance_874_070", "insurance_874_071", "insurance_874_072", "insurance_874_073", "insurance_874_074", "insurance_874_075", "insurance_874_076", "insurance_874_077", "insurance_874_078", "insurance_874_079", "insurance_874_080", "insurance_874_081", "insurance_874_082", "insurance_874_083", "insurance_874_084", "insurance_874_085", "insurance_874_086", "insurance_874_087", "insurance_874_088", "insurance_874_089", "insurance_874_090", "insurance_874_091", "insurance_874_092", "insurance_874_093", "insurance_874_094", "insurance_874_095", "insurance_874_096", "insurance_874_097", "insurance_874_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, and thank you for calling Rivertown Insurance how can I help you today?", "Hi, I I need to change my car insurance.", "Okay I can help you with that. Can I get your name please.", "Yeah, sure it's Mike Hunt.", "Hi Mike, I'm Tamara and what did you need to change on your policy?", "Well I would like to add another car to my policy.", "Okay we can do that. Will you be adding another driver also?", "Yeah I suppose I better add her on too.", "Okay great, do you have your policy number handy?", "Uh, no I don't have that on me right now.", "That's okay, we can verify your account another way. Can you please give me your complete address?", "Yeah, it's one four four one Claymore Street, Masury, Ohio.", "Okay great. And if I could get your social security number also please.", "Yeah, it's uh, two nine five, six one, one five eight one.", "Okay thank you. Now you said you need to add a vehicle to your policy?", "Yeah, got a car for my daughter now that she's moved back home.", "Okay, what type of car is it?", "It's uh, a twenty fifteen Ford Escape.", "Okay, and is that the S E model?", "Yeah, one of them little turbo boosted motors. Nice little car, should get her and the grandkid where they need to go.", "Oh that's nice, your daught and grandchild moved back home?", "Yeah, they did. She hooked up with some deadbeat that got her knocked up, now she's and the baby are back home with no sign of him.", "Oh okay, Mike, I do you have the VIN number or the license plate number for the Escape?", "You can look it up by license plate now?", "Yes, it makes it so much easier.", "Okay, I don't have the VIN number but I do have the plate number.", "Okay, whenever your ready.", "Yeah, hold on let me look out the window here, it's uh, uh, P R B one nine five.", "Okay I have P R B one nine five.", "Yeah that's right.", "Okay, I have a two thousand and fifteen Ford Escape S E, five door with the one point four liter engine.", "Yep that's it.", "Okay great. Now do you have a loan on the car?", "No, I uh, paid cash for it. Loans on cars are dumb, they lose value as soon as you pull them off the lot.", "Okay great. Now what type of coverage are you looking for on this vehicle? Full coverage, state minimums?", "No she don't need no full coverage, just the state minimum is fine.", "Okay and you said she has a child she will be transporting in the car?", "Yeah.", "Would you like to add on road side service? If she gets a flat or needs towed she's covered.", "Uh, how much to add that on?", "It's just an extra ten dollars a month.", "Yeah, you better add that on, she don't need to break down with the little one in the car and I'm to damn old to be changing tires for her.", "Okay great. And you also said you needed to add her on to your policy right?", "Yeah, I need to get her on there so she's covered.", "Okay, do you have her driver's license handy?", "Um, hold on one second let me get it off her.", "Okay.", "Lily, get me your drivers license. Sorry she will just be a second.", "That's okay Mike.", "Okay here she is with it.", "Okay great. What is your daughter's full name?", "Lily Hunt.", "Okay and the address is the same as yours?", "Yeah.", "Great. And her social security number?", "Lil, what's your social? Okay it's two eight five, what? Speak up. nine six, seven eight two four.", "Okay I have two eight five, nine six, seven eight two four.", "Yeah that's right.", "Okay and her driver's license number.", "It's Q U one six one four seven two.", "Okay that was Q U one six one four seven two?", "Yeah that's right.", "Now Mike it looks like your daught had an at fault accident last year.", "Yeah she did, totaled her car. I don't think she had insurance either, that deadbeat was taking all her money.", "Okay, is she required to carry an S R twenty-two?", "No I don't think so.", "Okay. So give me just one second here and I will give you a quote on what it's going to cost to add her to your policy.", "That's okay.", "Okay so to add the Escape and your daughter to your policy with state minimum coverage, you are looking at an increase of one hundred and seventy dollars a month.", "Jesus! Is that because of that accident she had?", "Yes, she was at fault additionally the type of vehicle.", "Okay well she's gotta be insured and so does the car so. What does that bring my monthly total to?", "Your monthly total is, three hundred and eighty-one dollars and sixty-seven cents.", "Jesus. And that's the cheapest right?", "Yes sir.", "Alrighty then.", "Okay, I will just need to get one twenty-five off of you today and that will start her coverage today.", "Okay let me grab my credit card.", "Sure.", "Okay I got it.", "Okay I'm ready whenever you are.", "It's two four six eight, one nine five three, six one eight one, two two three seven.", "Okay I have two four six eight one nine five three six one eight one two two three seven?", "Yeah that's right.", "Okay and the experation date?", "It's uh, oh six twenty-four.", "That's zero six twenty-four.", "Right.", "And the three digit security code from the back.", "Eight eight one.", "Eight eight one.", "Yep.", "Okay, I will have your new policy in the mail today with your new insurance cards.", "Okay great.", "Until they come in, your daughter can access our app should she need proof of insurance. Okay, Mike, is there anything else I can do for you today?", "Uh, no that's about it I guess.", "Okay great, well thank your for choosing Rivertown Insurance and you have a good day okay.", "Yeah, Thanks you too. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangePlan" ], [], [], [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_875_000", "insurance_875_001", "insurance_875_002", "insurance_875_003", "insurance_875_004", "insurance_875_005", "insurance_875_006", "insurance_875_007", "insurance_875_008", "insurance_875_009", "insurance_875_010", "insurance_875_011", "insurance_875_012", "insurance_875_013", "insurance_875_014", "insurance_875_015", "insurance_875_016", "insurance_875_017", "insurance_875_018", "insurance_875_019", "insurance_875_020", "insurance_875_021", "insurance_875_022", "insurance_875_023", "insurance_875_024", "insurance_875_025", "insurance_875_026", "insurance_875_027", "insurance_875_028", "insurance_875_029", "insurance_875_030", "insurance_875_031", "insurance_875_032", "insurance_875_033", "insurance_875_034", "insurance_875_035", "insurance_875_036", "insurance_875_037", "insurance_875_038", "insurance_875_039", "insurance_875_040", "insurance_875_041", "insurance_875_042", "insurance_875_043", "insurance_875_044", "insurance_875_045", "insurance_875_046", "insurance_875_047", "insurance_875_048", "insurance_875_049", "insurance_875_050", "insurance_875_051", "insurance_875_052", "insurance_875_053", "insurance_875_054", "insurance_875_055", "insurance_875_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": [ "Good Morning, and thank you for calling Rivertown Insurance how can I help you today?", "Hi, my name is Maybelle Clearmont, I need to change my billing cycle.", "Okay, I can help you with that miss Clearmont. Do you have your policy number handy?", "Um, no I don't.", "That's fine, we can verify your account another way.", "Okay.", "Can you please give me your address?", "Uh, it's six one eight Pfeiffer Street.", "And the city and state?", "Oh, that's Niles, Ohio. Sorry about that.", "Nope no problem. Okay now if I can get your social security number please.", "Yeah, uh, it's one two nine, three eight, five five six one.", "Okay that was one two nine, three eight, five five six one?", "Yeah that's it.", "Okay great. Can you receive texts?", "yeah I can.", "Okay I'm going to send a code to the number we have on file, when you get the text please read me the code.", "Okay I can do that.", "Okay, while we wait for that code...", "Oh! I just got it do you want it now?", "Yes that will be fine.", "Okay, it's five five six one.", "Okay that was five five six one?", "Yes.", "Okay great. Now you needed to change your billing frequency?", "Yes, I want to switch from paying every six months to the monthly plan.", "Okay we can do that, now I also need to tell you that there is a small administration fee that's added on for monthly payments.", "Oh, uh, okay.", "Now you are in the middle of your cycle, so your next payment wouldn't be due until the first of September.", "Oh that's good. can I pay it early?", "Well we will send out your billing statement around the middle of August, so you can pay it as soon as you get the bill or wait until your due date.", "Okay, how much will my monthly payments be?", "Your monthly payments will be one hundred and ten dollars a month.", "Oh that's not to bad, better than trying to come up with a bunch in one go.", "Yes, our monthly payment plans are easier for most people financially.", "Is there anything else I need to do to set this up?", "Nope, I have all the information handy here, we will go ahead and switch that over for you.", "Great.", "Now, miss Clearmont, I have noticed that you haven't had an insurance review in several years. Can I set up an appointment for one of our agents to give you a call and see if we need to adjust your insurance?", "What's an insurance review?", "We just see what life changes you have had, see if we need to make changes to your policy, add things on take things off. We strive to make sure all of our clients have the proper insurance to cover all of their needs.", "Um, well how long does it take?", "Usually we can go through everything in as little as fifteen minutes.", "Oh, well that's not to bad. Yeah ok set me an appointment.", "Great. When is a good time for one of our agents to give you a call? Do you prefer mornings or afternoons?", "Um, well early afternoons work best for me, I can do it on my lunch break.", "Great, what time would work for you? Twelve thirty, one, one thirty?", "I think one would work the best.", "Great. Now is there a particular day of the week that works best for you?", "Um, Wednesday would be best I think, things should be quiet then.", "Okay great so I have set you with an appointment for one of our agents to call you next Wednesday July Twenty-first at one p.m. Will that work for you?", "Okay that sounds good.", "Great, is there anything else I can do for you while we are on the line?", "Um, no I think that's about it.", "Okay than you have a great day and thank you for choosing Rivertown Insurance.", "Thank you. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_876_000", "insurance_876_001", "insurance_876_002", "insurance_876_003", "insurance_876_004", "insurance_876_005", "insurance_876_006", "insurance_876_007", "insurance_876_008", "insurance_876_009", "insurance_876_010", "insurance_876_011", "insurance_876_012", "insurance_876_013", "insurance_876_014", "insurance_876_015", "insurance_876_016", "insurance_876_017", "insurance_876_018", "insurance_876_019", "insurance_876_020", "insurance_876_021", "insurance_876_022", "insurance_876_023", "insurance_876_024", "insurance_876_025", "insurance_876_026", "insurance_876_027", "insurance_876_028", "insurance_876_029", "insurance_876_030", "insurance_876_031", "insurance_876_032", "insurance_876_033", "insurance_876_034", "insurance_876_035", "insurance_876_036", "insurance_876_037", "insurance_876_038", "insurance_876_039", "insurance_876_040", "insurance_876_041", "insurance_876_042", "insurance_876_043", "insurance_876_044", "insurance_876_045", "insurance_876_046", "insurance_876_047", "insurance_876_048", "insurance_876_049", "insurance_876_050", "insurance_876_051", "insurance_876_052", "insurance_876_053", "insurance_876_054", "insurance_876_055", "insurance_876_056", "insurance_876_057", "insurance_876_058", "insurance_876_059", "insurance_876_060", "insurance_876_061" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance, my name is Gayle. To better assist, may I have the account number for your policy?", "Hey my name is Daniel Haygood. I tried logging into my account to see how my claim was going and I can't get in and now it says I'm locked out.", "Oh I'm sorry to hear this mister Haygood, but I'd be happy to help you reset your password so you may access your account. Could I h-have the account number for your policy?", "Account number.", "Yes si-.", "eight one nine.", "okay that's eight one nine.", "let me see eight one nine nine seven six.", "nine seven six.", "two three eight.", "two three eight.", "nine two four zero.", "nine two four zero okay thank you for that information sir give me one moment - okay sir I'm not able to locate an account with that number. To conf-.", "um the last number is eight.", "nine two four eight?", "Yeah that's it, I had to get my glasses, I can't see anything right without these .", "I understand, give me one my moment while I pull up that account.", "My w-wife is always telling me I need to wear them regularly. I guess I need to start listening.", "It's no problem sir, one moment okay got it. For verification purposes, could you provide the name of your high school?", "Bakersfield High.", "Thank you! Okay let's see I see your account was restricted due.", "Yeah I tried to log in this morning but I think I kept putting the wrong password in, cause it locked me out.", "Okay let's get that password reset for you. Are you able to access the login screen right now?", "Where I put my password in?", "Yes sir, that's it.", "Okay yeah one sec. Okay I got it pulled up.", "Alright go ahead and type in your user name for me.", "It's d-haygood-sixty-two.", "Ok can you type that into the screen where it says username.", "it's already up that there, you want me to type it again?", "oh no sir I d-didn't know you had it saved. Y-you can leave it like it is. one moment. okay I've set your temporary password to Spring four five six, Spring has a capital S.", "Ok.", "okay can you type Spring four five six into the screen where it says password.", "yeah okay Spring four five six oh wait let me capitalize the S okay that's Spring four five six got it do I hit login now?", "Yes sir you can hit login.", "Okay I logged in now it says please reset your password I thought you did that?", "Um yes sir I gave you a temporary password to get in to your account. Now you can change your password to something only you will know.", "Oh no I need to change it to something my wife will know too cause she has to login too.", "I understand, you can go ahead and ch-change your password and them you can give it to your wife so she has it.", "Alright hold on. #Um let me see.", "Yes sir.", "K I got it let me write it down. ok I got it.", "Great, can you try to log in so we can be sure your password was updated?", "Oh yeah let's do that before I let you go. Okay let's see hit login annnnd okay got it, I'm in now. How do I see my claim? My wife put it put it in last Thursday I think.", "Do you see the orange button on the right hand side that says claims?", "Uh huh, do I click that?", "Yes sir, if you click that it'll s-show all the claims you've submitted in the last twelve months.", "Well we only put in one.", "Ok, that claim wil show when you click that button.", "Oh, okay hold on. Okay I clicked it and it says additional information needed. What information?", "#Hmm, for that information you'd need to speak with out claims department. Would you like me to transfer.", "You don't see the claims?", "#Um yes sir I can see them, but I can't see what additional information the insurance adjuster needs to process them. I can transfer you to the claims depart-.", "No I'll let my wife call back she handles all this stuff. I was just trying to see if they got it.", "Okay I understand, was there anything else I could assist you with today?", "#Um yeah, you got the winning lottery numbers? .", "#Um no sir, unfortunately I can't assist with that.", "You have a good day, what was your name again?", "It's Gayle.", "Well you have a good day Gayle.", "You too, mister Haygood. And thank you for calling Rivertown Insurance. Please know you may receive a brief survey regarding our interaction and my assistance.", "Okay, thank you." