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cd6b591087e34f58902e13f6c15af2be | agent | 2023-09-21T13:18:02+00:00 | I apologize for the inconvenience you've experienced, Julia. Let me check on the status of your request. (pause) It looks like our team has been trying to reach out to you, but the number we have on file isn't working properly. That could be why you haven't received a callback yet. |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:18:25.538462+00:00 | (frustrated) That's unacceptable! I've been trying to get a safety deposit box for weeks now, and nobody seems to care. Can you just give me a box at any branch? I don't care which one anymore. |
cd6b591087e34f58902e13f6c15af2be | agent | 2023-09-21T13:18:42.153847+00:00 | I understand your frustration, Julia, but I'm afraid it's not that simple. Our safety deposit boxes are highly sought after, and we need to follow proper procedures to ensure their security and availability. However, I can offer you an alternative solution. We have a waiting branch a few miles away that has available safety deposit boxes. Would you like me to transfer you to them so you can reserve one? |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:19:14.461539+00:00 | (sighs) Fine. Yes, transfer me. But this whole thing is ridiculous. I can't believe the runaround I've been given. |
cd6b591087e34f58902e13f6c15af2be | agent | 2023-09-21T13:19:23.230770+00:00 | I apologize again for the inconvenience, Julia. I'll transfer you now. (transfers the call) |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:19:29.692308+00:00 | (to the new representative) Hi, I was just transferred to you. I need to rent a safety deposit box. |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:19:38.461539+00:00 | (interrupting) Look, I you just give me a box? I don't care where it is. how much it costs. I just need a place to store my valuables safely. |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:19:51.846154+00:00 | (cutting in) Look, I don't have time for this. I've already wasted too much time on the phone with you people. I give me a damn safety deposit box or tell me where I can find one elsewhere. |
cd6b591087e34f58902e13f6c15af2be | client | 2023-09-21T13:20:09.384616+00:00 | (angrily) This is ridiculous! I'm going to report this to your manager. (hangs up the phone) |
cd6b591087e34f58902e13f6c15af2be | agent | 2023-09-21T13:20:16.769231+00:00 | (sighs) Well, that didn't go well. (notes down the customer of the call) Julia, the customer, was unhappy with the lack of availability of safety deposit boxes and became increasingly agitated as the call progressed. She eventually hung up on Samantha, the second representative she spoke with, after being offered alternatives solutions that didn't meet her demands. Despite em difficult conversation, I remained calm and professional throughout, offering empathy and apologies for the inconvenience while following proper protocols. I Julia customer didns issue wasn't fully resolved, I ensured that her concerns were noted and passed on to the relevant team for further assistance. In the future, Julia didn't achieve her goal of obtaining a safety deposit box, but I maintained a neutral sentiment towards her and provided her options for secure to consider. Overall, my interaction highlighted the importance of active listening, patience, and effective communication in customer service. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:44:16+00:00 | Hi, my you for calling Union Financial. My name is Haven, how can I assist you today? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:44:23.846154+00:00 | Absolutely, Marcie. I'd be happy to guide you through the process. Can you please provide me with your business name and account number so I can locate your file? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:44:37.230769+00:00 | Sure. My business name is M & M enterprises, and my account number is 1234567890. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:44:44.153846+00:00 | Great! Thank you for providing that information, Marcie. Now, in order to set up payroll services, we' some additional information from you. Can you please confirm your business address and phone number? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:44:58.923077+00:00 | Okay, of course. My business address is 123 Main Street, Anytown USA, and my phone number is 555-555-5555. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:45:07.230769+00:00 | Perfect. Now, we also need to verify your identity. Can you please provide me with your social security number or your driverport number? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:45:17.846154+00:00 | Um...I'm not sure I'm comfortable providing out my social security number over the phone. Is there another way you can verify my identity? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:45:28.461539+00:00 | I completely understand, Marcie. In this case, I can offer you an alternative method of verification. Can you please answer a few questions to confirm your identity? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:45:40.923077+00:00 | Sure, that sounds good. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:45:42.769231+00:00 | Great! Here's the first question: What is the current balance of your business checking account? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:45:49.692308+00:00 | Let me check...Okay, it's $25,000. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:45:52+00:00 | Excellent. That helps me to verify your identity. Now, let's move on to setting up payroll services. We offer a variety of options to suit your business needs. Would you like me to explain you through them? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:46:09.076923+00:00 | Yes, please do. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:46:10.461538+00:00 | Certainly. Our basic payroll plan includes features such as direct deposit, tax compliance, and employee self-service portal. Our advancedium plan adds additional features such as time and attendance tracking, benefits management, and compliance reporting. Which plan do you think would work best for your business? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:46:31.230769+00:00 | Hmm...I'm not sure. Can you tell me more little bit more about the differences between the two plans? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:46:39.538461+00:00 | Of course, Marcie. The main difference between the two plans is the level of customization and support you receive. Our premics plan is designed for small businesses with fewer than 10 employees, while our premium plan is better suited for larger businesses with more complex payroll needs. Additionally, our premium plan offers dedicated support from our team of experts, which can be helpful if you have multiple locations or a high volume of payroll transactions. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:47:14.153846+00:00 | Okay, I think I understand. Can you give me a breakdown of the costs for each plan? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:47:22+00:00 | Sureertainly, Marcie. Our basic plan starts at $39 per month, plus $2 per employee per month. Our premium plan starts at $99 per month, plus $5 per employee per month. Keep in mind that these prices are subject to change, and it recommend checking our website for the most up-to-date pricing information. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:47:46+00:00 | Thanks for explaining that. I think I'm interested in the premium plan. Can you walk me through the process of setting it up? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:47:56.615385+00:00 | Absolutely, Marcie. First, we'll need to collect some additional information from you, such as your employees's tax ID number and your employees' personal information. Once we have all the necessary information, we can set up your payroll account and provide you with instructions on how to run your first payroll. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:48:19.692308+00:00 | That, that sounds straightforward enough. How long will it take to get everything up? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:48:26.153846+00:00 | The setup process typically takes around 10-15 minutes, Marcie. However, keep in mind that this is a a general estimate, and the actual time may vary depending on the complexity of your payroll needs. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:48:41.846154+00:00 | Alright, I think I'm ready to get started. Can you guide me through the process now? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:48:49.230769+00:00 | Of course, Marcie. Let's begin by collecting the necessary information. Can you please provide me with your business's tax ID number? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:48:58.923077+00:00 | Sure.It's 12-3456789. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:48:59.846154+00:00 | Great, thankcie. Now, can you please provide me with your employees' personal information, including their names, social security numbers, and hourly rates? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:49:10+00:00 | Okay...Let me grab that information real quick. (pause) Okay, I have it here. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:49:16+00:00 | Excellent. Can you please read off the list of employees and their corresponding information? |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:49:22.461538+00:00 | Great, Marcie. I justve successfully captured all the necessary information. Now, let'll proceed ahead and set up your payroll account. (pause) Alright, your account has been set. I'll now provide you with instructions on how to run your first payroll. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:49:40.923076+00:00 | Sounds good. Thanks, walking me through this, Haven. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:49:44.615384+00:00 | You're welcome, Marcie. It was my pleasure to assist you. If you have any further questions or concerns, don't hesitate to reach out to us. Have a great day! |
a3e97ff47dda4a25b59b2f2fec6f7e09 | client | 2023-09-29T13:49:57.999999+00:00 | Thanks, Haven. You too. |
a3e97ff47dda4a25b59b2f2fec6f7e09 | agent | 2023-09-29T13:49:59.846153+00:00 | Thankbye, Marcie. This concludes our call. Thank you for choosing Union Financial for your payroll services. HaveMarcie: Goodbye, Haven. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:40:01+00:00 | Good morning, thank you for calling Union Financial. My name is Percy, how may I assist you today? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:40:09.307692+00:00 | Hi Percy, my name is Woody. I need some assistance with my father's estate account. He passed away recently and I'm trying to sort out his finances. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:40:21.769230+00:00 | Sorry to hear about, Woody. Let me see what I can do to help. Can you tell me a little bit more about your father's account and what you're looking for accomplish? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:40:36.538461+00:00 | Well, he had a checking and savings account with you guys, and I'm not sure what the process is for closing them out and transferring the funds to the. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:40:49.923076+00:00 | Sure thing, Woody. In this to close out your father's accounts and transfer the funds, we'll need to have you come into one of our branches and provide some documentation. Do you live nearby? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:41:05.615384+00:00 | Yeah, I'm actually just down the street from your main branch. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:41:10.692307+00:00 | Great! In that case, I can set up an appointment for you to come in and speak with one of our representatives. They'll be able to guide you through the process and answer any questions you might have. Would that work for you? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:41:30.538461+00:00 | That sounds good. When would the earliest appointment be? |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:41:34.692307+00:00 | Let me check our schedule real quick. It looks like we have an opening tomorrow afternoon at 2 PM. Would that time work for you? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:41:46.230769+00:00 | Yeah, that'd perfect. Thank you, Percy. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:41:49+00:00 | You're welcome, Woody. I've gone ahead and scheduled the appointment for tomorrow at 2 PM. One of our representatives will be in touch with you shortly to confirm the details. In there anything else I can assist you with today? |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:42:07.461538+00:00 | No, that's all for now. Thanks again for Percy. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:42:11.615384+00:00 | You're welcome, Woody. Thank you for choosing Union Financial. We look forward to seeing you tomorrow. Have a great day! |
b86eafe4ea3b4d6b897c11a59711ca98 | client | 2023-09-08T15:42:20.846153+00:00 | Thanks, you too. Bye for now. |
b86eafe4ea3b4d6b897c11a59711ca98 | agent | 2023-09-08T15:42:23.615384+00:00 | Bye, Woody. Take care. |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:45:17+00:00 | Good morning, thank you for calling Union Financial. My name is Austyn, how may I assist you today? |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:45:25.307692+00:00 | Hiangry tone) Yeah, I need to speak to someone about a donation I made. I' $500 to some charity last month, and I haven't received any receipt or acknowledledge ment from them. I'm starting to think they just took my money and ran with it! |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:45:46.076923+00:00 | Sorry to hear that, Raheem. Can you tell provide me with more details about the donation, such as the name of the charity and the date you made the donation? That way, I can look into this further you and see what might have happened. |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:46:06.846154+00:00 | (sighing) Fine. It was the "Help the Homeless" foundation. I donated $500 on January 15th. But like I said, I haven't heard anything back from them since then. |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:46:19.769231+00:00 | Thank you for providing that information, Raheem. I understand how frustrating this must be for you. Let me check if I can help you resolve this issue. (types on computer) Okay, it looks like the donation went through successfully, and the charity should have received the funds. However, it's possible that there was a delay in processing out receipts or acknowledgments. |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:46:47.923077+00:00 | (skeptical) A delay? How long of a delay? This is uniculous! |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:46:53+00:00 | I understand your frustration, Raheem. Unfortunately, delays can happen sometimes, especially with non-profit organizations that may not have the same resources as larger companies. However I me see if else I can do to help. (pauses) Would looks like the charity has a contact form on their website. Would you like me to send them an email on your behalf, asking them to confirm into this and provide you with a receipt? acknowledgement? |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:47:26.692308+00:00 | (hesitant) I guess so...But what good will that do? They haven't responded to me yet. |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:47:33.615385+00:00 | Ireassuringly) I understand your doubions, Raheem, but it's worth a try. And if we don't hear back from them within a few days, we can escalate the issue further. Perhaps we can even provide you with a refund or a donation to a different charity of your choice. |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:47:55.769231+00:00 | (sighing) Alright...Thank you, Austyn. I appreciate your help. |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:47:59.461539+00:00 | You're welcome, Raheem. I apologll make sure to follow up on this and keep you updated. Is there anything else I can assist you with today? |
942ccebbad544930a3c559c11b90ab26 | client | 2023-09-02T12:48:11.461539+00:00 | No, that's all. Thanks again. |