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_877_000", "insurance_877_001", "insurance_877_002", "insurance_877_003", "insurance_877_004", "insurance_877_005", "insurance_877_006", "insurance_877_007", "insurance_877_008", "insurance_877_009", "insurance_877_010", "insurance_877_011", "insurance_877_012", "insurance_877_013", "insurance_877_014", "insurance_877_015", "insurance_877_016", "insurance_877_017", "insurance_877_018", "insurance_877_019", "insurance_877_020", "insurance_877_021", "insurance_877_022", "insurance_877_023", "insurance_877_024", "insurance_877_025", "insurance_877_026", "insurance_877_027", "insurance_877_028", "insurance_877_029", "insurance_877_030", "insurance_877_031", "insurance_877_032", "insurance_877_033", "insurance_877_034", "insurance_877_035", "insurance_877_036", "insurance_877_037", "insurance_877_038", "insurance_877_039", "insurance_877_040", "insurance_877_041", "insurance_877_042", "insurance_877_043", "insurance_877_044", "insurance_877_045", "insurance_877_046", "insurance_877_047", "insurance_877_048", "insurance_877_049", "insurance_877_050", "insurance_877_051", "insurance_877_052", "insurance_877_053", "insurance_877_054", "insurance_877_055", "insurance_877_056", "insurance_877_057", "insurance_877_058", "insurance_877_059", "insurance_877_060", "insurance_877_061", "insurance_877_062", "insurance_877_063", "insurance_877_064", "insurance_877_065", "insurance_877_066", "insurance_877_067", "insurance_877_068", "insurance_877_069", "insurance_877_070", "insurance_877_071" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Thank you for calling Rivertown Insurance. My name is Joann, how may I assist you today?", "Yes I'd like to cancel my policy.", "Okay, we're definitely sorry to hear this. May I have your name and the reason for your cancelation?", "Leslie Grimes and my payment increased and I found something cheaper.", "Let me take a look at that for you. Could you provide your policy number?", "Oh I don't have that, I gotta get my bill folder.", "That 's no problem. What about your addess?", "I think the number is eight nine three.", "It's okay, we can pull it up with your property address.", "seven three two five Rosebush Grove.", "And your zip code?", "oh it's three four six five eight.", "Got it, to confirm that seven three two five Rosebush Grove Sandy Georgia three four six five eight.", "Yeah I know the premium went up I think twenty dollars on my last bill.", "G-give me just one moment to access your account.", "OK.", "And for security purposes, you could verify your mother's maiden name?", "Charles oh no wait my mother's maiden name it's Ricks, Charles is mine.", "Thank you for verifying that information, missus Grimes. I do see your homeowners insurance policy premium did increase by seventeen dollars monthly.", "Right, I found a diff different company for one thousand dollars and I told my husband it would m-make more sense to switch.", "Ok well we do understand savings and want to make sure you're getting the best rates but also make sure you have proper coverage, is the other company covering up two hundred fifty thousand?", "It was Ray how much coverage was the insurance with that new company ok my husband said it was one fifty.", "Okay well our premiums did increase however we are still offering quite more than the company you may be switching to and.", "Well I didn't know the coverage for this one was two fifity.", "Yes ma'am let's see you currently have two hundred and fifty thousand coverage and a deductible of five hundred.", "oh I guess we know why it's cheaper now.", "Yes ma'am our coverage is a bit more than what they're offering. And I do see you may qualify for a -one moment- a ten dollar discount monthly if you enroll in our auto pay program.", "I'm not on that now?", "On auto pay?", "Yeah I thought I set it up oh no I didn't that was my car insurance okay nevermind don't cancel it but can you set up autopay now.", "Yes ma'am we can take care of that right now. okay so let's get that started for you. I'd just need a credit card or checking account to put on file.", "Y'all have my checking account information.", "Uh no ma'am we don't have any payment information saved on file for this account.", "Oh, well how have I been paying?", "Let's see it looks like y-you have been making payments using our automated system.", "And it doesn't save the information?", "No ma'am for security purposes and things like that it's not stored.", "okay hold on ok it's four.", "one moment ma'am may I have the name on the card.", "It's in my name.", "Okay so Leslie Grimes and what type of card is it?", "It's a credit card.", "I mean is it a Visa, Mastercard, or.", "Oh it's a Visa card.", "Okay go ahead with your card number when you're ready.", "Okay card number four eight eight one.", "four eight eight one.", "nine five six six.", "nine five six six.", "four zero zero zero.", "four zero zero zero.", "nine four three one.", "nine four three one and the CVV code.", "Huh.", "What's the security code? The code on the back of the card.", "Oh. Six one three.", "Six one three and the expiration date.", "one twenty three.", "And expiration date January twenty twenty three okay missus Grimes do I have your permission to place this card on file and begin automated payments for this account?", "What day will the payments be on?", "Uh let's see one moment. Your payments are due on the third of every month. So a payment will be processed to this card starting next month which is September three rd.", "Can I change my date to the the fifteenth?", "Yes ma'am but see the third has passed a second payment will be processed on the fifteenth if you change it today.", "Oh no don't worry about it then.", "Okay. So okay do I have your permission to place this card on file and begin au-automatic payments for this account?", "Yeah.", "Okay give me one moment to get this processed. Okay your changes have been processed and you are enrolled in our auto draft program, your payments will now be one hundred and seven dollars monthly and they will be processed on the fifteenth of every month beginning up next month.", "Okay.", "Was there anything else I could assist you with today?", "Um, no that's it. Thank you.", "You're welcome. Thank you for calling Rivertown Insurance, please remain on the line for a brief survey and have a good day.", "Thank you, you too." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_878_000", "insurance_878_001", "insurance_878_002", "insurance_878_003", "insurance_878_004", "insurance_878_005", "insurance_878_006", "insurance_878_007", "insurance_878_008", "insurance_878_009", "insurance_878_010", "insurance_878_011", "insurance_878_012", "insurance_878_013", "insurance_878_014", "insurance_878_015", "insurance_878_016", "insurance_878_017", "insurance_878_018", "insurance_878_019", "insurance_878_020", "insurance_878_021", "insurance_878_022", "insurance_878_023", "insurance_878_024", "insurance_878_025", "insurance_878_026", "insurance_878_027", "insurance_878_028", "insurance_878_029", "insurance_878_030", "insurance_878_031", "insurance_878_032", "insurance_878_033", "insurance_878_034", "insurance_878_035", "insurance_878_036", "insurance_878_037", "insurance_878_038", "insurance_878_039", "insurance_878_040", "insurance_878_041", "insurance_878_042", "insurance_878_043", "insurance_878_044", "insurance_878_045", "insurance_878_046", "insurance_878_047", "insurance_878_048", "insurance_878_049", "insurance_878_050" ], "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" ], "utterance": [ "Hello? I am needing to speak to an agent.", "Hi there this is Dan with Rivertown Insurance. How can I help you?", "Oh. good. Finally got through. yeah I need to pay my bill.", "Ok well I would be happy to take your payment over the phone for you today.", "Cool so I am ready.", "Wonderful. Can I please start with a name?", "Name is Karen. Karen Robinson.", "Thank you Miss Robinson. I am happy to help you today. I will now need your account number please.", "Well I don't have it so hopefully you can just look it up?", "Yes we can do that. I will need to ask you a few more questions to access your account. Let's see here can you please tell me your birth date?", "Ok my birthday is March eleventh nineteen sixty.", "Let me just read that back to you. I have your date of birth as March eleven nineteen sixty.", "Yeah that is right.", "Wonderful I will now need your social security number please?", "Uh ok. Five two three nine nine seven six four two.", "Great. Last but not least I will need you to answer the security question you chose a while back when you set up your account?", "Hmm ok I hope I remember!", "What was the name of your first pet?", "Oh that is an easy one. My little Fluffy.", "Fluffy. Excellent. I have a Fluffy myself. She is chow chow.", "Oh neat. Mine was a kitten. Back when I was a little girl. A long time ago .", "Alright Miss Robinson I have your account pulled up now and I would be happy to take your payment.", "Ok good. I was trying to pay online and getting quite very frustrated with the site. It is a mess!", "I am sorry to hear that. Sometimes it can be easier to just pay over the phone for some customers.", "Yes I prefer doing it over the phone anyway.", "Well I am happy to take that payment whenever you are ready.", "Ok fine I will be paying with my credit card. But first please remind me the balance due?", "Certainly your balance is two hundred nineteen dollars and fourty seven cents. This was due on the tenth.", "Ok that's right. I would have paid sooner if I could have used the website!", "No worries. It is only the twelth and there are no late charges as of yet.", "Well good. Okay my card number is four four three seven nine eight one one nine zero six four eight one two two.", "Alright let me just go ahead and read that back to you I have here four four three seven nine eight one one nine zero six four eight one two two.", "That is correct, Sir.", "Okay fantastic. Now can you please tell me the expiration date of the card?", "Yeah eleven twenty twenty six.", "Okay and then the cvv number please?", "Yeah that is four seven two.", "Great so I will be processing a payment of two hundred nineteen dollars and fourty seven cents to you card ending in eight one two two.", "Okay.", "It looks like the payment has posted. Would you be interested in setting recurring payments with this card?", "Oh no. I do not. I do not want recurring payments. I like to look over my bill each month.", "Okay no problem at all. You are welcome to call in whenever you'd like and pay over the phone. You are also able to bay by mail or online of you ever choose to.", "Yeah I guess I will be calling each month then. Seems to be the best way for me.", "I understad well please let me provide you with a confirmation number and I will also be sending you a receipt via email.", "Ok actually I do not I can't write down anything right now I am I will be fine just with the email receipt. If I don't get it I will just call back.", "I will send the email receipt over right now. For the email address I have Sunnysixty at xyz dot com?", "Yes that is right. That is sixty written six zero right?", "Yes ma'am. The email has been sent and the balance is now zero. Is there anything else I can do for you today?", "No not that I can think of. I think we are dine here.", "Okay well you have a super day and thank you so much for calling Rivertown insurance today! Good bye.", "See ya." ], "dialogue_acts": [ [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_879_000", "insurance_879_001", "insurance_879_002", "insurance_879_003", "insurance_879_004", "insurance_879_005", "insurance_879_006", "insurance_879_007", "insurance_879_008", "insurance_879_009", "insurance_879_010", "insurance_879_011", "insurance_879_012", "insurance_879_013", "insurance_879_014", "insurance_879_015", "insurance_879_016", "insurance_879_017", "insurance_879_018", "insurance_879_019", "insurance_879_020", "insurance_879_021", "insurance_879_022", "insurance_879_023", "insurance_879_024", "insurance_879_025", "insurance_879_026", "insurance_879_027", "insurance_879_028", "insurance_879_029", "insurance_879_030", "insurance_879_031", "insurance_879_032", "insurance_879_033", "insurance_879_034", "insurance_879_035", "insurance_879_036", "insurance_879_037", "insurance_879_038", "insurance_879_039", "insurance_879_040", "insurance_879_041", "insurance_879_042", "insurance_879_043", "insurance_879_044", "insurance_879_045", "insurance_879_046", "insurance_879_047", "insurance_879_048", "insurance_879_049", "insurance_879_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 afternoon, thank you for calling Rivertown Insurance. My name is Holly, how may I assist you today?", "Hey Holly how are you?", "I'm well, how are you doing today?", "I'm good. I need to change my address with y'all.", "Sure! I'd be happy to help get your address updated. Could I have your name and account number.", "Oh yeah name is Roger Finley. I don't know my account number though, is it on my billing statement?", "Yes sir, if you'll look at the top left hand corner of your bill you should see a eight digit account number.", "Okay hold on let me grab my bill. #Um it was right here hold one second.", "Yes sir.", "Um I did have it this morning oh here it goes okay now alright let's see top right corner.", "No sir it's in the top left hand corner.", "oh left okay let's see top left hand corner okay it's one three six.", "one three six.", "yeah one three six four nine four two two.", "okay that's one three six four nine.", "Uh huh.", "four two two.", "Yup you got it.", "okay great thank you for that information. One moment. #Um for security purposes could you verify your mother's maiden name?", "Davis.", "ok thank you for verifying that information. #Um the address listed for you is fifty six carlson drive.", "yeah I need to change that to seven three two lakeshore lane.", "okay just a moment let me get to that screen.", "yeah I bought a house so I need to have my mail sent to my new address.", "Oh congratulations on your new home!", "Thank you!", "You're welcome! #Um okay we've g-got the old address removed. Could you repeat your new address for me?", "New address yes it's seven three two lakeshore lane.", "thank you, and what's th-the zip code for the new address.", "zip code fairville, florida nine four eight five nine.", "alright that's seven three two lakeshore lane, Fairville, Florida nine four eight five nine.", "Uh huh.", "okay give me just one moment to get this update processed.", "okay can you tell me what monthly payment is too?", "Sure give me one moment to give update your address then we can look at your payment information.", "Okay yeah that's fine.", "Alright your address has been updated. Please allow up to twenty-four hours for this update to take effect.", "ok thank you.", "okay now you also wanted to know your monthly premium, so let's take a look at that.", "Yes please.", "Okay I show here your monthly premium amount is one hundred and four dollars.", "Alright, one oh four, and it's due on the fifteenth?", "No sir it's due on the nineteenth of every month.", "Oh it's the nineteenth?", "Yes sir.", "Oh okay let me write that down. It's one oh four and due on the nineteenth.", "Yes sir you got it.", "Ok good ok thank you for your help Holly.", "That's no problem. #Um was there anything else you needed help with today?", "#Um got my address changed, payment info and due date. that'll that'll be all I need today. Thank you.", "You're welcome! Thank you for calling Rivertown Insurance, have a great day!" ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_880_000", "insurance_880_001", "insurance_880_002", "insurance_880_003", "insurance_880_004", "insurance_880_005", "insurance_880_006", "insurance_880_007", "insurance_880_008", "insurance_880_009", "insurance_880_010", "insurance_880_011", "insurance_880_012", "insurance_880_013", "insurance_880_014", "insurance_880_015", "insurance_880_016", "insurance_880_017", "insurance_880_018", "insurance_880_019", "insurance_880_020", "insurance_880_021", "insurance_880_022", "insurance_880_023", "insurance_880_024", "insurance_880_025", "insurance_880_026", "insurance_880_027", "insurance_880_028", "insurance_880_029", "insurance_880_030", "insurance_880_031", "insurance_880_032", "insurance_880_033", "insurance_880_034", "insurance_880_035", "insurance_880_036", "insurance_880_037", "insurance_880_038", "insurance_880_039", "insurance_880_040", "insurance_880_041", "insurance_880_042", "insurance_880_043", "insurance_880_044", "insurance_880_045", "insurance_880_046", "insurance_880_047", "insurance_880_048", "insurance_880_049", "insurance_880_050", "insurance_880_051", "insurance_880_052", "insurance_880_053", "insurance_880_054", "insurance_880_055", "insurance_880_056", "insurance_880_057", "insurance_880_058", "insurance_880_059", "insurance_880_060", "insurance_880_061", "insurance_880_062", "insurance_880_063", "insurance_880_064", "insurance_880_065" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi, thank you for calling Rivertown Insurance. My name is Brenda, how may I help today?", "Hey Brenda I need to set up some insurance.", "sure, what type of insurance are you looking to.", "I just moved into an apartment and I need to cover my furniture and stuff.", "Ok, we can definitely assist with that. Do own this apartment or are you renting?", "Oh no I I don't own it.", "Okay, let's take a look at some renters insurance quotes in your area. Can you provide your first and last name for me.", "Kyle Harper.", "Thank you Kyle, and what's your address.", "#Um can you tell me how much the insurance is first.", "In order to provide you with accurate quotes, I'll need to know the address for the property you'd like to cover.", "So wait, you're going to charge me based on my address.", "Well the way it works is.", "Cuz that doesn't sound fair.", "Our plans are priced by the prices are determined by the average prices of insurance in your area, in order to maintain competitive prices and coverage.", "#Umhm. My address if thirty four union square apartment four C Loskin, California four nine three one six.", "Thank you sir. Please give me just a sec to pull up our coverage plans in your area.", "I just enough coverage to cover my furniture and my game system.", "Sure, okay let's see our basic plan in your area is two hundred dollars for yearly coverage.", "Okay let's do that.", "Now I know you said you you wanted to cover your game console.", "Right yeah I want that covered.", "Do you have any other electronics or anything in the home? Like a computer, music system, etc.", "#Um, I do have a laptop. And I have a kitchen mixer and it was almost four hundred dollars so I want that covered too.", "Well we do offer a preferred plan for three hundred dollars which offers more coverage.", "#Um I didn't even think about that yeah okay let's do the preferred coverage.", "No problem! I'll just need to get a bit more information from you.", "Is it gonna take long? Cause I have a doctor's appointment in just a bit. I may have to call back.", "#Um it shouldn't, no it shouldn't take too long. I just need to create your policy and get your payment information.", "Okay but if it takes too long I'll have to call back.", "Sure, may I have an email address to place on file for you?", "Yeah email address let's go with my business address it's kyle harper at ukonllc dot com.", "Alright that's your first and last name at u-c-o-n-l-l-c dot com.", "no with a k u-k-o-n-l-l-c.", "Oh I'm sorry that's your first and last name at u-k-o-n-l-l-c dot com.", "yeah hm.", "Okay thank you for that information. And for security purposes we'll need to set up a security question to access your account. Could you provide your mother's maiden name?", "yeah her maiden name was Sherry Bush.", "Okay so Bush will be the answer for the security question. So when you call you'll need to provide that information in order to access your account.", "okay.", "Okay so I've gotten your account set up, would like to make weekly excuse monthly would you like to make monthly payments for this coverage or would you like to pay in full today.", "#Uh if I pay in full when will the money be pulled from my account?", "All payments are processed in three to five business days.", "Okay yeah okay I'll pay it all today.", "Great, okay and will you be using a credit card or checking account to make that payment today?", "Credit card I'll be using a credit card.", "Alright and what type of card is it.", "Mastercard.", "Okay one moment alright you can go ahead with your card number.", "five four three six.", "five four three six.", "nine zero zero zero.", "nine zero zero zero.", "eight six nine one.", "eight six nine one.", "nine nine seven three.", "nine nine seven three okay and the expiration date.", "eleven twenty-three.", "okay expiration date is November two thousand twenty-three and the security code on the back please.", "yup it's four six six.", "alright four six six got it okay mister Harper do you authorize me to make a payment of three hundred dollars to this credit card in order to purchase one year of renters insurance from Rivertown Insurance.", "yeah hm that's fine.", "Alright thank you for your purchase. Your payment has been authorized and will show on your card statement within three to five business days.", "K did you need anything else from me I gotta go.", "I understand, no sir that is all I needed, you will receive an email with your policy information and instructions to set up your online account. Thank you again for selecting Rivertown Insurance.", "ok thank you bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_881_000", "insurance_881_001", "insurance_881_002", "insurance_881_003", "insurance_881_004", "insurance_881_005", "insurance_881_006", "insurance_881_007", "insurance_881_008", "insurance_881_009", "insurance_881_010", "insurance_881_011", "insurance_881_012", "insurance_881_013", "insurance_881_014", "insurance_881_015", "insurance_881_016", "insurance_881_017", "insurance_881_018", "insurance_881_019", "insurance_881_020", "insurance_881_021", "insurance_881_022", "insurance_881_023", "insurance_881_024", "insurance_881_025", "insurance_881_026", "insurance_881_027", "insurance_881_028", "insurance_881_029", "insurance_881_030", "insurance_881_031", "insurance_881_032", "insurance_881_033", "insurance_881_034", "insurance_881_035", "insurance_881_036", "insurance_881_037", "insurance_881_038", "insurance_881_039", "insurance_881_040", "insurance_881_041", "insurance_881_042", "insurance_881_043", "insurance_881_044", "insurance_881_045", "insurance_881_046", "insurance_881_047", "insurance_881_048", "insurance_881_049", "insurance_881_050", "insurance_881_051", "insurance_881_052", "insurance_881_053", "insurance_881_054", "insurance_881_055", "insurance_881_056", "insurance_881_057", "insurance_881_058", "insurance_881_059", "insurance_881_060", "insurance_881_061", "insurance_881_062", "insurance_881_063", "insurance_881_064", "insurance_881_065", "insurance_881_066", "insurance_881_067", "insurance_881_068", "insurance_881_069", "insurance_881_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": [ "Good evening thank you for calling Rivertown Insurance! My name is Sandra and who do I have the pleasure of speaking with?", "Hey my name is Rachel Clover.", "Hi miss Clover how may I assist you today.", "I received a notice that my policy that policy was going to lapse but I don't think that's right.", "Oh okay I'd be happy to look into that for you. Could you provide me with your account number?", "I don't have it I think I threw the notice away can you pull it up with email address?", "#Uh I can't use your email but let's try your birthday?", "Yeah ok my birthday is oh eight twelve eighty three.", "That's August eighth, nineteen eighty three.", "Yes ma'am that's right.", "Okay thank you for that information. To verify your account could you provide your social security number.", "#Um can you use something else I don't feel comfortable giving that information.", "I understand I do apologize but without your account number I would need your social security number to verify your account. I assure though all of your information is kept securely.", "I know one of my friends had her identity stolen by just just putting her social security number in on the internet.", "Oh I'm definitely sorry to hear that. Your information provided here is only used to verify your account information and is not written down or stored anywhere besides your account.", "#Um okay it's four nine six one nine six seven four three.", "Thank you for that information. And may I have your phone number.", "eight nine four zero.", "Thank you could you provide the full number starting with your area code.", "Oh my god do you really need all this.", "Yes ma'am in order to ensure your information is kept secure and only provided to you we do need to verify your information.", "Fine six four one nine three three eight nine four zero.", "Thank you! one more thing can you verify your high school?", "Eastdale High is that all my goodness I didn't know I'd have to go through all this I don't even know why my account is being canceled.", "Ok thank you for verifying, now let's take a look at your account. Ok it looks like your monthly premium payment is seven days past due.", "Oh really.", "Yes ma'am but we do have a ten day grace period so your account has not lapsed at this time. #Uh would you like to go ahead and take care of this payment.", "Yeah let's go ahead and pay it.", "Okay I'd just need.", "Hold on let me get my card.", "Sure no prob- that's no problem.", "Okay I'm ready what info you need first?", "Yes what type of card are you using today?", "It's a mastercard oh wait no this is my Visa yeah it's a Visa.", "Okay go go ahead with your card number.", "yeah it's four nine six four.", "alright that's four nine six four.", "three two one one.", "three two one one.", "six nine wait no six eight yeah six eight six seven.", "ok six eight six seven.", "eight zero zero zero.", "eight zero zero zero okay your expiration date.", "it's eleven twenty three.", "Thank you, that's November twenty twenty-three.", "Yeah that's it.", "Alright and your security code on the back?", "Oh three four one.", "Thank you three four one and do I have your permission to process this payment of one hundred and seven dollars?", "Well what choice do I have?", "#Um I do still need you to confirm you authorize the payment in order to process it.", "Yeah yeah yeah yes you have my permission.", "Okay thank you. I have processed your payment of one hundred and seven dollars to the card provided. Your account is now current and your next payment is due.", "Can you just take the payment from this card every month?", "Okay so you'd like to use this card to set up auto pay, is that correct?", "So the payment will just automatically come out my account every month right?", "Yes that means the payment will every month this card will be used to make your payment.", "Okay yeah let's do that and what day will it be taken out.", "let's see your payment is due on the fourth of every month so it will taken on that date.", "Ok.", "Alright give me just a moment to get you enrolled.", "Hey can you tell me when my policy expires too when it's up for renewal.", "Sure ok we've gotten this card set up on automatic payments. Alright let me take a look at your contract status.", "Ok.", "Alright this current contract expires on June fourth two thousand twenty-two.", "Oh yeah okay #Um that's fine okay that's all.", "Alright we've gotten that taken care of was there anything else I could assist you with today?", "No that was all.", "Alright thank you for calling Rivertown Insurance please hold on the line.", "No I don't have time I'm walking into work.", "Okay thank you for calling Rivertown Insurance and have a great day." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_882_000", "insurance_882_001", "insurance_882_002", "insurance_882_003", "insurance_882_004", "insurance_882_005", "insurance_882_006", "insurance_882_007", "insurance_882_008", "insurance_882_009", "insurance_882_010", "insurance_882_011", "insurance_882_012", "insurance_882_013", "insurance_882_014", "insurance_882_015", "insurance_882_016", "insurance_882_017", "insurance_882_018", "insurance_882_019", "insurance_882_020", "insurance_882_021", "insurance_882_022", "insurance_882_023", "insurance_882_024", "insurance_882_025", "insurance_882_026", "insurance_882_027", "insurance_882_028", "insurance_882_029", "insurance_882_030", "insurance_882_031", "insurance_882_032", "insurance_882_033", "insurance_882_034", "insurance_882_035", "insurance_882_036", "insurance_882_037", "insurance_882_038", "insurance_882_039", "insurance_882_040", "insurance_882_041", "insurance_882_042", "insurance_882_043", "insurance_882_044", "insurance_882_045", "insurance_882_046", "insurance_882_047", "insurance_882_048", "insurance_882_049", "insurance_882_050", "insurance_882_051", "insurance_882_052", "insurance_882_053", "insurance_882_054", "insurance_882_055", "insurance_882_056", "insurance_882_057", "insurance_882_058", "insurance_882_059", "insurance_882_060", "insurance_882_061", "insurance_882_062", "insurance_882_063", "insurance_882_064", "insurance_882_065", "insurance_882_066", "insurance_882_067", "insurance_882_068", "insurance_882_069", "insurance_882_070", "insurance_882_071", "insurance_882_072", "insurance_882_073", "insurance_882_074", "insurance_882_075", "insurance_882_076", "insurance_882_077", "insurance_882_078", "insurance_882_079", "insurance_882_080", "insurance_882_081", "insurance_882_082", "insurance_882_083", "insurance_882_084", "insurance_882_085", "insurance_882_086", "insurance_882_087", "insurance_882_088", "insurance_882_089", "insurance_882_090", "insurance_882_091", "insurance_882_092", "insurance_882_093", "insurance_882_094", "insurance_882_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": [ "Rivertown Insurance, this is Nathan, how can I help you?", "[clears throat] Good morning.", "Good morning. What can I do for you?", "[clears throat] My husband passed and I'm calling about his life insurance.", "#Oh goodness. I'm so sorry to hear of your loss.", "Thank you. [clears throat].", "Alright. Mrs?", "Culver.", "Ok. missus Culver, I'll need to start my asking you a few questions to pull up mister Culver's account.", "Ok.", "His first name, please?", "Roger.", "Ok. Thank you. Roger Culver. And, his date of birth, please?", "Yes, ten seventeen nineteen twenty six.", "Thank you, missus Culver. #Um, October seventeenth twenty six.", "Yes.", "Ok. I have his account pulled up. Now, ma'am, to request the death benefit, I'll need to walk you through the request form. Do you have time to do this today?", "Well, [clears throat] I'm not sure. How long does it take?", "It'll take about ten to fifteen minutes.", "Can you mail it to me or does it have to be done on the phone?", "I can mail you the form if you don't have time today.", "Well, I don't have the death certificate yet.", "That's no problem, ma'am. We can get the form submitted without it. You can send us the death certificate as soon as you get it. I can also tell you how to upload it onto our secured site, if that's better for you.", "#Oh heavens, no. I don't know how to work a computer.", "No problem, ma'am. I can give you the mailing address before we hang up.", "Thank you. [clears throat] Excuse me, I have the sniffles today.", "Not a problem. Did you want to work through the death benefit form.", "I guess so.", "Ok. Let's get started. The quicker we start, the quicker we'll be finished, right?", "True. Yes.", "Ok. I need to ask you some sensitive questions. Are you ready.", "Yes.", "#Um, ok, I have mister Culver's policy number, date of birth, address, and social. I need date, location, and cause of death, please.", "Ok. He died [clears throat] last Thursday in Saint Louis Missouri. What else?", "Cause of death.", "Right. #Um stroke.", "Ok. And, you said you don't have the death certificate yet, correct?", "That's correct.", "Thank you. Was he confined to a hospiatl at the time of his death?", "No. He died at home.", "I'm so sorry.", "Thank you.", "Ok, do you have the list of physicians or practitioners who attended or prescribed for mister Culver within two years of his death.", "Yes. He only had one doctor. Same one for over fifty years. Doctor Smith. Ben, Benjamin.", "Got it. Doctor Benjamin Smith.", "Yes.", "Thanks. And, what were the names of any medications prescribed for your husband within the five years before he passed.", "He wasn't on any medications. Healthy as an ox.", "Wow. Amazing. He was ninety five?", "Yes, sir.", "That's a long full life, #huh?", "Yes. He was blessed. We both were. .", "Yes. Ok. missus Culver just a few more questions. Did your husband smoke in the past three years?", "No.", "Good. Thank you.", "Mhm.", "Now, you have the option to receive the benefit in one lump sum or processed over.", "One lump sum is fine. I have a financial person who'll help me with it.", "Sounds good. Thank you for confirming. Now a few more things and we'll be finished.", "Ok.", "Since you are requesting the forms through the mail, it may take a bit longer to get the benefit to you.", "That's ok. I'm in no hurry.", "Ok. Good. I've entered the information you've confirmed today and I will get this off to one of our underwriters.", "Today?", "Yes, ma'am. Just as soon as we get off the phone.", "Ok.", "They will review the information and send out a packet to you to the mailing address on mister Culver's policy.", "Ok.", "Is that a good mailing address for you?", "Yes. I'll be going to my daughter's house in Oklahoma next month. Will it get to me by then.", "#Oh, yes. We will FedEx it to your home within the next week.", "Good. Ok.", "Now, once you get the packet, you'll find an enclosed prepaid envelope to return the forms and death certificate.", "Ok.", "One of the forms has to be signed by his physician. #Um Doctor Smith.", "#Oh, gosh. That's a ways from my house. #Hm, I think I can have my neighbor take me.", "Ok. Another option is that if you have Doctor Smith's fax number, we can fax the form directly to him.", "Ok. Hold on. I need to get my address book. I have it in there.", "Ok. Take your time.", "Smith. Here it is. Dr. Smith. #Um, fax. Here. Four o. two, seven seven four, six nine zero one.", "Four o. two, seven seven four, six nine zero one?", "Yes.", "Good. I'll have the underwriter get that over to him as soon as possible.", "That'll be easier for me. Thank you.", "My pleasure. Ok. #Uh, once you get all your documentation together, use that prepaid envelope and send it back to us. Once we receive the information, the underwriter will process a check to you. If you'd prefer an electronic transfer of the benefit, there is a form in the packet that you can fill out to process it that way.", "Oh. Ok. My daughter can help me with that part.", "Great. I'm glad you have help. This is a difficult time.", "It sure is. Thank you.", "So, missus Culver, we're all done for now. Do you have any questions?", "No. But, I'll get the packet soon?", "Yes, within the week.", "Ok. Thank you.", "And, again, ma'am, I'm so very sorry for your loss.", "You're kind. Thank you, dear.", "My pleasure. You take care of yourself now. Bye.", "Will do. Thank you. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_883_000", "insurance_883_001", "insurance_883_002", "insurance_883_003", "insurance_883_004", "insurance_883_005", "insurance_883_006", "insurance_883_007", "insurance_883_008", "insurance_883_009", "insurance_883_010", "insurance_883_011", "insurance_883_012", "insurance_883_013", "insurance_883_014", "insurance_883_015", "insurance_883_016", "insurance_883_017", "insurance_883_018", "insurance_883_019", "insurance_883_020", "insurance_883_021", "insurance_883_022", "insurance_883_023", "insurance_883_024", "insurance_883_025", "insurance_883_026", "insurance_883_027", "insurance_883_028", "insurance_883_029", "insurance_883_030", "insurance_883_031", "insurance_883_032", "insurance_883_033", "insurance_883_034", "insurance_883_035", "insurance_883_036", "insurance_883_037", "insurance_883_038", "insurance_883_039", "insurance_883_040", "insurance_883_041", "insurance_883_042", "insurance_883_043", "insurance_883_044", "insurance_883_045", "insurance_883_046", "insurance_883_047", "insurance_883_048", "insurance_883_049", "insurance_883_050", "insurance_883_051", "insurance_883_052", "insurance_883_053", "insurance_883_054", "insurance_883_055", "insurance_883_056", "insurance_883_057", "insurance_883_058", "insurance_883_059", "insurance_883_060", "insurance_883_061", "insurance_883_062", "insurance_883_063", "insurance_883_064", "insurance_883_065", "insurance_883_066", "insurance_883_067", "insurance_883_068", "insurance_883_069", "insurance_883_070", "insurance_883_071", "insurance_883_072", "insurance_883_073", "insurance_883_074", "insurance_883_075", "insurance_883_076", "insurance_883_077", "insurance_883_078", "insurance_883_079", "insurance_883_080", "insurance_883_081", "insurance_883_082", "insurance_883_083", "insurance_883_084", "insurance_883_085", "insurance_883_086", "insurance_883_087", "insurance_883_088", "insurance_883_089", "insurance_883_090", "insurance_883_091", "insurance_883_092", "insurance_883_093", "insurance_883_094", "insurance_883_095", "insurance_883_096", "insurance_883_097", "insurance_883_098", "insurance_883_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 afternoon! This is Rivertown Insurance. I'm Khamil, how can I help you?", "Hi. I'm calling to get a quote for life insurace.", "Great. I can help you with that. Do you already have an account with us for another kind of insurance?", "Yes, I have auto insurance with you.", "Ok. Great. I need to pull up your account. Can I start with your name?", "Sure, it's Felicity Jordan.Btwo eight Beight Bfour seven.", "Thanks. Can you spell that for me?", "Yeah, f.e.l.", "F. as in frank?", "Yes. E.l.i.c.i.t.y.", "F.e.l.i.c.i.t.y. and J.o.r.d.a.n.?", "Yes. That's it.", "Thanks. Now, can I please get your birthdate?", "It's December eleven nineteen ninety five.", "Twelve eleven ninety five. Thanks.", "#Mhm.", "Ok. I see your account here. I need to verify it by asking you one of your security questions. Ok?", "Go ahead.", "What is the name of your childhood best friend?", "It was Brenda.", "Yes. Very good, that verifies your account. Thanks for that.", "#Mhm.", "Ok. There are a few questions I'd like to ask to find out what the best policy would be for you. Sound good?", "Of course. Go ahead.", "Ok. So, you're under thirty years old I see, so you may want to consider our Term Life plan.", "Why is that?", "Term plans allow you to pay a little less when you are younger with the option of transferring over to a Whole or Universal life plan before the term is up.", "Ok. So, there's an expiration date for the Term?", "Yes, it is set at ten years and it gaurantees the low price for that ten years, but after that the premium may likely increase.", "#Mhm.", "Whole Life is a higher premium initially, but you never pay anything different for the remainder of your lifetime and Universal Life is pretty much the same, except there is the optioin to borrow against the plan, the total you've contributed to the plan as you go along.", "#Oh. I see. Yeah, I've heard of that last one. Why wouldn't I do that now?", "It's not that