942ccebbad544930a3c559c11b90ab26 | agent | 2023-09-02T12:48:13.769231+00:00 | You're welcome. Have a great day, Raheem. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:41:36+00:00 | Good morning, thank you for holding. My name is Roslyn, and I'll be happy to assist you today. Can you please verify your identity and account number so I can pull up your information? |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:41:51.692308+00:00 | Hi Roslyn, my name is Wade, and my account number is 1234567890. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:41:57.230770+00:00 | Great, thank you, Wade. How can I assist you today? |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:42:01.846155+00:00 | Hi, I'm calling because I have a concern about the merchant services fees that were charged to my account. I thought told by week that this would would be resolved, but I still see the charges on my statement. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:42:19.846155+00:00 | Sorry to hear that, Wade. Let me look into this for you. Can you tell me more about the charges you're experiencing with merchant services fees? |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:42:31.846155+00:00 | Yes, I was charged a higher fee than what was agreed upon when I signed up for the service. I was supposed to be charged 2.5% plus $0.30 per transaction, but I wasve been charged 3.5% + $0.50 per transaction for the past three months. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:42:52.615386+00:00 | I apologize for the inconvenience, Wade. I understand how frustrating it can be to experience unexpected fees. I me check on your account to see what might have caused this discrepancy. Can you hold for just a moment? |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:43:10.153848+00:00 | Sure, thank. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:43:11.076925+00:00 | Thank you for holding, Wade. I've reviewed your account, and it looks like there was an error in the setup of your merchant services account. I apologize for the mistake. I'm going to escalate this issue to our merchant services department, and they will contact you within the next 24 hours to resolve the issue and provide a refund for the excessive fees charged. |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:43:40.615387+00:00 | That sounds good, thanks for taking care of this. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:43:44.769233+00:00 | You're welcome, Wade. Is there anything else I can assist you with today? |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:43:50.769233+00:00 | No, that was the main reason for my call. Thanks again for your help. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:43:57.230771+00:00 | You're welcome, Wade. I'm glad we could resolve this issue for you. If you have any other questions or concerns in the future, don't hesitate to reach out to us. Have a great day! |
6358fe46566c48c68e608f9d5eed8ce7 | client | 2023-09-04T14:44:12.923079+00:00 | Thanks, you too. |
6358fe46566c48c68e608f9d5eed8ce7 | agent | 2023-09-04T14:44:14.307694+00:00 | Thank you for choosing Union Financial, Wade. Have a great day. |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:25:26+00:00 | Hi, I'm looking for information on banking options for college students. Can you help me with that? |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:25:33.846154+00:00 | Ofsolutely! We do a few different options that might be suitable for college students. Can you tell me a little bit more about what you're looking for? For example, are you want a checking or, savings account, or both? |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:25:51.846154+00:00 | Yeah, I'm definitely interested in a checking account. I'd like to be able to access my money easily and not have to worry about fees. |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:26:03.384616+00:00 | Okay thing! Our student checking account might be a good fit for you. It has no monthly maintenance fee as long as you're under 24 years old, and you can use any ATM in the country without incurring a fee. Plus, you'll get a debit card and checks so you can access your funds however. WouldGenesis: That sounds great! How do I go about opening an account? |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:26:34.307693+00:00 | I'm glad you're interested! Unfortunately, I'm not able to open accounts over the phone. You'll need to visit one of our branches or go to our website to apply online. |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:26:48.153847+00:00 | Oh, okay. That's a little inconvenient, but I guess it makes sense. Do you know which branch is closest to me? |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:26:57.846155+00:00 | Sure, I can look that up for you. Can you give me your zip code? |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:27:04.769232+00:00 | Yeah, it's 12345. |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:27:06.153847+00:00 | Alright, it looks like the closest branch to you is located at 123 Main Street. They're open Monday through Friday from 9am to 5pm. |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:27:17.230770+00:00 | Perfect, thank you for letting me know. I'll try to stop by there sometime this week. |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:27:24.615385+00:00 | You're welcome! If you have any other questions before you go, feel free to ask. Otherwise, I'll see you soon! |
6088e67502524fc08c7368e83167ce6b | client | 2023-09-22T16:27:33.846154+00:00 | Actually, have a good day! |
6088e67502524fc08c7368e83167ce6b | agent | 2023-09-22T16:27:36.153846+00:00 | You too, thanks for choosing Union Financial! |
8f78db8a82b4442e8b95cf39125bc25f | agent | 2023-09-07T16:00:52+00:00 | Good, thank you for calling Union Financial. My name is Irene, how can I assist you today? |