you wouldn't, it's just a higher monthly cost compared to the Term.", "Ok. Well, the only reason I'm even considering life insurance at this point is because I am doing well for myself right now and though that would be the responsible thing to do, so I could probably afford the cost of the Universal.", "Fantastic! What do you do for a living?", "I wrote a book and it was actually published! Can you believe that?", "That's really cool! What's the book about?", "It's about my experience running around the globe for two years after high school.", "#Wow! What's the title? Maybe I should get a copy!", "That would be great, thanks! It's called The Really Big Gap Years.", "Funny! I'll definitely check it out.", "I'm flattered. Thanks.", "Sure! Ok, so you're considering the Universal plan?", "I think so. What are the, is the coverage?", "The benefit is three hundred thousand dollars with that option to borrow against what has been contributed up to the time of the request.", "That sounds pretty good to me.", "Ok. Let's start the process then.", "#Um, before we start, can, I change to Term is for some reason if I don't want Universal? Or, even Whole for that matter?", "Yes. That won't be a problem, although we would have to start with a new quote. They prices change according to your birthdate and other market factors.", "I understand. Thanks.", "Ok, so would you like to get started?", "Yes, let's get to it.", "Ok. So, I'll add your job title as author?", "Perfect!", "Ok. And can I please get your mailing address?", "Yeah, it's one one three seven Wicker Street, Bainsville, Missouri four one three three five.", "Ok, eleven thirty seven Wicker Street, Bainsville, Missouri, four one three three five?", "Yes.", "Ok, thanks. Your phone number?", "Three seven two, eight eight three, nine five two four.", "Ok, let me repeat that, three seven two, eight eight three, nine five two four?", "#Yep.", "Thanks. Ok, now can I get your social security number.", "It's seven two five, three one, eight four three nine.", "Seven two five, three one, eight four three nine?", "Yeah, that's it.", "Great. Now a couple of health questions to begin and then someone will call you to do a medical review.", "Medical review?", "Yeah, for our Universal and Whole plans, we do medical reviews. They'll call you and ask a series of questions and, if necessary, contact your primary care physician for more information. They will send you any documentation that you need to sign for that to happen. Make sense?", "Yes, but could I be turned down for life insurance?", "In all the time I've been doing this, I have only seen that happen once and it was for someone who was extremely ill due to alcoholism.", "#Oh, that's good. #Whew. Thanks.", "I know it can feel intimidating, but, really, it's just standard. Ok?", "Ok. Thanks for explaining.", "My pleasure. So, now just a few questions about your health.", "Ok, go ahead.", "Are you or have you been a smoker in the past two years?", "No.", "Thank you. Do you have any chronic illnesses?", "Not that I know of.", "Thank you. Have you had any surgeries?", "I had my appendix out when I was fourteen.", "Ok. Noted. Thanks. Any other surgeries?", "Does getting your wisdom teeth pulled count? I was under, or, they put me under for that.", "Got it. No, that doesn't count.", "Ok.", "Who would you like to add as your beneficiary or beneficiaries?", "My sister, Hannah, and my mom.", "Ok. I need both their names and numbers.", "Hannah Jordan, seven two three, five two, four eight nine two.", "Thanks. Seven two three, five two, four eight nine two?", "Yes, and my mom is Karen Jordan, four six nine, eight seven, three one three six.", "Four six nine, eight seven, three one three six. Got it. Fifty percent each?", "Yes.", "Ok. One moment while I finish up here. Ok! You're all set. You'll receive an email confirmation with the addition of this plan and a medical reviewer will call you to make an appointment for your review and in the meantime, if you have any questions, you can just give me a call. My number will be in the email I'll send to you in the next couple of hours. Is there anything else I can do for you today?", "I think I got it all and I'll call you if, I have any questions. Thanks.", "My pleasure. Have a great evening and thanks for calling Rivertown.", "Thanks. Take care.", "Thanks, you too, bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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My name is Vanessa, how can I help you?", "I'm calling to find out if my payment went through.", "Ok. I can help you with that.", "Yeah, I got this email that said I need to pay my bill and then when I logged in I saw that my automatic payments were, had stopped or been changed and I don't know why, then I thought I made a payment, but didn't get an email saying I made it.", "Got it. Ok. Well, I need to pull up your account first so I can see what's going on. Ok?", "#Yep.", "Ok, can I get your first and last name?", "It's April. April Knix.", "k.n.i.x.?", "#Yep.", "Ok. Thanks. And, your birthdate.", "#Yep. It's January second nineteen ninety eight.", "Ok. One two ninety eight.", "#Mhm.", "Ok, now to verify your account I need to ask you one of you security questions. Ok?", "#Yep.", "What's your mother's maiden name?", "Torres.", "Ok. Thanks. I see your account here and it looks like your, the automatic payments were stopped, which would mean you may have done it accidentally or we have a tech problem.", "#Mhm. Well, when I logged in, because I wanted to check to see what my monthly payment was because I'm making a budget. A budget for the first time ever because I'm trying to save money to take a trip to Europe next summer with my besties.", "#Oh fun! That sounds exciting!", "#Yep. We've been saving for over a year and I wanted to see if I could save more by doing a budget. You know, but we already have tickets.", "Great! That will be fun!", "Yeah, we're doing ten countries in thirty days and we have our time off already and everything.", "Exciting! What an adventure!", "Right? We're super excited.", "Nice. Well, let me see, I've got your account here, and it looks like you logged in on July twentieth and that's the day the automatic payments were stopped. Does that ring a bell?", "I don't remember doing anything like that. I was just checking to see how much my monthly payment was, is.", "Got it. No problem. I can get these turned back, started again for you.", "Thanks. What about the payment? Did my payment go through?", "Sure. I'll check on that. Give me one second.", "#Yep.", "Ok, I see, that the payment went through, but I'm not sure why you didn't receive a confirmation. The system generates an email when there is a change to any account.", "#Hm.", "Did you check your spam folder.", "#Nope, but hang on. I'll check right now.", "#Oh, ok.", "Spam folder. Here. #Whoa there are a lot of emails in here. Looks like I need to clean this thing out. .", "I forget about mine sometimes, too.", "Here! Here, I found it. #Oh jeez. I can't believe I didn't check in here.", "No problem. I'm glad you found it. So, we got your automatic payments figured out and your payment went through. Is there anything else I can help you with?", "#Nope. So, my next payment?", "Yeah. Your next payment will be automatic and will go through on the first of the month. Shouldn't be a problem.", "Thanks. Ok. #Oh, I just got another email from you about automatic payments.", "Yeah, like I said the system generates an email each time there is a change to your account, so when I turned on the automatic payments again, it will send you and email, it should've sent you that email.", "#Oh. Right. Got it.", "Great. Is there anything more I can help you with today?", "#Nope! That's it. Thanks.", "No problem. Well, thanks for calling Rivertown Insurance and have a great trip!", "#Oh, thanks! Have a good day!", "Thanks, you, too. Bye.", "Thanks. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_885_000", "insurance_885_001", "insurance_885_002", "insurance_885_003", "insurance_885_004", "insurance_885_005", "insurance_885_006", "insurance_885_007", "insurance_885_008", "insurance_885_009", "insurance_885_010", "insurance_885_011", "insurance_885_012", "insurance_885_013", "insurance_885_014", "insurance_885_015", "insurance_885_016", "insurance_885_017", "insurance_885_018", "insurance_885_019", "insurance_885_020", "insurance_885_021", "insurance_885_022", "insurance_885_023", "insurance_885_024", "insurance_885_025", "insurance_885_026", "insurance_885_027", "insurance_885_028", "insurance_885_029", "insurance_885_030", "insurance_885_031", "insurance_885_032", "insurance_885_033", "insurance_885_034", "insurance_885_035", "insurance_885_036", "insurance_885_037", "insurance_885_038", "insurance_885_039", "insurance_885_040", "insurance_885_041", "insurance_885_042", "insurance_885_043", "insurance_885_044", "insurance_885_045", "insurance_885_046", "insurance_885_047", "insurance_885_048", "insurance_885_049", "insurance_885_050", "insurance_885_051", "insurance_885_052", "insurance_885_053", "insurance_885_054", "insurance_885_055", "insurance_885_056", "insurance_885_057", "insurance_885_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": [ "Thanks for calling Rivertown Insurance! This is Tanya. What can I do for you?", "#Um, I can't remember my, didn't remember my password and tried too many times, now I'm locked out.", "#Oh, sorry for the inconvenience. I can't help you with that, though.", "Thanks. Yeah, I can never remember those dang passwords.", "No problem. We'll get you taken care of.", "Thanks.", "Can you give me your name?", "Barbara Leeman.", "L.e.a. or l.e.e.?", "L.e.e.", "Great. Thanks. And, what's your birthdate?", "It's eleven twenty seven nineteen fourty six.", "Ok. November twenty seventh, fourty six. Got it.", "Yes.", "I see your account, but need to verify using one of your security questions.", "#Oh, heavens. I'm not sure I'll remember any of those, but you can try.", "Ok, you should be able to remember this one. What's your mother's maiden name?", "#Oh, that's easy. Mable.", "Is that her last name? Maiden name?", "#Oh, no, sorry. Hanson. It's Hanson.", "Got it. With an o.n.?", "Yes.", "Thank you, ma'am. Ok. Yes, I see you've locked yourself out. Give me one moment and I'll get this reset for you.", "Thank you.", "Ma'am?", "Yes.", "Do you have access to a computer? An email address?", "Well, I can. Is there another way to do it?", "I'm afraid if you're trying to get on your account online, this is the way.", "Ok, can you help me with it.", "Sure can. I'm going to send you an email now.", "Ok, hang on. I need to walk into my office and get on my computer. My daughter got me a laptop last Christmas and it's good for some things, but gosh it can be confusing sometimes.", "I understand. Are you ready?", "Yes. I've got my email open.", "Ok. You'll see an email from me, Tanya.", "I see it.", "Ok, in the email you'll see a link.", "Yes, I see it.", "Click on it once and it should automatically.", "I've got it. It's on the internet now.", "Ok. Good. #Um, now follow the prompts to reset your password.", "Ok. #Um, let's see, new password. I better write this down. Ok. .", "You doin' ok?", "Yes. One minute.", "Take your time.", "Now click update?", "Yes, update.", "Ok, now it's asking me to log in.", "#Yep. Give it a try.", "Ok. One minute. I'm in!", "Great! You did it!", "Thanks, dear.", "My pleasure. Is there anything more I can do for you today, Missus Leeman?", "No, thank you. That was all.", "Very good. You take care and thanks for calling Rivertown Insurance.", "Thank you. You have a nice day, dear.", "Thank you. Good bye.", "Bye now.", "#Mhm, bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_886_000", "insurance_886_001", "insurance_886_002", "insurance_886_003", "insurance_886_004", "insurance_886_005", "insurance_886_006", "insurance_886_007", "insurance_886_008", "insurance_886_009", "insurance_886_010", "insurance_886_011", "insurance_886_012", "insurance_886_013", "insurance_886_014", "insurance_886_015", "insurance_886_016", "insurance_886_017", "insurance_886_018", "insurance_886_019", "insurance_886_020", "insurance_886_021", "insurance_886_022", "insurance_886_023", "insurance_886_024", "insurance_886_025", "insurance_886_026", "insurance_886_027", "insurance_886_028", "insurance_886_029", "insurance_886_030", "insurance_886_031", "insurance_886_032", "insurance_886_033", "insurance_886_034", "insurance_886_035", "insurance_886_036", "insurance_886_037", "insurance_886_038", "insurance_886_039", "insurance_886_040", "insurance_886_041", "insurance_886_042", "insurance_886_043", "insurance_886_044", "insurance_886_045", "insurance_886_046", "insurance_886_047", "insurance_886_048", "insurance_886_049", "insurance_886_050", "insurance_886_051", "insurance_886_052", "insurance_886_053", "insurance_886_054", "insurance_886_055", "insurance_886_056", "insurance_886_057", "insurance_886_058", "insurance_886_059", "insurance_886_060", "insurance_886_061", "insurance_886_062", "insurance_886_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": [ "Thanks for calling Rivertown Insurance. This is Juan. Can I help you today?", "Hi. How are you?", "Good. Thanks for asking. How are you doing?", "I'm good, thanks. I'm calling back to enroll in a renters plan.", "Ok. I can help with that.", "Yeah. I called the other day to get a quote and I want to go ahead with it.", "Ok. Do you have the number of the quote confirmation so I can look up the information from the quote?", "Yes. It is zero zero one nine two eight one five six four.", "Zero zero, one nine, two eight, one five, six four?", "Yes.", "Becky?", "#Yep. That's me.", "Ok. Can I verify your account by getting your birthdate?", "Sure it's May fourteenth two thousand two.", "#Um, got it. Thanks. Ok. I've got the quote here and you said you're ready to enroll?", "Yes, please.", "Ok, Becky you have an account started, but I just want to go over the information to make sure it's correct, ok?", "Sure, no problem.", "Ok, so your full name is Becky Crighton?", "Yes.", "Ok, and your address is three seven five one, Camp Jones Road, apartment two one two, Tolson, Arkansas, five two six four eight?", "Yeah.", "And, I have your email address as b.e.c.k.y.s.b.u.b.b.l.e. at gmail dot com?", "#Yep. Becky's bubble dot com.", "Thanks. And it looks like you're interested in the Basic plan.", "Yeah. It'll be good enough and it's cheaper.", "#Oh great. It is really reasonable.", "Yeah, I called around, about three other places and you've got the best prices.", "Perfect. Good to know.", "Yeah, the other thing is you guys were a lot nicer on the phone.", "#Oh. Really glad to hear this.", "Yeah. I didn't know much about this stuff and one of the other companies make me feel stupid, so I, for sure, didn't want to go with them.", "I understand. Sorry that happened to you.", "No worries. Some people are just mean.", "So true. Sometimes you've got to just rise above.", "Yeah. Hard to do sometimes.", "I hear that. Not easy sometimes.", "Yeah.", "Ok, Becky. I've enrolled you in the Renters Basic. I'll just need a payment method to put on file.", "Ok. Hang on. Let me get my card out.", "Sure. I see they also told you about automatic payments and electronic billing.", "Yeah. The five percent discount?", "Yes, do you have.", "Here. I've got my card.", "Ok. Go ahead.", "It's four two seven one, five nine eight two, four six two eight, nine one three two.", "Ok. Four two seven one, five nine eight two, four six two eight, five one three two.", "No, nine one three two.", "#Oh, sorry. Got it. Nine one three two. Expiration?", "Nine twenty four.", "Nine twenty four. Thanks. I'll also need the three digit number on the back of the card.", "Yeah. Four three nine.", "Four three nine. Great. I've got your payment method entered.", "Ok. When are my payments coming out?", "We take all payments at the first of every month.", "Ok. Cool. That'll work.", "And, with electronic billing, everything will be sent to you via email.", "Ok. Nice.", "Alright, Becky, is there anything else I can do for you today?", "#Nope.", "Ok, well have a great evening and thanks for calling Rivertown Insurance.", "Ok. Thanks. Have a good night.", "Thank you. Good bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_887_000", "insurance_887_001", "insurance_887_002", "insurance_887_003", "insurance_887_004", "insurance_887_005", "insurance_887_006", "insurance_887_007", "insurance_887_008", "insurance_887_009", "insurance_887_010", "insurance_887_011", "insurance_887_012", "insurance_887_013", "insurance_887_014", "insurance_887_015", "insurance_887_016", "insurance_887_017", "insurance_887_018", "insurance_887_019", "insurance_887_020", "insurance_887_021", "insurance_887_022", "insurance_887_023", "insurance_887_024", "insurance_887_025", "insurance_887_026", "insurance_887_027", "insurance_887_028", "insurance_887_029", "insurance_887_030", "insurance_887_031", "insurance_887_032", "insurance_887_033", "insurance_887_034", "insurance_887_035", "insurance_887_036", "insurance_887_037", "insurance_887_038", "insurance_887_039", "insurance_887_040", "insurance_887_041", "insurance_887_042", "insurance_887_043", "insurance_887_044", "insurance_887_045", "insurance_887_046", "insurance_887_047", "insurance_887_048", "insurance_887_049", "insurance_887_050", "insurance_887_051", "insurance_887_052", "insurance_887_053", "insurance_887_054", "insurance_887_055", "insurance_887_056", "insurance_887_057", "insurance_887_058", "insurance_887_059", "insurance_887_060", "insurance_887_061", "insurance_887_062", "insurance_887_063", "insurance_887_064", "insurance_887_065", "insurance_887_066", "insurance_887_067", "insurance_887_068", "insurance_887_069", "insurance_887_070", "insurance_887_071", "insurance_887_072", "insurance_887_073", "insurance_887_074", "insurance_887_075", "insurance_887_076", "insurance_887_077", "insurance_887_078", "insurance_887_079", "insurance_887_080", "insurance_887_081", "insurance_887_082", "insurance_887_083", "insurance_887_084", "insurance_887_085", "insurance_887_086", "insurance_887_087", "insurance_887_088", "insurance_887_089", "insurance_887_090", "insurance_887_091", "insurance_887_092", "insurance_887_093", "insurance_887_094", "insurance_887_095", "insurance_887_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning, thanks for calling Rivertown Insurance, my name is Richelle.", "Hi.", "How can I help you today?", "Well, I called to cancel my insurance plan.", "Alright. No problem. Let me get some information from you so I can open your account.", "Sure.", "Ok. I need your first and last name, please.", "Yeah. It's Blaine Schofield.", "Thanks. #Um, Blaine, with an e.?", "Yep. A.i.n.e.", "Great, thanks. And, your last name. Spelling?", "Yeah, it's s. as in Sam, c. as in Charlie, h.o.f. as in foxtrot, i.e.l.d. as in dog.", "S.c.h.o.f.i.e.l.d?", "#Uh, yeah.", "Thanks. I see your account and need to verify using one of your security questions.", "Ok. Yeah.", "Let's see. What wass the name of your first pet?", "It was Charlie.", "Charlie. Ok. Perfect. Thanks for verifying.", "Sure.", "Alright. I see you have three policies with us. Homeowners, auto, and life. Which one did you need to cancel?", "Life. I just started a new job and now I have pretty good benefits which include life and I pay less for that policy than the one I have with you.", "#Oh nice. Same coverage?", "Well, I think so. I think I pay like sixteen dollars for about three times my paycheck, so right now that's about a hundred thirty five thousand and I think the one I have with you is about a hundred and I'm paying about twenty five a month. A little more than the policy at work.", "Wow. Nice. That is a good plan. Do you have a budget for your life insurance?", "#Uh, just the best policy I can get right now for the money. Why?", "Well, There's nothing saying you can't have both policies. Do you have a loan on your home?", "#Uh, yeah. Why?", "Are you married? Kids?", "Yes. #Um all that.", "Right, so if your home loan is more than a hundred thirty five thousand, then it would help your spouse and kids bridge the gap if something were to happen to you. It would give them time and space to grieve and not worry about bills. Does that make sense?", "#Oh. Right. I get it.", "Are you required to take your employer's life insurance policy?", "#Oh, no. It was just cheaper for more, so I thought it was the better bet.", "I understand. What I'm looking at is that we could bump you to the Universal Life plan which would cover you at three hundred thousand and it has an investment savings component, so at any time, after two years, you can borrow against the policy. It's a permanent plan and, compared to term life, your monthly cost wouldn't increase over time.", "Ok. #Um what is the monthly payment?", "It will be a hundred dollars a month, but that will never change.", "#Oh. Wow. That's a lot more than what I'm paying now.", "Right, but you'll have triple the coverage and be able to borrow against it and the payment won't change over the entirety of your lifetime.", "#Hm. Ok, let me think.", "Sure. Take your time.", "I'm thinking I should talk to my husband before I make that decision.", "#Oh, of course. I completely understand. I see he's listed as your beneficiary.", "#Uh, are the details on your website?", "Yes.", "How do I find them? I've got my laptop.", "#Oh, right. Give me a second.", "Sure.", "Ok. Go to Rivertown Insurance dot com.", "I'm there.", "Ok. Are you logged in?", "Yeah.", "Ok. Now, go to the menu on the left side of the screen and find Insurance.", "I see it.", "Ok, click on that, then on the next page, on the top bar, you'll see Life.", "Yep. Got it.", "Ok, click on that, then you'll see each plan on the left menu.", "Yeah. I see it. #Oh there are three plans?", "#Oh, yeah. Were you interested in the Whole Life?", "Well, what is it? You know, compared to the other two plans.", "It is similar to the Universal Life, but you can't borrow against it. It provides up to five hundred thousand dollars of coverage, which is why it's a bit more than the Universal Life.", "#Oh. Right. I see it's eighteen hundred a year, which is, what? Like a hundred and twenty a month?", "Close. It's one hundred fifty.", "#Oh, right. Ok. Does that cost increase as I get older?", "No, that's the beauty of Whole Life. You stay the same over your lifetime.", "But, you can't borrow against Whole Life?", "Correct. No. It's not that kind of plan.", "Is there a Whole Life plan that we can also borrow against?", "#Uh, not right now, but things change all the time here, so I could make a note in your account to notify you if we develop that kind of plan. Sound good?", "Great. Ok. #Um, about the Universal Life.", "Yeah?", "I am considering it, but I need to talk with my Dave. My husband.", "I totally understand.", "#Uh, can you hang on a second. I'm going to call him.", "#Oh, right now?", "Yeah, I'm on a conference room land line and I can use my cell to call him.", "Ok. Sure. Take your time.", "[conversation heard between customer and her husband] Hang on, honey. Ma'am?", "#Oh, yes?", "What was the monthly again on the Universal?", "One hundred.", "Got it. Honey, it's a hundred. Yeah, sure. Tonight's fine. Bye. You, too. Ok, sorry about that.", "No worries.", "We need some more time to talk about it, but we'll do that tonight. Are you working tomorrow?", "Yes.", "Can I call you directly or do I need to go through the whole automated system?", "Sure. I can give you my extension.", "Ok, so do I need to call the same eight hundred number?", "Yes. Then wait for the prompt to enter an extension, then put in my extension.", "Ok. Will do.", "Alright! Is there anything more I can do for you today?", "No. No, that's it.", "Ok. I look forward to talking with you tomorrow! Enjoy your evening and no rush. We'll keep your policy open until you decide.", "Perfect. Thanks.", "Thanks for calling Rivertown Insurance. Have a nice evening.", "Thanks, bye. You, too.", "Thank you. Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "CancelPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_888_000", "insurance_888_001", "insurance_888_002", "insurance_888_003", "insurance_888_004", "insurance_888_005", "insurance_888_006", "insurance_888_007", "insurance_888_008", "insurance_888_009", "insurance_888_010", "insurance_888_011", "insurance_888_012", "insurance_888_013", "insurance_888_014", "insurance_888_015", "insurance_888_016", "insurance_888_017", "insurance_888_018", "insurance_888_019", "insurance_888_020", "insurance_888_021", "insurance_888_022", "insurance_888_023", "insurance_888_024", "insurance_888_025", "insurance_888_026", "insurance_888_027", "insurance_888_028", "insurance_888_029", "insurance_888_030", "insurance_888_031", "insurance_888_032", "insurance_888_033", "insurance_888_034", "insurance_888_035", "insurance_888_036", "insurance_888_037", "insurance_888_038", "insurance_888_039", "insurance_888_040", "insurance_888_041", "insurance_888_042", "insurance_888_043", "insurance_888_044", "insurance_888_045", "insurance_888_046", "insurance_888_047", "insurance_888_048", "insurance_888_049", "insurance_888_050", "insurance_888_051", "insurance_888_052", "insurance_888_053", "insurance_888_054", "insurance_888_055", "insurance_888_056", "insurance_888_057", "insurance_888_058", "insurance_888_059", "insurance_888_060", "insurance_888_061", "insurance_888_062", "insurance_888_063", "insurance_888_064", "insurance_888_065", "insurance_888_066", "insurance_888_067", "insurance_888_068", "insurance_888_069", "insurance_888_070", "insurance_888_071" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Good afternoon, this is Candice. Thanks for calling Rivertown Insurance. What can I do for you today?", "I'm calling to change my security question.", "#Oh, ok. Was there a problem with your account?", "#Um, I'm not sure. I received an email with that said there was unauthorized attempt to access my account.", "#Uh-oh, that's not good.", "Right. It worried me. I thought it would best if I changed my password, too.", "Ok. I can help you with both of these.", "#Oh, I only to your help with the security question.", "#Oh?", "I already changed my password online.", "Ok. Got it. And, you weren't able to change your security question online?", "#Oh, I didn't try. I didn't know you could do that, too, online I mean.", "You can, but I'm happy to help you with it now.", "Thanks. I appreciate it.", "My pleasure. Can I start by getting your full name?", "Yes, it's Imogen Anderson.", "Ok. Can you spell Imogen for me?", "Sure. It's i.m.o.g.e.n.", "Thanks. You don't hear that name very often.", "Right. It's a family name. My great grandmother's name.", "#Oh, how nice. You've got tradition in your family.", "Do we ever. My sisters, the five of us, are all named after a relative.", "Do you like that or are you nontraditional?", "I'm fine with it, but a couple of my sisters don't like their names, so they go by their middle names instead.", "Really? Why?", "Their names are Eugena and Gertrude. They're just not very modern. One says it makes her sound like she's an old lady.", "I think it's cool to have a different name.", "Me, too, but they both have hated their names their whole lives. They call me lucky because I got Imogen. .", "Well, I think they're all very nice names.", "Well, thanks. .", "Ok, Imogen, I'll need your birthdate.", "Sure. It's May thirtieth, nineteen ninety two.", "Ninety two. Got it. And, even though you're changing your security question, I'll need to ask your current one to verify your account.", "No problem. Go ahead.", "What is the name of your favorite teacher?", "Missus Hanney.", "That's not what I show. Is there more to that answer?", "#Oh. Right. It's Jane Hanney.", "That's it. Thanks for verifying.", "#Mhm.", "I've pulled up your account and we can go ahead and change that question. The options are, mother's maiden name, childhood best friend, high school, or first pet.", "Ok. I'll go with first pet.", "Sure. One second.", "#Mhm.", "Go ahead.", "Mister Jingles.", "Cute!", "Yeah. He was my first hamster and my mom got him for me at Christmas because my dad was in Army and in Iraq for Christmas that year.", "#Oh, gosh. That must've been hard.", "Well, I barely remember it, since I was so young, but I remember being sad he was gone.", "How long did you have Mister Jingles?", "Strange enough, that as soon as my dad came back, mister Jingles died.", "#Ah.", "Yeah, I think it was probably his time to go anyway, I mean as far as hamster lives go, they probably don't live that long anyway.", "#Oh. Got it.", "My dad was gone for like a little over a year, then came home for about three months, then went back again for another year.", "Crazy.", "Yeah, about three years, I think.", "Well, I'm glad your dad made it back.", "Me, too.", "Is he still in?", "The military? No. He finally retired. I think my mom was glad about that.", "I can imagine. So, Imogen, I have updated your security question and you said you changed your password online, correct?", "#Yep. All taken care of.", "Good. So, that should take of anyone trying to hack your account, but I'll make sure our tech team knows about this. You're not the first person today to call with this issue.", "Really? #Oh, good thing I called then. Thanks.", "My pleasure. Is there anything else today?", "#Nope. That'll do it.", "Great. Well, thanks for calling Rivertown. I hope you get to do something fun this weekend!", "Thanks! You, too.", "Thank you. Bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeSecurityQuestion" ], [], [], [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_889_000", "insurance_889_001", "insurance_889_002", "insurance_889_003", "insurance_889_004", "insurance_889_005", "insurance_889_006", "insurance_889_007", "insurance_889_008", "insurance_889_009", "insurance_889_010", "insurance_889_011", "insurance_889_012", "insurance_889_013", "insurance_889_014", "insurance_889_015", "insurance_889_016", "insurance_889_017", "insurance_889_018", "insurance_889_019", "insurance_889_020", "insurance_889_021", "insurance_889_022", "insurance_889_023", "insurance_889_024", "insurance_889_025", "insurance_889_026", "insurance_889_027", "insurance_889_028", "insurance_889_029", "insurance_889_030", "insurance_889_031", "insurance_889_032", "insurance_889_033", "insurance_889_034", "insurance_889_035", "insurance_889_036", "insurance_889_037", "insurance_889_038", "insurance_889_039", "insurance_889_040", "insurance_889_041", "insurance_889_042", "insurance_889_043", "insurance_889_044", "insurance_889_045", "insurance_889_046", "insurance_889_047" ], "speaker_role": [ "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", "Customer", "Agent", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi there thanks for holding how can we help you today?", "#Um hi there my name's Susan, I was just trying to login to the website to check on my last payment, and I've had so many issues with the website lately, trying to log on and everything, so I thought I'd ring up and see if I could reset my password to fix it.", "Yep, we can definitely help you with that one Susan. Really sorry you've had troubles with the website, could I just grab your last name Susan to get started on that one for you? And is that Susan spelled s. u. s. a. n.?", "Yes, that's right. My last name is Devon, d. e. v. o. n.", "Great. I'll just need your date of birth as well Susan", "#Uh yes that's the fourth of September, nineteen sixty nine.", "Nineteen sixty nine, great, and finally Susan could I have your eight digit customer number?", "#Um yes, I think I'll need to check that could you just give me a moment?", "Sure thing.", "#Ah here, it's five three two", "Five three two", "Zero one nine", "Zero one nine", "Seven six", "Seven six. Fantastic Susan thanks for your co-operation there, so I'm gonna go ahead and send through a link to your email address that you can use to reset your password, is s. devon at gmail dot com still a good email address for you?", "Yes, that one's right. So I'll just open the link and I can change the password? I really hope it's simple because I've had some confusion lately you know", "Yes ma'am it's super straightforward I'm sure you won't have any trouble with that new link, but if you do, you can click the send new link button in the email and it will give you a fresh new link to click on. Does that sound okay?", "#Uh yes, that sounds like it should be okay I'll get my husband to help out if I have any trouble.", "Okay terrific Susan, now is there anything else I can help you with today?", "#Um actually, am I able to just quickly check with you whether the payment on our last bill went through? It was the Renters Preferred package and I just wanted to confirm it had gone through.", "Yes I can definitely check on that for you Susan, if you could just hold for a moment please.", "So I'm just scrolling through your account payment history here and I am seeing an alert here that your August payment for the twenty twenty one cycle was unfortunately unsuccessful. Looks like we sent you out a reminder email last Wednesday, did you recieve that one?", "#Um I- I did have a feeling, because I did get an email with something about a payment failure and that's when my password didn't work properly and got me all in a fluster.", "Not to worry Susan, now that you've got that reset link you should be fine to click through and change your password and then all the details regarding completing that payment will be available to you on your website account.", "Look I'm just a little skeptical of handling these things through the website, is there any way you can help me find the problem with my recent payment on the phone now? Could you remind me which account its been charged out of?", "I- I can definitely look into that for you, just give me one moment please.", "Thanks.", "Okay, looks like your annual Renters Preferred package payment usually comes out of your credit card account ending in seven three nine four. Would you like to change the usual payment method moving forward?", "#Um I think for today it would be great if I could actually pay the August bill over the phone with you now, out of my checking account if possible because I know that will work. Do you take over the phone payment for bills?", "Yes ma'am we can do that. So just confirming you are wanting to make an over the phone payment for bill ID number seven six nine four four three two for the billing period of August twenty twenty one to July twenty twenty two, with an amount of three hundred dollars?", "Yes that's correct.", "Great, so with that checking account, was that cheque savings or credit Susan?", "Savings thanks. My account number is five seven seven two,", "#Um right yep, five seven seven two,", "Three nine six.", "Three nine six. Fantastic, and what was the bank routing number for that one?", "#Um that's six seven two nine four.", "Two nine four excellent so that's all entered in, please hold the line while I process payment.", "Okay Susan I can confirm that your Renters Preferred package payment has now been successfully paid. I will just advise you that the next payment date is just having a look August thirteenth next year. Would you prefer to set up a recurring payment from this checking account, instead of the usual credit card?", "#Um honestly I think it should be fine to keep the credit card account listed as the usual payment method, assuming that the password link works and I can keep track of the alerts easily on the website, because the credit card is usually fine this was just a rare issue honestly.", "Alright, not a problem at all Susan. So your bill has been paid, and your password reset link is waiting for you in your inbox. Is there anything else I can do for you today?", "#Um I think that is all for today, I'm really glad that bill's been paid that's a huge reilef . Am I able to call back if the password link doesn't work?", "Yes ma'am, please don't hesitate to give us a ring if you have any troubles at all logging in to your account. Although just remember, you can always get a new link sent to you if you look at the reset email.", "Yes, okay, fantastic. Thank you very much for all your help today. #Um sorry just checking that you didn't make any changes to the usual payment method for our bills, it's still the credit card?", "Yep, confirming no changes were made to your usual payment method except for today's payment. All bills moving forward will be on your recurring payment through the credit account.", "#Ah that's just great. Well thanks again, have a great day.", "Thank you very much ma'am, you have a nice day as well.", "Bye bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [ "InformIntent" ], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [] ], "intents": [ [], [ "ResetPassword" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_890_000", "insurance_890_001", "insurance_890_002", "insurance_890_003", "insurance_890_004", "insurance_890_005", "insurance_890_006", "insurance_890_007", "insurance_890_008", "insurance_890_009", "insurance_890_010", "insurance_890_011", "insurance_890_012", "insurance_890_013", "insurance_890_014", "insurance_890_015", "insurance_890_016", "insurance_890_017", "insurance_890_018", "insurance_890_019", "insurance_890_020", "insurance_890_021", "insurance_890_022", "insurance_890_023", "insurance_890_024", "insurance_890_025", "insurance_890_026", "insurance_890_027", "insurance_890_028", "insurance_890_029", "insurance_890_030", "insurance_890_031", "insurance_890_032", "insurance_890_033", "insurance_890_034", "insurance_890_035", "insurance_890_036", "insurance_890_037", "insurance_890_038", "insurance_890_039", "insurance_890_040", "insurance_890_041", "insurance_890_042", "insurance_890_043", "insurance_890_044", "insurance_890_045", "insurance_890_046", "insurance_890_047", "insurance_890_048", "insurance_890_049", "insurance_890_050", "insurance_890_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 Gina. You have reached Rivertown Insurance. How can I help ya today?", "Uh hey there. I need to notify of my move my change of address.", "Okay I can help you with that ma'am. Let me start by getting your name.", "Okay yeah my name is Sharona.", "Sharona, what is your last name?", "Oh it's Taylor. T A Y L O R. Taylor.", "Can you please spell your first name for me too?", "Sure S H A R O N A.", "Thanks for that. Now let's see here do you have your account number handy?", "Oh shoot. No I don't I am sorry I thought it was on this paper but actually let me see no I don't have it after all. Shoot.", "That is not a problem. No worries! We can look up your acount by having you answer just a few questions for me. Is that okay?", "Oh cool. Yeah of course. Thanks.", "So first I will need you birthdate please.", "Okay it is May twenty second nineteen sixty two.", "Great. Next can you please provide me with your social security number?", "Yep four three three one zero six nine six four.", "Let me just read that back to you to make sure I have it correct. You said four three three one zero six nine six four?", "Yes sounds good to me!", "Wonderful now lets see next I will need you to answer your security question. It looks like I have here what high school did you graduate from?", "Oh that would be Saddleback High.", "Ok looks like we have your account open here miss Taylor. Now let's see about doing let me see doing an address change. Is that right?", "Yep yeah I need to change my address. I moved last week and yeah I need to update my information with you guys.", "Okay well let's take a look I have your address listed here as nine one nine Lemon Avenue Harristown Florida four four three one seven.", "Yeas so that is right but yeah that is my old address.", "Okay let me get your new address entered in here for you. ok. Whenever you are ready.", "Sure my new address is fourty five eleven North Shore Boulevard San Juanita California three two six six one.", "Okay great let me read that back to you. Four Five One One North Shore Boulevard San Juanita Californai three two six six one?", "Yes that's correct.", "Great. If you will just bare with me the computer is being just a tad bit slow this afternoon. let's see here. How is your day going so far?", "Uh pretty good! Just lots of phone calls to make and stuff trying to set up inform everyine of our address change you know?", "Yes I bet that takes a lot of time! OK here we go the address has now been updated. I will send you a confirmation via email if you'd like?", "Ok yeah that would be nice.", "The email address I have on file for you is SharBar at xyz dot com. That is S H A R B A R at xyz dot com.", "Yep thats me!", "Great. Okay that email has been sent you should receive it any moment now.", "Oh I just got it actually. That was fast!", "Good glad it came through quickly like I said ealier our system has been a little slow today!", "Yep nice and fast.", "Well sinc we have updated the address on file for you is there anything else I can help you with today Sharona?", "Actually can you please tell me my customer number so I can just write it donw here now so I don't forget?", "Sure your customer number which is also your account number is nine nine eight zero seven six four four.", "Okay I oh geez can you repeat that one more time. Sorry.", "No problem at all. Are you ready?", "Yes ready now.", "Ok nine nine eight zero. Seven six four four.", "ok. Got it now. Thanks for that.", "You are very welcome. Is there anything else I can do for you today?", "Nope. I am all set. Thanks for all your help!", "You are very welcome. I hope you have a wonderful rest of your day! If you are able to please stay on the line and complete a brief survey.", "Oh sorry can't do that today.", "No problem it is completely optional. You have a wonderful afternoon. Goodbye!", "You too. Bye!" ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_891_000", "insurance_891_001", "insurance_891_002", "insurance_891_003", "insurance_891_004", "insurance_891_005", "insurance_891_006", "insurance_891_007", "insurance_891_008", "insurance_891_009", "insurance_891_010", "insurance_891_011", "insurance_891_012", "insurance_891_013", "insurance_891_014", "insurance_891_015", "insurance_891_016", "insurance_891_017", "insurance_891_018", "insurance_891_019", "insurance_891_020", "insurance_891_021", "insurance_891_022", "insurance_891_023", "insurance_891_024", "insurance_891_025", "insurance_891_026", "insurance_891_027", "insurance_891_028", "insurance_891_029", "insurance_891_030", "insurance_891_031", "insurance_891_032", "insurance_891_033", "insurance_891_034", "insurance_891_035", "insurance_891_036", "insurance_891_037", "insurance_891_038", "insurance_891_039", "insurance_891_040", "insurance_891_041", "insurance_891_042", "insurance_891_043", "insurance_891_044", "insurance_891_045", "insurance_891_046", "insurance_891_047", "insurance_891_048", "insurance_891_049", "insurance_891_050", "insurance_891_051", "insurance_891_052", "insurance_891_053", "insurance_891_054", "insurance_891_055", "insurance_891_056", "insurance_891_057", "insurance_891_058", "insurance_891_059", "insurance_891_060", "insurance_891_061", "insurance_891_062", "insurance_891_063", "insurance_891_064", "insurance_891_065", "insurance_891_066", "insurance_891_067", "insurance_891_068", "insurance_891_069", "insurance_891_070", "insurance_891_071", "insurance_891_072", "insurance_891_073", "insurance_891_074", "insurance_891_075", "insurance_891_076", "insurance_891_077", "insurance_891_078", "insurance_891_079", "insurance_891_080", "insurance_891_081" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hello and good morning! This is Rivertown Insurance. I'm Stacey. Can I help you today?", "Yes. Hi. Yeah, I'm calling to pay my bill.", "Great. I can help you with that. First and last name, please?", "Mandy Jenkins.", "Mandy. Is that short for Amanda?", "#Yep. Amanda.", "Thanks. Ok and your birthdate?", "March third, ninety five.", "Ok. Three three nineteen ninety five.", "#Mhm.", "I'll need to verify your account.", "Ok.", "You have a few security questions here, What is your mother's maiden name?", "Paulson.", "Perfect. Thanks for verifying your account. Now, let's get to the payment page. Here.", "#Mhm.", "It looks like you're set up to pay every six months. Bi-annually. Did you want to keep that payment frequency?", "#Um, I don't know. Can I pay monthly?", "Yes. Did they not offer that to you when you enrolled in your plan?", "Not that I remember.", "Ok. No problem. We can change it today if you'd like.", "I think it would be easier for me to manage, financially. You know, budgeting wise.", "I understand. Ok. So, let me get this started for you.", "So, what will I have to pay today?", "I'll get that for you in just one second.", "#Oh. Sure. Thanks.", "Alright. You're on the Preferred Auto.", "#Yep.", "Ok. So your monthly will be, you're not on, do you want to save five percent and enroll in the automatic payments and electronic billing?", "Of course! I didn't know about that either.", "I'm so sorry it wasn't mentioned to you before.", "If I would have known, I would have signed up for it then.", "I understand. Let me see what I can do for you. Can you hold a moment. I'd like to talk with my supervisor.", "Yeah. Sure.", "Mandy? You there?", "Yeah, I'm here.", "Ok, I spoke with my supervisor and they've authorized me to take an additional five percent off your next six payments since you should've been able to set that up initially.", "#Wow. Great. Thanks. So, a total of ten percent the next six months?", "Yes. It will just take me a minute to get that all set up. I may have to put you on hold. I've never done a manual discount before.", "Sure.", "I may need to get my supervisor's help with this.", "No problem.", "One moment.", "[clears throat].", "Mandy?", "Yes.", "Ok, I've got it all set up for you. Can I verify your email address?", "Yes.", "Ok. You'll be getting your electronic statements via email.", "Yeah. Ok.", "I show m.a.n.d.y.s.c.o.o.l.v.i.b.e.s., #oh, Mandy's cool vibes. Cute! At gmail.", "#Um, that's actually an old email. My new one's m.a.n.d.y.s.v.i.b.i.n.g. at gmail.", "Cute. Got it. Alright, so you'll get confirmation of the change we made today, and I can take your payment method from you now.", "I should have a card on file from the first time I paid.", "#Hm. I don't see it. They may not have saved it to your account.", "#Jeez, whoever helped me last needs some training.", "Yes, I've notified my supervisor of this. I'm truly sorry for the inconvenience.", "It's not your fault. It's just frustrating.", "I understand. Can I get a card number for you, one I can save in your account?", "Yeah, hang on. #Um, it's a Mastercard.", "#Mhm.", "Number is four four two one, six one three nine, eight two one zero, zero five six seven.", "Ok. Let me repeat, I've got four four two one, six one three nine, eight two one zero, zero five six seven.", "#Mhm. That's it.", "And, the expiration?", "Ten of twenty three.", "Got it. What's the three digit number on.", "Six two three.", "Six two three. Got it.", "#Mhm.", "Ok. You're all set for both automatic payments and electronic billing. Is there anything else I can do for you today?", "That'll do it. So, you'll give feedback about the other customer service person?", "Yes. I made sure to enter theinformation we discussed and my supervisor knows about it. They'll have to look at the call record for the dates you enrolled.", "Ok. Good. I don't want anyone else to get, not get the discount and stuff.", "Right. I don't either. Thanks so much for bringing it all to our attention.", "Sure.", "Anything else today?", "#Nope. Nothing else.", "Ok. Thanks for calling Rivertown Insurance and have a great day!", "Thanks. You, too.", "Thanks. Good bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "UpdateBillingFrequency" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_892_000", "insurance_892_001", "insurance_892_002", "insurance_892_003", "insurance_892_004", "insurance_892_005", "insurance_892_006", "insurance_892_007", "insurance_892_008", "insurance_892_009", "insurance_892_010", "insurance_892_011", "insurance_892_012", "insurance_892_013", "insurance_892_014", "insurance_892_015", "insurance_892_016", "insurance_892_017", "insurance_892_018", "insurance_892_019", "insurance_892_020", "insurance_892_021", "insurance_892_022", "insurance_892_023", "insurance_892_024", "insurance_892_025", "insurance_892_026", "insurance_892_027", "insurance_892_028", "insurance_892_029", "insurance_892_030", "insurance_892_031", "insurance_892_032", "insurance_892_033", "insurance_892_034", "insurance_892_035", "insurance_892_036", "insurance_892_037", "insurance_892_038", "insurance_892_039", "insurance_892_040", "insurance_892_041", "insurance_892_042", "insurance_892_043", "insurance_892_044", "insurance_892_045", "insurance_892_046", "insurance_892_047", "insurance_892_048", "insurance_892_049", "insurance_892_050", "insurance_892_051", "insurance_892_052", "insurance_892_053", "insurance_892_054", "insurance_892_055", "insurance_892_056", "insurance_892_057", "insurance_892_058", "insurance_892_059", "insurance_892_060", "insurance_892_061", "insurance_892_062", "insurance_892_063", "insurance_892_064", "insurance_892_065", "insurance_892_066", "insurance_892_067", "insurance_892_068", "insurance_892_069", "insurance_892_070", "insurance_892_071", "insurance_892_072", "insurance_892_073", "insurance_892_074", "insurance_892_075", "insurance_892_076", "insurance_892_077", "insurance_892_078", "insurance_892_079", "insurance_892_080", "insurance_892_081", "insurance_892_082", "insurance_892_083", "insurance_892_084", "insurance_892_085", "insurance_892_086", "insurance_892_087", "insurance_892_088", "insurance_892_089", "insurance_892_090", "insurance_892_091", "insurance_892_092", "insurance_892_093", "insurance_892_094", "insurance_892_095", "insurance_892_096", "insurance_892_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": [ "Thanks for calling Rivertown Insurance. This is Kay. How can I help you?", "Hi. I'm getting charged every six months for my auto insurance and I want to change it to monthly.", "Ok. No problem. What is your first and last name?", "It's, oh, I also need to update my address.", "Ok. No problem. What is your first and last name?", "Erik Stansford.", "Erik Stansford.", "Yeah.", "Is that with a C or K?", "K.", "Thanks. Ok and your birthdate?", "Seven three nineteen sixty two.", "Oh, wow. The day before Fourth of July.", "Oh yeah. I used to get cheated our of real birthday parties.", "Oh no. That stinks. .", "Yeah. Pretty much burgers and dogs every year.", "Oh bummer. Did you at least get a cake?", "Yep. Red, white, and blue cake, though. .", "Oh, that's brutal. .", "Yeah. It got pretty old.", "Hopefully, now you can throw yourself some great parties!", "Well, believe it or not, my granddaughter's birthday is July sixth, so we usually have a combined birthday party.", "Ah, that's so sweet.", "Yeah. She loves it now, but when she's a teenager, she'll probably want her own.", "Oh, I bet. How old is she?", "She'll be eight this year.", "So sweet.", "Yep. She's my princess.", "Ok, mister Stansford, let's get your billing changed.", "Sounds good.", "I have your account here, but I need to verify. What is the name of your high school?", "Jackson P. Ellsworth.", "Got it. Thanks. Now, if I change the billing to monthly, you'll be paying a few dollars more each month than if you paid every six months. Is that ok?", "For now. Yeah. I just retired and I'm trying to figure out our budget. I'll probably change back to every six months, but we need to get the hang of our new monthly budget first.", "Oh, gotcha. Big life change, huh?", "Yeah, but it's great!", "Nice. Ok, it looks like when I change the billing to monthly, uh, your payment will be seventy two thirty three.", "Ok, so I used to pay around four fifteen every six months, so, uh, that's about, what, four dollars more each month?", "Um, let's see. I can do the calculation here. Um, It went from four fourteen ninety eight which would have been sixty nine sixteen per month to seventy two thirty three per month which is a difference of three sixteen a month.", "Ok. Not too bad.", "Right. And, if you need me to split that to bi-monthly, I can.", "Oh, no. That's alright. Monthly's fine.", "Great. Let me set this up. One moment.", "Sure.", "Ok. I've got that submitted. Now your next bill will fall on the first of each month and I show that you have automatic payments already set up. Did you want to keep that?", "Yeah, that sounds good.", "Ok. It looks like you're paid up until, March, so you're next payment will be on April first.", "Alright.", "Now, hm, you said you also needed to update your address, correct?", "Yep.", "Ok. I show you at seventy two East Viola Street.", "Yep.", "In Hectorsville.", "Yeah.", "Ok. Give me your new address.", "It's, same city and zip, just a different address.", "No problem. Go ahead.", "It's four twenty three North Victor Avenue.", "Four twenty three North Victor Avenue.", "Yes. Correct.", "Great. And, do you still have the same email address?", "Uh, what do you have?", "I show s.t.a.n.s. six two at a.o.l. dot com.", "Um Stans, oh right, no, we changed it about a year ago. Hang on.", "No problem.", "I need to see what it is. My wife put it in my phone. I'm not so good with technology.", "No worries. Take your time.", "Uh, let's see. Here. It's e.a.n.d.m.g.i.l.l. at gmail dot com.", "Let me repeat that. Um, e.a.n.g.m.g.i.l.l.", "No. E.a.n.d. as in dog m.g.i.l.l.", "Oh got it. Thanks. At gmail?", "Yeah.", "Ok. Good. Now I don't show that you are signed up for electronic delivery. Would you like me to change that for you?", "You mean, we get the bill in the mail?", "Yes. That's right.", "Hang on. Let me check. Marcy! Do you wanna change our insurance bill to, uh, electronic instead of mail? [inaudible response] Auto!", ".", "Sure. She said go ahead.", "Ok. No problem.", "Sorry. She usually takes care of this stuff, but she's on the phone with our daughter.", "Ah. The mother of your grandaughter?", "Yeah. She's in the U.K. right now and trying to find a flight back to her husband's base in Germany.", "Oh, is he in the military?", "Yeah. Air Force.", "Oh, cool. It must be tough to find time for the combined party with your grandaughter if they live in Germany? Huh?", "Oh, yeah, but they try to come home every year for that. Also for Christmas.", "Nice. Your family is close, then?", "Yeah. My daughter and wife talk almost every day. Sometimes I can't get them off the phone. .", "What? Girls on the phone? No. Not us.", "Oh yeah. .", "Ok, mister Stansford, your address has been updated and I've submitted the change in billing.", "Great.", "You should see the new bill in April. Is there anything else I can help you with?", "Nope. That does it.", "Thanks for trusting Rivertown Insurance. Happy New Year!", "Happy New Year to you, too, dear.", "Thanks. Bye.", "Mhm. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "UpdateBillingFrequency" ], [], [ "ChangeAddress" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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This is Leslie. What can I do for you today?", "Hi. #Um, I'm calling for, to get a quote for homeowners insurance.", "Great. I can help you with that. Can I get your name, please?", "Yes, Sandy Wall.", "Thanks, Sandy. Did you just purchase a new home?", "Well, soon. We have a house already, but moving soon.", "#Oh, so do you already have a homeowners policy with us?", "No, with another company. We're shopping around a bit.", "Nice. Well, thanks for considering Rivertown.", "Yeah. Some friends of ours suggested you to us.", "That's nice to know. Word of mouth is the best way.", "I agree. Because you know you can trust it that way.", "Right. Ok, Sandy. What is the address of your new house?", "#Oh, right. Hang on a second. #Hm. I thought I had, yes, here. I have a paper with the address, it's two ten fifth street.", "Ok. Fifth street. And, the zip code?", "The zip code is four three seven seven five.", "Four three seven seven five. Got it. What county is that?", "Springs County.", "Got it. Thanks.", "Sure.", "Now, I'll need your birthdate and social security number?", "#Um six seventeen eighty one.", "June seventeenth nineteen eighty one.", "#Yep. And, social is seven two three six two one one five three.", "Seven two three six two one one five three?", "Yes.", "Thanks and your email address?", "W.a.l.l.y.s.a.n.d. at gmail.", "Thanks. W.a.l.l.y.s.a.n.d?", "#Yep.", "And, you said you already own a home and will be moving? Like, do you already have an offer accepted? You're closing soon?", "Yeah. Probably by the end of the month.", "Did you already get an inspection done?", "Yes.", "Ok. I'll need a copy of that report before we can finalize the quote, but I can get you a close estimate today. Sound good?", "Perfect. Thanks.", "What is the estimated value of the home?", "#Um, well we are going to pay three hundred fifty two thousand for it. Is that what you mean?", "#Uh, did your bank say they could lend that much?", "#Oh, yeah. We paid under what the inspector told us it's worth.", "Ok, and what was that?", "He said, let me look. #Uh, three hundred eighty five.", "Three hundred eighty five thousand. Ok. That will work.", "Will I need flood insurance?", "#Um, probably not in this area, but the underwriters will have to look your documentation over before I can say that for sure.", "Ok. Thanks.", "Give me a minute here while I enter some of this information into the system.", "Sure.", "Ok, now a few more questions.", "Ok. Go ahead.", "Who will be living at this house?", "Me and my husband.", "Ok. Thanks. And what is the year of the home?", "Built in two thousand two.", "Great. And, the square footage?", "Twenty eight hundred.", "Two thousand eight hundred. Thanks. Do you know how old the roof is?", "They said they replaced it five years ago.", "Great. Ok. Two thousand sixteen. How many bedrooms and bathrooms?", "#Uh, four bedroom, two bath.", "Great. Thanks. What about fireplaces? Are there any, fireplaces?", "There's a wood stove in the main living room.", "Ok. Thanks. What is the exterior finish?", "Like siding?", "Yes, like is it wood siding, metal, or stucco?", "#Oh, right. It's that vinyl stuff.", "Vinyl siding. Ok. Any rock or wood?", "Well, there is a second story deck, but I think it's made out of that Trex stuff. Like the recycled stuff.", "Got it. Good info. Thanks. Does it have a garage?", "Yep. Two car.", "Great. Thanks. Is it attached.", "Yes. Opens to the kitchen.", "Perfect. Thanks.", "#Mhm.", "Are there any safety devices on the home.", "#Uh, like alarms?", "Right. Like alarms.", "I'm not sure, actually. I don't remember seeing that and I don't know where to find that info.", "Don't worry. We can add it later. Just keep in mind it could lower your premium if there's security.", "#Oh. Ok. #Oh! It has a gate. A locked gate well, a gate you have to enter a code.", "For the whole neighborhood or just your house?", "The neighborhood.", "Ok. Thanks. I'm not sure that counts, but I'll add it in my notes here.", "Thanks.", "Ok. One moment. Ok. Right now, we would need to add you to the Home Preferred plan, which is sixteen hundred a year. The Basic Home plan won't cover the total cost of your home and I'm not sure you'll need the Home Complete plan, but I can send all this information to your email address.", "Sounds good. Thanks.", "My pleasure. Is there anything else I can do for you today?", "I don't think so. #Um, so Home Preferred at sixteen hundred a year. So, what, that's about a hundred thirty a month?", "Yep. And keep in mind we give a five percent discount if you set up automatic payments and electronic billing.", "#Oh. Nice. Ok. So, I'll get an email with all this?", "Yes. I'll send it to you in the next thirty minutes. It will only be a quote and until the underwriters finalize the total could go up or down depending on them.", "I understand.", "Is there anything more?", "#Nope. Thanks.", "Great! Thanks for calling Rivertown Insurance and we look forward to having you as our customer. Bye for now.", "Thanks. Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "GetQuote" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_894_000", "insurance_894_001", "insurance_894_002", "insurance_894_003", "insurance_894_004", "insurance_894_005", "insurance_894_006", "insurance_894_007", "insurance_894_008", "insurance_894_009", "insurance_894_010", "insurance_894_011", "insurance_894_012", "insurance_894_013", "insurance_894_014", "insurance_894_015", "insurance_894_016", "insurance_894_017", "insurance_894_018", "insurance_894_019", "insurance_894_020", "insurance_894_021", "insurance_894_022", "insurance_894_023", "insurance_894_024", "insurance_894_025", "insurance_894_026", "insurance_894_027", "insurance_894_028", "insurance_894_029", "insurance_894_030", "insurance_894_031", "insurance_894_032", "insurance_894_033", "insurance_894_034", "insurance_894_035", "insurance_894_036", "insurance_894_037", "insurance_894_038", "insurance_894_039", "insurance_894_040", "insurance_894_041", "insurance_894_042", "insurance_894_043", "insurance_894_044", "insurance_894_045", "insurance_894_046", "insurance_894_047", "insurance_894_048", "insurance_894_049", "insurance_894_050", "insurance_894_051", "insurance_894_052", "insurance_894_053", "insurance_894_054", "insurance_894_055", "insurance_894_056", "insurance_894_057", "insurance_894_058", "insurance_894_059", "insurance_894_060", "insurance_894_061", "insurance_894_062", "insurance_894_063", "insurance_894_064", "insurance_894_065", "insurance_894_066", "insurance_894_067", "insurance_894_068", "insurance_894_069", "insurance_894_070", "insurance_894_071", "insurance_894_072", "insurance_894_073", "insurance_894_074", "insurance_894_075", "insurance_894_076", "insurance_894_077", "insurance_894_078", "insurance_894_079", "insurance_894_080", "insurance_894_081" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Rivertown Insurance, this is Laurel. What can I do for you today?", "Hi, I need to get my renters information.", "You have a renters insurance policy with us?", "Yes.", "Great. What's your first and last name?", "Greg Matthews.", "Greg Matthews. Thanks. And, your birthdate?", "June twenty fifth.", "Six twenty five and the year?", "Two thousand.", "Two thousand. Thanks. Now, to verify your account, what's your mother's maiden name?", "Marshell.", "That's great. Thanks for that. Now, let, I'll pull up your account. One moment.", "#Mhm.", "Here we go. I see you have Renters Basic.", "Yeah.", "Ok, and what, information do you need, exactly?", "Well, I, my landlord needs a copy of it or else they're gonna start charging me with their policy.", "#Oh, I understand. You need proof of insurance for your landlord?", "Yeah. That's it. Proof of insurance.", "Well, I, my landlord needs a copy of it or else they're gonna start charging me with their policy.", "Sure. It's money bags Matthews dot com.", "All lower case?", "Yes.", "Ok. Thanks. I'll be emailing a copy of your renters policy for you to send to your landlord.", "Yeah. They want it electronically.", "No problem. It's on its way to you in just a minute.", "Thanks.", "Did you know that you can get a copy online?", "Yeah, but I'm at work and it's weird for me to do stuff like that on my computer.", "#Oh right. I understand.", "Yeah. We're all in a little cubicle farm.", "Cubicle farm? .", "Yeah. That's what we call it.", "That's funny. I've never heard that before. Cubicle farm. .", "It's hard to stay entertained at work.", "I understand. What do you do for work?", "Kind of what you're doing. Customer service.", "#Oh, right. Ok.", "Except it's a shipping company, so I get to quote shipping prices all day.", "#Oh, #wow. I'm not sure I could do that.", "It's a snooze fest, but somebody's gotta do it.", "Right. Ok, so I've sent the email to you. Is there anything else I can do for you today?", "Yeah, did my bill go through this month. I didn't see an email like I usually do.", "One moment.", "Ok.", "It looks like it, although, it looks like there was a late fee.", "#Oh, man. I was hoping that didn't happen, but I kind of thought it would.", "Is there something I can help with.", "No. Just a fact of living paycheck to paycheck.", "I totally understand that.", "So, how much is the late fee?", "It's thirty five dollars.", "#Whoa. That stinks. That's a lot.", "One minute. Let me look into something for you.", "Ok. Thanks.", "It looks like this is your first late fee.", "Yeah.", "Ok. Well, as a one-time courtesy, I can waive it.", "Nice! You can?", "Yes.", "Thanks so much.", "My pleasure. I know how it feels.", "Thanks. Thanks a lot.", "Sure. One second.", "#Mhm.", "If you ever incur another late fee, though, the next customer service person may not be able to help you.", "I understand. It's my own fault. I'm working on getting better with my money.", "It takes a while, right?", "Yeah. I'm learning how to do a budget from my friend who majored in accounting. Talk about a boring job. .", "Yeah. Another job I couldn't do.", "Right?", "Well, I'm glad you're getting the hang of it.", "#Yep. It's cool he's doing that for me.", "Good friend.", "Yeah. He's cool.", "Alright, is there anything else, I can do for you?", "#Nah. That's it.", "Great, then, thanks for calling Rivertown Insurance. I hope your day is good.", "Thanks yours, too.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "RequestProofOfInsurance" ], [ "RequestProofOfInsurance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "CheckPaymentStatus" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_895_000", "insurance_895_001", "insurance_895_002", "insurance_895_003", "insurance_895_004", "insurance_895_005", "insurance_895_006", "insurance_895_007", "insurance_895_008", "insurance_895_009", "insurance_895_010", "insurance_895_011", "insurance_895_012", "insurance_895_013", "insurance_895_014", "insurance_895_015", "insurance_895_016", "insurance_895_017", "insurance_895_018", "insurance_895_019", "insurance_895_020", "insurance_895_021", "insurance_895_022", "insurance_895_023", "insurance_895_024", "insurance_895_025", "insurance_895_026", "insurance_895_027", "insurance_895_028", "insurance_895_029", "insurance_895_030", "insurance_895_031", "insurance_895_032", "insurance_895_033", "insurance_895_034", "insurance_895_035", "insurance_895_036", "insurance_895_037", "insurance_895_038", "insurance_895_039", "insurance_895_040", "insurance_895_041", "insurance_895_042", "insurance_895_043", "insurance_895_044", "insurance_895_045", "insurance_895_046", "insurance_895_047", "insurance_895_048", "insurance_895_049", "insurance_895_050", "insurance_895_051", "insurance_895_052", "insurance_895_053", "insurance_895_054", "insurance_895_055", "insurance_895_056", "insurance_895_057", "insurance_895_058", "insurance_895_059", "insurance_895_060", "insurance_895_061", "insurance_895_062", "insurance_895_063", "insurance_895_064", "insurance_895_065", "insurance_895_066", "insurance_895_067", "insurance_895_068", "insurance_895_069", "insurance_895_070", "insurance_895_071", "insurance_895_072", "insurance_895_073", "insurance_895_074", "insurance_895_075", "insurance_895_076", "insurance_895_077", "insurance_895_078", "insurance_895_079", "insurance_895_080", "insurance_895_081", "insurance_895_082", "insurance_895_083", "insurance_895_084", "insurance_895_085", "insurance_895_086", "insurance_895_087", "insurance_895_088", "insurance_895_089", "insurance_895_090", "insurance_895_091", "insurance_895_092", "insurance_895_093", "insurance_895_094", "insurance_895_095", "insurance_895_096" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent" ], "utterance": [ "Good morning! Rivetown Insurance Claims Department. I'm Terry. Did you want to start a new claim today?", "Yes. Hi.", "Great! What kind of claim can I get started for you today? Auto?", "Uh, no. Homeowners.", "Ok. No problem. Let's start with your name and policy number.", "Uh, name is Liza Hilton.", "Ok. Liza Hilton. Is your policy under Liza or is that a nickname?", "Oh, look for Elizabeth Hilton.", "Great. Thanks. And, your policy number?", "Uh, I don't have it on me.", "No problem. Let me see if I can find it with your name. Can I get your address?", "Yeah. Fifty two seventy eight North Hampton Street.", "Hampton Street. Ok. Five two seven eight?", "Yes.", "Ok. Are you the primary policy holder?", "Oh, maybe not. My husband might be the primary.", "His name?", "Joseph Ritter.", "R.i.d.d.e.", "No. R.i.t. as in Tom.", "Ok. Got it. Yep. Here it is. I need to verify your account with a security question.", "Ok.", "What is the name of your first pet?", "mister Hams.", "Hamiss H.a.m.s?", "Yep.", "Was he a ham lover?", "No, he liked to be the center of attention. Like a ham. .", "Got it! How funny!", "Yeah, he was a character. .", "Ok. Thanks for verifying your account. Um, alright. So you want to file a property claim?", "Yes. There was a freak windstorm and a bunch of our large pine trees were uprooted and one of them crashed onto our back deck and crushed it.", "Oh no! That's awful! Were you home when it happened?", "No, we were at my mother's house in another state.", "Wow. I was gonna say that must have been loud.", "Yeah. I'm glad we weren't home.", "No kidding. Well, let's see what we can do.", "Ok. Thanks.", "It looks like you have Home Complete coverage, so this shouldn't be an issue to process.", "Great.", "Oh, wait, uh, it looks like you have two homes. One in Idaho and one in New Mexico. Which is the claim for.", "Oh, right. Um, the house in Idaho.", "Ok. Same coverage there, too. Right, well, let me open the claim.", "Mhm.", "On uh, what date did the damage happen?", "Well, our neighbors up there said it was Saturday, like two days ago.", "Ok, let's see, calendar says that's November fourteenth?", "Yeah. Sounds right.", "Ok. Now you said it was your deck, correct?", "Yeah. More like the entire right side of the deck.", "Ok. Just describe it to me in simple termiss I'll be taking notes as you speak. Ok?", "Alright. The tree fell onto the deck.", "Is it a second story deck?", "Yeah. Second story. So, the tree fell on the right side of the deck at the outer corner. I saw the metal railing bent and the big support pole under it snapped in half and the deck boards fell down onto the ground. Some were snapped in half and some are still, uh, hanging down from the deck that's still intact, but I worry if there's, structural problems with the other side.", "One moment.", "Ok.", "Alright. I think I've got it. Do you know what kind of material the deck is made from?", "Oh. Yeah. I think it's called Trex.", "T.r.e.x.?", "Yeah. I think so.", "Ok, no worries. This is just info for the adjuster.", "Ok.", "Are you in Idaho now?", "Um, no, but we'll be there in about two weeks. For Thanksgiving.", "Oh nice. I'm not sure we can get this all processed before then, so you may want to avoid that area until it can be inspected.", "Yeah. We figured.", "Did any of the house siding or structure get damaged?", "Um, I don't think so, but I didn't really look at it. My husband got pictures from our neighbors.", "Ok, well. Is there a way the adjuster can come out and take a look before you arrive? Can your neighbors be there to let the adjuster, onto the property?", "Oh, yeah. No problem. They're great.", "Nice. Ok. So.", "Just tell me when the adjuster will be there and I'll give them a call. They have a key.", "Great. I can do that.", "Thanks.", "Let's see. The next available appointment we have is for Friday between ten a.m. and noon. Will that work?", "It should. I'll just need to know when they arrive, so my neighbors can, go unlock the gate.", "Ok. That shouldn't be a problem. Um, so, it looks like.", "Will they have to stay there while the adjuster is there?", "Yes, just in case they have any questions. Uh, is that ok?", "Yeah. Just need to tell them what to do when I call to ask them for help.", "Oh, right. Got it. Um, so it looks like the appointment went through.", "Good. Thanks.", "I'll send you a confirmation to your email. Ok?", "Great.", "Is your email still beach bum twenty one at gmail dot com?", "Yep. Still haven't changed it since college.", "Got it. Funny. Ok, it's on its way to you now.", "Thanks.", "Is there anything else I can do for you today?", "No, uh, that's it. Oh, how long will it take for the whole process?", "It depends on how much work needs to be done. We keep the claim open until it's finished.", "Oh. Great. And, once the adjuster finishes, we can start repairs?", "Yes. A contractor estimate is all we need to get a check to you.", "Great! That's it then.", "Perfect. You're all set! Have a great day and a good Thanksgiving with your family and thanks for trusting Rivertown Insurance.", "Thanks! You, too. Bye.", "Bye." ], "dialogue_acts": [ [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_896_000", "insurance_896_001", "insurance_896_002", "insurance_896_003", "insurance_896_004", "insurance_896_005", "insurance_896_006", "insurance_896_007", "insurance_896_008", "insurance_896_009", "insurance_896_010", "insurance_896_011", "insurance_896_012", "insurance_896_013", "insurance_896_014", "insurance_896_015", "insurance_896_016", "insurance_896_017", "insurance_896_018", "insurance_896_019", "insurance_896_020", "insurance_896_021", "insurance_896_022", "insurance_896_023", "insurance_896_024", "insurance_896_025", "insurance_896_026", "insurance_896_027", "insurance_896_028", "insurance_896_029", "insurance_896_030", "insurance_896_031", "insurance_896_032", "insurance_896_033", "insurance_896_034", "insurance_896_035", "insurance_896_036", "insurance_896_037", "insurance_896_038", "insurance_896_039", "insurance_896_040", "insurance_896_041", "insurance_896_042", "insurance_896_043", "insurance_896_044", "insurance_896_045", "insurance_896_046", "insurance_896_047", "insurance_896_048", "insurance_896_049", "insurance_896_050", "insurance_896_051", "insurance_896_052", "insurance_896_053", "insurance_896_054", "insurance_896_055", "insurance_896_056", "insurance_896_057", "insurance_896_058", "insurance_896_059", "insurance_896_060", "insurance_896_061", "insurance_896_062", "insurance_896_063", "insurance_896_064", "insurance_896_065", "insurance_896_066", "insurance_896_067", "insurance_896_068", "insurance_896_069", "insurance_896_070", "insurance_896_071", "insurance_896_072", "insurance_896_073", "insurance_896_074", "insurance_896_075", "insurance_896_076", "insurance_896_077", "insurance_896_078", "insurance_896_079", "insurance_896_080", "insurance_896_081", "insurance_896_082", "insurance_896_083" ], "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" ], "utterance": [ "Thanks for calling Rivertown Insurance, this is Jesse, how can I help you?", "Hi. I called last week for a quote and now I want to enroll in the plan.", "Great! I can help you with that.", "Thanks.", "Do you have the quote confirmation number on you?", "Yes. It's.", "Hang on one moment, please.", "Sure.", "#Um, ok, go ahead.", "It's five four three two seven six nine eight.", "Is there a two zero or a one zero in front of that number.", "#Oh, yeah. A two zero.", "Ok. mister Garcia?", "Yeah, that's me.", "Thanks. Ok, and I'll need to verify this by asking your birthdate and zip code.", "Sure. It's, my birthday is June fifth, nineteen ninety four.", "Ninety four. Got it. And, your zip?", "#Um, five two two nine eight.", "Five two two nine eight. Ok.", "#Yep.", "I see your quote is for the Auto insurance, is that correct?", "Yes.", "Ok, and it's for the Complete Auto?", "Yeah. The best one.", "Yes. It is our most extensive coverage for sure.", "Good. I just got a sweet ride and don't want to take any chances.", "#Oh, nice. What kind of, #oh, I see here, you got yourself a Mercedes! Nice.", "#Yep. I worked really hard to get that one.", "Very cool. Is this your first car?", "#Nah, I had a little Honda junker for a long time. I've been working for this car hard for a long time.", "Very good. I bet it feels good to get what you've always wanted.", "#Yep. I'm super stoked.", "That's great! So, that plan is two thousand a year.", "#Mhm.", "Ok and if you sign up for automatic payments and electronic billing we can get you five percent off. Did you want to do that?", "Yeah. She mentioned, the lady I talked to last time said that was the deal.", "Good. Alright, so it looks like she got most of the information we need other than your drivers license number. Do you have that?", "Sure do. It's.", "Hang on, let me pull up that screen.", "Sure. Sure.", "Ok, go ahead. I'm ready.", "It's d.l. five five one two seven three nine eight seven two one.", "Five five one two seven three nine eight seven two one?", "Yeah, but there's a d.l. at the beginning.", "#Oh, that's ok. I don't need that part.", "Ok.", "Got this in your account. Ok. Now, would you like monthly payments or bi-annual payments?", "Monthly, with last year being what it was, I have no idea how secure my job is and I don't want to have to come up with a hug chunk of money if I get stuck that way.", "I totally understand. Twenty twenty was a tough year for a lot of people.", "I'm just lucky I've got a job, man.", "I here you. Me, too.", "#Mhm.", "So, I'll set you up for, monthly payments here. It'll be one fifty eight thirty two each month. Ok?", "#Oh, I thought it was around one sixty something.", "Yes, that's before the five percent discount for signing up for.", "Right, automatic payments.", "Yes. Ok, so you're all set there. What payment method would you like to use?", "#Um, would a debit card work?", "Yeah, shouldn't be a problem. What's the number?", "#Um, it's a Visa four two seven zero, three four four two, nine seven six six, seven eight two three.", "Ok. Let me repeat that back, four two seven zero, three four four two, nine seven six six, seven eight two three.", "That's it.", "And, the expiration?", "Nine twenty four.", "Ok. Nine twenty four. Got it. There's a number on the back. I'll need that.", "Right. Nine one six.", "Thanks. Nine one six.", "#Yep.", "Ok. Your first payment will go through today, then future payments will come out on the first.", "Sounds good. It won't be the full amount today, right?", "Right. It will be prorated because it's the middle of the month.", "Ok.", "You'll get a confirmation via email, it's j. Garcia at gmail dot com?", "Yeah, that's right.", "Thanks. So, you'll get a confirmation at that email with the total and an attached receipt.", "Ok.", "So, mister Garcia, you're all set!", "Cool. Thanks.", "My pleasure. Is there anything else I can do for you today?", "#Nah, I'm good.", "Great. Have a good day and thanks for calling Rivertown Insurance.", "Yeah. Thanks. You, too.", "Thank you, bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "EnrollInPlan" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_897_000", "insurance_897_001", "insurance_897_002", "insurance_897_003", "insurance_897_004", "insurance_897_005", "insurance_897_006", "insurance_897_007", "insurance_897_008", "insurance_897_009", "insurance_897_010", "insurance_897_011", "insurance_897_012", "insurance_897_013", "insurance_897_014", "insurance_897_015", "insurance_897_016", "insurance_897_017", "insurance_897_018", "insurance_897_019", "insurance_897_020", "insurance_897_021", "insurance_897_022", "insurance_897_023", "insurance_897_024", "insurance_897_025", "insurance_897_026", "insurance_897_027", "insurance_897_028", "insurance_897_029", "insurance_897_030", "insurance_897_031", "insurance_897_032", "insurance_897_033", "insurance_897_034", "insurance_897_035", "insurance_897_036", "insurance_897_037", "insurance_897_038", "insurance_897_039", "insurance_897_040", "insurance_897_041", "insurance_897_042", "insurance_897_043", "insurance_897_044", "insurance_897_045", "insurance_897_046", "insurance_897_047", "insurance_897_048", "insurance_897_049", "insurance_897_050", "insurance_897_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": [ "It's a good morning at Rivertown Insurance. I'm Katie. What can I do for you today?", "I need to check my balance.", "Ok. I can help with that. On which account?", "#Oh. My car insurance.", "Ok. I can pull up your account with your name and birthdate.", "Ok. It's Angie Thorndale.", "#Mhm.", "And, my birthdate is October twenty four two thousand two.", "Ok, Angie, would your account be under Angela instead of.", "Yes. Yeah, sorry. Angela.", "No problem. I see your account and now I'll need to verify it by, asking your security question.", "Sure. Fire away.", "What is the name of your childhood best friend?", "Larry.", "Ok. Thanks for that.", "#Mhm.", "Ok, Angie, it looks like you have monthly automatic payments. Was there a problem with a payment going through?", "#Oh. No, I was just wondering that if the balance for the rest of the six months wasn't too high, that I would pay it all now.", "Ok. That's possible, but keep in mind that if you change to bi-annual billing and you want the billing to go back to monthly at the beginning of your policy renewal, that you'd need to call back.", "#Oh. So, I can't just pay the balance and have you keep it that way? Wouldn't the system just not bill me if the balance is zero?", "#Hm. Good question. Give me a second to talk with my supervisor about it and let me find the easiest way for this to happen.", "Ok. Thanks.", "Sure. One moment.", "#Mhm.", "Angie?", "#Mhm, I'm here.", "My supervisor said it's fine if you just paid the balance, then the system would just not pull a payment if the monthly balance is zero. Then, the renewal will automatically go to the default payment frequency. Make sense?", "Yeah, that's what I was hoping.", "Great. Give me a moment while I get this going.", "Wait, I need the balance before I decide.", "#Oh, jeez. Yes, sorry. It's been a long day.", "No problem at all. I totally get it.", "Thanks. #Um, it looks like the balance remaining is two thirty seven fourty eight.", "Ok.", "Now, that's three months with the five percent discount for automatic payments and electronic billing.", "#Yep. Great. Let's do it then.", "Ok. One moment.", "#Mhm.", "Ok, would you like me to use the card on file?", "Yes, please.", "Can you please verify the last four digits of the card?", "Yes, it's three one two eight.", "Perfect. Give me one second to complete the payment.", "#Mhm.", "Ok, Angie, that's taken care of and I see your policy will renew September first.", "Great. Thanks.", "Is there anything else I can help you with today?", "No, that's it. Thanks.", "Very good. Thanks, again, for calling Rivertown Insurance. I hope you have a good rest of your day.", "Thanks, you, too. Take care.", "Thanks. Good bye.", "Bye bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "PayBill" ], [], [], [], [], [], [], [], [], [], [], [], [ "CheckAccountBalance" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

{ "turn_id": [ "insurance_898_000", "insurance_898_001", "insurance_898_002", "insurance_898_003", "insurance_898_004", "insurance_898_005", "insurance_898_006", "insurance_898_007", "insurance_898_008", "insurance_898_009", "insurance_898_010", "insurance_898_011", "insurance_898_012", "insurance_898_013", "insurance_898_014", "insurance_898_015", "insurance_898_016", "insurance_898_017", "insurance_898_018", "insurance_898_019", "insurance_898_020", "insurance_898_021", "insurance_898_022", "insurance_898_023", "insurance_898_024", "insurance_898_025", "insurance_898_026", "insurance_898_027", "insurance_898_028", "insurance_898_029", "insurance_898_030", "insurance_898_031", "insurance_898_032", "insurance_898_033", "insurance_898_034", "insurance_898_035", "insurance_898_036", "insurance_898_037", "insurance_898_038", "insurance_898_039", "insurance_898_040", "insurance_898_041", "insurance_898_042", "insurance_898_043", "insurance_898_044", "insurance_898_045", "insurance_898_046", "insurance_898_047", "insurance_898_048", "insurance_898_049", "insurance_898_050", "insurance_898_051", "insurance_898_052", "insurance_898_053", "insurance_898_054", "insurance_898_055", "insurance_898_056", "insurance_898_057", "insurance_898_058", "insurance_898_059", "insurance_898_060", "insurance_898_061", "insurance_898_062", "insurance_898_063", "insurance_898_064", "insurance_898_065" ], "speaker_role": [ "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer", "Agent", "Customer" ], "utterance": [ "Hi. My name's Hillary. Thanks for calling Rivertown Insurance. How's your day going?", "Hi. #Oh, it's going ok. How about yours?", "I can't complain. What can I do for you today?", "I need to add my daughter to my car insurance.", "Ok, I can do that for you. I'll need to pull upyour account starting with your name. Ok?", "Sure. It's Charles Decker.", "Thanks, Charles. And, your birthdate?", "September sixteenth, nineteen seventy nine. Sorry.", "No worries. Forgot how old you are?", "I guess so. The older you get, the harder it is to remember. .", "I understand. Now, Charles, I need to ask you one of your security questions to verify your account.", "Ok.", "What was the name of your favorite teacher?", "Missus Jensen. Never forget her.", "Thank you. That'll do it. Now, I can pull up your auto policy and take a look at what we need to do.", "#Mhm.", "So, you already have another minor on your account. Do you have more than one child or want more than one child on your account?", "Yeah. My older son, Tyler, already is already driving.", "Ok, so let me get the name and birthdate of your daughter.", "Sure, her name is Bayley and her birthdate is October thirteenth, two thousand five.", "#Whoa, October thirteenth. .", "Yes. Definitely not unlucky for her, though.", "That's good. .", "Yeah. We actually tried to counteract anything kids would, the teasing at school, by calling her our lucky baby.", "#Ah, that's so sweet and a great parenting tactic!", "Kids can just be so mean.", "So true. Ok, so I'm assuming Bayley, #oh, wait, I forgot to ask you how to spell her name. I still have that page unfinished.", "B.a.y.l.e.y.", "Got it. Thanks. Same last name?", "Yes.", "Ok. Thanks. Now, has Bayley gone to driver's ed?", "Yeah, she just finished which is why we're, I'm calling today.", "Great. That will help a lot on the cost.", "#Oh. Good. It's already an arm and a leg with my son on our policy.", "I can imagine and two teenagers driving. Hopefully, you'll stay sane the next few years. .", "Well, my son I'm not so worried about, but my daughter, on the other hand, has a mind of her own and I'm glad for that, but she's so much riskier than I was at her age. #Uh, #Oh, not with driving, gosh I don't want what I just said to affect her insurance, but she loves to do things that are crazy like sky dive, and go out into the woods by herself, and now she's thinking she'll backpack around South America somewhere.", "#Oh goodness. She sounds like she has an adventurous spirit!", "Certainly does, but that's why we love her!", "#Ah. Nice. So, will she be driving the same car your son is on?", "Yes.", "Ok. Thanks. Has she had any traffic violations yet?", "No. We barely let her drive since she's so new at it.", "I understand. Thanks.", "#Mhm.", "Same address and phone number?", "Yes.", "Ok. Give me a minute to finish this up.", "#Mhm.", "Ok. I've got her added. Let me see what this will add to your policy. One moment.", "#Mhm.", "Ok. It will end up being an additional thousand a year.", "#Oh. She's not, well, that's less than what we paid for our son, so that's good, I guess.", "Usually, younger male drivers do have higher costs. Just statistics and everything.", "#Oh, I understand. Makes sense.", "#Yep, so she will be added today and the balance will be added to your next bill.", "Ok. Perfect.", "I'll send a confirmation of this to you via email and a copy of the policy change will be attached.", "Great. Thanks.", "Is there anything else I can do for you today, Charles?", "#Um, so I'll get an email and copy of the policy?", "Yes. In about fifteen minutes your account will be updated.", "Perfect. Thanks a bunch.", "My pleasure. Charles, if there's nothing else, I'll wish you a good day and thanks for calling Rivertown Insurance.", "Thanks. No. Nothing else. Have a good day.", "Thank you. Good bye.", "Bye." ], "dialogue_acts": [ [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [], [], [ "AddDependent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }

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Thanks for calling Rivertown Insurance. This is Heather. How can I help you?", "Hi. I'm calling to file a death benefit, life insurance, claim. .", "Ok. I can help you with that. I'll need to pull up your account. May I have your name, please?", "Yes. It's Mary Greene.", "G.r.e.e.n.?", "With an e. at the end.", "#Oh. Thank you. G.r.e.e.n.e.?", "Yes.", "Ok. And, your address, please?", "East sixtieth street North.", "Ok. Did you say sixteenth or sixtieth?", "Six zero.", "Ok. Thank you. I have your account pulled up. And, to verify, I need you to answer one of your security questions.", "Ok.", "What was the name of your first pet?", "Mister Wiggles.", "#Ah. Cute name.", "Yeah. He wagged his tail with his whole body.", "#Ah. So sweet. Thanks for verifying your account.", "Sure.", "I see you have life insurance for a few people in your family. Who is the deceased, please?", "My baby girl, Alex.", "#Oh. Wow. I'm so so sorry for your loss, ma'am.", "Thank you.", "This process takes some time and I'll be asking you some sensitive questions. Are you ok to go ahead?", "Yes. Yes, I'm fine.", "Ok. Here we go. If it gets to be too much, just let me know and we can stop. Ok?", "Ok. Thanks. I'm fine. Go ahead.", "Ok. What date did she pass?", "Three days ago.", "Ok. The twenty fourth?", "Yes. Yes. Twenty fourth.", "Ok. Thanks. Was she confined to a hospital when she passed?", "No. She was at home.", "Ok. Thank you. Was she being seen by a doctor for a chronic illness or disease at the time of her death?", "No.", "Ok. Thank you. And, what, what was the cause of death.", ".", "Ma'am. Are you ok?", "I can't. I can't. But, but my husband is here. He can talk to you. Ok?", "Yes. Yes, I see he's on the account. I can talk with him.", "Thank you. Hang on.", "Mary?", "Yes.", "Please know you'll be in my thoughts.", "Thank you. Thanks. Here. Honey. Here. Talk to her. I just can't right now. [muffled sounds].", "Hello?", "Yes, yes, I'm here.", "Sir, hi.", "Hi.", "Your wife says you can take over for her and we were in the middle of finishing up the death benefit form. Are you ok to finish for her?", "Yes. Yeah. I'm fine.", "Ok. Are you Robert?", "Yeah. #Um, Bob.", "Ok, Bob. Just a few more questions.", "Thanks.", "I had just asked Mary what the cause of death was.", "[clearing throat] They think it was SIDS.", "#Oh gosh. That's awful. I'm so sorry. That's Sudden Infant Death Syndrome, correct?", "[clears throat] Yes. Right.", "Ok. Thank you. I'll need her pediatrician's name and fax number if you have it handy.", "Yes. It's Doctor Theresa Mills.", "Is that a t.h. or just a t.?", "T.h.", "Ok. Thanks. And, do you have her fax number?", "Yes, it's five two o. three seven seven, six five two o.", "Five two zero, three seven seven, six five two zero?", "Yes.", "Ok. Have you logged into your account online before?", "Yes. I have.", "Ok. I will add a packet to your account. You'll just need to log in, click on My Documents on your dashboard, then look for the Death Benefit Packet.", "Ok.", "Inside that packet will be a medical records release form that I'll need you to get to your doctor if it's convenient. If not I can fax that over to them for you.", "Can you? [clears throat] That would be helpful.", "Yes. I'm happy to. Ok. Also, in that packet will be instructions on how to complete the packet and what comes next.", "Ok.", "Do you have the the death certificate yet?", "No. They said [clears throat] it could take up to a week. Business week.", "Yes. Sometimes they don't come fast enough. Well, once you receive the certificate, log into your account and go to find your documents page. There will be an upload documents button on the right hand side. Upload the file and then our underwriters will take it from there.", "I don't have a scanner.", "#Oh. Ok. No problem.", "Wait. I can do it at work. #Er, or, my mother-in-law has one. Maybe she can do it scan it for us.", "Or, I can mail the packet to you and have it available for you in your documents page. Sound ok?", "Yeah. At this point, [clears throat] more than, one option is probably a good idea.", "I understand. So, either way, get us the certificate as soon as you can.", "Ok.", "Would you prefer the death benefit as one lump sum or would you.", "One lump sum is fine. Are we almost done?", "Yes. Yes, let me finish this up here. Thanks for your patience. I know this is difficult.", "Ok.", "There. #Um, it's all in your account, now all you have to do is log in and review the documents. Ok?", "Thanks. Ok.", "We're done for now, Bob. Please know we are all very sorry for your loss and I'll personally hold your family in my thoughts.", "Thank you.", "If you have questions, you'll see my number in the packet. Don't hesitate to call. Ok?", "Sure thing. #Um, thanks.", "Take care and thanks for trusting Rivertown Insurance with this process.", "Thanks. Bye.", "Bye." ], "dialogue_acts": [ [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [ "InformIntent" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ], "intents": [ [], [ "FileClaim" ], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [], [] ] }